“4a1 “A ~B Il Rewrite these sentences using the passive. Use a phrase with by for the agent where necessary. 1 You can reach Gina Patel on 02288 33754, or at [email protected], Gina. Patel. canbe, reached. on, 02288,38754.,0F. 0 grabehBwiscn. £0. 2 The Regional Director will open the new store on 15 May. 3. Do you think the bad weather might delay the building works? 4 They may not have sent the payment to the right department. 5 People must keep the fire exits clear at all times, 6 Couldn't we hold the meeting in a bigger room next time? 7 We should pay this invoice by Friday. 8 We can't avold some of the technical problems. BB Jakob Nussala gives training courses in project management. Complete this interview about his work Using a passive form of the words in brackets. JOURNALIST: What are the main issues you deal with in the training you do? nko#: Well, project management is very complex. I's mostly about asking the right questions, Before 2 project, ou have to ask whether it 1..<81.be. dere... (can/ do} sitlikely that everything 2 (wil /complete) within the timescale? What resources 3 ‘will /need)? And so on. JOURNALS: Yes, and even if people prepare before a project, the follow-up 4. {may not do) saKo8: Yes, the follow-up 5 {must not /forget). We train people to ask the questions: How 6 {could /things improve) next time? What 7 (ought /change) in the future? 8 (could /the next project / complete) more quickly? Which people 9 (should/ inform) of the results? So, you can see, there are a lot of complex issues. © 20.1 Listen and check your answer EB A company is planning to expand their business into Vietnam. Complete this extract from a meeting using a passive form of the words in italics. KieRA: Right, so how's the research into the Vietnamese market going? ex: Well, 1 someone lent Hilda... Hilda, wa. Len... a helpful book about doing business in South East Asia. Also, 2 someone gave her some useful information by a research agency. KiERA: OK, then make sure 3 they give that information to everyone involved in this project. rex: In fact, Hilda said that 4 people have sent her alot of literature about business ‘opportunities in Vietnam. And 5 they've offered her. the chance to visit Vietnamese companies when the team goes there next month, iesa: That's fantastic. Now, our last Asian campaign was really successful - 6 they sold 1,000 units to Japanese customers as a result, ANNA: Yes,7 they promised me. a promotion after that campaign, but I'm still waiting . ‘eta: Thank you, Anna. Let's try and keep to the agenda. So we're planning something similar for Vietnam, with a launch at the trade fair in October. 8 They will send examples of our new product range t0 our local agent a week before the fair. Now, let's just check that everyone Understands their role in the project...20 cp AD i Read these comments by different speakers and answer the questions. ULLA: had my website designed by a local firm. kansTen: I got contracted to design a website fora new online ticket agency. GIACOMO: I got my speech written for me by a professional speech-wiiter. 20n0; Ihad writen a speech for our sales conference last year. yuwss: |had paid twice without realising it. ELENA: | got paid extra for running the firms stand at the exhibition, answer 1. Who wrote a speech? se, Who received money from somebody? Who asked somebody else to design their website? Who gave somebody money? Who paid someone to write a speech for them? Who designed a website? aunuwn i complete Using the collective brain How can one scientist 1...ave. midions. of starches. done... (have/ do millions of searches} on millions of computers without doing anything himself? The SETI (Search for Extra-Terrestrial intelligence) institute has found the answer. They have produced software that is downloaded ‘to millions of computers and then scans ‘the universe in the hope that radio signals 2 (will pick up) from intelligent beings on other planets. The theory is that extra-terrestral life fext using the words in brackets in a passive form from this unit. 3 (should / detect) more easily this way instead of 4 (get/ dos the same searches} by one or two large computers in an observatory. ‘Well a similar principle 5 (could apply) more and more in big businesses. The idea is tis: large corporations 6 (have / make / predictions) about the markets by their employees. This7. (can /do) via the company’s computer network. Hundreds of employees then make a prediction about something specific. For example, if 200 out of 250 employees all think a new line will not sel in Europe but 8 (could / market) successfully in Asia, this might be more reliable than ifthe company 9 (have / make / the same prediction) by a team of experts. Employees who predict the right answer 10 (get /award) prizes or small bonuses. Make it personal one freelance graphic designer said about being freelance. t get paid regularly and you don't get holidays! You agree 2 price with the client, then they want thn vaste ° ing! ibe your work situation informally? Can you think of things you can say about it ‘The passive 2 (modal verbs, two-object verbs, have and get}modal passives in reports © Here are some expressions based on modbl passives that ate very common in written business reports. They are less common in informal speaking ‘As might be expected, there s intense competition between manufacturers Itshould be noted that these ules arplyoniyin EU countries. Exchange rate variations should be taken into account / considered /included. The costof transporting the goods should not be forgotten. This can/could’should be seen/regarded as a major business opportunity: Itcould be argued that the over-60s.are our most important market these days. Expanding into South Asia may/might be described as the most exciting challenge we face ‘As can be seen fiom Table 4 of dis report, sales of soft chinks have increased sharply. (refers to places ina text) ‘We are making good progress in some new markets, as will be seen on page 28. A Don'tadd the subject it to as can/will be seen (not asitcan beseen / or asitwiltbeseen). Ii Rewrite the words in italics using a suitable passive modal expression. 1 You could describe our customer base as mostly well-off, technically-minded over-50s, Our customer base may/night. be. described. as 2. Iris obvious from the flowchart that the management structure is very complex. 3. We should not forget our environmental responsibilities when we design new products. 4 As you'd guess, our main competitors usually launch an almost identical product soon after we launch ours. 5. Well'see on page 40 of this report that growth in the airline sector has been slow. However, we should take notice of the fact that low-cost airlines have generally done better than large, national carriers 6 We must consider the current slowdown in the housing market with regard to projected sales for 2012. 7 You could say that tis isthe wrong time to launch a new facial cosmetic range, but our market esearch suggests the opposite. 8 Wecan consider 2009 to be our best year ever. Make it personal tae i iu He . ething important that must get done within the next month; ing you are going to have done (e.g. something repaired, changed, redesigned, replaced) ‘workplace or at home,ry 3 i 8 a 5 a rs gq 3 & & w Making your meaning clear and avoiding misunderstandings Lucy, 'm sorry. | think there may be a slight misunderstanding. Werte not advertising the new position yet. Read this comment from a manager to his team member, Lucy. What words does he use so that he doesn't offend Lucy? EX Rewording what you say You can use these expressions if you need to repeat what you say using different words: : Imean, in other words, let me putit this/another way, what mean is, what tm saying is, what lm trying to say i. ©) mean and in other Words are the most frequent. TWMadvertising is just a paid form of ran-personatcommunication, in other words you're paying a company to putinformation about ‘your product into some sort of media. We need to be proactive. What Imean is we need ta see where the market is going before it happens Ei Correcting yourself and other people B1 You can use these expressions if you need to correct yourself: ‘don't think thats right, |mean/meant, | should have said, Ithink ive got that wrong, my mistake, (Om sorry, what reallyactually meant wes. oer ete eaerae ony sad nerwe a nes anc ts 100m 463. Sorry, I mean 436. Sa,ir' model 8660. Oh, sorry, I think I've got that wrong / My mistake. | should have said 8&6 all vve deliver n 24 hours. meant/ What factually meant was we process he order in 24 hours. B2 Itcan sound rude if you correct someone else, so people often use indirect expressions such as [think /Are you sure? and, verbs such as may and might to soften what they say. Your wanted to speak to Henri Velbon? Ah, I think you may have been given some wrong in ‘resin our Pars branch mation. Hen isnt in this office: '&: Angela thinks the new Health and Safety Directive doesrit apply ro smal firms 8: Really? /Are you sure? /I think you/she may have got that wrong. ‘I'm not sure that's right. I Misunderstanding and getting things clearer €1_ You can use these expressions if you don’t understand what someone is trying to tell you or if you want to ask them to make things clearer: Could you explain that a bit more (for me)? 'm not sure! know what you mean. What does that mean (exactly)? What is that? People often use them together. Operational cost pairings? Could you explain that a bit more for me?'m not sure know what you mean. A Say explain something to/for someone. Don't say explain someone something. Could you explain the process to/for me please? (not Could yoxr explain me the process please?) 2 People are often polite and indirect about misunderstandings in order to maintain a good relationship. They use’softening words such as maybe, perhaps and slight, Pethaps I've misunderstood (you)? /Maybe I've got it wrong? Did you say we have to pay the nsuxance on the goods? (Vm afraid) there's been a slight misunderstanding. /I think we may have misunderstood one another. We thought you were going to send your legal representative ro us today. A Don't say (I think) you're wrong as you light offend someone, Making your meaning lear and avoiding misunderstandings“4A = See Unit 24 (Reported speech 2) and Speaking strategies 6 (Checking information).‘The physical sofety of your staff is your mos! important concern. Walk around your building and ask yourself these questions: Doors 1... AE. the doots locked ot righ!® 2 vcr the doors close properly? 9 vancnsnunne fit exits kept dear? |. Furnishings 4 cnn every employee have enough ight? 5 wenn tho carpet need replacing? | Fre 6 ceo the fre dlorm wok 7 iNested regulary? 8 employees know the fire dil? | General hazards 9 sau there any loose wires on the foo? == 10 there a firstaid kit available to all stall? b Complete the second part of the article using was, were, did, has or have. | | | z the accident happen? 6 When ‘you told abou ite | 2 What «the employee doing athe time? 7 this ever happened before? 1B cssnunnn he 0 she know the sofely procedures? Bown YOU Gare oF the hazard? ossnsnsonetho employee badly hur? O Wheto ‘you done to reduce the risk? 5 When the accident reported? 10 ‘you reviewed any safely procedures? There's a mistake on the front cover. What mistake. is, there?, Well it’s pretty bad, 'm afraid. Very. It has the wrong photo for the CEO. well, It’s a guy from the post room. \'m not sure. I found something else too. The text is the wrong colour. Pink. Anyway, we can do it again quickly. Intwo days, but it'll be expensive. eemvaununa Flfind out. Itreally wasn't my fault. 4A-D Ey Make questions by putting the words in the correct order. for / working / who / you fare /at the moment /?....Wine, are, ys. working ora. the. moment? you/are /in / involved / projects / what /? jobs / you / applied / how many / for / have /in the last ten years /? ever / colleague / complained / have / about /a/you /? 1 2 3 4 which / have /lunch / you / do / colleagues / with /? 5 6 to/you/ who / did / complain /?. 7 your performance / your salary / does / depend / on /? Make it personal 214 Listen tothe jestions in Exercise 5 and give answers that are true for you. Questionswith negative questions Negative questions have a negative verb. Use them when you want the answer to be‘yes: Isn't it nice day? (the speaker thinks itis anice day) Don't you ike the nev office? Can't we finish exis? You can use negative questions to persuade someone to do or think something when # you suggest an idea and want other people to say'yes'to it. Why don’t we /Can’t we vite some customers to our conference?(Let’s) '* you give your opinion and you want other people to agree with you. Isn'titabit expensive fora basic camera? Don’t you think ts expensive? Notice the meaning of yes and no when you reply to a negative question. Don't you like the new ofice? 2 Yes (Hike it) / No. (eon lke it) ‘A Negative questions about people's actions can have two meanings. Be careful because they can sound tude or critical. Didn't you email cl the egional offices?(1 Vm sure you said you did ~ Im just checking; 2 think you didn't and you should have done this) ‘a Three managers are looking at a new logo for their hotel chain and they have different opinions. 9 19 Write negative questions they could ask to persuade the others of their view. Sometimes more than ‘one answer is possible. Lee: Communications 1 hope everyone thinks t's successful Don't you, thnk. its uccees ul? / lent i, success? 2 Its very memorable 3. Lets useit for the new campaign Carole: Marketing 4 The colours are a bit bright. 5 | think the teddy bear looks a bit silly. 6 Let's do some market research on it. Martin: Sales 7 The teddy bear is childish 8 Maybe you can make ta bit less bright. 4 b Lookat these comments which Carole and Martin made to Lee about the new logo. What could these comments mean? Why might Lee be upset to hear them? How could you change them so that he wouldn't be upset? 1 Haven't you tested this with customers? 3 Aren'tyou going to change it? 2. Didn't we ask fora different colour? 4 Dont the design people do research? Make it personal Look at your company's logo or literature. How might you persuade your colleagues that it needs changing in some way? Write four negative questions to use.Question tags Read these two conversations. Which one sounds more natural and friendly? Why? The new receptionist is nice. >) ‘Yes. She's not very old. No. About 22, think, EX Forming question tags [AY A question tagis.a short verb and a pronoun, added at the end of the statement. A question tag changes a statement into a question. ‘AZ When the verb in the statement is positive, the verb in the tag is negative. When the verb in the statement is negative, the verb in the tag is postive, Statement Question tag Shes very nice. ‘She's very nice, isn’t she? She’snot veryold She's not very old, is she? Question tags make the conversation more friendly because they invite the other speaker(s) to answer. They are common in conversations and informal emails. They are not used in formal writing, [A3_ The form of the question tag depends on the main verb inthe sentence. Subject Main verb Tas te wasnt too late was it? We buy parts from them, don't we? Philip Boughtanewlaptop, _—_didn'the? You arent leaving, ‘are you? They were working today, weren't they? Theinvoice hasnt arrived yet, hasit? They | had missed deadtines before, hadn’t they? Sentences with modal verbs use the same modal verb in the tag, Sentences with Lets use shail in the tag. Business Class would be much more expensive, wouldn't it? We can’t compete with iarge manufacturers, can we? Let’ssiop now, shall we? A Sentences with used to have did/didn’t in the tag. You used to work at Zetac, didn't you? Aa Yes, She's not very old, is she? No, About 22, think A The question tag for I'm or present continuous is aren't? Vm ote aren't i? mn taking you tothe airport, aren't Notice the difference between have and have got. You have my email address, don't/haven't you? You've got my email address, haven't you? (not dert-yoe!) With the verb have, the tag with dois much more frequent than the tag with have. i Using question tags There are two main types of question tags: ‘+ Type 1: positive verb + negative tag You can use Type 1 when you think the other person will agree by saying yes: You know Donate, don't you? (think you know him. | expect you to say’yes:) & Yes, ve known hirn for yeas. ‘+ Type 2: negative verb + positive tag You can use Type 2 when you think the other person will agree by saying no & Text messages don't cost much, do they? (I think they don’t cost much. | expect you to say'not) 8: No, they‘ very cheap, Intonation You can use falling intonation a with tags if you are fairly sure of the answer, and rising intonation —* if you are not so sure. © 22:1 Listen and notice the difference. sure Unsure aaniewe! — She's not in our group, she? Wemetin Pais didvtwe?