'

Contents

•r.~~~~ · . · .i~.-:.·~
··.. -' • · ·.· ...... · ·· .-.:· .,..·~~~ ~'F'"!"!;~~ry.Y "'-~ , ~~'~t~~~~·
Commumcataon ·.;,
:.Uni~ · I·Gra~mar Focu~ strategi~r:?~~t~~~'.
· ·:: · ·· · ··
i Word . ::1
1 Tense overview pS Making and Developing Making a good
changing conversations p 10 impression p12
Connections Question forms p7
arrangements p9
p4-13
Structuring
presentations p 13

2 Modal overview Body language p18 Persuasion Pitching an idea

-obligation, techniques p20 p22
Transformation Structure a pitch
permission and
p14-23 p23
prohibition p 15
Future forms p 17

Review 1-2
p24-25

3 Present perfect and Discourse markers Reacting to news Crisis management

past simple p27 p28 p32 p34
What's up?
p26-35 Talking about
problems p30
Euphemisms p34

4 Countable and time and money Handling meetings Making decisions

uncountable nouns p38 p42 p44
A better world
p37
p36-45 Metaphors-
Articles overview money, water and
p40 happiness p39

Review 3-4
p46-47

5 Comparison and Generalizations p51 Being assertive p54 Weighing

contrast p49 alternatives p56
The human Expressions with
factor time p53
p48-57

II
 Unit c

-
,l~ I Word Focus
~
l,,;~~;'~:~cation .I"!'!!<!•a~ion:, • -~

6 Past simple and Truth and lies p60 Compliments and Breaches of trust
past perfect p59 responses p64 p66
Nothing but Connotations p62
the truth?
Phrasal verbs with
p58-67 turn p67

Review S-6
p68-69
!---

L7 I Mixed
p71
conditionals r Connectors p73 { Negotiating P76
!
Problem solving
r)JP._
Finding fixes
p70-79

8 Passives overview TV programmes Clarifying p86 Dealing with a

p81 p84 problem p88
Breaking
new s Asking questions Evolving English
p80-89 p83 p85

Review 7-8
p90-91
t---
9 Making predictions Compound nouns Indirectness p98 Monitoring at work
p92 p95 p100
Security and
privacy Modal perfect p94 The law p96
p92- 101 Easily confused
words and
expressions p 100

10 Verb patterns p 103 Extreme adjectives Motivation p 108 Managing change

p 104 p110
Flexible Adverb usage p 105
thinking Describing
p 102-111 characteristics p 106
Linking p 106
Idioms connected
to change p 11 0

Review 9- 10
p112-113

Information files p 114-135 Audio scripts p 136-155 Grammar reference p156-176

II
 ,
"" Tense overview

1
Question forms
Emails
1:1 Communication strategies Developing conversations
0 Interaction Making a good impression

'
.,1

Tense overview
Reading: First impressions El Find an example of each of the following
0 Discuss these questions.
in the article.

1 Some psychologists say that it takes people 20 seconds to the present simple
form a first impression. Do you agree? How long does it take you? 2 the past simple
2 People who have to speak in front of an audience generally 3 the p resent perfect
try to make a good first impression. How do they do it?
4 the past perfect
fJ Read the magazine article below. Do you agree with 5 a fut ure form
what the author says about presentatio ns? Why?/Why not?

Looking for maximum impact

As the saying goes, you never get a second
chance to make a first impression.
Have you ever wondered why first impressions are so important?
According to communication experts, their importance can be explained
by the fact that people not on ly hold on to them, but also seek to reinforce
them. In other words, when you make a great first impression, people
keep looking for the good points in you . On the other hand, if you mess
up, you have to work really hard afterwards to project a positive image.
A few years ago, I attended an international conference and was struck
by how most presenters started their talk. All of them had already been
introduced; most of them had a slide behind them with the title of t heir
talk, their name and affiliation. Everyone in the audience had received a
programme with the same information and an abstract of the talk. Yet,
how did the talk start? 'Good afternoon. My name is John Smith and I work for Waits Academy. My presentation today
is about ... ' How could you be more uninspiring?
No wonder that the workshop I remember best is the one where the presenter adopted a radically different approach.
Her very first words were: 'Where do people learn languages?' Complete silence in the audience. After a few seconds,
she then repl ied: 'Between their ears.' She had us. We all thought it was a brilliant opener, we all expected the ta lk to
get even better, and it did.
So, next time you're going to give a presentation, make an important phone call or write an email, ask yourself these
two questions: 'How am I going to command attention? How am I going to enter the other person's world?'

II
 m

Grammar: Tense overview

il Look at the tenses used in the sentences in exercise 6. Then write
1-7 in the appropriate spaces in the table below.

Present Past will future

Simple

Continuous

Perfect

Perfect
continuous

>> For more informat ion on the English tense system,

see pag es 156- 162.

[J Match these sentence halves. Then complet e the table in exercise 7

Listening: Getting it ri g ht by writing a-e in the appropriate spaces.

a Read these quotes. How do they relate to

first impressions?
a By the end of this year,
b I was exhausted on Tuesday
well before the deadline.
because I'd been entertaining guests ti112 a.m.
c I've been working all morning , but I still have a lot to do.
@ 'Luck is what happens when
preparat-ion m eets opportunity.' d This time next week, I'll be we'll have been going out for three years.
(Seneca)
e We'll have finished everything heading for Singapore.
@ 'It's always the badly dressed people
0 Explain the use of the different tenses in these pairs of sentences.
who are the most interesting.'
(J ean-Paul Gaultier) 1 a We work for a Canadian NGO .

[£) 'I don't like that man. I must get b We are working on an educational exchange programme.
to know him better.' 2 a What d id you do when the head nurse came in?
(Abraham Lincoln)
b What were you doing when the head nurse came in?
EJ >~ 1.1 Listen to three people t alking about 3 a When the visitors arrived, they were redecorating the office.
first impressions. Match t he quotes in exercise 4
b When the visitors arrived, they had redecorated the office.
to the conversations.
1 Vladimir Quote _ _ 4 a She's g iven some lectures on Brazilian culture.

2 Rick Quot e _ _ b She gave some lectures on Brazilian culture.

3 Liliana Quot e _ _ 5 a I've been filling in forms all day.
b I've filled in my visa application form.
rJ >» Listen again and complete the sentences.
Conversation 1
Speaking: What makes you tick?
When you first her?
2 She biochemistry. (m What is most important for you about someone you meet for the
3 I already her once without first time? Add your own ideas to t he list. Then work in pairs and agree
being aware of it. on the three most important points.
• They have a firm handshake.
Conversation 2
• They tell you a lot about themselves.
4 you ____ what it to
really know someone? •
5 I always _ _ __ in that idea.

Conversation 3
6 But competition _ _____ _ _ fierce, no How can companies make a good impression when emailing a
potent ial cust omer?
doubt about that.
7 I _ _ __ ____ How To Make A Positive And when phoning a business contact for the first time?
First Impression.

II
 Question forms
Listening: Speed is the word
0 Discuss these questions.
1 How can people make new business contacts?
2 What questions would you ask when meeting a potential business contact for the first time?

fJ What do you understand by 'speed business networking'? Look at the text and see if you are right.
Do you think it can work?

Looking extremely graceful in her smart two-piece suit. Louise Delville is c a sually holding a
drink in one hand and a list of names in the other. She is listening intently to a man who is
talking to her w ith genuine enthusiasm .They frequently exchange warm smiles.
You'd be forgiven for be lieving that these two a re at an orrlinary party. But after a few minutes,
a gong sounds and each moves to a d ifferent partner. 'Ah,' you think, 'speed-dating!'
You are not far from the truth. although Louise is not looking for someone romantically
compatible. She has just received an MBA from a p restigious business school. and her
ambition is to become a business development m anager.
This evening. together w ith dozens of other graduates and as many executives. she is
attending a speed-networking event .The aim of this particular event is to enable young
graduates a nd business execut ives alike to establish valuable connec tions.

EJ Look at the text again and make questions for these r:J >» Listen again and complete the interviewer's questions.
answers.
1 ask you a couple of questions?
1 A smart two-piece suit. 2 How _ _ __ ___ _ work?
2 A list of names.
3 _ ___ you ____ job seekers and employers, for
3 Just a few minutes. instance?
4 No, it isn't. 4 ____ ____ people attend such events, by the
5 She'd like to become a business development manager. way?
6 Because they hope to make useful professional 5 people ____ to walk around and mingle in
connections. any way they like?
6 How long _ __ _ they to one another?
0 Write three questions about speed networking - things
7 during those six minutes?
you'd really like to know about it. Then work in pairs and
compare your questions. 8 effective?

0 >» 1.2 Listen to a radio programme about speed fJ Do you agree with the woman's assessment of how
networking. Which of your questions, if any, does it address? effective speed-networking events are? Why/Why not?

l
I
 m
Grammar: Question f orms
D Put the questions in exercise 6 into two groups and complete the sentence below.
yes I no questions wh- questions
Questions number Questions number
_ _ _ _ _ _ _ __ _ and _ _ _ _ 2_ _ _ _ _ _ __ _ _ _ _ and _ _ __

The usual word order in yes I no questions is: auxiliary before The usual word order in wh- questions is: question word
subiect. + auxiliary+ subject.
\he auxiliary can be any form of be, have or do, or a modal Question words are how, why, when, who, whose, which,
like can, will, should, etc. what and where.

When a question word is the subject of a question, we do not use do does did:
see for example questions 4 and 7 in exercise 6.

» For more information on question forms, see pages 162-163.

fJ Make questions from the groups of words in the box.

Then match the questions to B's answers in the
conversation below.

a yourself five time see do years' where you in Speaking: Question t ime
b hope what achieve you do to IIi] Work in pairs. Your task is to ask your partner
c this you career influenced choose what to questions until their reply consists exactly of the short
d with up going anyone to you are follow sentence on your card.
e from you graduate did where
f in are business of what you line Sentence on A's card: ( No, never. )
g changed a college how person you has as A: Are you sometimes late for work?
h been Bonn how you in working have long 8: Well, yes, but not very often.
A: Do you ever have breakfast in bed?
A: ? B: Only when I'm ill.
8: I'm in property investment. A: Have you ever been to Korea?
2 A: ? 8: No, never.
B: Well, my favourite aunt was an estate agent. I used to
help her in the summer.
Student A: Turn to File 1, page 114.
3 A: ?
Student B: Turn to File 63, p age 126.
B: Since I graduated in 2004.
4 A: ?
m Work in pairs. Take turns to ask (and answer) as many
questions as you can to get to know each other better.
B: The Munich Business College. You have three minutes altogether.
5 A: ? Find out which pair has asked the most questions.
B: It's showed me the value of teamwork, and it's made
me more goal-driven. Writing: An eva luation questionnaire
6 A: ___________________?
B: I'd like to set up my own international real estate agency.
m Work in pairs. You have just organized a speed-
networking event for young graduates and employers.
7 A: __________________________________? In order to continue to ensure quality, you want some
8: Well, I want to make valuable business connections. written feedback from the participants on specific aspects
8 A: ____________________________? of the event. Agree together on six key questions.

8: Sure! I'm having lunch with a realtor from California

on Thu rsday.

Some big companies, such as Deloitte, organize speed-networking events for their own members of
staff from different departments. What do you think of the idea?

a
 Emails
Reading: Email ing dos and don't s
0 Discuss these questio ns.

1 How many emails do you receive every day? How many do you send?
2 What kind of emails do you f ind difficult to deal with? Why?
3 What can sometimes be difficult about writing emails in English?

fJ Complete the emailing guid elines with the words in the box.
asterisks attachment s copy in details locate paragraphs
person al proofread relationship subject line

EMAILING TIPS
Think carefully <md creatively about your _ _ __ Do not use CAPITAL LETTERS - it is like shouting;
It should capture the reader's a ttention and state the you can usc to make a point *stronger* if
purpose of the email clearly. bold, ita lics and underli11ing don 't come out d early
in your cma ils.
Focus on one s ub ject per email , so that the reader can
____ the message easily and deal with it appropria tely. Use relatively short sentences. usc and.
vvhenever appropriate. usc headin gs and bulleL points.
Alwetys double-check that you are sending the message to
the right person. and any relevant ind ividuals. You can include a 'signa ture' (i.e. your contact _ __
like on a business card) . but keep it short and up-to-date.
Remember tha t emails, just like letters. can be formal or
inl(Jrmal: the style used depends on the writer/ reader Be carefu l with : if you have to send a large one.
you might want to tell the recipient in adva nce.
Use fancy fonts. co lours and cmolicons ('smllcys') in Always your email::; and use ~ pell-check and
_ ___ emetils only. grammar check before sendi ng them off.

B Work in pairs. Discuss these questions.

Are the guidelines in exercise 2 valid in your country and in your company?
2 Which guideline would you say is the most useful? W hy?
3 What other guidelines can you add to the list?

IJ Read the email. Decid e which three guidelines the writer did not follow. Then suggest improvements.

To: Edina Haver

From: Julian Peresti
Subject: Warm greetings

Dear Edina
It was great to meet you at the Debrecen Trade Fair earlier this month, and we are
delighted t hat you have accepted our invitation to attend our annual conference in March.
Please note that WE HAVE HAD TO RESCHEDULE THI S EVENT FOR TUESDAY, 23 MARCH,
INSTEAD OF WEDNESDAY 24.
Could you please confirm that you will be able to at tend?
Sorry for any i nconvenience .
We look forward to seei ng you again.
With bets wishes,
Julian
Julian Peresti,
PR Manager,
Stedex International

II
EJ Test your knowledge of formal and informal email opening and closing expressions.
Student A: Turn to File 2, page 114. Student B: Turn to File 70, page 128.
••
f:J Read Edina's reply to Julian's email in exercise 4. Underline the most appropriate option each time.
rJnr
1
Dear Sir, I Hiya buddy! I Dear Julian,
2 Thank you for your email of the 12th inst. I Thank you for your email. I Thanks for dropping
me a line.
J I'm sorry to hear that the conference has been rescheduled. I What a shame you've changed
the date of the conference. I It is with profound regret that I hear your conference has been
brought forward to 23rd March.
4 Because of previous arrangements between 9 and 11 a.m. on the 23rd, I'm afraid I won 't be
able to come. I Owing to prior engagements between 9 and 11 a.m. on the 23rd, I am afraid
I will not be in a position to participate. I I've got zillions of t hings to do in t he morning, so
there's no way I could be there.
5 Nevertheless, being free after 11 o'clock, I might be able to be t here early afternoon. I But
I've got nothing to do after 11, so I could just make a dash for it. I However, I'm free after
11, so I could be there for t he afternoon.
6 By the way, OK if I'm there just for the afternoon? I Please let me know if it's all right to
attend only t he afternoon sessions. I I would be grateful if you could inform me whether it is
convenient to attend only the afternoon sessions.
7 Looking forward to hearing from you soon . I Write soon . I I look forward
to receiving your reply in due course .
8 Bye bye, I Best wishes, I Sincerely,

Edina

Word focus: Making and changing

arrangements Speaking: St yle in emails
fJ Complete these extracts from emails with the words and ~~ Consider the three different registers in exercise 6
phrases in the box.
and discuss these questions.

available come up do good got something on 1 If you used the most formal expressions in an email
instead postpone suits tied up work to someone you know well, what would they th ink?
2 If you used the most informal expressions in an email
We've got an appointment for 9:30, Monday 25th, but I'm t o someone you hardly know at all, what would they
afraid something's . Could we fix another time? think?

2 Sorry, I can't make Thursday or Friday. How about earlier in

the week? Does Tuesday for you?
fJ Work in pairs. You both have half the sentences of
an email, but all jumbled up. Your t ask is t o reconstruct
3 I suggest we meet next week. What's a day for the email. You mustn't write anything or show each
you? other your sentences.
4 Would it be possible to our meeting? Student A: Turn to File 3, page 114. Student B: Turn to
5 Wednesday is fine for me. What time you? File 68, page 127.

6 I'm afraid I can't

that morning.
10:30 on Monday. I've _ _ __ 1m Work in pairs or in small groups. Think of three
ways in which you could use email to improve your
7 I'm _ _ _ all day on Friday, I'm afraid . How about next writing skills and further develop your English.
Monday 7
Compare with anot her group and come to a decision
8 Could you please let me know if you'd be for a on the best four ways.
conference call next Tuesday from 10:00 to 11 :30?

Which emailing tips do p eople most often fai l to follow? How does that make you feel?

II
 . . .. ...,
"} . ' . ~ - ~ .
1 Communication strategies X<Develogim·g
Listening: It's good to talk
0 Discuss these questions.
1 What are the most usual small talk topics in your culture and which ones are best avoided?
2 Thin k about people you enjoy chatting with. What personal qualities do they have?
3 What makes a conversation successful and enjoyable?

fJ >» 1.3 Listen to six conversation extracts. How does the second speaker sound each t ime?
EJ >» 1.4 Listen t o the questions from the same conversations (1-6) and mat ch them to
responses (a-f).
0 In normal
conversation,
minimal answers
are often taken as a
a Yes, of course. Ben and I go back at least ten yea rs. 3 sign of indifference,

4
lack of interest,
b They're really nice. I just feel as if we've been working together for years.
or even rudeness.
6
c Not very. About 20 minutes in the morning. A bit longer in the evening, but it depends on the traffic. Adding a simple

d No. I really want to see a b it more of my family. 5 comment would help

the conversation to
e Great idea. So we can catch up with all our news! 2 develop.

f Fine, thank you. O ur new project is rea lly interesting, I find . 1

CJ Work in pairs. Ask each other the questions from the conversations (use the audio script on page 137 to help you).
Give your own answers, adding a comment each time.

0 Sometimes, a person can feel excluded from a conversation. W hy does this happen?
What can be done about it?

0 >» 1.5 Listen t o three extracts from conversations. Which strategy from the table below does
the third person use in each case?
B _ __ A_ __
Conversation 1: _ Conversation 2: _ Conversation 3: _ _C__

a express an opinion

1111 11111111 1111

fJ Work in pairs. A is having different conversations with B.
What could C say to join t he conversation? Use one of the Speaking: Count me in !
strategies in exercise 6.
A: Ponte Vecchio is one of the best Italian restaurants in town.
m Work in pairs. St udent A chooses a
conversatio n starter; B answers; A comments
B: Yeah. We had dinner there last Saturday. Fabulous!
( : __________________________________
MM I MUST CHECK IT OUT SOMETIME. __
and/ or asks a follow-up quest ion.
WHEREABOUTS IS IT? Change roles: B chooses another conversation
2 A: I thought the match was terrific.
starter, etc.
B: Kerad's second goal was a thing of beauty.
(; ______________________________ __
YEAH.ALL OF THE SECOND HALF WAS QUITE
EXCITING.
A: What line of business are you in?
8: I'm in the pharmaceutical industry.
3 A: Simon's been on sick leave for more than a month.
A: Oh, really. What's your company called?
B: And no one knows when he'll be back.
( : ____________________________________
POOR MAN. IT MUST BE SOMETHING SERIOUS.
4 A: I'm a tax inspector. Conversation starters
B: Mm. That can't be an easy job. What line of business are you in?
(: ________________________________
IS THERE A LOT OF TAX EVASION THESE__
DAY? Thank goodness it's Friday!
5 A: This weather seems to be driving everyone mad. Have you se en the headlines today?
B: It does, doesn't it. Absolutely dreadful. So your company headquarters are now in
C: __________________________________
LET`S HOPE THE RAIN LETS UP SOON. __ Zurich.
6 A: The guys in Accounts are looking exhausted. How many people does your company
employ?
B: They're all overworked, that's the problem.
(: __________________________________ __
YOU ARE RIGHT.YOU CAN TALL WE ARE NEAR THE
I hope we can make it to the quarte r finals.
END OF THE FINANCIAL YEAR. Business travel is such a pain.
I] >)) 1.6 Listen and compare C's responses to t he ones you Pamela has changed her hairdo again.
thought of in exercise 7.

m Write four statements I quest ions that

you could use as conversation starters.
Then work in new pairs and have more mini-
conversations like t he o nes in exercise 11.

m Work in groups of t hree (A, B and C).

Roleplay three conversations on these
topics:
• Topic 1: The retirement age should be
lowered, not raised.
• Topic 2: It's the individual's job - not the
fJ How can an active participant in a conversation encourage a State's - to put money aside in case they
fall ill.
quieter one to take part? What exactly could t hey say?
• Topic 3: Worki ng from home has more
ll!J >)) 1.7 Listen to t hese conversations. Complete t he q uestions d isadvantages than advantages.
that are used to involve the quieter person.
Student A: Turn to File 4, page 114.
Conversation 1
Student B: Turn to File 69, page 127.
B: ... I'd say they're just completely incompetent .... What Student C: Turn t o File 76, page 129.
DO ___________
YOU THINK, Connie?
C: Well, I think those guys are q uite good, actually.

Conversation 2
B: ... I doubt it will save us a lot of money. Have you got a
VIEW ------ ON____ THAT, Carol?
C: Erm ... I think you're right, Bill. Besides, it will have a bad effect
on morale.

Conversation 3
B: Erm ... You've been to Vietnam, haven't you, Stanley? What did
you _THINK
__ OF IT ?
C: Well, I was there on holiday .. .

Ill II 11111111
1 ~ Interaction Making a good impression

Tense overview page 5 + Grammar reference pages 156-162

Q uestion forms page 7 + Grammar reference pages 162-163
Develop ing conversat ions page 10

Reading: It's not j ust what you say

D Discuss these questions.
1 Think of a presentation, a talk, a lecture or a
workshop that you really enjoyed. Apart from the
content, what exactly was it that you liked about it?
2 What are the keys to a successful presentation?
Make a list of useful tips.

fJ Read the article. Are any of your tips mentioned?

According to Albert Mehrabian (Professor
Emeritus of Psychology, UCLA), when we
communicate feelings and attitudes, what
makes people believe we 're telling the truth
depends mostly on our body language (55%)
and our ton e of voice (38%), while our words
account for only 7%.
Although business and academic
presentations are not just about feelings and EJ Work in groups of four. Ask and answer questions about
attitudes, Mehrabian's findings are well worth the article.
bearing in mind. A key idea is that the verbal
Students A 1 and A2: Turn to File 5, page 114.
(the words we use; the cont ent) and the non-
Students 81 and 82: Read the information below.
verbal (our tone of voice and body language)
need to be in harmony, to support each other.

Good presenters, of course, know their Part 1

subject matter and are well prepared, but Work together. Put these words and phrases in the
they are a lso aware of how their non-verbal correct order to make questions.
communication affects their audience.
You both need to write down all three questions.
For example, they know their voice is an
instrument, so they turn the volume up or
1 M ehrabian's the is of key idea what theory ?
down, raise or lower the pitch, sp eed up or
slow down as appropriate. WHAT IS THE KEY IDEA OF MEHRABIAN`S THEORY?
2 consist does communication what
As regards body language, good presenters
non-verbal of ?
generally have four or five items on their
checklist: appearance, posture, gestures, facial WHAT DOES NON-VERBAL COMMUNICATION CONSIST OF?
expressions and eye contact. They know that 3 do can contact what eye about presenters ?
appearance matters, so they dress up or down
WHAT CAN PRESENTERS DO ABOUT EYE CONTACT?
depending on the context; they stand their full Part 2
height and avoid moving from side to side or
Use the article to work out the answers to questions 1-3
swaying; they control their gestures and facial
together. Make sure you remember the answers as you
expressions, using them to emphasize a point. need them for Part 3.
They are also aware of the i.mportan.G~ of eye
contact. When talking to large groups, they Part 3
often choose about ten friendly-lookin g people Each one of you now works with a partner from the
in differe nt sect ions of the room and regularly other pair. Answer the questions your partner asks you .
make eye contact with them.
Then ask your questions. Help or correct your partner
whenever necessary.
Word focus: Structuring presentations Speaking: Planning a
presentation
0 >» 1.8 Listen t o t he openings of four different presentations. How positive a
first impression do t hey create? Rate them from 1 (=least positive) to 5 (=most
positive). Compare your answers and t ell each other w hich criteria you used.
IJ Work in pairs. Choose o ne topic
each and help each other prepare a
p resentatio n outline.
3
4 5 2 3
• My city
2 4
3 2 3 4 • Smoking

• Why we all need a pet

EJ Complete the opening expressions in the table. • How to make friends and be
popular
Openings:
• How to prepare for an exam
Telling an anecdote A funny th ing 1_ HAPPEND TO
_ _ _ _ __
_ ME__
_ _ a few
• My company
weeks ago. I was . ..
• Commuting made easy
Using a quote I THINK
____ __IT__ _ __ _ was Jim Rohn,
• Working abroad: some advice
the great American entrepreneur, who said:
'Effective communication is 20% what you know • How to be a great colleague
and 80% how you feel about what you know.'
• How to achieve a work-life balance
Asking a question I -DID-- YOU-- KNOW- - -- t hat one of the
Mentioning a surprising fact most frequent employee complaints in large
organizations is: 'We're kept in the dark'? 1 Think of an opening that will make an
impact.
2 Briefly introduce your topic.
f:J >» 1.9 Listen to the f ourth presenter for a little bit longer this t ime and
complete the table. 3 Outline your talk (three parts). You do
not need to provide the content.

Introducing This morning, l'd 4_ LIKE

_ _ _TO
__OUTLINE
__ ____ a · 4 Think of a strong conclusion.
the topic: programme which ... 5 Think about your tone of voice and
As you know, I'm here today to talk about ... body language as well as what you say!

Outlining your I have divided my talk into t hree main parts. l7J Work in small groups. Take it in turns
talk: t o present your o utline t o the g roup.
I'll begin with a brief overview of ... I Firstly, I'll give you .. .
Then I'll 5 MOVE ON TO the consequences
of ... I Secondly, I'll d iscuss ...
And 6
AFTER THAT , we'll look at ways in which ... I
And, finally, I'll tell you about ...

Concluding: Let me sum up. I To sum up then, . ..

To summarize the main points of my talk, . . .
I'd like to conclude by reminding you of .. .

D >» 1.10 Listen to parts of a talk on Tai Chi and complete t he script.
Student A: Turn to File 7, page 115. Student B: Turn to File 75, page 129.
 Modal overview
Future forms
Effective speaking
1:) Communication strategies Persuasion techniques
0 Interaction Pitching an idea

Modal overview
Reading: Change for the better
0 What inspires people t o make changes in their lives? Do you
think people should encourage friends to make changes t hat
would make them healthier, wealthier or happier?

fJ Can you think of ways to encourage people to do these things?

1 save for retirement
that we really should recycle, save for our
2 use stairs rather than take the escalator or elevator
and so on. The trouble is we don't always do what's
Read the newspaper article and see if it mentions your ideas. best. And, often , people don 't want lots of
them that they have to do the right thing. vvlutu''"~
EJ The article mentions two ways of helping people to make we need 1a· nudge in the right direction to help us
better choices. How are they similar and how are t hey different?
make the better ch oice.
Which do you t hink is more effective, and w hy?
One solution is to high light the best alternative, so irs
D What do you think the expressions in italics in t he text mean? easier to select. For example, some organizations in
0 Work in pairs. Discuss these questions.
the US think that their staff ough t to save more mollel
for when they retire. Th ey have altered their pension
1 Do you think that it's reasonable to have laws to make people schem es so employees are now enrolled
recycle and save for their retirement? What should the rules and A percentage of staff salary is put aside for retiremeni
penalties be?
and when they get a pay increase, their contributions
2 Why is it difficult to break habits? If a friend asked your help to ge t adjusted accordingly. Employees don't have to
do the following, what would you advise? part in the scheme - they can opr out if they choose
stop smoking lose weight save money for a holiday ro save- but the default option is 'in:
Another approach is to make the better choice more
fun. At the Odenplan m etro station in Stockholm,
they've converted steps into a giant piano keyboard
that plays musical n otes when anyone treads on it.
an unusual way to get p e ople to take more exercise,
but 66% more people now climb the station stairs
instead of taking th e escalator.
It's a clever idea, but it can be 2hard to break bad
habits. Once 3the novelty wears off, will people '1revert
to their old ways and take the escalator?

II
 . m
• ....
l

. -~-
" -
.wiF
Biiiiii.. ;-
~-
......
_
(!
...:

---------

Grammar: Mod al overview- obligation, ll Complete t he draft guidelines using verbs of

perm ission and prohi b ition obligation, perm ission or prohibition. M ore than one
answer may be possible.
EJ Look at the examples in t he t able below. Which verb in
bold expresses the following? rrr
a strong obligation 1 __ 2 __
3 __ 4_ _ Janis
b obligation
5 __ 6_ _ What do you think of th ese ideas for our facility
c no obligation/necessity
guidelines? We can discuss t omorrow.
d permission to do something 7_ _ 8_ _ 9 __
Regards
e prohibition 10 _ _ 11 _ _ 12 _ _
Ian

Obligation HAVE / NEED

Visitors don't 1 to w ear protective
Some organizations think that staff ought to save more clothing in the receptio n area, but t hey 2_MUST/HAVE
_ __ TO
money. w ear a safety suit in the main p lant
Employees don't have to t ake part in the scheme.
Chemical monitors are available; they are not
We really should recycle. essential, but visitors 3 wear one if t hey
They have to do the right thing. intend t o stay in the plant for longer than t wo
We must remember to renew our visa. hours. SHOULD / OUGHT TO
Passengers don't need to buy a ticket because they can ARE ALLOWED
4
Visitors to eat in the canteen if
pay on the train. accompanied by a member of st aff, and they
Permission I Prohibition MAY 5/ CAN also use the coin -operated drinks
machines.
The media are allowed to take photographs during the NOT ALLOWED
press conference. For safety reasons, visitors are 6 to
smoke anywhere in the facility, including outside
Staff aren't allowed to use the telephone to make areas. They also 7 to refrain from bring ing
personal calls. food into the fac ility. HAVE/OUGHT TO
They can opt out if they choose not to save.
Some doors in the plant are m arked with a red
You can't park outside this building without a permit.
cross. Visitors 8 enter these areas
You mustn't talk during the presentation. w ithout the director's permission. CAN NOT/MUST NOT/
You may turn over your exam papers now. ARE NOT ALLOWED
A ll ident ity b adges 9 be handed in to
» For more information on obligation, permission and reception before visitors leave the building.
prohibition, see pages 165- 166.
MUST / HAVE TO/ SHOULD

fJ Choose the best option to complete the sentences.

1 As soon as the training course is finished, you must I can I 0 Prepare a set of g uidelines for your place of work or
should all go home early. CAN study, or another b uilding t hat you know well.
2 Do we have I should I ought to put the cardboard and
paper in separate recycling bins? HAVE
3 Students don't need to I aren't allowed to I don't have to
ARE
look at the questions before the exam NOT ALLOWED TO
begins. Speaking: M aking im provem e nts
4 I really don't need to I can't I must finish the financial report 1m Work in p airs or small groups. Look at the scenarios
today or the directors will be furious.
MUST in File 12, page 11 6. Choose three of t he scenarios and
5 She mustn't I doesn't need to I isn't allowed to buy a discuss improvements t hat mig ht help t he sit uations.
DOESlaptop.
NOT NEED TO
computer because she can use a company
6 Before opening a Premier savings account, customers
m Choose o ne of t he scenarios you d iscussed and
present your ideas t o t he class.
should I can I may provide three separat e proofs of identity.
SHOULD

What habits annoy you? What could you do to encourage people to give them up?
What good habits wou ld you like to have?
 Future forms
Reading: Motivators
0 You have a friend who has taken the same professional examination three times and failed.
Read the two quotes. Which do you think would be most suitable for your friend?
-
OJ 'lfatfirst you don't succeed,
(I] 'If at first you don't succeed, try, try again. Then q~t.
try, try, again.' There's no point in being a damn fool about it.'

fJ Think of something you need to do next week at home or at work. How will you motivate yourself t o get
it done? How will you feel after you have achieved your goal? How will you feel if you do not achieve it?

EJ Complete the quiz below about motivators. What are you more likely t o do in each situation, a or b?

Motivators
1 You are offered an important new project. What is your first reaction?
a Worry what will happen if il goes wrong.
b Wonder what recognition you 'll get when you s ucceed.
2 You're taking part in a race. While you train, you .. .
a feel guilty a bout Lhe desse t-t yo u had at lunch , and spend exlra time in the gym.
b imagine h ow greal it will feel to be the first to cross lhe winning line.
3 You're h alfw·ay through a building project at home. What are you going to do
this weekend?
a Keep working. You mighl not meet your deadline if you don't continue.
b Go out and celebrate progress. You deserve lo relax and enjoy yourself.
4 When a task becomes diffic ult, what is more like ly to make you carry on?
a Thinking about what people will say if you don't m eet t he objective.
b Planning a reward for yourself when Lhe work is finished.

B Check the analysis in File 16, page 117. Do you agree with the ideas? W hat other factors can motivate people?

Listening: Motivati on tech niques

0 >» 1.11 Listen to Doug Lambert speaking to his mentor about a new project and answer the questions.
What usually motivates Doug- the challenge or the reward?
2 Does Doug's mentor suggest that he shouldn't take on the new project?
3 What does Doug intend to ask his manager?

r:J >» Listen again and complete the t able.

Types of motivation: 1 motivation comes from inside the person and may involve setting
goals or personal targets
2_ _ _ motivation comes from outside the person and may involve a reward
or penalty

Motivation techniques: 3

4
5

6
What can have a negative 7
impact on motivation?

m
 m
fJ Which of the motivation techniques in exercise 6 would be most
effective for you? Which do you think is most effective in g eneral?
Speaking: Comparing solutions
I'll >» 1.12 Listen to five people speaking about unusual motivation
methods. Answer the questions. m Work in pairs. What could these
companies do to improve staff m otivation?
1 Which motivation techniques from exercise 6 do they use?
2 Do you think that the technique each speaker chooses will work
for them? Problem 1

Dynamo Software
Grammar: Future forms
The software designers are
a >»Listen to the five conversations again and complete
the sentences.
unhappy. They have interesting
ideas for new software but are
unable to develop them because
Future form Example they spend all their time working
1 Present simple The race _TAKES WEEKEND
_ _ place this _ _ __ o n routine projects. Many of the

2 will HE WILL LOSE

He reckons ____ ___ _ more than ten
employees are bored and frustrated
by the situation and key staff are
kilos.
talking about leaving.
3 going to ARE -
My parents ____ GOING TO- TRAVEL
-- - -- -
- - - around China.
ARE SAILING
We _ _ _ ____ to Stavanger in ten
4 Present
continuous days' time. Problem 2
WILL
_ _HAVE
_ _ _FINISHED
_ _ _ _ it by July.
5 Future perfect Kingsmead Broadband

» For more information on future forms, see pages 161-1 62. There has been a very high turnover
of staff in the call centre. Employees
work an eight-hour shift with a
II!l Match the sentences in the table above to these functions. half-hour break. Call centre workers
a plans and intentions 3 use a script (a written list of what to
b predictions 2 say) to deal with cust omers' internet

4
c arrangements problems. Customer satisfaction

d actions completed at a point in the future 5

with the call centre is low and as a
result callers are often unhappy and
e scheduled or timetabled events in the near fut ure 1 can become aggressive.

m Complete the sentences with t he most appropriate future form.

1 According to the timetable, the last t rain LEAVES (leave) at

midnight.
WILL HAVE WORKED
2 By next March I (work) here for eight years.
m Imagine that you are the managing
director of one of these companies. Present
WILL NOT BE (not be) on time for the
3 He's always late. I bet he your ideas to staff to say w hat you intend to
do to improve t he situation.
WILL NOT HAVE HAD
meeting this afternoon.
4 You want it by Friday? l'rn afraid we
delivery by then.
(not have) a m Read about ways in which some
ARE NOT MEETING companies tackled similar problems. Discuss
5 They (not meet) the president until Thursday the advant ages and disadvantages of each
morning. solution. Turn t o File 14 on p age 116.
6 Some experts believe that the price of gas and electricity
WILL
_ _RISE_ _ _ (rise) in the autumn.
WILL HAVE COMPLETED
7 Is the designer confident that she _ _ _ __ _ (complete) the
brochure before the launch date?
8 Have you had any thoughts about next year and what shares you
_ _ _ __ (invest) in?
ARE GOING TO INVEST

Is there a particular day of the week or time of day when you find it hard to get motivated?
What do you do to help you stay focused during these times?

m
 Effective speaKing
Word focus: Body language
0 Look at the photos and describe what each person is
doing. Which poses make you think the person is confident or
unconfident? Why?

fJ Body language generally consists of facial expressions and

physical gestures. Put the words in the box in the correct category
below. Can you find examples of these in the pictures? Add two
more words or phrases to each column.

bite nails cross arms I legs fidget frown

give thumbs up grin nod raise eyebrows
shake head shrug stand I sit upright yawn

Facial expressions Physical gestures

EJ Work in pairs. Discuss these questions.

1 Which of the facial expressions and physical gestures in
exercise 2 would you associate w ith the following emotions?
boredom amusement surprise anxiety
displeasure agreement
2 Do you know of any cultures where they might be
associated with a different emotion?
3 What cross-cultural problems can occur with non-verbal
communication?

I I
Listening: Power poses
B >» 1.13 You are going to hear life coach Jill Murray g ive a t alk
about body language. Which two photos A-F d oes she describe?

0 >»Listen to the first part of Jill Murray's talk again. Notice how
she pauses I emphasizes particular words (underlined}.

It may surprise some of you to hear this/ but how we sit and sta nd has a direct effect o n how we
feel./ In tests/ people who use power poses report feeling more confident./ So/ what!§ a power
pose?/ Well/ for instance/ sitting with your hands behind your hea d and your feet on the table/
that's a power pose./ Another example is standing upright with you r hands resting on a table or
desk./ Remarkably) people who sit/ or stand/ in t hese poses for just a few m inutes/ report feeling
more powerful than they felt before adopting that position./ They not only think they look more
impressive, they actually feel more impressive, too.

fJ >» 1.14 Listen to the rest of her talk and mark it in a similar way. Add slashes (/) w here she
pauses (note t hat there are no commas to help you) and underline the words she emphasizes.

In contrast low power poses make people feel less confident. One example includes sitting with your arms close
to your sides and hands folded. Another example is standing with your arms or legs crossed . Peop le w ho hold

these poses for a few minutes report feeling less powe rful. Th is m ight be because when we feel threatened or

under attack we adopt a defensive pose to become less visible and to protect our body. However when we take
up more space our body sends the brain signals t hat help it to reduce stress and increase confidence.

So how can we put this information to use? Well the main message we can take away from this research is that if
we sit or stand in a power pose even for a short time it could g ive us a vital confidence boost when we most need

it. Try it next time you're preparing for an inteNiew before you g ive a talk o r before an important meeting. You

might be surprised at the difference it makes!

fJ Work in pairs. Take turns delivering part of the talk. Try to use pauses, emphasis and appropriate body
language. Your partner should listen and provide constructive feedback on your performance.

Student A: Use exercise 5. Student B: Use exercise 6.

Speaking: A short talk

llJ You are working on an international team . Each m ember of the team is asked to prepare a short talk
(1-2 minutes) on one aspect of non-verbal communication in their culture. Prep are your talk. You can include
some of the topics below or use your own id eas.

• Dress codes • Physical gestures • Facial expressions • Distance you stand from another person

fJ Look at your talk again and use slashes to mark where you will p ause, and underline words that you
want to emphasize. Give your talk to the t eam.

• Are there any gestures or expressions that you find irritating?

• What other aspects of cross-cultural awareness are most important when working or
travelling in another country?
 Reading: Getting what you want
0 Calvin is trying to persuade his mother to let him have a cookie. Describe the persuasion technique he
is using. Why does he say 'she's on to me'? (You can check your answer in File 32 on page 119.)

fJ Psychologist Robert Cialdini has identified the following six persuasion techniques.
Match each one to its description (1--6) below.
Authority Consistency Likability Reciprocity Scarcity Social proof

We use persuasion in many different situations both at work and at home,

and we are more successful on some occasions than others. Next time you
need to win someone over, here are six techniques that could help

Reciprocity
____ Do something good for someone and Likebility
____ People a re more easily persuaded
they usually return the favour. That's w hy free if they think someone is nice. That's why a
gifts work as a sales strategy e ven if the gift is business where someone sells products to
only a pen. friends and acquaintances can do well.
Consistency
_ _ __ Once people make a decision, they like
Social_ proof
_ _ _ We have m ore confidence in "v'"'"'w111 ~
to stick to it. So if a car salesperson ups their if lots of other people are doing the same thing.
price at the last moment, the buyer is quite You would probably prefer to eat in a
likely to agree to hand over more money. that's full than one that is almost empty.
Authority
_ _ __ How do companies p ersu ade u s to buy Scarcity
_ _ _ _ You're more likely to buy something
their brand of toothpaste? Simple: they make if you're told it's the last one in the shop, or if
s ure that the p erson selling the idea looks like a there's a special offer for a limited time. That's
dentist in a white coat. why signs like 'Sale- final day' get shoppers
reaching for their wallets.

B Complete these sentences with the correct verb phrase in bold italics from the text.
1 The staff don't like the new work hours but I'm sure we could win them over if we
explain why they're necessary. return the favour
2 You helped me with my presentation last week; now I'll _ __ _ and help with yours.
3 If my phone provider
ups theirofpricecalls again, I'm going to cancel the contract.
4 Place your order today and you won't need to hand over any money until the goods are delivered.
5 That's a good suggestion, but it'll be less costly to
stick to the original plan.

D Work in pairs. Discuss these questions.

1 How do salespeople and advertisers use these techniques to persuade us to buy?
2 Have you ever been influenced by these techniques? Give examples.
3 Which techniques do you find easy to resist? Why?

~~-- - - -----
Listening: A persuasive travel agent
I >» 1.15 Listen to a conversation in a travel agent's. What does the customer
want -and what does he agree to buy?

GJ >» Listen again and complete the examples with phrases that the speakers use.

Example
everyone knows
1 Social proof And that it's the most romantic
city in the world.

2 Authority in fact , the head of our company went

there only last weekend.
3 Likability It's your lucky day because we have a
very special offer on at the moment.
tell you what
4 Reciprocity Look I , I'll give you an additional
five per cent discount. I shouldn't really.
but it's such a romantic present.
put pressure
5Scarcity Idon't want to on you, but the
offer does end at midnight tonight.
sure you are aware
6Consistency Now, as I'm , there are transfer
fees on top of that price.

fJ Look at these strategies for resisting someone who is trying t o persuade you.
Do you use any of them? Which do you agree or disagree with?

Don't agree to anything before you know the request.

2 Don't apologize when you don't want to do something.
3 Keep it simple- you don't need to g ive a detailed reason.
4 Don't use phrases like 'I'd like to help' or 'I'd love to but .. .'-unless you mean it.
5 Remain polite, but firm.

1!1 Look at part of a conversation below. How would you resp o nd?
A: Hi Dev, I haven't seen you for ages. Actually. I'm really pleased that
I ran into you. I wonder, could you do me a favour?
8: 1_well,
_ _it_ depends what it is. Speaking: Winning people over
A: You see, my cousin's in town this weekend but I'm working.
Could you show him around on Saturday evening? Maybe take
II:J Work in pairs. Look at the scenarios
in File 15, page 116 and discuss these
him to dinner?
8:2 _ i can`t
_ __actually-i`m busy Saturday evening. questions.
1 What persuasion t echniques might work in
A: Oh, really? That's such a shame. You'd really like my cousin. each situation?
Well, what about Sunday?
i`d_like
8:3 _ __ to help but i`m going out on Sunday, too. 2 What strategies could you use to resist
being persuaded?
A: Really? Well, maybe he could come with you, er?
No,
8:4 _ __that`s
__ not possible, i`m afraid. m Roleplay two of the scenarios. Use
some of the strategies that you discussed in
A: Look, I'd really appreciate it if you could help me out with this.
I'm worried he'll be lonely. You must have some free time over exercise 7. Take it in turns to be the person
the weekend. doing the persuading.
8:5 _No, _i`m __busy all weekend. Maybe your cousin could
come another time when you`re not working/
m Was it more difficult being the persuader

a>» 1.16 Now listen to the dialogue. Does speaker B use any of the
phrases that you used? Which strategies in exercise 7 does he use?
or the p erson being persuaded?

