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At Work

Anna is interviewed for a job at Tip Top Trading. She struggles at first but improves when reminded to structure her answers by saying 'firstly' and 'secondly' to give reasons for wanting the job. However, just as Anna is doing well, the interview is interrupted by Denise needing help.

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0% found this document useful (0 votes)

401 views198 pages

At Work

Uploaded by

Val Ribeiro

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 198

English at Work

Introduction

Hi I'm Neil. Thanks for joining me on English at Work - a new series of programmes set
in an office, full of top tips to help you learn some useful business language which you
could use in the workplace.
In the next few minutes you can join me on an introductory tour around one of London's
biggest imitation plastic fruit manufacturers, called Tip Top Trading. We're going to hear
from some of the employees that work so hard to keep the business running smoothly.
So come on then! Let's step into the office and eavesdrop on Tip Top Trading's possible
newest recruit. I say 'possible' because she is still being interviewed for the job of Sales
Executive
Insert
Anna:

Firstly, this job is an ideal match for my skills and experience: I've spent
several years working in sales and I get on with people easily. Well, I
mean, apart from the ones I don't like of course! Secondly, I know Tip Top
Trading is one of the fastest-growing companies in London, and I want to
be part of that.

Paul:

That's absolutely right. Tip Top Trading is the fastest-growing company in

the plastic fruits sector.

Well said, Anna! If she gets that job I'm sure she'll be an asset to the company. The
decision is in the hands of Manager, Paul, who we heard there. He's a nice guy really, a
little disorganised, but when things go wrong he's got to take chargea bit like this
Insert
Paul:

Yesterday was not a great day. Two clients came in with serious
complaints. Mrs Kumquat received a delivery of imitation bananas that
were purple not very convincing, and Mr Lime ordered grapefruits, but
got pineapples. Tom!

Tom:

Yeah, listen...

Paul:

Were you responsible for these errors?

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British Broadcasting Corporation 2012

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Tom:

Well... yes, but -

Paul:

Look, mistakes happen. But it seems that Mrs Kumquat left our offices
even angrier than when she came in and she says she will never use Tip
Top Trading again!

Tom:

I tried my best.

Paul:

Hmmm.

Ah yes, Tom! I hadn't warned you about Tom, one of the company's top Sales
Executives he's good.
Insert
Tom:

(on phone) Tom speaking. Yah! Frankie! So what's the latest, are we on?

. but his interpersonal skills need working on. Listen to this!

Insert
Tom:

My computer has crashed. I've lost my phone. And there's a big, BIG
problem with my timetable. I have two meetings scheduled at the same
time with two extremely important clients. I can't do them both at once!

See what I mean! Now, every office needs a good office assistant and Tip Top Trading
is no exception. It's got Denise, who's there to assist, organise and sometimes make the
tea..
Insert
Denise:

Oh sorry excuse me, here's your tea Paul.

Paul:

Thanks Denise.

But goodness! She likes to talk

Insert
Denise:

Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost
had enough! I get treated like I'm some kind of servant!

That's Denise! I think we'll just leave the office now and let them get on with their work
(DOOR CLOSES)

English at Work

British Broadcasting Corporation 2012

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So that's Tip Top Trading. There are plenty of other people we'll meet along the way
so go on why don't you join me for English at Work from bbclearningenglish.com. See
ya!

Listening Challenge - Answer

What kind of company is Tip Top Trading?
Tip Top Trading is a plastic fruit manufacturer.

English at Work

British Broadcasting Corporation 2012

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English at Work
Episode 1: The interview
Language for interviews

Narrator:

Hold tight please! This is Anna, on a bus going to an interview for a job as
a sales executive at Tip Top Trading one of London's fastest growing
companies. How are you feeling Anna?

Anna:

Oh, a little nervous but I really want this job.

Narrator:

Well don't worry Anna, as long as you say the right things, you'll be fine.

Anna:

The right things!? Like what?

Narrator:

You need to sell yourself, be confident, not arrogant and give examples.
Like: A good example that comes to mind.
I'm particularly proud of.
Timekeeping is important to me.

Anna:

Oh right. Thanks. Perhaps you can come with me?

Narrator:

Sorry Anna, you're on your own now but we'll be listening in. Look!
You've just arrived. Good luck!

Paul:

Come in. Hello, I'm Paul, the Manager of Tip Top Trading. And you must
be.?

Anna:

It's Anna.

Paul:

Yes, very good. Thanks for coming. Now somewhere in this pile, I've got
your CV

Anna:

Err, is that it there?

Paul:

Oh yes, thanks Hannah. Your qualifications look impressive but what sales
experience can you bring to our company?

Anna:

I worked in a shop once.

Narrator:

Ohhh Anna! Sell yourself. Give a good example!

Anna:

Oh rightmmm.well a good example that comes to mind is when I was

involved with a campaign to promote and sell a new range of
clothes I loved doing it and it was

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Denise:

Oh sorry, excuse me, here's your tea Paul.

Paul:

Thanks Denise. Now Anna, it looks like you've achieved a lot during
your time at university. Could you give me an example of good team
working during your time there?

Denise:

Sorry! I forgot the sugar.

Paul:

Thank you Denise.

Anna:

Hmm, so you want an example? I was the treasurer of the debating

society at university. That was OK I suppose.

Narrator:

Come on Anna. Be more enthusiastic the debating society is exciting!

Anna:

I mean I'm particularly proud of how I organised the finances for the
debating society. We had a very small budget and I had to make decisions
on what to buy.

Narrator:

I like it! "I'm particularly proud of" - Positive but not boasting. You're doing
well.

Paul:

Very impressive so you're a good planner Anna! We like organised people

here... ooops, silly me. I seemed to have spilt tea over your CV.

That's good to hear. We like punctuality here

Denise:

Excuse me Paul. Sorry it's a bit late but I thought you might like a biscuit
with your tea.

Paul:

Hmm thanks.oh lovely, custard creams mmm. Now Hannah, finally I

wanted to ask you what exactly made you apply for this job at this
company?

Anna:

Errrr ooo well. The reason I applied is.

Narrator:

Yes, yes, yes Anna? Do you need a bit more time to think?

Anna:

Errrmmm

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Narrator:

What's she going to say? How would you answer that? Join us next time
to find out. Before we go, here's a reminder of some of the great lines
Anna's used today

A good example that comes to mind

I'm particularly proud of.
Timekeeping is important to me.
Until next time, bye bye!

Listening comprehension question

What was Anna's role in the university debating society?
She was treasurer.

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British Broadcasting Corporation 2012

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BBC Learning English

English at Work
Episode 2: The interruption
Structuring answers
Narrator:

Hello! Welcome back to the offices of Tip Top Trading, where Anna's
interview for a sales job continues. When we last said goodbye, Tip Top
boss Paul had asked Anna why she wanted the job. First she said:

Anna:

Errr... mmmmm...

Narrator:

Since then, she's added:

Anna:

Mmmm... errr...

Narrator:

And as we join her again, Anna is saying:

Anna:

Well, errrr... I'm errr.

Narrator:

Come on, Anna! If you can't think of the word you need, find another way
of saying it.

Anna:

I am... Well, I really, really want this job and I am willing to work very
hard if I get it.

Paul:

So youre very motivated, then?

Anna:

Motivated! Yes, thats it. I am really motivated.

Paul:

Good! Why?

Narrator:

Now over to you Anna; structure your answer! Say, 'firstly', then give your
first reason, 'secondly' and then a second reason. Then say, 'above all' and
give a really, really good, enthusiastic final reason! Go for it: firstly!

Anna:

Firstly!

Paul:

Firstly...?

Anna:

Firstly, this job is an ideal match for my skills and experience: I've spent
several years working in sales and I get on with people easily. Well, I
mean, apart from the ones I don't like, of course. Secondly, I know Tip Top
Trading is one of the fastest-growing companies in London, and I want to
be part of that.

Paul:

That's absolutely right. Tip Top Trading is the fastest-growing company in

the plastic fruit sector. But enough about the company; this is all about
you, Annabel.

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Anna:

Anna.

Paul:

Sorry, Anna. Where were we?

Anna:

Well, I said that firstly, this job is an ideal match for my skills and
experience, secondly, the company is growing fast... and and above
all the reason I want this job is

Narrator:

Oh dear! Just as Anna was doing really well, it looks like her interview has
come to a sudden end. Whats happened? Join us next time to find out. But
before we go, here's a reminder of how Anna structured her response:
Firstly, this job is an ideal match for my skills and experience
Secondly, I know Tip Top Trading is one of the fastest-growing companies
in London and above all the reason I want this job is
Anna couldnt remember the word motivated, so she just found another
way of saying what she meant.
I really, really want the job and I am willing to work very hard if I get it.
Nice work, Anna! Let's hope you get the chance to finish your interview
next week!

Listening comprehension question

What word is Anna struggling to remember that means being very enthusiastic
and wanting very much to succeed?
Motivated

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English at Work
Episode 3: The crisis
Making suggestions

Narrator:

Here we are again at Tip Top Trading, where Anna's interview for a sales
job has been suddenly interrupted. Office assistant Denise has entered the
room, looking very worried. What's wrong? And will Anna have any
suggestions that might help?

Denise:

I don't know what to do!

Paul:

So what's the matter Denise?

Denise:

You know the PowerPoint presentation?

Paul:

The one we've been preparing for the last two months?

Denise:

Yes.

Paul:

The one that's very, very important and that we need this afternoon?

Denise:

That one.

Paul:

Aha.

Denise:

We've lost everything!

Paul:

No!

Denise:

I had it on a USB stick, to transfer it, but the stick has vanished!

Narrator:

Right Anna, now is your chance to help them find solutions to the problem.
You'll need phrases like:
Can I make a suggestion?
Why don't you...?
Have you tried...?
Maybe we could...?
How about...?
I have an idea!

Paul:

But don't you have it saved on your computer?

Denise:

No, it was taking up a lot of space, so I deleted it.

Paul:

So you have lost the only copy we have.

Denise:

Yes.

Paul:

Golly gosh, you did Denise! You emailed it to me to proof-read. It'll be in

my inbox somewhere. Good thinking Anna!

Denise:

I was just about to suggest that myself.

Paul:

Problem solved. Thank you Anna!

Anna:

Pleasure.

Narrator:

Well done Anna!

Paul:

Right, now please leave us Denise. Anna and I will continue our interview.
Would you like a biscuit Anna?

Anna:

Thank you. Oh, what's that?

Paul:

Oh golly gosh, the USB stick! It was mixed in with the plate of biscuits that
Denise brought in.

Anna:

It's wet!

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Paul:

Yes, I think maybe I stirred my tea with it at one point. Oh well. Now,
where were we...?
My goodness, it's 11 o'clock! I have a meeting right now! I'm afraid I'm
going to have to go. But I've made my mind up about you anyway. I
suppose you'd like to know if you've got the job?

Anna:

Yes please!

Narrator:

Ah - Stop right there! I'm sure everybody would like to know if Anna's got
the job but everybody's going to have to wait until we've heard her
helpful phrases once again:

Can I make a suggestion?

Why don't you try looking in your recycle bin?
Have you tried asking your colleagues if they've seen the memory stick?
How about...?
Maybe I could do a big office search for you...?
How about looking through your rubbish bin...?
I have an idea!
Paul:

Anna, we need someone who can think on her feet and who is a first-rate
people person. Someone who sees solutions, not problems... someone like
you! So if you want the job, it's yours!

Narrator:

such as:
Hello, I don't think we've met.
You must be and say the person's name.
I've just joined the team.
Nice to meet you.
Have you worked here long?
Why don't you start by saying hello to Tom Darcy, the Senior Account
Manager?

Tom:

(On the phone) Yah, yah, no, yah, yah, OK, yah. I'll seal the deal, yah, no
worries. OK, see ya mate, bye! (Hangs up)

Anna:

Hello, I don't think we've met.

Tom:

No.

Anna:

You must be Tom. I'm Anna. I've just joined the team.

Tom:

Uh huh.

Anna:

Nice to meet you. Have you worked here long?

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Narrator:

Well, once again everything has worked out well for Anna! Before we go, a
reminder of the phrases she used:

Hello, I don't think we've met.

You must be Tom.
I've just joined the team.
Nice to meet you.
Have you worked here long?
Narrator:

Just remember - if somebody says "Would you like to do lunch?" they're

not usually expecting you to cook for them! Goodbye.

Listening comprehension question

What is Toms job title at Tip Top Trading?
Senior Account Manager.

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British Broadcasting Corporation 2012

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English at Work
Episode 5: The Queen of Sheba
Polite requests

Narrator:

Welcome back to English at Work. We're still in Anna's first week in the
busy offices of Tip Top Trading. How's it going Anna?

Anna:

Everything's still so new to me. I keep needing to ask people for help!

Narrator:

Well, that's only natural at the beginning. To ask people politely for help
use the words would and could. You can also use the word please, but
don't make the mistake of thinking's enough to make what you say polite.

Anna:

Er, ok.

Paul:

Hello Anna!

Anna:

Oh hi, Paul!

Paul:

I was wondering if you could do something for me?

Anna:

Yes of course.

Paul:

Would you be able to print out a file for me? It's a document on CBL
Convincing Bananas Limited they're one of our suppliers. The file should
be on the system and could I have it in the next ten minutes please, as
they're on their way here for a meeting?

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Denise:

(on the phone) Who does that girl think she is?... Anna... new girl... I told
you about her... yes with the saucepans, that's the one. She's only been
here five minutes and she's already acting like the Queen of Sheba...

Anna:

Oh and Denise, please send it to me within five minutes, Paul needs it

soon. Thank you.

Denise:

Really!

Tom:

He he, good to see who's the boss, eh Denise?

Denise:

Really!

Narrator:

Er, Anna, I think you've upset Denise...?

Anna:

Upset Denise?

Narrator:

You were a bit rude when you asked her to help.

Anna:

Was I?

Narrator:

Remember what I said Anna. Just using please to ask someone to do

something can sound a little rude.

Anna:

Oh.

Narrator:

Instead of saying 'Please send me the file' you could say 'Could you
possibly send me the file?' or 'Would you mind sending me the file?'

Anna:

Oh! English is so confusing! I'll try to remember that. Oh no, the printer
isn't even set up! Tom?

Tom:

Yeah?

Narrator:

The printer seems to be working well, but how well are Anna and Denise
working together? Are these two going to be enemies?

Denise:

Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almost
had enough! I get treated like I'm some kind of servant!

Listening comprehension question

What reason does Tom give for being too busy to help Anna with her printer?
Tom says he has to send an email to a client.

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English at Work
Episode 6: Double-booked
Offering to help

Anna:

Look forward to hearing from you soon. Kind regards, Anna.

Denise:

(on the phone) ... And Margery said: 'I don't think I've ever seen a
vegetable quite that size before...'

Anna:

Yes!

Narrator:

Use phrases like 'Is there anything I can do?' 'Let me help!' or, to be more
informal, you can say, 'Can I give you a hand?' or 'Give me a shout if you
need anything!'

Anna:

Right.

Narrator:

Go on!

Anna:

Are you okay Tom?

Tom:

(grumpily) No.

Anna:

Is there anything I can do?

Tom:

(grumpily) No.

Tom:

Anna? Could you help me?

Narrator:

Ha! I told you so!

Tom:

They've both arrived at once! Oh god! I'll deal with Mrs Kumquat...

Anna:

Okay.

Tom:

You talk to Mr Lime, he's from a company called Citrus Ventures. They own
hundreds of juice bars.

Denise:

Are you sure that's a good idea Tom?

Tom:

I don't have much choice, do I?

Denise:

Well I could-

Tom:

Just keep him occupied Anna, tell him how great he is... no, no, tell him
how great I am. Find out what he wants. If it's about the - well, never
mind, just be nice.

Anna:

Understood.

Tom:

Mr Lime! Are you well?

Mr Lime:

Yes, but I'm actually rather angry too.

Tom:

Ah, well let me introduce you to Anna!

Anna:

Mr Lime, it's a pleasure to meet you! Let me help with your coat.

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Mr Lime:

Oh er... Thank you.

Anna:

Can I give you a hand with your scarf too, Mr Lime?

Mr Lime:

Oh... Thanks.

Anna:

Now, please come this way and you can tell me what's wrong.

Narrator:

Well done! Anna used some good phrases to step in and help with this
mess. Let's hear them again:

Is there anything I can do?

Let me help.
Can I give you a hand?
Give me a shout if you need anything.
Narrator:

But Mr Lime is obviously upset about something. What is it? And how will
Anna deal with the problem? Let's hope it doesn't end in disaster!

Listening comprehension question

What does the company Citrus Ventures do?
It runs juice bars.

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English at Work
Episode 7: Mr Limes grapefruits
A pologising

Narrator:

Ah hello! Welcome back to Tip Top Trading the UK's leading wholesaler of
imitation fruit. Today you're joining us in the middle of the action! Anna is
with an important client Mr Lime, from Citrus Ventures. He's angry and
she'll have to calm him down. She could cope brilliantly here or this could
be a horrible mess!

Anna:

Well Mr Lime, how can I help you?

Mr Lime:

On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top
Trading.

Anna:

Yes.

Mr Lime:

The delivery was made on Tuesday.

Anna:

Oh dear.

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Anna:

It must have been very inconvenient for you.

Mr Lime:

It certainly was! When he took my order, your colleague Tom told me that
Tip Top Trading was the most reliable firm in the industry!

Anna:

You have my word that we will sort this out. We'll remove the pineapples
and have your grapefruit sent via express delivery this afternoon.

Mr Lime:

Good. Thank you.

Anna:

And we could include some of our latest-edition imitation oranges to make

up for the inconvenience.

Mr Lime:

Oh! Well, that would be nice!

Narrator:

Tip top Anna! Excellent work and excellent words.

Anna:

They're made with revolutionary premium faux-orange, laser-curvedefinition technology... you will be the first to have them!

Mr Lime:

Wow, now that's good customer service! Tell me, do you have any other
artificial fruits in this range?

Anna:

Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I can
tell you...

Mr Lime:

Go on...

Anna:

We're about to unveil a new Imperial Lemon.

Mr Lime:

Really?

Anna:

I can't tell you any more for now. But

Mr Lime:

Yes...

Anna:

Maybe we could present it to you more formally in a couple of weeks, when

it's ready for release...?

Mr Lime:

Sounds perfect.

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Mr Lime:

Is it really?

Anna:

Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise
you, it won't happen again.

Mr Lime:

Good, good. You're new here, aren't you Anna?

Anna:

Yes.

Mr Lime:

Well I look forward to working with you.

Narrator:

What a success! Mr Lime has come away a very happy customer! Here are
the phrases Anna used while apologising:

I'm really sorry to hear that, Mr Lime.

That's totally unacceptable.
It must have been very inconvenient for you.
You have my word that we will sort this out.
And we could include some of our latest-edition imitation oranges to make up for the
inconvenience.
I promise you, it won't happen again.
What will Anna's boss Paul have to say about her work today? Join us next
week to find out.

Listening comprehension question

How many plastic grapefruit was Mr Lime meant to receive from Tip Top Trading?
8,000

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British Broadcasting Corporation 2012

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English at Work
Episode 8: Room 301
Giving praise

Paul:

Good afternoon.

Anna & Tom: Hi, good afternoon.

Paul:

Anna, Tom, room 301 please. Now.

Narrator:

Welcome back to Tip Top Trading, where things are a teeny bit tense
today. Paul has called Tom and Anna into room 301, the place where
difficult conversations happen. Perhaps Paul has found out about
yesterday's unhappy clients.

Anna:

Oh dear.

Narrator:

You should be okay Anna. After the way you coped with Mr Lime, you
should be praised.

Anna:

Really? What do you think Paul will say?

Narrator:

Well, if he is pleased, he'll say things like:

Well done.
You handled it well.
Great job.
I'm really impressed.

Anna:

And if he's not?

Narrator:

Well, I suppose oop. Heres Paul now!

Paul:

Well, Tom, Anna... Yesterday was not a great day. Two clients came in with
serious complaints. Mrs Kumquat received a delivery of imitation bananas
that were purple, not very convincing. And Mr Lime ordered grapefruits,
but got pineapples. Tom.

Paul:

If you weren't such a good salesman I would fire you for that. Anna.

Anna:

Yes.

Paul:

Well done. Not only was Mr Lime satisfied that his problem would be
resolved, but we might even get some extra business from him, thanks to
your Imperial Lemon proposal.

Anna:

I hope so.

Paul:

You were in a difficult situation and you handled it well. You remained
calm, friendly and professional. So, great job. I'm really impressed. I'm
going to

(phone rings)
Paul:

Who's that? Oh no. It's a call from the USA.

Tom:

Oh god!

Anna:

What?

Tom:

Its the boss!

Anna:

Whose boss?

Tom:

Ours! The big, big boss, based in America.

Paul:

Shhhh! (on the phone) Hellooo? Ah, good afternoon Mr Socrates, I mean,
er- morning, ha ha, where you are it's yes, no, n-yes . I'm not sure.
Mrs Kumquat did she? well, it was very unfortunate . purple, yes .
totally unacceptable . I will. If you'd like I could . Mr Socrates? Hello?
Mr Socrates? Oh, he's gone.
Right where was I? Tom, great work. Anna, I'm disappointed. No, no,
Anna, great work, I want you to take charge of the Imperial Lemon
presentation. Tom, if you speak to a client like that again there will be
disciplinary action. Mrs Kumquat was so angry she even emailed Mr
Socrates. Ok, thats it.

Narrator:

Phew! What a relief for Anna. Let's listen again to some of the phrases Paul
used to praise her:

Well done.
You were in a difficult situation and you handled it well.

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So, great job. I'm really impressed.

