OXFORD Business Result SECOND EDITION | Pre-intermediate Student’s Book David Grant, Jane Hudson & John HughesBusiness Result SECOND EDITION Pre-intermediate Student’s Book OXFORD UNIVERSITY PRESS David Grant, Jane Hudson & John HughesContent Introduction Coc er ar J, | Companies company Present facts, simple 2 | Contacts | Baetbies Present yourjob and continuous Contacts Q | Products & Desebing |Past simple services products and Sos 4 | Visitors Company Asking structure questions 26-31 5 | Customer Fe lljesinesraore service service G | Employment Employment Present perfect (1) Seed The 7 | Tove! Airtravel—wil/going to/present r= continuous Q | oreers Orders end The passive coliveries ey evi co Talking co Howtoask Making Make that» tlk about what somebody introductions contact! compenies do torepeat + tak about your company information + ask somebody to repeat information + introduce yourself and thers Howto Making and Do you work say phone receiving teo much? numbers and phone calls spell names, Howto show Givinga research Products deserbo company’s interest report, youcen't products and services tive without» tak about inventions + show interest in a ‘conversation + lve @ research report eee How to Welcoming The question | * talk about company confirm avistor game structure information es coche + conti information + welcome a visitor Howto Makingond The wow! ‘soften’ dealing with Awards message complaints Howto evold Evaluating Thebest__* talk about employment negative options companies procedures answers to workfor? «describe your experience ina job interview + turn a negative answer Into a positve answer + evaluate options aera Howto.ask Arranging to The travel talk about ar travel for dtections mest game erat ‘arrangements and secisons + ask for and give directions + make arrangements to meet Howto Making requests Comparing discuss payment payment methods terms10 11 12 13 14 15 eros at work ery speaking Cr Peay Contents Talking co Modat verbs (1) = obligation, necessity and permission Selling Advertsing How to Interrupt and avoid Interruption Controlling the discussion in meetings Going viral + talk about advertising «+ talk about obligation, ‘necessity and permission + interrupt and avoid being interrupted “ control the discussion in meetings ees Environment Environmental First protection conditional Entertaining |/Gsrporate///Gountabie hospitality and ‘ncountable ‘nouns Performance Fvluating Present performance perfect 2) Sth for and since Nees Green Future trends Global issues Future prelctions Time Managing time Second conditional Training Personal development fang trang ey How to ask for clarification How to ask: about food How to say ‘complex umbers, How to link ‘ideas How to use time expressions Modal verbs (2) How to give ~aiving advice positive feedback Giving a formal presentation Inviting and offering Describing trends ry Predicting and forecasting Negotiating ‘conditions. Making and responding to ‘suggestions | hip [104-105 Nudging _* talk about environmental protection + talk about probable future results + ask for clarification + give a formal presentation Hospitality of bribery? The + talk about performance Performance talk about how long and game when you have done things + say complex numbers + describe performance trends Cause + tall about global issues marketing « make predictions + link ideas together ‘+ make predictions and forecasts what happened to our free time? ‘Ambition! | « talk about personal ‘development and training + give advice + give and respond to postive feedback ‘+ make and respond to suggestions Practice files Communication activities Audio scripts Ireregular verb list (8)Introduction Welcome to Business Result Second Edition Pre-intermediate. In this book you will find: it video lessons + Practice files What's in a unit? Starting point + an introduction tothe theme ofthe unit cussion questions Working with words ‘+ reading and listening about a work-related topic ‘+ focus on key words and phrases ‘practise the new words in speaking activities Language at work + grammar presented in authentic work contexts + Language point box focuses on the key grammar points *+ practise using the language in real work situations Practically speaking + focus on an aspect of everyday communication at work + helps you to sound more natural when speaking + pratise speaking in real work situations Business communication + key expressions for authentic work contexts + improve your communication skills for meetings, presentations, socializing, and phone calls + Key expressions list in every unit Talking point ‘+ focus on interesting business topics and concepts + improve your fluency with Discussion and Tsk activities * Discussion and Task allow you to apply the topic to your ‘own area of work What's in the Communication activities? + roles and information for pair and group activities + extra speaking practice for the main sections of each unit + Communication activities + Audio scripts What's in the Viewpoint lessons? ‘The Viewpoints are video lessons, which appear after every three units. The topics of the Viewpoint lessons relate to a theme from the main units and include: ‘interviews with expert speakers. + case studies of real companies Each Viewpoint is divided into three or four sections, with a number of short video clips in each lesson. A Viewpoint lesson usually inelucles: ‘+ A focus to introduce the topic. This contains a short video showing people discussing the topic. + Key vocabulary and phrases which appear in the videos. * Main video sections which develop listening and note-taking skills, and build confidence in listening to authentic language in an authentic context. * Activities which provide speaking practice about the topic ofthe lesson, What’s in the Practice files? Written exercises to practise the key language i: ‘© Working with words + Business communication © Language at work Use the Practice files: ‘© inclass to check your understanding ‘+ out of class for extra practice or homework ‘The Practice files include a Grammar reference section with ‘more detailed explanations of the grammar from each unit. Follow the links (as shown below) to the Practice ile im each unit 9) For more exercises, go to Practice file 6 on page 116 9 For more information, go to Grammar reference on page 117Working with words | Company facts 1 Work with a partner. What do you know about these companies? Ben and Jerry’ Michelin Yahoo! — Samsung ker 2 Read this text, Match descriptions 1-5 to the companies in 1. This company provides many different Internet services, including news, online shopping and email. Most of its revenue comes from advertising on its website. Its head office is in Sunnyvale, California. This company makes tyres for cars and other vehicles. It is based in France, but it has more than 111,000 employees all over the world. tis. also well known for its red and green travel guides. It's a Swedish company and it operates in 37 countries. it specializes in low-price household products, including furniture, bathrooms and kitchens, It's a subsidiary of Unilever. The company makes ice cream and frozen yoghurt, and its main competitor is Haagen-Dazs. This company produces many different electrical and electronic products, such as TVs, computers and mobile phones. It's South Korea's. largest company and exporter. 3. Work with a partner. Which companies in 2 do you know well? Do you use any of the companies or their products? What do you think of them?Tip | Word stress To pronounce a longer word correctly, you need to know: (a) the number of syllables (b) vnhich slab has the main ‘ress of accent, company (3 syllables) 4. Complete these sentences with the words in bold from 2. 1 Some companies make or goods. or offer services. 2 Other companies 3 Ifyou ina product or service, i's your main activity 4 If you work for a company, you are an . 5 Your company is______in the town or city where it has its head office 6 Ifyou work ina your company is part of a bigger group. 7 Your company ia country where it sells or makes its products. Accompany in the same business as you is your 9 Acompany that sells its products in other countries is an 10 Your services. is the money you receive for your products or 5 How many syllables are there in the words in 4? Where is the stress? 6 Complete ths text with words from 4. Sometimes you need to change the form. cars and other vehicles. Itis a of Volkswagen (VW) Group and itis the third ‘oldest car maker in the world. I's inthe Gzech Republic, but itis a global company. It + in 103 markets and has more than 25,000 5. worldwide. Skoda ! 2 ‘Skoda has the advantages of a central European location and technology from the VW Group. For this reason, its costs are lower than many of its © and it” in cars which offer good value for money. ‘When the company started, it produced bicycles. Today, it continues to g support services to the Tour de France and ‘Tour of Britain cycle races. >) For more exercises, go to Practice file 1 on page 106. 