•
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Student's Book
Yhe B usiness
2.0
B 1+
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IN TERMED IA TE
John Allison with Paul Emmerson
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U S lne S S 2 .0
ai-
IN TERMED IA TE
T o the stude nt
B usiness 2.0 is to help you learn two things: how to do business in
The objective of
English and the language you need to do it. The new language and structures are presented in
the Student's Book whilst the eW orkbook provides language practice and extension.
Here is a summary of what you will find in each.
S tude nt's
Book
T he m odule s
The Student's Book contains 48 modules in eight units. Each unit deals with a key sector of
activity in the business world. There are six different types of module:
:About busine ss
These m odules contain inform ation and language for the topic area of each unit. The
focus is on understanding the topic and the general sense of the texts - don't worry too
m uch about details such as new vocabulary.
2 V oca bula ry
These m odules build on the im portant words and phrases associated with the topic and
provide thorough practice.
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G ra m m a r
These m odules help you practise the gram m ar in a com m unicative and m eaningful
way, in business situations relating to the unit topic. Before you start, read the 'Refresh
your zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
m em ory' box to rem ind yourself of the key gram m ar points. Use the Gram m ar and
practice section at the back of the book for consolidation.
These m odules develop understanding and speaking skills in typical business situations.
In these m odules, you build up a checklist of useful expressions to use in the speaking
activities. The activities them selves allow you to practise these expressions and your
speaking skills in realistic situations with other people.
These m odules provide practice for the m ost im portant types of docum ent you will need
to write at work. You analyse a m odel text, focus on key language and use both as a basis
for doing a writing output activity.
The case studies provide an opportunity to apply all the language, skills and ideas you
have worked on in the unit. They present authentic problem -solving situations sim ilar to
those you will m eet in business.
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researc
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2
Every module includes an Internet research task to encourage )'Ou to
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explore the topic in
more detail. The tasks can be done before or after working on the module. Remember that
to search for an exact phrase, you may get more accurate results if~....J?ut quotation marks
around it.
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Business 2.0
O the r fe a ture s
In addition to the eight main units, the Student's Book contains the following:
Business fundamentals
This opening section introduces you to basic business principles and vocabulary. It provides a solid
foundation for you to build on in the course and will help you get the most out of all components
of IheBusiness2.0.
Reviews
These units can be used in three ways: to consolidate your work on the units, to catch up quickly if
you have missed a lesson, and to revise before tests or exams.
Additional material
This section contains all the extra materials you need to do pair- or group-work activities.
Grammar and practice
This section gives a useful summary of grammar rules with clear examples, and also provides
further practice of the essential grammar points in this level of the course.
Recordings
Full scripts of all the audio recordings are provided, allowing you to study the audio dialogues in
detail. However, try not to rely on reading them to understand the Iistenings - very often you don't
need to understand every word, just the main ideas.
Glossary
In each module, there is a short glossary of words you may not know. The definitions for these are
in the Glossary at the back of the book. Words in red are high-frequency items, which you should
try to learn and use. The others, in black, are words you just need to understand.
e W orkbook
T/JeBusiness 2.0 eWorkbook provides everything you would find in a printed Workbook, as well
It is mainly intended for self-study or home study and contains
as extra multimedia resources.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
material to support and enhance the activities in the Student's Book.
Language practice
This section contains activities to consolidate the language presented in the Student's Book.
You can practise grammar, vocabulary, listening, pronunciation, reading and writing.
Watch
This section contains a video clip and worksheet to accompany each unit in the Student's Book.
The video clips are episodes of a mini-drama that illustrate the communication and people skills in
each unit. The exercises allow you to practise the functional language in the video.
Tests
You can test yourself at any point in the course using the eWorkbook, by setting either the time or
the number of questions. Your test scores are recorded for your reference.
Print and work
This section offers a pen-and-paper version of the activities in the Language practice section.
You can also download the audio tracks required for these activities.
Grammar help
You can refer to this section for helpful grammar rules and examples.
Word lists
This section contains the key words and definitions from the Vocabulary modules in the
Student's Book.
Dictionary
Use the .R_ictionary Tool to link to thezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Macmillan Dictionary online
http:/.;www.macmillandictionary.com.
Writing tips
This section provides explanations
punctuation and paragraphing.
and exercises on aspects of writing, such as spelling,
Listen
This section contains all the audio recordings from the Student's Book and eWorkbook, together
with the audio scripts. You can download all the material in this section to a mobile device for
listening on the move.
B usine ss 2.0. Good luck!
We sincerely hope you will enjoy working with TIJt'zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
John Allison
Paul Emmerson
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3
/ h,. Business 2 0
Co nte nts
Company types and structures
Company finance
Supply chain
CVsand cover letters
1.1 Work culture and
placements
1.2 Work organization and
responsibility
1.3 Pasttenses and advice
structures
PAGE10
Reading: Monkey business
Discussion: Unwritten rules in the
workplace
Company departments
Job titles
Describing responsibilities
Past simple and continuous, past
perfect
should, ought to, it's a good idea to
2
2.1 Call centres
Reading: Manila calling
Discussion:The location of call
centres
2.2 Customer service and
telephoning
2.3 Asking questions and
Customer
support
Personal qualities
Describing problems
Phrasal verbs for phoning
Yes/No questions
Wh- questions
Have to, might have to, need to
Corporate
culture
PAGE22
giving instructions
Reviews 1 and 2 '
PAGES
3 4-35
3
3.1 Packaqtnq
3.2 Specifications and features
3.3 Relative clauses, articles
Products and
packaging
Reading: Wrap rage
Discussion: Packaging an electronic
toy
Measurements
Product description
Expressionsfor product
presentations
and noun combinations
Relative clauses
Alan, the and no article
Noun combinations
4
4.1 Career choices
4.2 Careers, personal skills and
4.3 Present tenses
Careers
qualities
PAGE48
Reading: Ten tips for creating a
career that lights your fife
Discussion: Managing your career
Present simple, present continuous
Present perfect, present perfect
continuous
Reviews 3 and 4
PAGES
60-61
5
5.1 Retailing
5.2 Negotiating and retailing
Making deals
PAGE62
Reading: Retail finds its new best
friend
Discussion: Social media and
shopping
Collocations for negotiating
E-tail transactions
6
6.1 Corporate social
6.2 Meetings, ethical
6.3 The passive and reported
Company and
community
responsibility
behaviour and social
performance
speech
PAGE36
PAGE74
Reading: The Johnson & Johnson
Credo
Discussion: Different aspects of
corporate social responsibility
Job benefits
Recruitment and employment verbs
Skills and qualities
Meetings expressions
Adjectives for talking about ethics
CSRcollocations
5.3 Conditionals and
recommendations
If + present simple + will
If + past simple + would
Recommend, advise, suggest
Passivestructures
Reported speech - tell, promise
assure, ask, say, guarantee, claim,
explain, imply, state
PAGES
8 6-87
7
7.1 Risksand opportunities in
7.2 Businessperformance
Mergers and
acquisitions
M&A
Financial information
Describing charts and graphs
Results and consequences
PAGE88
Reading: Lessonsin M&A
Discussion: The pros and cons of
taking over a business
8
8.1 Export sales and payment
Internation aI
trade
Reading: Pinball wizard learns from
mistakes
Discussion: Payment methods for
exporters
PAGE100
Reviews 7 and 8
Additional material
8.2 International deals and
payments
Making and processing paY""""u
Credit and insurance
Businesstransactions
7.3 Future forms and
expressing likelihood
Will and going to
Present continuous
Could. may. might, be likely/
un eJ.f to, be bound to
8.3 Prepositions
T.-ne expressionswithzyxwvutsrqponmlkjihgfed
in, on and at
Ago. fast next yesterday andzyxwvutsrqponmlkj
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i)ependent prepositions
PAGES
112-113
PAGE5114-121
Grammar and practice
PAGES
121-131
?eccro'::lgS PAGESl38-151
Glossary PAGES152-158
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S pe a king
W riting
C a se study
~ --
1.4 Meetings one-to-one
1.5 A placement report
1.6 Counselling
Expressionsfor giving diplomatic advice
Roleplay: a one-to-one meeting
Analysis: report structure
Lang.uage focus: formal phrases
Discussion, reading, listening and writing
related to counselling and giving advice
2.4 Dealing with problems by
telephone
2.5 Formal and informal
correspondence
2.6 Cybertartan Software
Expressionsfor giving instructions
Roleplay: a technical problem
Analysis: formal vs informal
Language focus: email expressions
Discussion, reading, listening and
presentation related to a customer service
centre in Scotland
3.4 Presentations - structure
3.5 A product description
3.6 Big Jack's Pizza
Expressionsfor structuring a presentation
Roleplay: presentation of a new product
Analysis: structure of a product
description
Language focus: features and benefits
Discussion, reading, listening and
presentation related to a Hong Kong tast
food chain
4.4 Job interviews
4.5 A CV
4.6 Gap years and career breaks
Expressionsfor answering job interview
questions
Roleplay: job interviews
Analysis: structure of a CV
Language tocus: appropriate CV
expressions
Reading, listening, writing and roleplay
related to gap year placements and
career breaks
5,4 Negotiations - bargaining
5.5 A proposal
5.6 St John's Beach Club
Expressionsfor bargaining and making
offers
Roleplay: a negotiation
Analysis: structure of a proposal
Language focus: options and
contingencies
Reading, listening and discussion related
to negotiating an incentive travel
package in Antigua
6.4 Meetings - teamwork
6.5 Reports and minutes
6.6 Phoenix
Expressionsfor contributing to meetings
Roleplay: meetings
Analysis: the structure of minutes and
reports
Language focus: linking words and
expressions
Discussion, reading, listening and
roleplay related to a car recycling plant
in Australia
1 -----
--
-
- :-}J
-~-:_~
7.4 Presentations - visuals
7.5 Presentation slides
7.6 Calisto
Expressionsfor describing slides and
visual aids
Roleplay: a presentation
Analysis: presentation slide layout
Language focus: being brief and concise
Discussion, listening, reading and
presentation related to a musical
instruments manufacturer in Central
America
8.4 Negotiations - diplomacy
8.5 Requests and reminders
8.6 Jeddah Royal Beach Resort
Expressionstor checking understanding,
correcting and reformulating
Roleplay: negotiations
Analysis: formulating requests tor
payment
Language focus: sounding polite
Discussion, reading and listening related
to a luxury resort in Jeddah
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B usiness 2.0
5
tals
B usine ss fundam
,._ business structures
types of companies
_-
j
provide
Business
model
~
-~ -
at the ways of classifying businesses. Which categories
these products and services belong to?
your lnternet connection
your milk and cheese
Business
type
~
.
V oca bula ry
D Look
Industry
type
,- -~.
--.
-,
~
C om pa ny type s a nd strudure s
your bicycle
your haircut
do the companies
that
spare parts for your car
your dental care
Primary
agriculture,
Secondary
construction,
Tertiary/service
banking, tourism, entertainment
Sole trader
The business is owned by one person who is responsible for any debts,
Partnership
Two or more people run the business; all partners share profits and losses,
Limited liability (Ltd)
The company is responsible for any losses, not the owners; the company is
private, i.e. shares cannot be sold to the public.
*Public limited (PLC)
The company is owned by shareholders who receive dividends and gain or lose
money if share prices go up or down.
B2B
business to business - companies sell to companies
B2C
business to consumer - companies sell to individuals
C2C
consumer to consumer - individuals sell to individuals
B2B2C
third party vendors or consultants sell a company's products to consumers
fishing, forestry. mining
manufacturing
-----_
---
* A public limited company can also be known as a corporation
o Look
at the business structures.
(Corp) (Inc)
Which do you think
small family business global online retailer
medium-sized manufacturer
--------------
is best for these companies?
multinational
conglomerate
Functional structure
Hierarchical structure
Scarlatti
(EO
Headquarters
Jordan
(FO
Research &
D ev elo pm ent
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Mosca
Kilroy
SALES REP
SW DEVELOPER
Jones
TESTER
M atrix structure
Product structure
Management
Chief Executive
Officer
I
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Orange
_s_oa_p_
Juice
Ba tte rie s
Liste ning
D ~ 1:01-1:05
job, industry
listen to five people talking about their businesses. Note each speaker's
type, business model, type of business and company structure.
e.g, S peaker 1 - geologist - m ining
-----
- m ultinational
corporation
._ ---_ ._ .
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i zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
he Buaruess Z zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Il
Business fundameMals
•
------------~----------------.--------------~--------------------~--------------------------~----..
profit and loss
..
assetsand liabilities
C om pa ny fina nce
R e a ding
D Read the
article below
and choose the best summary:
a) Baker's Dozen makes healthy profits because its products sell well.
b) Baker's Dozen makes a heavy loss because its costs are out of control.
c) Baker's Dozen only just breaks even because its overall margin is too small.
THE zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Baker's Dozen Ltd's thirteen outlets bake and sell their own
B akel'l
fresh bread and cakes. Revenue has nsen quickly since
the bakeries started selling to hotels and restaurants
as well as the general public. Pastries and pies
are selling well, but shareholders are finding
annual results disappointing. It seems that
there is very little left over to pay dividends or to reinvest in the business as
retained profit. So what's the problem?
The company reports a healthy gross profit, since its cost of goods sold
is low: raw materials (essentially flour,water, eggs and sugar) are cheap, and most
bakery staff are on minimum wage. However, operating profit is much less impressive. As the
business has expanded, operating costs. such as rent, electricity, administrative salaries, insurance and marketing
have increased considerably. So net profit after tax has been a big disappointment, not to mention all the money
that disappears in corporation tax and depreciation (the B2B market requires customized vans that lose value very
quickly). In conclusion, it seems there's still profitto be made in baking, but it's certainly not easy money]
DOZEN
V oca bula ry
o
Use the words in bold in the article to complete
1-9 in the table.
money from customers
e.g. materials and labour
direct costs,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
2
3
profit (or loss) after direct costs
4
other costs, e.g. administration,
buildings, utilities
5
profit (or loss) after direct and other costs
6
money paid to the government and loss in value of equipment
8
money distributed to shareholders
profit (or loss) after all costs and taxes
-====---======-========:_ __
9
money reinvested in the company
o W ith
a partner,
put the assets and liabilities
in the box in the correct category.
bank loans buildings
cars inventory
invoices land
money invested in the company by the founders
mortgages
office furniture
patents
production machinery
raw materials
retained profit
unpaid customer invoices
unpaid insurance premiums
Assets (what the company owns)
(cash and things that
can be sold within
Long-term assets
(things that are used
over more than one
one year)
year)
Current assets
unpaid salaries
unpaid supplier
I't
ve« ~
Liabilities (what the company owes)
Current liabilities
(debts to pay back
Long-term liabilities
(debts to pay back
Shareholders' equity
(what's left after
within one year)
over more than one
paying all debts)
year)
bank loans
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Business 2.0
7
B usiness fundamentals
--- ------------ -- -----
~----~----~-
~
supply chain logistics
~
financial supply chain
Supply chain
V ocabulary
D
Complete the text about the supply chain responsible for Suzy's new computer with
the company namesfrom the chart.
G eneral
'C hina
P lastics
Keyboards
C orp.
Ltd
raw materials
component
supplier
supplier
C herry
E lectronic
C omputer
D istribution
Inc
P LC
manufacturer
wholesaler
H igh S treet
S uzy
P C s Ltd
customer
retailer
ORDERSIMONEY
When Suzy's old PC breaks down, she can't imagine a weekend without her social network. So
she goes down to (1)
and buys a new one. It's as simple as that. She doesn't need to
know about the supply chain that makes it possible, or the multiple financial operations that
will distribute her credit card payment to companies around the world.
On another continent, a new order of plastic granulate (made from crude oil) is being
delivered to component suppliers (2)
by a (3)
truck. Suzy's new
computer was only delivered to the store last week by FedEx, but they're already almost out of
_
stock, so the inventory system automatically places an order for ten more with (4)
Every month, the manufacturer (5)
, buys hundreds of thousands of components
from suppliers like (6)
, whilst distributors like (7)
order several hundred
PCs to be able to supply stores all over the country. By the time Suzy gets her new PC set up,
literally hundreds of people have contributed to keeping her online.
o Complete the sentencesabout supply chains with the correct preposition from the box.
for
from (x2)
to
to
0
Retailers order
with (x2)
wholesalers.
2
Wholesalers place orders
manufacturers.
3
Suppliers sell
4
Manufacturers
5
Commodity suppliers provide manufacturers
6
Trucks deliver goods
7
Customers pay
in cash.
8
Ultimately, the end-user pays
everything.
their customers.
buy components
sub-contractors.
raw materials.
customers.
retailers, usually
6
~
_
\.1~d
I1P "
DE"'" zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
D
Complete the diagram of a financial
supply chain with the words in the box.
~
delivery
goods
~
invoice
made
'00""." "".,..
o W ith a partner, draw a similar
diagram to the one in Exercise1 to
show how you think the supply chain
is organized for buying books or
music online. Compareyour ideas with
another pair.
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despatched
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note copy
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returned
._--------_._------------------------8
fi',~ Business 2.0
Business fundamentals
•
CVinformation
•
composinga cover
letter
-I
C V s a nd cove r le tte rs
W riting
D
•
Use the headings in the CVbelow to create your own CV with your personal details.
I
(Your first or given name(s)and family or surname)
Lina Ramirez Moreno
NAME:
DATE OF BIRTH:
NATIONALITY:
CURRENT ADDRESS:
PERMANENT ADDRESS: (IF APPLICABLE)
EDUCATION: (year: from-to, starting with most recent) (namesof institutions
attended and qualifications obtained)
2010-2013 Oxford High School, Buenos Aires: International Baccalaureate Diploma
WORK HISTORY: (month/year:
from-to, starting with most recent) (type of work, employer and responsibilities)
July-August 2012 holiday job, Big Jack's Pizza, Hong Kong
I worked as ... r I was responsible for '"
POSITIONS OF RESPONSIBILITY: (year: from-to, starting with most recent) (position and responsibilities)
2010-2011 Secretary of High School French Society
I organized ..., I managed ...
OTHER: (give details of language and IT skills, sports or cultural activities, driving licence, etc.)
good spoken French, MS Office and Adobe Photoshop, volleyball, clean driving licence
REFERENCES:
Seenext page
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---....
_
-
....... ........
S pe a king
o With a partner, exchange CVs.Ask and answer questions to find out at least two more
piecesof information for each item.
Which type of baccalaureate did you do?
What was the most difficult part of your job at Big Jack's Pizza?
Why did you choose volleyball?
W riting
o With a partner, put the phrasesin bold in this cover letter in the correct order.
Dear Ms Naqvi,
As a second-yearstudent at Cracow University of Economics,lam businessexperience gain I keen to
through a three-month work placement (July-September)with a leading international retailer like
PCWarehouse.
2extensiveof have I knowledge the PCmarket, and 3assembling considerable of computers experience
for family and friends. In addition, my university course in Customer Relationship Management 4ahas in
given interest me retailing strong.
I will be a Sandhighly hard-working intern motivated and I feel sure that I can 6a contribution make
your valuable organization to. I am interested in all aspectsof your businessmodel, and 7acceptany
happy position to be would you are abl.eto offer me.
8to answer any calli next questions week you will you may have, but "at contact time free to me any
feel please for more details or to arrange an interview. Thank you lOandtime your consideration for.
Sincerelyyours,
Karol Kowalski
D Write your
own cover letter for a job or work placement you would like to do.
TIll' Business 2.0
I
__
J
9
1 C o rpo rate
------------- ------~
com pany culture
~
unw ritten
---l
._--------
c ulture
-------------------------------------
1.1 About business W ~rk c~lture
-------- ------ ----------------- -------------------------------------------------_
a~d-placements
-
--
-1
:
rules in the
D iscussion
w orkplace
D
Inte rne t
re se arc
h
S earch for the keyw ords
w o rk fu n . Find out how
com panies are trying to
create a fun atm osphere
at w ork.
W ith a partner,.discuss what you would do in each situation and explain why.
You've just started working for a new company. Do you:
a) try to look as smart and professional as possible?
b) wear jeans and a T-shirt like all the otheremployees?
VVhy?
a) stop work at five o'clock like everyone else?
b) stay longer to finish your work?
VVhy?
a) share your ideas and opinions at staff meetings immediately?
b) say nothing like most of your colleagues?
VVhy?
S can reading
o
Scan the article opposite to find:
a) what the monkey experiment demonstrated,
b) seven examples of unwritten rules.
c) what new staff learn about work culture and how they learn it.
D iscussion
o
1
2
3
In small groups, discuss the questions.
W hat do you think organizations and companies can do to avoid negative unwritten rules?
W hat unwritten rules do you imagine you might encounter in your country as an intern in:
a government department?
a small public relations firm?
Think about:
office etiquette, e.g. dress code, punctuality, personal calls, coffee and lunch breaks
relationships with colleagues, management and clients/business partners
autonomy and initiative
W hich work culture above would you prefer to work in? W hich would be the most difficult
to adapt to? W hy?
Listening for gist
II :.1:06-1:07
Listen to Sandra, an American business student. and D avid, a British civil
service manager, talking about problems they experienced with work placements. Answer
the questions.
1
2
W hat problems did Sandra and David have?
W hat were the misunderstandings that caused these problems?
Listening for detailzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D :
1:06-1:07
Listen again. W hat mistakes did the students and the supervisors make in
each case?
Brainstorming
IJ
G lossary
PAG E 152
assignm ent
autonom y
beating
dress code
etiquette
initiative
intern
pick up
10
I ,,--BUSIuess
_.
and presentation
In small groups, compare organizations where you yourself, your friends or members
of your family have worked or studied. In what ways are their cultures different? H ave
these differences ever caused problems or misunderstandings?
S cie ntists
put a group of five m onke ys in a ca ge . At the top of
a la dde r, the y hung a ba na na . As soon a s a m onke y clim be d the
la dde r,
I
he w a s show e re d
up trying
I
s
'0
"
20
25
30
35
w ith
cold
w a te r;
to re a ch the
Next, the scientists disconnected the cold water
and replaced one of the five monkeys. When the
new monkey tried to climb the ladder, the others
immediately pulled him down and gave him a good
beating. The new monkey learned quickly,and
enthusiastically joined in beating the next new recruit.
One by one, the five original monkeys were replaced.
Although none of the new group knew why,no monkey
was ever allowed to climb the ladder.
Like the monkeys in the experiment, every culture
and organization has its unwritten rules. These rules are
probably the single
most influential
factor on the
work environment
and employee
happiness. Though
many work cultures
embrace positive
values, such as loyalty,solidarity, efficiency,quality,
personal development and customer service, all too
often they reinforce negative attitudes.
In many businesses, an unwritten rule states that
working long hours is more important than achieving
results. In one medium-sized company, the boss never
leaves the office until it is dark Outside in the car park,
he checks to see who is still working and whose
office windows are dark. Staff who risk leaving
earlier now leave their office lights on aU night.
Other common unwritten rules state
that the boss is always right, even when he's
wrong; if you're not at your desk, you're not
working; nobody complains, because nothing ever
changes; women, ethnic minorities and the over 50s
are not promoted; the customer is king, but don't tell
40
45
50
55
the
group
soon
ga ve
ba na na .
anyone, because management are more interested in
profitability.
Often nobody really knows where these unwritten
rules came from, but like the new monkeys, new
recruits pick them up very quickly, despite the best
intentions of induction and orientation programmes.
The way staff speak to management, to customers and
to each other gives subtle but strategic clues to an
organization's culture, as do the differences between
what is said, decided or promised, and what actually
gets done. New staff quickly learn when their ideas
and opinions are listened to and valued, and when it's
better to keep them ('0 themselves. They learn which
assignments and aspects of their performance
will be checked and evaluated, and
whose objectives and instructions they
can safely ignore. Monkeys may be
more direct, but work culture
is every bit as effective at
enforcing unwritten
rules as a good
beating.
/1,(·zyxwvutsrqponmlkjihgfedcbaZY
B usine ss zyxwvutsrqponm
2.0 zyxwvutsrqp
11
1 C o rpo rate
~
company departments
~
job titles
---------------------"
~
c ulture
D iscussion
describing responsibilities
o Decidewhich word in each group is different from the others. Then compare your ideas
with a partner.
1 job task work project
2 manager
boss deputy supervisor
3 colleague co-worker
associate
collaborator
Liste ning for de ta il
o~
1:08 Sam Shenton is a new intern at Warndar Techonologies.a software
engineering company in Texas.Listen to Bertram Newman. her supervisor.explaining the
company structure. Complete the organigram.
Merilyn Warner
CEO
David Darren
(1)
(8)
_
(6)
_
IT & Technical
Marketing zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Administration
Monica Overstreet
(2)
Bertram Newman
_
(4)
_
Manager
Development Manager
two
one Art Director
one (5)
_
(3)
_
_
Douglas Pearson
Herb Monroe
Support
R&D Manager
Program Manager
Roxane Pawle
seven
two software
(7)
_
one (9)
officer
1
~J
_
_
two
(12)
two salesmen
D
one
(11)
engineers
_
1:08 Listen again and answer the questions.
Why is the organization
simple now?
2 Why does Bertram say it's going to change?
3
4
What is the difference between the roles of the CEO and the COO at Warn dar?
Who arc Irysis and where are they based?
What happened about two years ago?
When did Roxane Pawle join Warndar? What happened to her predecessor?
5
6
D
Match the parts of these sentencesfrom the listening to complete ways of describing
responsibilities.
IDte~et
re se arc
h
CEO, COO, CFO ...
1 You're going to report ~
a) on a day-to-day basis.
2 She also looks
b) with strategy.
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
3 She has two accountants working
c) directly to me.
4 David runs the business
d) under her.
5 Merilyn deals
e) after finance.
Search for the keywords
Chief Officer to fi nd
6
7
more C ... Os. Make a
list, dividing them into
8
two categories, serious
9
10
and humorous.
------------~----------
12
j {,'
Buatneas
Our Office Manager
He's responsible
Roxane is in charge
My role is
He liaises
----------2.0
f)
g)
h)
i)
j)
_.-
to manage Marketing & Sales.
with me in Marketing.
for building our product package.
takes care of personnel.
of IT & Technical Support.
-- ---------------
P re positions
11 Complete the electronic newsletter
alongside
k2:
•
INBOX
RE,PlY"
I
as
at
in
on
by using each preposition once.
under
FORWARD ..
This month Warndar News is delighted to welcome Sam Shenton, our new intern. Sam, who comes from Boston, joins the
, Marketing team and will be working (1) ,I.!_ ,
Jake Smith and Saidah Hussain.
IT Manager Roxane Pawle in IT & Technical
Andy Highlands has moved trom R&D. He IS now working (2)
Support. He replaces Fred Staples,who retired last month. Good move, Andy!
News of JacksonTyler,our former IT Manager: after transferring to Washington and working (3)
Head of IT
(4)
Sterns & Lowe, Jackson is now back in San Antonio. He was hired immediately, but only to work
(5)
an Internet cafe. Jacksontells us it's Just a temporary demotion; he is also working (6)
'. '-'
a business
plan for a new social networking site. We Wish him the best of luck1
D iscussion a nd pre se nta tion
o
Work in groups of three. You want to open a private music schoolthat offers music lessons
to people of all ages. Decide:
who is responsible for the areas in the box below.
how many extra staff members you will need.
who everyone reports to.
Draw an organigrarn of the company structure using the words from the box.
accounts advertising CDand musiclibrary cleaningand maintenance discipline
educationalpolicy instrumentrepairs insurance legal questions organizingconcerts
planningtimetables publicrelations purchasing quality and complaints
receptionand office recruiting teachers registrations salaries soundsystems
transport and logistics
o Work with
a partner from a different group. Presentyour music school'sorganization using
relevant phrasesand vocabulary from the previous exercises.
G lossa ry
PAGE 152
on a day-to-daybasis
organigram
predecessor
take over
D e fining
[)
w ords
With a partner, practise defining words relating to work organization.
Student A: turn to page 114.
Student B: turn to page 118.
----------------_._--_ zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
.. -----
J zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
se zyxwvutsrqponmlkjihgfedcbaZ
Business 2.0
13
1 Co rpo rate culture
... pastsimple and
continuous
... past perfect
Past tenses
... should, ought to, it_j'S
a
good idea to
P a st continuous
D With
R e fre sh your
m e m o ry
Past simple
He worked
completed actions
Past continuous
He was working
background situations
Past perfect
He had already worked
one past event before
another
... Grammar and practice page122
Advice structures
... Grammar and practice page 123
a partner, take turns asking about and explaining these situations:
1 A: I saw you at themeeting yesterday.W hy were you sleeping?
B: T wasn't sleeping actually.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
J was thinking. Deeply.
A: So why were you snoring?
B: I wasn't snoring! J was just laughing at the presenter's jokes.
2
3
4
5
6
I
I
I
I
I
heard you on the phone yesterday in the office. W hy were you talking to your mother?
heard you in a teleconference yesterday.W hy were you shouting at your boss?
saw you at the coffee machine yesterday. W hy were you laughing at the new intern?
saw you at your computer yesterday.W hy were you playing a video game?
saw you in the car park yesterday.W hy were you kicking the CEO's car?
P a st pe rfe ct a nd pa st sim ple
o Write endings for anyzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
six of the sentencesbelow. Usethe past simple or the past
perfect as appropriate. Your partner has to guesswhich sentence the ending goes with.
A:
B:
A:
B:
1
2
3
4
5
6
7
8
9
10
11
12
I had my first interview at university.
You had just passed your exams?
No, try again.
You had never been so nervous as when?
A: Right.
B: Why was that?
A: Because ...
I had just passed my exams when ...
W hen I got my first car ...
I had already done several holiday jobs when ...
The first time I came here ...
I had never been so nervous as when ...
I was completely lost on the first day because ...
I hadn't felt so good for a long time when ...
W hen I first met you I was surprised because .
I had just been on holiday at the seaside when .
W hen I heard the news ...
I had just found a job when ...
I'd never been so happy in my life as when ...
Advice structure s
D In small groups, take turns to
ask for and give advice on the points 1-6 below.
Use expressionsfrom boxes A and C to give, accept and reject advice.
You should(n't) ... It's (not) a good idea to ... It's (un)wiseto ... It's important (not) to ...
Haveyou tried ...7 How about ...7 What about ...7 Why don't you ...?
Haveyou thought of ...7 Youcould always... You ought to... You might want to ...
Good idea. I'll try that. Yes,you're quite right. OK, point taken.
You'vegot a point, (but ...) I seewhat you mean,(but ...) You may be right, (but ...)
I'm not sureabout that. I don't think that will work. You're joking!
1 how to get a well-paid job
2 how to be popular in the office
3 how to manage your time effectively
4
5
6
how to keep customers happy
how to get a promotion quickly
how to manage stress
o
Taketurns to explain the problems 1-6 below and give each other advice on how to
solve them. Useexpressions from boxes Band C to give, accept and reject advice.zyxwvutsrqponmlkjihgfedc
1 a problem with your car
2 a problem with your computer
3 a problem with your teacher
14
11." Business 2 0
4
5
6
a problem of money
a problem with a colleague or friend
a problem of time
IntenBet
re se arc
h
S earch for the keyw ords
business jokes. W hich
other tenses do business
jokes use? T ell a joke
in your ow n w ords,
w ithout
using notes.
Listening for detail
o ~ 1:09
Listen to an after-dinner story. N umber the events below in the order they
happened.
o The largest crocodile's mouth shut -snap- behind the CPo.
o There was a loud splash.
lil The CEO gave a party.
o The CEO showed the executives the pool.
o Everyone ran back to the pool.
o The CPO asked the CEO who was responsible.
o The CFO climbed out of the pool.
o The CEO challenged his team.
II ~ 1:09
Listen again and complete the sentences from the story.
1 The boss
very well for himself, so he
the executives around his luxurious
country house.
2 At the back of the house, he
the largest swimming pool any of them had ever seen.
3 They
to follow the CEO towards the barbecue when suddenly there
a
loud splash.
4 Everyone
and
to the pool where the Chief Financial Officer
_
for his life.
5 The crocodiles
him when the he
the edge of the pool.
6 He
climb out of the pool when he
the mouth of the biggest crocodile
close shut -snap- behind him.
T elling a story
o
W ith a partner, tell a story in your own words using appropriate past tenses.
G iving advice
D M atch the beginnings of the sentences 1-10 with the endings a-f to make pieces of advice
for new employees.
1
2
3
4
5
6
7
8
9
10
You should
It's unwise
It's a good idea
You should
You shouldn't
a)
b)
c)
d)
e)
It's a good idea to .........._____ f)
It's important
.......__g)
You shouldn't
h)
i)
You should
j)
You ought
III W ith
expect to finish on time every day.
learn to set goals.
dress appropriately.
to make too many personal phone calls.
to learn proper meeting behaviour.
accept responsibility for mistakes.
learn who does what and how things get done.
not to neglect forming effective relationships at work.
to reduce stress by balancing your life.
expect that you will like every task.
a partner, take turns asking for and giving advice.
Student A: turn to page 114.
Student B: turn to page 118.
/ II{zyxwvutsrqponmlkjihgfedcbaZYXWVUTS
B usine ss zyxwvutsrqpon
2 .0 zyxwvutsrqpo
15
1
Co rpo rate
culture
- - --
... adjectivesto describe
behaviour
1 .4 S pe a king
... diplomatic expressions
... roleplayinga one-to-one
meeting
-
M e e tings
-
- - --- -= -
-
- --
one-to-one --
D iscussion
D Do the questionnaire from a businessmagazine. Mark the statements T (true), F (false)
or D (it depends).Then compare and justify your answers. Talk about how different cultural
and businesscontexts affect your answers.
OFFICE ETIQU ETIE
zyxwvutsrqponmlkjihgfed
--f.9 P e stionna ire
o
o
o
o
o
o
o
o
1
2
3
4
5
6
7
8
It is perfectly acceptable to call the boss by their first name.
You should never socialize with managers after work.
If a superior asks you to bring coffee for a visitor, you can tell them politely it's not your job.
Personal calls are acceptable only at certain times of the day.
Staying late at the office to finish your work is a sign of inefficiency.
In meetings it is advisable for junior staff to speak only when invited to do so.
It is OK to offer suggestions to superiors about how to improve the business.
It is not advisable to zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
have a romantic relationship with a co-worker.
Liste ning for de ta il
o ~1:10-1:11 Listen to two versions of a conversation between Tiffany, an intern, and
Simon, her supervisor. Underline the words that describe Simon's behaviour. Then compare
your answers with a partner.
Version1- Simonis:
Version2 - Simonis:
objective impatient a good listener
dogmatic diplomatic friendly
firm
authoritarian
understanding msincere
threatening weak frank
objective impatient a good listener
dogmatic diplomatic friendly firm
understanding insincere authoritarian
threatening weak frank
D With
a partner, discussthe questions.
1 W hy is Simon's communication style more effective in Version 2?
2 Are there situations when the style in Version 1 is more appropriate?
3 W ould the two communication styles be a) acceptable and b) effective in your own
language?
16
Tl»Business
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
D ~
1:11 In Version 2, Simon uses modal verbs, introductory phrases and negative questions
to make his advice more diplomatic. With a partner, find suitable words to complete the useful
expressions for being diplomatic in the checklist. Then listen again and check your answers.
U se ful e xpre ssions: Be ing diplom a tic
Modal verbs
You
want to ...
You could maybe ...
You'd do better (not) to ...
It
Actually, I think ...
Introductory phrases
Ithink
_
to me that ...
Negative questions
____
you think ...7
Wouldn't it be better (not) to ...7
D iplom a tic
D
1
2
3
4
5
6
7
D
Inte rne t
re s e arc
h
A:
B:
A:
B:
A:
B:
A:
B:
Wouldn't you agree that ...7
Why
you ...7
a dvice
Make these comments more diplomatic.
You shouldn't disturb your co-workers.
You won't meet deadlines if you don't prioritize.
Delegate, or you'll never finish the job.
You shouldn't eat at your desk.
Don't make personal calls at work.
If you ignore your colleagues, don't expect them to help.
You'll make yourself ill if you don't take care of your life-work balance.
With a partner, read the dialogue aloud. Then read it again, making it more diplomatic.
You disagreed with the boss this morning. Not a good idea!
So what? J was right, he was wrong.
But you're always so aggressive!
And you should mind your own business!
You'll never progress in this company if you can't accept criticism.
So that's why you never got promotion, right?
Well, unless you change your attitude, don't expect any support from me.
Look, just forget it, OK? It's coffee time anyway.
Search for the keywords
R ole pla y zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
learn E nglish. What
are the best e-Iearning
resources for English
available on the Web?
o With a partner, hold informal
problem-solving meetings. Use diplomatic language to help
you agree, unless you feel a more direct approach is necessary.
Student A: turn to page 114.
Student B: turn to page 120.
T l» zyxwvutsrqponmlkjihgfedcb
Business Z.O
17
1
Co rpo rate
c ulture
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Ill-
report structure
Ill-
formal phrases
1 .5 W riting
A pla ce m e nt re port
D iscussion
,.. writing a report
D Henry, a m arketing
student, has just finished his placem ent a~Cam bro Corp. a.n
engineering com pany in Littleham pton, New Jersey.He has to write a report on his
experiences. Discusswhat you think this report will contain and what style it will be
written in .
M ode l
o Read the extracts from different sections of Henry's report below. Choose the correct
heading a-e for each section 1-5.
a)
b)
c)
d)
e)
Observations about the company
Appendix
Introduction
Professional achievements and conclusions
Experience during work placement
1
_
a six-month placement with Cambro Corp. under the supervision ofzyxwvutsrqponmlkjihgfedcbaZYXWV
M r Geoffrey
Thomson, Marketing Manager. The objective of the internship was to design, conduct
and analyze the results of a market study for a new electronic gearbox.
2
_
response rate to the first mailshot was very poor. When customers were contacted by
telephone, it became clear that many of them had not understood the first question. The
order of the items was therefore modified and the response rate increased by 200% ...
3
_
a long history of sponsoring local sports and cultural events. Cambro's reputation is one
of its greatest strengths. To obtain a similar result through media campaigns would cost
millions. This aspect of the company's marketing and PR policy was most impressive ...
4
_
communication skiUsin particular. Developing and performing a market study in less
than six months was a major challenge. Fortunately, I was able to apply the knowledge
I had acquired in marketing in year two of my degree, and the results of my study were
extremely well received. In future, I think it would be very helpful if ...
------~--~------------------------------~-----5 ... including the following documents:
A Daily journal B Thank you letter to Mr Thomson C Evaluation letter from Mr
Thomson D Resume E Cambro brochure and sales literature
-.------~----------,------------------------------
Ana lysis zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Decide which section 1-5 of the report these topics should be in.
1
2
3
4
5
6
7
8
18
0
0
0
0
Analysis of successes and failures
Objectives of the internship
Details of your responsibilities
Analysis of what you learned
0 Evaluation of the company as a potential employer
0 Suggestions for the future
0 Description of the company and how it is organized
0 Observations on the company's culture and policies
I zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
he Business 2.0
IntenBet
re se arc
h
H ow and w here can
you find an internship?
S earchfor the keyw ords
find internships to learn
m ore.
Language focus
D
Match Henry's informal diary entries 1-9 with the formal phrases used to talk about the
same things in the report extracts in Exercise 2. Underline the formal phrases in the report.
6
1
2
TOdt>.(1 :r c.[;\ii.ed i.oh of c.,«stol1l.ers.
•••
W [;\s
c.ooi!
7
8
3
"Th.P.1<}( (l"0od1<ess
I'd
i.e[;\r1<t
(A.ow
to
do [;\ I1I.[;\r}(ets wve(1!
4
5
Output
o~
1:12 listen to a conversation between Jason, who has recently completed a placement
at Diftco, an exporter of construction equipment in Birmingham, UK and his friend Alex. Take
notes about Jason's placement in preparation for writing his placement report.zyxwvutsrqponmlkjihgfedc
III
W ith a partner, organize your notes from Exercise 5 and Jason's notes below into the five
placement report sections listed in Exercise 2. Then write Jason's placement report. Remember
to use more form al language.
-
(1ood rl).pport witk export stl)..f.f) zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
W l).nk01ASe stl)..f.f ....o re di.f.fic.1AH
eB1Aip
....e 1tlt osse ....b ied Mtd pl).c./(ed i1'\ W l).rek01Ase
d01Abie-c.tt..ec/(i1tl.for....l).ti01tl - ve1" i....p orh1tlt iess01tl!
wl).ste probie .... i1tl wl).rek01Ase - d01tl't rec(Jcie e1tl0'lA(1k
re~ ....b er to I).ttl).ck dl).ii}tjo1Ar1tlI).i-jo1Ar1tlI).i.doc
O1'\e o.f ....o st pro.fitl).bie -hr ....s i1tl re(1i01'\
S(Jste ....- i1tltensti1'\(1
iel).r1tlt bl).r code zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
- too ....1 Ack r01Ati1tle pl).perwor/( - ve~ bori1tl(1!
- copies o.f ietters
to 1).1tId.fro .... '"'1s l,Nitte1tl} s1Apervisor
- ....e s+ o.f ti ....e i1tl ~xport O.f.fiM} oiso ckec/(i1'\(1 c01tlhi1'\ers
- ve~
appendix
gearbox
m ailshot
rapport
take the m ickey
tiri1tl(1 - 1tIeed I). koiidl).(J
1tI0w!
i1tl W l).nk01Ase
1 Co rpo rate c ulture
~ counsellingskills
~ exploringproblems
D iscussion
~ written advice
D
What kind of personal problems can interns or employees experience when working
abroad? With a partner, brainstorm a list.
Liste ning for de ta il
o ~1:13 Listen to an extract from a lecture on counselling skills and complete the
handout.
C O U N S E LLIN G
Counselling
=
helping someone
a personal problem using their own
_
COUNSELLING SKILLS
D listening
D manipulating
Dtalking
D helping
D persuading
Dtelling
D assisting
D exploring problems
D reassuring
D solving (for them)
THE THREE PHASES OF COUNSELLING
Phase one =
_
Phase two =
_
Phase three =
_
o With a partner, describe a situation when you helped someone with a problem, or
when someone helped you. Did your experience correspond to what you heard in the
lecture?
C ounse lling
IJ
la ngua ge
Match each phrase in the box with a counselling skill on the second handout below.
How did you feel? Why not start byzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDC
-ing ... ? What'syour first priority?
Youwere surprised? What would happenif (+ pasttense)? Right.
So,to sumup, ... Soyou're sayingthat ...? What are the options?
COUNSELLING SKILLS CHECKLIST
Counselling
skill
Usefulphrasesor body languagezyxwvutsrqponmlkji
Descriptionof skill
-----------------,r--
1 Asking open
questions
Ask who, why, what, where. how. etc. to get them
talking about the issues.
2 Paraphrasing
Clarify your understanding by rephrasing what they
said. and feed it back to them.
3 Payingattention
Use positive body language to show that you are
really listening.
4 Encouraging
Show you're interested by nodding and sayingzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGF
----
look person in the eye. sm .Ie. nao head
_-+I_U_h-hUh. M m m . Yeah. I see, etc.
5 Echoing
Encouragethem to tell you more about a topic by
repeating a key phrase or word.
6 Summarizing
7 Establishing
options
-ShOWyou have understood all the7said by PUlli~gl
it all together in two sentences.
_
Get ideas from them on possible alternatives to
resolve the problem.
-8 Asking hypothetical l'EncOUragethe problem holder to thinK through the-rquestions
implications of their suggestions.
9 Prioritizing
Establish which of the possible options the
problem holder chooses to tackle first.
10 Action-planning
____
Suggest a clear first step they can take to help
_Chem manage their problem.
o zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Add one more phrase of your own to eachcounseDiingsfr:iIhandout in Exercise4.
t:1e
20
TbeBUsiness2.o
Inte r.ne t
re s e arc
h
Find out more about
living and working in
either Japan, the UK or
the USA.
R ole pla y
III Work
in groups of three. Take turns being the problem holder, the counsellor and the
observer.
Problem holder
Problem holder A: turn to page 114.
Problem holder B: turn to page 118.
Problem holder C: turn to page 120.
Use the information given to respond to the counsellor.
Counsellor
Guide the problem holder through the three phases of counselling in Exercise 2. Use the
counselling skills in the checklist in Exercise 4 to help the problem holder find solutions to their
problems.
' .. eWorkbook
Now watch the video
for this unit.
Observer
Observe the counselling session and take notes. Use the checklist in Exercise 4 to note which
counselling skills the counsellor uses and how well they use them. At the end of the session, give
the counsellor feedback to help them improve their skills.
W riting
o Work with
Glossary
PAGE 152
body language
bounce back
echo
headache
open question
outlook
paraphrase
perspective
a partner. You are on a placement in a foreign country.
a) Write an email to your partner explaining the problems you are having.
b) Exchange emails with your partner. Write a reply, giving your advice. Use some of the
expressions in the box to show that you understand your partner's problems and to encourage
them to think positively.
I can seeexactlywhat you mean about...
It can't be easyto ... when / if you ...
You must be feeling very...
I know just how you feel.
It's perfectly normal to feel that way.
You have to keep things in perspective. I'm confident you'll be able to find a solution.
I'm sureyou'll bounce back.
11",zyxwvutsrqponmlkjihgfedcb
Business 2.0
21
2
Custo m e r suppo rt
... caII centres
2 .1 About busine ss
... customerservice
technology
C a ll ce ntre s
D iscussion
D From the
customer'spoint of view, does it matter where a call centre is? With a partner,
think of reasonswhy it is, or is not important.
S ca n re a ding
o
Readthe article opposite about call centres in the Philippines. Decide if statements a-f
are T (true) or F (false).
The Philippines have overtaken India as a business process outsourcing provider because ...
o a)
o b)
D c)
o d)
o e)
o f)
millions of Filipinos emigrate every year.
changes to financial regulations have made setting up call centres more attractive.
call centre operators don't want to put all their eggs in one basket.
American customers understand Filipinos better than Indians.
most Filipinos' mother tongue is Tagalog.
Indian call centres only provide high-level consultancy services.
S um m a rizing
D Match the headings below with
1 Margin for improvement 0
2 Culture change [6]
Inte rne t
re se arc
h
Search for the keywords
call centre racist abuse
to learn about racism
experienced by call
centre operators. What
can be done to combat
this type of abuse?
the correct paragraph in the text.
3 India's reality check D
4 Language of success D
5
Learning from India
D
R e a ding for de ta il
D
With a partner, discussthe significance of these words and phrasesfrom the article.
Decidewhether they represent strengths or weaknesses,threats or opportunities for the
Philippines and complete the SWOTchart.
bars, restaurants and shopping malls
to bus employees to and from work
replace up to half their staff
four million college graduates
consultancy projects
national language
unreliable infrastructure
experienced managers
helpful
harmful
internal
factors
Strengths
Weaknesses
external
factors
Opportunities
cultural links
tax breaks
night shifts
cultural links
Threats
Liste ning
o~
1:14 Cloud computing now offers a third alternative to domestic or outsourced call
centres. Listen to an interview with the head of customer relations at Groupon®, a 'deal of
the day' website company,talking about new technology they use. Answer the questions.
1
2
3
4
5
Glossary
PAGE152
bus (verb)
copycat
tax break
tax holiday
twentysomething
22
/lIt'
How does Natterbox deal with calls from important clients?
How does Natterbox match callers to the best customer service agent?
What is special about Groupon's call centre staff?
How does Natterbox avoid customer frustration?
How could cloud-based computing change call centre staffs lives?
R ole pla y zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o Work in groups of three. Your company provides an online music-streaming service
to customers all over the world. Hold a meeting to decidezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
where to set up your new call
centre. Chooseone of the three roles and prepare your arguments before you begin.
Role A: low-cost country - turn to page 114.
Role B: your own country - turn to page 118.
Role C: cloud-based approach - turn to page 117.
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
C A LLIN G
m Times have changed
in the Philippines. In a traditionally
poor, deeply religious and conservative country, suddenly
twentysomethings
are spending freely in bars, restaurants
and shopping malls as they start or leave their night
5
shifts. After decades of exporting its labour force to richer
countries, Manila is turning the tables in the business
process outsourcing market.
IIIIn the
Philippines, emigration is a long-established
tradition. Every year, a million Filipinos leave their islands,
10
hoping for a better life in Asia and the Middle East. As
welcome as the $1Ob (5% of GDP) they send home to
their families may be, a decade ago there were worries
that emigration was slowing the country's development.
In its search for ways to encourage foreign investment
15
and growth, the government turned to India's call centre
industry. Copying the Indian model, Manila introduced tax
breaks and incentives for telecoms companies as well as
sponsored training schemes to help students fine-tune their
language and communication
20
H
skills.
At the same time, Indian call centres were becoming
a less attractive investment for American and European
businesses. Not only were their generous tax holidays
coming to an end, but irritations like unreliable
infrastructure and having to bus employees to and from
25
work were increasing. In addition, the opportunity to
spread risk by diversifying into the Philippines came at a
time when Indian outsourcing operators were having to
replace up to half their staff every year.
I!IThe Philippines'
30
copycat strategy has been so successful
that American customers are now far more likely to be
talking to a Filipino helpline adviser than an Indian. With
revenues of nearly $11 billion, Philippine outsourcing now
35
d5
top of the pile may prove harder than getting there: as
What's more, operators believe their customers are likely
it grows, the new outsourcing industry is discovering
how much more difficult it can be to find experienced
to be more satisfied with the service they receive from
well-educated young Filipinos who grew up listening to
American pop music and reading American comics. A US
managers and competent engineers than to hire young
50
colony until independence in 1946, the Philippines has
dO
$26 billion in the next five years. However, staying on
employs 650,000 people, almost twice as many as India.
English-speaking helpline advisers. India, on the other
hand, with four million college graduates a year, is moving
maintained strong cultural links with its former masters:
upmarket. Margins for more complex financial and
in a country where the national language, Tagalog, is not
most people's mother tongue, English is a second, rather
than a foreign language.
engineering consultancy projects are much higher than for
D
Not satisfied with outselling the market leader, the
Philippine government hopes to double the market to
simply handling customer calls. In the longer term, Indian
55
operators may be happy to leave Filipinos to pick up the
phone while they pick up the pace on more profitable
assignments.
/lJe B usine ss zyxwvutsrqpon
2.0
23
2
I
Custo m er suppo rt
IzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
... personalqualities
... describingproblem s
_ ... phrasalverbsfor phoning
A dje ctive s
D W ith a partner, decide whether these adjectives are m ost likely to be used to describe
custom ers, helpline operators or both. W rite C (custom ers), H (helpline operators) or B
(both) next to each word.
frustrated
helpful
knowledgeable
annoyed cheerful difficult
grateful
patient
persuasive pleasant reassuring satisfied sym pathetic upset
Liste ning for a ttitude
o ~ 1:15-1:22
Listen to eight extracts from helpline conversations and choose
appropriate adjectives from Exercise1 to describe the speakers.
D e scribing proble m s
D
Decide which device each of the sentences can refer to and tick (,f) the appropriate
colum ns.
Q)
c
Qj
....
<tl
u
It broke down on the way to work.
3
It keepscrashing.
4
There'ssom ething stuck inside.
5
I can't switch it off.
6
It's not working properly.
7
It won't start.
8
It's out of order.
9
I think it's a com pletewrite-off.
..r::.
0
u
0
~
a.
.....
.0
0
..r::.
a.
0
u
a..
E
,f
./ zyxwvutsrqponmlkjihgfedcbaZ
./
W hen I switch it on, nothing happens.
2
0
.0..
10 The battery's dead.
C olloca tions
D Choose the
best verb from the box to com plete each collocation. Use each verb
once only.
arrange
1
2
3
4
5
6
7
8
_____
_____
_____
_____
_____
_____
_____
_____
diagnose
escalate
exchange
give
identify
the sym ptom s
the fault
a problem
the custom er through the process
the problem to a supervisor
a visit from our technician
the product
a full refund
24 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
!I"~B usiness 2.0
sort out
talk
Antonym s
II
1
2
3
4
5
6
7
Match each verb with its opposite.
connect
insert
lift out
release
replace
screw in
turn on
a)
b)
c)
d)
e)
f)
g)
II
Complete the instructions
Exercise 5.
disconnect
fasten
push in (to)
remove
remove
switch off
unscrew
for upgrading
a PC memory module using 12 of the verbs from
First, (1)
the Pc. Do not (2)
the power cable, so that the PC remains earthed.
Then (3)
and (4)
the side-panel. Next, (5)
the retaining clips at
each end of the old memory module. (6)
the old memory module. Carefully
(7)
the new memory module and (8)
it firmly
the slot.
(9)
the clips at each end. (10)
and (11)
the side panel. Finally,
(12)
the PC and check that the new memory is recognized.
Phrasal verbs
o
Match each verb with the correct definition.
1 hang up
2 speak up
3 call back
4 put through
o Complete
1
2
3
4
5
6
7
8
Glossary
a)
b)
c)
d)
renew a call
connect
talk louder
terminate a call
the crossword
5
6
7
8
hold on
get through
get back to
take down
e) make a note
f) stay on line
g) make contact
h) return a call
with the phrasal verbs from Exercise 7.
I can't hear you very well. Could you
, please?
I'm going to
to my supervisor.
I'll just
your name and address.
We tried to contact you yesterday, but we couldn't
.
We'll
you as soon as we solve the problem.
All our lines are currently engaged. Please
later.
Could you
a moment, please?
It's a terrible line. Could you
, and try again?
PAGE 153
clip
earth (verb)
retain
side-panel
slot
upset
8
Inte~et
re se arc
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
Search for the key
words g o ld e n
ru le s
o f cu sto m e r se rvice .
Com pare your findings
with your own 'golden
rules' from
Exercise 9.
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
II
In small groups, brainstorm ten 'golden
'golden rules' to another group.
rules' of customer service. Then present your
Ih l' zyxwvutsrqponmlkjihgfedcb
Business 2.1>
25
2
Custo m er suppo rt
questions
~
Yes/N o
~
Wh- questions
~
have to, might have
to
~
to,
need
Refresh y o ur
m em o ry
Yes/N o questions
auxiliary verb + subject
+ main verb
Wh- questions
question word +
auxiliary verb + subject
+ main verb
except if who, what or
which is the subject: no
auxiliary is needed
~ Grammar and practice page124
Liste ning
D ~ 1:23
Listen to some people playing Guess the Product. Try to guess what the
mystery product is along with the contestants. Then continue listening to check your
answer.
o ~1:23 Listen again and complete
1
2
3
4
5
6
7
8
9
10
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
D In small groups,
the questions.
on 1V?
for work?
in every office?
in your pocket?
twenty years ago?
electricity?
speak to people?
with computers?
more than $30?
to store data?
No, it isn't.
Yes, you do.
Yes, you would.
Yes, you can.
No, it didn't.
Yes, it does.
No, you don't.
Yes, there is.
No, it doesn't.
Yes, you can.
take turns choosing a mystery product and play Guess the Product.
Asking
que stions
D Work
in small groups of As or Bs. Write a question for each answer in your list below.
B
A
365
about €25,000 a year
about 10km
about two years ago
at home
Barack Obama
by offering a discount
Coca-Cola®
coffee
once a quarter
since the 19905
Steve Jobs
the Olympic Games@
to buy food and drink
20 minutes or so
about 300m
at least an hour
between zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGF
€30 and €SO a month
Bill Gates
by advertising the productzyxwvutsrqponmlkjihgfedcbaZYXWVUT
52
for about five years
Formula One?"
in a restaurant
last year
mobile phones
Nelson Mandela
once a year
to meet friends
Toyota
D zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Work in pairs, A and B. Close your books and ask each other the questions you
prepared in Exercise 4, in any order. Score one point for each correct answer.
26
I he zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
h
M a king re que sts
Intenmet zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Complete these requests with fax or faxing. Then put them in order 1-6 from the most
direct (1) to the most polite (6).
re se arc
D
What's the best way
to learn English? How
D Do you think you could possibly
long will it take? Do I
D
have to learn grammar?
How can I learn more
vocabulary? Search
for the keywords FAQ
learning E nglish to find
the most frequently
asked questions and
some of the answers.
me the details, please?
Would you mind
me the details?
Can you
me the details?
D I was wondering if you would have any objection to
me the details?
D
me the details, will you?
D Could you
me the details, please?
o
o Which one of these responses is not appropriate
a)
b)
c)
d)
e)
for all the requests in Exercise 6. Why?
I'm afraid my fax is out of order.
I'll do it straight away.
I'm sorry, but I'm not in the office.
I'm a bit short of time, actually.
No, no problem.
R ole pla y
11 With
a partner, take turns beginning these telephone roleplays and responding. Choose
suitable forms for your requests, according to the answer expected, and give appropriate
answers. Ask your:
colleague to send you an email to test your new address.
boss to give you an advance on next month's salary.
supplier to postpone a delivery by one week.
supervisor to write a reference for your job application.
friend to lend you their laptop for the weekend.
customer to call back later when the sales manager comes back from lunch.
bank manager to lend you a million dollars.
supplier to upgrade the office coffee machine, at no charge.
G iving instructions
o CompletezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
S teve's side of the telephone conversation using don't, m ight have to, '/I have to,
'/I need to, don't have to or needn't.
Steve: OK, Pete. First of all, you open the printer. No, wait a minute, (1)
just open it.
Select 'change cartridge' from the menu.
Pete:
Steve: Er, yes, of course you (2)
switch it on, otherwise you can't use the menu!
Pete:
switch the PC on, just the printer.
Steve: No, that's all right, you (3)
Pete:
Steve: So now you gently remove the old cartridge. (4)
force it. If it's difficult, you
(5)
pull it back first, then upwards.
Pete:
remove the adhesive tape
Steve: OK. So now you can install the new cartridge. You (6)
first, but be careful you (7)
touch the printed circuits - they're very fragile.
Pete:
(8)
bother.
Steve: Right. It'll ask you if you want to align the new cartridge, but you zyxwvutsrqponmlkjihgfedcbaZYXW
Usually it's fine as it is.
Pete:
Steve: Oh no, (9)
throw the old cartridge away.You can recycle them.
Pete:
Steve: No, that's all right, Pete. You (10)
worry.Just buy me a coffee some time!
m~
1:24 Write Pete's side of the conversation. Then listen and compare your version with
the recording.
m
Choose something you don't know how to do from the list below.
change the oil in your car
organize a press conference
upgrade the processor in your PC
publish your website
(your own idea)
Find someone who knows how to do it and ask them to explain what to do. Ask questions
and/or reformulate their answers to check that you understand.
J
zyxwvutsrqp
~-------
27
I he zyxwvutsrqponmlkjihgfedcbaZYX
Business 2.0
I
2
I
Custo m er suppo rt
II>
expressionsfor giving
instructions
II>
handling a tech~
problem
""~~,
I
j
-
-'
2 .4 S pe a king
D e a ling with proble m s zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONML
by te le phone
G iving instructions
o With a partner, practise giving
instructions by describing a symbol so that your partner
can draw it, Do not look at each other's pages during the exercise.
Student A: turn to page 114.
Student B: turn to page 119.
Liste ning
o ~1:25 Listen to a software
helpline conversation and answer the questions,
1 What is the customer's problem?
2 What help does the operator give?
D
With a partner, decide which expressions in the telephone language checklist below
were in the conversation, a or b. Then listen again and check your answers,
Telephone language
1
2
3
4
5
6
7
8
9
10
11
12
a)
a)
a)
a)
a)
a)
a)
a)
a)
a)
a)
a)
I'm just putting you on hold for a moment.
Dean speaking.
What can I do for you?
What exactly seemsto be the problem?
The line's bad.
Could you speak up a little?
I'll connect you to ...
The number is engaged.
Can I get her to call you back?
So you're on ...
Could I have your name, please?
You're welcome.
Im proving
D With
b)
b)
b)
b)
b)
b)
b)
b)
b)
b)
b)
b)
Pleasehold the line.
This is Dean.
How can I help you?
Could you explain the problem you're having?
It's not a very good line.
Can you talk a bit louder?
I'll put you through to ...
The number's busy.
Could I ask her to get back to you?
