Sa 2 STUDENT'S BOOK v : ¥ Burlington Professional Modules OFFICE ADMINISTRATION | ENCORE cellJ Who's Who in the Office? Welcoming Visitors 2 The Office Building Getting Around the Office 3 Office Routines Organising an Office 4 Managing Office Supplies Ordering Office Supplies 5 Photocopying Sending Faxes 6 Handling Incoming Meil Handling Outgoing Mail 7 Receiving Calls, ‘Taking Messages 8 Dealing with Phone Requests Calling for Service 9 Scheduling Meetings Rescheduling Meetings 10 Exhibitions Giving Directions Contents 1 Receiving Customer Complaints 44 Handling Customer Complaints 46 12 8 Booking Flights 48 10 Problems with Fights 50 13 1 2 Choosing a Hotel 8 " 14 Booking a Hoiel 54 14 16 Renting a Car 56 18 Booking Tain Tickets 58 15 20 Ordering Food “60 ‘At the Restaurant 62 16 24 Searching the Internet 64 28 Preparing a Presentation 66 f 7 Time Glock Records 68 30 Security Issues 70 18 22 At the Bank 72 34 Banking Issues, 74 19 38 Applying for a Job 76 38 Interviewing 78 20 40 Preparing a CV 80 2 Writing a CV 82 | Painvork Appendix 2 | wating euide 97 | Vocabulary Builder 109E | 1 Read the e-mail, Then answer the questions below. 4) To All Employees, ‘As you know, we are making some changes in the office. The Managing Director, Mr Bradley, is moving to the third floor. Mrs Cuthbert, Head of Sales, and Ms Gilmore, Head of Marketing, are also moving to the third floor. Mr Mortimer, the Human Resources Director, and Mr Robertson, the Financial Director, are moving to the secand floor, The IT Department is moving to the first floor, The Accounting Department is staying on the second floor, Allcia Livingstone Senior Administrative Assistant + Whe is the g-mal fom Whats pe fob? cm. hlacsonhaungslne. Bean 9 Wi I'he e:mal for? all = Sesh na on Dutectors the Mead os * Urpin te he loo eas, ff lsrininf piece och Ue Uno Guanice, Giese no Al es ps Se where f the IT Department moving? Ta. }. Which department isn’t moving? scheduling meetings > ordering office supplies > answering the phone > filing documents Candidates mst have au typing sil (Eerie ens Director, ReyAway Camping, RO. Wie will only ask suitable eandidates to come for an interview. PO. Box is short for Post Office Box, GV is short for Curriculum Vitae, A CV contains a person's personal, educational ‘and professional information. Practise the dialogue in Exercise 2 with a e partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then number Jennifer's five tasks in the order she is planning to do them, CH EHEHAH A AAAa _ a, file docunenes b, use the Internet m €. take minutes d, order office supplies e. distribute the postWorking with Vocabulary 5 Listen and repeat. 4) It's eight It's quarter Its quarter It's half past I's tan past o'clock, ast nine. io eleven, one. six. 6 Write the correct time under each clock. Its — Its _—. Its 7 Listen and repeat. Then match six of the office routines to the pictures below. 4) 1. take a message 7. type aletter 9 2, answer thephone 8, order office 8, search the supplies Internet ©. distribute post 4, send an e-mail 10. schedule a Yos, Ite Mrs Shaw 5. senda fax meeting when she gets back, 6. fle documents 11. teke minutes Start with Please send me twenty = notebooks, forty 8 ‘Complete the sentences with the office routines below. ‘send an e-mail + answer the phone schedule a meeting + search the Internet Listen to the conversation between Mrs Marks, a senior administrative assistant, and Paul, take minutes ‘anew junior administrative assistant. Then 41. I'm going to the cafeteria for ten minutes. complete the sentences. 4) PIES anne AN tak 4; Paulis going to fle documents in the "Imports: ‘messages. OM sancieseaee 16, 2. don't know anything about that company. 2. Pauls going to distribute the post on the " =e foF information. and oe f00T8, 8. [forgot to tell Mrs Moore about the meeting, 8, Mis Poe traveling to Orina on A to her now. i or 4. th with Ms Grey for 4 Pauls going to soarch the htemet or tomorrow at three o'clock. Do you want to Information about = 0 Belling meet in your office? 5. Whan you ata ‘meeting, you must listen carefully and write down all the important things that people say, and Shanghel. 8. Paulis going to answer the phone and take messages belveen and 13k Organising an Office . ( [Getting Started: Vocabulary Gage 117) 2. Two employees, Claire (A) and Dave (B), are fe discussing how to organise their new office. i 1 Read the advert. Then answer the questions Complete the dialogue with the words below. Ns below. 4) ‘Then listen to the dialogue and check your ' answers. +) idea + window + great + too + next to ie) Wit NILE Az Wow, Davel These offices look Modern offices * !Let’s see where we'll : ® everything in our office, with coi ice room. | Ds cenfiee on B: We can put the fling cabinet next to the i © On the'second floor ofthe Tower Genial ‘A: No, there isn't enough space there. Let's Builcing in the centre of town. ! put it on the wall behind your desk, Dave. © Offices are fully-equipped (desks, filing cabinets, We'll put my d2SK 8 ncnnnnmnnn the office chairs, ete) window. © New air-conditioners B: OK, Claire. Sounds good. Your shelf can go Bare [ofies asscoi cnet ctles ‘over there ~ under the ai-conaitioner. : A: 6000 * - Were fs our printer? B: Its probably stl inthe stockroom. Let's go It and get it ‘A: Where is the stockroom? B: I's opposite the reception desk. Az Is the shredder there, © B: No, its behind the reception desk. 1. Where are the offices for rent? 2. Have the offices got a place for big meetings? a) \When making a poite suggestion, we use the word Lets, Lets ofgan the office! Let’ go out for neh! 3. What furniture have the offices got? 4, Is there a place to prepare food in the offices? 6. Isth fc tern inthe DB _ Practise the dialogue in Exercise 2 with a ea eee partner. Pay attention to the expressions in colour. 6. How bigs the office space for rent? 4. Read the dialogue in Exercise 2 again. Then match A to B to form correct sentences. A The employees decide to put the fing cabinet Claire's shett is going to be ... ‘The printer is probably .. The stockroom is. The shredder is B _& under the air-conditioner in the stockroom, boohind Dave's desk. bbehind the reception desk, ‘opposite the reception desk shes epaog© Working with Vocabulary 5 Listen and repest the office equipment. Then match eight of the items to the descriptions. 4) 1. chair 9. computer je It copies documents. as 2, tabla 10, mouse |b. Yousit onit 7 8, desk 11, keyboard | ct makes the office warm or cold. 4. shel 12, sereen . You keep important paper documents in 5. fing cabinet 13. lamp It's 2 type of table for studying and working... 6. printer 14, waste paper bin | f. Youtype withit, 7. photocopier 15. air-conditioner |g. It destroys confidential doouMENtS, nnn 8. shredder 1h, Itgves light, __.. 6 Listen and repeat. 4) 4. on 4, under 7. behind 2. in 5. near 8 infront of 3, ebove 6. between 9. around jptions of three of the pictures. 7 Look at the pictures and read their captions. There is a mistake in the Find the three mistakes and correct them below. ‘The fling cabinet is near the recaption desk. The The lamp is in the table. The chairs ar@ around waste paper bin is above the reception desk, the table. ‘The shelves ars between the printer and the “The screen is on the desk. The keyboard is photocopier. There is some paper on the shelves. behind the computer screen, Corrections: I Picture nn tofind atleast six Ieee es bet £0 plotter 19 PGE n Look at the picture of en ¢ In picture. Lock at the picture of en office on Giwrerkbook, page®) 1516 > Getting Started: Vocabulary (page 172) 2 Two administrative assistants (A and B) are Read the office supplies inventory. Then answer the questions on the right. 4) 1. How many boxes of red pens are there? Office Supplies Inventory 2. Is the administrative assistant going to order Black —3 bones any ring binders? Blue ~ 2 boxes = Red - 1 box 3. How many diferent types of envelopes are 5 boxes there? her packets of10 Order anather | AP < 10 packets, How many writing pads are there in one 7 packet? 352 boxes | Wy. 50 many? = en thay to supplies? Le ee 5. The office has got too much of one item, Stic tape | Tbox Order marl i Wena? agit Grler=20 pk, 30 yelan, Figen Novel Or 20 nk 7 ape for printer | 6 boxes Ls this ensugi? Check Tanitceopte | ae deparamens, seen at oe Envelopes | Reguar—250, 7. Which two items isthe administrative assistant Be, Oy going to ask the IT department about? oie er Computer Gate department and Ps Which office supply is missing completely? 2 toner cartridges ck ante, taking an office supplies inventory. Listen to the dialogue and circle the correct answers. When taking about quantlies, we can use Ax First of all, how many pens have we got? ‘words instead of some numbers. B: * Three / Four boxes of black pens and one box of blue ones, ‘A: OK. Ill order three boxes of blue pons and 7 one of *red/ black pens, What about writing 23 Practise the dialogue in Exercise 2 with a pads? partner. Pay attention to the expressions in B: The shelf is empiy! — ‘A: Illlorder @ couple of packets then, Each 4. Read the dialogue in Exercise 2 again. Then Packet has got *10/ 12 writing pads. How many folders are there? Bi A dozen, Let’ order * 15 /.50 more. | can't find any markers. ‘A: That's strange. | ordered three packets last week / an Monday. B: Just a minute! | think thay're here on the top shelf. Yes — three packets! ‘A: Good. OX, I'll cal the suppliers now and order everything we need,Working with Vocabulary 5 Listen and repeat. 4) 8 Listen and repeat. Then write the correct word 4. pen 10. stapler 2. pencil 11. staples 3, highlighter 12. scissors 4, marker 13. sticky tape 5. rubber 14. envelope 6. folder 45. hole punch 7. paper 16. toner cartridge 8. writing pad 17. fing binder 9. paper clips ie Write the correct office supply from Exercise 5 for each picture. 7 under each colour. 4) red ¢ blue + yellow + green + pink + black purple « orange + brown + grey + white Eve and Sally are taking an office supplis inventory, Listen to their conversation and correct the inventory below.) | Office Supplies Inventory | Item Quantity, Paper 1S bos Writing pads Scissors Sticky tape Highlighters 7 Listen and repeat the phrases in A. Then, match A to B. Use the pictures in Exercise 6 Folders to help you. +) A B 1. arollof a= @ Scissors abox of _b. staples 8, apacket of — 6. sticky tape 4, apairof _ d. highlighters 7Ordering Office Supplies 1 Read the advertisement. Then write T (true) or F (false) next to each sentence below. 4) es oh ao HIGH PRICES FOR YOUR ne PrOFFICE ‘SUPPLIE: ere Saas For the month of May, Waltman’s Office Supplies is offering, some very attractive prices! We offer the best quality products at the lowest prices. Place an order with us, and we will send the goods to you by Special delivery the following day. Order a large quantity of office supplies, and we will give you a special reduction, We accept up to five payments. eli 3% discount on all toner cartridges! 1, Waliman’s Office Supplies is offering ‘special prices for the month of May. 2. Waltman's Office Supplies sell good products, 3. You receive the goods on the same day ‘you order them, 4, When you buy a lot of items, you pay less money for each item, 5. You don’t have to pay all the money when you order. 6. Until Friday, there is @ 25% reduction on ‘Many types of office supplias, Andrea (A) is ordering office supplies from Bill (8). Listen fo the dialogue and fil in the missing words. 4) ‘A: Hello, Bill I's Andrea from Jonson's Furniture Factory. 'd like to order some office supplies, please. : Certainly. What exactly do you need? “First of all, weneed What quantity do you need? About 200, OK, we'll 820d YOU nee packets, What is the price per unit? Its 85 per packet, so that’s § —enannnnen PEACE er Pad Good, Have you got high-quality staples? ‘The ones in the office break all the time, B: Yes, we've got some very nice high-quality staples — our customers love them. ‘A; 'lltake ten boxes of staples. Oh, and we're running low on highlighters and envelopes. B: How many would you lke of each? As Seven packets Of fee en highlighters and 20 packets of 9 anne GAVEIOPES. B: Anything else? At No, that’s all for now. B: OK. We'll get your order to you as soon as possible. Se > Practise the dialogue in Exercise 2 with a Partner: Pay attention to the expressions in colour. Read the dialogue again. Then circle the correct answer. 1. The customer needs 20 / 200 wring pads, 2. Each writing pad costs £5 / 50 pence. 3. The customer isn’t happy withthe staples / staplers in her office, 4, The customer orders seven / more than seven highighters. 5. The customer orders one type / many types of envelopesO Working with Vocabulary 5 Listen and repeat the words in A. Then match 7 Complete the missing days of the week. Then them to their meanings in B. 4) listen and repeat. 4) A ‘Thursday + Tuesday * Sunday « Friday 1. price . Wednesday, 2. qualty : 8. payments 4. give a reduction 8 Write the months of the year in the correct 5. runfowon ‘order. Then listen and repeat. 4) 6. noutot September « July + May + February « Apri 7. delivery June + December + August « November i January + March « October ; 1. 7. . @ sums of money to pay overtime _ b. nothave any a fs ©. how much you pay for something 2, a, —— d. not have much = <8. offer for less money i a c= f. how good something is 7 aa =. transport of items to location 9 Answer the questions. 1. What is the third day of the week? 6 Listen and repeat the words below. Then use the words to complete the invoice. «) ‘What is the seventh month of the year? 1. subtotal 5. payment date 2. price per unit 6. quantity ox pao ere a eNGes i decount 3. Is October the ninth month of the year? ., delivery date 4, What is the sixth day of the week? 5, When is your birthday? 6. What day is Christmas? Sinithson Office Supplies 7 E ‘Te:Lookgood Cosmetics Be nts Number: 0354 People often use abbreviations for the days of the week and the months of the year. Date: 38/2013, ‘Mon, = Monday Nov. = November Ire = Toul Friday ‘Aug. = August [Writing Pads] 30 £040] £1200 Tuos, = Tussday ‘Apr = Apri Scaplers a £060 00 Folders 5 600 £500 4 £2000 a = £400 i Student A: You work for CoSam Chemicals and Total: | £16.00. You ate caling to order some office supplies. Use the information in the note on page 85, ‘Student B: You work in an office supplies shop: ‘Ask and answer questions to complete the invoice on page 90. Use the pricelist to help you. ‘Comments: Speci delivery! ‘page 100 Workbook, page 10) 19 Owing ta,20 * Replace the toner, photocopier * Make 2 colour copies for Mis Adarmsoy {POR HSASI * Phot 2 James (A) is showing Ann (B), a new employee, how to uso the photocopier. Listen to the dialogue and fill in the missing words. +) ‘A; Next, Il show you how to use the photocopier. Thanks, James, AY press this bution fo turn on the machine. Put the document here. Then enter the number of copies you need. How can I change the size of the paper? ross this icon, You can select Ad or AS ‘And how do | enlarge a document or reduce its size? Press the Plus or Minus button and a, «the Start Button, |'880. Do | select this icon when | want to photocopy on two sides of the paper? Yes, that's right, Ann. That's double-sided copying, question: Can this ‘machine photocopy in colour? No, it's only @ black-and-white Emily must 1. order a new toner cartricige for the photocopier. ut a naw toner cartridge in the photocopier. prepare 8 black-and-white copies of the maierial in Mr Taylor's folder, photocopy the material in Mr Taylor's folder before the meeting on Tuesday, Photocopy @ poster of new products for Mrs Adamson. make the diagrams for the mobile phone campaign bigger when she photocopies them, G3. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4. Read the dialogue in Exercise 2 again. Then ‘match A to B to form correct sentences. A 1, John explains how toturn on ... 2. He explains where to put .. 3. He shows how to select .. 4, He explains how to mate ... 5. He doesn't explain how to make ... B the paper size, larger or smaller copies, the photocopier. darker copies. the documents for photocopying,Working with Vocabulary 5 Listen and repeat. Then match the words in A to their opposites in B. 1) A B 1. open a. tum off 2. tumon b. long 8, dark ©. light 4, big d. close 5. short @. smal 6. narrow f. reduce 7. enlarge a. new 8 od he wide Ithelps to learn new words as pairs of opposites. eft right above ~ under 6 Circle the correct answer. 4. The photocopier in our office is new / old. We got it last week. 2. There isn't enough space to put the photocopier in this corridor. The corridor is very narrow / wide. 3, Don't forget to turn on / tum off the photocopier at the end of the day, 14, It's so.cold in here. Let's open / close the windows. 8. [haven't got time to read this short / long e-mail right now! I'l read it later, 6. Mrs Adamson always wears dark / light colours, Ike black and brown. 7. 11d lke this advert to be very big. Please enlarge / reduce It as much as possible. 7 Listen and repeat the words and phrases in bold. Then read the sentences and write T (true) or F (false) next to each sentence. 4) _. 1. When you press a button, the machine does something, 2. Apage has got two sides. _. 3. The paper size shows how big the paper is. 4. Black and white means colour. Remove is the opposite of put. -- 6. When you replace something, you cchange it for a new one. .. 7. When something is stuek, you can remove it easily. 8 Listen and repeat. Then write the correct word under each picture. + poster + newspaper article + magazine article chart + diagram + drawing + catalogue + label Lisa, the new administrative assistant, is asking Bill for help with the photocopier. Listen and Circle the correct answer. «) | Lisa wants to photocopy on one side / two sides of the page. Lisa checks that she removed the staples / paper clips from the pages. , Lisa wants to make 6 / 16 copies. |. Apage is stuck inside part C/S of the photocopier. Lisa / Bill removes the page from the photocopier and then it works again. a22 > Getting Started: Vocabulary page 119) 1 Read the guidelines for sending faxes. ‘Then answer the questions. 4) “sen ling Fa: ‘Always include a cover sheet with the following information: + your name and phone number + the recipient's name + the date + the subject of the fax + the number of pages you are sending Insert the pages in the fax machine with the printed side up (see the picture on the fax machine). Enter the fax number and Press the ‘send’ button. . The machine will give you a confirmation page when the fax goes through properly. When the fax doesn’t go through properly, try to resend the fax. ‘You can use the ‘Automatic Redial Button’. ‘Many of our clients’ fax numbers are programmed into the fax machine. You can use ‘Speed Dial’ to send faxes to these people. (A) is asking Adam (B) for help with the fax machine, Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) Person + picture * wrong + good + hospital ‘A; Adam, could you help me with the fax machine, please? Something's *__. ats B: Sure, Jule. What's the problem? ‘Az | sent this fax to Dr Hil at Eastside : but he received a blank page. B: Oh, think | know what the problem is. You didn't insert the page correctly, ‘A: What did I do wrong? B:_ You inserted the page with the printed side down, See this here? It's got the printed side up. ‘As Oh, yes. Now | see, Sorry to bother you. No, that’s fine. By the way, you should Include a cover sheet when you send a fax. ‘A: Acover sheet? What do you mean? B: Apage with the recipient's details and yours, You know, to make sure it reaches the right Yes, that's @ 5, —— idea. 1. Should the cover sheet include what the fax is about? 2. Shouid the cover shest say how many rages the fax is? 3, How do you know when a fax goes through Property? 4, What should you do when a fax doesn't go through properly? 5. Whose fax numbers are programmed into the fax machine? Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then complete the sentences. 1. Julie wants to send a fax to 2. The recipient only received a enone BECAUSE Julio didn't insert the page correctiy, 3. Julie didn’t insert the page with its printed 4, Adam instructs Julie to send the fax page together with @ nnn 5. Julie's details and the details of the ‘should be included in the ip) ‘the name of the recipient = the recipient's name the fax number of the client = the client's fax umberWorking with Vocabulary 5 Listen and repeat the words in bold, Then look at the document below and answer the questions. #1 1, Is the document a cover sheet or a blank page? 2, Ist printed side up or printed side down right now? 27 Morgan Se P.0. Box 74032 Tal: 0117.5551428 Fax: 0117-655:1029 Finley & Watson Law Firm Fax No: FE-S43-2098 No. of pages including this page: Subject: Purchase of tables I you have not received ail the pages, . please contact us. } 6 Listen and repeat the words. Then complete each sentence with the correct word. 4) | insert + go through + confirmation page | resend + programmed 1. Did you send the fx to Mr Smith? Did _—-» the fax four times! _—. All 12 pages | 2. Ihad to | Here's the ... reached the bank. 3, This time | remembered to — the pages with their printed side up. 4, Did you know that Mr Smith's fax number Is sn into Our fax machine? We send him faxes frequently. © 7 Listen and repeat. Then write the correct place of work under each picture. ) hospital « factory + bank + restaurant department store « law firm + hotel » museum ‘Student A: You are an administrative assistant ‘and you must write @ cover sheet for a fax. Ask ‘questions to find out the details to complete the cover sheet on page 85. ‘Student B: You are a senior administrative assistant. You want your assistant to write a ‘cover sheet for a fax, Tum to page 90 and answer Student AS questions, Writing Task, page 101 Workbook, pave 12) 2324 Handling (Getting Started: Vocabulary (page 11) 1 Read the chart about handling incoming mall. Then read the sentences taken from different items of incoming mail. Where should each item go? +) Incoming Mail HANDLING INCOMING MAIL ‘SORTING PROCEDURES a! Invoices, bank statements, cheques Customer complaints Contracts / Requests for CVs -. 7 Product manuals Junk mai {i 9 ROR 2 Jane (A) is showing Linda (B), a new aciministrative assistant, how to distribute incoming mail, Listen to the dialogue and fill in the missing words. 4) ‘A: When you open the mail, remember to stamp each document. Bt What do you mean, Jane? ‘A: We've got a special stamp for incoming mail. tt says received and it has got the F ~.. . Don't forget to adjust the date each day! OK, What dO 1 dO ® nn that? ‘Az We've got an incoming mail log. You must document all the incoming rail init. Write the names of the sender and the B: Iseo, Az After that, you sort the post and it Bs How do | know where to take the post? ‘A; Here's a chart with sorting procedures. ‘As you can see, bills and cheques go to. the... wes « CVS go to Huan Resources, and so on. Tam enclosing @ cheque for $1,500. cu Four chairs for the price of two! ‘The machine stopped working after two weeks. Please send me prices for the A300 machine, ...... | have got five years of experience in marketing electronics. gs -> take to Accounting Department -> take to Customer Services Department “> take to Sales Department » take to Human Resources -> take to R&D Department -> throw in waste paper bin Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then ‘complete the sentences below. 1. Linda must stamp all the. : 2. The siamp has got the word. onit and the .... i 3, Linda must change the the stamp every 4, The maillog includes the sender's and recipient's cs 5. Jane gives Linda a her with sorting procedures. meena tO Help ip! malt < postWorking with Vocabulary 5. Listen and repeat. Then write the correct document type under each picture. 4) <1. junk mail — 2 cheque & contract 4, customer complaint — 5. product manual 6. request for information 7. bank statement 8. maillog | purse, | || The delivery has’ ety hasn't atrivec | etsy Meta | G . rorthing sank | rencenvosinese | a fiona a8 | noe 0 \] ine | |= \) OD oes ] AN | | toute toe ore | | Mut yournen roduc, | | | swemmesang.... | | | eve Aamteng | | Seems eng | eucrabee | Nel | @ ‘Some words can be both @ noun and 6 Listen and repeat the words. Then complete each sentence with the correct word. «) adjust + sender + document ¢ sort procedure + stamp 1. You.. the letters with this, Itsays "Received" and it’s got the date, 2, Whatis the... ——--» for handling inooming meil? 8. ReMEMbEC 10 eee ners the date on, ‘the stamp every morning, 4, When you write a letter to someone, you are fhe se 5, YOU SHOUD nme ll the laters carefully in the incoming mail log. 6. WREN YOU nnennncsnnne tHE POS, remember that all the CVs go to Human Resources. ‘verb, ke stamp and document. You stamp each letter. (verb) ‘The stamp says RECEIVED. (noun) 7 Match the words in A to their definitions in B. A B 1. adjust — 8 booklet explaining how 2. junk mail to use a product 3. contract categorise 4, cheque = adverts 5. wit legal agreement 6. product =~ ‘& change ‘manual — f. a form of payment Jack has got a summer job in the mail room, land Fiona is showing him what to do. Listen to the dialogue and complete the sentences. +) ‘The date today is... 1a Bi ‘The icon for the incoming mail log program is red and ‘The first document Jack opens is 8 ‘The sender of the first document is Inside the letter for the Accounting Department, Jack finds a 25Handling Outgoing Mail (ating Stared Vocoiny bape 7) 1 Read the To Do list that Katie, an administrative assistant, has made. Then circle the correct answers. 4) Reeeeeeeee TO DO: ent ~ send the Williamson contract to their head office! Find address. * Distribute incoming mail * Wrap sample of AD machine in bile wrap, box and send to Mountain becorporated by, courier: * Weigh packages for Jordane Ltd. * Gp to post office: , 5O first class stamps 76 second class stamps 2 packets of large envelopes Pick up registered mail Emily (A), a marketing rep, is talking to Fred (8), a clerk in the mail room. Listen to the dialogue and circle the correct answers. 4) ‘A: Hi, Fred. Can you plaase do me a favour? need to send these documents fo “Italy / Iceland. It’s really urgent, No problem. I'll send the documents by courier, | also have to send this * box / clo to the Managing Director of Expolit, it's a free sample. | see. Well t's fragile so I'll wrap it in bubble wrap, Great. Here's the adcress, There's no postcode. We must write the postcode, too. OK. I'l get that for you. Oh, and one * more / last thing. | have to send! this package to “York / Cork, B: Fine! Ill weigh it and take it to the post office. Should | send it first or second class? Its not urgent, Second class will do. Thanks, Fred, My pleasure, B A > 26 1. The most important thing ‘on thelist isto... 2. send the Wiliamson contract b. distribute the incorning mail 2. Acourier is going to transport the a. Williamson contract b. sample of the AG machine 3. The sampie of the A9 machine wil be sant in... fa. bubble wrap and a box b. a special envelope 5. Katia is going to buy two diferent types of .. at the post office, a. stamps b. envelopes 6. Kalle needs to get a. registered mai . bubble wrap end a box 4, Katie plans to cheok the ¢ weight ofthe... a, AQ machine . packages for Jordane Lid, ‘rom the post office, Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then complete the chart with the words and phrases below. Italy © weigh it + send by courier Managing Director of Expolite send second class * get postcode York + wrap in bubble wrap tem Send to Actions Documents Free sample Package Inthe UK, frst class postage is for next day delivery anc second class postage usually takes 2 or 3 days,Working with Vocabulary 5 Listen and repeat. Then write the correct word under each picture. 4) stamp + bubble wrap + post office pre-paid envelope 6 Listen and repeat. Then write the words in the sortect places. 4 Country + postcode + address « city ‘Sparkels Ltd. 39 Rowan Avenue Edinburgh EH58 7DQ Scotland © 7 Answer the questions. 1 2. |. Which country do you live in? Which city would you like to visit? ‘What is your address? Include your postcade, Where is the closest post office to your home? 8 Listen and repeat.) 4. domestic 8. sample 2. international 9. wrap 3. registered meil 10. fragile 4, pick up 11. this side up 8. courier 12, weigh 6 ship 13. urgent 7. reach its destination 9 Circle the correct answer. ‘This package must get to Landon today! ‘We'll send it by courier / registered mail Me Kent wants to see the new computer program before he orders it for his company. Let's send him some bubble wrap / sample. \When is the couriar going to pick up / wrap the documents? Can you ship / weigh this box, please? Is it more than a kilo? This package is urgent / fragile, Hold it with this side up. You don't need to buy a stamp / postcode bbocause this is a pre-paid envelope. Did all the cheques reach their destination / wrap? Domestic / International mail is transported inside the country. Yelena ‘Student A: You are the manager. You want your assistant to send an item. Turn to page 65 end answer Student B's questions abolt the details, Student B: You are an administrative essistant nd your manager wants you to send an item. Buckingham Palace is ‘SW1A 1AA and for 10 Downing Stet (the Prime Ministers house) is SWW1A 2A, Ask Sludent A questions fo complete the chart on, page 91.i! 28 (CGetting Started: Vocabulary (page 115) ) 1 Read the notice. Then match the sentences that follow to the correct instruction. +) TELEPHONE ETIQUETTE DUCED OT naan eee MME Merman Kesey greet the caller in a friendly but professional manner. Menem rn Nae ene a rene une eS , make sure you put the call through to the correct extension. take clear messages and inclu +The callets shouldr/t wait for a long time. 2. The callers should know whe they are talking to. =» 3: Wite down who is leaving a message, and how to contact them. ie (B) is talking to Tim (A), her manager. Listen to the dialogue and circle the correct answers.) ‘A; How was your frst day operating the switchboard, Melanie? B: It was quite * ciferent / tficut A; Really? Why? B: First of al, | made a mistake and put a caller through to the Managing Director Instead of to Mr Ross. The Managing Director's extension is ® 7403/7473 end Mr Ross's is ° 7403 / 7413. ‘A; Oh well, anyone can make a mistake! Then, there was a technical problem. For a wiile, we couldn't receive calls. ‘A: Was that at about * en / twelve o'clock? Yes, that's right As Philip Grey triad caling me then, He complained that there was no reply. He was quite angry, B: Ater that, things got better. The © Financial / Sales Director of Marchwell Cosmetics was really nice, He said | was very professional! ‘A Great, So it wasn’t s0 bad. Tomorrow, I'm sute you'll have an easier day. 2 2 mea MMe Nea Mv give the messages to the correct employees as soon ¢ Peeciey _ 4, Don't make a mistake when you are putting calls through. - 5, Deliver messages quickiy - 8, Be courteous when you speak to caller, Practise the dialogue in Exercise 2 with a Partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again, Then answer the questions. 