Collins English for Business Speaking 2011 - JPR504 - Free Download PDF

SPEAKING James Schofield & Anna Osborn

HarperCollins Publishers 77-85 Fulham Palace Road Hammersmith London W6 8JB First edition 2011 Reprint 10 9 8 7 6 5 4 3 2 1 © HarperCollins Publishers 2011 ISBN 978-0-00-742323-1 Collins ® is a registered trademark of HarperCollins Publishers Limited www.collinselt.com A catalogue record for this book is available from the British Library Typeset by Davidson Publishing Solutions, Glasgow Printed in China by South China Printing Co.Ltd All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission in writing of the Publisher. This book is sold subject to the conditions that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher’s prior consent in any form of binding or cover other than that in which it is published and without a similar condition including this condition being imposed on the subsequent purchaser.

About the authors James Schofield has worked in Asia and Europe as a Business English trainer and materials developer for over 20 years. As well as developing in-company training courses, he has written a large variety of teaching materials and regularly contributes to industry publications. Anna Osborn has worked as a teacher and editor across Europe for more than 15 years. She has written numerous English language learning materials including business and general study books, online self-study courses and classroom workshops.

Contents

Introduction

Section 1 – N etw orking Unit 1

Starting a conversation

Unit 2

Talking about jobs

Unit 3

Showing interest in other people

Unit 4

Exchanging information

Section 2 – Telephoning Unit 5

Cold calling

Unit 6

Confirming or rearranging appointments

Unit 7

Making a complaint on the telephone

Unit 8

Dealing with a complaint on the telephone

Section 3 – M eetings Unit 9

Running a face-to-face meeting

Unit 10

Negotiating agreement

Unit 11

Assigning action points

Unit 12

Running a teleconference

Section 4 – Presentations and conferences Unit 13

Presenting a product or service

Unit 14

Working on a stand

Unit 15

Closing a sale

Unit 16

Saying’no ‘p olitely

Section 5 – Interview s Unit 17

The successful job interviewer

Unit 18

The successful interview candidate

Unit 19

Carrying out performance reviews

Unit 20

Persuading your manager

A p p e n d ix – Extended learning through COBUILD

A n sw er key

A u dio scripts

106

Introduction

Collins English for Business: Speaking will help you make yourself understood in business. You can use Speaking:

• as a self-study course • as a supplem entary material on a business communication or business English course.

Speaking will help you develop your speaking skills in five main areas: • Face-to-face meetings • Telephoning • Formal m eetings and negotiations • Presenting • Interviews

Speaking comprises a book and CD. The book has 20 units. At the back of the book there is: • useful extra inform ation from the Collins COBUILD Corpus about the vocabulary in the units • the answer key • the script for the audio recordings. The CD contains over 100 tracks of audio including conversations, and listening and speaking practise activities. Unit structure

Each of the 20 units of Speaking follows the same format: Useful tips – gives you helpful advice about the comm unication focus of the unit Conversation – you listen to and read a conversation or conversations. Key words and phrases

are presented in bold. U nderstanding – you check your understanding of the conversation. Say it accurately – you focus on using the right words and phrases. Say it clearly – here the focus is on pronouncing the words, phrases and sentences well. Say it appropriately – here the focus is on tone, for example m aking sure you sound polite or

interested. Get speakin g – these exercises give you the opportunity to practise your speaking. Often this

involves interacting with a speaker on the CD in a role-play. There are also G ram m ar notes and Cultural notes in the units.

Speaking

In order to help you extend your vocabulary as you w ork through the material, further uses of key language are explored through references to examples taken from the Collins COBUILD Corpus. If you see this icon CM next to a word in the unit, turn to the Appendix on page 84 to find more inform ation on m eaning, usage and collocations related to this word. U sing Speaking

You can either w ork through the units from Unit 1 to Unit 20, or you can pick and choose the units that are most useful to you. For example, you m ight w ant to concentrate on Telephoning but not spend much time on Interviews. The Contents pages will help you in your selection of units and your own plan for learning. Study tips

• Each unit should take about sixty minutes to w ork through. Take regular breaks and do not try to study for too long. Thirty minutes is a good length for one learning session. • Revise and go over w hat you have learnt regularly. • Put the audio tracks on your mobile phone or MP3 player so you can listen to the conversations and practise activities on your way to w ork or when you are out jo gg in g or w alking. • Try to find someone with whom you can practise your English, either face-to-face, over the phone or online using a webcam. • Note down the language you find most useful. Lan gu a ge level

Speaking has been written to help business learners at B1 level and above (Intermediate to Advanced). O ther titles

Also available in the Collins English for Business series: Listening and Writing. U sing the CD

This icon indicates that there is an audio track that you should listen to. Please note that the Speaking CD is designed for use with a computer. If you w ant to play the audio on a CD player, you should download the tracks to your computer and then burn all of the tracks onto an audio CD.

Introduction

Starting a conversation Where do you come from then?

USEFUL TIPS • Successful small talk is not about saying brilliant things. It’s about commenting on and asking about ordinary things with conviction, interest, and enthusiasm. • Match the mood of your conversation partner. If they are smiling and cheerful, be ready to laugh. If they seem serious, be serious too. • Ask where your partner comes from and, when somebody asks you the same thing, be ready to add something interesting about the place. • Ask what your partner does and, when you’re asked the same question, don’t only give a title. Add a small piece of interesting or amusing information about the job or responsibility.

Conversations

Listen to extracts from fo u r conversations heard at a conference in M arseilles.

That was really interesting what the last speaker said about opening bank accounts in the Cayman Islands.

B: Yes, it was. So, what do you do exactly? A: I’m an auditor, a forensic auditor. B: Ah, urn, you’re a forensic, urn, auditor? A: Yes, that’s right. B: Right, oh. I see. Look at the time! I must get to the next presentation… 2 C:

Mmm, lovely coffee! I needed that. I just flew in from London very early this morning. How did you get here?

I came on the TGV train from Paris.

Really? I’ve never been on the TGV. How long did that take?

Oh, about four hours. But I was able to have breakfast and do some reading.

That sounds nice. I must try it sometime. Marseilles’s really beautiful, isn’t it?

Yes, it is. Have you been here before? If you haven’t, you must… 3

…I’m certainly looking forward to the dinner this evening.

I am too. Especially the fish. We don’t have much fish where I live.

Speaking

UNIT 1 |Starting a conversation E:

Really? Where do you come from then?

Garmisch-Partenkirchen. It’s in the mountains just near Munich. What about you?

I’m from Cork in Ireland. The high street is supposed to have more pubs than any other town inIreland.

Really? I’m going there on a business trip soon to visit the Apple factory. I must see if I can find time to visit some… 4

…and then I went jogging early this morning along by the sea. Fantastic sunrise coming up over the sea.

H: G:

Really? Sunrise, you say? Yes, amazing! Do you like jogging? You should try it, you know. It makes you feel really great all day long. Just set the alarm for 5.30, jump out of bed and after you’ve been running for about an hour or so, go back, have a shower and —

Sorry, but do you know where I can smoke? I think I want a cigarette before the next presentation. Ah, that way? Thanks.

Understanding Look again at the conversation strategies outlined in Useful tips. Match the conversations to the strategies they illustrate successfully or unsuccessfully.

Conversation 1:

A Talk about ordinary things with conviction

Conversation 2:

В Match your mood to that of the speaker.

Conversation 3:

Conversation 4:

D W hen saying what your job is, add a small

and enthusiasm.

W hen saying where you come from, add something interesting about the place. piece of inform ation about it as well.

Saying it accurately Q

Com plete the sentences w ith w ords from the box. lo o kin g

from

lo n g

been

m eans

Have y o u …………………… here before?

M m m ,…………………. coffee! I needed that.

3 4

How did y o u …………………. here? H o w …………………… did that take?

get

lo ve ly

com e

isn’t

5 I’m a forensic auditor, w h ic h that I help banks make sure none of their staff are doing anything illegal. 6 I’m ce rta in ly …………………. forw ard to dinner. 7

I’m

Athens. It’s a great place to live.

Section 1: Networking

8 Marseilles’s really b e a u tifu l,…………………… it? 9 So, w hat do y o u …………………… exactly? 10 Where do y o u ……………………from then? Q

A le x and Sophia are atten ding a presentation in N ew York. W hile w aitin g fo r the speaker, they start up a conversation. Reorder their d ialo gu e so that it m akes sense.

Alex:

No, it’s my first trip.

Sophia: I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal.

1 ] Alex: Alex:

It’s a beautiful day today, isn’t it? Really? And do you often find any illegal activities?

Sophia: Absolutely, I love New York in the spring. Have you been here before? Sophia: More than you m ight expect! Anyway, we’d better get back to the presentation. Alex: I’m from Athens. It’s a great place to live. W hat do you do? Sophia: Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from? О

Listen to the audio CD to check yo u r answ ers.

Com plete the conversation w ith an appropriate question or phrase from

Saying it accurately 1. Jon: This hotel is w onderfully designed, (1)……………………………………? Marco: Yes, I love modern architecture. (2)………………………………….. ? J: I’m from Dubai, home of the world’s tallest building, the Burj Khalifa. And you? M: I live in Como on the Italian lakes. J: I’ve been there on holiday. It’s beautiful. (3)………………………………? M: I took the train from Milan. J: M: J: M:

(4)……………………………………? About four hours. It gave me a chance to catch up on some sleep! (5)……………………………………? I run a small restaurant. You’ll have to stop by if you come to Como again! W hat about you? J: I’m an interior designer. I mainly design the insides of shops and hotels.

M: Well, you can definitely stop by then and give me your opinion on my restaurant!

Speaking

UNIT 1 | Starting a conversation

Saying it clearly

О и 03

Listen to these tw o questions.

Note how the words in bold are connected to create new sounds. 1 So, w hat do you do exactly? 2

How did you get here?

Listen again to the tw o sentences and repeat them .

Saying it appropriately

W hen starting a conversation, it is im portant to sound frie n d ly and enthusiastic. Listen to the speakers and decide w h ether they sound friend ly or unfriendly.

1 W hat do you do?

friendly

unfriendly

2 Where are you from? 3 How did you get here? 4 Have you been here before?

friendly friendly

unfriendly unfriendly

friendly

unfriendly

5 Paris is great, isn’t it?

friendly

unfriendly

Listen again to the sentences, now said in a friendly tone, and repeat them.

Get speaking

О о об

You are atten ding the conference in M arseilles w ith the speakers from the d ialo gu es at the b egin n in g o f this unit. Play the audio CD to listen to questions that your fellow delegates ask. W hen you hear the beep, respond w ith a suitable answ er. Rem em ber to fo llo w the strategies in Useful tips.

Cue Example

So, what do you do exactly? I’m a journalist. I specialize in writing stories about economics and finance.

Im agine you are attending a training course at a beautiful chateau in France and you m eet another attendee over lunch. W rite a d ialo gu e sim ilar to those in Saying it accurately 3 and 4, sh o w in g h ow you m igh t start up a conversation. Follow the example of the first question, already done for you.

You: Attendee:

Th/s chateau is beautiful, is n ’t it? :…………………………………………….

Read the d ia lo gu e aloud. If possible, record it fo r review.

Section 1: Networking

Talking about jobs I t ’s a very challenging profession.

USEFUL TIPS: When telling people about your job: • Be brief and precise. • Show how your job benefits people or organizations. • Make sure that your description is relevant to the person you are talking to. • Avoid technical terms or acronyms unless talking to a fellow expert. • Accentuate the positive aspects rather than the negative.

Conversation Jen n y Harris w o rks fo r a charity o rgan iza tio n called Foodaid. She’s atten ding a careers fa ir at a u niversity w here students can talk to representatives from lots o f com panies to see if th ey w ould like to join them .

Student Jenny

Excuse me, are you working on the Foodaid stand? Yes, can 1help you?

Well, can you tell me what jobs at Foodaid involve?

There are lots of jobs at Foodaid which involve doing all sorts of different things. What subject do you study at university?

Engineering.

Very important for Foodaid. My colleague, Hassan Sahin, for example, is a mechanical engineer and he is responsible for helping farmers in countries such as Chad or Pakistan where we work as an NGO to drill water wells.

Er… an NGO?

Sorry, a Non-Governmental Organization.

Right, of course. And what do you do?

Well, actually I’m a lawyer. I’m in charge of managing the legal department and we make sure that Foodaid understands any legal issues that might crop up in the work it does.

1hope 1don’t sound rude, but you look very young to do that.

That’s what’s so good about Foodaid! You get important responsibilities very quickly. A friend of mine is working in Somalia and she manages a development budget of about two million dollars and she supplies the whole of West Africa with trucks for transporting food and equipment. It’s a very challenainq job and she’s only 23!

1see. But, as it’s a charity, do you get paid for your work?

Yes, of course. You’ll never be rich working for Foodaid, but you get paid. Very often people like you work with us for a few years to gain experience and then they move on to other jobs. Lots of companies like the fact that you’ve worked for a charity.

Speaking

UNIT 2 |Talking about jobs S:

Hmm. So, what makes a job with Foodaid interesting, then?

It’s very rewarding. You feel you are doing something useful with your skills, not just making some company shareholders rich. And even if the work is demanding, it’s never boring.

S: It sounds really interesting. Thanks for telling me about it. J: That’s fine. Here’s some more information about what we do and my card. If you have any more questions, just give me a ring…

Understanding Look again at the strategies outlined in Useful tips. W hich strategies does Jen n y em ploy successfully w hen ta lkin g to the student? U nderline the relevant parts in the conversation and note the strate gy in the m argin. Does Jen ny m ake any m istakes?

Saying it accurately Match the sentences on the left w ith their corresponding responsibilities on the right. Follow the exam ple.

I’m a nurse. I w ork in m arketing. I’m a m anager on a construction site. I’m a PA.

I’m responsible for making sure that our projects

I’m an IT programmer.

I’m in charge o f designing new buildings for our

I’m a project manager.

I help to look after people when they are sick. My job entails organizing my boss’s affairs. I oversee a team of 250 builders and twenty

I’m an architect. I’m a banker. Q

come in on schedule and within budget. My job involves managing my customers’ money effectively and profitably. My company develops websites for clients.

My main responsibility is to promote new products ahead of their launch. clients.

administrative staff.

Use phrases from Saying it accurately 1 to describe w h a t these people do. A ccentuate the positive features o f each job, fo llo w in g the exam ple. 1

I’m an estate agent. I help people find the right house to buy.

2 3 4

I’m a lawyer……………………………………………………………………………………………… I’m an accountant……………………………………………………………………………………. I’m a pediatrician……………………………………………………………………………………..

5 I’m a personnel m anager………………………………………………………………………… 6 7

I’m a professor. ………………………………………………………………………………………. I’m an IT support manager. ……………………………………………………………………

I’m an entrepreneur. ………………………………………………………………………………

Practise sayin g the sentences aloud.

Section 1: Networking

Com plete the sentences w ith the verb work, using the correct preposition from the box. Note that in som e sentences, more than one preposition is possible. in

w ith

for

under

1……I w o r k …………………a journalist. I investigate and write articles for newspapers. 2….. I w o r k …………………the media. I’m an advertising executive. 3….. I w o r k …………………underprivileged children, helping them to overcome disadvantages in life. 4 5 6 7 8

I w o r k …………………a m ultinational pharmaceutical company. I w o r k …………………Lords and Sons. I’m training to be a solicitor. I w o r k …………………large building projects, which often take up to two or three years to complete. I w o r k …………………tight budgets and strict schedules. I w o r k …………………a very inspiring manager, who has taught me everything I know.

Com plete the fo llo w in g sentences w ith an appropriate adjective from the box. Note that in som e sentences, more than one adjective is possible. ch allengin g interesting

m onotonous stressful

rew arding absorbing

fu lfillin g d em an d ing

1 My job doesn’t vary very much on a day-to-day basis. It’s quite 2

It’s v e r y ……………………to see the children’s excited faces at the end of a really good lesson.

I find my job q u it e …………………. when my phone w on’t stop ringing and everyone wants to ask me something.

My job as an illustrator is v e r y …………………….. Sometimes hours go by and I don’t even notice.

I’m always learning new things, which makes my job v e r y …………………. but also v e r y …………………….

Saying it clearly О os

Listen to the adjectives from Saying it accurately 4 and m ark the stressed syllable o f each w ord, fo llo w in g the exam ple.

1 2 3 4 10

Speaking

challenging monotonous rewarding fulfilling

5 interesting

6 stressful 7 absorbing 8 demanding

UNIT 2 |Talking about jobs

Listen again to the adjectives and repeat them.

Saying it appropriately О **

□

Listen to the e igh t speakers from Saying it accurately 1 talkin g about th eir jobs. Circle the correct w ords in this sentence.

The speakers are very enthusiastic/unenthusiastic, which helps them to accentuate the positive/negative aspects of their jobs. 0

Listen again to the sentences and repeat them .

Get speaking 0

Your old school or co llege has approached you and asked you to send them a short recording describing yo u r job. It w ill be played to students w h o are interested in fo llo w in g yo u r chosen field.

• Briefly explain w hat you do, using appropriate adjectives. • Make it relevant to the students listening. • Accentuate the positive aspects of your profession. Record yo u rse lf if possible. Then, review your recording and consider how you can im prove. Repeat the exercise.

Im agine that a w o rk experience person is visitin g you r office and is askin g each em ployee ‘What do yo u do?’ H ow w ould you answ er? Practise your answ er aloud, u sing the correct tone. H ow w o uld your co lleagues describe their jo bs? Im agine their answ ers and practise them aloud. If possible, record yo u rself fo r review.

Grammar note Note how w e use the -ing form after involve, be responsible for, and be in charge of.

Examples from the text: There are lots of jobs at Foodaid which involve doing ail sorts of different things. He is responsible for helping farmers. I’m in charge o f managing the legal department. My job involves providing people with the computer equipment they require.

I’m responsible for overseeing the production of all our fashion lines. He’s in charge of bringing in as many advertisements as possible for our magazine.

Section 1: Networking

Showing interest in other people Oh, I know what you mean.

USEFUL TIPS: When you are in conversation: • Echo the key information to encourage further explanation, for example, I’m allergic to shellfish. To shellfish? • Empathize. Use phrases to show that you understand how your partner feels, for example, That’s amazing! or Really? • Paraphrase. Reformulate in your own words what has been said to show that you are listening, for example, So what you’re telling me is…

Conversation

О10

Em ily is h aving lunch in the com pany canteen w ith a n ew team member, Casper.

Casper Emily С E

It’s a very different way to do business here in Singapore, compared to Germany. I know what you mean. Do you find it difficult? No, not at all. It’s interesting. Interesting?

Yes. For example, in Sinqapore vou discuss prices much earlier in a neaotiation than we do in Germany.

Really? So, you mean that you leave price negotiations till the end of a discussion?

Oh, yes. In Singapore you start talking about prices for products when in Germany we’re still trying to define exactly what’s wanted.

How amazing! I didn’t realize. I suppose we think it’s a waste of time discussing something if the price is always going to be unrealistic. I see.

С E С

Whereas in Germany you feel you can’t begin to think about price until you know all the details. That’s right.

So, do you like Singapore?

С E

Oh, yes. Very much, especially the food. But I need to do some sport. I’ve put on two kilos already! Back in Berlin I play centre forward for the company football team. Really?

Yes, urn… anyway, urn…

Do you notice any other differences between business life here and in Germany?

Well, another difference is the flexibility that a manager has here. Flexibility?

E С

Speaking

Yes. In Germany it’s very difficult to be a manager because every time you want to introduce a change in the organization or in communication processes, you have to ask the Workers’ Council for

UNIT 3 |Showing interest in other people permission. This makes innovation very slow, whichisn’t good for the employees

at all.

So, what you’re saying is thatthe Workers’ Council in Germany makes things more difficult for employees, not easier.

Sometimes, yes.

That’s terrible!

Saying it accurately Q

Com plete the phrases w ith w o rds from the box. sayin g

that’s

mean

how

really

other

kn o w

terrible

To sho w em pathy

To paraphrase

1 I ……………………w hat you mean. 2 …………………. ?

6 7

So i n …………………… words… So what y o u ‘re …………………… is…

3 T h a t’s………………….. !

So y o u ……………………that…

4 …………………. so true. 5 …………………… am azing! Q

G roup these expressions th at sho w em pathy under the correct heading, fo llo w in g the exam ple.

1 That’s wonderful! 2 How terrible! 3 Fantastic! 4 That’s unbelievable! 5 That’s awful!

6 How am azing! 7 Great! 8 Oh no! 9 How incredible! 10 That’s dreadful!

To show empathy about something good: 1 To show empathy about something bad: To show disbelief: Q

Rachel uses all three strategies to sho w interest in w h at Tess says. Num ber Rachel’s responses to Tess’s statem ents. Each tim e, note the stra te gy Rachel uses.

Tess: I feel terrible. 1 Echoing Tess: I’ve got such a headache.

2 ……………………………………… Tess: I think it was brought on by sitting in a car for three hours. 3 …………………………………………… Tess: Yes, it took me three hours to travel ten kilometres.

Section 1: Networking

………………………………………….

Tess: I know, but at least I’m here now. And I’ve got some exciting news! 5 …………………………………………. Tess: Yes, I’ve been promoted! 6 ………………………………………… Tess: Uh-huh, it happened while you were away. 7

………………………………………….

Tess: That’s right! And it means I get a pay rise and a company car!

……………………………………… Rachel:

How awful!

Rachel: Terrible? Rachel: That’s unbelievable! Rachel: So w hat you’re saying is I went on holiday for a w eek and come back to find you’re a senior manager?! Rachel: You mean that you were stuck in traffic for three hours! Rachel: Rachel:

Really? Promoted?

Rachel:

How am azing! Congratulations!

Saying it clearly 0

Listen to these three extracts from the conversations.

Note how Emily and Rachel show interest.

Casper: Emily: Tess: Rachel: Tess: Rachel:

No, not at all. It’s interesting. Interesting? 1 feel terrible. Terrible? Yes, I’ve been promoted! Promoted?

Listen again and repeat the ech oing com m ents, using the same intonation.

Saying it appropriately !j~ | ! 12

Speaking

Em ily’s preferred topic o f conversation – w ays o f d oin g business or football – is im plied by her intonation. Com pare the w a y that she says the w ord really in these tw o extracts. Then circle the correct w o rds in the fo llo w in g sentences.

UNIT 3 |Showing interest in other people In the first extract, Emily’s tone is keen/uninterested and her intonation is rising/falling. This response encourages Casper to continue/stop talking about the topic. In the second extract, Emily’s tone is keen/uninterested and her intonation is rising/falling. This response encourages Casper to continue/ stop talking about the topic. О о

Listen again. Play the audio CD to start. W hen you hear the beep, say really in a w a y that sho w s interest and enthusiasm .

W hen you express em pathy, it’s im portant to use an enthusiastic tone o f voice. Listen to the phrases from Saying it accurately 2. Tick those w here the speaker sounds as th o ugh she m eans w h a t she is saying.

1 That’s wonderful! 2 Fantastic! 3 How am azing!

6 That’s awful! 7 Oh no! 8 That’s dreadful!

9 That’s unbelievable! 10 How incredible!

Great!

5 How terrible!

О Q is

Listen again to the phrases, now all said w ith an appropriate tone, and repeat them.

Get speaking

О □ Your boss has asked to talk to you. Play the audio is

CD to start. W hen you

hear the beep, pause and respond suitably.

1 Em pathize with your boss. 2 3

Echo w hat he says. Paraphrase w hat he says.

4 Agree with him.

G I?

Play the audio CD to start. W hen you hear the beep, pause and respond w ith a suitable expression. Follow the exam ple.

For example, you hear: We’ve decided to give you an enormous bonus

this year. You say: An enormous bonus? or That’s fantastic! Try to use all three strategies – echoing, em pathizing and paraphrasing

– d urin g the exercise.

Section 1: Networking

Exchanging information I heard it on the grapevine.

USEFUL TIPS: Here are three ways to get the information you want within your organization: • First offer appropriate information yourself. If you want to find out about a particular area, offer information of your own first to show you can be trusted. Think carefully about what information is appropriate to pass on to others. • Ask questions indirectly. If you want to ask about somebody or something, use statements with question tags rather than direct questions, for example, You know John, don’t you? rather than Do you know John? A direct question may frighten someone into remaining silent but a statement that sounds more like speculation will often be confirmed or corrected by somebody with better information. • Create intimacy. If you don’t know somebody very well, but want to exchange information with that person, you can use these techniques: Drop their name into conversation more than usual and use we, us and our as often as possible, for example, / think we’re going to see a lot of changes in our department soon, Peter

Conversation ‘*18*’ Candy: Michael: C:

M ichael is d rivin g w ith his colleague. Candy, to a m eeting. Th ey are ta lkin g about a co lleagu e o f theirs, Christine. I really want to thank you, Michael, for taking me with you to the meeting. I just can’t get used to driving on the left! No problem. You used to work for our new chief legal officer, Christine Bender, didn’t you?

Yes, that’s right. She and I started together in the legal department five years ago. Then I changed over to IT.

Christine is so successful. She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think? Yes, she did. But, between you and me, Christine could never have managed that without her team.

M: C:

That’s so true, Michael. She always picks good people to work with her. By the way, I heard on the grapevine that she’s going to move to our New York office next.

Yes, I heard that too. I wonder how her husband feels about it. He’s a journalist, I think.

Well, according to Christine’s assistant, Mrs Weber, that’s not a problem. He’s going to write articles about New York nightlife. Although I can’t imagine who’s going to look after the children then.

Apparently, they’re going to have a nanny. I overheard Christine talking to the boss about it this morning. It must be very expensive, but they’ll have enough money.

С:

I suppose they might appoint somebody from Christine’s team to carry on her work.

Ah, no! It seems that Christine didn’t want to recommend any of them to the boss, so Gabriele from the commercial department will take over. Christine’s team was really angry!

Speaking

UNIT 4 | Exchanging inform ation

Understanding Look again at the strategies outlined in Useful tips. Can dy uses all three to ge t inform ation from M ichael. U nderline the relevant parts in the conversation and note the stra te gy that she uses in the m argin.

Saying it accurately

О и •»

Im agine you w o rk w ith Can dy and M ichael. Th ey both have inform ation they w a n t to share w ith you. Listen to their statem ents and answ er these questions.

1 W ho sounds as though they are passing on inform ation based on fact? 2 W ho sounds as though they are passing on inform ation that may be unreliable?

Tick the phrases that sh o w that yo u r inform ation is based on w h at yo u ‘ve heard on the grapevine, rather than w h at you know. Follow the exam ple.

According to Jane, … ^ I’m sure that…

It seems/appears that… By all accounts, …

I overheard Ben saying… Apparently, …

…so I’m told. It’s guaranteed that…

I’m convinced that…

Did you hear that…?

I heard on the grapevine that…

I heard that…

It’s certain that… Com plete the fo llo w in g sentences w ith w ords or phrases from Saying it accurately 2. M ake it clear that these are sim ply reports th at you have heard on the grapevine. Try to use each phrase o nly once.

the section manager is going to resign tomorrow.

She’s been for interviews at other com panies,………………………………………..

3 4 5

She hasn’t been happy here for a w h ile ,………………………………………. ……………………………………… she wants to w ork abroad. …………………………………….. she’ll be gone by January.

…………………………………….her secretary, the board isn’t going to replace her internally. 7 …………………………………….. they are planning to restructure her division? 8 …………………………………….. they will combine the two departments so that they can make cutbacks.

Section 1: Networking

i 17

Read these answ ers. W rite statem ents creating a sense o f intim acy w ith the speaker. Follow the exam ple.

1 Find out if Jay has spent time in the W ashington office. ‘You’ve sp e n t tim e in our Washington office, haven’t you, Ja y ? ’

2 Check that Rachel approved the new brochure before it was sent to the printers. 3

Find out if Matt knows the new CEO.

4 Ask if Lianne is attending the conference this year. 5 Find out if Dan has seen the budget for next year.

Saying it clearly

О D

Listen to these sentences.

Note how the words that imply that you are passing on rumours rather than fact are stressed to reinforce this message. Apparently, the section manager is going to resign tomorrow.

She’s been for interviews at other companies, so I’m told. Q

Listen again to the sentences and repeat them , using the correct stress.

Saying it appropriately ||^|j 0 21

Listen to these questions and decide w h ether the speakers are being direct or intim ate. Note h ow the speakers create a sense o f intim acy by using a light, frie n d ly tone o f voice and the strategies outlined in

Useful tips.

Г ) 22

Speaking

question 1

direct

intimate

question 2

direct

question 3

direct direct

intimate intimate

question 4 question 5

direct

question 6

direct

intimate intimate intimate

Listen to the questions, n ow all phrased to create a sense o f intimacy, and repeat them.

UNIT 4 | Exchanging inform ation

Get speaking

О о

Y ou’ve heard that the com pany is plann in g to set up a sports and social com m ittee. Start a conversation w ith M ax, the personnel m anager, to try to find out more about it. Play the audio CD and fo llo w the cues. You start.

1 Tell Max the rumour that you heard. 2 3

Ask indirectly if he knows about it. Tell him that the CEO’s secretary, Janice, told you that the CEO was very enthusiastic about it. 4 Ask indirectly if he knows when the meeting m ight happen. 5

Ask indirectly if he

w ould w ant to be involved.

W hat sort o f inform ation is passed around yo u r w orkplace? W rite a short conversation based on the dialogue at the beginning o f this unit, being the kind o f discussion that m igh t take place in yo u r office. Try to incorporate all the strategies from this unit. Then read it aloud, practising your pronunciation. Record it if possible, fo r review.

Grammar note Com pare the tw o predictions fo r the future o f Christine’s role and note h ow the use o f I suppose they m ight indicates speculation and w ill im plies certainty.

Examples from the text: I suppose they might appoint somebody from Christine’s team to carry on her work. Gabriele from the commercial department will take over. I suppose we might employ some more staff. We’ll employ some more staff.

Cultural note If you are working in international teams, you will need to find out the best way to get information from colleagues. It may be that there is not a lot of office gossip and that it is inappropriate to talk about individuals in the way the people do in the dialogues in this unit. Privacy may be an important part of the culture.

Section 1: Networking

Cold calling Do you have a moment to speak to me?

USEFUL TIPS: When cold calling (approaching prospective clients or customers for the first time), keep the follow ing points in mind: • Be clear and concise about who you are and the purpose of the call. • Use questions to help and guide the person you are calling. • Always use titles (such as Dr, Mr, and Ms) and never first names. • Don’t be offended by hostile behaviour. It’s not personal.

Conversation

Macey С Speaker 1 Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC

Mr H MC:

Speaking

M acey Chance is on the phone, try in g to set up m eetings to discuss her com pany’s services. This is Macey Chance from Turner & Young Consultants. Am I speaking to Mr Given? No. Trancross Power and Gas, project management office. Good morning. Am 1speaking to Mr Harvey? Speaking. Oh hello, Mr Harvey. This is Macey Chance from Turner & Young Consultants. Oh, yes. Do you have a moment to speak to me? Urn… well, yeah. Thank you. My company specializes in helping power industry companies manage risk, Mr Harvey. Do you think that’s something that might be of interest to you? Er… well, we have risk management plans in place, you know. I’m sure! But may 1ask you a question, Mr Harvey? Do you have plans in place for handling risks generated by climate change? Urn, it depends on what you mean exactly. Of course, we have plans in place for damage to our power plants from bad weather. Well, managing short-term risk is very important of course. But would you like to find out about ways to manage risk caused by long-term adjustments to weather patterns? I’m talking about global warming and the impact that will have on energy supplies. Urn, that’s very unpredictable, isn’t it? Yes, you’re quite right, Mr Harvey. And very risky. That’s why my company specializes in designing plans that minimize the risks for companies like yours. Would it be possible to arrange a meeting where 1could explain our services in more detail?

UNIT 5 | Cold calling Mr H: MC: Mr H:

Well, it could be interesting. Fine. When’s a good time for you, Mr Harvey? Er, let me just check my appointments. Urn, how about Friday this week, 2 p.m.?

Understanding Read the fo llo w in g stages o f the d ialo gu e and put them into the correct order.

[

] She explains what her company specializes in and the reason for her call.

[ 1 ] Macey Chance checks that she is speaking to the correct person, t ] She sets up a meeting to discuss the matter further. [ [

] She introduces herself and says where she works. ] She asks questions to gauge the person’s interest.

[

] She checks that the person she is speaking to has time to talk.

Saying it accurately Q

Unscram ble the w o rds to form sentences to use w h en cold calling. A think / interest / you / you / something / be / that / of / Do / that’s / to / might

? В set / Mr Lee / Could / meeting / week / we / up / a / for / next

? С

specializes / bespoke software / My / in / company / designing

D Tom Sweeney / Lermans and Co / is / from / This

E question / May / Mr Lee / a sk /yo u / 1/ a

? F

moment / you / have / Do / a / speak / me / to / to

Com plete the conversation w ith sentences from Saying it accurately 1. W rite the correct letter in the space provided.

Tom Sweeney: Is that Mr Lee? Mr Lee: Speaking. TS:

( 1 ) …………

Mr Lee: TS:

Uh-huh. ( 2 ) …………

Mr Lee:

I suppose so, yes, go ahead.

TS:

( 3 ) …………

Mr Lee:

I see. Section 2: Telephoning

i 21

TS:

( 4 ) …………

Mr Lee:

Yes, it sounds interesting.

TS:

(5 ) Are you currently using software that doesn’t fully meet your business’s needs?

Mr Lee: TS:

Well, yes we have had some issues with it this year. ( 6 ) ………….

Mr Lee:

Yes, I’d be interested to hear more.

Match the questions from the conversation on the left to those on the right that serve the sam e purpose. 1

Am I speaking to Mr Harvey?

Do you have a moment to speak to me?

Would you like to find out about ways to m anage risk caused by long-term adjustments to w eather patterns?

W ould it be possible to arrange a meeting next w eek where I could explain our services in more detail?

When’s a good time for you, Mr Harvey?

A When is convenient for you,

Mr Harvey? В Could we set up a meeting

next w eek to discuss it further? С Is that Mr Harvey? q

Is this a good time? ^ Would you be keen on finding out more about ways to m anage risk caused by long term adjustments to weather patterns?

Saying it clearly

О И Do you have a moment to speak to me?

Listen to these tw o questions from Saying it accurately 1.

Note that when a word ends with a consonant and the next word begins with the same consonant, we do not repeat the sound, but pronounce them together.

Could we set up a meeting nex(t) week to discuss it further? Note that when the so u n d ‘t’ appears between two consonants, it sometimes disappears altogether. This is known as elision.

Listen again to the sentences and repeat them.

Saying it appropriately W hen approaching potential customers over the phone, it’s im portant to use the right tone o f voice. Listen to the sentences from Saying it accurately 1 and choose the adjective describing the speaker’s tone o f voice.

1 polite or pushy? (too forceful) 2 enthusiastic or bored? 3 abrupt or friendly? Speaking

UNIT 5 |Cold calling 4

pushy or friendly?

5 bored or polite? 6 П В и

bored or friendly?

Listen to the sentences again , n ow all said in a positive, appropriate manner, and repeat them.

Get speaking

О □ 28

You are a salesperson at Top Tier Training and you call Frederic Gulbert, personnel m anager at Rogers and Co. Your aim is to set up a m eeting w ith him to discuss yo u r range o f services. Play the audio CD and fo llo w the cues. You start.

1 Check that you are speaking to Frederic Gulbert. 2 Say w ho you are and who you w ork for. 3 Check that Frederic has time to talk to you now. 4

Explain that your company specializes in providing m otivational training courses for staff and gauge his interest.

5 Suggest a m eeting for 10 a.m. next Tuesday.

ОВ 28

Repeat the activity from Get speaking 1. This tim e, how ever, im agine you are calling Frederic G ulbert as a representative o f yo u r ow n com pany. Explain w h a t your com pany specializes in and g a u g e his interest in your products or services. Play the audio CD and fo llo w the cues. You start.

Grammar note Note h ow w e use the -in g form after specialize in, focus on, and concentrate on.

Examples from the text: My company specializes in designing plans… This team specializes in providing the best service for customers. My job is to focus on cutting costs wherever possible. Our personnel department concentrates on recruiting the very best people for the company.

Cultural note Cold calling is an accepted way of doing business in many cultures. However, in some cultures, business contacts will usually be initiated through referrals, for example Astra Purim suggested I get in touch with you about… . Whatever your situation, a referral will always help you make contact with people. When cold calling across cultures, make sure you find out first whether this approach is culturally appropriate.

Section 2: Telephoning

i 23

Confirming or rearranging appointments I look forward to seeing you then.

USEFUL TIPS: Once you have fixed your appointment with a business partner, telephone a couple of days beforehand to confirm the details of your meeting. Keep the follow ing points in mind: • Confirm the topic, date, time, and place. • Be ready with alternative appointment times if the original time has to be changed. • Check to see if the customer has any new requests.

Conversations О

Robbie Taylor is confirm ing his appointm ents for next week.

1 Sabine G: Sabine Gerland. 29

Robbie T: SG:

Hello, Ms Gerland. This is Robbie Taylor from Queensfield Ltd. How are you? Fine, thanks. And you?

RT:

Very well. I’m just ringing to confirm our appointment for Tuesday afternoon at 3 p.m. to discuss our project management services for the Potsdam project. SG: Yes, that’s right. I’m looking forward to it. RT: Can I just check the address? That’s Quiddestrasse 14, isn’t it? SG: Er, no, Quiddestrasse 40. RT

Right, 40, OK. And could you spell Quidde for me?

SG: Of course. That’s Q-U-l-D-D-E. If you go to our website, you’ll find fulldirections. RT

Right. Thanks. So, I look forward to seeing you then.

2 RT: Queensfield Ltd. Robbie Taylor. Gerhard S: Oh hi, this is Gerhard Schmidt calling from Hipax in

Berlin.

RT: Oh, hello Mr Schmidt. How are you? GS:

I’m fine, thank you. And you?

RT:

I’m well, thanks.

Good. I’m afraid I have to cancel our meeting next Tuesday morning. I’m going to be away visiting one of our key customers.

RT:

No problem. Would Wednesday afternoon be more convenient?

GS:

Unfortunately not. One colleague I wanted to come to our meeting will be in Paris and I’ll be in Munich.

RT:

I see. Well, would you like me to arrange a telephone conference instead?

Speaking

UNIT б | Confirm ing or rearranging appointments GS: RT:

Mmm, that’s a good idea. We’re both free at 2 p.m. on Wednesday. Will you email me the details? Of course. Actually, I wanted to call you anyway, Mr Schmidt. Would you or your colleagues be interested in any of our other project management services, like logistics, for example?

Understanding Th is is how Robbie Taylor’s diary looked before his tw o phone calls. M ake any necessary ch anges to it.

Tuesday

W ednesday

9 a.m.

10 a.m.

11 a.m.

Gerhard Schm idt, Hipax, Berlin

11 a.m.

12 p.m. 2 p.m.

12 p.m.

3 p.m.

2 p.m.

Sabine Geriand, Q u id d e stra sse 14

3 p.m.

4 p.m.

5 p.m.

Saying it accurately Q

Com plete the sentences w ith w o rds from the box. spell

confirm

forw ard

teleconference

check

better

I’m just ringing t o …………………… our appointm ent for Friday m orning at 9 a.m. 2 Can I ju s t the address? 1

3 Could y o u …………………… that for me? 4 That’s not a problem. Would Thursday afternoon b e …………………… for you? 5 Would it help if I arranged a ……………………..? 6

I lo o k ……………………. to seeing you then.

Section 2: Telephoning

i 25

Match the sentences on the left w ith those on the right that have a sim ilar purpose. Follow the exam ple.

1 I’m just ringing to confirm our appointm ent for Tuesday afternoon at 3 p.m. 2 Can I just check the address? 3 No problem. W ould Tuesday afternoon be more convenient?

A Could you just confirm where

your offices are? В Shall I organize a telephone

conference? С I’m just calling to check that it’s still convenient for us to meet on Friday at 10 a.m.

4 W ould you like me to arrange a telephone conference?

D Can I interest you in any other

5 Would you be interested in any of our other services?

services that we provide? That’s fine. How about Friday m orning instead?

Saying it clearly

О и

Listen to the five sentences on the right from Saying it accurately 2.

I’m just calling to check that it’s still convenient for us to meet on Friday at 10 a.m. * Note how the speaker’s voice goes up, even when it is not a question.

Listen again to the sentences and repeat them.

Saying it appropriately

‘ 31 ’

W hen your business partners contact you regarding an appointm ent, rem em ber to be polite, fle xib le and to respond to their needs. Your phone is rin gin g. Listen to fo ur sentences from the sam e conversation. Play the audio CD to start. W hen you hear the beep, pause and respond, ch o osin g a suitable answer. 1 A Fine, thanks. And you?

I’ve had better days. And you? С I w oke up with terrible backache and it hasn’t really lifted even though I’ve taken lots of painkillers. And you? 2 В

A That’s a shame. Never mind, maybe some other time. В С

No problem. W ould Wednesday be more convenient? Oh really? It’s just that I’m really busy next week and that’s the only time I’m free.

3 A В С Speaking

Well, maybe we’ll leave it till she gets Does she really need to be there? I see. W ould you like me to arrange a

back. telephone conference?

UNIT б | Confirm ing or rearranging appointments 4

Excellent, I’ll email you with the details. Would you be interested in any of our other services? В I look forward to seeing you on Tuesday, then.

С Can I just check the spelling of that?

Get speaking

О п 32

You are the custom er relations m anager for M arlow Construction. Look at tw o o f your diary entries fo r next w eek and then m ake the phone calls to confirm yo u r appointm ents. Play the audio CD to start. W hen you hear the beep, pause and respond.

Wednesday 10 a.m.

Thursday

3 p.m.

Giovanni Fabro, 4 0 Findon S tre e t – d is c u s s W estdene H o sp ita l building co n tra ct J o y Lee, 2 0 So u th Road – update on Queen’s Hotel building project

The call to G iovanni

1 Greet him, say w ho you are and where you work, and ask how he is. 2 Respond to Mr Fabro’s question and explain the reason for your call. 3 Check that you have the correct address. 4 Ask him to spell it for you and make notes accordingly. 5 Thank him and end the call politely. The call to Jo y

6 Greet her, say who you are and where you work, and ask how she is. 7 Respond to Ms Lee’s question and explain the reason for your call. 8 Respond appropriately and suggest an alternative time to meet. 9 Respond appropriately and end the call politely.

О 0 33

Th in k about yo u r w orkplace. You have a m eeting booked on M onday at 4 p.m. w ith Valerie A u gu ste. Play the audio CD to start. W hen you hear the beep, pause and respond. Rem em ber to be flexible, su g g e stin g an alternative tim e or a telephone conference w here appropriate. You start.

Cultural note When making or receiving a business call, you may be expected to engage in some small talk at the beginning of the conversation. Look again at Robbie Taylor’s two conversations to see how he makes his telephone partners feel at ease by using the phrase How are you? The answer should be brief and positive (even if this is not, in fact, the case), for example, Very well, or I’m fine, thank you. You may wish to reciprocate by asking, A n d you?

Section 2: Telephoning

i 27

Making a complaint on the telephone I’m afraid I need to make a complaint.

USEFUL TIPS: When making a complaint, keep the follow ing points in mind: • Make sure you are speaking to the person who is in a position to help you. Ask questions to check who exactly you are talking to and take notes. • Stay as unemotional as possible. Blaming the person you are calling will not help. Separate the problem from the person. Be firm, but polite. • State the problem clearly and calmly. Include as much relevant detail as possible, including names, times, places, previous contacts, and so on. • State exactly what you want the person you are calling to do. • Check when you can expect results/feedback from the person you are speaking to.

Conversation A ndrea K in g is p h o n in g A lp in e Executive Events to m ake a com plaint. Receptionist: Alpine Executive Events Ltd, London. Priti Makesch speaking. How can I help you? Andrea K: R AK R George M: AK

Good morning, my name is Andrea King. I’m the HR manager for Carabella Hotels. Could 1speak to your supervisor, please? Can 1ask what it’s regarding? 1need to make a complaint. I’ll just put you through to Mr Mendip. One moment, please. Good morning, Ms King. How can 1help? Good morning. Could you tell me your name and position, please?

Of course, my name’s George Mendip and I’m responsible for customer relations.

AK GM

Thank you, Mr Mendip. I’ll just make a note of that. 1hope you can help me. I’m currently attending your team-building training course in Wales with a team of our managers. The ‘Big T’ course. Very popular.

Well, I’m afraid I’m not satisfied with the performance of your trainer, David Llewellyn.

Oh dear. What seems to be the problem?

He’s very unhelpful and doesn’t explain himself properly.

How do you mean?

Well, he talks extremely fast and makes all the instructions very complicated. And if you ask him a question, he just says he’s already explained it. 1tried to talk to him about the problem, but he didn’t take me seriouslv at all. The situation is entirely unsatisfactory.

1see… Well, I’m sorry to hear that, but I’m not sure what 1can do.

Speaking

UNIT 7 | Making a com plaint on the telephone AK

I’d like you to telephone Mr Llewellyn immediately and explain that we want much clearer explanations and support for tomorrow’s tasks.

Well, OK, I could give him a ring.

AK GM

And could you let me know when you have spoken to him, please? Yes, I will.

When will you get back to me? Do you have my number?

I think so… Yes, I do. I’ll get back to you by, urn, the end of today.

Many thanks. I really appreciate your help on this. Not at all.

Understanding Match the fo llo w in g strategies to the co rresponding sentences from the telephone conversation.

Confirm when your expectations will be met. Make sure you’re speaking to the person who can help you. Set out your expectations to solve the problem. State your complaint.

Strategy

Sentences from the telephone conversation

• Could I speak to your supervisor, please? • Could you tell me your name and position, please? I’ll just make a note of that. • I need to make a complaint. • I’m afraid I’m not satisfied w ith… • I’d like you to… • Could you let me know when you have… ? • When will you get back to me?

Saying it accurately Q

U nscram ble the w o rds to form sentences to use w h en m aking a com plaint.

1 this product / satisfied / I’m sorry / with / not / to / I’m / that / say 2 appears / this product / with / problem / There / to / a / be 3

not / all / this service / I’m / with / at / happy Section 2: Telephoning

i 29

4 seem / concerns / to / regarding / There / be / some / this / product 5

replace / Please/you / could / it

6 today / ensure / you / replacement / that / sent / the / W ould / is 7 email / me / sent / when / W ould / has been / be / to / able / you / it 8 can / you / expect / 1/ When / hear / to / from

Underline adjectives that m ight be useful fo r m aking a com plaint and describing a product or service.

dam aged defective delayed disappointing tolerable В

poor passable high quality inadequate mediocre

so-so indifferent unacceptable unprofessional unreasonable

unsatisfactory unsuitable

Rank these adverbs according to how forceful th ey m ake a com plaint.

The situation is entirely unsatisfactory, (forceful) The situation is som ew hat unsatisfactory, (not so forceful)

absolutely altogether considerably

quite rather slightly

somewhat totally utterly

extremely

completely

very

entirely

U sing the prom pts, m ake com plaints and set out yo u r expectations as to how each problem can be resolved. Follo w the exam ple.

conference venue (forceful complaint) I ’m n o t at all happy w ith the conference venue because it’s entirely inadequate for our needs. Please could y o u find an alternative venue right away? 1 latest sales figures (not so forceful) 2 latest delivery (forceful) 3 budget for the new project (forceful)

4 accounts system (not so forceful) 5 new catering company (forceful)

Saying it clearly О

Speaking

Listen to these forceful com plaints, n otin g the syllable stress.

It’s absolutely unacceptable.

4 It’s entirely unsuitable.

2 3

It’s altogether unreasonable. It’s com pletely unprofessional.

5 It’s utterly inadequate. 6 It’s totally unsatisfactory.

UNIT 7 | Making a com plaint on the telephone Q

Listen again to the sentences and repeat them.

Saying it appropriately

О D

О В

It’s ve ry im portant that you rem ain calm w h en m aking a com plaint. Do not blam e the person you are speakin g to. Listen to the fo llo w in g speakers and decide w h ether th eir com plaints are phrased appropriately or inappropriately.

speaker 1 speaker 2

appropriately

inappropriately

appropriately

speaker 3 speaker 4

appropriately appropriately

inappropriately inappropriately

speaker 5

appropriately

inappropriately inappropriately

Listen to the com plaints, now phrased appropriately, and repeat them.

Get speaking

О 38

You are the CEO o f a sm all firm , Rickm ans and Co., and you have been badly let dow n by yo u r IT sup p ort com pany, Letterm ans International, so you telephone to com plain. First, read about the problem and your proposed solution. Then play the audio CD to start. W hen you hear the beep, pause and respond. The problem

Lettermans have recently installed new IT systems, which your employees are finding very difficult to master because they received insufficient training. Also, Lettermans agreed to provide a 24-hour support line and this has proved unreliable. Your proposed solution

You w ould like Lettermans to provide additional training for employees and ensure that their support line is staffed 24 hours a day, as agreed. 1 Explain w ho you are, where you work, and whom you would like to speak to. 2 Explain the reason for your call. 3 Ask for the speaker’s name and position. 4 Make a point of w riting down her name and say that you hope that she can help. 5 Explain the exact nature of your complaint, using an introductory phrase and a suitable adjective and adverb. 6 Explain how she can improve the situation. 7 Ask her to let you know when the problem has been addressed. 8 Check when this will be. 9 Thank her for her help. Section 2: Telephoning

i 31

Dealing with a complaint on the telephone Oh dear, I ’m sorry to hear that.

USEFUL TIPS: When dealing with a complaint, keep the follow ing points in mind: • Let the caller express their complaint. Don’t interrupt, but try to get all the details. Take notes. • Once they have finished complaining, summarize the complaint, clarify any unclear details and show empathy. • Apologize. Do not try to make excuses but provide an explanation if the customer requests one. • State what you are going to do to resolve the situation. • Tell the customer when they can expect results/feedback. • Stay calm with the customer at all times. Separate the problem from the person.

Conversation

О 39

Tony H opps is pho n ing Kelly M asterm an at A rg o n a u t M editerranean Cruises to m ake a com plaint.

