English Skills for Work - PDF

UNIT ONE CAREER CHOICES UNIT LEARNING OUTCOMES Learners can use vocabulary related to skills and personal qualities. Learners can use a range of phrases for giving advice and making suggestions. Learners are aware of simple ways to build rapport at ﬁrst meetings and can use a range of appropriate questions. Learners can use a range of expressions to start, close and show interest in simple, face-to-face conversations on familiar topics. Learners can write an email introducing themselves to work colleagues. LEAD IN: TRANSFERABLE SKILLS PT. 1 LEAD IN: TRANSFERABLE SKILLS PT. 2 Discuss these questions. 1 Is there an expression in Exercise 1 that deﬁnitely doesn’t describe you? 2 Which is a) the most important b) the least important life skill in the box? Why? LEAD IN: TRANSFERABLE SKILLS PT. 3 Discuss the question. According to the video you’re going to watch, employers want skills that can be applied to a range of tasks and roles. What skills do you think this means? Give examples. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_01_TransferableSkills_03_eR/index.html VOCABULARY PT. 1 What do these words and phrases mean? Match them with the best situation (a–h): You … -1 can think outside the box. -2 have a can-do attitude. -3 can set goals. -4 use critical thinking. You … -a. decided to save money for a holiday a year in the future. -b. did a diﬃcult project without complaining. -c. carefully checked information you found on the internet to make sure it was true. -d. asked your teacher if you could make a short ﬁlm instead of handing in an essay VOCABULARY PT. 2 You … -5 have a lot of determination. -6 are a team player. -7 have integrity. -8 have good communication skills. You … -e. found a wallet with a lot of money in it and returned it to the owner. -f. took four tries to pass your driving test, but never gave up, and kept studying and practicing. -g. worked with a group of friends to start a weekend cycling club. -h. spoke clearly when you gave a presentation and really listened to questions from the audience VOCABULARY PT. 3 Complete the tables with the correct words. Adjective Noun Adjective Noun 1 adaptability 7 independence ﬂexible 2 ambitious 8 3 Motivation 9 passion Conﬁdent 4 enthusiastic 10 5 Dependability 11 honesty Resourceful 5 authentic 12 WRITING A JOB DESCRIPTION PT.1 Look at the jobs below. Discuss how some of the transferable skills from the previous 2 exercises are necessary for each job. -Accountant -construction -worker -factory worker -journalist -personal trainer -Politician -professional athlete -salesperson teacher WRITING A JOB DESCRIPTION PT.2 - Think of a job: one from the previous exercise, one you know about or one you would like to do. Write down the name of the job, e.g. personal trainer, accountant, salesperson, etc. List 3–5 things the person needs to do, e.g. lead classes, take care of company money, meet customers, etc. Identify skills that the person needs to have to take care of the responsibilities you’ve listed. Use skills from Exercises 6 and 7, or your own ideas. - Write a job description based on your research. GRAMMAR PT. 1 GRAMMAR PT. 2 Complete the sentences from the programme using the words below. could - How – ought – should - Why don’t you - Why not try 1 _____ deleting everything you’ve written about yourself? 2 _____ take your description of yourself … and for each word, think of an example from your own experience that shows who you are? 3 _____ about telling me about something creative that you’ve done? 4 You really _____ put that on your social media proﬁle – you designed and built a website. 5 You _____ consider putting something about that on your proﬁle. 6 You _____ to think outside the box. GRAMMAR PT. 3 Choose the correct option in bold to complete the sentences. 1 Why don’t you send / to send an email to some companies? 2 How about to set up / setting up your own website? 3 You should to research / research the companies you’re interested in. 4 Why not try make / making a video for YouTube? 5 You ought to spend / spending some time improving your online proﬁle. 6 You could think / to think about meeting some people who work in the industry. 7 What about asking / to ask your teacher for some help? FUNCTIONAL LANGUAGE PT. 1 discuss these questions. 1- Why do people attend careers events? 2- What are employers looking for at a careers event? 3- Have you ever attended a careers event? What was your experience? FUNCTIONAL LANGUAGE PT. 2 Look at these tips on how to prepare for a careers event. Choose the three most important tips for you. Explain your choices 1 Look at the list of attending companies and target those that interest you most. 2 Update your CV and bring several copies. 3 Take a ﬁ le to collect business cards and brochures. 4 Research your target employers and prepare a list of questions you want to ask. 5 Write an online proﬁle. 6 Prepare a short, professional introduction (your experience, strengths, career interests and goals). 7 Dress professionally, as if you were going to an interview. 8 Arrive early, and plan extra time for locating your target employers. LISTENING PT. 1 Ella and Jamie are attending a careers event. They both speak to Ben, a recruiter from a large specialised travel agency. Listen to the two conversations. Who was better prepared, Ella or Jamie? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_01_BusinessSkills_03_eR/index.html 1 How did Ella prepare for the careers event? 2 What relevant skills and qualiﬁ cations can Ella oﬀ er the company? 3 What was the outcome of the conversation with Ben for Ella? 4 What relevant skills can Jamie oﬀ er the company? 5 How did Jamie prepare for the careers event? 6 What was the outcome of the conversation with Ben for Jamie? 7 How could Ella and Jamie have been better prepared? LISTENING PT. 2 Complete the questions and phrases from the two conversations in the previous exercise with the words and phrases below. Then listen again to check your answers. ask you a few questions - been nice talking - could I just ask for your time - how are you - in charge of - in touch with really - see - tell me more – sounds 1 Can you put _____ me the person _____ your marketing projects? 2 Can you _____ about that? 3 I’d like to _____, if possible. 4 Good morning. _____ enjoying the fair? 5 It’s _____ to you. 6 That _____ interesting. 7 I _____, wonderful. 8 Sorry, _____ you a few questions about Travelogue? 9 Thank you _____, Ben. I really appreciate it. 10 Oh, _____? READING To: Marketing staﬀ From: Elenor Rinna Subject: Good morning! Dear / Welcome colleagues, I would like to introduce me / myself as the new Account Executive in your department. Before I joined / join this company, I was working in a similar position in a very small company in Sweden. However, I wanted / am wanting to work for a larger company so I am really excited to be working by / for this company. Please feel free to contact me by email or phone if / so you have any questions. I very much look forward to meet / meeting you all in person. Kind / Truly regards, UNIT TWO BUSINESS SECTORS UNIT LEARNING OUTCOMES Learners can use vocabulary related to diﬀerent sectors and industries which drive economic activity. Learners can use the Past Simple and Past Continuous to talk about past events. Learners are aware of ways to take turns and can use a range of expressions to interrupt and manage interruptions in a meeting. Learners can use a range of expressions to leave a clear and concise voicemail message. Learners can write an email containing action points from a meeting. LEAD IN: JAPAN’S ECONOMY PT. 1 Discuss these questions. 1 In what ways do you think Japan is very traditional and in what ways is it very modern? 2 How has Japanese popular culture had an impact on the world? Give examples. 3 How has Japanese industry had an impact on the world? Give examples. 4 What do these Japanese companies make or do? Canon - Mitsubishi - Nikon - Nintendo - SoftBank - Sony - Toyota LEAD IN: JAPAN’S ECONOMY PT. 2 Watch the video 2.1.1 and check your predictions. https://eps.openclass.com/pulse-sa/api/item/476d8a9 d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activ ities/online/BPB1_02_JapansEconomy_04_eR/index.ht ml 1 We think of the USA leading in the internet technology sector. 2 Japan is the second largest industrialised economy in the world. 3 The country's banks and financial market are an important part of the economy. 4 Japan was slow to use robots in car manufacturing. 5 Japanese cars were not popular in other countries in the 1970s. 6 Japan's car manufacturers continue to invent new vehicles in the twenty- first century. 7 The Sony Walkman was a revolutionary product because it was very cheap. 8 Both Nintendo and Sony sell popular video game consoles. LEAD IN: JAPAN’S ECONOMY PT. 3 Decide if these sentences are true (T) or false (F). Watch the video again and check. Then correct the incorrect sentences. 1 We think of the USA leading in the internet technology sector. 2 Japan is the second largest industrialized economy in the world. 3 The country’s banks and ﬁ nancial market are an important part of the economy. 4 Japan was slow to use robots in car manufacturing. 5 Japanese cars were not popular in other countries in the 1970s. 6 Japan’s car manufacturers continue to invent new vehicles in the twenty-ﬁrst century. 