04.pre Intermediate A

BOOKLET
Pre Intermediate A
“ A new concept in effective

communication
“
www.selexidiomas.com
TABLE OF CONTENTS
Introducing yourself and your

1 company
2 What am I doing here?
3 A company history
4 Time and Stress
5 Accommodation
6 Entrepreneurs
7 Correspondence
8 Effective telephoning
9 Appendix - Irregular Verbs

Unit 1
INTRODUCING YOURSELF AND YOUR
COMPANY
Skills:
• Asking for personal information
• Introducing yourself
• Networking
Vocabulary:
• Training course
Reading:
• You’re hired (The Economist Reports)
Listening:
• First session in a communication training course.
Grammar:
• Present simple
• Articles
Vocabulary
The training course
1. Do you ever go on training courses?
2. What kind of courses have you attended? Do you think they are useful?.
Match the words(a-j) to their definitions (1-10)
a online services
b quality control
c retail chain
d HR department
e campaign
f financial director
g sales and promotion
h management training
i market research
j recruitment
1 information and methods of communication that you access on the Internet

2 part of a company that is responsible for employing and training people and
caring for workers with problems
3 a concentrated effort to promote a product
4 checks to make sure products and services are of a high standard
5 finding out what people think about products and service
6 the department of a company that sells and advertises its products or
services
7 a group of businesses that all belong to the same person or company

8 the process of finding people to join a company
9 courses that teach the skills needed to lead people
10 person responsible for controlling costs and the company’s budget
Listening comprehension
Communication Training Course
File : 04. Pre Intermediate A 1.01
Listen to the start of the first session in a communication training

course and complete the chart below:
From Job Lives in
Jan Werner Norway
Regional director of
Silvia Fortuni
marketing
Jean-Christophe
Marchal
Listen one more time and check if the sentences are true or false:
( ) Mariah Wilson is the main tutor of the course.

( ) The headquarters of Jan's company are based in London.
( ) Silvia's company manufactures and sells clothes in Europe.
( ) JC is in charge of a small team in Paris, France.
( ) Silvia works for Metronet Fiber.
Now it's your turn!

Pretend you're taking part in
this training course and
introduce yourself to your

colleagues.
Reading comprehension
The Economist Reports - You’re hired!
Firms can give customers more control – and save money, too.
Meet your airline’s latest employee: you. You may not have noticed, but you
are also now working for your phone company and your bank. Why?
Because of the growth of the self-service economy in which companies are
making the customers do the work. Self-service can have benefits both for
companies and customers. It is already changing business practices in many
industries, and seems likely to become even more widespread in future.
The idea is not new, of course. Self-service has been around for decades,
ever since Clarence Saunders, an American entrepreneur, opened the first
Piggly Wiggly supermarket in 1916 in Memphis, Tennessee. The idea is
simple. Shoppers enter the store, help themselves to whatever they need
and then carry their purchases to the check-out counter to pay for them.
Previously, store clerks were responsible for getting items off the shelves,
but with the arrival of the supermarket, the shoppers took on that job
themselves.
Then came laundromats, cafeterias and self-service car washes, all of which
were variations on the same theme. But now, with the rise of the web,
companies are taking self-service to new levels. Millions of people now
manage their finances, track packages and buy cinema and theatre tickets
white sitting in front of their computers. They plan their own travel
itineraries and make their own hotel and airline booking: later, at the
airport, they may even check themselves in. And they do all of this with
mouse in hand and no human employees in sight.
Self-service systems can save companies money and make customer happy.
This suggests that they could transform the service economy in much the
same way that mass production transformed manufacturing by allowing

services to be delivered at low cost in large volumes. Though it may take
five years before most transactions are conducted via self-service, we are
definitely moving in that direction. So, you never know who you might be
working for next.
The Economist Reports - You’re hired!
Read the article and choose the correct answer (a-c)
1. The writer thinks that self-service is a good idea for

a) companies not customers
b) customers not companies
c) both customers and companies
2. The first supermarket was set up

a) before 1920
b) in the 1950s
c) after 1975
3. The store clerk’s main job was to

a) check items on the shelves
b) give customers the goods they wanted
c) open the supermarket
4. Modern self-service is increasing because people

a) don’t want to work with employees
b) are using cafeterias and Laundromats
c) are using the internet a lot
5. Mass production changed

a) the retail industry
b) the service economy
c) the manufacturing industries
Grammar practice
Present Simple
INTERACTIVE RULES:
https://youtu.be/NClfNsqcb60
It is used to talk about facts and things that are generally true.
E.g.:It rains.
It is also used to talk about regular actions and habits.

E.g.:We have a skiing holiday every winter.
To talk about scheduled events in a near future.

E.g.: The train leaves at 5 pm.
FORMATION:
AFFIRMATIVE NEGATIVE INTERROGATIVE
I I I
YOU YOU YOU
THEY play tennis THEY do not play tennis Do THEY play tennis?
WE WE (don’t) WE
HE HE HE
SHE *plays tennis SHE does not play tennis Does SHE play tennis?
IT IT (doesn’t) IT
*verb ending:
-sh
-ch + es
-x
Example:
watch=watches
-y =ies
Example: study=studies
Grammar practice
Present Simple
A. Add s / es / ies to the following verbs:
1. do ____________ 8. worry ____________

2. study ____________ 9. play ____________
3. teach ____________ 10. grow ____________
4. say ____________ 11. watch ____________
5. cry ____________ 12. miss ____________
6. dance ____________ 13. hurry ____________
7. fix ____________ 14. stop ____________
B. Circle the correct answer :
1. I plays / play tennis every afternoon.

2. My parents live / lives in Ramat-Gan.
3. Tom listens / listen to the radio in the morning.
4. We eat / eats eggs for breakfast every morning.
5. My dog barks / bark at night.
6. Mrs. Gold sweep / sweeps the stairs once a week.
7. My brother never watches / watch television.
8. My family go / goes to the beach together in the summer.
9. I often eat / eats dinner at my grandmother’s house.
10. Sharon do / does her homework regularly.
C. Fill in the correct form of the verb in Present Simple:
1. Fish (not fly) ____________. They (swim) ____________

2. The sun (not rise) ___________ in the west. It (set)____ down in the
west.
3. A spider (not have) ____________ wings. A bird (have) _____ wings.
4. Cats (not bark) ____________. Dogs (do) ____________.

5. Natalie usually (not sit) _______ in the sun. She rarely (go) _____ to the
beach.
Grammar practice
Articles
Use of Articles
A/ An - The - no article
The - a/an
A) The (definite article) is used to refer to specific or particular nouns.
B) A /An (indefinite article) is used to modify non-specific or non-particular

nouns.
For example:
"Let´s read the book" I mean a specific book.

"Let´s read a book" I mean any book rather than a specific book.
Here´s another way to explain it:
"The" is used to refer to a specific or particular member of a group.

"A/An"; is used to refer to a non-specific or non-particular member of the
group.
For example: "I would like to go see a movie".

Here, we´re not talking about a specific movie. We´re talking

about any movie. There are many movies, and I don´t have a specific one
in mind.
Grammar practice
Articles
Complete the sentences with a, an, the or no article.
1. Bridget Jones: The Edge of Reason is a romantic comedy.

2. Pirates of the Caribbean is _________ action film.
3. Do you like _________ science fiction films?
4. I like ________ thrillers because they’re exciting.
5. The Incredibles is _________ animation film. It’s great!
6. Frankenstein is ___________ horror film.
Correct the mistakes in the following sentences.
e.g. Look at this picture. Do you like a dress she is wearing? the dress
1. I don’t really enjoy watching a documentaries. _________________

2. But I did enjoy all documentaries I watched last night.______________
3. He works for radio station. _________________
4. My brother’s the journalist. He works for big newspaper. ____________
5. I heard a good programme on radio last night. __________________
Multiple choice:
1. I only want ....... little sugar in my tea, please.

a) a b) the c) an d) no article
2. In ....... end we decided not to go to the cinema but to watch television.

3. It is important sometimes to stop and look around you at all the

wonderful things in....... nature .
4. It is .......funniest book that I have ever read.

5. I want to go to the cinema to see a film about .......France and the

French.
Unit 2
WHAT AM I DOING HERE?
Skills:
• Talking about activities and roles in the company
Vocabulary:
• Company Activities
• Jobs, departments and duties
• Business expressions and their meaning
Listening:
• Job Activities
• Figures
• Email communication
Speaking:
• Practical questions
Writing:
• Replying an email
Grammar:
• Present Continuous
• Adverbs and Time expressions
Job activities
File : 0.4 Pre Intermediate A. 1_Int.
Listen to four people explaining their job activities.

