Libro Asistencia Direccion y A.finanzas

ENGLISH FOR
MANAGEMENT ASSITANCE AND

FINANCE ADMINISTRATION
SOCIALISING: INTRODUCTIONS AND GREETINGS
Introductions
Formal
May I introduce you to Dr Petersen?
Informal
Hello. I dont think weve met before.
Hello, you must be Lena.
Neutral
Id like to introduce you to Thomas Tauber.
Can I introduce myself? My name is / Im Ralph Keller.
Can I introduce a colleague of mine? This is Pedro Romero.
Formulas
How do you do?
Pleased to meet you.
Please call me Anna.
Greetings
Formal or neutral
Good/Nice to see you again.
How are you?
Informal
Hi, Tom, how are you doing?
How do you do?

Pleased to meet you too.
Then you must call me Bertrand.
And you too, its been ages!

Very well, thanks. What about you?
Hi, Sam, its good to see you again.
WELCOMING A VISITOR
The visitors journey
The visit
Did you have a good flight?
Is this your first visit to Prague?
How was the journey?
Have you been to Brussels before?
Apologizing for the delay
Weather
I hope you havent been waiting long
What is the weather like?
Sorry to keep you waiting
Isnt this weather wonderful/terrible?
Accommodation
Work
Where are you staying?
What do you do?
Whats your hotel like?
Who do you work for?
Home town/ country
Interests
Which part of Canada are you from?
What do you do in your spare time?
Where in France do you live?
Do you do any sport?
INTRODUCTIONS AND GREETINGS

(International Express OUP Unit 1 Intermediate)
1. 1.3 Eric arrives at NMP to meet Piet. Listen to the conversation
a) What does Piet say when he greets Eric? ______________________________
b) How does Piet introduce Eric to Claire?_______________________________
c) What do Eric and Claire say when they are introduced?___________________
2. Work in pairs. Practice what you would say in the following situations.
1. You are at a conference. Introduce yourself to the person sitting next to you.
2. You are meeting a visitor you have never met before in a hotel lobby. You
see someone you think might be your visitor. Speak to her.
3. Introduce a person visiting your organization to a colleague.
4. You arrive at a new company. Introduce yourself to the receptionist.
5. Introduce two friends of yours at a party.
4. Match the phrases in A with appropriate responses in B.
A
1.
2.
3.
4.
5.
6.
7.
8.
Hows work?
How are you?
Pleased to meet you.
I havent seen you for ages!
How are things going?
How do you do.
Nice to see you again!
You must be Marco.
B
a. Pleased to meet you, too.
b. Not too bad, thanks. A bit busy.
c. How do you do
d. Yes, thats right.
e. Very well, thanks. And you?
f. Its good to see you again, too.
g. No, Ive been away a lot recently.
h. Everythings going fine, thanks.
5. Jose Mara Molinero is introducing Sanne Heitnik to some of his

colleagues. Listen and complete the chart below. (Audio 10 English for
Socialising. OUP)
Name
Title
Valrie
Product designer
Greg
Sales manager
6. Piet van Els is welcoming Bob Wyatt, a visitor from Toronto, Canada. Read
the conversation. (Int. Express)
1. What topics do they talk about?
2. What questions do you think they asked?
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
Mr W
Piet
So, did you have any problems finding us?

No, none at all. I walked here. My hotel is only a few minutes away.
Oh, really? Which _______________________________________?
Im staying at the Garrick. Its in King Street. Do you know it?
I know the name.
What__________________________________________________?
Oh, its very pleasant. I always stay there when I come to London.
How often______________________________________________?
Four or five times a year. What about you?____________________4?
Yes, I do quite a lot of travelling mostly in Europe, but I go to
Canada and the States as well about two or three times a year.
Canada? Thats interesting ________________________________5?
No, Ive never been to Toronto, but I had a wonderful holiday on
Vancouver Island not long ago.
1.4. Listen to the conversation and check your answers.

7. Read later extracts from the conversation between Piet and Mr Wyatt.
What questions do you think they asked?
1. Piet
Mr W
_______________________________________________________?
Just three days. Im flying back the day after tomorrow.
2. Piet
Mr W
_______________________________________________________?
Ive been with Star TV for four years now.
3. Mr W
Piet
______________________________________________________?
Yes, it is. We do get good weather in London sometimes!
4. Piet
Mr W
_______________________________________________________?
I went to New Zealand with my wife and our two daughters.
5. Piet
Mr W
_______________________________________________________?
Yes, I play ice-hockey in winter and I do some sailing in summer.
1.5. Listen to the conversation and check your answers.
REVIEW: INTRODUCTIONS AND GREETINGS

1. Tom Wright worked with Jan on last years commercial. She sees him as
she arrives at Sunshine holiday with the new one. Complete their
conversation. Use the phrases in the box.
Everythings going fine, thanks.
How are things going?
I havent seen you for ages!
JAN
TIM
JAN
TIM
JAN
.its good to see you again, too.

Nice to see you again!
Tim!_____________________________________________ Hello!
Yes, its been a long time. ____________________________
And ____________________________________ I suppose we last
met a year ago.
Thats right. Soare you busy? _____________________________4
________________________________________5 Weve just
finished our new TV Commercial. Look, this is it!
2. A young assistant, Lucy Lang, comes to take Jan to Stefan Herbsts office.
Complete the conversation. Use the phrases in the box.
Did you have any problems finding us?
Im Lucy Lang, Mr Herbsts assistant.
How do you do.

You must be Ms Phillips.
LUCY
JAN
LUCY
Er, excuse me. ___________________________________________

Yes, thats right.
Hello. __________________________________________________
How do you do.
JAN
_______________________________________________________
LUCY
Mr Herbst is expecting you, so would you like to come this way?
JAN
Thank you.
LUCY
_______________________________________________________4
JAN
No, not at all. You see. Ive been here several times before.
1.5. Listen to the conversations and check your answers. (Int Ex WB)
WELCOMING A VISITOR
5. Jos Mara Molinero is meeting a visitor. Listen to the conversation and

tick the topics they talk about. (Audio 7 English for Socialising. OUP)
the journey
the weather
sport
the hotel
the company
UNIT 1: THE COMPANY

BUSINESS: COMPANY STRUCTURE
A Sample sentences
The company is headed by the Managing Director.

The Sales Director is supported by a sales team.
The R&D Department is responsible for new product development.
The parent company is based in Brussels, with subsidiaries in Frankfurt and Milan. That is
the Headquarters or Head Office of the company is in Brussels.
B Form and uses

1. Hierarchy
The Company is headed by the MD

MD (Managing Director)
The Sales Director reports to the MD
Sales Director
The Sales Director is under the MD.
The Sales Director is accountable to the MD.
Sales Director
The Sales Director is supported by a sales team.
The Sales Director is assisted by a Sales Assistant. Sales Team

Sales Assistant
2. Responsibilities/functions
The Controller is responsible for accounting throughout the company.
The Production Department takes care of product manufacturing.
The Factory Manager is in charge of plants and equipment.
3. Titles
Below are the main managerial titles with common US equivalents in brackets:
Chairman/Chairperson (President)
Managing Director (Chief Executive Officer/Senior Vice-President)
Finance Director (Vice-President Finance)
Sales Manager (Sales Director)
Note: The directors and chairman of a company usually sit on the board of directors (executive
board).
4. Affiliates
Rossomon France (51%)
Rossomon International
Rossomon Germany (70%)
Rossomon Japan(55%)
Rossomon International is the parent company. Rossomon France, Rossomon Germany and
Rossomon Japan are subsidiaries (more than 50 per cent owned by the parent).
Exercise 1:
Study the organisation chart, and complete the
paragraph which follows, using the appropriate word or phrase from
the box.
Chief Executive Officer
Board of Directors
Vice President
Vice President
Vice President
Finance
Production
Sales & Marketing

Exports
is responsible for
supports
is in charge of
accountable to
supported by
consists of
Vice President
Human Resources
Domestic Sales
is headed by
KAF Inc. is a building materials manufacturing company in Detroit. KAF

_________________________ the Chief Executive Officer, _________________ the Board of
Directors, which __________ four people. The staff in each of the four departments
_______________ a Vice-President who is also on the Board. In each department, a managerial
team of directors ________________________ the Vice-President. In the Sales Department, one
director ______________________ exports, the other ____________________ domestic sales.
Exercise 2: Listen to the dialogue and complete the organization

chart for the Annas company.
___________________ Director of Marketing
_____________________
Branding specialist
_____________________
Public Relations Officer
__________________
Product Manager
_____________________
Public Relations Assistant
Exercise 3: Listen to the dialogue again and complete the

sentences.
1. We have separate ___________________ for sales and marketing.
2. Im the public relations ______________ here.
3. I _____________________ directly to Sabrina, whos the _____________
of marketing.
4. If you need to talk to somebody about individual ___________, then you
should contact Vittore or his ________________, Thomas.
5. Sylvia is ________________________ for the image of our various brands.
(English for Marketing and Advertising-Audio 2)
READING
Look at the organisation chart for Cooper France. Then complete the chart with the names of
Jean Lamadon and his colleagues and their position in the company (where possible). Find the
information in the text and in the box.
General Manager
Sales Secretary
Sales Manager
Agent
Sales Representative
NORTH SOUTH WEST
EAST
My names Jean Lamadon, and Im one of the two salesman managers here at Cooper France. Cooper is
an international group based in America which, among other things, produces tools and equipment for the
professional and consumer markets. The group has subsdiaries in several European countries.
I suppose that if Im going to describe how things are organized here in France Id better start at the top.
Thats where youll find Alain Madrange who is everybodys boss here. He controls all aspects of
Finance and is in permanent contact with our Head Office. Both myself and Michel Carnelez, who is the
other sales manager, report directly to him.
As I said, there are two sales managers, because we sell two different categories of products in France.
The first is electrical equipment which is used for assembling components for printing circuit boards.
Thats my area. The other is what we call tools and hardware which includes a lot of quite different
products, mostly sold in Do It Yourself shops all over the country. Michel Carnelez is in charge of that
and he doesnt have any Cooper employees working under him apart from Silvie Cieutat, his sales
secretary. That means he relies entirely on a national network of ten sales agents including his Paris agent
Daniel Royatte. Michel spends much more time than I do marketing and promoting his products.
The way my department is organised is really quite simple. About 80% of our business is done through
distributors and the rest is direct to major account holders, who are our really big customers. As we sell
all over the country, this means I need a team of salespeople. At the moment there are four, each
responsible for one territory: Cyril Jehanne for the north, Jean Noel Echave for the south, Daniel Lorand
for the west and Patrick Amat for the east. I also have a customer services assistant, Jocylene Cuisy, and a
sales secretary, Marie-Christine Chaussadas.
Together they run the sales office and look after most of the administration.
Now listen to a woman talking about BICC Plc and write the relevant information of the
company.
(Business Objectives OUP - TS 26)
8
ORAL WORK IN PAIRS, READ THE TEXT AND ANSWER THE QUESTIONS
DIFFERENT KINDS OF COMPANIES
Offices
There may be occasions when you have to talk about

the company (US English: corporation) you work for.
This may be when you're actually showing someone
around the place of work or premises. Or you may
need to explain to someone how your company or
your department is organized, who is responsible for
different aspects of the business and how the
company is run.
The physical surroundings of most modern places of

work, especially offices, are becoming more and more
similar. Although there are some differences from
country to country, one office looks much like another.
Office furniture and equipment tends to be similar
desks, chairs, lamps, filing cabinets, computers,
phones, photocopiers, etc.
Companies and corporations

Companies are a very important part of a country's
economy. Businesses produce goods and services,
and they come in every shape and size. Although the
vast majority of the worlds companies are small, in
many countries, the economy is dominated by large
firms.
Large businesses differ from small ones in a wide
variety of ways. In many countries there are
nationalized companies belonging to the state, as well
as private companies. A private company might be a
small firm with just one owner or a very large firm with
thousands of shareholders owning the firm.
In very large firms the shareholders have very little to
do with the day-to-day running of the firm. This is left
to the management. Large companies maybe
organised into several large departments, sometimes
even divisions. The organizational structure of some
companies is very hierarchical with a board of
directors at the top and the various departmental
heads reporting to them. Often the only time
shareholders can influence the board is at the yearly
shareholders meeting.
Some firms may only produce one good or service.
Others may produce many different products; in fact
they may seem to be like a collection of businesses
inside one company. As a company gets bigger it may
expand geographically. Many large firms are
multinationals with manufacturing plants and trading
locations in several different countries spread around
the world.
The atmosphere of the workplace can influence the

effectiveness of a companys employees. Modern
offices are more spacious and better lit, heated,
ventilated and air-conditioned than in the past. But of
course, this is a feature that varies from firm to firm
and maybe dependent on the size of the company
and its corporate philosophy. In some companies,
the employees work in large open-plan offices without
walls between the departments. In others, the staff
work more privately in individual offices.
Work relations with other people at the place of work
include relationships with fellow employees, workers
or colleagues. A great part of work or job satisfaction
some people say the major portion comes from
getting on with others at work. Work relations will
also include those between management and
employees. These relations are not always
straightforward, particularly as the managements
assessment of how youre performing can be crucial
to your future career.
1. What are the different varieties of companies?

2. How are large companies organised?
3 . When can a shareholder influence the board?
4. What is a multinational?
5. In what ways are companies becoming more
similar?
6. How does the text describe a modern office?
7. What is the difference between an open-plan
and an individual office?
8. What do people say is a big part of job
satisfaction?
UNIT 2: EMPLOYMENT
SOCIALISING: POLITE EXPRESSIONS
Asking people to do things

Can you....?
Will you...?
Could you...?
Would you . ?
Could you possibly?
Would you mind... (-ing)?
Asking for permission to do things.

Can I ...?
Could I...?
May I...?
Could I possibly...? (I)
Would you mind if I ....(past tense)?
Agreeing
Yes, certainly
Yes, of course.
Not at all.
Refusing
Im sorry but ....
Im afraid .
Agreeing
Yes, certainly
Yes, of course.
Please do.
By all means.
No, not at all.
Refusing
Im sorry, but...
Im afraid....
Thanking
Thanks.
Thank you very much indeed.
Its very good of you.
Replies
Youre welcome.
Dont mention it.
Not at all.
Its a pleasure.
Apologizing
Sorry.
Im extremely sorry.
Replies
Its OK.
No problem.
It doesnt matter.
Dont worry about
it.
10
OFFERING HELP AND INVITING

Offering help
Accepting
Refusing
Do you want a hand?
Thatd be great. Thanks.
No, its all right,
thanks.
Can I...?
Yes, please. Thank you.
Thats kind of
you, but
Shall I...?
I can manage.
Would you like me to...?
Inviting people to do
something themselves
Accepting
Refusing
Please....
thanks.
Do....
Inviting people to do
something with you.
Would you like to...?
Thank you.
Im all right,
Accepting
Refusing
Thank you. Id like that. Id love to, but...

