StudentsBook

Developing Business English Skills at Intermediate level

Louise Pile

Progress to VantageStudents Book

StudentsBook

Progress to VantageDeveloping Business English Skills at Intermediate level

Bridging the gapProgress to Vantage is a course book for business English students who are between BEC Preliminary and BEC Vantage level. Its aim is to bridge the gap between the two levels. The book is designed to be used by a range of business English students at this level whether or not they intend to take the BEC Vantage examination itself.

StructureProgress to Vantage consists of 12 double core units (i.e. 24 units). Each unit is likely to take approximately 90 minutes of class time. In addition, the centre of the book contains four Language Skills units and 16 grammar-based Focus units. These can be used flexibly to complement the core material.

Each core unit contains one page of Consolidation exercises, and the Focus units are also suitable for independent study. The Answer Key consists of complete answers to the Consolidation exercises (including model answers for the writing activities) and the Focus units. The book also contains comprehensive lists of vocabulary and irregular verbs. Progress to Vantage comes with a free CD; the tapescript to ah the listening activities can also be found at the back of the book.

Key featuresW ork-related topicsThe majority of core units begin with a focus on a work-related topic, e.g. Being the boss. This Topic Focus unit provides vocabulary input and opportunities for discussion based on generally authentic reading and listening texts.

Gram m arThe Topic Focus units lead into a Language Focus unit on the verb forms which need to be mastered by intermediate students. In addition, the Focus units in the centre of the book enable students to clarify and consolidate their knowledge of additional key grammatical areas, e.g. articles, other determiners, so/such and relative clauses. This overt focus on accuracy aims to help students to develop the language control they need to reach BEC Vantage level.

Business skillsUnits 3, 6, 9 and 12 focus on the key business skills of socialising, business writing, telephoning and presentations. The first part of each double unit, Situations, introduces functional language in situations related to the business skill. The second part, Skills, focuses on effectiveness in the business skill itself.

Language skillsA section in the centre of the book deals with the development of each of the four Language Skills: reading, writing, listening and speaking. While these skills are also practised in the core units, this section focuses explicitly on strategies students can use to strengthen performance in these areas.

In troduction i

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TO PIC FOCUS T rain ing opportun ities 1 LANG UAGE FOCUS P resen t sim ple and continuous 5

TO PIC FOCUS Successful com panies 9 LANG UAGE FOCUS P ast sim ple and p re se n t perfec t 13

S ITU A TIO N S Social s ituations 17 SKILLS Effective socialising 21

TO PIC FOCUS B usiness trave l 25 LANG UAGE FOCUS Passives 29

TO PIC FOCUS Being the boss 33 LANG UAGE FOCUS Review 37

S ITU A TIO N S Business co rrespondence 41 SKILLS Effective e-m ails 45

LANG UAGE SKILLS

FOCUS

TO PIC FOCUS Looking to the fu tu re 77 LANG UAGE FOCUS F u tu re form s 81

TO PIC FOCUS C orporate social responsib ility 85 LANG UAGE FOCUS M odal verbs 89

S ITU A TIO N S Telephone calls 93 SKILLS Effective te lephoning 97

TO PIC FOCUS W hat i f ...? 101 LANG UA G E FOCUS Conditionals 1 and 2 105

TO PIC FOCUS G etting s ta r te d in business 109 LANG UAGE FOCUS Review 113

S ITU A TIO N S P resen ting your com pany 117 SKILLS Effective p resen ta tio n s 121

T apescrip t 125A nsw er key 137S upplem entary m ate ria ls 151E ssential vocabulary and Irreg u la r verbs 154CD trac k list 167

LANGUAGE SKILLS

S tra teg ies for read in g 49

S tra teg ies for w riting 51

S tra teg ies for listen ing 53

S tra teg ies for speaking 55

FOCUS

1 Adjectives and adverbs 57

2 A rticles 58

3 C om paratives and superlatives 59

4 C ountable and uncoun tab le nouns 60

5 D eterm iners 62

6 G erunds and infinitives 64

7 Im peratives 65

8 Linking w ords 66

9 P ast continuous 67

10 Past perfect 68

11 P resen t p erfec t continuous 69

12 Punctua tion 71

13 Relative clauses 72

14 So and such 74

15 Time clauses 75

16 Too and enough 76

Training

S P E A K IN G Q Training is your passport to a rewarding career. Do you agree with the statement? Why/Why not?

Discuss the following questions. What are your professional goals for the next five years? What training do you think will help you to achieve these goals? Do you think you could achieve these goals without training?

opportunities

R E A D IN G Q Read the article on the opposite page about the Hospitality IndustryTraining & Development Centre (HITDC) in Hong Kong. Match each of the following headings with a paragraph from the article. Centre objectives English lessons Current and future developments Types of training programme Course trainers

Q Now read the article again. Are the following statements true (T) or false (F)? Correct any false statements.

1 About three hundred students take courses at the centre each year.2 Every tutor has worked in a hotel or hospitality service.3 Trainees are able to take English as an optional subject.4 The centre offers training programmes for pre- and in-service students.5 The centre is flexible and responsive to new developments.

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mThe HITDC was established to provide Hong Kong's young people with the best practical training facilities in Asia. Approximately 3000 trainees graduate annually from the centre and find challenging careers in hotels and hospitality- related industries. It is our aim to instil in our trainees the social and interpersonal skills and correct attitude essential fo r the service industry and equip them with the basic practical skills required.

T

To achieve this, a dedicated team o f instructors, all o f whom have extensive experience within the industry, conduct classes in a simulated training environment, which realistically reflects the nature o f work in the hospitality industry. Their close ties with the industries the centre trains for ensure that graduates receive the most up-to - date information.

aWith Hong Kong being an international city and tourism a major part o f its economy, the ability to communicate in English is essential. This is why it is a compulsory part o f all our training programmes. All our language instructors are native speakers o f English, giving our trainees excellent opportunities to interact with foreigners and learn about other cultures. Great emphasis is placed on building confidence regardless o f language standard.

EOur full-time courses for people starting their careers in the hospitality industry range from 12 weeks to two years. We also offer intensive short courses and part-time programmes. This flexibility enables in-service personnel to attend courses on a day-release basis whilst being paid a regular salary, an arrangement which benefits both the industry and its workforce. In-service personnel are also able to upgrade their knowledge and enhance their supervisory, administrative and management skills by attending courses run by HITDC in conjunction with the Management Development Centre o f Hong Kong.

EW ith the recent construction o f Chek Lapkok a irport and the opening o f the Disneyland project in 2005, the need fo r a highly-skilled and well- trained workforce in Hong Kong is becoming more and more evident. HITDC is constantly changing - and will continue to do so - in order to meet the evolving needs o f the hospitality industry. In fact, we are already designing new and innovative tailor-made CD-ROMs to support all our existing and forthcom ing training courses, and next year we are introducing a number o f new courses, such as Ticketing and Travel Agency Operations, to teach ticketing procedures and customer service skills.

For more information about the Hospitality Industry Training & Development Centre (HITDC), which operates under the

V bca tiona l Vocational Training Council in Hong Kong, training council visit its web site.K S I i l lS http:// www.hitdc.vtc.edu.hk

Vocational Training Council

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L IS T E N IN G Q Four students from HITDC speak about their training courses. Listen and make notes under the headings given.

Course title:C ertifica te in Front Office and Housekeeping Operations

Course content:

Useful features:

Course title:

Course content:

Useful features:

S P E A K IN G Q Which feature of the HITDC courses do you think is the most useful?

Q Work in groups. Draw up a list of the five most important features of effective training.

1 ______________________________________________________2 ________________________________________

3 _______________________________ ___________4 ___________________________________________5 ___________________________________________

Course title:

Course content:

Useful features:

Course title:

Course content:

Useful features:

3

Now compare your answers with those of another group. Is there anything you would change in your original list? Why/Why not?

D How many words can you find in the unit which follow the word ?

training course

Match the verbs and nouns.1 to build2 to meet3 to attend4 to place5 to get6 to serve

a emphasis b confidence c feedback d customers e a course f a need

101 Fill the gaps with on, with, in or from.1 The centre aims to provide trainees with

the best facilities in Asia.2 About 3000 trainees graduate annually

the centre.3 We aim to equip tra in ees_____

practical skills.4 Personnel can attend courses _ a

day-release basis.5 The courses ra n g e 12 weeks to

two years.6 There are excellent opportunities to

in te rac t foreigners.7 Great emphasis is p laced building

confidence.8 The centre has close ties _ industry.

m Match the words with similar meanings.1 ch ee rfu l a modern2 aim b happy3 essential c future4 instructor d objective5 up-to-date e trainer6 forthcoming f necessary

Q Which of the following adjectives go before each word below?

intensive social practical full-time pre-service part-time interpersonalwell-trained highly-skilled in-service

practica l skills

course

workforce

student

Q Complete the table. Then fill the gaps in the text below with the correct form of the words in brackets.

