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T

he

Business

2.0

1

Answer Key

2

1

from 2 with 3 to 4 from 5 with 6 to

7

Ø 8 for

3

1

goodsdespatched

2

goodsdelivered

3

deliverynotesigned

4

deliverynotecopyreturned

5

deliveryconfirmed

6

invoicegenerated

CVsandcoverletters

3

1 Iamkeentogainbusinessexperience

2 Ihaveextensiveknowledgeof

3 considerableexperienceofassemblingcomputers

4 hasgivenmeastronginterestinretailing

5 hard-workingandhighlymotivatedintern,

6 makeavaluablecontributiontoyourorganization

7 wouldbehappytoacceptanyposition

8 Iwillcallyounextweektoansweranyquestions

9 pleasefeelfreetocontactmeatanytime

10 foryourtimeandconsideration

Unit 1 Corporate culture

1.1Aboutbusiness

Workcultureandplacements

1

Itdependsoncompanyculture.Newemployeesneedtotrytoworkout

quicklywhatisexpectedineachofthethreesituationsandtoadjusttothe

companycultureassoonastheycan.Tostartoffthough,it’sprobablysafest

todresssmartly,notbethefirstorthelasttoleavetheoffice,maybemake

oneortwocontributionstoameeting,butmoreimportantlytolistenand

learnatfirst.

2

a) Theexperimentdemonstratedhowanunwrittenruleiscreated.

b) Belowaresevenexamplesofunwrittenrules.

•

Nobodyshouldeverclimbtheladder.

•

Workinglonghoursismoreimportantthanachievingresults.

•

Thebossisalwaysright,evenwhenhe’swrong.

•

Ifyou’renotatyourdesk,you’renotworking.

•

Nobodycomplains,becausenothingchanges.

•

Women,ethnicminoritiesandtheover50sarenotpromoted.

•

Thecustomerisking,butdon’ttellanyone,becausemanagementare

moreinterestedinprofitability.

c) Newstaffquicklylearnwhentheirideasandopinionsarelistenedto

andvalued,andwhenit’sbettertokeepthemtothemselves;which

assignmentsandaspectsoftheirperformancewillbecheckedand

evaluated,andwhoseobjectivesandinstructionstheycansafelyignore.

Theylearnfromthewaystaffspeaktomanagement,tocustomersand

toeachother,andfromthedifferencesbetweenwhatissaid,decidedor

promised,andwhatactuallygetsdone.

3

Suggestedanswers:

1 Organizationsandcompaniescantrytoavoidnegativeunwrittenrulesby

respectingcommitments,givingandlisteningtofeedback,definingand

applyingclearprocedures,providingtrainingtodevelopapositivework

culture.

2 Agovernmentdepartment:

•

Officeetiquette:formaldresscode,strictofficehours,inflexible,subject

tosecurityconstraints

•

Relationshipswithcolleagues,managementandclients/business

partners:hierarchicalandformalized

•

Autonomyandinitiative:limited,strictproceduresforeverything

Asmallpublicrelationsfirm:

•

Officeetiquette:probablyveryinformal,relaxed,flexible,results-

orientatedratherthantime-conscious

•

Relationshipswithcolleagues,managementandclients/business

partners:friendlyandparticipative,littleornovisiblehierarchy

•

Autonomyandinitiative:wide,butmustbejustified

Business fundamentals

Companytypesandstructures

1

Possibleanswers:

Industry type

Business type

Business

model

Yourinternet

connection

tertiary(service)

Ifyourinternetserviceis

providedbyabigtelecoms

company,thisislikely

tobeapubliclimited

company

B2C

Yourbicycle

secondary

(manufacturing)

privatelimitedcompany

B2B

Sparepartsfor

yourcar

secondary

(manufacturing)

privatelimitedcompany

B2B2

Yourmilkand

cheese

primary(farming) privatelimitedcompany

B2B

Yourhaircut

tertiary(service)

Thehairdressercouldbe

workingindependentlyas

asoletrader,orbepartof

apartnershiporaprivate

limitedcompany.

B2C

Yourdental

care

tertiary(service)

Yourdentistmaybe

workingforapartnership

oraprivatelimited

company.

B2C

2

Smallfamilybusiness

=

productstructure

Globalonlineretailer

= hierarchicalstructure

Multinationalconglomerate

=

functionalstructure

Medium-sizedmanufacturer =

matrixstructure

3

Speaker1–geologist–primary–B2B–PLC–matrix

Speaker2–photographer–service–B2C–soletrader–N/A

Speaker3–productionsupervisor–secondary–B2B–Ltd–hierarchical

Speaker4–lawyer–service–B2B–partnership–product

Speaker5–businessdevelopmentmanager–service–B2B2C–PLC–

hierarchical

Companyfinance

1

c

2

1

revenue

2

costofgoodssold

3

grossprofit

4

operatingcosts

5

operatingprofit

6

taxanddepreciation

7

netprofitaftertax

8

dividends

9

retainedprofit

3

Currentassets:unpaidcustomerinvoices,rawmaterials,inventory

Long-termassets:officefurniture,cars,productionmachinery,patents,

buildings,land

Currentliabilities:unpaidsupplierinvoices,unpaidsalaries,unpaidinsurance

premiums

Long-termliabilities:bankloans,mortgages

Shareholders’equity:moneyinvestedinthecompanybythefounders,

retainedprofit

Supplychain

1

1

HighStreetPCsLtd

2

ChinaKeyboardsLtd

3

GeneralPlasticsCorp.

4

ElectronicDistributionPLC

5

CherryComputerInc

6

ChinaKeyboardsLtd

7

ElectronicDistributionLtd

Answer Key

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Answer Key

2

Answer Key

3 InmostLatincultures,managerswillexpectsubordinatestoperform

taskslikemakingcoffee.SomestaffinNordicculturesmaybeshocked

andeveninsultedbysucharequest.

4 Thisusuallydependsmoreonthetypeofworkinvolvedthanonlocal

orworkculture.Personalcallsforstaffinproductionmaybevery

unwelcome,whereasindepartmentslikesalesormarketing,wherework

organizationismoreflexible,thereisusuallynoparticularproblem.

5 ThisisthecaseinmanyEnglish-speakingandNordiccultures,especially

intheUSA.InLatinandAsiancountries,theoppositeisoftentrue,with

acertainkudosorevenmachismoassociatedwithworkinglate.

6 Thisprobablydependsontheorganizationasmuchasontheculture:in

largescientificmeetings,forexample,themajorityofattendeeswillnotbe

expectedtospeak.

7 Someorganizationswelcomeandevenencouragejuniorstafftosuggest

improvements;thisisusuallylesswellacceptedinsmallercompanies,

wherethemanagementfeelmorepersonallyinvolvedandresponsiblefor

thewaythingsaredone.

8 Somecompanieshaveapolicyofnothiringcouplesandwillmoreor

lessactivelydissuadestafffromenteringromanticrelationships.Other

companiesacceptthatrelationshipswilloccur,butwhentheydo,will

movethepartnerstoseparatepartsoftheorganization.Inextremecases,

onememberofthecouplemaybeaskedtoresign.

2

Version1:impatient,firm,authoritarian,threatening,frankandpossibly

objectiveanddogmatic

Version2:objective,agoodlistener,diplomatic,friendly,understanding,

insincereandpossiblyweak

3

Suggestedanswers:

1 Simon’sapproachinthesecondversionismoresuccessfulbecauseit

ismorediplomatic.Heisn’taggressiveinthewayhecriticizesTiffany’s

behaviour‘Ithinkperhapsyoushouldthinkabouthowyoutalktoyou

colleagues’,soheavoidsputtingheronthedefensive.Hegetsherto

considerMaureen’spointofview‘Youmightwanttothinkaboutwhyshe

couldn’thelpyou’,butalsodemonstratesanunderstandingofTiffany’s

position‘Iappreciatethatyouworkhardandexpectotherpeopleto

showthesamecommitment.’Healsousespersuasivetacticsappealingto

reason,ratherthansimplygivinganorder‘Don’tyouthinkyoumightget

betterresultsfrompeoplelikeMaureenbybeingalittlemorediplomatic’.

AllthismakesitmucheasierforTiffanytorespondcalmly.

2 WhetherornottherearesituationswhenthestyleinVersion1ismore

acceptablemightdependbothonthecultureofthestudents’country

andthecultureofthecompanyinquestion.Thereareworkculturesin

whichamore‘direct’andauthoritative/authoritarianapproachmight

notonlybeacceptablebutwouldbeexpected.Theseniorcolleaguemight

evenlosetherespectofhisjuniorifhedidn’trespondforcefully.Thisis

particularlybutnotexclusivelytrueofworkenvironmentswherethereis

astronghierarchy,suchasthearmedforces,orwhereworkisphysically

demandingandcanbedangeroussuchasanoilrigorconstructionsite.

3 Students’ownanswers

4

Youmightwantto…

Ithinkperhaps…

Itseemstomethat…

Don’tyouthink…?

Whydon’tyou…?

5

Suggestedanswers:

1 Wouldn’titbebetternottodisturbyourco-workers?

2 Itseemstomethatyouneedtoprioritizeifyouwanttomeetdeadlines.

3 Youmightwanttodelegatemoreifyouwanttofinishthejob.

4 Ithinkperhapsyoushouldn’teatatyourdesk.

5 You’ddobetternottomakepersonalcallsatwork.

6 Actually,Ithinkifyouignoreyourcolleagues,youcan’texpectthem

tohelp.

7 Wouldn’tyouagreethatyoushouldtakecareofyourlife-workbalanceif

youdon’twanttogetill?

6

Suggestedanswers:

A: Ithinkperhapsthatitwasn’tagoodideatodisagreewithyourboss

thismorning.

B: Well,itseemstomethatIwasright.

A: Wouldn’titbebetternottobesoaggressive?

B: Idon’tthinkit’sanyofyourbusiness.

A: Wouldn’tyouagreethatyouwon’tprogressinthecompanyifyoucan’t

acceptcriticism?

B: OK.Iseeyourpoint.

A: Wouldn’titbebettertochangeyourattitudealittle?

B: Sure.You’reright.I’lltrytochange.

1.5Writing

Aplacementreport

1

Suggestedanswer:

Itwillcontaininformationabouthisworkexperience,colleaguesand

managers,thecompany,thedepartment(s)heworkedinandwhathelearned

whilehewasatthecompany.Itwillbewritteninaformalstyle.

4

1 Sandrawasnotacceptedbyhercolleaguesbecausetheyfeltthatsheleft

worktooearly.Davidupsetaninternwhoarrivedlate.

2 Sandramisunderstoodthe(unwritten)officerulesonworkinghours.

DavidassumedMonica(theintern)wouldknowtoinformhimshehad

adentist’sappointment,butshedidn’t;MonicamisinterpretedDavid’s

friendlinessaschangingthesupervisor–internrelationship.

5

Students’mistakes:

Sandra’sstory:didn’taskabout/wasnotsensitivetounwrittenrules;didn’t

talktocolleagues

David’sstory:tookfriendlycultureatfacevalue;didn’tacceptcriticism;

didn’tlearnfromtheproblem
Supervisors’mistakes:

Sandra’sstory:didn’ttellstudentaboutunwrittenrules;gavestudenttoo

muchautonomy;didn’tmakesurestudentmetcolleagues

David’sstory:didn’texplainlocalworkculture;didn’tkeepenoughdistance

fromintern;didn’tunderstandtheintern’sconfusion

1.2Vocabulary

Workorganizationandresponsibility

1

Suggestedanswers:

1 work–

Workisanuncountablenounreferringtoageneralconcept.The

otherwordsallrefertospecificitems.

2 deputy–Your

deputyisasubordinatewhoreportstoyou.Theother

wordsrefertopeopleaboveyouinthemanagerialhierarchy.

3 collaborator–A

collaboratorissomeonefromadifferentcompanywho

workswithyou.Theotherwordsrefertopeoplewhoworkinthesame

companyasyou.

2

1 COO

2 Office

3 accountants

4 Business

5 PR

6 R&D(ResearchandDevelopment)

7 researchscientists

8 Engineering

9 technicalwriter

10 ITManager

11 webdeveloper

12 supportengineers

3

1 BecauseWarndarisasmallcompany.

2 BecauseWarndarisgrowingfast,soit’sgoingtochangeastheyhire

newstaff.

3 TheCOOrunsthebusinessonaday-to-daybasis.TheCEOdealswith

strategyandshe’sontheboardoftheparentcompany.

4 IrysisisWarndar’sparentcompany.ItisbasedinHouston(Texas,USA).

5 IrysistookWarndaroveracoupleofyearsago.

6 Roxanejoinedsixmonthsago.Herpredecessorresignedwhenhewas

appointedHeadofITatabigconsultancyfirm,butwasfiredafterthree

months.

4

1 c) 2 e) 3 d) 4 a) 5 b)

6 i)

7 h)

8 j)

9f)

10 g)

5

1 alongside 2 under 3 as 4 at 5 in 6 on

1.3Grammar

Pasttensesandadvicestructures

5

2

TheCEOshowedtheexecutivesthepool.

3

TheCEOchallengedhisteam.

4

Therewasaloudsplash.

5

Everyoneranbacktothepool.

6

TheCFOclimbedoutofthepool.

7

Thelargestcrocodile’smouthshut–snap–behindtheCFO.

8

TheCFOaskedtheCEOwhowasresponsible.

6

1 haddone;wasproudlyshowing

2 hadbuilt

3 hadjuststarted;was

4 turnedaround;ranback;wasswimming

5 hadalmostcaught;reached

6 had/’djustmanaged;heard

8

1 b) 2 d) 3 e) 4 c) 5 a)

6 g) 7 i)orh) 8 j) 9 f) 10 h)ori)

1.4Speaking

Meetingsone-to-one

1

Answersdependonlocalandworkcultures.Suggestedanswers:

1 InmostEnglish-speakingcultures,thisisthenorm,withthenotable

exceptionofAfrica,wheresuperiors,andfrequentlypeers,areaddressed

bytheirsurname.UseofthefirstnameisalsounusualinmuchofAsia,

andinGermany.

2 Somecultures,likeFrance,makeacleardistinctionbetweenbusinessand

personallife.Others,liketheSwedishfurniturecompanyIkea,organize

regularsocialevents,wherealllevelsofstaffareexpectedtomixfreely.

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Answer Key

3

Answer Key

1.6Casestudy

Counselling

1

Suggestedanswers:

cultureshockingeneral,languageproblems,homesickness,food,climate,

housing,schools,familymembersdon’tmaketheadjustment,cultural

differencesatworkandoutsidework

2

Counselling=helpingsomeonemanageapersonalproblemusingtheir

ownresources

Counsellingskills=listening,talking,helping,assisting,exploringproblems

Thethreephasesofcounselling=Phaseone=Talk;Phasetwo=Think;

Phasethree=Act

4

1 Howdidyoufeel?

2 Soyou’resayingthat…?

4 Right.

5 Youweresurprised

?

6 So,tosumup,…

7 Whataretheoptions?

8 Whatwouldhappenif(+

past tense)?

9 What’syourfirstpriority?

10 Whynotstartby-

ing ...?

5

Suggestedanswers:

1 Whatdidyoudo?

2 Sowhatyoumeanis…

4 That’sinteresting.

5 Really?Youactually(said)…?

6 So,basically,…

7 Whatalternativescanyousee?

8 Wouldthatgettheresultyouwant?

9 Wheredoyouthinkyouneedtostart?

10 Beforeyoudoanythingelse,whydon’tyou…?

Unit 2 Customer support

2.1Aboutbusiness

Callcentres

1

Suggestedanswers:

Reasonswhyitmatters:

whenpeoplehaveaproblem,it’sreassuringtohavesomeonewhois

culturallyandlinguisticallythesameontheendoftheline;theremaybe

languageproblemswithnon-nativespeakers–theiruseoflanguagemay

beunclearorimpolite;nativespeakerswithstrongaccentssometimes

makeitimpossiblefornon-nativesincallcentrestounderstand;it’shard

fornon-nativestodealwithrudeorsarcasticcustomersbecausetheydon’t

understandtheirtoneormood;somecustomersworryabouttheworking

conditionsofforeignworkersabroad–theydon’twanttobeusingaservice

whichisunderpayingorexploitingpeople.
Reasonswhyitdoesn’tmatter:

Moderntechnologymeansthatlocationisirrelevantintermsofcostand

qualityoftheline;Englishisaworldlanguageandspeakersinmany

developingcountriesoftenspeakitexceptionallywell;ascallcentrejobsare

highly-prizedincountrieslikeIndiabutconsidereddead-endjobsinEurope,

youaremorelikelytogetabrighter,morepolite,moremotivatedcallcentre

employeeindevelopingcountries;mostpeoplewantgoodserviceoradvice

sothecultureandaccentofthecallcentreemployeeisirrelevant.

2

a) F b) T c) T d) T e) F f) F

3

1 E 2 A 3 C 4 D 5 B

4

Strengths:culturallinks;bars,restaurantsandshoppingmalls;national

language;taxbreaks

Weaknesses:experiencedmanagers

Opportunities:unreliableinfrastructuretobusemployeestoandfromwork;

replaceuptohalftheirstaff

Threats:consultancyprojects;nightshifts;fourmillioncollegegraduates

5

1 Ittransfersthemtotherightsalesperson,andifthatpersonisnotathis

orherdesk,itispushedthroughtotheirmobile.Iftheydon’tpickup,it

recordsavoicemail.

2 Itrecognisesthelocationofthecallandsendsittosomeonelocal.

3 Theagentscomefromalltheregionscoveredbythecompanyandhave

culturalfamiliarityandlocalknowledge.

4 Itavoidsfrustrationbymakingsurecustomersgetthroughtotheright

personandnotamachine.