Kelly M:

Argonaut Mediterranean Cruises Ltd.

Tony H:

Ah, this is Tony Hopps here. Is that Kelly Masterman, the general manager?

KM:

Speaking.

TH:

Ah, right. Well, you listen here, Ms Masterman. I’ve just arrived home from one of your eastern Mediterranean cruise ships – Queen of the Waves – and I’m not at all happy. I’ve got a whole list of complaints.

KM:

Oh dear. I’m sorry to hear that. Let me just get a pen and I’ll note them down. Right, can you give me the details?

TH:

Well, first of all, we booked an expensive cabin on the outside of the ship. But there was a problem with that cabin and there were no others available on the outside. So we had to have one in the middle of the ship and my wife spent three days feeling really seasick. Then, for the buffet lunch, it was supposed to be an all-you-can-eat buffet, but when we got there at 2 p.m. we found that there were only a few bits of cheese and salad left for us. And then, in the programme for Saturday evening, it said there was a fancy-dress party. So we dressed up, but we found that everybody else was just in jeans and T-shirts. It was so embarrassing!

KM:

Oh, you must have felt terrible!

TH:

Yes, we did. And finally, 1sent my costume to the ship’s laundry to be cleaned and it got lost. That really was the last straw!

KM:

So, let me just recap. In a nutshell, you didn’t get the cabin you ordered, the buffet lunch was finished by the time you got there, the fancy-dress party listed in the programme didn’t take place, and your costume was lost.

TH:

That’s right.

Speaking

UNIT 8 | Dealing with a com plaint on the telephone KM:

Well, first of all, we’re not going to try to pass the buck here, so we would like to apologize to you for these problems. This is what I propose: I’m going to call the ship and see if I can find out what was going on. Can I call you back in 20 minutes?

TH: Urn… yes, that’s fine. Do you have my number? It’s… TH: Tony Hopps speaking. KM: Hello, Mr Hopps. It’s Kelly Masterman here. I spoke to the ship’s first officer. It seems that the porthole in your cabin was broken by the previous passenger and water was coming in. But he apologized for not explaining what the problem was to you. I’m afraid we can’t refund the whole cost of the trip, but we can refund you the extra cost for the cabin that you didn’t have. TH: Hmm, that doesn’t seem much. And my fancy-dress costume? KM:

On our website you can find a document for insurance claims. Send in the form and we’ll deal with that within a week. But, as I said, we are really very sorry for these difficulties. So, we would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for the problems you had. Is that acceptable to you, Mr Hopps?

TH: Well, er, yes, I think that sounds reasonable.

Understanding Kelly M asterman took som e notes during her phone call w ith Tony Hopps. Com plete her notes.

Tony H opps – Queen o f the Waves Com plaints: • cabin p ro b le m s: ………………………………………………………………….. • buffet lunch:

• program me changes: • laundry:

Proposed action: • re fu n d : …………. • insurance claim: • discoun t:

Section 2: Telephoning

Saying it accurately Q

Match the two halves of the sentences, following the example. 1

Could you bear with me for 10 minutes… ^ ——

…gets done by the end of the week.

…for our part in this.

…problem s that you’re experiencing.

I’m terribly sorry for the… ) I can im agine… 1

1 propose that…

I’ll make sure that it… 6 That must… 5

Could you tell me…

1do apologize…

D …have been dreadful. E

…w e offer you some sort of compensation

…exactly w hat happened?

V . > G …w hile I get to the bottom of what went

w rong here? H …that was terrible.

Pu1t the sentences from Saying it accurately 1 in the correct category. as show n in the exam ple.

To show regret/empathy

To find out w hat the problem is 1G

To apologize

To propose a solution/to promise action

Read the telephone conversation again. Find more sentences to add to each o f the categories in Saying it accurately 2.

Saying it clearly

О D 40

Listen to these sentences, noting h ow the key w o rds are stressed to m ake the speaker’s m eaning and intention clear. 1

I’m terribly sorry for the problems that you’re experiencing.

2 I propose that we offer you some sort o f compensation. I’ll make sure that it gets done by the end o f the week. 4 I do apologize for our part in this. 3

Speaking

UNIT 8 | Dealing with a com plaint on the telephone Q

Listen again to the sentences and repeat them.

Saying it appropriately

О D 41

Listen to tw o versions o f this extract from a telephone call and answ er the questions.

Oh dear. I’m sorry to hear that. Let me just get a pen and I’ll note them down. Right, can you give me the details? 1 Which version is more effective, the first or the second version? 2 Which words describe the most effective version? A concerned В distracted С annoyed D apologetic E polite F

О В 42

bored

Listen to the sentences from Saying it accurately 1 and repeat them , co p yin g the appropriate tone.

Get speaking

Оa 43

Ga 44

Listen to fo ur speakers m aking com plaints. Respond to them , using expressions from Saying it accurately 1 and 2. Play the audio CD to start. W hen you hear the beep, pause and respond. You run a catering com pany. Sim ply Delicious Food. Your telephone is rin gin g and com plaints are com ing in. Play the audio CD to start. W hen you hear the beep, pause and respond.

1 Express regret that there’s a problem and find out exactly w hat the person is unhappy about. 2 Express empathy for the problem. 3 Summarize the problem for them. 4 A p ologize for the problem and promise that you will take action on the points raised. 5 Propose a solution and check that this is acceptable for your client.

Propose a more substantial solution and check that this is acceptable.

Respond to the request and finish the call politely.

Th in k about yo u r w orkplace. W hat kinds o f com plaints do you deal w ith on a regular basis? H ow w o uld you respond to them , using at least one phrase from this unit?

Section 2: Telephoning

i 35

Running a face-to-face meeting So, le t’s get started.

USEFUL TIPS: • Go through the agenda at the start of the meeting and check no items are missing. • Ensure good timekeeping during the meeting, making sure that participants stick to the agenda and don’t get sidetracked. • Control the discussion, making sure all participants contribute where relevant and that no one person dominates the whole meeting. • Summarize key decisions at the end of each agenda point.

Conversation Janette is h aving a m eeting w ith her team – Fabian, Lucy, and Tony to discuss the rollout o f a so ftw are program .

Janette: Everybody is here now. So, let’s get started. Now, we’re here to discuss the rollout of the new SAP customer relationship program. You are the people who’ll have to implement it and we need to decide what you need for the rollout. So, let’s look at point number one on the agenda: resources. Fabian, would you like to start? Fabian: Right, at the moment there’s a shortage of human resources to… J: .. .so by the time everyone has finished the training course, we should be OK. So, to sum up point number one, we’ve agreed that Lucy will arrange training sessions for the rollout team together with SAP and I’ll talk to Human Resources about finding more SAP specialists. Lucy: Thanks. J: Tony:

Good. Let’s move onto the next point: budget. Tony, that’s your field. Well, I’m afraid that we have a very limited budget for this project, which means that we really have to be imaginative about how we allocate resources…

F: …Does that mean training will be cut? Because look at the problems we had last year with the database. I spoke to Billy West in the data centre and he said that there was a problem with the — J:

Can I stop you there, Fabian? Let’s not get sidetracked. Let Tony tell us what exactly is planned and then we can…

…the meeting has been very useful. We all have our action points to deal with and we know the next steps. How does everybody feel about that? Fine. OK. Good.

T, L, and F: J:

Speaking

Great! So, that wraps up everything for today. Thanks very much for all your ideas. Anybody want to go to lunch?

UNIT 9 | Running a face-to-face meeting

Understanding Look again at the approaches outlined in Useful tips. W hich tips does Janette fo llo w ? U nderline the relevant parts o f the d ialo gu e and note the tips she uses in the m argin. W hich tip does Janette not fo llo w ?

Saying it accurately Q

Com plete the sentences w ith w o rds from the box. Note th at in som e sentences, more than one w ord is possible. aim kick point

w elcom e sidetracked th o u gh ts

d ow n begin th in k

m ake see sum

started com ing agenda

start sigh t agreed

fix on up

points agree look

G etting the m eeting started

1 Thank you all f o r ………………… Let’sg e t ……………….. to business. 2

I’m glad you could a l l

it. Perhaps we could make a

I’d like t o ……………… you all here today. Let’s g e t………………..

Setting o ut the aim s o f the m eetin g/go ing th ro ugh the agenda

4 The of this meeting today is t o ………………. next year’s budget. 5 On t h e ……………… today are the fo llo w in g …………….. for discussion. 6

Looking at the agenda, y o u ‘ll…………….. that there are five things to discuss today.

Introducing the first point fo r discussion

7 So, le t’s …………….. a t ……………….. number one. 8 John, w ould you like t o ………………..? 9 Lynn, w ould you like t o ……………… things off? Sticking to the agenda

10 Can you stop there, Paul? Let’s not g e t ………………. 11 Let’s not lo s e …………….. of the main objective here. 12 Shall we m o v e …………….. to the next point? A sk in g fo r contributions from others

13 A n y ……………….on this, Janine? 14 Do we a l l

on this?

15 W hat do y o u …………….. . Simon? Su m m arizin g and concluding

16 OK, that w ra p s …………….. everything for today. 17 So, let’s just summarize the main things w e ‘v e ……………….. 18 So, t o up, we’ve agreed the budget for next year. Section 3: Meetings

Ов

Listen to the sentences to check your answers.

Saying it clearly

Listen to the sentences in Saying it accurately 1 and repeat them.

Saying it appropriately

О о W hen w e w an t to hear from other people at a m eeting and to ge t their 47

opinions, w e use a rising intonation in the voice. Listen to these sentences and repeat them. 1 Any ideas about this, Ellen? *

Do we all think this is a good idea? *

3 Simon, w hat do you think? * 4 Is everyone happy with this, then? * 5 Shall we move on to the next point? * О 48

To stop som eone from d igre ssin g, interrupting, or dom in atin g in a m eeting, you need to be firm yet polite. Listen to these sentences and repeat them . 1 John, I think you’re getting off the point here.

Paula, could we just hear w hat Neil has to say first?

Philippa, could we come back to your point in a moment?

Get speaking Q

You are chairing (m an agin g) a m eeting w ith Rita and Paolo to discuss the plans fo r the upcom ing com pany conference. Here is yo u r agenda.

M eeting to discuss upcom ing com pany conference

Date: 3 March Time: 10 a.m. Attendees: You (chair), Rita Kay, Paolo di Franco A ge n d a

Point one: Programme for the day Point two: Possible locations

Speaking

UNIT 9 | Running a face-to-face meeting You start. Begin by chairing the m eeting, co verin g the first three points. Then play the audio CD and fo llo w the cues.

1 Get the meeting started. 2 Go through the agenda for the meeting. 3

Introduce the first point of discussion and ask Rita to contribute.

4 Say that you like Rita’s suggestion and ask Paolo w hat he thinks. 5 Say that you like Paulo’s suggestion and ask him to come up with some detailed suggestions on this. 6

Move the meeting onto point two on the agenda and ask Rita to contribute.

7 Get the meeting back on track and ask Rita to continue. 8 Say that you like Rita’s idea and ask her to get some prices for you. 9

Summarize the main points of the meeting and the action items and check that they agree.

10 Check if they have anything else to add. 11 Conclude the meeting. W rite an age n d a fo r a m eeting at yo u r w orkplace. H ow w o uld you start the m eeting? Practise aloud and record yo u rse lf if possible, fo r review.

Remember to sound: • positive • interested • keen to hear w hat other people think.

Language note Note the use o f so, right, and well as sign a ls in the m eeting. W hen these kinds o f w o rds are said em phatically, th e y serve to direct the conversation. So, let’s get started.

Right, at the moment… Well, I’m sure everybody…

Cultural note The scope of meetings varies from country to country. For example, in Japan, decisions are not usually made in a meeting between two companies. Rather, meetings are simply a way of exchanging information, which is then discussed internally before a decision is made. In the USA, however, if all the key members of staff are present, a decision may be made there and then. Similarly, etiquette for meetings varies considerably. For example, in Germany a degree of formality is required whereas in Spain, it is not unusual for attendees to speak over each other to get their point across.

Section 3: Meetings

i 39

Negotiating agreement Well, th at’s an interesting proposal, but…

USEFUL TIPS: Successful negotiations usually follow this process:

Conversation

Janette w ants to hire som e specialists from a consultancy com pany for a short-term project to roll o ut a so ftw are p ackage w o rld w id e fo r her com pany. She is m eeting Stuart, a senior partner from the consultancy, to discuss fees fo r their services.

Janette:

And that, basically, is why I called you, Stuart. We don’t have enough SAP specialists for this job ourselves. I see. So, what exactly do you need? We propose that you second us five programmers for customizing the basic SAP package to our needs, two web interface experts to make sure the package is user-friendly and one technical project manager. OK. But we need to talk about fees. They would have quite different daily rates: €650 for a programmer, €875 for the interface specialists and, urn, at least €1,250 for a project manager. Depending on his or her experience. Well, we’d like to keep the bookkeeping easy. So, we’d like to aggregate these daily rates. We suggest that we pay you €700 per head per day. I see. Well, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark.

Stuart: J:

I don’t think we could go along with that. You see, we have very strict budget limits. Hmm… Let’s think about how we can make this work… Another possibility might be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? It makes the administration so much easier. I mean, what’s the downside? J:

I take your point. It’s just a question of agreeing the rate. Right. So, by my calculations if we agree on a daily rate of €750 per head per day, over six months your company will receive… just a second… €772,000.

€750 per head per day for six months. Yes, I think we can live with that.

Excellent! So, now we just need to decide which people will be most suited…

Speaking

UNIT 10 | Negotiating agreement

Understanding Look again at the stages o f n egotiatio n outlined in Useful tips. W rite the stages in the correct place in the colum n on the left.

Stage

Sentences from the conversation

Another possibility m ight be to have tw o rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? We need to talk about fees. Well, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. I take your point. We can live with that. We suggest that we pay you €700 per head per day. If we agree on a daily rate of €750 per head per day, over six months your company will receive €772,000. Another possibility m ight be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? Let’s think about how we can make this work.

Saying it accurately Q

Match the phrases and sentences on the left w ith those on the right that have sim ilar m eanings. 1 We propose that…

I see where you’re coming from. В That’s not going to w ork for us. С Let’s take a closer look at…

We need to talk about…

3 4

I don’t think we could go along with that. Another possibility m ight be to…

I take your point.

We can live with that.

D We can go along with that.

We suggest that… Instead, we could always do…

Section 3: Meetings

i 41

Read the continuation o f Janette and Stuart’s negotiatio n and com plete the sentences w ith expressions from Saying it accurately 1.

J: Of course, (1) the subject of expenses. (2) you cover the travel expenses for all the specialists during their stay. S: Hmm, I’m afraid that (3)………………………………………………….. J: OK, (4)……………………………………………………………split the cost between us instead? S: Well, OK, (5)………………………………………………we pay 20 per cent and you pay 80 per cent. J: No, sorry (6)……………………………………………………….How about we say 50-50 because, as we do most of our work locally, such costs are not built in to our fees. S: Yes, I think (7)…………………………………………. J: Great!

Saying it clearly Q si

Listen to the fo llo w in g sentences, noting how the syllable stress changes w hen the w ord form changes.

1 We’ll present our findings to the client. We’ll be doing a presentation in the board room. 2

We suggest that we increase the budget. That’s a suggestion worth considering.

3 Another possibility might be to hire more staff. Would it be possible to hire more staff? 4 Have you considered the advantages o f temporary staff? I’ll certainly take that into consideration.

Listen to the sentences again and repeat them.

Saying it appropriately 0

W hen n egotiatin g, it is im portant to phrase your proposals politely and respectfully. Com pare the fo llo w in g pairs o f sentences.

We recommend that you give us five programmers. Give us five programmers. We suggest the agreem ent is for a period of twelve months. The agreem ent must be for a period of twelve months. We w ant a 10 per cent discount. We propose that you offer us a 10 per cent discount.

Speaking

UNIT 10 | Negotiating agreement

О0

Listen to the sentences again and repeat the polite ones.

a 53

W hen n ego tiatin g, you m ay w a n t to m ake a positive com m ent on a proposal w ith o u t com m itting yo u rse lf fully. Listen to these sentences and repeat them.

1 Well, that’s a proposal that’s worth considering. 2 We’ll certainly bear that in mind. 3 Well, that’s something that we should discuss further. 4

Right, we’re certainly open to the idea.

Get speaking G

0 54

You are in a m eeting to negotiate a deal w ith a buildin g contractor to renovate yo u r office. Listen to the audio CD to hear their quotation and then fo llo w the cues. W hen you hear the beep, pause and respond.

1 Ask the contractor to clarify exactly w hat that price will include. 2

Reject his proposal as it stands and put forw ard a counter-proposal of $150,000 including materials.

3 Reject his counter-proposal. Suggest $160,000 including materials. Point out the advantages of w orking for you because you plan to renovate all your offices around the country next year and so this project could lead to a lot more work for him in the future. Q

W rite a d ialo gu e based on a n egotiatio n from yo u r w o rk experience. Rem em ber to include all stages o f the process before reaching an agreem ent.

Grammar note Note h ow w e use the first conditional to indicate th at w e are close to reaching agreem ent on a point.

Examples from the text: If we agree on a daily rate of €750 per head per day over six months, your company will receive €772,000.

If we pay their travelling expenses, then they won’t [will not] be out of pocket. If he delivers the product by Friday, then it’ll [will] be on the shelves by Monday. The bank won’t [will not] have any concerns if we guarantee the loan.

Section 3: Meetings

i 43

Assigning action points Who would like to take responsibility fo r this?

USEFUL TIPS: • Ask people to agree to action points rather than simply telling them to do something. • For a general action point, e.g. organizing somebody to look after visitors to a company, offer the opportunity to anybody from the team. It may be seen as attractive, especially if it involves entertaining the visitors. • If the action point is unattractive, such as writing the minutes of a meeting, and nobody volunteers, then ask the most qualified person. If necessary, ask if they can reprioritize other tasks. • Summarize who is responsible for what and when they have agreed to deliver.

Conversation

Janette is h aving a m eeting w ith her team – Lucy, Fabian, and Tony – to discuss the rollout o f a softw are program .

Janette:

…and we need to work together with SAP experts on this if we want to get the rollout to work properly, right?

Lucy, Fabian, and Tony: Yeah. Looks like it. J:

So, we need to speak to SAP about running a training program for all the system users. Could you handle that, Lucy?

Sure, I’ll call Dieter Grossmann.

How soon can you finish the complete training program, do you think?

To train everybody, we’ll need about three months. So, not until the end of September.

Great, now the project kick-off meeting. We all agreed to have it on the twentieth of July but nobody has done anything yet, have they? No, 1thought not. 1know 1haven’t! Well, we need to move fast on that, so Fabian, could you deal with that? Invitations to start with, refreshments, you know. Of course.

When will the invitations be ready, do you think?

I’ll do them this afternoon.

Fine. I’d like to have them out by this evening. Now, next week one of our biggest customers, Dimitri Mischkovic, is coming from Moscow to visit the company. Pie’s arriving on Friday night and is staying here until Wednesday next week. Originally, 1was going to take him out in London at the weekend, but my mother is in hospital. So 1need somebody to take him out, all expenses paid by the company, of course. Who would like to take responsibility for this?

Oh, 1don’t mind. 1mean, if nobody else wants to that is.

That’s OK with me.

Speaking

UNIT 11 |Assigning action points L:

I don’t think my boyfriend would like me going around London with somebody else anyway!

Good, I’ll send you the details, Tony. Now, item number four on the agenda: we are going to be audited.

, F and L: J:

No. Not again! So soon? Yes. Company policy, I’m afraid. I need somebody to write a report on our business activities over the last twelve months. Is anybody interested in doing that? Tony, how do you feel about taking responsibility for that? You have the most experience. Well, it’s a bit difficult, Janette, you know. I’ve got the department meeting to organize and then the budget to do and then Mr Mischkovic.

I could look after Mr Mischkovic for you, Tony.

T: J:

No, I mean, I’m not saying I — Would you mind prioritizing this, Tony? It’s really very important.

T: J:

Oh. Well, I suppose so. Thanks. Can you send me the report by Friday midday? Then you can relax over the weekend with Mr Mischkovic!

Understanding M ake notes abo u t the points agreed upon d urin g the m eeting. Em ployee

Task(s) allocated

Finish date/time

Tony

• Taking care o f Dim tri M ischkovic during

This weekend

his s ta y Lucy

Fabian

Saying it accurately Q

Read these requests and decide in w hich catego ry th ey belong. Follow the exam ples.

• asking for volunteers to complete a task: 1

• allocating a task to a particular person: 2 • determ ining a completion time for the task: 3 1 Would anyone like to put themselves forward for this? 2

Can I leave that with you, Jean?

3 Can you send me that by next Monday? 4

Could you take care of that, Kumiko? Section 3: Meetings

i 45

5 How soon do you think you can finish that? 6

I’m looking for somebody to look after this.

7 Is anybody interested in doing this? 8 Could you deal with that? 9 W ho w ould like to take responsibility for the minutes? 10 is end February realistic as a deadline? 11 When will that be ready, do you think? 12 Could you handle that? 13 Will you be able to get that done by tomorrow? 14 W ould you take responsibility for that, David? 15 Are there any volunteers to do this? fjj

Com plete these requests w ith w o rds from the box. of

fo r

abo u t

w ith

1 Can you take c a r e …………………..that? 2 Is anyone interested …………………..doing this? 3 W ho w ould like to take responsibility………………… this? 4 How do you f e e l………………… doing this? 5 When do you think the report will be re a d y …………………..? 6 Will you d e a l…………………..that for me?

Com plete the conversation w ith questions from Saying it accurately 2.

Janette:

OK, and we also need to decide who is going to prepare the financial statements that the auditors will need to see. ( 1)

Fabian, ( 2 ) ………………………………………………………………………..? Fabian:

I suppose so.

J: F:

Great, thanks. ( 3 ) ……………………………………………………………? W ould first thing Monday m orning be OK?

Perfect, so, m oving on…

Saying it clearly Г \ l|

Listen to the requests in Saying it accurately 1 and repeat them .

Note that in the Yes/No questions, the intonation goes up and in the Who/How/When questions, the intonation can go down. Can you I leave that with you, Jean? *

How do you feel about taking responsibility for that? ^ Remember to stress the key syllables and words. When will that be ready, do you think? 46

Speaking

UNIT 11 |Assigning action points

Saying it appropriately

О D 57

W hen m aking a request, it is im portant to sound polite. Listen to six sentences from Saying it accurately 2 and decide if the requests are phrased politely or im politely.

1 Can you take care of that? Is anyone interested in doing this? 3 W ho would like to take responsibility for this? 4 How do you feel about doing this?

impolitely

5 When do you think the report will be ready by? 6 Will you deal with that for me?

impolitely

politely politely

impolitely

politely

Ов

impolitely impolitely impolitely

politely politely politely

Listen to the sentences, now phrased politely, and repeat them.

Get speaking Q

You are in a project team m eeting w ith five colleagues. A sk your co lleagues to do the fo llo w in g tasks. If possible, record yo u rse lf for review. Task

Person

Com pletion date/tim e

1 W rite the proposal fo r a new project.

Jessica

By Friday

Source sam ples fo r the new com pany logo.

Chris

By the end o f the month

Prepare a quotation fo r a potential new client, M illw ood and Co.

Ayisha

By next Thursday

W rite an advertisem ent to go in the paper fo r a new office manager.

Dan

By the end o f the day

O rga n ize the purchase and delivery o f the new IT hardw are.

Sophie

By Novem ber

Th in k about yo u r ow n w orkplace. M ake notes o f requests you typically m ake to colleagues. Then practise them aloud.

Section 3: Meetings

i 47

Running a teleconference Hi, this is Lee M ing here.

USEFUL TIPS: • One person should take the role of the facilitator. The facilitator should lay out the ground rules for the meeting at the start and control the participants. Only the facilitator should interrupt another speaker. Otherwise, it can get very confusing. • As with regular meetings, there should be a clear agenda, if possible with strict time limits for each item. • The facilitator should ask people by name to contribute to specific topics. Each speaker should give their name before speaking. • Clarity is essential in a teleconference, so native speakers should aim to speak clearly, for example minimizing the use of difficult idioms, and non-native speakers should ask if anything is unclear. • The facilitator should do a summary of all points discussed at the end of the teleconference.

Conversation Janette is facilitating a telephone conference from London w ith participants from around the w orld, Petra, Carlo, Sanjay, and Lee M ing.

Janette

…so that’s Petra, Carlo, Sanjay. We’re just waiting for Lee Ming and then –

System

Ping\ Speaker five is entering the conference room.

Lee Ming J

Hi, this is Lee Ming here. Great! So, it’s Janette here. Thank you all for participating today. Before we start, let’s just check some ground rules for telephone conferences. Please always give your name first, so that we all know who’s speaking. Also, don’t interrupt other speakers, please. I’ll make sure that we keep the conversation on track and don’t lose any time. Finally, please could you make sure that you speak clearly and just let me know if anything is unclear? OK?

Petra, Carlo, Sanjay, and Lee Ming: Yes. Fine. Good. OK. Right, let’s run through the agenda. First of all we want to look at… J P С J С P S LM

Speaking

.. .the hardware and the software is now being tested and will be ready — But Petra, that’s not the problem at all! We need to know when! Janette here. Sorry Carlo, can you let Petra finish? As 1said at the beginning of the teleconference, just one speaker at a time. Ah yes. Urn, Carlo here. Sorry about that. Could you repeat that, Petra? About the software testing? Petra here. No problem. So it’ll be ready… and w p think that the advantaaes of outsourcina all activities to Mumbai will be much areater if we are working closely with Singapore. Hmm. Lee Ming here. I’m not sure what you mean by ‘closely’.

UNIT 12 | Running a teleconference S:

Sanjay here. Well, we have a lot of software programmers who could quickly develop the products that your people in Singapore design.

Janette here. What do you think about that, Lee Ming?

S and LM

J P and С

Lee Ming here. Urn, well it depends on what the designers are looking for because… …Well, that was all very helpful, I think. So, let me recap our discussion. The next step is for all of us to begin work on speaking with all the key suppliers in Mumbai… …and when that’s finished, the project will be over. Is that acceptable to you, Sanjay and Lee Ming? Yes. That’s fine. And how about you, Petra and Carlo? Any questions? No, I’m happy. Sounds good. Excellent! Then, I think that’s enough for today. We have another meeting scheduled for…

Understanding A secretary took som e notes fo r the m inutes. Com plete her notes.

A t the s t a r t Ja n e tte laid out ground rules. Sh e asked speakers to:

……………………………… in te rru p te d …………………………………. when she was talking about softw are testing. ……………………………….a s k e d ………………………………….to clarify what he m eant by working ‘c losely’ together.

Everyone agreed on an action point to s t a r t d is c u s s io n s with

A noth er teleconference is booked.

Saying it accurately Put these sentences from the b e g in n in g o f a teleconference in the correct order.

[

] Before we start, let’s just lay out some ground rules for telephone conferences. ] Finally, just let me know if anything is unclear. 1]

] Firstly, please always give your name first. So, it’s Karen here. ] Right, let’s run through the agenda. ] Secondly, don’t interrupt other speakers, please. ] Thank you all for participating today. ] Thirdly, please could you make sure that you speak clearly?

Section 3: Meetings

Complete the sentences with words from the box. finish 1 2

com e

interrupt

sorry

speaker

finished

there

let

Excuse me, may I ……… …. you there? Sorry Hans, let Zara

Excuse me, I’m …………. . to interrupt, but… O n e ……………at a time, please. 5 Sorry, can I ……………in here? 3

4 6

Sorry Kim, can I stop y o u ……………?

Fabrice, I don’t think Chris h a s ……………yet. Gill, please could you ………… A lex finish?

Match the tw o halves o f these questions used to ask fo r clarification and repetition.

Sorry, but I don’t… 3 Sorry, but I didn’t quite catch that. Could you…

…I missed that. Could you say it again, please?

…quite follow you. Could you repeat what you just said?

Sorry, I’m afraid…

Excuse me, but I’m not sure…

…w hat you meant by that. W ould you mind repeating it?

D …run that by me one more time?

1 2

Saying it clearly О 60

□

Listen to tw elve sentences from Saying it accurately 1, 2 and 3 and repeat them.

Note how the speaker’s intonation goes dow n when introducing a teleconference, interrupting politely and dealing with interruptions, but up when asking for clarification and repetition.

Before we start, let’s just check some ground rules for telephone conferences. ^ Fabrice, I don’t think Chris has finished yet. ^ Sorry, can I come in here? * Excuse me, but I’m not sure what you meant by that. Would you mind repeating it? *

Saying it appropriately

О 61

Speaking

Listen to these fo u r requests, deciding w h ether the speaker sounds polite or im polite.

UNIT 12 | Running a teleconference 1 Please always say your name first. 2 Begin by saying your name, please. 3 4

О0

impolite

polite

impolite

polite polite

impolite impolite

Please don’t cut in on people. Please don’t interrupt other speakers.

polite

Listen to the requests, this tim e said politely, and repeat them .

Get speaking Q

You are the facilitator at a m eeting in Berlin w ith the fo llo w in g participants:

Kazum i from Japan

Pierre from France

Emin from Turkey

Jake from the USA

Introduce yourself, w elcom e the participants, and lay out the ground rules fo r the teleconference.

О0 63

The m eeting is underw ay. Play the audio CD to start. W hen you hear the beep, pause and respond. Use the prom pts belo w to interrupt appropriately.

1 Interrupt politely and deal with Emin interrupting Pierre. 2 Interrupt politely and ask Jake to clarify w hat he means and not to use idioms. 3 Interrupt politely and ask Pierre to repeat w hat he said. 4

Interrupt politely and ask Emin if he agrees with the suggestion.

5 Interrupt politely and remind speakers not to talk at the same time. Q|

Im agine that you are facilitating a teleconference fo r a project team at yo u r w orkplace.

First, make notes on: • how you are going to start the meeting • w ho is at the project team meeting • the purpose of the meeting. Then start the teleconference with an introduction to the meeting: • introduce yourself • welcome the participants •

lay out the ground rules

• go through the agenda.

Section 3: Meetings

Presenting a product or service I want to tell you today about…

USEFUL TIPS: When presenting a product or service, an effective way to convince your audience is to follow the FAB approach: • Feature: highlight the features of the product or service you want the audience to focus on. • Advantage: show how these features make the product or service better than its predecessors or competitors. • Benefit: show how this product or service will improve the user’s life. This approach can be grouped into a three-step presentation structure: 1 Introduction: summarize what you are going to tell the audience. 2 Main body: tell them. 3 Conclusion: tell them what they should do next.

Conversation

’*64*’ Steve:

Steve Dunn, sales representative fo r Com pix Inc, is presenting a new Custom er Relationship M anagem ent (CRM ) piece o f so ftw are called iCustomer. Well, good afternoon, ladies and gentlemen. I’m Steve Dunn and I want to tell you today about Compix’s new CRM application for your iPhone, the iCustomer. Firstly, I’ll demonstrate exactly what this software is capable of doing. Then, I’ll outline the advantages this has over conventional CRM systems. Finally, I’ll show you how this can help boost the productivity of your salesforce significantly. So, first of ail, as a salesman I can tell you what we all want is up-to-the-minute information about our customers. iCustomer links your salespeople directly with your central customer database so that at any time they can check what exactly the… …without any time lost. Moving on to my next point, what are the advantages of the real-time information provided by iCustomer over other CRM systems? Well, it means that for the first time ever your salespeople always have up-to-date details about your customers. Current credit ratings for example, any problems with recent orders or maybe a new special offer that headquarters wants… …of course, because it has a phone function. So, finally, what are the real benefits for your salespeople? Two words: increased productivity. Our research shows that salespeople are able to make at least 15 per cent more customer visits per week, leading to an increased sales volume of up to 30 per cent and that’s not all. With… In conclusion, if you commit to using iCustomer, we are offering a free consultancy service for your business. Our experts will visit your company and… Thank you for listening. If anyone has any questions. I’d be happy to answer them.

Speaking

UNIT 13 | Presenting a product or service [ustomer: Steve:

Yes, I do. Do you provide software training for users as part of the package? I’m pleased that you asked that question. We don’t provide training ourselves, but our sister company is responsible for that and I’m sure we could discuss ways that we could incorporate that into the package…

Understanding Steve fo llo w s the FAB approach outlined in Useful tips. Listen again w ith o u t reading and tick the features, advantages, and benefits of iCustom er that he m entions.

^ l1

Features

iCustomer allows your customers to place orders directly with the company. В iCustomer provides a link between salespeople and customers’ data.

iCustomer provides a link between salespeople and suppliers.

A d va n ta ges

A Your salespeople always have current inform ation about customers. В

It’s cheap and easy to install.

It’s more user-friendly than any other system.

Benefits

A You will save money. В You will produce a better product. С

Your salesforce will be able to sell more products.

Saying it accurately Q

Steve go es on to present another n ew product, the Top-spy A nti-virus System 4 (TAS 4). Reorder the extracts from this presentation fo r a new security system so that it fo llo w s the FAB approach.

By installing TAS 4, you will save time and money by protecting your computers against viruses. 2 It’s well worth upgrading to TAS 4 because of its low RAM or memory usage compared to previous versions. Consumer surveys have also shown it to be more reliable than other systems currently available. 3 TAS 4 is a comprehensive Internet security system including a firewall and antispyware. 1

Section 4: Presentations and conferences

Match Steve’s phrases or sentences on the left w ith those on the right th at serve the sam e purpose. 1 2

I w ant to tell you today about… Firstly, I’ll dem onstrate… Then, I’ll outline… Lastly, I’ll show you…

3 Moving onto my next point, … 4 W hat are the advantages of…?

First of all, I’ll… Next, I’ll… And finally, I’ll…

В Let’s look now at… С My talk today is about. D Please feel free to ask questions.

In conclusion,…

If anyone has any questions, I’d be happy to answer them.

E To sum up,…

I’m pleased you asked that question.

G W hy is this important?

That’s a good question. Because…

Com plete Steve’s presentation u sing phrases from Saying it accurately 2.

………………………………………………………..Telesmart, a new communications package we’re offering to our loyal customers…………………………………………. demonstrate how it w orks……………………………………….. outline the advantages compared to other packages available ………………………………………….show you how it can benefit your business… …w hich means that you can combine all your business communications in one single package………………………………….Because it is much more straightforw ard than having a number of different providers for each service…………………………………………… how much money this can save you every year… …and s o ,…………………………………….. Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you.

Saying it clearly

Оn

Listen to an extract o f Steve’s presentation in Saying it accurately 1.

Note how Steve’s intonation is varied, which makes the presentation interesting to listen to. He also emphasizes important words, such as product name and features, advantages, and benefits. TAS 4 is a com prehensive Internet security system including a firewall and antispyware. Q

Speaking

Listen to Steve again. Repeat the sentences, using the sam e em phasis on key w ords. Pause w h en you need to.

UNIT 13 | Presenting a product or service

Saying it appropriately

О и

The w a y you deliver your presentation is alm ost as im portant as w h at you say. Listen to sentences from the presentation in Saying it accurately 3. Tick the statem ents th at are true about the speaker’s style o f delivery. 1 The presenter sounds confident and self-assured.

2 She sounds nervous and uncomfortable. 3 She sounds bored when talking about her product. 4

She sounds passionate when talking about her product.

5 The presentation is slow and boring. 6 The presentation is well-paced and easy to follow. 7 The presentation is rushed and hard to follow. Listen again to the presentation and repeat it.

Get speaking □

Steve had to pull o ut o f the presentation at the last m inute and he gave you his notes abo u t iCustom er and TAS 4. Deliver his presentation o f the tw o products, using the notes below. Include phrases from the unit. If possible, record yourself for review. Com pare your presentation to Steve’s. Product

Features

A d van tages

Benefits

iCustomer

It provides a link between salespeople and customers’ data.

Your salespeople always have up-todate inform ation about customers.

Increased productivity: salespeople can make 15 per cent more customer visits per week and 30 per cent more sales.

TAS 4

A comprehensive Internet security system including firew all and antispyware.

• low RAM compared to previous versions. • consumer survey showed it to be more reliable than other systems available.

You will save time and money by protecting computers from viruses.

Com plete this table w ith the features, advan tages, and benefits o f a product or service from your line o f w ork. Then deliver your presentation. If possible, record it fo r review. Product/service

Features

A d va n tages

Benefits

Section 4: Presentations and conferences

i 55

Working on a stand Would you be interested in fin ding out more about this?

USEFUL TIPS: When working on a stand, ask questions rather than simply presenting products. This will give the stand visitor the feeling that the focus is on their interests and needs. • Find out what business the visitor is in and who their customers are. • Find out what their customers want. • Find out what would make the visitor’s life easier and suggest ways to help them achieve that goal.

Conversation

О 67

Amanda

Colin

Amanda is a salesperson for Compix Inc, a software development company. She is on the stand at a computer industry trade fair in Los Angeles. Hi there. Can 1help you? What? Oh me? 1was just looking at some of these brochures.

Well, I’m Amanda.

Ah. I’m Colin.

What field of business are you in, Colin?

I’m a specialist publisher. 1don’t really know much about computer software and hardware, I’m afraid. 1publish books about stamp collecting.

Reallv? Who are vour customers?

Well, different types of people. Children, teenagers, adults, people who have retired… mostly male, of course.

1see. And what are your customers looking for?

Well, information and books about stamps. Particularly prices, trade fairs or articles about the history of particular stamps.

OK… but what are the challenges you face in reaching them?

Well, there are lots of stamp collectors, but they’re all over the world. It’s very hard to reach them so it’s difficult to sell my company’s books. Normal bookshops won’t take them. So 1put advertisements in stamp magazines, but that’s expensive.

Of course. Well, would you be interested in something to help you reach a worldwide audience, 24/7?

Using the Internet, 1suppose 1would. But 1don’t know anything about programming.

Ah, but what would you think about a tool that does that for you? A tool that lets you just upload the documents that you want into a template? And one that also saves information about customers so you can…

…but that’s really very interesting. So you think that a free newsletter would help my business?

Speaking

UNIT 14 |W orking on a stand

Definitely. At Compix, we have one that we send to our customers every quarter with information about new developments in the industry. In fact, can I add you to our mailing list?

Hmmm, well yes, of course.

Great! Can you give me your card? Then I have all your details and I’ll make sure that you are kept up to date on what we’re doing…

That sounds great. Can I take one of these demo software packages?

Unfortunately, I’m afraid I can’t give you one today. I’m so sorry about that. But I can send you one.

OK. That’s better. That way I don’t have to carry it around with me all day.

Understanding Amanda made some notes follow ing her conversation with her potential customer, Colin. Complete her notes with the missing information.

Colin

Name: Field of business: Customers: Customers looking for: Challenges:

Add to mailing list?

Yes/No

To do:

Saying it accurately Q

Using the prompts, make questions to find out more about a potential customer. 1 W hat / line of w ork / in? ……………………………………………………………………….. 2

W hat / involve / exactly?

………………………………………………………………………..

3 W hat sort / customers / have? ……………………………………………………………….. 4 W hat / your customers / w ant? ……………………………………………………………… 5 W h a t/h e lp you / help your customers? ……………………………………………….. 6 0

W hat / issues/face in your line of work? ………………………………………………

Match the questions in Saying it accurately 1 to the follow ing answers. A Com petition and rising food prices are our main challenges. В С

I own a small catering business. It would help if we could set up a better way of com m unicating with our customers so that we can make sure that they are satisfied and use their feedback to improve our performance.

D Mostly large companies. E They w ant us to supply a high quality product for a fair price. F

We supply food and drink to conference venues around the country. Section 4: Presentations and conferences

Kay works in marketing and is having a meeting with a potential customer, Jon. Number the sections of the conversation in the right order, 1-15. Kay: Well, w ould you be interested in hearing more about our website design service to publicize w hat you do? Kay: Hello Jon, nice to meet you. First of all, w hat line of w ork are you in? Kay: And w hat does that involve exactly? Jon: I’m a surveyor. Kay: W hat sort of customers do you have? Jon: Yes, I would. Kay: Here’s some more inform ation on that then. And can I add you to our m ailing list? Jon: Well, I carry out valuations and building surveys on properties for clients. Jon: That sounds like a good idea. I think it would be useful to keep up-to-date with any new m arketing ideas. Kay: W hat challenges do you face in your line of work? Kay: And w hat do your customers w ant from you? Jon: Hello Kay, I’m Jon. Jon: We find it hard to get our message out to new clients w ithout spending lots of money on advertising. Jon: Mainly small businesses or private purchasers. Jon: They are looking for a professional service that is delivered promptly and is good value for money. (j^j) Q j

Listen to the conversation to check your answers.

Saying it clearly Q

Listen to the questions from Saying it accurately 1 and 3. Remember how the questions that have a Yes/No answer go up and questions that start with wh- words can go down.

What sort o f customers do you have? * Would you like me to show you our new product? * j|^j| 0 69

Listen again to the questions from Saying it accurately 1 and 3 and repeat them. _________________

___________

_____

_______

Grammar note When form ing questions, invert the subject and the auxiliary verb. Examples from the text: Can I help you with anything in particular? What field of business are you in? Would you like me to show you a tool that does that for you?

Speaking

UNIT 14 |W orking on a stand

Saying it appropriately O

OB Q

Listen to three people on a stand w ho are trying to generate interest in a new product. Match the speakers to the descriptions. speaker 1

A pushy and aggressive

speaker 2 speaker 3

В assertive and excited about their product С shy and bored

Which speaker is likely to generate the most interest in the product and w hy? Listen again to this speaker and repeat w hat is said. Sometimes on a stand, you cannot do w hat a customer w ould like.

C: Can I take one o f these demo software packages? A: Unfortunately, I’m afraid I can’t give you one. I’m sorry about that. When you apologize, it is important to use the right phrase and to sound apologetic. Listen to these apologies and write in the missing words.

OB 71

I’m ………………….. sorry but I haven’t got any brochures left.

Unfortunately, I forgot to bring my business cards. I d o …………………….

I’m

I can’t help on you on this. I’ll ask a colleague.

Listen to the apologies on the audio CD and repeat them. Make sure you really do sound apologetic.

Get speaking

You w ork for a technology company on a stand at a trade fair. Start a conversation with a potential customer. Play the audio CD and follow the cues. You start with the first question. 1 Ask him if you can help. 2

Ask him w hat line of w ork he is in.

Ask him w ho his customers are.

Ask him w hat his customers want.

Ask him w hat challenges he faces.

Ask him if he would be interested in hearing about a new video link teleconferencing system that would allow him to have meetings with customers around the world.

Section 4: Presentations and conferences

I 59

Closing a sale We only have this offer fo r a short time.

USEFUL TIPS: When closing a sale, frame the sales pitch as an open question so that, if the customer has any questions or objections, it is still possible for the salesperson to respond. Once the request has been made, be quiet and let the customer decide! These are three possible styles for closing a sale: • Hard close: assume that the customer wants to buy the product/service and ask for quantities or delivery dates. • Emotional close: point out to the customer the advantages of having the product or the disadvantages of not having it and appeal to their emotions. • Urgent close: tell the customer that the product is only available for a short time due to scarcity, or that the price will soon rise.

Conversations Amanda and Steve from Compix Inc are talking to four different customers at a computer industry trade fair in Los Angeles about a new gadget from their company, a hand-held product scanner. 1 Amanda:

Customer:

.. .really does the job, so with our PriceChex product scanner, you just scan the price tag of any product in a shop and it does an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99! Wow! That is so cool! But I want to have a look around at the other stands first and then —

Sure. I understand. But I should tell you, we only have ten of these items here at the trade fair…

Ah, urn, I see. And how much did you say it cost? 2

Steve:

…software performs an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99!

That could be very useful for my team.

Definitely. So, how many can I put you down for?

Urn, I’m not quite sure. Well, I think I’ll take two for now and try them out with…

3 A:

…But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99!

Really? My brother is always driving me crazy telling me how I paid too much for something.

Speaking

UNIT 15 |Closing a sale A:

Sounds like my mother-in-law. Just think. What will you feel like when you can scan something he’s bought and then tell him he could have got it 50 per cent cheaper somewhere else?

That would be awesome! OK, I’ll take two and I’ll give him one for his birthday…

4 S:

…It can also tell you where you can buy it cheaper! And it only costs $49.99!

I see. I need to think about it. I’ll come back tomorrow.

No problem. Only I wouldn’t want you to be disappointed. The PriceChex is only available at this price today! It’s a special promotion for the trade fair ODenina…

Oh dear! Well, could I reserve one and come back in a few minutes?

Understanding Which style of close – hard, emotional, or urgent – is being used by the seller in each conversation? c o n v e rsa tio n 1 : ………………………………………………………….. c o n v e rsa tio n 2 : ………………………………………………………….. c o n v e rsa tio n 3 : ………………………………………………………….. c o n v e rsa tio n 4 : ………………………………………………………….

Saying it accurately D

Unscramble these words to make sentences that you could use when closing a deal. 1 it’s / d o / in sta lle d / yo u / H o w / t h in k / lo o k / w ill / it / w h e n ?

put / many / you / can / for / down / How / 1

? 3 available / today / at / only / It’s / this / price 4 start / Shall / p a p e rw o rk /w e /th e

? 5 offer / tim e / for / have / only / this / short / a / We 6 six / stock / only / this / left / in / item / We’ve / got / of 7 see / W hat / people / it / say / will / when / they 8

in / you / it’s / W hat / feel / when / will / like / place

? 9

sta rt/y o u /W h e n / lik e / w o u ld / to

Section 4: Presentations and conferences

Look again at the sentences from Saying it accurately 1 and decide in which category they belong. Follow the example. a hard close: an emotional close:

an urgent close:

Saying it clearly Q

Listen to these three sentences and read the follow ing notes. Hard close: How many can I put you down for? Emotional close: What will you feel like when you can see it in place? Urgent close: It’s only available at this price today. Note also how the speakers stress the emotional and urgent words in their sentences to reinforce their style of close.

Listen again to the sentences in Saying it clearly 1 and repeat them, using the same stress and intonation.

Saying it appropriately (j^

Listen to the follow ing sentences from Saying it accurately 1. Note how the speaker uses a determined, business-like tone of voice to make a hard close. Note how the speaker sounds friendly when empathizing with the listener during an emotional close. Note how the urgency can be detected in the speaker’s tone of voice when they are m aking an urgent close.

Listen again to the sentences from Saying it accurately 1 and repeat them, using the same tone.

What mistakes do these sellers make? What should they have said instead, to stand a better chance of closing the deal? See Useful tips for hints. 1 Seller: It’s a great opportunity. Do you w ant it, yes or no? Customer: No. Seller’s m istak e :…………………………………………………………………………………………….. Seller should have s a id :………………………………………………………………………………… 2 Seller:

Speaking

Would you like to take the offer now, or do you w ant to think about it?

UNIT 15 |Closing a sale Customer: I’ll have a think about it and get back to you. Seller’s m ista k e :……………………………………………………………………………………………. Seller should have s a id :……………………………………………………………………………….. 3 Seller:

How many can I put you down for? It really is a great opportunity. And not one that comes along very often. In fact, I can’t remember when we offered a better price on this. And we’ve been inundated with requests. Very high level of demand, which means that there m ight not be much stock left. And so it w ould be good if you could Customer: Sorry, I’m late for my next appointm ent. I’ll get back to you. Seller’s m ista k e :…………………………………………………………………………………………. Seller should have s a id :……………………………………………………………………………….

Get speaking Practise closing sales using the strategies outlined below. Follow the example. Example: 1. We have a special offer on this. The 24-hour call-out feature is included in the basic package at no additional cost. But we only have this offer for a short time. Product/service

Price/features

Closing style

1 IT support service

There is a special offer for limited time only. A 24-hour call-out feature is included in basic package at no additional cost.

urgent

2 Catering for company conference

The price is £8.99 per head for a full buffet.

hard

3 New office furniture

€10,000 will cover the supply of handmade Swedish desks and chairs throughout the office.

emotional

4 Audit of company accounts

$10,000 will cover the entire job.

hard

5 Cars for employees

The price is $5,000 per unit when you order more than twenty vehicles. Only fifty vehicles are left, otherwise you’ll have to wait three months for next shipment.

urgent

6 Gym membership for employees

Corporate membership will cost only £30 per month and will be very popular with employees.

emotional

Section 4: Presentations and conferences

i 63

Saying ‘no’ politely Thanks, but I have to say ‘no

USEFUL TIPS: Saying ‘no’ is difficult for many people. It is, however, quite possible to say no without causing offence by adopting these strategies: • Include an apology and, if possible, a brief explanation. • Suggest that saying no is not your personal wish but is imposed by outside circumstances, for example, regulations or another appointment. • Use emphasizers such as really, so, and very with the word sorry.

Conversations

A m anda and Steve from Com pix Inc are ta lkin g to d ifferen t custom ers at a computer industry trade fair in Los A n geles.

1 Steve:

…an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy a product cheaper! And it only costs $49.99!

Customer 1: That could be useful for my team. S: С1

Definitely. So, would you like to make an order straight away?

I’d rather not, thank you. Although it is a nice piece of software.

Exactly! Now, what if I gave you one to take away for yourself and then if you like it you can keep that one but order ten more for your team.

С 1:

I’m really sorry, but that’s not possible. Company policy doesn’t allow me to make that kind of deal.

S: C l: S: С 1:

I see. But let me just show you a couple of extra features that are so cool!

No, I’m sorry, I have an appointment in ten minutes. I don’t really have the time right now. But you really need to see the way this program can slice and dice any information that—

Thanks, but I have to say no. Ah, Terry, there you are, shall we go for that meeting? I was beginning to think that…

Amanda:

…an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy a product cheaper! And it only costs $49.99!

Customer 2:

‘Well, that is interesting. I work for a computer magazine, which specializes in comparing different products.

Speaking

Well, that’s perfect! And as a journalist we can give you a special discount price if you order three licences. You only need to pay $125!

UNIT 16 |Saying ‘no’ politely C2: A: C2:

Unfortunately, that’s just not possible. I’m a freelance journalist so I really don’t need three licences. I understand. But maybe if you wrote a friendly article about us, you could have one licence for nothing.