1111111111 1111
2 ~ Interaction Pitctiingan idea

M odal overview page 15 + Grammar reference pages 165- 166

Future forms page 17 + Grammar reference pages 161-162

Reading: Great ide as

D Read t he pitches for business ideas. Work in pairs or small groups and
discuss t he following.

Which business idea do you think is most and least useful? Why?
2 Choose two ideas to invest in. Explain why you chose them.
3 What resources would the people need to set up these two businesses?
4 How much should they charge for the services?
5 Suggest ways to market the two ideas.

Got a fantastic idea? Don't know who to

pitch it to? Send it in and we will feature the
seven best ideas ever y day on our website.
Here are the ideas that w e selected today.
Think you can do better? Then send us a
pitch in no more than t hree sentences.
Remember - shor t is sweet!

A How much time do you waste waiting in queues D Do you need to find a way to escape from
each day? We offer a service where someone will someone who won't stop talking? We'll call your
stand and wait for you while you're free to go and do phone anytime you want and you can pretend that you
something more interesting. need t o leave urgently. Just one press of a button and
you're free!
B Packing your suitcase before you go on a business
trrp ·rs a 'oorrng and time-consuming job. Just give your E Does your garden look like a jungle? Do you have
clothes measur ements to our service. We'll deliver better things t o do than cut the grass? Then why not
a ready packed suitcase to your door two hours rent some goats to eat your pr oblems away?
before you leave, including clothes, toiletries and an
F Is your son or daughter an only child? This
interesting book to r ead on the plane.
company will match them to another only child in the
C Want a very special party outfit to make your neighbourhood so they have someone they can play
special event go with a bang? This service will design wit h and climb trees with.
a costume and make it to your measurement s, all
G Do you love to watch horror movies but feel too
made from balloons. We can include company logos
scared to watch them on your own? This escort
or any other message you want.
service will r;wovi.d.8. st:J.r.r.IBJY.IR- t.Q. W'J~lY.?f~iiYi'l~ ''FJu <-,;u t'rrt:
cinema and say calm and soothing things when you
get frightened.

fJ Which of t hese services do you think already exist? Turn t o File 9, page 115 and find out.
DA pitch should be short and contain dear information about your idea. Complete the flowchart w ith the words in the box.
anticipate competition focus hook introduce name request rhetorical summarize target unique

Introduce rhetorical Say the Describe the

questions to
4_
name
_ __
target
emphasize points: of the customer and
company I their needs:
product/ Summarize
• What do people
Hook hate most about
service.

going to the gym?

Give more detail about Focus

_ ___ on the
the 9 unique selling most important
points of your idea: advantage:

Anticipate Say how it diHers

from the
questions.
What next? Make
your 10 _request
__
competition
What might the
listener ask about?

a Work in pairs and answer the questions.

Speaking: Make a pitch
fJ W ork in pairs. Choose one of the bullet points in File 84, page 131 or a
1 A pitch which takes two minutes o r less is
called 'an elevator pitch'. Why do you think topic of your own and discuss ideas for a product or service that could be
this is? developed.

2 Which points from the flowchart in ll Use your ideas to prepare t wo pitches: one of yo u will make a ten-
exercise 3 would be useful to include in a ... second pitch for your product and t he other will make a one-minute pitch.
a ten-second elevator pitch? Practise your pitch with your partner. Remember to use pauses, emphasis
(one or two sentences summarizing t he idea)4,6 and appropriat e body language.
b one-minute elevator pitch?
(an introduction and brief summary of the idea)
fJ Work with another pair and present the two pitches.
1,2/3, 4,5,6,7,9,11 When you are list ening to a pitch, d o the following.
c two-minute elevator pitch?
(an Introduction and brief summary, with some Make notes about:
deta1l and information about what you need) • so mething that worked well
All points
• the speaker's body language- is it appropriate?
D)~ 1.17 Listen to a pitch and answer the
questions. • the speaker's use of pauses and emphasis

1 What rhetorical question does the speaker • which was more effective- the ten-second or the one-minute p itch? Why?
ask? At the end of t he pitch, ask a question about the product or service.
2 What is the name of the product? Would you invest in the other pair's idea?
3 What makes it safe to use?

~ ~Listen again and make notes. Summarize Writing: Pitch an idea

the information into a ten-second pitch (one or
two sentences). Compare your ideas with
1m Choose another topic from exercise 7, or a new t opic of your own,
and write a sho rt pitch for your idea for the blog in exercise 1. Note that
a partner. language f o r blogs is usually informal.

fl
 Review 1-2
D Complete these sentences with the time expressions in D Make q uestions to elicit the missing information in
the box. Use each expression once . sentences.
I watched ____ on TV > What did you watch?
tomorrow afternoon since 2009 recently by Friday 1 Who did you talk to this mornin g?
1 I talked to ____ t his morning.
in the late 1980s in ten years' time every month
during the meeting
2 Who told
2
you about my new project?
told me ab out your new project.
3 How many people att ended the conference?
in the late 1980s 3 Exactly people attended the conference.
1 Heinrich started working for Gamma Engineering _ _ __
since
_ __2009
4 I left early because _ 4_Why
__ did you leave early?
2 Ralph has been working on his thesis _ 5 Who invited you to the party?
by_Friday
3 She'll have finished her report _ __
5 invited me to the party.
6 How much does Jamie owe you?
6 Jamie owes me euros.
7 Who does this iPad belong to?
4 Paolo probably won't be working for the same
company _ in_ten__ year`s time 7 This iPad belongs to _ _ __
tomorrow
5 Kaori is giving a business presentation _ _ __
afternoon 8 Where did Enrica use to live?
8 Enrica used t o live in _ _ __
6 She gives a presentation _ every
_ __month 9 Who did you borrow $50 from?
9 I borrowed $50 from _ __
during
7 I almost fell asleep _ __ the meeting 10 Who lives in Trieste?
10 _ ___ lives in Trieste.
8 I've been drinking too much coffee _ recently
_ __ 9
lJ Cross out the option which doesn't make sense in eadi
fJ Read this conversation between two colleagues, Lucy sentence.
(L) and Tom (T). Then put the verbs in brackets in the
1 You don't have to I ought to I shouldn't go to Jim's talk i
correct tense. haven`t seen aren't interested in the topic.
T: Lucy! Hi! Good to see you. 1 1_ _ _ _ (not see) you for
ages. Where have you been? 2 She can get a visa at the b order. She needn't I r~,-,,c,,·t"'" "'"'"

L: Hi, Tom. Didn't you know that 12_ spent

_ _ _ (spend) the last
to I mustn't apply for one in advance.
six months in Brazil?
`d known 3 In my opinion, Klara shouldn't I isn't allowed to I oughtoo
T: In Brazil? Really? I wish I 3 (know). 14_went __ _ do so much overtime. She's rui ning her health.
(go) to a conference in Salvador at the beginning of 4 You don't need to I should I must go to the nearest
October. Wh o 5 knows (know), maybe we could've met emergency exit as soon as the alanm goes off.
up somewhere? observing
L: 16 doubt (doubt) it. I was on safari 7_ _ _ _ (observe
5 I really don't t hink that smoking should I ought to I must!>:
allowed on any of our premises.
wildlife) in the Pantanal then.
sounds
T: Mm. That 8_ _ _ _ (sound) very exciting indeed. So while 6 Why haven't you put your helmet on? You know you can't/
were enjoyingyou 9 (enjoy) yourself on sa fari, the rest of us don't have to I mustn't enter this warehouse without it.
were doing 1o (do) all the hard work.
L: Oh, Tom! It was only five days. That's the only holiday
0 Complete these sentences with must I mustn't or with
have to in the correct form and tense.
1 11 had (have) in those six months. Anyway, what mustn't
12 was (be) all the hard work about in Salvador? 1 These documents are strictly confidential. You let
Networking, I suppose? anyone else have access t o them .
has had to
T: Well, yeah, you could say that. Actually, it was a really 2 Jane's new neighbours are terrible. She compla§
good conference and 113 made (make) some very about the noise at least five times since they moved in.
3 Did,
____ Peterhave to work overtime last week?
useful contacts. _ _ __
4 I haven't been in touch wit h Eduardo for ages. I4
_must
L: Um, that's interesting. Tell me more.
`re going to(open)
T: First, we 14
openan oHice in Salvador. It's just __
`re going to_invest remember to give him a ring tonight.
a matter of weeks now, not m onths. And we IS_ _ _
5 won't havedrive
5 If Yolanda moves to Brussels, she
to to work
(invest) heavily in a huge de velopment project, and ...
L: Look, what 16
are you(youdoing
I do) after work t oday? We anymore, b ecause the bus service is so good there.
could go somewhere nice for a drink and continue our 6 I
Mustn't eat too much tomorrow, ot herwise I'll feel sick
little chat. What do you say? on the plane.

EJ Look at the conversation again and make questions for 7 Dave's disappointed because he can't be with his family oo
Saturday. He has to work.
these answers.
How long did Lucy stay in Brazil? must disturb the boss while she is in a video
8 No one ____
1 Nearly six months.
conference.
2 To Salvador. Where did Tom go? 9 Tell Michel not to worry, he's got plenty of time. He
3 Because he wanted to attend a conference there. _ __ hurry. doesn't have to
4 No. She had only one in six months.
Why did Tom go to
Salvador? 10 We were inundated with enquiries yesterday. I'm glad
5 In a couple of weeks. _ _ __ deal with them myself.
Did Lucy have a lot of holiday while she was in Brazil?
When is Tom `s company going to open an office in Salvador? didn 't have to
 directly wrote here
ese fJ Choose the forms that can complete these lfJ Complet e this crossword p uzzle.
sentences. Somet imes more than one form may be
u
1 2 3 4 5
possible. g c o p y b
6 7
1 I'll discuss the matter with the manager as soon as s p e e d o n o d
she_back.
a will come b comes c is coming e s s l
8 9 10 11
2 They __ production to Slovakia in May. g o t v t i e d
a will be relocating b are relocated
u e p v
c will have relocated
r s
12 13

3 They_ production to Slovakia by May. f r o a

e b g
14 15
a will be relocating b have relocated c o m n u d e
c will have relocated 16
r s h a k e e e
4 I _ why they had modified the cont ract, but t hen
I forgot. w l k
c e
17 18
a will be asking b will have asked a m a k
:h c was going to ask 19
b r e a k r
5 Have you heard the news? Jamie _ _ Vladi as
s u
20
if you team leader. d r i t s
a will replace b is going to replace
c is replacing Across
1ave
3 'Send your email messages t o Jane Hogben, b ut please
6 The timetable says the first bus _ _ at 06:15.
re member to _ _ me in every time.'
not to a leaves b leaving c has left
6 _ _ networki ng events helps people to establish valuable
7 Where __ intwoyears' ti me? contacts in a very short t ime .
a are you working b will you be working 7 In your cu lt ure, do people _ _ their head to express agreement
c will you have worked or d isagreement?
tbe 8 In my presentation, I _ _ at three ways of 8 'Thursday morning is no good, I'm afraid . I've _ _ something on.'
improving sales. 10 'I can't see you tomorrow -I' ll b e _ _ up all d ay.'
t't I a 'II look b 'm going to look c 'II be looking 14 'I can't make W ednesday morning. I'm afraid something's _ _ up.'

I Put each word in the box into the correct group

15 People sometimes need to be g iven a _ _ in the right d irection
to help them make t he better choice.
according to its stress pattern.
16 Many people _ _ t he ir head when they want to show d isbelief ,
agreement approach business career disap proval or sadness.
_ let colleague company confidence deliver 18 Before you click on 'Send', _ _ sure your message is addressed
department event favour industry message to the right person.
plain novelty percentage persuade post pone 19 Habits that people have had for years are really hard t o - - ·
relevant suggestion target
20 'O K. I'm f ree all day tomorrow. W hat time _ _ you?'
Down
Oo oO O oo oOo Experienced salespeople can generally make good _ _ of a
image request manager impression range of persuasion techniques.
2 W hich _ _ or exp ressions do you f ind irritating when someone is
image request manager impre ssion
t alking to you?
ck business approach company agreement 4 Opposite of bring forward (e.g. a meeting, a match, etc).
5 If you can't use _ _ or ital ics in your emails, you can always put
colleague career confidence deliver an important word or phrase between asterisks.
y on
favour event industry department 9 Good presenters are awa re of how t he ir non-_ _ communication
affects their audience.
•o
message persuade novelty percentage 11 If you _ _ a question, an issue o r a topic, you avo id t alking ab out
it o r d ea ling with it.
target postpone relevant suggestion
12 'We lo ok _ _ t o hearing from you soon.'
13 Jo b _ _ are people who are trying t o fi nd employment.
17 'I had to take my _ _ to the garage to have it fixed.'
- Present perfect and past simple
Through the grapevine
Problems and solutions
1:] Communication strategies Reacting to news
0 Interaction Crisis management

Reading: Have you heard?

0 Discuss these questions.
1 What forms of communication does your workplace or school use (e.g. a newsletter,
or a traditional or electronic noticeboard)? Do you find them interesting?
2 In what other ways can people be informed of upcoming events and changes
within the school or workplace? Which way is the most effective?

fJ Imagine this is your company noticeboard. Only look at the headings first.
Which announcements would you read in full? Which ones would you skip? Work in pairs and discuss.

Interim Results Available

Office Cleaning Our Interim Results for the six months
Steve Evans has joined us as
Contract Support Administrator Please note that all the offic~s o n ended 31 July have now been released.
to help the Admin tea m keep on the first and second floors Will be
d over the weekend . If you Our company has performed
top of a heavy worldoad. Please cleane .l . desk remarkably well. Despite the severe
introduce yourself and make Steve haven' t do ne so yet, ttc y yom
' . o and make sure recession in most of our markets, there
feel welcome. area before leavm,, w as only a temporary dow nturn in
nothing is left on the floor.
orders, which means we have remained
profitable and generated cash.
Although our market share declined
in the first quarter, it has been rising
gradually since May owing to the
After last year's success, we've decided to
organize another charity run for cancer Congr~tul~tion~ to Liz multiple contracts we have won.
research. With markets now recovering, demand
Vou'll all be delighted to know th01t Liz
Last year you raised an amazing € 12,500. ~teinbach has: had a baby girl. 'goth for our services has been picking up
How much will you raise this time/ and we are very well positioned for the
mother and daughter are doing well. upturn. Well done everyone!
Register today with Nelly (ext. 608 or We're h01ving .g collection for flowers:
[email protected]). and a gift, s:o ifyou'd like to contribute, The full Interim Results Report can be
downloaded from our Intranet.
pleas:e s:ee Nelly.

IJ Look at the 'Interim Results Available' announcement. Find ten words and phrases which can be used to t alk
about favourable or unfavourable economic activity.

II
 m

Grammar: Present perfect and past simple fJ Complete the sentences w ith the past
I Read the notes and complete the examples with verbs f rom the
simple or present perfect simple of the verbs in
brackets.
announcements in exercise 2.
1 Today rea lly hectic- and it's not
even lunchtime yet! (be)
Prtsent perfect and past simple
2 Julian as a firefig hter and
1 We use the past simple to talk about finished actions and situations in paramedic since 1998. (work)
the past.
LISt year you ,_ _ _ an amazing €12,500. raised 3 I the whole article yet, b ut t he
introduction is fascinating. (not I read)
(M market share 2 slightly in the first quarter. declined
4 Who you your first part- or full-time
2 The present perfect is a present tense which we use to build a bridge job? (give)
between the past and the present. We use it to t alk about actions o r
5 Hey guys, you know what? Our hospital
liluations which happened or started in the past, but which are in some
_ _ __ an award fo r outstanding
Wly connected with the present.
achievem ent ! (win)
6 It such a long time ago . I don't
remem ber the d etails. (happen)
11 Recent news I New information:
Steve Evans 3 has joined us as Contract Support Administrator. 7 What you for the past
(...so D.QW he works for us) two years? (study)
has_
Our company 4_ _ performed
_ __ remarkably well.( ... so now we are 8 How long _ __ you _ _ _ M r Zhao?
1n agood position) (know)

b) Experience: In w hich t wo sentences could the present

Suzana has travelled a lot, but she has never visited Egypt. perfect continuous b e used?

c) Duration from the past until now :

She has been office manager since 2009. (.. . and she is still office
mwger [JQ_\Y)

3 If we want to emphasize that the action o r situation is still continuing, Speaking: Updating
we use the present perfect cont inuous.
has been raising
B Work in pairs. Give each other true
Our market share has 5 gradually since May. information about: your school / workplace;
(. and it is still going up) a friend I relative; yourself. Use different
»For more information on the present perfect (simp le and time expressions from exercise 6.
continuous) and the past simple, see p ages 157-159. Four months ago, I redecorated my
living-room.
I haven't been to the theatre for years.
~ Find all the other examples of the present perfect and the past simple
in the announcements. Why did the writer use one o r t he other tense in 0 Work in pairs. O ne of you is an office
each case? manager (OM), the other the manager's
personal assistant (PA). Before going
I Which of the following time expressions are used with the past simple away for ten d ays, the OM drew up a list
and which are used with the present perfect? Which one can b e used with of things for the PA to do during his/ her
both? absence. Today the OM phones to get an
1 yesterday 9 so far update on t he PA's progress. Roleplay the
conversation.
2 since two o'clock 10 four months ago
3 foryears 11 earlier this m orning Student A: Turn to File 17, page 117.
Student B: Turn to File 79, page 130.
4 last mght 12 yet
5 just aher you left 13 already
6 It's I This is the first time .. . 14 recent ly
7 in 2008 15 just
8 before the meeting

Which is wo rse, lack of information or information overload?

II
3 1hrough the grapevine

Listening: Water cooler talk

0 Where do you and your colleagues usually make small talk during the working day?

fJ You are going to listen to a conversation which includes the words and phrases in the box. 3
Before you listen, use t hem to complete the definitions.

don't like the sound of frant ic hush-hush let down let on merger redundancy relocate

hush-hush 1 1
1 Something that is _ _ _ _ _ _ is confidential and not to be d iscussed with other people.
relocate
·2
2 If people or companies , t hey move t o a different place.
merger
3
3 A _ _ _ _ _ _ is the joining t ogether of two or more companies or organizations to form a larger one.
don´t like the sound of a
4 If you something, you feel worried about something you have heard or read.
redundancy b
5 A is a situation in which someone has t o leave their job because they are no longer needed.
c
let on
6 If you don't to other people, you keep secret something that you know.
Let down 2 1
7 If you feel , you are disappointed because you feel someone has not done something that
you trusted or expected them to do. 2
frantic 3
8 ------activity is extremely hurried, uses a lot of energy, and is rather disorganized.
a
EJ >» 1.18 Listen to a conversation bet ween two friends I colleagues and answer these questions. 1:
How busy do you think Dan is? Why? 4 What's Dan worried about? c
2 What's Vic's job? 5 Does Dan let on to Bob?
3 How confidential is the news about the merger? con

a )» Listen to the conversation again and complete these sentences.

- - - -· anything new about the merger?

2 Well, the merger's still only a possibility, _ _ _ _ - -- - · A:
3 , in fact, we aren't supposed to know. - - - - - - - -• not all of us.
4 Well, I th ink Vic is, .. . disapp ointed . 8:

Word focus: Discourse markers

0 In spoken English, people often utter sounds or words like erm, well, so, etc.
a
Wf
Do you agree with the statements below?

1 Erm, like, you know, well, so and I mean are just sounds and words that people use to fill gaps in
conversations, and they d on't mean anything.
2 Only uneducated or lazy people say things like this and it's a bad habit .
3 These sounds and word s can help people t o communicate.
 m
Speaking: Getting the message
Look at the examples and complete the box. m Step 1: Work on your own. Choose
one of the t opics below and prepare to talk
She plays the violin, I mean the viola, really well.
about it.
You're more of an expert than me. I mean, you've got all that experience.
• A holiday I'll never forget
It's JUS! not right. I mean, it's unfair, isn't it?
• My flat I house
Hewas, like, disappointed.
• Someone I really admire
I last talked to Paul, like, six weeks ago.
• How I met my partner
• A typical day at work I college
• My first business trip
We often use I mean to ... • How my company has changed over the
18phrase something we have just said (as in example _ _ _ _ _ _) past two or three years
something we have just said (as in example )
Step 2: Get into groups of three. Student A
speaks, 8 and C listen without interrupting.

Step 3: When A finishes, 8 retells the story.

~·l811ilpproxinnatil:>n (as in example - - - - - - 1 Nobody interrupts.
follows may not exactly express the speaker's ideas or Step 4: C gives feedback on the retelling
(as in example ) (e.g. Did 8 omit or change anything
&m is a sign of hesitation. It hardly ever signifies anything else. important? etc).

A. 8 and C then change roles, following the

same procedure as above.
IJ Match these sentences to their meanings (a, b or c below).
1 The flight wasn't expensive. It was, like, a hundred euros. m Listen carefully to the story your
teacher is going to read to you. Be
2 The flight wasn't expensive. It was ... erm ... a hundred euros. prepared t o retell it.
3 The flight wasn't expensive. It was, you know, a hundred euros.
Teacher: Turn to File 102, page 135.
a It's going to take me a moment to remember how much it cost.
b I th1nk we both know how much it cost, so we share this understanding.
c I want you to know that I'm speaking loosely and a hundred euros is an approximation.
2 1 Yes, the JOUrney took six hours, but, well, we really enjoyed it.
2 Yes, the journey took six hours, but we, like, really enjoyed it.
3 Yes, the journey took six hours, but we didn't care. I mean, we really enjoyed it.
a 'Really enjoyed' is the correct description of how we felt. What I said first wasn't quite right.
b 'Really enjoyed' isn't precisely what I mean, but I mean something like that.
c I think you may be surprised that we enjoyed it.

I Work in pairs. Discuss which discourse markers from exercises 6 and 7 would best
com~ete this conversation extract.

A: _ _, what was Isabel rattling on about at lunchtime?

8: _ _ ., she just feels she's been passed over for the marketing job.
And of course she isn't happy about it. 3 , she's quite upset.

A: Shame. But frankly I think Nick is the right person for the job.
He's got a wealth of experience, 4 _ __
8: Yeah, that's right. He's been in the department for, 5 , six years,
hasn't he? And he's been playing golf with the boss for just as long. 6_ _ _,
according to Isabel, that is.

IIiJ >» 1.19 Listen to the conversation and complete the extract in exercise 9
with the discourse markers these particular speakers chose t o use.

• Why do some people find it hard to keep a secret? Do you?

• What kind of information do some companies sometimes hide from their employees?

II
 .~ . ·~ _,,
''

Problems and solutions .

Word focus: Talking about problems
D Work in pairs. Here are things we can do with a problem. In w hat order do you usually proceed?
try to find a way around I solve I look into I identify I discuss I deal with I anticipate

fJ In what situations, if any, might it be better to ignore a problem alt ogether?

EJ >» 1.20 Listen t o five podcasts and match these headlines to the podcast number.
Never too old to learn
Don't blame young people
Travellers delayed
Switching from public to private
Bleak economic prospects

a >» Listen again and complete the sentences.

1 Passengers at Wilston Airport suffered severe disruption yesterday

after it was by a g litch which left them unable to check in.
2 Germany's economic recovery prospects have an setback.
3 I don't want to be , asking people to drive me around all the time.
4 An operation to transfer 800 government staff to private companies _ ___ ____
without a hitch yesterday.
5 According to recent research, teenagers on lessons and
homework because their brains are less developed than was previously thought.

IJ Find the words and phrases in exercise 4 which match these def initions.
1 to find it hard (to do something)
2 a thing, person or situation that is annoying, or causes trouble or problems
3 a small and sudden problem, especially with technology
4 a problem that delays or prevents something, or makes a situation worse
5 to happen successfully, without any problems

rJ Complete the sentences with the words in the box.

agreeable dilemma hold key permanent political practica l way out

1 The aim of the meeting was to discuss a number of ____ solutions to the problem of workplace hazards.
2 Their proposal is just a quick fix of limited value. What we need to do is develop a solution.
3 Both parties worked hard to find a mutually solution.
4 The opposition insisted they would not want to negotiate a solution with the prime minister.
5 Adonis was in a , and could see no way out.
6 People are losing hope that there might actually be a of the current stalemate.
7 Working well as a team is the _ _ __ to success.
~ P~of,~'-'>SOI' Perko-~\(: do:,m-:; to hcrve macie a cl'1sc..overy 'i:'ncl't may _ ___ the key to our understand'1ng of the un-Iverse.

fJ Look at the sentences in exercise 6 and answer these questions.

Which four verbs are used to complete this phrase: to a solution? find, negotiate, develop, make
2 Which phrase means 'a fast, easy solution that's only temporary'? to fix
3 Which two words refer to a kind of problem? dilemma, stale mat
4 Which two words I phrases contain the idea of solution? way out, hold key
 Ustening: Problems will arise
Speaking: Life's little ups and downs
I Work in pairs. Think about some events you have
attended (e.g. atalk, a trade fair, a conference, etc.). m Work in pairs or small groups. Tell each other about
some of the follow ing.
1 Tell each other about the best event you've ever attended. = small problem
Vdlat made it so successful? • something you organized that went off without a hitch
~ What about the worst event you've ever attended? What • an occasion when your ca reer or studies suffered a
were the problems? temporary setback = delay plan
• something you've never had difficulty doing
Una is telling Rose, a co-worker, about the problems
• a technical glitch that once made your life difficult for a
been having with the organization of a forthcoming
w hile glitch = IT problem
i:Onference. Work in pairs and try to reconstruct Una's side of
• w hat neighbours can do in o rder not to make a nuisance
the phone conversation.
of themselves
R: Hi, Una. How are you getting on with all the organizing? • the problems you think men can more easily solve than
~ ------------------------------ women (and vice versa)
R: Sorry to hear that. What happened? • the kinds of dilemma that parents I teachers I doctors
sometimes face
~ -------------------------------
R: Ofcourse! He's our keynote speaker, isn't he?
IE] Work in pairs. One month before an annual
~ ------------------------------ get-together event for employees and families, your boss
R: 011, dear! Just one month before the event. Any particular asks you and your partner to take over from the person
reason why he withdrew? who was organizing it.
~ ------------------------------- Student A: Turn to File 19, page 117. Student B: Turn to
R: Really?It seemed such a successful company. What a File 7 4, page 128.
shame! Erm ... And what about participant numbers, by
the way? m Tell the class about the solutions you came up with.
Which pairs had the b est ideas?
~ --------------------------------
R: Why? How many have registered so far?
~ --------------------------------
R: Mm, right, but then this year we didn't start promoting
the event till March, did we? Let's be patient, I'm sure Writing: Email- everything's fine
numbers will grow.
m Write an email to your boss about the event you
I l» 1.21 Listen to the original conversation. Then answer discussed in exercise 13. Outline the problems you faced
the questions. and how you overcame them, and reassure your boss that
everything will go smo othly.
1 Howclose to the original was your reconstruct ion in
exercise 97

2 Howdo you think Lina can solve her two problem s?

I ,»Listen again and I or look at the audio script on

page 141 and answer the questions.
What does Lina say .. .
1 in answer to Rose's first question7
2 to show she keeps having problems and she t hinks t hey will
never end?

3 to introduce an explanation of a prob lem?

4 that means: The company has experienced serious financial

problems'?
5 that means 'worried'?

Which of t hese sayings best reflects your p hilosophy?

Every cloud has a silver lining.
Trouble never comes a/o ne.
There are no problems, only solutions.
 ..... ' I ' • 0 ~· ) ',,- - •

·· CoqJ_munication strategies Reacting to news

Listening: What's going on?
D What different ways of saying 'I don't know' do you know in English?
fJ >» 1.22 Listen to five conversation extracts. Match each extract to the correct photo.

EJ >» Listen to the conversations again and complete the EJ >» 1.23 Number the lines of this conversation in the
sentences in the table. correct order. Then listen and check.
Oh, yes? Everything OK with him?
Ways of saying 'I don't know'
Are you serious?
In conversation, we're often asked questions we can't
answer accurately or at aiL We can signal when that is the
Hi RacheL I've just had Phil on the phone, II AI
table.
case in many different ways, Sure. When my research project comes to an end,
things will be simpler.
1 I'm not
downgraded.
, but I think he's been
Well, it's not easy, I mean, not for either of us, but OM
I simply can't go now. 1 I'vE
2 I'm afraid I don't a what he's on Wonderful! He's always wanted to go there. But ... 2 M)
about. erm ... how about you?
3 Th
3 It's to say, but I it's the feeling of Yeah. He's off to Berlin.
4 Yo
independence it gives you.
_ _ You poor thing! What about later? Is there a
5 HE
4 I haven't faintest possibility . ..?
6 I jt
5 Your is as as _ _ You'll never guess ... He got the job. He's now regional
director! a Br
atlas
IJ Work in pairs. Use the audio script on page 141 to work 0 >» 1.24 Rachel gives the news about her brother b Ic
to another friend, Elio. First, try to guess the missing
out the meaning of the words and phrases in italics. Then turn
expressions. Then listen and complete the text. c Yc
to File 20 on page 118 to check your answers.
1 Dave seems pretty low these days, don't you find? R: D'you know what? My brother is moving to Berlin soon. d c
E: Philip? I can't 1 _ _ _ _ _ _ __ then·
2 This is a rather heavy-going talk, isn't it?
R: It's true, I'm telling you. He's been promoted to regional e S
3 Mind you, I still have to meet deadlines! director. f s
4 But whoever it is, he seems to be winding Karlo up. E: Wow! That's 2 . And what does his
v
9
5 Fingers crossed it's not a really awful one. wife say?
R: Well, she's happy for him, of course. But unfortunately, she
h '1
won't be able to go right away. 'r
E: That's 3 _ _ _ _ - - - - · Is it because of the research ove1
she's doing? j
R: That's right, yes. She's got another six months to do. So k -
I guess she'll be in Berlin in December.
E: 4 . Just in time for the festive season, then.

11111111 II
 fJ When we hear good, bad or surprising news, we can react with m any different expressions.
Complete the table with t he expressions from the box. Then d iscuss your answers.
•••••
Oh, that's awful. You're joking. No kidding? Brilliant. Splendid!
Oh dear. I'm sorry. That's t errible. You're kidding me. That's terrific!

Wow! That's fantastic news.

Reacting to bad news:

That's a shame.

Exr;>ressing, surr;>rise •. disbelief:

I can't believe it!

A When we use these expressions we often ask a follow-up

V' question (or make a follow-up comment) to show interest,
to develop the conversation.
That's a shame. __. Is it because of her research?
Wonderful! ___. He's always wanted to go there.

[J Add the other expressions in bold from exercise 5 to the

table. Then add as any other expressions that you know. Speaking : I'm with you

fJ Match each conversation starter (1-6) t o t wo responses (a-1). II':l Work in pairs. Practise ways of saying
'I don't know' when answering q uestions you can't
1 I've just failed my driving test for the fourth time. answer accurately or at all.

2 My brother's getting married. Student A: Turn to File 21, p age 118. Student B:
Turn to File 77, page 129.
3 They've put up the price of petrol, too.
4 You know what? The car broke down again this morning. m Work in pairs. Student A uses the first
conversation starter; Student B reacts and asks
5 Hey, we've got next Monday off!
a follow-up question; A responds. Then A and
6 \ just got tokl dfJ 11:1! \::ttirrrg 1oo\~. B change rOles, B uses t he second conversaflon
a Brilliant! So maybe you'll sta rt thinking about getting a new o ne st arter, etc.
at last. Conversation starters
b I can't believe it ! Even my husband passed it first t ime . 1 I've decided to quit smoking.
c You're kidding me. I t hought Ron was a confirmed bachelor. 2 I learnt t o speak Hungarian in one year.
d Oh, that's awful. Did you have to cancel your appointments, 3 We're not going anywhere this summer.
then?
4 I've got a splitting headache.
e Seriously? What are you going to do w ith so much free time?
5 I've just told the boss I d o n't like his style.
Surely that can't be! It went up just a couple of days ago!
6 I'm going to Amste rdam for the weekend.
g Wonderful. A long weekend l':i iust what I need.
A: I've decided to quit smoking.
h You poor thing. As if it happened every day. 8: That's t errific! From next year?
i You're joking! And what do yo u get when you work unpaid A: Oh, give me a break. This time, I really am
overtime? going to.
j That's great news. When's the big day, t hen?
k Terrible! What are they going to think of next?
m Now t hink of your own conversation starters
and have more mini-conversations with your partner.
Oh, that's a pity. Did the inst ructor give you any advice?

--- 11111111 11
 Present perfect and past simple page 27 + Grammar reference pages 157- 159
Reacting to news page 33

Word focus: Euphemisms EJ Match the expressions in 2 with their 'plain English'
0 Look at the information and discuss the questions.
equivalents.
a bribes e reduce the number of employees
b dishonest f second-hand
0 A euphemism is an indirect or positive expression used
m place of a more direct one, e.g. challenge (instead of
problem); softness in the economy (instead of recession).
c losing money g unemployed
d poor h you're fired

What is the purpose of using euphemisms?

Listening: Talking straight
2 In what kind of situations is usinq_P.ttt;lhP.rnism"-::t.'Y'P.A;~?.
3 Are there particular groups of people who use euphemisms a lot? a >» 1.25 Listen to six people breaking bad news
in a way that some people find unclear, too indirect
4 Are there situations you can think of in which being direct is better? or misleading. Match their statements (1-6) to the

fJ Work in pairs. What do you think the euphemistic expressions responses (a-f).

in italics mean? Discuss with your partner. a You mean, you won't be able to meet the deadline?

1 My brother is between jobs. b Are you saying that you've failed?

2 Low-income families spend most of their money on food for c Does that mean a lot of production workers are going
their children. to be made redundant?

3 My uncle's found a great pre-owned Mercedes. d Are you saying that almost half will lose their jobs?

4 'We have to let you go,' said the manager. e If I understand correctly, they threaten to go on strike?

5 Our company is going to downsize. f Does that mean some people think he's a liar?

6 The chief executive was selective in what he said about the cause
of the oil spill.
II >» 1.26 Now listen to the six conversations and
check your answers to exercise 4.
7 Some public officials may expect facilitation payments. = not stopping the process
8 Our parent company is currently generating negative cash flow.

II
 in pairs or small groups. Look at the audio
on page 142 and discuss these questions.
statements do you consider (a) unclear?
Openness pays off
ildirect? (c) dishonest? 'Mly?
Mlllltcircum,starlces might motivate Speaker A to
According to a recent survey in the USA, employees are
llllthemse~lves in the way they do? twice as likely to go the extra mile for their company
and almost four times as likely to recommend it to
are your views on Speaker B's responses?
others if they are satisfied with the ways in which it
could be the relationship between A and B
time?
communicates difficult decisions.
The need for open and honest communication appears
in pairs. Choose four sentences in exercise 2 to have been heightened by the recession. According to
and have mini-conversations like the ones the study, 44 per cent of workers say their company has
audio script on page 142. taken some form of action in response to the current
economic situation, such as downsizing or other types
of cutbacks. Among these, almost half (49 per cent) say
saying that} their employers handled the communication extremely
that mean I'm fired?
well or very well.

Employees particularly welcome the following:

Breaking bad news • thorough explanations of actions taken and
the reasons behind them
• being kept informed of ongoing decisions
and the reasons for them as the economy
continues to be unstable
employee, how would you expect • being provided with early indications of
to break unpleasant news to you and future difficult decisions so employees are
.-wll:d\lu~~r For example:
not caught off-guard
llying to soften the blow ... or talking straight
• open and honest communication: bad news
Vlaemail ... or in a staff meeting should be given clearly and truthfully
• when the first signs of a problem appear ...
• being regularly updated through frequent
orwhen the crisis has erupted, etc. communication

Read the article on the right. How do your views

with those of US employees?

Find the words and phrases in the article which mean t he same as the following.
to make aspecial extra effort to achieve something

Are these statements t rue (1) or false (F)?

The economic downturn seems to have affected the need for open communication.
2 Forty-four per cent of the respondents say their company has downsized.
a Employees expect to be informed before the problem is at its most acute.
The survey proves that it is better for management to soften the blow when breaking bad news to employees.

Work in pairs. Practise asking probing questions when receiving bad news. Student A: Turn to File 23,
118. Student B: Turn to File 80, page 130.

/lij out the conversation you enjoyed most. Students listening should note and then comment on
~1111Jeuphemisms that were used, and the kind of challenging questions that were asked.
 Countable and uncountable nouns
The price of hap piness
Articles overview
EJ Communication strategies Handling meetings
I] Interaction Making decisions

Countable and
uncountable nouns ·
'·

Reading: The power of kindness

D Has anybody been kind to you recently?
If so, was it someone you know or a stranger?
How did you feel as a result?

fJ Look at t he logo for an organization called

t he Kindness Offensive. What do you think this
organization does?
David Goodfellow and his frien ds wanted to make a
EJ Read the article about the Kindness Offensive positive im pact on ilie world . As an experimen t, they
and answer the quest ions. slopped passers-by and asked them, 'What can we do
to h elp you?' At first people were s uspicious, but when
1 What did David and his friends do to grant the they realized that the offer was seriou s, they started
first two wishes? m aking r equests. One person asked for chocolate for their
2 What guidelines does the group have? grandma and a litlle girl wanted a special birthday treat.
The friends phoned companies and asked them to donate
3 What medical term does David compare items to see how m any of the wish es they could fulfil. A
kindness to? Why? confectionery manufacturer agreed to send chocolates to
4 What are the benefits for a person who helps lhe grandmother. The Russian S late Cir cu s gave the little
others? girl tickets to see their s h ow on her bit-lhday.
It was s u ch a success lha l David founded the Kindness
0 Complet e these sentences with words from Offen s ive. Th e organ ization's con stitution states that
t he article. its activities s hould b e h elpful, ha rmless and free. They
1 Hershey, Mars and Cadbury are all _ _ __
regularly carry ou t hundreds of random acts of kindness,
helping s trangers and giving away a variety of goods -
manufacturers.
anything from food to toys and gadgets. David says,
2 Some organizations have a which ·we can all m ake the world a b etter place by doing little
sets out the aims and regulations that it will things like h elping someone with direction s or picking
operate by. u p their s hopping. And kindness is like a virus- it's
catching. When you start doing good for others, it makes
3 If people were more thoughtful, the world them want to do the sam e.'
would be a better _ _ _ _
Recen t research s uggests tha t doing acts of kindness can
4 Regular exercise can benefit your general also ben efit ou r health and well-being. In a study in the
- -- - as well as your health. USA, 95 per cent of people said U1a l they felt good when
5 Some people find that listening to relaxing t hey h elped someon e, while 2 1 per cent said tl1at they felt
music can lift their _ _ _ _ euph oric. Participating in an activity wh ich helped others,
s uch as volunteering, m ade people [eel less s tressed.
\IVhen we're kind, it lifts our spirits and we [eel more
positive an d optimis tic.
 m

Grammar: Countable and uncountable nouns

DLook at the words in bold in the article and find examples of the following. Speaking: A helping hand
II The Smile Project is a g roup that
Countable and uncountable nouns t ries to help the local community by
four countable nouns: _ ______________ _ carrying out practical acts of kindness
such as giving out umbrellas on a rainy
2 three uncountable nouns: _ ___ - - - - _ _ __
day. Work in pairs or small groups and
3 two nouns that can be both countable and uncountable: _ ___ ____ do the following.
4 one plural uncountable noun: _ _ __ 1 It's an unusually hot day. Take one
minute to brainstorm things that the
» For more information on countable and uncountable nouns,
Smile Project could give away to help
see page 171.
elderly people. Evaluate which three
ideas are best.

0 Some nouns have both countable and uncountable uses, and the meaning 2 Think of ideas to raise the spirits of
may sometimes change. Complete these sentences w ith the words in the box. people who are in the local hospital.
Add alan where necessary. Evaluate which three are best.

business coffee experience room a Join w ith another pair or group.

Present your best t hree ideas for each
experience
He's only just left college. I don't think he has enough _ __ for this job. of t he scenarios in exercise 8. When
coffee all the ideas have been presented,
2 Some scientists now say that ____ is good for you - even though it
choose one for each scenario to put
contains caffeine.
forward to the Smile Project.
3 We do business with a number of Italian companies.
4 Do you think there's room to put another desk in this office?
5 Well, I'm glad that meeting's over. Do you fancy a coffee ?
rooms
6 The house is in a good location but all five are very small.
7 I got stuck in an elevator for two hours. It's an experience
I'd rather forget.
8 They're considering starting a businessto sell their textile designs on the web.

fJ Uncountable nouns can fall into categories. Write the nouns in the box in the
table. Add more nouns to each category.

air dancing equipment fog golf history ling uistics

to machinery sugar sunshine
tle

Groups of similar furniture transport

objects:

Fields of study: psychology politics

)S,

Liquids, metals, gases, petrol gold

powders and granules:

Recreational activities: jogging tennis

:s
Weather words: rain snow
an
e

P.\t
er s,
• How do you think society could encourage people t o be kind?
• Apart from kindness, what other virtues do you think are important for society?

II
 The price of happiness

Word focus: time and money Listening: Happy days

0 Some people think t hat 'time is money'. What do you
think the expression means? How is t his similar or different
a >» 1.27 Usten to a couple d escribing their experience of
b uying something and answer the questions.
from attitudes in your count ry?
1 What did they buy?
fJ Which of these verbs can be used with: 2 Did they spend much time and money on it? How do you
a money b time c both money and time? know?

earn save invest make waste spend lose borrow have 3 What did they decide to do with it?
lend raise collect get receive donate give pay back
owe take allocate refund repay deposit run out of B >» Look at the pictures. Then listen again. What three
can't spare any be worth a lot of expressions describe t he pictures?
We
EJ Choose t he best o pt ion t o complete these sentences. 3 We
1 At the meeting , there was some disagreement about the 4 We
amount of time and money to allocate I invest I raise to each
project
G
I /00 on our
5
2 The laptop stopped working after a week so he asked the 6
store to repay I pay back I refund his money.
3 If we get the equipment for the presentation ready now, it 7
will take I save I spend time tomorrow.
4 It can be difficult to persuade banks to lend I borrow I
invest money to entrepreneurs when they start a new business.
1
5 The finance director has meetings scheduled all afternoon,
2
so I'm afraid he has run out ofI worth a lot of I can't spare any
time to discuss your report until tomorrow. 3
6 The volunteers knocked on doors to collect I donate I
4
deposit money for charity. 5
7 The report suggests than some employees receive I 6
waste I make a lot of time on the internet
8 Consumer groups report that some banks still owe I earn I
get investors millions of pounds in unpaid interest = percentage fee
for borrowing money
 m
Word focus: Metaphors- money, water and happiness
Speaking: Can we buy
happiness?
IJ Work in pairs. Roleplay a conversation
between two friends discussing a b usiness
idea that could change their lives. Try to
use some metaphors in your conversation.
Student A: Turn to File 25, page 118.
Student B: Look at the information below.
Your friend has a business idea that they
want you to invest in. Listen to their ideas
and then raise any concerns that you have.
Consider the following factors:
• What problems with money could occur?
• How is your partner likely to feel if the
project succeeds I fails?
Decide whether to invest and explain to your
partner how you reached your decision.

fJ Write down f ive t hings that you t hink

are likely to increase a person's happiness.
Now write down five of the most expensive
t hings that a person is likely to pay for
during their life.

