Wie Vt 134 UPPER INTERMEDIATE ROW UEC bm CGR BB Otc i MACMILLAN>-Business B 2 UPPER INTERMEDIATE John Allison and Jeremy Townend with Paul Emmerson MP Loe 4 |j2, +(ater) MACMILLANThe Business 2.0 B2 UPPER INTERMEDIATE To the student ‘The objective of Business 2.0 is to help you learn two things: how to do business in English and the language you need to do it. The new language and structures are presented in the Student’: Book whilst the eWorkbook provides language practice and extension. Here is a summary of what you will find in each, Student's Book The modules ‘The Student’s Book contains 48 modules in eight units. Each unit deals with a key sector of activity in the business world. There are six diflerent types of module: 4 Speaking Aan) 6 Case study Internet era Every module includes an Internet research task to encourage you to explore the topic in ‘more detail. ‘The tasks can be done before or after working on the module, Remember that to search for an exact phrase, you may get more accurate results if you put quotation marks around it.Other features In addition to the eight main units, the Student’s Book contains the following: Business fundamentals ‘This opening section introduces you to basic business principles and vocabulary. It provides a solid foundation for you to build on in the course and will help you get the most out of all components of Tie Business 20 Reviews ‘These units can be used in three ways: to consolidate your work on the unit you have missed a lesson, and to revise before tests or exams. Additional material This section contains all the extra materials you need to do pair- or group-work activities. Grammar and practice This section gives a useful summary of grammar rules with clear examples, and also provides further practice of the essential grammar points in this level of the course Recordings Faull scripts of all the audio recordings are provided, allowing you to study the audio dialogues in detail. However, try not to rely on reading them to understand the listenings - very often you don't need to understand every word, just the main ideas. Glossary In each module, there is a short glossary of words you may not know The definitions for these are in the Glossary at the back of the book. Words in red are high-frequency items, which you should tay to learn and use. The others, in black, are words you just need to understand, Workbook TheBusiness 20 eWorkbook provides everything you would find in a printed Workbook, as well as extra multimedia resources. It is mainly intended for selfstudy or home study and contains ‘material to support and enhance the activites in the Student's Book. Language practice ‘This section contains activities to consolidate the language presented in the Student's Book. You can practise grammar, vocabulary, listening, pronunciation, reading and writing. Wate ‘This section contains a video clip and worksheet to accompany each unit in the Students Book. The video clips are episodes of a mini-drama that illustrate the communication and people skills in ‘each unit, The exercises allow you to practise the functional language in the video. Tests You can test yourself at any point in the course using the eWorkbook, by setting either the time or the number of questions. Your test scores are recorded for your reference. Print and work ‘This section offers a pen-and-paper version of the activities in the Language practice section, You can also download the audio tracks required for these activ to catch up quickly if Grammar help You can refer to this section for helpful grammar rules and examples. Word lists ‘This section contains the key words and definitions from the Vocabulary modules in the Student's Book, Dictionary Use the Dictionary Tool to link to the Macmillan Dictionary online hhutp://wwwmacmillandictionary.com ‘Writing tips ‘This section provides explanations and exercises on aspects of writing, such as spelling, punctuation and paragraphing, Listen ‘This section contains all the audio recordings from the Student’s Book and eWorkbook, together with the audio scripts. You can download all the material in this section to a mobile device for listening on the move. We sincerely hope you will enjoy working with //heBusiness 2.0. Good luck! John Allison Jeremy Townend Paul Emmerson TheBusiness20tenes bia 1 n and. 41.3 Tense review ' Building a "Read re ating te Past, present and future career tenses fie, ‘Time markers 2 2.3 Comparing solutions nfonaneen and getting help Comparatives and superlatives ace 22 Polite requests and responses 3.3 Passive structures and have something done ‘e+ past participle (past, present and future tenses, modal) i ‘have something done 4 4.3 Regrets, speculation Feedback and habits PAGE AB imodals + have + past participle Third conditional ) used to; belget used t0 5 5.3 Questions for Selling more persuading PAGE ba Question tags Negative questions a 6.3 Future continuous New business and future perfect oneal will be doing will have done will have been doing 7.3 Cause and effect, ability, articles ‘owing to, stemmed from, ‘eee Discussion: Accountancy asa career led to, resulted in, etc choice : A «an, oul, wasiwere abe to, ‘managed to, succeeded in, ete 8 8.1 Fairtrade or fee trade? 83 Obligation and Fairtrade Reading: Why fair trade i 9 bad permission, inversion deal F an, can't, must, mustn’s ee Discussion: Fair trade vs. fee tra hhave to, don't have to, (nat) be allowed to Using inversion in lego! documents a SEM vases i213 Additional material paces114-t21 Grammar and practice PAGES 122-137 Recordings PAGES 138-147 Glossary Paces 42-159Bee eyBusiness tundamentals industry groups and sectors types of business, business models and management structure beverage dividend equities utility Cree caret? | Discussion [Ell With a partner, decide which industry group and sector these companies belong to. BASF Boeing Carrefour China Life GlaxoSmithKline Google Nestlé Total Industry group Sector & Gas Producers, Oil Equipment & Distribution, Alternative Energy Basic Materials Industrials Construction, Aerospace & Defence, Packaging, Electronic & Electrical ‘ Equipment, Engineering, Transportation, Business Support Services Consumer Goods Automobiles, Food & Beverages, Personal & Household Goods, Tobacco Health Care Health Care Equipment and Services, Pharmaceuticals & Biotechnology Consumer Services Retail, Media, Travel & Leisure Telecommunications Fixed and Mobile Telecommunications, Util Electricity, Gas, Water Financials Banks, Insurance, Real Estate, Equities Technology Software, Hardware, Computer Services [EA List five large companies in your country. Identify their industry group and sector. Reading EI Read the summaries and name companies or people you know for each category. Type of business ea etrcttae arte etre ere iy eer eee nee Pee eee neers ene eee ie ner eer ee adie eine emery eer cyto eet Toes not te over: Ths capaiy is private charecanuot be 90K he pubic Be cate creat Caer cn nisCare CaN tan en ea et ‘who receive dividends and who may gun or lobe roney if te share price goes up or dow, Business model 'B2B (business to business) Companies sell to companies. B2C (business o consumer) Companies sel fo individuals. ZC (consumer to consumer) Individuals sll to individual BB2B2C (busines to busines to consumer) Thrc-party vendors or consultants el a company’s prodiuets to consumers. ‘Management structure ‘The Board Chairman, CEO, CFO, Non-Executive Directors ‘The Management Committeltop management CEO, CFO, Directors of Marketing, HR, IT et Middle management Managers of divisions, departments, branches ete. Supervisory/fitst line management Supervisors, team leaders, etc Discussion IG In groups, discuss the questions. 1 Which sectors and types of business would/wouldn’t you like to work in? Why? 2 What level of management do you hope to reach in the short term and in the long term?the business ycle | the investment cycle Reading [Ell Read the article and choose the best alternative in bold. The Business Cycle Economic growth usually follows a pattern of contraction and expansion punctuated by troughs and peaks, ‘When an economy is in recession, central » banks lower interest rates to encourage spending. After reaching market bottom, stock markets start to invest in the technology and industrial sectors, The ‘bull market begins well before recovery is \o visible in the economy. ‘The stock market reaches market top before full recovery in the economy, and investors move into staples and services. But as growth increases, 50 does inflation and central banks raise interest rates in order to control it. ‘The markets then expect a period of contraction and become bearish: investors prefer '» to invest in utilities and bonds. Economic growth starts to slow, the economy moves into recession and the cycle continues, DA 1 Interest rates usually rise / fall in a period of recession. 2 Wha nitoninereaecntal anon ale ere bear market 3 A bull market is optimistic / pessimistic about the economy, bond 4 Abear market begins before / after recession. bullmarket 5 Bonds are a more popular investment than stocks in a bull market / bear market hori raster fool investor El Read the article and mark statements 1-5 T (true) or F (alse). | staple trough The Investment Cycte value investor ‘The first phase is accumulation, After the market has bottomed, innovators and early adopters begin to buy at attractive prices in a market which i still bearish, ‘Tn the mark-up phase, the fear of the cnn majority of investors of losing money becomes weaker than the desire to make a profit and investors become fist bulish, then excited and finaly even euphoric - ‘onthe distribution phase, value investors begin to sell, Prices can remain high for some time and greater fool investors continue to buy, hoping for further rises. Eventually, prices drop and sellers settle for a breakeven ora small loss Mark-down is the most painful phase. ts oly when the market has plunged 50% or zmore that many investors frst panic, then give in ; ‘Adapted from bp ncestopedia com L_ Barly adopters are unwilling to take risks, C] 2. Innovators buy when the market is bullish and sell when it is bearish. 3 Most investors buy when prices are rising and sell when they are falling. [J 4. During the distribution phase, value investors wait until prices begin to drop before selling. [) 5. Greater fool investors prefer (o make a small loss rather than accept a breakeven. (] Discussion El In groups, discuss the questions. 1 What stage of the business cycle is the economy in now? How long will it last? 2 What are the advantages and disadvantages for individuals, companies and countries when central banks a) raise or b) lower interest rates? TheBusiness20 7Business fundamentals eee producing a breakeven =| Rea analysis chart | 15 Ell Read the article and complet igures a-d in income statements A and B. Ce Cae Oren! | Pekand Zeb Zazed Records A sf fined cost Duchovny {Income statoment igus in EK) ‘operating profit L started their own Salos revenue 5 | plot independent Less variable costs in| royalty $ recordlabel five “costat goods sa [6 [60 sales revenue years ago.2ZaZ2D roman 15 I variable cost Records receives around half of a CD's [Artists royalies wholesaler €15 recommended retail price (RRP) from wholesalers, who then sell on to record stores at around 60% of RRP. Choosing the ‘ight music is critical: income statements ‘and B illustrate the difference botwo selling (A) 10,000 and (B) 100,000 records. Operating profit loss) Clearly, identifying breakeven point is ™ ‘essential. What's more, the music business is going through @ major ‘evolution withthe rise of digital downloads (DD), For ZazeD. Records, DD sales are bad eves APH aro aS lower, so although manufacturing costs are close to zero and royalties one third lower, revenues are 33% less. than for CDs, [El Draw a breakeven analysis chart with € on the vertical axis from 0 to 750, and sales on the horizontal axis from 10K to 100K. (See the example on page 113.) Enter the following information: 1 Draw a horizontal line representing ZaZeD Records’ fixed costs. 