n aunton

r-Inte me lat

OXFORD
UNIVERSITY PRESS
 ACKNOWLEDGEMENTS
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 Vocabulary-learning tips 4

1 Target markets 6

2 Triumph and disaster 11

3 Prioritizing 16

4 Globalization 21

5 Company culture 26

6 Supply and demand 31

7 Negotiations 36

8 Staying competitive 41

9 Fair exchanges 46

10 Human resources 51

11 Business start-up 56

12 Reputations 61

Answer key 66
4

l IP Organizing vocabulary
ProFile 3 Upper-intermediate helps you expand and develop 1 Use a notebook to create an alphabetical list for quick
your vocabulary. Each unit of the Workbook has a and easy reference. Note new words as you come across
Vocabulary section which reviews the vocabulary from the them. Include a definition, the word's part of speech,
Student's Book. and, if necessary an example of its use and a note on
Here are a few tips to help make vocabulary learning a more when the word may be used, i.e. is it formal or informal?
valuable and enjoyable experience. For example:

LJ/\,vestovs bu.ti shares LJ/\, com-pli!J/\,tJ

learning vocabulary in context JI\,. Iii

SACK (LJ/\,fovmli!L) = to dLsmLss someolive fvom

To acquire new business vocabulary you can ... tltteLvjob, o~eliv becc:tu.se of tltteLv -poov
read newspapers and magazines like The Economist -peifoY"V\l\,c:tMe or theLv beht!vLou.v
or Business Week c:tdJ c:tLvec:tdti u.sed hti so~ebodti
else, livot
listen and watch business news programmes. V'veW.
Use the context to help you guess the meanings of unknown V'v. sometV!LV\.g thdt-peo-pLeMe gL\/eV'v to tYtJ
words. or tc:tste.
For example: exlil mp Le: we w~ec{ tltte fvee Sli! mp Le the
Hodgkins have been purveyors of fine foods for 170 years, and sc:tLesmc:tli\, gli!Ve «s, so we decLded to ovdev
members of the royal family are among their most valued
customers.
We can guess that purveyors has a meaning similar to seller
or provider. 2 Use another notebook to record new vocabulary in
As well as learning new words or phrases in context, it is memorable groups.
also important to use them actively wherever possible, in Note words on the same topic together.
conversation or in written work. This will enable you to test
their use and appropriacy in a range of different contexts.
ADY.6R1;.$' NCi.C,OPY\A/R_ITSR = tl pevsoiivwho writes
tV!e wovds fov ao!vertLsemeV'vts· ttfl\,ol··commevcLaL.s.
Using dictionaries she Ls. ouv best copHwvLtev; ·she co~es up wLtV!
A monolingual dictionary such as the Oxford Dictionary of veaLLtj gooo! Lo!ec:ts for- ao!vertLseme.V\,ts. c:t!l\,v< sLogttV\,s.
Business English or the Oxford Advanced Learner's Dictionary TARc;ST = to c~oose ci group of ·co!A-sl-t~evs fova
will provide a more thorough understanding of a new word pvov<uct or- sevvLce.
than a bilingual dictionary. It will also provide information
we Vilitve v<ecEdeo! to tavget peo-pLe LV\,tV!e DVev-55 cige
on:
gvoup. we tV!LV\,R. tV!at tV!ese V'vew cv-uLse V!oLLo!tttis
pronunciation; for example: invoice /mv'Jrs/
sV!ouLc{ ttppettL to tV!em.
2 stress; for example: invoice /'mv'Jrs/ is stressed on the
first syllable; pioneer /,parg'rng(r)/ is stressed mainly on
the third, but also on the first syllable 2 You can also build vocabulary around a particular
3 parts of speech n, v, adv, adj concept. For example:
4 whether a noun is countable [ C] or uncountable [U]
5 examples of use
CONCSPT: VALU6
6 similar or contrasting words.
waste of tLme, e.g. IVtejob LV\,tevvLewWas a waste of
What information can you find in the following dictionary fivvt.e. 1 foufl\,dout tV!cit tV!etj htto!gLvefl\, H1ejob to
definition? soV\11,eoV\,e ttLv-ecidtJ wovR.LV'vg Lii\, tV!e compcifl\,tj.
L!A-vciLucibLe = VeYtj valuable!!
IVte[fl\,fovmcitfoV\, tjDU gci\le uswc:ts LV\,\/tlLuttbLe.
We couLo! Viave mciv<e ci poov cVioLce wLtV!out Lt.
wor+hless = 11\,0 vciLue at ciLL.
SV!ttves Lfl\, tV!e complil!l\,tj ave 11\,0W worth Less;
(11\,Vestovs Vililve Lost evevtjtV!LV'vg.
 5

3 Another way of recording new vocabulary items is 7 Note any groups of words that commonly go together.
according to their grammar. For example: For example:
verb patterns:
t'.)OU ttA~e SOVJA,etVt~V\;g ~V\;tO filCC.OUV\;t
A~6CTIV6S OF ..-=re~-.,,~,....,""""'-'
coV\;sc~eV\;t~ous,. VY.Ll.•A .. ._,,.
nouns + prepositional phrases:
jobs ctAV\; be ~V\;jeopm,-o!tF uV\;oleY tVIYefilt
set u:p: estabL~sh I foV(.V\,ol &l_busCV\;ess
tt-0% av-ouV\;ol:save a farnl/\Jg busCV\;e:s:s Note any commonly occurring three-part collocations.
go uV\;oleY: fa~L I go btAV\;~YUpt. For example:

4 A spidergram is a memorable way of grouping new

vocabulary. You can add new words to it when you like.
T'(P6.S OF IN.SL-\.RANC.6 Al?J6C.TIV6.S

VVl..CIY"LV\-e lL/;lble
thLvot pcntt:J coveveot
fullt:J coVV1..pveheV\-SLVe
8 Be selective. You don't have to learn or record every new
word you come across. Here are some tips:
P60PL6 List new words which frequently occur, and which
clCILV\11..S C1v!justev are useful for your own situation.
NOUNS
uV\-oterwvLtev Divide the list into new vocabulary items you just
polLct:J
LV\-SUY"/;IV\-ce brnk?.ev
lL/;lbLlLtt:J
want to be able to recognize in context, and those
polLCt:J holv!ev you want to reproduce yourself.
cover
beV\,efl-cL/;IY-t:J Write short definitions for the words you just want
Clctuli{Y-t:J to recognize, and fuller definitions and examples of
V6R.B>S use for those you want to use actively.
tC{k?,e out LV\-SUY"/;IV\-ce
V\11../;IRe Cl clC!LV\11..
uV\-v!erwvLte Recording extra information
gLve Cl quotC{tLDV\-
1 Note in which situations a new word is used. Does a
5 As you record new vocabulary, note the base form, new word have a negative or positive connotation? For
together with other words in the same family. For example:
example: clever ( +)
CUV\;V\;~V\;g (-)
VJA,ctV\;age (v); VJA,filv\-tAgevi..teV\;t (V\;); VJA,ctV\;tAgeY~tAL
aolvert~se (v)?tiolvert~seVJA,eV\;t(V\;); ,,,171.,,;,,.vn.c::.1.111,1:;1.·. 2 Is a new word used formally or informally? For
example:
Vlei~ OV\; (~V\;fOYVVt,CiL) = Wfil~t

6 Record words with the same stress and number of 3 Is a new word used idiomatically or metaphorically? For
syllables together. For example: example:
FoY tiem-s,. she Vias beeV\; act~veLti e~e1geol ~V\; woVJA,eV\;'s
ooo cYU.stAole foY equal pat) filj.J\,ol coV\;ol~t~oV\;s.
aolvert~se
ca vi.,ol~oft{te The literal meaning of crusade is a religious war, but
here it is being used metaphorically to refer to a
campaign for the improvement of a situation.
 15 words to do with marketing and advertising.

YENDORSEKHNANW
L D C T C S A T U R A T E R
GPOSPONSORXMWP
LRMKALQKKWPHI I
AOMLCFWGVAHNE I
UMEWCSEGMENTPM
NORCOPYWRITERA
CTCIUMEDIADCFG
HI IWBIRONYSNTE
SOAEMQCAMPAIGN
Y N L L X C G I S X H A J Z
JKVOICEOVERWXH
NVZFPEYHSLOGAN
EQBRANDGERXOUP

some of the words found in 1 to these definitions.

The voice of an actor which you hear in an advertisement.

_! _
2 An advertising strategy with long-term aims. _
3 What someone famous does when they publicly approve a particular product.

4 A kind of humour often used in advertising where a sentence has a double

meaning. __
5 A well-known and easily recognizable make of product._
6 To introduce a new product into the market through advertising and promotion.

7 A section of a market representing a certain type of consumer.

8 A memorable phrase which is used to advertise a product. _

9 To completely fill a market so it cannot absorb any more of a given product.

10 The overall impression a product creates in the minds of consumers.

11 The person who writes the text for advertisements.

12 An advertisement.
 Target markets 7

RE
1 Read the article about new ways advertisers are using to reach their audiences, and
decide whether these statements are true (T) or false (F).

People can be so exposed to advertising that they are no longer aware of it.
2 The TiVo box is a special piece of equipment for showing advertisements.
3 Undercover marketing in bars is aimed at corporate employers. _
4 Advertisers need to find new ways of reaching the young. _
5 Sol understands the need for new approaches to reach British consumers.
6 Product placement is a recent phenomenon in the US film industry. _
7 Product placement is banned on British TV. _
8 Jonathan Ressler believes that ordinary people will mostly replace superstars in the
endorsement of products. _

Research in the United States Britain is not far behind the USA
suggests that a teenager is with. this technique. Last night in
exposed to up to 3,000 London, party lovers could· listen on
television ads a day. These ads their mobile phones to a listof places
can become white noise, to go out under the slogan 'Sol on. a
barely noticeable. The huge mission'. When they rela.X in froht.of
growth of satellite channels the soap opera Hollyoaks, thef.willsee
and the introduction of the actors drinking from bottles of Sol
TiVo box, which can Mexican beer. It is all part of a £1m
record programmes while campaign by Sol, which is rejecting
filtering out the ads, has normal advertising in favour ()f more
reduced the reach of the covertmethods. 'Today's youth are very
television commercial even cynical,' said Zoe Smith, Sol's brand
more. As a result, brands manager in Britain. 'You cannot betoo
are turning increasingly to obvious. They like something a li1:tlebit
undercover marketing. In different that challenges them.'
America, actresses are hired to go into In Hollywood, product placement
bars to offer strangers particular has been around for decades. Producers
brands of alcohol, cigarettes or snacks. can collect upwards of £7 5 ,000 a time
They never reveal the truth of their from companies wanting their product

~'~!l!~!l !illll!~!ll11ll1llll'itl!~i• ~
mission, but the intentions are to help
foster a feel-good image for their the Same is true Of tPIPu1<:1n1n
the m.o•t-h,-.rlC'
corporate employers. This stealth
advertising is aimed particularly at
to be seen on the screen. Toif
TV companies
1
young consumers who are no longer the
influenced by the heavy sell with which
they have grown up.

2 Find words or expressions in the text which mean ...

1 a background sound that is so constant you don't notice it ------------------------
2 removing something by passing it through special equipment ------------------------
3 advertising which relies on making a product visible in a film or on TV ------------------------
4 an object which is used by actors in a film or play _
5 the ordinary person in the street _

3 Find the words from the box below in the text you have just read. Which words suggest the idea of ...
newness and originality?
2 secrecy?
8 Target markets

R
1 Complete the article with an appropriate form of the
verbs in brackets.

Hundreds of people much better use of an advertising budget than unfocused

1 --------------------------- (stand) in advertising. 'TV ads and even radio commercials
the street and (cost) an absolute fortune,' Lucy says.
10 ---------------------------

2 --------------------------- (applaud) 'But if a stunt 11 --------------------------- (catch) the attention of the

because they media,then it 12 --------------------------- (get) the same coverage for
3 ----------------------·-··· (watch) free.' The campaign she 13 --------------------------- (currently work on)
something incredible. In should generate three times as much air time and newspaper
the centre of the road coverage as a conventional newspaper campaign. In her
Lucy Garnett, and· if she career, she 14 --------------------------- (run) a number of successful
4 .; ,_ ·(look) stunts which is --------------------------- (pay) dividends. She
tired, who C:anblame her? ---------------------···-·-- (cover) a London bus with wallpaper for a
Because since last Friday evening, she 5 ---------------·'···-----·· manufacturer, and 17 --------------------------- (even go) 'Street
(dance) non-stop. She came up with the conceptofa dance mountaineering'. This new 'sport' ts --------------------------- (involve)
marathon as a publicity stunt to launch a new night-club. So crawling along the high street in full climbing equipment,
far, both she and her client 6 (be) delighted roped together with her partners! To help her, she
with the coverage they 7 --------------------------- (receive}fromthe usually 19 (employ) students from the local
press and local TV. art school or drama college; or else young actors who
Lucy started her company, PReccentric, shortly: after she 20 __ -.; (look) for more interesting part time
graduated, and since then, she 8 (think up) work than fast-food restaurants. However, when she
clever ideas to draw attention to her clients' businesses and -----------------··--··-·---- (not be) 'surreal' for her job, Lucy
products. Lucy 9 --------------------------- (believe) that her service -·-------------··'····'·----- (be) a calculating businesswoman, as at
an unusual combination of PR and street theatre in a suit as in a giant banana costume.

2 Before writing the article in 1, a journalist went to interview

Lucy. Use the prompts to write his questions.

INTERVIEWER: How long I you I dance? 4 INTERVIEWER: How I you I find new employees at
PReccentric?

LUCY: Since yesterday evening - I feel exhausted.

LUCY: Often through adverts in trade newspapers.
2 INTERVIEWER:When I know I if I advertising
campaign I be successful? 5 INTERVIEWER: What campaigns you I run at the
moment?

LUCY: We normally know by the end of the first week

of the campaign. LUCY: One for a local theme park and one for a
chain of leisure centres.
3 INTERVIEWER: Which I your campaigns I you think I
be I most successful?

LUCY: The one for Vaxis Chemists was amazingly

successful. In 1999, I think it was.
 Target markets 9

n~
!1 }=orrect the mistakes in these sentences.
· 1 Absolutely! I am agree with everything you've said.
---··········--························-----------·················------···-----····················--·····-···-------·········------------- ----·--······--···-----·-····
2 According to me, they make the streets look bright and cheerful.

3 I'm not sure what do I believe any more.

4 By far as we're concerned, it's not true.

5 In the other hand, you could have right.

6 Aren't you agreed that it's an absolutely scandal?

7 From my opinion, we should do something about it.

8 When I see it, the youth of today are easily brainwashed.

i
/,.,~---"\, ---------------------------·····----------------------------------------------------------------------------------------------·-------------------------------------······

2 Some friends are discussing advertising. Complete their conversation with expressions
from the box.

JOANNA: If I were President, I would ban all

advertisements.
KEVIN: Why would you do that?
JOANNA: Because they make us too materialistic.
DAVID: 1 , Joanna! You of all people,
you're very fashion-conscious.
KEVIN: Yeah. 2 to suggest.
DAVID: What would happen if there were no
advertisements?
KEVIN: Well, 3 , people wouldn't know
about new products.
DAVID: And the economy would fallto pieces.
JOANNA: People would still find out by word of
mouth.
KEVIN: Eventually they would, but it would be very slow.
DAVID: 4 , don't you think they make our lives brighter?
JOANNA: Well, s I do, but I just think it's a shame that so much creativity
is wasted on selling soap powder.
KEVIN: Yes, I agree with that, but without the commercial break, we would miss part of
the film or the programme if we wanted to get a drink.
JOANNA: You're right.
DAVID: At last 6 something!
10 . Target markets

1 ~::~~;eb~:. introduction to a piece of advertising copy with words and expressions

You wouldn't play poker with a pro, would you?

i that is exactly what we do when we buy a new car from
a showroom. On average, we buy a car every five years, 2
a top salesman sells five a week 3 h ·····h························
. ow on eart can we
expect to make a deal in our favour?
The short answer is' we can't·' 4 ····························· ' we d on , t stand a chance.
5
--···:······················· most of us leave the showroom hundreds, if not
thousands, of pounds poorer than we needed to be · 6 •
IS
depressingly familiar, don't despair- help is just a click--~~~;:··------
At copacar.com our first price is our one-and-only price. A price you'll
find hard to beat anywhere. No hassle, no haggle.

2 Now use the headings and notes below to write the rest of the copy.

HOW vJ£ SA-\)£ you /vJON£Y

• No .e..xp.e..nslv.e.. shou/vooh1S to rur».
• No stoa/C tl..e-ol. vp on a. shouJvoo/71 »-:
• our: h!!J.e.. /?vjl':!} pow.e..v = (lj)/71p.e..tttlv.e.. pvl(!_.e..s Cvsva.llj onlj
a.va.lla./?l.e.. to (lj)111pa.n1'.e.s whl(L)? hVJ ;jl.e...e..ts o;j (La.VS).
z, /vJA-7Ttl2S DF Tl2USI
• lvv.e.. stovl.e..s o;j p.e..opl.e.. /~sl':!J i..MOJs on .:i::nt.e..vn.e..t pvv(L)?a.s.e..s
thvo!!Jh vntvvstuJovthj w.e..bstt.e..s.
• vJ.e..Jr-e: notJiJst a. w.e..Psit.e..; a.lso pa.vt o;j th.e.. kln.e..sls Jvovp -
ln~vole-s v.e..pvta.hl.e.. lnsvva.n(L.e.. (lj)/71pa.nl.e..s a.no!. ;Ji'na.n(L.e.. orya.n/z-a.tlons.
3 ND Hi:-PP£N £'1Tf2A-S
• Pvl(L.e.. lm./vole-s:
ddlv.eY_J
111.e..ta.lll(!_ pa.Int
I _yv votui fu,X +- J,v.e.a):"douln <!.Oo/-e.Y +- v-ep/M!--e.hl-e.nt <!AY ~ n~
Dvv pvl(L.e.. Is th.e.. ;Jina.I pvl(L.e...
Lf A-NP ;i::F you N££P A- l--1£LP:r:NG I-IA-NP ...
vJ.e..Jv.e.. pa.vt o;j a. -o-: ;jlna.n(L.e.. a.no!. 1'nsvva.n(L.e..Jvovp.
• va:e. (Ltt.n pvov1'k (lj)/71p.e..titlv.e.. ;jlna.n(L.e.. a.no!. (Ltt.V lnsvva.n(L.e...
P.e..opl.e.. who 11/c.e.. (L)?oosl':!} a. (Ltt.V:; J;;vt ha.t.e.. h~:J/l':!J:; shovlol. ~la_/c
on oin-: w.e..hsit.e...
 11

• •
h I

B R
Use the clues to complete the puzzle. Find the mystery word: the arrangement you have
with the bank when you need to draw more money than is in your account.

6
I
7

8
I
9

Another word for bankrupt.