— WemetinPa ee She's nat in our group, is she?a A i Complete these sentences using the correct form of do. 1 You work with Jenny Sharpe... you? We never reach our sales targets, we? ‘The warehouse didn't open yesterday,. it? ‘She's not here yet. She always arrives late, . she? ‘We got some interesting news today, we? he? 2 3 a 5 6 Nick doesn’t workin the Sao Paolo office any more, 7 These prices need t0 Go UP, ennthey? 8 Melanie travelled a lot last year, she? 9 This phone doesn't have an external line, ie O We don’t use this old contact list any more, we? ‘Add question tags where possible to these conversations to make them sound more natural and friendly. Make changes to the punctuation as necessary. 1. Tmt: Youdon't know each other... 49,404? RON: No, we haven't met before...» have. we? usa: No. mLisa. How do you do? . 2 ki: They delivered the order on time. LUCA: Yes, but they didn't deliver it for free. amt: No, that’s true. 3 ALMW: The meeting lasted a long time. . PILAR: Yes, marketing meetings always last for hours... ALAN: Yes, and they'te so boring. PILAR: Ineed a coffee! Let's go to the cafeteria, 4 ally: We don't have a distributor in Moldova. NUALA: No, but we've got some contacts there. aul: Oh yes, Vimala was there last year. fd forgotten, 5 ANGIE: The delivery hasn't arrived yet. si: No. Itnever arrives on time. anGie: No, never. 6 BLAKE: Michelle isn’t working at the Paris office any more. . 10AtA: No. She works with Gosia in Warsaw now. ‘LAKE: Yes, I think you'te right. 7 Nona: You've got the agenda for the meeting, «15s: Yes, and you have the presentation on your laptop. Nona Yes, So everything's ready, See you later, 8 JAN: We weren't advertising much in the Italian press. 208: No, but we had web pagesin Italian. JAN: Yes, I guess the website was enough.22 “A Question tags EX Complete this discussion about a new online brochure using question tags. BRIAN: I've just got the new brochure for the website, We could have a look at it now, 1... <2uldn't. We... ? ‘on: Yeah. We should look at it it's going to be great having it. I's got everything we need, 2 ? BRIAN: Yes, you've got everything in one place now, 3 2 TONY: Great, s0 I'l be able to visit a client with that now and be completely confident, 4 7 Stu ight, And i we need to make any changes, we can update the brochure as necessary. We might need to change things occasionally, 5 2 ‘on: Yes. Itused to take ages to make changes to the old paper brochures, 6. 2 Now, Ive gota meeting on Friday with Cattlans. You can't get the final version ready for that, 7 2 BRIAN: Probably. But you'd need it by the end of Thursday, 8 ? TONY: Ah, yes, please. Il be going straight to their offices on Friday morning. BRIAN: OK. | should get it ready by Thursday morning, then, 9 70 you can read it before your visit. TONY: Yes, ideally. Now, | mustr't forget to confirm the meeting with Cattlans, 10 2 Il Write questions using question tags. 1. Aska colleague if they are the new IT manager. You expect the answer to be yes. You're the. new. JT. anager, aren't. wu? 2 Aska colleague if they need the spreadsheet any more. You expect the answer to be ‘no! 3 Ask someone if you should book a 1oom for your meeting. You expect the answer to be'yes: 4 Ask someone if their firm has a branch in Amsterdam. You expect the answer to be yes: 5 Aska colleague if Linda works on Mondays. You expect the answer to be’ 6 Ask somecne'if they used to work in sales. You expect the answer to be'yes. 7 Ask someone if the members of the Board seemed interested in further talks, You expect the answer to be'yes. 8 Ask someone if photo paper can be used with this printer, You expect the answer to beno: EX © 2222 Listen to the intonation that the speakers use. Decide if they are sure about what they are saying, or not sure. 1. You're working on the Westin project, aren't you? Sune, 2. We're not using this version of the spreadsheet any more, are we? 3» Laila’s got a new job, hasn't she? 4 We could send them our latest report, couldn't we? 5. They said they would finish by 4:30, didn't they? Make it neon a uations where you could use question tags in your job e.g. with a colleague, a customer, ou }0 you think they are suitable for all those situations? Why (not)?information Sometimes, you do not know if the answer to a question will be’yes'or'no: There isa third type of question tag for this situation, which has a positive main verb and a positive verb in the tag. You can use this type of question tag when you want to check information. All the other grammar rules are the same as for Type 1 and Type 2 question tags. ‘Type 3 (positive + positive) She's the Human Resources Manager is she? (i don't know if she is or not) 8. No she’ the Financial Controller ‘Pou! Summers owns the company, does he? (I don't know if he owns it or not) 8 Yes he actualy started iin 1997 ‘These question tags are common in business, when people need to find out or check information. They have rising intonation —™, © 22:3 Listen to the examples above. TG @ Complete these sentences using Type 3 checking question tags. 1. You work with Charles, ..40. You... ? Thisis your copy of the business plan, They sold their shares in ZetaG, ? 2 3 4 This voice recorder has a USB connection, 2 '5 The design team have sent usa drawing, 2 6 We can get a price quote,. 2 © 224 Listen and check your answers. b © 22.4 Listen again and repeat each sentence to practise the intonation. EZ Read this conversation about plans fora trade show. Add checking question tags where possible and make changes to the punctuation as necessary. aut: Sharon wants some photographs... 40es.2h€...2 fia: Yes, some Aé-size photographs. PAUL: She's going to use them at the Commercial Vehicle Show. ria: Yeah, we'll have to get them printed by the end of the month Aut: And we ordered some stickers for the show. rita: Yeah. PAUL: It would be nice if we could puta sticker on every invoice we send out before the show to get people interested in visiting our stand, fut: Yeah, | agree. aut: We can get some more made in time. ri: Yes, they normally do them in 24 hours. PAUL: OK. You'll see to that. ria: Yes, Il doit right away. Make it personal Think of four things you are not sure about or really do not know, connected with your workplace or your : It could be where you can find or do something, or how you do something, of who somebody i Jobs Write four questions with question tags of different types that you could use to checkReported speech 1 (statements and instructions) Read this extract from a report from a British Printing Industries Federation Survey. 10.9% of employers said temporary workers were not required to speak and understand English, even for health and safety purposes. ‘What do you think these employers actually said to the researcher? - BX Reporting things people say AAI When you talk about or report what someone said, you can use the same words as the original speaker. 1s not my fault’ She said Tes not my fault: ‘AZ You can also use he/she said (that).The verb the original speaker used often changes to a past form but if you report the ‘original words soon afterwards, you can use the same tense. ‘tts not my fautt’—> She said (that) it wasn’t her foul Ym leaving tornorr01v'—> She said (that) she's leaving tomorrow: (or she was leaving) [A3 You have to add a person after told, but not after said or explained, He told his boss /me /a colleague (that) he was ieoving, He said /explained (that) he was leaving, (net Hesctdtme hemarieaving) i Changing the verb form The verb in the reported statement often goes back’a tense, but you do not need to change past simple to past perfect. Would, should, could, might and used to do not change. not working on Fray: He said (that) he wasn’t working on Friday "don't like conierences' ‘She explained tthat) she didnt like co ‘flew fst class to Rio” She said (that) she flew fst class 10 Alo. (or had flown) ‘I wasn't feeling we! He said (that) he wasn’t feeling wel, (or hadn't been feeling) haven't seen Calin’ She told me (hat) she hadn't seen Colin. have been working a! doy’ Yt help you with the part Jean't understand it. He explained (that) he had been working al cay, She said (that) she would help mewith the report, He told me tha’) he couldn't understand it, may be iate for the meeting She said (that) she might be love for the meeting \We must be losing money. He said (that) we had to be losing mone. (or rust be) ‘!would / should / could / might / used to cycie to work’ > Hesaicl (thet) he would / should / could / might / used to cycle to work bhdbdddidd B2_ Use the same tense changes with know, think, realise, believe. Mili didn't know/think/realise you worked here, & Changing time expressions You often need to change time expressions in reported statements and instructions. ‘yesterday —> the day before the previous day today — that day last week» the week before/the previous week this morning» that morning fomorrow —> the next day /the following day next week the following week You have to sign the contract by this evening; —> He told us we had to sign the coneract by that evening, BD Reporting instructions and requests Ifyou report what someone tells someone else to do, use ask/tell + someone + fo-infinitive, ‘Sue, could you call the IT Manager? —> Sue's boss asked/told her to call the IT ManagerA,B i @ Read the results from a survey on outsourcing, Report each sentence using said. Change the verbs to a past form. 1 66% of respondents are disappointed with the results of outsourcing their contracts. hi. said, that, Hoey, mere. disappointed. with the. results. of outsourcing their contracts, 2. 49% have seen only part of the benefit they expected from outsourcing. 3. 39% will renew their outsourcing contract with their existing supplier. 4.15% plan to bring the service back in-house. 5. 78% are satisfied with the service provided by their main outsourcing supplier. b Read the results from a survey of the print brackets. Change the verbs to a past form. industry. Report the sentences using the verbs in 1 .T1.25. of employers. and. 37.6%. of employees. agreed. tha. employces..were..equlariy, briefed. on. the. RIOR OY Ss. PRFOTPANE so is (agreed) 2 ase - (thought) 3 . (believed) 4 (said) 5 (stated) > You can read the original survey reports on page 222. Four colleagues are meeting to choose a corporate gift fora client. Report their meeting, changing the verb __ Tim, sid. tnab. croesing. te, right gif, forms where possible. ‘nt Choosing the right gifts difficult. ve been looking at the catalogues and | haven't found anything. We could give the client a clock. KLARA: We used to give people clocks years ago. But theyre bad luckin some cultures. I might do some research on that. ‘Yun: We should give something fun, like an electronic sudoku. Ill look online, Faria: We must be careful because we can't have things like wine coolers or penknives. And as Klara said, if we choose the wrong gift, we may run into cultural problems.23 | “4B,D El You showed some potential clients around: your office yesterday. Read what some people said during ther visit. Can you pick us up We didnt sleep well oder sone aes) atour hotel? 2 3 ——— Please don't smoke) We've met before, z 9 3 Can you speaka litle slower? We'e definitely going to place an order. ee ee Tell a colleague about the visit, using reported speech with said, asked or told. 76 1 live near their hotel, so they... asked. me. te, pick, Hhem, ap. will you show our visitors round the building? cae Don't leave your valuables in the meeting room. é There are some noisy building works in the hotel and they. None of them had had breakfast, so One guy spilled coffee over my suit. He was embarrassed but | They all wanted to see the offices, so my boss 2 3 4 5 6 We're always worried about security, so! 7 One woman got out a packet of cigarettes, sol 8 | was speaking a bit too fast and one of the guys 9 I recognised one of the group and! 10 ‘They were impressed with our service and they. <8 ED Complete these conversation extracts using the correct form of the verbs in italics. 1 Mywife works in Accounts. 6: | didn't realise you... Were... (be) married, 2. & Iloveall the travel! do inmyjob. s: Ob, Ithought you (not enjoy). 3. & Myjob isnt going very well. & Hm. knew something (be) wrong. 4 © Youcan fax the order. &: I thought you (aot use) faxes any more 5 A: Canyoucometo the meeting? &: I didn't know there (be) a meeting, 6 Jonhasn't qualified yet. But Ithoughthe (do) all his exams. “ He asked how much the car was. (not Hewiiiehweasthecat) A Don't use do/did in reported questions. rar hewanted. (not whatdic hawor) She osked ‘A. Don't put a question mark atthe end of reported questions. (not Heasiedmnewhosyhaaraas!) ~4See Unit 23 (Reported speech 1) forrules on tense changes in reported speech, A2 When you report wh- questions, you can use ask (someone) / want to know + question word (e.g. who, what, how much) Where s the meeting?’ > He asked where the meeting was (net wherewasthemecting) When can I start? — He wanted to know when he could start ‘A3_ When you talk about or report yes/no questions, you can use ask (someone) / want to know + iffwhether. le shop open yet? 3 She wanted to know ifthe shop was open yet. Do you speak any other lanquages?”—> He asked whether she spoke anyother languages. ‘A4 With ask you can put the person asked after the verb. He asked me who my boss was (not Heasket fore) A Don't put the person after want to know. (not HenantecHoknonmewhereassias) EB Asking polite questions You can use the reported question structure when you want to ask or request something politely, We often use Do you know ? Can/Could you tell me ...? Could Ijust ask you ...?! wonder ... in polite questions. Direct question ‘More polite question What time isi? Do you know yh How much iit? Can/could you tell me how much itis? Is there a restaurant near here? Could I just ask you if here’ a restaurant near here? A Don't use a question mark after wonder f+ reported question structure. uld open the window. (not Hwenderityou couldepen the winder’) Iwonder if you c I Saying that you are sure/unsure about something You can use the reported question structure with be (not certain, be (not)sure, have no/an idea (not) know and wonder. We're not sure what we should do, Ihave an idea wiy they cidrit buy our products Iwas wondering iho the new manager was,“4A1-2 ~4A3 Iii Some HR staff are telling each other about inappropriate questions that job candidates have asked them ininterviews. Complete the reported questions. 1 ‘How many personal phone calls can | make a day” (One candidate asked me... ew. mary. personal shone. cals. he. alld. ake. day 2 ‘How many days a year can I take off sick?” Someone asked me 3 ‘When will get a pay rise?” (One candidate wanted to know 4 ‘How much do you eam?” One candidate asked me. 5 ‘Why did you keep me waiting before the interview?" Someone asked me 6 ‘Whois the worst candidate you've interviewed today?” (One interviewee wanted to know 7 ‘Which five-star hotels will stay in when I travel on business?’ Someone asked me. 8 ‘Where can | get the best lunches near to the office?’ Someone asked me. I During a meeting with a supermarket’s Customer Relations department local people asked questions about a new food store. Complete the reported questions in the supermarket’s report from this meeting. 1 2 3 = nel ‘Areal your sara Do you do home: even?) organic? 2 a Do you offer free ‘Are you going to source your food products locally? * 7 enlonderm you open on Sundays?) © (reusable bags instead of ( \ stopong oninr plastic bags? 7 9 10 Is there disabled Be you seo sellyour (~ Will someone help ‘Are you going to ask access? own branded) with packing? for our comments again products? I in a few months? They wanted to know 1 Customers asked. f/ivhether. we..are/wvere. going. to. source. our, food. products, locally, 2 They wanted to know 3 They asked. 4 They asked 5 They wanted to know 6 They wanted to know 7 They asked 8 Theyasked 9 0 They asked24 4A3-4 EY a © 24.1 Listen to the questions and report what they ask. 1 He, asked. (me). wanted. to know, owmary. ours. day, | worked. 2 3 4 5 6 7 8 b @ 24.1 Listen again and answer the questions so that they are true for you. <48,C EJ The participants on a training course are unsure about some of the course details. Complete their questions using an expression from each box. You will need to use the expressions in Box A more than once. ® Canyoutelime I've noidea how many —howlong how much Do you know Vim not sure # when whether Could Ijustaskyou | wonder which who 1 ..Be, you know. 4. we geta certificate at the end ofthe course? 2 department wll do the training fist? 3 will be running the sessions? 4 we have to take a final exam or not. 5 each training session will last? ‘ the course starts and finishes. 7 previous knowledge we need to have? 8 sessions we have to attend, 4A-C EW Find and correct seven mistakes with the questions in this article about the dangers of internet shopping. How safe is internet shopping? Finance companies always say they offer security thacallows customers to conduct ‘most internet financial transactions safely. But no system is infallible, as 25,000 customers of an American online travel company discovered recently Daniela Robertson was one of those affected bue she had no idea her card details had been stolen until she tied to buy a sofa and was refused credit She immediately called her credit card 1. asked. them 2 Make it personal company and asked o-them whae the problem was, ‘The company did the usual securiey checks. They asked whar was her password. They also wanted to know how offen she paid off her credit card in fullz “They asked to her when she had lase visited Rome, beeause someone had just used her card to spend £2,500 on clothes there. She wondered how that could happen when she was not there? ‘They also wanted to know her if she hhad bought anything on the Intconec recently. She remembered shehad booked ‘hotel room online the previous month for her holiday in New York. When she realised her details had been stolen, Danicla asked the credie ‘card company what should she do and ‘whether she could get a new credie card. ‘Think of an interview or some market research you were involved in and report some of the questions. Reported speech 2 (questions)business letters ‘When you make written requests in English, you need to use appropriately formal and polite language. Here are some useful expressions for making polite requests in business letters. We would be grateful for any information you could send us concerning this matte. 12We would be grateful if you could send us details of schedules. ‘(We would appreciate it if you could ser us further details. ‘1/We would welcome ary cdvice an local markets Would you consider sending us some fee somples? Would you be willing to offer us 0 discount? (would you be happy/prepared to offer us a discount) Please let us/me know when we can expect delivery of our latest order = Please let us/me know if you require any further Information. Please inform us/me of/about any cossible delays. Please inform us/me if you ore oppvoached by any othe Interested companies, Il Rewrite these written requests in a more formal style u: 1 Please confirm receipt of our order, (grateful if) We mould. be. grateful. 4 you could. confirm. receipt. of our. order. 2. Please send your payment on receipt of the goods. (appreciate) 1g the words in brackets. 3. Are there any job opportunities in your company? (inform) 4 Can you offer us a reduced price for bulk orders? consider) 5 Are you bringing out any new products this year? (inform) 6 When will this year’s price lst be out? (let) 7 Canyou accept workers on a temporary basis? (willing) 8 Will there be any changes to my insurance policy? (let) 9 Please give us some feedback on our services. (welcome) 10 Can thave the opportunity to meet your personnel manager? (grateful for) Make it personal ‘Look at a business letter that you or a colleague has written recently in English. Rewrite any requests ye expressions above, shee ete letter, then write one of your own. Try to include at least four formal requests.Pes aeca lb LL. id Checking information ‘We could order them. They'd be about two, three weeks. Read this conversation between a shop assistant and a customer. ‘Two or three weeks? Mm, So you don't know any ‘other bookshops? How does the customer check ‘what the shop assistant says? Shop assistant EX Checking information You can use these expressions to ask someone to repeat what they said: What? Somry?'m sorry? Pardon? What did you say? Sorry, | missed that. Can you say that again? 4 Ined the sales pak by next Tuesclay 8 Sorry, | missed that. What did you say? A. Be careful to say What? softly orit can sound rude. Use Sorry? if you're in doubt. Ey Repeating words and phrases B1_You can repeat the important words you hear with rising intonation to check something. You can also add did you say? lets meet atten oclock Ten 6k? Ten oclock did you say? B2 You can repeat words with faling intonation to confirm or agree something. J: te meet atten otck 8 OK. Ten o'clock, (then) Osser sten and notice the difference. i Using statements as questions 1 You can repeat a whole statement as a question to check what you heard. A Hes selling his shares 8 He's selling his shares? 2 You can also use statement questions to check your understanding of a situation. They said they could do it, ® So, they're confident about finishing by May? The complete rewrite of the software? A Don't use a statement question if you want to ask about a new topic that you haven't talked about before. BD Using echo questions You can use “echo questions’ to check one key piece of information. These are words or whole sentences with a question word atthe end, Tim went to Oslo last week. 8. He went where? & Weie holding a conference in May. &: Youte holding it when? ’: Hes giving a presentation 8 He’ doing what? A: They're about €300, © They’e how much? A Don't use why in echo questions. &: Why did he go? (not Mewentaty?) “See also Unit 21 (Business talk) and Unit 22 (Question tags) for questions to check information. & He went to Par ‘Checking informationPractice isten to six extracts from a conference call, “AB Ba Qsso2 For each one tick the checking expressions you hear. if2[stalsie What? Pardon? Sorry? im sorry? v (What) did you say? Can you say that again? Sony, missed that. Repeated words v b @S56.3 Listen and use the expressions in Exercise 1a to check what you heard. “CEU Complete these conversations using the correct form of the words in brackets. Where appropriate, write statement questions. Otherwise write questions with normal question word order. 1. HAZa: | started my new job last month. So far so good OpILE: (you/enjoy/t So, .. you'r. enjoying. Ue..2 Hazel: Yes, lot and the boss, he’s really nice. pice: (youslike/him) then? haze: Yeah, a lot, He's very organised. So how are things with you? (you /sell/your house yet) (DIE: No, we haven't. Our buyer changed his mind and pulled out. 2 Peccy: Hi.You‘re back! (you /enjoy/ the course) 03s: Yeah, Ileamed alot. m now an expertin managing change! Pec: (ivuseful So, ? 038: Yes, very useful. And the people were a laugh too. Pea6¥: (you /have/a good time) «then? 058: Certainly did, (everything/OK/here) cacy: Yeah, fine, Not much has happened. oss: (it/be/quiet? So, ? eGov. Yes, it's been extremely quiet. But now that you're back, | suppose it’s all going to change, isnt it? 4D El a Complete these echo questions using the words in the box to check the information in italics. howlong how much what” what when where 1. manacem: Now first ofa Id like to talk about the auditors’ vist COLLEAGUE: Im sorry - you'd lke to talk about... Wlal...? 2. MANAGER; They'll need six days to do a complete audit COLLEAGUE: They'll need 2 3. MaNacER We hope they'll be able to start on 22 March. COLLEAGUE: So, they'll be coming 5 4 MANAGER: im going to let them work in the first-floor conference room. COMLEAGUE: They'te going to work 2 5 MANAGER: They're going to check al staff expenses again. COLLEAGUE: They'te going to do. again? ‘6 mance: Last year they found £800 of fraudulent claims. COLLEAGUE: They found i ? b @ 556. Practise the conversations: ith the recording. Take the role of the colleague“est 6: Units 21-28 Make questions by putting the words in the correct order. 1 for /do/ who / work/ you /?...Wite.d0. you. works for? 2 3 4 5 6 7 8 9 10 at ‘which / with /do// person / you / most time / spend / work /? worked / another / you /for /have / company / ever /? your / you /to/ near/ live / work / do /? partner / does / what / do / your /? you / week / did / manager / see /ast / your /2 is/job / what / your title /? company /how /is /your / old /? many / does / employ / how / people /it/? your / happy / you / ate /in / job /? 11 starting / how / was / your / much / salary /?. 12. good / school / student / were /you/a/at/2 ‘Complete this conversation between two colleagues using suitable question tags. ANNE: Carlos is retiing soon, 1. isn Me? MELANIE: Yes, he's worked for this company for 30 years, 2. ANNE: He used to work as an assistant in the early days, 3 (MELANIE: He had a lot of original ideas back then, 4. ANNE: Yes, so he was promoted very quickly, 5 MELANIE: | bet he won't miss us all when he leaves, 6. ANNE: Maybe not, but we'll miss him, 7 MELANIE: He's planning to do a lot of travelling, 8 Anne: He hasn't visited many countries before, 9 MELANE: He can’t speak any other languages, 10 ANNE: So, he needs to lear some, 11 MELANIE: We haven't got him a leaving present yet, 12 ‘Anne: No, not yet. And we should organise a party for him, 13. MELANIE: Yes, he might be sad if we don't do anything special, 14 Correct the mistakes in these sentences, One sentence is correct. 1 He told me becoreful...¥0.be. careful 2. She asked me can you help me. 3 Ididnt realise itis o expensive. 4 She said | will be here tomorrows (tis was three days ago) 5. They said they might reduce the price. 6 She told to me to call back later. 7 We said you that the design could be ready in 48 hours 8 Didn't you know the meeting starts ten minutes ago?Read these comments about an e-book posted on the author's blog. Report them, changing the tense whenever possible. 1 What Des Walsh has done is fantastic. His book makes blogging easy and helps you do it yourself [Andy] ‘Andy said that what Des Walsh....nad. done, ids, fantastic... He told us that his book 2. We'e in the process of doing a blog. Until a week ago, we knew nothing about blogging, it's amazing what a person can learn ina week. [Ron] Ron said He said that until a week ago He added that @ book you can easily read in one afternoon. But you'll go back to it again and agai Bill said it He added that (Bill) 4 Hove the book! [Jean] Jean said that. 5 If you are looking for a basic understanding of blogging, this is the book for you. Des delivers a message that all bloggers will appreciate. (Sam) Sam said that if He also said that Des Delete any unnecessary words or punctuation. 1. He asked terme what | did in my free time. 2. He wanted to know me if liked Mexican food. 3. Heasked how many holidays do the managers have. 4 He asked where I had been on my last holiday? 5. He wondered if whether | travelled a lot in my job. b Insert one word in each sentence. 1 Can you tell A which your favourite country is? 2 lim sure if itis Turkey or Peru, 3. | wondering when the best time to visit South America is. 4 | would appreciate if you could email me the information. 5 | would grateful for any advice you can send me, Complete the written requests using the words in brackets so that they are more polite. 1 Email us your latest price list. (appreciate) JANE. wold. apreciate, i. Hf, you..£2us4... email us your latest price list. 2 Can you work weekends when necessary? (willing) work weekends when necessary? 3 Can you give us any suggestions to help improve our training programme? (welcome) suggestions to help improve our training programme. 4 Will there be any changes to the schedule? (inform) any changes to the schedule. 5. When can we expect to receive your proposal? (et) we can expect to receive your proposal 6 Could you let me know your decision by the end of the week? (grateful) Jet me know your decision by the end of the week.Verbs and objects Read these comments by people who are talking about what motivates them at work. a” Which of the verbs in italics have objects? What are the objects? The company offers fantastic opportunities for promotion. b Which verbs do not have objects? They encourage us Ihave job security, eau My boss really appreciates me and praises me when | do good work. Conflicts and disputes with management seldom happen. ‘We have to work hard but we get ots of breaks. BX Verbs with or without an object | verb indirect object direct object A The object comes immediately after the verb and before They don'tgive theirworkers enough time oft. any adverbs of place, manner or time. An object can be Canyou send me thefigh dennis? one word or several words. — Here are some common verbs that take two objects: subject verb object adverbs ask, bring, buy, find, give, hand, make, sel, send, 1 phoned him yesterday moming showtel, WE ise.“ GanRenDGiera oveneas Con you send the delegates that ist ofnames? And make me acopy t00, We showed the vistors the new mac ‘A2 Some verbs need an object to complete their meaning. 1B2_You can also use a preposition + noun structure for the indirect object. The direct object comes before the indirect object in this case. Here are some very common verbs used in business with an object: bring, buy, call, contact, find, get, keep, lke, make, need, produce, raise, sel spend use, take, want. Can you send the ist ofnames tothe delegates? And make We should contact the manufacturer as soon as possible ‘acony for ime too vellcboctinais We showed the newemachines to the visitors, At present! think we sell about two hundred units per month. B3_ You must use a preposition when the direct object is an unstressed pronoun (e.. it, them) and the indirect object @ Hereare some very common verbs used in business isa noun. without an object: agree, arrive, come, fall, go, happen, tive, rise, stay talk, |A3 Some verbs almost never take an object. What did you do with the agenda? oe ® [sent if Francesca. (not sent Francesca) {took some photos and showed them to our cent ‘Motivation usually increases when a person salary rises (not showectouretaneshons) Do you agree? If both objects are pronouns, you can use the indirect + Can you let me know when the new Sales Director arrives? direct object structure [Aa Some verbs can be used with or without an object. These setbs wrelude &: Dic you send Harty the insurance dacument? begin, decrease, finish, grow, increase, meet, return, start, 8: Yes, | sent him it yesterday. (or/ sent it to him yesterday) stop With most verbs use the preposition to. Some verbs use The meeting began at 2pm for (e.g. book, buy, design, find, make, reserve) We began our discussion yestrdy. 