Match the jobs, companies and main activities with the person.
Name Job Company Main Activity
( ) Paper ( ) Manages IT
1. Olaf ( ) Lawyer
manufacturer systems
2. Rania ( ) Accountant ( ) Finance house ( ) Meets clients
( ) Deals with
( ) Mobile phone
3. Da the ( ) Project manager payment
company
( ) Check
4. Jaana ( ) Sys developer ( ) Travel company
contracts
Vocabulary
Company activities
What do these companies do? Make sentences about them

choosing a word / phrase from each column. You must use all the
words.
e.g. Lloyd’s of London provides insurance services.
Lloyd’s of London Provides Insurance services
newspapers and
3M manufactures
magazines
BMW publishes pharmaceutical products
The News Corporation sells banking services
FedEx supplies oil refineries
Taiwan Power provides cars
Novartis Ltd transports innovative products
sports footwear and

Crédit Lyonnais produces
accessories
colourful sweaters and
Benetton operates
other clothes
Shell makes electricity
Reebok develops packages and letters

Vocabulary
Company activities
Match the following words with the correct definition:
Word / Expression Definition

a. to afford 1. to give a prize
b. to award 2. a reservation
c. a budget 3. to think of as many ideas as possible
d. to brainstorm 4. correct and exact
5. an amount of money you plan to spend

e. bookkeeping
for a special purpose
6. keeping records of the money that a

f. a booking
business spends and receives
7. to have enough money to pay for

g. accurate
something
Describing your job
I work for (IBM/a pharmaceutical company). USEFUL

VOCABULARY
I work in (a bank/an office/London)
My job involves…
My role is to…
I’m head of(marketing)/in the (marketing) department.
I am responsible for(accounts).
I have (five) years of experience in (sales).

I’m based in…
Our headquarters are in…
Vocabulary
Company activities
Write questions for these answers using the prompts.

e.g. Innocent Drinks. (What /name?) What is the company’s name?
a. Fruit-based smoothies and fruit juices.(What/main products?)

____________________________________________________________
b. Ten per cent of its profits. (How much/give/charity?)
____________________________________________________________
c. Over 10,000 retailers in 13 countries.(Who/sell to?)
____________________________________________________________
d. The combination of ethics and clever marketing (What/recipe/success?)
____________________________________________________________
Complete the questions. Then, with a partner, take turns to ask and
answer them.
▪ What’s _____________ job?

▪ Where _____________ you _____________?
▪ Who _____________ you _____________ for?
▪ _____________ are _____________ based?
▪ Where _____________ you come _____________?
▪ What _____________ your _____________ do?
▪ Would _____________ like _____________ to eat?
▪ _____________ you _____________ to _____________ the phone?
▪ _____________ is _____________ reception area?
▪ Where _____________ the toilets?
▪ _____________ there _____________ bank _____________ here?
▪ _____________ time _____________ the bank close?
▪ _____________ there _____________ taxis?

▪ Do ____________ know ____________ good restaurants near the hotel?
▪ Can I _____________ your pen, _____________?
▪ Could _____________ have your telephone _____________?
▪ Sorry, _____________ you _____________ that?
Speaking practice
Practical questions
•What’s your job?
•Where are you from?
•Who do you work for?
•Where are you based?
•Where do you come from?
•What does your company do?
•Where is the reception area?
•Where are the toilets?
•Is there a bank near here?
•What time does the bank close?
•Are there any taxis?
•Do you know any good restaurants near the hotel?
•Could I have your telephone number?

Figures
File : 04. Pre Intermediate A 1.02
Listen to an extract from a radio programme. The speaker is

talking about a company. Number the figures in the order you hear
them.
_____ 100 %
_____ 30 million
_____ 250,000
_____ 60 million
__8__ 10 %
_____ 10,000
__1__ 500
_____ 58 %
Listen again and complete the details in the company profile.
Name of company:
Innocent
Founders:
Richard Reed and friends
Established in:
(a) 19 ____________________
Main product:
(b) __________________ (fruit-based drinks)
Main market:
Europe, in (c)__________________ countries
Operations:
As a(d)___________________ of Coca-Cola
Brand image:
Promoted through website and (e) _______________________
Location:
Headquarters in (f) _______________________
Company ethics:
Gives(g) _______________________of profits to charity
Vocabulary
Company Departments
Answer the questions

about offices.
• Is this office similar to your office?
• Do you like this type of offices?
• What are the pros/ cons of
working in these type of offices?
Using the words in brackets, write a short sentence saying what

each department does in the appropriate area of the chart.
recruitment – logistics- security - personnel - market

research - purchasing
HUMAN RESOURCES FINANCE

e.g. (hire) - The recruitment
department hires new employees.
1 (employees’ records/problems) 2 (raw materials/suppliers)

____________________________ _________________________
OPERATIONS SALES
3 (transport/distribution) 4 (potential customers)
__________________________ ___________________________
SUPPORT SERVICES
5 (loss/theft)
_________________________
Vocabulary
Roles and activities
Match the words (1-5) with the meanings (a-e)
1- Founder a- To start a company or organization
2- Set up b- One of a number of people who own a

business together
3- Team c- To be responsible for
4- Partner d- A group of people who work together

to do a job
5- Run (a business) e- Someone who starts a company or

organization
Email communication
File : 04. Pre Intermediate A. 2_Int
Anna Davidson, a training manager and expert in business

communication, talks about a virtual team: international teams which
communicate mainly by email. Listen to the first part of the audio.
What are the advantages and disadvantages of using email to communicate

with colleagues in other countries?
Which of the following are most important when writing to a colleague in

another country? Discuss your ideas with a partner.
• Tell your colleague about yourself
• Only write about work
• Keep your message very short
• If there is a problem, explain it carefully
• Use polite phrases
Now listen to the second part of Anna Davidson’s talk. Tick the points
above which she recommends.
Writing practice
Replying an email
You are working on a new project with a colleague from another

branch of your company. Read the email from your colleague and
write a reply (30-40 words) to introduce yourself. You can write
about yourself or create information.
Thank her for the email.

Say what your job title is hand what you do.
Say what you are doing at the moment.
End the email politely.
Sample:
Hi
My name is Cheung Lo and I’m looking forward to working with you on the
project. I’m the project coordinator and work in the Marketing department in
the Hong Kong branch.
At the moment I’m taking extra English lessons to help with our work!
Best wishes
Cheung
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Grammar practice
Present continuous
It is used to describe an action happening at the moment of speaking.

E.g.: We’re having an English lesson at the moment.
To describe a changing situation.

E.g.:The weather in the UK is definitely getting hotter.
To talk about a planned event.

E.g.: I´m visiting my grandparents this weekend.
AFFIRMATIVE NEGATIVE INTERROGATIVE

I am playing tennis I am not playing tennis Am I playing tennis?
HE HE HE
SHE is playing tennis SHE is not playing tennis Is SHE playing tennis?
IT IT (isn’t) IT
YOU YOU YOU

WE are playing tennis WE are not playing tennis Are WE playing tennis?
THEY THEY (aren’t) THEY
STATE AND DYNAMIC VERBS
Some verbs describe states (state verbs) such as feelings and

situations, e.g. be, want, believe, know, understand, like. These verbs
don’t usually have a continuous form.
I want a drink.
I'm wanting a drink.

Some verbs can be state or action verbs, e.g. think.
I think this city is beautiful. (=this is my opinion)

I’m thinking about what to wear. (=deciding)
Grammar practice
Adverbs and Time expressions
We often use adverbs of frequency with the present simple, e.g. always,
often, sometimes, never. The adverb comes after the verb be, but before
other verbs.
• It’s never really hot in Scotland.

• It doesn’t often snow in London.
We can also use time expressions with the present simple, e.g. every day,
once a week, every year. We usually put these at the end of the sentence.
• The news is on BBC at 6.00 every evening.
We often use time expressions with the present continuous, e.g. now,
today, currently, these days.
• We’re staying at a friend’s house at the moment.
PRACTICE
Complete the sentences.
Example: Bill .................. today. (work) Bill is working today.
1. Look. She ..................................................... us. (watch)

2. We ....................................... in Paris this week. (stay)
3. My sister is not here. She .................................. the shopping. (do)
4. Please, stop! You ............................. so loudly! (sing)

5. It's 9 o'clock and I ................................. a book. (read)
6. Where is Sam? - He .............................. his car. (mend)
Grammar practice
Present tenses
Look at the answers. Then write the questions from these prompts in
the present simple or present continuous.
1. live / city / or / countryside?

____________________________ I live in a big city.
2. interested in / sports?
_____________________________Yes, I’m very interested in tennis.
3. work hard / at the moment?