So,your number is ...
What's your name, please?
Not at all.
a conve rsa tion
a partner, read this conversation aloud.
Helpline: Superword helpline, wait a minute ...Yeah?
What's your problem?
Customer: I'm having trouble with PDF files. I can't
print them.
Helpline: What? I can't hear you.
Customer: I said I can't print PDF files.
Helpline: Oh. I don't do PDFs.
Customer: Well, could you connect me to someone
who does?
Helpline: Can't. The PDF expert's gone out for lunch.
Give me your name and we'll call you later.
Customer: Oh, all right. It's Gearhirt. Iamila Gearhirt.
Helpline: Er, come again?
Customer: That's G-E-A-R-H-J·R-T
Helpline: OK.
Customer: All right. Well, I'd appreciate it if you could
call me as soon as possible. Goodbye.
Helpline: Yeah, right.
~
-~
1 Decide how the conversation could be improved.
2 Practise your improved version.
3 Now change roles, turn to page 115 and do the same with a similar conversation,
H a ndling proble m s
D :, 1:26 Listen to
another helpline conversation, which is based on a true story, and
answer the questions.
1 What is the customer's problem?
2 What is the operator's solution?
28zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
The Business 2.0
Inte rne t
re s e arc
h
Go to the BBe World
Service Radio Player
(http://www.bbc.co.ukl
worldservice/index.
II ~1:26 With
a partner, find suitable words to complete the expressions in the cust~
support checklist below. Then listen again and check your answers.
U se ful e xpre ssions:
C ustom e r
support
Explaining the problem
Diagnosing the causes
of your interests. Listen
I'm having
It doesn't
extensively, then tell a
partner about the three
It
Nothing
most interesting points
in the programme.
I
type anything.
I'm having difficulty connecting to the Internet.
It keeps crashing.
Was it
properly before that?
What does your screen
like now?
Have you
hitting 'Escape'?
Did you
Word?
Can you
the cursor around?
Does your
have a power indicator?
Have you installed any new software?
What happens if you press 'Control - Alt -
shtml) and find a radio
programme about one
with Word.
_
accept anything when I type.
_
Delete'?
Giving instructions
Could you
Promising help
on the back of the monitor?
Now you just
to follow the cord to the
plug.
I
you to look back there again.
I'd like
to go and get them.
you to take it back to the store.
Then I
You'll have to adjust the settings in the control
panel.
I'll
someone call the electricity
company.
I'll get our technical expert to help you.
We'll get back to you in a couple of hours.
I'll have a technician call as soon as possible.
R ole pla y
o
With a partner, use the chart to roleplay helping a colleague with the technical problems
below. Take turns being Student A and Student B.
You can't print your report.
Your mobile phone doesn't work.
The video projector doesn't work.
There are no lights in your office.
Your car won't start.
Your laptop is frozen.
(your own problem)
Student A
Student B
Explain the problem.
Diagnose possible causes.
Answer Student B's questions.
Give instructions.
Problem solved?
Yes.
,.,
No.
Promise help.
eWorkbook
Now watch the video
for this unit.
Thank Student B.
DOGBER rs TECH
5UPPORT
YOU HAVE A BAD
CA5E OF COMPUTER
ROT.
Glossary
YOUR COMPUTER 15
DE5IGNED TO BECOME
5LOWER. AND MORE
UNRELIABLE OVER
TIME 50 YOU HAVE
TO UPGRADE.
BUT IF YOU'D LIKE
50ME FAL5E HOPE.
I CAN TELL YOU HOW
TO DEFRAGMENT
YOUR DI5K DRIVE.
\
PAGE 153
Come again?
crash
freeze
Cartoon from Dilbert.com 2815105
n" zyxwvutsrqponmlkjihgfedcb
Business 2.0
29
2
Customer support
......-"
,..
levels of formality
2 .5 W riting
",.~.
~.
..'-:
... - .
.
F orma l a nd informa l corre sponde nce
,.. email expressions
,.. writing
D iscussion
emails
o W ith
a partner, discuss what differences you would find in your own language
between formal correspondence, e.g. a letter to your bank or your legal advisor and
informal messages, e.g. an email to a friend.
M ode l
o R ead the four
emails below and answer the questions.
1 W hich em ail is from :
D
D
2
[8;J
1.
o
[8;J
D
D
a junior colleague?
a custom er?
W hich tw o em ails are form al? W hich tw o are neutral/inform al?
I REPLY.
I FORWARD
..
o
Dear Ms Reckett,
I am writing with regard to a computer problem. You may remember we met at the office Christmas party,
and I believe you mentioned having a similar problem with your laptop. Unfortunately, I have dropped mine
and the screen is cracked. I was wondering if you could give me any advice on getting it repaired? I would
very much appreciate any help you might be able to give me.
Yours sincerely,
JamesBlair
1.
e
[8;J
INBOX
a custom er service departm ent?
a senior colleague?
INBOX
REPLY.
FORWARD
..
Dear Sir or Madam,
I am writing to enquire about having a television repaired. The set is a Goodson 42" LEDTV which we
bought 18 months ago and therefore is unfortunately no longer under guarantee. Currently we have a
picture but no sound.
I would be very grateful if you could give me the address of an authorized repair centre in the Greater
Manchester area. Thank you for your help.
Yours faithfully,
J. Roebotham (Miss)
1.
INBOX
REPLY.
I
FORWARD"
Hi James,
Thanks for your mail. Bad luck about the laptop. Mine was a write-off - had to get a new one! Why don't
you try Harrowson's in Oldham? They're usually good. Hope this helps.
Cheers,
Margaret
PS. Of course I remember you. Give me a ring next time you're in town and we'll go for a drink!
1.
[8;J zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
INBOX zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I REPLY.
I FORWARD ..
o
Dear Miss Roebotham,
Reyour email of 10 September: your TV IS in fad covered by a two-year manufacturer's guarantee Can you
just send the set back in its original packing and we will repair or exchange it ASAP.Don't hesitate to get
back to me if you need any more information.
Regards,
Max Hurst
PS. Are you by any chance the Jenny Roebotham I knew at Manchester BusinessSchool inzyxwvutsrqponmlkjihgfedcbaZYXWVUTS
06/077
30 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I I'I' B usiness 2.0
La ngua ge focus
h
Inte rne tzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
re s e arc
D Find expressions in the four
The advantagesof email
are obvious - but what
risks must companies
consider?Searchfor
the keywords e m a il risk
p o licy to find out.
emails in Exercise2 to complete the table.
Formal
Neutral/Informal
Greeting
Opening
Requests
Glossary
Closing
PAGE 153
accountspayablezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Salutation
ASAP
crack
duplicate
inconsistency
patch
D Readthe next four emails the people in Exercise2 sent and answer the questions.
Trojan(horse)
1 Which two writers have changed style? Why?
write-off
2
~
o
• INIJOX
REPLY..
I FORWARD..
Dear Mr Hurst.
Thanks for your email of 12 September. I am afraid
you have mistaken me for my cousin, who attended
Manchester BusinessSchool.
I am very pleased to learn that the TV set is still
under guarantee. Unfortunately, I no longer have
the original packaging, so I think it would be
preferable if I deliver the TV directly to your repair
centre after work. Could you possibly let me know
the opening hours?
Cheers,
Jane Roebotham
~ I.INBOM
o
I
Find and correct the two inconsistencies of style in each email.
I REPLY..
FORWARD"-----~~~.__::-i
Hi Margaret.
Thanks for your email. I wasn't sure If you'd
remember me - it was quite a party, wasn't it?
Funnily enough, I will be in town next Thursday so
perhaps we could have that drink? I would be very
grateful if you could let me know if you are free
around 6.30? Looking forward to seeing you.
James
P.S.I would like to express my gratitude for your
help with the computer. I'm getting it fixed
tomorrow.
<.)
~ l- INBOX REPLY .. I FORWARD ..
G Dear Miss Roebotham,
I am writing with reference to the repair of your
Goodson TV750. Our Manchester repair centre is
open from gam to 6pm from Monday to Saturday.
I've attached a leaflet with the details and a map.
Hope this helps.
Yours sincerely,
Max Hurst
P.S.Pleaseaccept my apologies for confusing you
with your cousin.
I
~ r.
o
INBOX
REPLY.. I FORWARD ..
James,
Re next Thursday. It will be lovely to see you.
Actually, my husband will be in Indonesia that week,
so I need to be at home to look after the cats. I was
wondering if you would mind coming over to our
place? I've attached a map - get back to me if it's
not clear.
Yours sincerely,
Margaret
O utput
D zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Work in groups of three to write and reply to business emails using appropriate styles,
Student A: page 115.
Student B: page 116.
Student C: page 119.
I zyxwvutsrqponmlkj
lie zyxwvutsrqponmlkjihgfedcb
Business 2.0
31
2
Custo m er suppo rt
,~.,.~....,.
... ~ -'-~"-"~"'--r"
2.6 C ase
_ ..._c_u_sto_~._e_r_f_e_e_d_b_a_c_k_-_-~_--11
study
- -
. -
"C ybertartan!SoftYvare"
-'
-- -
--
-
~ -
--
'
.
'~
.
... job satisfaction
...
D iscussion
presenting
D
recommendations
What annoys you most as a customer?
waiting for service
products that don't do what they claim
high prices
planned obsolescence
deadlines not respected
incompetent service
poorly translated' instructions
being put on hold
other?
hidden costs
With a partner, discuss what you as a customer can do about these problems.
Scan reading
o Read the email from Hamish
Hamilton, CEO of Cybertartan
Software and answer the
questions,
1 What are his four problems?
2 How are the problems linked?
C8J
I ...INBOX
REPLY"
FORWARD"
really pleased with the solutions you recommended.
For your next project, I need you to take a look at our Kirkcaldy contact centre. Our 04
customer satisfaction survey ISdisastrous (see charts and report extract attached) and this
represents a major risk to our corporate image and future sales. We have serious recruitment
problems and a high staff turnover. These two problems are obviously linked. I suggest you
talk to LaurJeMcAllister, our HR Manager there. I'd like you to come up with some proposals
but without significantly increasing costs, which are another problem. Currently we estimate
that on average a customer call costs us £4.50. We cover this from the call charge (currently
£0.50 per minute), which is why we keep customers on hold for around six minutes. They
spend about the same time with an adviser, although If possible we need to reduce this
because at the moment we can't take enough calls. Obviously, we can't afford to increase
salaries. I'm counting on you to come up with some creative ideas; get back to me as soon as
you can.
Best regards, Hamish
Customer satisfaction
Q1:-
TO P FIVE R EASO N S FO R C U STO M ER D ISSATISFAC TIO N
very satisfied
satisfied
dissatisfied
very dlssatislled
1
Difficult to get through to customer adviser
76%
2
Time spent on hold
65%
3
Several calls needed to solve problem
53%
4
Cost of calls
49%
----
-----~
26%
5 Can't get help by email
32%
44%
2 1 % zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
9%
R eading for detailzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D Mark
very satisfied
satislled
dissatisfied
very dissatisfied
32
8%
24%
41%
27'%
1
2
3
4
5
6
7.
these statements
T (true), F (false) or D (it depends),
Hamish Hamilton is probably writing to an external consulting group. 0
The Kirkcaldy contact centre has satisfied employees and dissatisfied customers. 0
The contact centre is losing money at the moment. 0
If the centre employs more advisers, its income will increase. 0
More than two thirds of customers were satisfied or very satisfied in Q L 0
The numberof both dissatisfied and very dissatisfied customers tripled inzyxwvutsrqponmlkjihgfedcbaZYXW
Q4. 0
About half of their customers would be prepared to pay for support if their problems
were solved quickly. 0
I zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
hI Business 20
Inte rne t
re s e arc
h
What is the FLSA? What
are employees' rights
on mea I and rest breaks
in the USA? Are they
similar to those in your
country? Search for
the keywordszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
meal rest
breaks to find out.
Liste ning for de ta il
II ~1:27 Listen to part of an interview with Laurie McAllister, HRManager at the Kirkcaldy
contact centre. In her opinion, what is the biggest problem for advisers?
o ~ 1:27
1
2
3
4
5
6
7
Listen again. What are the effects on the contact centre of the following?
Employees have poor working conditions and low job satisfaction.
The workload is heavier than before.
The bus service is inadequate.
Desks are shared with colleagues on other shifts.
Software products have become very complex.
Advisers don't get enough training.
The shift system is inflexible.
S olving proble m s
o Work in small groups. You are the consultants that Hamish Hamilton wrote to in Exercise2.
Hold a meeting to discussthe agenda below.
Kirkcaldy Contact Centre
AGENDA FOR CONSULTANTS' MEETING
The situation
Isolate the problems and prioritize them as:
a) important and urgent
b) important but not urgent
c) not important.
Solutions
Brainstorm solutions to the problems prioritized as a) and b) above.
• Review company policy on customer services?
• Review company policy on working conditions for advisers?
Recommendations
Define recommendations for short- and long-term policy.
Glossary
.................
,--~.------._,~----~~
------~~------------~~-~----------~---~~--~zyxwv
...
PAGE 1S3
comeup with
from the horse'smouth
obsolescence
shift
staff turnover
swap
triple
..
W riting
pre se nta tion
slide s
o Prepareslidesto present to Cybertartan Software summarizing your recommendations.
Foreach problem, make recommendations, give reasonsfor these and outline the expected
results.
P re se nta tions zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o In your groups, present your recommendations and take questions from the class.
f I" zyxwvutsrqponmlkjihgfedcbaZ
Business 2.0
33
R e vie w - 1
C orpora te
culture
D
M ake expressionsabout internships by m atching
each verb with a phrase a-f below.
1
2
3
Incorporate
Enhance ...
Relate ...
Be assessed ...
Be supervised...
Offer ...
4
5
6
I
D
Com plete the sentenceswith expressionsfrom
Exercise3 so that they have the sam e m eaning.
o
o
o
o
She (3)
______
0
IJ
Maria (1) is
/ (2) is
the marketing side of the business.
0
a)
b)
c)
d)
your academic study to the workplace.
work experience into a university degree.
by your institution through reports, appraisals, etc.
closely by someone from the workplace and a
university staff member.
e)
your career prospects by doing an internship.
f)
permanent employment to a student after graduation.
1
2
3
4
5
6
7
8
Then translate the words into your language.
1
a date by which you have to do something
2
an ability to understand
3
an opinion about how successful someone is
4
the amount of work that a person has to do
5
enthusiasm, determination
6
a set of rules for behaving correctly
7
a description of the main features of something
8
the person who had a job before someone else
9
the final result of a process, meeting, etc.
something clearly
9
10
1
Underline the correct preposition in each expression.
1
2
3
4
5
6
7
8
9
10
34
0
0
0
0
0
0
0
0
0
While I
(work) in my father's business I
____
(start) to understand the importance of
marketing - I
(never/think) about it before.
I
(already/be) in the job for two months
when I first
(speak) to the big boss, the CEO;
I nearly hit his car as I
(park) mine!
o
Com plete the expressionsfor giving diplom atic
advice (in bold) by filling in the m issing letters.
1
D
0
(did), one in the past continuous (w as/w ere doing) and
one in the past perfect (had done).
2
to tell someone you might cause them harm
A task is bigger than an assignment.
A line manager has a higher position than
a project leader.
A branch is bigger than a division.
COO stands for Chief Organization Officer.
The Public Relations officer will often work
in the Marketing Department.
Personnel is a function of Human Resources.
R&D stands for Resources and Deployment.
A parent company owns several smaller
companies called subsidies.
P urchasing is a more formal way of saying buying.
Company structure can be shown visually using
an 'organichart'.
III In each sentence,put one verb in the past sim ple
and loyalty
10
/ (4)
/ (5) __
the marketing side of the business.
M ark these statem ents about work organization
T (true) or F (false).
o M atch each word in the box with its definition below.
appraisal com m itm ent deadline etiquette
insight outcom e overview predecessor
threaten workload
_
2
3
4
5
6
A
, I think there's a better way to do
this.
It s
to me that there has been a misunderstanding.
You m
want to ask Sue for her opinion.
You c
maybe try a different approach.
D __ ' _ you think that making personal calls at work
creates an unprofessional atmosphere?
W
' _ you agree that it's important to meet
all our deadlines?
be in charge to / of / from a department or project
II M atch these words related to report writing with
be involved 011 /zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
in / for doing something
their definitions below.
be responsible to / for / w ith an area of work
deal w ith / 011 / for an area of work
have somebody working of / under / on you
description observation analysis
liaise for / to / w ith someone about an area of the
suggestion evaluation
business
look through / w ith / after an area of work
1 examining something in order to understand it
_
report directly to / for / under somebody
2 a statement about what something is like
_
run the business from / w ith / 011 a day-today basis
3 considering something in order to discover how good or
take care w ith / of / for an area of work
bad it is
_
4
a comment about something you have seen, heard or felt
5
an idea or plan that you offer for someone to consider
II" zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Review 2
C ustom e r
support
o In each set of four below, match an adjective on the
8
left with a noun on the right to make collocationsabout
working conditions.
9
1
2
3
4
clean
satisfied
high
subsidized
customer
environment
meals
staff turnover
5
6
heavy
hourly
competent
dead-end
rate
staff
job
workload
7
8
10
o
Readthe definitions and complete the words by
filling in the missing letters.
1
2
1 annoyance
6
7
8
9
10
competence
frustration
gratitude
help
computer screen m
r
a row of icons on a computer screen too
something you hope your computer doesn't do
c
h
3
4
5
6
7
o Make adjectivesfrom these nouns.
2
3
4
5
Please hold
a moment while 1 find your
records on our database.
The line is bad. Please hang
and I'll call you
back.
The line is bad. Could you speak
, please?
knowledge
persuasion
reassurance
satisfaction
rudeness
D The collocations below are useful in customer
support. Crossout the one verb that does not collocate
with the noun.
r
make a computer more powerful u
de
something that goes in a printer
ca
dge
connect to the electricity supply p __ g in
send a document with an email a
ch
someone who a business sells to c
r
someone who a business buys from s
r
a written promise that a company will repair
something you buy from them g
e
8
9
10
III Complete the email using the words in the box.
appreciate attached
get backto
grateful
urgently would
1 deal w ith I look into / push in / sort out a problem
describe / identify / replace / treat the symptoms
diagnose / locate / offer I repair the fault
escalate / exchange / launch I replace the product
ask for / call / give / offer a full refund
escalate I fax / refer / replace the problem to a
2
3
4
5
6
"
I23J
supervisor
could further
hesitate regard
I. INBOX I REPLY.. I FORWARD ..
Dear Mr White
I am writing with (1)
to my order placed online
D In this customersupport dialogue the verbs inzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
bold
last week. It still hasn't arrived. I (2)
be
(3)
if you (4)
ship the order immediately.
are all in the wrong places.Put them in the correct places.
Helpline operator: Before I can locate the problem, I first
need to escalate exactly where the fault is.
Customer: OK, no problem, we can do that. But if it's still
not working properly, can you sort out the product, or at
least replace me a refund?
For your reference, I have (5)
a copy of the
confirmation you sent me. Do not (6)
to
(7)
me if you need any (8)
informatiof1.
I
Completethis useful phrasefor after salesservice
using the letters in brackets.
'I'll
into it,
it out, and
tomorrow.' (gkirstteooo)
back to you
J Garcia
into on
up up
2
on
3
The machine broke
Replace and screw
4 When I switch it
5
6
7
I'm going to put you
I'll just take
Push the new module
_
after only a few days.
the side panel.
, nothing happens.
to my supervisor.
your details.
the slot.
I
you to take a look at our Metz contact
centre. (clue: notzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
w ant, but a similar single word more
often used in a business context)
Our
customer satisfaction survey is
disastrous. (clue: how business people often write [ourtn
quarter)
3
This represents a major
to our corporate
image. (clue: it means the possibility that som ething
4
These two problems are obviously
. (clue: not
connected, although the meaning is the same)
I
you talk to Marie Pinon. (clue: the meaning
is close to recom m end, although less definite)
I'm
on you to come up with some ideas.
(clue: not relying, although the meaning is the same)
bad m ay happen!)
1 We tried to contact you, but we couldn't get
2
r
colleaguesat a customer contact centre. Useone word to
fill each gap. The clues in bracketswill help you.
III
down down in
through through
I
o The extracts below comefrom an email between
1
Completethe sentencestypical of customersupport
telephone calls 1-10 using the prepositions in the box.
a quick response as these items are
.
Best regards
Helpline operator: Yes, that's possible, but I'm not
authorized to do it. I would first have to give the problem
to my supervisor.
D
I would (9)
needed (10) __
5
6
7l1e zyxwvutsrqponmlkjihgfedcbaZY
Business 2.0
35
3
Pro duc ts and pac kag ing
II>
...
wrap rage
II>
...
package design
Inte r.ne t
re s e arc
3 .1 A bout busine ss
h
Search for the keywords
universal design
packaging to find out
about Universal Design
and its impact on
packaging.
D iscussion
D W ith a partner, think of three exam ples of products which are packaged well
or badly, and say why. Think about protection, identification, transport, storage, display
and security.
Liste ning
o~
for gist
1:28 Listen to an interview with Charlie W ang, President of New China Packaging,
a design consultancy based in Taipei, and answer the questions.
2
Why does he think packaging is so important?
What is special about New China Packaging's approach?
Liste ning
D ~
for de ta il
1:28 Listen again and m ark these statem ents zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
T (true) or F (false).
1 Branding is not enough to differentiate almost identical products. 0
2 Business guru Jack Trout thinks that companies overcommunicate their difference. 0
3 Most customers decide which product to buy before going to the store. 0
4 In the past, design teams were not told about financial and manufacturing problems so as
not to limit their creativity. 0
5 Creative ideas are often simplified and adapted because focus groups don't like them. 0
6 The task force can't leave their hotel until every member of the team is enthusiastic about
the new concept. 0
7 Consumers are not always conscious of what they need. 0
8 New China Packaging's task forces need months or years to deliver a consumer-validated
package.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
0
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
III W hat do you think the advantages and disadvantages of using a cross-functional task
force m ight be for the following situations?
1
2
3
4
Interviewing new job candidates
Briefing software consultants who are designing new systems for the company
Setting up special deals with important customers
Creating new in-company training programmes
_,._-----------------------------------------------------;;36 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Tl»:Business 2.0
S ca n re a ding
11 Read the
1
2
article and answer the questions.
W hat is wrap rage?
W ho suffers from it?
3
4
W hat triggers it?
W hat are the underlying causes?
P a ra phra sing
D Reformulate
these phrases from the article in your own words.
1 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
to reduce theft irom shops (line 10)
2 the m ost com m on triggers of w rap rage (line 22)
3 even fighting to rem ove price tags ... can raise blood pressure (line 26)
4 pure provocation to the ecologically-m inded (line 28)
5 there's light at the end of the tunnel (line 29)
6 The bottom line is that if they don't react, they risk losing sales ... (line 32)
D iscussion
o You have invented
Glossary
focus groups
frustration
interface with
provocation
rage
resistant
trigger
wrap
PAGE 153
a new children's toy - MP-Bunny, an
electronic rabbit which dances, talks and plays children's
favourite songs. In small groups, discuss how you will package it.
Think about the questions below.
1
2
3
W hat different materials could you use? W hat are their
advantages and disadvantages?
W hat design elements will you incorporate? Think about shape,
colour, photos, logos and text.
How will your packaging make your product look different
from other electronic toys?
Present your packaging solution to another group.
5
10
15
20
25
30
SURVEYSshow that intense frustration and even injury caused
by modern packaging is on the increase, especially amongst
seniors. Seventy per cent of over 50s admit to injuring fingers,
hands and shoulders as a result of 'wrap rage', a new term used
to describe the irritation and loss of self-control experienced
when struggling to open wrapping.
In recent years manufacturers have been under increasing
pressure to keep food items sterile, to provide child-proof
packaging for dangerous or toxic household cleaning products,
to protect products during transport and to reduce theft from
shops. At the same time, they are forced to keep costs to a
minimum. As a result, packaging has become ever more resistant
to fingers, nails and
even teeth. In their
frustration with
plastic packs, which
defeat a" attempts to
open them, even with scissors,consumers use all kinds of tools
and knives. At best, the product inside the packaging is at risk;
at worst, it is hardly surprising that 60,000 people a year are
injured in Great Britain alone.
Some of the most common triggers of wrap rage are
processed cheese packages, tightly wrapped CDs,child-proof
tops on medicine bottles, and milk and juice cartons. Ring-pull
cans are particularly problematic for older fingers and delicate
skin. Even fighting to remove price tags from items bought as
gifts can raise blood pressure, and unnecessary overpackaging is
pure provocation to the ecologically-minded.
However it seems there's light at the end of the tunnel.
Manufacturers are listening to customers' complaints, and some
have begun to research and invest in more consumer-friendly
packaging. The bottom line is that if they don't react, they
risk losing sales if customers simply stop buying products with
packaging that offers too much resistance.
IIJ,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSR
Business 2.0
37
3 Products and packaging
-_----------~--------------------------------------------------------------------------------------_7-".. measurements
".. product description
Discussion
".. expressionsfor product
presentations
D
o
o
o
o
o
o
IT]
o
Put these stages of product development into the most likely chronological order.
Beta test the product by users in typical situations.
Conduct market studies to test the concept.
Launch the product.
Draw sketches and build mockups.
Go into production.
Draw up specifications for the product.
Generate new ideas in focus groups and brainstorming
Screen out unfeasible or unprofitable ideas.
meetings.
Reading for detail
D
Read the information on the fedEx® Box and fedEx® Tube and complete the product
specification summaries below.
Inside dimensions
for
"fjOx
-:·1
1 Large FedEx Box
are zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
width x length x height
1
~
31.4 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
xj 45.4 x
For shipments weighing maximum
9
kg
Inside dimensions
for j FedEx Tube
L
96.5
'xl
long
are
15.2
x
wide
15.2
high
q
Maximum _lgllt allOwed! 9
The large FedEx Box is 31.4 cm
and 45.4 ern
. It is 7.6 cm
_
When empty, the box
400 g; it can be used to ship small parts or computer
printouts up to 9 kg in
_
The FedEx Tube is 96.5 ern in
and 15.2 ern in
and
. With
a
of 450 g when empty, it can be used to ship plans, posters, blueprints, etc.
_____
up to 9 kg.
1
2
Describing products
o
Describethe dimensions of objects in your pockets or your bag. Your partner should
try to guess what they are.
Collocations zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D
Match the nouns in the box with the compound adjectives they most often
collocate with.
design
~
materials
packaging
energy-savi
ng
personalstereos
technology
child-resistant
devices
38
TheBusiness
2.0
labour-saving
tamper-resistant
fire-retardant
future-proof
water-resistant
fool-proof
waterproof
eye-catching
shockproof
attention-grabbing
h
Inte r.ne t
re s e arc
Liste ning for gist
II ~1:29-1:34
Listen to six conversations. Use collocations from Exercise 4 to describe what
is being discussed.
W hatzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
are the best
ways of recording
and
learning vocabulary?
o~
1:35
Listen to a presentation of the ChartTech i3. What are its three main features?
Search for the keywords
recording
vocabulary
and make a list of
possible techniques.
Rank the techniques
on
your list from the most
to the least useful for
you personally.
Liste ning for de ta il
o~
1:35 Listen again and complete these expressions for structuring a product presentation
using the correct preposition from the box.
about
1
Glossary
2
3
4
5
6
7
back
by
on
to
up
with
I'm here today to tell you
(the ChartTech i3 . .) .
Let's start
(Touch Screen Command).
Moving
to (what's below the water ...).
Can I just turn
(communications)?
I'll just sum
(the ChartTech i3's three main features
Let's just go
to (our midnight fishing trip).
I'd like to finish
(inviting you to ...).
... ).
PAGE 153
attention-grabbing
bird's-eye view
blueprint
chart
fool-proof
mockup
overlay
retardant
tamper with
11 Match the
a)
b)
c)
d)
expressions in Exercise 7 with their function in the presentation a-d.
0
Beginning the presentation zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Moving to a new point 0
Returning to a point made earlier 0
Ending the presentation 0
P re se nta tion
o Work in small groups. Use the vocabulary and expressions in the previous exercises to
present the specifications and features of an electronic device of your choice.
IZwBusiness
2.0
39
3
Pro duc ts and pac kag ing
...
relative clauses
...
a/an, the and no article
...
noun combinations
Re fre sh y o ur
m e m o ry
Relative clauses
w ho: people
w hich: things
3 .3 G ra m m a r
D e fining
D
1
2
3
4
5
6
that: people or things,
but not after a comma
.... Grammar and practice page 126
Articles
a/an: non-specific or not
.
R e la tive cla use s, a rticle s a nd noun com bina tions
re la tive
cla use s
In small groups, answer these businesstrivia questions.
What was the communications device that was invented by John Logie Baird?
Who was the woman who is famous for her research on radioactivity?
What was the business process that was introduced by Henry Ford?
Who was the. man who invented radio?
What was the business model first developed by Martha Matilda Harper in 1891?
What was the revolutionary pointing device which was invented by Douglas Engelbart in
1963?
o In your groups, write
your own businessand technology trivia quiz using the formulae
'Who was the man/woman ..: or 'What was the product/device/process/model ..:. Usethe
Internet if you have a connection. Then challenge another group.
previously mentioned
the: specific, unique or
previously mentioned
no article:
generalizations
-
.... Grammar and practice page 126
Noun combinations
The main noun comes
at the end. Any others
describe it.
N on-de fining
re la tive
cla use s
o With a partner, take turns making sentencesand adding relative clausesabout famous
people, products and organizations. How much information can you add?
A : S tevejobs w as the co-founder of A pple® .
B : S tevejobs, w ho w as from C alifornia, w as the co-founder of A pple.
A : S tevejobs, w ho w as from C alifornia, w as the co-founder of A pple, w hich is fam ous for
high-end electronic products like the iP hone.
B : S tevejobs, w ho w as from C alifornia, and w hose parents adopted him at birth, w as the cofounder of A pple, w hich is fam ous for high-end electronic products like the iP hone.
1
2
3
4
5
6
7
8
9
10
Steve Jobs, Apple (iPhone)
Oprah Winfrey, The Oprah Winfrey Show (Harpo Studios®)
Walt Disney, Walt Disney Co. (Mickey Mouse)
Mark Zuekerberg, Faeebook (Facebook)
Ben Cohen and Jerry Greenfield, Ben & Jerry's (Yes Pecan)
Jeff Bezos, Amazon (Kindle)
Sergey Brin and Larry Page, Google (Google Earth)
Richard Branson, Virgin (Virgin Galactic)
Muhammed Yunus, Grameen Bank (micro-credit)
Victoria Beckham, Beckham Brand ('Intimately Beckham' perfumes)
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D
Which of the people in Exercise3 have had the biggest influence on the business
world? Chooseyour top three.
40
I zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2 0
Articles
o Complete texts about important
products and inventions with a/an, the or - (no article).
Some popular products take a long time to get to the marketplace.
• In 1485, Leonardo da Vinci made detailed drawings of _ parac hutes. He also made sketchesof_
helicopter and _ tank. _ first helicopter that could carry _ person was flown by Paul Cornu at _
beginning of _ twentieth century. During _ FirstWorld War,_tanks
were first usedin _ Francein 1917.
• _ Bar codeswere invented by Silver and Woodland in 1948.The y used _ light to read _ set of
concentric circles, but it was two decadesbefore _ arrival of _ computers and _ lasersmade _ system
practical.
• _ first computer was built in 1943,more than 100 years after CharlesBabbage had designed _ first
programmable device. In 1998,_ ScienceMuseum in London built _ working copy of _ Babbage
machine using his original plans and _ materials that would have been available at the time. It worked just
as Babbage had intended.
Expanding notes
o ~1:36 When writing
notes in English, pronouns, articles and common verbs like be and
have are often omitted. Listen to a product review and write the words you hear which the
customer omitted in the notes below.
BI).Siflj be s+ pko71e. so .fl).r. Pe.r.fe.ct pko71e. .for bl).sic 'lAse.r. Mre.l).dlj b'lA....p e.d l).71ddroppe.d
.fe.w ti....e.s b1At stiH Ooi710 str0710'
IDte~et
re se arc
Bl).tte.r~ fi.fe. i71cre.dibie.. Ove.mil reol. worj(korse.. No
hzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
-PriUs} b1At doe.s wkl).t ce.£ipko71e. 71e.e.ds to do. Rl).ti71 0 5/5.
Open an online
dictionary by searching
for the keywords online
dictionary.
Search for the noun
information. Is
information countable
or uncountable? What
is its informal form?
Which prepositions is it
used with? What
typical collocations
and constructions is it
used in?
Browse several online
dictionaries and find
out what other features
they offer. Vote to
tind out which online
dictionary the class
prefers.
--------------~----------~------~---------o
~
With a partner, expand these notes written by customers into full product
1:37-1:38
reviews. Then listen and compare your versions with the recordings.
o
Hate the phone. Toosmall- can't open flip cover with one hand. No screen on outside to
see caller identity. Reception - horrible. Drops calls probably 30% of time. Very long key
delay, incredibly annoying.Anxiously awaiting day can upgrade and get rid of monstrosity.
..._-----'-11_""",. ....
RatingO/S.
Had FoYle. Qbout tl-lr'e.e.we.e.ks I;ke. S;z-e. QVldde.sjn. Fe.atur'e.S 300d too. EQSjzyxwvutsrqpon
e.VlOU~ to use.) CIVldsUr'v;ve.d c.ouple of dr'ops. Howe.Ver')aielr''''' c.loc.k wOVl't
f1Qte.l-IQV;Vl3full s;jVIQI
WOr'k QVI/""Or'e..Not too SUr'e Qbout ;Vlter'VlQIQVlteVlVlQ.
W!"'en MQk;"'3 c.Qll) 01(\\) +0 !,.,QVedr'aMQt;c. dr'0p wl-le", put FOI(\e. +0 !"'e.ad
EVe.r')bod)' SQjS +e.lec.om c.ompClVli S fQult) VlO+ pl-loYle.)or' ""'1be. just 30t bCld
tr'j 920 Vle.xt. RQ+;Vl33/;;.zyxwvutsrqponmlkjihgfedc
oVle. We '(I Se.e. GO;V13
+0
--------~~~--~--~--~~~~~~~~~
Defining words
D Complete the
definitions by matching the noun combinations 1-4 with the appropriate
relative clausesa-d.
Glossary
PAGE 154
bump
drop calls
empowerment
flip cover
get rid of
no frills
rating
workhorse
1
2
3
4
Decision-making tools are tools
Feature-packed spreadsheets are
spreadsheets
An industry-standard battery package
is a pack of batteries
Market studies are investigations
a) that have many different functions.
b) that companies conduct to identify customer
needs.
c) that you evaluate choices and options with.
d) whose specifications comply with industry
norms.
Definitions game
D In small groups, divide into
As: turn to page 115.
As and Bs.
Bs: turn to page 12l.
The zyxwvutsrqponmlkjihgfedcb
Business 2.0
41
3
Pro duc ts and pac kag ing
.... structuring a presentation
3 .4 S pe a king
P re se nta tions - structure
.... hooks and objectives
.... presenting a product
Bra instorm ing
o What are the qualities of a good lesson, lecture or presentation? With a partner, draw
up a checklist.
Liste ning for gist
o ~ 1:39 Listento
Version 1 of a presentation of the Pingman, a new personal GPS
tracking device which can be used to locate children, elderly people, animals or mobile
staff. Compare the presentation with your checklist.
o With a partner, discuss how the presentation could be improved.
Liste ning for de ta il
D ~
1
2
3
4
5
6
7
8
9
10
1:40 Listen to Version 2 of the presentation and answer the questions.
How does the presenter get the audience's attention and interest?
W hat is the objective of the presentation?
How long will the presentation last, and what is the next step?
W hat does the presenter say about questions?
W hat subjects will be covered in the three sections of the presentation?
W hich part of the presentation do we not hear?
W hat does the presenter do at the beginning of the conclusion?
W hat does the presenter ask the audience to do?
How do the audience know when to applaud?
W hat aspects of presentation technique have improved in Version 2?
o ~1:40 With a partner, find suitable words to complete the useful expressions in the
checklist. Then listen again to Version 2 and check your answers.
U se ful e xpre ssions: S tructuring
a pre se nta tion
Hook
Objective
____
you like to know ... ?
What would you do if ... ?
________
would it be worth to ...?
Somebodyoncesaid ...
I'm here this morning to
My objective today is ...
The goal of this meeting is ...
Agenda
Summary
Feel
to interrupt me.
divided my presentation into three
____
of all, I'm going to ...
____
that, I'll be talking about ...
___
~ I'd like to present ...
I'll take any questionsat the end.
I've
_
I'd like to
up the presentationand move on to ...
___
~ I explained why ...
_ __ ~ I presentedthe different specifications...
Last,but not
, I have given you ...
Close
Callfor action
Theseare the
the Pingman,..,
why I am askingyou to ...
Thank you zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
very much for your
_
Thank you for listening.
If you haveany questions,I'll do my bestto answerthem.
42 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
n- Business 2.0
Inte~et
re se arc
P ronuncia tion
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
II ~ 1:41
Decide where the speaker should pause in this extract from the presentation.
Before each pause, mark whether the speaker's voice should go up " or down ~, as in the
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
examples. Then listen and compare your answers.
p re se n ta tio n tip s to fin d
answers to the questions
below.
1 How long should a
good presentation
be?
2 What should you
research before a
presentation?
3 What are the most
important parts of a
presentation?
4 What are the best
ways to practise a
presentation?
5 Which colours and
fonts should you use
in your slides?
6 How should you
deal with hostile
questions?
7 What's the latest
presentation
technology available?
I've divided my presentation into three sections. ~ First of all, " I'm going to remind you of the
background to this project and the current offer on the market. After that, I'll be talking about the prototype, and the data we've collected from tests, focus groups and market studies. Finally, I'd
like to present a business plan; this will demonstrate why we expect a return on investment that is
without precedent f?r our company. Is everybody happy with that agenda?
D
Underline the key syllables and key words which should be stressed, and draw a line
between words which should be linked ( _), as in the example below.
I've diYlded my preseniqtioninto
three sections. First_of_all, ."
o~
1:41 Listen again and compare your answers. Then practise reading the extract with
correct intonation, stress and linking.
P re se nta tion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
II
In small groups, prepare the introduction and conclusion of a presentation of one of these
new products to a group of department store buyers.
a flexible tablet PC that can be rolled up to fit in a pocket
furniture which changes colour and temperature depending on the light and room temperature
a T-shirt which displays a text message that can be modified from a mobile phone
your own product idea
Think about the following questions.
'"
eW orkbook
Now watch the video
for this unit.
Glossary
PAGE 154
hook
lecture
overwhelmingly
ping
tracking
wrap up
Hook: What is the most surprising, exciting or unusual aspect of your product?
Objective: Why are you making the presentation and what do you hope to obtain?
Agenda: How will you organize your presentation and what will happen after the talk?
Summary: What are the highlights of your talk?
Call for action: What do you want your audience to do now?
Close: How can you avoid an embarrassing silence
at the end of your presentation?
iIi] In your group, present your introduction and
conclusion and answer any questions. (Assume the
body of the talk has been presented.) The rest of the
classare the buyers. As a class,vote for the best
product presentation.
!7J" zyxwvutsrqponmlkjihgfedcbaZYXWV
Business 2.0
43
3
Pro duc ts and pac kag ing
... structure analysis
3 .5 W riting
A product de scription
... features and benefits
... writing a product
description
D iscussion
o Read the items in the box and identify
the four features of this car and the four
corresponding benefits to consumers. Then discuss the questions below.
air-conditioned comfort
alloy wheels
head-turning good looks power on demand
3.01V6 engine
ABS
1
2
automatic climate control
safe braking and cornering
W hat do you look for in a car - features 01' benefits? W hy?
W hen you buy a computer, a mobile phone, or software, are you more interested in its
features or benefits? W hat about other products?
M ode l
o Read the product description
and list the main benefits of using Open Office.
O pe nO ffic e .o rg .3
G reat software
o
... E asy to use ... and it's free!
OpenOffice.org 3 is the leading open-source office software suite. It is available in many languages and
works on all common computers. It stores all your data in an international open standard format and
can also read and write files from other common office software packages. It can be downloaded and
used completely free of charge for any purpose,
A new approach to office productivity software
OpenOffice.org 3 gives you everything you'd expect in office software. You can create dynamic
documents, analyze data, design eye-catching presentations, produce dramatic illustrations and open
up your databases. You can publish your work in Portable Document Format (PDF)and release your
graphics in Flash (SWF)format - without needing any additional software.
If you're used to using other office suites - such as Microsoft Office® - you'll be completely at home
with OpenOffice.org 3. However, as you become used to OpenOffice.org 3, you'll start to appreciate
the extras that make your life easier. You can of course continue to use your old Microsoft Office files
without any problems - and if you need to exchange files with people still using Microsoft Office, that's
no problem either.
o
G
What's in the suite?
G WRITER - a powerful tool for creating protessional documents. You can easily integrate images and
charts in documents, create everything from business letters to complete books and web content.
CALC - a feature-packed spreadsheet. Use advanced spreadsheet functions and decision-making
tools to perform sophisticated data analysis. Use built-in charting tools to generate impressive 2D and
3D charts.
IMPRESS- the fastest way to create effective multimedia presentations. Your presentations will truly
stand out with special effects, animation and high-impact drawing tools.
DRAW- produce everything from simple diagrams to dynamic 3D illustrations and special effects.
Find out more - try it today!
Get OpenOffice.org 3 now!
Go to www.openoffice.org for an introduction in Flash format.
Ana lysis
o
Number the five sections in the box in the order they appear in th·e OpenOffice.org
text above.
background compatibility
details of features and benefits
invitation
overview of benefits
44 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
/1,1'zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Inter.net
researc
h
Search for the keyw ords
open source softw are
to learn about free
Language focus
D
R&D departments often focus on describing features, while marketing departments prefer
to describe benefits to consumers. Read the eight features described by R&D and underline
their corresponding benefits in the text in Exercise 2.
1 Open source code application available to download (Paragraph A)
softw are, including
gam es. C hoose one
product, and write a
short description; try to
'sell' your softw are to
your classm ates.
2
It can be dow nloaded and used com pletely free of charge for any purpose.
Fully integrated suite of office applications (Paragraph B)
3
4
5
6
7
8
Supports PDF and SWF publishing without plug-ins (Paragraph B)
Intuitive user interface (Paragraph C)
Fully compatiblewith other documentformats (Paragraph C)
Image integration capability (Paragraph D)
Built-in 2D and 3D charting tools (Paragraph D)
Diagram and special effects functions (Paragraph D)
o
Reformulate the product features of the Creole Audio
M anager, pictured on the right, in terms of benefits.
craDle
AUDIO MANAGER
1 Fully integrated multi-format audio and video player
C reole gives you everything you'd expect from an audio
player; w atch and play video and m usic in all popular
form ats.
Glossary
alloy
benefit
PAGE 154
2 Downloadable shareware
3 Full PC and Mac compatibility
4 Music search, download and organizer features
5 Online radio and TV capability
6 Built-in CD burning tool
7 Intuitive user interface and foolproof operation
8 Karaoke function
feature
intuitive
plug-in
quibble
stand out
W riting
o W rite
a product description of the Torrent tablet PC using the notes below. (Alternatively,
use a product of your choice.) Focus on the benefits to consumers, adding any details you feel
are appropriate.
Ne.w Torre-1'1t 'I'IOW~v~ii~bie. - ~ n t-e.~t1Are-S
o.f- App£e.® il'Ni ~t o: .f-.rMtio1't o.f- tlrce. price.
S ...~£le.r, ii(J'lrcte.r, sho'l'l(J'e.r.
Ove.rvie.w01'
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFED
01't£~ 1c ... tlrciel<,1A£tr~-ii(J'1rc
t, 1A'I'I£i
...ite.d
be.1'te..fits
t-re-e. c£01AO stor~(J'e., «eeess to ...ovies, 1\1,
~ib1A"'S, bool<s, "'~(J'~8"i1'te.s,.....e.wsp~pe.rs,
50,000+ ~pps.
De.hiis ott-e.~t1Are.s
~-110
be......e..fits
Atte.1'tti01'1-(J'r~bbi1't(J' de.si(J'1't
Slrcoc.1<
p root-, w~te.r-re-sistll.1'1t ~£1A...i1'1i1A'"
e~se. ~'I'Id &ori££~ &~ss sene.1't
:r1'tt1Aitive. t01Aelrc-sc.re.e.1'1 i1'1te.r1'~ce
18c.... X 12.c.... X 1c..., 34-5(J'
b4- (J'i(J'~b'6te.s stor~Oe.
'1 s k01Art:\1-ItO'l<o.../j
WiFi ~'I'IO 3&zyxwvutsrqponmlkjihgfedcbaZYXWVUTS
&rs
Sere-e......re.SOi1Atio1't 102.4-X'1b8
Fro'l'lt ~M re-~r ca ...er«, Irce.~dpko'l'le.j~c.I<,
tlSg port.
A'Yl-droidOS t:\'\o\dbrowse.r
o-f-f ice. so-ftw~re.
g~tte.~
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2.lJe.~r (J'1A~m-11te.e.
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~{,\r~1<\te.e.
Tbe zyxwvutsrqponmlkjihgfedc
B usiness zyxwvutsrqponm
2.0zyxwvutsrqp
45
3
Pro duc ts and pac kag ing
~
...
product differentiation
...
formulating
Big Jack's Pizza
a
development
...
3.6 Case study
Discussion
strategy
D
In one minute, list as many fast-food businesses as you can. How does each of them try
to differentiate itself from its competitors?
presenting
recommendations
Scan reading
o Read the documents
1
2
3
4
5
6
7
8
and answer the questions.
W hat sort of company is Big Jack's Pizza?
W ho is Jack Jr?
W hat is Big Jack's USP (unique selling point)?
W hat proportion of Big Jack's customers eat in the restaurants?
W hat is the company's development strategy?
W hat is the biggest threat to the company?
W hat do customers like and dislike about Big Jack's?
"
W hat four changes is Jack [r suggesting?
Big pizzas, big value!
23 stores in Hong Kong, Kowloon and New Territories
dine-in, parties, takeout
or 24/7
home delivery
Call us now on 2893 61.61.
Become a Big Jack's franchisee - call 2893 5468
IBJ
_INDOX
I
RE;PLY"
I FORWARD_.
~
~~
....
Re: Marketing meeting tomorrow
Billie, Mick,
I've attached the latest figures and customer-feedback summary, which seem to confirm
what we discussed last time. Restaurant sales are holding up but, as expected, our
takeout and delivery revenues are down again this month.
If we want to defend our market share against Pizza Hut and the other international
majors, and attract new franchisees, we desperately need to relaunch our product.
So, here's the agenda for the meeting:
1 a new, more exciting range of pizzas 3 a new or updated logo and color scheme
2 new promotional ideas
4 a new box for takeout and delivery
Looking forward to hearing your ideas on all these points tomorrow.
Jack Jr
President & CEO
Why did you buy a Big Jack's pizza?
Big Jack's Pizza Revenues
36%
Taste-----..". zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
.
32%
9%
28%
I~
pizzas
15%
~
-.
Low
cost--o_
18%
-
Home delivery
-',.-<.---------------------------------------------------------iii;
46
7he
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B us ine s s 2.0
4%
::1
Dine-in
Parties
Inte rne t
re s e arc
h
Search for the keywords
Liste ning for gist
D ~ 1:42
Listen to an extract from the marketing meeting at Big Jack's.What two decisions
are made?
pizza box advertising to
find out how companies
are using a new way to
get their messages into
the home.
Liste ning for infe re nce
IJ ~
1:42 Listen again and list the ten suggestions made by Billie and Mick. Which ones does
Jack like?
o Match the diplomatic phraseson the left with their real, more direct, meanings on the right.
Glossary
1
PAGE 154
BOGOF
chequered
dine-in
franchisee
fusion cuisine
gourmet
slide
2
3
4
5
6
7
8
9
10
Bra instorm ing
III
1
2
3
4
a) It's not a wonderful idea, but it's a
possibility.
b) It's not a priority right now
c) It's a bad idea.
d) I don't want to waste more time on this.
e) I know we disagree about this.
f) Big Jack's is old-fashioned.
g) W hat are you talking about?
h) It's not exactly what I wanted, but better
than your previous ideas.
i) I've decided, whether you like it or not.
j) This isn't relevant.
Of course, but we can come back ~
to that later?
"-Can we move on to point two?
W ell, Billie, it's been done before, but I
guess we could do that. W hy not?
I'm sorry?
I'm not sure that's a direction we really
want to go in.
That's more the kind of thing I had in mind.
I think you feel strongly about this?
Things have changed since Big Jack's time.
This is all very interesting, but ...
I trust yo u '11agree.
a nd pre se nta tion
Work in small groups as consultants to Big Jack'sPizza and do the following tasks.
Read the brief below from Big Jack's Pizza.
Brainstorm and select the best ideas.
Prepare a presentation to the company's management.
Present your recommendations and take questions from the class.
Big Ja ck's P izza wishe s to stre ngthe n
im prove
following
its bra nd a nd
its pa cka ging. P le a se provide a dvice on the
points:zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
• a ne w ra nge of fusion cuisine pizza s: e xciting na m e s
Recurrent negative
customer comments:
'The pizzas all taste the
same.'
'Big Jack's is old-fashioned
- it's time for a change.'
'The pizzas are too big;
I can never finish them.'
'The slices slide around
in the box and get stuck
together.'
'N 0 different from other
pizza houses - same pizzas,
same colors, same box,
same price.'
ne e de d for a t le a st five pizza s
• ne w prom otiona l
ide a s
• a ne w or upda te d logo, color sche m e a nd sloga n
• a
ne w box or box de sign for ta ke out
E stim a te d im pa ct of im ple m e nting
a nd a dve rtising
a nd de live ry.
cha nge s on pa cka ging
costs:
• cha nge logo zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
+ 2%
• thre e -color
• four-color
printing
printing
+ 1%
+ 2%
+ 2%
• non-sta nda rd
box sha pe
• non-sta nda rd
box m a te ria ls
+
2%.
N B Big Ja ck's will not a cce pt a n incre a se of m ore tha n 5%.
The zyxwvutsrqponmlkjihgfedcbaZ
Business 2.0
47
4
~
C a re e rs
careers,jobs and
vocations
4 .1 About busine ss
... managingyour career
C a re e r choice s
D iscussion
D
Mark your position on the scalesbelow. With a partner, explain and justify your choices.
I haveno idea how my career
will develop.
I havea clear idea of my
....
4t---+--1--t---t---1 ..
~ career path.
I expectto work for one company
I expectto work for several
....4t---+--1--t---t---1
..
~ different companiesin my life.
all my life.
Money,statusand a comfortable
lifestyle are my priorities.
h
Inte rne t
re s e arc
Search for the keywords
p e rs o n a lity p ro file
te s t
and do at least one
Job satisfaction,variety and being
_,,4......
-+-+---I--+---I..
~ useful to societyare my priorities.
P re dicting a nd liste ning
o~
1:43 You are going to hear a talk for university students about how to choose a
career. In part one, Charlie Schumann, a popular careers coach, talks about two things you zyxwvutsrqpon
shouldn't do, and two things you have to do. Before you listen, try to predict what those
things might be. Then listen and check your predictions.
online test. Compare
your results with a
Liste ning for de ta il
classmate and discuss
how well they describe
D ~ 1:43
your personality.
1
2
3
4
5
Listen to Part 1 again and mark these statements zyxwvutsrqponmlkjihgfedcbaZYXWVUT
T (true) or F (false).
Schumann says you should choose something you love doing and that feels right for you. 0
She recommends going to the Himalayas to learn martial arts. 0
Myers Briggs (MBT®)and Keirsey are Kung Fu experts. 0
,
You don't need to research a lot of careers, only those that suit your personality profile. 0
Facebook and Google+ are a great place to read about potential career choices. 0
D ~ 1:44
Listen to Part 2 of the talk and answer the questions.
1 According to Schumann, which of these factors are more likely to make you happy?
Money, variety,fame, autonomy, beauty, recognition, team spirit, job security,
helping people.
2 What are 'flow' activities?
D iscussion
D
1
2
3
4
In small groups, discussyour reactions to these statements from the talk.
'This is maybe the one time in your life when you need to be totally selfish'.
'Tests like Myers Briggs or Keirseyare not a hundred per cent reliable'.
'Having more money doesn't actually make you any happier'.
'Jobs that let you experience that 'flow' (are) the key to ... your ideal career'.
S ca n re a ding zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D
Readthe article opposite and find which two tips can be summarized as:
1 Move towards your long-term goal in small, easy stages.
2 Make sure that preconceived ideas about success and failure
are not preventing you from reaching your goals.
Glossary
S um m a riz ing
o Summarize each of the eight remaining tips in one
sentence. In small groups, compare your sentences with other
people and choose the best summary for each tip.
48
II", Business 2.0
PAGE 154
earth-shattering
inertia
jump in at the deep end
pick someone'sbrains
posse
start the ball rolling
stay put
treadmill
D GET
5
TO KNOW YOURSELF -zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
Before you start off in pursuit of a career that
really lights your fire, take some time to do some serious self-exploration. Make
a list of all the things in your life that you have really enjoyed. It could be work
or play, an event, a period of time in your life, etc. Pick one and start digging
into the reasons why. Get beyond what you love doing, and break it down into
the underlying characteristics. Think of it as identifying your passion's building
blocks.
D
10
BRAINSTORM - Once you have a picture of the things that light your fire,
brainstorm ways you could incorporate them into your life. Write them down
alone or with friends, in one session or on a small pad of paper you carry with
you. Above all, be creative. You never know what crazy idea is going to spark the
Big One.
B
15
EXPLORE - Ask, ask, ask! Once you have identified some things you think
you might be interested in, identify people who are knowledgeable in those
areas and contact them. Explain that you are exploring your options and ask if
you can pick their brains. You'll get some fantastic insights if you make this a
habit, not to mention making some great contacts along the way.
D
20
BABY STEPS - The fear of jumping in the deep end of the passion pool
keeps many people from swimming at all. Rememberthere's a shallow end too,
so you can still enjoy splashing in the water. Look for baby steps you can take
that will bring your passion into your life and keep you moving towards your
long-term goal.
D
25
IDENTIFY YOUR OBSTACLES - What things are getting in your way?
Make a list. Maybe they're real financial obstacles, or perhaps the need for
more training. Maybe they are internal. What's stopping you? Fear? Self-doubt?
Simple inertia? We all have voices in our heads that are always telling us 'You
can't do that', 'You're not good enough', 'What will they think?', etc. Identifying
and acknowledging those voices is the first step in taking their power away.
o CREATE
30
35
40
45
50
A PASSION POSSE - In my interviews with people who have
followed their dream, the most commonly mentioned success factor has been
the support of the people around them. Friends, family and colleagues can all be
a great source of support and inspiration. It can be an informal support network,
or a regularly scheduled meeting to exchange ideas and brainstorm solutions to
challenges.
0
RE-EXAMINE YOUR DEFINITIONS OF SUCCESS AND FAILURE - What
is your definition of success? Is it getting in the way? Our culture places a lot of
emphasis on material accomplishments, status, etc.
Unfortunately,that gets in the way of real happiness for a lot of people, who
choose to stay on the treadmill in pursuit of that version of success. Perhaps
you're not at a point where you can or want to change that definition of success.
That's OK; don't. Instead, try identifying one or two less common ways of
identifying 'success' - ones that come from the heart - and try to move towards
them as well.
Our definition of failure, which tends to be all or nothing, also gets in the way.
If you try something and it doesn't pan out, how do you see that? Is it a failure?
Or is it an opportunity to learn? If you 'fail' in an effort to move toward your
passion, it's not really failure. Think of it as a step in the right direction. Taking a
longer term view can help with this.
[ J MAKE A PLAN - Whether it's a high level overview or a step-by-step action
plan, it is up to you - you know how you work best. Creating a plan will force
you to think things through and add some comfortable structure to something
that can seem very up in the air and undefined.
D ACT!
55
TODAY! - The fact is, the time will never be right. Something is always
going to be less than optimum. Don't wait! Do something right now that will
move you toward your passion. What two things can you do right away that will
start the ball rolling? They don't need to be earth-shattering, they just need to
happen.
Oil COMMIT
60
TO MAKING IT HAPPEN - Let it out of your brain and into the
open. Say, 'I am going to do this.' Say it out loud to yourself. Say it to a friend.
Put it in writing and put it where you can see it. Once it's out in the open it will
have room to grow. And that's exactly what you want!
7 zyxwvutsrqponmlkjihgfedcbaZ
lit'zyxwvutsrqponmlkjihgfedcbaZYX
B usine ss 2.0
49
4
---
--
..
..
-
..
C a re e rs
l
job benefits
4 .2 V oca bula ry
recruitment and
employment verbs
D iscussion
skills and qualities
D
Rank these benefits from the most (9) to the least desirable (1), in your opinion.
Christmas bonus
company car
free accommodation
free medical insurance
luncheon vouchers
pension plan
profit-sharing
sports and social facilities
stock options
C a re e rs a nd e m ploym e nt
o zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDC
Put the events in Josef Gutkind's career in logical order.
Part 1
Before graduating, Josef applied for jobs in 20 companies.
Wilson Brothers offered Josef a position as a management trainee.
His first interview was successful and he was short-listed for a second interview
When Wilson's got into difficulties,Josef was made redundant.
Two years later he was appointed Logistics Manager.
He was invited for an interview at Wilson Brothers.
OJ
o
o
o
o
o
Part 2
In his early fifties he took a sabbatical to write a book.
Josef quickly found a new job, but was dismissed after arguing with his boss.
The book was a best-seller, and Josef resigned from the firm.
While he was unemployed Josef studied for a master's degree.
He retired from business and now lives in the south of France.
Thanks to the masters on his Cv, Josef was hired by a firm of consultants.
o
o
o
o
o
o
D
Use appropriate expressions in bold from Exercise2 above to complete these job
interview questions. Change the form as necessary.
1
2
3
4
5
Could you tell me exactly why you
from OQP?
Were the departments merged before or after you
Quality Manager?
After the factory closed, was it difficult to
?
Have you
jobs in other companies in the area?
If you
for a second interview, would you be able to come to our head
office in London?
6 How would you feel if we
you
as a product manager?
D
Now correct these sentencesfrom a biography. The words in bold have been mixed up.
Put them back in the right places.
1 Aisha's resume was impressive; she was dismissed without even attending a first interview
2 At the second interview, Aisha did so well that she was made redundant on the spot.
3 A few years later, she wrote her first novel while she was unemployed; it sold only 400
copies.
4 Aisha was an unconventional journalist who preferred to work at night; after arriving four
hours late for a meeting she was hired.
5 When the editor in her next job refused to publish a controversial article she had written,
Aisha immediately offered to retire but the editor refused to let her.
6 However, when the newspaper was taken over by a larger competitor, Aisha was shortlisted.
7 After difficult times while she was on sabbatical, she was finally able to live in comfort
when her sixth novel became a best-seller.
8 She was 74 when she finally decided to resign from writing novels.
-_ -_
50
/ /",Business
2.0
Inte~et
re se arc
C olloca tions
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
o In each set of five below. match a verb 1-10 with
a noun a-j to make collocations for
describing skills and qualities.
Search for the keyword zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
mentoring to
find out
how a mentor can help
employees with their
personal development.
1
2
3
4
5
take --....._
make
---be
work
build
a)
b)
c)
d)
e)
a commitment to
initiative
good working relationships
a good listener
to strict deadlines
6
work
make
manage
possess
take on
f)
g)
h)
i)
j)
a busy workload
ownership
closely with
a valuable contribution to
strong negotiating skills
7
8
9
10
IJ Use eight
of the collocations from Exercise 5 to complete the sentences below. Change the
verb form if necessary.
3
I enjoy taking initiative, and I keep my promises; when r
to a project, I always
deliver.
I have a lot of experience in
both product development and sales teams, and can
adapt to their different working styles.