1 The reserved you a room athe Plazoel Employee nurnbers have increased decreased. & Can you find me anew marker pen, pleas, Tey? We need! (0 increase/decrease experiiiture, eens Fue reserved a room for you at the Plazatel &: Canyou find anew mater pen for me please, Teny? Ei Verbs with two objects B1_ Some verbs need two objects, a direct object and an indirect object. The indirect object receives or isthe goal of the direct object. It comes before the direct object.Il Complete these sentences by adding a suitable object where necessary. I the verb doesn't need an object, leave the sentence as itis. 1 2 3 4 5 6 7 8 9 10 Some people are going for a meal after work. Do you want to come 2 My laptop is being repaired. Can | use... your. laptop? We need to look at the sales figures. Can we fixa time to talk a ‘We must try to have short meetings. Nobody likes Im going to make coffee. Do you want 2 | think generally motivation among the staff has fallen {'ve lost that list of names for the staff dinner. | hope Ican find. In the last year our costs have risen ‘Mr Pavlevski's coming today. Do you know what time he's arriving 7 ‘Do you have Maria Senara’s email address? | need to contact. By Putthe objects in brackets into these sentences in the correct order and position. 1 Can keep for a few days? I'l return after my presentation. it, the projector) Can. | keep. the, projector for a fens daus? UL return i. after. my, presentation. 2. When they increased last year | bought the following month. (a new car, my salary) 3 We spent and improved for the staff, and noticed that motivation increased very rapidly. (alot of money, the facities) 4 Handmade Cars Ltd sold in 2005 and made, which was good news. (1,000 vehicles, a huge profit 5 They have promised to produce for us so that we can check before we make. (a decision, the details, some drawings) 6 Can you take to the mailroom? We need to send immediately. (this package) 7. Ihave to phone today but | can't find anywhere. (his number, Charles Braun) 8 Weneed to find because we want to take into new markets. (a good supplier, ovr products) 9 We must increase immediately. (our sales force) 10 Let's begin by looking at our sales figures. Orders for the new model have decreased sharply. (the meeting)25 481 EW Complete these sentences using the objects in brackets in the correct order. 1 Lisa bought ..Hanrat. a. scart to celebrate her promotion. (a scarf Hannah) 2 Melissa showed (her new PA, the meeting room) 3 Roy handed. so that she could see what we had to discuss. (Laura, theagenda) 4 Karen asked {the time, Ursula) 5 Hilary gave. so they could finish the task. (some brochures, the visitors) 6 David sent - flowers, Pamela) 482-3 EJ a Rewrite these sentences using the preposition in brackets. Replace the direct object with it or them. 1. She gave her assistant the customers’ addresses. (to) ‘She. gave. them. toner aosistant, 2 Henrik sent Zepak the consignment last week. (to) 3. They bought Charlie the golf clubs when he retired. (for) 4 We didn't show all the teams the new design. (to) 5. They sold the customer the wrong model without realising. (to) 'b Rewrite sentences 4 and 5 with two pronouns instead of a pronoun and a noun. AB \d and correct six mistakes with direct and indirect objects in this article. ine During the credit crisis that began in 2008, there was a risk that banks would stop lending { to small businesses money, so governments all over the world gave public funds the banks to enable them to continue t0 offer loans in small businesses and private individuals. Some economists did not lke, and believed it was better to let the market operate freely. Meanwhile, the banks had to find new products to their customers Which would stop them taking their cash out and spending it.The basic problem was a lack of confidence in the banks, and many people felt that the government andl economists were not telling the whole truth them. Make it personal ite crsantericts using verbs from the exercises. Write two about things that motivate you and two about that demotivate you in yout job. HEEELED] Verbs and objectsand objects ‘Some verbs that normally have an object in everyday language are often used without an object in business language, especially in spoken business contexts, This is because the object is usually clear from the context. ‘These verbs include: buy, cancel, confirm, delay, deliver, dispatch, launch, order, produce, sell ship. Everyday use Business use ‘Theycoulcn' deliver the goods on time, so wre had! to They coutdi‘t deliver on time, sowe had to cancel. ‘cancel the order. The 25th is t00 soon, so well have to delay the contract, The 25this t00 soon, so well have 1o delay. You should never launch a new product inthe winter. ‘You should never launch in the winter ‘They produce lines for some of the big supermarkets. ‘They produce for some ofthe big supermarkets. i Read this extract from a senior management group meeting. Cross out the object after the verbs in italics. if you think the speaker didn’t use it. ‘808: | wanted to make the point that we shouldn't launch the newrrmodel in April - there ate too many other ‘things happening. | think we should delay the launch until May. We can produce the brochure in January, samples in February or March, then be ready to ship the goods in May. That gives us plenty of time. If we haven't prepared the launch properly and have to cancel the launch events, that would be far worse. ‘anorew: OK, thanks, Bob, That sounds sensible. All agreed? Right. Vanessa, anything you want to report on the financial side? YaNESSA: | wanted to talk about our investments in Zamrac. if we sell our shares now, we may be at a disadvantage. | think we should continue to buy more shares over the next few months and then sell them in the autumn when we have a clearer picture. if we all agree, Ican confirm our decision with the brokers. ‘ANDREW: Right. Well, any comments? Ox: Ed Write sentences for these situations using the verbs in italics without an object. 1 Tella colleague that you think the date for the sales conference is too soon and that it should be later. (delay) | think. the. date, for. tie. sales. conference. is. t00.200n.... Wink. we, should, delay, 2 Tella friend that your company makes items mostly for the international market. (produce) jen and compare your answers. 3 Tella colleague that you and your team can be ready to send out an order tomorrow. (dispatch) 4 Tell a customer that your company can only send items to addresses within the EU. (deliver) 5 Tella colleague you don’t know if Kepra and Co. want to purchase some goods, because they haven't sent an order yet. (buy, order) Make it personal the verbs in the Business talk section would you be likely to use in your job? Think of a context in you would use three of them and make sentences using them without an object.-ing and infinitives after verbs Read this comment from a manager talking about her managerial style. ‘a Find arvexample of a verb + a verb. b_Find’an example of a verb + an object +a verbs BA Using -ing |A1 You can use -ing after these verbs: ccan'thelp, consider, enjoy, feel ike, finish, involve, imagine, keep, mind, spend (time). | enjoy working here, but can't help wondering if! made the right career choice, Would you mind opening the window? Im quite hot A2_ Use -ing after prepositions and most phrasal verbs, We insist on recruiting graduates from the best universities Have you given up going fo French classes? Bi Using to-infinitive You can use tornfntive ater: can afford, agree, arrange, decide, expect, hope, manage, offer, tend, want, would lke/tove. Wedecided to attend the conference but we couldn't afford t0 book a stand. People tend to be rnult-shiled these cays change jobs more often, they expect to i -ing or to-infinitive? 1 You can use -ing or to-infinitive after these verbs: begin, bother, can't bear, continue, hate, intend, like, love, prefer, stort. Don't bother waiting /t0 wait for meatier the meeting In spoken English, -ing is more frequent after bother, can't stand, like, love, hate, start, and to-infinitive is more frequent after begin, can't bear, continue, intend, prefer. 2 Ifthe first verb is an -ing form, to-Infinitive is more ‘common for the second verb. Were starting to work as a team, (rather than Wee starting working) €3 You use like, love, hate, prefer + -ing to talk about level of enjoyment. Use to-infinitive to talk about a habit or preference, thate doing my expenses, but like to get therm in on time. (Imake sure | get them in on time) | want my staff to know its okay to fail...) Itry to help people succeed because ifthey are successful, then | am successful ‘C4 Some verbs have a different meaning when they are followed by -ing or to-infinitive. In each of these examples the first sentence contains the more frequent form. forgot to call he accou ‘Mnever Forget walking for about the past) tremember taking orice lst. (1 took price list 2 | remember that now) remembered to take a price ist (1 lremembered 2 then | took the price list) {stopped working there ist year (I no longer work there) Sony tote. | had 10 stop to get petrol (in order to) Lets try to boost sales this year (attempt to) nt. (forgot and didn't do this) office party. (a memory now & My emails not working, Try restarting the computer. (experiment) © People often say try and do something BD Verb + object + verb 1 You can use an object + to-infintive after these verbs: allow, ask, encourage, help, get, need, remind, want, would ike, tel, teach, yn decisions? How can fencourage my staffto make thei My boss wanted me to take the visitors to dina (not mpboss wanted shat stake) D2 Afterletand make you can use an object + infinitive without to. When make is passive, use the to-infinitive. Just let me know if ou need helo What made you say that? What efions have been made to find new client D3 After help + object the infinitive without to is more ‘common than to-infinitive. ‘con help you (10) install the software i Sense verbs You can use object + -ing or infinitive without to after fee, hear nctce, see, watch, but the meaning is slighty different. We saw oil prices rise ast year (suggests a single or complete action} We saw oll prices rising last yeor (suggests a repeated, incomplete or ongoing action) > See Appendix 6 (Verb patterns)A,B “ac ~c ‘Complete this conversation between two colleagues about a competitor. Use the correct form of the verbs 91 in brackets. ALAN: Any news of Mounts? Are they managing 1.12.48... (take) much business from us? tit: (4 say that around here we're stil doing OK. Customers tend 2 (come) to us fist. But we've ended up 3 {lose} customers in Scotland because that’s always been their area, ALAN: So, should we spend a lot of time 4 (179) to win back that business? ‘is Fd say not, no. We decided 5 (focus) on other areas for now so that we can concentrate on 6 (build) our business round here, We can't afford 7 (ignore) the local area, [ALAN; [guess Mounts have considered 8 {move} into our area here, though. Are they still lying on8 (be) the cheapest? Tim: Yeah. If they do target this area, lexpect 10. (get) alot of cals from customers about prices. Itsaworry-I don't mind 11 (tell you. ALAN; Well, well ust have to keep 12 (offer) a better service. Complete the comments some people made about their careers using the correct form of the verbs in italics. Sometimes more than one answer is possible. 1 ltry.....t2.be. focused about my career, but I'm so busy. Like on an average day, | never have time to stop.....think....,What am learning? Where ar | going?” 2 The best career advice | ever read was to stop. be. a job seeker and start think, of yourself as an investment. did and its beginning... Work 3. remember... meet... my boss for the first time. | said, ‘How can | get your job?” But | respect her and Hike ....think......that she respects me, too. 4 Lreally don't bother ....9/..... to Impress my assistant any more. tried......Uy.......him lunch and stuff when | got here, but I think he’s jealous of me. 5 like my job and Ilike........99......Into work every day. 'm probably a bit of a workaholic. Sometimes | forget.......have....... lunch. | have to remember......MaKe.......time for myself. 6 lintend...... change... jobs every two or three years till | have lots of contacts, My aim is to start £4... my own business. can't stand .....MOM, fora boss. ‘a Complete these questions using the correct form of the verbs in the box. feel giveup have leave makeup offer take tell use work | 1. Should employers encourage staf... 2, MX. ..a healthy lifestyle? 2 Canan employer make you smoking? 3. Does your boss let you and your colleagues. work early if you need to? 4 Does your employer allow staff from home? 5. What would you like your employer you: more time off ora higher salary? 6 Does your boss ever remind you time off work? 7 Have you ever been made uit for taking a holiday? 8 Does your boss ever want you excuses for him or her? 9 Would you ever get a colleague a white lie for you? 10. Do you ever have to help your boss his or her computer? b Write answers that are true for you to five questions. Give examples from your own experience.4A-D El a Match the beginnings (1-8) with the endings (a-h) of these sentences. 1. Myjob involves —_ thinking m in the wrong job. 2. Nooneever taught me b sort out their personal problems . 3. Myboss often wants me € throwing out old papers and files. 4. Myboss is great. leant imagine d__totype properly 5 Onbad days Ican't help € to buy presents for her family. 6 You should keep quiet, even if you feel like £ working for anyone else. 7 Inever seem to get round to 9 writing software and training programmers. 8 loften help my colleagues fh complaining about your job to your boss. b © 26.1 Listen and answer the questions your hear. <4A-E BY Find and correct 12 mistakes in these em: 1 806. From: [email protected] subject: ‘ate To: [email protected] Dear Mr Williams, T heard you ko'speak at the IAD event last July. I don’t know if you remember to meet me at the IAD event. I enjoyed meeting you and to hear your talk on internet marketing. (I hope you didn’t notice me leave early. I had to catch a plane.) I would like to invite you to speak at our company conference next month (6th ~ 8th). We can arrange scheduling your talk at a time that is convenient for you. We can also offer to pay your . expenses and a fee of €500. If you agree to attend, would you mind to send me a title by next Friday? 