Sorry, but that’s out of the question. I’d lose my job! We have to keep our independence from the computer industry.

I see. But would it be possible for me to visit your company later this month and maybe I could do a presentation for you and your colleagues?

C2:

Well, thanks, I’ll get back to you on that one. I must go now, but I have your card so I could give you a ring next week, if you like. Now I have to …

Understanding Look again at the strategies outlined in Useful tips. Which strategies do the customers employ when saying no politely? Underline the relevant parts in the conversations and note the strategies used in the margin.

Saying it accurately Q

Complete the sentences with words from the box. rather no

back

sorry possible not time thanks w ork question

1 No, I’m ………………….. 2 Unfortunately that’s just n o t …………………. 3 4

I’m really sorry, but that’s not go ing t o ….. I’m a fr a id …………………..

5 I ‘ d ………………… not, thank you. 6 Thanks, but I have to say …………………… 7 I’m afraid I don’t really have t h e …………….. …. right now. 8 Thanks, I’ll g e t ………………… to you on that one. 9 Thanks, but n o ………………….. 10 Sorry, but that’s out of t h e ………………….. 0

Drewery is trying to sell Jess some office equipment. Complete the conversation using sentences or phrases from Saying it accurately 1. Note that in some places, more than one answer is possible. Drewery:

And so you can see w hat a great offer it is. Shall we sit down and discuss figures?

Jess:

(1)……………………………………………..

I could look at knocking down the unit price if you put in a large order?

Section 4: Presentations and conferences

i 65

(2)…………………………………………… because my m anager has to place large orders. Well then, perhaps you could just order a few samples?

D: J:

(3)…………………………………………… because I’m meeting a colleague at 1 p.m. I w on’t keep you aminute. Just have another quick look. These monitors really are state of the art. And, I tell you what, if you order just five, I’ll throw in an extra free.

(4)……………………………………………………. I’ll give you a ring if we decide to proceed. Goodbye.

Saying it clearly

О D 77

в О в

Listen to d ifferent w a ys o f sayin g no from Saying it accurately 1.

Note how the speakers use a firm tone and how their voices go down to indicate their rejection of the proposal. Listen again to the w a ys o f sayin g no from Saying it accurately 1 and repeat them. Listen to these sentences, noting h ow the sounds betw een w o rds are connected. W hen one w ord ends w ith a con so n ant and the next starts w ith a vo w el, the sounds are linked.

Sorry, but that’s out o f the question. Thanks, but I have to say no. I’m afraid I don’t really have time. Listen to the three sentences again and repeat them .

Saying it appropriately Q

Jean is tryin g to say no to John politely. Choose the m ost appropriate response in each case.

1 John: So, shall I put you down for 100 units? A Jean: No. В Jean: Thanks, but I have to say no.

2 John: Are you sure? This offer is only valid until the end of the day? A Jean: I’m afraid I can’t make any orders w ithout my boss’s

authorization. В Jean: No, I don’t w ant them.

Speaking

UNIT 16 | Saying ‘no’ politely 3

John:

A Jean: В Jean: I’m really sorry, but that’s not going to work. 4

John:

A Jean: В Jean: О

W hen sa yin g no politely, you need to sound sincere. Listen to the fo llo w in g speakers and decide w h o is using an appropriate tone.

sincere

insincere insincere

speaker 3

sincere sincere

speaker 4 speaker 5

sincere sincere

insincere insincere

speaker 1 speaker 2

О 80

insincere

Listen to the sentences, this tim e said in an appropriate tone, and repeat them .

Get speaking

Q о You are sp e akin g to a sales representative at a trade fair. Play the audio 81

CD to start. W hen you hear the beep, pause and respond suitably.

1 Say no politely and explain that you don’t have the budget to purchase additional software this year. 2 Say no politely and explain that you can’t change company budgeting policy. 3 Say no strongly but politely and say goodbye.

О В You are speakin g to another sales representative. Play the aud io CD 82

to start. W hen you hear the beep, pause and respond, sayin g say no politely to all her sugge stio n s. Try to use all three strategies outlined in

Useful tips.

Cultural note Saying no comes more easily to business people in some cultures than in others, for example in Northern Europe where people tend to be direct. To some ears though, this directness may sound rude. In contrast, in some countries people rarely say no, so a ‘maybe’ is commonly interpreted as a no. Elsewhere in the world though, a ‘maybe’ constitutes a real possibility of a ‘yes’. This can lead to a breakdown in communications between business partners and waste a lot of time unnecessarily. So, always try to be clear about your intentions, but remain polite at all times.

Section 4: Presentations and conferences

i 67

The successful job interviewer W hat makes you suitable fo r this job, do you think?

USEFUL TIPS: When interviewing for a job, there are four main areas to ask about: • work history • personality • suitability for the company and the specific job • goals and ambitions. Note that it is not appropriate to ask the candidate questions about race, age, marital status, or sexual preferences. These questions are potentially discriminatory.

Conversation

M ansha Khan is atten ding an interview fo r a sales position.

Chris H:

.. .and so your online r6sume was very interesting and that’s why we asked you to come for an interview. I’m responsible for all human resources issues here at Bergerbild and my colleague here, Georgina Harris, is head of the sales department, which is where we currently have a position free.

Georgina H: Hello, nice to meet you. Mansha K: Hi, nice to meet you too. CH;

Fine. So Mr Khan, what do you know about our company?

MK:

A lot! You’re involved in big overseas infrastructure projects in South-East Asia, for example, and among other things you are currently bidding for…

CH:

…and the Kuching metro project was very successful. But coming back to you, Mr Khan, what do you feel has been your biggest achievement to date?

MK:

Well, I introduced a new process for prioritizing customer visiting schedules for our department and in six months, we managed to increase sales by about 22 per cent. My manager was very pleased!

CH:

Hmm, I can understand why. So, why would you like to leave your current job?

MK:

Well, the sales position that you are offering would give me opportunities to work internationally. At the moment I’m just based in Seattle.

GH:

I see. But what makes you suitable for this job, do you think?

MK:

I’ve been very successful so far in sales and I think that I can offer a good service to your customers.

CH:

Interesting point. What is good customer service, in your view?

MK:

Definitely the most important skill is the ability to listen to what…

GH:

Very true. Now, what are your weaknesses, would you say?

…but of course learning is a never-ending process for anybody in business.

Speaking

UNIT 17 |The successful job interviewer MK:

Well, my mom criticizes my untidiness around the house, but I guess you don’t mean that. Hmm, I suppose I’m not very good at making sure all the paperwork involved in sales is completed quickly. You know, I prefer to be out there, going on to the next customer. But of course, I know it has to be done. I’m trying to improve.

GH:

Well, you are quite young, aren’t you?

MK: I’m 26. CH: Right. Now, what are your goals for the next five years? MK: I hope that I can also take on responsibility for organizing other salespeople in the future. I see myself in a management position when I have more experience and can share that experience with other salespeople. GH: OK. Now, what are your salary expectations? For this sales position, I mean? MK:

Well, I’m sure that a mixture of…

Understanding

Look again at the fo u r in terview areas outlined in Useful tips. W rite them a lo ngside the co rresponding questions from the interview .

• w ork history • personality • suitability for company and role • goals and ambitions To fin d out about the candidate’s:

Q uestions from d ialo gu e

• W hat are your weaknesses, w ould you say? • W hat are your goals for the next five years? • What do you feel has been your biggest achievement to date? • W hy w ould you like to leave your current job? • W hat do you know about our company? • W hat makes you suitable for this job, do you think? • W hat is good customer service, in your view? Q

The interview ers say one potentially inappropriate th in g. W hat is it?

Saying it accurately Q

Com plete the sentences w ith a w ord from the box. challenges yourself

rew arding independently

see situation

hire greatest

current right

1 W hy should I ………………… you for this job? 2 Do you prefer to w o r k ………………….or as part of a team? Section 5: Interviews

i 69

3 Tell me a bit a b o u t ….. 4 Tell me about a ………………..where you worked well under pressure 5 W hat are y o u r …………. ….. strengths and weaknesses? 6 W hat has been m o st……………….. about your current job? 7 W hat m a jo r………………… have you faced in your current role? How have you handled them? 8 What’s y o u r ………………… salary? 9 Where do y o u …………. ….. yourself in five years? 10 W hy do you think that y o u ‘re ………………..for this job? Com plete the conversation w ith questions from Understanding 1 and Saying it accurately 1. In places, more than one answ er m ay be correct.

Mary:

( 1 ) ……………………………………………………………………………………………….. ?

Yiannis:

Well, I think that I’d be suitable for the position because I’ve had lots of relevant experience in my previous roles. Also, I think I’d be a good fit for the company.

( 2 ) ………………………………………………………………………………………………..?

Quite a bit. I know that it’s the second largest advertising company in the country and that you employ over 500 staff.

That’s right. Now, tell me a bit about yourself. (3 )

Hmm, interesting question. Well, I’m very hard-w orking and incredibly creative, as you can see from my portfolio. But, on the downside. I’m also a bit of a perfectionist, so I find it hard to let go of a project sometimes. But I’m w orking on that!

OK. And ( 4 ) ………………………………………………………………………………… ?

That w ould have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year. It was great to get some acknow ledgem ent for all our hard work.

Uh-huh. ( 5 ) ………………………………………………………………………………… ?

Well, I’ve enjoyed w orking for a small company and learned a lot, but I’d really like the opportunities that are offered by w orking for a large company, for example, the chance to pitch to big clients.

Right, so ( 6 ) ………………………………………………………………………………… ?

I’d like to be w orking as a senior advertising executive with a number of great cam paigns under my belt.

Listen to the conversation from Saying it accurately 2 to check your answ ers. Rem em ber that in places, more than one answ er m ay be correct.

UNIT 17 |The successful job interviewer

Saying it clearly

Listen to these questions, notin g h ow the underlined syllables are stressed.

What are your greatest strengths and weaknesses? 2 Why would you like to leave your current jo b ? 3 Why do you think that you’re right for this jo b ? 4 What are your goals for the next five years? 1

Listen again to the questions in Saying it clearly 1 and repeat them.

Saying it appropriately Q

It is very im portant th at you only ask questions that are appropriate and professional. Tick the questions that w ould be appropriate in an interview.

1 Tell me about your typical w orking day. 2 What’s your star sign? 3 Do you go to church? 4 W hat is your greatest weakness? 5 Are you single? О 86

6 Are you older than 40? 7 How would your friends describe you? 8 Are you a Hindu? 9 Do you come from China originally? 10 What’s your greatest achievement to date?

Listen to the seven in terview questions from Understanding 1 and repeat them , co p yin g the speaker’s interested and enthusiastic tone.

Get speaking

О 87

You are in terview in g som eone for the position o f assistant. Play the audio CD and fo llo w the cues. You start.

1 Welcome the candidate and ask him about his suitability for this position. 2 Respond in an encouraging manner and then ask about his strengths and weaknesses. 3 Respond in an encouraging manner and ask him to give you an example of when he m ultitasked in his current job. 4 Respond in an encouraging manner and ask him about hisreasons for leaving his current role. 5 Respond in an encouraging manner and ask him about his goals and ambitions for the next five years. 6 Respond in an encouraging manner and end the interview. W ould you consider em p lo yin g this person fo r the job? W hy/W hy not? Section 5: Interviews

i 71

The successful interview candidate So, tell me about yourself.

USEFUL TIPS: • Answer questions fully. Avoid very short answers. • Be sure about the details on your rdsume, and be prepared to talk about your achievements and experience in depth. • Research the background of the company or organization. • Listen carefully to the questions you are asked. Answer them with relevant information.

Interviews ‘•gg’1

Karl Everett from Bergerbild is in terview in g people fo r d ifferen t positions in the European sales team.

Karl: I see from your resume that you have web design experience as well as in sales. Candidate 1: Yes, that’s right. K: C1: K: C1:

Hmm. That could be interesting for the development of our Internet presence in Europe. Our website is very US-oriented at the moment. Well, it’s something I really enjoy doing. In my current job I was part of a team that did a redesign of the company website and I learned a lot. What software can you work with? Well, I can use Dreamweaver, which is the classic web design tool of course, but I’ve also got experience of using…

K: So, do you think you can make a useful contribution to this company? Candidate 2: Oh, yes. К:

I see.

C2:

Yes.

K: C2:

Is your previous experience suitable for this position? Hmm. Yes. Yes, definitely.

K: C2: K:

And you don’t think it would be difficult moving into a management position? No, I don’t think so. Really?

C2:

No, not at all.

K: Speaking

Right.

UNIT 18 |The successful interview candidate

Perhaps you could tell me, what do you know about this company? Well, I know you have been very active in India over the last five years with the Mumbai City Transit Sradate 3: System. What was it now? A two billion-dollar contract to provide not only the trains but also all the electronic equipment for the system, I think. K:

K: C3:

Yes, quite a difficult project. We had a lot of trouble with subcontractors. Yes, I understand it was very challenging. But in the end the project was completed on time and within budget. So you must have been pleased with the final result.

That’s true and, of course, it is an excellent reference project for us…

Now, could you tell me, what are your greatest strengths and weaknesses, in your opinion?

date 4: Hmm, that’s an interesting question. Weil, I think my greatest strength is that I never give up. In my experience, in order to win a customer you just have to really go on and on looking for a way to give them what they want and then you get the sale. K: C4:

K: C4:

True. And what about weaknesses? Well, I need to improve my team player skills. Like many salespeople I don’t like sharing customer information with other salespeople, but sometimes it makes the customer angry when he or she gets a visit from two different salespeople with different products from the same company. So, I realize it’s necessary to share information, but it isn’t easy for me to put this into practice. Right. Well, here at Bergerbild, teamwork is very important. Yes, yes, I agree. I’m just telling you what I think is my greatest weakness. And I’m working on it.

K: So, perhaps you could tell me, what has been your biggest achievement to date? Sdate 5: Oh well, I took part in this quiz competition a few years ago when I was at university. I was the head of the team and we got to the final of the national tournament. And we only just missed out on the top prize. So, there we were in the final round and the other team came from Cambridge — K: C5: K: C5:

Sorry, I meant more in the way of — and we both had eighteen points each and the question came up ‘What are the main tributaries of the Volga?’ Now I knew that. I meant what was your biggest achievement at work? Oh, sorry, yes. Urn, well, in my current job we have a team which takes part in quiz competitions in pubs and last year we got to the finals. There we were, facing a team from a pub in Cambridge when..

Understanding A n sw er these questions about the five candidates. Candidate

W ould you hire this candidate?

W hy/W hy not?

1 2 3 4 5 Section 5: Interviews

i 73

Saying it accurately D

Match the interview questions with the appropriate strategies to answer them. So, could you tell me about yourself?

Why do you want this job? How w ould your colleagues describe you?

How do you cope with w orking under pressure?

W hat is your greatest strength? What’s your greatest weakness? Are you a team player? Where do you see yourself in five years’ time? 0

Tick the w o rds you m igh t use to describe yo u r strengths d urin g an interview .

conscientious creative dependable

methodical

determined

motivated

diplom atic

practical reliable

enthusiastic experienced fair

Speaking

Always answer this question with a ‘yes’ and back it up with examples of times where you have demonstrated your ability to w ork as part of a team. Answer by em phasizing the positive aspects of your character that other people may have noticed. Answer to show that you are am bitious but not overly ambitious. Make sure that your answer implies that you envisage that you will still be w orking for the target company five years from now. Answer with care. If you say you have no weaknesses, then you are clearly lying. But, don’t choose anything too serious that will make the interviewer lose interest in you. Instead, mention a small weakness, relevant to your work, which you are trying to improve. Don’t give your life story. Simply give relevant facts relating to your education and w ork experience. Explain how the target position relates to your own experience, personality, and goals. Make sure that you choose a strength that is relevant to a w ork situation. Emphasize the positive aspects of your character that m ight emerge in a pressurized situation.

logical loyal

resourceful trustworthy

UNIT 18 |The successful interview candidate

Saying it clearly

О89 n stress, Listen to the adjectives from Saying it accurately 2. Underline the syllable follo w in g the exam ple. 0

Listen again to the adjectives from Saying it accurately 2 and repeat them.

Saying it appropriately

Listen to the audio CD. Decide in each case which candidate gives the most appropriate response to the question.

question 1 question 2 question 3 question 4 question 5 question 6 question 7 question 8

candidate 1 candidate 1 candidate 1

candidate 2 candidate 2 candidate 2

candidate 1

candidate 2

candidate 1 candidate 1

candidate 2 candidate 2

candidate 1

candidate 2

candidate 1

candidate 2

Get speaking

G D 0

Think of your ow n line of w ork and the kind of interview you m ight attend. Play the audio CD to start. W hen you hear the beep, pause and respond suitably. Write another five questions you m ight be asked at an interview. Then practise answ ering them. Record yourself for review, if possible.

Cultural note There are non-verbal ways of making a good impression in an interview. Always dress appropriately. In most lines of business, conservative dress is the safest option. Remember to use appropriate body language. Greet your interviewers with a smile and a firm handshake (where appropriate) and, if you’re being interviewed by a panel of people, try to make eye contact with all of them as you answer the questions.

Section 5: Interviews

Carrying out performance reviews How do you f e e l about your performance this year?

USEFUL TIPS: The purpose of the performance review is for the line manager to review what the employee does, evaluate how well they perform, and discuss objectives for the next year. The line manager should: • discuss the scope of the job, for example the job description, the employee’s responsibilities, and any changes to them. • find out the employee’s opinion of their performance, and then present their own assessment supported by evidence. • set SMART – Specific, Measurable, Attainable, Relevant, and Timed – objectives for the coming year.

Conversation

Caterina Black, a senior m anager at Chesham Pharm aceuticals, is g iv in g one o f her team leaders, Edw ard W ard, his annual perform ance review.

Caterina:

So, first of all. I’d like to check if we’re on the same page regarding your responsibilities. You supervise the sales staff for the whole south-eastern region, you’re a member of the European sales committee, and you coordinate the cooperation between the production team and marketing. Have I missed anything?

Edward: C:

Don’t forget, I’m captain of the company’s basketball team as well! Of course not! Especially after you won the Intercompany Cup in April. Would you like to add anything else?

E: No, I think that’s covered pretty much everything. C: Good. So, how do you feel about your performance this year? E: Well, quite good. I hit all my sales targets we set in last year’s review. C: Yes, that’s true. My impression is that you enjoy that part of your work most. E: Hmm, well that is my main responsibility. C:

Quite right. However, working together with the production department is very important and I’ve observed that the cooperation between marketing and production hasn’t really improved. We still seem to have the same problems that we had last year.

E: I’m not quite sure what you mean. C:

Production still complains about lack of advance information from us.

E: Well, they are just so inflexible. С:

I quite agree. But the bottom line is, we have to work together. So, I would like you to establish a job rotation scheme. I want two salespeople to spend six months in productionand two people from production to replace them in our sales team. That way, both departments will get a better idea of what needs to be done.

Oh… but they won’t know any of our customers!

Well, you’ll have to train them. I expect you to organize this by the end of the month.

Speaking

UNIT 19 |Carrying out performance reviews E: The end of the month?! C: Yes. I’ve spoken to Tom Wilkinson in production and he agrees with me that this is the best way forward. He’ll set up a meeting with you for later this afternoon. E: I see. Well, perhaps it will help. C: Good. Now, let’s move on to discuss your development. Looking ahead, I think it would be a good idea if you took part in some project management training. E: Sure. It’s definitely something I’m interested in. C: Good, because down the line, project work is going to be where the best opportunities for promotion are in our company. And I feel you need to develop your leadership skills. E: Definitely. I mean I would really appreciate any opportunities I get to improve on that aspect of my work.

Understanding A re these statem ents true or false?

1 Caterina asks Edward how he feels he has performed this year. 2 She asks him if he has any problems at work. 3 She asks him w hat he thinks about the production department. 4 She describes the various aspects of his job and makes sure that he agrees. 5 She discusses his professional developm ent for the future. 6 She sets him a specific objective to meet. 7 She tells him about the future plans for the company. 8 She tells him how she feels he has performed this year. 9 She tells him that she is disappointed with his performance. 10 She asks him for feedback on how his team has performed this year.

Saying it accurately

Read these in terview er questions and statem ents. G roup them in the correct categories, fo llo w in g the exam ple.

Discussing employee’s job description:

Assessing employee’s performance: Setting employee an objective: Discussing employee’s future development: 1 Are you happy with how I’ve outlined your job description? 2 Down the line, I think it w ould be helpful for you to develop your interpersonal skills. 3 Have I missed out anything that you do in your position? 4 How do you feel about your performance this year? 5 I expect you to have completed your review of expenses by Tuesday. 6

I would like you to organize an employee First Aid course by January.

I’ve observed that you are steadily improving in all areas of your job.

8 9

Is that a fair description of your role? Looking ahead, I think you should work to improve your leadership skills. Section 5: Interviews

10 Moving forward, perhaps we could look at management training courses. 11 My impression is that your performance has way exceeded our expectations this year. 12 Please could you set up a meeting with all the relevant personnel by the end of the week? Q

Com plete the conversation w ith sentences from Saying it accurately 1. In som e places, more than one answ er is possible.

Manager:

And so, as personnel assistant, your responsibilities include w riting advertisements for vacancies, selecting possible candidates, and sitting in on the interviews with the relevant manager. 1

Employee:

Yes, that’s right, but I also carry out induction days for new employees and some in-house training for existing employees. Oh yes, of course……………………………………………………………………..

Manager: Employee:

Well, I think I’ve done well. I’ve helped to recruit twentythree new members of staff and carried out successful inductions with all of them.

Manager:

Yes, I’ve had some positive feedback on that. As for my personal o p in io n ,………………………………………………………………….

Employee:

That’s very encouraging to hear.

Manager:

Great. Right, some employees have mentioned to me that they would like to receive First Aid training. I’m all in favour of that so

Employee: Manager:

OK. Should that be open to everyone in the company? Yes, absolutely. O K , ………………………………………………………………

Employee:

Yes, I’d be very keen to go on a management course. Thanks.

Saying it clearly

О D 93

Listen to these sentences, noting the different pronunciations o f ‘s’ and ‘th’.

I’ve observed that you hit all your sales targets. Have I missed out any areas that you’d like to develop? Is there anything else that you’d like to discuss? Moving forward, I think that we should look at management courses. Q

Listen again to the sentences from Saying it clearly 1 and repeat them.

Saying it appropriately О

□

Listen to the speakers. H ow do they sound?

1 interested or uninterested 78 | Speaking

UNIT 19 | Carrying out performance reviews

О В

negative or positive

polite or impolite; assertive or shy

diplom atic or blunt; angry or encouraging

Listen to the sentences from Saying it appropriately 1 and repeat them.

Get speaking (| ^ 95

You are carrying out a perform ance review w ith yo u r office m anager. Kam il. Play the audio CD and fo llo w the cues. You start.

1 Outline Kamil’s job description (in the follow ing bullet points) and ask if he agrees to: • m aintaining office services • supervising office staff • overseeing office records and efficiency. Ask if you have missed anything. 2 Ask him about his opinion of his performance this year. 3 Agree with w hat Kamil says and give him positive feedback on his performance this year. 4 Set him an objective regarding the implem entation of the second phase of the office refurbishment: new furniture and equipm ent for the ground floor. Make sure that it meets the SM ART requirements. 5 Move the conversation on to talk about the future and suggest that Kamil should develop his IT skills and suggest training on this. Q

Th in k about yo u r ow n w orkplace. W rite a list o f em ployees fo r w hom you carry o ut perform ance reviews.

1 Outline the jobs of the employees that you have listed. How m ight you describe these in a performance review? Practise them aloud. 2 How have the employees performed this year? Say a sentence about each of them as you m ight in their performance review. 3 Think of an objective (real or imaginary) for each of the employees and make sure that it meets the SMART requirements. Practise them aloud.

Language note Well, quite good, meaning ‘to a degree/fairly/rather’. Quite right, meaning ‘completely’. I’m not quite sure, meaning ‘completely’. I quite agree, meaning ‘completely’. In British English, ‘quite’ usually means ‘to a degree/fairly/rather’, for example,

‘the conference was quite short.’ In American English, ‘quite’ usually means ‘completely’ or ‘very’, for example,

‘the conference was quite fascinating.’

Section 5: Interviews

i 79

Persuading your manager Would you be willing to support my request?

USEFUL TIPS: If you w ant to ask for something special from your manager, you need to be well prepared. • Be proactive. Ask your manager for a meeting to discuss what is on your mind. • Persuade, don’t threaten. Decide what exactly you want and be prepared to justify your demands with logical arguments, rather than emotional ones. • Be ready to negotiate. Think in advance about the best alternative to your preferred solution. • Remain polite. Whatever the result, always thank your manager for their time at the end of the meeting. You still have to work with them.

Conversation C an d y is a h igh ly skilled program m er in a large softw are com pany. She w an ts to discuss an issue w ith her m anager, John.

О 96 Candy

Hi John! Do you have a moment?

John

Sure, Candy. What can 1do for you?

С J

I’d like to schedule a meeting with you to talk about my position. When’s a good time for you? Er, well, it’s probably best if you fix a time with my secretary, OK?

Fine. I’ll do that.

J С

Come in, Candy, take a seat. Now, what can 1do for you? Well. I’d like to discuss my compensation packaqe with you.

Really? 1thought you were happy with the increase we gave you last year!

Yes, but 1hope you’ll agree that since last year I’ve achieved such a lot and we need to consider these achievements. For example, 1was responsible for organizing the conference in Astana last month and… …and finally, 1managed the ISO 9001 audit, which we successfully completed. So, wouldn’t you agree that my performance this year has been very successful?

Well, yes. But what exactly do you want?

I understand that this year the pay increase is between 3 and 8 per cent. 1would like to ask for a raise at the top end of that scale.

Ooh! 1don’t know about that, Candy, 1mean, what about the others?

If you look at my responsibilities in comparison to my colleagues, 1am currently underpaid. Wouldn’t you say this should be taken into consideration?

I’m not sure that that is really quite true, Candy.

Speaking

UNIT 20 | Persuading your m anager C:

Oh, I think so. I checked. Compared to programmers in other companies, I’m earning about 4 per cent less than the market average. Here are the figures.

Are you saying you want to leave?

No, I just want you to know the background to my request, that’s all. I’m sure you can see that it wouldn’t be hard for me to get a better paid job elsewhere.

J: I see. C: So, would you be willing to support my request for a higher wage increase? J: Well, the problem is also your qualifications. Even though you are a fantastic programmer, you don’t have the qualifications on paper for me to justify to the HR department putting you into a higher salary level. С:

I thought that might be a problem. So, wouldn’t it make sense for the company to invest in sending me on an advanced programming skills course? The company benefits from my improved skills, I have the necessary qualifications on paper and you could then justify to the HR department paying me more. I hope you’ll agree that that would be a win-win situation for everybody.

J: Hmm. I need to think about this idea. C:

Sure. I’ll find a time for another meeting towards the end of the week with your secretary. But thanks for your time today. I do appreciate that.

Understanding Tick the statem ents th at are true about Can dy and John.

1 She agrees with her boss that she doesn’t have the qualifications on paper and accepts that this will mean she can’t get a top-end pay rise. 2 She becomes emotional, telling him how much she loves her job. 3 She negotiates with regard to her lack of qualifications on paper. 4 She demands additional training. 5 She is polite and thanks her boss for his time. 6 She reminds him that he promised her a good pay rise last year. 7 She presents logical arguments on why should she receive a top-end pay rise. 8 She says that she will look for another job if he w on’t give her a pay rise. 9 She schedules a meeting with her boss. 10 She stops by to see her boss unannounced.

Section 5: Interviews

i 81

Saying it accurately Match the two halves of the sentences. I think you’ll agree that… I’d like to ask for…

Would you be w illing to…

I’d like to schedule a meeting with you…

D …com pensation package with you.

W ouldn’t you say this should be…

I’d like to discuss my…

W ouldn’t it make sense for…

G …w ould be possible for me to extend

Thanks for…

H …taken into consideration?

I thought that m ight be a problem …

…to discuss my position.

…, so perhaps you w ould consider this proposal?

1 2

10 I w anted to ask you if it…

…a transfer to a different department. … your time today. I do appreciate that. …me to attend a m anagem ent training course?

…m y proposal for unpaid leave is quite convincing.

…support my request for extended leave? my paternity leave?

Saying it clearly

О97 D

Listen to the statem ents from Saying it accurately. Repeat them , cop yin g the rhythm o f the speaker.

Оa

Listen and com pare these sim ilar sounds from the unit.

1. ‘ch’

2.*j*

3. ‘s’

4. ‘z’

achieved

m anaged

discuss

o rga n izin g

such

job

sense

raise

much

suggestions

skills

Listen again to the w o rds from Saying it clearly 2 and repeat them.

Saying it appropriately

О D

Speaking

W hen you are tryin g to persuade your m an ager to agree to som ething, use an appropriate tone o f voice: polite, confident, and persuasive. W hich o f the fo llo w in g speakers use an appropriate tone?

UNIT 20 | Persuading your m anager speaker 1 speaker 2 speaker 3 speaker 4 speaker 5 О 100

speaker 6 speaker 7 speaker 8 speaker 9 speaker 10

Listen again to the speakers from Saying it appropriately 1. This time, th ey w ill all use an appropriate tone. Repeat w h at th ey say.

Get speaking

О D

You w o uld like a transfer to the US office. Play the audio CD and fo llo w the cues. You start.

1 Ask your boss, Karen, if you can schedule a m eeting with her. 2 Thank her and explain your request. 3

Remind her that you’ve been a loyal employee over the last six years and explain how you are keen for a new challenge and the opportunity to live abroad.

Say that you’ve considered this point and were w ondering if anyone from the US office would consider a job swap for a few months.

5 Thank her for her time. W rite a short d ialo gu e sim ilar to the one in Get Speaking 1. Im agine a situation in yo u r w o rkp lace and replace the request fo r a tran sfer w ith one you m igh t make. Practise the d ialo gu e aloud.

Cultural note In some cultures, there is more respect for hierarchy than in others. This means that employees in some countries are less likely to approach their managers with a difficult issue than employees in other countries. This is worth bearing in mind when working across cultures.

Grammar note Note h ow Can dy uses questions to m ake her la n gu ag e sound more persuasive. She form s m ost o f these w ith the m odal verb wouldn’t, w h ich im plies th at John w ill agree w ith the point that she is m aking. This m akes her sound co nfident and persuasive.

Examples from the text: Wouldn’t you say this should be taken into consideration? Wouldn’t it make sense for the company to invest in sending me on an advanced program m ing skills course? Wouldn’t you agree that my performance this year has been very successful? Section 5: Interviews

i 83

APPENDIX – Extended learning through COBUILD This section provides you with information from the COBUILD corpus on key vocabulary items in the conversations. It gives information on meaning, usage and collocations.

U n it 1

S ta rtin g a co n v e rsa tio n

exactly • When I left school, I wasn’t sure exactly what I wanted to do. • It is difficult to explain exactly what it is. • I do exactly what stockbrokers do. COLLOCATIONS: do/know /understand/define/explain something exactly exactly right/sure/correct exactly m atch/m irror/replicate something SYNONYM: U n it 2

precisely

T a lk in g a b o u t jo b s

challenging • We continue to face a challenging retail environment. • After ten years, I still find my job immensely challenging and satisfying. • My last job wasn’t mentally challenging. COLLOCATIONS: a challenging ro le /ta sk/e n viro n m e n t/m a rk e tp lace e xtre m e ly /in cre d ib ly /im m e n se ly challenging in te lle ctu a lly /m e n ta lly /p h y sica lly challenging

SYNONYMS:

demanding, rigorous

rewarding • Teaching is a worthwhile and rewarding career. • It’s hugely rewarding when you can sort out a problem for someone. • Real estate is an industry I’ve found financially and emotionally rewarding. COLLOCATIONS: a rewarding jo b /ca re e r/p ro fe ssio n /p u rsu it/e n d e a vo u r/ e xp e rie n ce ric h ly /h u g e ly /im m e n se ly /h ig h ly rewarding fin a n c ia lly / e m o tio n a lly /sp iritu a lly rewarding

SYNONYMS:

Speaking

gratifying, satisfying, stimulating

UNITS 1-5 U n it 3

S h o w in g in te rest in o th e r p eo p le

negotiation • It’s a matter for negotiation between an employer and their workforce. • We’re currently in negotiations over a new contract. COLLOCATIONS: negotiation(s) b e tw e e n people negotiation(s) between m a n a g e m e n t/sta ff/e m p lo ye rs/ w o rk e rs/re p re se n ta tiv e s negotiations o v e r something negotiations over a co n tra ct/issu e /se ttle m e n t negotiations over p ay /p a y m e n t/co m p e n sa tio n negotiations w ith someone negotiations with a su p p lie r/ve n d o r/b u ye r/d e ve lo p e r/ cre d ito r

U nit 4

SYNONYMS:

discussion, dialogue

PHRASES:

under negotiation, subject to negotiation, open to negotiation, in negotiations

E x c h a n g in g in fo rm a tio n

apparently You use apparently to indicate that the information you are giving is something that you have heard, but you are not certain that it is true. • Apparently, all new manufacturing is to take place in eastern Europe. • Apparently, the meeting today was very positive. • He resigned, apparently because of disagreements with his boss. SYNONYMS: U nit 5

seemingly, supposedly

C o ld ca llin g

risk • Most investors avoid risk when they can do so without sacrificing return. • There is a significant risk that the company will fail. • Most firms are taking risk management seriously. COLLOCATIONS: a v o id /e lim in a te /m in im ize risks a h ig h /p o te n tia l/sig n ific a n t/se rio u s risk a lo w /m in im a l/slig h t/tin y risk a risk o f something

a risk of fa ilu re /in ju ry/d e a th a se cu rity / sa fe ty / in v e stm e n t/in fla tio n risk risk a sse ssm e n t/m a n a g e m e n t

Appendix: Extended learning through COBUILD

I 85

U n it 6

C o n firm in g o r re a rra n g in g a p p o in tm e n ts

appointment • Just give me a call and we can arrange an appointment. • Your appointment is scheduled for tomorrow morning. • Can I possibly make an appointment for another day? COLLOCATIONS: m a k e /re q u e st/a rra n ge /b o o k /sch e d u le an appointment co n firm /ca n cel/m iss/re sch ed u le an appointment

a s ch e d u le d /u rg e n t/a v a ila b le appointment an appointments d ia ry/cale n d a r/b o o k/sch e d u le an appointment w ith someone an appointment with a m a n a g e r/co n su lta n t/sp e cia list/ a d v ise r U n it 7

M a k in g a co m p la in t on th e te le p h o n e

unsatisfactory • I found the service totally unsatisfactory. • Their behaviour has been wholly unsatisfactory and foolish, to say the least. • The new charging arrangements are patently unfair and unsatisfactory. COLLOCATIONS: an unsatisfactory situ a tio n /p e rfo rm a n ce /e x p la n a tio n / o u tco m e p ro fo u n d ly / d e e p ly /w h o lly /th o ro u g h ly /to ta lly

unsatisfactory fin d /co n sid e r/d e e m something unsatisfactory

U n it 8

SYNONYMS:

inadequate, unacceptable

ANTONYMS:

satisfactory, acceptable

D e a lin g w ith a co m p la in t o n th e te le p h o n e

refund • Unfortunately, we can only offer a refund, exchange, or repair if a product is faulty. • I’m afraid that we cannot offer refunds for cancellations. • We will replace it or issue a refund, whichever you choose. COLLOCATIONS: a fu ll/co m p le te /p a rtia l/p o ssib le refund d e m a n d /e xp e ct/re q u e st/o b ta in a refund o ffe r/p ro m ise /issu e /a rra n g e /g iv e a refund

a refund p o licy /o ffe r/g u a ra n te e /re q u e st SYNONYM:

Speaking

reimbursement

UNITS 6-11 U n it 9

R u n n in g a fa ce -to -fa ce m e e tin g

agenda • There are four main points on the agenda of today’s meeting. • Point one on the agenda is to welcome the new staff. • We may need to postpone some items on the agenda for the next meeting. COLLOCATIONS: the agenda fo r something the agenda for the m e e tin g/co n fe re n ce /se ssio n on the agenda

a p o in t/item on the agenda

something to p s/d o m in a te s the agenda someone se ts/o u tlin e s the agenda SYNONYMS: U n it 10

plan, programme

N e g o tia tin g a g re e m e n t

proposal • We would certainly consider any proposals you have in mind. • I think that’s an interesting proposal, but it won’t suit everyone. • We have already discussed several proposals affecting tender offers. COLLOCATIONS: su b m it/p re se n t/o u tlin e /p u t fo rw a rd a proposal accep t/re je ct/d iscu ss/co n sid e r/re vie w a proposal

a w o rk a b le /a cce p ta b ie / in te re stin g / a ttra ctiv e proposal an u n w o rk a b le /u n a cce p ta b le /u n re a listic proposal SYNONYMS: U nit 11

plan, suggestion, idea

A s s ig n in g a ctio n p o in ts

prioritize 1. If you p rio ritize something, you treat it as more important than other things.

• The company wants to prioritize debt repayments. • The government is prioritizing the service sector. 2. If you p rio ritize the tasks that you have to do, you decide which are the

most important and do them first. • We’ll need to prioritize assignments so that everything continues to run smoothly. • I tend to prioritize ruthlessly and sacrifice the non-essentials.

Appendix: Extended learning through COBUILD

U n it 12

R u n n in g a te le co n fe re n ce

outsource • Outsourcing graphic design tasks and printing jobs would make sense for us. • Cost saving is the big driver for outsourcing work. • Offshore outsourcing isn’t always the cheapest option. COLLOCATIONS: outsource a se rv ice /fu n ctio n /ta sk /a ctiv ity outsource w o rk / m a n a g e m e n t/ m a n u fa ctu rin g / re p a ir outsource o ffsh o re /o ve rse a s/a b ro a d SYNONYM: U n it 13

relocate

P re se n tin g a p ro d u ct o r serv ice

advantage • Our key advantage over competitors is that we manufacture all our products to order. • This means we are able to take advantage of the very latest costs. • To take advantage of this incredible offer, you need only visit our website. COLLOCATIONS: a d istin ct/o b v io u s/d e fin ite /co m p e titiv e advantage an advantage o f something ta k e advantage of something

take advantage of a d is co u n t/ o p p o rtu n ity /o ffe r an advantage o v e r someone/something an advantage over co m p e tito rs/riva ls/o th e rs U n it 14

W o rk in g on a sta n d

customer • What are you doing to improve your customer services and support? • You should ask questions in order to understand exactly what the customer wants. • Customer satisfaction has to be the top priority in all we do. COLLOCATIONS: a customer b ase customer sa tisfa ctio n /re la tio n s/se rv ice /fe e d b a ck p o te n tia l/p ro sp e ctiv e /e x istin g / lo y a l customers a ttra ct/ta rge t/se rve /sa tisfy/re ta in customers

customers o f something customers of a re taile r/sto re /p ro v id e r/co m p an y customers w a n t/p re fe r/d e m a n d something SYNONYM:

Speaking

client

UNITS 12-17 U n it 15

C lo s in g a sale

promotion • We’re targeting this promotion at business travellers. • Our latest promotion offers discounts for passengers who book well ahead of time. • We’re doing a special promotion on champagne. COLLOCATIONS: la u n ch /ru n /h o ld /ta rge t/a im a promotion target/aim a promotion a t someone a promotion fe a tu re s/in clu d e s/in v o lv e s/o ffe rs

something a promotion h e lp s/e n co u ra g e s/g e n e ra te s/b o o sts

something a sp e cial/in -sto re /cu t-p rice /se a so n al/sale s promotion SYNONYM: U n it 16

offer

S a y in g ‘n o ‘ p o lite ly

order • You may cancel within 14 days of placing an order. • We have received 10,000 orders for this digital music player already. • I can send you our free mail order catalogue. COLLOCATIONS: p lace/m ake/receive/cancel an order a p o sta l/m a il/o n lin e /e xp o rt/m in im u m order an order fo r something an order for g o o d s/e q u ip m e n t/m a ch in e ry /ite m s U n it 17

T h e su cce ssfu l jo b in te rv ie w e r

position • Do you see yourself in a management position? • Wherever possible, senior positions are filled from within the company. • She has been offered and has accepted the position of managing director. COLLOCATIONS: h o ld /fill/ta ke /a cce p t/a d v e rtise /vaca te a position a v a ca n t/u n fille d /cu rre n t/fu ll-tim e /se n io r/ m a n a g e m e n t position a position as something a position as a co n su lta n t/a ssista n t/cle rk/m a n a ge r/ tru ste e

a position w ith in something a position within a co m p a n y /o rg a n iza tio n / h ie ra rch y

Appendix: Extended learning through COBUILD

U n it 18

T h e su cce ssfu l in te rv ie w ca n d id a te

team • I head the project management team, overseeing major projects for our clients. • As a manager, I try to instil a sense of team spirit and togetherness. • I’m a big team player and I always place an emphasis on the team. COLLOCATIONS: le a d /h e a d /m a n a g e /jo in a team a ca p a b le /co n fid e n t/ta le n te d team a m a n a g e m e n t/d e sig n /re se a rch team a team p la ye r/m a n a ge r/le a d e r/e ffo rt team sp irit U n it 19

C a rry in g o u t p e rfo rm a n ce re vie w s

opportunity • There are certainly opportunities for promotion in the company. • We like to feel that we can offer a lot of career opportunities to our staff. • I would welcome the opportunity to travel and discuss projects with clients. COLLOCATIONS: p ro v id e /o ffe r/p re se n t/cre a te an opportunity se ize /w e lco m e /e x p lo it/re lish /g ra sp an opportunity

a u n iq u e /id e a l/p e rfe ct/g o o d /g re a t opportunity a b u sin e ss/ca re e r/n e tw o rk in g /m a rk e tin g opportunity an opportunity fo r something an opportunity for a d v a n ce m e n t/p ro m o tio n /g ro w th / in p u t U n it 20

P e rsu a d in g y o u r m a n a g e r

package • They’ve offered a good redundancy package and are confident they’ll get enough volunteers. • The compensation package will be added to staff salaries at the end of January. • Can you negotiate a package that suits both you and your boss? COLLOCATIONS: a co m p e n sa tio n /re d u n d a n cy/se ve ra n ce /re tire m e n t package o ffe r/u n v e il/p ro p o se /a n n o u n ce a package n eg o tia te /a cce p t/ta ke /re je ct a package

a ge n e ro u s/a ttra ctiv e /a cce p ta b le /fa ir package a package in clu d e s/in co rp o rate s/co m b in e s something

Speaking

ANSWER KEY

Unit 1 Understanding Conversation 1 D Conversation 2 A

□ Conversation 3 С Conversation 4 В

1 2 3 4 5

6 7 8 9 10

Saying it appropriately

Saying it accurately

D 1 2 3 4 5

been lovely get long means

looking from isn’t do come

В [ 3 ] Alex: No, it’s my first trip. [ 6 ] Sophia: I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal. [ 1 ] Alex: It’s a beautiful day today, isn’t it? [ 7 ] Alex: Really? And do you often find any illegal activities? [ 2 ] Sophia: Absolutely, I love New York in the spring. Have you been here before? [ 8 ] Sophia: More than you might expect! Anyway, we’d better get back to the presentation… [ 5 ] Alex: I’m from Athens. It’s a great place to live. What do you do? [ 4 ] Sophia: Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from?

isn’t it? Where do you come from? How did you get here? How long did that take? What do you do exactly?

D 1 2 3 4 5

friendly unfriendly friendly friendly unfriendly

Get speaking

D (Answers will vary. Suggested answers only.) I’m a …[insert job title]…, which means that… [add interesting fact about job]… . I took the plane from Charles de Gaulle. Only an hour or so. It’s a very easy flight. Yes, it is. Have you been here before? I’m from …[insert place]… . Did you know th a t. [add interesting fact about place],..?

В Answers will vary. Model answers from Saying it accurately 2 and 3.

Unit 2 Understanding Be brief and precise: ‘Well, actually I’m a lawyer. I’m in charge of managing the legal department and we make sure that Foodaid understands any legal issues there might be in the work it does.’

Show how your job benefits people: ‘You feel you are doing something useful with vour skills, not iust making some company shareholders richer.’

Make it relevant to the person you’re talking to: ‘J: There

study at university? / S: Engineering. / J: Very important for Foodaid.’

Accentuate the positive: ‘You’ll never be rich working for Foodaid. but you get paid. Very often people like you work with us for a few years to gain experience and then they move onto other jobs. Lots of companies like that.’: ‘And even if the work is demanding, it’s never boring.’ Jenny’s mistake was using the acronym ‘NGO’, which she needed to explain to the student.

are lots of different jobs at Foodaid. What subject do you

Answer key

Saying it accurately

(Answers will vary. Suggested answers only.)

1F 2D 3H 4G

1 monotonous 2 rewarding/fulfilling 3 stressful 4 absorbing/interesting/demanding 5 challenging/interesting/fulfilling/absorbing interesting/stressful/demanding

5C 6A 7E

(Answers will vary. Suggested answers only.) 2 My job involves helping people to sort out their legal affairs. 3 My main responsibility is to prepare and submit accounts to the tax authorities. 4 I help children who are sick. 5 I’m in charge of looking after the employees at my company. 6 My job entails carrying out research and teaching students at my university. 7 I’m responsible for helping people who are having difficulties with their computers. 8 I develop new and exciting business ideas.

as in/with with for/in

5 6 7 8

at/for on to for/under

Saying it clearly

D (Stressed syllables are underlined.) 1 challenging 2 monotonous 3 rewarding 4 fulfilling

5 interesting 6 stressful 7 absorbing 8 demanding

Saying it appropriately

D The speakers are verv(^nthusiastioiinenthusiastic. which helps them to accentualthekDositiy&neaative aspects of their jobs.

Get speaking Ц and Q Answers will vary. Model answer in Saying it accurately 1.

Unit 3 Saying it accurately

D 1 2 3 4

know Really terrible That’s

5 6 7 8

How other saying mean

В To show positive empathy: 1, 3, 6, 7, 9 To show negative empathy: 2, 5, 8, 10 To show disbelief: 4, 9 Note that 9 ‘How incredible!’ has two meanings.

echoing empathizing paraphrasing empathizing

Speaking

5 6 7 8

empathizing echoing paraphrasing empathizing

[ 2 ] Rachel: How awful! [1 ] Rachel: Terrible? [ 4 ] Rachel: That’s unbelievable! [ 7 ] Rachel: So what you’re saying is I went on holiday for a week and come back to find you’re a senior manager?! [ 3 ] Rachel: You mean that you were stuck in traffic for three hours! [ 5 ] Rachel: Really? [ 6 ] Rachel: Promoted? [ 8 ] Rachel: How amazing! Congratulations!

Saying it appropriately

D In the first extract, Emily’s tone isfkeenftjninterested and her intonation isfnsina)5fallina. This response encourages Casper totfontinueifetop talking about the topic. In the second extract EmjJyMone is keen^uninterestedbnd her intonation is risinar a lin a )This response’5nronrages Casper to continue^stopTCTlona about the topic.

UNITS 3^1

В ✓ /

1 2 3

That’s wonderful! Fantastic! How amazing! Great! How terrible! That’s awful! Oh no! That’s dreadful! That’s unbelievable! How incredible!

/ ✓ / /

I see/Really? Next year? So what you’re saying is you’d like me to source some possible new offices? Fantastic! / Great!

В (Answers will vary. Suggested answers only.) 1 2 3 4 5 6

Get speaking

That’s fantastic! / A new job? Really? How terrible! Late? Fantastic! / You mean you’ll be moving to America? Oh no! / Really?

(Answers will vary. Suggested answers only.)

Unit 4 Understanding Offer appropriate information first: ‘Christine is so successful. She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think?’ Ask questions indirectly: ‘You used to work for our new chief legal officer. Christine Bender, didn’t you?’ Create intimacy: ‘I really want to thank you, Michael, for taking me with you to the meeting.’ ‘You used to work for our new chief legal officer, Christine Bender, didn’t you?’ ‘She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think?’

В (Answers will vary. Suggested answers only.) 2 ,3 .. .so I’m told/by all accounts. 1, 4, 5, 8 Apparently/I heard that/lt seems that/ It appears that… 6 According to… 7 Did you hear that…

□ 1 2

Saying it accurately

D 1

3 4 Candy

Michael

В / / ✓ / ✓ ✓

✓

You’ve spent time in our Washington office, haven’t you,Jay? You approved our new brochure before it was sent to the printers, didn’t you, Rachel? You know our new CEO, don’t you, Matt? You’re attending our conference this year, aren’t you, Lianne? You’ve seen our budget for next year, haven’t you, Dan?

Saying it appropriately According to Jane… I’m sure that… I overheard Ben saying… Apparently, … I’m convinced that… I heard on the grapevine that It’s certain that… It seems/appears that… By all accounts,… … so I’m told. It’s guaranteed that… Did you hear that…? I heard that…

В question 1: intimate question 2: direct question 3: intimate

question 4: intimate question 5: direct question 6: intimate

Get speaking

В (Answers will vary. Model answers only.) 1

2 3

I heard on the grapevine / 1overheard that the company is planning to set up a sports and social committee, Max. You don’t know anything about that, do you Max? Well, according to Janice, the CEO is very enthusiastic about it.

Answer key

I 93

You don’t know when the meeting might happen, do you Max? You would want to be involved with it, wouldn’t you Max?

… _■ i i | Answers wl11 varV- Dialo9ue 15 a model answer

Unit5 Understanding [ 4 ] She explains what her company specializes in and the reason for her call. [ 1 ] Macey Chance checks that she is speaking to the correct person. [ 6 ] She sets up a meeting to discuss the matter further. [ 2 ] She introduces herself and says where she works. [ 5 ] She asks questions to gauge the person’s interest. [ 3 ] She checks that the person she is speaking to has time to talk.

Saying it accurately

D A

D E F

1 2 3

4 5

В A

Saying it appropriately

D 1 pushy 2 enthusiastic 3 abrupt

4 friendly 5 polite 6 bored

П (Answers will vary. Suggested answers only.) 1 2 3 4

В 1 2 3

С D E

Get speaking

Do you think that’s something that might be of interest to you? Could we set up a meeting for next week, Mr Lee? My company specializes in designing bespoke software. This is Tom Sweeney from Lermans and Co. May I ask you a question, Mr Lee? Do you have a moment to speak to me?