7 Name three big companies in your country. What do they do? 8 > 1.1 Listen and complete the information about the ASSA ABLOY Group. Name of group ‘ASSA ABLOY Products a ands, 8. ‘Competitors °E. cl Ingersoll-Rand, and Master Lock Nationality 6 Number of employees * 000 Revenue % billion International operations “over countries, companies Name of the subsidiary °B Q Make sentences about the employee and her company, using the information in 8 and some or all of the words in 4. Example: She works for ASSA ABLOY. It produces lacks ancl security systems. 10 Work with a partner Talk about your company or organization.Unit 1 Companies Language at work | Present simple 1. Work witha partner. Askand answer questions 1-5. 1 Which company do you work fr? 2 Isita new company? 3. What does it do? 4 Do you work atthe head office? 5 Does the company have offices in other countries? 2 Work with a partner. Are these sentences about Gazprom, Nestlé and Toyota true (1) or false (F)? 1. Gazprom produces energy. 2. The companies aren‘t competitors. 3. Nestlé provides services but it doesn’t produce anything, 4 Two of the companies produce cars. 5 Toyota isn’t Russian 6 Nestlé and Gazprom don’t have their head office in Japan. 3. Find examples from 1 and 2 for descriptions 1-5 in the Language point. ‘Then choose the correct words in italics to complete sentences a-c. LANGUAGE POINT Verbs with -s or -s at the end Anegative sentence using the verb do Anegative sentence using the verb be Aquestion using the verb do A question using the verb be ‘We use the present simple to talk about something happening now / facts or regular actions. We add -s or cs to the end of the verb in the second / third person singular. ‘We use de / do for questions with adjectives, and we use le / do for questions with verbs. >» For more information, go to Grammar reference on page 107 4. Choose the correct words in italics to complete the text You probably "know / knows that Nestlé produce produces Nespresso machines and Nescafé instant coffee. And many people °see / sees the Nestlé name on their breakfast cereal packet every morning. But what else ‘do / does you know about the company? What other products “is / does it sell, and where? And the food industry the company “do / does to protect the environment? '/ doesn't always green, so what does Our reporter Rosa Manning ®talk talks to employees of Nestlé and discovers what they do. She ® fears why most employees are / do happy to work there and why most of Nestlé’s employees “isn't don't want to leave. Listen to Nestlé in Focus tonight at 8 p.m. to learn more about one of the world's biggest food companies,Tip | Intonation in questions Inna Wh question (What, Where, Why, etc.), your voice normally goes down atthe end. When Yyou ask person to repeat Certain information, your voice ‘005 up: What's your nant? ‘Mika Krzyzensi — ‘Sorry, what's your fame (again)? “dst call me Mika, 5p 1.2 Listen and make a note of three interesting facts about Nestlé. ‘Compare with your partner. 6 > 1.2 Listen again and answer questions 1-9. 1 How old is the company? What products does it produce? What sits annual revenue? Where is the head office? How many factories does it have? How many employees does it have? Is employee training important for the company? Does the company help local communities? Isita green company? 7 Use the information from 6 to make sentences about Nestlé. Example: The company is over 150 years old. >) For more exercises, go to Practice file 1 on page 107. 8 Work with a partner. Ask and answer the questions in 6 about your company ora company you know well. 9 Work with a different partner. Tell them about your first partner’s company. Practically speaking | How to ask somebody to repeat information 1 Somebody speaks to you ata conference but you don’t hear them. How can ‘you ask the person to repeat the information? Hi, My name's ** and T work for *** in“, 2 > 1.3 Listen to the conversation. Write the information about the company. ‘Numberof countries Number of factories ‘Numberof employees: Annual sales: 3 1.3 Listen again and complete the expressions for asking somebody to repeat the information. 1 Sorry, can you 2 Sorry, can you abit 2 3 Sorry, ‘employees do you have? 4 And your annual sales. 2 4 Which two questions in 3 ask the speaker to repeat only part of the information? What similar questions can you ask in response to the person inl? 5. Write five facts about yourself or your company, but replace certain words with ****, Read your sentences to your partner. Take turns asking them to repeat the missing information.Unit 1 Companies Business communication | Making introductions 1. What do you talk about when you meet someone ata conference for the first time? 2 > 1.4 Listen to Gianluca introducing himself to Carmen at a conference. Make notes about: 1 Carmen’s nationality 2 her job 3. why she's at the conference 3 > 1.4 Complete what Gianluca says. Then listen again and check your answers. 1 Excuse me. this seat free? 2 Thanks very much. Can I myself? I'm Gianluca Donatelli 3 Nice to meet you ‘Carmen. Where are you 2 4 And do you work for? 5 Ohreally? And what do you __? 6 So___are you at this conference? 7 That's interesting. A friend of mine works for an Italian service provider. Can I introduce to 2 8 Roberto. Can you come here a minute? This is ... Sorry, what's your name 2 9 Roberto, is Carmen. She's writing an article on Internet service providers 4 > 1.4 Match questions 1-8 in 3 to Carmen’s responses a-h.Then listen and check. te a 'majournalis. 2 'b Carmen. Carmen Sanchez 3 Yesritis-Goahend: 4 Nice to meet you. 'm Carmen Sanchez 5 € Tmhere to research an article on Internet service providers. 6 £ Idon’t work for a company. 'm self-employed. 7 Yes of course. That would be 8 1h I'm from Argentina. 5 Practise the conversation with a partner. Key expressions 6 > 1.5 Listen to another extract of the conversation between Gianluca and Introducing yourself Carmen. Underline the stressed words in Carmen’s questions. Why does she Can | introduce myself? stress these words? ‘My name's /'m wu 1 Gianluca: What do you do? Carmen: What about you? What do you do? Introducing others 2 Gianluca: Why are you here at this conference? Carmen: How about you? Can | introduce you to .2 Why are you here? Thiss.. Responding 99 For more exercises, go to Practice file 1 on page 106. Nice to meet you. / How do you do? 7 Work with a partner. Have short conversations using the prompts below. Le ay = Name = Company = Country ‘Asking about person/job/ + Job ‘+ Reason for being here company aah Sie ines ere te Example: A Co 1 introduce mys? I'm Felipe. Where are you from? B Nice to meet you. My name’ Jur. nnsdswanwart er ‘A Where are yon from, Jur , What do you do? B In from Spain. What about you? Where are you fom: Pars tet halen A I'm from Brazil UGC Elian 8 Work in small groups. You are at a conference. Introduce yourself to another person. Then introduce this person to other people in the group. 10CS en = = TALKING POINT - = w b Make that contact! Work with a partner. You are both at a conference. You are competing for a big customer. The first person to finish is the winner. Turn to page 136 for the rules of the game. Where are you from? We make car windows. Can | introduce you to my boss? You, too. What is your annual revenue? No, | work in one of our subsidiaries. Where's your head office? No, I'm from South America. 4 I'm in room 356. How about you? Yes, we do, aa tart her I'ma sales ‘manager. Who do you work. for? It's 1263 Gray Rd, Carmel, JOKER In Milan, What services do you provide? No, we don't. We're a service company. JOKER } an My husband/wife? He's/She's a journalist. Do you come here every year? Who are your main competitors? JOKER oes your company operate in Europe? Olsen. Jan Olsen, How many ‘employees does your company have? JOKER I'm here to look at new products. What about you? | work for Goodyear. Sorry, what's your ‘company again? JOKER PLAYER B Yes, | am, Nice to meet you. ‘Sorry, what's your name (again)? Italy JOKER We operate in Europe and North America, Do you use English in your job? Fifteen JOKER oS ane That's a very personal question! Why is your English so good? Is this seat free? No, it's a French company. I'm Spanish What about you? Yes, it is. What does your ‘company do? Yes, | am, What does: your company ‘specialize i No, I'm not. Just today, Do you do any business in Asia? No, it doesn't| BS Clade cei Working with words | Describing your job and contacts i, AeepeeniteRogen 1. Whatdo these people do? Perea © A retail buyer eas + A public relations officer * face-to-face + Abusiness psychologist Pe eas 2 Read the texts and compare your answers to 1. or See ease | Per enter ttny Srasrnaciy My name's Sara Prentiss, 'm a retail buyer and | work for a supermarket chain. My main job is to buy salads and vegetables from suppliers. | research the kind of products that our customers. want. | also work on logistics projects. For example, at the moment I'm working with an external consultant. He's advising me on how to get our products to the supermarkets more quickly. people outside your ray Ser Soe In Hi, 'm Ben Davidson. | work for the police, but I’m not a police officer. I'm 2 public relations officer, so | answer questions from journalists when the police are in the news. I'm currently working on a new project to attract ‘new people to the police force. For this, 'm working with senior police officers and an outside employment agency. - * ?'m Heidi Johnson and I'm a business psychologist, 'm self-employed, so! work on projects for various elients and companies. Basically, | deal with problems Pony) atwork and help staff develop good } relationships, At the moment, I'm helping, 1 2 local team to communicate better with their colleagues abroad, 3 Read the texts in 2 again. Which person or people ...? 