Collins English for Business SPEAKING James Schofield & Anna Osborn HarperCollins Publishers 77-85 Fulham Palace Road Hammersmith London W6 8JB First edition 2011 Reprint 10 9 8 7 6 5 4 3 2 1 © HarperCollins Publishers 2011 ISBN 978-0-00-742323-1 Collins ® is a registered trademark of HarperCollins Publishers Limited www.collinselt.com A catalogue record for this book is available from the British Library Typeset by Davidson Publishing Solutions, Glasgow Printed in China by South China Printing Co.Ltd All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission in writing of the Publisher. This book is sold subject to the conditions that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher's prior consent in any form of binding or cover other than that in which it is published and without a similar condition including this condition being imposed on the subsequent purchaser. As well as developing in-company training courses. . he has written a large variety of teaching materials and regularly contributes to industry publications.About the authors James Schofield has worked in Asia and Europe as a Business English trainer and materials developer for over 20 years. online self-study courses and classroom workshops. She has written numerous English language learning materials including business and general study books. Anna Osborn has worked as a teacher and editor across Europe for more than 15 years. N etw orking Unit 1 Starting a conversation 4 Unit 2 Talking about jobs 8 Unit 3 Showing interest in other people 12 Unit 4 Exchanging information 16 Section 2 .Interview s Unit 17 The successful job interviewer 68 Unit 18 The successful interview candidate 72 Unit 19 Carrying out performance reviews 76 Unit 20 Persuading your manager 80 A p p e n d ix .Telephoning Unit 5 Cold calling 20 Unit 6 Confirming or rearranging appointments 24 Unit 7 Making a complaint on the telephone 28 Unit 8 Dealing with a complaint on the telephone 32 Section 3 .Extended learning through COBUILD 84 A n sw er key 91 A u dio scripts 106 .Contents Introduction 2 Section 1 .Presentations and conferences Unit 13 Presenting a product or service 52 Unit 14 Working on a stand 56 Unit 15 Closing a sale 60 Unit 16 Saying'no 'p olitely 64 Section 5 .M eetings Unit 9 Running a face-to-face meeting 36 Unit 10 Negotiating agreement 40 Unit 11 Assigning action points 44 Unit 12 Running a teleconference 48 Section 4 . Say it clearly . Often this involves interacting with a speaker on the CD in a role-play. You can use Speaking: • as a self-study course • as a supplem entary material on a business communication or business English course.here the focus is on pronouncing the words. Get speakin g . for example m aking sure you sound polite or interested.Introduction Collins English for Business: Speaking will help you make yourself understood in business. and listening and speaking practise activities. Say it appropriately . Unit structure Each of the 20 units of Speaking follows the same format: Useful tips . Key words and phrases are presented in bold. Say it accurately . Speaking will help you develop your speaking skills in five main areas: • Face-to-face meetings • Telephoning • Formal m eetings and negotiations • Presenting • Interviews Speaking comprises a book and CD.you check your understanding of the conversation. Speaking . U nderstanding .you focus on using the right words and phrases. phrases and sentences well. At the back of the book there is: • useful extra inform ation from the Collins COBUILD Corpus about the vocabulary in the units • the answer key • the script for the audio recordings.you listen to and read a conversation or conversations. There are also G ram m ar notes and Cultural notes in the units.gives you helpful advice about the comm unication focus of the unit Conversation .these exercises give you the opportunity to practise your speaking.here the focus is on tone. The CD contains over 100 tracks of audio including conversations. The book has 20 units. you should download the tracks to your computer and then burn all of the tracks onto an audio CD. Lan gu a ge level Speaking has been written to help business learners at B1 level and above (Intermediate to Advanced). or you can pick and choose the units that are most useful to you. • Try to find someone with whom you can practise your English. turn to the Appendix on page 84 to find more inform ation on m eaning. Please note that the Speaking CD is designed for use with a computer. • Note down the language you find most useful. • Revise and go over w hat you have learnt regularly. either face-to-face. • Put the audio tracks on your mobile phone or MP3 player so you can listen to the conversations and practise activities on your way to w ork or when you are out jo gg in g or w alking. Thirty minutes is a good length for one learning session. If you see this icon CM next to a word in the unit.Powered by CO BU ILD In order to help you extend your vocabulary as you w ork through the material. U sing Speaking You can either w ork through the units from Unit 1 to Unit 20. Take regular breaks and do not try to study for too long. Study tips • Each unit should take about sixty minutes to w ork through. further uses of key language are explored through references to examples taken from the Collins COBUILD Corpus. you m ight w ant to concentrate on Telephoning but not spend much time on Interviews. usage and collocations related to this word. O ther titles Also available in the Collins English for Business series: Listening and Writing. over the phone or online using a webcam. The Contents pages will help you in your selection of units and your own plan for learning. U sing the CD О This icon indicates that there is an audio track that you should listen to. If you w ant to play the audio on a CD player. For example. Introduction . 01 1 A: That was really interesting what the last speaker said about opening bank accounts in the Cayman Islands.I'm certainly looking forward to the dinner this evening. But I was able to have breakfast and do some reading. Conversations О Listen to extracts from fo u r conversations heard at a conference in M arseilles. B: Yes. interest. So. be ready to add something interesting about the place. urn.1 Starting a conversation Where do you come from then? USEFUL TIPS • Successful small talk is not about saying brilliant things. How did you get here? D: I came on the TGV train from Paris. be ready to laugh. and enthusiasm. F: I am too. If they seem serious. I just flew in from London very early this morning. that's right. auditor? A: Yes. If they are smiling and cheerful. B: Ah. C: Really? I've never been on the TGV. lovely coffee! I needed that. It's about commenting on and asking about ordinary things with conviction. 3 E: . Especially the fish.. Have you been here before? If you haven't.. 2 C: Mmm. • Ask where your partner comes from and. I see. isn't it? D: Yes. be serious too. We don't have much fish where I live. about four hours. a forensic auditor. urn. Look at the time! I must get to the next presentation. Add a small piece of interesting or amusing information about the job or responsibility. • Ask what your partner does and. don't only give a title. what do you do exactly? A: I'm an auditor. when somebody asks you the same thing. C: That sounds nice.. oh. it was. when you're asked the same question. Marseilles's really beautiful. • Match the mood of your conversation partner. you must.. How long did that take? D: Oh. you're a forensic. I must try it sometime.. B: Right. Speaking .. it is. ... It makes you feel really great all day long.... 6 I'm ce rta in ly . you say? Yes...UNIT 1 |Starting a conversation E: Really? Where do you come from then? F: Garmisch-Partenkirchen.. Fantastic sunrise coming up over the sea.... Match the conversations to the strategies they illustrate successfully or unsuccessfully.... What about you? E: I'm from Cork in Ireland. piece of inform ation about it as well... W hen saying where you come from.and then I went jogging early this morning along by the sea.. you know.. Section 1: Networking .. but do you know where I can smoke? I think I want a cigarette before the next presentation. 4 G: ...... here? H o w ... Saying it accurately Q Com plete the sentences w ith w ords from the box... w h ic h that I help banks make sure none of their staff are doing anything illegal..... 7 I'm Athens................ Just set the alarm for 5..... The high street is supposed to have more pubs than any other town inIreland..... go back.... add something interesting about the place.... It's in the mountains just near Munich.. Understanding Look again at the conversation strategies outlined in Useful tips... coffee! I needed that........ amazing! Do you like jogging? You should try it.. H: G: Really? Sunrise. I must see if I can find time to visit some..... 3 4 How did y o u .. It's a great place to live.. F: Really? I'm going there on a business trip soon to visit the Apple factory.... Ah. that way? Thanks..... lo o kin g from lo n g been do m eans 1 Have y o u ..... Conversation 1: A Talk about ordinary things with conviction Conversation 2: В Match your mood to that of the speaker. Conversation 3: С Conversation 4: D W hen saying what your job is........ have a shower and — H: Sorry. here before? 2 M m m ... did that take? get lo ve ly com e isn't 5 I'm a forensic auditor.... jump out of bed and after you've been running for about an hour or so. add a small and enthusiasm......... forw ard to dinner....30.. .. You'll have to stop by if you come to Como again! W hat about you? J: I'm an interior designer... 1 ] Alex: Alex: It's a beautiful day today............... Have you been here before? Sophia: More than you m ight expect! Anyway. W hat do you do? Sophia: Oh............ Where do you come from? О 11 Listen to the audio CD to check yo u r answ ers...... they start up a conversation..... it? 9 So.... 02 Q Com plete the conversation w ith an appropriate question or phrase from Saying it accurately 1..... W hile w aitin g fo r the speaker. I love New York in the spring. Jon: This hotel is w onderfully designed.? M: I took the train from Milan..? About four hours.... Reorder their d ialo gu e so that it m akes sense.. I mainly design the insides of shops and hotels..........from then? Q A le x and Sophia are atten ding a presentation in N ew York.......... I love modern architecture................. Alex: I'm from Athens............................. which means that I help hedge funds and banks make sure none of their staff are doing anything illegal...8 Marseilles's really b e a u tifu l..... you must visit the Guggenheim Museum and the Empire State Building........ isn't it? Really? And do you often find any illegal activities? Sophia: Absolutely........... It gave me a chance to catch up on some sleep! (5)....... (1)... the Burj Khalifa............. (3).......? I run a small restaurant.................. you can definitely stop by then and give me your opinion on my restaurant! 6 Speaking . Sophia: I'm a forensic auditor. we'd better get back to the presentation..... w hat do y o u ...... Alex: No... It's beautiful... And you? M: I live in Como on the Italian lakes............ ? J: I'm from Dubai.......... J: M: J: M: (4)......... J: I've been there on holiday. It's a great place to live..................... exactly? 10 Where do y o u ... it's my first trip.. home of the world's tallest building................ M: Well.. (2)...? Marco: Yes......... 1 W hat do you do? friendly unfriendly 2 Where are you from? 3 How did you get here? 4 Have you been here before? friendly friendly unfriendly unfriendly friendly unfriendly 5 Paris is great. Read the d ia lo gu e aloud... Rem em ber to fo llo w the strategies in Useful tips.. Saying it appropriately О G Q 0 W hen starting a conversation... If possible.... Section 1: Networking ..... Cue Example Q So... respond w ith a suitable answ er.... Im agine you are attending a training course at a beautiful chateau in France and you m eet another attendee over lunch..... record it fo r review. already done for you.. now said in a friendly tone.... w hat do you do exactly? 2 How did you get here? Listen again to the tw o sentences and repeat them ... Play the audio CD to listen to questions that your fellow delegates ask... isn't it? friendly unfriendly Listen again to the sentences. W hen you hear the beep.. I specialize in writing stories about economics and finance... Get speaking О о об You are atten ding the conference in M arseilles w ith the speakers from the d ialo gu es at the b egin n in g o f this unit.. is n ’t it? :. Listen to the speakers and decide w h ether they sound friend ly or unfriendly..UNIT 1 | Starting a conversation Saying it clearly О и 03 Listen to these tw o questions. W rite a d ialo gu e sim ilar to those in Saying it accurately 3 and 4..... and repeat them. Follow the example of the first question.. Note how the words in bold are connected to create new sounds..... You: Attendee: Th/s chateau is beautiful. sh o w in g h ow you m igh t start up a conversation....... 1 So. it is im portant to sound frie n d ly and enthusiastic... what do you do exactly? I'm a journalist. as it's a charity. Hassan Sahin. My colleague. J That's what's so good about Foodaid! You get important responsibilities very quickly. Lots of companies like the fact that you've worked for a charity. S Er. can you tell me what jobs at Foodaid involve? J There are lots of jobs at Foodaid which involve doing all sorts of different things. Conversation Jen n y Harris w o rks fo r a charity o rgan iza tio n called Foodaid. is a mechanical engineer and he is responsible for helping farmers in countries such as Chad or Pakistan where we work as an NGO to drill water wells. • Accentuate the positive aspects rather than the negative. She's atten ding a careers fa ir at a u niversity w here students can talk to representatives from lots o f com panies to see if th ey w ould like to join them . do you get paid for your work? J Yes. • Avoid technical terms or acronyms unless talking to a fellow expert. What subject do you study at university? S Engineering. • Make sure that your description is relevant to the person you are talking to. but you look very young to do that.. A friend of mine is working in Somalia and she manages a development budget of about two million dollars and she supplies the whole of West Africa with trucks for transporting food and equipment. Speaking . You'll never be rich working for Foodaid. are you working on the Foodaid stand? Yes. for example. of course. S Right. I'm in charge of managing the legal department and we make sure that Foodaid understands any legal issues that might crop up in the work it does. an NGO? J Sorry. But. USEFUL TIPS: When telling people about your job: • Be brief and precise. J Very important for Foodaid. О 07 Student Jenny Excuse me. of course. but you get paid. Very often people like you work with us for a few years to gain experience and then they move on to other jobs. • Show how your job benefits people or organizations. actually I'm a lawyer.Talking about jobs I t ’s a very challenging profession. And what do you do? J Well. It's a very challenainq job and she's only 23! s 1see. a Non-Governmental Organization. s 1hope 1don't sound rude. can 1help you? S Well.. ................... My company develops websites for clients.......... My job involves managing my customers' money effectively and profitably...... I help to look after people when they are sick..... 5 I'm a personnel m anager................................ I'm a PA................ I help people find the right house to buy.......... Understanding Look again at the strategies outlined in Useful tips......................................... If you have any more questions................. You feel you are doing something useful with your skills. ......UNIT 2 |Talking about jobs S: Hmm.... 1 I'm an estate agent.............................. just give me a ring.................................. I'm a pediatrician.......................................................... I'm in charge o f designing new buildings for our I'm a project manager........ Section 1: Networking ...................... 2 3 4 I'm a lawyer.............. Thanks for telling me about it............. I'm a m anager on a construction site............ Q come in on schedule and within budget.... it's never boring..... then? J: It's very rewarding.............. Here's some more information about what we do and my card............................. administrative staff......... J: That's fine............................... I'm a banker....................... S: It sounds really interesting.............. Does Jen ny m ake any m istakes? Saying it accurately Match the sentences on the left w ith their corresponding responsibilities on the right........... Use phrases from Saying it accurately 1 to describe w h a t these people do.... I w ork in m arketing...... So............ ............. clients.. fo llo w in g the exam ple.. A ccentuate the positive features o f each job............... I'm responsible for making sure that our projects I'm an IT programmer. My main responsibility is to promote new products ahead of their launch................. Practise sayin g the sentences aloud......................... I'm an accountant........... what makes a job with Foodaid interesting.... I oversee a team of 250 builders and twenty I'm an architect. 8 I'm an entrepreneur. Follow the exam ple. W hich strategies does Jen n y em ploy successfully w hen ta lkin g to the student? U nderline the relevant parts in the conversation and note the strate gy in the m argin.... not just making some company shareholders rich...................................... 6 7 I'm a professor... I'm a nurse.......... I'm an IT support manager....... And even if the work is demanding.............. My job entails organizing my boss's affairs..... ....... a very inspiring manager.......... I'm training to be a solicitor... Sometimes hours go by and I don't even notice......... more than one preposition is possible. I investigate and write articles for newspapers......large building projects.......... Note that in som e sentences... 4 5 6 7 8 Q I w o r k ............. 1 2 3 4 10 Speaking challenging monotonous rewarding fulfilling 5 interesting 6 stressful 7 absorbing 8 demanding .0 Com plete the sentences w ith the verb work... which makes my job v e r y .. 3 I find my job q u it e ........... I w o r k ..to see the children's excited faces at the end of a really good lesson. which often take up to two or three years to complete........ helping them to overcome disadvantages in life................ I w o r k ... It's quite 2 It's v e r y ....a m ultinational pharmaceutical company........ Note that in som e sentences.... when my phone w on't stop ringing and everyone wants to ask me something. who has taught me everything I know... 4 My job as an illustrator is v e r y ..a journalist............. I w o r k ..the media.. Com plete the fo llo w in g sentences w ith an appropriate adjective from the box. I w o r k . fo llo w in g the exam ple............. ch allengin g interesting m onotonous stressful rew arding absorbing fu lfillin g d em an d ing 1 My job doesn't vary very much on a day-to-day basis....... I w o r k .............. 2......................................... in w ith for to under as on a 1.....Lords and Sons.............underprivileged children.... I'm an advertising executive.... 5 I'm always learning new things... more than one adjective is possible..........tight budgets and strict schedules.............I w o r k .................. but also v e r y ................. I w o r k .......... Saying it clearly О os П Listen to the adjectives from Saying it accurately 4 and m ark the stressed syllable o f each w ord.... using the correct preposition from the box............ 3. using appropriate adjectives. 0 Im agine that a w o rk experience person is visitin g you r office and is askin g each em ployee 'What do yo u do?' H ow w ould you answ er? Practise your answ er aloud. 0 Listen again to the sentences and repeat them . He's in charge of bringing in as many advertisements as possible for our magazine. It w ill be played to students w h o are interested in fo llo w in g yo u r chosen field. Section 1: Networking . Then. Get speaking 0 Your old school or co llege has approached you and asked you to send them a short recording describing yo u r job. • Make it relevant to the students listening. Saying it appropriately О ** □ Listen to the e igh t speakers from Saying it accurately 1 talkin g about th eir jobs. Repeat the exercise. u sing the correct tone. Record yo u rse lf if possible. He is responsible for helping farmers. Circle the correct w ords in this sentence. The speakers are very enthusiastic/unenthusiastic.UNIT 2 |Talking about jobs 0 Listen again to the adjectives and repeat them. I'm in charge o f managing the legal department. Grammar note Note how w e use the -ing form after involve. H ow w o uld your co lleagues describe their jo bs? Im agine their answ ers and practise them aloud. Examples from the text: There are lots of jobs at Foodaid which involve doing ail sorts of different things. and be in charge of. • Briefly explain w hat you do. be responsible for. which helps them to accentuate the positive/negative aspects of their jobs. I'm responsible for overseeing the production of all our fashion lines. My job involves providing people with the computer equipment they require. • Accentuate the positive aspects of your profession. If possible. record yo u rself fo r review. review your recording and consider how you can im prove. E Really? So. E So. anyway. another difference is the flexibility that a manager has here. In Germany it's very difficult to be a manager because every time you want to introduce a change in the organization or in communication processes. I know what you mean. yes.Showing interest in other people Oh. yes. In Singapore you start talking about prices for products when in Germany we're still trying to define exactly what's wanted. you have to ask the Workers' Council for . compared to Germany. especially the food. do you like Singapore? С E Oh. Casper. I'm allergic to shellfish.. It's interesting. I suppose we think it's a waste of time discussing something if the price is always going to be unrealistic. I know what you mean.. С E С Whereas in Germany you feel you can't begin to think about price until you know all the details.. urn. E Do you notice any other differences between business life here and in Germany? С Well. in Sinqapore vou discuss prices much earlier in a neaotiation than we do in Germany. E How amazing! I didn't realize. you mean that you leave price negotiations till the end of a discussion? C: Oh. That's right. not at all. Really? С Yes. Very much.. for example. 3 USEFUL TIPS: When you are in conversation: • Echo the key information to encourage further explanation. I've put on two kilos already! Back in Berlin I play centre forward for the company football team. Flexibility? E С Speaking Yes. So what you're telling me is. for example. urn.. Casper Emily С E It's a very different way to do business here in Singapore. But I need to do some sport. I see. To shellfish? • Empathize. That's amazing! or Really? • Paraphrase. For example. Use phrases to show that you understand how your partner feels. Conversation О10 Em ily is h aving lunch in the com pany canteen w ith a n ew team member. for example. Reformulate in your own words what has been said to show that you are listening. Interesting? С Yes. Do you find it difficult? No.. .. Section 1: Networking .... 1 Echoing Tess: I've got such a headache...... Tess: Yes............. am azing! Q G roup these expressions th at sho w em pathy under the correct heading.... Tess: I feel terrible............................. 2 ......... not easier............ sayin g that's mean how really other kn o w terrible To sho w em pathy To paraphrase 1 I ... note the stra te gy Rachel uses....... 4 .... 2 ............ 3 .... 5 . it took me three hours to travel ten kilometres.................................UNIT 3 |Showing interest in other people permission...... is........ So what y o u 're ... Each tim e... what you're saying is thatthe Workers' Council in Germany makes things more difficult for employees......... whichisn't good for the employees at all. words...... 1 That's wonderful! 2 How terrible! 3 Fantastic! 4 That's unbelievable! 5 That's awful! 6 How am azing! 7 Great! 8 Oh no! 9 How incredible! 10 That's dreadful! To show empathy about something good: 1 To show empathy about something bad: To show disbelief: Q Rachel uses all three strategies to sho w interest in w h at Tess says...................... C: Sometimes................. yes. fo llo w in g the exam ple. ! 8 So y o u ...w hat you mean.... Tess: I think it was brought on by sitting in a car for three hours. Num ber Rachel's responses to Tess's statem ents........ so true.. E: So........ ? 6 7 So i n .............that............................. E That's terrible! Saying it accurately Q Com plete the phrases w ith w o rds from the box. 3 T h a t's........... This makes innovation very slow............... .. I've been promoted! 6 ...... Note how Emily and Rachel show interest....................... using the same intonation....is im plied by her intonation.... Tess: I know... it happened while you were away....... but at least I'm here now........ Tess: Yes................................ Rachel: How awful! Rachel: Terrible? Rachel: That's unbelievable! Rachel: So w hat you're saying is I went on holiday for a w eek and come back to find you're a senior manager?! Rachel: You mean that you were stuck in traffic for three hours! Rachel: Rachel: Really? Promoted? Rachel: How am azing! Congratulations! Saying it clearly 0 Listen to these three extracts from the conversations.... .. And I've got some exciting news! 5 ................. It's interesting...................4 ....... not at all........ Then circle the correct w o rds in the fo llo w in g sentences. Tess: Uh-huh. Saying it appropriately !j~ | ! 12 14 Q Speaking Em ily's preferred topic o f conversation ............. Tess: That's right! And it means I get a pay rise and a company car! 8 ...... 7 .... Casper: Emily: Tess: Rachel: Tess: Rachel: No.............. Interesting? 1 feel terrible........ I've been promoted! Promoted? Listen again and repeat the ech oing com m ents........................................ Terrible? Yes......w ays o f d oin g business or football ...... Com pare the w a y that she says the w ord really in these tw o extracts............... Emily's tone is keen/uninterested and her intonation is rising/falling. This response encourages Casper to continue/stop talking about the topic. 2 3 Echo w hat he says. W hen you hear the beep. W hen you hear the beep. You say: An enormous bonus? or That's fantastic! Try to use all three strategies . Paraphrase w hat he says.UNIT 3 |Showing interest in other people In the first extract. Tick those w here the speaker sounds as th o ugh she m eans w h a t she is saying. О о 0 Listen again. and repeat them. you hear: We've decided to give you an enormous bonus this year. Q W hen you express em pathy. em pathizing and paraphrasing . In the second extract.echoing. Section 1: Networking . 1 Em pathize with your boss. Play the audio CD to start. pause and respond w ith a suitable expression. Follow the exam ple. Emily's tone is keen/uninterested and her intonation is rising/falling. u 1 That's wonderful! 2 Fantastic! 3 How am azing! 6 That's awful! 7 Oh no! 8 That's dreadful! 4 9 That's unbelievable! 10 How incredible! Great! 