He also explained why he thought Anna had done a good job:
You remained calm, friendly and professional.
Excellent work Anna. But Tom's mistakes have given everyone a lot of
work to do tomorrow.
Paul:

First thing tomorrow we need to sort this mess out. Tom, I want you to
phone every single client and check the orders. Anna, you can go to the
warehouse and find out what's going on in there!
Listening comprehension question
In which country is the big boss of Tip Top Trading based?
America / United States

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Anna:

Mr Ingle, I don't think we've met yet, I'm Anna.

Ingle:

Hello. Oi! What are you doing with those boxes? I told you to put them in
storage. Anna, eh?

Anna:

Yes, sorry to bother you, I just want to check something. We've had a few
problems with orders.

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Ingle:

Well, that's not my fault. I do exactly what I'm asked to do. (To workers)
No, not there, in storage!

Anna:

Oh, well, I just want to make sure that.

Ingle:

Thirty years I've been doing this job, and I've never made a mistake.

Anna:

Of course, but because we've had problems, we need to make absolutely

sure that all deliveries are correct.

Ingle:

Humph.

Anna:

Could you possibly clarify what went out in today's delivery to Mr Berry of,
er, Bluetree Enterprises?

Ingle:

500 redcurrants.

Anna:

Right. That's fine.

Narrator:

Well done Anna, this is going very well. Remember that other phrase "I
just want to check"

Anna:

OK. Now, I just want to check what was sent to Cocoline Limited it
should have been fifteen mangos

Ingle:

That's right.

Anna:

Great, and just to be absolutely clear, you sent the soft mangos, not the
plastic ones?

Ingle:

Yes, just like I was told to.

Anna:

Good. One thing I wasn't sure of was whether we had enough yellow
bananas in stock I know there are some purple ones, but-

Ingle:

We do need more yellow bananas.

Anna:

Okay, I'll just write that down. Thank you Mr Ingle. By the way, I like your
overalls!

Ingle:

Oh thanks.

Anna:

This is much more exciting.

Denise:

But having three colours would work better.

Narrator:

There is a lot of disagreement going on, which is putting Anna's vocabulary

to the test!

Paul:

Right, I'm taking the final decision: the colour scheme will be green and
yellow, so that's that. Now, the first presentation will be to er, Mr, er,
Slime.

Anna:

Mr Lime.

Paul:

Oh, er, Mr Lime - that bit of biscuit looked like an 's' Mr Lime, thank you
Annabel.

Anna:

Anna.

Narrator:

Er- Anna, maybe you should find a better way of saying you disagree
with Denise.

Anna:

I'm so frustrated! I can't think of the right words.

Narrator:

It helps if you try phrases like:

Well, I'm not so sure about that... then explain why.
Or start your sentence with 'but' when you want to disagree with what has
just been said.
Or, to seem more polite, you can try:
I see your point, but actually I think...

Anna:

I'll try.

Narrator:

And don't be aggressive Anna - and give your reasons too, or you'll upset
Denise again!

Anna:

OK. Well, I'm not so sure about that. I think it will improve our sales of
lemons and make our clients happy. Happy clients will come back to buy
more.

Paul:

Yes, that's a good point Annabe - Anna.

Tom:

But 20% is a lot maybe 5% would be better.

Anna:

But if we're going to make a special offer, we should make it so good that
everyone will say yes!

Denise:

But people might think there's something wrong with our lemons and that
we're desperate to get rid of them.

Anna:

I see your point, but, if we explain this is just a special offer for special
clients, they'll understand.

Paul:

Anna:

Sorry.

Narrator:

Anna, you're really burning the candle at both ends.

Anna:

What?

Narrator:

Burning the candle at both ends it means working very hard working
late and getting up early to work all the time.

Anna:

Oh. I didn't know that expression.

Narrator:

Well here are some more:

You're doing overtime; which means you're working longer than office
hours.
You're putting in the hours; which means you are spending all the time
needed to achieve something.

Anna:

Yes, I'm putting in the hours to make sure my presentation is perfect.

Narrator:

And if you don't mind me saying so, you might burn out; which means you
are working so hard that you might get very tired and run out of energy.

Anna:

I'm not burning out. I'm full of energy. I just need to finish this bit...

Denise:

My goodness, nothing's locked. Do you think we've been burgled?

Tom:

Oh no! I left my lap-book and my me-pad on the desk... and my i-top

they're worth thousands! They're all the latest versions!

Anna has finally got the message: she's realised she's been working too
much. She needs to be realistic. Here's a reminder of some of the phrases
we heard to talk about how much Anna had been working:

Burning the candle at both ends.

Doing overtime.
Putting in the hours.
Burning out.

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Let's hope she's thinking clearly by the time she has to do her
presentation. Join us next time to find out! Bye.

Listening Challenge
What phrase does Denise use to mean Anna will be no use to anyone?
Answer: As useful as a chocolate teapot

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English at Work
Episode 12: The big day
Opening presentations

Narrator:

Hello, welcome to the offices of Citrus Ventures! It's a big day for Anna,
she's about to present Tip Top Trading's new Imperial Lemon to Mr Lime
and his colleagues. This must not go wrong.

Anna:

revoltionary laser-curve.... revolUtionary laser-curve... revol-

Narrator:

How are you feeling today Anna?

Anna:

Scared! I want to do really well. If I mess up and Citrus Ventures doesn't

place an order, I'll be so upset.

Narrator:

You're well prepared, that's the main thing. Remember that the beginning
of your presentation is especially important. Explain clearly how your
presentation will be organised.

Anna:

OK. Oh dear, I didn't think of the very beginning. Can you give me
examples of what I should say?

Narrator:

After you've introduced yourself, you could say:

Today I'm going to... and explain. Then say:
I'll start by...
And then I'm going to move on to discuss
And finally...

Anna:

OK, like this:

Today I'm going to...
I'll start by...
And then I'm going to move on to discuss
And finally...

Narrator:

Exactly.

Anna:

Right, thanks, I'll try. Everything will be fine. I feel relaxed now.

Mr Lime:

Anna!

Anna:

Mr Lime!

Mr Lime:

How lovely to see you. You look absolutely... I've been looking forward to
this for days! Everyone is waiting in the meeting room. Come this way....

Anna:

Oh gosh.

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Mr Lime:

Everyone in Citrus Ventures is very excited about this new Imperial Lemon,
so I allowed a few extras to come and watch, I hope you don't mind. All
your equipment has been set up so you can begin!

Anna:

Hello, I'm Anna of Top Tip TradingI mean, Tip Top Trading, sorry!
I'm very unhappy to be here.

Narrator:

Anna- focus!

Anna:

I mean, I'm very happy to be here.

Narrator:

Anna, breathe deeply, then say:

Today I'm going to...

Anna:

Today I'm going to... Today I'm going to present our revolutionary, new
Imperial Lemon. I'll start by telling you a bit about Tip Top Trading and
some of the exciting new developments at our company. And thenIm
going to move on to explain how the Imperial Lemon is designed and what
makes it so revolutionary. And finally, you will all have a chance to see it
close up for yourselves and ask questions.
So, let's begin. This picture shows...

Narrator:

Well, as usual, Anna seems to be turning a difficult situation into a success.

She used the phrases we discussed, which made her opening clear and
well-structured. She said:

Today I'm going to...

I'll start by...
And then I'm going to move on to discuss
And finally...
But that's just the beginning, now she's got to get through the rest of the
pitch how will that go?
Anna:

this picture shows.oh no, why isnt it workingI should just click on
this.oh, whats wrong with this stupid computer!

Narrator:

Uh oh! It was all going so well but now Annas got computer problems.
What is she going to do? We'll find out next time. Bye!

Listening Challenge

Where is Annas presentation taking place?

The answer is at the end of the pdf transcript.
(Answer: In the meeting room at Citrus Ventures)

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English at Work
Episode 13: The Imperial Lemon
Making a pitch

Narrator:

Hello, welcome back to the offices of Citrus Ventures!

(broken computer + murmur of people at meeting, as proceedings have
been interrupted)
Anna's presentation to Mr Lime and his colleagues continues... Well,
almost! Her computer has jammed and the presentation, along with her
notes, are frozen.

Anna:

Oh no, this is terrible!

Narrator:

Anna, you're going to have to manage without the slideshow or notes. Just
talk!

Anna:

Just talk! Just talk! You just talk! What on earth am I going to say? My
mind is blank.

Narrator:

Try to remember the key points you wanted to share, and give them one
by one. If you can, give some facts that support each point. For example:
Tip Top Trading is growing fast our number of clients doubled last year.
Use phrases like this:
The company has a strong track record of...
Let me share with you...
The Imperial Lemon's key strengths are...

Anna:

OK. Ahem!
(murmurs die down)
Sorry about that, I'll just have to continue talking without the slideshow.
So, ahem.... Tip Top Trading is growing fast our number of clients
doubled last year. This is because our company-

Narrator:

Yes, but try not to bark out information like a robot. Look people in the
eye, slow down and try to be more conversational.oh, and smile!

Anna:

(more conversationally) Tip Top Trading is growing fast our number of

clients doubled last year. This is because our company has a strong track
record of reliability and because, thanks to new technology, our fruits are
more and more convincing. Our bananas have won awards for being the
most authentic-looking fruits in Europe.

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We are very happy that Citrus Ventures is already among our clients and
we hope to build on that by offering you more exciting new fruits.
Let me share with you our latest product: (sound of unzipping of a bag)
the Imperial Lemon.
(impressed murmur from the audience)
The Imperial Lemon's key strengths are its design and flexibility. It is
made with revolutionary faux-orange-premium, laser-curve-definition
technology... (fade out)
Narrator:

What an excellent performance from Anna. She focussed on some key

points, supported them with facts and structured her answer clearly. She
also managed to relax and sound more natural. She used these phrases:
The company has a strong track record of...
Let me share with you...
The Imperial Lemon's key strengths are...
Let's fast-forward to after the meeting to see if she gets an order.

Anna:

so thank you for your time, I hope you're impressed with our Imperial
Lemon.

Mr Lime:

Fantastic Anna, fantastic!

Anna:

Thank you.

Mr Lime:

Those... lemons wow. I'd like to put in an order for three hundred
thousand right away.

Anna:

Of course.

Mr Lime:

Now, what's your direct phone number?

Narrator:

Good work. Although, I must say, Mr Lime seems just as excited about
Anna as he is about the lemons. Hmm....watch out Anna! Until next time!

Listening Challenge

Question: What does Anna say are the key strengths of the Imperial Lemon?
Answer: Its design and flexibility.

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English at Work
Episode 14: Telephone tell-tale
Giving feedback

Narrator:

Hello. We're back at Tip Top Trading. Anna is very busy dealing with Mr
Lime's big order for Imperial Lemons.
(phone rings)

Anna:

Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know,
you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back
later. Bye. (hangs up) Tom, Mr Hu called you.

Tom:

Mr Hu-

Anna:

Mr Hu: H-U

Tom:

Anna, Mr Hu is a very important(phone rings)

Oh! What now?! (answers) Yes?

Tom:

(to himself) I'm going to have to talk to the boss about this.

Anna:

No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8...
thanks. Bye! (hangs up) Right, now where was I?

Paul:

Anna, could I have a word?

Anna:

Yes. (to herself) Ohhh, he must want to tell me how pleased he is with the
Citrus Ventures deal.
(door closing)

Paul:

Now, Anna... biscuit?

Anna:

Thank you.

Paul:

I'm a little bit concerned about something.

Anna:

(to herself/whispering) "I'm a little bit concerned..." Doesn't that mean

something bad?

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Narrator:

Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy about
something. Let's see what he's got to say....

Anna:

Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what
you said please?

Paul:

Right, I'll start again. I said: I'm a little bit concerned about your telephone
manner. You need to work on the way you speak to clients. Perhaps you
should think about being a bit more polite to clients; it's important for the
image of the company.

Anna:

Oh (close to tears) okay.

Paul:

You can go now take another biscuit with you that's my last chocolate
wafer, you lucky thing!
(door opens and closes)

Denise:

Anna? Is everything all right?

Anna:

(crying) Yes.

Denise:

What's the matter?

Anna:

(between sobs) Paul says I need to w-w-w-work on my telephone manner.

Denise:

Well I was a bit concerned about it myself. And I think Tom actually
mentioned it to Paul.
(Anna breaks down in renewed sobs).
But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll
give you some lessons.

Anna:

Oh thank you.

Denise:

Come in early tomorrow morning, before the others get here and we'll
practise.

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Anna:

Thank you Denise, that's very kind.

Narrator:

Wow! Denise is actually being nice to Anna. Amazing! Although from what
I've heard of Denise on the phone, she's only ever gossiping with friends.
Paul was very gentle and polite in the way he explained to Anna there was
a problem and that she needed to improve some things. He used these
phrases:

I'm a little bit concerned about...

You need to work on...
Perhaps you should think about...
Let's see if Denise manages to teach Anna anything useful next time. Until
then!

Listening Challenge
Question: What does Paul say Anna should be more of when she is on the phone
to clients?
Answer: More polite.

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English at Work
Episode 15: Seb Lime
More about telephone manner

Anna:

(answering the phone) Yes?

Denise:

Stop! That's all wrong. I'm going to call you again. This time

Narrator:

Hello. Here we are in the middle of a telephone training session with Denise
and Anna. What fun!

Denise:

this time, you don't say 'yes' when you answer, it's rude. Call me and I'll
show you how it's done.
(sound of 4-digit dialling, then phone rings)
Hello? Tip Top Trading.

Anna:

Wow, thats good.

Denise:

And, you can say your name. Hello? Tip Top Trading. Denise speaking. Try
it.
(dialling, then ring)

Anna:

Hello? Tip Top Trading. Denise speaking.

Denise:

No!

Anna:

What?

Denise:

Say: "Anna speaking!"

Anna:

Oh, sorry, I'm so stressed by all this. Hello Anna speaking.

Denise:

You sound like you're sitting on a pineapple. Listen to my voice: Hello?

Denise speaking.

Anna:

Hello? Anna speaking.

Denise:

Good. Now, when the person has introduced themself this is Mrs Smith or
whatever, say: Hello Mrs Smith, how can I help you? Or, if you know them
already, you might say: Hello Mrs Smith, how are you?

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Anna:

Okay, what if Mrs Smith wants to speak to Tom but he's not there?

Denise:

You say: "I'm really sorry, he's not available at the moment. Can I take a
message?" Or: "I'm afraid he's busy, shall I ask him to call you back?"

Anna:

Okay.

Denise:

And, to end a conversation, you can say: "Thank you for calling, goodbye."
Let's do another practice!
(phone rings)

Anna:

Sublime?

Mr Lime:

Mr Lime from Citrus Ventures. But I think we should be on first name terms
now, so call me Seb.

Mr Lime:

bbbut

Denise:

Well Anna! Mr Lime eh?

Anna:

Oh dear Denise, I think I need a bit more help from you. He wants to talk
about personnelpeople, staffing

Denise:

Are you sure? I think he means a personal nature, not personnel! That Mr
Lime!

Anna:

Oh!

Narrator:

Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hear
those phrases again:

Er... Can I call you back? I'm afraid I'm a bit busy at the

Hello? Tip Top Trading. This is Anna speaking.

Hello? Anna speaking.
Hello Mrs Smith, how can I help you?
Hello Mrs Smith, how are you?
I'm really sorry, he's not available at the moment. Can I take a message?
I'm afraid he's busy shall I ask him to call you back?
Thank you for calling, goodbye.
But how is Anna going to handle Mr Lime's request? I can't wait till next
time! Bye!

Listening Challenge

What does Seb Lime want Anna to do?

(Answer: To go for lunch with him)

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English at Work
Episode 16: Slimy Limey!
Politely refusing

Narrator:

Hello! You're joining us again after Anna's call from Mr Lime he asked her
to lunch, remember. Now Anna and Denise are flapping.

Denise:

...and before you know it, he'll be asking you to marry him! Trust me Anna,
this has happened to me dozens of times!

Anna:

But I thought he was only interested in the lemons! Please promise me you
wont mention this to anyone.

Denise:

OK, I promise.

Anna:

Oh, shhhh!

Tom:

Good morning. What's going on?

Denise:

Mr Lime has asked Anna to lunch!

Anna:

Please

Tom:

And?

Denise:

And it's not to talk business! I saw him looking at her with big eyes, from
the moment he first saw her!

Anna:

Denise!

Tom:

Old Slimy Limey eh? Lucky Anna!

Anna:

He's not slimy, it's just

Thank you for your offer. But I'm really sorry, I won't be able to.
Then explain why, say I'm afraid blah blah blah

Anna:

Blah blah blah?

Denise:

Say it's against company policy to have non-business lunches with clients.

Anna:

Meaning?

Denise:

Anna:

I'm afraid it's against company policy to have non-business lunches with
people.

appropriate. So, with regret, I'm going to have to say no.

Mr Lime:

I think I've understood. Goodbye Anna.

Anna:

Goodbye.

Narrator:

Oh dear, he didn't take that too well. But, apart from a little mistake, Anna
did well there. Here are the phrases she used to politely refuse the offer of
lunch:
Thank you for your offer. But I'm really sorry, I won't be able to.
I'm afraid it is against company policy
It wouldn't be appropriate.
With regret, I'm going to have to say no.
Good job Anna, bad luck Mr Slimy!

Listening Challenge

What excuse does Anna give Seb Lime for not going to lunch with him?
(Answer: She says it is against company policy)

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English at Work
Episode 17: Lemon-sized luxury boxes
How to place an order

Narrator:

Welcome to the offices of Tip Top Trading...

(ongoing sound of annoying mobile phone ringtone)

Tom:

Anna, are you going to answer that?

I recognise the number - it's Mr Lime!

Tom:

Ha! Old Slimy Limy, he must be absolutely desperate to get you to have
lunch with him even after your cruel rejection. Here, I'll answer for you.

Anna:

No!

Denise:

I'll answer. Hello, Tip Top Trading, Anna's phone... no, this is Denise
speaking, Anna's busy at the moment. Can I take a message?... Yes...
right.... I'll pass that on to her then thank you for calling. Goodbye.

Anna:

Well.

Denise:

Nothing about lunch. He wants each Imperial Lemon you deliver to come in
a luxury green box like the one you had at the presentation.

Anna:

My goodness, we don't have many in stock, I'll have to order some.

Erm...(dials a number) Hello, this is Anna speaking from Tip Top Trading, I
want some imperial lemon-sized luxury boxes.

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Could we also have...

When can we expect to receive them?
Let's see if Anna's email is really such a good idea. I have a bad feeling
about it. Until next time!

Listening Challenge

What colour are the Imperial lemon-sized luxury boxes?

(Answer: Green)

British Broadcasting Corporation 2012

English at Work
Episode 18: The email
Writing an email

Narrator:

Hello, Anna's just arrived at her desk to start the day at Tip Top Trading.
Paul is walking towards her, eating a biscuit, he looks a bit bothered.

Paul:

Anna?

Anna:

Yes, Paul.

Paul:

Come and have a biscuit in my office.

Oh.

Paul:

Please could you re-send your message to Mr Lime, using actual words
that make sense.

Anna:

Okay.

Paul:

Thank you. Have a chocolate crunchy!

Anna:

Thanks.

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Tom:

Morning Anna.

Anna:

Hello.

Tom:

Let me guess, Paul just spoke to you about your email?

Anna:

How do you know?

Tom:

You copied me in remember, I just read it or tried to.

Anna:

But what's the problem? Other people write like that!

Tom:

No, maybe some people write text messages like that in an SMS message
on their phones, but that is completely the wrong style for an email to a
client.

Narrator:

Okay Anna, let's stop listening to Tom, he's a waste of space. These are
the kinds of phrases you need in a business-related email:
Dear Mr Lime...
I hope you are well.
I am writing regarding...
Please could you confirm...
Yours sincerely, or
Best wishes.

Anna:

Thank you! I'll rewrite my message. There! I'd better get it checked before
I send. Denise?

Denise:

(On the phone) yes... the other problem with Stephanie is that her legs are
just too long...

Anna:

Well?

British Broadcasting Corporation 2012

Tom:

Its good, it's much better. Send it. Hopefully Mr Lime will think your last
message was just someone sitting on your keyboard by mistake.

Anna:

Thanks.

Tom:

You're not...

Anna:

What?

Tom:

Nothing. It's none of my business.

Anna:

What?

Tom:

You're not ever going to go to lunch with Mr Lime are you? I mean, in a
non-business way...

Anna:

No of course not!

Tom:

I mean I dont care it's just... important to... stay professional.

Anna:

Yes.

Narrator:

Hmmm.... well, I had a feeling Anna's email was going to cause problems.
But at least she won't make a mistake like that again. Heres a reminder of
the phrases she used in her new, improved email.
Dear Mr Lime...
I hope you are well.
I am writing regarding...
Please could you confirm...
Best wishes.
Until next time, bye!

Listening Challenge

What is Anna trying to confirm in her email?

(Answer: That her company can provide 300 luxury boxes to Mr Lime)

British Broadcasting Corporation 2012

English at Work
Episode 19: The open window
Language for explaining a misunderstanding

Narrator:

Hello, it's a chilly start to the day at Tip Top Trading.

Anna:

Hi Denise!

Denise:

Good morning Anna.

Anna:

Brrr... it's so cold in here.

Denise:

The window was left open overnight.

Anna:

My papers have been blown everywhere.

Denise:

Mine too! Tom was the last one here last night it must've been him who
left the window open.

Anna:

Brrr.... Right then, to work! Oh, there's a note from Paul, it must've fallen
off my desk: 'I would like your ideas on our stock management system for
our new laser-curve fruit range, so we know we can keep up with demand.
Please write me a couple of pages of suggestions and leave it on my desk.
I'll be back this afternoon.' Wow! I have to come up with ideas for a stock
management system! Gosh, where do I begin?!