2 The fixed costs that any business has to pay.
3 The buildings or offices from where you operate your business.
4 A long-term loan to buy a house or a flat.
5 Someone you owe money to.
6 A way ofpaying for expensive goods, e.g a car or a washing machine, over
a period of time. (two words)
7 Regular payments as part of the contract for 6.
8 Money entering and leaving a business on a regular basis.
9 A healthy company is able to meet its liabilities with these.
12 Triumph and disaster

1 Read the article about a new invention and decide if statements 1-7 are true (T)
or false (F).

1 The binary actuator is Danny Chapchal's finest invention. _

2 The device has global protection against illegal copying. _
3 The binary actuator increases the speed of jets and car motors. _
4 International firms are actively involved in trying out the device. _
5 Wygnanski took less than a year to produce the gadget. _
6 Its biggest drawback is that it consumes large amounts of energy. _
7 Christopher McDouall believes the actuator has a brilliant future. _

, chairrnan of Camcon d~~tination for/top management from the

ni.sest,o~;tP tellaboyt.his \il{.()[l8.'~..big c?~panies, many of which are
. · •· . :bf .th1~:~/yeafs · Busf ness pil?ting the ne\il{valve.
Award. When he. took over as The binary actuator was invented by Polish
o raise llJOlley for the firm s9und engineer and academic, Wladyslaw
"icle pat_~pt2 on the binary .Wy~panski, w~o has spent more than two

a, ~to:~,:a~rt~~s sou~d very

Certainly not to the first venture
decades perfecting what at first seems to be
the most simple of gadgets.
Tne<vatve ~arks by using magnets and
Lorg~ni~~;.t?n Mr"Chagshal approashed. springs and very little power. It works for a
· .. 'in days oi'"reteiving the company's offer lcing tilTle and at great speed. These qualities
tile~ wrote back saying 'we. cannot see the are what people who use valves have been
· ket for this technology: Mr Chapchal searching _for, and there is every chance that
· s the,y wiJl;:end upin tr.e same po~ition Carnconwill make the big time.
e comp.any that fU~ned down : the Christopher McDouall, a director of the
Beatles. company says: 'This is the beginning of
Thf binary actuator is a valve; a simple but something that over the next 25 years will
brjJ~iant. re-iny~ntion of t~_e valve, a~d a become extremely significant: He should
step~change in technology- -that will make know; he began his career with the legendary
ripples around the world. A valve is a simple Barnes Wallis - inventor of the jet engine -
d~f ce that controls the movement of a liquid and was also involved in the early days of
. -- .· <or.rgas in a system; preventing the liquid from Concorde. Mr McDouall adds; 'You can't say it
moving in more than one direction. is Like the transistor, but it is similar to the
Imagine something that could reduce jet effect it will have:
__ e~-~.ine _ ~oise ~X 90% and al_low ambulances Commenting on the award, Mr Wygnanski
tcri~:go over speed bumps without slowing said: 'This is proof that inventors and the
down ... these applications are just a business community in Cambridge is truly
beginning. Camcon Technology is now the international:

2 Find the names of these four technical items a-d in the text.

3 Find the words and expressions in the article which mean:

a kind of licence which gives the right to make use or sell an invention for a
certain period (paragraph 1)
2 a counting system which consists of zero and 1 (paragraph 1)
3 an effect, like when a stone is dropped into water (paragraph 3)
4 uses (n) (paragraph 4)
5 a clever, new, small technological device (paragraph 5)
 Triumph and disaster 13

I ' 1 Complete the text using a suitable narrative form of the the prompts to make sentences with a similar
verbs in brackets. -meanma to the ones given.
Martin dropped us off. We realized we were at the
wrong terminal.
We I only I realize I we be I at wrong terminal I after
Martin I drop us off.

2 We waited for three hours. They finally called our

flight number.
We I wait I three hours I they finally call I our flight
number.

3 The plane took off. The emergency light came on.

No sooner I plane take off I than I emergency light I
come on.

4 During the drive from the airport our taxi broke

down.
While I we I drive I airport I taxi I break down.
When
different

5 Everybody left. We got to the office.

By the time we I get I office I everybody I already I
4
leave.

7
6 I forgot to pack any shirts. I unpacked my suitcase.
shes . When I I I unpack suitcase I I realize I that I
she 9 . I forget I pack I any shirts.
businesses
up) her
firms

business 13·'····························· 7 Carlos worked in the Barcelona branch seven years.

years later she 14······························· His boss decided to promote him.
of opening her own office. Carlos I work I seven years I before his boss I
decide I promote him.
she 1 s (expand) even
16 (transfer) her .,.n,...,\A/.• nn,w

conference organization.
14· Triumph and disaster

1 Use the prompts to complete the conversation.

ANGELA: I I make I terrible gaffe I at I party. I I I ask Terry I why I he I leave I

old job.

!..m.<Jd.<!..f!..t.~rri!llf!..9.gfff!..r!.t..th.f!..P.W.tY.-.. f..g~kf;rf..T.~rrY..wl1Y..'1.~.~r/..!.~ft..bh.9.!.<!.J.9.k: .
2 CLAUDIO: oh dear I you I not know I he I be I sacked?

3 ANGELA: no I and I he I can't I like I be I reminded I it.

4 CLAUDIO: well I I I be I sure I you I not mean I upset I him.

5 ANGELA: all I same I he I must I be I embarrassed.

6 CLAUDIO: things I happen. I I I not worry I it I if I I I be I you.

2 Pat Jones is speaking to Harry Morris about the late delivery of an order. Rearrange
the words in italics to complete their conversation.

PAT: I've only just received my order. it - have - courier - should - sent - by - been.

!.t.~h.Q_ll/.<J..h.gy_(!._Q?.?.!J..~?.!J.t..t!Y..~Q_llr.!w:~ .
2 HARRY: I'm sorry; I - realize - do - we - that- arranged - had - to - didn't.

PAT: But this is unbelievable! It's written on my order!

3 HARRY: appreciate - angry - I - you - how - Pat - are, but there's nothing about a
courier on my copy.

4 PAT: Isn't there? well - there - I - a - suppose- have - mix-up - might - been.

5 HARRY: Oh dear. do - hope - I - will - fault - you - forgive - our - if- it's - us.

6 PAT: worry- it's - probably- those - just- don't- things - of- well- one.
 Triumph and disaster 15

1 In mobile phone text messages, a word may be shortened by removing the vowels
(a, e, i, o, u), for example: meeting= mtng.Sometimes letters which rhyme with a word
are used, for example: b = be. The first letter of a word may be used as an abbreviation,
for example: w = where.

Match these abbreviations to their meanings 1-14 below.

1 late 8 thanks
2 speak ...... 9 later
3 are 10 for
4 be 11 where are you ......
5 free to talk 12 two I to
6 call you back ...... 13 you ......
7 tomorrow 14 see

2 Now 'translate' the text messages below between Carl and Jenny into
ordinary English.

CARL:

2 JENNY:

3 CARL:

4 JENNY:

5 CARL:

6 JENNY:

7 CARL:

8 JENNY:
16 '

• •
I I

Choose the correct word to complete the sentences.

Please be punctual. I'd like the meeting to start in I on time.
2 The feasibility study is like I likely to be finished by Thursday.
3 Construction work is already six weeks behind timetable I schedule.
4 The train is due to I for leave at twelve tomorrow.
5 We'll miss the deadline I time limit for this project if we're not careful.
6 Why don't we postpone I cancel the meeting to a later date?
7 She begins each day by opening the post and checking her email. It's always the
same schedule I routine.
8 We should finish this task without further deadline I delay.
9 If we hurry up I catch up we'll be able to join the others.
10 You should never call off I put off to tomorrow something you can do today.
11 We have really fallen out I behind with this project; we need to catch up I make up
the time we have lost.
12 Your account is still outstanding I understanding. Please pay within the next five
working days.

2 Replace the words in italics with a word or expression from the box.

1 In the old days children used to work in these mines. -----------------------------

2 She earned money for her holiday by working a lot of extra hours. -----------------------------
3 I wish I hadn't gone to the meeting - it was completely useless.
4 You write to the bank. While you're doing that, I'll phone the suppliers.

5 Occasionally we have some customers who don't pay. -----------------------------

6 I don't want to work forty hours a week so I'm organizing a job-share.

1,,,--,., 7 Six· o'clock! Let's go. -----------------------------

3 Continue the second sentence so that it means the same as the first one.
I couldn't find a taxi for ages.
It took----·-···-··-·--··-·····-----------·-------····-----·····----···-··-·--·-------···-----------------·····---··-·········-···----·--------··--------------·-.
2 The interviews start at 2.00 and finish at 4.00.
The interviews last ·---··-----------··--······----···---·----····--········--·--····--·--······--·--···---·-----··----------··----------------·--·-.
3 We discussed his proposal for three hours.
We spent -···-····-····------·······-·------··---·--·----···--·········-············------··-·-----------·-····--··········--·----··--·----·--·--·--·····--·-·
4 Robert phoned during Lily's meeting with Joe.
Robert phoned while -·--------·---·-··-·-----··-----·------------·-------·------------···-···--···-·--·-----·-·············--·--····-·-·-···-·-·
 Prioritizing 17

the article and choose a, b, or c to complete statements 1-5.

managers . . . _
were keen to learn from the academic world.
had been on many such courses.
regarded the presenter with a lot of respect.
the end of the presentation the audience's attitude had changed from ... _
enthusiasm to boredom.
horror to interest.
amusement to disgust.
filled the container to the top ...

message some of the managers understood was . . . _

there is a limit to what we can do.
we must squeeze more into each day.
we must always have a list of priorities.
presenter's message to the managers was ... _
always focus on what's important first.
you can always make time if you want to.
small problems can grow into big ones.

on time management 'Y\Te'll see,' she said. OQ:ceagain,

invited to give a talk to she pel1tdown and pickeciyp ~nother
bucketwhich contained several
han·clftils•.• .of•.gravel... . Carefti~l}?• she
~~&.~Ii}ent, the)' looked at po11redth,e·gravel into. tl1e·c()nt~irier
en-it-all, heard-it-before until, once again, it reached the top.
wondering whatof any 'Is it full now?' she demanded. 'Yes it
lue a universityacademic is,' another member of the audience
ibly tell them.yvit~no answered. Severalothers nodded their
he begari, 'Today,we agreerne11t.'OK, let's look/she said. however many engaiserneirrtstbler(~ are,
~.}i!tle. practical Once more she took another container we can}lwa,
)'~ggpie?~less polite froill.·tiilderneaththedesk.Now another
G ~l1dienc~ sigh7d, while intrigued, h_eraudience~at.ched·as she
ly groaned at the carefully poured the fine sand it held
filling in time sheets and infothecontainer. This she shook
slightly so that all the san~ could
pe117tra_te between the grayel a!lci the
nware container.with a larger rocks. 'Is it full now?' sheasked.
neck: Then she picked up a 'Pr()bablynot,' came th7r~ply and proves
~Ji;c~cie)(actly.~fte.en rocks by _lool(i!lgattherestof q~fo -~11.dience, 'diffefe
I1~~~s~b9ut thesizeofa it l()oke(l asifeverybodyagr~ed;_ -
Q.~gy·one she dropped 'Good: .Nowwe're gettil1g}gl11e(Vhere.' priql(i.0~
the container. Her One last time she bent down and impost~
ked at each other in pickedup a large bottle fullofwater. big r95 f.
hat is this crazy woman Slowly she poured it into th,e fit themallin
y wondered. Once all the container until it was full.to the brim.
een placed into the jar, the 'Now,' she said, 'it is well and truly
-~-s-7.~Sh~dtqe top. 'Is the fulL' Shepausedfora_coupleof so_.• 9~(:~;-j~;ir~-
eLa§g~.ci->'Yes/ one of her seconds and asked her audience, so c~l19Q~!;g~
egc'.Itlo()ks fuU to me, 'Whatcari welearnfrorriallthis?' and tq~jy;.~.~~;/~>
seithasa false bottom
of the other members of
'It'ssfill.J)le,' onehead of
department replied. 'It proves that
missiowi_~.·~fJ ae
And withthat, s
iled at the comment. however full we think our day is or
Prioritizing

2 Look at this list of events from a senior manager's day. Decide what, for you, would
be 'big rocks', 'gravel', 'sand', or simply 'water'. Think of reasons for your decision in
each case.

opening and sorting mail

2 signing a 'Get well soon' card for a colleague who's in hospital

3 approving the design of next year's sales catalogue

4 having lunch with a new customer

5 filling in claim forms for expenses

6 signing everyday letters

7 replying to emails

8 greeting a group of children who are visiting the factory I offices

9 discussing the strategy for next year's sales promotions

10 having coffee with the staff

11 conducting an appraisal interview with a member of staff

12 reading the business pages of a national newspaper

13 answering the phone each time it rings

This time time tomorrow my plane ----------------------------- (touch down) at Dulles

Airport.
2 I've just heard that Marisa ----------------------------- (have) a baby!
3 Because the company is expanding so much, we ----------------------------- (recruit) thirty
new employees.
4 By this time next year I----------------------------- (be promoted) to the Board.
5 I've got some good news about your new car. It----------------------------- (be ready) for you
to pick it up tomorrow.
6 I don't think I ----------------------------- (join) you for a drink after work. I'm so tired that I
think I ----------------------------- (just go) home instead.
7 I can't go to the meeting because I ----------------------------- (drive) to Scotland this
afternoon.
8 Yvan is furious about his tiny pay rise! I'm sure he ----------------------------- (resign).
 Prioritizing 19

PE

1 Cheryl Wyatt, from a temporary staff agency, is speaking to Gary Coates, a very busy
manager in an advertising agency. Expand the prompts where necessary, and then put
their conversation in the right order.

··--· CHERYL: course I not I it I be I pleasure.

GARY: Goodness me! The advert! How could I forget it? Yes, we mustn't miss the
deadline. I you mind I ask I Frieda Lehman I Human ResourcesI check it?

··--·CHERYL: OK. Incidentally, I what I you like me I do I this advert? It I look/

important.

·---· CHERYL: OK Gary. Now, I I I wonder I you I spare I two minutes I go through /'to
do' list I I I find I Antonia's desk. I I like you I help me decide what I deal / first.

·---· GARY: Then if you I fax it I them, I I be eternally grateful.

..... CHERYL: Certainly. I I put it I top I list.

_____ GARY: I'm pleased to meet you, Cheryl. Call me Gary. By the way, I'm very glad
you've been able to come at such short notice.
_____ GARY: After that, I you ask Brian from Marketing I go I Heathrow I meet our visitors/
on I morning flight I Bologna? He's already seen them once before. It's due to
land at 16.35.

·---·CHERYL: Good morning, Mr Coates. I'm Cheryl Wyatt, the temp sent by the agency.
I'm standing in for Antonia while she's on maternity leave.
··--· GARY: Right. Let's have a look then. Ah, now, the most important thing is the cover
for the brochure. It's already behind schedule and the printers have been
screaming for it since yesterday. I you think I you I organize I courier I take it I
them?

2 Mrs Hogg has a very poor reputation for dealing with her staff and colleagues.
How should she rephrase her instructions to get the best out of people?
2 What would her colleagues say in each case if they wanted to offer to do these
things for her?

INSTRUCTIONS POLITE REQUEST OFFER

a Phone for a cab!

b Close the door!

c Fix the photocopier!

d Buy me a sandwich!
e Bring me that file!

f Pay this bill!

20 Prioritizing

RI
1 Match the pieces to form words which commonly appear in letters to do with bills.

2 Stockwells is a wholesaler which sells pet food directly to dog breeders. Karen Johnson,
the manager, has been obliged to write a strong letter to a customer with a poor
payment history. Put sentences a-h in the correct order to recreate her letter.

Dear Ms Wilkes
I am writing regarding our outstanding invoice for pet food
and supplies. . .
a We now require you to settle this second bill
······ within five working days.
b However, as of this morning, payment is now
three weeks overdue.
c We supplied you with your regular order on
14 January last.
d In addition, I must also point out.that for any future
order we shall require cash on delivery.
e We are no longer able to toler~te tl~is situation, and
accordingly have issued a new invoice.
f As you know, our normal terms of trade are
payment within thirty days.
We have added a 10% charge to cover our
g -·····
administrative costs.
h This is the fourth time within six months that you
have failed to pay on time.
We are sorry to have to take this action, but feel, under t~e
circumstances, that we are left with no alternative.
Yours sincerely
\<.o...v-e-r-. Jo~r-.)or-.
Manager

3 Study the notes and write a similar letter from Mr Bob Marx of Kelso Building
Supplies to Mr Dermot Clancy of JMW builders.

Ta.nya. - l3v-c\ IJ.o...v-ch

Ca.nyou. bu.ildei-s a.bout this invoice? JtJ. W DIAi\c\e-v-<; - r-.e--vJ C.1A)1orv-...e-v- ()ko1A\c\ ve- 1

Give them 1t c.he-c-~e,..c\ oo._r..~ v-e---te--v-e-r-.c.e-))

11
1
If we ·don this Frida.y we ta.ke them s"'n\ie-c\ 1'\"'rv-...l:iir-.~ ~"'ii'rv-...e,..l".1 o._r..c\ rv-...o...1e--v-ioJ?
to court, Vll-\\Ae,- t J ')DO
:¬ __
Arn very discLPP<:iint18.d •witr1'-fh1:!.fu: vv rna.tei-ia.ls in 5ood <:,;-o...ve- ne-rv-... e; 1o"k c\i)C.01Ar-.1 if Di\\ yo...ic\ vJinir-. IS"
faith. c\C;,_~?· ~e-1 ":?V-orv-...i)e,..c\ 1o c\o ni').
Tlia.nks ov-i2r-.o...\ ir-.voic.e- ')e-r--1 z 1n .f e-o:
Bob 12..e,..rv-...ir-.c\e-v- <;e-r--1 13n IJ.o...v-ch. s11\\ hO v-e-1'\j-
 •
I i I

The spending money you have, once you have paid for life's basic necessities.
dis_____ m _

2 Area with tax advantages or incentives for new enterprises.

ec d z _

3 A large business with branches in different countries or continents.

mul cor _

4 Place where goods are manufactured.

pro_ fa _

5 An enterprise where companies work in partnership.

j_ v

6 A way of getting your goods to the end consumer: it could be a supermarket,

direct mail, etc. dis _ _ _ ch _

7 A limited number of top stores allowed to stock your goods.

ex ___ OU

8 Showing exceptional opportunity for development in the future.

out po___ _ __

9 Money you must pay to someone.

fi com _

10 The future prospects for the business and financial world.

ec OU
/-,.
2 R~place the. words in italics in these sentences with an appropriate form of the verb
take combined with a word or phrase from the spidergram. advantage
/ of
1 L'Oreal is trying to exploit the world's biggest market. _t_ake._a_dw;mJngc. __of. care place
2 Multinational companies have to look after their expatriate staff very carefully. of

off on
3 Guess what! Mrs Smith has started to practise Tai Chi. -----------------------------
4 They participated in the last strike for better working conditions. -----------------------------
5 Anthea has replaced Graham as the new marketing manager. -----------------------------
up over
6 Sales have increased dramatically since the advertising campaign. -----------------------------
from
7 The party was held in a new Japanese restaurant. -----------------------------
part
8 We need to· employ more people during the tourist season. ------------------·---------- the
in
9 She used the occasion to network with prospective customers. ----------------------------- opportunity
22. Globalization

RE G
1 Wal-Mart is the world's largestretailer, Scan the text to find the significance of these
figures.

$4bn ----------------------------------------------------------------------
2 31

3 60o/o ------------------------------------------------------------------------
4 £6.7bn
5 17%
6 mne

2 Now read the text and answer the questions.

Why don't analysts share Mr Scott's optimism about Wal-Mart's US growth?

2 Where does Wall Street think that Wal-Mart's future growth will come from?

3 How did Wal-Mart become number three in Britain?

4 What mistakes did it make in Indonesia?

5 What useful expertise has Wal-Mart obtained from Asda?

6· Why does Wal-Mart need to achieve greater scale internationally?

7 How could the acquisition of a European competitor help Wal-Mart's personnel

problems?