Verb Noun Person

manage management manager

instruction

train

know

development

Professional '(develop) D e v e ^ m e n t a t HITDC

If you want to improve your (manage) skills fo r the hospitality industry, we have

the course fo r you! Our courses are .deal

fo r both full-tim e HITDC ------- (tram) anin-service personnel studying on a day-release

basis. All our courses are taught by experienced (instruct) who will share their

(know) o f the business with you. For

more information, contact HITDC

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L A N G U A G E F O C U S

M EANING Q

FORM Q

V

Present simple and continuous

What is the difference in meaning between the sentences? We learn about computer systems. We are learning about computer systems.

Present simple and continuous

The present simple has the following forms.

Does the centre offer part-time courses?The centre offers a variety o f courses.The centre doesn't offer courses just for pre-service students.

The present continuous has the following forms.Is the centre developing new course materials?The centre is developing tailor-made CD-ROMs.The centre isn't developing internet courses at the moment.

a does the training programme last? b is taking a course at the centre, c give us real life experience, d am doing is Tour Guide and Service Culture, e dont know much about Chinese cuisine, f are learning to serve our customers, g starting your next course? h work receives a lot of foreign visitors.

Find and correct the mistakes in the sentences.

1 About 3000 students do take courses at the centre each year.2 Do the tutors all has experience of working in the hospitality services?3 HITDC is being constantly changing.4 We sit not in a classroom all day.5 The need for a highly-skilled workforce are becoming more evident.6 Mary study food preparation.7 I am currently work towards a Certificate in Housekeeping.8 The centre dont just offer programmes for pre-service students.9 Sue and I am studying in the same class.

10 When do the new term begins?

Match the sentence halves.

1 At the moment she2 Most visitors say they3 How long4 This week we5 The simulations we do6 The place where I7 When are you8 The name of the course I

USE Q Do we use the present simple or present continuous to talk about each of the following?

a Actions at/around the time of speaking present continuous b Routines c Factsd Temporary situations e Permanent situations f Future arrangements

Which of the uses above (a-f) does each of the following sentences illustrate? Some may fall into more than one group.

1 We usually video the role-plays.2 Later this week we are going to Stanley Market.3 I am currently working towards a certificate.4 All our trainers are native speakers.5 At the moment we are learning how to serve our customers.6 We offer intensive short courses and part-time programmes.

Now look through the tapescript again. Find one more sentence to illustrate each use.

FORM Q Look at the sentences. Summarise the rules about word order with adverbs of frequency (e.g. often, once a week) in English. We frequently work in the centres restaurant. We dont often work in the kitchens on Sundays. My colleague is occasionally late for work. We do simulations at least once a week.

Q Which present tense do we usually use with each time phrase? Put the following time phrases into the correct group below.

every day now usually once a week the day after tomorrow this week never at least twice a month most Saturdays

currently about once a year at the moment next Tuesday

Present simple Present continuous

every day now

Now work in pairs. Use the time phrases above to talk about yourselves.6

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We use the present continuous to talk about actions - but we do not use it to talk about states. So we do not usually use the present continuous to express the following.

opinions (e.g. believe, think) emotions (e.g. love, like) senses (e.g. see, hear, feel) ownership (e.g. own, need, have)

However, some verbs have a different meaning when used to talk about states o r actions.I have a good instuctor. I am having a nice time.I am having a good instructor.

I think it's a bad idea. I am thinking of doing a course.I am thinking it's a bad idea.

FORM Q A trainee at HITDC talks about her course. Choose the correct form of the verbs in brackets.

The training programme 1 1(do/^ doing)) now is called Certificate in Front Office and Housekeeping Operations. I 2(like/m liking) the course very much. It 3(teaches/s teaching) you about check-in and check-out procedures. We also

4(need/are needing) to learn about things like the organisation of the hotel. We 5(have/re having) good teachers and at the moment we 6(learn/Ve learning) about the Front Office computer systems and how to communicate in the most courteous way with different types of people. 17(enjoy/m enjoying) doing lobby duty. This is when we 8(welcome/re welcoming) real guests to our Centre. It 9(is/s being) very helpful and 110(think/m thinking) it 11(gives/s giving) me real life experience of the hotel industry.

SPEAKING Q Work in pairs. Interview your partner. Find out the following. What your partners job involves What your partner particularly likes about his/her work Any projects or activities your partner is currently involved in Any future arrangem ents your partner has at work

W R IT IN G [0 Write a short article (50-100 words) for your company newsletter about your partner and his/her work.

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C O N S O L ID A T IO N

Q Re-order the words to make sentences.1 they/leaving/evening/what/are/time/

work/this?What tim e are they leaving work th ie evening?

2 Jason/isnt/day/having/a/offi^today/work3 how/does/go/often/Sue/the/cinema/to?4 taking/I/currently/course/in/am/a/

marketing5 we/want/not/week/overtime/work/

to/do/every6 you/do/take/bus/the/work/to/usually?7 learn/we/regularly/about/cooking

methods8 they/us/teach/sometimes/skills/

management9 work/at/centre/the/starts/at/

8 am/usually10 need/I/come/to/centre/often/to/the/at/

weekends

Q Choose the correct form of the verbs in brackets.1 1^ mym being) on the Food Preparation course. On the course we 2(learn/re learning) about cooking methods and food hygiene etc. At the moment we 3(focus/re focusing) on hot kitchen procedures and 4(learn/are learning) how to prepare main courses and soups. We 5(often prepare/are often preparing) and 6(cook/are cooking) the food for the customers in the training restaurant. I 7(think/m thinking) this experience will be very useful for me in the future.

B Fill the gaPs with the correct form of the verbs in brackets.

1 1 m working (work) as an administrative officer at the moment.

2 She n ev e r____________(arrive) late forwork.

3 S h e___________ (work) very hard.4 T hey___________ (not/go) to the

conference tomorrow.

5 W e___________ (not/have) more thanabout 30 employees at our company.

6 ____________(we/have to) attend everysession?

7 ____________(you/stay) at home today?8 W h at____________(you/do) for a living?9 ____________(John/come) to the training

session tomorrow?10 S h e___________ (study) book-keeping

in her spare time.

Q Write a true sentence about yourself as an example of each use of the present.

1 Fact: I live in Switzerland .2 Routine:3 Action happening now:4 Temporary situation:5 Permanent situation:6 Future arrangement:

B Find and correct the mistakes in the e-mail.

f t Previous Next **

B Br$j Reply ^ Forward V j Delete 1 ( A+ (Jjt Inbox

From: marjaB@ut.ee To: sarahmilton@fleximail.com Subject: Im back in London Date: Thu, Aug 8 2002

Hi Sarah

Thanks for your e-mail. I'm now back in London,Im working

where L-worK for a sales company for just a few weeks. The company seem to be quite small. I am thinking there are about 20 people - and I am knowing most of them already!

And you? What you doing at the moment? You want to come and visit me? I not have a telephone at home but you can phone me on my mobile (0887 838383). Just call me if you are wanting to visit me.

Bye for now.

Marja

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Successful companiesS P E A K I N G Q What makes a company successful?

L I S T E N I N G Q Six people talk about successful companies in their countries. Listen and make notes.

Company name and activity

- *

Reasons for success

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Do you know the companies? Do you agree with the reasons given for their success?

SPEAKING Q Think of three more successful companies. Why do you think they are successful? Then work in groups. Which companies share the same reasons for their success?

Q Work in groups. Nokia is one of the most successful companies in the world. What do you know about Nokias: early beginnings? latest products? reasons for success?

READING Q Read the article about Nokia on the following page and check your answers.

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A successful company: NokiaJILL is an investment banker in her 40s. She is married, has no children and enjoys travelling, skiing and modern art. She lives in London. She is also Nokia's ideal consumer for the 8850 phone. This is described as a 'timeless classic', made of 'genuine materials' including an 'alum inium cover' which contains 'real metal'. When Jill bought her phone, she didn't just choose it for its technical abilities; she bought a lifestyle.

Hi-tech brands such as Nokia have dominated the brand league tables in recent years. In 1998 the company sold more than 40m phones worldwide and became the global number one mobile phone company.

Despite being hit by fears of recession and expensive third- generation mobile phone licences, the telecommunications sector is still a shining example of contemporary brand-building. Nokia has capitalised on the power of lifestyle association to sell goods in a highly competitive market. Hi-tech mobile products such as phones and laptops are marketed increasingly as fashion accessories. The Nokia 8810 is like

'a fine watch or fountain pen' and the IBM Thinkpad is 'designer workwear'.

Nokia has never been afraid to branch out into new areas. Originally a paper and wood pulp mill situated on the river Nokia in Finland (founded in 1865), the company joined forces first with the Finnish Rubber Works in the 1920s and later the Finnish Cable Works in the 60s to further its interest in semi-conductor technology and telecommunications.

The company entered the domestic telephony market in the 70s and produced its first mobile phones in the early 80s. Its latest lifestyle offering is a line of exclusive phones styled by fashion designers Jimmy Choo, Jasper Conran and Clements Ribeiro.

i i r * II I I ...... ............. . n- * * * - * * -

A dapted from an article by Jane Pavitt, The Guardian, 9 July 2001 Jane Pavitt

SPEAKING Q How important are brand and lifestyle image to you when buying a product? What other factors are important?