I have excellent organizational skills, and I hate being late - so I have no problem with
4
5
6
7
8
I liaise with government officials: fortunately, I
_
I'm used to
; I'm good at multitasking, and coping with pressure is no problem.
I often
of projects with multi-million dollar budgets.
I believe I can
any work group.
I
, so I build good working relationships with colleagues.
1
2
D
a)
b)
c)
d)
Which two answers in Exercise6 could you give to each of these questions?
Are zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
you able to take responsibility? DO
Are you a good communicator? DO
Are you a good time manager? DO
Are you a good team worker? DO
Liste ning
for gist
D ~
1:45 Listen to an extract from a human resourcesreview meeting. Mark these
employees as high-fliers (+) or as concerns (-).
Rachel Ratcliff
Paul Stevens
Michael Diegel
Shane Garney
T a king note s
D ~ 1:45
Listen again. Take notes on the problem. causesand possible solutions for Rachel,
Michael and Shane.
Rachel
Michael
Shane
problem
causes
possible solutions
Glossary
controversial
flag (verb)
PAGE 155
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
[Ill In small groups. decide what you would do about Rachel.Michael and Shane.
headhunter
liaise with
multitasking
on the spot
unconventional
wannabe
IhcBusiness2.0
51
4
C a re e rs
-
.... present simple, present
4 .3 G ra m m a r
.
P re se nt te nse s
--
~-
-
continuous
.... present perfect, present
perfect continuous
Refresh y o ur
m e m o ry
Present simple
I w ork best late at night.
permanent or recurrent
present actions or
situations
Present continuous
I'm not w orking on
anything special at the
moment.
temporary present
actions or situations
Present perfect simple
I've never w orked in
sales, but I have w orked
in a cafe.
life experience up to
now, or present resuIt of
a past action
Present perfect
continuous
I've been w orking too
hard -I'm exhausted!
action in progress up
to now
T he bluffing
ga m e
D Complete the sentencesbelow with
information about yourself that other students
don't know. Usethe present simple, present continuous, present perfect simple and
present perfect continuous. Four of your sentencesshould be true, the other four should
be untrue.
1 I often ...
2 I don't usually ...
3
At the moment,
4
Right now, I'm not .
I'm
.
5
6
7
8
I've never ...
I've already ...
Recently, I've been ...
For some time now, 1 haven't been ...
o
In groups, take turns reading your sentencesout and answering other students'
questions. The group has to decide whether you are telling the truth or bluffing. Who is
the best bluffer?
P re se nt pe rfe ct a nd pa st sim ple
D You and your partner work for an international
recruitment agency.Your clients are
looking for:
.... Grammar and practice page 128
1
2
3
4
5
6
a Spanish-speaking science graduate
an undergraduate with marketing experience
a graduate accountant, to be a future finance director
a French-speaking graduate in business
an arts undergraduate with experience in the Far East
a Portuguese-speaking graduate with experience in sales.
You have each interviewed and tested five candidates. Exchange information with your partner
and decide together which candidates are most suitable for each request.
Student A: use the information below.
Student B: turn to page 117.
Candidate
Graduation
Work experience
Mr Salmon
next summer, Chemistry
pullover sales in Mexico
Ms Bianco
Mrs Grey
A+
next June, Marketing
nurse in New York
Miss Rose
Mr Da Silva
A
last December, MBA
own business in Brazil
Mr Green
Mr Schwartz
B+
last October, Accountancy
banks in Geneva, Monaco, Portugal
Miss Plum
Ms Violeta
Mr Braun
52
Management
potential test
B
next spring, History
holiday club in Thailand
C-
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
j I,,· zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Liste ning: pre se nt pe rfe ct simple a nd continuous
Internet
re s e arc h
Search for the keywords
IJ ~
1:46-1:55 Listen to situations 1-10 and match them with the pictures A -J.
..
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
E nglish gram m ar
m any websites offering
gram m ar
4)
I""WAY]
~
practice to explore the
explanations
and exercises. In class,
hold a vote to find your
favourite
gram m ar site.
o
o
o
G lossary
assault course
P AG E 155
o ~ 1:46-1:55
o
Listen again and write down what has happened or has been happening in
each situation. T hen compare your ideas with a partner.
hand
knock over
Asking que stions
relevant
III
undergraduate
You're kidding
W ith a partner, take turns interviewing
each other for a job.
Student A: turn to page 115.
Student B: turn to page 118.
ThezyxwvutsrqponmlkjihgfedcbaZ
B us ine s s zyxwvutsrqponm
2,0
53
I
L_
4
C areers
I
~
p re p a rin g zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
fo r in te rvie w s
4.4 Speaking Job interviews
~
a n sw e rin g in te rvie w
q u e stio n s
~
ro le p la yin g a jo b
in te rvie w
Discussion
D
How would
you answer
the following
interview
questions?
1 Where do you see yourself in five years' time?
2 How do you motivate people to do their best?
3 What are your weaknesses?
4 Can you give an example of a situation you found stressful, and how you coped with
the stress?
Listening
o ~ 1.56-1.59
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFED
Listen to extracts from four job interviews
A-D. W hich candidate{s):
1 give(s) concrete examples from their experience?
2 ask(s) questions to make sure they answer the interviewer's question?
3 structure(s) the answer in two parts?
4 turn(s) a question about a negative point into an opportunity to emphasize a positive
quality?
o~
1.56-1.59 Listen again and complete
answering
Useful expressions:
Asking for clarification
job interview
Answering
of useful expressions
for
interview
questions
or reformulating
Playing for time
I'm so rry, co u ld yo u e xp a n d o n w h a t yo u m e a n b y ... ?
T h a t's a ve ry in te re stin g q u e stio n . I w o u ld sa y ...
D o yo u
T h a t's a d ifficu lt q u e stio n to
____
th a t ...
Structuring
... ?
your answer
. le t's
G iving concrete examples
I'd like to a n sw e r th a t in tw o w a ys: firstly, ... se co n d ly, ' ..
L e t m e g ive yo u a n e xa m p le o f w h a t I m e a n .
I th in k th e re a re tw o im p o rta n t
T a ke ... , fo r
to th is q u e stio n ...
Talking about yourself
____
Validating
w h a t I le a rn e d .
I se e
I p la n to
e m p lo ye e in a le a d in g
e xp e rie n ce a n d le a rn n e w skills.
I w o u ld b e re a d y to
u p to a p o sitio n w ith m o re
re sp o n sib ility.
I re a lize d th a t kn o w in g
h o w w e ll yo u 're
is e sse n tia l
to sta yin g m o tiva te d .
I'm
th a t th e re a re a re a s th a t I ca n im p ro ve o n .
I d o n 't fe e l th a t I h a ve a n y
I w o u ld sa y th a t o rg a n iza tio n
I
_
your answer
Is th a t w h a t yo u w a n te d to kn o w ?
a s a to p p e rfo rm in g
co m p a n y.
54
the checklist
questions.
w e a kn e sse s.
is o n e o f m y
_
to fin ish th e p ro je ct o n tim e .
1/.0,·zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss 2.0
D o e s th a t
yo u r q u e stio n ?
Inte r.ne t
re s e arc
h
Search for the keywords
interview advice tips to
find out how to succeed
in job interviews.
D The candidates in Exercise2 used these expressions.Put the words
in bold in the correct
order.
1
2
[applied what learned I.
I'm able being unpopular with to cope.
3 [see myself performing as top a a employee company in leading.
4 I plan experience to gain new and skills learn.
S I would be ready more a move to position up with to responsibility.
6 I realized that knowing well you're how motivated essential doing is to staying.
7 I'm aware there that on that areas are can I improve.
8 I don't feel weaknesses I any have that significant.
9 I would say my organization is that one of strengths.
10 I managed on finish to the time project.
o
Readthe quotation and mark the interview questions a-h as type 1 or type 2 questions.
The good news is that there are only two interview questions. That is, regardless of what you're
asked, the employer really only wants to know:
1
2
What value can you add to my enterprise as an employee (and can you prove it)?
Why do you want this job?'
a)
b)
c)
d)
e)
What are your strengths and weaknesses?
Why do you want to work for LIS?
What is your greatest achievement?
How do you make sure things get done?
Why do you want to leave your present job?
f) Tell me about a time when you successfully handled a difficult situation.
g) What SOli of environment would you prefer not to work in?
h) What are the most difficult kinds of decisions for you to make?
Glossary
PAGE 155
I
achievement
cope with
rapport
regardless of
strengths
weaknesses
With a partner, ask and answer the questions using expressions from Exercises 3 and 4, inventing
any details as necessary.
R ole pla y
II W ith
a partner, roleplay an interview for one of the jobs below.
Interviewer
Interview the candidate for the job they have chosen. Invent further information about the job as
necessary. For each of your questions, note whether the answer is satisfactory or not. At the end of
the interview, give the candidate feedback on how well they performed.
_.. eWorkbook
Now watch the video
for this unit.
Candidate
Let the interviewer lead the conversation initially, but try to develop an exchange by asking
questions about the job and the organization.
M ultina tiona l
oil com pa ny
I
I
Leading consultancy requires business graduates to
train as auditors and consultants
Vacancies in London, Paris, New York, Tokyo
Candidates should be analytical, independent and able to
develop a rapport with clients in all sectors
future m a na ge rs to lead
seekszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Competitive salary and benefits
development teams for alternative
Send CV to Jane O'Hara - johara@acc.jobs.org
energies in Norway, Indonesia and
South America.
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
--.
Strong leadership and communication
skills essential.
Motivating compensation package.
For details visit www.nuenergeez.com
...----------
Music major seeks dynamictour managers to organizeand manage
promotionaltours fortop pop,rock,and R&Bacts
t\
I
80% of time on tour
SuccessfulcandidatesWillhave strongintercultural,negotiation,zyxwvutsrqponmlkj
people-and crisis-managementskills
Salaryand performance-relatedbonus
Contact Sue - sue.rhodes@mjmc.biz
------------------~
n- zyxwvutsrqponmlkjihgfe
Business 2.0
55
4
Ill>
Careers
~
CV structure
~
appropriate
4.5 Writing
A CV
language
- - - - - - - - - - - - - - - - - - - - - - ~ Discussion
~
writing
a CV
D Discuss why
you agree or disagree with the following
statements about writing CVs
or resumes,
1
2
3
4
Y ou should
Y ou should
Y ou should
Y ou should
never use m ore than one page.
describe your experience first, then your qualifications.
list five or six people w ho can be contacted for a reference.
alw ays include a photograph.
Model
D Decide in what order you expect the following
the CV below to check.
categories to occur in a CV.Then read
general additional skills
personal details
positions of responsibility
qualifications
references
voluntary roles
work experience
Robert Khan
Date of birth
Nationality
Current address
Tel:
29 April 1991
British
27 Keats Road, London SE4 3KL (until 30 June)
020 8088 8965
Permanent address
Tel:
247 Newmarket Road, Norwich NR4 lET
01603443143
EDUCATION
2010-2013
BA in Business Studies at Chelsea School of Business
(Exam results to date 2:2; Expected final grade 2:1)
Norwich School: 3 'A' levels: Economics (A). Maths (B), History (C)
Norwich School: 10 GCSEs,including Maths and English
2007-2010
2003-2007
WORK HISTORY zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
-------------------------------------------- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
__ -------------------------
Jan-June 2012
July-Sept 2011
2010-2011
Work placement, Atherton Consultants
I played an integral part in a team of consultants working on IS projects. This position
required familiarity with networking solutions and Web design and involved liaising with a
client's parent company in Germany.
Vacation Trainee, Jardine, White & Partners
I coordinated an office reorganization project.
Sales ASSistant,Kaufhaus des Westens, Berlin
I was responsible for managing the outdoor exhibition of camping equipment. I ran a
language training programme for members of the department.
POSITIONS OF RESPONSIBILITY
2011-2012
2011 to present
President of CSB Students' Union
I represented over 400 members in faculty meetings and organized and chaired
conferences with visiting speakers.
Captain of CSB Squash Team
I run training sessions and am responsible for organizing matches and motivating the team.
OTHER
Fluent German
Advanced computer literacy: Office software, networking and Web design
3rd trombone in the London Students' Jazz Orchestra
Clean driving licence
REFERENCES
See next page
56
lZ,,'zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss 2.0
Inte~et
re se arc
A na lysis
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
Search for the keywords
resum e style to find out
about different resume
styles to consider,
including functional,
skills and chronological
styles.
D Underline
all the verbs in Robert's CV in Exercise 2. What do you notice?
La ngua ge focus
D Read the
CV again. How has Robert formulated the following
appropriate language?
1
2
3
4
5
6
7
8
g
10
information in more
I sometimes phoned people in Germany.
I'm good with computers.
I was the contact for the removal company for the transfer to new offices.
I gave some colleagues some English lessons.
I spoke on behalf of 400 students in meetings with teachers.
I was the general assistant to the computer consultants.
I sold tents.
I had to learn how to set up a LAN.
I'm the only member of the team who believes we can win.
My job was to introduce the speakers and thank them at the end.
O utput
o Read the facts about Justine Collier and organize the information
under the five headings
used in Robert Khan's CV.Then write Justine's CV using relevant language and expressions from
Exerdse 4.
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- p~rties, visits, etc.
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B1A~rtet
1A-1I.iversitz;-b~s)(etb~H
te~w.. - w..(Jjob to bri-1l.0 dri-1l.)(S
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-1I.ews£etter, etc. Sow..etiw..es plA.o-1l.edV::cPto
i-1l.vite to receptio-1l.s, etc.
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Soci~f Sec1Arit(Ji e-1l.tered
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dep~rtw..e~t, s~££jobs,
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II Write
(or update) your own CV.
7YJcBusiness
2.0
57
4
C a re e rs
~~1F-r~'~'~~~~j~",,"K--·.-~-r'_,~,
II>
taking a gap year
4.6 Casestudy ~l.G.~~years~atldl'~~~ee~"I:j_re~a_l(s··
'.' '~'~,.;:.".
1<_
II>
applying for a placement
II>
placement interviews
Inter.net
~
~L
_~
~...'"
""
w..."
.'
•...1
-,'
Brainstorming
D
Brainstorm the advantages and disadvantages of taking a year off before or after
university or in mid-career. How many different ways of spending a gap year can you
think of?
re se arc
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDC
Listening
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
gap year to read about
2.01-2.06 Listen to six interviews with people who took a gap year and answer
some of the ways
the questions.
students (and other age
1 W hen and where did they take their year out?
groups) are using their
2 W ere their experiences positive, negative or mixed? W hy?
gap years.
o~
Scanreading
D
Readthe advertisement and answer the questions.
1 W ho can apply for a gap-year placement, and when?
2 W hat are the four benefits of a gap-year placement mentioned in the advertisement?
3 W hat kind of work is available?
4 Do you get paid/have to pay?
5 How do you apply?
W a nt to
cha nge
the world,
or just
wa nta
cha nge ?
Whether you are still a student or already
in work, a gap-year placement Is a unique
opportunity to broaden your horizons, enhance
your CV and step back from your studies or
career to decide what you want to do with
your life. Perhaps more Importantly, a gap-year
placement Is the chance to do something
concrete and tangible to help people in need
In underprivileged areas of the world.
Placements are designed for people
over 17 years of age, and run for six or nine
months throughout the world. All placements
begin with an intensive orientation course to
help you find your feet; for some countries,
an optional ten-day Intensive language
course ;s recommended. Participants work
as volunteers in sectors such as education,
conservation, medical support and care work.
Food and accommodation are provided, but
participants pay their own travel costs.
-------------------------------------------------------------------------------------------------------------~
58 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
TheBusiness 2.0
Reading
and discussion
II Read the
four descriptions of gap-year
placements. W ith a partner, explain which one(s)
you'd prefer to go on, and why. W hy wouldn't you
like to go on the others?
Care W ork in
South Africa
Population:
W riting and roleplay
o You are going to take turns
interviewing and
being interviewed for www.qapyearplacernent.orq,
First complete the application form, then follow the
steps below.
applic atio n
fo rm
45 million
11 official
languages, including English
and Afrikaans
Placement:
Schools for
4 to 18 year aids with
special needs
Job: Classroom assistant in a special needs school,
providing classroom support and working on an individual
basis with children with mental and physical disabilities.
W orking week: 45 hours, some evening duties.
Official
Language:
www.gapyearplacement.org
Name:
__
Current occupation:
A
_
Describe your previous participation
in any
organization, your experiences in other countries
and your contact with persons of other
nationalities,
B
races and cultures.
What are your main reasons for spending a year
abroad and why have you applied for a gap-year
placement?
C
What is your preferred destination
Conservation
in Malaysia
Population:
Language:
and type of
Care W ork in
Costa Rica
voluntary work?
Population:
2
3
4
5
Divide into A Groups and B Groups of four
students each.
Three students from Group A interview one
student from Group B. At the same time, three
students from Group B interview one student from
Group A. Use the completed application forms
above (and CVs, if available) for the interviews.
When the first interview is finished, a different
person from each group goes to the other group to
be interviewed. The interview panel will, therefore,
be slightly different each time.
When all the interviews are finished, decide
in your groups which candidates have been
successful.
Group A and Group B join together and give the
candidates feedback on
why their applications
PAGE 155
Glossary
have or have not been
ecosuccessful.
find your feet
step back
tangible
underprivileged
4 million
Spanish
(Indian languages and Patois
also spoken)
Main Religion: Roman Catholic
Placement:
Care work
Job: Care-work placements in homes for children with
disabilities or orphanages: assisting individual children,
organizing activities, helping with lessons or assisting at meal
times. Intensive Spanish language course recommended.
Official
1
24 million
Bahasa
Melayu
Main Religion: Islam
Placement:
Conservation work
Job: Various conservation
projects: construction and maintenance of trails,
identification of species, eco-tourism projects, organic
farms, animal sanctuaries, turtle-conservation projects.
Work is physically demanding.
Official
Language:
Teaching in
Tanzania
Population:zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
37 million - over
129 tribes
Language: Swahili
and English
Main Religion: Christianity
and Islam
Placement:
Teaching in primary or secondary schools
Job: Teaching five days a week: all subjects, including sport
and drama. Participants must have excellent English. Four
weeks' school holidays per year.
Official
,"..B us ine s s zyxwvutsrqpon
2.0
59
R e vie wP roducts
I
a nd pa cka ging
o Fill in the m issing vowels in these adjectives.
2
an important,
1
2
3
a detailed instruction about how something should be
made~~~~
an advantage that you get from something ~~~~
the job that something is designed to do
_
Today's marketplace is highly c_m p_t_t_v
_.
Packaging has to be _ttr _c t_ v _, _ff_c t_ v _ and
d_st_nct_v_.
Packaging is cr _t_c_1
to make sure there is
_ ff_c __ nt use of I_m_t_d
shelfspace.
An _r _g_n_l
idea can turn out to be
_mpr_ct_c_l
for reasons oft_chn_c_l
limitations.
3
I
3
4
o Com plete the sentences using words from the box.
chance
needs
1
2
communication
process
sale
field
solution
issues
view
Packaging is the manufacturer's last
~ to
seduce the customer.
Many products are identical from the consumer's point
of
_
III
Join the sentencesusing who (for people), that (for
things) or whose.
1
Here's the email. I got it this morning.
Here's the email that I got this morning.
2
Here's the email. It arrived this morning.
3
The team leader is an interesting
Spain.
4
The team leader is an interesting man. I met him yesterday.
man. He comes from
5 The team leader is an interesting man. His background
is in IT.
3
Most purchasing
4
The principal problem is a lack of
between
the people involved in the design and development
o
5
There are different groups of experts, all working in
their own specialized
_
Production people know nothing about consumer
o
1
A cycle for developing a product is a
product development cycle.
The manufacturing people deal with the technical
____
as and when they arise.
Our task forces can deliver an optimal
week, sometimes less.
2
3
A document that shows you have insurance for travel is zyxwvuts
a~~~~~~~~~~~~~~~~~~~~
__
A concept for the design'of packaging is a ~ __
~_
4
A product used for cleaning households is a
6
7
8
decisions are made at the point of
III
Put brackets around any exam ples of who or that
that are not necessaryin Exercise6.
one
D In each set of
four below, m atch a verb on the left
with a phrase on the right to m ake collocations about
product developm ent.
1
2
3
4
generate
screen out
launch
draw up
the product onto the market
new ideas in focus groups
specifications for the product
unfeasible or unprofitable ideas
5
6
7
8
conduct
draw
go into
test
production on a large scale after tests
market studies
sketches and build mockups
the product by using it in typical situations
II
Fill in the m issing letters to com plete these nouns
about dim ensions.
1
2
3
4
It's 45 cm long.
It's 31 ern wide.
It's 8 em high.
It weighs g kg.
Its l_ _ _ _ _ _ is 45 em.
Its w_____
is 31 cm.
Its h _ ---Its w ______
is 8 cm.
is g kg.
o
M atch each word in the box with its definition 1-5.
Then translate the words into your language.
benefit
feature
function
USP (unique selling point)
specification
1 the thing that makes a product special or different from
others
_
60
4
5
interesting or typical part of something
M ake noun phrases from the following definitions.
_
o
Choosethe correct word(s) to m ake phrases for a
product presentation.
1 After that, I'll go / go on to present ...
2 And now, if you have any questions, I'll do my best to
answer / respond them.
3 My reason / objective today is .
4 Final! Finally, I'm going to .
5 First of all, 1 / I'll talk about.
6 Thank you for listening! your listening.
7 I've divided my presentation by I into three sections.
8 Please make I feel free to interrupt me.
g So, in summary, these are the reasons I motives why I
am asking you to .
[[!] Put phrases 1-9 from Exercise9 into the order that
you would probably hear them .
m Rearrangethe words to m ake diplom atic phrases
used in a m eeting.
1
can I to / that I later I come I back / we?
2
we / want I to I go / in I that's!
not I sure.
3
I the / more I mind I of I thing! II had I in I kind.
that's zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIH
a / direction I I'm I
tt- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business a.o
R e vie w- 4
I
C a re e rs
D
Finish each phrase about careerswith the best
collocation from a-h.
1
2
3
4
S
6
7
8
make a career
reach your long-term
prefer money rather than job
learn new
gain
get a performance-related
send off a job
apply for a gap-year
a)
b)
c)
d)
e)
1)
g)
h)
application
bonus
choice
experience
goal
placement
satisfaction
skills
D
Fill in the m issing letters in these words which all
have a m eaning sim ilar to goal.
'I.
2
3
clear! annual/production!
sales t
s
limited! clear / specific / business 0
the overall / main! sole / underlying __ m
s
D M atch each word in the box with its definition below.
Then translate the words into your language.
aptitude
background experience
know-how
knowledge skill
knowledge that you need to be able to do something
2
3
information that someone knows
_
an ability to do something well, especially because you
have practised it
_
knowledge or skill you get from being in different
situations
_
the type of education, experience and family that you
have
_
a natural ability to do something well or to learn it
quickly
_
5
6
II The expressionsin the
Put each verb into the correct form : present sim ple
(do / does), present continuous (am / are / is doing),
present perfect (have / has done) or past sim ple (did).
Eachform is used twice.
'I'm really busy this morning - I (1)
(interview)
three candidates for that sales job - the second one is
outside now. Yesterday was even worse. I (2)
_
(interview) five candidates in two hours, and none of them
were any good. Let me see, over the last ten days I think I
(3)
(interview) 16 candidates. Just imagine! And
every time I (4)
(interview) someone there's a
cv to read, questions to prepare, records to keep. It just
never ends. Right now, ] (5)
(need) a break.
(6)
(anyone/see) that travel brochure about
holidays in the Seychelles? I know I (7)
(put) it
somewhere. Wait a minute. There's no-one here. I
(8)
(talk) to myself.'
o
Put each verb into the correct form : present perfect
(have / has done) or present perfect continuous (have /
has been doing).
1
1
4
o
box refer to losing your job.
2
I
____
(write) my CV all morning, and finally I
(finish) it.
(write) four job applications this week. One
day I must get lucky - I
(try) to find a job for
ages.
11 M ake nouns from the adjectives and verbs below.
1
2
3
4
S
6
strong (adi)
weak (adj)
responsible (adi)
perform (v)
commit (v)
achieve (v)
_
_
_
_
_
_
o Use each noun from Exercise8 to com plete these
questions from a job interview. Som e have a plural form .
be dism issed be fired
be laid off
be m aderedundant be sacked
2
1
Which three suggest it was your fault?
3
-----'-----1-----
2
3
Which of these three is more formal?
Which two expressions suggest it was not your fault?
4
4
---,--Which of these two is British English?
S
_
II Fill in the m issing letters in these words about
careers.
1
2
3
4
S
6
6
What are your main functions and duties in your
present job? What are your
?
How does the company know you are doing a good job?
How do they measure your
?
What are the positive things you can bring to the team?
What are your
?
And what would you say are your
? Come on,
be honest now.
What is the one thing you are most proud of in your
?
present job? What is your greatest
If we offer you this job, what kind of
will you
have to the company? Will you be looking for another
job after a year or two?
be sh
-li
d for a second interview
re
n from a job because you have a better offer in
another company
a
d an interview on Friday morning
be p
d to a more senior position after
some time in the company
be h __ ed by a company after a successful interview
---s for a job in a company
a__ zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
rill'
Business
2.0
61
5
II>
M aking de als
online and offline
retailers
5 .1 About busine ss
II> social networking in retail
R e ta iling
D iscussion
D In small groups, discussthese questions.
Inte rne t
re s e arc
h
Visit two or three of
these sites: Foursquare.
com, Booyah.com,
1
2
Do you prefer shopping in a bricks-and-mortar store or online? Why?
Do you do research online before buying in a store, or look at products in store before
ordering online? Does it depend on what you're buying?
Have you usee services like Facebook Places and Foursquare?
How do you see the future of retailing? Is there room for both bricks-and-mortar and
e-commerce?
3
4
Shopkick.com, Stickybits.
com, Gowalla.com,
Loopt.com, Brightkite.
com, Facebook Places.
Which service appeals to
you most? Why?
S ca n re a ding
o Readthe article opposite quickly and choose the best summary.
Retailers are using Internet services
a) to attract social networking users to their websites.
b) to improve their conversion rates by having customers scan bar codes.
c) to acquire data about customers and their lifestyles.
d) to increase foot traffic and make personalized offers.
R e a ding for de ta il
D
Readthe article again and decide whether these statements are T (true) or F (false).
The advantage offline retailers have over online stores is that they can easily know who
their customers are and adapt to their needs. 0
Visitors to an e-commerce site are more likely to make a purchase than people who walk
into a store. 0
Smartphone apps allow users to tell their friends where they are in return for exchanging
information with retailers. 0
Manufacturers could increase sales by persuading shoppers to handle their products. 0
Big brands are unconvinced about the efficiency of using social media apps. 0
Competing to collect virtual titles can become an obsession for some shoppers. 0
2
3
4
5
6
D iscussion
D
Explain the significance of the following phrases:
e-com m erce doesn't let go easily (line 4)
app-m ania cam e flying to bricks-and-m ortar's rescue (line 11)
all-im portant foot traffic (line 19)
if that seem ssom ehow less than essential (line 27)
pow erfully addictive experiences (line 58)
to hook users into a self-perpetuating race to ... their individual
identity (line 60)
Liste ning
11 ~
2:07 Listen to a shopper answering questions in a survey on social media and
shopping. Complete the questionnaire.
How zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
interested are you in services like Facebook Places and Foursquare?
Please give each option a rating between 0 (no interest) and 5 (very interested).
1
2
3
4
5
Glossary
checking in to shopping venues so your friends know where you are 0
winning gift certificates or prizes after a certain number of check-ins D
receiving information on special deals from stores D
checking in to a product by scanning a bar code D
becoming the mayor of your favourite coffee-shop or the queen of lipstick 0
PAGE 155
bricks-and-mortar
claws
hit
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D Interview
a partner. Ask questions to complete the questionnaire in Exercise5.
Compare and discussyour answers.
62 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
It» Business 2.0
R e ta i finds
its ne w
be st frie nd
in socia l
m e dia
m a rke ting
EVERY ONLINE SHOPPER knows that a single internet
purchase will be followed by an uninterrupted stream of
offers tailored to their profile and tastes. Once it's got its
claws into your digital 10, e-commerce doesn't let go easily.
5 Make a cash purchase in a mall on the other hand, and you
leave the retailer none the wiser about who you are, what
kind of products you prefer or whether you'll ever set foot in
their store again.
Until very recently, offline stores were at a distinct
10 disadvantage when it came to knowing their customers. But
just when the retail battle seemed almost lost, app-mania
came flying to bricks-and-mortar's rescue. The consumer's
love-affair with smartphone apps has not only saved physical
retail's bacon, it may even be turning the tables in its favour.
15 Because in-store conversion rates are far higher than the
very small percentage of e-commerce hits that actually make
a sale, if apps get shoppers through the door, high street
stores know they're winning.
So just how is app-mania boosting that all-important
20 foot traffic? Old friends like Facebook and new services like
Shopkick and Foursquare provide offline stores with online
data on their visitors by encouraging users to check in via
their apps as they move around town. Stores and service
outlets can track consumer behaviour, recognize returning
25 customers and send them personalized offers. In return,
app users can let their friends know exactly where they are
and what they're buying. If that seems somehow less than
essential, they can also collect points, and win vouchers and
prizes.
30
Other new services are taking advantage of smartphone
technology and real-world store visits to push individual
brands and products. Services like Barcode Hero® and
Stickybits™ invite users to compare prices, post product
35
40
45
50
55
60
reviews and win prizes by scanning bar codes in stores.
'When we get a pack or a can off the shelf and into the
consumer's hands, there's a very strong chance they'll
actually purchase that product, enjoy it, and become a
regular customer' says a brand manager for a household
name in food products.
After an initial period of scepticism, the majors have
been persuaded to get involved by serious user numbers
(Foursquare has over three million). High street retailers like
Walgreens, Starbucks" and Gap® and service providers
like American Express® are running app-based campaigns,
while major brands like Pepsi, Lipton and Campbells® are
also investing in social media. With a potential one billion
Facebook users checking in to local businesses through
'Facebook Places', physical retailers can finally compete
with e-commerce on equal terms. SaVV'j shoppers however
have already seen loyalty cards, coupons, stamps and air
miles come and go: will they be willing to keep checking
in to venues and scanning bar codes? The results of new
marketing concepts borrowed from digital gaming suggest
they will.
One of the strongest motivators in social media is status
and identity: collecting points to obtain virtual titles like
'duchess of books' or 'queen of lipstick' combines the
powerfully addictive experiences of social media, interactive
competition and shopping, allowing high street names and
big brands to hook users into a self-perpetuating race to
connect to others and affirm their individual identity. Like it or
not, virtual browsing and real world shopping are converging;
In social media marketing, reta'll has found its new best
friend.
J
•
~
n",B usine ss zyxwvutsrqponm
2.0
63
5
M aking de als
... collocationsfor
negotiating
... e-tail transactions
D iscussion
o
Inte~et
re se arc
h
'You can do everything in an e-store that you can do in a high-street store, except
touch the product: Do you agree? W hat can you do in an e-store that you can't do in a
high-street store?
Search for the key words zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
C olloca tions.
principled negotiation
Com plete the collocations for negotiating by choosing the correct noun from the boxes
to find out about a
for each group of three verbs.
popular approach to
negotiation.
o
a discount
an order
a price
a proposal
the benefits
the details
place
bring down
take
quote
fill
state
grant
see
sort out
m ake
4
sell
discuss
explain
2
askfor
5
firm up
go over
a com prom ise
subjectto
open to
offer
a deadline
a deposit
require
costs
fee
8
an annual
an entrance
hidden
m eet
seek
fixed
m iss
extend
_
a m onthly
put down
10
6
negotiation
under
extra
_
reject
pay
7
3
11
offer
9
12
find
Liste ning zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o~
2.08-2:15 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Listen to eight extracts from negotiations. W hat's happening in each case?
Com plete the descriptions with an appropriate verb or expression from Exercise2.
Extract
Extract
Extract
Extract
Extract
Extract
Extract
Extract
1: A supplier is
an order.
2: A buyer is trying to
the price.
3: A buyer is
a bigger discount.
4: A seller is
a proposal.
5: A negotiator is saying that availability is open to/subject to
_
6: A seller is asking the buyer to
deposit.
7: A customer is complaining that a supplier has
deadline.
8: A negotiator is
a compromise.
W rite two similar extracts illustrating two more of the collocations. Read them to a partner,
who should try to identify the collocations you are referring to.
64
T/;I' Business 2.0
P ronuncia tion
D ~
2:16-2:20 Liste n to the se phra se s you he a rd in E xe rcise 3 . E a ch conta ins e xa mple s ofzyxwvutsrqponm
'~/(schw a), the ne utra l sound use d for unimporta nt, unstre sse d sounds, for e xa mple the first
a nd la st sounds in the word zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
a nothe r. U nde rline the /d/ sounds in e a ch phra se .
1
2
3
five hundred at 12 euros a box
two and a half thousand
an extra 2%
4
5
five or six weeks a year
We usually ask for 20% now.
N ow pra ctise sa ying the phra se s with the corre ct pronuncia tion.
o P ut the se ste ps in a n e -ta il tra nsa ction into the corre ct chronologica l orde r.
o The product is shipped to the customer's address by mail or express carrier.
o The seller exchanges the product or gives a refund.
o The customer goes to the check-out and pays by credit card.
o The website records the transaction and generates an invoice.
o The customer selects the product and places it in a cart.
o The customer sends the faulty product back under guarantee.
D The customer's credit card account is debited.
o The customer clicks on the link to the seller's site.
o The customer browses the site and identifies the product which interests him.
o The website sends an instruction to the warehouse to ship the product.
o
o ~ I ...
INBOX
In e a ch e ma il, corre ct the words in bold which a compute r virus ha s mixe d up.
I REPLY"
o
t FORWARD ..
Dear Sir or Madam,
I am writing to complain about the service from
your lowlowprice.biz website. Last month I ordered
a DVD;you then took three weeks to ship the (a)
site . While I was waiting for delivery, I browsed
another (b) product, which advertised the same
DVD for only half the price. I have also prrced the
(c) cre dit on several other sites, all cheaper than
yours. Finally,when I checked my bank statement, I
noticed that you have debited my (d) product card
twice! Please correct this error as soon as possible.
Mary Brotherton
e
k8J
... INBOX
REPLY ..
' FORWARD ..
Dear Ms Brotherton,
Please accept our apologies for the errors you have
experrenced. Unfortunately, our computer recorded
your (a) link twice, and therefore generated two
(b) re funds. Usually our prices are the lowest
on the Web; when this is not the case, we are
happy to give full (c) product. Please send the (d)
tra nsa ction back and we will credit your account
for the full amount. (Click on the (e) invoice s below
for the return address.)
Customer Service Department
www.lowlowprice.biz
D iscussion
o T e ll a pa rtne r a bout a time
whe n you ha d difficulty re a ching a n a gre e me nt in a ne gotia tion
with some one . T a lk a bout the diffe re nt sta ge s in the discussion, a nd if a nd wha t you
e ve ntua lly a gre e d. U se the words a nd the e xpre ssions in the box to he lp you.
be prepared
to
clarify
consider
discuss
point out
propose
reach an agreement
--~~-----------------------------------------------------
!I" zyxwvutsrqponmlkjihgfedc
Business zyxwvutsrqponm
2.0
65
5
M aking deals
.... If + present simple + w ill
5 .3 G ra m m a r
C onditiona ls
a nd re com m e nda tions
.... If + past simple + w o u ld
.... re co m m e n d ,
a d vise ,
D iscussion
D
Read the questionnaire and think about your answer to each question; be careful to
use the correct grammar structures. Then, with a partner, compare your answers; tell your
partner if you think their answer is right or not.
su g g e st
Refresh y o ur
m e m o ry
First conditional
+ present sim ple,
+ w ill + d o
li kely future events
if
(th e n )
.... Grammar and practice page 130
C ustomer care
questionnaire
Second conditional
+ past sim ple, (th e n ) +
would + do
unlikely future events
if
Y ou've just sta rte d a ne w job se lling
sportswe a r a nd e quipm e nt.
.... Grammar and practice page 131
W hat do you advise when a customer can't decide between a cheap and an
re co m m e n d /su g g e st!
expensive product?
a d vise
W hat do you say if a customer asks for a discount?
recom m end/suggest
som ething
W hat do you recommend doing if a customer is angry?
recom m endlsuggest
W hat would you do if a customer injured her foot by
som ething to som eone
dropping weight training equipment on it? zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONM
recom m endlsuggest
(not) doing som ething
0
W hat will you do if a customer breaks a
valuable piece of equipment?
0
W hat would you say if a
recom m end/suggest
(that) som eone do
som ething
customer said you knew
nothing about sport?
advise som eone (not) to
do som ething
advise (not) doing
som ething
II W hat
do you suggest
doing if a customer asks
you for your personal
phone number?
.... Grammar and practice page 131
IJ
W hat would you do if a
customer complained
about your attitude?
0
W hat will you do if
you accidentally shortchange a customer?
1m
W hat would you do if a
customer made racist or
sexist remarks?
ED
W hat do you recommend if
a customer brings back a set
of golf clubs and demands a
refund?
IE
W hat would you do if you saw
a customer steal some expensive
running shoes?
EEl
W hat do you do if the item the customer wants is
out of stock?
ED
W hat will you say if a customer asks why your
prices are higher than online stores?
Em
W hat would you do if a customer left their credit
card in the store?
66 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I he B usiness 2.0
t
Inte r.ne t
re s e arc
h
Search for the keywords
R e form ula ting
o Reform ulate these sentencesusing the words in bold.
1 We can only deliver by 1 July if we receive a 30% deposit within ten days. (unable, unless)
W e are unable to deliver by 1 July unless we receive a 30% deposit within ten days.
negotiation quotes to
find quotations
negotiating
about
by experts
and fam ous historical
figures.
2
Our production manager will agree to make the changes, as long as you supply a prototype.
(willing, providing)
3 We might consider a larger discount, on one condition: that you pay in advance. (reluctant,
unless)
4 We would not wish to sponsor the exhibition unless we had a large stand in the entrance hall.
(prepared, but only if)
5 Providing we can get the sub-components in time, we will be able to meet the deadline. (unless,
impossible)
6 If, and only if, several other top CEOs were present, our president would agree to attend.
(as long as, available)
D iscussion
o W ith a partner, ask and answer these questions, following
the exam ple.
1 Would you recommend working abroad for a few years and, if so, where?
I would certainly recom m end it, providing it was a good career m ove and, personally, I would
suggestgoing to an English-speaking country. W hat do you think?
2 Would you advise working for non-profit organizations and, if so, which ones?
3 Would you recommend that people work part-time?
4 How would you advise a manager who wants to be popular?
5 What do you suggest young people do to become millionaires?
Liste ning
o ~ 2:21
Two colleagues in a salesdepartm ent. Jan and Petra, zyxwvutsrqponmlkjihgfedcbaZYXWV
are negotiating a list of
responsibilities they have to share. Listen and write J (Jan)or P (Petra) next to the points they
agree on.
o tennis tournament with customer
o run exhibition stand in Kazakhstan
o conference in Madagascar
o team-building course in Siberia
o relocate call centre manager to India
o take holiday in August
o take holiday in January
o open office at 6am
o close office at lOpm
o supervise intern for six months
o share office with PR Manager
N e gotia ting
o zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
W ith a partner, try to negotiate an agreem ent on the rem aining points in the list above.
Ibe zyxwvutsrqponmlkjihgfedcb
Business 2.0
67
5
M aking de als
... negotiating technique
5 .4 S pe a king
N e gotia tions - ba rga ining
... expressionsfor bargaining
and offers
D iscussion
... roleplaying a negotiation
o In one minute, negotiate the sale of your bicycle/computer/musical instrument/other
item to a partner.
Did you win or lose the negotiation? W hy? Is there always a winner and a loser?
Liste ning
o ~ 2:22 Listen to Part 1 of a negotiation
1
2
3
4
5
6
and answer the questions.
What does Harry Petersen's company do?
What services are included in the package Ingrid's company offers?
How does Harry intend to deliver products?
How will Holman Multimedia charge for their services?
What are the advantages for Harry of working with Holman Multimedia?
What is the next step?
D ~ 2:23 Listen to
Part 2, Version 1. W hat important mistake does Harry make?
II :;2:24 Listen to
Part 2, Version 2 and answer the questions.
1 How has Harry improved on Version I?
2 What conditions does Ingrid ask for to:
bring down the monthly fee?
guarantee a maximum down time of 24 hours per month?
have the site up and running by next month?
3 What terms do Harry and Ingrid agree?
D ~
2:24 W ith a partner, find suitable words to complete the useful expressions for
bargaining in the checklist. Then listen again and check your answers.
U se ful e xpre ssions: Ba rga ining
Tentativeoffers
I might
be able to bring it down a little, but
_
if we had a three-yearcontract.
I might considerreducingthe price if you increasedyour order.
Compromising
W ould you agreeto a compromise?
Isthat an acceptablecompromise?
... let's
the difference.
Firm offers
I am readyto sign a contract today if you can guaranteethe price
for two years.
... so we're happyto guarantee lessthan 24 hours per month, as
____
asyou chooseour platinum servicelevel.
I can pay six months in advance,on
that you havethe
site online in two months.
Counter-offers
I'd be
to agreeto a three-yearcontract,
you
could guaranteea maximumdown time of 24 hours per month.
I supposewe
do it, providing you
a year's
fees in advance.
It would be difficult for me to increasemy order unlessyou
guaranteedthe price for two years.
W hich tenses are used in the condition (if/u n le ss) clausesof the tentative offers,
counter-offers and firm offers above, and why?
68
1h . zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Ba rga ining
Inte rne t
re s e arc h
IJ Work with
a partner to negotiate the following situations. Change roles for the second
negotiation.
Search for the
keywords cross cultural
negotiation to find out
1 Student A: You have to give a presentation to the sales team tomorrow morning, but you
booked an important client meeting at the same time. Ask B to give the presentation for you.
how cultural differences
Student B: This is the second time this has happened in two months. You think A should be
more organized, so if you agree, negotiate something valuable in return.
affect international
negotiations.
2
Student A: You have to work with an auditor on Friday afternoon, but your boss has booked
you on an all-day training course. Ask B to look after the auditor for you.
Student B: You were planning to take Friday afternoon off as you are going away for the
weekend, so if you agree, negotiate something valuable in return.
Usethe following format to structure your negotiations:
StudentA
Student B
..
Ask a favour.
/
/
Make a counter-offer.
Propose a compromise.
Make a tentative
offer.
Make a firm offer.
Agree, go back to the beginning
or break off negotiations.
P ronuncia tion
o Stressingkeywords is important in making clear that your first offers are tentative and
hypothetical. Underline the two keywords that are stressedin each of these examples.
1 I might possibly be able to bring it down a little, but only if we had a three-year contract.
2 I might consider reducing the price, if you increased your order.
3 I'd be reluctant to agree to a three-year contract, unless you could guarantee a maximum down
time of 24 hours per month.
III ~ 2:25-2:27
Listen and checkyour answers in Exercise7. Then practisesaying each sentence.
N e gotia ting
D
With a partner, practise negotiating an e-tailing package.
Student A: look at the instructions below.
Student B: turn to page 121.
Student A
Harry Petersen's Application Service Provider, Holman Multimedia, has gone out of business,
taking with it Harry's site which was turning over a thousand dollars per day.
Harry needs to hire a new provider. This time he is determined to negotiate a contract which will
protect his business if there are problems. Harry has asked you to negotiate with another supplier,
Easytail. He has given you a list of points to negotiate below.Try to obtain more 'Ideals' than
'Unacceptables'.
Ideal
Acceptable
Unacceptable
Set-up time
< 3 weeks
3 weeks
> 3 weeks
Cost
less than Holman
same as Holman
more than Holman
Payment terms
> 30 days
30 days
< 30 days
Contract
6-12 months
12-18 months
> 18 months
down time
lead time
package
Penalties if site is
offline
> 50% of average
turnover
50% of average
turnover
< 50% of average
turnover
reluctant
tentative
Penalties if
contract is broken
2 months
Glossary
PAGE 155
50% of turnover
for
50% of turnover
1 month
for
< 50% of turnover
for
1 month
l zyxwvutsrqponmlkji
hc zyxwvutsrqponmlkjihgfedcb
Business 2.0
69
5
-
M aking de als
- ,_- __
__
II>
proposal structure
II>
options and contingencies
II>
w riting
-- -
a proposal
5.5 W riting
A proposal
D iscussion
D
D iscuss your views
on mailshots
and spam. M ark your position
on the scale.
They're a w aste of m oney.
They make good business sense. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
....f--f--+ ----'t---+ - ...
M odel
o
1
2
3
4
R ead the proposal
below
and answer
the questions.
What service does the proposal offer?
Which four benefits does it offer?
How much does the service cost?
Why should the customer choose this provider?
Dear Mr Bellows,
As agreed, please find below a proposal for our PZpay
Thank you for taking the time to talk to me by telephone today.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGF
merchant account, which I believe will resolve all YOUI online payment problems.
Yourwebsite currently generates five to ten orders per day. You expect this ro increase steadily with the introduction
of a new range of products. You are looking for a flexible, inexpensive and transparent payment system which will allow
you [0 deal direcclywith your customers and control your cash flow.
We recommend the PZpay Pro small business merchant account, which can process up to 75 orders per day. If your
salesvolume were to expand more quickly than anticipated, you would be able to upgrade to PZpay Corporate with no
additional set-up fee.
PZpay Pro will gain prestige and respect for your e-business, since customers will make their credit card payments
directly on your website. PZpay"is totally rransparenr, giving you total control of your sales, cash-flow and
administration fees. In the unlikely event of a dispute with a customer, you alone would decide whether to refund
your customer's payment. O U f charges are amongst the lowest on the market, meaning that your business will be more
profitable from day one.
We provide everything you need to set up PZpay on your website within 48 hours. Should you however encounter
any difficulties, our help line is available 24 hours a day, seven days a week to assist you.
With more than 1,800 satisfied members in 26 countries, PZpay is the fastest-growing merchant account provider on
will be happy to put you in touch with other PZpay users in your region.
the Web. IzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
The monthly fee for PZpay Pro is JUSt$12, with minimum transaction fees of only $10. You will find full details of
our terms and conditions in the attached quotation.
We look forward to having you as a member: to apply, simply fill our the application form at
http://pzpay.com. If you have further questions, please feel free to call or email me.
Sincerely yours,
Clemmie A Buckton
Inte rne t
re se arc
h
S earch for the keyw ords
how to write direct mail
to find out m ore about
w riting
Ana lysis
D
R ead the proposal again and number these sections in the order they appear in
the proposal.
o Solution: State the options you recommend, and any contingency plans.
o Benefits: Sell your solution by pointing out its advantages for the customer.
m
to sell.
o
o
o
o
o
Introduction: Refer to previous contact with your customer, state the purpose and contents of
the document and summarize the objective of the proposal.
Conclusion: Encourage the customer to take the next step.
Qualifications and references: Justify your ability to do the job.
Process and schedule: Explain procedures, lead time and after-sales service.
Needs/Background: Review the reasons for the proposal and the customer's needs.
Costs: Give a breakdown of the investment, or refer to a separate quotation.
La ngua ge focus
II Y our
small business designs and builds multimedia
websites. In small groups, supply
suitable endings/beginnings for these options and contingencies.
1 If you would like to see similar projects we have managed,
_
2 In the unlikely event that you were less than 100% satisfied with the result,
3 Should you require on-site support,
_
4
, I would be delighted to organize a demonstration on your premises.
PAGE 156
5
, we would provide a replacement while your server was repaired.
G lossary zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
6
, our engineers can reform an upgrade on-site.
cash flow
7
, we require a deposit of 25%.
contingency
_
plan
m ail order
m erchant account
O utput
o
R ead the notes from a sales meeting with a prospect, and write a proposal to supply a new
website. Invent any details as necessary.
set-up fee
Prospe.c.. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
t
Ms NlAsv..-Wii£ilA'fII-s
Go~P{;\1'1.(J
'Poste.r
PlAssio1't' - tv..eljzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
seii. posters ot- pop
sh.Y's) Y'oel( bO-1'tds} spoY'ts} e.tc .. blj 'fII-",ii
odeY' lA1'td vilA tv..e. :I1'tte.r1'te. t. C.1Asto'fll-uS IAn
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
e.Y's.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
'fII-osHlj te.e.1'tIAO
N e.e.ds
C.1Arn1'tt we.bsite wlAS de.si(11'ted b7'\' IAt-rie.1'td
-Ave lje.lArs 1A(10- ve.rlj stlAtic. lA1'td bOri1't1r'
No 'fII-OVe.~1'tt} 1'tO S01A"I'ld. BIASiC.IAHljj1Asf IA
C.lAtlAf0(11AelA1'td pY'ic..e.fist.
SlAfes 1Are. droppi1't(1 - c.o'fll-pe.titors v..lAve.'fII-ore.
i1'tteY'lAC-tive sites. WIA1'tts sO'fll-e.tki1't(1 'fII-0re.
e.XC.iti1't(1 witv.. 'fII-1Asic.}(11Aide.d t01Ar) e+c.,
Pe.rv..lAps OIA'fII-e.sto IAttrlAc.t visitors?
&ive. de.tlAifs ot- v..ow we. worK} re.t-e.re.1'tc.es}
pric.e.s} e+e..
\)e.Y'7'\'c.o1'tC-e.Y''1''.e.dIAbo1At lAt-te.r-slAfe.s e.Xpt'lAi1't v..ow we. s1Apport tv..e.'fII- it- iA1'1.ljtv..i1'tO
(10e.S wro1't(1'
n,,,B us ine s s zyxwvutsrqpon
2.0
71
5
M aking de als
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
-~~------------~----------------------------------------------------------------------------------------~
-
~
planning an incentive trip
~
negotiating
5 .6 C a se study
-
S t John's Be a ch C lub
a package
D iscussion
o
Som e com panies reward their best sales staff with gifts, trips or additional pay, hoping
that such benefits will serve as an incentive to im prove sales.W hat do you think are the
advantages of such sales incentive program s? Are there any disadvantages?
R e a ding
o
1
2
3
4
Readthe m em o and answer the questions.
Who can go on the incentive trip?
Is this the first time the company has organized such a trip?
When and why was the memo sent?
What sort of customers does the St John's Beach Club aim to attract?
Ashton Pharmaceuticals - Memo
To: All sales reps
Re: Incentive trip
Just a quick reminder that our top ten performers will win an all-expenses paid hoLidayfor two in the
sun. As usual, our destination is the Caribbean, and this year we have chosen the St John's Beach Club
if you haven't yet made it into the top ten, and you want to be
in Antigua (see attached brochure). So zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
on the beach this December, there's still time to record really excellent figures in zyxwvutsrqponmlkjihgfedcbaZYXWVUTSR
Q4!
Good luck!
Malcolm Roberts
Sales Director
72
Jj,eBusiness2.o
h
Liste ning for de ta il
Inte nne tzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2:28 Listen to a conversation between Malcolm Roberts and loretta Harding, CEO of
Ashton Pharmaceuticals.Mark these statements T (true) or F (false), and say why.
re s e arc
o~
Search for the keywordszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
em ployee incentive
to find out
more about motivating
employees. Hold a vote
to see which incentives
the class find most
motivating.
program m es
1
2
3
4
5
6
7
The conversation takes place in Malcolm's office.
Malcolm and Loretta are going on the trip.
Charles is probably the Cf'O
Last year's budget was about $26,500.
Malcolm is going to negotiate with the St John's Beach Club.
There will be between 22 and 26 participants.
Malcolm hopes to stay in Antigua for ten nights.
D ~ 2:28
1
2
3
4
5
Listen again and complete these sentences.
Loretta would get to Imow the sales team better if
If they only talked to one travel agent,
Loretta thinks the agents may give a free upgrade if
1f they can negotiate a really good package, Malcolm
They'll stay longer than a week if
_
_
_
_
_
N e gotia ting
,._ eWorkbook
Now watch the video
for this unit.
11 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Divide into travel agents (A) and buyers (B). Eachbuyer negotiates with two different
travel agents to get the best possible deal for Ashton Pharmaceuticals' incentive trip to the St
John's Beach Club. When you have finished negotiations. compare your scoresto see who got
the best deal.
Student A: turn to page 115.
Student B: turn to page 119.
n-zyxwvutsrqponmlkjihgfedcb
Business 2.0
73
6
Co m pany and co m m unity
~
ethical corporations
~
CSRpolicies and
programmes
6.1 About business
C orporate
social responsibility
D iscussion
D
Brainstorm a list of groups of people a company has a responsibility towards. W hat
conflicts of interest are there between the different groups?
S can reading
o
R ead the credo below and identify the four groups of people that Johnson & Johnson
prioritize.
The Johnson & Johnson group manufactures
companies
health care products
in over 200
5 7 countries. Their C redo, first written in 1 9 4 3 , has been a model for
inzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
corporate
social responsibility
(C SR ) potlcles for over 6 0 years.
O ur C redo
We believe our first responsibility is to the doctors, nurses and patients,
to mothers and fathers and all others who use our products and services.
In meeting their needs everything we do must be of high quality.
We must constantly strive to reduce our costs
in order to maintain reasonable prices.
Customers' orders must be serviced promptly and accurately.
Our suppliers and distributors
must have an opportunity
to make a fair profit.
10
We are responsible to our employees,
the men and women who work with us throughout the world.
Everyone must be considered as an individual.
We must respect their dignity and recognize their merit.
They must have a sense of security in their jobs.
Compensation must be fair and adequate,
15
and working conditions
clean, orderly and safe.
We must be mindful of ways to help our employees fulfil
their family responsibilities.
Employees must feel free to make suggestions and complaints.
20
There must be equal opportunity for employment, development
and advancement for those qualified.
We must provide competent management,
and their actions must be just and ethical.
We are responsible
to the communities
in which we live and work
and to the world community as well.
We must be good citizens - support good works and charities
and bear our fair share of taxes.
,
We must encourage civic improvements and better health and education.
25
We must maintain in good order
30
the property we are privileged to use,
protecting the environment and natural resources.
Our final responsibility
is to our stockholders.
Business must make a sound profit.
We must experiment with new ideas.
35
Research must be carried on, innovative programs developed
and mistakes paid for.
New equipment must be purchased, new facilities
40
provided
and new products launched.
Reserves must be created to provide for adverse times.
When we operate according to these principles,
the stockholders should realize a fair return.
74 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
tt, zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
BusinesszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Inte rne t
re s e arc
h
R e a ding a nd discussion
o
Read Johnson & Johnson's
credo again and discuss what is meant by:
1 m aintaining reasonable prices (line 5)
4 just and ethical actions (line 22)
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2 m aking a fair profit (line 8)
5 our fair share of taxes (line 26)
Sterbucks" bean stock
and Starbucks standards
3 fair and adequate com pensation (line 14)
6 a fair return (line 40)
business conduct or CSR
to find out m ore about
the social perform ance
of other com panies.
o Discuss the questions
1
2
3
4
5
6
relating to Johnson & Johnson's
credo opposite.
Which 'good works and charities' (line 25) should multinational companies support?
What kind of 'civic. improvements' (line 27) should the company encourage?
How should the company protect 'the environment and natural resources' (line 3D)?
Are there any points in the credo you disagree with or items you would like to add?
Does a credo really change the way a company operates or is it just good PR?
Do small businesses have the same responsibilities as multinationals?
Liste ning
o~
2:29-2:30 Listen to an interview with Estela Maldonaldo,
who has built a successful chain of ethical beach cafes.
an Argentinian
entrepreneur
Part 1
Listen to Part 1 and decide if the following
2
3
4
Beach
Estela
Beach
Estela
statements
are T (true) orzyxwvutsrqponmlkjihgfedcbaZYXWVUT
F (false).
Hut's cafes are well-known for their fair trade coffee.
believes socially responsible businesses cannot pay shareholders a lot of money.
Hut's founders wanted to demonstrate that big corporations have their priorities wrong.
believes that happy customers make happy employees.
Part 2
Listen to Part 2 and delete one incorrect item in italics from each statement.
1
Beach Hut reduces its carbon footprint by using solar panels / biodegradable packaging /
hybrid vehicles.
2
Working with local businesses means Beach Hut can reduce transport costs / keep prices low /
source quality foods.
3
Beach Hut's altruistic values are directly connected to its low taxes / good im age / healthy
m argins.
4
The company's green image helps them find new custom ers / shareholders / em ployees.
Listen again and complete the summary.
Beach Hut helps to protect Argentina's (1)
by giving staff time off work to
run educational programmes for (2)
. The company's image has been boosted
by winning several (3)
for environmentally friendly businesses; using these
green logos on its (4)
and (5)
reinforces the message. In
this way, Beach Hut has built a (6)
customer-base despite a very
(7)
business environment. Customers value the fact that Beach Hut has a
(8)
strategy of building (9)
businesses, not just looking
for quick profits from a (10)
model.
D iscussion
iii With
a partner, discuss your reactions to these quotes from the interview:
playing opposing roles as 'the capitalist' and 'the altruist'.
take turns
'Are profit and social responsibility really compatible?' Absolutely'
'We've always felt that our employees should come first."
'We work with local businesses as much as possible...
it makes good business sense.'
'Taking care of the environment and the local community is very good PR'
'Our customers are very loyal because they know we share the same values.'
'The short-term model just doesn't work - not for business, and not for
society.'
Glossary
PAGE 156
altruism
biodegradable
credo
hybrid
sustainable
virtuous circle
IIII"Business 2.0
75
6
Co m pany and co m m unity
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.- .....
,-.-..~-:!~:-~~:'":o:-
..
m eetings expressions
..
adjectives for talking
..
I
6 .2 V oca bula ry
about ethics
M e e tings
CSRcollocations
D
-
l"
-
-
. --
.-~
~ ~
'Mee~ing5~ethiciillbehavioura ndrsoC ia l 'pe rform a nce
~
M atch up the beginnings of phrases you m ight use in a m eeting 1-12 with the
endings a-I.
1
2
3
4
5
6
I have received two---Has everybody received
If we can't agree, I think we should take
It's getting late, so I propose we close
I think this would be a good time to break
We have lots to discuss, so let's stick to
a)
b)
c)
d)
e)
7
8
9
10
11
12
It's five past nine, so I'd better open
Can we start by approving
We seem to have reached
That's interesting, but I think we're getting
I'll just give out this
Before we finish, we need to deal with
g) side-tracked.
h) any other business.
i) handout.
j) the meeting.
k) a unanimous decision.
1) the minutes of the last meeting?
o W hich phraseswould
a copy of the agenda?
the meeting,
apologies for absence,
the agenda,
a vote.
f) for lunch.
you probably use:
1 at the beginning of a meeting?
2
at the end of a meeting?
Adje ctive s
D
M atch the adjectives in bold in the article with the definitions below. as in the exam ple.
E LAS T IC
E T H IC S
It zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
was Groucho Marx who said that if people
didn't like his principles, he had others.
And unfortunately, business people and companies are not
always as reliable or as trustworthy as we would like. Product
descriptions are frequently not as accurate as they could be, for
example when listing ingredients used in foodstuffs. Service is
not always as prompt as we expect, even in so-called fast-food
restaurants. But it is perhaps in the world of advertising where
ethical standards seem to be the most elastic. Advertisements
are frequently deceptive and often confusing or deliberately
misleading, sometimes making extravagant promises. No doubt
advertisers are neither more dishonest nor any less altruistic
than the rest of us; they do not often make obviously false
claims. It's just that, like Groucho, they sometimes seem a little
too economical with the truth.
1
2
3
4
5
6
7
8
9
10
immediate or quick
willing to do things which are not honest
intended to make someone believe something that is not true
appearing different from the way it really is
able to be trusted as honest
dependable
complicated, not easy to understand
not true
having a selfless concern for others' well-being
correct or true in every detail
7 6 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
jf,e Business 2.0
prom pt
r
I
C olloca tions
a Finish these extracts from a guide to corporate social responsibility by completing each
one with verbs from the box that collocate with the words in bold.
contribute
identify with
think
supporting
PRO-ACTIVE SOCIAL PERFORMANCE
For most companies, rather than (1)
a different charity each year on an
ad hoc basis, it is preferable to (2)
long-term.