Happiness Most expensive

Falling in love A wedding

fl We often speak about money as if it is water. Underline the water

metaphors in these sentences. Then match them to the meanings (a-e). £:1 Work in pairs. Compare your lists.
Combine your ideas and agree on the top
1 The boat was a drain on our finances. a spend a large three items on the 'happiness' list and on
2 We had to pour money into repairs. amount of money (x2) the 'most expensive' list. Could any of the
3 We weren't sure whether we could stay afloat. b be able to pay the items be included on both lists?
4 We wondered if the bank would pull the plug
on our loans.
bil ls (x2)
c being unable to pay m Which list- 'happiness' or 'most
expensive'- do you think these items would
the bills
5 Wefelt like we were drowning in debt. appear on for most people?
d use up a lot of money
6 Now we've sold the boat, we're keeping our
heads above water again. e remove the resources
that enable survival Taking a year out to travel or study
7 We splashed out and bought it.
A huge lV and sound system for a
fJ Look at some more metaphors. What idea connects them? home cinema
A holiday apartment near the sea
It was getting us down.
Starting a family
2 He was feeling a bit low.
3 It cheered me up. Upgrades to business class on
international flights
4 Things are looking up.
5 It lifted everyone's spirits.
6 She looked down in the mouth.

What do you think most people would choose if they were offered the choice
between more money or more time to do what they wanted?

II
- Articles overview
Reading: Finance a p roject
0 Someone you know wants t o start up a business in your area
selling sports equipment and g oods. What resources do you think the
company will need to get started? How could t hey raise enough money
t o st art t he business?

fJ Read t he article about Kickstarter and answer the questions.

1 What disadvantages does it mention about raising money from a
bank or venture capitalist?
2 What new funding opportunity does the internet make possible?
3 How does Kickstarter work?
4 What must a project do to get funded?

Putting the fun into funding

Do you have a creative business idea but don't know how days). As an incentive, they list rewards they will give
to find the money to make it happen? Most investors, to backers, for example, an artistic project might offer
including banks and venture capitalists, will usually people who give $10 a postcard, $100 a signed print and
charge high interest for a loan or want a large percentage $500 a painting. Visitors to the site can read information
of any future profits your idea may earn. Now there is an about the projects and might then decide to pledge
unusual way to raise funds. Kickstarter is an organization money to one of the entrepreneurs if they like the idea.
that uses the internet to help people to finance creative
This isn't an investment - people give money because
projects and get them off the ground through what is
they think the project is a good idea or because it's fun.
called 'crowdfunding' - the use of the web to get a group
They don't want a share of the profits. This sounds like
of individuals to finance a project.
free money, so what's the catch? Well, the project only
Individuals pitch an idea on Kickstarter's website and gets funded if it raises all the money it needs by the
explain how much money they need. They also choose a deadline. Projects that fail to reach their goal by the
deadline for raising the money (between one and ninety agreed date don't get any money at all.

Grammar: Articles overview

EJ Match t he rules in the table below t o the words in bold in the article. Some of the words go with
more than one rule.

Articles
The defin ite article the is used for something specific or when there's only one of something.

2 The indefinite article alan is used for t hings in general or when there is more than one of something.

3 Articles are not usually used:

a with proper nouns (e.g. names)
b for plural people and uncountable things described in general terms
c with ab stract nouns (e.g. beauty).

>>For more information on articles, see page 172.

II Look at the examples again and answer these quest ions.

Why is deadline used with both the indefinite article and the definite article?
2 Why is money used both with the definite article and with no article?
I Judith is an entrepreneur w ho wants backers for her
idea. Read the information about her and complete the text Speaking: Developing ideas
•
with a, an, the or no article '0'.
fJ Read the comments below where people describe
things that they need. Work in pairs or small groups and
choose one of the comments. Brainstorm ideas for a
product or service that might solve t he problem.

I like going to music festiva ls but it's so d ifficult to

recharge mobile phones and g adget s when there is
no electricity.

I t ravel a lot and f ind it frustrating that travel

guideb ooks and websites usually have lots o f general
informat ion. My fellow travellers and I would love to
find a w ay to get informat ion fo r t rips that fit individual
1 personal inte rests and schedules- witho ut spending
Hi, there, I'm Judith and I'm events
organizer. I'm looking for 2 investment of hours o n research.
$6,000 to start my business. I often b uy 3_ _ __
paper cups and plates so I can use them for parties
that I organize at work, and they g et t hrown away
ahervvards. I know that some of these th ings can be I have a terrible memory and I often embarrass myself
recycled, but it st ill seems like 4 waste o f at parties and meetings because I forget people's
resources. So I came up with my idea -the Munch names. Sure ly I'm not the o nly person this happens to?
plate. You put your food on it , eat it and w hen you
have finished, you can eat 5 plate. Yes,
that's right, these plates are edib le. They are mad e
from 6 rice paper and they taste great. This
So many people need to take language exams that
15 7_ _ _ really exciting project as it eliminates
I'm surprised there aren't more useful products and
s_ __ waste. It's ecological and it also means that
services to help them to revise.
you could have something to eat o n 9 way
10
home from a party. Bel ieve me, eating has
never been more fun! I'll use 11 money you
pledge to buy equipment and to market my id ea. [J Choose one of your ideas and develop it.
• Discuss what you need to g et yo ur idea started.
• What will you ca ll yo ur pro duct I service I company?
Judith's target: $6,000 in 60 days.
• H ow much money w ill you ask for?
!'I dge $10 and I'll send you a sample plate.
• W hat is yo ur d ead line for raising the amount ?
Pledge $100 and I'll send you ten plates and (1-90 days)
12 _ _ _ serving bowl.
• What rewards will you offer backers for $10,$100
It 1ge $500 and I'll organize a buffet for you and $500 p led g es?
and three guests ... eating from m y edible
plates, of course!

Writing: A web profile

~ Work in pairs. Discuss t he pros and cons of Judith's idea. B Write a profile about your idea for the Kickstarter
Would you back the project, and if so, how much would you website. Include information about any rewards o r incentives
pledge? t hat you are offering.

Which of the following sources is most suitable for funding scientific or artistic projects?
big business the general public the government philanthropists
 4 Communication strategies
Listening: What worke rs want
0 Work in pairs or small groups. Look at these aspects of work
and discuss how they can cont ribute to an employee's satisfaction
or dissatisfaction in the workp lace.

working hours colleagues working environment rewards travel

fJ Look at this list of some of the things that employees value in

a job. Rank t he ideas in the order that you think is most important
(1 is most important, 5 is least important).
_ _ Opportunity t o develop
_ _ Flexible working hours
_ _ Recognition
_ _ The opportunity t o contribute ideas
_ _ Independence and autonomy

EJ How important are the following perks? Rate them from 1 (unimportant) to 5 (very important).
Compare your opinions with a partner. What other perks can make a job more enjoyable?

the opportunity to t r avel to

a other countries 1 2 3 4 5 3

a desk near the window or a

b pleasant place in the office 1 2 3 4 5

c
free membership of the Spa~
company gym 1 2 3 4 5

use of a company car or subsidized

!~
d travel on public transport 1 2 3 4 5
show
memt
havef
discounts on company products don't
e or services 1 2 3 4 5
• H~
firs
f health and dental insurance • Cti
1 2 3 4 5 lea
• De
g option to take a sabbatical tha
1 2 3 4 5 caJ
htt
gl\
th•
IJ >» 1.28 Listen t o an extract from a meeting and
answ er the questions.
.,.
• Di

m·
What is the aim of the meeting?
• M
2 What three agenda points are mentioned? ar
m
3 What action points are mentioned?
4 What was last year's reward t o staff? D~
5 Does the chairperson hand le things effectively? anot
key
choi

L• • •• ••••••
L1 >»Complete the examples in the table. Then listen again to check.
Handling meetings .

Asking for contributions: Any ideas how we can make our staff feel appreciated?
1 Mila, would you like to your on this?
Keeping to the point: Let's look at the first point, which is how to make staff feel valued.
2 to you, we're looking at non-monetary rewards.

Dealing with interruptions: Mila, would you like to finish your point?
3 We'll get to that in a , Janine.

Suggesting action: Would you be willing to look into the practicalities of flexible working hours, Mila?
4 Let's another meeting for next Thursday to up ideas.
Moving on: Now, moving on to the next point.
5 I think that just about everything on that _ __

Keeping time: We don't have a lot of time, so it would be helpful if we could stick to the agenda.
6 Let's try to through the next point _ __

r:J Work in pairs. Discuss these questions.

1 What would you suggest for this year's gift?
2 Can you think of any disadvantages to monetary rewards?
3 Is it better to reward staff with improvements to their working life (such as flexible working) or with gifts I money?

Case 1
Josephine Cotton: Has worked for the company for five years.
Speaking: Plan a reward She has been doing unpaid work mentoring junior members of
DWorkin small groups. The staff for the last year.
board of directors want to She is keen to change to flexible working hours, but this has not
show their appreciation to three been possible due to pressure of work, and because there are three
members of staff in cases 1-3 who other members of staff who are likely to make the same request if
have performed well, but they we agree. Josephine has also indicated interest in taking a course in
don't want to award a cash bonus. management skills, but there are two other people in the office who are scheduled
• Have a meeting to discuss the to take the course first.
first case.
• Choose one of your group to
lead the meeting.
Case2
• Decide on an appropriate way to Per Lundson: Has worked for the company for seven years.
thank the member of staff. You He thought of a new system for organizing payments which saved
can choose a reward that will the company more than £50,000.
help the person professionally or
give them a perk that will make He has expressed interest in doing a part-time MBA, but the
their working life more pleasant. request to fund the qualification was recently turned down. He has
also expressed an interest in working as part of the financial team,
• Discuss at least two options.
but a suitable position has not yet become available.
• The meeting should take no
more than five minutes.
• Move on to the next meeting
and change the leader of the
Case3
meeting. David Elliot: Has worked for the company for two years.
He has worked weekends and evenings for a long period to complete a
rJ Compare your ideas with presentation which was instrumental in winning a major new contract.
another group. Describe the
key factors that influenced your He has shown interest in learning about operations in the Moscow
choices. branch. He has also made a number of requests to move to a single
office (at present he shares with two other members of his team), but
his manager has concerns that this might cause problems with more
senior members of his department who currently share an office.

11111111111111
 4 _ Interaction Making_ decisions

Countable and uncountable nouns page 37 +Grammar reference page 171

Articles overview page 40 + Grammar reference page 172
Handling meetings page 43

Reading: A solvable problem?

0 Choose two groups that you think society should help more. EJ Find a word or phrase in the article that has a
Tell your partner why you chose these groups. similar meaning to the following.

1 the characteristic of arriving somewhere on time

children the elderly the homeless single-parent families
the unemployed another 2 work online from home rather than in an office
3 money given to a charity or organization
fJ Read the article about a social enterprise project and answer 4 money that is made by a company or organizatict
the questions.
5 a prize given to recognize an achievement
What is the main effect of children being hungry in class? 6 leading by example and doing what you tell other;
2 How did Carmel finance the second stage of the project? to do

3 What makes a social enterprise different from a traditional cha rity?

CJ Can you think of any other ways in which Carm~
4 What three things does Carmel ask organizations to care about could have approached the problem?
as much as profit?

Magic Breakfast: a social enterprise roject

While writing her book, Magic Breakfast may sound as though it is simply
Change Activist, Carmel a charitable organization, but it is also a social
McConnell was shocked enterprise. This is because of the way that it is
to discover that in the funded. Although it is assisted by volunteers and
UK many children are donations, Magic Breakfast is largely financed by
going to school without its sister organization Magic Outcomes, which runs
breakfast. Without food, community-based development and leadership
it makes it difficult training programmes for companies. The revenues
for the children to from Magic Outcomes are then used to help run
concentrate in class Magic Breakfast.
because they are
The project has won a number of awards and helped
too hungry to learn. ::;~uuth:s,' UIJL' Luen~ I; rnur~ WUI'K w 110.
'uuuu.reu::; Ul
Wanting to help, Carmel began
An estimated 700,000 chilch-en in the UK still go
to deliver food to five local schools in London,
to school hungry. Asked what had inspired her to
including products such as bread, tea and juice, and
set up Magic Breakfast, Carmel said that was 'the
other breakfast it ems. Head teachers soon noticed
genuine belief that this is a solvable problem'. She
an improvement in the children's attendance,
pointed out that while writing Change Activist, she
punctuality and behaviour.
was asking people to take action in line with their
As a next step, Carmel took a loan out on h er values, and encouraging businesses to care about
house and used some of the money from her book more than just profit by advising them to consider
to finance a project she called 'Magic Breakfast'. the well-being of the environment, their employees
Today, Magic Breakfast has a staff of three, who and the local community. 'I thought, I'm talking the
work virtually and an·ange for food to be delivered talk, what about walking the walk,' she said.
to 210 schools, feeding over 6000 children in the UK
every morning. The organization has also developed
successful partnerships with companies such as
Tropicana and Quaker Oats, which supply food and ma~ic breakfast
drink to the scheme. fuel for learnrng

II
Ustening: Social ent repreneurs
IJ >» 1.29 Listen to Carmel M cConnell's answers to an interviewer's questions. M atch the following questions with parts 1_3 _
a What criteria do you think are important for a social enterprise award? Part _ _
b How important are awards and prizes to p rojects such as this? Part _ _
c How would you define a social entrepreneur? Part _ _

a~Listen to part 3 again and complete the notes.

CriteriQ for s::ociQ/ entrepreneur QWQrd

*ff ha~ to rolve an important 1
_ _ _ _ __ It has: to have a clear s:ocial 2_ _ _

*The project's:3
- - -model needs: to be robus:t. It needs: to s:ell a product or s:ervice to 4 _ __ the project
*ff need~ to have a 5
plan s:o that it won't run out of 6 _ _ __

fJ What do you t hink would be the biggest challenge for those who judge this type of award?
Speaking: Evaluate projects
g:ou~s. You are !udges f or a new award that will be given t o a social ent erprise project.
IItookWatorktheincntena for the pnze and add one more idea.

Thi_s exciting n~w award will give a cash prize to fund a project
Which helps to 1mprove the lives of the people in its community
The winning project should fulfil as many of the following criteria as possible:
• it aims to help solve a social or environmental problem
• it includes commercial ideas to fund the project's activities
• it has both short-term and long-term objectives
• it encourages communities to work together
• it includes an educational aspect
•

Work in groups. Read the information about a f inalist for the award. Give the
ten points for each of t he criteria above (including your own) that it fulfils.

A: Look at Project 1 below. Group B: Look at Project 2 in File 24 on page 118.

1: MOBILITY CENTRE
1hsprojectis based in India and helps people who have p roblems walking. lt
ms with local hospitals to make sure that people with mobility problems are
~medical treatment. The hospitals are provided wit h the best medical
t()Jipment available, and treatment for poore r patients is subsidize d by the fee s
paid by richer patients. individuals are then given vocational training and support
bhelp them become as independent as possible. Volunteers from the local
community visit and provide necessities while t h e patient recovers in hospital.
local companies are encouraged to employ p eople with disabilities from the
JIIOieCI.The project hopes to set up centres in other areas of India in t he future in
Older to inspire new ways to treat. e d ucate and e m p loy people with disabilities.

Join with another group. Summarize informat io n about your project. Say how many points you
where you awarded them and why.

Now decide which project to award the prize to. Present your ideas to the class and explain your
choosing the project. What were your reasons for not choosing the other project?
 Revlew3-4
0 Complete this email. Put the verbs in EJ Decide whether the nouns in bold are countable [C) or
brackets in the correct tense: either present in t hese sentences.
perfect or past simple.
'\ After cons'•derab '• e d'1scussion, they f1nal1y agreed to our proposal.

2 We had a very interesting discussion about the future of the L..u""""'"·-,.

I'm concerned about our staff's growing lack of
enthusiasm for the professional development 3 Please read the agreement and sign it. _ _
courses we 1 (begin) to run two 4 There is widespread agreement on the need for economic reform.
years ago.
5 What was your first experience of living with other people? _ _
In the first six months, three out of the four
courses on offer 2 (be) oversubscribed 6 The advice in our booklet reflects the practical experience we have
and attendance 3 (be) excellent gained. _ _
overall. However, since January this year, 7 On this course, students will learn about all aspects of business. _
attendance figures 4 (drop) at an
alarming rate. Indeed, last month nobody
8 Their firm began as a small family business in the late 1980s. __
5 (turn up) for Mr Thorsen's media 9 The lamb was playing in the field. _ _
skills workshops, and I regret to have to inform
10 Fortunately, there was lamb on the menu. _ _
you that now he 6 (decide) to cancel
the rest of his programme. This shows that
attendance 7 (become) a serious
CJ Complete these sentences with the words in t he box. Add a/anortlie
plural -s with countable nouns as appropriate.
problem, and we must urgently find out what
the causes are. Why 8 motivation
hope work life space
_ _ __ (decrease) so much?
I9 (mention) this to Jenny Fruik at 1 can be d ifficult when you are unemp loyed. d Oh
a Megatrax meet ing a couple of weeks ago,
2 Geoff is hoping to find as a human rights lawyer. b ack111
and she 10 (suggest) that we should
try and involve our employees more when we 3 Our library has recently purchased the collected _ _ __ of Dante e I'm
discuss what topics to include. Apparently, Alighieri. beyonc
since Megatrax 1 1 (choose) to f OK
4 Remember to leave ____ between each paragraph when you wrf.e
let staff design the whole programme
an email. g lha
themselves, their workshops 12 (be)
a continui ng success. 5 Ricardo t old his brother all his secret _ _ __ and fears. her JOt

Maybe that's the way t o go. What do you think? 6 The meeting room isn't huge- there's ____ for about four tables an. h We
twelve chairs. SophiC

7 They are dreaming of living of leisure on some exotic island.

fJ Complete this text with a/an or the. Write 8 When Yaling first arrived in Sydney, she was full of for the fun.:
De
verbs
'0' if no article is necessary.
EJ Complete each conversat ion with a discourse marker from the box.
Use each marker t wice.
____ group of 2 climbing
enthusiasts from our department have decided like I mean well
to take 3 part in the Four Peaks 1 Ai
Challenge next year. Their task is to climb A: What do you think of their p roposal? them
4
four highest peaks in each of the
B: I'll never agree to it. _ __ _ , it's unacceptable, isn't it? 2 If~
four provinces of Ireland in just 48 hours. This funds
is 5 unique event which requires 2 A: How expensive were the restaurants?
6 good level of 7 fitness and 3 Le
B: Well, on the seafront lunch was, _ _ __ , €15 euros a head. can't
which includes 8 helicopter ride from
Mweelrea in County Mayo to Slieve Donard 3 A: I hear you went skiing in Slovakia, in Slovenia last winter. 4 n
in County Down. They will be training for six B: Yeah, that's right. We spent ten days in the Julian Alps. thefc:
months before 9 event, which should
'4 1-<:. ',~CJpf-'u::.~::~ kriLvr• wa~ uvetjoyeo Wrtn'Mrs presenu ~ 1
-sj1ilt:•l:rr~:~111 n.
1
oppor'l:uriity to'brush up
ago
on their skills and gain more experience. B: , as a matter of fact he didn't even say Thank you.
11 6 1
It's big commitment: they have 5 A: W ill you be in on Sunday evening ?
ofti
to raise 12 minimum of €2,000.
B: , it depends.
13 money will go to 14 local 7 \
charity which helps 15 homeless. 6 A: How did Claire react to the news? ent1
B: Mm, she seemed, ____, astonished. 8 1

am•
 rJ Match each sentence 1--8 to a suitable response a-h. D Complete each pair of sentences with the same word.

1 I'm afraid we haven't got a lot of time left. a Don't _ __ on that I told you. It's supposed to be
confidential.
2 Why don't we give our cust omers the opportunity to shop
online? b Our last gig was a disaster. The worst feeling is having
_ __ _ o ur fans down.
3 I feel like I'm drowning in debt.
4 The situation is pretty scary, but we're keeping our heads 2 a The meeting was very productive and went _ _ _ _
above water. without a hitch.

5 Don't you think the Olympics will be a drain on our b Alex is exhausted and t hinking of taking a few weeks
_ _ _ _ wo rk.
economy?
6 Do you know what? I'm off to Kuala Lumpur for a month 3 a We can arrange another meeting next week to firm
on the 15th! _ _ _ _ ideas.

7 Is there going to be a staff party this year? b At last things are looking -- - · A lot of people are
enquiring about our new product.
8 Rita seems to be feeling a bit low these days. What's up?
4 a I'm afraid we're running of time, so let's move
a Your guess is as good as mine. We might get a pay cut on to t he last it em on t he agenda.
I an or the instead.
b Some people are beginning to wonder if there is a way
b You're going to Malaysia? Wow! I can't b elieve it! ____ of the deepening economic crisis.
c That's good to hear. But do let me know if the re's anything
5 a Working well as a t eam is the key ____ success.
I can do to help.
b Last year, financial institutions lent over $30 b illion
d Olrdear.l'm sorry. Couldn't Aunt Philomena help you get
_ _ __ new businesses.
back in the black?
e ''m afraid I haven't got a clue. Those things are just 6 a The first point we need to discuss is how to _ _ __
beyond me. staff feel valued.

f OK. Let's try to get through t he next point quickly, then. b I don't want to ask for all sorts o f favours and _ _ _ _
a nuisance of myself.
g I haven't the faintest idea. Maybe she's worried about
her job. 7 a It's not expensive, but bear in that t he price
h We're going to cover e-business later in the meeting, does not include flights.
Sophia. b Lisa really looks very young in t his photo. you,
it was probably taken over a decade ago.
~r..nmJ?!P.tP.. tJ:,P..se sentences with the correct form of the 8 a Oh, g ive me a , will you? You've already asked
verbs in the box. me ten times, and the answer is no, N-0.
box. b It's never easy to ____ bad news to a friend or
allocate be deposit donate invest raise
relative.
refund waste

Afriend advised us to sell our business and _ _ __ all fJ Match the w ords according to how the letters in bold
the money in the bank. are pronounced.

2 If you feel like helping out, why don't you try to _ __ 1 wanted a happiness
funds for a good cause? 2 research b delay
3 Let's not time d iscussing p roblems we know we f urniture
3 inco me c
can't solve anyway.
4 frantic d identify
4 The orchestra has the proceeds o f the concert to
the famine victims. 5 dilemma e owned
5 Their microblogging service _ ___ worth $1bn a year 6 b usiness f redundancy
ago. 7 blame g solution
6 Their website looks great. It's clear they've ____ a lot 8 afloat h so lve
oftime and energy in it.
7 We guarantee to your money if you are not
entirely satisfied with our products.
8 When you take the test, you should the same
amount of time to each question.
 Comparison and contrast
Making generalizations
~ Tio;W.'e'lYUi'n~Wiil
(!l Communication strategies Being assertjve
B Interaction Weighing alternatives

The human
factor ~~~~-....... ........

Comparison and contrast COMPETENT IDIOT

Reading: Choosing who yo u work with
AND LOVABLE FOOl~
When given the choice of whom toworkl
0 Work in p airs or in small groups. Tell each other people will pick one person over another[~
any number of reasons. For example, ifth~
who you think p eople generally turn to at work when
t hey need help to complete a difficult t ask.
wish to become more interesting in the eye~
their colleagues, they might decide to a~
I think people generally choose ... with a star performe1~ or if they hope to see
their own career develop more quickly, they migh t want to spend·
a the colleague sitting nearest to t hem.
with someone higher in the hierarchy.
b someone who has expert knowledge, even if they
But, according to recent research, competence and likability are
don't p articularly like that p erson.
considerably more important than any other
c one of their superiors, so that person will see how criteria. Obviously, these two criteria matter, but
dedicated they are. what is far less obvious is how much they matter.
Competence and likability combine to produce
d someone they're sure won't tell anyone that they
four types of people: the competent idiot, whose
asked for help.
knowledge might be ten times as broad as anyone
e someone who is very friendly, even if that person else's, but who is unpleasant to work with; the
doesn't know a lot about their area. lovable fool, who clearly doesn' t know as much
as the others but is a delight to h ave around;
fJ Read the article and answer the questions. the lovable star~ wh o's both one of the smartest
and most likable members of staff; and the
1 To what extent do your guesses in exercise 1 incompetent idiot, who doesn't need a definition.
correspond to the research findings?
The research shows that everybody wants to work with the lovable
2 Do you agree with what the article says about star, and nobody wants to work with the incompetent idiot. Things
likability and competence? get a lot more interesting, though, when people face the choice The cod
s_
ben...,-een competent idiots and lovable fools. The study reveals that
0 Tick (.1) the ideas that are mentioned in the personal feelings play a much more decisive role in forming work else's ..
article. relationships (i.e. not friendships at work but lncomp
1 Our choice of work partners is motivated by more job-oriented relationships) than is commonly more •
than two factors. recognized. In fact, personal feelings are
even more important than evaluations

'
2 Lovable stars are popular because of their personal of competence. lf someone is strongly
feelings. disliked, it's almost irrelevant whether
•
3 Evaluat ions of competence are not as important as
or not they are competent - people
won't want to work with them anyway. >>For
personal feelings when we choose work partners.
"'by"t.;m tcr&Sl,·lJll:!·m ure'i!Kadte someone·ts, superli
4 People don't want to work with colleagues they the m ore their colleagues are likely to look
deeply dislike, whether competent or not. for every little bit of competence they have
to offer.
5 If you want other people to enjoy working with you,
make sure you gain a little extra expertise. Generally speaking, a little extra likability
goes a longer way than a little extra compete nce
in making someone desirable to work with.

11
 m

Grammar: Compariso n and contrast lJ Go through t he article again and underline the
or DComplete the examples from the article and read
the notes.
comparative forms not included in exercise 4.

r:J Use the information in the first sentence to complete the

OOLS second one with a suitable comparative or superlative.
Large and small differences Your office manager isn't as competent as ours - far from it.

Competence and likability are , _ __ --- Our office manager considerably - - --

mportant _ _ _ any other criteria. - - - - ____ yours.

These two criteria matter, but what is 2_ _ _ _ - - - - 2 I feel less and less confident every time I make mistakes.
obYious is how much they matter.
_ _ _ _ more mistakes I make,-- - - - -- -
Thilgs get 3 interesting when confident I feel.
people face the choice ...
3 The registration fee last year was 200 euros, compared to
F« large differences, we use much I a lot I considerably I
70 euros in 2005.
wbefore the comparative.
Last year's registration fee was almost three - - - -
For small differences, we use a bit I a little I slightly. - -- hig h in 2005.

tilt ..., the ... 4 I worked less on Wednesday than on Monday.

1 didn't _ _ ______ much on Wednesday
The more 4_ _ _ someone is, - - - - - - -
' • u - - '~'--J. .£. - , __ ,#.l-. .. ............¥" . 1:.....1..... h:+ ..... + n n Mnnrl~v.
competence they have to offer.
5 No one in our department is as helpful as Paola.
We use thisform to say that two changes happen together.
Paola is _ _ __ m ost _ ___ person in our
... times as ... as ... dep artment.

6 I have rarely worked with a more likable colleague.

The competent idiot, whose knowledge might be
_ __ broad anyone He is one of _ _ _____ _ _ ___ colleagues I've
elseS... ever worked with.
In comparisons with times, we generally use as ... as, not
more .. then.
Speaking: W o rking toget her
r <.'l•',s-.,;;nu' "~ <WJ\;1?. Jkr; 5 office is twice as big as mine.
fJ Study the background information in File 26,
• In comparisons with twice, we always use as ... as.
page 119. Why does Avatec need t o hire consultants?
What do the four examples show?
» For more information on comparative and
superlative forms, see pages 173-174.
I] Work in pairs. Student A : Turn t o File 85, page 131 .
Student B: Turn to File 97, page 134.

In your country, what qualities do people generally value most in a work colleague?
 Word

. ..

Reading: Cultural val ues

0 What key cultural information do foreign business people need to know about your country?
Consider for example the following categories: The majc
greeting people business meetings communication styles gift g iving d ining etiquette
Most
fJ Work in pairs or in small groups. Read these extracts from three country profiles and discuss which For then'
country you think each extract might be about.
GeneraII)

Roughly~
As in many other cultures, people Most people in this culture
On the whole, this is a very On thew
prefer to do business with those are very individualistic. As a
egalitarian society w here
they know and trust, so they rule, their thought p rocess is the status of women, both in
By and Ia
generally like to spend time very methodical, and they like business and in society, has As a rule,
building a personal relationship. to examine each aspect of a improved dramatica lly over the
p roject in great detail. This last two decades.
They do not need as much personal
process can often take a long
space as many other cultures and In t his cult ure, a great deal of
time but, once the planning
tend to stand relatively close to you communication takes place over
is over, generally speaking a
while chatting or talking business. lunches and dinners, which are
project moves very swiftly.
a crucial part of business life.
As a foreigner, you will be expected Deadlines are expected to b e
Remember that dinner is often
to be punctual for meetings. met.
served after 9:00 p.m., so it might
However, do not expect all of them L
to arrive on time.
For the most part, people
do not like surprises, so
be a good idea to have a nap in
the afternoon.
I <~
Most oftJ
By and large, people respect age, a brupt changes in business During meetings and negotiations. When the
which is considered a sign of transactions are not u sually people sometim es tend to
welcome. Most peq
'visdom. Therefore, mal<e sure you express their ideas at the same
greet the most senior members of tim e or interrupt each other when
the group first. they are very invo lved in the
conversation. EJ Work
Doyouag
W'ny?/Wtr
B Check your ideas in File 72, page 128. Any surprises?
CJ The country profiles contain generalizations. Do they overgeneralize and oversimplify? If you have
had direct experience of any of the three cultures mentioned in exercise 2, w hich statem ents would you
confirm? Which ones wou ld you refute?

0 Look at the three count ry profiles again. W hich statements also apply to your own business cult ure?
 m
Word focus: Generalizations
Speaking: Culture quiz
I Look at the profiles in exercise 2 again. Underline the expressions
we can use to limit the generalizations we make. D Work in pairs. Look at the statements about
They g.ener~ like to spend time. (Instead of They like to spend time.) British culture below and t ick (.f) them if you think
they are true or put a cross (X) if you think they are
I Use the phrases below to make some generalizations about som e false. Whenever you can, make brief notes about
other groups of people. Choose groups from the list in the box. Write the evidence you have to support your answer.
five sentences.

business people teenagers footballers accountants

police officers politicians nurses teachers American people
Some facts and generalizations
British people men women about British culture
1 Privacy is very important to the English, so
Business people generally appreciate reliable and efficient service. asking personal questions should be avotded.

Most teenagers enjoy having their own space and privacy. 2 If you're invited to someone's hom~, you
should t ry and arrive at least 15 mmutes
The majority of star footballers earn a small fortune.
before the arranged time.
3 After a meeting or a teleconference, it is
generally usual to receive a summary of what was
decided and the next steps to be taken.
often
4 Gift giving is not part of the business culture.
(Business people) tend to
5 British people tend to make their own
are (more I less) likely to abilities or achievements seem ummportant.
are (more I less) inclined to like .. . 6 On average, people spend over two hours per
want .. . day watching TV.
The majority of prefer .. . 7 A large number of university students are
heavily in debt by the time they graduate.
Most enjoy .. .
8 About half of households in the UK had
For the most part, appreciate ... internet access in 2010.
Generally speaking, d islike ... 9 The majority of British citizens who choose
(business people)
to emigrate go to the United States, Italy or
Rough~ speaking,
Greece.
On the whole,
By and large,
As a rule, II!] Work with another pair. Compare and
discuss your answers to exercise 9. Then check
them in File 33 on page 120. A ny surprises?
,(5 p'Xu>b.J•

seems to be
important to (business people). fD Work in pairs or in smaHgroups. Write
similar generalizations to those in exercise 9,
b ut this time about your own country or about
another country you know well. Write six to
ten statements, including t wo or t hree false
Use most of before nouns that have a determiner ones. Swap list s with another group, read the
(e.g. the, my, these, those):
statements and decide whether t hey are true
or false. Finally, get feedback from the other
t'Jele s no determmer. don 'I use o,£- group.
llosl people ... NOT Most fJf pCOfJie-::-:

Work in pairs or groups. Read your sentences to one another. Writing: Email - cu ltura l info rmation
agree with them? Are the generalizations fair?
not? If] A colleague from India is going to spend one
year in your country. You are responsible for his/
her inductio n. Write an email in which you provide
key information about your culture.

If you had the opportunity to live in another country for three years and do exactly the same job,
would you take this opportunity? Why?/Why not? Where would you choose to go? Why?

II
Listening: M anaging one's time
0 Discuss these questions.
Can time be 'managed'?
2 What would life be like without deadlines? Do we really need them?
3 What sort of things often cause us to waste time? How can
we avoid them?

fJ Complete these questions with the w ords in the box.

aside behind commitments
prioritize management set

1 Do you yourself clear goals?

2 Do you make a note of all you r ?
3 Do you ever set t ime ____ for p lanning?
4 Do you the things you have to do, or do you deal
with them as they appear?
5 How often are you ____ schedule?
6 How effective would you say is your time ?

EJ >» 1.30 List en to six people answering the questions in

exercise 2. M at ch each interview (A- F) t o t he appropriate
question (1--6).
Interview A _ _ Interview C _ _ Interview E _ _
Interview B _ _ Interview D _ _ Interview F _ _

a >» 1.31 Listen to some extracts from the same interviews and
complete the sentences.
1 to write everything down, otherwise I forget. And if
I things , I can put my memory to better use.

2 I know I don't always ____ my priorities _ _ __

3 Missing a is probably one of the worst things that

could happen to me at work - that's why I always try hard
to be schedule. In fact, I'm happiest when
I can be of schedule.

4 I spend about an hour every Monday morning

planning the week ahead. I think it's time _ _ _ _
- - - - · Planning gives me a of direction.

5 At the start of the week I usually have three or four

clearly and goals.

6 As a rule, I try to first with the tasks which

are both and important.

liJ Work in p airs. Take it in turns to ask each other the

questions in exercise 2. When you answer, give det ails about
your time management using ideas from exercise 4.

r:J Work in pairs. Discuss these questions.

1 People can be behind schedule for lots of different
reasons. How many can you think of?
2 Why do some people try to be ahead of schedule
all the time?
 1.32 Listen to extracts from phone conversatio ns w ith four people w ho have a time managem ent problem.
each person to t heir specif ic problem.

a) always tries to beat the clock; completes assignments weeks ahead of schedule
b) unable to say 'no'; takes on far too much work

c) has unrealistically high standards; does top-quality work but takes more t ime than is available

d) keeps putting things off and making excuses for doing so; ends up in a panic to finish things at the last minute

)» 1.33 Complete the expressions. Listen t o check o r look at the audio script on page 144.
I haven't got all the information I need to make an informed choice. It may _ _ _ _ __ _ _ while.

A: I was just wondering ... You know, that translation ... ____ 's it coming _ _ __ ?
8: Fine. I'm___ it

A: How___ can you do it? Erm ... I mean, you know it was due in the day before yesterday?
_ _ _ it?

_ _ _ _ _ _ _ I'd say by the end of the week, definitely.

' A: Oh! Yes ... Um, Lynne ... I'm afraid I haven't _ _____ _ _ _ _ _ _ it yet Sorry.
8: Mm.l know it's been rather hectic lately, but . .. what's ____ so long?

Work in pairs. Discuss these questions.

I Hov1would you rank the four questions in italics in exercise 8 as regards their forcefulness (1 = most forceful, 4 = least forceful)?
2 What would motivate someone to use more rather than less forceful wording?

Word focus: Expressions with time

I Match these sentence halves.
0 The phrases It's about time I It's high
time I It's time(+ subject) are fol lowed
by a verb in the simple past but the sentence
I k's about time a alii want to do is have a drink, sit down and relax. always has a present or future meaning.

2 In five years' time b before we're all under video surveillance at work.

3 For the time being, c I'll know whether I've got the job.
4 This time tomorrow d I'll p robably be living in Canada. Speaking: Time matters
5 By the time I finish work,
6 h's on~ a matter of time
e my husband and I are living with my parents.
f I finished that report
m Work in pairs. Look at the four
people and their problem s with
time management in exercise 7.
IJ Use each of the sent ence beginnings (1--6) in exercise 10 to make at least two Which o ne is m ost like you?
StiTt~ wich are true for you. Which one is least like you?

It's about time I started learning how to design a website.

I think it's about time I got promotion.
m Work in p airs. Roleplay a
conversation. Student A: Turn to
File 34, page 120. Student B: Turn
to File 71, page 128.

What does 'being late' mean in your culture? How is it regarded?

And what does it mean to you personally?

II
 5 Communication strategies Being assertive
Listening: Handling difficult people
D Some people can be difficult to get along with at work or in life in general.
Read about some different personality types. What's the best way of handling them?

The hothead
Hotheads get angry an d lose their temper easily, which can
make them terribly difficult to work or live with. They might
start shouting or get aggressive and nasty when people don't
do what they want.

Thewhinger
Whingers are always complaining. They don't like things
things are, but they don't want to change anything either.
just want to tell you how badly everyone treats them and why
every new idea will fail.

The people
pleaser
It's easy to like th ese p eople, but they're difficult to
work with because they can' t say 'n o: They're n otoriously
unreliable b ecause th ey take on more work than they can handle,
which means delays and broken promises.

fJ >» 1.34 Liste n to a counsellor's suggestions fo r dealing with the

pe rsonality types in exercise 1. Match the m to the correct person.
Suggestion _ _ = The hothead
Suggestion _ _ = The whinger
Suggestion _ _ = The people pleaser

EJ >» Listen again and/or look at the audio script on page 144.
Do you think the counsellor's suggest ions would work?

l. II • • • • • • • • •
 Reading: A difficult colleague
a Your colleague, Martina, is feeling very cross with
someone she works with. She is planning to send this em ail
Speaking: Handling conflict
fJ Work in pairs. Compare how Speakers A
to her boss, but she's asked you to read it before she hits and B react in difficult situations. What are the
'send'. Discuss these questions. m ain differences? Who is more effective? Why?

1 What kind of personality do you think Martina is? And

what about Bruce? Why?
Situation 1
2 What do you think Martina should d o? Should she
A: You keep being late. You really upset me. And
send this email or make some changes first? If so, what
you disrupt the work of the whole team.
amendments should she make?
B: W hen you are late, I get upset because t he rest of
the team have to wait for you and t hey f ind it d ifficult
to get on with their work if you are not there.

Bruce is driving me crazy. Since joining the company, I've

Introduced hundreds of useful measures to streamline
Situation 2
the production process and reduce costs. Bruce has
opposed all my proposals from day one. He has a million A : You always want to work with Fred. You're so
different reasons why every change is a bad idea and he's unfair. You're not good enough t o work with me
mcredibly difficult to work with. anyway. Everyone knows that.

8: When you insist on working with Fred, I often

The last straw came this morning when he was really feel t reated unfairly, because I have the impression
rude. I was explaining how important it was to st ay ahead you don't ap preciate my abilities.
of the competition and he accused me of 'never thinking
anything through' and stormed out of the room.

You need to speak to him and tell him to change his

attitude.
EJ Work in pairs. Discuss how you could change these
'you' messages into assertive 'I' messages like the ones
Speaker B uses in exercise 7.

1 You're a typical comput er geek. You live in your own

world and you think everything is simple. But you just
can't explain anything when someone needs help.
I Martina calmed down and made some changes b efore 2 That's so typical of you. You always borrow things
she sent the email. Do you think it is better or worse? Why? from me, you never bother to ask, and then you never
bother to return them. You're so inconsiderate!

fJ Work in pairs. Take turns t o be A and Band roleplay

dealing with a difficult person.

I'm concerned about Bruce. Since joining the company, Student A: Look at the information below. Student 8:
I'veintroduced many measures to streamline the Turn to File 41, page 121.
production process and reduce costs . I'm sure Bruce has You prefer talking about problems to solving them. Your
the company's best interests at heart. However, I feel his partner is going t o ask you to make some chang es to
frequent opposition to the changes has been unhelpful. some PowerPoint slides. It's your job to make those
changes, so you should agree in the end. Before you do,
The latest example of this came this morning when I was however, you complain a lot and come up with all sorts
explaining how important it was to stay ahead of t he
of excuses. For example:
competition and Bruce reacted negat ively.
• You are incredibly busy this week.
I'm hoping you can help us resolve these differences. • People around here are always making changes.
• You think you might be coming d own with a cold, or
Many thanks
perhaps the flu.
Martina • You need an assistant.
• You've told management you need help lots of times
but they don't listen.

r:J Aprofessional tone is generally neutral. It aims t o 1m Tell the class about your discussion. D id you both
present both sides of an argument. It is polite and is free of
feel satisfied with the outcome?
exaggeration while at the same time being assertive. Find
examples of these four things in the amended email.

- - - -11111111 11111
 Comparison and contrast page 49 +Grammar reference pages 173-174
Being assertive page 53

Reading: Paper addicts

D Answer these questions.
1 How much does a pack of 500 sheets of printer paper cost?
2 In a typical working day, approximately how many sheets of
paper do you use in total (for printing, photocopying, etc.)?

fJ Read the article. How similar is the situation described to

that in your workplace?
Listening: What are the options?

~lA a )» 1.35 Listen to a dep artmental meeting where

cost-saving measures are on the agenda. Number the
options in the order in which they are mentioned.
Has the 'paperless office' become a distant dream? For years,
technology has promised to free companies from the tyranny _ _ password- or card-controlled printing
of paper-based information, only to trigger a surge in print
_ _ double-sided printing
volumes.
_ _ encouraging responsible printing behaviour
That is good news for printer and paper manufacturers, but
bad news for t he environment. _ _ online invoicing

Printers guzzle both paper and electricity at a frightening rate.

Besides, the average employee wastes a huge amount of paper.
EJ Discuss these questions in pairs or in small groups.
Finally, printers place a heavy burden on a company's bottom 1 Of the four measures in exercise 4, which one would )OJ
line. On average, the costs of buying office printers and say is ...
keeping them up and running typically represent between one • the most effective way to reduce paper waste? Wny?
and three per cent of total annual revenues.
• the least effective way to cut costs? Why?
• the least popular among employees? Why?

B Find words and phrases in the article which mean the

• the easiest to implement? Why?

same as the following. 2 What other ways of cutting paper consumption can you
1 to cause a sudden increase in think of?

2 consume a lot of something quickly 3 Reducing paper waste is only one way of cutting
costs at the office. What other measures can you
3 put a lot of pressure on think of? Make a list, and rank t hem in order
4 the profit or the amount of money that a company of practicality.
makes or loses
5 money that a business or organization receives
over a period of time, especially from selling goods
or services
 D Work in pairs. Play the 'double
challenge game'.
Read these notes to prepare for a cost-cutting meeting.
Student A: look at the information below.
Student B: Turn to File 37, page 120.
Rivexal is a medium-sized medical technology company which Student A
manufactures medical supplies and laboratory instruments. Recently,
You start. Ask your partner a question
it has merged with Lambro, a successful g lobal company. One of the
about t he first topic in the first box
consequences of the merger is that cost-savings are now high on
below. Listen to your partner's answer.
Rivexal's agenda.
It is then your partner's turn to ask you a
The general manager has called a preliminary meeting with question. Answer the question truthfully
departmental heads to put forward a number of ideas and weigh and in some det ail. Somewhere in your
alternatives. answer, use the first expression from the
By the end of the meeting, three ideas- no more, no less - will be list below (see second box).
selected.
Continue the activity until you have
asked your partner a question about
each topic, and you have used all the
expressions when answering your
give more employees the use teleconferencing to reduce partner's questions.
opportunity to work from home business travel costs
to reduce office costs

fine employees who do not put use laptop and tablet PCs
their PC in sleep mode when instead of desktop PCs to save Topics to ask a question about
leaving their desk on electricity
1 dealing with people who lose
use multi-function devices (i.e. install CCTV cameras to make their temper easily
printer I copier I scanner I fax sure nobody uses printers for 2 cutting costs
all in one) to reduce power personal use or takes office
consumption
3 being assertive
stationery home
4 deadlines
ps. replace low-level employees with use filtered tap water instead
· unpaid interns of bottled water for water 5 choosing work partners
Jld you coolers 6 time management
1 use quality inkjet printers instead use energy-saving light bulbs
1
of laser printers only Expressions to use
1 ... far less ...
2 ... a bit more ...

n you DWorkin groups of four. Roleplay Rivexal's cost-cutting meeting. 3 .. . Generally speaking, .. .