Tom:

Good morning.

Anna:

Morning!

Tom:

Hey, my certificate for Plastic Pear Salesman of the Year is on the floor!

Anna:

Right... stock management systems... stock-up on your laser-curved

lemons My first idea is to calculate the total.
Later

Narrator:

Well, Anna has finished her report and left it on Paul's desk, but things
aren't that simple. Er, Anna, there's going to be a problem.

Anna:

Oh? A problem, bbbbut

Narrator:

Let me teach you some phrases you might need to explain that there's
been a mistake:
I think there's been a misunderstanding.

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Or:
There's been a bit of a mix-up.
Anna:

But what misunderstanding? What mix-up?

Narrator:

You could also use:

Let me explain what happened...

Anna:

But-

Paul:

Ah, good afternoon everyone.

All:

Hello.

Paul:

Tom, this is an excellent piece of work!

Tom:

Sorry?

Anna:

I didnt! Let me explain. The wind must have blown the note for Tom under
my desk.

Denise:

Tom left the window open overnight. Our papers were blown all over the
place.

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Paul:

I see, well, golly gosh. In that case, well done, Anna! Excellent work, even
though you weren't meant to do it. And Tom, your ideas are still welcome
of course. Thanks.

Anna:

Sorry Tom.

Tom:

What? Oh, I'm not bothered. I've still got some great ideas in my head
anyway.

Narrator:

Yeah, right! Let's leave Tom to get on with his 'great ideas' and listen again
those phrases Anna used to explain the misunderstanding:
I think there's been a misunderstanding.
There's been a bit of a mix-up.
Let me explain what happened.
Well, the mix-up gave Anna a chance to shine Paul certainly seemed
impressed with her work. Maybe it will bring her new opportunities. Until
next time, bye!

Listening Challenge

Tom found one of his certificates on the floor. What was it for?
Answer: Plastic Pear Salesman of the Year

British Broadcasting Corporation 2012

English at Work
Episode 20: The Team Meeting
Setting an agenda for a meeting

Narrator:

Hello, welcome back to Tip Top Trading. An office meeting has been
scheduled, but Paul is running late. He's asked Anna to take charge and
start the meeting without him.

Denise:

Here you go Anna, it's a print-out of the agenda for the meeting.

Anna:

Thank you. Oh dear, I'm not sure if I know the right words to start
meetings.

Narrator:

Well, you can say something like:

Thank you for coming. There are five items on the agenda today.

Anna:

Items?

Narrator:

It's a fancy way of saying 'things'. Then you list them:

Firstly, secondly, after that, and then, finally...

Anna:

Yes, that's easy.

Narrator:

At the end there is often something called 'any other business'.

Anna:

Any other business?

Narrator:

That's anything else that wasn't listed on the agenda, but that people want
to talk about. I expect Tom will want to talk about how great he is and
Denise will want to talk about her new hairdresser or something. Then
when it's time for the meeting to end, you can say:
Let's wrap up. It means let's finish.

Anna:

To wrap up. OK, I'll do my best. Ooh, it's time, everyone is gathering.
(The meeting starts)
Thank you thank you for coming. Paul will be here soon, but he asked me
to start the meeting. There are (counting to herself) one, two, three, four
items on the agenda today.
Firstly, the stock management systems. Secondly, plans for a teambuilding activity (collective groan). After that, the colour of our new apples
and finally any other business, before we can wrap up.

Paul:

(arriving) Oh golly gosh, there you are, here I am, good. Hello everyone.
Sorry I'm late.

Anna:

I'd just opened the meeting.

Paul:

Great. Remind me what the first item on the agenda is?

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Anna:

Stock.

Paul:

Stock? Stock, stock, stock, stock. Ah yes, stock management systems,

yes, right. Well, that's mainly to announce that we need to start
developing a good stock management system so we can meet the huge
demand Im expecting for these laser-curved fruits. Anna, I'd like you to
lead on that.
(quiet murmur of surprise)

Anna:

Me? You want me to be in charge of the stock management systems?

Paul:

Anna's had some excellent ideas already and I think she'll do a great job.
For these new fruits, stock control will be key to supplying our customers
with laser-curve oranges, laser-curve lemons, laser-curve

Narrator:

Well, that was good news for Anna, but not surprising, after all her hard
work. She opened the meeting well, too. Here's a reminder of the phrases
she used:

Anna:

Thank you for coming.

There are four items on the agenda today.
Firstly...
Secondly...
After that...
Then...
And finally...
Any other business.
And then we can wrap up.

Narrator:

Theres only one problem for Anna now, winning over Mr Ingle the
warehouse manager that wont be easy. Well, time for me to wrap up
now. See you soon! Bye!

Listening Challenge
What was the second item on the agenda for today's meeting?
(Answer: Plans for a team-building activity)

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English at Work
Episode 21: Dont panic!
Language for asking for help

Narrator:

Hello, welcome back to Tip Top Trading where everyone is gossiping about
Pauls announcement that Anna is to lead the companys new stock
management system for the new laser-curved fruit.

(Denise on phone)
Denise:

Yes Annathe new girlshes done really well although I dont know what
experience shes got.anyway, about the hairdresser you mentioned, oh I
loved his aftershave

Tom:

I cant understand it. Ive got all the experience and all the ideasshes
just such a

Anna:

Tom. Sorry to interrupt, I just wanted to check youre ok with me leading

this strategy for stock management.

Tom:

Oh of course not. You deserve it.

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Anna:

Right, thanks. I'll try. Erm, excuse me Tom. Sorry about earlier. Im a little
nervous about leading this strategy thing and I would be most grateful if
you could give me some help.please?

Tom:

Of course Anna. Why didnt you say, Id be delighted. Ive lost count of the
number of projects Ive lead over the years.

Anna:

Great, thanks. Sowhere do you think I should begin?

Tom:

Give me a few minutes and Ill find some of the excellent work I did last
year. Youll just need to copy it really. Hold on

Paul:

Ah Annajust popping out for some biscuits.err, hows the stock

management strategy coming along?

Anna:

Oh very good Paul.actually, please could I ask you for some advice?

Paul:

Yes of course.although I dont know if Ill be much use!

Tom:

now where did I save those damn documents?

Anna:

Im very grateful for this opportunity but Im a little unsure of where to

start. Tom is looking for some his old work but

Paul:

Really?! To be honest, this isnt Toms speciality. At a time like this I would
ask Denise.

Anna:

Denise!?

Paul:

Yesshe may only be the office assistant but she always has words of
wisdom. Rightcustard creams of chocolate digestives?

Anna:

What?

Paul:

Biscuits?

Anna:

Ohcustard creams please. Err, Denise, I know youre busy but could you
spare a few minutes of your time please?

Denise:

Of course Anna, always happy to help you.

Anna:

Well you know the stock management control system?

Denise:

The one youve now got to work outwell done for getting that!

Anna:

Thanks. I really dont know where to begin. It was OK writing it down for
Paul but how do I put it in to practice? Theres just too much to do!

Make an action plan! A good idea. Well done Denise, youre smarter than
you look! And well done Anna, you eventually got the help you needed by
using these phrases:
I would be most grateful if you could give me some help
Please could I ask you for some advice?
I know youre busy but could you spare me a few minutes of your time
please?
Remember, if youre stuck for ideas just ask for helpbut maybe not Tom,
I wonder how hes getting on?

Tom:

(shouting across room) Here Anna, Ive got them. Look, all my ideas from
my last stock control projectpages and pages of them. Just copy these,
theyre brilliant. Anna? Anna!

Paul:

too late, Ive just seen her in the lift. Fancy a custard cream Tom?

Narrator:

So Anna is off to speak to the prickly Mr Ingle. Lets hope she uses those
phrases to ask for help, otherwise she might get her head bitten off and
it could get very messy! See you next time.

Listening challenge:
What does Denise advise Anna to do first when planning the stock management
strategy?
(Answer: To look at the current system)

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English at Work
Episode 22: The smoker
Language for making a polite request

Narrator:

Hello, welcome back to Tip Top Trading where Anna is going downstairs to
speak to warehouse manager, Mr Ingle. Youre looking a bit nervous

Anna:

I am. Denise says if I speak to him in the wrong way, he might bite my
head off!

Narrator:

Relax Anna. Its just an expression to mean he might be a bit aggressive.

Anna:

Oh!

Narrator:

Youll be fine, just use the right polite phrases oh, and smile!

Anna:

OK, I will. Oh look Im here now

(Warehouse door opens)

Anna:

Mr Ingle, are you there? Id be most grateful if you could give me some
oh, whats that smell and smoke Mr Ingle!

Mr Ingle:

Oh, oh (coughs)

Anna:

Err, Me?

Narrator:

Anna. Youll have to do better than that. Be polite, but be firm too. Try
saying, would you mind not doing that please?

Anna:

Ill try. Mr Ingle, would you mind not doing that please?

Mr Ingle:

Whys that then?

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Narrator:

Hes not being very nice is he? You need to give your reasons. Say, Im
afraid its against company policy go on you can do it.

Anna:

Mr Ingle Im afraid its against company policy. And it is actually against

the law to smoke here and its not a nice smell, is it?

Mr Ingle:

It smells OK to me.

Anna:

Well, Im sorry to have to ask you this but you need to put it out.

Mr Ingle:

Put what out the cat?!

Anna:

No. You need to extinguish your cigarette please.

Mr Ingle:

Says who?

Anna:

Well, Im sure your team wouldnt like to see you breaking the law and
besides, it could cause a fire. That would be awful.

Narrator:

Nice one Anna. You dealt with Mr Ingle really well. You kept your cool and
explained the reasons why he shouldnt smoke. Lets hope he doesnt do it
again Anna.

Anna:

I hope not. I hate the smell of cigarette smoke. But I never got to ask him
about stock management.

Narrator:

Well, maybe its best to leave it for another time?

Annas had a tricky day so far dealing with Mr Ingle but she was firm and
fair in the language she used. Heres a reminder of the phrases she used:
Would you mind not doing that please?
Im afraid its against company policy.
Im afraid its not permitted.
Sorry to have to ask you this but

Paul:

Ah Anna, there you are. (sniffing) Have you been smoking?

Anna:

No!

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Paul:

You smell of cigarette smoke. Look, I know youre under pressure but
smoking in the building is not permitted.

Anna:

Bbbut

Paul:

We take this very seriously. You had better step in to my office and well
talk about this.

Narrator:

Oh dear! Annas in trouble for no reason. Lets hope she explains the mixup, but that means telling Paul about Mr Ingle smoking. This is going to be
difficult. Until next time, bye!

Listening Challenge

What other word does Anna use to mean put out your cigarette?
(Answer: To extinguish)

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English at Work

Episode 23: Risky business

(Health and safety policy)

Narrator:

Welcome back. Things are quite tense at Tip Top Trading today. Paul, the
boss, mistakenly thinks Anna's been smoking on company premises and
she's trying to explain herself.

Anna:

But, but

Paul:

Frankly, I'm disappointed with you Anna. You're a hard worker but it
doesn't mean you can go against company policy.

Narrator:

Anna, remember the phrases we've learnt about a misunderstanding!

Anna:

Oh yes. Paul, I think there's been a misunderstanding.

Paul:

A misunderstanding? How can you explain the smell of cigarette smoke?

This is a 'no smoking' building.

Anna:

Let me explain. I went down to the warehouse to speak to Mr Ingle and

well someone else was smoking.

Paul:

What!? Someone was smoking in the warehouse? Golly gosh, that's highly
dangerous. Who was it Anna?

Anna:

Err well I can't really say. But I dealt with it and it won't happen again.

Narrator:

Yes, you dealt with it very well Anna but can you keep your secret about Mr
Ingle safe?

Paul:

Thank you Anna and sorry about the misunderstanding. Would you like a
biscuit? Now I really think it's time we had a review of our health and
safety procedures.

Door opens
Paul:

Denise, could you gather everyone round in the meeting room please.

Denise:

(On phone) I'll have to call you back Marge. (Hangs up) Could you all
gather in the meeting room please, Paul has something important to say.

Tom:

What is it Denise? Is it about my fantastic sales figures again, huh?

Shhh Tom. Maybe you could tell us the other rule?

Tom:

Oh yeah right. If you hear the fire alarm, get out quick.

Paul:

Not exactly Tom. I think we should walk calmly to our nearest fire exit,
following the green signs, go outside and meet at the fire assembly point.

Denise:

Yes, and I will take a register of who is here, using my red pen (slurps
tea).

All:

Mr Ingle!

Paul:

I see, so it was Mr Ingle smoking in the warehouse. You should have told
me Anna.

Anna:

Sorry!

Paul:

Right, I'm going to have to look into this. Back to work everyone oh and
take a biscuit with you.

Narrator:

So Anna's let the cat out of the bag Mr Ingle won't be pleased but at
least she now knows what do if a fire breaks out. Here are some of the
phrases we've heard today, that can be used in an emergency:
If you see a fire, raise the alarm.
Walk calmly to your nearest fire exit.
Meet at the fire assembly point.
No smoking on company premises.

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Fire alarm
Tom:

Sorry to interrupt Paul but the fire alarm's going off!

Denise:

Don't panic anyone. Everything will be OK. (On phone) Jane, I'll have to
call you back yes, a bit of a panic. Bye. Quick, where's my red pen?

Narrator:

Uh-oh. Those emergency phrases might come in useful sooner than you
think. Is this going to be the end of Tip Top Trading, will it really go up in
smoke? Find out next time. Bye.

Listening Challenge

What colour are the fire exit signs?

(Answer: Green)

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English at Work

Episode 24: No smoke without fire

Words to use in an emergency

Fire alarm
Denise:

Tom?

Tom:

Here.

Denise:

Anna?

Anna:

Here Denise.

Denise:

And Paul?

Paul:

Yes, yes I'm here and there's no need to panic. That was just a fire drill
a practice.

Narrator:

Phew, Tip Top Trading is safe for now. It was just a fire drill. What a
busy day this is turning out to be. Hey Anna, remember next time it
could be for real so are you happy about what to say if you have to take
charge?

Anna:

Oh, not really.

Narrator:

Just keep calm and say things like:

There's no need to panic.
Please leave the building and meet outside.
Use the stairs not the lift.
And when you're outside, you could say: is anybody missing?

Anna:

OK, thanks, but I hope I'll never need to use them.

Paul:

Well done everyone. Hopefully you all know what to do in the unlikely
event of a real fire. Now, to celebrate, I'm off to buy some really nice
biscuits for all of us you know, those special double-choc ones. Back to
work everyone.

Back in the office

Denise:

Honestly! I was in the middle of an important call.

Tom:

Yeah, and you never got see those firemen in action, did you Denise?

Anna:

Look at the time. I really need to get on with my work.

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Tom:

Yeah, and I've got to check on the latest football I mean share prices.
Hold on, can anyone smell smoke?

Fire alarm
Denise:

(On phone) I don't believe it! The fire alarm's gone off again. I'll call you
back Marge. (Hangs up) Oh, where's Paul when you need him? Anna,
you're going to have to take charge.

Anna:

Me? What about Tom?

Denise:

It looks like Tom has gone already.

Narrator:

Remember Anna, use those phrases to keep everyone calm and

informed about what to do.

Anna:

OK. Err there's no need to panic. Please leave the building and meet
outside.

Denise:

Hold on, I just need to grab my elephant dung notepad and red pen.
Come on then Anna, into the lift.

Tom:

(Out of breath and coughing) It's OK everyone I've put the fire out it
was in the warehouse. Mr Ingle had been smoking.

Anna:

Mr Ingle!

Mr Ingle:

Err yeah sorry.

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Narrator:

Sorry indeed! Mr Ingle's in serious trouble now. But well done Anna for
dealing with that emergency and getting everyone out of the building.
Here are some of the phrases she used:
There's no need to panic.
Please leave the building and meet outside.
Use the stairs not the lift.
And when you're outside, you could say:
Is anybody missing?
Seems like Tom is a bit of a hero. He has his uses! But hold on, who's
this?

Mr Socrates:

Say Honey, looks like I've come at a good time. Have you seen a guy
called Paul round here?

Anna:

He's not here, he's gone to buy some err biscuits. Can I help?

Mr Socrates:

Yeah sugar. I'm Mr Socrates, Paul's boss and I've come to sort this
business out.

Tom & Denise: Mr Socrates!

Narrator:

Oh no! The head of the company's in town. This means trouble. See you
next time.

Listening Challenge:
Who does Tom carry out of the building on his shoulders?
Answer: Mr Ingle

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English at Work
Episode 25: The big cheese
Language for booking a hotel

Narrator:

Hello again. Things haven't been going well at Tip Top Trading. There was
a fire in the warehouse, caused by my Mr Ingle's cigarette and now Mr
Socrates the big boss from America - has turned up unexpectedly.

Mr S:

So honey, you are?

Anna:

Anna. I'm Anna, I work here as a sales executive. We haven't met before.

Mr S:

We sure ain't. Looks like I've arrived just in the nick of time.

Paul:

(Out of breath)what's going on..oh, Mr Socrates! Golly gosh, what an

unexpected pleasure.

Mr S:

Unexpected alright. Looks like this company is in a mess.

Paul:

Err yes. It was OK when I popped out for some biscuits.erm, would you
like one?

OK I'll give it a try. But where shall I look?

Narrator:

Try searching on the internet. Look for a five-star hotel. He is a five-star

guest after all. Good luck.

Anna:

Thanks. I better get back to the office and get started.

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Tom:

Hi Anna.

Anna:

Oh hi Tom. Well done for saving Mr Ingle in that fire. You were very brave.

Tom:

It was nothing really. Soerr...what are you doing?

Anna:

I've got to book a hotel for Mr Socrates.

Tom:

No! You know, we must be in trouble. He never visits.

Anna:

Really? So where shall I book him in to?

Tom:

Well my friend runs a fantastic hotel it's five star! It's called the Royal
Imperial. Look, I've got his number. Give him a call, mention my name.
You're bound to get a special rate.

Anna:

Thanks Tom.

Tom:

No problem. Oh but don't forget, I've heard Mr S only likes a room with a
single bed in it. He gets spooked out if there's another empty bed.

Anna:

Oh right. OK, I might as well give it a try.

DIALLING NUMBER ON PHONE

Receptionist:
Anna:

Oh, hello. I'd like to check availability and rates for a room.

Receptionist:
Anna:

Hello. Royal Imperial Hotel.

When for?

Good. And most importantly, is this a single room?

Receptionist:
Anna:

We've only got twin rooms.

Twins? You've only got room for twins?

Receptionist:
Anna:

No. We could take a bed out and just leave one in, if you want?

Oh that would be perfect. In that case, I'd like to go ahead and make a
reservation please.

Receptionist:
Narrator:

Good. How would you like to pay?

Well done Anna for booking the hotel but I have a feeling Tom's
recommendation may not be as luxurious as he says. Let's hear the
phrases Anna used when booking a hotel:
Hello, I'd like to check availability and prices for a room please.
Does the price include breakfast?
Are there any business facilities such as internet and wi-fi?
I'd like to go ahead and make the reservation please.
So the room is booked. I wonder what Mr Socrates will think of it? He's a
particularly fussy man as we'll find out next time. Bye!

Listening Challenge

How much is the nightly rate for the hotel?

(Answer: 100)

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English at Work

Episode 26: You cannot be serious!

(Language for complaining)

Narrator:

Welcome back to Tip Top Trading where everyone seems a bit flustered.

Narrator:

You see, the big boss from America, Mr Socrates, is in town and
everything must be just right. Whats he like Anna?

Anna:

Well, so far he seems OK. A bit bossy, quite short and a bit smelly!

Narrator:

Well, he did just fly in from the States. But you booked him into a good
hotel so hopefully hes had a chance to clean up.

Anna:

I hope so!
(Phone rings) Oh, I had better get that. Hello? Ah hello Mr Socrates, did
you sleep well? Oh! I see I see erm well oh, I dont know Tom
said it was five-star well OK goodb- Oh, hes hung up.

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Anna:

Yes. He says he wanted freshly squeezed orange juice for breakfast, not
the stuff out of a carton.

Denise:

Anything else?! A view of Mount Everest perhaps?

Paul:

Yes, thank you Denise. Well, we really must sort this out. We cant
afford to upset Mr Socrates. Now Anna, you chose this hotel, I really
think you need to sort out this mess.

Denise:

Give me the phone Anna, Ill deal with this. Now hello Miss?

Receptionist:

Miss Fit.

Denise:

Miss Fit? This is the office assis- I mean Manager here. This isnt good
enough. My colleague has made it quite clear that the room did not

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meet our requirements and I would like you to resolve this matter as
quickly as possible or I will have to cancel our reservation.
Receptionist:

Sadly, we have no other twin rooms available and anyway

Denise:

Alright, Id like to speak to your manager please. Really!

Narrator:

Good old Denise. I can tell shes done this before but will talking to the
manager really sort things out? Lets remind ourselves of some of the
phrases you can use when you need to complain:
Im very disappointed with your service.
The standard of service is not good enough.
The room I booked did not meet my expectations.
And to get things sorted you could say:
I would like this matter resolved as quickly as possible.
Or:
I would like to cancel my reservation and get a full refund.
Lets see if Denise has sorted things out?

Paul:

So have you managed to sort out Mr Socrates?

Denise:

Oh yes, Annas got him a new room.

Paul:

Thanks Anna, Ill let him know. And what about the orange juice?

Anna:

Errr

Denise:

Freshly squeezed, every morning!

Paul:

Oh golly gosh, that reminds me, we need some here in the office. Hes
going to be here any minute and he says hes got some important news
for us.

Listening Challenge

What type of hotel room did Mr Socrates really want?