5 Theoreticallytheycoudbeworkinganywhereintheworld,evenathome.

2

1 c) 2 e) 3 a) 4 d) 5 b)

3

1 d) Professionalachievementsandconclusions

2 c) Introduction

3 e) Experienceduringworkplacement

4 d) Professionalachievementsandconclusions

5 a) Observationsaboutthecompany

6 d) Professionalachievementsandconclusions

7 a) Observationsaboutthecompanyorc)Introduction

8 a) Observationsaboutthecompany

4

1 underthesupervisionofMrGeoffreyThomson

2 customerswerecontactedbytelephone

3 itbecameclearthat

4 Theorderoftheitemswasthereforemodified…

5 Toobtainasimilarresultthroughmediacampaignswouldcostmillions.

6 mostimpressive

7 wasamajorchallenge

8 Fortunately,IwasabletoapplytheknowledgeIhadacquiredin

marketinginyeartwoofmydegree…

9 theresultsofmystudywereextremelywellreceived

5

Suggestedanswers:

•

threemonthsnearBirminghamataplacecalledDiftco

•

theyexportconstructionequipment

•

itwasallright

•

abitcrazythere–peopleworkedreallyhard,sometimesfromeightinthe

morningtonineortenintheevening

•

inchargeofpreparingshippingdocuments

•

didinternationaltradelastsemester–ithelpedalottounderstandwhat

wasgoingon

•

bosswasverystrictbut,OK–shedidn’tscreamatmewhenIdid

somethingwrong

•

oncesentacontainertoAustriainsteadofAustralia

•

reallystrongaccent–Ididn’tunderstandhalfofwhathesaid

•

sophisticatedautomaticsystem

•

can’tevercompletelyeliminatehumanerror

•

goodplacementforfirst-years,butsecond-yearsshouldhavemore

managementresponsibility

•

washopingtogetsomemanagementexperience,butImostly

workedalone

•

learnedquitealotinthreemonths

•

wouldn’tliketoworkthere

6

Modelanswer:

IwasemployedforthreemonthsatDiftco,nearBirmingham,underthe

supervisionofMsWitten.Theobjectiveoftheinternshipwastogain

managementexperienceinanindustrialenvironment.Diftcoexports

constructionequipmentandisoneofthemostprofitablefirmsinthe

region.

IworkedintheExportOfficemostoftime,whereIwasinchargeof

preparingshippingdocuments.Iwasalsoresponsibleforchecking

containersinthewarehouse,wheretheequipmentisassembledand

packed.Isuccessfullylearnttousetheautomaticbarcodesystemused

inthewarehouse.Thisisasophisticatedautomaticsystem,whichassigns

acodeandapositiontoeverycomponentinthewarehouse.However,

itwasinterestingtodiscoverthatevensuchasophisticatedtoolcan

nevercompletelyeliminatehumanerror.Perhapsthemostvaluable

lessonIlearntwastodouble-checkinformation.Theimportanceof

carefulcheckingwasemphasizedwhenIunfortunatelysentacontainer

toAustriainsteadofAustralia,becauseIhadmisunderstoodmy

correspondentonthetelephone.

Thecompanyissuccessfulandwellorganized,withaverymotivated,

hard-workinganddedicatedstaff.However,IfeelIwouldbemore

effectiveinanenvironmentwithmorevarietyandlessroutinepaperwork.

Oneareaofthecompany’sactivityleavesroomforimprovement,andthat

istheproblemofwasteinthewarehouse.Amoresystematicpolicyof

recyclingwouldhelptosolvethisproblem.

Thecoursemoduleininternationaltradestudiedlastsemesterwas

extremelyvaluableinunderstandinghowacompanylikeDiftcoworks.

Thankstothispreparation,Iwasabletoestablishagoodrapportwiththe

exportstaff.Ontheotherhand,communicationwiththewarehousemen

wasmuchmoredifficult,mainlybecausemanyofthemdonotspeak

English.

Overall,theinternshipwasapositiveexperience,whichallowedmeto

gainsignificantexperienceinthreemonths.However,Imostlyworked

aloneandthereforedidnotachievethegoalofacquiringmanagement

experience.AplacementatDiftcowouldbemostvaluableforfirst-year

students;second-yearstudentswouldbenefitfromapositionwithgreater

managementresponsibility.

Appendix:ADailyjournal,BCopiesofletterstoandfromMsWitten,

supervisor

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Answer Key

4

Answer Key

4

Suggestedquestions:

Howmanydaysarethereinayear?365

WhowasthefounderofMicrosoft?BillGates

Whatisthelargestsportingeventintheworld?theOlympicGames

6

Orderedfrommostdirecttomostpolite:

5 Doyouthinkyoucouldpossiblyfaxmethedetails,please?

4 Wouldyoumindfaxingmethedetails?

2 Canyoufaxmethedetails?

6 Iwaswonderingifyouwouldhaveanyobjectiontofaxingmethedetails?

1 Faxmethedetails,willyou?

3 Couldyoufaxmethedetails,please?

7

e) No,noproblem.

Thenegativeisappropriatefor2and6,butnotfortheothers.

9

1 don’t

6 ’llneedto/’llhaveto

2 ’llhaveto/’llneedto

7 don’t

3 needn’t/don’thaveto

8 needn’t/don’thaveto

4 Don’t

9 don’t

5 mighthaveto

10 needn’t/don’thaveto

2.4Speaking

Dealingwithproblemsbytelephone

1

StudentAwilldescribea‘nomobilephonesallowed’/‘switchoffmobile

phones’sign.

StudentBwilldescribea‘disabledaccess’/‘disabledtoilets’sign.

2

1 Thecustomercan’timportspreadsheetsintoaSuperworddocument.

2 Theoperatorpromisestoaskthespreadsheetspecialisttocallbackina

fewminutes.

3

1 b) 2 a) 3 b) 4 a) 5 b) 6 a) 7 b) 8 b)

9 b) 10 a) 11 a) 12 b)

4

Suggestedanswers:

Conversation1

Helpline: Superwordhelpline.Holdtheline,please…Thankyoufor

holding.MayIhelpyou?

Customer: Yes,I’mafraidI’mhavingaproblemwithyourprogram.

Helpline: I’msorrytohearthat.Letmesortthatoutforyou.

Customer: Yes,I’dappreciatethat.

Helpline: Allright.Whatsortofproblemsareyouhaving?

Customer: Well,Ican’tprintPDFfiles.

Helpline: Sorry?I’mafraidit’snotaverygoodline.Couldyouspeakup

abit?

Customer: Ohsorry,yes.Isthisbetter?IwasjustsayingthatIcan’tprint

PDFfiles.

Helpline: Isee.Inthatcase,Ithinkitwouldbebesttospeaktoour

PDFexpert.

Customer: Allright,canyouputmethrough?

Helpline: Well,I’mafraidhe’snotavailableatthemomentbutIcanask

himtocallyouback.Whenwouldbeconvenientforyou?

Customer: Tomorrowmorning?

Helpline: Thatwouldbefine.Onthisnumber,Mrs,er,…?

Customer: Gearhirt.JamilaGearhirt.

Helpline: Couldyouspellthatplease?

Customer: Yes,ofcourse.That’sG-E-A-R-H-I-R-T.

Helpline: Allright,MsGearhirt.Tomorrowmorningatabout9o’clock,then?

Customer: Yes,that’sperfect.Thankyouverymuch.

Helpline: You’rewelcome.Goodbye.
Conversation2

Helpline: Goodafternoon.MayIhelpyou?

Customer: Oh,hello.IsthatAutosales?

Helpline: Yes,sir.Pamelaspeaking.HowcanIhelpyou?

Customer: Oh,good.Well,I’mcallingaboutthenewcarIboughtlastweek.

Itwon’tstart.

Helpline: Oh,I’mverysorrytohearthat.Itmustbeveryannoyingforyou.

Customer: Well,canyoudosomethingaboutit?

Helpline: I’mafraidthemechanicsareallouttolunchrightnow,sir.

Customer: Well,canIleaveamessage?

Helpline: Yesofcourse.CouldIhaveyournameplease?

Customer: It’sMcCready.AlistairMcCready.

Helpline: Ah,yes,MrMcCready.Allright,I’llmakesuresomeonecallsyou

backfirstthingafterlunch.

Customer: Allright.Well,I’llbeexpectingyourcall.Goodbye.

Helpline: Goodbye,MrMcCready.

5

1 Thecustomercan’tuseWordbecausethereisapowercut.

2 Theoperatortellsthecustomertotakehiscomputerbacktothestore

becauseheistoostupidtoownacomputer.

2.2Vocabulary

Customerserviceandtelephoning

1

annoyed(

B),cheerful(H),difficult(C),frustrated(B),grateful(C),helpful(H),

knowledgeable(

H),patient(H),persuasive(H),pleasant(H),reassuring(H),

satisfied(

C),sympathetic(H),understanding(H),upset(C)

2

Suggestedanswers:

1 reassuring,pleasant,sympathetic

2 frustrated,annoyed,upset

3 knowledgeable,helpful

4 grateful,satisfied

5 sympathetic,patient

6 persuasive,pleasant

7 grateful,satisfied

8 cheerful,helpful,pleasant

3

Suggestedanswers:

1 WhenIswitchiton,nothinghappens.(photocopier,PC,mobilephone)

2 Itbrokedownonthewaytowork.(car)

3 Itkeepscrashing.(PC)

4 There’ssomethingstuckinside.(photocopier)

5 Ican’tswitchitoff.(photocopier,PC,mobilephone)

6 It’snotworkingproperly.(car,photocopier,PC,mobilephone)

7 Itwon’tstart.(car,PC)

8 It’soutoforder.(photocopier,PC)

9 Ithinkit’sacompletewrite-off.(car,photocopier,PC,mobilephone)

10 Thebattery’sdead.(car,PC,mobilephone)

4

1 identifythesymptoms

2 diagnosethefault

3 sortoutaproblem

4 talkthecustomerthroughtheprocess

5 escalatetheproblemtothesupervisor

6 arrangeavisitfromourtechnician

7 exchangetheproduct

8 giveafullrefund

5

1 a) 2 d)ore) 3 c) 4 b) 5 d)ore) 6 g) 7 f)

6

1 switchoff 2 disconnect 3 unscrew 4 remove

5 release 6Liftout 7 insert 8 pushinto 9 Fasten

10 Replace 11 screwin 12 turnon

7

1 d) 2 c) 3 a) 4 b) 5 f) 6 g) 7 h) 8 e)

8

1 speakup

2 putyouthrough

3 takedown

4 getthrough

5 getbackto

6 callback

7 holdon

8 hangup

9

Suggestedanswers:

•

Thecustomerisalwaysright.

•

Makethecustomerfeelvaluedandimportant.

•

Becourteousandfriendlyatalltimes.

•

Givecustomerswhattheywant.

•

Alwaysdeliverwhatyoupromise.

•

Payattentiontodetail.

•

Dealwithproblemsquicklyandefficiently.

•

Choosetherightpeopletodothejob.

•

Trainyourcustomerservicestafftothehigheststandards.

•

Don’tstandstill–keepreviewingwhatyoudoandhowyoudoit.

2.3Grammar

Askingquestionsandgivinginstructions

1

aUSBmemorystick

2

1 IsitadvertisedonTV?

2 Doyouuseitforwork?

3 Wouldyoufindoneineveryoffice?

4 Canyouputitinyourpocket?

5 Diditexisttwentyyearsago?

6 Doesituseelectricity?

7 Doyouuseittospeaktopeople?

8 Isthereaconnectionwithcomputers?

9 Doesitcostmorethan$30?

10 Canyouuseittostoredata?

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

5

Answer Key

2.6Casestudy

CybertartanSoftware

1

Suggestedanswers:

Customerscanmakeacomplaint;sendaproductbacktothemanufacturer;

refusetobuyspecificproductsorusespecificshops,etc.

2

1 customersatisfaction,recruitmentproblems,highstaffturnover,needto

reducecosts

2 Customersaredissatisfiedbecausetherearen’tenoughadvisersand

becausetheyarekeptonholdtoincreasecallcharges;moremoneyrather

thanlessisrequiredtorecruitandkeepgoodstaff.

3

1 T

2 F(employeesandcustomersaredissatisfied)

3 F(averagecall12minutes@£0.50/minute=£6:costofcall=£4.50)

4 D(itdepends–perhapsnotifholdtimeisreduced)

5 T

6 F(only‘verydissatisfied’tripled)

7 T

4

theshiftsystem

5

1 Thisleadstohighstaffturnover.

2 Supervisershavetobestrictaboutpunctualityandbreaks.

3 Punctualityisaproblem.

4 Adviserscan’tpersonalizetheirworkspace.

5 Customersneedmorehelp;therearemorecallsthanthecentrecan

answer,soadvisershavetomakecallsasshortaspossible.

6 Advisershavetoreadoutinstructionsfromthemanual;explainingthings

theydon’tunderstandthemselvesisnotsatisfying.

7 Thereisnochanceofemployingwomenwithchildren.

Unit 3 Products and packaging

3.1Aboutbusiness

Packaging

1

Suggestedanswers:

Packagingshouldprotecttheproductwhilstit’sbeingtransported,displaythe

producttoitsadvantageontheshelf,resistpilfering(e.g.belargeenoughto

preventthesmallproductbeinghiddeninapocket),beapracticalshapefor

transportandstorage,carrytextforinstructions,etc.

2

1 Hethinkspackagingisthebestwaytocommunicatethedifferencethat

makesyourproductthebestchoice.

2 NewChinaPackagingusescross-functional‘taskforces’todevelop

packagingconcepts.

3

1 T 2 F 3 F 4 T 5 F 6 T 7 T 8 F

4

Suggestedanswers:

1 Theadvantagescouldbegettingarangeofdifferentperspectiveson

thesuitabilityofthecandidateandthatheorsheisapprovedbyallthe

differentdepartmentstheywillhavecontactwithinthecompany.The

disadvantageisthatitwouldbepossibletoendupwiththemostpopular

candidateratherthantheonebestsuitedtothejobinquestion.

2 Theadvantageisthatthedeveloperswillhavethebroadestpossible

perspectiveofthecompany’sneeds.Theyarelikelytoproducea

betterproductthattakesintoconsiderationtherequirementsofallthe

stakeholders.Thedisadvantagecouldbethatthedeveloperswouldneed

moretimetoprocesstheinformationandsortoutwhatismostrelevant.

3 Theadvantagecouldbethatthewholecompanycouldcontribute

inpersonalizingthedealtothecustomer’sparticularneeds.The

disadvantageisthatifthespecialdealsareprimarilyfinancial,thisis

essentiallyamatterforthesalesdepartmentwhoneedtospendtime

cultivatingcustomerrelationshipswithoutinterferencefromelsewhere.

Fromthecustomer’sperspective,theyprobablyprefertodealwiththe

samepointofcontact.

4 Theadvantageofacross-functionaltaskforceforcreatingtraining

programmesisthatitwouldbeveryusefulindeterminingtheexactneeds

ofpersonnelatalllevelsandindifferentjobfunctionsaswellasfinancial

andtechnicalconstraints.Thedisadvantagecouldbethatthetechnical

knowledgeandunderstandingrequiredmightbeverydifferentformone

departmenttoanother.

5

1 ‘Wraprage’isanewtermusedtodescribetheirritationandlossofself-

controlexperiencedwhenstrugglingtoopenwrapping/productpackaging.

2 It’sespeciallyprevalentamongstseniors:70%ofover50sexperiencewrap

rage-relatedinjuries.

6

Explaining the problem

I’mhavingtroublewithWord.

Itdoesn’twork.

Itwon’tacceptanythingwhenItype.

Nothinghappens.

Ican’ttypeanything.
Diagnosing the causes

Wasitworkingproperlybeforethat?

Whatdoesyourscreenlooklikenow?

Haveyoutriedhitting‘Escape’?

DidyouquitWord?

Canyoumovethecursoraround?

Doesyourmonitorhaveapowerindicator?
Giving instructions

Couldyoulookonthebackofthemonitor?

Nowyoujusthavetofollowthecordtotheplug.

Ineedyoutolookbackthereagain.

I’dlikeyoutogoandgetthem.

ThenIwantyoutotakeitbacktothestore.
Promising help

I’llhavesomeonecalltheelectricitycompany.

2.5Writing

Formalandinformalcorrespondence

1

Suggestedanswer:

Dependingonthelanguage,typicalfeatureswhichdistinguishformalfrom

informalorneutralstylesare:useoftitlesorspecificformofaddress;useof

polite/familiar2ndpersonpronoun;absence/useof1stpersonpronoun;

absence/useofconventionalpoliteexpressions;useofindirect/directstyle;

useofformal/informalvocabulary;absence/useofcontractions;useof

references;referencetopreviouscorrespondence;lengthofsentences;layout

constraints.

2

1 4 acustomerservicedepartment

3 aseniorcolleague

1 ajuniorcolleague

2 acustomer

2

Formalmessages:1,2

Neutral/Informalmessages:3,4

3

Formal

Neutral/Informal

Greeting

DearMsReckett,

HiJames,

DearSirorMadam,

DearMissRoebotham,

Opening

Iamwritingtoenquire

about…

Reyouremail

Iamwritingwithregard

to…

Thanksforyourmail.

Requests

Iwaswonderingifyou

could...?

Givemearing…

Iwouldbeverygratefulif

youcould...

Canyoujust…?

Closing

Iwouldverymuch

appreciateanyhelp.

Hopethishelps.

Thankyouforyourhelp.

Don’thesitatetogetbackto

meif...

Salutation

Yourssincerely,

Cheers,

Yoursfaithfully,

Regards,

4

1 JameshasadaptedtoMargaret’sinformalstyleafterconfirmingthatshe

remembershimfromtheparty.

MaxhasswitchedtoMissRoebotham’sformalstyleafterdiscoveringthat

sheisnotinfactanoldfriend.

2 Suggestedanswers:

Email5

Thanks…



Thankyou…

Cheers



Yourssincerely

Email6

Iwouldbeverygratefulifyoucould…



Canyou…?

Iwouldliketoexpressmygratitudefor…



Thanksfor…

Email7

I’veattached…



Pleasefindattached…

Hopethishelps.



Donothesitatetocontactusagainifyouneedany

furtherinformation.

Email8

Iwaswonderingifyouwouldmindcoming…



Couldyoucome/Why

don’tyoucome…?

Yourssincerely



Bestwishes

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

6

Answer Key

3

Sampleanswers:

2 OprahWinfrey,whoisoneoftherichestwomenintheworld,started

TheOprahWinfreyShowin1985,whichisstillbroadcastedintheUS

today.

3 WaltDisney,whostartedWaltDisneyCo.,inventedMickeyMouse,who

istheworld’smostfamouscartooncharacter.

4 MarkZuckerberg,whoselifehasbeenmadeintoamovie,isthe

renownedfounderofFacebook,whichisaneasy-to-usesocial

networkingservice.

5 BenCohenandJerryGreenfield,whowerelifelongfriends,setupBen

&Jerry’s,whichre-namedoneofitsice-creams‘YesPecan’inhonourof

BarackObama’selectionasU.S.President.

6 JeffBezos,whostudiedcomputerscience,setupAmazon,which

launchedtheKindlee-bookreader,inhisgarage.

7 SergeyBrinandLarryPage,whosecompany’ssloganis‘Don’tbeevil’,

setupGoogle,whichisfamousforfreeapplicationslikeGoogleEarth.