2 Plot the sales revenues for turnover of a) 10,000 and b) 100,000 albums and draw a straight line connecting these two points. 3 Plot the total for fixed plus variable costs for turnover of a) 10,000 and b) 100,000 albums and draw a straight line connecting these two points. 4 With a partner, calculate the same revenues and costs for digital downloads rather than CDs. Using another colour, draw lines for DD revenues and total costs on the chart. 5 Draw vertical lines from the horizontal axis to the points where the revenue and (otal costs lines cross to identily the respective breakeven points, ussion Ell In small groups, discuss the que: 1 What sort of questions does a breakeven analysis provide answers to? 2 What are the implications of the trend towards digital downloads for record labels, artists, composers and consumers?ng your CV Collocations feBlevtna ae [Ell Using ‘power verbs’ to make dynamic collocations helps your CV have maximum impact. ntervew Connect the verbs in the boxes to as many nouns as possible. achieved results acquired, problems coordinated the ability to f f conducted : skills dealt with astudy demonstrated systems designed a project developed experience improved performance liaised with ‘a programme ‘managed colleagues: f met ‘objectives organized x errors ran procedures reduced anevent setup a budget [Bl with a partner, brainstorm more nouns that collocate with these ‘power verbs’ achieve arrange check ensure establish follow handle budget increase introduce monitor plan research update deal with handle e Writing and roleplay abjectve El imagine yourself ton years from now. Using the framework below, complete your CV with collocations from Exercises 1 and 2, Then exchange CVs with a partner and roleplay job set up interviews for positions you would like to obtain in ten years’ time, ate of birth Nationality Contact details Career objective(s) Major achievements rofessional experience Education & training Skills & abilitic Other1 Building a career > getting a degree: who should pay? > higher education LEHMAN HALL Internet Ronee Search for the keywords Worlds best universities tind best business Schools Choose the institution you would most lke to attend, Hold a das opinion poll to find the most popular Discussion KE In small groups, ‘What difference does a degree make to your career and your earning potential? How much does a degree course cost in your country? How much does it cost a university to provide a degree course? ‘Who should pay for higher education? Should students from richer families pay more than those from poorer ones? How can universities persuade students to pay higher fees? suss the questions below. Scan reading Ei Read What price a degree? opposite and identify which points in Exercise 1 are discussed. Reading for detai EE Read the article again and choose the best answer to each ques 1 Which education policies have caused unrest across the world? a) wider access ) lower subsidies ©) wider access and lower subsidies 2 How much does the UK government contribute towards the cost of a degree? a) around £100,000 'b) between £50,000 and £100,000 ©) less than £50,000 3 How do scholarships appear to favour students from wealthy families? a) they are better prepared ) they have equal opportunities ©) they can pay for awards 4 What evidence suggests that the social benefits of education do not justify their cost? 4) taxpayers have other resources ») taxpayers have other agendas ©). taxpayers have ather benefits ‘Why might universities show a preference for foreign students? a) they accept larger classes ) they exclude deserving locals ©) they accept higher fees 6 Why don't private business schools need to increase class sizes or cut faculty pay? a) they can justify higher fees ») they have no subsidies ©) they have resisted increases Listening and discussion Il D 1:01-1.04 Listen to four students reacting to the article, Match each speaker 1-4 with the corract summary a-d. a) Education should be for all. go b) Universities are obsolete Oo ©) Let market forces decide. Oo ) Reserve universities for the elite. [] [EX Discuss your own reactions to the article and your opinions on elitism in education,Whit price a » egree?1 Building a career — | ara ‘action verbs for CVs Brainstorming verbs relating to career‘ Think of as many good reasons as possible for studying business. ll ‘The letter below discusses reasons for attending business school. Choose one verb for ‘each of 1-10 to complete the letter with the correct collocations. ear Sonia, You asked my advice about going to busines schor. Well don’ miss out on a wonder opportunity 10 () gain / boost / make knowledge and to (2) make / acquire / do sls which vill serve you fora lietime. As well as @) gaining / receiving / improving your enployabliy and (4) having / boosting / making your future earnings, youl (5) get / have / obtain lois of ; un (going to / doing / getting paris and (1) doing / making / Yearning fends. you choose a good schocl, youl @) enlace / receive /Wearn tution from experitncea professors ' and (f) obtain / do / make practical experience that wil really (0) enhance / obtain / gain your CV. tn your shoes | woul hesitate for ont- momen Look again at the list you made in Exercise 1. Are any of the ideas in the letter to Sonia ‘the same as yours? Which phrases would you add to your list? [El With a partner, decide whick collocations from Exercise 2 relate to professional rather ‘than personal experience. Use them to write sentences about yourselves that you could ‘ use in a job interview. Reading and vocabulary [EX Complete the extract about how to pay for studies with the verbs from the box. | arrange borrow finance obtain subsidize support win. If you're not lucky enough to be married to a milionaire or to have ~ parents with very deep pockets, you may be wondering how to () the next step in your education. Customs vary from county to country. One ofthe most popular solutions is to 2) a student loan, sometimes interest-free or tax- deductible, that is only repayable when you are in full-time work, Many students who are unable to (3) money from friends or family prefer to (4) _ themselves by working part-time, and some are able to (5) _______grants from local government or t0 (6) ____ scholarships from their universities, If you're already in work, try persuading your employer to (7)____ your studies in some countries, companies are bound by law to contribute towards further education Discussion [Gl what are the advantages and disadvantages of the methods of financing your ‘education mentioned in the article? Which ones would you use? co boost deep pockets Work with a partner. You are going to ask questions and exchange information to drop out complete a description of a businesswoman's education. Student A: turn to page 114. enhance Student B: turn to page 116. miss out start over ‘working party [El Talk about your education, Was it different from your parents’ education? What sort of education would you like your own children to have?arch Search forthe Keywords action verbs for résumés! Undate your CV ising dynamic action verb and phrases Vocabulary EX Complete the CV with appropriate action verbs from the boxes. Then use them to write sentences for your own CV. contacted exceeded met presented recruited trained 2006-2008 Sales manager, Way2Go Travel, UK (1) corporate clients by phone and (2) __incentive travel programmes to Boards of Directors 3) and (4) new sales reps (5) sales taxgets for every month and (6) __ annual objectives by 20% chaired designed drew up Implemented managed motivated 2008-2011 Sales and marketing manager, Hondo Holidays, Texas (7) sales materials and (8) innovative advertising campaigns (9) and (10) ___a team of 40 telesales operators an ‘a working party and (12) proposals for a new e-commerce division Paraphrasing [Decide which verbs from the box can refer to people who: tobedismissed tobelaid off tobe made redundant _ to be on assignment tobe promoted toberesting to be suspended to be transferred togive inyournotice to join acompany to quit to take a sabbatical are currently enjoying having no work. 4 are leaving a job they were unhappy with. lost their jobs due to poor company performance. 5 are making a geographical change. are making positive career moves, 6 ost their job due to disciplinary problems. Listening for gist fE]_D 1:05-1:10 Listen to six speakers talking about career changes. Use expressions from Exercise 10 to describe each situation [EI With a partner, discuss the situations below. What would you do i you were promoted toa job you knew was too difficult for you? you were made redundant aller 25 yeas’ service? You were unfairly dismissed for harassing an employ you gave in your notice the day before the firm announced 33% salary increase? you were transferred to Alaska? you were on sabbatical for a year? Listening and discussion GE) D 1-11-1183 Listen to three people talking about career choices. Make notes on the problems they face. Discuss what you would do and why. Then comparé your answers with page 119. 