Q Think of three unsuccessful companies you know. What makes them unsuccessful?

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Complete the sentences below with the following words.

at for for in

intofor

withon

1 The main reason fo r the failure of Holt & Turner was its refusal to modernise.

2 The company plans to m ove moreprofitable areas.

3 MNJ has always had a good reputation quality.

4 KKP is involved _ _ _ many industry sectors.

5 Some companies I know are quite poor marketing.

6 PJ Sinclair is fam ous its large-scale engineering projects.

7 Heller Ltd has joined forces _____ WLM and Wisewoods.

8 A number of companies are capitalising the importance of image.

i l Match the words. Then use them tocomplete the sentences below.

1 high

2 well

3 fast

4 low

5 world

1 a wide b quality

c cost d knowne growingt

Siemens is well-known not only for its household appliances but for its presence in other sectors.

Germany has built up a reputation for its _____________________ engineering.

3 McDonalds is known

to Hong Kong.

4 A number of

- from New York

airlines are now competing with companies selling more expensive tickets.

Som e banks maybecome as big as the market leaders.

Complete the tableVerb Noun

inform in form ation

succeed

fly

judgement

involve

trust

product

grow

entertain

D Match the words as they appear in the unit.1 fashion----------- a name2 investment ---------- b accessory3 modern c banker4 league d example5 household e days6 brand f table7 early g art8 shining h appliance

m Complete the sentences about different companies you know.1 One reason fo r the success of Ryanair is

that i t is cheaper^ than many compet i t o rs .

2 is very good_________

has got a reputation

has become more and more well-known due the fact that

Despiteis

has not been afraid to

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VOCABULARY Q Put the following verbs into the correct group below.

go down rise fall recover remain constant level off decrease reach a peak dip fluctuate increase climb

decline go up pick up grow remain stable drop

Down ^ Stable----- Change of direction

riee go down

READING B Read the newspaper extracts about the performance of different companies over the past year. Match the extracts and graphs.

So, what has happened to other companies in the industry over the past twelve months? Well, Comtel's share price fluctuated dramatically between January and August 2001. The price then increased slightly and reached a peak at the end of September. Since then Comtel's share price has dropped to its January level.

TURNOVER at Cymro International remained stable during the first 8 months of the period. It then increased slightly in October. Since November, however, turnover has risen by over 25%. Company spokesman Markus Vogler said that turnover for the year was in line with the companys expectations but he did not comment on whether or not tb

A L C reported yesterday that its profits went up steadily between January and May 2001. Profits then dipped slightly but have remained jconstant for the last five I months. A spokesman j for the company said: f 'Although profits have I been satisfactory overall I we haven't been as , profitable over the last I fow months as we Iexpected.'

M EAN IN G B Underline the verbs from Exercise 1 used in the newspaper extracts.Which tense (past simple or present perfect) is used in each case? Why?

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-* L A N G U A G E F O C U S

USE Q Summarise the uses of the past simple and present perfect based on the verbs you underlined in the newspaper extracts.

Past simple Present perfect

To refer to completely finished actions

Q Now summarise the use of since and fo r based on the examples in the newspaper extracts.

FORM Q Complete the sentences below with the following words.

did reached for fall gone fluctuated rose didnt hasnt since

1 Turnover reached a peak during the middle of 2001.2 The companys profits drop last month.3 Has the companys tu rnover_____ since 1999?4 Did profits dramatically last year?5 Profits have declined gradually last August.6 The share p rice increased significantly for months.7 Profits steadily between 2000 and 2002.8 The companys turnover h a s _____ up slightly since the last quarter.9 sales dip at the end of July?

10 The situation has remained s tab le some months.

Past simple and present perfect

The past simple and present perfect have the following forms.

Present perfectTurnover has reached a peak recently.Profits haven't picked up over the last few months. What has happened to other companies?

Past simpleThe price increased slightly.Turnover didn't change.Did the company's profits rise?

Note the following spelling changes.

dip - dipped diversify - diversified

The past simple and past participle are the same in regular verbs. But in irregular verbs, they are different. Profits rose for the first time last year. Profits have risen continuously since then.

Note the following irregular verbs. For a list of other common irregular verbs, see page 166. be was/were has/have been grow grew has/have grownfall fell haslhave fallen rise rose has/have risengo up went up haslhave gone up

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Q Work in pairs. Your teacher will give you some cards. Sort the cards into two groups: past simple and present perfect.

Q Now go back to Exercise 4. Add more uses of the past simple and present perfect to your list. Add any time words and phrases which are often used with each tense.

Look at the tapescript. Underline the examples of the present perfect.Do any of them fit the uses you identified?

M EAN IN G EB Complete the sentences below with the following words.for never just already ever agosince last

1 Did you go to the sales conference \ae t week?2 Ive known my b o ss eight years.3 Jakob h a s reached his sales target and its only July.4 Iv e been to Prague on business before so Im excited about this

trip.5 Two w eeks I went on a really good training course.6 M aarjas worked h e re 1999.7 Have y o u worked abroad?8 My colleagues called about the meeting. He says it went very well.

SPEAKING ED Work in pairs. Take turns to complete the sentences with information about yourself. Ask your partner follow-up questions to develop the sentences into short conversations. Ive never... Yesterday I didnt ... Ive already ... I ... a few weeks ago I havent ... for ages I havent ... yet Last weekend I ...

Ive just ...I still havent ...In 2001 I ...Last month I ...So far, Ive ...Ive recently ... Since January I ...

EE For the next class, prepare a short presentation about the performance of a company you know well. Use the past simple and present perfect to comment on key trends.

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C O N S O L ID A T IO N

Complete the table.

Infinitive Past simple Past participle

be was been

fall fell

went gone

grow grew

rise rose

say said

sold sold

take taken

Q Which tense (past simple or presentperfect) is used in each sentence? Why?

1 In 1996 we won an award for excellence, p a s t simple

2 Ive spent many years working overseas.3 The company has made huge profits for

years.4 John worked in Sweden before coming

back to the UK.5 Dunholm has recently made an offer for

Karnac, a smaller clothes manufacturer.6 We have already reached our target -

two months earlier than expected.

Q Put the following time phrases into the correct group below.

Monday four years 1997 an hour March ten minutes ages this morningthe end of April two days a week ago

Since For

Monday four years

Q Choose the correct form of the words in brackets.1((^ >id you~segyHave you seen) a programme on television yesterday about UOL? UOLs one of the most successful companies in my country. The company 2(was only/has only been) up and running 3(for/since) a few years but it 4(al ready became/has already become) the number one internet service provider in Brazil. I think that one of the reasons why it is so successful is that it S(has never been/was never) afraid to expand. 1 6(heard/have heard) its now the biggest ISP in the whole of Latin America.

Q Complete the sentences with the correct form of the verbs in brackets.

1 We have never made (never/make) a loss before.

2 Since January 2000 sales _______________________ (fluctuate).

3 The share price of Imex pic ._______________________ (fall) by over a

third between 2000 and 2001.4 The com pany_____________________

(perform) better than all its competitors before 1998.

5 SLS______________________ (not/make)a profit over the last 12-month period.

6 Reagan L td _____________________(be) successful for years.

7 It seems that many companies_______________________ (not/do) aswell in 2000-01 as in 1999-2000.

8 How long______________________ (theshare price/be) so high?

9 Soares p ic _____________________(take over) three other companies so far - and plans to acquire more.

10 W hen_____________________(PKE/enter) the mobile phone market?

Q Write a short report (100 words) about the performance of your company over the last 12 months.

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ITS IT U A T IO N S

3 Social situationsSPEAKING Q Imagine you are visiting an English-speaking country on a business trip.

In what situations might you need to use English?

LISTEN IN G Q Listen to four short recordings and complete the information.

W here are the speakers? W ho is speaking?

1

2

3

4

READING Q Look at the situations on the opposite page. Note down useful phrases for the following.

Welcoming someone:Welcome to ...

Introducing yourself/introducing someone else:

Greeting someone/Responding to a greeting:

Thanking someone/Responding to thanks:

Making an offer/Responding to an offer:

Making a suggestion/Responding to a suggestion:

Making a recommendation/Responding to a recommendation:

17

Now look at the situations again. Underline any other useful phrases for social situations that you can see.

Hello, Peter. Welcome to England! Its nice to see you again.Hello, John. Good to see you too.Thanks for coming to meet me. Its a pleasure. Let me introduce my colleague, Lesley Power. Pleased to meet you, Lesley.Hello, Peter.Anyway, Peter, how are you?Very well thanks, and you?N ot too bad. So, did you have a good flight?Yes, it was OK, actually. But the food was terrible.So would you like something to eat before I take you to your hotel?Thatd be great, thanks.OK. Lets go. Shall I help you with your bags?Thats very kind of you.

