SB_BR2nd_Upper_Int

2 Work with a partner. Which of the career breaks in 1 would you most like to take and why? 3 put the words in bold in the texts in 1 into pairs that have similar meanings. Exumple: reuitalized / recharged 4 Complete these sentences using some of the words from 3. 1 How would you enjoy working for a Cross or M6decins Sans Frontidres? and 2 Would you return from a career break feeling ready to get back to your old job or would you be uninterested in going back to work? Explain why. 3 Have you got any unfulfilled ambitions that you have had to for career reasons? 4 Have you ever done anything that has given you a new 5 Are you constantly seeking new things/opportunities or do you the things that you have? 6 \\Alhat's the most useful - anyone has given you about dealing with boredom or stress at work? 5 Work with a partner. Ask and answer the questions in 4. 6 t I . Listen to an employer talking about the benefits of career breaks. Work with a partner and answer questions 1-5. 1 Why did the company originally introduce flexiwork? 2 Why was flexiwork particularly suited to this company? 3 \\A/hat are the current benefits of flexiwork? Why is flexiwork described as a win-win situation? 5 Would the same arguments for flexiwork apply in your company? 7 Choose the correct words in italics ineach statement. 1 A break might help me head off I round in a new direction. 2 I would like the opportunity to develop some light I solt skitts. 3 I think I would return to work with renewed I improved enlhusiasm. 4 I would liketo broaden I enlarge my horizons through travel. 5 My boss would see a break as an important part of my career development I improvement. 6 Allowing career breaks will at some stage become our official company policy I doctrine. 7 Allowing career breaks would help Ihe maintenance I retentiln rate in my company. 8 For each statement in 7, circle a number from 1 to 5 using the scoring system below. Compare and discuss your answers with a partner. 1 = agree very much 2= agree 3 = unsure 4 = disagree 5 = disagree strongly D For more exercises, go to Practice file 15 on page 134. 9 fnint of a career break that might appeal to you andyourcompany. Give a short presentation of your idea, outlining: . the basic proposition . what the benefits would be for you o what the benefits would be for your employer o what financial arrangements you would propose

Business communication I Putting forward a case Context Lena Johnson currently works for an lT company leading a team of technical writers. She has a diploma in photography and has decided to request a nine-month sabbatical to act as photographer for journalists making a documentary in the Antarctic. L Read the Context.Listen to the meeting between Lena and her manager. Which of the benefits and arguments in the list did she use for taking a sabbatical? . l'vebeen aloyal employee. . l'llhave to reeign if l'm not allowed to t.ake the sabbatical . I'll feel more se|tled and focused after the trip. . l'll gain experience 1 can bring to the com?any. , lt'e alifelong ambition of mine. . l' m feeling burnt'outl . lf you s?onsor my t\",fir.,l\"he company will gain advertieing opporaunities. , My creativit y ie being euppressed in my present job. Tip I valua ble and invaluable Valuable can be used to talk about how much money something is worth. It was a valuable piece of equipment. However, invaluable is not the opposite of valuable and is not used to talk about monetary value. An experience can be valuable, meaning'useful'. You can use invaluable to emphasize that it was'very useful'. The experience was invaluable.

Key expressions 4 Work with a partner. Read this information. Stating what you want You left your college course halfway through for personal reasons. You It's been a long-term goal of have performed extremely well in your job, especially since most of your mine to ... colleagues are better qualified than you. You would now like to go back to I intend to ... college and complete your studies, but the only way to do this is to take a l'd really appreciate it if ... careerbreakfor ayear. Stating motivation 1, Decide what type of job you have and what type of course you want to l've been inspired by ... complete (use your own job if you like). l'd like to do this because ... My motivation for this comes 2 Discuss how you would present your case for a career break to your manager. from ... Make sure you think of two phrases for: Explaining benelits It's a win-win situation. r statin8 what you want The experience l'd gain would r stating your motivation be invaluable for ... . explaining the benefits The plus points are ... . arguing persuasively 3 Think of two objections your boss might have and counter these with Arguing persuasively appropriate phrases. It's a once in a lifetime opportunity. 4 Work with another pair. Talk them through your case and arguments. This is a chance I can't (afford to) miss. 5 Choose one of these things that you would like to do (or an idea of your own) l'll never be satisfied unless I do it. and prepare your case. Deal ing with objections . take paternity leave ,/ extended maternity leave (assuming it isn't a legal option I understand your misgivings, but... in your country) That's hardly fair. l've never refused to ... . restructure your department But there are also (other) o introduce a new procedure in your office benefits for (you / the . apply for a better position internally in your company . take a temporary transfer abroad with your company company). 6 Work with a partner.Thke turns to present your case. When you are listening, object to some of the proposals you hear. Practically speaking I tating time off Listen to conversations 1-3. How did each speaker spend their time off?

Language at work I -rng form or infinitive? 1 Work with a partner. Read the pairs of sentences 1-5. . In which pair of sentences is there little or no change of meaning of the verbs in bold before the use of the -ing form and infinitive form? . Discuss the change in meaning of the verbs in bold in the other four pairs. 1 a I remember spending my year off inAustralia. It was so much funl b Did you remember to book time off for your next holiday? 2 a They went on working for the same company all their life. b After they left, they went on to open their own business. 3 a Do you prefer working for large companies or small businesses? b Do you prefer to take an early or a late lunchbreak? 4 a Sheila stopped working when she injured her back. b Sheila stopped to take a year off from her job. 5 a I regret leaving school at 16 and not spending longer at school. b I regret to inform you that your order has been delayed. 2 Read theLanguage point. Complete the table with the sentences (a or b) in 1. to talk about continuing actions actions to talk about the reason for to talk about an action which ended stopping _ expre-ss you feel sorry to introduce bad news about ) For more information, go to Grammar reference on page 135, 3 Underline the correct verb in itqlics. 1 Sorry I didn't remember sending / to send you the job description. 2 I'll never forgel aisiting / to rtisit Singapore for the first time. 3 After working at our Paris office, I went on running / to run the office in Berlin. 4 Stop doing / to do everything yourself. Learn to delegate! 5 I'm sure they'll regretnot taking / not to take a careerbreak later in life. 6 They forgotbringing / tobring the contract for your signature' 7 /I'rr. late because I stopped seeing to see a client on the way here. 4 Complete questions 1-4 with the correct form of the verb in brackets. 1, On your CV, it says you stopped (work) for a year. What did you do? 2 Can you remember (deal with) a major problem at work? How did you solve it? 3 After you left school, why didn't you go on (do) a university degree? 4 What is one decision you reqret (make) in your career? ) For more exercises, go to Practice file 15 on page 135 5 Work with a partner and discuss why a job interviewer might ask the questions in 4. \\A/hat answers do you think a successful candidate would give?

Goodbye and see you next year Career breaks and gap years might sound great, workers - people who do their job as long as they but what if you can't afford to give up your job for a year? Or you don't want to stop working, but have a laptop and an Internet connection. you do want to see the world? Remote Year is one In its first year, Remote Year received solution. The company isn't a job provider because all its participants already have a job. Its role is to applications from 25,000 people - yes, you have to set up a 12-month travel programme for remote apply and attend an interview This number was reduced to a final list of 75 'digital nomads' who want to spend 12 months together in 12 different cities. Remote Year organizes accommodation and workspaces in each new location. It will even provide guidance on how to get your employer on board with the idea. Of course, there are some difficulties. First, you have to convince your boss that you can still work as effectively on the other side of the world as you can in the office or from home. And what happens if there's no Wi-fl in your hotel or your laptop breaks in the middle of the desert? In reality, these kinds of problems can happen anywhere. What you learn - according to Remote Year - is that good work doesn't always happen in an office cubicle.'Your best work happens when you feel inspired. It's hard to find inspiration in routine.' \\zVhat are the advantages of RemoteYear compared to taking a career break or gap year? , If you went away for 12 months with RemoteYear, which 12 cities would you like to visit? \\Arhy? \" Do you think your employer would agree to your plans? \\A/hat objections might your employer have? Work with a partner. Imagine you work for RemoteYear and you are going to interview someone who would like to travel with your organization for 12 months.Think about the types of qualities and skills that a person would need for this way of working and living. Then write a list of around ten interview questions. Change partners with another pair.Thke turns to role-play an interview. Ask and answer questions from your list in Work with your partner in again. Report back on your interview and explain if you think the person you interviewed is suitable for the RemoteYear program.

Focus ln this lesson, you will 1 Work in small groups and discuss these questions. watch videos about different 1 How common are career breaks in your company/country? Are they viewed perceptions of what a career is. The first interview explores positively or negatively? perceptions of career breaks. The second interview looks 2 \\AIhy do you think some people take a career break? at the perception of careers 3 \\Alhat might influence the decision to take a career break? for women. 2 These words and phrases are from the videos you are going to watch. Match words and phrases 1-8 to their definitions a-h. 1 soft skills 2 sabbatical 3 perception 4 counterparts 5 lack 6 unconscious bias 7 stake 8 pay gap a prejudice which you are unaware of b large difference between what one gro-up of people earn compared to another c colleagues working in the same type of business - d share of or involvement in something _ - e an extended break from work for study and/or travel f not have enough of something (e.g. confidence) - g the way something is viewed - h abilities such as leading a team-or presenting hformation - Perceptions of career breaks 3 Watch a video about Rachel Morgan-Tiimmer, who set up a company called The Career Break Site. Number topics a-h in the order she mentions them (1-8). a the professional benefits _ b practical advice on what to do with your car, house, etc. c attendine a talk - d volunteerins oooortunities e options for taking a career break f the oersonal benefits - g travelling on your own or in groups h company attitudes to career breaks _ 4 \"\"\"\"' Watch the video again and answer questions 1-S.Then work with a partner and compare your notes. 1 Why did Rachel Morgan-Trimmer set the site up? 2 Why do people visit the website? 3 What advice can they also read on the site? 4 What are the main categories for career breaks on the site? 5 What two examples does she give for volunteering opportunities? 6 What personal benefits of a career break does she mention? 7 What professional benefits of a career break does she mention? 8 How might a small company perceive the idea of a sabbatical? 5 tf you took a career break, what would you do and why? Tell the class.

Profile Perceptions of careers for women Kathy Harvey is the Associate 6 Work in small groups.You are going to watch an interview with Kathy Harvey, Dean at Sald Business School. She is responsible for graduate Associate Dean at Said Business School, about women's careers. Before you programmes and academic watch the video, list some of the possible challenges that you think women partnerships. might face in terms of their careers and career progression. Afterwards, compare your list with another group. Glossary an old saying a commonly 7 '',' Watch the interview with Kathy Harvey. As you watctr, number the known expression or statement with a moral message questions a-d in the order she answers them (1-4). career pipeline a way of referring to career history and a How will women overcome these challenges in the future? _ the natural process of moving b What challenges do women in business face today? _ up the career ladder c How can education help with the challenges that women face? _ d How much has the position of women changed in business? _ the sky's the limit idiom B Watch the interview again and make notes about what Kathy Harvey meaning there is no limit to what you can achieve says about each of the points below. r the opportunities for women now compared to 30 years ago o the pay gap as you go up the career pipeline . women's own perception of themselves . people with a stake in encouraging women in business o three key factors I Work with a partner. Read the two quotes from the interview with Kathy Harvey. How much would you agree with the perceptions in both quotes? Are these views mostly true in your country, culture or business? \\Alhy/\\A/hy not? 'If you educate a man, you educate one person. If you educate a woman, you educate the family.' 'Men and women both want a flexible workplace, where they can take time off ... where they can think about different stages in their career.' Comparing your perceptions 10 footatthe listofdifferentperceptions ofcareers,l-7. Score eachperception from 1 (I strongly agree with this)to 5 (I don't agree with this at all). 1 Some careers are more suitable for women than for men, and vice versa. 2 People should expect to have three or four different careers in their lifetime. 3 I think most successful professionals dedicate their life to one career only. 4 Career breaks are probably more suitable for women than for men. 5 The idea of flexible working hours and career breaks is fashionable rather than practical. 6 If anyone works hard enough, they will reach the top of their career ladder. 7 Most companies should do more to make sure that all their employees are treated fairly and equally. 11 Work in small groups. Compare your perceptions from 10 and give your reasons.Try to convince other people in the group who have a different perception from you. l I 1! lrl 105

Business comm unication 1 Complete the follow-up call from Pierre to Samir with these phrases. would you like to meet I wondered if you'd let's say can yoLt tell me how l'll email you a map you tolet me know where in from France, won't you see I suggest we meet l'm calling about responding so quickly whateaer's best Pierre Good morning. This is Pierre jouet. the email I sent you last week in response to your enquiry. Samir Oh yes. Thanks for time to look Pierre 3-had at the brochure I sent you. Samir Yes - it looks very interesting. discuss things further. Pierre That would be fine. When 5q next Wednesday for you. Samir You'll be travelling 8 Pierre That' overnight I get to your office? Samir Are you familiar with Bilbao? Pierre Not really. Samir lo- you're staying and 11- and directions 3 The advertising campaign was from your hotel. 72- Pierre Thanks. OK. sales actually fell slightly. so the product next Wednesday at 10.00. 4 The desisn is simole and is very easy to use. Samir I'Il look forward to meeting you. Bye. 5 Fortunately our bid was so we now have 2 putthe words in 1-5 in the correct order. 1 and / work / name's / UB / for / my / Iames funds to develop the new department. Sims / I. 5 It is natural to be of a company that has a poor reputation for customer service. 7 Don't be too about vour achievements 2 given /IillSander / yor;r / by / I / details / was at the iynoteur'vveiewdo. nYe-o.u need to let them know how much 8 Remember the golden rule when presenting: keep it short and _. 4 is / taxr/ public / transport / by / best / or / it? 5 you / later / l'll / my / confirm / call / assistant / to / today / get / to .

Present simple Language at work Use the present simple 1 Complete 1-8 with the present simple or present 1 to talk about routines continuous form of the verbs in brackets. I unmlly arrive at work st about 8.30. 1 A stockbroker is someone who 2 to talk about things we think of as permanent (buy) and (sell) shares. I work for lBM. (go) from 3 to talk about states London to Birmingham Paris lies on the Riuer Seine. flight to New York / leave)? 4 Because of the roadworks, it 4 (with future reference) to talk about timetabled (take) me much longer events to get to work. The next train leaaes at 11.15. 5 I'm afraid Leon is out at the moment. He 5 to talk about future time introduced by when, as soon (have) lunch with a as, at'ter, if, etc. client. When I see Margaret tomorroro, l'll giue yotL a ring. Common phrases used with the present simple are: as 6 I can give Anne your letter. I fi rule, generally (speaking), 0n the whole, once (a rueek /in a (see) her tomorrow while), euery (zuinter), ntost of the time. afternoon. Present continuous 7 Tell Heinrich I'11 get in touch when I Use the present continuous (get back) next week. 1 to talk about an action happening at the moment of (develop) a new anti-malaria drug, and hope to start trials in a speaking couple of years. Mr Tnkashi is zuaiting for you in Reception. 2 Write an appropriate question for these answers, 2 to talk about a project that is ongoing and using the stative verbs from the list. More than one unfinished I am writing a report on the takeoaer, and I should finislt correct question is possible. in a few days. belong taste look o'un prefer soand 3 to talk about things we think of as temporary 1, Q: Does lhe car sound OK to you? I am staying with my brother while my house is being ', A: I think so - I can't hear anything wrong with it. redecorated. r\\. 4 to talk about a gradual change or development A: He's about 2 m tall, with dark hair and blue Becattse of global zt)arming, sea leuels are rising slowly. eyes. 5 (with future reference) to talk about an appointment A: Tea - I don't like coffee at all. or arrangement A: It's delicious. I am seeing Mrs Langer next Tuesday. Common phrases used with the present continuous A: It's mine are: atrrently, for the munent, at the moment, for t'\\rc time being, tomorrow (afternoon), right nou. A: No, I rent it. Stative verbs 3 Choor\" the correct words in italics. 1 As a rule,I catch / 'm catching the 8 a.m. train. Verbs that describe states rather than actions are 2 Right now I design / 'm designing a new company normally only used in the simple form, i.e. verbs of thinking (e.g. knout, agree),verbs of appearance (e.9. website. look, seem), feeling (e.g. prefer, want), possession (e.g. orun,belong), the senses (e.g. taste, sound). Some stative 3 I stay / 'm staying with Clare for the time being. verbs can sometimes be used in the continuous form, 4 /On the whole I complete 'm completing most tasks but with a change in meaning. quite quickly. simple: I see the Eiffel Tower 0n my way to work. continuous: l'm seeing Bob on Monday. 5 I generally check / am checking my emails twice a (= I am meeting Bob) duy.

Working with words Business com m un ication 1 Complete 1-10 with the best option a-c. 1 Alaln is making small talk with Kirsten at a 1 Our perks include subsidized meals, health care conference. Number their conversation in the and a car. correct order L-12. a corporate b company c commercial a Kirsten Yeah. See you. _ 2 How is company loyalty by senior b Alain Hello. It's Kirsten, isn't it? 1 c Kirsten Yes, isn't it? I'm sure you'll enjoy the amafnualgf-eilmleednt in your company? c commissioned change in lifestyle. We decided to stay in the city b acknowledged 3 Does your company offer any kind of non- because the house we wanted needed too much orofessional staff 7 work. a development b education c extension d Alain Ho-w are things? e Kirsten That's right. I th-ought I might see you 4 We're lucky to have a non- pension plan. a contribution b contributing c contributory here. 5 I work for an airline, so my family gets a really f Kirsten -That's amazing! We considered that line of good on flights. business, too! a discount b decrease c bargain g Alain No, not at -all. Catch you later. 6 Our company offers free medical h Alain No? \\,1/hat a coincidence. - don't need to worry if we become ill. i Alain Oh dear. Were you disapp-ointed? j Alain Yes, it is. In fact, we've bought a sm- all farm a assurance b insurance c reassurance and my wife runs a holiday rental business. 7 Non-cash can often be more effective for k Kirsten No, not really. I don't think our childre-n staff motivation than extra money. wanted to move. Well ... You don't mind if I go a repayments b rewards c returns and get myself some food? 8 Winning the prize gave me a great sense of I Kirsten Very good, thanks. I'v-e heard you've moved into the country - is that true? _ a realization b completion c achievement 9 I think this person deserves more for her 2 Choose the most appropriate phrases in italics. Jamal Hi, my name's ]amal. 1I don't think we'oe met. f many years of service to the company. How are things? a recognition b performance c incentive Alicia 2No, I don't know you. / Nice t0 nteet you.I'm 10 You seem bored most of the time. Maybe you'd get Alicia. Is this your first Nordica workshop? a promotion if you showed a bit more |amal Yes. My colleague is sick so my manager asked me to come instead. Do you know many people at work. here? a reward b enthusiasm c performance Alicia Not really. I was recently transferred from 2 Match the words from the list to statements 1-6. Purchasing. appreciation bonus commission feedback fulfilment incentiae Jamal 3What a coincidence! / That's lucky! So wasll 1 You've done well this year, overall. There are a few Alicia aBy the way / Apparently, it's our new company things that need improvement, but you've also had policy - transfer rather than hire new people. SOME SUCCCSSES. Jamal sReally? / Oh dear.'Ne discussed the idea for 2 My boss said he would really miss me if i left. It's our region, too, a few months ago. nice to know he feels that way. Alicia 6WeIl, / By the way,I'msure it's a good solution 3 If I'm one of the top ten salespeople, I'11 get a ten- for many companies. dav holidav in Florida. Jamal Yes, you're probably right. Alicia 7So, / ln fact, would you like a drink? I'm going 4 The company has had a successful year, so I got to get a coffee. an extra €2,000 in November - on top of my salary. Jamal Not at the moment, thanks. scatch you later. / ls 5 If I can make six sales this month, that'll be 3% of that the time? 6 I work for a charity. The salary isn't very high but the work is interesting and I feel I'm using my skills doing something very worthwhile.