Answer: a twin room

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Anna:

Oh thanks.

Narrator:

It is Anna. Hes delivering some bad news without hiding the truth. Thats
why he said Ive got to give it to you straight. He said the outlook is
gloomy which it means the future doesnt look good. And he mentioned a
profit warning, which means company profits are probably going to go
down.

Anna:

Crikey! That is bad. What does it mean?

Narrator:

Just keep listening for now.

Mr S:

so, this calls for action. Im going to have to

Tom:

(interrupts) Oh no, not me Mr Socrates, Ive been a loyal employee, I

couldnt face being unemployed.

Denise:

Tom, calm down.

Mr S:

Im not talking about redundancies yet.

Paul:

Gosh, well that calls for another biscuit.

Mr S:

My plan is were going into Europe.

SOUNDS OF SURPRISE AND INTEREST FROM THE TEAM

Anna:

You mean were moving to Europe?

Paul:

No, no Anna. I think he means were going to sell plastic fruit to the
European market.

Tom:

Oh right! Great. Mr Socrates, Ive lots of experience with Europe. I had a

holiday in Spain once twice actually.

Denise:

Well well have to make sure our phones can make international calls.

Mr S:

Hmm. I think youre gonna need some help with this, so Im bringing in my
best marketing executive, Rachel. What she doesnt know about selling to
Europe, you dont wanna know. Shell be here in a few weeks time.

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Denise:

Do you know if she prefers tea or coffee or orange juice perhaps?

Mr S:

Look Diana

Denise:

Denise

Mr S:

Denise. Like Dennis right? Shell want the best the best tea, coffee and
the best team. Ill expect improved results and profits. If not your necks
will be on the line especially yours Paul.

Paul:

(nervously) Oh, chop chop. Wed better get to work.

Narrator:

Scary! Your necks will be on the line he means their jobs will be at risk
if things dont improve. Its a worrying time for Tip Top Trading. Lets
remind ourselves of the phrases Mr Socrates used to deliver bad news:
Ive got to give it to you straight
The outlook is gloomy
Ive got to announce a profit warning
Lets hope this new marketing strategy for Europe is going to work. How
are you feeling Anna?

Anna:

A little nervous. But Im going to try my best to make sure this new
strategy works.

Narrator:

Thats the spirit Anna!

Paul:

Right everyone. I think we need to take Mr Socrates down to the Rose and
Crown after work for a pint or two and show him some true English
hospitality. How about it?

Mr S:

I dont drink.

Paul:

Ah well, perhaps some lemonade?

Narrator:

Oh dear. This should be interesting. Until next time, bye!

LISTENING CHALLENGE:
Which market does Mr Socrates want to focus the business on?
Answer: The European market

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English at Work
Episode 28: Home truths
(keeping your language professional)

Narrator:

Hello again. Tip Top Tradings big boss, Mr Socrates has announced a new
strategy to sell plastic fruit to Europe and hopefully keep the company
afloat. But before the real work begins its time for him to enjoy some good
English hospitality at the pub, courtesy of the team from the London office.
Lets join them now

ARRIVING AT THE PUB

Tom:

Well welcome to the Rose and Crown, it is small, not like one of those
bars you get in your country. Can I get you a pint Mr Socrates?

Mr Socrates: A what?
Tom:

A pint. A pint of beer, its really nice here if you like it

Mr Socrates: I dont drink. Just an orange juice, freshly squeezed.

Paul:

On go on Mr Socrates, one pint wont hurt. Youve got to have a pint of

beer when you come to a pub.

Mr Socrates: Oh very well. Ill try one. It had better be good.

Tom:

Youll love it. Ill get it. Three pints of your best beer please Mr Landlord.
Denise, are you OK getting your own? Im a bit short of cash.

Denise:

Oh right. Mr Socrates, Anna said she would be along soon. She had some
work to finish. Shes such a hard worker.

Mr Socrates: Good to hear. She seems like a smart cookie. Now lets try this beer
mmm, not bad, a little warm but tasty.
Paul:

Oh, you drank that quickly would you like another one?

Mr Socrates: Sure.
DOOR OPENS
Anna:

Hi everyone. Sorry Im late.

Denise:

Hi Anna. Look Mr Socrates is enjoying our English beer. I think its going to
his head.

Mr Socrates: (Loudly) Anna! Our best worker. Get Anna a drink.

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Tom:

Yes Mr Socrates. Of course Mr Socrates.

Mr Socrates: Anna, come over here, lets talk.

Anna:

Oh right. What about

Tom:

There you go Anna. I got you some crisps too. So what are we talking
about?

Mr Socrates: Nothing. Thank you bye bye.

Tom:

Oh right. Bye bye. Yes, Ill go and talk to Paul and Denise. Ill just be over
here.

Mr Socrates: What a loser. I can tell hes all talk and no action.
Anna:

Well, Toms a good worker really and

Mr Socrates: and as for Paul. God, what a manager. Always eating cookies. You know
he was fired from his last job because
Narrator:

Anna, I think hes getting a bit too personal. That beer is making him say
things he shouldnt.

Anna:

I know. What should I say?

Narrator:

Try saying its not appropriate to talk like that or could we change the
subject please.

Anna:

OK thanks. Erm, Mr Socrates I dont think its appropriate to talk like that,
could we change the subject please?

Mr Socrates: Oh, sorry have I said too much? Maybe we should talk about you. I like
you Anna. Youre keen but youve got a lot to learn and I think you should
wear more black it makes you look thinner
Narrator:

Hes out of order. I think hes saying too much. Ask him to keep the
conversation professional.

Anna:

Right, good idea. (To Mr Socrates) Erm, Mr Socrates, thank you but can we
keep our conversation professional. Theres a lot to discuss about our
European market strategy.

Mr Socrates: Yeah, right, absolutely right. Anyway, youre gonna have to lead this one
not that Tom guy. Im thinking of firing him, his results arent that great
and
Tom:

sorry to interrupt, just wondered if youd like some nuts?

Mr Socrates: Hey Tom, I was just saying to Anna your results havent been good and
Im thinking of

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Anna:

(flustered) of having another drink thinking of having another drink. Mr

Socrates, did you know Tom actually has a great idea for selling lasercurved oranges to Spain?

Tom:

(puzzled) Do I?

Mr Socrates: Thats good to hear Tom. Email them to me and Ill check them over
tomorrow.
Anna:

Of course he will, Mr Socrates. Now how would you like to drink something,
errr, less strong? Orange juice perhaps?

Mr Socrates: Na, I think Ill try some more of the English beer.
THE TEAM ALL CHEER
Narrator:

I think Anna has just done Tom a big favour shes stopped him getting
fired - for now. Sometimes conversations with your boss can get too
personal but I think Annas got the hang of keeping things professional.
Heres a reminder of what she said:
Its not appropriate to talk like that.
Could we change the subject please?
Can we keep our conversation professional please?

Narrator:

So Anna seems to be Mr Socratess favourite team member but now shes

got some explaining to do to Tom.

Tom:

Anna, what were you talking about to Mr Socrates? Ideas for selling lasercurved oranges to Spain?

Anna:

He was going to fire you so I was trying to tell him you had great ideas.

Tom:

What?! You helped me? Anna, I dont know what to say. I I I

Anna:

Yes?

Tom:

I need to go back to the office to work on some ideas.

Narrator:

Good idea. Keep it professional, eh Tom? Until next time. Bye!

LISTENING CHALLENGE:
What is the name of the pub the team takes Mr Socrates to?
(Answer: The Rose and Crown)

English at Work

British Broadcasting Corporation 2012

Tom:

Yeah, usually the hair dresser! So Paul, where do we begin, who do we

call?

Paul:

Track down some potential clients in Europe, see what theyre buying now,
see what they want in the future. Make them think its our laser-curved
fruit they want!

Denise:

But keep your calls brief, international calls are very expensive.

Narrator:

OK Anna, its time to cold call. What are you going to say?

Anna:

I dont know.

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Narrator:

Find someone to call, then be pleasant and polite. When you call, ask to
speak to the person who deals with buying or purchasing. And then ask
that person if they could spare a few minutes of their time.

Anna:

OK. Here goes. (Looking through a telephone directory) Lets have a look
fruit growers, fruit pickers, fruit traders Fruit Traders International
(Dials number) 0-0-4-3-9-8-4-5-5-4-4.

Trader:

Bonjour?

Anna:

(surprised) Ah, erm, oh.

Narrator:

Dont be surprised! Youve called a company in France, they speak French.

Just ask if its OK to speak English.

Narrator:

Very good Anna!

Anna:

We make our fruit using laser-curved technology. In fact weve just

launched our best product ever, the Imperial Lemon it looks so real you
want to squeeze it.

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Trader:

Hmm, lemons, interesting.

Narrator:

Annas got the hang of this shes on fire I mean, shes doing really well.
Her cold calling technique has really warmed up. Shes pitched the products
now she needs to sell.

Anna:

so thank you for your time. I hope you may consider us when you next
purchase some plastic fruit.

Trader:

We will certainly consider your company.

Anna:

Anna:

Oh, was I meant to? I wasn't sure what to say.

Tom:

Having trouble Anna? Don't worry, I'm sure that I can help. Negotiating is
my thing!

Narrator:

"Negotiating is my thing"! What is he like? Mind you, he has won a Pear

Salesman of the Year award so he must be doing something right.

Anna:

Are you sure Tom? Don't you want to negotiate your own deals?

Tom:

I owe you one Anna after you saved my bacon with Mr Socrates the other
night. And besides you and me

Paul:

Come on you two. Get a move on. Europe is waiting for us! Custard cream
anyone?

Tom:

No thanks. Right. Now you need to call that French company back and ask
them what kind of price they are willing to pay.

Anna:

And then say that's fine?

Tom:

No! Negotiate. Say "I don't think we can go that low".

Anna:

"I don't think we can go that low".

Narrator:

Good luck Anna and well done Tom! Nice to hear him give some useful
advice but will it work? Let's remind ourselves of the phrases he suggested
Anna uses when negotiating a sale:

What kind of price are you willing to pay?

I don't think we can go that low.
If you buy more stock, I can offer you a bigger discount.
I'll meet you half way.
Narrator:

Let's see how Anna has got on.

Anna:

Success! They've agreed to buy 5,000 Imperial Lemons.

Tom:

Brilliant. I knew you would be great. Did those killer lines of mine work?

Anna:

Sort of but when I said what price were they looking to pay, they said the
full price! As long as I send them the contract today so I'd better go and
get an envelope and post it as soon as I can.

Tom:

Oh great.

Anna:

Tom Tom can you come over here to the stationery cupboard and get
an envelope from the top shelf for me?

Tom:

Yeah, suppose so I'm coming... (Door slams shut) oh!

Anna:

Oh Tom, why did you do that? It won't open it's locked help, help!

Tom:

Help!

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Narrator:

Uh oh. This should be interesting. How are they going to explain being
locked in the stationery cupboard? Until next time. Bye!

Tom:

Let us out! We're stuck!

Listening challenge:
What does the company in France agree to buy from Tip Top Trading?
(Answer: 5,000 Imperial Lemons)

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Denise:

Really?!

Anna:

Yes, yes, really. The door slammed shut and locked from the inside when
Tom walked in.

Tom:

Yeah, she's right. Just walked in, and shut the door and bang.

Denise:

Hmm. Let's just keep it our little secret shall we. (Aside to Anna) I thought
you had better taste Anna!

Paul:

Ah there you are Anna, I need a word with you Oh, you look like you've
been caught doing something you shouldn't! Ha ha.

Anna:

but I haven't.

Paul:

Just joking Anna. Now could you step in to my office, we need to touch
base about the European marketing strategy.

Anna:

Are we playing baseball?!

Narrator:

No Anna! Touch base. He wants to catch up with you, probably to see how
you're getting on. Go on Anna, let's see what he has to say.

Anna:

Oh I see. (Office door shuts) That door doesn't lock does it?

Paul:

No, I don't think so. Right Anna. Biscuit? These new peanut ones are quite
nice. So how are things with the project?

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Anna:

Well, I've done some cold calling and have an order from a company in
France.

Paul:

I see. Very impressive but have they signed on the dotted line yet?

Anna:

The dotted line?

Paul:

Have they actually signed the contract yet?

Anna:

Well, no, but

Paul:

that's the problem. There's a rival company who's also targeting the
European market called Tutti Fruity - and they'll do anything to steal our
customers.

Anna:

Oh I see.

Paul:

So, to keep our head above water, we need a clear strategy and that's
why I've put you in charge. So what shall we do?

Narrator:

I've a feeling Paul hasn't a clue that's why he wants you to come up with
the ideas.

Anna:

I think you're right but I don't know what to say.

Narrator:

Tell him we need to price the rivals out of the market, that means offer the
lowest prices so nobody wants to buy plastic fruit from our rivals. You could
say that we need to corner the market, that means Tip Top Trading
dominates the plastic fruit market.

Anna:

Oh, thanks. That's very useful.

Paul:

So Anna, any thoughts?

Anna:

Lots Paul. I think we've got to compete on price.

Paul:

Oh yes?

Anna:

We need to price Tutti Fruity out of the market. We need to corner the
market so that everyone knows we are the best choice for good quality,
good value plastic fruit.

Paul:

I like it!

Anna:

And and

Narrator:

Tell him we need to build good relationships with our customers that
means we give them good service.

Anna:

we need to build good relationships with our customers. Talk to them

regularly, send them gifts go and meet them face to face.

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Paul:

Face to face? Yes, great idea just what I was thinking. If we follow this
strategy I reckon there could be a bonus for us all by Christmas.

Narrator:

Well done Anna. Very convincing. If you can put your ideas into practice
you'll save the company. Let's remind ourselves of the words you used to
create the European marketing strategy

We've got to compete on price.

We need to price the rivals out of the market.
We need to corner the market.
We need to build good relationships with our customers.
Narrator:

Well, things seem to be going well for Anna or are they?

Denise:

Anna! Anna! That man from France has called again and left a message.
He's not happy this time. Something about us trying to rip them off!

Anna:

What? Rip them off?

Denise:

It means over charging them or giving them poor quality goods.

Anna:

That's not fair. I'm going to have to sort this out.

Narrator:

That's it Anna go and build a good relationship with your customer! Bye
for now.

Listening Challenge:
Paul tells Anna he wants to touch base, what does he mean?
(Answer: To catch up and discuss how things are going)

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English at Work
Episode 32: The deal is off!
Further language for negotiating a deal

Narrator:

Be friendly and say Im sorry to hear youre not happy with our price. Tell
them Tip Top Trading prides itself on quality products and good value for
money. And flatter them and say they are a valued customer and their
business is very important to us.

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Trader:

Oui. Yes.

Anna:

This is Anna from Tip Top Trading. I was sorry to receive your message.

Trader:

Yes, well. I thought we were doing good business and then another
company called me and offered me a much better deal.

Anna:

Yes, I understand. Im sorry to hear youre not happy with our price but
hopefully we can sort something out?

Trader:

Oh yes?

Anna:

You are a valued customer and your business is very important to us and
we would love to see our Imperial Lemons on display in the restaurants
and shops of France.

Narrator:

Thats a nice touch Anna, well done!

Trader:

So?

Trader:

Ah, merci, au revoir.

Narrator:

Excellent work Anna! I can see why shes got the job now. But will her
sales tactics pay off? Lets remind ourselves of some of the great lines that
Anna used in trying to resolve a tricky sales deal
Im sorry to hear youre not happy with our price.
Tip Top Trading prides itself on quality products and good value for money.
You are a valued customer and your business is very important to us.
We can match the price of our competitors.

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Denise:

Well done Anna. It looks like you may have saved that deal.

Paul:

Saved the deal? Is there a problem?

Anna:

Well, Tutti Fruity has tried to undercut our price but I think I may have
saved the deal we had with International Fruit Traders in France.

Denise:

Yes, Anna offered a lower price for a bigger order and theyre having a
think about it.

Paul:

Crumbs. If the deals not complete I think you need to get out to France
and seal the deal. I want you and Tom to fly out there as soon as possible
and do some schmoozing.

Denise:

Oh! You and Tom hey?

Narrator:

Thats enough Denise! This should be fun. Find out what happens next
time on English at Work. Bye.

Listening Challenge
What discount does Anna offer the client in France?
(Answer: 10%)

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the flights online. I usually book flights at a travel agent's.

Denise:

Its company policy now, we have to do everything online even my food

shopping but dont tell Paul.

Anna:

Oh right. So where shall I begin?

Denise:

Pull up a chair Anna and well log on. Right lets start with the British
Airlines website. There. London to Marseille. What is the outbound date?

Anna:

Going out tomorrow, back tomorrow.

Anna:

Oh I dont have one of those.

Tom:

Whats that? Frequent flyer number? Here Ive got a gold status card, can
you stick my number in?

Denise:

Gold status! Where did you get that?

Tom:

Oh, Ive flown loads of times for business. Ive done deals all around the
world.

Narrator:

He means hes been on lots of jollies free trips paid for by the company
and all hes come home with is a sun tan!

Denise:

Hmm, really. Right I just need to pay now using the company account of
course.

Tom:

Cool. Now, what do you think of my sunglasses?

Anna:

Lovely Tom. Denise has booked you a window seat OK?

Tom:

No! Sorry I cant sit by the window Im errr

Denise:

Yes Tom?

Tom:

Well, I mean, its only polite that the lady sits by the window.

Denise:

Really?!

Narrator:

Whats Tom like?! Hopefully hell prove a useful business partner for Anna
on the trip to France. Heres a reminder of some of the questions you may
be asked when booking a flight
Whats the outbound and return date?
Do you want to fly business or economy?
Do you want a fixed or flexible ticket?
Would you like a window or aisle seat?
Have you got a frequent flyer number?

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Denise:

There you go you two, your e-ticket. Now dont forget your passports.

Tom:

Thanks Denise. Hey Anna, Im so pleased that were on this trip together.
Itll be nice to spend some time with you.

Anna:

Yes and to do some business and really show Paul we are his best
employees.

Tom:

Oh yeah, of course I just wondered

Anna:

Yes?

Tom:

Is there any chance I could sit in the aisle seat?

Narrator:

Ive got a feeling Annas in for a bumpy ride. Find out how their trip goes
next time on English at Work. See ya!

Listening Challenge

Does Anna want a window or an aisle seat on the plane?

(Answer: Aisle)

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Anna:

Not really. It was OK speaking to them on the phone but seeing them faceto-face is quite scary.

Narrator:

You'll be fine. Stay calm. They'll be pleased you've taken the time to fly out
and see them but tell them you're grateful for their time and recap what
you told them on the phone.

Anna:

Oh yes beat the price of the competitor but get them to make a bigger
order.

Narrator:

Yes. If they order more you can offer a bigger discount. Good luck.

Tom:

Oh look, we're here now. Now Anna, I hope you don't mind me saying, but
just leave the talking to me. Right?

Anna:

Err, well

Tom:

Oh, Madame Brown, ciao, great to see you

Trader:

What?

Tom:

I read it on the back of the box!

Anna:

So, we really feel that we have a product that you'll be proud to display.
And to get this fantastic price you just need to place an order of 10,000.

Tom:

And we can even throw in a free sample of our new Perfect Peach range.

Anna:

Each lemon comes with a satisfaction guarantee. I know you won't be

disappointed.

Trader:

Hmm. It sounds good. OK, I think you have a deal.

Narrator:

Good work Anna. Don't forget to ask him to sign the contract and tell him
when he can expect the order to be delivered.

Anna:

OK. I would be grateful if you could just sign the contract. We'll get the
lemons to you as quickly as we can. Tom, do you have a pen?

Tom:

Erm, no actually. It was in my bag yesterday but it's gone it was a nice, a
good one too.

Trader:

No problem. I have a pen. (signs the contract). There you go.

Anna:

Thank you. It was a pleasure doing business with you. We'll get those
lemons to you in two weeks' time.

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Trader:

Perfect!

Narrator:

Good work Annaoh and Tom too. The contract is signed but now you have
to deliver what you've promised. There are many ways to clinch a deal;
here are some of the phrases Anna used
Thank you for sparing the time to see us.
Each lemon comes with a satisfaction guarantee - I know you won't be
disappointed.
I would be grateful if you could just sign the contract.
Thank you. It was a pleasure doing business with you.

Narrator:

So it's been a successful day. It's time for Tom and Anna to fly back to
London and tell Paul the good news or is it?

(Back at the airport)

Anna:

Oh no look, our flight to London is cancelled! It's the last one today. What
are we going to do?

Tom:

Well, I guess we're just going to have to stay here for the night. I'll sort
out a hotel.

Narrator:

Until next time. Bye!

Listening Challenge

What does Tom offer to throw in as part of the deal with the company in France?
(Answer: a free sample of our new Perfect Peach range)

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English at Work
Episode 35: Lost in France
Language for briefing the Manager
Narrator:

Welcome back to English at Work, where Anna and Tom are in a bit of a
predicament. Following a successful business meeting, they've returned to
the airport to discover their flight has been cancelled. What are they going
to do next?

Tom:

Right, they've rebooked us on to the next flight, which is at 7 o'clock

tomorrow morning.

Anna:

Tomorrow morning?! What are we going to do until then?

Tom:

It's OK Anna, calm down. I've sorted out a hotel quite a nice one actually.

Anna:

But what about our new contract? I've got to sort it out!

Tom:

Anna, take a deep breath it'll be ok. Let's go and get a drink and we'll
work things out.

Narrator:

Anna, maybe Tom's right for once. Go and enjoy some French hospitality.
You've done really well today but perhaps you should keep your boss Paul,
in the picture.

Anna:

In the picture? I didn't take any photos.

Narrator:

No Anna! I mean keep him informed. It's always a good idea to keep the
boss updated on what's going on he is the boss after all.