It can be very valuable
for a company to (3)
_____
funds regularly.
an issue which is related to its business, and to (4)
obey
uphold
recognizing
respecting
ON-GOING SOCIAL PERFORMANCE
Obviously a fundamental
(5)
of HR management
is that companies should always
the law. But above and beyond that requirement,
duty to (6)
standards
(7)
human dignity when there are problems, and (8)
- .-- -------_
when staff perform especially well.
-----Inte~et
re se arc
merit
_-------------
........,..-_....- .......
...........
acknowledge
they have a moral
of common decency. This means for example
compensate
limit
negotiate
h zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
DAMAGE LIMITATION
Search for the keywordszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
The company's first duty in the case of an accident is to (9)
the impact of
ethical and unethical
_
business practices to
the problem on its staff and on the community. It is then essential to (10)
find out about the
the problem: nothing less than total transparency will do. After the crisis has passed,
kind of ethical issues
management should allow sufficient time to (11)
a settlement which will
many businesses face
(12)
the
victims
properly.
satisfy
all
parties
and
and the different ways
of dealing with them.
List the most important
ones.
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o
Work in pairs or small groups. If a company wants to be ethical and demonstrate corporate
social responsibility, what specific practices and policies do you suggest this could involve in
the following departments and areasof the business?
Glossary
PAGE 156
damage limitation
extravagant
misleading
settlement
R&D
Production and Quality
Marketing and Sales
HR
Purchasing
Finance
Draw up a list of guidelines and present them to the class.
{h,.BusineSS2.1}
77
6
Co m pany and c o m m unity
II>
passive structures
II>
reported
speech
Re fre sh y o ur
m e m o ry
The passive
be + past participle
it does
~
it is doing ~
it did
~
it is done
it is being
done
it w as
done, etc.
used when the person
who does the action is
obvious or unknown
... G ram m ar and practice page 132
Reported speech
I've finished!
H e said he had finished.
direct
present
past
~ reported
~ past
~ past / past
perfect
present
perfect
~
past perfect
w ill
~
w ould
when you report what
someone said, move
the original tense back
in time
II>
G ram m ar and practice page133
T he pa ssive zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D
In sm all groups, role-playa m eeting betw een angry stakeholders and a com pany
spokesperson. Take turns to be the spokesperson.
Stakeholders: using the notes provided, remind the spokesperson of all the allegations about
the company's lack of social responsibility. Use active verbs to specify who is responsible and
give your accusations more impact.
1 Town's water-supply deliberately polluted.
Your factory deliberately pollutes our town's water-supply!
2
3
4
5
6
7
8
9
10
Toxic products manufactured, risk to workers' health.
Salary increases promised, but still not paid.
Redundancies anticipated, plans for compensation?
Local suppliers paid very late, sometimes never paid.
Enormous salaries paid to managers, but no investment in local community.
Child labour used by suppliers.
Local company taxes not paid.
Pension fund used to buy Chinese competitor, nothing left to pay future retirees.
Factory could be relocated to Eastern Europe to cut costs.
Spokesperson: using the notes provided, acknowledge what is true in the allegations, but
avoid taking responsibility. Use the passive to avoid saying Who is responsible.
1 The factory's activity does affect the water-supply,but R&D is developing solutions.
Unfortunately it's true that the water-supply is sometimes
being developed.
2
3
4
5
6
7
8
9
10
affected, but solutions are now
We do manufacture some restricted products, but we respect all government safety
procedures.
The HR manager did discuss salary increases, but the CEO has not confirmed them yet.
We will have to make some redundancies, but we will compensate workers who lose their
jobs.
We have occasionally delayed payments, but we have always paid our suppliers.
We have to offer top salaries to keep the best managers, they invest a lot of money in the
local economy.
Our suppliers employ young adults, but they have not employed children since 2010.
We paid most of last year's tax bill, and the mayor has agreed to postpone payment of the
rest.
We did buy a Chinese company last year, but the Board plan to sell it again soon at a
profit.
We are discussing a possible relocation, but we won't take a decision until next year.
R e porte d spe e ch zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o
W ith your books closed, try to rem em ber as m uch as possible of w hat the
spokesperson said. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
He/She said that the water-supply was sometimes affected, but that solutions were being
developed.
78
T l« Bustness 2.0
D
Inte rne t
re s e arc h
Read the three extracts from newspaper reports. Then say who made the 12 statements
below and explain how you know this. W hat phrases helped you?
Read the business pages
of an online newspaper
CEO KLAAS ROOS announced an
end to manufacturing in Europe,
informing shareholders that labour
costs could not be justified, and
explaining that Asian textile imports
could no longer be matched for price.
to find interesting
com m ents and quotes
from people and
com panies in the news.
Tell a partner what was
said.
Speaking to our reporter on the spot, M s
Gronko explained that all villagers forced to
leave their hom es by the new road would be
com pensated. Asked to what level, she replied
that she was unable to give a figure, but added
that discussions were being held with local
representatives.
Journalists are reported to have been refused entry to Plazachem's Tashkent plant after
leakages of toxic chemicals were described by workers. Employees claimed that health and
safety regulations had not been applied for the last five years, and that several fatal accidents
had occurred. Plazachem management declined to comment. Asked how the company
intended to compensate the victims of the accident, Mr Sanchez answered that no decision
had yet been reached. Emphasizing the complexity of the legal situation, he suggested
negotiations may be protracted.
1
2
3
4
S
6
'It's just too expensive.'
'It's dangerous: people have died.'
'We're still talking.'
'It could take years.'
'I don't know.'
'It's really not simple.'
7
8
9
10
11
12
'It's too early to say.'
'They will be paid.'
'We are closing down.'
'Your request has been denied.'
'We can't compete.'
'I'm afraid he's unavailable.'
Listening and reporting
EI ~
2:31-2:36 A manufacturing plant
in Kassra. a small city in Libya. has just
made 500 people redundant. Listen to
six extracts from a conversation between
Geoffrey Bullard. the Plant M anager, and
Leila Belabed, a member of the mayor's
staff. For each extract, decide how Leila
reported to the mayor. using appropriate
verbs. as in the example.
1 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
J com plained that 500 people had
been m ade redundant and J rem inded
M r B ullard that he had prom ised to
create jobs for our city.
D Explain these formal announcements
to a foreign visitor in inform al language.
1 Protective glasses must be worn beyond
this point.
Y ou have to w ear special protective
glasses from this point onw ards.
2
3
4
S
Glossary
PAGE 156
6
leakage
protracted
stakeholder
Visitors are requested to use the stairs
while the lift is under repair.
Customers are advised that no refunds
will be made without a receipt.
Deposits will only be refunded after the
return of all equipment to reception.
All meetings are transferred to the
training centre during redecoration of
the conference room.
Only expenses which have been
approved by a manager will be
reimbursed.
zyxwvutsrqponmlkjihgfe
zyxwvutsrqponmlkjihgfedcba
79
I h. B U S llle ss 2.0
6 Co m pany and co m m unity
~
expressions for meetings
~
disagreeing tactfully
~
roleplaying meetings
6 .4 S pe a king
M e e tings - te a m work
D iscussion
D
Discuss how acceptable you find the following
gifts from a seller to a corporate
buyer.
a case of champagne
a corporate pen
a free sample of the product
a free weekend 'seminar' on a yacht
cash
employing a relative
lunch in a good restaurant
Liste ning
o~
2:37 Listen to an extract from a management
meeting about an ethical problem
and answer the questions.
1 What did Mr Vieri do wrong?
2 What is the purpose of the discussion?
3 What do Stan and Jon disagree about?
4 What does Anna decide?
D ~
2:37 With a partner, find suitable words to complete the useful expressions for
meetings in the checklist. Then listen again and check your answers.
U se ful e xpre ssions: M a na ging
Asking for clarification
Asking for opinions
What's your
7
Would you
Sorry, I don't see what you
7
Do you have any
on ...7
Persuading
____
Inmy
Wouldn't you
Don't you
to think that ...
~
It
to me that
I
strongly that
TheBusiness
2.0
that ...7
Managing the discussion
Do we all
but ...
in here?
on that, then?
The next
on the agenda is ...
Can we
to the agenda?
Perhaps we should
for coffee.
Could we
~
that ...7
.
Interrupting
Could I just
...7
.
I see your
but ...
I agree up to a
but ...
I'm
I can't agree.
Sorry to
_
So are you
that ...7
When you say ... , do you
Giving an opinion
Disagreeing tactfully
80
m e e tings
back to this later7
Inte rne t
re s e arc
h
D
With a partner, hold short meetings on the four issues below. Follow the structure
provided. Take turns being A and B.
1 A vodka manufacturer offers to sponsor your end-of-year party. Do you accept?
What are the essentials
2 One of your suppliers uses child labour in Vietnam. What should you do?
of a successful meeting?
3 Advertisements for your product show only slim, beautiful people. Is that OK?
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
4
g o ld e n ru le s o f
m e e tin g s
Ethnic minorities and the disabled are under-represented in your firm. What can you do?
to find out.
Student B
Student A
Givean opinion.
Ask 8'sopinion.
he
eWorkbook
I(ow watch the video
for this unit.
Interrupt.
Persuade.
Glossary
-:
---i.....
-:
---i.....
--_,.....
Disagree.
Ask for clarification.
Managethe discussion.
PAGE 156
civil servant
disabled
ethnic minority
misconduct
II
Work in small groups. Hold a management meeting to decide what to do in the following
casesof employee misconduct in your company. For each case,discussthe following.
what action to take
what corporate policy to adopt (if any)
how you will implement your decisions
C a se 1
C a se 2
Case 3
Mike Ho,a buyer in your
Marieta Myska, a sales
Joseph Fisher, a project
purchasing department, accepted
manager,obtained confidential
manager,used company
cash from suppliers. In return, he
information about government
resources and equipment to run
ordered extra stock at higher than
contracts by having a relationship
a club for disabled children at
average prices.
with a civil servant.
weekends.
Tbe Business
2.0
81
l
6
-
-_-_"-"
Co m pany and co m m unity
---L
~
-
.... the structure of reports
and minutes
.... linking words and
expressions
6 .5 W riting
-
-
-
~
R e ports a nd minute s
D iscussion
D
Why should companies invest time and money in community projects?
.... writing minutes
M ode l
o Mirratec Industries, a subsidiary of a multinational
manufacturer of compressorsfor
refrigerators and air-conditioning units, has a plant in the small Polish town of Bychawa.
Read the report which Mirratec sent to Head Office, and the minutes of a management
committee meeting at Head Office, and answer the questions.
1 What are the arguments for and against involvement in the community centre project?
2 What did a) Head Office and b) Mirratec decide?
8ychawa C ommunity C entre project
Earlier this year Mirratec was asked to invest in a project to
build a Community Centre in 8ychawa. As a rule, group policy
is to give encouragement but only limited financial support to
such community projects. However,in this case it was thought
that the benefits to the company's imagejustified more active
and extensive support, in particular after the recent difficult
negotiations with the local authorities over the access road
to the new workshop. Moreover,it was felt that employee
involvement in the project would bring substantial benefits
in terms of motivation and job satisfaction. It is therefore
recommendedthat the company should contribute 50% of the
funding; in addition, selected employees should manage key
areas of the project during work time, such as design, fundraising and construction.
Naturally,the project will require a high level of commitment
from our staff in order to complete all stages on time, and it is
hoped that department managers will be able to reduce staff
workloads for the duration of the project.
In conclusion, it is believed that the community and the
company will derive numerous benefits from the project and that
overall, the company's image within the community will be greatly
improved. It is expected that an ongoing close relationship with
the community will have a positive effect on two strategic areas
of our development, namely expansion of our manufacturing
facilities and recruitment of our workforce locally.
M inutes of the M anagem ent C om m ittee m eeting, 15 A pril
Attendees: Jan Navratil, MD; Ines Caba, Production; Christopher Taberley, Finance zyxwvutsrqponmlkjihgfedcbaZYXWVU
l. Bychawa Community Centre. IN reported that the plan had been favourably received at head office.
Even so, there were concerns about the size of the investment and the project's impact on productivity.
But he stressed that group management were aware of the need for good relations with local
conununities, and would support Mirratec's decision. Consequently, IN felt that they should go ahead.
IC agreed that it was important to improve public relations, but emphasised the risks involved for
production, for example, absenteeism and quality issues. She claimed that the project could become an
excuse to take time off work, especially during the construction phase in the summer,
CT reminded the meeting that only a sm all number of employees would be concerned. Obviously
department managers would organize cover for any absences. In other words, production should not
be affected. Furthermore, managers of other departments were very happy with the project on the
whole. In brief, he suggested that the benefits in developing team spirit were clearly far greater than
any potential risk to productivity. Finally,it was agreed that the project should be approved.
82
TheBusiness
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
A na lysis
In te rn e tzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
re se arc h
D Read the
quotes below and answer the questions:
1 'It was thought that the benefits to the company's image justified more active and extensive
Search for the keywordszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
email ethics and make
support.' Identify five more impersonal reporting structures in the report in Exercise 2.
notes about ethical
practice in electronic
wmmunication.
Write
a short report on your
findings, using some of
the linking words you
studied in this module.
2
3
'IN reported that the plan had been favourably received at Head Office.' Identify seven more
reporting verbs in the minutes in Exercise 2.
Why are impersonal reporting structures used in the report, whereas active reporting verbs are
preferred in the minutes?
La ngua ge
focus
D Read the report and the minutes again. Underline the linking words and complete the
table.
Function
Linking words
Addition
besides,mo
Conclusion
lastly, in c
Consequence
so, therefore, c
Contrast
but, h
Equivalence
that is to say,n
,in
Example
for instance,s
as,f
Generalization
in most cases,as a
Highlighting
mainly, chiefly, in p
Stating the obvious
of course, n
Summary
to sum up, 0
o Replace the inappropriate
, fur
, in ad
,f
,e
w
0
e
,on the w
, es
,ob
, cl
, in b
linking words in bold with a better choice from Exercise 4.
Josiah Wedgwood was a pioneer in social responsibility, building a village for his
workforce in 1769. For instance, his products combined technology with classical
culture. More than a century later, George Cadbury developed social housing for
his chocolate factory workers. As a rule, Cadbury's® became one of Britain's most
respected companies. Both men were pioneers of corporate social responsibility.
Overall, they were also accused of paternalism.
Today, sustainable development policies aim
to manage the effects of business on
employees, the community, and, on the whole,
on the environment. Multinationals like Shell
are focusing on the idea of being good neighbours,
naturally, by consulting local stakeholders before
beginning new projects which may affect them.
€Iossary
PAGE 156
~ive
eenfield site
.r.ernalism
.ositivediscrimination
O utputzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
III ~ zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.38 Listen to a later extract from the Mirratec Management Committee meeting as
they move on to discuss the issue of diversity in Mirratec's workforce. Take notes. Then, with a
partner, write a short summary of the discussion and decisions made. Use the minutes format
on the opposite page.
7IJt'Business 2.0
83
6
Com pany and com m unity
..
discussingcorporate
image
..
roleplaying a decisionmaking meeting
..
writing a report on a
meeting
6.6 Case study
Phoenix
D iscussion
D Would
you like to have a recycling centre near your home? Why (not)?
Reading
o Read the .Internet
page about Phoenix and answer the questions.
1 W hat kind of corporate im age does the com pany try to project?
2 W hat do you im agine working at Phoenix is like?
I
Every year almost a million of Australia's ten million cars reach the end of their
• Home
• Spare parts
useful lives. Phoenix provides a valuable community service by recycling over
75% of each vehicle.
Phoenix's mission is to protect and preserve Australia's unique ecology. We
• Recycling
• Jobs with Phoenix
take special care to ensure that hazardous materials and toxic substances are
processed safely and securely with minimum risk to the environment or the
population.
• About us
At all our recycling centres across Australia, we believe in being good neighbours.
We believe it is our duty to treat customers, employees and suppliers fairly, to
• Contact
respect the local environment and to be involved in community causes.
Internet zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
re se arc h
R oleplay preparation
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Divide into three groups: IPort Katherine Planning Department,
Port Katherine
Residents' Association, and Phoenix. Use the Exercisesopposite (3, 4 and 5) to gather
information for your group, in preparation for a public meeting (Exercise 6) to discuss
the risks zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
the
choice of site for a new recycling centre in Port Katherine. You will need to make
in this
a presentation at the meeting summarizing your views, stating which site you prefer
and why, and explaining why the other sites are not appropriate. You should also be
prepared to ask the other groups questions, and argue against their proposals
if they conflict with your interests.
automobile recycling
contamination to find
out more about
and perspectives
industry.
r
Liste ning
o~
2:39 listen to part of a meeting
at Phoenix's head office in Sydney and
answer the questions.
1 Why is Port Katherine a good choice
for Phoenix's new site? Give four
reasons.
2 What are the pros and cons of sites
A, Band C from your group's point of
view?
3 What do you think 'Operation Charm
and Diplomacy' is?
I
PORT KATHERINE zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
A
State Highway
N
t
--School
R e a ding a nd discussion
Hospital
D In your groups, prepare for the
I
public meeting by reading a message
and answering some questions.
_-
Town Square
_-
Group A - Port Katherine Planning
Department: turn to page 116.
Group B - Port Katherine Residents'
Association: turn to page 118.
Group C - Phoenix: turn to page 12l.
Bus Station
Harbour
Park
/
B
~
,.,o<tJ
BusinesszyxwvutsrqponmlkjihgfedcbaZYXW
l
Park
~
o
Readthe agenda. Then, in your
groups, prepare your presentation and
strategy for the public meeting.
R ole pla y
III Roleplay the
public meeting using
the agenda above.
Agenda
W riting
o Write a short report on the meeting.
Port Katherine Planning Department:
write to Duncan Gillespie at the Lord
Mayor's Office.
Port Katherine Residents' Association:
write to vour members.
Phoenix; write to your head office in
Sydney.
1 Welcome and introductions
2 Opening presentations
• Phoenix
• Port Katherine Planning Department
• Port Katherine Residents' Association
3 Questions and discussion of the three
possible sites
4 Summary and conclusion
IGlossary
hazardous
resident
resistance
PAGE 156
R e vie wM a king
5
de a ls
I
D
C om plete these paragraphs about e-tailing using the
w ords in the box.
2
3
approach brow sers databank expectation
eyeballs m erchandising purchase searchads
w ebsite w eb chats
,.
I
4
If you tell a retailer you want to buy something from
them, you
an
_
If you finally get agreement after both sides had
different starting points, you
a
_
If you automatically have the right to a lower price, for
example because of the quantity you are ordering, then
you
a
_
A Most visitors to a (1)
don't actually buy
anything, so simply having lots of (2) '
_
doesn't mean there will be lots of sales. In fact, if the site
attracts visitors through paid (3)
on Google
or Yahoo!®, then bringing them actually costs money.
B Customer service reps answer customer questions via
on the site. When a customer engages
live (4)
_
in live chat with a sales rep, the average (5)
doubles in value.
C But instead of real customer service reps, many smaller
e-tailers use animated characters that draw on a
(6)
of answers to commonly asked questions.
E-tailers hope that the animated characters will turn
(7)
into buyers.
D When someone is shopping at home, they have an
(8)
of privacy. Ted Martin, senior vicepresident for (9)
and operations at Overstock.
com, said: 'We're taking the conservative (10)
_
right now, we don't want to be intrusive.'
III Look at the seven options below . C rossout the three
that can never be used.
o C om plete this sentence about e-tailing using these
Supplier:
w ords: consent, privacy, tracking, violation.
Research shows that most online shoppers consider
(1)
their navigation of a site without their
(2)
to be a (3)
of their (4)
If we increase; increased; will increase; would increase
our order, do you give; will you give; would you give us a
discount?
o W hich version of the sentence in Exercise6 is
appropriate if you w ant to show you are unsure about
increasing your order (it's just a possibility)? W rite the
w hole sentence.
m
W hich version of the sentence in Exercise6 is the
m ost com m on - you are just asking a sim ple question?
III C om plete the
bargaining phrases in this dialogue
using the pairs of w ords in the box.
providing + agree if + increased unless+ guaranteed
Customer:
_
Supplier:
D
In each set of four below , m atch a verb on the left
w ith a noun on the right to m ake collocations about an
e-tail transaction.
1 look up
2 pay
3 place
4 click
5
6
7
8
browse
debit
send back
ship
a)
b)
c)
d)
on a link to get to the seller's site
the product you want in a cart
a product on a search engine
by credit card
e) the customer's credit card
f) the product from the warehouse
g) the site to find any interesting products
h) a faulty product under guarantee
&Ill
1
2
3
4
5
I might consider reducing the price
(1)
you
your order.
It would be difficult for me to increase my
you
the price
order, (2)
for two years.
I might be able to guarantee the price,
(3)
you
to a five-year
contract.
C hoosethe correct option.
What do you recommend to me ; recommend me?
What do you advise to do ; advise me to do?
I suggest you; suggest ordering 500 pieces initially, and
then perhaps more later.
I advise that you; advise you to order 500 pieces
initially.
I suggested him; suggested to him that he should order
500 pieces initially.
m C om plete the extracts from a businessproposal using
D zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
The collocations below are useful in negotiating.
C rossout the one verb in each group that does not
collocate w ith the noun,
1
2
3
4
fill; offer; place; take an order
ask for; be entitled to ; find; offer a discount
discuss; go over; put on ; sort out the details
make; put forward; put back; reject a proposal
5 extend; meet; miss; take a deadline
6 look for; meet; seek; reach a compromise
D
C om plete each sentence w ith a collocation from
Exercise4.
1
I
j
86
If you fail to do something by the agreed time, you
_______
the
_
the w ords in the box.
agreed available below
charges low est
replacem ent require should unlikely w ish
1 As
, please find
a proposal to
install a series of photocopiers.
2
you require on-site support, our engineers are
____
seven days a week.
3 In the
event of a breakdown, we would
provide a
_
4 Our
are amongst the
on the market.
5 If you
to place an order, we
a
deposit of 25%.
Tile zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Review 6
I
C om pa ny a nd com m unity
D
T he com pa ny
should
apology for absence
•
•
•
recognize employees' merit.
give fair and adequate compensation.
provide clean and safe working conditions.
break for coffee
come back to this
have any views
•
provide new equipment and new facilities.
introduce the first item
see your point
•
•
•
carryon research and develop innovation.
encourage civic improvements.
support good works and charities.
stick to the agenda
unanimous decision
take a vote
wouldn't you agree
•
•
protect the environment and natural resources.
avoid exploiting developing countries.
•
build a sustainable business.
And e m ploye e s
•
ne e d to
have a sense of security in their job.
•
have equal opportunity for jobs and development.
•
•
feel free to make suggestions and complaints.
feel they can align themselveswith the company's goals.
Read the corporate
above. Complete
the declaration.
social responsibility
declaration
1-10 with words from
the definitions
the profit that a company makes for its investors
3
4
5
6
ld
er
7
8
9
10
o
money paid because someone is injured or has lost
their job
_
rooms and equipment that are provided for a particular
purpose
_
organizations that give help to people who need it
B eginning
Good morning, ladies and gentlemen. Is everyone here?
I have received just one (1)
from Celia. OK, I
think we can begin. Let's start by (2) __
of the last
meeting. Any comments? They're quite straightforward,
I think Good. Now, there is a lot to discuss today, so
let's try to (3) __
. OK, who is going to (4) __
?
M iddle
That's interesting, but I think we're (5)
. Could we
(6)
later? OK. Now, Antonio, we haven't heard
from you. Do you (7)
on this issue? ...
Thank you, Antonio, I (8)
, but you have to
consider the impact on our budget. (9)
that there
will be substantial costs if we do as you suggest? .. ,
OK, there seems to be a consensus, so we don't need to
(10) __
. This would be a good time to (11) __
'zyxwvutsrqp
End
Good, I think we've reached a (12)
on this,
Before we finish we need to deal with (13)
'
Does anyone have any other issue that we haven't
discussed? OK, I think we can (14)
'
II Put
each verb in brackets
into the correct form, active
the land, water and air that people live in
_
or passive. The first two are present simple and the last
four are past simple,
treating someone unfairly in order to get a benefit for
yourself
_
'The company (1)
(try) to limit its impact on
capable of continuing for a long time
_
the environment, but sometimes mistakes (2)
_
a situation in which people zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
have the same chances as
(make). It is true that some radioactive waste (3)
_
everyone else
_
(lose) in transit last week, However, I am pleased to report
things you say or write when you are not happy
_
that we (4)
(take) action immediately. The driver
agree with and support publicly (
yourself
of the truck (5}
(find), and we (6}
_
with):
_
(dismiss) him after completing our enquiries, Press reports
that he had been drinking are completely exaggerated.'
Complete the sentences about ethical behaviour
using the phrases a-h.
o
The company should ...
1 acknowledge any problem _'
2 act with integrity _'
3 compensate victims _'
4 limit the impact of _.
5 negotiate settlements _.
6 obey the law or _'
7 recognize merit when _'
8 uphold standards of _'
meaning.
a)
b)
c)
d)
at various
approving the minutes
close the meeting
getting side-tracked
n
2
of a chairperson
Use the phrases in the box.
any other business
•
D
the remarks
enhance shareholder value.
r
a
Complete
stages of a meeting.
common decency
any problem
that exists
which satisfy everyone
e)
I)
g)
h)
Find pairs of linking
with
the same
as a rule
finally
in conclusion
clearly
in addition
in other words
consequently
in particular
moreover
especially
in brief
obviously
on the whole
that is to say
therefore
to sum up
o W hich
for any damage caused
staff perform well
towards employees
face a lawsuit or fine
words/phrases
two
words/phrases
from
Exercise 5 would
you
use to:
1
2
3
add a second point to support your argument?
highlight one fact or point?
_
make a generalization?
_
_
i zyxwvutsrqponmlkjihgfedc
i" Business 2,0
87
7
M e rg e rs and ac quisitio ns
~ the risksof M&A
7 .1 About busine ss
~ pros and consof taking
over a business
R isks a nd opportunitie s
in M &A
D iscussion
D In financial
Inte rne t
re se arc
h
Search for the keywords
surviving a m erger to
read about people
who have experienced
takeovers and the
advice they give.
terms, what are the
benefits and risks when two people
decide to get married? Think about
living costs, purchasing power,
employment, tax, investment,
entertainment, etc.
How do you think the situation
is similar or different when two
companies merge?
S kim re a ding
o Readthe article opposite and answer the questions.
1
2
3
4
Who are the students and why do they want M&A classes?
What lessons do they learn?
What are good reasons for mergers and acquisitions?
What are the wrong reasons?
R e a ding for de ta il
o Readthe article again. With a partner, discusswhy these statements are T (true) orzyxwvutsrqp
F (false).
1
2
3
4
5
6
Every year over 500 mergers and acquisitions in the US fail to deliver increased value.
American executives are keen to get a share in multi-billion dollar takeovers.
Executives wishing to attend M&A courses have to have an MBA.
Experienced managers tell attendees about typical mistakes they have made.
Because of the risks, business school professors do not recommend mergers.
Shareholders can often only judge the success of their CEO's acquisitions policy several
years after a takeover.
7 Austin says that empire-building, diversification and increasing debt are the wrong reasons
for a merger.
S According to Austin, many CEOs embark on mergers and acquisitions for irrational,
emotional reasons.
Liste ning for gist
D ~ 2:40 Listen to an interview with Bernard Degoulange, an M&A specialist at Banque
de Reims,who talks about choosing targets for acquisition. What are the five Gs?
Liste ning for de ta il
o ~2:40
Listen again and answer the questions.
1 According to Bernard Degoulange, what is the best reason for a merger?
2 Explain how he uses the example of champagne and whisky to show why external growth
is necessary.
3 Explain each of the points summarized by the five Gs.
4 What opportunity does a merger offer the competition, and why is it possible?
5 Why is a merger a traumatic period according to Bernard Degoulange?
6 How does he say companies should help people get through this trauma?
Glossary
PAGE 156
due diligence
gene
homogenize
open enrolment
prestigious
susceptible
takeover bid
turmoil
D iscussion
I'JzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
You are the owners of Bradburgers, a hamburger restaurant in your town. With
your
five employees, you have established a reputation for fast, good quality food, and the
business is making a good profit. One of your competitors in the next street is Kadri's
Kebabs, which sells takeaways and delivers kebabs to homes and offices. There are 15
employees. Kadri and his two brothers are excellent cooks, but poor managers; their kebab
house is losing money, and is up for sale. What are the pros and cons of taking over the
business?Think about the five Gs in particular.
88 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
ne Business 2.0
Lessons in
A
SOME 1,500 TO 2,000 mergers and acquisitions are
bought. In the turmoil of integration, your best engineers
completed per year worldwide, of which around half are
30 and managers
may be more susceptible to attractive offers
in the US. With deals worth astronomical sums, ($25bn
from the competition.
for HP® Compaq, $35bn for Daimler-Chrysler, and $77bn
There is no doubt that M&Ais a risky business. With
a 70% plus failure-rate, you might think that B-school
5 for Exxon-Mobil.) it comes as no surprise that
American
professors would do well to discourage their students
executives are queuing up to go back to school for M&A
35 from launching takeover bids. But you'd be wrong.
classes. And although it's true that improving earnings
Austin describes some of the other (good) reasons for
and asset growth are not the only goals in takeovers,
mergers and acquisitions: 'I suppose the most popular
the fact that many mergers result in a net loss of value
'0 suggests
that schooling is sorely needed!
reasons mentioned in CEOs' messages to shareholders are
Every year hundreds of executives attend M&A courses
developing synergies and making economies of scale 40 these
are sometimes conveniently long-term goals! Other
at prestigious institutions from New York to L.A. In these
objectives may be increasing market share; cross-selling,
'open enrolment' classes, the only condition of attendance
when for example a bank can sell insurance to its existing
is your, or rather your company's, ability to pay the
clients; diversification, if a company is perceived to be
15 fees: as much as $1,000
per day. At least that seems to
too dependent on a niche market; or quite simply takingzyxwvutsrqponm
demonstrate that the B-schools know something about
45 on debt,
the so-called poison pill, in order to make itself
improving earnings!
a less attractive target for would-be buyers:
So what do you learn in a week with America's top
The bankers, brokers and lawyers will be pleased to
finance professors? 'We aim to equip participants with
20 techniques
based on best practice in the key areas of
know there are still many good reasons to merge. But
merger activity performance; says Ted Austin from the
what about the wrong reasons? 'They mainly involve
Delaney School of Business. 'WezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
cover all aspects of the
50 excessive pride or arrogance
on the part of management;
conception, planning, due diligence, negotiation and
says Austin. 'Wanting to build too big an empire, too
integration stages: Austin also draws on case studies and
quickly, and overextending the financial, commercial and
25 guest speakers
to illustrate some of the most common
human capacity of the organization. These courses aim
acquirer errors: over-valuation, over-confidence, 'underto help executives bring their CEOs back down to earth:
communicating', and underestimating the value of your
55 learning
to follow your head rather than your heart is the
newest assets - the people in the company you've just
key lesson in avoiding very expensive mistakes:
'A risky busine ss
w ith
a 7 0 % plus fa ilure -ra te .'
TlJt'B usiness zyxwvutsrqponmlk
2.0
89
7 Mergers and acquisitions
... financial
information
7.2 Vocabulary
... describing charts and
Discussion
graphs
... describing results and
D Match these newspaper headlines with
the extracts they belong to. Decide why the
headlines are good or bad news.
consequences
I.
-------- - . - -_'.::.:-J ~~'--------~--~~~--J
J
e Air New Zealand in the.bla_:J
o
After a series of expensive transfer deals the
club has failed to meet financial goals.
go under
Titanic Enterpris.s
The music firm was a hit with investors
as record revenues matched expenses.
o::oII,*",
e
o
,...__.
~
~DS
-
._... ........
CDVE~
____
e"'""'"
:~s~~J
-
_oM.
South American shareholders were
optimistic as the news filtered through
of a probably return to profitability.
~~--
LIVERPOOL F.C. IN THE RED
...._.".
..
I
J
......,.__
The futurology specialists will report a miraculous
return on investment at tomorrow's AGM.
--------.-~~.~----------------~-----~~
G BRIZAL COFFEE BREAK EVEN
.----- .....
---
--.-~
I0
e
Profitability rose as sales of flights toJ
rugby internationals took off.
."....
o
..,..
'~~--~...
..
As the company's stock sank to rock-bottom,
chairman Leonard Caprio described it as 'only
the tip of the iceberg'.
-.-----_.,----_-.J
Giving financial information
o Readsentences 1-6 and a-f from a financial report. Mark each sentence to show
whether the words in bold indicate an increase 71,a decrease ~ or stability 7. Which
phrase means something else?
1
2
3
4
S
6
Last year our billings rose by 90%.
Variable costs are falling.
We expect fixed costs to stabilize.
In 200 lour stock slid to a record low.
Production costs fluctuate over the year.
Liabilities reach a high when business is
slow in August.
a)
b)
c)
d)
e)
OUf overheads should level off.
OUf shares slumped during the crash.
Our turnover almost doubled.
Cost of sales varies from month to month.
OUf debt peaks at the end of summer.
f) Our operating costs are dropping.
D Match each sentence 1-6 with a sentence a-f with a similar meaning.
D Choosethe correct label, a or b, for each graph below.
,------~----------------------------------------------,
o
a) Salesincreasedby S3M.
b) Salesincreasedto S3M.
90
n- Business 2.0
e
a) Therewas a decreaseof 10%.
I b) Therewas a decreaseto 10%.
e
a) Prices fell by €15.
b) Prices fell to €15.
o
a) Therewas a rise of 30%.
b) Therewas a rise from 30%.
Inte m e t
re se arc h
o Match
the causes 1-8 with
the effects
a-h in each set of four
below.
There was a considerable improvement
a) as a result, debt will grow slightly.
in
the
company's
image
b) the company enjoyed moderate growth.
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2 We plan to acquire new technology;
c) a sudden surge in redundancies.
tsulls and bears to find
3 As a result of its strategic alliances,
d) thanks to a joint venture with a prestigious
out about two types of
4 A wave of corporate raids resulted in
American corporation.
stock market investors .
.vhat other 'animals'
can you find on the
stock markets?
1
5
6
7
8
After the merger, our profitability will
improve significantly
Due to lower labour costs,
They saw a slight increase in sales
Share prices often go up sharply
e) profits will shoot up dramatically.
f) as a consequence of their diversification
into new markets.
g) because of rumours of hostile takeovers.
h) as a result of economies of scale.
IJ The
phrases in bold in Exercise 4 describe
smallest (1) to largest (4).
from
different
degrees of change. Put them
3
2
in order
4
g ro w s lig h tly
Verb + adverb
Adjective + noun
o Complete
the sentences
answer.
possible
as a result
as
1
2
3
4
5
6
as a result of
a consequence
below
using phrases in the box. Sometimes
resulted in
thanks to
as a consequence of
due to
because of
The FTSE 100 fell again
increasing economic
Rumours of a merger
Tenzin Pharma gaining
Nidden PLC has successfully resisted a raid;
Henry Halen climbed quickly
excellent third
Profit warnings from several computer companies
JTL Holdings' Brazilian subsidiary went bankrupt.
Which phrases explain
causes? Which
there is more than one
introduce
uncertainty.
6%.
its price has levelled off.
quarter results.
significant drops in price.
its stock fell to £22.
effects?
Liste ning for de ta il
[)
~ 2:41 Listen to a stock market
history.
a.
120
D:
110
0
100
(.)
-><
90
en
c(
and complete
the graph of Fraxis Corp's share-price
80
II>
70
~
60
D: 8
II.
report
50
40
30
20
10
GIOS~a,~
be in the black
bid
filter through
flotation
'TSE 100
rumour
1993 1994
1996
1998
2000
2002
2004
2006
2008
2010
2012
now
forecast
---------------------.--------------------------~--~
P re se nting
11 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
With a partner. practise describing the information
in a graph.
Student A: turn to page 116.
Student B: turn to page 120.
it, zyxwvutsrqponmlk
Bustness a.o
91
7
M erg ers and acquisitio ns
~
w ill and going to
~
present continuous
~
could, m ay, m ight, be
1 .3 G ra m m a r
Arra nge m e nts,
likely/unlikely,
be bound to
Refresh y o ur
m em o ry
Future forms
w ill + do
I'll open the w indow .
instant decisions,
predictions, future facts
going to + do
pla ns a nd
continge ncie s
D With
a partner, look at Tom's
diary. Talk about his arrangements,
plans, and intentions for next week.
Be careful to use appropriate future
forms.
On Monday, he's not working, so he'll
probably sleep late. He might have
breakfast at Starbucks'", and then he's
going to clean his flat.
It's going to rain.
~ ~ +
plans & intentions,
prediction based on
present situation
E-OIARY
I \J
am
is/are doing
Monday
I'm seeing the doctor at
10.30.
fixed arrangements for
the future
Tuesday
.... Grammar and practice page 134
Day off work I
Sleep late, breakfast at Starbucks?
Must clean flat!!
Eyedoctor 3.45. Go swimming later?
Big match on TV; order pizza, invite
Drive car to garage for service.
Busto work? or walk if sunny.
Marketing Presentation 2.00
'.'
(don't forget to ask Kate for help with
PPT)
Pick up car 6.30 .
Expressing likelihood
.... Grammar and practice page 135
---i
Martin7
I
Wednesday No meetings.
Thursday
Dinner with Ashley. Book nice
Paperwork, prepare for Thurs, etc.
restaurant, buy flowers!
I" -- - -zyxwvutsrqponmlkjihgfedcbaZYXWVUTS
----+ ----------Customer visit.
Lunch at The Tree(table booked)
Train 7.30, arrive 9.30.
lAsk
customer about needs for next year.
Taxito office, meeting 10.00
'.
Hom_e_la_te_.
_
'._
_
_ __
Friday
Best day to ask boss about holidays?
NB if Thursday successful.
Finish early.
Call Ashley if dinner went well.
Saturday
My birthday! 23 - that's really old!
Buy food for tonight
Birthday party at Tom's house. Let's
dance!
lf Ashley can't come, invite Kelly.
sund;--tSieep?
or play squash?
Read newspapers
Must phone Mum!
I
~
I
Help Tom clean up.
Go for walk with Ashley (or Kelly?) if
no rain.
I If rain, cinema?
o Tell your partner what's in your own diary/PDA/smartphone/head for next week.
E xpre ssing like lihood
D
In small groups, take turns to make predictions about the things below. Use
expressions from the table opposite to evaluate the probability of your predictions actually
happening.
1
2
3
4
a sports event
the economy in your country
your next exam/test/evaluation
the weather
5
6
7
8
the job market
the next election
next season's fashions
your own predictions
A.: I think Brazil will win the World Cup.
B: No, it's unlikely.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
C : There's no way! Spain are much stronger!
B: [think there's a good chance that the economy is going to continue getting worse before it
gets bette):
A: Definitely. There's no doubt that the recession is going to carryon for some time yet.
C: I'm not so sure. [ think we could see things starting to improve soon.
92
n- Business 2.0
it's unlikely
there's not much
chance
it might just happen
it's highly unlikely
it's impossible
there's no way
there's a 50150chance
it's possible
it may happen
it could happen
it's likely
there's a good chance
it's highly likely
it's almost certain
definitely
there's no doubt
it's bound to happen
-
-
-: .
SCALE OF PROBABILITY
HIG H
Discussion
o Work in groups of three. You are futurists.
Choose a column each, A, B or C. Prepare a oneminute presentation discussing the likelihood of each event happening by 2050. Using the
expressions from Exercise 3 again and take turns to present your views, answer questions and
defend your ideas.
A
B
c
Everyonewill work from home.
Everyonewill go back to university
every ten years.
Nobody will work more than three
days a week.
There will be a single world currency.
Mobile cities will be built on the
oceans.
Virtual offices will be accessiblefrom
anywhere in the world.
There will be hotels and conference
centres on the moon.
The majority of senior managerswill
be women.
Chinesewill be the language of
business.
Listening
InternetzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
re se arc h
II ~2:42 Listen to a conversation between two friends at a party, and mark the future
events in the box U (unlikely) or P (planned).
Searchfor the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
s iv in T o ffle r to find
out about this leading
*uturist and his
company'swork.
o go freelance 0 start evening classes o stay at Artip 0 find a new job
o Artip take-over 0 read the job ads o give up smoking and drinking
o retrain as a marketing assistant
Which arrangement has Ashley forgotten to mention?
DiscussionzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
II With
a partner, discuss your plans, intentions and hopes for the future. Talk about:
the rest of the day
this evening
tom orrow
the w eekend
next w eek
next m onth
next holidays
next term
next year
your next job
the next 25 years
your retirem ent. (It's never too soon to plan ahead!)
J7,ezyxwvutsrqponmlkjihgfedcbaZY
B usiness 2.0
93
7
M e rg e rs and ac quisitio ns
._ ._ --------------.
~ different visualaids
~
~
-
7 .4 S pe a king
expressionsfor describing
visuals
D iscussion
giving a presentation~
D
-
-
_-
--
P re se nta tions - visua ls
M ark these presentation tools E (essential) or N (non-essential) to a good presentation,
then com pare with a partner and explain your choices.
o a laptop 0 a video projector 0 a DVD player and TV 0 a laserpointer
o a flip chart and pens 0 a blackboardand chalk 0 an interactivewhiteboard (IW B)
o a set of handouts 0 a 35-mm slide projector 0 presentationsoftware
Liste ning for gist
o~
Listen to four presenters. W hat m istakes are they m aking? M atch extracts
2:43-2:46
1-4 with the tips for effective presentations a-d below.
a) Don't put too much data on slides: no more than six lines of text, and no more than six
words per line. D
b) Too many visuals confuse the audience: don't overload them with slides. 0
c) Don't be too technical: adapt to the target audience, and don't read out text on slides. 0
d) Help the audience to understand by introducing, highlighting and explaining the most
important information. D
Liste ning for de ta il
o :,2:47
Listen to a better presentation. W hich of the three slides a, b, or c below is the
presenter describing?
0
70%
60%
50%
40%
30%
20%
10%
0%
Iii
0
60%
50%
40%
30%
20%
10%
0%
1
3
2
70%
60%
50%
40%
30%
20%
10%
0%
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
in
1
94
T!» B usiness 2.0
D ~ 2:47
Internet
re s e arc h
With a partner, choose the correct option in the checklist of useful expressions for
presenting visuals. Then listen again and check your answers.
What do the terms
vertical and horizontal
ntegration
U se ful e xpre ssions: P re se nting visua ls
mean? Find
out about current trends
in vertical integration in
the music, drinks or TV
ndustries.
Introducing a slide or visual
I'd like you to look at this slide.
My next slide presents / show s / contains two charts...
Let'slook / see I show at the secondchart.
Highlighting
Asthe graph shows, ...
Asyou will m ark I notice I rem ark in the pie-chart, ...
As you can perceive I see !Iook, after a merger ...
Contrasting
in contrastto ..,
compared w ith I regarding / in relation to almost half who said ...
m oreover! notw ithstanding
I w hereas it remainsabout the samein ...
Explainingand interpreting
The figures seemto recom m end! suggest I explain that ...
Thisis because I resulting! due to a perceiveddrop .
The resultsinvolve I indicate I interpret that retailers .
as contrary / opposite / opposed to manufacturers...
Thisis the result J reason J record of improved product quality ...
P re se nting visua ls
D The pie-chart shows how
•
housing
•
tra nsporta tion
•
food
•
dis po s able , i.e. he alth,
inve stm e nts,
typical Americans spend their income.
e nte rta inm e nt,
com m unica tion,
sports,
e tc.
Draw two pie-charts, showing how you use your income today, and how you think you might
use it in 20 years from now. In small groups, present your charts using the framework below.
1
2
3
4
5
Introduce the first chart.
Highlight points of interest.
Explain anything unusual.
Interpret what your chart says about you and your lifestyle.
Repeat points 1-4 for your second chart, and contrast the second chart with the first.
P re se nta tion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o Work in groups of three. Your company, which manufactures tennis racquets, is looking for
G lossa ry
PAGE 157
crucial
deteriorate
disposableincome
highlight
overload
a suitable takeover target in order to diversify and accelerate growth. Each person will present
one company: decide together which is the best candidate for acquisition.
Student A: turn to page 115.
Student B: tum to page 117.
Student C: turn to page 121.
zyxwvutsrqponmlkjihgfedcba
95
I h,' Business 2 0
1 i M e rg e rs and ac quisitio ns
-
~
form at of slides
~
being brief and concise
~
w riting
slides
presentation
7 .5 W riting
.~...
~
--~
.
-~
~....
P re se nta tion slide s
D iscussion
o
D ecide which two of the following
slide. W hy not?
backgrounds
footnotes
bold text
italics
you would not expect to find in a presentation
bullet points
logos
paragraphs
different
photos
fonts
sound effects
M ode l
o
R ead the three P owerP oint slides. W hich is the best way of presenting the information,
and why?
o
o
G uidelines
fo r slides
1-2 slides/m inute
info in points
m ax 6/slide
keyw ords only
m ax 6 w ords
visuals best
96 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
fIJ .. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B us ine s s zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Inte rne t
re se arc h
Search for the keywords zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
:Jeath
:0 find
by P ow erP oint
out more
aoout the pros and
rons of multimedia
aresentations.
Ana lysis
D
Compare slides A and B.Which words have been retained and what kind of words have
been deleted in slide B?
La ngua ge
focus
II
Underline the key words in each extract to include on a slide about writing presentations.
Then reduce each point to six to eight words.
2
3
4
5
One of the most challenging aspects of writing a presentation is the need to organize the
information in a logical way.
Choose attractive background and text colours that are comfortable for the audience to read.
Presentation software can be fun to use. Be creative, but do not include too many effects which
may distract your audience from your content.
Make sure the text is large enough that the audience can read it easily from the back of the
room. Also, use a standard font that is not too complicated or distracting.
Use positive statements like 'The figures show . .' rather than vague language like 'The data
could possibly suggest ... '
D
Reducethis presentation extract to five points on one slide.
'I'm here this morning to present the three possible scenarios which, in our discussions
with the bank and our consultants, we have identified as the three most realistic futures
for our company. OW"first option is to do nothing: we know that the market is becoming
more and more competitive, but if we are careful, we can continue to survive - at least
for some years. Our second option is to borrow money to invest in new technologies
in order, hopefully, to develop new, high-margin products for our existing customers,
and for new markets. The third and final scenario is to launch a takeover bid to
acquire Iticom, who already have the technology we need to enter those new markets
immediately. Ladies and gentlemen, after carefully considering all the options, it is this
third scenario which I intend to recommend. It is, of course, a high-risk scenario, but it is
a scenario which holds enormous potential for our company.'
"'"
-
O utput
1'1
Glossary
PAGE 157
2:48 Listen to a presentation about Galway Software. Take notes on the strengths,
weaknesses, opportunities and threats the speaker has identified, and his proposal. Then write
slides to illustrate the presentation.
bullet points
distracting
font
vague
W riting
slide s zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o Plan a short presentation on a subject of your choice and write
a maximum of six slides.
Exchange slides with a partner and give each other feedback.
IIIzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
Business 2.0
97
7
~
com paring
M e rg e rs and ac quisitio ns
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financial
7.6 Case study
inform ation
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Discussion
a m erger
D Calisto, IM M and Reysonido sell musical instruments in Central America. Look at the
figures and compare the three businesses.
IM M
S ale s
FY
FY·1
FY·2
(M $)
(M $)
(M $)
15
C o s t ~f S ale s - _ ~ ~ ~ :~
~9
18
20
~ -;:- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
=,<:~':'::jJ.5~-. o;[-=S9 - F j 1 0 - ----:9
9_ _
E BIT
(1.5)
REYSONIDO
(M $)
ro
S~~
C o s to f S ale s
0
1
(M $)
(M $)
II
U
4
4 .4
4 .8
0
0.6
1.2
~~~~
E BIT
(EBIT= earnings before interest and tax)
Reading
D
1
2
3
Read the newspaper article and answer the questions.
How has Dylan achieved its impressive growth?
What effect has it had on the market?
Which company has adapted best to the new market leader?
Dylan rocks instrument
New figures yesterday confirmed the meteoric
rise of Dylan Instruments to number one in
Central America's musical instrument market (see
charts). Panama-based newcomers Dylan, who
have modelled their business on PC direct sales
giant Deli, have pushed former market leader
Instrumentos Musicales Mejicanos (IMM) into
second place. Under the charismatic leadership
market
of CEO Abejundio Dylan, the firm has used slick
marketing and aggressive discounting to capture
market share from all its competitors. 'We aim to
have 50% of the local market in two years' time,'
trumpets Dylan. Competitors like IMM, Calisto
and Reysonido are considering alliances to
ensure their survival; several smaller players have
already gone out of business.
M arket share
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Y·1
Y·2 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFE
This year
Reysonido10%
Reysonido11%
Reysonido12%
Calisto
15%
Calisto
18%
Calisto
20%
98 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
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Liste ning for gist
Internet
re se arc h
D ~ 2:49
compa ny's
How can sm aller
Liste n to a pre se nta tion
six options
in C olumn
by C a listo's
P re side nt
to the Boa rd of D ire ctors
a nd list the
1 of the ta ble .
com panies com pete
with a dom inant
m arket
.eader? Search for the
keywords Avis: W e Try
~ote.s
Optio-v.s
H arder to read about
how Avis™ took on a
c..1Atjobs
(
giant.
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P AG E 157
charism atic
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slick
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o ~ 2:49
ta ble
liste n
a ga in a nd comple te
the note s on C a listo's six options
in C olumn
2 of the
a bove .
D iscussion a nd pre se nta tion
o
'If
eWorkbook
N o w w atc h the v ide o
fo r this unit.
In sma ll groups,
me e t a s consulta nts
to C a listo's
Boa rd of D ire ctors.
Review Calisto's six options, as well as your own ideas, and decide what strategy you will
recommend.
2 Prepare a presentation outlining your recommendations to the Board, using slides to structure
and support your arguments.
3 Give your presentation. Yours will be in competition with those of other groups. As Calisto's
Board of Directors, the class should ask questions and vote for the best presentation.
The zyxwvutsrqponmlkjihgfedcbaZ
B usine ss zyxwvutsrqponm
2.0
99
8
~
I
Inte rnatio nal
issuesin salesmistakes
8 .1 About busine ss
- _.... - _- .. -
~-..".
~ credit agenciesand
insurance
trade
~E~-p_O~·:;al~s
a~d-pa ym e nt
-
D iscussion
D
Inte rne t
re s e arc
h
FIuctuations in the
exchange rate between
currencies can be an
important issue in
exporting. Search for
the keywords B ig M ac
Index to find out a fun
How can selling your product in other countries be more difficult than at home? With a
partner, list four aspects of export sales where there may not be a level playing field.
S ca n re a ding
o Read the article opposite from
a trade magazine. Which four export mistakes did
Eisenhart Games make?
R e a ding for de ta il
D Read the
article again. Which eight lessons does Vincenti say exporters have to learn?
way of measuring these.
Liste ning for de ta il
D ~
2:50 Listen to an interview with James Sullivan, a sales manager with Nehling and
Hynes, an American credit agency, and answer the questions.
1
2
3
4
5
6
Which two kinds of service do credit agencies provide?
How large is Nehling and Hynes' database, and why is this important?
How are credit ratings useful?
What proportion of European and US firms purchase credit insurance?
Which advantage does credit insurance give Daryl Vincenti in Saudi Arabia?
On average, how much does international credit insurance cost?
R e a ding for de ta il
1:1 Read this
extract from a guide to methods of payment in international trade. Put the
methods in order from the safest (1) to the riskiest (4) from the exporter's point of view.
o Open account
Goodsareshippeddirectlyto the buyer,with a requestfor payment.
o Advance payment
Paymentis expectedby the exporter,in full, beforegoodsareshipped.
o Bills for collection
A bill of exchangeissentfrom the exporter'sbankto the buyer'sbank.Whenthe buyeragrees
to payon a certaindate,they signthe draft. Thedocumentsand goodsarereleasedto the
buyeragainstthis acceptance.
o Letters of credit (LlCs),also known as documentary credits (DCs)
Documentarycreditisa bank-to-bankcommitmentof payment:the buyer'sbankguarantees
that paymentwill be madewhen the shippingdocumentsarefound to be in compliancewith
termsset by the buyer.
D iscussion zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
As the exporter, decide what methods of payment in Exercise 5 you would require
from these customers.
Glossary
PAGE 157
chase
creditworthiness
level playing field
take on board
think outside the box
without a trace
wizard
1 The buyer is a well-known company in a large country in western Europe. This is a first
order but you hope the buyer will become a regular customer.
2 The buyer is in a country where currency exchange is controlled by the government.
Requests for foreign currency payments must be justified by supporting documents.
3 The buyer is a new customer in a country with a fragile economy and a poor credit rating.
4 The buyer is a large North American company with a reputation for slow payment.
5 The buyer is one of your suppliers in a neighbouring country.
6 The buyer represents a small company in a developing country and is a personal friend.
o You and a friend
design and sell your own line of T-shirts at rock concerts. You have
been very successful in your own country, and now several contacts in other countries
have expressed interest in your product. What problems do you anticipate if you start to
export, and what solutions can you suggest?
100 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
j he Business 2.0
learns from
mistakes
AT C H IC AG O -BASED EISEN H AR T G AM ES, zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Daryl Vincenti is known
as the 'export wizard'. Over the last three years, the pinball machine
manufacturer has developed a profitable new market in tile Middle
East.'Times are hard for pinball in the US: saysVincenti. 'Competition
5 from video games and computers has hit small manufacturers like
us really hard, so we have to find new markets: Eisenhart now has
some 35% of a growing Middle East market, but it hasn't been easy.
'We made a lot of mistakes at the beginning: confessesVincenti, 'but
we learned fast. We're now starting to work in S E Asia, and things are
10 much easier becausewe've taken important lessons on board in the
Middle East:
Vincenti puts using a good credit agency at the top of his lessons
learned list. 'When you've invested time, effort and money in making
an export sale, you want to get paid! After wasting a lot of time
'5 chasing payments, a friend introduced me to Nehling and Hynes.We
learned that by using a credit agency to checkout your customer's
creditworthiness and to insure against non-payment, you can make
export virtually risk-free:
Other lessons learned centred on adaptability. 'Be flexible: you have
20 to learn to think outside the box: saysVincenti. 'And don't assume that
what works well in your domestic market will automatically go down
well in another.You should also be prepared to modify your product
specifications to meet local conditions, and to focus on different
aspects of the marketing mix. In the Middle East,for example, price is
25 not everything. We started out trying to sellon price: we soon learned
that over there, image, quality and service are all more important:
Vincenti also stresses that would-be exporters should make a firm
commitment to export, but focus on one market, rather than trying to
sell allover the world. 'You don't succeed in export markets by giving
30 them a couple of hours a week when things are slow at home.You
have to put in a lot of time, get out there and meet your customers,
and manage your local distributors proactively - if you don't, it's
"game over': Eisenhart learned the hard way when they signed an
exclusive deal with an agent in the Gulf; at the end of the first year,
35 sales were zero, and the agent had disappeared without trace.
A final lesson is to remember that appearancescan be deceptive,
warns Vincenti: 'One day we received a 15-word fax in approximate
English from what seemed to be one man and a camel somewhere out
in the desert.We thought it was a joke, but a week later we decided we
.0 should answer it anyway.They're now our biggest customer.'
!7JtzyxwvutsrqponmlkjihgfedcbaZYXWV
B usine ss zyxwvutsrqponmlkj
2.0
101
8
...
collocations
Inte rnatio nal
for m aking
trade
8.2 V ocabulary
and processing paym ents
...
credit and insurance
...
exports
C ollocations
o
C omplete the collocations for talking about payment by choosing the correct noun in
the box for each group of verbs.
an application
I
I
a deal
an invoice
a paym ent
conditions
goods
I
issue
provide
settle
load
query
ship
approve
state
negotiate
m ake
m eet
4
com ply w ith
reach
subm it
2
5
sign
vet
m iss
3
6
chase
D ecide whether the buyer or the seller carries out the actions above.
P hrasal verbszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o
P ut the words in these guidelines for exporters in the correct order. E ach sentence
contains a phrasal verb. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
1
2
3
4
5
o
a)
b)
c)
d)
e)
check / custom er's / your / on zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I creditw orthiness I up I new
doubts I insurance I if / you I take / about / getting I have lo u t I paid
behind I their I custom ers I do I not I get I paym ents I w ith Ilet
as I invoices I soon / becom e I they I chase I as / overdue I up
act I getting I your I difficulties I quickly I zyxwvutsrqponmlkjihgfedcbaZYXWVUTS
if I custom er I is / into
M atch definitions
a-e with the correct phrasal verb from E xercise 2.
get som ething officially from a specialist organization D
m oving tow ards a particular condition or situation D
find out inform ation about som ething or som eone discreetly
find out w hat is being done about som ething D
fail to do som ething at the right tim e D
D
~ zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
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102
The B us ine s s 2.0
..~
Liste ning
Inte rne tzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2 51-2'55 Listen to five conversations about export issues. Use verb-noun
re se arc h
Vhat is a thesaurus
<fnd when is it useful?
D
from Exercises 1 and 2 to say what is happening
A Slovakian company has submitted an application for credit.
Bruno asks his colleague to
on their
_
The company is going to
on a shipment.
They need to do this to
with the conditions in the contract.
Francesca's boss ask her to
up an invoice.
She doesn't want Kawasaki to get
with their payments.
Mr Takahashi
the
. He asks for more time to pay. The company seems to
be
into difficulties.
The companies talk about how the goods will be
. In the end, they
a deal.
1
~.earch for the keyword
·.,esaurus. Then, in an
2
nline thesaurus, search
'or the nouns credit,
;ash and trade. For each
'"'lOun,find synonyms,
ntonyms and common
ollocations.
collocations
in each.
3
4
5
C olloca tions
o
the words credit, insurance
How many two-word collocations can you make by combining
and customer with the nouns in the box?
card
claim
credit
insurance
period
policy
portfolio
sales
o Use collocations
2
3
4
5
6
line
loyalty
terms
from Exercise 5 to complete these sentences.
Frequent-flyer schemes, free gifts and credit are all ways of developing
_
To avoid cash-flow problems, sales teams need to be given a clear
_
An
provides cover in case of an accident.
Because old customers leave, a sales person must constantly be looking to add to their
reduces the risk of default on export payments.
After the fire, the company filed a
for compensation.
D e fining
_
w ords
o With a partner,
practise defining words relating to business transactions.
Student A: use the information below.
Student B: turn to page 121.
Give Student B definitions for 1, 2, 4, 6, 7 and 9 across. Student B will give you definitions for 1, 3,
5 and 8 down and 10 and 11 across to help you complete the crossword.
'H zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
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Glossary
PAGE 157
file a claim
forwarder
frequent-flyer schemes
get behind with
n)(,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
Business 2.0
103
8
Inte rnatio nal
.... time expressions with in ,
on and at
.... ago, last, next, yesterday
and tomorrow
.... dependent
8 .3 G ra m m a r
trade
P re positions
P re positions of tim e
D
With a partner, ask and answer the questions
appropriate preposition.
prepositions
about your country using the
1 When do most people start and finish work?
2 When do students usually do most of their work?
R e fre sh yourzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
3 When does the New Year begin?
4 When are the school holidays?
5 What other times are popular for holidays?
in
6 When is the best time for tourists to visit?
periods
7 What time do people usually eat breakfast, lunch and dinner?
the morning, July, the
8 When is it impolite to telephone people?
winter, 2007, the 80s
9 When are you allowed to make a lot of noise?
on
10 When are salaries usually paid?
days and dates
11 How quickly do companies usually pay their bills?
Monday, the 17th New
Year's Day
12 When are the sales?
m e m o ry
at
times and special times
3pm, breakfast, the
weekend, Christmas
e
D e pe nde nt pre positions
o
Find the verb in each group that does not have the same dependent
other three. Write the preposition in the space provided.
expressions with last,
next, ago, yesterday,
tomorrow
against
... Grammar and practice page 136
1
2
3
4
5
6
7
8
9
10
listen
comply
pay
depend
result
suffer
discuss
consist
listen
fight
for
from
to
@
sympathise
wait
rely
invest
emerge
apply
react
belong
insure
in
of
on
consent
resort
vote
insist
borrow
hear
look
approve
leave
protect
W
with
preposition
as the
for
(_ to _ )
referzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONML
associate
(--)
object
(--)
attend
(--)
succeed
(--)
account
(--)
apologize
(--)
think
(--)
relate
(--)
ask
( - - ) zyxwvutsrqponm
Liste ning for gist
D ~
2:56-2:65 listen to ten short dialogues and use a word from the box to describe
what the people are discussing. Be careful to use the right preposition.
access
apologizing
aptitude
dependence
hearing
insuring
1
2
3
4
5
6
7
8
9
10
complying
investing
damage
satisfaction
They are discussing
property.