Practice file I Unit 2 GRAMMAR REFERENCE Language at work Direct and indirect questions 1 Rewrite the direct questions as indirect 1 L:r a direct question, the normal word order is verb- questions using the words g1ven. subject. In an indirect question, the word order is 1 Will he take the job? subject*verb, and the question begins with a phrase like Do you know ...: Do you know ? When is Mr Patel leaaing? 2 lAlhen did Amanda send them the catalogue? + Do you know when Mr Patel is leauing? Could vou find out ? 2 An indirect question does not use the auxlliary do: 3 Is this the train for Munich? Where does Mr Elmore work? Do you have any idea + Could you tell me where Mr Elmore worksT 3 For Wh- / How questions, we retain the question word: ? How much does it cost? 4 Where does the bus for Place de la Concorde + Can you tell me how much it costsT go from? 4 \\Alhen who or what is the subject of the question, there is l'd like to know no difference in word order: Who left this message? 5 Have you had anything from the minibar? + Do you haae any idea who left this messageT Could you tell me 5 For Yesfilo questions, we use if or whether (or not): 6 Who left this package here? ls it going to rain tomorrowT I was wonderins ) Do you know whether it's going to rain tomorrow? 7 \\Atrhat time will you be arriving? Negative questions I'd be grateful if you could tell me 1 Negative questions usually begin with the contracted 8 What day is best for you? negative form of an auxiliary or modal verb. Aren't you based in Milan? Please let us know Didn't they sell hardware as well as software? Can't you work a bit later tonightT 2 Chr.rge 1-5 into negative questions. 2 We often use negative questions to: 1 Are you in charge of training? . complain: Haaen't you finished yet? 2 Have you completed that report yet? . make a suggestion: Why don't you join us? . check information: lsn't this yours? 3 Should they be here by now? . make a request: Can't zne join you at the meeting? 4 Can I have my own team working on this? Question tags 5 Did you want to say something? Question tags follow a statement and use the subject and an auxiliary or modal verb in question form. 3 aaa a suitable question tag to 1-8. 1 You're from London, 1 If the statement is positive, the question tag is negative: ? It's hot, isn't it? 2 You couldn't give me a lift to the station, 2 If the statement is negative, the question tag is positive: ? You haaen't seen my keys, haoe you? 3 The bank shuts at 5.00, _? 4 You didn't see Anna, 3 Statements with auxiliary or modal verbs repeat the ? 5 You haven't seen Joe, ? auxiliary or modal in the question tag: 6 You won't tell anyone, She won't go to China, will sheT 7 Nobodv's called. ? You can swim, can't you? 8 That wasn't easy, -? ? 4 Statements with no auxiliary or modal verb use do in the question tag: You work for Siemens, dan't qou? 5 Question tags retain the same tense as the statement: He left early yesterday, didn't he? 5 If the subject is someone, somebody, eaeryone, eoerybody, anyone, anybody, use they in the tag: Anyone can use the meeting room, can't they? I{ the subject is nobody or flo one, the tag is positive: Nobody knew about that, did theyT 109

Business comm unication 1 Sondra is discussing the progress of an HR project with Dimitri. Choose the best answer (a-c) from 1-8 below to complete their conversation. 1- of Sondra OK, Dimitri. What's the current the staff satisfaction survey? we'reZ received replies from the questionnaires, but we haven't collated the answers yet. Sodnadtrea3Y-ou do know the regional HR conference don't you? Dimitri Yes, but wefo'vren4ex-twmiothnth, IT. They 3 The whole project has been difficult and haven't set up the database for us yet, to collate the we've losf timebecause of unforeseen delays. results. s Sondra So the real oroblem 1T's time 4 Can you give me a detailed predictiort? management? 5 They didn't start selling the new product on the agreed Dimitri Partly, yes. much of the report date. Sondra How about 6-as 6 What limitations on spending do we have when it but until we have results comes to travel costs? from the survey, there's nothing to put in the 7 There are strict penalty clauses, so it'll be expensive report. is, without if we are late for that date, Sondra So what you're really 8- 8 I always look at our spending carefully so that we the database you can't continue? don't spend more than we haae. Dimitri Err, yes. 2 Complete sentences 1-7. Use the answers to lastand bstafus cview 2 a up to scratch b in the lane c on track complete lhe puzzle and find the hidden word. 3 a had set b had already set 1 Did you make a detailed before you c has already been set started. on time in this 4 a knocked a problem b come to a problem 2 The trains alwavs c hit a problem country. 5 a lies with b stands with c sits with 6 a to prepare b prepared c preparing 3 Their spending on the project went 7 a likely b possible c probable 8 a saying b teling c talking control! 4 If you don't want to overspend, you need a realistic 5 I hope our next project runs more than 2 Mut.h 1-8 to a-h. this one! 1 How far are vou 5 Don't use that contractor. They made a real 2 Things aren't running of thines last time. 3 We finalized the draft - 7 We can't afford to the chance of securing 4 So what do vou - the new contract. 5 If vou ask me. 6 I'm not 7 That's n-ot 8 lJo to now- a the launch dates have been set for ... b we should scrap the idea. c as smoothly as I'd hoped. d with the new packaging? e an ideal solution. f mean exactly? g three weeks ago. h convinced.

GRAMMAR REFERENCE focus group. (decide) to set up the (alreadv Present perfect B Don't worrv. 12 A R/ esaplelva?k)Wtohehnim3about it. (vou / Use the present perfect see) him? (call) him first thing 1 to link a present situation with something that took B He6 (not / make) up place at an unspecified time in the past Ana has sent the new brochure to all otr clients. his mind yet. He needs some documents from head The present situation is that all the clients have the office, and they still new brochure. The past event is that Ana sent the new brochure (we don't know when). (not / arrive). 2 with yet and already to talk about tasks expected to (you / finalize) all the be done or which are done earlier than expected arrangements for Mr Eng's visit yet? A Hsae you finished that report yetT D I'm dealing with it now. I B Yes. And l'ae already done most of the next one (fix) a date for him to as ruell. come and visit - the 19th. 3 with how long,t'or and since to talk about duration of C What about Bob? I think he needs to be there states and activities (speak) 4 with just to talk about things that have happened to Anna a couple of days ago, and the 19th is fine for him, too. very recently I'oe just seen Tom in the cafeteria. (you / arrange) the 5 with unfinished time periods: since, so far this zueek, visit to the warehouse yet? up to nozu, recently, this month, today. D Yes, Ilz-(just / organize) You'ae been late three times this month - please be on that - for the afternoon. time for the rest of the nnnth. C \\Alhat about dinner that evening? Past simple D I13 Use the past simple yesterday - at The Mill - I hope that's OK. 1 when referring to (or thinking of) a finished time C Fine. That all sounds excellent. You period like yesterday, last week, at 5.30, on 1\"'1\" May, at (be) very efficient, Christmas, in 2002, etc. 2 Vtatch 1-6 to contexts a-f. I went to the sales conference last ueek. 1 Has our bid for the contract been successful? _ 2 Was our bid for the contract successful? 2 for questions with When? What time? How long ago? 3 Have you spoken to the caterers this week? _ 4 Did you speak to the caterers this week? _ etc. because the expected answer is a finished time 5 I've just cancelled the order. _ period 5 I just cancelled the order. _ A When didyou see Mr Li? a The result of the contract bids was announced (NOT: Wfoeir haae yott seen Mr Li?) last week. B I saw himyesterday. (NOT: I hnae seen him yesterdatl.) b I only cancelled the order. I didn't reorder or 3 with many present time expressions usually used complain. with the present perfect, llke this r.ueek, today, just, rf c They're announcing the results of the contract they refer to a time period that is about to finish or has just finished bids now. We'ue made a lot of progress this week. (said on d I am expecting you to speak to the caterers some Wednesday - the time period is still in progress) time this week. (It is Wednesday.) We made a lot of progress this week. (said at 4.30 p.m. e I was expecting you to speak to the caterers this on Friday - the time period is about to finish) week. (It is 5 p.m. on Friday. I am about to leave the office.) f I cancelled the order a couple of minutes ago.

Working with words Business communication 1 Complete the phrases in bold in the text with a 1 Number the extracts from a presentation about a suitable word from the list. new product in the most appropriate order 1-10. benefits concept innoaatiae practical proposition technology a First, I'll give you a brief overview of the product. 1-The Cell ZonerM is an idea from Salemi b Basically, Minute Monitor consolidates a 2-lndustries. The key behind this sound- department's time schedules. It resistant cell phone booth is that it lets you make and c Does that sound OK? d Now I'd like to move o-n to some of its features. I'd receive cell phone calls without disturbing anyone. lt's a 3- like to demonstrate this by using the tool itself. solution to the increasing problem of e Then I'll talk about its benefits. After that I'd like- to making calls in noisy public spaces where you need show you some of its features. somewhere quiet and private to talk. f Good. The greatest benefit of th-is is that all your With its ergonomic cylindrical shapq the Cell ZonerM staff's appointments are logged in one main diary so everyone can see who's in the office and when. a-is a product where cutting-edge is g What I'd like to do in this presentation is demonstrate a new scheduling tool. 1 combined with a stylish design. lt's made from two h Have a look at the screen - with your current steel cylinders fitted inside each other. The space system you can't link everyone's calendars. between is filled with a soft, sound-absorbing material However, with Minute Monitot you'll all be able to that acts as an additional sound barrier. access this central one. s-One of the maior of the Cell ZonerM i Is everything clear so fa-r? is that it can be located almost anywhere - airports, i OK.We call the product Mi-nute Monitor, and it's a nightclubs, restaurants, libraries, sports stadiums, orettv simole conceot. hotels, shopping malls or even on the street. The 2 Complete the rest of the presentation with the exterior of the booth can also be used for advertising, words and phrases from the list. makino it a commerciallv-viable 6 this means the biggest potential benefit of 2 Replace the verbs initalics in 1-9 with a phrasal in tlrc future the other major adaantage whereas at the moment is qnother great thing about verb from the list. Change the tense if necessary. Minute Monitor scheduling tool can be set get round bring about come up with take forward u1p with your current system immediately, pay off carry out bring down take up set up similar tools on the 1 I'm thinking of leaving the company lo start mcoamrkoeattirbelqeu. i2re much higher investment to make them is that the my own business. program is very user-friendly and doesn't require a 2 We're over budget on this project - we need to do lot of previous knowledge or training. A drop-down something to reduce suser-guide assists you every step of the way, which Plinute Monitor. the costs. vour svstem is able 3 That's a great idea - I knew you would create to schedule 25 employees'appointments, but a plan to solve the problem. with Minute Monitor you can increase this to 50. 4 I'rnreally pleased the company has responded that project leaders and the challenge of department heads can have a better overview of the recruiting across the EU activities taking place. 5 We performed a lot of t Mioute Monitor is that tests before we launched this product. physical project scheduling can be delegated to admin 6 Concern about global warming has caused giving the team a number of changes to leader more time on the project. environmental guidelines. 7 We put a lot of money into this idea - hopefully the investment will haae a good result the problem of relocating extra staff by recruiting locally. 9 The first stage of the project went well, and we're now deaeloping plans for the next stage.

Practice file I Unit 4 Language at work (be) able fo to talk about abiJity. Canhas only 1 Complete 1-10 with the correctform of can or be able Present ability fo. Sometimes more than one answer is possible. 1 Use canto talk about general or present ability. 1 Do you think you I can speak French, but I can't speak German. to the launch party next week? Could yau speak louder - I can't hear you. 2 We may offer you a 2 Is / are able to ispossible instead of can but can is slightly better discount - I'11 try my best. more cofiunon. (not) get in Are yau able to hear me at the back of the roomT touch with her, but I'll keep tryi.g. Past ability 4 Asfarasl see, you have 1 Use could to talk about general abiliff in the past a valid complaint. and with verbs of perception (feel, see,hear, etc.). Anna could speakfour langunges when she zuas six. 5 Do you know if Amanda I could see that she was upset. speak Spanish? 2 For a single specific action in the past (as opposed to 6 Do you think you will general ability), to mean'kied and succeeded', use finish on time, or will you need a few more days? was able to. (not) come I was able to run fast enough to cqtch the bus. I could run fast when l rl)as young. to the meeting next week. However, if the specific action is negativg use couldn't or wasn't able to. 8 We'll need an interpreter because I II called customer sentices again and again, but (not) speak Chinese. couldn't / uasn't able to get through. 9 (she) finish that report 3 To talk about a specific action in the past, especially yet? when we succeed in doing something difficult after 10 I understand your trying hard, use managed fo. It can be used in the positive or negative. worries, but I think we should take the risk. They didn't want to gioe us the discount at first, but we 2 Choose the correct words in italics. managed to persuade them. 1 A Did the hotel have a good view of the 4 To refer to past ability with a cormection to the mountains? present, use the presentperfect form ofbe able to. B Yes, I could / was able fo see Mont Blanc from my I haoe nlways been able to learn languages quite easily. room. Future ability 2 A When I got to the office, I was locked out. Since can has no infinitive form, use be able to to talk B How could you / were you able to gettn? about future ability 3 A So what happened when you missed the plane? 1 after will and going to B Luckily I could / taas able fo take another flight. Perhaps lane will be able to help you. 4 A Did she complain to you, too? l'm afraid l'm not going to be able to do anything B Yes she did, but I couldn't / wasn't able to for you. understand what the problem was. 2 aftermodals 5 A If the safe was locked, how could you / were you I may/might be able to help you. able to get the documents out? 3 after verbs like would like fo and want to B One of the managers had a spare key. I uould like to be able to help you. 6 A What did you think when you heard )an had been promoted? B Well, at first I couldn't / wasn't able tobeheveit. 7 A Did you renegotiate the contract? B Yes, we could / were able fo obtain a slighfly better deal. /8 A Could you Were you able to contact Katie? B No, not yet, but I'll call again later. 113

Working with words Business commu nication 1 Mat\"h 1-lto a-g. 1 Iana at Events4U has been asked to organize 1 We work with local communities and take 2 We have strongly held beliefs about equalit-y and an information day at RCI for key clients. She intend to stay _ is meeting with Xavier from RCI. Number their 3 We need to do more to reduce conversation in the correct order (1-10). 4 Environmental groups share - 5 We work hard to ensure that -our subsidiaries all act a Jana Oh, speaking of staff ... We aim to have the 6 Trading standards officers make sure that reps available to the clients as long as possible. They're welcome to attend the whole day and companies comply with the evening gala dinner, too. 7 As a fund-raising manage-r/ I encourage companies b Jana Well, the idea is to focus on- the different to donate products you offer and to provide interactive stands. The clients can then try out your new a regulations- and follow official guidelines. b money to our charity. products and speak to you - the reps - directly. c the impact our factories have on air pollution in the c Jana I've called this meeting to tell you about the local area. key account event you asked us to organize. d an active part in managing health and education We're planning to hold it at the Lichtenstein Palace. 1 projects. d Jana Finally, we'd like to offer you two possible e a strong commitment to caring for the 'performances'during the day, too. I'11 email you environment. the details next week. f true to our principles. e Jana Yes, I thought that m-ight be a problem. g responsibly and follow our environmental policies. We recommend you arrange a shift system 2 Complete the text with the correct form of the throughout the day, so reps attend either the afternoon or the evening. words in brackets. f Xavier That's a great idea. I'm- glad you're Choosing i nvestments careful ly involvins the staff. l- (ethics) investments are having an g Xavier That makes sense. The rePS can decide increasing impact on the financial services sector. which shift they prefer. These investmentt also known as socially 2 h Xavier I'm not sure many r-eps will stay in the 3-(responsibility) investments, are beginning to have more (credible)than they did when they evening if they've been at the event all day. started 30 or 40 years ago. - i Xavier Thanks, you've done a great job so far. I-t's a-Investing in one of these funds is meant to be a sound exactly what we're looking for. investment choice rather than an act of j Xavier That sounds great - a lovely- venue. How (generous). Fund managers invest in companies with are you going to organize the event? a good reputation which treat their workers with 2 putthe words initalics in the correct orde-r to s- (fair) and avoid all forms of 6 complete 1-7. (discriminate) or7 (prejudiced). ln theory 1 We / you / going / provide / are / to this should lead to better industrial relations and with free transport. greater long-term prof itability. 2 You'll / to / opportunity / get / the / sample Fund managers also tend to avoid unstable and our Products. s-undemocratic regimes where there is evidence of 3 TheActoMuseumis / oisit / worth / well / a 8 (bribe) and (corrupt), as 4 lt / a / would / good / to / be / idea well as companies who do things by 10 buy a ticket in advance. (deceptive) 5 We'd / to / to / like / you / inuite an information evening. 6 l{s / thing / need / the / just / kind / we / of for our clients 7 Alternatiaely, / show / be / you / delighted / we'd / to our facility in Prague. 114

Practice file I Unit 5 Language at work will L Read the situations and the responses 1-7. IJse will+ infinitive €ress-out one option initalics that is incorrect. 1 to make predictions or talk about future facts 1 You come to an office to see either Mr Peters or It looks as if the econnmy will slow down next yenr. Miss Winston. The receptionist tells you that 2 to make decisions at the moment of speaking Mr Peters is away for the day. A l'm sorry - l'm really busy at the moment, That's OK. fU see / I see / I am seeing Miss Winston. B Don't worry - l'll call back lster. 2 A colleague asks you if you are free this afternoon. For decisions made earlier, when you mean'I've You have arranged to take Ben to the airport. decided to' , use going ta, not will. I should be back in an hour. l'm going to get my hair No, I'z taking / I tuill take / l'm going to take Ben to cuf. (NOT: Iwill get ..,) the airport. be going to 3 A colleague asks if you have any plans for the Usebe going fo + infinitive weekend. 1 to talk about a plan or intention where the decision Yes,I'm meeting / I will meet / l'm going to meetJack has already been made for a meal this evening. A l'ae asked the contrctctors to meet with us. B I see. What are you going to say to them? 4 A friend asks you what the future holds for 2 to make a very definite prediction based on property prices. evidence that you can see or know about Most people seem to thnk they are falling / they are My manager likes to start meetings on time, so he's going to fall / they zuill fall next year. going to be annoyed rnhen I arriue late. 5 You are at a football match. Your team is 3-0 down Often either will or gaing fo can be used to make predictions. and there are only 2 minutes to go. A friend asks When interest rates go up, people will / are going to why the manager doesn't bring on some new start spendingless. players. Present continuous /It's too late. We will lose We are going to lose. 6 A colleague wants to arrange a meeting for Use the present continuous to talk about arrangements, appointments, social events and anything you would Tuesday. put in a diary, particularly when the time, place or purpose is mentioned. Sorry,that'snogood -l'm / l'mbeing / l'llben l'm seeing Bill in Psris tomorrow to disctrss the project. Paris on Tuesday. Going to can almost always be used in these situations, 7 A colleague tells you that she can't give you a but use of the present continuous is very common in everyday spoken English. Lift to the station as originally planned and she Present sirnple apologizes. Use the present simple to refer to future events that are Don't worry - I'Il get / l'm going to get a taxi. in a timetable. 2 Complete these dialogues with the best form of the Do you knozu when the last train leaoesT verbs in brackets (sometimes more than one form is The verb be is often used in the present simple when talking about personal schedules. possible). l'm in Madrid on Friday and l'm away for a couple of A Where are you going? (pick up) the new dnls next rueek as uell. B I 1- catalogues from Amanda today. A Do you thirk Bill2 (be) there? B Yes, I 3 (see) him after Amanda - why? A I've got a new price list for him B OK, 1a (take) it with me if you like. I 5 (make sure) he gets it. C Have wyoeu5d-ecided on your holiday yet? D (go Yes - back) to Spain. I booked everything a few weeks ago. gz (you / stay) in the same place as last year? D Yes, it's much easier. But we 8 (not / fly) this time (you / get) there? D Ferry and car. There's a ferry that 10 (leave) at 8 p.m. every night. The whole journey /11 (only take) 24 hours, and it means we L2 (have) our own transport when we're there. 115