Anna:

OK. I will.

In a bar
Tom:

Yeah, this one looks quite cosy. I'll order us a beer shall I?

Anna:

I'd prefer an orange juice please.

Tom:

Oh really? OK then. (Trying to speak French) Err, Garcon. Je mappelle un

beer et citron juice thing. Au revoir!

Anna:

What?! No Tom! Pardon, Je voudrais une grande biere et du juice dorange

sil vous plait.

Waiter:

Oui Madame.

Tom:

I think she likes you! Well, everyone likes you Anna. I like you because

Anna:

I like you too Tom but don't you think I should call Paul and update him on
what's going on keep him in the picture?

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Tom:

I dunno. Let's just enjoy this moment shall we? And besides, he'll be at his
biscuit appreciation class by now.

Anna:

No. I would be happier just to call him. Could I borrow your mobile phone
please? My battery has run out.

Tom:

Yeah sure. You'll find his number under Attila the Hun.

Anna:

Yes! I've closed the deal with Fruit Traders International and the contract is
signed.

Paul:

Excellent news.

Anna:

To keep them happy, we need to proceed with the order as quickly as

possible.

Paul:

Of course, of course. So what are you planning to do?

Anna:

Well, obviously, I'm committed to getting the order delivered on time but I
might need some help. I wonder if Tom could

Paul:

Yes, Tom can help you. Denise tells me you have a special chemistry!
Actually, where is Tom now? Is he home yet?

Anna:

He's not. Actually Paul, Tom and I are going to stay in a hotel tonight
Hello? Hello? Oh, I've lost the signal, he's gone.

Tom:

Never mind Anna. I think he got the message. Another drink?

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Narrator:

Let's hope Paul has got the right message about Anna and Tom! Anyway,
she's briefed the boss and kept him in the picture. Here's a reminder of
some of the phrases she used:
It's good news I've closed the deal and the contract is signed.
We need to proceed with the order as quickly as possible.
I'm committed to getting the order delivered on time but I will need some
help.

Narrator:

A good day's work for Anna but now it's time for bed.

Denise:

Really?! Im sure thats not what he was planning. Now, did Paul mention
hes got a new member of staff for you to meet this morning?

Anna:

No.

Denise:

Typical! Well, shes coming up in the lift with Paul now.

Anna:

Oh, so who is she?

Denise:

Its Rachel. Do you remember? Shes the woman who Mr Socrates

recommended. He says shes brilliant and allegedly one of his best
employees oh, here she comes now.

Paul:

and this is our office. Ah, Anna, there you are. Did I mention before you
went to France, that Rachel is joining us for a while?

Anna:

No.

Paul:

Ah well here she is. This is Rachel.

Rachel:

Hi!

Anna:

Hi. Im Anna. I work here as a Sales Executive.

Rachel:

I know. Youre quite new arent you, ya?

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Paul:

Not that new. Shes just won a great contract for us. Anyway, looks like
you two are going to get on like a house on fire. Anna, Id like you to, sort
of, work alongside Rachel.

Rachel:

Alongside? Shouldnt I be in charge?

Paul:

Yes its just, you know, youre not familiar with our office and Anna is,
sort of, across this new contract so if you dont mind?

Rachel:

OK. Just for now, but dont think Im going to be told what to do.

Anna:

Im sure you wont be Rachel but maybe we could help each other?

Rachel:

Ill try.

Anna:

Good! (To herself) Oh dear. This is awkward. Ive never worked with
anyone like this before.

Narrator:

Well, nows your chance Anna. Rachel may be awkward to manage but try
these phrases which may help things go more smoothly. Say I understand
you have lots of experience so I would like to use your skills to help with
the task. And together we can do this job really well. But why not just
start by making her a cup of tea. Good luck!

Anna:

Oh thanks. (To Rachel) Rachel, would you like a cup of tea? And then we
could talk about this contract.

Rachel:

I dont drink tea. Lets just get down to business.

Anna:

Oh, right.

Rachel:

Now, I think you need to check your stock and make sure youve got your
oranges.

Anna:

Err Its lemons actually.

Rachel:

Whatever. Just get them and you know put them in a thingy a box.

Anna:

Well, actually I understand you have lots of experience so maybe we

could you use your skills for this task?

Rachel:

Well, its true, I do have lots of experience. Thanks for recognising that.

Anna:

So maybe we could work on this job together?

Rachel:

Oh ya, sure. Great. Of course. I can get hold of these oranges err
lemons, pronto. I know a man who can get some second-hand ones, itll
save us loads of money.

Anna:

But what about the quality?

Rachel:

Quality?! Its the cost weve got to worry about. Keep up Hannah.

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Anna:

Anna.

Narrator:

Come on Anna. Dont let her boss you around. Its time to stand your
ground. If she causes trouble say lets discuss this so we can agree on a
plan of action or please respect my decision and lets move on.

Anna:

Hmm, OK, Ill give it a try. (To Rachel) Rachel, I like your enthusiasm but
can we discuss this so we can agree on a plan of action?

Rachel:

Of course. Why didnt you say? Come on discuss discuss talk!

Anna:

Well, we pride ourselves on quality products and our Imperial Lemon is

particularly good and I think our client is expecting that. So I would like
to send them what I had promised in the contract.

Rachel:

Oh ya, I see. But Im not really sure youre right.

Anna:

Well, if you could just respect my decision this time and we can move on?

Rachel:

Well, just this once Hannah. But I think Im going to have to talk to Mr
Socrates about you.

Narrator:

Well done Anna for standing your ground. It can sometimes be tricky
working with a new member of staff, but its important to try and develop a
good working relationship remember business comes first! Lets hear
those phrases again:
I understand you have lots of experience, so I would like to use your skills
to help with the task.
Together we can do this job really well.
Lets discuss this so we can agree on a plan of action.
Please respect my decision and lets move on.

Rachel:

Look, I'm off for a cappuccino, everything will be just fine. Ciao.

send to our new customer in France.

Tom:

But they wanted Imperial Lemons?

Anna:

I know. I'm not sure what to do, so I'm going to have to speak to Paul
about this.

Narrator:

Yes it's a good idea to refer up sometimes ask the boss for advice. Say to
him "I'm concerned that Rachel has made a mistake that might affect the
business". You might also say "she's not pulling her weight", meaning she's
not doing the work she is supposed to do. And you could say "I'm finding it
very difficult to work with this person."

Anna:

Right. I'll try. There's Paul now Paul, could I have a word please?

Paul:

Of course, Anna. Let's go in my office. Now, how can I help?

Anna:

Well, speaking personally, I don't think she's pulling her weight. She
doesn't seem to do any work and just keeps going out to buy cappuccinos.

Paul:

Well, that's just not on. Look Anna, I will look into this straight away and
see if I can sort this out. Thank you for bringing it to my attention. Now, I
think you've earned a custard cream.

Narrator:

So Anna has expressed her concerns to Paul, the boss. It's up to him to
investigate. As long as you have a fair reason to complain about a difficult
member of staff, these are some of the phrases you could use:
I'm concerned that she's made a mistake that might affect the business.
She's not pulling her weight.
I'm finding it very difficult to work with her.

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Narrator:

I wonder how Paul is going to handle the situation?

Paul:

Ah, there you are Rachel. Nice cappuccino? Could you step in to my office
for a moment I'd like a word.

Rachel:

Ya, sure.

Denise:

Ooh, I wonder what that's all about. Do you know Anna?

Anna:

Hmm, no idea.

Tom:

She's probably going to get a promotion and a pay rise and a custard
cream!

Rachel:

(False laughing) Thanks Paul, ciao. (To the office) What a great guy he is.
Such a great sense of humour! Looks like we're doing some good work
Anna!

Anna:

Wwwhat?!

Narrator:

Oh Anna. I'm not sure Paul has really sorted out your concerns. But don't
worry, we're here to help you out. See you next time on English at Work.
Bye!

Listening Challenge
How does Tom describe Rachel to Anna?
(Answer: He says she's a bit of a man-eater)

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English at Work

Episode 38: Oranges and lemons

Language for good customer relations
Narrator:

Hello and welcome again to English at Work, where things are a little tense.
Anna is finding it hard to work with new employee, Rachel. Shes told Paul,
the boss, about Rachels incompetence but hes done nothing about it.
So Anna, how are you feeling today?

Anna:

Frustrated. All that work I put in, getting the contract for Imperial Lemons
and Rachel has sent out a load of second-hand plastic oranges!

Narrator:

I guess youre going to have to call your client and sort out the mess.

Anna:

I guess so. (Door opens) Oh hi Tom.

Tom:

(Whispering) Is she about? The man-eater?

Anna:

No its all clear, shes gone out for a cappuccino.

Tom:

Good good. Look I managed to call the guy she bought the second-hand
oranges from, and I cancelled the order.

Anna:

Phew, great!

Tom:

Yeah, yeah and last night I managed to order some Imperial Lemons and
sent them to that company in France Fruit Traders International. Heres
the paperwork.

Anna:

Tom, thats brilliant! Here, let me give you a big hug you saved the day!

Tom:

Ooh, thats a bit tight.

Denise:

Oh not again! You two just cant leave each other alone

Anna:

Bbbut it was just

Denise:

Say no more Anna. Now, I was looking for my special red pen, have you
seen it anywhere?

Tom:

No. Funny that, my pens have gone missing too.

Denise:

Ill go and get some more.

Tom:

Now Anna, I dont want to interfere but have you called that company in
France to see how they are?

Anna:

Well, theyre fine arent they?

Denise:

Its good customer service to call them and see how they are.

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Anna:

But what do I say?

Tom:

Tell you what. Ill go over there and you can call me and practice.

Anna:

Right. (Shouting across office) OK Tom, Im calling your number now.

Tom:

(On phone putting on posh voice) Hello Fruit Traders International.

Anna:

Yes, hello (silence)

Tom:

introduce yourself and ask me how I am.

Anna:

Oh right. Hello Im Anna from Tip Top Trading. How are you today?

Tom:

Im very well. Now ask me about the order.

Anna:

I hope you have received our Imperial Lemons and that you are happy with
the order.

date with Tom but there is still some business to attend to. Dont forget
to make that call to your client Anna.

Anna:

No I wont in fact Ill do it right now.

Narrator:

Good! While she makes that call, here is a reminder of some of the phrases
she could use
Hello Im Anna from Tip Top Trading. How are you today?
I hope you have received our order and are happy with it.
We do hope you are pleased with our service and that you may use us
again.
Do you have any questions you may want to ask?

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Denise:

Are you OK Anna? You look a bit annoyed.

Anna:

I am - I just called our client in France to check everything was OK and

they said Rachel had already called them and told them our lemons were
so last season and they would be stupid not to choose oranges!

Denise:

Thats terrible.

Tom:

(approaching) hey Anna, how about this restaurant for our date I mean
our business meeting. Look at this menu

Anna:

Not now Tom. Rachel has messed things up again. Shes causing so much
trouble. Shes got to go.

Tom:

Oh yeah right. This calls for action.

Narrator:

It certainly does. It sounds like Rachel has gone too far this time and its
up to Anna to sort things out. But what can she do? Join us again next time
on English at Work to find out. Bye!

Listening Challenge
What item have Denise and Tom both lost?
(Answer: Their pens)

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English at Work
Episode 39: A step too far
Disciplining a member of staff

Narrator:

Hello and welcome back to Tip Top Trading. New recruit Rachel has been
making life difficult for Anna; she's been making some bad business
decisions. Let's find out how Anna can save the day.

Tom:

Right, we've definitely got to do something about Rachel definitely only,

I'm a bit busy at the moment.

Denise:

Sorting out your dinner date are you Tom?! So Anna, have you spoken to
Paul about this?

Anna:

Yes I have, but he didn't do anything.

Paul:

Oh.

Anna:

(Getting angry) Paul, she's already sent out the wrong order and now she's
upset our new client. Plus, have you seen the way she dresses? I'm not
happy and I think you've got to take some action.

Narrator:

Anna, you're on fire! But stick to the facts, don't get personal about Rachel.

Paul:

Well I'm sure Mr Socrates would disagree with you. Look, if she is as bad
as you say then I'll give you my permission to discipline her give her a
warning.

Anna:

What! Me?

Paul:

You know what's she done wrong so tell her not to do it againand
besides, I've got an important meeting to go to and they usually have
those delicious shortbread biscuits. So I'll leave it with you then? (DOOR
SHUTS)

Narrator:

What a useless boss! Anna are you happy about what to do next?

Anna:

Not really. What am I going to say?

Narrator:

It's not easy but keep calm and professional and say to Rachel, "you've
made some serious mistakes" and "you need to consult me before you
contact any of our clients." Give her a verbal warning saying "These
mistakes cannot happen again, otherwise I will have to refer the matter to
someone higher." This may lead to disciplinary action but it may be for the
best.

Anna:

Oh it's all very serious but I suppose I've got to do it.

Narrator:

Good luck!

Rachel:

Anna! Darling! What's wrong? I saw Paul and he said you're in a bit of a
mood.

Anna:

It's not a mood Rachel. Can we talk pleasenow?

Rachel:

Yeah sure. Let's sit here, shall we not in that chair that's my favourite.

Anna:

Rachel, I wanted to let you know that you've made some serious mistakes.

Rachel:

(sarcastically) Oh!

Anna:

You have really upset our new client and you think it's ok to sell second
hand plastic oranges.

Rachel:

Calm down. It's business, darling.

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Anna:

It's not good business Rachel. These mistakes cannot happen again. If they
do I will have to take matters higher and it could result in disciplinary
action.

Rachel:

Oh! You're quite scary for a short girl.

Narrator:

That was unnecessary! But well done Anna for keeping cool and calm in a
difficult situation. Let's hope Rachel has got the message. Here is a
reminder of the phrases you could use when giving someone a verbal
warning
You've made some serious mistakes
You need to consult me before you contact any of our clients
These mistakes cannot happen again otherwise I will have to refer the
matter to someone higher.

Narrator:

Let's find out how Rachel is behaving.

Tom:

Ah hello, Rachel.

Rachel:

Tommy boy. Come and give me a hug. (SOUND OF PENS FALLING OUT OF
HANDBAG) Opps!

Tom:

Our pens! All our pens! You've been stealing them! Rachel!

Paul:

(DOOR OPENS) What's going on? I say, what are all those pens doing on
the floor?

Denise:

They're from Rachel's handbag. She's been stealing them!

Paul:

What? The company's pens? Right, well, I need to see you in my office
please Rachel, nowif you don't mind.

Anna/Tom/Denise: Gasp!
Narrator:

So Rachel is the pen thief! What does this mean for her job at Tip Top
Trading? Find out next time. Until then, bye!

Listening Challenge
Who stole all the pens?
(Answer: Rachel)

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English at Work
Episode 40: The Appraisal
Language to use in an appraisal
Paul:

Could I have a word Anna, in my office?

Narrator:

Hello again. I wonder what Paul wants to say to Anna? Could it have
something to do with Rachel, the pen thief or is it just to do with biscuits?!
Let's find out.

Paul:

Have a seatso well done for speaking to her. Stealing all those pens from
the office was the final straw.

Anna:

She was stealing straws?

Paul:

No, no. It was the final thing that she did wrong and it meant disciplinary
action. I've had to 'let her go' in other words, sack her.

Anna:

Oh, so she's gone. But what is Mr Socrates going to say? She was his best
employee.

Paul:

Leave it with me. I'm sure he'll understandI hope. Now, I wanted to
speak to you about your appraisal.

Anna:

My appraisal?

Paul:

Yes, we do it every year. It's a chance to talk about you, talk about the
highs and lows of the past year and look forward.

Anna:

Highs and lows? But I haven't been walking up any hills.

Narrator:

No Anna! He means your appraisal is about reviewing your performance

and setting objectives for the year ahead.

Narrator:

Anna! This is your chance to sell yourself. Think about the deals you've
made, the people you've managed, that sort of thing.

Anna:

Right. Well, I did complete two big contracts for the Imperial Lemon

Paul:

You've had plenty of compliments for that. You seem to have a zest for
selling!

Anna:

Err, rightand then there was dealing with Mr Ingle in the warehouse.

Paul:

Yes, that's a good example of dealing with difficult staff. And what didn't go
so well?

Anna:

Wellermworking with Racheland cold calling I suppose. That wasn't

easy.

Paul:

Ah yes. But you soon warmed up! And what should you do more of?

Anna:

Err, erm

Narrator:

It's a tricky question Anna but don't be ashamed about admitting things
that you feel you could improve on. Nobody's perfect! Think about skills
you'd like to improve.

Anna:

Oh OK. Well Paul, I guess I could.develop some ideas for new products?
Continue to work on the European marketing strategy..sell more Imperial
Lemonserr

Paul:

That's enough Anna! If you do all that, you'll put me out of a job!

Anna:

Oh, I don't want to do that!

Paul:

Now let's look ahead and set some objectives. Biscuit?

Anna:

Biscuits as an objective? Oh I seeno thanks.

Denise:

It's no joke. Quickthere he goes!

Tom:

Leave him to me! Ohoww!

Anna:

TomTom? Are you ok?

Narrator:

Uh oh! What's happened to Tom? Has he broken something? Join us next

time to find out. Bye!

Listening Challenge
In Anna's objectives, what has she been asked to develop?
(Answer: Plastic vegetables)

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English at Work
Episode 41: Doing it by the book
Language for health and safety

(Typing on computer) I think so. It's here on the company intranet here it
is, 'accident report form'.

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Tom:

Denise, could you go and call pest control please?

Narrator:

Careful what you say Denise, or you may get injured too! So it looks Anna
and Tom's dinner date is on I can't wait to be a fly-on-the-wall! See you
again soon. Bye!

Listening Challenge
In the accident, what did Tom trip over?
(Answer: A box of Perfect Peaches)

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English at Work

Episode 42: The dinner date

Language to use when writing a proposal
Waiter:

Would you like to see the menu?

Tom:

Oh yes please.

Waiter:

I was asking the lady actually.

Tom:

Oh, right.

Narrator:

Hello again. Anna and Tom are finally on their dinner date at a pizza
restaurant. Eating could be difficult for Tom because he's sprained his arm
after that accident in the office. He might still have romance on his mind
but Anna is thinking about something else. Are you feeling nervous Anna?

Anna:

Nervous? Why?

Narrator:

Being out on your own with Tom. What are you going to talk about?

Anna:

Don't worry. I can handle this, besides I want Tom's ideas about
developing a new plastic vegetable.

Narrator:

A plastic vegetable! Oh right. Well, good luck.

Tom:

So this is nice. Finally, us together, on our own, me and you, pizza, red
wine expensive red wine, actually.

Anna:

Lovely Tom. You know Tom, Paul wants me to develop a new idea plastic
vegetables I thought, maybe, you might like to help me?

Tom:

Come on Anna, we're not here to talk business. Tell me about you the
real Anna. Have you had many err, many boyfriends before?

Anna:

That's a bit personal. What do you think about plastic peas?

Tom:

Err? Can you not switch off from work for one minute?

Anna:

Tom. I think you and me are very similar we're a good team. If we could
come up with a great idea for Paul then who knows we may get to travel
the world selling it together?

Tom:

Oh, I see. I hadn't thought of it like that. Right well

Waiter:

Your pizzas madam sir (putting plates on the table).

Anna:

by making the production more efficient, our customers will get value for
money and our profits will increase. There, done.

Tom:

Great. We can pitch this to Paul first thing on Monday morning. So now,
maybe we can get back to our date? Look I saved some of that pizza.

Anna:

It's all cold! (Walking away) Anyway, I had better go. It's late and I want
to tidy up this proposal. But it's been great. I can't wait till next time.

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Tom:

Bbbut

Door slams closed

Tom:

Next time?

Narrator:

Well, that went well! The pizza may be cold but Anna and Tom have
developed a red hot proposal. Here's a reminder of some of the words you
might want to use to make your business proposal stand out
Exceptional!
Fantastic!
Quality.
Profit.
Efficiency.
Value for money.

Narrator:

So with the proposal written, Tom and Anna just need to convince Paul
and that means pitching their idea. Find out how they get on next time.
Bye for now.

Listening Challenge:
What is Anna's 'brilliant' new idea?
(Answer: Plastic aubergines)

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English at Work
Episode 43: Doing your homework
(Language to use in research)

Narrator:

Hello again. Last time on English at Work, we heard Anna leaving Tom
crying into his cold pizza. He may not have had the evening he was
expecting, but for Anna it was a huge success. She came up with an idea
for a new plastic vegetable and now she needs to pitch it to Paul, the boss.

Denise:

(On phone) so I think I'll go for the blue, Marge, it matches my eyes
well almost

Anna:

Morning Denise!

Denise:

Oh, hello Anna (back to phone/whispering)yes, Anna, bright girl, what

she sees in Tom I'll never know what?!... ha, ha, I'm sure you would

Anna:

Oh hi Tom. You're in early.

Tom:

Uh? Oh yeah, couldn't sleep after you'd left.

Anna:

Tom, it was a fantastic night unforgettable in fact. Thanks so much.

Denise:

(On phone/whispering) Did you hear that Marge? She said it was
'unforgettable'! Looks like they're getting very serious

Narrator:

You're such a gossip, Denise. The only thing Anna is serious about is her
new idea. How's it going Anna?

Anna:

I'm really excited about launching a new product, although Tom doesn't
seem so keen.

Narrator:

Don't worry about him. You need to concentrate on convincing Paul that
your new idea will bring in the business.

Anna:

But how?

Narrator:

You need to pitch the idea to him but before that, you need to do some
research.

Denise:

Of course Anna.

Tom:

Yeah, well it's a bit tricky with my ouch sprained arm. But go on. As it's
you.