Hello. Can I help you? Yes, Im here for a meeting at 10 oclock.Tim Evans said

hed come down here to meet me. Could I have your name, please? Yes, Im Eric Melrose from Nation Bank. Please take a seat. Ill let Mr Evans know youre here. Thank you. Youre welcome.

After a phone call Mr Evans said hed be down soon. In the meantime,

can I get you a drink? A coffee would be good, thanks.

8

tv) Good morning everyone and welcome to ITDc Communications.Thank you all for coming today.+3 For those of you who dont know me, my names3 Gavin Sykes and Im the Marketing Manager here at& ITD. Id also like to introduce you to Jean Peterson,

the Sales Manager of ITD. And this is Susan Bell, my secretary, wholl be taking the minutes today.

TTC#0

3

So, how about having a drink? That would be very nice. Shall I order us a bottle of wine? O r would you prefer beer? I think Ill have wine. I can recommend the house white - if you like a dry white,

that is. That sounds good.

To the waiter Excuse me. Could we have a bottle of white house

wine, please?

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1S IT U A T IO N S m 3m

M It 1 SPEAKING Q How would you reply to the following? Check that you know what to say. Then work in pairs and practise responding to the phrases.

1 Please take a seat.2 Can I help you with your bags?3 How about going out to a restaurant this evening?4 Let me introduce myself. Im Sam Dreen.5 Hello, Joachim. Its good to see you again.6 How are you?7 Can I get you something to eat or drink?8 What about going for a drink later?9 Thank you for all your help.

10 Id like to introduce you to my colleague, Sally Draper.11 I can recommend the fish in this restaurant.

Work in pairs. Practise the role-plays.

19

A You have come to the airport to meet a colleague you know from your parent company.

Greet your colleague and ask how he/she is. Offer to take him/her to the hotel. Suggest you meet in the evening for a meal.

B Your plane has just landed at the airport.A colleague you know is there to meet you. Respond.

A You have invited your visitor for a meal in a local restaurant.

Offer to take his/her coat. Ask if he/she would like a drink. Recommend something to eat.

R You are in a restaurant.You have been invited for a meal by an employee of the company you are visiting.

Respond.

A You work at your companys Reception. A visitor arrives.

Greet the visitor. Offer to contact the person he/she wants to see. Ask the visitor to sit down. Offer him/her a coffee. Introduce the visitor when the other person arrives.

B You have an appointment with a client. Go to the Reception area of your clients company. Respond.

f l Re-order the sentences to make a conversation at the airport.Are you Mr Olawski? J

Youre welcome. Its nice to meet you finally. How was your flight?

Yes, I am.

Hello. My nam es Jacob Laker from Martons Communications.

Oh hello, Mr Laker. Thank you for coming to meet me.

Not too bad, thank you.

Q Complete the sentences. The first letter of each missing word is given.

1 W hat about having a drink?

2 W toPCB.

3 P____take a seat.4 L____me help you with your bags.

5 P____to meet you.

6 Thats very k of you.

7 Did you have a good f_____?

8 T would be great.

9 T___ is my colleague, Steven Jones.

10 A coffee w be good.

Q Think of alternatives for the underlined words.

1 Welcome to London. Paris2 Did you have a good flight?

3 Let me introduce Sue.4 Please take a seat.5 Thatd be great.6 Good to see you again.7 Can I help you?8 How about having a drink?9 Thats very kind of you.

10 Thanks for coming to meet me.11 I can recommend the white wine.12 Shall I help vou?13 That sounds good.

Q How would you reply to the following?1 Can I get you something to drink?

A coffee would he great, thanks.

2 Can I help you with your luggage?

3 This is my girlfriend, Maria.

4 How about meeting later for a meal?

5 Please take a seat.

6 How are you?

7 Pleased to meet you.

8 Thank you very much for your help.

Q Find and correct two mistakes in each short dialogue.

1 Welcome .in'London! to Thanl^you. Thank you

2 Shall I to help you with your bags? Thats very kind from you.

3 Id like to introduce you mycolleague, Mark Smith.

Pleased to meeting you.4 Did you have a good fly?

Not too bad, thank.5 What about go to a restaurant?

OK. That sound good.6 Im here to a meeting with Mr Cox.

I let him know youre here.7 Thank you for come here today.

Its pleasure.8 Hello, Jim. Im nice to see you again.

Me too.9 How about to go to the theatre?

That will be great.10 Let me to introduce Jake Lyons.

Weve met! Please to see you again.20

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Effective socialising

SPEAKING Q What do you understand b y small talk?

When do you need to make small talk?

READING Q Read the article. What advice is given about making small talk?

Small talk in the office

HffW mykt ycu S ta r t a convM ation

with sotvieone oi(rv\b know>

Think of three ^nesf/Wr you

c ,< rw \d C M k s c r v * e & n e

t o f i n d o u t i f y c u r

have anything iti Com ha o n .

Dont talk to strangers! If only you could hide behind that piece of wisdom whenever you chose. But working life is all about talking to strangers and doing it well. This starts

^vyith yourflrst-4nterview and conu&q'es until your retirement

my, so its essential to feel fat ease with creating

mversation.IfyoTl are Otmously making

an effort when speaking to someone, you wont engage their interest; making no effort at all has the same effect. Somewhere in the middle is the happy compromise that makes you worth talking and listening to. The purpose of small ta lk js far .pgople who

sdm^Tlaiow each otherl5H3jid /out if they have anything ii\ common that might be worj, developing further. T henenod

of time allowed for checking whether its possible to establish rapport is very short. Most people can tell wit]: m inu tesjw hether' Hie> is

^ally not try ing^Jha^fa good indication that any relationship which follows will be unequal - with you at a disadvantage. If there is nu^evidenee_ ofjnutual intepestTmove on to'aTmaqre

romising prospect as soon m u politely can.

What Cart you do tv keep a conversation

going?

Horn car1 yon show you're interested m Scrvueone

hoo to say

What bunds of opnestion^ s do yo\A. Hunk. m ight he good q u es tio n s? Hoiv car\ yon shsni you are listening

carefu lly ?

Hon) Can y o u end a

Conversation.p o l i t e l y >

Adapted from an article by Irene Krechowiecka, The Guardian, 19 May 2001 Irene Krechowiecka

SPEAKING Q Discuss the hand-written notes.21

S K ILLS

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Keep the (Conversation ojoinp

btft showing interest in the other speaker.

Cdho ^ h a t he)she saxps or add a pxestion or a

to w w en t.

Choose one of the following phrases to respond to each comment below.

Really? Did she? So have I. That sounds interesting. Me too. Have you? What was it like? Does he? Would you?

1 Id like to work in the USA.2 He now works for Marcina.3 We went to Monaco on holiday.4 She got the best sales results last month.5 Ive just been on a marketing course.

LISTENING Q Two people are at a conference. Listen to their conversation. How effectively do they socialise?

Now read the tapescript. How could you change the dialogue to make the socialising more effective?

SPEAKING Q Work in groups of three. A and B are at a conference.

A Start a conversation with someone you think you recognise.

B Continue the conversation.

C Listen to A and B.Take notes on how effectively they socialise.Then give feedback.

23

C O N S O L ID A T IO N

Q Write five questions people might ask you in socialising situations. Write the answers you would give.1 Q Where do you come from?___________

A I come from France.______

2 Q _______________

A __________________________________

3 Q __________________________________A ________________________

4 Q ____________________________________

A __________________________________

5 Q ____________________________________

A __________________________________

6 Q ____________________________________

A _________

Q Answer the questions. First give a basic answer. Then add a follow-up comment.1 Where do you come from?

I come from England wasLiverpool, actually.____________________

2 What do you do?

3 How do you get to work?

4 What do you do in your free time?

5 Where are you going on holiday?

6 How long have you been with the firm?

Q Change each closed question into a more open question.1 Are you from Germany?

Where are you from?___________

2 Were you a m anager in your previous job?

3 Are you going on holiday this year?

4 Are you interested in football?

5 Do you like your job?

Q Add a follow-up question to to each dialogue.1 Did you enjoy the conference?

Yes, I did. What d id you th ink about the

workshopa?________________________

2 How long have you worked for LDH? About five years. _________________________

3 Is this your first visit to our company? Yes, it is. _ _ ________________________

4 Do you come from France? Yes, I do. _____________________________________

5 What do you do? Im a production manager.

6 Did you go to the meeting yesterday? Yes, I did.

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4SPEAKING Q Discuss the following questions.

How often do you travel by plane? What factors do you take into account when choosing an airline?

Business travel

READING Q Read the article on the opposite page about the airline easyJet.Summarise the six reasons why many passengers prefer easyJet.

1 ___________________________2 ____________________________________________________3 ________________ ________________________

4 _____________________________________________

5 _____________________________________________

Q Order the reasons according to their priority for you. Then work in groups. Reach agreement on the three most important reasons for traveRing with easyJet.