Student A: look at the information below. Student B: Turn to File 35,

4 ... inclined to ...
ting page 120. Student C: Turn to File 59, page 125. Student D: Turn to 5 ... It's only a matter of time ...
you File 92, page 133. 6 ... This time next month . ..

You are the general manager, so you speak first. State the purpose of the
meeting, and give the floor to one of the participants. Make sure everyone
contributes.
Yourcost-saving idea:
Replacing low-level employees with unpaid or minimally paid interns is the
idea you're most in favour of. So, prepare your arguments to defend it.
The two ideas you dislike most are t eleconferencing and working from
home (so ... prepare your arguments against these ideas).
Be as assertive and neutral as possible at all times.

I Compare your decisions with those of other groups. Which three

Ideas are the most popular?
 Past simple and past perfect

6
Honesty and deceit
Between the lines
I!] Communication strategies Compliments
0 Interaction Breaches of trust

Nothing but
the truth?
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·.:
Reading: The canoe man mystery
D Read the first part of a true story about a man who disappeared. What do you think happened to him?
On 21 March 2002, John Darwin went canoeing in the sea and didn't come back. He was 53 years old and
he'd been married for 29 years to Ann e, a girl h e'd me t on the bus going to schooL They had two grown-
up sons, and they lived comfortably in the nm1h of England. John drove a £40,000 Range Rover and they
had an investment portfolio with 12 homes that they rented out. John told his family that they would be
milli onaires by the time he was retired.
When Anne reported he was missing, the coastguards launched a large-scale search. As they couldn't find
him, Anne had to break the news to their two sons. They were devastated. John's broken canoe washed up
on the beach six weeks later. His body was never found.

fJ Answer these questions.

1 What happened after John went canoeing? 2 Do you think the Darwins had enough money for a good lifestyle?

EJ Read about John's wife, Anne. Why were her sons concerned about her?
After John had been missing for more than a year, he was officially declared dead. Anne received life
insurance money and a widow's p ension and she continued to live in the house they'd bought together. II
On the anniversary ofJohn's death, she bought a bunch of roses and threw them into the sea. She kept one
rose from the bunch next to her bed. Iler sons were worried that she didn't sleep or eat enough. She didn't [,:
seem to be able to overcome her grief. "'

D Read what happened next. Do you think this story will have a happy ending?

On 1 December 2007, John Darwin walked into a police station in London and said, 'I think I may be a
missing person: He explained tha t he had lost his m emory and couldn't remember what had happened
to him. Anne was in Panama at the time and the family called her to tell her the news. Anne later told
journalists that she had always prayed for that moment. Her sons were amazed and elated and they had an
emotional reunion with their father. It was a huge news story and the public were delighted for the family.
~·' '·
lJ Read two more facts about t he case. How do these facts change your view of the story so far?
FACT 1 In November 2007, Anne sold her house in FACT 2 Two weeks before he disappeared
the UK and moved to Panama. A few weeks later, John in 2002, John had applied for a £20,000 loan.
walked into the police station. The bank turned him down.
 m

Grammar: Past simple and past perfect

I Complete the grammar notes. Write t he names of the tenses.

Past simple and past perfect

We often use the past 1 tense to tell stories in chronological order:
Anne sold her house in the UK and moved to Panama.
(First Anne sold her house. Then she moved to Panama.)
But sometimes we talk about one past event, and t hen refer to an earlier time. Here we use the past
2_ _ _ tense to talk about the earlier event and the past 3 tense to talk about the later one.
Two weeks before he disappeared, John had applied for a £20,000 loan.
(First John applied for a loan. Then he disappeared.)
We often use the past 4 tense to report what someone said in the past.
Anne later told journalists that she had always prayed for that moment.
» For more information on the past simple and past perfect, see pages 158, 160-161.

fJ Look back at the story in exercises 1, 3 and 4 and underline two more examples of t he past perfect in
each one. Identify the earlier and later events.

~~ Work in pairs. Complete a different part of the story each, and then check your answers with your
partner's help. Student A: Turn to File 40, page 121. Stud ent B: Turn to File 81, pag e 130.

Speaking: J udge for you rse lf

fJ Discuss these questions.
1 Why did the police arrest John?
2 Which parts of Anne's story do you believe? Which parts don't you believe and why?
3 If you were John and Anne's children, who would you feel most angry towards: your
mother or your father?
4 Should John and Anne be able to profit from selling their story to newspapers or
writing a book about it?

5I!l W ork in pairs or small groups. Discuss t hese questions.

Then turn to File 36 on page 120.

What do you think Anne and John were doing in Panama?

2 Why did John walk into a police station? Why didn't he avoid the police?
3 Should Anne and John be punished, and if so, how?
4 How do you think the children felt about it?
 ""' ~~··~ , •• r' ·~v:""""'~<....,~:J."":~~·ot~.~~'7'f~·<~~-,

Honesty .om~~r(8·~~e-~.~ ·-::~l

• • • •• ~ 1.v. , ,...., ..J-t:::'lL.>oc In '-'

Listening: Can you spot a liar?

D Are you good at telling whether someone is lying? Do you know any people who are good or poor liars?
What makes them good or bad at it?

fJ How can you t ell whether someone is lying? Decide whether these things are reliable indicators. II Answer
Then compare your answers with a partner.
1 What qo1
1 They fidget (move about nervously). yes I no 4 They wave their hands around more. 2 WhatcoiJI
2 They blink (open and shut their eyes) more often. yes I no 5 They pause a lot when they're speaking. 3 In whats~
3 They try not t o look you in the eye. yes I no 6 Something else.

EJ >» 1.36 Listen to an interview with Jim Kulver, a retired detective, and find out if you're right.
Then answer these questions.
Spe1
1 What other indicators are there?
2 What is 'reverse storytelling'? Does Jim think this technique has a future? ~~~
of dad
0 >» Complete the sentences. Then listen again and check your answers. det~

1 Te lling a from a person is a rather difficult task, isn't it, Jim? Tryth1
and..,
2 The first time the journalist answered, he _ __ _ , and the second t ime, he ____ the _ _ _ _ everhl
3 I mean, people who have no intention of misleading or _ _ _ _ anyone. 1 Sb.t
4 For example, sometimes try to distance themselves from t he _ _ _ _ ask a~
5 a story is hard enough, but telling it backwards is extremely demanding, especially if you've just _ __ •whC
• hOi
Word focus: Truth and lies •wh
• whl
~~ Match t hese sentence halves.
2 s
Because of the politicians' failure to d et ail the spending cuts, a obtaining money by deception. time '!!
2 I explained that the cat had eaten my credit card, b intended to deceive regulators and auditors. 3 St\
3 Jill's students may look angelic, c deceit and betrayal, neither of which is conducivetoa verslo
good relationship .
4 The CEO has pleaded not guilty to the charges
d but appearances can be deceptive.
5 The newspaper's April Fools' claim that gorillas could use iPads
e and accused witnesses of fabricating their stories.
6 Two former employees were accused of preparing f alse
documents f but they thought I was just making the whole thing1.11
7 Bertrand was convicted of g a lot of people felt they had been misled.
8 The inconvenient t ruth about infidelity is that it involves h took in huge numbers of readers.
 m
0 Work in pairs. Discuss t hese questions.
1 Do you agree that appearances can be deceptive? Can you provide an example from
your own experience?
2 In what ways can advertisements be m isleading?
3 Have you ever been taken in by a deceptive advert? If not, do you know anyone who has?
4 On what occasions did you make up excuses when you were a schoolchild? Were your teachers
ever taken in?
5 Which crime is more serious in your opinion: obtaining money from a friend by d eception, or stealing
money from a relative?
6 What are some of the reasons why witnesses sometimes fabricate the evidence they give at a trial?

fJ Match each conversation beginning to the correct response.

1 There's some good news, you know. We're all going a You're joking. You said last week you'd just been promoted to
to get a pay rise. assistant manager.

2 Sorry I'm late. There was an unscheduled staff meet ing, b You just made that up. If anything, we might just get the sack.
and then ... c You can't fool me. The only thing you are ever able to tell him
3 I've worked as an accountant for Crosby & Meyer. is how perfect everything is here.

4 I've just handed in my resignation. d Pull the other one! You can't even do basic multiplication.

5 I'm going to the CEO's birthday party tomorrow. e Oh, come off it ! Your problem is, you can't ever be o n time.
6 I've just told the boss what I really think of the new f I d o n't believe you! I know she's not coming back from Canada
schedule. till next week.

I] Answer these questions.

1 What do the phrases in bold in exercise 7 express?
I no 2 What could be the relationship between the speakers?
I no 3 lnwhatsituationswould using these phrases be inappropriate?

Speaking: Call my bluff

~ Professor Wiseman, who has researched the psychology 1m Write t hree sentences about yourself. Two of
of deception, designed 'the lying experiment' to assess our lie them should be true and one false. Write about
detection skills. something unusual you can do or have done.

Try the lying experiment with a partner. Take it in turns to ask I once shook hands with the prime minister.
and answer questions about the best holiday o r trip you've I used to play the drums in a band.
ever had. I can knit.
1 Student A should ask Student B questions first. They should Show your sentences to your partner. Your partner
ask about: will ask you questions about each statement to find
• where and when they went. out which one is untruthful. Use a phrase in bold from
exercise 7 whenever appropriate.
• how long they stayed, and where.
Which prime minister are you talking about?
• who they went with.
Where and when exactly did you meet him/her?
• what was special or surprising about the trip.
2 Student 8 should answer Student A's questions twice. One
time they should tell the t ruth and another time they sho uld lie.

3 Student A should guess which version is true and which

version is a lie.

• Why do children sometimes tell lies to their parents? Is this justifiable?

• Why do parents sometimes not tell the truth to their children? Is this justifiable?
 Between the lines
Word focus: Co nnotations
0 Do these words evoke in you positive or negative feelings, or do you just
perceive them as neutral? Tick (./) the appropriate box each time.

Positive Negative N eutral

old

rich

slim

cosmopolitan

laid-back

liberal

bureaucrat

compl icity

idealism

rebel

fJ Work in pairs or in small groups. Compare and discuss

your answers to exercise 1.

EJ >» 1.37 Listen to the first part of an interview w ith Professor

Roy Wilkinson about t he connection between words and emotions.
Answer the questions.
1 What's the problem with d ictionaries, according to Roy Wilkinson?
2 How does he explain the difference between slim and skinny?
3 What does he want to illustrate through these two examp le sent ences?
a Peter's quite laid -back as a manager. His style encourages people to be careless and to miss deadlines.
b Rosa's quite laid-back as a manager. That's why her employees are so happy and efficient

a )» Listen to the first part again and complete these extracts.

1 Dictionaries give us the of words, but they don't often tell us about the connotations words have.
2 Language is full of pairs like slim and skinny. Consider, for instance, bureaucrat and , rebel
and fighter, and thrifty - the first word in each pair being the one with negative connotations.

IJ >» 1.38 Listen to the second part of the interview. Tick (.I) the statement s that are true and rewrite the ones
that are false.
1 Fortunately, words never have different connotations when they're translat ed into other languages.
2 The Chinese word for old does not have negative connotations.
3 According to Professor Wilkinson, knowledge of connotations is more important to translators than
to the general public.
4 Words influence people in different ways depending on their connotations.

fl Choose the more appropriate option in these sentences. Consider the context provided by the sentence
and use a good dictionary if necessary.

1 Jane soon found her office job boring and started looking for something more difficult I challenging.
2 Luke was just one of those faceless bureaucrats I public servants who thrives on red tape.
3 A chubby I fat little baby was p laying on the rug.
4 France and Italy are noted I notorious for their excellent cuisine.
5 I'd have liked to ask many more questions, but I didn't want to seem curious I inquisitive.
6 All of Charlie's teachers had always praised him for being so determined I uncompromising and ambitious.

II
Reading: Lies, big and small
I Work in pairs or small groups. Discuss when it may be all right to t ell lies. Provide concrete
examples as well as convincing arguments.

I Read this article about lying. Which of t he ideas prese nted in the article are the same as the
ones you expressed in exercise 7?

Philosopher Sissela Bok, author of Lying: Moral choice There are other circumstances
in public and private life, defines lying as giving some where certain forms of lying are justified, like in games
information which you know or believe to be false, with and n egotiations. We all know of games which could
the intention of deceiving someone. not be played without lying, or at least pretending, but
of course in such games both parties know the rules
One question which has troubled both philosophers
and pl ay by them. Similarly, in business negotiations
and ordinary people for centuries is whether or not
both p arties involved understand that statements such
there are certain circumstances under which it may be
as 'We can offer a 10 per cent discount only on orders
appropriate to tell lies. exceeding 100 units' or 'I'm afraid we'll have to look for
An example that often comes to mind concerns extreme an other supplier, then' are often just meant to keep the
situations, where it is immediately obvious that telling bargaining moving .
the truth would have terrible con sequences. Imagine Finally, w e also need to consider so-called 'white lies',
that some friends of yours take refuge in your house
i.e. innocent lies which are not intended to deceive but
because they are unjustly accused of something. You
rather to make the other person feel good.
know that they are innocent. Someone knocks on your
door. They are looking for your friends, and ther e is no Th e problem w it h w hite lies, of course, is that they may
doubt that their intentions are evil. What do you answer encourage us to t ell bigger lies under the pretext that
when those people ask you if you know where your we don't want to hurt anyone.
friends are?

fJ These sentences were removed from the original article. Where do they fit in?
(D However, these are examples of mutually agreed deception.

Even if you think the sweater you get a s a birthday present looks horrible
you'll probably just say, 'Oh, }:low lovely !' '
)
I Discuss these questions.
1 What alternatives to lying can you think of in extreme situations similar to the one described in the article?
2 What other types of white lies can you think of?
3 How do you feel when you find out that someone has told you a white lie because they didn't want to hurt you?

Speaking: A matter of princip le

mWork in pairs. Rank t he following 'lies' in o rder of se rio usness, starting fro m the most serious one.
, a postgraduate student copies whole sections from various dissertations and deliberately omits to quote his sources
• a salesman claims expenses he neve r incurred
, a traveller with goods over the duty free allowance walks through the ' Nothing to declare' channel at customs
t an advertisement claims that 'Orion washing powder washes brighter'
, an employee rings in sick because it's a sunny day and he fa ncies going fishing
, an estate agent airbrushes all the photos of properties for sale in order to make them look more attractive to
prospective buyers
, a doctor tells one of her patients that his condition will improve, knowing that in fact it can only dete riorate

People sometimes preface what they say with a phrase like As far as I know ... I To the best
of my knowledge .. . I This still has to be confirmed, but ... , etc. What is the usefulness of
such phrases for the speaker I writer and for the listener I reader?
 . '

6 Communication strategies Compliments ,

Listening: Compl iments and responses

D Work in pairs. Answer these questions.
1 When did you last pay someone a compliment? Who was
the recipient? What was the occasion? What were your exact
words? How did the recipient react?
2 Have you ever received a compliment you didn't expect?
3 What is the difference between compl imenting and
flattering?

fJ Compliments, and how people respond to them, can vary

a lot from one culture to another. Discuss these questions.
1 In your culture, what do people usually pay compliments
about?
2 Who pays compliments more often:
... men or women?
... adults or adolescents?
... bosses or subordinates?
Do they pay compliments about the same things?

0 )» 1.39 Listen to five conversations and decide whether

the statements about each one are true (T) or false (F).
1 a Gina bought a new smartphone a month ago.
b Gina had had her old phone for a long time. B: I really needed something different. I'd had my
previous one for almost a decade!
c Gina's friend hasn 't got GPS on his phone.
2 A : I really you've
2 a It seems that Anna's friend now has a beautiful office. decorated your office. It looks gorgeous!
b Bob's office shares no similarities with Anna's. B: Oh, - - - -- - · Anna. I'm _ __
c Bob hasn't been into Anna's office. you like it.

3 a Both Helen and Svetlana are married. 3 B: ... Wow! ____ a really nice coat.

b Svetlana's husband doesn't really like her coat. A: I like yours, - - --· Very design.

c Svetlana likes her colleague's coat. 4 A: _ __ _ _ _ _ __

every minute of it.
4 a Someone helped Albert with his presentation.
B:Very _ _ _ _ _ _ _ __
b Albert says his daughter gives great presentations. I can't take ________
c Albert's daughter is starting art school next year. who designed the slides.

5 a Maria's car is very uneconomical to run. 5 A : Nice ca r!

b Maria is not unreservedly enthusiastic about her car. B: It's , but it really guzzles petrol
It consumes over 20 litres per 100 kilometres.
c Ron doesn't go to work by car.

- --11111111 II II
 .1.40 Listen to the intonation people use when they
trlrfiOI'IIeone acompliment. Speaking: Making people feel good
Tllll to one or two people in your g roup and
··-''""~·"'them on something. Sound as g enuine and
m Someo ne pays you the following compliments.
Prepare your responses, using different strategies.
Then work in pairs and p ractise comp limenting
and responding.
People tend to use a limited number of strategies
1 You've had some f riends over for supper. After
responding to compliment s. Match each strategy
the meal, one o f them says, 'That was absolutely
the corresponding example in exercise 4.
delicious.'

2 A colleague overheard you speaking English o n

the pho ne and says, 'I'm really impressed. Speaking
giVing an explanation English seem s to be second nature to you.'

making the praise sound less important 3 Your line manager says, 'I've gone through yo ur
project proposal. It's t ruly excellent.'
·'tne prcir~·wlfrl -o'tm people
4 A co lleague says, 'I heard your son won this
in pairs. Read these conversatio n extracts. year's Liszt piano compet ition. He's so brilliant !'
B's responses sound bizarre or
5 A colleague says, 'What a beaut iful briefcase
to you? If so, why?
you have!'

6 Yo u've just taken some foreign business visit ors

round your town . At the end of the tour, one of
them says, 'That was g reat. You're a fantastic
A: What an interesting poster! It's beautiful. guide.'
B: Please take it.
l:nghsh'1s rea~y good. m W ho would you most like t o receive a
compliment f rom? Do you have any soft spots -
t hings you secretly love t o be com plimented on?
was a great performance. Well done! Which of these thing s wo uld you prefer to be
complimented o n? What would you like to add to
B: rmnow the best one in the club.
the list?

1 Something you have achieved, or the success of

in the same pairs. Give each other information
a family member
llli •"Mv'Pr~;ltlnr1s 1-4 in exercise 8. Student A: Turn t o
page 121. Student B: Turn to File 83, page 131. 2 A possession like your home or your car, or your
appearance
Work inpairs. Read these compliments. Why do you
3 A particular skill you have, or your taste in art o r
recipient may have felt embarrassed by the
clothes
each time?
4 Being pleasant to work with, or the way yo u
t ackle problems

way you get us to give the best of ourselves. 5 Your creativity, intelligence o r attitude to life
so motivating.'
6 Your progress in English

lesson today was very interesting. You are a very good

Writing: Email - paying a compliment

I Piene, new employee, to one of t he receptio nists at his
dPace: eJ You've just watched a web p resentation given
by an o ld f riend of yours who now works abroad.
You thought the presentation was excellent. Writ e an
email t o your friend t o compliment him/ her on t he
ID Tum to File 43, page 121 and read the commentary p resentation, focusing on three specific aspects that
about exercise 10. What are the d ifferences and similarities you particularly enjoyed.
; pet rol. rtilhyourcu~ure?

1111111111 111111 11
 Past simple and past perfect page 59 + G
Compliments page 64 rammar reference pages 158,160-161.

Reading·• A m an Wit· h a secret

0 Discuss t hese questions.
1 Imagine you won a huge amount of money on the lotte Wh
2 Look at the headline and the p icture in h . ry. o would you I would you not t ell?
n R t e article. What do you think the story is about?

g ead t he article . Ho w accurate were your predictions ab out the story? ·

flw~wdlvw
Sl~(jl\1~'1' -~111..1..1()N1\llll~
A millionaire who'd been hurt in the past by women interested only in his
money hid his £10m lottery fortune from his girlfriend until they got engaged.
After more than a year of cheap dates and a holiday in a seedy two-star hotel,
Joe Johnson revealed his secret to girlfriend Lisa only after she'd agreed to
marry hiffi. Lisa's world was turned around when the man she'd fallen in love
with, who wore shabby clothes and drove a wreck, turned out to be a secret
millionaire with a property portfolio, a fleet of expensive cars and money to fly
around the world in private jets. Now Joe has turned his amazing story into a
book, The Secret Millionaire.
Joe said: 'In :many ways, winning the lottery had been one of the loneliest
trungs that had ever happened to me. I met a couple of women after winning rny
fortune, but they were more interested in my money than me. Just before I met
Lisa, I had spent £200,000 on one ring for a woman I had loved. I thought she
loved me, too, but a week later she left me - with her ring.'
When Joe took Lisa to one of his three homes, a £900,000 14th century former
monk's grange in Moreton, he said he was looking after it for a rich friend.
Had Lisa entered the garages, she would have found Joe's two £90,000 Porsche
Carreras and hiS £65,000 Range Rover.
Lisa, 40, was a single mother with a five-year-old son when she first met Joe
Johnson in October 2000. She was working in a cafe where he would come in
for breakfast every day.
'After some weekS of talking, he asked me out for a meal,' Lisa said, and they
split the bill, which they continued to do on many more dates to come.
After dating for more than a year, Joe proposed to Lisa and a week later
revealed that he had won £10 million on the Lotto in 1998.

EJ Answer t hese questions.

1 W hy d .d · his fortune from his g irlfriend?
I Joe hide

2 When did Joe tell Lisa he was a m i. II.1ona1.re ?. .

3 What had happene d to Joe JUSt
. before he met L. ?
4 What ploys did he use to hide the fact that h lsa. . .
5 Ho d e was a millionaire?
w 0 you think Lisa felt when she realized she'd b r .
6 Would you be interested to read J ' b k een led to for more than a year?
oes oo ? Why?/Why not?
 A different perspective
Work in pairs. Imagine that you have the opportunity to interview Lisa. What questions would you like to ask her?
six questions.

$1.41 Listen to Lisa. Are any of your questions answered?

f Usten again and complete these sentences.

Wlen Joe first _ __ _ __ ____ _ _ _ __ ,I was furious. Our whole life together had

kwasonlywhen he explained how badly before, by women who just wanted

his money, that I started to realize why to such lengths to hide his fortune from me.
lean say___ that I fell in love w ith a m an who I believed had noth ing.
lkepthavingtostop myself from offering to split the bill like _ _ _ _ _ _ _ _ _

F'mdthree examples of tum used as a phrasal verb in the first paragraph of the text in exercise 2.
them to these definitions.

(something) for the better

(something) to become something else

Look at these sentences and match the verbs to the explanations below.

fxpE!rientced presenters know their voice is an instrument, so they turn the volume up o r down , raise or lower
speed up or slow down as appropriate.
before he disappeared, John had applied fo r a £20,000 loan, but the bank turned him down.

A Some of the examples reveal a typica l feature of

I decrease the amount of sound V phrasal verbs, namely that they often have multiple,
unrelated meanings.
This is one of the reasons why they are better learnt in context .

Complete these sentences with the correct form of an appropriate phrasal verb from exercises 7 and 8.

Veronica was offered a top job at an investment bank, but she it _ _ __

The internet company called Clio Hi-tech Systems has been exposed as a fraud, and the CEO ________
an 18-year-old kid who was taking people's money and not sh ipping them anything.
____ our company ____ and saved it from closure.

Makers of big corporate aircraft _ _ ____ _ _ in force last week to display the ir wares at Jet Expo,
business aviation show held in Moscow.
_ __ ,please? I'm trying to work.

_ _ _ a laboratory and started experimenting with various chemicals.

Work in groups of three on three different situatio ns

iwolving an alleged breach of trust. Take it in turns to play
tlteroleofemployee, superior, and mediator. Student A: Turn
toFile60, page 125. Student B: Turn to File 9 1, page 133.
Student C: Turn to File 101, page 135. Work on Situation 1
tobeginw~h. then move on to Situation 2 and f inish with
Situation 3.

mWork in new groups and compare the outcomes your

original groups had for each situation.
 Review S-6
D Cross out the option which is w rong or d oesn't make EJ Complete this article. Put the verbs in brackets
sense in each sentence. correct tense: either past simple or past perfect.

1 The price of oil is slightly I considerably I the more higher

than this time last month.
Last week, Neela Safar 1 (find) a paper bag
2 The more we discuss this issue, the less I the much I the containing more than £40,000. Only a week before
more likely we are to find a solution. she discovered the rnoney, Neela 2 (start)
3 This model is three times as fast as I faster than I as fast work as a volunteer at an organization which helps
than the original version. to keep the city clean. She told journalists that she
3 (finish) for the day and was on her way
4 The client was informed that the product is as I slightly I
home when she spotted the bag. 'I didn't take my
a little smaller than in the catalogue.
usual route home.' she said. 'I was on my bike and
5 They admitted that the project was far more I a lot more I 4 (go) down this street because I thought
the most difficult than they expected. it might be a short cut.' She soon realized that she
5 (lose) her way and so she 6_ _ _ (st~
6 The August schedules look as though they'll be as busy I
to ask directions. 'But there 7 (not be)
a lot busier I less busy than we predicted.
around.' she said. 'Suddenly 1 8 (see) alarge
7 The price of air travel is a slight I a little I a bit more bag in the road and went over to pick it up so I coo1d
expensive compared to last year. put it in a bin.' However, she decided to check what
8 Sea temperatures have fallen by as little as I as far as I was in it first, and that's when she 9_ __
more than two degrees. it was full of money. She immediately handed it
into a police station and was told that the owner
fJ Choose t he correct forms to complete these sentences. of the money 10 (report) it missing earlier
that morning and never expected to see it again.
Sometimes more than one form may be possible.
The businessman, who does not wish to be named,
1 This building cost five as much as the 11 (be) to the bank and then lost the
construction company p redicted. on his way home. He couldn't believe his luck when~
a time b timed c times heard that the package 12 (find) by someooe
who not only liked to keep the streets clean but was
2 The company sold far more copies of the DVD _ _ __ honest as well. He showed his appreciation by giving
expected. Neela a £1,000 reward.
a that b than c as
3 The less we invest in research, the _ _ __ likely we are to
lose our share of the market.
D Complete these sent ences with the words in
a more b most c much
4 This year, we had as many applications for each
job vacancy as last year.
1 and large, most of our department
a twice b double c two times happy with the new procedures.
5 The weather report says this summer will be _ _ _ _ drier 2 Generally----· most workers have a positive
than last year.
3 It to be easier to attract new customersifyoo
a much b far c more have a website.
6 In business, experience can b e - - - - more important 4 People are far more _ _ _ _
than qualifications. are on special offer.
a even b lot c much 5 speaking, 50 per cent of travellers had
7 The hotel will be three times as high ____ the tallest experienced delays.
building in the city. 6 People are inclined than they used to be to
a of b as c than research products online.

8 The passengers were warned that it rnight be _ _ __ 7 Market research shows that shoppers tend _ _ _ ,
expensive to exchange currency on board the ship. colourful displays.

a much b much more c a lot more 8 The product range attracts lots of interest, but
the most part, there have been few actual sales.
 I Read thecompliments 1--0 and then put the IJ Complet e t his crossword puzzle.
words inthe correct order to make responses.
Across
1 You did really well in the presentation this 4 An employee who has the skill and knowledge to perform a task i s - -·
moon. 6 After she retired, she received a -- ·
so I of I kind I that's I you I very I say I to
7 There are five hundred _ _ of paper in the packet.
2 Thanks for my present - I love it.
9 Many people get embarrassed when someone pays them a - - ·
glad I so I I'm I like I you I it
11 It's important to _ _ clear objectives at the start of a project.
3 You're looking very well.
12 Some bosses have a relaxed and laid- _ _ management style.
looking I too I you're I thanks I great I and
• That's alovely jacket -I love the colour! 13 A long, narrow boat for one or two people
for I had I old I I've I thing I this I years 16 He sometimes does silly or idiotic things, but he isn't a - - ·
5 Well done on your success on this project. 18 It's useful t o - - tasks and do the most important one first.
team I credit I so I hard I the I the I can't I Dow n
worked I whole I well I I I very I full I take
1 I'll order the parts today, but they may _ _ a while to arrive.
6 That's an interesting watch - I haven't seen one
like it before. 2 It can be annoying when someone takes the _ _ for someone
else's work.
grandfather I belonged I bought I my I it I India
/in I to I who I it 3 The couple decided to get _ _ in May and get married in December.

I Howisthe letter i in bold pronounced in 5 Many people make the _ _ of thinking that Sydney is the capital of
Australia.
lhese words? Complete the table w ith the words
6 'Don't be late for the meeting- it's important to be _ _.'
the box.
::>ackage 8 A person who gets angry easily might be called a _ _ head.
when he combine consider delighted design 10 Some people say she's thrifty with her money, while others say she's-- ·
>meone fabricate findings likely printer prioritize
14 It's _ _ time you got up. It's 8:30 and you'll be late for work.
Jtwas recipient widow wisdom
·giving 15 Come _ _ it! That can't possibly be true.
17 A person who refuses to tell the truth is a - - ·
f./1/ dining /ar/

the box. 2 3

:1 to
4
~em to be
I Choose the correct option to complete t hese 5

ive attitude. sentences. 6

~rs if you 1 He applied for promotion but his manager 7 8

turned him round I down.
; when they 2 Sometimes the newspapers seem to make stories
~!off. 9 10
3 You don't look well- perhaps you're coming
d 11
ltiOSSI down with something.
• DKl alot of people turn out I off for the
marl:ebng seminar?
12 13 14 15
5 Would your team be willing to take away I on
_ _ prefer more responsibility?
6 The 1V programme played a trick on viewers, but
16 17
wasn't taken offI in.
7 ~en our team gets together, we come up I
IMdwith some great ideas.
18
aEventually, his invention was bought by a
technology firm for millions and his life was turned
Mflaround.
 Mixed conditionals

'
7 I:J
I]
Risk assessment
Complaints
Communication strategies Negotiating
Interaction Problem solving

Finding
fixes
Mixed conditionals
Listening: What went wrong?
D Look at the photos of an Olympic stadium and an airport under construction.
What kinds of things could go wrong on large projects?

fJ >» 2.1 Listen to the conversation about Heathrow's TerminalS and answer the questions.
1 What are the three main problem areas that are discussed?
2 Why weren't adequate systems tests carried out before the airport opened?

0 >» Complete the factsheet with these headings. Then listen again and correct any figures that are wrong.
Airport traffic Cancellations Losses Luggage Technical faults
IJiden
these 581
Terminal 5 Factsheet: The first five days 11tuation'
a lfmor
1 _ __ _ Problems during the opening five days cost t he company $16 billion. last threE
2 _ _ __ In general, just one bag in 5000 is lost. However, during t he opening week, 2300 bags were misplaced. b Thee
3 _ _ __ Delays caused chaos for thousands of passengers. Some passengers never reached their destination. difficultk
Almost 5000 flights never left the ground . advace o
4 _ _ __ Life was also difficult for passengers moving around the terminal. Out of 295 lifts, there were problems
with 208.
5 _ _ __ However, these teething problems need to be viewed in context. Heathrow is one of the busiest airports
in the world with more than six or seven million people passing through the airport each year.
 /) m
~.
Grammar: Mixed conditionals D Look at the not es from a report and the sentences below that are
I Look at the examples from the conversation related to them. Complete the sentences using the verbs in brackets and
mixed conditionals 1 and 2.
R1 match them to the descriptions in the box.
didn't relocate sales to M umbai ---t costs not lower now
a ~I'd identified the problems before they
happened, I'd be very popular now. If we (move) the sales department to Mumbai, we _ __ _
(have) lower costs now.
b ~they'd finished the building on time, there
wouldn't have been so many d ifficulties. 2 last year's sales figures weren't high ---t global financial situation steadier
c Ill listed all the problems, we would be here all Last year's sales figures (possibly) (be) higher if the g lobal
day. financial situation (be) steadier.

d Would you have been as understanding about 3 some of sales team speak Mandarin ---t increase market share in China
nle problems if you were a busy traveller? over last ten years
If some of the sales team (speak) Mandarin, we _ _ __
(increase) o ur market share in China over the last ten years.
Second, third and mixed conditionals
4 daily comput er problems ---t replace old IT system
1 We can use the second conditional t o talk
We (not experience) these daily com puter problems if the o ld
about imaginary or unreal situations.
IT system (replace).
~+past simple, would+ base form of t he verb
5 keep to budget ---t not pay high bonuses to managers every year
2 We can use the third conditional when we The department (keep) to its budget in 2011 if it (not
magine a different past from the reality, and to pay) high bonuses to the managers every year.
express criticism or regret.
6 not have current departmental problems ---t management follow correct
1+ past perfect, would have+ past participle
procedures
3 We can use mixed conditional 1 to describe We (not have) these current departmental problems if the
the past result of a present or continuing management team (follow) correct procedures in the past.
condition.
I+ past simple, would have+ past participle fJ Complete these statements using mixed conditionals and then
compare your ideas with a partner.
4 We can use mixed conditiona l 2 to describe
the present result of a past condition. 1 I would be rich now if I had ...

if+ past perfect, would + base form of t he verb 2 I wouldn't be where I am today if I hadn't ...
3 If I were a time traveller, I could have ...
4 If I hadn't worked last week, I might have ...

0 It IS possible to replace would with

might /couldtoshow possibility. We
can use should have to give advice about
5 If I had listened to my teachers, ...

or cnticize a past condition.

Speaking: It cou ld have been different

»For more information on second, third

IJ >» 2 .2 You are part of a t eam from your company visiting South
America to check on constructio n projects in the regio n. You are in Quito
and mixed conditionals, see page 168.
in Ecuador and are about to leave for Lima in Peru. Listen to the travel
update. What is the problem?
BIdentify the type of mixed conditional in B Work in p airs. Choose one of i N

these sentences. Why are t hey used in each

these options.
situation?

a ffmoneyandtime were never a problem, our

Travel by boat to Lima. Turn to
;
-- '

File 6, page 114.

~~~three projects would have been a success. Salaverry\ _, "1
Hire a car and drive to Lima. Turn (' I '
aced. b The company wouldn't be in financial -9(/ '
to File 100, page 134.
ttion. dffiCUities now ifthe CEO had Iistened to the Lima
aavice of the project manager.
It:] Work w ith another pair. Tell
ems them about the decisions that you
500 /
made and why you made them.

When things go wrong, is it more important to take time to evaluate whether things could have
been done differently or is it better to move on quickly and put the problem behind you?

II
 ' ' ' ,..- . . '

~ Risk assessment

Listening: Emergency planning

D Look at t he advertisement for the position of Emergency Planning Officer. What do you think the job would

fJ >» 2.3 Listen to the successful cand idate t alk about his job. Does he ment ion any of your ideas?
EJ >» Listen again and answer the questions.
1 Why was he confident when applying for the position?
2 What is the main objective of t he emergency team?
3 What types of emergency does he mention?
4 What skills does he say are important in the job?
5 What is the first thing he does if there is an event at the centre?
6 What would he do if there was an emergency?

IJ Complet e the extract fro m the listening w ith the w ords and phrases in t he box.
Look at the audio script on page 147 t o check.

although in case in which case provided that supposing that what if when unless

I knew I had a chance ,_ _ __ I prepared well for int erview and demonstrated that I had relevant experience....
Our main role is to anticipate anything that cou ld go wrong and to make sure that there are procedures in place
_ _ _ _ there's an emergency. ... 3 I'm quite a positive person, I always need to imagine the worst case
scenario. 4 I do, I won't be able to work out the best way to deal with problems when they occur. For
example, s____ there's an outbreak of food poisoning or a virus? ... 6_ _ _ _ there's a conference or some
other big event taking place in the centre, t he first step would be t o carry out a risk assessment. .... 7 we're
confident that we've thought of all the potential problems, we then check that there are appropriate procedures in
place to deal with them . .. . Unfortunately, an emergency will sometimes occur, 8 , I'll work with my team and
the emergency services to take appropriate action as quickly and effectively as possible.

EJ Work with a partner and discuss these q uest ions.

1 What characteristics does an emergency planning officer need?
2 What m ight the pros and cons of the job be?
3 In what circumstances is it particularly important to anticipate problems in advance in everyday life?

II
 m
word or phrase to complete
Speaking: Anticipate risks
risk assessment report. [J Work in pairs or small groups. You are members of the
emergency planning team at the Rockdale Centre. Look at
information about an important event that the Rockdale Centre
is organizing. What risks need t o be taken into consideration?
What measures could be taken to reduce the risks?
facilities at the centre will be
tra1ning by the Olympic athletics
the first week in April. 1 When I
Although this is a busy week at the
weareconfident that it will be possible
Ideas can change the world .. .
team to tram privately and safely. Solar is a high-profile international annual event.
that I Supposing that I Unless For three d ays, leading figures from d1e world of
of the sports ground are closed business and finance join with social entrepreneurs,
general public, the team will have politicians, scientists and celebrities to exchange
use of the athletics facilities for five ideas, listen to talks and plan for tomorrow. For
day. l Unless I When I What if the the first rime, this year's event will rake place at the
manager confirms that these arrangements Rockdale C entre in ...
•ariWt•jUII~. the centre can begin informing
d~ents that there will be restricted use
fac1lities during their stay. The coach
request use of the swimming pool
that 1in case I in which case the
hours for other guests will be changed
week. One of the members of the
IS currently attracting media attention .
.-.th.....tnr~ mtend to patrol the site and
security at each entrance and exit
case 1in which case I although any press
...,.,...,.,nh•>r<: or reporters attempt to gain
mss 6 What if I Provided that I Supposing
unauthonzed persons were found in the
tre, they would be escorted from the
~by a member of our security t eam 0 >» 2.4 Listen to the news report about one of the speakers at
~.tw•rn•Pd that further attempts to enter the Solar event and make not es. What problems have occurred?
result mthe police being called. What impact could t his have on the conference?

II:] You have heard t hat up to 1000 people plan t o protest about
Lerwood Chemicals at the Solar event. Look at t he map and
discuss what could be done to minimize disruption and maximize
safety for everybody. Which emergency services would you
include in your plans?

to prevent access
m The prot est campaign has gathered moment um and up to
20,000 prot esters are now expected. Rockdale's emergency t eam
~availability
and management team are meeting to decide what action to take.
Work in groups of four to discuss the options and decide what to
4 caJSIIl9 JOUrnalists to be interested do. Student A turn to File 8, page 115. Student B turn to File 31,
5 wal around checking the area is secure page 119. Stud ent C turn t o File 46, page 122. Student D turn to
File 96, page 134.

7people who do not have permission to be lfl Report back to the class and explain what action you plan to
~ take. What were the reasons for your decisions?
I acoompanied to the exit

What type of emergencies might an organization plan for? What factors can make
emergency planning effective or ineffective?

II
 ·Complaints
Reading: Consum er power
D When was the last time that you complained about a product or service? What did you do?
How did the company respond?

fJ Which f orm of complaint do you t hink is most effective? Why?

email face-to-face letter online review phone

B 'r'low has the I nternet changed the way that people complain? Has the power of the
consumer increased ? Read the article and see if it mentions your ideas.

Do consumers
have more
power than
ever pet4 ?

A new gene ration of media-savvy consumers is using teclmology to voice their opinions
about: brands, products and services. Traditional methods of complaint, such as letters or
telephone calls to the offending company, ar e still used. However, many customers are also
likely to communicate their dissatisfaction to each other. In recen t studies, 83 per cent of
people said that online reviews had some influence on their purchasing decisions. Which
means a bad review has the power to tum pote ntial customers away. Modern consumers are
becoming increasingly a ware of their lights and are more likely to negotiate a refund or some
type of compensation when transactions are unsatisfactory.
The way that consumers c omplain as a group is also changing. People are moving away from
protests, boycotts and petitions. Something that worries organizations is the speed with
which a complaint can become a high profile campaign. Social networking sites allow the
failings of a company to be viewed by a huge audience worldwide. A British confectione1y
company experienced a backlash when it began to use animal products in its chocolate.
The Vegetarian Society posted the contact details of the company's customer services
department on its website. As a result, the company received 6000 calls and emails from
unhappy vegetati an customers. The company swiftly admitted Umt it had made a mistake
and reversed their decision.

rJ Work in pairs. Read the article again and discuss the questions.
1 Do you write product reviews, or use reviews when choosing something t o b uy?
2 Was the confectionery company right to change its d ecision?
3 How could modern tech nology be used with protests, boycotts and petitions?

II
Complete the quiz below about consumer complaints using the words fJ Work in pairs. Did you answer mostly a, b
box. or c? Look at File 44 on page 122 and read t he
information. Discuss whether you agree with
ba,tott campaign compensation protest reliability review the analysis. Would you do something different
from the alternat ives given in the quiz?
Td(/)thealternative (a-c) in each case that is closest t o your opinion.
IJ Complete an additional question for
the quiz. Take turns t o ask your partner t he
question. Student A t urn to File 45, page 122.
Student B t urn t o File 88, page 132.
Consumer complaints
Areyou ·~~
A:r?
~f P~j
Speaking: Having a bad day?
akangaroo,
~~~~wl? ~ .~~,~
fJ Work in pairs. Tell your partner what you
l . would do in this situation.
The morning post arrives. There's a letter
from the bank. They accidentally took all your
money from your account. As a result, your
delivers your new washing machine and damages bills didn't get paid and you have received
In your kitchen. Do you ... bank charges.
photoqraphs of the damage and write to the company demanding

_ _ _ of the company telling people what

are you most likely to buy a new laptop from?