8 RichardBranson,whosefirstbusinesswasastudentmagazine,owns

theVirgingroup,whichhasmorethan400companiesincludingVirgin

Galactic,whichplanstotaketouristsintospace.

9 MuhammedYunus,whoisfromBangladesh,andwhoreceivedaNobel

Prize,foundedtheGrameenBank,whichprovidesmicro-credit–small

loans.

10 VictoriaBeckham,whosehusbandisafamousfootballer,andwhois

alsoknownasPoshSpice,isaDirectorofBeckhamBrandLtd.,which

ownsarangeof‘IntimatelyBeckham’perfumes.

5

In1485,LeonardodaVincimadedetaileddrawingsof–parachutes.Healso

madesketchesofa/thehelicopteranda/thetank.Thefirsthelicopterthat

couldcarryapersonwasflownbyPaulCornuat–beginningofthetwentieth

century.DuringtheFirstWorldWar,–tankswerefirstusedin–Francein

1917.
BarcodeswereinventedbySilverandWoodlandin1948.Theyused–light

toreadasetofconcentriccircles,butitwastwodecadesbeforethearrivalof

–computersand–lasersmadethesystempractical.
Thefirstcomputerwasbuiltin1943,morethan100yearsafterCharles

Babbagehaddesignedthefirstprogrammabledevice.In1998,theScience

MuseuminLondonbuiltaworkingcopyoftheBabbagemachineusinghis

originalplansand(the)materialsthatwouldhavebeenavailableatthetime.

ItworkedjustasBabbagehadintended.

6

and

7

SeeRecordings.

8

1 c) 2 a) 3 d) 4 b)

3.4Speaking

Presentations–structure

1

Suggestedanswers:

well-structured,well-researched,well-prepared,well-targeted,well-paced,

entertaining,senseofhumour,varied,interactive,interestingvoice,goodeye-

contact,smartappearance,clearandattractivevisuals,nottoolong

3

Suggestedanswers:

Aspectstoimprove:structure,voice,pace,stressandintonation,hesitations.

4

1 byaskingquestions

2 TopresentthePingman,anewGPStrackingdevice;todemonstratethe

prototypeandtoaskBoardmembersforinvestment.

3 15minutes;thenextstepisahands-ondemonstration.

4 Sometimehasbeenallowedforquestionsattheend,butthespeakertells

boardmemberstofeelfreetointerruptwithanyurgentquestions.

5 Section1:backgroundtotheprojectandcurrentofferonthemarket;

section2:prototypeandspecificationsanddatatakenfromtests,focus

groups,marketstudies;section3:businessplan.

6 thesecondandthirdsections

7 Thespeakersayshewantstowrapupthepresentationandsummarises

whathasbeensaid.

8 GotothebackoftheroomtoseeR&Dstaff.

9 Thespeakerssaysthankyou.

SuggestedanswersforwhathasimprovedinVersion2:

•

Thepresentationisbetterpreparedwithfewerhesitations.

•

Thespeakeraddressestheaudience’sinterestsandgetstheminvolved.

•

Thespeaker’svoiceisfirmer,clearer,moreaudible,moreconfidentand

persuasive.

•

Thepaceismoreappropriate.

•

Stressandintonationgivevarietyandinterestandconveythespeaker’s

enthusiasm.

3 It’striggeredbysterilefoodpacks,child-proofpackaging,packagingthat

protectsproductsduringtransport,packagingthatstopsthievesfrom

stealingproducts,ring-pullcans,pricetagsandoverpackaging.

4 Thereispressureonmanufacturerstomeetstringentprotectionstandards

atlowcost.

6

Suggestedanswers:

1 todecreasetheamountofstockthatdisappearsfromshopsbecauseitis

stolenbycustomersorstaff

2 thefactorswhichmostoftencausepeopletobecomefrustratedand

irritatedwithpackaging

3 peoplecanevenlosetheirtempertryingtoremovelabelswithpricesfrom

someproducts

4 somethingwhichenragespeoplewhofeelstronglyaboutecology

5 afteralongperiodofdiscouragementtherearesignsofhope

6 Basically,unlesstheyrespond,they’lllosecustomers.

7

Suggestedanswers:

1 Mostcommonlyusedmaterialsareplasticandcardboardorpaperboard.

Paperboardischeap,recyclable,easytoprinton,plasticismoreversatile

andmoresecure.Othermaterialssuchasmetal,glassandwoodare

unlikelytobeusedforthistypeofproduct.

2and3Anythingispossible,butpreferablynotastandard,rectangularbox

withpaleordarkcoloursandsmallphotosandprint.

3.2Vocabulary

Specificationsandfeatures

1

Themostlikelychronologicalorder:

6 Betatesttheproductbyusersintypicalsituations.

5 Conductmarketstudiestotesttheconcept.

8 Launchtheproduct

4 Drawsketchesandbuildmockups.

7 Gointoproduction.

3 Drawupspecificationsfortheproduct.

1 Generatenewideasinfocusgroupsandbrainstormingmeetings.

2 Screenoutunfeasibleorunprofitableideas.

2

1 ThelargeFedExBoxis31.4cmwideand45.4cmlong.Itis7.6cmhigh.

Whenempty,theboxweighs400g;itcanbeusedtoshipsmallpartsor

computerprintoutsupto9kginweight.

2 TheFedExTubeis96.5cminlengthand15.2cminheightandwidth.

Withaweightof450gwhenempty,itcanbeusedtoshipplans,posters,

blueprints,etc.weighingupto9kg.

4

1 energy-saving/labour-savingdevices

2 fire-retardant/water-resistantmaterials

3 waterproof/shockproofpersonalstereos

4 child-resistant/tamper-resistantpackaging

5 future-proof/fool-prooftechnology

6 eye-catching/attention-grabbingdesign

5

1 shockproofpersonalstereos

2 alabour-savingdevice

3 eye-catching/attention-grabbingdesign

4 child-resistantpackaging

5 water-resistantmaterials

6 fool-prooftechnology

6

one-fingernavigation,underwaterradarandfishfinder,communications

functions

7

1 about 2 with 3 on 4 to 5 up 6 back 7 by

8

a) Beginningthepresentation(1,2)

b) Movingtoanewpoint(3,4)

c) Returningtoapointmadeearlier(6)

d) Endingthepresentation(5,7)

3.3Grammar

Relativeclauses,articlesandnoun

combinations

1

1 thefirsttelevision(thetelevisor)

2 MarieCurie

3 massproduction(theassemblyline)

4 Marconi

5 franchising

6 thecomputermouse

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

7

Answer Key

6

Modelanswer:

The iPad killer is here!

ThenewTorrenttabletPCdoeseverythinganiPad

®

cando,andmore.It’s

smaller,lighterandstrongerthanotherleadingtablets,andasforgood

looks,you’lllovetheTorrent’sattention-grabbingdesign.Bestofall,the

TorrentcostslessthanhalfthepriceofaniPad

®

!

More content, more easily

TheTorrentgivesyoueverythingyoueverwantedfromatablet.It’sso

compact(only1cmthick)thatyoucanslideitintoapocketorhandbag.

Unlimitedfreecloudstoragemeansthatyoucanenjoyyourcomplete

medialibraryeverywhereyougo.Asforapps.you’llhaveaccesstomore

than50,000fantasticwaysofmakingeverydaylifeeasier!
Child’s play

Ifyou’reusedtohavingtonavigatecomplexmultiplemenus,youwon’t

believehowsimpleandcompletelyintuitivetheTorrentis–itreallyis

child’splay,andyourkidswillloveit.Accessingallyourfavouritemovies,

TVshows,albums,books,magazinesandnewspapersisassimpleas

takingabookofftheshelf.
What else is cool about the Torrent?

Withitsshock-proofaluminiumcaseandGorillaGlassscreen,anywhere

youcango,theTorrentwillgotoo.It’sevenwater-resistantforthose

inevitablecoffeespills!TheTorrentissolightyouwon’tevennoticeit’s

inyourpocket.Withthelatestbatterytechnology,youcanenjoyupto15

hoursnonstopentertainment.

Whetheryou’redownloadingnewcontent,watchingfavouritesoapsfrom

yourcollectioninthecloud,enjoyingmulti-playervideogamesorjust

surfingtheWeb,theTorrent’sWiFiand3Gconnectionsarelightning

fast;withbuilt-inSatnav,you’llneverbelost,andifinspirationhitsyou

whileyou’reontheroad,Officesoftwareletsyouworkjustasefficiently

asatwork.Needtocontactcolleaguesorfamily,orshowfriendswhere

youareandwhatyou’redoing?Withfrontandrearcameras,youcan

video-conferenceandsendphotosandvideoanytime,anyplace.Andthe

Torrentcomeswithatwoyearguarantee,givingyourealpeaceofmind.
Try it today

We’resosureyou’lllovetheTorrentthatwe’reofferingatwoweek,no

quibble,moneybackguarantee.TrytheTorrentfortwoweeks;ifyou’re

notonehundredpercentsatisfied,wepromisetogiveyouafullrefund

withnoquestionsasked.Whatdoyouhavetolose?TrytheTorrenttoday!

3.6Casestudy

BigJack’sPizza

2

1 Apizzafranchisewith23restaurantsinHongKongwithtakeoutand

home-deliveryactivities.

2 ThePresident&CEO(andpresumablythesonofthefounder,BigJack).

3 value:largepizzasatlowprices

4 lessthanonethird

5 attractingnewfranchisees

6 lossofmarketsharetointernationalmajors

7 convenience–proximityofstoresand24/7deliveryservice;thebanal

product

8 anewrangeofpizzas,newpromotionalideas,anewlogoandcolour

scheme,anewbox

3

1 Tointroduceanewrangeoffusioncuisinepizzas.

2 Tobringinbrand-buildingandpackagingconsultants.

4

1 newnames

2 relaunch

3 specials

4 BOGOF

5 two-pizzabox

6 gourmetclub

7 featurenationalcuisineseachmonth

8 composeandorderbyInternet

9 changelogoandcolours

10 moreexcitingbox
Jacklikes8.

5

1 b) 2 d) 3 a) 4 g) 5 c)

6 h) 7 e) 8 f) 9 j) 10 i)

5

Hook

Howwouldyouliketoknow…?

Howmuchwoulditbeworthto…?
Objective

I’mherethismorningtopresentthePingman…
Agenda

Feelfreetointerruptme.

I’vedividedmypresentationintothreesections.

Firstofall,I’mgoingto…

Afterthat,I’llbetalkingabout…

Finally,I’dliketopresent…
Summary

I’dliketowrapupthepresentation.

Firstly,Iexplainedwhy…

Secondly,Ipresentedthedifferentspecifications…

Lastbutnotleast,Ihavegivenyou…
Call for action

ThesearethereasonswhyIamaskingyouto…
Close

Thankyouverymuchforyourattention.

6

and

7

I’vedividedmypresentation

͜ intothreesections.

|

Firstof

͜ all,

|

I’mgoing

toremindyou

͜ ofthebackgroundtothisproject

|

andthecurrent

͜ offer͜ on

themarket.

|

Afterthat,

|

I’llbetalking

͜ abouttheprototype,

|

the

specifications

|

andthedatawe’vecollectedfromtests,focusgroups

͜ and

marketstudies.

|

Finally,

|

I’dliketopresent

͜ abusinessplan;

|

thiswill

showyouwhywe

͜ expect͜ areturn͜ on͜ investmentthat͜ iswithoutprecedent

for

͜ ourcompany.

|

Is

͜ everybodyhappywiththat͜ agenda?

|

3.5Writing

Aproductdescription

1

(feature,followedbybenefit)

ABS–safebrakingandcornering;alloywheels–head-turninggood

looks;3.0lV6engine–powerondemand;automaticclimatecontrol–

air-conditionedcomfort

2

Mainbenefits:

•

availableinmanylanguages

•

worksonallcomputers

•

storesdataininternationalopenstandardformat

•

canreadandwritefilesfromothersoftwarspackages

•

freetodownloadanduse

•

createdocuments;analyzedata;designpresentations

3

1 background

2 overviewofbenefits

3 compatibility

4 detailsoffeaturesandbenefits

5 invitation

4

2 OpenOffice.org3givesyoueverythingyou’dexpectinofficesoftware.

3 YoucanpublishyourworkinPortableDocumentFormat(PDF)and

releaseyourgraphicsinFlash(SWF)format–withoutneedingany

additionalsoftware.

4 Ifyou’reusedtousingotherofficesuites–suchasMicrosoftOffice

®

–

you’llbecompletelyathomewithOpenOffice.org3

5 YoucanofcoursecontinuetouseyouroldMicrosoftOfficefileswithout

anyproblems…

6 Youcaneasilyintegrateimagesandchartsindocuments…

7 Usebuilt-inchartingtoolstogenerateimpressive2Dand3Dcharts.

8 produceeverythingfromsimplediagramstodynamic3Dillustrationsand

specialeffects.

5

Suggestedanswers:

2 Youcandownloadthisamazingaudiomanagersoftware–free!

3 RunCreoleAudioManagerwithoutproblemsonanyMacor

PCcomputer.

4 Youcansearchformusicontheinternet,downloaditandorganizeyour

musicfilesonyourcomputer.

5 ListentoradioandwatchTVonline.

6 CreoleletsyouburnyourfavouritemusicontoCDs.

7 Ifyou’reusedtousingotheraudioplayers,you’llbecompletelyathome;

CreoleAudioManagerisreallyeasytouse.

8 YoucanevendisplaysonglyricsandsingalonginKaraokemode!

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

8

Answer Key

3

1 CouldyoutellmeexactlywhyyouweredismissedfromOQP?

2 WerethedepartmentsmergedbeforeorafteryouwereappointedQuality

Manager?

3 Afterthefactoryclosed,wasitdifficulttofindanewjob?

4 Haveyouappliedforjobsinothercompaniesinthearea?

5 Ifyouwereinvitedforasecondinterview,wouldyoubeabletocometo

ourheadofficeinLondon?

6 Howwouldyoufeelifweofferedyouapositionasaproductmanager?

4

1 short-listed 2 hired 3 onsabbatical 4 dismissed

5 resign 6 maderedundant 7 unemployed 8 retire

5

2 a) 3 d) 4 e) 5 c)

6 h) 7 i) 8 f) 9 j) 10 g)

6

1 Ienjoytakinginitiative,andIkeepmypromises;whenImakea

commitmenttoaproject,Ialwaysdeliver.

2 Ihavealotofexperienceinworkingcloselywithbothproduct

developmentandsalesteams,andcanadapttotheirdifferentworking

styles.

3 Ihaveexcellentorganizationalskills,andIhatebeinglate–soIhaveno

problemwithworkingtostrictdeadlines.

4 Iliaisewithgovernmentofficials:fortunately,Ipossessstrongnegotiating

skills.

5 I’musedtomanagingabusyworkload;I’mgoodatmultitasking,and

copingwithpressureisnoproblem.

6 Ioftentakeonownershipofprojectswithmulti-milliondollarbudgets.

7 IbelieveIcanmakeavaluablecontributiontoanyworkgroup.

8 I’magoodlistener,soIbuildgoodworkingrelationshipswithcolleagues.

7

a) Areyouabletotakeresponsibility?1,6

b) Areyouagoodcommunicator?4,8

c) Areyouagoodtimemanager?3,5

d) Areyouagoodteamworker?2,7

8

RachelRatcliff+PaulStevens+MichaelDiegel-ShaneGarney-

9

RachelRatcliff

MichaelDiegel

ShaneGarney

Problem

thinkingabout

resigning

newhire;

under-performing

wantsmoremoney;

hasabetteroffer

Causes

ambitious,no

opportunities

motivation,or

doesn’thave

potential

gettinggreedy;

over-ambitious;

fatherisasenator

Possible

solutions

transferherto

Germany;sendher

onanMBA

warning;movehim

Easttoaneasier

job

givehimasmall

raise;sayno

4.3Grammar

Presenttenses

1

Suggestedanswers:

Ioftenwearatieatwork.;Idon’tusuallyworkattheweekend.;Atthe

moment,I’mwearingyellowsocks.;I’veneverbeentotheUS.

3

Suggestedanswers:

1 MsBiancoorMrGreen,assuminghespokeSpanishinCAandFL.Mr

Salmonhasn’tgraduatedyet.

2 MissRoseorMrsGrey(butshehasn’tworkedinmarketing).

3 MrSchwarz.MrBraunscoredC-.

4 MissPlum,assumingshespokeFrenchinQuebec.

5 MissRose(ifshewasn’tchosenfor2)orMsVioleta.

6 MsBianco(ifshewasn’tchosenfor1)orMrDaSilva.

5

Suggestedanswers:

1 He’sjustbeenofferedajob./He’sbeenhavinganinterview.

2 They’vejustpassedtheirexams./They’vejustbeenlookingatthe

examresults.

3 She’sinterviewed17candidates./She’sbeeninterviewingsince8.00.

4 He’sjustruntenkilometres./He’sbeendoingrecruitmenttests.

5 Jonhasfailedhisexams.

6 Theyhaven’tdecidedwhichcandidatetochoose./They’vebeen

discussingcandidates.

7 Nickhasn’tfinishedhisCV./He’sbeenworkingonhisCVfora

longtime.

8 Paulahasjustbeentoaninterview./She’sattended27interviews.

9 MrSinghhasspiltcoffeeovertheinterviewer’spapers.

10 Sallyhaswritten100jobapplications./She’sbeenwritingjob

applicationssincethismorning.

Unit 4 Careers

4.1Aboutbusiness

Careerchoices

2

Thetwothingsyoushouldn’tdoarefirstlytoletotherpeople,suchas

parents,teachersorfriends,chooseforyou.Yourcareerchoicemustbea

decisionyoumakeforyourselfsinceithassuchcrucialimportanceforyour

wholelife.Secondly,youshouldn’tchooseacareerbasedonwhatyouare

goodatinschool.Youneedtobesurewhetheryouactuallyenjoythatsubject

oractivityratherthanifyouaregoodatit.Yourcareerchoiceshouldbe

basedonwhatyouenjoyandfindfulfilling.
Thetwothingsyouhavetodoarefirstlytoknowyourself.Youneedto

becomeobjectivelyawareofyourstrengthsandweaknessesandwhatthings

inlifedriveandmotivateyou.Thespeakersuggeststhatagoodwayofdoing

thisisbytakingapersonalitytestsuchasMyersBrigssorKeirsey.Secondly,

youneedtoreallythoroughlyresearchthedifferentkindsofjobandwork

availablesothatyouhaveaclearideaofyouroptions.