1 look forward to hear from you and hope to see you soon. Yours sincerely, Katie de Lang 2 Sx, jyarmemaratcensutcom FST Lenergecomamtems cour Bear kate ‘Good to hear trom you. OF course | rememiber in fact | Keep meaning to get in touch. And | didn't mind you leaving early ~ 1 saw you to look at your watch al the time in the last 15 minutes! ‘Thanks for invite me to speak at your conference. | would love coming ~ any day is fine. can ‘easily spand a day oF two to look around the city | feo ike taking a few days" off actualy, Just finished to write my book on relationship marketing, ‘Just let me to know where 'm staying and Ill see you next month, ohn PS Don't forget to send your phone number, | Exercises 3 and 4 that are not true for you or that you disagree with. 1e for you or that you agree with. en Itant to give a talk in your work place. ba sing and infntives after verbsYou can use to-infinitive: * togiveareason for doing something. - Ikis dificult predlitthe success of any new predict 2 Ithas been useful fr is to meet our key customers on a regular basis 5 = 5 Il a Complete this etter to an employee about their performance ing the correct form of the words in the box. agree arrange confirm discuss happy/answer important/keep pleasedsinform prepare Dear Kim \ Tam essed i... you that you have sucessful completed your probationary period withthe | ‘company. The next step is that we will shortly hold a Job Appraisal meeting with you and your line manager Z -oo Your performance and 3 your objectives forthe next year 4 for the meeting, please fill out the enclosed form and return it to me kiss a copy for yourself for the appraisal meeting. After the meeting, your manager will write ‘up a summary. The purpose ofthe summary is 6 . the main points we discussed for the meeting will be contacting you soon 7 atime. In the meantime, I would be 8 questions you may have. rece any Yourssincerely Joanna Lee HM Manager b Complete Kim's appraisal form using the correct form of the words in the box. help improve inerease™ interesting/see happy/use ready/teke on update willing/contribute Job Appraisal Meeting Form Name Ki. An Manager _.Martin, reng \What has been your main achievement in the last year? [desgped now workow stem 1 Inerease, ‘the efficiency ofthe department Themplementstion went well and sta were 2 the new software use 3 thei reactions ‘What do you think you can do 4 your performance? (Weel need some more rang S my technical eile | woul alo like t go ona spoten Mandarin curse 6 te commence en ca stat h Beng, (acl Be 7 ‘ote cost ons) ‘What objectives do you want to set for the next 12 months? now fel. more management responsibly alo want fo setup a mentoring scheme, Make it personal Write a self-assessment for yourself or a description of what you said last time you a had a performance ‘review, using five verbs from the unit.Phrasal verbs Read this phone conversation. ‘a How many words does each verb in italics consist of? b Which verbs in italics have an object? Where does the object go in relation to the verb? EX what are phrasal verbs? A Phrasal verbs are vetbs used with one or more particles (e.g. down, off, out, through, up). We need to set off very early fomorron: (start our journey) stsnot easy to come up with origina ideas, (create / think of), ‘The most common verbs used in phrasal verbs include: come, get, give, go, ook, make, put, et, take, turn, work, > See Business talk for examples using get. ‘A2 Itis not always easy to quess what phrasal verbs mean as the meaning is often unconnected to the meaning of the verb and particle(s} on their own, {decided to turn down the job (refuse) Could you put me up when fm in town? (Could | stay at your house?) ‘A3 Phrasal verbs can have more than one meaning. think wel have to put the meeting offuntil next week (postpone) ‘The annual fee of £60 put me off (discourage) BB Using phrasal verbs with objects B1 Some phrasal verbs do not need an object. Do you know hovr long this meeting wil go on for? last) Sales have dropped off dramatically since ast year. (reduced) Common examples: break down, carry on, drop off get back, get through, go on, hang on, hang up, set off B2_ Some phrasal verbs need an object. The object can go between the verb and the particle (separable phrasal verbs) or after the particle (inseparable phrasal verbs), > See examples below. B3 With separable phrasal verbs, you can put a noun object before or after the particle. Youcan' ust make up a price /You cant just make a price up. invent) Hi Leo. I'm sorry but my car's broken down so fm going to be late for the meeting. Can we putit off until this afternoon? No, sorry, Josh, but Il make detailed notes so you can catch up on the main points we discuss. ‘You must put a pronoun object (me/them/us etc. or this/ that/these/those/something/anybody etc.) between the verb and the particle. Ifyou havea mabile phone, please turn it off during this presentation, (not tare-oit) Longer objects and verb + ing go after the particle. Make sure you back up whatever you do on your computer (make a copy of} ‘Are you going to carry on working much longer? ts very late, (not corryworking on) Common examples of separable verbs: backup, cal up, carry on, find out, finish off, give up, look up, make Lup, put forward, put off/on, ring up, set up, shut down, sort out, take on, tunn onvup/oft/down, work out, write down Although find out can be separable, itis much more commonly used with the object after the particle; give up is usually only separated by pronouns. With inseparable phrasal verbs, the object always goes after the particle. Ifyoucome across my pen, please tel! me. /iFyou come across it jet me know (inseparable) Ive never come across a PA who is as efficient as Sylvie (+ longer object) Common examples of inseparable verbs: come across, goon, go through, look after verbs with two particles, the object usually comes after the second particle, They'e going to come up against fierce competition in Eastern Europe (meet a problem) 2G says it will make up for the shortfall in sales by increasing prices. (compensate for) Common examples: carry on with, catch up on, come up against, come up with, do away with, look forward 10, ook out for, make up for, put up with, watch out for A. Use -ing (not the infinitive without to) after verbs with two particles. ook forward to meeting you: (not Sook forwarettesmeet)481-2 Ell Read these comments from an online discussion about call centres. Complete the phrasal verbs in the text using the correct particle: back, down, off, on, out, through, up. tes | oy 0+ a ee —— a Bo S Geom" ‘A-couple of months ago | rang 4...¥P.... my bank to tell them where to send my new debit card, | got 2 to an operator. She was very friendly but | had to hang 3 for 15 minutes while she tried to contact my bank in Birmingham. in the end, I gave 4 and sent an emaill I'm not at all surprised thet the number of companies using call centres has dropped 5 dramatically in recent years! Sidonie, Biingm ‘What puts me 6 using call centres is when the staff appear not to have the information I need. It makes me want to hang 7 immediately when they put me on hold and make me listen to that awful music. Why don't they just write my number 8 and call me 9 when they have the information | want? Haven't companies worked 10 yet that customer satisfaction increases profits? Bruce, London 482-4 BY Complete this advice for sales people using the verbs and objects in brackets. Where possible, put the object between the verb and the partici, In the selling situation, salespeople often think they should fill any silence with the sound of their own voices. However, I recently 1... came. across. a. very. effective, use oF, silence... (came across /a very effective use of silence) It happened during a sales presentation that | attended last year in Vienna. The client worked in the family fashion business and had a problem with stock control. Near the end of the session, the salesperson asked her, ‘When you 2 (sort out / these problems)’ and then he paused for 20 seconds before continuing, what improvements will you expect to see?” ‘Amazingly, the client responded immediately and was able to 3 (go through / her own detailed solutions}. When it came to question time, | wanted to 4 (find out / something). asked what the client had been doing during the silent pause. She said that she had 5 (carried on / thinking) while lots of ideas were moving about in her head and then she had suddenly been able to see a solution, You see, when we interrupt the thinking of others to 6 (put forward / ‘our solutions), we stop them 7 (coming up with / their own ideas). IF you stay silent, you don't have to sell your products or ideas to your clients - you just 8 (back up / them) in their own decision to buy! “485 E¥ Complete these employees’ comments about a new manager using the correct form of the verbs in the box. catch come come do look make put Took hope the new manager will... 22M.....up with a business plan that'll work, Im forward to hearing about any changes she’s going to make. expect she'll Lup against resistance from some of the employees. 1 2 3 4 She seems to think the solution is not to away with the old systems but to improve them. 5 Iwonder if she'll be ‘out for new opportunities for us to expand. 6 Ihope she doesnt have to ‘up with too much opposition from other managers. 7 Profits were down this quarter, but I'm confident that with her new strategies, we'll have up ‘with last year by December. 8 She has promised to up for any losses incurred during the restructuring.| 27 AB AB Phrasal verbs Ei @ Underline the correct phrasal verbs in these conversations. CAMILLE:OK, we're going. Are you ready? iAcomo:No, m trying to 1 get through to /hang up a client before | leave but their ine is always busy. CAMILLE You work too hardl Can't you 2 carry that on /put that off until tomorrow? GGIACOMO:No, I've got to 3 make up//set up a meeting with them for tomorrow. ‘camute: That’ a pity, Well, don't forget to 4 shut down /fnish off your computer and 5 break down /turn offthe lights when you leave, DENISE: Hurry up. We need to 6 set off / go on in the next few minutes. icEt:7 Give upl/ Hang ont Vl be ready ina couple of minutes. DENISE-OK, Iiljust 8 back up /look up the address again so that we don't get lost. NIGEL Right, 'm ready. 'm really 9 looking forward to /tooking after meeting our local clients socially. DENISE: Yes, it should be good as long as we don't have to 10 put up with /catch upon too many boring speeches at the beginning of the party! b Write your own sentences using each of the phrasal verbs you did not underline. italics. Ei 2 Write answers to these questions that are true for you, using the phrasal verb: 1. What's the biggest contract your company has taken on recently? We, ook, on. contract, with, Nucomps, last, mantin, 50, we. are. alt, working. very had. not. 2. What kinds of things do you put off doing at work? 3 Has your company ever taken over another company? 4. Isyour company going to set up a branch in another country? 5 Is ita good idea for businesses to cut back their training during a recession? 6 What do you think people should watch out for when buying an insurance policy? 7. Doyou know anyone who has ever been laid off? Why and when did this happen? 8 Has demand for your products ever dropped off Iso, why? 9. Have you ever turned down the offer ofa job? Why? 10. What kinds of things would put you off applying for a particular job? b © 27.1 Listen to the questions and say your answers. Make it personal the phrasal ver Parc mete bere ot te. write down to write six sentences = ning you do at work.Here are some common examples with get: When youre working hard. try 10 get away, e ite to get into the Asian market (tart working in or with) — What do you thinks the best woy to get on in business?(be successful) 2 - ‘People work better as 0 team ifthey get on with each other. (have a good relationship with) = ‘wish could get over my fear of fying (overcome illnesses/problems/worries/fears) - Foner Mover get round to erring Chines (do something that you have intended to do fra long time) ‘Smell businesses often find it hard f0 get through recession. (survive) ‘t1sthe advertisers job to get through to xarget cuaiences (communicate with) Phrasal verbs often have a synonym (another word that means the same) 50 ifyou donot erie aphrasal verb, ask foran explanation, 2 See Speskng stiteples 6 (Checking Information for ways oF dog tis: SS2e 55S [i Look at this advice about setting up a new business. Complete the sentences using phrasal verbs with get. Starting out in business Whatever kind of business you'd like to 4. ge: int..., there are a numberof things you need to think about first, Here is some advice t help you to2. ‘any weories you may have about setting up @ new business + Choose a business area where you know you can 3 ‘mote many than you put into it + Don't wait too long 104 learning any new skils~it'l be too late once you've started the business, + Be aware thatthe first stage isthe hardest. Once you 8 that, it usually gots easier + Banks sometimes ty t06. charging you too much for loans, so invest as much of your ovn money 8s you ean initially. + Be aware that you'll be working very lang hours and is unlikely that you'l be able to for more than a day or two in your first year. + Hryouwant to 8 the local markets, choose your advertising well and leam what people in your area really want + Recruit sensibly. Choose people who will 9 ‘you, each other end your customers. + Finally if you want your business to 10, know your market, the compettion and your product. Make it personalPrepositions Read this extract from a university's website and underline the prepositions. a. Which two prepositions describe time? b Which preposition describes location? note: Which preposition follows a verb? i d_ Which preposition follows a noun? scie BI Using prepo: [A1_ Prepositions are usually followed by nouns or noun phrases. fa preposition is followed by a verb, you must Use the -ing form, ions in the east end of London. ir ng about investing? (not shisking-abexit vest) D> see Appendix 7 (Prepositions) BD Prepositions of place and movement Most prepositions of place and movement are one word (eg. about, among, around, at, before, between, by, from, in, into, off, on, over, through, under, up, within). Some are two or three words (e.g. ahead of, away from, close to, next t0, out of on top of). B2 Prepositions of place tell you where people or things are, vi around China, including Tiananmen in eying, next to B3 Prepositions of movement tell you where people or things are going (direction), v over Prepositions of time Prepositions of time tell you when something happens or how long something lasts (e.g. after, at, before, between, by, uring, for, from, in, on, over, since, to). They are followed by a time expression rk from 7am to at weekends in the week and between A Don't use a preposition with time expressions beginning with next, this or last. next Tuesday (not oerext esc) Verbs and prepositions Some verbs are followed by prepositions (e.g. apply for h, consist of, contribute to, depend on, focus on, lead to, talk to, work for). Sometimes you can put an object contact us GUENEE research For over 100 years, rs knowledge. W D2 F2 FB Fa rch at Birmingham Unive between the verb and preposition (e.g, divide something into, invest money in) Du apply for this ‘Some verbs can be followed by different prepositions (e.g ‘agree with someone on something, complain to someone about something, work for someone on something) complained to about th A Some verbs (e.g. discuss, emphasise, lack, meet, show, stress) are never followed by prepositions. discuss (not discuss aboutsheip) ‘“45ee Unit 25 (Verbs and objects) Adjectives and prepositions ‘Some adjectives can be followed by prepositions (e.g concerned with, consistent with, different from, interested in involved in, responsible for, similar to, worried about) Who is responsible for I") ourcomp s consistent with expectations (was as expected) Nouns and prepositions ‘Some nouns can be followed by prepositions (e.g alternative to, interest in, lack of price of, reason for, reference to, solution to). This can be the same preposition as the related verb or adjective, sult 0 he reason for There’no interest in this idea (people aren't interested in) Some nouns can be followed by different prepositions. eached an agreement with China on The preposition between is often used to link two (or more) nouns with and. Th between ‘and Citibank isthe People often use prepositional phrases (preposition + noun) in business (e.g. forsale, in advance, at ris, in veriting, in general, in stock, on the phone), rentals kentued Thiscenwsiciorents:aac