He is talking about
what he said to her.
He is lucky that there isn't much
his car.
They are admiring her
languages.
They are worrying about their company's
one big firm.
the American Food and Drug Administration is essential if they
want to sell the product in the States.
She is explaining the company policy of
non-payment.
They are expressing their
this year's results.
They are worried about not
Taiwan.
There is as system failure, so they don't have
data.
I
I
I-
104
Tile Bu siness
2.0
S peaking
D
W ith a partner, or in groups of four, play prepositions tennis. S tudent A 'serves' by saying
a verb from the list in E xercise 2. S tudent B 'returns' by saying a short sentence with the verb
and correct preposition (without looking at the list!). S tudent B then says another verb from
the list which S tudent A 'returns' with the correct preposition and another verb, etc. S core a
point each time your opponent answers incorrectly.
A : rely
B Y ou can rely on m e to get the right answ er. agree
A : I don't agree w ith that at all! react
Listening for detail
o~
2:66 Listen to the conversation between P aul, a manager, and his assistant, Jenny.
C omplete the schedule with the times or time periods, using the appropriate prepositions.
1
Jenny is picking up tickets
2
b.D D .
thi s eye.-ni~1 before. zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Jenny is dropping tickets off at office
3
Paul's flight leaves
4
Check-in opens
5
Finance meeting finishes
6
Paul's kids go to bed
7
Paul is staying in the States
8
Paul is attending six meetings
9
Paul's return flight leaves zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
1 0 Paul is preparing the Merosom pitch
1 1 Merosom announce their decision
12
Paul will read files for New York meetings
Inte r.ne t
re s e arc
h
Search for the keywords
how to become a
millionaire. As you
read, make a list of five
words followed
dependent
by a
preposition,
which you feel are
S peaking
II W ork
useful to learn.
in groups of three. Y ou are going to hold a conversation about one of the subjects
below.
G lossary
drop off
jet-lagged
pitch
P AG E 158
how to becom e a m illionaire
how to persuade a bank to lend you m oney
how to get prom otion
how to find and keep custom ers
how to m anage professional stress
how to m anage your boss
Student zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
A: turn to page 117.
Student B: turn to page 119.
Student C: turn to page 120.
The B us ine s s zyxwvutsrqponm
2.0
105
8 Inte rnatio nal
.... expressionsfor checking
understanding
... correctingand
reformulating
~~-=--~------
8 .4 S pe a king
--
trade
-
-:_~~--=-------..~~--::::==--=:_-
;:_~eg~~a~_i~!1~~_dipt~~icy
_-- ~ ..::
-- - --_
-
----_C=-
-::
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-
-:~:._
- _.:_
~--~~
-=
-:__
-~
-
~
-
D iscussion
o Readthe information
... roleplaying a negotiation
in the box. With a partner, discusswhether you think the
countries and regions below are L (low-context) or H (high-context) cultures.
Low-contextcultures
High-contextcultures
Focusof negotiations
problem-solving,deadlinesare important
relationship-building,time isflexible
Communicationstyle
direct, verbal,few non-verbalsignals
indirect, dislikeconflict, avoid sayingno
Businessorganization
individualsmore important than the group
group more important than individuals
o China
o Middle East
OUSA
0 Latin America
o
Australia
OUK
ON Europe
o Japan
What does this mean for international negotiators?
Liste ning
for gist
II ~2:67-2:69 Listen to three negotiation extracts. What went wrong in each case?
Think about high- and low-context cultures, as well as the actual phrases used.
D ~ 2:70-2:72
Listen to alternative versions of the three negotiations. How do the
negotiators avoid misunderstandings?
B ~ 2:70-2:72
With a partner, choose the correct options in the checklist of useful
expressionsfor being diplomatic. Then listen again and check your answers.
U se ful e xpre ssions: D iplom a tic
ne gotia tions
Checkingunderstanding
Correctme if I'm im polite I w rong I inappropriate,
HaveI got I seen I caught this right?
Would I be true / fair / right in saying that ... ?
If I've understoodjust I correctly I really ...
but you seemto be sayingthat ...
Correctingmisunderstandings
I'm afraid there seemsto be a slight m isunderstanding I m istake I m ishap.
I'm sorry,that isn't quite what I w ant I m eant I expected.
P erhaps I haven't m ade myselfsense / right / clear.
Reformulating
let me put it another angle / w ay / tim e.
What I wastrying to say I m ean I teff was ...
D iplom a tic
la ngua ge
o Match the direct remarks 1-4 with
Direct
106
Allow me to zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQ
repeat / rephrase / reform that.
What I m eant I told / expressed was ...
diplomatic forms that were used in Exercise3.
Diplomatic
I'm not readyto makea decision.
a) Perhapswe should talk again in a few days?
2
This project istotally unrealistic.
b) I think we might need more time to exploreall the implications.
3
Let'sfinish the meeting now.
c) We would be very happyto give you the sameterms asAuckland,if
you were in a position to order the samevolume.
4
We won't payfor shipping unless
you give usa bigger order.
d) I'm afraid we feel there are still quite a large number of difficulties to
face in this project.
TheBusiness
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Internet zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
re se arc h
Searchfor the keywords
high low context
polychronic culture
to find out more
about Edward THall's
work on culture and
communication.
o Complete the summary. Diplomatic
language often uses:
modal verbs like could,
softening adverbs like maybe or
_
qualifiers like a bit, rather, a little or
_
introductory warnings like l'm sorry, actually,
(negative) questions rather than statements.
o 'Translate' the direct remarks into
Direct
_
_
diplomatic language, and vice versa.
Diplomatic
Wouldn't it be easier for everybody if we held the meeting
here rather than in Colombia?
2
If you don't want to do business,just say so!
3
4
Actually, I was wondering whether you might reconsideryour
position on that particular issue?
So you don't want to sell us your products?
Couldn't we perhaps start a little earlier than 11am tomorrow?
We might find we would make a bit more progress.
5
6
That's not true. I never said that'.
To be honest, I'm inclined to think that businesstrips aren't
quite as useful as everybody saysthey are.
7
8
So you don't trust us to pay?
N e gotia ting
III With
a partner, take turns to choose a subject and hold short negotiations following
chart below. Be diplomatic!
1
2
3
4
buying worldwide rights to your partner's movie script
buying advertising space on your partner's car
buying worldwide rights to using your partner's name
buying equity in your partner's business
Student A
Glossary
Student B
PAGE 158
consensus
implication
quit
'"
the
eW orkbook
N ow w atch the video
for this unit.
Make an offer.
3
2
Checkunderstanding.
4
Make a counter offer, or go to 5.
Correct misunderstanding,
if necessary,reformulate offer.
5 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Accept offer, or go to 2.
ne zyxwvutsrqponmlkjihgfedcbaZYX
Business 2.0
107
8 Inte rnatio nal
.... payment requests
8 .5 W riting
trade
R e que sts a nd re m inde rs
.... sounding polite
.... writing
D iscussion
requests and
D Answer
reminders
the questions
below. Then compare
your answers
with a partner.
1 W hat is your philosophy on credit?
a) never borrow money
b) use credit in moderation
c) get as much credit as you can
2 If you have to ask someone to repay money they owe you, how do you feel?
a) embarrassed
b) angry
c) nothing, it's only money
3 W hat would you write to remind someone they owe you money? W hy?
a) a text message
b) an email
c) a letter
M ode l
o Read the
0
a request?
Highlight
o
C8J
I.INBOX
I REPLY ..
emails below. Which email 1-4 is:
a reminder?
the phrases which
I
0
C8J I.
INBOX
I
a final demand?
0
helped you to decide.
o
FORWARD ..
C8J
o
REPLY .. I FORWARD ..
In answer to your enquiry of 2 September about
trading on open account, we regret to inform
you that we are unable to agree to your request
due to your insufficient credit rating. We hope
you will understand the reasons for this decision,
and we trust that we can continue to do
businesstogether as in the past.
I. IN80X
I REPLY
..
I FORWARD
..
Further to our email of 23 May, we have still not
received payment for the outstanding sum of
€15,789. We regret to inform you that we are
suspending all shipments until this outstanding
balance has been settled.
According to our records, our Invoice number
061704 for €15,789 is now overdue. If, however,
this invoice has already been settled, please
disregard this email.
e
0
a refusal?
C8J I. INBOX I REPLY
..
I FORWARD
..
As we now intend to place regular orders with
your company, we would appreciate being able
to trade on open account. We are confident this
arrangement will be to our mutual benefit, and
we look forward to an early reply.
I
Ana lysis
D
Make complete sentences by using one phrase from each column.
been done for you.
I am writing
I
I
to enquire
agree to
which is still outstanding.
2
I am afraid group policy
the sum of €21,552
to extend credit terms of 60 days.
3
We are pleased to
whether you would be able
of this outstanding
4
May I remind you that
your early settlement
the terms you propose.
5
We wrote to you on 4 November
does not allow us
to our legal department.
6
Would you let us
regarding the balance of €12,650
is still outstanding?
7
We would appreciate
but to pass the matter on
as soon as possible?
8
We shall have no alternative
know your decision
to give more than 30 days' credit.
I
balance.
Which sentences are used in:zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
a request?
0
a reminder?
0
a refusal?
0
an agreement?
~ -11
The first one has
108 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
7l,e Business 2.0
0
a final demand?
0
h
Inte rne t
re s e arc
If your customers are
slow payers, one way
to improve cash-flow
is factoring. Search for
the keywords fa c to rin g
re c e iv a b le s to find out
how factoring works,
and its advantages and
disadvantages.
La ngua ge focus
D
1
2
3
4
5
6
7
8
Which is the most polite form, a or b?
a) In view of the increase in our volume of business, .'
b) Considering how much more business we're giving you, ...
a) About the longer credit you asked for, ...
b) With regard to your request for improved credit terms, .
a) Re: your letter dated 31/1, .
b) Further to your letter of 31 January, ...
a) We look forward to receiving your order.
b) We expect you to order quickly.
a) We're giving you a week to pay, .
b) Unless we receive payment within seven days, .
a) We would like to apologize for the delay in sending the enclosed cheque.
b) We are sorry we took so long to send the enclosed cheque.
a) This was an unfortunate oversight due to circumstances beyond our control.
b) We forgot, but it wasn't our fault.
a) We can assure you that it will not recur.
b) Don't worry, it will never happen again.
o Complete the emails using vocabulary from Exercises2, 3 and 4.
0
[;8J ~BOX
I
REPLY"
In
0
kBJ 1. INBOX I REPLY.. I FORWARD ..
I FORWARD ..zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
o
May I
of the increase in our volume of
, I am writing to
soon as
e
of
your decision as
I
I
this outstanding
?
4)
1.
L"
,.;
[;8JzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
INSOX I REPLY" I FORWARD ..
kBJ
INBOX I REPLY..
FORWARD ..
With
to your request for improved
We would like to
credit
, I am afraid that group
sending the
cheque. This was an
unfortu nate
due to circumstances
beyond our
, and we can assure you
does not
us to
I
extend more than 30 days' credit.
e
on your account?
We would appreciate your early
credit terms of 60 days.
Would you let us
you that the sum of
€101,000 is still
whether you would be prepared to
,.;
~ I. INBOl(. I REPLY"
\ fORWARD ..
"
to your email of 17 July, we
are pleased to agree to the
propose, and we look
that it wi II not
G 01.. INEOX \ REPLY"
0
I FORWARD"
We wrote to you on 11 April
the
balance of €15,550 which is still
you
to receiving
Unless we receive payment
I
your order.
for the delay in
days, we shall have no
the matter on to our
seven
but to pass
department.
I
Which email is:
Glossary
disregard
extend
factoring
outstanding
overdue
oversight
settle
PAGE157
a request? 0 a reminder? 0 a refusal? 0
a final demand? 0 an apology? 0 an agreement?
0
W riting zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
DWork
in groups of three to write and reply to requests and reminders.
Student A: turn to page 117.
Student B: turn to page 119.
Student C: turn to page 120.
TIN 'zyxwvutsrqponmlkjihgfedcbaZYXW
Business 2.0
109
8
t
Inte rnatio nal
~
managing
customer credit
~
finding a solution for
im_p_ro_V_i_n_9_c_a_Sh_f_IO_W
...J
8.6 C ase study
re s e arc
h
Search for the key
words collecting debt
to find out how sm all
businesses can recover
paym ents m ore quickly.
Jeddah R oyal Beach R esort
D iscussion
D
Inte rne t
trade
Brainstorm
a list of services which
large hotels can charge for in addition
to
accommodation.
R eading for detail
lEI
1
2
3
4
Read the extract
from a business magazine
and answer
the questions.
How does giving credit increase room revenues and attract more clients?
W hy do luxury hotels prefer to issue their own credit cards rather than be paid by VISA,
MasterCard®, American Express®, etc.?
What are the advantages for the customer of a 'cashless resort'?
Who is Riaz Hussain and what are his responsibilities?
THE JEDDAH ROYAL BEACH RESORT
THE .fEDDAHRoyal Beach Resort is one of Saudi Arabia's newest
and most luxurious hotels. In a fiercely competitive market where
foreign corporations provide 75% of revenues, every hotel from
the five-star palace to the one-star motel needs to increase room
revenues to be able to invest in new facilities to attract new clients.
One of the major incentives in the armoUlYof modern hotel
marketing is credit. The Royal Beach, like many of its competitors,
has its own credit manager, whose job is to manage the credit
which the hotel uses to encourage customers to spend freely on
additional services.
One of Riaz Hussain's first innovations as Credit Manager
was to introduce an in-house credit card to the Royal Beach. Such
credit cards are Increasingly popular, allowing hotels to develop
customer loyalty as well as to avoid paying commission to credit
card companies. The Royal Beach advertises itself as acashless
resort': customers are able to use their electronic membership
card to make reservations via the Internet, to speed up checkin and check-out, and to pay for a host of services including
accommodation, telephone and fax, restaurant and bar bills, leisure
activities, Limousines,airline tickets and even cash advances with
no exchange problems. With its own boutiques, nightclub, beach,
water sports and golf course, it's easy for guests from all over the
world to spend several days in the sun
(and perhaps several weekssalaryl)
with nothing more than their
plastic smart card in their
pocket.
Riaz Hussain's
responsibilities include vetting
corporate and individual
applications for credit,
following clients who reach
or exceed their credit limits,
and organizing debt recovery
from indelicate guests, or their
corporate sponsors, who 'forget' to
settle their bills.
110
TheB
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
us ine s s zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Listening for detail
D ~ 2:73
Listen to a conversation between Riaz Hussain and Frederick,the front office
manager at the Jeddah Royal BeachResort, and complete the customer database entries.
Customer:
Customer:
Customer:
I Ms Koeppie
I Mr Kobayashi
I Mrs Saman
Company:
Company:
Company:
Companycredit rating:
Companycredit rating:
Companycredit rating:
Current credit limit;
Current credit limit;
Current credit limit;
Credit limit requested:
Credit limit requested;
Credit limit requested;
Notes;
Notes:
Notes:
IgoodzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I average I poor / unknown
Igood / average / poor / unknown
Igood / average / poor / unknown
o
II ~2:73
1
2
3
4
5
6
7
Listen again and answer the questions.
Why doesn't Riaz like having rock groups in the hotel?
If Ms Koepple leaves today without paying, how much will the hotel lose?
How much credit is Riaz prepared to allow her?
Why does Frederick think Mr Kobayashi is a difficult customer?
Why is Frederick suspicious of him?
What happened with Mrs Saman's company last year?
Why are Mrs Saman and her brother important for the hotel?
Discussion
o Look at the chart showing the Jeddah Royal BeachResort'scustomer payments. Describe
the trends for:
1 cash payments
2 short credit periods
3 longer credit periods
4 uncollectibles.
CUSTOM ER PAYM ENTS
• CASH • 1 WEEK • 1-4 WEEKS • 4-12 WEEKS • 12-26 WEEKS • 26+ WEEKS • WRITTENOFF
LAST YEAR:
32%
17%
¥¥':~.~?-• . •.. _ '1'l,!:,;\.-
13%
9%
6.5% 2.5%
.
THIS YEAR:
...-_-
...- __
ss....-..~
-
1('$
o With a partner, talk about these questions. Then change partners, compare and explain
Glossary
your decisions.
PAGE 158
armoury
loyalty
uncollectible
vulgar
word of mouth
1 How can the trends in payments be explained?
2 How can the hotel improve its cash flow?
3 How should Riaz Hussain deal with each of the three customer applications in Exercise 3?
W ritingzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
D Write a short letter to each customer explaining
your decision.
Ibe zyxwvutsrqponmlkjihgfedcbaZ
Businessz.o 111
R e vie -w
M e rge rs
7
a nd a cquisitions
D
M atch each word or phrase about finance in the box
with its definition below.
acquisition assets due diligence
econom iesof scale fixed costs liabilities
liquidity
m erger turnover variablecosts.
full investigation of a company's activities and finances
2 the amount of money that a company owes
_
3 the process of combining two companies to form a
bigger one ~
_
4 something that someone buys (especially a company
that has been bought by another company)
_
5 costs that alter directly when the business alters its
level of output (e.g. raw materials, components, labour
costs for factory workers)
_
6 costs that do not alter when the business alters its level
of output (e.g. rent, marketing, management salaries)
D
Readthis sentence:
There was a
increase in sales.
M ake adjectives that can go in the em pty space using the
letters and m eanings given.
(Clue:the letter in bold is always the first letter.)
1
2
3
4
5
6
7
abcdeeilnors (large)
aacdimrt (sudden and surprising)
adeemort (neither big nor small)
ahprs (sudden)
acfgiiinnst (large or noticeable)
ghilst (small in size)
ddensu (quick and unexpected)
o Look at one way to show 'cause
& effect':
The new technology we bought last year resulted in a
significant increase in productivity.
Now show 'effect & cause' using these words to com plete
a s, b e ca u se , d u e , o f, o f, re su lt, th a n ks, to , to .
the gaps: a, zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
The increase in productivity last year was
7 things such as money, buildings or equipment that a
person or company owns
_
8 measure of a company's ability to quickly convert
assets into cash
_
9 reductions in the cost of producing a unit of a product
that occur as the output increases
_
10 total amount of money coming into a company from
sales (usually given as an annual figure)
_
o Find words or phrasesfrom the box in Exercise1 that
have the sam e or sim ilar m eaning to the following.
1
2
3
4
5
cost of sales/direct costs
overheadslindirect costs
cash-flow
_
debts
_
revenue/income
_
_
_
D
M atch the words in the box with their definitions
(and extra inform ation).
clim b
peak
dip
rise
deteriorate
slide soar
fluctuate
stabilize
/
/
(3)
/
(4)
the new technology we bought.
II Com plete the
sentencesusing the m ost appropriate
form : w ill, b e g o in g to or the present continuous. Use
contractions (I'll, I'm ) where possible.
1 (describing your plans) Next year
(we/enter)
the Croatian market by buying a small local firm.
2 (making a promise) Don't worry,
(you/have)
the goods by the end of the week.
3 (giving details of a fixed arrangement)
(II
meet) Barbara from 9:00 to 10:00 at her office, and I
should be back around 10:30.
4 (making an instant decision) Is that my mobile phone
ringing? I'm sorry,
(Ilturn) it off.
o
Com plete this presentation extract using the words
and phrases in the box.
jum p
1 become higher (literally: to move up using your hands
and feet)
_
2 become less (literally: to put something into a liquid
and quickly lift it out again)
_
3 change frequently, especially from a high level to a low
one and back again ~
_
4 stop changing and become steady
_
5 get worse (opposite: improve)
_
6 get worse gradually (literally: to move smoothly and
quickly across a surface)
_
7 increase (opposite: fall)
_
8 increase quickly to a high level (literally: to fly high in
the sky)
_
9 increase suddenly and by a large amount (literally:
push your body off the ground using your legs)
_
10 reach the highest point before becoming lower (the
noun means 'the top of a mountain')
_
112
(1)
(2)
asa result of
however let's m oveon
next slideshows notice from the chart
resultedin
seemto suggest whereas
... OK,(l)
_
My (2)
our administration costs one year
after the merger. You will (3)
that the figures
(4)
no noticeable impact on costs
(5)
the merger. But this hides the real
situation. Initially, the merger (6)
many large
compensation payments for managerial staff who lost
their jobs, and this increased costs. (7)
,
over the longer term salary costs are coming down as a
result of the cuts. Next year we expect administration
costs to be 2.3M, (8)
this year they will be
about 2.9M.
I he zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Review 8
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
In te rn a tio n a l
tra d e
o
In each set of four below, match a verb on the left
with a noun on the right to make phrases about export
sales.
1
2
3
4
Don't sell
Be
Make
Think
a)
b)
c)
d)
5
6
8
Trade
Sign
Be prepared
Invest
e) an exclusive deal.
time, effort and money.
g) on open account.
h) to modify product specifications.
9
Ask
i)
7
10
Chasing
11
Focus on
12
Don't assume
o Find two
proactive with local distributors.
a firm commitment to export.
outside the box.
on price rather than quality.
t)
payments can be done by the credit
agency.
j) a credit agency about a customer's
creditworthiness.
k) that what works in your domestic
market will also work abroad.
I) one market, rather than trying to
sell all over the world.
words in Exercise 1 that match with these
definitions.
2
the ability of a company to repay debts
trying hard to get something you want
3
4
5
sentences
into the
Direct: I'll explain it again if you want.
Diplomatic: it / let / me / way / another / put.
Direct: You are not convinced.
Diplomatic: wrong I me I if / you I correct I but I
I'm / saying / that / seem / to I be / you / are / not /
convinced.
Direct: You are wrong!
Diplomatic: I'm / a / slight / misunderstanding / there /
seems / to / be / afraid.
Direct: You don't understand!
Diplomatic: I / clear / myself / haven't I made /
perhaps.
Direct: You want to withdraw from the project, right?
Diplomatic: you / would / be / saying / I / right / in /
that / want / to / withdraw / from / the / project?
2
3
4
5
o
Use the words in brackets to make the direct
sentences more diplomatic.
1
We need more time. (I think/might)
2
There are still many difficulties. (I'm afraid/quite
number)
3
We must renegotiate
should/one or two)
4
That will be very expensive. (won't/rather)
a large
_
The collocations below are used in international
business transactions. Cross out the one verb in each
group that does not collocate with the noun.
2
words in the diplomatic
correct order.
_
D
1
o Put the
issue / reach / settle / query an invoice
assume / provide / load / ship goods
chase / comply with / state / meet conditions
negotiate / reach / sign / state a deal
check in / check out / check up on a customer's
parts of the contract. (perhaps/
[J Complete this email sequence using the words and
phrases in the box.
according to
early settlement
further to
have no alternative
now overdue
outstanding balance
pass this matter
D The words inzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
b o ld below are all in the wrong places.
regret to inform
Put them in the correct places.
creditworthiness
6
fall behind / get behind / move behind with payments
After the exporter and foreign customer finally (1) cheek
up on a deal, the exporter will (2) comply with the goods
and (3) reach an invoice. The exporter must (4) issue all
the conditions in the contract, and if they do they can
expect to be paid on time. II is a waste of time if they have
to (5) ship customers who (6) chase payments. If there is a
problem with payment, the exporter can use a credit agency
to (7) get behind with a customer's creditworthiness.
o Complete
the text with these time prepositions:
during, from , in, until, within.
Email 1 (Reminder)
(1)
our records, our invoice number KL788 is
(2)
. The total sum is €25,600. We would
appreciate your (3)
of this (4)
Email 2 (Final demand)
(5)
our email of 14 June re invoice KL788. we
have still not received payment for the outstanding sum
of €25,600. We (6)
you that we (7)
_
but to (8)
to our legal department.
at,
(1)
the 90s we worked with a series of different
local agents. (2)
2002 we started using APL, and
they have been our exclusive agent (3)
that time
(4)
now. They are very good at collecting
payment from local customers, and we give them the
discretion to ask for payment (5)
either 60 or 90
days. They forward to us all payments they have collected,
after taking their commission, and we receive money from
them (6)
the end of every month.
II
Match the wordszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
outstanding and overdue with their
definitions.
2
&Ill
not paid when expected; late
not yet paid
_
_
W hich of the two words from Exercise 9 has a second
meaning
of 'excellent
and impressive'?
/ h,
zyxwvutsrqponmlkjihgfedcbaZ
Business 2.0
113
A dditio nal
m ate rial
1.2 Vocabulary W ork organization
and responsibility
Defining
words
(page 13, exercise 8)
Student A
G ive S tu d e n t B d e fin itio n s fo r 1, 3, 5, 7 a n d 9. S tu d e n t B wiJJ g ive yo u
definitions
for 2, 4, 6, 8 and 10 to help you complete the crossword.
1.6 Case study Counselling
Roleplay
(page 21, Exercise 6)
Problem holder A: Tokyo
You are experiencing culture shock in Tokyo. After two months in the
marketing department of a large electronics company, you feel that you have
achieved nothing. Your job description is very general; you spend most of
your time processing answers to long market survey questionnaires. You are
a very creative person, but when you suggest new ideas at meetings, they are
usually met with silence. One colleague was very upset because you drew
attention to a mistake in his presentation.
Your apartment iszyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIH
very small and your journey to work takes gO minutes
each way. After a long day at work, your colleagues do not understand that
you do not have time to go to the restaurant with them. You would like to
learn Japanese to communicate better, but when you meet Japanese people
socially, they always want to speak English. You feel you are wasting your
time and learning nothing.
2.1 About business Call centres
Roleplay
1.3 Grammar Past tenses and advice
structures
Giving advice (page 15, Exercise 9)
Student A
D You have recently started work with a well-known firm of
management consultants. Ask your partner for advice about the problems
below, and react to their suggestions. Use the expressions in the box to
help you.
1
2
3
II
I
4
5
i
I
You work from 8am to 7pm every day but you can never finish
your work.
You find it difficult to set goals.
Your clients don't take you seriously: they think you're too young for
the job.
Every time you call a friend, your colleagues give you black looks.
You have lots of ideas to share in meetings, but your boss keeps
interrupting you.
I'm having problems with...
Can you give me any advice?
Do you have any ideas about how to ... ?
What do you suggest I do about ... ?
Ijust can't seem to ...
What would you do?
! see what you mean, {but ...}
You've got a point, {but ...} You may be right, {but ... }
OK, point taken.
Yes, you're quite right.
j
(page 22, Exercise 6)
Role A
You are going to take part in a debate. Try to convince the others in your
group of the benefits of setting up your call centres in a low-cost country
like India or the Philippines. As well as your own ideas, refer to the
following:
Outsourcing enables companies to
reduce costs
be more competitive by offering customers lower prices and better service
preserve jobs in production
benefit from more competent and more motivated staff
bring new technology to developing countries
help developing countries to improve their economies.
Locating the call centre in your own country would be too expensive and
using cloud-based technology could make the company over-dependent on
technology you don't have in-house expertise to manage.
2.4 Speaking Dealing with problems
by telephone
Giving
instructions
(page 28, Exercise 1)
Student A
Without saying what it represents, give Student B instructions
the symbol in Grid 1. Student B will then give you instructions
another symbol in Grid 2.
1
13
14
3()'
15
40
50
16
D Your partner will tell you about their problems. Suggest two or three
alternatives for each problem. Use the expressions in the box to help you.
60
17
70
18
Have you tried -ing ... ?
Have you considered -ing ... ?
How about -ing ...? Have you thought of -ing ... ?
You could ... Why don't you ... ? You might want to ...
~9
80
90
99
88
55
1.4 Speaking M eetings one-to-one
33
(page 17, Exercise 7)
D You are
a new employee at the R&D laboratory of a Finnish electronics
company. You come from Brazil. You find the atmosphere in the company
miserable: people work alone. mostly in silence, so you try to make them
happy by being friendly, sharing sweets and biscuits, and singing songs. You
have a lot of work: because you work best in the evening, you stay late to
finish it. You think the centre would be more productive if everyone relaxed
and enjoyed their work. Your supervisor, Student B, has asked you to attend
an informal meeting: this is an opportunity for you to explain your ideas and
give Student B some helpful advice.
D You are
Student B's supervisor at a large travel agency in Australia.
You are worried about Student B because he/she refuses to communicate
with other members of staff and hardly speaks in staff meetings. You
have given Student B a lot of responsibility because you feel he/she has
excellent potential, but he/she is not sharing the work with the team. The
travel business has a reputation for extreme stress, and you are concerned
that Student B is trying to do too much. Australians value teamwork and
consider sports and social events an integral pad of corporate life. Hold
an informal meeting with Student B to advise him/her on how to relate to
colleagues and achieve a better work-life balance.
Start the meeting by asking Student B if he/she is enjoying the job .
'!h ~
10
Student A
-
,..
1
6 6 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
.f
77
Roleplay
to draw
to draw
44
11
22
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8
B
C
2
A
D
E
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L
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M
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R
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114
JI){'Business2.o
Additional
material
2.4 S peaking D ealing with problems
by telephone
5.6 C ase study S t John's Beach C lub
Improving a conversation (page 28, Exercise 4)
Student A (travel agent)
Negotiate the best deal possible with the buyer (Student B), Your standard
price is $150 per person per night. This includes all meals, drinks, snacks,
activities and sports (except golf), Remember you are in competition with
other travel agents for the same product
Score points as indicated for each item below.
Read this conversation aloud with your partner, then decide how the
conversation could be improved and practise your improved version.
Helpline:
Customer:
Helpline:
Customer:
Yes?
Oh, hello, Is that Autosales?
Yes,
Oh, good, Well, I'm calling about the new car I bought last week,
It won't start
Helpline:
Customer:
Helpline:
Customer:
Helpline:
Customer:
Helpline:
Customer:
Helpline:
Customer:
Helpline:
Customer:
Helpline:
Customer:
Helpline:
on.
Well, can you do something about it?
I'm new here, [ don't know much about cars, actually,
Well, could you put me through to someone who does?
No,
What do you mean, 'no'?
I mean, no, I can't. There's nobody else here,
Well, can I leave a message?
Yes, all right What's your name?
It's McCready, Alistair McCready,
Er, McWhat?
No, McCready, That's M-C-C-R-E-A-D-Y
Got it.
An right. Well, I'll be expecting your call, Goodbye,
Don't hold your breath'
2.5 W riting Formal and informal
correspondence
Output (page 31, Exercise 5)
Student A
You work in the Accounts Department at Relopharma, a medium-sized
pharmaceuticals company, Compose and send business email 1 below,
using appropriate style. When you receive an email from another student,
read it, then answer it following the instructions in Exercise 2, Continue in
this way until you have written and sent four emails.
•
Negotiating (page 73, Exercise 5)
Item
Points
Cost per person per night
2
more than $140zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQ
, $120 - $140
0
, less than $120
-5
Upgrade to executive suite, per person, per night
~O
2
• $25
1
• $10
-2
Number of participants
22
1
• 24
:2
• 26
3
Number of nights
7
1
· 8
2
• 9 or more
Free access to golf course
3
-1
7.4 S peaking P resentations - visuals
Presentation (page 95, Exercise 6)
Student A
Present the three slides on Ultraxport
would be a good acquisition.
and explain why this company
D You have
a problem with the accounts payable database - some entries
are disappearing, It looks like some kind of virus, but your anti-virus
software hasn't detected any problems, Write an email to your colleague,
Student B, in Information Systems, explaining the problem and asking for
help,
D You have received an email about an invoice from Student C at Nakisoft,
a software supplier, You have no records of this invoice in your database,
Write an email to Student B asking them to confirm the purchase and, if
appropriate, to obtain a duplicate invoice,
D You have received another email from Nakisoft about software training,
Write to Student B to complain: the week in question is impossible because
you have to close the accounts,
D You have
received an email from Nakisoft about a patch, Write a reply to
Student C explaining that the link on their website doesn't work.
3.3 G rammar Articles, relative clauses and
noun combinations
Definitions game (page 41, Exercise 9)
As
Help the other team guess the noun combinations below by giving
definitions using a relative clause, If you want to make it more difficult,
use synonyms instead of the exact terms in the noun combinations,
1
2
3
vertical writing languages
a management consultancy firm
a customer satisfaction survey
4
5
6
pilfer-proof packaging
stress-raising automation
a sandwich degree course
4.3 G rammar P resent tenses
Asking questions (page 53, Exercise 6)
Student A
D You are
interviewing Student B for a job at your sports club, Ask
Student B the right questions to obtain the answers below. Score one
point for each correct answer you receive,
1 At weekends,
2 Since I was at school.
3 Several years ago,
4 During the holidays,
5 No, only a few weeks,
6 The Economist
7 For two years,
8 ' No, not yet
9 In the next six months,
[0 No, J haven't
D YouzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
are being interviewed for a job at Student 6's community arts
centre, Answer the questions
they ask,
The zyxwvutsrqponmlkjihgfedcbaZYXW
Businesszyxwvutsrqpon
2,0
115
2.5 W riting
Formal
correspondence
Output
and informal
7.2 Vocabulary Business performance
Presenting
(page 31, Exercise 5)
Student B
You work in the Information Systems Department at Relopharma, a
medium-sized pharmaceuticals company. Compose and send business email
1 below, using appropriate style. When you receive an email from another
student, read it, then answer it following the instructions in Exercise 2.
Continue in this way until you have written and sent four emails.
D You want your software supplier, Nakisoft, to organize training on a
new software tool for your Accounts Department as soon as possible. Write
an email to Student C at Nakisoft asking them to contact Student A in your
Accounts Department with dates for the training.
D You have received an email from your colleague, Student A, in Accounts,
about a software problem. You think it could be a virus. Write an email to
Nakisoft explaining the problem and asking them to contact Student A
directly to resolve the problem.
D You have received another email from Student A about an invoice. Write
an email to Student C at Nakisoft apologizing for the delay and asking them
to send you a duplicate invoice.
D You have received another email from Student A about training. Reply to
Student A explaining that there is no alternative.
50
rumourS<'"
of merger
w ittr8astilQ
new
40
-marl(etsfn
I
~Asia
consolidation
acquired
cut
costs
V-
--g~':J!- . L~_9QOC!.,.
L_.
-resUltS
20
-------J ~ -
stock
m ~t
crash
successfully
resisted raid
10
o
~ ~* ~~
6.6 Case study Phoenix
Reading and discussion
(page 91, Exercise 9)
Student A
D Present Chanco's stock market history using the information from the
graph, explaining causes and effects.
~
(page 85, Exercise 4)
Group A - Port Katherine Planning Department
Read the email you have received and answer the questions.
& ~ ~ ~ ~ ~~ ~ ~ ~ ~ ~ zyxwvutsrqp
~
~
YEAR
D Listen to Student
8's presentation
of Bastilo Corp. and complete the
graph.
I:8:l
..
INBOX
I
REPLY.
; FORW ARD
..
Hi,
The Mayor has just received a letter from the Residents'
Association about the Phoenix project. They're very unhappy
about site A. They're concerned about the risks of large trucks
passing close to the school, as well as the noise and dust, etc.
As you know, the elections are coming up soon, so we don't
want to upset these people. However, Port Katherine desperately
needs new jobs and investment, so we can't afford to lose
Phoenix. They've also promised to get involved in community
projects, although we don't know yet exactly what that means.
The Mayor would like the Planning Department to set up and
chair a meeting with the Residents' Association and Phoenix to
talk things over and try to find an agreement. Could you arrange
that for us? A few words about the other sites: we've invested
a lot of money in the business park, site B, but for the moment
it's still costing us money. If Phoenix buy land on the business
park, we'll recover part of our investment, the residents will be
reasonably happy, and we'll benefit from higher tax rates than on
sites A or C. There's plenty of space for expansion (more jobs!)
and there's no access problem. We can make some concessions
on the pnce of the land if necessary. There are good reasons for
choosing site C, near the harbour. However, the big problem is
access. We'd have to build a new access road, which would be
very expensive.
Let me know how the meeting goes. Thanks a lot,
Duncan
Duncan Gillespie, Lord Mayor's Office, Port Katherine
1
2
3
4
5
116
50- ---------------------
40
1 ------------III
II:
~
.::I
- ----------------.
30
20
10 - ---------.
Who is the email from?
What is your role at the meeting?
Why is it important to keep the residents happy?
Why is the Phoenix project important for the town?
Which is the best site from your point of view?
1111'B
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
usine ss zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
----.--.-
Additional
material
4.3 Grammar Present tenses
7.4 Speaking Presentations - visuals
Present perfect and past simple (page 52, Exercise 3)
Presentation (page 95, Exercise 6)
Student B
You and your partner work for an international
clients are looking for:
Student B
Present the three slides on Piezoteknik labs and explain why this company
would be a good acquisition.
recruitment
1
a Spanish- speaking science graduate
2
an undergraduate with marketing experience
a graduate accountant, to be a future finance director
a French-speaking graduate in business
an arts undergraduate with experience in the Far East
a Portuguese-speaking graduate with experience in sales.
3
4
5
6
agency. Your
•
You have each interviewed and tested five candidates. 'Exchange
information with your partner to complete the tables and decide together
which candidates are most suitable for each request.
Candidate
Graduation
Work
experience
Management
potentia I test
last October,
Maths
car sales in
Argentina and
Brazil
A+
next summer,
Languages
marketing in
Australia and
Japan
A
last November,
Physics
call centres in
California and
Florida
B+
last September,
Business
financial services
in Mexico and
Quebec
B
last September,
Finance
computing and
accounts in
China
C-
Mr Salmon
Ms Bianco
Mrs Grey
Miss Rose
Mr Da Silva
Mr Green
Mr Schwartz
Miss Plum
Ms Violeta
Mr Braun
8.3 Grammar Prepositions
Speaking (page 105, Exercise 6)
2.1 About business Call centres
Debate (page 22, Exercise 6)
Role C
You are going
of the benefits
where agents
ideas, refer to
to take part in a debate. Try to convince the others group
of using a cloud-based approach for your new call centre
work from home, wherever they live. As well as your own
the following:
A cloud-based approach would allow your company to
radically reduce costs - you won't need to pay for the maintenance and
running of business premises
be more competitive by offering customers lower prices and better service
preserve jobs in production
hire the best staff because you won't be limited by where they arc located
offer a local service globally
offer more flexibility in terms of hours and working conditions
Student A
Choose six words from the list below and write them on separate small
pieces of paper. Hold a conversation with Students Band C on one of the
topics listed on page 105. The goal is to use ail six words in the conversation.
The first person to use all their words (with the correct preposition) is the
winner.
hear (v)
conform (v) rely (v) look forward (v) respect (n)
responsibility (n) dealings (n) substitute (n) objectzyxwvutsrqponmlkjihgfe
(v)
depend (v)
8.5 Writing Requests and reminderszyxwvutsrqponmlk
Output (page 109, Exercise 6)
Student A
You work at Red Sea Products Inc, a manufacturing company in Saudi
Arabia. Compose and send business email 1 below, using appropriate
style. When you receive an email from another student, read it, then
answer it following the instructions in Exercise 2. Continue in this way
until you have written and sent four emails.
D You have
worked for several years with Beefeater Shipping Corp
(Student B), who ship your products all over the world. You currently
pay them at 60 days, and you almost never pay late. However, your own
customers are paying more and more slowly. Write to Beefeater asking them
to increase your credit period to 90 days.
D You have received an email from Canada Import Co (Student C), one
of your best customers. Reply, agreeing to their request, but reminding them
politely that they haven't paid a bill from last quarter.
D You have received a reply from Beefeater to your request in Exercise 1.
Send a cheque and an apology, or ask for more time. explaining why you
can't pay for the moment.
o You have received
a reply from Canada Import to your reminder in
Exercise 2. If they sent a cheque, send a friendly reply, thanking them for
the payment and reminding [hem that your payment terms for open account
trading are strictly 30 days and no more. If they didn 't send a cheque, send a
final demand threatening legal action, and suspending the decision to trade
on open account.
The zyxwvutsrqponmlkjihgfedcbaZY
Business 2.0
117
1.2 Vocabulary
responsibility
Defining
words
W ork organization
and
Roleplay
(page 13, Exercise 8)
Student B
Student A will give you definitions for 1, 3, 5, 7 and 9 to help you
complete the crossword. Give Student A definitions for 2, 4,6,8 and 10.
r,:--
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15
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1.6 C ase study C ounselling
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1.3 G rammar Past tenses and advice
structures
G iving advice (page 15, Exercise 9)
Student B
D
Your partner will tell you about their problems. Suggest two or three
alternatives for each problem. Use the expressions in the box to help you.
Have you tried -ing ... ? Have you considered -ing ... ?
How about -ing ... ?
Have you thought of -ing ... ?
You could ...
Why don't you ... ? You might want to ...
(page 21, Exercise 6)
Problem holder B: Birmingham
You were hoping that the UK would be an exciting centre of popular culture,
but after two months in Birmingham, you are not enjoying life. You live
several miles from the city centre, and seem to spend a lot of your time 011
dirty, uncomfortable buses. The weather is depressing; cold, grey and wet,
and the food is bland and fatty with few fresh vegetables. You caught a cold
soon after you arrived and it seems impossible to get rid of it. People at work
are friendly, but the local accent is really difficult to understand. You are
finding it difficult to make friends with English people, mainly because their
idea of having a good time is going to a noisy pub and drinking as much as
possible, or watching football, which you hate. You are starting to feel lonely
and depressed; you are seriously thinking of giving up and going home.
2.1 About business C all centres
Debate
(page 22, Exercise 6)
Role B
You are going to take part in a debate. Try to convince the others in your
group of the advantages of setting up a call centre in your own country
and the disadvantages of other solutions. As well as you own ideas, refer
to the following:
Setting up your call centre in such a location would allow your company
to:
offer the best possible service, tailored to local needs
create jobs and help the local economy
ensure local success and acceptance of your business
Outsourcing makes customers angry due to
· language and cultural problems
• operators not having sufficient local knowledge.
Outsourcing is responsible for
job losses in industrialized countries
exploitation of desperate workers in developing countries
· emphasizing inequalities between North and South/East and West
· encouraging unrealistic expectations in the developing world.
o You have
Using cloud-based technology where everyone works from home means
there is no sense of team or company spirit, it is more complicated to
monitor and product knowledge development and training are more difficult.
1
6.6 C ase study Phoenix
recently started work in a government department. Ask
your partner for advice about the problems below, and react to their
suggestions. Use the expressions in the box to help you.
2
3
4
5
Your boss doesn't trust you: she checks every document you write and
always manages to find something wrong.
You are frustrated by all the procedures you have to respect: even the
simplest tasks seem to take a long time.
The atmosphere in the office is very sam bre: your colleagues are all much
older than you.
You find it difficult to sleep at night because your job is so stressful.
You hate writing reports, but it's all important part of your job.
Reading
and discussion
(page 85, Exercise 4)
Group B - Port Katherine Residents'
Read part of a letter your association
the questions.
Association
has sent to the Mayor, and answer
... deeply concerned about plans to build a recycling centre on
a site close to our school and a quiet residential area.zyxwvutsrqponmlkjihgfed
The idea of
monster trucks on a narrow road used by small children to walk
to school is frankly terrifying and completely irresponsible.
Moreover, the risks and nuisance to the school and the
surrounding
residents from noise, smoke, fumes and dust are
totally unacceptable,
not to mention the fire hazard and risk of
soil contamination
from so many flammable
and toxic materials.
The residents are prepared to take whatever measures are
4.3 G rammar Present tenses
necessa ry to resist the choice of site A.
If the recycling centre must be built in Port Katherine (surely
Asking questions (page 53, Exercise 6)
Perth, as a large industrial city, would be better for business?),
Student BzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
site C is clearly a far more logical and environmentally
rational
D You are being interviewed for a job at Student A's sports club. Answer
choice. This site is in an industrial environment,
on land which is
the questions they ask.
currently derelict and worthless, with the appropriate
fire and
You are interviewing Student A for a job at your community arts
emergency services close by, and offers the added advantage
centre. Ask Student A the right questions to obtain the answers below.
of convenient transport
by sea as an ecological and economical
Score one point for each correct answer you receive.
alternative
to monster trucks. As for the choice of site B, surely
1 Yes, I am.
6 Yes, almost.
it would make the business park less attractive to other, less
2 By bus.
7 Tomorrow morning.
industrial, companies?
3 Three times a day.
8 Yes, several times.
As the elections approach, we, the residents of Port Katherine,
4 Business English.
9 No, not at the moment.
trust that you will take the necessary measures to ensure that ...
5 A long time ago.
10 Since the beginning of the year.
I'm having problems with ...
Can you give me any advice?
Do you have any ideas about how to ... ?
What do you suggest I do about ... ?
I just can't seem to
What would you do?
I see what you mean, (but ...)
You've got a point, (but ...) You may be right, (but ... )
OK, point taken.
Yes, you're quite right.
o
I
2
3
4
5
118
J'lJC
How do the members of your association feel about the environment?
What docs your association have in mind when it says 'whatever
measures are necessary to resist the choice of site A'?
Why do you think the M ayor and the Planning D epartment have to take
your association seriously?
Which is the best site from your point of view?
What are your objectives at the meeting?
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
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2.0
,
Additional
material
•
2.4 Speaking D ealing with problems
by telephone
5.6 C ase study St John's Beach C lub
Giving instructions (page 28, Exercise 1)
Student B (buyer)
Negotiate the best deal possible with the travel agent (Student A). Remember
you cannot exceed a global budget of $28,000.
Score points as indicated for each item below.
Student B
Student A will give you instructions to draw a symbol in Grid 1. Without
saying what it represents. give Student A instructions to draw the symbol
in Grid 2.
13
14
30
40
15
50
16
60
17
70
18
80
90
19
99
88
77
66
44
55
33
22
11
10
9
8
A
_ B
C
(
Speaking (page 105, Exercise 6)
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Student B
Choose six words from the list below and write them on separate small
pieces of paper. Hold a conversation with Students A and C on one of the
topics listed on page 105. The goal is to use all six words in the conversation.
The first person to use all their words (with the correct preposition) is the
winner.
insist (v) commentzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONM
(v)
complain (v)
apologize (v) effect (n)
involvement (n) access (n) demand (v) attend (v) result (v)
R\
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-
v
8.5 W riting R equests and reminderszyxwvutsrqponmlkjih
\- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONM
Writing (page 109, Exercise 6)
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2.5 W riting Formal and informal
correspondence
Output (page 31, Exercise 5)
Student C
You work at Nakisoft, a small company specializing in accountancy
software. Relopharma is your biggest customer. Compose and send business
email 1 below, using appropriate style. When you receive an email from
another student, read it, then answer it following the instructions in Exercise
2. Continue in this way until you have written and sent four emails.
D You have
not received payment for your invoice 6695 KF for software
you supplied four months ago. Write a polite email to Student A in
Relopharma's Accounts Department asking if there is a problem.
o You have received
an email (rom your customer, Student B,in
Relopharrna's Information Systems Department. Write an email to Student
A telling them that, as requested by Student B, you have set up the training
for week 52.
D You have received another email from your customer, Student B. The
problem is caused by a Trojan which is undetected by anti-virus software,
The solution is to download a patch from your website and install it on each
Pc. Write an email to Student A explaining what (0 do.
D You have
Item
Points
Cost per person per night
more than $140
0
· $120 - $140
2
· less than $120
4
Upgrade to executive suite, per person, per night
$50
0
· $25
1
3
- $]0
Number of participants
22
o
2
- 24
- 26
3
Number of nights
7
o
1
· 8
• 9 or more
3
Free access to golf course
1
8.3 G rammar Prepositions
2
D
Negotiating (page 73, Exercise 5)
received an email from Student B about an invoice. Write a
reply to Student B attaching the document requested.
Student B
You work at Beefeater Shipping Corp, an international freight forwarding
company. Compose and send business email 1 below, using appropriate style.
When you receive an email from another student, read it, then answer it
following the instructions in Exercise 2. Continue in this way until you have
written and sent four ernails.
D You have
recently shipped several containers of goods bought by Canada
Import Co (Student C) from your customer Red Sea products Inc (Student
A) to your warehouse in New York. Canada Import were supposed to collect
the containers two months ago, but they are still in your warehouse. Write
to Canada Import, reminding them about the containers and offering to ship
them to Canada for $].20 per mile per container, payment at 30 days.
D You have
received an email from Red Sea Products. Reply, agreeing to
their request, but reminding them politely of an invoice for $10,000 which is
overdue.
o You have received
a reply from Canada Import to your email in Exercise
1. Write a reply, either agreeing to or refusing their request. and reminding
them that the space their containers arc occupying in your warehouse is
costing you money, so you need a quick decision on your offer to ship them
to Canada.
D You have
received a reply from Red Sea Products to your reminder in
Exercise 2. If they sent a cheque, send a friendly reply, thanking them for the
payment and reminding them that the new terms of 90 days mean strictly
90 days and no more. If they didn't send a cheque, send a final demand
threatening legal action, and suspending Ihe decision to increase the credit
period to 90 days.
tt» zyxwvutsrqponmlkjihgfedcba
Business 2.0
119
1.4 Speaking
Roleplay
M eetings
one-to-one
(page 17, Exercise 7)
7.2 Vocabulary Business performance
Presenting
Student B
Student
D
D
You are Student As supervisor at the R&D laboratory of a Finnish
electronics company. In Finland, people like to concentrate hard on their
work so that they can finish early and go home to enjoy sports and leisure
activities. You have called Student A to an informal meeting because some
members of your team have complained about him/her: they say that they
can't organize the work efficiently because Student A always arrives late. He/
She disturbs their concentration by talking loudly to friends on the phone,
singing and whistling. He/She eats and drinks in the lab, which is against
company rules, takes long breaks and wears unsuitable clothes. Hold an
informal meeting with Student A to advise him/her on how to adapt to the
local work culture.
Start the meeting by asking Student A if he/she is enjoying the job.
Listen to Student A's presentation
of Chanco and complete the graph.
50
40
I/)
D You are a new employee at a large travel agency in Australia. You comc
~
from Vietnam, where modesty and discretion are highly valued. You feel that
some of your Australian colleagues have no respect for management: they
are always giving their personal opinions in meetings, they call everybody
by their first names, even managers, and spend more time talking about
rugby or cricket than working. Your supervisor, Student A, is a demanding
manager who has set your department ambitious objectives; you are trying
to do your best to compensate for your colleagues' inefficiency, so you work
late in the evenings and at weekends. Consequently, you have no time to
socialize with other people in the company. You are not sleeping enough,
so you have to drink a lot of coffee to stay awake, and you feel very stressed.
Take the opportunity of the meeting your supervisor has asked for to suggest,
respectfully, that your colleagues should take their work more seriously.
g
1.6 Case study Counselling
(page 91, Exercise 9)
B
30
20
10
o
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~
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~
~
~
~
~
~
~
~
~
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~
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Y EA R
D Present Bastilo's stock market history using the information
graph, explaining
from the
causes and effects.
Roleplay (page 21, Exercise 6)
Problem holder C: Chicago
After two months in Chicago you feel miserable and exhausted. You come
from a small, quiet town in the country. The noise and the speed of life in
Chicago are driving you crazy. You work in an enormous open-space office
in a large insurance company, where you are constantly disturbed and find
it impossible to concentrate. Your manager is not satisfied with the quantity
of work you are producing and told you very directly that you weren't
working hard enough. You feel stressed out and are suffering more and more
from severe headaches. You would like to go and walk in a park to relax
after work, but it's too dangerous to walk the streets at night. You live at
the YMCA. Your neighbours and colleagues are very friendly, and they are
always inviting you out in the evenings and at weekends, but they want to go
dancing or play sports and you just need to rest and relax.
50
A
40
ll!
30
~
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20
,
company
undQrValued
ali"otallon
8.3 G rammar Prepositions
Speaking
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
10
(page 105. Exercise 6)
Student C
Choose six words from the list below and write them on separate small
pieces of paper. Hold a conversation with Students A and B on one of the
topics listed on page 105. The goal is to use all six words in the conversation.
The first person to use all their words (with the correct preposition) is the
winner.
succeed (v)
solution (n)
consent (v) wait (v) sympathize (v) tax (n)
comment (v) damage (n) invest (v) consist (v)
8.5 W riting Requests and reminders
W riting
(page
109, Exercise 6) zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQ
Student C
You work at Canada Import Co, a company which imports goods from all
over the world to North America. Compose and send business email 1 below,
using appropriate style. When you receive an email from another student,
read it, then answer it following the instructions in Exercise 2. Continue in
this way until you have written and sent four emails.zyxwvutsrqponmlkjihgfedcbaZYX
D
You have worked with Red Sea Products Inc (Student A) for more
than two years and you are one of their best customers. Until now you
have paid by Bill of Exchange at 60 days, but you would prefer to trade on
open account in order to have more flexibility. Write to Red Sea Products
requesting this change.
D
You have received an email from Beefeater Shipping Corp (Student B)
offering to ship your containers from New York to Canada. Your current
forwarding company charges $1.10 per mile per container and allows you to
pay at 60 days. Write to Beefeater enquiring if they can improve their offer.
D
You have received a reply from Red Sea Products to your request in
Exercise 1. Send a cheque and an apology, 0" ask for more time, explaining
why you can't pay for the moment.
o You have received
a reply from Beefeater to your enquiry in Exercise 2.
If their terms are now satisfactory, write an email confirming the order for
shipping your containers to Canada. If the terms are not satisfactory, write
an email rejecting their offer, apologizing for the delay in collecting your
containers and promising to have them collected by next week.
120
Tbt'BusinesS2.o
Additional
3 .3 G ra mma r Article s, re la tive
noun combina tions
cla use s a nd
Bs
Help the other team guess the noun combinations below by giving
definitions using a relative clause. If you want to make it more difficult,
use synonyms instead of the exact terms in the noun combinations.
1
3
a dead-end job
brand-building packaging
material-saving carton
4
5
6
•
7 .4 S pe a king P re se nta tions - visua ls
Presentation (page 95, Exercise 6)
Definitions gam e (page 41, Exercise 9)
2
material
Student C
Present the three sJides on Yarax Sports and explain why this company
would be a good acquisition.
call centre wages
newly empowered advisers
email risk policy
5 .4 S pe a king N e gotia tions
- ba rga ining
Negotiating (page 69, Exercise 9)
Student B
Harty Petersen's application service provider, Holman Multimedia, has
gone out of business, taking with it Harry's site which was turning over a
thousand dollars per day. Harry needs to hire a new provider. This time he
is determined to negotiate a contract which will protect his business if there
are problems. You represent Easytail. a new supplier. Your boss has given
you a list of points to negotiate below. Try to negotiate more 'Ideals' than
'Unacceptables'.
Ideal
Acceptable
Unacceptable
Set-uptime
> 2 weeKs
2 weeks
< 2 weeks
Cost
15% more than
Holman
same as Holman
less than
Holman
Payment terms
< 30 days
30 days
> 30 days
Contract
> 18 months
12-18 months
< 12 months
Penalties if site
is offline
no penalties
20-30%
of average
turnover
> 30% of
penalties if
contract is
broken
no penalties
20% of turnover
for 1 month
average
turnover
> 20% 0"1
turnover for
1 month
8 .2 V oca bula ry Inte rna tiona l
pa yme nts
6 .6 C a se study P hoe nix
Defining words (page 103, Exercise 7)
Reading and discussion (page 85, Exercise 4)
Student B
Student A will give you definitions for 1, 2, 4, 6, 7 and 9 across to help you
complete the crossword. Give Student A definitions for 1, 3, 5 and 8 down
and 10 and 11 across.
Group C - Phoenix
Read the email from Head Office in Sydney and answer the questions.
C8J
...
INBOX
REPLY"
FORWARD"
Hi,
JUS1 a few words about the meeting In Port Katherine. We want
you to represent Phoenix in the best possible light ~ 'Operation
(harm and Diplomacy'. remember) We need to make friends
and to sell the benefits of having a Phoenix recycling centre
in their town: protect the environment. new jobs. investment.
growth, higher protile tor the town, taxes. involvement
in community projects, etc. By the way, on the subject of
community projects, find out what they're interested in, but try
not to make any expensive commitments, OK!
Port Katherine will be our centre tor most of Western Australia
In the long term. it could become the largest recycling centre
on the continent, so it's pretty important for us. It's a good site
for us, but they need us more than we need them. If things get
difficult, we can go somewhere else.
Site A has the best access, but there's the problem of the school.
Site B is expensive, and it's not flat, which means that limiting the
risk of contamination by fluids is more difficult. Site ( has poor
access. unless the town builds a new access road. And I don't
think they've really understood what having a recycling centre in
the middle of the town would mean. Obviously, as we have our
own trucking division, transport by sea is not an option for us.
Anyway, I know you'll do a good job. Let me know how the
meeting goes.
Justin
1
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What are your objectives at the meeting?
What sort of community projects do you think Phoenix could support?
What are Phoenix's plans for Port Katherine's future?
Which is the best site for Phoenix?
What arguments can you use against choosing the other sites?
71JCBusiness2..o 121
Gram m ar
and practice
I
1 C orpora te culture
o Put one verb into the past simple and one into the
P a st te nse s
D
Reada diary entry written by Joelle,a student on a
work placement. Of the verbs in bold, identify which are
examples of the:
past simple
past continuous
past perfect.
I was doing my work placement in a large bank near
past perfect in each sentence.
1 Before I
(get) my full-time job at the bank, I
____
(already/work) there for several months as
an intern.
2 It's OK, don't worry, I
Gust/finish) revising
for my exam when you
(call).
3 It
(be) so nice to talk to Eva yesterday. I
~
(not/see) her for ages.
4
(not/meet) a man like Fabio before. He
really
(listen) to me.
to where I live. I was working in the back office (I had
I) It may not be necessaryto use the past perfect if you
asked to do something where I could deal directly
use b e fo re or a fte r to make the time sequenceclear.Both
underlined forms are correct:
with clients, but they said no). Anyway, one day
Before I arranged the doctor's appointment, I spoke / had
spoken to my su p e ro iso r.
something really awful happened. My supervisor
had given me some client information to enter 'Into
a database, and I was filling in the various -Aelds on
Underline the correct forms in bold. Sometimesboth are
correct, sometimesonly one.
the screen. While I was entering the information,
1
I
suddenly saw a name I recognized - it was a friend
from school called Sylvie. It seems that
she had
applied fo r a loan to have some cosmetic surgery! Of
course, the bank had strict
confidentiality
But, even so, I wish that
i
I!
3
rules and
the next time I saw Sylvie I didn't mention anything.
I
2
I hadn't found out about it.
4
I understood the marketing part of the course much
better after my internship finished / had finished.
The traffic was terrible, and when I got there the
meeting already started / had already started.
Before I was promoted to Sales Director, I was / had
been a sales consultant in our main city-centre branch.
By the end of the course I realized that I bought / had
bought over a dozen books.
o
Match the time expressionson the left with the tense
they are often used with on the right.
o Complete the summariesof the main use of each
1 while
2 already, by the end of
tense in Exercise1 by writing the correct tense name in
eachgap.
3
last year, two months ago
a) past simple
b) past continuous
c) past perfect
T e lling zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
a story zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
• You usethe
to showthat one event
happenedbefore another.