3

1 T

2 F–Shesaysthatthesearepossiblewaystogettoknowyourselfbut

recommendspersonalitytestsasasimplerapproach.

3 F–Theyarepersonalitytests.

4 T

5 T

4

1 Variety,autonomyandrecognitionarethefactorsthatSchumannclaims

cancausepeopletobehappyintheirjobs,alongwithcontactwith

people(teamspirit)andmakingtheworldabetterplace(ajobhelping

people).Accordingtoresearch,money,fameandbeingbeautifuldonot

infactmakepeoplehappierand,infact,peoplewhobelievethatthese

thingsareveryimportantaremuchmorelikelytogetdepressedthanthe

averageperson.Jobsecurityismentionedbuttheinterviewersuggeststhat

issomethingpeoplewillforgoforajobthatbringsthemmorepersonal

satisfaction,suchasrunningtheirowncompany.

2 ‘Flow’activitiesarethosethatgetapersonsoinvolvedinwhatheorshe

isdoingthattheyforgeteverythingelse,andtimepassesquickly.

6

1tip4 2tip7

7

Suggestedanswers:

Tip1 Taketimetoidentifywhatmotivatesyou.

Tip2 Brainstormwaystointegratewhatmotivatesyouintoyourlife.

Tip3 Askotherpeopleforadviceaboutthingsyouareinterestedin.

Tip5 Identifyyourobstaclesandthereasonswhytheypreventyoufrom

reachingyourgoals.

Tip6 Surroundyourselfwithpeoplewhocanhelpandsupportyou.

Tip8 Makeapractical,structuredactionplan.

Tip9 Starttakingactionassoonaspossible.

Tip10 Makeavisiblecommitmenttoachievingyourgoal.

4.2Vocabulary

Careers,personalskillsandqualities

1

Answersdependonpersonalvalues.Suggestedanswersintermsofprobable

financialvalue:

1 freeaccommodation

2 companycar

3 pensionplan

4 freemedicalinsurance

5 luncheonvouchers

6 profit-sharing

7 stockoptions

8 Christmasbonus

9 sportsandsocialfacilities

2

Part1

1 Beforegraduating,JosefGutkindappliedforjobsintwentycompanies.

4 WilsonBrothersofferedJosefapositionasamanagementtrainee.

3 Hisfirstinterviewwassuccessfulandhewasshort-listedforasecond

interview.

6 WhenWilson’sgotintodifficulties,Josefwasmaderedundant.

5 TwoyearslaterhewasappointedLogisticsManager.

2 HewasinvitedforaninterviewatWilsonBrothers.

Part2

10 Inhisearlyfiftieshetookasabbaticaltowriteabook.

7 Josefquicklyfoundanewjob,butwasdismissedafterarguingwith

hisboss.

11 Thebookwasabest-seller,andJosefresignedfromthefirm.

8 WhilehewasunemployedJosefstudiedforamaster’sdegree.

12 HeretiredfrombusinessandnowlivesinthesouthofFrance.

9 ThankstothemastersonhisCV,Josefwashiredbyafirmofconsultants.

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

9

Answer Key

4

1 …involvedliaisingwithaclient’sparentcompanyinGermany.

2 Advancedcomputerliteracy

3 Icoordinatedanofficereorganizationproject.

4 Iranalanguagetrainingprogrammeformembersofthedepartment.

5 Irepresentedover400membersinfacultymeetings.

6 IplayedanintegralpartinateamofconsultantsworkingonISprojects.

7 Iwasresponsibleformanagingtheoutdoorexhibitionofcamping

equipment.

8 Thispositionrequiredfamiliaritywithnetworkingsolutions.

9 Iamresponsibleformotivatingtheteam.

10 Ichairedconferenceswithvisitingspeakers.

5

Suggestedanswer:

J

ustine

D

ominga

C

ollier

Date of birth

4November,1989,Auckland,NZ

Nationality

NewZealand

Address

14GreenStreet,NewcastleNE138BH

Telephone

08701227789

Education

2010–2013BAinEconomicsatNewcastleUniversity(Expectedfinal

grade2:1)

2008–2010NorthernHighSchool:3‘A’levels–Mathematics(A),

Economics(B),French(B)
Work history

Oct–Mar 2011

Internship with Arbol Oil

Iplayedanintegralpartinthefinancedepartment.Thisposition

requiredfamiliaritywithaccountssoftware,andinvolvedliaisingwith

colleaguesinSouthAmerica.

June–Sept 2010

Information officer with Newcastle Social Security

Iwasresponsibleformanagingaconfidentialpersonneldatabase.

Icoordinatedathree-dayvisitforarepresentativeoftheSpanish

government.
Positions of responsibility

2012

Secretary of Newcastle Junior Chamber of Commerce

Iwasresponsibleforcommunicationsandeditedamonthly

newsletter.Ialsoliaisedwithguestspeakersandthelocalauthorities.

2013 to presentVoluntaryworkforthecharityOUTLOOK:Idevise

andorganizeeventsfordisabledchildren.

SocialSecretaryfortheUniversityBasketballTeam.
Other

BilingualSpanish

Firstviolininastringquartet

Typingspeed90wpm
References

MrBowers,tutor,NewcastleUniversity

MrsBroadbent,Principal,NorthernHighSchool

4.6Casestudy

Gapyearsandcareerbreaks

1

Suggestedanswers:

Gapyear:travelling,working,doingvoluntarywork,writingabook,building

ahouse,studying,meditating,etc.

Advantages:gainexperienceandmaturity,seetheworld,dosomethingyou

can’tdoprofessionally,dosomethingforpeopleinneed,giveyourselftimeto

makeimportantchoices,escapepressureordifficulty,savemoneyforstudies,

etc.

Disadvantages:getoutofstep/losetouchwithfriends/colleagues,financial

cost,acquire‘bad’habits,beperceivedaslessserious/ambitious,losejobor

missopportunities,etc.

2

When

Where

Experience

Why

1

between2nd

and3rdyearat

university

Nepal

positive

learnedmorethan

inthreeyearsat

university

2

betweenschool

anddegree

course

Dublin

mixed

goodforEnglish

andculture,but

boringatschool

3

inwork

around

theworld

mixed

clearerideaof

goals,regretsnot

helpingpeople

4

beforebusiness

school

carfactory negative

bored,wasteda

year

5

after20years

insamejob

India

positive

changedoutlook

onlife

6

beforestudying

medicine

East

Africa

mixed

veryhard,but

madeadifference

4.4Speaking

Jobinterviews

2

1 B,C,D

2 D

3 B

4 C

3

Asking for clarification or reformulating

Doyoumean,…?
Playing for time

That’sadifficultquestiontoanswer;let’sjustsaythat...
Structuring your answer

Ithinktherearetwoimportantaspectstothisquestion...
Giving concrete examples

Take…,forinstance.
Talking about yourself

IappliedwhatIlearned.

Iseemyselfasatopperformingemployeeinaleadingcompany.

Iplantogainexperienceandlearnnewskills.

Iwouldbereadytomoveuptoapositionwithmoreresponsibility.

Irealizedthatknowinghowwellyou’redoingisessentialtostaying

motivated.

I’mawarethatthereareareasthatIcanimproveon.

Idon’tfeelthatIhaveanysignificantweaknesses.

Iwouldsaythatorganizationisoneofmystrengths.

Imanagedtofinishtheprojectontime.
Validating your answer

Doesthatansweryourquestion?

4

1 IappliedwhatIlearned.

2 I’mabletocopewithbeingunpopular.

3 Iseemyselfasatopperformingemployeeinaleadingcompany.

4 Iplantogainexperienceandlearnnewskills.

5 Iwouldbereadytomoveuptoapositionwithmoreresponsibility.

6 Irealizedthatknowinghowwellyou’redoingisessentialtostaying

motivated.

7 I’mawarethatthereareareasthatIcanimproveon.

8 Idon’tfeelthatIhaveanysignificantweaknesses.

9 Iwouldsaythatorganizationisoneofmystrengths.

10 Imanagedtofinishtheprojectontime.

5

a) Whatareyourstrengthsandweaknesses?1

b) Whydoyouwanttoworkforus?2

c) Whatisyourgreatestachievement?1

d) Howdoyoumakesurethingsgetdone?1

e) Whydoyouwanttoleaveyourpresentjob?2

f) Tellmeaboutatimewhenyousuccessfullyhandledadifficultsituation.1

g) Whatsortofenvironmentwouldyouprefernottoworkin?2

h) Whatarethemostdifficultkindsofdecisionsforyoutomake?1

4.5Writing

ACV

1

Suggestedanswers:

The‘correct’answerstoalloftheseare‘itdepends’.Therearevalid

argumentsforbothsidesofeachcase.

1 Ingeneral,onepageisenough,especiallyfornewgraduates;butifyou

needmorespace,it’sbettertousetwopagesratherthantrytosqueeze

everythingontoonepage.

2 Decidewhichismorerelevant.Ifyourexperienceismorerelevanttothe

jobthanyourqualifications,putitfirst.However,manyemployersliketo

haveasummaryofyourqualificationsatthetopofthepage.

3 Someexpertsrecommendnotgivingreferencesuntiltheyarerequested,

sothatyouhavetimetocontactthepeopleconcernedandinformthem

aboutthecontext,yourobjectivesetc.Othersadvisesupplyinggenuine

referencesratherthanstating‘referencesavailableonrequest’.Practice

alsovariesfromcountrytocountry;findoutwhatisnormalinthe

countrywhereyouareapplyingforajob.

4 Ifyoufeelthataphotographgivesyouanadvantage,includeone.Ifnot,

thendon’tfeelobligedtoincludeoneunlesstheemployerspecifically

requestsone.Insomecountries,companiesmayrequireananonymous

CVinordertoeliminateethnicorgenderprejudice.

2

1 personaldetails

2 qualifications

3 workexperience

4 voluntaryroles/positionsofresponsibility

5 general/additionalskills

6 references

3

Verbsinpast:played,required,involved,coordinated,was,ran,represented,

chaired

Verbsinpresent:run,am

VerbsinEnglishCVsareusuallyactiveandinthesimplepast(asopposedto

somelanguageswherethehistoricpresentisused,orwhereverbsareavoided

infavourofnounsandadjectives.)

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Answer Key

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Answer Key

6 Thewebsiterecordsthetransactionandgeneratesaninvoice.

3 Thecustomerselectstheproductandplacesitinacart.

9 Thecustomersendsthefaultyproductbackunderguarantee.

5 Thecustomer’screditcardaccountisdebited.

1 Thecustomerclicksonthelinktotheseller’ssite.

2 Thecustomerbrowsesthesiteandidentifiestheproductwhich

interestshim.

7 Thewebsitesendsaninstructiontothewarehousetoshiptheproduct.

6

1 a) product b) site c) product d) credit

2 a) transaction b) invoices c) refunds d) product e) link

5.3Grammar

Conditionalsandrecommendations

1

Suggestedanswers:

1 Iftheycan’tdecide,Irecommendbuyingtheexpensiveone.

2 Iftheyaskforadiscount,Iusuallyofferone.

3 Ifacustomerisangry,Irecommendbeingpolitebutfirm.

4 Ifsheinjuredherfoot,I’dcallanambulance.

5 Iftheybreakequipment,Iwillaskthemtopayforit.

6 IwouldpointoutthatIhavealotofqualificationiftheysaidthat.

7 Isuggestrefusingtogiveit.

8 Ifacustomercomplained,Iwouldtellthemtospeaktothemanager.

9 IfIshort-changeacustomer,Iwillcallthemandreturnthemoney.

10 Iftheymadesuchremarks,Iwouldaskthemtoleave.

11 Irecommendgiving/refusingtherefund.

12 IfIsawsomeonestealsomething,Iwouldcallthesecurityguardor

police.

13 Iftheitemisoutofstock,Iorderanewone.

14 Ifacustomerasksthisquestion,Iwillpointoutthatyougetbetter

serviceinastore.

15 Iftheylefttheircreditcard,Iwouldkeepitsafelyandinformthe

customerortheirbank.

2

2 Ourproductionmanageriswillingtomakethechanges,providingyou

supplyaprototype.

3 Wearereluctanttoconsideralargerdiscount,unlessyoupayinadvance.

4 Wewouldbepreparedtosponsortheexhibition,butonlyifwehada

largestandintheentrancehall.

5 Unlesswecangetthesub-componentsintime,itwillbeimpossibleto

meetthedeadline.

6 AslongasseveralothertopCEOswerepresent,ourpresidentwouldbe

available.

4

P -tennistournamentwithcustomer

J -runexhibitionstandinKazakhstan

J -conferenceinMadagascar

team-buildingcourseinSiberia

relocatecallcentremanagertoIndia

P -takeholidayinAugust

J -takeholidayinJanuary

openofficeat6am

closeofficeat10pm

superviseinternforsixmonths

shareofficewithPRManager

5.4Speaking

Negotiations–bargaining

1

Negotiationscangenerallybecategorizedaswin-lose,lose-lose,orwin-win.

2

1 HarryPetersen’scompanysellssheetmusic.

2 Thepackageincludeswebsitedesign,buildingandmanagement,

processingsales,dealingwithpaymentsandlogistics.

3 HarryintendstodeliverproductselectronicallyasPDFfiles.

4 Holmanwillchargeamonthlyfee.

5 Harrywillhavenocapitalinvestmenttomake,nonewstafftohire,

nooverheads,andasmallmonthlyfeetopaycomparedtothemoney

comingin.

6 ThenextstepistodefineexactlywhatHarrywantsthesitetodo.

3

Harrysaysno.HerejectsallIngrid’sproposalsanddoesn’ttrytonegotiate.

4

1 Harrynegotiatesandoffersacompromise.

2 IngridwillbringdownthemonthlyfeeifHarrysignsathree-year

contract.

Shewillguaranteeamaximumdowntimeof24hourspermonthifHarry

choosestheplatinumservicelevel.

ShewillhavethesiteupandrunningbynextmonthifHarrypaysayear’s

feesinadvance.

3 Harryagreestopaysixmonthsinadvanceandsignathree-yearcontract.

Ingridagreestohavethesiteonlineintwomonths,bringthemonthlyfee

down5%andincludetheplatinumservice.

3

1 Peopleover17yearsofage,before,duringorafteradegreecourse,or

inwork.

2 Broadenyourhorizons,enhanceyourCV,stepbackfromyourstudiesto

decidewhatyouwanttodowithyourlife,dosomethingconcreteand

tangibletohelppeopleinneedinunderprivilegedareasoftheworld.

3 Education,conservation,medicalsupportandcarework.

4 Participantsworkasvolunteers.Foodandaccommodationareprovided,

butparticipantspaytheirowntravelcosts.

5 SendintheapplicationformtogetherwithyourCV.

Unit 5 Making deals

5.1Aboutbusiness

Retailing

2

d

3

1 F 2 F 3 T 4 T 5 F 6 T

4

e-commerce doesn’t let go easily(line4)Onlinebusinessesstoreandusedata

abouttheircustomerstomakeregularoffersbyemail,textorphonetotryto

makefurthersales.

app-mania came flying to bricks-and-mortar’s rescue(line11)Newservices

usingsmart-phonetechnologieshavemadeitpossibleforofflinestoresto

benefitfromcollectingandexploitingthesamecustomerdataase-commerce.

all-importantfoottraffic(line19)Forbricks-and-mortarstores,persuading

customerstocomethroughthedoorisessentialasahighpercentageofvisits

resultinsales.

if that seems somehow less than essential(line27)Thearticlesuggeststhat

manycustomerswillnotbeparticularlyinterestedinlettingtheirfriends

knowtheyareinaparticularstore,sotheywillneedtobeofferedstronger

incentivestousethesesocialmediaapps.

powerfully addictive experiences(line58)Socialmediause,competitive

gamesandshoppinghaveallproventheyhavethepotentialtobecomean

addiction.Retailershopethatuserswillacquirethehabitofmakingrepeated

visitstotheiroutlets(and,theyhope,regularpurchases).

to hook users into a self-perpetuating race to ... their individual identity(line

60)Socialmediauseisseenasanunendingcircleofmakingnewfriends,

whichcreatesaneedtobespecialorinfluential,whichinturncreatesaneed

tolinktomorenewfriends,andsoon.Retailerspushuserstostartusing

appswhichbecomeanindispensablepartoftheirlifestyles.

5

1 checkingintoshoppingvenuessoyourfriendsknowwhereyouare5

2 winninggiftcertificatesorprizesafteracertainnumberofcheck-ins5

3 receivinginformationonspecialdealsfromstores3

4 checkingintoaproductbyscanningaUPC0

5 becomingthemayorofyourfavouritecoffeeshoporthequeen

oflipstick4

5.2Vocabulary

Negotiatingandretailing

1

Suggestedanswers:

Inane-storeyoucan’t(usually)negotiatetheprice.

Inahighstreetstoreyoucan’t(usually)readwhatotherpeoplethinkabout

theproduct,knowhowmanyitemsthestorehasinstock,easilycompare

pricesinotherstores,findoutwhatotherproductspeoplewhoboughtthis

onealsobought,settheproductasideforalaterpurchase,ormakeawish

listforyourfriendstochooseapresentforyou.

2

1 anorder 2 aprice 3 adiscount 4 thebenefits

5 thedetails 6 aproposal 7 negotiation 8 adeposit

9 fee 10 costs 11 adeadline 12 acompromise

3

Suggestedanswers:

1 Asupplieristakinganorder.

2 Abuyeristryingtobringthepricedown.

3 Abuyerisaskingforabiggerdiscount.

4 Asellerisrejectingaproposal.

5 Anegotiatorissayingthatavailabilityisopento/subjecttonegotiation.

6 Asellerisaskingthebuyertopay/putdownadeposit.

7 Acustomeriscomplainingthatasupplierhasmissedadeadline.

8 Anegotiatorisseeking/offeringacompromise.

4

1 fivehundredat12eurosabox

2 twoandahalfthousand

3 anextratwopercent

4 fiveorsixweeksayear

5 Weusuallyaskfor20percentnow.

5

8 Theproductisshippedtothecustomer’saddressbymailorexpresscarrier.

10 Thesellerexchangestheproductorgivesarefund.

4 Thecustomergoestothecheck-outandpaysbycreditcard.

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

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Answer Key

Withmorethan400satisfiedcustomersandseveraldesignawards,

MaxiMediaisoneofthetopsitedesignersinthecountry.Iwillbehappy

toputyouincontactwithotherMaxiMediacustomersinyourarea.
Thedesignfeefora‘MaxiMediaExperience’siteisjust€3,000,with

monthlytechnicalsupportfeesofonly€15.Youwillfindfulldetailsof

ourtermsandconditionsintheattachedquotation.
Welookforwardtomeetingyoutodiscussdesignoptions:Iwillcallyou

nextweektofixadate.Shouldyouhavefurtherquestions,pleasefeelfree

tocallmeon0800113647.
Sincerelyyours,

5.6Casestudy

StJohn’sBeachClub

2

1 Thetoptenperformingsalesrepsandtheirpartners.

2 No.(‘Asusual…’)

3 Thememowassentinthethirdquartertoencouragesalesrepstomake

anextraeffortinQ4.