That would be lovely. Im sorry, but...
NOTES:
1. Request forms are listed with more informal examples at the top and more
formal at the bottom. So, for example, we are more likely to use Can you...? if
we are making a small request to someone we know well, and Would you
mind...? when making a big request to someone we dont know well.
2. Notice we use different forms for asking people to do things and asking for
permission to do things.
3. The word mind means object to or be annoyed by, so to agree to requests that
contain this word you have to say No, or No, not at all.
4. The verb forms change in these two requests:
Would you mind lending me your pen?
(mind + -ing form)
Would you mind if I used your phone?
(mind + subject + past
tense)
5. Note the difference between these two:
Would you like to go to the meeting?
(Would you like + to infinitive)
That means that you are offering somebody to do something himself/herself.
Would you like me to go to the meeting?
(Would you like + object pronoun +
to infinitive)
That means that you are offering somebody to do something for him/her.
6. If youre refusing a request, its generally polite to give a reason.
7. We use the expression Do you want a hand? when we offer to work alongside
someone.
11
8. We can invite someone to do something themselves by saying please or do.

Please sit down.
Do help yourself.
9. Simply saying yes is not enough when you are accepting an invitation. Its
important to sound positive and enthusiastic.
EXERCISES:
Polite questions
A. Match each polite question on the left with a sentence from the right that
has a similar meaning.
1.
2.
3.
4.
Would you mind if I went to the bank?

Would you mind going to the bank?
Would you like me to go to the bank?
Would you like to go to the bank?
a. Do you want to go to the bank?

b. Go to the bank, please.
c. Please may I go to the bank?
d. Do you want me to go to the bank for you?
B. Now rewrite these sentences as polite questions. Begin each one with Would
you...?
1. I can send you our latest annual report. Do you want me to?
Would you__________________________________________________?
2. Id like a day off next week. Is that OK?
Would you__________________________________________________ ?
3. Do you want to fly Business Class?
Would you __________________________________________________?
4. Please wait a few minutes. The manager is busy at the moment.
Would you ___________________________________________________?
5. We can pay you in advance if you want.
Would you ___________________________________________________?
6. Please dont park here. The visitors car park is over there.
Would you_________________________________________________________?
SOCIALISING: REQUESTS AND OFFERS
(I = informal. All other forms = neutral)

Requesting
Could you please(call him)?
Do you think you could (come too)?
Would you .. (ring the company)?
Agreeing
Yes, certainly
Yes, thats no problem
Yes, of course.
Can you . (give me a hand)? (I)

Would
you mind . (checking these figures)?
Do
No, of course not.

Not at all.
Refusing
Im sorry but thats not possible (Its too late).
12
Im afraid not. (I have to go now).

Offering
Would you like me to (book a room)?
Shall I (change the flight)?
Accepting
Thats very kind of you.
Yes, please.
Declining
Thanks, but that wont
be necessary.
Would you like (a lift)?
EXCHANGING INFORMATION
Asking
Id like
some information on.(hotels).

to ask you about (flights to Prague).
to know (how long the journey takes).
Could / Can you tell me (how many flights a day there are)?
Do you happen to know (what time the airport bus leaves)?
Checking
You did say (Tuesday), didnt you?
Thats (the 12th of this month), is it?
So (the flight leaves at 8.15)?
Sorry, did you say (thirteen or thirty)?
Showing you understand
I see.
Confirming
Yes, thats right.
I said (thirteen).
Correcting information
Sorry. I made a mistake. Its forty, not
fourteen.
Right. Ive got that.

10.30.
Sorry. Thats not correct. It should be
13
REQUESTS AND OFFERS. EXCHANGING INFORMATION
1.
Work in pairs. Practice the dialogues with your partner using the phrases in
the box.
Can you?
Could you?
Would you mind . (+ ing)?
Id like you to
Do you think you could ?
Do you mind (+ing)?
Ask
1.
2.
3.
4.
5.
6.
7.
8.
a colleague to translate a letter for you.

a friend to do some supermarket shopping for you.
your secretary to work three hours overtime this week.
a colleague to give you a lift to the train station.
your secretary to make some photocopies.
your son or daughter to tidy their bedroom.
a colleague to help you move some office furniture.
a friend to water your house plants while youre on holiday.
2. 6.4. Listen to a conversation between Rosa and Claire. Write the information
Rosa asks Claire to get.
From
To
Day/Date
3. 6.5. Listen to the phone call Claire makes to Executives Travel Services. Write
the times of flights in her notebook.
FLIGHT
From
To
Day/Date
Departure
Arrival
nd
London
Bilbao
Sunday 2
Bilbao
Seville
Tuesday 4th
Seville
Valencia
Friday 7th
Valencia
Barcelona
Saturday 8th
Sunday 9th
14
ORAL PRACTICE: Practice the following situations with your colleagues.

STUDENT A: Your name is Kate / Kyle Hops and you work at the Norwegian subsidiary
of International Garments Inc. Here is what you need. Call a colleague at HQ and ask
him/her
-
500 pens and 300 pencils, all with company logo

delivery in 4 months
STUDENT B: You are the person in charge of stationery at International Garments Inc.
You only have 400 pens and 200 pencils in stock.
STUDENT A: Your name is Pat Thacker and you work for Hense Bank in Germany. You
need to travel to England on a business trip and you need flight dates and times for
February the 26th , arriving before 11 in the morning, and returning to London on the 28 th,
in the afternoon. Ask about prices.
STUDENT B: Your name is Peter/Petra and you work for Special Travels in Germany.
The information about flights to England from Frankfurt is the following:
Departing Fkf: 8.25 Arriving 10.00
Departing London: 15.05 Arriving 16.35
9.25 Arriving 11.00
16.35 Arriving 18.05
STUDENT A: Your name is Louis Morris and you are having lunch with a customer at
your office. Offer him/her drinks and food.
STUDENT B: Your name is Julian Sax and you are having lunch with Louis Morris. You
are allergic to milk and a vegetarian.
5. Rewrite the indirect questions as direct questions.

1. Could you tell me what time the 10.30 flight from Paris will arrive?
______________________________________________________________________
___
2. Do you know if there are any cancellations on the 8 am. flight to Moscow?
______________________________________________________________________
___
3. Id like to know where I can get some foreign currency?
______________________________________________________________________
___
4. Can you tell me where you bought your tax-free goods?
______________________________________________________________________
___
6. Rewrite the direct questions. Use introductory phrases from 9.
15
1. Are there any seats available on that

flight?_____________________________________
2. Has the plane from London Heathrow arrived
yet?_______________________________
3. Is there a connecting flight to
Manchester?____________________________________
4. Which terminal should I go
to?______________________________________________
PRONUNCIATION
1. 6.7. Listen to the corrections. Circle the
mistakes you
correct information.
below.
2. 6.9. Listen and correct the

hear using the information
1. 4th 14th
Toronto
4. Frankfurt Berlin
1. 30th
4.
2. 30th 13th
13.45
5. 12.45
12.30
2. 19th
5.
3. Zrich Geneva
15.50
6. 07.30
07.20
3. Rome
6.
16
GIVING DIRECTIONS
7. Carl is giving Kathrin directions. Listen to the dialogue and
complete the sentences. (Audio 9- English for Socialising. OUP)
1. Its just ______________ the corridor, the third door ______________ the left.
2. Ill show you ________________ it is.
3. But actually, I thought maybe I could just pop ______________ Rogers office
and say hello.
4. Where is he? - _________________ the third floor.
5. So, go _________________ the door and turn left to get ______________ the
lift.
6. Then, _______________ you come out of the lift, go right, and its the
_______________________ door on your left.
7. So, Ill meet you _________________________ here in about ten minutes?
8. Youre in your office with a visitor. Look at the sketch below and
complete the sentences with the correct words. Then practice with a
colleague giving him the instructions to go to different parts in the
office.
Conference room
Kitchen
Lifts
Selins
office
Svens office
Server
room
Secretariess
office
Toilet
Claras office
Michaels
office
Photocopier
Storage
room
Your office
Meeeting room
Lobby
1. __________________________________ ? Its opposite mine.

2. Go out of the door and turn left. The ______________________ is on your
right, just past Claras office.
3. Just go out of the door and go straight ahead. The _____________________ are
at the end of the corridor.
4. Go out of the door and turn right. The ___________________ is on your left,
just after the lobby.
5. Turn right when you go out of my office. The ______________________ is at
the end of the corridor on your right.
17
UNIT 2: EMPLOYMENT
BUSINESS : TALKING ABOUT YOUR JOB
1. LOOKING FOR A JOB. Listen and complete the text. (New Insights into
Business Longman TS 7)
When a company needs to ________________ or employ new people, it may decide
to advertise the job or __________________ in the appointments section of a
newspaper. People who are interested can then ________ ________ the job by sending
in a 4____________ of ________________ or 5______________ __________ (AmE:
cover letter), and a 6________________
____________ or CV (AmE: resum), containing details of their education and
experience. A company may also ask candidates to complete a standard 7____________
___________. The companys human resources department will then select the most
suitable applications and prepare a 8_________________ of candidates or
9
________________, who are invited to attend an 10_________________. Another way
for a company to 11_______________ is by using the services of a
12
________________ ________________ (AmE=search firm) who will provide them
with a list of suitable candidates.
2. JOBS: Complete this extract of a letter of application with suitable words.
'My name is Jean Wilson and I have just started working _____ a bank. I graduated __
Edimburgh University last year with a degree ___ Business and Management. Now I
am going to train ____ an accountant. I think I will do well because I am good ___
figures and I am skilled ____ using computers. I think that training ____ a specific job
will be more interesting than the general education I got at university.'
3. JOB ADVERTS: New Insights unit 2 P 20
Look at the job advertisement below. Listen to the conversation and complete the
missing information.
PREFER A CAMPING TRIP TO A COCKTAIL PARTY?
PATAGONIA has a new position open:
1 _________________ ___________________ Associate
Job is based in 2 _________________. Candidates must have substantial 3 ________________/
__________________ experience and strong 4 ________________________ skills. They must
have serious proficiency in technical sports (skiing, kayaking, climbing) and outdoor
experience. 5__________________________ mother tongue. Environmental background a plus.
No glamour its a gritty job!
Patagonia is a 6 ______________ company which designs and distribute functional
7_____________________ ______________________.
Send CV with picture to:
patagonia
Natalie Baudoin Patagonia Gmbh

Reitmorstrasse 50
8000 Munich 22 Germany
The interviews will be in Munich during the last week of 8_______________________.
18
4. RECRUITMENT: Choose the best word from the brackets to fill the gap.
1. I had a 9-to-5 __________ when I left school but I hated it. (job/work)
2. We have a ____________ system but everybody must be here between 9 and 2.
(repetitive / flexitime)
3.We all look forward to 5.30 because then we can ______ off for the day. (shift/ clock)
4. We need to ___________ four new people for our office in Manchester. (join/
recruit)
5. We are using a recruitment ___________ to find them for us. (agency/headhunter)
6. They advertised the ___________ in the local newspaper last week. (positions
/applicants)
7. So far, 60 people have applied for the ___________. (works / posts)
8. On Monday, we will draw up a ___________ of 10 or 12 people. (reference /
shortlist)
9. Then we'll invite them all to come for an __________. (interview / appointment)
10.We hope to __________ the succcessful applicants by the end of the month. (apply /
appoint)
5. PAYMENT: Choose the best word from the brackets to fill the gap.
1.
2.
3.
4.
5.
6.
I work in a small hotel in Amsterdam. I ________ 8 an hour. (earn / paid)

It's not a lot, but it's more than the ___________ wage. (maximum / minimum)
Some customers leave me _________ and that is a great help. (perks / tips)
My sister works in a bank and her ________ is 3,000 a month. (salary /wages)
The bank also provides her with a good _________ (bonus / benefits)
When she is 55 she will be able to give up work and live on her (package
/pension)
6. OUT OF WORK: Complete the sentence with an appropriate word. The first
letter is given.
1. I didn't like the way the company was being run so I r_____________.
2. They l________ o_____ 200 people in March and 50 more in September.
3. I have regular performance r_______________ with my manager.
4. She was f____________ for copying company software on to her PC.
5. If you break the safety rules you can be d__________________.
7. REMUNERATION: Match the word from column A to its best definition in B.
There is one word that you don't have to use.
A
a) severance payment
b) stock options
c) compensation package
d) remuneration
e) performance-related
f) fat cat
g) boardroom row
h) pension
B
1. American term for all the benefits an employee receives.
2. Payment for those who have stopped working.
3. Benefit that lets employees buy company shares at low price.
4. Bonuses given for reaching objectives set by the company.
5. Money paid to an employee who is asked to leave the company.
6. Formal word for all the pay that an employee receives.
7. Director of a company who is paid a huge salary .
but doesn't deserve it.
19
8. WORKPLACE: Choose the best word from the brackets to complete the
sentence.
1. I am in charge of training in the human __________ department. (support /resources
/ staff)
2. We have 200 people on our ___________ (recruitment / business / payroll)
3. Our ___________ department is responsible for recruitment. ( personnel / employee /
worker)
4. We have a ____________ of 65 in London and about 30 in Paris. (staff / union /
headquarters)
ASDA, Wal-Mart clearly wants to establish a particular market 6_____________ for
itself in Europe.
VIDEO MARKET LEADER IN CAMERA PART 1

In this video you will meet Steve Morgan, Hes a young dynamic
salesman, Hes looking for a new job.
1. Read the job advertisement and Steve Morgans CV. Then answer
these questions.
1. What qualities are Bateman Retail technologies looking for in a new salesperson?
2. What skills do candidates for this job need?

____________________________________________________________________
3. Do you think Steve Morgan is a good candidate for the job? Why?
______________________________________________________________________
AD
CV
SALESPERSON REQUIRED
BATEMAN RETAIL TECHNOLOGIES
We are looking for an experienced salesperson
to sell our exciting range of products. Have you
got the skills and qualities we need?
At least 5 years experience in sales

Confident, dynamic and enthusiastic
Ability to motivate a team
Name: Steve Morgan

Address: 37 Summerfield Av
London W3 0YT
Education:
1996-2003 DunstoneSchool
A-levels in Maths
Degree in Economics.
2003-2006 London University
Business
20
Advanced IT skills and interest in
e-commerce
for software
If so, apply to batemanhr@co.uk
Work Experience:
2006-2008 Portman Computers
Jan Jan
Salesman for Award
and hardware.
salespersoof the year in 2007
2008- present Sales Manager for
southeast division in
Brightland Comms.
managing team of 20 salespeople.
Responsible for sales
of communications
equipment.
2. Are the following statements True or False?