4. How does Melanie feel about her fist day? 2. What mistake did she make? 3. What was the technical problem with the phones? 4, Who complained about the problem? 5. Who said that Melanie was vary professional’? 829-7403 = eight-two-nino-seven-four-oh-thres (Tip!) —— \When we say a felephone number, we say each dig separately. We aso say ‘oh Instead of ‘noughtWorking with Vocabulary 5 Listen and repeat. 4) 1. ring caller connect it... through operate the switchboard extension rong number staie repeat 10. no reply 11. professional 42. patience 18. make a mistake 14, be careful © Prone Complete the sentences with the words and phrases below. state + connect + professional + repeat wrong number « operate the switchboard 4, What did you say? Can you — that, please? 2.. When you answer a phone call, the name of the ‘company. 3 Do you know how to eee 4.° One moment, please. 1 you to Mr Wright 6. There's no answer. | think its the 6,” Mike does his job wel, He's very Circle the correct answer. 4. Everyone was at lunch when | celled, 80 there was @ wrong number / no reply. 2, I'diike to speak to Harry, please, Can you make a mistake / put me through? 8, The customers love Daisy. She has got lots of patience / callers when she tals to them. 4, Be careful / Repeat not to cial the wrong number. 5. Why did the phone only ring / connect ‘once? That's strange. 8 Listen and repeat. Then write the correct adjective under each picture. ) friendly + angry + rude « funny « serious courteous Listen to two phone conversations between ‘two administrative assistants, Pam and Ann, ‘and their clients, Tick the correct columns in ‘the chart. 4) [Pam || Ann) states the name of the ‘company offors assistance asks for the callers name ‘and phone number ‘ends the conversation courteouslyTaking Messages 1 Read the memo and the telephone messages. Then write the correct name after each statement below. 4) Mv Batel — technfoal Lpoblen with his phone transfer his calls to extenston 232 Mrs Gladstone — will be out ae oFfize for larch (245-24 00) Mrs Autlerson = tn miceting inervupl Take meccag} dwt Message for:_Mvs Gladstone Time: 23.45 From: Mr Wright _ Message: Would lilee a meeting this Message for: Mr Bradford __ Time: 25:24 From: wife - Naonet Message: CaUL mel Have just received _ “tickets for a concert tonight. gs Message for; Mrs Amdersom. Time: 24:22. From: Sow Jasow _ Massage: WiLL be honee after 29.00. ‘This person's phone isn't working, This person is traveling. ‘This person is a student. “This person went fo speek to her husband This person wants to have a meeting soon, PN Eearena This person is going aut to eat... 30 | @ @ ‘we spell out names on the phane, This person isn't receiving calls for one hour this afternoon... ‘This person has got meetings and cen't receive phone calls. - ‘A sales clerk (A) is speaking to a caller (B). Listen to the dialogue and fl in the missing words, #) ‘AS Good morring, Southside Cosmetes, speaking. B: Hallo, this is Steve Fleet. Can | speak to Julia Langiey, ® 7 A: I'm sorry. There's a lot of interference on the line. Is that Steet with an Slike ‘snake”? B: No, i's Float ~ with an F, ike ‘A: Ah, | $09, Good morning Mr Fleet. How can | help you? B: Can you put me through to Julia Langley? A: Yes, I'll transfer your call... Hallo, Mr Fleet? Mrs Langley is on the other tne at the moment. Would you like me to put you on hold? B: No, Can you check if. Patterson is free? A; I'm sorry. His line is busy, too. Can I take a message? B: Yes. Please ask Julia to return my call. Its very urgent. ‘A; Certainly, Il do that. Please give me your telephone number. B: Ifs®.—. ‘A; OK Thank you. Practise the dialogue In Exercise 2 with a partner. Pay attention to the expressions in colour. sometimes the letters aren’t clear. Saying an evaryclay word or the name of a city that begins ‘with the same letter can be helpful Sasin snake Masin Madi Nas in Now York4. Read the dialogue in Exercise 2 again. Then write T (true) or F (false) next to the sentences below. — 1. Anne can't hear Steve very wel a fist Julia Langley is out of the office. ‘Max is talking on the phone. Anne puts Steve on hold. ‘Steve's message for Julia is very important. oho Working with Vocabulary 5 Listen and repeat the phrases in bold, Then match A to B to form sentences. +) A We usually Danis taking to his boss | don't know how ‘The switchboard operator B 4 transfer a call put me on hold for 20 minutes! {90 out of the office to have lunch, ‘on another line Pere 6 Listen and repeat the words and phrases. Then use them to complete the sentences. 4) spell your name « interrupt + return your call line is busy « leave a message « cut off interference + out of town 1. When someone is talking on the phone, their a = isit | SU-D-Y or J-U-D+ 8. Mr Kim isn't in the office. Would you like to 7 i aa 4, This is urgent! 'm Mrs Gold's daughter. Please .. ane HF MECLING and let me spaak to her now. 5. The conversation was the middle. There ‘was @ technical problem. 6. Mrs Rose isn't in the office this week hese, 7. Would you like me to put you on hold or should | ask Mir Daniels to 2 8. Ican'thear you. There's a lot of — ‘on the fine. 7 Listen and repeat the family members in bold. © ‘Then look at the family tree and write the correct names. +) Kate's parents: ‘Adam's mother... Lisa's father: Kate's son: Kate's daughter. ‘Alice's children: — Linda’s husband: _. Ryan's wife: Kate's brother: = Mike's sister: Mike and Lise's cousin: ‘Adam's uncle: Usa's aunt: : Kate and Ryan's nephew: ae Richard's niece: Gas) (Gis) [utta) 8 Circle the correct answer. 1._Mrs French is speaking on the phone, so return your call / her line is busy. 2, How do you spell your name / go out of the office — with an ‘a’ or ano’ after the 'p'? 3. Iwant to cut off / transfer a call to Mrs Robinson. What's her extension number? 4, Your mother’s sister is your unole / aunt. 5. Tm waiting to speek to Mr Taylor, His assistant has put me on hold / left a message. 6. Your nioces and nephews are your chileren’s cousins / parents Follow the flow chart on page 86 and act out the conversation. Student A: You are the receptionist at Greenford Lawyers, You are answering the phone, Student B: You are caling Greenford Lawyers to speak to Jenny Gold. \Yiteoot ane 18) 3)32 ~ ) Dealing with ~ Phone Requests (C Getting Started: Vocabulary (page 176)) 1 Read the e-mail. Then circle the correct answers on the right. 4) Hi Sharon, John has just called - he wan't be in today. He wants to remind you to retype the Muller contract. {The dates were wrong,] Before you do that, he would like you to give Bob the new sweater designs. They're in a yellow folder on top of John’s filing cabinet. He forgot to put them Today, John is ... on Bob's desk, so please apologise to Bob for the delay. anno Finally, can you resend his e-mail from yesterday to By ouk attain 2, Sharon has to... . Maria in Mexico? She says she didn’t get it Thanks, Oliver ‘a, correct the Muller contract b. resend the Muller contract 8, The first thing Sharon should do is .... ‘a, resend an e-mail to Marla . give Bob the new sweater designs 4, The new sweater designs are on... a. the fling cabinet b. the desk 5, Maria diin’t a. send the e-mail receive the e-mail 2. An administrative assistant (A) is talking to two customers (B and C) on the phone. Listen to the dialogues and fill in the missing words. ) 1. A: Good morning, Malton and Sons. Liz 2. A: Good moming, Malton and Sons, Liz speaking. How can |help you? speaking, How can |help you? B: Good morning. This is ".. an G: Hello, This i nn + | an't get from Martindale imports. Can | speak to through to Bella Jonas. Is she in the office? Wiliam Spence, please? At Yes, but she's unavailable at the moment. A: I'm sorry, Mr Spance is out of town. Cz L9ee. She sent ME AN 8 nnennen Can I take a message? right before the weekend, but she forgot to B: Yes. Please tel him that there's a problem attach a very important © " With the 2m WE FECES. tot have to discuss the matter with him A: I'm sorry about thet, I'lllet Mrs Jones know. urgently, : I'm afraid that isn't good enough. I've lost AL Certainly. 11 neem Hi NG valuable time because of this. I need the he'll get back to you as soon as possible. contract urgently. B: Thank you. A: Lapologise. I'l see what I can do. I'll get At You're welcome. back to you immediately. 23. Practise the dialogues in Exercise 2 with a partner. Pay attention to the expressions in ‘colour.4. Read the dialogues in Exercise 2 again, Then correct the sentences below by changing the words in bold. 4. Wiliam Spence is in a meeting, 2, There is @ problem with the books he sent, 3. Mr Spence wil got back to Liz, 4, Bolla Jones forgot to attach a photo to the e-mail she sent to vim Murray. 5. According to Jim Murray, he has lost customers because of the mistake. Working with Vocabulary 5. Listen and repeat the phrases. Then complete each sentence with the correct phrase. «) get back to + let me know + is unavailable there's a problem + deal with this problem get through « isn’t good enough lose valuable time « discuss the matter with the Internet. {can't send e-mails. 2. I don’t know how to. Maybe you can help ma. 3, Adam phoned while you were out. He wants YOU 10 nn him. 4, 'm afraid Mr Bell —___ Can I take a message? 6. We must have a meeting to "6, The qualty of hese jeans ee | We must order better ones. 7. Mrs White needs an answer right now. She doesn't want to 7 ~! Bo PlCASS annem when MF Ross retutns. | must show him this letter! 9. Mrs Ray's line is busy | can't toher. 6 Listen and repeat the words in bold. Then circle the correct answer. 4) 1. You mustn't forget to do it= I'l remind / apologise you. 2. I'm in my car, driving to the office, but I'l resend the e-mail at the moment / ‘as soon as possible. 3, I'm sony there's been a solution / delay ‘today, but I'l bring the post to you soon. 4, Attach / Correct the photos to your e-mail 7 Listen and repeat the clothing items. Then write the correct item for each number. dross + jeans + trousers + boots skirt « shoes « shirt + sweater Listen to the phone conversation and answer the questions.) Where is Mrs Matthews right now? Wha is phoning her? What problem with the dresses is there in the contract? |. What problem with the trouser ‘contract? there in the . When is Joe going to meet Mrs Matthews? 33(rr 34 | Calling for Service 1. Read the log. Then write T (tue), F(lalse) or DS (doesn't say) ‘text to the sentences below. 4) Maintenance Problems Log \ printer toner 2nd floor Computer Technician 2nd July cartcge stuck Dave Alpert igeseat jammed lock oh Accounting Department Carpenter th July fling cabinet Filing roo Belinda Morgan problem with Managing company car Dunes Mechenice 6th July Director's car #82113 4 Broken eg on ‘ground floor Carpenter 44th July reception desk Balinda Morgan kipping tap men’s tolt on Jeffs Pumibing 15th Jy tstfloor compilter crash "Fine Direoiors Computer Technician. 2tetuuly computer Dave Alpert aerionditioner warehouse - the ane on Ai-Condtioner Technician 28th July not working the wall fecing north Cari Johansson ‘A dripping tap was repaired in the women’s tollt on the 1" floor on the 15 July. A carpenter solved two problems in the office on the same dey. ‘The Managing Director's car wouldn't start an 6* July, ‘The same computer technician repaired the computer and the printer ‘There is more than one air-conditioner in the warehouse. ‘The reception desk was broken for two weeks before it was repaired Parenn At administrative assistant (A) is calling «3 Practise the dialogue in Exercise 2 with a plumber (B). Complete tho dialogue with the partner. Pay attention to the expressions in words below. Then listen to the dialogue and colour. check your answers, 4) a quarter + water « holp « before 4. Read the dialogue in Exercise 2 again. Then ‘A: Hell, is that Wellsmith Plumbing? chee eee Br Yes, its. HOW GAN 1. you? 1. Which company has got a problem? ‘A: This is voy from Burton's Bread factory. We've Who are they calling? got a problem here. There's a burst pipe, a | see, Have you turned of the 2 7 hal lei Sc the problem? A Yes, we have oe OK, I'll be right over. 4. What have they alreacly done? A: Can you tell me how much the repair will prt ee 8. How long wil it take the B: Ihave to see thepipe® plumber to arrive? Can give you a price quote, ee A: When will you get here? 6. What should they do next? B: Inabout* ofan hour ay A: Is there anything else | should do in the meantime? B:_ Yes. Turn off the electricity if there's @ hot water heater in the area, ‘A: Fine, ldo that right now. Thanks,Working with Vocabulary 5 Listen and repeat. Then match the problems to the pictures below, 4) 1. ripging tap 6. break in 2 power cut 7. broken door handle | 3. burst pipe 8. car won't start } 4. Jammediock 9. computer crash 6 Listen and repeat the jobs. For which problems in Exercise 5 would you call each person below? «) 1. plumber dipping tap, burst pipe 2 leaner ‘mechanic CAPEMEE electrician ‘computer technician police officer... Noone Ti ‘same meaning in diferent languages. Thase ‘words ere called cognates and they help us learn ‘@ new language. How do you say the following words in your language? mechanio__electrictan police 7 Listen end repeat the words in A. Then match ‘the words in A to the definitions in B. 4) A repair Price quote cheap expensive in the meantime be right over B . an estimate of how much something wil cost Pmaeena when something costs a lot of money to come immediately until something happens when something doesn’t cost much money — f. to fhe something that is broken or doesn’t work property I Paeg Follow the flow chart on page 86 and act out the conversation, Student A: You are answering the phorie at Raymond Electriciens. Student B: You work at Sugar Sweets Factory. YoU are calling Raymond Electricians with a maintenance problem, ‘Ywererook, age 18 35) Scheduling Meetings i (© eting States Vocabary Gage 177) if 1 Read the e-mail. ‘Then complete the chart. ) Dear All, Our marketing meeting will take place on Friday, 22nd February, in the conference room on the fifth floor. The meeting will start at 9,00 am. sharp and will end at 1.00. There will be a 15-minute break with light refreshments at 11.00. ‘A microphone and projector will be set up in the conference room. If you need any other ‘equipment, please let me know. Thanks, Jenny Berquist 2 Two administrative assistants (A and B)are (93 Practise the dialogue in Exercise 2 with a ‘scheduling a meeting. Listen to the dialogue Partner. Pay attention to the expressions in and circle the correct answers. +1) colour. A: Hello, Diane. This is ' Cathy / Katie, John - _ \) Mack's assistant, speaking. I'm trying to 4: That Caley Epos oa ee | schedule a meeting with all the * directors / peal sentences. Correct the false sentences. B: Right. Alice mentioned that to me. When is 7 Pied bail and Alice are going to be at the meeting going to take place? lemecing: A: We'd like to hold the mesting on 3rd ae ae nama March, John asked me to check the date ~ 2, Katie wants to check if the date is with Alice first. 