7 The Sony Walkman was a revolutionary product because it was very cheap. 8 Both Nintendo and Sony sell popular video game consoles. LEAD IN: JAPAN’S ECONOMY PT. 4 Discuss the questions. 1 According to the video, how was Japan able to build a strong car industry? 2 What two examples of more recent innovations in Japan’s car industry are mentioned in the video? 3 How did the Sony Walkman change the way we live today? VOCABULARY: SECTORS AND INDUSTRIES PT. 1 Complete the extracts from the video using the words and phrases below. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_02_JapansEconomy_06_eR/index.html Automotive - manufacturing - retail - service sector – transportation Japan’s 1_____ , which includes ﬁnance, trade, entertainment, tourism, 2 _____ and 3 _____ , accounts for a massive three- quarters of Japan’s total economic output. But it has been Japan’s 4 _____ industries that have made the most global impact. The 5 _____ industry has been particularly successful. VOCABULARY: SECTORS AND INDUSTRIES PT. 2 Match the three economic sectors (A–C) with the descriptions and the examples (1–3). Economic sectors A Primary ➞ B Secondary ➞ C Tertiary 1 This involves using raw materials to develop and build products. Examples include the manufacturing and construction industries. 2 Also called the service sector, this includes all the commercial services that connect products and services with consumers. Examples are ﬁ nancial services, retail, the tourism industry as well as transportation. It also includes other public and private services such as education and health care. 3 This involves working with basic materials. For example, extraction of raw materials, agriculture and ﬁshing. VOCABULARY: SECTORS AND INDUSTRIES PT. 3 Write the correct industry and sector next to each group (1–8). 1 bank, credit card company, insurance agent _____ _____ 2 campsite, cruise ship, hotel chain _____ _____ 3 furniture maker, steel factory, textile manufacturing _____ _____ 4 coal mining, gas extraction, oil drilling _____ _____ 5 animal farming, crop growing, wine producing _____ _____ 6 airline, courier service, port _____ _____ 7 chemical plant, pharmaceutical company, robotics factory _____ _____ 8 clothes shop, restaurant, supermarket_____ _____ READING PT. 1 Match words from 1 and 2 to form compound nouns. 1 climate - electricity - global - fossil - greenhouse - renewable – solar 2 bill - change - energies - fuel - gases - panels - warming Complete the questions with a compound noun: 1 Can you name two types of traditional and _____? 2 What are some of the advantages of installing _____? on your home? 3 Which of these is not a _____? ? Coal, gas, oil, wood. 4 Do you think _____? is aﬀecting the weather where you live? How? READING PT. 2 Look at the social media post. What was the problem and what do you think Mark did about it? Mark Nowicki: So, it was snowing all last night, and at about nine o’clock we were just watching TV when suddenly all the electricity went out. These power cuts sometimes happen when there’s a big storm. While I was sitting in the dark, I thought we really must do something about this. READING PT. 3 Choose the correct option in bold to complete the sentences. 1 She was studying / studied IT when she started / was starting her ﬁrst business. 2 He told / was telling me he wanted to quit his job while we had / were having lunch. 3 While I presented / was presenting the slides, the electricity went out / was going out. 4 We got / were getting tired so we decided / were deciding to have a break. 5 What did you do / were you doing this morning? I tried / was trying to phone you twice. 6 I thought / was thinking about Carla when she phoned / was phoning me. 7 It suddenly started / was starting to rain while we sat / were sitting in the park. 8 When I got / was getting to the oﬃce, everyone already worked / was already working. GRAMMAR Complete the sentences with Past Simple or Past Continuous. 1 We use the _____ to give some background details to the main story, for example, describing the weather at the time. 2 We use the _____ for an action in the past that was interrupted. It also describes actions or events in progress at a speciﬁc moment in the past. 3 We use the _____ for shorter, ﬁnished actions or events, which can interrupt a longer situation or action in progress. We also use it with a series of short, completed actions. 4 We often use when before the _____ and while before the _____. VIDEO: WATCHING FOR DETAILS PT. 1 Think about meetings in your country. Is interrupting a speaker during a meeting considered positively or negatively? Explain your thoughts to a partner. discuss the statements. Do you agree or disagree? Why / Why not? 1 listen to others. 2 ask questions to be sure you have understood. 3 prepare your contribution in advance. 4 never interrupt someone even if you disagree with him/her. 5 be respectful even if you disagree with someone. VIDEO: WATCHING FOR DETAILS PT. 2 Watch the video 2.3.1 as Beata prepares for an induction meeting with the CEO of Evromed. Choose the correct option in bold to complete the information about Evromed. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_02_CommunicationSkills_02_eR/index.html 1 Evromed is a multinational / global player / family business. 2 Evromed currently employs more than 145 / fewer than 145 / 145 people. 3 Evromed is successful in Europe / Eastern Europe / China. 4 Evromed recently won a contract to supply a hospital / children’s home / chain of drugstores in Brazil with a device for diabetes patients. LISTENING: LISTENING FOR DETAILS PT. 1 A compare how many times you listen to voicemail messages before you understand them. Why? B In small groups, discuss why it is sometimes diﬃ cult to understand a voicemail message. the caller speaks too fast, the caller doesn’t leave his/her full name C How do you feel about leaving a voicemail message in English on a scale of 1–5 (1 = very comfortable, 5 = totally uncomfortable)? Explain your thoughts in pairs. LISTENING: LISTENING FOR DETAILS PT. 2 Listen to the message and complete the information below. Listen as many times as necessary. -CALLER: _____ -DATE/TIME: 12 March / 9:15 -REASON FOR CALL: Discuss position -ACTION _____ -TEL: 00 _____ -ACTION DEADLINE: _____ -COMMENTS: if can’t call LISTENING: LISTENING FOR DETAILS PT. 3 -Listen to the message. What is/are the aim(s) of the message? The caller is … 1 asking for action. 2asking for information. 3 asking for a call back. -Listen again and tick (✓) the things the caller did. Leave a greeting ☐ Identify herself ☐ State the reason for the call ☐ Request action / information / a call back ☐ Leave her contact details ☐ Repeat her contact details ☐ Oﬀer an alternative communication mode ☐ Provide a deadline ☐ UNIT THREE PROJECTS UNIT LEARNING OUTCOMES Learners can use vocabulary related to project management. Learners can understand and practice making comparisons. Learners are aware of diﬀerent ways of telling people what to do, and can use a range of phrases for giving and responding to instructions, and standing their ground. Learners can use a range of expressions to give and receive updates, and to discuss follow-up action items Learners can write an internal email requesting updates on a project. LEAD IN: PROJECT MANAGEMENT PT. 1 Discuss your views on these comments. Which view do you most agree with in each pair? 1 a Having a detailed schedule increases stress. It’s better to have a more relaxed approach to work. b The only way to do everything you need to do is to organize your life and have a detailed schedule – and follow it. 2 a Everyone should have a personal budget. Controlling your money is the key to ﬁnancial happiness. b It’s important to enjoy life and not to worry too much about how you spend your money. PROJECT MANAGEMENT PT. 2 video 3.1.1 You’re going to watch a video about London’s Millennium Bridge, which opened on 10 June 2000 but was closed two days later. Do you know or can you guess why the bridge was closed? Check your ideas. Did the engineers solve the problem? How? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_ProjectManagement_03_eR/index.html PROJECT MANAGEMENT PT. 3 Watch the video again and decide if these sentences are true (T) or false (F). 1 The problems with the bridge were a nightmare because many people were hurt. 2 Some people crossing the bridge felt ill. 3 The designers expected there to be some movement in the bridge. 4 The project managers did not try to reduce risk. 5 After closing the bridge, one of the most important jobs was to identify the problem and ﬁnd a solution. 6 The problem was caused by people reacting to the slight movement of the bridge. 7 Fixing the bridge required a lot of extra time and money. 8 Now, Londoners don’t like using the bridge because they feel afraid of it. PROJECT MANAGEMENT PT. 4 Work in pairs or small groups. Discuss these questions. 1 Think of another example of a project or product failing and becoming big news. What happened? 2 Some people still call the Millennium Bridge ‘the Wobbly Bridge’. Do you think this means the bridge will always be seen as a failure? Why / Why not? VOCABULARY: MANAGING PROJECTS PT. 1 Complete the sentences from the video using the words and phrases in the box. anticipating - budget - milestones - predict - project managers - risk management - risk register – setback 1 The Millennium Bridge opened in the year 2000, on the millennium, but that was actually slightly behind schedule and slightly over- _____. 