____________________________ Yes, I am, but I always work hard!
4. when / usually / relax?

____________________________ I usually relax at the weekend.
5. the weather / good / summer / your country?

____________________________Yes, it is, but it rains a lot in winter.
6. rain / at the moment?

____________________________ No, it’s sunny at the moment!
Choose the correct form.
1. The weather in the UK __________these days.

a)changes
b) is changing
2. Summers____________ hotter all the time.
a)get
b)are getting
3. We sometimes _____________‘mini-droughts’ in summer.
a)have
b)are having
4. This ___________problems every year.

a)causes
b)is causing
5. We can’t water our gardens so a lot of the plants____________.
a)die
b)are dying
Unit 3
A COMPANY HISTORY
Skills:
• Describing past events
Reading:
• Consumers using their credit cards again
Listening:
• The history of Coca Cola (invented by John Pemberton)
Speaking:
• Answering personal questions
Writing:
• What was your last purchase?
Grammar:
• Past Simple
• Past Continuous
Listening Comprehension
The history of Coca Cola
Watch the following video and complete the activity:

https://youtu.be/NNYeZHTyVHE
1-Coca Cola was invented…..

a-A hundred years ago
b-Over a hundred and fifty years ago
d-About a hundred twenty years ago
2-In 1986 its maker….

a-Used secret ingredients to create Coca Cola
b-Bought ingredients in a pharmacy
c-Produced Coca Cola and sold the drink in a pharmacy
3-Frank Robinson was:

a-John Pemberton’s friend and maker of Coca Cola logo
b- John Pemberton’s accountant
c- John Pemberton’s temporary accountant
4-Doctor Pemberton…
a-Predicted Coca Cola’s success
b-Never expected the incredible future of his creation
c-Expected Coca Cola to become a huge success
5-In 1888 Doctor Pemberton…

a-Sold the formula to his accountant
b-Sold the formula to a famous company
c-Sold the formula to a businessman
6-The main reason why Coca Cola became famous was….

a-its taste
b-lack of competition
c-marketing
7-In 1916……
a-they manufactured Coca Cola contour bottle
b-they created Coca Cola contour bottle

c-they introduced Coca Cola contour bottle
8-Coca Cola formula is…..

a-still a secret
b-almost a secret
c-a secret that only competitors know
Consumers using their credit cards again
Consumers went back to using their credit cards in March to keep

spending while student and new-car loans increased at an incredible
value since late 2001, data from the Federal Reserve showed on
Monday.
Total consumer credit grew by $21.36 billion - more than twice the
$9.8 billion rise that Wall Street economists surveyed. That followed a
revised $9.27 billion increase in outstanding credit in February.
"The optimistic view is that the economy and employment prospects

led them to feel comfortable spending on credit. Others think that
credit is needed for consumers to keep up," Nomura Global Economics
said in a note afterward.
New-car sales and production were a key influence on the 2.2 percent
annual rate of economic growth posted during the first three months
this year. The government estimated that about half of that growth
came from increased new car production.
After reading the article, underline the past forms. What are
the present forms of these verbs?
Consumers using their credit cards again
Choose the best alternatives:

1. What does the following sentence mean?
Consumers went back to using their credit cards in March.
a- Consumers started to use their credit card before March

b- Consumers started to use their credit card in March
a- Consumers started to use their credit card before and after March
2. According to the article, the growth in consumer credit in March was

______________ economists had predicted.
a- similar to
b- different from
c- twice as much as
3. According to the article,
a- All people think that credit is needed for consumers to keep up.
b- Most people think that credit is needed because of employment.
c- Some people think that spending on credit is because of economy
and employment prospects.
4. According to the article, what played an important part in the

economic growth at the beginning of this year?
a- New-car sales and production increase.

b- The rate of economic growth.
c- New car production and sales during the first six months this year
Grammar practice
Past Simple
https://youtu.be/8m4PZJijUww
Use the past simple to talk about actions and situations that are
finished:
• David and I trained for the marathon last year.
We often say when the action happened, e.g. in (+ year/month), on

(+ day) or ar (+time):
• The first modern Olympics were in 1896.

• I watched a great documentary on Sunday.
• We arrived at two o’clock.
The past form of the verb TO BE is was or were.
• We were here last night.

• I wasn’t the school this morning.
With other verbs, we use just the main verb in affirmative past
simple statements. Regular past simple verbs add –ed to the
infinitive.
• train – trained, watch – watched
Many common verbs in the past simple are irregular (check the list
at the end of this booklet).
Use did to form negatives and questions.
• The race didn’t start on time.

• Did she win the London Marathon?
For short answers in the Past Simple, use did.
• Yes, she did. / No, she didn’t.

Time expressions
We often use time expressions with the past simple: e.g. ago, last
night (week/month/year), yesterday.
• We moved to this house two years ago.
Grammar practice
Past Simple
Complete the article using the verbs in the box in the past simple.
want start buy expand be begin give

produce
Timberland 1 _began__ in 1918. It 2________ as a small shoe company

based in Boston, Massachusetts. Nathan Swartz made boots. In 1995, he
3_________. The Abingdon Shoe Company. Later his sons worked for
the company too. Together they 4__________some of the world’s first
waterproof leather boots.
In 1973, the Timberland name was born. It started as the brand name of
the original waterproof leather boot. The boots 5_______so popular that
the company changed its name to The Timberland Company. In the
1980s, the company 6__________into international markets. Then the
company introduced adult and children’s clothing, women’s footwear,
and accessories. In the 1990s Timberland began a project that 7
_________ Timberland employees paid time off to work on local
community projects. The company 8__________to show that is was
possible for a company to do well financially and do good in the
community.
Grammar practice
Past Continuous
Use the Past Continuous to talk about actions in progress at a time in the past.
• She was living in Berlin in the 1990s.
Form the past continuous with the past form of be + the –ing form of the main
verb.
• We were travelling to Mexico.

• We weren’t travelling to the United States.
• Were you travelling by car?
• Yes, we were. / No, we weren’t.
Time expressions
We often use time expressions with the past continuous, e.g. then,
in + year (in 2005), at + time (at 9.00), at that time.
We were living in New York in 2005
Past simple vs. past continuous
Use the past simple for a finished action or series of actions in the past.
• The doorbell rang so I put down my book and answered the door.
To talk about an action in progress when another shorter action happened,

use the past continuous for the action in progress. Use the past simple for
the short action. This action can interrupt or stop the longer action.
• I was reading my book when the doorbell rang.
Notice the difference between these two sentences:

He was speaking when the phone rang. (= He was speaking. Then the
phone rang.)
He spoke when the phone rang. (= The phone rang. Then he spoke.)
Writing practice
What was your last purchase?
Write about your last purchase.
• When was the last time you bought something?

• Did you pay in cash?
• Did you use your credit card?
• Was it an online purchase?
• Where were you?
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
_____________________________________________________________
Speaking practice
Answering Personal Questions
Look at this email from a journalist who wants to write a short

profile of you for a business magazine.
Answer the questions and role play the situation with a

partner.
Hi,
We are very happy that you agreed to be interviewed for ‘Success!’, a magazine for
business people who are studying English. Here are the interview questions:
1- Where were you born?

2- What things did you like to do when you were a child?
3- Where did you study?
4- Did you enjoy it?
5- When and where did you last go on holiday?
6- Did you stay in a hotel?
7- When did you start your English course?
8- What was your first job?
Could you send your answers to me by email? Thank you very much for your help
and we are looking forward to seeing your interview in next month’s issue of the
magazine.
Regards,
Susan
Unit 4
TIME AND STRESS
Skills:
• Talking about time and stress management
Vocabulary:
• Work, routines and stress
• Synonyms
• Prefixes
Reading:
• Unsual Jobs
Listening:
• Stressful jobs
• Politeness in the workplace
• Business etiquette in other cultures
Speaking:
• Working under pressure
Grammar:
• Relative pronouns
Speaking practice
Do you work well under pressure?
Watch the video and answer the following questions:

https://youtu.be/7_ZLRh19I4M
• What does the advert suggest?
• In your opinion, which of these factors produce the most stress? Add
your own ideas.
a-Being promoted
b-Being responsible
c-Dealing with big sums of money
d-Dealing with the public
e-Doing boring, repetitive tasks
f-Learning to use new technology
g-Looking after children
h-Making phone calls
i-Meeting deadlines
j-Travelling
k-Waiting for other people to do things
l-Working long hours
Stressful jobs
Files : 04. Pre Intermediate A 1.35 / 04. Pre Intermediate A 1.36
04. Pre Intermediate A 1.37 / 04. Pre Intermediate A 1.38
An interviewer for the radio programme Work Today spoke to four

people in the street about stress. Listen to the interviews and
answer the questions.
1 2 3 4
What does the

speaker do?
Does the speaker

suffer from stress?
What causes the

stress, according to
the speaker?
Does the speaker

mention any
reason?
Which?
In your opinion, what are the three most stressful jobs?