13 5 $1 Building a career time markers Analysis Ell Decide which time markers in the box are usually associated with the present simple and which are associated with the present continuous. eee rtd memory ‘always at present at themoment currently often usually ast simple ‘She workedin Paris last JF) Decide which time markers in the box are usually associated with the past simple and year which are associated with the present perfect. Past continuous She was working on a presentation when her ago already ever for in just last. never (not)yet since when laptop crashed. Past perfect She had already worked in Paris asa student. Present simple She usually works in London, Present continuolis She's working in Tokyo atthe moment Presont perfect simple Shh has worked in theee countries 0 fa. Present perfect She Nas boon working for us since 2008, 2210 conditional If she works hard, she 28 bonus, rst conditional ae \isheworstoohard, Discussion shell get sick [Ell With a partner, interview each other about the past, present and future. Ask and Second conditional {she worked for the competition, we'd ose answer the questions below. business The past The present The future Re vrentet oe her When did you first ..? What do you usually ..? What are you doing on ...? interes she ‘What were you doing when ..2 What do you do ifyou feel..2-_ How are you going to suid have gor that Before you .., had you ever ..? At the moment, what are When doyou think youll.? eb What would you havedone if you ..? What will you doif.2 wl youhadn't 2? How many... have you ..7__ fyou were extremely rich, Sheil probably work for How long have you been ..? what would you. Eee png on her pefertton Listening ona KBD 1:14 Every ten years, the Franklin School Present continuous for of Business organizes a reunion party. Listen to a coitveraation beteraun tro offs graduate, Fraser PRR casos, at take potes to answer the questions amie pe 4) What is Fraser doing atthe moment? eee 1) Where did Fraser work before? es) Whi ci Fraser leave that od? fe) Whed has Feeder been deine ety? 6) What did Jess do after leaving the business school? PNUD 9. Whats Joss doing at the moment? come along fh) What does Fraser discover about Jess? fancy put on weight 3 / [Bl write out your answers to Exercise 4 as complete sentences, taking care to use the correct verb forms.ee pcecrres Search for the words how to write accomplshment statements. Make alist of to remember when eseribing your accomplishments ina résumé o interview ‘We have a very low drop-out rate.” Roleplay [Gi Imagine you are attending a class reunion twenty years from now. First, complete the role card below. Name Qualifications and year obtained: Marital and family satus: —__________ Previous jobs and dates Current job and starting date Fasure plans or ambito Personal achievement: preemie Other professional achievements: 1 You are now at the opening cocktail party Circulate around the room and talk to as many of your former classmates as possible. Make polite conversation following the cues below. What .. do? How long ... your most recent job? What .. at the moment? What ... recently? What .. after leaving college? What... next? Balloon debate [El Work in groups of three or four. You all work for the same private business school. Due to budget restrictions, there is not enough money to pay everybody's salary, so one person must bbe made redundant. Choose one of the positions below, then each present details of your past accomplishments, current projects and future objectives. The group must then decide who has made a good case for continuing and who has to drop out. MARKETING MANAGER . PERSONNEL MANAGER i Accomplishments ‘Accomplishments ™ Created positive image and brand name; fired boring professors, hired top consultants; doubled student numbers arranged seminars by famous entrepreneurs Projects Projects develop new markets and international contacts; implement pertormance-related incentives; establish partnerships with major corporations introduce student evaluations of teachers Objectives Objectives become one of top ten schools in the world; highor salaries and longer holidays for al staff ‘open a campus on every continent paid sabbaticals for all teaching staff HEAD OF ADMINISTRATION z DIRECTOR OF STUDIES Accomplishments, ‘Accomplishments 7 made school profitable after years of losses: replaced old books with multimedia programs; negotiated reduction of debt with banks developed exchange programs all over the world Projects Projects get corporate sponsorship and government funding; develop revolutionary methods of learning offer scholarships for underprivileged students provide individual tutoring for every student Objectives Objectives improve facilities and profitability; introduce paperless administration 100% success in exams with only 50% study time; ‘educate future Nobel prize-winners 151 Building a career expressions for giving roleplaying a job ns OT istening and discussion EBD 1:15-1:20 Listen to six interview questions. Which are the most difficult to answer? How would you answer them? stening EBD 1121-1:22 Olivia is being interviewed for a job in marketing. Listen to two extracts from her interview and answer the questions 1 What was the first question? 2 What does Olivia say about benchmarks and feedback? 3. Why does she discuss objectives with her family? 4 What was the second question? 5. What docs Olivia say about people skills? 6 What ability has she demonstrated in her previous experience? D 1:21-1:22 With a partner, find suitable words to complete the expressions in the ‘checklist. Then listen again and check your answers. Useful expressions: Giving reasons Introducing a point Firstly, As measuring professional success, | think . As as my personal life is Vy Seeing both sides On the whole ..., however . Wes that lots of people have similar quali not so many people have excellent people skills. jons..., but, on the other =~ Combining reasons Its important not to understand what the company expects... but to listen very carefully to the feedback I get... ——— Forone working as a team is essential in marketing, and for real quality is only possible when. Adding ideas they shar-the success when | achieve an objective 1. get people to work together, and in “to share values like respect, honesty and hard work Language focus Il With a partner, use expressions for combining reasons and adding ideas to complete these answers to interview questions. What were the questions? 1. Mainly for the variety. 1 get out ofthe office a lot, I meet a lot of different people. the salary was much better than anything else I was offered! 2. Well, its very close to what's known as the ‘Plastics Valley’ to lots of jobs, there are very good communications, __ it's one of the most beautiful areas in the county. 3. Several reasons really it really relaxes me after a hard week, and it keeps me fit, You ca to meet people. ‘beat badminton for a good workout; and its great waybenchmark edback personality lash Search forthe Keywords Make alist of your favourite questions nd practise asking and. ering them with a Shae Peete ener nares ‘With a partner, use expressions for introducing a point and seeing both sides to explain the advantages and disadvantages of the following: 1 Living in your parents’ home or moving away and sharing a flat with friends. Example Firstly, living with your parents is not always easy. On the whole its cheaper to stay at home, but the experience of living away from home is richer. As regards sharing with friends, it’s true that sometimes there will be personality clashes, but, on the other hand, is ood to know that there's always a friend around when you need help. 2 Studying something you dislike but are good at, and which pays well, or something you love doing, are perhaps not so good at, and which is badly paid. 3. Having a part-time job or borrowing money from the bank to pay for your studies, or working, for two or three years before going to university 4 Taking an interesting but badly:paid job in a small company in order to get more responsibilty, oa boring but well-paid job in a large company with few career prospects larly to increase your experience and salary, or 5 Changing companies, cities and countries reg ‘working all your life in the same town for the same company. Roleplay Roleplay these job interviews, following instructions 1~4 Student A; Interview Student B for a job as marketing assistant for the world's biggest nightclub in Ibiza. Student B: Interview Student A for a job as marketing assistant for the world’s most famous 1 Meet in separate groups of As or Bs to decide what qualities (e.g. energy, loyalty, maturity) skills (eg. communication, organizational, IT) and experience (eg. promoting student events, market research, customer service) you will be looking for in the ideal candidate, Prepare questions to test the candidate in each area, 2. Agree on a time limit, and meet a partner to hold the interviews. Each candidate should give reasons why they are the best person for the job, 3 Alter the interviews, meet again in your groups of As or Bs to decide which candidate will get the job. 4 Meet in your pairs of A and B to announce the result and give your partner reasons why they did or didn’t get the job 71 Building a career dynamic sentences for cover letters Brainstorming Dean cier lever in small groups, divide thelist below into Dos and Don'ts for writing dynamic cover letters. When you have finished, compare your ideas with the lists on page 121 Dos and Don'ts start your letter ‘Dear Sir or Madam’. ‘write a formal introduction in the first paragraph } ask directly for an interview. write at least 400 words ~ the more information you give, the better. __use sophisticated language to make a good impression. follow the AIDA model used in advertising ~ attention, interest, desire, action. Model El Complete this cover letter with the action verbs from the box. | Broken capture developed doubled exceeded modernized’ obtained [optimize present trained fee Dear Mr Croveh, Haviog objectives and @)—_ sales records in all my previous positions, and cently (2) ‘my MBA in marking at Warwick Universi, | ee! am an ideal candidate forthe position of European Seles Manager at Starfield Nightclubs. new products for teenage customers, (5) sales staff and (6) __the ‘membership management system, Over a two-year period, | more than (7) average revenues per venue. [Nightclubs are a highly competitive sector of the entertainment industry, and lam certain | have the skis to (@)____market share and (8) _Starfiela's profitability. | would be happy to (10)_ my ideas in more detail at interview, and! will cll you carly next weok to arrange a meeting. If you have any questions, please feel free to contact, || me before then. Thank you for your ime and consideration. i 1 | Inmy last job as senior sales representative for Roxy Entertainment, | (4) i | | Yours sincerely, "Kiara Pointer Analysi El Decide the purpose of each paragraph in Exercise 2. Which paragraph is intended to: request action? ‘accomplishment *+ give details of the applicants accomplishments? brokering + get the reader's attention? lead + relate the applicant to the company, showing why the company should hire her? outgoing \ tenderi research Search forthe Keywords whatnot to put on your resume. Compile Language focus [GX Match sentence beginnings 1-10 with endings a-j to make typical dynamic sentences for cover letters. My outgoing personality makes me 8) my formal education, 2 recently graduated ») to meet with you. 3. Iserved as 6) phone call 4. attended school 4) a strong candidate 5. supported myself ©) a career in insurance brokering, 6 Jobs such as bartending enhanced 1) talk with you 7 Thave the skills to embark on 8). by working in radio advertising sales. 8 I would like very much to h)‘from the University of Oregon. 9. Lill follow up this letter with i)_in Michigan, Arizona and Oregon 10 Tean arrange a time i) president of the debating society. Output [Ed In small groups, read the two job ads. For each position, lst atleast two qualities and two skills that the ideal candidate should have. Based in London, but with extensive travel, you will be responsible for maintaining and Based in Paris, you will promote the specialist training services of a top international business school to companies throughout Europe. You will generate and follow up leads, handle client appointments and presentations, prepare tenders and secure client commitment before handover developing a household name in video gam sing with head office in Japan, you will design and implement marketing ‘campaigns for Europe, the Middle East and Africa, and ensure that cost and profit to account managers. objectives are met. [Gl Divide into two teams, A and B. Team A will apply for the position of Development Officer for Executive Education, and Team B for the position of Brand Manager, EMEA. Follow the instructions below to write your cover letter. 1 With a partner from the same team, list examples of your experience, skills and accomplishments. 