1.
2.
3.
4.
5.
Steve went straight from university to his first job.

Steve stayed in his first job for only two years.
Steves first company was not pleased with his work.
Steve was given more responsibility in his second job.
Steve does not have a job at the moment.
3. Match the words and expressions in bold with their definitions:

1. Youre a salesman, a good, dynamic salesman.
industry.
2. What do you know about their main competitors?
makes.
3. Ask them about their policy on customer-care.
4. I dont know how much profit they made.
sell.
5. You havent even checked their product line.
their
a) other companies in the same

b) money that a company
c) energetic, enthusiastic
d) the things they make and
e) making sure people who buy
products are satisfied.
4. Answer the questions:

1. Where is Steve
going?____________________________________________________
2. Who starts talking to him in the
street?_______________________________________
3. Why is Steve
nervous?____________________________________________________
4. Is Steve properly prepared for the
interview?__________________________________
21
PART 2
1. Use the words in the box to complete the sentences:
impression
motivate
positive
enthusiastic
relax
charming
1. Good managers _________________ their staff and make them want to work
harder.
2. It is important to ________________ in an interview so that you dont look
nervous.
3. It is good to have a ____________________ attitude to believe that everything
will be fine.
4. To make a good _______________ on people, you should dress smartly.
5. He is a very ______________________ man, always polite and pleasant to
others.
6. She is very energetic and ______________________ - she really enjoys her
work.
2. Discussion topic: What do you think is the most important thing in an

interview?
Appearance?
Personality?
Experience?
Academic background?
PART 3
1. Match the words 1 to 8
with their opposites a) to h)
1. falling
2. decreased
3. nervous
4. expansion
5. weak
6. difficult
7. lower
8. stupid
a) clever
b) easy
c) higher
d) strong
e) rising
f) increased
g) confident
h) contraction
2. Whats the meaning of

No customer care,
no customer loyalty ?
2. Answer these questions.
22
1. Who is the woman in the waiting

room?___________________________________________
2. Who does Steve thinks she is when he meets
her?____________________________________
3. Why is Steve taking an evening
course?___________________________________________
4. What does Bateman Retail Technologies
sell?______________________________________
3. Discussion topics:
Do you think Steve will get a job with Bateman Retail Technologies?
Do you think Jennifer should have introduced herself earlier?
Do you buy things on-line? What do you think of retail websites?
PART 4
1. Choose the correct word or expression from the box to complete
each sentence.
discount
guarantee
parent
special offer
promising
1. She had a _________________ career as a dancer, but then she broke her leg and had
to stop.
2. We ______________________ to deliver on time or we will give you a refund.
3. We only have one office in London, but our ___________ company has offices all
over the world.
4. We can offer you a 10 percent ________________ for large orders.
5. We have a ______________________ at the moment two for the price of one.
2. Try to remember the numbers that are missing.

1. If you have any problems, we guarantee to have an engineer on-site within
_______________ minutes and were available ____________ hours a day.
2. How long would I have to wait for, say, __________________ units?
3. Thats _________________ more than weve got in the warehouse.
4. I could have the first _________________ delivered within ___________ hours.
5. Hes responsible for ______________________ buildings this size.
3. Discussion topic: Is Steve a good salesman? Why/Why not?

4. WRITING ACTIVITY : Preparation of CV and letter of application
UNIT 3: SALES
23
SOCIALISING: INVITATIONS
INVITATIONS
Inviting
Accepting
Would you like to join us for lunch? Thank you. That would be very nice.
Would you like to come to our barbecue?
Thanks. Id love to.
How about joining us tonight?
That sounds like a good idea.

Declining
Id love to but (Im afraid Ive made other arrangements)
Thats kind of you but (unfortunately I wont be able to. Im leaving).
Offers
Do try one of these canaps. Thanks, but I couldnt eat anything else.
How do you like your coffee? Black, one sugar, please/ White, please.
Responding politely
Oh, dear. Ive just split some wine
Antonio sends his regards.
I hope you have a good weekend.
Im afraid I didnt catch your name.
Never mind.
Thank you. Do give him mine.
Thanks. The same to you.
Its Claire. Claire Hallan.
SAYING GOODBYE
(I = Informal. All other forms = neutral)
I must be going now (or Ill miss my plane).

I think I should get back to my hotel now (as Im leaving very early
tomorrow)
I think I should be going.
I must be off. (I)
I have enjoyed meeting you.
Ive enjoyed meeting you, too.

I hope to meet you again.
I hope so, too.

I look forward to meeting you again.
(I hope you) have a good flight
Thanks, and the same to you.
You, too. (I)

Thank you so much for all your hospitality.
Thank you very much for all your help. I really appreciate it.
Bye. Ill be in touch (soon).
See you (in May).
So long. (I)
Take care. (I)
Gotta go. (I)
SOCIAL RESPONSES. COMMON EXPRESSIONS
24
1. 12.3. Listen to the telephone conversation between Rosa and Mara Ferrando.
Answer the questions.
1. What good news does Rosa tell Mara?
______________________________________________________________________
______
2. When did the investors make their decision?
______________________________________________________________________
_____
2. Match the offers and invitations made by people at NMPs party in A with their
replies in B.
A
1. Mara, would you like another drink?

a. Yes, Id love to see it. When are you going?
2. Do try one of this canaps. Eric made them. b. Thats very kind of you, if youre sure its no
Theyre delicious.
trouble.
3. Were having a barbecue on Thursday evening.
c. Did he? Then I must try one.
Would you like to come?
d. Oh, Id love to but Im afraid Ill be away on
4. Were going to see the new musical next week.
business then.
How about coming with us?
5. Would you like me to give you a lift back to your
e. Thanks, Piet, Id love some more wine.
hotel after the party?
3. 12.5. Listen to some more comments made by people at the party. Tick the
most appropriate response.
1. a. Never mind.
5. a. Black, one sugar, please.
b. Its Claire. Claire Hallan.
b. It doesnt matter.
2. a. Thank you. Do give him mine.

6. a. Really?
b. Does he?
b. Oh, Im sorry to hear that.
3. a. Its OK.
7. a. Never mind.
b. Not at all.
b. Dont mention it.
4. a. Thanks. I hope so too.
8. a. Yes, I expect so.
b. Do you?
b. Thanks. The same to you.
4. 12.6. Listen and check your answers.
COMMON EXPRESSIONS
5. Match the expressions in A with their uses in B.
A
B
25
1. Talking of (weekends, why dont you come

being
and stay with us soon?)
2. As I was saying, (their daughter has just started
someone
her own business) .
3. That reminds me, (I must get in touch with him again).
linking it
4. If you ask me, (I think hes making a big mistake).
present topic
a. to give an opinion, without

asked for one.
b. to repeat and agree with what
has said.
c. to introduce a new topic by
to a present one.
d. to say something that the
has reminded you of.

5. As you say, (the economic situation isnt getting any better). e. to take the conversation back
to an
earlier topic.
6. Complete the extracts from conversations with a suitable expression from 1.
1. ____________________________, Eric, Id say good food is definitely one of lifes
pleasures.
(=thats what I think)
2. ____________________________, Mara, Seor Prez sends you his regards.
(=Ive just remembered)
3. ____________________________, Rosa, weve got a very busy year ahead.
(=you said it before and I agree)
4. ____________________________ good wines, Eric, what was the name of that wine
you recommended? (= a new topic that links to the last one)
5. ____________________________, Rosa, I think Jean Leblanc would be ideal as
consultant for the programme on France. (=I was talking about this topic)
7. 12.7 Listen and check your answers.
SAYING GOODBYE
8. 12.8 Listen to people saying goodbye at NMPs party. Answer the questions.
1. What does Mara say to show shes
leaving?_____________________________________
2. Do you think Piet wishes he had Rosas job? Why/Why
not?________________________
9. Work in pairs. Decide what you would say in these situations.

a. Youre on a business trip and your host has taken you out to dinner. Its very late and
you have to catch an early morning plane.
b. Some colleagues invited you out to lunch for your birthday. Youve got a meeting at
work in ten minutes.
c. Youve just spent three days staying with some English friends. Theyre seeing you
off at the airport. Youll see them again next summer.
d. Youve spent the day at a foreign branch of a company, learning how to use a new
computer system. Everyone there has been very useful.
26
10. 12.9 Listen to four people saying goodbye. Match situations a-d from 2 with
speakers 1-4.
Situation
Speaker
REVIEW: SOCIAL RESPONSES AND COMMON EXPRESSIONS

During the buffet supper at the end of the Opposition Party Conference, shadow
Transport Minister, Helen Price, talked with many people. Complete the
conversations. Use the phrases in the box.
Black, no sugar, please.
Thanks, Id love some more wine.
Id love to, but Im afraid Ill be Thanks. The same to you.
Im afraid I didnt catch your name. Yes, I think I should get an early night tonight.
Oh, Im sorry to hear that.
Thats very kind of you, if youre sure its no
trouble.
GUEST 1
Helen, would you like another drink?
HELEN
________________________________________________________________
__
GUEST 2
Were having a small lunch party next Friday. Would you like to come?
HELEN
________________________________________________________________
__
away at a conference in Brussels.
GUEST 3
Would you like me to email you a copy of the report I told you about?
HELEN
________________________________________________________________
__
GUEST 3
No, none at all. Itll only take a moment.
GUEST 4
My husband wanted to be here too, but hes been doing too much and the
doctors told him to rest for two weeks.
HELEN
___________________________________________________________
_______4
27
GUEST 5
HELEN
GUEST 5
GUEST 6
I hope you
Im so pleased to meet you at last. My names Juliette Rotherham.

Im sorry, its rather noisy.
____________________________________________5
Its Juliette. Juliette Rotherham.
So Im off to Rome next week, and youre going to Brussels, arent you?
have a good trip.
HELEN
________________________________________________________________
__6
GUEST 7
How do you like your coffee?
HELEN
________________________________________________________________
__7
GUEST 8
Do you have to leave so soon?
HELEN
________________________________________________________________
8
__
Im leaving at 6.00 in the morning.
12.4. Listen to the conversations and check your answers.
TELEPHONE CONVERSATIONS
28
: How can I help you?

What to say what to expect
Announcing identity
Person calling
Person called
Hello, this is Barbara Ling.
My names Daniel Wong.
Good morning. Its Rebecca Park here.
afternoon.
Hello. David Jackson.

Can I help you?
Marketing Services PLC. Good
Asking if someone is in
Person calling
Person called
Can I speak to Mr Lee, please?

Hello, is Laura there?
Hi, its Jim Wilson here. Is Sandra in?
Could you put me through to Maria Garca, please?
Can I speak to someone in Marketing, please?
Hold the line, please.

Hold on, please. Ill see.
Yes, Ill just get her.
Ill just transfer you.
Yes, just a moment.
Person wanted is not there

Im afraid she isnt in at the moment.
Sorry, hes just gone out. Would you like to call back later?
Shes away for a few days. Can I give her a message?
When will the person wanted be in?

Person calling
Person called
What time will she be back?

Will he be back later today?
Can I contact her tomorrow?
When would be a good time to call again?
She should be back by 4 oclock.

Were expecting him at around 11.00.
Shes due back tomorrow.
Why dont you try in a couple of hours?
Calling off
Person calling
Person called
Ill get back to you soon.

Thanks very much. Goodbye.
Ok. Bye.
Thanks for calling.

Well be in touch soon. Goodbye.
Bye.
Exercise 1. Listen to two telephone conversations and complete the table.

Call
1
2
Where is he/she?
Country of meeting
Number of caller
Exercise 2. Write a message for each of the people the callers wanted.
1. Phone message.
Caller:
Message:
2. Phone message.
Caller:
Message:
Exercise 3. Complete the sentences with words from the box. Use each word only
once.
here see
in
moment
mobile
holding
speaking
hold
29
1.
2.
3.
4.
5.
6.
7.
8.
Hello, is that Mauro _____________?

Just a ____________, please.
Wait a minute, Ill _____________ if shes here.
Ill get the information you want. Do you mind ___________ on?
You should be able to reach her on her ______________.
Try calling back ____________ an hours time.
Sorry, hes not _______________ at the moment.
Ill have to put you on ____________ while I check.
Exercise 4. Listen to the phone conversation and complete the table. Then listen
again and answer the questions.
Person called
Caller
Request
Who will make the next call?
1. What sort of work does Carla Parker do?

2. How is Richard Dawson going to find out the information?
Exercise 5. Listen to the phone conversation and complete the table. Then listen
again and answer the questions.
Person called
Caller
Request
Who will make the next call?
1. What have Star Cars International ordered from Motor Systems UK?
2. Whats the order number?
3. When would Star Cars International like delivery of their order?
Requests
Person calling
Id like to speak to somebody about
Can you give me some information
about?
Whats the position on?
Wed like an earlier delivery date
if possible.
Could you bring delivery forward
by a few weeks?
Person called
Whats the order number?
Can you give me the reference no.?
When did you send the order?
Ill have to check with the department concerned.
I cant tell you right now, but I can look into it
and get back to you.
Can I let you know the situation tomorrow?
Exercise 6. Listen to Richard Dawson and Mark Wheeler phoning back, as they
said they would. Write the information about both calls.
1) From: Richard Dawson
2) From: Mark Wheeler
To:
To:
Information:
Information:
Exercise 7. Complete these two conversations with sentences from the box.
a) Ill put you through to Order Enquiries.
f) Motor Systems UK. Can I help you?
30
b) From about three this afternoon.

factory.
c) Yes, later this afternoon if thats convenient.
d) Yes, it is. Can I help you?
e) Im afraid hes in a meeting at the moment.
g) Right. Well, well have to check with the

h) Can you give me the order number?
i) Order Enquiries. Can I help you?
j) Youre welcome. Goodbye.
A: Hello is that Motor Systems UK? B:_____________________________________

A: Can I speak to Mark Wheeler, please? B: _______________________________
A: Ok. Do you know what time he will be free?B: ____________________________
A: Right, Ill call again then. Thanks very much. B: __________________________
A: Goodbye.
C: __________________________
D. Id like to speak to someone about bringing forward a delivery date.
C: __________________________ E. ____________________________________
D: Im phoning about our order for some special plugs.
E: __________________________________________________________________
D: Yes, its MS/72/03. Wed like an earlier delivery date if possible.
E: __________________________________________________________________
D: OK. Could you call me back today?
E: _________________________________________________________________
D: Thatll be fine. Thanks very much.
Study these examples of how to ask for information politely.
You dont know a callers name. (give) Could you give me your name, please?
You arent sure of the name of the callers company. (repeat) Would you repeat the
name of your company, please?
You want to know where the caller is calling from. (tell)Can you tell me where
youre calling from, please?
Exercise 8. Now make questions using could, would, and can in a similar way.
1. You arent sure exactly what the caller is phoning about. (tell)
____________________________________________________________
2. You want to know the callers telephone number. (give)
____________________________________________________________
3. You dont know how to spell the callers name. (spell)
____________________________________________________________
4. You want to find out when the caller will be in the office tomorrow. (tell)
____________________________________________________________
Exercise 9. Listen to the surnames and try to copy them. Then listen to the
spelling to check. Then listen again and try to spell them correctly.
1. ___________
4. ___________
2. ____________
5. ____________
3.____________
6.____________
Hold the line, please.

