Download Collins English for Business. Speaking PDF

Collins
English for Business

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 43 2 1

ISBN 978-0-00-742323-1

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of HarperCollins Publishers Limited

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from the British Library

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Printed in China by South China Printing Co.Ltd

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purchaser.

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.

About the authors

Contents

Introduction
2

Section 1 – Networking

Unit 1
Starting a conversation
4

Unit 2
Talking about jobs
8

Unit 3
Showing interest in other people
12

Unit 4
Exchanging information
16

Section 2 – Telephoning

Unit 5
Cold calling
20

Unit 6
Confirming or rearranging appointments
24

Unit 7
Making a complaint on the telephone
28

Unit 8
Dealing with a complaint on the telephone
32

Section 3 – Meetings

Unit 9
Running a face-to-face meeting
36

Unit 10
Negotiating agreement
40

Unit 11
Assigning action points
44

Unit 12
Running a teleconference
48

Section 4 – Presentations and conferences

Unit 13
Presenting a product or service
52

Unit 14
Working on a stand
56

Unit 15
Closing a sale
60

Unit 16
Saying’no’politely
64

Section 5 – Interviews

Unit 17
The successful job interviewer
68

Unit 18
The successful interview candidate
72

Unit 19
Carrying out performance reviews
76

Unit 20
Persuading your manager
80

Appendix – Extended learning through COBUILD

Answ er key

Audio 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 supplementary 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 meetings 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 information 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 communication focus of the unit

Conversation – you listen to and read a conversation or conversations. Key words and phrases
are presented in bold.

Understanding – 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 making sure you sound polite or
interested.

Get speaking – 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 Grammar notes and Cultural notes in the units.

Speaking

Powered by COBUILD
In order to help you extend your vocabulary as you work 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 information on meaning, usage and collocations related to this word.

Using Speaking
You can either work 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 might want 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 work 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 what 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 work or when you are out jogging
or walking.
•
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.

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

Other titles
Also available in the Collins English for Business series: Listening and Writing.

Using the CD
О

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 want 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
О
Listen to extracts from four conversations heard at a conference in Marseilles.

01
1

A:
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…

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…

E:
…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.

Speaking

UNIT 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 in Ireland.

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…

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

H:
Really? Sunrise, you say?
G:
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 conviction
and enthusiasm.

Conversation 2:
В Match your mood to that of the speaker.

Conversation 3:

Conversation 4:

С When saying where you come from, add
something interesting about the place.

D When saying what your job is, add a small
piece of information about it as well.

Saying it accurately

Q
Complete the sentences with words from the box.

looking
from
long
been
do
means
get
lovely
come
isn’t

1
Have y o u ……………………here before?

2
M m m ,…………………. coffee! I needed that.

3
How did y o u …………………. here?
4 H o w ……………………did that take?

5
I’m a forensic auditor, w hich
that I help banks make sure
none of their staff are doing anything illegal.
6
I’m certainly…………………. forward to dinner.

7
I’m

Athens. It’s a great place to live.

Section 1: Networking

8
Marseilles’s really beautiful,……………………it?
9 So, what do y o u ……………………exactly?

10 Where do y o u ……………………from then?

Q
Alex and Sophia are attending a presentation in New York. While w aiting
for the speaker, they start up a conversation. Reorder their dialogue so
that it makes 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:
It’s a beautiful day today, isn’t it?
Alex:
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 might expect! Anyway, we’d better get
back to the presentation.

Alex:
I’m from Athens. It’s a great place to live. What do you do?
Sophia: Oh, you must visit the Guggenheim Museum and the
Empire State Building. Where do you come from?

О
11
Listen to the audio CD to check your answers.
02

Q
Complete the conversation with an appropriate question or phrase from
Saying it accurately 1.

Jon: This hotel is wonderfully 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: (4)……………………………………?
M: About four hours. It gave me a chance to catch up on some sleep!
J: (5)……………………………………?
M: I run a small restaurant. You’ll have to stop by if you come to
Como again! What 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!

6
Speaking

UNIT 1 | Starting a conversation

Saying it clearly
О и
Listen to these tw o questions.
03
Note how the words in bold are connected to create new sounds.

1
So, what do you do exactly?

2
How did you get here?

Listen again to the tw o sentences and repeat them.

Saying it appropriately
О
Q
When starting a conversation, it is important to sound friendly and
enthusiastic. Listen to the speakers and decide whether they sound
friendly or unfriendly.

1
What do you do?
friendly
unfriendly

2
Where are you from?
friendly
unfriendly

3
How did you get here?
friendly
unfriendly

4
Have you been here before?
friendly
unfriendly

5
Paris is great, isn’t it?
friendly
unfriendly

G
0
Listen again to the sentences, now said in a friendly tone, and repeat them.