Working with words 2 think / be / lt / to / crazy /l / wou,ld 3 me / should / \\f / we / ask / you 1 Someone is talking about their colleagues. Match 4 ss / detall / you,/ please / could / some / give? 5 Clare / to / let's / what / on / has / hear / han9 / the adjectives from the list to statements 1-8. say conaentional creatiae determined impulsiae indecisioe methodical outgoing thoughtful 6 right / says / is / Ioh / what 1 First Su Li said she was going to apply for the job; 2 Abigail,lohn and Bettina are discussing language then she said she would stay where she was; then training at their company. Complete their she had second thoughts. So I don't know what she's olanning. discussion with the phrases from the list. 2 Tony isn't exactly boring, but he always wears a let's draw up some action points in other words I don't want to spend too long I don't think we suit and tie. He wants to get married and have two what you're getting at is it'll mean we children, work from nine to five and retire at 65. as far as l'm concerned that's my aiew 3 Everyone loves Bob - he's always in a good mood, what's your position today,I'd like to and he likes chatting to new people and making l'm not conainced thefact is friends. A1 discuss the 4 I asked Bill what he was doing at the weekend 2three offers for Spanish training. John, and he said'nothing'. Then, on the way home, he on this? decided to go skiing. So he went to the airport, got a ticket and off he went! there are two very fair 5 The thing about Jane is that when she's made her offers and one that looks quite expensive. mind up, nothing will stop her. So, if she says she price. 5-, should only consider wants to become Sales Director, then that's what the more she'll be. expensive course includes all materials plus 6 I couldn't find the mistake in the figures, so I holding the training here. asked Arturo to look. He started at the beginning, the more expensive read every sheet, and finally worked out what the option also includes more? problem was B 7Ex-a.ctly. We don't know the 7 She'll be a great art editor - she's very talented. J quality of these courses - have we received any She's a mu.sicianand a painter. She's got good fashion sense and she's always full of bright ideas recommendations? 8 If you ask ]onas something, he doesn't suggest a A The more expensive course is offered by an solution straightaway. He goes away and considers established institute, but the cheaper options have it quietly, but when he does come up with an answer, it's usually right, good marketing. 2 Choose the correct words ititalics. B But if we take an all-inclusive package, 1 I need to show this to my line manager to get a differentperspectiae / attitude on the project. won't have any 2 Let'snot reject anything - we need to think / unforeseen costs. consider all the options and then make a choice. J True, but we should meet with the three companies 3 I need time to balance / wetgh zp the information first. e and work out what to do. we need to discuss 4 lt's hard when you have to decide about / between two extremely good candidates. 5 In business you have to be rational and logical. It's no good relying / trusting on feelings. 6 You're very experienced and you should have more assurance / confidence in your own judgement. 7 If I don't have enough information, Iusually wait / delay my decision until I've done more research. the offers in detail with the language provider J bYeefso. r1e 1a -decision is made? on what we've discussed so far. on this point. We have other items still to discuss.

Practice file I Unit 6 Language at work Countable nouns 1 Complete the table with matching pairs of 1A countable and uncountable nouns. plural: a ', cat) can be singular or Wie corcespondence etrfarirnilnegttefurrnmituonreey have a singular verb. hotel room equipment 2 Single accommodation softrtare time table euro A,4y office is photocopier lesson week computer program 3 Plural countable nouns have a plural verb. The managers are unhappy about the new proposal. countable uncountable traffic 4 Some nouns are always plural (e.g. scissors, clothes) The scissors are on lamie's desk. Uncountable nouns An uncountable noun (e.g. adaice, equipment)has a singular verb and has no plural form. Your aduice utas aery uset'ul. Countable and uncountable nouns 2 Choos\" the correct verb forms in italics. 1 The equipment you need for the presentation ls / 1 Some nouns can be both countable and uncountable, are at Reception. but there is a change in meaning. 2 The people I met at the conference was / were very coffee - the drink or the crop truo cffies - two cups of coffee friendly. time - mtnutes and hours passing 3 The sales statistics don't / doesn't show a rise in four times - four occasions demand for the product. 2 Additional words can also be used to refer to parts 4 Could you turn on the TV? The news ls / are gotng of a whole: a piece of informstion, an item of furniture to be on soon? Expressions of quantity 5 Progress at the site has / haz;e been very slow 1 To talk about something in general, use a plural recently. countable noun and no quantifier 6 My clothes isn't / aren't smart enough for the Computers are getting cheaper all the time. interview. or an uncountable noun and no quantifier. 7 \\z\\4ren I was in the UK, the weather was f were Cash is less secure than a cheque. very varied. 2 When talking about quantities, use the following 8 The new software is / are being developed in- quantifiers with these classes of nouns: house. singular, countable: a, an, the, one (You must have a quantifier of some kind.) 3 Choose the correct words initalics. 1 I need many / more tirne to make a decision. plural, countable: how many, (too) mqny, (not) many, 2 She's managed to get a / some job with an more /fewer , (a) few, aery few and number s (1., 2, 3) urcountable: how much, (too / not) much, more f less, insurance company. (a) little, uery little 3 There is aery little / are aery few information about uncountable or plural countable nouns: lots of, plenty of, masses at', mast, most of the, some, some of the , this on the website. all af the, all my, (not) enough,hardly any, (not) any, no, 4 I had too much / too many emails to reply to before none of the the end of the day. 5 I think there are oery little / aery few people who understand the theory fully. 6 I'm sure we can find you a / some suitable accommodation. 7 If we agree to that clause, we'll have aery little / oery few room for manoeuvre. 8 Would you like morning paper / a morning paper delivered with your breakfast? lL7

Working with words Business communication 1 Complete 1-7 with the words from the list. 1 Complete the extracts from a presentation about process home qctioities facility outsourcing with the phrases from the list. growth location workers due data ahaae onmoae looked at 1 If we outsource the administrative tasks, our notice on look at the facts has resulted in leatse a result turn our attention to European centres can focus on their core 2 If the business outsourcing goes ahead, Recent shows that all our filing, etc. will be done in China. outsourcing of office cleaning, catering for 3 In the next few years, we plan to move many of our 2the staff restaurant and the customer helpline financial benefits ooerations closer to for 4 R-IT is a new training for students, the company. focusing on all aspects of information technology. Let's have a 3 5 Karnataka has77 engineering colleges producing the left you can see our expenditure five years ago more than 29,000 graduates a year so there is a give you some background about each Iarse srouo of skilled sector we've outsourced. Firstly, cleaning, 6 We are selling more and more of our products to increasing personnel abroad, so our export is rising steadily. costs, outsourcing seemed to be our only option. You 7 We decided to outsource software development this chart savings to an offshore rather than to one in our other companies achieved. We analysed these own country. carefully and as 2 Rewrite the words initalics in1.-7 using the phrases to do the same. from the list. Change the form if necessary. OK, we've I cleaning, so take cost-cutting measures lead to job losses let's e the staff restaurant. jobsimproae the quality of life for After careful research, create new streamline our operation were clear: employing staff to run a restaurant free up resources gain a competitiz-te edge was too expensive and not cost-effective. 1 Some politicians argue that BPO results look at these figures in a substantial reduction in employment Finallv. I'd like to 12 at home. you with some interesting statistics regarding the 2 Outsourcing has led to the building of new roads customer helpline ... and housing in Bangalore and has subsequently 2 Choose the correct prepositions initalics. L Due for / to / from the recent large increase ... increased personal satisfaction in life experienced by 2 A knock-on effect of / to / on this was ... 3 Thisrelatesbackfor / at /tothepointlmade many local people. earlier. 3 Our budget deficit has increased again this 4 To illustrate this, let's have alook on / at / to this year so we need to do something to make saoings chart. and reduce our office 5 This resulted to / for / inhuge financial losses. costs. 6 You will notice on / to / by ttns chart how big our 4 RGM's help desk outsourcing services have helped market share has become. us to make the way we work simpler and more efficient 7 Let's turnour attenttonfrom / to / onthe 5 We decided to outsource our back office work in drawbacks involved. order to make money and personnel more aaailable 8 As a resultfrom / to / of public criticism, we for our core activities. stopped our ad campaign. 6 Thirty new offices were opened in the area 9 Let's consider financing the project, which I Iast year -this generated9S0 additional positions referred to / about / ofearlier. in the IT industry. 10 To conclude, I'd like to leave you with some food 7 We want to achieae an adaantage for/to/inthought... over our competitors so we aim to increase production by 1,0oh.

The p be active or passive. To Language at work Form vetb be in the appropriate 1 Change the phrases initalics to the passive. make the 1, Somebody has lost all my important files. tense and a past 2 \\A/hen I returned from holiday, I found that Tense We do the job. Passive Present simple We did the job. The job is done. somebody had broken into my flat. Present The job is continuous being done. 3 My colleague is expecting somebody to promote her, Past simple The job zuas 4 I don't like people telling me what to do. Past We haae done done. continuous the job. The joh was 5 Somebody must haae hacked into our computer system. Present perfect heing done. 6 I feel that somebody is not telling us the whole story. Past perfect The job has been done. 7 They are sending me to Shanghai for three months. Future and The job had other modals been done. 8 \\Atrhen I finally arrived at the conferertce, someone The job will rnas putting away the chairs. be done. 9 Somebody unaeiled Microsoft's latest operating system The job needs last month. to be done. 10 After the Games, they will close the Olympic Village. We object to the -izg forms job being done. 2 Complete the article with the active or passive form of the verbs in brackets. Use these tenses for each 2 Make questions and negatives in the same way as in paragraph A-D: active sentences. A present simple C present perfect Was the email sent to Mr lordanT B past simple D will future The email xu*sn't sent this morning. A A report todayr- Use (accuse) leading stores of 1 To change the focus of a sentence from who does 2-exploiting workers in Bangladesh: 'Workers in factories there (pay) low wages;the employers something to what happens to something. 4-(often (not / recognize) unions, and workers My assistant has prepared the contract. (The focus is / force) to work seven days a week.' on my assistant, the subject of the active sentence.) B The author of the report (visit) several The contract has been prepared. (The focus is on the 6-factories: '0n one occasion, the owner 7-in advance of our visit.That time, there (tett) contract and what has happened to it.) 8_30 workers in the factory and they (be) 2 To describe processes or how something is done. (give) When the grapes haoe been picked, they are taken to the factory. regula r breaks. When we e (make) a surprise who it is. 10-visit a few days later, the same room does the action is (pack) or we want to avoid saying with over 100 workers.' My secretary has lost the ordtr form. C A spokesperson for one of the stores said:'We The order form hss been lost. Use by after the passive verb to say who does the (have) factories in Bangladesh for years and action. are proud of the real improvements in working conditions The decision has been made by the CEa. 14-(always / produce) high-quality goodl and customers in Europe (benefit) from low prices. 4 To talk about reputation and with phrases likeis said 1s-D The report says: 'We expect this issue to be, is belieaed fo be. These phrases are used in news reports and make the information more impersonal. (raise) in boardrooms over the next few weeks, and we Califarnia is said to be warm and sunny. (get) lots of promises. But we need more The Prime Minister is belieaed to be in talks with ... r8_-than this so we 17 up) the pressure. We (finally / do).' hope that something -(keep

Working with words Business com mu nication 1 Match 1-8 to a-h. 1 Anton and Carolina are meeting with Bob from HR 1 Many women feel there is a glass ceiling which to negotiate the annual staff trip. Complete 1-10 2 There isn't much opportunity for advancement - in this extract from their meeting with the correct 3 I could take early retirement which - words a-d. on today is what 4 He felt the new job was a sideways m- ove _ Anton \\Alhat we need to 1- 5 When the factory closed down otoudr o2for the staff trip this year. Let's look at what 6 With the current recession, the c-areer prospects Carolina 3- are. 7 To save costs, the company made - about we charter a plane to 8 I can't move house because of the c-hildren's Morocco for a weekend? schools, so Anton We do have that on our list of options, but a would mean- stopping work at 55 rather than 65. need to stretch the budget if we did that. b relocation is not an option. Carolina YWesh,aytocua'rnevroiguh5t. Bob, how does HR view thines? c in an industry like mine don't look great. us? d rather than a promotion. Bob Well, the worker's council always offers an e a lot of the staff redundant. outing to 6employees - so we can't stop this -but what we that it f so I need to start looking elsewhere if I want to is should be educational move up the career ladder. as well as entertaining. g a third of the workers were laid off. Anton You mean, we include something h stops them from getting top jobs. cultural we can choose any of our suggestions? 2 Complete 1-8 with the correct form of the word in Bo8b -Yes. Let's say you take the Morocco option. you offer excursions to places of interest brackets. as part of the package, HR might veto the whole 1 He was fired from his last job for stealing. As a trip. result he's virtually now. (employ) Carolina OK. We can e- with that and 2 Instead of soins to universitv. I did an would organize t1h0e -trip to conform to HR's wishes Anton So, a quick with a local engineering firm and it gave me a job - if ... for life. (apprentice) talk bmeet cdecide ddiscuss 3 The government keeps raising the pensionable opportunities b options c opinions age, so I don't know when I'll reach the age of opponents (retire) \\A/hat's bWho cWhy dHow we'll bwe cwe'd dwe've 4 In the last few years, our core business has become lend bhelp cproposed doffer plan bpropose caim dintend so we either need to diversify or close provided bwould cwere dsupposing Until bProviding cUnless dIf down. (profit) 5 The two have decided to sell their share of the business to a large multinational. (own) 6 Every employee has a share of the business, but we be bremain cstay dlive have an board who make the day-to-day decisions. (operate) review brecap crepeat doutline 7 The and union leaders have not come to 2 putthe words in italics in the correct order to an taagkreees-tmrieknet so now we have to vote on whether complete 1-5. to action. (manage) /1. discuss the / nreas / we / to / need / are 8 Money is important, but job also the weekend rota and includes things like opportunities for advancement overtime. and training. (satisfy) 2 to / one / would / option / be cancel the event. 3 we / don't / on / why / take two temporary staff for our busy period? 4 far / what / so / got / ute / so / haoe? 5 sounds / a / plan / like / that - could you let jan know the details?

First conditional Language at work In the f clause of first conditional sentences, we talk 1 Choose the most appropriate words in italics to about a present or future situation that is quite likely to happen; in the other clause, we talk about the result. complete L-8. I/clause Result 1 Daniela's application to move to your team has (likely situation) been approved, so if youwant / wanted her to start we'll gioe you a L5oh this month, then you will / would have to let HR f + present tense discount. know by tomorrow. Ifyou order 20 units, l'll lesoe the company. 2 We could easily fulfil orders for a few hundred If I'm not promoted, metres of cable. However, if you want / wanted 50,000 metres, for example, that will / would take a Variations: lot longer. 1 You can use the present continuous or present perfect in the f clause. 3 I think you're being very rash. If I am / were you,I utill / would reconsider your decision. If anyone is waitingfor you there,I'll let you know. 4 I utill / taould agree on the deal now if Ihaz-te / had lf he hasn't emailed,l'll call instead. the authority, but I have to check with the directors 2 You can use other modals instead of arlll in the first. result clause. 5 Can you leave this with me until tomorrow? I think Iwill / wouldbe able to work something out if you lf we hurry, we ffiay / might / can get there in time. giae / gaae me a little more time. Second conditional In the f clause of second conditional sentences, we talk 6 lwill / would apply for the Madrid job if I speak / about an imaginary present or future situation that is spoke good Spanish, but unfortunately I don't. less likely; in the other clause, we talk about the result. 7 If yort are f were applying for only a couple of If'clause Result days off, I will / would agree to it, but I'm afraid I (likely situation) would + ilfinitive can't agree to two weeks holiday at this point in I/+ past tense rue would be out of a job. the project. If we accepted the takeoaer 8 Let me know if youuant / toanted to read the bid, contract again before signing and we can / could resume our meeting in half an hour. 2 Uffrlct\"t of the situations in 1 are ...? 1 first conditional Variations: 1 I'm organizing some insurance i get ill. 1 You can use the past continuous in the r/clause. 2 l'rn very busy, so please don't disturb me lf you were applying for a job, zohat would you put on it's an emergencv. your CV? that sales don't start falling, we'll reach 2 You can use cottld instead of tuottld in the result our targets this year. clause. 4 I should be able to get there by 10.30, but I'11 let you If we got n bit more help, we could finish on time. know there's a problem. Linking words as we get the funding, we can go ahead 1 A number of expressions mean 'if and only if ', and with the project in October. emphasize the condition: proaided (that), prouiding 4 Complete- 1-4 with your own ideas, using first or (less formal), as long as and on the condition tlmt. second conditionals. l'll help you today prooiding you do rny shift on Friday 1 If I ever had the chance, 2 Supposing means'just imagine', so it is normally 2 I wouidn't take time off work unless used with second conditionals. 3 If it's a nice weekend, I think Supposing they offered you the job, would you take it? 4 If he hasn't arrived in the next five minutes, 3 Unless is similar in meaning to 'if not'. l'll be home by 5.j0 unless the meeting finishes late. 4 We use in case to talk about action taken to avoid something happening. l'll take a spfire battery in case the main one runs lut.