31
Connecting to an extension
Person calling
Person called
Could you put me through to Lorenzo

Rinelli, please?
Id like to speak to Isabel Silva, please.
Could you give me the number of
his direct line, please?
you.
She asked me to phone her this morning.
Wrong number
Person calling
Would you hold on, please?

Please hold the line.
Yes, please hold on and Ill put you through.
Sorry to keep you waiting.
Sorry, this isnt her extension. Ill try to transfer
Person called
Oh, isnt that International Computers?

Im sorry, I must have the wrong number.
I thought Id dialled 01632 875 4903.
Sorry to have bothered you.
the Internet.
I think you must have dialled the wrong

number. What number have you got?
Im afraid theres nobody here with that name.
You could probably find the right number on
Ex. 1. Listen to the two conversations and complete the table.

Call
1.
Callers name
Person wanted
Person answering
receptionist
2.
Ex. 2. Complete the sentences with words from the box. Use each word only once.
hold
extension
Directory
code
confirm
mobile
Internet
dialled
appointment
bothered
Isnt that 423884? I think thats what I _______________.

No, this isnt her ____________. Ill transfer you back to the switchboard.
Im sorry to have ____________ you.
Hes out of the office at the moment. Youll get him if you call his __________.
Ive lost their new numbers. Ill have to call ____________ Enquiries.
You might find what you want if you look on the ________________.
Sorry to keep you waiting. Please ______________ on a bit longer while I try to
find her.
8. Could you please tell me the area ________ for Hamburg?
9. Im now in a position to _____________ arrangements we made.
10. Can we reschedule the ____________ for next week?
1.
2.
3.
4.
5.
6.
7.
Ex. 3. Listen to the phone conversation and complete the table.

Person wanted
Company wanted
Company answering

32
Making and confirming arrangements

Person calling /Person called
Ill email you the details.
Ill fax you to confirm all the arrangements.
Can I get back to you to confirm those details?
Right, Ive got the details you were asking about.
You asked me to call back to let you know if the
terms were acceptable.
Weve discussed possible dates for the meeting and
next Tuesday would suit us all.
Ill put everything weve discussed in writing and
copy it to the relevant people.
Could you manage that?

About the delivery times - the earliest
date we can manage is 1st May.
When youve checked things at your
end, could you let me know, please?
There will be a car to collect you from
the airport when you arrive.
Ex.5. Listen to the phone conversation and complete the table.

Callers name
Person called
Reason for calling
Listen again and answer the questions.

1. Why is the consignment a little delayed?
2. How many containers are in the shipment?
3. Why will Frank Patterson probably not visit Italy in this half of the year?
Ex. 6. You would like to renew the insurance on your car. You ring the
insurance company. Listen to the choices on the recorded menu and tick the
appropriate box in order to speak to someone in the right department.
1.
2.
3.
4.
Listen again and answer the questions.

1. What number do you press if you want to ask about payment?
2. What number do you press if you want to make a claim?
3. If you have a different query, what should you do?
Useful abbreviations
Re/re: about, regarding, on the subject of
e.g. (Latin: exempli gratia): for example
NB (Latin: nota bene): notice especially
i.e. (Latin: id est): that is, like
p.a. (Latin: per annum): each year
c.: about, approximately
cf.: compare with
a.s.a.p.: as soon as possible

sb: somebody/someone
vs(versus): against
pl/pls: please
no.: number
33
Making enquiries.
Enquiries for prices and discounts
Person calling
Person called
Ive seen your advertisement and Id like

We can give you a 10% discount if you
to know how much you charge for
order before 30 October.
Could you please tell me what your terms are?The sale is going to continue for the next month.
Does the discount go up according to theWhen you open an account with us you get 5% off
size of the order?
immediately.
What are your hotel rates? Does that
Our prices start at $100 for a single room,
include breakfast?
with breakfast included.
Ex. 1. Listen to two phone conversations and complete the table.

Call Caller
Person/Company called
Caller interested in
1
2
Ex. 2. Listen to the calls again and write down the messages.
1. Capital Investment Systems
2. Globe Travel Agency
Investor number: _______________
Phone number:
_________________________
She wants to buy:________________
Number of people travelling:
______________
Telephone number: _____________
Flight dates: _______________________
Ex.3 Complete the sentences with words or phrases from the box. Use each
sentence only once.
increase
rates
order
gone up
charge
shares
lowest
give
special
1. Here are the _____________ prices available for the flights you wanted.
2. Couldnt you manage to ____________ me a better discount for this large _______?
3. Its a good price it hasnt ____________ since last year.
4. Weve had to ________ prices in line with inflation.
5. We can offer you a ___________ discount if you order by the end of the month.
6. Our room ____________ compare favourably with similar hotels in the area.
7. How much do you ____________ for each transaction?
8. I think investing in ____________ in the dotcom sector may be risky now.
Ex. 4. You would like to buy some tickets for the cinema, but you want some
information first. Listen to the recorded menu and complete the notes.
To book tickets:____________
Prices:
Adult:
Students / Senior citizens:
Children under_______:
Family ticket: __________
To find directions to the cinema:_____

Standard:_____
Standard:_____
Standard:_____
Superior:_____
Superior:_____
Superior:_____
34

Enquiries for prices and discounts
Person calling
Person called
Can I order online? Whats your website

address?
Ive got your February price list. Is it
still valid?
We usually get a better discount on a
repeat order.
As this is such a major order, we
expected a better discount.
Why have you reduced the discount?
Can you quote me a price for that?
I can email our price list to you or shall I

fax it?
Would you like our special introductory
offer?
Those are the best terms we can offer.
Youll find our prices cant be matched.
The price includes insurance and delivery
by courier.
Youll find all our prices and terms on the
website.
Ex. 5. Listen to the phone conversation and complete the email.

To: Maggie Redwood
Subject: Order
Dear Maggie,
This is to confirm our conversation earlier. The price for ________________ XJ33
power supplies is US$ ______________ each.
I look forward to receiving your order.
I will also forward a sample _____________________.
Best regards,
Takumi Kijama.
Ex. 6. Listen to the phone conversation and complete the notes.
Conference Centre wants: Bebbington Porcelain Blue Room Collection.
- tableware service for __________________ people.
- Sales Director offers: special discount of :_____________
- Normal discount is :__________________
- Complete boxed tableware set costs : ____________
- Are pasta dishes and dessert bowls included?: ____________
- Same terms for follow-up orders? :________________
Listen again and answer the questions:
7. What is Eva Frei going to do next, following the phone call?
8. How soon does she think the conference centre may place the order?
Ex. 7 Complete the conversation with sentences form the box.
a) I see. How many would you like?
f) What discount would you offer on an
b) Were thinking in terms of 12%. How does that sound?
order for 100?
c) Yes, please do that, and then perhaps youll call me back.- g) Speaking.
d) But we had 7% last time, and we were told it would
h) Thats good. We give a higher
be 5% higher for a repeat order.
discount on a repeat order.
e)Right, Mr Draper. Ill call you back later this morning. i) Well, it depends on your terms. Is
your May price list still valid?
A: PC Delivery. Good morning.

B: Could I speak to Anita McGarry, please?
A: ____________________________
35
B: Im calling from Computer Sales Ltd. Wed like to order some DE960 printers.
A: _________________________________
B:__________________________________
A: Oh, yes, until the end of the year.
B: ___________________________________
A: Youve done business with us before, havent you?
B: Yes, and this is our second order for this type of printer.
A: ___________________________________
B: ___________________________________
A: Oh, we dont normally go over 10%.
B: ___________________________________
A: I see. Well, Id better confirm that with someone in my department.
B: ____________________________________
A: Yes, Computer Sales Ltd, you said. And your name is?
B: John Draper.
A:____________________________________
Ex. 8 Note taking. Choose the abbreviation from the box that matches each of
these words and phrases.
ETA
re
e.g
NB
Attn
CIF
asap esp. SAE
Etc.
GMT
MD
K
max R&D
info PA
p.a.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Personal Assistant
and so on
maximum
stamped addressed envelope
as soon as possible
Research and Development
per annum/year
for the attention of
cost, insurance, freight
10. note
11. estimated time of arrival
12. Managing Director
13. about, on the subject of
14. for example
15. thousand
16. especially
17. Greenwich Mean Time
18. information
Ex. 8. Listen to the callers and write down the information.

1.
2.
3.
4.
Surname: _____________
ETA: ________________
Name of the building:_______________
Meeting date and time: _______________
5. Price for room: ___________

6: Postage & packing price: ______
7: Report needed: __________
8: Send: _______________
Ex. 9. Role play. Work with another student and prepare the following
conversation.
Student A: Your office is in London. You have to go on a business trip to Lima, Peru,
at short notice for a ten-day trip. You call Global Travel Agency to ask Annabel Davies
36
to make bookings for you. You would like to stop over in Mexico City on the way, and in
Port of Spain, Trinidad, on the return trip. You would like to travel business class. Tell
the travel agent the dates you need to travel. You need to know how much the return
fare will be before you can make the booking.
Student B: You are a colleague of Annabel Davies at Globe Travel Agency. There are
flights from London to Lima everyday with a stopover in NY. It is possible to stop over
in Houston, Texas and in Mexico City en route to Lima, but as this involves two
airlines, the price would be 100 more. There are only two direct flights a week from
Lima to Port of Spain, but there are daily flights from Trinidad to London. Take notes
on what the customer wants, and explain that you will have to look up all the prices,
and will call back.
Placing an order
Ordering
Person calling
Were ready to order now.
Wed like to place an order for 200
packs of printer paper.
Im phoning you with a repeat order.
Have you got everything in stock?
Its a very urgent order.
When will you get more stock in?
Delivery
Person calling
Person called
What would you like to order?
Can I have your customer reference number?
Whats the item number in the catalogue?
Im afraid this item is out of stock.
The order will be processed this week.
New stock is due next month.
Weve got a backlog, so the order wont be
dispatched for at least two weeks, Im afraid.
Person called
We need the goods urgently. Can you

dispatch them today?
Well send the goods by next day courier.
How soon will the parcel arrive?
How will the order be sent?
When can we expect delivery?
Well dispatch the goods immediately from

stock.
Avoiding misunderstanding
Confirming order arrangements

Sorry, I didnt hear what you said.

Could you repeat the price, please?
I didnt catch what you said.
Can we go through the order in detail, please?

Can I double-check some of the order details?
Weve got a problem with some of the terms of
the order.
Im calling to confirm the arrangements we
agreed.
Ill email you confirmation of everything weve
discussed.
Could you repeat it more slowly?

Its a very bad line, Im afraid.
The consignment will be sent by air freight.

It should arrive by the end of the week.
Can I call you back?

Im on my mobile and the lines not very good.
I think the signal is going. Ill call back when I can.
I can hardly hear you. Can you speak up, please?
Ex. 1. Listen to three phone calls and complete the table.

Call
Company called
Caller
1
Reason for calling
37
2
3
Ex. 2. Complete the sentences with the words from the box.
freight
invoice
repeat
pay
stock
urgently
note
catch
account
place
item
catalogue
1. Thank you for your quotation. Wed like to ________ an order now.
2. I need to __________ down the reference number.
3. When you order, you need to give the __________ number for the latest
______________.
4. Were under pressure from our customer. Can you send the order ___________,
please?
5. I dont need to ____________ by credit card because Ive got a monthly
_____________.
6. The ____________ will be enclosed with the goods.
7. Im afraid its out of ___________, so it wont be sent for two weeks.
8. Well send it by air ____________, so it will arrive tomorrow.
9. Im calling to make a ________________ order. Wed like exactly the same as
last month.
10. Sorry, I didnt quite _______ what you said. Could you say that again?
Ex. 3. Listen to the phone conversation and write down the missing information.
Order confirmation
Order placed by: _________________
____________________________
Type of flowers: _________________
__________________________
Quantity: ________
__________________________________
Person addressed to:______________
Delivery address:
Delivery date/time:
Message:
Payment by: ________
Ex. 4. Listen to the phone conversation and complete the email.

To: Serge Duval
Subject: Order confirmation
Dear Serge,
This is to confirm our conversation earlier.
You have ordered ____________ CM25 hard drives at a reduced price of _________
each rather than ___________ because the order is significantly larger.
You will settle the account by _____________ transfer immediately, to the amount of
$132,000.
Thank you for your order.
Jennifer Sato
Kobayashi components.
Ex. 5. Complete the conversation with sentences from the box.
a) Its the winter catalogue.
b) Yes, I have.
f) Can you give your customer reference no.?

g)Thank you. Your order should be with you in three days.
38
c) How would you like to pay?

h) Yes, thats right.
d) Its P39/T14
i)Theyre 55, including post and packing.Would you like to order anything else?
e) Yes, Id like to order some trousers, please.
j) Medium, please.
A: Expedia, Sara speaking. Can I help you?

B: __________________________________
A: Certainly. Have you ordered with us before?
B: ___________________________________
A: ___________________________________
B: Yes, its EX9624/TA12.
A: Is that Olivier Lesout?
B:____________________________________
A: And which catalogue have you got?
B: ____________________________________
A: Right, whats the item number?
B: ____________________________________
A: Oh, yes, the black corduroy trousers. What size would you like?
B: ____________________________________
A: ____________________________________
B: No, thanks. Thats all.
A: ____________________________________
B: By credit card. The number is 9866 0405 8341 7844, expiry 02/08
A: ____________________________________
B: Thanks, bye.
39
Bookings and arrangements

Hotel reservations
Person calling
Person called
Could you tell me the price of a single
-A single room with shower or bath is 150, with
room, please?
breakfast included.
Id like to book a double room for
-Would you prefer a shower or a bath?
three nights, please.
-All rooms are fully equipped with satellite TV,
Have you got any rooms available?
air-conditioning and Internet connection.
How far is the hotel from the airport?
- Im afraid were fully booked.
Id like a quiet room with a balcon
-We havent any double rooms left, but I can offer
overlooking the sea.
you a suite.
Ive got a room booked for tomorrow. -Could you send an email to confirm your booking?
I wont be arriving until about 11.30 p.m. -Shall I send you the information pack about our
You will keep the room for me, wont you?
conference facilities?
Im afraid Ive got to change my booking.