1s she free on the 3rd? convenient for Alice, B; Just a minute, I'll check Alice's * calendar / aa computer ... No, I'm afraid that won't work. 3. According to Diane, 3rd March is ‘She's got a previous commitment on the 3rd. convenient for Alice, but the time isn’t, A: |see. Would Thursday, 5th March, be ceiceanesobsnebierias caeceae convenient for Alice — at “two / three 4, John is unavailable on the moming of ‘o'clock in the afternoon? sth March. B: Amid-morning meeting would be better — - poesia, 5. Atthe meoting, John wants Alice to 'm sorry. John will be tied up all that present the development of a new moming, company product. B: I's not ideal in the afternaan, but it's OK. A: Great! | know John wanis Alice to give a presentation on the company’s “sales techniques / sales performance at the 7 meeting, but I'l get back to you later with \We can divide the day into emailer sections, more details Using the terms mia-moming and mid-aftermoon. B: OK. Let us know as soon as possible. 36Working with Vocabulary 5 Match Ato Bto form phrases. Then listen and ‘Listen and repeat the words. Then complete repeat. 4) each sentence with the correct word. 4) A B sharp + equipment + projector * microphone 4, Ake a. amesting break + light refreshments 2. give b. arrangements BIO aia wladedareecenoneta 3, hold c. appresentation ee er a ngihehead 2. ‘The meeting wil start at one o'clock Ae tna = Bee cee = You musin't be late. S.nahieky p=ateuilace 8, We've prepared some 6 Listen and repeat.“ ait 1. patticipant 4. The ORY een Pt 2. schedule the conference is my computer. 3. confirm 5. I'mgoing to show the presentation on a 4, attend a ‘ 5. free 6. You wor't need to speak loudly. You can use 6. convenient a i ey 9 Complete the sentences to show you 8. tied up understand the meanings of the words in bold. 9. previous commitment 1, You can't schedule two mestings for the SaMB PErSON at tHE SME nnn 2 Carnie the corvest answer, 2. When people ae ec up, #means thay are 1. Lets schedule / hold the meeting for mic- afternoon. | don't like lunch meetings. 3. ameating stats at 9.00 sherp, t won't 2. Would 3 o’clook on Monday be a busy / Sane Alecia Le 4, Youusea microphone when you want ail the 13: Can you confirm / take place that you're people in the room to you coming to the meeting? leary. - 4, can't check the calendar / attend the 5. You use a projector when you want all the meeting because I'll be out of town. people in the room to 5, I'matraid | can’t come to the meeting I've leary got a previous commitment / participant. 6, You have @ break when you want io . I nust make arrangements / give a : "a meating for a few minutes. presentation about banks in ireland, °7. Everyone is too free / busy to have a meeting this evening. Dan is going to wedding and Sve wil be tied up / ‘convenient with a conference call from the Jeff is calling Amy, a senior marketing representative, to schedule a meeting. Listen to their conversation. Then complete the e-mail that Jeff sends to the other participants. 4) Dear All, I'm happy to inform you that we have scheduled the annual meeting for the Salas Department. The meeting wl take place on Thursday, «ttl start at and end at « twill ake place at The ms HOEDL OM ® errr ‘treat (opposite the *... ) Please let me know if you cannot attend the meeting 37Rescheduling Meetings (ating Stare Vocabay bage 17D) 1 Read the page from Michael's diary and his note. ‘Then answer the questions on the right. 4), ‘Az [will The problem is she wor't be able to ‘make itt the meeting you arranged for Can we reschedule it? Certainty, What date is convenient for her? ‘What about Tuesday, * _1 I'm afraid | won't be available. 1 be in * sarsaasiaeeathes Az I'se9, She'll also be free on Wednesday, Men Would that suit you? B: Let me check. I've got a video conference scheduled for ®.. in the afternoon, but other than that, I'm free. Great! Will 11.00 in the morning be OK? Yes, that's fine, 10n SoMeOne Isl, we say got better, soon, get well quoldy or get well soon. 38 (qanmay [13"May |14*May [15% May 160 i 10,00 - 16.00- Conference in| Seles meeting | 10.00 fe is meeting with | Swindon at City Tower | meeting with | 4 Which item won't Michael attend? SimLowiny | concel my |Room312 | Mrs Mats at ee office paricpation Reschedule for her OO | 2. Which appointment wll ben the Move cartier - her sults Her?| game day but at a ciffarent time? to 1000 eee 7400- 8. Which apportment wil be ata leter meeting with dale Hr Shelly, bank manager] 4. Which appointment will be a My plans hate changed. Please at bank few days eater than planned? reorganisc my schedule according Postpone to oe “_— to my notes in rea te 5. Which appointment hasn't Michael | got an alternative date yet? ae 7 esi 2 Mark (A) is talking to Mre Brody (B) about 2.3._Practise the dialogue in Exercise 2 with a rescheduling a meeting. Listen to the partner. Pay attention to the expressions in dialogue and fill in the missing words. i colour. ‘A: Hello, i that Mrs Brody? This is Mark Fyouh, clacbine nereaneecininiirative 4. Read the dialogue in Exercise 2 again. Then Lats, Correct the sentences below by ehanging the B: Hello, Mark, What can | do for you? uae i oes aes tan ‘A: Well, unfortunately Ms Marsden has got flu eee 80 she won't be at werk for oe SYS. —-—— 8 Oh, fm sorry to eer that. Tol her that | hope 2. Mat want cance 2 esting she gats better soon ee oe 8. “Tuesday, Sth January is convenient for everyone. 4. Mrs Brody has gota sales meeting scheduled for the afternoon of 13th January. 5. ‘They decide to reschedule the mecting for 4.30 in the afternoon, LYWorking with Vocabulary 5. Listen and repeat. 4) 1. reschedule 2, arrange 8. postpone cancel reorganise suit participate Neos 6 Gircle the correct answer. 4. |oan't make the meeting on Tuesday. Can we ... the meeting, please? a. arrange . reschedule 2, We don't need to meat because we've already ciscussed everything. Let's... the meeting. a. postpone b. cancel 8. Katie willbe in the office on the 28th, Would that ... you? a. suit b. reorganise 4, won't be able to ... in the conference because of a previous commitment. a. postpone b. participate, 7 Listen and repeat the words and phrases in bold. Then match A to B to form sentences. «) A 1. Michaelis on the phone and needs directions because ... 2. David Jones is held up in a traffic jam because ... 3. MrKolly had to leave the office urgently because ... '=4, Greg came for his appointment on the wrong day because ... 5. Well have to start the meeting at 2.80 instead of 2.00 because ... 8 a. he felt il. bb. his assistant got the dates mixed up. ©, he has got lost again! d._ the Managing Director is running late. 8. there was a car accident on Central Road. 8 Liston and repeat the health problems in bold, © ‘Then read the sentences and write the correct person's name under each picture below. 4) 1. Peulhas got a cold. 2. Debbie has got earache. 8. Olivia has got a broken leg. 4, Sharon has got @ headache. 5. Alstairhas got an upset stomach. 6. Lucy has got toothache. 7. Nell has got @ sore throat, 8. Kathy has got flu. a Dyowertiin You and your partner want to schedule a business meeting, Find a date and time that suits both of you, If a particular time or date is not convenient, tell your partner why. ‘Student A: Check the diary on page 86. Student B: Check the diary on page 91.40 A> tng srt ecroucy ese ra MCs ur ancy. eek ee) Eee Coun ills) Hi Lily The first day of the exhibition has ended and | things. Our stand looks great. As we decided, it isn't very big, but the display boards are very impressive and the visitors love our brochures and catalogue. | hope we don't run out of them before the end of the exhibition. There's a lot of interest in our new product, although some people have complained that the price is too high. We're definitely attracting more visitors, ‘than our competitors. have one request. 'm running low on business cards, Could you please take two packets of business cards from my desk and give them ‘to Deborah? She's arriving at the exhibition ‘tomorrow, so she can bring them with her. Sincerely, Rob 2 Two visitors at an exhibition (A and B) are ‘making emall talk. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) fantastic + participate + cycling « sure + country Az Are you enjoying the exhibition? B: Yes, lam, There are some very interesting stands here, especially the ones about A: Yes, the new bicyoles are ®_ 7 Shame about the weather, though. B: That's tue. 'ms ‘many people decided not to come because of the storm. Az It’s too bad. In my « sevnne + POOPIE don't stay at home because ofa lite rain. B: Where are you trom? “I'm from Thailand, My name's Ploy. B: I'm Abin. I'm from France. Nice to meet you. ‘A: Oh, do you follow the Tour de France? B: As a matter of fact, 'm going to * nm the Face this Year. A: Realy? Wow! | want to thank you for all your work in organising * A ‘The stand at the exhibition isnt. There might not be People think the new product is The competitors’ stands are etiracting Rob has got gees 5 B fewer visitors. expensive, business cards on his desk. very big. enough promotional material for the entire exhibtion. ee95e = 8 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then rect the sentences by changing the words in bold, 1. Visitor A likes the food at the exhibition. 2. The weather is warm today. 3. Visitor A comes from Japan. 4, Visitor B is from Britain, 5, Visitor B likes football. discuss the weather. I's an especialy popular topic in BritainWorking with Vocabulary 5 Listen and repeat the words in bold. Then circle the correct answer. 4) 1. Last year, we produced a very attractive 20-page exhibition / brochure, 2, Our company has got a big leaflet / stand at this year's exhibition 3, Aparson’s business card / display board ‘always gives the person's name and contact information. 4, Its important to have good promotional material / competitors at an exhicition. 6. Atsome exhibitions, companies give name tags / free gifts to the visitors et their stands. 6 Complete the sentences with the words below. display boards + name tag + exhibition compatitors « leaflets 4, The shoe. now was a three-day overt. 2. You should put your on your shir, for everyone to read. 8. Our company is called Comiffoot. Our biggest ate Mandarine and Toots. and tree gifts We gave OU an at our stand. 5, There are enormous photos of our company’s hotels on our — 7 Liston and repeat. Then match the countries | to the nationalities. 4) ‘Thailand « French + Japan « Irish « Italy Nigeria + USA « Italian + Britain « German France * Japanese « British + Peruvian Nigerian + Germany + Thai + Peru « Ireland ‘American nd. Thal. eer cece 10 ae asen 8 Listen and repeat. Then complete the diagram with the words. 40, warm + hot * cold freezing + cool 9 Listen and repeat. Then write the correct word under each picture. 4 ralny + sunny + cloudy « stormy + snowy « windy ‘Alison and Michael work in different departments ‘of a company, They're taking the lift together and ‘making small talk. Listen to their conversation and circle the correct answers. 4) 4. Where cid Alison go on her trip? a. toCyprus b. to Greece 2. What was the weather lke on Alison’s trip? a. lovely by. terrible 3. Which stand was popular at the exhibition? ‘a, acompetitors _b. the company’s 4, What does Michael like?, ‘a. the company's display boards b._ the competitor's brochuresGiving Directions SNE Co Seu ee eee ie a Nee Cae ee BONS i eae er one ecg eT) i f SaeeCne ea Wintenichcn because rem omsersanas ) Why donit Nena ‘out the restaurants, shops, galleries and othenexciting Petes al tee see esse Usps 2 aaa Turn left as you go outof the Exhibition Centre. ‘Cross Forest Road at the trafic ight, Youll see tram stop. Take the number tram three stops toVictoria Street. Youil pass the building Con theleft ust before you get off the tram. 1 ion sin Turn right as you leave the Exhibition Centre - Then take the second left. Go straight and ‘cross the unction with Elm Street. The building will be on your right. ‘A-Modem Art Gallary Cosmos Discotheque C= Newby Department Store D—TeFrench Restaurant = RoyalResteurant F- SuchiBar 6 -Scerce Museum ‘Some words have got more than one meaning, ‘Take the second turning on the right. | ust a second, | ‘Thats right. It's right naxt fo the bus stop, 2. Avisitor (A) is asking a clork (B) at the train station how to get to the Exhibition Centre. Listen to the dialogue and circle the correct answer. 4) ‘A; Excuse me, how do | get to the Exhibition Centre? B: Well, you can take a taxi, but there is ‘always / often a long wait. It's quicker to take the bus. ‘A: Fine. Is it complicated? Br No, its quite easy, Follow the signs for the Greenfield Road exit You'll see couple / dozen of bus stops outside. A: Which bus do | need? Br Take the 27 or the 24, A: Which is better? B: The 24 is a direct bus, so it's quicker, but i's less frequent than the 27. ‘A: OK, Where should | get off? B: On “King / Queen Streat. It's the fifth bus stop an the number 24 and the * sevanth / seventeenth stop on the 27. ‘;_ Just @ second. Let me write this down. And where is the Exhibition Centre? : It’s right next to the bus stop, ‘A: Great, Thanks, 42Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. Read the dialogue in Exercise 2 again. Then answer the questions. 4. Why Isn't it recommended to take a taxi from the train station to the Exhibition Centre? 2. Where are the bus stops near the train station? 3, Which bus has got a direct route to the Exhibition Centre? 4, How many stops is it from the train station to the Exhibition Centre on bus number 247 Working with Vocabulary 5 Listen and repoat. Then write the correct type of transport under each picture. 4) bus + underground « taxi + ship + motorbike train + aeroplane + tram + feiry @) London, the underground is called the Tube. 6 Listen and repeat. Then match the words to the items in the pictures. ») 1. trafic ight 2. junction 3. route 4, sign 5. entrance 6. 7, 8. exit bus stop |. train station 7 Liston and repeat the verbs in bold. Then circle the correct answer. +) 4. geton... a. acarpark b. abus 2. getoff... a atrain —b. atrafficlight 3, pass... a, abuilding b. aroule 4, cross... a, anexit —b, ajunction 8 Complete the sentences with words from Exercise 5, 6 and 7. 4. This is the exit. You must go into the shop from its. - 2. Igive the driver at When | take a to work, aA 7 is where two or more roads mest. 4, You should... the bus at Oxford Street and you ean walk from there, 5, We travelled across the lake by ‘Student A: You are leaving the Exhibition Centre. Make small tak with Student B, a local person, about the exhibition. Then esk for directions to the Modern Art Gallery or the History Museum Student B: Make smal talk with Student A, Then Give the directions requested, Use the map on page 42.t0 help you Ding Tete page OY totbook. page 22) 43Complaints [Getting Staried: Vocabulary bage 119) 1 Read the memo. Then read the sentences on the right and write ‘the name of the department each call should be transferred to. 4) Subject: Dealing with customer complaints Please remember that customer satisfaction is very important. When you deal with customer complaints, ask for the following information: 41, Customer name and number 2. Invoice number 3. Description of problem | Then apologise for the inconvenience and transfer the caller to the correct department: + Dissatisfaction with the product - Sales and Marketing Department * Defects or damaged products > Customer Services + Mistakes in pricing Accounts Department + Problems with delivery > Shipping Department 2. An administrative assistant (A) is speaking to ‘a customer (B) on the phone. Listen to the dialogue and fill in the missing words. 