25

A dapted from easyJet In-flight magazine, M ay 2001 easyJet Content no longer factually accurate

With so many flights now being sold by airlines across Europe, it can be difficult to know which option to choose. Until, that is, you see w hy easyJet has become one of the leading low-cost European airlines in the five years since it was founded.

Here are six good reasons why you should make easyJet your first choice every time:

easyJet offers great value fares, often offering fares at a fraction of the price charged by 'traditional7 airlines. This is

achieved by keeping costs to a minimum (by cutting out unnecessary services), eliminating the middleman by selling direct to passengers, and using less congested and less expensive airports.

easyJet currently flies a total of 30 routes to 16 top business and leisure destinations within Europe. Five more

routes are being launched this summer.

easyJet sells one-way fares so you can go and come back whenever you like.

# No minimum stay is necessary in order to qualify for the lowest fares, unlike with manyother airlines.

4 easyJet offers you flexibility on all fares - but you only pay for this if you need it. For an administrative fee of just 10 per stage of the journey, plus any difference in fare, your flight can be changed.

5 easyJet flights are simple and problem- free. No tickets are issued so all you need to check in is your passport (for international flights).

6 easyJet consistently scores well in consumer surveys, often out-performing traditional airlines, illustrating passengers7 satisfaction with the airline's service. For the second consecutive year, easyJet has been voted the 'Best Low Cost Airline' by readers of Business Traveller magazine, the industry leader for airline awards.

26

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SPEAKING Think of three questions you would like to ask a member of the cabin crew about easyJet.

READING Q Here are six of the most common questions that passengers ask easyJets cabin crew. Can you see any of your questions?

a How many planes are there in the easyJet fleet? b How old is the easyJet fleet?c Why does easyJet operate only one type of aircraft? d Why isnt there a business or first class section? e How many passengers does the plane hold? f Why are easyJets contact details painted on the plane?

LISTENING Q Members of the cabin crew answer the six questions. Listen and decide which question each speaker answers. Then listen again and note down the responses.

1 ______________________________________________________2 ____________________________________________________3 ___________________________________________4 ___________________________________________5 ___________________________________________6 __________________________

Q Listen to the speakers again. Match the verbs and nouns they use.

1 to book------- a costs2 to minimise ----------- b a flight3 to come c efficiencies4 to maximise d of service5 to reach e a destination6 to take out f into service

SPEAKING Q Work in pairs. Ask and answer the questions in Exercise 5. Use the verbs and nouns from Exercise 7 in your answers.

Q Work in groups. You are going to launch an innovative new transport service. Discuss the following questions. What service would you offer? How would you differentiate your service from that of your competitors? What problems might you encounter? How would you overcome them?

27

Look back at the article and tapescript.Find words and phrases with approximately the same meaning as the following.Article

1 choice option2 top3 established4 price you pay for a ticket5 small part6 busy7 place you travel to8 money you pay for a service9 without variation

10 questionnaires asking for peoples opinions

Tapescript

11 know are aware o f12 take the place of13 aeroplane14 hiring15 team of people working on a flight16 value for money17 getting on a plane18 group of vehicles

Complete the table.

Adjective Noun

traditional trad ition

congested

expensive

flexible

administration

simple

satisfaction

aware

complexity

long

Q Complete the sentences below with thefollowing words.

off for at outin into to of

1 The planes are not very big so you can get o f f them quite quickly.

2 Customers need to be a w a re howto book their flights.

3 New planes are soon com ing_____service.

4 easyJet is com m itted flying amodern fleet of aircraft.

5 Older aircraft will be ta k e n ofservice when new planes arrive.

6 No minimum stay is necessary to qualify the lowest fares.

7 To check , the only thing you needis your passport.

8 easyJet offers fa re s a fraction ofthe price of traditional airlines.,

Match the verbs and nouns.1 to launch ^ a a company

2 to issue b a product3 to found c costs4 to book d a ticket5 to minimise e a flight

0 Fill in the missing letters to completewords from the article and tapescript.

1 f __cti__ fraction

2 11aiia _c_

3 v_lu_

4 c_st-_ ff__ __veness

5 f_ ig_t6 aw __d

7 i 1

8 a _ r l__e

9 s__ve_

10 ro_t_

28

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Passives

M EAN IN G Q What is the difference in meaning between the sentences in each pair? easyJet offers cheap fares. Cheap fares are offered by easyJet.

Stelios Haji-Ioannou founded easyJet. easyJet was founded by Stelios Haji-Ioannou.

They have reduced the ticket price. The ticket price has been reduced.

C S I323S

We form the passive with subject + correct tense of be + past participle. One-way tickets are sold.It was voted Best Airline.Fares have been cut.

We can use by to refer to the person or thing that does the action.No tickets are issued by easyJet

FORM Q We can use the passive in different tenses. Put the following active and passive sentences into the correct position in the table below.

The flights are booked by John. John is booking the flights.The flights have been booked by John. John booked the flights.The flights might be booked by John.

Active Passive

Present simple John books the flights. The flig h ts are booked by John.

Present continuous The flights are being booked by John.

Past simple The flights were booked by John.

Present perfect John has booked the flights.

W ith a modal verb John might book the flights

29

Q Look back at the article on page 26. Find a passive form in each tense.

Passive

Present simple

Present continuous

Past simple

Present perfect

Modal

Q Change the sentences from active to passive.

1 They booked a holiday. A holiday was booked.2 We advise you to fly with easyJet.3 They are completing the preparations at the moment.4 You can make bookings on the internet.5 We have made a number of changes.6 easyJet will take its old planes out of service.

USE Q Look at the following reasons for using the passive. Then look at the sentences below. Why do you think the passive is used?a We do not know who did the action, b The person/thing that did the action is not important, c We want to emphasise the action - not the person who did it. d We want to emphasise the object - not the subject, e We want to be indirect in order to be polite or diplomatic, f We want to be indirect in order to be formal.

1 The meeting has been cancelled.2 Refunds are not usually given.3 The company has been taken over by KHJ.4 You are requested to be punctual.5 The report was published by JRC, a well-known consultancy company.6 No tickets are issued.7 Expenses forms were not checked before payments were made.8 Maintenance work is done by Smithson Ltd.9 Clients are reminded that payment is due within thirty working days.

10 We are writing to inform you that several mistakes were made in the most recent invoice.

30

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We can change active to passive only if the active sentence has an object.Active: They are launching a new service.Passive: A new service is being launched.

If the active sentence has no object, it is impossible to change it to a passive form. Active: The new service has started.

FORM Q Which four of the following sentences cannot be changed into the passive?1 We are introducing a new system next year.2 They arrived last week.3 Hartley pic paid 20 million to acquire JLC.4 Profits have fallen recently.5 Everyone is working hard.6 You made a mistake.7 KTS provides a first-class service.8 Your company has not paid the invoice.9 Susan Gregson works here.

10 We will do our best to fulfil the order.

Now look at the other sentences again. Which would you choose to change into the passive? Which would you prefer to keep in the active? Why?

WRITING Q Rewrite the letter to make it less direct. Use the passive where necessaryand make any other changes you think are needed.

Pea r Mr J 'ohnson

Thank you for your letter o f With invoice forconsultancy services, PoWever^ you have made a. mistake. We paid an initial sum o f LTfiOO on 30 November but you have asked us to pay this sum attain in addition to the sum o f t-2^000 for other services.

t telephoned your office to speak to you today. Your secretary told me tha t you were too busy to speak to me.

Please contact me as soon as possible to discuss the error.1 look forward to hearing from you.

Yours sincerelyTane A dams

Q You are Mr Johnson. Now write a brief reply to Jane Adams.31

C O N S O L ID A T IO N

n What is done at each place at the airport? Write active or passive sentences.1 check-in

This is where passengers show the ir_____

ticke ts and the ir luggage is checked in.

2 passport control

3 departure lounge

4 duty-free

5 baggage reclaim

E l Complete the sentences with the correct passive form of the verbs in brackets.

1 Four flights to Paris (cancel) yesterday. Four flig h ts to Faris were cancelled yesterday.

2 Refunds (not/usually/give).

3 Over 7 million seats (sell) online so far.

4 Names of passengers (may/change) on payment of an administrative fee.

5 Credit card information (always/keep) confidential.

6 Flights (can/transfer) up to 1 hour before departure.

6 customs

F I Choose the correct form of the verbs in brackets.1 Brown Ltd (has recently acquired/

Qias recently been acquired) by PJK.

2 Staff at Brown Ltd (are being offered/are offering) positions at HQ.

3 Romola (launched/was launched) a new product in April.

4 The company (was founded/founded) in1985.

5 Sayers (has sold/has been sold) its subsidiary company Extra.

6 The report (is writing/is being w ritten) at the moment.

7 I (have been contacted/have contacted) therecruitment agency already to ask about hiring temporary staff.

8 easyJet (has been voted/has voted) Best Airline.

Find and correct the mistakes.was

1 The company Jerlaunched five y^ars ago.2 Millions of flights were now sold across

Europe.3 Costs are kept down for the last few years.4 Old aircraft are taken out of service

recently.5 A new route is launched last year.6 Many changes are made since 1998.