2 One of the central parts of a project manager’s job is _____. 3 … so that’s _____all the things that could possibly go wrong. 4 After a _____like this, the project manager’s highest priority is to manage all the diﬀerent specialist teams who are working on the bridge. 5 Together, they’re going to have to come up with a new plan of what to do, which is going to involve setting new budgets, coming up with new schedules, and agreeing new _____. 6 I don’t think it’s fair to blame the _____ on the Millennium Bridge for the wobble. 7 It’s not the kind of risk you can just _____ easily. 8 From now on, you can be sure that at the top of every project manager’s _____, ‘bridge wobble’ will appear. VOCABULARY: MANAGING PROJECTS PT. 2 A Choose the correct option in bold to complete the sentences. 1 In large public construct / construction projects like the Millennium Bridge, why is risk manage / management so important? 2 It took engineers two years to investigate / investigation and identify / identiﬁcation the problem and ﬁnd a solve / solution. Was this a reasonable amount of time? Why / Why not? 3 After the engineers attached / attachment additional parts, the move / movement of the bridge stopped. Imagine that they were unable to stop the wobble. What do you think they could have done? LEAD IN: LISTENING Listen and complete the information about the project. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/ BPB1_03_Large-ScaleProjects_03_eR/index.html Suez Canal, Egypt The schedule: late by _____years The team: _____ million people in total, _____ at any given time – labourers, engineers, accountants, project managers. The cost: $100 million, over budget by _____ percent Length: 8km Minimum depth: 12m Minimum width: _____ m LISTENING: SUPERLATIVES & COMPARATIVES Listen and complete the extracts. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_Large-ScaleProjects_04_eR/index.html 1 It’s the _____ artiﬁcial waterway in the world. 2 But what’s _____ than the length of the canal is its age. 3 When they were working the _____ on the project, ﬁve million men and women were involved in the construction. 4 They ﬁnished _____ than planned. 5 It is still one of the _____ shipping routes in the world. 6 The canal makes the journey between the North Atlantic and the Indian Ocean much _____ than going around Africa. 7 It reduces the trip by 7,000 km, making the journey _____ and time-consuming. 8 The Panama team had to work a lot _____ than the Suez team. 9 Construction in the jungles of Panama wasn’t _____ digging in Egypt’s dry, sandy desert. 10 In fact the digging itself was the _____ part of the job. LISTENING PT. 1 A Listen 3.04 to a team leader explaining a new procedure for meetings. What type of meeting is it? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_BusinessSkills_02_eR/index.html B Listen again and answer the questions. 1 How long does she expect the meeting to take? 2 What is the aim of the meeting? 3 How often will the meetings take place? 4 What time will the meetings start? 5 What is the ball for? 6 What information will each person give? 7 What will happen after the meeting? LISTENING PT. 2 A Listen 3.06 Match the beginnings (1–7) with the endings (a–g) to make questions from the audio which are used to ask for an update. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_BusinessSkills_06_eR/index.html 1 How are we doing with the a me an update on the plans? 2 What’s happening with b redrafting of the China contract? 3 And where are c to date on the programme for today? 4 Can you bring me up d the deadlines? 5 What’s the latest e speed on the factory shutdown? 6 Can you give f on the new schedule? 7 When will you be able to bring me up to g we with the logo? LEAD IN A- discuss the statements. Which one do you agree with more? 1 As a leader, you should insist on having your way. 2 As a leader, you should be prepared to listen and change your mind. B- What are the advantages and disadvantages of each approach? VIDEO: WATCHING FOR DETAIL PT. 1 Watch the video 3.3.1 from the beginning to 01:15. Match the names with the roles https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_CommunicationSkills_02_eR/index.html 1 Daniel 2 Beata 3 Clarice A sub-supplier B project manager C main contact VIDEO: FUNCTIONAL LANGUAGE Match 1–7 with a–h to make sentences from the video 3.3.4. There is one ending you don’t need. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_03_CommunicationSkills_05_eR/index.html 1 Can you bring Clarice a new deadline. 2 No problem, leave it b on this. 3 I have no room for c with me. 4 You need to meet this d can do it. 5 I can’t compromise e able to do it. 6 I think we f maneuver on this. 7 I’m afraid I’m just g not that ﬂexible. h up to speed? GROUP TASK Read the scenarios below and decide who will take the role of the leader for each scenario. Scenario 1 There has been a small earthquake. No one in your room is hurt. You hear a ﬁre alarm in the distance. All the others in your group are looking at you to lead. Tell them what to do. Scenario 2 You are looking after some foreign visitors. As a group, you have just decided to go and do some sightseeing in your area. Think about the tasks that need to be done, decide who will do them, and then tell the others in the group what they have to do. Scenario 3 You need to move to new accommodation next month, but you have not yet started the process. The others in your group have oﬀered to help. Tell them what to do. READING PT. 1 Read the email below. What is Wilhelm asking John to do? To: John Carver, Project Manager From: Wilhelm Haas, Finance Subject: Building project update Dear John, I’d like to know if the ﬁrst stage of the building project is moving fast enough and will meet the orignal deadlines, so could you let me know what the curent position is? If you are not going to meet the deadlines, would you check when we can get together to go over the schedule? Also the CFO is now worried that there aren’t enough funds to complete the project on time, especially as there have been sevral problems. I’d therefore be grateful if you could send me cost details for last month, particularly any aditional purchases you made. I understand that whether conditions were not good enough to start the second stage of the project last week. I’d appreciate it if you could meet me tomorrow afternoon to discuss the rescheduled dates. Could you also ask your asistant to join us, please? Regards Wilhelm READING PT. 2 -Underline eight spelling mistakes from the previous reading and correct them. _____ _____ _____ _____ _____ -Check your answers. Then check the spellings in a dictionary. UNIT FOUR GLOBAL MARKETS UNIT LEARNING OUTCOMES Learners can use vocabulary related to global markets. Learners can use past and present passive forms when speaking and writing. Learners are aware of diﬀerent approaches to managing a conversation and can use a range of expressions to signal and respond to a change of topic Learners can use a range of expressions to build consensus in a discussion on a familiar topic. Learners can write an order conﬁrmation letter. LEAD IN: ONE SIZE FITS ALL PT. 1 Discuss the questions. 1 What do you understand by the expression ‘one size ﬁts all’? To what extent is that true in global markets? Think about some of the items below. cars - clothes - coﬀee - fast food - ice cream - soft drinks 2 Will everyone in the world want the same food, clothes and other products in the future? Why / Why not? ONE SIZE FITS ALL PT. 2 -How do you think Volvo cars and Starbucks coﬀee adapted their products for the Chinese market? -Watch the video 4.1.1 and check your predictions. ONE SIZE FITS ALL PT. 3 Watch the video again and choose the correct option in bold. 1 China has the world’s largest rich elite/ middle class. 2 Customizing products for the mass market is/ is not an important consideration. 3 There is no front passenger seat in Volvo’s/ Jaguar’s luxury car for China. 4 Volvo’s and Jaguar’s new cars are for people with a chauﬀeur/ who like big vehicles. 5 Global brands have made slight/ major changes to products for China’s middle class. 6 Starbucks didn’t include its name/ logo in the ﬁrst shop it opened in China. 7 The company introduced some special coﬀees/ teas for Chinese consumers. 8 Starbucks doesn’t think/ thinks the demand for coﬀee will grow in China. ONE SIZE FITS ALL PT. 4 Discuss the questions. 1 Why did Volvo and Starbucks make changes for the Chinese market? 2 What special features would you most like to have in a car? 3 How could Starbucks grow their coﬀee market in China? 4 How could a Chinese tea brand grow their global market? VOCABULARY: GLOBAL MARKETS PT. 1 Global markets: adjective and noun collocations; word building Connect the words in A and B. A consumer - local - luxury - marketing - target – product B brands - customization - goods - preferences - strategy - territories VOCABULARY: GLOBAL MARKETS PT. 2 Choose a word from the previous exercise to complete the phrases. Multinationals need to analyze their _____ , adjust their _____and adapt their products to meet _____. Therefore, _____ is an important consideration for selling into China. This can aﬀect both high-end _____ as well as mass-market _____. GRAMMAR: PRESENT SIMPLE AND PAST SIMPLE PASSIVE What verb forms are the words in bold? What tense are they? 1. Alibaba is used by hundreds of millions of people around the world. 