40 ‘A; Hello, Fashion World, Patrick speaking, How can | help you? B: Hallo, this is Janice Taylor from Brokers. ‘There's a problem with our last order of scarves. ‘Az I'm sorry to hear that. First, can you give me your customer number, please? 1 YS een = ‘A: Thank you. Have you got the invoice in front ‘of you? What's the number? eS ‘Ac What seems to be the problem? B: Well the scarves are perfect, but unfortunately, you've got the wrong price on the®... |'s99, Can you give me more deteils? Certainly. The price on your price list is oe te, ut YOU'VE charged me ® ‘A: Just one moment, please, and I'l put you through to our Accounting Department. Thank you. Receiving Customer @3 The contract says £10 per T-shirt, bbut you have charged me £20, | don't lke the colour of the soarves. SS, 3. Where are the phones? They haven't arrived yet! A 4, There's a defect in all the jeans. They haven't got any pockets! | Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again. Then complete the notes that Patrick took. Caller's name: . Companys non Customer number: Transferred (02 oe nnn @ one dress ~ lwo dresses ‘one scarf ~> two scarves ‘ong box + two boxes. one delivery ~* two deliveriesWorking with Vocabulary 5 Listen and repeat the words and phrases in bold. Then circle the correct answer. 4) 1. The prices on this invoice are too high. There must be an error / a defect. 2. The catalogue hasn't arrived yet. It must be lost in the post / damaged. 3. I didn’t order that. You've sent me a faulty part / the wrong item. 4, Customer satisfaction / dissatisfaction is very important to our company. 6 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. +) 4. customer number 2. price list 8, charge 4, overcharge 5. shipping date 6. cause a problem 7. make a complaint 8, apologise for the inconvenience a, The—— shows customers how much each product costs. b,_ How much do yOu na fora computer mouse? ©. Imyary sorry we sent you a damaged TV. "We cldn't mean to... you, You're right ~ the price should be lower. , The. is when the iter leaves the company’s wershouse. FF 10 nn * delivered the wrong iter! ‘9. The company can use the aoe 10 see which iterns @ ‘customer has bought in the past hh 'm sory the package arived late. Did it aaa You've 7 Listen and repeat. Then match the items of ‘clothing to the pictures. 4) a. Tshirt of sandals -- b. socks 9. hat c. sult fh. gloves d. tie i scart e Emily is answering the phone, Listen to three ‘calls Emily receives from customers and complete the forms below. +) Name: ei Customer number: Problem: Transferred to: Name: Customer number: Problem: Transferred to: Name: Customer number: Problem: ‘Transferred to: 4546 Handling Customer Complaints 1 Read the e-mail. Then circle the correct answers on the right.) Ea Dear Mr Greystone, |'am writing to complain about the inappropriate treatment | received from your company. You sent me a machine that was missing a part and because of this, production was stopped in my bakery. As a result of your error, my bakery lost alot of business. When | made a complaint to an employee at Customer Services, she was rude and refused to offer compensation. {lam sure you understand that | wil be looking for a new supplier. John Higgins Sherrie’s Bakery | Wry is John Higgins writing to the company’? a. Heis angry with their service, He is waiting for their machine to arrive. 2. What happened to the machine the company sent him? a. Itmade a noise. b. itwasn't complete. 3. What happened because of this? a. John Higgins sold his bakery, b. John higgins lost money, 4, What happened wien John Higgins spoke to a representative of the company? 8, The representative offered him money. b. The representative aiain’t speak ricaly tohim. ‘What does John Higgins say at the end of the mail? 2 The Head of Customer Service (A) is speaking toa customer (B) on the phone. Complete the @. He won't continue working dialogue with the words below. Then listen to with the company. tthe dialogue and check your answers. 9 b. He plans to work with the ‘manager + mistake + order number ‘company in the future, this morning + overcharged ‘A: Homeways Furnishings, Sarah speaking, How fase PP ve : {28 Practise the dialogue in Exercise 2 with a Vordered six lamas for or brary. They arrived partner. Pay attention to the expressions in Me but three of them are ‘poloue’ ‘broken. What's more, you've * mniinennnnane ME FOF the lamps! 4 Read the dialogue in Exercise 2 again. Then A: I'm very sony to hear that, sit, Please give me correct the sentences below by changing the the order details. I'll be happy to assist you. words in bold. B: My name's Glen Barmard, I'm the 1. The library received three lamps from * - of Shendon Library. The Homeways Furnishings, +s 225-10. ae ere ee A: Let me check our records. Yes, | see your 2. Gien Barnard apologises about Hameways ‘order, Mr Barnard, We'll replace the broken Furnishings’ service. lamps immediately. You can retum them at ; See reece our expense, ; Eo eeaea ; 9: The ary wi py trem the rokon on the invoice? 4, The order number on the invoios was ‘wrong, A: We'll credit your account with the difference. B: OK. Wel, hope this won't happen again ‘A: I'm sure it won't. We appreciate your business and will do all we can to keep you satisfiedWorking with Vocabulary 5 Listen and repeat the words. Then complete each sentence with the correct word. ) relum + suggest + refuse + assist compensation 4. Thank you for caling. I'l be happy to you again in the future. 2. Please... the faulty part to us as soon as possible, 8, WEN siemernnennne fF tHE inconvenience you have caused me. 4, How could they nom t0 rep the printer? You only bought it a week ago. 5. I don't know what to do. What do you 7 6 Listen and repeat the words and phrases in bold. Then circle the correct answer. 4) 1. Did they lose business / credit your account after they overcharged you? There won't be a problem replacing the watch because its stil at our expense / under warranty. | can't remember exactly what you ordered. check my records / make a claim. 7 Listen and repeat the phrases in bold. Then write six sentences using the chart below. Use all the phrases in bold. «) makes a noise. istorn. isn't fresh. has got a hole, is broken. is missing a part. The shirt 8 Listen and repeat. Then write each adjective ©) under the correct picture. 4) satisfied « embarrassed + surprised disappointed + polite + confused Good moming, how ccan |help you? We sometimes form adjectives by adding the suffixes -ed of ing to a word. When we add -2, the adjective describes a person's feeling. When we add -ing, the adjective describes the noun causing the feeling, am confused. ‘This isa confusing problem, Neuen Student A: You are a customer caling customer services with a complaint. Tum to page 86 and ive the necessary details to Student B. Student B: You are a customer service olerk. Turn to page 91. Ask questions to fin the customer complaint form. Then apologise to the customer and suggest a suitable solution to the problem. Writing Tasks, page 104 Workbook, page 24 47Hianna, Please book me a retum fight to Tokyo departing on 22nd ‘March. | want to travel business class and would prefer a night fight. Ifyou can, please find a direct fight. | prefer an aisle seat and please order a vegetarian meal. fd lice to retum to London on 28th March on a direct fight, too. First name: Passport number: Nationality: Destination: ‘One way Return Place of departure: } Date of departure: Date of return: i 58535 ‘Special requests (meals, etc, Lisa (A) is booking a flight for Mr Fisher i with Kate (B), a travel agent. Listen to = ong a) | ‘A: Hi Kato, 'd like to book a return flight to ‘Aine passengers may order special meals Moscow, business class, for Mr Fisher. {or health or religious reasons. Br Cortainly. When would he like to travel? uae eeomest af ‘vegetarian, vegan, low sugar, | He'd like to leave on "rd / 13th January Sty clitar stoet sche ia ta | and retun on 2 10th / 20th Januery. beni arid B: llcheck .... There are stl some places left onan evening /a morning fight via Verna 3 Practise the dialogue In Exercise 2 if that's convenient for him. with a partner. Pay attention to the ‘A: Actuelly, he'd prefer a direct flight. \expreasions.in colour: B: | checked the direct fight first but I'm afraid 4. Read the dialogue in Exercise 2 again. Then L Ihe tly, bested: answer the questions. an you put him on the waiting lst, please? 4 No problem. Would you tke me to hold a ‘ place for him on the fight via Vienna, in case he doesn't get on the direct fight? 2 ‘A: Yes, that's a good idea. i; Would he rather have an aisle seat or a window seat? 38. A: “An aisle seat | A window seat, please. ‘ B: Fine, Lisa, Now I'l check the retum fights. poe ‘Where does Mr Fisher want to go?f Working with Vocabulary 5 Listen and ropeat. 4) 1. book a fight 6. direct fight 2. departure 7. stopover 3. arrival 8. va 4. one-way ticket 8. special request 5. return ticket 6 Complete the sentences with the words and phrases in Exercise 5. 1. According to the fight schedule, the time of —{s 2,00 am and the time of evemene§ three hours later. 2 Ow es in Mumbai. 8. When you go on hoiey, you buy a but if you're moving to another county, you will probably buy a 4. Youcan make a... fora vegetarian meal on the flight. 5, Did you fly to Manchester own. Loneion? 6. A mnrenmemnne 8 the quickest way to travel. To PE 10 a ennnn t0 Zutich on Src May, please. 7 Listen and repeat the words in A. Then match the words in A to thelr definitions in B.) A ‘economy class business class fist class waiting lst fully booked B a, Thisis the most expensive and most luxurious way to fy! - b. This is when no seats are available on a flight. - ©. Thisis for people who hope to get a seat on a fight that is full . This is especially for people who are traveling for work purposes. ¢. This'is for people who want to spend as litte money as possible on their fights. asers 8 Listen and repeat. Then match the words to people and items in the picture. 4) 1. pilot <= 2 fight attendant — 3. aisle seat window seat safety instructions life jacket overhead compartment ‘emergency exit Ti e UK, its an aeroplane, but in the US, it en airplane. In both countries, the short form is plane. Julia, a travel agent, is helping Robert arrange ‘a flight for his Managing Director. Liston to the ‘conversation and choose the correct answers. 4) Bil Canter wants to fy frst / business class, He wil ly irectly to San Francisco / Washington. |. He woul 40 stop in London / Chicago for two days on his Way homie ‘The travel agent will book a seat for Mr Cantor on the fight on 44th / 45th June. Mr Canter would like an aisle / a window. seat. He will have a regular / vegetarian meal. 4950 Problems with Flights (© Gating Started: Vocabulary page 720) 1 Read the updates in an airport's logbook. Then match A to B to form sentences. «) FRIDAY, 6TH JULY ‘17:03 | Flight A2767 from Paris delayed. Estimated arrival time: 19 17:14 Fight RLA32 to Moscow diverted to Kiev due to weather conditions 1718 | Hon P15 om st ets cole cue weer conto 17:22 Flight SU668 to Lisbon to depart from Terminal 3 (instead oF Terminal 2), 17:41 _| Flight ME389 to Wellington added stopover in Banokok to refuel aeroplane, A B 4. Flight AZ767 ... isn't going to take off 2. Flight RL432 b. isn't going to land at its original destination. 3. Fight PB515 C. Is going to depart from a different terminal. 4, Flight SUBS . 4. is going to make a stop on its route. et 5. Flight MES89 ... ©. willanive late, 2 Linda (A) is calling Mark (B), her administrative C23 Practise the dialogue in Exercise 2 with a partner assistant, from the airport. Listen to the Pay attention to the expressions in colour. dialogue and fill in the missing words. <) ‘A; Hi, Mark, I've had a terrible day. B; Linda? Aren't you supposed fo be on a flight 4. Read the dialogue in Exercise 2 again. The sontonces below are false. Correct the sentences by replacing the words in bold. 10h right now’? 1. Linda's luggage wes lost. ‘A: Yes, but there's a problem. I'm stil at the aca airport in? me — ~~ Sa 2, Linde’ orginal fight to Hong Kong was B: Really? What happened? ‘Stepestes ‘Ac First of al, when | got to the check-in desk, | found out that my luggage was overweight, 80 | had to pay for the exoece weight. 8. Linda's new fight wil fly via London, B: Oh, dear. Thet wasn't a very good start. A: No, and it gets worse, My original flight to 4. Hong Keng was cancelled, They found me 7 an alternative fight with a stopover in 5. Linda asks Mark to cancel her meeting with Miss Lee. B: A stopover? Oh, nol Wil you get to Hong Kong in time f0F YOU eeennnnnenne A: Well I've just heard that the flight to Rome is delayed. hope | won't miss my connection. B: Is there anything | can do to help? A: Yes, Please call © at the offca in Hong Kong end sk her 10 reschedule Our MEStINg enn later. B: Ili do that right away. A: Thanks.Working with Vocabulary 5 Listen and repeat. Then write the correct word under each picture.) passport + suitcase + map backpack + wallet + handbag briefease » camera + boarding pass, 6 Listen and repeat the words and phrases. a) Then use them to complete the sentences. 4) eee gaiinieitas London's aor system, with ‘overweight + cancelled « itinerary + make a reservation six ternational alports is luggage + overbooked + change of plan + diverted take off ¢ delayed + weather conditions + land 1. Thereisa... 7 . We're fying via Bertin now. 2. According to the. _-- we'llbe in Dallas on 12th and 13th May. 8. The fight is neer'y ful. You shoutd today. 4. Our fight has been ne By fur hour! 5. I've got a lot of a two suitcases, a backpack and a briefcase. 6. 7. 8. 9. the busiest in the world by passenger numbers, . -I'm afraid your suitoase is 8 Klos, vn YOUTE Only allowed 20 kilos, -.., 80 some people didn't get on the plene. Tne fight WS on ‘There's @ technical problem. The flight is _... We must find another fight! 1. The airport is closed because of.. No aeroplanes: can. sesso ae 10, Flights to Gatwick Airport WERE enna * bacause of a technical problem at Gatwick. num to Heathrow Airport for a number of hours 7 Listen and repeat the places in an airport. Than read the people's statements and write where you might hear each one. ) baggage claim + customs + information desk + passport control « check-in desk business lounge « lost-luggage desk « transit desk 1. "I'm sorry. You can't enter with an economy class ticket." 2. “Look! There's our suitcase — the red-and-white one! 3. "My backpack is missing, ——_____. 4, ‘Ive aved from London end I'm continuing to Lima.” Student A: Your fight to Berlin (on 24th November has just been Ccaneslied, You are requesting a ‘change of plans trom your travel agent. Use the information on page 87. ‘Student B: You are a travel agent, Use the fignt timetable on page 92 to discuss options with Student Then filin the booking form. "Where can | get a train to Victoria Station?” 