5 How terrible! О Q is Listen again to the phrases. For example. G I? 0 Play the audio CD to start. Listen to the phrases from Saying it accurately 2. pause and respond suitably. say really in a w a y that sho w s interest and enthusiasm . This response encourages Casper to continue/ stop talking about the topic. Play the audio is CD to start. W hen you hear the beep. it's im portant to use an enthusiastic tone o f voice.d urin g the exercise. Get speaking О □ Your boss has asked to talk to you. 4 Agree with him. now all said w ith an appropriate tone. so Gabriele from the commercial department will take over. Michael. He's a journalist. She always picks good people to work with her. If you don't know somebody very well. didn't you? M: Yes. You know John. I overheard Christine talking to the boss about it this morning. they're going to have a nanny. according to Christine's assistant. I wonder how her husband feels about it. But.Exchanging information I heard it on the grapevine. that's right. С: I suppose they might appoint somebody from Christine's team to carry on her work. It must be very expensive. Th ey are ta lkin g about a co lleagu e o f theirs. but want to exchange information with that person. I think. I just can't get used to driving on the left! No problem. she did. He's going to write articles about New York nightlife. I heard on the grapevine that she's going to move to our New York office next. Candy. for example. Then I changed over to IT. Christine. for example. USEFUL TIPS: Here are three ways to get the information you want within your organization: • First offer appropriate information yourself. offer information of your own first to show you can be trusted. us and our as often as possible. M: Ah. If you want to ask about somebody or something. You used to work for our new chief legal officer. Although I can't imagine who's going to look after the children then. C: Christine is so successful. She did an amazing job for us dealing with that whole corruption scandal last year. • Ask questions indirectly. Christine could never have managed that without her team. If you want to find out about a particular area. Christine Bender. Christine's team was really angry! Speaking . for taking me with you to the meeting. M: Apparently. She and I started together in the legal department five years ago. / think we're going to see a lot of changes in our department soon. M: Yes. Peter Conversation '*18*' Candy: Michael: C: M ichael is d rivin g w ith his colleague. I heard that too. C: Well. By the way. M: C: That's so true. Mrs Weber. use statements with question tags rather than direct questions. don't you think? Yes. • Create intimacy. Michael. between you and me. Think carefully about what information is appropriate to pass on to others. to a m eeting. that's not a problem. you can use these techniques: Drop their name into conversation more than usual and use we. don't you? rather than Do you know John? A direct question may frighten someone into remaining silent but a statement that sounds more like speculation will often be confirmed or corrected by somebody with better information. no! It seems that Christine didn't want to recommend any of them to the boss. but they'll have enough money. I really want to thank you. ...... M ake it clear that these are sim ply reports th at you have heard on the grapevine. Section 1: Networking i 17 ........UNIT 4 | Exchanging inform ation Understanding Look again at the strategies outlined in Useful tips. Th ey both have inform ation they w a n t to share w ith you...... 7 ........... ...so I'm told.... Listen to their statem ents and answ er these questions.......................... I heard that............... . she'll be gone by January.. 2 She's been for interviews at other com panies. It seems/appears that................ I overheard Ben saying.. It's guaranteed that......... . ..... she wants to w ork abroad............ 1 the section manager is going to resign tomorrow.......................... rather than w h at you know............. It's certain that.. Can dy uses all three to ge t inform ation from M ichael...... they are planning to restructure her division? 8 ............... Did you hear that............. Try to use each phrase o nly once............... Com plete the fo llo w in g sentences w ith w ords or phrases from Saying it accurately 2..... 3 4 5 She hasn't been happy here for a w h ile ............... ....? I heard on the grapevine that............. Follow the exam ple......... the board isn't going to replace her internally.................... Saying it accurately О и •» Im agine you w o rk w ith Can dy and M ichael....... By all accounts..... U nderline the relevant parts in the conversation and note the stra te gy that she uses in the m argin............................ 6 ....... I'm convinced that.. According to Jane..... they will combine the two departments so that they can make cutbacks..... 1 W ho sounds as though they are passing on inform ation based on fact? 2 W ho sounds as though they are passing on inform ation that may be unreliable? Tick the phrases that sh o w that yo u r inform ation is based on w h at yo u 've heard on the grapevine...... ^ I'm sure that....... ..... Apparently.....her secretary......... Ja y ? ’ 2 Check that Rachel approved the new brochure before it was sent to the printers. 3 Find out if Matt knows the new CEO. n ow all phrased to create a sense o f intimacy. Note how the words that imply that you are passing on rumours rather than fact are stressed to reinforce this message. frie n d ly tone o f voice and the strategies outlined in Useful tips. Follow the exam ple. so I'm told. Q Listen again to the sentences and repeat them . Saying it clearly О D Listen to these sentences. 4 Ask if Lianne is attending the conference this year. 5 Find out if Dan has seen the budget for next year. W rite statem ents creating a sense o f intim acy w ith the speaker. and repeat them. 'You’ve sp e n t tim e in our Washington office. Г ) 22 18 0 Speaking question 1 direct intimate question 2 direct question 3 direct direct intimate intimate question 4 question 5 direct question 6 direct intimate intimate intimate Listen to the questions. the section manager is going to resign tomorrow. 1 Find out if Jay has spent time in the W ashington office. haven’t you. .Q Read these answ ers. using the correct stress. Saying it appropriately ||^|j 0 21 Listen to these questions and decide w h ether the speakers are being direct or intim ate. Apparently. She's been for interviews at other companies. Note h ow the speakers create a sense o f intim acy by using a light. Privacy may be an important part of the culture.UNIT 4 | Exchanging inform ation Get speaking О о Y ou've heard that the com pany is plann in g to set up a sports and social com m ittee. Then read it aloud. practising your pronunciation. told you that the CEO was very enthusiastic about it. You start. to try to find out more about it. Section 1: Networking . Examples from the text: I suppose they might appoint somebody from Christine's team to carry on her work. Try to incorporate all the strategies from this unit. fo r review. 1 Tell Max the rumour that you heard. Janice. Play the audio CD and fo llo w the cues. Record it if possible. you will need to find out the best way to get information from colleagues. Start a conversation w ith M ax. It may be that there is not a lot of office gossip and that it is inappropriate to talk about individuals in the way the people do in the dialogues in this unit. Gabriele from the commercial department will take over. being the kind o f discussion that m igh t take place in yo u r office. 2 3 Ask indirectly if he knows about it. W hat sort o f inform ation is passed around yo u r w orkplace? W rite a short conversation based on the dialogue at the beginning o f this unit. 5 Ask indirectly if he w ould w ant to be involved. Grammar note Com pare the tw o predictions fo r the future o f Christine's role and note h ow the use o f I suppose they m ight indicates speculation and w ill im plies certainty. 4 Ask indirectly if he knows when the meeting m ight happen. Cultural note If you are working in international teams. We'll employ some more staff. Tell him that the CEO's secretary. the personnel m anager. I suppose we might employ some more staff. Mr Harvey. keep the follow ing points in mind: • Be clear and concise about who you are and the purpose of the call. Mr Harvey? Do you have plans in place for handling risks generated by climate change? Urn. you're quite right.5 Cold calling Do you have a moment to speak to me? USEFUL TIPS: When cold calling (approaching prospective clients or customers for the first time). Am 1speaking to Mr Harvey? Speaking. try in g to set up m eetings to discuss her com pany's services. Oh hello. Oh. It's not personal. we have plans in place for damage to our power plants from bad weather. project management office. But would you like to find out about ways to manage risk caused by long-term adjustments to weather patterns? I'm talking about global warming and the impact that will have on energy supplies. Urn. Do you have a moment to speak to me? Urn. well.. And very risky. yes. well. Trancross Power and Gas. Well. isn't it? Yes. Mr. Conversation О 24 Macey С Speaker 1 Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC Mr H MC: Speaking M acey Chance is on the phone. • Don't be offended by hostile behaviour. that's very unpredictable. managing short-term risk is very important of course. Mr Harvey. I'm sure! But may 1ask you a question. Am I speaking to Mr Given? No. it depends on what you mean exactly.. Do you think that's something that might be of interest to you? Er. and Ms) and never first names. Good morning.. Mr Harvey. My company specializes in helping power industry companies manage risk. This is Macey Chance from Turner & Young Consultants. Thank you. we have risk management plans in place. • Use questions to help and guide the person you are calling. yeah. This is Macey Chance from Turner & Young Consultants. That's why my company specializes in designing plans that minimize the risks for companies like yours. you know. Of course.. Would it be possible to arrange a meeting where 1could explain our services in more detail? . • Always use titles (such as Dr. Fine.m. TS: ( 3 ) . W rite the correct letter in the space provided.. [ 1 ] Macey Chance checks that she is speaking to the correct person.. let me just check my appointments..... Mr Lee: I see. t ] She sets up a meeting to discuss the matter further.? Understanding Read the fo llo w in g stages o f the d ialo gu e and put them into the correct order.. ( 2 ) ... go ahead. TS: ( 1 ) ... Mr Harvey? Er. Mr Lee: TS: Uh-huh... it could be interesting. When's a good time for you.. Tom Sweeney: Is that Mr Lee? Mr Lee: Speaking. A think / interest / you / you / something / be / that / of / Do / that's / to / might ? В set / Mr Lee / Could / meeting / week / we / up / a / for / next ? С specializes / bespoke software / My / in / company / designing D Tom Sweeney / Lermans and Co / is / from / This E question / May / Mr Lee / a sk /yo u / 1/ a ? F moment / you / have / Do / a / speak / me / to / to Com plete the conversation w ith sentences from Saying it accurately 1... Saying it accurately Q Unscram ble the w o rds to form sentences to use w h en cold calling.... [ ] She explains what her company specializes in and the reason for her call.... Mr Lee: I suppose so. how about Friday this week. Urn... 2 p.. ] She asks questions to gauge the person's interest. [ ] She checks that the person she is speaking to has time to talk... Section 2: Telephoning i 21 .. [ [ ] She introduces herself and says where she works. yes...UNIT 5 | Cold calling Mr H: MC: Mr H: Well.... Listen to the sentences from Saying it accurately 1 and choose the adjective describing the speaker's tone o f voice. but pronounce them together. it sounds interesting. I'd be interested to hear more.. TS: (5 ) Are you currently using software that doesn't fully meet your business's needs? Mr Lee: TS: Well..... Could we set up a meeting nex(t) week to discuss it further? Note that when the so u n d 't' appears between two consonants.. В Listen again to the sentences and repeat them..Q TS: ( 4 ) ....... Mr Lee: Yes. yes we have had some issues with it this year. Match the questions from the conversation on the left to those on the right that serve the sam e purpose.. Mr Harvey? A When is convenient for you. Mr Lee: Yes.... Saying it appropriately W hen approaching potential customers over the phone. Mr Harvey? В Could we set up a meeting next w eek to discuss it further? С Is that Mr Harvey? q Is this a good time? ^ Would you be keen on finding out more about ways to m anage risk caused by long term adjustments to weather patterns? Saying it clearly О И Do you have a moment to speak to me? Listen to these tw o questions from Saying it accurately 1. it sometimes disappears altogether. we do not repeat the sound... This is known as elision.. it's im portant to use the right tone o f voice.. 25 Note that when a word ends with a consonant and the next word begins with the same consonant.. 1 Am I speaking to Mr Harvey? 2 Do you have a moment to speak to me? 3 Would you like to find out about ways to m anage risk caused by long-term adjustments to w eather patterns? 4 W ould it be possible to arrange a meeting next w eek where I could explain our services in more detail? 5 When's a good time for you.. ( 6 ) . 1 polite or pushy? (too forceful) 2 enthusiastic or bored? 3 abrupt or friendly? Speaking . This team specializes in providing the best service for customers. Explain w h a t your com pany specializes in and g a u g e his interest in your products or services.UNIT 5 |Cold calling 4 pushy or friendly? 5 bored or polite? 6 П В и bored or friendly? Listen to the sentences again . However. Section 2: Telephoning i 23 .m. business contacts will usually be initiated through referrals. Play the audio CD and fo llo w the cues. Our personnel department concentrates on recruiting the very best people for the company. ОВ 28 Repeat the activity from Get speaking 1. appropriate manner. Get speaking О □ 28 You are a salesperson at Top Tier Training and you call Frederic Gulbert. When cold calling across cultures. .. 5 Suggest a m eeting for 10 a. for example Astra Purim suggested I get in touch with you about... Examples from the text: My company specializes in designing plans.. n ow all said in a positive. im agine you are calling Frederic G ulbert as a representative o f yo u r ow n com pany. Play the audio CD and fo llo w the cues. in some cultures. and concentrate on. personnel m anager at Rogers and Co. focus on. 3 Check that Frederic has time to talk to you now. and repeat them. Your aim is to set up a m eeting w ith him to discuss yo u r range o f services. 1 Check that you are speaking to Frederic Gulbert. a referral will always help you make contact with people. You start. You start. Grammar note Note h ow w e use the -in g form after specialize in. 2 Say w ho you are and who you w ork for. how ever. next Tuesday. This tim e. make sure you find out first whether this approach is culturally appropriate. My job is to focus on cutting costs wherever possible. Cultural note Cold calling is an accepted way of doing business in many cultures. 4 Explain that your company specializes in providing m otivational training courses for staff and gauge his interest. Whatever your situation. I'm afraid I have to cancel our meeting next Tuesday morning. How are you? GS: I'm fine. no. and place. USEFUL TIPS: Once you have fixed your appointment with a business partner. RT: Can I just check the address? That's Quiddestrasse 14. RT: Oh. 1 Sabine G: Sabine Gerland. That's Q-U-l-D-D-E. • Be ready with alternative appointment times if the original time has to be changed. So. I'm going to be away visiting one of our key customers. Quiddestrasse 40. hello Mr Schmidt. Gerhard S: Oh hi. How are you? Fine. time. And you? RT: I'm well. Robbie Taylor. 29 Robbie T: SG: Hello. If you go to our website. Conversations О Robbie Taylor is confirm ing his appointm ents for next week. I'm looking forward to it. RT: No problem. RT Right. I'm just ringing to confirm our appointment for Tuesday afternoon at 3 p. would you like me to arrange a telephone conference instead? Speaking . • Check to see if the customer has any new requests. And you? RT: Very well. This is Robbie Taylor from Queensfield Ltd. Ms Gerland. RT Right. thanks. date. 2 RT: Queensfield Ltd. SG: Yes. RT: I see.m. telephone a couple of days beforehand to confirm the details of your meeting. I look forward to seeing you then.Confirming or rearranging appointments I look forward to seeing you then. Well. thanks. 40. this is Gerhard Schmidt calling from Hipax in Berlin. isn't it? SG: Er. One colleague I wanted to come to our meeting will be in Paris and I'll be in Munich. OK. GS Good. thank you. that's right. you'll find fulldirections. Thanks. to discuss our project management services for the Potsdam project. Keep the follow ing points in mind: • Confirm the topic. And could you spell Quidde for me? SG: Of course. Would Wednesday afternoon be more convenient? GS: Unfortunately not. ...... 12 p.. our appointm ent for Friday m orning at 9 a. to seeing you then. like logistics... Would you or your colleagues be interested in any of our other project management services...m...m..m. Mr Schmidt. that's a good idea. 4 p......m.. 10 a... Actually.. Section 2: Telephoning i 25 ... on Wednesday...m.. Would Thursday afternoon b e .. Sabine Geriand..... I wanted to call you anyway.m.m..... 2 p... Gerhard Schm idt.........UNIT б | Confirm ing or rearranging appointments GS: RT: Mmm.... 2 Can I ju s t the address? 1 3 Could y o u . We're both free at 2 p.? 6 I lo o k . Will you email me the details? Of course... 2 p.. Hipax.. 5 p.. 3 p......m..m......m..m..............m.....m.... that for me? 4 That's not a problem. Q u id d e stra sse 14 3 p. spell confirm forw ard teleconference check better I'm just ringing t o ..m.m...m.. Saying it accurately Q Com plete the sentences w ith w o rds from the box. 5 p. Berlin 11 a. 4 p.m. 9 a.. Tuesday W ednesday 9 a. 11 a..... for example? Understanding Th is is how Robbie Taylor's diary looked before his tw o phone calls......m. M ake any necessary ch anges to it..... 10 a. 12 p.... for you? 5 Would it help if I arranged a ........... Saying it appropriately О ‘ 31 ’ W hen your business partners contact you regarding an appointm ent. even when it is not a question.m. maybe we'll leave it till she gets Does she really need to be there? I see. maybe some other time. How about Friday m orning instead? Saying it clearly О и Listen to the five sentences on the right from Saying it accurately 2. W ould Wednesday be more convenient? Oh really? It's just that I'm really busy next week and that's the only time I'm free. W ould you like me to arrange a back. 3 A В С Speaking Well. rem em ber to be polite. 0 Listen again to the sentences and repeat them. ch o osin g a suitable answer. * Note how the speaker's voice goes up. And you? 2 В A That's a shame. telephone conference? . Listen to fo ur sentences from the sam e conversation.m. Follow the exam ple. I'm just calling to check that it's still convenient for us to meet on Friday at 10 a. В С No problem. 2 Can I just check the address? 3 No problem. W ould Tuesday afternoon be more convenient? A Could you just confirm where your offices are? В Shall I organize a telephone conference? С I'm just calling to check that it's still convenient for us to meet on Friday at 10 a. W hen you hear the beep.m. And you? I've had better days. Never mind. 4 W ould you like me to arrange a telephone conference? D Can I interest you in any other 5 Would you be interested in any of our other services? E services that we provide? That's fine. fle xib le and to respond to their needs. And you? С I w oke up with terrible backache and it hasn't really lifted even though I've taken lots of painkillers. 1 A Fine. pause and respond. 1 I'm just ringing to confirm our appointm ent for Tuesday afternoon at 3 p. Your phone is rin gin g. Play the audio CD to start.0 Match the sentences on the left w ith those on the right that have a sim ilar purpose. thanks. Rem em ber to be flexible. You start.m. О 0 33 Th in k about yo u r w orkplace. w ith Valerie A u gu ste. pause and respond. Giovanni Fabro. Cultural note When making or receiving a business call. W hen you hear the beep. Play the audio CD to start. A n d you? Section 2: Telephoning i 27 . then. You may wish to reciprocate by asking. Look again at Robbie Taylor's two conversations to see how he makes his telephone partners feel at ease by using the phrase How are you? The answer should be brief and positive (even if this is not. su g g e stin g an alternative tim e or a telephone conference w here appropriate.m. 7 Respond to Ms Lee's question and explain the reason for your call. Thursday 3 p. 8 Respond appropriately and suggest an alternative time to meet. Wednesday 10 a. W hen you hear the beep. say w ho you are and where you work. A С Can I just check the spelling of that? Get speaking О п 32 You are the custom er relations m anager for M arlow Construction. 3 Check that you have the correct address. 5 Thank him and end the call politely. say who you are and where you work. Play the audio CD to start. Look at tw o o f your diary entries fo r next w eek and then m ake the phone calls to confirm yo u r appointm ents.m. and ask how she is. 4 Ask him to spell it for you and make notes accordingly. or I'm fine. The call to Jo y 6 Greet her. for example. You have a m eeting booked on M onday at 4 p.d is c u s s W estdene H o sp ita l building co n tra ct J o y Lee. you may be expected to engage in some small talk at the beginning of the conversation.UNIT б | Confirm ing or rearranging appointments 4 Excellent. I'll email you with the details. pause and respond. 9 Respond appropriately and end the call politely. 2 Respond to Mr Fabro's question and explain the reason for your call. and ask how he is. Would you be interested in any of our other services? В I look forward to seeing you on Tuesday. Very well. the case). 4 0 Findon S tre e t .update on Queen’s Hotel building project The call to G iovanni 1 Greet him. 2 0 So u th Road . in fact. thank you. Ms King. David Llewellyn. Priti Makesch speaking. Blaming the person you are calling will not help. times. Ask questions to check who exactly you are talking to and take notes. I'm currently attending your team-building training course in Wales with a team of our managers. I'm sorry to hear that. but he didn't take me seriouslv at all. Mr Mendip. How can 1help? Good morning. Could 1speak to your supervisor. my name's George Mendip and I'm responsible for customer relations. Could you tell me your name and position. 1hope you can help me. please. AK Well.. GM 1see. • State the problem clearly and calmly. please? Can 1ask what it's regarding? 1need to make a complaint. The 'Big T' course. he just says he's already explained it. Separate the problem from the person. And if you ask him a question. London. Well. • State exactly what you want the person you are calling to do. please? GM Of course. I'm the HR manager for Carabella Hotels. • Stay as unemotional as possible. Speaking . Very popular.. I'll just put you through to Mr Mendip. Conversation A ndrea K in g is p h o n in g A lp in e Executive Events to m ake a com plaint. previous contacts.Making a complaint on the telephone I'm afraid I need to make a complaint. I'm afraid I'm not satisfied with the performance of your trainer. USEFUL TIPS: When making a complaint. and so on. What seems to be the problem? AK He's very unhelpful and doesn't explain himself properly. One moment. including names. he talks extremely fast and makes all the instructions very complicated. my name is Andrea King. but I'm not sure what 1can do. but polite. keep the follow ing points in mind: • Make sure you are speaking to the person who is in a position to help you. • Check when you can expect results/feedback from the person you are speaking to. The situation is entirely unsatisfactory. AK GM Thank you. places. Good morning. How can I help you? Andrea K: R AK R George M: AK Good morning. I'll just make a note of that. Be firm. Include as much relevant detail as possible. GM Oh dear. GM How do you mean? AK Well. 1tried to talk to him about the problem. Receptionist: Alpine Executive Events Ltd. AK GM And could you let me know when you have spoken to him.UNIT 7 | Making a com plaint on the telephone AK I'd like you to telephone Mr Llewellyn immediately and explain that we want much clearer explanations and support for tomorrow's tasks. I will... Set out your expectations to solve the problem. AK Many thanks.. • I'd like you to. Confirm when your expectations will be met. ? • When will you get back to me? Saying it accurately Q U nscram ble the w o rds to form sentences to use w h en m aking a com plaint. Make sure you're speaking to the person who can help you. I'll get back to you by. please? I'll just make a note of that. • I'm afraid I'm not satisfied w ith.. I do. 1 this product / satisfied / I'm sorry / with / not / to / I'm / that / say 2 appears / this product / with / problem / There / to / a / be 3 not / all / this service / I'm / with / at / happy Section 2: Telephoning i 29 . urn. I could give him a ring. Not at all. OK.. • Could you let me know when you have.. GM Well.. State your complaint. the end of today. Strategy Sentences from the telephone conversation • Could I speak to your supervisor. please? • Could you tell me your name and position. I really appreciate your help on this. please? Yes.. Yes. • I need to make a complaint. AK When will you get back to me? Do you have my number? GM I think so. GM Understanding Match the fo llo w in g strategies to the co rresponding sentences from the telephone conversation. (forceful) The situation is som ew hat unsatisfactory. The situation is entirely unsatisfactory. Please could y o u find an alternative venue right away? 1 latest sales figures (not so forceful) 2 latest delivery (forceful) 3 budget for the new project (forceful) 4 accounts system (not so forceful) 5 new catering company (forceful) Saying it clearly О В Speaking Listen to these forceful com plaints. (not so forceful) Q absolutely altogether considerably quite rather slightly somewhat totally utterly extremely completely very entirely U sing the prom pts. 4 It's entirely unsuitable. 2 3 It's altogether unreasonable. n otin g the syllable stress. m ake com plaints and set out yo u r expectations as to how each problem can be resolved. Follo w the exam ple. dam aged defective delayed disappointing tolerable В poor passable high quality inadequate mediocre so-so indifferent unacceptable unprofessional unreasonable unsatisfactory unsuitable Rank these adverbs according to how forceful th ey m ake a com plaint. It's com pletely unprofessional. 5 It's utterly inadequate. 1 It's absolutely unacceptable. 6 It's totally unsatisfactory. conference venue (forceful complaint) I ’m n o t at all happy w ith the conference venue because it's entirely inadequate for our needs. .4 seem / concerns / to / regarding / There / be / some / this / product 5 replace / Please/you / could / it 6 today / ensure / you / replacement / that / sent / the / W ould / is 7 email / me / sent / when / W ould / has been / be / to / able / you / it 8 can / you / expect / 1/ When / hear / to / from Q Underline adjectives that m ight be useful fo r m aking a com plaint and describing a product or service. and you have been badly let dow n by yo u r IT sup p ort com pany. where you work. and whom you would like to speak to. which your employees are finding very difficult to master because they received insufficient training. 1 Explain w ho you are. as agreed. 6 Explain how she can improve the situation. and repeat them. Saying it appropriately О D О В It's ve ry im portant that you rem ain calm w h en m aking a com plaint. Lettermans agreed to provide a 24-hour support line and this has proved unreliable. Section 2: Telephoning i 31 . Listen to the fo llo w in g speakers and decide w h ether th eir com plaints are phrased appropriately or inappropriately. Your proposed solution You w ould like Lettermans to provide additional training for employees and ensure that their support line is staffed 24 hours a day. read about the problem and your proposed solution. speaker 1 speaker 2 appropriately inappropriately appropriately speaker 3 speaker 4 appropriately appropriately inappropriately inappropriately speaker 5 appropriately inappropriately inappropriately Listen to the com plaints. now phrased appropriately. Rickm ans and Co. Do not blam e the person you are speakin g to.. 8 Check when this will be. pause and respond. 4 Make a point of w riting down her name and say that you hope that she can help. 2 Explain the reason for your call.UNIT 7 | Making a com plaint on the telephone Q Listen again to the sentences and repeat them. First. Also. W hen you hear the beep. Letterm ans International. 9 Thank her for her help. 3 Ask for the speaker's name and position. 5 Explain the exact nature of your complaint. The problem Lettermans have recently installed new IT systems. using an introductory phrase and a suitable adjective and adverb. Then play the audio CD to start. 7 Ask her to let you know when the problem has been addressed. 37 Get speaking О 38 You are the CEO o f a sm all firm . so you telephone to com plain. • Tell the customer when they can expect results/feedback. Ms Masterman. 