1 work(s) on problems of communication 2 work(s) with people outside the company 3 work(s) with products 4 work(s) with companies, but not for a company 2Unit 2 Contacts Tip | Word families When you learn a new word, tty and find other words inthe ‘same ‘family’ and note how: to use them, We ofen ure er for people, e.g, employer, ‘and ation for things, © organization. 4 Match the words in bold in the text in 2 to definitions 1-7. 1 These companies sel their products to retailers. 2. This organization finds new employees for you 3 These people work with you 4. These people pay for the services of a professional person or organization 5 This expert outside the company helps you with problems 6 ‘These people buy your products 7 ‘These people are the employees of a company ‘Work with a partner. Which people in 4 do you work with? 6 2.1 Listen to Simon Faubert talk about his job and answer questions 1-4. 1. What's Simon's main job? 2 Which department does he work in? 3 Who does he work with? 4 Whats his main problem at work? 7 > 2.1. Complete the sentences about Simon Faubert. Then listen again and check your answers. 1 Lwork for a company that software. 2 They use our software to the cost of making a indifferent countries. 3. Then they choose the ‘with the best price. 4. My company only 12 people 51 the courses. 8 Complete the table with the correct words from 4 and 7. Verb Nouns producer, supply supplies caleulator, calculation employer, employment “organizer, organization train trainer, trainee, consult consultation >? For more exercises, go to Practice file 2 on page 108. 9 Complete questions 1-5 with prepositions with, on, for or in. 11 Which company do you work 2 2. Which department/area do you work. 3. Who do you work inside and outside of the company? 4. What sort of projects do you work 2 5. What problems do you deal 2 10 Work with a partner. Ask and answer the questions in 9. 3BUnit 2 Contac Language at work | Present continuous 1. Look at the people in the pictures and answer the questions. 1 Whereare they? 2 Whatare they talking about? 2 > 2.2 Listen to three conversations, Write the answer to the question for each conversation. Conversation 1 What do you do? Conversation 2 What are you doing these days? Conversation 3 What are you doing? 3 Look at your answers in 2 and complete the explanations and examples in the Language point. LANGUAGE POINT 1. We use the present simple / present continuous to talk about an action happening at the moment of speaking. Example: ‘We use the present simple / present continuions to talk about an action happening around the present time. Example: ‘We use the present sinple / present continuous to talk about a fact or regular action. Example: We form the present continuous with +-ing form of the verb, ‘We form questions in the present continuous with (question word) + ++ subject + . 99 For more information, go to Grammar reference on page 109. 4. Work with a partner. Tell your partner three things you do regularly at work and three things you are working on at the moment. 4Unit 2 Contact 5 > 2.3 Listen to two conversations and answer the questions. Conversation 1:1 What's Nadira trying to do? 2. What's her log-in? 3. What's the problem? Conversation 2: 1 What's Johann doing this week? 2 Who with? 3. Who's going for lunch? 6 > 2.3 Complete Conversation 1 with the present continuous form of the verbs from the list-Then listen again and check. ace speak try accept work A Who! 1 te? B Sorry, this is Nadira. 12 toaccess my customer files, but the computer ® ‘my log-in. A... There'sa problem with the server, Bet somebody con itat the moment? A Yes, Lam, But it’s not easy, because I'm on my own here. Everybody else 5 lunch. 7 > 2.3 Make sentences from the prompts using the present continuous or present simple. Then listen to Conversation 2 again and check. Example: A Are you staying here all ovek? A You / stay / here all week? B Yes /I/ give / training course. A Who / train / this time? B Group / six people. They / all work / telesales. AL/ know / Sonya / her team. It / go / well? B Yes / they / make / good progress. You / work / with / telesales team? A No / we / have / lunch / from time to time. B 1/ go / restaurant / them / now. You / want / come? A Sorry /1/ always / go / to the gym / Wednesdays. 8 Work with a partner. Practise the conversation in 7. >) For more exercises, go to Practice file 2 on page 109. 9 Work with a partner. Look again at pictures A and Bin 1. Havea conversation foreach situation using information about you and your job. Practically speaking | How to say phone numbers and spell names es — 1 Look at the post-it. How do you say the phone number? Tip | Saying phone numbers: ‘We usually say each number separately, except when two numbers are the same: The code for Thailand is double ‘oh double six (00 66). In American English, we say zero and not oh for 0. Hans-Peter, (Can you call Myra Tally on 01865 556767 rif not on her mobil: (code for UK. 2 > 2.4 Listen and complete the missing numbers on the post-itin 1. Did you say the phone number in 1 correctly? 3. Work with a partner. Say your home, work and mobile phone numbers to your partner. Write down what your partner says. 4. > 2.5 Listen to two more conversations and write the names, 5 ‘Work with a partner. Spell your first name, last name and the name of your ‘company to your partner. Write down what your partner says. 15Unit 2 Contacts Key expressions ‘Asking to speak to someone Could | speak to (name)? Is (name) there, please? Identifying the caller / person called Could | have your name, please? ‘A Who's calling, please? B Thisis (your name), Giving a reason for the cal I'm calling about I'm phoning to ‘Saying the person is/isnt free I'm sorry, but ("'m busy at the moment). I'm office). Can | take a message? Leaving a message Can/Could I leave a message? Can/Could you ask him/her to call me back? Finishing Ill give him/her the message. ‘Thanks for your help/for calling, Speak to you later/tomorrow. (he's out of the: 16 Business communication | Making and receiving phone calls 1. What do you say or do in the following situations? a Somebody calls and asks to speak to your colleague who isn’t there, b Somebody calls trying to sell you something, 2 > 2.6 Listen and match the two conversations to the situations in 1. 3. > 2.6 Match sentences 1-5 with responses a-e. Then listen to Conversation 1 again to check. 1 IsMrs Ackers there, please? a Thisis Simon Hlago from AOS. 2 Who'scalling, please? __ ’b I'm calling to offer you a special 3 Whatean I do for you? price on printers. 4 Can Icall you back tomorrow? ____¢ ‘Speaking. 5 Thanks for calling. You're welcome. Goodbye € Sorry, but I'm out of the office tomorrow. 4. Which sentences and responses in 3 are said by the caller and which by the receiver? 5 Work with a partner.Take turns to be the caller. Have similar conversations using your own names. Call 1: You want to organize a company visit for a group of foreign business students. Call 2: You are offering in-company training courses. 6 > 2.6 Make five questions with the words in the table. Listen to Conversation 2again to check and write down the responses. Then practise the questions and responses. speak Leo to call me back? ; leave me what it's about? Could you hee your name, please? ask to Leo Keliher, please? tell a message? >? For more exercises, go to Practice file 2 on page 108. 7 Work with a partner. Have two phone conversations. Student A 1_Ask to speak to Alex. You're an ex-colleague. You want to meet him/her for Iunch or dinner tomorrow. You're only in town for one day. 2 Alex calls you back Student B 1 You work with Alex. He/she is very busy and wants you to answer all phone calls. Ask who's calling and why, and take a message. 