Unusual jobs
What are the advantages and disadvantages of the following

jobs?
1. Crab Catcher
If you’ve ever watched the show “Deadliest Catch” on TV, you’ll have some
idea of what these guys do as a job and will completely understand why they
get the big bucks. Catchers have to compete with the unruly seas, competition
from boats from other companies as well as a declining king crab population
and their pay check is only a healthy one if they catch their target amount.
Working with heavy machinery and susceptible to injuries like losing limbs,
crab fishing has a 75% higher fatality rate than pilots, flight engineers and
loggers, the next most hazardous occupations. If working for 3 months of the
year sounds good to you, all you have to do is avo id drowning or dying from
hypothermia.
2. Pet Psychologist
When your Rover won’t roll over or your Puss is being a wuss, you might have
to look past a pet trainer or vet and call someone who specializes in pet
behavior to solve your problems. Having studied psychology and zoology a pet
psychologist analyses the pet’s confidence and security inside and outside of
the home to find the source of an unwanted problem.
By studying the contrast of their instincts and social rituals in their natural
habitat as well as around humans, they observe and redirect the behavior that
is causing an issue. Top pet psychologists can be earning in excess of $90,000
a year!
3. Greeting Card Writer

Think about all the reasons you would need to buy a card in your
life…Birthdays, get wells, sympathy, support & encouragement, new borns,
graduations, mother’s day, father’s day, Valentine’s day, Christmas, the list
goes on and on. Greeting card companies are always encouraging writers to
submit their ideas for new cards on a regular basis; and if you are good
enough, these companies will be willing to pay you handsomely to keep you
writing for them.
A job that can easily be done from home and doesn’t require complex
contracts, writers just need to know how to express an appropriate message in
a few succinct words. It is reported that one idea can net you $150, so 2
cracking ideas for each day of the week will see you ringing in the New Year
with a $100,000 pay check.
Speaking practice
Unusual jobs
Now watch the following video about the first job (Crab catcher) and
answer the following questions:
Skanky Crabs: https://youtu.be/cBoSSQKGfAs
1. What is the problem mentioned in the video?

2. Why did it happen?
3. Were they able to solve the problem?
4. Do you think it is a stressful job?
Interview your partner about their jobs:
1. Do you have a stressful job?

2. What are its advantages
and disadvantages?
Talking about stress
• My job is very stressful…

• Too much pressure and long hours are the main factors of…
• Work-related stress can cause health problems…
I find being at home more stressful than being at work…
• I get a bit on the edge at times…

• It’s easy for companies to reduce stress…
Vocabulary
Work, routines and stress
Match the words and phrases (A-G) to definition (1-7).
A. overwork 1. money for getting better results

B. performance-related pay 2. connected to the principal reason for
positive or negative attitude
C. staff turnover 3. doing too much work
D. morale 4. people joining and leaving a company
Complete the chart with the correct form of the word
Noun Verb Adjective

Stressed/stressful
Motivation
Create
Excited/ exciting
Complete the sentences with the correct form of the word in

brackets.
A- An air traffic controller has a very __________job. (stress)

B- A ___________has to defend their clients in court. (law)
C- His work involves a lot of different___________. (responsible)
D- Our boss is always shouting at us. I don’t find it very ___________.
(motivate)
E- Too much stress is bad for the workers, and it’s also bad for the
__________. (employ)
F- Stress-related ___________is the cause of half of lost working days. (ill)
G- It’s a problem of__________ - we never know what’s happening in the

company. (communicate)
H- Nobody knows how to use the new machine – we need
urgent___________. (train)
Vocabulary
Work, routines and stress
Stress management
Do you take regular exercise? Do you think it’s important?
Work with a partner and complete the questionnaire below.
a Taking exercise is the best solution for stress. true false

b Sport is the key to a healthy and long life. true false
c People who get up early suffer from stress. true false
d People who have a sleep during the day live longer. true false
e People in their 50s need to save their energy. true false
f Brisk walks are the healthiest form of exercise. true false
Collocations - Work and routines

Complete the sentences with the pairs of words in the box.
Check + emails full-time + work get + off ratio + to

productive + day takes+ hour work + overtime
• We only _________________ half an hour_________ for lunch.

• More than four million _____________ employees ___________more
than 48 hours a week.
• I __________ an average of 6 hours ___________ a week.
• It _______________me an______________ to get to work.
• I ______________ my _______________ at least ten times a day.
• The __________ of men to women is two _________ one in my job.
• Nobody can be______________ sixteen-hours a ______________.

Politeness in the workplace
Files : 04. Pre Intermediate A. 3_Int
Janet Stubbs, a professor of communication, talks about

politeness in the workplace.
Listen to part one and complete what she says:
Politeness is about showing __________ for others.

It means thinking about other people’s ____________.
Now listen to part two and answer the questions:
1- Who are we usually polite to in a business environment? Give two

examples.
2- Why is it better if managers show respect for their workers?
Complete the extracts with words from the box. Then listen to part
two again and check.
hierarchy rules status subordinates
1-In informal situations, it is a good idea to follow standard __________

when making new contacts.
2-Politeness is often linked to __________________.
3-We are more polite to people who are above us in the organizational
_________.
What other examples of good or bad manners can you think of?
Vocabulary
Synonyms and Prefixes
Synonyms
Look at the following group of words. Which word does not

belong in each group?
1-rude, stuffy, bad-mannered, impolite
2-courtesy, politeness, etiquette, impact
3-communicate, answer, reply, respond
4-regularly, commonly, rarely, often
Prefixes:
Add the following prefixes to the adjectives below to make

words with the opposite meaning.
un- in- dis- im-
1-formal 4-polite 7-friendly 10-respectful
2-satisfied 5-practical 8-efficient 11-patient
3-honest 6-considerate 9-important 12-appropriate

Now create sentences using the new words.

Business etiquette in other cultures
File : 04. Pre Intermediate A. 4_Int
Listen to three people describing business etiquette in their cities -

Sydney, London and New York - and answer the questions.
In which city…..
1…….do people like to be formal?

2……are people very competitive?
3…….are things changing?
Listen again, make notes and complete the table
Sydney London New York

Breakfast meetings
Punctuality
Dress
Lunch
What do people
talk about outside
work?
Being polite
Match the polite phrases 1-6 with the replies a-f
1-Can introduce my colleague? a-No problem. You’re welcome

This is Jane Smith
2-I’m really sorry about my b-That would be very nice. Thank

mistake you!
3-Thanks very much for your help c-That’s all right. Don’t worry
about it.
4-Would you like to join us for d-I’m glad you enjoyed it

lunch?
5-Is it OK to smoke in here? e-Pleased to meet you.
6-Thanks for a very nice lunch f-I’m sorry. It isn’t allowed
Grammar practice
Relative pronouns
Which or that?
“Which” or “that” refer to things or ideas.
Example:
It’s the programme which/that Katie likes.
Who or that?
“Who” or “that” refer to people.
Example:
She’s the woman who/ that married my cousin.
Use relative pronouns to link pieces of information about a person or a

thing .
Marie Curier was a scientist. She discovered radium.

= Marie Curier was the scientist WHO discovered radium
The information after the relative pronoun often defines the subject.
A search engine is a programme that finds information.

A newsreader is a person who presents the news on the TV or radio
Note!
Don’t repeat the subject after a relative pronoun. The pronoun is the
subject.
Bill Gates is the man who started Microsoft.

Bill Gates is the man who he started Microsoft.
Grammar practice
Relative pronouns
Match the two parts of the sentences and write who/that or

which/ that.
1. A documentary is a programme ______

2. A producer is a person _______
3. A search engine is a computer programme ____
4. a sitcom is a comedy series __________
5. A celebrity is a person ______
6. A drama is a story about things _____
a) continues a story each week.

b) happen to ordinary people.
c) is famous for appearing on TV, e.g. a presenter.
d) makes programmes.
e) looks for information on the internet.
f) tells you facts about the world.
Correct the mistakes in these sentences.
1. That’s the woman which bought my car.

2. Richard Branson is the person who he started Virgin.
3. It’s a word who means “powerful”.
4. I bought a newspaper that it had the whole story.