В С

4 5 6

D F С

A E В

Am I speaking to Mr Gulbert? Hello, this i s ………………….[first nam e]…………………. [last name] from Top Tier Training. Do you have a moment to speak to me? My company specializes in providing motivational training courses for staff. Do you think that’s something that might be of interest to you? Could we set up a meeting for next Tuesday at 10 a.m.?

В Answers will vary. Model answer in Get speaking 7.

Unit 6 Saying it accurately

Understanding Tuesday

Wednesday

9 a.m. 10 a.m. 11 a.m. 12 p.m.

9 a.m. 10 a.m. Gerhard Schmidt;

2 p.m. 3 p.m. Sabine Gerland,

Quiddestrasse ■f4 40 4 p.m. 5 p.m.

Speaking

Hippax, Berlin 11 a.m. 12 p.m. 2 p.m. Teleconference for

Gerhard Schimdt and colleague 3 p.m. 4 p.m. 5 p.m.

D 1 2 3

confirm check spell

4 5 6

better teleconference forward

С A E

4 5

В D

В 1 2 3

UNITS 5-7 Saying it appropriately 1 A 2 В

The call to Joy 3 4

С A

6 7

Get speaking

(Answers will vary. Suggested answers only.) The call to Giovanni 1 2

3 4 5

Hello Mr Fabro, this is …[first name][last name]… from Marlow Construction. How are you? Fine, thanks. I’m just ringing to confirm our appointment for Wednesday morning at 10 a.m. to discuss the Westdene Hospital building contract. Can I just check the address? That’s 40 Findon Street, isn’t it? Oh OK, could you spell that for me? Thanks, I look forward to seeing you then. Goodbye.

Hello Ms Lee, this is …[first name][last name]… from Marlow Construction. How are you? Fine, thanks. I’m just ringing to confirm our appointment for Thursday afternoon at 3 p.m. to update you on the Queen’s Hotel building project. No problem. Would Friday at 3 p.m. be more convenient? Great, I look forward to seeing you then. Goodbye.

В (Answers will vary. Suggested answers only.) 1 2 3 4 5 6

Hello, …[first name][last name]… I’m fine thanks, Valerie. And you? No problem. Would Tuesday be more convenient? Would you like me to arrange a telephone conference instead? Yes, I’ll email them over as soon as possible. Goodbye.

Unit 7 Understanding Strategy

Sentences from the telephone conversation

Make sure you’re speaking to the person who can help you.

State your complaint.

Set out your expectations to solve the problem. Confirm when your • Could you let me know when expectations will you have…? be met. • When will you get back to me?

Saying it accurately

2 3 4 5 6 7 8

damaged defective delayed disappointing tolerable poor passable inadequate

mediocre so-so indifferent unacceptable unprofessional unreasonable unsatisfactory unsuitable

В forceful extremely considerably very utterly entirely

absolutely totally completely altogether

not so forceful slightly somewhat rather quite

□

fl 1

I’m sorry to say that I’m not satisfied with this product. There appears to be a problem with this product. I’m not at all happy with this service. There seem to be some concerns regarding this product. Please could you replace it? Would you ensure that the replacement is sent today? Would you be able to email me when it has been sent? When can I expect to hear from you?

(Answers will vary. Suggested answers only.) 1

I need to make a comment about the latest sales figures because they are somewhat/quite/rather/ slightly; disappointing/unsatisfactory/mediocre. I’d like you to concentrate your efforts on improving them over the next quarter. There seem to be some concerns regarding the latest delivery, which was extremely/very/considerably delayed. Please could you ensure that it’s prompt next time. I’m afraid I’m not at all happy about the budget for the new project, which is altogether/absolutely/

Answer key

I 95

completely/entirely; unsatisfactory/disappointing/ mediocre/indequate. Please could you revise it immediately? There appears to be a problem with the accounts system, which is quite/rather/somewhat/slightly; disappointing/unsatisfactory/mediocre. I’d like you to see that it’s fixed by first thing tomorrow. I’m afraid that I’m not satisfied with the new catering company because their food was entirely/ completely/totally/altogether; unsuitable/inadequate/ disappointing. I’d like you to source some alternative suppliers by the start of next week.

Saying it appropriately

D speaker 1: appropriately speaker 2: inappropriately speaker 3: appropriately

speaker 4: inappropriately speaker 5: inappropriately

Get speaking 1

My name’s …[first name][last name]… and I’m CEO for Rickmans and Co. I want to speak to somebody senior, please. 2 I need to make a complaint. 3 Hello, could I have your name and position, please? 4 I’ll just note that down. I hope you can help me. 5 I’m afraid I’m not satisfied with the IT systems that have recently been installed in our offices. Employees haven’t received sufficient training and so are finding it very hard to get to grips with the new systems. And the support line, which was supposed to have been available 24 hours a day, has proved unreliable. 6 I would like you to provide additional training for employees and ensure that the support line is staffed 24 hours a day, as agreed. 7 Could you inform me when you’ve addressed the problem/spoken to him? 8 When can I expect to hear from you? 9 Thank you for your help on this.

Unit 8 Understanding

В and В

Tony Hopps – Queen of the Waves • cabin problems: booked a cabin on the outside, allotted a cabin inside, wife got seasick.

Phrases to show rearet/empathv: 3H, 6D Oh dear, I’m sorry to hear that. You must have felt terrible!

• buffet lunch: finished by the time they arrived at 2 p.m. • programme changes: fancy-dress party in programme for Saturday night didn’t take place. • laundry: fancy-dress costume got lost in laundry.

Proposed action: • refund: refund cost of more expensive outside cabin that they didn’t receive. • insurance claim: form on website to complete. • discount: 10 per cent discount on next booking.

Saying it accurately

D 1G Could you bear with me for 10 minutes while I get to the bottom of what went wrong here? 2C I’m terribly sorry for the problems that you’re experiencing. 3H I can imagine that was terrible. 4E I propose that we offer you some sort of compensation. 5A I’ll make sure that it gets done by the end of the week. 6D That must have been dreadful. 7F Could you tell me exactly what happened? 8B I do apologize for our part in this.

Speaking

Phrases to find out what the problem is: 1G, 7F Can you give me the details? So let me just recap. Phrases to apologize: 2C, 8B We would like to apologize to you for these problems. We are really very sorry for these difficulties. Phrases to propose a solution/promise action: 4E, 5A This is what I propose. We’ll deal with that within a week. We would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for problems you had. Is that acceptable to you, Mr Hopps?

Saying it appropriately

D 1 2

Version 1 A, D, and E

Get speaking

П (Answers will vary. Suggested answers only.) 1 2

I can imagine that was terribleVThat must have been dreadful. Oh dear, I’m sorry to hear that. Could you bear with me for 10 minutes while I get to

UNITS 8-9 the bottom of what went wrong here? 3 I’m terribly sorry for the problem that you experienced./l do apologize for our part in this./ We are really very sorry for these difficulties. 4 I propose that we offer you some sort of compensation./We would like to offer y o u as compensation f o r Is that acceptable to you, Mr/Ms …[last name]…?

4 5

В (Answers will vary. Suggested answers only.) 1

Oh dear, I’m sorry to hear that. Could you tell me exactly what happened? 2 That must have been dreadful!

So let me just recap. The food was delivered late, the waiting staff were not very professional and the food itself was not up to our usual standards? I’m terribly sorry for the problems that you’ve had. I’ll ensure that all the issues you’ve raised are addressed. I propose that we offer you a 5 per cent discount on your next order as compensation. Is that acceptable to you, Mr Grant? OK, shall we say a 10 per cent discount? How does that sound? I won’t let it happen again. Thank you for your call. Goodbye.

В Answers will vary. Dialogue is model answer.

Unit 9 Understanding

Get speaking

So. let’s get started, [ensure good timekeeping] Fabian, would you like to start? [control the discussion] So. to sum up point number one, [summarize key

decisions] Let’s move onto the next point: budget, [ensure good

1 2

timekeeping] Tony, that’s vour field, [control the discussion] Can I stop you there. Fabian? Let’s not get sidetracked. Let Tony tell us what exactly is planned and then we can… [control the discussion] We all have our action points to deal with and we know the next steps, [summarize key decisions] How does everybody feel about that? [control the

4 5

discussion] So. that wraps up everything for today, [ensure good

timekeeping]

The one tip that Janette does not follow: she does not go through the agenda at the start of the meeting.

Saying it accurately

П 1 2 3 4 5 6 7 8 9

9 coming, down make, start welcome, started aim, fix agenda, points see look, point begin/start kick/start

10 11 12 13 14 15 16 17 18

sidetracked sight on thoughts agree think up agreed sum

10 11

I’m glad you could both make it. Perhaps we could make a start. The aim of this meeting is to discuss plans for the upcoming company conference. On the agenda today are the following points for discussion: one, the program for the day and two, possible locations. So, let’s look at point number one on the agenda, the program for the day. Rita, would you like to start? I like that idea, Rita. What do you think, Paolo? Yes, that’s great. Would you be willing to come up with some detailed suggestions for the type of sessions that we could offer? Shall we move onto the next point: possible locations for the conference? Any thoughts on this, Rita? Can I stop you there, Paolo? Let’s not get sidetracked. So, tell us more about the conference facilities at the racetrack, Rita. Sounds promising, Rita. Could you get some prices for us? Shall I go over the main points that we’ve agreed? With regard to the program for the day, we think it would be good for middle managers to give the presentations this year and Paolo is going to come up with some ideas for some interactive sessions for the rest of the employees. And with regard to location, Rita is going to get some prices on the conference venue at the racetrack. Is everyone happy with that? Would anyone like to add anything? OK, that wraps up everything for today.

Answer key

I 97

Unit 10

Understanding Stage

Sentences from the conversation

(Suggested answers.)

1 Proposal

We suggest that we pay you €700 per head per day. We need to talk about fees.

1 2 3 4 5 6

2 Clarification of proposal 3 Counter proposal 4 Discussion 5 Suggestions of alternatives

6 New proposal

7 Agreement

Well, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. Let’s think about how we can make this work. Another possibility might be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? If we agree on a daily rate of €750 per head per day over six months, your company will receive €772,000. I take your point. We can live with that.

Get speaking

D (Suggested answers.) 1 2

Saying it accurately

n 1 2 3

E С В

we need to talk about We propose/suggest that that’s not going to work for us another possibility might be to We suggest/propose that I don’t think we could go along with that/That’s not going to work for us we can live with that

We need to talk about what exactly that price would include. I don’t think we could go along with that. We propose that we pay you $150,000 inclusive of materials. That’s an interesting proposal, but I don’t think that’s going to work for us. We suggest that we pay you $160,000 including materials. Have you considered the advantages of working with us. We’re planning to renovate our offices all over the country next year, so this could lead to a great deal more work in the future.

4 F 5 A 6 D

Unit 11 Understanding Employee Tony

Lucy

Fabian

Saying it accurately

Task(s) allocated

Finish date/ time • Taking care of Dimitri This weekend Mischkovic during his By Friday stay midday • Writing report on business activities for last twelve months. • Running SAP training By end programme for system September users • Organizing project kick-off meeting

Invitations out by this evening

П Asking for volunteers to complete a task: 1, 6, 7, 9, 15 Allocating a task to a particular person: 2, 4, 8, 12, 14 Determining a completion time for the task: 3,5, 10, 11 13

В 1 2 3

Speaking

4 5 6

about by with

в 2

of in for

Is anyone interested in doing this? / Who would like to take responsibility for this? .. .can you take care of that? / .. .will you deal with that for me? When do you think the statements will be ready by?

UNITS 10-12 Saying it appropriately

D 1 impolitely 2 politely 3 politely

4 impolitely 5 impolitely 6 politely

Get speaking

D (Suggested answers only.) 1 Is anyone interested in writing the pitch for the new project? Could you handle that, Jessica? Will you be able to get it done by Friday? 2 I need somebody to source samples for the new

company logo. Would anyone like to put themselves forward for this? Chris, could you take care of that? Is the end of the month realistic as a deadline? 3 I’m looking for somebody to prepare a quotation for a new client, Millwood and Co. Can I leave that with you, Ayisha? Can you send that out by next Thursday? 4 Are there any volunteers to write an advertisement to go in the paper for a new office manager? Would you take responsibility for that, Dan? Will you be able to get it done by the end of the day? 5 We need to decide who is going to organize the purchase and delivery of the new IT hardware. Who would like to take responsibility for this? Could you deal with that, Sophie? Is November realistic as a deadline?

Unit 12 Understanding At the start, Janette laid out ground rules. She asked speakers to: • give their name first so they knew who was speaking • not interrupt other speakers • speak clearly • let her know if anything was unclear. Carlo interrupted Petra when she was talking about software testing. Lee Mina asked Sanjav to clarify what he meant by working ‘closely’ together. Everyone agreed on an action point to start discussions with key suppliers in Mumbai. Another teleconference is booked.

Saying it accurately 1 So, it’s Karen here. 2 Thank you all for participating today. 3 Before we start, let’s just lay out some ground rules for telephone conferences. 4 Firstly, please always give your name first. 5 Secondly, don’t interrupt other speakers, please. 6 Thirdly, Please could you make sure that you speak clearly. 7 Finally, just let me know if anything is unclear. 8 Right, let’s run through the agenda.

1 2 3 4

interrupt finish sorry speaker

come there finished let

3 4

A С

3 4

polite impolite

Saying it appropriately 1 impolite 2 polite

Get speaking (Answers will vary. Suggested answer only.) So, it’s …[first namej[last name]… here. Thank you all for participating today. Before we start, let’s just lay out some ground rules for telephone conferences. Please always give your name first, so that we all know who’s speaking. Also, don’t interrupt other speakers, please. I’ll make sure that we keep the conversation on track and don’t lose any time. Finally, please could you make sure that you speak clearly and let me know if anything is unclear. OK?

Excuse me Emin, but I don’t think Pierre has finished yet. Sorry Jake, could you repeat that using clearer terms, please? Excuse me, Pierre, but I’m afraid I missed that. Could you say it again, please? Excuse me, is that acceptable to you, Emin? Sorry, can I just come in here? One speaker at a time, please.

Answers will vary. Model answer in dialogue and Get speaking 1.

Answer key

Unit 13 Understanding

…which means that you can combine all your business communications in one single package. Why is this important? Because it is much more straightforward than having a number of different providers for each service. Let’s look now at/Movina onto my next point, how much money this can save you every year… .. .and so, to sum up./in conclusion. Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you, please feel free to ask questionsTif anybody has any questions. I’d be happy to answer them.

1 В 2 A 3 С

Saying it accurately

D 3, 2, 1

B 1 2 3 4

Saying it appropriately C A В G

5 E 6 D 7 F

II Mv talk today is about/I want to tell you today about Telesmart, a new communications package that we’re offering to our loyal customers. First of all./Firstly. I’ll demonstrate how it works. Next/Then I’ll outline the advantages compared to other packages available and, finallv./lastlv. I’ll show you how it can benefit your business…

П Sentences 1, 4, and 6 are true. The rest are false.

Get speaking

П Answers will vary. Model answers in dialogue and Saying it accurately 1.

В Answers will vary.

Unit 14 Understanding Colin Field of business: Specialist stamp collecting book publisher. Customers: Children, teenagers, adults, people who have retired, mostly male. Customers looking for: information and books about stamps. Challenges: Reaching customers all over the world. Add to mailing list? Yes To do: send copy of demo software

Saying it accurately

fl (Answers will vary. Suggested answers only.) 1 What line of work are you in? 2 What does that involve exactly? 3 What sort of customers do you have? 4 What do your customers want? 5 What would help you to help your customers? 6 What issues do you face in your line of work?

100

Speaking

В 1 В 2 F 3 D

4 E 5 С 6 A

В (Order of questions/answers may vary, but answers must follow correct questions.) [12] Kay: Well, would you be interested in hearing more about our website design sen/ice? It would be a great way to publicize your services. [ 2] Kay: Hello Jon, nice to meet you. First of all, what line of work are you in? [ 4] Kay: And what does that involve exactly? [ 3] Jon: I’m a surveyor. [ 6] Kay: What sort of customers do you have? [13] Jon: Yes, I would. [14] Kay: Here’s some more information on that then. And can I add you to our mailing list? [ 5] Jon: Well, I carry out valuations and building surveys on properties for clients. [15] Jon: That sounds like a good idea. I think it would be useful to keep up-to-date with any new PR ideas.

UNITS 13-15 [10] [ 8] [ 1] [11] [ 7] [ 9]

Kay: What challenges do you face in your line of work? Kay: And what do your customers want from you? Jon: Hello Kay, I’m Jon. Jon: We find it hard to get our message out to new clients without spending lots of money on advertising. Jon: Mainly small businesses or private purchasers. Jon: They are looking for a professional service, which is delivered promptly and is good value for money.

Saying it appropriately

D speaker 1 С speaker 2 A speaker 3 В

В Speaker 3 is likely to generate most interest because of the style of their approach.

В 1 I’m [really] sorry but I haven’t got any brochures left. 2 Unfortunately I forgot to bring my business cards. I do [apologize]. 3 I’m [afraid] I can’t help on you on this. I’ll ask a colleague.

Get speaking (Answers will vary. Suggested answers only.) 1 Hello, can I help you? 2 What line of work are you in? 3 Who are your customers? 4 What do your customers want? 5 What challenges do you face in your line of work? 6 Would you be interested in hearingabouta new video link teleconferencing system that would allow you to have meetings with customers around the world?

Unit 15 Understanding conversation 1: urgent close conversation 2: hard close conversation 3: emotional close conversation 4: urgent close

Saying it accurately

D 1 2 3 4 5 6 7 8 9

How do you think it will look when it’s installed? How many can I put you down for? It’s only available at this price today. Shall we start the paperwork? We only have this offer for a short time. We’ve only got six of this item left in stock. What will people say when they see it? What will you feel like when it’s in place? When would you like to start?

В a hard close: 2, 4, 9 an emotional close: 1, 7, 8 an urgent close: 3, 5, 6

Saying it appropriately

В (Answers will vary. Suggested answers only.) 1 Seller’s mistake: Seller should not use closed questions. They should frame the request or sales

pitch in an open wav. Seller should have said: It’s a great opportunity. Shall we start the paperwork? Seller’s mistake: Seller should assume customer wants to buy the product. Seller should not allow customer an easy wav out. Seller should have said: When would vou like to start? Seller’s mistake: Seller should be quiet and let customer decide. Seller should have said: How many can I put vou down for?

Get speaking (Suggested answers.) 1 We have a special offer on this. The 24-hour call out feature is included in the basic package at no additional cost. But we only have this offer for a short time. 2 And so we can do £8.99 per head for the full buffet. Shall we start the paperwork? 3 It’s only €10,000 to supply hand-made Swedish desks and chairs throughout the whole office. What will you feel like when you can see the stunning designs in place? 4 Our fee is $ 10,000 for the whole audit. When would you like us to start? 5 That means it costs only $5,000 a unit when you order more than twenty. I should point out though that there are only fifty units left in stock. Otherwise, you’ll have to wait three months till the next shipment.

Answer key

101

And corporate membership will work out at only £30 a month. How do you think your employees will

feel when you tell them those amazing rates?

Unit 16 Understanding

Conversation 1 C 1 :l’m really sorrv. [Uses emphasizers, for example, ‘really’ with ‘sorry’] but that’s not possible. Company policy doesn’t allow me to make that kind of deal. [Outside circumstances.] С 1: No, I’m sorrv. [Apology] I have an appointment in ten minutes. I don’t really have the time right now. [Outside circumstances.]

Conversation 2 C2: Unfortunately, that’s just not possible. [Apology] I’m a freelance journalist, so I really don’t need three licences. [Explanation.] C2: Sorry, but that’s out of the question. [Apology] I’d lose mv job! We have to keep our independence from the computer industry. [Outside circumstances/ explanation.]

Unfortunately, that’s just not possible … /I’m really sorry, but that’s not going to work… 3 I’m afraid Idon’t really have the time now… 4 Sorry, butthat’sout of the question.

Saying it appropriately

D 1 в

2 A

В speaker 1: speaker 2: speaker 3: speaker 4: speaker 5:

sincere insincere insincere sincere insincere

Get speaking Saying it accurately

В 1 sorry 2 possible 3 work 4 not 5 rather

6 7 8 9 10

no time back thanks question

В 1 No, I’m sorry. Note that all sentences from Saying it accurately 1 would fit here.

(Answers will vary. Suggested answers only.) 1 No, I’m afraid not. We just don’t have the budget to purchase additional software this year. 2 I’m really sorry, but I can’t change company budgeting policy. 3 Sorry, but it’s out of the question. Goodbye.

В Answers will vary. Model answers in Get speaking 1.

Unit 17 Understanding

П To find out about the candidate’s:

Questions from dialogue

personality

goals and ambitions work history

102

Speaking

suitability for company and role

• What do you know about our company? • What makes you suitable for this job, do you think? • What is good customer service, in your view?

в Georgina Harris comments on Mansha Khan’s age when saying ‘Well, you are quite young, aren’t you?’

UNITS 16-18 Saying it appropriately

Saying it accurately

D 1 2 3 4 5

П hire independently yourself situation greatest

6 7 8 9 10

rewarding challenges current see right

В 1 Why do you think you’re right for this job?/What makes you suitable for this job, do you think?/Why should I hire you for this job? 2 What do you know about our company? 3 What are your greatest strengths and weaknesses? 4 What has been most rewarding about your current job?/What do you feel has been your biggest achievement to date? 5 So why would you like to leave your current job? 6 Where do you see yourself in five years’ time?/ What are your goals for the next five years?

Appropriate questions: 1, 4, 7, 10. The rest are inappropriate questions.

Get speaking (Answers will vary. Suggested answers only.) 1 Thanks for coming today, it’s nice to meet you. What makes you suitable for this job, do you think? 2 OK, great. And what are your greatest strengths and weaknesses? 3 Uh-huh, could you give me an example of a time when you had to multitask in your current role? 4 That’s good. And why would you like to leave your current job? 5 Right. And what are your goals for the next five years? 6 That’s interesting. Thanks for your time. We’ll be in touch. Answers will vary with regard to employing this candidate, but most people would probably think that the candidate answered the questions effectively.

Unit 18 Saying it accurately

Understanding Would you hire this candidate?

Why/Why not?

Yes

He effectively expands on details in his resume and talks about his relevant experience in depth. He does not reply using full sentences and so offers no useful or convincing information about his suitability for the job, even when pressed. She demonstrates that she has researched the background of the company and emphasizes the positive aspects. She answers the question honestly and shows that she is aware of her weakness and working to improve it. He misinterprets the question and does not listen when the interviewer tries to correct him.

Candidate

Yes

В 1 E 2 F 3 В 4 H

There are no correct answers here. It depends on your opinion of yourself.

Saying it clearly

В conscientious creative dependable determined diplomatic enthusiastic experienced fair

logical loyal methodical motivated practical reliable resourceful trustworthy

Saying it appropriately question 1: candidate 2 question 2: candidate 1 question 3: candidate 2 question 4: candidate 2 Answer key

I 103

question 5: candidate 1 question 6: candidate 2 question 7: candidate 1 question 8: candidate 2

Get speaking

QandQ Answers will vary. Model answers in Saying it accurately 2.

Unit 19 Understanding Sentences 1, 4, 5, 6, and 8 are true. The rest are false.

Saying it accurately

Saying it appropriately

Discussing employee’s job description: 1, 3, 8 Assessing employee’s performance: 4, 7, 11 Setting employee an objective: 5, 6, 12 Discussing employee’s future development: 2, 9, 10

В Manager: And so, as personnel assistant, your responsibilities include writing advertisements for vacancies, selecting possible candidates, and sitting in on the interviews with the relevant manager. …1,3, 8 … Employee: Yes, that’s right, but I also carry out induction days for new employees and some in-house training for existing employees. Manager: Oh yes, of course. …4… Employee: Well, I think I’ve done well. I’ve helped to recruit twenty-three new members of staff and carried out successful inductions with all of them. Manager: Yes, I’ve had some positive feedback on that. As for my personal opinion, …7, 11… Employee: That’s very encouraging to hear. Manager: Great. Right, some employees have mentioned to me that they would like to receive First Aid training. I’m all in favour of that so . . . 6 . . . Employee: OK. Should that be open to everyone in the company?

104

Manager: Yes, absolutely. OK, …10… Employee: Yes, I’d be very keen to go on a management course. Thanks.

Speaking

1 2 3 4

interested positive polite: assertive diplomatic: encouraging

Get speaking

П (Answers will vary. Suggested answers only.) 1 So, your main responsibilities are maintaining office services, supervising office staff, and overseeing office records and efficiency. Have I missed anything, Kamil? 2 How do you feel about your performance this year? 3 Yes, absolutely. My impression is that your performance has been very good this year. 4 I’d like you to implement the second phase of the office refurbishment, namely new furniture and equipment for the ground floor, by [indicate a deadline] March of next year. 5 Great. Moving forward, I think you should work to improve your IT skills. Perhaps we could look at training courses for that?

В Answers will vary. Model answers in dialogue.

UNITS 19-20

Unit 20 Understanding

Get speaking

Sentences 3, 5, 7, and 9 are true. The rest are false.

Saying it accurately 1 E 2 A 3 F 4 I 5 H

6 7 8 9 10

D С В J G

Saying it appropriately

D Those using an appropriate tone are speakers 1,4, 5, 8, and 9. The rest use an inappropriate tone.

(Answers will vary. Suggested answers only.) 1 Excuse me, Karen, I’d like to schedule a meeting with you to discuss my position. 2 Thank you. I wanted to ask you if it would be possible for me to get a transfer to the US office? 3 I appreciate that. But I think you’ll agree that I’ve been a loyal employee over the last six years and I’m very keen now for a new challenge and the opportunity to live abroad. 4 I thought that might be a problem, so perhaps you would consider this proposal. Would you be willing to see if any of the employees in the US office would like to do a job swap for a few months? 5 Thanks for your time today. I do appreciate that.

Answer key

I 105

AUDIO SCRIPTS

Unit 1

Starting a conversation

Track 02

Alex: Sophia: A:

It’s a beautiful day today, isn’t it? Absolutely, I love New York in the spring. Have you been here before? No, it’s my first trip.

Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from?

I’m from Athens. It’s a great place to live. What do you do?

I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal.

Really? And do you often find any illegal activities?

More than you might expect! Anyway, we’d better get back tothe presentation…

Track 06

So, what do you do exactly?

[beep] How did you get here?

[beep] How long did that take?

[beep] Marseilles’s really beautiful, isn’t it?

[beep] Where do you come from, then?

[beep]

Unit 2

Talking about jobs

Track 09

106

Speaking

I’m a nurse. I help to look after people when they are sick.

I work in marketing. My main responsibility is to promote new products ahead of their launch.

I’m a manager on a construction site. I oversee a team of 250 builders and twenty administrative staff.

UNITS 1-3 4

I’m a PA. My job entails organizing my boss’s affairs.

I’m an IT programmer. My company develops websites for my clients.

I’m a project manager. I’m responsible for making sure that our projects come in on schedule and within budget.

I’m an architect. I’m in charge of designing new buildings and pitching ideas to new clients. I’m a banker. My job involves managing my customers’ money effectively and profitably.

Unit 3

Showing interest in other people

Track 12

Extract 1: For example, in Singapore you discuss prices much earlier in a negotiation than we do in Germany.

Really?

Extract 2: Back in Berlin, I play centre forward for the company football team.

Really?

For example, in Singapore you discuss prices much earlier in a negotiation than we do in Germany.

Track 13

[beep] C:

Back in Berlin, I play for the company football team.

[beep] Track 16

I’ve got some news. I’ve just found out that they won’t renew our lease on this building, so we’re going to have to find a new office space.

[beep] The good thing is that we don’t have to be out until the start of next year.

[beep] And so we’ve got plenty of time to sort everything out. I’d like you to go away and do some research about potential new sites.

[beep] That’s right. And we should put a bit more in the budget for rent next year.

[beep]

Audio scripts

I 107

Track 17 1

I’ve got a new job!

[beep] 2

I’ve been to Milan three times on business this month. I think it’s a beautiful city.

[beep] 3

I went for a walk in my lunch hour and it started to rain and I got soaking wet!

[beep] 4

I missed my train and was late for the meeting.

[beep] 5

I’m being transferred to the New York office.

[beep] 6

My secretary has just resigned.

[beep]

Unit 4

Exchanging information

T rack 19

Candy: Michael:

The company is going to make redundancies next year. Our department will be affected. Apparently, the company is going to make redundancies next year. It seems that our department will be affected.

T rack 21

1 You used to work for our new chief legal officer, Christine Bender, didn’t you? 2 Have you spent time in our Washington office? 3

You approved our new brochure before it was sent to the printers, didn’t you, Rachel?

You know our new CEO, don’t you, Matt?

Are you attending our conference this year?

You’ve seen our budget for next year, haven’t you, Dan?

You used to work for our new chief legal officer, Christine Bender, didn’t you, Michael?

Track 22

2 You’ve spent time in our Washington office, haven’t you, Jay? 3 You approved our new brochure before it was sent to the printers, didn’t you, Rachel? 4

You know our new CEO, don’t you, Matt?

5 You’re attending our conference this year, aren’t you, Lianne? 6 You’ve seen our budget for next year, haven’t you, Dan?

108 j Speaking

UNITS 4-5 Track 23 [beep] Uh-huh.

[beep] Yeah, I’ve heard the same thing. But it’s something that the board isn’t keen on, so I’m told.

[beep] Well, that’s good news. Maybe he’ll convince the board in their next meeting.

[beep] No, I’m afraid not. But I don’t think they will approve it this year because they have to wait until the new budget is signed off before making any decisions that might require additional funding.

[beep] Absolutely, I think it’s a great idea.

Unit 5

Cold calling

Tracks 26 a n d 27

Do you think that’s something that might be of interest to you?

Could we set up a meeting for next week, Mr Lee?

My company specializes in designing bespoke software.

This is Tom Sweeney from Lermans and Co.

May I ask you a question, Mr Lee?

Do you have a moment to speak to me?

Track 28

[beep] Speaking.

[beep] Oh, yes.

[beep] Yes, I have a few minutes.

[beep] The idea sounds interesting.

[beep] Yes, that sounds good. Look forward to meeting you then.

Audio scripts

109

Unit 6

Confirming or rearranging appointments

Track 31

Hello, it’s Jan Stevenson here. How are you? [beep]

I’m very well, thank you. But I’m afraid I have to cancel our meeting next Tuesday. [beep]

No, Wednesday isn’t any good. I’m afraid, because my partner will be in Shanghai and she really needs to attend too. [beep]

Yes, a telephone conference on Wednesday at 9 a.m. would be great.

[beep] Track 32

Giovanni Fabro.

[beep] Hello, I’m well, thanks. And you?

[beep] Yes, that’s right. I’m looking forward to it.

[beep] No, it’s not Findon, it’s Fenchurch Street.

[beep] Of course, F-E-N-C-H-U-R-C-H Street. Hello, Joy Lee.

[beep] Very well, thanks. How are you?

[beep] Ah, I was going to call you today. I’m afraid I can’t do Thursday.

[beep] Yes, that’ll be fine.

[beep] Track 33

[beep] Hello, this is Valerie Auguste from Finch and Co. How are you?

[beep] I’m fine. I’m afraid I have to cancel our meeting on Monday.

[beep]

110

Speaking

UNITS 6-7 No, I’m afraid I’m out of the country on business then.

[beep] A telephone conference sounds like a great idea. Will you send me the details?

[beep] Thank you, I look forward to hearing from you. Goodbye.

[beep]

Unit 7

Making a complaint on the telephone

T rack 36

I need to make a complaint about the latest sales figures, because they are somewhat disappointing. I’d like you to concentrate your efforts on improving them over the next quarter.

There seem to be some concerns regarding the latest delivery, which was extremely delayed. Why is this? Whose fault is it? I want you to get to the bottom of it and tell me who I should shout at.

I’m afraid I’m not at all happy about the budget for the new project, which is unsatisfactory. Please could you revise it asap.

There appears to be a problem with the accounts system, which is extremely disappointing. Now, you were the one who installed it so I’m holding you personally responsible for this. Sort it out.

5 I’m not satisfied with the new catering company because the food was disgusting. I just can’t believe that you hired them. What were you thinking? It was so embarrassing in front of our clients. Track 37

I need to make a complaint about the latest sales figures, because they are somewhat disappointing. I’d like you to concentrate your efforts on improving them over the next quarter.

There seem to be some concerns regarding the latest delivery, which was extremely delayed. Please could you ensure it’s prompt next time.

I’m afraid I’m not at all happy about the budget for the new project, which is unsatisfactory. Please could you revise it asap.

There appears to be a problem with the accounts system, which is extremely disappointing. I’d like you to see that it’s fixed by first thing tomorrow.

I’m afraid that I’m not satisfied with the new catering company because their food was entirely unsuitable. I’d like you to source some alternative suppliers by the start of next week.

Track 38

Receptionist:

Hello, Lettermans International, how can I help you?

[beep] Receptionist:

Can I ask what it’s regarding?

[beep] Audio scripts

I 11

Receptionist: Janet:

Please hold the line and I’ll connect you. Hello, Customer Relations.

[beep] Janet:

I’m Janet Green and I’m customer relations manager.

[beep] Janet:

I hope so too. What can I do for you today?

[beep] Janet:

I’m very sorry to hear that. What can we do to improve the situation?

Janet:

That sounds perfectly reasonable. I’ll have a word with our training manager today and set up a time for him to return to the offices.

[beep]

[beep] Janet:

Of course.

[beep] Janet:

By tomorrow morning, at the latest.

[beep] Janet:

Unit 8

Not at all, we’ll get this fixed as soon as we can.

Dealing with a complaint on the telephone

Track 42

Could you bear with me for 10 minutes while I get to the bottom of what went wrong here?

I’m terribly sorry for the problems you’re experiencing.

I can imagine that was terrible.

I propose that we offer you some sort of compensation.

I’ll make sure that it gets done by the end of the week.

That must have been dreadful.

Could you tell me exactly what happened?

I do apologize for our part in this.

And I had to wait for over an hour at the airport before the taxi came to pick me up. [beep]

The whole conference was a farce! Delegates were wandering from room to room and nobody knew where they should be or what was happening. What went wrong?

And it was all your company’s fault.

T rack 43

[beep] [beep] 4

So what are you going to do about it? [beep./

112 1 Speaking

UNITS 8-9 Track 44 Hello, my name is John Grant and I’m afraid there have been several complaints about the food that you supplied for our recent conference.

[beep] Well, firstly the food was delivered late. It was supposed to be served at 12 p.m. and your staff didn’t reach the building until 12.15 p.m. and by the time they started serving, it was 12.30. And speaking of staff, several of your waiters didn’t seem to know what they were doing and ended up spilling food all over the place.

[beep] Anyway, when the food was finally served up it was cold and tasteless. We ordered Chicken Provengal and all we got was a lump of lukewarm meat swimming in a bland sauce with a few limp tomatoes. Not very impressive.

[beep] Yes, that’s about the sum of it.

[beep] OK.

[beep] Frankly, that doesn’t seem enough.

[beep] OK, I suppose that’s acceptable. As long as you can assure us that we won’t have the same problems again.

[beep]

Unit 9

Running a face-to-face meeting

Track 46

Thank you all for coming. Let’s get down to business.

I’m glad you could all make it. Perhaps we could make a start.

I’d like to welcome you all here today. Let’s get started.

The aim of this meeting today is to fix next year’s budget.

On the agenda today are the following points for discussion.

6 7

Looking at the agenda, you’ll see that there are five things to discuss today. So, let’s look at point number one.

John, would you like to begin?

9 10

Lynn, would you like to kick things off? Can you stop there, Paul? Let’s not get sidetracked.

Let’s not lose sight of the main objective here.

Shall we move on to the next point?

Any thoughts on this, Janine?

Do we all agree on this?

What do you think, Simon? Audio scripts

1113

16 OK, that wraps up everything for today. 17 So, let’s just summarize the main things we’ve agreed. 18 So, to sum up, we’ve agreed the budget for next year.

Track 49 Rita:

Yes, I’ve had some thoughts on this. Last year, we had a series of speakers from the senior management team, so we thought that perhaps this year it would be good if we asked some middle managers to do the presentations instead?

[beep] Paolo:

Yes, great idea, as long as the middle managers want to do it, of course! It might be nice to include some interactive sessions for the rest of the employees as well.

[beep] Paolo:

Yes, I’d be happy to.

[beep] Rita:

Paolo:

Urn, yes, there’s a conference room at the racetrack near the office and I thought that we could look into the possibility of having it there. Speaking of racetracks, did you see the Grand Prix last night? Nail-biting stuff… Yes, it was great. I couldn’t believe that last lap…

[beep] Rita:

Sorry, yes, I heard that they have a large conference room and then a separate lounge area alongside.

[beep] Rita:

Sure, no problem.

[beep] Rita and Paolo:

Yes.

[beep] Rita: Paolo:

No. I don’t think so.

[beep]

Unit 10 Negotiating agreement Track 54

So I reckon we can do the whole job for you, all in at $200,000.

[beep] Well, that figure would cover manpower and insurance, but not materials, of course.

[beep] I’m afraid we can’t go along with that. Let’s think about how we can make this work. Another possibility is to pay us by the day for labour and materials?

[beep] I take your point… OK, I think we can live with that.

114

Speaking

UNITS 10-12

Unit 11

Assigning action points Note that the text for all the audio is on the page of the unit.

Unit 12

Running a teleconference

Track 60

1 Thank you all for participating today. 2 3

Before we start, let’s just check some ground rules for telephone conferences. Firstly, please always give your name first.

Right, let’s run through the agenda.

Sorry Hans, let Zara finish.

One speaker at a time, please.

Sorry, can I come in here?

Fabrice, I don’t think Chris has finished yet.

Sorry, but I don’t quite follow you. Could you repeat what you just said?

10 11

Sorry, but I didn’t quite catch that. Could you run it by me one more time? Sorry, I’m afraid I missed that. Could you say it again, please?

Excuse me, but I’m not sure what you meant by that. Would you mind repeating it?

Track 63

Pierre: Emin:

It’s Pierre here. I’m just not sure that’s going to work if we don’t

—

This is Emin here. How about we look at —

[beep] Jake: Kazum i:

…Jake here. I just think it’s time to take the bull by the horns on this one. Excuse me, this is Kazumi. What does ‘bull by the horns’ mean?

[beep] Pierre:

.. .This is Pierre, [becomes very unclear]

[beep] Kazum i:

…Kazumi here. It’s just I’m not sure what my manager will say if we go down that route. It depends on a lot of things. I’ll have to think about it and look over the figures more carefully. It really is a difficult decision, especially in this climate…

[beep] Pierre, Emin, Kazumi, and Jake:

[all speaking at once] [beep]

Audio scripts

I 11

Unit 13

Presenting a product or service

Track 66

My talk today is about Telesmart, a new communications package we’re offering to our loyal customers. Firstly, I’ll demonstrate how it works. Then I’ll outline the advantages compared to other packages available and, finally. I’ll show you how it can benefit your business… This means that you can combine all your business communications in one single package. Why is this important? Because it’s much more straightforward than having a number of different providers for each service. Let’s look now at how much money this can save you every year… And so, to sum up, Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you. Please feel free to ask questions.

Unit 14 Working on a stand Track 68

Jon:

Hello Kay, I’m Jon.

Kay: Jon:

Hello Jon, nice to meet you. First of all, what line of work are you in? I’m a surveyor.

Kay:

And what does that involve exactly?

Jon: Kay:

Well, I carry out valuations and building surveys on properties for clients. What sort of customers do you have?

Jon:

Mainly small businesses or private purchasers.

Kay:

And what do your customers want from you?

Jon:

They are looking for a thorough and professional service, which is delivered promptly and is good value for money.

Kay:

What challenges do you face in your line of work?

Jon:

We find it hard to get our message out to new clients without spending lots of money on advertising.

Kay:

Would you be interested in hearing more about our website design service to publicize what you do? Yes, I would.

Jon:

116

Speaking

Kay:

Here’s some more information on that then. And can I add you to our mailing list?

Jon:

That sounds like a good idea. I think it would be useful to keep up to date with any new PR ideas.

UNITS 13-14 Track 69 1

What line of work are you in?

What does that involve exactly?

What sort of customers do you have?

What do your customers want?

What would help you to help your customers?

What issues do you face in your line of work?

Would you be interested in something that could make your life easier?

Would you like me to show you our new product?

Would you like to hear more about our new product?

Do you have a couple of minutes to look at our new product?

Track 70

Speaker 1: Excuse me, sorry… er, do you have any challenges, er, at work? …Well, I could show you the new mailing system, I suppose. Speaker 2: Tell me about your challenges at work… Well, then, you need this new mailing system. Speaker 3: What challenges do you face in your line of work? …Would you be interested in something that could make your life easier, our new mailing system? Track 71

1 I’m really sorry, but I haven’t got any brochures left. 2

Unfortunately, I forgot to bring my business cards. I do apologize.

I’m afraid I can’t help you on this. I’ll ask a colleague.

Track 72

[beep] Er, hello, urn, I’m just having a look.

[beep] I run an interior design company.

[beep] I have some private customers, but mostly it’s shops or businesses.

[beep] They want us to redesign their workspaces and oversee the renovation works.

[beep] Well, it’s hard to get a final decision out of our customers sometimes because the managers are dotted around the world in different offices. This can delay our projects and have an impact on our costs.

[beep] Yes, that does sound interesting.

Audio scripts

[117

Unit 15

Closing a sale

Track 75

For a hard close Flow many can I put you down for? Shall we start the paperwork? When would you like to start? For an emotional close Flow do you think it will look when it’s installed? What will people say when they see it? What will you feel like when it’s in place? For an urgent close It’s only available at this price today. We only have this offer for a short time. We’ve only got six of this item left in stock.

Unit 16

Saying’no’politely

Track 77

1 No, I’m sorry. 2 Unfortunately, that’s just not possible. 3 I’m really sorry, but that’s not going to work. 4 I’m afraid not. 5 I’d rather not, thank you. 6 Thanks, but I have to say no. 7 I’m afraid I don’t really have the time right now. 8 Thanks, I’ll get back to you on that one. 9 Thanks, but no thanks. 10 Sorry, but that’s out of the question. Tracks 79 a n d 80

Speaker 1:

118 1 Speaking

Speaker 2:

I’m really sorry, but I don’t have the authority to make a decision on that. I’m very sorry, but I’m afraid I have to say no.

Speaker 3:

I’m so sorry, but that’s out of the question.

Speaker 4:

I’m terribly sorry, but that’s not going to work.

Speaker 5:

I’m extremely sorry, but it’s just not possible.

UNITS 15-17 Track 81 …and so that just about sums it up. Shall we start the paperwork?

[beep] But this offer is a one-off, not-to-be-missed opportunity.

[beep] Really? But wouldn’t you be able to make an exception for an opportunity such as this one?

[beep] Track 82

And so our designers could completely revamp your website for just $5,000. Shall we set up a consultation meeting?

[beep] But just think of all the additional customers that a new website would attract. Surely you don’t want to miss this opportunity?

[beep] We could possibly bring it down to $4,500. Would that be of interest to you?

[beep] Well, that’s a shame. But here’s my card and if you do change your mind…

Unit 17 The successful job interviewer Track 84

Mary: Yiannis: M: Y: M: Y:

M: Y:

Why do vou think you’re right for this iob? Well, I think that I’d be suitable for the position because I’ve had lots of relevant experience in my previous roles. Also, I think I’d be a good fit for the company. What do vou know about this company? Quite a bit. I know that it’s the second largest advertising company in the country and that you employ over 500 staff. That’s right. Now, tell me a bit about yourself. What are vour greatest strengths and weaknesses? Hmm, interesting question. Well, I’m very hard-working and incredibly creative, as you can see from my portfolio. But, on the downside, I’m also a bit of a perfectionist, so I find it hard to let go of a project sometimes. But I’m working on that! OK. And what has been most rewarding about vour current job? That would have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year. It was great to get some acknowledgement for all our hard work. Uh-huh. So why would vou like to leave vour current iob? Well, I’ve enjoyed working for a small company and learnt a lot, but I’d really like the opportunities that are offered by working for a large company, for example, the chance to pitch to big clients. Audio scripts

1119

M: Y:

Right, so where do you see yourself in five years’ time? I’d like to be working as a senior advertising executive with a number of great campaigns under my belt.

Track 87 [beep] Well, I’ve had lots of experience that’s relevant for the assistant’s position. From what I’ve learned about the company, I think this would be a great place for me to develop my skills and learn more about the business.

[beep] Urn, I’m very well organized and able to multitask. But I also have a tendency to take on too much, so I’m trying to improve on that.

[beep] Well, yes, I organized the company conference last year and had to sort out the venue, catering, speakers and so on. My phone didn’t stop ringing in the weeks running up to it, but it all turned out well in the end.

[beep] I’ve been there for six years now and I’m ready for a new challenge.

[beep] I’d like to gain experience in all areas of business, perhaps with a view to moving into a junior sales position.

[beep]

Unit 18 The successful interview candidate Track 90

So. could vou tell me about yourself?

Candidate 1:

Well, I’m 32 years old. I was born in Vancouver but my family moved to the US when I was 16, so that’s how I ended up in Washington. I really enjoyed math at high school, so I studied that at college as well. I had a great time while I was there, made lots of friends and really enjoyed the course. Then I got my first job when I was…

Candidate 2:

I did Business Studies at Princeton and then joined Kays Brothers where I worked part-time while finishing my accountancy qualifications. I joined my current company five years ago and have worked my way up to audit manager.

Whv do vou want this job?

Candidate 1:

I’d like this job because it would give me an opportunity to work for a larger organization than I do currently and so broaden my professional experience.

Candidate 2:

Because it pays well.

120 I Speaking

UNIT 18 3 How would vour colleagues describe vou? Candidate 1: They’d say that I’m very good at team sports and that I’m always good fun. Just don’t ask them what I did after last year’s summer conference! Candidate 2: They’d describe me as a team player, who is always dedicated to getting the job done. 4 How do you cope with working under pressure? Candidate 1: I don’t really like it. Candidate 2:

I try hard not to let pressure get to me and just to concentrate on getting the job done. What is vour greatest strength?

Candidate 1:

I’m very enthusiastic. I’m always keen to learn new skills and move out of my comfort zone.

Candidate 2:

I’m really good at motor car racing. What’s vour greatest weakness?

Candidate 1:

I can be a bit lazy.

Candidate 2;

I have a tendency to take on too much, but I’m trying to improve on that by delegating wherever appropriate.

7 Candidate 1:

Candidate 2: 8

Are vou a team plaver? Yes, I was part of the team of people who put together a successful pitch for a large multi-national client. We each played our part in putting together a great presentation and we ended up being awarded the contract. Not really. I prefer to work by myself. Where do vou see vourself in five years?

Candidate 1:

I’d like to have retired and be sitting on a beach.

Candidate 2:

I like to think that I would still be working here, perhaps as a senior product designer.

Track 91

So, could you tell me about yourself?

[beep] 2

And why do you want this job?

[beep] 3

How would your colleagues describe you?

[beep] 4

How do you cope with working under pressure?

What is your greatest strength?

[beep] [beep]

Audio scripts

1121

What’s your greatest weakness?

[beep] 7

Are you a team player?

And where do you see yourself in five years’ time?

[beep] [beep]

Unit 19 Carrying out performance reviews Track 94

How do you feel about your performance this year?

I’ve observed that you are steadily improving in all areas of your job.

I would like you to establish a job rotation scheme. I expect you to organize this by the end of the month.

Down the line, I think it would be helpful for you to develop your interpersonal skills.

Track 95

[beep] No, I think that about covers it.

[beep] I think I’ve done well. I’ve met all my targets in terms of budget cuts and I think the first phase of the office refurbishment was successful too.

[beep] Thanks. That’s good to know.

[beep] OK, that sounds reasonable.

[beep] Yes, I’d be keen to work on that.

Unit 20

Persuading your manager

Track 97

122 I Speaking

1 2

I think you’ll agree that my proposal for unpaid leave is quite convincing. I’d like to ask for a transfer to a different department.

Would you be willing to support my request for extended leave?

I’d like to schedule a meeting with you to discuss my position.

Wouldn’t you say this should be taken into consideration?

UNITS 19-20 6 I’d like to discuss my compensation with you. 7 Wouldn’t it make sense for me to attend a management training course? 8 Thanks for your time today. I do appreciate that. 9 I thought that might be a problem, so perhaps you would consider this proposal. 10 I wanted to ask you if it would be possible for me to extend my paternity leave. Track 98

1 2 3 4

achieved, such, much managed, job, suggestions discuss, sense, skills organizing, raise, skills

Tracks 99 a n d 100

1 2 3 4 5 6 7 8 9 10

I think you’ll agree that my proposal is quite convincing. I’d like to ask for a transfer to a different department. Would you be willing to support my request? Wouldn’t you say this should be taken into consideration? I’d like to discuss my compensation with you. Wouldn’t it make sense for me to attend a management training course? I thought that might be a problem, so perhaps you would consider this proposal. I wanted to ask you if it would be possible for me to extend my paternity leave. Don’t you agree that my performance has exceeded expectations? I’m sure you can understand my concerns.

Track 101

[beep] Yes, of course. Actually I’m free for 15 minutes now, if that suits you.

[beep] Oh, I’m not sure about that. We need you here, really.

[beep] I do understand. But what would we do in this office without you?

[beep] Well, maybe. I’ll need to think about it.