'analysts worr>'.·:f.PR4tsaturation .ln cou,.?tfW~··:~MostofYJal-l\1art'sBy~{i~~-§ ·· 'expatriates<with<·•·1ocals,.·and 'every

America• and expecgdomestic growth pr9bl~T%.•.~.ere•<.ayoig_~.b . l·~··· · · · ·'n+m.~-· overs~asco<lrltryte~~·-·e~c~pt China's
to slow. Wall Street is pinning its hopes 1990s. it made the mistake: of is now led by a non-American.Yet it is
instead on Wal-Mart's overseas efforts. exp?~ipg}t5 culture wholesale, X~~D]r expanding faster than it/can train
Founded only · a· decade ago, the than adapting to local markets.When people internally, a.nF h~s.l?st high-
international division already accounts it moved into Indonesia, it shipped lri quality local managers to rivals.
for 17% of sales and 11 % of profits. an.~rytir7 ~frehouse on a barge.~~!~ This leads to anotherproblem: that
Wal-Mart is already the biggest Martr!?Jat<l~ast(.lea.rni.ng. frQ!Jl{i.ts ·· · the lnterriatlonal; division still lacks
· r~tailer ·in_· Cah~.~;~'.i:/and Mexico. _ It ex~e;ri~n~~· y~1i~e _it5 sma11, .n~~?F~::· sc~_1_e,r~ ~~g1oit.5:avin~5:;.fr?m sourcing
boJght ·itself the--:~.number three steps- into. some-foreign. market5;' the;}· ·_•globally,>WaF-Mart ri.eeds.· to> make
position in Britain with its £6.7bn acquisition_ of Asda was bold, more acquisitions. Buying Carrefour
acquisition of Asda and is now pushing providing crucial experience in selling would be its boldest move: However,
'nto China. But its ventures in food. Wal-Mart is also becoming more Wal-Mart is more likely to buy the
gentina, Indonesia, and Germany culturally astute, even importing good hypermarket businesses of Germany's
bee~n flops, ·accompanied by ideas frolTl overseas into its domestic _ Metro, worth $4bn. Buyi2g even part
- · e5.:V\f~~g:·I·~· ·R{~sence in nine · busi.~G~~hH< -. _-_ _ .__-_- _ - .• _ _ _ •. ;':?\i:> . of Metro would bring·Wal'.'.Mait huge
l~-~-~trt:~;jsin fact less t
ButWal.:.Mart's biggest prgblerrUs clout• with European· suppliers, and
its I~~{- of . ;human capital',.· s~y~' · ·also some more experienced European
Coleman Peterson, head of personnel. managers.
The group has been at pains to replace The Economist
 Globalization 23

3 Match words from the text with these definitions.

large electrical goods for the home, such as washing-machines and refrigerators

2 what a market suffers from when it becomes so full it can no longer grow

3 a flat-bottomed boat often used on canals and rivers .

4 daring ··-----······-·-·-··---·--··-
5 essential ............ , .

6 able to make intelligent judgements -----·······················-

7 nationals of a country who live and work overseas ---··············-···········
8 power and influence ···········-·······--····-·--

1 Rewrite these sentences using the words in brackets. 3 After graduating with a language degree, Aidan O'Brien
Nowadays, we almost never go the cinema. was recruited by an international bank. He spent two
(HARDLY EVER) years training at an associate bank in Osaka. Read what
Aidan says about life in Japan. Then use forms of would,
used to, be used to, and get used to to write a list of
2 I nearly always take the 7.32 morning train. sentences about Aidan's experiences.
(AS A RULE)

3 He keeps borrowing my mobile. (ALWAYS)

4 We don't often have problems with late payments.

(ONLY ONCE IN A WHILE)

5 It's rare for us to sell a lot in the first three months

of the year. (SELDOM)

6 He could ask them to supply us if there's no other

alternative. (ALWAYS)

2 Complete these sentences using (get) used to or would

with an appropriate form of the verb in brackets.

When he started his new job, he kept arriving late

because he wasn't (get up) so early.
2 They··············-·------··--··- (employ) apprentices straight
from school, but now they only take on trained
staff.
3 Once upon a time, customers-------·-··········----·····- (pay)
in cash; now most use some kind of card.
4 This new system is difficult at first, but you'll soon Aid.rJrJ: . .IJ§_?.d.. t!l.. iivs.in.« . .h.!l..?t.?.l ..wi.th.t.hg_p_t.hgr _
............................. (operate) it. .m.rJfr~ ..tiainee:__ ,_,_. _
5 When I was a girl, there······················------- (not be) such
a wide choice of career.
 1 When world-famous investment specialist Warren Buffet became the head of
Salomon he gave a speech to the firm's employees. Read his speech and complete gaps
A-F with extracts 1-6 below.

1 but we want them to get rich through the firm and not off the firm.
2 it does not preclude ...
3 I think in the end we'll be more proud of this company than you've ever been
before.
4 What kind of firm can come out of this?
5 'First-class business in a first-class way.'
6 ... have the right view of ourselves.

money for the firm by bad decisions, like

I've done plenty of times, I will be very
understanding. If you lose reputation for
the firm I will be ruthless. . .. D Well,
in that regard I may have a loftier vision
than virtually anyone, because I think
great things can come out of this .... We
have a chance to preserve all of the
strengths of the past and have people look
at us with a new eye. . .. We want people
basically to get rich around here, E We
want them to get rich through the stock,
frankly, and that message will eventually
get out to investors and that's the kind of
thing they want to hear F .

'The Leadership Moment' by Michael Useem

deeds brave or heroic acts gutsy showing courage

ruthless merciless and unforgiving lofty high
preclude exclude

2 Find examples of rhetorical devices in Warren Buffet's speech and put them under the
headings in the table.

LISTS OF THREE CONTRASTING RHETORICAL OPTIMISTIC METAPHORS ADVERBS

PAIRS OF IDEAS QUESTIONS ENDING

the right view of

ourselves (x2); the
right view of us

I
 Globalization 25

1 Nadia Henderson and Melinda King have a chain of beauty products shops. They are
expanding into central and eastern Europe with different European partners and
franchisees. Nadia has been on a visit to Prague to discuss the premises their Czech
partners have found. Complete Nadia's email to Melinda with words from the box.

To: Melinda King Re: Prague visit

From: Nadia Henderson Date: June 28

Dear Melinda,
As promised, I am writing to bring you up to date with the discussion I
with Nevin Havel and Katja Sidor 1 .....................•.•....• the Prague centre
development. 2 they both feel that its location nearWences
Square is perfect, but on 3 it will be difficult to get our pla
the shop front accepted. 4 ............................• Nevin we will eventually obtain
permission, 5 this is likely to involve lengthy negotiations. A
far as the financial side is concerned, I have discussed matters with Petr
Gruber and Gabor Lukacs. 6 they agree that we should
ahead, we do need to be much more realistic about costs. They
7
that the Budapest project was costed carefully, and
e even then it finally went well over budget.
All the best,
Nadia

2 Frances, Helena, and Graham are discussing whether they should translate their
brochure in order to sell their products in Indonesia. Read their discussion and then
write a report summarizing their opinions.

HELENA: It's a complete waste of money to translate our brochure. English is practically
the second language in Indonesia.
GRAHAM: True.but we can impress our clients by printing brochures in their own
language.
FRANCES: And we can put our costs against tax.
GRAHAM: We do need to make sure that our sales literature is culturally sensitive too.
Our translators will help pick up anything that could be offensive.
FRANCES: Yes, I've read that plenty of Western companies have had problems through
being lax about these things.
HELENA: Fine, but why leave it to the translators? Why not hire a specialist consultant to
help with these cross-cultural issues?
26·

m c
B
Complete these sentences with words from the box.

~
, 1
2
These are creative workers and we need to give them space for
I did everything I could to make our business relationship more friendly: dinners,
social events, but nothing worked. I suppose they must prefer to keep the
.

relationship ----------------------------- .
3 It was an old-fashioned,----------------------------- firm, where the boss decided what was
best for everybody.
4 The company structure is extremely ----------------------------- : anyone can rise to the top,
from the secretary to the managers.
5 The management structure here is really ----------------------------- . People have very little
freedom to act on their own initiative.
6 He was an extremely ----------------------------- boss. He made the decisions and expected
everyone else to follow them without question.
7 The company has still got a very ----------------------------- culture where staff must wear a
suit and tie.

1 Read the article opposite, which describes an unusual office culture. Then complete the
table which follows it.

2 Read the article again and continue the sentences.

Pay is low, but Caroline and most of her colleagues ---------------------------------------------------------------

2 However, perks and holidays aren't too bad; for instance -------------------------··--··--·····---------------

3 People at the Trust live cheaply by ---------------------------------------------------------------------------------------------------

4 Promotion in the normal sense doesn't exist, but if you want more responsibility
you have to ····---------------············-·--··········----------------------·······------------------------------------------------------------------------
 Company culture 27

F LIRTING is frowned on, the pay

is poor, but there are some perks
to a job in a Buddhist office. So says
Catherine Hopper, who works at the
Clear Vision Trust, a Buddhist charity in
Manchester which provides videos and
teaching aids for religious education in
schools. For example, where else do you
begin your working day with a chanting
ritual?
Ms Hopper, 38, who used to work at
the Tate Gallery in London, says there is
a healthy culture of trust at work. 'First, intervenes - a
I deal with my emails, business and bike mending - then it
personal. Dealing with personal stuff is for staff to help in
fine. We work hard but no one looks the rest of the team
over your shoulder to see if you're
sending emails to friends,' she says.

IN A TYPICAL OFFICE AT THE CLEAR VISION TRUST EVIDENCE FROM THE TEXT

You are not supposed It is fine to deal with 'No-one looks over your
to use email for personal personal business shoulder to see if you're
use. during work. sending emails to friends.'

2 You are only allowed to

do work-related activities
in work time.

3 Business lunches and

meals are. common.

4 Employees sometimes
take stationery for
personal use.

5 Flirting and gossip

may be part of office life.

6 Promotion is usually part

of the company's career
structure.
28' Company culture

Write sentences in response to these situations using could, would, or should.

You're at the station and someone asks you when the next train will arrive. You know
that a train normally comes in about two minutes .
.Th§ff_$.hQ_tJ:ld._b.?.Jl.tmininf!:_<;o_up_k_9fmirmt.~,------------------------------------------------------------------------------------------------

2 You have been invited to your annual school reunion. Normally you go, but this year
it is impossible because you are too busy at work.

3 You want to leave work I class ten minutes early for an appointment with the dentist.
What do you say to your boss I teacher?

4 You are talking to someone who works in another company. They are talking about
supplying an old customer of yours who you no longer supply because they are bad
payers. What advice do you give?
.Wdi_Jk11g.w_it'$..11Q-11f._9f_my_ _b.U$.in?$.~,_hut. _

5 You have been asked to organize flights for an overseas conference. Unfortunately, all
the economy class seats have already been sold. There are some seats left in business
class. What do you say to your boss?

6 You are telling a young child about how people normally dealt with their money ten
years ago .
.W?lb. .tf.f:.bn.o.l9.gy_.w@n~t.r:§_ggy_qn_<;_?d_trny?.(U:~.agQ__@__it.f$__t.Q_Jgy,_p_?PP-lf. _

7 You are talking to your colleague about an important order you are expecting. Your
supplier promised to send it to you, but unfortunately it's late.
_They}?_$.Q_ _t:tnrf.ligN?,~_th?y_~giJ_t.bey _
 Company culture 29

1 Simon Beard is an engineer who used to work in a mine in Northern Ireland. Study the
rules of employment. Then complete the interview, using appropriate verb forms to
express obligation and necessity.

RULES OF EMPLOYMENT
ALL EMPLOYEESTO BE SCANNED NO JEWELLERYTO BE WORN USE OF SAFETY t..vu1r1v11=1"
BEFORE AND AFTER EACH SHIFT ALL TIMES, "''-''-UUll'l\:J
•, NO SMOKING
BOOTS, AND WHERE
REGULAR MEDICAL CHECK-UPS
ANYBODY WHO TAKES MATCHES, APPROPRIATE, SAFETY
TO BE CARRIED OUT
LIGHTERS, OR ALCOHOL INTO
NO PERSONAL PROPERTY OF THE MINE RISKS INSTANT
ANY FORM IN THE MINE DISMISSAL

INTERVIEWER: What were employment conditions like in the mine?

SIMON: Well, we 1 follow strict rules. There were safety procedures
and procedures to make sure the workers stayed healthy.
INTERVIEWER: I see. So what did these involve?
SIMON: Well, we 2 to start our shift in the mine without being
scanned by a detector.
INTERVIEWER: A detector! So how did you feel about that?
SIMON: Well we didn't really have a choice. The company would never
3 us stay in the mine if they found any jewellery on us. They
were afraid it might catch in the machinery and interfere with the security
checks.
INTERVIEWER: And were you 4 to buy your own equipment?
SIMON: No. When I first arrived, I bought my own helmet and boots, but I
5 bothered. Everything was supplied by the company. We
6 to take anything personal into the mine.
INTERVIEWER: I see. Not even a nice cold beer?
SIMON: Oh no! Alcohol and smoking were 7 , you see.
INTERVIEWER: Didn't that bother you?
SIMON: It was nothing personal; it was just part of the job. We were also
a , undergo regular medical check-ups.

2 Words of more than one syllable can carry stress on different syllables. For
example, 'employee is a three-syllable word, which is stressed on the second
syllable.'

Put these words from 1 into the table according to their stress pattern, as in the
example.

Ooo

oOo employee

oOoo

ooO
30 Company culture

You are a personal assistant in a computer services company, and you have just found two
notes which the managing director has left you. Use them to write two global emails to the
whole staff.

:r do111. 't tki111.J( tkis dnss-dow111. Frid0t.(j poiic.(j is wor)(i111.0 ve.r(j we.ii.
Tue. otke.r d0t.(j :r we.111.t i111.to tke. skowroo~ 0t.111.d tke.re. veere: pe.opie.
we.0t.ri111.0 je.0t.111.s. Pe.opie. k0t.ve.
0ot to 1A111.de.rst0t.111.d tk0t.t if- tke.(j 0t.re.
de.0t.ii111.0 witk tke. p-tAbiic.1 tke.(j k0t.Ve. to iooj( re.0t.S011t0t.bi(j S~Ot.rt. C..0t.111.
(jo'IA re.~i111.d e.ve.Y'(jo111.e. wk0t.t tke. poiic.(j is? The. r'!Aie. is s~0t.rt c.0t.s'IA0t.i
dre.ss. Pe.rk0t.ps (jo'IA C.Ot.111. S'IAOOe.st tk0t.t it is o:
0ood ide.0t. f-or pe.opie. to
J(e.e.p so~e. s~0t.rt c.fotke.s 0t.t tke. o-F--Pic.e.1j1Ast i111. c.0t.se. so~e.o111.e.
i~port0t.111.t c.o~e.s i111. witko'!At w0t.r111.i111.0.

Re:

From: Date:

few months ago, we introduced

the firm. This has been a mixed success ...

:r k0t.ve. be.e.111. tl-i..i111.J(i111.a 0t.bo'1At tl-i..e. p0t.rJ(i111.a probie.~s ke.re.. :r tki111.J( we.
sko'!Aid e.111.d tl-i..e. poiic.(j o-F- re.se.rve.d p0t.r1<i111.tt sp0t.c.e.s -F-or ~0t.111.0t.0e.~e.111.t.
So~e. pe.opie. do111. 't '!Ase. fl-i.,e.~1 0t.111.d o: iof of '!AS C.Ot.111. C.O~e. l-i..e.re. 0111. p1Ab£ic.
fr0t.111.sport. Tue.re. Ot.re. ()t. -F-e.w pe.opie. wl-i..o C.Ot.111. 0111.i)r oe.t to worJ( b(J c.0t.r,
0t.111.d :r tl-i..i111.J( we. sko'!Aid J(e.e.p 0t. -F-e.w sp0t.c.e.s -F-or 1-ke.~. Tue. re.st of- tke.
sp0t.c.e.s sltl,o'!Aid be. 0111. 0t. f-irst-c.o~e.--Pirst-se.rve.d b0t.sis1 i.e , if- (JO'IA w0t.111.t
()t. sp0t.c.e. (J01A ii
1 k0t.ve. to ae.t 1Ap e.Ot.ri(J. Tue. ~ost i~port0t.111.t tk1111.a is
tk0t.t we. J<e.e.p tl-i..e. c.'!Asto~e.r p0t.rJ<i111.0 stric. H(J -Por c.'!Asto~e.rs. Re.~i111.d
pe.oph o-F- fltl,is. A111.d if- 0t.111.(Jo111.e. p0t.rJ<s i111. ttA,e. dis0t.bie.d p0t.rJ<i110 sp0t.c.e.s
ftA,e.(j'H be. d0t.~pe.d!

To: Re:
From: Date:

After great consideration and consultation, we have decided .•.

 31

I
1 Choose the correct word to complete the sentences.

If we match I set I do the price too high, nobody will buy the product.
2 Their new portable copier fetches I sells I priced at just €300.
3 The industry watchdog accused the airline of predatory I cut I retail pricing over
the Christmas period.
4 The price of raw I crude I commodity oil rocketed in the 1970s.
5 If we want to benefit from economies of elasticity I size I scale, we need to
increase our production.
6 We need to sell 10,000 copies to cover our costs and break even I through I down.
7 There's nothing we can do about our fixed costs, but could we cut our varied I
variable I variety ones, I wonder?
8 The problem with skinning I skipping I skimming the market is you can upset
early adopters who paid the top price.
9 Prices keep going up - inflation I recession I GDP is now running at 12%.
10 Three supermarket chains have been prosecuted for organizing a price-fixing
monopoly I cartel I boycott and cheating consumers.

2 Complete these sentences with the words in the box.

I find my personal organizer absolutely ; I'd be lost without it.

2 BMW's takeover of Rover proved to be a mistake.
3 This restaurant's rather ; why don't we try the other one?
4 Nursing is poorly paid, but is a socially job, and in
other ways.
5 The vase we bought at the auction turned out to be a imitation.
6 The painting is Nobody can put a value on it.
7 In theory, publishing aims to add to ink and paper.
8 I thought the management training weekend was a completely .
exercise; it didn't seem to have any aims at all.
9 We have been searching for a replacement for Mrs Thomas but we are finding it
difficult to find a successor.
32 Supply and demand

1 Read the article about coffee production in Vietnam and find the following
information.

the period which saw a dramatic interest in the price of coffee -----------------------------
2 Vietnam's world position as a coffee producer 10 years before the article was
written -----------------------------
3 Vietnam's position at the time of the article -----------------------------
4 the area of arabica bushes farmed by Vo Danh Ke -----------------------------
5 the percentage of arabica bushes of overall coffee cultivation in Vietnam

6 what has happened to arabica production since 2000 -----------------------------

2 Write answers for these questions.
Why is Khe Sahn's success a paradox?

2 What effect did Vietnam help to cause when it decided to become an important
coffee producer?

3 According to Oxfam, what has happened in some coffee-producing countries like

Ethiopia?

4 How have major global companies stimulated the planting of arabica bushes in
Vietnam?

5 How has this affected the life of a simple farmer such as Vo Danh Ke?

6 According to Doan Trieu Nhan, why does Vietnam have a competitive advantage
in coffee production?

7 Why does VICOFA think that its future lies in the cultivation of arabica bushes?

8 According to the article, why is this shift to arabica cultivation not such a
good idea?

3 Join beginnings of sentences 1-6 with endings a-f to form definitions of the words
in bold.
When there is a glut of a it grows fast and it's a good time to make
something _ a lot of money.
2 When we formulate a strategy b they are successful and earn lots of money.
3 When business is booming c we make a plan for the future.
4 During a slump d production greatly exceeds demand.
5 When people prosper e you encourage it to develop and go
6 If you give something forward.
a boost f economic activity is severely depressed.
 Supply and demand 33

The village of Khe Sanh, a former l<he Sanh, who have prospered, and in
battleground in the hills of central the process prompted a nationwide
Vietnam, is a booming coffee town recovery scheme. The key to Khe
amid a global coffee slump. During Sanh's survival is arabica, a pricier
the mid-I 990s, when coffee prices bean than the robusta variety most
soared, Vietnamese farmers planted Vietnamese farmers grow. A special
coffee beans with abandon. In a training scheme, whereby big
decade, the country grew from the international buyers such as Kraft and
world's sixteenth-biggest exporter to Sara Lee teach growers how to meet
the second, helping to create a their quality standards, also promoted
worldwide coffee glut in the process. the spread of arablca in l<he Sanh. Vo
This week, as coffee farmers and Danh l<e, who owns 2.7 hectares of
industry officials gathered in Geneva arabica bushes near the village, says
for a crisis meeting, the Vietnamese they earned him the money to buy a
are pushing ahead with a new strategy new motorcycle, a television, floor tiles
- one that could shake up the market and roofing.
al I over again. At the moment arabica accounts
The plunge in coffee prices for less than 5 % of the coffee bushes
brought ruin to many farmers in the country. But production has
worldwide. According to a new report doubled since 2000, according to
by Oxfam, a British aid group, the
slump is boosting the drugs trade. In
Ethiopia, which produces some of the
finest coffee, many growers have
uprooted their bushes to grow khat,
which can be chewed as a narcotic
and sold for more money.
Vietnamese coffee-growers have
also suffered because of the glut in
the market. But not the farmers in
34· Supply and demand

1 Decide whether these sentences are correct (if) or 2 Join these sentences using the conjunction in brackets.
incorrect (X). Make any other changes which are necessary.