5. It was on the programme what follows the news.
Unit 5
ACCOMODATION
Skills:
• Discussing hotel features
• Making comparisons
Vocabulary:
• Hotel services
• Adjectives
Reading:
• The world's best hotel
Listening:
▪ Hotels
▪ Room service
Writing:
• Room service
Grammar:
• Comparatives and superlatives
The world's best hotel
What is the best hotel you have stayed in? And the worst?
How often do you stay in hotels?
What things about hotels do you like?
Royal palace named world's best hotel

By Marnie Hunter, CNN
One of the largest private residences in the world, Umaid Bhawan

Palace in Jodhpur, India, was built between 1928 and 1943 for
Maharaja Umaid Singh.
Part of the palace is now run by Taj Group hotels and is TripAdvisor's
Travelers' Choice pick for world's best hotel. Set amid 26 acres of
lush gardens, there are 64 hotel rooms and suites within the Art Deco
palace. (…)
In addition to the global category, TripAdvisor named top Travelers's
Choice hotels in the U.S. and compiled lists around other segments
including luxury and bargain properties. Millions of reviews and
opinions collected over a one-year period are used to create each
Travelers' Choice list.
The world's top 10 hotels are all committed to service and quality,
and they have five out of five bubble ratings on TripAdvisor,
according to company spokeswoman Julie Cassetina.
"These properties are providing more than just a bed for travelers;
they've gone above and beyond to deliver a memorable experience
for their guests, which makes all the difference," Cassetina said.
Listening comprehension & Speaking practice
Hotels and services
Files : 04. Pre Intermediate A 1.27/ 04. Pre Intermediate A 1.28
Listen to the first audio and answer the questions:

• Where doe the conversation take place?
• Have you ever been in this situation? What did you do?
Now listen to the second one and answer:
• Where does the conversation take place?

• What special request does the guest make? Does he get what he
wants?
• Does the room have Internet access?
What do you expect a good hotel to provide? Tick the

features you like to have. Add your own ideas to the list.
__ widescreen television
__ bar
__ Wi-Fi connection
__ restaurant
__ convenient location
__ swimming pool
__ parking
__ fitness rooms
__ minibar
__ 24-hour room service
__ air conditioning
__ massage service
__ beautiful surroundings
__ gym
__ sauna
__ meeting rooms
Adjectives to describe hotels and services
Small Expensive Comfortable Relaxing

Luxurious Big Convenient Stylish

Cheap Claustrophobic Room service Expensive
Tall Old Large High
Room service
File: 04. Pre Intermediate A 1.29
It is ten o’clock at night. A guest calls room service to ask for

something. Complete the conversation below, then listen and
compare your answers.
Room service: Room service. My name is Johan. Can I help you?

Guest: Yes, this is room 301. (a) _______________an early morning call,
please?
Room service: Certainly, sir. What time (b) ________________the call?
Guest: At half past six.
Room service: Six thirty. No problem. (c) ______________breakfast sent
up to your room?
Guest: No, thanks. I (d) ______________ it in the dining room.
Room service: The dining room doesn’t open for breakfast until 7h30.
Guest: Oh, in that case I (e) _______________in my room. Just coffee and
a croissant.
Room service: Coffee and a croissant. (f)_____________?
Guest: No, that’s all.
Room service: Okay. (g) _____________, sir.
Guest: Thank you. Good night.
Writing practice
Room service
Write a room service menu. Give different options and prices for
meals , then write a dialogue between a guest and a room service
operator.
Room service operator:_______________________________________

Guest:_____________________________________________________
Guest:_____________________________________________________
Guest:_____________________________________________________
Guest:_____________________________________________________
Guest:_____________________________________________________

Guest:_____________________________________________________
Guest:_____________________________________________________
Vocabulary
Hotel services
Match the vocabulary and the definitions
Word Meaning
Brochures local facilities such as stores and restaurants

1 A
a machine that distributes snacks and beverages when

2 Bellboy B
you insert coins
3 Booked C bags and suitcases packed with personal belongings
4 Check-out D a fee for staying past the check-out time
5 Amenities E a staff member who helps guests with their luggage
6 Baggage F arrange to stay in a hotel
7 Book G full, no vacancies
Vending small booklets that provide information on the local

8 H
machine sites and attractions
9 Guest I go to the front desk to receive keys
10 Late charge J return the keys and pay for the bill
money a guest owes for repairs to hotel property (when

11 Housekeeping K
caused by violent or careless acts)
the place where guests go to check in and out and to

12 Check-in L
get information
Front desk,
13 M a person that is staying at the hotel
reception
14 Damage charge N staff members that clean the rooms and linen
Grammar practice
Comparatives and Superlatives
Use comparative and superlative adjectives to make comparisons between

people or things. Comparative adjectives compare one person/thing with
another.
• The Apennine Mountains in Italy are quite high. The Carpathians in

Romania are higher.
We usually make comparisons with than:
• The Carpathians are higher than the Apennines.
Superlative adjectives compare one person/thing with several other

people/things (more than two). Use the before the superlative adjective.
• The Alps are the highest mountains in Europe.
Note the different ways of forming the comparative and superlative adjectives:
Adjective Comparative Superlative
One-syllable adjectives Cheap Cheaper Cheapest

. ending in –e Strange Stranger Strangest
. ending in –y Dry Drier Driest
. ending in vowel + Flat Flatter Flattest
consonant
Most two-syllable adjectives Peaceful More peaceful Most peaceful
. ending in –y Pretty Prettier Prettiest
. ending in –ow Narrow Narrower Narrowest
. ending in –er Clever Cleverer Cleverest
Adjectives of three Popular More popular Most popular
or more syllables Mysterious More Most
mysterious mysterious
Irregular adjectives Good Better Best

Bad Worse Worst
Far Farther / Farthest/furthe
further st
Grammar practice
Less / Least
Adding –er/-est or more to an adjective makes the adjective stronger. If we

want to make the adjective weaker, we use less/least. The comparative form is
less:
• London is less beautiful than Paris. (= Paris is more beautiful than London.)
The superlative form is the least:
• Alaska is the least populated state in the United States. (=All the other
states are more populated.)
Use less and least with all adjectives; it doesn’t matter how many syllables the
adjectives has:
• The Atlantic Ocean is less calm than the Mediterranean.

• This lake is the least impressive, I think.
Grammar practice
For each sentence write a second sentence with the same meaning,
using the prompts.
1- Greenland is larger than Iceland.

Iceland (small) is smaller than Greenland.
2- This country is the cheapest one to live in.

This country (cheap) __________________________________ to live in
than the others.
3- Sumatra is less popular than Madagascar.

Madagascar (popular) ________________________________________
4- The countryside in Britain is more impressive than the cities.

The cities (impressive) _______________________________________
5- All of the other islands are wilder than this one.

This island (wild)___________________________________________
6- The other islands are more pleasant than this one.

This (pleasant)_______________________________________ island.
Unit 6
ENTREPRENEURS
Skills:
• Discussing business development
• Talking about success and motivation
Vocabulary:
• Success
Reading:
• The Economist: How to tailor pay to performance
Listening:
• New billionaire children
• What makes a successful company
Speaking:
• What makes a successful company
Grammar:
• Modals for predictions (will/ might/ may)
Speaking practice
Successful companies
Look at the pictures above. Do you think that successful companies

also have the best logos?
What does success mean to you?
-a top job
-being your own boss
-earning a lot of money
-being famous
-being good at what you do
-do what you like

-being happy
-something else
New billionaire children
Watch the following video and choose the correct answers:

https://youtu.be/ekZZZPRxWtI
1-What is the age of Thomas?

a-13
b-15
c-14
2-What is Thomas using in order to film the BBC team?

a- Video camera
b- Mobile phone
c- A pair of glasses
3-What is the name of the school presented?

a- Incubator School
b- Business School
c- IT School
4-The school intends to create entrepreneurs starting from what age?

a-13
b-15
c-11
5-What is the name of the company founded by Armand Ismael, Logan

Fischer and Teo Trademan?
a- Supply
b- Supplier
c- I-Supply
6-What is the age of the youngest CEO that ever appeared on Reality TV?
a-6
b-7
c-8
7- Continue the sentence: "kids are still kids even if they are..."
a- entrepreneurs
b-inventors
c- smart
Vocabulary
Success
Choose the correct word (a-c) to complete the text
Conrad Asher is an entrepreneur. When he was a boy he decided that he

didn’t want a job where he worked he worked 1 9am
2________5pm every day. Conrad wanted something more exciting. When he
finished college 3________1999, he worked as an events organizer
4__________two years. Then, 5_______26 August 2001, he launched his
own company to help organizations choose which sporting events to sponsor.
The company made a loss for the first few years, but 6________year, it made
a good profit. Conrad likes to start work early. He is usually at his desk
7_________ 7am: He often goes to sporting events 8_______the evenings.
9_______the weekend. Conrad plays rugby and hockey and goes to watch
football matches. I’ enjoy my free time, but I always enjoy getting back to
work 10______ Monday morning. ‘Conrad says, ‘ Sport is my work and my
life, I’m very lucky.’
Vocabulary
Success
Complete the chart
Verb Noun
1 succeed
2 failure
3 export
4 importer
5 profit
6 retailer
7 supply
8 product / producer / production
What makes a successful company?