4 Suggestedanswer:corporateclients,young,activeprofessionalpeople

withavailableincomeandatasteforluxury.

3

1 F

‘Shall we use my office?’ ‘No, here is fine.’

2 F Lorettadoesn’thavethetime.

3 T Lorettahasaskedhim(i.e.toldhim)toallocatethebudget.

4 T $26,500+5%isalmost$28,000.

5 F Heisgoingtogetoneoftheirbestnegotiatorstonegotiatewitha

coupleoftravelagents.

6 T Tenreps+partners+Malcolmandhiswife,+maybetwomorereps+

partners.

7 F Aweek,plusperhapsacouplemorenights.

4

Suggestedanswers:

1 Lorettawouldgettoknowthesalesteambetterifshewentonthetrip.

2 Iftheyonlytalkedtoonetravelagent,theymightnotgetsuchagood

deal.

3 Lorettathinkstheagentsmaygiveafreeupgradeiftheyusethefull

budget.

4 Iftheycannegotiateareallygoodpackage,Malcolmwouldliketotake

oneortwomoresalesrepsalong.

5 They’llstaylongerthanaweekiftheycansqueezemorenightsoutofthe

budget.

Unit 6 Company and community

6.1Aboutbusiness

Corporatesocialresponsibility

1

Suggestedanswers:

Employees,customers,shareholders,thecommunity

Shareholdersgenerallywantprofitability,whichisusuallyinconflictwith

employees’andsometimescustomers’andthecommunity’sinterests.

Employeesandthecommunitywantjobs,whichmayconflictwiththe

customer’swishforlowprices.

Thecommunitywouldlikecompaniestobesociallyresponsibleand

ecologicallyneutral,whichmayconflictwithgrowth,jobcreationandmass

productiontoachievelowpricesandprofitability.

2

customersandend-users(doctors,nursesandpatients)

employees

thecommunity

stockholders

3

Thisisamatterofpersonalopinionandpoliticalsympathies.Thefollowing

pointsmayariseindiscussion:

1 Today,pricesforhealthcareproductsareregulatedbygovernmentin

manycountries.

2 Companieswhoseprofitsareperceivedasbeingexcessiveattract

criticism,principallyfromthemedia.

3 Manywesterngovernmentshaveimplementedminimumwagelegislation,

andlabourtribunalsdecidedisputesovercompensation.

4 Perhapsadistinctionshouldbemadebetweenjustice,asdefinedbythe

judiciary,andethics,asdefinedbyphilosophersandthecommunity.

5 Usingtaxspecialiststofindthemostfavourablewaytoapplytaxlaws

definedbygovernmentisgenerallyconsidered‘fair’;exploitingtax

loopholesmightbejudged‘unfair’bythemediaandthecommunity.

6 Thisseemstobedecidedbystockholdersthemselves,andcancausethe

problemsdiscussedbyMarcGuntherbelow.

4

Suggestedanswers:

Thecoredilemmainpoints1–3iswheretodrawtheline.

1 disasterrelief,theRedCross,Aidsresearch,soupkitchens,holidaysfor

underprivilegedchildren,churches,museums,orchestras,sportsclubs

5

Tentative offers

Imightpossiblybeabletobringitdownalittle,butonlyifwehadathree-

yearcontract.
Compromising

…let’ssplitthedifference.
Firm offers

…sowe’rehappytoguaranteelessthan24hourspermonth,aslongasyou

chooseourplatinumservicelevel.

Icanpaysixmonthsinadvance,onconditionthatyouhavethesiteonlinein

twomonths.
Counter-offers

I’dbereluctanttoagreetoathree-yearcontract,unlessyoucouldguaranteea

maximumdowntimeof24hourspermonth.

Isupposewecoulddoit,providingyoupaidayear’sfeesinadvance.

Pastformsareusedinthe

ifclauseoftentativeoffers(had, increased).

Pastformsareusedinthe

ifclauseofcounteroffers(could, paid, guaranteed).

Presentformsareusedincounteroffersandfirmoffers(

can, choose, have).

Thesecondconditional(

if+past…would)isusedintentativeoffersand

counterofferstomakeahypothetical,exploratoryofferwithnocommitment.

Thefirstconditional(

if+present…will)isusedinfirmofferstoexpressa

definitecommitment.

8

1 Imightpossiblybeabletobringitdownalittle,butonlyifwehada

three-yearcontract.

2 Imightconsiderreducingtheprice,ifyouincreasedyourorder.

3 I’dbereluctanttoagreetoathree-yearcontract,unlessyoucould

guaranteeamaximumdowntimeof24hourspermonth.

5.5Writing

Aproposal

2

1 Theproposalisforamerchantaccountforane-business.

2 PrestigeandrespectforMrBellows’e-business;transparentcontrolof

sales,cash-flowandadministrationfees;independentpowerofdecision

onrefunds;lowcharges.

3 $12permonth,minimumtransactionfeesof$10.

4 BecausePZpayhasmorethan1,800satisfiedmembersin26countries.

3

3 Solution

4 Benefits

1 Introduction

8 Conclusion

6 Qualifications&references

5 Process&schedule

2 Needs/Background

7 Costs

4

Suggestedanswers:

1 Ifyouwouldliketoseesimilarprojectswehavemanaged,wewouldbe

pleasedtoputyouintouchwithsomeofourcustomers.

2 Intheunlikelyeventthatyouwerelessthan100%satisfiedwiththe

result,wewouldofferafullrefund.

3 Shouldyourequireon-sitesupport,ourengineersareavailablesevendays

aweek.

4 Ifyouwouldliketoseesomeexamplesofourwork,Iwouldbedelighted

toorganizeademonstrationonyourpremises.

5 Intheunlikelyeventofabreakdown,wewouldprovideareplacement

whileyourserverwasrepaired.

6 Shouldyourequiregreatercapacity,ourengineerscanperforman

upgradeon-site.

7 Ifyouwishtoplaceanorder,werequireadepositof25%.

5

Modelanswer:

DearMsNash-Williams,
Thankyoufortakingthetimetotalktomebytelephonetoday.As

agreed,pleasefindbelowaproposalfora‘MaxiMedia’website,whichI

believewillincreaseyourtrafficandsalesdramatically.
Yourcurrentwebsiteisoutofdateandunabletocompetewithyour

competitors’sites.Youarelookingforanexciting,interactivesitewhich

willattractteenagersandimprovesalesofyourposters.
Werecommendour‘MaxiMediaExperience’rangeofinteractivesites,

whichincorporatemusicandvideopresentations.Ifyousubsequently

requiredonlinegames,youwouldbeabletoupgradetothe‘MaxiMedia

Gamer’rangewithnoadditionalset-upfee.
A‘MaxiMedia’sitewillincreasetraffictoyoure-business,sinceteenage

customerswillenjoyexcitingmusicandvideoonyourwebsite.In

addition,theywillbeabletodownloadthumbnailsofyourpostersand

freeringtones.Intheunlikelyeventofatechnicaldifficulty,MaxiMedia

guaranteetosolvetheproblemwithintwohours.Ourchargesare

amongstthelowestonthemarket,meaningthatyourbusinesswill

bemoreprofitablefromdayone.Weprovideacomplete,ready-to-use

websiteinstalledonyourserver.Pleaseallow30daysfordevelopment

andinstallation.Shouldyouencounteranydifficulties,ourhelplineis

available24hoursaday,sevendaysaweektoassistyou.

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

12

Answer Key

7 Youngadultsareemployedbyoursuppliers,butchildrenhavenotbeen

employedsince2010.

8 Mostoflastyear’staxbillwaspaid.Ithasbeenagreedthatwewill

postponepaymentoftherest.

9 AChinesecompanywasboughtlastyearbutitistobesoldataprofit.

10 Apossiblerelocationisbeingdiscussed,butadecisionwon’tbetaken

untilnextyear.

2

Somesuggestedanswers:

Hesaidthatsalaryincreaseshadbeendiscussed.

Shesaidthatsomeredundancieswouldhavetobemade.

Hesaidthatyoungadultswereemployedbytheirsuppiers.

3

1 CEOKlaasRoos–labourcostsinEuropecouldnotbejustified

2 EmployeesatPlazachem’sTashkentplant–theyclaimedthatseveral

fatalaccidentshadoccurred

3 MsGronko–discussionswerebeingheldwithlocalrepresentatives

MrSanchez–nodecisionhadyetbeenreached

4 MrSanchez–negotiationsmaybeprotracted

5 MsGronko–shewasunabletogiveafigure

6 MrSanchez–thecomplexityofthelegalsituation

7 MrSanchez–nodecisionhadyetbeenreached

8 MsGronko–allvillagersforcedtoleavetheirhomesbythenewroad

wouldbecompensated

9 CEOKlaasRoos–announcedanendtomanufacturinginEurope

10 Plazachemmanagement–journalistsarereportedtohavebeenrefused

entry

11 CEOKlaasRoos–Asiantextileimportscouldnolongerbematched

forprice

12 Plazachem’sreceptionist–Plazachemmanagementdeclinedtocomment

4

Suggestedanswers:

2 MrBullardexplainedthatnewtechnologieshadrevolutionizedthe

industry.Heemphasizedthatthecompanywouldnolongerneedsomany

operators.

3 Iagreedthatitwasdifficulttoremaincompetitive,butIenquiredwhat

MrBullardwasintendingtodotohelppeople.

4 MrBullardtoldmethatthecompanywassettingupanoutplacement

service,andsaidthathewassuremostpeoplewouldfindworkvery

quickly.

5 Iaskedhowthosepeoplewhodidn’tfindjobswouldsurvive.I

commentedthattheydidn’thavealotofsavings,andaskedwhetherthe

companywasofferingfinancialhelp.

6 MrBullardreassuredmethateachpersonhadreceivedagenerous

redundancypayment,andheaddedthatthecompanywasmaking

interest-freeloansandadviceavailableforpeoplewantingtostarttheir

ownbusinesses.

5

Suggestedanswers:

2 Couldyoupleaseusethestairswhiletheliftisbeingrepaired?

3 Wearesorry,butwecan’tgiveyouyourmoneybackunlessyouhave

thereceipt.

4 Wecanonlygiveyouyourdepositbackwhenyou’vebroughtallthe

equipmentbacktoreception.

5 They’reholdingallthemeetingsinthetrainingcentreuntilthey’ve

finishedre-decoratingtheconferenceroom.

6 I’mafraidwecan’treimburseyourexpensesunlessyourmanagerhas

approvedthem.

6.4Speaking

Meetings–teamwork

1

Itwilloftendependontherelationshipwiththecustomer,butinmostcases

everythingexceptcashandemployingarelativewouldbeacceptable.

2

1 MrVierinotonlyacceptedacaseofchampagne,butalsoactively

encouragedthesuppliertosendmore.

2 Thepurposeofthediscussionistodecideonaclearcompanypolicyon

giftsforthefuture.

3 StanandJondisagreeaboutwhetherMrVierishouldbedismissedor

givenasecondchance.

4 Annadecidestobreakforcoffeeandtocomebacktotheissuelater.

3

Asking for opinions

What’syourfeeling?

Wouldyouagree?

Doyouhaveanyviewson...?
Giving an opinion

Itendtothinkthat…

Inmyopinion,...

Itseemstomethat…

Ifeelstronglythat...
Disagreeing tactfully

Iseeyourpoint,but...

Iagreeuptoapoint,but...

I’mafraidIcan’tagree.

2 hospitals,orphanages,sheltersforthehomeless,parksandgardens,zoos,

tenniscourts,artgalleries

3 eliminatepollutionfrommanufacturing,useonlyrecyclablematerials,

usecleanvehiclesandmachinery,encourageemployeestousepublic

transport

4–6arecompletelysubjectiveandallviewsarevalid.

5

Part1

1 F fortheirethicalprinciples

2 F Profitandsocialresponsibilityareabsolutelycompatible.

3 T

4 F Happyemployeeslookaftertheircustomers.
Part2

1 hybridvehicles

2 keeppriceslow

3 lowtaxes

4 shareholders
Part3

1

beaches 2 schoolchildren 3 awards 4 website

5

packaging 6 loyal 7 competitive 8 long-term

9

sustainable 10 short-term

6.2Vocabulary

Meetings,ethicalbehaviourandsocial

performance

1

2 a) 3 e) 4 b) 5 f) 6 d)

7 j) 8 l) 9 k) 10 g) 11 i) 12 h)

2

atthebeginningofameeting:1,2,7,8

attheendofameeting:4,12

3

2 dishonest

7 confusing

3 misleading

8 false

4 deceptive

9 altruistic

5 trustworthy

10 accurate

6 reliable

4

1 supporting

7 respecting

2 think

8 recognizing

3 identifywith

9 limit

4 contribute

10 acknowledge

5 obey

11 negotiate

6 uphold

12 compensate

5

Suggestedanswers:

•

R&D:usingrecyclable,non-toxic,sustainablematerials,designingeco-

friendlyproducts

•

ProductionandQuality:respectinghealthandsafetylegislationandbest

practice,avoidingwasteandpollution

•

Marketing&Sales:respectingadvertisingstandards,nottakingadvantage

ofcustomers,givingfairdeals,beinghonest

•

HR:avoidingdiscriminationofanykind,protectingthelocalcommunity

fromredundancy,encouragingeducationandtraining

•

Purchasing:notapplyingunfairpressureonsuppliers,payingafairmarket

price,encouraginglocalsuppliers

•

Finance:payingtaxes,ploughingbackprofitsintothebusiness,supporting

communityprojects,honesty

6.3Grammar

Thepassiveandreportedspeech

1

Stakeholders

2 Yourfactorymanufacturesproductswhicharearisktoworkers’health.

3 Yourcompanyhaspromisedsalaryincreasesbutyoustillhaven’tpaid

them!

4 Doyouanticipateredundancies,anddoyouhaveanyplansfor

compensation?

5 Yourcompanypaylocalsupplierslate,andsometimesyouneverpay

them!

6 Yourcompanypaysenormoussalariestomanagers,butyoudon’tinvest

inthelocalcommunity.

7 Yoursuppliersusechildlabour.

8 Youhaven’tpaidlocalcompanytaxes.

9 YourcompanyusedourpensionfundtobuyaChinescompetitor,soyou

havenomoneylefttopayretirees.

10 YoucouldrelocatetoEasternEuropetocutcosts.
Spokesperson

2 Somerestrictedproductsaremanufacturedbutallgovernmentsafety

proceduresarerespected.

3 SalaryincreaseswerediscussedbytheHRmanager,buttheyhaven’t

beenconfirmedyet.

4 Someredundancieswillhavetobemade,butworkerswillbe

compensated.

5 Paymentshaveoccasionallybeendelayed,butoursuppliershavealways

beenpaid.

6 Topsalarieshavetobeofferedtokeepthebestmanagers.Alotofmoney

isinvestedinthelocaleconomy.

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Answer Key

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Answer Key

6.6Casestudy

Phoenix

2

Suggestedanswers:

1 Thecompanytriestopresentitselfasaresponsiblememberofthe

community,protectingtheenvironmentbyprovidingavaluableservice,

andapplyinganethicalcodeoffairpracticeinitsdealingswithallits

partners.

2 Dependingonhowhigh-techtheirequipmentis,itmaybeveryclinical

andrelativelyclean,orverydirty,dusty,heavy,noisy,unpleasantand

dangerous.

3

1 PortKatherineisagoodchoiceforPhoenixbecause:

a)it’sclosetoPerth.

b)it’sfarenoughawaynottoattracttoomuchattentionfromthe

environmentalists.

c)thepopulationisonlyabout3,500,sothereshouldn’tbetoomuch

localresistance.

d)thelocalauthoritiesaredesperatetoattractnewbusinessandjobsto

thearea.

2 ForthePlanningDepartment,siteAislikelytobepoliticallysensitive,but

isconvenientlyclosetothehighwayontheedgeoftown.

SiteBwillprobablyproducethemostincomeforthecommunityand

seemstohavenomajordisadvantages.

SiteCwouldinvolvemajordemolitionandroad-buildingwork,soisless

suitable.

FortheResidents’Association,siteAisaproblembecauseit’sclosetoa

school.

SiteBseemstobeagoodchoiceasitwillnotdisturbresidents.

SiteCmayinvolvealotofdemolitionandbuilding,whichcoulddisrupt

residents’livesinthetowncentre.

ForPhoenix,siteAisthebest:it’sclosetothehighway,thepriceforthe

landisreasonableandit’saniceflatsitetobuildon.Thedisadvantageis

thatit’srightnexttothelocalschool.

SiteBisonabusinesspark,butit’sabitexpensive,andtaxeswillbe

higher.

SiteCisanoldfactorysiteneartheharbourinthetowncentre.Access

wouldbeaproblem,unlesstheybuiltanewroad,andthey’dhaveto

demolishtheoldbuilding.

3 ‘OperationCharmandDiplomacy’isanattempttoestablishgood

relationswiththelocalcommunitybystressingthecompany’s

environmentallyfriendlyethicsandmissionstatementinorderto

outweighthedisadvantagesandbreakdownresistanceinpeople’sminds.

4

GroupA:PortKatherinePlanningDepartment

1 TheemailisfromDuncanGillespie,oneoftheMayor’sstaff.

2 Yourroleistoorganizeandchairthemeeting,andtotrytofindan

agreementwhichsuitseveryone.

3 It’simportanttokeeptheresidentshappybecausetheelectionsare

comingupsoon.Iftheyareunhappy,theMayormaynotbere-elected.

4 Theprojectisimportantbecausethetowndesperatelyneedsnewjobsand

investment.

5 SiteBisthebestchoiceforfinancialreasons.
GroupB:PortKatherineResidents’Association

1 Membersfeelstronglyaboutpreservingtheenvironmentandthesafetyof

theirchildren.

2 Demonstrations,protests,lobbying,sabotage?

3 Becausetheelectionsareapproachingandthemayorwantstobepopular.

4 Ideally,youwouldpreferthecentrenottobeinPortKatherineatall.The

industrialenvironmentofsiteCseemstobethebestchoice.