2. The site was started twelve years ago to sell homemade goods. READING PT. 1 Read the article quickly. How many internet sites are mentioned? By Sarah O’Connor Alibaba is used by hundreds of millions of people around the world. Thanks to e-commerce sites like this anyone can be an import–export magnate without leaving the sofa. Thanks to Airbnb, anyone can be a hotel manager. Today there is a growing number of ‘sofapreneurs’ making money from websites like Alibaba, eBay and Airbnb, and many of them are not even doing it full time. Freelancer sites like PeoplePerHour say many of their users are ofﬁce staff who log on after work. It is estimated that one percent of U.S. adults earn money from these websites. JPMorgan Chase says of this group that most of them rely on the sites for less than a quarter of their income. Still, that is valuable in a world of weak economic growth, low wages and insecure employment. In some cases, these sites are giving people who might have difficulties doing a traditional job a way to earn money, for instance because of health reasons or caring responsibilities. They can also offer lower prices to consumers. However, governments will have to make sure sofapreneurs cannot compete unfairly with other small businesses by simply avoiding tax. One of the biggest benefits is the hardest to measure. Many of the people I’ve interviewed who sell products on these sites say that it gives them a sense of satisfaction they do not have in their day jobs. Last year I spoke to Einar Parker, who spent his days working on the production line at a car seat factory. He began making jewellery in his spare time and setup his own shop on Etsy. The site was started twelve years ago to sell homemade goods. ‘You don’t think a lot when you’re on an assembly line, but I’ve got something to think of, coming up with ideas,’ he explained. ‘That is my escape.’ Sofapreneurship seems to be making people a little richer and a little happier, and that is no bad thing. READING PT. 2 discuss the questions. 1 Can you think of one more beneﬁt and disadvantage of online marketplaces? 2 Do you think that websites like PeoplePerHour are changing the way companies employ people? 3 Do you know anyone who sells products or gets freelance work via online marketplaces? READING PT. 3 Complete the listings on an e-commerce site with the active or present passive form of the verbs in brackets. 1 These personalized necklaces _____ (make) of wood. Orders _____ (deliver) within 72 hours in the EU. 2 Each handmade ceramic bowl _____ (paint) by hand. It _____ (not recommend) to put them in the microwave, oven or dishwasher. We _____ (ship) worldwide 3 Our high-quality cotton T-shirts _____ (print) specially to order and _____ (dispatch) within two days. Just _____ (select) your size and colour and the words you _____ (require). 4 These coﬀee cups and mugs _____ (design) by me and _____ (pack) in a gift box. If your items _____ (need) by a certain date, please contact me. READING PT. 4 Complete the passive sentences with the past or present passive form of the verbs in brackets. 1 Alibaba _____ (set up) by Jack Ma, who is said to be one of China’s richest men today. 2 Sellers using Alibaba’s and eBay’s sites _____ (not charge) a commission on goods sold. 3 Airbnb’s headquarters _____ (base) in San Francisco, California. 4 Hotels _____ (not allow) to advertise rooms on the Airbnb site. 5 Some homes/oﬃces on the website _____ (own) by Airbnb. 6 When eBay _____ (create) in 1995 it (call) AuctionWeb. 7 eBay _____ (buy) by Google in 2016. 8 Very little money _____ (need) to start an Etsy shop online. VIDEO: WATCHING FOR DETAILS PT. 1 Give examples of your own experiences of meeting people who are diﬀerent from you. Here are some possible diﬀerences to think about. 1 their national culture 2 their age 3 their education 4 the culture of their organization 5 their work/profession -Discuss the questions. 1 What is easy or diﬃcult about such encounters? 2 How is it diﬀerent from meeting friends, colleagues and members of your family? Why? VIDEO: WATCHING FOR DETAILS PT. 2 Watch the video 4.3.1 of Alex and Beata talking about Beata’s forthcoming trip to Rio de Janeiro. Answer the questions. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_04_CommunicationSkills_02_eR/index.html 1 Has Alex ever been to Rio de Janeiro? 2 How well does he know Mateo? 3 What does Alex mean when he says, ‘It’s diﬃcult to stay on track sometimes’? 4 What preparation has Beata done for the trip? 5 What advice does Alex give Beata? Do you think it is useful advice? Why? VIDEO: WATCHING FOR DETAILS PT. 3 Look at these phrases from the video. Decide which are for changing the subject (C) and which are for staying on track (S). 1 There will be plenty of time for that later. 2 I really think we should get to the... 3 Is this a good moment to start talking about the … ? 4 We’ll come to that later. 5 That reminds me. 6 We’ll get to the … in a moment. 7 Can we move to … ? 8 Before I forget, … VIDEO: WATCHING FOR DETAILS PT. 4 Use words from the phrases from the previous exercise to complete the dialogue. In pairs, practice reading the dialogue. A: So, _____ item 3 on the agenda, the new minibus? B: Yes, of course. It will be delivered next Monday morning. So we can use it for the trip to the factory on Tuesday. A: Is _____ factory visit? What’s the plan? B: We’ll _____ details of the factory visit _____. A: Actually, that _____ , I need to check if my children are being picked up from school today. The bus company is on strike. B: I’m sure there _____. Could we ﬁrst ﬁnish discussing the minibus? Then we’ll have a break and you can sort out your children’s bus. LISTENING Listen 4.01 to the beginning of a meeting. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_04_BusinessSkills_02_eR/index.html 1 What does the speaker want to do? 2 According to the speaker, what is building consensus about? Complete the sentences using the words below. Then listen again to check. chance - important - involved – respected 1 If we want to build consensus, we must make sure that everybody is _____ in the conversation. Everybody must have the _____ to speak. 2 And second, everybody’s opinion is of equal weight and is to be _____. No one in the group is more _____ than anyone else. UNIT FIVE DESIGN & INNOVATION UNIT LEARNING OUTCOMES Learners can use vocabulary related to innovative product design. Learners can use the Present Perfect with just , already and yet. Learners are aware of diﬀerent approaches to giving information, and can use a range of questions to ask for diﬀerent kinds of information. Learners are able to use a range of expressions to describe the features and beneﬁts of a product. Learners can write a product review. LEAD IN: INNOVATIVE PRODUCT DESIGN PT. 1 Tick (✓ ) the sentence(s) that best describe(s) your attitude to your lunch break during the week. 1 It’s an opportunity to relax and talk with friends. 2 I eat only because it’s necessary – food is fuel. 3 I enjoy choosing food and eating it. 4 I usually do something else while I eat – reading, studying, texting. 5 A long lunch break is a waste of time. 6 In a cafeteria, I don’t like ordering food and waiting for it. 7 I don’t usually eat lunch. 8 I prefer to eat without talking to anyone. LEAD IN: INNOVATIVE PRODUCT DESIGN PT. 2 Watch the video 5.1.1 and check your ideas. How is Eatsa diﬀerent from a traditional restaurant or cafeteria? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_05_InnovativeProductDesign_02_eR/index.html The video mentions several positive and negative things about this type of restaurant. List the ones you can remember and any others you can think of. Positives Negatives LEAD IN: INNOVATIVE PRODUCT DESIGN PT. 3 Watch the video again. Decide if these sentences are true (T) or false (F). Correct the incorrect sentences. 1 According to Scott Drummond, customers mostly want fast and accurate service. 2 Customers choose meals that are already prepared. 3 The reporter waits about three minutes for his lunch to arrive. 4 The customer in the leather jacket says he has 30–45 minutes for lunch. 5 The customer in the red tie feels happy that he didn’t have to speak to anyone. 6 In general, restaurants are using more technology and fewer workers. 7 According to Scott Drummond, though his restaurant doesn’t have cashiers, it does oﬀ er workers other jobs. 8 According to Mike Peng, there are a lot of restaurants exactly like Eatsa in Japan. LEAD IN: INNOVATIVE PRODUCT DESIGN PT. 4 Number the sentences and phrases in the correct order. Then watch the video again from 00:14 to 00:41 and check your answers. a the patience for the old ways of going out and buying food, interacting with b We’ve addressed that by creating a process that’s incredibly fast, incredibly precise c Technology is allowing us to provide a product at an unprecedented speed, d so the time-pressed consumer in the ﬁnancial district really doesn’t have e and ultimately gives the customer much more control about what they want for lunch. f somebody who might not hear your order correctly. VOCABULARY: TECHNOLOGICAL INNOVATION PT. 1 Complete the summary with the words and phrases from the video. automated - choice - customize - disrupt - innovation - interact - magical - place – swipe A new way to eat Eatsa is using technological _____ to _____ the cafeteria business. Eatsa customers don’t _____ with staﬀ , but instead use a more _____ approach to ordering food. First, they _____ their credit card in a touch-screen device. Then they _____ their meal. Next, they _____ their order, and it’s ready in under two minutes. Customers love the _____ , the speed and the _____ moments along the way. VOCABULARY: TECHNOLOGICAL INNOVATION PT. 2 Match the words (1–9) with the best deﬁnition (a–i). Use your dictionary if necessary. 