Complete the sentences with words and phrases from the box
demand grow control market share

profit market leader
1 A successful company has to make a ____________.

2 There has to be a ___________ for your products.
3 The most successful companies __________ the market.
4 Successful companies have a bigger percentage of sales than their
competitors. They have a bigger __________.
5 A company that has the biggest sales or the best selling product in
the market is the ___________.

6 Successful companies are always finding new markets and new
opportunities to _________________.
What makes a successful company
File: 04. Pre Intermediate A. 5_Int
Listen to Jake Goldrik, CEO of a medium-size technology company,

explaining what makes a company successful and answer the
questions:
1- What can companies do to make more profit?

2- What happens if a competitor brings out a better product?
3- What does Jake mean when he says that “no company wants to stand still?
How important do you think it is in business to look ahead and think

about the future? Discuss the questions with your partner:
1- Can you name some entrepreneurs who are famous in your country?
2- Is it possible to teach someone to be an entrepreneur?

3- What kind of skills and qualities do you think entrepreneurs need?
4- Is it advantage to go to university before you start a business?
The Economist - How to tailor pay to performance
Companies frequently combine several different schemes to reward different

kinds of achievement. Eddie Bauer, a clothing retailer, used to pay people
mainly by the kind of job they did, not by how they did it. ‘People knew they
could change their pay by rewriting their job description, not by raising their
productivity.’ Says Lori Fosnes, the senior compensation manager. But now
staff fit into one of three bands; entry, intermediate or specialist. They can
win more pay by being promoted – sideways as well as upwards, as long as
they acquire new skills in the process – or by improving their personal
performance. However the company reinforces the message with something
that makes it easier to reward teamwork: with prizes for good behaviour. The
most basic is a star, about four inches across, which can be stuck on a filing
cabinet or a wall. It can be given by any ‘associate’. As Bauer people call each
other, to any other at any time, in recognition for doing something well. The
Oscar of Bauer awards is the ‘Best of Bauer’, decided by a ‘legends’ committee
and handed out at a ceremony in March. Employees who a special name tag
all year. Such schemes may sound like kindergarten. But Bauer’s human-
resources staff think they have a powerful effect because they are so much
more public than pay rises. They also point to other aspects of a job that
individuals find rewarding: does their office have a window? Do they have a
parking space? Can they work from home?
Such things can be immensely effective in rewarding good performance, and
generally cost a lot less than a pay rise.
Pay alone rarely keeps people with an employer. In the war for talent,
companies need better weapons than cash. They need to guarantee their
starts a sequence of fascinating jobs; to give them a sense of belonging; and to
tell them they are tops.
According to the article, are these statements true or false?
1- Eddie Bauer has changed the way that staff performance is rewarded.
2- In the past, the company rewarded the job you did, and not how well you
did it.
3- Now staff have to be promoted upwards to get higher wages.
4- The company rewards staff who learn new skills.
5- Any person who works at Eddie Bauer can give another employee a star.
6- If you win a ‘Best of Bauer’ award you can wear a special badge all month.
7- These schemes are more private than a pay rise.
8- Pay is not the only thing that motivates employees to stay with a
company.
Grammar practice
Modal Verbs for Predictions
May, might, could: probability in the present
Structure: modal verb + verb infinitive without ‘to’
• may be, might do, could go, etc.
We use may, could or might to say that it is possible that something

will happen in the future or is happening now:
• They may be arriving tomorrow.

• He might be away on holiday at the moment.
• He could be away on holiday.
• He might get the job.
The negative of may is may not. The negative of might is might not.
Both may not and might not mean that it is possible that something
will not happen or is not happening now
• He might not get the job.

• I may not pass the exam.
• I might not go to the match tomorrow
We don’t use could not to express probability in the present and

future.
I couldn’t go to the match tomorrow

Grammar practice
Modal Verbs for Predictions
Complete these predictions using will, won’t, may or might.
1- By the end of this century, the population of the Earth ______________.
2- Fifty years from now, computer technology _______________________.
3- Five years from now, I _______________________________________.
4- Next year, my family ________________________________________.
Correct the mistakes in the sentences:
1- I think people might to live longer in the future.

2- Doctors won’t definitely find cures for a lot of diseases.
3- People mayn’t take holidays a long way from home.
4- Families might probably get smaller.
5- Definitely I will retire when I’m 60.
6- The number of students at university will increases.
Rewrite these sentences without changing the meaning.

Use the phrases in the box.
Probably won’t might ‘ll definitely definitely won’t ‘ll probably
1- I’m 100% certain that we will find a better fuel than petrol.
We _________________________________________________.
2- I’m almost sure that we’ll get our news only from the Internet.
We _________________________________________________.
3- I’m not sure if couples will divorce more.

____________________________________________________.
4- I don’t think humans will go back to the Moon.

____________________________________________________.
5- I’m 100% certain we won’t have more leisure time!

____________________________________________________.
Unit 7
CORRESPONDENCE
Skills:
• Giving and receiving details about an order
• Complaining about errors
• Dealing with problems and offering solutions
Vocabulary:
• Business communication
Listening:
• Placing orders
Speaking:
• Talking about orders
• Badly written emails
Writing:
• Apologizing
• Correspondence
Grammar:
• First Conditional
Orders
“A man who has committed a mistake and doesn’t correct it is committing

another mistake.” (Confucius)
What’s your opinion about the quotation above?

What’s the biggest mistake you’ve ever made at work?
Listen to the audio and answer the questions:
A Who does Elena Moretti want to speak to?

B What product does she want to order?
C What is the reference number?
D How many units does she want?
E What is the delivery date?
F Why is this order particularly important?
Complete Elena Moretti’s email confirming the order.
Ref SG 94321
Dear John,
Further to (a) ___________with your colleague this afternoon, I
wish (b)__________our order for (c) ___________hydraulic pumps
(ref SG 94321), to arrive no later than (d)__________.Please let us
know about any parts on time, as it is for a (e)
__________customer.
Best regards,
Elena Moretti.
Orders
Later that day, John Bird phoned back. Work with a partner. Try to
complete the conversation using the words and phrase in the box.
all the details could I speak to good help you in touch worried
Is that it’s quite more business phoning worry
John: __________Elena Moretti, please?

Elena: Speaking _____________John?
John: Yes. Hello, Elena. I’m just __________ back about your order.
Elena: Yes,__________ urgent; I hope you can help.
John: Don’t____________. I’ve got __________in your email. No
problem we’re happy to help.
Elena: That’s ___________. I was quite ____________about it.
John: It should be fine. Can I___________ with anything else?
Elena: No, thank you. I hope we get__________ from this customer.
John: Yes, of course. Okay, I’ll be ___________. Bye for now.
Elena Goodbye.
Listen and check your answers above.
Later, Elena received this mail confirming her order. What is the
mistake?
ORDER CONFIRMATION
Date: 1 June
Order no: DH010601
Received: 23 May
No. of units: 5
Delivery required: 7 July
Processed by: John Bird

Listening comprehension & Writing practice
Orders
Elena called SAG to John Bird about the mistake. What mistake is it?
When John Bird got back to the office, he tried to phone Elena but
couldn’t get through. He decided to send an email. Write his email using
the prompts below.
APOLOGY
sorry/ your call / checked / correspondence / you / right / apologize /

mistake spoken / production department / they / giving / order / top
priority as a result / confirm / delivery date / June 22nd once again /
please accept / apologies best wishes / John Bird
_______________________________________________
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Speaking & Writing practice
Correspondence
Discuss these questions with a partner:
A- Some people think that emails are an informal way of communication

(or less formal than a traditional letter). Do you agree?
B- If someone sends you a badly written email, do you find it annoying?