6. “How many pieces of luggage do you want to check in?” 7. "Please open your briefcase, Have you got anything 10 2Clar©?" a mennnnrnnenenn 8. “Please show me your passport.” 120k page 26) 5]52 (Getting Started: V 1 scabulary (page 121) Read the advert, Then answer the questions below. 4) NaN OG BELWARE HOTEL ‘Moder and elegant four-star hotel Pepucia mene eae le wt central location ty modem fitness centre special executive suites and luxury suites st heated indoor swimming pool and large outdoor pool sx two restaurants + fullwequipped business centre % conference centre with full amenities "3 PoC een econ ene eee ere What kind of guests does the hotel want to attract... Whereis the hotel? .... 4 Can people attend conferences at the hotel? Pe eee co ‘Where can guests do exercise? : pact ‘Where should a guest at the hotel go to send a fax? ‘Can guests go swimming at the hotel n the winter? oosers A.caller (B) is getting information from the Cornmere Hotel receptionist (A). Listen to the dialogue and circle the correct answers. 4) ‘A; Cornmere Hotel, Mslanie speaking. How can thelp you? B: I'd ke some information about your hotel, 3. Practise the dialogue in Exercise 2 with a please. First of al, where is it located? partner. Pay attention to the expressions in ‘A: We're located vary close to the “beach / colour. airport on Sithcoe Sireet. Bi: 1900, [s there WI-FI at the hotel? 4. Read the dialogue in Exercise 2 agein, ‘Then complete the form below. A; Of course! There's WHF in every room. i Many of our guests are ® tourists / business travellers. nanie ofhitel ———— B: Is there an extra charge for the Wi-FI? A: No, it’s frea of charge. Location: 7 B: Excellent. Have you got a * swimming pool / fitness centre? ee a Type of quests: ~——- As Yes, and we've also got a spe. B: Great! Have you got vacancies from * 2nd / 3rdto 6th January? I'd lke an executive suite —® half board J ful board. ‘A: One moment, sir I'l check. CWorking with Vocabulary 5 Listen and repeat the hotel facilities. Then match them to the descriptions below. +1), business centre 5. lounge fitness centre 6. spa ‘swimming pool 7. gift shop room service 8. laundry service pepo ‘You can swim here. ‘You can relax and get a massage here. ‘You can sit here with visitors. ‘You can buy souvenirs here, ‘There are usually fax machines, ‘computers and printers here. — f You can send your clothes here for leaning, _— g. You can order food and drinks from this ‘and have them sent to your hotel room, _— h. There are machines for physical exercise here. 6 Listen and repeat. Then write the correct word under each picture. 4) shop assistant + bellhop + housekeeper guest + masseur + lifeguard ‘Complete the sentences with the words from Exercise 6. cleans the rooms. comes to stay at a hotel. _—. keaps swimmers safe al a pool ar beach, 4 ives people a massage 5, takes the visitors’ suitcases to their rooms. helps customers in a. Listen and repeat the words in bold. Then tick the logical sentences. 4) 1, The hoiels location is near the aipor. ... 2. Only five-star hotels have got vacancies. _. 8. You can get a massage at the spa for an extra charge. 4, Standard rooms are more expensive than luxury suites. .. 5. The executive suites have got al conditioning, _- 6. Allthe souvenirs at the git shop are free of charge. 7. Ifyou choose half board, you only receive brealdast, 8. Ifyou choose full board, you get three meals a day. Vietoria is calling a business colleague, Jake, in order to ask about hotels in his tow. Listen to the conversation and complete the chart below. ) Gienn | Moor |/Gastie House) Hotel | Hotel . itserves a very (good breakfast. . Its close to Jake's offices, Its got two restaurants, . Its a fourstar hotel . Its very expensive, 53gs 54 1 Read the text from a hotel directory. The ilete the sentences on the right. Hotel La Mer (Rates per night) Tewlseazont) Standard room £156 €130 Executive suite £225 €200 Luxury suite £315 €290 * (une-Sept, Dec 24tvian 13 *(OcMay) x All rooms non-smoking. > Luxury suites include balcony with sea view. 2 Rates include service charges and local taxes. x We offer a choice of breakfasts: buffet, English breakfast or Continental breakfast. Check-out time Check-out time is noon. If you need a late check-out, please contact the reception desk. Laundry service Towels and sheets are replaced daily by our housekeepers. For personal laundry service, dial 1511. Swimming pool / Lifeguard The swimming pool is open from 8.00-19.00 with a lifeguard on duty, Swimming is not permitted at other times. Pool towels are available free of charge. |. An executive suite will cost 1. Local taxes are included in the . tices ON 27th December. In February, a standard room will cost 1. Guests aren't alowed £0 rwmu - inthe rooms, Guests must check out of the hotel by 3. The hotel laundry service replacas the guests’ — every day, + Guests who want their clothes to be washed should me Guests are allowed to swim at the pool between : A buffet breakfast is a wide selection of ccacked andi cold food for salf-sarvice. An English breakfast is @ cooked meal - usually bacon, eggs, sausages, baked beans, toast, mushrooms and tomatoes, ‘Continental breakdast includes tea or cotfea ‘and a pastry or bread with butter and jam. 2 A caller (A) is getting information from a reservations clerk (B) at the Forest Hotel. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. i) standard rooms + tea + July + two o'clock + nights A: Hello, '¢ like to inquire about rates, please. B: Of course. What type of room are you interested in? We've got " nd executive suites, 'd like an executive suite, please, OK. When will you be in town? On 7th Jily, FOF 1W0 & an | see. Are we talking about double or single ‘occupancy? Single occupancy. is ig high season. The price is £135 per night. Dr>a> De A: OK. I'd like to book @ room for two nights. B: Certainly. Our checkin time is ‘A That's fine. By the way, is breakfast included in the price? B: Yes, Tha price includes a Continental breakfast. There's also a® = and coffee-making comer with a kettle in the room. A: Wonderful. B: Good. So I'll just take your details. Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.Listen and repeat. Write the correct word 8) 4. Read the dialogue in Exercise 2 again. Then 7 read the false sentences below and correct tunder each picture. ¢) them by changing the words and expressions ft beet inbold. : 1. The hotel has got three different typas of Soe cara 3. armchair 4, coat hanger 2, The callar is planning to arrive on 7th June, 3. She wants to reserve double occupancy. 4, Guests can enter their rooms from noon. 6. Lunch is included in the price. Working with Vocabulary 5. Listen and repeat the words in bold. Then circle the correct answer.) 4. The check-in time / bar is from 15.00. 2. Prices are usually cheaper in low season / high season. 8. I'm traveling alone, so I'd fke single occupancy / double occupancy. 4, There's @ beautiful view from the check-out time / balcony. 8, The price includes service charges / non-smoking. Guests who come to our hotel regularly get special rates / taxes. 6 Listen and repeat. Then write the correct word next fo each number. 4) bath + shower + towel hairdryer gerne Soe fee 8 Answer the questions about the words in = Exercise 7. 1. Which of the words are connected to beds? 2. Which of the words are connected to alothes? Student Ai You call he Eagleview Hotel to ‘ask about room rates. Use the information on, the reservations form on page 87 to book the reservations, Student B: You are a reservations clerk. Give Student A information about room rates and ask ‘questions to complete the reservations form on Page 93 \f Weorktvook, page 28) 55(Gating Stare: Vonage 725) 1 Read the e-mail, Then complete the car rent form. 4) 2 Hille, Hneed to renta car while I'm in Glasgow. Please arrange for me to pick it up at Glasgow Airport on 19th September. Il drop it off there, 106. usually rent an intermediate class car, but this time I'm travelling alone, so I'll take a compact class car. My plane lands at 9:00, Please book the car for 9.30. My return flight is at 17.15 on 22nd September. I'l drop the car off at about 15.30. Id like an automatic car, but ifthere aren't any available, manual willbe fine. ‘Thanks, David West Type ofcar:CAutomatic OManval 2 A.caller (A) is speaking on the phone to a clerk at a car rental agency (8). Listen to the dialogue and fil in the missing words. ) A: Hallo, 'd like to rent a car in Carciff from Certainly. We've got two pick-up points: G28 Practise the dialogue in Exercise 2 with a ‘one al the irain station, and one at the partner. Pay attention to the expressions in ie ab colour. AS Tn erin by tre 8 Ih fo lap ti, 4 Read the dialogue in Exercise 2 again, Then ‘car at the train station. B: Which class of car would you prefer ~ compact or intermediate? As I'm not sure. There are® . ‘other people traveling with me and welll circle the correct answers. 1. Where is the customer going to pick up the car? a. atthe train station b, at the alrport eechhew asukcase. 2. Which class of car does the customer BB: In that case, you should take the eee : intermediate class. Would you like an @. compact b. intermediate automatic car? 8. How many people are going to be traveling A Yes, please. inibsrcer? B: When would you like to pick up the car? &, tee b. thes A At — intheiatterocn, 4, When is the customer going to pick up the 2 B: OK. The car will be ready for you then. rae When do you intend to return it? at querter past one A ATS nueinmnn tf the @vening on b._at quarter to one 4 ~ at the aiport. 5. Where s the customer going to drop off the Fine. Now, if you could just fax me a copy cat of your driving licence, please. a. atthetrain station b, at the airportWorking with Vocabulary 5 Listen and repeat the words in bold. Then circle the correct answers. +) 1. I'd like to rent / park a car for a two-week trip across Europe. 2. I'm fying to Leeds, so the pick-up point / drop-off point wil be Leeds Bradiord Airport. 8, You must pass a test to get your Identification / driving licence. 4, You must have Insurance / unlimited mileage in case you have an accident. 5. Acompact car / An intermediate car is better for a big family. 6. Its easier to drive a manual car / an automatic car. 6 Listen and repeat. Then match the parts of a car to the pictures. +) 1. bonnet 2. boot 3. tyre 4, windscreen wiper 5, number plate 6. seat belt 7._ steering wheel 8 gear stick ip Gi... ‘elated to diving are often ciferent in UK Engish and US Engish. Some words are very diferent and some have only got different speling. Here are some examples: UK | ctling cence US | crvers conse GS fat tire puncture petrol gas Listen and repeat. Then write the correct phrase next to each picture, +) 1, run out of petrol puncture an accident atow truck emergency services a breakdown 2. 3. 4 5. 6. Mr Davidson is talking on the phone to a clerk at a car rental agency. Listen to the conversation and fill in the form, +) Name: James Davidson Contract Number: Problem: Ci a puncture © abreakdown 0 anaccident Date: : Time: Place: ~ © other | In case of accident with another vehicle: | Name of driver nnn | Number plate: .. | 57All trains have gota trolley service and a counter buffel service. Many trains have also got a restaurant for firs-class passengers. 6. Alltrains have got a sit-down restaurant, 2 Emily (B) is booking train tickets with a rail company representative (A). Complete the dialogue with the words below. Then listen to the dialogue and check your answers. ) two + food + total + early + moming + drinks A; Fastrail, good morning. Can help you? B: Good morning, I'd like to book tickets from Birmingham ta London on the . of 22nd October, please, ‘A: Wall there's a train that leaves Birmingham International at 07.20 and arrives at Euston Station at 08.30. B: I'm afraid that's a bit? nn Thore’s another train that leaves at 08.40 and arrives at 09.64. B: That's better. '¢ like to book 3. _—nninome— Standard Class tickets, please. I'd like to reserve seats. ‘A: Fine, Your seats are in coach E and the seat numbers are 12 and 13. The train leaves from platform 4. One more question, are there any a serviogs on the train? Az Yes, there's a trolley service. You can buy 4 menses NG SNACKS {FOTN YOU ‘seat, OK, s0 that's £83.50 each. It comes to ae of £67. 1 Read the webpage. Then write T (true) or F (false) next to the _ ‘sentences below and copy the phrases that gave you the answers. +) Our trains are fast, quiet end comforiable — ond always on fimel We offer standard tickets and firstclass tickets. You can make a reservation online or at our ficket offices in most major stations. Use our online journey planner to plan your route. Travel oftpeak or book your tickets in advance fo get a significant reduction on your fare. 1. UK Eastern Rails trains don't make a lot of noise. ee ~~ 2. UK Eastern Rails trains are sometimes late... — 8, UK Eastern Rail offers two kinds of tickets, 4, You can only book tickets at train stations. 5. You can save money if you book your tickets early... D3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. 4 Read the dialogue in Exercise 2 again, Then complete the reservation form below. BUN Dat ames Station of departure: ‘Time of departure: Station of destinatior Time of arrival: Number of passengers: Type of tickets nneen an Seats reserved: 0 YES C1 NC (Coach? nnn pune Seat(s): -—- Total cost: £..Working with Vocabulary each word 5 Listen and repeat. Then under the correct picture. 4) platform coach ticket office ticket machine conductor passenger slegper compartment trolley service WQ © Nee R ens G ) ‘The only high speed train in tho UK is the Euyrasiar. It goes from London to Patis tiyough the Channel Tunnel 6 Listen and repeat the types of tickets in A. ‘Then match A to B to make sentences. 4) A 1. Afirst-olass ticket... 4. Arreturn ticket... 2. Astanderditioket... 5. Apass 8. Asingl ticket 6. An off-peak ticket . B a. allows you to travel es offen as you want during @ limited amount of time. b. is only good for times of the day with ‘fewer passengers. ©. is for a one-way trp, d, gives you regular conditions. e t gives you better conditions. takes you to a destination andl back. 7 Listen and repeat the words and phrases. ‘Then use them to complete the sentences. 4) timetable « change trains + catch the train miss the train « buffet service + reserve a seat in advance + make an online booking + fare 41. Humy up! We don't want to 2. There's no direct train. We'll have to _——-- In Leeds. 