2. Plan the four paragraphs of your cover letter, using the examples you listed above, 3 Write your cover letter. Use action verbs whenever possible. IE Exchange cover letters with the other team. Read the other team’s letters and decide ‘which candidates to call to interview. Announce your decision to the other team.ying strengths and Tn five-year plan draw up heritage metropolis procurement it back Discussion Decide which of the following features are more advantageous for an international business school history: more than 100 years old or modern new school funding: public or private students: 80% local and 209% foreign or 20% local and 80% foreign faculty: business leaders or researchers location: international metropolis or small seaside town site; campus or city centre Reading Read the information about Mangalia Business School and list its strengths and. ‘weaknesses in terms of its ability to compete in a global market. Mangalia Business School (MBS) students Founded in 1992, MBS isa private business school ae Insoutheast Romania with anexcellent reputation "Kater 3 for quality in Central and Eastern Europe, Situated a re on the Black Sea coast, cose to the Romanian a | Business Centre, which hosts international | conferences and seminars, Mangalias climate i and cultural heritage make it the ideal location Hingaan for both summer schools and al-year study on a well-equipped seaside campus with comfortable accommodation for 300 students. The school offers Courses internationally recognized undergraduate and Master's degrees, as well a executive education hidwseett evel ri, tallored to the needs of individual companies. tcxsunme, main eroreote Faculty are recruited from Central Europe's most sls Successful companies. Work placements are sy ‘organized in Romania, Bulgaria, Hungary and 2074 on Ukraine, providing invaluable experience of international business.ee Peirsy Search forthe keywords how much isan MBA to find out how much It would cost you to getan MBA. Draw up a budget including tution Ss king expenses, Listening BD 1:23 Listen to an extract from a presentation given by Radu lonescu, the Dean of MBS, and answer the questions. 1 What alternatives is MBS facing due to globalization? 2 What does Radu Ionescu expect from his guests? 3 What has lon Bumbescu offered, and what are his conditions? Discussion In small groups, hold a meeting to discuss the brief below and draw up proposals for MBS's five-year plan. Mangalia Business School Brief for international consultants 1 Sponsorship Should MBS accept Bumbescu’s offer to sponsor the school? (see point 3) 2Tuition fees Until now, fees have been average for business schools ofthis type. Should MBS maintain this policy, raise fees to a higher than average level, or reduce them to a lower than average level? (see point 3) 3 Development projects MBS can afford to invest in the development projects below as follows: At current (average) fee levels, one project only. If Bumbescu’s sponsorship is accepted, two projects If fees are increased, one additional project. If fees are reduced, one project less. The possible projects are as follows: * strengthen faculty and increase research funding * improve and extend facilities * improve placement and career services | * develop international recruitment and exchange programmes | + yourideas | 4Promotion Please consider the following, as well as your own ideas: ‘Who should MBS target: undergraduates, future MBAs, corporate clients? Where should MBS look for its future clients: Romania, Central Europe, Western Europe, the US, the’Far East, worldwide? How should MBS promote itself: materials, media, events, incentives? Listening D124 Listen to a radio news report. How does this news affect your proposals? Presentation Present your proposals. The class should vote for the best presentation, a2 Information Se > attitudes to 7 Inte " Discussion TTT AM Ell Look at the pictures and answer the questions below. L_ How is the office of the 1950s different from today’s workplace? Cae eTRR Tes PPM) 2 iat do youinagne te ote ofthe utare wil be ike? | TARE) 5 Do you capect technology to make your ie easier or harder? tcenelogy Dies Pestietolision: Summarizing cea | onan lia Read the article opposite. Decide which statement a-c best summarizes the wr ——e overall argument. 4) Technology helps people save time. b) Technology makes people work harder. ) Technology isa waste of money. [El Read paragraphs 1-4. Choose the correct summary a-d for each paragraph. a) How several factors have combined to make the workplace more pressurized. b) Poorly planned IT systems generate more work, not less. «)_ Managers see investment in information technologies as & productivity solution 4) Working conditions have become uncomfortable in recent times. Il Read paragraphs 5-7. Write a sentence to summarize each paragraph. Listening [E13 1:25-1:28 Listen to four people being interviewed about their attitudes to IT. Which are for and which are against IT? [Gl D 125-120 Listen again and summarize each speaker's opinion. Do you agree with what they say? Why? Why not? | Discussion ‘To what extent do you agree with these statements? 1. The computer is the most important invention in the history of civilization. 2. A computer makes it possible to do tasks which were completely unnecessary before. 5 To make mistakes is human, but (o really mess things up, you need a computer 22 ness 20Cee mad dash mess up oddly overhaul pressure cooker slick ‘take a breather In recent years, three forces ~ downsizis globalization and the need for speed — have ‘ombined to change the work environment, What used to be a comfortably busy routine non-stop workshop in which most people feel they can never stop to take a breather. The result of downsizing is a mad dash to cram, more work into fewer people, If six people are doing the work that ten used 10 do, and at the same time dre expected to meet or exceed previous »ucdget and productivity targets, something has. ‘0 give, To this pressure-cooker environment, in which everyone is supposed to ‘do more with less, we can add the globalization trend that has swept through corporate boardrooms. To the extent that global competitors have a lower cost structure Which many do because their labour costs are so, much lower ~ US and European firms have yet nother reason to keep budgets and headcounts lower: The final ingredient in this mix is fierce competition, which has resulted in the pressure to do everything faster One way corporate leaders justify the quest for efficiency and speed is to point to the ‘multibillion-dollar investments that have been made in IT equipment and services, The new PCs and corporate networks are supposed to boost productivity and profits, and will, in fact, allow their companies to ‘do more with less This is true. But another truth has become buried under the technology sales pitches. Achieving those gains will happen only after 1 significant initial investment in training and system integration’ to make sure that all the pieces ‘onneet well with each other: Pouring the oF PCs and miles of cables into a corporation is a reat way to waste money unless the systems and processes that technology is meant to automate ave overhauled. Unfortunately, this has all become somewhat irrelevant. The expectation is that more echnology means more speed and more output pper employce ~ and when those results don't ways magieally occur, the only way to produce hem is to require people to work longer hours. wands (Oddly, the same thing happens even when the delivers as promised. Consider the case of presentation software such as Microsoft wwerPoint, which has become a standard office cl have to be created by a graphic artist With PowerPoint and its software cousins, just about anyone can sit down at a PC and, withou much training or practice, produce an on-screen presentation or a slick set of slides, handouts or transparencies that look fully professional. ‘On the one hand, this software is actually a productivity tool ~ it takes only hours to do what might have taken days previously is just as good, if not better: But it doesn there. Now everyone sees how easy itis to use these programs, they are used more and more. Thus, senior manager who wouldn't have considered asking an analyst to spend a couple of ays working up a slide presentation using Stone Age technology, doesn't hesitate to direct the san analyst to prepare that presentation using the desktop PC and PowerPoint. The goal is for this analyst to save time by using the software; the likely ‘outcome is that he or she spends more time on presentations and has less time available for other aspects of the job. If you're starting to think that, instead of working on a plan to cope with pressure, tight deadlines and non-stop work, i’s time to polish up your and look elsewhere, I'm afraid I have some bad news. The grass really isn't much greener anywhere else — or at least, not a whole lot greener The Business 20 232 Information comparative phrases verbs relating to IT expressions for giving information crash in the loop patch plug stretched Pea re CeCe Rear Discussion [El ‘information is too valuable to be left to IT departments. In today’s business world, every manager should be a computer specialist’ To what extent do you agree? Language focus ED Decide whether these phrases jcate a small or a large difference. ‘a bit more expensive. a whole lot more expensive considerably more expensive | farmore expensive marginally more expensive _ infinitely more expensive slightly more expensive somewhat more expensive Ei Use expressions from Exercise 2 and appropriate adjectives to compare: “1 two computers you have use 1 2 two ways you communicate with your business contacts or your friends. 3. two soltware applications you have used, 4 two ways you use the Internet. 5. two printers you have used. 6 two electronic devices you would like to own, [Gi Explain the difference between each pair of computing terms. 1 asserver and a PC 5. avirus anda bug 2 alaptop and a tablet PC 6 acrash and a hard-disk failure . 3 assuite and an application 7 the Internet and an intranet 4 apateh anda plug-in 8 aworkgroup and a workstation Reading and vocabulary EE George Skopelitis correct verbs to compl in charge of IT user support at First Northeast Bank. Choose the te the email he sent to his boss. 4 (a | eman, 2 Maurice, ‘As you know, our IT resources are more and more stretched as we try to cope with an ageing system. We desperately need to (1) advance / upgrade / promote the operating system: software applications are (2) crashing / collapsing / falling more and more frequently, and the server (2) fl! down / went down / dropped down three times last week. There have also been several cases where important documents have been (8) rubbed out / ‘blanked / deleted. Of course, | have (6) inserted / instaled / placed patches and (6) uploaded / downloaded / unzipped new drivers wherever possible, but we can't go on like this, What's more, there's no time for new projects lke (7) seting up / fixing up {pulling up mobile Internet connections so that our sales teams can (8) register / note / enter data on the system when they're on the road, We really need investment now! [Gl Complete these sentences with the correct verbs from Exercise 5. 