Although the supply of oil increased, the price kept The tickets cost just €30. We had to pay €50 for
each one. (EVEN THOUGH)
on rising. _
2 However their exports rose the domestic market
suffered. 2 Their transportation prices are high. They are
3 Even though they accepted the goods, they were extremely reliable. (HOWEVER)

three months late.

4 Its inhabitants are poor nevertheless the country has 3 We carried on supplying them. They hadn't paid
fabulous natural resources. our other invoice. (NEVERTHELESS)
5 They often pay their bills late. However, they are our
biggest customer. _ 4 Our profits went up. The cost of our raw material
6 Despite the country has tough customs regulations, increased. (DESPITE)
we managed to export our machinery. _
5 Our lorry broke down. We managed to deliver the
goods on time. (ALTHOUGH)

6 There was a dockers' strike. The ship was unloaded.

(IN SPITE OF)

E
Read the excerpts from a meeting. A clothes store has been losing market share to its
competitors. Complete the excerpts with phrases from the box.

LISA: So 1 the worrying sales figures leading up to Christmas. Jeremy is

going to 2 some of the reasons.
JEREMY: Well, there is one very simple reason: our prices are too high.
ARNOLD: I'm not quite sure 3 , Jeremy. We've always had cheaper
competitors but we've managed to stay ahead on quality.
JEREMY: Well, 4 c is that this is no longer the case. You see, they're
matching our quality at much lower prices by having their goods made in low-cost
labour markets.
ROBERT: 5 for me here? Exactly how much higher are UK costs?
JEREMY: Easily 30%, more than the industry average.
LISA: I'd like to hear some other opinions. 6 from you yet, Sebastian.
SEBASTIAN: 7 to approach some overseas manufacturers for some quotes.
ROBERT: So 8 is that if we receive some reasonable quotes, we should
consider changing our suppliers?
SEBASTIAN: Exactly.
LISA: On that note, I think we've covered all that needs to be said. 9 ?
No? In that case, if you all agree, Sebastian, you'll research other suppliers and
then we'll have a further meeting to discuss your findings.
 Supply and demand 35

1 Use the prompts to write sentences describing trends.

there I be I dramatic I rise I cost I car insurance I next year
.TJ:wr.(:w.il!.l:?.?__q_drnmatif::.ris.?.iv.t.b.g_f::9.~t..9f_mr.i.11§_ur.@.c;g_n.mygar. _
2 HDT Pharmaceuticals' I fortunes I increase I steady I past six months

3 Today's rumours I Britain's entry I euro I see I sharp drop I value of sterling

4 sales I digital TVs I rise steeply I recently I last year's dramatic increase /
availability of new channels

5 slight fall I profits I Stomex shares I not as bad I predicted

2 Complete the text with a variety of verbs and adjectival I adverbial phrases for
describing movements and trends. The verbs and phrases you use should be similar
in meaning to those in brackets.
 • •
I I

1 Complete these sentences with an appropriate form of the word in brackets.

There is never any point in having a -·-·-----·--·-----·----·----- with a passenger.

(CONFRONT)
2 Sometimes you have to make a small ---------------·············- to show your good will.
(CONCEDE)
3 Tony is an extremely person who knows how to get what he wants.
(MANIPULATE)
4 Nothing is ever fixed: everything is (NEGOTIATE)
5 He is one of the most people I have ever met. (PERSUADE)
6 I do apologize for the terrible which has occurred. (UNDERSTAND)
7 I am convinced that we can reach a ··--------·····---······---·- arrangement for all concerned.
(PROFIT)
8 We will seriously consider any concrete·············---·········---- you make. (PROPOSE)
2 Complete the collocations in these sentences.
We finally managed tor _g_ .e s. h: a c_Q_ m _p_ .i: _Q ~ _g_ over the terms of
the contract.
2 The shop assistant was so rude that James l his t and
started shouting.
3 Ever since the price of wheat rose I've been trying to g _ 0 of the
contract to buy two cargo shipments of it, but they won't agree to cancel it!
4 Allow the customer to believe that he is t _ _ _ the
_ _ _ _ _ by letting him ask a question.
5 We've b _ a good r _ _ _ _ _ _with our suppliers.
It's a real pleasure to do business together.
6 They were hard negotiations but we finally b _ them d
on the price and paid 50% less than they originally asked for.

1 Read the article opposite about different types of boss. Decide whether statements 1-6
are true (T) or false (F).

With a dictatorial boss, you have to show how much you enjoy your job .
2 Bureaucratic bosses don't know how to deal with unusual problems .
3 A charismatic boss strives for personal ambition above all else .
4 Consultative bosses need to be liked and respected by their staff .
5 Laissez-faire bosses focus on detail.
6 It is difficult to get an abdicatorial boss to make a decision. ·----·
 Negotiations 37

Boss · how to identify them and h

DICTATORIAL CHARISMATIC
Profile: They are in charge for a reason - they Profile: They motivate staff to achieve the
are the best person for the job - and must company's goals rather than their own. They
therefore tell everyone else what to do and how lead by personal example and they inspire
to do it. They are motivated by the need to win loyalty. They are driven by the need to act for
every argument. They rely on reward and company's greater good at the expense
punishment. personal desires.
How to cope: Always ask their permission How to cope: Be enthusiastic about
before doing anything and demonstrate that you dreams and show that you, too, put the
are fulfilling their orders with enthusiasm. first.

BUREAUCRATIC CONSULTATIVE
Profile: Got where they are today by following Profile: Highly concerned about
the rules and see no reason to change now. Lack and keeping close personal and
ability to take risks, and take responsibility relationships. Likely to consult staff at every
seriously. Problems dealt with by referring to the turn. Afraid of making solo decisions and prefer
rulebook. to share the burden of power.
How to cope: By giving them the rules when a How to cope: By not being afraid to give an
decision is necessary and submitting any opinion and involve them by taking them out to
requests in writing. lunch, or to the pub after work.

2 Read the article again. Which type of boss is being described in these sentences?

He was a real inspiration; people would have done anything for him. He built the
company from nothing by getting people to buy into his beliefs. ·------------------------------------
2 She's a really lovely person and always asks us for our views. But she does get
upset if the staff don't involve her in evenings out. -------------------------------------
3 He gives the impression he wouldn't worry if the building burnt down. A lot of
the time we have to do his job for him. I always insist on sitting him down to talk
through decisions, although getting him to have a proper meeting is another
problem. ----------·----·---------------------
4 I don't think she's ever made a decision without checking it in the staff manual.
She's the last person I'd ask for a creative answer to an unusual problem.

5 She doesn't interfere and lets you do your job in your own way. All the same, she
is there if you need her, even if she doesn't like being bothered by little things.

6 I think he's got a power complex; he wants to control everything. If you want a
quiet life, just do whatever he wants with a smile on your face. But never, under
any circumstances, do anything without checking with him first.
 Negotiations

1 Correct the mistakes in these sentences. 2 Match these conditional forms to the sentences in 1.
If we wouldn't have given the discount, we wouldn't zero conditional 3rd conditional
have their order.
1st conditional mixed conditional
2nd conditional

3 Complete these sentences with an appropriate form of

2 If she would look smarter, it would help her get a the verbs in brackets.
better job.
If she------------------------------------------- (act) more reasonably
we ------------------------------------------- (can find) a compromise
which suited everybody.
3 If they will pull out of the negotiations, we'll just 2 So what------------------------------------------- (you say) if, for
have to accept it.
instance, we ------------------------------------------- (contribute) to
your expenses?
3 Negotiations generally------------------------------------------- (work)
4 If he hadn't been so suspicious, we could sign the better if they ------------------------------------------- (be conducted)
contract last week. in less formal surroundings.
4 I --------------------------------------- (see) you at the same time next
week, unless I ------------------------------------- (hear) from you.
5 It's a shame you weren't at the meeting. If you
5 In this company employees will have to ask their
------------------------------------- (go) to it, things
boss for permission if they want to leave early.
------------------------------------------- (may work out) differently.
6 I wish we'd checked his bank references before. If we

------------------------------------ (have), we ------------------------------------- (will

not) still be chasing him for payment.
7 There's no doubt about it, if I ------------------------------------
(run) the company, I ------------------------------------------- (make) a
lot of changes. But I'm just the messenger boy.

4 Continue the second sentence so that it means the same

as the first one.
Sally was in such a hurry that she forgot to take her
briefcase.

If Sally ---------------------------------------------------------------------------------------------

2 He doesn't know the answer. He won't get the job.

If he--------------------------------------------------------------------------------------------------

3 It's a pity that we didn't get the contract, because

now we're in such a terrible mess.

Ifwe -------------------------------------------------------------------------------------------------
 Negotiations 39

SPE
1 Lorna from Customer Services is talking on the telephone with an extremely irate
customer, Mrs Wallace. Decide which sentences a-o are spoken by Lorna, and which
ones are said by Mrs Wallace. Write L or Win the first gap.

a Don't tell me your problems; I've got enough of my own. Why on earth
didn't somebody call me?
b Another date! As far as I'm concerned, you can deliver it today or you
can cancel my order.
c Oh dear. Do you happen to have your order number, Mrs Wallace?
d Once again, I'm extremely sorry, Mrs Wallace. On behalf of
Greenwood's, I can only apologize for any inconvenience you've suffered.
e _ _L__ J_ Customer Services. Lorna speaking, how may I help?
f I can fully appreciate your frustration, Mrs Wallace. Would you let me
arrange another date and time for you?
g Well, it simply isn't good enough.
h Just a moment, I've got it written down somewhere. Yes it's BHY / 8976.
_W _)__ Good morning, my name's Wallace, Mrs Isabelle Wallace. I'm calling
about a sofa delivery. I've been waiting in all morning and it still hasn't
arrived.
That's lovely. I'm just calling your details up on the screen. Ah yes,
according to this, it should have been delivered first thing this morning.
k I'm afraid I don't know; I don't deal with the deliveries myself.
I suppose so, I've already wasted three hours. I'll make sure that I'm in.
m Yes, I already know that, I've taken the day off work to be here. I'm
extremely cross.
n I see, Mrs Wallace. If you bear with me a moment, I'll see what I can do.
Would this afternoon between four and five suit you?
0 I do understand Mrs Wallace, but unfortunately two of our drivers are
off sick.

2 Now number their conversation in the correct order.

40 Negotiations

RI
Re~dthe letter of complaint written b So hie
wnte an _appropriate reply which shm~s ~ Agne'; to the manager of a theatre. Then
phrases m the box below as you can. e managers concern. Include as many of the

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C1'J-"'et \\-1ea.t'<"e
.'.2.5t\., Ja.Y\v..a.'<"1

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wit\, a. 'J-'<"olA'f' o.f. ,<:.o_Q_Qe~ .f.'<"ie"'as, w\.,e"' we ,<:.a.""'e
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.f.ea.tv..'<"es Ste#i NewJ!a."'a a."'a Y'<\eJ! Jo1,<:.e, -f-'<"o""' ti..e
~'" J! jj..a. "'a T w'1stea Siste'<"\.,ooa.
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ti""'e .f.o'<" ti..e ""'a.ti"'ee -pe'<".f.o'<"""'a.'(\,<!-e·
J:.. ,<:.a.Y\1t te.vi 1ov.. i..ow a'1sa.??oiY\tea we a__Q_Q we'<"e,
t\.,e'\e.f.o'<"e, wi..e"' we '3--°t to ti..e ti..ea.t'<"e o~1 to
.f.'IY\a ti..a.t Ste#i NewJ!a."'a a."'a Y'<\eJ! -So1,<:.e we'<"e Y\ot
-peY-.f.o'\""''IY\'3-- ti..a.t aa.1. 'vJi..a.t!.s ""'o'\e, jj..e.f.o'<"e
jj..oo_.ki"''J- ti..e t'l,<!-,.kets J:.. a.,<:.tv..a..iQ1 teJ!e-pi..oY\ea to
,<:.oY\.f.'1'<"""' ti..a.t jj..oti.. si"'~"s wov..J!a jj..e ovv sta.~

ti..a.t aa.1.
'vJ\.,eY\ J:.. a.s_.kea ti..e J!a.a1 ·,Y\ ti..e jj..ox o#'l,<!-e .f.o'<"
a."' ex-pJ!a."'a.tioY\ a..f.te'<" ti..e -pe'<".f.o'<"""'a.'(\,<!-e, si...e
'\e-pJ!'1ea t\.,a.t s\.,e aiav(t _.kY\oW t\.,e '\ea.SoY\ .f.o'<" t\.,ei'<"
a.jj..se'(\,<!-e.. Y'<\1 -f-'<"'1e"'as a."'a J:.. '3--°t ti..e ·,""'-p'<"ess'10Y\

ti..a.t ~i..e' ~~~:1 f ~~ill1 ,<!-a.;~?~:~~~~:: wa."'tea ~::""

~t '<"ia oil' v;:S. Y'fl1 jj..i'<"ti..aa.1 t'<"ea.t tv..""'ea ov..t to
jj..e a. '<""ea..5! a.Y\ti-,<:.J!i""'a.x.

J:.. t\.,i~ .i~'s i."ea..iQ1 W'\oY\'J- .f.o'<" ti..ea.t'<"es to

o-pe\-a.te iY\ t:\.,i~ wa.1, a."'a to \.,a."e t\.,is ,.ki""a o.f.
a.ttitv..ae. Not ov..!).1 aia we t'<"a."e_\i a. J!o""'J- wa.1 to
.see ti..e ""'V...Si,<:.aJ!, jj..v..t we a...S!so s-pe"'t a. J!ot
0.f.
.f.o'<" ti..ea.t'<"e ti,<:._.kets a.""a
t\.,i~ ,.c..a. '\e.f.v.__Q_Q1
 41

• • •
I I I

1 Complete the text with an appropriate form of the words in brackets.

1
Management (consult) is a growing oustness
companies suffer from a lack of 2 ················-···········-
specialize in 3 ····························- (recruit) or marketing, ... ,. . . _._ ......, ..... ~.......
concentrate on strategic planning. This may
4 ..............•.............• (acquire), or whether

gathering market 6 ····························- , .u,c .... .J..J.L;::;_.... .uc1

Although all employees are . . '""' . ., ........ . , . . .

job of any person from outside

profession is not without its compensattonsi
high salary in return for their 9·······-····················-·-

2 Look at these sentences and decide whether the words or expressions in italics are
describing successes (S), or failures (F).

There must have been a breakdown in communication; I never got your

message .... : ..
2 She's a real high flyer; she'll probably be running the firm in a couple of years .
3 His cunning plan backfired and he was given the sack. .
4 I'd like to thank everyone who worked on the launch. It went like clockwork .
5 Scientists have made a breakthrough in the quest for a cure for this terrible
disease.

3 Match thewords and expressions in italics in 2 to these definitions.

1 had the opposite effect to the one intended .
2 an important development which usually comes after a period of difficulty, or a
long wait .
3 a dynamic and ambitious person who may have a bright and successful future

4 worked perfectly and according to plan .

5 a collapse or failure which prevents further progress ····························-
 Staying competitive

RE
1 Hamleys is Britain's most famous toy shop. It is located in the West End of London,
famous for its theatres, expensive shops, and department stores. Read the article and
complete paragraphs A-F with these initial sentences.
Mr Burke brought back the basics of retailing with a focus on range, value,
service, and the store environment.
2 The success of The Bear Factory will help reduce Hamleys' reliance on the
flagship store.
3 Two weeks before Christmas and Simon Burke, the chairman of Hamleys, is
striding around Britain's best-known toy store looking anxious.
4 Indeed he has strong views on the toy industry including the fact that many hot
sellers are not up to much.
5 'I used to play games like Diplomacy and war games (as a child).'
6 Services like VIP shopping have been introduced, as well as a home delivery
service.

B 'I think that with the degree of store so we should have the ultimate
branding that is prevalent in the toy toys.'
industry, the actual playing quality of the E _ Hamleys has also started an
item is often overlooked. You'll get what expert hotline where customers can ask
are sometimes quite poor toys that will questions about specialist areas like
sell very well because they happen to model railways. Prices are more
have the right brand or because they are competitive and the flagship store has
supported by massive advertising.' been given an additional £2.6m
C _ It was all strategy games, rather makeover to make it closer to the
than games of chance where there's lots fantasyland it should be. Meanwhile the
of dice-rolling involved.' The former war failed Toystack stores are gradually being
game player has needed all his strategic turned into branches of The Bear
skill to revive the fortunes of Hamleys Factory, which sells custom-made teddy
which was an under-invested has-been bears with voice-recorded messages.
when he was brought in two years ago. F _ It will also cut the group's reliance
A This is a make-or-break time for the With four chief executives in the on tourist spending. All of which brings
company which makes nearly all its money previous four years the business had Mr Burke to an issue he clearly feels very
in the last three months of the year. But become confused. And the acquisition of strongly about. It is the decline of
you realize that he doesn't look half as Toystack, a chain of shopping mall toy London's West End. 'It is quite a
anxious as some of the shoppers. 'When it stores, had proved disastrous. challenge to trade in the West End now.
gets close to Christmas Eve people will, D _ He has cut out cheap rubbish and Time was when people would have given
within reason, buy just about anything,' put in more own brand products anything for a West End site. But now
he says. Hamleys is enjoying a renaissance including traditional wooden toys. 'And you have to ask some questions. There is
under the 43-year-oldMr Burke but the we have more big-ticket items such as a a fundamental transport problem and
former Virgin executive who joined the £16,000 4x4 mini car with a petrol there are an increasing number of
firm two years.ago, is no starry-eyed kid in driven engine. I don't expect to sell alternatives with free parking. The West
the candy store, many of them, but we're the ultimate toy End has to pull its socks up.'

2 Find words and expressions in the text to match these definitions.

1 a crucial period determining success or failure .

2 a naive child
3 a sweet shop .
4 products which are selling extremely well .
5 cubes with dots used in a game of chance .
6 expensively-priced goods .
7 a complete change of image .
8 the most important of a group of shops .
9 make an effort to improve performance ··················---·---···-
 Staying competitive 4~

3 Read the text again and answer these questions.

Why are the weeks before Christmas so important for Hamleys?

2 What theory does Burke have about the success of some toys of poor quality?

3 What connection does the writer make between Burke's childhood hobbies and
his actions as a manager?

4 How do we know that Hamleys was in a poor state before Burke arrived?

5 What is The Bear Factory's USP?

6 Why is The Bear Factory so important for the London store?

7 What worrying key issue is beyond Burke's control?

Complete these sentences with an appropriate form of the

verb in brackets.

Generally speaking, I like ----------------------------- (sort out) my

expenses once a week.
2 'I hope you remembered ----------------------------- (fax) that report:
'Oh no! I meant----------------------------- (send) it, but in the end
I forgot ----------------------------- (do) it.'
3 When the computer crashed, it meant ----------------------------- (re-
install) all the software.
4 She began her career ----------------------------- (fill) shelves but then
went on ----------------------------- (become) Managing Director.
5 I'm notused to ----------------------------- (speak) in public so I need
----------------------,-:---- (practise) my presentation.
6 The last time I used my card? Well, I remember
----------------------------- (use) it ----------------------------- (pay) for some petrol.
7 ----------------------------- (smoke) is banned throughout the building.

8 We've tried ----------------------------- (relaunch) and -----------------------------

(repackage) the product but nothing seems -----------------------------
(work).
9 That's the office where I used ----------------------------- (work).
44 Staying competitive

SPE
1 Use the prompts to form the introduction to a presentation.