Call
1
2
Name of travel agency
Destination
Alternatives
Ex. 2. Listen to the phone call and complete the table.

Caller
Hotel location
Hotel name
Booking dates
Type of room
Ex. 3. Complete the sentences with words from the box.
kept
scheduled
convenient
book
apartment
hearing
departure
facilities
double
arrangements
check in
airlines
1. Would you like a single or a _________ room?

2. The ______________ time of flight JAL314 is 14.50.
3. Several ___________ fly the same route, so its mainly a question of choosing the
most ___________ time.
4. If you go on a _____________ flight, youre likely to pay more but its often more
convenient.
5. Dont forget: ______________ time is an hour before take-off.
6. Theyve decided to stay in an ____________ rather than a hotel.
7. Sorry to have _______ you waiting.
8. The conference _______________ in the hotel are excellent.
9. All the _______________ have been made. Youll be _________ from us soon.
10. Id like to ___________ a suite with a balcony for two nights.
40

Travel arrangements air
Person calling
Person called
Id like to book a seat on flight AZ514

Im sorry there are no seats left on that flight.
from Paris to Frankfurt on 15 June.
Would you like a seat by the window or an aisle
How long is the flight from Berlin to Istanbul?
seat?
Is there a direct flight from San Francisco to// Would you like a business class or economy class
South Korea?
Is there a connecting flight from Detroit //There are five scheduled flights a day between
to Miami?
Stockholm and Brussels.
How far is the airport from the city centreTake a bus or the metro from the airport to the city
How long will the stopover in Bahrain be?
centre.
How much would it cost to take a taxi from //Im afraid theres no availability on the flight you
the airport to the hotel?
wanted.
Travel arrangements road and ferry

Person calling
Person called
Whats the road like between Lisbon and//The motorway is always very busy in the rush
Coimbra?
hour.
Whats the best route to take over the Alps?//There will be major roadworks for the next few
Could you please send me directions so
weeks, causing long delays.
I can find the office?
Ill email you a map showing exactly where
Is it easy to park in the city centre?
the hotel is.
Do I need to book in advance to take the
The hotel has its own underground car park.
car on the ferry?
Due to rough weather, the ferry crossing
How long is the crossing from Bari to Dubrovnik?
has been cancelled.
Travel arrangements rail

Person calling
Person called
Id like a return ticket from Geneva to Milan. Would you like to travel first or standard class?
Id like to take the overnight sleeper from
Would you like to be in a mobile-free carriage?
Avignon to Paris.
Would you like to book a table in the dining car?
Im travelling on Eurostat, so Ill be in Brussels
in plenty of time for the meeting.
Ex. 4. Listen to the phone conversation and complete the itinerary.

Details of visit
Name: Louis Gasquet
Company: Monteil SA, Lyon, France.
with
Arrival date: _____________
Arrival time: _____________
Airline: Alitalia AZ325
Transfer to hotel: _________________
Hotel: __________________________
No. of nights booked: _____________
Meetings_____________
First day: Lunch with key people at
_____________; meeting at 3 p.m.
the __________________________;
meeting at _________ with the MD.
Second day: Whole day at: __________
near Orvieto.
Back for ___________ in Rome.
Third day: Return flight to Lyon.
41

1. Is this Louis Gasquets first visit to the company in Rome?
2. What question does Louis ask Flavia at the end of the conversation?
Ex. 5. Listen to the phone conversation and complete the notes about changes.
Booking details: Spectrum Technodesign
Monday 10 June
Rooms: 25 single, with shower/bath
Now: No change
Dinner in Linden Restaurant at 8 p.m: 45 people with 9 vegetarians.
Now: ____________ people, with ___________ vegetarians.
Tuesday 11 June
Now: ___________ single, with shower/bath; ___________ double, with shower/bath.
Dinner in Linden Restaurant at 8 p.m.: 15 people, no vegetarians.
Now: __________ people, ____________ vegetarians.
Wednesday 12 June
Now: ___________ single, with shower/bath; ___________ double, with shower/bath.
Dinner in Linden Restaurant at 8 p.m.: 45 people, with 9 vegetarians.
Now: _________ people, ___________ vegetarians.
a) But my conference is ending earlier and Id like
f) Hello, my name is Rosa Mei
to take an earlier flight back.
g) And theyll change the ticket then?
b) Hold the line, madam, and Ill put you through to
Is there a reference number?
Flight Reservations.
h) Well, Im booked on an Iberia Airline. flight
c)Lets seeyes, there are a few seats left
from Barcelona to Geneva this Friday at 18.40.
Shall I reserve one for you?
d) Yes, IB3167 is the flight Id like to take, at 15.45.
i) Yes, I am.
e) Good morning, Id like to change a flight booking, please/ j)Thats fine, then. Thanks very
much. Bye.
.
A: Iberia Airlines. Good morning. Can I help you?

B: _______________________________________
A: _______________________________________
C: Flight Reservations.
B: _______________________________________
C: How can I help you, Ms Meier?
B: _______________________________________
C: I see.
B: ________________________________________
C: Are you flying business class?
B: ________________________________________
C: Well, in that case, if theres a seat available on the plane, youll have no problem.
42
Do you know which flight you want?

B: ________________________________________
C: ________________________________________
B: Yes, please.
C: Right. Go to the Iberia desk at the airport at least 10 minutes before departure.
B: ________________________________________
C: Yes, its IB/0975/453
B: ________________________________________
C: Bye.
Problems and complaints
Checking up on problems
Person calling
Person called
I still havent received the order.
I cant understand why theres been a delay.
Ive been waiting for seven weeks now.
Can you check up on it, please?
What seems to be the trouble?

Let me check the records
Its obviously our mistake.
Im very sorry about that.
Making and handling complaints

Person calling
Person called
Im afraid I have to make a complaint.

Im very sorry to hear that.
Its very inconvenient.
Im very sorry about the delay.
The standard of service was unacceptable. Ill find out what has happened and ring you back.
We should have been warned there was a I shall make a full investigation into what went wrong
problem.
I appreciate your position.
I think well have to ask for a refund.
I can only apologise.
What are you going to do about it?
It looks as if theres been an error at this end.
I am calling to make/register a complaint.
Ill have to look into this.
Im not satisfied with the service.
Its obviously a major slip-up.
This simply isnt good enough.
Im afraid the repair centre is running behind schedule.
Can you tell me whats going on?
One of our suppliers has let us down.
Can I count on that?
Im very sorry for the inconvenience.
I sincerely hope I dont have to ring you
Well make it top priority.
again about this.
Were normally very reliable.
Were very unhappy with the arrangements.
Weve never had this kind of problem before.
This really isnt acceptable.
This certainly shouldnt have happened.
That may be true, but it doesnt help us right
Ill look into the matter immediately.
now.
Ill deal with it personally.
I want you to get this sorted out now.
I cant apologise enough.
I cant afford to be let down again.
Thank you for telling me about it.
Exercise 1. Listen to two phone conversations and take notes.

1. Caller: ____________
2. Caller: ____________
Address: ____________
Order no.: 10964/32 (Monday 17 July) pizzas.
Notes:
Delivery: 21 July, 12.30, Downtown Studio
Notes:
Exercise 2. Complete the sentences with the words in the box.

processing
apologise
mix-up
delivered
inconvenience
disappointed
delay
serious
service
damaged
1. Im phoning you about a _________ matter.

43
2. You cant have packed it properly; the package was already _________ when it was
__________ to us.
3. We expected a much higher standard of ___________ .
4. Im ringing to say how _____________ I was by the final result.
5. I can only _______________ on behalf of the company.
6. Im afraid theres been a ___________; your order was dispatched to the wrong
address.
7. We havent received the parts from our supplier, so theres inevitably a
_________________ in
__________________ your order.
8. Were very sorry for the __________.
Exercise 3. Listen to two phone conversations: Complete the table with the
information fro the first one. Then listen the second and complete the details on
the note.
Part 1:
Caller
Reason for complaint
Next step
Part 2:
Quicklink Couriers
Fast Fax Central Service Department Complaint (9 March)
Ref. no. RZ2984/W56
We collected fax machine from Fast Fax Central on :__________________
Driver tried to deliver fax machine on: _____________________________
Did driver leave card for customer?:_______________________________
Now we must ring customer to arrange convenient time
for:_____________________________
Exercise 4. Listen to the phone conversation and complete the table.
Caller
Place called
Complaint 1
Complaint 2
Complaint 3

1. How long was the conference held by the City Management Services at the hotel?
______________________________________________________________________
2. How many people from City Management Services stayed at the hotel?
______________________________________________________________________
3. Which of the three things the caller complains about was the most important and
why?
______________________________________________________________________
4. Did the conference manager know about the problems City Management Services
had experienced before the caller rang to complain?
______________________________________________________________________
5. By how much will the invoice be reduced by way of an apology?
______________________________________________________________________
____
44

a.Well, we bought some special parts from you and f. CTK Electronics. Good morning.
b. Im afraid hes away from the office.
g. Yes, theyre all from the DE1065 range.
c. Not until next week, Im afraid. Can somebody else help you?
h. Thats right.
d. Oh, hello, my names Claudette Peuser. Im from i. Ill put you through to Jorge Casso then.
Tyson-Scotts.
j.I see. Technical Services should be able to help you.
e. Well, Im afraid theyre not exactly the right dimensions.
A: ____________________________________________B: Hello. Could you put me through to Oliver
Chan, please?
A: ____________________________________________B: Oh, dear. Do you know when hell be back?
A: ____________________________________________B: Well, Im afraid were having problems with
some of the
parts you sent us.
A: ____________________________________________B: Yes, that sounds like the right department.
A: ____________________________________________C: Technical Services. Jorge Casso speaking.
B: ___________________________________________ C: Good morning, Ms Peuser. How can I help
you?
B: ____________________________________________C: Do you have the code numbers for them, Ms
Peuser?
B: ____________________________________________C: Yes, thats a specially designed range, I
think.
B:_____________________________________________C: What seems to be the problem with them?
B: ________________________________________
Ex. 6. Listen and repeat the figures and calculations.

1. + = 1
2. 4.2 x 3 = 12.6
3. 36 : 9 = 4
7. 11/16 5/8 = 1/16

8. 7.3 + 29.2 = 36.5
9. 43 x 5 = 215
10. 2,640 : 8 = 330
4. 17,506
5. 78.5%
6. 391-62 + 148 = 477

Call Company/Person calling Company/Person
called
1
Reason for
call
Action
Ex. 8. Complete the sentences with words from the box.

apologise
sorry
trace
details
mistake
baggage
sick
overdue
nuisance
sort
confirmation
deals
1. Im phoning because your payment is ____________.

2. If you let us have all the _____________, we can ___________ out the problem.
3. Its such a ___________ not having my luggage here.
4. Somebody in the department has made a big ____________ and hasnt completed the
job.
5. Now weve got your _____________ check number, we should be able to
________________ your missing luggage quite quickly.
45
6. The person who normally __________ with these matters is off _______ at the
moment.
7. Im very _______. I can only ___________ on behalf of the company.
8. We need to have ___________ that our instructions have been followed.
Ex. 9. Listen to the phone conversation and complete the notes.
Complaint Record
Customer: _________________
Customer reference: _____________________
Notes: faulty __________________
(flickering + purple stripes) collected for repair on ______________.
- received at __________________ 16 May she expected it back within a week
urgent repair needed now must be delivered to her by the end of ___________.
Caller/
Company called
Reason for call
Action
Company
Caller
Company called
Reason for call
Action
46
BUSINESS
CORRESPONDENCE
E-MAILS
47
1. ACCRONYMS AND ABBREVIATIONS

1. Try to find out what these accronyms stand for.
Thx
__________________ You write this to someone who has helped
Tia
__________________ You write this to someone who is going to
Re
__________________ This means about and is the subject of your
FAQ
CU
FYI
Rgds
BTW
__________________
__________________
__________________
__________________
__________________
you.
help you.
mail
info.
You see this a lot on the Internet.

You use this to say goodbye.
You use this to show no reply is needed.
This is the short form of a common close.
You write this when you want to add more
Fwd __________________ This is used to send the same mail to another

colleague.
REQ __________________ You write this when you want someone to do

something.
IMO __________________ You use it to say what you think.

ATB __________________ This is a close, to wish someone well.
2. Give the full meaning of these abbreviations:
ie ______________
asap ____________
Jan _____________
at the mo __________________
6. bw _________________
7. attn_________________
8. pls __________________
9. w/e__________________
PRACTICE MAIL: Now answer this mail keeping the style.

From: Evan Davis
To: Sydney Braithwaite
Subject: Monitors offer
Dear Mr Braithwaite
Im writing to enquire about the monitors you informed us of last month.
Please could you send us a brochure and price list?
48
We would also appreciate a visit from your rep in order to get more
information about the products. Could you ask one of them to contact us,
please?
Looking forward to your reply,
Evan Davis
Purchasing Assistant
2. FORMAL AND INFORMAL LANGUAGE

1. Complete the table with the phrases below:
Can you help?- We hope you are happy with this-Let us know if you need any more
help-Please answer asap-Im sending you the..in an attachment-Im sending you...Thanks for choosing..-We are working on your request-Can you please send me...?Thanks for your email.
More formal
Less formal
Id appreciate a reply asap

__________________________
Would you be able to help...?
__________________________
Could you please send me...?
__________________________
Please find the...in the attachment.
__________________________
Im pleased to send you...
__________________________
Thank you for your email.
__________________________
Do not hesitate to contact us if
you require further assistance.
__________________________
We hope you find this satisfactory.
__________________________
Thank you for your interest.
__________________________
Your request is being processed.
__________________________
49
2. Now use (parts of) the phrases from the table to complete
the request and reply emails below:
From: Rachel
Subject: Request for brochures
To: xxx
Our company is currently looking for accommodation for some overseas

colleagues who will be transferred to Southampton for 12 months.
________________________________ me some brochures showing the
various houses and flats you have to offer? We also need to find locations near
schools; __________________________________?
As our employees are arriving next month, I
_____________________________.
Thank you very much.
Best regards.
Rachel Bemish
HR assistant
Wells Ltd
From: Brian
To: Rachel
Subject: Re: request for brochures
Attachment: Southampton.pdf
Dear Ms Beamish
___________________________. Unfortunately, the brochure
you requested is being reprinted at the moment, but
_________________________________. Prices and location have
remained the same, so youll find the requested
information_______________________. The new brochure will
be sent by post as soon as its available.
We______________________________________________
______________________________________
Regards
Brian Pearson
Changing Rooms
50
3. Now write one mail choosing from these situations:

A: You work for OFFICEQUIP, and you provide office furniture for
companies. You have received a mail from a customer (Gerard Letour)
asking for information about your shops in Paris and about your products.
Write your mail to give him the information he needs.
B: You work for OFFICEQUIP, and you have received a mail from a
customer (Liz Stevens) complaining about an order which has not arrived
yet. Write a mail to apologize and solve the problem.
3. DOMAINS
1. Match the country codes to the country:
.al
.pl
.at
.nl
.pt
.by
.no
.se
.cz
.de
.dk
.si
.sk
.ua
.ee
.fr
.gr
.ie
.it
.lv
If you need help go to this link :

http://www.youreuropemap.com/europe_map_7.html
http://www.youreuropemap.com/
51
2. Now find the part of the domain for someone who...