1 advanced a new, diﬀerent and better than the things that came before 2 stylish b attractive in a fashionable way 3 innovative c can be trusted to do what you need or expect 4 dependable d easy to use or operate 5 user-friendly e using the most modern ideas, equipment and methods 6 unique f the best g carefully planned and made for a certain purpose 7 top-of the-range g carefully planned and made for a certain purpose 8 classic h the only one of its kind 9 well-designed8 classic i attractive in a traditional way LEAD IN: READING PT. 1 When companies develop new products, they use Quality Assurance Testers. Which of these products would you enjoy testing? Which ones would you not want to evaluate? Why? Cars - cleaning products - computer games - make-up - motorcycles - musical instruments - snack foods - sports clothes Think of three or four products to add to the list. Read the article and answer the questions. 1 What type of product testing is it about? 2 What good and bad points of the job does the article mention? READING PT. 2 People think I play video games all day, but that isn’t what I do,’ says the video games tester who gives us only his online nickname – TestPilot. ‘As a tester, I’ve never really played the games – not in a normal way. I try to ﬁ nd problems with them. For example, I’ve done a lot of ‘matrix testing’ where you make every character in a ﬁghting game go against every other character, looking for issues with the game’s function, or with the art and design. It’s fun, but it’s also hard work.’ TestPilot adds that he also does a lot of administrative work. ‘Today, I’ve already spent two hours in meetings. And I’ve just spent an hour writing emails. I haven’t even looked at a video game yet today.’ TestPilot has worked as a Quality Assurance Tester in the video games industry for about six years. Before that, he studied economics and politics at university. ‘I’ve always enjoyed gaming, but I never expected to get a job in the industry.’ After ﬁ nishing his degree, TestPilot looked for oﬃce jobs. Then a friend mentioned the games-testing job. ‘For a laugh, I attended a group job interview, and they selected me. It was a total surprise!’ At ﬁrst, his parents often asked, ‘Have you found a real job yet?’ But when they realized he was happy and could aﬀord to pay his bills, they stopped asking. TestPilot has worked for three companies. ‘After three years in my ﬁ rst job, I left that company for a position with better pay.’ But then two years later, that ﬁ rm went out of business and TestPilot moved on. ‘I’ve been with my current company for a year. They’ve just made me Quality Assurance Manager, so I feel happy about that. To be honest, the money isn’t great, but it’s enough. I’ve already had two pay increases, and I haven’t become bored with it yet, and I don’t expect to. So I guess this is my career, now!’ The biggest problem, says TestPilot, is that he doesn’t often play games for fun these days. ‘It’s too much like work.’ READING PT. 3 Read the article again. The statements below are incorrect. Underline the information in the article that shows the correct information. 1 TestPilot spends most of his time playing video games. 2 Being a video game Quality Assurance Tester is the easiest job in the world. 3 TestPilot has just started working as a video games tester. 4 As a child, he dreamt of working as a games tester. 5 TestPilot’s employer has never promoted him. 6 After work, he relaxes by playing video games. GRAMMAR PT. 1 PRESENT PERFECT SIMPLE WITH JUST , ALREADY AND YET GRAMMAR PT. 2 Read the sentences from the article and answer the questions. a Today, I’ve already spent two hours in meetings. b I’ve just spent an hour writing emails. c I haven’t even looked at a video game yet today. d They’ve just made me Quality Assurance Manager, so I feel happy about that. e I’ve already had two pay increases. f I haven’t become bored with it yet , and I don’t expect to. Which two sentences 1 describe things that have happened very recently? 2 describe things that have not been done or have not happened? 3 describe things that happened some time in the past, without saying speciﬁ cally when GRAMMAR PT. 3 Choose the correct option in bold to complete the sentences. 1 I’ve tested already / already tested three types of cleaning product today. 2 We can ignore this bill because we’ve just paid it / paid it yet. 3 I need to talk to Jim today, but I haven’t seen him yet / already. 4 She’s just / yet ﬁnished writing her test report. 5 I’ve been here for six months, and I haven’t had a pay increase already / yet. 6 Has he started his new job already? / Already has he started his new job? VIDEO: WATCHING FOR DETAILS PT. 1 Read this comment. discuss whether you agree with it and why. ‘ Questions are the key to success in business.’ Think about meetings or discussions you have in your work or course of study and discuss these questions. 1 Do you ask lots of questions or do you simply listen and take notes? Why? 2 Why is it important to ask questions? VIDEO: WATCHING FOR DETAILS PT. 2 Watch 5.3.1 as Beata prepares for her conference call with Daniel and Clarice. Note down what Beata says about: 1 Mateo. 2 the conference call with Daniel and Clarice. What do you think will happen during the conference call? VIDEO: WATCHING FOR DETAILS PT. 3 Match the beginnings (1–5) with the endings (a–e) to form sentences from the video. 1 Tell us about a want us to change, exactly? 2 Why did they b the colour? 3 Can we change c ever met him? 4 What does Mateo d your meeting with Mateo. 5 Have you e spend so much time on this? LISTENING PT. 1 Listen 5.01 to two Sales Representatives, Kendra and Paolo, describing the new ZX3 Hot-Seat during a product launch. Which speaker talks mainly about features and which speaker talks mainly about beneﬁts? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_04_Writing_02_eR/index.html complete the product speciﬁcations for the ZX3 Hot-Seat. ZX3 Hot-Seat Product Speciﬁcations Dimensions: _____ mm x 480 mm Weight: _____ g Colour(s): red, 3 and Materials: _____ : memory foam _____ : water-resistant nylon mesh _____ : heavy-duty rubber LISTENING PT. 2 Complete Paolo’s description of the product’s beneﬁts using the phrases in the box. allow you to - lets you - make it easier to - means that you can - so it’s easier to Well, the ZX3 Hot-Seat is the solution. For example, its heated seat _____ combine the excitement of the stadium with the comfort of home. For added comfort, there are optional arm-rests which _____ sit back and relax as you watch the game, while the plastic cup-holder _____ enjoy your favourite drink at the same time. The Hot-Seat has a washable cover _____ clean, plus the lightweight seat with handles and straps _____ carry. UNIT SIX SAFETY & SECURITY UNIT LEARNING OUTCOMES Learners can use vocabulary related to health and safety at work. Learners can use a range of modal verbs to talk about prohibition, obligation and no obligation in the past and present. Learners can use a range of expressions to discuss rules and requirements and explain their position. Learners can suggest a resolution to a conﬂict in a simple negotiation using a range of expressions. Learners can write simple guidelines about what to do in diﬀerent situations. LEAD IN: WATCHING FOR DETAILS PT. 1 Watch the video 6.1.1 and correct the factual error in each sentence. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_06_SafetyAtWork_02_eR/index.html 1 O’Donovan Waste Disposal is based in Manchester. 2 Paul Neal is the company’s Factory Supervisor. 3 The company collects waste and burns it. 4 Protecting the environment is a priority for the company. 5 In order to protect cyclists, vehicles are smaller so the driver can see more. 6 The company has also put alarms and electronic sensors on vehicles. 7 The police can view the images from truck cameras if there are problems. 8 Senior staﬀ at the recycling centre are given protective clothing and training. 9 Whenever there is an accident, it is recorded in a database and investigated. LEAD IN: WATCHING FOR DETAILS PT. 2 Discuss these questions. 1 How do you think being safer would beneﬁt a company? 2 Who is responsible for health and safety where you work or study? What does their role involve? 3 What health and safety training do people receive in your organization? How satisﬁ ed with the training are you? VOCABULARY PT. 1 Health and safety Work in pairs. Match the verb and noun collocations from the video. What does each verb mean in the context? 