2. Now you are Alex. Your colleague gave you the message. Call Student A.TALKING POINT Do you work too much? veseim 20% ves5I% Eau Soyouestpadle hoursthanyoushouce | ayousstald or oa ves87% ; eee ees spre WORKLOAD sit 52% ere No 13% (rosea ra Sees teomichwonkt | Information 20% Beery eee pees Too much vurescrcy 22% No 27% Look at the infographic from a recent work survey. Do you think any of the answers are surprising? What is similar in your country or company? What is different? How? What would you change in your present job to reduce your workload? Ask the questions in the survey to others in your class. Are your results similar to the survey? Your boss is offering you a part-time assistant for 15 hours a week. Make notes about these questions. + What parts of your job do you want to give to your new assistant? * Who and what does your new assistant need to know? + What hours do you want him/her to work? * How will you use the extra time you now have? Your partner is your new assistant. Use your notes in 1 to explain the job to your partner and answer any questions he/she has. Then switch roles.{: i A I th Et Products & services BS Clade cei Working with words | Describing products and services BR igre eet 1. Work with a partner. What do you look for when you buy a new product? Reena Do you agree or disagree with the opinions below? Poet ecto 1 reece 2 SS sg EG 3 4 5 ‘The main thing for me is low prices. | think it's important to be able to speak to an employee for help and advice. I prefer to buy from companies that | know. For me, a good product always costs more. I want products and services that are easy to use. 2 Read this text. Do most customers have the same opinion as the people in 1? hopping for new products is ‘very personal thing. Some fof us are looking for original products that nobody else will have, Others want to have the same things as everybody else, so they are more attracted by popular products But it sooms that we all have the ‘same reasons for choosing one product or sorvice over another. A rocent online survey showed that the {op five priorities for customers were: ‘Most people want to do sure that they are sotting good value when they buy a product. This doosn’t always mean thatthe product is cheaps it ‘means that itis the product we want and that we are happy with the price we are paying. Most of us want to talk 1» people who know their job and ean give us good advice, We ‘want helpful staif who ‘ean deal with problems quickly and efficiently ‘This is true not only in shops. but also when ‘we order by phone or online. Most customers want to buy from reliable ‘companies that give them ‘what they promise, every time. Companies that oliver late or that sell faulty products will soon lose our business. ‘We know that a Cartier ‘watch is a quality product, but quality isn't only “about price and expensive materials, A cheap watch ‘that looks good and stil tells us the right time after ton yoars is also a high-quality product. Most people want user- friendly products and services. We don't want to read a 200-page manual before we can use our mobile phone or other high-tech gadget, 3. Work with apartner.The five reasons in the survey are in order of importance for customers. Do you agree with the order? Would it change for different types of product? 18.Unit 3. Products & services Tip | Adjective position Adjectives usually go belore the noun in English: Isa high-tech product. NOTH We can put the acectve ater the noun withthe verb be: The computer i very user- 4. Complete descriptions 1-8 with the adjectives in bold from the text in 2. 1 We deliver the right product at the right time. We are ‘You will lear to use it very quickly. Our product i We offer a great product at the right price. Our products are Our products never break. They are ‘Today everyone wants one. Iv a very product We use the latest technology: Our products are No other company makes a product like this. It’s really We are here to answer all your questions. Our staff are 5 Work with a partner. Which adjectives in 4 do we often use to describe these products and services? 6 > 3.1 Listen and match each extract to the pictures in 5. Which adjectives does each speaker use? 7 Listen again and complete these sentences with a word from the ist, very totally pretty really extremely quite 1 We'veadded a new high-definition camera, Hove the material It’s high quality. Your things are always. original Wsan reliable product. lesa user-friendly site, ‘The accommodation was good value, to. 8 Work with a partner. Which sentences in 7 would describe products and services that you use? 9 Work with a partner, Recommend a company, shop or product you know well 1. Make a ist of words from this section to describe the company, shop or product 2. Use your list to recommend it to your partner. Explain why your statements are true Example: I ofers avery reliable sevice. The products anys arrive on time and they never mokea mista. 19Unit 3 Products & services 20 Tip | Pronunciation of regular past -ed endings When the final sound of the infinitive i Ao al, we pronounce the -ed ending as an extra syllable: needed, wanted. With al other ininitves, we don't pronounce the -ed tending as an extra syllable: launched, produced. Language at work | Past simple 1. Look tthe list ofinventions below. Which ones ae the most important to you today? Why? Titer Mobile phone World Wide Web Smart cnrds 2 Try to match the inventions in 1 to their inventors and the year you think they were invented. Twitter Tim Berners-Lee «.. 1973 ‘Mobile phone Jack Dorsey “1991 World Wide Web Roland Moreno 2006 ‘Smart cards Martin Cooper 1974 3 > 3.2 Listen to the beginning ofa radio programme about inventors and check your answers 4 Match sentences 1-410 explan $ a-d in the Language point. LANGUAGE POINT 1 He launched his popular social networking service in 2006. __ 2. Many people dicin’t know him before 2012. __ 3. When did mobile communications begin? _ 4 Martin Cooper made the first mobile phone call. _ ‘We use the past simple to talk about finished actions in the past. ‘a. The past simple form of regular verbs ends in -ed. 'b The past simple form of irregular verbs does not end in -d. © ‘The negative is formed by using didn’t + the infinitive of the main verb. d In questions we generally use did + subject + infinitive of the main verb. >? For more information, go to Grammar reference on page 111. 5 > 3.3 Listen to the story of Jack Dorsey and Twitter and put the events in the right order. —— People don’t understand why Twitter is necessary Starts a new company with two other people — Goes to New York University Doesn't finish his studies 10. Presidential candidates use Twitter __ Studies in Missouri Sells software online ‘Moves to California Produces software for taxi drivers Creates a website in two weeks 6 Use the information in 5 to tell the story of Jack Dorsey. Change the verbs to the past simple and add any other details you remember. Example: He produced softoare for taxi drivers. > For more exercises, go to Practice file 3 on page 111.Unit 3 Products & services Tip | Intonation Notice the intonation in the ‘expressions in 3.4, To show you are really interested, your Yoice needs to go up and own. if your voice doesn’t change, people wil ink you aren interested at al. 7 Read about Roland Moreno or Martin Cooper and write notes in the table. Student A, turn to page 136. Student B, turn to page 141. Roland Moreno Martin Cooper Main invention ‘School/ Education Job(s) Launch date of invention First success Other inventions 8 Ask your partner questions about Roland/Martin and complete the information in the other column in 7. Use these prompts to help you with, the questions. What / invent? When / launch / invention? Where / goto school? When / invention / become / a success? Who / work for? Invent / other products? 9 Work with a partner. Talk about your experience of using the inventions in 1 using the questions below. ‘When did you start using them? Was it for work or for personal use? What did you think of them at first? How are they different now compared with before? Practically speaking | How to show interest 1 > 3.4 Tick (V) four phrases which we use to show interest in what another person is saying. Then listen and check your answers. Oh Oh really? Did you? No, it wasn’t. — Yes Idi — Thanks. That's interesting! ——_Wasiit? 2 > 3.4 Listen again and complete extracts 14 with an expression showing interest from 1. 1 A Iwent ona trip for a change. B 2? Where did you go? 2A Wewent to Monte Carlo. B ! Why did you go there? 3A Itwas really exciting! B 2 [don't know Monte Carlo. 4. A The weather was fantastic. B 2 It rained here all week. w ‘Work with a partner. Practise the sentences and responses in 2. 4, Write down four things you did last week or last weekend. Then havea conversation with a partner. Use the expressions in 2 and ask questions to continue the conversation. 21Unit 3 Products & services 22 Business communication | Giving a research report 1. Work with partner. Look at the picture ofa podpad. Where do you think they are used? Would you stay in this ype of accommodation? 2 > 3.5 Listen to someone giving a research report into the use of podpads at a festival. Make notes in the table: Why did they clo the research? How did they do it? ‘What were the results? ‘What were the conclusions? 3. > 3.5 Work with a partner, Match 1-10 to a-j to make sentences. Then listen again and check your answers. 1 The purpose of our research a. they would pay to use them. was b interviewing 50 visitors tothe festival 2. We wanted to find out__ © podpads were popular with visitors 3 Wedid this by fand farmers. 