1sent my costume to the ship's laundry to be cleaned and it got lost. can you give me the details? TH: Well.m. So we dressed up. Conversation О 39 Tony H opps is pho n ing Kelly M asterm an at A rg o n a u t M editerranean Cruises to m ake a com plaint. clarify any unclear details and show empathy. Right. Speaking . you listen here. Don't interrupt. the buffet lunch was finished by the time you got there. That really was the last straw! KM: So. and your costume was lost. we found that there were only a few bits of cheese and salad left for us. but try to get all the details. • State what you are going to do to resolve the situation. this is Tony Hopps here. Do not try to make excuses but provide an explanation if the customer requests one. Let me just get a pen and I'll note them down. • Stay calm with the customer at all times. we did. you must have felt terrible! TH: Yes. So we had to have one in the middle of the ship and my wife spent three days feeling really seasick. In a nutshell. the fancy-dress party listed in the programme didn't take place. TH: That's right. Well. the general manager? KM: Speaking.Queen of the Waves . Separate the problem from the person. it was supposed to be an all-you-can-eat buffet. USEFUL TIPS: When dealing with a complaint. Is that Kelly Masterman. I've got a whole list of complaints.Dealing with a complaint on the telephone Oh dear. And then. but when we got there at 2 p. I ’m sorry to hear that. Then. Tony H: Ah. for the buffet lunch. TH: Ah. we booked an expensive cabin on the outside of the ship. It was so embarrassing! KM: Oh. Take notes. you didn't get the cabin you ordered. it said there was a fancy-dress party. • Once they have finished complaining. first of all. right. let me just recap. keep the follow ing points in mind: • Let the caller express their complaint. Kelly M: Argonaut Mediterranean Cruises Ltd. in the programme for Saturday evening. I've just arrived home from one of your eastern Mediterranean cruise ships .and I'm not at all happy. • Apologize. summarize the complaint. but we found that everybody else was just in jeans and T-shirts. I'm sorry to hear that. And finally. But there was a problem with that cabin and there were no others available on the outside. KM: Oh dear. ... Send in the form and we'll deal with that within a week. but we can refund you the extra cost for the cabin that you didn't have..... Com plete her notes. first of all.. we're not going to try to pass the buck here.. TH: Hmm... we would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for the problems you had. yes........ yes. TH: Tony Hopps speaking. Mr Hopps.. Understanding Kelly M asterman took som e notes during her phone call w ith Tony Hopps...... It seems that the porthole in your cabin was broken by the previous passenger and water was coming in........ er.... that doesn't seem much. This is what I propose: I'm going to call the ship and see if I can find out what was going on.. Is that acceptable to you... But he apologized for not explaining what the problem was to you.............. Mr Hopps? TH: Well.... Do you have my number? It's....... • buffet lunch: • program me changes: • laundry: Proposed action: • re fu n d : . KM: Hello..... • insurance claim: • discoun t: Section 2: Telephoning ... Tony H opps .. we are really very sorry for these difficulties.. I spoke to the ship's first officer..Queen o f the Waves Com plaints: • cabin p ro b le m s: ... I'm afraid we can't refund the whole cost of the trip. But.... Can I call you back in 20 minutes? TH: Urn... So.... I think that sounds reasonable......... It's Kelly Masterman here. as I said..... that's fine. And my fancy-dress costume? KM: On our website you can find a document for insurance claims. so we would like to apologize to you for these problems...UNIT 8 | Dealing with a com plaint on the telephone KM: Well. . В ... noting h ow the key w o rds are stressed to m ake the speaker's m eaning and intention clear.... To show regret/empathy To find out w hat the problem is 1G To apologize To propose a solution/to promise action Q Read the telephone conversation again.. 3 I'm terribly sorry for the. as show n in the exam ple. 1 I'm terribly sorry for the problems that you're experiencing. 5 7 Could you tell me.. 1 Could you bear with me for 10 minutes. 8 1do apologize.... 2 I propose that we offer you some sort o f compensation.Saying it accurately Q Match the two halves of the sentences. 4 I do apologize for our part in this. E .... 3 34 Speaking . 6 That must.gets done by the end of the week. I'll make sure that it gets done by the end o f the week. ^ ------ A .w e offer you some sort of compensation F ... > G ..have been dreadful..w hile I get to the bottom of what went w rong here? H . 2 С .... / D .. following the example.. ) I can im agine..that was terrible..problem s that you're experiencing.... I'll make sure that it.exactly w hat happened? V . Saying it clearly О D 40 Listen to these sentences.. Pu1t the sentences from Saying it accurately 1 in the correct category.. Find more sentences to add to each o f the categories in Saying it accurately 2..for our part in this. 1 4 1 propose that.. I'm sorry to hear that. 4 A p ologize for the problem and promise that you will take action on the points raised. the first or the second version? 2 Which words describe the most effective version? A concerned В distracted С annoyed D apologetic E polite F О В 42 bored Listen to the sentences from Saying it accurately 1 and repeat them .UNIT 8 | Dealing with a com plaint on the telephone Q Listen again to the sentences and repeat them. W hat kinds o f com plaints do you deal w ith on a regular basis? H ow w o uld you respond to them . pause and respond. Play the audio CD to start. 1 Express regret that there's a problem and find out exactly w hat the person is unhappy about. 5 Propose a solution and check that this is acceptable for your client. W hen you hear the beep. Sim ply Delicious Food. can you give me the details? 1 Which version is more effective. 3 Summarize the problem for them. 2 Express empathy for the problem. W hen you hear the beep. Respond to them . You run a catering com pany. Q 6 Propose a more substantial solution and check that this is acceptable. Get speaking Оa 43 Ga 44 Listen to fo ur speakers m aking com plaints. Th in k about yo u r w orkplace. co p yin g the appropriate tone. pause and respond. Let me just get a pen and I'll note them down. 7 Respond to the request and finish the call politely. Oh dear. Your telephone is rin gin g and com plaints are com ing in. using at least one phrase from this unit? Section 2: Telephoning i 35 . Saying it appropriately О D 41 Listen to tw o versions o f this extract from a telephone call and answ er the questions. Play the audio CD to start. using expressions from Saying it accurately 1 and 2. Right. . We all have our action points to deal with and we know the next steps.. to sum up point number one.. USEFUL TIPS: • Go through the agenda at the start of the meeting and check no items are missing. that's your field.Does that mean training will be cut? Because look at the problems we had last year with the database. Conversation Janette is h aving a m eeting w ith her team . Lucy. You are the people who'll have to implement it and we need to decide what you need for the rollout. Good. Tony. . How does everybody feel about that? Fine. Now. and Tony to discuss the rollout o f a so ftw are program .Fabian. Fabian.. So.. Thanks very much for all your ideas.. Well. J: .9 Running a face-to-face meeting So.. that wraps up everything for today.. at the moment there's a shortage of human resources to. Let's move onto the next point: budget. J: Tony: Good. • Control the discussion. making sure all participants contribute where relevant and that no one person dominates the whole meeting. we should be OK. Lucy: Thanks. would you like to start? Fabian: Right. J: . I spoke to Billy West in the data centre and he said that there was a problem with the — J: Can I stop you there. Fabian? Let's not get sidetracked. So. I'm afraid that we have a very limited budget for this project. le t’s get started.so by the time everyone has finished the training course.. О 45 Janette: Everybody is here now. • Ensure good timekeeping during the meeting. L. So. Anybody want to go to lunch? . OK. making sure that participants stick to the agenda and don't get sidetracked. let's look at point number one on the agenda: resources.. we've agreed that Lucy will arrange training sessions for the rollout team together with SAP and I'll talk to Human Resources about finding more SAP specialists. F: . let's get started. • Summarize key decisions at the end of each agenda point. Let Tony tell us what exactly is planned and then we can. which means that we really have to be imaginative about how we allocate resources.the meeting has been very useful.. and F: J: Speaking Great! So. T. we're here to discuss the rollout of the new SAP customer relationship program. ........................................ Let's g e t.. 18 So.......... Setting o ut the aim s o f the m eetin g/go ing th ro ugh the agenda 4 The of this meeting today is t o . that w ra p s ........... Section 3: Meetings ..... number one.. le t's . for discussion............ let's just summarize the main things w e 'v e ...... a t .......on this...... 11 Let's not lo s e ... y o u 'll. that there are five things to discuss today........... .......... 6 Looking at the agenda.................. 12 Shall we m o v e ... Note th at in som e sentences............. 8 John........................... next year's budget. to the next point? A sk in g fo r contributions from others 13 A n y .. Introducing the first point fo r discussion 7 So....... everything for today............. w ould you like t o ...... Simon? Su m m arizin g and concluding 16 OK.. Perhaps we could make a 3 I'd like t o ...... more than one w ord is possible. w ould you like t o .. 17 So. aim kick point w elcom e sidetracked th o u gh ts d ow n begin th in k m ake see sum started com ing agenda start sigh t agreed fix on up points agree look G etting the m eeting started 1 Thank you all f o r ...........UNIT 9 | Running a face-to-face meeting Understanding Look again at the approaches outlined in Useful tips...... t o up............. today are the fo llo w in g . W hich tips does Janette fo llo w ? U nderline the relevant parts o f the d ialo gu e and note the tips she uses in the m argin........... Paul? Let's not g e t .............. things off? Sticking to the agenda 10 Can you stop there... to business.............. Janine? 14 Do we a l l on this? 15 W hat do y o u .. of the main objective here.. we've agreed the budget for next year........ 5 On t h e . 2 I'm glad you could a l l it........ you all here today...................... Let'sg e t ........ W hich tip does Janette not fo llo w ? Saying it accurately Q Com plete the sentences w ith w o rds from the box...........? 9 Lynn............. Listen to these sentences and repeat them . Here is yo u r agenda. w hat do you think? * 4 Is everyone happy with this. you need to be firm yet polite. 1 John.m. could we just hear w hat Neil has to say first? 3 Philippa.Ов Listen to the sentences to check your answers. 1 Any ideas about this. w e use a rising intonation in the voice. interrupting. then? * 5 Shall we move on to the next point? * О 48 В To stop som eone from d igre ssin g. could we come back to your point in a moment? Get speaking Q You are chairing (m an agin g) a m eeting w ith Rita and Paolo to discuss the plans fo r the upcom ing com pany conference. or dom in atin g in a m eeting. Rita Kay. Paolo di Franco A ge n d a Point one: Programme for the day Point two: Possible locations 38 Speaking . 2 Paula. Ellen? * 2 Do we all think this is a good idea? * 3 Simon. 46 Saying it appropriately О о W hen w e w an t to hear from other people at a m eeting and to ge t their 47 opinions. M eeting to discuss upcom ing com pany conference Date: 3 March Time: 10 a. Listen to these sentences and repeat them. I think you're getting off the point here. Saying it clearly О Listen to the sentences in Saying it accurately 1 and repeat them. Attendees: You (chair). right. W rite an age n d a fo r a m eeting at yo u r w orkplace.UNIT 9 | Running a face-to-face meeting You start. which is then discussed internally before a decision is made. if all the key members of staff are present. a decision may be made there and then. 10 Check if they have anything else to add. Section 3: Meetings i 39 . let's get started. For example. So. however.. 7 Get the meeting back on track and ask Rita to continue.. Language note Note the use o f so. For example. Then play the audio CD and fo llo w the cues.. decisions are not usually made in a meeting between two companies. In the USA. 6 Move the meeting onto point two on the agenda and ask Rita to contribute. I'm sure everybody. Remember to sound: • positive • interested • keen to hear w hat other people think. Cultural note The scope of meetings varies from country to country.. Right. Similarly. th e y serve to direct the conversation. meetings are simply a way of exchanging information. in Japan. 3 Introduce the first point of discussion and ask Rita to contribute. it is not unusual for attendees to speak over each other to get their point across. fo r review. 8 Say that you like Rita's idea and ask her to get some prices for you. Rather. 2 Go through the agenda for the meeting. at the moment. Well. H ow w o uld you start the m eeting? Practise aloud and record yo u rse lf if possible. 9 Summarize the main points of the meeting and the action items and check that they agree. and well as sign a ls in the m eeting. 5 Say that you like Paulo's suggestion and ask him to come up with some detailed suggestions on this. Begin by chairing the m eeting. 11 Conclude the meeting. 1 Get the meeting started. W hen these kinds o f w o rds are said em phatically. 4 Say that you like Rita's suggestion and ask Paolo w hat he thinks. in Germany a degree of formality is required whereas in Spain. co verin g the first three points. etiquette for meetings varies considerably. Negotiating agreement Well, th at’s an interesting proposal, but... USEFUL TIPS: Successful negotiations usually follow this process: Conversation О Janette w ants to hire som e specialists from a consultancy com pany for a short-term project to roll o ut a so ftw are p ackage w o rld w id e fo r her com pany. She is m eeting Stuart, a senior partner from the consultancy, to discuss fees fo r their services. Janette: And that, basically, is why I called you, Stuart. We don't have enough SAP specialists for this job ourselves. I see. So, what exactly do you need? We propose that you second us five programmers for customizing the basic SAP package to our needs, two web interface experts to make sure the package is user-friendly and one technical project manager. OK. But we need to talk about fees. They would have quite different daily rates: €650 for a programmer, €875 for the interface specialists and, urn, at least €1,250 for a project manager. Depending on his or her experience. Well, we'd like to keep the bookkeeping easy. So, we'd like to aggregate these daily rates. We suggest that we pay you €700 per head per day. I see. Well, that's an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. Stuart: J: S: I don't think we could go along with that. You see, we have very strict budget limits. Hmm... Let's think about how we can make this work... Another possibility might be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? It makes the administration so much easier. I mean, what's the downside? J: I take your point. It's just a question of agreeing the rate. Right. So, by my calculations if we agree on a daily rate of €750 per head per day, over six months your company will receive... just a second... €772,000. S: €750 per head per day for six months. Yes, I think we can live with that. J: Excellent! So, now we just need to decide which people will be most suited... S: 40 Speaking UNIT 10 | Negotiating agreement Understanding Look again at the stages o f n egotiatio n outlined in Useful tips. W rite the stages in the correct place in the colum n on the left. Stage Sentences from the conversation Another possibility m ight be to have tw o rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? We need to talk about fees. Well, that's an interesting proposal, but €700 per day is far too low. €950 is nearer the mark. I take your point. We can live with that. We suggest that we pay you €700 per head per day. If we agree on a daily rate of €750 per head per day, over six months your company will receive €772,000. Another possibility m ight be to have two rates: €650 for the programmers and €950 for the others. But have you considered the advantages of just one single flat rate? Let's think about how we can make this work. Saying it accurately Q Match the phrases and sentences on the left w ith those on the right that have sim ilar m eanings. 1 We propose that... I see where you're coming from. В That's not going to w ork for us. С Let's take a closer look at... A 2 We need to talk about... 3 4 I don't think we could go along with that. Another possibility m ight be to... 5 I take your point. E We can live with that. F 6 D We can go along with that. We suggest that... Instead, we could always do... Section 3: Meetings i 41 0 Read the continuation o f Janette and Stuart's negotiatio n and com plete the sentences w ith expressions from Saying it accurately 1. J: Of course, (1) the subject of expenses. (2) you cover the travel expenses for all the specialists during their stay. S: Hmm, I'm afraid that (3)........................................................... J: OK, (4).....................................................................split the cost between us instead? S: Well, OK, (5)......................................................we pay 20 per cent and you pay 80 per cent. J: No, sorry (6)................................................................How about we say 50-50 because, as we do most of our work locally, such costs are not built in to our fees. S: Yes, I think (7)................................................. J: Great! Saying it clearly Q si о Listen to the fo llo w in g sentences, noting how the syllable stress changes w hen the w ord form changes. 1 We’ll present our findings to the client. We'll be doing a presentation in the board room. 2 We suggest that we increase the budget. That's a suggestion worth considering. 3 Another possibility might be to hire more staff. Would it be possible to hire more staff? 4 Have you considered the advantages o f temporary staff? I'll certainly take that into consideration. 0 Listen to the sentences again and repeat them. Saying it appropriately 0 W hen n egotiatin g, it is im portant to phrase your proposals politely and respectfully. Com pare the fo llo w in g pairs o f sentences. We recommend that you give us five programmers. Give us five programmers. We suggest the agreem ent is for a period of twelve months. The agreem ent must be for a period of twelve months. We w ant a 10 per cent discount. We propose that you offer us a 10 per cent discount. Speaking Get speaking G 0 54 You are in a m eeting to negotiate a deal w ith a buildin g contractor to renovate yo u r office. If we pay their travelling expenses. pause and respond. Grammar note Note h ow w e use the first conditional to indicate th at w e are close to reaching agreem ent on a point. 4 Right. Rem em ber to include all stages o f the process before reaching an agreem ent. Listen to the audio CD to hear their quotation and then fo llo w the cues. Suggest $160.000.000 including materials. you m ay w a n t to m ake a positive com m ent on a proposal w ith o u t com m itting yo u rse lf fully. then it'll [will] be on the shelves by Monday. If he delivers the product by Friday. 3 Reject his counter-proposal. 1 Ask the contractor to clarify exactly w hat that price will include. Examples from the text: If we agree on a daily rate of €750 per head per day over six months. Point out the advantages of w orking for you because you plan to renovate all your offices around the country next year and so this project could lead to a lot more work for him in the future. Q W rite a d ialo gu e based on a n egotiatio n from yo u r w o rk experience. Listen to these sentences and repeat them.000 including materials. that's a proposal that's worth considering. then they won't [will not] be out of pocket. we're certainly open to the idea. 3 Well. W hen you hear the beep.UNIT 10 | Negotiating agreement О0 Listen to the sentences again and repeat the polite ones. 1 Well. 2 Reject his proposal as it stands and put forw ard a counter-proposal of $150. 52 0 a 53 W hen n ego tiatin g. your company will receive €772. that's something that we should discuss further. The bank won't [will not] have any concerns if we guarantee the loan. 2 We'll certainly bear that in mind. Section 3: Meetings i 43 . refreshments. all expenses paid by the company. Conversation О Janette is h aving a m eeting w ith her team . do you think? F: I'll do them this afternoon. but my mother is in hospital. and Tony . organizing somebody to look after visitors to a company. then ask the most qualified person. Fabian. offer the opportunity to anybody from the team.and we need to work together with SAP experts on this if we want to get the rollout to work properly. 1thought not. especially if it involves entertaining the visitors. Of course. right? 55 Lucy. Pie's arriving on Friday night and is staying here until Wednesday next week.Lucy.. next week one of our biggest customers. of course. I'll call Dieter Grossmann. Lucy? L: Sure. 1don't mind.Assigning action points Who would like to take responsibility fo r this? USEFUL TIPS: • Ask people to agree to action points rather than simply telling them to do something. could you deal with that? Invitations to start with. we need to speak to SAP about running a training program for all the system users. we need to move fast on that. So. such as writing the minutes of a meeting. Looks like it. J: How soon can you finish the complete training program. • Summarize who is responsible for what and when they have agreed to deliver. • For a general action point. and nobody volunteers. 1was going to take him out in London at the weekend. It may be seen as attractive. have they? No. Originally. I'd like to have them out by this evening. so Fabian. you know. So 1need somebody to take him out. Janette: . 1know 1haven't! Well.to discuss the rollout o f a softw are program .g. We all agreed to have it on the twentieth of July but nobody has done anything yet. If necessary. e. we'll need about three months. Who would like to take responsibility for this? T: Oh. now the project kick-off meeting. is coming from Moscow to visit the company. J: So. J: When will the invitations be ready. F: That's OK with me. J: F: Great. if nobody else wants to that is. Dimitri Mischkovic. do you think? L: To train everybody. 1mean. Fabian. Speaking . not until the end of September. ask if they can reprioritize other tasks.. Now. and Tony: Yeah. • If the action point is unattractive. Could you handle that. J: Fine. . I need somebody to write a report on our business activities over the last twelve months. Thanks. Janette. Kumiko? Section 3: Meetings i 45 . it's a bit difficult.UNIT 11 |Assigning action points L: I don't think my boyfriend would like me going around London with somebody else anyway! J: Good. Em ployee Task(s) allocated Finish date/time Tony • Taking care o f Dim tri M ischkovic during This weekend his s ta y Lucy Fabian Saying it accurately Q Read these requests and decide in w hich catego ry th ey belong. F and L: J: T: No. Tony. Tony. I'm not saying I — Would you mind prioritizing this. F: I could look after Mr Mischkovic for you. T: J: No. I suppose so. you know. I mean. item number four on the agenda: we are going to be audited. Well. Jean? 3 Can you send me that by next Monday? 4 Could you take care of that. • asking for volunteers to complete a task: 1 • allocating a task to a particular person: 2 • determ ining a completion time for the task: 3 1 Would anyone like to put themselves forward for this? 2 Can I leave that with you. Can you send me the report by Friday midday? Then you can relax over the weekend with Mr Mischkovic! Understanding M ake notes abo u t the points agreed upon d urin g the m eeting. Not again! So soon? Yes. Is anybody interested in doing that? Tony. I'm afraid. I've got the department meeting to organize and then the budget to do and then Mr Mischkovic. Well. how do you feel about taking responsibility for that? You have the most experience. Company policy. Now. Tony? It's really very important. T: J: Oh. Follow the exam ples. I'll send you the details. ......... When will that be ready......that? 2 Is anyone interested .....5 How soon do you think you can finish that? 6 I'm looking for somebody to look after this........................ do you think? 12 Could you handle that? 13 Will you be able to get that done by tomorrow? 14 W ould you take responsibility for that.......doing this? 3 W ho w ould like to take responsibility..................? 6 Will you d e a l.... doing this? 5 When do you think the report will be re a d y ..................? Fabian: I suppose so................... ( 3 ) ....................... David? 15 Are there any volunteers to do this? fjj Com plete these requests w ith w o rds from the box......... this? 4 How do you f e e l.............................. m oving on..... so.............. ( 1) ? Fabian........... 7 Is anybody interested in doing this? 8 Could you deal with that? 9 W ho w ould like to take responsibility for the minutes? 10 is end February realistic as a deadline? 11 When will that be ready.. Can you I leave that with you.. J: F: Great.... ( 2 ) ....... the intonation goes up and in the Who/How/When questions.. Note that in the Yes/No questions..? W ould first thing Monday m orning be OK? J: Perfect.... Saying it clearly Г \ l| |l 56 Listen to the requests in Saying it accurately 1 and repeat them .............that for me? И Com plete the conversation w ith questions from Saying it accurately 2........ the intonation can go down... thanks..... Janette: OK............................... and we also need to decide who is going to prepare the financial statements that the auditors will need to see............ do you think? 46 Speaking .. Jean? * How do you feel about taking responsibility for that? ^ Remember to stress the key syllables and words.... of by fo r abo u t w ith in 1 Can you take c a r e ....... it is im portant to sound polite. now phrased politely. Dan By the end o f the day 5 O rga n ize the purchase and delivery o f the new IT hardw are. and repeat them. Listen to six sentences from Saying it accurately 2 and decide if the requests are phrased politely or im politely. Jessica By Friday 2 Source sam ples fo r the new com pany logo. Then practise them aloud.UNIT 11 |Assigning action points Saying it appropriately О D 57 W hen m aking a request. Chris By the end o f the month 3 Prepare a quotation fo r a potential new client. record yo u rse lf for review. 1 Can you take care of that? Is anyone interested in doing this? 3 W ho would like to take responsibility for this? 4 How do you feel about doing this? impolitely 5 When do you think the report will be ready by? 6 Will you deal with that for me? impolitely politely politely impolitely politely 2 Ов impolitely impolitely impolitely politely politely politely Listen to the sentences. Ayisha By next Thursday 4 W rite an advertisem ent to go in the paper fo r a new office manager. Task Person Com pletion date/tim e 1 W rite the proposal fo r a new project. M ake notes o f requests you typically m ake to colleagues. 58 Get speaking Q Q You are in a project team m eeting w ith five colleagues. A sk your co lleagues to do the fo llo w in g tasks. Sophie By Novem ber Th in k about yo u r ow n w orkplace. Section 3: Meetings i 47 . If possible. M illw ood and Co. Ah yes. Carlo. for example minimizing the use of difficult idioms. Please always give your name first. Petra? About the software testing? Petra here. Sorry about that. this is Lee Ming here. Carlo. this is Lee M ing here. I'll make sure that we keep the conversation on track and don't lose any time. Urn. Great! So. I'm not sure what you mean by 'closely'. so native speakers should aim to speak clearly. Right.the hardware and the software is now being tested and will be ready — But Petra. OK. Carlo.. Could you repeat that. don't interrupt other speakers. .. Sanjay.. so that we all know who's speaking. just one speaker at a time. Otherwise. Carlo here. О 59 Janette . Thank you all for participating today. • The facilitator should do a summary of all points discussed at the end of the teleconference. and Lee Ming: Yes. Sorry Carlo. Only the facilitator should interrupt another speaker. No problem. USEFUL TIPS: • One person should take the role of the facilitator. Lee Ming here. and non-native speakers should ask if anything is unclear. and Lee M ing. Finally. it can get very confusing. J P С J С P S LM Speaking .. please could you make sure that you speak clearly and just let me know if anything is unclear? OK? Petra. Also. Each speaker should give their name before speaking. let's just check some ground rules for telephone conferences. let's run through the agenda. . Conversation Janette is facilitating a telephone conference from London w ith participants from around the w orld. • As with regular meetings. We're just waiting for Lee Ming and then - System Ping\ Speaker five is entering the conference room. please. and w p think that the advantaaes of outsourcina all activities to Mumbai will be much areater if we are working closely with Singapore. Before we start. Fine.so that's Petra. Good. Petra. Hmm.Running a teleconference Hi. First of all we want to look at. that's not the problem at all! We need to know when! Janette here. • Clarity is essential in a teleconference.. if possible with strict time limits for each item. can you let Petra finish? As 1said at the beginning of the teleconference. Sanjay. there should be a clear agenda.. Lee Ming J Hi. • The facilitator should ask people by name to contribute to specific topics.. it's Janette here. Sanjay. So it'll be ready. The facilitator should lay out the ground rules for the meeting at the start and control the participants. ..and when that's finished........... let's just lay out some ground rules for telephone conferences....... Sanjay and Lee Ming? Yes. the project will be over. [ ] Before we start................... We have another meeting scheduled for........ The next step is for all of us to begin work on speaking with all the key suppliers in Mumbai..to clarify what he m eant by working ‘c losely’ together... That's fine......a s k e d ... let me recap our discussion..... Com plete her notes... I think that's enough for today........ we have a lot of software programmers who could quickly develop the products that your people in Singapore design. well it depends on what the designers are looking for because. it's Karen here... I'm happy. ] Right... that was all very helpful...... A t the s t a r t Ja n e tte laid out ground rules.... ] Thank you all for participating today. And how about you... Understanding A secretary took som e notes fo r the m inutes. So...... . What do you think about that.. don't interrupt other speakers.. Sh e asked speakers to: . in te rru p te d ...UNIT 12 | Running a teleconference S: Sanjay here... 1] ] Firstly.. when she was talking about softw are testing... please could you make sure that you speak clearly? Section 3: Meetings .. So. Sounds good... ] Secondly..... ... Urn. J Janette here...... ] Thirdly...Well... ] Finally....... let's run through the agenda....... Everyone agreed on an action point to s t a r t d is c u s s io n s with A noth er teleconference is booked.......... . Lee Ming? LM J S and LM J P and С J Lee Ming here....... Excellent! Then... Well... I think....... Is that acceptable to you..... Saying it accurately Put these sentences from the b e g in n in g o f a teleconference in the correct order. Petra and Carlo? Any questions? No. just let me know if anything is unclear..... please. please always give your name first... ....... A .. may I ...... you there? Sorry Hans..... finish 1 2 com e interrupt sorry speaker finished there let Excuse me.... can I come in here? * Excuse me.....quite follow you.. Before we start..... deciding w h ether the speaker sounds polite or im polite... Gill. let's just check some ground rules for telephone conferences... but I didn't quite catch that. can I stop y o u .. Could you say it again... 2 and 3 and repeat them. I'm afraid.... 5 Sorry..... . .. 3 Sorry.. Could you..... Sorry.. I don't think Chris has finished yet.. .. Could you repeat what you just said? 3 Sorry.... I don't think Chris h a s ... but up when asking for clarification and repetition... can I ...... С 4 Excuse me.... please could you ...... but I'm not sure... A lex finish? 8 Match the tw o halves o f these questions used to ask fo r clarification and repetition... ^ Fabrice...0 Complete the sentences with words from the box. interrupting politely and dealing with interruptions.... Would you mind repeating it? * Saying it appropriately О 61 50 D Speaking Listen to these fo u r requests.... ^ Sorry.. let Zara Excuse me.. but.. I'm ..at a time..yet. Note how the speaker's intonation goes dow n when introducing a teleconference... . please.. W ould you mind repeating it? D ..I missed that.... O n e ..run that by me one more time? 1 2 Saying it clearly О 60 □ Listen to tw elve sentences from Saying it accurately 1... but I'm not sure what you meant by that....in here? 3 4 6 Sorry Kim...? 7 Fabrice..... please? В . but I don't.w hat you meant by that. to interrupt. 3 4 О0 impolite polite impolite polite polite impolite impolite Please don't cut in on people. 3 Interrupt politely and ask Pierre to repeat w hat he said. Then start the teleconference with an introduction to the meeting: • introduce yourself • welcome the participants • lay out the ground rules • go through the agenda. and lay out the ground rules fo r the teleconference. 2 Interrupt politely and ask Jake to clarify w hat he means and not to use idioms. О0 63 The m eeting is underw ay. make notes on: • how you are going to start the meeting • w ho is at the project team meeting • the purpose of the meeting. this tim e said politely. Please don't interrupt other speakers. 62 Get speaking Q You are the facilitator at a m eeting in Berlin w ith the fo llo w in g participants: Kazum i from Japan Pierre from France Emin from Turkey Jake from the USA Introduce yourself. w elcom e the participants. please. W hen you hear the beep. 2 Begin by saying your name. Section 3: Meetings . 5 Interrupt politely and remind speakers not to talk at the same time. 4 Interrupt politely and ask Emin if he agrees with the suggestion. 1 Interrupt politely and deal with Emin interrupting Pierre. Use the prom pts belo w to interrupt appropriately. Q| Im agine that you are facilitating a teleconference fo r a project team at yo u r w orkplace. Play the audio CD to start. pause and respond. polite Listen to the requests. First.UNIT 12 | Running a teleconference 1 Please always say your name first. and repeat them . USEFUL TIPS: When presenting a product or service.. Moving on to my next point. I’m Steve Dunn and I want to tell you today about Compix's new CRM application for your iPhone. Finally. • Benefit: show how this product or service will improve the user's life.. first of ail.. sales representative fo r Com pix Inc.of course. 2 Main body: tell them. Current credit ratings for example. Then. . I'd be happy to answer them.. Speaking . what are the real benefits for your salespeople? Two words: increased productivity. what are the advantages of the real-time information provided by iCustomer over other CRM systems? Well.without any time lost.. finally.. Conversation О ’*64*' Steve: Steve Dunn. as a salesman I can tell you what we all want is up-to-the-minute information about our customers. Our research shows that salespeople are able to make at least 15 per cent more customer visits per week.. leading to an increased sales volume of up to 30 per cent and that's not all.. Our experts will visit your company and. I'll show you how this can help boost the productivity of your salesforce significantly. Firstly. iCustomer links your salespeople directly with your central customer database so that at any time they can check what exactly the.. Well. With. we are offering a free consultancy service for your business.. 3 Conclusion: tell them what they should do next. good afternoon. is presenting a new Custom er Relationship M anagem ent (CRM ) piece o f so ftw are called iCustomer. any problems with recent orders or maybe a new special offer that headquarters wants. . • Advantage: show how these features make the product or service better than its predecessors or competitors. Thank you for listening.. I'll demonstrate exactly what this software is capable of doing. if you commit to using iCustomer.. This approach can be grouped into a three-step presentation structure: 1 Introduction: summarize what you are going to tell the audience.. it means that for the first time ever your salespeople always have up-to-date details about your customers. an effective way to convince your audience is to follow the FAB approach: • Feature: highlight the features of the product or service you want the audience to focus on. ladies and gentlemen. So.Presenting a product or service I want to tell you today about. In conclusion. the iCustomer.. If anyone has any questions. I'll outline the advantages this has over conventional CRM systems. So. because it has a phone function. В You will produce a better product.. Reorder the extracts from this presentation fo r a new security system so that it fo llo w s the FAB approach. 3 Benefits A You will save money. I do. Understanding Steve fo llo w s the FAB approach outlined in Useful tips. A С iCustomer provides a link between salespeople and suppliers. the Top-spy A nti-virus System 4 (TAS 4). By installing TAS 4. В It's cheap and easy to install. We don't provide training ourselves. but our sister company is responsible for that and I'm sure we could discuss ways that we could incorporate that into the package. Listen again w ith o u t reading and tick the features. С It's more user-friendly than any other system. В iCustomer provides a link between salespeople and customers' data. Do you provide software training for users as part of the package? I'm pleased that you asked that question. you will save time and money by protecting your computers against viruses. 2 A d va n ta ges A Your salespeople always have current inform ation about customers.. ^ l1 1 Features iCustomer allows your customers to place orders directly with the company. Saying it accurately Q Steve go es on to present another n ew product. advantages. 2 It's well worth upgrading to TAS 4 because of its low RAM or memory usage compared to previous versions. Consumer surveys have also shown it to be more reliable than other systems currently available. С Your salesforce will be able to sell more products. 1 Section 4: Presentations and conferences .UNIT 13 | Presenting a product or service [ustomer: Steve: Yes. 3 TAS 4 is a comprehensive Internet security system including a firewall and antispyware. and benefits of iCustom er that he m entions. .................... 1 2 I w ant to tell you today about............. Thank you for your time........ outline the advantages compared to other packages available ......... And finally.......... В Let's look now at. ..... Next.. ...? First of all... Pause w h en you need to. I'd be happy to answer them............ Saying it clearly Оn Listen to an extract o f Steve's presentation in Saying it accurately 1......Because it is much more straightforw ard than having a number of different providers for each service. a new communications package we're offering to our loyal customers..... I'll.......... Firstly.. advantages. 5 In conclusion................. .... 3 Moving onto my next point........ Repeat the sentences.Match Steve's phrases or sentences on the left w ith those on the right th at serve the sam e purpose.............. such as product name and features. ...... using the sam e em phasis on key w ords.. I'll... Now over to you................ Q 54 Speaking Listen to Steve again. Note how Steve's intonation is varied...... G W hy is this important? 7 В A F That's a good question.... С My talk today is about... 4 W hat are the advantages of........ demonstrate how it w orks... I'll dem onstrate................. Then.......................... I'm pleased you asked that question..................... .w hich means that you can combine all your business communications in one single package. Because........ I'll outline... which makes the presentation interesting to listen to... I'll show you................ TAS 4 is a com prehensive Internet security system including a firewall and antispyware......... Lastly. Com plete Steve's presentation u sing phrases from Saying it accurately 2. He also emphasizes important words........Telesmart....... 6 If anyone has any questions......... Telesmart is a convenient way of saving you money.............. D Please feel free to ask questions............................... E To sum up. I'll................. how much money this can save you every year...show you how it can benefit your business.and s o ..... and benefits................... Product Features A d van tages Benefits iCustomer It provides a link between salespeople and customers' data. Listen again to the presentation and repeat it. 4 She sounds passionate when talking about her product.UNIT 13 | Presenting a product or service Saying it appropriately О и The w a y you deliver your presentation is alm ost as im portant as w h at you say. • consumer survey showed it to be more reliable than other systems available. Increased productivity: salespeople can make 15 per cent more customer visits per week and 30 per cent more sales. and benefits o f a product or service from your line o f w ork. Your salespeople always have up-todate inform ation about customers. 2 She sounds nervous and uncomfortable. Listen to sentences from the presentation in Saying it accurately 3. Product/service Features A d va n tages Benefits Section 4: Presentations and conferences i 55 . • low RAM compared to previous versions. Com plete this table w ith the features. 5 The presentation is slow and boring. Tick the statem ents th at are true about the speaker's style o f delivery. advan tages. record yourself for review. Include phrases from the unit. 7 The presentation is rushed and hard to follow. If possible. using the notes below. If possible. record it fo r review. 3 She sounds bored when talking about her product. Get speaking □ В Steve had to pull o ut o f the presentation at the last m inute and he gave you his notes abo u t iCustom er and TAS 4. 6 The presentation is well-paced and easy to follow. Then deliver your presentation. TAS 4 A comprehensive Internet security system including firew all and antispyware. You will save time and money by protecting computers from viruses. 1 The presenter sounds confident and self-assured. Deliver his presentation o f the tw o products. Com pare your presentation to Steve's. but that's expensive. 1suppose 1would. trade fairs or articles about the history of particular stamps. • Find out what their customers want. mostly male. Colin? С I'm a specialist publisher. A: Ah. 1publish books about stamp collecting. So you think that a free newsletter would help my business? Speaking .. A Of course.. A Reallv? Who are vour customers? С Well. С Ah. Children. A OK. teenagers.but that's really very interesting. a software development company. She is on the stand at a computer industry trade fair in Los Angeles. A What field of business are you in. I'm afraid. And what are your customers looking for? С Well. Particularly prices. I'm Amanda.. Normal bookshops won't take them. C: ... Hi there. A Well. Conversation О 67 Amanda Colin Amanda is a salesperson for Compix Inc. adults.. • Find out what business the visitor is in and who their customers are. A 1see. there are lots of stamp collectors. 24/7? C: Using the Internet. but what would you think about a tool that does that for you? A tool that lets you just upload the documents that you want into a template? And one that also saves information about customers so you can. 1don't really know much about computer software and hardware. would you be interested in something to help you reach a worldwide audience. I'm Colin. Can 1help you? What? Oh me? 1was just looking at some of these brochures..Working on a stand Would you be interested in fin ding out more about this? USEFUL TIPS: When working on a stand. but they're all over the world. But 1don't know anything about programming. It's very hard to reach them so it's difficult to sell my company's books. of course. information and books about stamps. Well. but what are the challenges you face in reaching them? С Well. • Find out what would make the visitor's life easier and suggest ways to help them achieve that goal. people who have retired. different types of people.. ask questions rather than simply presenting products. So 1put advertisements in stamp magazines. This will give the stand visitor the feeling that the focus is on their interests and needs. ..... well yes......... D Mostly large companies............................................................................... 6 0 W hat / issues/face in your line of work? ............. we have one that we send to our customers every quarter with information about new developments in the industry. Colin Name: Field of business: Customers: Customers looking for: Challenges: I Add to mailing list? Yes/No To do: Saying it accurately Q Using the prompts... Complete her notes with the missing information.....UNIT 14 |W orking on a stand A: Definitely...... Understanding Amanda made some notes follow ing her conversation with her potential customer.. C: That sounds great......... 4 W hat / your customers / w ant? ......................... F We supply food and drink to conference venues around the country........ A Com petition and rising food prices are our main challenges. 1 W hat / line of w ork / in? ................ of course............................ Match the questions in Saying it accurately 1 to the follow ing answers............ It would help if we could set up a better way of com m unicating with our customers so that we can make sure that they are satisfied and use their feedback to improve our performance........... Section 4: Presentations and conferences .......................... I'm afraid I can't give you one today........................ 5 W h a t/h e lp you / help your customers? ....... can I add you to our mailing list? C: Hmmm....... But I can send you one...... A: Great! Can you give me your card? Then I have all your details and I'll make sure that you are kept up to date on what we're doing................................ That way I don't have to carry it around with me all day..... At Compix........ That's better.......... make questions to find out more about a potential customer.......... Can I take one of these demo software packages? A: Unfortunately..................................... 2 W hat / involve / exactly? . Colin..... In fact... В С I own a small catering business...... I'm so sorry about that.. 3 W hat sort / customers / have? ...... E They w ant us to supply a high quality product for a fair price............. C: OK............ Jon: We find it hard to get our message out to new clients w ithout spending lots of money on advertising. Kay: W hat challenges do you face in your line of work? Kay: And w hat do your customers w ant from you? Jon: Hello Kay. Saying it clearly Q Listen to the questions from Saying it accurately 1 and 3. Jon: Mainly small businesses or private purchasers. Jon: They are looking for a professional service that is delivered promptly and is good value for money. Jon: That sounds like a good idea. Kay: Well. And can I add you to our m ailing list? Jon: Well. Examples from the text: Can I help you with anything in particular? What field of business are you in? Would you like me to show you a tool that does that for you? 58 Speaking . Number the sections of the conversation in the right order. I carry out valuations and building surveys on properties for clients. _________________ ___________ ___________ _____ _____ _______ Grammar note When form ing questions. 1-15. w ould you be interested in hearing more about our website design service to publicize w hat you do? Kay: Hello Jon. Kay: Here's some more inform ation on that then.Kay works in marketing and is having a meeting with a potential customer. Remember how the questions that have a Yes/No answer go up and questions that start with wh. First of all. nice to meet you. w hat line of w ork are you in? Kay: And w hat does that involve exactly? Jon: I'm a surveyor. I think it would be useful to keep up-to-date with any new m arketing ideas. Kay: W hat sort of customers do you have? Jon: Yes.words can go down. (j^j) Q j Listen to the conversation to check your answers. I'm Jon. I would. Jon. invert the subject and the auxiliary verb. What sort o f customers do you have? * Would you like me to show you our new product? * j|^j| 0 69 Listen again to the questions from Saying it accurately 1 and 3 and repeat them. .... I'll ask a colleague. speaker 1 A pushy and aggressive speaker 2 speaker 3 В assertive and excited about their product С shy and bored Which speaker is likely to generate the most interest in the product and w hy? Listen again to this speaker and repeat w hat is said. 3 Ask him w ho his customers are. Section 4: Presentations and conferences I 59 ....... I'm afraid I can't give you one.... 2 Unfortunately.. it is important to use the right phrase and to sound apologetic... Sometimes on a stand. 6 Ask him if he would be interested in hearing about a new video link teleconferencing system that would allow him to have meetings with customers around the world. 1 Ask him if you can help. You start with the first question. you cannot do w hat a customer w ould like.. 3 I'm I can't help on you on this..... Make sure you really do sound apologetic....... I forgot to bring my business cards.. When you apologize.. Listen to these apologies and write in the missing words.. Start a conversation with a potential customer... Listen to the apologies on the audio CD and repeat them. 4 Ask him w hat his customers want. C: Can I take one o f these demo software packages? A: Unfortunately.... Play the audio CD and follow the cues. OB 71 1 I'm . 2 Ask him w hat line of w ork he is in.. 5 Ask him w hat challenges he faces. sorry but I haven't got any brochures left.UNIT 14 |W orking on a stand Saying it appropriately O O to OB Q Listen to three people on a stand w ho are trying to generate interest in a new product... I d o ..... Match the speakers to the descriptions. I'm sorry about that. Get speaking 72 You w ork for a technology company on a stand at a trade fair..... It can also tell you where you can buy it cheaper! And it only costs $49. It can also tell you where you can buy it cheaper! And it only costs $49. how many can I put you down for? C: Urn. so with our PriceChex product scanner.99! C: That could be very useful for my team.. if the customer has any questions or objections. or that the price will soon rise. a hand-held product scanner.. . • Emotional close: point out to the customer the advantages of having the product or the disadvantages of not having it and appeal to their emotions. Speaking .But that's not all.. But I should tell you. It can also tell you where you can buy it cheaper! And it only costs $49..really does the job.Closing a sale We only have this offer fo r a short time. it is still possible for the salesperson to respond.. USEFUL TIPS: When closing a sale. frame the sales pitch as an open question so that. 3 A: . I see.99! Wow! That is so cool! But I want to have a look around at the other stands first and then — A: Sure.99! C: Really? My brother is always driving me crazy telling me how I paid too much for something.. • Urgent close: tell the customer that the product is only available for a short time due to scarcity. But that's not all.software performs an automatic Internet search and tells you if the price in the shop is fair.. be quiet and let the customer decide! These are three possible styles for closing a sale: • Hard close: assume that the customer wants to buy the product/service and ask for quantities or delivery dates. C: Ah. we only have ten of these items here at the trade fair. But that's not all. S: Definitely. Once the request has been made. I'm not quite sure.. 1 Amanda: Customer: . you just scan the price tag of any product in a shop and it does an automatic Internet search and tells you if the price in the shop is fair. So. I understand. Conversations Amanda and Steve from Compix Inc are talking to four different customers at a computer industry trade fair in Los Angeles about a new gadget from their company. I think I'll take two for now and try them out with.. urn. Well. And how much did you say it cost? 2 Steve: . ... Only I wouldn't want you to be disappointed............ What will you feel like when you can scan something he's bought and then tell him he could have got it 50 per cent cheaper somewhere else? C: That would be awesome! OK.......... c o n v e rsa tio n 3 : .............. could I reserve one and come back in a few minutes? Understanding Which style of close ....... Just think.... or urgent .......... Saying it accurately D Unscramble these words to make sentences that you could use when closing a deal.... I'll come back tomorrow........ 1 it's / d o / in sta lle d / yo u / H o w / t h in k / lo o k / w ill / it / w h e n ? 2 put / many / you / can / for / down / How / 1 ? 3 available / today / at / only / It's / this / price 4 start / Shall / p a p e rw o rk /w e /th e ? 5 offer / tim e / for / have / only / this / short / a / We 6 six / stock / only / this / left / in / item / We've / got / of 7 see / W hat / people / it / say / will / when / they 8 in / you / it's / W hat / feel / when / will / like / place ? 9 sta rt/y o u /W h e n / lik e / w o u ld / to ? Section 4: Presentations and conferences ..............It can also tell you where you can buy it cheaper! And it only costs $49.... I'll take two and I'll give him one for his birthday...... c o n v e rsa tio n 4 : ............UNIT 15 |Closing a sale A: Sounds like my mother-in-law........ c o n v e rsa tio n 2 : .................................... emotional...................... I need to think about it..........................hard... 4 S: ...........................99! C: I see........... S: No problem.....................is being used by the seller in each conversation? c o n v e rsa tio n 1 : ..... C: Oh dear! Well...... The PriceChex is only available at this price today! It's a special promotion for the trade fair ODenina....................... ... 0 What mistakes do these sellers make? What should they have said instead......... using the same tone.......... business-like tone of voice to make a hard close................... 1 Seller: It's a great opportunity............. yes or no? Customer: No. using the same stress and intonation............. Note how the speaker uses a determined.......... Hard close: How many can I put you down for? Emotional close: What will you feel like when you can see it in place? Urgent close: It's only available at this price today.......... to stand a better chance of closing the deal? See Useful tips for hints.. 0 Listen again to the sentences in Saying it clearly 1 and repeat them......... Note how the urgency can be detected in the speaker's tone of voice when they are m aking an urgent close. Seller should have s a id :......0 Look again at the sentences from Saying it accurately 1 and decide in which category they belong......... Follow the example......... Note how the speaker sounds friendly when empathizing with the listener during an emotional close...................... a hard close: an emotional close: 1 an urgent close: Saying it clearly Q Listen to these three sentences and read the follow ing notes............ 0 Listen again to the sentences from Saying it accurately 1 and repeat them.... or do you w ant to think about it? .. Do you w ant it........... Saying it appropriately (j^ 0 Listen to the follow ing sentences from Saying it accurately 1. Seller's m istak e :................... Note also how the speakers stress the emotional and urgent words in their sentences to reinforce their style of close............ 2 Seller: 62 Speaking Would you like to take the offer now.............. ............. In fact.......... urgent 6 Gym membership for employees Corporate membership will cost only £30 per month and will be very popular with employees........ otherwise you'll have to wait three months for next shipment............. 3 Seller: How many can I put you down for? It really is a great opportunity... A 24-hour call-out feature is included in basic package at no additional cost..............................000 per unit when you order more than twenty vehicles..000 will cover the supply of handmade Swedish desks and chairs throughout the office..........UNIT 15 |Closing a sale Customer: I'll have a think about it and get back to you..... hard 5 Cars for employees The price is $5..... Only fifty vehicles are left....... emotional Section 4: Presentations and conferences i 63 ... The 24-hour call-out feature is included in the basic package at no additional cost............ We have a special offer on this........ Get speaking Practise closing sales using the strategies outlined below. Seller's m ista k e :............000 will cover the entire job................ Follow the example........................................... which means that there m ight not be much stock left......................................99 per head for a full buffet................... emotional 4 Audit of company accounts $10........ Seller should have s a id :............ I'm late for my next appointm ent.............. I can't remember when we offered a better price on this.. Seller's m ista k e :... I'll get back to you..... Example: 1........................................................ And we've been inundated with requests.... urgent 2 Catering for company conference The price is £8....... Very high level of demand........ hard 3 New office furniture €10........... Seller should have s a id :.... And not one that comes along very often................. And so it w ould be good if you could Customer: Sorry.. Product/service Price/features Closing style 1 IT support service There is a special offer for limited time only.......... But we only have this offer for a short time.. I'm sorry. It can also tell you where you can buy a product cheaper! And it only costs $49. I have an appointment in ten minutes. S: C l: S: С 1: I see. and very with the word sorry. A: Speaking Well. I don't really have the time right now.. what if I gave you one to take away for yourself and then if you like it you can keep that one but order ten more for your team. Amanda: . shall we go for that meeting? I was beginning to think that. however. But you really need to see the way this program can slice and dice any information that— Thanks. so. quite possible to say no without causing offence by adopting these strategies: • Include an apology and. • Suggest that saying no is not your personal wish but is imposed by outside circumstances. there you are. but that's not possible. But that's not all.99! Customer 1: That could be useful for my team. regulations or another appointment.an automatic Internet search and tells you if the price in the shop is fair. Conversations О A m anda and Steve from Com pix Inc are ta lkin g to d ifferen t custom ers at a computer industry trade fair in Los A n geles. which specializes in comparing different products.. Ah. I work for a computer magazine. but I have to say no. for example..Saying 'no' politely Thanks. It is. Although it is a nice piece of software. You only need to pay $125! . would you like to make an order straight away? I'd rather not. if possible. Terry.. • Use emphasizers such as really. that's perfect! And as a journalist we can give you a special discount price if you order three licences. But let me just show you a couple of extra features that are so cool! No. Company policy doesn't allow me to make that kind of deal. but I have to say ‘no USEFUL TIPS: Saying 'no' is difficult for many people. It can also tell you where you can buy a product cheaper! And it only costs $49. a brief explanation. But that's not all..an automatic Internet search and tells you if the price in the shop is fair. S: С1 Definitely. С 1: I'm really sorry.. 76 1 Steve: . S: Exactly! Now. So. that is interesting.99! Customer 2: 'Well. thank you. ............ but I have to say ...... but I have your card so I could give you a ring next week. Saying it accurately Q Complete the sentences with words from the box. right now.............. I understand....... But maybe if you wrote a friendly article about us.... Complete the conversation using sentences or phrases from Saying it accurately 1...... Now I have to ............... I'm . that's just not possible. thank you............ 3 4 I'm really sorry. A: I see... if you like............... 7 I'm afraid I don't really have t h e .... 5 I ' d ......... Sorry.......... But would it be possible for me to visit your company later this month and maybe I could do a presentation for you and your colleagues? C2: Well.. thanks... I'd lose my job! We have to keep our independence from the computer industry... but n o .. I'm a freelance journalist so I really don't need three licences...... . but that's not go ing t o ................. 6 Thanks...................... Note that in some places................. I'm a fr a id ......... 0 Drewery is trying to sell Jess some office equipment. I must go now.... you could have one licence for nothing........ not............. I'll g e t .. but that's out of the question........... 9 Thanks. I'll get back to you on that one.. but that's out of t h e . D: I could look at knocking down the unit price if you put in a large order? Section 4: Presentations and conferences i 65 . Shall we sit down and discuss figures? Jess: (1)........ Understanding Look again at the strategies outlined in Useful tips... rather no back sorry possible not time thanks w ork question 1 No.... Which strategies do the customers employ when saying no politely? Underline the relevant parts in the conversations and note the strategies used in the margin...... more than one answer is possible. 2 Unfortunately that's just n o t ........ to you on that one... 8 Thanks.UNIT 16 |Saying 'no' politely C2: A: C2: Unfortunately.. 10 Sorry........ Drewery: And so you can see w hat a great offer it is..... .... Sorry.... And.......... shall I put you down for 100 units? A Jean: No. the sounds are linked..... I w on't keep you aminute........ but I have to say no............. but I have to say no....... I'm afraid I don't really have time............ perhaps you could just order a few samples? D: J: (3)......... Listen to the three sentences again and repeat them ........ if you order just five.. 2 John: Are you sure? This offer is only valid until the end of the day? A Jean: I'm afraid I can't make any orders w ithout my boss's authorization.. Goodbye..... J: Saying it clearly О D 77 в О в Listen to d ifferent w a ys o f sayin g no from Saying it accurately 1. noting h ow the sounds betw een w o rds are connected...J: (2).. Note how the speakers use a firm tone and how their voices go down to indicate their rejection of the proposal. W hen one w ord ends w ith a con so n ant and the next starts w ith a vo w el. These monitors really are state of the art.. I don't w ant them. I'll throw in an extra free.......... I tell you what.. 1 John: So.... because I'm meeting a colleague at 1 p.... В Jean: Thanks...... В Jean: No................. I'll give you a ring if we decide to proceed............... Listen to these sentences. 66 Speaking ... Listen again to the w a ys o f sayin g no from Saying it accurately 1 and repeat them... because my m anager has to place large orders..... Well then. Choose the m ost appropriate response in each case. Just have another quick look..... but that's out o f the question......m......... Thanks... D: (4). Saying it appropriately Q Jean is tryin g to say no to John politely.. in some countries people rarely say no. In contrast. Elsewhere in the world though.UNIT 16 | Saying 'no' politely 3 John: A Jean: В Jean: I'm really sorry. pause and respond. 4 John: A Jean: В Jean: О 0 79 W hen sa yin g no politely. 1 Say no politely and explain that you don't have the budget to purchase additional software this year. W hen you hear the beep. sincere insincere insincere speaker 3 sincere sincere speaker 4 speaker 5 sincere sincere insincere insincere speaker 1 speaker 2 О 80 0 insincere Listen to the sentences. 2 Say no politely and explain that you can't change company budgeting policy. for example in Northern Europe where people tend to be direct. but that's not going to work. sayin g say no politely to all her sugge stio n s. and repeat them . a 'maybe' constitutes a real possibility of a 'yes'. this tim e said in an appropriate tone. you need to sound sincere. О В You are speakin g to another sales representative. Cultural note Saying no comes more easily to business people in some cultures than in others. Play the audio 81 CD to start. this directness may sound rude. W hen you hear the beep. always try to be clear about your intentions. Play the aud io CD 82 to start. 3 Say no strongly but politely and say goodbye. pause and respond suitably. This can lead to a breakdown in communications between business partners and waste a lot of time unnecessarily. but remain polite at all times. To some ears though. Get speaking Q о You are sp e akin g to a sales representative at a trade fair. Try to use all three strategies outlined in Useful tips. So. Listen to the fo llo w in g speakers and decide w h o is using an appropriate tone. so a 'maybe' is commonly interpreted as a no. Section 4: Presentations and conferences i 67 . Fine.. S3 Chris H: . CH: .. Georgina H: Hello. Mansha K: Hi. These questions are potentially discriminatory. But coming back to you. So Mr Khan. the sales position that you are offering would give me opportunities to work internationally.and the Kuching metro project was very successful. would you say? . we managed to increase sales by about 22 per cent. what do you know about our company? MK: A lot! You're involved in big overseas infrastructure projects in South-East Asia. is head of the sales department. what do you feel has been your biggest achievement to date? MK: Well. do you think? MK: I've been very successful so far in sales and I think that I can offer a good service to your customers. there are four main areas to ask about: • work history • personality • suitability for the company and the specific job • goals and ambitions. for example. age.The successful job interviewer W hat makes you suitable fo r this job. which is where we currently have a position free. But what makes you suitable for this job... what are your weaknesses..but of course learning is a never-ending process for anybody in business. I can understand why. So. Conversation О M ansha Khan is atten ding an interview fo r a sales position. Mr Khan. My manager was very pleased! CH: Hmm. GH: I see. Georgina Harris. CH. I'm responsible for all human resources issues here at Bergerbild and my colleague here. marital status.. and among other things you are currently bidding for. or sexual preferences. nice to meet you. CH: Interesting point. What is good customer service. At the moment I'm just based in Seattle. I introduced a new process for prioritizing customer visiting schedules for our department and in six months... Speaking .. why would you like to leave your current job? MK: Well. GH: Very true. . Now. in your view? MK: Definitely the most important skill is the ability to listen to what.and so your online r6sume was very interesting and that's why we asked you to come for an interview. Note that it is not appropriate to ask the candidate questions about race. nice to meet you too. do you think? USEFUL TIPS: When interviewing for a job. challenges yourself rew arding independently see situation hire greatest current right 1 W hy should I . CH: Right... You know.. w ould you say? • W hat are your goals for the next five years? • What do you feel has been your biggest achievement to date? • W hy w ould you like to leave your current job? • W hat do you know about our company? • W hat makes you suitable for this job. you for this job? 2 Do you prefer to w o r k ..... aren't you? MK: I'm 26... GH: OK. I mean? MK: Well. GH: Well. I'm sure that a mixture of.... Now... I prefer to be out there. do you think? • W hat is good customer service. But of course. I'm trying to improve....... W rite them a lo ngside the co rresponding questions from the interview ... • w ork history • personality • suitability for company and role • goals and ambitions To fin d out about the candidate's: Q uestions from d ialo gu e • W hat are your weaknesses. in your view? Q The interview ers say one potentially inappropriate th in g... Hmm........ but I guess you don't mean that.UNIT 17 |The successful job interviewer MK: Well. I see myself in a management position when I have more experience and can share that experience with other salespeople. what are your goals for the next five years? MK: I hope that I can also take on responsibility for organizing other salespeople in the future. W hat is it? Saying it accurately Q Com plete the sentences w ith a w ord from the box. I know it has to be done. Understanding И Look again at the fo u r in terview areas outlined in Useful tips..or as part of a team? Section 5: Interviews i 69 .. my mom criticizes my untidiness around the house.. you are quite young. going on to the next customer.. Now... I suppose I'm not very good at making sure all the paperwork involved in sales is completed quickly...... what are your salary expectations? For this sales position.. ........................ but I'd really like the opportunities that are offered by w orking for a large company........... strengths and weaknesses? 6 W hat has been m o st............. Now...for this job? Com plete the conversation w ith questions from Understanding 1 and Saying it accurately 1........3 Tell me a bit a b o u t ......................... have you faced in your current role? How have you handled them? 8 What's y o u r .. Listen to the conversation from Saying it accurately 2 to check your answ ers..................... But..... more than one answ er m ay be correct.................where you worked well under pressure 5 W hat are y o u r ........................... And ( 4 ) . M: Right............. ? Y: I'd like to be w orking as a senior advertising executive with a number of great cam paigns under my belt........................ In places. on the downside........... the chance to pitch to big clients...............................? Y: Quite a bit..... .. .................................... ................ I'm also a bit of a perfectionist......... so I find it hard to let go of a project sometimes....... It was great to get some acknow ledgem ent for all our hard work........................ (3 ) ? Y: Hmm.................. for example. M: ( 2 ) .. interesting question................. I've enjoyed w orking for a small company and learned a lot............ so ( 6 ) ... M: That's right................ I think I'd be a good fit for the company. ? Yiannis: Well.......... ? Y: That w ould have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year..................... I think that I'd be suitable for the position because I've had lots of relevant experience in my previous roles................ 4 Tell me about a ................. ( 5 ) ................... Also.... salary? 9 Where do y o u ........ yourself in five years? 10 W hy do you think that y o u 're ......... But I'm w orking on that! M: OK.................... about your current job? 7 W hat m a jo r...... ? Y: Well... as you can see from my portfolio............................. Mary: ( 1 ) ..................................... I'm very hard-w orking and incredibly creative.............. M: Uh-huh......... Well........ more than one answ er m ay be correct................. tell me a bit about yourself................. I know that it's the second largest advertising company in the country and that you employ over 500 staff... Rem em ber that in places..... Saying it appropriately Q It is very im portant th at you only ask questions that are appropriate and professional. co p yin g the speaker's interested and enthusiastic tone. 4 Respond in an encouraging manner and ask him about hisreasons for leaving his current role. 1 Tell me about your typical w orking day. notin g h ow the underlined syllables are stressed. You start. 2 Respond in an encouraging manner and then ask about his strengths and weaknesses. 1 Welcome the candidate and ask him about his suitability for this position.UNIT 17 |The successful job interviewer Saying it clearly О и as Listen to these questions. Tick the questions that w ould be appropriate in an interview. Get speaking О 87 You are in terview in g som eone for the position o f assistant. 6 Respond in an encouraging manner and end the interview. 3 Respond in an encouraging manner and ask him to give you an example of when he m ultitasked in his current job. What are your greatest strengths and weaknesses? 2 Why would you like to leave your current jo b ? 3 Why do you think that you're right for this jo b ? 4 What are your goals for the next five years? 1 0 Listen again to the questions in Saying it clearly 1 and repeat them. 5 Respond in an encouraging manner and ask him about his goals and ambitions for the next five years. W ould you consider em p lo yin g this person fo r the job? W hy/W hy not? Section 5: Interviews i 71 . Play the audio CD and fo llo w the cues. 2 What's your star sign? 3 Do you go to church? 4 W hat is your greatest weakness? 5 Are you single? О 86 0 6 Are you older than 40? 7 How would your friends describe you? 8 Are you a Hindu? 9 Do you come from China originally? 10 What's your greatest achievement to date? Listen to the seven in terview questions from Understanding 1 and repeat them . That could be interesting for the development of our Internet presence in Europe. Well. . K: C1: K: C1: Hmm. In my current job I was part of a team that did a redesign of the company website and I learned a lot. К: I see.The successful interview candidate So. • Be sure about the details on your rdsume. not at all. • Research the background of the company or organization. C2: Yes.. Interviews '•gg'1 Karl Everett from Bergerbild is in terview in g people fo r d ifferen t positions in the European sales team. What software can you work with? Well. K: So. definitely. Avoid very short answers. which is the classic web design tool of course. and be prepared to talk about your achievements and experience in depth. K: C2: Is your previous experience suitable for this position? Hmm. Answer them with relevant information. do you think you can make a useful contribution to this company? Candidate 2: Oh. Karl: I see from your resume that you have web design experience as well as in sales. tell me about yourself. it's something I really enjoy doing. yes. Our website is very US-oriented at the moment.. Candidate 1: Yes. K: Speaking Right. but I've also got experience of using. Yes. Yes. that's right. K: C2: K: And you don't think it would be difficult moving into a management position? No. Really? C2: No. I can use Dreamweaver. • Listen carefully to the questions you are asked. USEFUL TIPS: • Answer questions fully. I don't think so. I think my greatest strength is that I never give up. perhaps you could tell me. Yes. K: So.. I think. there we were in the final round and the other team came from Cambridge — K: C5: K: C5: Sorry. K: C4: K: C4: True. it is an excellent reference project for us. I need to improve my team player skills. yes. And we only just missed out on the top prize. In my experience. I know you have been very active in India over the last five years with the Mumbai City Transit Sradate 3: System. Weil. K: Now.. in your opinion? date 4: Hmm. I took part in this quiz competition a few years ago when I was at university. We had a lot of trouble with subcontractors. quite a difficult project. I was the head of the team and we got to the final of the national tournament. yes.. And I'm working on it. So. Right. And what about weaknesses? Well. teamwork is very important. There we were. Yes. in my current job we have a team which takes part in quiz competitions in pubs and last year we got to the finals. So you must have been pleased with the final result. what do you know about this company? Well. I'm just telling you what I think is my greatest weakness. in order to win a customer you just have to really go on and on looking for a way to give them what they want and then you get the sale. could you tell me. I understand it was very challenging. here at Bergerbild. that's an interesting question. what has been your biggest achievement to date? Sdate 5: Oh well. of course. What was it now? A two billion-dollar contract to provide not only the trains but also all the electronic equipment for the system. I meant what was your biggest achievement at work? Oh. So. But in the end the project was completed on time and within budget. well. Well. K: K: C3: Yes. Urn. K: That's true and. sorry. Like many salespeople I don't like sharing customer information with other salespeople. Candidate W ould you hire this candidate? W hy/W hy not? 1 2 3 4 5 Section 5: Interviews i 73 . I meant more in the way of — and we both had eighteen points each and the question came up 'What are the main tributaries of the Volga?' Now I knew that. Understanding A n sw er these questions about the five candidates.UNIT 18 |The successful interview candidate Perhaps you could tell me. I realize it's necessary to share information. what are your greatest strengths and weaknesses. but it isn't easy for me to put this into practice. I agree. but sometimes it makes the customer angry when he or she gets a visit from two different salespeople with different products from the same company. facing a team from a pub in Cambridge when. Instead. Explain how the target position relates to your own experience. Make sure that your answer implies that you envisage that you will still be w orking for the target company five years from now. relevant to your work. Don't give your life story. Answer with care. then you are clearly lying. Simply give relevant facts relating to your education and w ork experience. Make sure that you choose a strength that is relevant to a w ork situation. So. could you tell me about yourself? Why do you want this job? How w ould your colleagues describe you? How do you cope with w orking under pressure? W hat is your greatest strength? What's your greatest weakness? Are you a team player? Where do you see yourself in five years' time? 0 Tick the w o rds you m igh t use to describe yo u r strengths d urin g an interview . Answer to show that you are am bitious but not overly ambitious. personality. Emphasize the positive aspects of your character that m ight emerge in a pressurized situation. Answer by em phasizing the positive aspects of your character that other people may have noticed. and goals. conscientious creative dependable methodical determined motivated diplom atic practical reliable enthusiastic experienced fair 74 Speaking Always answer this question with a 'yes' and back it up with examples of times where you have demonstrated your ability to w ork as part of a team. logical loyal resourceful trustworthy . If you say you have no weaknesses.Saying it accurately D Match the interview questions with the appropriate strategies to answer them. which you are trying to improve. don't choose anything too serious that will make the interviewer lose interest in you. But. mention a small weakness. Record yourself for review. 90 question 1 question 2 question 3 question 4 question 5 question 6 question 7 question 8 candidate 1 candidate 1 candidate 1 candidate 2 candidate 2 candidate 2 candidate 1 candidate 2 candidate 1 candidate 1 candidate 2 candidate 2 candidate 1 candidate 2 candidate 1 candidate 2 Get speaking G D 0 Think of your ow n line of w ork and the kind of interview you m ight attend. Listen to the adjectives from Saying it accurately 2. pause and respond suitably. Play the audio CD to start.UNIT 18 |The successful interview candidate Saying it clearly О89 n stress. Saying it appropriately О Listen to the audio CD. Section 5: Interviews 75 . W hen you hear the beep. conservative dress is the safest option. Always dress appropriately. Cultural note There are non-verbal ways of making a good impression in an interview. Write another five questions you m ight be asked at an interview. In most lines of business. Underline the syllable follo w in g the exam ple. Greet your interviewers with a smile and a firm handshake (where appropriate) and. Remember to use appropriate body language. Decide in each case which candidate gives the most appropriate response to the question. 0 Listen again to the adjectives from Saying it accurately 2 and repeat them. if you're being interviewed by a panel of people. if possible. Then practise answ ering them. try to make eye contact with all of them as you answer the questions. . • find out the employee's opinion of their performance. So. E: Hmm. Relevant.. E: I'm not quite sure what you mean. I would like you to establish a job rotation scheme. that's true. We still seem to have the same problems that we had last year. I'm captain of the company's basketball team as well! Of course not! Especially after you won the Intercompany Cup in April. C: Production still complains about lack of advance information from us. You supervise the sales staff for the whole south-eastern region. evaluate how well they perform. C: Quite right. Edw ard W ard. both departments will get a better idea of what needs to be done. The line manager should: • discuss the scope of the job. is g iv in g one o f her team leaders. you'll have to train them. we have to work together. E: Well. and Timed . they are just so inflexible. I think that's covered pretty much everything. Attainable. However. Caterina: So.objectives for the coming year. C: Good. Would you like to add anything else? E: No. and then present their own assessment supported by evidence.19 Carrying out performance reviews How do you f e e l about your performance this year? USEFUL TIPS: The purpose of the performance review is for the line manager to review what the employee does. С: I quite agree. but they won't know any of our customers! C: Well. first of all. a senior m anager at Chesham Pharm aceuticals. Conversation O Caterina Black. I hit all my sales targets we set in last year's review. well that is my main responsibility. I'd like to check if we're on the same page regarding your responsibilities. That way. for example the job description. working together with the production department is very important and I've observed that the cooperation between marketing and production hasn't really improved. I expect you to organize this by the end of the month. quite good. C: Yes. So. and you coordinate the cooperation between the production team and marketing. his annual perform ance review. how do you feel about your performance this year? E: Well. the employee's responsibilities. Speaking . E: Oh. and discuss objectives for the next year. and any changes to them. • set SMART .Specific. But the bottom line is. Have I missed anything? Edward: C: Don't forget. Measurable. My impression is that you enjoy that part of your work most. I want two salespeople to spend six months in productionand two people from production to replace them in our sales team. you're a member of the European sales committee. Saying it accurately D Read these in terview er questions and statem ents. Well. 2 She asks him if he has any problems at work. Now. It's definitely something I'm interested in. C: Good. 3 She asks him w hat he thinks about the production department. I think you should work to improve your leadership skills. 6 I would like you to organize an employee First Aid course by January. fo llo w in g the exam ple. I mean I would really appreciate any opportunities I get to improve on that aspect of my work. 8 9 Is that a fair description of your role? Looking ahead. I think it would be a good idea if you took part in some project management training. Understanding A re these statem ents true or false? 1 Caterina asks Edward how he feels he has performed this year. 7 I've observed that you are steadily improving in all areas of your job. He'll set up a meeting with you for later this afternoon. E: Sure. G roup them in the correct categories. E: Definitely. 8 She tells him how she feels he has performed this year. Section 5: Interviews . because down the line.UNIT 19 |Carrying out performance reviews E: The end of the month?! C: Yes. I've spoken to Tom Wilkinson in production and he agrees with me that this is the best way forward. 4 She describes the various aspects of his job and makes sure that he agrees. E: I see. And I feel you need to develop your leadership skills. 10 She asks him for feedback on how his team has performed this year. C: Good. project work is going to be where the best opportunities for promotion are in our company. let's move on to discuss your development. Looking ahead. 3 Have I missed out anything that you do in your position? 4 How do you feel about your performance this year? 5 I expect you to have completed your review of expenses by Tuesday. 9 She tells him that she is disappointed with his performance. 7 She tells him about the future plans for the company. perhaps it will help. 5 She discusses his professional developm ent for the future. Discussing employee's job description: 1 Assessing employee's performance: Setting employee an objective: Discussing employee's future development: 1 Are you happy with how I've outlined your job description? 2 Down the line. I think it w ould be helpful for you to develop your interpersonal skills. 6 She sets him a specific objective to meet. ........................ Manager: Yes...... I think that we should look at management courses.......... Should that be open to everyone in the company? Yes......... 1 Employee: Yes........ Oh yes.. .. more than one answ er is possible. O K ........ Saying it clearly О D 93 Listen to these sentences... Thanks...... as personnel assistant..... 12 Please could you set up a meeting with all the relevant personnel by the end of the week? Q Com plete the conversation w ith sentences from Saying it accurately 1.............. Have I missed out any areas that you'd like to develop? Is there anything else that you'd like to discuss? Moving forward............... 11 My impression is that your performance has way exceeded our expectations this year........... I've helped to recruit twentythree new members of staff and carried out successful inductions with all of them................. I think I've done well.. selecting possible candidates.. of course..... Manager: Employee: Well. I've observed that you hit all your sales targets.............. I'm all in favour of that so Employee: Manager: OK.......... Employee: That's very encouraging to hear. that's right..10 Moving forward...... some employees have mentioned to me that they would like to receive First Aid training. I've had some positive feedback on that.. Saying it appropriately О □ Listen to the speakers...... Right..... Manager: And so........ As for my personal o p in io n . Manager: Great..... In som e places..... and sitting in on the interviews with the relevant manager. but I also carry out induction days for new employees and some in-house training for existing employees. I'd be very keen to go on a management course......... Employee: Yes..... perhaps we could look at management training courses...... Q Listen again to the sentences from Saying it clearly 1 and repeat them........ noting the different pronunciations o f 's' and 'th'. your responsibilities include w riting advertisements for vacancies. absolutely.................. H ow do they sound? 1 interested or uninterested 78 | Speaking . Q Th in k about yo u r ow n w orkplace. 