1 Most PCs come complete with an office package, but sometimes you have to yourself 2 On average, when a company’s IT system + iL takes ten days to fix everything. 3 Iusers lack imagination. When asked to @ password, the most common choice is ‘password’ 4 There are several programs which can rescue your data if you accidentally files, 5 An incorrect memory address is the most common reason why PCs 6 Itonly takes minutes to ‘a webmail account that you can access from anywhere in the world, 7 One of the few remaining advantages of desktops is that it's easier to ‘components. 8 Research suggests that people who __illegal mp3s are also big spenders on legal music sites,Listening KD 129-120 Listen to eight messages on George's voicemail. Match speakers 1-8 with the problem they are experiencing a-h. a) they car install something b) some computers need upgrading ©) they need to download a program 4) the whole system went down ©) they have to enter data quickly ‘ their computer keeps crashing. ) aconnection hasn't been set up h) they deleted some files I D 120-126 Listen again and complete George's notes with the words from the box. anupdate back in informed know ring loop touch 1. give Ebony Brooks a___ about backup. 2 give Maurice ‘on appointments application 3 get in with Martha re. laptops 4 get to Lincoln Thigpen — presentation slides 5. keep Camilla Ramsey in the on solutions to database problems 6 let Maurice about Marketing's Internet connection 7 keep Marvin about sound card driver 8 fill Cara Bickerson on voice recognition software Paraphrasing [Ei Replace the expressions in bold with the expressions forgiving information in Exercise 8 1 ‘an I give you an answer later this morning? I'm in @ meeting at the moment. Pd appreciate it if you could include me in the group of people you inform. ‘Wee don't have a firm date for the meeting yet. Well tell you as soon as we do. ‘While I'm away in the Far East, Id like you to give me regular progress reports by email Before the meeting starts, can you just give me some details on what was said last time? 1 just can't manage to eontact her ~ I've tried everything: phone, fax, email, snail mail, even pigeon! ‘When you get back from your holiday, Ill report on what's been happening. Could you contact me by telephone, please? My email server’s down at the Discussion ry [1 With a partner, prioritize the tasks on George's to-do list for tomorrow. research Sofware, hardware C6 wonts Wee mecting avilable inal departments asap = need hale a day firmware, freeware, shareware, adware, iepen nein: org re. vice recognition = weeds mayee on hour over lush? biogware Use the ‘ define: function ofyour CED's assistant wants WiFi but she only works at Ker dest! ~ one hour or so search engine to find Getntons ofthese “Enforwation from database vendors ~ a couple of hoursy but probably no buklgct this year words (eden Tan ee Aostract of presentation Por New York conference - deadline is tomorrow - ont hou mmore-ware words can ea hee 15 new laptops needed - HP's special ofFer ends tomorraw = an hour or tuo? —memes —_Appoinéwients applitation = two or +hree hours worky but soMtwore update due in three weeks ony Brooks ve. backup soPtiuare = should take 20 minutes, but she's a slow leanne Saune card drivers for Marvin (President's mepee!) = simple = Fal an how? Marcerting's Internet connection fs down again = at least an hour ond a hale TheRusiness20 252 ‘Information ‘comparatives superlatives polite requests and responses eee memory ‘Comparatives halfas | fast ‘wiceas — |easy ten times as expensive faster expensive Superatives the fastest the easiest the most expensive ‘much than Pa Cn eee cir Language focus El Read the conversations comparing using the train with flying. Underline the comparative phrases. ‘A: ‘Travelling by train is just as quick as flying B: Nonsense! Flying is much quicker ‘A: Well, [prefer the train because it’s less complicated. A: The train isnt half as expensive as the plane. As a matter of fact, the train is slightly more expensive these days. Well, I stil prefer the train because it’s far more comfortable El with a partner, have similar conversations using the adjectives in brackets to compare the following: 1 Taxis versus buses. (cheap, uncomfortable, ..) 2. The car versus the bicycle. (healthy, dangerous, ...) 3 Charter flights versus scheduled flights. (reliable, useful, ..) 4 Motorways versus country roads. (Sale, fast, ...) Bed and breaktast versus hotels. (comfortable, luxurious, ...) 6 Campsites versus holiday clubs. (expensive, noisy, ...) 7 Car ferries versus tunnels, (casy, quick, ...) 8. Self-drive tours versus coach tours. (eco-friendly, boring, ...) Ei What is special about the following? Use the adjectives in the box to help you. big expensive fast fast-growing large old profitable valuable ‘The Bugatti Veyron Super Sport 5 ‘The Nisiyama Onsen Keiunkan Hotel, Japa 2 The kzmnlovo Hotel, Moscow 6 Russia 3 Exxon Mobil 7 Boeing 7: 4 WalMart 8 Groupon Discussion and presentation , [Gl With a partner, choose a destination in the country you are studying in. In column 1, ‘rite four ways of reaching that destination (by bus, on foot, etc). In columns 2-5, give ‘each means of transport a score from 1 (= the worst) to 5 (= the best). Add up the total scores and present your conclusions to another pair. cost time comfort carbon footprint _totalExpanding notes [Ei Complete the article with a comparative phrase suggested by the prompts. The first two are done for you. Since 1965, Moore's law has eee (+ good + good). | (+ bulky) or (8) observed that computer chips However, the picture is not | C generous) in storage capacity become tevice as powerful mo) ( positive) ic than the competition powerfl x 2) every 24 months. ‘once seemed, Yet another law, ‘Moreover, physical barriers like A similar formula, Kryder’s Wirth’ law states that software temperature make it almost Ta, says that hard disk space gets slower (4) ef impossible o run PCs at speeds is only hallas expensive rapidly) hardware gets faster! o) (+ high) 5 GHe, (1/2 expensive) as itwas two years | Moore's law also means that new It now makes sense to use more igo. Gordon Moore says his law products must be developed | memory space to accelerate disk (+ beautiful) | (5)___(+ quick + quick). | access, since space is becoming had first realized: contrary to Any produet which is launched | ( expensive) Murphy’ law—anything that can | just two or three months late will processing speed. > weong, will Moore's | be 10-15% (6) Taw means everything gets (+ slow), (7) [Gi match the two halves of these quotations. 1 Thenicer!am, 1) the more I have of it. (Thomas Jefferson) 2 The more you chase money, b) the less I call it work. (Richard Bach) 3. The more I want to get something done, _c)_the more people think I'm lying. (Andy Warhol) 4 ma great believer in luck, and Ifind the d) the harder itis to catch it, (Mike Tatum) harder I work, [with a partner, complete these sentences to make your own quotations. 1 The older I get, the 4 The more I..., the 2. The more money you earn, the 5 The___erthe .., the 3. The harder you work, the Dealing with requests [EX Cross out the inappropriate response to these requests for help, as in the example. 1 Will you get me a cup of coffee, please? a) No-bwon't: ») Yes, if [can have one of your biscuits. ©) Sorry, I've got too much to carry. 2 Can you tell me haw to switch this projector on? a). Yes, Lean. b) No idea, I'm afraid, Pm sorry, I never use it myself 3. Could you possibly get me a sandwich when you go out to the post office? a) Yes, with pleasure. b) Sure, if you could answer the phone while I'm out ©) Yes, I could possibly. 4. wonder if you could spare the time to make a few photocopies for me? a). Yes, I would. b) Idon't see why not ©) [should think so, Would you mind giving me a hand with this table? Its rather heavy. Bad 2 research Rea Meee} Notatal Murphy's computer ‘pinion pol tofind your Negotiating three favourite las. [Dd Work with a partner to practise asking for help. Write a list of five things you need to do <== tomorrow. Then negotiate to delegate to your partner the ones you don’t want to do.2 Information listening for register and inference expressions for telephoning roleplaying telephone situations ce IP address mustn't grumble small talk ‘rivial Pema at) Discussion Ell Decide how far you agree with these statements about telephoning, Write agree, Itdepends or I disagree. It’s important to have a few moments of small talk before get You can never be {00 polite on the telephone. It’s much easier to say ‘yes’ than to say ‘no’ ‘When you can’t help someone, it’s better to say ‘no’ directly than to make up excuses. ‘The caller decides when to end the call; the receiver should wait for the caller's signal, ig down to business. [Bi Discuss your answers to Exercise 1 with a partner: Do you think it's different in other parts of the world? Listening for register EE 3 1337-10 Listen to four telephone conversations and answer the questions below. 1 Which one is polite, informal, impolite or too polite? 2. In which conversation are the speakers friends, acquaintances, colleagues from different departments or managers in a large company? Listening for inference D 137-120 Listen again and answer the questions for each conversation, 1 What guesses can you make about the speakers? Imagine how old they are, what they look like, what they do and what kind of lives they lead. 2 What is each speaker's opinion of the other at the end of the conversation? [iD 1:37-1:40 With a partner, find suitable words to complete the expressions in the checklist. Then listen again and check your answers. Useful expressions: Telephoning ‘Checking the other person can speak now Have you got aot minutes? Requesting help 1 you to give me Do you ____ to know how to ...? | was wondering if | could ask you a Do you think you could Any could. Refusing help. ‘to help you, but. Ip you, but to help, but Ending the cal ah ABS ‘Anyway, |won't you any longer. mustn't. ‘any more of your time. ‘Anyway, Id better.neal [Gl Complete these dialogues with suitable expressions. Then practise them with a partner. Bera aes Coa aan bile: ELT ora pau ball dnt eee No problem, I was just going fo have a break Alex: ee eee ey Billie: OK. But just let me know if there's anything I can do. OK, bye. Hello, its Chris her Ym not disturbing you, an 1? Chris: Pm just calling to ask if ould mind doing me a favour, actually. Dee: Chris: Well, do you think I could possibly borrow your copy of Office 2010? I need to re-install it, and 1 can't find mine, Oh, Isee. Well, never mind. I thought I'd ask, justin case. Anyway, I won't keep you from your ‘work, Thanks, Erin: Hi. I's me. Sorry to bother you. You wouldn't happen to have the new IP address, would you? jant. Thanks a million, OK, then. Til let you get back (0 work. Thanks a lot. Bye. Roleplay With a partner, practise roleplaying different telephone situations. Use suitable formal/ polite or direct/informal language, and include small talk, as appropriate. Student A Student & all 1 allt ‘You are new in asmall law firmwhere You are the managing partner of a small law firm, ‘the managing partner also deals with all You are also the firm's computer expert, but you are ‘computer problems. Your PC has broken very busy and fed up with receiving calls about trivial down, $0 you call herfhim for help. Your computer problems. You receive a call from one of your partner will start new employees. You start by answering your phone. call call2 You receive a call from a colleague you You have been having problems with your email. You like a lot. You start by answering your think you have fixed it, but you need to test it. Call 2 phone ‘colleague and ask them to send you a test mail to your new address. Your partner will start. For more telephone situations, Student A should look at page 114, and Student B should look at page 116.2 Information > paragraph order > writing a memo | Discussion El First Northeast Bank has realized that many members of staff just ignore memos. Think of some reasons why memos often get ignored. Model [Bi Read the recommendations on memo style. Then answer the quiz that First Northeast sent to all their managers. Choose the option which best matches the style recommendations. FIRST Northeast Bank Recommendations - writing memos 3 Personalize your memos: use |, you, we to make people feel directly concemed. Use active rather than passive verbs for a more conversational, reader friendly style. Use verbs in preference to nouns, and avoid jargon and technical terms; write sentences which ‘your grandmother would understand’ Make it clear and unambiguous what you want people to do and when. Foous on the benefits to the reader, not on rigid rules or procedures. on one Boers cui ee ee ae 1 Amemo is a document that you send to people inside the company / a method of documentary communication for internal use. 2 The objective of a memo is to solicit decisions and policy or behavioural changes / to get people to do something. 