Are you more understanding if you know they are not writing in their
first language?
C- Is there anything else about emails that annoys you, e.g. not using
a sensible title in the subject line, not including the original message
when replying, etc?
Read the following emails from a company called CiclosCiclone to a

customer, David Holmbrook. Rewrite the emails and correct the
mistakes in punctuation and grammar. Change anything which you do
not think is appropriate in style.
CiclosCiclone - Order Form

Customer: David Holmbrook
Customer order 15724
no:
Details: 1 x item GH56 $ 19.50
3 x items GH98 $ 48.00

Shipping: $ 12.40
Total: $ 79.90
Writing practice
Correspondence
Re: CiclosCiclone
Dear mr Holmbrook
Thanks for the order. I just wish confirm that we have received your
order details and we have started to process the order. If your item is
not instock of if there are are any dispatch problems we will contact
you with the next 24/36 hrs. Please contact us if you not have
received you order within 7 days at orders@ciclosciclone.com so we
can resolve the issues.
thankyou once again for you order.
Kinds Regards.
CiclosCiclone (Despatch Team)
CiclosCiclone (Despatch Team)

Re: CiclosCiclone
Hi there.
Re the modification that’s not a problem the whole amount for your
order will be $ 84.85.
I look forward to hearing from you.
Best wishes
Diego Martin
Writing practice
Correspondence
Re: CiclosCiclone
Dear Dave
We apologize for the delay, but we have worked out the cost of your
shipping amounts of the modified order, it is going to cost you $6.99
more.
To activate this transaction. We will need to re-take your card details

by phone to process the payment manually. We will need the long
number on the front of your card, the expiry date and the security
code on the back of card.
Thank you for you patience and shopping with CiclosCiclone, I look
forward to hearing from you,
Best wishes
Diego
Re: CiclosCiclone
Ok Dave, will sort this out for you, and it shall be with you soon!
Sorry again.
Best wishes
Diego
Vocabulary
Business Communication
Dealing with orders
Thank you for…

Please accept my apologies for…
I apologize for…
I’ll deal with it…
Please contact us / let us know if…
Let me take down the details …
Regarding …
I’m not at all happy about this.
I wish to / would like to confirm our order.
Business communication
Match the sentence beginnings (A-H) with the ending (1-8).
A There is a message … 1 … in writing last week.

B There is a mistake … 2 … in the letter you sent me.
C I asked him to phone … 3 … to your order.
D I sent you an email … 4 … about this problem last week.
E We confirmed the date 5 …back this afternoon.
of the meeting…
F I will send you the packet … 6 … for what happened.

G I’d like to apologize … 7 … by courier this afternoon.
H We are giving top priority … 8 … from Dave Cartwright for you.

Grammar practice
First Conditional
Structure of the first conditional
positive negative question
If you walk slowly, you

won't catch the bus.
If you hurry, you'll If you don't hurry, you'll What will you do if the
catch the bus. miss the bus. train is full tomorrow?
won't = will not don't =

you'll = you will do not what you will
The first conditional – common mistakes
Common mistakes Correct version Why?
If you go to England,
you will improve your We use the present
if you will go English. simple in the if-clause.
We use the present

if I will see him I'll tell him if I see him. simple in the if-clause.
We use will in the main

If I find his number, clause, to express
I call him I will call him. certainty in the future.
Complete the sentences with the correct verb forms:
1- If I (find) ___________ his telephone number, I'll call him.
2- If you come early, you (meet) _________ John. He'll be here until 3pm.
3- Please call me as soon as you (get) ___________ there.

4- I'll start work on the report when I (get) _________ to work tomorrow.
5- Next time, tell him to pay the invoice as soon as it (come) __________ .
6- If you (need) ___________ any more information, please contact us.

Unit 8
EFFECTIVE TELEPHONING
Skills:
• Making calls
• Answering the phone effectively
Vocabulary:
• Telephone expressions
Reading:
• Effective telephone communication
Listening:
• Telephone conversations
Speaking:
• Situations on the phone
Grammar:
• Polite questions
Effective Telephone Communication
Before reading the text, discuss the questions below:
• With the growth of the Internet, email and text messaging, how important
is the telephone in business these days?
• How often do you use the telephone to communicate at work?
Tips on Effective Telephone Communication
Overview - In the age of texting and instant online messages, the art
of telephone communication sometimes seems as if it is going by the
wayside. Telephone communication can be casual, between friends, or
a more formal part of business. Effective telephone communication
begins before you even pick up the phone. Thinking about what
message you need or want to convey, how you propose to get your
information across and how to listen well are all part of effective
telephone communication.
Find Some Quiet - Communicating over the telephone is much more

effective when both parties can hear each other clearly without
background noise. Plan to make your call, whether it's for work or just
to catch up with an old friend, at a time in which you are not required
to attend to any other business. If you are taking an incoming call, try
to find a quiet spot in your home where your caller will not be
competing with the rest of your family. Blaring noises, such as the
television, road traffic and needy children, can interfere with both your
listening and communication skills, making it more difficult for you to
conduct the business of your telephone call.
Effective Telephone Communication
Choose Your Words - Your language plays a large role in developing

effective telephone communication skills. Being polite is always
expected when you speak on the telephone, but thinking about your
words before you place your call can help you make your point clearly,
as well as give the person on the other end of the line a good
impression. Writing out a script of the main points you want to cover,
in addition to the names of the people you need to speak to, might
help you keep yourself on track, according to the State of Idaho
Department of Labor. Try to use neutral language to soften negative
responses, so that the person to whom you are talking will keep
listening. The South Carolina Division of State Information Technology
offers phrases such as "I suggest" or "I recommend," instead of "you
should" or "you need to." Often, when a caller does not hear what he
wants or expects to hear on the line, he stops listening, and your
communication has effectively stopped.
Listen Fully - Communication means listening, as well as talking.

Listen attentively without cutting your telephone correspondent off.
Acknowledge a comment every now and then, so your caller knows
you are listening, and have not just tuned her out. But don't comment
so often that it seems you are just interjecting the same phrases--"I
see," "right," "OK" are a few examples--without really listening. Have
a notepad and pen ready, so you can write down any pertinent
information, and repeat it to the other person if either of you needs

clarification.
Now read the underlined phrases/sentences again.

Do you agree with them?
Vocabulary
Telephone expressions
Complete the list of possible telephone frustrations using the verbs

in the box.
call get (x3) listen play put repeat return take transfer
a The _____________irritating music when you’re put on hold.

b You ____________ cut off in the middle of your call.
c People you call __________ along time to answer.
d They ____________ you on hold and forget about you.
e They__________ you to another person and you have to __________ your enquiry.
f They don’t ____________ properly to what you are saying.
g You continually __________ an engaged tone when you ___________someone.
h People don´t _____________ your calls.
i You _______________ through to a voicemail system.
Match the word and phrases to make telephone expressions. Add

three of your own expressions to the list.
put a message?
repeat that please?
Could you… read me through to (Accounts)?
give me your name?
take that back to me?
leave to Mr. Wilson?
speak over that again?
Could I… have extension 103, please?
check a message?
go that?
to your advertisement.
about make an appointment.
I’m phoning… to some information.

for confirm our meeting.
to see if you could attend a
meeting on the 20th.
Vocabulary
Complete the conversation using the words and phrases in the box.
bad line call me Can I take a message? Could I speak to

dialed the wrong number engaged hold put me
through This is You’re through
A Sales Department. Can I help you?

B Oh! I must have (a) _______________Can you (b) _______________to
Customer Services, please?.
A I’m sorry, it’s a (c) ________________Did you say Customer Services?
B Yes, that’s right.
A Just one moment. I’m sorry, but the line is (d) _____________Do you
want to (e) ________________?
B All right.
A (f)______________ now.
B Hello. (g) ______________the department manager, please?
C I’m afraid he’s not in the offices this morning. (h)______________ ?
B Yes, please (i) _______________George Smith.
Could you ask him to (j)________________ ?
C Yes, of course. Goodbye.
B Bye.
Match the sentence beginnings (a-f) with the endings (1-6).
a Tell her it’s Mr. Jenkins. I’m returning…

b Typical I got cut…
c I hate it when they put you...
c I Keep getting an engaged…
e Could you say…
f Can you read that…
1 …on hold, and then forget about you.

2 …back to me, just to check?

3 …tone, Maybe his phone is off the hook
4 …her call this morning.
5 …that again, please? I didn’t understand.
6 …off in the middle of the call.
Vocabulary
Match the words (a-I) to their definitions (1-12)
a phone book 1 continuous sound that means you can dial

the number you want.
b engaged 2 The equipment which distributes calls to the
different departments and offices in a
company.
c dialing tone 3 Phone number you dial by mistake.
d reverse charge call 4 Busy-someone is using the line you want.
e roaming 5 The number of each different phone in a

company.
f off-peak call 6 Call which is paid for by the person you are
calling.
g wrong number 7 Mobile phone with Internet capabilities and
touch screen.
h switchboard 8 Book the list of telephone numbers.
i extension number 9 Service you phone if you want to find a
number.
j smartphone 10 When you use your mobile phone outside
your local are a or in another country.
k directory enquiries 11 Call someone made which you didn’t

answer.
l missed call 12 Call made in the evening or at the weekend
which has a lower charge.
Telephone conversations
Files: 04. Pre Intermediate A 1.011 /04. Pre Intermediate A 1.012 / 04. Pre Intermediate A
1.013 /04. Pre Intermediate A 1.014 / 04. Pre Intermediate A 1.015
Listen to five extracts from telephone calls, Identify which of

the following skills are used:
a- Transferring a call
b- Placing a call on hold
c- Dealing with angry callers
d- Responding to enquires about correspondence
e- Using a caller’s name and taking messages correctly
Listen again and complete them missing phrases.
1. A - Could I _______________ ? You need 50 units by Friday, and Mr.