4 Then we 4 sing them at our nex festival 5 Weasked them for their opinion of the podpads. 6 We found that f tofind the best accommodation for 7.75% of visitors said that visitors. 8 Our research showed that __g the poclpads were a big success. 9 Our conclusion is__ h if people would pay to renta podpad. 10 We recommend. that they are a great choice of accommodation. j interviewed! them about their experience. »? For more exercises, go to Practice file 3 on page 110. 4. Answer the questions with a partner. 1 Have you done any research studies? Key expressions * What was the purpose? * How did you doit? * What were the results? Stating aims 2 Have you taken part in any research studies? What were they for? ‘The purpose of this research ce 5. Work with a partner. Your company has asked you to research places where We wanted to find out . employees can have a short sleep after lunch. Give a report on your result Pane eee Student A, turn to page 136, Student B, turn to page 141.Then decide which ‘They said/thought that We did this by (+ -ing). one is better. We found that f First, we contacted/offered them ‘Then we visited /interviewed/ asked them ... Finally, we o.. Reporting on results Seventy five per cent/The y ‘majority said that. (Our research showed that Concluding (Our conclusion is that. We recommend (+ -ing). ue ~ TALKING POINT / P aS each person decide to buy the product? What advantages does product have? Do you use the products in the pictures? Why? Can you live without them? Can you live without the products they're compared to: mobile phone, books, maps, gas (or electric) cookers? Work in groups. You are going to choose ‘the greatest product of all time ‘in these categories. * Traditional products. * Modern-day products Agree on a list of three products for each category. Make a list of criteria for evaluating the products in each category. Example: ensy to use, saves time Decide on the best product in each category.Viewpoint 1 | A company profile Focus 1 ‘Watch four people talking about their companies. What questions do you think they are answering? Complete the questions below. In this video lesson, different Who...? Whe de you work for? _ people talk about their Which ...? ‘company. You will also watch What ..? a video about a German a Company and an interview with Se its company director, How ..2 How ..? 2 ©02 Watch the video again, this time with the questions included. Check your answers in 1. 3. Work with a partner and interview each other. Ask and answer the questions from the video. First impressions of a company 4 ©03 Watch part of a video (with only pictures). As you watch, answer the questions in the table. From watching the video, do you think the company ...? makes a product or provides a service is a modem or traditional company employs lots of people works with international clients is specialized and technical 5 Work with a partner. Compare your answers in 4 and give reasons for your opinions. alA company profile An interview with the company director 6 ©04 Now watch the full video. Itis an interview with Till Hahn, the company director of Glasbau Hahn. Check your answers in 4 and add more information about the company to the table. 7 ©04 Watch the interview again. Complete these sentences about the ‘company. 1. The company is based in the city of 2 Till Hahn’s great grandfather started the business in 3 The company is divided into sections and operates mainly in the busine: Glossary 4 Most of the company’s _are museums in England, USA, and the display case (0): a container rest of the word. ee 5 The company has. offices representing them. ee eee I er ees rec in Stockstadt, Co ees and another __ people in various offices. Perlite (ata etarcart 7 They didn’t havea in 1935. Nowadays they have competitors of air around a room or in Italy and : building 8 They are very successful in England, the United States, Japan, and Comparing your company 8 Work with a partner. What are the similarities and differences between Glasbau Hahn and your company? Compare: + the types of business (e.g. manufacturing or service, family-owned) + the sizes of the companies (e.g. number of employees) * the clients and competitors (e.g. regions, nationalities) 9 Inthe interview, Till Hahn talks about his main competitors. He says: “Usually we are the most expensive [company], but fortunately our clients rank quality highest andthe price tg is nt the only decision factor.” ‘Work with a partner and talk about the following: * Is your company usually more expensive or less expensive than its competitors? * Do clients buy from your company because of price, quality or other d factors? 2526 Starting point Perera PU ety Praesens Peete Seong for the company Ce rents eee ty Sed este trad oral SR a oes renin Working with words | Company structure 1 Make a list of the different departments in a company. 2 Where would you rank your department in terms of its importance to the company? Where would you rank the other departments? 3 Read this article. Which departments are mentioned? Which department is the most important for the writer? This is the question I love to ask new clients. Management often focus their enorgy on the Sales and Marketing departments, Docause they generate monoy for the company. But many ‘employees believe that itis their own department that is ‘the most important ‘Two departments point out that they save money for the company: the Finance Department, because it controls the spending ofall the other departments, and the Purchasing Department, because it buys products at low prices, But in Accounts they say that money in the bank is more Lmportant: itis their department that Involees customers and collects the money. The Production Department points out that if there is nobody to ‘manufacture the products, there is nothing to sell. The Quality Control Department says that they cheek that every product leaves in perfeet condition, and mistakes can bo expensive. Two other departments think that they are important because they are in contact with customers all the time: Logisties, which has to dispatch and deliver products ‘on time; and Customer Serviee, Which has to resolve all kinds of problems to keep customers hhappy. The Human Resources Department highlights that their job is to recruit the best ‘employees for all departments, fand IT has to maintain the computer systems and IT Infrastructure within the company. The best answer, of course, is that all departments are equally important. Each department has to work with and for the others Ifone department isn't working correctly, it ean have a negative effect on everybody,LUT a Coley 4, Work with a partner. Answer questions 1-3. 1 Do you agree with the reasons for each department? 2 Would you change the ranking that you chose in 27 3 Do you think that all departments are equally important? 5 Complete these sentences with the words in bold from the text in 3. 1 The Logistics Department s the products to the customer. 2 TheIT Department s the computer systems and software 3. The Purchasing Department products from suppliers. 4 The Sales Department s new business with customers. 5. The Customer Service Department s customer problems when they call. 6 The Quality Control Department s that there are no problems with the products 7 The Production Department. s the products in the factory. 8 ‘The Accounts Department customers for products that they have bought. 9 The Finance Department budgets and other costs, 10 The HR Department new people to work in the company. 6 Work with a partner. Draw an organization chart of your company and tell your partner about the different departments, ) For more exercises, go to Practice file 4 on page 112. 7 > 4.1 Listen to three people receiving visitors from other departments in their company. Complete the table with the names of the departments. Works in. Usually works with Meeting today with 8 > 4.1 Listen again and complete sentences 1-5. 1 We closely the Accounts Department. 2 Thave a meeting today with Anna Neves in IT, who's all our software. 3. He's the person in___ purchasing for the whole company: 4 Thave frequent all the different departments. 51 the HI Director. 9 Work with a partner. Ask and answer questions about your own job. 1 What exactly does your department do? 2. What re you responsible for in your department? 3. Who isin charge of your department? 4 Who do you report to? 5. Which department(s) do you have the most contact with? Why? 27les 28 Tip | which and what Which and what are very difference in meaning. We use which when there is a limited choice of answers: Which city do you prefer - Rio (or Buenos Aires? Which department do you work In? The Sates Department. We use what when we are not thinking of a choice: What does your company produce? Language at work | Asking questions 1 Complete these questions with words from the list Then ask and answer questions 1-7 with a partner. Who Did When Is How often How many — Which 1 did your company start? people work for your company? department do you work in? manages your department? do visitors come to your department? you work fora different department before this one? your job difficult? 