1 ﬁt a a risk of injury 2 handle b side guards / cameras and sensors 3 pose c training programmes 4 issue (someone with) d an accident / incident 5 hold e clothing / personal safety equipment 6 record f waste materials / sharp debris VOCABULARY PT. 2 Check the meaning of these verbs related to accidents. Bleed - break - cut - damage - drop - fall - hit - hurt - injure – slip Choose the correct option in bold to complete these sentences from a company’s accident book. 1 The cleaner dropped / fell a heavy box on his foot and bled / broke three toes. 2 The kitchen assistant broke / cut his ﬁnger with a sharp knife and it bled / injured a lot. 3 When the technician dropped / slipped and fell / hit on the wet ﬂoor, she hurt / slipped her knees. 4 He badly hit / damaged his back when moving heavy waste in the warehouse. 5 The admin assistant fell / hit her head on the open cupboard door. 6 He injured / slipped his neck when he crashed his car into the wall. LISTENING PT. 1 What do you know about these typical security measures? card-operated lift - CCTV - ﬁngerprint scanner - ID badge - metal detector - security doors - security guard - security tags - x- ray machine What examples of security measures do you see in your everyday life? Where? How do you feel about these measures? Why? LISTENING PT. 2 Listen 6.01 to Jenn, Paul and Aisha talking about security measures in the workplace. Which speaker has the most security measures at work? Which one has the least? https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_06_BeingSecurity-Conscious_02_eR/index.html Discuss the questions. 1 Which of the workplace(s) mentioned do you think needs to improve security? Why? How? 2 What low-tech and hi-tech security measures were mentioned? Can you think of any others? 3 How could companies use radio frequency ID cards to follow their staﬀ ’s movements? What do you think about companies checking on employees in this way? GRAMMAR PT. 1 Modal verbs of prohibition, obligation and no obligation Complete these phrases from the recording 6.02. Listen and check. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_06_BeingSecurity-Conscious_05_eR/index.html 1 Guests _____ use their room key card in the lifts. 2 You _____ take the lift. 3 She _____ answer the phones. 4 You _____ bring in any pen drives. 5 In the past you _____ wear your photo ID. 6 Your badge _____ be visible on you at all times. GRAMMAR PT. 2 Which word or words above express the idea that: a this isn’t allowed or permitted? _____ b it is necessary to do this? _____, _____, c it is not necessary to do this? _____ d it was not necessary to do this in the past? _____ GRAMMAR PT. 3 Look at the groups of sentences. Do all three in each group mean the same or do they have diﬀerent meanings? Write S (same) or D (diﬀerent). 1 a You must switch oﬀ your mobile. b You have to switch oﬀ your mobile. c You need to switch oﬀ your mobile. 2 a We mustn’t use personal email accounts for work. b We don’t have to use personal email accounts for work. c We don’t need to use personal email accounts for work. 3 a Do we need to wear these visitor ID badges? b Do we have to wear these visitor ID badges? c Must we wear these visitor GRAMMAR PT. 4 Complete the article about shop security measures with the correct positive or negative modal verb form. More than one modal verb may be possible. Retail theft, also known as shoplifting, is a major problem for shops. In the past, prevention measures were more personal and low-tech. Shopkeepers and employees _____ watch customers closely and the security system _____ be any more sophisticated than that. In today’s competitive retail industry, security systems _____ be more subtle and cost eﬀective. However, they _____ be so aggressive that it makes potential customers feel uncomfortable and loses the shop sales. Theft- prevention _____ stop thieves but _____ frighten real shoppers. With radio frequency ID chips it is now possible to follow items and send instant alerts to security guards when these are moving towards the door. The retailer also _____ accept that theft is sometimes committed by staﬀ. The solution _____ be expensive or frightening for employees. Staﬀ lockers VIDEO: WATCHING FOR DETAILS Watch the video 6.3.1 as Beata reﬂects on her upcoming meeting with Mateo. Answer the questions. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_06_CommunicationSkills_02_eR/index.html 1 How does Beata feel about the meeting with Mateo? 2 Why does she feel like this? 3 What outcome for the meeting does Beata want? 4 What do you think will happen during the meeting? Why? LISTENING PT. 1 Tick (✔) the statement(s) you agree with and explain your choices to your partner. 1 I avoid conﬂict where possible. 2 I am very bad at dealing with conﬂict. 3 I am usually able to remain calm during a conﬂict. 4 I believe conﬂict can sometimes be positive. In small groups, think of 3–4 pieces of advice for two people trying to resolve a conﬂict. Tick (✔) the statement(s) you agree with and explain your choices to your partner. 1 I avoid conﬂict where possible. 2 I am very bad at dealing with conﬂict. 3 I am usually able to remain calm during a conﬂict. 4 I believe conﬂict can sometimes be positive. In small groups, think of 3–4 pieces of advice for two people trying to resolve a conﬂict. FUNCTIONAL LANGUAGE PT. 1 Complete the sentences from the conversation with the words in the box. appreciate - both - check - come - diﬃcult - happy - proceed - saying - see - suggestion – understand 1 I _____ it’s _____ for you, Tony. 2 I _____ what you’re _____, Alex, but what’s the solution? 3 I totally agree. I can _____ it from _____ sides. 4 So how do we _____ ? 5 I think we need to _____ to a compromise. 6 My _____ is to supply your team with slip-resistant footwear. 7 Can I just _____ you’re _____ with this idea before I speak to the management team? FUNCTIONAL LANGUAGE PT. 2 Match the sentences in the previous exercise with the correct category (a–d). One sentence falls into two categories. a Empathizing (showing understanding) b Asking for suggestions c Making suggestions d Checking someone agrees FUNCTIONAL LANGUAGE PT. 3 Here are more phrases to resolve a conﬂict. Match them with the correct category in the previous exercise (a–d). 1 I can see how annoying it is for you. 2 Why don’t you try discussing it with him ﬁrst? 3 Can we come to an agreement on this? 4 It might be a good idea to think about all the details. 5 I know how you feel. 6 Do you agree? 7 What do you suggest? 8 How would you deal with the problem? UNIT SEVEN CUSTOMER SERVICE UNIT LEARNING OUTCOMES Learners can use vocabulary related to customer service. Learners can use a range of verbs taking to -inﬁnitive or -ing. Learners can use a range of expressions to manage customer relationships and support a colleague. Learners can use a range of expressions to generate and present ideas. Learners can write an email expressing thanks. LEAD IN Discuss what represents good customer service for you. Think about these businesses and other services you know. Use some of the phrases below. 1- airline - bank - hotel - internet provider - online retailer - restaurant – shop 2- it’s easy to ﬁnd what I want - I trust them - it’s easy to get solutions to problems - the staﬀ are competent/eﬃcient/friendly/experienced/polite/well-trained - the quality is high - the service is fast - the payment system is clear and easy LEAD IN: WATCHING FOR DETAILS PT. 1 Watch the video 7.1.1 and put these items in the order they are mentioned. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_07_AirlineCustomerService_02_eR/index.html a training airline ground staﬀ b a special meal oﬀered by one airline c air travel in the past d research into customer needs e the philosophy of one low-cost airline WATCHING FOR DETAILS PT. 2 Watch the ﬁrst part of the video again (00:00 to 02:23). Complete the summary notes about low-cost airlines with one or two words you hear. Today the airline industry gives passengers a choice of diﬀerent levels of customer service. Ryanair is a pioneer of low-cost ﬂight. If you don’t want to _____ , you’ll pay for priority boarding and any other _____. Journalist Siobhán Creaton says that you get a cheap ﬂight and they get you there safely and usually _____ , but the airline is not going to put you in _____ if your ﬂ ight is delayed. Low-cost airline Easyjet gives staﬀ _____ in which they roleplay typical _____ with dissatisﬁed passengers. WATCHING FOR DETAILS PT. 3 Watch the second part of the video (02:24 to 04:12) again. Underline and correct the six factual errors in the summary notes about the premium service. In the premium service segment, airlines remove little extras that passengers ask least for. For example, United Airlines attracts business-class and ﬁrst-class passengers with its faster queue to check in. The company’s CEO says that their research showed that a good food service was most important for passengers. British Airways distinguishes its ﬁrst-class service through an elaborate ritual on board: the British breakfast. For airlines, things like a big lunch and comfortable bed are ways to make passengers feel more important and better cared for. VOCABULARY PT. 1 Match words from A and B to make common adjective and noun collocations from the video. A body - business-/ﬁrst exclusive - premium -‘no-frills’ - personal - priority - VIP B attention - boarding - class - features - ﬂight - language - service - treatment Write a collocation from Exercise 6A next to each meaning. 