.ac.uk
.ibm.de
.au
.org
.ca
.at
.co.uk
.ch
.es
.com
.gov
.net
works for a company which is probably in th US.

works for a German division of a computer hardware company.
is writing from Australia.
is writing from Austria.
works for a non-profit organisation.
works for an Internet service provider.
lives in Switzerland.
is writing from Canada.
works for the US government.
is writing from Spain.
works for a company in England.
works for a British university.
52
4. MAKING AND CONFIRMING ARRANGEMENTS

1. Below are two email exchanges. Match the emails with their
replies and explain the reasons for your choice.
A:
Just writing to confirm my visit.

factory.
Monday 21st sounds fine. Could you
am is
collect me from the station?
the station
My train arrives at 10.00. Thx.
to collect us?
Looking forward to seeing the factory.
Friday.
CU Monday.
C:
B:
Thank you for your invitation to visit your

I can confirm that Friday morning at 9
convenient for us. We will be arriving at
at 8.30. Can you arrange for someone
We look forward to seeing you next
D:
Im writing to arrange a meeting with you and

for you to
Ms Milton to visit our factory. You expressed interest in
about
this last time we spoke.
I would like to propose next Friday at either 9 am or 3 pm.
I pick you
The tour usually lasts two hours.
Please let me know which time is convenient for you.
today to
Im looking forward to seeing you both soon.
A quick note to arrange a time

visit the factory next week. How
Monday, 21st May at 10.15?
Where should we meet? Should
up from the station?
Pls send me an email by 5 pm
confirm this.
2. Now complete the missing phrases.
Im writing to ar________________________________.
Where should we
m____________?
A quick note to ar__________________________ to meet.
Should I
p________________________?
H____________________ Tuesday?
When would s__________ you
best?
Could you c_________________ from the airport? I
Tuesday
c_________________?
Could you arrange for someone to________________________?
Is 5 oclock
s________________?
Please send me an email to c________________ this.
L___________________________ to seeing the factory.
53
3. Use the phrases in the box to complete the mails.

good for me to confirm-
-I look forward-what about-
- is 12.30 OK-send me an email-writing to arrange
From: v.peters@teledex.at
To: sandra-schuetz@webl.at
Subject: Meeting to discuss presentation

Dear Sandra
Just ___________________ a meeting to discuss the
presentation. ___________
Friday? We could meet for lunch at the Trattoria Rialto on
Breite Strasse.________________?
Pls_______________________ this afternoon to confirm.
Rgds.
Vanessa.
From: sandra-schuetz@webl.at
To: : v.peters@teledex.at
Subject: re: Meeting to discuss presentation

Dear Vanessa
Id like ___________________ on Friday.
12.30 is ___________________. Ill bring the presentation
info with me.
_______________________________ seeing you on Friday.
Sandra.
BTW rgds to Jim!
4. Read the following sentences and choose the correct preposition.
The conference begins at/on/in Monday at/on/in the afternoon.
Could you pick me up at/with/on 5oclock?
The report must be finished in/by/at Tuesday.
All holidays must be taken at/on/in June.
The company was founded by/in/on 2001.
Ill be at a clients in/at/on the end of the week.
On/In/At the moment Im very busy but Ill be able to finish the report
by/until/on next week.
If I havent heard from you by/in/at the weekend, Ill call you in/on/at
Saturday.
54
PRACTICE MAILS:
MAIL 1: Use the notes below to write an email to a customer to set up a

meeting:
Tues
Second meeting to finalize terms and conditions next week
Three possible times: -Mon 13/3 2pm
-Thurs 16/3, any time
- Fri 17/3 morning any time
need approx 2 hours
(Urgent: deadline for reserving conference room tomorrow noon!)
MAIL 2: Now look at the clients diary and write a response:
Monday: Edimurgh conference (meeting at 15.00)
Tuesday: Presentation 10-11.30 Return flight 16.10
Wednesday:
Thursday: 9.00-12.00 Meeting Jthomas- Pick up TG at airport 17.00
Friday: Assessment centre 9.00-15.00
55
USEFUL PHRASES AND VOCABULARY FOR MAILS
blue: more formal
black: standard
green: informal
Salutations
You don't know the name
You know the name
Dear Sir or Madam

To whom it may concern
Dear Mr, Mrs, Ms...

Dear John
Hello Pat
Hi Mary / Hey John
Hello
You write to a group
Dear all
Hi everyone
Opening sentence
Replying to an email:
Giving a reason:
Thanks very much for your email.

This is to say thanks for your mail.
I'm writing to...

Just a quick note to...
Just a short email to...
Attaching files
I'm sending you/ attaching...
attachment
I've attached...
Please find attached...
attach.../I can't
I'm sending you the price list as an attachment.
Making enquiries
I am interested in receiving/finding out...
I would like to receive...
We would be grateful if...
attachment)
Could you please send me...?
information
Please send me...
Would you be able to (help)...?
satisfactory.
Can you help?
with this.
I'd appreciate a reply asap.
Please answer asap.
processed/ We are
clarify...
confirm...
inform you...
follow up on...
reply to...
request...
tell you...
update you...
If you can't open the
I'm afraid you forgot to

open the document.
Replying to an enquiry
Thank you for your interest.
I'm pleased to send you
I'm sending you...(in an
Please find the requested
attached.
We hope you find this
We hope you are satisfied
Thanks for choosing us.
Your request is being
56
working on your request.

(Delays)
Informing
Requesting action
I'd like to inform you of...

Friday, please?
Just a few comments about...
Thursday.
Just a note to say...
Here's the low-down on...
Just to update you on...
FYI: This is to let you know...
Can you send it to me by
Making arrangements
Confirming arrangements
I'm writing to set up/arrange a time...

How/what about Tuesday?
Is Monday OK?
me.
Could you collect me/pick me up at the airport?
I'd like to confirm...

Just writing to confirm...
Monday is convenient for
Changing arrangements
Giving good news
I'm sorry but I can't do/make Thursday.

you...
This is to let you know I've had to put off/postpone
the meeting.
I'm writing to call off/cancel...
I'm afraid I can't make/manage Friday. How about...?
We are pleased to inform
Giving bad news
Complaining
We regret to inform you...

about...
I'm sorry but.../I am afraid that...
Unfortunately...
I'm writing to complain
Apologizing
Friendly ending
I do apologize for the delay in replying.

reply.
We must apologize for the inconvenience.
We deeply regret.
if...
We apologize for any inconvenience caused.
you further.
Sorry for the delay.
Please accept our apologies.
I am extremely sorry...
Looking forward to your
I need the information by

Please get in touch.
Keep me posted.
I'm happy to tell you...

You'll be delighted to hear...
We're not happy with...

I was disappointed to hear...
Hope to hear from you soon.

Do not hesitate to contact us
Let me know if I can help
Hope all is well with you.
Feel free to get in touch if....
Have a nice day/weekend.
57
Close
Yours sincerely
Kind/Best regards
Regards
See you soon
Take care
Bye
USEFUL VERBS:
GIVE AN EXAMPLE FOR EACH SENTENCE
to apologize
to appreciate
to ask if
to assist
to clarify
to complain
to confirm
to contact
to enquire
to get in touch
to let sb know
to postpone / to put off
to receive
to regret
to reply
to send
to sort out
to touch base
to update
Abbreviations and acronyms
CAN YOU GUESS?
Ad(vert)
am
appt
asap
at the mo
eg
etc
ie
info
pls
pm
re
rep
rgds
w/e
wk
Mon
Tues
Wed
Thurs
Fri
Sat
Sun
Jan
Feb
Mar
Apr
Sept
RU
U
4
2
LOL
Fwd
BTW
FYI
FAQ
THX
TIA
IMO
58
yr
CU
59
BUSINESS
AND FINANCE
$
60
UNIT 8 - FINANCE
1. PERSONAL FINANCE: Some useful terms
A current account (Am E=checking account) allows you to take out or withdraw
money with no restrictions.
A savings account or deposit account pays more interest but has restrictions.
Bank transfers include standing orders, which are used to pay regular fixed sums of
money, or direct debits, used when the date and amount of the payment vary.
Debit cards are used at the cash dispenser or ATM (Automated Teller Machine),
whereas credit cards can be used to pay at a restaurant.
Banks offer loans (fixed amounts of money lent for a fixed period), but also overdrafts,
which allow customers to overdraw an account to have a debt on an agreed limit.
Pay attention: Your account can be overdrawn.
You can have an overdraft.
In a bank you can also ask for a mortgage, i.e. a loan to buy a house. The property acts
as collateral or guarantee for the bank. If you don't repay the mortgage, the bank can
repossess your house.
Before lending money, the bank has to assess or calculate the risk involved. This is
usually the task of the risk assessment department. They also consider the maturities
(dates when loans will be repaid) and yield (how much money a loan pays)
PRACTICE:
1. Match the two halves of the sentences
1. Banks lend saver's deposits
2. They also create credit by
3. How much credit banks can create
4. Before lending money,
a. banks have to assess the risk involved.

b. depends on the reserve requirements.
c. depends on how risky it is for the bank.
d. so they can't lend all their money in
loans with long maturities.
5. The interest rate on a loan
e. lending the same original deposit
6. Banks always need liquidity
several times.
f. to people who need to borrow money.
2. Find a word or phrase which matches the underlined expressions in the
sentences.
1. I want to swap $500 from my savings account to my ordinary account.
_____________, ________________.
2. I dont want to have a situation where Ive spent more than Ive put in it.
______________.
3. Whats the amount in my account at the moment? _____________________.
4. Whats the percentage the bank pays to savers every year? ___________________.
5. On the last list of all the money in and out of my account, theres an amount the bank
has taken out that I dont understand. _______________________,
________________________.
61
3. Complete the gaps in these sentences with the appropriate form of these verbs.
invest
keep up
lend
save
lose
earn
owe
spend
make
take out
1. If you take out a loan, make sure you can ______________ the repayments.
2. The bank manager refused to ____________ us the money we needed. She said that
out accounting system was too disorganised.
3. Diana has really done well since she moved to the States. She _____________ more
than $80,000, and she has a company car.
4. We've decided to move to a new office to __________ money. The place we are
renting at the moment is too expensive.
5. Since I got my credit card I've ___________ far too much money.
6. Scotsbank decided to close its Tokyo operation because it was ____________ money.
7. I wish I hadn't ____________ that loan. I still _________ the bank $ 3,000. I don't
know when I'll be able to pay it back.
8. The easiest way to __________ money is to __________ wisely in the Stock Market.
4. Use these verbs to complete partnerships about banking.
use
pay
cash
________ a current account.

________ $ 200.
bank transfer.
_________ this cheque.
dispenser.
change
open
make
4. __________ bank charges.

5. __________ a
6. __________ the cash
5. Complete the letter from a bank to its small business customers with the
following words.
financial
services
fortnightly
charges
staff
interest
branch
location
currency
range
Dear Customer,
We are delighted to announce the opening of a new city centre ____________ of
Scotsbank at 34 Market Street. In our new convenient ________________ we are ready
to offer all the banking ____________ the small business needs:
expert ___________ advice tailored to your companys needs.

a wide ____________ of credit facilities for the expanding business.
highly competitive _______________ rates.
highly professional _______________ ready to attend your needs.
fast, efficient foreign _____________ transactions.
the lowest bank ______________ youll find anywhere.
regular account statements weekly or fortnightly.
So dont hesitate. Come to Scotsbank and speak to our manager, Sarah Wilson. Youll
wonder why you ever banked anywhere else.
62
2. THE STOCK MARKET

A. Financial products.
Usually you can talk about stocks, shares or equities to refer to the part of a company
that you own if you invest money on it by buying its shares. In Britain, stock is used to
refer to all kind of securities, including government bonds.
Shares are listed or quoted in the stock market or stock exchange.
All these products can be sold and bought at the bourses.
commercial paper short term lending to businesses.
bonds longer-term lending to businesses and government.
currencies (foreign exchange or forex): money.
commodities metal and farm products.
Securities shares, bonds and commercial paper.
B. Going Public - STEPS
1. A successful company decides to expand. It changes from a private company to a
PLC, selling shares to outside investors for the first time (flotation). It goes public.
2. The company gets advice from an investment bank about how many shares to offer
and at what price.
3. The company gets independent accountants to produce a due diligence report, ie. a
detailed examination of the company and its financial situation.
4. The company produces a prospectus, a document inviting the public to buy shares,
stating the terms of sale and giving information about the company, and details about
financial results from previous years.
5. The company makes a flotation or IPO (initial public offering).
6. An investment bank underwrites the stock issue, ie, guarantees to buy the shares if
there are not enough other buyers.
C. Financial centres and market indexes.
1. London: FTSE Financial Times Stock Exchange index. The City or The Square
Mile.
2. New York: Dow Jones Industrial Average (the Dow), for long-established
companies. Wall Street. / NASDAQ (National Association of Securities Dealers
Automated Quotation)
Especially high-tech new economy companies.
3. Paris: CAC 40 (Cotation Assiste en Continu)
4. Frankfurt: DAX (Deutscher Aktien Index)
5. Hong Kong: Hang Seng
6. Tokyo: Nikkei (Nihon Keizai Shimbun Japanese newspaper)
Some useful terms:
Blue chips famous companies with good reputation and a successful history
Bull market rising prices, upward market trend
Bear market falling prices, downward market trend
Rally prices starting to rise again after a declining period
63
Some useful verbs to describe charts and graphs (trends):

VERBS upward movement
to rise
to grow
to improve
to increase
to climb
to get better
NOUNS upward movement

a rise
a growth
an improvement
an increase
VERBS downward movement

to fall
to decline
to deteriorate
to decrease
to drop
to get worse
NOUNS downward movement

a fall
a decline
a deterioration
a decrease
a drop
Adjectives and adverbs to describe the quantity and speed of changes.