'quite' usually means 'completely' or 'very'. quite good. In British English. Play the audio CD and fo llo w the cues. for example. meaning 'to a degree/fairly/rather'. 94 Get speaking (| ^ 95 В You are carrying out a perform ance review w ith yo u r office m anager. 2 How have the employees performed this year? Say a sentence about each of them as you m ight in their performance review. for example. 'the conference was quite fascinating.' Section 5: Interviews i 79 . angry or encouraging Listen to the sentences from Saying it appropriately 1 and repeat them. Language note Well. 3 Think of an objective (real or imaginary) for each of the employees and make sure that it meets the SMART requirements. Quite right.' In American English. Make sure that it meets the SM ART requirements. You start. 4 Set him an objective regarding the implem entation of the second phase of the office refurbishment: new furniture and equipm ent for the ground floor. meaning 'completely'. Ask if you have missed anything. 1 Outline Kamil's job description (in the follow ing bullet points) and ask if he agrees to: • m aintaining office services • supervising office staff • overseeing office records and efficiency. 5 Move the conversation on to talk about the future and suggest that Kamil should develop his IT skills and suggest training on this. assertive or shy 4 diplom atic or blunt. 1 Outline the jobs of the employees that you have listed. meaning 'completely'. 3 Agree with w hat Kamil says and give him positive feedback on his performance this year. Practise them aloud. 'the conference was quite short. I'm not quite sure. I quite agree. meaning 'completely'. How m ight you describe these in a performance review? Practise them aloud. Kam il.UNIT 19 | Carrying out performance reviews О В 2 negative or positive 3 polite or impolite. 2 Ask him about his opinion of his performance this year. W rite a list o f em ployees fo r w hom you carry o ut perform ance reviews. 'quite' usually means 'to a degree/fairly/rather'. Think in advance about the best alternative to your preferred solution. 1mean. • Be ready to negotiate. wouldn't you agree that my performance this year has been very successful? J Well.and finally. OK? С Fine. • Remain polite. • Persuade.. But what exactly do you want? с I understand that this year the pay increase is between 3 and 8 per cent. it's probably best if you fix a time with my secretary. always thank your manager for their time at the end of the meeting. but 1hope you'll agree that since last year I've achieved such a lot and we need to consider these achievements. What can 1do for you? С J I'd like to schedule a meeting with you to talk about my position. So. I'd like to discuss my compensation packaqe with you.Persuading your manager Would you be willing to support my request? USEFUL TIPS: If you w ant to ask for something special from your manager. Whatever the result. Speaking . what can 1do for you? Well. • Be proactive. Candy. Decide what exactly you want and be prepared to justify your demands with logical arguments. Ask your manager for a meeting to discuss what is on your mind.. 1managed the ISO 9001 audit. rather than emotional ones. 1am currently underpaid. John. what about the others? с If you look at my responsibilities in comparison to my colleagues. J Really? 1thought you were happy with the increase we gave you last year! с Yes. When's a good time for you? Er. J С Come in. 1was responsible for organizing the conference in Astana last month and. . Candy. don't threaten. 1would like to ask for a raise at the top end of that scale. О 96 Candy Hi John! Do you have a moment? John Sure. J Ooh! 1don't know about that. take a seat.. Now. you need to be well prepared. well. You still have to work with them. Candy. She w an ts to discuss an issue w ith her m anager. I'll do that. For example. which we successfully completed. yes. Wouldn't you say this should be taken into consideration? J I'm not sure that that is really quite true.. Conversation C an d y is a h igh ly skilled program m er in a large softw are com pany. Candy. C: Sure. 1 She agrees with her boss that she doesn't have the qualifications on paper and accepts that this will mean she can't get a top-end pay rise. But thanks for your time today. I have the necessary qualifications on paper and you could then justify to the HR department paying me more. 10 She stops by to see her boss unannounced. I'm sure you can see that it wouldn't be hard for me to get a better paid job elsewhere. I hope you'll agree that that would be a win-win situation for everybody. I checked. you don't have the qualifications on paper for me to justify to the HR department putting you into a higher salary level. 4 She demands additional training. I'll find a time for another meeting towards the end of the week with your secretary. I do appreciate that. Understanding Tick the statem ents th at are true about Can dy and John. 2 She becomes emotional. 9 She schedules a meeting with her boss. J: Hmm. I think so. 5 She is polite and thanks her boss for his time. 6 She reminds him that he promised her a good pay rise last year. would you be willing to support my request for a higher wage increase? J: Well. J: Are you saying you want to leave? C: No. I need to think about this idea. 7 She presents logical arguments on why should she receive a top-end pay rise. C: So. telling him how much she loves her job. I'm earning about 4 per cent less than the market average. J: I see. that's all. 3 She negotiates with regard to her lack of qualifications on paper. С: I thought that might be a problem. So. Section 5: Interviews i 81 . Compared to programmers in other companies. I just want you to know the background to my request. the problem is also your qualifications. 8 She says that she will look for another job if he w on't give her a pay rise. Even though you are a fantastic programmer. wouldn't it make sense for the company to invest in sending me on an advanced programming skills course? The company benefits from my improved skills. Here are the figures.UNIT 20 | Persuading your m anager C: Oh. I think you'll agree that.. 7 W ouldn't it make sense for. С 4 I'd like to schedule a meeting with you. . 6 I'd like to discuss my. 1... I do appreciate that. H ... 'ch' Q 2. and persuasive. 's' 4... confident.....com pensation package with you.. G . Оa Listen and com pare these sim ilar sounds from the unit.. D .....to discuss my position... use an appropriate tone o f voice: polite. I ..*j* 3.m y proposal for unpaid leave is quite convincing. 5 W ouldn't you say this should be...Saying it accurately Match the two halves of the sentences... Repeat them . so perhaps you w ould consider this proposal? 1 2 10 I w anted to ask you if it...me to attend a m anagem ent training course? E . Saying it appropriately О D 82 Speaking W hen you are tryin g to persuade your m an ager to agree to som ething. A 3 Would you be w illing to.taken into consideration? 9 I thought that m ight be a problem . 'z' achieved m anaged discuss o rga n izin g such job sense raise much suggestions skills skills Listen again to the w o rds from Saying it clearly 2 and repeat them.. W hich o f the fo llo w in g speakers use an appropriate tone? . В .. cop yin g the rhythm o f the speaker..w ould be possible for me to extend 8 Thanks for.. your time today. ..a transfer to a different department...... F . J ....support my request for extended leave? my paternity leave? Saying it clearly О97 D Listen to the statem ents from Saying it accurately... I'd like to ask for. Play the audio CD and fo llo w the cues.UNIT 20 | Persuading your m anager speaker 1 speaker 2 speaker 3 speaker 4 speaker 5 О 100 В speaker 6 speaker 7 speaker 8 speaker 9 speaker 10 Listen again to the speakers from Saying it appropriately 1. She form s m ost o f these w ith the m odal verb wouldn't. there is more respect for hierarchy than in others. This is worth bearing in mind when working across cultures. Get speaking О D You w o uld like a transfer to the US office. 1 Ask your boss. Karen. Grammar note Note h ow Can dy uses questions to m ake her la n gu ag e sound more persuasive. This time. Examples from the text: Wouldn't you say this should be taken into consideration? Wouldn't it make sense for the company to invest in sending me on an advanced program m ing skills course? Wouldn't you agree that my performance this year has been very successful? Section 5: Interviews i 83 . This means that employees in some countries are less likely to approach their managers with a difficult issue than employees in other countries. 5 Thank her for her time. 2 Thank her and explain your request. You start. Practise the d ialo gu e aloud. th ey w ill all use an appropriate tone. 4 Say that you've considered this point and were w ondering if anyone from the US office would consider a job swap for a few months. Repeat w h at th ey say. 3 Remind her that you've been a loyal employee over the last six years and explain how you are keen for a new challenge and the opportunity to live abroad. w h ich im plies th at John w ill agree w ith the point that she is m aking. Cultural note In some cultures. Im agine a situation in yo u r w o rkp lace and replace the request fo r a tran sfer w ith one you m igh t make. W rite a short d ialo gu e sim ilar to the one in Get Speaking 1. This m akes her sound co nfident and persuasive. if you can schedule a m eeting with her. stimulating . rigorous rewarding • Teaching is a worthwhile and rewarding career.Extended learning through COBUILD This section provides you with information from the COBUILD corpus on key vocabulary items in the conversations. • Real estate is an industry I've found financially and emotionally rewarding. • My last job wasn't mentally challenging. I still find my job immensely challenging and satisfying. It gives information on meaning. • After ten years. • It is difficult to explain exactly what it is. • I do exactly what stockbrokers do. COLLOCATIONS: a challenging ro le /ta sk/e n viro n m e n t/m a rk e tp lace e xtre m e ly /in cre d ib ly /im m e n se ly challenging in te lle ctu a lly /m e n ta lly /p h y sica lly challenging SYNONYMS: demanding. satisfying. COLLOCATIONS: a rewarding jo b /ca re e r/p ro fe ssio n /p u rsu it/e n d e a vo u r/ e xp e rie n ce ric h ly /h u g e ly /im m e n se ly /h ig h ly rewarding fin a n c ia lly / e m o tio n a lly /sp iritu a lly rewarding SYNONYMS: Speaking gratifying. usage and collocations.APPENDIX . • It's hugely rewarding when you can sort out a problem for someone. I wasn't sure exactly what I wanted to do. U n it 1 S ta rtin g a co n v e rsa tio n exactly • When I left school. COLLOCATIONS: do/know /understand/define/explain something exactly exactly right/sure/correct exactly m atch/m irror/replicate something SYNONYM: U n it 2 precisely T a lk in g a b o u t jo b s challenging • We continue to face a challenging retail environment. supposedly C o ld ca llin g risk • Most investors avoid risk when they can do so without sacrificing return. the meeting today was very positive. COLLOCATIONS: a v o id /e lim in a te /m in im ize risks a h ig h /p o te n tia l/sig n ific a n t/se rio u s risk a lo w /m in im a l/slig h t/tin y risk a risk o f something a risk of fa ilu re /in ju ry/d e a th a se cu rity / sa fe ty / in v e stm e n t/in fla tio n risk risk a sse ssm e n t/m a n a g e m e n t Appendix: Extended learning through COBUILD I 85 . but you are not certain that it is true. COLLOCATIONS: negotiation(s) b e tw e e n people negotiation(s) between m a n a g e m e n t/sta ff/e m p lo ye rs/ w o rk e rs/re p re se n ta tiv e s negotiations o v e r something negotiations over a co n tra ct/issu e /se ttle m e n t negotiations over p ay /p a y m e n t/co m p e n sa tio n negotiations w ith someone negotiations with a su p p lie r/ve n d o r/b u ye r/d e ve lo p e r/ cre d ito r U nit 4 SYNONYMS: discussion. in negotiations E x c h a n g in g in fo rm a tio n apparently You use apparently to indicate that the information you are giving is something that you have heard. • Apparently. SYNONYMS: U nit 5 seemingly. open to negotiation. • Most firms are taking risk management seriously. • He resigned. subject to negotiation. apparently because of disagreements with his boss. • Apparently. • We're currently in negotiations over a new contract.UNITS 1-5 U n it 3 S h o w in g in te rest in o th e r p eo p le negotiation • It's a matter for negotiation between an employer and their workforce. • There is a significant risk that the company will fail. dialogue PHRASES: under negotiation. all new manufacturing is to take place in eastern Europe. • I'm afraid that we cannot offer refunds for cancellations. we can only offer a refund. • Your appointment is scheduled for tomorrow morning. acceptable D e a lin g w ith a co m p la in t o n th e te le p h o n e refund • Unfortunately. exchange. COLLOCATIONS: an unsatisfactory situ a tio n /p e rfo rm a n ce /e x p la n a tio n / o u tco m e p ro fo u n d ly / d e e p ly /w h o lly /th o ro u g h ly /to ta lly unsatisfactory fin d /co n sid e r/d e e m something unsatisfactory U n it 8 SYNONYMS: inadequate. whichever you choose.U n it 6 C o n firm in g o r re a rra n g in g a p p o in tm e n ts appointment • Just give me a call and we can arrange an appointment. • We will replace it or issue a refund. or repair if a product is faulty. • The new charging arrangements are patently unfair and unsatisfactory. COLLOCATIONS: a fu ll/co m p le te /p a rtia l/p o ssib le refund d e m a n d /e xp e ct/re q u e st/o b ta in a refund o ffe r/p ro m ise /issu e /a rra n g e /g iv e a refund a refund p o licy /o ffe r/g u a ra n te e /re q u e st SYNONYM: Speaking reimbursement . • Their behaviour has been wholly unsatisfactory and foolish. • Can I possibly make an appointment for another day? COLLOCATIONS: m a k e /re q u e st/a rra n ge /b o o k /sch e d u le an appointment co n firm /ca n cel/m iss/re sch ed u le an appointment a s ch e d u le d /u rg e n t/a v a ila b le appointment an appointments d ia ry/cale n d a r/b o o k/sch e d u le an appointment w ith someone an appointment with a m a n a g e r/co n su lta n t/sp e cia list/ a d v ise r U n it 7 M a k in g a co m p la in t on th e te le p h o n e unsatisfactory • I found the service totally unsatisfactory. to say the least. unacceptable ANTONYMS: satisfactory. If you p rio ritize the tasks that you have to do. you treat it as more important than other things. • The government is prioritizing the service sector. • We have already discussed several proposals affecting tender offers. • We may need to postpone some items on the agenda for the next meeting. suggestion. • We'll need to prioritize assignments so that everything continues to run smoothly. COLLOCATIONS: su b m it/p re se n t/o u tlin e /p u t fo rw a rd a proposal accep t/re je ct/d iscu ss/co n sid e r/re vie w a proposal a w o rk a b le /a cce p ta b ie / in te re stin g / a ttra ctiv e proposal an u n w o rk a b le /u n a cce p ta b le /u n re a listic proposal SYNONYMS: U nit 11 plan. COLLOCATIONS: the agenda fo r something the agenda for the m e e tin g/co n fe re n ce /se ssio n on the agenda a p o in t/item on the agenda something to p s/d o m in a te s the agenda someone se ts/o u tlin e s the agenda SYNONYMS: U n it 10 plan. • The company wants to prioritize debt repayments. If you p rio ritize something. programme N e g o tia tin g a g re e m e n t proposal • We would certainly consider any proposals you have in mind. • I tend to prioritize ruthlessly and sacrifice the non-essentials.UNITS 6-11 U n it 9 R u n n in g a fa ce -to -fa ce m e e tin g agenda • There are four main points on the agenda of today's meeting. idea A s s ig n in g a ctio n p o in ts prioritize 1. • Point one on the agenda is to welcome the new staff. • I think that's an interesting proposal. but it won't suit everyone. you decide which are the most important and do them first. Appendix: Extended learning through COBUILD 87 . 2. COLLOCATIONS: outsource a se rv ice /fu n ctio n /ta sk /a ctiv ity outsource w o rk / m a n a g e m e n t/ m a n u fa ctu rin g / re p a ir outsource o ffsh o re /o ve rse a s/a b ro a d SYNONYM: U n it 13 relocate P re se n tin g a p ro d u ct o r serv ice advantage • Our key advantage over competitors is that we manufacture all our products to order. • Customer satisfaction has to be the top priority in all we do. • Cost saving is the big driver for outsourcing work. you need only visit our website. COLLOCATIONS: a customer b ase customer sa tisfa ctio n /re la tio n s/se rv ice /fe e d b a ck p o te n tia l/p ro sp e ctiv e /e x istin g / lo y a l customers a ttra ct/ta rge t/se rve /sa tisfy/re ta in customers customers o f something customers of a re taile r/sto re /p ro v id e r/co m p an y customers w a n t/p re fe r/d e m a n d something SYNONYM: Speaking client . COLLOCATIONS: a d istin ct/o b v io u s/d e fin ite /co m p e titiv e advantage an advantage o f something ta k e advantage of something take advantage of a d is co u n t/ o p p o rtu n ity /o ffe r an advantage o v e r someone/something an advantage over co m p e tito rs/riva ls/o th e rs U n it 14 W o rk in g on a sta n d customer • What are you doing to improve your customer services and support? • You should ask questions in order to understand exactly what the customer wants. • To take advantage of this incredible offer.U n it 12 R u n n in g a te le co n fe re n ce outsource • Outsourcing graphic design tasks and printing jobs would make sense for us. • This means we are able to take advantage of the very latest costs. • Offshore outsourcing isn't always the cheapest option. • She has been offered and has accepted the position of managing director. COLLOCATIONS: h o ld /fill/ta ke /a cce p t/a d v e rtise /vaca te a position a v a ca n t/u n fille d /cu rre n t/fu ll-tim e /se n io r/ m a n a g e m e n t position a position as something a position as a co n su lta n t/a ssista n t/cle rk/m a n a ge r/ tru ste e a position w ith in something a position within a co m p a n y /o rg a n iza tio n / h ie ra rch y Appendix: Extended learning through COBUILD 89 . COLLOCATIONS: p lace/m ake/receive/cancel an order a p o sta l/m a il/o n lin e /e xp o rt/m in im u m order an order fo r something an order for g o o d s/e q u ip m e n t/m a ch in e ry /ite m s U n it 17 T h e su cce ssfu l jo b in te rv ie w e r position • Do you see yourself in a management position? • Wherever possible. • We have received 10. senior positions are filled from within the company. • We're doing a special promotion on champagne. • Our latest promotion offers discounts for passengers who book well ahead of time.UNITS 12-17 U n it 15 C lo s in g a sale promotion • We're targeting this promotion at business travellers. COLLOCATIONS: la u n ch /ru n /h o ld /ta rge t/a im a promotion target/aim a promotion a t someone a promotion fe a tu re s/in clu d e s/in v o lv e s/o ffe rs something a promotion h e lp s/e n co u ra g e s/g e n e ra te s/b o o sts something a sp e cial/in -sto re /cu t-p rice /se a so n al/sale s promotion SYNONYM: U n it 16 offer S a y in g 'n o ' p o lite ly order • You may cancel within 14 days of placing an order. • I can send you our free mail order catalogue.000 orders for this digital music player already. • The compensation package will be added to staff salaries at the end of January. COLLOCATIONS: le a d /h e a d /m a n a g e /jo in a team a ca p a b le /co n fid e n t/ta le n te d team a m a n a g e m e n t/d e sig n /re se a rch team a team p la ye r/m a n a ge r/le a d e r/e ffo rt team sp irit U n it 19 C a rry in g o u t p e rfo rm a n ce re vie w s opportunity • There are certainly opportunities for promotion in the company. • I would welcome the opportunity to travel and discuss projects with clients. I try to instil a sense of team spirit and togetherness.U n it 18 T h e su cce ssfu l in te rv ie w ca n d id a te team • I head the project management team. • Can you negotiate a package that suits both you and your boss? COLLOCATIONS: a co m p e n sa tio n /re d u n d a n cy/se ve ra n ce /re tire m e n t package o ffe r/u n v e il/p ro p o se /a n n o u n ce a package n eg o tia te /a cce p t/ta ke /re je ct a package a ge n e ro u s/a ttra ctiv e /a cce p ta b le /fa ir package a package in clu d e s/in co rp o rate s/co m b in e s something Speaking . • As a manager. • We like to feel that we can offer a lot of career opportunities to our staff. • I'm a big team player and I always place an emphasis on the team. COLLOCATIONS: p ro v id e /o ffe r/p re se n t/cre a te an opportunity se ize /w e lco m e /e x p lo it/re lish /g ra sp an opportunity a u n iq u e /id e a l/p e rfe ct/g o o d /g re a t opportunity a b u sin e ss/ca re e r/n e tw o rk in g /m a rk e tin g opportunity an opportunity fo r something an opportunity for a d v a n ce m e n t/p ro m o tio n /g ro w th / in p u t U n it 20 P e rsu a d in g y o u r m a n a g e r package • They've offered a good redundancy package and are confident they'll get enough volunteers. overseeing major projects for our clients. which means that.) I'm a .. are lots of different jobs at Foodaid. It's a great place to live.. Lots of companies like that. What subject do you Answer key 91 . / J: Very important for Foodaid. Did you know th a t.[insert place]. Unit 2 Understanding Be brief and precise: 'Well.? В Answers will vary. Suggested answers only. [ 5 ] Alex: I'm from Athens..' Accentuate the positive: 'You'll never be rich working for Foodaid.' Make it relevant to the person you're talking to: 'J: There study at university? / S: Engineering. Very often people like you work with us for a few years to gain experience and then they move onto other jobs. [add interesting fact about job].. it is. actually I'm a lawyer. which means that I help hedge funds and banks make sure none of their staff are doing anything illegal. .. I love New York in the spring. not iust making some company shareholders richer. which she needed to explain to the student. [ 6 ] Sophia: I'm a forensic auditor. it's never boring. Only an hour or so. What do you do? [ 4 ] Sophia: Oh...': 'And even if the work is demanding. Have you been here before? I'm from .[insert job title]. we'd better get back to the presentation. but you get paid. [ 1 ] Alex: It's a beautiful day today. Model answers from Saying it accurately 2 and 3.. I'm in charge of managing the legal department and we make sure that Foodaid understands any legal issues there might be in the work it does... it's my first trip. I took the plane from Charles de Gaulle. .. Yes. isn't it? [ 7 ] Alex: Really? And do you often find any illegal activities? [ 2 ] Sophia: Absolutely.ANSWER KEY Unit 1 Understanding Conversation 1 D Conversation 2 A □ Conversation 3 С Conversation 4 В 1 2 3 4 5 6 7 8 9 10 Saying it appropriately Saying it accurately D 1 2 3 4 5 been lovely get long means looking from isn't do come В [ 3 ] Alex: No.' Jenny's mistake was using the acronym 'NGO'. you must visit the Guggenheim Museum and the Empire State Building. Where do you come from? isn't it? Where do you come from? How did you get here? How long did that take? What do you do exactly? D 1 2 3 4 5 friendly unfriendly friendly friendly unfriendly Get speaking D (Answers will vary. Have you been here before? [ 8 ] Sophia: More than you might expect! Anyway... It's a very easy flight.' Show how your job benefits people: 'You feel you are doing something useful with vour skills..... [add interesting fact about place]. 10 To show disbelief: 4. 6 My job entails carrying out research and teaching students at my university. 7. 8. 5. as in/with with for/in 5 6 7 8 at/for on to for/under Saying it clearly D (Stressed syllables are underlined.) 1 challenging 2 monotonous 3 rewarding 4 fulfilling 5 interesting 6 stressful 7 absorbing 8 demanding Saying it appropriately D The speakers are verv(^nthusiastioiinenthusiastic. 3. Unit 3 Saying it accurately D 1 2 3 4 know Really terrible That's 5 6 7 8 How other saying mean В To show positive empathy: 1. 5 I'm in charge of looking after the employees at my company. Model answer in Saying it accurately 1.) 1F 2D 3H 4G 1 monotonous 2 rewarding/fulfilling 3 stressful 4 absorbing/interesting/demanding 5 challenging/interesting/fulfilling/absorbing interesting/stressful/demanding 5C 6A 7E 8B (Answers will vary. This response encourages Casper totfontinueifetop talking about the topic. Get speaking Ц and Q Answers will vary. Suggested answers only. 7 I'm responsible for helping people who are having difficulties with their computers. 4 I help children who are sick. which helps them to accentualthekDositiy&neaative aspects of their jobs.Saying it accurately D (Answers will vary. 9 To show negative empathy: 2.) 2 My job involves helping people to sort out their legal affairs. Emily's tone isfkeenftjninterested and her intonation isfnsina)5fallina. Suggested answers only. 6. 9 Note that 9 'How incredible!' has two meanings. 3 My main responsibility is to prepare and submit accounts to the tax authorities. 8 I develop new and exciting business ideas. 1 92 echoing empathizing paraphrasing empathizing Speaking 5 6 7 8 empathizing echoing paraphrasing empathizing [ 2 ] Rachel: How awful! [1 ] Rachel: Terrible? [ 4 ] Rachel: That's unbelievable! [ 7 ] Rachel: So what you're saying is I went on holiday for a week and come back to find you're a senior manager?! [ 3 ] Rachel: You mean that you were stuck in traffic for three hours! [ 5 ] Rachel: Really? [ 6 ] Rachel: Promoted? [ 8 ] Rachel: How amazing! Congratulations! Saying it appropriately D In the first extract. . In the second extract EmjJyMone is keen^uninterestedbnd her intonation is risinar a lin a )This response'5nronrages Casper to continue^stopTCTlona about the topic. .? I heard that. 7 Did you hear that. haven't you. didn't you. didn't you?' Create intimacy: 'I really want to thank you. Michael.. 8 Apparently/I heard that/lt seems that/ It appears that... I'm sure that.. It's guaranteed that. Christine Bender. do you Max? Well. didn't you?' 'She did an amazing job for us dealing with that whole corruption scandal last year.... Max.. Lianne? You've seen our budget for next year.3 .. 5. Suggested answers only.) 2 . By all accounts. 1. You don't know anything about that. don't you think?’ Ask questions indirectly: 'You used to work for our new chief legal officer.. I overheard Ben saying... 4. Apparently.. haven't you.. Suggested answers only. don't you. for taking me with you to the meeting. I heard on the grapevine that It's certain that.so I'm told/by all accounts...' 'You used to work for our new chief legal officer. Matt? You're attending our conference this year..... 6 According to... Rachel? You know our new CEO.. Answer key I 93 . Christine Bender.. .) 1 2 3 4 5 6 Get speaking D That's fantastic! / A new job? Really? How terrible! Late? Fantastic! / You mean you'll be moving to America? Oh no! / Really? (Answers will vary...Jay? You approved our new brochure before it was sent to the printers. so I'm told. aren't you. Model answers only.. Dan? Saying it appropriately According to Jane.. . the CEO is very enthusiastic about it. □ 1 2 Saying it accurately D 1 3 4 Candy 2 Michael В / / ✓ / ✓ ✓ ✓ 5 You've spent time in our Washington office. Did you hear that.. She did an amazing job for us dealing with that whole corruption scandal last year. according to Janice. It seems/appears that.. ..UNITS 3^1 В ✓ / 1 2 3 That's wonderful! Fantastic! How amazing! Great! How terrible! That's awful! Oh no! That's dreadful! That's unbelievable! How incredible! / ✓ / / I see/Really? Next year? So what you're saying is you'd like me to source some possible new offices? Fantastic! / Great! 4 В (Answers will vary. Suggested answers only.) 1 2 3 I heard on the grapevine / 1overheard that the company is planning to set up a sports and social committee.) Unit 4 Understanding Offer appropriate information first: 'Christine is so successful. I'm convinced that. don't you think?' В (Answers will vary. В question 1: intimate question 2: direct question 3: intimate question 4: intimate question 5: direct question 6: intimate Get speaking В (Answers will vary. m. 12 p...... 4 p.m...m. Suggested answers only. do you Max? You would want to be involved with it. [ 2 ] She introduces herself and says where she works..m.. Saying it accurately D A D E F 1 2 3 4 5 В A Saying it appropriately D 1 pushy 2 enthusiastic 3 abrupt 4 friendly 5 polite 6 bored П (Answers will vary.... Mr Lee? My company specializes in designing bespoke software. Unit 6 Saying it accurately Understanding Tuesday Wednesday 9 a. Berlin 11 a... Teleconference for Gerhard Schimdt and colleague 3 p.. _■ i i | Answers wl11 varV...m.m.m.m. Do you think that's something that might be of interest to you? Could we set up a meeting for next Tuesday at 10 a......4 You don't know when the meeting might happen.m....m... D 1 2 3 confirm check spell 4 5 6 better teleconference forward С A E 4 5 В D В 1 2 3 .. [ 6 ] She sets up a meeting to discuss the matter further.. [last name] from Top Tier Training. 9 a. 10 a. 3 p. [ 3 ] She checks that the person she is speaking to has time to talk.. 2 p. Model answer in Get speaking 7..) 