Good morning everybody. As you be I aware I object I today's meeting I be I to

present I results I our research I share our thoughts with you. First I all I I I outline I
company's current position I talk you through I facts. Afterwards, I I propose I urgent
action I should take. Finally, we I put forward I suggestions I medium term I explore I
alternatives. However I before I begin, I like I thank you all I your co-operation. I
know I I speak I behalf I my entire group.

2 Rearrange the words to make sentences following on from the introduction in 1.

what - so - important - can - this - we - lessons - learn - from?

2 will through- talking- strategy- Cathy you be - our - medium-term.

3 latest - going - we - right - are - to -start - running - the - through - by -

results.

4 attention - I - like - statistics four - would - draw - to - your to - key.

5 brings - scheme - us - this - topic - to - the - the - pension - of.

6 start - the let's - by - we - looking - at - facts - and - shall - figures?

7 I :- like - to - head you - would communications - of hand - to - our -

Cathy Black over.

8 if - look - so - handout - eight - you - would - like - graph - to - the - at -

on - page of the.

9 graph - you - see further - can - two this - features - reveals - as -

encouraging.

10 time - turn - most - now - our - to - its - recommendations - important - to.

 Staying competitive 45

The Bloomsgrove corporation has a residential training centre for employees. It receives
150 people at any one time. There have been complaints about the catering and a
committee has been asked to come up with ways of improving the service. Using the
notes, write a report on the committee's findings under these headings.

Currel/\..t .SLtuettLOJ/\..
- C..01M..1M..Lttee fov1M..eot to LooR LV\..to co!M..pLetLJ/\..t.S etbout cettevLJ/\..g.
- 6VeytjOV\..e ltlet.s to eett .set1M..e 1M..eetL. No cltloLce.
FL.xeot 1M..eetL tL1M..e.s. WetLtev sen/Lee - cetl/\.. be vevt'.1 slow.
CettevLJ/\,g services are YUi/\.. btj "E>Loo1M..sgvove e1M..pLot:iee.s.
COIM..IM..Lttee getve questLOV\..V\..CILve.s to GOO pmtLcLpC!J/\..t.S.
oLot-fet.sltiLol/\..eot etl/\..ot fovlM..etL - 3~ LLRe tvetotLtLOJ/\..etL ett1M..o.spltleve, so(_b Wetl/\..t
.so1M..etltlLJ/\,g 1M..ove LV\..fov1M..etL, 1.~ 'otol/\..'t RV\..OW.s'.
- 40(.b -f1..J/\,ot 1M..eJ/\,u UV\..L1M..etgLV\..C1tLVe, title vest tltlLJ/\..R Lt'.s OK.
- GO vegetetvLetV\...s were LV\..tevvLeweot. NeetvLtj etLL foul/\..ot title vegetetvLCIJ/\,

UJ/\..etcceptetbLtj poov:
30 people of otLffeveJ/\,t J/\..ettLol/\..etLLtLe.s tltlougltit +he cooRL~ Ls too
~,,,-.-

"Po.s.sLbLLLtLe.s
- CouLot .sub-col/\..tvetct service. Cltleetpev; but wltlett etbout quetLLttj? Betot fov ViA.ovetLe
to ve1M..ove cettevL~ .stetff?
- Fu.LL cetl/\..teeJ/\, service, "People queue etl/\..ot IM..etRe cltloLce Cit coul/\..tev: Move cltioLce,
but couLot cetu.se Lo~ queues. Not .specLetL el/\..ougltl.ju.st LLRe schoot 1M..eaL.s. Wet.ste
of fooot.
- Col/\..tLV\..ue wLtltl set1M..e .sLtuettLOJ/\... DLffi,cuLt to .sen1e otLffevel/\..t ttjpe.s of 1M..eetL.
"People -f1..LL LI/\.. IM..tl/\..u c.CtYot Cit begLJ/\,J/\..L~ of weeR?

Co1M..V(,t,Lttee's suggestLOJ/\...S
- t-tetve Cl fov1M..C1L 1M..eC1L Cit begLJ/\..J/\..L~ etl/\..ot tl/\..ot of couvse.
- t-tetve et cCrl/\..teeJ/\, service wLtltl .sepetvette .setLetot etl/\..ot .setl/\..otWLclti betv
Lul/\..cltles I t:lLJ/\,~evs.
- ALWC!t:JS offev et vegetetvLetl/\.. ltlot 1M..eetL.
A.sR petvtLcLpCill\-ts to -f1..LL LI/\.. 1M..el/\..u vequest etl/\..d otLetetytJ
etppLLcettLOJ/\.. fovlM... ~-IM..CILL fovlM.. to ctLL e1M..pLotjee.s.

REPORT
The future of catering at the Bleemsqreve Training Centre
46

•
I

Use the clues to complete the crossword.

Across Down
2 The part of the ship where 16 down is 1 The system of money used by a country.
kept. 3 The part of 5 down where ships stop to load and unload.
6 Items which are bought and sold. 4 A bill of ----------------------------- proves that something has been put on
7 A documentary letter of ----------------------------- . board a ship.
9 Which is the shortest ----------------------------- to 5 Liverpool used to be an important transatlantic ----------------------------- .
London from here? 8 Goods which have been sent, but which have not yet arrived are
11 Desert traffic.
in
12 Businessman of the past.
1 O A ~~-~h-i~~-f~-;-i"ifting cargo on and off a ship.
17 A large number of boats which travel
12 Word associated with the sea.
together, or which are part of the same
13 Large rectangular box which has revolutionized international
organization.
trade.
18 Objects carried by road, rail, or air.
14 A trade association of North American countries.
19 A trade association formed by South East
15 If goods are not transported by sea or air they may travel
Asian nations.
21 A ship used to transport petroleum.
16 G~~d~--t~~~~ported on a ship or aircraft.
22 A large boat or ship.
20 An abbreviation for the European Union.

2 3 4

11

16

18

22
 Fair exchanges 47

1 Read the article and answer these questions.

Who are the following people?

a Yves Carcelle ---------------------------------------------------------
b Tikka Shatrujit Singh ---------------------------------------------------------
c Melanie Flouquet ---------------------------------------------------------
d Vivian Hung ---------------------------------------------------------
e Marc Jacobs ---------------------------------------------------------
2 Where does LVMH's name come from?

3 In which order did Louis Vuitton open, or does he plan to open, stores in these
countries?
China South Africa Russia

4 Put these four markets in order of their importance to Louis Vuitton.

China and Taiwan Japan US India

Vuitton's drive to maintain double-digit London, Dubai, Singapore and New York to
sales growth. And it helps reduce Vuitton's shop; Singh recalls. Within a year, Vuitton
dependence on Japanese customers, who was scouting for store locations, finally
account for more than half of sales world- settling on retail space in Delhi's luxurious
wide. Oberoi Hotel. The company expects to
Vuitton isn't the only luxury group open a second store in Mumbai this year.
eyeing emerging markets, but it tries to For Vuitton, these store openings
stay ahead of the pack. In his Paris office, serve a dual purpose. Of course, the
Vuitton chief Yves Carcelle keeps a photo company hopes to draw crowds of
of Nanjing road in Shanghai, which was shoppers .. - But just as important, the
clogged with bicycles in 1992 when outlets, and the publicity they generate,
Vuitton became the first global Luxury help to raise the brand's profile with
group to open a store there. Today, the people who may end up shopping for
street is thronged with cars and is the Vuitton when they travel abroad. London-
main artery of a bustling business district. based analyst Melanie Flouquet of J P
Bagging some new markets In fact, about 8% of Vuitton sales are Morgan says that within fifteen years more
made to mainland Chinese customers. That than 100 million Chinese will go abroad
Indian aristocrats, business leaders, and includes clients at nine stores in China, as annually.
Bollywood stars turned out in force last well as Chinese tourists shopping in other That's why Vuitton plans to open four
March at a gli~tering reception for an countries. Once again in India, Vuitton is more stores in China this year. The
exhibition of antique Luggage used by the first major luxury shop group to set up company says mainland China and Taiwan
Maharajas. But the luxurious steamer , shop. 'We have one billion [Indians] who together are already its third largest
trunks and cases for swords and turbans are just waiting for us; Carcelle says. market behind Japan and the US. And
weren't on display in a historical museum. Yet entering a new country requires there are some serious shoppers out there.
The setting was· Louis Vuitton's newly- painstaking groundwork. Carcelle sent a Vivian Hung, a 34-year-old Hong-Kong
launched New Delhi store, its first outlet team to India in 1999 to meet Tikka native who lives in Beijing, is a devoted
in India. Shatrujit Singh, a young aristocrat who Vuitton fan who owns a collection of
Vuitton's move into India is part of an was the advisor to Vuitton's parent LVMH handbags and the latest ready-to-wear by
expansion that over the past decade has Moet Hennessy Louis Vuitton in India, Vuitton designer Marc Jacobs. 'Other big
doubled the size of its retail network to where it was selling champagne, cognac, brands like Prada and Gucci are very good,
318 stores in 51 countries. Besides India, and perfumes. Singh introduced them to but I choose Louis Vuitton,' she says. With
it opened its first store in Russia last year wealthy businesspeople and socialites. clientele like that, Vuitton looks set for
and will soon move into South Africa. 'There was nothing available in India for even more global growth.
Tapping new markets is essential to the rich to buy. People were flying to Business Week ·· ·· · ···- ·· · ···· ··· · ·· · · ··
48, Fair exchanges

2 Now read the article more closely and answer these questions.

Why is Louis Vuitton following a policy of opening new stores in emerging

markets?

2 How has Shanghai changed sinced Vuitton opened its store there?

3 What steps did Yves Carcelle follow before opening a New Delhi store?

4 What are the two main reasons for Louis Vuitton opening new stores in countries
like India and China?

3 Find the word in italics in the text and decide whether definition a, b, or c is the
closest in meaning.
glittering a old and boring b bright and glamorous c dark and mysterious
2 tapping a exploiting b hitting c identifying
3 clogged a free b blocked c empty
4 thronged a fast b closed c crowded
5 bustling a lively and busy b fast-growing c loud and threatening
6 painstaking a uncomfortable b cruel c careful
7 scouting for a guiding b searching c finding

1 Complete these sentences with an appropriate form of 2 Rewrite these sentences in the passive.
the passive. Then write a sentence to explain why the
We are exporting more and more of our goods to
passive is used in each case.
South East Asia.
Oh no! My wallet -------------------------------------------------------------------- .MQff __qnd._mQr.?._Qf QY.r.gQQ~_arn_l?fdng_<:;fpg_rt?d._t.Q .
(steal).
S.QY.thE~t.~ia: .
2 They'll have finished the paperwork by this evening.
2 The new Science Park .
(open) by the mayor.
3 Before we supplied the goods, someone should have
checked their bank references.

3 The goods (then transport)

to our central warehouse 80 km away. 4 Officials from Customs examined the container's
contents.

4 Something (should do)

5 With the Internet you can track your consignment
about this problem right away.
every kilometre of the way.

6 Port officials made our ship wait three weeks for

permission to dock.
 Fair exchanges 49

SP

1 Euan Mcleish is giving a guided tour of a whisky distillery. Complete his

introduction with words and expressions from the box.

Good afternoon everyone, which was

1 ······-------·--------------- the Glenbrook distillery
2
----------------·-······-·--- you all a very warm welcome. My
name is Euan McLeish and 3 -----·-----···············--- to be your
guide today. The visit will take about fifty minutes, and
you will have the opportunity to
4 ·---------·-----------··-----

sample some of our fine products and to try and resist

the many temptations of the distillery shop. 11 -·-··················--------·
5
·-·················---------- , we are standing in the visitors' centre,

2 Using the diagrams to help you, reorder these sentences to form the rest of Euan's
presentation of the whisky-making process.

a The fermentation process converts the mixture into something like beer.
b Afterwards, this liquid is transferred to a fermenting container and yeast is
added.
c You see, the wood of these casks is where the whisky gets its colour and
character from.
d Once it has started growing, it is dried in an oven which uses a natural fuel
called peat.
e This is because many of these barrels have already been used to mature

f
sherry or other alcohol.
.L Let's begin, shall we? Right, basically, malt whisky is made from malted
barley, water, and yeast. First of all the barley is soaked in water from our
LJ
000
stream for two days. It is allowed to start growing.
g The smoke from the peat rises up and dries out the barley, giving it its
distinctive flavour.
h Once distillation has finished, it goes into specially selected oak barrels to
age.
This water and barley mixture turns into a sugary liquid.
J2. Finally, all there is to do is wait. After a minimum of three years it can be
legally defined as Scotch Whisky, but most whisky matures for five years or
more before it is bottled.
k When the barley is finally dry, it is ground up and mixed with hot water.
Next, this beer-like mixture is distilled twice.

barley a type of grain used to make whisky

distil the process of turning liquid to vapour, and then collecting
the drops of liquid from the vapour which has cooled
yeast the living organism which helps bread to rise, and alcohol to ferment
fermentation the transformation of sugar to alcohol through a chemical reaction
 Fair exchanges

1 Read the text about the advantages for exporters and importers of pricing goods in
different currencies for export. Make notes of the key words and ideas.

or exporters, the big advantage of tdntact.a• ·hafik••·and·· fiXthe·· price.· ·of•• .• the
F pricing in their owncurrency is that
they don't get caught out by changes in
currency.atWe startofthe.business
deal. The importer will have to pay
the exchange rate. Generally speaking, some fees and a special exchange rate
most of an exporter's costs will be in his for this service, which is known as
own currency, so it's always best to use buying forward. Of course, if the
this to price goods. The danger of currency in vvhich. he is buying then
pricing in the importer's currency is that 'Yeakens he vviUlose out; beca.use . he
if this suddenly devalues, theexporter yould\hay~·paid1essfr~r.the curre~.~y
will receive far less than expected when than he needed. However, the.reve1·.s~.is
the sum is converted into his own al.so.true:.ifth.e importe5hadn't taken
currency. steps to buy forward, ~nd. in the
Importers might also be worried meantime ~is ow11 currency had . ' '
about the possibility ofa big change in
the exchange rate between the time of w·e.• akened,·
paying a lot· . ·.t.· hm.
· e· ·. ·no.• re.
he. cm·
.. ·.' .·1l· .· ·.d·• •.· .· .· • haveend·
< • • .: • .•
.· .·•.· e· .· . ·•.·d.• · .·• up
placing an order and paying the invoice Ql!i.te s~11sibly, 1TI?st business~~
for goods priced in foreign currency. In don't . want·t? play .the cl.lrrency1n~rket ..
particular, importers who live in-Weaker Itis ahug~gamblean~·anunnecessary
economies where currencies fluctuate risk to take.}his is why exporterst~nd
need to protect themselves. The safest to price go,9ds .in their own currency,
way of doing this is for the importer to and importers prefer to buy forward.

2 Now turn the notes into an eye-catching poster presentation in the space below.
Decide which of the following style features you want to adopt.
Pricing goods for arrows and flow charts
key words and bullet points
import /export memorable illustrations
headings, or questions which you then answer
 5

1 Complete the puzzle. Find the mystery word: a letter you write for a job.

3
I
4
I

10

11

1 Something which is difficult but satisfying is --------·---·---------------- .

2 Opposite of temporary.
3 A stage in your career which may not be exactly what you want to do, but which
is a step in the right direction. (two words)
4 A financial temptation to attract new graduates. (two words)
5 Involves a question and answer session.
6 Somebody who is chosen for interview.
7 A positive one is essential for job-hunters.
8 Deserves the. time and effort spent on it.
9 Describes somebody you can depend on.
10 It is important to do this if you want to make new contacts.
11 To find promising new recruits by tempting them away from other companies.

Match an ·expression 1-4 to the situation it best describes in a-d below.

1 headhunting 3 pulling strings
2 stepping stone 4 dead-end job
a Hello, is that Marjorie Howard? If I could just have a minute of your time. This is
Jerry Molloy ringing from IVS recruitment. Now, I know that you're probably
happy in your present job but I have a client who is looking for someone with
your skills and experience.
b I've heard that you're looking for a new driver; well, my nephew Larry is looking
for a job. He's a really good boy. Would you like to meet him?
c I've really got to leave this place. There are no opportunities for promotion or a
better salary. There's no future in it at all.
d Well, she only stayed for six months. She just wanted to get experience in
logistics before moving on to another company. She just used us, really.
52. Human resources

RE
1 Read the article about writing a CV and connect the opinions below with a person
from the text: either Margaret Stead (MS), John Richardson (JR), or Nie Owen (NO).

1 The person reading a CV may not laugh at the same things as you.
2 Students often don't present themselves as well as they could. _
3 A very short CV can be effective and memorable. _
4 Job applicants may need to present their experience in a creative way.
5 We should match our achievements to the job we are applying for.
6 CVs which include tricks just to be noticed are irritating.
7 CVs of more than two pages are probably too long. _
8 Who you really are should come out of your CV. _

your potential employer is looking for on neon yellow paper are 'wrong,
and then match approximately five from wrong, wrong.'
your portfolio. What about length? Must you keep
If you're going for your first job, you everything on one page? Is it OK to
might not feel you have five stretch to three? Mr Richardson feels
achievements under your belt, but it can that two pages are pretty standard for
be just a question of looking atyour the UK, and that busy recruiters won't
experience in the right way. 'Lots of read anything much longer than that.
students undersell themselves,' says John 'The key is to be pithy' says Mr Owen, 'I
Richardson, careers consultant at saw a CV recently that was so simple. It
Manchester University. 'When they say was about 10 lines long. just: I went to
they've done nothing you want to this university, I'm interested in these
scream at them. You've worked in a bar things, I want to work in advertising for
on a Saturday night in Manchester? these reasons. It was very impressive.'
You've got experience handling conflict.' With all this, you're probably
The same applies to any attempt to running-out of space. The qood news is
make your CV stand out from the that you don't need to include
crowd. When it comes to quirky references. It's perfectly acceptable to
'Writing a CV is like eating an elephant. touches, 'Do it for a reason,' says Nie put 'references available on request' at
You have to do it chunk by chunk,' says Owen, account director at advertising the bottom.
Margaret Stead, CEO of careers agency M&C Saatchi. 'If there's a reason Mr Owen also thinks humour can
consultancy careersnet.com. She feels for it then it can be powerful but help. He says it's important to let your
that all too often we take a daunting, gimmicks for their own sake are personality come across. 'People think
one-size-fits-all approach to compiling a annoying.' Ms Stead fondly remembers they have to be so serious. You
CV. When it comes·to CVs, the key is to a CV that turned up with a teabag shouldn't be flippant, but the best CVs
make it relevant. Ms Stead recommends attached and an invitation to 'have a are the ones where you warm to the
that, rather than writing a generic cup of tea while you read my CV!' But person. In the end you just have to be
chronological .CV, you should build up a she agrees that you can't rely on the yourself. If you lie about who you are
portfolio of achievements. When person who reads your CV sharing your now and get the job, you will have to be
applying for a job, identify the sense of humour. As a general rule, that person for the rest of your career.'
achievements that demonstrate skills Stead says, tricks like printing your CV

2 The article includes a lot of advice about what the person reading your CV is looking
for. Mark these statements true (T) or false (F), according to the text.

The first thing potential employers want is information about you from your
previous company. _
2 A CV doesn't have to be completely serious. _
3 Employers are looking for people skills as much as hands-on experience. _
4 Potential employers want as much information in the CV as possible. _
 Human resources 53

3 Match words 1-6 from the text to definitions a-f.

chunk a lacking seriousness for an important or serious matter

2 daunting jj b something unusual and fun
3 portfolio ______ c discouragingly difficult or challenging
4 pithy ------ d a large thick piece cut from a larger piece
5 flippant ______ e a collection of examples of work or achievement
6 quirky ______ f short, memorable and to the point

1 Match sentences 1-4 with definitions of take off a-d. 4 Rewrite these sentences replacing the words in italics
with a prorioun. You may have to change the word
1 I'll take off 5% if you pay by cash or cheque. _ order.
2 Sales took off after the advertising campaign. _
3 The plane took off half an hour late. _ He really took in the interviewers with his clever
talk.
4 I'm going to take a couple of weeks off. _
H(.r.<:_qlJy__t.QQK.t.h<:.m..i11 . .w.#h.hi$._(kY.?r..tfllk_. _
a have a holiday
b suddenly increase and become popular 2 Hang on to your ticket, they may ask you for it
c deduct
later.
d leave the ground

2 Look at the sentences in 1. Decide whether take off is

transitive or intransitive. Write ( T) or (l) in the second gap. 3 It's time we paid off our debts.