I) Underline the correct preposition. 1 Sony! didnt call sooner, I've been in /ona presentation all afternoon, 2 There's a meeting in/at 3 pm that’ in/at two hours'time, 3. Pethaps you went to /at the wrong place - we'e in/on the second floor. 4: [think we met in /at this conference last year, didn't we? 5 To find us, go north over /up Oak Hill Road, turn left and walk to /by the end of the road. You'll see us in/on the right. IF you walk under / before a bridge, you've gone too far. o | noticed it was broken when | took it out of /into the box. 7 Our new, fat structure means nobody has more than three managers over /on them. 8 Our advisors are available between /from 10:00 and 16:00 every day. You can also call the helpline number (08452452423) from /since 16:00 10/ by 22:00. 9 After/From left university, | worked for/ by six months in /at Paris. 10 The stores are in /among the production area, next to /ahead of the machine shop. 11 & Can you get the package over /on to us by / on 12:00? f: Yes, but Ill have to send it by /on courier. 12 Andre's worked here for /since 1980. | think he's going to retire soon. 1 complete this article using the prepositions in the box where necessary, or put a dash (-) ifno preposition is needed. about for for in into of on on to with isc nnicnansiaaaaiianiatiie PLM CT ume ace em aldol eg sacs Research shows that, in business, most senior positions are still held by men. Also, few women work 1 ...for... engineering or science-based employers or even apply 2 vo JObS in these areas. What exactly has led 3 this situation? Explanations for these differences between men and women have often focused 4 discrimination against women, or the difficulty of working and finding time for the family. But a new study says that women are also more likely to dislike competition, even if they have the same ability as men. In an experiment, researchers took 80 managers and divided them 5... ‘teams of men and women The experiment consisted 6 a variety of business tasks and the teams received rewards which depended 7 how successful they were in completing their tasks, Although women performed well, the experiment suggested that women were likely to avoid direct competition or confit. This may make women less successful when they are competing 8 men for promotions and | jobs. In one experiment where teams had to invest 9 high or low risk shares, men showed they were more likely to take higher risks. The study also found that men were less likely to lack f 10 confidence than women, However, before anyone writes to complain 14 this study, its worth remembering that other studies have shown 12 how effective women ‘managers are. Women-managed companies in the UK are up to 14% more profitable than those with ‘men-only management,28 < What we need Is ore desks (not Hhatwencecharernonetasks) Tohighlight the action: We contacted Wiestons right away > What we did was contact Westons right away. (not Whet-wediwasconiacted) ‘To highlight what someone says or thinks: ‘ld them {said / thought meant thatthe date had heen changed. + What I told them / said / thought / meant was (that) the date had been changed B2 You can also use This is whatand Here's what to highlight a whole sentence. Well setup group a mailing ist —> This is /Here’s what we'll do: we et up a.group malin list They redo teom of consultants —» This is what /Here's what they did: they hired a tearm of consultants (Or What happened was, they hired...) Organising what you say and highlighting information“4A “A ~ quality > shape = age > colour —+ origin + material -> purpose (is easy for efficient, new, consulting frms to enter the market. (quality, age, purpose) Making adjectives stronger or weaker You can make adjectives that describe qualities stronger or weaker using adverbs like a litte, quite, rather, really, very and extremely. The taining costs this year are very high. You can make adjectives with a very strong meaning (2. essential, impossible) stronger using absolutely and totaly 1 absolutely essential io maintain that core market (not ecressentn) D> See also Units 30 (Adverbs) and Unit 31 (Comparisons 1)4813 Il Complete this text using adjectives based on the words in brackets. _ So, you want to be a Venture Capitalist? © Ina highly 1... competitive... (compete) industry like this one, 2... (succeed) candidates for ‘employment must have excellent 3... (academy) records. This means 4. -» (qualify) chartered accountants, ot graduates who've had 5, TE {response) positions in industry and done an MBA. Ae requites 6 oe. (Consider) stamina and a7 (flex) mind, as 8 (finance) transactions are often completed in the middle of the night. We're looking for people that se it as a 9 (challenge careet. We lite people who are 10 {ombition) and 11... (determing). Venture capitalism caM be 812 sor sseroer ns (COMA) ANE ID... (rom) career. you are Vc ovoesnnsnsnnn interest) get in touch. “482 BA Make the adjectives negative using the prefixes from the box. <483,E EB Under diss ik im cine in- i mis-_ une The London Stock Exchange fined Curden Securities £1m for filing... accurate accounts. Inthe US, itis nearly ...possible to eat in restaurants, hire cars, or stay in a hotel without a credit card, New technology has been developed to prevent ....legal copying of software. Ina....anaged business, its not just staff who suffer; customers suffer, too. In my job, | can't afford to be... decisive. | have to react instantly to the markets. aueuna The supermarket’s strategy of opening superstores and closing... economic branches has paid off in record profits, 7 InSat TV checks all its installers for quality, and has set up a complaints procedure for... satisfied customers. 8 People who work ....regular hours are four times more likely to have health problems than those in 9t0 5 jobs, 1e the correct adjectives in italics in these market reports. 1 GM's share price dropped by $2.125 yesterday due to the announcement of disappointing /disappointed results for the last quarter of this year. A series of damaging strikes meant that September was a very bad/terrible month for GM in terms of output. The management believe that a new corporate structure is absolutely essential/important for the future success of the company. 2. The share price of restaurant chain Michels & Butler climbed nearly 19.5¢ to $5.44, after rumours spread of a takeover by rival Enterprise Catering, Reports have suggested that Enterprise is interested/ interesting in M&B after it failed to buy Star Restaurants last year. 3 UCS analysts are said to be satisfving/satisfied with recent sales figures from Holt Telecom. ‘There are still risks,” they said, “but these results are pleasing/pleased for us as we know Holt have spent a lot on quality improvements.” 4 Finally, there are exciting/excited investment opportunities at Hedge Oil. The markets have previously seen the company as a rather boring/hored investment. However, Hedge are expected to announce new discoveries of oil in the North Sea, perhaps as much as 100 million barrels, which would sec their share price climbing rapicly.“€C.D, Hl Complete this article about customer care. Put the adjectives in brackets inthe correct postion. 2 Customer service Is 1. absolutely... Yt... (vital) for small businesses. Why? Well, anyone who 2 is Geen) to compete with 3 ‘companies (other) needs customers who want to come back again and again, So, how can businesses improve their service? The answer 4 is (simple): make sure the 5 people (responsible) for customer service 6 feel (valued), because they are your 7 customer service (main) asset. How does this help? Obviously, when staff 8 are Chappy) with, their work, customers 9 feel (wefcome). And how can you help staff enjoy their work? By using 10. feedback (positive). Managers usually only thank ‘employees when they do 11 something (special). Why not thank them for doing what they're supposed to do? It certainly can't hurt, ‘What next? Well, just more of the same. Thanking staff for doing a 12 se JOD (good) can mean the difference between 13 employees... (motivated) and u employees: (emotivated ). Which do you want serving your customers? {DE Complete these conversations by puting the adjectives in brackets in the correct order. 1 customer: What's on the menu today? warren: Well sir, we have some ...ovely. fresh, Scottish, (freshlovely/Scottish) salmon. I can also recommend the (spicy/tomato) soup. ‘customer: They sound good. have the soup to start and then the salmon, 2 RECEPTIONIST: Good moming, how can |help you? PAULA: Hello, it's Paula from Seymour Ltd. Can Ijust double-check our order, please? RECEPTIONIST: Of course. You wanted (black/ffty/ personalised) pens, didn’t you? 3 SALESEP: Where's your office? New cueNt: It’s on Lausanne Road, in that (old/stone) building ~ number 62. SALES REP: Oh yes, | know it, next to the (iuxury/sports) car dealer. 4 PROPERTY DEVELOPER: So, if you look at this part of the diagram, you can see we've got a (square/thousand) metres of storage space in the basement. Above that there's a (huge/shopping) area and behind the shop we have the. (customer/underground) car park, COLLEAGUE: Sounds good, doesn't it? PROPEATY DEVELOPER: Yeah, and don't forget the (busy/pedestrian) area out front. Thousands of potential customers per hour! © 29.1 Listen and check your answers. Make it personal Look around you. How would you describe each object in the room where you are? Use-as many adjectives as you can. Adjectives,and services Compound adjectives ae often used to describe companies, their products and services, ane! their performance, They ate formed by linking two words, Here ae some common types of compound adjectives = ‘© well + past participle high/low + noun — = z Cokes the most well-known brand in the world. ——_Thislaptop displays high-quality images. We area well-established fir, founded.in 1912. — Asa high-tech company, RAD Is vital tous. Ammietis well-run by its excellent management. This is @ high-yield investment returning 8% pa. Our website is well-designed and easy to navigate. Our high-profile clients include ofl companies, + fast+-ing Low-cost iines made travelcheaper Paki ole sores eas Bonds orelow-risk cornpared shares Good reseurch is violin a fast-moving mike = = = EE Complete these extracts from business reports using the words in the box. cost designed established known moving profile quality” tech 1 Today's telecoms companies face increasing demand for high... sali... jnternet services. 2. Feedback from customers indicates that they think our products are well: 3 Samsung is a world leader in the fast- area of high products such as memory chips and mobile phones. 4 Many well. high business leaders, including the Microsoft board, attended ‘the conference. 5 Online retail is now a Wells... Way of shopping and most problems were solved years ago. 6 Ournew, low: solar powered laptop computer is selling well in Africa. EZ Read this email from a financial advisory service to its clients. Rewrite the words in italics using a suitable compound adjective. 900 ° Dear Investor, This month we are recommending Nevills, 1 an old British estate agents, with a strong record of growth: Nevills is 2 an expanding company with profits up 20% to £48m last year. Its strong management team make it 3 an efficient company. It regularly pays a good dividend and could become 4 a profitable investment i the property markets recover as expected. Don’t buy while the shares remain above 120p, but any fall below that price is 2 good opportunity to buy into this 5 famous company. For those who prefer 6 safe investments, consider buying government securities as a safe, secure home for your money. However, as the 7 dynamic stock market hits record highs, and the US markets seem happier about 8 advanced IT stocks, there seems to be no need to play safe yet. The problem with government ‘securities is that they are only returning 4% ~ not exactly a way to get rich quickly. ‘Thank you for your support and we look forward to helping you again soon. 1d. pellrestablished, British, estate, agents 5 2 6 3 2 4 8 Make i personal ie k abe . about your company and its products and services. How would you describe them in English? me of the adjectives from this unit,| Adverbs Read this advertisement. a. Which word tells you where the food is grown? b Which word tells you how the food is grown? a ‘¢- Which word tells you when the food is sent to customers? EX what are adverbs? ‘Adverbs add information about verbs, adjectives and. adverbs. They tell us how, where, when or how often something happens, or about the speaker’ attitude, Weneed to (ook at ths carefully. (tells us how) Mycavisparted outside. (tells us where) Wie haventt hadany complains recently. (tells us when) Does she wsit you often’? (asks how often) Bi Forming adverbs B1 You can form many adverbs by adding -ly to an adjective, Ifthe adjective ends in-y, the adverb ends in iy. Ifthe adjective ends in ~c, the adverb ends in ~cally. Adjective Adverb isa direct way of We can contact customers contacting customers. directly. | We were lucky and founda Luckily, we founda new new supplier supplier Economic developmentis The region is developing | taking placein the region. economically. D> see Appendix 1 Spelling). A. Don't confuse adjectives and adverbs. We must look carefully atthe cost before we decide [not Hmmmastiookcatenhat He cos) B2_ Some short adverbs do not end in-fy. These include: for, fast, hard, late, long, often, soon, well. The company’s doing well. (not 306d) Everyone’ been working very hard recent (not here) @ Position of adverbs C1 These adverbs come after the verb (and object: ‘© _most adverbs of time, place and manner. dont want to arive late at the arport. Please send the invoice immediately, (not seed cettetntrnee al «adverbs of frequency (e.g, daily, monthly, annually) The conference takes place annually Greenerway Organic foods All our food is produced locally and grown organically. Orders are dispatched immediately, fresh to your home. (C2 These adverbs come between the subject and main verb: ‘© adverbs of frequency which have an indefinite meaning (eg. often, rarely, seldom, sometimes). We've rarely had any orders from Moldova. ‘adverbs which describe possibilty (¢. possibly, probably, certainly) Her fight hos probably definitely eft by now. ‘¢ adverbs which show the speaker’s attitude (eg. actually, honestly, sincerely, personally). ‘honestly think we should postpone the sales confer ‘© short adverbs (eg, also, always, just, only, really, never). We Just need more time, but we also need more staff If there are auxiliary or modal verbs, these adverbs come after the first verb, have often wondered why part-time staff are badly paid. Could you also makea copy ofthe letter for me? If the main verb is be, the adverb comes after the verb. Weare always ready to discuss any special requirements €3_ Adverbs can come at the beginning of the sentence for extra emphasis. Unfortunately, weve been having problems with our server Yesterday, we had a visit ftom Head Office A Don't use always at the beginning of a statement or ‘question, always prefer morning meet (not Alsvayet orate) DD Adverbs + adjectives/adverbs D1 You can use adverbs before adjectives, and before other adverbs, to make them stronger or weaker. The new office builoing vas extremely expensive to blo [thought thar meeting went really well even though itwent on slightly longer tan usta. D2 Some adverb and adjective combinations are typical in a business context (e.g, heavily dependent, entirely different, remarkably/broadly similar, highly competitive/profitable/ successful/skilled, greatly reduced/increased/Improved, totally different/new/unexpected) ‘he markets are heavily dependent on currency movemenis The two reports.are remarkably similar4A,B <8 Ei Complete these sentences using adverbs formed from the adjectives in the box. annual complete economic efficient global lucky internal primary fecent™ sudden We've had two progress meetings...recently.., one last week and one the week before, Worsman’s Bank had a crisis and had to close within 24 hours. tall happened very This document should only be circulated = it'snot for outsiders to read. We have to stop thinking just about Europe and start thinking | needed to speak to Pietro in private. _ he was alone in his office. We waste so much time. We must earn to do things more This filing system doesn’t work at all. think we should change it The building is inspected. by the health and safety people. weevonnune We offer consultancy about web development, but we can also offer general IT services. 10 We are dependent on Europe politically as well as. EA complete these sentences using an adjective from the boxin one gap and the related adverb in the other gap. It may be the same word in both cases. bad early economical fast good hard late long normal total 1a Wehada very. 92d... year last year Congratulations, everyone! b The company performed... ell. last year. Congratulations, everyone! 