[beep]

Audio scripts

1123

Collins English for Business

T a lkin g is easy. G e ttin g people to listen to you, that’s where we can help. Bob Dignen, Collins author

Collins English for Business

EFFECTIVE

Collins

INTERNATIONAL

KEY BUSINESS SKILLS Barry Tomalin

BUSINESS COMMUNICATION

English for Business

presentations, M eetings,

negotiations ^ B u ild y o u r i n t e r p e r s o n a l skills

3*5

networking

I/ BOB DIG N EN with Ian McMaster C1

P O W E R E D BY C O B U IL D

978 – 0 – 0 0 – 746056-4

978- 0 – 00 – 748879-7

|«Ш 232391£ВЭ

УООЦЗЗЗВЕЕВЗР

If you need help finding our books, please e-mail us at

www.collinselt.com @ CollinsELT

U /collinselt

(M PO W ERED BY C O B U IL D

Collins English for Business Do you find it difficult to communic Do misunderstandings lead to frust Would you like to be more assertive Collins English fo r Business: Sp eaking w ill hel| b u sin e ss. M odel d ia lo g u e s p re se n t ke y p h ra se in d iffe re n t situ a tio n s. Y ou can ch o o se to w orl to yo u , o r w o rk th ro u g h th e w h o le b o o k fo r a

• Twenty 4-page units cover key areas such as netw orking, negotiating and telephoning • Clear navigation to key language in short, practical units

A LSO AVAILABLE in the Collins English for Business range:

Listening Reading Writing Business Grammar & Practice: Pre-Intermediate Business Grammar & Practice: Intermediate Business Vocabulary in Practice

• The audio CD presents natural English conversations plus role-plays to help with fluency real language of business English • The re taken from the COBUILD corpus

Collins

USTENIN

Collins

READING

WRITING

Ann* Chbom

Ия* в . * * .

Collins

■■’•яЬхёЩШ BUSINESSGf & PRACTICE

-••-«I

BUSINESS УОСАйш in PRACTICE *Y

I S B N 978-0-00-742323-1

Щ You can trust Collins COBUILD The 4-billion-w ord Collins corpus is the world’s largest database of the English language. It is updated every month and has been at the heart of Collins COBUILD for over 20 years.