Anna:

Thanks. We need to call up some companies and find out how interested
they would be in buying plastic vegetables.

Denise:

Oh lovely. I love talking to people on the phone.

Narrator:

Uh-oh Anna. It's a good idea to check exactly what type of business you
are calling before carrying out your survey. Better luck next time! If you're
doing some research and want to get the opinions of your customers,
here's a reminder of the questions you could ask:

Could I ask for your opinion on a new product we are hoping to develop?
What plastic products do you currently use?
What products would you like to see us sell in the future?
How do you feel about the idea of selling plastic vegetables?
Any particular vegetable you would like to see?
Narrator:

Let's find out how the team is getting on.

Denise:

That was fun. I called ten companies, asked them your questions one
man asked me out for dinner anyway, I've created a database and put all
the information there.

Tom:

(Boasting) Well I've called twenty companies and they all say plastic
vegetables would be a great addition to their range especially aubergines!

Anna:

Great. Well, I had some success too so I'll put all the results in that
database. Thanks everyone. (Typing on computer) Oh no what's
happened? Denise! Denise! Everything's disappeared off the computer!

Tom:

Hey, my computer's gone blank. We've lost all our documents!

Narrator:

Oh no a computer crash! Has Tip Top Trading lost all its valuable
information? Find out next time in English at Work. Bye!

Listening Challenge

Language to use in dealing with IT support

Anna:

(Banging on computer) Its frozen. Nothing will work

Tom:

Yeah and all my football scores I mean company accounts have

disappeared.

Paul:

Can anyone get their computers to work? Or is just me?

Narrator:

Welcome back to the offices of Tip Top Trading where, as you can hear,
there appears to be a bit of computer trouble. Everyones work seems to
have disappeared. This is serious so who can sort it out?

Denise:

Leave it to me Ill sort it out. (Pressing computer keys) You just need to
switch it off and on again like that. (Computer noises)

Anna:

Hold on, lets check Denise! All my documents have gone now!

Denise:

Oh, sorry, I was just trying to help. Youll just have to call I.T. Support,
look, heres their number.

Anna:

It Support?

Narrator:

No Anna not it but I.T. Support information technology sometimes

called Computer Support. Most big companies have them. These are the
people who sort out your computer problems and get everything working
again. But be careful, they might ask some tricky questions.

Anna:

OK, thanks. But what should I say to them?

Narrator:

Tell them: "I am having problems with my computer", then say "the screen
keeps freezing" and "I seem to have lost some documents". Tell them "I
have turned the computer off and on but that hasnt fixed it". Finally, ask if
they can help please!

Anna:

Well, Ill give it a try. Here goes. (Dials number and it rings)

IT Man:

I.T., Dave speaking, how can I help?

Anna:

Oh hello Dave Im having some computer problems in fact everyone is

here.

IT Man:

Did you have lots of things open documents, spreadsheets, videos, other
software?

Anna:

Well, I suppose I did.

IT Man:

Right, well Anna isnt it?

Anna:

Yes.

IT Man:

Right, well Anna, try pressing control, alt, delete, at the same time after
that try opening Windows again.

Anna:

OK. (Shouting over to Tom) Tom, could you open the windows please.

IT Man:

Dont panic! Ill come and have a look. Youre on the 2nd floor right?

Narrator:

Oh dear. This is a bit worrying but Im sure Dave, the IT man, will get
things sorted. Remember if you have important documents, its best to
back them up on a memory stick just in case you have a problem like this.
Lets remind ourselves of the phrases we might use if we have to call
computer support:
I am having problems with my computer
The screen keeps freezing
I seem to have lost some documents

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I have turned the computer off and on but that hasnt fixed it
Can you help, please?
(Lift doors open)
IT Man:

Oh hi. Is Anna here?

Denise:

Shes over there.

Tom:

(Under the desk) So Anna, Im just going to unplug the screen and put the
wire back in here

Anna:

OK Tom but are you OK down there? Mind your head.

IT Man:

Excuse me, are you Anna? Ive come to fix your computer.

Anna:

Oh, hello you must be Dave. I really like your hair.

Tom:

(Hits head on table) Ow!

IT Man:

Thanks. You look rather lovely. Id better take a look at your computer.

Tom:

Dont worry, its OK, I think Ive fixed it!

Narrator:

Looks like Tom has a rival. Is Anna going to fall for the charms of Dave, the
IT man, or is he just going to upgrade her software? This could get very
interesting but theres still work to be done so join us again soon for
English at Work. Bye.

Listening Challenge:
What is the technical term for turning the computer off and on again?
Answer: To reboot the computer

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English at Work

Episode 45: The plastic aubergine

Language for making an 'elevator pitch'

Narrator:

Hello and welcome to English at Work. The companys computer system

has been fixed and Anna seems to have found a new friend in Dave, the IT
support man. But her main concern now is pitching her new idea for a
plastic aubergine, to Paul the boss.

Tom:

So Anna, that guy didnt really know what he was doing did he?

Anna:

You mean Dave?

Tom:

Dave was that his name? He had a really bad smell.

Anna:

No he didnt. Hes done a great job. Look everything is working so, if you
dont mind, I think we should get this pitch for Paul finished.

Denise:

Youd better hurry up. Pauls taking the afternoon off to go to his biscuit
lovers convention.

Tom:

Oh right. Well, we might as well leave it until tomorrow then Anna.

Anna:

No Tom. Theres no time like the present I heard someone say that once
weve got to get our idea to Paul as soon as possible. Then we might
have time for a drink, or shall I ask Dave?!

Tom:

No, no, youre right. Look, Ill design some pictures of the aubergine and
you get the results of our survey together, yeah?

Anna:

Great.

Narrator:

Well done Anna. Remember to make your pitch clear and exciting. Really
sell it with words like 'exceptional!', 'fantastic!', 'quality', 'profit',
'efficiency', and 'value for money'.

Anna:

OK, Ive got all that. Im just adding some of the facts and figures from our
customer survey.

Tom:

Anna, Ive got the designs, theyre coming off the printer now.

Oh yes. Using the same plastics as our fruits, we can easily re-mould our
bananas and change the colour. We can increase efficiency but maintain
quality.

Paul:

And profits?

Anna:

By my calculations, we can increase profits by 20%. Thats based on selling

the same quantity that we now sell of Imperial Lemons.

Paul:

Hmm, 20%, really? But do you know whos going to buy this product?

Anna:

I do. Weve conducted a survey and already found 10 new companies who
would buy this and 27 existing customers who have shown an interest in
it

(Lift bell pings)

Anna:

and Im confident this new product will be a huge success.

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English at Work
Episode 46: Acting up
Language to use when you're in charge
Narrator:

Welcome back to English at Work. Last time we heard Anna pitching her
new plastic aubergine idea to Paul, in a lift. He was on his way to a biscuitlovers' convention and didn't have much time. She gave the perfect
elevator pitch but it's down to Paul to give her idea the go ahead the
problem is, he seems to have gone missing.

Tom:

Denise, isn't Paul supposed to be here today?

Denise:

Yes. He went to that biscuit lovers' convention yesterday but he said he'd
be back today.

Tom:

Maybe he's eloped with a pack of custard creams, eh?!

Denise:

Very funny Tom. I'll give him a call now (phone rings) oh, that might be
him now. (ANSWERS) Hello, Tip Top Trading oh hello Paul, everything
OK? ...oh no! ...oh no!

Tom:

What Denise?

Denise:

He choked on a biscuit at the convention and he's in hospital. (To Paul) Yes
Paul, that was Tom you want to speak to Anna? I'll just get her get
better soon Paul. (To Anna) Anna, Anna, it's Paul on the phone, he wants
to speak to you sounds important.

Anna:

Me? Oh right, can you transfer the call please? Hello Paul, are you OK?

Paul:

Not really. Damn Garibaldi biscuit got wedged in my throat, ended up

banging my head on a table trying to get it out.

Anna:

Oh dear, so you're not coming to work today?

Paul:

I'm afraid not, I need to rest for a few days so I was wondering, in fact I'm
asking you, could you act up?

Anna:

I've told you before Paul, I can't act or even sing.

Paul:

No, no Anna. Act up, I mean do my job for a bit be the boss just for a
day or two.

Anna:

Me?! Be the boss?!

Tom/Denise: What?!
Paul:

English at Work

It's quite easy really. Just check my diary and you'll see what needs doing.
And if you have any problems just erm just ask Denise. Thanks Anna.

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Narrator:

That's great Anna. You've got all the skills to do Paul's job maybe even
more! But you need to take charge and show who's boss!

Anna:

Oh right. But what should I say?

Narrator:

Well, don't be too bossy, but you could say: "If anyone has any issues
about their work please come and speak to me", or, "I would like to have a
meeting to discuss our work", or, "If there's anything you want to ask, my
door is always open". That makes you sound like a very approachable boss!
Good luck.

Anna:

Thanks.
Right everyone, as you know Paul has put me in charge for a while.

Tom:

I'm not being funny Anna, but why you? I mean, I've been here the
longest.

Anna:

Tom, if you have any issues about your work, please come and speak to
me.

Tom:

Oh right I will then.

Denise:

Erm Anna congratulations on your promotion. I just wondered, now

you're in charge, could I do a little less admin and a bit more selling?

Anna:

Let's see Denise. I'd like to have a meeting soon to discuss all our work, so
we can talk about it then. OK?

Denise:

Oh yes, thanks Anna.

Anna:

Right then. It's business as usual and if there's anything you want to ask,
my door is always open. Right, back to work and Tom, could I have a
word in my office now please?

Narrator:

Excellent work Anna. You're sounding like the boss already just don't
start eating biscuits! Being in charge means being firm but fair and keeping
your cool. Here's a reminder of some of the phrases Anna used:
If anyone has any issues about their work please come and speak to me.
I would like to have a meeting to discuss our work.
If there is anything you want to ask, my door is always open.

Anna:

Take a seat Tom. Could you please close the door?

Tom:

I thought "your door was always open"?

Anna:

Not this time. I need to speak to you about this message in Paul's diary.

Tom:

Oh, right, I see. You need my help? What does it say?

Anna:

It's for two days' time and it says, Socrates, IPC, final.

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Tom:

Oh no, that doesn't sound good.

Narrator:

Oh dear, what could that mean? Could there be trouble ahead? Join us
again soon to find out. Bye.

Listening Challenge:
What does Denise want to do a bit more of, now that Anna is in charge?
(Answer: A bit more selling)

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English at Work

Episode 47: Talking sense

Language to use to clear up confusion

Narrator:

Welcome back to English at Work. Anna is acting up as boss because Paul

had an accident with a biscuit! But her and Tom are in a panic after finding
a note in Pauls diary that said Socrates, IPC, final. Could it mean bad
news for Tip Top Trading? Lets find out.

Tom:

Its very odd and it cant be good. But Socrates must mean Mr Socrates.

Anna:

Yes but IPC? Whats that mean?

Tom:

Yeah and final sounds very final. Hmm Ive got it! IPC it must be
code for imminent post closures theyre going to sack us all!

Anna:

Sshh. Keep your voice down. Dont tell everyone. Lets check things out
first, dont say anything yet. OK?

Tom:

OK. Mums the word.

Anna:

Your mum knows?!

Tom:

No, no, no, its our little secret. See you later.

Denise:

Everything OK Tom?

Tom:

Oh yeah, everythings cool. Actually Denise, its not. I think were all going
to be sacked tomorrow by Mr Socrates.

Denise:

What?! No! Ive got a hairdressers appointment on Saturday, how am I

going to pay for it now? What am I going to do? I know, Ill call Marge.

Tom:

(Calling across office) Hey Brian, Pete were all going to be sacked
tomorrow.

Anna:

No Denise. Any rumours about sackings are not true.

Tom:

Yeah thats right. Who told you that Denise?

Denise:

Hmmm

Anna:

Please dont listen to rumours. I am trying to establish the facts and if I get
any information I will let you know straight away.

Denise:

But I heard Mr Socrates is coming tomorrow, surely hes going to sack us.

(Door shuts and Anna calls Paul on the phone)

Paul:

Hello, Paul speaking.

Anna:

Oh hi Paul. Its Anna. Sorry to bother you. Are you feeling better?

Paul:

Much better thanks but keeping clear of biscuits for a while! Anyway, is
everything OK?

Anna:

Not exactly. There are rumours spreading about job cuts. Tom saw a note
in your diary for tomorrow that said Socrates, IPC.

Paul:

Hmm. Really? Oh yes. I mean, oh no! Its not job cuts its IPC - the
International Plastics Conference tomorrow! And Mr Socrates is flying in for
it. Oh golly gosh, Id forgotten about that.

Anna:

I see. And why did you right final?

Paul:

Because theres an award being given for the Best Plastic Innovation and
were in the final with our Imperial Lemon. It was a reminder to me to
write an acceptance speech. Oh golly gosh, I havent written a thing.

English at Work

Language to use when networking
Narrator:

Welcome back to English at Work. Its the big day of the International
Plastics Conference and a good opportunity for the staff at Tip Top
Trading to promote its business. But hold on, whos this? Its Mr Socrates,
the big boss from America.

Mr Socrates: Hey, you guys, where have you been?

Paul:

Ah, Mr Socrates nice to see you again. Id heard you were in town.

Anna/Tom:

Hello Mr Socrates.

Mr Socrates: Ive been looking for you everywhere. I need to catch up with you and
see how business is going.
Paul:

Oh very, very well. Were selling Imperial Lemons to France and Anna is
developing plastic vegetables.

Mr Socrates: Ah Anna! My favourite girl. Still doing a good job?

Anna:

Im doing my best.

Paul:

In fact shes been doing my job for a few days had a bit of a biscuit
accident

Mr Socrates: Yeah, well thats not hard for you, Paul. Listen, listen I need to talk you shouldnt the others be doing some networking now?
Paul:

Of course, thats why were here. Right, Tom, I need you to catch up with
some of our existing customers do some schmoozing and Anna, could
you talk to some potential new customers? I need to speak to Mr
Socrates.

Anna:

Right. Erm, networking what exactly am I supposed to do?

Narrator:

Networking is about helping your business through connecting with other

people in the industry. It involves meeting people and talking to them,
sharing information, hopefully helping each other and ultimately, getting
new business.

Anna:

So I have to talk to strangers?

Narrator:

Well, yes. Introduce yourself, say who you work for. Ask them about their
business and what they do. Then explain a bit about what you do and
who uses your products. If its appropriate, say that you may be able to
help them. Then see if they would consider buying from you. Just be
chatty and friendly.

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Anna:

Thanks. Ill give it a try. (Talking to someone) Excuse me, hello, Im

Anna. I work as a Sales Executive at Tip Top Trading and you are?

Woman:

Jane. Jane from NicenCheesy. Its very busy here today isnt it?

Anna:

It is. Its my first time here but its very exciting. I really didnt know
what to wear.

Narrator:

Anna! Thats chatty and friendly, but lets get down to business.

Anna:

Oh yes, of course. So can you tell me about your company,

NicenCheesy?

Woman:

Well, we sell cheese to Londons top cheese shops - we like to say were a
wedge above the rest a wedge of cheese, get it?!

Anna:

Err, right. Well, can I briefly tell you about what our company does? Our
company Tip Top Trading makes plastic fruit mainly for the catering
and food industry. Were up for an award today for one of our designs.

Woman:

Smashing. Thats quite interesting actually. We have an issue with the

fresh grapes we provide with our cheeses they keep going mouldy.

Anna:

Oh dear.

Woman:

Yes sour grapes you could say! A good quality plastic grape would be
useful to put with our cheese displays.

Anna:

Well, I think we might be able to help you.

Narrator:

Yes you can! This is the time to exchange contact details give her your
business card.

Anna:

Well, if I could have your contact details Ill send you one of our
brochures and then give you a call about prices. And heres my business
card should you want to call me.

Woman:

Thats fantastic. So nice to have met you and I think what youre
wearing for the conference is perfect.

Anna:

Thanks!

Narrator:

Bingo! Looks like Anna has a potential new customer. She was friendly
and chatty but kept her mind on business. She used phrases like these:
Excuse me, hello, Im Anna. I work as a Sales Executive at Tip Top
Trading.
Can you tell me about your company?
Can I briefly tell you about what our company does?
I think we might be able to help you.
Heres my business card should you want to call.

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Narrator:

So, some good work by Anna but theres more networking to be done. A
conference is a good place for networking and for catching up with your
boss, too. Lets find out how Paul is getting on with Mr Socrates.

Mr Socrates: Its a tough economic climate Paul. Were already cutting out cookies in
management meetings.
Paul:

Oh, gosh.

Mr Socrates: And now were cutting staff. Weve already lost Rachel my favourite
Sales Executive.
Paul:

Ah yes, well, she was stealing the pens.

Mr Socrates: Pens can be replaced but not people like her.

Paul:

Well

Mr Socrates: But now its time to reduce your team Paul share the pain.
Paul:

Are you sure?

Mr Socrates: Absolutely. By my calculations you need to be rid of one member of staff.

Paul:

Oh well lets not tell the team until weve had the awards ceremony.

Mr Socrates: OK Paul. But its in your hands to sort this out.

Paul:

Crumbs!

Narrator:

Ah yes, Tip Top Trading could be about to win a prestigious award but
how will this bad news go down with the team? And what is Paul going to
do? Find out next time on English at Work.

Listening Challenge
What is the name of the company that Jane (the woman that Anna networks with) works
for?
(Answer: NicenCheesy)

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English at Work

Episode 49: Award winning!

Language to use in an acceptance speech
Narrator:

Welcome back to English at Work. Paul, Anna and Tom are at an important
International Plastics Conference. Its been a busy day of networking but
the big boss from America, Mr Socrates, has told Paul some bad news.
Before he tells the team, there is an important award to be won the
Plastic Innovation of the Year award. Will Tip Top Trading win it?
I hope youve written your acceptance speech Anna.

Anna:

Yes, Im just doing it now.

Narrator:

Youve left it a bit late.

Anna:

Ive been so busy and now Im really struggling. I dont know what to
write.

Narrator:

Well, dont forget to say On behalf of everyone at Tip Top Trading, thank
you for our award. Or, you could say our company is at the forefront of
plastic innovation. Tell the audience this award is a real boost for
everyone working at the company. Say that and youll be fine.

Anna:

working at the company. Good, got it. Thanks. Oh hi Tom, how have you
got on?

Tom:

Great great. Ive been hanging out with some of our clients keeping them
sweet, you know what I mean?

Anna:

Err, I dont actually know. But Ive had some success. Oh, here comes
Paul. Hi Paul.

Paul:

Oh hello. Having a good day?

Anna:

Yes, were just talking about our success lets hope we win that Plastic
Innovation of the Year award, eh?

Paul:

Oh yes... lets hope so. Although that means Ive got to read out that
speech you wrote for me. Public speaking is not really one of my things.

Host:

Ladies and gentlemen, please take your seats for our special award
ceremony.

Anna:

OK, heres your speech Paul.

Tom:

Weve got to win first.

Anna:

Shhh shhh. Listen!

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Host:

Thank you everyone for attending this years conference. As you know, the
highlight of the day is announcing the winner of our Plastic Innovation
Award. So, without further ado, lets find out who this years winner is. It
is Tip Top Trading for their Imperial Lemon.

Tom:

Hey, thats us. Weve actually won!

Paul:

Oh crumbs. I suppose I'd better do my speech now.

Tom:

Yeah go on Paul you can do it!

Paul:

OK, right. Whooah ouch.

Anna:

Oh no. Pauls tripped over that chair.

Yes splendid. Well done Anna.

Narrator:

Well done indeed. Anna saved the day again by making that speech. She
sounded confident and genuinely happy about getting the award. Heres a
reminder of some of things she said:

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Ladies and gentlemen, on behalf of everyone at Tip Top Trading, thank you for our
award.
Our company is at the forefront of plastic innovation.
This award is a real boost for everyone working at the company.
This award really means a lot to us.
Anna:

Are you OK now Paul?

Paul:

Yes, sorry, that was rather unfortunate and a bit embarrassing too, but
hold on whats happening now?

Host:

Ladies and gentlemen, before you go, we have one more award to
present.

Everyone:

Oooh!

Host:

We have a special award. Employee of the Year. This recognises

someones achievements and contribution to the plastics industry.

Tom:

At last, Ive been recognised.

Host:

Please welcome Brad Socrates from Tip Top Trading International to

award the prize.

Mr Socrates: Out the way. Wheres the Goddamn envelope? OK, right, (announcing)
and the award goes to Anna from Tip Top Trading.
Anna:

Me? Bbbut I

Paul:

Go on Anna. You deserve it. Go and make another speech!

Anna:

(Getting tearful) Thank you everyone this is amazing.

Mr Socrates: This girl is amazing. In just one year she has risen from an apprentice to
a champion. Its great to have her on board. (Aside to Anna) I think we
should talk about your salary later hey?
Narrator:

Can things get any better for Anna? I think they can. Join us again soon
for more English at Work. Bye.

Listening Challenge:
What product does Tip Top Trading win its plastic innovation award for?
(Answer: Imperial Lemon)

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English at Work

Episode 50: Reality bites

Whats that all about? Anyway, now were alone, I wanted to see what
youre doing tonight are you free?

Anna:

Sorry Tom, Im seeing Dave tonight. Hes offered to fix something on my

computer at home.

Tom:

Oh, has he now?

(Denise goes into Paul's office and comes out a few minutes later)
Denise:

English at Work

All the years Ive worked here why me? Why now?

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Anna:

Denise, whats up?

Denise:

Paul says he needs to move the furniture around and he has to let me go.
He says he cant afford me anymore.

Anna:

Thats terrible but wheres he letting you go to? And what furniture is he
moving?