2 a Today is justa day ~ meetings, writing reports, all the usual things. b We spend our day having meetings, ‘writing reports, all the usual things. We apologise for the delivery of your order. We apologise for the fact that your order was delivered ‘The Zarisonis a very. car it uses very little fuel. ‘The Zarison performs very — ituses very little fuel. We took the train to Brussels and were there in an hour. ‘The train we took to Brussels travelled very. ‘and we were there in an hour. Thavea very fight tomorrow. I've ordered a taxi for 5 am! My fight leaves very. tomorrow. Ive ordered a taxi for 5 am! Their marketing strategy was a failure, Their marketing strategy failed She did a lot of ‘work designing the website. We must thank her offically. ceo ‘She worked so. designing the website. We must thank her officially The software has a record of crashing during periods of high demand. The software is known to perform , and itoften crashes during periods of high demand. 10 a Itwasn'ta journey; we were only on the plane for 45 minutes. b The journey didn’t last very we were only on the plane for 45 minutes.30 ~ci 402-3 Complete In many large companies nowadays the telephone network is connected to a computer that acts as an electronic receptionist 1. Te, system, takes coming calls. automatically. (automatically /takes/the system incoming calls) and checks the callers details, using information from its database, This means that, for article about automated telephone systems by using the words in brackets in the correct order. example 2 (the customer service department /instantly /the customer information /can/ view) when they take a call. The customer is greeted by someone who 3. (them / correctly /can / address). This person speaks to them as if 4 (they/the caller / personally /remember) and any previous calls they made. In this way 5 (the computerised receptionist /helps / the customer directly) and 6 Gimmediately/ them / connects) to the person who 7 (them /best/can assist). Complete these sentences by putting the adverbs in brackets in the correct position. 1. She has...of2m....done. training sessions for new staf. (often) 2 We need to search the old customer database. (probably) 3 1 am. here to answer any questions you may have. (always) 4 its been good year for us. Let's hope we can repeat it next year. (certainly) 5 The company's done: well in the last three years, (actually) 6 Does your company employ. temporary staff? (sometimes) 7 bring back useful information from my tips abroad. (always) 8 Ididntt get the contract. (unfortunately) f have three days' holiday left this year. (only) 10 1 attend meetings these days. tm t00 busy. (seldom, usually) Two colleagues are discussing possible locations for expanding their business. Complete their conversation by putting the adverbs in the box before or after the words in italics. lentirely heavily highly probably quickly rapidly saally remarkably ROGER: Twainhill isa 1... reAlly... interesting town. And it’s big. Ninety thousand people! CCHARLES: Ninety thousand, wow! Now, Brigmouth also looks interesting n fact Twainhill and Brigmouth are 2 similar - The population of both towns has 3 grown in the last five years, so we should 4 give them serious consideration. They could be 5 profitable frocet: "m surprised they're so similar. | thought they be 6. different ‘Well, if we could open 7. outlets we could really get an advantage over the compet NoRA: They're not retirement towns, are they? Because we're 8 dependent. ‘on young professionals, out at ‘work alll day. oGER; No, | think there's a good population mix there, ing in your job that you always do, something that you occasionally do (e.g. once a month) u rarely do (e.g. once a year, once every two or three years). Write three sentences about the three adverbs.© The ten most common adverbs used in spoken business English fall into two groups. They show the speaker's attitude or viewpoint, or how certain the speaker is. People often use them to soften what they say, of to make it less direct. ‘© ‘These adverbs show the speaker's attitude or way of looking at things: actually, basicaly, hopefully, obviously, realy. Note that actually means in fact/ in reality. It does not mean at present / now. ‘Actually, Foiand isanew venture for us (in fact in reality) Hopefully, feix will be able to visit some new equipment stores. this is what \Awe hope) Basically, we need 10 re-think our stateay. (this is the most important thing) ‘= These adverbs show how certain the speaker is about things: certainly, definitely, maybe, perhaps, probably. Perhaps youd ike to see our catalogue? (softer / less direct / more polite) Mi probably go to Warsaw next month. (Ym not 100% certain) Aie you definitely considering esignina? how certain are you?) In informal spoken language people use these adverbs much more flexibly, often at the beginning or at the end ofthe sentence (as well as between the subject and verb). “See sections C2 and C3. Tl Amarket researcher, Lena, is talking to a sales and marketing manager, David, about European consumer attitudes. Underline the most suitable adverbs in italics. Davio: Lena, tell me alittle bit about recent projects you've been working on. LENA: Well, 1 perhaps/basically, we've created a system for monitoring attitudes, preferences and needs across Europe, which manufacturers of fast-moving consumer goods, such as cosmetics or paper products, can use. 2 Defintely/Hopefully, tis will give them reliable information to support thelr products. Davio: But customer attitudes towards fast-moving consumer goods have 3 really/probably been tested on a country-by-country basis in Europe many times before now, haven't they? Lena: Yes, they have. But in the early days market researchers tried to identify the differences between one country and another. Nowadays, the fast moving-consumer goods sector Is 4 actually/maybe looking at the similarities with our friends across the rest of Europe. That's why, for example, welve seen pan-European and global marketing and advertising campaigns from the leading brands. Davio: Yes, there have S certainly/basically been changes in advertising policy. But is there an advantage in targeting a marketing campaign atjust one country, 6 obviously/perhaps? Lena: Yes, 7 maybe/really. But | think that what our research 8 really/probably shows is that we have to think very carefully. 9 Definitely/Obviously, we are now one trading community in Europe, but there are 10 defnitely/hopefully still some important differences between the countries. © 30.1 Listenand check your answers. Make it personal five sentences about your company’s future. Use adverbs from this unit to express how certain you are jut these things and what your attitude to them is.Comparisons 1 (comparatives, as ... as) Read this extract from a letter on a website. a. Which words show the difference er and more dynamic one some months betweenthe old and the new-company?, ago seule i qui ciffront © curs, which wos prety conventional. | fd bb Which words show the difference ite tractive guy cleag.e or ‘more resistant fo change than | am. I'm between the writer and his colleagues? feeling isolated BA Forming comparative adjectives and adverbs ‘AT one-syllable adjectives and adverbs add-er cheap cheaper _ fast — faster adjectives and adverbs of two or more syllables more expensive >more expensive often —> more often ‘two-syllable adjectives ending in -y drop -y and add -fer happy —> happier adverbs ending in-ly more. easily > more easily > See Appendix 1 (Spelling). Some adjectives and adverbs have irregular comparative forms. good/well-» better bad/badly worse farffar-> further CD farther possible butless frequent, A2 Some two-syllable adjectives have two comparative forms (e.g. filendlier/more flendly), One form is usually more frequent. © Themore frequent forms are clever ease, queer simpler more itl, more cosy, more fend i Using comparative adjectives and adverbs B1 Comparative adjectives and adverbs compare two people or things. Use zhan before the second one if you mention it Smaller companies can often chonge more quickly (than large corporations). (not more quickly tratierge corporations) B2 When you compare two different people or things with the same quality, or doing the same activity, you can use an object pronoun or a verb phrase after than. Dothey supply orders move qucty than us?/than we do? © With possessives, a pronoun is normally used, not a verbs phrase, Last year their prices weve higher than ours. (than ours were is possible but rare) Gas...as C1 You can use as... as with an adjective or adverb to say things are equal. We nryto keep our fees as low as our competitors. (not atoweres) €2 Notas ... (8) and less... (than) are the opposite of more ... than. @P Not as... as is much more frequent than less in spoken English. Less is not common before -ly adverbs or one-syllable adjectives. This year’ sales aren't as good as last year’s Clients are ordering less often. Bi Comparing measures D1 You can compare measures with twice/ three times as... as, and three/four times more/-er (not twice morerer Ay newloptep wes twice as expensive as my old one, ut its four times faster (or four times as fast) D2 You can compare percentages with more/-er. Growth this year is 12% higher than last year,~ most/least carefully two-syllable adjectives ending in-y drop-yand add-iest busy ~» busiest “4 See Unit 31 (Comparisons 1} andi Appendis 1 (Spelling). Some adjectives and adverbs have irregular superlative forms. good/well—> best bad/badly->worst far/far— furthest @)) farthest is possible but less frequent 'A2 Some two-syllable adjectives have two superlative forms (e.g. friendliest / most friendly). One form is usually more frequent. O The more frequent forms are: -est: costliest, friendhtiest, simplest, wealthiest; most: most common, most (un\likely. i Using superlative adjectives and adverbs B1_ You can use a superlative to compare three or more people or things. The superlative shows that one person or thing has more (oF less] of something than the others. ine heert arenas asec creoenon the et In spoken English people often use superlatives to compare two people or things. Od vie grerescecepscosnci you: metniecnerenceneqnen ui which do you like best? B2 You can use a superlative adjective with the or a possessive (e.9. your, the company's Italy’). With a superlative adverb, you do not have to use the. Sales ir re were the / our highest. Sales to Asia are growing (the) fastest even though we go there (the) least often. B3 After a superiative, use in (not ef) before places and organisations (e.g. in the country/world/company/department). Walmart is the biggest business in the US, (not e##eLS) ‘A. Use ofto introduce other things you are comparing and time periods (e.g. of my life /the last ten years /the century) yurdot ithe largest ofthe conglomerates in South Korea, feaving nyjob war he worst decision of my fe B4 You can use superlative adverbs before adjectives that are present or past participles (e.g. developing/developed). Mobile communications ts the fastest growing area in the telecom sector, Our lago is probably the best known in the world. BS You can use ordinal numbers (second, third etc. but not first) before a superlative to order things. Intel's the worlds second most successful computer company ate Microsoft I& Making comparisons with verbs You can use more, less and (the) most and (the) least as adverbs. Computers cost less now than (they did) in 2004 Unemployment hurts young people the) most. > See Unit 35 (Quantifiers) for comparisons with nouns.El a Complete these questions using superlative adjectives and adverbs. Use least where you see }. Thinking of relocating in the EU to cut costs, or to improve your business prospects, or even your lifestyle? How much do you know about the EU? Do the quiz and find out. 41 Which country has ...#he. largest... large) population in the EU? 2 Which three countries have the EU's (expensive) workforce? 3 Which country in the EU has Europe's (old) population? 4 In which country do people live (long)? 5 Which two countries have (low) retirement ages? 6 Which EU country is (wealthy) in terms of per capita GDP? 7 Which capital cities in the EU have (happy) citizens? On the other hand, which have (y satisfied)? 8 In which EU cities do the public transport systems run (efficiently)? 9 In which EU countries do citizens fee! (secure)? b © 32.1 Do youknow the answers to the questions in Exercse 12? Listen toa radio programme and ‘check your answers. 1 Find and correct the mistakes in this consultancy report for AC Transport. There is one mistake in each sentence. the AC Transport is { largest transport company in the UK. 2 We are also the most respected company of the country. 3 Customers say we are still the most best transport company in the North. 4 In the last 20 years we have grown the fastest in all our competitors. 5 However, we have recently lost our most big contract. 6 Last year was our least good since we began. 7 AC Transport could become least competitive ‘transport company in the region if this continues. 8 Analysis has shown that the personnel department greatest problem is keeping experienced drivers, 9 These drivers travel most far and take the most time off for sickness. 10°This is especially true in the busyest months of the year. 11 Various solutions have been discussed and the effectivest one is to reor- sganise operations so that drivers drive shorter distances between stops. 12 We also need to ensure that our best drivers are away from home the less often. “raepenerertremersn re Ei Complete these sentences using the correct superlative adverb and adjective form of the words in the box. bad/pay common/ask dense/populate environmental/damage good/protect heavy/regutate physical/demand repid/expand wide/use 1 British business isnot... the. mest. heavily. regulated..in Europe and its workers are not either. 2. The Consumer Price Index, which is prepared by the US Bureau of Labor Statistics, is. measure of inflation in North America, 3 Tourism is one of the biggest and business sectors in the world. But in many regions itisalso one of. 4 "Why are you applying for this position?‘is probably ‘question atjob interviews, Countries in the world are Rwande, Monaco and Singapore. 6 Why are jobs such as fishing, mining and construction often some of,| 32 “485 EW Complete this business report using the correct superlative form of the adjectives profitable and large. Use ordinal numbers (second, third, etc) where necessary. ‘Most profitable Biggest companies Biggest companies companies in US ins ‘worldwide 400.00 4000 2 +350.00- 350.0: = 300.00- 300.0: 2 25000] 2500 # 200.00 2000 is 150.00 1500 19. 100.00 1000 5 5000 500. o 0.00. 00- esses geese vee ss es $ £ sss $ 2 oes SPSS og? s os ¥ $s $s vgs § 2 é s&s g Fes oe gs sg &€ Profits (5 billions) Revenues (§ millions) mevenues($ milion) In 2007 Walmart remained 1....the. largest... company in the US, and was also 2. ‘company in the world. However, Exxon Mobil was 3 company in the US by far, earning $39.5 billion. Jewas also 4 ‘company in the world in terms of revenues. Other oil giants followed close behind: Royal Durch Shell was 5 ‘company in the world and BP was 6 y | 7. company was UAL with a net income of $22.9 billion. Profits at Citigroup fell by 12% t0 $21.5 billion, but the banking giant still ranked as 8 company in the US, General Motors was 9. ‘company in the US and 10 company worldwide, but it made losses of almost $2 billion. “€C Bi Read the information about an accountant, Karim. Complete what he says about the recent changes to his job using more, less, the most or the least. Karim didn’t use to enjoy his job. He travelled a lot and didn't spend much time with his family. Then a new manager changed the work of the auditing team, which affected Karim more than anyone else. He's now happier. His colleagues travel more often, but he's able to concentrate on key customers. 