...,."'''"''·""that offers the best price; you'll return it if it isn't exactly
want
that charges more than the rest but is best for 3_ _ _
that has the best percentage of positive reviews online

is over an hour late. When it arrives, it's hot and

and you have to stand up for the whole journey. The
letilnspectorwants to charge you more for the ticket as you
travelling at the busiest time of day. Do you .. . liD Now look at some more scenarios. Turn
the extra money but ask the ticket inspector for his name because to File 48, page 122 and take it in turns to
te<'ld to wnte to the rail company to complain? say what you would do. Give reasons for the
the money and complain to your colleagues the next day at work? actions you would take.
refuse to pay the money, take a photograph of the ticket inspector with
rphoneand tell him you are going to use it to make a ~--- m Choose two of the scenarios. How do
you t hink the different personality t ypes in
about the company's terrible service?
the quiz would handle t hese situations?
an important client to a restaurant that you use
Your lunch is cold when it arrives and the service is
Do you .. .
aQuiet word with the waiter on the way out and negotiate a free
KJtr~ future?
·nmg but decide not to take any clients to the restaurant again? Writing: Letter I Email of complaint
teto the restaurant manager and say that you'll organize a
_ _ of the restaurant unless they assure you that this won't
m Choose one of the scenarios in exercise 9
or 10. Write a formal letter or email to the
)larw>n;n~in1
company to make a compt'aint. Give tne
phone provider is offering a great new d eal for new background to the situation, and say why you are
is increasing the charges for existing customers. unhappy and what action you want taken.

services and negotiate a better deal after researching

and move to another provider as soon as

How effective are traditional methods of
complaining, such as the phone or letters?
with an online petition to try to reverse the
Do you think they get better results than
modern methods?
7 Communication strategies Negotiating
Listening: Cooperation and competition
D What is your definition of a negotiation? Think of three situations in your daily
life when you need to negotiate (at home or at work).

fJ Look at the diagrams showing two B Match these headings to the negotiating strategies below.
approaches to negotiations. Think of a
a Explain your need s
situation where each approach might be used.
b Listen carefully
c Find out about the other person's perspective
d Encourage the ot her person to open the negotiation
e Prepare more than one option
Cooperative
approach
Competetive
approach
,_ _
The other participant may offer more than you would have asked for.
) Or, conversely, they may ask for less than you planned to give.
2 __
A sk q uestions to find out about the other participant's ideas and
3 __

/ I If your first choice is not acceptable, be ready to offer some

4 __
encourages avoids
Give clear reasons that show why what you want is important.
compromise compromise
s_ _
You can miss areas where you might find agreement if you are
what to say next rather than focusing on the other participant.

B >» 2.5 Listen to a conversation and answer the questions.

/ 1 What is the subject of the negotiation?
2 What outcome does Louise want?
Likely result: Likely result:
'Win-win win-lose 3 Is it a cooperative or a competitive negotiation?
outcome outcome
J 0 >» Which strategies from the t ext in exercise 3 do the
Listen again and check.

f:1 What options could either party have suggest ed as a solutioo?

1111 1111111111 II
fJ Put these negotiating expressions under the correct
headings below.
••••
Speaking: Fixing the problem
a We could lower the price as long as you increase the volume.
b From my perspective, ...
m Work in pairs. Look at the audio script on
page 148 for the training negotiation in exercise 4.
c Sball V{ft aet this in wdtina? Roleplay the sftuation as a win-win situation.
d I can certainly see where you're coming from.
e I'm afraid that doesn't work for me.
m Look at this list of perks. Allocate points
depending on how important each perk is for you.
f I'd like time to think about th is. The most important get the most points. Choose
three perks to allocate three points, three to
allocate two points and three to allocate one point.
Negotiating
free health insurance
Opening:
com pany shares
I'd like to begin by saying ... Our position is ...
large office
1_
annual bonus: 10 per cent of salary
Signalling understandjn9 or a9reement: ~~\C\-k ~'Otn .'w.rne one day a week
That's avery good argument I point I compromise. company car
2_ flexible working ho urs

Objecting to a point: free petrol for work and leisure

I'm prepared to compromise, but ... school fees paid by the company
3_ IE] Work in pairs. Roleplay a negotiation between
Making concessions: a CEO and a director and try to get the best result
to fix the problem. A s t he director, use the perks
Would it include an extended warranty period if we signed
above to try to get what you want. The aim is to
today?
score at least eight points with your negotiation.
4_

Avoiding decisions:
Student A: You are the CEO.
You've given me a lot to consider.
s_ Your company is having problems w ith a branch
in Lisbon. You want one of your directors to
Closing: move to Portugal for two years. You know that
I think we can both agree to these terms. the person you wantfor the position will be
reluctant as they like their present job and do
6_
not want to move their family. Try to choose
the perks that will tempt them to take up the
D>» 2.6 Listen to a conversation between a client and position. If they don't go, there is the possibility
asupplier and answer the questions. that they will have to move to a less senior
position at a reduced salary.
1 Which type of business do the client and supplier work in?
2 What is the negotiation about?

8 >»Listen again and answer these questions. Student B: You are the director.
1 What is the restaurant's usual policy concerning food supplies?
You know that your CEO wants you to move
2 What is the supplier's usual delivery time? to Portugal for two years to run the branch
3 Who does the supplier need to check the delivery times w ith? in Lisbon. You are reluctant to go because
• What terms do the supplier and customer potentially agree on? you like your present job and don't want to
move your family. Think of other solutions
I >»Listen again and/ or look at the audio script on page 148 that could fix the problem. Raise these in
the negotiation. If you still have to go, try to
l1d complete the phrases.
negotiate the best perks that you can to make
1 Shall we get down to ? it worthwhile.
_ _ _ about your delivery times.

3 lunderstandwhereyou're _ __ __ __. However .. .

4 _ _ we increased our o rder by seven per cent, could

I] Think of another perk that you would value
in a job. Tell your partner why you think it is
you _ _ your delivery time by two days?
important. What would you give up in a job in
~looks _ _ _ we have a _ __ order to have this perk?
6 let's arrange another meeting when we've had time to
things _ _ _ ,

1111 11111111 111111 11

I 7 ~ Interaction Problem solving

Mixed conditiona ls page 71 +Grammar reference page 168

Ne gotiating page 77

Speaking: Generating ideas

?,.,
Your car has broken down and is
in a garage. Persuade a friend to
You h ave let you use their new car. ,
.... overslep t and ? -
are r unning r: ·
late. Your b oss is
expecting you for
an early meeting.
What would you
do?

12 II
You forgot a
A colleague wants your
m eeting. Think
advice. A faulty produ ct
of a good excuse
wrecked his demon s tration
(or go back three
recen tly. The h ead of squares).
production inSists the
product is :f ine and wants
him to use the same
model in another client
demonstration next week.

}Ll
D Which of these strategies might be useful to generate
l!l During a presentation
You bought a watch
ideas when you want to solve a problem? Add anothe r idea the equipment didn't
that is supposed to
to the list. worlt, some of the
be waterproof. The
pictures were in the
shop says that you
wrong order and the
brainstorm go for a walk listen to music must have used it
slides had spelling
talk to a colleague or friend write lists in deep water - but
mistakes. Say what
you only tested
you could have done
it in the shower.
fJ Add a nother category t o this list. Now t hink of a recent Negotiate a r efund.
differently (or move back
one square).
problem that has occurred in two of the categories.
1 transport
?')
,.,.)
2 the economy
3 the environment
2Ll Tell some friends
4
ltlNISII about your bad
day at work.
How will you
EJ Work in pairs. Tell your partner about t he two problems relax after your
Choose one of the
events and tell
that you thought of. Try to think of one or more solutions to difficult day?
them what you
the problems t hat your partne r tells you about. could have done
a Look at the rules and play the board game.
differently.

EJ Afte r the game, discuss which situations you found

hardest and easiest to deal with.
 Board game: Problem solving
Work in small groups .
l Toss a coin to move: heads, move on e s . .
2 Ifyou land on a green square role l quare, ~, move two squares.

4 If you land on a white square, follow

5 If you land on a cof:ti b
t:
3 If you land on a yellow squ~ saypw~ ~ negotiation with the person on your l ef t .
yo~o~d do or say in the situation .
e ms c twns.
ee reak, relax - you don't need to do anything this time.

You remember You grab a

that you were quick coffee and
meant to phone spill it on your
a chent back jacket. Talk to
yesterday but you a colleague and
forgot. You know get them to lend
they'll be angry. you their jacket
"What would you for a product
say to the client? demonstration
you have to give.

I()
What would you A major client You give a
do if you had just phones to tell demonstration to
finished lunch you that he/ a m ajor client, but
with a major client, she is thinking the product doesn 't
but the restaurant of switching to work. Apologize
declined your credit another supplier. and explain to the
card and you didn't Convince the client client what was
have a cheque book to stay with your wrong (or go back
or any cash? company. t wo s quares).

I() 17 Ill
You stop the car for What would you You have a phone
tation
idn't
1e
the
two rn.inutes to drop
off a package. When
you return, a traffic
r(' do if a client came
to your office
for a meetiilg,
message from a
difficult client
asking you to
ithe warden is about to put but you couldn't call, but you don't
1g a parking ticket on remember their want to speak to
·hat your car. Explain the name and you them. Convince a
lone bad day you are having had to introduce colleague to make
oveback and convince them not them to a the call for you.
to give you a ticket. colleague?

,.._
?? 21
You forgot your best
tn
Your boss wants
friends What would
rbad you do if you friend's birthday. you to work late
rk. arrived home You're in a meeting all but you have an
1e of the from work aftemoon. Convince important social
itell and found your colleague to commitment.
tyou that you'd organize a present What would you
il done forgotten the for you to give. Offer say?
r. key to your to do a task for them
flat? that you know they
don't like.

II
 · Passives overview
A sking questions
El Themedia
B Communication strategies Clarifying
I] Interaction Dealing with a problem

news
Passives overview
Listening: News consumption
0 W hich of these ways of following news stories do you use?
Which do you prefer?

TV newspapers radio computer mobile phone tablet

fJ Work in pairs or small groups and discuss these q uestions.

How has t echno logy affected the following?
the way that we access the news
2 t he speed at which news sto ries are reported and updat ed
3 where and when we read , list en to or watch t he news

B >» 2 .7 A media analyst is giving a t alk about the way t hat news consumption has changed.
List en t o part 1 and mat ch the phrases to the topics.

1 I'm here to talk about ... a Habits and interaction with the news
2 Firstly, ... b Changes to the time spent consuming news
3 I'll start by ... c News consumption and technology
4 Then ... d Changes in the way news is obtained
5 Finally, ... e Opening question about headlines

a )» 2.8 Listen to p art 2 and decide if the following

stat ements are t rue (l} or false (F).
lJ >)) 2.9 List en t o part 3 and write notes on the
t opics.
1 Traditional news media are no longer popular. 1 The way that news was accessed in the past
2 More peop le watch news stories on TV than follow the 2 The way that news items are read now
news on the internet.
3 Changes in who manages news content
3 Newspapers are more p opular than news websites.
4 Women and m en use dig ital media to get news stories to I'J >»2.10 Listen to part 4 and answer the questions.
approximately the same extent.
1 How does the speaker suggest that people might use
5 Fewer young p eople use the internet t o view the news than the fo llowing ? Do you agree?
people aged 30--49.
mobile phones internet web sites newspapers and IV
2 What future challenges are mentioned?

II
 m

Grammar: P"assives overview

DWhich of the following sentences from the t alk use the
passive form?

1 News consumption has been affected by new t echnology.

2 News stories can be accessed w ith digital devices such as
smartphones.
3 The proportion of people who get their news o nline
cont1nues to grow.
4 Digital technology isn't used by a particular age g roup.
5 Ka~e our news habits been changed by the internet?
m Rewrite the sentences using passive forms. Use an it form of
the phrase in brackets to introduce the sentence. Only include
6 We can check news stories while commuting to work or the agent if it is necessary for the sentence to make sense.
college.
1 (People think that) 80 per cent of the population will use
7 It is thought that the internet will be used as a key news
mobile devices by 2020.
source for those in the 50-65 age g roup.
8 Individuals might use their mobile phone to read news It is thought that mobile devices will be used by 80 per cent
headlines on the move. of the population by 2020.
2 (People say that) internet service providers improved
[]Choose the correct alternatives in 1- 3 to complete the connection speeds last year.
information about the passive.
3 (People believe that) a new m edia consultancy has ca rried out
the survey.
The passive
4 (People understand that) the company is making a statement
1 We use passives when we are m ore interested in who today.
does the action I the action itself. 5 (People expect that) government m inisters will attend next
2 We use passives when we want to I don't want to p lace week's trade show.
emphasis on important information. 6 (People report that) a major cable company has launched a
news website.
3 We use by I with to say who or what is responsible for
an action and by I with to talk about the thing used to
perform the action.
Speaking: Giving a talk
In formal contexts, we can use it to introduce passive
phrases. This suggests a distance between the speaker and m Work in pairs. Use the information in t he Files t o
prepare a short t alk (five minutes) for or against the
the opinion.
It is thought I believed I said that ... following statement. Use the outline below to help you
structure the talk.
It is expected I understood I reported that ...
'People should be charged to use new s websites.'
»For more information on passives, see page 169.
Student A: Give a talk agreeing with this viewpoint. Turn to
File 50, page 123. Student 8: Give a talk disagreeing w ith
I Look at the examples of the p assive in exercise 7 again. t his viewpoint. Turn to File 78, page 129.
Say why you think the speaker uses it rather than the active.
Summarize key
ng
I Use by or with to complete the sentences.
Introduce the
subject
Briefly outline
main points points and II
1 The headlines were read _ _ the newsreader. • I'd like to talk • Let 's start by ... conclude

2 Can this device be used _ _ headphones? about ... l1\ • Now we'll move
]\
• To sum up .. .
3 The accident was filmed _ _ a passerby _ _ • I'm here to t ell
you about ...
rv onto ... v • To conclude .. .
asmall phone camera. • Next, we'll ... • What should we
conclude by this?
4 It is understood that the fire was started accidentally
_teenagers _ _ matches.
5 Theoil was cleaned up _ _ dispersants sprayed onto the
m Take turns to give your talk to your p artner. When
you are listening, write down a question o r comment and
;lick_ the emergency services.
introduce it at the end of the talk.

Do you think that people would be more or less relaxed if they were unable to
access news bulletins for a week?
-
II
 Asking questions
Listening: Interview styles fJ >» 2.11 You are going to hear two interviews
0 Work in groups. Look at the photos and discuss what is
Paul Valera, the founder of the production co~
P Valera Productions. Listen to the first •nto'"""'"""
happening in the three television interviews by studying the body
answer the questions.
language.
1 What does the interviewer accuse PauiValeraof
doing?
2 What are two possible consequences if PValeta
Productions is sold?
3 What problems were there in the interview?

EJ >» 2.12 Listen to the second interview. Which

interview was more successful? In which three
ways does the second interview differ from the fill!'
The interviewer:

1 uses phrases to show she is responding to

Valera is saying
2 uses interruptions to stop Paul Valera avoidi'19
answering the question
3 doesn't ask questions about controversial su~eas
4 doesn't use direct questions to introduce
controversial subjects

5 uses a variety of question types

D >» Use information from the second interviewto

complete the report on the Business Tonightwebsitt
Listen again to check.

business tonight
This afternoon, presenter Kirsty Green
interviewed Paul Valera, the ,_ _ _ of
P Valera Productions. Mr Valera confirmed
that he has recently been in talks with
giants of the media 2 . The
production company makes 3_ __
and 4 series that deal with
serious 5 . Despite interest in
his company, Mr Valera insisted that they
wou ld continue to make high 6_ __
programmes and denied that there would
be any staff changes to his 7_ __
or management teams. In addition, he
guaranteed that there would be no
a in the company.

Mr Valera m ade an exclusive statement

about his latest project, which is being
filmed in the 9 rainforest and
w hich he believes will be one of the most
amazing 10 documentaries ever
seen on television.
 m
wswith Q Make these (\Uestions \ess direct 'o~ us'mg em'oedoeo
1pany, questions.
~wand 1 Have profits increased this year?
Can you tell me ?
ra of
2 How much will the materials cost?

.Iera You don't know----· do you?

3 When does the seminar start?
Do you have any idea ?

nich 4 Are interest rates going to rise or fall in April?

of these Is it possible to tell us ?
e first?
5 How accurate are these projected figures?

..vhat Paul
D >» 2.13 Complete the questions from the interviews with Could you tell me ?
these words. Listen to check. 6 Will you have finished the report in time for the meeting?

are haven't isn't tell whether why you Let me know ____ or not.
ling

The timing is interest ing, ____ it?

fJ You are preparing questions to ask at a meeting. Look at
;ubjects the notes below and write a suitable q uestion in each case.
2 these accusations true? Use embedded questions t o introduce difficult subjects and
3 Could me it's true that an direct questions when you need f actual information.
offer has been made to buy your company? 1 estimate for building the new headquarters was incorrect?
4 would I change a winning team? Can you tell me whether the estimate for building the new
rview to headquarters was incorrect or not?
5 you been working on a secret programme in t he
website.
Amazon rainforest? 2 construction firm was not correctly supervised?

0 Match the questions in exercise 5 to the types of 3 mistakes were made?

question below. 4 number of contract workers who were employed?

Asking questions
5 amount we'll be over budget at the end of the project?
6 date the new headquarters will open for business?
a Direct questions - to find out specific information

b Embedded questions -to ask q uestions in a less d irect

and more polite manner
Speaking: Difficult interviews
c Negative questions - to express surprise or disapproval,
or to check information £i] Work in pairs. You are going to roleplay two
int erviews f or a business news website. Read t he
d Tag questions- to verify that the statement that we've
made is correct information and prepare questions individually. Then
roleplay t he interviews wit h your partner.
e Rhetorical questions- a statement formulated as a
question but which does not require an answer Interview 1
Student A: You are the interviewer. Turn to File 10,
» For more information on asking questions, see page 115. Student B: You are the interviewee. Turn to
pages 163-164. File 39, page 121.

Interview 2
fJ Complete the conversation with the correct negative Student A: You are the interviewee. Turn to File 94,
question or tag question. page 133. Student B: You are the interviewer. Turn to
A: _ _ _ you say that you used to work in Toro nto? File 51, page 123.
B: Yes, for a couple of years.
A: You were based in Montreal for a while, too, 2·_ _ _ _ ?
m Did you find it easier to be the interviewer or the
interviewee? When you were being interviewed, which
B: That's right. I really enjoyed it. questions did you find it most difficult to answer?
A: Do you remember Sunil and Alice? They worke d in the
same department as you in Montreal, 3 ?
8: Yes, they did. You don't happen to have t he ir address,
4
ever _ _ _ ? /lost contact with them.

A: - - -you heard? They'll be at the sales conference in What qualities does someone need to be good at
Dubai in May. interviewing people? Think of an example of a TV or
B: Really? That's good news. We'll have to arrange to have radio presenter who does or doesn't do their job well.
lunch together, 6 ?

II
 The media
Reading: Posit ive and negat ive reviews
0 Read the reviews about a TV programme and
the t able t o show how the reviewers' opinions differ.

Review 1 Review2

Plot

Main character

Setting

Who the show is

aimed at

Word focus: TV pro g rammes [ Review 1 ]

. .. .
0 We can watch TV and films in a number of different ways Viewers will immediately bE: hooked by this
t hese days, using lapt ops, portable DVD players and mobile new series. The opening episode introduced
t echnology. What do modern programme makers need t o us to Lara, a troubled and secretive heroine.
consider when making programmes that will be shown on Forced to leave her job as a nurse in order
different sized screens? to find her irresponsible younger sister, Lara

fJ >» 2.14 Listen t o five extracts from TV programmes. Put arrives at a mysterious house in Scotland. The
five of the following t ypes of programme in t he order t hat location is atmospheric, with fog rolling in from
you hear them, 1-5. A dd t wo more types of programme t o the sea. This is a complex and fascinating
the list. story, which is beautifully acted. If you like

Documentary Murder mystery explosions and car chases, then this serial
probably isn't for you. However, if you enjoy
Costume drama _ _ Arts programme
well written drama made for adults rather than
Sitcom Rea lity show teenagers, then give this a try.
Talent show Game show
Chat show Current affairs programme _ _
[ Review 2 ]
B Work in pairs and discuss t hese questions. Who watches programmes like this?
1 Which sorts of programme are most I least expensive those over f orty who have nothing better
to make?
2 Which types of programme attract the biggest audiences? introduci ng t he main character, Lara, a
3 If you worked for a production company, which typ es of who travels t o Scotland in search of her
programme would you recommend that they make more of? sister, Eliza. She arrives at a dark and
manor house where most of the action
IJ We can use the words in the box to describe what is
happening in a programme. Complete t he descriptions with
the words. fun loving. Unfortunat ely, the viewers
get to meet her. Instead, we have Lara,
about characters episode plot setting is aggressive to everyone she meets as
being unbelievably annoying. The
1 The ____ is an old castle in t he mountains. It's very
character and setting would be less ·
atmospheric.
storyline was better written. But the
2 The p rogramme's _ _ __ a fire station and the people episode was slow, boring and puzzling. I
who work there.
no idea what was goi ng on. Watching
3 There are two main _ _ __ - they're twins who share an would be more interest ing than spending
apartment in LA.
evening watching this.
4 It's an interesting : a man wakes up in hospital
but he's lost his memory and the police think he's a murderer.
5 Last night's was the final part of the series, but it
wasn't a very good ending.
fJ Tell your p artner about a programme that you haw
recently wat ched and eit her really enjoyed or
reasons for your views. When you are listening, ask
about the programme.

II
Word focus: Evolving English
fJ The English language continues to evolve. There are over a million words in
the English language and a new word is created every 98 minutes. Choose the
correct new word or phrase (a-c) to complete the review extracts below.

a programme leaping b channel hopping c satellite jumping

2 a brunch b dunch c !inner
3 a sofa cabbage b armchair apple c couch potato
4 a webiquette b net iquette c interquette

mverymost
As viewers have noticed, there was
will
little to watch last night. a result, As
@] While my friends decided to go out to a
club, I spent the evening sitting with my
I harclly watched any show for more than two
minutes and spent the evening until feet up, watching old movies on TV. r must
admit, now and then it can be very relaxing
it was time for bed. being a _ __ _

0 This band knows h ow to make albums

(I) The new website will be useful to all
that make listeners feel good. This is the
perfect music to p lay on a sunny morning· international business people. One helpful
while having with friends. article explains the importance of being polite
in all internet communication and contains
some very useful tips on _ __

llJ Which words in exercise 7 do these things?

a join two words together, e.g. sitcom (situation+ comedy). Which two words do they join together?
b create a descriptive or visual image, e.g. murder mystery

fJ Look at these words and phrases (1-8) that have come into use in recent times. Match them to the definitions (a-h).
infomercial a word or phrase that is used a lot in the media or business
2 telethon b all day and all week
3 multi-tasking c a long, factual advertisement on television
4 mass media d data about a person on social networking sites and web pages
5 buzzword e a charity event broadcast on TV that lasts hours or days
6 digital footprint f someone who says they like you but also seems to hate you
7 frenemy g ways of communicating to a large audience
8 twenty-four seven h do more than one thing at the same time

Speaking: Create a new word

II!] Work in groups. Choose two words to join together to make a new word or phrase.
Write a definition for each new word.

m Join with another pair or group. Listen to the new word that they have created.
• You get two points if you can identify the two words that they have joined together.
• You get t hree points if y ou can correctly guess the m eaning of the new word.

Do you _think it is a good idea for a language to adopt words or

express1ons from other cultures I languages 1 countries?
 ~~"-~, ,,, ","""'''" "' '' '

8 Communication strategies
Reading: Avoid misunderstandings
0 Work in pairs and discuss these questions.
1 In your experience, when are misunderstandings most likely to occur?
a on the phone b in writing (messages I notes I emails)
c when speaking to some one face-to-face
Why do you think this is?
2 Who is responsible for making sure that understanding is clear in a conversation:
the person giving information or the person receiving information?

fJ >» 2.15 Listen and match the speakers to four of these topics.

expenses sales figures

Speaker
. ... I
2
social
medical arrangements
3
4
travel computers

EJ >» Listen again. What information might be unclear to the listener?

CJ Work in two groups. Group A, brainstorm ways that a pe rson giving information can make sure that they are getting
t heir message across. Group B, discuss ways that the person receiving information can make sure they understand.

(;J Look at the tips for clear communication be low and complete the information with these headings.
Forget blame Be specific Ask questions to clarify Check understanding Summarize and signal

EJ Do the t ips mention any of your ideas? Which tip refers to both the speaker and the listener?

2 ________________
t ________________ • Misunderstandings can occur when
people use vague or approximate
• When you 're trying to get your la nguage. Give enough information
message across effectively, so that your m eaning is cle ar.
it's not a good idea to try to do • Is there anything in the
• If a mis understanding occurs,
more than one thing at a time. voice or body language that
apologize and try saying it again in
• Concentrate on what you a different w ay. suggests that they are
are doing at the moment and problem understanding?
what you want to say or write. • Stop and ask questions to
check whether they need am

4 ________________
• Reformulate important
information to check that you
Tips! information or clarification.

6 ______ __
• If there is a misunderstanding,
have understood correctly.
work together to communicate
• Use body language such as 5 ________________ effectively.
nodding or verbal responses to
show that you understand. • Identify areas where you • Remain polite. Solve the problem
need more information or rathe r than focus on who is at
clarification. fault for the communication
breakdown.
• Use questions to ch eck or ask
for more information.

11 11111111111 II II
 That wasn't what I meant
16 Listen to a phone conversation between two Speaking: Can I clarify that?
What are the three misunderstandings? Which is
heading in exercise 5 t hat the speakers follow?
m Work in pairs. Look at the two messages that have
been left o n an office desk.
~2.17 Now listen to another version of t he conversat ion. Student A: You have been out of the office all morning.
do they do differently? Is there any difference in the Talk to your colleague and clarify the information in
.,akers' attitudes in the two conversations? t hese messages t hat he/she has left for you.

fl Complete the phrases from t he second version of t he Student B: You are the colleague. Turn to File 52,
conversation and put them under the correct heading in t he page 123 and answer your partner's q uestions ab o ut
table. Use the audio script on page 151 t o help you. t he information.

1 Could Ijust a few things?

2 If I understand _ _ _ 'Phone rne~ge Note
_ _ _?
J!-1: cancel meeting with paper New catalogue pictures mi!:sing -
' That wasn't what I _ _ _ SUpPlier .:.!:'1 nttri.W9 ! ~1Jrior6grJprrerL.Opr&(
_ _ _ to say was ... Coniirm orders fur media Find DVD irMges.
advertiSing web 1V? • t.
6 I___ you mean ...
.. Olea lclij publication date with the printers
!-lope aft clear.

8 Can you tell me a little more _ _ __ ... ?

-- ~ department- ask fur confirmation
ofartwork budget 2CP. 30?

9 Doyou _ _ _?
10 Thats all now.
m Work in pairs and roleplay a telephone conversation
to check inform atio n.
Clarifying ·
St udent A: You work for a media sales company which
Check the listener Reformulat e to.checl< (the organizes advertising for international companies. You
understands: informat ion you've b een given): received the email below from a client , but some of it is
So, you're saying that ... unclear. Phone to clarify the information.
Is that dear?
1 Are you with me? Is that correct? Student B: You work f o r Diego Tyres. You are the client
of a media sales company w hich organizes advertising
for international companies. You sent the email below.
Clarify meaning (when Ask questions Turn t o File 53, page 124 and answer your partner's
giving informat ion): to clarify: questions about the information.

Ithink there's been a Can I check what you mean

misunderstanding. by ... ? [](If]
let me put that Do you have any more
another way ... information on ... ? Hi
The other thing I wanted to
I've had some thoughts about possible changes
check was ... ?
to forthcoming advertising for Diego Tyres.

1 Magazine
j Respond: Stop advertisements in That Car!
I Move to Speed and Travel from next mth.
Oh, /see. I see what you mean. Oh, of course.
Colour not b/w. Full pge not half.
I,
Position= back (if poss).

1m Work in pairs. Take t urns to explain one of the 2 TV commercial

following to your partner. When you're explaining, check Keep same time slot (8.30) but change day
ng, understanding and clarify meaning as necessary. When Thurs • Fri
ate yoo're listening, ask questions and reformulat e t he
3 Online
information to check you have understood.
Website - Car Crazy? Wrong for our market?
oblem 1 the rules of a game Other possible blogs I websites?
1 how a device or gadget works Let me know what you think.
1 aprocess
Regards
1 atheory
1 something else

Ill IIIII Ill Ill

 8 ~ Interaction Dealin-g with a pro_b{~~~:~

Passives overview page 8 1 + Grammar refe rence, page 169

Asking questions page 83 + Grammar reference, pages 163- 164
Clarifying page 87

Reading: A safety incident II Read the news report on a website about an accident
D Look at the photos from a brochure offering at the Waterside Activity Centre and the comments that
have been a dded. Discuss the questions.
team-building courses at an outdoor activity centre.
Which activity would you most and least like to take 1 Has the Waterside Activity Centre got a good reputation
part in? for safety? What makes you think this?
2 What proble ms could t he article cause for the activity
centre?
3 The activity centre states t hat it will 'look into the incident'.
What is the first ste p it should take to do this?

Breaking News ...

Accident at local activity centre
More problems for the South East 's biggest
a ctivity centres.
After two previous safety incidents last year, there
was more unwelcome publicity for Waterside Activity
Centre yest erday, following reports of an accident
during a team-building exercise. Initia l reports
suggest that a team member may have been injured
during a caving activity. An ambulance was seen
leaving caves near t.he centre. The injured party
has been identified as Sam Hughes, an employee of
Centara Insurance. Waterside Activity Centre has said
that it will look into the incident and will release a
statement at a later date.

[email protected] two nunutes ago

Would11't it be a good idea to wait for more mfo before
jumpmg to conclus ions?

[email protected] five minutes ago

Was there 2 wks ago. Ve1y big groups and the
mst.ructor seemed pressurized to get through the
a ctivity as quickly as possible.
[email protected] ten minutes ago
Seems a bit harsh JJ. Accidents usually happen due
to a combination of factors. I was at Wate rside on a
training day a few months ago and il seemed pre tty
chaoti c.
fJ Rank the activities in order of how dangerous you think [email protected] twelVe minutes ago
t hey are (1 = most dange rous, 4 = least dange ro us). Compare Agree KIVIV. Accidents like this r often due to
your ideas with a partner. participants treating it as fun and games and not
B Work in pairs. Choose one of the activities and carry out listening to basic safety instmctions.
a risk assessme nt, listing at least five things t hat could go Kmv@ gomail.com fifleen minutes ago
wrong. What could t he organization running the activity do Swprised to read this. Our company took part in an
t o make sure that it is as safe as possible? You can include event t here last year and found the instm ctors very
these t opics. professional, with high safety standards.
training safety eq uipme nt e merge ncy p roced ures

II.
Listening: Clarify events Speaking: Ana lyze the problem
liJ >~ 2.18 Listen to a conversation between the D Work in two groups. Decide what questions need to be asked
Health and Safety Officer at Waterside Activity Centre to clarify how the accident happened.
and the Training Coordinator at Centara Insurance,
Group A: Suggest questions to ask Sam Hughes.
the company that employs the injured team member.
Group B: Suggest questions to ask Zaheer Kumar.
Answer t hese questions.
1 Which two things happened to Sam Hughes during [J Work in pairs, one person from Group A and one from
the caving trip? Group B, and roleplay t he interviews.

a became ill Interview 1

St udent A: You are the Training Coordinat or. Interview Sam and
b got lost
clarify details. Use some of the questions t hat you d iscussed in
c broke leg your group.
d lost torch Student B: You are Sam Hughes. Turn to File 54, page 124.
2 Which two things are different between Zaheer's Interview 2
account and Sam's account? Student A: You are Zaheer Kumar. Turn to File 82, page 130.
a location of accident Student B: You are the Health and Safety Officer. Interview Zaheer
b length of safety talk and clarify details. Use some of the q uestions that you discussed in
your g roup.
c number of people in group
d whether or not group was told to check equipment fJ Discuss how an incident such as this could be avoided in the
future.
f:J >» Listen again and decide if these statements are
true (D or false (F). Correct any false information. Writing: Memo - make recommendations
1 Sam is getting better in hospital.
2 Sam might not have been listening carefully to the
1m You are the Health and Safety Officer at the Waterside Activity
Centre. Write a memo to your management team.
safety talk.
Outline information on the following:
3 It took Zaheer 20 minutes to discover t hat one of the
group was missing. • what happ ened

4 There was a quick response in getting medical help. • factors that contributed t o t he accident (look at the Files again to
help yo u)
5 Sam followed signs to get out of the cave.
Make recommendations to improve procedures in the fut ure.
6 Sam entered an area where visitors were not
Include ideas about the following :
permitted to go.
maximum size of group, safety ta lk, how to check if a group
member is missing , when a missing person search should st art,
what an instructor should have in case of emergency, who should
they contact first I next.

II
 D Complete these sentences using the second or third 6 It's a very popular restaurant
sometimes b e slow.
the

conditional.
a unless b when c although
1 If you left the house on time, you (not be) late for
work every day. 7 The weather might be fine at the moment but
snows th is afternoon?
2 The team (visit) the new headquarters in Rome if
their flight hadn't been cancelled. a what if b in case c as if

3 We ([possibly] win) the cont ract if we'd spent 8 The financial markets are strong but _ __
more time on t he presentation. gold suddenly falls?

4 If you'd ent ered the competition, I'm sure you _ _ __ a in case b supposing c although
(come) first.
~~ Read t his extract from a memo and then rewrite
5 The client would have called you back if you _ _ __ sentences in italics using the passive.
(leave) a message when you phoned him.
6 If the seminar finished by five o'clock, they (be)
able to meet at the cafe afterwards. After consultation with the local community, we
have decided to purchase land on which to extend
7 If the building (not b e completed) on time, we
our present facilities. 1 A local contractor has carried
would have cancelled the launch party.
out a full survey. 2 We intend to invite construction
8 I think people ([possibly] get) in touch with us if companies to bid for the contract. The deadlinefor
our contact details were more clearly d isplayed. the submission of bids is 1 October. 3 We hope the
successful company will start the building work
fJ Choose the best option to complet e these sentences. as possible. 4 We expect that the constructioo wo~
1 If they hadn't changed their marketing strategy last year, will continue until next autumn.
they probably wouldn't be I have been the market leader 5Reports say that the design of the present offices
today.
caused many problems. The new building will resolve
2 If I'd won I I win the compet ition, I'd give you half the prize many of these issues and all staff will have larger
money because you were such a help. workspaces. 6 However, we expect that the building
3 If the team hadn't promised I hasn't promised such work may cause a certain amount of disruption.
7 We have already made plans for dealing with this.
impressive profits, the shareholders wouldn't expect such
generous returns now. We apologize in advance for any inconvenience the
building work may cause.
4 They should've stopped and helped if they saw I have seen
6 Hilary Rocha is coordinating the project. Please
that there was a problem.
cont:!ct her on extension 3046 if you have any queries.
5 We could be on a b each right now if we hadn't missed I
didn't miss our plane.
6 If staff want ed a pay rise, wouldn't they have agreed I
agreed to work longer hours? 1:1 Complete these questions with words or phrases
from the b ox. You do not need to use some of thewords
EJ Choose the correct word or phrase to complete these or phrases.
sentences.
couldn't didn't have haven't if isn't it or not
1 The economy may continue t o recover we may
say tell whether weren't
consider raising int erest rat es in April.
a supposing b in which case c although 1 Could you clarify you paid the money by
2 You can finish early today all the important tasks by credit card?
are completed. 2 Did they confirm whether _ __
a provided that b unless c in case 3 Can you me the name of the company,
3 Make sure that you call me you get there. 4 You have sent the marketing report to the client,
a unt il b whether c when you?

4 Employees won't reach their potential they are 5 Viewers would like t o know rt:'s true that you
given adequate support and training. signed the document.

a although b unless c supposing 6 The view from your office is wonderful, _ __ ?

5 I'll bring a spare key we get locked out. 7 You sent the client the contract, you?

a in case b in which case c as long as 8 You were based in Shanghai for a year, _ __ yoo?

II
 rJ Find ten words connected to the media in the word fJ Complete this telephone conversation with the phrases
square, to help you complete these sentences. a-j.
1 A___ show is where amateurs can sing, dance A: Hi, I'm calling about the statement that I received from
t - - - it or do other things they are good at. your company yesterday. 1 ?
B: Of course, how 2 ?
2 The_ _ _ is the main events of a story.
A: Well, looking at the statement, if I 3_ __ _ ,, you've
3 The main _ _ _ was played by Johnny Depp. charged me twice.
4 My brother watches lV all day- he's a real _ __ B: Are you 4 _ _ _ _ you were charged for the same item
potato. two times? 5 ?
A: No, that's 6 . The total of everything I bought has
5 When viewers want to laugh, they usually watch
a___. been charged twice. Are 7 ?
8 : Oh, I think I see 8 . You were charged double the
6 Iprefer programmes which analyse business, news
and ___ affairs. price for one of our products.
7 Several celebrities were interviewed on last night's A : No, listen, let 9 • I bought ten items and each item

_ _ show. cost £35. Your company has charged m e for twenty items
and has taken DOO from my account.
8 Some people can get irritated when the person they
8: Ah, I'm 10 now. I do apologize. I'll take your
watch 1V with starts hopping.
details and order a refund ...
9 The _ __ for their film is a spooky old house during
aterrible storm. a saying t hat

10 The Belgian detective had to discover who killed the b you with me
famous artist; it was a rather silly murder _ _ __ c can I clarify a tew things
d what you mean
M c H A N N E L v s e not what I meant
f me put it another way
s y s I T c H p F E
g understand correctly
v E I H c u 0 c L T h is that correct
with you
c H T E R D u H w T
can I help
D w c A p c H A I I
I] Put each word in the box int o the correct group
according to its stress pattern.
c u 0 s L N I R N N
construction chaos terminal technical cancellation
u H M I 0 E w A G G assessment leisure understanding connection
departmental internet controversial mobile
R J A T T Q N c H A escorted officer statement headline consumer
accidental networking
rR M B T M I s T E E

Oo Ooo oOo ooOo

A u y 0 c H A E y B
airport passenger procedure conversation
N p L T N E R R u c
M y s T E R y L A T

II
 · Making predictions
: Modal perfect
13"' Breaches of privacy
8 Communication strategies Indirectness
0 Interaction Monitoring at work

and privac·
D Which of t he predictions in exercise 3 do
Making predictions also b e true for your country? How would you rewritette
ones t hat you think are not true?
I think it's unlikely that credit card payments will
Listening: Plastic m oney in popularity.
D Choose t wo questions and discuss t hem. > In my country, credit card payments definitely wool
decrease in popularity.
1 How do you think credit card security is going to improve?
2 In your opinion, is there going to be more or less credit Grammar: Making p redictions
available over the next couple of years?
3 How do you think the way people pay for the things they buy D We use t he p hrases you completed in exercise
is going to change in the next few years? how sure or not w e are about the predictions we
t he numbers of the phrases in what you feel is the correa
4 What do you think will happen to debit card customers in the
place o n the line. Then read the notes below.
years to come?

fJ >» 2.19 Listen t o people in t he street answering t he sure something 4 - - - - - - - - - - - - '

will happen
questions above. M atch each answer t o t he appropriate
question.

Interview A = Question _ _ Interview C = Question _ _

Predictions a nd probability

Interview B =Question__ Interview D = Question _ _ We can make predictions and express degrees of
probability in various ways.
EJ >» Listen t o t he interviews again and complet e t he 1 We can use these m odals (see Unit 2): may I may~
sentences.
might I might not; could.
1 I think it's ____ t hat credit card payments will d ecrease in Scanners may I might I could replace traditional credit
popularity. cards. (= it is possible)
2 It's ________ that more and more consumers will Scanners may well I might well I could well replace
turn to mobile banking. cards.(= it is more sure- the addit ion of wel/signalsan
3 So, really, _ _ _ _ _ _ whether access to credit will be increased feeling of certainty)
easier. 2 We can use will I won'ttogether with an adverb.
4 For those who have credit cards, it be It will definitely be more difficult to spend.
more difficult to spend . Plastic cards probably won't be safer to use.
5 Well, p lastic cards won't become any safer to use- Security will certainly continue to be an issue.
t hey'll continue to get stolen or lost.
Note that such adverbs normally come after will but
6 So there's _ _ _ _ b e a great improvement in before won't.
security in the next few years.
3 W e often use a lexical phrase: it's (highly I quite)
7 The number of credit card customers is to decline that I it's (quite) probable that I I doubt whether I
sharply over the next few years. (little I not much) chance of I there's sure to be, etc.
8 It's that d ebit cards will b ecome
>>For more info rmation on predictions and
everybody's preferred plastic.
see pages 166-167.
 m

( Comqlete the second sentence in each pair so that it means Speaking: What does the future hold?
lbout the same as the first sentence. Use between three and five
words, including the word given. fJ Work in p airs. W hich of t he words or phrases from
the Grammar t able would you choose instead of will in
1 I don't think parking meters wil l ever accept credit cards.
these sentences? Discuss your o pinions.
doubt The internet w ill have very serious problems.
_ _ parking meters will ever accept credit cards. Credit cards will disappear completely.
2 Consumer card usage wil l drop sharply. Most people wil l choose security over privacy.
sure Intelligence agencies will be able to scan irises from a
There _ _ _ sharp drop in consumer card usage. d istance.

3 Credrt cards are going to become less available and more Artificial noses in doorways will identify people by their
~sive. unique body odour.

bound Everyone will have a b iometric identity card.

you think may
Credit cards _ _ _ less available and more expensive. A: It's highly likely that the internet will run into
rewrite the
serious problems.
4 Banks will never value low-end, high-risk customers.
8: Why do you think so?
s will decrease chance
A:Well, ...
There's _ _ _ ever valuing low-end, high-risk custome rs.
won't ~~ Writ e your own predictio ns fo r the d istant or
5 Banks are unlikely to discontinue all their reward programmes.
immediate future about t hree of t hese t opics.
probably
• yourself
Banks _ _ _ all their reward programmes. • one of your colleagues

3to show
6 l"m sure credit card fees will increase significantly. • a member of your family
make. Put definitely • a celebrity of your choice
t he correct • a polit ical figure of your choice
There _ _ _ increase in credit card fees.
• your favourite football team
7 don't think I'll apply for a credit card. I'd be in the red all the time!
sure something • the euro
unlikely
won't happen • the Chinese economy
_ _ I'll apply for a credit card. I'd be in the red all the time!
Then work in pairs and discuss your predictions.
8 Paper money probably won't disappear in the near future.
A: I'll definitely start learning to play tennis.
likely
of B: Really? Why tennis?
_ __ disappear in the near future.
A: Well,/ ...

may not;

but
 Modal perfect
Reading: Security? What's that?
0 Answer these questions.
1 Where do security breaches usually happen?
2 What famous security breaches have you heard of?

fJ Read the article and discuss these questions. A man impersonating the Kentucky ~~
1 sanders manoe~
1 What did the UN security guards do wrong? Chicken founder Co1one . Yort
the UN headquarters lfi New
t
to en er ·a1
2 How do you think the actor felt before, during and after this and shake hands with a senior offtcl .
promotional stunt?
·n tho fast food icon's familiar
Dressed 1 ' ' r
EJ >» 2.20 Listen to Renata Miller, an American marketing white suit and black boW tie, the acto '"
executive, give her views on t he incident at the UN. How evaded tight securtty. to ga in access to ""
positive or negative do you think she w ill be? restricted areas of the complex. He ev;~
r a photograph with the presl
posed fo b £ re the
Grammar: Modal pe rfect of the UN General Assembly, e_ o
. ...
alarm was raised and he was eJected.
IJ >» Read the information in the table. Then listen again th UN said that an
and complete the examples. A spokeswoman for e . •••
launched mto -
investigation h ad b een t
Modal perfect security breach, which was dream upt
.tty stunt. 'It should no
KFC as a public
We form the modal perfect with modal + have + past
have happened,' she said.
participle.
We can use the modal perfect to:

1 criticize or comment on past actions.

This security breach 1 not _ __ _ happened.
The guards 2 the actor's
identity.

2 speculate about events in the past.

The whole idea 3_ _ _ _ _ _ _ _ _ _ _ _ a terrible
failure.
I think the guys behind the stunt 4·_ _ _ _ __
_ _ _ everything very carefully.
It s ____ ___ _ easy to find an actor
willing to take the risk.

>> For more information on the modal perfect, see

page 167.

IJ Complet e the modal perfect forms to make meaningful

sentences.
1 I can't access my online account. I ____ - - - -
keyed in the wrong password.
2 Good thing you didn't press those two keys together. You
________ erased all the data from your hard drive!