3 In the past, we wrote memos on paper: now we offen send them by email / electronic. transmission has been widely adopted, 4 Towtite a good memo you need careful forethought, layout and revision / to plan, ‘organize and edit your ideas carefully. 5 A.good memo tells you clearly what you have to do and when you have to do it / is ‘one in which both the desired oufcome and the target time frame are specified 6 The purpose of this quiz is to ensure that the principal rules of memo-writing are” tespected / to help you write effective memos. Analysis Ei Read the suggested format for memos. The paragraphs in the memo below are not in the correct order. Number the paragraphs 1-4, Format for memos 1 Define the problem, 1 2. Tell the reader why they should feel concerned. 3. Say whiat result you want to get. 4 Say what you want the reader to do and when, VAN DER HEYDEN B.\ Subject: Unauthorized software OI would tke us all to carry out this check by 18 September latest. Please examine your laptop carefully, and delete any unauthorized software. If you need help, | will be available every afternoon between 1 and Spm Thank you for helping-to protect our colleagues, our jobs and our company. 1 itinspectors find unauthorized, copyright material on our systems, individual users, management and the ‘company itself can face heavy fines and even criminal prosecution. It isin everybody's interest to avoid this risk. As you probably know, the European Commission is stepping up its fight against software piracy, and we expect to see systematic inspections of medium-sized companies like ours in the next six months. + 1 This is the reason why I'm asking every employee in the company to check that there is no unauthorized software on their computer. This could include unlicensed copies of business software, downloaded programmes and even mp3 music fes.bees) {Local High School Dropouts Cut in Hal” ‘Miners Refuse to Work ater Death Visit the humor section lf the US government’ plain language site vr nlinlanguage.gow fvamples to find the best examples of ambiguous lariguace. alleviate fine forethought forthwith offiialese time frame Language focus Match the examples of officialese 1~10 with the réader-friendly versions aj. 1 itis recognized a) 2. with aview to alleviating) 5 adjacent to °) 4 itis imperative ’ 5 itis inadequate °) 6 staff are reminded 5 7. area of concer 2) 8 in the event of h) 9 forthwith i) 10. is appreciated D) difficulty immediately there's not enough if there was next to please remember we must thank you for to solve wwe realize Writing a memo [El With a partner, rewrite this memo in a readerriendly style. Refer to Exercise 4 to help you. To: All staf From: April Jenkins, site manager Date: 10/8/12 ‘Subject: Parking Ieis recognized that on-site parking is currently inadequate and plans are currently being examined with a view to alleviating the problems. ‘One current area of concern is the area adjacent to the logistics warehouse. In the event of a fire, it would be very difficult for emergency yehicles to reach the fuel tanks behind che building, leis imperative that access to this and all buildings is kept clear, Members of staff are therefore reminded that vehicles may only be parked in the official car parks. {As from Monday 13 August any cars parked on access roads will be removed forthwith. The assistance Of all motor vehicle users in this matter is very much appreciated. Output [Gl D 1:41 Listen to a voicemail message from your manager and write the memo he refers to. Work with a partner. Your top management have asked you to make a proposal for the company’s three-day international IT conference. Think about these questions 1. Why is an IT conference important to an international comy 2. What objectives do you think management want to achieve? 3 What ate the ingredients ofa suecessul conference? w? IE write a memo proposing dates, a location and a programme for the IT conference. You will also need to get approval for your budget. (Last year’s budget was $700 per person.) Ey Read all the memos and vote for the best proposal.» reasons for and consequences of statt turnover PRR cd Discussion » agreeing on a plan of oe Ell When experienced staff leave a company, what are the consequences? Decide whether these results are likely or unlikely. | better morale better promotion prospects higher salary costs higher training costs improved customer service _ increased productivity, more mistakes more overtime younger, more dynamic teams Reading [EA Read the newspaper clipping. What reasons can you think of to explain why ‘experienced staff have been leaving Meteors IT department? Rising Star promises to make sparks fly YOUNG Londoner Saul Finlay has been appointed IT Manager at Meteor Bank. Thanks to an aggressive commercial policy, the Nigerian bank is growing rapidly all over West Africa, especially through its subsidiaries in Ivory Coast, Ghana fnd Cameroon. Together with the rising clemand for electronic banking services, fapid growth is putting increasing, pressure on the bank's IT clepartment in Lagos in an interview yesterday, Finlay promised to ‘drag the IT department Kicking and screaming into the twenty-first century’, When asked if a To: Astrid Kuhn, Managing Dire IEW Read the memo and answer the questions. (or Sym ni ou) rom: Joseph Ikpeba, Operations Manager ” Subject: IT policy Jur system down time problems are going from bad to worse (see attached igures) and we are beginning to lose, corporate clients. The problem appears to be the result of exceptionally high staff turnover in the IT department. Half of our systems administrators are new graduates with ss than one year's experience, and Saul Finlay is recruiting again for the hird time in six months 1'm afraid | have to remind you that both down time and staff turnover were ry minor problems before Saul arrived in 2010. Saul's answer is that he noeds investment in even more new hardware. However, | am not sure that this is the solution; I eel strongly that we should investigate further, not least because some staff have implied that the system failures might be deliberate, could | possibly ask you to speak to some of the people involved and to oz 034 oh oz on ol oh G2 oo oe a hold an executive committee meeting as soon as possible to decide how to deal with these problems? TTumover 2008 2010 2014 Totalitstalf Ga Cy 7 New hires 711%) 19 (28%) 31 (40%) Retirements 4 (6.3%) 5(7.3%) 607.6%) Departures 3.(4.7%) 10 (14.79) 15(19.2%) Who wrote the memo and why’? What does he want? What has changed at Meteor Bank since 2010? What reasons can you suggest for the trends in the figures?eee ceed down time drag someone kicking ‘and screaming malicious morale outsource Fectuit subsidiary turnover eens eras Search for the keywords keeping good employees. Compile a «las list ofthe top ten Ways to reduce staff stening and note-taking EdD 1:42-1:45 Astrid Kuhn decided to investigate, Listen to the reactions she received when she spoke to four members of staf, and complete the notes. ed Tonye Ameobi, HR Vincent Bonvalet, Manager, Lagos IT Manager, Ivory Coast Kehinde Ojukwu, Senior Systems Administrator, department, Lagos Joseph Ikpeba, Operations Manager Opinion of saul Finlay Mistakes Successes, Recommended solutions Discussion [Ei To what extent do you fee! Saul Finlay is to blame for Meteor’s problems? [Gl Work in groups of three or four. Student A: turn to page 115. Student B: turn to page 117 Student C: turn to page 120. (If there isa fourth student, they should be the chairperson.) Discuss the agenda below and draw up an action plan for Astrid Kul. Executive Comr se Met g | How can we reduce staff turnover? How can we reduce system down time? ‘or invest in improving our IT network in our foreign subsidiaries? Should we consider outsourcing IT? How should we react to accusations of malicious damage in the IT department? Should we agree to Saul Finlay’ request for investment in IT equipment in Lagos, How should we evaluate Saul Finlay’s performance, and what action is needed, if any?Review 1 [Ell Complete the text about going to university. Definitions are given in brackets to help you. ow do you choose your university? Unless you are lucky enough to win a (1) 8p, (money awarded to excellent students), you'll have o decide if you can pay the (2){___s (price of tition) Pethaps youl be impressed, by the quality and reputation of the () £=__ty (all the teachers), or perhaps by the sports and social (4) {ies (rooms, equipment and services). You may also want to think about the choice of (5) er (other than learning) activities and whether the university has @ 200d (6) pt (helping students find a job) service. [El Make expressions by matching the beginnings and endings of each phrase 1 widening access to 2 the uncomfortable 3 the resources to match 4 students get good value 5 mountain 6 togoto robbing the poor 8 governments continue to provide 9 massive hikes in 10. willing and oOoonooo0o008) ) a university education b) their ambitions ©) to pay the rich @) truth ©) great lengths ) for their money ) student fees h) able to invest i) toclimb i) subsidies EX Complete the sentences using the words in the box. dismissed draw up exceed meet present recruit assignment chair laid off implement sabbatical train 1 After you them, 2 It’s good if you can new sales reps you have 10 your sales objectives, but its even better if you can them. 3 It's not enough just to ‘a few proposals on paper: you've actually got to the plans. 4 When you become more experienced, you might have to____ working parties and even programmes to the Board, 5 Ifyou lost your job because of the company’s problems; you were ___, but if you did something wrong, you © Ifyou are working in another geographical place; you are on if you are not working because you want to study or write, you are on new EW in each sentence, put one verb in the past simple (dic), one in the past continuous (was/were doing), and cone in the past perfect (had done). 