2 Look at the question forms in 1. and answer the questions in the Language point. LANGUAGE POINT 1. Which questions have the following word order? 2. Which verb changes depending on the tense: the auxiliary verb or the main verb? 3. Which questions can you answer with ‘yes’ or ‘no’? 4 Which yes/no question does not have an auxiliary verb and a main verb? Why not? 5 Why do questions 2 and 4 have no auxiliary verb? 9 For more information, go to Grammar reference on page 113. 3. Choose the correct option in italics to complete the questions. Then answer questions 1-5 with a partner. 1 Are / Do you start work early in the morning? 2. Who lances / does leave work last in your office? 3. How many hours a week you / do you work? 4 Is / Does your department big or small? 5. Where did you work / worked before your current job? 4, > 4.2 An employee is showing a visitor around her company. Listen to extracts 1-4 and say which department they are visiting in each extract. Extract 1 Extract 2 — Extract 3 — Extract 4Unit 4 Visitor 5 > 4.2 Pat the words in the correct order to make questions. Then listen again and answer the questions. this / often / work / How / does / office / he / in? from / does / he / come / Where ? long / are / here / staying / How / you? work / many / in / Resources / How / Human / people? this / open / did / building / you / When? all / English / in / staff / fluent / Are / the ? sales / Who / your / markets / chooses ? your / Which / products / interested / countries / are / in? well / you / market / know / the / Polish / Do? D) For more exercises, go to Practice file 4 on page 113. 6 You have anew employee in your department, He/She has alo of questions for you. Make complete questions using the prompts. Example: Ho many peopl workin the department? 1. Number of people in department? 6 Key or security pass? 2 Start/Finish work? 7 Restroom? 3 Lunch? 8 Carpark? 4 Coffee or tea breaks? 9 Payment of salaries? 5 Photocopier? 10 Administrator 7 Work with a partner. Ask and answer the questions in 6.Take it in turns tobe the new employee. Practically speaking | How to confirm information 1 Somebody wants to introduce you to their colleague.You think you know him but you want to be sure. How can you complete the questions to confirm the information? 1 he work in International Sales? 2. He travels alot to South America, 2 3. He went to the trade fair in San Francisco, 2 4.3 Listen and compare your answers. What are the three different ways for confirming information used in 1? 3. Use different ways of confirming the information in the sentences below. Example: You work in IT, right? / Don’t you work in IT? / You work in IT, don't you? You work in IT She's in charge of Accounts. He's coming to the meeting, She lives in London. You're from Hamburg, I met you yesterday. 4. Think of five pieces of information that you think you know about your partner. Then ask questions to confirm the information. Example: A Don't you work in Marketing? B That's right. /No, not exactly. /No, Idon’t.Irwork in Sales. 29Unit 4 Visitors Key expressions Arriving at reception/security | have an appointment with .. ‘Can you sign in, please? Can | see (some identification), please? Please take a seat. (He'll Shell) bbe right there. ‘Meeting your visitor/host Nice to meet you / see you (Cogan). Sorry I'm late. ‘Thank you for coming / inviting me. Did you have a good trip? Did you have any trouble finding us? Let's go to (the meeting room). It’s this way. Can | get you (anything)? Using the facilities This is / Here's (the room). Help yourself to (tea and biscuits). Can I (print a document) somewhere? ‘There's a (printer) just there. Do you need anything else? Hust need... 30 Business communication | Welcoming a visitor 1. Someone is visiting your company forthe frst time. What questions can you ask to make your visitor feel welcome? > 4.4 Jim Berman is visiting a company to give a presentation. Listen to the conversations that Jim has and answer questions 1-3. 11 What does the receptionist ask Jim to do? What does she give him? 2. How was Jim’s journey to the company? Where does Olivia take him? 3. What cloes Jim ask for? What does he want to do before he's ready to give his presentation? Complete these sentences from the conversations in 2. Who is speaking: the receptionist (R), the visitor (V) or the host (H)? 1 Ihave Olivia Gonzalez. yv 2 Can I see some please? = 3 So passport, and this is your 4 Did you havea — 5 Thank you me. — 6 So iy office. It’s this way. — 7 Can something to drink? _ 8 Cant my computer somewhere? — 9 to milk and sugar. = 10 1 check my email, then I'll be ready. = 4. Match responses a-j to sentences 1-10 in 3. a Great, thanks, __ f Thank you. b YesI did, thanks. _ g Nohurry. ¢ It’sapleasure. hh Yes, please, —_ Sure. Here you are. __ i After you. e Yes, of course, _ j OK. Can Thave your name, please? _1_ > 4.4 Listen and check your answers to 3 and 4.Then practise the exchanges with a partner, 9 For more exercises, go to Practice file 4 on page 112. ‘Work with a partner. Use the flowchart to have a similar conversation. Then change roles. Student A You are visting Student B’s company to give a presentation. Student B You are the receptionist and then the host. EE Visitor: Say why you are there Receptionist: Sign in the visitor and offer a seat y Host: Welcome visitor, ask about journey, go to meeting room Visitor: Ask questions about company (it's your first visit) Visitor/Host: Ask about or offer: + a glass of water/coffee/tea + photocopier/photocopies + video projector + Internet connection + phone call + restroom + anything elseTALKING POINT f = The question game Work with a partner: You are visiting a company or receiving a visitor. Take turns to be the visitor and the host. Have a conversation in each’place’in the table below. The aim of the game is to ask more questions than your partner. ‘The host starts each conversation with the conversation opener’. Use a question form in the ‘Questions’ column to continue each conversation. Use the ideas in the ‘Subjects’ column to help you, or your own ideas. Tick (V) the ‘Points’ column every time you use one of the question forms. ria The winner is the person who has the most points. Example: RECEPTION Host Nice to see you again. Did you hace a good trip? 1 point) Visitor Yes, thanks. Sorry I'm late, Is the traffic alunys so bad? (1 point) ‘CONVERSATION PLACE tee QUESTIONS SUBJECTS POINTS (v) RECEPTION Nice to see ssn) 2 * Visitors journey you again, fade? hotel, ete + Programme for visit Hosr's OFFICE Here's my office. oes) 2 + Hosts jab and — or DESK department Did’) ...2 7 Kn’) * Visitor's job and nae cant...? department COLLEAGUE'S OFFICE My colleague Can you ..? * Colleague's job = or DESK isn't here today, where ..? erator but he/she colleagues What ANOTHER Now we're in the Which ...? + What it does DEPARTMENT (name) department. 5 « Relations with host's department why ...? MEETING ROOM This is the room for ‘© What the visitor When ...? your presentation. needs How ...? + People coming How many ...? © presentation RESTAURANT Town where company is located * Visitor's home I think you TOTAL POINTS* * Give yourself 1 point for each tic. Deduct 2 points for each question form you haven't usedStarting point Bond Pears cay Pate teats esas Peete Ceasar Prone cura Se pera cd oreo em OO reer eng to somebody. Ther Pea need information. ate Pte Mera ay CON cay Peeters 2 Read thistext and answer questions 1 Whatare the advantages of multi-channel customer service? 2. What problems can customers have? Working with words | Customer service sal Meg, 1 Look at the picture below. What channels does it show for customers to communicate with a company? Which ways do you prefer? Email Pee to fo 3. Whats the result of these problems for companies? Most companies provide customers ‘with many options for how they nicate with the company. Customers can contact companies by email, by online chat, through the company website or via social Facebook oF Twitter media seh is now easier for customers who have a query about 1 product or order or want to report ‘a problem. It also gives eompanios ‘more opportunity o get Feedback ‘on the customer experience, “The problem is that there onen between the customer service n't enough communieation channels. For example, a customer emails a company to make a complaint about a product that doesn’t work, If there isn't a quick reply, he/she They have no record of the email, so the customer has to explain the Issue again. They can't offer f solution, and tell him/her to call (omer Support. The customer es the online chat spends 30 minutes on hold and then thas to explain the problem again. or mult-channel communication twhe a suceess for a company it needs to improve the customer experience. Customers today do hot want to Wait, so companies ‘must improve their response times, and also make sure that the communication channels a connected. Tho prize for suecoss is customer loyalty. The cost of fallure Js customers who don't come back 3 Work with a partner. How do you think companies can improve communication with customers?4, Match the phrases in bold in the text in 2 to definitions 1-9. 