3 Match the phrasal verbs in italics to their synonyms in

the box.
4 We need to sort out the problem before the
weekend.

5 I'm looking forward to our next meeting.

At last! Sales have started to take off gQJj:J!WlJr.@ _
2 I might consider your offer if you take off the delivery
charge. --------------····-----------
3 Stop talking and get on with your work. ·····-·············--·······-
4 How are you getting on with your new boss?

5 She turned the job down because she got a better offer.

6 We should bring the matter up at our next meeting.

7 They've made up another excuse for the late delivery.

8 Can I leave early today? I'll make up the time next

week. -----------------------------
9 Could you turn down the TV, I'm trying to sleep.

10 He was brought up on a farm in the countryside.

54· Human resources

1 Keith Rickman is being interviewed for a job as a manager in Customer Services. Re-
arrange the interviewer's jumbled questions.
you - in see - what time - doing-yourself years' - do - three?

2 the - made - is mistake - what - you - worst - ever - have?

3 deal you would rather - customer's with - a yourself - problem?

4 you - think - is - that do - right - the - customer - always?

5 new systems - well - how - think with - you - you - cope do - learning?

6 is there - like - you anything - would to - us that - ask?

7 has - prompted what - to job - look - you for - another?

8 would is - you - telling - greatest us what - mind - your - weakness?

2 Complete the interview with the questions from 1.

INTERVIEWER: Tell US, 1--------------------------------------------------------- ?

KEITH: Well, basically, I have enjoyed working in my old firm and have learnt an
enormous amount, but now I'd like a new challenge and a position in management.
I NTE RVI EWER: 2 --------------------------------------------------------- ?
KEITH: Mm, taking things too personally, I suppose. I really hate it if a customer goes
away and I haven't been able to help her or him.
INTERVIEWER: So, 3--------------------------------------------------------- ?
KEITH: No I don't, but we should remember that the customer is always the customer.
INTERVIEWER: 4 , or let someone else handle it?
KEITH: I get a real buzz out of solving a customer's problem, but as a manager you've
got to take a wider view and trust your staff to deal with it just as well as you.
I NTERVI EWER: 5 --------------------------------------------------------- ?
KEITH: I don't think I've ever made a disastrous mistake at work. But on a personal
level, I think it was dropping out of university before I graduated.
INTERVIEWER: We have quite a complex information system here.
6 ?
KEITH: With the right support, I am confident I could find my way round it quickly. We
had many different databases in my previous firm.
INTERVIEWER: And finally, 7 --------------------------------------------------------- ?
KEITH: Well, that's a difficult question, but I think I'd like to move into the coaching and
training side. I like sharing my experience, and working with people.
INTERVIEWER: Great. And 8 --------------------------------------------------------- ?
KEITH: Yes there is, I've got a short list of questions if you don't mind ...
 Human resources 55

RITI

Jenny Walters is looking for a new job. She has just found an advertisement for a position
in a London-based hotel group. Use the advertisement and Jenny's notes to write her
letter of application. Invent any further details you feel are necessary.

ASSISTANT MANAGERS REQUIRED

A well-known chain of international for one of the hotels in the chain. Interest
hotels is seeking a number of assistant will be shown in candidates who are able
managers for its flagship operation in the to offer fluency in at least one other
heart of London's West End. Successful European language. Ideally, candidates
applicants will have a recognized will also offer a working knowledge in
qualification in hotel management, Japanese, Arabic or Mandarin Chinese.
and several years' post-qualification Applicants should send a handwritten
experience in an international context. In letter of application on not more than one
return, successful applicants will receive side of A4 paper, and an up-to-date CV.
an excellent salary and employment
package, together with a career path Bethany Strong
which could lead to overall responsibility Silver Service Appointments, PO Box 760

j\,\71 ~e.- \:\ir..c\ ot o'f'.f'ov-t'\.\r..i11 1:' 'r,o....ve.- oe-e>- loo\:\ir..s fov- '. f" e.-e.-1 1:' Vv-. 1

v-e.-o....c\1 10 wov-\:\ fov- 0.. . 1 o'.f' 'r,o1e.-l.

2.5" 1v-7 olc\.
sc.'r.ool ir.. "Po....v-i'; ll..hc\ 12...oVv-.e.-. 1:'r..1e.-v-r..o....1ior..o....l yo...e.c.o....lo....\.\v-e.-o....1e.-.
\_V\c,.e,....v-r..e.- 1:'r..71i1\.\1e.- - ~\.\ivo....le.-r..1 ot 31\- =s= ir.. 'r.o1e.-\ l'v-.ll..h~Vv-.e,....r..1.
L-'.f\-G1e.-\ c\\,\ "Po....v-c,. "Po....v-i7 - :, 1e.-a....v-'; fv-or..1 c\e.-7\:\ e.-)i-'fe.-v-ie.-r..c.e.-. (r:::.v'e.-r..1\.\0....l\1
2ve.-r.. v-e.-7'.f'or..7ibili11 fov- or..e.- ot i17 v-e.-71o....\.\V-ll..h17.) 51\.\c\ie.-c\ 1\-v-o....bic,. ir..
7'fO....V-e.- {\Vv-.e,.....
~ow wov-\:\ir..s o....1 fi.Je.--710....v- 'r,o1e.-\ 1\-b\.\ ""'D'r,o....bi.
C..'r.ie....t y-e,....c,.e,....~or..i71. 12...e.-7'for..7ibi\i11 fov- v-e,....c,.'V\.\i1Vv-.e.-r..1 ot __)V\r..iov- v-e,....c,.e,....~or..
710....H.
f;:.\'v-..'f\01e.-v-:'; wi\\ ')\.\1'1'11 0.. . v-e....te.-v-e,....r..C,.e,..... I

C..\.\v-V-e.-r..1 C,.or..1v-o...e.1 e,....r..c\'; ir.. ~v-e.-e.- Vv-.or..~7 {\Vv-.e,.....

c<-ooc\ c\i'.f'lol'v-.o....1\c. ';\:\ill'; - r..e.-e.-e\e.-c\ ~e.-7e.- ir.. five.--710....v- 'r,o1e.-l wi~ 0.. .
c\e.-Vv-.ll..hc\ir..S ir..1e.-v-r..a....1ior..a....l die.-r..1e.-le.-. ~ow 'r,a....ve.- fl\.\e.-r..1 1\-v-o....bic..
r:=.r..~\.\';io....';1iC., 'r,o....v-c\-wov-\:\ir..S"
56.

•
I

1 Complete these sentences with an appropriate form of a phrasal verb from the box.

It's time you ------··--------------------- the reins to someone younger.

2 When she refused to ----------------------------- the family business, her parents stopped her
allowance.
3 There was a row about who was going to ··-··-------··--------------- as managing director.
4 The board of directors forced her to ---------------·-----·-·----- after thirty years in the job.
5 It's a bad idea for people to ----------------------------- once they reach the age of 65.
6 Families often ----------------------------- over succession issues.
2 Complete these sentences with an appropriate form of the word in brackets.

Potential ----------------------------- have to pay a joining fee of €80,000. (FRANCHISE)

2 Choosing his --------------··--------·---- is going to cause a lot of headaches. (SUCCEED)
3 They wasted their money on a stupid scheme. (REDUNDANT)
4 She has the ----------------------------- to make a success of the venture. (EXPERT)
5 I am concerned about just how realistic this project is. I think we should carry out
a---··----·-------------·-···· study. (FEASIBLE)
6 Applicants are selected for their -------------------------···· and ---------------------·····--· .
(ENTHUSIASTIC; COMMIT)
7 -·-----·-----------------···· flair can't be taught; you either have it or you don't.
(ENTREPRENEUR)

3 Complete the text with words from the box. You may use a dictionary to help you.

When small businesses grow, they elsewhere and may approach s , ., , . They will want tosee
usually need to raise 1 ···········-···········-····- 4 capitalists, who can 9 studies and sales
for expansion. Family and friends be persuaded to invest in a business and cash flow 10 _

frequently do not have the means, with bright s ···-····--········---·--····· . They They will want to know what the
or wish, to invest. Bank loans can are naturally 6 -----···········-······------ , and 11 ·······"---···············-··- on their investment
before parting with their money, will be. They will also expect a
they will examine the business plan substantial· 12 --················-·········- in the
closely and ask 7 . ; : . company and insist on an Important
questions to assess if the scheme is · say in its running.
 Business start-up 57

1 Read the article about three women who have chosen franchising as a way of going
into business. Who ...

has previous experience of advertising? -----------------------------

2 already had direct experience of the franchise she later bought? -----------------------------
3 turned to franchising after losing her job? -----------------------------
4 tells us she had to learn a lot of new skills?
5 doesn't mention family considerations? -----------------------------
6 emphasizes the importance of selecting the right staff? -----------------------------
7 talks about the back-up she has received from the franchiser? - ---------------------------
8 was initially nervous about going into business on her own? -----------------------------
2 Which franchise ...
1 is shop-based? -----------------------------
2 appears to promise the greatest turnover? -----------------------------
3 involves printing? -----------------------------
4 helps people who can't look after themselves? -----------------------------
5 has an educational aim?

3 Join words 1-7 with words a-g to form collocations which appear in the text.

1 sales a software
2 success b rate
3 set-up ______ c capital
4 direct mail d costs
5 annual e campaign
6 computer ______ f executive
7 working ______ g turnover

• Last year, redundaricy made former

advertising sales executive Jan Edwards
rethink her future. She attended a franchise
exhibition and found Australian franchise Im-
Press Promotions which has 43 UK trl'lnN11~~·~
reproducing logos and graphics on
Sally Fowler, 27, is a franchisee of
Carewatch, offering a domestic care service
for elderly and disabled people in the
'The business idea and the community. She employs 35 people only seven
with me, though starting up was months after starting up in Trowbridge,
says. 'I had never been selt-ernploved Wiltshire. Sally explains, 'The business is
growing so fast because there is a huge
demand, and most of the time I manage it
computer software.' rather than provide "hands on" care, but with
Mother-of-four Jan is the training and support Carewatch provides,
Im-Press franchisees to an annual turnover of franchising has been the best option for me.'
JJL.uu,u1..•u. 'Recruiting is one of the hardest A Carewatch franchise costs £17,000 and
abouf running a business,' she says. Sally spent another £30,000 getting her
you have the right people, you can business up and running. The projected
before working run the shop to suit yourself, and for me that annual turnover for a franchise providing 750
expect a first-year T'''"''n""·a'"' means spending time with my children.' hours of care a week is £292,000.
58 Business start-up

Keith Baker, the founder of a successful climbing and

camping shop, wants to retire but there is no obvious Martin: age 34. Well-known
successor. Look at the details of his three children. climber. Excellent knowledge of
Who would you choose to take over from Keith, equipment. Gives expert advice to
and why? climbers. Looks like a climber and
2 Write a few sentences, comparing the three under full of confidence. Attracts
the headings a-c below. Use as many of the words customers. Quite bright but
and phrases from the box as you can. unreliable. Enthusiastic but
moody. Can be difficult and upset
people. Bad with money and
paperwork. Ambitious plans for the development of the
company, but is he capable of turning his plans into
reality?
a Personality and relationships
Dorian: age 27. Quiet and solid
worker. Joined company after
school. Reliable but dull, a lot of
people find him boring. Lots of
common sense. Mature and careful
and quite easy-going. Liked by
suppliers. Can cope with Martin's
moods. A safe manager, but does
he have enough vision?

Melanie: age 30. An accountant

for another company. Bright with
a good head for business. Very
little interest in outdoor activities.
Not a good advertisement for an
outdoor activities shop! Often
appears over-confident and
arrogant. Less mature than
Dorian. Gets on badly with
Martin. Sees the business as a 'cash cow' and not very
interested in developing it further.

c Dedication to the company

 Business start-up 59

Luisa Goncalves is discussing the details of an investment project with Fern Rogers.
Reorder the words in italics to complete their conversation.

LUISA: thing - be - we - need - certain - the - is - to - that there will be a good

return on our investment.

2 FERN: Naturally, we share your concern. can - you - checked - assure - everything -
have - I - that - we.

LUISA: And you've sorted out all the problems.

3 FERN: Absolutely. can - we - that- the - viable - 100% - guarantee - project- is.

LUISA: That's really great news.

4 FERN: there - that's - else - anything - is - you~ bothering?

5 LUISA: Actually there is. Before one - we - on - I - thing - move - should -

mention - just.

FERN: Go on. Tell me what's on your mind.

6 Basically, not - commit - able - we're - to - ourselves - until our architects

LUISA:
have looked at the plans.

7 FERN: give - set- you - a - I'll - can - you - take back to Zurich.

LUISA: And we'd also like to check the patent applications with our lawyers.
8 FERN: afraid= remain - I'm - confidential - have - to - they for the time being. I
hopethat doesn't pose a problem.

9 LUISA: That'll probably be OK. But if don't- you - that- mind - I'd - to check -
like - with - head office this afternoon.

FERN: Right, that's settled. So why don't we get some lunch and you can call head
office later.
10 LUISA: That's an excellent idea. was - I- myself- going- to - the - make -
same - suggestion.
 Business start-up

RI 'T
1 Read the letter in which two professionals are asking for financial backing for their
project. Complete the text with words or expressions from the box below.

Dear Sir I Madam,

We are writing to you aswe would like to propose an investment opportunity.
My partner and I have combined experience in the emergency serviceswhich has made us
keenly aware of the need to reduce motoring accidents;In our view the most effectiveway
of achieving 1 is to make motorists more aware of braking distances.
............................. , after an extensiveperiod of research, we have come up with the
Braking Safety Device, or Back Seat Driver, 3 which makes motoring safer.
4
..•.... .: sensors calculate the braking distance between the driver's vehicle and
6
............................. ahead. If ............................• is considered too small, the device gives a
spoken message to the driver to slow down.
............................. who have piloted the device in trials all reported that they felt
much safer as a result of the warning message. 8 was particularly the case
where the BSD'sintegrated voice chip had been programmed with a familiar voice such as
that of a parent, or spouse, for example. Having demonstrated the BSD'seffectiveness,we
would now like to develop 9 ............................• for a wider market.
However,we are conscious that achieving 10 •••••.••••.........••..••••.• will also require
financial support and have 11 taken the deCision to approach your
organization. We would welcome an opportunity to discuss our proposal with you in
further detail. Please find enclosed our CVs and business plan for your consideration.
With the greenhouse• effect~nd ............................. , we do not feel in a position to reveal the technology we have
global warming, more and more
employed, but we would be delighted to give you a practical demonstration of how the
homes in low-lying areas have
become vulnerable t() floodirlg; BSD functions at a future date. 13 we would ask you to respect the
You have invented a device1ivhich
confidentialityof 14············----------···---- •
can be placed across dp&ways in
15
nmes of flooding. We thank you .•........................•.• for your time and interest and look forward to
It consists of. a central panel hearing from you.
with extending side panels which
can be quickly Slipped arounda Yours faithfully,
doorway. A specjal sealing device
means that it can provide a
watertight prntection·agai~st ·
rising '. water.The .flooagu~rdcan 2 In which paragraph of the letter does the writer:
be fitte.d in just a couple ot)
minutes,• protecting you and your request financial backing? .
family frornfloodwater.
The sealant needs to be 2 present conclusions from research carried out? .
t~sted -: The·.materiaFused ipyour 3 present the background to the project? .
design was iron. You ~re1JV9rri.~d 4 express hope of possible future co-operation and contact? .
about rust and thinkthatitslfould
.B~••-.t~r.laceg••.rn·ore_su.it~BI~·;:;. 5 explain the device in detail? .
rn~1~{i~l.Youdonot.hay~)tr~·;;:i:);:
111oneytoredesignthe.floodgqafd 3 You have come up with a new idea and want to obtain financial backing. Read the
ihthis material. description of your invention on the left, then write to a venture capital organization
; . .,,,;,,~;;,;,,i,,.i:e,.;~,,.;;,,,;,,,;~:,;~.i,;;,,~~ ·,,,,,.,'.'·' ' ·'~.;~, . ;·~c:1·i'':·:i,;·!<.'.-i;,o.,,,. , presenting your project. Use the prompts in 2 to help you structure your letter.
 61

•
I

1 Complete the adjectives in these sentences on the topic of reputation.

Some of her sales exploits became so le _ _ _ _ __ that they entered

the culture of the company.
2 Professor Williams is an em _ _ _ _ expert on consumer behaviour.
3 Even though the old model has been much ma by critics, it
remains popular with users.
4 Everyone believed that he was tr _ , but in fact he had
been giving away company secrets to our main rival.
5 We keep getting lots complaints about this DVD player. We really need to make it
more re _
6 Studying at a pr _ _ _ _ business school like Harvard is a
passport to a successful career.
7 The region became no _ _ _ for its production of counterfeit
goods.
8 How come these sales results are so lo ? There's absolutely no
excuse for this.

2 Match 1-5 with a-e to form collocations to do with fame.

high a class
2 household b profile
3 market c name
4 rising ...... d star
5 world e leader

3 Choose the correct alternative to complete the sentences.

An expensive pen is an affordable example of a status symbol I snob appeal.
2 We should resurrect I revitalize the brand name from the 1980s. It may have
stopped being used in 1981 but it's still remembered today.
3 How many years will it take the firm to live down I boil down the failed mineral
water launch?
4 The company managed to shake off I live down any long-term criticism by
organizing an immediate product recall.
5 The revival I turnaround in 70s fashion means we can use retro-designs for our
appliances.
6 Six months ago, the company was on the brink of bankruptcy, but since then the
MD has performed an extraordinary turnaround I revival.
62 Reputations

RE
1 Read this newspaper report about a musician whose reputation is in danger. Choose
a, b, or c to complete statements 1-4.

Kilbern Records ...

a is co-defendant in a court case.
b is suing Harriet Stokes.
c has been taken to court by Charlene McGuire.

2 Harriet Stokes' lawyers tried to prove that there were similarities between the two
songs in ...
a the lyrics.
b the music.
c both the lyrics and music.

3 Ms McGuire's lawyers argue that ...

a she intentionally copied the words.
b she copied the words by accident.
c the resemblance happened by chance.

4 Charlene McGuire ...

a never sings other artists' songs.
b thinks that her reputation will be damaged whatever happens.
c admits that she consciously copied Ms Stokes' song some time in the past.

2 Can you explain these sayings from the reading?

being dragged through the mud
2 difficult to live down
3 there's no smoke without fire
4 in the back of her mind
5 behind-the-scenes moves
 Reputations 63

1 Decide if the use of the definite article in these 2 Complete the text using a I an, the, or 0 (no article
sentences is correct Iv") or incorrect (X). necessary).
I was the most unhappy with his performance. _
2 These flats are aimed at the first time buyers. _
3 The French they speak in Quebec is quite hard to
understand.
4 Is this the first time you've visited the Hamburg
branch?
5 The time flies like an arrow.
6 Her office was full of the old heavy furniture. _
7 This retro-style toaster is the most popular model in
our entire range. _
8 The Cambridge of my student days has mostly
disappeared. _
9 Have you got the money you owe me? _
10 I am really scared of the public speaking. _
11 They say that she has the money problems. _
12 Is this the information you wanted?
13 She comes from the Russia.
14 I'm sure the water they served us wasn't bottled
water.

When I was at business school,

1 -----------------------------

2 ----------------------------- course leader organized

3 -·---------------------------trip to 4 ---------·-·--·-------------- Germany. One
day out was to s ----------------------------- factory which made
6------------------------····- agricultural equipment. I am afraid
that I cannot recall 7 name, but I do
remember that it was s largest plant in
9 ·---------------------------- Europe. At one end, in went
10 materials and components, while
out of 11 other came these colossal
harvesters and 12 tractors. You would
need to visit 13 ----------·-·----------··----factory to fully
appreciate it, as everything was on 14 _

massive scale. is ------------------·-·-------- people who had

worked everything out must have been
16 geniuses. There were 17 _

lots of visitors and ia route we had to

follow was strictly laid out. By 19 --------------------··------- end
of 20 tour, my feet were killing me: we
had walked nearly eight kilometres! I had expected
to be bored, but instead it was 21 _

experience which will stay with me for ever.