• You usethe
to describean activity in
progressthat gives the backgroundto the main events.
• You usethe
to describethe main events of
the story.
D Put one verb into the past simple and one into the
past continuous in eachsentence.
(revise) for my Economics exam when you
___
(call).
2 I'm sorry, I
(not/hear) what you said. I
~
(read) this article about Johnny Depp.
3
(see) Eva yesterday. She
(talk) to
some friends outside the library.
4 While I
(work) in the bar last summer I
____
(meet) this guy called Fabio.
1
II Look at the sentencesin Exercise3 again. In general,
does the activity in progress(past continuous):
1 stop when the main event happens? or
2 continue after the main event happens? or
3 either 1 or 2 - we only know by the context.
122
T/Je Business 2.0
D
When you tell a story, you can use the word zyxwvutsrqponmlkjih
anyw ay
to:
1
2
change the subjectzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONM
or
return to a previous subject.
Find the word anyway in Exercise 1 and say how it is used.
II When you tell
a story, you can use the words in the
box. Find pairs with the same meaning.
actually after that
apparently eventually
in fact
in the end it seemsthat
obviously
of course the nextthing that happenedwas
Grammar
5E Read
a story written by Janek, a student who had
a holiday job. Put the verbs into the correct form: past
simple (x7), past continuous (x3) and past perfect (x4).
One day last summer I (1)
(work) in a bar on the
beach. I (2)
(just/leave) school and I was young
and naive. Anyway, on that day I (3)
(serve) the
drinks by myself - my other colleagues (4)
(not!
arrive) for work yet. A man (5)
(come) up to the
(ask for) 'a whisky on the rocks'.
counter and (6)
I (7)
(want) to be helpful, so 1 filled a glass with
whisky, (8)
(take) it over to where he
(9)
(sit) with his friends and (10)
_
(place) it on the rocks next to him. The next thing that
happened was they all started laughing and laughing. [
(11)
(never/be) so embarrassed in my life. Of
course, when I realized my mistake 1 (12)
(see)
the funny side as well, and in the end everything
(13)
(be) OK. In fact, by the end of the evening,
I (14)
(become) friends with them all. But, even
today, when I hear the phrase 'on the rocks' it reminds me
of that day.
m A story is often
1
2
3
4
told in four stages:
m Correct the
mistake in each sentence.
1 You should to cia it today.
2 You ought do it today.
3
He shoulds do it today.
4 Do I should do it today?
m You can give advice
using both must and should:
You must speak to your supervisor.
You should speak to your supervisor.
Which sentence means: 'It's a good idea to speak to
your supervisor'?
Which sentence means: 'It's necessary to speak to your
supervisor'?
2
m Complete
the sentences by using the verb apply in its
correct form (apply, to apply or applying).
1 Why don't you
2 How about
3
You ought
4 You should
for that job?
for that job?
for that job.
for that iob,
replies from 1 (agreement)
to 4
(disagreement).
In [celle's diary entry in Exercise 1, the four stages are:
1 from I was doing ... to ... said 110.
2 from Anyway
to
surgery'
3
from Of course
to
anything.
4 from But even so ... to ... about it.
o No. that's not a good idea.
o That might be worth trying.
o I'm not sure about that because
o That sounds like a good idea.
o
1
2
3
4
o
to
to
to
to
...
Should and must are examples of modal verbs. Other
modal verbs are: can, could, will, W OUld,m ay, might and
shall. Modal verbs have special characteristics:
Identify the four stages in Janek's story in Exercise 10.
from
from
from
from
•
A dvice structure s
m Grade these
Background situation
Problem
Solution/resolution
Comment
and practice
_
_
_
_
m Write a short
story about something that happened
to you while you were at work, for example:
while you were doing a holiday job
while you were doing an internship
while you were helping a family member.
Before you begin, look again at the diary entry in 1 and the
story in Exercise 10. Also, use the vocabulary in Exercise 8
and Exercise 9 to help you.
They are 'auxiliary verbs'. This means they are used
with another main verb.
You should learn to set goals.
Two modal verbs cannot be used together.zyxwvutsrqponmlkjihgfed
N O T~
o
o
o
They are followed by the infinitive without to.
N O T / zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFE
must to meet him.
They only have one form, so there is no third person -s,
no -ing form and no -ed form.
To make a question you put the modal verb in front of
the subject.
Should I ... ?
o
Can I ... ?
To make a negative you put not after the modal verb
(often shortened to -ri'r)
You shouldn't ...
You can't ...
Modal verbs are used to express ideas such as advice,
ability, obligation, probability. The same modal verb can
have different meanings.
/lJI· Business 2.0
123
2 C ustom e r
support
Y e s/N o que stions
W h- zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
que stions
D
D You make questions beginning
Complete the table with these auxiliary verbs: are,
did, did, do, does, had, had, has, have, is, was, were,
would.
Presentsimple
____
you work there?
shework there?
Present
continuous
____
you working there now?
he working there now?
Pastsimple
____
you work there before?
shework there before?
Pastcontinuous
____
you working there then?
he working there then?
Presentperfect
____
you everworked there?
sheever worked there?
Pastperfect
____
you alreadyworked there?
she alreadyworked there?
Modals
you work here next year?
Now complete the rule using these words: subject,
with Wh- or How to
ask for more information. Complete the text using two of
the following items in each gap.
How how far
How much
will
are do does will
What
Why
Providing back office functions for global business is vital
for India's economy. (1)
India earn from this per
year? About $2 billion. (2)
so many companies
outsourcing to India? The answer is simple: it's cheaper.
But (3)
this process go? Surprisingly,not much
further, at least as far as India is concerned. The problems
are poor infrastructure, labour shortages and, in particular,
wage inflation. (4)
we know there will be a
problem? Because the same thing happened before: to
Ireland in the 90s. So (5)
companies do? They
will simply outsource their business processes to other
countries, such as the Philippines, Malaysia, Vietnam and
Eastern European nations.
D Compare how
What and Which are used. Then
complete the sentences below using What or Which.
main verb, auxiliary verb.
•
•
-----+-----+-----
o Read Frank's answers in the telephone conversation,
then write Geeta'squestions using the same tense.
Geeta:
Frank:
Geeta:
Frank:
Geeta:
Frank:
Geeta:
Frank:
Geeta:
Frank:
D
(1)
this software from us?
Yes,I bought it from you.
(2)
a guarantee?
Yes,[ have a two-year guarantee.
(3)
restarting the computer?
Yes,I've tried doing that.
(4)
at your computer right now?
Yes, I'm sitting at my desk.
(5)
the software again, please?
No, I won't reinstall it again' I thought you were a
helpline, but you're not being very helpful.
Underline the correct short answers.
1 Do you work in customer support?
Yes, 1 work. I Yes, I am. I Yes, I do.
2 Are you working in customer support now?
Yes, I work. I Yes, I am. I Yes, / do.
3
Did you work in customer support before?
No, I didn't work. I No, I didn't.
4
Have you ever worked in customer support?
No, 1 never worked. I No, I haven't.
noun
Which +
zyxwvutsrqponmlkjihgfedcba
What + noun
Youform yeslno questionsusing:
things
wide choice
____
____
3 ____
Sunday?
4 ____
1
2
people and organizations
limited choice
type of car do you drive?
university do you go to?
day would be best for you: Saturday or
time shall we meet? I'm free all day.
Sometimeswho, what or which isthe subjectof the
sentence.In this case,you don't usean auxiliary verb.
Who told you? NOT V lhe did tell you?
What happened? NOT W hat did happefl?
D Match the questions with
the answers.
1
2
3
4
a)
b)
c)
d)
Who called?
Who did you call?
Who got the job?
Which job did he get?
The one he wanted.
Pete got it.
I called Mary.
Alice called.
o Write the questions for the answers given.
1 ________
at the station?
I met Sue.
at the station?
2 ________
Sue met me.
3
at the training day?
It was really interesting.
Thierry spoke.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
4
abo~?
He spoke about how to set up a small business.
124 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
ti» zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Grammar
M a king re que sts
G iving instructions
II Saying
IE Match
Help m e with m y bags! or even Help m e with
m y bags, please! can sound too direct. Instead, use:
phrases 1-5 with a definition
1 You can do it.
You might have to do it.
3 You don't have to do it.
4 You mustn't do it.
5 You have to do it.
2
Polite request forms
Can/Couldyou help me with m y bags?
W iIIlW ouldyou help me with m y bags?
Do you think you could help me with m y bags?
I wonder if you could help m e with m y bags.
I was wondering if you could help me with my bags.
Add the word possibly in the correct place in this
sentence:
I wonder if [ could leave a few minutes
early today?
Fill in the missing letters to make two more polite
request forms.
a) I'd be really g
I if you could help me.
b) I'd really a
e it if you could help me.
2
a)
b)
c)
d)
e)
and practice
•
a-e.
0
0
0
0
0
It's necessary to do it.
It's OK - you're allowed to do it.
It's not necessary to do it.
I'm telling you not to do it.
It's possible that some action is necessary.
SIS
Choose the three phrases from the first group in
Exercise 13 that mean the same as:
1 Don't do it!
2 You need to do it.
3 You needn't do it.
D
Read the contexts 1- 4 then match each one with an
appropriate request form a-d.
1 asking for help from a friend who should be helping
you, but isn't 0
asking a small favour of your brother/sister 0
3 asking a small favour of a colleague who is doing
something else 0
4 asking a big favour of a senior colleague who is doing
something else 0
2
a)
b)
c)
d)
Can you give me a hand?
Come on, give me a hand here!
I was wondering if you could possibly give me a hand.
Do you think you could give me a hand?
[Ill When
you agree to a request, 'OK' can sound too
relaxed and informal. There are other more customerfriendly alternatives. Fill in the missing letters.
Youdon't have to do it.
Youneedn't do it.
• To say it is necessary not to do something, use:
Youm ustn't do it!
Don't do it!
m In the
affirmative, you zyxwvutsrqponmlkjihgfedcbaZYXWVUT
have to and you must are
very similar. But notice from the box above that, in
the negative, you don't have to and you m ustn't are
different.
Complete the text below using have to, don't have
or m ustn't.
Can you give me a hand?
1 Yes,__ c
2 Yes,c
• To say it is necessary to do something, use:
You have to do it.fYou'li have to do it.
Youneed to do it/You'll need to do it.
(The forms with '1/ are more inforrnal.)
• To say it is not necessary to do something (i.e. there is
a choice), use:
.
y.
to
You (1)
work in customer support but, if you do,
then you will sometimes be faced with very angry caners.
Luckily,there are some techniques to help you. First, you
Match the first part of the phrase with the last part
(2)
interrupt while the other person is speaking.
to make requests using m ind.
They need to be able to express what they are feeling. Of
course, if they're angry,then the message may get confused,
1 Do you mind if I ...
a) closed the window?
so
when they finish, you (3)
ask short, simple
2 Would you mind ifI ...
b) closing the window?
questions to establish the facts. Most companies insist that
3 Would you mind.
c) close the window?
accept any legal
during this first call you (4)
responsibility for the problems, but that's OK - you
Requests with m ind mean: 'Is it a problem for you?'
(5)
. You can, however, still be sympathetic and
So answering 'no' means: 'no problem'.
try
to
help.
Above
all, your attitude is important - you
W ouldyou m ind helping me with this software?
(6)
be
calm
and patient at all times.
No,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
not at all.lNo, of course not.
3
Yes, S
.
m
IE
If you want to refuse any kind of request, you can
say:
A
right now.
/ To be h
, it's a bit inconvenient
neBusiness
2.0
125
3 P roducts a nd pa cka ging
Article s
D e fining
D
II
Complete the sentences using the, an or no article.
I have _ idea. Let's develop _ completely new model
with extra features - we could call it 'Premia'.
Of course, it would sell at _ much higher price.
2 When we launch _ new 'Premia' model, we will have
to redesign _ packaging. We want to differentiate it
from _ standard model we sell now.
3 Anyone who works in _ marketing will tell you _ packaging is very important - _ products don't
just sell themselves.
o Complete the grammar rules using the,
a/an or
Fill in the gaps using the or a/an.
1 I've brought with me _ mockup of our latest GPS
device - _ mockup shows how compact the new
product will be.
2 I'd like to finish _ presentation by telling you _
story.
3 Have you heard about _ MP-bunny? It's _ electronic
rabbit that dances and talks.
4 We've developed _ great new product - _ idea came
from our R&D department.
D
1 FedEx® is an international company. It operates in the
transportation business.
Charlie Wang is a dynamic man. He runs the New
China Packaging Company.
R e la tive cla use s w ithout
the re la tive
pronoun
III Look at the two
joined sentences with the underlined
relative clausesin the box in Exercise5.
In one of the sentences you can leave out the relative
pronoun. Write the whole sentence again, without any
relative pronoun.
Fill in the gaps using the where necessary.
1 People say that _ money makes _ world go round.
2 _ money we spend on _ market research is only a
small part of our whole budget.
3 _ football these days is much more commercialized
than _ football they played 20 years ago.
4 _ plastic is often used as a packaging material, and
_ plastic we use is 100% biodegradable.
126
Read how to join two short sentences.
Join the sentences below. Write both relative pronouns.
2
D
cla use s
Hereis the package.We designedit lastweek.
~ Here is the package which/that we designed
last week.
(NOTHere is the package which we designed H:
last week.)
Here isthe CV of the Portuguesecandidate.Shegot
the job.
~ Here is the CV of the Portuguese candidate who/that
got the job.
(NOTHere is the CV of the Portuguese candidate who
me got the job.)
The underlined phrasesare relative clauses.
Thewords in bold are relative pronouns.You usewhich
for things, who for people and that for both things and
people.
(In speech,that is more commonfor things, and who is
more commonfor people.)
no article.
You use
when the listenerdoesn't know
which personor thing you are talking about because:
• you are mentioning it for the first time or
• it is not specific.
2 You use
when it is clearwhich personor
thing you are talking about because:
• it's clear from the context or
• there is only one or
• you havealready mentioned it.
3 You use
when you are talking generally.
re la tive
IhcBusiness 2.0
o Underline the correct words inzyxwvutsrqponmlkjihgfedcb
bold to make a rule.
Think about your last answer and look again at the box
above to help you.
• Youcan leaveoutzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
who, which or that in a defining
relative clauseif they are followed immediately by
a verb zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONML
I a pronoun I a noun.
• You must keep who, which or that if they are followed
immediately by a verb / a pronoun / a noun.
Grammar
zyxwvutsrqponmlkji
and p rac ti c e .
N oun com bina tions
R e la tive cla use s with zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
whose
III The relative
pronoun whose shows possession. Read
the examples in the box.
m
Read the information about noun combinations in
the box.
A credit card is a card used for getting credit.
A company credit card is a card used for getting credit
that has been provided by a company.
An insurance document is a document that shows you
have insurance,
A travel insurance document is a document that shows
you have insurancefor travel.
FedEx®is an international company. Its reputation is
very good.
7 FedEx is an international company whose reputation
is very good.
Charlie Wang is a dynamic man. His ideasabout business
are very interesting.
7 Charlie Wang is a dynamic man whose ideas about
business are very interesting.
So,the main noun comesat the end, and any others
describe it.
Combine these sentences using whose.
An adjective can come at the beginning. The examples
below are all two-part adjectives.
a long-lasting printer cartridge
a high-quality water treatment system
a six-month government training course
These are the views of the consultants. Their report was
used by the government.
2
l
Look at this article about that German manufacturing
company. Their production was outsourced to Slovakia.
Make two-word noun combinations from the words in
each group.
P re positions in re la tive
cla use s
D
Tick (.I) the two sentences that are in modern spoken
English.
1
2
3
4
M icrosoft® is a company about which I know quite a
lot.
M icrosoft is a company which I know quite a lot about.
The person to whom I spoke was called Sandra.
The person I spoke to was called Sandra.
Normally you put a preposition at the end of the relative
clause (although this may not be the end of
the sentence),
The word whom following a preposition is rare in
modern English. It sounds very formal.
1
rate
in fla tio n
2
force
focus
task
group
3
forecast
aid
hearing
sales
4
leader
stock
market
control
5
price
feedback
customer
range
re la tive
cla use s
noun combinations by putting the
words in the correct order.
1
2
[Ill Read the examples of non-defining relative clauses in
4
5
the box.
6
FedEx@,which is one of America's largest companies,
has its head office in Memphis.
Charlie Wang, who is President of New China Packaging,
has some interesting ideas about cross-functional teams.
Underline the correct words in bold to make rules.
product
m Make three-word
3
N on-de fining
features
inflation
ra te , p ro d u ct fe a tu re s
product
hero
development
engineer
feedback
construction
team
film
strategy
computer
program
bridge
design
action
staff
software
customer
project
m
Choose the best adjective to put at the beginning
of each noun combination in Exercise 12. Find a solution
that uses each adjective once only.
hard v~efkiflg
long-term
nice-looking
over-budget
self-employed web-based
1 a zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDC
h a rd -w o rkin g p ro d u ct d e sig n te a m
• A non-defining relative clause identifies exactly
2 a
_
which person or thing we mean I simply adds extra
3 a
_
information.
4 a
_
• In a non-defining relative clause you use I do not use
5 a
_
commasaround the clause.
_
6 an
• In a non-defining relative clauseyou can / cannot leave
out w h o or w h ich .
• In a non-defining relative clauseyou can / cannot use zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
that.
7lJI'BusineSS2.0
127
4 C a re e rs
P re se nt
sim ple
a nd pre se nt
continuous
D
Match the verb forms in bold in the sentencesbelow
with their uses a- d below.
1
2
3
4
I speak English mainly in my English lessons, and
sometimes when I'm on holiday.
I'm bilingual- I speak French and German, like many
Swiss people.
Don't ask me now - can't you see I'm speaking on the
phone?
I've had a terrible argument with another team member,
although we're still speaking.
a) Present continuous used for an action happening
around now, but not at this exact moment. D
b) Present continuous used for an action happening right
now. D
c) Present simple used for a fact or permanent
situation. D
d) Present simple used for a habit or routine. D
11 Some verbs (called 'state' verbs) are not
usually
used in a continuous form. Tick (.I) the verb forms that
are correct. Change the incorrect forms in bold into the
present simple.
1
2
3
4
S
6
7
8
9
10
Commonstate verbs
be believe belong cost depend know
like
mean measure need see seem taste
think
understand want
weigh
o
In these mini-dialogues the tenses are correct, but
there are four mistakes of form. Find and correct the
mistakes.
1
A: You work on Saturdays?
B: No, luckily I not work on Saturdays.
2
C: You are going for an interview today?
D: No, I not going today - the interview is tomorrow.
P re se nt pe rfe ct
o
Match the verb forms in bold in the sentences below
with their uses a-Co
1
D
Put one verb into the present simple and one into the
present continuous in each sentence.
2
1
3
2
Have you met Freda? She
(come) from
Berlin. Oh, there she is. She
(come) over here
now.
Usually we
(have) just two hours of English
a week. But this month I
(have) some private
lessons to help me get a better grade in the exam.
II The time expression can give a clue about which verb
tense to use. Look at the time expression in bold then
put the verb into the correct form.
1 Right now I
(do) two assignments, one for
Economics and one for Quantitative Analysis.
2 Every semester we
(have) an exam on all the
material we've studied.
3 Once a day I
(check) all my emails.
4 This week a friend from Ireland
(stay) with
me.
S At the moment I
(wait) to hear from an IT
company who I sent my CV to.
6 From time to time I
(do) a bit of work in my
father's company - usually during the summer.
128
The soup is tasting delicious!
The soup is boiling.
Sorry, I'm not following you.
Sorry, I'm not understanding you.
What are you saying?
What are you meaning?
This book is belonging to me.
This book is selling for €IS on Amazon.
Please don't interrupt me - I'm doing a grammar
exercise.
This grammar exercise is easy - I'm knowing all of the
answers.
I've worked here for nearly a year.
I've worked in several different bars and restaurants
since leaving university.
I put myoid camera for sale on eBay and I've sold it'
With the money I'll be able to buy a better one.
a) Present situation caused by a past event. D
b) People's experiences up to nowzyxwvutsrqponmlkjihgfedcbaZY
(w hen they happened is
not important). D
c) Something that started in the past and continues up to
the present. D
o Complete the grammar explanations in the box with
these words: present simple, present continuous, present
perfect.
• The
hasseveraluses,but it showsthat the
speakeris looking backfrom the presentto the past.
• The
hasseveraluses,b ut it showsthat a
presentaction or situation istemporary.
• The
hasseveraluses,b ut it showsthat a
presentaction or situation is permanent.
Now look back at all the example sentenceson this page
and compare with the explanations.
tbc zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Grammar and practice
o Underline
1
2
3
4
5
g
the correct words in bold.
I've been a student at this university for / since I
was 19.
I've been a student at this university for / since
three years.
1 had a great time for / during my university days.
1 had a great time for I during the first two years at
university, but after that there was a lot of work.
I was a student at that university since many years /
many years ago.
Complete the rules in the box using these words:
a g o , d u rin g , fo r, s in c e .
• When you talk about people's experiences up to now,
you use the
or
_
• When you focus on the action itself, not the result, you
usethe
_
• When you focus on the result, not the action, you use
the
_
• When you say 'how many' you usethe
_
m
Put each verb into the correct form: present perfect
simple or present perfect continuous. Some sentences
may use the same form twice.
1
____
: used with periods of time; used with the
past simple and present perfect; answersthe question
'how long?'
____
: used with periods of time; used with the
past simple; answersthe question 'when?'
____
: identifies the point an event began; used
with the present perfect.
____
: used to say how far back in the past
something happened; used with the past simple.
•
2
3
(send off) job applications all summer but I
still
(not/have) any lucie
[
(send off) about 20 job applications this
summer - perhaps I
(apply) for the wrong
kind of job.
Joanna looks really disappointed - she
~
Gust/receive) her exam results and I'm sure she
___
(fail).
C hoosing form s: m ore pra ctice
m zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Put each verb into the correct form: present simple,
present perfect or past simple.
II!] Complete the sentences with these words associated
Sales
(go up) by 5% last year.
Sales
(go up) by 5% so far this year.
Erica? She's
left. If you go out to the car
Sales
(go up) by 5% every time we have an
park, you'll catch her.
advertising campaign.
Erica? She's
left. In fact, she left several
4 I
(work) for Johnson & Johnson for two
hours ago.
years. It's a good company, but now I think it's time for a
Erica? She hasn't left
. If you go up to the
change.
second floor, you'll catch her.
5 After university [
(work) for Johnson &
Have you
been really late for an interview?
Johnson for two years. Then I was invited to join
What happened? zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Novartis.
We've
received so many application forms for
6 I
(work) for Johnson & Johnson. There's a
one job. It's amazing!
great atmosphere in my department.
with the present perfect: e v e r, n e v e r, a lre a d y ,ju s t, y e t.
1
2
3
4
5
P re se nt pe rfe ct a nd pre se nt pe rfe ct
continuous
m Read sentences 1-8. A tick
(.f)
means correct, and a
cross (X) means incorrect.
1
2
3
4
5
6
7
8
I've lived here since last summer. 0
I've been living here since last summer. 0
She's been interviewing since 8am - she must be
tired. 0
She's interviewed since 8am - she must be tired. 0
She's interviewed James Matthews and has offered him
the job. D
She's been interviewing James Matthews and has been
offering him the job. D
I've written two assignments this week. 0
I've been writing two assignments this week. 0
1
2
3
1m
Complete the text by using each of these forms once:
present simple, present continuous, present perfect,
present perfect continuous, past simple.
'I really (1)
(want) that job I (2)
_
(apply) for a few weeks ago. I (3)
(wait) for ages
- I wonder if they (4)
(decide) anything? I
(5)
(sleep) so badly at the moment.'
Refer to the examples above to complete the grammar
rules in the box. Write present perfect, present
p e rfe c t c o n tin u o u s , p re s e n t p e rfe c t or p re s e n t p e rfe c t
c o n tin u o u s .
1/1{" zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
Business 2.0
129
5 M a king
de a ls
T ype s of conditiona ls
D
Read sentences a-c below.
a) If I use Amazon, I buy more books than 1 really want,
and then I don't have the time to read them afterwards!
b) If I use Amazon to find that book about marketing, it'll
arrive within a week, and I won't need to go round all
the bookshops looking for it.
c) If I used Amazon to find that book about marketing, it'd
be cheaper, but of course I wouldn't be able to look at it
first.
o Read the whole
sentence then underline the phrase
bold that is best in the context.
in zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFED
1
2
3
Now answer these questions by writing a, b or c.
W hich sentence shows there is a high probability of one
event happening? 0
2 W hich sentence shows I'm just imagining one event that
is unlikely to happen? 0
3 W hich sentence is not about one specific event? 0
4 In which sentence could It
be replaced with
Whenever ... or Every time ? 0
1
o Refer to sentences a-c in Exercise 1. Complete these
statements by underlining the correct words in bold.
Sentence a) is called the zero I first I second
conditional and the time reference is past I present I
future I general.
Sentence b) is called the zero I first I second
conditional and the time reference is past I present I
future I general.
Sentence c) is called the zero I first I second
conditional and the time reference is past I present I
future I general.
1
2
3
If I get lost, I'll I I might call you on my mobile - there's
nothing else I can do.
If you sign the contract today, we'll be able to I we
might be able to deliver by the end of the month, but I
can't promise anything because our factory is very busy
at the moment.
If you give us a 5% discount, I'll be able to I I should
be able to place an order, but I just need to check with
my boss first.
Modals in conditionals have their normal meanings. So:
• w ill means'the result is certain'.
• should means'the result is probable'.
• m ight/could mean 'the result is possible'.
o Compare these sentences with
the similar ones in
Exercises 3 and 4.
I'm sure we'll find a compromise if we continue talking.
We'll place an order it you bring down the price.
Now complete the rule:
When the if clause comesat the end, you leave out the
____
in writing.
ifa nd
w he n
o In the sentences below
F irst conditiona l
you can use either if or when.
Compare the two alternatives. If the meaning is the
same, write S. If the meaning is different. write D .
D
1
Correct the mistakes in these sentences. Think
carefully about the word w ill.
1
If we will continue talking, I'm sure we find a
2
If I will agree to that price, can you sign today?
compromise.
II Match
an if clause 1-3 with a main clause a-c.
1 If you bring down the price, 0
2 If they're asking for a discount, 0
3 If we've discussed all the details, 0
a) can we finish the meeting?
b) we'll place an order.
c) tell them it's impossible.
D
Underline the correct words in bold to make a rule.
Refer to Exercises 1-4 above to help you.
The first conditional refers to a likely I unlikely event
in the future. In the if clauseyou use the present simple
I any present tense (simple, continuous or perfect) and
in the main clause you use w ill or other modals or the
imperative .
•...._
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
------------------------------------.....,.
130
'he Business 2.0
2
If I W hen I use Amazon, I buy more books than I really
want. 0
If I W hen I use Amazon to find that book about
M arketing, it'll arrive within a week. D
Now underline the correct answers in bold.
a) In Sentence
uncertainty
b) In Sentence
uncertainty
1, the
about
2, the
about
word it suggests certainty /
using Amazon.
word when suggests certainty I
using Amazon.
• In zero conditional sentences,ifzyxwvutsrqponmlkjihgfedcbaZYXWVU
and w hen have the
same meaning.
• In first conditional sentences,if and w hen do not have
the same meaning. If shows uncertainty and w hen
shows certainty.
G ram m ar and practice
if a nd unle ss
providing
D
III Read the
Underline the correct word in bold.
1 If / Unless business improves, l'lliose my job.
2 If / Unless business improves, we'll all get a pay rise.
3 If / Unless you put down a 10% deposit, we can accept
your order.
4 If / Unless you put down a 10% deposit, we can't accept
your order.
(tha t)la s
•
long a s, e tc.
example sentence then underline the
correct words in bold in the box to make a rule.
J m ight consider w orking abroad, providing (thatt/ptooided
(that)/as long as/so long as the m oney w as good.
The expressionsproviding, provided, as long as and
so long as all mean if and only if. They emphasize the
condition. They have a first I second conditional form, so
they are followed by a verb in the present / past simple.
unless = if not
Unless businessimproves, I'll lose my job.
= If businessdoesn't improve, I'll lose my job.
Ill] Rewrite these sentences using
unless.
1 If we don't leave now,we'll miss the start of the film.
________
, we'll miss the start of the film.
2 If he doesn't agree to our terms, we should walk away
from the negotiation.
________
, we should walk away from the
negotiation.
V e rbs pa tte rns
a dvise
something
something to someone
recom m end/suggest (not) doing something
recom m end/suggest (that) someone do something
advise (not) doing something
advise someone (not) to do something
advise (not) doing something
recom m end/suggest
recom m end/suggest
S e cond conditiona l
Read sentences 1-4 then match the forms in bold
with their best explanations a-d below.
NOT I recommend yctJ this.
NOT I recommend yeti doing this.
NOT I recommend +t that you do this.
NOT I advise yctJ doing this.
NOT I advise#tat you to do this.
If we increase our order, will you give us a discount?
If we increased our order, would you give us a
discount?
If we increased OUI order it would be very risky. W e
might never resell all the items to our customers.
If we increased our order it would be too risky. W e
would never resell all the items to our customers.
3
4
a) First conditional: there is a high probability of the event
happening. D
b) Second conditional: there is no probability at all of the
event happening - it is purely imaginary. D
c) Second conditional: there is a low probability of the
event happening, but it is not out of the question. 0
d) Second conditional: there is no reference to probability,
instead the speaker is using the past form to be indirect!
tentative/diplomatic. It is easier for the other person to
say 'no' without losing face. D
re com m e nd/sugge st/ zyxwvutsrqponml
II] Read the verb patterns in the box.
m
1
2
with
Now correct these sentences by deleting one word from
each.
1
2
3
4
5
I suggest we to buy the cheaper model.
I recommend it that we have a short break.
I advise that you to look again at the figures.
W hat do you suggest me?
I recommend you not parking here.
IE
Correct the mistakes in these sentences. They should
both be second conditionals.
1
2
If I would be the boss of this company, I will improve
communications by having regular meetings.
If we would paid a 50% deposit now, you reduce the
price to €25,000?
The second conditional refers to an unlikely, impossible
or imaginary event in the future. In the if clause you use
the past simple and in the main clauseyou use w ould/
m ightlcould.
The second conditional can also be used to make the
speaker sound indirect/tentative.
The zyxwvutsrqponmlkjihgfedcbaZYXWV
Business 2.0
131
6 C om pa ny a nd com m unity
II Com plete the
T he pa ssive
D Com pare sentences a and b then
questions below.
Active farm
a) Our subcontractors employed a lot of illegal immigrants
last year.
b) A lot of illegal immigrants were employed by our
subcontractors last year.
1 Which sentence are you more likely to hear in a spoken
conversation? D
2 Which sentence are you more likely to read in a written
report? 0
3 Which sentence uses a passive verb? D
4 Rewrite sentence b so that the person or thing that did
the action (the agent) is not mentioned.
o Read the sentences a-d then answer the questions
below.
a) A lot of production has been moved overseas to
countries where labour is cheap.
b) New laws have been introduced to protect health and
safety at work.
c) The company admitted that mistakes had been made.
d) It was agreed that compensation would be paid to the
employees who lost their jobs.
1 Which sentence uses the passive because the agent is
obvious (it is clearly 'the government')? 0
2 Which sentence uses the passive because the agent is
unknown? 0
3 Which sentence uses the passive because we are not
interested in the agent (it is a group of people, but
exactly who is irrelevant)? 0
4 Which sentence uses the passive because the writer
does not want us to identify the agent? 0
D
Com pare two ways to end this sentence.
Many tourists enjoy taking a cruise along the Danube, but
over recent years ...
1
2
table. Do not m ention the agent.
answer the
... the river has been polluted by raw sewage,
agricultural chemicals and industrial waste.
... raw sewage, agricultural chemicals and industrial
waste have polluted the river.
W hich ending m akes a better link to the topic of the first
part of the sentence ('the Danube')? 0
Passivefarm
1
W e m ake car parts here.
Carparts
2
They're polluting the river.
The river
3
W e obeyedthe law.
The law
4
They'veoffered m e the job.
I
5
Theywere selling fake goods.
Fakegoods
6
W e can changethis policy.
This policy
7
They m ight fine us.
We
8
I will decidethis later.
This
o Rewrite the sentences using a passive form . Decide
whether or not to m ention the agent.
1 We have put the environment at the centre of our
future planning.
The environment
_
2 Johnson & Johnson introduced the idea of corporate
social responsibility.
The idea of corporate social responsibility
_
3
4
5
6
7
8
Someone services the elevator every week.
The elevator
_
That guy with the crazy look in his eyes serviced the
elevator last week.
The elevator
_
The company is hiring 100 new employees this month.
A hundred new employees
_
A problem delayed my flight.
My flight
_
A major security alert involving 80 Chechnian terrorists
delayed my flight.
My flight
_
We must protect the environment.
Theenvironment
_
iii Rewrite the
phrase in zyxwvutsrqponmlkjihgfedcbaZYXWVU
bold so that there is a better
link to the first part of the sentence.
A terrible gas leak occurred in Bhopal in 1984 - it seems
that an act of sabotage caused the disaster.
• The passiveis usedwhen the agent (the personwho
doesthe action) is obvious,unknown or uninteresting.
• The passiveis also usedto bring a topic to the front
of a phrase so that it links to the same topic just
m entioned.
• The passiveis m ore com m on in writing, and givesa
form al, im personalstyle.
132 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I (,"Business 2.0
Grammar
o Match
reported speech 1-7 with the quotations
One reported version is used twice.
Telling a friend about the conversation
a-h.
later:
She said (that) ...
1
. she did that. D
2
she would do that. D
3
she had done that. D
4
she was doing that. D
5
she might do that. 0
6
she could do that. 0
7
she must do thal. 0
(I!] Underline the correct form in bold.
She
She
She
4 She
5 She
6 She
7 She
I
2
3
a) 'I'm doing that.'
b) 'I'll do that.'
c) 'I've done that.'
d) 'I did that.'
c) 'I do that.'
f) 'I can do that.'
g) 'I may do that.'
h) 'I must do that.'
(.I)
if the sentence
O the r re porting
1
is possible, and a cross
• Verbs likezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
say, followed by 'something':
adm it, announce,
which is still true.
NO T S he explained
He said he would be here this afternoon. I need to
speak to him. D
He said he will be here this afternoon. I need to speak
to him. D
He said he would be here this afternoon. But his
secretary has just called to say that he can't make it, D
He said he will be here this afternoon. But his secretary
has just called to say that he can't make it. D
2
3
4
D
Read the actual words spoken then underline the
correct words in bold in the reported version.
Actual words spoken on Monday:
'We'll give you our answer tomorrow.'
Reporting to a colleague on Tuesday:
She said that we'd / they'd give you / me our / their
answer tomorrow / today.
When you report what someone said earlier, the original
verb tense moves back in time:
• present simple ~ past simple, etc. (see Exercise 7 above)
• w ill ~
ve rbs
There are many other verbs to report what people say.
Study the table.
(.xl if it is impossible. Think about if you are reporting
something
said / told that she would do that.
said me I told me that she would do that.
said to me / told to me that she would do that.
asked me that / what I would do.
asked me that / if I would do that.
asked me what 1 was doing / was I doing.
asked me when I would arrive / would I arrive.
You say something.
You te ll somebody.
You say something to somebody.
To report a question you use ask + a question word
(w hat, w hen, etc.) or if.
The word order of a reported question is like a normal
statement, not like a question.
The actual words she spoke:
Put a tick
•
R e porting ve rbs:zyxwvutsrqponmlkjihgfedcbaZYXWVUT
sa y/te ll/a sk
R e porte d spe e ch
[)
and practice
could, w ould.
You don't have to change the verb tense if the statement
is still true.
Sometimes a pronoun or time expression changes as well.
tJj
the situation.
• Verbs like te ll, followed by 'somebody':
assure, inform ,
persuade, reassure, rem ind.
NO T S he fflfflrffled
that the situation
w as under control.
(Correct: inform ed m e that)
• A few verbs can be followed by 'something' or
'somebody': guarantee, prom ise.
She guaranteed (us) that the goods would be here.
m Report the
phrases in bold using the verbs in
brackets, Include the wordzyxwvutsrqponmlkjihgfedcbaZYXWVUTSR
m e where possible.
1
2
'It's a really good deal - you won't find this price
anywhere on the market.'
(persuade)
HezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCB
persuaded me that it was a really good deal
'We're stopping all production until we discover the
cause of the pollution in the river.'
(announce)
She
___
3
'Don't worry, we have fitted new filters to make sure
that the system is clean and safe.'
(reassure)
He
_
4
'Do you want to know what we can do about this
situation? We can do absolutely nothing.'
(reply)
She
w ould
Both the past simple and present perfect change to the
past perfect. There is no change for m ust, should, m ight,
claim , explain, im ply, reply, state.
ri,,'BusineSS2.(}
_
133
7 M e rge rs
a nd a cquisitions
w ill
II Match
D Match the forms
1
2
3
4
5
Bye! 0
Are you ready to order now? 0
Can you send me a copy of your new brochure? 0
I only have an hour to get to the airport. 0
Are you going for a drink with your colleagues? 0
a)
b)
c)
d)
e)
Of course, I'll put one in the mail this afternoon.
Bye! I'll see you tomorrow.
Don't worry, I'll call a taxi.
Yes,but I don't think I'll be back late.
Yes,I'll have the roast lamb.
of w ilf in sentences 1-5 with their
best explanations a-e below.
a) The merger will take place next January.
b) I think the merger will probably take place sometime
early next year.
c) I'll open the window - it's a bit hot in here.
d) I'll carry your suitcase to the car.
e) I'll call you next week. Bye!
1 a prediction about the future based on an opinion or
belief 0
2 a future fact 0
3 a promise about the future 0
4 an instant decision - sometimes referring to something
immediate, not in the future 0
5 an offer of help - sometimes referring to something
immediate, not in the future 0
w ill has two main uses:
1 predictions
o Look at the use of 'II in responsesa-e in Exercise4.
W hich one is the best example of:
I
2
3
4
5
of speaking
• The second use is informal,
contracted to 'II.
and in this use w ill is usually
be going zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONML
to
o Read the information
1 predictions,
I'll speak to m y boss and see if we can do that.
W e're going to cut forty jobs next m onth.
(instant decision + offer of help)
word w ill in three places and w on't in two places.
'Good morning, ladies and gentlemen. I've called this
press conference because of the rumours circulating in
the media about our M&A strategy. Over the next few
years our bank become a major player in Central Europe,
and naturally we look at strong local banks as possible
targets for acquisition. But we make any decisions until we
have studied the market carefully.There has been much
comment about possible job cuts, but I want to reassure you
that the staff of a bank are amongst its most valuable assets.
When we do make a move, there be significant job losses at
the bank we acquire. In any case, we deal with this issue at
the time, and I have no further comment to add now.'
Read these two sentences.
I There will be significant job losses.
2 There won't be significant job losses.
Now add the word probably in the correct place to both
sentences (but not at the beginning).
134
especially where there is strong evidence in
the present situation
Look out! It's going to fall.
2 plans and decisions we have already made.
(instant decision + promise)
o Read the extract from a presentation then add the
about be going to in the box.
Be going to has two main uses:
• Decisions, promises and offers of help are often
combined:
O K, I'll em ail the inform ation to you this afternoon.
D
a prediction?
a future fact?
an instant decision?
a promise?
an offer of help?
and facts about the future
2 decisions, promises and offers of help that we make at
the moment
comments 1-5 with responsesa-e below.
Now decide how be going to is used in each sentence.
W rite prediction or plan.
1 It says in this article that there are going to be job
cuts in our banking sector because of all the foreign
acquisitions.
_
2 I'm going to see my bank manager about the loan next
week.
_
3 You want delivery by the end of the month? That's going
to be difficult.
_
4 We're going to launch the new model at the Frankfurt
Motor Show.
_
5 There's too much to do before the deadline. We're not
going to have enough time.
_
6 We want to expand our operations in Central and
Eastern Europe, so we are going to open new branches
in Bratislava and Warsaw.
_
o zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
Read the evidence in the first sentence. Then use the
words in brackets to make a prediction with zyxwvutsrqponmlkjihgfedcb
be going to.
I
American banks want to expand in Slovakia.
(Citibank/rnake a bid for Tatra Banka.)
2
There's too much to do before the deadline.
(We/not have enough time.)
TheBusiness
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Grammar
P re se nt continuous
III Read
the information
in the box.
and practice
•
The present continuous is slightly more likely if the
arrangement is fixed, with a time and a place.
I'm going to see m y bank m anager next week.
about the present continuous
I'm seeing m y bank m anager at 11:30 next Tuesday.
The present continuous has a present time reference (see
Gram m ar and practice 4 page 124).
It also has a future time reference: to talk about fixed
arrangements.
The fixed arrangements are often social arrangements
and appointments.
There is usually a time phrase.
I'm seeing my bank m anager at 11:30 next Tuesday.
E xpre ssing like lihood
m Use these
expressions to complete the sentences
below. Match the expressions in the box with the degree
of probability in brackets.
it's almost certain to
it's likely to
it might
it might just
it will definitely
there's no way it will
there's not much chance it will
Now complete the text by putting the verbs into the
correct form of the present continuous.
'1
(tly) to Paris on Thursday morning. Louis
and Isabelle
(come) from Lyons to join us.
We
(give) a presentation about the merger to
institutional investors on Friday morning, at the offices of
BNP Paribas.'
w ill or going to?
D
Read the information
in the box.
Often either will or going to are possible, and you could
use both in the same situation. However there are some
small differences that can influence your choice.
Predictions:
• W ill is more likely if the prediction is based on the
speaker's thoughts and opinions.
• GOing to is more likely if the prediction is based on
evidence in the present situation.
Decisions:
• W ill is more likely if the decision is spontaneous, made
at the moment of speaking.
• Going to is more likely if the decision has been made
previously, and so now it is a plan.
1
2
(1000/0)
3
(70%)
(50%)
4
5
(90 010)
6
(200f0)
(100f0)
7
(0%)
bc a success.
be a success.
be a success.
be a success.
be a success.
be a success.
be a success.
m
Rewrite each sentence with one of these words so
that the probability changes as shown in brackets.
almost
good
definitely
definitely
highly
just
fully
1 There's a chance the merger will go ahead. (500f0~ 70%)
There's a good chance the merger will go ahead.
2 The merger will go ahead. (100%~ 100% with emphasis)
3
The merger won't go ahead. (OOJo~O% with emphasis)
4
The merger might go ahead. (500f0~20%)
5
The mcrger is certain to go ahead. (100%~900f0)
Now underline the form in bold that is more likely (but
remember that both are possible).
6
It's likely the merger will go ahead. (70%~900J0)
1
7
We expect the merger to go ahead. (700i0~900f0)
m
WritezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHG
T (true) or F (false) after each statement.
2
3
4
Have you heard the news? Citibank will make / are
going to make a bid for Tatra Banka,
The UK will probably start / is probably going to start
using the euro eventually.
If you're busy, I'll come back / I'm going to come back
later.
I was talking with my friends yesterday - we'll go / we're
going to go skiing in the Alps.
going to or pre se nt continuous?
Read the information
in the box.
1 The three alternatives in bold below all have
approximately the same meaning. D
The merger may/might/could go ahead.
2 The three alternatives in italics below all have
approximately the same meaning. D
The merger may not/might not/could not go ahead.
3 The two alternatives in italics below have approximately
the same meaning. D
The merger should/is likely to go ahead.
Going to and the present continuous are both used for
plans and arrangements. Nearly always both are possible
in the same situation.
Going to is slightly more likely if it's just a plan.
1111'zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLK
Business 2.0
135
8 Inte rna tiona l
tra de
I
P re positions of tim e
D
Com plete the sentenceswith these prepositions.
after
from
1
2
3
4
5
6
at
on
Now com plete the explanation in the box by writing by
or until.
____
____
by
during
for
until
within
My flight gets in
20:15, a few hours
____
yours.
I'll be away
Monday, 11 June, and I won't be
back
Wednesday, 20 June.
My holidays begin
Monday, 11 June.
The meeting should have finished
4.30pm at
the latest.
I'll be away
about ten days
the
month of June.
When I get back there are a few things I need to sort
out, but you'll hear from me
a few days.
III Com plete each sentence with
1
3
4
Now com plete the explanation in the box by writing in
time or on time.
Crossout the one incorrect word in bold in each
sentence.
4
5
6
7
I'm away from Monday by / to / until Wednesday.
What did you do at / during / in / over the holidays?
How long was his presentation? Oh, it lasted during /
for about an hour.
During / While my time at university I learned a lot
about economic theory.
During / While I was at university I learned a lot about
economic theory.
Last year / In the last year sales were slightly better
than this year.
Last year / In the last year sales have been improving;
by the end of the year we predict growth of around 2%.
____
____
these
phrases:at the end, by the end, in the end, towards the
end, at last.
•
2
3
D
on
at
m eans'eventually'or 'finally'.
T he negotiation
w as going now here, and
_
we just w alked aw ay.
•
refersto the last part of som ething.
____
of the negotiation
their line m anager w ill
have to sign the contract.
D
in
m eans'with enough tim e' (usually:to do
som ething else).
m eans'a t the right tim e'.
o Com plete the explanation in the box by writing
Crossout the one word or expression that is not used
with the preposition at the beginning.
1
in time or on time.
I got to the airport
- but another few minutes
and I would have missed my flight.
I got to the airport
, and had a chance to look
at the stores.
If you order today, you'll get the goods
for
Christmas.
You can trust us to deliver your goods
every
time.
2
o
1
2
3
m eans'up to'.
m eans'on' or 'before'.
•
____
April / 2006 / the 90s / lunch / the morning /
the summer / the third quarter / the 21st century
Friday / Friday morning / 2 April/Christmas
Day
/ the summer / my birthday
half past ten / the weekend / lunch / Christmas /
the end of the week / the morning / night
m eans'at' or 'before the end'.
of the negotiation we had explored every
possible option.
•
m eans'near the end'.
____
of the negotiation
to start preparing
•
W rite at the beginning of each tim e expression either
our legal team w ill have
the contract.
showspleasurebecausesom ething happens
that you havebeen waiting for.
____
the negotiations are finished! Let's all go
out for a m eal to celebrate.
in, on, at or 0 if no preposition is used.
1 ____
____
3 ____
4 ____
5 ____
6 ____
2
this morning
yesterday afternoon
last night
the day before yesterday
a few days ago
last week
Com plete each sentence with by or until.
1
2
I need your report
Friday.
I'll be away
Friday lunchtime, but I'm free all
Friday afternoon.
I waited
ten and then left.
ten I had dealt with all my emails.
136
Look at the alternatives in zyxwvutsrqponmlkjihgfedcbaZYXWV
bold and write 5 (sam e
D (different m eaning).
m eaning) or zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJ
1
2
D
3
4
Il
We appointed a sales agent in October,
following month/the month after that
our first orders. D
We appointed a sales agent in October,
shortly after we started to get our first
!be zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
and the
we started to get
and soon after/
orders. D
Grammar
11 Match
the verbs on the left in each group of five with
a construction on the right.
apologize
sllcceed
rely
conform
convince
1
2
3
4
5
a)
b)
c)
d)
e)
6 hear
insist
look forward
complain
wait
7
8
9
10
to something
somebody to do something
in doing something
on somebody to do something
for (not) doing something
t) to doing something
g) about something from somebody
h ) to somebody about something
i) for something
j) on doing something
&Ill Use a verb + preposition
these sentences.
1
2
3
4
from Exercise 9 to complete
My soup was cold, so I
the waiter.
He
the poor service, and said he
would bring some hot soup immediately.
While I'm away on business r
_
my secretary to do everything. If anything important
happens, she calls me or sends an email so that I
________
it straight away.
The salaries in our company should
_
____
those in other similar companies. I've been
saying that for ages, and I've now
_
convincing senior management. We all get a 10% pay
rise next month'
I'll ask the waiter to bring the bill, and I
_
____
paying. You can pay when I visit you in your
country, and I
to doing that very
soon.
m Use a verb from A and a preposition
from B to
complete the sentences. Sometimes it is necessary to add
a third person -s to the verb.
agree
insure
apply
invest
comply
suffer
depend
consist
1
2
3
4
5
6
for
from
N oun + pre position
m
in
of
on
with
with
As well as owning stocks and bonds, a good way to
diversify your portfolio is to
_
property.
The shipping cost
two figures: the
transport itself, and the insurance.
Health and safety is a big issue these days, and the
company has to
all the regulations
in this area.
It all
what you mean by 'profit'.
Are you talking about gross profit. or net profit?
If there was a fire in the factory, or a serious accident,
it would be a disaster - we must
_
these kinds of risks.
Ruth persuaded me to
the sales
job, but I'm not sure that I want my career to go in that
direction.
Complete the sentences
for
for
for
for
using these prepositions.
in
on
on
to
to
with
1 A company's image can be seriously damaged by
involvement _
illegal trading practices.
Bills of exchange are no substitute _ careful credit
checks.
3 Credit insurance can eliminate the need _ letters of
credit.
4 Credit ratings are a solution _ the problem of
evaluating risk.
5 It's important to be transparent in dealings _
foreign
governments.
6 Late payment can have a damaging effect _ a
company's cash-flow.
7 Negotiators should show respect _ other cultures.
8 Some countries levy a special tax _ imports.
9 The seller's bank may have access _ information
about the buyer's credit-worthiness.
10 The seller's bank takes responsibility _ obtaining
payment.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJI
2
m
Find a word in Exercise 12 that means:
1
2
the act of taking part in an activity or event
something that is used instead of something else
3
4
measurements of how good somethingzyxwvutsrqponmlkjihgfedcbaZYX
is
_
the business relationship that you have with another
person or organization (plural)
_
harmful
_
to officially request payment, especially of a tax
7
B
against
8
5
6
A
•
Don't worry, I'm quite OK. 1
an
allergy to dairy products, but irs nothing serious.
I
you up to a point, but I think
there are some important issues that you haven't
considered.
7
V e rb + pre position
and practice
8
_
an amount of money that you have to pay to the
government
_
the degree to which an organization is likely to pay back
money that they borrow
_
II" zyxwvutsrqponmlkjihgfed
Business 2.0
137
Re c o rding s
B usine ss funda m e nta ls
Company types and structures
1:01-1:05
Mina: I'm a geologist with a well-known
multinational corporation - piaybe you
eyen own shares in our company. Our
~re bqsiness is mining -gold, silver,
copper, iron and so on. We have a complex
structure; each geographical region
has a local management structure, but
individual product managers also report
to different functional managers at HQ R&D, fi.nallce;-ii1iifKe1ing-;-e"tc.
It's a huge
operation, so decision-making can be very
slow!
Marty: I'm a freelance photographer. so I run
my own business. I do a lot of weddings,
parties and so on. Because I'm selfemployed, I can do things my way, which
is great: on the other hand, it's financially
risky.For example, if the business got into
trouble, I could lose my home.
Owen: We make furniture for firms like
Ikea. I sort of s@~r:lli_ePl:ud.uc_ti.oJ1j and
my sister runs the office, but in fact my
dad decide5;;erything. He's the General
Manager-It's a family business; there are
six shareholders altogether, but we can't
'really do anything without Dad.
Isabelle: I share an office and an assistant
with three other lawyers. I specialize in
employment lawadvisrrrg companies
on HR issues. My partners each have
their own specialization, and Sarah, our
assistant, works for all of us. In theory,
as managing partner, I'm the boss, but
in practice we each look after our own
clients. So it's a very flat structure, there's
no real hierarchy.
Frank: I work for a hairdressing franchise
- my job is to recruit and manage new
franchisees; j report directly to the CEO.
We help franchisees to set up salons,
promote our products, and ultimately.
increase our shareholder value. It's good
business for them, but although they
manage their own limited companies, they
don't have any real say in how things are
done; there's a procedure for everything and [ mean everything'
funny looks, especially when I went home in
the evening.
Anyway, in the end, I went and asked my
supervisor what I'd done wrong. And in fact
the problem was that most people didn't go
home until 9 or lOpm. So because I left at
about seven, I was breaking the unwritten
rules. They all thought I was lazy' I mean,
I knew I was the first to leave, but I arrived
at 9am, and I was working really hard, you
know?' But as far as they were concerned, you
couldn't do any real work before eleven, so
arriving at nine in the morning didn't count'
:;
S:
B:
S:
B:
1:07
I'm a department manager in the civil service.
The department's actually very informal and
friendly - we're all quite young and everyone's
on first name terms. We all have lunch
together in the canteen and we often go to
the pub for a drink after work. We have one
or two interns per year. We try to make them
feel at home and part of the team, and usually
it's fine.
But, a year or two ago, I had a problem
with an intern [ was supervising. At first,
everything was fine, Monica was very bright
and friendly, and got on well with everybody.
But then one day we had a crisis in the office.
My manager needed one of Monica's files for
an important meeting at l Oarn. We couldn't
find it, and unfortunately Monica wasn't in
the office; she wasn't answering her phone,
and she didn't arrive until ten fifteen' In fact,
she'd been to the dentist's, but she hadn't told
me that she'd be late. Well, as you can imagine,
I was stressed out and I made it very clear that
this was unacceptable. And Monica just burst
into tears, so I had to tell her that, you know,
that was unprofessional too.
Anyway, after that, things were never
the same. She stopped socializing with the
rest of the team; she wouldn't say anything
in meetings and she didn't even eat in the
canteen with us any more. I tried to explain
that it was my job to tell her when there was
a problem, and that it wasn't personal. But
she couldn't accept that. For her, a boss was
a boss, and a friend was a friend, and you
couldn't be a boss and a friend.
S:
B:
S:
B:
under her. Now then, as you probably
know, Warndar Technologies was founded
by Merilyn Warner, our CEQ, and David
Darren, who's now COo.
CQO?
Yeah. Chief Operating Qfficer. Basically,
David runs the business on a day-la-day
basis. Merilyn deals with strategy; she's
often away at our parent company in
Houston.
U h-huh - so Warndar is a subsidiary of the
Irysis group, right?
That's right. They took us over a couple of
years ago. Anyway, there are three other
department heads who all report to David.
Roxane Pawle is our IT Manager in charge
of IT and Technical Support. She's new she joined six months ago when our old IT
Manager resigned.
Really?
Yeah. He was appointed Head of IT in a
big firm up in Washington. Nice job, but
too much stress. They fired him after only
three months'
Wow!
Yeah. Anyway, Roxane has a web developer
and two support engineers reporting to
her. QK? Now, the biggest department here
is R& D. Doug Pearson has seven research
scientists in the lab. Doug coordinates our
development programs; so he liaises with
me in Marketing and with our Program
Manager, Herb Monroe. Herb manages
the Engineering Department, and he's
responsible for building our product
package. He has a team of three: two
software engineers and a technical writer.
S: O.K.
B : All right, j
think that's everyone. So, let's
go and meet Saidah - unless you have any
questions?
1.3 Grammar Past tenses and advice
structures
~
1:09
Do you know the one about the CFQ an the
crocodiles? Well, there was this CEQ, who
was giving a party for his executive team.
Over the years, the boss had done very well
for himself, so he was proudly showing the
1.2 Vocabulary Work organization
executives around his luxurious country
and responsibility
house. Anyway, at the back of the house, he
had built the largest swimming pool any of
~
1:08
1 C orpora te culture
them had ever seen. Absolutely huge, you
Bertram: All right, Sam, welcome to San
know? But the pool was full of very hungry
1.1 About business Work culture
Antonio. Now, I just want to tell you who's
crocodiles. So, the CEQ said to his executives,
and placements
who at Warndar, so you know who to go to
'The most important quality for an
when you have questions, QK?
executive is courage. Without it, you will
~ 1:06
Sam:zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Q K.
never become a CEQ like me. So, this is my
j got myzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
firs t placement in a PR firm in Paris.
B: Now; let's start here in Marketing; I'm the
challenge to each of you: if anyone can dive
Our teachers had told us to be careful about
Business Development Manager, and I
into the pool, swim through those crocodiles
dress code, being on time, and so on. But I
have a team of four reporting in to me; two
and reach the other side, I will give them
had a problem I really wasn't expecting.
salesmen, Jake Smith, our Art Director,
anything they want. My job, my money, my
The first day, I arrived at eight thirty and I
and Saidah Hussain, who's our PR Officer.
house, anything"
was a bit surprised because I had to wait an
You'll be working mainly with Jake and
Well, of course, everyone laughed at the
hOLLrand a half for my supervisor to arrive.
Saidah in PR, but you're going to report
challenge and nobody took it very seriously.
[n [act, most people came in at about eleven
directly to me.
Anyway, they had just started to follow the
o'clock. But everybody was very friendly. They
S: All right.
CEQ towards the barbecue when suddenly
gave me a project to work a ll and I thought,
S: As j told you, we're a small company, so
there was a loud splash. Everyone turned
great, I can really do a good job here and, you
the organization is simple for the moment,
around and ran back to the pool where the
know, make a good impression.
but we're growing fast, so that's going to
Chief Financial Qfficer was swimming for his
Well, for the first two weeks I worked
change as we hire new staff. For example,
life. The crocodiles had almost caught him
from nine in the morning to about seven in
right now we don't really have an HR
when he reached the edge of the pool. He'd
the evening. I didn't really have a social life
department - Monica Overstreet, our
just managed to climb out of the pool when
because [ only got home about eight, but, like
Office Manager, takes care of HR.
he heard the mouth of the biggest crocodile
I said, I wanted to make a good impression.
S: Yes, I met Ms Overstreet last time I was
close shut - snap - behind him.
But then gradually, people became less
here.
Well, the CEQ shook the CFQ's hand and
friendly, and stopped talking to me. [ couldn't
B: That's right. She also looks after finance,
said,
understand why they were giving me these
and she has two accountants working
138
1he
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
Business 2.0
Recordings •
'I'm really impressed. Until you dived into
that pool, 1 never imagined you had such
courage. You accepted my challenge and now
anything I own is yours. Tel.l me what I can
do for you.' The CPO was still recovering
from the swim. He looked up at the CEO and
said, 'You can start by telling me who the hell
pushed me into the pool!'
1.4 Speaking Meetings one-to-one
1:10
Version 1
Simon: Morning, Tiffany. Good weekend?
Tiffany: Oh, yes, it was cool. And you?
S: No, not really. Listen, Tiffany, come into
my office, I need to talk to you.
T: Oh no, what now?
S: Look, I hear you had a problem with
Maureen on Friday.
T: Oh, that. Yeah. That idiot refused to help
me' Who does she think she is?!
S: You mustn't talk about your colleagues
like that. Maureen is a very experienced
assistant and a valuable member of the
team.
T: Maybe, but she still refused to help me.
S: Yes, but she had a good reason to refuse.
Maureen was, very busy on Friday and you
didn't ask for help; you demanded her
immediate attention. As a future manager,
you should show respect to all the staff.
T: But I was just trying to finish the job.
S: Well, you won't get results from people like
Maureen if you're rude.
T: Look, [ was tired. I had a difficult week,
OK?
S: Tiffany, everyone gets tired, and I'm getting
tired of your attitude. You apologize, or
there'll be trouble. Do you understand?
T: Me? Apologize to some stupid little
secretary? No way!
~
1:11
Version 2
Simon: Morning, Tiffany. Good weekend?
Tiffany: Oh yes, it was cool and you?
S: Yeah l had a good weekend too - apart
from having to finish off this report. How
about you? What did you do?
T: I went to the swimming pool yesterday.
Gorgeous weather.
S: Sounds good. Er, Tiffany, have you got a
minute?
T: Sure.
S: Come in. I just wanted to have a quick
word. Erm, I hear you had a problem with
Maureen on Friday.
T: Oh, that. Yeah. That idiot refused to help
me! Who does she think she is?!
S: Well, Tiffany, I think perhaps you should
be more careful about how you talk
about your colleagues. Maureen is a very
experienced assistant and a valuable
member o( the team.
T: OK. but she still refused to help me.