1 L____ (find out) the other day that Pierre from the sales department has been dismissed. (wonder) why (not/see) him for a while. me (jusi/finish) working on the spreadsheet when the computer (crash). I can't explain it~ 1 (not/do) anything unusual with the program. Ei Put each verb into the most likely form. You might need an auxiliary like will or would. Use contractions. A: IfT() (see) Anita, I (2) (tell) her about the job vacancy a8 well Bat Anita's on vacation, She's trekking in the Himalayas. If you (3) (see) her, it (4) wey surprising! ‘A: Anita? Trekking in the Himalayas? Now that realy is surprising If Anita (5) (Go) on vacation, she usually (6) (Go) to the beach, [Gi Fill in the missing letters to complete these linking words. (be) Introducing a point 1 Asre___ds/As____as Seeing both sides 2 Onthewh___ that ..., but the oh ‘Combining reasons 3 Noto but a, 1 Foro th »-and for an . Adding ideas 4 Begs eo rf Tn add le a Use one expression from each of the categories in Exercise 6 to complete this text. {ve lived in the same town all my life. My family and friends are here, and its calm and peaceful. ()—___, there's a good sense of community and I'm happy. But I'm starting to wonder about my career. (2) isa small {own and there aren't many interesting jobs, want to develop my language skills and work in an international environment. (3) salary that’s not so important right now ~ experience is more important. So 1 don't know what to do. (4) I think the best thing is just to wait and see what jobs are available locally ~ iT see a really interesting job advertised in another area, Vl apply for it and see what happens. EE Complete the sentences from cover letters with the action verbs in the box. | broke developed doubled enhanced supported 1 1____previous sales records 2 more than average revenues per nightclub 3 1___drange of new products for teenage customers. 4 [myself financially by working in radio advertising sales. 5. These part-time jobs ‘my formal education.Review 2 Peau [Gl Match each verb with a phrase a-f. 1 meet 3 make 5 waste C 2 keep 4 boost L] 6 take C) ) a multibillion-dollar investment in IT equipment and b) or exceed budget and productivity targets ©) only hours to do what might have taken days previously «) productivity and profits ©) budgets and headcounts low because of global ‘ompetitors 1) money by investing in IT without at the same time ‘overhauling the business processes itis meant to automate EX Complete the definitions by underlining the correct words in bole. 1 Another word for an iPad is a laptop / tablet. A short set of commands to correct a bug in a computer program is called a pateh / plug-in. 5 Ifyou get a better or more recent version of some software (or hardware), you promote / upgrade it. A collection of PCs and servers all connected together ton a local area network is called a workgroup / workstation, 5 Ifa server stops working for a time, you say that it went down / fell down, © Ifyou load and configure a new piece of software on your computer, you insert / instal it To keep your computer programs up-to-date, you have to frequently download / offload patches and new 8 I-you make some new technology ready for use (for the first time), you set it up / fix it up. EB Match the beginnings and endiigs of the phrases. ill in touch with someone t someone an update get someone in on something sive someone know about something, give back to someone about something let someone a ring (= call) [Gy Match the expressions in Exercise 3 with the definitions below. Be careful ~ some are very similar. Tell someone about things that have happened recently ive someone the most recent information. 3 Tell someone something. Speak or write to someone, especially after you have not spoken to them for a long time Contact someone by telephone. 6 Give someone an answer at a later time. 000 ooo Eh Correct the mistake in each sentence. 1 X's software is far more expensive as Y's. 2 Y's software doesn’t have nearly as many features than Xs. My Internet connection is lot faster than yours. | My Intemet connection is only halve as fast as yours, Big brands can be double as dear 6 Inkjet printers cost a fracture of the price of laser print 7 Why buy a PC? They are alot fewer reliable than Macs. 8 There's infinity more software for PCs. 9 think Yahoo" is a more better search engine than Google. 10 Have you tried the Microsoft Liv really is the most better search engine? It IG Pur the requests in order of politeness, from 1 (most informal and direct) to 6 (most polite and indirect). 10620) 3 0 4- Og ssh ve ty a) Could you give me a hand? b) Give me a hand! ©) Will you give me a hand, please? 4) Do you think you could give me a hand? ©) Lwonder if you could just give me a hand for a moment? 4) Would you mind giving me a hand? (Note: Answers may vary but should be similar. The order can also depend on how you say each sentence.) EI complete the expressions used in telephoning. 1 _ing if I could a____youa 2 Anyway, I won't k____ you any |____t. 3. Pm not dist__ ing you, am I? 4 Ist____anyeh____ I could ...? 5 Doyouha___nto knowif...? 6 Have you g__aco___e of minutes? 7 ‘Tmustn't (up any m___ of y__ t 8 Isthisag t toc___? El Match the expressions in Exercise 7 with these uses. a) checking the other person can speak now CCC) b) requesting help ©) ending the call El Rewrite the memo reple with the more user-friendly language in the box. if there was regularly issue remember know need please ‘thank you for heBusiness20 35product quality Discussion Ell The box below contains factors that influence decisions to buy. Number the factors 1-7, depending on how important they are to you. (1 = most important; 7 = least important). | design durability environmental friendliness modernity price quality value for money Ei Discuss how the order would change if you were buying: * scar + apacket of breakfast cereal + awashing machine + aleather bag * an mp3 player + alaptop Scan reading [El Read the article opposite. Match the headings a-h with paragraphs 1-7. Ths ‘extra heading, isone a) No survival without quality e) Superficial quality ) Reliability snot enough) Quality in design “vk Quality and cost 8) Closing the gap? )> Quality culture 1h) Quality for quality’s sake Reading for detail i Read the article again and mark these statements T (true) or F (false), 1. Westen companies have caught up wit the Japanese in terms of quali 2. The Japanese expect things to work properly . 3. Producing reliable products guarantees a strong market position. 4. Fora quality programme to succeed, senior management do not need to understand the key concepts. 5 Quality analysis is a sensible way to solve any performance problems. 6. The iPod is not the only Apple® product which has enchanting quality oo0 oo0 [Ei Find words or expressions inthe text with the following meanings, (11 something which suddenly becomes very popular (paragraph 1) try hard to do something difficult (paragraph 1) expect something to be there as normal (paragraph 2) a variety of objects or things (paragraph 3) mistakes you should avoid (paragraph 4) things which are fashionable for a short time (paragraph 4) to make something unsuccessful or unpleasant (paragraph 5) | something surprising or impressive (paragraph 6) | [BD 146 industry analyst, Warwick Fender, is speaking about quality in the household electrical goods sector. What products do you think he will talk about? Listen and check. ee PCCW) tM EM D145 Listen again and complete the sentences. searenforttekeywords | 1 The white goods industry has been accused of designing products to last —_ planned obsolescence 2 Consumers today expect to ectrical goods more often, ' or builtin obsolescence 3 Repairing products is expensive due to the cost of and ' ‘this practice and find 4 SLRGINELE™ — piscussion account when designing EX In groups look at the products in Exercise 2 and discuss the questions. Then present a ‘new products, List the ‘summary of your group's ideas to the class. tothe class 2. Are any of the products designed with planned obsolescence in mind?eplile, OUND sete reeerea sare els UAT fate scree pases rs cton a nce eerie \ ce ais Ta for quality, and an Peete everyone ina company to learn how to thinkand work differently. Too manyésenior executivesadoptthe latest fads as they come and go, without taking the time to learn wat these processes are and how they work, They leave the detal of quality to the folks below them:a suce way to have a quality programme fal ‘Atte other extreme, some companies become so quality process obsessed that quality management techniques cease 10 be a tool to improve the company's performance and instead) become,an end in themselves, Statistical analysis should be used for questions for which a company daesn't really have ‘an answer. Instead, organizations sometimes go through long, ‘analytical processes for problems that alittle common sense ‘ould have solved. And nothing sours an organization on quality faster than meaningless york. ust remains an elusive Yargetfor many Westem companies, Thav(ring§ Us to the Second ofthe EMO Uapanese expressions even though the craze for qualty has been around forsome for quality: micyokutek hinshitsu, which means enchanting twenty years. Ys, progress has been made, In 1980, the average) quay: This kind of quality appeals not to customer car produced by Ford™ had twice as many product fawsas expectations about relabilt - that things should do what the average Japanese cat By 1986, the Japanese auto industry they'e supposed to but rather toa persons aesthetic sense of lead over Ford had shrunk from 100% to about 208, 2sFord. beauty and elegance. That's what think Apple® got ight with made quality its number ne priory Butsince thatimpressive the Pod and it many offspring, The nano belonging tothe man burs of progress, many companies havestruggled takeep up siting next ro mes a marvel not just of miniaturization, but con quality, even asthe Japanese began building more oftheir rounded edges in a woild of sharp comes, products in the West with local workers, eM Andas /puvon my own Bose The tuthls the Japanese have an unfalradvantage. Japanese headphones, realize how much | ‘commitment culture intrinsically values quality and appreciates the small appreciate being able to retreat to craze otal Infact, the Japanese expression for quality is atarimae | my Zen spaceamidthe rumble ofthe end hinshitsw which can be roughly translated as'takensfor granted\” —aircraftengines, rattling serving carts fake ulity: What do the Japanese take for granted when itcomes tO, and chattering passengers. these plannedsbul ulity? They take for granted that things should workasthey are) — prodvcts didnt work properly when obsolescence Supposed to and they even see an elegance tothings working” youtumed theron, nobody Would roughly propery whether it cars, subway schedules, traditional ower buythem.They wouldlackatarimoe _rupule arranging or the famous tea ceremony. ‘inshitsu, But with the hungry a ‘competitors in most markets today, taken-for-granted quality by itself ay not get the ob done, take for granted Japanese manufacturers became so obsessed with taken-for. ‘ranted quality that they created a stream of innovations that