9780007423231 < о

9 n7 8 0 0 0 7 м4 2 3 2 3 1 ” > www.collinselt.com

–

Collins English for BusinessSPEAKING James Schofield & Anna OsbornHarperCollins Publishers 77-85 Fulham Palace Road Hammersmith London W6 8JB First edition 2011 Reprint 10 9 8 7 6 5 4 3 2 1 © HarperCollins Publishers 2011 ISBN 978-0-00-742323-1 Collins ® is a registered trademark of HarperCollins Publishers Limited www.collinselt.com A catalogue record for this book is available from the British Library Typeset by Davidson Publishing Solutions, Glasgow Printed in China by South China Printing Co.Ltd All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission in writing of the Publisher. This book is sold subject to the conditions that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher’s prior consent in any form of binding or cover other than that in which it is published and without a similar condition including this condition being imposed on the subsequent purchaser.About the authors James Schofield has worked in Asia and Europe as a Business English trainer and materials developer for over 20 years. As well as developing in-company training courses, he has written a large variety of teaching materials and regularly contributes to industry publications. Anna Osborn has worked as a teacher and editor across Europe for more than 15 years. She has written numerous English language learning materials including business and general study books, online self-study courses and classroom workshops.ContentsIntroductionSection 1 – N etw orking Unit 1Starting a conversationUnit 2Talking about jobsUnit 3Showing interest in other people12Unit 4Exchanging information16Section 2 – Telephoning Unit 5Cold calling20Unit 6Confirming or rearranging appointments24Unit 7Making a complaint on the telephone28Unit 8Dealing with a complaint on the telephone32Section 3 – M eetings Unit 9Running a face-to-face meeting36Unit 10Negotiating agreement40Unit 11Assigning action points44Unit 12Running a teleconference48Section 4 – Presentations and conferences Unit 13Presenting a product or service52Unit 14Working on a stand56Unit 15Closing a sale60Unit 16Saying’no ‘p olitely64Section 5 – Interview s Unit 17The successful job interviewer68Unit 18The successful interview candidate72Unit 19Carrying out performance reviews76Unit 20Persuading your manager80A p p e n d ix – Extended learning through COBUILD84A n sw er key91A u dio scripts106IntroductionCollins English for Business: Speaking will help you make yourself understood in business. You can use Speaking:• as a self-study course • as a supplem entary material on a business communication or business English course.Speaking will help you develop your speaking skills in five main areas: • Face-to-face meetings • Telephoning • Formal m eetings and negotiations • Presenting • InterviewsSpeaking comprises a book and CD. The book has 20 units. At the back of the book there is: • useful extra inform ation from the Collins COBUILD Corpus about the vocabulary in the units • the answer key • the script for the audio recordings. The CD contains over 100 tracks of audio including conversations, and listening and speaking practise activities. Unit structureEach of the 20 units of Speaking follows the same format: Useful tips – gives you helpful advice about the comm unication focus of the unit Conversation – you listen to and read a conversation or conversations. Key words and phrasesare presented in bold. U nderstanding – you check your understanding of the conversation. Say it accurately – you focus on using the right words and phrases. Say it clearly – here the focus is on pronouncing the words, phrases and sentences well. Say it appropriately – here the focus is on tone, for example m aking sure you sound polite orinterested. Get speakin g – these exercises give you the opportunity to practise your speaking. Often thisinvolves interacting with a speaker on the CD in a role-play. There are also G ram m ar notes and Cultural notes in the units.SpeakingPowered by CO BU ILDIn order to help you extend your vocabulary as you w ork through the material, further uses of key language are explored through references to examples taken from the Collins COBUILD Corpus. If you see this icon CM next to a word in the unit, turn to the Appendix on page 84 to find more inform ation on m eaning, usage and collocations related to this word. U sing SpeakingYou can either w ork through the units from Unit 1 to Unit 20, or you can pick and choose the units that are most useful to you. For example, you m ight w ant to concentrate on Telephoning but not spend much time on Interviews. The Contents pages will help you in your selection of units and your own plan for learning. Study tips• Each unit should take about sixty minutes to w ork through. Take regular breaks and do not try to study for too long. Thirty minutes is a good length for one learning session. • Revise and go over w hat you have learnt regularly. • Put the audio tracks on your mobile phone or MP3 player so you can listen to the conversations and practise activities on your way to w ork or when you are out jo gg in g or w alking. • Try to find someone with whom you can practise your English, either face-to-face, over the phone or online using a webcam. • Note down the language you find most useful. Lan gu a ge levelSpeaking has been written to help business learners at B1 level and above (Intermediate to Advanced). O ther titlesAlso available in the Collins English for Business series: Listening and Writing. U sing the CDThis icon indicates that there is an audio track that you should listen to. Please note that the Speaking CD is designed for use with a computer. If you w ant to play the audio on a CD player, you should download the tracks to your computer and then burn all of the tracks onto an audio CD.IntroductionStarting a conversation Where do you come from then?USEFUL TIPS • Successful small talk is not about saying brilliant things. It’s about commenting on and asking about ordinary things with conviction, interest, and enthusiasm. • Match the mood of your conversation partner. If they are smiling and cheerful, be ready to laugh. If they seem serious, be serious too. • Ask where your partner comes from and, when somebody asks you the same thing, be ready to add something interesting about the place. • Ask what your partner does and, when you’re asked the same question, don’t only give a title. Add a small piece of interesting or amusing information about the job or responsibility.ConversationsListen to extracts from fo u r conversations heard at a conference in M arseilles.01A:That was really interesting what the last speaker said about opening bank accounts in the Cayman Islands.B: Yes, it was. So, what do you do exactly? A: I’m an auditor, a forensic auditor. B: Ah, urn, you’re a forensic, urn, auditor? A: Yes, that’s right. B: Right, oh. I see. Look at the time! I must get to the next presentation… 2 C:Mmm, lovely coffee! I needed that. I just flew in from London very early this morning. How did you get here?D:I came on the TGV train from Paris.C:Really? I’ve never been on the TGV. How long did that take?D:Oh, about four hours. But I was able to have breakfast and do some reading.C:That sounds nice. I must try it sometime. Marseilles’s really beautiful, isn’t it?D:Yes, it is. Have you been here before? If you haven’t, you must… 3E:…I’m certainly looking forward to the dinner this evening.F:I am too. Especially the fish. We don’t have much fish where I live.SpeakingUNIT 1 |Starting a conversation E:Really? Where do you come from then?F:Garmisch-Partenkirchen. It’s in the mountains just near Munich. What about you?E:I’m from Cork in Ireland. The high street is supposed to have more pubs than any other town inIreland.F:Really? I’m going there on a business trip soon to visit the Apple factory. I must see if I can find time to visit some… 4G:…and then I went jogging early this morning along by the sea. Fantastic sunrise coming up over the sea.H: G:Really? Sunrise, you say? Yes, amazing! Do you like jogging? You should try it, you know. It makes you feel really great all day long. Just set the alarm for 5.30, jump out of bed and after you’ve been running for about an hour or so, go back, have a shower and —H:Sorry, but do you know where I can smoke? I think I want a cigarette before the next presentation. Ah, that way? Thanks.Understanding Look again at the conversation strategies outlined in Useful tips. Match the conversations to the strategies they illustrate successfully or unsuccessfully.Conversation 1:A Talk about ordinary things with convictionConversation 2:В Match your mood to that of the speaker.Conversation 3:Conversation 4:D W hen saying what your job is, add a smalland enthusiasm.W hen saying where you come from, add something interesting about the place. piece of inform ation about it as well.Saying it accurately QCom plete the sentences w ith w ords from the box. lo o kin gfromlo n gbeendom eansHave y o u …………………… here before?M m m ,…………………. coffee! I needed that.3 4How did y o u …………………. here? H o w …………………… did that take?getlo ve lycom eisn’t5 I’m a forensic auditor, w h ic h that I help banks make sure none of their staff are doing anything illegal. 6 I’m ce rta in ly …………………. forw ard to dinner. 7I’mAthens. It’s a great place to live.Section 1: Networking8 Marseilles’s really b e a u tifu l,…………………… it? 9 So, w hat do y o u …………………… exactly? 10 Where do y o u ……………………from then? QA le x and Sophia are atten ding a presentation in N ew York. W hile w aitin g fo r the speaker, they start up a conversation. Reorder their d ialo gu e so that it m akes sense.Alex:No, it’s my first trip.Sophia: I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal.1 ] Alex: Alex:It’s a beautiful day today, isn’t it? Really? And do you often find any illegal activities?Sophia: Absolutely, I love New York in the spring. Have you been here before? Sophia: More than you m ight expect! Anyway, we’d better get back to the presentation. Alex: I’m from Athens. It’s a great place to live. W hat do you do? Sophia: Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from? О11Listen to the audio CD to check yo u r answ ers.02Com plete the conversation w ith an appropriate question or phrase fromSaying it accurately 1. Jon: This hotel is w onderfully designed, (1)……………………………………? Marco: Yes, I love modern architecture. (2)………………………………….. ? J: I’m from Dubai, home of the world’s tallest building, the Burj Khalifa. And you? M: I live in Como on the Italian lakes. J: I’ve been there on holiday. It’s beautiful. (3)………………………………? M: I took the train from Milan. J: M: J: M:(4)……………………………………? About four hours. It gave me a chance to catch up on some sleep! (5)……………………………………? I run a small restaurant. You’ll have to stop by if you come to Como again! W hat about you? J: I’m an interior designer. I mainly design the insides of shops and hotels.M: Well, you can definitely stop by then and give me your opinion on my restaurant!SpeakingUNIT 1 | Starting a conversationSaying it clearlyО и 03Listen to these tw o questions.Note how the words in bold are connected to create new sounds. 1 So, w hat do you do exactly? 2How did you get here?Listen again to the tw o sentences and repeat them .Saying it appropriatelyW hen starting a conversation, it is im portant to sound frie n d ly and enthusiastic. Listen to the speakers and decide w h ether they sound friend ly or unfriendly.1 W hat do you do?friendlyunfriendly2 Where are you from? 3 How did you get here? 4 Have you been here before?friendly friendlyunfriendly unfriendlyfriendlyunfriendly5 Paris is great, isn’t it?friendlyunfriendlyListen again to the sentences, now said in a friendly tone, and repeat them.Get speakingО о обYou are atten ding the conference in M arseilles w ith the speakers from the d ialo gu es at the b egin n in g o f this unit. Play the audio CD to listen to questions that your fellow delegates ask. W hen you hear the beep, respond w ith a suitable answ er. Rem em ber to fo llo w the strategies in Useful tips.Cue ExampleSo, what do you do exactly? I’m a journalist. I specialize in writing stories about economics and finance.Im agine you are attending a training course at a beautiful chateau in France and you m eet another attendee over lunch. W rite a d ialo gu e sim ilar to those in Saying it accurately 3 and 4, sh o w in g h ow you m igh t start up a conversation. Follow the example of the first question, already done for you.You: Attendee:Th/s chateau is beautiful, is n ’t it? :…………………………………………….Read the d ia lo gu e aloud. If possible, record it fo r review.Section 1: NetworkingTalking about jobs I t ’s a very challenging profession.USEFUL TIPS: When telling people about your job: • Be brief and precise. • Show how your job benefits people or organizations. • Make sure that your description is relevant to the person you are talking to. • Avoid technical terms or acronyms unless talking to a fellow expert. • Accentuate the positive aspects rather than the negative.Conversation Jen n y Harris w o rks fo r a charity o rgan iza tio n called Foodaid. She’s atten ding a careers fa ir at a u niversity w here students can talk to representatives from lots o f com panies to see if th ey w ould like to join them .07Student JennyExcuse me, are you working on the Foodaid stand? Yes, can 1help you?Well, can you tell me what jobs at Foodaid involve?There are lots of jobs at Foodaid which involve doing all sorts of different things. What subject do you study at university?Engineering.Very important for Foodaid. My colleague, Hassan Sahin, for example, is a mechanical engineer and he is responsible for helping farmers in countries such as Chad or Pakistan where we work as an NGO to drill water wells.Er… an NGO?Sorry, a Non-Governmental Organization.Right, of course. And what do you do?Well, actually I’m a lawyer. I’m in charge of managing the legal department and we make sure that Foodaid understands any legal issues that might crop up in the work it does.1hope 1don’t sound rude, but you look very young to do that.That’s what’s so good about Foodaid! You get important responsibilities very quickly. A friend of mine is working in Somalia and she manages a development budget of about two million dollars and she supplies the whole of West Africa with trucks for transporting food and equipment. It’s a very challenainq job and she’s only 23!1see. But, as it’s a charity, do you get paid for your work?Yes, of course. You’ll never be rich working for Foodaid, but you get paid. Very often people like you work with us for a few years to gain experience and then they move on to other jobs. Lots of companies like the fact that you’ve worked for a charity.SpeakingUNIT 2 |Talking about jobs S:Hmm. So, what makes a job with Foodaid interesting, then?J:It’s very rewarding. You feel you are doing something useful with your skills, not just making some company shareholders rich. And even if the work is demanding, it’s never boring.S: It sounds really interesting. Thanks for telling me about it. J: That’s fine. Here’s some more information about what we do and my card. If you have any more questions, just give me a ring…Understanding Look again at the strategies outlined in Useful tips. W hich strategies does Jen n y em ploy successfully w hen ta lkin g to the student? U nderline the relevant parts in the conversation and note the strate gy in the m argin. Does Jen ny m ake any m istakes?Saying it accurately Match the sentences on the left w ith their corresponding responsibilities on the right. Follow the exam ple.I’m a nurse. I w ork in m arketing. I’m a m anager on a construction site. I’m a PA.I’m responsible for making sure that our projectsI’m an IT programmer.I’m in charge o f designing new buildings for ourI’m a project manager.I help to look after people when they are sick. My job entails organizing my boss’s affairs. I oversee a team of 250 builders and twentyI’m an architect. I’m a banker. Qcome in on schedule and within budget. My job involves managing my customers’ money effectively and profitably. My company develops websites for clients.My main responsibility is to promote new products ahead of their launch. clients.administrative staff.Use phrases from Saying it accurately 1 to describe w h a t these people do. A ccentuate the positive features o f each job, fo llo w in g the exam ple. 1I’m an estate agent. I help people find the right house to buy.2 3 4I’m a lawyer……………………………………………………………………………………………… I’m an accountant……………………………………………………………………………………. I’m a pediatrician……………………………………………………………………………………..5 I’m a personnel m anager………………………………………………………………………… 6 7I’m a professor. ………………………………………………………………………………………. I’m an IT support manager. ……………………………………………………………………I’m an entrepreneur. ………………………………………………………………………………Practise sayin g the sentences aloud.Section 1: NetworkingCom plete the sentences w ith the verb work, using the correct preposition from the box. Note that in som e sentences, more than one preposition is possible. inw ithfortounderason1……I w o r k …………………a journalist. I investigate and write articles for newspapers. 2….. I w o r k …………………the media. I’m an advertising executive. 3….. I w o r k …………………underprivileged children, helping them to overcome disadvantages in life. 4 5 6 7 8I w o r k …………………a m ultinational pharmaceutical company. I w o r k …………………Lords and Sons. I’m training to be a solicitor. I w o r k …………………large building projects, which often take up to two or three years to complete. I w o r k …………………tight budgets and strict schedules. I w o r k …………………a very inspiring manager, who has taught me everything I know.Com plete the fo llo w in g sentences w ith an appropriate adjective from the box. Note that in som e sentences, more than one adjective is possible. ch allengin g interestingm onotonous stressfulrew arding absorbingfu lfillin g d em an d ing1 My job doesn’t vary very much on a day-to-day basis. It’s quite 2It’s v e r y ……………………to see the children’s excited faces at the end of a really good lesson.I find my job q u it e …………………. when my phone w on’t stop ringing and everyone wants to ask me something.My job as an illustrator is v e r y …………………….. Sometimes hours go by and I don’t even notice.I’m always learning new things, which makes my job v e r y …………………. but also v e r y …………………….Saying it clearly О osListen to the adjectives from Saying it accurately 4 and m ark the stressed syllable o f each w ord, fo llo w in g the exam ple.1 2 3 4 10Speakingchallenging monotonous rewarding fulfilling5 interesting6 stressful 7 absorbing 8 demandingUNIT 2 |Talking about jobsListen again to the adjectives and repeat them.Saying it appropriately О **Listen to the e igh t speakers from Saying it accurately 1 talkin g about th eir jobs. Circle the correct w ords in this sentence.The speakers are very enthusiastic/unenthusiastic, which helps them to accentuate the positive/negative aspects of their jobs. 0Listen again to the sentences and repeat them .Get speaking 0Your old school or co llege has approached you and asked you to send them a short recording describing yo u r job. It w ill be played to students w h o are interested in fo llo w in g yo u r chosen field.• Briefly explain w hat you do, using appropriate adjectives. • Make it relevant to the students listening. • Accentuate the positive aspects of your profession. Record yo u rse lf if possible. Then, review your recording and consider how you can im prove. Repeat the exercise.Im agine that a w o rk experience person is visitin g you r office and is askin g each em ployee ‘What do yo u do?’ H ow w ould you answ er? Practise your answ er aloud, u sing the correct tone. H ow w o uld your co lleagues describe their jo bs? Im agine their answ ers and practise them aloud. If possible, record yo u rself fo r review.Grammar note Note how w e use the -ing form after involve, be responsible for, and be in charge of.Examples from the text: There are lots of jobs at Foodaid which involve doing ail sorts of different things. He is responsible for helping farmers. I’m in charge o f managing the legal department. My job involves providing people with the computer equipment they require.I’m responsible for overseeing the production of all our fashion lines. He’s in charge of bringing in as many advertisements as possible for our magazine.Section 1: NetworkingShowing interest in other people Oh, I know what you mean.USEFUL TIPS: When you are in conversation: • Echo the key information to encourage further explanation, for example, I’m allergic to shellfish. To shellfish? • Empathize. Use phrases to show that you understand how your partner feels, for example, That’s amazing! or Really? • Paraphrase. Reformulate in your own words what has been said to show that you are listening, for example, So what you’re telling me is…ConversationО10Em ily is h aving lunch in the com pany canteen w ith a n ew team member, Casper.Casper Emily С EIt’s a very different way to do business here in Singapore, compared to Germany. I know what you mean. Do you find it difficult? No, not at all. It’s interesting. Interesting?Yes. For example, in Sinqapore vou discuss prices much earlier in a neaotiation than we do in Germany.Really? So, you mean that you leave price negotiations till the end of a discussion?C:Oh, yes. In Singapore you start talking about prices for products when in Germany we’re still trying to define exactly what’s wanted.How amazing! I didn’t realize. I suppose we think it’s a waste of time discussing something if the price is always going to be unrealistic. I see.С E СWhereas in Germany you feel you can’t begin to think about price until you know all the details. That’s right.So, do you like Singapore?С EOh, yes. Very much, especially the food. But I need to do some sport. I’ve put on two kilos already! Back in Berlin I play centre forward for the company football team. Really?Yes, urn… anyway, urn…Do you notice any other differences between business life here and in Germany?Well, another difference is the flexibility that a manager has here. Flexibility?E СSpeakingYes. In Germany it’s very difficult to be a manager because every time you want to introduce a change in the organization or in communication processes, you have to ask the Workers’ Council forUNIT 3 |Showing interest in other people permission. This makes innovation very slow, whichisn’t good for the employeesat all.E:So, what you’re saying is thatthe Workers’ Council in Germany makes things more difficult for employees, not easier.C:Sometimes, yes.That’s terrible!Saying it accurately QCom plete the phrases w ith w o rds from the box. sayin gthat’smeanhowreallyotherkn o wterribleTo sho w em pathyTo paraphrase1 I ……………………w hat you mean. 2 …………………. ?6 7So i n …………………… words… So what y o u ‘re …………………… is…3 T h a t’s………………….. !So y o u ……………………that…4 …………………. so true. 5 …………………… am azing! QG roup these expressions th at sho w em pathy under the correct heading, fo llo w in g the exam ple.1 That’s wonderful! 2 How terrible! 3 Fantastic! 4 That’s unbelievable! 5 That’s awful!6 How am azing! 7 Great! 8 Oh no! 9 How incredible! 10 That’s dreadful!To show empathy about something good: 1 To show empathy about something bad: To show disbelief: QRachel uses all three strategies to sho w interest in w h at Tess says. Num ber Rachel’s responses to Tess’s statem ents. Each tim e, note the stra te gy Rachel uses.Tess: I feel terrible. 1 Echoing Tess: I’ve got such a headache.2 ……………………………………… Tess: I think it was brought on by sitting in a car for three hours. 3 …………………………………………… Tess: Yes, it took me three hours to travel ten kilometres.Section 1: Networking………………………………………….Tess: I know, but at least I’m here now. And I’ve got some exciting news! 5 …………………………………………. Tess: Yes, I’ve been promoted! 6 ………………………………………… Tess: Uh-huh, it happened while you were away. 7………………………………………….Tess: That’s right! And it means I get a pay rise and a company car!……………………………………… Rachel:How awful!Rachel: Terrible? Rachel: That’s unbelievable! Rachel: So w hat you’re saying is I went on holiday for a w eek and come back to find you’re a senior manager?! Rachel: You mean that you were stuck in traffic for three hours! Rachel: Rachel:Really? Promoted?Rachel:How am azing! Congratulations!Saying it clearly 0Listen to these three extracts from the conversations.Note how Emily and Rachel show interest.Casper: Emily: Tess: Rachel: Tess: Rachel:No, not at all. It’s interesting. Interesting? 1 feel terrible. Terrible? Yes, I’ve been promoted! Promoted?Listen again and repeat the ech oing com m ents, using the same intonation.Saying it appropriately !j~ | ! 1214SpeakingEm ily’s preferred topic o f conversation – w ays o f d oin g business or football – is im plied by her intonation. Com pare the w a y that she says the w ord really in these tw o extracts. Then circle the correct w o rds in the fo llo w in g sentences.UNIT 3 |Showing interest in other people In the first extract, Emily’s tone is keen/uninterested and her intonation is rising/falling. This response encourages Casper to continue/stop talking about the topic. In the second extract, Emily’s tone is keen/uninterested and her intonation is rising/falling. This response encourages Casper to continue/ stop talking about the topic. О оListen again. Play the audio CD to start. W hen you hear the beep, say really in a w a y that sho w s interest and enthusiasm .W hen you express em pathy, it’s im portant to use an enthusiastic tone o f voice. Listen to the phrases from Saying it accurately 2. Tick those w here the speaker sounds as th o ugh she m eans w h a t she is saying.1 That’s wonderful! 2 Fantastic! 3 How am azing!6 That’s awful! 7 Oh no! 8 That’s dreadful!9 That’s unbelievable! 10 How incredible!Great!5 How terrible!О Q isListen again to the phrases, now all said w ith an appropriate tone, and repeat them.Get speakingО □ Your boss has asked to talk to you. Play the audio isCD to start. W hen youhear the beep, pause and respond suitably.1 Em pathize with your boss. 2 3Echo w hat he says. Paraphrase w hat he says.4 Agree with him.G I?Play the audio CD to start. W hen you hear the beep, pause and respond w ith a suitable expression. Follow the exam ple.For example, you hear: We’ve decided to give you an enormous bonusthis year. You say: An enormous bonus? or That’s fantastic! Try to use all three strategies – echoing, em pathizing and paraphrasing- d urin g the exercise.Section 1: NetworkingExchanging information I heard it on the grapevine.USEFUL TIPS: Here are three ways to get the information you want within your organization: • First offer appropriate information yourself. If you want to find out about a particular area, offer information of your own first to show you can be trusted. Think carefully about what information is appropriate to pass on to others. • Ask questions indirectly. If you want to ask about somebody or something, use statements with question tags rather than direct questions, for example, You know John, don’t you? rather than Do you know John? A direct question may frighten someone into remaining silent but a statement that sounds more like speculation will often be confirmed or corrected by somebody with better information. • Create intimacy. If you don’t know somebody very well, but want to exchange information with that person, you can use these techniques: Drop their name into conversation more than usual and use we, us and our as often as possible, for example, / think we’re going to see a lot of changes in our department soon, PeterConversation ‘*18*’ Candy: Michael: C:M ichael is d rivin g w ith his colleague. Candy, to a m eeting. Th ey are ta lkin g about a co lleagu e o f theirs, Christine. I really want to thank you, Michael, for taking me with you to the meeting. I just can’t get used to driving on the left! No problem. You used to work for our new chief legal officer, Christine Bender, didn’t you?M:Yes, that’s right. She and I started together in the legal department five years ago. Then I changed over to IT.C:Christine is so successful. She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think? Yes, she did. But, between you and me, Christine could never have managed that without her team.M: C:That’s so true, Michael. She always picks good people to work with her. By the way, I heard on the grapevine that she’s going to move to our New York office next.M:Yes, I heard that too. I wonder how her husband feels about it. He’s a journalist, I think.C:Well, according to Christine’s assistant, Mrs Weber, that’s not a problem. He’s going to write articles about New York nightlife. Although I can’t imagine who’s going to look after the children then.M:Apparently, they’re going to have a nanny. I overheard Christine talking to the boss about it this morning. It must be very expensive, but they’ll have enough money.С:I suppose they might appoint somebody from Christine’s team to carry on her work.M:Ah, no! It seems that Christine didn’t want to recommend any of them to the boss, so Gabriele from the commercial department will take over. Christine’s team was really angry!SpeakingUNIT 4 | Exchanging inform ationUnderstanding Look again at the strategies outlined in Useful tips. Can dy uses all three to ge t inform ation from M ichael. U nderline the relevant parts in the conversation and note the stra te gy that she uses in the m argin.Saying it accuratelyО и •»Im agine you w o rk w ith Can dy and M ichael. Th ey both have inform ation they w a n t to share w ith you. Listen to their statem ents and answ er these questions.1 W ho sounds as though they are passing on inform ation based on fact? 2 W ho sounds as though they are passing on inform ation that may be unreliable?Tick the phrases that sh o w that yo u r inform ation is based on w h at yo u ‘ve heard on the grapevine, rather than w h at you know. Follow the exam ple.According to Jane, … ^ I’m sure that…It seems/appears that… By all accounts, …I overheard Ben saying… Apparently, ……so I’m told. It’s guaranteed that…I’m convinced that…Did you hear that…?I heard on the grapevine that…I heard that…It’s certain that… Com plete the fo llo w in g sentences w ith w ords or phrases from Saying it accurately 2. M ake it clear that these are sim ply reports th at you have heard on the grapevine. Try to use each phrase o nly once.the section manager is going to resign tomorrow.She’s been for interviews at other com panies,………………………………………..3 4 5She hasn’t been happy here for a w h ile ,………………………………………. ……………………………………… she wants to w ork abroad. …………………………………….. she’ll be gone by January……………………………………..her secretary, the board isn’t going to replace her internally. 7 …………………………………….. they are planning to restructure her division? 8 …………………………………….. they will combine the two departments so that they can make cutbacks.Section 1: Networkingi 17Read these answ ers. W rite statem ents creating a sense o f intim acy w ith the speaker. Follow the exam ple.1 Find out if Jay has spent time in the W ashington office. ‘You’ve sp e n t tim e in our Washington office, haven’t you, Ja y ? ’2 Check that Rachel approved the new brochure before it was sent to the printers. 3Find out if Matt knows the new CEO.4 Ask if Lianne is attending the conference this year. 5 Find out if Dan has seen the budget for next year.Saying it clearlyО DListen to these sentences.Note how the words that imply that you are passing on rumours rather than fact are stressed to reinforce this message. Apparently, the section manager is going to resign tomorrow.She’s been for interviews at other companies, so I’m told. QListen again to the sentences and repeat them , using the correct stress.Saying it appropriately ||^|j 0 21Listen to these questions and decide w h ether the speakers are being direct or intim ate. Note h ow the speakers create a sense o f intim acy by using a light, frie n d ly tone o f voice and the strategies outlined inUseful tips.Г ) 2218Speakingquestion 1directintimatequestion 2directquestion 3direct directintimate intimatequestion 4 question 5directquestion 6directintimate intimate intimateListen to the questions, n ow all phrased to create a sense o f intimacy, and repeat them.UNIT 4 | Exchanging inform ationGet speakingО оY ou’ve heard that the com pany is plann in g to set up a sports and social com m ittee. Start a conversation w ith M ax, the personnel m anager, to try to find out more about it. Play the audio CD and fo llo w the cues. You start.1 Tell Max the rumour that you heard. 2 3Ask indirectly if he knows about it. Tell him that the CEO’s secretary, Janice, told you that the CEO was very enthusiastic about it. 4 Ask indirectly if he knows when the meeting m ight happen. 5Ask indirectly if hew ould w ant to be involved.W hat sort o f inform ation is passed around yo u r w orkplace? W rite a short conversation based on the dialogue at the beginning o f this unit, being the kind o f discussion that m igh t take place in yo u r office. Try to incorporate all the strategies from this unit. Then read it aloud, practising your pronunciation. Record it if possible, fo r review.Grammar note Com pare the tw o predictions fo r the future o f Christine’s role and note h ow the use o f I suppose they m ight indicates speculation and w ill im plies certainty.Examples from the text: I suppose they might appoint somebody from Christine’s team to carry on her work. Gabriele from the commercial department will take over. I suppose we might employ some more staff. We’ll employ some more staff.Cultural note If you are working in international teams, you will need to find out the best way to get information from colleagues. It may be that there is not a lot of office gossip and that it is inappropriate to talk about individuals in the way the people do in the dialogues in this unit. Privacy may be an important part of the culture.Section 1: NetworkingCold calling Do you have a moment to speak to me?USEFUL TIPS: When cold calling (approaching prospective clients or customers for the first time), keep the follow ing points in mind: • Be clear and concise about who you are and the purpose of the call. • Use questions to help and guide the person you are calling. • Always use titles (such as Dr, Mr, and Ms) and never first names. • Don’t be offended by hostile behaviour. It’s not personal.Conversation24Macey С Speaker 1 Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC Mr H MCMr H MC:SpeakingM acey Chance is on the phone, try in g to set up m eetings to discuss her com pany’s services. This is Macey Chance from Turner & Young Consultants. Am I speaking to Mr Given? No. Trancross Power and Gas, project management office. Good morning. Am 1speaking to Mr Harvey? Speaking. Oh hello, Mr Harvey. This is Macey Chance from Turner & Young Consultants. Oh, yes. Do you have a moment to speak to me? Urn… well, yeah. Thank you. My company specializes in helping power industry companies manage risk, Mr Harvey. Do you think that’s something that might be of interest to you? Er… well, we have risk management plans in place, you know. I’m sure! But may 1ask you a question, Mr Harvey? Do you have plans in place for handling risks generated by climate change? Urn, it depends on what you mean exactly. Of course, we have plans in place for damage to our power plants from bad weather. Well, managing short-term risk is very important of course. But would you like to find out about ways to manage risk caused by long-term adjustments to weather patterns? I’m talking about global warming and the impact that will have on energy supplies. Urn, that’s very unpredictable, isn’t it? Yes, you’re quite right, Mr Harvey. And very risky. That’s why my company specializes in designing plans that minimize the risks for companies like yours. Would it be possible to arrange a meeting where 1could explain our services in more detail?UNIT 5 | Cold calling Mr H: MC: Mr H:Well, it could be interesting. Fine. When’s a good time for you, Mr Harvey? Er, let me just check my appointments. Urn, how about Friday this week, 2 p.m.?Understanding Read the fo llo w in g stages o f the d ialo gu e and put them into the correct order.] She explains what her company specializes in and the reason for her call.[ 1 ] Macey Chance checks that she is speaking to the correct person, t ] She sets up a meeting to discuss the matter further. [ [] She introduces herself and says where she works. ] She asks questions to gauge the person’s interest.] She checks that the person she is speaking to has time to talk.Saying it accurately QUnscram ble the w o rds to form sentences to use w h en cold calling. A think / interest / you / you / something / be / that / of / Do / that’s / to / might? В set / Mr Lee / Could / meeting / week / we / up / a / for / next? Сspecializes / bespoke software / My / in / company / designingD Tom Sweeney / Lermans and Co / is / from / ThisE question / May / Mr Lee / a sk /yo u / 1/ a? Fmoment / you / have / Do / a / speak / me / to / toCom plete the conversation w ith sentences from Saying it accurately 1. W rite the correct letter in the space provided.Tom Sweeney: Is that Mr Lee? Mr Lee: Speaking. TS:( 1 ) …………Mr Lee: TS:Uh-huh. ( 2 ) …………Mr Lee:I suppose so, yes, go ahead.TS:( 3 ) …………Mr Lee:I see. Section 2: Telephoningi 21TS:( 4 ) …………Mr Lee:Yes, it sounds interesting.TS:(5 ) Are you currently using software that doesn’t fully meet your business’s needs?Mr Lee: TS:Well, yes we have had some issues with it this year. ( 6 ) ………….Mr Lee:Yes, I’d be interested to hear more.Match the questions from the conversation on the left to those on the right that serve the sam e purpose. 1Am I speaking to Mr Harvey?Do you have a moment to speak to me?Would you like to find out about ways to m anage risk caused by long-term adjustments to w eather patterns?W ould it be possible to arrange a meeting next w eek where I could explain our services in more detail?When’s a good time for you, Mr Harvey?A When is convenient for you,Mr Harvey? В Could we set up a meetingnext w eek to discuss it further? С Is that Mr Harvey? qIs this a good time? ^ Would you be keen on finding out more about ways to m anage risk caused by long term adjustments to weather patterns?Saying it clearlyО И Do you have a moment to speak to me?Listen to these tw o questions from Saying it accurately 1.25Note that when a word ends with a consonant and the next word begins with the same consonant, we do not repeat the sound, but pronounce them together.Could we set up a meeting nex(t) week to discuss it further? Note that when the so u n d ‘t’ appears between two consonants, it sometimes disappears altogether. This is known as elision.Listen again to the sentences and repeat them.Saying it appropriately W hen approaching potential customers over the phone, it’s im portant to use the right tone o f voice. Listen to the sentences from Saying it accurately 1 and choose the adjective describing the speaker’s tone o f voice.1 polite or pushy? (too forceful) 2 enthusiastic or bored? 3 abrupt or friendly? SpeakingUNIT 5 |Cold calling 4pushy or friendly?5 bored or polite? 6 П В иbored or friendly?Listen to the sentences again , n ow all said in a positive, appropriate manner, and repeat them.Get speakingО □ 28You are a salesperson at Top Tier Training and you call Frederic Gulbert, personnel m anager at Rogers and Co. Your aim is to set up a m eeting w ith him to discuss yo u r range o f services. Play the audio CD and fo llo w the cues. You start.1 Check that you are speaking to Frederic Gulbert. 2 Say w ho you are and who you w ork for. 3 Check that Frederic has time to talk to you now. 4Explain that your company specializes in providing m otivational training courses for staff and gauge his interest.5 Suggest a m eeting for 10 a.m. next Tuesday.ОВ 28Repeat the activity from Get speaking 1. This tim e, how ever, im agine you are calling Frederic G ulbert as a representative o f yo u r ow n com pany. Explain w h a t your com pany specializes in and g a u g e his interest in your products or services. Play the audio CD and fo llo w the cues. You start.Grammar note Note h ow w e use the -in g form after specialize in, focus on, and concentrate on.Examples from the text: My company specializes in designing plans… This team specializes in providing the best service for customers. My job is to focus on cutting costs wherever possible. Our personnel department concentrates on recruiting the very best people for the company.Cultural note Cold calling is an accepted way of doing business in many cultures. However, in some cultures, business contacts will usually be initiated through referrals, for example Astra Purim suggested I get in touch with you about… . Whatever your situation, a referral will always help you make contact with people. When cold calling across cultures, make sure you find out first whether this approach is culturally appropriate.Section 2: Telephoningi 23Confirming or rearranging appointments I look forward to seeing you then.USEFUL TIPS: Once you have fixed your appointment with a business partner, telephone a couple of days beforehand to confirm the details of your meeting. Keep the follow ing points in mind: • Confirm the topic, date, time, and place. • Be ready with alternative appointment times if the original time has to be changed. • Check to see if the customer has any new requests.Conversations ОRobbie Taylor is confirm ing his appointm ents for next week.1 Sabine G: Sabine Gerland. 29Robbie T: SG:Hello, Ms Gerland. This is Robbie Taylor from Queensfield Ltd. How are you? Fine, thanks. And you?RT:Very well. I’m just ringing to confirm our appointment for Tuesday afternoon at 3 p.m. to discuss our project management services for the Potsdam project. SG: Yes, that’s right. I’m looking forward to it. RT: Can I just check the address? That’s Quiddestrasse 14, isn’t it? SG: Er, no, Quiddestrasse 40. RTRight, 40, OK. And could you spell Quidde for me?SG: Of course. That’s Q-U-l-D-D-E. If you go to our website, you’ll find fulldirections. RTRight. Thanks. So, I look forward to seeing you then.2 RT: Queensfield Ltd. Robbie Taylor. Gerhard S: Oh hi, this is Gerhard Schmidt calling from Hipax inBerlin.RT: Oh, hello Mr Schmidt. How are you? GS:I’m fine, thank you. And you?RT:I’m well, thanks.GSGood. I’m afraid I have to cancel our meeting next Tuesday morning. I’m going to be away visiting one of our key customers.RT:No problem. Would Wednesday afternoon be more convenient?GS:Unfortunately not. One colleague I wanted to come to our meeting will be in Paris and I’ll be in Munich.RT:I see. Well, would you like me to arrange a telephone conference instead?SpeakingUNIT б | Confirm ing or rearranging appointments GS: RT:Mmm, that’s a good idea. We’re both free at 2 p.m. on Wednesday. Will you email me the details? Of course. Actually, I wanted to call you anyway, Mr Schmidt. Would you or your colleagues be interested in any of our other project management services, like logistics, for example?Understanding Th is is how Robbie Taylor’s diary looked before his tw o phone calls. M ake any necessary ch anges to it.TuesdayW ednesday9 a.m.9 a.m.10 a.m.10 a.m.11 a.m.Gerhard Schm idt, Hipax, Berlin11 a.m.12 p.m. 2 p.m.12 p.m.3 p.m.2 p.m.Sabine Geriand, Q u id d e stra sse 143 p.m.4 p.m.4 p.m.5 p.m.5 p.m.Saying it accurately QCom plete the sentences w ith w o rds from the box. spellconfirmforw ardteleconferencecheckbetterI’m just ringing t o …………………… our appointm ent for Friday m orning at 9 a.m. 2 Can I ju s t the address? 13 Could y o u …………………… that for me? 4 That’s not a problem. Would Thursday afternoon b e …………………… for you? 5 Would it help if I arranged a ……………………..? 6I lo o k ……………………. to seeing you then.Section 2: Telephoningi 25Match the sentences on the left w ith those on the right that have a sim ilar purpose. Follow the exam ple.1 I’m just ringing to confirm our appointm ent for Tuesday afternoon at 3 p.m. 2 Can I just check the address? 3 No problem. W ould Tuesday afternoon be more convenient?A Could you just confirm whereyour offices are? В Shall I organize a telephoneconference? С I’m just calling to check that it’s still convenient for us to meet on Friday at 10 a.m.4 W ould you like me to arrange a telephone conference?D Can I interest you in any other5 Would you be interested in any of our other services?services that we provide? That’s fine. How about Friday m orning instead?Saying it clearlyО иListen to the five sentences on the right from Saying it accurately 2.I’m just calling to check that it’s still convenient for us to meet on Friday at 10 a.m. * Note how the speaker’s voice goes up, even when it is not a question.Listen again to the sentences and repeat them.Saying it appropriately‘ 31 ’W hen your business partners contact you regarding an appointm ent, rem em ber to be polite, fle xib le and to respond to their needs. Your phone is rin gin g. Listen to fo ur sentences from the sam e conversation. Play the audio CD to start. W hen you hear the beep, pause and respond, ch o osin g a suitable answer. 1 A Fine, thanks. And you?I’ve had better days. And you? С I w oke up with terrible backache and it hasn’t really lifted even though I’ve taken lots of painkillers. And you? 2 ВA That’s a shame. Never mind, maybe some other time. В СNo problem. W ould Wednesday be more convenient? Oh really? It’s just that I’m really busy next week and that’s the only time I’m free.3 A В С SpeakingWell, maybe we’ll leave it till she gets Does she really need to be there? I see. W ould you like me to arrange aback. telephone conference?UNIT б | Confirm ing or rearranging appointments 4Excellent, I’ll email you with the details. Would you be interested in any of our other services? В I look forward to seeing you on Tuesday, then.С Can I just check the spelling of that?Get speakingО п 32You are the custom er relations m anager for M arlow Construction. Look at tw o o f your diary entries fo r next w eek and then m ake the phone calls to confirm yo u r appointm ents. Play the audio CD to start. W hen you hear the beep, pause and respond.Wednesday 10 a.m.Thursday3 p.m.Giovanni Fabro, 4 0 Findon S tre e t – d is c u s s W estdene H o sp ita l building co n tra ct J o y Lee, 2 0 So u th Road – update on Queen’s Hotel building projectThe call to G iovanni1 Greet him, say w ho you are and where you work, and ask how he is. 2 Respond to Mr Fabro’s question and explain the reason for your call. 3 Check that you have the correct address. 4 Ask him to spell it for you and make notes accordingly. 5 Thank him and end the call politely. The call to Jo y6 Greet her, say who you are and where you work, and ask how she is. 7 Respond to Ms Lee’s question and explain the reason for your call. 8 Respond appropriately and suggest an alternative time to meet. 9 Respond appropriately and end the call politely.О 0 33Th in k about yo u r w orkplace. You have a m eeting booked on M onday at 4 p.m. w ith Valerie A u gu ste. Play the audio CD to start. W hen you hear the beep, pause and respond. Rem em ber to be flexible, su g g e stin g an alternative tim e or a telephone conference w here appropriate. You start.Cultural note When making or receiving a business call, you may be expected to engage in some small talk at the beginning of the conversation. Look again at Robbie Taylor’s two conversations to see how he makes his telephone partners feel at ease by using the phrase How are you? The answer should be brief and positive (even if this is not, in fact, the case), for example, Very well, or I’m fine, thank you. You may wish to reciprocate by asking, A n d you?Section 2: Telephoningi 27Making a complaint on the telephone I’m afraid I need to make a complaint.USEFUL TIPS: When making a complaint, keep the follow ing points in mind: • Make sure you are speaking to the person who is in a position to help you. Ask questions to check who exactly you are talking to and take notes. • Stay as unemotional as possible. Blaming the person you are calling will not help. Separate the problem from the person. Be firm, but polite. • State the problem clearly and calmly. Include as much relevant detail as possible, including names, times, places, previous contacts, and so on. • State exactly what you want the person you are calling to do. • Check when you can expect results/feedback from the person you are speaking to.Conversation A ndrea K in g is p h o n in g A lp in e Executive Events to m ake a com plaint. Receptionist: Alpine Executive Events Ltd, London. Priti Makesch speaking. How can I help you? Andrea K: R AK R George M: AKGood morning, my name is Andrea King. I’m the HR manager for Carabella Hotels. Could 1speak to your supervisor, please? Can 1ask what it’s regarding? 1need to make a complaint. I’ll just put you through to Mr Mendip. One moment, please. Good morning, Ms King. How can 1help? Good morning. Could you tell me your name and position, please?GMOf course, my name’s George Mendip and I’m responsible for customer relations.AK GMThank you, Mr Mendip. I’ll just make a note of that. 1hope you can help me. I’m currently attending your team-building training course in Wales with a team of our managers. The ‘Big T’ course. Very popular.AKWell, I’m afraid I’m not satisfied with the performance of your trainer, David Llewellyn.GMOh dear. What seems to be the problem?AKHe’s very unhelpful and doesn’t explain himself properly.GMHow do you mean?AKWell, he talks extremely fast and makes all the instructions very complicated. And if you ask him a question, he just says he’s already explained it. 1tried to talk to him about the problem, but he didn’t take me seriouslv at all. The situation is entirely unsatisfactory.GM1see… Well, I’m sorry to hear that, but I’m not sure what 1can do.SpeakingUNIT 7 | Making a com plaint on the telephone AKI’d like you to telephone Mr Llewellyn immediately and explain that we want much clearer explanations and support for tomorrow’s tasks.GMWell, OK, I could give him a ring.AK GMAnd could you let me know when you have spoken to him, please? Yes, I will.AKWhen will you get back to me? Do you have my number?GMI think so… Yes, I do. I’ll get back to you by, urn, the end of today.AKMany thanks. I really appreciate your help on this. Not at all.GMUnderstanding Match the fo llo w in g strategies to the co rresponding sentences from the telephone conversation.Confirm when your expectations will be met. Make sure you’re speaking to the person who can help you. Set out your expectations to solve the problem. State your complaint.StrategySentences from the telephone conversation• Could I speak to your supervisor, please? • Could you tell me your name and position, please? I’ll just make a note of that. • I need to make a complaint. • I’m afraid I’m not satisfied w ith… • I’d like you to… • Could you let me know when you have… ? • When will you get back to me?Saying it accurately QU nscram ble the w o rds to form sentences to use w h en m aking a com plaint.1 this product / satisfied / I’m sorry / with / not / to / I’m / that / say 2 appears / this product / with / problem / There / to / a / be 3not / all / this service / I’m / with / at / happy Section 2: Telephoningi 294 seem / concerns / to / regarding / There / be / some / this / product 5replace / Please/you / could / it6 today / ensure / you / replacement / that / sent / the / W ould / is 7 email / me / sent / when / W ould / has been / be / to / able / you / it 8 can / you / expect / 1/ When / hear / to / fromUnderline adjectives that m ight be useful fo r m aking a com plaint and describing a product or service.dam aged defective delayed disappointing tolerable Вpoor passable high quality inadequate mediocreso-so indifferent unacceptable unprofessional unreasonableunsatisfactory unsuitableRank these adverbs according to how forceful th ey m ake a com plaint.The situation is entirely unsatisfactory, (forceful) The situation is som ew hat unsatisfactory, (not so forceful)absolutely altogether considerablyquite rather slightlysomewhat totally utterlyextremelycompletelyveryentirelyU sing the prom pts, m ake com plaints and set out yo u r expectations as to how each problem can be resolved. Follo w the exam ple.conference venue (forceful complaint) I ’m n o t at all happy w ith the conference venue because it’s entirely inadequate for our needs. Please could y o u find an alternative venue right away? 1 latest sales figures (not so forceful) 2 latest delivery (forceful) 3 budget for the new project (forceful)4 accounts system (not so forceful) 5 new catering company (forceful)Saying it clearly ОSpeakingListen to these forceful com plaints, n otin g the syllable stress.It’s absolutely unacceptable.4 It’s entirely unsuitable.2 3It’s altogether unreasonable. It’s com pletely unprofessional.5 It’s utterly inadequate. 6 It’s totally unsatisfactory.UNIT 7 | Making a com plaint on the telephone QListen again to the sentences and repeat them.Saying it appropriatelyО DО ВIt’s ve ry im portant that you rem ain calm w h en m aking a com plaint. Do not blam e the person you are speakin g to. Listen to the fo llo w in g speakers and decide w h ether th eir com plaints are phrased appropriately or inappropriately.speaker 1 speaker 2appropriatelyinappropriatelyappropriatelyspeaker 3 speaker 4appropriately appropriatelyinappropriately inappropriatelyspeaker 5appropriatelyinappropriately inappropriatelyListen to the com plaints, now phrased appropriately, and repeat them.37Get speakingО 38You are the CEO o f a sm all firm , Rickm ans and Co., and you have been badly let dow n by yo u r IT sup p ort com pany, Letterm ans International, so you telephone to com plain. First, read about the problem and your proposed solution. Then play the audio CD to start. W hen you hear the beep, pause and respond. The problemLettermans have recently installed new IT systems, which your employees are finding very difficult to master because they received insufficient training. Also, Lettermans agreed to provide a 24-hour support line and this has proved unreliable. Your proposed solutionYou w ould like Lettermans to provide additional training for employees and ensure that their support line is staffed 24 hours a day, as agreed. 1 Explain w ho you are, where you work, and whom you would like to speak to. 2 Explain the reason for your call. 3 Ask for the speaker’s name and position. 4 Make a point of w riting down her name and say that you hope that she can help. 5 Explain the exact nature of your complaint, using an introductory phrase and a suitable adjective and adverb. 6 Explain how she can improve the situation. 7 Ask her to let you know when the problem has been addressed. 8 Check when this will be. 9 Thank her for her help. Section 2: Telephoningi 31Dealing with a complaint on the telephone Oh dear, I ’m sorry to hear that.USEFUL TIPS: When dealing with a complaint, keep the follow ing points in mind: • Let the caller express their complaint. Don’t interrupt, but try to get all the details. Take notes. • Once they have finished complaining, summarize the complaint, clarify any unclear details and show empathy. • Apologize. Do not try to make excuses but provide an explanation if the customer requests one. • State what you are going to do to resolve the situation. • Tell the customer when they can expect results/feedback. • Stay calm with the customer at all times. Separate the problem from the person.ConversationО 39Tony H opps is pho n ing Kelly M asterm an at A rg o n a u t M editerranean Cruises to m ake a com plaint.Kelly M:Argonaut Mediterranean Cruises Ltd.Tony H:Ah, this is Tony Hopps here. Is that Kelly Masterman, the general manager?KM:Speaking.TH:Ah, right. Well, you listen here, Ms Masterman. I’ve just arrived home from one of your eastern Mediterranean cruise ships – Queen of the Waves – and I’m not at all happy. I’ve got a whole list of complaints.KM:Oh dear. I’m sorry to hear that. Let me just get a pen and I’ll note them down. Right, can you give me the details?TH:Well, first of all, we booked an expensive cabin on the outside of the ship. But there was a problem with that cabin and there were no others available on the outside. So we had to have one in the middle of the ship and my wife spent three days feeling really seasick. Then, for the buffet lunch, it was supposed to be an all-you-can-eat buffet, but when we got there at 2 p.m. we found that there were only a few bits of cheese and salad left for us. And then, in the programme for Saturday evening, it said there was a fancy-dress party. So we dressed up, but we found that everybody else was just in jeans and T-shirts. It was so embarrassing!KM:Oh, you must have felt terrible!TH:Yes, we did. And finally, 1sent my costume to the ship’s laundry to be cleaned and it got lost. That really was the last straw!KM:So, let me just recap. In a nutshell, you didn’t get the cabin you ordered, the buffet lunch was finished by the time you got there, the fancy-dress party listed in the programme didn’t take place, and your costume was lost.TH:That’s right.SpeakingUNIT 8 | Dealing with a com plaint on the telephone KM:Well, first of all, we’re not going to try to pass the buck here, so we would like to apologize to you for these problems. This is what I propose: I’m going to call the ship and see if I can find out what was going on. Can I call you back in 20 minutes?TH: Urn… yes, that’s fine. Do you have my number? It’s… TH: Tony Hopps speaking. KM: Hello, Mr Hopps. It’s Kelly Masterman here. I spoke to the ship’s first officer. It seems that the porthole in your cabin was broken by the previous passenger and water was coming in. But he apologized for not explaining what the problem was to you. I’m afraid we can’t refund the whole cost of the trip, but we can refund you the extra cost for the cabin that you didn’t have. TH: Hmm, that doesn’t seem much. And my fancy-dress costume? KM:On our website you can find a document for insurance claims. Send in the form and we’ll deal with that within a week. But, as I said, we are really very sorry for these difficulties. So, we would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for the problems you had. Is that acceptable to you, Mr Hopps?TH: Well, er, yes, I think that sounds reasonable.Understanding Kelly M asterman took som e notes during her phone call w ith Tony Hopps. Com plete her notes.Tony H opps – Queen o f the Waves Com plaints: • cabin p ro b le m s: ………………………………………………………………….. • buffet lunch:• program me changes: • laundry:Proposed action: • re fu n d : …………. • insurance claim: • discoun t:Section 2: TelephoningSaying it accurately QMatch the two halves of the sentences, following the example. 1Could you bear with me for 10 minutes… ^ ——…gets done by the end of the week….for our part in this….problem s that you’re experiencing.I’m terribly sorry for the… ) I can im agine… 11 propose that…I’ll make sure that it… 6 That must… 5Could you tell me…1do apologize…D …have been dreadful. E…w e offer you some sort of compensation…exactly w hat happened?V . > G …w hile I get to the bottom of what wentw rong here? H …that was terrible.Pu1t the sentences from Saying it accurately 1 in the correct category. as show n in the exam ple.To show regret/empathyTo find out w hat the problem is 1GTo apologizeTo propose a solution/to promise actionRead the telephone conversation again. Find more sentences to add to each o f the categories in Saying it accurately 2.Saying it clearlyО D 40Listen to these sentences, noting h ow the key w o rds are stressed to m ake the speaker’s m eaning and intention clear. 1I’m terribly sorry for the problems that you’re experiencing.2 I propose that we offer you some sort o f compensation. I’ll make sure that it gets done by the end o f the week. 4 I do apologize for our part in this. 334SpeakingUNIT 8 | Dealing with a com plaint on the telephone QListen again to the sentences and repeat them.Saying it appropriatelyО D 41Listen to tw o versions o f this extract from a telephone call and answ er the questions.Oh dear. I’m sorry to hear that. Let me just get a pen and I’ll note them down. Right, can you give me the details? 1 Which version is more effective, the first or the second version? 2 Which words describe the most effective version? A concerned В distracted С annoyed D apologetic E polite FО В 42boredListen to the sentences from Saying it accurately 1 and repeat them , co p yin g the appropriate tone.Get speakingОa 43Ga 44Listen to fo ur speakers m aking com plaints. Respond to them , using expressions from Saying it accurately 1 and 2. Play the audio CD to start. W hen you hear the beep, pause and respond. You run a catering com pany. Sim ply Delicious Food. Your telephone is rin gin g and com plaints are com ing in. Play the audio CD to start. W hen you hear the beep, pause and respond.1 Express regret that there’s a problem and find out exactly w hat the person is unhappy about. 2 Express empathy for the problem. 3 Summarize the problem for them. 4 A p ologize for the problem and promise that you will take action on the points raised. 5 Propose a solution and check that this is acceptable for your client.Propose a more substantial solution and check that this is acceptable.Respond to the request and finish the call politely.Th in k about yo u r w orkplace. W hat kinds o f com plaints do you deal w ith on a regular basis? H ow w o uld you respond to them , using at least one phrase from this unit?Section 2: Telephoningi 35Running a face-to-face meeting So, le t’s get started.USEFUL TIPS: • Go through the agenda at the start of the meeting and check no items are missing. • Ensure good timekeeping during the meeting, making sure that participants stick to the agenda and don’t get sidetracked. • Control the discussion, making sure all participants contribute where relevant and that no one person dominates the whole meeting. • Summarize key decisions at the end of each agenda point.Conversation Janette is h aving a m eeting w ith her team – Fabian, Lucy, and Tony to discuss the rollout o f a so ftw are program .45Janette: Everybody is here now. So, let’s get started. Now, we’re here to discuss the rollout of the new SAP customer relationship program. You are the people who’ll have to implement it and we need to decide what you need for the rollout. So, let’s look at point number one on the agenda: resources. Fabian, would you like to start? Fabian: Right, at the moment there’s a shortage of human resources to… J: .. .so by the time everyone has finished the training course, we should be OK. So, to sum up point number one, we’ve agreed that Lucy will arrange training sessions for the rollout team together with SAP and I’ll talk to Human Resources about finding more SAP specialists. Lucy: Thanks. J: Tony:Good. Let’s move onto the next point: budget. Tony, that’s your field. Well, I’m afraid that we have a very limited budget for this project, which means that we really have to be imaginative about how we allocate resources…F: …Does that mean training will be cut? Because look at the problems we had last year with the database. I spoke to Billy West in the data centre and he said that there was a problem with the — J:Can I stop you there, Fabian? Let’s not get sidetracked. Let Tony tell us what exactly is planned and then we can…J:…the meeting has been very useful. We all have our action points to deal with and we know the next steps. How does everybody feel about that? Fine. OK. Good.T, L, and F: J:SpeakingGreat! So, that wraps up everything for today. Thanks very much for all your ideas. Anybody want to go to lunch?UNIT 9 | Running a face-to-face meetingUnderstanding Look again at the approaches outlined in Useful tips. W hich tips does Janette fo llo w ? U nderline the relevant parts o f the d ialo gu e and note the tips she uses in the m argin. W hich tip does Janette not fo llo w ?Saying it accurately QCom plete the sentences w ith w o rds from the box. Note th at in som e sentences, more than one w ord is possible. aim kick pointw elcom e sidetracked th o u gh tsd ow n begin th in km ake see sumstarted com ing agendastart sigh t agreedfix on uppoints agree lookG etting the m eeting started1 Thank you all f o r ………………… Let’sg e t ……………….. to business. 2I’m glad you could a l lit. Perhaps we could make aI’d like t o ……………… you all here today. Let’s g e t………………..Setting o ut the aim s o f the m eetin g/go ing th ro ugh the agenda4 The of this meeting today is t o ………………. next year’s budget. 5 On t h e ……………… today are the fo llo w in g …………….. for discussion. 6Looking at the agenda, y o u ‘ll…………….. that there are five things to discuss today.Introducing the first point fo r discussion7 So, le t’s …………….. a t ……………….. number one. 8 John, w ould you like t o ………………..? 9 Lynn, w ould you like t o ……………… things off? Sticking to the agenda10 Can you stop there, Paul? Let’s not g e t ………………. 11 Let’s not lo s e …………….. of the main objective here. 12 Shall we m o v e …………….. to the next point? A sk in g fo r contributions from others13 A n y ……………….on this, Janine? 14 Do we a l lon this?15 W hat do y o u …………….. . Simon? Su m m arizin g and concluding16 OK, that w ra p s …………….. everything for today. 17 So, let’s just summarize the main things w e ‘v e ……………….. 18 So, t o up, we’ve agreed the budget for next year. Section 3: MeetingsОвListen to the sentences to check your answers.Saying it clearlyListen to the sentences in Saying it accurately 1 and repeat them.46Saying it appropriatelyО о W hen w e w an t to hear from other people at a m eeting and to ge t their 47opinions, w e use a rising intonation in the voice. Listen to these sentences and repeat them. 1 Any ideas about this, Ellen? *Do we all think this is a good idea? *3 Simon, w hat do you think? * 4 Is everyone happy with this, then? * 5 Shall we move on to the next point? * О 48To stop som eone from d igre ssin g, interrupting, or dom in atin g in a m eeting, you need to be firm yet polite. Listen to these sentences and repeat them . 1 John, I think you’re getting off the point here.Paula, could we just hear w hat Neil has to say first?Philippa, could we come back to your point in a moment?Get speaking QYou are chairing (m an agin g) a m eeting w ith Rita and Paolo to discuss the plans fo r the upcom ing com pany conference. Here is yo u r agenda.M eeting to discuss upcom ing com pany conferenceDate: 3 March Time: 10 a.m. Attendees: You (chair), Rita Kay, Paolo di Franco A ge n d aPoint one: Programme for the day Point two: Possible locations38SpeakingUNIT 9 | Running a face-to-face meeting You start. Begin by chairing the m eeting, co verin g the first three points. Then play the audio CD and fo llo w the cues.1 Get the meeting started. 2 Go through the agenda for the meeting. 3Introduce the first point of discussion and ask Rita to contribute.4 Say that you like Rita’s suggestion and ask Paolo w hat he thinks. 5 Say that you like Paulo’s suggestion and ask him to come up with some detailed suggestions on this. 6Move the meeting onto point two on the agenda and ask Rita to contribute.7 Get the meeting back on track and ask Rita to continue. 8 Say that you like Rita’s idea and ask her to get some prices for you. 9Summarize the main points of the meeting and the action items and check that they agree.10 Check if they have anything else to add. 11 Conclude the meeting. W rite an age n d a fo r a m eeting at yo u r w orkplace. H ow w o uld you start the m eeting? Practise aloud and record yo u rse lf if possible, fo r review.Remember to sound: • positive • interested • keen to hear w hat other people think.Language note Note the use o f so, right, and well as sign a ls in the m eeting. W hen these kinds o f w o rds are said em phatically, th e y serve to direct the conversation. So, let’s get started.Right, at the moment… Well, I’m sure everybody…Cultural note The scope of meetings varies from country to country. For example, in Japan, decisions are not usually made in a meeting between two companies. Rather, meetings are simply a way of exchanging information, which is then discussed internally before a decision is made. In the USA, however, if all the key members of staff are present, a decision may be made there and then. Similarly, etiquette for meetings varies considerably. For example, in Germany a degree of formality is required whereas in Spain, it is not unusual for attendees to speak over each other to get their point across.Section 3: Meetingsi 39Negotiating agreement Well, th at’s an interesting proposal, but…USEFUL TIPS: Successful negotiations usually follow this process:ConversationJanette w ants to hire som e specialists from a consultancy com pany for a short-term project to roll o ut a so ftw are p ackage w o rld w id e fo r her com pany. She is m eeting Stuart, a senior partner from the consultancy, to discuss fees fo r their services.Janette:And that, basically, is why I called you, Stuart. We don’t have enough SAP specialists for this job ourselves. I see. So, what exactly do you need? We propose that you second us five programmers for customizing the basic SAP package to our needs, two web interface experts to make sure the package is user-friendly and one technical project manager. OK. But we need to talk about fees. They would have quite different daily rates: €650 for a programmer, €875 for the interface specialists and, urn, at least €1,250 for a project manager. Depending on his or her experience. Well, we’d like to keep the bookkeeping easy. So, we’d like to aggregate these daily rates. We suggest that we pay you €700 per head per day. I see. Well, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark.Stuart: J:S:I don’t think we could go along with that. You see, we have very strict budget limits. Hmm… Let’s think about how we can make this work… Another possibility might be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? It makes the administration so much easier. I mean, what’s the downside? J:I take your point. It’s just a question of agreeing the rate. Right. So, by my calculations if we agree on a daily rate of €750 per head per day, over six months your company will receive… just a second… €772,000.S:€750 per head per day for six months. Yes, I think we can live with that.J:Excellent! So, now we just need to decide which people will be most suited…S:40SpeakingUNIT 10 | Negotiating agreementUnderstanding Look again at the stages o f n egotiatio n outlined in Useful tips. W rite the stages in the correct place in the colum n on the left.StageSentences from the conversationAnother possibility m ight be to have tw o rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? We need to talk about fees. Well, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. I take your point. We can live with that. We suggest that we pay you €700 per head per day. If we agree on a daily rate of €750 per head per day, over six months your company will receive €772,000. Another possibility m ight be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? Let’s think about how we can make this work.Saying it accurately QMatch the phrases and sentences on the left w ith those on the right that have sim ilar m eanings. 1 We propose that…I see where you’re coming from. В That’s not going to w ork for us. С Let’s take a closer look at…We need to talk about…3 4I don’t think we could go along with that. Another possibility m ight be to…I take your point.We can live with that.D We can go along with that.We suggest that… Instead, we could always do…Section 3: Meetingsi 41Read the continuation o f Janette and Stuart’s negotiatio n and com plete the sentences w ith expressions from Saying it accurately 1.J: Of course, (1) the subject of expenses. (2) you cover the travel expenses for all the specialists during their stay. S: Hmm, I’m afraid that (3)………………………………………………….. J: OK, (4)……………………………………………………………split the cost between us instead? S: Well, OK, (5)………………………………………………we pay 20 per cent and you pay 80 per cent. J: No, sorry (6)……………………………………………………….How about we say 50-50 because, as we do most of our work locally, such costs are not built in to our fees. S: Yes, I think (7)…………………………………………. J: Great!Saying it clearly Q siListen to the fo llo w in g sentences, noting how the syllable stress changes w hen the w ord form changes.1 We’ll present our findings to the client. We’ll be doing a presentation in the board room. 2We suggest that we increase the budget. That’s a suggestion worth considering.3 Another possibility might be to hire more staff. Would it be possible to hire more staff? 4 Have you considered the advantages o f temporary staff? I’ll certainly take that into consideration.Listen to the sentences again and repeat them.Saying it appropriately 0W hen n egotiatin g, it is im portant to phrase your proposals politely and respectfully. Com pare the fo llo w in g pairs o f sentences.We recommend that you give us five programmers. Give us five programmers. We suggest the agreem ent is for a period of twelve months. The agreem ent must be for a period of twelve months. We w ant a 10 per cent discount. We propose that you offer us a 10 per cent discount.SpeakingUNIT 10 | Negotiating agreementО0Listen to the sentences again and repeat the polite ones.52a 53W hen n ego tiatin g, you m ay w a n t to m ake a positive com m ent on a proposal w ith o u t com m itting yo u rse lf fully. Listen to these sentences and repeat them.1 Well, that’s a proposal that’s worth considering. 2 We’ll certainly bear that in mind. 3 Well, that’s something that we should discuss further. 4Right, we’re certainly open to the idea.Get speaking G0 54You are in a m eeting to negotiate a deal w ith a buildin g contractor to renovate yo u r office. Listen to the audio CD to hear their quotation and then fo llo w the cues. W hen you hear the beep, pause and respond.1 Ask the contractor to clarify exactly w hat that price will include. 