1 2 3 4 В 1 2 3 С D E Get speaking Do you think that's something that might be of interest to you? Could we set up a meeting for next week. 94 Speaking Hippax..m..m..m. wouldn't you Max? 5 .m... 5 p.m. 5 p. Sabine Gerland. Gerhard Schmidt.. [ 1 ] Macey Chance checks that she is speaking to the correct person.? В Answers will vary.[first nam e]. 10 a. 11 a. this i s .. Quiddestrasse ■f4 40 4 p. May I ask you a question. This is Tom Sweeney from Lermans and Co.. [ 5 ] She asks questions to gauge the person's interest.Dialo9ue 15 a model answer Unit5 Understanding [ 4 ] She explains what her company specializes in and the reason for her call. Do you have a moment to speak to me? My company specializes in providing motivational training courses for staff.. 12 p.m..... 2 p. Mr Lee? Do you have a moment to speak to me? В С В 4 5 6 D F С 5 A E В Am I speaking to Mr Gulbert? Hello.m. UNITS 5-7 Saying it appropriately 1 A 2 В The call to Joy 3 4 С A 6 7 Get speaking D 8 (Answers will vary. Suggested answers only.) The call to Giovanni 1 2 3 4 5 Hello Mr Fabro, this is ...[first name][last name]... from Marlow Construction. How are you? Fine, thanks. I'm just ringing to confirm our appointment for Wednesday morning at 10 a.m. to discuss the Westdene Hospital building contract. Can I just check the address? That's 40 Findon Street, isn't it? Oh OK, could you spell that for me? Thanks, I look forward to seeing you then. Goodbye. 9 Hello Ms Lee, this is ...[first name][last name]... from Marlow Construction. How are you? Fine, thanks. I'm just ringing to confirm our appointment for Thursday afternoon at 3 p.m. to update you on the Queen's Hotel building project. No problem. Would Friday at 3 p.m. be more convenient? Great, I look forward to seeing you then. Goodbye. В (Answers will vary. Suggested answers only.) 1 2 3 4 5 6 Hello, ...[first name][last name]... I'm fine thanks, Valerie. And you? No problem. Would Tuesday be more convenient? Would you like me to arrange a telephone conference instead? Yes, I'll email them over as soon as possible. Goodbye. Unit 7 Understanding Strategy Sentences from the telephone conversation Make sure you're speaking to the person who can help you. • Could I speak to your supervisor, please? • Could you tell me your name and position, please? I'll just make a note of that. • I need to make a complaint. • I'm afraid I'm not satisfied with... • I'd like you to... State your complaint. Set out your expectations to solve the problem. Confirm when your • Could you let me know when expectations will you have...? be met. • When will you get back to me? Saying it accurately 2 3 4 5 6 7 8 damaged defective delayed disappointing tolerable poor passable inadequate mediocre so-so indifferent unacceptable unprofessional unreasonable unsatisfactory unsuitable В forceful extremely considerably very utterly entirely absolutely totally completely altogether not so forceful slightly somewhat rather quite □ fl 1 В I'm sorry to say that I'm not satisfied with this product. There appears to be a problem with this product. I'm not at all happy with this service. There seem to be some concerns regarding this product. Please could you replace it? Would you ensure that the replacement is sent today? Would you be able to email me when it has been sent? When can I expect to hear from you? (Answers will vary. Suggested answers only.) 1 2 3 I need to make a comment about the latest sales figures because they are somewhat/quite/rather/ slightly; disappointing/unsatisfactory/mediocre. I'd like you to concentrate your efforts on improving them over the next quarter. There seem to be some concerns regarding the latest delivery, which was extremely/very/considerably delayed. Please could you ensure that it's prompt next time. I'm afraid I'm not at all happy about the budget for the new project, which is altogether/absolutely/ Answer key I 95 4 5 completely/entirely; unsatisfactory/disappointing/ mediocre/indequate. Please could you revise it immediately? There appears to be a problem with the accounts system, which is quite/rather/somewhat/slightly; disappointing/unsatisfactory/mediocre. I'd like you to see that it's fixed by first thing tomorrow. I'm afraid that I'm not satisfied with the new catering company because their food was entirely/ completely/totally/altogether; unsuitable/inadequate/ disappointing. I'd like you to source some alternative suppliers by the start of next week. Saying it appropriately D speaker 1: appropriately speaker 2: inappropriately speaker 3: appropriately speaker 4: inappropriately speaker 5: inappropriately Get speaking 1 My name's ...[first name][last name]... and I'm CEO for Rickmans and Co. I want to speak to somebody senior, please. 2 I need to make a complaint. 3 Hello, could I have your name and position, please? 4 I'll just note that down. I hope you can help me. 5 I'm afraid I'm not satisfied with the IT systems that have recently been installed in our offices. Employees haven't received sufficient training and so are finding it very hard to get to grips with the new systems. And the support line, which was supposed to have been available 24 hours a day, has proved unreliable. 6 I would like you to provide additional training for employees and ensure that the support line is staffed 24 hours a day, as agreed. 7 Could you inform me when you've addressed the problem/spoken to him? 8 When can I expect to hear from you? 9 Thank you for your help on this. Unit 8 Understanding В and В Tony Hopps - Queen of the Waves • cabin problems: booked a cabin on the outside, allotted a cabin inside, wife got seasick. Phrases to show rearet/empathv: 3H, 6D Oh dear, I'm sorry to hear that. You must have felt terrible! • buffet lunch: finished by the time they arrived at 2 p.m. • programme changes: fancy-dress party in programme for Saturday night didn't take place. • laundry: fancy-dress costume got lost in laundry. Proposed action: • refund: refund cost of more expensive outside cabin that they didn't receive. • insurance claim: form on website to complete. • discount: 10 per cent discount on next booking. Saying it accurately D 1G Could you bear with me for 10 minutes while I get to the bottom of what went wrong here? 2C I'm terribly sorry for the problems that you're experiencing. 3H I can imagine that was terrible. 4E I propose that we offer you some sort of compensation. 5A I'll make sure that it gets done by the end of the week. 6D That must have been dreadful. 7F Could you tell me exactly what happened? 8B I do apologize for our part in this. 96 Speaking Phrases to find out what the problem is: 1G, 7F Can you give me the details? So let me just recap. Phrases to apologize: 2C, 8B We would like to apologize to you for these problems. We are really very sorry for these difficulties. Phrases to propose a solution/promise action: 4E, 5A This is what I propose. We'll deal with that within a week. We would like to offer you a 10 per cent discount the next time you book an Argonaut holiday as compensation for problems you had. Is that acceptable to you, Mr Hopps? Saying it appropriately D 1 2 Version 1 A, D, and E Get speaking П (Answers will vary. Suggested answers only.) 1 2 I can imagine that was terribleVThat must have been dreadful. Oh dear, I'm sorry to hear that. Could you bear with me for 10 minutes while I get to UNITS 8-9 the bottom of what went wrong here? 3 I'm terribly sorry for the problem that you experienced./l do apologize for our part in this./ We are really very sorry for these difficulties. 4 I propose that we offer you some sort of compensation./We would like to offer y o u as compensation f o r Is that acceptable to you, Mr/Ms ...[last name]...? 3 4 5 6 В (Answers will vary. Suggested answers only.) 1 Oh dear, I'm sorry to hear that. Could you tell me exactly what happened? 2 That must have been dreadful! 7 So let me just recap. The food was delivered late, the waiting staff were not very professional and the food itself was not up to our usual standards? I'm terribly sorry for the problems that you've had. I'll ensure that all the issues you've raised are addressed. I propose that we offer you a 5 per cent discount on your next order as compensation. Is that acceptable to you, Mr Grant? OK, shall we say a 10 per cent discount? How does that sound? I won't let it happen again. Thank you for your call. Goodbye. В Answers will vary. Dialogue is model answer. Unit 9 Understanding Get speaking So. let's get started, [ensure good timekeeping] Fabian, would you like to start? [control the discussion] So. to sum up point number one, [summarize key D decisions] Let's move onto the next point: budget, [ensure good 1 2 timekeeping] Tony, that's vour field, [control the discussion] Can I stop you there. Fabian? Let's not get sidetracked. Let Tony tell us what exactly is planned and then we can... [control the discussion] We all have our action points to deal with and we know the next steps, [summarize key decisions] How does everybody feel about that? [control the 3 4 5 discussion] So. that wraps up everything for today, [ensure good timekeeping] 6 The one tip that Janette does not follow: she does not go through the agenda at the start of the meeting. 7 Saying it accurately 8 П 1 2 3 4 5 6 7 8 9 9 coming, down make, start welcome, started aim, fix agenda, points see look, point begin/start kick/start 10 11 12 13 14 15 16 17 18 sidetracked sight on thoughts agree think up agreed sum 10 11 I'm glad you could both make it. Perhaps we could make a start. The aim of this meeting is to discuss plans for the upcoming company conference. On the agenda today are the following points for discussion: one, the program for the day and two, possible locations. So, let's look at point number one on the agenda, the program for the day. Rita, would you like to start? I like that idea, Rita. What do you think, Paolo? Yes, that's great. Would you be willing to come up with some detailed suggestions for the type of sessions that we could offer? Shall we move onto the next point: possible locations for the conference? Any thoughts on this, Rita? Can I stop you there, Paolo? Let's not get sidetracked. So, tell us more about the conference facilities at the racetrack, Rita. Sounds promising, Rita. Could you get some prices for us? Shall I go over the main points that we've agreed? With regard to the program for the day, we think it would be good for middle managers to give the presentations this year and Paolo is going to come up with some ideas for some interactive sessions for the rest of the employees. And with regard to location, Rita is going to get some prices on the conference venue at the racetrack. Is everyone happy with that? Would anyone like to add anything? OK, that wraps up everything for today. Answer key I 97 We can live with that. . That's an interesting proposal.) 1 Proposal We suggest that we pay you €700 per head per day. I don't think we could go along with that.000 including materials. But have you considered the advantages of just one single flat rate? If we agree on a daily rate of €750 per head per day over six months. We need to talk about fees. Have you considered the advantages of working with us. We're planning to renovate our offices all over the country next year. 12. 10. so this could lead to a great deal more work in the future. We suggest that we pay you $160. 15 Allocating a task to a particular person: 2. Let's think about how we can make this work. 11 13 В 1 2 3 1 3 Speaking 4 5 6 about by with в 2 98 of in for Is anyone interested in doing this? / Who would like to take responsibility for this? . 9.) 1 2 3 Saying it accurately n 1 2 3 E С В we need to talk about We propose/suggest that that's not going to work for us another possibility might be to We suggest/propose that I don't think we could go along with that/That's not going to work for us we can live with that We need to talk about what exactly that price would include.Unit 10 В Understanding Stage Sentences from the conversation (Suggested answers. . Another possibility might be to have two rates: €650 for the programmers and €950 for the others. 1 2 3 4 5 6 2 Clarification of proposal 3 Counter proposal 4 Discussion 5 Suggestions of alternatives 6 New proposal 7 Agreement Well. 4.. 8.000.. 6. 14 Determining a completion time for the task: 3. that's an interesting proposal. 4 F 5 A 6 D Unit 11 Understanding Employee Tony Lucy Fabian Saying it accurately Task(s) allocated Finish date/ time • Taking care of Dimitri This weekend Mischkovic during his By Friday stay midday • Writing report on business activities for last twelve months.can you take care of that? / . 7.will you deal with that for me? When do you think the statements will be ready by? .000 inclusive of materials.5. I take your point. We propose that we pay you $150. €950 is nearer the mark. but I don't think that's going to work for us. • Running SAP training By end programme for system September users • Organizing project kick-off meeting Invitations out by this evening П Asking for volunteers to complete a task: 1. but €700 per day is far too low. your company will receive €772. 7 Get speaking D (Suggested answers. it's Karen here. Sorry Jake. let's just lay out some ground rules for telephone conferences. can I just come in here? One speaker at a time. let's run through the agenda. OK? Excuse me Emin. Can I leave that with you. Janette laid out ground rules. please always give your name first. Another teleconference is booked. don't interrupt other speakers. let's just lay out some ground rules for telephone conferences. so that we all know who's speaking. Ayisha? Can you send that out by next Thursday? 4 Are there any volunteers to write an advertisement to go in the paper for a new office manager? Would you take responsibility for that. Lee Mina asked Sanjav to clarify what he meant by working 'closely' together. just let me know if anything is unclear. here.. 2 Thank you all for participating today. Saying it accurately 1 So. Also. please? Excuse me. Everyone agreed on an action point to start discussions with key suppliers in Mumbai. Please always give your name first. Please could you make sure that you speak clearly.UNITS 10-12 Saying it appropriately D 1 impolitely 2 politely 3 politely 4 impolitely 5 impolitely 6 politely Get speaking D (Suggested answers only.. 3 Before we start.) 1 Is anyone interested in writing the pitch for the new project? Could you handle that. 5 Secondly. Suggested answer only. Dan? Will you be able to get it done by the end of the day? 5 We need to decide who is going to organize the purchase and delivery of the new IT hardware. Model answer in dialogue and Get speaking 1. could you take care of that? Is the end of the month realistic as a deadline? 3 I'm looking for somebody to prepare a quotation for a new client. Could you say it again. please? Excuse me. Who would like to take responsibility for this? Could you deal with that. don't interrupt other speakers. Would anyone like to put themselves forward for this? Chris. Answer key . Jessica? Will you be able to get it done by Friday? 2 I need somebody to source samples for the new company logo. but I'm afraid I missed that. Before we start. 1 2 3 4 interrupt finish sorry speaker come there finished let 2 D 3 4 A С 3 4 polite impolite Saying it appropriately 1 impolite 2 polite Get speaking (Answers will vary.) So.[first namej[last name]. 6 Thirdly. I'll make sure that we keep the conversation on track and don't lose any time. Finally. please. is that acceptable to you. Emin? Sorry. Sophie? Is November realistic as a deadline? Unit 12 Understanding At the start. She asked speakers to: • give their name first so they knew who was speaking • not interrupt other speakers • speak clearly • let her know if anything was unclear. 8 Right. please could you make sure that you speak clearly and let me know if anything is unclear.. Thank you all for participating today. 4 Firstly. Answers will vary. Pierre. but I don't think Pierre has finished yet. please. could you repeat that using clearer terms. please. it's . Millwood and Co. 7 Finally. Carlo interrupted Petra when she was talking about software testing.. Why is this important? Because it is much more straightforward than having a number of different providers for each service. .. . people who have retired. First of all. how much money this can save you every year. Get speaking П Answers will vary.Unit 13 Understanding . a new communications package that we're offering to our loyal customers. I think it would be useful to keep up-to-date with any new PR ideas. Challenges: Reaching customers all over the world. I'll demonstrate how it works..) 1 What line of work are you in? 2 What does that involve exactly? 3 What sort of customers do you have? 4 What do your customers want? 5 What would help you to help your customers? 6 What issues do you face in your line of work? 100 Speaking В 1 В 2 F 3 D 4 E 5 С 6 A В (Order of questions/answers may vary. nice to meet you. please feel free to ask questionsTif anybody has any questions. I'd be happy to answer them. Model answers in dialogue and Saying it accurately 1. 1 В 2 A 3 С Saying it accurately D 3. [ 6] Kay: What sort of customers do you have? [13] Jon: Yes.. finallv. And can I add you to our mailing list? [ 5] Jon: Well.. adults. but answers must follow correct questions. to sum up. First of all. I would. what line of work are you in? [ 4] Kay: And what does that involve exactly? [ 3] Jon: I'm a surveyor... 4. Customers: Children. Suggested answers only. 1 B 1 2 3 4 Saying it appropriately C A В G 5 E 6 D 7 F II Mv talk today is about/I want to tell you today about Telesmart. Add to mailing list? Yes To do: send copy of demo software Saying it accurately fl (Answers will vary. . [15] Jon: That sounds like a good idea. I'll show you how it can benefit your business. [14] Kay: Here's some more information on that then./in conclusion. mostly male. teenagers. Next/Then I'll outline the advantages compared to other packages available and. Telesmart is a convenient way of saving you money. В Answers will vary. Let's look now at/Movina onto my next point. П Sentences 1. The rest are false. Thank you for your time.which means that you can combine all your business communications in one single package. Now over to you. I carry out valuations and building surveys on properties for clients.. and 6 are true. 2./Firstly./lastlv.and so. [ 2] Kay: Hello Jon. Unit 14 Understanding Colin Field of business: Specialist stamp collecting book publisher. Customers looking for: information and books about stamps.) [12] Kay: Well. would you be interested in hearing more about our website design sen/ice? It would be a great way to publicize your services. can I help you? 2 What line of work are you in? 3 Who are your customers? 4 What do your customers want? 5 What challenges do you face in your line of work? 6 Would you be interested in hearingabouta new video link teleconferencing system that would allow you to have meetings with customers around the world? Unit 15 Understanding conversation 1: urgent close conversation 2: hard close conversation 3: emotional close conversation 4: urgent close 2 Saying it accurately 3 D 1 2 3 4 5 6 7 8 9 How do you think it will look when it's installed? How many can I put you down for? It's only available at this price today.UNITS 13-15 [10] [ 8] [ 1] [11] [ 7] [ 9] Kay: What challenges do you face in your line of work? Kay: And what do your customers want from you? Jon: Hello Kay.000 a unit when you order more than twenty. 9 an emotional close: 1.) 1 Hello. 7. 2 And so we can do £8. В 1 I'm [really] sorry but I haven't got any brochures left. What will you feel like when you can see the stunning designs in place? 4 Our fee is $ 10. But we only have this offer for a short time. Seller should not allow customer an easy wav out.99 per head for the full buffet.000 to supply hand-made Swedish desks and chairs throughout the whole office. 6 Saying it appropriately В (Answers will vary. Seller should have said: When would vou like to start? Seller's mistake: Seller should be quiet and let customer decide. 4. which is delivered promptly and is good value for money. Jon: We find it hard to get our message out to new clients without spending lots of money on advertising. Suggested answers only. The 24-hour call out feature is included in the basic package at no additional cost. 5. They should frame the request or sales pitch in an open wav. Otherwise. Shall we start the paperwork? Seller's mistake: Seller should assume customer wants to buy the product. I should point out though that there are only fifty units left in stock. Shall we start the paperwork? 3 It's only €10.000 for the whole audit. Saying it appropriately D speaker 1 С speaker 2 A speaker 3 В В Speaker 3 is likely to generate most interest because of the style of their approach.) 1 We have a special offer on this. Answer key 101 . 3 I'm [afraid] I can't help on you on this. you'll have to wait three months till the next shipment. What will people say when they see it? What will you feel like when it's in place? When would you like to start? В a hard close: 2. I'm Jon. Seller should have said: How many can I put vou down for? Get speaking (Suggested answers. Suggested answers only. 2 Unfortunately I forgot to bring my business cards. I'll ask a colleague.) 1 Seller's mistake: Seller should not use closed questions. Shall we start the paperwork? We only have this offer for a short time. Get speaking (Answers will vary. 8 an urgent close: 3. I do [apologize]. Jon: They are looking for a professional service. Seller should have said: It's a great opportunity. We've only got six of this item left in stock. When would you like us to start? 5 That means it costs only $5. Jon: Mainly small businesses or private purchasers. Saying it appropriately D 1 в 3 в 2 A 4 A В speaker 1: speaker 2: speaker 3: speaker 4: speaker 5: sincere insincere insincere sincere insincere Get speaking Saying it accurately D В 1 sorry 2 possible 3 work 4 not 5 rather 6 7 8 9 10 no time back thanks question В 1 No. 'really' with 'sorry'] but that's not possible.] Conversation 2 C2: Unfortunately. [Outside circumstances. would you say? • What are your goals for the next five years? • What do you feel has been your biggest achievement to date? • Why would you like to leave your current job? goals and ambitions work history 102 Speaking suitability for company and role • What do you know about our company? • What makes you suitable for this job.. 3 I'm afraid Idon't really have the time now. so I really don't need three licences. I'm sorry. Goodbye.. Note that all sentences from Saying it accurately 1 would fit here. [Uses emphasizers. 3 Sorry. butthat'sout of the question. but I can't change company budgeting policy. /I'm really sorry. aren't you?' .. [Outside circumstances/ explanation. We just don't have the budget to purchase additional software this year. 2 I'm really sorry.. [Apology] I'd lose mv job! We have to keep our independence from the computer industry.] С 1: No. [Apology] I'm a freelance journalist. В Answers will vary. I'm afraid not. that's just not possible.] C2: Sorry. Company policy doesn't allow me to make that kind of deal. [Outside circumstances. but that's not going to work. [Apology] I have an appointment in ten minutes.. I'm sorrv. Suggested answers only. 4 Sorry. that's just not possible . in your view? в Georgina Harris comments on Mansha Khan's age when saying 'Well. you are quite young. for example. but it's out of the question. but that's out of the question. I don't really have the time right now. (Answers will vary.] Unfortunately. Model answers in Get speaking 1.. Unit 17 Understanding П To find out about the candidate's: Questions from dialogue personality • What are your weaknesses. How do you think your employees will feel when you tell them those amazing rates? Unit 16 Understanding 2 Conversation 1 C 1 :l'm really sorrv. [Explanation. do you think? • What is good customer service.) 1 No.6 And corporate membership will work out at only £30 a month. UNITS 16-18 Saying it appropriately Saying it accurately D 1 2 3 4 5 П hire independently yourself situation greatest 6 7 8 9 10 rewarding challenges current see right В 1 Why do you think you're right for this job?/What makes you suitable for this job, do you think?/Why should I hire you for this job? 2 What do you know about our company? 3 What are your greatest strengths and weaknesses? 4 What has been most rewarding about your current job?/What do you feel has been your biggest achievement to date? 5 So why would you like to leave your current job? 6 Where do you see yourself in five years' time?/ What are your goals for the next five years? Appropriate questions: 1, 4, 7, 10. The rest are inappropriate questions. Get speaking (Answers will vary. Suggested answers only.) 1 Thanks for coming today, it's nice to meet you. What makes you suitable for this job, do you think? 2 OK, great. And what are your greatest strengths and weaknesses? 3 Uh-huh, could you give me an example of a time when you had to multitask in your current role? 4 That's good. And why would you like to leave your current job? 5 Right. And what are your goals for the next five years? 6 That's interesting. Thanks for your time. We'll be in touch. Answers will vary with regard to employing this candidate, but most people would probably think that the candidate answered the questions effectively. Unit 18 Saying it accurately Understanding Would you hire this candidate? Why/Why not? 1 Yes 2 No He effectively expands on details in his resume and talks about his relevant experience in depth. He does not reply using full sentences and so offers no useful or convincing information about his suitability for the job, even when pressed. She demonstrates that she has researched the background of the company and emphasizes the positive aspects. She answers the question honestly and shows that she is aware of her weakness and working to improve it. He misinterprets the question and does not listen when the interviewer tries to correct him. Candidate 3 Yes 4 Yes 5 No В 1 E 2 F 3 В 4 H There are no correct answers here. It depends on your opinion of yourself. Saying it clearly В conscientious creative dependable determined diplomatic enthusiastic experienced fair logical loyal methodical motivated practical reliable resourceful trustworthy Saying it appropriately question 1: candidate 2 question 2: candidate 1 question 3: candidate 2 question 4: candidate 2 Answer key I 103 question 5: candidate 1 question 6: candidate 2 question 7: candidate 1 question 8: candidate 2 Get speaking QandQ Answers will vary. Model answers in Saying it accurately 2. Unit 19 Understanding Sentences 1, 4, 5, 6, and 8 are true. The rest are false. Saying it accurately П Saying it appropriately Discussing employee's job description: 1, 3, 8 Assessing employee's performance: 4, 7, 11 Setting employee an objective: 5, 6, 12 Discussing employee's future development: 2, 9, 10 D В Manager: And so, as personnel assistant, your responsibilities include writing advertisements for vacancies, selecting possible candidates, and sitting in on the interviews with the relevant manager. ...1,3, 8 ... Employee: Yes, that's right, but I also carry out induction days for new employees and some in-house training for existing employees. Manager: Oh yes, of course. ...4... Employee: Well, I think I've done well. I've helped to recruit twenty-three new members of staff and carried out successful inductions with all of them. Manager: Yes, I've had some positive feedback on that. As for my personal opinion, ...7, 11... Employee: That's very encouraging to hear. Manager: Great. Right, some employees have mentioned to me that they would like to receive First Aid training. I'm all in favour of that so . . . 6 . . . Employee: OK. Should that be open to everyone in the company? 104 Manager: Yes, absolutely. OK, ...10... Employee: Yes, I'd be very keen to go on a management course. Thanks. Speaking 1 2 3 4 interested positive polite: assertive diplomatic: encouraging Get speaking П (Answers will vary. Suggested answers only.) 1 So, your main responsibilities are maintaining office services, supervising office staff, and overseeing office records and efficiency. Have I missed anything, Kamil? 2 How do you feel about your performance this year? 3 Yes, absolutely. My impression is that your performance has been very good this year. 4 I'd like you to implement the second phase of the office refurbishment, namely new furniture and equipment for the ground floor, by [indicate a deadline] March of next year. 5 Great. Moving forward, I think you should work to improve your IT skills. Perhaps we could look at training courses for that? В Answers will vary. Model answers in dialogue. UNITS 19-20 Unit 20 Understanding Get speaking Sentences 3, 5, 7, and 9 are true. The rest are false. D Saying it accurately 1 E 2 A 3 F 4 I 5 H 6 7 8 9 10 D С В J G Saying it appropriately D Those using an appropriate tone are speakers 1,4, 5, 8, and 9. The rest use an inappropriate tone. (Answers will vary. Suggested answers only.) 1 Excuse me, Karen, I'd like to schedule a meeting with you to discuss my position. 2 Thank you. I wanted to ask you if it would be possible for me to get a transfer to the US office? 3 I appreciate that. But I think you'll agree that I've been a loyal employee over the last six years and I'm very keen now for a new challenge and the opportunity to live abroad. 