Working with words Business communication 1 two business acquaintances meet up at a trade fair. 1 Complete 1-10 with the best option a-c. 1 It was obvious there was a in the market for Correct the mistakes in the phrasesinitalics in their conversation. more affordable lenses. - Barbara Is that you Josef? lwhat you do here? a space b break c gap Josef Hello, Barbara 2l don't see you for ages. 2 Unless we can secure more financial we won't Barbara 3Hotu does life treat you? be able to go ahead with our expansio-n, plans. a approval b backing c aid Josef I've been working on a big project for Avrim. aHow's you with business? 3 How much start-up do we need for equipment, Barbara Well, I've moved house, changed jobs and rent and supplies for-the first year of operation? I'm about to set up on my own. Actually, with that a capital b assets c wealth in mind, scould you make me a faaour? 4 Investors will want to look at your business in Josef If I can - what do you need? Barbara sThe things is, I lookfor somelne to come into detail to assess the potential of your idea. - a map b chart c plan partnership with me. Would you be interested? 5 We need investment to start the business so we're Josef Me? TThat not something I can deciding on right going to approach a _ capitalist. a business b project c venture 6 Most investors want to be confident they'Il receive a eood refurn on a asset b investment c speculation 7 We're initially renting this temporary _ and then we'll think about finding somewhere permanent. a fund b outlet c backing 8 Many entrepreneurs fail in their first year of busines-s. Barbara OK. I'll email you more details and maybe a can-be b will-be c would-be we could discuss it over lunch. 9 Our business is based on using pop-up stalls at Josef Well, 8l'II surely think about it. public events -like music festivals. 2 Match 1-10 to a-j. a model b return c diagram 10 We turned our first million this year so I feel 1 That's actuallv like we've r-eached the next stage in our growth. 2 Let's chat a up b over c around 3 Bv the wav. could 2 Choose the correct words in italics. 1 This proposition is hugely / totally ridiculous - 4 The thing is, we're looking _ 5 It's been a long time since _ there's no way we can agree to it. 6 With that in mind, maybe 2 Sofarwe'vehad anextremely / absolutely successful 7 \\A/hat have vou - year. 8 Are vou still workine 3 The demands they have been making are extremely 9 I haven't seen vou / absolutely outrageous. 1\"0 We're looking for an investor and 4 The prices you've been quoted seem completely / a for SFL? - incredibly high. b I could ask you for a favour. 5 The concept is extremely brilliant / cleaer - there's c for someone to help us out. no way it could possibly fail. d we've been in contact. 6 The sales conference was incredibly helpful / e about that over dinner. fantastic. You should have gone. f I wondered if you were interested. 7 I think it would be absolutely impossible / dfficult g for ages. to cut costs any further. h been up to? 8 Developing a good business model is totally / aery i you do me a favour? important before approaching people for funding. j the reason why I'm calling. 9 The weather has been absolutely bad / terrible recently. 10 Your business plan is inuedibly / completely useless, so it will be hard to attract investors. a22

Language at work Present p and continuous 1 Complete 1-10 with the present perfect simple or the present perfect continuous form of the verbs in Talking about brackets. 1 Use the withHoto long L I can certainly recommend Mr Hiro to you - I continuous activities ?,for (know) him for a long in the past and are OT repeated time. still going on now. 2 The Finance Director is in Hong Kong - he Hout long haae you been learning English? (stay) at the Excelsior l'ae been learning for three years / since I joined ILS. for the last two weeks. (use) my 2 Use for to talk about amounts of time (for three weeks, 3 Someone for two months).Use since to talk about points in time (since 10.30 , since Monday , since the end of May). printer - feel how hot it is - and half the paper's 3 VVhen talking about a state, use the present perfect gone! simple, because stative verbs are not used in the 4We (negotiate) the new continuous form. contracts since May, but there are still areas of Hozu long hatse you known Pia? disagreement. (read) the report, but I I'ae known her for fiue years. (NOT: 'ae been knozuing) 5I Unfinished time periods haven't got to the final recommendations yet, 1 Use the present perfect continuous or simple with 6l (go sailing) for five or unfinished time periods like recently, this week. six years now - I go most weekends. I'oe been trying to call her all day. 7 So far we (have) over We'pe had six ffirs so far this tneek. 400 complaints about the software, so we've 2 Use the present perfect continuous when talking definitely got a problem. about activities that are temporary or unfinished. 8 I'm really sorry to have kept you - Temporary actiaitrl: l'ae been staying roith my brother (you / wait) long? this week, (I usually liae in my ozun flat.) Unfinished actiaity: l'ae been talking to my accountant 9t (try) to get in touch this week. (The discussions are continuing.) with customer service for days but the line is 3 Use the present perfect simple for stative verbs. always busy. llrly boss has been azoay in London this zueek. (lt is Thursday and he is still not back.) (rain) for days and 4 Use the present perfect simple when talking about days - when is it ever going to stop? completed actions and to give details of quantities. 2 Match 1-10 to the most likely context in a-j. I hnoe seen mt1 accountant three times this week. (Those 1 I've written the report. _ three occasions are in the past.) 2 I've been writing the report. 3 I've talked to Mr Holmes. _ - 4 I've been talking to Mr Holmes. 5 \\Atrhat have you done? - 6 \\Atrhat have you been do-ing? 7 The weather has got better. - 8 The weather has been getting- better. No time period 9 Tack's been skiine. - \\zVhen no time period at all is mentioned, the difference between the present perfect simple and continuous 10 Tack's sone skiine. depends on whether the action is finished (and we stress the result) or unfinished (and we stress the a I'm asking about your life in general since we action). last met. Sam's read yaur report. (He's finished it.) b I have finished my discussions with Mr Holmes Sam's been readirug your rEort. (He hasn't finished it c It's summer now and it's warm every day. d The report is not finished. and the activity is continuing.) e It's warmer than it was, but it's not warm BUT the present perfect continuous can be used to talk every day. about recent activities that are finished if there is some evidence of the recent activity. f I am still in discussions with Mr Holmes. g I'm asking what tasks you've completed on It's stopped nozu, hut it's been snowing and the roads are still aery dangerous. your'to do'list. h Jack is an expert skier. Ask him about Austria. i The report is finished. Here it is. j Jack is on holiday in Austria at the moment. t23

Working with words Business communication 1 Choose the correct words in italics. 1 A customer is callingTNC about a banking 1 Were you able to integrate the new database into / at / by the old one or did you have to start from problem. Complete the dialogue with the phrases the beginning? from the list. 2 With Internet banking, you can have access for / hboywtocmanoIrhroelwp yion utimecofourldtylrocu you mean to / in your account at any time. giae me 3 The new tax laws will have a dramatic impact on / once l'ae looked into it I'll call you back for / tocompanyprofits. let me get this straight 4 \\Atrhat's the company policy in / for f on personal could you explain exactly what the problem is use of the Internet? A TNC, Customer Service. 5 We need to focus into / oaer f on our core business 72 and the activities we do best. B Hello. I'm calling about my online bank account. 5 We don't put limits in / on / at the number of calls I'm having problems completing a transaction. you make home during the working week. 62 ? 7 The restructuring brought with / for / qbout a huge B Well, I've entered the payment details to pay an change in the company culture. invoice for my holiday and the computer won't let 8 Onthisprojectwe'll becollaboratingwith / by / in me send it. colleagues in Frankfurt and Milan. - you want to 9 The whole team needs to communicatewith / into / oaer each other on a weekly basis. transfer some money but you can't? 2 Complete 1-10 with the correct form of the words B That's right. I'm trying to pay an invoice I've left it a bit late and need to pay it 4 from the list. Use each base word twice. number and the name of the account. analyse communicate consult deoelop economy 6 1 A svstems is an IT expert who looks at B Thanks. needs and designs software. (5 minutes later) 2 To solve the problem you need a clear, logical, A Hello. This is TNC. The account you're trying to approach. - he rarely talks access is a savings account and you can't use your make it very easy to online facility with that. 3 My colleague's not very I can't pay my invoice to the rest of us. online with that account? 4 Modern forms of A That's correct. You can transfer money into your stay in touch. 5 With the fall in turnover this year, we need to find current account and then pay the invoice. wavs to next vear. B aIf i do that, will the invoice be paid 4eadline 6 There are a group of who are interested tomorrow? in buying the land and building new houses on it. 2 Correct the one mistake in each sentence 1 What can I do you for? 7 An outside asencv has oreoared a document to suggest solutions to our current communication problems. 8 The charity Mercy Ships often uses 2 If I understand you right, you received the wrong Dr Arras, who specialize in trauma surgery. items. 9 Most don't seem very optimistic about this recession ending anytime soon. 3 I'll look under it straightaway. 10 Recent in broadband speeds have made online meetings the norm. 4 We need the goods in time to the training day. 5 Once I've found your order, I'11 get you back. 6 It should be by Friday by the latest,

MAR ENcE Language at work 1 Rewrite 1-10 with the particle in brackets in the Phrasa! verb word order correct position. In three sentences, there are two A phrasal verb is a verb + a particle (a preposition or possible positions. an adverb). You can use the same verb with different particles which changes the meaning. 1 Please call him straightaway. (back) Can you look up his number? (= research/find) Dlonco nnll h;% hn.L Laok out! Thst box is going to fall on your head. 2 Can you look this report for me? (over) (= bezuare / be careful) Please look afier the aisitors. (= talu care of) 3 Please drop the package before lunchtime. (off) Intransitive phrasal verbs 4 She called me for a quick chat. (over) Some phrasal verbs are intransitive, meaning they are 5 I'm just showing these people the factory. (round) not followed by an object: 6 Have you given smoking yet? (up) What time do you normally get up? Please speak up. I can't lrcar you. 7 He's out of the office, but I can put you to his We probably eat out about twice a month. voicemail. (through) Transitive phrasal verbs 8 I don't think we managed to get our main message. Most phrasal verbs are transitive, meaning they are followed bv an obiect: (across) I deal with clients froru all oaer the world. 9 They've looked the spreadsheet in detail. (through) Can you reqd the number back to me7 10 I wouldn't count them agreeing to that price. (on) Let me write downypaupfltgdjdsli. 2 Replace the phrases in italics in 1-9 with a phrasal Separable phrasal verbs verb from the list. Change the form of the verb or add any exka words if necessary. 1 For transitive separable phrasal verbs, the object count on readback set up loy off come across as can go before or after the particle, with no change in put off carry out hang up weigh up 1 Could you repeat your telephone number? meaning: 2 At the interview he gaae the impression o/someone Let's out off the decision for a month who has a problem with authority. Let's out tlrc decision off {or a nnntlt. 3 They've postponed lf for another week. 2 For some separable phrasal verbs, the object can 4 Put the phone down and try calling again. only go between the main verb and the particle: After three hours, we finally talked the client round to 5 They've made 3))peopleredundant signing the deal. 6 The two brothers started the family business in (NOT: ... ue finally talked round the client ...) 1959. 3 When the object is a pronoun, the obiect can only go 7 We should compare both sides of the argument at between the main verb and the particle. Let's put it off for a month. this point of the meeting. (NOT: Let's put off it for a month) Inseparable phrasal verbs 8 Is there a good reason why you didn'tfollow my With transitive inseparable phrasal verbs, the object can only go after the particle: ilstructions? Don't count on Michael for anq help. 9 I wouldn't rely on them for any help if I were you. (NOT: Don't count Michael on t'or any help.) 725

Working with words Business communication 1 Read definitions 1-8 and complete the puzzle. 1 Dermot is explaining the proposed changes in production to worker representatives. Complete his presentation with the phrases from the list. towe're calling on you you may be wondering as you all know starting from February next year Iet's digress for a moment and towe are fairly certain eaeryone we'd like to assure you I'd like to pass this point oaer Dermot going to diversify into manufacturing energy 2 1 Show you agree with something. be producing our new brand called Boost. 2 Respond to something someone says or does. that sufficient training 3 Produce a change in someone or something. 4 Do something in the way you used to do it. will be given to everyone involved in this new 5 Succeed in doing something. prod uct and 4 at this as a positive move. Training will take 6 Make something start to happen. 7 Keep something going at the same level. place for everyone from October onwards and 8 Stop something from happening. 5 will have trained by 2 Mut\"h the adjectives from the list to statements the end of the vear. 6 1-8 describing how each person is feeling about a wsehvyerwaler'reeasmonosvisnog7in-to energy drinks. There are proposed change at work. Xavier from Sales and Marketing. He can show you ambiaalent critical anxieas receptioe concerned some interesting statistics. enthusiastic optimistic hostile Xavier Thanks, Dermot. I have a market survey here which compares the sales of soft drinks 1 'It's very worrying. How will it affect me? I felt Europe. The figures are quite revealing, so much safer with the old system.' He is anxious 8 look at these in detail. Over the last five years ... about the change. 2 Or\" of the worker representatives presents the 2 'This is the most ridiculous idea I've ever heard, changes from the presentation in 1 to production and I will not tolerate it.' She is _ to the staff. Put the words initalics in the correct order to idea. complete 1-6. 3 'I think there are some problems with the idea. The 1. ftom / starting / learning / month / we'll / next / be finances haven't been worked out properly, and the implications for the staff haven't been examined fully.' He is of the idea how the new drink will be produced. 4 'I like the idea of the extra free time at weekends, 2 aware / well / your / regarding / we're / of / but I don't like the idea of starting earlier in the concerns mornine.' She is about the idea. 5 'This sounds like quite an interesting idea - I'd like new technology. to hear more about it.' He is to tl-re idea. /3 next / weeks / the / few / oaer / be / we'll 6 'I think that it will work out well and will improve nominating our working conditions.' She is about the change. some of you to become trainers. 7 'Some of these proposals worry me - I'm not sure 4 also / introduce / proposing / zue're / to they've been properly thought through.' He is about the proposals. shift work. 8 'This is going to be absolutely fantastic - I just can't 5 Veronikn / now / will / deal / with wait.' She is about the change. - remuneration ... 6 be / this / we'll / month / later / recruiting five new workers. t26

Practice file I Unit 11 Language at work Future continuous 1 Complete A and B with the future continuous or Use the future continuous (will be + -ing) to talk about future perfect form of the verbs in brackets. 1 activities that will be in progress (and unfinished) at A We're starting our consultation process a certain time in the future t,oday, and over the next few weeks, we (talk) to vJ ou I can't see you at 11.00 on Monday because l'll be individually about how you feel about the aisiting the factory. chanees. We 2 2 repeated or continuous activities over a period of (finish) our research by the end of March. time, often with the prepositions for anduntil n- ,3During the first two weeks in April, we l'll be meetirug Matthew regularly until the project is (analyse) the findings. finished. (repeated many times in the future) We'llbe lizting in Osaknfor 6 months. w\" r,iruiirr,l (continuous over a period of time) report with the mdn co-nclusions by May at 3 activities that are part of a future programme 5th-e latest. During the consultation period, we Welcome to the course. Ouer the next few weeks, (also / hold) a series of zoe'llbe looking at methods for making marketing more ffictiue, and we'll be discussing neu uays of 6me-etings to debate the issues, and senior managers reaching customers. (give) a range of Future perfect presentations on the key topics. 1 Use the future perfect (will haue + past participle) to B It's proving very hard to arrange a meeting with talk about an action that will be completed before a point of time in the future. Mr Sanchez next week. You can't do Monday because youT-(not A How's the report? / B lt's going well. l'll haoe finished it by Friday. agree) a price with jenny by then - you need this 2 The prepositions by ot before are normally used with for your meeting with Mr Sanchez. He can't do the future perfect. The negative future perfect + Tuesday because he 8 until is also common. (visit) his suppliers. Wednesday's no good because I won't haae finished the report until Friday. you 9 (attend) that Probability 1 Use may andmigltt to suggest some uncertainty. e1x0h-ibition in Paris. Thursday's out because you I may come to the party. Then again,l might not.lt (not / get back) from depends on how l'm feeling. Paris by 12.00 - the only time he's free. 2 Adverbs llke probably and definitely give a clear 2 Rewrite 1-8 using the words in brackets. 1 She'Il definitely be unhappy about these proposals. indication of how probable we think something is. (bound) l'll definitely come to the meeting. (certain) l'll probably come to the meeting. (t:ery likely) She's bound to be unhappy about these proposals. In positive sentences, the adverb usually comes 2 To be honest, I'm unlikely to get the job. (probably) after will (l'll definitely be there).In negative sentences, the adverb usually comes beforc won't 3 They may very well cancel the whole order. (l definitelv wan't be late). (quite likely) 3 Adjective structures like is certain to, is sure to, is 4 There will almost certainly be some changes in the bound to, is (pretty) likely to, is (highly) unlikely to + infinitive can also be used to indicate degrees of final design. (certain) probability. 5 They probably won't accept these terms. (unlikely) We won't wait for lohn. He's bound to be late. I think out application is unlikely to be successful. 6 I think there's a chance I'll be offered a promotion. (might) 7 There's a chance we will face some opposition to these changes. (may) 8 If this goes ahead, there are bound to be some job losses. (definitely) 1,27

Working with words Busi ness comm u nication 1 Complete the text with the words from the list. 1 Choose the correct word in italics in1-7. 1 Roughly spoken / speak / speaking,by2020 itwillbe gather behaoiour age drfuen upby 25%. demographics analytics history 2 Accord / According / Accorded to a recent Since the beginning of the information 1 study, there has been a big increase in podcast many successful business operations have become advertising. data-2-. As a result, many new jobs have 3 So what are the facts and numbers / amounts / emerged including that of the data scientist. These are figures? people who specialize in data 3 Thev are 4 Thefinal / bottom / endltneis that user-generated highly trained professionals who love to 4 media will continue ... c5fruo-smtomsteurddvaiantsascaoonundrsutdrmiasnecsrosav.cetTriohtnihsainlcga6ns about our include everything 5 So how should we interpret / analyse / describe tlis when drop? we buy things online through to looking at the 6 Can you give us the run-down / downturn / low- of customers spread across the world. So if down on the types of advertising available? you have a love for big data, this is the job for you. 7 Ingenerally / general / generality,traditionalforms 2 Mutch 1-8 to a-h. of advertising ... 1 I'd like to make 2 n\"gir,\" asks the project manager, IJrsula, to explain 2 We monitor the _- the spending on a project. Complete 1-8 in their 3 There's been an overnight data conversation with the phrases from the list. 4 The company mustn't abuse the- ofzuhat's that in terms Stani assured us that 5 Click this box if you agree to the -privacy can we look at the figures according to 6 Do not disclose your fromapparently, figures in general - 7 This advertising camp-aign targets oaerall, things arelooking show Resina I 8 Online shopping sites have to encr-ypt for the proiect so a trust of its customers when they give p-ermission to far? 2 we are within use their data. Ursula b the users in our European markets. budget. c some recommendations based on this data. Regina Are you sure? d breach and some credit card numbers were stolen. Stani, you're spending a lot on external staff. e policy on data use. Ursula He's right. We do have a lot of contractors f online behaviour of staff using this software. working for us but the fact is, we can't make the deadline date without them. g password details to anyone. Regina I see overall h the credit card numbers of all customers. expenditure then? Ursula 5 the overspend now will be balanced out when we reach the test phase of the proiect. Regina \\A/hat do you mean? similar project Ursula 6-a in our Polish office they came in under budget because they took on specialist contractors to do the programming. This RemsienaantOtKhe, ysosa8v-ed money in the testing phase. positive, despite the over-spend? Ursula That's right.

Reporting Language at work 1 You can report what something or someone says by 1 Rewrite 1-10 as reported speectr, using the words using either direct speech or reported speech. given. Direct: She said, 'l buy rtinyl records.' 1 'The plan will not work', I said. Reported: She said (thst) she bought rtinyl records. I said 2 To report what someone said, thought or asked 2 'I don't believe in working at weekends', my boss we use reporting verbs: say, tell (someane), explain, always says. complaitt, think, zuonder, ask, want to know, etc. Mv boss alwavs savs 3 The main verb usually moves back a tense if the 3 'Can you send this letter?'he asked me. reporting verb is in the past: He asked me 'Sales are risittg.' + He said sales were rising. 4 'How long have you been waiting?' she asked me. When the reporting verb is in the past tense, the table shows the tense changes in reported speech: She asked me Direct speech Reported speech 5 'We had a great time on holiday', they said. Present simple Past simple Thev s-a.id Present continuous Past continuous Simple Past Past perfect 6 '\\A/hat do you think about the proposal?'he asked Past continuous Past perfect continuous Present perfect Past perfect her. Pres perf continuous Past perf continuous Past perfect No change He asked her _. Past perf continuous No change 7 'Alot of people are unhappy about these changes', am / is / are going to /uas zuere going to she says. -. tuould future She savs 4 Modal verbs change 8 'I haven't show-.n anyone these plans yet', he told Direct speech Reported speech me. could He told me must needed need toould 9 'Have you ever been skiing?' she asked her. She asked her _. 5 If the reporting verb is in the present tense and the 10 'I'll be back on Friday', he said. situation is still current, the tense doesn't change. 'l really like uorking here.' He tells me _. + He says he really likes wctrking here. 2 Report the information given by a project manager 6 To report Wh- questions: retain the question word, about a meeting using reported speech. but change the tense (as above) and change the subject-verb word order: 'The project is progressing well and we will probably When is lane going? finish stage one-.by the end of this week. The three + He asked rue ulrcn f ane zuas goittg. construction firms are going to begin work on the 7 To report a yes,/no question, use f or whether. stadium next week.' Has Bill spoken to you? 'We had originally budgeted for two construction firms, but the timing of the project has meant that we + He asked me if / whether Bill had spoken to me. needed to contract another so we can finish on time.' Time references The project manager ... For reported speech, the time references change: 1 said 2 ... and explained 'l'll speak to hint this tueek.' 1 He said he'd speak to him 3 He reported 4 He also told the project team lsst week. (reported the week after) but pointed out l +Common changes include: n07.0 then, todny that day, yesterday '-> the day before, this morning + that +morning, next year the followirLg ye&r.