2Reject his proposal as it stands and put forw ard a counter-proposal of $150,000 including materials.3 Reject his counter-proposal. Suggest $160,000 including materials. Point out the advantages of w orking for you because you plan to renovate all your offices around the country next year and so this project could lead to a lot more work for him in the future. QW rite a d ialo gu e based on a n egotiatio n from yo u r w o rk experience. Rem em ber to include all stages o f the process before reaching an agreem ent.Grammar note Note h ow w e use the first conditional to indicate th at w e are close to reaching agreem ent on a point.Examples from the text: If we agree on a daily rate of €750 per head per day over six months, your company will receive €772,000.If we pay their travelling expenses, then they won’t [will not] be out of pocket. If he delivers the product by Friday, then it’ll [will] be on the shelves by Monday. The bank won’t [will not] have any concerns if we guarantee the loan.Section 3: Meetingsi 43Assigning action points Who would like to take responsibility fo r this?USEFUL TIPS: • Ask people to agree to action points rather than simply telling them to do something. • For a general action point, e.g. organizing somebody to look after visitors to a company, offer the opportunity to anybody from the team. It may be seen as attractive, especially if it involves entertaining the visitors. • If the action point is unattractive, such as writing the minutes of a meeting, and nobody volunteers, then ask the most qualified person. If necessary, ask if they can reprioritize other tasks. • Summarize who is responsible for what and when they have agreed to deliver.ConversationJanette is h aving a m eeting w ith her team – Lucy, Fabian, and Tony – to discuss the rollout o f a softw are program .Janette:…and we need to work together with SAP experts on this if we want to get the rollout to work properly, right?55Lucy, Fabian, and Tony: Yeah. Looks like it. J:So, we need to speak to SAP about running a training program for all the system users. Could you handle that, Lucy?L:Sure, I’ll call Dieter Grossmann.J:How soon can you finish the complete training program, do you think?L:To train everybody, we’ll need about three months. So, not until the end of September.J:F:Great, now the project kick-off meeting. We all agreed to have it on the twentieth of July but nobody has done anything yet, have they? No, 1thought not. 1know 1haven’t! Well, we need to move fast on that, so Fabian, could you deal with that? Invitations to start with, refreshments, you know. Of course.J:When will the invitations be ready, do you think?F:I’ll do them this afternoon.J:Fine. I’d like to have them out by this evening. Now, next week one of our biggest customers, Dimitri Mischkovic, is coming from Moscow to visit the company. Pie’s arriving on Friday night and is staying here until Wednesday next week. Originally, 1was going to take him out in London at the weekend, but my mother is in hospital. So 1need somebody to take him out, all expenses paid by the company, of course. Who would like to take responsibility for this?T:Oh, 1don’t mind. 1mean, if nobody else wants to that is.F:That’s OK with me.SpeakingUNIT 11 |Assigning action points L:I don’t think my boyfriend would like me going around London with somebody else anyway!J:Good, I’ll send you the details, Tony. Now, item number four on the agenda: we are going to be audited., F and L: J:T:No. Not again! So soon? Yes. Company policy, I’m afraid. I need somebody to write a report on our business activities over the last twelve months. Is anybody interested in doing that? Tony, how do you feel about taking responsibility for that? You have the most experience. Well, it’s a bit difficult, Janette, you know. I’ve got the department meeting to organize and then the budget to do and then Mr Mischkovic.F:I could look after Mr Mischkovic for you, Tony.T: J:No, I mean, I’m not saying I — Would you mind prioritizing this, Tony? It’s really very important.T: J:Oh. Well, I suppose so. Thanks. Can you send me the report by Friday midday? Then you can relax over the weekend with Mr Mischkovic!Understanding M ake notes abo u t the points agreed upon d urin g the m eeting. Em ployeeTask(s) allocatedFinish date/timeTony• Taking care o f Dim tri M ischkovic duringThis weekendhis s ta y LucyFabianSaying it accurately QRead these requests and decide in w hich catego ry th ey belong. Follow the exam ples.• asking for volunteers to complete a task: 1• allocating a task to a particular person: 2 • determ ining a completion time for the task: 3 1 Would anyone like to put themselves forward for this? 2Can I leave that with you, Jean?3 Can you send me that by next Monday? 4Could you take care of that, Kumiko? Section 3: Meetingsi 455 How soon do you think you can finish that? 6I’m looking for somebody to look after this.7 Is anybody interested in doing this? 8 Could you deal with that? 9 W ho w ould like to take responsibility for the minutes? 10 is end February realistic as a deadline? 11 When will that be ready, do you think? 12 Could you handle that? 13 Will you be able to get that done by tomorrow? 14 W ould you take responsibility for that, David? 15 Are there any volunteers to do this? fjjCom plete these requests w ith w o rds from the box. ofbyfo rabo u tw ithin1 Can you take c a r e …………………..that? 2 Is anyone interested …………………..doing this? 3 W ho w ould like to take responsibility………………… this? 4 How do you f e e l………………… doing this? 5 When do you think the report will be re a d y …………………..? 6 Will you d e a l…………………..that for me?Com plete the conversation w ith questions from Saying it accurately 2.Janette:OK, and we also need to decide who is going to prepare the financial statements that the auditors will need to see. ( 1)Fabian, ( 2 ) ………………………………………………………………………..? Fabian:I suppose so.J: F:Great, thanks. ( 3 ) ……………………………………………………………? W ould first thing Monday m orning be OK?J:Perfect, so, m oving on…Saying it clearly Г \ l||l56Listen to the requests in Saying it accurately 1 and repeat them .Note that in the Yes/No questions, the intonation goes up and in the Who/How/When questions, the intonation can go down. Can you I leave that with you, Jean? *How do you feel about taking responsibility for that? ^ Remember to stress the key syllables and words. When will that be ready, do you think? 46SpeakingUNIT 11 |Assigning action pointsSaying it appropriatelyО D 57W hen m aking a request, it is im portant to sound polite. Listen to six sentences from Saying it accurately 2 and decide if the requests are phrased politely or im politely.1 Can you take care of that? Is anyone interested in doing this? 3 W ho would like to take responsibility for this? 4 How do you feel about doing this?impolitely5 When do you think the report will be ready by? 6 Will you deal with that for me?impolitelypolitely politelyimpolitelypolitelyОвimpolitely impolitely impolitelypolitely politely politelyListen to the sentences, now phrased politely, and repeat them.58Get speaking QYou are in a project team m eeting w ith five colleagues. A sk your co lleagues to do the fo llo w in g tasks. If possible, record yo u rse lf for review. TaskPersonCom pletion date/tim e1 W rite the proposal fo r a new project.JessicaBy FridaySource sam ples fo r the new com pany logo.ChrisBy the end o f the monthPrepare a quotation fo r a potential new client, M illw ood and Co.AyishaBy next ThursdayW rite an advertisem ent to go in the paper fo r a new office manager.DanBy the end o f the dayO rga n ize the purchase and delivery o f the new IT hardw are.SophieBy Novem berTh in k about yo u r ow n w orkplace. M ake notes o f requests you typically m ake to colleagues. Then practise them aloud.Section 3: Meetingsi 47Running a teleconference Hi, this is Lee M ing here.USEFUL TIPS: • One person should take the role of the facilitator. The facilitator should lay out the ground rules for the meeting at the start and control the participants. Only the facilitator should interrupt another speaker. Otherwise, it can get very confusing. • As with regular meetings, there should be a clear agenda, if possible with strict time limits for each item. • The facilitator should ask people by name to contribute to specific topics. Each speaker should give their name before speaking. • Clarity is essential in a teleconference, so native speakers should aim to speak clearly, for example minimizing the use of difficult idioms, and non-native speakers should ask if anything is unclear. • The facilitator should do a summary of all points discussed at the end of the teleconference.Conversation Janette is facilitating a telephone conference from London w ith participants from around the w orld, Petra, Carlo, Sanjay, and Lee M ing.59Janette…so that’s Petra, Carlo, Sanjay. We’re just waiting for Lee Ming and then -SystemPing\ Speaker five is entering the conference room.Lee Ming JHi, this is Lee Ming here. Great! So, it’s Janette here. Thank you all for participating today. Before we start, let’s just check some ground rules for telephone conferences. Please always give your name first, so that we all know who’s speaking. Also, don’t interrupt other speakers, please. I’ll make sure that we keep the conversation on track and don’t lose any time. Finally, please could you make sure that you speak clearly and just let me know if anything is unclear? OK?Petra, Carlo, Sanjay, and Lee Ming: Yes. Fine. Good. OK. Right, let’s run through the agenda. First of all we want to look at… J P С J С P S LMSpeaking.. .the hardware and the software is now being tested and will be ready — But Petra, that’s not the problem at all! We need to know when! Janette here. Sorry Carlo, can you let Petra finish? As 1said at the beginning of the teleconference, just one speaker at a time. Ah yes. Urn, Carlo here. Sorry about that. Could you repeat that, Petra? About the software testing? Petra here. No problem. So it’ll be ready… and w p think that the advantaaes of outsourcina all activities to Mumbai will be much areater if we are working closely with Singapore. Hmm. Lee Ming here. I’m not sure what you mean by ‘closely’.UNIT 12 | Running a teleconference S:Sanjay here. Well, we have a lot of software programmers who could quickly develop the products that your people in Singapore design.Janette here. What do you think about that, Lee Ming?LMS and LMJ P and СLee Ming here. Urn, well it depends on what the designers are looking for because… …Well, that was all very helpful, I think. So, let me recap our discussion. The next step is for all of us to begin work on speaking with all the key suppliers in Mumbai… …and when that’s finished, the project will be over. Is that acceptable to you, Sanjay and Lee Ming? Yes. That’s fine. And how about you, Petra and Carlo? Any questions? No, I’m happy. Sounds good. Excellent! Then, I think that’s enough for today. We have another meeting scheduled for…Understanding A secretary took som e notes fo r the m inutes. Com plete her notes.A t the s t a r t Ja n e tte laid out ground rules. Sh e asked speakers to:……………………………… in te rru p te d …………………………………. when she was talking about softw are testing. ……………………………….a s k e d ………………………………….to clarify what he m eant by working ‘c losely’ together.Everyone agreed on an action point to s t a r t d is c u s s io n s withA noth er teleconference is booked.Saying it accurately Put these sentences from the b e g in n in g o f a teleconference in the correct order.] Before we start, let’s just lay out some ground rules for telephone conferences. ] Finally, just let me know if anything is unclear. 1]] Firstly, please always give your name first. So, it’s Karen here. ] Right, let’s run through the agenda. ] Secondly, don’t interrupt other speakers, please. ] Thank you all for participating today. ] Thirdly, please could you make sure that you speak clearly?Section 3: MeetingsComplete the sentences with words from the box. finish 1 2com einterruptsorryspeakerfinishedthereletExcuse me, may I ……… …. you there? Sorry Hans, let ZaraExcuse me, I’m …………. . to interrupt, but… O n e ……………at a time, please. 5 Sorry, can I ……………in here? 34 6Sorry Kim, can I stop y o u ……………?Fabrice, I don’t think Chris h a s ……………yet. Gill, please could you ………… A lex finish?Match the tw o halves o f these questions used to ask fo r clarification and repetition.Sorry, but I don’t… 3 Sorry, but I didn’t quite catch that. Could you……I missed that. Could you say it again, please?…quite follow you. Could you repeat what you just said?Sorry, I’m afraid…Excuse me, but I’m not sure……w hat you meant by that. W ould you mind repeating it?D …run that by me one more time?1 2Saying it clearly О 60Listen to tw elve sentences from Saying it accurately 1, 2 and 3 and repeat them.Note how the speaker’s intonation goes dow n when introducing a teleconference, interrupting politely and dealing with interruptions, but up when asking for clarification and repetition.Before we start, let’s just check some ground rules for telephone conferences. ^ Fabrice, I don’t think Chris has finished yet. ^ Sorry, can I come in here? * Excuse me, but I’m not sure what you meant by that. Would you mind repeating it? *Saying it appropriatelyО 6150SpeakingListen to these fo u r requests, deciding w h ether the speaker sounds polite or im polite.UNIT 12 | Running a teleconference 1 Please always say your name first. 2 Begin by saying your name, please. 3 4О0impolitepoliteimpolitepolite politeimpolite impolitePlease don’t cut in on people. Please don’t interrupt other speakers.politeListen to the requests, this tim e said politely, and repeat them .62Get speaking QYou are the facilitator at a m eeting in Berlin w ith the fo llo w in g participants:Kazum i from JapanPierre from FranceEmin from TurkeyJake from the USAIntroduce yourself, w elcom e the participants, and lay out the ground rules fo r the teleconference.О0 63The m eeting is underw ay. Play the audio CD to start. W hen you hear the beep, pause and respond. Use the prom pts belo w to interrupt appropriately.1 Interrupt politely and deal with Emin interrupting Pierre. 2 Interrupt politely and ask Jake to clarify w hat he means and not to use idioms. 3 Interrupt politely and ask Pierre to repeat w hat he said. 4Interrupt politely and ask Emin if he agrees with the suggestion.5 Interrupt politely and remind speakers not to talk at the same time. Q|Im agine that you are facilitating a teleconference fo r a project team at yo u r w orkplace.First, make notes on: • how you are going to start the meeting • w ho is at the project team meeting • the purpose of the meeting. Then start the teleconference with an introduction to the meeting: • introduce yourself • welcome the participants •lay out the ground rules• go through the agenda.Section 3: MeetingsPresenting a product or service I want to tell you today about…USEFUL TIPS: When presenting a product or service, an effective way to convince your audience is to follow the FAB approach: • Feature: highlight the features of the product or service you want the audience to focus on. • Advantage: show how these features make the product or service better than its predecessors or competitors. • Benefit: show how this product or service will improve the user’s life. This approach can be grouped into a three-step presentation structure: 1 Introduction: summarize what you are going to tell the audience. 2 Main body: tell them. 3 Conclusion: tell them what they should do next.Conversation’*64*’ Steve:Steve Dunn, sales representative fo r Com pix Inc, is presenting a new Custom er Relationship M anagem ent (CRM ) piece o f so ftw are called iCustomer. Well, good afternoon, ladies and gentlemen. I’m Steve Dunn and I want to tell you today about Compix’s new CRM application for your iPhone, the iCustomer. Firstly, I’ll demonstrate exactly what this software is capable of doing. Then, I’ll outline the advantages this has over conventional CRM systems. Finally, I’ll show you how this can help boost the productivity of your salesforce significantly. So, first of ail, as a salesman I can tell you what we all want is up-to-the-minute information about our customers. iCustomer links your salespeople directly with your central customer database so that at any time they can check what exactly the… …without any time lost. Moving on to my next point, what are the advantages of the real-time information provided by iCustomer over other CRM systems? Well, it means that for the first time ever your salespeople always have up-to-date details about your customers. Current credit ratings for example, any problems with recent orders or maybe a new special offer that headquarters wants… …of course, because it has a phone function. So, finally, what are the real benefits for your salespeople? Two words: increased productivity. Our research shows that salespeople are able to make at least 15 per cent more customer visits per week, leading to an increased sales volume of up to 30 per cent and that’s not all. With… In conclusion, if you commit to using iCustomer, we are offering a free consultancy service for your business. Our experts will visit your company and… Thank you for listening. If anyone has any questions. I’d be happy to answer them.SpeakingUNIT 13 | Presenting a product or service [ustomer: Steve:Yes, I do. Do you provide software training for users as part of the package? I’m pleased that you asked that question. We don’t provide training ourselves, but our sister company is responsible for that and I’m sure we could discuss ways that we could incorporate that into the package…Understanding Steve fo llo w s the FAB approach outlined in Useful tips. Listen again w ith o u t reading and tick the features, advantages, and benefits of iCustom er that he m entions.^ l1FeaturesiCustomer allows your customers to place orders directly with the company. В iCustomer provides a link between salespeople and customers’ data.iCustomer provides a link between salespeople and suppliers.A d va n ta gesA Your salespeople always have current inform ation about customers. ВIt’s cheap and easy to install.It’s more user-friendly than any other system.BenefitsA You will save money. В You will produce a better product. СYour salesforce will be able to sell more products.Saying it accurately QSteve go es on to present another n ew product, the Top-spy A nti-virus System 4 (TAS 4). Reorder the extracts from this presentation fo r a new security system so that it fo llo w s the FAB approach.By installing TAS 4, you will save time and money by protecting your computers against viruses. 2 It’s well worth upgrading to TAS 4 because of its low RAM or memory usage compared to previous versions. Consumer surveys have also shown it to be more reliable than other systems currently available. 3 TAS 4 is a comprehensive Internet security system including a firewall and antispyware. 1Section 4: Presentations and conferencesMatch Steve’s phrases or sentences on the left w ith those on the right th at serve the sam e purpose. 1 2I w ant to tell you today about… Firstly, I’ll dem onstrate… Then, I’ll outline… Lastly, I’ll show you…3 Moving onto my next point, … 4 W hat are the advantages of…?First of all, I’ll… Next, I’ll… And finally, I’ll…В Let’s look now at… С My talk today is about. D Please feel free to ask questions.In conclusion,…If anyone has any questions, I’d be happy to answer them.E To sum up,…I’m pleased you asked that question.G W hy is this important?That’s a good question. Because…Com plete Steve’s presentation u sing phrases from Saying it accurately 2…………………………………………………………Telesmart, a new communications package we’re offering to our loyal customers…………………………………………. demonstrate how it w orks……………………………………….. outline the advantages compared to other packages available ………………………………………….show you how it can benefit your business… …w hich means that you can combine all your business communications in one single package………………………………….Because it is much more straightforw ard than having a number of different providers for each service…………………………………………… how much money this can save you every year… …and s o ,…………………………………….. Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you.Saying it clearlyОnListen to an extract o f Steve’s presentation in Saying it accurately 1.Note how Steve’s intonation is varied, which makes the presentation interesting to listen to. He also emphasizes important words, such as product name and features, advantages, and benefits. TAS 4 is a com prehensive Internet security system including a firewall and antispyware. Q54SpeakingListen to Steve again. Repeat the sentences, using the sam e em phasis on key w ords. Pause w h en you need to.UNIT 13 | Presenting a product or serviceSaying it appropriatelyО иThe w a y you deliver your presentation is alm ost as im portant as w h at you say. Listen to sentences from the presentation in Saying it accurately 3. Tick the statem ents th at are true about the speaker’s style o f delivery. 1 The presenter sounds confident and self-assured.2 She sounds nervous and uncomfortable. 3 She sounds bored when talking about her product. 4She sounds passionate when talking about her product.5 The presentation is slow and boring. 6 The presentation is well-paced and easy to follow. 7 The presentation is rushed and hard to follow. Listen again to the presentation and repeat it.Get speaking □Steve had to pull o ut o f the presentation at the last m inute and he gave you his notes abo u t iCustom er and TAS 4. Deliver his presentation o f the tw o products, using the notes below. Include phrases from the unit. If possible, record yourself for review. Com pare your presentation to Steve’s. ProductFeaturesA d van tagesBenefitsiCustomerIt provides a link between salespeople and customers’ data.Your salespeople always have up-todate inform ation about customers.Increased productivity: salespeople can make 15 per cent more customer visits per week and 30 per cent more sales.TAS 4A comprehensive Internet security system including firew all and antispyware.• low RAM compared to previous versions. • consumer survey showed it to be more reliable than other systems available.You will save time and money by protecting computers from viruses.Com plete this table w ith the features, advan tages, and benefits o f a product or service from your line o f w ork. Then deliver your presentation. If possible, record it fo r review. Product/serviceFeaturesA d va n tagesBenefitsSection 4: Presentations and conferencesi 55Working on a stand Would you be interested in fin ding out more about this?USEFUL TIPS: When working on a stand, ask questions rather than simply presenting products. This will give the stand visitor the feeling that the focus is on their interests and needs. • Find out what business the visitor is in and who their customers are. • Find out what their customers want. • Find out what would make the visitor’s life easier and suggest ways to help them achieve that goal.ConversationО 67AmandaColinAmanda is a salesperson for Compix Inc, a software development company. She is on the stand at a computer industry trade fair in Los Angeles. Hi there. Can 1help you? What? Oh me? 1was just looking at some of these brochures.Well, I’m Amanda.Ah. I’m Colin.What field of business are you in, Colin?I’m a specialist publisher. 1don’t really know much about computer software and hardware, I’m afraid. 1publish books about stamp collecting.Reallv? Who are vour customers?Well, different types of people. Children, teenagers, adults, people who have retired… mostly male, of course.1see. And what are your customers looking for?Well, information and books about stamps. Particularly prices, trade fairs or articles about the history of particular stamps.OK… but what are the challenges you face in reaching them?Well, there are lots of stamp collectors, but they’re all over the world. It’s very hard to reach them so it’s difficult to sell my company’s books. Normal bookshops won’t take them. So 1put advertisements in stamp magazines, but that’s expensive.Of course. Well, would you be interested in something to help you reach a worldwide audience, 24/7?C:Using the Internet, 1suppose 1would. But 1don’t know anything about programming.A:Ah, but what would you think about a tool that does that for you? A tool that lets you just upload the documents that you want into a template? And one that also saves information about customers so you can…C:…but that’s really very interesting. So you think that a free newsletter would help my business?SpeakingUNIT 14 |W orking on a standA:Definitely. At Compix, we have one that we send to our customers every quarter with information about new developments in the industry. In fact, can I add you to our mailing list?C:Hmmm, well yes, of course.A:Great! Can you give me your card? Then I have all your details and I’ll make sure that you are kept up to date on what we’re doing…C:That sounds great. Can I take one of these demo software packages?A:Unfortunately, I’m afraid I can’t give you one today. I’m so sorry about that. But I can send you one.C:OK. That’s better. That way I don’t have to carry it around with me all day.Understanding Amanda made some notes follow ing her conversation with her potential customer, Colin. Complete her notes with the missing information.ColinName: Field of business: Customers: Customers looking for: Challenges:Add to mailing list?Yes/NoTo do:Saying it accurately QUsing the prompts, make questions to find out more about a potential customer. 1 W hat / line of w ork / in? ……………………………………………………………………….. 2W hat / involve / exactly?………………………………………………………………………..3 W hat sort / customers / have? ……………………………………………………………….. 4 W hat / your customers / w ant? ……………………………………………………………… 5 W h a t/h e lp you / help your customers? ……………………………………………….. 6 0W hat / issues/face in your line of work? ………………………………………………Match the questions in Saying it accurately 1 to the follow ing answers. A Com petition and rising food prices are our main challenges. В СI own a small catering business. It would help if we could set up a better way of com m unicating with our customers so that we can make sure that they are satisfied and use their feedback to improve our performance.D Mostly large companies. E They w ant us to supply a high quality product for a fair price. FWe supply food and drink to conference venues around the country. Section 4: Presentations and conferencesKay works in marketing and is having a meeting with a potential customer, Jon. Number the sections of the conversation in the right order, 1-15. Kay: Well, w ould you be interested in hearing more about our website design service to publicize w hat you do? Kay: Hello Jon, nice to meet you. First of all, w hat line of w ork are you in? Kay: And w hat does that involve exactly? Jon: I’m a surveyor. Kay: W hat sort of customers do you have? Jon: Yes, I would. Kay: Here’s some more inform ation on that then. And can I add you to our m ailing list? Jon: Well, I carry out valuations and building surveys on properties for clients. Jon: That sounds like a good idea. I think it would be useful to keep up-to-date with any new m arketing ideas. Kay: W hat challenges do you face in your line of work? Kay: And w hat do your customers w ant from you? Jon: Hello Kay, I’m Jon. Jon: We find it hard to get our message out to new clients w ithout spending lots of money on advertising. Jon: Mainly small businesses or private purchasers. Jon: They are looking for a professional service that is delivered promptly and is good value for money. (j^j) Q jListen to the conversation to check your answers.Saying it clearly QListen to the questions from Saying it accurately 1 and 3. Remember how the questions that have a Yes/No answer go up and questions that start with wh- words can go down.What sort o f customers do you have? * Would you like me to show you our new product? * j|^j| 0 69Listen again to the questions from Saying it accurately 1 and 3 and repeat them. ________________________________________________________Grammar note When form ing questions, invert the subject and the auxiliary verb. Examples from the text: Can I help you with anything in particular? What field of business are you in? Would you like me to show you a tool that does that for you?58SpeakingUNIT 14 |W orking on a standSaying it appropriately OtoOB QListen to three people on a stand w ho are trying to generate interest in a new product. Match the speakers to the descriptions. speaker 1A pushy and aggressivespeaker 2 speaker 3В assertive and excited about their product С shy and boredWhich speaker is likely to generate the most interest in the product and w hy? Listen again to this speaker and repeat w hat is said. Sometimes on a stand, you cannot do w hat a customer w ould like.C: Can I take one o f these demo software packages? A: Unfortunately, I’m afraid I can’t give you one. I’m sorry about that. When you apologize, it is important to use the right phrase and to sound apologetic. Listen to these apologies and write in the missing words.OB 71I’m ………………….. sorry but I haven’t got any brochures left.Unfortunately, I forgot to bring my business cards. I d o …………………….I’mI can’t help on you on this. I’ll ask a colleague.Listen to the apologies on the audio CD and repeat them. Make sure you really do sound apologetic.Get speaking72You w ork for a technology company on a stand at a trade fair. Start a conversation with a potential customer. Play the audio CD and follow the cues. You start with the first question. 1 Ask him if you can help. 2Ask him w hat line of w ork he is in.Ask him w ho his customers are.Ask him w hat his customers want.Ask him w hat challenges he faces.Ask him if he would be interested in hearing about a new video link teleconferencing system that would allow him to have meetings with customers around the world.Section 4: Presentations and conferencesI 59Closing a sale We only have this offer fo r a short time.USEFUL TIPS: When closing a sale, frame the sales pitch as an open question so that, if the customer has any questions or objections, it is still possible for the salesperson to respond. Once the request has been made, be quiet and let the customer decide! These are three possible styles for closing a sale: • Hard close: assume that the customer wants to buy the product/service and ask for quantities or delivery dates. • Emotional close: point out to the customer the advantages of having the product or the disadvantages of not having it and appeal to their emotions. • Urgent close: tell the customer that the product is only available for a short time due to scarcity, or that the price will soon rise.Conversations Amanda and Steve from Compix Inc are talking to four different customers at a computer industry trade fair in Los Angeles about a new gadget from their company, a hand-held product scanner. 1 Amanda:Customer:.. .really does the job, so with our PriceChex product scanner, you just scan the price tag of any product in a shop and it does an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99! Wow! That is so cool! But I want to have a look around at the other stands first and then —A:Sure. I understand. But I should tell you, we only have ten of these items here at the trade fair…C:Ah, urn, I see. And how much did you say it cost? 2Steve:…software performs an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99!C:That could be very useful for my team.S:Definitely. So, how many can I put you down for?C:Urn, I’m not quite sure. Well, I think I’ll take two for now and try them out with…3 A:…But that’s not all. It can also tell you where you can buy it cheaper! And it only costs $49.99!C:Really? My brother is always driving me crazy telling me how I paid too much for something.SpeakingUNIT 15 |Closing a sale A:Sounds like my mother-in-law. Just think. What will you feel like when you can scan something he’s bought and then tell him he could have got it 50 per cent cheaper somewhere else?C:That would be awesome! OK, I’ll take two and I’ll give him one for his birthday…4 S:…It can also tell you where you can buy it cheaper! And it only costs $49.99!C:I see. I need to think about it. I’ll come back tomorrow.S:No problem. Only I wouldn’t want you to be disappointed. The PriceChex is only available at this price today! It’s a special promotion for the trade fair ODenina…C:Oh dear! Well, could I reserve one and come back in a few minutes?Understanding Which style of close – hard, emotional, or urgent – is being used by the seller in each conversation? c o n v e rsa tio n 1 : ………………………………………………………….. c o n v e rsa tio n 2 : ………………………………………………………….. c o n v e rsa tio n 3 : ………………………………………………………….. c o n v e rsa tio n 4 : ………………………………………………………….Saying it accurately DUnscramble these words to make sentences that you could use when closing a deal. 1 it’s / d o / in sta lle d / yo u / H o w / t h in k / lo o k / w ill / it / w h e n ?put / many / you / can / for / down / How / 1? 3 available / today / at / only / It’s / this / price 4 start / Shall / p a p e rw o rk /w e /th e? 5 offer / tim e / for / have / only / this / short / a / We 6 six / stock / only / this / left / in / item / We’ve / got / of 7 see / W hat / people / it / say / will / when / they 8in / you / it’s / W hat / feel / when / will / like / place? 9sta rt/y o u /W h e n / lik e / w o u ld / toSection 4: Presentations and conferencesLook again at the sentences from Saying it accurately 1 and decide in which category they belong. Follow the example. a hard close: an emotional close:an urgent close:Saying it clearly QListen to these three sentences and read the follow ing notes. Hard close: How many can I put you down for? Emotional close: What will you feel like when you can see it in place? Urgent close: It’s only available at this price today. Note also how the speakers stress the emotional and urgent words in their sentences to reinforce their style of close.Listen again to the sentences in Saying it clearly 1 and repeat them, using the same stress and intonation.Saying it appropriately (j^Listen to the follow ing sentences from Saying it accurately 1. Note how the speaker uses a determined, business-like tone of voice to make a hard close. Note how the speaker sounds friendly when empathizing with the listener during an emotional close. Note how the urgency can be detected in the speaker’s tone of voice when they are m aking an urgent close.Listen again to the sentences from Saying it accurately 1 and repeat them, using the same tone.What mistakes do these sellers make? What should they have said instead, to stand a better chance of closing the deal? See Useful tips for hints. 1 Seller: It’s a great opportunity. Do you w ant it, yes or no? Customer: No. Seller’s m istak e :…………………………………………………………………………………………….. Seller should have s a id :………………………………………………………………………………… 2 Seller:62SpeakingWould you like to take the offer now, or do you w ant to think about it?UNIT 15 |Closing a sale Customer: I’ll have a think about it and get back to you. Seller’s m ista k e :……………………………………………………………………………………………. Seller should have s a id :……………………………………………………………………………….. 3 Seller:How many can I put you down for? It really is a great opportunity. And not one that comes along very often. In fact, I can’t remember when we offered a better price on this. And we’ve been inundated with requests. Very high level of demand, which means that there m ight not be much stock left. And so it w ould be good if you could Customer: Sorry, I’m late for my next appointm ent. I’ll get back to you. Seller’s m ista k e :…………………………………………………………………………………………. Seller should have s a id :……………………………………………………………………………….Get speaking Practise closing sales using the strategies outlined below. Follow the example. Example: 1. We have a special offer on this. The 24-hour call-out feature is included in the basic package at no additional cost. But we only have this offer for a short time. Product/servicePrice/featuresClosing style1 IT support serviceThere is a special offer for limited time only. A 24-hour call-out feature is included in basic package at no additional cost.urgent2 Catering for company conferenceThe price is £8.99 per head for a full buffet.hard3 New office furniture€10,000 will cover the supply of handmade Swedish desks and chairs throughout the office.emotional4 Audit of company accounts$10,000 will cover the entire job.hard5 Cars for employeesThe price is $5,000 per unit when you order more than twenty vehicles. Only fifty vehicles are left, otherwise you’ll have to wait three months for next shipment.urgent6 Gym membership for employeesCorporate membership will cost only £30 per month and will be very popular with employees.emotionalSection 4: Presentations and conferencesi 63Saying ‘no’ politely Thanks, but I have to say ‘noUSEFUL TIPS: Saying ‘no’ is difficult for many people. It is, however, quite possible to say no without causing offence by adopting these strategies: • Include an apology and, if possible, a brief explanation. • Suggest that saying no is not your personal wish but is imposed by outside circumstances, for example, regulations or another appointment. • Use emphasizers such as really, so, and very with the word sorry.ConversationsA m anda and Steve from Com pix Inc are ta lkin g to d ifferen t custom ers at a computer industry trade fair in Los A n geles.761 Steve:…an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy a product cheaper! And it only costs $49.99!Customer 1: That could be useful for my team. S: С1Definitely. So, would you like to make an order straight away?I’d rather not, thank you. Although it is a nice piece of software.S:Exactly! Now, what if I gave you one to take away for yourself and then if you like it you can keep that one but order ten more for your team.С 1:I’m really sorry, but that’s not possible. Company policy doesn’t allow me to make that kind of deal.S: C l: S: С 1:I see. But let me just show you a couple of extra features that are so cool!No, I’m sorry, I have an appointment in ten minutes. I don’t really have the time right now. But you really need to see the way this program can slice and dice any information that—Thanks, but I have to say no. Ah, Terry, there you are, shall we go for that meeting? I was beginning to think that…Amanda:…an automatic Internet search and tells you if the price in the shop is fair. But that’s not all. It can also tell you where you can buy a product cheaper! And it only costs $49.99!Customer 2:’Well, that is interesting. I work for a computer magazine, which specializes in comparing different products.A:SpeakingWell, that’s perfect! And as a journalist we can give you a special discount price if you order three licences. You only need to pay $125!UNIT 16 |Saying ‘no’ politely C2: A: C2:Unfortunately, that’s just not possible. I’m a freelance journalist so I really don’t need three licences. I understand. But maybe if you wrote a friendly article about us, you could have one licence for nothing.Sorry, but that’s out of the question. I’d lose my job! We have to keep our independence from the computer industry.A:I see. But would it be possible for me to visit your company later this month and maybe I could do a presentation for you and your colleagues?C2:Well, thanks, I’ll get back to you on that one. I must go now, but I have your card so I could give you a ring next week, if you like. Now I have to …Understanding Look again at the strategies outlined in Useful tips. Which strategies do the customers employ when saying no politely? Underline the relevant parts in the conversations and note the strategies used in the margin.Saying it accurately QComplete the sentences with words from the box. rather nobacksorry possible not time thanks w ork question1 No, I’m ………………….. 2 Unfortunately that’s just n o t …………………. 3 4I’m really sorry, but that’s not go ing t o ….. I’m a fr a id …………………..5 I ‘ d ………………… not, thank you. 6 Thanks, but I have to say …………………… 7 I’m afraid I don’t really have t h e …………….. …. right now. 8 Thanks, I’ll g e t ………………… to you on that one. 9 Thanks, but n o ………………….. 10 Sorry, but that’s out of t h e ………………….. 0Drewery is trying to sell Jess some office equipment. Complete the conversation using sentences or phrases from Saying it accurately 1. Note that in some places, more than one answer is possible. Drewery:And so you can see w hat a great offer it is. Shall we sit down and discuss figures?Jess:(1)……………………………………………..D:I could look at knocking down the unit price if you put in a large order?Section 4: Presentations and conferencesi 65J:(2)…………………………………………… because my m anager has to place large orders. Well then, perhaps you could just order a few samples?D: J:(3)…………………………………………… because I’m meeting a colleague at 1 p.m. I w on’t keep you aminute. Just have another quick look. These monitors really are state of the art. And, I tell you what, if you order just five, I’ll throw in an extra free.D:(4)……………………………………………………. I’ll give you a ring if we decide to proceed. Goodbye.J:Saying it clearlyО D 77в О вListen to d ifferent w a ys o f sayin g no from Saying it accurately 1.Note how the speakers use a firm tone and how their voices go down to indicate their rejection of the proposal. Listen again to the w a ys o f sayin g no from Saying it accurately 1 and repeat them. Listen to these sentences, noting h ow the sounds betw een w o rds are connected. W hen one w ord ends w ith a con so n ant and the next starts w ith a vo w el, the sounds are linked.Sorry, but that’s out o f the question. Thanks, but I have to say no. I’m afraid I don’t really have time. Listen to the three sentences again and repeat them .Saying it appropriately QJean is tryin g to say no to John politely. Choose the m ost appropriate response in each case.1 John: So, shall I put you down for 100 units? A Jean: No. В Jean: Thanks, but I have to say no.2 John: Are you sure? This offer is only valid until the end of the day? A Jean: I’m afraid I can’t make any orders w ithout my boss’sauthorization. В Jean: No, I don’t w ant them.66SpeakingUNIT 16 | Saying ‘no’ politely 3John:A Jean: В Jean: I’m really sorry, but that’s not going to work. 4John:A Jean: В Jean: О79W hen sa yin g no politely, you need to sound sincere. Listen to the fo llo w in g speakers and decide w h o is using an appropriate tone.sincereinsincere insincerespeaker 3sincere sincerespeaker 4 speaker 5sincere sincereinsincere insincerespeaker 1 speaker 2О 80insincereListen to the sentences, this tim e said in an appropriate tone, and repeat them .Get speakingQ о You are sp e akin g to a sales representative at a trade fair. Play the audio 81CD to start. W hen you hear the beep, pause and respond suitably.1 Say no politely and explain that you don’t have the budget to purchase additional software this year. 2 Say no politely and explain that you can’t change company budgeting policy. 3 Say no strongly but politely and say goodbye.О В You are speakin g to another sales representative. Play the aud io CD 82to start. W hen you hear the beep, pause and respond, sayin g say no politely to all her sugge stio n s. Try to use all three strategies outlined inUseful tips.Cultural note Saying no comes more easily to business people in some cultures than in others, for example in Northern Europe where people tend to be direct. To some ears though, this directness may sound rude. In contrast, in some countries people rarely say no, so a ‘maybe’ is commonly interpreted as a no. Elsewhere in the world though, a ‘maybe’ constitutes a real possibility of a ‘yes’. This can lead to a breakdown in communications between business partners and waste a lot of time unnecessarily. So, always try to be clear about your intentions, but remain polite at all times.Section 4: Presentations and conferencesi 67The successful job interviewer W hat makes you suitable fo r this job, do you think?USEFUL TIPS: When interviewing for a job, there are four main areas to ask about: • work history • personality • suitability for the company and the specific job • goals and ambitions. Note that it is not appropriate to ask the candidate questions about race, age, marital status, or sexual preferences. These questions are potentially discriminatory.ConversationM ansha Khan is atten ding an interview fo r a sales position.S3Chris H:.. .and so your online r6sume was very interesting and that’s why we asked you to come for an interview. I’m responsible for all human resources issues here at Bergerbild and my colleague here, Georgina Harris, is head of the sales department, which is where we currently have a position free.Georgina H: Hello, nice to meet you. Mansha K: Hi, nice to meet you too. CH;Fine. So Mr Khan, what do you know about our company?MK:A lot! You’re involved in big overseas infrastructure projects in South-East Asia, for example, and among other things you are currently bidding for…CH:…and the Kuching metro project was very successful. But coming back to you, Mr Khan, what do you feel has been your biggest achievement to date?MK:Well, I introduced a new process for prioritizing customer visiting schedules for our department and in six months, we managed to increase sales by about 22 per cent. My manager was very pleased!CH:Hmm, I can understand why. So, why would you like to leave your current job?MK:Well, the sales position that you are offering would give me opportunities to work internationally. At the moment I’m just based in Seattle.GH:I see. But what makes you suitable for this job, do you think?MK:I’ve been very successful so far in sales and I think that I can offer a good service to your customers.CH:Interesting point. What is good customer service, in your view?MK:Definitely the most important skill is the ability to listen to what…GH:Very true. Now, what are your weaknesses, would you say?…but of course learning is a never-ending process for anybody in business.SpeakingUNIT 17 |The successful job interviewer MK:Well, my mom criticizes my untidiness around the house, but I guess you don’t mean that. Hmm, I suppose I’m not very good at making sure all the paperwork involved in sales is completed quickly. You know, I prefer to be out there, going on to the next customer. But of course, I know it has to be done. I’m trying to improve.GH:Well, you are quite young, aren’t you?MK: I’m 26. CH: Right. Now, what are your goals for the next five years? MK: I hope that I can also take on responsibility for organizing other salespeople in the future. I see myself in a management position when I have more experience and can share that experience with other salespeople. GH: OK. Now, what are your salary expectations? For this sales position, I mean? MK:Well, I’m sure that a mixture of…UnderstandingLook again at the fo u r in terview areas outlined in Useful tips. W rite them a lo ngside the co rresponding questions from the interview .• w ork history • personality • suitability for company and role • goals and ambitions To fin d out about the candidate’s:Q uestions from d ialo gu e• W hat are your weaknesses, w ould you say? • W hat are your goals for the next five years? • What do you feel has been your biggest achievement to date? • W hy w ould you like to leave your current job? • W hat do you know about our company? • W hat makes you suitable for this job, do you think? • W hat is good customer service, in your view? QThe interview ers say one potentially inappropriate th in g. W hat is it?Saying it accurately QCom plete the sentences w ith a w ord from the box. challenges yourselfrew arding independentlysee situationhire greatestcurrent right1 W hy should I ………………… you for this job? 2 Do you prefer to w o r k ………………….or as part of a team? Section 5: Interviewsi 693 Tell me a bit a b o u t ….. 4 Tell me about a ………………..where you worked well under pressure 5 W hat are y o u r …………. ….. strengths and weaknesses? 6 W hat has been m o st……………….. about your current job? 7 W hat m a jo r………………… have you faced in your current role? How have you handled them? 8 What’s y o u r ………………… salary? 9 Where do y o u …………. ….. yourself in five years? 10 W hy do you think that y o u ‘re ………………..for this job? Com plete the conversation w ith questions from Understanding 1 and Saying it accurately 1. In places, more than one answ er m ay be correct.Mary:( 1 ) ……………………………………………………………………………………………….. ?Yiannis:Well, I think that I’d be suitable for the position because I’ve had lots of relevant experience in my previous roles. Also, I think I’d be a good fit for the company.M:( 2 ) ………………………………………………………………………………………………..?Y:Quite a bit. I know that it’s the second largest advertising company in the country and that you employ over 500 staff.M:That’s right. Now, tell me a bit about yourself. (3 )Y:Hmm, interesting question. Well, I’m very hard-w orking and incredibly creative, as you can see from my portfolio. But, on the downside. I’m also a bit of a perfectionist, so I find it hard to let go of a project sometimes. But I’m w orking on that!M:OK. And ( 4 ) ………………………………………………………………………………… ?Y:That w ould have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year. It was great to get some acknow ledgem ent for all our hard work.M:Uh-huh. ( 5 ) ………………………………………………………………………………… ?Y:Well, I’ve enjoyed w orking for a small company and learned a lot, but I’d really like the opportunities that are offered by w orking for a large company, for example, the chance to pitch to big clients.M:Right, so ( 6 ) ………………………………………………………………………………… ?Y:I’d like to be w orking as a senior advertising executive with a number of great cam paigns under my belt.Listen to the conversation from Saying it accurately 2 to check your answ ers. Rem em ber that in places, more than one answ er m ay be correct.UNIT 17 |The successful job interviewerSaying it clearlyasListen to these questions, notin g h ow the underlined syllables are stressed.What are your greatest strengths and weaknesses? 2 Why would you like to leave your current jo b ? 3 Why do you think that you’re right for this jo b ? 4 What are your goals for the next five years? 1Listen again to the questions in Saying it clearly 1 and repeat them.Saying it appropriately QIt is very im portant th at you only ask questions that are appropriate and professional. Tick the questions that w ould be appropriate in an interview.1 Tell me about your typical w orking day. 2 What’s your star sign? 3 Do you go to church? 4 W hat is your greatest weakness? 5 Are you single? О 866 Are you older than 40? 7 How would your friends describe you? 8 Are you a Hindu? 9 Do you come from China originally? 10 What’s your greatest achievement to date?Listen to the seven in terview questions from Understanding 1 and repeat them , co p yin g the speaker’s interested and enthusiastic tone.Get speakingО 87You are in terview in g som eone for the position o f assistant. Play the audio CD and fo llo w the cues. You start.1 Welcome the candidate and ask him about his suitability for this position. 2 Respond in an encouraging manner and then ask about his strengths and weaknesses. 3 Respond in an encouraging manner and ask him to give you an example of when he m ultitasked in his current job. 4 Respond in an encouraging manner and ask him about hisreasons for leaving his current role. 5 Respond in an encouraging manner and ask him about his goals and ambitions for the next five years. 6 Respond in an encouraging manner and end the interview. W ould you consider em p lo yin g this person fo r the job? W hy/W hy not? Section 5: Interviewsi 71The successful interview candidate So, tell me about yourself.USEFUL TIPS: • Answer questions fully. Avoid very short answers. • Be sure about the details on your rdsume, and be prepared to talk about your achievements and experience in depth. • Research the background of the company or organization. • Listen carefully to the questions you are asked. Answer them with relevant information.Interviews ‘•gg’1Karl Everett from Bergerbild is in terview in g people fo r d ifferen t positions in the European sales team.Karl: I see from your resume that you have web design experience as well as in sales. Candidate 1: Yes, that’s right. K: C1: K: C1:Hmm. That could be interesting for the development of our Internet presence in Europe. Our website is very US-oriented at the moment. Well, it’s something I really enjoy doing. In my current job I was part of a team that did a redesign of the company website and I learned a lot. What software can you work with? Well, I can use Dreamweaver, which is the classic web design tool of course, but I’ve also got experience of using…K: So, do you think you can make a useful contribution to this company? Candidate 2: Oh, yes. К:I see.C2:Yes.K: C2:Is your previous experience suitable for this position? Hmm. Yes. Yes, definitely.K: C2: K:And you don’t think it would be difficult moving into a management position? No, I don’t think so. Really?C2:No, not at all.K: SpeakingRight.UNIT 18 |The successful interview candidatePerhaps you could tell me, what do you know about this company? Well, I know you have been very active in India over the last five years with the Mumbai City Transit Sradate 3: System. What was it now? A two billion-dollar contract to provide not only the trains but also all the electronic equipment for the system, I think. K:K: C3:Yes, quite a difficult project. We had a lot of trouble with subcontractors. Yes, I understand it was very challenging. But in the end the project was completed on time and within budget. So you must have been pleased with the final result.K:That’s true and, of course, it is an excellent reference project for us…K:Now, could you tell me, what are your greatest strengths and weaknesses, in your opinion?date 4: Hmm, that’s an interesting question. Weil, I think my greatest strength is that I never give up. In my experience, in order to win a customer you just have to really go on and on looking for a way to give them what they want and then you get the sale. K: C4:K: C4:True. And what about weaknesses? Well, I need to improve my team player skills. Like many salespeople I don’t like sharing customer information with other salespeople, but sometimes it makes the customer angry when he or she gets a visit from two different salespeople with different products from the same company. So, I realize it’s necessary to share information, but it isn’t easy for me to put this into practice. Right. Well, here at Bergerbild, teamwork is very important. Yes, yes, I agree. I’m just telling you what I think is my greatest weakness. And I’m working on it.K: So, perhaps you could tell me, what has been your biggest achievement to date? Sdate 5: Oh well, I took part in this quiz competition a few years ago when I was at university. I was the head of the team and we got to the final of the national tournament. And we only just missed out on the top prize. So, there we were in the final round and the other team came from Cambridge — K: C5: K: C5:Sorry, I meant more in the way of — and we both had eighteen points each and the question came up ‘What are the main tributaries of the Volga?’ Now I knew that. I meant what was your biggest achievement at work? Oh, sorry, yes. Urn, well, in my current job we have a team which takes part in quiz competitions in pubs and last year we got to the finals. There we were, facing a team from a pub in Cambridge when..Understanding A n sw er these questions about the five candidates. CandidateW ould you hire this candidate?W hy/W hy not?1 2 3 4 5 Section 5: Interviewsi 73Saying it accurately DMatch the interview questions with the appropriate strategies to answer them. So, could you tell me about yourself?Why do you want this job? How w ould your colleagues describe you?How do you cope with w orking under pressure?W hat is your greatest strength? What’s your greatest weakness? Are you a team player? Where do you see yourself in five years’ time? 0Tick the w o rds you m igh t use to describe yo u r strengths d urin g an interview .conscientious creative dependablemethodicaldeterminedmotivateddiplom aticpractical reliableenthusiastic experienced fair74SpeakingAlways answer this question with a ‘yes’ and back it up with examples of times where you have demonstrated your ability to w ork as part of a team. Answer by em phasizing the positive aspects of your character that other people may have noticed. Answer to show that you are am bitious but not overly ambitious. Make sure that your answer implies that you envisage that you will still be w orking for the target company five years from now. Answer with care. If you say you have no weaknesses, then you are clearly lying. But, don’t choose anything too serious that will make the interviewer lose interest in you. Instead, mention a small weakness, relevant to your work, which you are trying to improve. Don’t give your life story. Simply give relevant facts relating to your education and w ork experience. Explain how the target position relates to your own experience, personality, and goals. Make sure that you choose a strength that is relevant to a w ork situation. Emphasize the positive aspects of your character that m ight emerge in a pressurized situation.logical loyalresourceful trustworthyUNIT 18 |The successful interview candidateSaying it clearlyО89 n stress, Listen to the adjectives from Saying it accurately 2. Underline the syllable follo w in g the exam ple. 0Listen again to the adjectives from Saying it accurately 2 and repeat them.Saying it appropriatelyListen to the audio CD. Decide in each case which candidate gives the most appropriate response to the question.90question 1 question 2 question 3 question 4 question 5 question 6 question 7 question 8candidate 1 candidate 1 candidate 1candidate 2 candidate 2 candidate 2candidate 1candidate 2candidate 1 candidate 1candidate 2 candidate 2candidate 1candidate 2candidate 1candidate 2Get speakingG D 0Think of your ow n line of w ork and the kind of interview you m ight attend. Play the audio CD to start. W hen you hear the beep, pause and respond suitably. Write another five questions you m ight be asked at an interview. Then practise answ ering them. Record yourself for review, if possible.Cultural note There are non-verbal ways of making a good impression in an interview. Always dress appropriately. In most lines of business, conservative dress is the safest option. Remember to use appropriate body language. Greet your interviewers with a smile and a firm handshake (where appropriate) and, if you’re being interviewed by a panel of people, try to make eye contact with all of them as you answer the questions.Section 5: Interviews7519Carrying out performance reviews How do you f e e l about your performance this year?USEFUL TIPS: The purpose of the performance review is for the line manager to review what the employee does, evaluate how well they perform, and discuss objectives for the next year. The line manager should: • discuss the scope of the job, for example the job description, the employee’s responsibilities, and any changes to them. • find out the employee’s opinion of their performance, and then present their own assessment supported by evidence. • set SMART – Specific, Measurable, Attainable, Relevant, and Timed – objectives for the coming year.ConversationCaterina Black, a senior m anager at Chesham Pharm aceuticals, is g iv in g one o f her team leaders, Edw ard W ard, his annual perform ance review.Caterina:So, first of all. I’d like to check if we’re on the same page regarding your responsibilities. You supervise the sales staff for the whole south-eastern region, you’re a member of the European sales committee, and you coordinate the cooperation between the production team and marketing. Have I missed anything?Edward: C:Don’t forget, I’m captain of the company’s basketball team as well! Of course not! Especially after you won the Intercompany Cup in April. Would you like to add anything else?E: No, I think that’s covered pretty much everything. C: Good. So, how do you feel about your performance this year? E: Well, quite good. I hit all my sales targets we set in last year’s review. C: Yes, that’s true. My impression is that you enjoy that part of your work most. E: Hmm, well that is my main responsibility. C:Quite right. However, working together with the production department is very important and I’ve observed that the cooperation between marketing and production hasn’t really improved. We still seem to have the same problems that we had last year.E: I’m not quite sure what you mean. C:Production still complains about lack of advance information from us.E: Well, they are just so inflexible. С:I quite agree. But the bottom line is, we have to work together. So, I would like you to establish a job rotation scheme. I want two salespeople to spend six months in productionand two people from production to replace them in our sales team. That way, both departments will get a better idea of what needs to be done.E:Oh… but they won’t know any of our customers!C:Well, you’ll have to train them. I expect you to organize this by the end of the month.SpeakingUNIT 19 |Carrying out performance reviews E: The end of the month?! C: Yes. I’ve spoken to Tom Wilkinson in production and he agrees with me that this is the best way forward. He’ll set up a meeting with you for later this afternoon. E: I see. Well, perhaps it will help. C: Good. Now, let’s move on to discuss your development. Looking ahead, I think it would be a good idea if you took part in some project management training. E: Sure. It’s definitely something I’m interested in. C: Good, because down the line, project work is going to be where the best opportunities for promotion are in our company. And I feel you need to develop your leadership skills. E: Definitely. I mean I would really appreciate any opportunities I get to improve on that aspect of my work.Understanding A re these statem ents true or false?1 Caterina asks Edward how he feels he has performed this year. 2 She asks him if he has any problems at work. 3 She asks him w hat he thinks about the production department. 4 She describes the various aspects of his job and makes sure that he agrees. 5 She discusses his professional developm ent for the future. 6 She sets him a specific objective to meet. 7 She tells him about the future plans for the company. 8 She tells him how she feels he has performed this year. 9 She tells him that she is disappointed with his performance. 10 She asks him for feedback on how his team has performed this year.Saying it accuratelyRead these in terview er questions and statem ents. G roup them in the correct categories, fo llo w in g the exam ple.Discussing employee’s job description:Assessing employee’s performance: Setting employee an objective: Discussing employee’s future development: 1 Are you happy with how I’ve outlined your job description? 2 Down the line, I think it w ould be helpful for you to develop your interpersonal skills. 3 Have I missed out anything that you do in your position? 4 How do you feel about your performance this year? 5 I expect you to have completed your review of expenses by Tuesday. 6I would like you to organize an employee First Aid course by January.I’ve observed that you are steadily improving in all areas of your job.8 9Is that a fair description of your role? Looking ahead, I think you should work to improve your leadership skills. Section 5: Interviews10 Moving forward, perhaps we could look at management training courses. 11 My impression is that your performance has way exceeded our expectations this year. 12 Please could you set up a meeting with all the relevant personnel by the end of the week? QCom plete the conversation w ith sentences from Saying it accurately 1. In som e places, more than one answ er is possible.Manager:And so, as personnel assistant, your responsibilities include w riting advertisements for vacancies, selecting possible candidates, and sitting in on the interviews with the relevant manager. 1Employee:Yes, that’s right, but I also carry out induction days for new employees and some in-house training for existing employees. Oh yes, of course……………………………………………………………………..Manager: Employee:Well, I think I’ve done well. I’ve helped to recruit twentythree new members of staff and carried out successful inductions with all of them.Manager:Yes, I’ve had some positive feedback on that. As for my personal o p in io n ,………………………………………………………………….Employee:That’s very encouraging to hear.Manager:Great. Right, some employees have mentioned to me that they would like to receive First Aid training. I’m all in favour of that soEmployee: Manager:OK. Should that be open to everyone in the company? Yes, absolutely. O K , ………………………………………………………………Employee:Yes, I’d be very keen to go on a management course. Thanks.Saying it clearlyО D 93Listen to these sentences, noting the different pronunciations o f ‘s’ and ‘th’.I’ve observed that you hit all your sales targets. Have I missed out any areas that you’d like to develop? Is there anything else that you’d like to discuss? Moving forward, I think that we should look at management courses. QListen again to the sentences from Saying it clearly 1 and repeat them.Saying it appropriately ОListen to the speakers. H ow do they sound?1 interested or uninterested 78 | SpeakingUNIT 19 | Carrying out performance reviewsО Вnegative or positivepolite or impolite; assertive or shydiplom atic or blunt; angry or encouragingListen to the sentences from Saying it appropriately 1 and repeat them.94Get speaking (| ^ 95You are carrying out a perform ance review w ith yo u r office m anager. Kam il. Play the audio CD and fo llo w the cues. You start.1 Outline Kamil’s job description (in the follow ing bullet points) and ask if he agrees to: • m aintaining office services • supervising office staff • overseeing office records and efficiency. Ask if you have missed anything. 2 Ask him about his opinion of his performance this year. 3 Agree with w hat Kamil says and give him positive feedback on his performance this year. 4 Set him an objective regarding the implem entation of the second phase of the office refurbishment: new furniture and equipm ent for the ground floor. Make sure that it meets the SM ART requirements. 5 Move the conversation on to talk about the future and suggest that Kamil should develop his IT skills and suggest training on this. QTh in k about yo u r ow n w orkplace. W rite a list o f em ployees fo r w hom you carry o ut perform ance reviews.1 Outline the jobs of the employees that you have listed. How m ight you describe these in a performance review? Practise them aloud. 2 How have the employees performed this year? Say a sentence about each of them as you m ight in their performance review. 3 Think of an objective (real or imaginary) for each of the employees and make sure that it meets the SMART requirements. Practise them aloud.Language note Well, quite good, meaning ‘to a degree/fairly/rather’. Quite right, meaning ‘completely’. I’m not quite sure, meaning ‘completely’. I quite agree, meaning ‘completely’. In British English, ‘quite’ usually means ‘to a degree/fairly/rather’, for example,’the conference was quite short.’ In American English, ‘quite’ usually means ‘completely’ or ‘very’, for example,’the conference was quite fascinating.’Section 5: Interviewsi 79Persuading your manager Would you be willing to support my request?USEFUL TIPS: If you w ant to ask for something special from your manager, you need to be well prepared. • Be proactive. Ask your manager for a meeting to discuss what is on your mind. • Persuade, don’t threaten. Decide what exactly you want and be prepared to justify your demands with logical arguments, rather than emotional ones. • Be ready to negotiate. Think in advance about the best alternative to your preferred solution. • Remain polite. Whatever the result, always thank your manager for their time at the end of the meeting. You still have to work with them.Conversation C an d y is a h igh ly skilled program m er in a large softw are com pany. She w an ts to discuss an issue w ith her m anager, John.О 96 CandyHi John! Do you have a moment?JohnSure, Candy. What can 1do for you?С JI’d like to schedule a meeting with you to talk about my position. When’s a good time for you? Er, well, it’s probably best if you fix a time with my secretary, OK?Fine. I’ll do that.J СCome in, Candy, take a seat. Now, what can 1do for you? Well. I’d like to discuss my compensation packaqe with you.Really? 1thought you were happy with the increase we gave you last year!Yes, but 1hope you’ll agree that since last year I’ve achieved such a lot and we need to consider these achievements. For example, 1was responsible for organizing the conference in Astana last month and… …and finally, 1managed the ISO 9001 audit, which we successfully completed. So, wouldn’t you agree that my performance this year has been very successful?Well, yes. But what exactly do you want?I understand that this year the pay increase is between 3 and 8 per cent. 1would like to ask for a raise at the top end of that scale.Ooh! 1don’t know about that, Candy, 1mean, what about the others?If you look at my responsibilities in comparison to my colleagues, 1am currently underpaid. Wouldn’t you say this should be taken into consideration?I’m not sure that that is really quite true, Candy.SpeakingUNIT 20 | Persuading your m anager C:Oh, I think so. I checked. Compared to programmers in other companies, I’m earning about 4 per cent less than the market average. Here are the figures.J:Are you saying you want to leave?C:No, I just want you to know the background to my request, that’s all. I’m sure you can see that it wouldn’t be hard for me to get a better paid job elsewhere.J: I see. C: So, would you be willing to support my request for a higher wage increase? J: Well, the problem is also your qualifications. Even though you are a fantastic programmer, you don’t have the qualifications on paper for me to justify to the HR department putting you into a higher salary level. С:I thought that might be a problem. So, wouldn’t it make sense for the company to invest in sending me on an advanced programming skills course? The company benefits from my improved skills, I have the necessary qualifications on paper and you could then justify to the HR department paying me more. I hope you’ll agree that that would be a win-win situation for everybody.J: Hmm. I need to think about this idea. C:Sure. I’ll find a time for another meeting towards the end of the week with your secretary. But thanks for your time today. I do appreciate that.Understanding Tick the statem ents th at are true about Can dy and John.1 She agrees with her boss that she doesn’t have the qualifications on paper and accepts that this will mean she can’t get a top-end pay rise. 2 She becomes emotional, telling him how much she loves her job. 3 She negotiates with regard to her lack of qualifications on paper. 4 She demands additional training. 5 She is polite and thanks her boss for his time. 6 She reminds him that he promised her a good pay rise last year. 7 She presents logical arguments on why should she receive a top-end pay rise. 8 She says that she will look for another job if he w on’t give her a pay rise. 9 She schedules a meeting with her boss. 10 She stops by to see her boss unannounced.Section 5: Interviewsi 81Saying it accurately Match the two halves of the sentences. I think you’ll agree that… I’d like to ask for…Would you be w illing to…I’d like to schedule a meeting with you…D …com pensation package with you.W ouldn’t you say this should be…I’d like to discuss my…W ouldn’t it make sense for…G …w ould be possible for me to extendThanks for…H …taken into consideration?I thought that m ight be a problem ……to discuss my position…., so perhaps you w ould consider this proposal?1 210 I w anted to ask you if it……a transfer to a different department. … your time today. I do appreciate that. …me to attend a m anagem ent training course?…m y proposal for unpaid leave is quite convincing….support my request for extended leave? my paternity leave?Saying it clearlyО97 DListen to the statem ents from Saying it accurately. Repeat them , cop yin g the rhythm o f the speaker.ОaListen and com pare these sim ilar sounds from the unit.1. ‘ch’2.*j*3. ‘s’4. ‘z’achievedm anageddiscusso rga n izin gsuchjobsenseraisemuchsuggestionsskillsskillsListen again to the w o rds from Saying it clearly 2 and repeat them.Saying it appropriatelyО D82SpeakingW hen you are tryin g to persuade your m an ager to agree to som ething, use an appropriate tone o f voice: polite, confident, and persuasive. W hich o f the fo llo w in g speakers use an appropriate tone?UNIT 20 | Persuading your m anager speaker 1 speaker 2 speaker 3 speaker 4 speaker 5 О 100speaker 6 speaker 7 speaker 8 speaker 9 speaker 10Listen again to the speakers from Saying it appropriately 1. This time, th ey w ill all use an appropriate tone. Repeat w h at th ey say.Get speakingО DYou w o uld like a transfer to the US office. Play the audio CD and fo llo w the cues. You start.1 Ask your boss, Karen, if you can schedule a m eeting with her. 2 Thank her and explain your request. 