B Look at the article about easyJet. Find and correct the mistakes.

easyJet has just been announced that it is being taken over rival airline Go in a deal which is saying to be worth millions.

The move is expecting to result in easyJet becoming Europe's largest low-cost airline, overtaking Ryanair. The move is also given easyJet access to a number of key destinations on the European mainland and helps # it to expand its UK bases.

Q You have found mistakes in a report written by a colleague. Write an e-mail to the colleague explaining the situation and asking him/her to correct the mistakes.

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Being the boss

SPEAKING Q What skills and qualities do you think a good manager should have?

LISTEN IN G Q Four people talk about what they think makes a good manager. Listen and make notes about what they say.

SPEAKING B Discuss the following questions. Do you agree with the speakers? Why/Why not? Which of the managerial qualities and skills mentioned do you think you

might have? Which qualities and skills would you like to develop?

33

Q Work in pairs. Ask each other the questions in the quiz.

Have you got what it takes TO GET TO THE TOP?

Do you have the management skills employers are looking for?

Take our quiz to find out.1 How important is status to you?

A Very important.B Important.C Quite important.D Not very important.

2 A colleague has been criticized for poor report writing. Do you ...?

A Tell him why he should have known better. B Take him out for a drink after work.C Offer to help him with his next report.D Avoid him; you've got too much to do.

3 You have just had some negative feedback. How do you respond?A Get angry and defensive.B Listen carefully, but come away feeling

disappointed.C Consider what you could change, and how

you could improve.D Sigh and think 'yes, that's me'.

4 Is delegation ...?

A A waste of time; no-one else will be able to do it as well as you so you might as well do it yourself.

B An easy way to share the workload.C An effective way to create new learning

opportunities for others.D Something you are always on the receiving

end of.

5 Change to you means ...

A Something to be controlled.B An opportunity where anything could happen. C A chance to make progress.D Something to go along with.

6 At the office do you come up with new ideas and suggestions?A All the time.B Quite often.C Often.D Rarely.

7 Faced with a problem what do you do?A Come up with one solution and pronounce

it correct.B Generate a few possible solutions and ask

others what they think.C Brainstorm with a couple of nearby

colleagues.D Ask for your manager's advice.

8 Your boss has asked you to do something really difficult. Do you ...?A Take the job on enthusiastically.B Say you will do your best.C Agree to do it, but ask for some help.D Get stressed and finally say you can't do it.

A dapted from a questionnaire by Barbara Oaff The Guardian, 14 July 2001 Barbara Oaff

Now look at page 152 to see an analysis of your answers. Do you agree? Why/Why not?

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n Work in pairs. Look at the extract from a guide to effective delegation. Agree on six more pieces of advice about effective delegation.

Learn to delegateIt's the way to increase efficiency and productiv ity

Its a sad fact that much executive stress is self-inflicted and comes from a single source - failure to delegate. There are many reasons that managers give for not delegating, the main one being, No one else can do the job as well as me.

In fact, not letting go is counter-productive. It prevents you from doing business development work you should be doing. And it leads to high levels of staff turnover due to lack of job satisfaction.

But its one thing to need to delegate, another to do it effectively. Here are a few pointers that may help.

Decide what you can delegate.

Prepare your brief thoroughly.

Of course, its your business and you need to keep control because ultimately youre responsible. But learn to delegate and you, your staff and your business will benefit.

A dapted from an article in HSBC Bank's Business Update magazine, July 2001, Issue 26 HSBC Bank pic

Q Compare your ideas with those on page 152. How are they similar/ different?

Q What advice would you give a new recruit who is aiming to move into a management position? Think of three Dos and three Donts.

35

C O N S O L ID A T IO N

Re-order the letters to make words from the unit.1 q l s u e a i t i qualities2 1 s k s 1 i3 r k o w a d o l4 d f b e c e k a 5 i g a t o l n e e d 6 y e f c f i c n i e 7 r u f a e 1 i 8 u v t o n r r e

Complete the table.

Verb Adjective

inform inform ed/inform ative

support

decisive

approachable

adapt

defend

disappointed/disappointing

respond

care

organised

produce

beneficial

manage

respected

Find adjectives and verbs followed by to in the unit and tapescript.

Adjective + to Verb + to

able to need to

El Complete the sentences below with thefollowing words.

from with for about for with

1 At the office do you often come up good suggestions?

2 Failure to delegate can prevent you achieving your goals.

3 What do you do if you are faced_____a problem?

4 Managers should keep staff informed what is going on.

5 Have you ever been criticised_____doing something wrong?

6 Everybody likes being appreciated. Nobody likes being ta k e n granted.

a a meeting b advice c ideas d a decision e overtime f time g control h potential

What do you think makes a goodmanager? Complete the sentences.1 I think it is important for managers to

2 In my opinion,_______________is essential for a good manager.

3 Managers need to be open t o _

4 One of the best managers I have ever know n______________________________

5 My current line manager is very good at

6 Personally, I appreciate

m Match the verbs and nouns.1 to give 2 to waste3 to realise4 to keep5 to make6 to brainstorm7 to pay8 to hold

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Review

M E A N IN G Q What is the difference in meaning between the sentences in each pair? Delegations important where I work. Delegations important where Im working.

Paul stayed late in the office. Paul has stayed late in the office.

We paid overtime last week. We were paid overtime last week.

FORM Q Put the following active and passive sentences into the correct position in the table below.

Delegations important where Im working. Mr Miles is respected by all the staff.We were paid overtime last week. My line manager stayed late in theA colleague has been criticised for poor office if necessary,

report writing. It helps to have a good sense of humour.

Active Passive

Present simple '

Present continuous Delegation's im po rtan t where I'm working.

Past simple

Present perfect

Now think of a sentence to write in each empty box in the table.

USE Q | Work in pairs. Take turns to explain to your partner how the following verb forms are used.

present simple present continuous past simple present perfect passives

Q Which tense(s) do we often use with each of the following time phrases?

last year since 1978 for 9 years a month agocurrently always at the moment never

37Now think of a sentence using each time phrase.

*

READING Q Look at the job advertisements below and discuss the following questions.

Which posts require previous experience? Which qualities and/or skills are asked for in more than one

J *--------- 9

Trainee Manager Home Centre

An enthusiastic trainee manager 1^ Tneede^V is needing) in our busy retail outlet.

2(Are you liking/Do you like) working with people? 3(Did you work/Have you worked) in a

customer-focused environment before? 4(Are you having/Do you have) excellent

communication skills?

Phone 01965 744 388 to find out more about our structured six-month on-the-job trainee management scheme.

Marketing Manager5(We look for/We are looking for) a motivated individual to join our Marketing Department.

Previous experience in a marketing environment 6(prefers/is preferred) but not essential as full training 7(is provided/is providing).

Flexible hours Excellent salary plus annual bonus

For an application form, contact: Jill Bax, SCT Training, 2 Wallford Rd, Sheffield S1 2RA.

IN V O IV IM IN T

Project ManagerK ro jew i i . wThis two-year post 8(has recently created/has recently been created)following an award the government 9(has made/made) last year to promote community involvement in Linfield. The aim of the project is to help Linfield

community to: fight crime in its immediate neighbourhood tackle the consequences of crime.The successful applicant 10(expects/is expected) to be energetic and enthusiastic and have excellent project management and communication skills.

Experience of a similar project is desirable.

Please send a covering letter and full CV to Marshall House, Kingsway, Linfield, LN3 4QT quoting the job title and reference number PM21X.Closing date: 7 November 2002.

Facilities Manager

An exciting new opportunity 11 (arose/has arisen) for a talented individual to join our company. We 12(wish/are wishing) to appoint an experienced manager with the following skills:

planning customer relations

scheduling financial administration.

An application form 13(can be obtained/can obtain) by calling 0208 354 6874.

FOR Choose the correct form of the verbs in brackets in the advertisements.

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SPEAKING Q Discuss the following questions. What information is expected in a letter of reference in your country? Are there any constraints on the information you can provide? Do you know of any differences in other countries?

n Your partner has applied for one of the jobs advertised and you havereceived the letter below asking you to provide a reference for him/her. Work in pairs. Interview your partner and find out the following. What job he/she has applied for How his/her experience, skills and qualities match the post

has recently applied to work for our

organisation and has named you as a referee.

I would be grateful if you could provide a reference for this

applicant by 25 October if possible. You should comment on

the applicants relevant work experience, personal qualities

and skills.

If you require any further information, please do not hesitate

to contact me at the above address.

A stamped addressed envelope is enclosed for your

convenience.

Yours sincerely

Sandra Taylor

Personal Assistant

Registered in England: No. 7259372

39

WRITING Q Write a letter of reference for your partner. Include details about his/her previous work experience, skills and qualities. Then exchange your letter with your partner and give each other feedback.