Narrator:

No Anna! If someone says they are moving the furniture they really mean
they are restructuring or changing the business. And if they say they have
to let you go, it means they are sacking you or in other words, ending your
job.

Anna:

Sacking you? Oh, that is serious. (To Denise) Denise, Im really sorry to
hear this. But why does Paul want to move the furniture around?

Denise:

He says its because of the tough economic situation. My role is no longer

needed.

Tom:

Hey, thats not true. You make a great cup of tea Denise. Ive got a good
mind to smash Pauls bourbons into tiny crumbs. Grrr.

Anna:

Calm down Tom. Now Denise, when did Paul say you had to go?

Denise:

Hes given me seven days notice.

Narrator:

A notice period is an amount of time an employer must give an employee

if they plan to terminate their employment.

Denise:

I never thought I would be facing redundancy not now not at my age.

Anna:

Redundancy?

Narrator:

Yes, if someone says they are facing redundancy, its another way of
saying they are losing their job. Hmm, I think Denise needs a shoulder to
cry on.

Anna:

Yes. Denise, do you want my shoulder to cry on?

Denise:

Oh thanks.

Tom:

Urgh! Erm Denise, Ive just made some tea would you like a cup?

Denise:

Oh yes please.

Tom:

There you go. You know Denise, youve got to think positively. Youll get
another job and lets face it you didnt like working here anyway you
always looked so miserable.

Narrator:

I dont think Toms attempts to cheer Denise up are going to work! Losing
your job can be a traumatic experience. It can come as a surprise and a
shock. Lets hear the phrases Paul used to break the news to Denise:

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Weve got to move the furniture around.

Im afraid Ive got to let you go.
Im giving you seven days notice.
Narrator:

And here are some other expressions you may hear in connection with
losing your job:
Facing redundancy
Getting the sack
Terminating your employment
Leaving the company

Denise:

Right, well, I might as well start clearing out my desk.

Tom:

Yeah its a real shame. Any chance I could have your stapler?

Anna:

(Whispering) Tom, you could be a bit more sympathetic.

Tom:

Oh right.

(Door opens)
Paul:

Tom, Anna. Could I have a word in my office please?

Tom:

Oh no. This is it. Its my turn to get the chop!

Denise:

Ha, You might not need my stapler after all!

Narrator:

Crikey! Things arent looking good at Tip Top Trading. Are Tom and Anna
getting the chop I mean, the sack? Join us again next time on English at
Work.

Listening Challenge
What does Anna offer Denise to cry on?
(Answer: Her shoulder!)

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English at Work
Episode 51: Taking shape
Language used for conveying
your ideas to others
Narrator:

Hello again and welcome to English at Work. Its another day at Tip Top
Trading and hopefully a happier one, following Denises bad news about her
job. I wonder if Tom and Anna are about to get the same bad news?

Paul:

Its really awful having to let a member of your staff go but thats the
situation were in, Im afraid.

Tom:

And now youre going to letting us go arent you? Honestly Paul, Ive given
my life to this company and, quite frankly, Im disappointed no, Im angry
at your decision. See your biscuits? Well

Anna:

Tom!

Tom:

Thats what I think of Tip Top Trading

Paul:

What?! Hold on Tom. I think youre a bit confused. Im not sacking you too.
I need to talk to you about plastic vegetables you know, the aubergine
idea?

Tom:

Oh I see. Youre not sacking us? Sorry Paul Ill buy you some more
biscuits. So what was it that you had to say?

Paul:

Plastic vegetables. Yours and Annas idea for a plastic aubergine. I like it.
Its good. So, I need you to develop a prototype we can use to show our
potential clients.

Anna:

Well thats great. So where do we get the prototype made?

Paul:

Upstairs, on the 4th floor. We have a great development team who can
magic up some amazing designs.

Anna:

Theyre magicians?

Tom:

No Anna. Theyre just developers who make things out of plastic.

Paul:

Thank you Tom. Look, why not go and have a chat to them now and get
the ball rolling.

Anna:

But were not making balls.

Tom:

Come on Anna Ill explain. See you Paul.

Narrator:

To get the ball rolling he means to get the project moving along.
Developers can design and make models of your products which you can

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show and develop. But you need to give them clear and specific
instructions. Lets see how Anna gets on.
Tom:

So this is the development team. Oh hi George, you up for footie on

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Narrator:

Narrator:

Hmm, I think Toms the pussy cat! Lets hope the designs come out well.
But even more important is Denises last day at work tomorrow how is
everyone going to cope? Find out next time on English at Work. Bye.

Listening Challenge
How long does Anna want her prototype plastic aubergine to be?
(Answer: 20 centimetres)

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English at Work

Episode 52: So long Denise!

Language used for giving career advice

Narrator:

Hello again. It's a difficult day at the offices of Tip Top Trading. The office
assistant Denise is losing her job, and today is her last day. Anna is busy
with her work and trying to get everyone to sign Denise's leaving card.

Anna:

Paul, have you signed Denise's leaving card yet?

Paul:

No, not yet. Have you got a pen? "Sorry to see you go. Best foot forward.
Paul." There. I feel a bit guilty, it was me who got rid of her.

Tom:

Yeah. Well, you should feel really bad. I can't believe you're getting rid of
her.

Anna:

Tom, do you want to sign the card?

Tom:

Yeah, of course. "You arewerethe best employee we ever had. So sad to

see you go. Kiss, kiss, kiss. Tom."

Anna:

Gosh. Three kisses! Erm, you haven't given me any money for her leaving
present yet, have you?

Tom:

Oh sorry, a bit of a cash flow problem Here, have a pound.

Paul:

That's generous!

(Denise crying in distance)

Paul:

Oh crumbs, she's crying again. Anna, could you deal with her? I've got
something important to do.

Tom:

Oh yeah. Me too.

Anna:

OK, I'll try. (To Denise) Cheer up Denise, you need to think positively.

Denise:

Do I? I'm unemployed from tomorrow, how am I ever going to find another

job?

Anna:

Well, have you tried looking in the job section of the newspaper?

Denise:

No.

Anna:

It's a good place to start. And there are loads of job-finding websites you
could sign up for.

Denise:

I don't have a computer.

Anna:

Well what about ringing some of the people you know; contacts who may
know about a job.

Denise:

Hmm, I hadn't thought about that.

(Everyone laughs)
(Phone rings)
Tom:

I'll get it (Tom talks to someone on the phone). Sorry about that everyone.
That was a company called Nice'n'Cheesy, they remember you Anna. They
liked your sales pitch and want to order a hundred thousand plastic grapes
to go with their cheeses!

Paul:

What?! Brilliant! Ooops.

(Fruit bowl drops and smashes)

Denise:

My new fruit bowl! (Starts crying again)

Narrator:

Oh dear. Poor Denise! It looks like she might be leaving the company at
just the wrong time. I wonder if she'll be back? You'll have to join us again
for the next episode of English at Work. Bye!

Listening Challenge:
What does Denise get for her leaving present?
(Answer: A glass fruit bowl)

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English at Work

Episode 53: Help! We need somebody

Language to use when taking a
telephone message
Tom:

Has anyone seen the stapler?

Anna:

I can't find any pens.

Tom:

Oh, here it is.

Paul:

Will someone answer that phone?

Narrator:

Hello again and welcome back to English at Work. The offices of Tip Top
Trading have become chaotic since Denise left and just at a time when
things are getting busy. How is everyone going to cope? Let 's find out.

Tom:

(Answering phone) Hello. Yes? It is. We're very busy so call back later.
Bye.

Anna:

That was a bit rude Tom.

Tom:

Well we're too busy to be nice.

Narrator:

Hmm. Not a good attitude Tom. Even when you are busy at work it's
important to be polite on the phone. It could be a potential customer.
Anna, I think you're going to have to remind Tom about this.

Anna:

Possibly. (Phone rings) Oh not again! (Answers phone) Hello, Tip Top
Trading, Anna speaking I see Well he doesn't seem to be here at the
moment can I take a message and I'll get him to call you back.
(Whispering) Tom, I need your other hand to write on keep still. (To
caller) OK, what's the message? Yes, call Bob about the lemons on 8-09-5-2-4. OK, I'll pass that on. Thanks. Bye.

Tom:

Goodness. It's been crazy here since Denise left. Look we've even run out
of teabags. I'll go and get some, shall I?

Paul:

Hold on Tom. Has that invoice for Tutti Fruity been sent out yet?

Tom:

I dunno. Denise usually sends out the paperwork.

Anna:

I wish Denise was here!

Narrator:

So do we all! It sounds like chaos in the office but however hectic things
can get, remember to remain professional when answering the phone.
Here's a reminder of some of the phrases you could use

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We're a bit busy at the moment, could I take your name and number and
we'll call you back.
When would be a convenient time to call you?
Could I take a message please and I'll make sure he or she calls you back.
Anna:

Ah there you are, Tom, you've been a long time. I need to give Paul that
important message I wrote on your hand.

Tom:

Ah yes it's a bit tricky. You see, I went to the toilet and then I washed
my hands.

Anna:

Oh no, you've washed the messages off! What are we going to do now?

(Phone rings)
Tom:

Erm I'll get that, shall I?

Anna:

We can't carry on like this.

Narrator:

No you can't! Has Anna lost the numbers of two potential clients? Can the
company carry on like this? It certainly looks like it could do with another
pair of hands. What will happen next? Join us again next time for English
at Work. Bye!

Listening Challenge:
What has the office run out of?
(Answer: pens and paper)

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English at Work

Episode 54: Eating humble pie

Language for justifying your position
Narrator:

Welcome back to the chaotic offices of Tip Top Trading. Now Denise has left
the company, the place is a mess and important phone messages are being
lost. What can be done to make things better? I think we know the
answer!

(Door opens)
Paul:

Hi. Did anyone take a message for me while I was out? I'm expecting an
important call.

Tom:

Err no!

Paul:

Yes, maybe I was a bit hasty getting rid of her. It was really just to save
money.

Tom:

Yeah, but look, if we can't take messages from possible clients we're going
to lose even more money.

Paul:

Yes I suppose you have a point. Maybe I will to have reinstate her.

Anna:

You mean, get her back?

Narrator:

Yes Anna, he does. Another way of saying reinstate is he's got to 'reverse
his decision'. It means Paul has got to make an awkward call to Denise.

Tom:

Look Paul, you're going to have to call her and tell her you've made an
error a huge one actually.

Paul:

It wasn't that huge? Actually Anna, you're her good friend, would you like
to call her?

Anna:

Me?! B-b-but I can't.

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Narrator:

What a coward! I think it's time to stand your ground Anna. Tell him
"You're the boss, I think it's better coming from you", and remind him "it
was your decision so you need to explain the situation", and remind him
"this is your responsibility". You could suggest he says "I'm sorry, I made a
mistake and we would love to have you back."

Anna:

OK. Do you know what Paul, I think the news is better coming from you
just to make it official.

Tom:

Yeah Paul, you are the boss after all.

Anna:

And it was your decision in the first place so you need to explain that the
situation has changed.

Paul:

Well, maybe you're right but I can't tell her I'm wrong can I?

Anna:

Look, just say you're sorry. Tell her you made a mistake and I would love
to have you back we all would.

Paul:

Yes, you're right. I should do it. I'll just have a quick biscuit. Here goes
(Dials number)

Denise:

Hello?

Paul:

Ah... h-h-h-ello Denise. It's me Paulyour boss your ex-boss from Tip
Top Trading.

Denise:

Oh.

Paul:

How are you getting on?

Denise:

Well

Paul:

Good, good. Actually, I've been rethinking our staffing situation in the
office

Denise:

Yes?

Paul:

Andwell I'm sorry Denise I miscalculated my staffing numbers.

Denise:

You mean you made a mistake?

Paul:

Well, I suppose so. So... I would love to have you back in the office as
soon as possible. What do you say?

Narrator:

Let's hope they don't lose that contract. At least with Denise returning to
work, things will be a little more organised but for how long? Join us again
next time on English at Work. Bye!

Listening Challenge:
What does Paul tell Denise he has been rethinking?
(Answer: the staffing situation/numbers)

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English at Work
Episode 55: To show you the ropes
Language for telling someone what to do

(LIFT DOOR OPENS)

Tom:

Quick, gather round, here she comes.

(ALL CHEER)
Anna:

Welcome back Denise, we just couldn't survive without you.

Denise:

Oh bless you.

Narrator:

Yes welcome back to Tip Top Trading Denise. Paul, the boss, was a little
hasty in getting rid of her so now he's asked her back but negotiated some
new conditions which include learning how to be a Sales Executive, like
Anna. But who's going to show her what to do?

(DOOR OPENS)
Paul:

Oh, hello Denise. Nice to have you back. I suppose I had to eat my words
didn't I?

Denise:

Yes, well it makes a change from biscuits! Now, where have you put my
stapler and my red pens?

Paul:

Don't worry about that, I've got you a new stapler and a new desk, right
here next to Anna.

Denise:

Oh lovely.

Paul:

Well you wanted some experience in sales, so I thought Anna could show
you the ropes.

Anna:

Ropes? I don't have any ropes!

Narrator:

Anna, if you 'show someone the ropes' it means you explain to someone
how to do the job. You'll be great at that.

Anna:

Oh I see. Well I might know what to do but I'm no good at explaining it to

someone else.

Narrator:

Well the best way is to start at the beginning. Why not suggest to her to
'watch what I do', or give her some of your tasks and say 'please could you
make a start on these?' and then reassure her by saying 'I'm here to help
so please ask me if you need to know what to do.' Good luck.

English at Work

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- Denise I'm sure she'll become an excellent worker. Here are some of the
phrases Anna used to help her:

Let me show you the ropes.

Watch what I do for a while.
Why don't you make a start on this?
I'm here to help, so please ask me if you need to know what to do.
Narrator:

Let's find out how Denise is getting on.

Denise:

(Still on phone) So I said to him, it's just not my colouryes exactlyhold

on Marge, everyone's looking at me. I'd better call you back. Yes, tonight.
Bye!

bbclearningenglish.com

Narrator:

Oh dear, Tom's not that professional is he? Not like you Anna. You just
need to get organised and prioritise.

Anna:

I need to prioritise?

Narrator:

Yes. Decide what tasks need doing first and maybe delegate some tasks to
others. You could say to people "I've got to prioritise. This is the most
important so I'm going to concentrate on this first.", then you could say to
someone "It would be a great help if you could take on this other task".
You could also say "I'll have to put off some tasks until tomorrow". And if
you still feel under pressure, say to your boss "I need help, I have too
much to do".

Anna:

Thanks, good advice. I'm just writing a list of all the things I need to do on
my new mini me-pad.

Narrator:

Writing a list is a good place to start. Good luck!

Anna:

There, that's my list finished. Ah, Denise, sorry to bother you, but you
know that rota I was talking about?

Denise:

The one for ordering pens?

Anna:

That's it. Well, I'm so busy, I was wondering it would be a great help if
you could make a start on this? Please?

Denise:

Of course Anna. As it's you. If it was Tom asking, I would have said no!

Tom:

(Calling over) What's that Denise? Hey Anna, what are we going to do
about the designs for that plastic aubergine?

Anna:

Gosh, our new aubergine. Hmm, I'm going to have to put that off until
tomorrow I'm afraid.

Tom:

Oh right. Why, have you got something more important for us to do

together, eh?

Anna:

No Tom. I've just got to prioritise. This new order from Nice'n'Cheesy is the
most important, so I'm going to concentrate on that first. OK?

Tom:

Oh yeah sure. Me and you will have to wait until tomorrow! So so how's
it going with Dave from Computer Support?

Anna:

Very well thanks Tom. Last night he took me somewhere I've never been
to before.

Tom:

Really. Nice.

Anna:

Yes, a discount computer shop he bought me a mini me-pad.

Listening Challenge:
When is Anna going to look at the designs for the plastic aubergine?
(Answer: tomorrow)

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English at Work
Episode 57: A room with a view
Language for booking a venue

Narrator:

Hello again and welcome to English at Work. The team at Tip Top Trading
has lots to do, but now Anna has discovered she has to organise a launch
party for the new plastic aubergine. It's taking place at the end of the week
and nobody has organised a venue yet! I think Anna is going to need some
help.

(In Paul's office)

Paul:

So Anna, I'm sorry Tom didn't tell you but do you think you can turn
something round by Friday?

Anna:

I'll try, but what do I need to do?

Paul:

Oh not much, book a room somewhere, send out some invites arrange
some food and drink that sort of thing.

Anna:

That's all?!

Paul:

You can do it - you're great at this kind of thing. And get the team to help.

Anna:

Well, I'll give it a go. See you later.

Paul:

Thanks Anna. And don't forget to order some of those posh Belgian
chocolate biscuits, they always go down well with the clients.

Narrator:

Oh dear Anna. It looks like you have your work cut out.

Anna:

Cut out?

Narrator:

I mean, you have a difficult job to do - but as Paul says, you can do it.

Anna:

Thanks.

Tom:

Are you OK Anna? You look a bit worried.

Anna:

I am. You forgot to tell me about the product launch on Friday and now
Paul wants me to organise it.

Tom:

Did I? Oh sorry. Look, if I can help in any way, just let me know.

Anna:

Well, you could book a venue for the launch.

Tom:

Ahh yeah just remembered, I've got some Imperial Lemons I need to
send out. Maybe later, yeah?

Anna:

How am I going to find a venue for the launch at such short notice?

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Narrator:

You need to ask for recommendations, search on the internet, or look in

the phone directory, and then make a call. You need to say "Could I check
availability for your venue please?", then ask "What business facilities do
you have?" and "How many people can the room or venue hold?" You could
ask "Can you provide hospitality?" that's things like food and drink.
Finally, don't forget to ask "How much does it cost?"

Anna:

Thanks, there's a lot to ask. Hi Denise, I've got to book a venue for our
plastic aubergine launch. Have you any ideas?

Denise:

Well, my friend Marge works for a hotel company that has conference
facilities. You could give her a call. Look, here's her number.

Anna:

Oh, thanks Denise. Let's give it a try 02075692.

Marge:

Hello, the Pitz Hotel. Margery speaking.

Anna:

Oh hi, this is Anna from Tip Top Trading, I'm a friend of Denise's.

Marge:

Oh hi Anna. I've heard all about you. What are you ringing for?

Anna:

I need to check availability for your venue for a product launch we're
doing.

Marge:

Right! Well, I'm sure I can help. We do have a conference room. When is it
for?

Anna:

This Friday.

Marge:

Friday! This Friday? Well that's a bit tricky: the room is being decorated
at the moment.

Anna:

Oh.

Marge:

But we do have a smaller room that you could use it's got a lovely view
of the car park.

sandwiches, canaps that really means cheese and pineapple on sticks.

Anna:

I wonder, can you also provide Belgian chocolate biscuits?

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Marge:

I'm sure we can.

Anna:

That's great! OK and most importantly, how much does it cost?

Marge:

Well, to book the room for 2 hours usually costs 1,000. The hospitality is
extra but as you're a friend of Denise, I'll throw it in for nothing.

Anna:

You'll throw the food and drink in?! Won't that get messy?

Marge:

No - I mean we'll provide it for free. Just don't tell anyone, otherwise
everyone will expect it!

Anna:

Well, that's fantastic Marge. Thanks. If you can send us an invoice, we'll
sort payment out as soon as possible.

Marge:

Bye Anna, and tell Denise I'll see her for our Zumba class tomorrow.

Narrator:

Anna has saved the day again. The launch party for the plastic aubergine
can now go ahead. If you're trying to book a venue for a business meeting
or product launch, here are some of the phrases you could use:
Could I check availability for your venue please?
What business facilities do you have?
How many people can the room or venue hold?
Can you provide hospitality?
How much does it cost?

Denise:

So Anna, was Marge any help?

Anna:

Yes. She found me a room and gave me a good deal. We just need to
invite our clients now.

Denise:

I can do that. I think it's best if I call them - there's no time to post out
invitations.

Anna:

Good idea.

Denise:

But I just need to give Marge a call first, just to check a few things.

Tom:

Typical Denise. Nothing's more urgent than talking to Marge!

Narrator:

He can talk! If you need something doing it seems like Anna is the woman
you need. Find out what else she is capable of in the next episode of
English at Work. Bye!

Listening Challenge:
What does the room that Marge offers Anna, have a view of?
(Answer: the car park)

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Paul:

Leave that to me and Denise to organise. It'll be in err safe hands.

Narrator:

Hmm, I'm not so sure about that. Anyway Anna, your priority now is the
order for Nice'n'Cheesy. You're going to have to tell the team "We have an
order we need to process urgently", and "We need to pull out all the stops
to get this sorted". You could also say "This is our number one priority" and
then delegate tasks to the team to help you get the order sorted. Good
luck!

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Anna:

Oh thanks. Tom, I need your help. It's that order for Nice'n'Cheesy, we
need to process it urgently.

Tom:

The order? I sent that out ages ago, with the paperwork.

Yes, of course. Thanks very much and sorry again. We hope to see you
again soon. Bye

Tom:

Yeah, cheers.

Jane:

Goodbye.

(Door closes. On the street)

Tom:

Phew, well done Anna. I think you saved the day once again. Hey, hold on,
isn't that your boyfriend, Dave from IT, over there?

Anna:

It is. But who's he with?

Tom:

You mean, who's he holding hands with? It's Julie from accounts!

Anna:

No, it can't be It is! (Getting upset) What's Dave doing with another
woman?

Tom:

I dunno but I never trusted him. Come on Anna, you need a drink a big
one.

Narrator:

Oh dear. Poor Anna, it looks like Dave's been cheating on her, but she
needs to keep a clear head for the big launch of the plastic aubergine
tomorrow. Will she be led by her head or her heart? Find out next time on
English at Work. Bye!