3Remind her that you’ve been a loyal employee over the last six years and explain how you are keen for a new challenge and the opportunity to live abroad.Say that you’ve considered this point and were w ondering if anyone from the US office would consider a job swap for a few months.5 Thank her for her time. W rite a short d ialo gu e sim ilar to the one in Get Speaking 1. Im agine a situation in yo u r w o rkp lace and replace the request fo r a tran sfer w ith one you m igh t make. Practise the d ialo gu e aloud.Cultural note In some cultures, there is more respect for hierarchy than in others. This means that employees in some countries are less likely to approach their managers with a difficult issue than employees in other countries. This is worth bearing in mind when working across cultures.Grammar note Note h ow Can dy uses questions to m ake her la n gu ag e sound more persuasive. She form s m ost o f these w ith the m odal verb wouldn’t, w h ich im plies th at John w ill agree w ith the point that she is m aking. This m akes her sound co nfident and persuasive.Examples from the text: Wouldn’t you say this should be taken into consideration? Wouldn’t it make sense for the company to invest in sending me on an advanced program m ing skills course? Wouldn’t you agree that my performance this year has been very successful? Section 5: Interviewsi 83APPENDIX – Extended learning through COBUILD This section provides you with information from the COBUILD corpus on key vocabulary items in the conversations. It gives information on meaning, usage and collocations.U n it 1S ta rtin g a co n v e rsa tio nexactly • When I left school, I wasn’t sure exactly what I wanted to do. • It is difficult to explain exactly what it is. • I do exactly what stockbrokers do. COLLOCATIONS: do/know /understand/define/explain something exactly exactly right/sure/correct exactly m atch/m irror/replicate something SYNONYM: U n it 2preciselyT a lk in g a b o u t jo b schallenging • We continue to face a challenging retail environment. • After ten years, I still find my job immensely challenging and satisfying. • My last job wasn’t mentally challenging. COLLOCATIONS: a challenging ro le /ta sk/e n viro n m e n t/m a rk e tp lace e xtre m e ly /in cre d ib ly /im m e n se ly challenging in te lle ctu a lly /m e n ta lly /p h y sica lly challengingSYNONYMS:demanding, rigorousrewarding • Teaching is a worthwhile and rewarding career. • It’s hugely rewarding when you can sort out a problem for someone. • Real estate is an industry I’ve found financially and emotionally rewarding. COLLOCATIONS: a rewarding jo b /ca re e r/p ro fe ssio n /p u rsu it/e n d e a vo u r/ e xp e rie n ce ric h ly /h u g e ly /im m e n se ly /h ig h ly rewarding fin a n c ia lly / e m o tio n a lly /sp iritu a lly rewardingSYNONYMS:Speakinggratifying, satisfying, stimulatingUNITS 1-5 U n it 3S h o w in g in te rest in o th e r p eo p lenegotiation • It’s a matter for negotiation between an employer and their workforce. • We’re currently in negotiations over a new contract. COLLOCATIONS: negotiation(s) b e tw e e n people negotiation(s) between m a n a g e m e n t/sta ff/e m p lo ye rs/ w o rk e rs/re p re se n ta tiv e s negotiations o v e r something negotiations over a co n tra ct/issu e /se ttle m e n t negotiations over p ay /p a y m e n t/co m p e n sa tio n negotiations w ith someone negotiations with a su p p lie r/ve n d o r/b u ye r/d e ve lo p e r/ cre d ito rU nit 4SYNONYMS:discussion, dialoguePHRASES:under negotiation, subject to negotiation, open to negotiation, in negotiationsE x c h a n g in g in fo rm a tio napparently You use apparently to indicate that the information you are giving is something that you have heard, but you are not certain that it is true. • Apparently, all new manufacturing is to take place in eastern Europe. • Apparently, the meeting today was very positive. • He resigned, apparently because of disagreements with his boss. SYNONYMS: U nit 5seemingly, supposedlyC o ld ca llin grisk • Most investors avoid risk when they can do so without sacrificing return. • There is a significant risk that the company will fail. • Most firms are taking risk management seriously. COLLOCATIONS: a v o id /e lim in a te /m in im ize risks a h ig h /p o te n tia l/sig n ific a n t/se rio u s risk a lo w /m in im a l/slig h t/tin y risk a risk o f somethinga risk of fa ilu re /in ju ry/d e a th a se cu rity / sa fe ty / in v e stm e n t/in fla tio n risk risk a sse ssm e n t/m a n a g e m e n tAppendix: Extended learning through COBUILDI 85U n it 6C o n firm in g o r re a rra n g in g a p p o in tm e n tsappointment • Just give me a call and we can arrange an appointment. • Your appointment is scheduled for tomorrow morning. • Can I possibly make an appointment for another day? COLLOCATIONS: m a k e /re q u e st/a rra n ge /b o o k /sch e d u le an appointment co n firm /ca n cel/m iss/re sch ed u le an appointmenta s ch e d u le d /u rg e n t/a v a ila b le appointment an appointments d ia ry/cale n d a r/b o o k/sch e d u le an appointment w ith someone an appointment with a m a n a g e r/co n su lta n t/sp e cia list/ a d v ise r U n it 7M a k in g a co m p la in t on th e te le p h o n eunsatisfactory • I found the service totally unsatisfactory. • Their behaviour has been wholly unsatisfactory and foolish, to say the least. • The new charging arrangements are patently unfair and unsatisfactory. COLLOCATIONS: an unsatisfactory situ a tio n /p e rfo rm a n ce /e x p la n a tio n / o u tco m e p ro fo u n d ly / d e e p ly /w h o lly /th o ro u g h ly /to ta llyunsatisfactory fin d /co n sid e r/d e e m something unsatisfactoryU n it 8SYNONYMS:inadequate, unacceptableANTONYMS:satisfactory, acceptableD e a lin g w ith a co m p la in t o n th e te le p h o n erefund • Unfortunately, we can only offer a refund, exchange, or repair if a product is faulty. • I’m afraid that we cannot offer refunds for cancellations. • We will replace it or issue a refund, whichever you choose. COLLOCATIONS: a fu ll/co m p le te /p a rtia l/p o ssib le refund d e m a n d /e xp e ct/re q u e st/o b ta in a refund o ffe r/p ro m ise /issu e /a rra n g e /g iv e a refunda refund p o licy /o ffe r/g u a ra n te e /re q u e st SYNONYM:SpeakingreimbursementUNITS 6-11 U n it 9R u n n in g a fa ce -to -fa ce m e e tin gagenda • There are four main points on the agenda of today’s meeting. • Point one on the agenda is to welcome the new staff. • We may need to postpone some items on the agenda for the next meeting. COLLOCATIONS: the agenda fo r something the agenda for the m e e tin g/co n fe re n ce /se ssio n on the agendaa p o in t/item on the agendasomething to p s/d o m in a te s the agenda someone se ts/o u tlin e s the agenda SYNONYMS: U n it 10plan, programmeN e g o tia tin g a g re e m e n tproposal • We would certainly consider any proposals you have in mind. • I think that’s an interesting proposal, but it won’t suit everyone. • We have already discussed several proposals affecting tender offers. COLLOCATIONS: su b m it/p re se n t/o u tlin e /p u t fo rw a rd a proposal accep t/re je ct/d iscu ss/co n sid e r/re vie w a proposala w o rk a b le /a cce p ta b ie / in te re stin g / a ttra ctiv e proposal an u n w o rk a b le /u n a cce p ta b le /u n re a listic proposal SYNONYMS: U nit 11plan, suggestion, ideaA s s ig n in g a ctio n p o in tsprioritize 1. If you p rio ritize something, you treat it as more important than other things.• The company wants to prioritize debt repayments. • The government is prioritizing the service sector. 2. If you p rio ritize the tasks that you have to do, you decide which are themost important and do them first. • We’ll need to prioritize assignments so that everything continues to run smoothly. • I tend to prioritize ruthlessly and sacrifice the non-essentials.Appendix: Extended learning through COBUILD87U n it 12R u n n in g a te le co n fe re n ceoutsource • Outsourcing graphic design tasks and printing jobs would make sense for us. • Cost saving is the big driver for outsourcing work. • Offshore outsourcing isn’t always the cheapest option. COLLOCATIONS: outsource a se rv ice /fu n ctio n /ta sk /a ctiv ity outsource w o rk / m a n a g e m e n t/ m a n u fa ctu rin g / re p a ir outsource o ffsh o re /o ve rse a s/a b ro a d SYNONYM: U n it 13relocateP re se n tin g a p ro d u ct o r serv iceadvantage • Our key advantage over competitors is that we manufacture all our products to order. • This means we are able to take advantage of the very latest costs. • To take advantage of this incredible offer, you need only visit our website. COLLOCATIONS: a d istin ct/o b v io u s/d e fin ite /co m p e titiv e advantage an advantage o f something ta k e advantage of somethingtake advantage of a d is co u n t/ o p p o rtu n ity /o ffe r an advantage o v e r someone/something an advantage over co m p e tito rs/riva ls/o th e rs U n it 14W o rk in g on a sta n dcustomer • What are you doing to improve your customer services and support? • You should ask questions in order to understand exactly what the customer wants. • Customer satisfaction has to be the top priority in all we do. COLLOCATIONS: a customer b ase customer sa tisfa ctio n /re la tio n s/se rv ice /fe e d b a ck p o te n tia l/p ro sp e ctiv e /e x istin g / lo y a l customers a ttra ct/ta rge t/se rve /sa tisfy/re ta in customerscustomers o f something customers of a re taile r/sto re /p ro v id e r/co m p an y customers w a n t/p re fe r/d e m a n d something SYNONYM:SpeakingclientUNITS 12-17 U n it 15C lo s in g a salepromotion • We’re targeting this promotion at business travellers. • Our latest promotion offers discounts for passengers who book well ahead of time. • We’re doing a special promotion on champagne. COLLOCATIONS: la u n ch /ru n /h o ld /ta rge t/a im a promotion target/aim a promotion a t someone a promotion fe a tu re s/in clu d e s/in v o lv e s/o ffe rssomething a promotion h e lp s/e n co u ra g e s/g e n e ra te s/b o o stssomething a sp e cial/in -sto re /cu t-p rice /se a so n al/sale s promotion SYNONYM: U n it 16offerS a y in g ‘n o ‘ p o lite lyorder • You may cancel within 14 days of placing an order. • We have received 10,000 orders for this digital music player already. • I can send you our free mail order catalogue. COLLOCATIONS: p lace/m ake/receive/cancel an order a p o sta l/m a il/o n lin e /e xp o rt/m in im u m order an order fo r something an order for g o o d s/e q u ip m e n t/m a ch in e ry /ite m s U n it 17T h e su cce ssfu l jo b in te rv ie w e rposition • Do you see yourself in a management position? • Wherever possible, senior positions are filled from within the company. • She has been offered and has accepted the position of managing director. COLLOCATIONS: h o ld /fill/ta ke /a cce p t/a d v e rtise /vaca te a position a v a ca n t/u n fille d /cu rre n t/fu ll-tim e /se n io r/ m a n a g e m e n t position a position as something a position as a co n su lta n t/a ssista n t/cle rk/m a n a ge r/ tru ste ea position w ith in something a position within a co m p a n y /o rg a n iza tio n / h ie ra rch yAppendix: Extended learning through COBUILD89U n it 18T h e su cce ssfu l in te rv ie w ca n d id a teteam • I head the project management team, overseeing major projects for our clients. • As a manager, I try to instil a sense of team spirit and togetherness. • I’m a big team player and I always place an emphasis on the team. COLLOCATIONS: le a d /h e a d /m a n a g e /jo in a team a ca p a b le /co n fid e n t/ta le n te d team a m a n a g e m e n t/d e sig n /re se a rch team a team p la ye r/m a n a ge r/le a d e r/e ffo rt team sp irit U n it 19C a rry in g o u t p e rfo rm a n ce re vie w sopportunity • There are certainly opportunities for promotion in the company. • We like to feel that we can offer a lot of career opportunities to our staff. • I would welcome the opportunity to travel and discuss projects with clients. COLLOCATIONS: p ro v id e /o ffe r/p re se n t/cre a te an opportunity se ize /w e lco m e /e x p lo it/re lish /g ra sp an opportunitya u n iq u e /id e a l/p e rfe ct/g o o d /g re a t opportunity a b u sin e ss/ca re e r/n e tw o rk in g /m a rk e tin g opportunity an opportunity fo r something an opportunity for a d v a n ce m e n t/p ro m o tio n /g ro w th / in p u t U n it 20P e rsu a d in g y o u r m a n a g e rpackage • They’ve offered a good redundancy package and are confident they’ll get enough volunteers. • The compensation package will be added to staff salaries at the end of January. • Can you negotiate a package that suits both you and your boss? COLLOCATIONS: a co m p e n sa tio n /re d u n d a n cy/se ve ra n ce /re tire m e n t package o ffe r/u n v e il/p ro p o se /a n n o u n ce a package n eg o tia te /a cce p t/ta ke /re je ct a packagea ge n e ro u s/a ttra ctiv e /a cce p ta b le /fa ir package a package in clu d e s/in co rp o rate s/co m b in e s somethingSpeakingANSWER KEYUnit 1 Understanding Conversation 1 D Conversation 2 A□ Conversation 3 С Conversation 4 В1 2 3 4 56 7 8 9 10Saying it appropriatelySaying it accuratelyD 1 2 3 4 5been lovely get long meanslooking from isn’t do comeВ [ 3 ] Alex: No, it’s my first trip. [ 6 ] Sophia: I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal. [ 1 ] Alex: It’s a beautiful day today, isn’t it? [ 7 ] Alex: Really? And do you often find any illegal activities? [ 2 ] Sophia: Absolutely, I love New York in the spring. Have you been here before? [ 8 ] Sophia: More than you might expect! Anyway, we’d better get back to the presentation… [ 5 ] Alex: I’m from Athens. It’s a great place to live. What do you do? [ 4 ] Sophia: Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from?isn’t it? Where do you come from? How did you get here? How long did that take? What do you do exactly?D 1 2 3 4 5friendly unfriendly friendly friendly unfriendlyGet speakingD (Answers will vary. Suggested answers only.) I’m a …[insert job title]…, which means that… [add interesting fact about job]… . I took the plane from Charles de Gaulle. Only an hour or so. It’s a very easy flight. Yes, it is. Have you been here before? I’m from …[insert place]… . Did you know th a t. [add interesting fact about place],..?В Answers will vary. Model answers from Saying it accurately 2 and 3.Unit 2 Understanding Be brief and precise: ‘Well, actually I’m a lawyer. I’m in charge of managing the legal department and we make sure that Foodaid understands any legal issues there might be in the work it does.’Show how your job benefits people: ‘You feel you are doing something useful with vour skills, not iust making some company shareholders richer.’Make it relevant to the person you’re talking to: ‘J: Therestudy at university? / S: Engineering. / J: Very important for Foodaid.’Accentuate the positive: ‘You’ll never be rich working for Foodaid. but you get paid. Very often people like you work with us for a few years to gain experience and then they move onto other jobs. Lots of companies like that.’: ‘And even if the work is demanding, it’s never boring.’ Jenny’s mistake was using the acronym ‘NGO’, which she needed to explain to the student.are lots of different jobs at Foodaid. What subject do youAnswer key91Saying it accurately(Answers will vary. Suggested answers only.)1F 2D 3H 4G1 monotonous 2 rewarding/fulfilling 3 stressful 4 absorbing/interesting/demanding 5 challenging/interesting/fulfilling/absorbing interesting/stressful/demanding5C 6A 7E8B(Answers will vary. Suggested answers only.) 2 My job involves helping people to sort out their legal affairs. 3 My main responsibility is to prepare and submit accounts to the tax authorities. 4 I help children who are sick. 5 I’m in charge of looking after the employees at my company. 6 My job entails carrying out research and teaching students at my university. 7 I’m responsible for helping people who are having difficulties with their computers. 8 I develop new and exciting business ideas.as in/with with for/in5 6 7 8at/for on to for/underSaying it clearlyD (Stressed syllables are underlined.) 1 challenging 2 monotonous 3 rewarding 4 fulfilling5 interesting 6 stressful 7 absorbing 8 demandingSaying it appropriatelyD The speakers are verv(^nthusiastioiinenthusiastic. which helps them to accentualthekDositiy&neaative aspects of their jobs.Get speaking Ц and Q Answers will vary. Model answer in Saying it accurately 1.Unit 3 Saying it accuratelyD 1 2 3 4know Really terrible That’s5 6 7 8How other saying meanВ To show positive empathy: 1, 3, 6, 7, 9 To show negative empathy: 2, 5, 8, 10 To show disbelief: 4, 9 Note that 9 ‘How incredible!’ has two meanings.92echoing empathizing paraphrasing empathizingSpeaking5 6 7 8empathizing echoing paraphrasing empathizing[ 2 ] Rachel: How awful! [1 ] Rachel: Terrible? [ 4 ] Rachel: That’s unbelievable! [ 7 ] Rachel: So what you’re saying is I went on holiday for a week and come back to find you’re a senior manager?! [ 3 ] Rachel: You mean that you were stuck in traffic for three hours! [ 5 ] Rachel: Really? [ 6 ] Rachel: Promoted? [ 8 ] Rachel: How amazing! Congratulations!Saying it appropriatelyD In the first extract, Emily’s tone isfkeenftjninterested and her intonation isfnsina)5fallina. This response encourages Casper totfontinueifetop talking about the topic. In the second extract EmjJyMone is keen^uninterestedbnd her intonation is risinar a lin a )This response’5nronrages Casper to continue^stopTCTlona about the topic.UNITS 3^1В ✓ /1 2 3That’s wonderful! Fantastic! How amazing! Great! How terrible! That’s awful! Oh no! That’s dreadful! That’s unbelievable! How incredible!/ ✓ / /I see/Really? Next year? So what you’re saying is you’d like me to source some possible new offices? Fantastic! / Great!В (Answers will vary. Suggested answers only.) 1 2 3 4 5 6Get speakingThat’s fantastic! / A new job? Really? How terrible! Late? Fantastic! / You mean you’ll be moving to America? Oh no! / Really?(Answers will vary. Suggested answers only.)Unit 4 Understanding Offer appropriate information first: ‘Christine is so successful. She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think?’ Ask questions indirectly: ‘You used to work for our new chief legal officer. Christine Bender, didn’t you?’ Create intimacy: ‘I really want to thank you, Michael, for taking me with you to the meeting.’ ‘You used to work for our new chief legal officer, Christine Bender, didn’t you?’ ‘She did an amazing job for us dealing with that whole corruption scandal last year, don’t you think?’В (Answers will vary. Suggested answers only.) 2 ,3 .. .so I’m told/by all accounts. 1, 4, 5, 8 Apparently/I heard that/lt seems that/ It appears that… 6 According to… 7 Did you hear that…□ 1 2Saying it accuratelyD 13 4 CandyMichaelВ / / ✓ / ✓ ✓You’ve spent time in our Washington office, haven’t you,Jay? You approved our new brochure before it was sent to the printers, didn’t you, Rachel? You know our new CEO, don’t you, Matt? You’re attending our conference this year, aren’t you, Lianne? You’ve seen our budget for next year, haven’t you, Dan?Saying it appropriately According to Jane… I’m sure that… I overheard Ben saying… Apparently, … I’m convinced that… I heard on the grapevine that It’s certain that… It seems/appears that… By all accounts,… … so I’m told. It’s guaranteed that… Did you hear that…? I heard that…В question 1: intimate question 2: direct question 3: intimatequestion 4: intimate question 5: direct question 6: intimateGet speakingВ (Answers will vary. Model answers only.) 12 3I heard on the grapevine / 1overheard that the company is planning to set up a sports and social committee, Max. You don’t know anything about that, do you Max? Well, according to Janice, the CEO is very enthusiastic about it.Answer keyI 93You don’t know when the meeting might happen, do you Max? You would want to be involved with it, wouldn’t you Max?… _■ i i | Answers wl11 varV- Dialo9ue 15 a model answerUnit5 Understanding [ 4 ] She explains what her company specializes in and the reason for her call. [ 1 ] Macey Chance checks that she is speaking to the correct person. [ 6 ] She sets up a meeting to discuss the matter further. [ 2 ] She introduces herself and says where she works. [ 5 ] She asks questions to gauge the person’s interest. [ 3 ] She checks that the person she is speaking to has time to talk.Saying it accuratelyD AD E F1 2 34 5В ASaying it appropriatelyD 1 pushy 2 enthusiastic 3 abrupt4 friendly 5 polite 6 boredП (Answers will vary. Suggested answers only.) 1 2 3 4В 1 2 3С D EGet speakingDo you think that’s something that might be of interest to you? Could we set up a meeting for next week, Mr Lee? My company specializes in designing bespoke software. This is Tom Sweeney from Lermans and Co. May I ask you a question, Mr Lee? Do you have a moment to speak to me?В С4 5 6D F СA E ВAm I speaking to Mr Gulbert? Hello, this i s ………………….[first nam e]…………………. [last name] from Top Tier Training. Do you have a moment to speak to me? My company specializes in providing motivational training courses for staff. Do you think that’s something that might be of interest to you? Could we set up a meeting for next Tuesday at 10 a.m.?В Answers will vary. Model answer in Get speaking 7.Unit 6 Saying it accuratelyUnderstanding TuesdayWednesday9 a.m. 10 a.m. 11 a.m. 12 p.m.9 a.m. 10 a.m. Gerhard Schmidt;2 p.m. 3 p.m. Sabine Gerland,Quiddestrasse ■f4 40 4 p.m. 5 p.m.94SpeakingHippax, Berlin 11 a.m. 12 p.m. 2 p.m. Teleconference forGerhard Schimdt and colleague 3 p.m. 4 p.m. 5 p.m.D 1 2 3confirm check spell4 5 6better teleconference forwardС A E4 5В DВ 1 2 3UNITS 5-7 Saying it appropriately 1 A 2 ВThe call to Joy 3 4С A6 7Get speaking(Answers will vary. Suggested answers only.) The call to Giovanni 1 23 4 5Hello Mr Fabro, this is …[first name][last name]… from Marlow Construction. How are you? Fine, thanks. I’m just ringing to confirm our appointment for Wednesday morning at 10 a.m. to discuss the Westdene Hospital building contract. Can I just check the address? That’s 40 Findon Street, isn’t it? Oh OK, could you spell that for me? Thanks, I look forward to seeing you then. Goodbye.Hello Ms Lee, this is …[first name][last name]… from Marlow Construction. How are you? Fine, thanks. I’m just ringing to confirm our appointment for Thursday afternoon at 3 p.m. to update you on the Queen’s Hotel building project. No problem. Would Friday at 3 p.m. be more convenient? Great, I look forward to seeing you then. Goodbye.В (Answers will vary. Suggested answers only.) 1 2 3 4 5 6Hello, …[first name][last name]… I’m fine thanks, Valerie. And you? No problem. Would Tuesday be more convenient? Would you like me to arrange a telephone conference instead? Yes, I’ll email them over as soon as possible. Goodbye.Unit 7 Understanding StrategySentences from the telephone conversationMake sure you’re speaking to the person who can help you.• Could I speak to your supervisor, please? • Could you tell me your name and position, please? I’ll just make a note of that. • I need to make a complaint. • I’m afraid I’m not satisfied with… • I’d like you to…State your complaint.Set out your expectations to solve the problem. Confirm when your • Could you let me know when expectations will you have…? be met. • When will you get back to me?Saying it accurately2 3 4 5 6 7 8damaged defective delayed disappointing tolerable poor passable inadequatemediocre so-so indifferent unacceptable unprofessional unreasonable unsatisfactory unsuitableВ forceful extremely considerably very utterly entirelyabsolutely totally completely altogethernot so forceful slightly somewhat rather quitefl 1I’m sorry to say that I’m not satisfied with this product. There appears to be a problem with this product. I’m not at all happy with this service. There seem to be some concerns regarding this product. Please could you replace it? Would you ensure that the replacement is sent today? Would you be able to email me when it has been sent? When can I expect to hear from you?(Answers will vary. Suggested answers only.) 1I need to make a comment about the latest sales figures because they are somewhat/quite/rather/ slightly; disappointing/unsatisfactory/mediocre. I’d like you to concentrate your efforts on improving them over the next quarter. There seem to be some concerns regarding the latest delivery, which was extremely/very/considerably delayed. Please could you ensure that it’s prompt next time. I’m afraid I’m not at all happy about the budget for the new project, which is altogether/absolutely/Answer keyI 95completely/entirely; unsatisfactory/disappointing/ mediocre/indequate. Please could you revise it immediately? There appears to be a problem with the accounts system, which is quite/rather/somewhat/slightly; disappointing/unsatisfactory/mediocre. I’d like you to see that it’s fixed by first thing tomorrow. I’m afraid that I’m not satisfied with the new catering company because their food was entirely/ completely/totally/altogether; unsuitable/inadequate/ disappointing. I’d like you to source some alternative suppliers by the start of next week.Saying it appropriatelyD speaker 1: appropriately speaker 2: inappropriately speaker 3: appropriatelyspeaker 4: inappropriately speaker 5: inappropriatelyGet speaking 1My name’s …[first name][last name]… and I’m CEO for Rickmans and Co. I want to speak to somebody senior, please. 2 I need to make a complaint. 3 Hello, could I have your name and position, please? 4 I’ll just note that down. I hope you can help me. 5 I’m afraid I’m not satisfied with the IT systems that have recently been installed in our offices. Employees haven’t received sufficient training and so are finding it very hard to get to grips with the new systems. And the support line, which was supposed to have been available 24 hours a day, has proved unreliable. 6 I would like you to provide additional training for employees and ensure that the support line is staffed 24 hours a day, as agreed. 7 Could you inform me when you’ve addressed the problem/spoken to him? 8 When can I expect to hear from you? 9 Thank you for your help on this.Unit 8 UnderstandingВ and ВTony Hopps – Queen of the Waves • cabin problems: booked a cabin on the outside, allotted a cabin inside, wife got seasick.Phrases to show rearet/empathv: 3H, 6D Oh dear, I’m sorry to hear that. You must have felt terrible!• buffet lunch: finished by the time they arrived at 2 p.m. • programme changes: fancy-dress party in programme for Saturday night didn’t take place. • laundry: fancy-dress costume got lost in laundry.Proposed action: • refund: refund cost of more expensive outside cabin that they didn’t receive. • insurance claim: form on website to complete. • discount: 10 per cent discount on next booking.Saying it accuratelyD 1G Could you bear with me for 10 minutes while I get to the bottom of what went wrong here? 2C I’m terribly sorry for the problems that you’re experiencing. 3H I can imagine that was terrible. 4E I propose that we offer you some sort of compensation. 5A I’ll make sure that it gets done by the end of the week. 6D That must have been dreadful. 7F Could you tell me exactly what happened? 8B I do apologize for our part in this.96SpeakingPhrases to find out what the problem is: 1G, 7F Can you give me the details? So let me just recap. Phrases to apologize: 2C, 8B We would like to apologize to you for these problems. We are really very sorry for these difficulties. Phrases to propose a solution/promise action: 4E, 5A This is what I propose. We’ll deal with that within a week. We would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for problems you had. Is that acceptable to you, Mr Hopps?Saying it appropriatelyD 1 2Version 1 A, D, and EGet speakingП (Answers will vary. Suggested answers only.) 1 2I can imagine that was terribleVThat must have been dreadful. Oh dear, I’m sorry to hear that. Could you bear with me for 10 minutes while I get toUNITS 8-9 the bottom of what went wrong here? 3 I’m terribly sorry for the problem that you experienced./l do apologize for our part in this./ We are really very sorry for these difficulties. 4 I propose that we offer you some sort of compensation./We would like to offer y o u as compensation f o r Is that acceptable to you, Mr/Ms …[last name]…?4 5В (Answers will vary. Suggested answers only.) 1Oh dear, I’m sorry to hear that. Could you tell me exactly what happened? 2 That must have been dreadful!So let me just recap. The food was delivered late, the waiting staff were not very professional and the food itself was not up to our usual standards? I’m terribly sorry for the problems that you’ve had. I’ll ensure that all the issues you’ve raised are addressed. I propose that we offer you a 5 per cent discount on your next order as compensation. Is that acceptable to you, Mr Grant? OK, shall we say a 10 per cent discount? How does that sound? I won’t let it happen again. Thank you for your call. Goodbye.В Answers will vary. Dialogue is model answer.Unit 9 UnderstandingGet speakingSo. let’s get started, [ensure good timekeeping] Fabian, would you like to start? [control the discussion] So. to sum up point number one, [summarize keydecisions] Let’s move onto the next point: budget, [ensure good1 2timekeeping] Tony, that’s vour field, [control the discussion] Can I stop you there. Fabian? Let’s not get sidetracked. Let Tony tell us what exactly is planned and then we can… [control the discussion] We all have our action points to deal with and we know the next steps, [summarize key decisions] How does everybody feel about that? [control the4 5discussion] So. that wraps up everything for today, [ensure goodtimekeeping]The one tip that Janette does not follow: she does not go through the agenda at the start of the meeting.Saying it accuratelyП 1 2 3 4 5 6 7 8 99 coming, down make, start welcome, started aim, fix agenda, points see look, point begin/start kick/start10 11 12 13 14 15 16 17 18sidetracked sight on thoughts agree think up agreed sum10 11I’m glad you could both make it. Perhaps we could make a start. The aim of this meeting is to discuss plans for the upcoming company conference. On the agenda today are the following points for discussion: one, the program for the day and two, possible locations. So, let’s look at point number one on the agenda, the program for the day. Rita, would you like to start? I like that idea, Rita. What do you think, Paolo? Yes, that’s great. Would you be willing to come up with some detailed suggestions for the type of sessions that we could offer? Shall we move onto the next point: possible locations for the conference? Any thoughts on this, Rita? Can I stop you there, Paolo? Let’s not get sidetracked. So, tell us more about the conference facilities at the racetrack, Rita. Sounds promising, Rita. Could you get some prices for us? Shall I go over the main points that we’ve agreed? With regard to the program for the day, we think it would be good for middle managers to give the presentations this year and Paolo is going to come up with some ideas for some interactive sessions for the rest of the employees. And with regard to location, Rita is going to get some prices on the conference venue at the racetrack. Is everyone happy with that? Would anyone like to add anything? OK, that wraps up everything for today.Answer keyI 97Unit 10Understanding StageSentences from the conversation(Suggested answers.)1 ProposalWe suggest that we pay you €700 per head per day. We need to talk about fees.1 2 3 4 5 62 Clarification of proposal 3 Counter proposal 4 Discussion 5 Suggestions of alternatives6 New proposal7 AgreementWell, that’s an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. Let’s think about how we can make this work. Another possibility might be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? If we agree on a daily rate of €750 per head per day over six months, your company will receive €772,000. I take your point. We can live with that.Get speakingD (Suggested answers.) 1 2Saying it accuratelyn 1 2 3E С Вwe need to talk about We propose/suggest that that’s not going to work for us another possibility might be to We suggest/propose that I don’t think we could go along with that/That’s not going to work for us we can live with thatWe need to talk about what exactly that price would include. I don’t think we could go along with that. We propose that we pay you $150,000 inclusive of materials. That’s an interesting proposal, but I don’t think that’s going to work for us. We suggest that we pay you $160,000 including materials. Have you considered the advantages of working with us. We’re planning to renovate our offices all over the country next year, so this could lead to a great deal more work in the future.4 F 5 A 6 DUnit 11 Understanding Employee TonyLucyFabianSaying it accuratelyTask(s) allocatedFinish date/ time • Taking care of Dimitri This weekend Mischkovic during his By Friday stay midday • Writing report on business activities for last twelve months. • Running SAP training By end programme for system September users • Organizing project kick-off meetingInvitations out by this eveningП Asking for volunteers to complete a task: 1, 6, 7, 9, 15 Allocating a task to a particular person: 2, 4, 8, 12, 14 Determining a completion time for the task: 3,5, 10, 11 13В 1 2 3Speaking4 5 6about by withв 298of in forIs anyone interested in doing this? / Who would like to take responsibility for this? .. .can you take care of that? / .. .will you deal with that for me? When do you think the statements will be ready by?UNITS 10-12 Saying it appropriatelyD 1 impolitely 2 politely 3 politely4 impolitely 5 impolitely 6 politelyGet speakingD (Suggested answers only.) 1 Is anyone interested in writing the pitch for the new project? Could you handle that, Jessica? Will you be able to get it done by Friday? 2 I need somebody to source samples for the newcompany logo. Would anyone like to put themselves forward for this? Chris, could you take care of that? Is the end of the month realistic as a deadline? 3 I’m looking for somebody to prepare a quotation for a new client, Millwood and Co. Can I leave that with you, Ayisha? Can you send that out by next Thursday? 4 Are there any volunteers to write an advertisement to go in the paper for a new office manager? Would you take responsibility for that, Dan? Will you be able to get it done by the end of the day? 5 We need to decide who is going to organize the purchase and delivery of the new IT hardware. Who would like to take responsibility for this? Could you deal with that, Sophie? Is November realistic as a deadline?Unit 12 Understanding At the start, Janette laid out ground rules. She asked speakers to: • give their name first so they knew who was speaking • not interrupt other speakers • speak clearly • let her know if anything was unclear. Carlo interrupted Petra when she was talking about software testing. Lee Mina asked Sanjav to clarify what he meant by working ‘closely’ together. Everyone agreed on an action point to start discussions with key suppliers in Mumbai. Another teleconference is booked.Saying it accurately 1 So, it’s Karen here. 2 Thank you all for participating today. 3 Before we start, let’s just lay out some ground rules for telephone conferences. 4 Firstly, please always give your name first. 5 Secondly, don’t interrupt other speakers, please. 6 Thirdly, Please could you make sure that you speak clearly. 7 Finally, just let me know if anything is unclear. 8 Right, let’s run through the agenda.1 2 3 4interrupt finish sorry speakercome there finished let3 4A С3 4polite impoliteSaying it appropriately 1 impolite 2 politeGet speaking (Answers will vary. Suggested answer only.) So, it’s …[first namej[last name]… here. Thank you all for participating today. Before we start, let’s just lay out some ground rules for telephone conferences. Please always give your name first, so that we all know who’s speaking. Also, don’t interrupt other speakers, please. I’ll make sure that we keep the conversation on track and don’t lose any time. Finally, please could you make sure that you speak clearly and let me know if anything is unclear. OK?Excuse me Emin, but I don’t think Pierre has finished yet. Sorry Jake, could you repeat that using clearer terms, please? Excuse me, Pierre, but I’m afraid I missed that. Could you say it again, please? Excuse me, is that acceptable to you, Emin? Sorry, can I just come in here? One speaker at a time, please.Answers will vary. Model answer in dialogue and Get speaking 1.Answer keyUnit 13 Understanding…which means that you can combine all your business communications in one single package. Why is this important? Because it is much more straightforward than having a number of different providers for each service. Let’s look now at/Movina onto my next point, how much money this can save you every year… .. .and so, to sum up./in conclusion. Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you, please feel free to ask questionsTif anybody has any questions. I’d be happy to answer them.1 В 2 A 3 СSaying it accuratelyD 3, 2, 1B 1 2 3 4Saying it appropriately C A В G5 E 6 D 7 FII Mv talk today is about/I want to tell you today about Telesmart, a new communications package that we’re offering to our loyal customers. First of all./Firstly. I’ll demonstrate how it works. Next/Then I’ll outline the advantages compared to other packages available and, finallv./lastlv. I’ll show you how it can benefit your business…П Sentences 1, 4, and 6 are true. The rest are false.Get speakingП Answers will vary. Model answers in dialogue and Saying it accurately 1.В Answers will vary.Unit 14 Understanding Colin Field of business: Specialist stamp collecting book publisher. Customers: Children, teenagers, adults, people who have retired, mostly male. Customers looking for: information and books about stamps. Challenges: Reaching customers all over the world. Add to mailing list? Yes To do: send copy of demo softwareSaying it accuratelyfl (Answers will vary. Suggested answers only.) 1 What line of work are you in? 2 What does that involve exactly? 3 What sort of customers do you have? 4 What do your customers want? 5 What would help you to help your customers? 6 What issues do you face in your line of work?100SpeakingВ 1 В 2 F 3 D4 E 5 С 6 AВ (Order of questions/answers may vary, but answers must follow correct questions.) [12] Kay: Well, would you be interested in hearing more about our website design sen/ice? It would be a great way to publicize your services. [ 2] Kay: Hello Jon, nice to meet you. First of all, what line of work are you in? [ 4] Kay: And what does that involve exactly? [ 3] Jon: I’m a surveyor. [ 6] Kay: What sort of customers do you have? [13] Jon: Yes, I would. [14] Kay: Here’s some more information on that then. And can I add you to our mailing list? [ 5] Jon: Well, I carry out valuations and building surveys on properties for clients. [15] Jon: That sounds like a good idea. I think it would be useful to keep up-to-date with any new PR ideas.UNITS 13-15 [10] [ 8] [ 1] [11] [ 7] [ 9]Kay: What challenges do you face in your line of work? Kay: And what do your customers want from you? Jon: Hello Kay, I’m Jon. Jon: We find it hard to get our message out to new clients without spending lots of money on advertising. Jon: Mainly small businesses or private purchasers. Jon: They are looking for a professional service, which is delivered promptly and is good value for money.Saying it appropriatelyD speaker 1 С speaker 2 A speaker 3 ВВ Speaker 3 is likely to generate most interest because of the style of their approach.В 1 I’m [really] sorry but I haven’t got any brochures left. 2 Unfortunately I forgot to bring my business cards. I do [apologize]. 3 I’m [afraid] I can’t help on you on this. I’ll ask a colleague.Get speaking (Answers will vary. Suggested answers only.) 1 Hello, can I help you? 2 What line of work are you in? 3 Who are your customers? 4 What do your customers want? 5 What challenges do you face in your line of work? 6 Would you be interested in hearingabouta new video link teleconferencing system that would allow you to have meetings with customers around the world?Unit 15 Understanding conversation 1: urgent close conversation 2: hard close conversation 3: emotional close conversation 4: urgent closeSaying it accuratelyD 1 2 3 4 5 6 7 8 9How do you think it will look when it’s installed? How many can I put you down for? It’s only available at this price today. Shall we start the paperwork? We only have this offer for a short time. We’ve only got six of this item left in stock. What will people say when they see it? What will you feel like when it’s in place? When would you like to start?В a hard close: 2, 4, 9 an emotional close: 1, 7, 8 an urgent close: 3, 5, 6Saying it appropriatelyВ (Answers will vary. Suggested answers only.) 1 Seller’s mistake: Seller should not use closed questions. They should frame the request or salespitch in an open wav. Seller should have said: It’s a great opportunity. Shall we start the paperwork? Seller’s mistake: Seller should assume customer wants to buy the product. Seller should not allow customer an easy wav out. Seller should have said: When would vou like to start? Seller’s mistake: Seller should be quiet and let customer decide. Seller should have said: How many can I put vou down for?Get speaking (Suggested answers.) 1 We have a special offer on this. The 24-hour call out feature is included in the basic package at no additional cost. But we only have this offer for a short time. 2 And so we can do £8.99 per head for the full buffet. Shall we start the paperwork? 3 It’s only €10,000 to supply hand-made Swedish desks and chairs throughout the whole office. What will you feel like when you can see the stunning designs in place? 4 Our fee is $ 10,000 for the whole audit. When would you like us to start? 5 That means it costs only $5,000 a unit when you order more than twenty. I should point out though that there are only fifty units left in stock. Otherwise, you’ll have to wait three months till the next shipment.Answer key101And corporate membership will work out at only £30 a month. How do you think your employees willfeel when you tell them those amazing rates?Unit 16 UnderstandingConversation 1 C 1 :l’m really sorrv. [Uses emphasizers, for example, ‘really’ with ‘sorry’] but that’s not possible. Company policy doesn’t allow me to make that kind of deal. [Outside circumstances.] С 1: No, I’m sorrv. [Apology] I have an appointment in ten minutes. I don’t really have the time right now. [Outside circumstances.]Conversation 2 C2: Unfortunately, that’s just not possible. [Apology] I’m a freelance journalist, so I really don’t need three licences. [Explanation.] C2: Sorry, but that’s out of the question. [Apology] I’d lose mv job! We have to keep our independence from the computer industry. [Outside circumstances/ explanation.]Unfortunately, that’s just not possible … /I’m really sorry, but that’s not going to work… 3 I’m afraid Idon’t really have the time now… 4 Sorry, butthat’sout of the question.Saying it appropriatelyD 1 в2 AВ speaker 1: speaker 2: speaker 3: speaker 4: speaker 5:sincere insincere insincere sincere insincereGet speaking Saying it accuratelyВ 1 sorry 2 possible 3 work 4 not 5 rather6 7 8 9 10no time back thanks questionВ 1 No, I’m sorry. Note that all sentences from Saying it accurately 1 would fit here.(Answers will vary. Suggested answers only.) 1 No, I’m afraid not. We just don’t have the budget to purchase additional software this year. 2 I’m really sorry, but I can’t change company budgeting policy. 3 Sorry, but it’s out of the question. Goodbye.В Answers will vary. Model answers in Get speaking 1.Unit 17 UnderstandingП To find out about the candidate’s:Questions from dialoguepersonality• What are your weaknesses, would you say? • What are your goals for the next five years? • What do you feel has been your biggest achievement to date? • Why would you like to leave your current job?goals and ambitions work history102Speakingsuitability for company and role• What do you know about our company? • What makes you suitable for this job, do you think? • What is good customer service, in your view?в Georgina Harris comments on Mansha Khan’s age when saying ‘Well, you are quite young, aren’t you?’UNITS 16-18 Saying it appropriatelySaying it accuratelyD 1 2 3 4 5П hire independently yourself situation greatest6 7 8 9 10rewarding challenges current see rightВ 1 Why do you think you’re right for this job?/What makes you suitable for this job, do you think?/Why should I hire you for this job? 2 What do you know about our company? 3 What are your greatest strengths and weaknesses? 4 What has been most rewarding about your current job?/What do you feel has been your biggest achievement to date? 5 So why would you like to leave your current job? 6 Where do you see yourself in five years’ time?/ What are your goals for the next five years?Appropriate questions: 1, 4, 7, 10. The rest are inappropriate questions.Get speaking (Answers will vary. Suggested answers only.) 1 Thanks for coming today, it’s nice to meet you. What makes you suitable for this job, do you think? 2 OK, great. And what are your greatest strengths and weaknesses? 3 Uh-huh, could you give me an example of a time when you had to multitask in your current role? 4 That’s good. And why would you like to leave your current job? 5 Right. And what are your goals for the next five years? 6 That’s interesting. Thanks for your time. We’ll be in touch. Answers will vary with regard to employing this candidate, but most people would probably think that the candidate answered the questions effectively.Unit 18 Saying it accuratelyUnderstanding Would you hire this candidate?Why/Why not?YesNoHe effectively expands on details in his resume and talks about his relevant experience in depth. He does not reply using full sentences and so offers no useful or convincing information about his suitability for the job, even when pressed. She demonstrates that she has researched the background of the company and emphasizes the positive aspects. She answers the question honestly and shows that she is aware of her weakness and working to improve it. He misinterprets the question and does not listen when the interviewer tries to correct him.CandidateYesYesNoВ 1 E 2 F 3 В 4 HThere are no correct answers here. It depends on your opinion of yourself.Saying it clearlyВ conscientious creative dependable determined diplomatic enthusiastic experienced fairlogical loyal methodical motivated practical reliable resourceful trustworthySaying it appropriately question 1: candidate 2 question 2: candidate 1 question 3: candidate 2 question 4: candidate 2 Answer keyI 103question 5: candidate 1 question 6: candidate 2 question 7: candidate 1 question 8: candidate 2Get speakingQandQ Answers will vary. Model answers in Saying it accurately 2.Unit 19 Understanding Sentences 1, 4, 5, 6, and 8 are true. The rest are false.Saying it accuratelySaying it appropriatelyDiscussing employee’s job description: 1, 3, 8 Assessing employee’s performance: 4, 7, 11 Setting employee an objective: 5, 6, 12 Discussing employee’s future development: 2, 9, 10В Manager: And so, as personnel assistant, your responsibilities include writing advertisements for vacancies, selecting possible candidates, and sitting in on the interviews with the relevant manager. …1,3, 8 … Employee: Yes, that’s right, but I also carry out induction days for new employees and some in-house training for existing employees. Manager: Oh yes, of course. …4… Employee: Well, I think I’ve done well. I’ve helped to recruit twenty-three new members of staff and carried out successful inductions with all of them. Manager: Yes, I’ve had some positive feedback on that. As for my personal opinion, …7, 11… Employee: That’s very encouraging to hear. Manager: Great. Right, some employees have mentioned to me that they would like to receive First Aid training. I’m all in favour of that so . . . 6 . . . Employee: OK. Should that be open to everyone in the company?104Manager: Yes, absolutely. OK, …10… Employee: Yes, I’d be very keen to go on a management course. Thanks.Speaking1 2 3 4interested positive polite: assertive diplomatic: encouragingGet speakingП (Answers will vary. Suggested answers only.) 1 So, your main responsibilities are maintaining office services, supervising office staff, and overseeing office records and efficiency. Have I missed anything, Kamil? 2 How do you feel about your performance this year? 3 Yes, absolutely. My impression is that your performance has been very good this year. 4 I’d like you to implement the second phase of the office refurbishment, namely new furniture and equipment for the ground floor, by [indicate a deadline] March of next year. 5 Great. Moving forward, I think you should work to improve your IT skills. Perhaps we could look at training courses for that?В Answers will vary. Model answers in dialogue.UNITS 19-20Unit 20 UnderstandingGet speakingSentences 3, 5, 7, and 9 are true. The rest are false.Saying it accurately 1 E 2 A 3 F 4 I 5 H6 7 8 9 10D С В J GSaying it appropriatelyD Those using an appropriate tone are speakers 1,4, 5, 8, and 9. The rest use an inappropriate tone.(Answers will vary. Suggested answers only.) 1 Excuse me, Karen, I’d like to schedule a meeting with you to discuss my position. 2 Thank you. I wanted to ask you if it would be possible for me to get a transfer to the US office? 3 I appreciate that. But I think you’ll agree that I’ve been a loyal employee over the last six years and I’m very keen now for a new challenge and the opportunity to live abroad. 4 I thought that might be a problem, so perhaps you would consider this proposal. Would you be willing to see if any of the employees in the US office would like to do a job swap for a few months? 5 Thanks for your time today. I do appreciate that.Answer keyI 105AUDIO SCRIPTSUnit 1Starting a conversationTrack 02Alex: Sophia: A:It’s a beautiful day today, isn’t it? Absolutely, I love New York in the spring. Have you been here before? No, it’s my first trip.S:Oh, you must visit the Guggenheim Museum and the Empire State Building. Where do you come from?A:I’m from Athens. It’s a great place to live. What do you do?S:I’m a forensic auditor, which means that I help hedge funds and banks make sure none of their staff are doing anything illegal.A:Really? And do you often find any illegal activities?S:More than you might expect! Anyway, we’d better get back tothe presentation…Track 06So, what do you do exactly?[beep] How did you get here?[beep] How long did that take?[beep] Marseilles’s really beautiful, isn’t it?[beep] Where do you come from, then?[beep]Unit 2Talking about jobsTrack 09106SpeakingI’m a nurse. I help to look after people when they are sick.I work in marketing. My main responsibility is to promote new products ahead of their launch.I’m a manager on a construction site. I oversee a team of 250 builders and twenty administrative staff.UNITS 1-3 4I’m a PA. My job entails organizing my boss’s affairs.I’m an IT programmer. My company develops websites for my clients.I’m a project manager. I’m responsible for making sure that our projects come in on schedule and within budget.I’m an architect. I’m in charge of designing new buildings and pitching ideas to new clients. I’m a banker. My job involves managing my customers’ money effectively and profitably.Unit 3Showing interest in other peopleTrack 12C:Extract 1: For example, in Singapore you discuss prices much earlier in a negotiation than we do in Germany.E:Really?C:Extract 2: Back in Berlin, I play centre forward for the company football team.E:Really?C:For example, in Singapore you discuss prices much earlier in a negotiation than we do in Germany.Track 13[beep] C:Back in Berlin, I play for the company football team.[beep] Track 16I’ve got some news. I’ve just found out that they won’t renew our lease on this building, so we’re going to have to find a new office space.[beep] The good thing is that we don’t have to be out until the start of next year.[beep] And so we’ve got plenty of time to sort everything out. I’d like you to go away and do some research about potential new sites.[beep] That’s right. And we should put a bit more in the budget for rent next year.[beep]Audio scriptsI 107Track 17 1I’ve got a new job![beep] 2I’ve been to Milan three times on business this month. I think it’s a beautiful city.[beep] 3I went for a walk in my lunch hour and it started to rain and I got soaking wet![beep] 4I missed my train and was late for the meeting.[beep] 5I’m being transferred to the New York office.[beep] 6My secretary has just resigned.[beep]Unit 4Exchanging informationT rack 19Candy: Michael:The company is going to make redundancies next year. Our department will be affected. Apparently, the company is going to make redundancies next year. It seems that our department will be affected.T rack 211 You used to work for our new chief legal officer, Christine Bender, didn’t you? 2 Have you spent time in our Washington office? 3You approved our new brochure before it was sent to the printers, didn’t you, Rachel?You know our new CEO, don’t you, Matt?Are you attending our conference this year?You’ve seen our budget for next year, haven’t you, Dan?You used to work for our new chief legal officer, Christine Bender, didn’t you, Michael?Track 222 You’ve spent time in our Washington office, haven’t you, Jay? 3 You approved our new brochure before it was sent to the printers, didn’t you, Rachel? 4You know our new CEO, don’t you, Matt?5 You’re attending our conference this year, aren’t you, Lianne? 6 You’ve seen our budget for next year, haven’t you, Dan?108 j SpeakingUNITS 4-5 Track 23 [beep] Uh-huh.[beep] Yeah, I’ve heard the same thing. But it’s something that the board isn’t keen on, so I’m told.[beep] Well, that’s good news. Maybe he’ll convince the board in their next meeting.[beep] No, I’m afraid not. But I don’t think they will approve it this year because they have to wait until the new budget is signed off before making any decisions that might require additional funding.[beep] Absolutely, I think it’s a great idea.Unit 5Cold callingTracks 26 a n d 27Do you think that’s something that might be of interest to you?Could we set up a meeting for next week, Mr Lee?My company specializes in designing bespoke software.This is Tom Sweeney from Lermans and Co.May I ask you a question, Mr Lee?Do you have a moment to speak to me?Track 28[beep] Speaking.[beep] Oh, yes.[beep] Yes, I have a few minutes.[beep] The idea sounds interesting.[beep] Yes, that sounds good. Look forward to meeting you then.Audio scripts109Unit 6Confirming or rearranging appointmentsTrack 31Hello, it’s Jan Stevenson here. How are you? [beep]I’m very well, thank you. But I’m afraid I have to cancel our meeting next Tuesday. [beep]No, Wednesday isn’t any good. I’m afraid, because my partner will be in Shanghai and she really needs to attend too. [beep]Yes, a telephone conference on Wednesday at 9 a.m. would be great.[beep] Track 32Giovanni Fabro.[beep] Hello, I’m well, thanks. And you?[beep] Yes, that’s right. I’m looking forward to it.[beep] No, it’s not Findon, it’s Fenchurch Street.[beep] Of course, F-E-N-C-H-U-R-C-H Street. Hello, Joy Lee.[beep] Very well, thanks. How are you?[beep] Ah, I was going to call you today. I’m afraid I can’t do Thursday.[beep] Yes, that’ll be fine.[beep] Track 33[beep] Hello, this is Valerie Auguste from Finch and Co. How are you?[beep] I’m fine. I’m afraid I have to cancel our meeting on Monday.[beep]110SpeakingUNITS 6-7 No, I’m afraid I’m out of the country on business then.[beep] A telephone conference sounds like a great idea. Will you send me the details?[beep] Thank you, I look forward to hearing from you. Goodbye.[beep]Unit 7Making a complaint on the telephoneT rack 36I need to make a complaint about the latest sales figures, because they are somewhat disappointing. I’d like you to concentrate your efforts on improving them over the next quarter.There seem to be some concerns regarding the latest delivery, which was extremely delayed. Why is this? Whose fault is it? I want you to get to the bottom of it and tell me who I should shout at.I’m afraid I’m not at all happy about the budget for the new project, which is unsatisfactory. Please could you revise it asap.There appears to be a problem with the accounts system, which is extremely disappointing. Now, you were the one who installed it so I’m holding you personally responsible for this. Sort it out.5 I’m not satisfied with the new catering company because the food was disgusting. I just can’t believe that you hired them. What were you thinking? It was so embarrassing in front of our clients. Track 37I need to make a complaint about the latest sales figures, because they are somewhat disappointing. I’d like you to concentrate your efforts on improving them over the next quarter.There seem to be some concerns regarding the latest delivery, which was extremely delayed. Please could you ensure it’s prompt next time.I’m afraid I’m not at all happy about the budget for the new project, which is unsatisfactory. Please could you revise it asap.There appears to be a problem with the accounts system, which is extremely disappointing. I’d like you to see that it’s fixed by first thing tomorrow.I’m afraid that I’m not satisfied with the new catering company because their food was entirely unsuitable. I’d like you to source some alternative suppliers by the start of next week.Track 38Receptionist:Hello, Lettermans International, how can I help you?[beep] Receptionist:Can I ask what it’s regarding?[beep] Audio scriptsI 11Receptionist: Janet:Please hold the line and I’ll connect you. Hello, Customer Relations.[beep] Janet:I’m Janet Green and I’m customer relations manager.[beep] Janet:I hope so too. What can I do for you today?[beep] Janet:I’m very sorry to hear that. What can we do to improve the situation?Janet:That sounds perfectly reasonable. I’ll have a word with our training manager today and set up a time for him to return to the offices.[beep][beep] Janet:Of course.[beep] Janet:By tomorrow morning, at the latest.[beep] Janet:Unit 8Not at all, we’ll get this fixed as soon as we can.Dealing with a complaint on the telephoneTrack 42Could you bear with me for 10 minutes while I get to the bottom of what went wrong here?I’m terribly sorry for the problems you’re experiencing.I can imagine that was terrible.I propose that we offer you some sort of compensation.I’ll make sure that it gets done by the end of the week.That must have been dreadful.Could you tell me exactly what happened?I do apologize for our part in this.And I had to wait for over an hour at the airport before the taxi came to pick me up. [beep]The whole conference was a farce! Delegates were wandering from room to room and nobody knew where they should be or what was happening. What went wrong?And it was all your company’s fault.T rack 43[beep] [beep] 4So what are you going to do about it? [beep./112 1 SpeakingUNITS 8-9 Track 44 Hello, my name is John Grant and I’m afraid there have been several complaints about the food that you supplied for our recent conference.[beep] Well, firstly the food was delivered late. It was supposed to be served at 12 p.m. and your staff didn’t reach the building until 12.15 p.m. and by the time they started serving, it was 12.30. And speaking of staff, several of your waiters didn’t seem to know what they were doing and ended up spilling food all over the place.[beep] Anyway, when the food was finally served up it was cold and tasteless. We ordered Chicken Provengal and all we got was a lump of lukewarm meat swimming in a bland sauce with a few limp tomatoes. Not very impressive.[beep] Yes, that’s about the sum of it.[beep] OK.[beep] Frankly, that doesn’t seem enough.[beep] OK, I suppose that’s acceptable. As long as you can assure us that we won’t have the same problems again.[beep]Unit 9Running a face-to-face meetingTrack 46Thank you all for coming. Let’s get down to business.I’m glad you could all make it. Perhaps we could make a start.I’d like to welcome you all here today. Let’s get started.The aim of this meeting today is to fix next year’s budget.On the agenda today are the following points for discussion.6 7Looking at the agenda, you’ll see that there are five things to discuss today. So, let’s look at point number one.John, would you like to begin?9 10Lynn, would you like to kick things off? Can you stop there, Paul? Let’s not get sidetracked.11Let’s not lose sight of the main objective here.12Shall we move on to the next point?13Any thoughts on this, Janine?14Do we all agree on this?15What do you think, Simon? Audio scripts111316 OK, that wraps up everything for today. 17 So, let’s just summarize the main things we’ve agreed. 18 So, to sum up, we’ve agreed the budget for next year.Track 49 Rita:Yes, I’ve had some thoughts on this. Last year, we had a series of speakers from the senior management team, so we thought that perhaps this year it would be good if we asked some middle managers to do the presentations instead?[beep] Paolo:Yes, great idea, as long as the middle managers want to do it, of course! It might be nice to include some interactive sessions for the rest of the employees as well.[beep] Paolo:Yes, I’d be happy to.[beep] Rita:Paolo:Urn, yes, there’s a conference room at the racetrack near the office and I thought that we could look into the possibility of having it there. Speaking of racetracks, did you see the Grand Prix last night? Nail-biting stuff… Yes, it was great. I couldn’t believe that last lap…[beep] Rita:Sorry, yes, I heard that they have a large conference room and then a separate lounge area alongside.[beep] Rita:Sure, no problem.[beep] Rita and Paolo:Yes.[beep] Rita: Paolo:No. I don’t think so.[beep]Unit 10 Negotiating agreement Track 54So I reckon we can do the whole job for you, all in at $200,000.[beep] Well, that figure would cover manpower and insurance, but not materials, of course.[beep] I’m afraid we can’t go along with that. Let’s think about how we can make this work. Another possibility is to pay us by the day for labour and materials?[beep] I take your point… OK, I think we can live with that.114SpeakingUNITS 10-12Unit 11Assigning action points Note that the text for all the audio is on the page of the unit.Unit 12Running a teleconferenceTrack 601 Thank you all for participating today. 2 3Before we start, let’s just check some ground rules for telephone conferences. Firstly, please always give your name first.Right, let’s run through the agenda.Sorry Hans, let Zara finish.One speaker at a time, please.Sorry, can I come in here?Fabrice, I don’t think Chris has finished yet.Sorry, but I don’t quite follow you. Could you repeat what you just said?10 11Sorry, but I didn’t quite catch that. Could you run it by me one more time? Sorry, I’m afraid I missed that. Could you say it again, please?12Excuse me, but I’m not sure what you meant by that. Would you mind repeating it?Track 63Pierre: Emin:It’s Pierre here. I’m just not sure that’s going to work if we don’tThis is Emin here. How about we look at —[beep] Jake: Kazum i:…Jake here. I just think it’s time to take the bull by the horns on this one. Excuse me, this is Kazumi. What does ‘bull by the horns’ mean?[beep] Pierre:.. .This is Pierre, [becomes very unclear][beep] Kazum i:…Kazumi here. It’s just I’m not sure what my manager will say if we go down that route. It depends on a lot of things. I’ll have to think about it and look over the figures more carefully. It really is a difficult decision, especially in this climate…[beep] Pierre, Emin, Kazumi, and Jake:[all speaking at once] [beep]Audio scriptsI 11Unit 13Presenting a product or serviceTrack 66My talk today is about Telesmart, a new communications package we’re offering to our loyal customers. Firstly, I’ll demonstrate how it works. Then I’ll outline the advantages compared to other packages available and, finally. I’ll show you how it can benefit your business… This means that you can combine all your business communications in one single package. Why is this important? Because it’s much more straightforward than having a number of different providers for each service. Let’s look now at how much money this can save you every year… And so, to sum up, Telesmart is a convenient way of saving you money. Thank you for your time. Now over to you. Please feel free to ask questions.Unit 14 Working on a stand Track 68Jon:Hello Kay, I’m Jon.Kay: Jon:Hello Jon, nice to meet you. First of all, what line of work are you in? I’m a surveyor.Kay:And what does that involve exactly?Jon: Kay:Well, I carry out valuations and building surveys on properties for clients. What sort of customers do you have?Jon:Mainly small businesses or private purchasers.Kay:And what do your customers want from you?Jon:They are looking for a thorough and professional service, which is delivered promptly and is good value for money.Kay:What challenges do you face in your line of work?Jon:We find it hard to get our message out to new clients without spending lots of money on advertising.Kay:Would you be interested in hearing more about our website design service to publicize what you do? Yes, I would.Jon:116SpeakingKay:Here’s some more information on that then. And can I add you to our mailing list?Jon:That sounds like a good idea. I think it would be useful to keep up to date with any new PR ideas.UNITS 13-14 Track 69 1What line of work are you in?What does that involve exactly?What sort of customers do you have?What do your customers want?What would help you to help your customers?What issues do you face in your line of work?Would you be interested in something that could make your life easier?Would you like me to show you our new product?Would you like to hear more about our new product?10Do you have a couple of minutes to look at our new product?Track 70Speaker 1: Excuse me, sorry… er, do you have any challenges, er, at work? …Well, I could show you the new mailing system, I suppose. Speaker 2: Tell me about your challenges at work… Well, then, you need this new mailing system. Speaker 3: What challenges do you face in your line of work? …Would you be interested in something that could make your life easier, our new mailing system? Track 711 I’m really sorry, but I haven’t got any brochures left. 2Unfortunately, I forgot to bring my business cards. I do apologize.I’m afraid I can’t help you on this. I’ll ask a colleague.Track 72[beep] Er, hello, urn, I’m just having a look.[beep] I run an interior design company.[beep] I have some private customers, but mostly it’s shops or businesses.[beep] They want us to redesign their workspaces and oversee the renovation works.[beep] Well, it’s hard to get a final decision out of our customers sometimes because the managers are dotted around the world in different offices. This can delay our projects and have an impact on our costs.[beep] Yes, that does sound interesting.Audio scripts[117Unit 15Closing a saleTrack 75For a hard close Flow many can I put you down for? Shall we start the paperwork? When would you like to start? For an emotional close Flow do you think it will look when it’s installed? What will people say when they see it? What will you feel like when it’s in place? For an urgent close It’s only available at this price today. We only have this offer for a short time. We’ve only got six of this item left in stock.Unit 16Saying’no’politelyTrack 771 No, I’m sorry. 2 Unfortunately, that’s just not possible. 3 I’m really sorry, but that’s not going to work. 4 I’m afraid not. 5 I’d rather not, thank you. 6 Thanks, but I have to say no. 7 I’m afraid I don’t really have the time right now. 8 Thanks, I’ll get back to you on that one. 9 Thanks, but no thanks. 10 Sorry, but that’s out of the question. Tracks 79 a n d 80Speaker 1:118 1 SpeakingSpeaker 2:I’m really sorry, but I don’t have the authority to make a decision on that. I’m very sorry, but I’m afraid I have to say no.Speaker 3:I’m so sorry, but that’s out of the question.Speaker 4:I’m terribly sorry, but that’s not going to work.Speaker 5:I’m extremely sorry, but it’s just not possible.UNITS 15-17 Track 81 …and so that just about sums it up. Shall we start the paperwork?[beep] But this offer is a one-off, not-to-be-missed opportunity.[beep] Really? But wouldn’t you be able to make an exception for an opportunity such as this one?[beep] Track 82And so our designers could completely revamp your website for just $5,000. Shall we set up a consultation meeting?[beep] But just think of all the additional customers that a new website would attract. Surely you don’t want to miss this opportunity?[beep] We could possibly bring it down to $4,500. Would that be of interest to you?[beep] Well, that’s a shame. But here’s my card and if you do change your mind…Unit 17 The successful job interviewer Track 84Mary: Yiannis: M: Y: M: Y:M: Y:M: Y:Why do vou think you’re right for this iob? Well, I think that I’d be suitable for the position because I’ve had lots of relevant experience in my previous roles. Also, I think I’d be a good fit for the company. What do vou know about this company? Quite a bit. I know that it’s the second largest advertising company in the country and that you employ over 500 staff. That’s right. Now, tell me a bit about yourself. What are vour greatest strengths and weaknesses? Hmm, interesting question. Well, I’m very hard-working and incredibly creative, as you can see from my portfolio. But, on the downside, I’m also a bit of a perfectionist, so I find it hard to let go of a project sometimes. But I’m working on that! OK. And what has been most rewarding about vour current job? That would have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year. It was great to get some acknowledgement for all our hard work. Uh-huh. So why would vou like to leave vour current iob? Well, I’ve enjoyed working for a small company and learnt a lot, but I’d really like the opportunities that are offered by working for a large company, for example, the chance to pitch to big clients. Audio scripts1119M: Y:Right, so where do you see yourself in five years’ time? I’d like to be working as a senior advertising executive with a number of great campaigns under my belt.Track 87 [beep] Well, I’ve had lots of experience that’s relevant for the assistant’s position. From what I’ve learned about the company, I think this would be a great place for me to develop my skills and learn more about the business.[beep] Urn, I’m very well organized and able to multitask. But I also have a tendency to take on too much, so I’m trying to improve on that.[beep] Well, yes, I organized the company conference last year and had to sort out the venue, catering, speakers and so on. My phone didn’t stop ringing in the weeks running up to it, but it all turned out well in the end.[beep] I’ve been there for six years now and I’m ready for a new challenge.[beep] I’d like to gain experience in all areas of business, perhaps with a view to moving into a junior sales position.[beep]Unit 18 The successful interview candidate Track 90So. could vou tell me about yourself?Candidate 1:Well, I’m 32 years old. I was born in Vancouver but my family moved to the US when I was 16, so that’s how I ended up in Washington. I really enjoyed math at high school, so I studied that at college as well. I had a great time while I was there, made lots of friends and really enjoyed the course. Then I got my first job when I was…Candidate 2:I did Business Studies at Princeton and then joined Kays Brothers where I worked part-time while finishing my accountancy qualifications. I joined my current company five years ago and have worked my way up to audit manager.Whv do vou want this job?Candidate 1:I’d like this job because it would give me an opportunity to work for a larger organization than I do currently and so broaden my professional experience.Candidate 2:Because it pays well.120 I SpeakingUNIT 18 3 How would vour colleagues describe vou? Candidate 1: They’d say that I’m very good at team sports and that I’m always good fun. Just don’t ask them what I did after last year’s summer conference! Candidate 2: They’d describe me as a team player, who is always dedicated to getting the job done. 4 How do you cope with working under pressure? Candidate 1: I don’t really like it. Candidate 2:I try hard not to let pressure get to me and just to concentrate on getting the job done. What is vour greatest strength?Candidate 1:I’m very enthusiastic. I’m always keen to learn new skills and move out of my comfort zone.Candidate 2:I’m really good at motor car racing. What’s vour greatest weakness?Candidate 1:I can be a bit lazy.Candidate 2;I have a tendency to take on too much, but I’m trying to improve on that by delegating wherever appropriate.7 Candidate 1:Candidate 2: 8Are vou a team plaver? Yes, I was part of the team of people who put together a successful pitch for a large multi-national client. We each played our part in putting together a great presentation and we ended up being awarded the contract. Not really. I prefer to work by myself. Where do vou see vourself in five years?Candidate 1:I’d like to have retired and be sitting on a beach.Candidate 2:I like to think that I would still be working here, perhaps as a senior product designer.Track 91So, could you tell me about yourself?[beep] 2And why do you want this job?[beep] 3How would your colleagues describe you?[beep] 4How do you cope with working under pressure?What is your greatest strength?[beep] [beep]Audio scripts1121What’s your greatest weakness?[beep] 7Are you a team player?And where do you see yourself in five years’ time?[beep] [beep]Unit 19 Carrying out performance reviews Track 94How do you feel about your performance this year?I’ve observed that you are steadily improving in all areas of your job.I would like you to establish a job rotation scheme. I expect you to organize this by the end of the month.Down the line, I think it would be helpful for you to develop your interpersonal skills.Track 95[beep] No, I think that about covers it.[beep] I think I’ve done well. I’ve met all my targets in terms of budget cuts and I think the first phase of the office refurbishment was successful too.[beep] Thanks. That’s good to know.[beep] OK, that sounds reasonable.[beep] Yes, I’d be keen to work on that.Unit 20Persuading your managerTrack 97122 I Speaking1 2I think you’ll agree that my proposal for unpaid leave is quite convincing. I’d like to ask for a transfer to a different department.Would you be willing to support my request for extended leave?I’d like to schedule a meeting with you to discuss my position.Wouldn’t you say this should be taken into consideration?UNITS 19-20 6 I’d like to discuss my compensation with you. 7 Wouldn’t it make sense for me to attend a management training course? 8 Thanks for your time today. I do appreciate that. 9 I thought that might be a problem, so perhaps you would consider this proposal. 10 I wanted to ask you if it would be possible for me to extend my paternity leave. Track 981 2 3 4achieved, such, much managed, job, suggestions discuss, sense, skills organizing, raise, skillsTracks 99 a n d 1001 2 3 4 5 6 7 8 9 10I think you’ll agree that my proposal is quite convincing. I’d like to ask for a transfer to a different department. Would you be willing to support my request? Wouldn’t you say this should be taken into consideration? I’d like to discuss my compensation with you. Wouldn’t it make sense for me to attend a management training course? I thought that might be a problem, so perhaps you would consider this proposal. I wanted to ask you if it would be possible for me to extend my paternity leave. Don’t you agree that my performance has exceeded expectations? I’m sure you can understand my concerns.Track 101[beep] Yes, of course. Actually I’m free for 15 minutes now, if that suits you.[beep] Oh, I’m not sure about that. We need you here, really.[beep] I do understand. But what would we do in this office without you?[beep] Well, maybe. I’ll need to think about it.[beep]Audio scripts1123Collins English for BusinessT a lkin g is easy. G e ttin g people to listen to you, that’s where we can help. Bob Dignen, Collins authorCollins English for BusinessEFFECTIVECollinsINTERNATIONALKEY BUSINESS SKILLS Barry TomalinBUSINESS COMMUNICATIONEnglish for Businesspresentations, M eetings,negotiations ^ B u ild y o u r i n t e r p e r s o n a l skills3*5networkingI/ BOB DIG N EN with Ian McMaster C1P O W E R E D BY C O B U IL D978 – 0 – 0 0 – 746056-4978- 0 – 00 – 748879-7|«Ш 232391£ВЭУООЦЗЗЗВЕЕВЗРIf you need help finding our books, please e-mail us at [email protected] www.collinselt.com @ CollinsELTU /collinselt(M PO W ERED BY C O B U IL DCollins English for Business Do you find it difficult to communic Do misunderstandings lead to frust Would you like to be more assertive Collins English fo r Business: Sp eaking w ill hel| b u sin e ss. M odel d ia lo g u e s p re se n t ke y p h ra se in d iffe re n t situ a tio n s. Y ou can ch o o se to w orl to yo u , o r w o rk th ro u g h th e w h o le b o o k fo r a• Twenty 4-page units cover key areas such as netw orking, negotiating and telephoning • Clear navigation to key language in short, practical unitsA LSO AVAILABLE in the Collins English for Business range:Listening Reading Writing Business Grammar & Practice: Pre-Intermediate Business Grammar & Practice: Intermediate Business Vocabulary in Practice• The audio CD presents natural English conversations plus role-plays to help with fluency real language of business English • The re taken from the COBUILD corpusCollinsUSTENINCollinsCollinsREADINGWRITINGAnn* ChbomИя* в . * * .CollinsCollinsCollins■■’•яЬхёЩШ BUSINESSGf & PRACTICE-••-«IBUSINESS УОСАйш in PRACTICE *YI S B N 978-0-00-742323-1Щ You can trust Collins COBUILD The 4-billion-w ord Collins corpus is the world’s largest database of the English language. It is updated every month and has been at the heart of Collins COBUILD for over 20 years.9780007423231 < о9 n7 8 0 0 0 7 м4 2 3 2 3 1 ” > www.collinselt.com