Working with words Business communication 1 Match the adjectives from the list with statements 1 lorge and Lana are talking about doing business in 1-10. Ukraine. Put the words initalics in 1-8 in the correct hierarchical strict cautious indiaiduqlistic order. egalitarian formal liberal collectiaist open accepting Jorge I had an interesting time in Ukraine andlthe / in / end 1 'I like to make my own choices about the way I live a deal was my life.' done. 2 'My parents allowed me a lot of freedom when I Lana Was doing business there different to Creece? was voung.' Jorge Yes, very. We had a lot of misunderstanding 3 'We are all the same here - there's no separation at first.2it / because / about / came / of between bosses and workers.' our lack of knowledge 4 'l:|lly boss is a Level 1 worker, and I'm a Level 4. about negotiating in Ukraine. You're only Level 7,bfiyor'll climb the ladder Lana Sowhathappened? over time.' Jorge We met our Ukrainian colleagues and 5 'If they introduce a shift system, I'll take part - I expected to get down to business. But it seemed won't complain.' a long time before we even spoke about the 6 'I'mnot going to invest the money in shares. It's negotiation. 3that / problem / the / was / first going into a bank account where I know it'll be Lana 4so / did / do / you / what ) safe.'- 7 'I would be grateful if you would call me Mr Jones Jorge We made small talk - about our journey, rather than Barry.' our families and so on. Eventually we spoke 8 'My organization has a lot of rules that we have to about the realbusiness.Sseems / it / that obev.' relationship-building 9 'l'rnalways willing to listen to new ideas and before business is very important to them. suggestions.' Lana 6what / next / happened 10 'Team effort is more important than individual ? achievement in my company.' Jorge The Ukrainian team looked at the deal as a whole. They told us exactly what they 2 Complete 1-8 with the correct prepositions. 1 Mv last boss was sensitive required from the contract and7when / people's that / was / uncomfortable / I / felt / really. needs and treated everyone very well. I mean, we don't 2 The company I work for isn't very tolerant negotiate like that here. We do it bit by bit. individualists. Lana And then? 3 I've just read an article about Finland, so I'm Jorge stime / by / went / as informed business etiquette there. ffi ;J\"\"\"l\"iXT\"o['i\"\",,,, 4 I'm not familiar your customs, so could done and ... you explain what I'm meant to do? 5 In some cultures, it's important to be respectful 2 1rrg. continues his story from 1. Choose the correct tradition. words initalics in 1-6. 6 If you do business in this part of the world, Jorge lAt last / At first it seemed that the Ukrainians you need to be used dealing with were very direct and abrupt, but this was just bureaucracy. /their style. zvtlhat's most What's more, they said 7 When I moved to the USA I found it hard to adjust 'no'to us quite frequently, which was difficult to get used to.3lt wasn't until / lt wasn't sincelread the directness of the people there. up about the Ukrainian negotiating style that I 8 What customs do I need to be aware found out they say'no'about nine times more when I visit South Korea? often than Western negotiators! aln spite / Despite this we became quite good friends. There were a few times when it was tough and we thought we'd lost the deal. sLuckily / Happily my colleague knew that hospitality is also very important to business relationships and he invited the Ukrainian team to dinner. The idea was that it would get our relationship back on track. 6It really shocked me, but it functioned / It really surprised me, but it worked. I've certainly learnt from the experience. 130

Practice file I Unit 13 Language at work Past 1 Complete 1-8 with the past continuous, past simple or past perfect form of the verbs in brackets. 1 , were doing) is 1I (not recognize) him give background because he (change) so of a narrative. much. zuas still early. Some of When I got (wait) for the the exhibitors were their stands and others train,I quickly (call) the znere unpacking their office to leave a message for ]oe. BUT the past continuous is not used with stative verbs or when describing permanent features. 3 On my way to work this morning, the sky (be) grey and it (rain) lightly. (meet)Harry (work) for Morgan Stanley in New York. 5 \\Atrhen I (get) to the checkout, I realized that I interrupts.) (leave) my credit card I was unpacking one of the boxes for our stand when at the office. my mabile rang. 6 When they (arrive) back from their holiday, they were shocked to see lwas boxes that their apartment n0w (break) into. (jump)up, 7I Mobile rang (run) across the room and quickly (smash) the Past simple glass to set off the fire alarm. The past simple (did) is used for the main actions and 8I (notice) a couple of events in a story that happen one after the other. small mistakes while I He said I was zaantedback at the office immed.iately and ended the call. I tried to call back, but there w&s n0 (read) your report. reply. 2 Complete this story about a boat trip with the past ln the end, I packed eaerything up simple, past continuous or past perfect form of the left the verb in brackets. (do) Past perfect A few years ago, while I 1-- The past perfect (had done) is used when we are already a training course in Borneo, 12 talking about the past and want to refer to an earlier action, event or state. (go) on a boat trip with some colleagues to an island lMen I got to the station, I realized l'd left my briefcase mthoant kweayss.anWaen3im--al sanctuary - with lots of wild (arrive) at the exhibition. at about have a look at the jungle 1s (walk) along a path when I6 (see) a very large and mean-looking monkey sitting on a branch in front of me, making a rather menacing noise. I7_ because I8- (stop) now wild monkeys e--(-never / come) across before, and I (1n0ot-know) what to do. Suddenly, the monkey and 11- (jurnp) down from the tree very aggressively. I 12_ (come) towards me (turn) (run) as fast as I could, scohloleuatignugeslo1ud4ly--as I got to the beach. \\Alhen my (look) up, I 15 16_(race) towards the water (chase) and the monkey after me. I finally 17 (reach) the safety of sea and 18 (dive) (look) round, 120 (be) pleased to see that the animal 21 (disappear), but my colleagues 22 (laugh) uncontrollably. 131

Working with words Business communication 1 put the letters in the correct order to make words t Sylvie is conducting an appraisal with Julio. relating to appraisals.Then complete sentences 1-7 Complete the words 1-7 in their conversation. with the words. Sylvie So, julio, what do you consider were your 1s sadders corucstetiun sarie espxrse andzf-this year? ccdnotu tjebicoea imnoort Julio I think I've performed quite well and reached 1 If you don't performance/ you may my sales tIa'drg3eths.-And if I'd secured the Zipco contract, salesperson overlook important areas where change is essential. b 2 Always allow yourself enough time to of the month. say, we're very ah- with Sylvie Yes. I must an appraisal - don't rush things. these your achieve_ments. Are there any areas you feel 3 Could we set up a meeting to vou need to'i on? issues with the new filing procedure? ona Julio Yes. I sometimes have difficulty closing a sale. 4 During the appraisal we rate each I know my performance has been good, but I would like some help. What's the 01, 5 scale of one to five. gives us - opportunity to The weekly meeting w- to deal with apprehensive clients? an our views to the manager. Sytlavkiee.TYhoeure7aore-tqouite a few approaches you could observe some of your 6 It's important to give feedback rather than criticizing things that haven't been done colleagues and see what they do. properly. |ulio That sounds like a good idea. 7 You should the issue of equal pay at tomorrow's meeting with HR. 2 Complete the rest of their conversation by 2 Complete the text with the words from the list. correcting the mistakes in the phrases in italics. peer aalue performance tool Sylvie Yes, you need to focus on encouraging appraisals criteria form more teamw ork.lThrowback ftom the sales force 1- management is not just about carrying out has been rather poor top-down staffz-; it's about encouraging ? change and making sure everybody gets the chance Perhaps I could arrange the observation as a team- building activity. to perform to the best of their abilities. Lr this respect, Sylvie Good idea. 3can ute identification that as a 360-degree appraisal system is a really useful a personal goal for next deaelopmint3 year? a lot of time working Julio Yeah. But4we could help with some support we are going to use so that the feedback 5 from our managers, so we end up with is as comprehensive as possible. And we're given enough time for teambuilding people enjoy taking part in the Process - they quite like having the chance to make 6 judgements Sylvie OK. Now,syou delegated good interpersonal skills on their colleagues'performance; and if they are when working with clients, and we'd like to being assessed, they take it very seriously, because involve you in training new graduates in customer 7 is somehow much more honest than care. anything a boss might say. Sylvie Sounds great. But if ['d known about this earlier,6I would may not haae organized 3 Complete 1-6 with the correct preposition. so many business trips 1-rlaVItvinmganaser handed in the next few months. a feedback form to Sylvie Oh. We'll talk about dates later then. Let's turn all my colleagues. to the issue of remuneration. 2 Wego the form during the appraisal. Julio Good. TWhiIe we're talking to money can we discuss travel 3 My manager plans to carry doing expenses, too? 360-degree appraisals every year. Sylvie FImm, I suppose so 4 I usually come as very confident at work. from learning 5 I've decided to move French to learning Spanish. 5 I think I will end up a sood score at the end of my appraisal. 732

Language at work Third conditional 1- Complete 1-8 with the correct form of the verbs 1 Use the third conditional to talk about things that in brackets. Sometimes more than one answer is did not happen in the past (imagining what would have happened if things had been different). It is possible in the result clause. often used to criticize past actions or to express 1 That was a missed opportunity. If we regrets. In the f clause we talk about the imagined April, we (buy) the shares in (make)a lot past situation; in the other clause we talk about the of money. imagined past result. 2 It's just as well we took the train to the airport. We (miss) the flight if we Past situation Past result (drive), because there f + past perfect toould(n't) ha'oe + past was an accident on the motorr,rzay. participle lf Vou'd concentrated, (study)English you tootildn't lmoe made If I'd studied hardcr, the error. when I was at school, I I would haoe passed my (not need) to go to language classes now. exa1fl. 4 They called the strike off because if it (go on) for any longer, the company (shut 2 Notice how negative changes to positive and down) the factory. positive changes to negative. 5 Of course I've got my mobile. If I Real past You didn't give me the information. (not bring) it with me, I (negative) (not / talk) to you now! 6 This is all your fault. If you Imagined past: lf you'd gizten me the information. (pack) the items more (positive) (leave) an hour Real result: I made the error. (positive) Imagined result: I wouldn't haoe made the error. earlier, we (be) there by (negative) now, instead of being stuck here in this traffic jam 3 In the result clause , use might haae or could hsae to 8 I understand why you made that decision - if I talk about a less certain result. (be) in your position, lf you'd helped me, zue could haae finis'hed on time. (do) the same Mixed conditional 2 Rewrite the phrases in itqlics in 1,-7 using could hazte, Change the verb forms in conditional sentences to talk shouldhqae or mighthaae.More than one correct about an imagined past situation and present result. answer is sometimes possible. Past situation Present result 1 That wasn't a very sensible decision. You ran the risk tLtould(n't) + present f + past perfect infinitive of being dismissed. use wouldn't be in trouble If you'd dane zohat I 2 What a pity you didn't come five minutes earlier. I tuould still be working in a adoised, You haoe missed the chance of seeing Anne. supermarket. If I hadn't won the money, 3 You tDere 'wrong to speak to her like that. Perfect modals 4 I'm irritated you didn't let me know you were coming. 1 Use coild haoe, might haue and zuould hsue to talk 5 It was a mistake not to send the price list with the about something that was possible in the past but catalogue. didn't happen. 6 We're aery lucky we didn't lose the contract. -It's a good thing you didn't iruest in that compnny 7 I'm irritated that yott didn't call to say the meeting you could / might / would hsae lost eaerything. had been cancelled. 2 Could lmae and occasionally nright haae can be used to express irritation and criticism. I was expecting you at tlte meeting - you really could /might haae told ftrc you rueren't going to come. 3 Use shotLld haae to criticize what people have or haven't done. You should hsoe asked me for authorization - you shouldn't haae made the decision yourself.

Working with words Business commu nication L Complete 1-7 with the words from the list. 1 Marion is talking to her boss about taking appreciate charity hesitate perspectiae six months off to travel. Complete 1-8 in the put off tip reaitalized conversation with the correct options a-d. M It's been a lons-term 1 1 Going away for a year gave me a whole new of mine to travel on life. to Australia. 2 I really what you've done for me, so B But what about your job here? thanks. M W2 ell, I'd like to take six months off. And I'd really lt if vou could consider mv iob 3 If you any longer, the opportunity is keeoine going to slip by. open for me. 4 That was a very useful you Save me. B I'm not sure that's f3a-ir.,on your colleagues. I understand your but none of 5 I had to my trip for a couple of months M my for family reasons. colleagues have shown interest in doing something 6 I've applied for a job as a fundraiser for a similar. - B Maybe not, but I need to know more about your 7 I feel really after my six-month break plans. from the office. M Well, I've been offered a work placement for four months and then I'd like to travel. 2 putthe letters in the correct order to answer clues B Go on. 1-7.Then complete the puzzle with the answers to M The fact that I can tirnavae4l and gain experience is find the hidden word. unioue. lt's a once oooortunitv. retnetnio nthsmiseua cilypo sfto B OK. But what are the s for the company? oetdloempne ehad fof bnroade 1 After a break, people often return to work with 6 apply for a project manager position and the experience I'd gain would be renewed 7 2 skills are just as important as technical B It sounds interesting and you're showing promise qualifications. with project work. I'll need to discuss this with HR. 3 Learning a new language would help my personal M Great. Do tell them it's a 8 situation for - us all! 4 We have a very high rate, which shows 1 agoal btarget cpoint dtask that our staff are huppy. 2 a depreciate b enjoy c appreciate 5 Seeing other countries gave me the chance to d pleasure my horizons. 3 a warning b suspicions c misgivings 6 Time away from work can sometimes help people d mistrust in a new direction in their career. 4 a life b lifetime c century d blue moon 7 Car-sharing is now official company 5 awins buses cprofits dbenefits 6atowards bto cfor don 7 a priceless b valueless c precious d invaluable 3 8 a win-lose b win-win c benefiting d profit 2 putthe words in 1-5 in the correct order. 1 finish / a / ofl long-term /been / mtne / to / goal / it's / my universitycourse 2 and / points / more leadership experience / are / the / plus / skills development 3 my / this / for / from / motivation / comes / rny volunteer work / with the Red Cross 5 fair / -I've / do / hardly / never / to / overtime / that's / refused 134

MAR NCE Practice file i Unit 15 Language at work L Complete this email with the correct form of the verbs in brackets. Dear Hanno l'm wplraitninnging12- - (tell) you about what l'm (do) next year a_because it will affect you, and you may want 3 (think) about (find) a replacement for me. 5-As you know, lngrid has arranged for me (sendx) to the Seoul office 1 A number of verbs are followed by the infinitive 7_6 (oversee) the new branch out there. I originally expected (be) rather than the -mg form such as agreet arrange, away for six months. However, I would expect, hope, manage, offer, plan, prepare, promise, like 8 (explore) that part of the refuse, ffird, want, zuould like. world. I asked lngrid if she would consider We arranged to meet the following zueek. io-9 (let) me have an extended break, 2 The infinitive is also used to express purpose. and she has agreed (give) me an I'm taking a year off to trauel round the world. additional six months' unpaid leave. Verb + -ing torm or infinitive This means l'll be away for ayear, which I Some verbs can be followed by the -lng form or the 11-appreciate is not ideal for you. However, it infinitive. Sometimes there is little or no change in is very important for us (keep) meaning and sometimes there is a change in meaning. you as a clie,nt, so lngrid has suggested 1 Little or no change in meaning with verbs such as t2 (take) over the day-to-day like, loue, hate and prefer: yruonun'dinegnojofyyo1u3r -account herself. l'm sure (work) with her, I like traaelling. / I like to traael. but I thoughrt it was important 1a- They looe playing golf. / They loae to play golf. (check) that you would be happy rOort 2 Changes in meaning with verbs such as sfop, 15 (collaborate) with her. remember, forget, go on, and regret: I stopped going to the gym on tny zlay home. (l used Please let me know your feelings about this, to go to the gym 0n my u)ay home, but I gaae up the actiuity.) and contact me if there is anything you want I stopped to go to the gym 0n my lt)ay hoxte. (l was 16 (d i scuss) driaing home and stopped in order to go to the gym.) I look forward to 17- (hear) from I remember seeing Ken at the party. (I saw ltim, and I you. haae a clear memory of it.) I remembered to see Ken at the party. (l knew he Dan Irnanted to speak to me, SO went * TIP: actioe or ptassiue? 2 Match 1-8 to a-h. 1 I stopped to have a coffee _ 2 I stopped havine coffee 3 I resret to sav 4 I regret saying _ 5 I don't remember signing the cheque _ 6 I didn't remember to sign the cheque _ 7 I'll never forget sending you a birthday card _ 8 I'll never forget to send you a birthday card _ a because I didn't want to fall asleep at the wheel. b because it's in my computer's calendar. c that your application for secondment to Brussels hasn't been successful. d but I must have done, because the bill was paid. e and that's why the bank sent it back. f because I couldn't sleep if I drank it at night. g because I was stuck in the post office for hours. h I'd apply for the post in Brussels. 135

Com m u nication activities Unit 3 | Language at work, Exercise 4 Unit 5 I Working with words, Exercise 10 Student A Company X 1 Your colleague is in a project team which is converting . donated 100,000 trees to Nairobi, Kenya, to aid an old building to provide new company premises. Ask reforestation how the project is going. As your colleague is speaking, comment on what he/she says and ask additional . provides funds for a project that gives loans to farmers questions. and fishermen 2 Your company is building a new warehouse and office . established fund to promote research into conservation complex. Update your colleague, using these prompts and/or your own ideas. Use already andyet and of drinking water appropriate tirne expressions. . sponsors disabled sports in Germany . finish the main building work . have problems with some of the suppliers o committed to offering equal entrance requirements . not install the IT system . not complete electrical wiring and development opportunities to male and female . reschedule the opening date employees Unit 3 | Business communication, CompanyY Exercise 5 . failure to perform routine inspections led to corroded Student A pipelines and oil leaks 1 Read the'To do' Iist you sent to Ian and the notes you . oil spill has polluted large area of coastline . lack of attention to safety led to oil refinery explosion - have written under your tasks (M). injuries to employees 2 Begin by calling Ian. Ask Ian to update you on his . currently an investigation into whether company tasks (I). manipulated oil markets - staff bought large quantities 3 Answer his questions about your tasks. 4 Make and respond to suggestions as necessary. of company's product . committed to renewable energy: invested heavily in solar and wind power; runs a project to generate electricity from petroleum coke Unit 5 | Business communication, Exercise 8 Launch date'To do'lisl Kokua Likeabike - based in Germany . bring Anvikon merchandiee t o venue (l) Core business: selling wooden children's bikes - various models , Finalizetimetable of day wii'lh eound engineere (M) and styles Meeting with them later today. 1uggeetion: sound check night before? . made from various types of wood - environmentally{riendly, , Drief Anvikon staff about handsel sustainable product, sourced from well-managed forests demonetralion (l) . specially designed without pedals for young children t0 learn t0 , Check repliee from the press - who'e coming? (M) balance before moving on to a'real' bike Eehind schedule! 1ome invitations eent only 2 days o distributors and sales partners are worldwide ago! )uggeetion: we plan for more people than expected? Possible open day ideas: . Send Anvikon?Rmanager'e speech to MMT-Tec (l) o demo of new models . Make sure Sarah'sbriefed on everything (l I M) . tour of the factory Sug7eation: Wait till last minuie - want to give her . trip to wood source for forest management presentation . Likeabike races - challenge country against country in a race poaitive information! Make good impreaaion! on the bikes . ideas exchange - distributors share marketing ideas/strategies from each country r gala dinner