64 Reputations

1 A financial adviser is giving sonie advice about investment opportunities to a new

client. Rearrange the words to form some of their questions and statements.

am completely - I - but - you - sorry - lost have - me.

2 exactly - by exposure - is what - the - meant - term?

3 me - let - for clarify- that - you.

4 what - so - you're risk - should saying that is - spread - my - I.

5 so I've - if- understood- risk-free -you no - correctly is investment

entirely.

6 I - shall - run it - you through - again - for?

7 exactly - portfolio you - mean balanced - do ~·by what - a?

8 I - afraid you - am but - I - quite - follow - don't.

9 through would - you go - once - me - like - to it - more?

10 bonds you - do - you are - think - explain could - what?

2 Which sentences in 1 are used to:

a say you don't understand? ·---·---·--····---· c offer to repeat something? ·······---·····--·-

b reformulate? d ask for clarification? .
 Reputations 6

RiTI
1 Replace the words in italics with an adverb from the box.

I agree with you without doubt or reservation.

2 I have to accept that the order was late arriving.
3 We were hit hard by the recession, and as a result we had to make some
redundancies.
4 The new campaign was 100% John's idea.
5 It's a pity that there was a design fault in the new model.
6 Their accusations are 100% ridiculous.
7 If there are no problems, we will be in profit next year.
8 Please accept our apologies. We will rectify the mistake without hesitation.
9 It's obvious that we need to sort this out as soon as possible.
10 She apologized over and over again for the late delivery.

2 Which of the adverbs from 1 ...

are used to introduce sentences?

2 are used with adjectives or verbs to make language sound more convincing?

3 Olivia Greenleaf is the president of a company called Weber Plastics. Olivia wants
to deal with some unpleasant rumours about one of the company's factories. She
is talking to Simon Bryant, a public relations expert. Read their conversation.
Then write a press release for the local newspaper, using adverbs from 1.

OLIVIA: Thanks for coming in Simon. It's about these rumours to do with the factory;
I'm sure you've heard them.
SIMON: Do you mean the ones about the escape of toxic gases from one of your plants?
OLIVIA: You're well-informed. Anyway, we have to put a stop to these stories right away.
It needs to be made clear that as a company, it's our policy not to exceed legal
limits for pollution levels. We've even had Spearhead, the environmental group,
visit the premises. Not even they could find anything to complain about!
s1MoN: That's a good point; I could mention this in the press release. But you did have
a scare about eighteen months ago, didn't you? Wasn't there an explosion at the
same factory that's in the news at the moment?
OLIVIA: A very small one, yes. Anyway, as a result, I shut it down for 48 hours while we
carried out safety checks.
SIMON: That's probably when the rumours started.
OLIVIA: It just shows you can't win. If you act responsibly, people think you've got
something to hide. Some people are even saying that Weber sends all the dirty and
dangerouslobs to this particular factory because of its remote location.
SIMON: The local inhabitants can't be very pleased!
OLIVIA: What hurts most, is that this is complete nonsense! The manufacturing process
follows exactly the same procedures as in all the other plants. Our standards are
the strictest in the world. And we have the most advanced filters in the industry.
66

7 are receiving I have received I have been receiving

8 has been thinking up
Vocabulary 9 believes
10 cost
1 11 catches
YENDORSEKHNANW 12 gets I will get
L D C T C S A T U R A T E R 13 is currently working on
GPOSPONSORXMWP 14 has run
LRMKALQKKWPHI I 15 have paid
AOMLCFWGVAHNE I 16 has covered
17 has even gone
UMEWCSEGMENTPM 18 involves
NORCOPYWRITERA 19 employs
CTCIUMEDIADCFG 20 are looking
HI IWB I RONYSNT E 21 is not being
SOAEMQCAMPAIGN 22 IS

YNLLXCGISXHAJZ 2 1 How long have you been dancing?

2 When do you know if an advertising campaign has
JKVOICEOVERWXH been successful?
NVZFPEYHSLOGAN 3 Which of your campaigns do you think has been
E Q(B R A N D)G E R X 0 U P the most successful?
4 How do you find new employees at PReccentric?
2 voice over 7 segment 5 What campaigns are you running at the moment?
2 campaign 8 slogan
3 endorse 9 saturate Speaking
4 irony 10 image
5 brand 11 copywriter 1 1 Absolutely! I agree with everything you've said.
6 launch 12 commercial 2 In my opinion I From my point of view, they make
the streets look bright and cheerful.
3 I'm not sure what I believe any more.
Reading 4 As far as we're concerned, it's not true.
1 1 T 2F 3F 4T 5 On the other hand, you could be right.
6 Don't you agree that it's an absolute scandal?
ST 6F 7F BT
7 In my opinion, we should do something about it.
2 1 white poise 4 prop 8 As I see it, the youth of today are easily
2 filtering out 5 Mr Joe Average brainwashed.
3 product placement
2 1 Come off it
3 pioneer, novel, enterprising 2 What a crazy thing
2 stealth, undercover, covert 3 to begin with
4 Anyway, that aside
Grammar 5 up to a point
6 we agree on
1 are standing
2 applauding
3 are watching I have been watching
4 looks
5 has been dancing
6 are I have been
 Answer key 67

Writing 2
1 1 And yet 4 quite simply Vocabulary 7
2 while 5 That's why 1
3 So 6 If all of this ! N s L v s N T
2 Sample answer: 2
0 s R. H-s A D s
3
"P R. M s s s
How we.save you money 4
You're probably wondering how we can offer such M 0 T Cj A Cj s
incredible prices: The reasons are quite simple. To
begin with we have no expensive showrooms to run or
c R. s T 0 R.
6
money tied up in stock. And because of our huge H- R. s I "P lA. c H- A s s
buying power we are able to get prices from the 7

manufacturer which are normally only available to the ! N s T L M s N T s

8
managers of company fleets. c A s H- I L 0 w
Matters of trust 9
A s s s s
You may well have heard stories of people losing
thousands of pounds through entrusting their money
to firms on the strength of their website. With us, you Reading
can be sure that you're not simply dealing with an
image - we are part of the Kinesis group, which 1 1 F 2T 3F 4T
5F 6F 7T
includes a household name in insurance and financial
services sectors. 2 a magnet c spring
b valve d transistor
No hidden extras
There are none of the hidden extras either, which 3 1 patent 3 ripple 5 gadget
2 binary 4 applications
dealers are so fond of quietly adding on to the total
cost of a vehicle. With us you know that the price
you're quoted includes delivery and metallicpaint in a Grammar
colour of your choice. We even throw in a year's road
tax and breakdown cover, which includes the use of a 1 1 worked I was working 10 gave up
replacement car if needed. You can be sure that the 2 was often asked 11 approached
price we give you is the final price. 3 knew 12 worked
4 had become 13 grew
And if you need a helping hand ... 5 was arranging 14 took
You can call on us to provide finance and car 6 had 15 expanded I had
insurance. If you like choosing a new car but hate 7 realized expanded
haggling, a c?mpetitive quote is just a click away. 8 had been wasting 16 transferred
We take the hassle and the haggle out of buying a car! 9 could offer
2 We only realized we were at the wrong terminal
after Martin had dropped us off.
2 We had been waiting for three hours when they
finally called our flight number.
3 No sooner had the plane taken off than the
emergency light came on.
4 While we were driving from the airport, our taxi
broke down.
5 By the time we got to the office, everybody had
already left.
6 When I was unpacking I I unpacked my suitcase,
I realized I had forgotten to pack any shirts.
7 Carlos had been working in the Barcelona office for
seven years before his boss decided to promote him.
68 Answer key

Speaking
1 2 Oh dear, didn't you know he had been sacked? Vocabulary
3 No, and he can't have liked being I having been 1 1 on
reminded of it. 2 likely
4 Well, I'm sure you didn't mean to upset him. 3 schedule
5 All the same, he must have been embarrassed. 4 to
6 These things happen. I wouldn't worry about it if I 5 deadline
were you. 6 postpone
2 2 I didn't realize we had arranged to do that. 7 routine
3 I appreciate how angry you are Pat 8 delay
4 Well, I suppose there might have been a mix-up. 9 hurry up
5 If it's our fault, I do hope you will forgive us. I I do 10 put off
hope you will forgive us if it's our fault. 11 behind; make up
6 Well, don't worry, it's probably just one of those 12 outstanding
things. 2 Once upon a time
2 overtime
Writing 3 a waste of time
4 In the meantime
1 18 8 thnx 5 From time to time
2 spk 9 l8r 6 full-time
3 r 10 4 7 It's time to go
4 b 11 wru
5 ftt 12 2
3 It took ages to find a taxi.
2 The interviews last (for) two hours.
6 cub 13 u 3 We spent three hours discussing his proposal.
7 2moro 14 c 4 Robert phoned while Lily was in a meeting with Joe.
2 Are you free to talk?
2 I'm in a meeting. Where are you?
3 At work.
Reading
4 Are you OK? 1 t b 2b 3c 4b 5a
5 Yes, thanks.
6 See you later on?
2 Students' own answers
7 Could be difficult - perhaps tomorrow?
8 OK. I'll speak to you later. Grammar
1 will be touching down
2 is going to have
3 are recruiting I will be recruiting I are going to
recruit
4 will have been
5 will be ready
6 will join; will just go
7 am driving
8 is going to resign

Speaking
1 CHERYL: Good morning, Mr Coates. I'm Cheryl Wyatt, the
temp sent by the agency. I'm standing in for Antonia
while she's on maternity leave.
GARY: I'm pleased to meet you, Cheryl. Call me Gary. By
the way, I'm very glad you've been able to come at
such short notice.
CHERYL: OK Gary. Now, I was wondering if you could spare
(me) two minutes to go through this 'to do' list which I
found on Antonia's desk. I'd like you to help me decide
what to deal with first.
GARY: Right. Let's have a look then. Ah, now, the most
 Answer key 69

important thing is the cover for the brochure. It's

already behind schedule and the printers have been
screaming for it since yesterday. Do you think you Vocabulary
could organize a courier to take it to them?
CHERYL: Certainly. I'll put it at the top of my list. 1 1 disposable income
2 economic development zone
GARY: After that, can you ask Brian from Marketing to go
to Heathrow to meet our visitors on the morning flight
3 multinational corporation
4 production facility
from Bologna? He's already seen them once before. It's
5 joint venture
due to land at 16.35.
6 distribution channel
CHERYL: OK. Incidentally, what would you like me to do
7 exclusive outlet
with I about this advert? It looks important.
8 outstanding potential
GARY: Goodness me! The advert! How could I forget it?
9 financial commitment
Yes, we mustn't miss the deadline. Would you mind
10 economic outlook
asking Frieda Lehman in Human Resourcesto check it?
CHERYL: Of course not, it will be a pleasure. 2 2 take care of
GARY: Then if you'd like to fax it to them, I'll be eternally 3 has taken up
grateful. 4 took part in
5 has taken over from
2 1 Request: Could you I Do you think you could 6 have taken off
phone I close I fix I buy I bring I pay ... 7 took place
Would you mind closing I fixing ... , etc. 8 take on
2 Offer: Shall I I Would you like me to close ... , etc. 9 took the opportunity

Writing Reading
1 payment arrears 1 The value of Germany's Metro stores.
overdue outstanding 2 The number of countries in which Carrefour
invoice goodwill operates.
remittance oversight 3 The percentage of America's retail sales attributed to
undertake Wal-Mart.
2 1 c 2b 3f 4h Se 4 The price Wal-Mart paid for the acquisition of Asda.
6g 7a 8d 5 The percentage of Wal-Mart sales by its
international division.
3 Sample answer:
6 The number of countries in which Wal-Mart has a
presence.
FINAL DEMAND FOR PAYMENT
Dear Mr Clancy 2 Because they think that the market is saturated and
that this will lead to slow growth.
I am writing regarding our outstanding invoice for
2 From its overseas activities.
plumbing materials we supplied. As you will certainly
3 It acquired Asda.
remember, we gave you a 10% discount on the
4 It exported culture wholesale rather than adapting to
understanding that you would settle your bill within
local markets.
fifteen days. We issued our original invoice on 27
5 How to sell food.
February and sent you a reminder on 13 March.
6 So that it can benefit from sourcing its supplies
However, as of today, payment is almost two weeks
globally.
overdue.
7 It could supply Wal-Mart with experienced
We are no longer able to tolerate this situation and managers.
accordingly have issued a new invoice in which the
original 10% discount has been added. We now require 3 1 white goods 5 crucial
you to settle this second bill within five working days, 2 saturation 6 astute
otherwise we will have no alternative but to put this 3 barge 7 expatriates
matter in the hands of our solicitors. We are always 4 bold 8 clout
ready to supply new customers, but are extremely
disappointed that you have not kept your side of the
bargain. We should also tell you that you will be
required to pay in cash for any future purchases.
Yours sincerely
Bob Marx
70 Answer key

Grammar metaphors:
keep the ball rolling down the middle of the court
1 Nowadays, we hardly ever go to the cinema. I We adverbs:
hardly ever go to the cinema nowadays. basically
2 As a rule I take the 7.32 train. I I take the 7.32 train frankly
as a rule.
3 He's always borrowing my mobile.
It's only once in a while (that) we have problems
Writing
4
with late payments. 1 1 regarding
5 We seldom sell a lot in the first three months of the 2 On the one hand
year. 3 the other
6 He could always ask them to supply us if there's no 4 According to
other alternative. 5 although
2 used to getting up 6 While
2 used to employ 7 pointed out
3 would I used to pay 8 yet
4 get used to operating 2 Sample answer:
5 didn't use to be
3 Sample sentences: Regarding the translation of the brochure for
He had to get used to Japanese ways very quickly. Indonesia: on the one hand, Helena felt that it was a
He used to have I He was used to having his own room. complete waste of money to translate the brochure, as
He wasn't used to living in a dormitory. English is practically the second language in the
The trainees used to do everything together. country. On the other, Graham pointed out that we
At first Aidan couldn't get used to the communal could impress our clients by printing brochures in
bathhouse. their own language. According to Frances, we can put
At work everyone would I used to stay late. the translation costs against tax. While Graham felt
Nobody would dream of leaving until the last person that the translators would be able to pick up anything
had finished. that could be culturally offensive, Helena suggested
In a western company, people are used to thinking hiring a specialist consultant to help with these cross-
about their own personal careers. cultural issues.
In Japan on the other hand, if anyone made a mistake,
then the other team members would I used to cover
up for them, or did their work for them.
However, Aidan couldn't get used to showing people
respect just because of their age and the number of Vocabulary
years they had been working for the company. self-expression 5 hierarchical
Japanese companies are still used to promoting people 2 impersonal 6 authoritarian
on their seniority. 3 paternalistic 7 conservative
4 egalitarian
Speaking
1 A6 BS C2 04 E1 F3 Reading
2 lists of three: 1 2 At the Clear Vision Trust: If you really need to
'First class business in a first class way.' do something, you can have time off without
a lot of business; profitable business; gutsy business using your holiday.
get rich around here; rich through the firm; rich Evidence from the text: : .. took the day off
through the stock without having to use our holiday entitlement.'
contrasting pairs of ideas: 3 At the Clear Vision Trust: This does not happen
If you lose money for the firm by bad decisions ... I will and lunchtimes are generally spent with friends.
be very understanding. If you lose reputation for the Evidence from the text: : .. Buddhists do not
firm I will be ruthless. believe in doing two things at once.'
we want them to get rich through the firm and not off 4 At the Clear Vision Trust: This doesn't happen.
the firm It goes against the philosophy of the charity.
rhetorical questions: Evidence from the text: 'We do not take
What kind of firm can come out of this? anything unless it is freely given; so there is no
optimistic ending: nicking paperclips or envelopes.'
I think in the end we'll be more proud of this company 5 At the Clear Vision Trust: This doesn't happen.
than you've ever been before. Evidence from the text: 'Sarcasm and office
 Answer key 71

gossip are not part of the work culture, and nor is Writing
deliberate flirting.'
6 At the Clear Vision Trust: This is not automatic as Sample answers:
in ordinary companies.
Evidence from the text: 'There is no Buddhist work
concept of promotion. To be a business director, you
need to be ordained.'
2 ... have another source of income; i.e. a house or
flat that they rent.
2 ... they get eight weeks' holiday and a £900
allowance for retreats and work-related training.
3 ... eating vegetarian food, sharing accommodation,
and buying things from second-hand shops.
4 ... become ordained, in other words become a ties.
priest or monk.

Grammar
2 What a pity. I would love to go, but I simply can't.
We're far too busy at work.
3 Do you think I could leave ten minutes early today?
I have a dental appointment.
4 Well, I know it's none of my business, but I To: Allstaff
wouldn't if I were you. They're very bad payers. From: MD
5 I'm afraid there aren't any economy class seats left, Re: Car parking
but I could always reserve business class if you like. Date:
6 People would I used to have a lot more cash; there
were no such things as credit cards. After great considerationan?consultation, we have
7 They're so unreliable; they said they would send it decided to change t~e pa.rking policy to reflect the
by now, but it's late. needs of the.staff. Niyoukn?~,parking spaceis
limited. These new recommendations and rules will
come into effect from next I\1onday.
Speaking where possible, staff members should use public
1 had to I were made to transport
2 weren't allowed reserved parking spaces for managers are to be
3 let abolished
4 expected I made a small number of spaces will be reserved for staff
5 needn't have who have no other way of coming to work
6 weren't allowed
all other spaces allocated on a first-come-first-
7 not allowed
served basis
8 made to
customer parking spaces are reserved strictly for
2 Ooo property, alcohol, personal, jewellery
customers
oOo employment, dismissal, detector, procedures
oOoo machinery, security any cars parked illegally in the disabled parking
ooO engmeer spaces will be clamped
I believe that these changes will make our parking
policy a much fairer one, and I look forward to your
co-operation in this matter.
72 Answer key

6 raw materials.
5 Although our lorry broke down, we managed to
deliver the goods on time.
Vocabulary 6 The ship was unloaded in spite of the dockers'
strike.
1 1 set 2 sells 3 predatory 4 crude 5 scale
6 even 7 variable 8 skimming 9 inflation 10 cartel
2 1 invaluable 6 priceless Speaking
2 costly 7 value 1 this meeting is to discuss
3 pncey 8 pointless 2 talk us through
4 rewarding; worthwhile 9 worthy 3 what you're saying
5 worthless 4 the point I'm trying to make
5 Do you mind clarifying something
Reading 6 We haven't heard anything
7 Wouldn't it be a good idea
1 the mid- l 990s 8 What you're suggesting
2 sixteenth 9 Does anyone have anything else to add
3 second
4 2.7 hectares
5 5%
Writing
6 It has doubled. 1 2 HDT Pharmaceuticals' fortunes have increased I
2 Khe Sanh is a paradox because while most of the have been increasing steadily over the past six
world's coffee producers are experiencing a slump, it months.
is enjoying a boom. 3 Today's rumours concerning I around Britain's
2 It caused a glut: world production exceeded entry into the euro have seen a sharp drop in the
demand. value of sterling.
3 They have stopped making coffee and started 4 Sales of digital TVs have risen I have been rising
planting narcotic plants for drugs. steeply recently since last year's dramatic increase in
4 By training farmers in its cultivation. the availability of new channels.
5 He has been able to buy a lot of material goods: a 5 The slight fall in profits for Stomex shares is not as
new motorcycle, a TV, etc. bad as predicted.
6 Because labour is cheap and productivity high. 2 2 remained steady
7 Because the margins (profits) are higher with 3 a dramatic fall I drop
arabica than with the less valuable robusta. 4 soared I surged
8 Because the climate of southern Vietnam is not 5 plummeted
ideal for the arabica bush. 6 dropped
3 1 d 2c 3a 4f Sb 6e 7 rose slowly I recovered I crept up
8 fluctuated
Grammar 9 levelled off I stabilized
10 fell
1 1 ./ 11 rose steadily
2 X Their exports rose. However, the domestic market 12 crept up I rose slowly I recovered
suffered. 13 had doubled
3 ./ 14 remained steady
4 X The -country has fabulous natural resources.
Nevertheless, its inhabitants are poor .
5 ./
6 X Despite the country having I Despite the fact that
the country has tough customs regulations, we
managed to export our machinery.
2 Even though the tickets cost just €30, we had to pay
€50 for each one.
2 Their transportation prices are high. However, they
are extremely reliable.
3 They hadn't paid our other invoice. Nevertheless, we
carried on supplying them.
4 Our profits went up despite the cost of our raw
materials increasing. I the increase in the cost of our
 Answer key 73

Writing
Vocabulary Sample answer:

1 confrontation 5 persuasive Dear Ms Agnew,

2 concession 6 misunderstanding
I was extremely concerned to receive your letter
3 manipulative 7 profitable
about your recent trip to our theatre. I can appreciate
4 negotiable 8 proposal that the main reason for your coming to the show was
2 2 lost I temper to see Steffi Newland and Mel Joyce live, and I fully
3 get out share your disappointment.
4 taking I initiative You definitely deserved an explanation for their
5 built I relationship non-appearance that day and one should certainly
6 beat I down have been forthcoming from the box office. I would
like to assure you that from now on, should any such
Reading situation arise, Iwill ensure staff are asked to pass on
any information they have been given.
1 1T 2T 3F The reason for Steffi and Mel's non-appearance on
4T SF 6T that particular day was due to adverse weather
2 1 charismatic 4 bureaucratic conditions. The light aircraft in which they were flying
2 consultative 5 laissez-faire had to be diverted to another airport, and
3 abdicatorial 6 dictatorial unfortunately, this meant they were unable to arrive
in time for the performance. Nevertheless, I hope that
you and your friends enjoyed the show, even if it may
Grammar have been an anti-climax for you.
I hope you will accept my sincerest apologies for
1 If we hadn't given
what happened. As a token of our goodwill Iwould
2 If she looked smarter
like to offer you and your friends complimentary
3 If they pull out
tickets which can be exchanged for a performance of
4 we could have signed
your choice. Please find enclosed four signed
5 employees have to ask
photographs of Steffi and Mel for you and your
2 zero 5 1st 3 2nd 2 3rd 4 mixed 1 friends.
3 1 had acted; could have found Once again on behalf of the Cygnet Theatre, I
2 would you say; contributed would like to apologize for any disappointment you
3 work; are conducted suffered.
4 will I shall see; hear Yours sincerely,
5 had gone; might I may have worked out
6 had; wouldn't
7 ran I was running; would make
4 If Sally hadn't been in such a hurry, she wouldn't
have forgotten her briefcase.
2 If he knew the answer, he would get the job.
3 If we'd got the contract, we wouldn't be in such a
terrible mess now.