S: Wel'l, you might want to think about
why she couldn't help you. Maureen was
very busy on Friday, and I understand
you didn't really ask for help so much as
demand her immediate attention. We try
hard to respect all our staff here. As a
future manager, I think you ought to do
the same.
T: But I was [ust trying to finish the job,
S: Well. I understand that, and [ appreciate
that you work hard and that you
expect other people to show the same
commitment. But, don't you think you
might get better results from people like
Maureen by being a little more diplomatic?
T: Yeah, OK. I'm sorry, you're right. I was
tired. I didn't mean to be rude.
S: OK. It can happen to anyone. Why don't
you ask Maureen to have a coffee with
you, and just clear the air? OK?
T: OK. Thanks, Simon.
1.5 W riting A placement report
1:12
Jason: Hi, Jason'
Alex:' Oh hi, Alex.
J: Do you feel like going out tonight? There's
a new Will Smith movie on at nine fifteen!
A: Oh yeah. Look, Id love to, but I've got this
essay to finish, and then I've got to write
my placement report.
J: Placement? Oh, that's interesting, I didn't
know you did a placement. What did you
do?
A: 1 spent three months ncar Birmingham
at a place called Diftco. They export
construction
equipment.
J: Oh yeah, good job was it?
A: It was all right. They're a bit crazy there.
People worked really hard, sometimes
from eight in the morning to nine or ten in
the evening.
J: Hrnrn. Sounds like school'
A: Yeahl Anyway, I was in charge of preparing
shipping documents. It was lucky we did
international
trade last semester. It really
helped me understand what was going on.
J: Preparing shipping documents, eh?
Sounds boring. Didn't like international
trade much myself. Did you get on well
with your boss?
A: Oh, she was very strict. But, OK, J
suppose. She didn't scream at me or
anything when I did something wrong.
J: Why, did you get things wrong a lot?
A: Nah. Only once when I sent a container to
Austria instead of Austral ia.
J: You're joking'
A: Well, it wasn't my fault. This guy on the
phone had a really strong accent. I didn't
understand half of what he said.
J: SO you sent a container to Austria? What
an idiot!
A: Well, I bet you wouldn't do any better.
Anyway, it was interesting, 'cos they had
this really sophisticated
automatic system,
but you can't ever eliminate human error
completely.
J: Yeah, right, the guys at IBM only tested
their systems with monkeys, they didn't
expect you to he using them!
A: OK, OK ... Now, if you've finished taking
the mickey, I've got an essay to write.
J: No, come on. I'm just joking. I'm really
interested in Diftco, I need to find a
placement for next summer.
A: Well, it's a good placement for first-years.
but I think second-years should have more
responsibility. I was hoping to get some
management experience but I mostly
worked alone, so it wasn't that great.
J: You wouldn't recommend it, then?
A: No. [ learned quite a lot in three months,
but I certainly wouldn't like to work there.
J: Mm, I see what you mean.
.
A: Listen, now I've told you all about It, you
couldn't help me with the report, could
you? Ii we finish by nine, we can still make
it in time for the movie. Look, I've already
made these notes. You just have to write
them up for me ...
1.6 Case study Counselling
1 :13
Now. before we go on, I'll just summarize the
three points we've already discussed. Firstly,
the goal of counselling is to help another
person manage a personal problem using .
their own resources. Secondly, counselling IS
about listening, not about telling. It's about
talking to someone and helping, not about
persuading or manipulating.
And, counselling
is about assisting and exploring problems. It's
not about reassuring someone or solving their
problems for them. Thirdly, the three phases
of counselling:
Phase one, talk, Th is is where you
encourage the problem holder to talk about
the problem, and to start to understand how
they feci about the problem and why they feel
that way. Phase two. think. This is where you
encourage them to think about the problem
and reassess it. You help them to see their
situation [rom a new perspective, so that they
can consider the different options for dealing
with the situation. And phase three, act.
This is where you help them to choose their
own solution and to establish an action plan
to manage the problem. OK, are there any
questions?
2 C ustom e r supportzyxwvutsrqponmlkjih
2.1 About business Call centres
1:14
Interviewer:
Groupon is currently the world's
fastest growing company, with 35 million
registered users all around the world. How
do you keep so many customers happy?
Manager: Well. one of the key factors has
been cloud computing. We're now in 45
countries around the world, and we got
there in about a year and a half. If it wasn't
for the cloud architecture we have in place,
we could never have done that.
I: Can you give us an example?
M: Well, we've recently adopted Natterbox.
Basically, it's software that decides how
valuable or how urgent a call is, and then
transfers that call to the best person to
answer it. II an important client calls and
the salesperson is not at their desk, the
call is pushed through to their mobile. If
they don't pick up, the system records a
voicemail that can be accessed online.
I: So if the salesperson is on the road, or in a
restaurant ...
M: They still get the call. Yes.
I: And where do your call centre staff work?
M: Well, from our call centre in London we
provide customer service for England,
Wales, Scotland, Ireland and Denmark.
But we employ agents who come from all
those regions, each with their own cultural
familiarity and local knowledge. Natterbox
recognises the location of the incoming
phone numbers and directs the call to
a customer service agent from the right
region.
I: So if I'm calling from Scotland, the person
who answers the phone will be Scottish,
and if I'm calling from Denmark ...
M: The agent will be Danish.
I: Excellent!
M: Yes. It also means we answer every call.
Before we had Natterbox, our customer
service department wasn't handling aroundzyxwvutsrqpo
50 Q jo of the calls - they were just coming
in and getting lost. And people hate it
7lll'BusineSS2.0
139
when a machine answers their call it's
very frustrating. With Natterbox, they get
through to the right person straight away.
I: So, in theory, the sales person or the
customer service agent could be anywhere
in the world; in London, in India or in the
Philippines, in a call centre or working
from home?
M: Exactly.
2.2 Vocabulary Customer service and
telephoning
1:15-1:22
2
3
4
5
6
7
8
Operator: Now, don't worry, madam.
This is JUSt a minor problem that a few
customers experience at first. Jt will only
take a few minutes to resolve.
. or if you would like more information
about our products, please press four.
Customer: All I want is to speak to a
human being, not a stupid, condescending,
brainless piece of ... silicon!
Operator: All right, sir. Yes, it is an unusual
problem, and it's a little complicated.
but you'll be pleased to know there is a
solution.
Customer: Oh, that's wonderful. You're so
clever: Thank you so much!
Operator: I fully understand your position,
Sir, and 1 would feel exactly the same way
myself.
Operator: Alternatively, the simplest
solution is to upgrade to the professional
version of the software. The extra cost is
only around one euro per month. j think
you'd agree that that's excellent value,
wouldn't you?
Customer: Oh, thank you so much. You're
so patient. I bet nobody else has these
problems. I just feel so stupid:
Operator: A very good morning to you,
and thank you for calling lhe helpline.
How I can help you today?
2.3 Grammar Asking questions and
giving instructions
1:23
A: Welcome back to Guess the Product. Our
nexl mystery product is a fairly simple
but extremely useful piece of technology.
Panel, you've jusl ten questions to help you
'guess the product'!
B: OK. Is it advertised on TV?
A: No, it isn't.
C: Do you use it for work?
A: Yes, you do.
D: Would you find one in every office?
A: Yes, you would.
C: Can you put it in your pocket?
A: Yes, you can.
D: Did it exist twenty years ago?
A: No, it didn't.
C: Does it usc electricity?
A: Yes, it does.
B: Do you usc it to speak 10 people?
A: No, you don't.
C: Is there a connection with computers?
A: Yes, there is.
B: Does it cost more than $30?
A: No, it doesn't.
D: Can you use it to store data?
A: Yes, you can. All right, that's ten questions.
Now. have you 'guessed the product'?
D: We think it's a USB memory stick.
A: Yes! Well done! You've correctly 'guessed
the product'!
140
n,· Business 2.0
1:24
Steve: OK, Pete. First of all, you open the
printer.
0, wait a minute, don't just open
It, select 'change cartridge' from the menu.
Pete: From the menu? Do I have to switch
the printer on?
S: Er, yes, of course you have to switch it on
otherwise you can't use the menu!
'
P: Oh, right. What about the computer')
S: No, that's all right, you needn't switch the
PC on, just the printer.
P: All right. So, the printer's on, select
'change cartridge', OK, and open the
printer. What now?
S: So now you gently remove the old
cartridge. Don't force it. If it's difficult
you might have to pull it back first, then
upwards.
P: Backwards, then upwards. All right, I've
got Lt.
S: OK. So now you can install the new
cartridge. You'll need to remove the
adhesive lape first, but be careful you don't
touch the printed circuits - they're very
fragile.
P: You needn't worry. I'm being very careful.
OK, that's it.
S: Right. Itll ask you if you want to align
the new cartridge, but you needn't bother.
Usually it's fine as it is.
P: OK. What about the old one? Can I just
throw it in the trash?
S: Oh no, clon't throw the old cartridge away.
You can recycle them.
P: Oh yes~ right. Listen, that's great. I really
appreciate your help. Is there anything I
can do for you ')
S:
o, that's all right, Pete. You needn't worry.
Just buy me a coffee some time!
D: Thank you, Ms Wyndham.
be able to sort it out.
C: Thank you very much.
0: Not at all. Goodbye.
~
I'm sure we'll
1:26
Operator: Customer support. Mayzyxwvutsrqponmlkjihg
j help you?
Customer: Yes, well, I'm having trouble with
Word.
0: Well, let me sort that out for you. What
exactly seems to be the problem?
C: It doesn't work. It won't accept anything
when I type.
0: I see. How long have you been having this
problem?
C: Well, about ten minutes.
0: And was it working properly before that?
C: Sure. I was just typing away, and all of a
sudden the words went away.
0: You mean they just disappeared?
C: Yes. Just like that.
0: So what does your screen look like now?
C: Nothing.
0: Nothing?
C: It's blank. Like I said, it won't accept
anything when I lype.
0: Uh-huh. Have you tried hitting 'Escape'?
C: Yes. Nothing happens.
0: OK. Did you quit Word?
C: I don't know. How do I teli if I quit?
0: Can you see the toolbar on the screen?
C: What's a toolbar?
0: OK, never mind. Can you move the cursor
around on the screen?
C: There isn't any cursor. I told you, I can't
type anything,
0: I see. Does your monitor have a power
indicator?
C: What's a monitor?
0: !l's the thing with the screen on it that
2.4 Speaking Dealing with problems
looks like a TV Does it have a little light
that tells you when it's on?
by telephone
C: I don't know.
1:25
0: Well, could you look on the back of the
Helpline: Thank you for calling the
monitor and find where the power cord
Superword helpline. Please hold the line.
goes into it? Can you see that?
C: Yes. I think so.
Dean: Good morning. Dean speaking. How
can I help you?
0: Great. Now you just have to follow the
Customer: Oh, good morning. Yes, I'm afraid
cord to the plug, and tell me if it's plugged
your program isn't working properly.
into the wall.
C: Er. yes, it is.
D: Oh, I'm sorry to hear that. What exactly
seems to be the problem?
0: All right. Now, when you were behind the
C: Well, the thing is, I can't put those
monitor, did you notice that there were
automatic table thingies in my documents.
two cables plugged into the back of it, not
D: I'm sorry, it's not azyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
very good line. Could
Just one?
you speak up a little?
C: No.
C: Yes, sorry. I'm on my mobile. Is that
0: Well, there arc. I need you to look back
better?
there again and find the other cable.
0: Yes, that's much better, thank you.
C: ... OK, here it is.
C: All right. Anyway, I was just saying, I can't
0: Good. Could you tell me if it's plugged
insert those tables.
securely mto lhe back of your computer?
C: J can't reach.
D: Oh, I see. You're having trouble importing
spreadsheets
into a Superword document?
0: Uh-huh. Well, you don't have to touch it.
C: Yes, thai's right.
Can you just see if it's plugged in?
C: No. It's too dark.
D: All right, I'll put you through to our
spreadsheet specialist.
0: So, you mean the lights are off?
c. Thank you.
C: Yes.
D: Hello?
0: Well, couldn't you just turn on the light?
C: Yes?
C: I can't.
0: No? Why not?
D: I'm sorry, lhe number's busy. Could I ask
her to get back to you in a few minutes?
C: Because there's a power cut.
C: Yes, that's fine.
0: A power .. A power cut? Ah, OK. I can
D: OK, then. So, you're on 0680 425232?
handle this now. Listen, for the power
C: That's right.
cut, I'll have SOmeone call the eleclricity
D: And could I have your name please?
company. For your Word problem, do
C: Wyndham. Delia Wyndham.
you still have the boxes and manuals and
D: ls that Wyndham with a 'y'?
packing stuff your computer came in?
C: That's right. W.Y.N.D.H.A-M.
C: Well, yes. I keep them in the closet.
0: Good. I'd like you 10 go and gel them, to
Record,ngs
-----------
•
- __ - - - - - - -
unplug your system and to pack it up just
like it was when you got it. Then I want
you to take it back to the store you bought
it from.
C: Really? Is it that bad?
0: Yes, I'm afraid it is.
C: Well. all right then. I suppose. What do I
tell them?
0 : Tell them you're too stupid to own a
computer.
2,6 Case study Cybertartan
Software
1:27
Interviewer: So, Laurie, these recruitment and
turnover problems we're having - is it just
a question of money?
Laurie McAllister: Well of COurse salaries
are not terribly attractive these days. They
were quite good a few years ago when
the centre opened, but they haven't really
increased with the cost of living, especially
now house prices are so expensive here,
so we're finding it more difficult to attract
people from outside the area. But. actually,
salaries are not the biggest problem.
Basically there are two reasons why OUT
turnover is high: working conditions and
job satisfaction.
I.: I sec, What's the matter with working
conditions? We give them free coffee. don't
we?
LM: Well. things are very different now from
when we started. In the past, the volume
of calls was much lower, so things were
more relaxed, Advisers had time to chat or
have a cigarette between two calls. Now,
the workload is much heavier, and the
supervisors have to be very strict about
breaks. Two bathroom breaks per day,
and twenty minutes for lunch. There's
a lot of unhappiness about that. And
punctuality, well, the bus service here is
totally inadequate. A lot of advisers can't
afford a car, so transport is a real problem,
especially at night.
I: Yes, I can see why that's a problem,
LM: And there are little things, you know, like
having your own personal space, When
you share your desk with your colleagues
on the other shifts, you can't really
personalize anything.
I: Hm. Maybe there are things that can be
improved there, What's the problem with
job satisfaction?
LM: Time, mostly. Our software products
have become so complex t hat customers
need more and more help. There are more
calls than we can answer, so advisers
have to keep them as short as possible,
That's frustrating because there isn't time
to build a relationship with the customer;
sometimes there isn't even lime to explain
the solution properly, And then of course
they say if they can't spend longer on
the phone, they would like to send out
instructions by email.
I: Yes, well, the customers would like that
too, but we can't charge them for it like we
can phone calls!
LM: Exactly. And we really need to give
the advisers more training, especially
the new people, but there just isn't time.
They often have to read out instructions
from the manual: it's not much fun
answering questions when you don't really
understand the answers yourself'
1: No. I can see that.
LM: Of course the thing they really don't like
is the shift system, They work one week in
the morning, from 6am to Zprn, one week
in the afternoon from 2pm to l Oprn. and
one week nights. l Oprn to 6am. I mean,
it's 01< for young. single people. but it's
impossible for women with children, so
that's a whole category of the population
we have virtually no chance of employing.
And some people actually like working
nights, so they would happily swap their
day shifts with other colleagues who don't
want to work nights - but the company
w o n 't let them. It's company policy. but it's
too rigid, it's just not realistic ... Anyway,
perhaps you shuuld talk to the advisers
themselves - get it straight from the horse's
m o u th , as they say.
3 P roducts a nd
pa cka ging
3,1 About business Packaging
1:28
Interviewer: Mr. Wang, you often say that
packaging is 'the manufacturer's last chance
\0 seduce the customer.' Why is that?
Wang: Yes. In today's highly competitive
marketplace, many products arc almost
identical. So branding is not enough. That's
especially true here in Asia, where there
may be literally hundreds of competitors
making the same product in the same
city, You have to differentiate; you have to
communicate the difference which makes
your product a better choice. I agree with
Jack Trout when he says, 'Every aspect of
your communications should reflect your
difference. The bottom line is: you can't
overcornrnunicate your difference.'
I: So, packaging is the best way to
communicate your difference?
W: Exactly, You know, 75°'0 of purchasing
decisions are made at the point of sale.
And because rnost stores arc self-service,
your product is alone on the shelf.
surrounded by its competitors. According
to Wal-Mart - and they're the world's
largest retailer, so they should know' your product has to pitch its promise to
the customer in three seconds or less. from
up to fifteen fcet away. If your packaging
is not attractive, effective and distinctive,
how are you going to communicate its
difference?
I: OK, so packaging is critical, and
manufacturers spend millions of dollars on
it. So why are there so many failures?
W: The big problem is a lack of
communication. Typically there arc several
different groups of experts, all working
in their own specialized field: market
research people who know nothing about
design, designers who know nothing about
manufacturing, and production people
who know nothing about consumer
needs. Traditionally, you keep your
design team well away from business
and manufacturing constraints because
you don't want to limit their creativity.
Unfortunately the result is inevitably
a compromise. You start out with an
original. creative idea. but then you find
out it's impractical, for reasons of cost or
technical limitations. So, it gets watered
down, simplified, adapted. In the end, you
are left with a package which is easy to
make, easy to transport and within budget.
but it's no longer what the consumer
wanted! So, you get focus groups where
consumers don't really like any of the
concepts that are presented, That means,
either you start all over again, or you have
to choose the least unpopular option I
I: How do you avoid this problem at N e w
China Packaging')
W: Well. basically, what we do is build what
we call a 'task force'. This is a cross,
functional ream with people from all
the different departments involved in
the project. We put them all together in
a hotel. with all the tools they need to
produce rnockups and prototypes, Then
we literally lock the door and we don't let
them out until they produce something
that everybody is enthusiastic about!
I: And do you include consumers in the task
force?
W: Yes, indeed. We need the end user's input
right from the beginning. Everything is
consumer-led, And. because we know
that what consumers say thcy need and
what they really need are frequently two
different things. w e also observe them
using the product. Frequently, we can
detect behaviours and needs that the
consumer is not even conscious of.
I: Really? Uh-huh. So. who else is involved?
W: Marketing, manufacturing, designers,
consultants - everyone who has a stake in
the product.
I: And how long docs the process take?
W: Traditionally, months or sometimes years.
But today. our task forces can usually
deliver an optimal solution in one week,
sometimes less, And remember, when
they deliver, every aspect of the package is
consumer-validated, realistic and feasible.
So, this extremely short turn-around means
that the manufacturer can react very, very
quickly to changes in the market, almost in
real time.
3,2 Vocabulary Specifications and
features
1:29-1 :34
1
A: I want to listen to English while I go
jogging. Is that possible?
B: Oh, yeah. Jogging, cycling, skiing.
whatever you like. Nothing can stop it.
I even dropped mine down two flights of
stairs. and when I picked it up, it was still
working.
2
C: I hear you bought one of those new robots.
What do you think of it?
D: It's fantastic' I used to spend hours
cleaning the nat. Now I can just program
the robot and sit back and watch it work.
C: That's incredible! I must get one.
3
E: I really like the colour, It's a beautiful car!
F: Yes. and it's an interesting shape too. Quite
unusual. Very different from other cars in
this category, isn't it?
4
G: Mom. what's in this bottle') I can't open it!
H: Give that to me. dear. You mustn't touch
that. It's for cleaning the kitchen, and it's
dangerous. Fortunately they put it in a
special bottle that children can't open.
5
I: Quick, it's starting to rain and there's a
pallet of those electronic toys outside'
J: OK. I'll move it straight away. But don't
worry - the boxes are made of special
paperboard. A little rain 1V0n't do any
damage.
zyxwvutsrqponmlkjihgfe
20
141
I he BUSIness
6
K: A re you sure I'll be able to record TV
programmes?
I mean, I'm not very good at
anything technical.
L : Oh, yes. No worries. My five-year-old can
operate this model. It's dead easy.
~
1:35
Good afternoon everybody. Imagine you're on
a fishing trip. It's the middle of the night. It's
dark, it's foggy, and you're sailing your boat
between dangerous rocks. Are you afraid? Not
at all. You are supremely confident, checking
and adjusting your route with just a touch of a
finger on a screen. How do you do it?
Well, I'm here today to tell you about the
ChartTech i3, an extraordinary. nautical
information system. where a touch-controlled
screen enables you to operate several different
navigation functions with the touch of a linger.
Let's start with Touch Screen Command.
Just by touching the screen. you can view and
change charts, calculate distances, create a
route and a lot more. The large colour display
screen automatically shows you a bird's-eye
view of where you are and where you're going.
Moving on to what's below the water.
Than ks to the radar overlay, yOll see exactly
what the fish are seeing. And the Touch
Screen 3D Fishfinder, will help make your
fishing trips considerably more successful!
Now, can \ just turn to communications?
The ChartTech i3 can send fax, email and
voice messages. You can request and receive
weather reports based on your actual G PS
position. And you can even automatically
monitor vital onboard systems when you're
away from your boat.
So, I'll just sum up the ChartTech i3's main
features. Let's just go back to our midnight
fishing trip. First, Touch Screen Command
lets you navigate between the rocks with just
one finger and a bird's-eye view. Secondly, the
underwater radar and fishfinder shows you
where the rocks are. and where the fish are
hiding. Finally, the communications
functions
mean you can receive and send important
data on the weather, your location and your
boat at any m om ent.
I'd like to finish by inviting you to try the
ChartTech i3 for yourself. Our website has an
incredibly realistic simulation that you can try
out without ever getting your feet wet. Thank
you very much.
3.3 Grammar Articles, relative clauses
and noun combinations
~
1:36
Synth voice: Please record your product
review and your rating out of five after the
beep, Thank you for your feedback.
Customer: This is easily the best phone I've
had so far. It's the perfect phone for the
basic user. I have already bumped it and
dropped it a few times but it's still going
strong. The battery life is incredible.
Overall, it's a real workhorse - there are no
frills, but it does what a cell phone needs to
do. [ rate it five out of five.
1:37
Synth voice: Please record your product
review and your rating out of five after the
beep. Thank you for your feedback.
Customer: I hate this phone. It's too small - I
can't open the flip cover with one hand.
There's no screen on the outside to see the
caller identity. The reception is horrible.
It drops calls probably 3000 of the time.
There is a very long key delay, which
is incredibly annoying. I am anxiously
awaiting the day I can upgrade and get rid
of this monstrosity. I rate it zero out of five.
1:38
2
Synth voice: Please record your product
review and your rating out of five after the
beep. Thank you [or your feedback.
Customer: I've had the phone for about three
weeks. I like the size and the design. The
features are good too. It's easy enough
to use, and it has survived a couple of
drops. However, the alarm clock won't
work anymore. I'm not too sure about
the internal antenna. J hate having a full
signal when making a call, only to have
a dramatic drop when 1 put the phone to
my head. Everybody says it's the telecom
company's fault, not the phone, or maybe
I just got a bad one. We'll see. I'm going to
try the 9200 next. I would give it a rating
of three out of five.
3.4 Speaking Presentationsstructure
1:39
Version 1
A: Urn, shall I start then? OK., I know, errn, I
know you're going to be very excited by the
Pingrnan, like me! So, I'm sure you'll have
lots of questions. And, perhaps we'll take
questions after the demonstration.
OK, urn, we've done lots of tests. which
have all been very positive, and, 'er, there
are lots of different markets for the
Pingman, children. adults, dogs, businesses,
and so on. We think there's an enormous
potential for this product ...
Until now, GPS tracking systems have been
too bulky, too heavy and too unreliable
indoors to be used as personal tracking
devices. Our Pingman weighs only 75g,
and, well, we'll show you how it works in
a few minutes ... on the, er, the Internet.
So, you know, you can connect to the
Internet from anywhere in the world, and
just ping your user to know exactly where
they are. Within one metre ... er. Nobody
else has a product like this on the market.
so w e want you to approve the investment,
because there's a huge market.
B: What do you mean by 'ping'?
A: Oh, yes, on the Internet, you tell a satellite
to send a signal to tile device, and the
device answers the signal, and then the
satellite can calculate the device's exact
location. Anyway, it only weighs 75g, did
I say that already? Yes, er, 75g, it's five
centimetres in length and about three
point five centimetres wide, so, about
half the size of a cell phone, and there are
different models for children or adults.
Tests were really positive. and our sales
forecasts are excellent. There's also a
model for animals; it's built into a collar so,
if you lose your dog, for example, you just
ping it from the Internet to know where it
is. So, cr, unless you want to ask questions,
I think we'd better have the demonstration.
Um. Oh, I forgot to mention profitability.
We think it will. er, will be profitable. Very
profitable. OI<, are there any questions?
No? No questions? Um. OK then, let's
have the demonstration.
It's, er. at the back
of the room. Yes. Er, .
142 zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
u; Business 2.0
1:40
Version 2
A: Good morning everybody. Would you
like to know at all times exactly where
your young child or teenager is? How
comforting would it be to know that your
elderly mother is safely back home from
the shops? How much would it be worth
to know precisely where your sales reps
or technicians were? And how much time
would you save if you knew where your
dog was hiding? Well, here's the answer.
I'm here this morning to present the
Pingman, a revolutionary new personal
G PS tracking device and to ask you,
members of the Board, to approve the
investment needed to start production.
Now. I know you're going to be very
excited by the Pingman, so I'm going to
give you a quick overview of the product
in aboutzyxwvutsrqponmlkjihgfedcbaZYXWVUT
[if teen minutes. After that,
there'll be a hands-on demonstration
and I've allowed some time for questions
and discussion after that. But if you have
any questions that can't wait, feel free to
interruput me, OK?
I've divided my presentation into three
sections. First of all, I'm going to talk to
you about the background to this project
and the current offers on the market. After
that, I'll be talking about the prototype,
the specifications and the data we've
collected from tests and focus groups.
Finally, I'd like to present a business plan
which will show you why we expect the
return on investment in this product to be
condsiderable.
OK, so, let's start with the background.
Now, GPS tracking systems are not new,
but until now they've been too heavy.
and too unreliable indoors to be used as
a personal tracking device. What's new
about the Pingman is that we can build it
into a wrist strap 01' collar small and light
enough to be worn comfortably by a small
child or a dog. For the first time, it will
be possible to locate the wearer via the
Internet, anywhere in the world, indoors
or out, 24 hours a day ...
does that answer your question?
OK, so, I'd like to wrap up the
presentation and m ove on to the
demonstration.
Let me just summarize
what I've already told you. Firstly, I
explained why there is a huge market
just waiting for this product. Secondly,
I presented the different specifications
for the child, adult and animal versions
we intend to launch, and the positive
reactions we've had during trials. Last,
but not least, I have given you the
strongest possible reasons why you should
approve this investment: extraordinary
sales forecasts, strong cash flow and
unprecedented
profitability.
Now, if you'd like to move to the back
of the room, our R&D staff are ready to
start the demonstration
and to answer your
questions. Thank you very much for your
attention.
1:41
I've divided my presentation
into three
sections. First of all, I'm going to remind you
of the background to this project and the
current offer on the market. After that, I'll be
talking about the prototype, the specifications
and the data we've collected from tests, focus
Recordings
groups and market studies. Finally, I'd
present a business plan; this will show
why we expect a return on investment
is without precedent for our company.
everybody happy with that agenda?
like to
you
that
Is
3.6 Case study Big Jack's Pizza
1:42
Jack Jr: OK, so, we all agree on that then?
A completely new range of pizzas for the
21st century, featuring fusion cuisine with
the best of contemporary Chinese and
Western influences? Great. We'll need at
least five really new recipes, so see what
you can come up with.
Mick: We'll need new names for each new
pizza, then, Jack.
J: Of course, but we can come back to that
later. OK, so, can we move on to point
two - new promotional ideas? What
suggestions do we have? Billie?
Billie: W ell, obviously with the new pizza
range we should do a re-launch. And what
about doing specials at different times in
the year? You know, New Year, National
Day, Dragon Boat Festival, ..
J: WeJl,Billie, it's been done before, but [
guess we could do that. Why not? Mick?
M: What about BOGOF?
J: I'm sorry?
M: You know, B-O-G-O-F- buy one, get one
free. Two pizzas for the price of one. And
another idea would be to have a two-pizza
box. The pizzas stay hotter when you have
two in a box.
J: Hmrn ... I'm not sure that's a direction we
really want to go in. The franchisees won't
like it, and we want to get away from the
idea that Big Jack's is just good for filling
your stomach.
M: Well, what about a gourmet club?
Customers get special privileges if they
become members. Or feature different
national cuisines each month - Indian in
the first month, Thai in the second, and so
on?
B: Yes,that's good, Mick. And don't forget
the Internet - what if you could build
your own pizza and order your take-out or
delivery online?
J: Sounds like it might be expensive. Billie,
but ~eah,. that's more the kind of thing I
had m mind, Anyway, let's go on to points
three and four on the agenda. I think we
can take them together. because the box
depends very much on the logo and the
colour scheme. Billie, I think you feel
strongly about this?
B: Yes,lack, I do. We've had our current logo
ever Since your dad started the business.
The Big Jack logo was perfect 30 years ago,
but ~ I~t of things have changed since Big
Jack s time. Apart from anything else, the
symbolism is all wrong, and remember,
people are very sensitive to that kind of
thing here.
J: What do you mean, the symbolism is all
wrong? Green and red are the colours of
italy, it's what pizza is all about!
B: Maybe, but the green chequered tablecloth on the round table - it symbolizes
old-world values that people in Hong
Kong Just don't identify with. And it's wellknown that green isn't a good colour for
packaging [or Chinese people.
M: Oh, really? Why's that?
B: Oh, you know, it's that thing about green
hats - it means your wife is, you know,
seeing another rnan ...
Billie, this is all very interesting, but ...
M : 0, hang on, Jack. I think Billie's right.
We have to take this kind of thing into
account. And the box; the box is really
Important. It's easily the best way we
have to communicate with our customers.
Couldn't we have a more exciting box,
as well as new colours and graphics? I
mean, every baker in the city sells pizza in
the same standard box as us. We need to
qi[ferentiate~ An octagonal box would be
good. maybe with a window so you can see
the delicious hot pizza you're carrying?
J: Well, as long as it doesn't complicate
storage or delivery, I don't see why not. But
It seems to me we need to get more advice
on this. I trust you'll agree that we need to
have some brand-building and packaging
consultants work on this", we'll consider
their proposals at our next meeting.
from people who are already working in the
sector. Social media sites like Facebook and
Google+ are a great way to contact people
who can share their experience.
J:
4 C a re e rs
4.1 About business Career choices
1:43
Part 1
Basically there are just five things you need 10
know about choosing a career. Two of those
are things you really shouldn't do' two of them
are things you absolutely ~
to do, and then
the last thing is something only you Q !.!1 do.
OK, let's start with the two things you really
shouldn't do. The first sounds very simple.
but can actually be very difficult to avoid:
you shouldn't let other people decide. Don't
choose a career just because your parents, or
your te~chers, or your friends want you to do
I~,or think youd be good at it. Choosing the
right career ISone of the biggest decisions
you'll ever have to make, so don't choose for
other people, choose for yourself. You'll have
lots of opportunities to make other people
happy, but this one is for you; this is maybe
the one time in your life when you need to be
totally selfish and choose what feels right for
you.
Secondly, you shouldn't choose a career
just because it's something you're good at.
Now don't get me wrong; if you're good at
something, and you genuinely love doing it,
well that's great, so go for it' But all too often
I meet people who chose a career in science
for exal~ple, just because they were good at '
science In school. And although they're still
gOO?at it, actually they hate it. So please,
don t choose something that you're good at
but that isn't going to make you happy.
Now, what about the two things you really
haze to do? Well, the first one sounds like
something from a Kung Fu movie, but it's
true: before you can choose a career, you
need to to know ~.
Now, you can go to
the HImalayas and spend II couple of years
learning martial arts if you like, but there are
also a lot of simple, very practical personality
tests you can use at home. Tests like Myers
Briggs or Keirsey are not a hundred per cent
reliable, but they really can help you identify
what sort of person you are. You'll find lots
of tests online, or you can ask your career
advisor for help.
The second thing you haze to do is to find
out what sort of work is available and what
it involves. Your personality test r~sults will
guide you towards the kind of careers that
should suit your profile; then, you need to find
out as much as you can about them, preferably
•
1:44
Part 2
That brings us to the last thing, the thing only
,\(Q!! can do: understanding what makes ,\(Q!!
happy Now,you're probably thinking, that's
easy; money- the more, the better! [laughter]
Well, actually there's a great dealzyxwvutsrqponmlkjih
of research
that sh~ws that, although having enough
money ISvery Important. having ~
money
doesn't actually make you any happier. In fact,
people who believe that happiness depends on
being nch, famous or beautiful are more likely
to suffer from depression than the rest of us.
What ~
seem to make most people
happy ISsurprisingly simple; things like
contact with other people, variety, autonomy
and recogrunon. Working with people you
like and respect. having a wide range of
different activities, and being able to decide
what you do and when you do it are major
sources of satisfaction. The feeling that
you're doing something useful, that you're
making the world a better place is also a big
rnonvator, It's.ll1teresting that people who run
their own businesses, or who work in small
companies where they feel they are in control
are usually happier than average, even though
they probably earn lower salaries and have
less jO,bs~curity than they would in a larger
orgarusanon.
Now, just before I finish, let me ask you
this: do you ever gel so involved in what
you're doing that you just forget everything
else, and time Just flies? Yeah? It's a feeling
you often get when you do things like team
sports. playing or listening to music. writing,
pamung. repairing or inventing things. These
are times when most people say thcy are
happiest, and they're called 'flow' activities. If
you know what makes you happy, and if you
can identify jobs that let you experience that
'now', then you have almost certainly found
the kcy to choosing your ideal career,
4.2 Vocabulary Careers, personal
skills and qualities
~
1:45
B: All right. So that brings us to Rachel
Ratcliff. You've flagged her as a high-flier.
She's certainly very committed to her
work.
A: Absolutely. Rachel is doing a terrific job
for us. She's an excellent team-player, and
she really enjoys taking initiative. The
problem is that she's ambitious and we
don't have any ways to satisfy her ambition
for the moment. We planned to make her a
department manager in a couple of years'
time, but there are no openings right now.
She's obviously had other offers, perhaps
from a headhunter, and she's thinking
about resigning.
B: Hrnrn ... It would be a shame to lose her.
Solutions?
A: Well, we could offer her a two-year
assignment in Germany. [ know there's a
vacancy over there for someone with her
profile, and she'd certainly be able to make
a valuable contribution. But I don't know
whether she'd agree. She has a fiance, so it
may be difficult. Another possibility would
be to send her 011 an MBA course, and
start preparing her for senior management.
B: You really think she's that good? A
I zyxwvutsrqponmlkjihgfed
II,Business 2.0
143
potential MBA? Well. let me think about
that one. I'll come back to you in a couple
of days.
1:46-1 :55
A: OK.
1
B: By the way, how is young Paul Stevens
getting on? I believe he had a problem
with his manager?
A: Yes, that's right. He was working to very
strict deadlines, and just needed a break.
I'm working closely with him now, and
everything's fine. He's back on the highfliers' list. He has strong negotiating skills,
and 1 think he'll be an excellent engineer.
B: Good. OK, then, let's move on to Michael
Diegel. He's a new hire too, isn't he?
A: Yes. Michael's been with us almost a year
now and we've marked him as a concern
because he's not really delivering the
goods. He arrived with a fantastic resume,
lots of skills and some good experience,
but he's consistently underperfonned. he
just isn't able to manage the workload.
B: Hmm ... Any idea why?
A: Well. I'm not too sure. Some people in
the department feel that it's a problem
of motivation: he doesn't like Seattle,
and he wants to move east. But others of
us feel that perhaps he just doesn't have
the strengths that his resume claimed.
At the moment he seems to have more
weaknesses than strengths.
B: So, what do we do, give him an official
warning? Tell him we'll fire him if he
doesn't deliver?
A: Maybe. But we've already invested too
much time and money to just dismiss him.
How about offering him an easier position
in Chicago? Something that won't be so
difficult. If he realizes that the job here in
Seattle is too much for him. perhaps he'd
be more motivated to perform at his real
level. Moving to Chicago would be a good
way to save face.
B: Yes, that's not a bad idea. Could you liaise
with his manager. and see what's available
in Chicago or Boston, then come back to
me?
A: OK.
B: Good. Now then, we come to our old
friend Shane Garney, Mr Wannabe himself.
Is he still on the high-fliers list?
A: Not really. I-Ic's more of a concern now.
He certainly has the skills, but he's getting
greedy. We gave him a big raise six months
ago when he was promoted, but now he
says it's not enough. He says he's had a
much better offer from the competition.
B: Well, I think it's timc we had a serious talk
with Mr Garney. He needs to understand
that, although we appreciate ambition, our
corporate policy is to reward achievement.
not potential.
A: Hill. The problem is, of course, that he's
very well- connected. You remember that
his father's a senator. Wouldn't it be easier
to give Shane a small raise to keep him
happy?
B: Yes, I'm fully aware of that. and 1'111
aware that government contracts are very
important to this company. But if Shane is
only interested in money, he should join
his father in Washington. The answer is
'no'. If he thinks he can get a better deal
somewhere else, then fine, he can resign.
We have a lot of good people like Rachel
Ratcliff who would be happy to take his
place.
A: Well, the job's yours if you want it.
B: Well, thank you very much, I'm delighted
to accept.
2
C: Congratulations' Don't forget, the degree
ceremony's next Friday!
D: Thank you, sir!
E: Thank you very much!
3
.
144
to gain experience and learn new skills.
Hopefully, in live years' time, I would be
ready to move up to a position with more
responsibility.
4.3 Grammar Present tenses
F: Nearly finished now.
G: Wow! Seventeen candidates in one day:
And it's almost dinner time. What time did
you start?
F: Eight o'clock this morning!
4
H: Ten kilometres! Phew! When they said
'recruitment tests', I thought they meant
IQ and graphology, not an army assault
course!
B
Interviewer: How do you motivate people to
do their best?
B: Well, I think there arc two important
aspects to this question. The first is to
create a positive atmosphere, If people feel
happy about what they're doing, they're
much more motivated to work towards
a common goal. So making sure they
understand the objectives and the process,
and that the atmosphere is pleasant and
relaxed - those are really important. The
second thing is to give feedback, especially
when somebody does a good job, not
just when they get something wrong.
When I worked in a restaurant a couple
of years ago, I realized that knowing how
well you're doing is essential to staying
motivated.
5
C
I: Have you seen the results, Jon?
J: Yeah.
I: Oh. Oh. I'm so sorry.
J: Irs all right. It's not the end of the world.
6
K: I still think Ms Brown has more relevant
experience than the others.
L: Look, we're not getting anywhere like
this. Why don't we meet again tomorrow?
And, remember, we can always ask all four
candidates back for a second interview if
we still can't decide.
7
M : Nick? Are you coming out for a drink?
N: Nah. Gotta finish my cv.
M: You still working on that CV?! I mean.
how long can it take to say you've got no
skills. no qualifications, and you've never
done an honest day's work in your life?'
: Very funny.
Interviewer: What are your weaknesses?
C: Well, of course, I'm aware that there are
areas that I can improve on, but J have
to say, as far as this job is concerned,
I don't feel that I have any significant
weaknesses. And if I do identify a
problem, I take action to resolve it.
Take time management, for instance. A
couple of years ago, I realized J wasn't
the most organized person in the world,
so I followed a time management course.
I applied what J learned, and now I
would say that organization is one of my
strengths.
D
Interviewer: Can you give an example of a
situation you found stressful, and how you
coped with the stress?
D: Yes. Last term, for example, I was on a
work placement where my supervisor
had to go off sick for three weeks, so
the company asked me to take over
responsibility for the project. It meant a
huge workload, which was pretty stressful.
Anyway, I sat down and planned out
exactly what I had to do each day for those
three weeks. I also planned an hour each
evening in the gym. That rcally helped to
ease the stress. I managed to finish the
project on time, and in much better shape
than when I started! Does that answer
your question?
8
0: Hey, Paula, how did the interview go
today?
P: Oh. so-so. Pretty much the same as the last
26.
0: Ah. Well, I've got to hand it to you Paula,
you certainly don't givc up easily.
9
Q: Look out!
R: Ooh, too late. Oh dear, it's all over your
papers. Sorry about that, these cups are
very easy to knock over, aren't they?
Q: Never mind.
R: Hope it wasn't anything important. Er, are
you here for the interviews, then?
Q: Yes, as a matter of fact I am. I'm
conducting the interviews, actually. It's Mr
Singh. isn't it?
R: Ooh!
10
S: ... 98. 99, lOO! There we are' Finished'
T: Finished what, Sally? You don't mean ... ?
S: Yep. Job applications. Started this morning,
T: One hundred job applications?! You're
kidding'
4.4 Speaking Job interviews
1:56-1:59
A
Interviewer: Where do you see yourself in five
years' time?
A: Well, that's a difficult question to
answer: let's just say that I see myself
as a top performing employee in a
leading company, like this one. I plan
4.6 Case study Gap years and career
breaks
2:01-2:06
My gap year? Oh yes, it was a fantastic
experience.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
It was between my second and
third years at university. I went to Nepal to
teach English. I think I learned more in that
year than in three years at university. It was
incredible. Everybody should do it.
2
I went to live with a family in Dublin for azyxwvutsrqponmlkjihg
year before starting my degree course. Of
course, it was really good for my English, and
interesting from a cultural point of view. But
it was pretty boring going back to school for
another year, even if it was in English.
3
I've had a great year. I've been around the
world. working for two or three weeks, then
moving on to the next place. I've just gone
back to my job, and now I have a much
,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
J, Business 2 0
Recordings
clearer idea of where I'm going and what I
want to achieve. My only regret is not doing
something to help people. If I could do it
again, I'd definitely volunteer for charity work,
probably in Africa.
4
Yeah, I took a gap year before starting
business school. I needed to earn some
money, so I worked in a car factory. It was
hell. I've never been so bored in my life. I
suppose I learned some valuable lessons, but
now I wish I'd done something more exciting,
gone somewhere exotic. I feel I wasted a year
of my life.
S: Why would I want to do that? Anyway,
I wouldn't know how. I'm not really into
technical stuff.
I: All right. Last question then; how
interested are you in becoming the mayor
of your favourite coffee-shop, or the queen
of lipstick?
S: A lipstick expert? Nah, not really my
thing. But wait a minute, what about
shoes? jessica Johnson, the queen of
shoes? Oh, yes, I can see it now!
5.2 Vocabulary Negotiating and
retailing
5
I'd been in the same job for about twenty
years, and I decided I needed to step back and
think about what I wanted to do with the rest
of my life. So Ttook a sabbatical. Fortunately
my company was very understanding.
I
travelled in India for six months, then wrote
a book about my experiences. It completely
changed my outlook on life. I'd recommend it
to anybody.
2:08-2:15
5 M a king de a ls
So that's five hundred al12 eUrDS a box,
then. And you need them by Wednesday,
you say?
2 Considering this would be a regular order,
I think two and a half thousand is still a bit
expensive.
3 H ow about if we paid cash? Could you
give us an extra 20J0?
4 No, I'm sorry, that's my final offer. I can't
go any lower than that.
5 And then we'd need you to be available five
or six weeks a year. Or maybe a bit less.
Anyway, we can talk about it. Nothing's
decided yet.
6 Yes. we usually ask for 20% now, and the
balance on delivery.
7 Look, this just isn't good enough' If you
don't deliver until tomorrow morning, it'll
be too late!
8 Well, there's not much between us now.
What do you say we split the difference?
5.1 About business Retailing
~
~
1
2
3
4
6
l've just started studying medicine. I wanted to
get away from my parents and see the world,
so I've just come back from nine months in
East Africa. It was really hard. I almost came
home after the first week. I'm glad I stayed,
because I felt I made a difference to people's
lives - a very small difference, but a difference
all the same. But if I'd known what it would be
like, I'm sure I wouldn't have gone.
2:07
Interviewer:
Excuse me, madam, could I ask
you a few questions?
Shopper: It's miss actually, but all right then,
if it doesn't take too long.
l: Thank you, miss, only a couple of minutes.
I'd like you to tell me how interested you
are in some of the opportunities
offered
by Internet services like Facebook and
Foursquare.
S: Oh, I'm on Facebook, of course' jessica
johnson, Miss Basildon twenty-twelve!
l: Really? Actually, J don't need your name,
just a rating between zero and five. Zero
means you're not interested at all, five
means you're very interested.
S: OK.
I: So, how interested are you in checking in
to shopping venues and letting your friends
know where you are?
S: Oh, can you do that? So you can meet up
for coffee, or go and tryon some shoes
together? Oh, yes, that sounds cool'
I: So that's a five then? Right. And what
about winning gift certificates or prizes
after a certain number of check-ins?
S: Ooh, wow' I love free stuff, don't you?
I: Uh-huh. Now, how about receiving
information on special deals from stores?
S: Well, yes, I s'pose so. But not too many,
you know what I. mean? I can never resist
a special offer' I end up spending more
than J can afford!
I: OK. And how interested are you in
checking in to a product by scanning a
UPC?
S: Scanning a what?
I: A UPe. You know, a bar code.
S: What, on my iPhone?
I: Yes.
5
2:16-2:20
five hundred at 12 euros a box
two and a half thousand
an extra 2%
five or six weeks a year
We usually ask for 200J0 now
5.3 Grammar Conditionals and
recommendations
~
2:21
Petra: OK, we have to decide how to divide
this list of responsibilities between us.
What are your priorities?
Jan: Well, I'd really like to go the conference
in Madagascar. Could I suggest thal you
go to Siberia? If you agreed, I'd be willing
to take my holidays in january and let you
take yours in August.
P: I'm sorry, but I'd really like to go to
Madagascar too. I couldn't agree to your
proposal, unless you were prepared to take
your holidays in january and go to the
exhibition in Kazakhstan.
J: Hm rn ... Well, I might consider going to
Kazakhstan. I've got an uncle who lives
there.
P: Great!
J: ... providing you looked after the foreign
customer at the tennis tournament - I
know nothing about tennis.
P: OK, we're making progress. So, can I iust
summarize the position so far? You can
go to Madagascar, as long as you also go
to Kazakhstan, and you let me take my
holidays in August. OK?
J: OK But only if you do the tennis weekend.
P: AU right, no problem, I'll handle the tennis,
if you take your holiday in January.
J: And you go to Siberia.
P: Oh, now wait a minute, J never agreed
to that' I couldn't possibly go to Siberia
•
unless you were able to .
5.4 Speaking Negotiations bargaining
~
2:22
Part 1
Ingrid: So, Harry, you want to set up an
e-business to sell music - mp3s and so on?
Harry: No, not mp3s - sheet music. You know,
printed music for musicians to play, like
song books, orchestral parts, and so on. At
the moment we sell through our network
of shops in Denmark, but I'd like to set up
an e-business .
I: To reach customers worldwide?
H : Exactly. But the problem is, we don't have
the skills, the staff, or the money to do it
ourselves.
I: Well, Harry, Holman Multimedia can
offer a complete package solution. We
design, build and manage your website,
and process your sales. We deal with
the payments, we can even handle the
logistics for you if you want. Although
I suppose you'll send most of the music
electronically, right?
H: Yes - as PDF files. It's much easier for us,
and the customer gets immediate delivery.
I: Exactly. So all you have to do is make sure
you have the product in stock, and count
your profits!
H: And pay you a monthly fee, is that right?
1: That's right, Harry. No capital investment,
no new staff, no overheads. And once you
start selling music all over the world, that
monthly fee is going to look very small.
H : All right then, Ingrid, I think we're in
business. So what's next?
I: That's terrific, Harry! OK, well, can you tell
me exactly what you want the site to do'?
You see, it all depends.
~
2:23
Part 2, Version 1
H : So, how soon can you deliver, and how
much is it going to cost?
I: OK. look. I'm going to write down a figure
per month here, just so it's clear, then you
can tell me what you think. There, how do
you feel about that?
H : Wow' No, there's no way I could pay that'
I: Well, l might possibly be able to bring it
down a little, but only if we had a threeyear contract.
H : A three-year contract! No, I can't agree to
that.
I: Well, in that case, I can't bring the monthly
fee down, I'm afraid.
H: And I can't commit myself to three years.
I: Well, Harry, you have my phone number. If
you change your mind, just give me a call.
~
2:24
Part 2, Version 2
H: So, how soon can you deliver, and how
much is it going to cost?
I: OK, look. I'm going to write down a figure
per month here, just so it's clear, then you
can tell me what you think.
There, how do you feel about that?
H : Wow' Is there any way we could bring it
down, sayzyxwvutsrqponmlkjihgfedcbaZYXWVUTSR
100J0?
I: Well, I might possibly be able to bring it
down a little, but only if we had a threeyear contract.
H: Well, I'd be reluctant to agree to a threeyear contract unless you could guarantee
a maximum down time of 24 hours per
month. Could you do that?
___j
lbrBusiness2.0
I
145
I:
Let me reassure you on that point, Harry.
OUf sites and servers are very, very
stable, and average down time is less
than 24 hours per year. So we're happy to
guarantee less than 24 hours per month,
as long as you choose our platinum service
level - but of course, it's more expensive.
H: Well, I don't really want to increase the
budget. Hrnrn ... What about lead time?
Can you have the site up and running by
next month?
I: Not unless we hire another developer. I
suppose we could do it, providing you paid
a year's fees in advance.
H:Hmm.
I: Normally, development time is around
three months.
H: Look, let's split the difference. I can pay six
months in advance, on condition that you
have the site online in two months. And if
you can bring the monthly fee down 50Ja
and include the platinum service, I'll agree
to the three-year contract.
I: You're a tough negotiator, Harry. But, OK,
[ think we can agree to that.
H: Excellent!
2:25-2:27
2
3
I might possibly be able to bring it down
a little, but only if we had a three-year
contract.
I might consider reducing the price, if you
increased your order.
I'd be reluctant to agree to a three-year
contract, unless you could guarantee a
maximum down time of 24 hours per
month.
5.6 C ase study St John's Beach C lub
~ 2:28
Loretta: Oh, Malcolm, there you are. I just
wanted a quick word.
Malcolm: Sure. Shall we use Illy office?
L: No, here is fine. I think I'Llhave a coffee
too.
M: Black, no sugar?
L: Yes.Thanks, Malcolm. I saw your memo
about the incentive trip - it sounds great.
wish I was going!
M: Well, why don't you? It would be an
excellent opportunity to get to know the
sales team better.
L: Yes, it would, wouldn't it? But I just
don't have the time, I'm afraid. Anyway,
the reason I wanted to catch you was to
confirm the budget.
M:Ah, yes.
L: I spoke to Charles. I've asked him to
allocate a global budget of $28,000. That's
for everything except travel, which is a
separate budget. That's up about 50Jaon
last year. How does that sound?
M: That sounds great. Thanks, Loretta. I'm
going to get one of our best negotiators to
talk to a couple of travel agents, and see
what sort of deal we can get. The hotels
usually work with several agents, and some
of them are prepared to negotiate better
terms than others.
L: Uh-huh. Try to persuade them to throw
in some extra benefits too. After all, if we
use the full budget, we're giving them a lot
of business. Sometimes you can get a free
upgrade to an executive suite, that kind of
thing. How many people are you taking?
M: Well, the top ten sales people, plus myself,
and partners - that makes 22. But if we
can negotiate a really good package, I'd
like to take one or two more sales reps
146
along. They've all worked fantastically
hard this year.
L: Yes, I agree. It would encourage the reps
who almost made it into the top ten. I
always think it's hard on number eleven'
It'll be about a week, like last year, I
suppose?
M: Well, again, if we can squeeze a couple
more nights out of the budget, that would
be great. But we'll see.
L: OK, Malcolm. Let me know what you
decide.
M: Sure. Thanks, Loretta.
6 C om pa ny a nd
com m unity
6,1 About business C orporate social
responsibility
~
2:29
Part 1
Interviewer: My guest today is Estela
Maldonaldo who is the co-founder
and Chief Executive of 'Beach Hut',
Argentina's most successful chain of beach
cafes. Estela, Beach Hut is not only a very
profitable business, but it's also famous for
its ethical principles. Are profit and social
responsibility really compatible?
Estela: Absolutely. [ opened the first Beach
Hut in Pinamar in 1998 with a close
friend who. like me, had just lost her job.
We both felt we'd been badly treated, and
we wanted to prove a point. Unlike the
multinationals we used to work for, we set
out to to treat our employees well, to look
after the environment, and to support the
local community. And of course we also
wanted to make a little money'
I: And today you have, how many, thirtyseven cafes?
E: Yeah, number thirty-eight opens next
month.
I: OK, so you've grown incredibly quickly,
and you've won a number of awards along
the way. How exactly have you managed
that?
E: We've always felt that our employees
should come first. Of course we love
our customers, and we're very grateful
to our shareholders. But our philosophy
is this: if you make your staff your first
priority, if you make sure they're happy
and motivated, then they're going to look
after your customers and so the business
is going to do well. And when the business
does well, shareholders are rewarded too.
~ 2:30
Part 2
I: So, Estela, tell us something about your
environmental policies, how have they
helped you?
E: Right from the start, we wanted to be the
greenest cafe in town. We do everything
we can to reduce our carbon footprint: we
have solar panels on the roof, we recycle,
we use biodegradable packaging ...
I: And all your food and drink is locally
sourced?
E: Yes.We work with local businesses as
much as possible, we want to be part of
the local community, not a big brand that
just takes people's money without giving
anything back. But it makes good business
sense too because it means we get quality
produce and minimise our transport and
logistic costs.
TbeBusiness
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
I: Right, so this is not just about altruism,
then? The bottom-line is just as important?
E: Everything is linked. We can only give
something back to the community if
we make a profit, but taking care of the
environment and the local community is
very good P.R.- and that makes it easier to
attract customers and to recruit good staff.
It's a virtuous circle!
I: I understand you also run educational
programmes for children in schools. How
does that help your business?
E: Argentina's beaches are an incredibly
beautiful and precious resource - but
they're also very fragile. We send volunteer
staff members to teach schoolchildren
how to protect our natural environment.
Of course, it doesn't have an immediate
impact, and it doesn't bring customers
through the door the next day. But in
the medium and long term, having the
environmental awards, and displaying the
logos on our website and on our packaging
really helps to build a positive image. The
market is extremely competitive, but our
customers are very loyal because they
know we share the same values. They
know we're not short-term driven; we have
to think more long-term about building
sustainable businesses, and it's the same
for society ill general. If you want a society
that cleans up the beaches and plants
trees and uses hybrid vehicles, you have to
think long-term. The short-term model just
doesn't work - not for business, and not
for society.
6,3 G ram m ar The passive and
reported speech
~
2:31-2:36
1
Leila Belabed: Mr Bullard, the mayor is very
upset. You've just dismissed 500 people
from the factory' Have you forgotten that
when your company arrived, you promised
to create jobs for our town?
2
Geoffrey Bullard: Well, of course I
understand that you are upset, Ms Belabed.
Unfortunately, new technologies have
revolutionized our industry. You must
understand that with new automated
machinery, we will no longer need so many
operators.
3
LB: I know that it is difficult to remain
competitive, but what about these people
and their famities? it's a disaster for them.
What are you intending to do to help
them, Mr Bullard?
4
GB: Please call me Geoffrey. Of course we
share your concerns. We are setting up an
outplacement service to help people find
new jobs, and I'm confident that most of
them will find work very quickly.
5
LB: But what about those who don't, Mr
Bullard? How will they survive? These
people don't have a lot of savings, you
know! Are you offering them financial
help?
6
GB: Yes,of course, Ms Belabed, you don't
need to worry about that. Each person has
already received a generous redundancy
payment. And we're also making interestfree loans and advice available for those
who want to start their own businesses.
ReCOrdings.
6.4 Speaking Meetings - teamwork
~
2:37
Anna: Do we all agree on that, then? All
right. The next point on the agenda is
company policy on gifts. What's your
feeling? Personally, I tend to think that we
need ...
Stan: Sorry to interrupt, but.
A: Yes,Stan. Go on.
S: Well, in my opinion, accepting any kind of
gift from a supplier is unwise. Would you
agree, Anna?
A: Well, Stan, on the whole, yes, J. would.
Now, recently we had a major problem
with our packaging suppliers. They were
sending 'thank-yo us' to our buyer's home.
S: Sorry, Anna. I don't see what you mean.
Jon: Gifts, Stan. Cases of champagne, I
believe.
S: Champagne? Oh, that was nice of them!
A: Well, I agree up to a point, but
unfortunately our buyer, Mr Vieri, not
only accepted the gifts, but also actively
encouraged the supplier to send more.
S: Well, I feel strongly that we should dismiss
Mr Vieri! It's bad for the company's image.
J: Stan, I see your point, but you can't just
dismiss someone for making one mistake!
S: So are you saying that we should keep
him? I'm afraid I can't agree, Jon! It's not
right, and he should leave the company.
J: But Stan, don't you think that everyone
should have a second chance? I mean.
A: Jon, Stan, can we stick to the agenda?
We're not here to talk about Mr Vieri;
we're here to decide on a clear company
policy for the future.
S: Yes,but wouldn't you agree that his
behaviour was unethical? So he should be
dismissed.
Magali: Could I just come in here?
A: Yes,Magali, do you have any views on this
issue?
M: I'm sorry, Anna. When you say this issue,
do you mean just our policy on gifts, or the
wider issue of corporate ethics? It seems
to me that we need to go further than just
C:
J:
C:
J:
I:
J:
C:
J:
on whatever criteria, whether it's their age,
their race, their gender, their religion, or
anything else.
But Jan, don't you think that's just an HR
problem? J mean, they're the people who
interview the candidates, not us. Nine
times out of ten, we only see a short-list
of the people they've already approved.
It's even worse when we recruit from the
agencies. That's another problem, by the
way: half of the people they send us are
absolutely hopeless.
l' clon't know how they select them, but
honestly.
Yes,Christopher. I know the agencies are
a problem, but I think we're getting sidetracked here. Could we agree that we'll
talk about the agencies next Monday?
OK.
Good. So, getting back to diversity.
Ines, what can we do to attract more
applications from women?
Well, for a start, we should offer more
part-time positions. Flexible hours, longer
holidays when the schools are closed, a
four-day week. You know, jobs that women
with families can manage. That's really
obvious. I've been saying this for years' I
mean, why don't we start by allowing our
present staff to go part-time if they want
to? I can think of at least four women
who'd be delighted to work part-time:
That would mean we could offer more
part-time jobs to new candidates.
Yes,Ines, thank you. That's an excellent
idea. Shall we get HR to work on it')
Christopher?
That's fine by me.
All right, that's decided then. All right,
shall we break for coffee now, or take point
three first?
6.6 Casestudy Phoenix
~ 2:39
Justin: ... so we all agree that we need to
keep an eye on that one. All right, that just
leaves point six on the agenda; the new site
for the South West. Helen, can you bring
us up to date?
A: Sorry, Magali, but perhaps we should
Helen: Yes,Justin. There's good news: we've
break for coffee. I think we're all a bit
identified three possible sites in a place
tired. Could we come back to this later?
called Port Katherine.
Glenn: Never heard of it!
6.5 Writing Reports and minutes
H: Well, it's a small town about 30 miles south
~ 2:38
of Perth. It's exactly what we were looking
Jan: All right, then. Let's move on to point two
for; close to Perth, but far enough away
on the agenda; diversity. As you know, our
not to attract too much attention from the
workforce is still 80% male. What's more,
environmentalists.
we have very few employees from ethnic
G: Well, that's good news! We don't want
minorities. The general feeling within the
another disaster like Cairns. Those Greens
group is that we need to take measures in
have absolutely no idea what this country
order to reflect the increasing diversity.
would look like if we didn't recycle cars:
Ines: Sorry to interrupt, Jan, but when you
J: Yes,all right, Glenn. Shall we let Helen
say 'measures', do you mean positive
finish?
discrimination? Hiring women in
G: Oh, yes. Sorry, mate.
preference to men, for instance? Because
J: Helen?
that's all very well in sales and admin, but
H: Thank you. Port Katherine's population
I really, really can't see women doing the
is only about three and half thousand, so
heavy jobs in production. And anyway, I'm
Glenn will be happy to know that there
not sure that positive discrimination is the
shouldn't be too much local resistance.
right way to approach the problem.