Com m u n ication activities Unit 8 I Business communication, Unit 9 | Language at work, Exercise 5 Exercise 7 Student A Pair A: Managers 1 Use the information in the table to answer your Your company is finding it difficult to keep staff - partner's questions. Say what you have been doing this week and what tasks you have/haven't done. apparently your competitor has better working conditions. Two members of staff have recently told you that they are Ongoing this Done Not done thinking of leaving. Hold a meeting with them to discuss working conditions. Find out what they want. Then decide week r Write business r Contact what you can offer them and what you are willing to compromise on. Likely areas of discussion are: . Telephone plan. solicitor about drawing up legal . flexible hours / home working insurance . Check documents. companies to get o better travel expenses quotes. availability of our proposed . more perks: fitness club membership, Iunch vouchers, r Research company name. new computer possible accounting . increased salary (this should be no higher than 1% more systems. than inflation) . Discuss o less bureaucracy in the job website with . more training for future promotion local IT company, You will lead the discussion. Make sure that you outline the situation, put forward proposals, state 2 Use these prompts to ask questions about the progress the consequences of these, bargain as necessary, and your partner has made. What two tasks has your summarize your progress. partner actually completed? Unit 8 I Language at work, Exercise 6 o contact business adviser Student A . think about business locations You are the manager in a small country office. Student B . make list of estate agents wants a temporary secondment for six months in a . find information about premises . look into transport department in a large city office - to get wider experience (and to fill in for someone on maternity leave). Say o visit any locations 'no' to the request at first, but see if you can come to an Unit 3 | Language at work, Exercise 4 agreement. Student B Student B 1 You are in a project team which is converting an old You work for Student A in a small country office. You have the chance of a temporary secondment for six months in building to provide new company premises. Update a large city office. This will help you get wider experience your colleague, using these prompts and/or your while filling in for someone on maternity leave. You are own ideas. Use already andyet and appropriate time prepared to make a lot of compromises to get Student A s expressions. agreement. . finish the first floor building work Thlk about: . have delays caused by plumbing contractors . not complete the second floor adaptations . A: the negative effects on the day-to-day running of o postpone date for roofing work office B: the positive effects in terms of learning new skills, . find good decorating firm etc. 2 Your colleague is involved in the building of a new r A: the staffing difficulties this would cause warehouse and office complex. Ask how the project is going. As your colleague is speaking, comment on what B: the solutions for the staffing problems he/she says and ask additional questions. . A: the negative effects on B's ability to do the job when B refurns B: the positive effects of the secondment in terms of personal development and experience o A: the impracticality of a long transfer as opposed to a two-week secondment B: the impracticality of a two-week secondment as opposed to a long transfer o A: the possibility of a salary reduction after the secondment B: the possibility of a salary increase after the secondment o A: other outcomes if the secondment was approved B: other outcomes if the secondment was not approved

Com m un ication activities Unit 12 I Business communication, Exercise 5 No. people surveyed Facts and figures Comments Type of people just over 4,500 ads will reach a lot of people Survey results 3-\"h (approx. 1-.) read blogs word-of-mouth advertising will read blogs once a week be useful read blogs weekly for business information 8 read weekly on technology topics growing market! pass on information or content from 70\"/\" (approx. 3,150) blogs indicate that blogs influence their purchase decisions are thinking of starting their own blogs Unit 10 I Business communication, Unit 3 | Language at work, Exercise 5 Exercise 4 1 Student A Student A 1 You are the Departmental Adrninistrator and receive a You were unexpectedly called away from the office and call from the Sales Department. left a list of tasks for your colleague to do. It is now 4 p.-. Action to promise: look into problem / call back and you are back in the office. Ask your colleague about the tasks on the'To do'list. tomorrow Student B 2 You work in the Customer Services Department and Decide which two tasks you have done on the'To do' phone the Travel and Logistics Department. list, when they were done and what exactly you did. Decide which two tasks you haven't done and think of an Problem: a customer needs its goods earlier than explanation why. expected. Further information: a loyal customer has asked if their 2 goods can be sent a week earlier - is this possible? Student B Deadline: need to let the customer know by tomorrow Your colleague has asked you to attend a con-ference in afternoon at the latest Madrid on his/her behalf. This moming you gave your PA a list of things to organize for the trip. It is now 4 p.m. Ask your PA about the tasks on the 'To do' list. Student A Decide which two tasks you have done on the'To do' list, when they were done and what exactly you did. Decide which two tasks you haven't done and think of an explanation why.

Communication activities Unit 8 | Business communication, ESFPs are enthusiastic, and are excited by new activities and new relationships. They care about people and like Exercise 7 to give practical help. They are energetic and adaptable, preferring to experience and accept life rather than Pair B: Employees judge or organize it. Your company is finding it difficult to keep staff - its ESTJs need to analyse and order the world of events, competitor has better working conditions. You have people and things. They work hard to complete tasks so spoken to your managers about leaving to join the they can move on to the next. They are pragmatic, take competition. You don't really want to change jobs, but the their work seriously and believe others should as well. offer is very attractive. Your managers have invited you to ESTPs are enthusiastic, and are excited by new activities a meeting to discuss whether they can improve working and challenges. They are logical and analytical, with conditions. The areas that the competitor has made an innate sense of how things work. They are energetic attractive to you are: and adaptable, preferring to experience and accept life rather than judge or organize it. . flexible hours / home working INFJs are interested in their inner world of possibilities. o better travel expenses Insight is very important, and they care for people and relationships. They are interested in creative expression, . more perks: fitness club membership, lunch vouchers, spirituality and human development, and like to use their ideas to help people resolve things. new computer INFPs are caring and idealistic, both in relationships with . increased salary people and in projects they see as important. They are . less bureaucracy in the job skilled communicators, and like ideas that can develop . more training for future promotion human potential. They are adaptable and have concem for possibiLities. Discuss these with your managers and see if they can improve your working conditions. Decide which points INTJs are interested in their inner world of possibilities. are important to you and what you want the company to They think systemically and logically, and need to offer. Be ready with some proposals and be prepared to demonstrate competence in their areas of interest. They bargain. are insightful and will work hard to make their visions into realities. Unit 6l Working with words, Exercise 6 INTPs want to make sense of the world and are creative. You will have four letters: E or I, S or N, T or F, ] or P. They are logical, analytical, and detached; they Find your corresponding four-letter combination in the naturally question ideas. They don't need to control or order the outer world, and are very flexible and alphabetical list: adaptable. ENFIs care about people and seek peaceful relationships. They are expressive, warm and infuitive, and enjoy ISFJs feel responsible for doing what needs to be done. helping others develop their potential. They like to They are pragmatic. They are realistic and organized, organize the world around them, and get things done. and thorough in completing tasks. They are warm, caring and dependable; they take their work seriously ENFPs are excited by anything new - ideas, people, or and believe others should as well. activities. They have a deep concern for people, being ISFPs care deeply for living things, and can be playful especially interested in possibilities for people. They and adventurous. They are practical and prefer action are energetic, enthusiastic, and lead spontaneous and to words. Their warmth and concern are generally not adaptable lives. expressed openly. They are adaptable, realistic and ENTIs need to analyse and bring into logical order the spontaneous. outer world of events, people and things. They are natural leaders who like to plan. They are intuitive and ISTJs feel responsible for doing what needs to be done. can think in abstract terms. They are realistic, well-organized and thorough. Being logical pragmatists, they make decisions based on ENTPs are excited by anything new - ideas, people or experience. They are committed to people and the organizations they work for; they take their work activities. They look for patterns and need to analyse, seriously and believe others should as well. understand and know the nature of things. They are energetic, enthusiastic, and lead spontaneous and ISTPs are logical and realistic, and natural trouble- adaptable lives. shooters. They are quiet, analytical, and can appear detached and pragmatic. However, they like variety and ESFJs care about people and seek peaceful relationships. excitement, and have a spontaneous, playful side. They like to organize the world around them and get things done. They are pragmatic, take their work seriously and believe others should as well.

Audio scripts Presenter So is most of your work to do with translating websites from 1.3 English? Sean Hello, Sean McFee. Zhifu No, not really, although we do get a lot of Westem companies Catherine Hello, this is Catherine, Ivan Formanek's assistant. I'm who want to break into Asian markets. The problem is ... they think calling about the meeting on Tuesday the 13th. they can just come along and translate their website, just like that . . . But really that's a very expensive and ineffective way of doing things. Sean Oh, right. Thanks. I wanted to speak to you about that. I'm Presenter There's more to it than that? actually going to be in Prague already as I've arranged to meet some Zhifu Yes. And to be honest, it's quite arrogant to think you carr create a favourable impression and attract a lot of customers without really other clients on the Monday. trying. To start with, customers are still wary ... Catherine OK. Presenter \\Atrat . .. of newcomers? Or of the technology? Sean Can you tell me how I get to Simply Speaking? Is it best by taxi Zhifu Both. You have to work hard to show that you are trustworthy and to make customers feel confident in your comPany. or public transport? Catherine Public transport's fine. Let me know where you're staying Presenter Yes, but that's not a particularly Asian phenomenon, is lt? I and I'11 email you a map and directions from your hotel. mean, if you have a website with spelling mistakes, people are bound Sean Thanks. Another thing I wanted to check ... How long are to be suspicious, aren't they? you scheduling the meeting for? There's a train that leaves at three o'clock. Will I have tirne to catch that one or should I take a Zhifu That's right, but iust like in traditional advertising, some things later one? Catherine We'lI be finished by 2.00 at the latest ... It only takes are more effective in some cultures than others. 20 minutes to get to the station, so you'll have plenty of time. Presenter So you're saying a localized website would need to be Sean Thanks. I'll probably take a taxi to the station to be sure. Catherine OK. When you arrive at the company, give your name to genuinely different in some way? Reception and they'll send you up to us on the fiJth floor. And let me know if you need a taxi and I'll book one for you. Zhifu Yes. In the West, the websites have a lot of words - Iots of facts Sean That's very kind. Thanks a lot. and figures, they're often quite complex. But here, the websites that 1.4 work best are simple and functional .. . in the same way that many Asian cultures prefer offices that are modest rather than ostentatious. 1 Presenter A case of less is more? A Let me take your name and number and I'll let you know when we're Zhifu Yes, exactly. And you have to understand the local culture. For having another exhibition. example, here in China, when people go shopping online, they like B That's great. Thanks. Here's my card. sites where they can bargain and make a deal, because that's what they like to do in real life. 2 Presenter So a website like that would need a lot more than just A Can I have Suzy's number and email address? I want to invite her to tralslating. You rnight have to rebuild the whole site. the next training day. Zhifu That's right. For reaily successful website localization, you have B Sure. They're in my phone, so I'li send you her contact details by text. to start the process from the beginning, taking all these cultural things into account ... not,ust translate the words and hope for the best. Is that OK? A Yeah, fine. That way I'11 have your new mobile number, too. 1.2 J Ivan Ivan Formanek. How can I help you? Sean Hello, Ivan. This is Sean McFee. I'm calling about the email I sent A It was great meeting you again. Let's get together again next month. I have an email address for you but I'm not sure if it's current. you regarding your new website. Ivan Oh, hello. Yes, I remember. Thanks for responding so quickly. B No, you've probably got my old one. But I've got yours so it's Sean No problem. I wondered if you'd had time to look through the probably easiest if I email you when I get back to the office. portfolio I sent. A OK, great. Ivan Yes, I have. Your work looks very interesting. Sean What exactly do you want to do? Do you want to change the 1. whole site or just update parts of it? Claudia My job involves visiting different hotels to sell various ranges Ivan Well, we're currently updating our corporate image, which means of soap, shampoo and other toi-letries for their guests. My sales territory covers the whole of Germany and Austria. I love my iob. I redesigning the iogo, the brochures and the website. We've already done some of this in-house, but we need help with the website in get a iot of fulfilment from meeting new people, and from the travel - particular. I can't imagine being stuck in the same place all the time. I also value Sean Well, I could certainly help you with that. the autonomy the job gives me - I have to report to my manager Ivan Great. I suggest we meet to discuss things further. I have to be once a week, but apart from that, I'm responsible for all day-to-day decisions and organization. Because I'm on the road so much of the honest, though. You aren't the only designer we're talking to. time, I'm provided with the essential benefits like a BlackBerry@ and Sean I understand. When would you like to meet? a laptop, and a company car, of course. I get quite a good basic sa1ary Ivan Welt ... I go to Berlin once a month to interPret for a client of but what is also very important for me is the amount I can eam in ours - I'm covering for a colleague who's on maternity leave. In fact, commission - I get 15% of everything I sell and there's no upper limit I'm leaving the day after tomorrow, but we can meet when I get back. - and that's a big incentive for me because I'm one of the top-selling Sean Fine, whatever's best for you. sales peopie. My company are very generous with rewards, too . '. Ivan Let's say, provisionaily, Tuesday the 13th at eleven o'clock and I'1I you know, merchandise, vouchers, social events. I do think these help get my assistant to call you later today to confirm. You'll be travelling me to do my job better - it's nice to be acknowledged and recognized in from Krakow, won't you? Sean That's right. for my achievements. Ivan It might be best to discuss travel arrangements with my assistant then. Her name is Catherine, by the way. Sean Fine. Well, thanks for your time. Ivan You're welcome. See you in a couple of weeks.

Audio scripts 2.2-2.3 u Conversation 3 Sumitra Hi, I'm Sumitra, based in the UK. Peter Every montlL we have a sales competition with lots of prizes, Krishnan Hello,I'm Krishnan. Sorry, where are you from originally? and each dealership has to send in figures for the month to Head Sumitra Well, my parents live in Calcutta. I was bom there, but I've Office - you know, to show them how well we're doing - and then, if moved around a lot. Krishnan You are from Calcutta? No! Thafls amazingl My parents are you've met your targets, you get reward vouchers for things like .. . I don't know, a hot-airballoon trip or a spa treatment, or something from lndia - in fact, they are there now visiting relatives. ... and I usually give these to someone on my sales team, whoever Sumika What a coincidence! Where do they come from? deserves them. I think it works well - it motivates them - but the Krishnan From Bhiwandi - near Mumbai. real value of prizes is that it helps to make people feel appreciated. Sumitra Bhiwandi .. - kn't it famous for its textile industry? Positive feedback and praise are very important, they do a lot for Krishnan That's right, yes ... So have you spent much time in tndia job satisfaction. Managers like myself don't get monthly prizes. The real incentive for us is that, if we make the grade, we get invited recently...? on a special trip once a ye;u. It really makes you feel positive about working for the company, you feel valued ... like an important Conversation 4 member of the team. Last yea4, it was a week in Africa and a chance Adam Good evening,Adriana. I thought I might see you- Back for to climb Mount Kilimanjaro, and that's something I'll never forget. The company also thinks that developmerrt is important for staff another company event? morale, so there are lots of opportunities for training, not iust staff development but non-professional training like horticulture or Adriana Oh, Adam - how lovely to see you here. I heard you werm't painting. That's a popular bmefit of the iob, but one of the biggest coming. perks is the very generous staff discount we get on all our models - Adam Really? 14/ho told you? Adriana Um, I can't remember-but anyway, how are things? and when you're talking about a new car, you're talking about a lot of money. Adam Oh, Adriana - where should I begin? I iniured my leg in January in a skiing accident. The doctor told me to take it easy. But how could 3 I rest, with my job? Then I got flu, but we were organizing a huge Macie There are a lot of popular misconceptions about this job ... you trade fair at the time so I had to keep going .. . know? I mean, people seem to think you get to travel all over the Adriana Olu oh dear... place and see different countries every week. But that's only true Adam ... then I had problems at home with my daughter, she's fifteen, on long-haul flights . .. most of the time it's a fast tumarotrnd, and back to checking seatbelts and serving drinks. So, on a regular basis, you know, and ... the travel really isn't that exciting. But one of the main benefits is Adriana Oh, I'm so sorry to hear that. Look, I have to go, Adam, Catch the staff discount. Me, my husband, my kids . .. even my parents . .. we get hugely reduced fares when we use the airline - and that's you later. when we can really travel and ... see the world. The salary's OK, a little below average maybe, but the compensation plan is good. 2.3 Lefs see ... it includes a profit-sharing scheme, a non-contributory pension plan .. . we have private medical insurance and there are Harry Hello. It's Adriana, isn't it? We met before dinner. incentives like aftendance rewards and on-time bonuses - so, all in Adriana That's right. You're Harry. Dinner was fantastic, wasn't it? all, yeah, it's a pretty good deal. One of the good things about the Harry Yeah, it was, yeah. company is that we do get appreciation when we do our jobs well. Adriana How are you enjoying the event? Senior management actually comes round and thanks us personally Harry Very much. It, you know, it's good to meet people from different when we've met our targets ... and that certainly gives me a sense of achievement. parts of the group. Have you been before? Adriana Yes, I have. About three years ago, in Egypt. Were you there? 2.2 Harry No, I wasn't, unfortunately. I heard it was good fun. Where are Conversation 1 you from, by the way? Harry Hello, I saw you sitting on my table at dinner, but I didn't have a Adriana I'm from Spain originally,but I'm working in Switzerland. I chance to speak to you. I'm Harry. have a two-year posting in Head Office in Geneva. Alessandro Hi. I'm Alessandro. Harry I see. Who are you working with? Harry Who did you come with? Is this your fust company event? Adriana With the European HR team. I work with Ulrika Thomson. Alessandro Yes. Harry No! What a coinciderce! I know her very well. We joined the Harry Well, I'm sure you'll have a great weekerrd. Have you seen the company on the same day. It's a shame she couldn't be here. Say hello programme? to her for me, won't you? Alessandro No,notyet. Adriana Of course I will. Harry Oh. Well, it looks very entertaining. I think there are some left at Harry So ... um ... what are you working on? Adriana Er ... right now, we're trying to harmonize remuneration the information desk, Are you, um, here with colleagues? packages across the group. I'm working on pension plans and other Alessandro No- savings schemes. What about you? Don't you live in Italy? Harry Well, you'll soon get to know people. So, um, would you like Harry Yes, I do. In Milan. I work in R&D, but I'm thinking of moving. Adriana Really? Can I ask where? another drink? Harry Well, I'd like to stay in Italy but maybe move within the group. Alessandro No, I'm fine, thanks. I'm thinking of talking to HR, actually. Apparently they're interested Harry Well, it's been nice talking to you ... ern . .. Alessandro. You in people who've worked in different divisions .. . Adriana That sounds interesting. ln fact, I'm coming to Milan in a don't mind if I go and get myseH a coffee? See you later. couple of weeks. Would you like to meet up and talk some more? Harry Yes, I would. Thanks very much. Do you know Milan? Conversation 2 Adriana No, not really. I've just been there for meetings. Paolo Hi, I don't think we've met. I'm Paolo from Napoli - I work for Hary Well, I'd be delighted to show you around. one of the company's suppliers. Sonia Hi, nice to meet you. I'm Sonia ... from France. Adriana Thank you. That would be very nice. Paolo Nice to meet you. Harry Good. So do you actually live in Geneva ...? Sonia So ... I've heard that Naples is becoming very popular for foreign investors - is that true? Paolo Well, Sonia, it's interesting that you say that because ... t4t