1 very high-quality service _____ 2 things only available to particular people _____ 3 higher standard of seats, food, etc. available on a train, aircraft, etc. _____ 4 given special care and respect _____ 5 getting on the plane earlier than other passengers _____ 6 giving an individual person special care _____ VOCABULARY PT. 2 Complete the sentences with the correct prepositions. 1 The passengers were getting anxious _____ long queues at check-in. 2 The airline apologized _____ passengers _____ the delay. 3 The cabin crew are available to oﬀer assistance _____ passengers. 4 I complained _____ the airline _____ the slow service. 5 The training session helped staﬀ feel conﬁdent _____ handling upset passengers. 6 We are not satisﬁed _____ the compensation we received for the delay. GRAMMAR PT. 1 Verb + to -inﬁnitive or –ing Choose the correct options in bold. In one case both options are possible. Call 1: 1 Do you have any mobile phone numbers you’d like to add / adding to your account? 2 Have you tried to switch oﬀ / switching oﬀ the wiﬁ router and to turn it on / turning it on again? 3 Can you tell me if the lights start to come on / coming on on the router? 4 They’ve started to come on / coming on. 5 I’m just trying to get / getting into my email. GRAMMAR PT. 2 Verb + to -inﬁnitive or –ing Choose the correct options in bold. In one case both options are possible. Call 2: 6 I want to query / querying my mobile phone bill. 7 I don’t remember to use / using the phone’s data. 8 We always recommend to contact / contacting customer services to check roaming charges. 9 I’ll certainly remember to look for / looking for a cheaper operator as soon as I can. GRAMMAR PT. 3 Look at the sentences in Call 1 & 2 and complete the information with to-inﬁnitive, -ing or both forms. 1 After the verbs would like and want only use _____. 2 After the verb recommend only use _____. 3 After the verbs remember, start and try use _____. Write these sentences in a diﬀ erent way by using to-inﬁ nitive or -ing. Does the meaning of the sentence change or not? 1 Did you remember sending the email? 2 They stopped to look at the new website design. 3 We continued to argue about the charges. 4 She went on to ask for a discount. LEAD IN There is a saying in business: ‘the customer is always right’. Work in pairs and discuss these situations. Is the customer right in each case? 1 A passenger boards an aeroplane wearing a hat with an oﬀensive slogan on it. Other passengers complain, and the cabin crew ask the passenger to remove the hat. The passenger refuses. 2 A man orders a meal in a restaurant. The food takes a long time to come, and when it ﬁnally arrives it is cold. The man complains to the waiter. 3 A woman goes into a shop to buy a blouse. The shop assistant oﬀers to help, but she says she is just looking. She tells him to leave her alone. Later she needs help from the assistant, but he is nowhere to be seen. The woman complains to the store manager. LEAD IN There is a saying in business: ‘the customer is always right’. discuss these situations. Is the customer right in each case? 1 A passenger boards an aeroplane wearing a hat with an oﬀensive slogan on it. Other passengers complain, and the cabin crew ask the passenger to remove the hat. The passenger refuses. 2 A man orders a meal in a restaurant. The food takes a long time to come, and when it ﬁnally arrives it is cold. The man complains to the waiter. 3 A woman goes into a shop to buy a blouse. The shop assistant oﬀers to help, but she says she is just looking. She tells him to leave her alone. Later she needs help from the assistant, but he is nowhere to be seen. The woman complains to the store manager. WATCHING FOR DETAIL Watch 7.3.1 as Daniel talks to Beata and then calls Mateo. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_07_CommunicationSkills_02_eR/index.html 1 What is the main issue they need to resolve? 2 What does Daniel think may be the reason for this? 3 What alternative reasons does Beata suggest? 4 Daniel says there are ‘one or two small things’ to discuss. How does Mateo respond? LISTENING PT. 1 A group of employees are attending a staﬀ training day on customer service. Listen to the manager introducing the session and answer the questions. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_07_BusinessSkills_02_eR/index.html 1 According to the manager, when do we have ideas? 2 What happens to most ideas? Why? 3 What does the manager want to do in this meeting? Why? 4 What must the group come up with? LISTENING PT. 2 Complete the text using the words below. Then listen again to check. Enough - generate - lose - share – ways So I want to hear your ideas about how we can _____ more ideas, and how we can _____ them with each other. But it’s not _____ just to have good ideas. What I want to do in this session is to brainstorm _____ we can capture those ideas to make sure we don’t _____ them. LISTENING PT. 3 Listen again. Tick the techniques which talk about ways to capture or record ideas. 1 brainstorm 2 use a notebook/smartphone 3 mind mapping 4 roleplay 5 visualization 6 play devil’s advocate LISTENING PT. 3 Match the beginnings (1–10) with the endings (a–j) to make sentences from the audio. 1 We think the ﬁrst thing we need to do is to a a word or phrase, and then simply writing down all the ideas that come from that phrase. 2 So we should brainstorm b make lists. 3 We suggest everyone needs to get into c we really think through the issues. 4 Another way is to use d the habit of carrying a small notebook. 5 The thing is, it’s got to be easy, e the recorders on our smartphones. 6 Our team would like to push the idea of f as many ideas as possible, and write them all down. 7 Basically, starting with g mind mapping. 8 So it’s a bit like h otherwise we won’t do it. 9 Our team came up with the idea i brainstorming, which the ﬁ rst group mentioned. 10 What we want to do is make sure that j of visualization. UNIT EIGHT COMMUNICATION (PART 1) UNIT LEARNING OUTCOMES Learners can use vocabulary related to oﬃce communication. Learners can use the ﬁrst and second conditional to talk about likely and unlikely situations. Learners are aware of ways to close a deal in a simple negotiation. Learners can use a range of expressions to set and discuss priorities. Learners can write a short business report. LEAD IN Choose the best ending for each sentence for you, or give your own answer. 1 Text messaging is: a convenient. b a time-waster. c an annoying interruption. d something I never use. 2 I receive … emails: a way too many b a manageable number of c very few d no My phone is: a one of my most important possessions. b useful, but I don’t use it very often. c an annoying interruption. d something I almost never use. LEAD IN: WATCHING FOR DETAILS PT. 1 You are going to watch 8.1.1 a programme about how a company improved communication in the oﬃce. Answer the questions. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_08_FaceToFace_02_eR/index.html 1 What types of communication do you think people in an oﬃce use frequently? 2 What kinds of problems with communication in an oﬃce do you think people might have? WATCHING FOR DETAILS PT. 2 Watch the video again and complete the notes. 1 the type of communication that is causing problems: 2 what employees were not allowed to do: 3 the type of communication employees must use in the oﬃce: 4 the employees’ feelings about the changes: 5 the two things Cary Cooper wants employees to balance: 6 the atmosphere in the oﬃce after the experiment: WATCHING FOR DETAILS PT. 3 Watch the video again and decide if these sentences are true (T) or false (F). Correct the incorrect sentences. 1 Mike Brogan feels that it’s important for his employees to work after hours. 2 One employee says he checks his email on holiday and at the weekends. 3 Cary Cooper doesn’t want the employees to use email at all – even with customers or people outside of the oﬃce. 4 Cooper says there is no connection between what happens at work and what happens at home. 5 Most of the employees couldn’t stop working after hours. 6 One result of the experiment was that the workers got to know their colleagues better. 7 The experiment was a success. VOCABULARY PT. 1 Complete the text using the words below. catch - check - internal - master - overloaded - reply - servant - technology I usually _____ my email ﬁrst thing in the morning, on my phone. But I don’t _____ to any messages before I’ve had breakfast. I properly _____ up on my emails when I arrive at the oﬃce, ﬁrst thing in the workday. I have customers all over the world, so a lot email arrives overnight. Those are usually manageable. But emails from my colleagues and from company management have often _____ me. These _____ emails are a real problem. Sometimes, people write three diﬀ erent emails, each with one question. Some people choose ‘reply all’ and I receive a copy of a message that is of no interest to me. _____ is great and makes a lot of useful communication possible. But sometimes I worry that I am the _____ of technology rather than the _____. And that’s a depressing thought. VOCABULARY PT. 2 Complete the questions with words from the previous exercise. Then work in pairs and answer them. 1 Do you more often _____ to messages immediately, or take some time before answering? 2 How often _____ do you your social media? 3 Do you consider yourself a _____ of technology, or its servant? Explain. 4 Do you have a special time when you _____ up on emails and other messages, or do you look at them as they come in? 5 Are you _____ by communication? LEAD IN Work in pairs or small groups. Do you agree with these statements? 