8. We-can have dinner on the train. There's a 4, Let's 100K at 1H vvennonnnnnn find out when the train leaves, 6. The trains full and everyone's standing! I'm lucky I dacided to 1 6. Ifyou've got a computer, you can and a from Loncion to Aberdeen is very expensive, 8. We arrived too late at the train station, so we ign 9. I paid less for my ticket because | baught it ‘Student A: You call to book a train ticket and renta car. Use the information on page\B7. Ask questions fo complete the nate with the detals, ‘Student B: You ere a ticketing agent and a representative at rental car agency. Use the information on page 94 to assist Student A and ask questions fo complete the car rental reservation form, ae aD 592 Getting Started: Vocabulary (oage 123) 1 Read the advert. Then read the false sentences below and correct, them by changing the words and expressions in bold. +) PARI eCOHeMTGT A) Bimitsiuasuune A inaiviauat pizzas, with choice of W soup - choice of tomato, onion or mushrooms, ollves or onions. vegetable, with white or brown roll, Wspaghete! with tomato and gariic sauce. YW chef's salad, with cheese and tuna ‘Special offer: Order spaghetti and get Choose from four different salad dressings. a free drink! ‘W the best vegetarian lasagna in town! Deliveries 24/7. Free a SS emo 1. The cal offers Meat CISMES, enn nner 2, The caié offers six different types of selad d28SIN9. We've got branches in 50 major cities = Our online service is user-friendly and will > Customers with business accounts receive = We offer special rates for bath domestic = You can keep your valuable business © Getting Started: Vocabulary (page 126) ) 1 Read the advert, Then write T (true), 2 F (false) or DS (doesn’t say) next to the sentences below. «) S&S TEN °@ INTERNATIONAL BANK Does your business need a loan? Here's the solution: (Step a: Open a business account with us ) _ 7 (Step 2: Get loan on excellent terms.) v (Step 3 Only start paying us back in), ‘six months time! y Want another reason to choose Ten International Bank? Here are a few: around the world. save you a lot of time, service from their own personal bank teller. and intemational bank transfers. documents in our safety deposit boxes for a small fee, Q3 4 Customers with business accounts that ‘take a loan must pay it all back within six months. ‘Ten International Bank has got three branches in the UK. -- 3. The bank has got an online service, as \well as personal bank tellers, ‘A domestic transfer costs less than an international transfer, 5. The safety deposit boxes are free of charge. Lily (A) is talking to her bank teller, Nina (B), on the phone. Listen to the dialogue and fil in the missing words. «) Hello, Nina. This is Lily from Best Books. Hi, Lily, How are you? Fine, thanks, Nina, Can you please tell me the balance on our current account? The account number is B: You've got €10,200. ‘Ac Does that include our latest deposit of +€8,000 in cheques? B: Let me check. Did you deposit them personally? No, | deposited them in the drop-off box Yes, | can see that deposit now. The balance includes it, As Thanks, I'd like to transfer €4,500 to our partners n°. No probiom. Fil need their bank details. A; Ill send you an * with all the information in a couple of minutes. By the way, we need some more cheque books. B: How many would you like? At Please order ®... B: Fine. They'll be ready in® days. ‘Thanks, Nina. = ip) Note the diferance in spling UK~cheque US ~check Practise the dialogue in Exercise 2 with a partner, Pay attention to the expressions in colour, Read the dialogue in Exercise 2 again, Then complete the sentences. 1. Best Books has got $10,200 in its 2. Uy deposited nme nto the account yesterday, 8 Ly wars to sens money tote company’ 4, The bank teller wants to know thei 5, Liyaso wants to order aeWorking with Vocabulary 5 Listen and repeat. Then match the words to the pictures. Which word hasn't got a matching, picture? Write the word in h.#) 4. notes 5. interest 2. coins: 6. bank teller 3. ATM 7. drop-off box 4. cheque book 8. safety dep ATM = Automatic Teller Machine 6 Listen and repeat the words in bold. Then circle the correct answer. 4 1. Our company has opened a branch / business account at this bank. 2. You don't get much interest from a savings account / current account. 3, [needed same money urgently, so | asked the bank for @ loan / fee. 4, Our business has got a new partner / bank. balance in Canada. 5. There's a problem with this cheque. This dozsn't look like your terms / signature. ‘eo ® 7 Listen and repeat the verbs in A. @ their definitions in B. 4) A lend deposit withdraw overdraw transfer borow save pay back ‘Then match the verbs in A to —@ move money from one account to another D._keep money in the bank and receive interest on it . ¢. put money in the bank ._ receive a sum of money that you must return later ‘8. take money out of the bank {return money thet you received for a period of time ~ 9. give money to someone for a period of time before the person returns It _ h. take out more money than you have got inthe bank ‘Mr Lawson Is speaking to a teller at his ‘company's bank to request a bank transfer. Listen to their dialogue and complete the bank {eller's form below. 4) BANK TRANSFER FORM ‘Transfer from: Account holder: Account number: ‘Transfer to: ‘Account holder: Bank name: Bank number: Branch number: Account number: Amount to be transferred: 7374 1 Read the letter. Then answer the que: below. 4) TEN 7 INTERNATIONAL BANE Dear Mr Bates, We are writing to inform you that your company, Peggy Sue Clothing, has a negative bank balance in the amount of £25,000. Please find attached a bank statement which details all your transactions for the month of May. ‘We would like to remind you that your current credit limit is £15,000. As a result, we will not be able to honour any cheques or standing orders until the situation is remedied. We will also. ‘not be able to honour your request for foreign currency purchase. IF you wish to review your current credit limi we will be happy to arrange a meeting with Mr Gregory the branch manager. Yours sincerely, ‘Angela Phillips ‘Account Manager Ten International Bank 8. Why is the letter sent? 4, What is the company’s creat limit? 5. What wil happen if the company writes cheques in the near future? 6. What suggestion does the account manager make? 2 Afinancial director (A) is talking to her bank. ‘account manager (B) on the phone. Complete the dialogue with the words below. Then listen to the dialogue and check your answers. 4) computer * apologise + correct + details + size ‘A; Hello. 'm calling from Greenview Imports, | think you've made a mistake in a recent transaction. ‘Can you give me the * please? ‘A: Yes, the transaction number is 12-34-567. On Srd July, our company, Greenvigw Imports, purchased 60,000 Canadian dollars. B: Yes, | see the transaction on my ... What seems to be the pwc? ‘Az You used the exchange rate of 1.36 Canadian dollars to the euro. B: Oh, dear. I see that it should have been 1.45 ‘Canadian dollars to the euro. ‘A: Exactly. Will you be able to the mistake? vnveefOr the error, correct it immediately and send you the document. ‘A: By tha way, what commission do you charge for exchanging foreign currency? BB The commission depends on the Of the transaction. It was os per cent in this case, A: Fine. Thank you. 3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour. aint-five or ‘nought point-ive 50% = fifty per cent 50,000 = fity thousand4. Read the dialogue in Exercise 2 again. Then read the false sentences below and correct them by changing the words in bold. 1. Greenview Imports sold Canadian dollars on 3d Jul 2. The bank gave Greenview Imports 1.45 Canadian dollars for every euro, 8. Greenview Imports will corect the ertor that was made. 4, ‘The commission for exchanging forelan ‘currency depends on the time of the transaction. Working with Vocabulary 5° Match A to B to form banking terms. Then listen and repeat. 4) A B 1. credit a rate 2. exchange b. order 3. standing currency 4. foreign <= dh limit 6 Complete the sentences with the banking ‘toims from Exercise 5. 1. When we go abroad, we usually buy some 2. can't withdraw any money because I've reached my ‘3. What js the. for the ¥ US dollar versus the euro today? 4, we gol a... this bills paid automaticaly every month 7 Listen and repeat the words in bold. Then circle the correct answer. 4 1. I've just deposited a bank statement / sum ‘of $10,000 into my bank account. 2. Mr Kingsley didn’t have enough money in his bank account, so the bank dient honour / purchase his cheques. 8. Does the bank take a transaction / commission for transferring money? 4, How can | convert / calculate euros into pounds? 5. Were thase charts reviewed / remedied by your manager before you sent them to the director? Circle the correct answer. 1. Ifyou remedy a situation, you make it a. better b. worse 2. I you purchase something, you ... it a. buy b. sell 8. You make a transaction every time you .. @. deposit money b. calculate a sum 4, When you review something, you ... a. cancel be examine 5. Your bank statement shows ... a. your bank balance the exchange rates Listen and repeat. Then complete the chart with the correct currencies below. 4) rupee + rand + pound sterling + rouble dolar + eur + peso + yuan ‘Student A: You have just openied a business Eocount for your company. Ask your pariner questions o complete he chart on pace 2.Then request a transact Student B: You are albank toler Use the information on page 96 to answer'your partne’s questions about his / her new business account. “Then complete the farm to folow his /her transaction reauest. “fitverkbook, page 38) 75(CGetting Startect Vecabuary Gage 127) 1 Read the job advert. Then write T (true) or F (false) next to the sentences below and ‘copy the phrases that gave you the answers. 4) PECL TUE) The administrative assistant... ~ 1. willworicin a calm environment .. wil Work with one MANAQEE will organise equipment needed for mestings will work with colleagues in other countries must have work experiance in office administration only needs basic typing sklIS an ‘must work independently at all times — 8. must know three fanguages nnn 2 Sylvia Cole (A) is interviewing Glen and circle the correct answers. 4) ‘A: Good moming, 'm Syivia Cole, the Director of Human Resources. B: "Nice / Pleased to mest you, Sylva, 'm Glen Simpson. i ‘A: Have a seat, Gien. 've got a few questions for you. Can you tell me about your educational background? Of course, finished secondary school and then I did a? two / three year vocational course in office administration. ‘A: OK, and have you got experience working in an office? B: Yes. | worked at Green's Electronics for two years. | was a *unior / senior ‘administrative assistant. | loved it. ‘A: And why did you leave? B: | only left because the company closed. A: I see, So why do you think you're a good candidate for this job? (3) Wel, I'm hard-working and I'm very organised and responsible. In the UK and in the USA, people | also like working with * computers / people. shake hands when they meet ‘A: Well, thank you for coming in to mast me, I'll be in touch. Famers for the fret time, ta this the same in your country? B: Thank you. it was nice meeting you. }pson (B) for a job. Listen to the dialogue {A3 _Practise the dialogue in Exercise 2 with a partner. Pay attention tothe expressions in colour 764. Read the dialogue in Exercise 2 again. Then 6 Listen and repeat. Then write four pairs of read the false sentences below and correct words with opposite meanings. 4) them by changing the words and expressions outgoing + insecure + hard-working an bald organised « relaxed « lazy + responsible 1. Sylvia Cole is the Managing Director ofthe confident + shy + professional + nervous company. knowledgeable 3. He worked for three years at Green's ae Electronics. Hee 7 Circle the correct answer. 4, He hated his job. 1. Lisa is showing me how to search for statistics. She's very knowledgeable / Insecure about the Internet. 2. Our stand at the exhibition looks very responsible / professional. or 3, Tim keeps track of office supplies in our compary, He's very organised / relaxed. 5. Gleb his job because the company moved to another town, Working with Vocabulary 4, Amanda is hard-working / confident. She's at the office trom 7am to 7pm every day. 5 Listen and repeat the words and phrases. 5. Chloe isn't a good marketing representative Then use them to complete the sentences. 4) ‘She's too quiet and outgoing / shy. vocational course + secondary school 6. It's my first day at this job. I'm so lazy / advanced + educational background + fluent nervous! ndaf pressixe's expetlenos # eam 7. Is Dan responsible / knowledgeable? Does logistical support + abroad he always finish his projects on time? 1. Some people prefer working alone, not in a Witt i Your nen 2 9. Thsbreasestoeing Lee cera China, ‘Japan end. ‘Australia, eee the importance of arriving on time 4, Itjsn’t easy to work... see how fo dress for an interview especially when you're a new ‘employes. how to greet the Interviewer 5. James took an siete how to answer questions Gourse in English, because his English was «what documents to bring already quite good, how to organise your documents. 6. Youimustbs, 7 '. which questions to ask the interviewer: ‘Spanish to get this job. Reineoenes caning 7. We gave the job to Patricia Rose because handing customer complaints. 8, I'm responsible for providing | make sure that the equipment ~ the projector and microphone ~ are working before meetings. 9. finished 48, Then | took a lactronics. when | was cif78 » 2B Interviewing > Getting Started: Vocabulary (page 127) | INTERVIEW FORM Education: Interviewer: 5 Impressions: 1 Read the interview form, Then answer the questions below. «) Skills: _computer skills: We S| anguages: English (nag ‘Work experience: Junior Administrative Assistant ~ 2 years, Green's Electronics Schedule a second interview: Name; _Glete Simpson Telephone: Address: 136 Daffadil Road, Manchester mail: __gsimpson@uk.net secondary school Cluniversity (Z] vocational -afie administration Excel, PonerPa ive), Spanish (advanced) Date: Bind June Hard-working, organised, responsible, autgaing — ¥ Yes No 1. Inwhich city does Glen Simpson Ive? a 3 Ei 2. Did he study at university? ae a aa 3, Which computer skis has he GO? swnuunen-nne— ea 4. Which lenguages does he speak? pe, oes 5. How many interviews at the company has he Ned $0 FAP? sone 7 ‘Sylvia Cole (A) is interviewing Glen Simpson 9 3._Practise the dialogue in Exercise 2 with a (8)a second time. Listen to the dialogue and partner. Pay attention to the expressions in fill in the missing words. 4) colour. Hello, Glan, It in. : Peso id decane cool 4 Read the dialogue in Exercise 2 again, Then 7 match A to B. : Thank you. I'm glad to be here. re ‘AS | old you on the phone, we'd lke to offer ee you the job, but | want to go over a few i 6 ate 2 40 Sure 3. 2wecks ‘A: The job is for shift work, How do you feel 4, 10 days about that? 5. 9.00 2 TS —-. im fexible about B ee a fotay re B: Wil lhave to wear a uniform? mpebstaelal Dudedeldiutlas A: No. Cnythes_______ employees — 4. salary per hour ‘wear uniforms, not office employees. Now, €. "paid sick leave the starting salary is €10 an hour, for 40 hours a week. Br That’ fair, What about holiday time? As You get two weeks in your 8 ewe and 10 days of paid sick leave. You also get health insurance and retirement benefits, ‘That's great. It sounds like the perfect job. A: Good, So you can start ‘morning at 9.00. 2Working with Vocabulary 5 Listen and repeat the words in bold, Then ‘choose the correct word to complete each sentence. 4) hire « fre 1. [really want this job. | hope they'll ens TH, 2. Today, the manager is going to anne tO OF the Clerks Working in Customer Service, temporary + permanent 8, Im looking for oun job. | went to work in the same company for a few years. 4, This job is probably for three months. tts ONY & vane arene ]OD. shift work + schedule 5, Every Thursday, the marketing reps get their for the following week, 6. We 00 enn at the factory — from Bam to 2 pm and from 2 pmto 8 pm. uniform + health insurance 7. You must wear a. een Bt WOT 8 My pays for my visits to the doctor. starting salary + retirement benefits 9. , What are the... at your new job? YO. THe anon 8 €12 per Hour 6 Listen and repeat the words or phrases in bold. Then tick the sentences that are true for — §4. Ima fast learner. | don't need a lot of explanation 2. IImnot very good at multitasking. | can't do more than one thing at a time. 3. 