Get speaking
О о You are attending the conference in Marseilles with the speakers from
об
the dialogues at the beginning of this unit. Play the audio CD to listen to
questions that your fellow delegates ask. When you hear the beep, respond
with a suitable answer. Remember to follow the strategies in Useful tips.
Cue
So, what do you do exactly?
Example
I’m a journalist. I specialize in writing stories about
economics and finance.

Q
Imagine you are attending a training course at a beautiful chateau in France
and you meet another attendee over lunch. Write a dialogue similar to
those in Saying it accurately 3 and 4, show ing how you might start up a
conversation. Follow the example of the first question, already done for you.

You:
Th/s chateau is beautiful, isn’t it?

Attendee:

:…………………………………………….

Read the dialogue aloud. If possible, record it for review.

Section 1: Networking

Talking about jobs

It’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

О
07

Jenny Harris works for a charity organization called Foodaid.
She’s attending a careers fair at a university where students can
talk to representatives from lots of companies to see if they would
like to join them.

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

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

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

S
Engineering.

J
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.

S
Er… an NGO?

J
Sorry, a Non-Governmental Organization.
S
Right, of course. And what do you do?
J
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.

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

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

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. Which strategies does
Jenny employ successfully when talking to the student? Underline the
relevant parts in the conversation and note the strategy in the margin.
Does Jenny make any mistakes?

Saying it accurately

Match the sentences on the left with their corresponding responsibilities
on the right. Follow the example.
I’m a nurse.
I work in
marketing.
I’m a manager
on a construction
site.
I’m a PA.

I’m an IT
programmer.

I’m a project
manager.

I’m an architect.
I’m a banker.

I’m responsible for making sure that our projects
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.
I’m in charge of designing new buildings for our
clients.
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
administrative staff.

Q
Use phrases from Saying it accurately 1 to describe what these people
do. Accentuate the positive features of each job, follow ing the example.

1
I’m an estate agent. I help people find the right house to buy.

2
I’m a lawyer………………………………………………………………………………………………
3
I’m an accountant…………………………………………………………………………………….
4 I’m a pediatrician……………………………………………………………………………………..

5
I’m a personnel manager…………………………………………………………………………

6 I’m a professor. ……………………………………………………………………………………….
7
I’m an IT support manager. ……………………………………………………………………

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

Practise saying the sentences aloud.

Section 1: Networking

0
Complete the sentences with the verb work, using the correct preposition from
the box. Note that in some sentences, more than one preposition is possible.

in
with
for
to
under
as
on
a

1……I w o rk …………………a journalist. I investigate and write articles for
newspapers.

2…..I w o rk…………………the media. I’m an advertising executive.

3….. I w o rk…………………underprivileged children, helping them to
overcome disadvantages in life.

4
I w o rk …………………a multinational pharmaceutical company.

5
I w o rk…………………Lords and Sons. I’m training to be a solicitor.
6
I w o rk…………………large building projects, which often take up to
two or three years to complete.

7
I w o rk…………………tight budgets and strict schedules.

8
I w o rk…………………a very inspiring manager, who has taught me
everything I know.

Q
Complete the follow ing sentences with an appropriate adjective from
the box. Note that in some sentences, more than one adjective is
possible.

challenging
monotonous
rewarding
fulfilling
interesting
stressful
absorbing
dem anding

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

2
It’s very……………………to see the children’s excited faces at the end of a
really good lesson.

3
I find my job qu ite…………………. when my phone won’t stop ringing
and everyone wants to ask me something.

4 My job as an illustrator is very…………………….. Sometimes hours go by
and I don’t even notice.

5
I’m always learning new things, which makes my job very………………….
but also very…………………….

Saying it clearly

П
Listen to the adjectives from Saying it accurately 4 and mark the stressed
os
syllable of each word, follow ing the example.
1
challenging
5 interesting
2
monotonous
6 stressful
3
rewarding
7 absorbing
4
fulfilling
8 demanding

10
Speaking

UNIT 2 | Talking about jobs

0
Listen again to the adjectives and repeat them.

Saying it appropriately

□
Listen to the eight speakers from Saying it accurately 1 talking about
**
their jobs. Circle the correct words 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 college has approached you and asked you to send
them a short recording describing your job. It will be played to students
who are interested in follow ing your chosen field.
•
Briefly explain what you do, using appropriate adjectives.

•
Make it relevant to the students listening.
•
Accentuate the positive aspects of your profession.

Record yourself if possible. Then, review your recording and consider
how you can improve. Repeat the exercise.

0
Imagine that a work experience person is visiting your office and is
asking each employee ‘What do you do?’ How would you answer?
Practise your answer aloud, using the correct tone. How would your
colleagues describe their jobs? Imagine their answers and practise them
aloud. If possible, record yourself for review.

Grammar note

Note how we 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 of 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

See more