4 I thought that might be a problem, so perhaps you would consider this proposal. Would you be willing to see if any of the employees in the US office would like to do a job swap for a few months? 5 Thanks for your time today. I do appreciate that. Answer key I 105 Have you been here before? No.AUDIO SCRIPTS Unit 1 Starting a conversation Track 02 Alex: Sophia: A: It's a beautiful day today. what do you do exactly? [beep] How did you get here? [beep] How long did that take? [beep] Marseilles's really beautiful.. I help to look after people when they are sick. S: Oh. I oversee a team of 250 builders and twenty administrative staff. 2 I work in marketing. you must visit the Guggenheim Museum and the Empire State Building. . Where do you come from? A: I'm from Athens. 3 I'm a manager on a construction site. isn't it? Absolutely. it's my first trip. I love New York in the spring. My main responsibility is to promote new products ahead of their launch. we'd better get back tothe presentation. Track 06 So. It's a great place to live. which means that I help hedge funds and banks make sure none of their staff are doing anything illegal. then? [beep] Unit 2 Talking about jobs Track 09 106 Speaking 1 I'm a nurse. A: Really? And do you often find any illegal activities? S: More than you might expect! Anyway. What do you do? S: I'm a forensic auditor. isn't it? [beep] Where do you come from.. 6 I'm a project manager. [beep] That's right. 8 Unit 3 Showing interest in other people Track 12 C: Extract 1: For example. E: Really? C: For example. in Singapore you discuss prices much earlier in a negotiation than we do in Germany. I'm in charge of designing new buildings and pitching ideas to new clients. My job involves managing my customers' money effectively and profitably. And we should put a bit more in the budget for rent next year. I'm responsible for making sure that our projects come in on schedule and within budget. Track 13 [beep] C: Back in Berlin. I'm a banker. E: Really? C: Extract 2: Back in Berlin. [beep] Audio scripts I 107 .UNITS 1-3 4 I'm a PA. 5 I'm an IT programmer. [beep] And so we've got plenty of time to sort everything out. in Singapore you discuss prices much earlier in a negotiation than we do in Germany. I'd like you to go away and do some research about potential new sites. I've just found out that they won't renew our lease on this building. My company develops websites for my clients. [beep] The good thing is that we don't have to be out until the start of next year. My job entails organizing my boss's affairs. so we're going to have to find a new office space. I play for the company football team. [beep] Track 16 I've got some news. 7 I'm an architect. I play centre forward for the company football team. didn't you? 2 Have you spent time in our Washington office? 3 You approved our new brochure before it was sent to the printers. didn't you. It seems that our department will be affected. don't you.Track 17 1 I've got a new job! [beep] 2 I've been to Milan three times on business this month. [beep] 6 My secretary has just resigned. haven't you. haven't you. I think it's a beautiful city. Our department will be affected. Dan? 108 j Speaking . Matt? 5 Are you attending our conference this year? 6 You've seen our budget for next year. Lianne? 6 You've seen our budget for next year. didn't you. haven't you. T rack 21 1 You used to work for our new chief legal officer. Matt? 5 You're attending our conference this year. don't you. [beep] 5 I'm being transferred to the New York office. the company is going to make redundancies next year. Rachel? 4 You know our new CEO. [beep] Unit 4 Exchanging information T rack 19 Candy: Michael: The company is going to make redundancies next year. Apparently. didn't you. Rachel? 4 You know our new CEO. Dan? 1 You used to work for our new chief legal officer. aren't you. Christine Bender. Jay? 3 You approved our new brochure before it was sent to the printers. Christine Bender. Michael? Track 22 2 You've spent time in our Washington office. [beep] 3 I went for a walk in my lunch hour and it started to rain and I got soaking wet! [beep] 4 I missed my train and was late for the meeting. that sounds good. Look forward to meeting you then. I have a few minutes. But it's something that the board isn't keen on. [beep] Absolutely.UNITS 4-5 Track 23 [beep] Uh-huh. [beep] Oh. Mr Lee? 6 Do you have a moment to speak to me? Track 28 [beep] Speaking. [beep] Yeah. [beep] The idea sounds interesting. 5 May I ask you a question. But I don't think they will approve it this year because they have to wait until the new budget is signed off before making any decisions that might require additional funding. Maybe he'll convince the board in their next meeting. I've heard the same thing. so I'm told. [beep] Yes. I'm afraid not. [beep] Well. [beep] No. that's good news. Unit 5 Cold calling Tracks 26 a n d 27 1 Do you think that's something that might be of interest to you? 2 Could we set up a meeting for next week. [beep] Yes. Mr Lee? 3 My company specializes in designing bespoke software. Audio scripts 109 . 4 This is Tom Sweeney from Lermans and Co. yes. I think it's a great idea. [beep] 110 Speaking . [beep] Yes. [beep] 3 No. I'm afraid I can't do Thursday. it's Jan Stevenson here. I'm well. I'm afraid I have to cancel our meeting on Monday. this is Valerie Auguste from Finch and Co. [beep] Very well.Unit 6 Confirming or rearranging appointments Track 31 1 Hello.m. How are you? [beep] Ah. [beep] Hello. [beep] Of course. I'm looking forward to it. it's not Findon. because my partner will be in Shanghai and she really needs to attend too. that'll be fine. How are you? [beep] I'm fine. Joy Lee. [beep] No. I was going to call you today. I'm afraid. Wednesday isn't any good. [beep] 4 Yes. thanks. [beep] Track 33 [beep] Hello. thank you. F-E-N-C-H-U-R-C-H Street. [beep] Track 32 Giovanni Fabro. it's Fenchurch Street. And you? [beep] Yes. a telephone conference on Wednesday at 9 a. that's right. But I'm afraid I have to cancel our meeting next Tuesday. Hello. thanks. How are you? [beep] 2 I'm very well. would be great. Please could you ensure it's prompt next time. I'd like you to concentrate your efforts on improving them over the next quarter. I just can't believe that you hired them. because they are somewhat disappointing. which was extremely delayed. 5 I'm afraid that I'm not satisfied with the new catering company because their food was entirely unsuitable. Will you send me the details? [beep] Thank you. 5 I'm not satisfied with the new catering company because the food was disgusting. 4 There appears to be a problem with the accounts system. Goodbye. 4 There appears to be a problem with the accounts system. I'm afraid I'm out of the country on business then.UNITS 6-7 No. 3 I'm afraid I'm not at all happy about the budget for the new project. Track 37 1 I need to make a complaint about the latest sales figures. you were the one who installed it so I'm holding you personally responsible for this. Please could you revise it asap. Why is this? Whose fault is it? I want you to get to the bottom of it and tell me who I should shout at. [beep] Unit 7 Making a complaint on the telephone T rack 36 1 I need to make a complaint about the latest sales figures. Please could you revise it asap. how can I help you? [beep] Receptionist: Can I ask what it's regarding? [beep] Audio scripts I 11 . which is unsatisfactory. Lettermans International. which is unsatisfactory. Track 38 Receptionist: Hello. I'd like you to source some alternative suppliers by the start of next week. which is extremely disappointing. I'd like you to see that it's fixed by first thing tomorrow. because they are somewhat disappointing. I'd like you to concentrate your efforts on improving them over the next quarter. which is extremely disappointing. which was extremely delayed. What were you thinking? It was so embarrassing in front of our clients. I look forward to hearing from you. Now. 2 There seem to be some concerns regarding the latest delivery. [beep] A telephone conference sounds like a great idea. 3 I'm afraid I'm not at all happy about the budget for the new project. Sort it out. 2 There seem to be some concerns regarding the latest delivery. 3 I can imagine that was terrible. [beep] Janet: Unit 8 Not at all. we'll get this fixed as soon as we can.Receptionist: Janet: Please hold the line and I'll connect you. What can I do for you today? [beep] Janet: I'm very sorry to hear that. What went wrong? 3 And it was all your company's fault. 7 Could you tell me exactly what happened? 8 I do apologize for our part in this. at the latest. T rack 43 [beep] [beep] 4 So what are you going to do about it? [beep. Customer Relations. [beep] Janet: I hope so too. 4 I propose that we offer you some sort of compensation. What can we do to improve the situation? Janet: That sounds perfectly reasonable. Hello. 1 And I had to wait for over an hour at the airport before the taxi came to pick me up. [beep] 2 The whole conference was a farce! Delegates were wandering from room to room and nobody knew where they should be or what was happening. 5 I'll make sure that it gets done by the end of the week. 6 That must have been dreadful. [beep] [beep] Janet: Of course./ 112 1 Speaking . [beep] Janet: I'm Janet Green and I'm customer relations manager. [beep] Janet: By tomorrow morning. Dealing with a complaint on the telephone Track 42 1 Could you bear with me for 10 minutes while I get to the bottom of what went wrong here? 2 I'm terribly sorry for the problems you're experiencing. I'll have a word with our training manager today and set up a time for him to return to the offices. 6 7 Looking at the agenda. Let's get down to business. Perhaps we could make a start. [beep] Well. And speaking of staff. 5 On the agenda today are the following points for discussion. would you like to kick things off? Can you stop there. [beep] Anyway. Janine? 14 Do we all agree on this? 15 What do you think. [beep] Yes. firstly the food was delivered late. Simon? Audio scripts 1113 . As long as you can assure us that we won't have the same problems again. [beep] Unit 9 Running a face-to-face meeting Track 46 1 Thank you all for coming. my name is John Grant and I'm afraid there have been several complaints about the food that you supplied for our recent conference. let's look at point number one. 11 Let's not lose sight of the main objective here. Not very impressive. 4 The aim of this meeting today is to fix next year's budget. 3 I'd like to welcome you all here today. [beep] OK. Paul? Let's not get sidetracked. that's about the sum of it. when the food was finally served up it was cold and tasteless.30. it was 12. and by the time they started serving. you'll see that there are five things to discuss today. [beep] OK. I suppose that's acceptable. several of your waiters didn't seem to know what they were doing and ended up spilling food all over the place. that doesn't seem enough. 2 I'm glad you could all make it.m. 12 Shall we move on to the next point? 13 Any thoughts on this. and your staff didn't reach the building until 12. [beep] Frankly.UNITS 8-9 Track 44 Hello.m. We ordered Chicken Provengal and all we got was a lump of lukewarm meat swimming in a bland sauce with a few limp tomatoes. Let's get started. would you like to begin? 9 10 Lynn. 8 John.15 p. So. It was supposed to be served at 12 p. 16 OK. yes.. no problem. I think we can live with that. 18 So. Let's think about how we can make this work. that figure would cover manpower and insurance. it was great. yes. [beep] I'm afraid we can't go along with that. there's a conference room at the racetrack near the office and I thought that we could look into the possibility of having it there. [beep] Unit 10 Negotiating agreement Track 54 So I reckon we can do the whole job for you... did you see the Grand Prix last night? Nail-biting stuff. Another possibility is to pay us by the day for labour and materials? [beep] I take your point. Speaking of racetracks. [beep] Paolo: Yes. so we thought that perhaps this year it would be good if we asked some middle managers to do the presentations instead? [beep] Paolo: Yes.. 17 So. of course. I couldn't believe that last lap. [beep] Well. I heard that they have a large conference room and then a separate lounge area alongside. I don't think so.. but not materials. we've agreed the budget for next year. we had a series of speakers from the senior management team. Yes. [beep] Rita: Paolo: Urn. great idea. [beep] Rita: Paolo: No. [beep] Rita and Paolo: Yes. [beep] Rita: Sure. Track 49 Rita: Yes. that wraps up everything for today. I've had some thoughts on this. as long as the middle managers want to do it.. I'd be happy to. of course! It might be nice to include some interactive sessions for the rest of the employees as well. OK. [beep] Rita: Sorry. let's just summarize the main things we've agreed. to sum up. Last year. all in at $200.000. 114 Speaking . What does 'bull by the horns' mean? [beep] Pierre: . Emin. Kazumi. and Jake: [all speaking at once] [beep] Audio scripts I 11 . 7 Sorry. 9 Sorry. Excuse me.Kazumi here. 2 3 Before we start.UNITS 10-12 Unit 11 Assigning action points Note that the text for all the audio is on the page of the unit. but I didn't quite catch that.. How about we look at — [beep] Jake: Kazum i: . please? 12 Excuse me. I'll have to think about it and look over the figures more carefully. let's just check some ground rules for telephone conferences. . Firstly. Could you say it again. It's just I'm not sure what my manager will say if we go down that route. let's run through the agenda. It really is a difficult decision. let Zara finish. 6 One speaker at a time. especially in this climate... Could you repeat what you just said? 10 11 Sorry. Could you run it by me one more time? Sorry. this is Kazumi. [becomes very unclear] [beep] Kazum i: . please.. I just think it's time to take the bull by the horns on this one. It depends on a lot of things. but I'm not sure what you meant by that. I don't think Chris has finished yet. please always give your name first. Unit 12 Running a teleconference Track 60 1 Thank you all for participating today. 4 Right. I'm afraid I missed that. [beep] Pierre.This is Pierre. can I come in here? 8 Fabrice. 5 Sorry Hans. Would you mind repeating it? Track 63 Pierre: Emin: It's Pierre here. but I don't quite follow you... I'm just not sure that's going to work if we don't — This is Emin here.Jake here.. This means that you can combine all your business communications in one single package. And can I add you to our mailing list? Jon: That sounds like a good idea. Please feel free to ask questions. nice to meet you.. What sort of customers do you have? Jon: Mainly small businesses or private purchasers. Kay: Would you be interested in hearing more about our website design service to publicize what you do? Yes.. Kay: What challenges do you face in your line of work? Jon: We find it hard to get our message out to new clients without spending lots of money on advertising. I would.. what line of work are you in? I'm a surveyor. Kay: And what do your customers want from you? Jon: They are looking for a thorough and professional service. Telesmart is a convenient way of saving you money.Unit 13 Presenting a product or service Track 66 My talk today is about Telesmart. And so. Jon: 116 Speaking Kay: Here's some more information on that then. I'm Jon.. Now over to you. I carry out valuations and building surveys on properties for clients. finally. Then I'll outline the advantages compared to other packages available and. First of all. Kay: Jon: Hello Jon. Unit 14 Working on a stand Track 68 Jon: Hello Kay. Thank you for your time. which is delivered promptly and is good value for money. Firstly. I'll show you how it can benefit your business. I think it would be useful to keep up to date with any new PR ideas. . to sum up. Why is this important? Because it's much more straightforward than having a number of different providers for each service. a new communications package we're offering to our loyal customers. I'll demonstrate how it works. Let's look now at how much money this can save you every year. Kay: And what does that involve exactly? Jon: Kay: Well. I'll ask a colleague.UNITS 13-14 Track 69 1 What line of work are you in? 2 What does that involve exactly? 3 What sort of customers do you have? 4 What do your customers want? 4 What would help you to help your customers? 6 What issues do you face in your line of work? 7 Would you be interested in something that could make your life easier? 8 Would you like me to show you our new product? 9 Would you like to hear more about our new product? 10 Do you have a couple of minutes to look at our new product? Track 70 Speaker 1: Excuse me... Well. I forgot to bring my business cards. Track 72 [beep] Er. er. [beep] Well. our new mailing system? Track 71 1 I'm really sorry. [beep] I run an interior design company.. urn. but mostly it's shops or businesses.. it's hard to get a final decision out of our customers sometimes because the managers are dotted around the world in different offices.. I could show you the new mailing system. 2 Unfortunately. sorry. [beep] They want us to redesign their workspaces and oversee the renovation works.. 3 I'm afraid I can't help you on this. I'm just having a look. [beep] I have some private customers. hello. er. then. at work? . This can delay our projects and have an impact on our costs. but I haven't got any brochures left.. Audio scripts [117 . [beep] Yes. you need this new mailing system. I suppose. Speaker 2: Tell me about your challenges at work.Well.Would you be interested in something that could make your life easier. do you have any challenges. Speaker 3: What challenges do you face in your line of work? . I do apologize.. that does sound interesting. but no thanks. 10 Sorry. I'll get back to you on that one. 5 I'd rather not. that's just not possible. but that's not going to work. Speaker 4: I'm terribly sorry. 8 Thanks. 6 Thanks. 9 Thanks. thank you. Speaker 3: I'm so sorry.Unit 15 Closing a sale Track 75 For a hard close Flow many can I put you down for? Shall we start the paperwork? When would you like to start? For an emotional close Flow do you think it will look when it's installed? What will people say when they see it? What will you feel like when it's in place? For an urgent close It's only available at this price today. Tracks 79 a n d 80 Speaker 1: 118 1 Speaking Speaker 2: I'm really sorry. but that's out of the question. I'm very sorry. 2 Unfortunately. but I have to say no. 7 I'm afraid I don't really have the time right now. but it's just not possible. but that's not going to work. but that's out of the question. 4 I'm afraid not. . Unit 16 Saying'no'politely Track 77 1 No. I'm sorry. 3 I'm really sorry. but I don't have the authority to make a decision on that. We only have this offer for a short time. We've only got six of this item left in stock. but I'm afraid I have to say no. Speaker 5: I'm extremely sorry. Shall we set up a consultation meeting? [beep] But just think of all the additional customers that a new website would attract. interesting question.000.UNITS 15-17 Track 81 . And what has been most rewarding about vour current job? That would have to be when an advertisement that my team developed was nominated for Best Local Ad of the Year. for example. but I'd really like the opportunities that are offered by working for a large company. on the downside. I know that it's the second largest advertising company in the country and that you employ over 500 staff. Audio scripts 1119 . Uh-huh.500. But. Would that be of interest to you? [beep] Well. I'm very hard-working and incredibly creative. What do vou know about this company? Quite a bit.. That's right. Surely you don't want to miss this opportunity? [beep] We could possibly bring it down to $4. But here's my card and if you do change your mind. I'm also a bit of a perfectionist. Also. I think I'd be a good fit for the company. Unit 17 The successful job interviewer Track 84 Mary: Yiannis: M: Y: M: Y: M: Y: M: Y: Why do vou think you're right for this iob? Well. But I'm working on that! OK.. so I find it hard to let go of a project sometimes..and so that just about sums it up.. [beep] Really? But wouldn't you be able to make an exception for an opportunity such as this one? [beep] Track 82 And so our designers could completely revamp your website for just $5. as you can see from my portfolio. What are vour greatest strengths and weaknesses? Hmm. Well. the chance to pitch to big clients. It was great to get some acknowledgement for all our hard work. not-to-be-missed opportunity. I think that I'd be suitable for the position because I've had lots of relevant experience in my previous roles. that's a shame. tell me a bit about yourself. So why would vou like to leave vour current iob? Well. I've enjoyed working for a small company and learnt a lot. Now. Shall we start the paperwork? [beep] But this offer is a one-off. [beep] I've been there for six years now and I'm ready for a new challenge. 120 I Speaking . I had a great time while I was there. speakers and so on. catering. so that's how I ended up in Washington. could vou tell me about yourself? Candidate 1: Well. Candidate 2: Because it pays well. From what I've learned about the company.. so I studied that at college as well. I've had lots of experience that's relevant for the assistant's position. 2 Whv do vou want this job? Candidate 1: I'd like this job because it would give me an opportunity to work for a larger organization than I do currently and so broaden my professional experience. [beep] I'd like to gain experience in all areas of business. But I also have a tendency to take on too much. I'm 32 years old.M: Y: Right. Then I got my first job when I was. [beep] Well. I think this would be a great place for me to develop my skills and learn more about the business. [beep] Urn. so I'm trying to improve on that. made lots of friends and really enjoyed the course. yes. Track 87 [beep] Well. I really enjoyed math at high school. perhaps with a view to moving into a junior sales position. Candidate 2: I did Business Studies at Princeton and then joined Kays Brothers where I worked part-time while finishing my accountancy qualifications. I joined my current company five years ago and have worked my way up to audit manager. so where do you see yourself in five years' time? I'd like to be working as a senior advertising executive with a number of great campaigns under my belt. I organized the company conference last year and had to sort out the venue. [beep] Unit 18 The successful interview candidate Track 90 1 So.. but it all turned out well in the end. I was born in Vancouver but my family moved to the US when I was 16. My phone didn't stop ringing in the weeks running up to it. I'm very well organized and able to multitask. Candidate 2: I'm really good at motor car racing. 7 Candidate 1: Candidate 2: 8 Are vou a team plaver? Yes. Where do vou see vourself in five years? Candidate 1: I'd like to have retired and be sitting on a beach. I was part of the team of people who put together a successful pitch for a large multi-national client. We each played our part in putting together a great presentation and we ended up being awarded the contract. Candidate 2. I prefer to work by myself. Track 91 1 So. What's vour greatest weakness? Candidate 1: I can be a bit lazy. What is vour greatest strength? Candidate 1: I'm very enthusiastic. Not really. perhaps as a senior product designer. Candidate 2: I like to think that I would still be working here. 4 How do you cope with working under pressure? Candidate 1: I don't really like it. I have a tendency to take on too much. I'm always keen to learn new skills and move out of my comfort zone. Candidate 2: 5 I try hard not to let pressure get to me and just to concentrate on getting the job done. who is always dedicated to getting the job done. could you tell me about yourself? [beep] 2 And why do you want this job? [beep] 3 How would your colleagues describe you? [beep] 4 How do you cope with working under pressure? 5 What is your greatest strength? [beep] [beep] Audio scripts 1121 .UNIT 18 3 How would vour colleagues describe vou? Candidate 1: They'd say that I'm very good at team sports and that I'm always good fun. but I'm trying to improve on that by delegating wherever appropriate. Just don't ask them what I did after last year's summer conference! Candidate 2: They'd describe me as a team player. 4 Down the line. I'd like to ask for a transfer to a different department. [beep] Thanks. [beep] I think I've done well. that sounds reasonable. Unit 20 Persuading your manager Track 97 122 I Speaking 1 2 I think you'll agree that my proposal for unpaid leave is quite convincing. 3 I would like you to establish a job rotation scheme. Track 95 [beep] No. [beep] OK. 3 Would you be willing to support my request for extended leave? 4 I'd like to schedule a meeting with you to discuss my position. I think that about covers it. I've met all my targets in terms of budget cuts and I think the first phase of the office refurbishment was successful too. 5 Wouldn't you say this should be taken into consideration? . I expect you to organize this by the end of the month.6 What's your greatest weakness? [beep] 7 Are you a team player? 8 And where do you see yourself in five years' time? [beep] [beep] Unit 19 Carrying out performance reviews Track 94 1 How do you feel about your performance this year? 2 I've observed that you are steadily improving in all areas of your job. I think it would be helpful for you to develop your interpersonal skills. That's good to know. I'd be keen to work on that. [beep] Yes. job. [beep] I do understand. Wouldn't it make sense for me to attend a management training course? I thought that might be a problem. raise. maybe. We need you here.UNITS 19-20 6 I'd like to discuss my compensation with you. Would you be willing to support my request? Wouldn't you say this should be taken into consideration? I'd like to discuss my compensation with you. I do appreciate that. Track 98 1 2 3 4 achieved. 9 I thought that might be a problem. so perhaps you would consider this proposal. I wanted to ask you if it would be possible for me to extend my paternity leave. 7 Wouldn't it make sense for me to attend a management training course? 8 Thanks for your time today. Actually I'm free for 15 minutes now. much managed. skills organizing. [beep] Audio scripts 1123 . really. I'm not sure about that. Track 101 [beep] Yes. 10 I wanted to ask you if it would be possible for me to extend my paternity leave. But what would we do in this office without you? [beep] Well. such. I'd like to ask for a transfer to a different department. Don't you agree that my performance has exceeded expectations? I'm sure you can understand my concerns. sense. if that suits you. skills Tracks 99 a n d 100 1 2 3 4 5 6 7 8 9 10 I think you'll agree that my proposal is quite convincing. so perhaps you would consider this proposal. I'll need to think about it. of course. [beep] Oh. suggestions discuss. 0 . that’s where we can help.uk. M eetings.0 . Collins author Collins English for Business EFFECTIVE Collins INTERNATIONAL KEY BUSINESS SKILLS Barry Tomalin BUSINESS COMMUNICATION English for Business presentations.Collins English for Business T a lkin g is easy. www.748879-7 |«Ш 232391£ВЭ УООЦЗЗЗВЕЕВЗР If you need help finding our
[email protected] .com @ CollinsELT U /collinselt (M PO W ERED BY C O B U IL D . G e ttin g people to listen to you. negotiations ^ B u ild y o u r i n t e r p e r s o n a l skills 3*5 networking I/ BOB DIG N EN with Ian McMaster C1 P O W E R E D BY C O B U IL D 978 .co.collinselt. please e-mail us at collins. Bob Dignen.746056-4 978.0 0 . o r w o rk th ro u g h th e w h o le b o o k fo r a • Twenty 4-page units cover key areas such as netw orking. 9780007423231 < о 9 n7 8 0 0 0 7 м4 2 3 2 3 1 " > www. Y ou can ch o o se to w orl to yo u . M odel d ia lo g u e s p re se n t ke y p h ra se in d iffe re n t situ a tio n s. practical units A LSO AVAILABLE in the Collins English for Business range: Listening Reading Writing Business Grammar & Practice: Pre-Intermediate Business Grammar & Practice: Intermediate Business Vocabulary in Practice • The audio CD presents natural English conversations plus role-plays to help with fluency real language of business English • The re taken from the COBUILD corpus Collins USTENIN Collins Collins READING WRITING Ann* Chbom Ия* в .com - .collinselt. * * . Collins Collins Collins ■■'•яЬхёЩШ BUSINESSGf & PRACTICE -••-«I BUSINESS УОСАйш in PRACTICE *Y I S B N 978-0-00-742323-1 Щ You can trust Collins COBUILD The 4-billion-w ord Collins corpus is the world's largest database of the English language.Collins English for Business Do you find it difficult to communic Do misunderstandings lead to frust Would you like to be more assertive Collins English fo r Business: Sp eaking w ill hel| b u sin e ss. negotiating and telephoning • Clear navigation to key language in short. It is updated every month and has been at the heart of Collins COBUILD for over 20 years.