3 Last month, ten people managed to enter the building

without a pass. The head of security been
too pleased with the guards on duty!
4 I'm afraid it's too late to sign up for the computer course.
You done it last week.
5 Milo been utterly exhausted . He
literally fell asleep at his desk!
6 You given him your password. What if
he wasn't from the IT department as he claimed to be?
 Match anoun from Box A to a noun from Box B to make
nouns. Then use them to complete the article below.

B
workers
word
friend
teams
names

Speaking: Stories from keywords

Asweet way into 0 Work in groups of t hree. Take it in turns t o ask and
answer questions about t hree real stories of security

people's PCs breaches.

Story 1:
Asurvey of' Student A: Turn to File 11, page 115. Students Band C:
.. --- found that 71 per ce 1
were wilhng to reveal their 2 f b n Turn to File 28, page 119.
choc or a or of
wh' ~lot~. Workers were asked a series of questions Story 2:
IC Inc uded Whars your password?' to wh. h Student B: Turn to File 49, page 123. Students A and C:
37 per cent immediately gave their pas~~ord l~cthey Turn to File 56, page 124.
. refused, the researchers made a comment like Story 3:
lfs to do with your pet or child's name' At th. Student C: Turn to File 90, page 132. Students A and B:
further 34 p · IS,
Turn to File 95, page 134.
. .er cent revealed their passwords, but
. Wllhm seconds that they hod been token in,
they should have been more careful M
1[;1 Work in groups of three. Reflect on the different
the · · f h · any people in your stories.
ongm o I eir passwords, such as 'm
-Arsenal' 'm J , Y How would you criticize the following people?
co , Y s name - Sarah'. The
m_mon password categories were relatives' • Haisong Jiang
fnends' 4
--- , followed by
• the Newark Airport authorities
- a n d pets. One of the most
passwords was ... 'password'! • the Salahis
• the White House security officers
• the Slovak authorities
• the Irish police
Haisong Jiang shouldn't have gone into the secure
area.
2 Speculate about how the following people felt after
many different internet passwords do you use? How
the event.
remember them?
• Haisong Jiang
you evaluate these passwords in terms of safety
• the passengers at Newark Airport
mariedeschamps (= user's first name + surname) • the Salahis
bw.-golf&4701 (= user's car + & + last four digits of • the White House social secretary
oomber plate) • the Slovak authorities
c 21August1990 (=user's date of birth) • the Slovak electrician
dgnger (= user's eat's name) Haisong Jiang must have felt sorry for what he did.
t 1023rfg$nsq%&zx495 The passengers can't have been too pleased about
f Jltermilan (=user's favourite football team) the delays.

• What could organizations do to help employees with internet security issues?

• What do organizations do to ensure the personal security of their staff?
•

Listening: A Bigger Brother Word focus: The law

0 Discuss these questions. 0 Choose the correct option to complete
these sentences from the radio news item.
1 How important is privacy when you are a high-
school student? Then go to t he audio script on page 152 to
check your answers.
2 What do schools and parents sometimes do that
makes teenagers feel their privacy is being invaded? 1 The parents of a high-school student from
Philadelphia have made I filed I complained/
3 Should school authorities carry out any kind of faced a lawsuit against the school district.
surveillance on children?
2 He was charged I sentenced I judged I
fJ >» 2.21 Work in pairs or in small groups. Look accused of bad behaviour in his home.
at these keywords from a radio news item and t ry
to predict what the news item is about. Then list en 3 The only evidence the school was able to
and check. present I judge I make I examine to support the
accusation was a photograph taken from the
school webcam laptop lawsuit home webcam embedded in the laptop.

4 Blake's lawyers have also expressed serious

IJ >» Listen again and answer these quest ions. concern over the officials' actions and said they
could face criminal trials I cases I charges I
1 What was special about the laptop the school verdicts.
district g~ve t he students?

2 How d id the student and his parents discover

that the computer was equipped with security
software?

3 How did the school authorities justify their

actions?

4 How widespread does this kind of surveillance

technology seem to be?

a Discuss these q uestions.

1 Were the student and his parents right to go to

court?

2 Would the school's actions be legal in your

country?
Myoudon't withdraw your allegations, a that the defendant intended to cause bodily harm.
It's hgh~ likely that the case will be heard b her bank account had been accessed fraudulently.
c over its failure to protect its workers.
The company faces a number of lawsuits d he'll certainly cont act his lawyer.

The prosecuting lawyer managed to prove e charges of corruption and money laundering.

She produced evidence that f in the Court of Appea l.

Complete this extract from a newspaper article with the verbs in the box.

brought charged faced heard intervened removed

incident at a school in Turin caused outrage in Italy. Four boys

teasing another boy, who has Down's syndrome. A three-minute
phone recording of t he incident was uploaded to the Internet, where
by thousands of users over almost two mo nths before being
by the Internet company after the Italian government and police
An Italian prosecutor then 3 criminal charges against
executives. The four executives were 4 with criminal
against the disabled boy and with breaching the Italian privacy
5 up to three years in prison if found guilty of charges
and of failing to protect the boy's privacy. The case was
at the Milan criminal court in February 20 I 0.

Go through exercises 5, 6 and 7 and comp lete this re co rd of some of the collocations that you came across.
to f _ a lawsuit (against somebody) 6 to d charges
7 to b ____ charges (against somebody)

toP--- evidence 8 tow_ _ __ allegations

toP--- evidence 9 to h,____ a case

to f_ _ charges

Work in pairs. Consider carefully the Blake Robbins vs. Lower Merio n Scho ol District case in exercises 2 and 3.

• First, discuss the case. What do you think the outcome was?
t Then, compare your verdict against the actual court ruling (File 57, page 124). Any surprises?

Work in new pairs. Consider the case in exercise 7.

t Ftrst, discuss the case. What do you think the outcome was?
• Then. compare your verdict against the actual court ruling (File 22, page 11 8). Any surprises?

m Work in small groups. Telecomm uting (i.e. working at hom e using a co mputer connected t o a company's main
• ) is a rapidly growing trend in a number of countries. It is said to be 'the future of wo rk'. But how sho uld
anployers monitor t elecommuters?

t Discuss the pros and cons of equipping telecommuters' computers w ith a webcam which would allow employers
to monitor them.
• Makesure you look at the issue from both the employer's and the employee's point of view.

Some people say 'If you have nothing to hide, yo u have nothing to worry about'.
What do you t hink?
 '' < ' - '" '' ~ •

·9 Communication strategies Indirectness

Listening: Requests
0 Work in pairs. Look at these situations and answer the questions.

1 At work: Marianne's computer

2 At work: Rick has a problem 3 Shopping: Anya, the customer, has
has just frozen and she doesn't know
changing his computer password. decided to buy the Vectra anti-virus
what to do about it. She asks Geoff,
He calls someone from the IT software package. What could she~
a colleague, for help. What could
department for help. What could to the shop assistant?
she say?
he say?

EJ >» 2.22 Listen to the conversat ions f or the three D >» Listen t o the conversations again and complete the
situations in exercise 1. Work in pairs. Did t he people say examples in t he table.
what you expected? The conversations were all natural
except for one. Which one do you t hink it is and why?

B >» 2.23 List en t o someone talking about t he way

English speakers make req uest s in exercise 2. Some 1 2_ __
A: bother you,
t hings she says are correct and some are wrong . Which 3_ _ _
do something for me? Would you
ones are wrong?
at it when you have a minute?
D >» Listen to t he f irst part of the commentary again 8: 4
at all.
and complet e the summary.
2
In most Eng lish-speaking countries, the way in which
we express requests is influenced by at least th ree A: I know you're very busy, but do you think 5_ __
1 go through this translation for me?
----
8: No problem.
• the 2_ _ _ _ between the interlocutors (the greater
the social 3 , the more formal the language)
3
4
• relationships (do the interlocutors have 6
A: I if you could 7_ _ __ do some overtime on
____ 6 and power, or is one inferior
Thursday and Friday, 8_ __
and the other superior?)
8: 9 , I've gotto be home by SIX
• the 7_ _ _ _ of the request (are you asking for a big
Thursday evening. We've got a family reunion.
or a small 8 ?)

Think about your culture. Are requests inf luenced by

4
A: 10 I ask you something? 11 _ _ _ it be all right~
the same or other factors? In w hat ways?

a >» 2.24 Listen to four conversations bet ween

colleagues and decide what the request s are ab out.
I copied it onto my lapt op?
8: I'd 12 to help you, but I'm l3_ _ _ itwasonlya
trial version.
N umber the topics 1-4 as you hear t hem .
• Instead of starting a req uest simply with Could you, we often
• working overtime
use an 'opener' (e.g . I wonder if you could I Do you think you
• working during the coffee break could, etc.). We may also use a 'softener' before the opener to
• translating a letter from Russian into English show we understand that the hearer might be inconvenienced
• sending out conference invitations by our request (e.g. I know you're busy I Sorry to bother you, et
• installing computer software • Somet imes, instead of expressing a req uest literally, we just
• editing some photos give the hearer a hint:

• copying a computer program A: It's rather cold in here. (= Could you shut the window~
• checking a t ranslation

11111111111 1111
 Sounding less direct
Work in pairs. Look at these requests, which are not expressed d irectly.
are these people requesting? Can you 'd ecode the hints'?

I 4 Erm ... Have you t

3 It's dark in here, got a minute? ~
2 Those biscuits )
isn't it?
look deliciou~

Work in pairs. How would you turn these requests into 'hints'?

3 Would you mind

1 Do you think I could 2 Can I help myself t helping me move this
borrow your camcorder to some fruit?~ 4 Could you lend \
for the weekend? desk over there?
me 20 euros?

Here is an extract from a conversation between two managers discussing surveillance.

lines in the correct order.

A: Don't worry about the unions. We a/ways win them over.

A: Idoubt it. Cameras are a powerful deterrent. And they are the cheapest solution.
A: Right. But first we need to think about our bottom line. We need to stop employee theft,
so we need to increase surveillance.
A: We should install CCTV cameras everywhere. It's the best solution. What do you think?
8: Idon't think that's true. Cameras may be relatively inexpensive, but installing the whole
system costs a small fortune.
8: That's true, but we need to think about the well-being of our staff, too.
8: Well ... erm ... I'm not sure. The unions definitely won't like the idea.
8: Yes, but what I'm saying is, there are better ways of doing that than CCTV cameras.

~the phrases in exercise 9 that Speaker B uses to disagree with Speaker A.

In conversation, we don't often use phrases like I agree or I disagree, and we usually avoid direct
confrontations like You are wrong.
We often disagree by saying Yes, but ..., and then asking a challeng ing question or raising an objection.
However, we sometimes want to express our opinions more forcefully (e.g. Yes, but what I'm saying is ... I
·rtime on I don't think that's true.).

home by six
Work in pairs. Rewrite this conversation to make it more appropriate by using suitable requests
ways of expressing disagreement w here necessary.
project manager; B = research assistant
~a ll right if
Hi, Nathan. I want to have a word with you about our project.
Sure. What's up?
Nas only a
Ilk!(, we're running behind schedule. So you and the rest of the team will be working on Saturday morning.
OK?
v, we often
think you I know it's not easy, Nathan. But make a special effort this time. We really need an extra project meeting.
opener to
Plan it for Thursday instead.
renienced
~her you, etc.). Impossible.
ly, we just Work in the same pairs. Practise your new dialogue, and add four lines at the end (B I A I B I A).
with another pair and t ake it in turns to perfo rm your dialogue.
ow?)
~)2.25 Listen to another version of the conversation in exercise 11. How is it different?

111111111111
9 ~ Interaction Monitoring at work

Making predictions page 92 +Grammar reference pages 166-167

Modal perfect page 94 + Grammar reference page 167

Word focus: Easily confused words and expressions

D Reflect on your experience as a language learner. Answer these questions.
1 Which English words and phrases do you tend to confuse with other English
words and phrases? Write them down.
2 Which English words and phrases do you tend to confuse with words and
in your mother tongue? Write them down.

fJ Work in small groups. Compare your lists. Tell each ot her what you do in
to try and stop confusing those words and phrases.

B Complete each sentence with t he best word.

1 I think use of the internet for private purposes during office hours is
_ _ _ the quality of an employee's work.
a effect b accept c affect d except
2 An employer should have the right to _ _ __ the use of electronic
communications by an employee.
a control b overview c test d oversight
3 my opinion, video monitoring of teachers is a guarantee of qual~
a By b In c From d According to
4 At work, we being watched all the time, so nobody complains.
a used to b used c use to d are used to
5 Companies should employees to send and receive personal
least during breaks.
a make b allow c grant d let
6 In my country, the number of complaints against improper monitoring
procedures at work has considerably.
a raised b rose c risen d arose
7 I think all managers should get some from an IT expert on how to
monitor their employees' electronic communications at work.
a advise b advising c advises d advice
8 How much monitoring is necessary at work depends _ _ _
trust between workers and management.
a on b for c at d from
9 A lot of people complain about being monitored at work _ _ _ they
nothing of sharing details of their private lives on social networks.
a despite b however c in spite d although
10 If you are responsible and work all the time, you don't need
about being monitored.
a much b hardly c a lot of d hard

D Read the completed sentences in exercise 3. Tick (I') the ones that you
with. Then work in small groups to compare and discuss your answers.

EJ Rewrite the sentences in exercise 3 that you don't agree with so that they
express your own opinion.
 Employee monitoring
2.26 Listen to an extract from a radio documentary programme about internet monitoring in US firms.
the extract with t he missing statistics.

According to a US survey:
• more than 1 per cent of employers monitor their workers' website connections
• 2 per cent of firms use software to monitor external (incoming and outgoing) email
• only 3 per cent take advantage of t echnology tools to monitor internal email
conversations that take place between employees
• 4 per cent of employers have implemented a written email policy
• almost 5 per cent of employees report sending and receiving inappropriate
and potentially damaging content (e.g. jokes, gossip, confidential information about
the company, etc.)

Make predictions about internet monitoring in your country based on the US statist ics in exercise 6.
The number of employers who monitor their workers' website connections will certainly go up.
k's unlikely that employees will agree to having their internal email conversations monitored.

bound to Speaking: The boss never blinks

EJ Exchange information in pairs to f ind out more about how employers can monitor t heir staff.
Student A: Turn to File 58, page 125. Student B: Turn to File 87, page 132.

D Reifert Ltd is a private pharmaceutical research company w hich employs 250 people.
Many of them have access to data and information that should not be divulged.

of quality. Read the notes about the company's workplace monitoring policy.

llains.

Current measures:
nal emails at Possible future measures:
*all employees' incoming and outgoing
emails are monitored, as well as all their * monitoring of blogs and social ~etworking. sites to find
website connections out what employees might be saymg about the company
* all internal and external phone calls on * ban on the use of private mobile phones d uring working
company telephones are monitored hours (a new hot line could be m ad e available for urgent
* video surveillance is used for security personal messages)

how to
purposes only (e.g. laboratories, warehouse, * use of v ideo surveillance tor performance evaluation
parking lot, etc.) purposes as well
* recording t he time employees sp end on bathroom
and smoking b reaks
mount of

Now work in pairs. The aim of your discussion is t o:

• review the current monitoring measures and decide whether to keep all of t hem.
hey think
• decide which new measures you want to introduce, and provide convincing arguments for them.

Student A: Turn to File 61, page 126. Student B: Turn to File 89, p age 132.
:J to worry
Writing: Memo- monitoring measures
I] Work in the same pairs as in exercise 9. Draft a memo to staff.
'OU agree In your memo, you should explain:
• why the current measures are being kept.
: they • ~relevant, why any of t he current measures are being dropped.
• whichnew measures are being introduced and what their p urpose is.
 Verb patterns

10 8
0
Extreme adjectives and adverb usage
Giving feedback
Communication strategies Motivation
Interaction Managing change

Flexibl
thinki
Verb patterns
Reading: My life, your choice
Can crowdsourcing
D Things can change during a career. my career dilemma?
Look at the list and add three more items.
Which two things do you think are the
most positive changes? Which change
Before leaving college, I planned to have a long
career and imagined becoming the youngest
could be most stressful?
multinational. I expected to get a job quickly and
starting a new job learning new skills happy years of training and promotion before ·
taking a sabbatical moving department at the age of 55. That was the plan, anyway.
promotion prospects retirement Many of my friends found it difficult to get even ajob
interview, but I was lucky to.find a position soon after
fJ Look at the title of the blog on the right. What do you think completing my electronics exams. I have myown
crowdsourcing might be? What words does it join t ogether? regular salary and good promotion prospects.
problem. Although 1 enjoy working with my
£I Blogger Mathew Harding is starting an experiment with work itself no longer interests me. I've realized
his career. Read his blog and check what crowdsourcing work in the medical profession. I considered
means. Answer these questions. situation with my line manager but it's not
Anyway, it's no use trying to explainanythingtohim,
What were Matthew's ambitions when he was a student?
probably just point out that it would be crazy to
2 What is the main problem he has with his job now? job. Besides, how could I afford to train as a
I got a place on a course? I need to makeadecision!a
3 What field d oes he think he would like to move into?
You might have heard of crowdsourcing: it's a way
4 Has he g ot enough money t o cover the cost s of training to
the internet to get ideas from a large group
be a doctor?
an experiment, I' m going to hand decisions
5 What is the experiment he wants to do? over to you intelligent blog readers out there. l
hearing from you. I'll follow whatever you decide
[I Work in pairs. Discuss the pros and cons of each of do. Here's the first decision I'd like you to make for
Matthew's possible choices. Decide which of the two options the button next to the action you think l should
to vote for - red or green. What do you think will happen if he you posted about what happens.
takes this action?

If you pressed the red button, t urn to File 29, page 119 and
On Monday morning I'll ...
find out.
continue in my job at the ele<:trondcsCIY.T.ll
If you pressed the green button, turn to File 62, page 126 and I'll attempt to save most of my salary&~
f ind o ut. go back to college and retrain when ·

II Work with a different p artner. Find someone who voted risk explaining the problem to my manag!
for a different option to you. Explain why you chose your I'll ask to work part-time for six months
option. Summarize what happened when Matthew followed voluntary work in the medical fJlU""'"'""Nil
your choice. if it is a career that I really want to purS!·
 m

. Verb patterns

a I p lanned to have a long and successful career

b before retiring young at the age of 55
c I was lucky to find a position
d I considered discussing the situation with my line manager
+infinitive with to e it's no use trying to explain

more information on verb patterns, see page 1 70.

Look at the other verbs in italics in the blog. Which pattern are they examples of?

Complete this advice from a careers expert with the correct form of the verb in brackets.

If you are thinking of 1 (change) c·areer, it's worth 2_ _ _ _ (speak) to a lrain<'ci

tareer guidance expett for arlvice. It <:an be difficult 3 ( make) U1e right df'cision.

Bt'fore 1 (give up) a sccul"e posit ion , it is impotiant " (do) sonH'
research. Think about why you waHl " (move)- ar c you genuinely inter<'sterl in
' - - - Oearn) the new skills t.hat a career change may r<'quire? Or is it that you want
to avoid 8 (deal) with a problem in your present position?

Change can only be successful whl'n it is <:atTil'd out for th <' tight reasons.

~2.27 Sasha is talking about her career.

what she says and complete the not es.

5Mi1e/:; pre.:;u..tjob:
f-/a.r probfe.w.: - - - - - - - -- -
5ofllltr"oh5 :;11e. w. e r.t!"or.5:

2
"fiJpe of c()tree.r 5he r$" cor>5ri:lerr"y,g:

Work in pairs. Think of five tips to give Sasha about making a career change.
Before... You should consider . .. It might be worth . . . Don't forget, you're good at .. . It can be difficult ...

Work in different pairs. Roleplay a conversation between Sasha and a colleague to discuss her dilemma.

For what reasons might someone visit a careers guidance expert?

At what stages in a career might it be most useful to do so?

II
 Extreme adjectives and adverb usage

Word focus: Extreme adjectives

D When you are telling a story or anecdote, what verbal and non-verbal signals show that the person
listening is interest ed? How can you tell if someone isn't interested in what they are hearing?

fJ >» 2.28 Listen to an anecdote about a motorbike and answer the questions.
1 How did the manager like to keep the office?
2 Why did the two friends bring the motorbike indoors?
3 What happened to surprise them?
4 What influence did the incident have on the speaker's career?

EJ The speaker often uses t he word very with adjectives. What effect does repeating very have on the story?
Suggest other words t he speaker could use.

a We can use an extreme adjective in place of very +

ordinary adjective, e.g. fantastic in place of very good. Match
II >» 2.29 Listen to another version of the story and
answer the questions.
the ordinary adjectives (1-10) to the extreme adjectives (a- j).
1 How is the ending different in this version of the story?
1 b ig a spotless
2 What effect does the use of extreme adjectives have?
2 hungry b furious
3 cold
4 bad
c hilarious
d exhausted
r:J Work in pairs. You are going to tell your partner
an anecdote. Use one of the ideas in the Files or tell
5 funny e filthy an anecdote of your own. Student A: Turn to File 64,
6 t ired f awful page 126. Student 8: Turn to File 98, page 134.
7 angry g excellent
8 good h huge
9 clean freezing
10 dirty starving
Grammar: Adverb usage B Complete the exercises in the table.
fJ >» 2.30 Two former colleagues meet at a seminar and Adverb usage
catch up on news. Complete the conversation wit h the words
and phrases in the box. Then listen and check. 1 Underline the word that the adverb describes in these
examples from the conversation in exercise 7.
a) He was completely useless.
b) They quickly realized their mistake.
c) She plays the violin absolutely brilliantly

2 Look at t he things that adverbs can modify. M at ch t hem

to the examples (a-c) in 1.
1 Adverbs can modify adjectives.
2 Adverbs can modify adverbs.
3 Adverbs can modify verbs.
3 Find one more example in the conversation of each
of types 1-3.

4 Adverbs can also be used to describe a complete idea

or a clause in a sentence. Match the sentence halves
from the conversation.

1 Unfortunately, a) we'// get a chance to talk later:

joking same remember rightly chance ages
2 Amazingly, b) I have to drive to the airport
regards mind you up to
3 Hopefully, straight after the seminar:
c) he's now on the board of
A: Excuse me, could you tell me what time the next seminar
directors.
starts?
8: Oh, Martine, is that you? It's me, Lars. >> For more information on adverb usage, see
pages 174-175.
A: Oh, Lars, hello. How are you? I haven't seen you in
' - - - · What have you been 2 ? Extreme adjectives and adverbs like excellent,
8: I've been incredibly busy, actually. I set up my own useless and brilliantly cannot be qualified by very.
You can use really, which can be used to modify both
business and it's going really well. It's hard work but extreme and ordinary adjectives and adverbs.
Ienjoy it very much. How's everyone in the department?
Words that can be used instead of really to modify
A: 3_ _ _ as ever. Donald from Accounts has been extreme adjectives and adverbs include quite. completely,
promoted. absolutely, totally.
8: You're 4_ _ _ ! He was completely useless at his job.
A: I know, but amazingly, he's now on the board of directors. fJ Find and correct six mistakes in this text.
We discovered a new restaurant last night. It was very excellent,
B: You can't be serious! s_ _ ______, he always was
and the food was amazingly good. The chef cooked everything
rather good at office politics.
absolutely brilliant. We enjoyed very much the meal. Mind
A: They quickly realized their mistake. But it's too late now. you, the seNice was useless totally. The main course was really
late and when it arrived, it was completely freezing. So we
8: What about Jasmine? If 16 , she wanted
immediately sent it back to t he kitchen. The chef rushed over to
to leave to become a professional musician. She plays the
our table and started shouting furious. It's hard surprising; after
violin absolutely brilliantly, doesn't she?
all, he has a reputation for being temperamental. Hopefully,
A: That's right. She's doing well, too. There's talk of her we'll go again next week- you should come, too.
moving to Sydney to work in the Australian branch.
B: That's hardly surprising. She's extremely intelligent, isn't
she?
Speaking: Catching up
A: Look, the talk's about to start. Hopefully, we'll get a
7_ _ _ to talk later. II:] Work in pairs. You are at a business convention
B: Unfortunately, I have to drive to the airport straight after when you meet an old colleague or college friend.
the seminar. You'll give my 8 to everyone at the Look at the information and roleplay the conversation.
office, won't you? Student A turn to File 65, page 126. Student B turn to
File 99, p age 134.
A: Of course. It was great to catch up.

People sometimes tell anecdotes, stories and jokes to break the ice when they meet in
business situations. Do you think that this is useful or do you prefer to get straight down
"to"t<l\t<1ng aoollt'uu5Tr~:;'~
 Giving feed~Oc.~)
Word focus: Describin g ch aract eristi cs Word focus: Lin king
fJ Complete the t able wit h the linking words in the box.
although furthermore si nce whereas conseque~~tly
besides moreover despite owing to as well as
not o nly t hat

Contrast Addition

however in add ition as a result

0 Do t hese relationships work better if the participants

D Cho ose the b est linking word or phrase to
have similar characteristics o r different characteristics?
internal rep ort about Jozef.
friend s work colleag ues roma ntic partners
t ravelling co mpanions

fJ What characterist ics d o you think a m anager values in Jozef has alw ays been one of the most effective
staff? What characteristics might staff value in a m anager ? members of the team. 1 Furthermore I However,

EJ The adjectives in the t able can all b e used to describe he is conscientious and shows great potential.
2 Besides I Despite having little experience in the
people. Mat ch an adjective in co lumn A with an op posite
travel ind ust ry, he has q uickly attained an excellent
adjective in columns B and C.
level of expertise. 3 As well as I However, recently
t here have been concerns about his performance
A 8 c at work . 4 Whereas I Since in the past he has beeo
calm assertive anxious punctual and reliable, he has started to arrive la\e.
5 1n
addition I Although he has had a lot of time off.
conscient ious m oody careless
6 Since I Owing to this, his colleagues have had to
lat e punctual grum py take o n some of his workload. 7 Despite/
pleasant o utgoing pro m pt Furthermore some of his team have reported that
he has started to show signs of stress recently.
reserved slapd ash socia b le
s Consequently I Besides I req uested a meeting
unconfident \.._ stressed self-assured w it h J ozef to discuss t hese matters. 9 AlthoughI
Moreover he was reluctant to discuss the problem

a >» 2.3 1 List en to two m anagers discussing the ir

concerns about Jozef , an em ployee. Tick (..")the adjectives
at first , we were eventually able to clarify the matter.
10 As well as I Since working on a number of diffirut
projects, Jozef has also been looking after an ill
in exercise 3 that t hey use.
relative and is in the process of moving house.
EJ >» Listen ag ain and answer the questio ns. I recommend that w e now arrange professional
suppo rt and stress management to help him
1 W hen did changes in Jozef's behaviour b egin?
2 W hat reason (apart from his latest project) could t here b e
for the change in behavio ur?
3 What act io n do you think the manager shou ld t ake?

0 W ork in pairs. If you were an emp loyer, w hich four

characteristics would yo u most value in a worker? Which
three could be a pro blem ? You can choose fro m the any
adjectives in the tab le in exercise 3 or others that you know.
•any
• whe
• any
lO X. Speaking: Performance review If] Discuss t hree alternatives t o traditional
ly
fJ In what ways can a m anager give f eedback t o staff ab out posit ive performance reviews. Summarize your
info rmation and t ell the other p eople in your
or negative performance? Is feedback mo re useful when it is formal or
group about it. Discuss the advantages and
informal?
disadvantages of each method. Which one do
you prefer? Which combinat ion of met hods
&I!] In some organizations, employees have regular performance could work well t ogether? Student A turn to
;ult reviews. Mat ch the aims of a review (1- 5) t o the explanat ions (a-e). File 30, page 11 9. St udent B turn to File 66,
Do you think all t he aims should be included in a performance review ?
page 126. Student C turn to File 93, page 133.
Feedback a identify training requirements
2 Goal setting b tell the employee about their recent performance m Work in pairs and f ollow t he steps.

3 Evaluation c offer incentives to reward performance A line manager and a departmental manager
are meeting t o discuss an employee.
4 Motivation d specify objectives for the future
1 Look at t he roles below and then read
5 Development e d iscuss ability to work effectively the information about Nadim in File 67 on
page 127.
ethis m Work in groups of three. Look at these two opinions on
performance reviews. W hich is closer to your opinion? Can you t hink
St udent A : You are Nad im's line manager.
You feel that positive changes in his behaviour
of any alternat ives t o traditional performance reviews? mean that he should be offered greater
responsibility. Try to find evidence to support
your view and make notes.
Student B: You are the departmental manager.
You feel that any major decisions ab out Nadim,
such as g iving him extra responsibility, should
be postponed until his next performance
review in six months' time. Try to find evidence
Ew.p!o1e e frh.d'S of/lr feha$ ro (OCf/1$ OY'I
to support your view and make notes.
w/-u;,;- thet'r 1-vot?tht?r!Jer 'Shorr-rerrv. !Jot?t!'fi
2 Have a meeting to discuss Nadim's past and
thth.I:.'S o(thet'r worl:. t?thd perforJ-vot?tY'ICe. present performance. Discuss any changes in
tlthtf hOW ro tfv..prove. his actions and attitude.

Rewt?trd'S th.dt'vt'dVIt?tf • Identify the areas where he needs support

or training.
perforJ-vot?tY'\ce rt?tt'her
• Decide whether to offer Nadim a place on
rht?th ret?tfvoworl:.. an important team project which could lead
to promotion.
prow.ote, rewt?trd or
offer frt?tthth!J ro.
m Join with another group and summarize
what you decided in your meet ing. Give
reasons f or your decisions.

Writing: Summary - review fo llow-u p

mWrite a summary of the meeting you had. Summarize the main point s and co nfirm t he following.
• any improvements in Nadim's work or attitude since his previous performance review
• any training which you intend to offer him to help his career development
• whether or not to offer Nadim a place on the new team project. If so, what improvements wou ld he need to make?
• any other points that were made or decisions that were reached

What rewards can a company offer an employee for good work? Should an organization
impose penalties for unsatisfactory work?
 . . ;•,....-,

10 Communication strategies Motiva~_!o_~ · _

Listening: Revise plans
0 Discuss the following questions.
1 To what extent do you think workers should be allowed t o personalize their workspace,
for example, their desk, personal office or cubicle?

.I 2 Would you prefer to work in an open-plan office or in an individual office?

3 What changes to your workspace would make it easier for you to do your job?

fJ Work in pairs. Discuss the advantages and disadvantages of the personal

workspaces in the photos. W hich would you most and least like t o work in?

•' •,

EJ >» 2.32 You are going to hear a team leader make an

announcement to his team. Listen and choose the correct
a )» Listen again and complete phrases 1-6 below.
Then mat ch the headings in the box with A-E.
alternative a-c.

1 The team leader recently had a meeting about Encourage suggestions Empathize
Say what needs to be done Thank the team
a new offices for his staff.
Use motivating language
b designs for a client.
c a contract for telecoms services_

2 Mayhew Telecoms thought the team's efforts

a were too colourful.
b didn't follow the brief. I rea lize that this must be 1_ __ for you all.
c fulfilled what they were asked to do. B
3 Mayhew's requ irements have changed due to You're doing really well.
a a reduced budget. You did an excellent job.
b a competitor offering a better price. 2_ _ _ _ on, we can do this.
c problems with the schedule .
c
4 The new brief is expected to affect
What we need to focus on now is __.
a the technology and dead line.
Let's concentrate on 3 this .. .
b the size and quantity.
D _ __ _ _ _
c the style and what the items are made from.
That's certainly worth 4_ _ _ , but...
5 A member of staff at the meeting suggests that
a they cancel the contract. I'm looking forward to hearing your ideas.

b they change the design slightly. E

c they get paid overtime. I'd like t o thank you for your 5_ _ _ .

6 The team leader proposes that the team I rea lly 6 all your efforts.
a stays late to d iscuss the problem.
b works at the weekend.
c takes the rest of the day off.

111111 111111 II II
llke the correct form of a verb from box A with a phrase f rom box B to complete the sentences.
B 1 The project leader ____ that the the team will meet the deadline.

together to get this done 2 We have done everything we can to win t his contract and now the final
decision - - - -
with fresh ideas
3 After news about the budget cuts, they decid ed to ____ to make
a break t hem more cost-effective.
every confidence 4 Everyone ____ after all the overtime you 've done to finish the job.
beyond our control 5 If the R&D team , they'll all be rewarded for their efforts.
the designs 6 We might have in the meeting if we hadn't been so exhausted.

Encourage the team

are ateam leader. Read t he information below and answer t he questions .
.. cJbi~ctio1ns do you think your team might raise about the situation?
ilformation will you choose to stress when you are telling the team about the delay?
the team use the three desks effectively?

has been promised a large, new open-plan office. Construction is scheduled

this week and everyone is packed and ready to move. Unfortunately, t he
iGIII$truction company has hit a problem, and the m ove will be delayed for ten weeks.
themeantime, your team will need to use a very small temporary office. r Pa1tio
NaltJrally, your team will be extremely disappointed with the news. There is an additional
poblem: the temporary office has space for three desks and there are six people in the
l8n However, you will be given a budget to purchase any equipment or f urniture which m ight help.

in pairs. Take turns to present t he information to your team.

are the team leader, t ry to present the information in a way that will motivate t he team.
are listening, raise questions or objections at the end of the presentation.

in groups. You are members of the team. You frequently have team meetings and conference rooms
available. The team leader has asked you to look at three options (A-C) which might help with the
in the temporary office. Discuss the options and choose the one you think would be most useful.

Sit with a laptop and work in comfort

o r get together for relaxed meetings.
The ultimate
These bean bags are easy to move
space saving
around, and when not in use they can
furniture.
be stored in a corner.
Easy to put
up and t ake
down, two
people can
sit in the large
hammock at
the same time.
<::J.:.ita}d,e: ~or
indoor and
your meetings in the open air and outdoor use.
creativity. Great for team building
)'JU need to cooperate to drive
ucessfully. Seats up to seven people.

Present your ideas to another g roup and give reasons for your choice . Say why you think the
options would not be suitable.

1111111111 1111
 Verb patterns page 103 + Grammar reference page 170
Extreme adjectives and adverb usage pages 104-105 + Grammar reference pages 1
Motivation page 108

Word focus: Idioms connected to change

0 Look at two quotes about change. Do you think that they present helpful views?
Which do you think best describes the attitude to doing business in your country?

. ... 'Change does not always mean that things 'After you've done a thing the same wrw for
improve. Without careful consideration, two years, look it over carefully. After five
the result can be conjlicl or confusion. , years, look at it with suspicion. And after ten
years, throw it away and start all over.'

fJ Match the idioms (1--6) connected to change to the correct meanings (a-h).
Two of the meanings are not used.

m - m If it ain't broke, don't fix it.

It's simply change for
the sake of change.

a like to do things the way that they have always done them
b d o something different when there's no n eed to
C do something different ly
d keep things as they are if they work well
e make important changes to avoid problems later
f constantly change their ideas
g d e cide not to make a change until options are discussed
h do something outside the usual routine a s it's refreshing

0 A change is as good as a rest.

@] in their ways.
Some p eople are always
chopping and changing.

0 Complete these sentences with your own ideas. Then discuss your ideas with a partner.
1 When a change occurs suddenly, it can be ...
2 A change in routine is often ...
3 Changing your mind is sometimes ...
 Achange of plan
Read the information about Holden Lodge and answer the questions.
facilities are you likely to find in a stat e-of-the-art le isure complex?

do you think of the logo and slogan? Are t hey effective?

Holden Lodge, aformer country house hotel

1nlargegrounds, has been purchased by
LJndwing Holdings. A spokesperson for
LJndwing announced plans to turn Holden
Lodge into astate-of-the-art leisure complex.

1/o/Jen
Lo'dge .

UnuJed
6ui/:Jing I-
Work in groups. You are a member of the team developing Holden Lodge. Listen
address the team and make notes ab out w hat he wants you to do.

Ute your notes from exercise 5. You have ten minutes to carry out the CEO's o rders.

f2.34 While you are working on the project, you are asked t o be part of an urgent
call with the CEO. Listen. What changes does he want you to make? Try and make
in five to ten minutes.

When you get back to the office, there is a brief message from the C EO. Listen
IUVliO cornole,te the tasks in less t han f ive minutes.

Presenting plans
your group, organize your notes and look through the information you have gathered.
points do you think are most important?

apresentation about your plans for Holden Lodge. You may wish to use this
help structure your ideas.

~est ways to use the building I grou nds: In addition, we plan to maxim ize profits by ...

another group and present your plans for Holden Lodge.

which parts of the other group's plan you think would work best.

II
D Put t he w ords in the correct o rder t o make sentences. a Mat ch each hint (1 - 6) t o a suitable request (a-~.
Use each request o nce.
1 cu rrency I that I I I devalued I be I doubt I our I will
2 spend I able I We I be I to I more I won't I definitely 1 It's so hot today. I' m really thirsty!

3 competition I There I job I sure I the I fierce I is I be I top I 2 My car's broken down again.
to I for 3 Are you in a hurry?
4 to I card I is I The I scheme I fail I identity I government's I 4 These toner cartridges are so difficult to install.
bound
5 This new PC is a mystery to me.
5 since I will/ in I This I renovations I certainly I hotel I the
6 There's a bit of a draught, isn't t here?
ratings I rise

6 replace I t he world's I t he US I China I power I well I a Can I ask yo u t o show me how to start this program?
economic I top I might I as b Would you m ind closing the window?

fJ Complete the m od al p erfect forms to m ake m eaningful c Sorry to bot her you . Do you think you could give mea
hand?
sentences.
d I was wondering if you could give me a lift to theoffice
1 Tina has switched her computer off. She ____ g one
tomorrow.
home early.
e Could I have a glass of water, please?
2 It been hard for those guys to withdraw money
from Jim's account. He'd left his card in the ATM with the f Can I ask you a couple of questions? It won't take long.
'Would you like another t ransaction?' message still on!
3 Anita worked very hard on this project. I know
D Replace very + the adjective in italics in these
w ith a suitable extreme adjective.
how dedicated she is.
1 The sup p lier was very angry when they cancelled
4 It was stupid of me to give t hem my credit card details!
I know I done that. 2 The inside of t he hire car was very dirty so they
complain.
5 It's too early to tell, but it looks like I ____ made a
mistake. 3 Unsurprisingly, at the end of the marathon all the
were very tired.
6 I simply overlooked the section about insurance.
I studied the contract in more detail. 4 I'm going to call the heating engineer because my
apartment is very cold.
B Choose the correct opt ions t o com p lete t his text. 5 The table in the restaurant wasn't free until10:30, so we 17 A -
were all very hungry by the time we ate.

After 1 work I working for six months as an intern for a 6 During the presentatio n, the speaker told a story whiCh
multinational company, Francesca Lawson was offered a audience thought was very funny, but I didn't get the joke
position in t he Research and Development department. 7 The hotel room was perfect- the fumishings were rea!J
She hoped 21eam I to learn about t he latest fibre optics comfortable and everything was very clean. Down
technology as that was the area that she wanted 3 to
specialize I specializing in. Instead, she d iscovered that 8 The candidate for the post should speak at least three 1 British
she was expect ed 4 carry I to carry out basic routine languages and have very good analytical skills.
2 Ron'sti
tasks and administrative duties. She felt that it was
no use 5 to complain I complaining to her manager fl Com p lete these sentences with the words in the box. 3 Thecn
Attomeyc
because whenever staff raised any issues with their work,
for of in down up on
he simply told t hem t hat they were lucky 6 to have I have 4 Twoto
a job. At first, she considered 7 to leave I leaving defamatio
t he company, but after 8 taking I to take advice from 1 He's working a project to help the
5 Theju'
her mentor, she decided 9 to speak I speaking to the 2 She pretended to be a celebrity but no one was taken that witne
HR department about the problem. She explained that _ _ _ by her act.
she enjoyed 10 to work I working for the company, but 8 The Ia•
3 The j udge accused the gang _ _ _ stealing credt
felt that her skills were not b eing use d to their full 9 Amar
cards.
potential. She was relieved 11 to discover I discovering hisbusinE
that the HR manager was sympathetic to her problem 4 Have you signed ____ for the talk on mobile
and was able 12 making I to make practical suggestions technology? 10 The IT
to improve t he situation. VIOlating pi
5 Do you want a coffee or shall we get straight
business? 13 Event1
was rightc
6 After the press conference, they posed _ _ _
photog raphs w ith t he presid ent. 14 I alwa·
appartmer
 (a-f). Choose the word in each list where the letters in bold are fJ Choose the correct word o r phrase to complete these
llllllltlllllUnced in the same way as in the others. sentences.

b sign c d uty It was a top-of-the-range device but when I used it, was
____ useless.
b kind c j ustify
b lawyers c choice a completely b very c real
b divulge c documentary 2 The office was so noisy that he found it _ _ __
b although c butto n impossible to work.

b escaped c Australian a q uiet b q uietly c quite

b leader c leisure 3 The product launch went ____ and the client is
m? b relationship c breaches delighted.
a absolute brilliant b absolutely brilliantly
c absolutely brilliant
give mea
4 We realized that we had gone the wrong way
and turned the car round.
1 Allowed by the law.
U _ _ of appeal deals with cases in which people are
a quick b quickly c quite
satrsfied with a decision. 5 The board has an emergency meeting on Friday morning
so, , I'll need to postpone our appointment.
a unfortunately b rea lly c hopefully
7 By _ _, seat belts must be worn by all passengers.
6 It's surprising that they missed the plane- the
I Veryohen, victims of crime are reluctant to bring _ _ __
traffic was terrible.
aga.nst their attackers.
t1 Make sure nobody else knows your ____ name and
a hard b hardy c hardly
,..ro. 7 Someone in the audience started talking ____ on their
phone during the performance.
a loud b loudly c louder
Macase ts ___ in a court of law, all the facts about it
presented in order to make a legal decision. 8 Before I call the police, are you sure that you
didn't leave your wallet at home by mistake?
Opposite of innocent.
a very b complete c absolutely
t7 A_ _ of conduct is a set of rules that employees,
or professional people agree to follow in the way
behave and do business.
Two human rights organizations were able to _ _ __
that the men had been put under police surveillance.

1 2 3 4 5
2 Ron's fnend _ __ into trouble with the law.
in the box. 3 The criminal investigation was _ _ _ _ by the US
Altomey and the FBI. 6

' Two top executives were with criminal 7

tion and with breaching the German privacy code.
environment 8 9 10
5 The JUdge decided to stop the when it emerged
was taken W11neSSeS had been threatened.