Listening Challenge:
What has Anna made her number one priority?
To get the grapes to Nice'n'Cheesy

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English at Work

Episode 59: The show must go on

Language for presenting a new product
Narrator:

Welcome back to English at Work. Its an exciting day for Tip Top Trading.
Its launching its latest product the plastic aubergine. The launch is
taking place at a swanky hotel; lots of clients have turned up - but theres
one important person missing.

Denise:

(whispering) Has anyone seen Anna?

Paul:

I havent seen her all morning. Tom, you were with her last.

Tom:

That was last night at the pub. She was drowning her sorrows.

Denise:

Drowning her sorrows?

Tom:

Yeah. She saw Dave from IT with another woman Julie from accounts,
actually. She was very upset.

Denise:

Oh poor Anna.

Paul:

So you left her drowning in the pub? And whos got the prototype
aubergine to show at the launch?

Tom:

Oh no! Anna has. Its in her bag. What are we going to do?

Denise:

Panic!

Paul:

No Denise. Calm down. Ill just have to make a start and Im sure Anna will
turn up. OK, here goes. (Clears throat) Excuse me everyone, could you all
gather round? Our presentation is about to begin.

Tom:

Ill change the slides for you on the computer Paul. Im good with
technology.

Paul:

Okey dokey. (Stumbling over words) Ermmladies and gentlemen, thank

table. It shows youre serious about food.

Client:

I like it!

Narrator:

Well done Anna. She gave a clear presentation, and sounded enthusiastic
about the product. Heres a reminder of some of the things she said:
It is made of the highest quality plastic and Im convinced its something
your business needs.
This product has been designed to the highest specifications. Its tough and
durable.
It is the perfect decoration on any caf or restaurant table.

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We can offer you a generous discount. Plus, all our products come with a
money-back guarantee.
Anna:

Thanks for listening. Tom has a few slides to show, which illustrate how the
aubergine has been designed. Tom Tom?

Tom:

(whispering) Oh no, its frozen, the slides wont change.

Dave:

(From back of room) Its OK, I can fix it, I am the IT guy after all.

Tom:

Dave? What are you doing here? Cheating on Anna like that. Here Anna,
give me that aubergine.

Anna:

Tom, no!

Tom:

(Throwing the aubergine) There, thats for upsetting Anna.

(Window smashes)
Dave:

Ha ha - missed me!

Denise:

Ha! Well the aubergines certainly tough and durable.

Paul:

Tom, Anna, I think wed better talk about this back in my office.

Narrator:

Crikey! That was certainly a spectacular presentation. Lets hope Toms

outburst doesnt stop the orders flying in but not via the window! Find
out next time on English at Work. Bye!

Listening challenge:
In her presentation, what does Anna suggest using the plastic aubergine for?
(As a perfect decoration on tables in cafes and restaurants.)

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English at Work
Episode 60: Stepping aside
Language related to getting the sack

Narrator:

Hello again and welcome back to English at Work. Last time we heard the
team from Tip Top Trading having a smashing time at the launch of its
plastic aubergine. Tom threw one at Dave from the IT department, but it
missed him and went through a window! It's time for Paul to hand out
some harsh words.

(Door shuts)
Paul:

That behaviour just isn't on.

Tom:

Sorry Paul but it was quite funny wasn't it?

Paul:

No it wasn't.

Anna:

Sorry Paul, Tom was just angry with Dave. I thought he liked me but we
saw him with Julie from accounts.

Paul:

Really? He seemed such a decent chap anyway, don't do it again. OK?

In the meantime, you're going to have to pay for that broken window.

Tom:

What hey? Bbbut

(Phone rings)
Paul:

Now, excuse me, I need to take this. (Answers phone) Hello, Paul Smith
speaking. Ah, Mr Socrates yes ah, you've heard

Tom:

(Whispering) Crikey, come on we'd better go.

(Door shuts)
Denise:

That was a good shot Tom! Looks like it's made an impact on Dave. Look,
he's sent Anna some flowers.

Anna:

Oh there's a note on it. It says "You can count on me" but no name.

Denise:

That is a strange thing for him to write.

Anna:

Hmm, it is and it's not his handwriting.

Tom:

Maybe a secret admirer eh? I wonder who it could be?

(Door opens)
Denise:

English at Work

Are you OK Paul? You look as white as a sheet.

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Paul:

I'm not actually. Mr Socrates says he's having a strategic review.

Anna:

A what?

Narrator:

He means he's been looking at how the business is operating and how it
should operate in the future.

Anna:

That sounds serious.

Paul:

And as part of his review, he says he wants to downsize and he's asked
me to step aside.

Anna:

Why? What are you in the way of?

Narrator:

No Anna. To step aside is a polite way of saying to leave your position in

the company.

Anna:

Oh. I don't understand Paul. Why?

Paul:

He says the company needs new direction and more dynamic leadership.

Tom:

Crumbs Paul, you can't get more dynamic than you! (sniggers).

Anna:

Tom! But Paul, you've been a great boss.

Paul:

Thanks Anna. I guess it's the economic climate, we're not making enough
money so cutting staff is inevitable.

Tom:

Yeah but you cut Denise's job.

Paul:

Yes but we had to get her back because she was necessary for the
smooth running of the department.

Denise:

That's right.

Paul:

But Mr Socrates says I'm 'surplus to requirement'.

Anna:

Oh, that doesn't sound good does it?

Narrator:

If Paul's job is 'surplus to requirement', it means his input to the business

is no longer needed. So it's not good news.

Paul:

Anyway Anna, Mr Socrates wants to know if you got his special message?

Anna:

Special message? The flowers!?

Denise:

That's strange. Why is Mr Socrates sending you flowers?

Narrator:

It is a bit strange. Anyway, Paul's news has come as a shock for

everyone. Here are some of the phrases Mr Socrates used to break the
bad news:

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I've been doing a strategic review of the company.

I need to downsize.
I need you to step aside.
The company needs a new direction and more dynamic leadership.
You are surplus to requirement.
Anna:

Right, I'm going to have to call Mr Socrates and find out why he's sent me
flowers.

(Anna phones Mr Socrates)

Mr Socrates: Socrates who wants me?
Anna:

Erm hello Mr Socrates it's Anna here, in London.

Mr Socrates: Anna! My favourite girl. Please call me Brad. So glad you called.
Anna:

I needed to speak to you about the flowers you sent me. I'm very
flattered but I don't think

Mr Socrates: The flowers?! Sorry honey, I haven't sent you any flowers but I have sent
you an email have you read it yet?
Anna:

No. What did it say?

Mr Socrates: I was saying that as I'm giving Paul the chop, would you like a
promotion?
Anna:

A promotion?

Mr Socrates: Yes. You have been an outstanding member of the team so how would
you like to be the new manager of Tip Top Trading's London office?
Narrator:

What a fantastic opportunity and one that Anna surely can't refuse or
can she? And who did send Anna those flowers with a message saying
"You can count on me"? Find out what her answer is in the next English at
Work. Bye.

Listening Challenge:
Who do you think sent Anna the flowers?
Answer: A secret admirer/we don't know yet!

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English at Work

Episode 61: Decision time The final episode

Language for offering and accepting promotion

Narrator:

(Whispering) Hello again and welcome back to the final English at Work.
Mr Socrates has sacked Paul from his position as manager of Tip Top
Trading and hes offered Anna a promotion to be the new boss. But will
she accept? Whats wrong Anna?

Anna:

I feel bad about replacing Paul. Hes been good to me.

Narrator:

Its business Anna. Hes just not up to the job but you are.

Anna:

Thanks. But why me? Can I do the job? Im not as experienced as Tom.

Narrator:

I think we have seen over the year that you definitely have more
experience than Tom! Go on Anna, you can do it.

Anna:

Hmmm.

Mr Socrates: (On the phone) So Anna what do you say? Will you replace Paul as the
new boss of Tip Top Trading? Come on Anna. This promotion recognises
your achievements at the company. Its an opportunity of a lifetime.
Anna:

I know.

Mr Socrates: Youll be my right-hand man.

Narrator:

I think he means right-hand woman! It means youd be his most trusted

and invaluable assistant.

Anna:

I see.

Narrator:

Anna, if you need time to think you could say thank you for your kind
words and, could I have time to consider your offer?

Anna:

Erm, Mr Socrates. This news has come as a bit of a shock. Thank you for
your kind words but please could I have some time to consider your
offer?

Mr Socrates: Oh OK Anna. But dont leave it too long. I have a habit of changing my
mind.
Anna:

OK, Mr Socrates I mean Brad Ill call you back soon. Bye.

(Anna puts the phone down)

Tom:

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Oh has Mr S offered you Pauls job by any chance?

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Anna:

Yes!

Tom:

And you said youd think about it?

Tom:

Uh?

Anna:

You can count on me. That was the message with that that bunch of
flowers someone sent me. It was you wasnt it?!

Tom:

(Flustered) Well err I suppose yes it was me Anna. I couldnt help

it. I I love you Anna.

Anna:

Do you know what Tom I quite like you too I think youre sweet
(giggle). Now come on and give me a kiss.

(Door opens)
Paul:

Oh crumbs, shall I come back later?!

Tom:

No its ok Paul. Were just getting to know each other a bit better. In
fact, Anna Id like to ask you something.

Denise:

Oh, why is Tom getting down on one knee?

Paul:

I expect hes dropped one of his contact lenses.

Tom:

No its not that. Anna, Id like to ask you something err will you will
you marry me?

Anna:

What?!

Narrator:

Crikey, what a dilemma. Now Annas got two important questions to

answer. Will she take the job as Tip Top Tradings newest and youngest
manager? And will she marry Tom? Heres a reminder of what Mr
Socrates had to say about her:

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This promotion recognises your achievements at the company.

Its an opportunity of a lifetime.
You would be my right-hand man.
Narrator:

And if Anna accepts the job, heres what she could say:
Id be delighted to accept. Thank you.
When would I start?
Could we discuss the terms and conditions of the new job?

Narrator:

Lets find out what Anna has to say.

Anna:

Oh Tom, I dont know what to say. Its come as a bit of a shock. Can I
have some time to think about it?

Tom:

I suppose.

Paul:

I think its up to Anna to say what she wants.

Anna:

Quiet! Look everyone, I cant decide what to say to you Tom, or Mr

Socrates. So Ive decided Im going to take a short holiday to have some
time to think.

Tom:

Good idea. Where shall we go to?

Anna:

On my own Tom. When I return I will give you my answers.

Paul:

Crumbs. I think Id better get a biscuit.

Narrator:

A good idea Anna. But were going to have to wait a while to find out
what she decides. She needs a rest after learning so much during her
year at Tip Top Trading. We hope youve enjoyed learning with her and

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now feel more confident in using English at work! Thats all from me and
the team at Tip Top Trading for now. Until we meet again, bye!
Listening Challenge:
What new job is Paul going to do?
Answer: Hes going to be Head Taster at Better Biscuits.

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English at Work
Episode 62: Annas decision
Language to announce your decision

Narrator:

Hello again and welcome back to English at Work - the drama about life
at the plastic fruit production company called Tip Top Trading. You may
remember Anna, the companys newest and brightest sales executive,
was offered a promotion and a marriage proposal at the same time. Shes
taken time out to think about her reply but everyone in the office really
misses her.

Tom:

(Pouring his heart out) I dunno Denise, Id be good for Anna, I think we
would be been a perfect pair. Mr and Mrs Darcy it sounds good

LIFT DOOR OPENS

Anna:

Im back!

Tom:

Anna! Iwe werent expecting you.

Anna:

Yes I can see perhaps you could tidy up your desk Tom.

Tom:

Very funny Anna still trying to be the boss! So did you have a good trip?
Did you get some head space?

Anna:

Eh?

Narrator:

He means time alone to think about the things you want to think about.
Tell him youve been chewing things over it means youve been thinking
about your proposals and say I have come to a final decision.

Anna:

OK, well its true; I have done a lot of thinking. (To Tom) Tom, I did have
some head space and a chance to chew things over

Tom:

Yes! Yes! And?

Anna:

And Ive come to a final decision. The answer is yes. I accept. Theres
no doubt really I should give it a go I need the experience and
besides, whats the worst thing that can happen?

Tom:

Oh Anna. Im so happy. You wont regret your decision.

Narrator:

Hmm is Anna really saying yes to Toms marriage proposal or has

there been a misunderstanding?
Here are some of the phrases weve heard today:

Ive had a chance to chew things over

Ive come to a final decision

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Ill give it a go
You wont regret your decision
Narrator:

Find out if we can look forward to Anna and Toms wedding in the next
episode of English at Work. Bye!

Listening Challenge:
What does Anna ask Tom to do?
Answer: Tidy his desk.

DOOR SHUTS
Listening Challenge:
What word does Tom use to say he is leaving the company?
Answer: Quit.

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English at Work
Episode 64: Something's missing
Language for getting down to business
Narrator:

Hello again. At the offices of Tip Top Trading things are a bit strange after
Tom walked stormed out in a huff after realising that Anna was never
going to marry him. So Anna, I suppose you can get on with being the
manager now?

Anna:

Yes, I suppose so. But somethings not right.

Narrator:

Struth! Tom really is going too far to the other end of the world in fact.
Does this mean well never hear from Tom again? For now, lets remind
ourselves of some of the phrases Anna used to deal with a difficult
situation:

Ill be advertising for a replacement for Tom today

I want to make some changes in the office
I need to turn this business round
Im keen to hear your ideas
Anna:

but work can wait. Ive got to get to the airport quickly before Tom gets
on that flight. Taxi! Taxi!

Narrator:

This is going to be interesting!

Listening Challenge:
What phrase means to admit you are wrong?
Answer: To swallow your pride.

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English at Work
Episode 65: Last call for Tom
Language to say youve changed your mind
Narrator:

Hello and welcome to English at Work where things have got rather
dramatic. Anna is on her way to the airport to try and catch Tom before
he boards his flight to Australia and his new life on the other side of the
world. But will she get there in time?

TAXI DOOR SHUTS/AIRPORT NOISE

Anna:

Thanks. (In a panic) Excuse me, do you know where the check in desks
for flights to Sydney are?

Man:

Yeah, over there luv desk number 47.

Anna:

OK, thanks.

AIRPORT FINAL CALL ANNOUNCEMENT

Tom:

(Chatting up woman at desk) yeah, I always fly business class, its the
kind of guy I am shame youre not available to fly with me but you
know

Anna:

Hmm, I dont know.

Passenger 1: Tell him Ive been doing a lot of thinking.

Passenger 2: Say, I didnt realise how much I missed you until you had gone.
Passenger 3: And tell him, Ive changed my mind, I will marry you!.
Tom:

Yeah, yeah, I heard all that and that other man who youre always talking
to.

Narrator:

Oh right!

Anna:

I see. Well Tom, will you marry me?

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Tom:

Why should I after all youve put me through?

Narrator:

Yeah why should he?

Anna:

Because Tom youre a funny guy and I love you and I cant live
without you.

Passengers:

Ahhh!

Tom:

Let me think about this oh if you put it like that then yes, I will marry
you!

Anna:

Oh Tom!

Narrator:

Hooray. At last! We got there in the end but not without using these
phrases:

Ive been doing a lot of thinking.

I didnt realise how much I missed you until you had gone.
Ive changed my mind, I will marry you!
Narrator:

And

I love you and I cant live without you!

Tom:

I wont be needing these anymore (rips up his ticket)

Narrator:

Join us very soon for the English at Work wedding of the year. Bye!

Listening Challenge:
What class does Tom claim he always flies in?
Answer: Business class.

English at Work

British Broadcasting Corporation 2013

Page 2 of 2

bbclearningenglish.com

English at Work
Episode 66: The Wedding Day
Language for a wedding

Narrator:

Hello and welcome to English at Work where the day has finally come
it's Anna and Tom's wedding. All their friends, work colleagues and
business acquaintances are there such as Mr Lime

Mr Lime:

Fantastic Anna, fantastic!

Tom:

(whispering) Yuk, Slimey Limey, I never liked him. Sorry about the
venue Anna but it's all we could get at short notice.

Anna:

I think the office at Tip Top Trading is an ideal place for a wedding and
besides the

DOOR OPENS
Mr Socrates: Anna! My favourite girl. I got here as fast I could. I thought I was the
only man for you but I guess Tom has stolen that title! Your choice Anna,
your choice!
Anna:

Oh hello Mr Socrates, this is a nice surprise. Come over here and say
hello to Tom.

Mr Socrates: Hey Tom.

Tom:

Oh hello Mr S. Nice to see you. You're not doing any firing today are you?

Mr Socrates: Of course not Tom. In fact, as a kind of wedding present, I wondered if

you wanted a new job? I'm offering you a chance to manage my new
office in Paris.
Tom:

Me?! Manager in Paris! Well Mr S

Anna:

(coughs) Tom aren't we about to get married start a life together?

Tom:

Oh yes.. erm, thanks Mr S for you kind offer but I will have to decline. I'm
about to spend the rest of my life with this wonderful woman.

Registrar:

Ladies and gentlemen, please could you take your seats. The marriage
ceremony is about to begin.

MURMOUR OF PEOPLE SHUFFLING AND SITTING DOWN

Registrar:

English at Work

Do you Anna Jane Wijaya...

British Broadcasting Corporation 2013

Page 1 of 2

bbclearningenglish.com

Mr Socrates: out the way, give me that paper. (Clears throat) Do you Anna Jane
Wijaya take Tom Brian Farquhar Darcy (everyone sniggers) to be your
lawfully wedded husband? To have and to hold from this day forward?
Anna:

Ermm, errr

Narrator:

Come on Anna. This is the most important phrase in the whole series!
It's 'I do'!

Anna:

Oh yes, of course I do.

Mr Socrates: And do you, Tom Brian Farquhar Darcy

Tom:

it's a deal I do. Come on Anna, give us a kiss.

EVERYONE CHEERS/DENISE CRIES

Anna:

Oh Denise!

Narrator:

Ahh. It looks like Tom has signed the best contract of his career but not
without these phrases:

Thank you for your kind offer but I will have to decline
It's a deal
I do!
Anna:

Thanks to everyone for making this a special day. If it wasn't for Tip Top
Trading I wouldn't be starting a new life as Mrs Wijaya-Darcy.

Tom:

Wijaya-Darcy? Shouldn't it just be Mrs Darcy?

Anna:

I'm the boss now Tom at work and at home!

Narrator:

Congratulations to Anna and Tom. We have a happy ending let's hope

Anna's journey has inspired you to learn English at work.

Everyone:

Bye!

Listening Challenge:
What does Mr Socrates offer Tom?
Answer: A job as manager at the office in Paris.

English at Work

British Broadcasting Corporation 2013

Page 2 of 2

bbclearningenglish.com

English at Work
Christmas special 2013
Where's my bonus?

Narrator:

Hello and welcome to our special edition of English at Work. Anna's now
the boss of Tip Top Trading. She's also married Tom, the sales executive.
But working in the same office as your husband can be awkward. Let's
join them in their weekly meeting.

Anna:

so, remember to save all your work in the correct folder. OK, next on
the agenda is Christmas. We've all been invited to the Association of
Plastic Retailers' Christmas Ball this Friday!

Tom:

Whay! A ball a posh party lots of booze and crisps and nuts.

Denise:

Be careful Tom, you know you can't handle too much alcohol.

Tom:

Hey, what? Well, at least the drink will be free, which means we won't
have to spend a penny of our end-of-year bonus.

Anna:

Hmm yes that was the next item on the agenda. Our end-of-year
bonus. Well you see there isn't going to be a bonus this year.

Tom:

What! No bonus?

Denise:

I've been working really hard.

Tom:

This isn't fair.

Narrator:

Anna. You needed to break that news gently. Explain why there's no
bonus give them the facts.

Anna:

The facts?

Narrator:

Yes. Tell them that 'we're operating in tough economic conditions' and 'we
need to meet our sales targets'. And you could tell Tom to 'pull your
socks up'.

Anna:

Pull his socks up? Most of his socks are on the bedroom floor. He should
pick them up rather than pull them up!

Narrator:

Denise:

Oh, leave that to me Anna. I've got a wonderful dress you can have. I'll
make sure that you'll be the 'belle of the ball'!

AT THE BALL
Waitress:

Champagne sir?

Tom:

Oh yeah, you bet. Thanks. Hey Denise, smart party isn't it?

Denise:

It's wonderful but be careful how much you drink, Tom. Remember last
year's Christmas party?

Tom:

Oh, that was because I ate too many mince pies.

Denise:

Right. So, have you calmed down after your little outburst at the meeting,
Tom?

Tom:

Oh yeah. I just need to show Anna who the boss is sometimes.

Denise:

Really!? So, Anna must have told you that we have to make one more
deal if we want to get our bonus?

Tom:

No! Our pillow talk doesn't go that far. One more deal, hey? Excuse me a
moment Denise I've got work to do. (Walks off)

ANNA WALKS IN
Anna:

Hi Denise.

Denise:

Anna, you look gorgeous.

Anna:

Thanks Denise and thanks for the clothes. You are my fairy godmother!
This dress is wonderful, where did you get it from?

Denise:

Actually, it's a wedding dress - I bought it when I was hoping to marry a

man called Frank, although it turned out Frank wasn't much of a man.
(Starts to cry)

Denise:

That's my wedding dress!

Narrator:

Oh well. Tom has certainly made his mark at the Christmas ball! I wonder
what challenges next year will bring for the team at Tip Top Trading.
Thanks for listening and happy Christmas!

All:

Merry Christmas and a happy New Year!

Listening Challenge:
What does Anna end up wearing to the ball?
Answer: Denise's wedding dress

English at Work

British Broadcasting Corporation 2013

Page 4 of 4

bbclearningenglish.com

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