5 MakesuresiteAisnotchosen.
GroupC:Phoenix

1 Makefriendsandsellthebenefitsoftherecyclingcentre.

2 Improvingfacilitiesattheschool,redevelopingtheportareainthetown

centre,attractingnewbusinessestothebusinesspark?

3 Todevelopthelargestrecyclingcentreonthecontinent.

4 SiteAisthebestiftheresidents’resistancecanbeovercome.SiteBis

possible,butmoreexpensive.SiteCdependsonthetownagreeingto

buildanewroad.

5 ThecostargumentagainstsiteBmaynotreceivemuchsympathyfrom

theresidentsandtheauthorities;thecontaminationargumentisdelicate

andmayincreaseresistancetotheproject.

Thecostforthetownofanewroadisprobablyagoodargumenttouse

againstsiteC.Thedisruptiontothecitycentreismoredelicate,asthis

argumentcanalsobeusedagainstsiteA.

Unit 7 Mergers and acquisitions

7.1Aboutbusiness

RisksandopportunitiesinM&A

1

Suggestedanswers:

Howamarriageissimilarordifferenttoamerger:

•

Usually,bothpeopleinamarriagebringassets(car,stereo,house,an

income)intothemarriagesotheircombinedwealthisgreaterthantheir

individualwealth.Inthesamewayamergedcompanywillhavemore

assetsthantheindividualcompanieshadhad.

Interrupting

Sorrytointerrupt,but…

CouldIjustcomeinhere?
Asking for clarification

Sorry,Idon’tseewhatyoumean.

Soareyousayingthat...?

Whenyousay…,doyoumean...?
Persuading

Don’tyouthinkthat…?

Wouldn’tyouagreethat...?
Managing the discussion

Doweallagreeonthat,then?

Thenextpointontheagendais...

Canwesticktotheagenda?

Perhapsweshouldbreakforcoffee.

Couldwecomebacktothislater?

6.5Writing

Reportsandminutes

1

Suggestedanswer:

Companiesoftenrelyonthelocalworkforce,soit’sintheirbestinterests

toinvestinthecommunitysothattheyhaveahappy,committedand

loyalworkforce.Itwillalsoraisetheirprofilewithlocalcouncilorsand

governmentwhichcouldbeusefulforthem.

2

1 Argumentsfor:

Benefitstothecompany’simagejustifiedmoreactiveandextensive

support,inparticularaftertherecentdifficultnegotiations.

Substantialbenefitsintermsofmotivationandjobsatisfaction.

Apositiveeffectonexpansionofourmanufacturingfacilitiesand

recruitmentofourworkforcelocally.

Needforgoodrelationswithlocalcommunities.

Benefitsindevelopingteamspirit.

Argumentsagainst:

Grouppolicyistogiveencouragement,butonlylimitedfinancialsupport.

Concernsaboutthesizeoftheinvestmentandtheproject’simpacton

productivity.

Risksinvolvedforproduction,forexample,absenteeismandquality

issues.

Theprojectcouldbecomeanexcusetotaketimeoffwork.

2 a) HeadOfficedecidedtosupportMirratec’sdecision.

b) Mirratecdecidedtoapprovetheproject.

3

1

itwasfeltthat

itisrecommendedthat

itishopedthat

itisbelievedthat

Itisexpectedthat

2

stressed,agreed,felt,emphasised,claimed,reminded,suggested

3

Impersonalreportingverbsareusedtoavoidmentioningthepersonwho

madethestatement.Activereportingverbsarepreferredintheminutes

becausewewishtorecordwhosaidwhat.

4

Function

Linkingwords

Addition

besides,moreover,inaddition,furthermore

Conclusion

lastly,inconclusion,finally

Consequence

so,therefore,consequently

Contrast

but,however,evenso

Equivalence

thatistosay,namely,inotherwords

Example

forinstance,suchas,forexample

Generalization

inmostcases,asarule,onthewhole

Highlighting

mainly,chiefly,inparticular,especially

Statingtheobvious

ofcourse,naturally,obviously,clearly

Summary

tosumup,overall,inbrief

5

Suggestedanswers:

JosiahWedgwoodwasapioneerinsocialresponsibility,buildingavillagefor

hisworkforce.In addition,hisproductscombinedtechnologywithclassical

culture.

Morethanacenturylater,GeorgeCadburydevelopedsocialhousingforhis

chocolatefactoryworkers.Consequently,Cadbury’sbecameoneofBritain’s

mostrespectedcompanies.Bothmenwerepioneersofcorporatesocial

responsibility.However,theywerealsoaccusedofpaternalism.
Today,sustainabledevelopmentpoliciesaimtomanagetheeffectsof

businessonemployees,thecommunity,andespeciallyontheenvironment.

MultinationalslikeShellarefocusingontheideaofbeinggoodneighbours,

in particularbyconsultinglocalstakeholdersbeforebeginningnewprojects

whichmayaffectthem.

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Answer Key

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Answer Key

7

1 dueto,asaconsequenceof,asaresultof,becauseof

2 resultedin

3 asaresult,asaconsequence

4 thanksto,dueto,asaconsequenceof,asaresultof,becauseof

5 resultedin

6 Asaresult,asaconsequence
due to, as a consequence of, as a result of , because of , thanks toexplain

causes.

resulted in, as a result, as a consequenceintroduceeffects.

8

1993

1994

1996

1998

2000

2002

2004

2006

2008

2010

2012

now

forecast

120

100

80

60

40

20

0

DOLLARS

7.3Grammar

Futureformsandexpressinglikelihood

1

Somesuggestedanswers:

OnMondayafternoon,Tomisgoingtotheeyedoctorat3.45.Hemaygo

swimminglater.He’sgoingtoorderapizzaandwatchthebigmatchonTV.

HemightinviteMartin.

He’shavingdinnerwithAshleyonWednesdayevening.He’sgoingtobooka

nicerestaurantandbuyflowers.

HemaystayinbedandsleeponSundaymorning,orhemightplaysquash.

He’sgoingtoreadthenewspaper.Hemustphonehismum.

5

gofreelance(U) starteveningclasses(P) stayatArtip(U)

findanewjob(P) Artiptake-over(P) readthejobads(P)

giveupsmokinganddrinking(P)retrainasamarketingassistant(P)
Ashleyhasforgottentomentionherengagement/wedding.

7.4Speaking

Presentations–visuals

1

Answerswillvary.Itusuallydependsontheformalityofthepresentation,

whereittakesplace,whetheritinvolvesanyaudienceparticipation,thesize

ofyouraudience(aninteractivewhiteboard–IWB–willbebetterthana

flipchartforlargeraudiences),whatthepresentation’saboutandwhatyour

audienceexpects.

2

a) 2

b) 1

c) 3

d) 4

3

SlideC

4

Introducing a slide or visual

Mynextslideshowstwocharts…

Let’slookatthesecondchart.
Highlighting

Asyouwillnoticeinthepie-chart…

Asyoucansee,afteramerger…
Contrasting

comparedwithalmosthalfwhosaid…

whereasitremainsaboutthesamein…
Explaining and interpreting

Thefiguresseemtosuggestthat...

Thisisduetoaperceiveddrop…

Theresultsindicatethatretailers...

asopposedtomanufacturers…

Thisistheresultofimprovedproductquality…

•

Anewly-marriedcouplehavetolearntolivewitheachotherandwork

outthebestwaytodothingsasacouple.Onepersonmightbegood

athouseworkwhiletheothermightbebetteratdoingthehousehold

accounts.Inthesamewayemployeesinamergedcompanyhavetolearn

tolivewitheachotherandacceptthattheremaybedifferentwaysof

doingthingsinthenewly-mergedcompany.

2

1 Americanexecutives.Becausemergerandacquisitiondealsareworth

astronomicalsums,andmanymergersresultinanetlossofvalue.

2 Techniquesbasedonbestpracticeintheconception,planning,due

diligence,negotiationandintegrationstages,andcommonacquirererrors.

3 Improvingearnings,assetgrowth,developingsynergies,making

economiesofscale,increasingmarketshare;cross-selling,diversification,

ortakingondebttomaketheacquireralessattractivetarget.

4 Reasonswhichinvolveexcessiveprideorarroganceonthepartof

management,e.g.wantingtobuildtoobiganempire,tooquickly.

3

1 T70%ofhalfthe1,500–2,000mergersintheworld:1,500/2x0.7=525

2 TAmericanexecutivesarequeuinguptogobacktoschoolforM&A

classes

3 FClassesare‘openenrolment’–theonlyconditionofattendanceisyour,

orratheryourcompany’s,abilitytopaythefees.

4 TGuestspeakersillustratesomeofthemostcommonacquirererrors.

5 FYoumightthinkthatB-schoolprofessorswoulddiscouragetheir

studentsfromtakingonmergers.Butyou’dbewrong.

6 TDevelopingsynergiesandmakingeconomiesofscaleareconveniently

long-termgoals.

7 FEmpire-buildingisawrongreason,butdiversificationandincreasing

debtcanbegoodreasons.

8 TCEOsneedtobebroughtbackdowntoearthandfollowtheirheads

ratherthantheirhearts.

4

Goals,Gains,Genes,GeographyandGrowth.

5

Suggestedanswers:

1 Probablythebestreasonforamergeristhatyourcustomersareasking

youforsomethingyoucan’tdeliver.

2 Ifpeoplelikeyourchampagne,they’regoingtostartaskingyoufor

whisky.Ifyoucan’tgiveyourcustomerswhisky,they’regoingtobuyit

fromsomeoneelse,andthenyourisklosingyourchampagnecustomers

too.

3 Goals:thegoalsofbothcompaniesmustbecompatible.

Gains:theremustberealgainsintermsofeconomiesofscale,bigenough

tocompensateforbecominglessreactive.

Genes:companyculturesmustbecompatible.

Geography:headofficesofthetwocompaniesshouldbegeographically

close.

Growth:themergermustunquestionablyallowthecompanytogrow.

4 Theopportunityforthecompetitiontojumpinandtakemarketshare

frombothcompanies,becausepeoplearedistractedbythemerger.

5 Becausetwocompaniesdieandanewcompanyisborn.

6 Bycommunicatingandcounselling,explaininghowthingswillchange

andwhattheirnewroleswillbe,andgettingthemtoacceptthenew

organizationandtheirnewidentity.

7.2Vocabulary

Businessperformance

1

1 TitanicEnterprisesgounderf)–badnews

2 AirNewZealandintheblacke)–goodnews

3 OldiesRecordscovercostsb)–goodnews

4 LiverpoolF.C.inthereda)–badnews

5 BrizalCoffeebreakevenc)–goodnews

6 PredictionsInc.makeaprofitd)–goodnews

2

1  2  3  4  5  6 

3

1 c) 2 f) 3 a) 4 b) 5 d) 6 e)

4

1b)Salesincreasedto$3M.

2a)Therewasadecreaseoftenpercent.

3a)Pricesfellby€15.

4b)Therewasarisefrom30%.

5

1 d) 2 a) 3 b) 4 c) 5 h) 6 e) 7 f) 8 g)

6

Verb+adverb(smallesttolargest)

•

growslightlyimprovesignificantlygoupsharplyshootup

dramatically

Adjective+noun(smallesttolargest)

•

aslightincreasemoderategrowthaconsiderableimprovement

asuddensurge

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Answer Key

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Answer Key

3

&

4

Options

Notes

1 cutjobs

•

samestrategyasIMM

•

wouldreduceoperatingexpensesby20%

2 buy

technology

•

samestrategyasReysonido

•

wouldreduceproductioncostsby10–15%

•

wouldincreaseoperatingexpensesby$0.5Mper

year

3 cutprices

10%

•

nextyear’ssales:$16.5M

•

costofsaleswouldincreasetojustunder$9M

4 mergewith

IMM

•

price:$3M

•

advantages:thenewcompanywouldbethenew

marketleader

•

disadvantages:someredundancies

5 acquire

Reysonido

•

price:aroundfourmilliondollars

•

bonus:accesstotechnology,costofsales10%lower

•

repayments:$0.5Mperyearovertenyears

•

combinedsales:$25M

6 closethe

company

•

selloffourassetstopaydebts

Unit 8 International trade

8.1Aboutbusiness

Exportsalesandpayment

1

Suggestedanswers:

quotas,importtaxes,exchangecontrols,localregulatorybodieslikeFDA,

localcustomsforpaymentterms,difficultyofprovidingafter-salesservice,

languagebarrier,corruption

2

1 wastingalotoftimechasingpayments

2 tryingtosellonprice

3 notmanaginganagent

4 nottakinganenquiryseriously

3

1 Useacreditagencytocheckoutyourcustomer’screditworthinessandto

insureagainstnon-payment.

2 Beflexible,learntothinkoutsidethebox.

3 Don’tassumethatwhatworkswellonyourdomesticmarketwill

automaticallygodownwellinanother.

4 Bepreparedtomodifyproductspecificationstomeetlocalconditions.

5 Focusondifferentaspectsofthemarketingmix.

6 Focusononemarket,ratherthantryingtosellallovertheworld.

7 Makeafirmcommitmenttoexport/putinalotoftime,getoutthereand

meetyourcustomers.

8 Rememberthatappearancescanbedeceptive.

4

1 Informationandinsurance.

2 Thereisinformationonover50millionbusinessesworldwide,which

allowsN&Htoprovideinformationaboutfinancialperformance,

paymentandpossibleproblems.

3 Theygiveaquickguidetohowsafelyyoucandobusinesswitha

companyorinacountry.

4 70%ofEuropeanfirms,lessthan5%ofAmericanfirms.

5 Tradingonopenaccountwithnoneedforlettersofcredit.

6 Between0.25and1%ofsales.

5

4 Openaccount

1 Advancepayment

3 Billsforcollection

2 Lettersofcredit(L/Cs),alsoknownasdocumentary credits(DCs)

6

Suggestedanswers:

1 Openaccount

2 Billforcollection

3 Advancepayment

4 Billforcollection

5 Openaccount

6 Letterofcredit

7

Suggestedanswers:

Problems:

Differentcustomerexpectations,financingandproducingtomeetincreased

demand,transport,payment,currencyexchange,pricingandmargins,taxand

VATissues,managingagents/distributors,insurance

7.5Writing

Presentationslides

1

Suggestedanswers:

nofootnotes–theywon’tbelegible

noparagraphs–justsinglelinesoftext

2

SlideBisthebest:ithighlightsthekeyideasthepresenterwantsto

communicate.Eachpointcanbeunderstoodwithoutanycommentary,but

leavesroomforthepresentertoaddinterestingdetails.

SlideAhastoomuchtextandwillbeillegible.Infact,thisistheoral

commentarythatthepresentermightmakeonslideB.

SlideCistoosuccinct:thereisnotenoughinformationforthekeypoints

tobeunderstoodwithoutthepresenter’sexplanations.Backgroundistoo

boring.

3

Onlythekey-wordshavebeenretained;mostofthewordsthathavebeen

deletedmainlyhaveagrammaticalfunction,whichisnotrequiredonaslide

–verbs,pronouns,articles,etc.

4

Suggestedanswers:

1 Oneofthemostchallengingaspectsofwritingapresentationistheneed

toorganisetheinformationinalogicalway.

Organize information in a logical way.

2 Chooseattractivebackgroundandtextcoloursthatarecomfortablefor

theaudiencetoread.

Choose colours that are comfortable to read.

3 Presentationsoftwarecanbefuntouse.Becreative,butdonotinclude

toomanyeffectswhichmaydistractyouraudiencefromyourcontent.

Don’t let creative effects distract from content.

4 Makesurethetextislargeenoughthattheaudiencecanreaditeasily

fromthebackoftheroom.Also,useastandardfontthatisnottoo

complicatedordistracting.

Use large, easy-to-read text and standard fonts.

5

Usepositivestatementslike‘Thefiguresshow…’ratherthanvague

languagelike‘Thedatacouldpossiblysuggest…’

Prefer positive statements to vague language.

5

Suggestedanswers:

Threescenariosforourcompany’sfuture.

Donothing,continuetosurvive.

Investintechnology,developnewproducts.

AcquireIticom,enternewmarketsimmediately.

Irecommendacquisition:risky,butenormouspotential.

6

Suggestedanswersforslides:

1 Overview:

•

Strengths

•

Weaknesses

•

Opportunities

•

Threats

•

Proposal

•

Questionsandreactions

2 Strengths:

•

areputationforinnovationandquality

•

expertstaff

•

carefulfinancialmanagement(chart)

3 Weaknesses:

•

notenoughofficespace

•

costs(chartofdevelopmentcosts)

•

recruitment

•

size:toosmallandvulnerable

4 Opportunities:

•

recruitineasternEurope

•

dodevelopmentoffshore

•

consolidationanddiversification

5 Threats:

•

possibletakeovertarget

6 Proposal:

•

takeoverOranmoreVideoGames

•

growthanddebt,lessvulnerable

•

diversification,economiesofscale

•

solverecruitmentandspaceproblems

7.6Casestudy

Calisto

1

Suggestedanswers:

ReysonidohasloweroperatingcoststhanIMMandCalisto.

ReysonidohasthelowestcostofsaleswhileIMM’sareveryhigh.

IMMhasthehighestsales.(etc.)

2

1 Byusingdirectsales,slickmarketingandaggressivediscounting.

2 Thechallengershavealllostmarketshareandseveralsmallerplayers

havegoneoutofbusiness.

3 IMMistheonlycompanywhichhasmanagedtoreversethetrendof

fallingmarketshare.

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Answer Key

16

Answer Key

8.3Grammar

Prepositions

1

1 at9/at6

2 inthemorning

3 inJanuary

4 inthesummer

5 atChristmas/atEaster/inJanuary

6 inthesummer

7 at8/at1/at7intheevening

8 intheevenings/atweekends/onSunday

9 attheweekend/onFriday

10 onthe30th/onthelastdayofthemonth

11 somecompaniesaren’tthatefficient

12 inthesummer/inJanuary

2

2 complysympathizeresortassociate(with)

3 paywaitvoteobject(for)

4 dependrelyinsistattend(on)

5 resultinvestborrowsucceed(in)

6 sufferemergehearaccount(from)

7 discussapplylookapologize(for)

8 consistreactapprovethink(of)

9 listenbelongleaverelate(to)

10 fightinsureprotectask(against)

3

1 investingin

2 apologizingfor

3 damageto

4 aptitudefor

5 dependenceon

6 Complyingwith

7 insuring=against

8 satisfactionwith

9 hearingfrom

10 accessto

5

2 by6.30

3 at23.10

4 notuntil9.15/at9.15

5 at7.30orlater

6 by7.45

7 untilSaturday

8 betweentomorrowmorningandFriday

9 onSaturdayevening

10 beforeflyingback/onSaturday

11 withinthreeweeks

12 duringtheflight

8.4Speaking

Negotiations–diplomacy

1

ChinaH,USAL,AustraliaL,NEuropeL,MiddleEastH,LatinAmericaH,

UKL,JapanH
ThefollowingscaleissuggestedinGLOBALWORK:BridgingDistance,

Culture,AndTimebyMaryO’Hara-DevereauxandRobertJohansen

High-context cultures

Japanese

Chinese

Arab

Greek

Mexican

Spanish

Italian

French

FrenchCanadian

English

EnglishCanadian

American

Scandinavian

German

German-Swiss

Low-context cultures

2

1 Theyfailtounderstandeachother’sdifferentculturesregardingtime

anddecision-making.TheAmericanisnotsensitivetohigh-context

communicationstyleinJapan.