Johansson can contact you on 943 694726.
B - Yes, that’s correct.
A - Right, Mr. Smith. I’ll ______________ as soon as he’s free.
2. A - and it really isn’t good enough.

B - Yes, Mr. Wright. I understand what you’ re saying and
______________ the error. As soon as Mr. Downs is back. I’ll ask him to
getting contact with you. ______________ about this.
A - Right, thank you. I realize it’s not your fault.
3. A - Could I have the sales department, please?

B - One moment, please. Just ___________ now.
4. A - Shonagh Clark speaking.

B - Hello, I’m ________________ your letter of 12th June.
5. A - This is Jorgen Bode here. Could I speak to Jean Simmons, please?

B - Oh, I’m sorry, Mr. Bode, but Ms. Simmons______________ right
now. Can I ask her to call you back ? Or I can contact her _______________
if it’s urgent.
Speaking practice
Situations on the phone
Choose one of the situations below and role play it with your partner
1a You need to telephone your doctor. You 1b You are the receptionist at Medical center,
have an appointment on Tuesday the 3rd at the doctor’s clinic. You have no free
16h45 but you need to change it to Thursday appointments on Thursday 5th as the doctor
the 5th at 15h00. On Monday 9th you are will be away that day. The next day the doctor
busy all day, but Tuesday 10th you have a is free is Monday 9th. Answer the telephone
free day. Telephone the doctor’s clinic and and help the patient make a new
speak to the receptionist. Make a new appointment.
appointment.
2a You need to telephone your partner at his 2b You work at Smith and Jones Publishing
or her office. You planned to be home early Limited, in an office with one other person. He
today so you could go out for dinner together or she is in an important meeting and you are
but you have to stay at work until very late. taking messages if anyone telephones.
Telephone your partner’s office and tell Answer the telephone and take a message.
him/her the bad news! Make sure you say
sorry.
3a You need to telephone a flower shop and 3b You work at Blooming Wonderful, the
order some flowers for friends who are having flower shop. One of your services is delivery
their 20th wedding anniversary. They love red of flowers ordered by telephone. Answer the
roses. You want the flowers to be delivered to telephone and take an order. Remember you
their house tomorrow. Telephone the shop need the address and details of the message.
and order the flowers. Don’t forget to include Don’t forget to ask what kind of flowers the
a message saying congratulations. customer would like.
Useful language – Telephoning
This is... , I’m phoning/calling about…

Can/Could I speak to…? / I’d like to speak to…
I’m calling from (Tokyo/New York)…
Can you give me the number for…?
Could you hold on, please?
Thank you for holding. I’m putting you through now.
Can I/you take a message?

Can I have extension… , please?
The line is engaged.
You’ve got the wrong number.
Could you tell him/her that I called?
Sorry, I didn’t catch / get that. Could you say it again?
Grammar practice
Polite Questions
There are many ways of asking questions in English, and some of them are
more polite than others.
Direct Questions
Direct questions are either yes/no questions such as "Are you married?" or
information questions such as "Where do you live?"
Direct questions go right to the question and include no extra language such as
"I wonder" or "Can you tell me"
• Where do you work?

• Are they coming to the party?
• How long has she worked for this company?
• What are you doing here?
Indirect Questions
Indirect questions begin with extra language to make the question more polite.
These phrases include "I wonder", "Can you tell me", "Do you think"…
• Can you tell me where he plays tennis?

• I wonder if you know what time it is.
• Do you think she will be able to come next week?
• Excuse me, Do you know when the next bus leaves?
Now it's your turn!

Make the questions more polite. Use the words in brackets.
1) Where is he from? (Can you tell me ...)

2) What time was the meeting? (Could you tell me ...
3) Why was the conference cancelled? (Do you know ...)
4) Why are they so late? (Can you tell me ...)
5) Where does he live? (Do you know ...)
6) What time did the conference begin? (Can you tell me ...)
7) What time does the lesson start? (Can you tell me ...)
8) Did they speak English? (Do you know ...)
9) Why did they postpone the meeting? (Do you know ...)
10) Did he write the report? (Can you tell me ...)
Irregular verbs list
Infinitive Past Simple Past Participle
Be Was / Were Been
Become Became Become
Begin Began Begun
Bring Brought Brought
Buy Bought Bought
Choose Chose Chosen
Come Came Come
Do Did Done
Drink Drank Drunk
Drive Drove Driven
Eat Ate Eaten
Fall Fell Fallen
Feel Felt Felt
Find Found Found
Fly Flew Flown
Forget Forgot Forgotten
Get Got Got (gotten in USA)
Give Gave Given
Go Went Gone
Have Had Had
Hear Heard Heard

Keep Kept Kept
Know Knew Known
Leave Left Left
Lend Lent Lent

Irregular verbs list
Let Let Let

Lose Lost Lost
Make Made Made
Meet Met Met
Pay Paid Paid
Put Put Put
Read Read (pronounced /red/) Read (pronounced /red/)
Run Ran Run
Say Said Said
See Saw Seen
Sell Sold Sold
Send Sent Sent
Sing Sang Sung
Sit Sat Sat
Sleep Slept Slept
Speak Spoke Spoken
Stand Stood Stood
Swim Swam Swum
Take Took Taken
Teach Taught Taught
Tell Told Told
Think Thought Thought
Understand Understood Understood
Wear Wore Worn
Write Wrote Written

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BOOKLET

“ A new concept in effective

Introducing yourself and your

2 What am I doing here?

4 Time and Stress

9 Appendix - Irregular Verbs

1. Do you ever go on training courses?

Match the words(a-j) to their definitions (1-10)

1 information and methods of communication that you access on the Internet

7 a group of businesses that all belong to the same person or company

Listen to the start of the first session in a communication training

From Job Lives in

Jan Werner Norway

( ) Mariah Wilson is the main tutor of the course.

Now it's your turn!

introduce yourself to your

same way that mass production transformed manufacturing by allowing

Read the article and choose the correct answer (a-c)

1. The writer thinks that self-service is a good idea for

2. The first supermarket was set up

3. The store clerk’s main job was to

4. Modern self-service is increasing because people

5. Mass production changed

It is also used to talk about regular actions and habits.

To talk about scheduled events in a near future.

A. Add s / es / ies to the following verbs:

1. do ____________ 8. worry ____________

B. Circle the correct answer :

1. I plays / play tennis every afternoon.

C. Fill in the correct form of the verb in Present Simple:

1. Fish (not fly) ____________. They (swim) ____________

4. Cats (not bark) ____________. Dogs (do) ____________.

A) The (definite article) is used to refer to specific or particular nouns.

B) A /An (indefinite article) is used to modify non-specific or non-particular

"Let´s read the book" I mean a specific book.

Here´s another way to explain it:

"The" is used to refer to a specific or particular member of a group.

For example: "I would like to go see a movie".

Here, we´re not talking about a specific movie. We´re talking

Complete the sentences with a, an, the or no article.

1. Bridget Jones: The Edge of Reason is a romantic comedy.

Correct the mistakes in the following sentences.

1. I don’t really enjoy watching a documentaries. _________________

1. I only want ....... little sugar in my tea, please.

2. In ....... end we decided not to go to the cinema but to watch television.

3. It is important sometimes to stop and look around you at all the

4. It is .......funniest book that I have ever read.

5. I want to go to the cinema to see a film about .......France and the

Listen to four people explaining their job activities.

Name Job Company Main Activity

2. Rania ( ) Accountant ( ) Finance house ( ) Meets clients

What do these companies do? Make sentences about them

e.g. Lloyd’s of London provides insurance services.

Lloyd’s of London Provides Insurance services

BMW publishes pharmaceutical products

The News Corporation sells banking services

FedEx supplies oil refineries

Taiwan Power provides cars

Novartis Ltd transports innovative products

sports footwear and

Shell makes electricity

Reebok develops packages and letters

Match the following words with the correct definition:

1. do 8. worry

1. Fish (not fly) . They (swim)

4. Cats (not bark) . Dogs (do) .

▪ _ there _ taxis?