And the local authorities are desperate to
1 don't think it is either. It
Christopher: No,zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
attract new business and jobs to the area.
seems to me that we would just go from
J: Sounds good. You said there were three
one extreme to another - you know, all our
possible sites?
employees would be middle-aged female.
H: Yes,that's right. I've put all the details in
J: Point taken, Christopher. But, seriously,
this handout. There you are, Glenn.
that's what we want to avoid - extremes. In
G: Oh, yeah. Thanks.
fact, what we need are measures to ensure
H: Now, Site A is a good one. It's a greenfield
that we don't discriminate against anyone
site just on the edge of town. There are
several plus points. Firstly, it's close to the
highway, so access for our trucks is easy.
Secondly, the price of land is reasonable.
And thirdly, it's a nice flat site to build on.
J: Any negatives?
H: Well, just one. It's right next to the local
school.
G: Uh-oh!
H: But I don't think it's going to be a
problem. I spoke to someone at the
planning department, and they were
very enthusiastic. Sites Band C are also
possible, but they have other problems.
Site B is on a business park, so no
problems with residents, but it's a bit
expensive and taxes will be higher. Site C
is actually in the town centre.
G: Oh, yeah, perfect! 20·ton trucks in the high
street'
H: Actually, Glenn, it's not that bad. It's on a
big old factory site near the harbour, We'd
have to demolish the old building. and
access would be a bit of a problem, but
they could build a new road. It's possible.
J: OK, thanks, Helen. Excellent work. I'll
send somebody out there to start talking to
the locals.
G: 'Operation Charm and Diplomacy', eh?
J: Yes.
H: Hrnm ... Better not send Glenn, then!
7 M e rge rs a nd
a cquisitions zyxwvutsrqponmlkjihgfedcbaZYX
7.1 About business Risksand
opportunities in M&A
~ 2:40
Interviewer: If mergers are so difficult to do
well, why bother with external growth at
all? Why not just grow internally?
Bernard Degoulange: Well, the most common
reason, and probably the best reason for a
merger, is that your customers are asking
you for something you can't deliver. Let's
say you sell champagne. If people are
satisfied with your champagne, they're
going to start asking you for whisky, simply
because everybody would like to be able
to get the solution to all of life's problems
from the same place. Now, if you can't give
your customers the whisky they're asking
for, you have a problem. Because however
satisfied they are with your champagne,
they're going to go somewhere else for
whisky, and that's when you risk losing
those customers.
I: What advice would you give on finding the
right company to acquire?
BD: Personally, I have five points that I want
to examine when looking at a possible
acquisition: the five Gs. If I don't get good
answers to at least four of them, I don't
do the deal. The first of the five Gs is
Goals. Are our goals compatible? Are both
companies trying to achieve something
similar? If not, keep looking.
Secondly, Gains. I want to know if there
will be real gains in terms of economies of
scale. And will these gains compensate for
perhaps not being able to react as quickly
to new trends in the market because of the
size of the organization? Being bigger is
not always better.
The third point is Genes - and by that I
mean company culture. There's no point in
trying to merge a traditional, hierarchical
family business with a fast-moving start- up
with a relaxed management style. It just
T l» Business
zyxwvutsrqponmlkjihgfed
2.0
147
won't work, the cultural genes are too
different. It's not enough to find a partner
whose strengths compensate for your
weaknesses, and vice versa: there has to be
a real synergy in culture and personality.
7.3 Gram m ar Future form s and
expressing likelihood
~ 2:42
Ashley: Emma, Happy New Year!
I: OK, so, Goals, Gains and Genes. What are
Emma: Happy New Year!
the other two Gs?
A: What are you doing all alone over here?
BO: Geography and Growth. Are the
J haven't had a chance to talk to you all
companies based in the same city or
evening. Have some more champagne!
geographical area? If not, communication
E: No, J shouldn't. I'm going to give up
between headquarters is much more
smoking and drinking this year. It's my
difficult, and the Gains are harder to
New Year's resolution.
achieve.
A: Reafly?' Well, you can start tomorrow.
I: And Growth?
Come on, Em, it's New Year!
BO: Will the merger provide technology
E: Oh, all right, just a drop. Thanks. Anyway,
or skills that you don't have now, which
what about you, Ashley? What's the New
would takezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
too long to develop yourself,
Year going to be like for you? Have you
and which will unquestionably allow your
made any resolutions?
company to grow? If the merger will open
A: No, not really. But I'm definitely going to
new markets, which would otherwise be
find a new job. There's no way I'm staying
inaccessible, then it makes sense.
at that company for another year.
1: When you've identified the right partner,
E: Right. Have you got anything in mind?
how can you make sure the merger goes
A: No, butI'm going to read the job ads until
smoothly?
J find something good. I'm bound to find
BO: The most important thing is to look after
something better than what I do now.
your people: employees, management
E: Oh, I'm sure you'll find something easily.
and of course customers. but especially
Or you could go freelance, with the talent
employees. First of all. you have to keep
you've got.
them focused and productive. A merger
A: Freelance?' Well, I suppose J could, but [
is a wonderful opportunity for everybody
think it's unlikely. It's far too complicated.
to take their eye off the ball - and so it's a
No, I'm just going to choose about ten
great opportunity for the competition to
or 12 jobs to apply for, go along to the
jump in and take market share from both
interviews. and we'll see what happens.
companies in the merger.
I'm going to take my time. not rush into
Secondly You have to help employees get
anything.
over their feelings of loss and perhaps
E: Right. J think that's very sensible.
anger as quickly as possible. and accept
A: So, what about you? Are you going to stay
the new situation. Whenever there is a
at Artip?
merger, two companies die and a new
E: I doubt it.
company is born. It's essential to help
A: Really?' Are you going to leave, or are they
people get through that traumatic period,
going to throw you out?
to explain how things will change and
E: Well, both of those are quite likely,
what their new roles will be, and to get
actually. The company's being taken
them to accept the new organization and
over in February, so we don't know what
their new identity. It's essentially about
will happen. I mean, they're bound to
communication, sometimes counselling,
make redundancies, we just don't know
and compensating those who leave the
how many. Anyway, I'm starting evening
company, whether by choice or not.
classes next week. I'm going to retrain as a
marketing assistant.
7.2 Vocabulary Business perform ance
A: Excellent! Well. here's to a successful New
Year for both of us'
2:41
E: Yes,cheers! But, Ashley, isn't there another
Oxter Holdings today confirmed that they
New Year's resolution you've forgotten
have increased their bid for Fraxis Corp. to
to tell me about? Is that a real diamond'>
$98 per share. Fraxis Corp. was floated in
Who's the lucky man, then?
1993 at just $15 per share. After a sudden
drop of $3 in 1994, the stock rose gradually
7.4 Speaking Presentations - visuals
over the next two years to reach $50 in early
2:43-2:46
1996, when Fraxis acquired one of their
smaller competitors, Nimmco. The market was
A Now, my next slide shows how the number
not enthusiastic about the takeover, and Fraxis
of takeovers is likely to increase over the
fell sharply by over 40%. It then recovered
next decade. This one gives a breakdown
slightly and levelled off around the $30 dollar
by sector. This next slide highlights the
mark for the next three years. In 2000, Fraxis
probable effect on company performance.
CEO Alex Firman announced an alliance
And this one, this one and now this third
with the European market leader Haffmann;
slide show how share prices will fall.
the reaction was immediate. The stock price
B Now, the next slide shows some very
climbed to $65 as institutional investors
interesting data. As you can see - oh,
rushed to share in the profits. The alliance
perhaps you can't see - I'm sorry. the
has been a great success; with the exception
figures are rather small. Anyway, the
of temporary falls to $50 in 2006 and $59 in
forecast is particularly good, in contrast to
2011, Fraxis has climbed steadily to peak at
the data for the last three years, which is
$95, shortly after Oxter's first offer of $90 a
in the, ah, smaller table, over here, which
share was rejected last week. Analysts believe
you, ah, can't read either.
that Fraxis are unlikely to accept anything less
C If you look at the next slide, you'll see
than $110, so expect to see the price jump to
that we collected data using a Grossman
$100 plus when trading opens on Monday.
scheduled EMTI questionnaire modified
from the standard COF rapid assessment
surveys procedure, and compensated for
148
[J,,'Business2.0
statistical significance using an unbiased
reflex standard deviation algorithm.
D OK. customer reactions to price and
service levels after mergers: 300;0of
customers noticed an improvement: 49
said things had got worse. Errn, customer
satisfaction by sector: almost 90/0down in
retail; stable in the service and financial
sector; and 5% up for manufacturing
companies.
~ 2:47
How will our customers react to a merger?
My next slide shows two charts which
illustrate the problem. Recently, customers of
large Spanish companies were asked if they
felt that prices and service had improved,
remained the same or deteriorated as a result
of a merger. As you will notice in the piechart, only a third of customers noticed an
improvement, compared to almost half who
said that things had got worse.
Let's look at the bar chart, which shows
customer satisfaction by sector. As you can
see, after a merger, customer satisfaction
falls by an average of almost nine per cent
in the retail sector, whereas it remains about
the same in the service and financial sector,
and rises by five per cent on average for
manufacturing companies.
The figures seem to suggest that, on
the whole, customers are always likely to
react negatively to mergers. This is due to
a perceived drop in levels of service after a
merger. The results indicate that retailers,
where service is crucial to customer
satisfaction, are particularly affected, as
opposed to manufacturers, who benefit
from mergers. Of course, this is the result of
improved product quality and design. which
are the most important factors for their
customers.
7.5 W riting Presentation slides zyxwvutsrqponmlkjih
~
2:48
Good morning everyone. and thank you for
coming. Two months ago, you asked me to
conduct a strategic analysis of the company's
strengths, weaknesses, opportunities and
threats. I'm here today to present my findings,
and to make recommendations on the basis
of those findings. I intend first to give a short
summary of the company's position, and then
to invite you to ask questions and give your
reactions to my proposals. If anything is not
clear, please feel free to interrupt me.
First of all, I'd like to remind you of the
company's main strengths. Galway Software
has a reputation for innovation and quality
in developing highly-specialized customer
applications. We are able to provide excellent
service thanks to our small team of expert
engineers and developers. What's more, our
finances have been carefully and cautiously
managed: as you can see [rom the figures
on this slide, today the company is in good
financial health with practically no debt.
However, there are also a number of
weaknesses which must be considered. The
first, small weakness is office space. We
just don't have enough. The second, more
significant weakness is costs. As this graph
shows, our development costs have risen
steadily, whereas market prices are falling.
It is becoming increasingly difficult to
maintain our profit margins. The principal
explanation for these high costs is the high
salaries we have to pay to attract experienced
developers. A third, associated problem is
Recordings
recruitment: in spite of high salaries, we
are finding it increasingly difficult to attract
young engineers who prefer to join large
international companies. This brings me to
perhaps the most significant weakness, and a
problem which I want to come back to in a
few moments when 1 talk about threats, and
that is our size. As a small company in II very
specific niche market, we are vulnerable. If
things went wrong with just a few of our big
customers, we could have serious difficulties.
But before looking at the threats, let's
move on to opportunities. In particular, new
technologies and a changing world economy
arc opening up exciting ways of re-thinking
our business activities. For example, the
new member states of the European Union
in Eastern Europe have excellent schools
and universities: their young engineers are
talented, well-trained and keen to acquire
experience in companies like ours. Another
possibility is to do part of our development
work offshore, in countries like India where
labour costs are significantly lower than
in Europe. Last, but certainly not least,
we must look at opportunities in our own
industry: competition is fierce, and a process
of consolidation is under way. Many firms
are forming alliances or launching takeover
bids in order to exploit synergies, to make
economies of scale and to diversify into
new market segments. I believe these are
opportunities we should not ignore and I will
be making a specific recommendation in the
last part of my presentation.
So, I've talked about our strengths, our
weaknesses and our opportunities. I want
now to explain why one of the opportunities [
have just described is also a serious threat.
And finally, to look at threats: in the context
of the consolidation I referred to earlier,
Galway Software, as a small, successful, wellmanaged company with no debt, is a perfect
target for a takeover. It is only a matter of
time before a big international firm comes
knocking at the door with its cheque book
open .... Unless we move first.
In the last part of this presentation, I am
going to recommend that Galway Software
should itself launch a takeover bid. There are
many good reasons for this. Firstly, external
growth with a reasonable amount of debt will
make us less vulnerable. Secondly, a takeover
will allow us to diversify into new markets,
to expand our customer base and spread our
risks, and to make economies of scale. And
thirdly, the ideal candidate, Oranmore Video
Games, which is based just 20 miles away,
currently has more developers than it needs,
and has a lot of unused office space.
I'm going to give you a handout which
gives more details of why I believe we should
acquire Oranmore ...
7.6 C asestudy C alisto
~ 2:49
President: As you know, this year Calista
has lost one point five million dollars.
Obviously this situation cannot continue.
Unless we take action now, we will go
out of business next year. We have several
options to consider. Our first option is to
adopt the same strategy as [MM. IMM
have reduced their operating expenses by
20% over the last two years. However, they
have achieved this by ruthlessly cutting
jobs: one fifth of IMM's staff have been
made redundant. Here at Calisto we have
a long tradition of looking after our staff,
•
and I do not wish to choose this option
in the Middle East are doing financially;
unless there is no other alternative.
we can tell him if his prospective
Our second option is to follow the
customers pay, and how quickly they pay;
example of our friends at Reysonido, and
and, in particular, we can warn him if
buy European technology which would
one of his customers gets into financial
reduce our cost of sales byzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
10-15 0/0.
difficulty.
However, we estimate that this investment
I: And you give each company a rating which
would increase our operating expenses by
indicates how reliable they are')
half a million dollars a year.
JS: Yes,companies - and also countries - are
A third option is to cut our prices in order
given a rating. This gives us a quick guide
to increase sales. We estimate a price cut
to how safely you can do business with
of 10% might increase next year's sales to
a particular company or in a particular
$'16.5 million - assuming, of course, that
country Actually, there's much more than
our competitors do not reduce their prices.
just the rating. Clients like Daryl receive
However, our cost of sales would increase
detailed credit reports which help them
to just under nine million dollars.
decide if and how to work with different
My friends, there are three more options
companies.
whichzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
1 have not yet discussed with you,
J: 1 see. Now, what about credit insurance?
but which r would like you to consider
Is that something new?
carefully. Option number four is a merger.
J8: Well, it's relatively new over here in the
IMM have offered us three million dollars,
States, but not in Europe. European
companies have been using it for a long
which, Lll view of our desperate situation,
time. Seventy per cent of European
is a very reasonable offer. If we agreed to
companies use credit insurance, whereas
a merger with IMM, the new company
in the States the figure is below 5%.
would be the new market leader, and be
I: Why is that?
in a far better position to compete with
Dylan. However, there would no doubt
JS: Essentially because European firms have
to export, because their internal markets
be some redundancies in order to make
economies of scale.
are too small. Until now, the majority of
American firms have done most of their
Now, option live. This is a high-risk
strategy, but we must consider all possible
business in America, so they didn't need
credit insurance unless the customer
solutions. In order to compete with Dylan,
we need to be bigger; one way to obtain
was very risky. Nowadays, companies
like Eisenhart need to export, so they're
that critical size is by acquisition. Our fifth
discovering the advantages of credit
option is to acquire Reysonido.
Reysonido are likely to accept a takeover
insurance. For example, it means that in
Saudi Arabia, Daryl can trade on open
bid of around four million dollars. As well
account, with no need for letters of credit,
as synergy and economies of scale, this
which take a lot of time and are relatively
acquisition would also give us another
bonus: access to the technology which
expensive.
I: I see. Talking of expense, what does credit
means Reysonido's cost of sales is 10%
lower than our own. Of course, we would
insurance cost?
JS: Well, of course, it depends on the contract.
need to borrow the money, and the
The more risk the insurer takes on, the
repayments would represent around half a
higher the premium will be. But, on
million dollars per year over ten years: not
average, I would say, for international
so unrealistic with combined saJes of 25
credit insurance, between a quarter and
million, J believe.
1% of sales.
The final option is one which I sincerely
hope you will not choose. That is, to close
8.2 V ocabulary International deals
the company, and sell off our assets to
and paym ents
pay our debts. I have kept it until last in
order to stress that it is a serious option.
~ 2:51-2:55
All right, I'm sure you are anxious to
1
ask questions. After that, I would like
A: Bruno, have you seen this letter from those
us to consider all the options in detail;
people in Slovakia?
everybody's contributions will be valuable.
B: No, what do they want?
Thank you.
A: WelJ, they say they're ready to place a large
order now if they can pay next year.
8 In te rn a tio n a l tra d e
B: Well, you'd better do some research on the
company. Make sure they can pay! But be
8.1 A bout business E xport sales and
discreet. We don't want to upset them.
paym ent
2
C: I'm still worried about sending these parts
~ 2:50
by sea. They're quite fragile, you know.
Interviewer: Mr Sullivan, can you tell us first
D: Well, don't worry. We're meeting the
what exactly credit agencies do?
insurance people tomorrow. If anything
James Sullivan: Well, basically, we offer
goes wrong, we'll be covered.
a range of services in two main areas:
C: But the insurance premium will be
information and insurance. Some of our
expensive, won't it?
clients are interested in information to
D: Probably. But we have to do it anyway. It's
help them manage credit risk, and others
one of the conditions in the contract. No
come to us for insurance. But many
insurance, no deal.
companies, like Eisenhart Games, need
3
both information and insurance.
E: Francesca, have we received a payment
I: What sort of information can you provide?
from Kawasaki?
JS: We have details of over 50 million
F: No. And I've already sent two reminders.
businesses in countries all over the world.
E: Two? Listen, could you give them a call?
So, for example, we can help Daryl by
telling him how businesses and countries
Tf,cBusinessz.o
149
If we're not careful, they'll be late every
month, and I don't want to have the same
problems we had last year.
4
F: So, could you send the payment as soon as
possible..Mr Takahashi?
G: Well, it's just that there seems to be a
small problem with your invoice. It's more
expensive than we expected.
F: I'm sorry, M r Takahashi, but the invoice is
for exactly the same amount as our quote,
which you accepted.
G: Ah, yes. Well, as we are regular customers,
could you perhaps wait two or three
weeks? We just have a small cash-flow
problem at the moment. I'm sure you
understand, Ms Trevi. It's nothing to worry
about.
5
H: Well, we'll accept YOlLrterms providing you
deliver direct to our factory.
I: Hmm ... Our customers normally collect
the goods from the port of entry.
H: But you said yourself these parts are
fragile, so surely it would be better for
the same forwarder to deliver all the way
to the door? That way there's less risk of
damage.
I: Well, you have a point there, I suppose.
H: And this will be a regular order, so it
means a lot of business for the forwarder.
I'm sure you can negotiate good terms with
them.
I: Yes.Yes,you're right. OK, then. It's a deal.
8.3 G ram m ar Prepositions
~
2:56-2:65
1
A: It seems to me that with interest rates so
low, property is still a better choice than
the stock market.
B: Yes,you're right. I think a small flat in the
town centre should give a good return
2
C: I think you should talk to her. She's still
upset.
D: OK, OK I'll call her and tell her I'm sorry.
[ didn't mean what I said.
3
E: What state is it in after the accident?
F: Well, it could have been worse. Apart from
a broken windscreen and headlights, there
are only a few scratches on the paintwork.
I was lucky.
4
G: It's amazing. She already speaks seven
different languages, and she's picking up
Chinese really fast!
H: Yeah, some people just have a gift, I guess.
5
I: You desperately need to get some more
contracts. Relying on just one big firm is so
dangerous.
J: Yes, [ know. But we've always done most of
our turnover with them.
6
K: The Americans are much more demanding.
The Food and Drug Administration are
terribly strict. But if you want to sell in the
States, there's no other way.
L: Yes,there's no choice. We'll have to adapt
the product to their norms.
7
M: What if we deliver the goods but they don't
pay?
N: Well, we have a policy which covers that
risk. For a small percentage of the value of
the goods, we will guarantee to pay you if
the customer defaults.
150
C: I am not sure that at this stage a schedule
is appropriate, in view of the considerable
... cultural differences between our
companies.
D: Well, we need to start work soon if we
want to meet the deadlines.
9
C: Frau Meier, perhaps we should talk again
Q: Have you had any news from Taiwan?
in a few days, by telephone?
R: No, not a word. It's strange. Usually they're
D: Are you saying you're quitting the project?'
in touch at least once a week.zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFE
C: If you insist on putting it in those terms,
10
then, yes, I think probably that is best.
S: Hey, Terry. Have you changed the
3
passwords? I can't get into the database'
E: And you pay the shipping costs.
T: No, I'm having the same problem. I've
F: No, as I told you, our prices are ex works.
tried everything but the system won't let
You pay for shipping.
me in.
E: So you don't want to sell us your machine
tools?
~ 2:66
F: No, why do you say that? I never said that!
Paul: Oh, JenJ'Y,did you pick up my tickets?
E: Your terms with Auckland Industries last
Jenny: No, I'm picking them up this evening.
year included shipping, I believe.
I have to be there before six, so I'll be able
F: Yes,but that was a much larger contract.
to drop them off here by 6.30.
E: So our order is not very important for you?
P: That's great! What time's the flight?
~ 2:70-2:72
J: It's at 23.10. But it's OK - check-in doesn't
open until 21.15. You've got plenty of time.
1
P: Hrnm ... I've got the finance committee
A: I'm afraid I think we might need more
tonight. That usually goes on until at least
time to explore all the implications, and
half seven. I'll only just have time to go
perhaps to include some of our senior
home and pick up my suitcase. I probably
management in the discussions.
won't see the kids for a week now. They'll
B: Uh-huh, Yamada-san, correct me if I'm
be in bed by quarter to eight. When do I
wrong, but you seem to be saying that
get back from the States again?
you're not completely convinced by this
J: On Sunday morning. You've got six
deal.
meetings between tomorrow morning and
A: I'm afraid there seems to be a slight
Friday. That leaves you a day to visit New
misunderstanding, Mr Bryson. Let me
York, and you fly back late on Saturday
put it another way. We are as enthusiastic
evening.
about this deal as ever, but here in Japan,
P: Well, I don't think I'll have much time to
it is very important to take the time to
visit New York. I've got the Merosom pitch
consult everybody, and to be sure there is a
to prepare for next Monday. I'm going to
consensus.
be jet-lagged on Sunday, so I'll have to do it
B: Ah, yes, I understand. It's important for me
before flying back.
to keep my board informed too.
J: Oh, yes, that's right. When do you expect
2
Merosom to announce their decision?
C: I'm afraid we feel there are still quite a
P: Well, they said within three weeks. By the
large number of difficulties to face in
way,have you got the files for the New
this project, and these will take a very
York meetings?
considerable amount of time and money to
J: Yes,they're all ready. Do want to look at
resolve.
them now?
D: OK, Amal, have I got this right? You're
P: No, I've got another meeting'
saying that you're not sure we have the
J: Well, you'll have to read them during the
time or the money to make this project a
flight, then.
success?
P: Hmm ... I suppose so.
C: That's right. Especially in view of the
J: OK. Well, I'll get on, then, unless you've
considerable, er, cultural differences
got any other questions'!
between our companies.
P: Er, yes, just one. When am I going to sleep?
D: So, would I be right in saying that you are
considering withdrawing from the project?
8.4 Speaking Negotiations C: No, I'm sorry, Sabine, that isn't quite what
diplom acy
I meant. What I was trying to say was, we
need to take our different approaches to
~ 2:67-2:69
these problems into account, but I'm sure
we can find solutions.
A: I'm afraid I think we might need more
D: Yes, I'm sure we can. Perhaps we should
time to explore all the implications, and
talk again in a few days, by telephone?
perhaps to include some of our senior
C: Yes,that would be fine.
management in the discussions.
3
B: Look, Mr. Yamada, I've already been here
E: And if I've understood correctly, you will
a week, and I have a plane to catch this
pay the shipping costs.
evening. If you don't want to do this deal,
F: I'm sorry, perhaps I haven't made myself
just say so! I mean, when I get back, I
clear. The price we quoted was ex works.
have to tell my boss we have a contract, or
But we can quote including shipping if you
explain why I failed to get one!
like.
2
E: But didn't you say you would give us the
C: We feel that there are still quite a large
same terms as for Auckland Industries last
number of difficulties to face in this
year?
project, and these will take a very
F: Ah, [ see, yes. Well, allow me to rephrase
considerable amount of time and money to
that What I meant was, we would be
resolve.
very happy to give you the same terms
D: OK, Amal, let's sit down and work out a
as Auckland,zyxwvutsrqponmlkjihgfedcbaZYXWVU
if you were in a position to
schedule.
order the same volume.
8
0: Well, sales are up 300%, we've reduced
costs, our stock price has almost
doubled and shareholders are delighted'
Everything's worked out perfectly!
P: Yes. It doesn't get any better than this.
{be zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
F: But there are ten of them this time, and
8,6zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
C a se study Je dda h R oya l Be a ch
R e sort
2:73
Frederick: Good evening, Riaz'
Riaz: Oh, hello Frederick. Everything OK?
F: Yes,fine, thanks. I just wanted to give you
these applications, if you've got a moment?
R: Yes,of course. Have a seat.
F: Thanks.
R: OK, so what have we gol here?
F: Well, first of all, there's Ms Koepple in
room 406. She's with Cool Breeze. It's a
record label based in Buenos Aires. Now, I
know you don't like record companies, bUI
R: Yes,Frederick, and you know very well
why I don't like record companies and
those vulgar rock groups they send us,
always causing damage and disturbing the
other guests. Argentina, you say?
F: Yes. But Ms Koepple says they want
to organize a big conference for their
executives. There won't be any rock
groups or that kind of thing, just corporate
executives. So, they're applying for our
credit card.
R: Well, it's true we need to develop in the
conference market. It's good business, and
it often brings in more business by word
of mouth. But Argentina ... OK, leave it
with me and I'll look into it. How big is Ms
Koepple's bill?
F: Well, she's been here for four nights.
Leaving on Saturday. She's spending a lot
of money - maybe six thousand dollars so
far. But she's very nice, very friendly. I'm
sure she won't leave without paying.
R: Hmm ... she's applying for a credit limit of
twenty thousand. Let's keep an eye on her,
anyway. Let me know if her account goes
over ten thousand dollars, OK?
F: Sure.
R: What else have you got there?
F: The next one is Mr Kobayashi from Tokyo.
Remember him?
R: Oh, yes. The second-hand car salesman?
F: Yes.He's a really difficult customer. We've
had to move him to a different room three
times this week because he didn't like the
view, or it was too far from the restaurant
she's such a wonderful little old lady!
R: I should really suspend their credit and
insist on cash in advance. They're on,
let's see ... thirty thousand dollars. It's
just too big a risk. Have you seen the
latest cash-flow figures? Our customers
are taking longer and longer to pay, and
uncollectibles have gone over 3%! I'm
getting a lot of pressure from management
to take firm action.
F: Well, be careful; Mrs Saman told me
yesterday that her' brother is a very senior
government official. And remember, we
have a lot of guests from Egypt now. We
don't want to upset them.
R: Yes, that's true. You never know who
Mrs Sam an might talk to. She's a very
influential old lady, All right, leave it with
me, Frederick. I'll let you know what I
decide tomorrow.
R: Well, he may be difficult but his credit's
good. He seems to have built himself quite
an empire over there. Kobayashi Auto
Sales is doing very well. We've never had
any problem with his people.
F: Well, I wouldn't buy a car from him. He
never looks you in the eye, never smiles,
never says 'thank you', He wants us to
raise his credit limit, but I don't trust him.
R: Let me see. From fifty up to a hundred
thousand, eh? All right, ["IIthink about it.
F: Right. And this last one is our old friend
Mrs Sarnan and her team from Egypt.
R: Oh, no. Are they still coming here? I
thought we stopped their credit last year.
F: No, the company paid up in the end,
remember?
R: Yes,1do now. Charming lady, of course,
but that company - what's it called? Black
Nile, that's it. They invented the concept of
the slow payer! I think it took 18 months
to get them to pay their last invoice. What
does she want now?
F: Well, she wants us to raise their credit limit
to a hundred thousand, too.
R: Oh, no way!
The zyxwvutsrqponmlkjihgfedcb
B usine ss zyxwvutsrqponml
2.0
151
G lo ssary
T he definitions for the words in this glossary are from the zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
M a cm illa n D ictiona ry. T he red words are high-frequency
words, that is to say that they are among the 7,500 which native speakers use for 90% of what they speak or write.
S ee http://www.macmillandictionary.com
for more information.
1 C orpora te culture
ge a rbox I'gl:l{r),bokslnoun [count] a metal box that
contains the parts of a vehicle or a machine that change
engine power into movement.
1 .1 About busine ss
W ork culture a nd pla ce me nts
ma ilshot l'mellJoti noun [count] a letter or advertisement
a ssignme nt /a'sammcnt/ noun [count or uncount] task
given as part of your studies or your job: His first
assignment as a reporter was to cover the local election.
a utonomy /c.'tonomi/ noun [un count] the power to make
your own decisions: New regulations have severely
restricted the autonomy of doctors.
be a ting l'bi:tIl)/ noun [count] the act of hitting someone
hard a number of times as a punishment:
been given a severe beating.
The man had
dre ss code Idres koud/ noun [count] a set of rules about
what you should wear in a particular place or at a
particular event: The dress code in our office is very
formal: everybody wears a suit.
I'etlketl noun [uncount] a set of rules for
behaving correctly in a particular situation: Office
etiquette demands that you don't read other people's
messages.
initia tive 1r'11lf;lt1VI noun [uncount] the ability to think
of ideas and take decisions independently. Take the
initiativ e: to take the first step or be the first to take
action: She would have to take the initiative in order to
improve their relationship.
inte rn l'Il)13:(r)nlnoun [count] a student or recently
qualified person who works in a job in order to get
experience: Most employers prefer interns who already
have some work experience.
pick up /jnk 'I\pl phrasal verb [transitive] to learn
information or a new skill without trying or without
meaning to.
e tique tte
1 .2 V oca bula ry
W ork orga niza tion
sent to many people at the same time.
ra pport Ira:'p::l:(r)!n oun [singular or uncount] good
relationship
and understanding
between people.
ta ke the micke y /teik 0;) 'rruki/ phrase BRITISHIMORMALto
laugh at somebody, usually in a friendly way.
noun [count or uncount] useless materials
that are left or thrown away: A bill was introduced to
clean up toxic waste from local factories.
wa ste Iwelst/
1 .6 C a se study
C ounse lling
body la ngua ge zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
I'b o d i ,1a:IJgwlcBl
noun [uncount] the
movements or positions of your body that show other
people what you are thinking or feeling: Their body
language betrayed the tension between them.
bounce ba ck I,bauns 'bzek/ phrasal verb [intransitive] to
become healthy, happy or successful again after something
bad has happened to you.
e cho I'ebul verb [transitive] to express someone else's
ideas or to say the same words that someone else has said:
Blake echoed the views of many employees.
he a da che I'hedelkl noun [count] a pain in your head: l'ue
got a splitting headache zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
(= an extremely bad headache).
ope n que stion 1,;"lUp;)n
'kwestS(:l)nlnoun [count] a question
with a toh- question word, as opposed to a clo sed
questio n which has a yes/no answer.
outlook l'aut,lukl noun [singular] your general attitude to
things: share an o utlo o k: They shared the same kind of
outlook on life.
pa ra phra se I'pa:r;J,freIzlverb [transitive] to express
a nd re sponsibility
on a da y-to-da y ba sis Ion ;Jdel to del 'bersrs/ phrase used
for saying how often something happens. On a daily/
monthly/annual,
etc. basis: Safety equipment was checked
on a daily basis.
orga nigra m h:(r)'gren;Jgra:m!noun [count] a drawing or
plan that gives the names and job titles of all the staff in
an organization or department.
pre de ce ssor l'pri:dl,ses;J(r)1noun [count] the person who
had the job before: Alexander seems to have learned
nothing from the faults of his predecessors.
ta ke ove r /teik ';Juv;J(r)!phrasal verb [transitive] to take
control of something: IBM is taking over a much smaller
company.
1 .5 W riting
A pla ce me nt re port
a ppe ndix /o'pendrks/ noun [count] a section giving extra
what someone else has said using different words: It is
particularly important when paraphrasing to be sure that
you do not distort the meaning of the original statement.
pe rspe ctive Ipd(r)'spekuvl noun 1 [count] a way of thinking
about something: 2 [uncount] a sensible way of judging
the importance of something in comparison with other
things: keep so m ething in perspectiv e: It's important to
keep things in perspective and not dwell on one incident.
2 C ustome r support
2 .1 About busine ss
C a ll ce ntre s
bus /bl\sl verb [transitive] to take someone somewhere
copyca t I'kopi,kretl adjective
similar to something else and
to be a copy of it: copycat crimes.
ta x bre a k /tseks brew noun [count] a reduction in the tax
that you must pay: A tax break for college.
considered
details at the end of a book or document: Technical
specifications are included in the appendix to Chapter 9.
152
by
bus.
I be zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Glossary
tax holiday I,treks'holrdcr/ noun [count] a temporary
period, during which time the government removes certain
taxes (usually sales tax) on certain items, in order to
encourage the consumption or purchase of these items.
twentysomething
l'twenti,sAm81lJI
noun [count] refers to
the age of someone who is between twenty and twentynine.
2.2 V ocabulary
C ustomer service and telephoning
dip !'kl\plnoun [count] a small object that holds something
in position: hair clip.
earth 13:(r)81 verb [transitive] BRITlSH to connect a piece of
electrical equipment to the ground so that it is safe: Make
sure the machine is earthed properly.
retain /n'tern/ verb [transitive] to keep someone or
side-panel I'sald ,pren(;)l!noun [count] a flat part of a box
or other object that can be removed.
slot /slot/ noun [count] a long narrow hole that you can fit
something into.
upset /xp'set/ adjective very sad, worried or angry about
something: Why are you so upset?
2.4 S peaking
D ealing with problems by telephone
C ome again? /kxrn o'qen/ INFORMAL used for asking
someone to repeat what they have just said.
crash IkrreJ! verb [intransitive or transitive] COMPUTINGif a
computer or computer program crashes, it suddenly stops
working.
freeze /fri:zIverb [intransitive or transitive] COMPUTINGif
a computer screen freezes or is frozen you cannot move
anything on it because there is something wrong with the
computer.
correspondence
accounts payable (d,kaunts'pelgb(;))l/noun (plural] MAINLY
AMERICAN a
2.6 C ase study
C ybertartan S oftware
come up with l,kAIn'AP W IO/phrasal verb (transitive] to
think of something such as an idea or a plan.
from the horse's mouth /fram Og'bo.(rjsrz l11au81INFORMAL
information from the horse's mouth comes from someone
who is directly involved.
obsolescence I,Dbsg'les(g)ns/
noun [uncount] the state of
something which is no longer used: planned obsolescence
the practice of making products that will not last long, so
that people will need to buy new ones.
shift IS lfti noun [count] a period of work in a factory or
business where some people work during the day and
some work at night: a three-shift system.
staff turnover /sto:f '13:(r)nguv::l(r)/
noun [count or uncount]
the rate at which people leave jobs and new people arrive:
a high turnover of staff/personnel
something.
2.5 W riting
F ormal and informal
~
record of how much money a company owes
other people or companies for goods and services.
A S A P I,el es er 'pi:/abbreviation as soon as possible.
crack /krtek/ verb [transitive] to damage something so that
a line appears on its surface, but it does not break into
pieces: I dropped a plate and cracked it.
duplicate /'dju:phkelt/adjective made as an exact copy of
something else.
inconsistency l,ll1bn'slstgnsiln oun [count] something that
does not match something else.
patch IpretS I noun [count] a piece of software that you add
to a computer program to improve it or remove a fault.
T rojan (horse) l'trdud3(g)nh J:(r)s/,noun [count] COMPUTING
a program that seems useful but is designed to cause
damage, for example by destroying information.
write-off IraTIo fl noun [count] a vehicle or machine that is
so badly damaged that it cannot be repaired.
swap Isw opl verb [intransitive or transitive] to give
something to someone in exchange for something else: Do
you want to swap seats?
I'tnp(d)l! verb [transitive] to increase something so
that it is three times bigger than before: He helped triple
triple
the value of the company.
3 P roducts and packaging
3.1 About business
P ackaging
focus group /foekas ,gru:plnoun [count] a small group
of people who are interviewed together and give their
opinions to help a company make decisions.
frustration IfrA'strelS(::l)nf
noun [count or un count] the
feeling of being frustrated.
interface 1,lI1t;)(r)'feJS/
verb [intransitive] interact and
communicate with each other.
provocation l,pm v;)'keIS (d)nJ noun [count or uncount] the
act of doing or saying something deliberately in order to
make somebody angry or upset. She bursts into tears at
the slightest provocation.
rage Ireld31 noun [count or uncount] a very strong feeling
of anger: MAINLY JOURNALISMangry violent behaviour in
a public situation: It is clear that air rage is now on the
increase.
resistant In'zIst(g)ntla djective able to resist something:
a disease that is resistant to antibiotics.
trigger l'tn g g (r)1 verb [transitive] to make something
happen: to trigger an alarm.
wrap /rzep,' verb [transitive]to cover something by putting
something such as paper or plastic around it: I wrapped
my present for my sister's birthday.
3.2 V ocabulary
S pecifications and features
attention-grabbing zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQ
1::l'tenS (;)n ,grrebu]la djective an
attention-grabbing remark or activity is one that is
intended to make people notice it.
bird's-eye view l,b3:dz zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQ
at 'vju:1noun [singular}a good view
of something from a high position.
blueprint /blu.pnnt/ noun [count] a drawing that shows
how to build something.
flu'zyxwvutsrqponmlkjihgfe
B usine ss zyxwvutsrqponm
2.0
153
noun [count] a map used for navigation in
boats or planes.
foolproof /fu.l.pru.f? adjective very well designed and easy
to use so that it cannot fail and you cannot use it wrongly.
This recipe is foolproof: it works every time.
mockup l'm okApl noun [count] a model of a future product
that is the same size as the real thing.
ove rla y I'duvd(r),leIJnoun [count] a set of extra information
that is added to a picture by a computer.
re ta rda nt In'ra:(r)d(d)ntl
adjective slowing down a process.
cha rt ItSa:(r)tl
This door is fire retardant.
ta mpe r with I'tff!mpd(r),wIol phrasal verb [transitive] to
touch something and change it in a way that will
damage it.
3 .3 G rammar
Articles, relative
combinations
clauses and noun
bump /bxmp,' verb [intransitive
or transitive] to hit against
something solid: The cal' bumped into a tree.
drop ca lls I'dmp ko.lz/ phrase to fail to connect incoming
calls.
e mpowe rme nt /tm'paootrjmant' noun [uncount] giving
control or power over something.
flip cove r I'ftrp ,k/Wdl noun [count] part of a mobile phone
which folds over the keypad.
ge t rid of Iget 'nd dvl phrasal verb [transitive] to throw
away, give away or sell a possession that you no longer
want: I have to get rid of myoid computer.
no frills I'n;;lufnlz/ expression used for something which
is good enough but has no unnecessary extra features: A
simple meal with no frills.
ra ting l'rertuJ/ noun [count] a measurement
of how good
or popular someone or something is: The guide gives
restaurants a rating out of ten.
l'w3:(r)k,h:l:(r)slnoun [count] a very useful piece
of equipment that you use a lot: My old car was a great
workhorse
workhorse.
3 .4 S peaking
P resentations - structure
noun [count] a curved piece of metal for
hanging things on; a method for getting people interested
and attracted to something: Hang your coat on the hook.
le cture 1'lekt,f*)1 noun [count] a talk to a group of people
about a particular subject, especially at a college or
university: This lecture about the Dark Ages was really
hook Ihukl
fascinating.
ove rwhe lmingly
noun [count or uncount] a metal that is made
from combining two or more metals.
be ne fit I'benrfrtl noun [count or uncount] an advantage you
get from a product or situation.
fe a ture /'fi:t,fd(r)/noun [count] an important part or aspect
of a product.
intuitive /rn'tju.nv/ adjective an intuitive system is easy to
use because the process of operating it is very natural or
obvious.
plug-in I'plAginJnoun [count] COMPUTING
a software
addition which allows an application to perform
additional functions.
quibble l'kwIb(;:))lInoun [count] a complaint or criticism
about something that is not important: no quibble
gua ra nte e a promise to refund the customer without
questioning their reasons for dissatisfaction.
sta nd out I,st&nd 'aut/ phrasal verb [intransitive] to be easy
to see because of being different.
a lloy /'ff!brJ
3 .6 C ase study
Big Jack's P izza
BO G O F /'bogofl abbreviation
buy one, get one free.
a chequered pattern
or design consists of squares in two or more different
colours.
dine -in I,darn 'rn/ adjective used to describe meals taken in
a restaurant: dine-in cUITy.
fra nchise e l,frrentSaJ'zi:1 noun [count] a person or company
that has the franchise to sell a particular type of goods or
services.
fusion cuisine /'fjU:3ll kwr'zim/ noun [uncount] a particular
style of cooking food combining Chinese and Western
recipes.
gourme t l'gu;:)(r)meIInoun [count] someone who knows a
lot about good food and wine.
slide /slaid/ verb [intransitive] to move across a smooth
surface.
stre ngthe n l'strelJ8(;:)nl verb [transitive] to make something
stronger.
thre a t 18retl noun [count or uncount] something that could
cause harm.
U SP /ju: es 'pi:1noun [count] BUSINESS
u nique selling point!
proposition: the thing that makes a product or service
different from others.
che que re d I'tfeb(r)d) adjective
4 C areers
l?uv;:)(r)'welnlllJliladverb very strongly:
They voted overwhelmingly against the proposal.
ping IpIlJ/verb [transitive] COMPUTING
to send an electronic
signal requesting an answer from a device: I'll ping it to
you later.
looking for a person, animal or thing.
wra p up /,rrep 'Api phrasal verb [intransitive
4 .1 About business
C areer choices
e a rth-sha tte ring zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONM
1'3:(1')8 Sff!t(;:)1'I1)1 adjective extremely
surprising and important.
tra cking l'tr&kllJlnoun [uncount] the act of following or
or transitive]
INFORMAL
to finish something: That iust about wraps it up
fa)' today.
154
3.5 W riting
A product description
ine rtia 1l'1l3:(r)S;:)1 noun [uncount] a situation in which
something does not change: a feeling of not wanting to
change things.
jump in a t the de e p e nd l,d3Amp'm ,ret0;:)'diip ,end)
phrasal verb [intransitive] to become involved in a difficult
situation with little preparation.
TheBzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
usiness zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Glossary
pick someone's brains I,PIk'SAIllWAllZ .bremz/expression
INFORMAL to ask someone questions to get advice or
information: I wanted to pick your brains about this idea
I've had.
posse I'posi/noun [count] INFORMAL a group of friends.
start the ball rolling I,sta:(r)toe 'boil ,[;)u "I)1 expression to
make something start happening.
stay put l,steI'put!verb [intransitive] to remain in one
place or position.
treadmill/'tred,l1111lnoun [count] a situation that is
very tiring or boring because you do the same things
continuously.
4.2 Vocabulary
Careers, personal skills and qualities
controversial/,kol1tdv3:(r)S(;)1J adjective a controversial
subject, opinion or decision is one that people disagree
about or do not approve of.
flag /fIa:g/verb [transitive)to mark something so that you
will be able to find it again.
headhunter l'hed,hAnt;)(r)/
noun [count] a person or
company who searches for good staff and tries to
persuade them to leave their jobs and go to work for
another company.
liaise /li'erz/verb (intransitive] if one person Iiaises with
another or people liaise, they talk to each other and tell
each other what they are doing, so that they can work
together effectively.
multitasking 1,illi\1ti'ta:skrl)1
noun [uncount] doing several
things at the same time.
on the spot I,onad 'spot!expression immediateLy.
unconventional/,iI.llk;)n'venS(g)ngl/adjective different from
what most people consider to be usual or normal.
wannabe /woncbi/ noun [count] INFORMAL someone who
wants to be famous or successful.
4.3 Grammar
Present tenses
assault course /a'so.lt,b:(r)sl noun [count] an exercise
involving running, climbing and jwnping, used in military
training.
hand Iha:nd/verb [transitive]to give something to someone
with your hand; you have to hand it to someone
expression SPOKEN used for saying that you admire
someone for something they have done.
knock over I,IJok';)uv;)(r)1
verb [transitive]to hit something
so that it falls: The car knocked him over.
relevant I're\;w(d)ntladjective directly connected to what is
being discussed or considered.
undergraduate
I,Andg(r)'gra:d3U;)tI
noun [count] a student
who is studying for a first degree at a college or university.
You're kidding Ijo:(r) 'krdrn/expression mainly spoken
used for saying that you do not believe what someone is
saying.
~
4.4 Speaking
Job interviews
achievement /o'tjuvmant/ noun [count] a particular thing
that you have succeeded in doing after a lot of effort.
cope with /'bup ,wIol verb [intransitive]to deal
successfully with a difficult situation or job.
rapport Irre'po:(r)1 noun [singular/uncount] a relationship
in which people like, understand, and respect each other:
Having good rapport with your clients is essential.
regardless of Irr'ga:(r)dlgs'dvl phrase without being
affected by.
strength Istrel)81 noun [count] something that someone
does well: Ron's main strength is his ability to motivate
players.
weakness /wi.knas/ noun [count] a fault or problem that
makes someone less effective or attractive.
4.6 Case study
Gap years and career breaks
eco- li:bul prefix relating to the environment: used with
some nouns and adjectives.
find your feet /famd jg(r) 'fut/ expression to start to feel
confident and familiar with something.
step back I,step'bsek/phrasal verb [intransitive] to stop for
a moment in order to consider something objectively.
l'trend3;)b(d)1I adjective important and noticeable:
tangiblezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHG
tangible evidence.
underprivileged I,Alldg(r)'prrvglrd3d1
adjective not having
as many advantages or opportunities as most other
people.
5 M a king
de a ls
5.1 About business
Retailing
bric:ks-and-mortar I,bnksrend'm';):(r)tg(r)1
expression a
building, when you are thinking of it in connection with
how much it cost to build or how muchzyxwvutsrqponmlkjihgfedcba
it is worth: They
put their money into bricks and mortar.
claw lklo:1 noun [count] the sharp curved part at the end of
some animal's toes, for example a cat.
hit IhIt!noun [count] a piece of information that a
computer program finds for you: I searched for the name
'Mundy' and got over fifty hits.
5.4 Speaking
Negotiations - bargaining
down timezyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGF
I'daun .tarm/noun [count or uncount] period
during which equipment or a machine is not functional or
cannot work.
lead time I'Ji:d .tatm/ noun [count or uncount] the time
between starting and completing a production process.
package l'prekld31noun [count] a set of products or
services that are sold together as one unit.
reluctant /ri'lxktant/adjective not willing to do something.
tentative i'tentdtrvladjective not definite or certain.
TbeBusinesS2.0 155
5.5 W riting
A proposal
6.4 Speaking
M eetings - teamwork
cash flow l'kceS ,fi;)UI noun [uncount] the rate at w hich a
business takes in m oney through sales and pays it out for
the things it needs to continue operating.
civil servant /,slv(g)I's3:(r)v(;l)nt! noun [count] som eone
w ho w orks for a governm ent departm ent.
contingency plan Ibn'tm d3(d)nsi .pleen/noun [uncount) a
plan that helps you to prepare for possible bad events.
disabled /drs'eibfajld/ adjective som eone w ho is disabled is
unable to use part of their body or brain properly because
of injury or disease.
mail order /rnerl ':):(r)dg(r)1 noun [uncount] a w ay of buying
goods in w hich you order them by post or by telephone
and they are posted to you.
ethnic minority l,e8nlk m ar'noreti/ noun [count] a group
of people w ho have a different culture and different
traditions to m ost people living in a place.
merchant account 1'1l13:(r)tS(;J)nt
o.kaunt/ noun [count) a
special account for perform ing e-business transactions.
misconduct /nus'kondxkt/
behaviour,
set-up fee I'set A p fi:1 noun the price you have to pay to
have a piece of equipm ent installed.
6 Company and community
noun [uncountable]
unacceptable
6.5 W riting
Reports and minutes
derive /dr'raiv/ verb [transitive] to get a feeling from
som ething e.g. pleasure, satisfaction: deriv e so m ething
6.1 About business
Corporate social responsibility
-
-----
fro m so m ething :
They derive great enjoyment from these
simple games.
altruism zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
/'celtru,lz(;J)m l noun [uncount] a w ay of thinking
greenfield site /'gri:nfi:ld .sart.' noun [count] a piece of land
and behaving that show s you care about other people and
that has never been built on before.
their interests m ore than you care about yourself.
paternalism /pd't3:(r)n;l,lrz(;J)m /n oun [uncountJ governing
biodegradable l,bal;Judl'grelddb(8)1Iadjective biodegradable
like a father, by looking after people but also taking aw ay
substances can be broken into very sm all parts by bacteria
their freedom and responsibilities.
so that they are not harm ful to the environm ent.
positive discrimination /,poz;:)tlV dr.skrtrru'neij'(ajn/ noun
credo /'kri:ddul noun [count] a statem ent of your beliefs.
[uncount] the practice of giving special benefits to people
hybrid }'halbnd! noun [count) a m ixture of different things
from a group that w as treated in an unfair w ay in the past.
or styles.
sustainable /sa'srem obfcrl/ adjective
for a long tim e at the sam e level.
capable of continuing
virtuous circle /'v3:(r)tJu:ls's3:(r)k(8)1/noun [singular] a
process in w hich a good action or event produces a good
result that also causes the process to continue so that
m ore good results happen.
6.2 Vocabulary
M eetings, ethical behaviour and social
performance
damage limitation l'dcelllld3,lm ll'teIS(g)nlnoun [uncountl
the process of trying to lim it the am ount of dam age that is
caused by som ething.
extravagant /rk'strzevaqant/ adjective
unreasonable.
extrem e, excessive or
misleading /rm s'ludnj' adjective giving the w rong idea or
im pression and m aking you believe som ething that is not
true.
settlement l'set(;J)ll11:lnt!
noun [count] an official agreem ent
that ends an argum ent betw een tw o people or groups.
6.3 G rammar
The passive and reported speech
leakage /'li:kld31 noun [uncount] an am ount of liquid or
gas escaping through a hole in som ething.
protracted /pra'tneknd/ adjective FO R M A L continuing for a
long tim e, especially longer than is norm al or necessary.
stakeholder /'stelk,h;luld;l(r)1noun [count] a person or
com pany that is involved in a particular organization,
project, system , etc., especially because they have invested
m oney in it.
156
6.6 Case study
Phoenix
hazardous /'hcez;:)(r)ddsladjective dangerous, especially to
people's health or safety: These chemicals are hazardous
to human health.
resident /'rezld(:l)nt/ noun [count] a person w ho lives in a
particular place.
resistance /n'Z1St(:l)ns/noun [uncount] dislike of or
opposition to a plan, an idea, etc.
7 M ergers and acquisitions
7.1 About business
Risks and opportunities
in M &A
due diligence /,dju: 'd1hd3(:J)ns/noun [uncount)
investigation of a com pany's activities and finances before
investm ent or acquisition.
gene /d3i:nl noun [count] inform ation in cells that
determ ines a person's characteristics: He believes that
shyness is in the genes.
homogenize /hc'm odjsnarz/ verb [transitive] to m ake things
the sam e, often so that the result is boring.
open enrolment 1,;JU p;lnm 'rcolm ont/ noun [count] a
university class w hich anybody can join.
prestigious /pre'sndjos/ adverb respected and adm ired as
very im portant or of a very high quality.
susceptible /s;l'sept;Jb(;l)1/a djective
affected.
easily influenced
or
takeover bid I'telk,;:)uv;l(r).brd/
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQP
noun [count or uncount] an
offer to buy the shares in a com pany and take control of
it: Shareholders have accepted a takeover bid.
1be
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss 2.0
G lo s s a ry
turmoil/'t3:(r)m:JIiI noun [uncount] a state of excitement or
uncontrolled activity.
J.2
s
be in the black fbi:
In 0;) 'bleek/expression
to have money
in your bank account or more money than you owe: We've
been in the black for over a year now.
bid Ibid! noun [count] an offer to give a particular amount
of money for something, for example at an auction: We
Ie
Y
charismatic /,ka:nz'ma:nkl adjective
V ocabulary
Businesc:;performance
e
'it
~
received a bid of £5,000 for the table.
Ifllt;)(r) '8ru:1 verb [intransitive] if news
or infomation filters through to people, they receive it
gradually or after a period of time: News of the decision
filter through
a charismatic person
has a strong personality that makes other people like
them and be attracted to them.
meteoric I,mi:ti'onkl adjective becoming very successful
very quickly.
ruthless l'ru:8L~s!adjective willing to make other people
suffer so that you can achieve your aims.
slick /sltk/ adjective done in a very impressive way that
seems to need very little effort.
trumpet /'trAI11Pltl
verb [transitive] to announce something
publicly in a way that is intended to make it seem very
important.
filtered through to reporters.
lft;)u 'te rS (;)n l noun [count or uncount] BUSINESS
the sale of shares in a company for the first time.
F T S E100, the l.fu ts i WAn'hxndrod/ noun [uncount] the
Financial Times Stock Exchange index; an average of
the prices of shares from the top 1 0 0 companies on the
London stock exchange.
rum our I'ru:m;)(r)1noun [count or uncount] unofficial
information that mayor may not be true: He'd heard
flotation
8 Inte rna tiona l tra de
8.1 About business
E xport sales and payment
chase /tjers/ verb [transitive] to try hard to get something
you want: Many companies are still chasing debts that are
more than five years old.
rumours about some big financial deal.
7.4 S peaking
P resentations - visuals
cruciall'kru:S(;)V
adjective extremely important; crucial
to :
Listening to customers' needs is crucial to designing good
products.
/dr'ncriorert/ verb [intransitive] to become
worse: The economic situation is deteriorating.
disposable income /dr'spouzabta)! 'nkxm/ noun [uncount]
money that you have left to spend after you have paid your
bills.
highlight l'hal,lartl verb [transitive] to emphasize or
underline part of something: The presenter highlighted the
deteriorate
n.eedfor a quick decision..
overload 1 ,;)u v ;)(r)'I;)u d l verb [transitive] to put too much of
something on something; to present people with too much
information for them to understand easily.
7.5 W riting
P resentation
l'k re d rt,w 3 :(r)o ill;)s l noun [uncount]
ability to repay debts.
level playing field 1,lev(;))1'pleuj fi:ld! noun [singular] a
situation that is fair for everybody involved.
take on board !,terk on 'b:l:(r)dI expression to consider an
idea, to accept criticism and learn from past mistakes.
think outside the box 1 '8 Il)k aut.said 0;) 'bnks/ expression
to find new and unusual ways of doing things, especially
solving problems.
without a trace /WHYautI'l 'trers/ expression no sign that
someone has been present; disappear w itho ut trace: She
creditworthiness
slides
bullet points !'bulrt pornts/ noun [count] a circle printed
before each item on a list.
/dr'strrektnj/ adjective preventing you from
concentrating on something: This noise outside the
distracting
classroom is very distracting.
font Ifont! noun [count] TECHNICAL the style of letters and
nwnbers used in a document.
vague Ivelgl adjective not clearly explained or very
detailed: Witnesses gave only a vague description of the
was seen last week, then disappeared without trace.
wizard l'w lz ;)(r)d I noun [count] someone who is very good
at something.
8.2 V ocabulary
International deals and payments
file a claim zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
I,fall ;) 'klerrn/ verb [transitive] to present a
claim so that it can be officially recorded and dealt with.
forwarder /'f:J:(r)w~(r)d;)(r)1noun [count] firm specializing
in arranging storage and shipping of merchandise on
behalf of its shippers.
frequent-flyer
scheme /,fri:kwent'fiar;)(r).ski.m/ noun
[count] a system to encourage people to travel with the
same airline by giving them reductions or gifts.
get behind with zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPO
I,get bi'harnd ,wID/phrasal verb
[intransitive]zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPON
if you get behind with work or payments, you
have not done as much work or made as many payments
as you should have: She'd been zyxwvutsrqponmlkjihgfedcbaZYX
ill so oiten that, she was
getting behind with her schoolwork.
drivel:
TbeB U S iness2 .0
157
8.3 G rammar
P repositions
drop offzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
I,d ro p 'o fl phrasal verb [transitive] to take
som ething to a place and not stay there long: Is it OK if I
drop the documents
off later?
jet-lagged I'd3et,l~gd/ adjective feeling tired and
som etim es confused after a long flight.
pitch IPItSI noun [count] an oral proposal designed to
persuade som eone to buy your product or support you.
8.4 S peaking
N egotiations - diplomacy
consensus /kan'sensas/ noun [un count] an opinion that all
m em bers of a group agree w ith.
implication l,unplI'keIS(:l)nI noun [count usually plural] a
possible effect or result: We need to consider the financial
implications.
quit /kw rt/ verb [intransitive or transitive] to leave a job or
project: She quit after only six months in the job.
8.5 W riting
R equests and reminders
disregard l,dIsn'ga:(r)dl
to som ething.
verb [transitive] to pay no attention
extend /tk'stend/ verb [transitive] FO R M A L to agree to lend
som eone m oney or give them credit.
factoring l'f~kt:lnI)I noun [uncount] selling a com pany's
receivable invoices in order to obtain funds m ore quickly.
outstanding /out'stendrn/ adjective an am ount of m oney
that is outstanding has not yet been paid.
overdue l,dUV:l(r)'dju:1 adjective if a paym ent is overdue, it
should have been paid before now .
oversight j':luv;:,(r),sm tl noun [count] som ething
think of w hich causes problem s later.
you do not
settle j'set(:l)]/ verb [transitive] to pay all the m oney you
ow e som eone: He has thirty days to settle his bill.
8 .6 C ase study
Jeddah R oyal Beach R esort
armoury l'a:(r)m Jril noun [usually singular] a set of skills,
equipm ent or pow ers that is available for som eone if they
need it.
loyaltyzyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
l'l:m itii noun [uncount] continued use of the
products or services of a particular business: A high level
of brand loyalty.
uncollectible /xnko'lektabtajl,'
w hich cannot be recovered.
noun [count] a bad debt
vulgar j'vA lg:l(r)1 adjective som eone w ho is rude,
unpleasant, and offensive.
word of mouth !,w 3:(r)d av 'm auSI expression inform ation
com m unicated by people speaking inform ally to each
other.
158
tt» zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
B usine ss zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA
2.0
Based on the successof the original edition,
continues to offer
Business English students the fundamentals and skills they need to succeed In the
competitive international business environment.
Why it works for Business English students:
~
. - an overview of how
business works, covered right at the beginning.
Topics include business organization and CVs
and covering letters.
- each module is
clearly linked to key business topics:
• Personal development
• Service
• Supply chain
• Management and career
• Salesand marketing
• Enterprise
• Finance
• International trade
Student's Book
eWorkbook
Teacher's Book and
Teacher's Resource Disc
the modular structure allows
you to dip in and out. This is the course you can
make your own.
.I:'I":'I'''T7:''r::ri''
_
- an integral part
of the course on your own computer or laptop.
This includes extra language practice, tests
and word lists, and audio and video you can
download for on-the-go learning.
-the best
professionals are those with great emotional
intelligence. Special speaking tasks and the case
studies focus on this delicate but vital '5th skill'.
Pre-intermediate
aass Audio CDs
,_
MACMILLAN
www.macmlilanenglish.com
I S BN 978-0-230-43788-3
MACM1LlAN
D ICTIONARY
www·macmUandtcbooarcom