1 Tmenjoying the job...met.... now. 2 Basically fm travelling in fact Im probably travelling ofallus. 3 Isnice for me. It means can be at home see the kids, you know. 4 The changes my manager brought in affect everybody, but they probably affect me 5 Imdealing with the big accounts They need looking after 6 I guess like her than my old boss. She understands customer care. than him, Make it personal these questions and give reasons for each answer. department... bee \ uly? ot M5 Most or least successful > comes to worklate most often? vhost efficient person? And the least? he stat managing their time? Whos the worst? Comparisons 2 (superlatives, comparing with verbs)correspondence In formal business letters and emails people often use most instead of very with adjectives or adverbs that describe reactions and feelings. This makes the text sound formal and polite, so use it with people you do not know well or atall, would be most grateful you could return the enclosed questionnaire. (not themest greet) Jc was most unfortunate that as unable Fo see you.on your last vis, People often also use a past tense with this structure to describe how they feel now. was most pleased fo hear thar you had accepted our quotation fr the constuction veork. am feeling very pleased now) A Don’t use this too often in one letter or email. Two examples are enough. El Complete these formal written expressions so that they have a similar meaning to the informal spoken ‘expressions. Use most anda word from the box. concemed disappointed grateful impressed interesting sincere sineerely thoughtful 1 “Thanks very much for the present! —> I wish to thank you... most, sincerely... forthe gift. 2 ‘Iwas really worried when you said the product wasn't workin Iwas: to learn of the problems you have experienced with our product, 3. “Thanks for dinner. it was nice of you to think of us!—> Thank you for your hospitality = it was of youto invite us. 4 ‘Well done!’—> We would like to send you our congratulations. 5 ‘Vm sorry you're going!—> Iwas to learn that you are leaving the company. 6 ‘What you're working on is really fascinating: > Your new project sounds 7. ‘Your reps seem really good! > We were by your sales team, 8 ‘Canyou send me a catalogue?’ would be if you could send mea catalogue. Ed Write a formal sentence for exch ofthese situations. Use the examples from Exercise 6 to help you. 1 Tella job applicant that you'e sorry he has withdrawn his application. 2 Ask fora brochure from a hotel. 3. Thanka new consultant for lunch on a recent visit. 4 Congratulate a competitor on an industry award. Make it personalRead this conversation. ty } fi 7 = F oO 2 A 1. A ba cy B Showing you are actively listening Who is the more active listener, Tony or Diana? Why? Being an active listener ‘We've just heard we've got the Hong Kong contract! * Diana Rita Tony ‘You can show you are actively involved in a conversation by responding to what people say with these expressions. congratulating someone wishing someone good luck to someone who is about to travel reacting to problems and bad news that affect you and others reacting to bad news that affects others showing general interest showing surprise ‘(west Been promoted to senior manager, ': Congratulations! That's great news}! That's wonderful/fantastic. 4: fvegot an interview at Westiak tomorrow. 8 Good luck! 1x: Right. leaving for the airport non. '& OK. Have a good trip./ Safe journey. ‘x: Weve lost alot of customers becouse ofthe strike 6: That's a shame/pity. That's awfulterrible./ That's bad news. x: The server’ crashed again, That'sthe second time this week! 8: Oh dear! /Oh no! (Ohnotis stronger than Oh dear) ‘&: We didnt get the Agraspec contract attr all ‘8 Oh, 'm sorry (to hear that), /Never mind. / Better luck next time! ‘x: We sellrare plastic containers in Moldova than any other county 8; That's interesting. /How interesting! /Interesting. ‘A: Timson’s have gone bankrupt! ': (Oh), really! / Wows / You're joking! (These can alll be used together. Wow! and You're joking! are more informal than Realy!) i Responding positively using That’s... © Tre ten most common words which people use after That's when they respond positively to what someone says are: all right, correct, excellent, fine, good, great, interesting, OK, right and true. general positive reactions agreeing with someone's point or opinion agreeing to an arrangement or adecision confirming a fact or a piece of information saying that something is nota problem sc Weve had a recard year so far 6: That's good/great/excellent! A: Obviously theres more margin on some products than on others. 6: That’ right. /That’s true. Wire cirning for the 30th of thi That’ fine/OK. /That’s great. So, thar 30.000 units byend of March? That's right. That's correct. more formal) A: We may need about five days, 8 That's OK/all right. month forthe new web pages, People often use these words on their own, without That's A: Wete aiming for the 30th of 8: Fine/Great/OK. ‘Being an active listener 1onth forthe new webpagesPractice 4A i Match the statements (1-8) with a suitable response (a-h). Sometimes more than one answer is possible. 1 Ijustheard Ive been promoted to area manager! a That’sa pity. 2 [didn't get the job at Winntek after al ame b Good luck! 3, Two major UK banks have just collapsed! “> € Congratulations! 4 Dolmora have three branches in South America, 4d Oh,no! You're joking! 5 We'e going to get a big bonus this year, | heard ¢ Never mind. Better luck next time. 6 Im flying to Berlin tomorrow. See you next week. f OK. safe journey. 7 ve got my driving test tomorrow. 9 That's wonderful. 8 | won't be able to join you for lunch today. h Thar'sinteresting. “ See Unit 35 (Quantifiers) and Appendix 3 (North American English.“4A,B1-3. i Complete these sentences u dy @ bag - luggage document - paperwork brochure ~ literature chair furniture equipment - projector ‘comment - feedback advertisement ~ publicity 1 2 a twas difficult to find ..accommodation. sail the... hotels... were full ‘There was a lot of todo to get visas. forgot a vital the day we went to the ‘embassy and we had to go back the next day. We had to wait ages at the airport for our _ and the airline lost one of my our didn't arrive and we had to borrow a for our presentation. There weren'tenough in the room, so people were sitting on other We got good ‘on our presentation ~ we didn't geta negative from anyone. Unfortunately, we left all our promotional on the plane, so we only had one. between us. We had put in the local papers, which gave us good 4A,B1-3 BB Find and correct ten mistakes with articles and plurals in these extracts from websites. advertising, It generates instant trafics to websites. It is investment and you will need to spend money without the ‘guarantee of return. Visitor may click on your site but this, does not mean an automatic sale or order. A Poputar internet marketing tools z-pay-por-click | Running.a business is all about managing financial informations and cash, So you need accounting softwares that can tell you in an instant what your financial position is. Qur software packages are market leaders and we also provide trainings to support you and your staff, We'll even give you a kuidance on the best hardwares to buy.33 AB “ac EX complete these extracts froma staff handbook using the correct present simple form of the verbs in brackets. Work 1 ...... (be) important in all our lives but some people 2 (find) their jobs a major cause of stress, especially when unemployment 3.........(be) high. Research 4.......... show) that stress can be a major Contributor to il heath. i health often 5 Ulead) to absenteeism and poor performance, The evidence for this 6 {be) overwhelming. So the health of your employees 7........(be) directly linked to the health of the ‘company, Managers 8... (eed fo) watch for signs of extreme stress. ee oe ‘Some of the machinery in the workshops (60) dangerous, s0 use with care. All equipment 10... (G2) checked dally and there 11... (be) documentation for each machine on file. Make sure machines 2 (be) tumed off after use. Permission 13. (be) required to borrow tools for personal use. Permits 4 (be) available from the office, We ee ‘Transport to and from the city centre 15... (be) provided free of charge. Coaches 16......... leave) every half ‘an hour between 5 pm and 7 pm. The last coach 17........ (depart) at 7:18. Employees who 18 (wish) to Use the bus service must contact personnel. 2 i Underline the correct words in italics in these extracts from an interview at an advertising agency. 1 inter ewer: What an awful weather / day! 5 1; How many jobs /works have you had? ‘CANDIDATE: Yes, it's been so wet lately. © About five. 2 1: What's the hotel lke? 6 1: Do you have experience /an experience in TV © Nice, thank you.1 have nice room /a nice advertising? room. © Yes, lance got an agency to doa marketing / 23. How was yourjourney here today? ‘campaign for the launch of a shampoo. © Well, there were /was bad traffic in the 7 «: Tell me about your company. centre. © Well, we'te small business /a small business. 4 |, Doyou travel much as part of your current job? 8 : Who ate your competitions / competitors? ©: Yes, Ido about four trips /travels a year. ¢: There's a lot of competition in our business. i Complete this business lunch conversation between friends using a bit of, a piece of or an appropriate container or measure. ARIANNA: Would you like to share 1... @.botile ef... mineral water? BRONA: Yes, OK. Can | get 2 orange juice, 100? |ARIANNA: Sure. Now Id like to ask you for 3 advice, actually. I've had 4 luck on the stock market and I've made 5 ‘cash, and | want to start my own company. 'aRaNA: And you need 6 help from me? ARIANA: Yeah. Ive developed 7 software that searches the web. Id like you to help me do 8 advertising. We could both make 9 money on it and have 10 fun, too. © 33.1 Listen and compare your answers. Make it personal ‘Answer these questions. Inyour company who ls the market research done by? How about the advertising? How is training organised? ‘Do you feel you are making progress in your career? Countability and numbersingular and plural nouns ‘When you edita document, letter or email, check for mistakes with verbs after nouns. Usea singular verb with: Use a plural verb wi 5 ‘= a singular countable noun. ‘+ aplural countable noun, : This report looks at our position in the US, Sales in Greece have grown rapidly this year ‘* anuncountable noun. two (or more) nouns joined by and - even ifthey are ‘Our advertising has rot been success uncountable nouns. Advice and training are important fornew state '* these nouns ending in -s:economics electronics, «these nouns ending in -s:clothes, earnings, goods, ‘maths, news, physics, public relations (PR). jeans, premises, scissors, (sun) glasses, trousers, tights. The news isn’t 200. (not Hie neeeseet!) The premises are lacked at righ Politics and headquarters can take a plural or singular verb. = Office polities are unavoidable. (or is unavoidable) = You can often use a plural or singular verb after nouns for groups of people or company names (eg. board, company, cominittee, firm, government, management, staff team, union, BF Microsoft). The board was/were vinanirnous. BP is/are investing in new technology. Use a plural verb if you think of the noun as individual people, not one group. All eny staffare graduates IG 2 Find and correct elght mistakes with the verbs in italics in these minutes from a meeting. Health and safety a MMs Gera said that safety glasses 1s now available in the workshops. She reminded the meeting that work clothes are provided and that shorts is not allowed in any work aroa New furniture and audio equipment has been bought forthe recreation room. The sta are reminded to treat this with care, The union has asked staff to report any misuse. ‘The premises are now patrolled at night by NB Securiy ‘Company performance I The management team is pleased to announce that earnings from investments was 10% up on last year. The news in Asia ave especially encouraging, In contrast, exports to the EU was 2% down, Staff benefits Mr Binder said that the company is taking advice from ALD Insurance on the pension scheme, which have a shortfall. Changes to the current scheme is inevitable. ALD Insurance is due to report next month, bb Find four verbs in italics where a plural is possible as well as the singular form. Ed Underline the correct words it 1 Iy/Are office politics a problem where you work? italics. Sometimes both are possible. 2 s/Are the people you work with nice? 3. s/Are your company headquarters in the EU? 4 Is/Are maths importantin your job? 5. /s/Are jeans considered acceptable to wear to work? Make it personal ‘Write answers to the questions in Exercise 7 that are true for you,Articles Read this extract from a website. a. Which nouns are used with articles? b Which nouns are used with no article? 4See Unit 33 (Countability and number). BX The indefinite artici AT You can use a/an: a/an ‘© to talk about something for the first time. Sam met an interesting contact atthe conference. {Sam did not know this person before the conference) ‘© before someone's job and type of workplace (but not to describe their area of business). iy voles @ consultant. She works for a large consultancy in Bristol. She works in marketing (not inamarteting) to say when something is one of many /a group. They're looking for a new supplier. (there are many possible new suppliers) ‘© inmeasurements or frequency expressions (per can often also be used), We produce 3,000 units a/per day A You can only use a/an with singular countable nouns. [if ike some information about your courses (not ee Sonicien! |A2 Use a when the word after it begins with a consonant sound. a business /a computer/a retailer /a successful business A. Some written vowels have a consonant sound when you say them. uniform /a US company /a European company |A3_Use an when the word after it begins with a vowel sound, ‘an opportunity /an American /an MBA (pronounced em) A Sometimes the first written consonant is silent. dan hour/an honest woman hl The definite article: the You can use the: «when there is only one of something, The finance director is giving a presentation tomorrow Business gov i the oficial business lnk tothe US Government, Itis managed by the US Small Business Administration. It provides tan access point to government services and information to helo the nation's businesses with their operations, 4 © when the listener or reader knows what we are talking about. This may be something you have already mentioned in the conversation or text or something you both know about already. We havean outlet in Paris and one in Lyon, We've decided to close the store in Paris to cur costs, (mentioned before) Wheres the meeting focay? (we know which meeting) ‘© with superlative adjectives, UBS the biggest bank in Switzertanc. ‘© with groups, categories and nationalities therich /the laptop (2 category of computer) /the French # with some institutions. the UN/ the World Bank ‘© with some countries (eg. with Republic, Kingdom, States) place names and geographical features. the UK /the Atlantic /the Middle East the White House ‘© with points of the compass. \We'e based 9 the north/south/east/west. © with some time expressions. the past the present/ a the moment © Tessier than twice frequent a af No article ‘When we talk about plural or uncountable nouns in a general way, we do not use an atticle. Lawyers offen work very long hours (lawyers in general) The lawyers we.use are very expensive. (specific lawyers) We do not use an article for: most company names. He works for BP/Microsoft/Sony. ‘© days, months, years and some festivals, on Tuesday /in May /in. 2010 /at Christmas '* means of transport. byplane/car/bus, on foot ‘+ some types of buildings. Hes in hospital/prison/court. (but the office)402-3 AB ~

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