'marteliable worker. You can trust me to-do the job well. 4, 'm very ambitious. | want a career 5, 'mnot very flexible about hours. | can only work at certain hours, 6. I'm very energetic. | don’t need to take many breaks, ip!) ‘The words balow belong to the same word family. ‘What do these words mean in your language? Interview interviewer _interviewea 7 Listen and repeat the words in A. Then match 1 2, 3. hard 4 dificult just happy very tired eoge 8 Read the sentences and circle the correct response. 1. Are you flexible ebout your hours? a. No, Idon't want to do shift work, b. No, Idon't want to wear a uniform, 2. Our company has just fied 20 employees, a. Were they too energetic? b. Were they temporary workers? 3, Tom is very ambitious. a. Hel also a fast leamer! b, Hels also glad 4, My starting salary is low. a. Well at least there aren't any retirement benefits. b. Well at least the work isn't hard and the schedule is fait. 5. Its great they hired Melanie to help in the department. a, Yes, she's really good at multitasking, bb. Yes, she's s0 exhausted. Ovation ‘Student A: You are the Director of Human. Resources and are interviewing a candicite for a job as a merketing representative, Ask questions ‘to complete the interview form on page 89. Then discuss work hours, salary and benefits, Student B: You are applying for ajob as a marketing representative. You are the interviewee. ‘Answer your partners questions, Use the information on page 96, Then ask questions ‘about work hours, salary nd benefits to complete the form Warkbook, page 40) 792 Getting Started: Vocabulary (bage 128) Read the tips for preparing a CV. Then answer the people's questions below. 4) Do not write a CV by hand - use a computer. Make sure that your headings are clear. Use the spell-check on your computer. The headings you should include are: Personal details, Education, Work experience, Languages, Skills and References. Personal details: include name, home address, date of birth, phone number and e-mail address. Other details you can include are your gender, nationality and marital status. Education: Include all relevant courses, State where you studied. Always start with the most recent place you studied, Work experience: Write your most recent place of work first, Give an accurate job description. You can also include any part-time work that you have done. Languages: Mention any foreign languages you speak Skills: List computer skills or any other skills that are relevant to the job. References: Ask two people if they would be prepared to give you references ~ one should be from a place where you studied, the other should be from a place where you worked, Janet How many headings should | include in my Cv? | speak French, but knowledge of foreign : languages doesn't appear in the job requirements. Should | mention being fluent in French? 's it good idea to mention part-time work ve done? | 2. Match the information below to the correct heading on the CV. ro) 1. 2012-2018: Administrative Assistant, Davidson's Car Rental. vom e dan28@jmail. com... CVis also a caled a résumé, 3. Date of Birth: 26th AUQUS!, 1992. nnn 2. 3. 4, 2010: Certficate in Business Studies ~ Bonnington Business School. 5. Computer skills: Word, Excel, PowerPoint, 7 80Working with Vocabulary 3 Listen and repeat the words in bold. Then read the sentences and circle the correct, response.) 1. What are your career objectives? a, I hope to be a senior administrative assistant. bb. I hope to frish school next year. 2, What is your date of birth? a. Itwas last week ~ 20th May. b. 20th May, 1993. 8, Which foreign languages do you speak? @._I'm fluent in German and Russian, b. I've taken an advanced course in computer programming. 4. What is your current job? a, | work at Elte Department Store, b. | work as a computer programmer, 5. Have you got eny computer skills? a. Yes, | know Word and Excel b. Yes, | bought a new computer last month, 6. Have you got any references? a. lamvery outgoing. 'b. Yes, they are listed on my CV. 7. What personal details do you need? 2. Include any accounting courses you've taken bb. Include your address and phone number |. What is your job description? a, receive vistors, answer phone calls and ‘schedule meetings. 7B. |Work on Mondays and Fridays, Listen and repeat. Then complete the chart with the words or phrases. 4} graduate + maried + single * gender « male corlficate + divorced + Bachelor's degree ‘female + formal training + marital status Personal Details Education 5 Complete the sentences with words from Exercises 3 oF 4. 41. Miguel isn't married. | don’t know if he's m8.OF sales Oona 2. Lknow alot about merketing but | have never had any ta --a@.-N—gin mexketing. 3, When | graduated from university, | received @ RO OS 0 mi) Sam Ba. 4, Your gender, marital status and nationality ae 6.0 —. 0 Blu 5. Handling customer complaints is my main esponsibility in My a Um ° 6. English is not & a 0 © an ae _@ in the UK, QYaiiain Fiona is being interviewed for a job. Listen to the interviewer and Fiona discussing Fiona’s CV. Gircle the correct answers below. +) 1. Fiona has worked at Rightprice Supermarkets, for 2. a. two years b. four years . Fiona works closely with the... a. Human Resources Director b, “Managing Direotor e 3. Fiona... experience in handling mall a. has got b. ‘hasn't got |. Fiona’s quaifications include a .. a. Bachelors degree in accounting bb. vocational course in office administration Flona wants to work 8, part-time b. fulltime VereRegi iT 8182 Writing a CV 1 Read the covering letter and the GV. Then circle the correct answers below. +) From: To: Subject: Craig Sinclair dewar@wwark.co.uk Senior Administrative Assistant Dear Mrs Dewar, Daily News, Please find my CV attached {ook forward to hearing from you, Yours sincerely, Craig Sinclai {lam writing in reference to the position of senior administrative . assistant as advertised in the careers section of the Meadowbridge /. Business Administration course, one year, King Alfred's Business School, Cambridge Responsibilities: Providing general assistance to Managing Director, ordering office supplies, answering phone call, distributing post, photocopying and doing research on the Internet (CURRICULUM VITAE Personal details: Name: Craig Sinclair Date of birth: 26th August, 1994 “Telephone number: 01589 4587621 E-mail address craigs@uknet.o.uk Education: 2011-2012: 2011: Graduated from Meadowbridge Secondary School, Meadowbridge, Kent ‘Work experience: ; 2012-present: Junior Administrative Assistant, Mitche’s Kitchens, Meadowbridge Languages: English (native) French (intermediate level) Skills: Word, PowerPoint References: Mr Clarence Bingham-Jones Lecturer King Alfred’s Business School Cambridge 01587 4222187 1. What is the purpose of a covering letter? to give basic information about @ person to say what job a person is applying for . to recommend a place of work 2. What is the purpose of a OV? a. to say why @ person wants a job b. to give a job description ©. to give information about a person's ‘qualifications for a job r 3. What is NOT one of Craig's responsibilities at Mitche'’s Kitehens? a. handing out letters b, answering the phone cc. repairing the photocopier ) ©) ‘common today to send a covering letter anc CV by e-mail,2. Answer the questions according to the GV and cover Who Is Craig sending the CV to? _____. Where did he see the advert? When was Craig Bom? sone —— |s Craig working now? How many languages does he speak? .. 3° Look at the CV in Exercise 4 again. What two things are missing from the CV? Use the tips for writing CV on page 80 to help you. i 2 ex Imagine you are applying for one of the Jobs. in the adverts. Write your CV and covering Ietter in the Workbook, pages 103 and 104. meu eee CTE TTE (ee esr aiyce ieee ane swiley@jobs.network. co.uk Meo ecue ee) Perret) Experience necessary [Send OV to: sitiohanesensbico — Where did he study? ote ring letter in Exercise 1. ip!) @\. writing @ covering letter, write To Whom It May Concern, when you don't knaw the name of the person you are writing to, The Chaicau Wine Company Is looking for a Senior Administrative Contact: Tanya Young tyG@lindascakes.co inancial company is © looking for puter Programmers: ) Workbook, page 42Pairwork ¢ ) From page 7 coe ‘Student B: Greet Student A and introduce yoursel, + Student A: Greet Student B and introduce yourselt. © 7) ¥ | Student 8: Say hat you have a meeting with the Head of 7 £9 ofolock sk, v ‘Student A: Say that the Head of IT will arrive shortly. Offer ‘fo take Student B's coat / jacket / umbrela, ‘Student B: Reply {0 Siudent AS ofan 1) alee Student A: Ofer Si * _adrint Student B: Reply to the: ‘Student A’ ASk Siudent B to folow you lo tne Sacond foot ‘Then introduce Student B to the Head of IT, ¢ 3 ) From page 15 Student A:Painyy, G) From page 19 et Student A: i) cosa cnenae S | Office supplies to order today: iolue pens ~5 bores Qi writing pads - 10 packets hole punches - 3 yellow folders - 42 ¢ 5 ) From page 23 Pee Student A: uomulid, {I Best Bay Restaurant, Bay Centre, Harbour Road, Penworth FAX COVER SHEET Phone number: Fax humbor: subject a. Number of pages:... Saree G) From page 27 See ‘Student A: Outgoing Mail tem ‘Sender: Alen Howard Department: Salas Department Recipient: Diana Smith, Macramead Merketing Address: 225 Winchester Street, White Sands, WS17 STP ‘Type of item: clock and product manual Weight: 2.5 ka How to send: by courier ‘Special instructions: Fregile — wrap with bubble wrapPairwork 88 ¢ oD From page 63 eee ‘Student A: LAKESIDE RESTAURANT Order: Table 16 C8) sconces) ~ Student A: Preparing a presentation Recommended keywords: Font type, size and style: Number of bullets per slide: Number of columns per slide: Use of images: Use of music: ¢ 7 ) From page 71 ae ‘Student A: Employees’ Hours + Related Issues ~ April Amy Little: 3 sick days — has got dector's note John Mills: 2 sick days ~ hasn't bronghe dactor's note Charlie Morris: 4 days an haliday Kate Rose: ~ wants to take 2 weeks holiday in July Mike Rickson: lost his emare card yesterday Jane Andrews: Her smart card doesn't wark properly. She wants to work overtime nect week.(18) Frompage75 Student A: ‘You want to know the following: [How much’ ‘You want to make the following transaction: “renater £1,250 from your company, Ster Computers’ curent account 128-128-12, to York Travel Agency, at Brinkley’s Bank, bank 44, branch 825, account number 176-3231. 69) From page 79 Student A: INTERVIEW FORM. Name Address: Telephone: ... Education: (I secondary school (university 0 vocational Skills: Second interview: Yes No dob Information Hours: Monday-Friday 09.00-17,00 Starting salary:_| £11 an hour Holday leave: | 20 days a year Paid sick leave: _| 10 days a year 89Pairwork Cn Student B: ‘Mr Lucas would ike to have the meeting on the Sth..." a i a Z 2 — =| o Rt ae | a : . a ‘ To: CoSam Chemicals Invoice Number: 35821. Date: 15/3/2013 Delivery date: 20/3/13 Payment date: 30 days after delivery ¢ 5 ) From page 23 Student 8: Fax Information: Date: 25th August 2013 From: To: Mrs Siver, Broadwell Bank Fax number: 05185-7922222 Subject: New restaurant 90 j Item Quantity | Price per unit | Total | z £ £ € Subtotal E Discount: 0% [fe Total: E | ir Amazon, Manager of Best Bay Restaurant PRICE LIST Folder... 80.50 per unit Highlighters......22.25 per box of five £2.50 per box £1.90 per box £2.50 per packet PENS ene --82.60 par box ‘Sticky tape.........£2.00 per packet of four rolls Paper. £12.00 per box Envelopes... £2.75 per packet of 100 Hole puinch £3.00 Phone number: 05135-7223456 Number of pages: 3 + cover sheetG) From page 27 Department: Recipient: Address: Type of ite: Weight: How to send: Special instructions G) From page 39 sae Student B: ‘marketing conference CUSTOMER COMPLAINT FORM Name of Customer rnin Customer Number: Invoice Number: a Product under warranty: 1 Yes C1 No Customer's Complaint: Solutions: CO correct the invoice and credit the customer CO send a technician O offer a price reduction O collect the item for repair 0 offer e discount for next order 1 offer compensation 1D replace the iter Pairwork UOMUlYd, f a |Pairwork 92 12) From page 51 ‘Student B: FLIGHT TIMETABLE 25th Novembe 1 Paris — Stockholm: Flight numb Paris - Stockholm: Flight numbe 18557: Departure Paris: 08.45 Arrive Stockholm: 12.15 HT652: Departure Paris: 18.00 Arrive Stockholm: 20.30 27th November 1 Stockholm ~ Berlin: Flight number: HL886: Departure Stockholm: 07.15 Arrive Berin: 08.50 1D Stockholm - Berin: Flight number: GM705: Departure Stockholm: 16.45 Arrive Borin: 18.20 | BOOKING FORM FLIGHTS: From: To, ge right number eat Dato: Pd. CG Economy / D Business / 0 First From: slo na Flight number: Date: Economy / 6) Business / 1 First SPECIAL REQUESTS: Seat: Dalsle O window Meal: Cl regular. @ vegetarian Gl kosher Ci halal GothPairwork ¢ 3) From page 55 Student B: Eagleview Hotel 4 High Season Rates uoMmulvd Full board Standard Room Executive Suite Lunury Suite Eagleview Hotel Reservations Form GUEST Name: Address: Country: RESERVATION Argval Date: Departure Dater No.of Nights: No.of Adults: No.of Children (under 12 years): ROOMTYPE Standard Room ExecutiveSuite Luxury Sulte {agingle Occupancy Double Occupancy MEAL PLAN ‘JHalf board Full board Breakfast: Buffet English Continental | 93Pairwork 4 je 59. M14) From Student B: TIMETABLE: ‘TRAINS FROM DONCASTER TO DARLINGTON ‘eaves Doncaster: 17.20 Arrives Darlington: Leaves Doncsster: 18.05 — Arrives Darlington: Leaves Doncaster: 19.20 Arrives Darlington: Leaves Doncaster: 19.60 Arrives Darlington: Platform number: 4 Fare: Standard one way: £15 Return: £28 First-class one way: £28 Return: £40 18.10 (Dally) 19,00 (Daily) 20.10 (Weekends only) 20.45 (Daily) Highlife Cars Rates for 3 days So Manual Compact €i75 Intermediate | €230 Highlife Cars RESERVATIONS FORM ~ Class of car: Compact C1 Intermediate Type of car; Cl Automatic =O Manual ooPairwork (16) From page 67 Eee (a ‘Student B: \ 2 Preparing a presentation | 5 Recommended keywords: __| Jeans, sales figures, trends, Eastern Europe S Font type, size and style: ‘Century Gothic 12-point, 14-point for headings, bold for very Important R things Number of bullets per slide: _| upto si : ‘Number of columns per slide: | up to four finseasai Use of images: Yes ~ many, but must be high resolution (and in colour, of course) Use of musi: es ; | 17)) From page 71 He ‘Student B: | Month: Api ! ISSUE EMPLOYEE REASON / COMMENT ‘Absent Late Request to work overtime Holiday request Maternity leave | ‘Smart card problemsPairwork (3) From ‘Student B: Conditions for New Business Accounts: BANIGTRANSE EH FORM * No bank fees forthe frst two years Traneter from: * Credit limit of £10,000 ‘Acoountholder * No interest for the first £2,000 on Pecount none overdrawn acoounts forthe fst year ++ For loans of up to £100,000, the bank ‘Account hold ~charges'5:5% interest bankenemer * 0.5% for exchanging currency Bank number: Branch number: Account number: Amount to be transferred: 69) From page 79 Student PERSONAL INFORMATION: Education: secondary school ...._ university “vocational S2les and marketing course. Skills: 8: Job Information Hours: Starting salary: Holiday leave: Paid sick leaver 96