11 12 13

_ _ _ following the suspicio us death of

14

_ _ _ for 15

16
_ _ _ for yourself whether it
17

18
afilays have to with the neighbours in my
eot OIOci aoout' wnose turn it is to clean the staircase.
.,.,f,"~"" ~" ~ .... •• -r· ~ ~ ·- ·

lnformati on files
File 1, 18, page 7 File 4, 10, page 11
Student A: Student A:
Ask your partner questions to make them say exactly the
Topic 1 You are passionately involved in this
same w o rds as on your cards.
you argue strongly that it is absurd to
Blue. It depends. Twice a day. retirement age when so many young
are out of work.
He's an actor. Because it's sweet. In 2016.
Topic 2 You have no strong opinion, but you
national health service is a good thing.
File 2, 1C, page 9 You notice that someone is not saying
you try to draw them into the discussion.
Student A:
As you know, all business correspondence can be formal, Topic 3 You don't really feel like contributing
neutral or informal. It depends who you are writing t o. It to this discussion, so let the others argue.
depends on your relationship with your reader. W hen you are Don't say anything unless someone asks
in doubt, a friendly, neutral style usually works best.
Complete the 'Opening' column with the exp ressions from
the box. Then check your answers with your partner. File 5, 1 E, page 12
Students A 1 and A2:
Dear Tony, Hi Tony, Dear Mr Adenuga,
Dear Tony Adenuga,
Part 1
Work together. Put these words and phrases in the
Opening Closing correct order to make questions.
You both need to write down all three questions.
Informal Tony, Talk soon,
See you soon,
1 Mehrabian's types of communication
-.It Bye for now, all findings are for ?
Best, '-------
-.It All the best, 2 use good do voice
Regards, how their ?
~ Best regards,
Best w ishes, 3 and gestures about do
Formal With best wishes, presenters can ?
'-------
Now discuss these questions. Part 2
Do you ever Use the article to work out the answers to questill!S
together. Make sure you remember the answers
• start an email with no g reeting?
need t hem for Part 3.
• end an email with no closing (i.e. you j ust sign off with your
name or initials)? Part 3
Each o ne of you now works with a partnerfromthe
other pair. Ask your new partner your three ·
File 3, 1C, page 9 Help o r correct your partner whenever necessary.
Student A: Then answer your partner's questions.
This is just to confirm the arrangements we have made for
Mrs Kuchelstein, your Product Manager.
If you need more information, please don't hesitate to get in
touch. File 6, 7 A, page 71
I've booked her into the Astoria again, as she was quite Your boat journey runs into problems due to bad
pleased with it. stops in the port of Salaverry. which is 548 km from
Fortunately, herfirst meeting isn't until ten o'clock. Yo u decide to wait unt il the boat can sail again. Turn to
Dear Angela File 18, p age 117.
You accept an offer from a fellow t raveller on the
share a hire car to Lima. Turn to File 27, page 119.
 File 10, 88, page 83

isten and complete the text on your own. Then Interview 1

text with Student B's and check your answers. Student A :
all the expressions the speaker uses to structure his You are the interviewer.
Finally, go to the audio script on p age 138 to
You work for a business news website. You are going to
underlined expressions.
int erview the CEO of a Telecoms company w hich has
been in t he news due to reports of financial problems.
,.___ ._ _ _ that back and neck
The CEO has walked o ut of interviews in the past when
one of the top ten medical problems in the questions have been too direct or aggressive.
Twelve years ago, because of my job
I was spending an average of 12 hours Try to confirm whether the following is true:
at a desk. My spine was stiff. I could hardly • Reports suggest that the company is about to make a
That's 2 to loss for the second year in a row.
I'd read somewhere that it could do a lot
• Some people have suggested that t he CEO should quit.
your joints, so why not give it a try?
• Shareholders recently voted against the board of
like to talk to you about this ancient Chinese
directors' financial strategy.
TaiChi.
• Last night some members of the board resigned.
- - - - - - · I'll start with
background. Then I'll move on to the You want the following facts:
ofTai Chi. And finally, I'll describe what it's
in a club. • Amount the company lost last month?

then with an overview of the history of Tai • Shareholders having an emergency meeting? When?
take you back to the origin- 12th-century Subject of the meeting?
~~4 a~ut • How many ~ard members resigned? More plan to go?
why Tai Chi evolved into a number of different • Reports that the company p lans to close? True?
thirdly, I'd like to explain how this art
rest ofthe world . .. .
me to 5 , which
can bring so many health benefits to so
File 11, 98, page 95
I'd like to consider three areas that we can Student A:
Tai Chi: the muscles and the joints, the Step 1: Read the story carefully.
and your powers of concentration ....
Step 2: Students B and C will try to g uess what the story
\Wlat is it like to practise in a club? What do is about. Answer their questions with 'yes' or 'no'. Do not
you just observe a Tai Chi session? answer any q uestio ns t hat you consider to be grammatically
an instructor, demonstrating the moves incorrect (ask your teacher if you are not sure).
the students; a group of people imitating
When Students B and C have asked a m aximum of five
and practising; and last but not least, an
q uestions each, tell them the story.
calm, concentration and congeniality....
- - - · I'd like to sum up the
Story 1
This story happened at Newark Airport, one of America's
busiest airports, on Sunday night, 3 January, 2010. A man
breached the security by going through an unattended
necessary.
screening checkpoint and walking on the wrong side
of the terminal. After this incident, Terminal C was
shut down for more than seven hours, 100 flights were
grounded and all the passengers were re-screened.
The man responsible for this security scare was Haisong
the management team. Jiang, a 28-year-old university student. Jiang illegally
Solar event to be cancelled. If anything goes went into a secure area in order to give his girlfriend one
publicity could damage the Rockdale Centre. last farewell kiss. She was returning to Los Angeles after
reasons to support your argument. spending the festive season with him.
Jiang was later arrested and questioned. His arrest
exposed the defects in the security of the airport.

Dand Eare real services. B and F and G may also exist,

JUs! don't know about them yet.

II
Information files
File 12, 2A, page 15 File 14, 2 8, page 17

Problem 1: real-life solution

Your department holds a long meeting every Some large companies like Google and 3M allow their
week where everyone gives a status update. and engineers to work on their own projects for 20% of
People are unhappy because the meetings are Atlas Sian, an Australian software company, has occasional
boring. They don't start until late and everyone where it tells its developers they can work on wn.>T"''""TIGOI'
is tired. How can you change the meetings to They call them Fed-Ex Days because you have to
make them more interesting and make sure that overnight, so you have to share the results with colleagues
everyone gets home on time? 24 hours. Lots of ideas for new products and fixes for
products have been developed on Fed-Ex Days.

2
You have been asked to help with a national Problem 2: real-life solut ion
campaign to encourage people to eat more At the Zappos call centre, employees have no script. The
vegetables. The last campaign was unsuccessful timed or monitored. Employees are simply told they
because people didn't like being told what t o the problems any way they want and just get it done.
eat. You want your campaign to encourage one of the best customer service ratings of any company
children and families to improve their diet.

3 File 15, 20, page 21

Many of t he employees in your department
have desk jobs and t hey don't move around 1
much. Everyone needs to take more exercise You work in a furniture store and your boss won't give you
and quite a few need to lose weight. What bonus unt il you make one more sale. A customer in the
changes can you make around the office to interested in a sofa, but they can't make up their mind
promote a more active lifestyle? buy. The store closes in fifteen minutes.
Student A: You are the sales assistant.
4 Student 8: You are the customer. You don't want to rush
Your town wants to improve recycling in the decision.
area. At the moment, fewer than 30% of
households recycle regularly. What ideas would
2
make recycling fun and easier to do at home?
Your company has decided to work with a charity that
local community proj ects. They want every employee to
5 of their salary to t he charity every year. Every member
Your CEO wants employees to suggest ways to to agree to take part before the scheme can go ahead.
improve attendance at work. What can you do Student A: You are a member of staff. You don't want to
t o reward t hose who come to work regularly, or Student 8: You are a member of the charity asking
to d iscourage those who take time off when it part in the scheme.
isn't necessary?

3
File 13, 38, page 29 Your old school is organizing a day when ex-pupils come
Many people think discourse markers are just students about their time at school and what they have
sounds and words that we say to fill spaces. Some leaving. A teacher phones to persuade you to take part in
next month.
people t hink they are a sign of careless speech or
poor education. However, well-educated speakers Student A: You are the teacher.
utter these words and sounds a lot, t oo. They can
Student 8: You are the ex-pupil. You don't wanttotakepart.
signal a speaker's intentions in different ways, and
help listeners understand better. For example, So
and We ll can signal the introduction of a new topic: 4
So, shall we start? A manager wants to have a 'creative day' once a week to
Well, shall we move on? productivity in your department. Suggestions for
wearing a silly hat at your desk, singing instead of
Well can also warn listeners that what follows may meetings and using dance to communicate product ideas.
be a little unexpected:
Student A: You are an employee in the department. You
A: Is Vic all rig ht? want to t ake part.
8: We ll, in fact he's rather disappointed. Student 8: You are the manager who wants to try the idea.
We can also use Well to give ourselves a little time
to think what to say next.
 File 18, 7 A, page 71
The delay means that when you finally arrive in Lima,
t hey have given your hotel room to another guest.
hard and are motivated. Yet sometimes your prime You go to tourist information to ask about
may be fear of failure. This can be effective as accommodation. Turn to File 73, page 128.
objective in focus. But you also need to have You meet som eone in a cafe who gives you the
success will come from your ability. It can be
number of his cousin's bed and breakfast. Turn t o
recognize when you are doing a good job as it
File 86, page 131.
where you can improve performance.

File 19, 3C, page 31

and self-motivated. You respond well to a
Student A:
challenges and rewards. Sometimes these
be small treats that you give yourself. At other 1 Work o n your own. You have now identified the
be more significant professional gains such as problems that your predecessor was up against while
or abonus. The challenge of the task is also important organizing the event. Decide w hat went w rong in each
~101neti1mes be sufficient in itself, without reward. area 1-3. Choose problem (a) or (b), or invent your own
problem (c).

1 The budget:
a spouses and children have t o pay an
admission fee
11111eomcemanager. Look at the email you sent your PA and
b the budget for the event has just been halved
in order of importance (1 = most important).
c
2 The venue:
a the company cafeteria is available but is too
small
know, I'll be away for ten days. Here's a re minder
b the meeting room is quite large but is booked
things that need to be taken care of - could you
with them as soon as possible? the morning after the event

Update health and safety regulations o n the basis of the

c
1 i guidelines. Send all departmental managers a 3 Promotion:
the revised document for discussion/approval. a there's a noticeboard, but few people read the
Check stock levels of all office supplies. Anticipate announcements
and order accordingly. b the company used to send out invitations, but
Contact three or four IT companies. Find out w hich that's not cost-effective
solution is best for our needs (the c hoice is c
Pegasus, Sage and Microsoft Dynamics). Get a
quote.
2 Tell your partner about the problems in areas 1-3.
Ccnt.~ct our usual maintenance company and ask if
lley can look at all our photocopiers and printers . Id eally, 3 Now listen t o your partner and make a note of t he
the maintenance work should be d one over one weekend
problems in areas 4-6.
next month. If not possible, look for som eone else.
• Fild out how employees feel about the monitoring and
4 Entertainment: - - - - -- -- - - - -
li:Oiding of long-distance phone calls.
• Go through applications tor the post of Customer
Service Advisor. Shortlist five candidates, and arrange 5 Catering: - - -- - - - - - - -- - -
irterviews with them for the week after I get b ack .
6 Registration: - - - - - - -- - - - - -
you have read the email, phone your PA.
All- a<jP.nPJ~I a11estion to start off with.
1 State the purpose of your call. 4 Work o n your own again. Think 6t a s61u'tlori to
1 Flldout which of the three most important tasks have been problems 4-6.
tile and which haven't.
5 Wo rk together with your partner again. Ask and
Have you yet? answer questio ns about the problems each of you had
1 For things that have been done, ask follow-up questions to to d eal w ith, and the solutions you've come up w it h.
e-qu re about the results.
• For things that haven't been done, possibly enquire why, and ask
en the PA intends to do them.

11
 Information files

File 20, 30, page 32 File 23, 3E, page 35

pretty low = rather unhappy, depressed. Student A :
2 heavy-going = difficult to understand. Step 1: Before you join with Student B, think how you are
3 Mind you =We use Mind you when we say something going t o give t he four pieces of news below in an indirect
that is almost the opposite of what we have just said, or that way (see the audio script on page 142 if you need help), and
explains or emphasizes it (e.g. He looks vel)' young in this be prepared t o answer your partner's challenging questions!
photo. Mind you, it was taken years ago.)
4 to wind someone up = to annoy someone. • You have overspent your budget.
5 Fif)ftecs..ccns.'iP.d =J..P.t'-'. h!'r-Rf>Jh.n.t... .1" ,1ftr'Ulffct!'c-dl€n:ffircrwlil'soon e~bse abwn.
• One of your customers has just cancelled a huge order.
File 21, 30, page 33 • You have to ask some of your employees to take early
Student A : retirement.

Step 1: You start. Ask your partner the questions on the left.
Make sure you get the correct response and a different way Step 2: Work in pairs. You speak first. Break your bad news to
of saying I don't know each time. your partner. Start with the first item. Listen to your partner's
reaction and respond. Then move on to the second item.
You ask: Your partner replies:
Step 3: Now listen to your partner's news, react in the most
What shall we get Olga What about a nice appropriate way and then ask challenging questions.
for her birthday? engraving or something like Do you mean that ... ? I Are you saying that ... ? I
that? I think she likes modern
art. So if I understand correctly ... I You mean, ... ?, etc.

How can I install Apps on Ask Suzana, she's

my iPhone? ourtechie. File 24, 4E, page 45
What's your greatest Losing my job,
Project 2: Amazon conservation project
worry? probably.
This project manages community forests in Brazil.
Hey, who won the match? I d idn't watch it. It arranges for classes from local schools to have
lessons outside in the jungle. The aim is to increase
What time does the bus I always take the
students' knowledge of their local environment and
arrive? underground, you see.
encourage them to take a role in its conservation in
the future. As well as working with the children, trained
St ep 2: Answer your partner's q uestions. Think of another environmentalists work with parents, teachers and the
way of saying I don't know and choose the appropriate local community to provide them with the skills that they
answer from the box. will need to manage the community forest together. A
Your partner: I haven't seen Simon this week. Any idea marketing campaign encourages local and environmental
what's up? companies to sponsor a class to help pay for the tools
You: I'm not really sure. but I think he's off sick. and training needed while they take part in the project.

____ You know what the traffic can be like.

____ Why don't you look at the instructions manual? File 25, 48, page 39
____ Helping people and learning from them. Student A :
___ J think he's off sick. You want to turn one of the following ideas into a business. You
____ I don't even know anyone by that name. want your partner to join you in t his project and invest some
money. Choose one project and explain why it is a good idea.

• Start a music studio You have found an old house in

File 22, 9C, page 97 a good location. You want to buy it and install the latest
equipment to make it into a modern music studio.
The Internet executives received a six-month suspended • Buy and sell paintings You have found a painting that
sentence for violating privacy, according to a ruling by you want t o buy. It's expensive, but you think that you can
the Milan court. sell it for a good profit. You will invest the money in buying
more paintings.
• Business travelle r assist ance You would like to use
your knowledge of your local area to help people who are
visiting on business. You could arrange accommodation,
transport, translation services and local information.

II
 File 29, 1OA, page 102

Red button
are consultants who have been Thanks for voting. Well, I guess you'd like to know what
a medium-sized American-owned happened next. As you suggested, I didn't quit my job.
•'t-was pta~·ul',fu:'ul't. ,\t ~~\:;1'1 to ~o~·k.i'i'g ,;., a Jw tow.+
isa successful company, recently the I had little interest in, I was also saving almost all my
has deteriorated a lot. For example, salary. I soon got used to travelling to work by bus to
have asked to be moved to a different save money on petrol. I managed to earn enough to do
criticized certain colleagues for their the first year of a degree course in medicine. I applied to
university and was delighted to be offered a p lace. My
are taking sick leave for no apparent
hecl1rectors are concerned t hat t his might line manager wasn't happy with me, but I was surprised
ilrfn,rm~'n""' They have hired you to look
to discover that my departmental manager was really
and come up with possible solutions. supportive. When I explained that I wanted to retrain in
the medical profession, he suggested working part-time
in my old job to pay for my course. I admitted having
a p roblem with my line manager and moved to a new
posit ion in a different department. So I'm studying for my
qualification part-time and paying for my education from
my wages. I like studying, but the funny thing is, I like
to spend time in the office as well. This experience has
taught me that it 's worth speaking to somebody before
making a career move, but it must be the right person.
people tend to form cliques. Things have worked out better than I thought they
result is that other people feel excluded. would. Thanks for your vote!
our morale.' (Karen, Admin)
communication, but there is a lot of envy
between the various departments.'
Resources) File 30, 1OC, page 107
Student A:
Read about this alternative to the traditional performance
review. Summarize the key points for t he others in your group.

seem to be very popular with MBO (M anagement by objective)

with the boss, but their work is
• Managers and employees set objectives together.
,.,ct.nrl~rrl Nobody seems to care. There's
there.' (Nada, Safes) • Employees are given a deadline to achieve agreed goals.
• Manager and employee decide to review goals
monthly, quarterly or annually.
• Reviews check whether employees have achieved
goals, not how they have achieved them.
traveller insists on stopping in a small town on the
Umato go to a family wedding.
his invitation to go to the wedding before
your journey. Turn to File 18, page 117.
File 31, 7B, page 73
Stud ent B:
try to hitchhike the last 1OOkm t o Lima. Turn to
120. You are on the management team.
You want t o arrange a meeting between the protest lead ers
and Carl Hamilton d uring the event to try to improve the
situation. Think of reasons t o support your argument.

the words in the box. They are words f rom a story.

and guess t he st ory by asking Student A 'yes'
File 32, 20, page 20
Calvin starts off by asking for something outrageous and then
decreasing the size of his requests until he asks for the cookie
he really wants. He says She's on to me because his mother
sees through his plan and does not agree to his request.

kiss screening checkpoint shut d own _..studenQ

•\'' "'ll')\!j(~.""'" .,,~,.~.~ ..?"'"'-"(.;,. ,- "; ~,.-.

~J.Irnft6riinatioo files.·.i
~~-··~J~~:!fJ:41·.:.,~·1\\~;. ·; ::~.. ~ .. ~ ·~ . ~ ··: .,;

File 33, 58, page 51 File 36, 6A, page 59

Answers
1 Generally t rue. This is what happened to Anne and John. Do
prison sentences were too long, too short or
2 False.- It is generally advisable to arrive on time or
10 to 15 minutes after the arranged time. • John and Anne had bought some land 1n
planned to build a holiday resort. They had
3 Generally true.
families jobs working in their hotel.
4 Generally true.
• Nobody is sure why John walked into the
5 Generally true.
Some people think he needed a new passport so
6 True. move to Panama permanently. Others think he had
7 True. argument with Anne.
8 False. -About three quarters. • Anne and John had t o pay back the insurance
money they had received. John was sent to prison
9 False. - The majority go to Australia, Spain or France.
years and three months. Anne was sent to prison
and six months.
File 34, 5C, page 53 • Their children say they don't want to have anything
with their p arents ever again.
Student A:
You are a manager. Last week, you asked your
assistant to make all necessary arrangements for File 37, 5E, page 57
an in-house training seminar due to take place
Student B:
fairly soon. You want to find out if the following
tasks have been dealt with: Your partner will ask you a question. Answer the question
truthfully and in some detail. Somewhere in your answer, use
• book a room
first expression from the list below (see first box).
• contact the presenters to ask what equipment
It is then your turn to ask your partner a question. Ask a
they will need
about the first topic t o begin with (see second box).
• ask the present ers for an outline of the seminar
Continue the activity until you have asked your partner a
• put up a notice on the board
about each topic, and you have used all the expressions when
• send an email to all employees concerned. answering your partner's questions.

You were expecting this information a f ew days

ago, but your assistant seems to have a time-
management problem. Now you need to find out:
• exactly what has been done ... many more .. .
• why certain things haven't been done yet 2 ... slightly more . . .
• when exactly your assistant intends to deal with 3 ... By and large, ...
them - do not accept vague answers.
4 ... tend to ...
Secret agenda: Can you determine what sort of 5 ... It's about time ...
time-management problem your assistant has? 6 .. . For the time being ...
(See exercise 7 .)

1 time management
File 35, 5E, page 57
2 deadlines
Student B: 3 dealing with people who complain all the time
4 wasting paper
Your cost-saving ideas:
5 working in a team
Choose what you think is the simplest idea from
the list in exercise 6. This is the only idea you are l6 popular colleagues
prepared to accept. You are not going to try very
hard to push it through, because you have been
with the company since Day 1 and you don't want
to see any changes. File 38, 7 A, page 71
Your task is to find arguments against any of the
When you arrive in Lima, you are exhausted. You go to
ideas your colleagues put forward.
and discover that it is above a disco and very noisy.
You put the pillow over your head - you just want to sleep.
File 47, page 122.
You complain to the manager about t he noise. Turn to File 55,
page 124.

II
 File 41, 50, page 55
Student 8:
Your partner is incredibly d ifficult to work with because
they are always complaining. Yo u need them t o make some
CfO nf iJ T.e!Br..oms COrT)oan,v. Your COrT)Pa'!Y changes t o some PowerPoint slides by Friday. You can
inthe news because of reports of financial sympathize a little witli tliem ifyou think it wllrhelj:>, buttlien
You are going to be interviewed for a business you sho uld try to move the conversation f o rward. Identify the
Prepare for the questions you think the problems and encourage your partner t o think of solutions.
might ask. You can use the information below
Use a professional neutral tone. For example: do not
invent information where necessary. You do not
exaggerate; be assertive, not aggressive, so use ' I' messages.
to very direct or aggressive questions.
made losses for two years in a row-
$1.2 million. File 42, 60, page 65
Student A:
there's an emergency meeting with the Read the commentary about conversations 1 and 2 in
to listen to their concerns. exerc.ise B. Jot d own .o few notes if you wish. Prepare to tell
talks with the board to rethink the your partner as much as you can remember without looking
financial strategy. back at the commentary.
of the board resigned yesterday - no
ioo:ir•n~tinno are expected. 1 A: I like your new boots.
8: Oh, thank you.
In most English-speaking countries, a simple 'thank you'
the economic situation is improving and is usually enough in response to a compliment. Many
will see a profit next year. people, t hough, often add a comment, e.g. 'Oh, thank
you. I bought them at C&A.'
Note that in a number of other cultures, more than a simple
'thank you' is expected in response to a compliment.

2 A: What an interesting poster! It's beautiful.

8: Please take it.
I: Work on your own. Read the whole st ory and
the first part with the past simple or past perfect of Speaker B's reply will seem strange if Speaker A doesn't
in brackets. know that in some cu lt ures (e.g. in a number of Arab
countries), you should avoid complimenting someone on
Work in pairs. Listen to your p artner read out the first
one of their possessions because they would then feel
story and check your answers. Then read o ut t he
compelled to give it to you .
for your partner t o check his/her answers.

tDecemlber 2007, someone 1 (discover)

on the internet. It 2 (show) John File 43, 60, page 65
some property together in Panama
2006- five years after John had Situations (1) and (2) have one thing in common: the
The police 3 (arrest) John and complimenter and the recipient of the compliment are
him with fraud. not of the same status- t he complimenter has a lower
reporters 4 (contact) Anne and she status- and this restricts the range of compliments that
the photo was real. Soon after, she can be paid.
that John 6 (fake) his death so they In (1), the head of department probably did not expect
insurance money and pay off their debts. to be praised for her professional qualities by an office
claimed that when John first disappeared, assistant, at least not in public.
he was dead. 'I genuinely thought he Similarly in (2), the teacher may have felt that it was
an accident,' she said. inappropriate for a student to give feedback on her
she didn't know he was alive until 11 months performance, especially in public. It would be all right for
up at her house unexpectedly and she the teacher's supervisor to do that. It would also be all
recognize him because he had grown a beard right for the student to com p liment the teacher face-to-
his appearance. She begged him to go to the face, or of course when completing a feedback form.
refused. Instead he moved into t he ho use Of course it's not only status, but also how well people
and they lived together secretly for years. know each other which determines how appropriate
that their children did not know anything a compliment might be. In (3), Pierre being new to
said, 'They thought John was dead. Now the company, the receptionist may have perceived his
to hate me.' Anne returned to the UK on compliment as too familiar o r flirtatious.
She was arrested and charged with fraud
File 55,

II
 Information files
File 44, 7C, page 75 File 48, 7C, page 75
M ostly a
You are a bear. You took the morning off
You know your rights and you make sure that you get them. work to wait for the delivery
You don't have a problem with confrontation and you choose of a new wardrobe, but it

II the most appropriate person in a company to get results. If

there is a problem, you try t o sort it out quickly and effectively.
didn't arrive. You paid extra
to have it delivered in this
time slot.
Mostly b
You are a kangaroo.
When you experience bad service or unsatisfactory goods, you
vote with your feet. You're unlikely t o speak to the company
to complain- you simply don't use them again. You're more
likely to d iscuss the bad service with colleagues, friends and
family and warn them not to use a company that you have had
a bad experience with.

Mostly c
You are an owl.
You know the power of the internet and use it both t o research
whether an organization is reliable and also to tell others about
your experience as a consumer. You don't have a problem
confronting bad service face-to-face, but you believe that
the consumers' real power is through communicating to a
company in writing or online.

File 45, 7C, page 75

Student A :
You o rdered a watch online as a present for a friend's
special birthday. When it arrives in the post, it looks
nothing like the picture on the website. You know that
your friend will hate it so you rush out and buy another You pop out to buy a sandwich
expensive present to rep lace it. Do you ... from a fast food chain. When you
a ? take your first bite, you realize
b ? that there is a small piece of
plastic in it.
c ?

File 46, 7 8, page 73

Student C:
You are on the emergency t eam.
You want t o stop Carl Hamilt on f rom attending the event .
It would go ahead - but w ithout him as a speaker. Think
of reasons t o support your argument.

You leave to go on a
File 47, 7A, page 71
business trip. When
You sleep very badly. The next morning, you finally arrive t o you arrive at your
inspect t he construction project. But yo u are so t ired that destination, you
you fall asleep in an important meeting. The project leader is discover that the airline
upset and comp lains t o your boss. has lost your suitcase
containing the clothes
and laptop that you
int ended to use in an
important presentation
you need to give the
next day.

II
 File 49, 98, page 95 File 51, 88, page 83
Student 8:
Step 1: Read t he story carefully. Interview 2

Step 2: Students A and C will try to guess what the story Student B:
is about. Answer t heir questions with 'yes' or 'no'. Do not You are the interviewer.
answer any questions that you consider to be grammatically You work for a business news website. You are going to
incorrect (ask your teacher if you are not sure). interview the Managing Director of a pharmaceuticals
When Students A and C have asked a maximum of five company w hich has been in the news because of reports
questions each, t ell them the story. that a new medicine is unsafe. The M anaging Director
has walked out of interviews in the past when the
Story 2 questions have been too direct or aggressive.
This story happened at the White House in November 2009.
Try to confirm whether the following is true:
It was the first big social event organized by the Obama
administration. More than 300 guests, including Cabinet • Company first knew about the problem a year ago.
members, diplomats and Hollywood celebrities, had • Three of the top scientists on the project have
m
been invited to a a·,nner ·,n 'nonour v~!.-i'tlflg loo',an 'i'f;,\i'~ ~r;V.':f letttl->.ec.~n'J.
Minister Manmohan Singh. • Reports that the government has warned doctors to
Tareq and Michaele Salahi, a couple from Virginia, were stop using the medicine immediately.
not on the guest list but they managed to crash the • Some patients want compensation from the company.
event because a Secret Service checkpoint did not follow
proper procedures. You want the following facts:
The day after, Mrs Salahi's page on her Facebook site • Exact problem with the medicine?
showed her posing for photographs with the Vice • Amount of people who use it?
President, the White House chief of staff, the mayor of
• Doctors are still giving the medicine to patients?
Washington DC and even three US marines.
• What people using the medicine should do now?
P-s a result, White House security systems were put under
review.

File 52, 80, page 87

File 50, SA, page 81 Student B:
Student A: Look at the full details of the messages you left on your
People should be charged to use news websites. colleague's desk. Use this information to help you clarify the
inform ation that your partner asks about.
Use five of the points in the box and at least one idea of your
own to give a short talk on the subject. Use the active and
passive form as appropriate. 'Phone me~<1ge
Jas:oo 1-lend.rf called - he wan~ yoo to re!:chedule 1he meeting
• News isn't free- reporters and writers are expensive with the wpplier Is: it po!:!:ible to have the meeting next Thur!:dGly
to employ. insteeld? 1-le alro want: to confirm what yoor orders are for the
• Visitors to news sites will pay for news content they next rnediGl adverti!:ing campGlign. Do yoo want the campaign to
can trust. f()CU!: on the internet or on TV?
• Most news sites are good value for money- some !-lope this: i!: cieelr.
cost less than a cup of coffee to join.
Celli Jcmn 1-lendry tfyou need more information.
• Some news sites use a system where visitors can see a
certain number of news stories; if they want to view more
stories, then they pay more.
• People will be attracted to news sites that have Note
specialist information, such as financial news.
• Other specialist content websites charge viewers, so Them are ten picture!: mi!:!:ing for 1he new catalogue. Does 1he
why shouldn't news websites?. photographer have copies: we. could have?
• Soon it will be normal to pay to access all news Voo C3n find a DVD ofthe mis:s:ing image& on your de!:~:.
websites. Research suggests that more than 50% of
visitors will agree to pay. Al!:o, could you ched With the printer~: to find the la!:t dGlte
that we. can get the photo@clph!: to them to publis:h in the
catalogue?

The ~e~ign department have a!:ked you to !:end confirmation

ofthe~r new artwort budgetfor the catalogue- is: it
f2QOOO or £30,000?
Information files

File 53, 80, page 87

Student B:
You want to change t he advertising for Diego Tyres. Use these details t o help you
clarify the informatio n in the email that your partner asks about.

1 M ag azine
Currently you advertise in the Hi
magazine That Car! From next month,
I've had some thoughts about possible changes
you want to change and advertise
to forthcoming advertising for Diego Tyres.
in Speed and Travel. You want t he
advertisements to be in colour not 1 Magazine
b lack and white. The advertisement Stop advertisements in That Car!
size should be full page not half page. Move to Speed and Travel from next mth.
If possible, you want the position of
Colour not b/w. Full pge not half.
the advertisement to be the back page
Position = back (if pass).
of the magazine.
2 TV commercial
Keep same time slot (8.30} but change day
Thurs • Fri
2 TV commercial
You want the advertising time to stay 3 Online
the same as it as at present (8.30 in the Website - Car Crazy? Wrong for our market?
evening) but you want to change the Other possible blogs/websites?
day that the commercial is b roadcast. Let me know what you think.
At present it is Thursd ay, and yo u want
to change to Friday. Regards

File 54, SE, page 89 File 56, 98, page 95

Students A and C:
Interview 1
Lo ok at t he words in the b ox. They are words from astory
Student B: Sam Hughes t hat you have to try and guess by asking Student B'y~·
'no' quest ions.
You only need t o answer q uestions that you are asked .
Student B will o nly answer q uestions that are nr~rnm>llw'>ll'
• You were chatting to your colleague while the safety
information was being explained. You can't be sure correct.
exactly how long t he safety talk lasted o r what the
Story 2
instructor sa id.
• You didn't t hink it was necessary to check equipment ( couple dinner Indian invited White House
before entering the cave.
• In t he cave, you realized your torch didn't work. You
didn't tell the instructor. Instead you stopped to try to fix
it and when you looked up, your group had gone.
File 57, 9C, page 97
• You didn't see the signs back to the entrance because
it was dark. Blake Robbins was awarded $175,000, which was
in a trust.
• You saw the 'danger' sign, but you were curious and
went to see what was inside. You hadn't been told not to Jalil Hassan, a second pupil who filed a lawsuit
go into 'danger areas'. the school authority, was awarded $10,000.
A lthough the school authorities eventually
had used the webcams to monitor students sec~
the FBI and regional prosecutors chose not to
File 55, 7A, page 71 criminal charges against the school authority.
Your request is successful. Yo u have a good nig ht's sleep and w hy it settled the case, the authority's president
arrive at the construction proj ect rest ed and refreshed . The lengthy trial 'would have been an unfair distraction
project lead er is impressed with your ideas and comp liments our students and staff and it would have -.v'"""""""
you t o your b oss. additional dollars that are better devoted to
The remaining $425,000 of the settlement was
the boys' lawyer for his work on the case.
 File 60, 6E, page 67
Stud ent A :
Ask your partner questions in order to complete
of the article. Then read t he rest of the article to Sit uation 1
IP~'itkms.
i'(ru · em:~- ,tn,., mil ~'1.."1 • Slf...? ~l:ta r.m.ac..P.J. Ltir.a I.!".Ort)Ili'll"}V who
recently discovered d uring a performance review (PR)
that Student B, one of your most brilliant researchers,
lied on t heir CV. You f o und three d iscrepancies:
Recent surveys have found that a m ajority of
employers monitor their employees. Such m onitoring CV: No health problems
~virtually unregulated. So, unless company p olicy PR: had an epileptic fit three months ago
specifically states otherwise, em p loyers ca n listen to, CV: 'project manager'
watch and read 1 (What?). PR: 'assist ant project manager'
Many employers track keystrokes and 2·_ __ CV: 1999-2004 worked for Pfizer
(What?). Some monitor blogs and social netwo rking PR: worked for Sikra 2003-2008
ies l _ _ (Why?).
Your task is to:
&nployers sometimes monitor phone calls with
clients or customers 4 (Why?). Besid es, • listen carefully to B's explanations
telephone numbers dialled from phone extensions • decide whether you want to maintain your decision to
an be recorded by a device called a pen register. It sack B for breach of t rust; if you decide not to sack B,
allows the employer to see a list of phone nu mbers what alternative measure are you going to take, if any?
cialled by any extension and t he length of each (e.g. demotion I salary cut I transfer to another
call. This information may be used to evaluate the department I negative reference, etc).
1111ount of time spent by employees with clients. The
conversations employees have with co-workers can b e
monitored in the same way that thei r conversatio ns
Situation 2
with clients or customers are.
You are the mediator and you speak first.
Many companies use video monitori ng to counter
lheft, violence and sabotage, and som e use Student B works as a designer in the IT department of
video surveillance to track employees' on-t he-job a tour op erator and accuses Student C, the CEO, of
performance. Most employers info rm employees taking credit for some of his/ her work.
about such practices.
Your task is to:
• get both parties to fill you in on the details of this
dispute; start w ith the CEO
• ask prob ing questions to establish whether this is
really a case of taking credit for someone else's work
• help both parties reach an amicable settlement.

r m;t.!Oavinc ideas:
two ideas from the right-hand column of the list Situation 3
6. Think of strong arguments to suppo rt these
You are a salesperson for a furniture company. Everyone
knows how successful you are: other people struggle t o
aslight problem listening to people. You meet t heir sales targets, but you always exceed them.
to present your own ideas, so you keep You tend to be a bit care less with administrative duties
people who put forward different ideas.
because you have more important things to worry
about. Last month, you incurred €55 travelling expenses,
but you lost t he receipt. To make up f or t he loss, you
got a similar receipt from a friend, but the amount was
only €34.

Your task is to:

• listen to the accountant give his/ her version of
the story
• give your own version
• maintain that no deception is involved here- you just
claimed something you are entitled to.
I
File 61, 9E, page 101 File 64, 1OB, page 104
I Student A: Student A:
You represent management, while your partner is a staff Use the f ollowing information and any ideas you
representative. Read the information below. to prepare a short anecdote. Use extreme
it interesting.
You think the current measures are insufficient, and you
are concerned about • Last week, your friend was working late
• the decrease in productivity floor of a building.
• the growing distrust between staff and management • The lifts weren't working.
• the fact that some of your staff have 'friends' and/or • She walked down the stairs. It was very
former colleagues in rival companies • The lights went out. She heard a noise.
• the lack of monitoring of interns working in the frightened.
laboratory. • She ran to an office and hid.
• She heard a voice. It sounded very angry.
Make your case for the introduction of all four new measures • It was the security guard. He thought she
proposed.
• He was very surprised to find her under a
You strongly believe that , as long as the monitoring policy is
• He thought it was very funny and told the
clearly explained to all employees, they will certainly welcome everyone in the office.
the new measures.
When you disagree with the staff representative, avoid
direct confrontation but do express your opinions forcefully
whenever necessary. File 65, 108, page 105
Student A:
You are at a business convention when you see
File 62, 1OA, page 102
you worked with in the past (or st udied with in the
a conversation and find out what they are doing
Green button
their q uestions about you. You can make up
Thanks for voting. Well, I guess you'd like to know use the following information.
what happened next. As you suggested, I explained
the problem to my manager. He wasn't very supportive
• You stayed at the same company. You
and refused to let me work part-time. I considered
promoted and are now a director. You are
talking to my departmental manager but decided that
your job.
it would probably be a waste of time. I managed to
do voluntary work at a local hospital at weekends and • Answer questions about Carla (a mutual
made some good contacts there. After a few months, She left to work for a competitor and took I
I decided to leave my old job. I'd managed to save with her. Your CEO was very angry.
some money so I went travelling and did voluntary work • James (anot her mutual colleague) left to start
with medical charities in some interesting countries. restaurant. You went there and the food is very,
I got a lot of practical experience. It convinced me that • Remind your ex-colleague about a time
I really wanted to go into the medical profession and organized a departmental social event together.
I returned home determined to study. I've been offered karaoke evening and you discovered that your
a place on a course to study medicine, which I hope to a very bad voice. It was very funny.
start in September. I miss having a regular salary and
• Suggest going to have a coffee to talk
I don't mind telling you t hat it's all been more difficult
that I thought. But I'm studying full-time so I will get my
qualifications sooner than if I worked at the same time.
It will all be worth it when I'm a doctor. Thanks for
File 66, 10C, page 107
your vote!
Student 8 :
Read about this alternative to the traditional performance
review. Summarize the key points for the others in
File 63, 1 B, page 7
Student 8: Self-review
Ask your partner questions to make them say exactly the • Employees analyze own strengths, w"~'knP•:-•
same as words on your cards. successes.

Five. I don't know. In winter. • They say what areas need to improve.
• They use a form to give themselves a score in
She's Spanish. To find a job. Yes, I do. work-related categories.
• Manager meets with employee and asks
explain how and why they decided on their score.
 1 = Rarely meets requirements
2 = Often fails to meet requirements
3 = Generally meets requirement
4 =Always meets requirements
5 = Generally exceeds requirements

3
2
ability to learn and use new skills 4
2
an ability to generate ideas and solve p roblems 4

Action
shows ability and often has excellent ideas. However, A meeting was arranged with Nadim and the following
areareas that need to be imp roved to help him objectives were agreed :
in the company. • Improve dress style, timekeeping and attendance.
• Attend training course on customer care.
• Contribute to t eam t asks more effectively.

June 17 Comments from team members on a recent team project

'Nadim has shown huge improvement in his style of dress in the office and often wears
a suit.'
'Always on t ime now. Often works late, too.'
'Not off work so often b ut still has more days off than rest of t he group.'
'Might st ill need some support in skills for working in a team as he can sometimes
follow his own id eas too much.'
' Nadim has started to show great potential. He's showing some go od leadership qualities.'

File 69, 1 D, page 11

Student B:

Topic 1 You have no strong opinion, but you believe it

is a good thing to raise t he retirement age.
18t~,ourdriver, will be picking her up at Brussels Airport
JXl ta~ng her directly to her hotel. You notice that someone is not saying much,
so you try to draw them into the discussion.
oolyafive-minute walk from our head office, so she'll have
pen~ of time to relax before a very b usy day. Topic 2 You don't really feel like contributing anything
sony I wasn't available to take your call yesterday. to th is d iscussion, so let t he others argue.
aaach adetailed schedule for the day, as well as a map of the Don't say anything unless someone asks you.

Topic 3 You are passionately involved in t his issue,

so you argue strongly that working from
home is just a trend that will not last.
People need companies as much as
companies need people.
 lnformati on files
File 70, 1 C, page 9 File 73, 7 A, page 71
II Student B: The only accommodation available is in a backpa,cker'!illl
I As you know, all business corre spondence can be f ormal, It's very noisy and you have to share a room with
I people.
neutral or informal. It depends who you are writing to. It
depends on your relationship with your reader. When you are You take the room and try to get some sleep. Turn
r'l in doubt, a friendly, neutral style usually works best. page 122.
Complete the 'Closing' column with the expressions from the You offer to pay the manager extra for a single room.
box. Then check your answers with your partner. File 55, page 124.

Best regards, With bestwishes, Best, Talk soon,

File 74, 3C, page 31
I Student B:
Opening Closing 1 Work on your own. You have now identified the
I
Informal Tony, that your predecessor was up against while organizing
event. Decide what went wrong in each area 4-<l.
See you soon,
problem (a) or (b). or invent your own problem (c).
...I. -J; Hi Tony, Bye for now,
4 Entertainment:
: -J; Dear Tony, All the best, a you could hire a OJ, but there's hardly any
I Regards, for dancing!
-J; b your boss suggested hiring a magician, but
'I ri,
Dear Tony Aden uga,
Best wishes, all expensive
Formal Dear M r Adenug a, c
5 Catering:
Now discuss these questions. a you feel food and drinks should be free,
' Do you ever about your budget?

• start an email with no greeti ng? b your favourite catering company has just i
its prices
• end an email with no closing (i.e. you just sign off with your
c
i"
I
name or initials)?
6 Registration:

I File 71, 5C, page 53 a last year, 56 people registered, but only
48 turned up
b one month to go, and only 23 people have
Student B:
registered so far!
I Your manager has asked you to make all necessary
arrangements for an in-house training seminar due to
c

II
take place fairly soon. So fa r, all you've done is book a
room and put up a notice o n the board - you haven't 2 Listen to your partner and make a note of the
done anything else. The problem is, some other people areas 1- 3.
have asked you to help and you don't want to disappoint
anyone. 1 The b u d g e t : - - - - - - - - - - -
11
• Henry from Accounts asked you to fix his computer.
• Liz from Human Resources asked you to look after 2 Thevenue: ________________________
'! Olivera, the new t emporary assistant.

I
• Melinda from Admin asked you to go over a letter 3 Promotion: - - -- -- -- - - -- -- -- -- -- - - - i
she'd translated.

When asked when you inte nd to deal with the remaining

tasks, try to get away with vague answers like, I'm
3 Now tell your partner about the problems in areas~
working on it, It may take a while, I'll see what I can do.
4 Work on your own again. Think of a solution to
I 5 Work together with your partner again. Ask and answer
File 72, 58, page 50 questions about the problems each of you had to
The three countries described are: and the solutions you've come up with.
• Turkey
Topic :
• Germany
• Spain

II
 File 77, 30, page 33
Student B:
listen and complete the text on your own. Then Step 1: Answer your p artner's questions. Think of another
your text with Student fl:s and check your answers. w ay of saying I don't know and choose the appropriate
all the expressions the speaker uses to structure his answer from t he box.
Finally, go to the audio script on page 138 to Your partner: What shall we get Olga for her birthday?
underlined expressions.
You: I'm not really sure, but what about a nice engraving or
something like that? I think she likes modern art.
that back and neck problems are one of
ten medical problems in Western countries? ____ I always take the underground, you see.
ago, because of my job and my research,
_ _ _ an average of 12 hours _ ___ I didn't watch it.
at a desk. My spine was stiff. I could hardly _ _ _ Losing my job, p robably.
more. That's when I decided to take up Tai Chi. ____ What about a nice engraving or something like
cnm·"wr'"r"' that it could do a lot of good to your that? I think she likes modern art.
why not give it a try? ____ Ask Suzana, she's our techie.
like to 2 about
Chinese martial art called Tai Chi.
Step 2: Ask your partner the questions on the left. Make sure
in three parts. I'll start with a little historical you get the correct response and a different way of saying
Then 1'11 3 the I don't know each time.
ofTai Chi. And finally, I'll describe what
practise in a club. You ask: Your partner replies:
with an overview ofthe history ofTai Chi.
I'll take you back to the origin- 12th-century I haven't seen Simon this I think he's off sick.
I'll say a few words about how and why Tai week. Any idea what 's
into a number of different schools. s_ _ __ up?
I'd like to explain how this art reached the rest I wonder what's wrong Why don't you look
with t he printer. at the instructions manual?
me to my next point, which is why Tai Chi can
health benefits to so many people. I'd like What do you like best Helping people and
~---three areas that we can d evelop
about your j ob? learning from them.
Chi: the muscles and the joints, the internal You could've told m e I don't even know
your powers of concentration .... about Leo. anyone by that name.
is it like to practise in a club? What do you
you just observe a Tai Chi session? How long will it take us to You know what the
- - - - · · an instructor, demonstrating the get to the centre? traffic can be like.
guiding the students; a group of people
instructor and practising; and last but
an atmosphere of calm, concentration and File 78, SA, page 81
Student B:
____ _ _ _ _ _ the
People should be charged to use news websites.