2 FrauMeierdoesnotunderstandthatAmaldoesnotshareherconcernfor

deadlinesandherall-or-nothingviewoftheproject.

3 Misunderstandingsleadtoconflict.

3

Thistimetheycheckandcorrectmisunderstandingsandreformulatetheir

positions;inthiswaytheyareabletodefusepotentialconflict.

Possiblesolutions:

Pricing–itemmightbetooexpensiveforsomemarketsandpricedtoolow

forothers.Wouldneedtocheckgoingrateofsimilararticlesinindividual

marketsandadjustpricingaccordingly.

Transport–increasedriskofdamageto/lossofgoodsintransit–get

insurance.

Problemswithpayment–couldgoforadvancepayment,etc.

8.2Vocabulary

Internationaldealsandpayments

1

1 aninvoice 2 goods 3 anapplication

4 conditions 5 adeal 6 apayment
Suggestedanswers:

1 thesellerissues/thebuyerqueries/settlesaninvoice

2 thesellerprovides/loads/shipsthegoods

3 thebuyersubmits/thesellervets/approvesanapplication

4 thebuyerstates/thesellermeets/complieswiththeconditions

5 thebuyerandsellernegotiate/make/signadeal

6 thesellerchases/thebuyermakes/meetsapayment

2

1 Checkuponyournewcustomer’screditworthiness.

2 Takeoutinsuranceifyouhavedoubtsaboutgettingpaid.

3 Donotletcustomersgetbehindwiththeirpayments.

4 Chaseupinvoicesassoonastheybecomeoverdue.

5 Actquicklyifyourcustomerisgettingintodifficulties.

3

a) 2(takeout)

b) 5(gettinginto)

c) 1(checkupon)

d) 4(chaseup)

e) 3(getbehindwith)

4

Suggestedanswers:

1 ASlovakiancompanyhassubmittedanapplicationforcredit.

Brunoaskshiscolleaguetocheckuponthem.

2 Thecompanyisgoingtocheckuponashipment.Theyneedtodothisto

complywiththeconditionsinthecontract.

3 Francesca’sbossaskhertochaseupapaymentfromKawasaki;she

doesn’twantthemtogetbehindwiththeirpayments.

4 MrTakahashiqueriestheinvoice.Heasksformoretimetopay.

The companyseemstobegettingintodifficulties.

5 Thecompaniestalkabouthowthegoodswillbeshipped.Intheend,they

reachadeal.

5

creditline,creditterms,creditperiod,creditsales,creditcard,credit

insurance,creditpolicy

insuranceclaim,insurancepolicy,insurancesales

customercredit,customerloyalty,customerportfolio

6

1 customerloyalty

4 customerportfolio

2 creditpolicy

5 creditinsurance

3 insurancepolicy

6 insuranceclaim

7

1

2

3

4

5

6

7

8

9

10

11

A V E D O U B T S

M A K E A N A O L O G Y

E C O N I D E R P O S I T I O N

T A K P R E C U T I O N S

M K E A N F F E R

S E N D A E M I N D R

H

A

V

E

R

E

S

E

R

V

A

T

I

O

N

S

S

A

V

E

F

A

C

E

P

L

A

C

E

A

N

O

R

D

E

R

L

O

S

E

F

A

C

E

E T T L E A N I N V O I C E

F A C E D I F F I C U L T I S

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

17

Answer Key

8.6Casestudy

JeddahRoyalBeachResort

1

Suggestedanswers:

telephoneandfax,restaurantandbarbills,leisureactivities,limousines,

airlinetickets,cashadvances,etc.

2

1 Givingcreditdevelopscustomerloyaltyandmakesiteasierforcustomers

tospendfreelyonthehotel’sadditionalservices.

2 Todevelopcustomerloyaltytotheirhotelorgroupandtoavoidpaying

commissiontocreditcardcompanies.

3 It’seasiertomakebookings,itspeedsupcheck-inandcheck-out,thereare

noexchangeproblems,noneedtocarrycash.

4 CreditManageroftheJeddahRoyalBeachResort:hisresponsibilities

includevettingapplications,creditcontrolanddebtrecovery.

3

Customer:MsKoepple

Company:CoolBreeze,recordcompany

Companycreditrating:good/average/poor/unknown

Currentcreditlimit:0

Creditlimitrequested:$20,000

Notes:veryfriendly,wantstoorganizeabigconferenceforexecutives
Customer:MrKobayashi

Company:KobayashiAutoSales

Companycreditrating:good/average/poor/unknown

Currentcreditlimit:$50,000

Creditlimitrequested:$100,000

Notes:difficult,unpleasant,Frederickdoesn’ttrusthim
Customer:MrsSaman

Company:BlackNile

Companycreditrating:good/average/poor/unknown

Currentcreditlimit:$30,000

Creditlimitrequested:$100,000

Notes:charmingoldlady,veryinfluential

4

Suggestedanswers:

1 Becausetheyarevulgar,causedamageanddisturbotherguests.

2 About$6,000

3 $10,000

4 Becausehehaschangedroomsthreetimes.

5 Heneverlooksyouintheeye,neversmiles,neversaysthankyou.

6 Thehotelalmoststoppedtheircreditbecausetheytook18monthstopay.

7 MrsSaman’sbrotherisaseniorgovernmentofficial;theyareboth

influentialinacountrywhichisanimportantmarketforthehotel.

5

1 decreasingrapidly

2 increasingslightly

3 increasingsignificantly

4 increasingsharply

6

Suggestedanswers:

Cashpaymentsaredecreasing;thisisprobablythepriceofthehotel’spolicy

ofofferingcreditcardstoencouragecustomerloyalty.

Creditsoflessthan4weeksareonlyincreasingslightly;almost40%of

customerspaywithin30daysofreceptionoftheirinvoices.

Longercreditsareincreasingsignificantly,perhapsbecauseanumberof

(larger?)customersaretakingadvantageofacompetitivemarkettoexploit

thehotel’screditpolicyandpaymoreandmoreslowly.Theincreasein

uncollectiblessuggestssomepoordecisionshavebeenmadeinallowing

credittounreliablecustomers.
Thehotelcouldimproveitscashflowby:

•

reducingcredittoexistingcustomers

•

avoidinggivingcredittonewcustomers

•

vettingcustomersmorecarefullybeforegivingcredit

•

payingsuppliersmoreslowly

•

invoicingmorequickly

•

givingdiscountsforcashpayments

•

usingadebtcollectionagency

•

factoring(sellinginvoicestoafactororagentinreturnforcash.The

factorcollectspaymentfortheinvoicesandacceptsanycreditrisk

attachedtothem.)

4

Checking understanding

CorrectmeifI’mwrong,butyouseemtobesayingthat…

HaveIgotthisright?

WouldIberightinsayingthat…?

IfI’veunderstoodcorrectly...
Correcting misunderstandings

I’mafraidthereseemstobeaslightmisunderstanding.

I’msorry,thatisn’tquitewhatImeant.

PerhapsIhaven’tmademyselfclear.
Reformulating

Letmeputitanotherway.

WhatIwastryingtosaywas…

Allowmetorephrasethat.

WhatImeantwas...

5

1 b) 2 d) 3 a) 4 c)

6

Diplomaticlanguageoftenuses:

modalverbslike

could,would, might, should

softeningadverbslike

maybeorperhaps

qualifierslike

a bit, rather, a littleorquite

introductorywarningslike,

I’m sorry, actually,I’m afraid

(negative)questionsratherthanstatements.

7

Suggestedanswers:

1 Idon’twanttoriskgoingtoColumbiaforameeting.

2 Perhapsyoufeelthatit’salittletoosoontoformalizeourrelationship,if

noteverybodyisconvinced?

3 Youmustbeabletomakeabetterofferthanthat.

4 Doyouperhapshavesomereservationsaboutdoingbusinesswithmy

company?

5 Ifyoupeoplecangetoutofbedearlierwe’llactuallygetsomeworkdone!

6 I’mafraidIdon’trememberactuallyusingthosewords.

7 Look,Iknowlotsofpeoplethinkbusinesstripsareessential,butmostly

they’reawasteoftime.

8 Youwouldn’thavedoubtsaboutourabilitytopayourdebts,wouldyou?

8.5Writing

Requestsandreminders

2

arequest4 areminder1 arefusal2 afinaldemand3

3

1 Iamwritingtoenquirewhetheryouwouldbeabletoextendcreditterms

of60days.

2 Iamafraidgrouppolicydoesnotallowustogivemorethan30days’

credit.

3 Wearepleasedtoagreetothetermsyoupropose.

4 MayIremindyouthatthesumof€21,552isstilloutstanding?

5 WewrotetoyouonNovember4regardingthebalanceof€12,650which

isstilloutstanding.

6 Wouldyouletusknowyourdecisionassoonaspossible?

7 Wewouldappreciateyourearlysettlementofthisoutstandingbalance.

8 Weshallhavenoalternativebuttopassthematterontoourlegal

department.

arequest1,6

areminder4,7

arefusal2

anagreement3

afinaldemand5,8

4

1 a) 2 b) 3 b) 4 a) 5 b) 6 a) 7 a) 8 a)

5

1 Inviewoftheincreaseinourvolumeofbusiness,Iamwritingtoenquire

whetheryouwouldbepreparedtoextendcredittermsof60days.

Wouldyouletusknowyourdecisionassoonaspossible?

2 Withregardtoyourrequestforimprovedcreditterms,Iamafraidthat

grouppolicydoesnotallowustoextendmorethan30dayscredit.

3 Furthertoyouremailof17July,wearepleasedtoagreetothetermsyou

propose,andwelookforwardtoreceivingyourorder.

4 MayIremindyouthatthesumof€101,000isstilloutstandingonyour

account.Wewouldappreciateyourearlysettlementofthisoutstanding

balance.

5 Wewouldliketoapologizeforthedelayinsendingtheenclosedcheque.

Thiswasanunfortunateoversightduetocircumstancesbeyondour

control,andwecanassureyouthatitwillnotrecur.

6 Wewrotetoyouon11Aprilregardingthebalanceof€15,550whichis

stilloutstanding.

Unlesswereceivepaymentwithinsevendays,weshallhavenoalternative

buttopassthematterontoourlegaldepartment.

arequest1 areminder4 arefusal2

afinaldemand6 anapology5 anagreement3

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

18

Answer Key

2

1 annoyed(also:annoying)

2 competent

3 frustrated(also:frustrating)

4 grateful

5 helpful

6 knowledgeable

7 persuasive

8 reassuring(also:reassured)

9 satisfied(also:satisfying)

10 rude

3

1 pushin

2 replace

3 offer

4 escalate

5 call

6 replace

4

Helplineoperator:BeforeIcansortoutthe

problem,Ifirstneedtolocateexactlywherethe

faultis.

Customer:OK,noproblem,wecandothat.Butif

it’sstillnotworkingproperly,canyoureplacethe

product,oratleastgivemearefund?

Helplineoperator:Yes,that’spossible,butI’mnot

authorizedtodoit.Iwouldfirsthavetoescalate

theproblemtomysupervisor.

5

I’lllookintoit,sortitout,andgetbacktoyou

tomorrow.

6

1 through

2 down

3 in

4 on

5 through

6 down

7 into

8 on

9 up

10 up

7

1 monitor

2 toolbar

3 crash

4 upgrade

5 cartridge

6 plugin

7 attach

8 customer

9 supplier

10 guarantee

8

1 regard

2 would

3 grateful

4 could

5 attached

6 hesitate

7 getbackto

8 further

9 appreciate

10 urgently

9

1 need

2 Q4

3 threat

4 linked

5 suggest

6 counting(couldalsobe

depending)

Review 3

Productsandpackaging

1

1 competitive

2 attractive,effective,distinctive

3 critical,efficient,limited

4 original,impractical,technical

Review 1

Corporateculture

1

1 b)

2 e)

3 a)

4 c)

5 d)

6 f)

2

1 deadline

2 insight

3 appraisal

4 workload

5 commitment

6 etiquette

7 overview

8 predecessor

9 outcome

10 threaten

3

1 of

2 in

3 for

4 with

5 under

6 with

7 after

8 to

9 on

10 of

4

1 inchargeof

2 responsiblefor

3 dealswith

4 looksafter

5 takescareof

5

1 F

2 T(mostly,butcandependonhierarchyin

a company)

3 F

4 F(ChiefOperationsOfficer)

5 T

6 T

7 F(ResearchandDevelopment)

8 F(subsidiaries)

9 T

10 F(organigram)

6

1 wasworking,started,hadneverthought

2 hadalreadybeen,spoke,wasparking

7

1 Actually

2 seems

3 might

4 could

5 Don’t

6 Wouldn’t

8

1 analysis

2 description

3 evaluation

4 observation

5 suggestion

Review 2

Customersupport

1

1 cleanenvironment

2 satisfiedcustomer

3 highstaffturnover

4 subsidizedmeals

5 heavyworkload

6 hourlyrate

7 competentstaff

8 dead-endjob

2

1 chance

2 view

3 sale

4 communication,process

5 field

6 needs

7 issues

8 solution

3

1 generatenewideasinfocusgroups

2 screenoutunfeasibleorunprofitableideas

3 launchtheproductontothemarket

4 drawupspecificationsfortheproduct

5 conductmarketstudies

6 drawsketchesandbuildmockups

7 gointoproductiononalargescaleaftertests

8 testtheproductbyusingitintypical

situations

4

1 length

2 width

3 height

4 weight

5

1 USP(uniquesellingpoint)

2 feature

3 specification

4 benefit

5 function

6

2 Here’stheemailthatarrivedthismorning.

3 Theteamleaderisaninterestingmanwho

comesfromSpain.

4 TheteamleaderwhoImetyesterdayisan

interestingman.

5 Theteamleaderisaninterestingmanwhose

backgroundisinIT.

7

1 Here’stheemail(that)Igotthismorning.

4 Theteamleader(who)Imetyesterdayisan

interestingman.

8

2 travelinsurancedocument

3 packagingdesignconcept

4 householdcleaningproduct

9

1 goon

2 answer

3 objective

4 Finally

5 I’ll

6 listening

7 into

8 feel

9 reasons

10

Possibleorder:

Beginningofpresentation3,7,5,1,4,8

Endofpresentation9,6,2

11

1 Canwecomebacktothatlater?

2 I’mnotsurethat’sadirectionwewantto

go in.

3 That’smorethekindofthingIhadinmind.

Review 4

Careers

1

1 makeacareerchoice

2 reachyourlong-termgoal

3 prefermoneyratherthanjobsatisfaction

4 learnnewskills

5 gainexperience

6 getaperformance-relatedbonus

7 sendoffajobapplication

8 applyforagap-yearplacement

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

19

Answer Key

4

1 offer

2 find

3 puton

4 putback

5 take

6 meet

5

1 missthedeadline

2 placeanorder

3 reachacompromise

4 areentitledtoadiscount

6

willincrease/wouldincrease,doyougive

7

Ifweincreasedourorder,wouldyougiveusa

discount?

8

Ifweincreaseourorder,willyougiveusa

discount?

9

1 if+increased

2 unless+guaranteed

3 providing+agree

10

1 recommendme

2 advisemetodo

3 suggest

4 adviseyouto

5 suggestedtohim

11

1 agreed,below

2 Should,available

3 unlikely,replacement

4 charges,lowest

5 wish,require

Review 6

Companyandcommunity

1

1 shareholdervalue

2 compensation

3 facilities

4 charities

5 environment

6 exploiting

7 sustainable

8 equalopportunity

9 complaint

10 align

2

1 acknowledgeanyproblemthatexists

2 actwithintegritytowardsemployees

3 compensatevictimsforanydamagecaused

4 limittheimpactofanyproblem

5 negotiatesettlementswhichsatisfyeveryone

6 obeythelaworfacealawsuitorfine

7 recognizemeritwhenstaffperformwell

8 upholdstandardsofcommondecency

3

1 apologyforabsence

2 approvingtheminutes

3 sticktotheagenda

4 introducethefirstitem

5 gettingside-tracked

6 comebacktothis

7 haveanyviews

8 seeyourpoint

9 wouldn’tyouagree

10 takeavote

11 breakforcoffee

12 unanimousdecision

13 anyotherbusiness

14 closethemeeting

4

1 tries

2 aremade

3 waslost

4 took

5 wasfound

6 dismissed

2

1 targets

2 objectives

3 aim

3

1 know-how

2 knowledge

3 skill

4 experience

5 background

6 aptitude

4

1 bedismissed,befired,besacked

2 bedismissed

3 belaidoff,bemaderedundant

4 bemaderedundant

5

1 short-listed

2 resign

3 attend

4 appointed

5 hired

6 apply

6

1 ’m/aminterviewing

2 interviewed

3 ’ve/haveinterviewed

4 interview

5 need

6 Hasanyoneseen

7 put

8 ’m/amtalking

7

1 havebeenwriting,havefinished

2 havewritten,havebeentrying

8

1 strength

2 weakness

3 responsibility

4 performance

5 commitment

6 achievement

9

1 responsibilities

2 performance

3 strengths

4 weaknesses

5 achievement

6 commitment

Review 5

Makingdeals

1

1 website

2 eyeballs

3 searchads

4 webchats

5 purchase

6 databank

7 browsers

8 expectation

9 merchandising

10 approach

2

1 tracking

2 consent

3 violation

4 privacy

3

1 lookupaproductonasearchengine

2 paybycreditcard

3 placetheproductyouwantinacart

4 clickonalinktogettotheseller’ssite

5 browsethesitetofindanyinteresting

products

6 debitthecustomer’screditcard

7 sendbackafaultyproductunderguarantee

8 shiptheproductfromthewarehouse

5

asarule=onthewhole

clearly=obviously

consequently=therefore

especially=inparticular

finally=inconclusion

inaddition=moreover

inbrief=tosumup

inotherwords=thatistosay

6

1 inaddition,moreover

2 especially,inparticular

3 asarule,onthewhole

Review 7

Mergersandacquisitions

1

1 duediligence

2 liabilities

3 merger

4 acquisition

5 variablecosts

6 fixedcosts

7 assets

8 liquidity

9 economiesofscale

10 turnover

2

1 variablecosts

2 fixedcosts

3 liquidity

4 liabilities

5 turnover

3

1 climb

2 dip

3 fluctuate

4 stabilize

5 deteriorate

6 slide

7 rise

8 soar

9 jump

10 peak

4

1 considerable

2 dramatic

3 moderate

4 sharp

5 significant

6 slight

7 sudden

5

1 becauseof

2 dueto

3 thanksto

4 asaresultof

6

1 we’regoingtoenter

2 you’llhave

3 I’mmeeting

4 I’llturn

7

1 let’smoveon

2 nextslideshows

3 noticefromthechart

4 seemtosuggest

5 asaresultof

6 resultedin

7 However

8 whereas

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

20

Answer Key

Review 8

Internationaltrade

1

1 d)Don’tsellonpriceratherthanquality.