C O N S O L ID A T IO N

Find and correct the mistakes in the sentences.1 Last year I jiavfi' visited Spain on

business.2 What does Sally do at the moment?3 My colleague works at this company for

25 years.4 We are expected the new applicant to be

energetic.5 I currently look for a new job in

marketing.6 My boss has come back off leave

yesterday.7 She never was abroad before in her life.8 We gave a bonus last month by our boss.

Q Write a letter of application for one of the jobs advertised on page 38. Give information about your current position, previous experience, skills and qualities.

1 Do you like working with people?2 Why not apply this job?3 Please send a covering le tte r our

head office.4 Phone us to f in d more about the

management scheme.5 Contact us _____ an application form.6 Experience_____ a similar project is

desirable.

O Re-order the words to make sentences.1 manager/my/necessary/late/stayed/il/line

My line manager stayed la te i f necessary.

2 a/report/colleague/criticised/has/poor/ been/for/writing

3 respected/Mr Miles/by/staff/is/the/all4 week/we/last/paid/were/overtime5 is/delegation/working/important/am/I/

where6 helps/to/good/a/sense/humour/of/it/have

Q Which tense is used in each sentence?Is the active or passive used? Why?1 The post has recently been created.

present perfect passive

2 We are looking for a motivated individual.

3 Have you worked in customer services before?

4 Previous experience is preferred.5 No new staff are currently being

recruited.6 Not many letters of application were

sent in.7 We wish to appoint an experienced

manager.8 The government made an award last

year.

B Complete the sentences below with thefollowing words.

for with out of for to

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Business correspondence

SPEAKING Q Discuss the following questions. How often do you write business letters and faxes? What is the purpose of the business letters and faxes you write?

READING Q Laura Miles works at Nova Communications. Look at a letter and fax written by Laura. What is the purpose of each document?

Dear Ms White

F u t t o ,o you, telephone call o ^ lu r ,.

I attach our latest brochure and price

If you require any further information,

please do not hesitate to contact me.

Yours sincerely

Laura Miles

FAXTo: HT International HotelsFrom: Laura Miles, Nova CommunicationsDate: 3 October 2002

Dear Mr Scott

Thank you for your fax of 1 October and the information you sent about your hotel.

I would like to enquire whether you have a vacancy for 13/10/02 - 15/10/02. If so, I would like to book an en suite single room for these three nights.

I look forward to receiving confirmation of the booking.

Yours sincerely

Laura Miles

W R IT IN G | ] Put the following letter phrases into the correct group below. Then add phrases from the letter and fax above.

Yours faithfully Dear Sir/Madam I am writing (concerning/about/to ...)I enclose ... If you have any questions, please do not hesitate to contact me.

I hope to hear from you soon. With reference to your letter dated ...

Salutation:Dear 5ir/Madam

Inviting questions:

Referring to previous contact:

Referring to future contact:

Explaining why you are writing:

41

Enclosing something:

Closing:

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S IT U A T IO N S

Q Laura writes to a company called Training UK about a course they are organising. Fill the gaps with some of the phrases on the opposite page.

Use Tzear Sir, X>ear Wadaw or

X>ear Sirs and Wooors fa ith fu lly when you. do not know

the nawe of the other person.

Wou.rs sincerely (S neu.tra l. Use

6est/K ind regards, e a grd s . or 6e s t

wishes to be wore inforwa!.

Mr Samuel Williams Training UK 21 Hilldown Road Highfield HF12 8ER 11 November 2002

Re: Training Course

1Dear M r Williams

2

3

entitled Sales Direct.

33 Farlside Street Seetown ST3 9QW Tel: 0912 434 545 Fax: 0912 434 653

your advertisement in Sales Weekly, express my interest in the course

Please could you send me further information about the course (when and where it will take place, how much it will cost, what it covers etc.).4 soon.

Laura Miles

Q Laura receives a letter from Training UK. What mistakes does the writer make? Improve the letter.

kino, iletters and -raxes, avoid

contractions (hasnY, didn t etc \ and inforwal

lan

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Q Put the following letter phrases into the correct group below. Which is the most informal phrase in each group?

We would be grateful if you could ... I am afraid ... Thank you for ...I am grateful for ... Perhaps you could ... Would you like me to ...

I regret ... How about ... Please could you ...I suggest ... Itd be good if you could ... Thanks for ...

Im really sorry but ... Shall I ... Do you want me to ...

Offering:Would you like me to ...

Requesting:

Apologising:

Thanking:

Suggesting:

IQ After the training course, Laura writes a fax to a potential client.

Make the fax more formal.

FAXTo: Ms SandhuFrom: Laura Miles, Nova CommunicationsDate: 5 December 2002

Dear Ms SandhuThanks for your letter. I'm really sorry for the delay in replying but I've been away on a training course.

Here's the brochure you requested. Do you want me to come and talk to your staff about the different services we offer? How about Monday? It'd be good if you could ring me to

discuss arrangements.

Regards

Laura Miles

El Think of a business letter you need to write. Decide the following and then write a letter or fax. Who you are writing to What the purpose of the letter/fax is What useful phrases you will need to include

Q Exchange your letter/fax with a partner and give each other feedback. Then write a letter/fax of reply.

4 C O N S O L ID A T IO N

n What letter closings could you use with the salutations on the left?Dear Sir/Madam Yours fa ith fu llyDear Sirs

Dear Mr Gray Dear Ms Whitehead

Q Find and correct the mistakes in the letter.

Margaret Stanley 9 Giles Road Wintonchester WT1 9RG

Key Training Skills 1 Harper Crescent

Wintonchester WT1 2PT

3 February 2003

Dear Jan Dear Marco

0 Complete the sentences appropriately.1 I enclose my CV._________ _2 I am w riting _____________________3 If you have any questions, p le a se__

4 I look forward t o __________5 With reference to your letter

Re: Training Course

Dear Ms Stanley9

With reference to your lettei0I like to confirm that our training course will take place at 13.30 on 21 March at our main office. I enclosing a copy of the agenda.

If you would have any questions, please do not hesitate contacting me.

Look forward to see you.

S-Vigve T~cxw^ s

6 I would be grateful if you could

7 I r e g re t_____8 Thank you for

0 Complete the fax.

To: Anna Pilbeam From: Jay Adler Date: 21 January 2003Re: Meeting to discuss the information you requested

Dear Ms Pilbeam

Further 1tp your fax 2_ ask if 14____

10 January, I am writing visit you at your office some

time next week.

, 5 three pages with the information yourequested but think i t 6---------- be useful to explain it

in person.

I look7__ . to 1 from you soon.

Yours sincerely

'Saxj Act-Ler

n Make the letter more formal.

Mr J Bird Helix1 Park Gardens LONDON SW1 10P

HQE 4 Tern Road

Silcombe S12 3PT

7 March 2003

Dear Mr Bird

Thanks for your letter about meeting up. I'm really sorry but I can't make Monday. How about Tuesday? By the way, do you want me to bring anything to the meeting? It'd be good if you could call me.

Best wishes

Cwynefh O R iley

U You want to book conference facilities. Write a letter to a hotel: thanking them for sending their

brochure asking about availability stating the facilities you need asking them to confirm the price.

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Effective e-mails

SPEAKING Q Discuss the following questions. What do you use e-mails for? How (if at all) does the style of your e-mails change depending on your

purpose and your reader?

Discuss the following questions. Why have e-mails become so popular in business? What problems do people experience with e-mails? What advice would you give other people about writing e-mails?

LISTENING Q Jane Howard, a magazine editor, speaks about the growing use of e-mails in business. Listen and make notes on Janes answers to the questions in Exercise 2.

m u xCommunications

Jane HowardEditor

tel: 024 7641 6946address: 101 Baginton Road,

Coventry CV3 6FR. email: jane.howard@lineone.net

SPEAKING Q Do you follow the advice Jane suggests when you write e-mails? Why/Why not?

45

S K IL L S

WRITING Q Look at the e-mails. What mistakes discussed in the interview with Jane do the writers make? Improve the e-mails.

To: all staffFrom: Laura BakerSubject: meeting

To all staff

Please not that the sales meeting sceduled for 13th june is canceled due to unforeseen circumstances.

I propos we reschedule the meeting for hte following week and would begreatful if you could let me now which days/times would be suitable for you. Please also let me know

To: markusbraun@tonline.comFrom: s.r.reiley@sto.co.ukSubject:

Dear Mr BrownWe have recieved your application form for the above position. You will have an interview on Friday 3rd July at [[insert time]]. It will be held at 145 High Street, Exton. Please bring photocopies of your examination certificates and TWO EMPLOYERS' REFERENCES. I attach a map of the area.

Yours faithfully SimonPersonnel Asistant GCR Ltd

READING Q Luke Smith writes to complain about a faulty computer. Compare two versions of his e-mail. Which is most effective? Why?