2.4 Ian I don't think that would help us meet our current deadlines. We could keep the same battery but not mention its lifespan. 1 Sarah That's possible, but our reputation is at stake here. Oh, nol Is that the time? My parking ticket runs out in five minutes. Can Michelle Yes, and if the project fails we have no chance of becoming we continue talking later? t market leader! Sorry, but I promised to meet someone in ten minutes. But I'11 come back Ian OK. Why don't we wait and see what the technicians suggest and when I've seen them. Catch you later. in the meantime move the launch date? 3 Michelle That's not an ideal solution. It means cancelling the printers, I'm going to get some food. I missed lunch because of a conference call. the caterers, the advertising ... So see you later. Sarah Do we have any other options? Ian Well, using a different phone for the launch would be my proposal. 4 Is that James over there? Excuse me, I really must go and speak to him. We could use the \\?20: it's new, cheap, but not as hi-tech. Michelle I'm not convinced. The whole idea of this project was to offer 5 a hi-tech phone and services at an attractive price. Look, I have a meeting now. But it ends at five, so perhaps we can Sarah Yes. If you ask me, we should look at what we can reschedule. continue our conversation then? Michelle Otr, I suppose so. Part 1 3.3 Sarah ... OK, I sent you a proposed agenda yesterday. Have you had a 1 chance to look at it? A And I think you'll need one more person on your team as it's quite Ian Yes, it looks fine. a big job. I think we can divide Peter's time between his current work on the Lansdown contract and working with you. And when Sarah So, the purpose of today is to update each other on progress and Lansdown finishes, he can work with you fuil-tirne. consider anything that might affect our schedule. B Are you sure that's the best way forward? They still have another Ian OK. three months left on that project. To meet these deadlines I'11 need Sarah So, Michelle, why don't you start? How are things with the someone who is 100% dedicated from now on. marketing department? 2 Michelle Up to now, the launch date has been set for the 15th of A Well, we are about a month behind, but we've been unlucky for November, to capfure the Chrishnas trade - this mears we must meet various reasons. I'm sure we can make up the time with a bit of overtime here and there. our deadlines. Sarah Good point. So how's the advertising campaign coming along? B Is that really the case? According to these dates you are more like six Michelle That's fine. We've set a realistic schedule and planned in a bit weeks behind. And we're already paying a lot of overtime on this project. of extra time in case the printing takes longer than expected. Sarah Great. And how far are you with preparations for the launch J party? A So you can see from these forecasts that the final costs would in fact Michelle Our events manager says we're on track. He booked the be lower than we previously predicted. venue two weeks ago and I've already received offers from various B Sorry, but I'm not sure I agree. The previous figures allowed for catering companies. I haven't made a final choice yet, but most of changes in the exchange rate. Civen that we're buying the steel from them are well within our budget. China we need to be realistic. Sarah That sounds good, Michelle, thanks. So, how does your side of things look, Ian? Bridges to Prosperity is an organization which works on projects in Ian Well, actually, things aren't rururing as smoothly as I'd hoped. regions of the developing world where walking is the main form of We've hit a problem with the handset battery life. tralsportation. Surprisingly, many people in these parts of the world Sarah OK .. . so what do you mean exactly? don't have access to healthcare, education and ma:rkets simply because Ian WeIl, in some cases, the battery can run out in six hours if its key they can't get across rivers. So Bridges to Prosperity has come up with features are in permanent use. the practical solution of not only building bridges, but also setting up Michelle So what you're saying is we're about to launch a new educational prograrnmes that teach people how to build their own revolutionary low cost mobile phone and its battery only lasts six footbridges. The key concept behind every new project is that it doesn't hoursl? require cutting-edge technology with a large carbon footprint, but Ian Well, obviously, that's an extreme case, but the engineers haae instead it only uses low cost locally-sourced materials. Projects [ke this identified that there is a basic design problem with the battery. bring about real improvements for everyone. The bridges mean people Sarah So the real problem lies with the battery manufacturers? can buy and sell locally-produced goods, children can go to school, and Ian Yes. doctors and nurses can travel to every part of the region - on foot. Michelle But, Ian, what about our deadlines? Can this problem be resolved? Many of us take Iighting for granted, but in some parts of the world Ian Well, our engineers are looking into it and if it's fixable, they'll do it, Iighting is a luxury. So a few years ago, Greenlight Planet came up but they'll need time. We may have to reschedule. with the innovative idea of bringing affordable and safe lighting to Michelle But we can't postpone the Iaunch at this stage! There must be developing countries. It got round the problem of no access to electricity something you can do. by developing a solar-powered lamp which was safe and reliable. Since Sarah Are there any altematives? then it has sold 5 million lighting products across 54 countries and Ian Well, I've got some suggestions, but you may not like them. provided electric light to millions of people for the first time. As well as revolutionizing access to lighting, Greenlight Planet has also taken an Sarah Ian, you've put us in a difficult position - why don't we get innovative approach to selling the lamp. On the one hand, it has to be a commercially-viable propositioo but on the other, the lamps must be another coffee and then we'Il look at our options? affordable. ln order to achieve this, the company has brought the cost down as low as possible and also allows local communities to pay off 3.2 the cost in small monthiy instalments. Parl2 Sarah The battery problem has to be resolved; otherwise the whole project is in trouble - that's how I see it. Michelle Is that really the case? How about finding another battery supplier?

4.2 4.5 Part 1 Richard So to sum up, Boatnet is a specialist Intemet service provider Shireen First of all, I'd like to thank you for inviting me here today. We that provides wireless Intemet access at all the major marinas in the country. From the start, I could see that there was definitely a market. really appreciate this opportunity to work with you. What I'd like Boat owners want to be able to access the lntemet to get information to do in this presentation is three things. First, I'11 give you a brief about the weather and sea conditions, as well as sending and overview of the new DiScan product. Then I'll talk about some of the receiving email. In the past, they could only do this on land because advantages for your company. After that, I'd like to show you a short the technology wasn't in place. At the moment, in most parts of the video so that you can see the system in operation. And after that, you world, you still can't access the Intemet from your boat without the can ask me any questions. Does that sound OK? right technology. From now on, our subscribers will be able to access the Intemet from their boats for a basic monthly fee. We set up a very . .. OK. We call this new system the DiScan2. Basically, DiScan2 successful pilot project in three mainas last year, so we were able to is a state-of-the-art security system based on iris recognition. Iris test the system extensively and we know it works. We've done a lot of recognition is part of the next generation in security and is already research and we can offer the service for €25 a month - that's less than used in government security. Now Securikey is able to make this €40. We'd like to be able to increase this in the future. technology available to commercial businesses and organizations. fason My name's Jason Black. It's an interesting idea. Have you been How does it work? Well, it's a pretty simple concept. Employees able to get any sort of protection for it? are identified by the unique pattems in the iris of their eye. So that Richard Well, of course, we couldn't get a patent or anything like when you look at a camera, the system scans your iris and matches it that because it's not new technology, but we have been able to get exclusive contracts in all the major marinas in the country. to a central database .. . Jason And how long are these conffacts? 4.3 Richard Sevenyears. Jason So other companies won't be able to compete with you for the Part2 Shireen OK, let's look at what DiScar2 has to offer. There are two next seven years? Richard That's right. main benefits of using DiScan2 - enhanced secudry and increased Interviewer ... and now on to business. And we have with us in the flexibility. studio Shamsul Aziz from Carno Oil and Gas Exploration who will be Why enhanced security? Well, the biggest potential benefit of iris telling us about their latest initiatives in social responsibility. Mr Aziz, isn't it dishonest to pretend that you're anything other than a big recognition is that no two people have the same iris - everyone is multinational, motivated by greed, with a reputation for ruining the environment and exploiting local people? unique. Shamsul Not at all. We take corporate social responsibility very This means that DiScan2 is extremely secure in comparison to seriously, because as a leading gas and oil exploration company, we your current system where a code is needed. You can find out know that we can have a dramatic effect on people's lives ... someone else's code, whereas you can't copy the pattems of their iris. Currently, if someone gets hold of a security code, they can go Interviewer Not necessarily a good one. any'where they want in your company. However, with the DiScan2 Shamsul If I may answer the question . .. We are proud of our iris recognition system they won't be able to do that. business ethics. Looking after our staff isn't just something we have The other major advantage of DiScan2 is its flexibility. Although it may sound radical, it's up to you how far reaching you want the suddenly discovered - it's one of our core values. We've always had secudty to be. You can decide exactly which employees have access to a strong commitment to our workforce and an ethical approach to which parts of the building - so you have complete control over who the environment ... and the communities we work in. We have a goes where. And here is another great thing about the DiScan2 - you reputation for fairness, we work hard to combat discrirnination and can not only control entry to ail parts of the building, but also control prejudice within our organization, and we are constantly improving access to your computer system. working conditions for our staff. Safety has always been at the top of Now I'd like to move on to the question of personal safety, because our agenda, but we have schemes in place for education, health and the most comrnon question I'm asked is about how it scans your training. We do take care of our people. eye... Interviewer Leaving that aside for a minute ... How can an oil company have any credibility when it claims to be environmentally 4.4 friendly? Surely that's deception ... Your industry is probably the greatest contributor to pollution that there is. Audience member 1 Thanks for your presentation. I think this is a Shamsul No. Not at all. As regards the environment, we can't say how very interesting area. I've also heard of retinal scarming. Calr you say something about the difference? people should or shouldn't use oil, but what we can do - and what we have done - is to reduce our own methane and hydrocarbon emissions Shireen Sure. Thanks for the question. With retinal scanning you use the back of the eye to check a person's identity. So it's the same idea .. . and we've made good progress. We aiso support a range of local as iris recognition and they are both reliable. However, for a retinal scan, you need to put your eye very close to the camera, whereas projects - to take just one example, we provide financial support for with an iris scan, the carnera can read your eye at a distance of about twenty centimetres. And academic studies show that we feel more turtle conservation in Bangladesh, and have done for several years. comfortable with iris scans than retinal scans. Does that answer vour Interviewer Apart from a few turtles, what do you actually do to help question? the people who are affected by your operations? Audience member 1 Yes, thank you. Shamsul One of our guiding principles is to give back to the Shireen Yes, another question? Audience member 2 Hi. I know you said it's safe, but over time is it communities where we are carrying out our operations. So, in Sangu, for example, we have established a commurtty project to really? Sureiy if the scanner looks in your eye every time you enter provide skills training for unemployed youths, and in Rajasthan we the building or log onto your computer isn't it bad for you? have undertaken health initiatives and other schemes to encourage Shireen I understand your point, but the technology was first invented sustainable livelihoods. in 1994 and since then all the medical evidence suggests that it's safe Interviewer Some people might see that as a form of bribery rather for the human eye. As I say, iris recognition is already being used in than generosity. govemment security, which demonstrates how effective it is. Shamsul I don't agree. It could be seen as cormption if all the money went to just one individual. But the support we provide, the health clinics, assistance to the air ambulance and so on, now these are things that benefit everyone, not just the people who work for us directly. Interviewer OK, well, if I can now tum to the question of ...

5.2 5.4 Part 1 1 Reporter 1 ... Will we get our itinerary in writing after this meeting or A How about ioining us for a coffee after work? B That would be nice, but can I let you know later? should we take notes? Clare We'lI email you the final itinerary once you've decided what , you'd like to see. And if you have any other questions, you can ask A Do you feel like coming to the cinema with us? our Travel Coordinator, Janet Lawson - she's coming in later on this B Sorry - I'm heading straight home tonight - it's my partner's morning to speak with you. Reporter 1 Thanks. birthday. Clare So, we're planning to show you how Hummingbird's operation works in China and some of the projects it's involved in. 3 Reporter 2 That sounds good. Clare The idea is to spend four days at one of the sites where the tea is A Would you like to go to that new pizza place for lunch? grown. This will give you the opporhrnity to taik to the locals who B \\llhy not? Sounds good. supply the company. 4 Reporter 2 So, can we interview them? Clare Yes, but we advise you to set this up directly with them and ask A I've got two tickets for the theatre next Thursday evening and was wondering if you'd like to come with me. their permission first. And of course, do be discreet and respect their B That's very nice of you, but I'm fairly sure I've got something on that privacy. night. I'11 have to check my calendar. Reporter2 Ofcourse. 5 Clare \\Aihile you're there, you'll get the opporturLity to accompany the A Some of us are playing golf this weekend. Are you interested in workers in their daily work- This will give you a real insight into their coming along? lives and how Hummingbird's teas are produced. Reporter 1 That sounds really interesting. B Thanks for the invitation, but I'm not sure I can. I'm waiting to see if Clare OK, now, the schedules. We've looked at all the options, and I have to work this weekend. I'm meeting my boss at three today to we're going to anange two dates - one in February and one in May. The February flight leaves on the 15th so we need fixed bookings find out what's happening. from you by January the 10th. The most important factor in making and irnplementing decisions is listening. I like to ask everybody I know to give me an opinion. I get Reporter 3 Can I just ask - are we returning on the 19th or 20th of different perspectives - and I listen to them. I also listen to my own intuition. I really do believe that using your intuition is the best way February? of processing and weighing up information. If I have to make a big decision, I'm never impulsive. I think about it, and I fisten to what other Clare The 20th. The trip will involve a lot of road travel and one people think. But ultimately, I listen to my intuition. I delay my decision internal flight ... until I wake up one moming and know what I'm going to do. 5.3 2 I used to think that decision-making was something you could do Part 2 Clare ... So that was the timetable. NoW I'd like to tell you a bit about logically . .. but for me, this didn't always work and I made some bad decisions. So I thought I'd try a new approach * one that takes feelings your stay. Feel free to ask any questions you may have. We'd like to more into account. So now ... particularly for the big decisions in life - invite you to watch the tea being prepared and spend a day sampling what job to take, where to live - I let my inner wisdom emerge and trust the local specialities which are produced by the cooperative in the my instincts. We don't always make strictly logical deductions. Instead, village. we rely on pattems - and on feelings associated with those patterns. So Reporter 1 That would be great. Er ... Does anyone there speak for those big decisions, you need to let pattems develop in your mind. Once you realize that your intuition is reliable, making a decision is English? quite easy. Clare On the whole, English isn't spoken so we strongly recommend 3 you stay with our guide who can interpret for you. Reporter 1 Good idea. If you have to make a decision, don't listen to your intuition. lntuition Clare On the subject of language - you're also welcome to visit a project is for people who don't want to think. OK ... it's fine for the small decisions in life, like what kind of ice cream to buy. But for the big set up to help build a new school. decisions, you need a more systematic way of thinking. Let's say you Reporter 2 That sounds really interesting. I'd like to take you uP on have to decide between two things - two applicants for a key position, two properties you're thinking about buying. You check the facts, check that. the figures, and your analysis says to pick A over B. But your intuition Clare Good ... but I should warn you it's quite a long trip. Let me know says to choose B. What do you do? Most people stick with their intuition - which is wrong. You need to delay your decision until you can work how many of you would like to do this as it would be a good idea to out why your intuition is telling you something different. That's the travel with our interpreter. whole point of analysis: to make you consider all the options - so you Reporter 2 That makes sense. We'll speak to our colleagues and let you don't make the wrong decision. know. 4 To make good decisions, you need to have confidence in your own Reporter 3 What about environmental proiects? judgement. We all make bad decisions, but the important thing is not Clare The company is supporting a charity called Tree 2000 Foundation to worry about them. As a judge, I often have to decide between the evidence of two people standing in front of me. I don't know which one and there's a reforestation scheme in one of the regions where it is being honest, but I know one of them is lying. That's when making does business. As Hummingbird Teas is just a financial backer, it decisions becomes very difficult. Even so, I never base my courtroom doesn't actively work in this field, but a visit to the site is highly decisions on my feelings or my instinct. I do itby the evidence, and by recommended. what the law tells me. Reporter 3 lVhat will we see? Clare The project managers who work on site are all professional environmentalists. They'll explain what's happening to the area and show you what the charity is doing to improve the management of the forests. I was there for the first time last month and found it fascinating. It's well worth a visit. Reporter 2 Mmm ... That's not really what I'm looking for. The feature I want to write should focus more on the people. Clare WeIl, altematively, we'd be delighted to introduce you to the team who work for Humrningbird in China. They aren't tea makers - they're employed to coordinate the business. I'm sure they have some interesting experiences they'd Iike to share. Reporter 2 That would be great - it's just the kind of thing I need. Clare OK, so let's just run through ...