2 a)Beproactivewithlocaldistributors.

3 b)Makeafirmcommitmenttoexport.

4 c)Thinkoutsidethebox.

5 g)Tradeonopenaccount.

6 e)Signanexclusivedeal.

7 h)Bepreparedtomodifyproduct

specifications.

8 f) Investtime,effortandmoney

9 j) Askacreditagencyaboutacustomer’s

creditworthiness.

10 i) Chasingpaymentscanbedonebythe

creditagency.

11 l) Focusononemarket,ratherthantrying

tosellallovertheworld.

12 k)Don’tassumethatwhatworksinyour

domesticmarketwillalsoworkabroad.

2

1 creditworthiness

2 chasing

3

1 reach

2 assume

3 chase

4 state

5 checkin

6 movebehindwith

4

1 reach

2 ship

3 issue

4 complywith

5 chase

6 getbehindwith

7 checkupon

5

1 During

2 In

3 from

4 until

5 within

6 at

6

1 Letmeputitanotherway.

2 CorrectmeifI’mwrongbutyouseemtobe

sayingthatyouarenotconvinced.

3 I’mafraidthereseemstobeaslight

misunderstanding.

4 PerhapsIhaven’tmademyselfclear.

5 WouldIberightinsayingthatyouwantto

withdrawfromtheproject?

7

1 Ithinkwemightneedmoretime.

2 I’mafraidtherearestillquitealargenumber

ofdifficulties.

3 Perhapsweshouldrenegotiateoneortwo

partsofthecontract.

4 Won’tthatberatherexpensive?

8

1 Accordingto

2 nowoverdue

3 earlysettlement

4 outstandingbalance

5 Furtherto

6 regrettoinform

7 havenoalternative

8 passthismatter

9

1 overdue

2 outstanding

10

outstanding

16

4 No,that’snotagoodidea.

2 Thatmightbeworthtrying.

3 I’mnotsureaboutthatbecause…

1 Thatsoundslikeagoodidea.

2Customersupport

1

Presentsimple

Doyouworkthere?

Doessheworkthere?

Presentcontinuous Areyouworkingthere

now?

Isheworkingtherenow?

Pastsimple

Didyouworkthere

before?

Didsheworkthere

before?

Pastcontinuous

Wereyouworkingthere

then?

Washeworkingthere

then?

Presentperfect

Haveyoueverworked

there?

Hassheeverworked

there?

Pastperfect

Hadyoualreadyworked

there?

Hadshealreadyworked

there?

Modals

Wouldyouworkhere

nextyear?

Rule:

Youform

yes/no questionsusing:

auxiliaryverb+subject+mainverb

2

1 Didyoubuy

2 Doyouhave

3 Haveyoutried

4 Areyousitting

5 Willyoureinstall

3

1 Yes,Ido.

2 Yes,Iam.

3 No,Ididn’t.

4 No,Ihaven’t.

4

1 Howmuchdoes

2 Whyare

3 howfarwill

4 Howdo

5 whatwill

5

1 What

2 Which

3 Which

4 What

6

1 d) 2 c) 3 b) 4 a)

7

1 Whodidyoumeet

2 Whometyou

3 Whospoke

4 Whatdidhespeak

8

1 IwonderifIcouldpossiblyleaveafew

minutesearlytoday?

2 a)grateful b)appreciate

9

1 b) 2 a) 3 d) 4 c)

10

1 ofcourse

2 certainly

3 sure

Grammar and practice

1Corporateculture

1

pastsimple:said,happened,recognized,was,

had,saw,didn’tmention

pastcontinuous:wasdoing,wasworking,was

fillingin,wasentering

pastperfect:hadasked,hadgiven,hadapplied

for,hadn’tfoundout

2

Youusethepastperfecttoshowthatoneevent

happenedbeforeanother.

Youusethepastcontinuoustodescribean

activityinprogressthatgivesthebackgroundto

themainevents.

Youusethepastsimpletodescribethemain

eventsofthestory.

3

1 wasrevising,called

2 didn’thear,wasreading

3 saw,wastalking

4 wasworking,met

4

3 (weonlyknowbythecontext)

5

1 got,hadalreadyworked

2 hadjustfinished,called

3 was,hadn’tseen

4 hadn’tmet,listened

6

1 finished/hadfinished

2 hadalreadystarted

3 was/hadbeen

4 hadbought

7

1 b) 2 c) 3 a)

8

2 (returntoaprevioussubject)

9

actually=infact

afterthat=thenextthingthathappenedwas

apparently=itseemsthat

eventually=intheend

obviously=ofcourse

10

1 wasworking

2 hadjustleft

3 wasserving

4 hadn’tarrived

5 came

6 askedfor

7 wanted

8 took

9 wassitting

10 placed

11 hadneverbeen

12 saw

13 was

14 hadbecome

11

1 from

One daytonaive

2 from

Anywaytomy life

3 from

Of coursetothem all

4 from

But, even todaytothat day

13

1 Youshouldtodoittoday.

2 Youought

todoittoday.

3 Heshouldsdoittoday.

4 DoIshould

Should I doittoday?

14

1 Youshouldspeaktoyoursupervisor.

2 Youmustspeaktoyoursupervisor.

15

1 apply

2 applying

3 toapply

4 apply

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

21

Answer Key

11

1 c) 2 a) 3 b)

12

Actually/Tobehonest

13

1 b) 2 e) 3 c) 4 d) 5 a)

14

1 Youmustn’tdoit.

2 Youhavetodoit.

3 Youdon’thavetodoit.

15

1 don’thaveto

2 mustn’t

3 haveto

4 mustn’t

5 don’thaveto

6 haveto

3Productsandpackaging

1

1 an,a,a

2 the,the,the

3 –,–,–

2

1 a

2 the

3 noarticle

3

1 a,the

2 the,a

3 the,an

4 a,the

4

1 –,the

2 The,–

3 –,the

4 –,the

5

1 FedEx

®

isaninternationalcompany

that /

whichoperatesinthetransportationbusiness.

2 CharlieWangisadynamicman

who / that

runstheNewChinaPackagingCompany.

6

Hereisthepackagewedesignedlastweek.

7

Youcanleaveout

who,whichorthatina

definingrelativeclauseiftheyarefollowed

immediatelybyapronounornoun.

Youmustkeep

who,whichorthatiftheyare

followedimmediatelybyaverb.

8

1 Thesearetheviewsoftheconsultantswhose

reportwasusedbythegovernment.

2 LookatthisarticleaboutthatGerman

manufacturingcompanywhoseproduction

wasoutsourcedtoSlovakia.

9

2 ✓

4 ✓

10

Anon-definingrelativeclausesimplyaddsextra

information.

Inanon-definingrelativeclauseyouuse

commas

aroundtheclause.

Inanon-definingrelativeclauseyoucannotleave

out

who orwhich.

Inanon-definingrelativeclauseyoucannot

use 

that.

11

2 taskforce,focusgroup

3 salesforecast,hearingaid

4 marketleader,stockcontrol

5 pricerange,customerfeedback

12

1 productdesignteam

2 actionfilmhero

3 staffdevelopmentstrategy

4 computersoftwareengineer

5 customerfeedbackprogram

6 bridgeconstructionproject

13

2 anice-lookingactionfilmhero

3 along-termstaffdevelopmentstrategy

4 aself-employedcomputersoftwareengineer

5 aweb-basedcustomerfeedbackprogram

6 anover-budgetbridgeconstructionproject

4Careers

1

1 d) 2 c) 3 b) 4 a)

2

1 A: DoyouworkonSaturdays?

B: No,luckilyIdon’tworkonSaturdays.

2 C: Areyougoingforaninterviewtoday?

D: No,I’mnotgoingtoday–theinterviewis

tomorrow.

3

1 comes,iscoming

2 have,amhaving

4

1 amdoing

2 have

3 check

4 isstaying

5 amwaiting

6 do

5

1 Thesouptastesdelicious!

2 Thesoupisboiling.✓

3 Sorry,I’mnotfollowingyou.✓

4 Sorry,Idon’tunderstandyou.

5 Whatareyousaying?✓

6 Whatdoyoumean?

7 Thisbookbelongstome.

8 Thisbookissellingfor€15onAmazon.✓

9 Pleasedon’tinterruptme–I’mdoinga

grammarexercise.✓

10 Thisgrammarexerciseiseasy–Iknowallof

theanswers.

6

1 c) 2 b) 3 a)

7

•

Thepresentperfecthasseveraluses,butit

showsthatthespeakerislookingbackfrom

thepresenttothepast.

•

Thepresentcontinuoushasseveraluses,but

itshowsthatapresentactionorsituationis

temporary.

•

Thepresentsimplehasseveraluses,butit

showsthatapresentactionorsituationis

permanent.

8

1 since

2 for

3 during

4 for

5 manyyearsago

9

•

for:usedwithperiodsoftime;usedwiththe

pastsimpleandpresentperfect;answersthe

question‘howlong?’.

•

during:usedwithperiodsoftime;usedwith

thepastsimple;answersthequestion‘when?’.

•

since:identifiesthepointaneventbegan;

usedwiththepresentperfect.

•

ago:usedtosayhowfarbackinthepast

somethinghappened;usedwiththepast

simple.

10

1 just

2 already

3 yet

4 ever

5 never

11

1 ✗ 2 ✓ 3 ✓ 4 ✗ 5 ✓

6 ✗ 7 ✓ 8 ✗

•

Whenyoutalkaboutpeople’sexperiencesup

tonow,youusethepresentperfectorpresent

perfectcontinuous.

•

Whenyoufocusontheactionitself,notthe

result,youusethepresentperfectcontinuous.

•

Whenyoufocusontheresult,nottheaction,

youusethepresentperfect.

•

Whenyousay‘howmany’youusethepresent

perfect.

12

1 havebeensendingoff,haven’thad

2 havesentoff,havebeenapplying

3 hasjustreceived,hasfailed

13

1 wentup

2 havegoneup

3 goup

4 haveworked

5 worked

6 work

14

1 want

2 applied

3 havebeenwaiting

4 havedecided

5 amsleeping

5Makingdeals

1

1 b) 2 c) 3 a) 4 a)

2

1 Sentencea)iscalledthezeroconditionaland

thetimereferenceisgeneral.

2 Sentenceb)iscalledthefirstconditionaland

thetimereferenceisfuture.

3 Sentencec)iscalledthe

secondconditional

andthetimereferenceisfuture.

3

1 Ifwecontinuetalking,I’msurewe’llfinda

compromise.

2 IfIagreetothatprice,canyousigntoday?

4

1 b) 2 c) 3 a)

5

Thefirstconditionalreferstoalikelyeventin

thefuture.Inthe

ifclauseyouuseanypresent

tense(simple,continuousorperfect)andinthe

mainclauseyouuse

willorothermodalsorthe

imperative.

6

1 I’ll

2 wemightbeableto

3 Ishouldbeableto

7

Whenthe

ifclausecomesattheend,youleave

outthecommainwriting.

8

1 S

2 D

3 uncertainty

4 certainty

9

1 Unless

2 If

3 If

4 Unless

10

1 Unlessweleavenow,…

2 Unlessheagreestoourterms,…

11

1 a) 2 d) 3 c) 4 b)

12

1 IfIwasthebossofthiscompany,Iwould

improvecommunicationsbyhavingregular

meetings.

2 Ifwepaida50%depositnow,wouldyou

reducethepriceto€25,000?

2.0 B1+ Intermediate Teacher’s Resource Disc © Macmillan Publishers Limited 2013

Answer Key

22

Answer Key

13

Theexpressions

providing,provided,as long

asandso long asallmeanif and only if.They

emphasizethecondition.Theyhaveasecond

conditionalform,sotheyarefollowedbyaverb

inthepastsimple.

14

1 Isuggestwetobuythecheapermodel.

2 Irecommenditthatwehaveashortbreak.

3 Iadvisethatyoutolookagainatthefigures.

4 Whatdoyousuggestme?

5 Irecommendyounotparkinghere.

6Companyandcommunity

1

1 a)

2 b)

3 b)

4 Alotofillegalimmigrantswereemployedlast

year.

2

1 b) 2 a) 3 d) 4 c)

3

Ending1makesabetterlink.

4

1 Carpartsaremadehere.

2 Theriverisbeingpolluted.

3 Thelawwasobeyed.

4 Ihavebeenofferedthejob.

5 Fakegoodswerebeingsold.

6 Thispolicycanbechanged.

7 Wemightbefined.

8 Thiswillbedecidedlater.

5

1 Theenvironmenthasbeenputatthecentre

ofourfutureplanning.

2 Theideaofcorporatesocialresponsibilitywas

introducedbyJohnson&Johnson.

3 Theelevatorisservicedeveryweek.

4 Theelevatorwasservicedlastweekbythat

guywiththecrazylookinhiseyes.

5 Ahundrednewemployeesarebeinghired

thismonth.

6 Myflightwasdelayed.

7 Myflightwasdelayedbyamajorsecurityalert

involving80Chechnianterrorists.

8 Theenvironmentmustbeprotected.

6

AterriblegasleakoccurredinBhopalin1984 –

itseemsthatthedisasterwascausedbyanact

of sabotage.

7

1 e)

2 b)

3 c)andd)

4 a)

5 g)

6 f)

7 h)

8

1 ✓

2 ✓

3 ✓

4 ✓

9

Shesaidthatthey’dgiveme

theiranswer today.

10

1 Shesaidthatshewoulddothat.

2 Shetoldmethatshewoulddothat.

3 Shesaidtomethatshewoulddothat

4 SheaskedmewhatIwoulddo.

5 SheaskedmeifIwoulddothat.

6 SheaskedmewhatIwasdoing.

7 SheaskedmewhenIwouldarrive.

11

2 Sheannouncedthattheywerestopping

all production.

3 Hereassuredmethattheyhadfittednew

filters.

4 Sherepliedthattheycoulddoabsolutely

nothing.

7Mergersandacquisitions

1

1 b) 2 a) 3 e) 4 c) 5 d)

2

‘Goodmorning,ladiesandgentlemen.I’vecalled

thispressconferencebecauseoftherumours

circulatinginthemediaaboutourM&Astrategy.

Overthenextfewyearsourbankwillbecomea

majorplayerinCentralEurope,andnaturallywe

willlookatstronglocalbanksaspossibletargets

foracquisition.Butwewon’tmakeanydecisions

untilwehavestudiedthemarketcarefully.There

hasbeenmuchcommentaboutpossiblejobcuts,

butIwanttoreassureyouthatthestaffofabank

areamongstitsmostvaluableassets.Whenwedo

makeamove,therewon’tbesignificantjoblosses

atthebankweacquire.Inanycase,wewilldeal

withthisissueatthetime,andIhavenofurther

commenttoaddnow.’

3

1 Therewillprobablybesignificantjoblosses.

2 Thereprobablywon’tbesignificantjoblosses.

4

1 b) 2 e) 3 a) 4 c) 5 d)

5

1 d) 2 b) 3 e) 4 a) 5 c)

6

1 prediction

2 plan

3 prediction

4 plan

5 prediction

6 plan

7

1 CitibankaregoingtomakeabidforTatra

Banka.

2 We’renotgoingtohaveenoughtime.

8

amflying,arecoming,aregiving

9

1 aregoingtomake

2 willprobablystart

3 I’llcomeback

4 we’regoingtogo

10

1 itwilldefinitely

2 it’salmostcertainto

3 it’slikelyto

4 itmight

5 itmightjust

6 there’snotmuchchanceitwill

7 there’snowayitwill

11

2 Themergerwilldefinitelygoahead.

3 Themergerdefinitelywon’tgoahead.

4 Themergermightjustgoahead.

5 Themergerisalmostcertaintogoahead.

6 It’shighlylikelythemergerwillgoahead.

7 Wefullyexpectthemergertogoahead.

12

1 T

2 F(

could not means‘itisimpossible’)

3 T

8Internationaltrade

1

1 at,after

2 from,until

3 on

4 by

5 for,during

6 within

2

1 by

2 at

3 during

4 While

5 During

6 Inthelastyear

7 Lastyear

3

1 lunch

2 thesummer

3 themorning

4

1 Ø 2 Ø 3 Ø 4 Ø 5 Ø 6 Ø

5

1 by

2 until

3 until

4 By
Untilmeans‘upto’.

Bymeans‘onorbefore’.

6

1 ontime

2 intime

3 intime

4 ontime
Intimemeans‘withenoughtime’.

Ontimemeans‘attherighttime’.

7

•

Intheendmeans‘eventually’or‘finally’.

•

Attheendreferstothelastpartofsomething.

•

Bytheendmeans‘atorbeforetheend’.

•

Towardstheendmeans‘neartheend’.

•

Atlastshowspleasurebecausesomething

happensthatyouhavebeenwaitingfor.

8

1 S 2 S

9

1 e) 2 c) 3d) 4 a) 5 b)

6 g) 7 j) 8 f) 9 h) 10 i)

10

1 complainedto,apologizedfor

2 relyon,hearabout

3 conformto,succeededin

4 insiston,lookforward

11

1 investin

2 consistsof

3 complywith

4 dependson

5 insureagainst

6 applyfor

7 sufferfrom

8 agreewith

12

1 in

2 for

3 for

4 to

5 with

6 on

7 for

8 on

9 to

10 for

13

1 involvement

2 substitute

3 ratings

4 dealings

5 damaging

6 levy

7 tax

8 credit-worthiness