To: petrajackson@ivg.comFrom: l_smith@cfr.co.ukSubject:

Ms Jackson

I've written to you loads of times already to ask for a new laptop for the faulty one I bought from your company last week, but you've still not got back to me.Do something about it NOW!! If you don't take action straight away, I'll get in touch with the Consumer Association.Luke Smith

To: petrajackson@ivg.comFrom: l_smith@cfr.co.ukSubject: Faulty Computer

Dear Ms JacksonI am writing concerning the faulty laptop computer I purchased from IVG last week.Despite numerous requests for a replacement, I have not yet received a response. Unless action is taken by IVG immediately, I will contact the Consumer Association and ask them to pursue the matter on my behalf.Yours sincerely Luke Smith

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6' V ,

S K IL L S ,

\jdken writinj a letter or e-wail of

dowplaint, be darefuJ aboud y0^ " T y0^

Tke reader way ass^we you. are

blawincj. k iw i her personally.

Look at the direct phrases from Lukes first e-mail. Write the indirect equivalents from his second e-mail.

Direct Indirect

(the laptop) 1 bought from your company (the laptop) 1 purchaeed from IVG

youve still not got back to me

if you dont take action

Q Write down any less/more formal equivalents you can find in Lukes e-mails.

Less formal More formal

1 bought 1 purchaeed

A/ways consider tke reader when you.

are writing, e-wads Tor business. before sending an e-wad, dhedk tk a t it is not too inforwat, direct

or u.ndiplowatid.

B Write an e-mail from IVG to Luke Smith. Apologise for the delay in replying Offer a replacement Suggest a delivery date Ask him to confirm the date is convenient

47

EG Then exchange your e-mail with a partner and give each other feedback.

C O N S O L ID A T IO N

11 Look at an e-mail to a Customer Services Department. Is it appropriate? Improve the e-mail.

t3 0

Previous 3- Next | Reply ^Forward | ^Delete | p a Q ,nbox "r

To: customerservices@supacomputers.com From: jpscott@cnet.co.uk Subject: Complaint Date: 3 April 2003

I want to complain about the computer yousold me last week.

You told me I'd bought a really powerfulmachine. That's rubbish! It's VERY SLOW!!!

I want you to do something about this. Ifyou don't, I'll call the ConsumerOrganisation.

JP Scott

Q Now write an e-mail to a CustomerServices Department complaining about a product that you bought recently.

H Write an e-mail to your boss: asking for time off explaining the reason for your request promising to make up the time.

Q Write an e-mail to a colleague who has recently returned from a conference: enquiring about the conference apologising for cancelling your last lunch

date together at short notice suggesting a new time, date and place

you have lunch together.

asPrevious Q Next Reply ^ F o r w a r d j ^ D e le t e I fp a Qi,nbox ,r

To:From:Subject:Date:

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R E A D IN G

Strategies for reading

SPEAKING D Discuss the following questions. What do you read in English? Why? What do you find difficult about reading in English?

READING B Look quickly at the layout of the extract on the opposite page. Where doyou think it comes from? Why?

B Read the extract as quickly as you can. What is it about?

Q Note down the advice given about the following strategies for reading. Preparing for reading Considering purpose Using topic sentences Understanding meaning from context

SPEAKING Q Discuss the hand-written notes.

READING Q The writer of the extract leads workshops on improving reading skills. Look at part of a workshop handout. Complete the tasks.

What do these prefixes mean?de- bi- over- co-

What kinds of words have these suffixes?-ly -ness -er -able -or -ment

Brainstorm ten words related to these topics.

business travel finance

-ee

What do you think might follow this topic sentence?The MD went on to explain the reasons behind the fall in the company's share price.

Complete this sentence.

Although the pharmaceuticals industry is doing well, LTC reported that sales of its products ...

SPEAKING B Discuss the following questions. How useful do you find the strategies discussed in the article? What other strategies could you use to help you read more effectively?

49

R E A D IN G

- d: ir. 'm d

- x ftrm"t C rrjy^Mj 11

' j a n tx tn j" ?

f Y U j k t

> n e td -to

.VTV ^//I.* ?

- M c ih e rerf

- "i*n Agip >rv N e x t w ^ R e p l y R e p l y A l l ^ F o r w a r d 1 rf* F l a y ^ J p r i r r t E d i t ^ D e l e t e j P a jTo: sue@fastmail.comFrom: janelittle@atl.comSubject: hi there

Hi Sue

How are you?

I haven't got 1(^iuc^)/many) work to do at the moment so I thought I'd write 2(a few/a little) e-mails in my lunch hour. I share an office with two other people and 3(both/all) of them are on leave, so it's boring here today! But I know that will change soon and I won't have 4(some/any) free time when the new project starts!

Anyway, did you receive 5(that/those) information I sent you about jobs here in Oxford? Nearly 6(all/every) advertisement for IT jobs that I see in the local paper is looking for people with your skills. So I'm sure you could get 7(a/some) job in Oxford quite easily.

Do write soon.

Bye for now.

Jane

Q Make sentences about yourself using these words.

a little all a lot of any both manysome a few each that much every

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6Gerunds and infinitives

AWARENESS Q Choose the correct form (gerund or infinitive) of the verbs in brackets.1 C ^ t o live) near your workplace isnt always a good idea.2 My boss agreed (le tting/to let) me take the day off.3 He apologised for (being/to be) late for the meeting.4 Roberto has arranged a meeting in order (discussing/to discuss) sales.5 We shouldnt risk (delaying/to delay) the product launch.6 Its very useful (speaking/to speak) a foreign language.7 (Sitting/To sit) at your computer all day without taking a break is bad for you.8 I advised my colleague (travelling/to travel) to the exhibition by car.

Gerunds and infinitives

Gerunds (verb + -/ng)We use gerunds: as nouns

Working nights isn't very popular. after prepositions

I'm interested in getting a job in Spain. after certain verbs

I suggested starting the meeting early.

These verbs are often followed by a gerund.

Infinitives (to + verb)We use infinitives: to express purpose

I changed jobs to get wider experience. after adjectives

It's good to see you again. after certain verbs

My boss promised to extend my contract.

These verbs are often followed by an infinitive.

admit finish mention start Verb + infinitive Verb + object + infinitiveavoid go mind suggest / need to think about that He asked me to wait.begin hate miss afford decide offer advise ordercontinue imagine postpone agree demand plan allow persuadedelay involve practise aim hope prepare ask reminddeny keep prefer appear intend promise encourage telldislike like report arrange manage refuse expect warnenjoy love risk choose need want invite

PRACTICE Q Complete the e-m ail with the correct form (gerund or infinitive) of the verbs in brackets.

Hi SelenaThanks for your e-mail. It was really nice to hear 1(hear) from you again. How are things? My newsis that I've decided 2(leave) my job in order 3(look) for something closer to home. It'snot that I dislike 4(work) for A C D b u t______ 5(commute) to London every day is becomingtoo much for me. I had hoped 6(get) a transfer to a branch closer to home. But even thoughI keep o n 7(ask) my boss 8(find out) what opportunities there might be, nothinghappens. I'm interested in 9(get) a job that uses my marketing qualifications and have beenlooking at job adverts in the paper. But I don't think it's going to be easy 10(find) the kind ofjob I'm looking for. Anyway, do let me know if you hear of any job that you think might suit me.Bye for now.Bess

Imperatives

A W AR EN ESS Q Read some instructions from a computer training manual. Underline all the imperatives (positive and negative).

How TO CREATE A NEW W O R D DOCUMENTo From the Start menu, first click on Programs and then select

Microsoft Word. This will open a new Word file for you to use.

Next, choose File in your toolbar and hit Save as. Remember to save your new file in the My documents folder on your C drive - and don't use a name you're likely to forget!

Now start writing - but don't forget to keep saving your work regularly. To do this, just hold down the Control key {Ctrl) and hit 5.

Imperatives take the same form as infinitives (without to).

PositiveAsk me if you have any questions. Remember to save your work. Close down all files before switching off your computer.

Negative Do not enter.Don't forget the meeting at 10 o'clock. Never turn off your machine without exiting properly.

PRACTICE Q Complete the instructions below with the following verbs. Use the appropriate positive or negative form of the imperative.

report turn smoke expect check send worry leave

Repor t t o

Reception on arrivalI

machines on overnight

if you haven't received your

travel pass yet. It w ill arrive shortly.

6 fPLEASE _________ OFF ALL

ELECTRICAL APPLIANCES AFTER USE Please

8 Please ________ in

the wai t ing room

in you r s ta tio n e ry

orders to d a y

delays today of up to an hour

n r7

in atleast 30 minutes before departure

#

8Linking words

AWARENESS Q Put the following linking words and phrases into the correct group below.

while furthermore in spite of whereas not only ... but also however although despite moreover but both ... and as well as in addition (to)

Adding ideas Contrasting ideas

furtherm ore while

Unking words and phrases

Adding ideas

Our domestic sales have dropped. In addition, sales to the Middle East have fallen.Moreover,Furthermore,

The company is taking on more staff both in the Sales Department and in HR.not only but also

As well as setting up new branches in the US, we are (also) going to open a branch in Spain.In addition to

Contrasting ideasAllen & Mills have expanded but this has not led to increased profits for them.Their products are of a high quality. However, they are still too expensive.Although profits are currently falling, we are optimistic about the future.In spi