LARGE CHANGES
CHANGES
Considerable-considerably
Dramatic-dramatically
Significant-significantly
Substantial-substantially
SMALL CHANGES
Moderate-moderately
Slight-slightly
FAST CHANGES
Abrupt-abruptly
Quick-quickly
Rapid-rapidly
Sudden-suddenly
SLOW CHANGES
Slow-slowly
REGULAR
Gradual-gradually
Steady-steadily
More verbs for hight points, low points, staying, etc.

to peak
to hit bottom
to top up
to bottom out
to reach a peak
to reach a low point
to reach a maximum

to remain stable/constant
to stabilize
to level off
to fluctuate
64
65
A REVIEW OF
NUMBERS AND
FIGURES IN
ENGLISH
66
NUMBERS
REVIEW: CARDINAL NUMBERS
12 = twelve
13 = thirteen
30 = thirty
14 = fourteen
40 = forty
100 = a hundred/one hundred

101 = a hundred and one
1,000 = a thousand
1,101 = one thousand one hundred and one
1,000,000 = 1 m; a/ one million
2,000,000 = 2 m; two million ( not two millions)
1,000,000,000 = 1bn; one billion
REVIEW: ORDINAL NUMBERS

1st first
12th twelfth
21st twenty-first
1,000th thousandth
nd
th
th
2 second
13 thirteenth
45 forty-fifth
1,000,000th millionth
3rd third
20th twentieth
100th hundredth
th
th
4 fourth
30 thirtieth
101st hundred and first
5th fifth
40th fortieth
The definite article the normally precedes ordinal numbers: e.g. Queen Elizabeth the
second
Note that the y of twenty, thirty, forty is changed to ieth
1. OH, ZERO, LOVE, NOUGHT, NIL
The above are all ways of saying 0 in English.
oh:
Examples:
after a decimal point

in telephone numbers
5.03: five point oh three

67 01 38: six seven oh one three
in bus numbers
in hotel room numbers
in years
before the decimal point
for the number
for temperature
in football scores
in tennis
No.701: get the seven oh one

Room 206: Im in room two oh six.
1905: nineteen oh five
0.02: nought point oh two
0: the number zero
-5C: five degrees below zero
5-0: Spain won five nil
15-0: The score is fifteen love.
eight
nought:
zero:
nil:
love:
2. THE DECIMAL POINT

In English, we use a point (.) and not a comma (,) for decimals. We use commas in
figures only when writing thousands.
10,001 is ten thousand and one.
10.001 is ten point oh oh one.
When accounts are prepared on computer, commas are not used. The number appears as
10001.
In English, all the numbers after a decimal point are read separately:
10.66
ten point six six
Not ten point sixty six.
67
0.325
nought point three two five
0.001
nought point oh oh one
minus three
It is also possible to say :
0.05
zero point oh five
Or 10-, ten to the power
or oh point oh five
But when speaking about money, the number after the decimal point is read like a
normal number.
12.50
twelve pounds
fifty
2.95 two Euros
ninety five
Now say the following:
1. Its somewhere between 3.488 and 3.491
2. Look, its less than 0.0001!
3. I only got 13.60
4. Thats about 14.50 in Swiss francs.
5. Did you say 0.225 or 0.229?
6. The dollar is at 1.95.
7. No, I meant 15.005 not 15,005.
3. PER CENT
The stress is on the cent of per cent: ten per CENT
Notice the following when talking about interest rates:
cent
0.5%
a half of one per
0.25%
a quarter of a
percentage point
For example:
The Bank of England raised interest rates this morning by a quarter of a percentage
point.
1. Whats 30% of 260?
2. They have put the rate up by another 0.5%.
3. 0.75% wont make a lot of difference.
4. HUNDREDS, THOUSANDS, AND MILLIONS
British English:
American English:
1,999
the year 1999
the year 2000
the year 2009
the year 2012
123 = a hundred and twenty three.

123 = a hundred twenty three.
one thousand nine hundred and ninety nine.
nineteen ninety nine.
the year two thousand.
two thousand and nine.
two thousand and twelve or twenty twelve.
Note: It is likely that different people will refer to the early years of the 21 st century in
different ways. Remember that the year 1066 is always referred to as ten sixty six not
one thousand and sixty six.
1,000,000
is a million or ten to the power six (106)
68
1,000,000,000
is a billion or ten to the power nine. (109)
In British English a billion used to be 1,000,000,000,000 (1012) but now everyone has
accepted the American usage.
1.
2.
3.
4.
5.
Why do you say 175 in Britain? In the States we usually say 175.
Its got 1001 different uses.
Profits will have doubled by the year 2000.
Thanks. Youre one in 1,000,000!
No, thats 2,000,000,000 not 2,000,000!
5. SQUARES, CUBES AND ROOTS

10 = ten squared;
10 = ten cubed;
6. TELEPHONE AND FAX NUMBERS
6 = the square root of 6
We usually give telephone and fax numbers as individual digits:

01273 736344
344
44 26 77
777
oh one two seven three, seven three six, three four four
three double four
double four, two six, double seven
seven double seven or seven seven seven
7. FRACTIONS
Fractions are mostly like ordinal numbers (fifth, sixth, twenty third, etc):
a third = 1/3
But:
a fifth = 1/5
a sixth = 1/6
a half = 1/2
three and a half = 3
a quarter = 1/4
two and three quarters = 2
three quarters = 3/4

two fifths = 2/5
Now read the following news item:

In an opinion poll published today, over of the electorate say they intend to vote in
next months referendum. of voters say they will definitely vote Yes, while 1/3 will
vote No. But that leaves over 2/5 of the voters who havent made up their minds. Both
sides remain hopeful. A spokesman for the Yes campaign said, At the moment, 2/3 of
the electorate wont vote No. A spokeswoman for the other side replied, Thats true,
but wont vote Yes!.
8. CALCULATING
+ : add
divide
(plus)
: substract (or deduct)
: multiply
(minus)
(times)
(divided by)
10 + 4 = 14; ten plus four is fourteen; ten and four equals fourteen
69
10 4 = 14: ten minus four is six; ten take away four equals six
10 4 = 40; ten times four is (or equals) forty; ten multiplied by four is forty
10 4 = 2 ; ten divided by four is two and a half
Other ways of saying divide are: per
6% p.a.
Fr/$ francs per dollar

six per cent per annum
9. MONEY AND FOREIGN CURRENCY

Although the money signs are written in front of the numbers, we generally say them
after the numbers.
FF56
fifty-six French francs
92 bn
ninety-two billion yen (Note that yen does not take the s)
Notice the ways of speaking about the exchange rates:
How many yen are there to the dollar?
How many yen per dollar did you
get?
The current rate is about 1.6 Euros to the pound. How would you say these dollar
rates?
10. NUMBERS AS ADJECTIVES
When a number is used before a noun like an adjective it is always singular and it is
written using a hyphen. For example:
A fifty-minute lesson
A twenty-pound reduction
A three-million-dollar contract
A sixteen-week semester
11. DATES
In British English the and of are spoken but not written.
25th April 1954 : the twenty-fifth of April, nineteen fifty-four
or April the twenty-fifth, nineteen fifty-four
In US English the date is generally written with the month first and the date second. The
and of are not usually used in the spoken form.
May 16 1996
May sixteenth, nineteen ninety-six
This can lead to misunderstandings when dates are given in figures only.
10.12.1995
The tenth of December nineteen ninety-five (British English)
October twelfth, nineteen ninety-five (US English)
12. TIMES
A simple way to tell the time is to say the numbers.
7.30, 3.45, 1.20
seven thirty, three forty-five, one twenty
70
or
half past seven, a quarter to/of four, twenty past/after one
We do not usually use the twenty-four hour clock unless we are talking about plane or
train timetables, or in the army.
14.00
The meeting is at two oclock. / The train leaves at fourteen
hundred hours.
13. MEASUREMENTS
In the UK and US, specific non-metric units can be used to refer to some weights and
measurements.
UK/US
Metric
Inch (2.54cm)
Yard (0.944 m)
Mile (1.609 km)
Acre (4.047 m2)
Gallon (3.785 l)
Ounce (28.35 gr)
Pound (lb) (0.453 k)
Ton
Farenheit
centimetre
metre
kilometre
hectare
litre
gram
kilo
tonne
Celsius
PRACTICE:
Write and read.
1. Louis XIV was proud of being called the most Christian King.
2. The score at half-time was 3-0, but at the end of the match it was 3-3.
3. Therell be a 12% increase in your rent this coming year, Im afraid.
4. The 22.35 train to Paris will leave from Platform 3.
5. Lessons this year will last 1 hrs.
6. This notebook costs 3.25
7. My telephone number is 023 90 66
8. 2/5 of the population voted Yes
9. 71.13 56.42 = 14.71
10. 4,391 6,001 = 1,083,256,400
11. The group lost 1.9 billion last year and around 400 m the year before.
71
12. Today is the 100th anniversary of our organisation

13. Our house is 200 years old so we bought a___________________. (Use no. as
an adjective)
14. 2,464,981
15. 5,029
16. 6m 9 m
17. 212F = 100 C
18. We lost $50,000 so we made a_____________________. (Use no. as an
adjective)
19. The Beijing Olympics were held in 2008
20. 30 25 = 1.20
When talking about figures we can be more or less precise by using the following
expressions:
Well over / above
A lot more than
Just over/above
A bit more than
Just under/below
Nearly
Almost
Well under/below
A lot less than
Much less than
exactly, precisely
MAKE AND DO
The use of the verbs make and do often causes difficulties for learners of English. As a
generalisation, we can say that make means to bring into existence (like making things
in a production department) or to produce a result (make a profit, make changes), and
do means to perform an action (to do an exercise, to do your homework)
We can establish some tips for the use of these verbs, but as there are no fixed rules, it is
best to learn the expressions or use a dictionary if you are not sure.
We use do:
1 to talk about activities without mentioning exactly what they are: What are you
doing?
2 to talk about work or a task: Have you done your homework yet?
3 with a determiner (the, some) + ing to talk about activities that are repeated or take
some time:
Could you do some photocopying for me, please?
We use make:
72
1 to talk about creating or constructing. We made new plans for the store based on his
suggestions.
2 with nouns connected with talking about sounds. Id like to make a complaint / an
enquiry.
3 with nouns connected with travel. We had to make a long journey to find this place.
EXERCISES
1. Complete the following sentences with the correct form of either make or do and
a suitable expression from the list.
1. Janine, can you try to _________ me __________ with my dentist for this afternoon,
please?
2. Michael, can you ____________ me ___________? I need to borrow a car.
3. No, we dont know what went wrong yet, but were _________ some __________.
4. He said I wasnt working hard enough and Id really have to ___________ an
___________.
5. I cant tell you now, but we expect to ___________ a ______________ early next
week.
6. Were ____________ much __________ than last year; were definitely
___________ progress.
7. We spent three days ________ ______________ to the warehouse roof after the
storm last week.
8. We ____________ a lot of __________ in Japan, and since the profit margin is high,
we ___________ a lot of _________________.
9. I checked the figures last night and found that Id ____________ a lot of
___________.
10. Its either one or the other. Youll have to ______________ a _______________.
11. We have to _________ shelves for the kitchen.
12 You have to _______ your duty.
13. What do you ________ for a living?
14. Whos going to ________ breakfast?
15. You must ________ your job well.
16. Shall I _________ a cup of tea?
17. I have a lot to ________ today.
18. I am_____________ a model aeroplane for my grandson.
19. What did you _________ yesterday?
20. What shall I __________ next?
21. Lets __________ a fire in the sitting-room.
22. This years students are_____________ well at school.
2. Decide which of these nouns can be used with make and which with do.
a)
b)
c)
d)
e)
f)
g)
________ a favour
________ a speech
________ a plan
________ money
________ damage
________ a report
________ a profit
j)_________ good to someone

k) ________ an excuse
l) ________ an exercise
m) _______ 80 miles an hour
n) _______ the beds
o) _______ use of something
p) _______ ones hair
s) ______ an effort
t) ______ an exam
u) ______ harm to sb
v) _____ a decision
w) ______ your best
x) ______ friends with
someone
73
h) ________ a complaint
homework
i) ________ a mistake
q) _______ wrong
y) ______your
r) _______ an appointment
z) ______ progress
3. Complete the letter with an appropriate form of make or do.

Further to my telephone call last week, there is some more news I have to tell you.
We _________________ a mistake in the initial design stage. We need to ___________
some more research on the effects of high temperatures on the surface areas.
Please__________________ arrangements for a new test in the Schuster Laboratories. I have
__________________ enquiries abut exactly what we need to ____________ and Uli and Rosa
are going to contact me as soon as they ________________ a decision on the tests.
Please ____________ sure Gerd knows about the delay and tell him well _________ our best to
resolve the problem as soon as possible.
4. Make or do? Arrange the following words in two columns.

Make
a suggestion
a complaint
__________________
a decision
the typing
__________________
business
a speech
__________________
nothing
a job
__________________
an exam
your best
__________________
research
a sound
__________________
a mistake
a trip
__________________
damage
a loss
__________________
Do
________________
________________
________________
________________
________________
________________
________________
________________
5. Complete the following sentences using an appropriate form of make or do and

one of the nouns in exercise 4.
1. Price is not the only thing customers consider when ____________ a _________ about which
product to buy.
2. Since the early 90s, many manufacturers _____________ _______________ into the
development of environmentally safe products.
3. Many retailers are breaking the law by ______________ ______________ on Sunday.
4. A _____________ _______________ ________________ by a customer about the poor
quality of some frozen foods on sale in our stores.
5. We ______________ a _______________ last year of nearly $10,000.
6. Complete the following sentences using an appropriate form of make or do.