1 People shouldn’t use social media in class or at the oﬃce. 2 Chatting with colleagues is a waste of time. 3 The most important communication in the workplace is formal communication. READING PT. 1 1 According to business blogger Tim Eisenhauer, if managers encourage more water-cooler chat (informal oﬃce conversation), their employees will become happier, more productive and more interested in their work. Scott Bedbury, who worked as Nike’s head of advertising, agrees. He said that the really useful conversations between colleagues generally took place at the vending machine, in the cafeteria or in the gardens outside the oﬃce. Bedbury says that a company’s internal communication needs to be both formal and informal to help build the relationships necessary for success. 2 Juriaan van Meel, author of The European Oﬃce, says that almost every oﬃce worker in both Sweden and Germany has a private oﬃce. Though open-plan oﬃces are intended to improve communication, research shows that the background noise often makes it diﬃcult for workers to concentrate – and to communicate. Sound expert Julian Treasure says that it’s impossible to understand two people when both of them are speaking. Oﬃce design expert Alexi Marmot believes that if companies provided a choice, productivity and happiness would increase. She says that people need both private space for concentrating and public space for open communication. 3 According to the South China Morning Post, the WeChat social media app, with 889 million monthly active users in China, is quickly replacing phone calls, emails and even business cards for professional communication in China. Though the app wasn’t designed as a business communication tool, every day, 87.7 percent of its users use it for work communication, while phone, fax and text message are used by only 59.5 percent, and email by only 22.6 percent. Many Chinese businesspeople now connect on WeChat instead of giving each other business cards. However, the convenience of the app may have a downside. Some users say that messages come in 24/7, and it’s rude not to reply, so they feel they’re always at work – a case of too much communication. READING PT. 2 Read the article again and answer the questions. 1 According to Allan Webster, what happens without good communication? 2 What increases workers’ productivity and happiness at work? 3 What eﬀect does the combination of formal and informal communication have? 4 According to the text, what’s the biggest problem with open-plan oﬃces? 5 What does Alexi Marmot recommend? 6 What form of business communication is the least used, according to the South China Morning Post? 7 What’s the biggest problem with using social media for business purposes? READING PT. 3 - GRAMMAR Read sentences 1 and 2 from the article. Then answer questions a–c about each one. 1 If managers encourage more water-cooler chat, their employees will become happier, more productive and more engaged with their work. a What tense is used in the if-clause? b What time is the result clause referring to: future or present? c Is the situation described in the sentence likely or unlikely? 2 If companies provided a choice, productivity and happiness would increase. a What tense is used in the if-clause? b Is the sentence referring to the past? c Is the situation described in the sentence deﬁnitely going to happen, or is it less probable? READING PT. 4 - GRAMMAR Complete the conditional sentences with the correct form of the verbs in brackets. 1 If you use social media for work, you _____ (be) connected 24/7. 2 We _____(not have) space for private oﬃces if we move to a smaller location. 3 If we give workers more breaks, they _____(spend) more time chatting. 4 We _____(have) better coﬀee breaks if we had a nice break room. 5 You would know your colleagues better if you _____(talk) to them more. 6 If the management stopped workers using social media, people _____(be) unhappy. 7 If we had our meetings in a café, they _____(feel) less formal. 8 If you _____(turn) oﬀ your phone at six o’clock every night, your kids would be happier! READING PT. 4 - GRAMMAR Complete the conditional sentences with the correct form of the verbs in brackets. 1 If you use social media for work, you _____ (be) connected 24/7. 2 We _____(not have) space for private oﬃces if we move to a smaller location. 3 If we give workers more breaks, they _____(spend) more time chatting. 4 We _____(have) better coﬀee breaks if we had a nice break room. 5 You would know your colleagues better if you _____(talk) to them more. 6 If the management stopped workers using social media, people _____(be) unhappy. 7 If we had our meetings in a café, they _____(feel) less formal. 8 If you _____(turn) oﬀ your phone at six o’clock every night, your kids would be happier! LEAD IN Experienced negotiators often talk about the importance of creating a ‘win–win’ situation in a business deal. This means that both sides end up with a good result. Work in pairs and discuss the questions. 1 Why is a ‘win–win’ situation a good thing for a long-term business relationship? 2 Why can a ‘win–lose’ situation be a bad thing? VIDEO: WATCHING FOR DETAILS Watch the video 8.3.1. Work in pairs and discuss the questions. https://eps.openclass.com/pulse-sa/api/item/476d8a9d-4c5b-4f24-9ef6-04f1e00a8d44/1/file/resources/activities/online/B PB1_08_CommunicationSkills_02_eR/index.html 1 Do Daniel and Beata feel they have a solution which Mateo will accept? 2 What does Daniel want Beata to focus on during the meeting? 3 What evidence is there that Mateo and Daniel have a good relationship? Do you think this relationship will help the discussion? 4 What is Daniel’s plan for the meeting? WATCHING FOR DETAILS PT. 2 Complete these extracts from the video using the words below. agreed - leaves - mean - return - sum - sums 1 So that just about _____ it up. 2 We’ve _____ on the delivery dates. 3 That only _____ the same point as before. 4 Does that _____ up the situation as you see it? 5 So what you _____ is that I don’t need to put the sensors into refrigerators? 6 In _____ we would need you to provide the power supply. REPORT Read the brief report and complete it with the words in the box. department - heads - issues - orders - policy - reasons - stock - systems - technology – updates Introduction There have been some problems recently due to poor communication so we need to have a new communication _____ for the company. This report looks at _____ for communication problems between departments and ﬁnally makes recommendations. Findings One of the key _____ is that warehouse staﬀ are unhappy with sales staﬀ who take _____ for goods which are out of stock. Last week we had a big order for fridge-freezers and there were none in the warehouse. It seems that the sales _____ had not checked _____ levels before accepting the order. The Sales Manager complained that no one had updated the stock records. Stock _____ ought to happen automatically but they do not. It seems that staﬀ expect the _____ to do everything and will not talk to each other. Recommendations It is therefore recommended that department managers monitor _____ more closely and make sure that any problems are reported immediately so everyone is aware of them. There should also be morning meetings for all department _____ to exchange information UNIT EIGHT COMMUNICATION (PART 2) GRAMMAR : FIRST AND SECOND CONDITIONAL GRAMMAR : FIRST AND SECOND CONDITIONAL GRAMMAR : FIRST AND SECOND CONDITIONAL FUNCTIONAL LANGUAGE Complete the dialogue using the words of phrases below leave – sums- sum up- return – understand A: so that just about …………………it up. We have agreed on the delivery dates. B: But that still…………..the question of a discount. We really need 10 percent. A: So what you mean is, you won’t give us this order if we can’t offer 10 percent? B: that’s right. FUNCTIONAL LANGUAGE A: As I……………… it, We’re still much cheaper than our main competitors. Our last offer is 8 percent. But if you increase your order to 10,000 pounds per month, then in……………….. We would be prepared to give your 10 percent. B: So, to …………………, you will give us a bigger discount. A: that’s correct. SPEAKING :COMMUNICATION PROBLEMS MATCH EACH COMMUNICATION PROBLEM WITH TWO POSSIBLE SOLUTIONS Communication problems Possible solutions A- Take the entire team (75 people) on an adventure holidays. 1- workers don’t know each other very well. There is B- Move to a building that’s three times bigger and give every employee a a strong sense of teamwork. private office. 2- The open-plan office is too noisy to make phone C- Encourage more informal communication. calls easily. D- Provide a few small, private rooms for employees to use when needed. E- Buy every employee a smartphone for work for work that they can turn off 3- We don’t have a place where workers naturally when they go home. meet for informal chat F- Create a small break area near the water cooler with a couple of sofas and comfortable chairs. 4- Employees complain that even when they are at G- Encourage employees not to respond to work texts and emails outside of the office hours. home, they feel they are at work because of the H- Buy the café next to the office building and turn it into a private break room. constant texts and emails on their smartphones.

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