1 Say you're not happy with something Inform (a company) that something is wrong Give detailed information about a problem. ‘The time it takes to answer a customer ‘The idea that customers will always choose a company’s products ‘Addepartment that answers customer questions 7 Ask customers what they think about your company Suggest an answer to a problem 9 Ask for more information about something that isn’t clear ‘Work with a partner. Talk about customer service in your own company oF accompany you regularly buy from. Which of these things does it do well? Which does it do badly? + Different communication channels ‘+ Dealing with queries or complaints ‘+ Encouraging customer loyalty ‘+ Response times + Getting feedback >» For more exercises, go to Practice file 5 on page 114. ins are these customer support assistants offering? Choose from compensation a replacement refund acredit voucher We'll offer you 20% offif you buy it today. ‘We can’t repair it, but we will send you another one. I you retum it o the shop, we'll give you your money back. It’s valid for 12 months, and you can use it in any of our stores. Sorry, you can’t have your money back for the holiday, but we will send you 1 cheque for €200. > 5.1 Listen to two people talking about customer service. Did they have a ‘good ora bad experience? > 5.1 Listen again and answer the questions for each situation. Situation 1 Situation 2 What did the customer A talking toy A tablet computer order? ‘What was the problem? How did they contact the company? How did the company respond to the problem? What solution did the company offer? 9 Work with a partner-Talk about a good and/or bad customer experience you have had. Use the questions in 8 to help you. 33Unit 5 Customer service Language at work | Comparisons Tip | Two-syllable adjectives ending in -y ‘Two-syllable adjectives ending in-y usualy form their comparatives and superlatives with vier and est: easy, easier, the easiest 34 1 Work with a partner. Why do people shop online? Make a lis of reasons. 2 > 5.2 Listen to an extract from a radio programme about why people shop online and note the reasons. Are they similar to yours? > 5.2 Listen again and underline the correct words in italics to complete sentences 1-5. 3 5 Online retailers offer the cheapest / most expensive products. Online stores have the mast / least flexible hours. It’s not as difficult / easy to compare products in physical stores. Internet shopping offers a more limited / wider choice than in-store shopping. Online retailers offer better / less detailed information about a product. Read the explanations in the Language point.Then complete the examples with the adjectives in 3. LANGUAGE POINT 1 Most comparative forms of one-syllable adjectives end in -e (or -r when. the adjective ends in ¢). For the superlative form, add the -st. cheap, cheaper, the wide, the widest ‘Most two-syllable adjectives, and all adjectives of three or more syllables, ‘use more and the most + adjective. You can also use less and the least + adjective. expensive, more expensice, the detailed, the lenst detailed Good and bad have irregular comparative and superlative forms. ‘00d, the best bad, roorse, the worst ‘We use not as + adjective (+ as) to say something isn’t similar to something else rot ensy (0s) > For more information, go to Grammar reference on page 115. 5 > 5.3 Listen to some shoppers being interviewed in the street. What reasons do they give for shopping in a physical store?Trey 6 »5.3 Complete the shoppers’ answers with the correct form of the adjective in brackets. Then listen again and check your answers. 1 I get more professional (professional) advice in a shop than online. The staff in a store havea (good) knowledge of the products. 2 know the prices aren't (low) as online, but it’s the (quick) way to get the product I want. 3 The important) thing for me isto see and touch the products. It's (easy) to make the right choice. 4 Its (difficult) to return or exchange items than when you buy online. Wsalso the (expensive) way because you don’t pay for postage. 5. The postal service isn’t (reliable) now. Delivery times are (long) and a lot of packages are lost. 9 For more exercises, go to Practice file 5 on page 115. 7 Work with a partner. Talk about your preferences for 1-4 below. Give examples and explain your reasons, using comparative and superlative forms. Example: | prefer looking for products online because i's quicker and ensier to compare them. 1 Looking for and evaluating products. | Online, in physical store or both? 2. Buying new products “Online in physical stores or both? 3. Buying second-hand products. __ Directly from the seller or online? 4 Reporting a problem witha product By phone, by email, by letter or ought online. con the website? Practically speaking | How to ‘soften’ a message 1 Inwhat situations do you need to choose your words carefully and’soften’ what you say? 2 > 5.4.A manager is complaining to an employee. What’ the problem and ‘whats the solution? 3. > 5.4 Listen again and tick (V) the expressions each time you hear them. ‘Who uses the expressions: the manager (M), the employee (E) or both (B)? v M/E/B Vm afraid ... Sorry, but I'm sorry to say this, but Sorry about that. Well, actually... ‘tery (+ positive adjective) 4. Which of the expressions in 3 does the speaker use to ..? ‘+ complain © respond toacomplaint + correct wrong information 5 Practise the conversation with a partner. 6 Work with a partner. Take turns to complain and reply in these situations. Use the expressions in 3, 1 An TT technician came to install new software on your computer yesterday. ‘Today your sereen freezes every time you try to open it. Phone the technician, 2 Your colleague asked you to check a report he wrote. A lot of the information is ‘unclear or wrong and its full of spelling mistakes. Speak to your colleague. 35Unit 5 Customer service Business communication | Making and dealing with complaints. 1 Look at the advice below. Do you agree? Why/Why not? When making a complaint, When dealing with a complaint, never say never get angry. “it's not our fault’ or, even worse, ‘t's your fault’. 2 P5.5 Listen to four different conversations. Note down the problem and solution in each. Conversation 1 Conversation Conversation 3 Conversation 4 Problem Solution 3. 5.5 Listen again. In which conversation do you hear these sentences? 1 Id likea refund, 2 Oh dear. Can you give me more details? __ 3. Don't worry. 1 deal with it mow. 4 I'm sorry to hear that. We'll send you the correct version today. —_ SS 5 e's my fault. I'm sorry. — 6 still has tarrived. Key expressions 7 It’s not working again. 'm not very happy about it. ‘Asking about the problem 8 Customer Service. How can Ihelp you? How can | help? 9 Wecan offer you a replacement. What can Ido for you? 10 I look into it and get back to you right away. Can you give me more details? ee ae 4. Work with a partner.Take turns being the people in the situations in 2 and Ree ee have similar conversations. ee eee D) For more exercises, go to Practice file 5 on page 114. “There's a problem with. (stil hasnt arrived. 5 Work with a partner. Read these situations. What are the possible solutions? 1'm not very happy (about i), 1 You ordered sandwiches and drinks for a working lunch with a customer in Vd like (erefund/replacemend your company. The catering company promised to deliver before 12.30 p.m. but Sympathizing/Apologizing it’s now 1 pam. and you're still waiting. Your customer doesn’t look very happy. 1'm very sory about that. You phone the catering company. Ido apologize. 2 You have received an order from a computer supplier but there’s a mistake. {'m sory to hear that. You ordered 50 laptop computers with 15-inch screens but they’ve sent you {ts our/my fault. 