6.2 1 Sinead Today, I'd like to establish where we think we can cut costs. We Paula Every day, EU companies are outsourcing business process tasks can discuss actual figures when we've considered what's possible. to emerging economies where labour costs are lower - in areas like Jens, could you start us off, please? call centres, airlines, legal processing, finance, and IT of course. The UK jobs are going to lndia, French jobs to North Africa, Spanish Jens Yes, well, if we look at the facts, we'll see that our costs for jobs are going to Latin America. Cermany is outsourcing to Central personnel are very high .. . European countries like Poland and Hungary and Scandinavia is outsourcing to the Baltic States and India. Of course outsourcing Anna Yes, but we've discussed lay-offs before. benefits these countries - by injecting money into their economies and Sinead Hang on, let's hear what Jens has to say about personnel before drlving the development of a modern communications infrastrucfure. But it also leads to significant job losses in the home countries. I we reject the topic. believe that member states of the EU need to do much more to fens You're right, Anna, but I'm not talking about reducing the number respond to such losses, which can have a big impact on communities. This is not about protectionism. But we need to develop strategies to of employees. Look at the overtime figures. They're here in black and cope with serious job losses, and to create more high-quality jobs in white, and they're costing us a lot of money. The fact is we need to the EU. keep these to a minimum to save money. Sinead Matt, what's your position on this? 2 Matt What Jens says is right. The thing is, we need to look at why we Christian I work for a Swiss financial sewices company. We fust started have so much overtime and if it's realistic to fty to reduce it. outsourcing some of our back-office work to India a couple of years ago - at a time when we were considering what cost-cutting measures Anna If we do reduce it, it'll mean dramatic savings. We could set up a we could take. Labour costs out there were actually 70% lower than in Switzerland. It's been very successful. We've been able to streamline Pro8ramme... our operation and free up resources for our core activities. We've Sinead . .. That all sounds pretty positive. Let's look into it at a country now moved two thirds of our IT work to India. We have an IP-based VPN, a Virtuai Private Network, which simplifies the operation level and discuss it again at our next meeting. Can we move on to and improves efficiency. But it's not iust about savings, or gaining a office resources? Anna, this was your point. Could you give us some competitive edge. If you look at countries like Brazil, Russia, India detail, please? and China - they're obviously very important for outsourcing, but they are also important potential markets in their own right. They're Anna Yes, what I mean is paper, office supplies, that sort of thing. I growing very very fast, and with hundreds of millions of customers, think if we look closely at what we actually use, we'li find there's a lot you can't afford to ignore them. of waste. A classic example is printing emails out on expensive copy .a PaPer. Chitra I am working in Bangalore as a customer adviser for a UK company. There are many companies coming over here nowadays, Matt So what you're getting at is monitoring the office supplies and and it's not;'ust because they can achieve lower overheads. There are a 1ot of advantages for the companies - they have 24/7 productivity, making sure we're not using too many or wasting too much? and with the extra staff, they can be much more flexible and Anna Exactly. responsive, and they can get through a higher volume of work. Jens I'm not convinced. As far as I'm concemed, we'd make hardly any Personally, there are a lot of benefits for me. It's a dream job and it has certainly improved my quality of 1ife. In the past, it was really savings compared to the personnel costs. difficult to get a well-paid job here in southern India, especially for a woman. It's not a rich part of the world. But the pay I get now is Matt The drawback is, it's quite labour intensive to keep a check on absolutely fantastic. Call centres are a growth industry in India - and this. . .. But it could be a project for one of our work experience working for a western company is a high-status job for Indian people. So if you perform well, you stand to make a lot of money, about the students. same as a junior doctor. Anna Yes, we're actually in a position ... 7.2 Sinead . .. I don't want to spend too long on this point. We should set Part 1 up the project Matt mentioned with the student - and see how it goes. Director Thank you all for coming this morning. As you know, we There are plenty of other areas we could consider. Let's turn to the are looking into the possibiiity of outsourcing our IT department next item, customer expendifure. overseas. This is being done in order to cut costs and improve efficiency. I'd like to introduce you to Sanjit Kundu, from Business Maft If you ask me, we should look carefully at client travel expenses Initiatives Bangalore, who is here to tell us about Bangalore as a possible location for outsourcing. Sanjit ... and entertainment costs. Saniit Good moming, and thank you for inviting me to your fens Absolutely. We spend far too much money on clients. The expense headquarters. Today, I'd like to give you an overview of the business potential and possibilities of Bangalore as a location for outsourcing. accounts aren't taken seriously enough . .. that's my view. As you probably know, Bangalore is situated in central southern Sinead Anna\" you've been very quiet. India - it's the capital of the state of Karnataka. So, to begin with, let's look at some general facts about the area. \\Arhat does Bangalore Anna Yes, I was just doing some calculations ... Matt is right. But I have to offer in business terms? We1l, statistics show that 10,000 companies are based in the region, and a population of nearly seven think it would be crazy to cut expense accounts. Lr my opinion, we million people ensures that there is a buoyant labour market. How should introduce tighter guidelines. well qualified is the workforce? Recent data iilustrates the fact that Sinead Good, we seem to be getting somewhere. Let's draw up some Bangalore's educational institutions have been awarded international action points on what we've discussed so far. recognition as a result of the quality of graduates being produced - 6.3 from the Indian lnstitute of Science, for example. In fact, due to the 1 dominance of a higNy-educated workforce, Bangalore is becoming the fastest growing city in Asia and has earned the nickname 'India's A What've you got on this weekend, Alex? Silicon Valley'... B Well, I'm supposed to be helping a friend move house. A Oh, poor you. 2 A What are you up to tonight? B We'l.l probably catch a movie. A Sounds good. J A Are you taking any time off in the summer? B Mmm - it depends on my colleagues and their vacations. A I see. 4 A lVhat are you doing this weekend? B We're off to Paris! A Lucky you! 5 A Anything nice planned for the weekend? B Nothing special. What about you?

7.3 I left school at 16 without any qualifications so my caleer prospects weren't particularly good, but I got on an apprenticeship scheme with Part2 the local car factory. I learnt a lot at first, but after a while it was a bit Saniit ... I've briefly looked at the background, so let's move on to monotonous. But after I completed the apprenticeship I got full-time employment, so I had job security and a decent wage. I'd worked some business facts. You will notice on this chart the breakdown of haditional industries, such as engineering, in relation to the there for almost 30 years when I was suddenly made redundant - the emergence of [T companies. Bangalore has a strong tradition of attracting engineering companies to the region as a result of company got taken over, and just like that they decided to downsize its engineering colleges. A knock-on effect of this has been the and shut our factory down. You can imagine, in a small town like ours, establishment not only of goverrunent-run companies such as when you get that many people laid off all at once, there are no job Hindustan Machine Tools, but also companies from the private sector. opportunities. I'd ljved there all my life so relocation was out of the A subsidiary of the German Robert Bosch group has been present question. I had some redundancy money, and I went for retrainingi in this region for severa-l years. lllhat's more important and exciting first on a short computer course to update my skills and increase my for our potential investors is the new emerging economy focusing employability, then a two-year course in programming, and because on IT. As I mentioned earlier, this has eamed us the name'India's of my background, I ended up as an IT consultant to manufacturing Silicon Valley' and it is easy to see why. IT is booming. Let's turn our attention to some specific facts on the IT sector. Looking at this companies - so it was a complete change of directiory but I don't regret slide, we can see it is expected that lndian IT services will continue a minute of it, and it was a lot better than being unemployed or just to grow by 25-28% annually, and Bangalore accounts for about one- third of India's software exports. And have a look at these figures: taking early refuement. more than 1,500 software and outsourcing companies - 512 of them multinationals - have offices in Bangalore, employing over 170,000 2 workers. In the first four months of this year a1one, 64 new offices I had worked for the recruitment company in Lausanne for six or were opened in the city. Subsequently, nearly 1,000 new staff are seven years. The salary was good, but after a while I started to feel being taken on every month. The job market is being fuelled by the there wasn't a lot of opportunity for advancement. I started to look tens of thousands of students in the area. many of them graduating for a change of direction, but then they announced their plans to open from the Institute of Science, which I referred to earlier - and many a new office in Geneva, so I thought about making a sideways move of them specializing in lT-related subjects. A further point to mention and relocating. I put in my request to move there, and to my surprise is that a new sector of the job market is being opened up, offering opportunities for women employees - 25% of the workforce in they replied by saying they wanted to redeploy me to the new office software companies here is now female. The effect of this is more financial independence and greater freedom for them to pursue a as its operational manager. Well, of course I said 'yes'. And to think I'd career . . . Before I go today, I'd like to leave you with some . .. er .. . some food for thought. Investment in Bangalore has resulted in been considering changing jobs! Since then the office has grown, and dramatic, positive lifestyle changes for its people. Their futures are based on my experience and working with clients, I think I've come being secured and their quality of life has been improved threefold. to understand what motivates employees to either stay with their By investing in our region, you will not only have the advantage of obtaining highly-skilled employees with a strong work ethic, but empioyer or to change jobs - and it's hardly ever about money. Often you will also ensure that our skilled workforce remains within lndia. Surely a win-win situation for us aII. it's just about ambition and job satisfaction. Sometimes they leave 7.4 because of some sort of issue with their boss. And we also work with 7 very successful women who feel there's a glass ceiling at their company, and they know they can only get on if they move elsewhere. For others, I'd like to pick up on a point you made about the language skills of your employees. How do you test their level of .. .? it's all about growth opportunities - they're looking for training and , personal developmen! but it's just not on offer in their company. First of all, I'd like to thank you for giving us such an interesting 8.2 presentation. I think everyone found it useful. One question I have is this: How long do you estimate it takes to transfer ...? Johanna Right, Dermot, this is quite a challenge! What we need to decide on today is how to put together this new team. J Dermot Yeah - it's not going to be easy. The areas we need to discuss Can I ask you to show us the slide again with the overhead estimates, are: the makeup of the new team, who would be most suitable for it, and could you talk us through them in a bit more detail? and how our current teams can manage without them. 4 Johanna OK. So, let's look at what our options are. What I propose is we simply identify who our most capable workers are and send them. I'd like to make a comment, if that's OK. Clearly there are lots of benefits to what you're proposing, but the time scales involved are very long. Dermot Yeah ... If we did that, we'd end up with two weaker teams And the forecasts don't seem to take into account the costs at our end. I back here doing all the work, and I'm not sure they'd cope. was wondering if you'd like to comment on that? Johanna It wouldn't be for very long, but maybe you're right. We can't send all our best people in case we need them here. Dermot How about we look at our team members'individual strengths and then each select three people based on this? Johanna You mean we build a team from the good workers who have other skiils we need as well? Dermot Exactly. They're going to be working together for six months so they've got to be team players. Johanna Right. I can see we'd at least have a strong team if we did that. But I've got another idea. Supposing we stretch the budget a little, why don't we take on two contract workers and use just four intemals? That'Il solve the problem - if we only have four experienced staff in the new team, we won't lose our best workers. Dermot No way! It just wouldn't work if we took on contract workers. We all know they get paid more, and that would be bad for team spirit. No. Let's try my idea of choosing our team from our existing staff - based on their strengths. |ohanna OK, I'm happy with that ...

8.3 8.5 Dermot ... So let's just summarize the situation. Taking on contract 1. workers is a no-no. And if we chose our best workers and sent them, it wor:ld be damaging to our departments because the knowledge I'll work over the weekend, provided you pay me overtime. base would be gone. So, what we've decided to do is propose staff based on their personal strengths as well as their professional 2 capabilities. Unless you fix this fault by the end of today, we won't pay the balance. Johanna Exactly. Dermot Now I've identified four possible candidates from your team J who look ideal. Supposing we included a five-year lease instead of two, would you sign the agreement today? fohanna Wait a minute, four from my team? We can't do that. If I transferred four people, I'd only have three left! I could offer you 4 three, but I'd expect tfuee from your team, too. I'll need some kind of money-back guarantee this time in case the Dermot Well, yeah, I suppose that's only fair. If you guaranteed Brett, response rate to the advert is as low as this again. I'd let you have Jamie, Pascale and Timo from my team. James I run Glasses Direct. We sell glasses and contact lenses online, at fohanna But both Jamie and Timo are straight out of school! You can't a ftaction of the price you pay if you go to a high street optician. I got the idea when I discovered the size of the mark-up on glasses. Did expect Brett to work with two trainees on something as important as you know that a pair of glasses that cost, say, 15 euros to make can this. He'd end up doing the work of three people. sell for as much as 150 euros? It's completely outrageous. Dermot But it'd be a great experience for them. So, I researched the optical market - good market research is very fohanna I don't care. It's not fair. I'11 be happy for Brett to be on important when you're starting out. I learnt about optometric testing, the team, provided you replace one of the trainees with someone how the frames are made and the lenses are cut, and it was clear there was a gap in the market. I worked out a business plan for selling experienced. discounted glasses online; it seemed like a viable idea that I could tum into a profitable business. Dermot OK. I didn't think you'd agree. I'li send Sabrina instead of My parents were absolutely fantastic - they gave me a loan to get Timo. She's had intemational experience and she's good with people, started, which meant I didn't have to raise finance by getting a bank loan or bringing in an outside investor who would want a share of too. the profits. The other people who were extremely helpful were some fohanna Good. So who have we got so far? Brett, Sabrina, Jamie and of my fellow students, who designed and set up the website for me - Pascale. That iust leaves two more from my team. How long do I I couldn't have done it without them. have? The only real problem we had was getting the manufacturers to Dermot Unless we get this list to HR before Friday, we won't be work with us - they didn't want to damage their relationship with the sending anyone - it all needs discussing again with them before big retailers. It was incredibly difficult to persuade them, but in the contracts are drawn up. end we managed to get them on board. lohanna Right. Let's get this done now. I need to find two more people. The other challenge was marketing. We're an online business so it's Dermot Provided one of them has got some experience, the other one really hard to compete with everyone else out there. One way to reach could be a trainee. new customers was to hold some pop-up events in cities around the fohanna Wel1, in that case, I'd like to send Lena and Marlon. country. We looked at renting empty shops on high streets, but the rents in most places were totally ridiculous. So we set up stalls in Dermot Great. I know themboth - good choice! markets and those worked well. You can't underestimate the amount Johanna So. a quick recap: if I send Brett, Lena and Marlon, you'll send of time you need to spend on this kind of marketing, but it generated interest and an initial client list. Sabrina, Jamie and Pascale. Dermot Yeah, I can live with that. A.y*uy, my advice to anyone starting out would be, if you've got fohanna Great. That sounds like a plan! a sound business model and you see a gap in the market, go for it. 8,4 9.2 I 1. A Do you have a minute? I'm doing a survey about the use of our Intranet. Did you know that a pair of glasses that cost, say, 15 euros to make can sell for as much as 150 euros? It's completely outrageous. B Yeah, sure ... I never use it! A Oh ... thanks a lot. 2 2 I researched the optical market - good market research is very important A Could you just have a quick look at my computer? The screen's gone when you're starting out. blank. 3 B Sorry I'm a bit busy right now. A Oh, well, never mind. My parents were absolutely fantastic - they gave me a loan to get J started. A Wou1d you mind checking my English in this email before I send it? 4 B Sorry, I'm just on my way to a client's. I'11 be back around three. A OK, it's not that urgent. The other people who were extremeiy helpful were some of my fellow students, who designed and set up the website for me. 4 5 A Excuse me, am I disturbing you? I need some help with the photocopier. It was incredibly difficult to persuade them, but in the end we managed to get them on board. B Give me two minutes and I'11be right with you. A Thanks. 6 5 We looked at renting empty shops on high sEeets, but the rents in most places were totally ridiculous. A Excuse me, could you spare a few minutes? B Certainly. Take a seat. A Thanks. Er, I'm not sure about these figures and I was hoping you could tell me . .. 6 A Can you give me a hand with the hoiiday roster? B Sorry no time! Email it to me and I'11 look at it later. A OK.

l .,Audio scripts 9.3-10.1 9.3 9.4 Conversation 1 1. Erik ... Hello. Nicole Is that Erik Lundberg? A Oh, I'm glad I saw you before you left. Could you do the on-call shift Erik Yes, speaking. this weekend? Nicole Erik, this is Nicole Dupont from GBF Electronics - I'm not sure B Er4, I'd love to help, but I think I'm away visiting family. Any other if you remember me. weekend would have been OK, but this one ... Erik Nicole! Hello - of course I remember you. I haven't seen you for 2 ages, though. A I know you're busy, but can I ask a favour? There's a customer with a Nicole That's right - about three years, I think. Since you left GBF, life's complaint about ... been extremely hectic. B So.ry,. You know I'd normally help, but at the moment I'm so busy. Erik So . .. What have you been doing? How's work? It's good to hear Can you ask someone else? from you. J Nicole Well, GBF have been keeping me very busy - I was promoted A I was wondering if you'd be interested in coming in on a consultancy basis to oversee a new project we have starting next month. I realize shortly after you left and for the last three months I've been it's short notice, but a full-time member of staff has y'ust handed in his commuting between France and Belgium. notice. B Well, you know I never like to say 'no' when it comes to work, but Erik Congratulations - that sounds a bit tough, though. Nicole Yes, it is and, et that's actually the reason why I'm calling. The I'm afraid I don't have any spare time at present. Maybe, try me again in a few months'time ... thing is, I'm looking for someone to work with us in our business in 9.5 Belgium - someone local so I don't have to commute. Have you made So take a look at this next slide. It shows a business model called 'The any contacts in that region? Long Tail', which was an idea created by Chris Anderson in his book Erik Well, no names come immediately to mind, but I'll certainly think of the same name. So this end of the chart shows the 'head' and it about it. Ah, just a minute. What about Natalie Hemery? She's lived represents mass-market products - you know, the kind of profitable in Brussels for years - I'm sue she'd be able to help .. . brands you see on the shelves of a bricks-and-mortar shop that sell in Conversation 2 high volumes over short periods of time. Most business entrepreneurs Xavier Jos6? Hey, what are you doing here? dream of producing something that will sell like this. However, with Joer6 Xavier! I don't believe it! Are you getting the flight to Lisbon, too? the arrival of the Intemet and the online business model, there's an Xavier Yeah, I've got a meeting there. lArhat about you? altemative approach, and that's the'long tail'shown here on this Jos6 I live there now - with my wife and kids. side. The idea is that you can offer a much wider range of products Xavier I didn't know you were marriedl When was the last hme we over long periods of time to a niche market. Take online movies for example. You might sell the latest movies on DVD from a supermarket, saw each other? but online movie sites like Netflix can offer films made years ago to many individual customers. Similarly, a company like Amazon allows Jos6 I'm not sure .. . it must have been at that college reunion . .. but customers to find specialist products that wouldn't normally be stored that was seven years ago. at a high street shop. As the demand grows for online businesses selling niche and individualized products, it's even likely that the tumover Xavier Really? Yes, I suppose so ... Anyraray, what have you been up to? from the long tail could overtake the'head'. Are you still working in the car industry? 10.1 |os6 Where should I start!? So much has happened. After the exchange programme at Birmingham University, I stayed another year and The Intemet and mobile technology have been integrated into every worked for Nissan, in their finance department. That iob took me all part of the modern workplace and digital technology has brought about over Europe and on one of my trips I met my wife, Isabella, in Lisbon. huge change. It's had a huge impact on the most sophisticated scientific After that, I got a transfer and, well, I've never looked back since! enterprise to the smallest comer shop; life on the job means you have to have access to the Internet. ln recent surveys focussing on adult What about you? Internet users and the role of digital technology on their work lives, Xavier Nothing much has changed for me, but I've worked my way up 94% of workers now use the Intemet. Key findings include the fact that email remains the number one form of communication when it comes to in my present company. Things are going well, but I'm looking to ... communicating with clients on a daily basis. That's despite predictions in the past that social media and texting might take over from email you know, branch out, maybe move on. Actually, I've been doing some as the main form of communication. Video communication tools such freelance coruulting recently, which is partly why I'm going to Lisbon. as Skype have also increased in popularity because they allow us |os6 That sounds interesting ... to collaborate with colleagues in other parts of the world on shared Xavier Well, it's all about making contacts. Hey,by the way, could proiects. Furthermore, the belief that being online provides too many you do me a favour? Could you put me in touch with a reputable workplace distractions and can have a negative effect on productivity consultancy, since you live in Lisbon now? I'm looking to collaborate was not supported by the survey. 46% of workers felt more produchve with an established firm. and onTy 7\"h felt that their productivity had fallen. Attitudes also seem Jos6 L.et's chat about that over dinner. How long are you staying? to be changing with regard to workplace policies on lntemet use. Well below 50% of the respondents said their bosses put limits on lntemet Conversation 3 usage, such as blocking access to certain websites or controlling what Stanislav Good moming, Nadia. Thank you for finding the time to employees can say or post online. That figure seems to be lower than previous results in similar surveys. meet. Nadia No problem. It's been a long time since we've been in contact, Stanislav. How's life treating you? Stanislav Well, there have been a lot of changes in the company since we last met, but I'm fine. How's business with you? Nadia Well, pretty good, actually. Our company has secured a huge contract with Mobelitec. We've also been talking to Strauz & Co. They've just gone public, so there should be money in that one. Any'way, you mentioned changes. What's been happening? Stanislav Oh, things have been tough in the insurance field. We've been directing our attention to the online market recently -.. they've taken a serious number of our customers. Nadia Oh, dear, I'm afraid that's the way things are going. Stanislav Exactly. And with that in mind, maybe I could ask you for a favour. We are looking for a collaboration with some direct insurers - you have a lot of contacts and I wondered if ... Nadia Oh ... I'm not sure. Stanislav I'd really appreciate your help. Nadia Wel1, it sounds an interesting proposal. Send me the details - here's my card - and I'll see who I know in the field. I can't promise anything, though! Stanislav No, I understand that, but thank you anyway. 148