Speaking
1 Lorna (L): c. d, e, f, j, k, n, o
Mrs Wallace (W): a, b, g, h, i, 1, m
2 3c 4h Sj 6m 7o
Ba 9k 10g 11f 12b
13 n 141 15 d
 Answer key

Grammar
Vocabulary 1 to sort out
2 to fax; to send; to do
1 1 consultancy 3 re-installing
2 competitiveness 4 filling; to become
3 recruitment 5 speaking; to practise
4 acquisitions 6 using; to pay
5 consultants 7 Smoking
6 intelligence 8 relaunching; repackaging; to work I to be working
7 rivalries 9 to work
8 stressful
9 expertise
2S 3F 4S 5S Speaking
2 1 F
3 1 backfired 1 Good morning everybody. As you are aware, the object
2 breakthrough of today's meeting is to present the results of our
3 high flyer research and to share our thoughts with you. First of all
4 went like clockwork I'll outline the company's current position, then I'll talk
5 breakdown you through the facts. Afterwards, I shall propose urgent
action which should be taken. Finally, we will put
Reading forward our suggestions for the medium term and
explore the I any alternatives. However, before I begin, I
1 A3 B4 cs D 1 would like to thank you all for your co-operation. I
E6 F2 know I speak I am speaking on behalf of my entire
2 1 make-or-break time group.
2 a starry-eyed kid 2 1 So what important lessons can we learn from this?
3 a candy store 2 Cathy will be talking you through our medium-
4 hot sellers term strategy.
5 dice 3 Right, we are going to start by running through the
6 big- ticket items latest results.
7 a makeover 4 I would like to draw your attention to four key
8 flagship store statistics.
9 pull your socks up 5 This brings us to the topic of the pension scheme.
6 Let's start by looking at the facts and figures, shall
3 Because it makes nearly all its money in the last
three months of the year. we?
2 They sell because they have the tight brand name 7 I would like to hand you over to Cathy Black, our
and are supported by huge advertising. head of communications. I our head of
3 As a child he was interested in war games and communications, Cathy Black.
games of strategy. In his present job he has to make 8 So if you would like to look at the graph on page
important strategic decisions. eight of the handout.
4 Because it is described as being an 'under-invested 9 As you can see, this graph reveals two further
has-been'. Its acquisition of a chain of toy stores was encouraging features.
disastrous and there have been four different chief 10 Now it's time to turn to our most important
executives in the last four years. recommendations.
5 Each teddy bear is specially made and carries a
recorded message.
6 It means that the group is not so dependent on the
London store's success.
7 The state of shopping in the West End of London,
lack of free parking, etc.
 Answer key 75

Writing
A separate salad and sandwich bar should be made
Sample answer: available alongside for people who prefer a light
lunch or sandwich.
THE FUTURE OF CATERING AT THE BLOOMSGROVE
Participants should be required to complete a
TRAINING .CENTRE menu preference request form two weeks before
Background the training programme and email it to the
Following a series of complaints over a prolonged restaurant manager who will do her best to
period about the standard of catering at the training accommodate the preferences stated. Participants
centre, a committee was formed to identify and should make known any special dietary
investigate the causes of dissatisfaction and to examine requirements at this point.
alternatives. The committee consisted of a
representative of the canteen team, course leaders
from the training programme, and spokespeople from 2H
'c D L 'D L 'p
recent courses. A researcher from Datasearch [.,.{_ 0 A t-, 0 0 DS
consultants was used to compile and conduct a Vocabulary R T R
questionnaire and to analyse the data. R 'R. o [.,.{_ T E
E A
Research N
Six hundred recent course participants were given a
questionnaire to complete. The most notable finding y
was widespread dissatisfaction with the formal waiter
service meals which are a feature of these courses.
While the committee recognizes that the formal sit-
down meal is a long-standing tradition, the majority
of Bloomsgrove employees feel there is a lack of
ER
choice, and have a desire for greater informality.
Waiter service was criticized as being slow and the R
fixed times of meals too restricting. A substantial
minority of respondents nevertheless claimed to enjoy
Reading
the formality and sense of occasion this provided. A 1 a Yves Carcelle is the chief of Louis Vuitton.
significant number of people found the menu b Tikka Shatrujit Singh was an advisor to LVMH
unimaginative while the remainder found it in India.
acceptable. c Melanie Flouquet is a London-based analyst
for JP Morgan.
Options
d Vivian Hung lives in Beijing and is an
The committee identified and evaluated the following
enthusiastic Louis Vuitton consumer.
options.
e Marc Jacobs is a designer for Louis Vuitton.
To continue with the current situation. This was
2 Louis Vuitton Moet Hennessy (Louis Vuitton
discarded as too many people are clearly unhappy
makes luxury luggage and other goods; Moet
with the current state of affairs.
produces champagne; Hennessy produces
To convert the whole restaurant into a self-service
expensive cognac.)
canteen. This would provide more choice, but may
3 1 China, 2 Russia, 3 South Africa
also result.in unimaginative menus. 4 In order of importance: Japan, US, China, India
To sub-contract the running of the entire
operation to an outside catering team operating 2 Because it needs new markets where it can sell its
on Bloomsgrove premises. However, it would be goods.
difficult to guarantee quality. 2 The streets used to be full of bicycles; now it is full
of cars and has a thriving business district.
Recommendations and conclusions
3 He researched the market carefully and sent a team
The committee arrived at the following
to visit it. They also used the services of an Indian
recommendations and conclusions.
aristocrat, Tikka Shatrujit Singh, to help them.
There should be a formal meal at the beginning
They spent a year searching for the right premises.
and end of a course to provide a sense of occasion
4 First of all the new shops attract customers;
and create a spirit of unity.
secondly they raise the brand image of the business
A self-service canteen should be introduced where
so that when people travel abroad they are more
participants can choose from a range of dishes.
likely to buy LMVH products.
A vegetarian hot meal would also be offered.
3 1 b 2a 3b 4c 5a 6c 7b
76 . Answer key

Grammar Writing
1 Oh no! My wallet has been stolen. (We don't know 2 Sample answer:
who did this.)
2 The new Science Park was opened by the mayor.
WHICH CURRENCYFOR EXPORT?
(The speaker is focusing on the Science Park
Advantages of pricing in own currency:
rather than the mayor.)
Costs are in own currency.
3 The goods are then transported to our central
Easier to budget.
warehouse 80 km away. (The speaker is talking
Advantages of pricing in buyer's currency:
about part of a process and the agent is either
Appeals to buyer.
unknown or not significant here.)
Disadvantages of pricing in own currency:
4 Something should be done about this problem
May not appeal to buyers.
right away. (The speaker may prefer not to
Disadvantages of pricing in buyer's currency:
mention a specific individual here.)
Could lose if buyer's currency devalues.
2 2 The paperwork will have been finished by this Makes exporting to weak currency areas risky.
evening.
3 Their bank references should have been checked WHICH CURRENCYFOR IMPORT?
before we supplied the goods. Advantages of buying goods priced in own currency:
4 The container's contents were examined by No need to worry about currency movements.
officials from Customs. Advantages of buying goods priced in exporter's
5 With the Internet, your consignment can be currency:
tracked every kilometre of the way. Can get goods cheaper if exchange rate moves in
6 Our ship was made to wait three weeks for your favour.
permission to dock (by port officials). Disadvantages of buying goods priced in exporter's
currency:
Can lose badly if currency moves against you.
Speaking For buyers, risks outweigh benefits.
1 on behalf of How CAN BUYERSCOVER THEMSELVES?
2 I'd like to wish Buying forward.
3 I'm going What is buying forward?
4 afterwards You agree to buy currency in the future at a rate you fix
5 As you can see in the present.
6 all around Disadvantages of buying forward:
7 before You have to pay fees and commissions.
8 I'd like to say something If currency moves in your favour you lose out.
9 As I'm sure you know
10 if you'd like to gather round
11 talk you through
12 nobody has any questions
2 2d 3g 4k 5i 6b
7a 81 9h 10 c 11 e
 Answer key 77

Speaking
Vocabulary 1 . What do you see yourself doing in three years' time?
2 What is the worst mistake you have ever made?
1 7
3 Would you rather deal with a customer's problem
c 1-t L L E N Ci I N Ci yourself?
E R M A N E N T 4 Do you think that the customer is always right?
s T E p I N Ci I s T 0 N E 5 How well do you think you cope with learning new
CiOLDEN I 1-t E L 0 systems?
N T E R v I E w 6 Is there anything that you would like to ask us?
A N !) I !) A T E 7 What has prompted you to look for another job?
T Tl T u !) E 8 Would you mind telling us what your greatest
w 0 R 1-t w 1-t I L E weakness is?
R E L A 1S L E 2 1 ... what has prompted you to look for another job?
N E T w R K 2 Would you mind telling us what your greatest
1-t E A !) 1-t u T weakness is?
3 ... do you think that the customer is always right?
2 1 a 2d 3b 4c 4 Would you rather deal with a customer's problem
yourself ...
5 What is the worst mistake you have ever made?
Reading 6 How well do you think you cope with learning new
1 1 MS systems?
2 JR 7 ... what do you see yourself doing in three years'
3 NO time?
4 JR 8 ... is there anything that you would like to ask us?
5 MS
6 MS
7 JR
8 NO
2 F
2 T
3 T
4 F
3 d
2 c
3 e
4 f
5 a
6 b

Grammar
1, 2
1 c; T 2 b; I 3 d; I 4 a; T
3 2 deduct
3 continue
4 have a relationship
5 refuse
6 mention
7 invent
8 compensate
9 lower the volume
10 raise
4 2 Hang on to it; they may ask you for it later.
3 It's time we paid them off.
4 We need to sort it out before the weekend.
5 I'm looking forward to it.
78 Answer key

Writing
Sample answer: Vocabulary
Dear Ms Strong, 1 handed over 4 stand down
2 go into 5 stay on
I am writing to apply for one of the positions of
3 take over 6 fall out
Assistant Manager advertised in Hospitality World
magazine. I feel that I have the right personal qualities, 2 franchisees 5 feasibility
qualifications and experience for this type of post. It 2 successor 6 enthusiasm;
has long been my ambition to work in a top hotel 3 redundancy commitment
group in a key European location. This is exactly the 4 expertise 7 Entrepreneurial
kind of opportunity I have been looking for, and I feel 3 1 capital 7 searching
I could bring my enthusiasm, experience, and capacity 2 burden 8 viable
for hard work to the post. 3 funding 9 feasibility
I am a 25-year-old hotel professional with several 4 venture 10 forecasts
years of relevant post-qualification experience. I have 5 prospects 11 return
an international background, having attended schools 6 sceptical 12 stake
in Paris and Rome, where I gained an International
Baccalaureate. I went on to the Lucerne Institute Reading
where I gained a BA equivalent degree in hotel
management. During my time at L'Hotel du Pare in 1 Jan 3 Jan 5 Sally 7 Sally
Paris, I spent three years on the front desk. I was also 2 Anne 4 Jan 6 Anne 8 Jan
given responsibility for one of the hotel's restaurants,
and so I feel I have the confidence to take on a 2 1 Formative Fun 4 Carewatch
managerial role. 2 Carewatch 5 Formative Fun
For the past two years I have been working as chief 3 Im-Press
receptionist at a five-star hotel in Abu Dhabi, where I 3 1 e 2b 3d 4e 5g 6a 7c
also have responsibility for recruitment of junior
reception staff. Grammar
From my experience of working in Paris and Abu
Dhabi I have acquired a good working knowledge of Example sentences:
both French and Arabic, and have developed the a Personality and relationships
diplomatic skills required for dealing with an Melanie is probably the least pleasant of the three
international clientele. and unable to get on well with other people in a
small business setting. She is less mature than
My current contract ends in three months and my
Dorian who gets on better with suppliers and staff,
employers will willingly supply a reference should you
but no one has such a successful personality with
require one. I am available for interview either in the
customers as Martin. Unfortunately, Martin can be
Gulf or in London. I would naturally be prepared to
moody and is probably slightly less stable than the
travel for such a meeting.
other two. Dorian is so dull and boring he can
Please find enclosed an up-to-date CV for your
hardly be expected to win the respect of customers.
consideration.
However, he is the only one to have a working
I look forward to hearing from you. relationship with both his brother and sister.
Yours sincerely, b Abilities and business skills
Jenny Walters Melanie is a lot more qualified than the other two.
Even though Martin may be a lot more ambitious
for the company and have the best ideas for its
future, he seems to have far less day-to-day business
sense than the others and is very poor with
paperwork. Although Dorian isn't as charismatic as
Martin, he seems to be considerably better
organized and has a better understanding of day-to-
day management.
c Dedication to the company
Melanie is far less interested or dedicated than the
other two. After all, she already has a good job in
another company and hardly has any interest in
outdoor sports. Martin has the best ideas for its
future but are they realistic enough, I wonder?
 Answer key 79

Speaking 3 Sample answer:

The thing is, we need to be certain
2 I can assure you that we have checked everything. Dear Sir or Madam,
3 We can guarantee that the project is 100% viable. I am writing to you as I would like to propose an
4 Is there anything else that's bothering you? investment opportunity. With the greenhouse effect
5 we move on, I should just mention one thing. and global warming, more and more homes in low-
6 we're not able to commit ourselves lying areas have become vulnerable to flooding.
7 I'll give you a set you can I have invented a floodguard which can easily and in a
8 I'm afraid they have to remain confidential matter of minutes be fitted across doorways in times
9 if you don't mind I'd like to check that with of flooding.
10 I was going to make the same suggestion myself.
It consists of a central panel with extending side
panels which can be quickly clipped around a
Writing doorway. A special sealing device provides watertight
protection. The sealant needs to be fully tested, which
1 this aim
I propose to do at the next stage of development.
2 With that in mind
3 a device At present the material used in the floodguard is iron,
4 Its which is not ideal because of the obvious
5 the one susceptibility to rust. I would like to redesign the
6 this distance device using a more suitable material at the next stage.
7 Those However, this is likely to require financial support.
8 This I think that, with the extra research and testing which
9 our invention I have outlined, I can produce a product which will be
10 this next stage of enormous benefit and will give a very good return
11 therefore on investment.
12 At this stage I thank you for your time and interest and look
13 In the meantime forward to hearing from you.
14 this correspondence Yours faithfully,
15 in anticipation
2 1D 2C 3A 4E SB
80 Answer key

Speaking
Vocabulary 1 .I am sorry but you have completely lost me.
2 What exactly is meant by the term exposure?
1 legendary 3 Let me clarify that for you.
2 eminent 4 So what you're saying is that I should spread my
3 maligned risk.
4 trustworthy
5 So if I've understood you correctly, no investment is
5 reliable
entirely risk-free.
6 prestigious
6 Shall I run through it again for you?
7 notorious
7 What exactly do you mean by a balanced portfolio?
8 lousy
8 But I am afraid I don't quite follow you.
2 1 b 2c 3e 4d 5a
9 Would you like me to go through it once more?
3 1 status symbol 1 O Do you think you could explain what bonds are?
2 resurrect
3 live down
2 a l, 8 b 4, 5 c 3, 6, 9 d 2, 7, 10
4 shake off
5 revival Writing
6 turnaround
1 wholeheartedly 6 completely
2 admittedly 7 hopefully
Reading 3 consequently 8 immediately
4 entirely 9 clearly
1 a
5 regrettably 1 O profusely
2 c
3 c 2 consequently, hopefully, regrettably, clearly,
4 b admittedly
2 wholeheartedly, profusely, immediately, entirely,
2 1 damaging a reputation with bad news I rumour
completely
2 When your reputation is damaged or you make a
3 Sample answer:
mistake, people will never let you forget it.
3 All rumours have some truth behind them.
You may have heard the stories about an escape of
4 when a thought or idea is hidden or unconscious
toxic gas from our plant. Admittedly, eighteen
5 actions which are kept secret or hidden from the
months ago, there was a sin.all emission. We have
public
never believed in cover-ups, and consequently, we
immediately closed the factory for 48 hours so a full
Grammar range of safety checks could be carried out. In
addition, we informed the press and apologized
1 1 x 8 ./ profusely to the public for what had happened.
2 x 9 ./ Regrettably, this openness seems to have provoked
3 ./ 10 x some entirely untrue rumours about Weber's
4 ./ 11 x activities and we'd like to put the record straight.
5 x 12 ./ Weber has never, and will never deliberately exceed
6 x 13 x the legal pollution levels. As you know, all
7 ./ 14 ./ manufacturing processes involve the production of
2 0 12 0 toxic substances. This is why we have the most
2 the 13 the advanced filters in the industry. All of our plants
3 a 14 a follow exactly the same high standards wherever they
4 0 15 The are situated.
5 a 16 0 We also work closely with the environmental
6 0 17 0 group Spearhead and we wholeheartedly support
7 the 18 the their efforts in protecting the environment. This is
8 the 19 the why we invited its representatives to have complete
9 0 20 the access to the plant. In fact, we would like to extend
10 the I 0 21 an this invitation to all local councillors and
11 the representatives, so they can also gain an insight into
the measures that we take to safeguard the
environment. It is in everyone's interests that Weber
continues to stand by its excellent record.