1. Store managers _______ decisions about which products to give and which ones
___________ away with.
2. We ____________ arrangements with a store designer ____________ up our window
displays.
3. Last year we _________ well, despite the recession.
4. We ____________ a mistake by assuming that our products would sell well abroad.
5. Im in charge of inventory and stock management. Who ___________ that job in your store?
6. We have met many suppliers, but we ____________ up our minds yet about which ones to
work with.
74
7. We promise ____________ our best to have that item for you by the end of the week.
8. Although that company has almost the same name as ours, we have nothing ________ with
them.
9. Your should _________ certain that the customers are always satisfied.
10. In many cases, it ___________ sense to stock original products that cannot be found easily
in other shops.
PREFIXES AND SUFFIXES SUFFIXES

A. Common noun suffixes
-er / / is used for the person who does an activity, e.g. writer, painter, worker,
shopper, teacher.
You can use er with a wide range of verbs to make them into nouns.
Sometimes the er suffix is written as or (it is /). E.g. still pronounced as / sailor,
operator, supervisor, actor.
-er/-or are also used for things which do a particular job, e.g. pencil-sharpener, bottleopener, grater, projector.
-er/-ee (pronounced /i:/) can contrast with each other meaning person who does
something (-er) and person who receives or experiences the action (-ee)
employer/employee sender/addressee
payee (e.g. of a cheque)
-(t)ion / -sion / -ion are used to form nouns from verbs, e.g.
complication pollution reduction alteration donation promotion
admission
-ist (a person) and ism (an activity or ideology) : used for peoples politics, beliefs and
ideologies, and sometimes their profession. E.g.
Buddhism
journalism
Marxis t
typist
B. Adjective suffixes
-able / -ible with verbs means can be done
drinkable
washable
readable
forgivable
physcist
terrorist
edible (can be eaten) flexible
C. Verb suffixes
-ise/- ize form verbs from adjectives, e.g. modernise, commercialise, industrialise
OTHER SUFFIXES
NOUNS
ABSTRACT NOUNS
-ment
-ity
-al
-hood
-ship
excitement
flexibility
refusal brotherhood
friendship
enjoyment
productivity
arrival motherhood
partnership
75
replacement
scarcity
childhood
membership
adjustment
complexity
neighbourhood ownership
improvement curiosity
(wo)manhood
relationship
retirement
generosity
adulthood
companionship
investment
sensitivity
apprenticeship
ADJECTIVES
VERBS
-ive
-al
-ous
-ful
-less
-ify
passive
brutal
delicious
forgetful
useless
beautify
productive
legal
outrageous
hopeful
hopeless
purify
furious
useful
harmless
terrify
active
The following words have been turned into nouns by using different suffixes:
Adjectives
nouns
- ness
shortness
sleepiness
foolishness
smoothness
weakness
fullness
calmness
kindness
sadness
expensiveness
willingness
narrowness
carelessness
roughness
awareness
hardness
deepness (depth)
brightness
cleanliness / cleanness
similarity
infinity
ability
capability
formality
singularity
simplicity
flexibility
unity
availability
- ity
popularity
clarity
creativity
regularity
confidentiality
responsibility
probability
possibility
nationality
76
Verbs
nouns
-ment
development
fulfilment
resentment
commitment
acknowledgement
arrangement
investment
confinement
discouragement
contentment
amazement
embankment
postponement
disagreement
agreement
assessment
management
concealment
imprisonment
government
requirement
refinement
improvement
confirmation
resignation
embarkation
presentation
cancellation
revelation
determination
organisation
frustration
evaluation
classification
duplication
education
separation
connection
selection
prediction
revolution
invention
definition
preparation
-(a)tion
information
creation
combination
limitation
situation
location
termination
PREFIXES
A. Prefixes are often used to give adjectives a negative or an opposite meaning. For
example,
comfortable / uncomfortable, convenient / inconvenient and similar / dissimilar.
Other examples are unjust, inedible, disloyal. Unfortunately, there is no easy way of
knowing which prefix any adjective will use to form its opposite.
In- becomes im- before a root beginning with m or p, e.g. immature, impatient,
impartial, improbable.
In- becomes ir- before a word beginning with r, e.g. irreplaceable, irreversible.
In- becomes il- before a word beginning with l, e.g. illegal, illegible, illiterate.
The prefix in- ( and its variations) does not always have a negative meaning often it
gives the idea of inside or into, e.g. internal, import, insert, income.
B. The prefixes un and dis can also form the opposites of verbs, e.g. tie / untie,
appear/ disappear.
Here are more examples:
-un
-dis
unbend
disagree
undo
disapprove
undress
disbelieve
77
unfold
disconnect
unload
discredit
unlock
dislike
unveil
dismount
unwrap
disprove
unzip
disqualify
C. Here are some examples of other prefixes in English. Some of these words are used
with a hyphen.
prefix
meaning
examples
anti
against
anti-war
antisocial antibiotic
auto
of or by oneself
autograph auto-pilot
autobiography
bi
two, twice
bicycle bilateral biannual

bilingual
ex
former
ex-wife ex-smoker ex-boss
ex
out of
extract
micro
small
microwave
mis
badly/wrongly
misunderstand mistranslate
misinform
mono
one/single
monotonous monologue
monogamous
multi
many
multi-national multi-purpose m
media
over
too much
overdo overtired oversleep

overeat
post
after
postwar postgraduate postimpressionist
pre
before
preconceived pre-war pre-judg
pro
in favour of
pro-government pro-revolution
pseudo
false
pseudo-scientific pseudo-
exhale
78
excommun
microscopic
intellectual
re
again or back
retype reread
semi
half
semicircular semi-final semidetached
sub
under
subway submarine subdivis
under
nor enough
underworked underused
undercooked
PRACTICE:
PREFIXES
1. Complete these columns by forming the negatives of each of the words in this
list.
accurate
convenient
formal
payment
profit-making
sufficient
used
agree capable
desirable
employed
fortunately
honest
readable
satisfied
certain
connect
experienced
foreseen
known
stop
valid
un-
dis-
in-
uncertain
disagree
inaccurate
non-
79
replace rewi
2. Add prefixes to the words in these list to form words with the opposite meaning.
Circle the words that have a different prefix from the others.
Example:
improbable, imperfect,
_________ legal,
_________ reliable,
_________ moral,
_________ certain,
_________ polite,
_________ organized,
irresponsible
likely,
relevant,
practical,
fair,
convenient,
honest,
immature
logical,
legible
regular,
rational
profitable, possible
justified,
accurate
formal,
dependent
similar,
efficient
3. Now use the words you have circled in exercise 2 to complete these sentences.
North Africa is the only ______________ division in the group. It lost $1.5m
last year.
It was rather ____________________ of him to ask us to leave like that.
Sandra is very busy. Shes ________________ to have time to see us this week.
Its a very ______________ way of working. Were wasting both time and
money.
These statistics are hopelessly _________________. Ive found four mistakes

already.
As cars get older they become more and more _____________________.
4. Match the prefixes with the groups of adjectives.

disuna __________
b __________
c __________
d __________
e __________
f __________
il-
im-
possible
honest
popular
legible
complete
regular
in-
probable
similar
economical
legal
expensive
relevant
ir-
precise
organised
manageable
logical
efficient
responsible
5. Add prefixes to the following adjectives.

a
likely
e
literate
proportionate
i
resistible
helpful
b
f
respectful
frequent
liberal
c
g
polite
lawful
k
d
h
mature
rational
80
SUFFIXES
Look at the way these nouns are formed.
noun
stem
assessment
suffix
assess (verb)
effectiveness
+ ment
effective (adjective)
+ ness
regularity
regular (adjective)
+ ity
administration
administer (verb)
+ ation
1. Put the words into the correct columns in the table. In which ones does the stress
change?
confidential
organise
disagree
-ment
willing
similar
careless
-ness
prepare
present
popular
require
invest
aware
-ity
-ation
81
GLOSSARY OF
FINANCIAL
TERMS IN
ENGLISH
82
INVESTMENT - STOCK MARKET

Vocabulary
Bid
The price a buyer is willing to offer for shares in a company.
Blue Chip Stocks
Stocks of leading companies with a reputation for stable growth and

earnings.
Bond
Certificate issued by companies and governments to its lenders.
Capital
Money and other property of companies used in transacting the business.
Capital stock
All shares representing ownership of a company.
Commodities
Products such as agricultural products and natural resources (wood, oil and
metals) that are traded on a separate, authorized commodities exchange.
Dividend
A portion of a company's earnings which is paid to the shareholders/stockholders
Equity
The value of stocks and shares; the net value of mortgaged property.
Equities
Stocks and shares which represent a portion of the capital of a company.
Futures
Contracts to buy or sell securities at a future date.
IPO
Initial Public Offering - selling part of a company on the stock market.
Issue
Put into circulation a number of a company's shares for sale.
Liabilities
The debts and obligations of a company or an individual.
Mortgage
Mutual fund
Portfolio
Securities
Share
Stockbroker
on a quarterly or annual basis.
Agreement by which a bank or building society lends money for the

purchase of property, such as a house or apartment. The property is the
security for the loan.
Savings fund that uses cash from a pool of savers to buy securities such as
stock, bonds and real estate.
Various types of securities held by an individual or institution.
Transferable certificates showing ownership of stock, bonds, shares,
options, etc.
The capital of a company is divided into shares which entitle the owner, or
shareholder, to a proportion of the profits.
A licensed professional who buys and sells stocks and shares for clients
in exchange for a fee, called a 'commission'.
Stockholder
Person who owns stocks and shares.
Stock
Shares (portion of the capital of a business company) held by an investor.
Trading session
Period during which the Stock Exchange is open for trading.
Venture capital
Money raised by companies to finance new ventures in exchange for

percentage ownership.
Yield
Return on investment shown as a percentage.
83
MONEY & FINANCE

Vocabulary
A.T.M.
Automated Teller Machine; cash dispenser
Banknote
Piece of paper money
Borrow
Obtain money which must be returned
Broke (to be)
To have no money
Budget
Amount of money available or needed for a specific use
Cash
Coins or bank notes (not cheques); actual money paid, not credit
Cash dispenser
Automatic machine from which a bank customer may withdraw money
Cashier
A person dealing with cash transactions in a bank, shop, etc.
Cheque/check
Written order to a bank to pay the stated amount from one's account
Coin
A piece of metal used as money
Currency
The money used in a country
Debt
Money owed by one person to another
Deposit
Sum payable as a first instalment on a purchase; money placed in an account in

a bank
Donate
Give money especially to charity; make a donation
Exchange rate
The rate at which one currency can be exchanged for another
Fee
Payment made to a professional person (doctor, lawyer, etc.)
Interest
Money paid for borrowing or investing money
Invest
To put money into business, property, etc. in order to earn interest or profit
Legal tender
Currency that cannot legally be refused as payment
Lend
Give or allow the use of money which must be returned with interest
Loan
Sum of money to be returned with interest
Owe
To be in debt to somebody; to owe money to somebody
Petty cash
Small amount of cash available for everyday expenses
Receipt
Written statement that money has been paid
Refund
Pay back money received; reimburse
Tip
Small sum of money given to a waiter, taxi driver, etc.
Withdraw
Take money from a bank account
84
TERMS IN ENGLISH
INVESTMENT - STOCK MARKET

Vocabulary
Bid
The price a buyer is willing to offer for shares in a company.
Blue Chip Stocks
Stocks of leading companies with a reputation for stable growth and

earnings.
Bond
Certificate issued by companies and governments to its lenders.
Capital
Money and other property of companies used in transacting the business.
Capital stock
All shares representing ownership of a company.
Commodities
Products such as agricultural products and natural resources (wood, oil and
metals) that are traded on a separate, authorized commodities exchange.
Dividend
A portion of a company's earnings which is paid to the shareholders/stockholders
Equity
The value of stocks and shares; the net value of mortgaged property.
Equities
Stocks and shares which represent a portion of the capital of a company.
Futures
Contracts to buy or sell securities at a future date.
IPO
Initial Public Offering - selling part of a company on the stock market.
Issue
Put into circulation a number of a company's shares for sale.
Liabilities
The debts and obligations of a company or an individual.
Mortgage
Mutual fund
Portfolio
Securities
Share
Stockbroker
on a quarterly or annual basis.
Agreement by which a bank or building society lends money for the

purchase of property, such as a house or apartment. The property is the
security for the loan.
Savings fund that uses cash from a pool of savers to buy securities such as
stock, bonds and real estate.
Various types of securities held by an individual or institution.
Transferable certificates showing ownership of stock, bonds, shares,
options, etc.
The capital of a company is divided into shares which entitle the owner, or
shareholder, to a proportion of the profits.
A licensed professional who buys and sells stocks and shares for clients
in exchange for a fee, called a 'commission'.
Stockholder
Person who owns stocks and shares.
Stock
Shares (portion of the capital of a business company) held by an investor.
Trading session
Period during which the Stock Exchange is open for trading.
Venture capital
Money raised by companies to finance new ventures in exchange for

percentage ownership.
Yield
Return on investment shown as a percentage.
85
86

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ENGLISH FOR

MANAGEMENT ASSITANCE AND

SOCIALISING: INTRODUCTIONS AND GREETINGS

How do you do?

And you too, its been ages!

INTRODUCTIONS AND GREETINGS

5. Jose Mara Molinero is introducing Sanne Heitnik to some of his

So, did you have any problems finding us?

1.4. Listen to the conversation and check your answers.

1.5. Listen to the conversation and check your answers.

REVIEW: INTRODUCTIONS AND GREETINGS

.its good to see you again, too.

How do you do.

Er, excuse me. ___________________________________________

5. Jos Mara Molinero is meeting a visitor. Listen to the conversation and

UNIT 1: THE COMPANY

The company is headed by the Managing Director.

B Form and uses

The Company is headed by the MD

The Sales Director is assisted by a Sales Assistant. Sales Team

Rossomon France (51%)

Rossomon Germany (70%)

KAF Inc. is a building materials manufacturing company in Detroit. KAF

Exercise 2: Listen to the dialogue and complete the organization

Exercise 3: Listen to the dialogue again and complete the

NORTH SOUTH WEST

There may be occasions when you have to talk about

The physical surroundings of most modern places of

Companies and corporations

The atmosphere of the workplace can influence the

1. What are the different varieties of companies?

Asking people to do things

Asking for permission to do things.

OFFERING HELP AND INVITING

Thank you. Id like that. Id love to, but...

8. We can invite someone to do something themselves by saying please or do.

Would you mind if I went to the bank?

a. Do you want to go to the bank?

(I = informal. All other forms = neutral)

Can you . (give me a hand)? (I)

No, of course not.

Im afraid not. (I have to go now).

Would you like (a lift)?

some information on.(hotels).

Right. Ive got that.

Sorry. Thats not correct. It should be

REQUESTS AND OFFERS. EXCHANGING INFORMATION

a colleague to translate a letter for you.

ORAL PRACTICE: Practice the following situations with your colleagues.

500 pens and 300 pencils, all with company logo

5. Rewrite the indirect questions as direct questions.

1. Are there any seats available on that

2. 6.9. Listen and correct the

1. __________________________________ ? Its opposite mine.

Natalie Baudoin Patagonia Gmbh

I work in a small hotel in Amsterdam. I ________ 8 an hour. (earn / paid)

VIDEO MARKET LEADER IN CAMERA PART 1

2. What skills do candidates for this job need?

At least 5 years experience in sales

Name: Steve Morgan

Advanced IT skills and interest in

2. Are the following statements True or False?

Steve went straight from university to his first job.