builton the concepts af Ed Deming, thevenowned quality management consultant. Their innovations included lean, ‘manufacturing, just-in-time industry and design for quality. In ‘oday's competitive markets, manufacturers need to make quick progress towards this kind of quality they dont, you can take for granted that they will go out of business. This is tue even for mall, entrepreneurial companies. The ability to create products and services that workis no longer a source of long-term, competitive advantage. It has become just the price of admission) o most markets Ifthe stuff your competitors make works better, your customers arent going to be customers fr long, a Though Much improved, our quality record sil isnt what it might: be, Here are two traps I've seen a lot of companies fallintoon he road to quality. One Is faking a commitment. Theres no way sround it Whether youre adopting total quality management (TOM), or other quality schemes, these techniques require3 Quality adjectives relating to auality | Discussion collocations relating to | EL In small groups, discuss which of these definitions best defines your idea of quality ‘quality standards and why. Quality means delivering products or services to customers faster, better and cheaper. Quality is the correct application of procedures and standards. { Quality means meeting the customer's needs and expectations. : Quality means that goods are not defective or damaged. Quality is designing and producing reliable products that do what they're supposed to do. ‘Quality isin the eye of the beholder Reading Ei Read the article which describes five stakeholders with different ideas of quality. ‘Match each stakeholder with a definition above. rome aa if product or sevice lacks qulty, most people would agree UF aaa) that itis substandard in some way. Perhaps the workmanship ee BIE ATPRPT A's shox, the packaging is limsy or the service unreliable, CVn Cue a |. defining quality from a business perspective i less simple, 3 ‘The marketing manager, who is responsible for evaluating ~4 consume research, make condor and competitor data, = sees quay very much mn tems of customer expectations and cistomer satisfaction Totho design engineet, who designs products or components totightspectieabons and set tolerances quay has more to do wth whether the design fit for purpose and whether the produto pat petfoms ts tended function, Clour changes or dele modelsarg secondary consideration. Theprocess engineer employs lean manufacturing techniques to ensure that products are produced with the fninimum waste of effort, money, ime, space andl materials Soquaty involves what the Japanese call azn (continous improvement) and doing things right frst time (FT) Interal or externa act audits verify compllance with standards suchas 150.9001. Quality means tat recorded procedures aren plac, and are being apple and respected Ad finaly, theend ser, Whether they want something cheap, heavy-duty of disposable they wont buyin the fst place fit is scratched, cracked or faved in any way! Listening ED 1:47-1:49 Listen to three people talking about quality. Decide which type of stakeholder each speaker represents. i Word-building [I complete the sentences with the correct form of the words in brackets. Check your answers in the article in Exercise 2, Ce costeffective fitfor purpose ahi 1 Internal carry out checks every year-to ensure ISO standards are maintained, (audit) sity 2. Exacting technical ‘mean that this machine will give many years of service. (specify) intheeyeorthe 3. The components are machined to — of less than-one millimetre. (tolerate) Beholder 4 Cheap copies of branded goods are often (standard), ene 5 They changed their provider because the service was (rely) steed 6. Adopting the RET guidelines has led to an immediate in product quality. (improve) stakeholder 7 Our quality controllers make sure that we reach full with ISO 9001. (comply) 8 Reports of strong customer indicate that our production routines are effective. (satisty)Picea Search for the keywords W Edwards Deming: Who was he end what role ld he pay in the (quality movement? Summarize your ‘ndings and report back tothe cass, Speaking El Work with a partner. Decide whether these adjectives refer to quality positively (+), negatively (-) or both (+/-). Use a dictionary to help you decide. flawed reliable cracked disposable dutable heavy-duty poorly-designed flimsy fragile scratched shoddy tough [Gi Tell your partner about a product you bought that you are either pleased with or dissatisfied with. Use the adjectives in Exercise 5 to explain why. Collocations [El Match the words 1-10 with a-j to make common collocations relating to quality standards. 1 best 4) requirements 2 customer ) expectations 3. statutory ) fault 4 design 4) improvement 5. continuous ©) practice 6 resource 1) objectives 7 industry 2) assurance 8 quality h) specifications 9 measurable i) management 10 technical i) standard how the materials, investment or labour to produce a product or service are managed a flaw in a product which is due to it being poorly designed the qualities that the end user believes the product or service should have what the Japanese call Kaizen, constantly improving the product and process the precise guidelines which establish how the product should be built 6 the accepted norm in a particular field of business: 7 defined targets established to measure improvements in quality compulsory rules imposed by the government the most suitable or efficient way of doing something 10 the system put in place to ensure that quality targets are met [Ei Match the collocations in Exercise 7 with the meanings below. 1 A 3 4 Discussion and presentation [El Work in small groups. You are the product development team responsible for developing one of the following products: a disposable plate, a dishwasher, a supermarket bag, a mobile phone, a car tyre or your own idea. Choose a product and define what level of quality you want to achieve. Think about the following points. the quality of the final product for the end user the quality of the materials you will use how long you intend the product to last whether you want to have a high or low profit margin whether you intend itto be an upmarket or a cheap productEra Seu Me eat i ard > the passive > have something done eed memory assive be + pas participle Wil be met at the airport? ‘They could have been delayed. Ive Just been sacked (by ‘the sales manager) Passives can be less personal, perhaps to ‘oid blame, Wil the report be finishes on time? instead of Will you finish the report on Passive structures; affirmatives, negatives and modals El Work with a partner. Student A: You are a warehouse manager. The transport company you use has made some time? ‘have something done __mistakes that you are angry about. Use active verbs to complain to Student 8. Expresses an Student B: You are responsible for transport for the warehouse. Deal with Student A's arrangement fora different person to do something for vs. normally have my suit ‘doy-cleaned every week. complaints and use the passive to avoid taking the blame. Student A Student B ~ sorry/carton/mislay You've lost one of the cartons! 'm very sorry to hear that that one carton was mislaid You di Wiagereainct red the goods two days late! You damaged one of the machines! Your trucks are very dirty! ‘You left one pallet in our loading bay! admit/delivery/slightly/delay it/should/be/pack/better they/be/clean/at the moment it/be/deliver/tomorrow Now, change roles. Student B: You are a warehouse manager. The security company you use has made some mistakes that you are angry about. Use active verbs to complain to Student A. Student A: You are responsible for security at the warehouse. Deal with Student B's complaints and use the passive to avoid taking the blame. Student B The alarm went off six times last night! Your security guards don't follow procedures! ‘They damaged my Mercedes yesterday! The new cameras don’t work properly! Passive questions and modals Student A it/check/at the moment they/be/train/next week it/should not/be/parkin the loading bay strange/they/service/ yesterday iin small groups, use the prompts to make passive questions about a security camera with a yes/no answer, as in the example. When you have ished, work with a partner, lose your books and try to ask and answer all the questions from memory. ‘camera/service/recently? Yes, it has./No, it hasn't Has the camera been serviced recently? Yes, it has./No, it hasn’. service/at the moment? Yes mend/soon? Yes, it will/No, it won'. check/recently? Yes, it has./No, it hasn'. clean/correctly? Yes, it had./No, it hadn't itis./No, it isn't. repair/last Tuesday’? Yes, it was,/No, it wasn’t, (have)./No, it won't (have). the meantime? Yes, it can./No, it can’t, change/f it can't be repaired? Yes, it could./No, it couldn'theap night shift round-the-clock skip stack | take the blame ' 1 i ‘research Search forthe keywords bottle contamination ‘call to discover how some real happened and the consequences for the companies involved Report back tothe clas have something done [El Work with a partner. Your warehouse is ina mess and you have some new customers coming to visit it early tomorrow morning. Read the list of what needs doing and how much it will cost. You have a budget of 300. Decide together what you'll have done and what you'll do yourselves to give your visitors a good impression of the company. ry Listening for detail [l_D #50 Fuelflo manufactures fuel systems for civil and military aircraft. Recently, a customer, Airbridge, complained of a problem with fuel pumps. Listen and match the company departments with the problems. Logistics Production Sales stock put the wrong fitting on the pumps. didn’t give Production enough warning. sent two different parts together at the last minute, —— didn't spot the difference. decided (o reduce stock movements, sent a delivery late. [i Rewrite the notes in Exercise 4 using the passive to make the comments sound less. personal and less aggressive, 1. The wrong fitting was put on the pumps. IG At the end of the meeting, Fuelflo made plans to solve the problem. Rewrite sentences 1-6 uring the prompts and the passive or have something done. 1 In future, we will arrange fr the parts to be delivered separately. In future, we will have \We will ask Airbridge for easier warnings of any changes. Airbridge will 3. Birgit will get someone to cheek the paris Birgit will have 4 Somebody must brief the Stock Department. The Stock Department 5. We will give Airbridge a discount on their next order Airbridge iy 6 Anindependent auditor will check the procedures. We will have Roleplay ' Work with a partner. You both work for a company producing bottled mineral water. Recently, some consumers have complained of a strange taste in a small number of bottles ‘and some have had to be recalled. Itis summertime and your bottling plant is working round-the-clock to meet demand. Student A: You are an internal quality auditor. Your job is to identify and solve the problem by asking tactful questions. Turn to page 115. Student B: You are the night shift supervisor. Ty to avoid tal where necessary. Turn to page 117 19 the blame, using the passive I when you have identified the probable cause of contamination, in small groups, define ‘what corrective action should be taken, Compare your solution with another group. Business?