'm sorry rmini-computers with 10-inch screens (and there are only 40!). You phone the tim afraid we can't supplier. We're sorry forthe 3. You asked a colleague to send you some PowerPoint slides for an important inconvenience presentation you have this morning. When you open your email, you see that Dealing with the complaint he/she has sent you slides for the wrong product. Your presentation isin half 1 Took into it / deal with it an hour. You phone your colleague. right away. 4. You rented a car on a business trip from your usual rental company but the 1 get back to you satnav stopped working after two hours. You then lost your way and were late Letme check, for your meeting. This is the third time in six months you've had a problem We'l send you with a rental ear. You speak to the manager. We can offer you . I wait to hear from you. 6 Have a conversation for each situation in 5. Take turns to complain and deal 36 with the complaint.)) Sa ea TALKING POINT i ws ‘The WOW! Awards is an organization that recognizes the “best of the best’ in customer service Companies and other organizations can choose to participate in the awards. Customers who have had excellent service can then nominate people working in those companies for an award. Customer stories are often about ordinary employees who did something very special The WOW! Awards a to satisfy the customer: the hotel receptionist who lent her shoes to a female guest because she needed them fora business meeting, or the hospital cleaner who spent time after work every day talking toa patient who didn'thave any other visitors. I's an opportunity for customers to give the names of employees who ‘wowed’ them, and to saya special thank you to them, What do you think of the idea of the WOW! Awards? What are the possible benefits for a company that decides to participate in the awards? How is it possible for your company to ‘wow’ customers? Is it possible in your job? Here are some possible criteria for choosing a WOW! Award winner. Which ones do you think are more important? What other criteria would you use? * Finding original ways to satisfy customers + Tuming unhappy customers into satisfied ones © Taking a real interest in the customer as a person * Putting customers’ needs before your own. * Understanding customers’ real needs Doing more than your job description demands Workin small groups.You are going to read about an employee nominated for a WOW! Award. Turn to page 137 and each choose a different candidate. Then tell your group: ‘+ who this person is, ‘+ why they are a good candidate for the award Use the criteria you discussed in 4 to decide who will win the WOW! Award Who will be in second and third place?38 Starting point aoa) eet Pata ern ean) penn Working with words | Employment 1 Are you a member of any of these social networks? Why dofdon’t you use them? 2 Read the article and answer the questions 1 How many people and companies use Linkedin? 2. How does Linkedin make iteasir for..? + people to find jobs + employers to find new staff LinkedIn — the world’s largest professional network ‘Today the Internet is making it easier and quicker for employers ‘and employees to find each other. One of the most popular ‘websites for both employers and employees is Linkedin, 1 social network service for professionals. The company has more than 400 million users in over 200 countries. Many of the world’s top companies use Linkedin to help them recruit, new employees. Ifyou are looking for a job, it's very easy to join Linkedin. Just post your profile on the site, including your qualifications from school or university, More than 3 million companies have pages on Linkedin your experience in different jobs and the skills that you have learned, like managing a team or using different computer programs. Next, you begin to develop your contacts. On Linkedin, you can search for people who you studied or worked with, Maybe an old university friend or ex-colleague is now with a company that you'd like to ‘work for. That person can post ‘a reference on the site, saying how good your work is. ‘More than three million companies have pages on LinkedIn, and many of them 3 Answer the questions with a partner. 1. Do you think sites like people looking for jobs? 2 Can you think of any disadvantages compared with traditional forms of recruitment? advertise new positions on the site. With one or two clicks, you can apply for the job, and ‘attach your CV and covering letier. You can also discover the ‘number of people interested in the position and know if you are ‘one of the better eandidates And ifthe company decides to put you on its shortlist of candidates, you can find a lot of advice on the site about what to say in a job interview. ‘Two new people or companies join Linkedin every second. So you're thinking about a new Job and you aren't already a member, now's the time to do it inkediIn really make life easier for companies andiss ara 4. Complete the stages of getting a job with the words in bold from the text in 2. When a company decides to a new employee, it usually 2 the job in the press or online. y You decide to * the job. You send a CY, which includes information about: + the exams that you have taken (your + ) + the companies that you have worked for (your®___) + the things that you have learnt to do (your © ) + people who you have worked with who can give you a7 ¥ ‘The company studies the CVs of all the © ‘and makes ae of the best ones. It invites these people to the company. for an 1, 5 Discuss with a partner. Which parts ofthe recruitment process do you find ‘easier/more difficult? 6 > 6.1 Listen to two people describing how they got their job.Take notes about hhow each person was lucky. Speaker 1 Speaker 2 7 > 6.1 Listen again and complete sentences 1-8. only saw the for my job at the last minute. only had about four hours to prepare my [really wanted the job, but I wasn’t really fort So I didn’t think I would be. but was, T could see that the person who me didn’t like me. ‘The company wanted a highly- technician. Thad the qualifications, but I wasm’t at all He was responsible for the of service technicians, 8 Match each word in 7 with a different form of the same word from 4. Are the words nouns, verbs or adjectives? Where is the main stress on each word? Example: application (noun), apply (oer) >? For more exercises, go to Practice file 6 on page 116. 9 Work with a partner. Tell them about when you got your present job. Talk about: ‘+ how you heard about the job ‘+ how you applied for it «+ the interviews you had ‘+ why you accepted the job 39Te eet Language at work | Present perfect (1) 1. What questions dointerviewers often ask at job interviews? Which questions are the most difficult to answer? 2 > 6.2 Naomi Hasselin has an interview for a job as a team leader with a large non-profit organization. Listen to the extract. What experience does she have? 3 > 6.2 Listen again and underline the verb forms you hear. When did you start / have you started working in this field? Llept/ have left university in 2008. Did you ever work / Hlave you ever worked for a big organization? No, [didn’t have / “ve never had the chance. Did you go / Have you been to Arica? I spent / ‘ve spent some time in Tanzania, Oh really? What did you do / have you done there? Ns — 4 Look at the sentences in 3. Decide if the verb forms are in the past simple or Tip | been and gone present perfect. Then complete the explanations in the Language point. Been and gone are both used eo re LANGUAGE POINT Bae vety ‘We use the to ask/talk about general experience Have you ever been tothe USA eure te for a holiday? Past 7 Weuse the to ask/talk about actions at specific Gone meas tat they ae stil 1a Tee ce nore He's a ‘We form the present perfect with __/has(n't) + past participle. Paris forthe weekend. ‘We form questions in the present perfect with. has + subject + >) For more information, go to Grammar reference on page 117. 5 > 6.3 The interviewer asks Naomi more questions. Complete questions 1-5 using the prompts. Then listen and check your answers. Example: Wher did you goto Tanzania? When / go / Tanzania? —_______—. How long / stay there? What other projects / work on? Ever / managea team? Why / decide / work in this field 40,aM 6 > 6.3 Listen again and note Naomi’s answers to the questions in 5.Then work with a partner and take turns playing the role of the interviewer and Naomi. ) For more exercises, go to Practice file 6 on page 117. 7 Work with a partner.Take turns to ask and answer questions about your ‘experiences, using the prompts. Example: A Have you coer interviewed someone fora job? B Yes, Hh. ‘A Who did you interoiew? What was the job? What did you ask? 1 Interview someone for a job 2 Refuse ajob offer 3 Give someone a reference 4 Apply for a job online 8 You are interviewing candidates for a similar job to yours. First, think of the skills and the experience that are necessary for your job. Then make a list of ‘questions to ask the candidates. Questions for candidates: 9 Work with a partner. Take turns to interview each other using your ‘questions in 8. Practically speaking | How to avoid negative answers 1 Look at the question that a boss asks his/her employee. What's wrong with the employee's answer? Can you think of a better response? A Have you finished that proposal? B No, haven't. ’ve been very busy. 2 > 6.4 Listen to four short conversations. Which conversation is about ‘a adocument that somebody has to write 'b a document that somebody has to read __ © somebody's language skills somebody's work experience 3 > 6.4 Listen again and complete responses 1-4. What kind of information comes after but in each sentence? 1 Thaven't, but of the product last month. 2 No, but todo. 3. No, but before the end of the week. 4 No, but on holiday. 4 Write two or three questions that (a) a boss (b) an interviewer could ask you. ‘Work with a partner. ake turns to ask and answer your questions from 4. ‘Your partner must say ‘no’ but change it into a positive answer. 41