_ _ _ _ _ _ by reminding you Use five of the points in the box and at least one idea of your
I said at the beginning ... . own to give a short t alk o n the subject. Use the active and
passive form as appropriate.

• News sites that charge risk losing visitors t o their site.

• Charges would start low but would increase each year.
• The websites that charge are often linked to
You don't really feel like contributing anything newspapers; newspaper sales have fallen and the
areas4-6. to this discussion, so let t he others argue. Don't number of online visitors will also fall.
say anything unless someone asks you. • Research suggests that less than 5% of visitors will pay
to view news stories.
You are passionately involved in th is issue, so
md answer you argue strongly that private health insurance • Advertising revenue is a better way to increase profit
:o deal with, is best. Why should people who work hard pay for news websites.
for those who don't want to work? • News sites should focus on getting more visitors in
order to attract more advertisers.
You have no strong opinion, but you bel ieve
• News becomes out-of-date very quickly so websites
working from home has a lot more advantages
need to offer people more interesting content rather than
-in fact, it's the future of work.
charge them to visit the site.
You notice that someone is not saying m uch, so
you try to draw them into the discussion.
Information files

File 79, 3A, page 27 File 81, 6A, page 59

Student B: Student B:
You are the PA. Look at your to-do list on your computer. Step 1: Work on your own. Read the whole story and
Decide which are the four most important it ems and tick complete the second part with the past simple Of past
them off because you have already dealt with them. p erfect of the verbs in brackets.
Your office manager will phone you for a progress report, so Step 2: Work in pairs. Read out the first part of the
be prepared to explain why you have done the things you your partner. Then listen to your partner read out the
have done and not the others. p art and check your answers.

On 5th December 2007, someone discovered a

photograph on the int ernet. It showed John
To-Do List buying some property together in Panama and
dated 2006- five years after John had
• Email Rigley re office equipment maintenance
The police arrested John and charged him
- Contact maintenance company re copiers I
Newspaper reporters contacted Anne and she
printers
the photo was real. Soon after, she admitted
• Take inventory of o ffice supplies had faked his death so they could claim ·
- Place order and pay off their debts.
But Anne also claimed that when John first
• Screen job applications (Cust omer Service Ad visor)
she thought he was dead. 'I genuinely thought
- Shortlist candidates an accident,' she said.
- Arrange interviews
She also said she d idn't know he was alive until
• Get feedback from employees about monitoring I later. He turned up at her house me.xoecte<jlva
recording long-d istance phone calls she almost 8 (not recognize) him
9
(How? Questionnaire? Interviews?) (grow) a beard to disguise his
She begged him to go to the police, but
• Update health & safety regulations (refuse). Instead he 11 (move) into
- Forward to departmental managers to hers and they lived together secretly

• Contact various IT companies re best software A nne 12 (insist) that their children did
solution anything about it. She said, 'They thought
dead. Now they are going to hate me.' Anne
- Get written quotes
(return) to the UK on 9th December. She
and charged with fraud and money "'"'nrl<>rinn

File 80, 3E, page 35

Student B: File 82, 8E, page 89
Step 1: Before you join Student A, think how you are going to
g ive the fo ur pieces of news below in an indirect way (see the Interview 2
audio script on p age 142 if you need help), and be prepared Student A: Zaheer Kumar
to answer your partner's challenging questions! You o nly need to answer questions t hat you
• It was a much larger group than usual (16
• The lunch b reak will soon be ten minutes shorter.
some members were chatting during the
• You cannot p ay one of your suppliers on the
• The group doing the caving activity
agreed date.
minutes late. The safety talk may have been
• It seems that you are going to lose a contract to your normal so that you could start caving on
main competitor.
• You told the group t o check torches and
• One of your most respected managers has decided equipment before entering the cave but
to leave the company. time to check whether they did or not.
• When you realized that one of the group
Step 2: Work in pairs. Your partner speaks first. Listen to your you waited for five minutes to see if they
partner's news, react in the most appro priate way and then When they didn't, you took the group out
ask challenging questions. and then returned to look for the missing
Do you mean that .. . ? I Are you saying that ... ? • You couldn't call for medical help
So if I understand correctly ... I You mean, ... ?, etc. no mobile phone signal. You asked one
ru n to the main build ing to get help.
Step 3: Now break your bad news to your partner. Start w ith
your first item. Listen to your partner's reaction and respond.
Then move on to the second item.
 File 85, SA, page 49
Student A :
Step 1: First, work t ogether with one or more A students.
Evaluate the solutions below and decide which t hree are t he
best. Think about how expensive the various solutions are
going to be, how long they are going to take to produce
results, how popular t hey are going to be with staff I
management, etc.

Possible so lutions
out of modesty, disagrees directly
and so breaks one of the unwritten • use the 'likable fools' to lead meetings where they
to compliments in English-speaking explain the changes you want to introduce
others): disagreeing with the • pair up less experienced employees with more
make Speaker A feel bad or stupid. experienced ones who act as mentors
111'1\mnl,,m.,nt that you
feel is too big or that • make sure project teams are made up of people who
what you can do is first accept it, don't always agree with each other
a comment to reduce the force of the • identify the 'likable fools' who underperform and sack
them
• identify the 'competent idiots', give them feedback
But I need to expand my vocabulary. and coaching so they can change their behaviour and
become better int egrated
It's a pity it doesn't have an extra window. • encourage familiarity by mixing up people's
workspaces, so they can mingle more
a great performance. Well done!
the best one in the club. A 1: Getting experienced staff t o act as mentors will be
the compliment so openly and even adding considerably less expensive than organizing coaching for
Bbreaks the second unwritten rule of those competent idiots.
to compliments in English-speaking countries A2: Maybe, but it might also be less popular. I think
namely that you should avoid praising the /east expensive solution is to mix up employees'
workspaces.

Step 2: Get together with Student B, who has chosen three

other solutions. Compare your six solutions. Then agree
which three you want to include in your report to Avatec's
management.

applications for mobile phones File 86, 7 A, page 71

to watch 1V The bed and breakfast is great and very reasonably priced.
heater/cooler that uses no electricity The owner is celebrating his birthday and invites you to a
destroy emails that you didn't mean to send party with his f amily and friends.
You thank him but refuse. You really need to get some sleep
and ask for the quietest room in the house. Turn t o File 55,
end parking problems page 124.
1 to help people get a seat on crowded You accept t he invitation and go to the party and dance until
dawn. Turn to File 47, page 122.
for people who hate checking in at

way to find out ofyour boss is nearby

useful and attractive for your desk

II
Information files
File 87, 9E, page 101 File 89, 9E, page 101
Student B: Student B:
Read t he f irst part of the article and prepare to answer your You are a staff representative, while your partner
partner's quest ions. Then ask your partner quest ions in order management.
to complete the rest of the article. You believe the current measures are "'"''"""t""
How can conversations employees have with co-workers and there is no need to introduce any new
be monitored? are prepared to make concessions on t he
blogs and social networking sites, but you 1

measures off limits. Read the information below.

Recent su rveys have found that a m ajority of
em ployers m onitor their employees. Such monitoring You believe that:
is virt ually unregulated. So, unless company
• many employees already feel nv~·r-mnnrrnrM
policy specifically states o therwise, employers ca n
listen to, watch and read most of your workplace • more monitoring will definitely have a
communications. on staff morale and motivation, and ultimately
productivity
Many employers track keystrokes and time spen t
• the monitoring policy definitely won't work
at the keyboard. Some monitor blogs and social
are consulted
networking sites to see w hat is b eing w ritten about
the company. • what the company needs is to look for
rebuilding trust between staff and m:>n=>~•omllf'll
Employers sometimes monitor phone calls w ith ways of increasing surveillance.
clien ts or customers for reason s of q uality control.
Besides, telephone numbers dialled from phone
ext ensions can be recorded 5 (How?). It W hen you disagree with t he management
avoid direct confrontation but do express your
allows the em ployer to see a list of phone numbers
dialled by any ext ension and t he length of each f orcefully w henever necessary.
call. This information may be used to evaluate the
amount of tim e spent by employees w ith clients. The File 90, 98, page 95
conversations employees have with co-workers can
Student C:
b e monitored 6 (How?).
St ep 1: Read the story carefully.
Many companies use 7 (What?) to counter
theft, violence and sabotage, and some use video Step 2: Students A and B will try to guess what the
surveillance 8 (Why?). Most employers is about. A nswer t heir questions with 'yes' or 'no'.
inform employees about such practices. answer any questions that you consider to be
incorrect (ask your teacher if you are not sure).
W hen Students A and B have asked a maximum
questions each, tell them the story.

File 88, 7C, page 75 Story 3

This story happened in January 2010. The
Student B: authorities were trying to test airport
You rent an expensive villa for a short break to celebrate procedures for checked-in luggage, so they
a special occasion with family. When you arrive, you find i.e. placed, illegal items on eight n :><<<>n .n<>r<
that the accommodation has no hot water, the kitchen is tell them they had done this. Sniffer dogs
dirty and the 1V doesn't work. of the illicit items, but the eighth - 90g of
explosives -which had been planted on a
Do you ... electrician living in Dublin, escaped detection.
a ? authorities then failed to intercept the man's
b ? he was allowed to board his plane to Dublin.

c ? Three days later, the Slovak authorities

Irish police, who immediately launched a
operation. Blocks of flats were evacuated
was called in to recover the explosives. The
electrician, who had no idea what was going
arrested under anti-terrorist legislation but
a couple of hours later.
The Slovak Interior Minister apologized to the
Irish authorities.
 File 92, SE, page 57

St udent D:

Your cost-saving ideas:

as a researcher for a pharmaceutical comp any. None. You may not have any ideas of your own, but you are
at your job, but after a recent performance very good at weighing alternatives. So, whenever you can,
your manager accused you of lying on summarize two ideas your colleagues have put forward,
and explain their advantages and disadvantages.
Be as assertive and neutral as possible at all times.

health problems
an epileptic fit t hree months ago
File 93, 10C, page 107
manager'
Student C:
project manager'
Read about t his alternative to the t raditional performance review.
worked for Pfizer
Summarize the key points for the others in your group.
for Sikra 2003-2008

Peer review
your honesty, as in fact you d id not lie: the • Two o r more co-workers evaluate each other in private.
is that your CV was written carelessly (e.g. • They review a colleague on topics such as productivity,
with Select I Copy I Paste; failure to specify
professionalism, quality of work and o rganizational skills.
were full-time, part-time or occasional, etc).
your health, explain that when you wrote • The review is given to the manager.
you hadn't had a fit for five years; you thought • Manager can choose to keep the results secret or share
you'd never have one again. them w ith the employee and use them to offer constructive
for your careless CV, emphasize your feedback.
as a researcher, show your genuine
to the company.
File 94, 88, page 83

Interview 2
a designer in t he IT d epartment of a Student A:
You attended the company's latest You are the Managing Director of a pharmaceuticals
sales conference, during which the CEO company. Your company has been in t he news because
as his/her own the new logo of the company. of reports that a new medicine is unsafe. You are going
a beautiful piece of artwork which took yo u t o be interviewed for a business news website. Prepare
produce, with a little help from a very skilful f or the q uestions you think the interviewer m ig ht ask. You
has now left t he company. can use t he information below and also invent information
to: w here necessary. You do not respond well to very direct or
aggressive questions.
the CEO give his/her version of the story
any comment that you consider untrue,
• Three scientists have left the company to work on other
arguments
projects (as agreed before the problem was discovered).
a public apology.
• Competitors have started rumours that the government
has warned doctors to stop using the medicine (which is
false, but your company has advised doctors to stop using
the medicine until more tests have been carried out).
• The p roblem with the medicine is not dangerous to
works as Chief Accountant for a f urniture patients' health. There is one ingredient that has caused
minor problems for some people (some have experienced
Student A is a salesperson for t hat
temporary hair loss, but don't mention this unless asked).
accountant accuses t he salesperson
expenses he/she didn't incur. • Currently 2.5 million people use the medicine worldwide.
• As soon as the problem was discovered, you stopped
supplies of the medicine until the problem is resolved . (But
accountant to give you his/her version of there was a communication problem and, until this week,
some doctors continued to give the medicine to patients).
salesperson to give you his/her version • Your company is producing an alternative medicine
story (without the problem ingredient) and this will be available
whether or not this is a case of fraud - does next month.
director really need to be informed?
both parties reach an amicable settlement.
 File 95, 98, page 95 File 98, 108, page 104
Students A and 8 : Student B:
Look at the words in t he box. They are words from a story Use t he f ollowing information and any ideas you
t hat you have to t ry and g uess by asking Stud ent C 'yes' or t o p rep are a short anecd ote. Use extreme adi1i!CIN·esto1
'no' questions. it int eresting.

Ii Student C will only answer questions t hat are gramm atically

correct. • Last month you went on a training course
new boss.
I Sto ry 3
• You had t o work in teams and race to
airport apartment electrician explosive Irish Slovak a map.
• The weather was very bad.
• After th ree hours you were all very tired.
File 96, 78, page 73 • Finally, you had to cross a river in a very
Student D: • You st arted to help your boss into the boat
You are on the emergency t eam. • You slipped and pushed him into the river.
..•, You want the Solar event to g o ahead and Carl Hamilton to • The water was very cold.
be a speaker. You believe t his would show that the Rockdale • Your boss was very angry.
Centre can safely organize international events even in
• You had to share a car with him on the
difficult circum stances. Think of reasons to support your
• He didn't speak to you. It was very
argument.

File 97, SA, page 49

File 99, 108, page 105
Student 8:
Student B:
Step 1: First, work together w ith one or m ore B students.
You are at a b usiness convention when someone
Evaluate the solutions below and decide w hich t hree are t he
worked wit h in the past (or studied with in the past)
best . Think about how expensive the various solutions are
going to be, how long t hey are going to take to produce a conversation wit h you. Answer t heir questions about
you. Find out what they are d oing now. You can
results, how popular t hey are going to be with staff I
management, etc. informat ion or use the informat ion below.

Possible solutions • You left the company two years ago.

'I • identify some of the most disliked 'competent idiots',
• You went to work in another country
• You have been promoted and now nun a
II and sack them
• organize end-of-the-week get-togethers for all
employees
• Ask about Carla. She was very, very
• Ask about James. He loved to cook and
• make sure p roject teams are made up of people who a chef.
know each other and always agree with each other • Remind your ex-colleague about a time
• identify the 'likable fools' and give them roles where went to visit a client and locked the keys in
they can connect people f rom d ifferent departments had to get a taxi back to the office. It was very
it was raining. No taxis would stop and you
• encourage familiarity by creating informal gathering
very wet
areas where employees can chat
• You have to meet a client in five minutes.
• create inter-departmental project teams to encourage
a shared identity conversation politely and send regards to the
your old department

81: Organizing get-togethers will be a lot more popular

t han sacking people.
82: Well, of course. But I think in the long run it will be far File 100, 7A, page 71
less effective. The hire car breaks down in a small town 600km from
There is a good mechanic in the village but he is awey
Step 2: Join up with a Student A, who has chosen three
other solutions. Comp are your six solut ions. Then agree tomorrow. You d ecide to wait. Turn to File 18, page 117.
which three you want to include in your report to Avatec's You don't want to wait. Instead you get a lift to the next
managem ent. t own, where an overnight bus will take you to Lime.
File 38, page 71.
 File 102, 38, page 29
Teacher
Pre-t each any key vocabulary t hat can be assumed unknown
or that you f eel is worth recycling (e.g. pebble, cunning,
cancel a debt). Tell the group yo u are going to tell a story, but
that not everyone will hear it from you. Send some students
the manager of a pharmaceutical company outside while you read the story (three or f our students if
discovered during a performance review that there are 12- 20 in t he group). Tell the remaining Ss that t he
brilliant young researcher, lied on t heir CV. ones outside are going to retell the st ory one after the other,
and that each time they should all make a note of the details
t hat are changed or lost in the retelling.
Read the st ory. Then get one of the Ss outside(= 51) t o come
nature of those lies, and assess their
back inside. Ask f or one volunteer who heard the story from you
to do t he first retelling. Everyone listens. Get another S back
and B's perspective on the issue inside(= 52). 51 retells the story to 52, t hen 52 to 53, etc.
measures should be taken
Bto reach a comprom1se ... outom~-,fy<JU · , .5\!:i'\...J-- Olr mhi.t!>.?
of the opinion that a compromise should Many years ago, when a person who owed money could
this situation. be thrown into jail, a merchant in London unfortunately
owed a huge sum to a moneylender. The moneylender,
who was old, ugly and evil, fancied the merchant's
beautiful teenage daughter. He proposed a bargain.

CEO of an international tour operator. At the He said he would cancel the merchant's debt if he could
llll'll!nferenoP..you proudly presented your new marry his young and beautiful daughter. Otherwise, he
would have the merchant thrown in jail where he would
It is a beautiful piece of artwork which
spend the rest of his days_ Of course, both the father and
by reformatting an image you came across
his daughter were horrified at the idea.
folder on the company Intranet. The
dozens of other images. One of your The cunning moneylender then offered to let fate decide
now accuses you of stealing his/her work. the matter. He said: 'I will put two pebbles in a bag, one
black and one white. Your daughter may reach into the
bag and without looking choose one of the pebbles. If
she chooses the black pebble, she will become my wife
and your debt will be cancelled. If she chooses the white
pebble, she stays with you and again your debt will be
your employee's accusations
cancelled. If she refuses to choose, you will go to jail and
amicable settlement, but an apology is out she will surely starve.'
W ith a heavy heart, the merchant and his daughter
agreed to the bargain.
As they talked, they were standing in the merchant's
garden, on a path covered in pebbles. The moneylender
Chief Accountant for a furniture comp any, bent down to pick up the two pebbles. As he was doing
is a salesperson. so, the daughter noticed he picked up two black pebbles
Ns receipts last month, you noticed and put them in the bag.
to the amount of €34 was dated In that moment, with her life in the balance, she had
problem is that 21 May was a Sunday, and to choose what to do. She could refuse to choose, but
on a Sunday. that would send her father to jail. She could expose the
moneylender as a cheat, and risk making him furious
and violent. Or she could take the pebble and sacrifice
your version of the story when called upon by her life.
It was then that she had a brilliant idea. She reached into
P:s version of the story the bag and pulled out a pebble, and before anyone
sympathy for A, but explain why you have to could see it, she dropped it on the ground where it
director. became lost among all the other pebbles. 'Oh, how
clumsy of me,' she said. 'But it doesn't matter. If you look
in the bag, you'll be able to tell which pebble I chose by
the colour of the one that is left.' The moneylender would
never admit he had been dishonest, so the daughter won
freedom for both herself and her father.
 Audio scripts
1A, Page 5, Exercises 5 and 6 S: Wow! .. . That's great news indeed. I'm so happy
Liliana.
Conversation 1
L: Thanks. But competitio n will be fierce, no doubt
I = lnteNiewer; V = Vladimir
1: So, Vladimir, as you know, Professor Vera Vishneva is one of
the ten most influential women in Russia today. When d id you
S: ... so you need to prepare as best you can.
first meet her? L: I know. I'm going to do my homework, of course.
as much as I can about the company and about the
V: Erm ... I was in my first year at Volgograd Medical
University, so in 1998. She was teaching biochemistry .. . But S: What are yo u going to wear?
the funny thing is, when I attended her first lecture, I realized L: Don't know yet. I' ll decide when I find out about
I'd already met her once without being aware of it. cod e. But one thing is sure: I'm going to have a
1: How d o you mean? yes, and something else: I'm reading How To MakeA
First Impression.
V: Well, a week or so earlier, I need ed to go to the adm in
departm ent to hand in some documents. I didn't know my S: Wow! I'm really impressed. You don't waste any
way around the university buildings, and somehow I got lost, you?
so I had to ask for directions. Just at that moment, a woman L: Well, I'd certainly love to get that job. It's a unique
was coming out of an office, so I asked her.... I remember she opportunity!
had chalk dust on her nose, and she was rather shabbily
d ressed ...
1 B, Page 6, Exercises 5 and 6
1: What like?
I = lnteNiewer, L = Linda
V: Like she was wearing old-fashioned trousers that were too
big, and a sweater that didn't match. 1: Good morning, Linda! A lot of our listeners have
contacted us about speed networking, which I know~
1: Really! ... And?
something you've had first-hand experience of. Can
V: And, well, back t hen I thought she must be one of the a couple o f q uestions?
maintenance staff. But t hen one week later the same woman
L: Sure! W hat do you want to know?
turns up again ... t his time t o give us o ur first lecture in
b iochemistry. I could n't b elieve it ! 1: Erm ... to start off with ... how does it work?
1: W hat was she like? L: W ell, you bring together a number of people
p rofessional areas, or with similar business interests.
V: Well, I can't say her dress sense had improved. But that
w ho know they can benefit from a larger network
didn't matter. She caught our attention immediately. She was and who at t he same time have something to offer ..
so brilliant! It's not just that she's an expert in her field, but she
really makes it interesting for us. 1: Do you mean job seekers and employers, for
1: A truly fascinating person, then. L: Exactly. But there are other categories of people

V: Yes. She is. 1: OK. So, you bring them all together. Erm ...
people attend such events, by the way?
Conversation 2
L: Ah. There's no rule, really. It depends on the aims of
C = Cindy, R = Rick
t he event and on the host's resources. It could be 20,
C: Hi Rick! Did you watch that programme about speed- be 200.
dating last night?
1: Are people free to walk around and mingle in any
R: No, thank you. I have no time for rubbish like that. like?
C: Oh, come on! Tens of thousands of people are into it. So, L: No, certainly not. Speed business networking
how can it be rubbish, then? always highly structured, even if the structures can
R: Well ... Do you know what it means to really know Sometimes, it's like musical chairs: people sit in
someone? It takes a long t ime, a very long time. I have always circles, w it h individuals sitting across from one another.
believed in that idea. 1: How long can they speak to one another?
C: That sounds like romantic nonsense to me. L: It depends. Somet imes it's six minutes. But it can be
R: Where's the big rush, anyway? We have to learn to suspend ten or more. Participants are told exactly when to
judgement. when to stop. Then those in the outer circle stand up
move one seat to the left, and a new conversation~
C: How do you mean?
1: W hat happens during those six minutes?
R: Well, you can't read three pages of a novel and decide it's
not worth reading. The same way as you can't attend t he first L: Well, typically, people exchange business cards, then
lecture and decide the teacher's no good. And it's ludicrous to spend two minutes each talking about themselves,
think you can find a soulmat e in ten minutes. Read The Little the last two minutes they decide what the next step is
Prince and you'll know exactly what I mean. be. Um, do they want a follow-up meeting, where, when,

Conve rsation 3 1: M m, sounds interesting. But ... is it effective?

S = Sharon, L = Liliana L: I personally enjoy those events a lot. There's so much
S: You look so happy tod ay, Liliana. energy flow ing. But you need to have realistic
If yo u hope to clinch a deal in a few minutes, you'll be
L: I've got some good news.
disappointed. But if you j ust want to meet a lot of i
S: Oh, yeah? What is it? Come on, tell me! people in a short time, and if you are prepared to I
L: I've been shortlisted for the post I was telling you about. those initial contacts and build on them, then I'd sayyes.
The inteNiew is in ten days. speed networking is very effective indeed.

II
 1 D, Page 11, Exercise 8
1
A: Ponte Vecchio is one of the best Italian restaurants in town.
B: Yeah. We had dinner there last Saturday. Fabulous!
C: Mm. I must check it out sometime. Whereabouts is it?
dinner together next week? 2
A: I thought the match was terrific.
B: Kerad's second goal was a thing of beauty.
C: Yeah. All of the second half was quite exciting.

3
A: Simon's been on sick leave for more than a month.
B: And no one knows when he'll be back.
C: Poor man. It must be something serious.

4
yoodoing any overtime next week? A: I'm a tax inspector.
B: Mm. That can't be an easy job.
C: Is there a lot of tax evasion these days?
your commute take long? 5
very. A: This weather seems to be driving everyone mad.
B: It does, doesn't it. Absolutely dreadful.
C: Let's hope the rain lets up soon.

6
A: The g uys in Accounts are looking exhausted.
You know Benjamin Katz, don't you? B: They're all overworked, that's the problem.
\'t,at are your colleagues like? C: You're right. You can tell we're near the end of the financial
lie you doing any overtime next week? year.

1 D, Page 11, Exercise 10

Conversation 1
A = Arthur, L = Leo, C = Connie

and the new office manager is good, isn't he? A: There's always such a queue at the cafeteria. They're clearly
understaffed.
he works really hard.
B: I'm not sure. I'd say they're just completely incompetent. ...
cleaners told me he never leaves before
What do you think, Connie?
C: Well, I think those guys are quite good, actually. But I'm
sure they need at least one extra pair of hands.
you remember Ricardo, well, he's just bought one
Volkswagen Beetles. Conversation 2
V =Vince, B = Bill, C =Carol
Do you know, I've never actually been in o ne?
V: If we want to cut costs, let's cancel the staff party.
I love them! My mother's got one, too.
B: Well, I'm not sure that's a very effective way. I doubt it will
save us a lot of money. Have you got a view on that, Carol?
C: Erm ... I think you're right, Bill. Besides, it will have a bad
effect on morale.
she wants to work for an aid agency.
Conversation 3
And where would she like to go?
A = Antonella, C = Catriona, S = Stanley
A: Everyone's talking about Vietnam. It seems like the place to
be.
C: Perhaps we could hold our next regional conference there.
. . . Erm ... You've been to Vietnam, haven't you, Stanley? What
did you think of it?
5: Well, I was there on holiday, just for ten days, mostly in
Hanoi and Ha Long Bay. It's absolutely beautiful. I'd like to go
back next year.
Audio scripts
1 E, Page 13, Exercise 4 Today. I'd like to talk to you about this ancient
art called Tai Chi.
Presentation 1
My talk is in three parts. I'll start with a little historical
A funny thing happened to me a few weeks ago. I was t alking
b ackground. Then, I'll move on to the health
with a colleague about an issue that's very close to my heart,
Chi. And finally. I'll describe what it's like to practise
and after a few minutes, I had the impression t hat she was just
hearing what I was saying, without really listening. Have you Let me start then with an overview of the history of
ever had that experience? ... Could you just raise your hand First I'll take you back to the origin - 1?th.ror1t11rullinl
if that has ever happened to you? . .. Right .. . Well, that's a lot I'll say a few words about how and why Tai Chi
of people! Now, you don't need a degree in psychology to number of different schools. And thirdly. I'd like to
und erstand the d ifference between active list ening and mere this art reached the rest of the world. It is a
hearing - a teenager once put it like this: 'My friends listen to monk called Chang San-Feng who is generally
what I say, but my parents only hear me t alk.' Our key question having developed t he principles of an internal
today is: 'What can we do to become better listeners?' This leads me to my next point, which is why Tai Chi
bring so many health benefits to so many people.
Presentation 2
consider three areas that we can develop through
I think it was Jim Rohn, the great American entrepreneur, who
muscles and t he joints, the internal organs and your
said: 'Effective communication is 20 per cent what you know
concentration. Let 's look at the muscles and the·
and 80 per cent how you feel about what you know.'
wit h.
Rohn was not only a businessman, he was also an author
Finally, what is it like to practise in a club? What do
and an acclaimed public speaker, so he was talking from
when you just ob serve a Tai Chi session? Three
experience. In t his workshop, I'd like to explore with you what
instructor, demonstrating the moves and guiding
it really means to be talking from one's heart, and steps we can
a group of people imitating the instructor and
take to become better at it .
and last but not least. an atmosphere of calm,
Presentation 3 and congeniality. The instructor knows that all
Good morning, ladies and gentlemen. It's a great pleasure d ifferent
for me to be here with you today. As you can see on t he At this stage, I'd like to sum up the main points of
screen, my name is Jeff Elsdale and I'm the Human Resources we have seen, Tai Chi is a very ancient art, an internal
M anager at Bantler International. Now . .. the next slide ... this art.
is the title of my presentation: Developing People Skills in the
I'd like t o conclude now by reminding you of
Workplace. My presentation is divided into three parts .. .
at the beginning. If you suffer from back or neck
Presentation 4 you feel that conventional medicine isn't a great
'We're kept in the dark.' ... Did you know that one ofthe most Tai Chi a try. It may not work miracles, but it'll make
frequent employee complaints in large organizations is: We're better in your body and in your mind, and besides,
kept in t he dark'? In ot her words, if you don't know what's opportunity to meet like-minded people.
going on, you tend to feel unhappy at work, which in turn can
easily make you feel miserable outside work as well.
28, Page 16, Exercises 5 and 6
D = Doug, N = Neil
1 E, Page 13, Exercise 6
D: Hi, Neil, thanks for seeing me.
'We're kept in the dark.' ... Did you know that one of the most
N: So, Doug, how have you been getting on since I
frequent employee complaints in large organizations is: 'We're
you?
kept in the dark'? In other words, if you don't know what's
going on, you tend to feel unhappy at work, which in turn can D: I'm a bit concerned, actually. I've got a really
easily make you feel miserab le outside work as well. p roject coming up and I can't seem to get myse~
The t hing is, I've been working with a team
This morning, I'd like to outline a programme which aims to
company website and it's been very enjoyable
improve the flow o f information within an organization.
When I move onto t his next project, I'll miss that
I have divided my talk into three main parts. I'll begin with a manager nominated me for the new role and it's a
brief overview of the different types of company structures, opportunity- possibility of promotion and a
and discuss how each one can facilitate or hinder staff when the task's complete.
communication with management. Then I'll move on to the
N: Would you say that the bonus and promotion
consequences o f poor information flow, drawing on the
motivators in accept ing the project?
findings of some recent communication research. And after
that, we'll look at ways in which any organization can ensure a D: If I'm honest, yes, I'd say they're definitely
better flow of information. that wrong, do you t hink?
N: No, I'm not saying that But it'll help you to
reasons you're having problems getting motivated. A
1 E, Page 13, Exercise 7 people take on projects because of the challen<!e-
Did you know that back and neck problems are one of the a kick out of overcoming obstacles and achieving
top t en medical problems in Western countries? Twelve years that right?
ago because of my j ob and my research, I was spending an D: Yes, I'd say t hat's a pretty accurate assessment
average of 12 hours a day sitting at a desk. My spine was stiff.
I could hardly bend any more. That's when I decided to take
up Tai Chi. I'd read somewhere that it could do a lot of good
to your joints, so why not give it a try?
tial N: Well , those people usually respond to 'intrinsic motivators'. Speaker 2
That's when t he motivation comes from inside a person. My mat e wants to lose weight but he likes his food . Every time
They like the challenge or the feeling they get when they he loses a kilo, he puts money in an envelope and he's going
succeed. But I think you're taking on this new project because to use it to go for a huge meal when he reaches his target
). of'extrinsic motivators'. That means a reward or punishment weight. He reckons he'll lose more than ten kilos.... But he'll
as an incentive to do something. In this case, the extrinsic probably put about five kilos back on when he goes for his
motivator is your bonus and t he possibility of promotion. Most celebration meal.
1en
people respond to one type of motivation more than the
a Speaker 3
other. So it's natural that you feel a little uncertain about this.
lOW My parents are going to t ravel around China when they retire
Jist 0: So, what should I do? Turn down the new project? next year. They have very different ideas about the places they
'1 N: I didn't say that - I'm your mentor, not your boss. Do you want to visit. So, every week after their Mandarin lesson, they
remember some of the motivation techniques we discussed in test each other on new vocabulary. The winner gets to choose
our last session? a place they'll visit on their trip.
l D: Yeah, erm, the first one was have clear objectives, and the Speaker 4
he second one was visualize outcomes- is that right? My friends decided to go on a sailing holiday. It's not my cup
; of N: Yeah, that's right. In your case, I think it'll help if you start of tea, but I said I'd go, too. They didn't think I was serious
t9lo. by identifying the objective of the project. Visualize how at first. I often agree to things and then drop out at the last
interesting it'll be to learn new skills and how proud you'll minute, you see. So I said that if I changed my mind about this
ice be when you successfully com plete it. It'll help you to think trip, I'd clean their house every Saturday for a month. I guess
positively and kick-start your motivation. Can you remember it's worked because we're sailing to Stavanger in Norway in ten
nts; the other two techniques? days' t ime.
0: One of them was set yourself rewards or penalties, wasn't Speaker 5
n it? The reward here is the bonus and chance of promotion, I'm building a swimming pool in my garden. It's really hard
I guess. work. I have a recorded message on my alarm clock that
N: Well, yes. But you could also think of a personal reward at shouts 'get up and start digging!' It helps get me out of bed.
C..s the start and end of the project. Something that you would When I look at the big hole in the garden, I imagine me and
al enjoy doing. my family swimming in the pool over the summer, nice and
D:OK. cool. Hopefully, I'll have finished it by July.
aid
N: And the last technique?
3nd
0: Wait ... it'll come to me in a second. Oh, yeah, stay 2CI Page 191 Exercises 4 and 5
focused. It may surprise some of you to hear this, but how we sit and
>at N: Uh-huh. If our attention is on too many th ings at the same stand has a d irect effect on how we feel. In tests, peop le who
time, it's easy to lose motivation. In your case, you could lose use power poses report feeling more confident. So, what is a
focus by thin king about what's happening on the website power pose? Well, for instance, sitting with your hands behind
project. your head and your feet on the t able, that's a power pose.
Another example is standing upright with your hands resting
D: Yeah, it'll be difficult to cut ties with the team, and I still
on a table or desk. Remarkably, people who sit, or stand,
have lots of ideas for it.
in t hese poses for just a few minutes report feeling more
N: Well, my suggestion would be, don't cut ties with it. Ask powerful than they felt before adopting that position. They not
the team to send you a weekly update on what's happening only t hink they look more impressive, they actually feel more
and offer to contribute your ideas. If you stay involved from a 'rn lj:Jf<f:>~w<::, '"ctJV.
distance, then you can still have the satisfaction of completing
the task and that's important to you. But work out exactly how
much time you can spend on it. It mustn't interfere with the 2C Page 19 Exercise 6
1 1

new project. In contrast, low power poses made people feel less confident.
D: I'm not sure my manager will agree. One example includes sitting with your arms close to your
sides and hands folded. Another example is standing with
N: Have you asked her? You m ight be imagining obst acles
s your arms or legs crossed. People who hold these poses for
where they don't exist, and that can have a negative effect on
a few minutes report feeling less powerful. This might be
motivation.
re because when we feel threatened o r under attack, we adopt
0: You're right. Nothing ventured, nothing gained. Thanks for a defensive pose to become less visible and to protect o ur
your help, you've given me a lot to think about. body. However, when we take up more space, our body sends
s
N: When are we next meeting? the brain signals that help it to reduce stress and increase
li! In a couple ot'weeks, !"think. Si:lme time? cont(C:lence.

N: Yep, that's fine for me. Well, good luck with it, Doug. We So, how can we put this informat ion to use? Well, the main
can talk about it again next session. message we can take away from this research is that if we sit
or stand in a power p ose, even for a short time, it could give
us a vit al confidence boost when we most need it. Try it next
28, Page 17I Exercises 8 and 9 time you're preparing for an interview, before you g ive a talk
Speaker 1 or before an impo rtant meeting. You might be surprised at the
difference it makes!
... I'm in training to run a marathon and I wear aT-shirt saying
'Honk if you see me walking' . If I stop running, cars honk their
horns at me and I get embarrassed and start runn ing again.
The race takes place this weekend, so wish me luck! ... Sorry,
got to go.
 Audio scripts
20, Page 21, Exercises 5 and 6 TA: Well, there's quite a lot of water in Venice, i
I m ean, you could fall out of a gondola or off a
TA = Travel agent, C = Customer
out our insurance and you'll have peace of mind
TA: So, you're looking for a short break somewhere romantic. no little problems will spoil your holiday.
C: That's right. But I have a very tight budget. You see, it's a C: ... Oh, OK then, go ahead.
surprise for my wife for her birthday.
TA: M arvellous. Now, let's look at any excursions you
TA: Oh, really? Ah, well, what about Venice? I'm sure your like to take your wife on, after all it is her birthday.
wife would love it there.
C: But isn't it very expensive?
20, Page 21, Exercise 9
I TA: Oh, no, and it's one of our most popular short break
destinations at the moment. And everyone knows that it's the
H = Hanesh, D = Dev
most romantic city in the world. So many of our clients come H: Hi Dev, I haven't seen you for ages. Actually, I'm
in to tell me what a wonderful time they had there. In fact, the pleased that I ran into you. I wonder, could you do mea
I head of our company went there only last weekend. He said it favour?
was amazing. D: Well, it d epends what it is.
1\ C: Really? So, how much will it cost? H: You see, my cousin's in town this weekend but I'm
TA: Well, it's your lucky day because we have a very special Could you show him around on Saturday evening?
offer on at the moment. Book today and you can get four days take him to dinner?
for the price of three. D: I can't, actually -I'm busy Saturday evening.
C: Well, I o nly really w anted to go for three days. I have to H: Oh, really? That's such a shame. You'd real~ like
work, you see. Well, what about Sunday?
TA: It's up to you, sir, but I'd advise you to think about this D: I'd like to help but I'm going out on Sunday, too.
deal. It's in a beautiful hotel in an excellent location. Not only
H: Really? W ell, maybe he could come with you, er?
t hat, you also get breakfast and dinner included in the price.
Actually, you'll save a considerable amount on restaurants. D: No, that's not possible, I'm afraid.

C: You haven't said how much this will cost yet. H: Look, I'd really appreciate it if you could help
this. I'm worried he'll be lonely. You must have some
TA: I can tell you right now. Er, ... Two people, flights and over the weekend.
accommodation, gold class.
D: No, I'm busy all weekend. Maybe your cousin
C: Gold class? another time when you're not working.
TA: Well, after all, it is a special occasion, isn't it, sir? Let me
see, um, ... that'll be £350 per person.
2E, Page 23, Exercises 5 and 6
C: Well, er, it's quite a bit more than I wanted to pay ...
Hi, I'd like to introduce myself. I'm Caitlin C.wc>e>n~:~u,.!\,,
TA: Look, I tell you what, I'll give you an additional five per cent
a research scientist. Now, what is the most annoying Wig
discount I shouldn't really, but it's such a romantic present.
about picnics in the summer? Yes, it's insects. Ants getm
C: Well, that's very kind of you. your sandwiches, flies get in your drink and wasps
TA : And I'm sure you don't mind getting up at 4 a.m. for the nun indoors. The Bugzap is for people who want to enJOY
early flight. life outdoors but who don't like bugs. You wear it aroond
C: O h, 4 a.m. -that's a b it early, isn't it? your neck and it sends out a safe electrical signal that
don't like. Unlike other products on the market, itdoesnl
TA: Ah, but the good thing about that is you'll have more time
harmful chemicals or leave a nasty smell. The Bugzapi
to enjoy the city. I'll go ahead and book that then, shall I?
attractive and is completely safe for adults and children
C: Erm, maybe I should think about it.
TA: Well, I don't want to put pressure on you, but the offer
38, Page 28, Exercises 3 and 4
does end at midnight tonight. Oh, and I can see on my
computer that the f lights are booking up very quickly. As D = Dan, S = Sandra
I said, it's a very popular destination. D: Hi, Sandra!
C: Oh. Um, ... Right, you'd better book it then. S: Hello, Dan.
TA: Wonderful. Your wife will have such a lovely surprise. Now, D: What's up?
as I'm sure you're aware, there are transfer fees on top of that S: Oh, nothing much. How about you?
price. That's £20 extra per person.
D: Er, same as usual. Just another frantic day at work
C: No, erm ... I wasn't aware of that.
S: Looks like it!
TA: And you'll also need to add baggage allowance and
D: So, anything new about the merger? I saw you
airport tax.... that'll be £58 .. . And insurance, of course.
of Vic's office earlier this morn ing.
C: I think I have insurance at home. I can check.
S: Oh, did you? ... Well, the merger's still only a
TA; Well, of course you may already have travel insurance. you know.... I mean, nothing's been decided ... erm ...
However, it's st ill worth bearing in mind that our insurance negotiations have hardly started.
covers you for water accidents.
D: Ah, so they have started, then. But why is it all so hush-
C: Water accidents? hush?
S: Well, in fact we aren't supposed to know. I mean, not
us. Not at this early stage.... Erm ... Look, this is just
you and me, right? Don't let on to anyone, OK?
 D: You have my word. Come on, Sandra, out with it! 3C, Page 31, Exercises 10 and 11
S: Well, I think Vic is, like ... d isappointed. He feels let down R = Rose, l = Lina
by the other d irectors. They say he worries without reason.
R: Hi, Lina. How are you getting on with all the organizing?
D: What's he worried about, d 'you think?
l: Well, I've suffered an unexpected set back, unfortunately.
S: The costs involved, I guess. And .. . erm ... how ... how
R: Sorry to hear that. What happened?
savings can be made.
l : Well, it's been one thing after another since I started
D: Savings, eh? Well, I don't like the sound of that. It usually
p lanning t his event five months ago. Do you remember Sven
means redundancies . ..
Karlsten?
S: That's exactly what Vic's worried about. Production may
R: Of course! He's our keynote speaker, isn't he?
have to relocate to India . ..
l: Well, he was. The t hing is, he's just cancelled.
D: To India? I can't believe it .. .
R: O h dear! Just one month before t he event. Any particu lar
S: Oh, sorry Dan, I've real ly got to rush ... My in-tray's full ...
reason why he withdrew?
See you! ...
l: He wasn't very specific, but I've just found out his company
B: ... Hi, Dan! What's new?
has run into serious financial difficulties. I mean, it's looking as
D: Hi, Bob. Guess what I've just heard from Sandra. Lots of us if they might go bankrupt.
are going to be made redundant ...
R: Really? It seemed such a successful com pany. What a
shame! Erm . .. And what about participant numbers, by the
38, Page 29, Exercise 1 0 w ay?
n.
A = Alison, B = Bernard l : That's another thing I'm getting concerned about.
A: So, what was Isabel rattling on about at lunchtime? R: Why? How many have registered so far?
B: Well, she j ust feels she's been passed over for the l : About 40. This t ime last year, we had, like, 150.
marketing j ob. And of course she isn't happy about it. I mean, R: Mm, right, but then this year we didn't start promoting the
she's quite upset. event till March, d id we? Let's be patient, I'm sure numbers will
A: Shame. But frankly I t hink Nick is the right person for the grow.
job. He's got a wealt h of experience, you know.
B: Yeah, that's right. He's been in the department for, like, six 30, Page 32, Exercises 2 and 3
e years, hasn't he? And he's been playing golf with the boss for
just as long. Well, according to Isabel, that is. 1
A: Dave seems pretty low these days, don't you find? What 's
going on?
3C, Page 30, Exercises 3 and 4 B: I'm not really sure, but I think he's been downgraded.
Podcast 1
2
Passengers at Wilston Airport suffered severe d isruption
C: Urn. This is a rather heavy-going talk, isn't it ?
yesterday after it was hit by a computer glitch which left them
unable to check in. The problem caused a baggage backlog D: It sure is. I'm afraid I don't have a clue what he's on about.
but was fixed shortly after 6 p .m. I wish my daughter was here.
C: Why's that?
s Podcast 2
;e Germany's economic recovery prospects have suffered an D: She's an economics graduate.
1ll, unexpected setback, with indust rial orders dropping by four 3
se. per cent in September compared w ith the p revious month. E: W hat 's so g ood about b eing a freelancer, then?
The fall, reported by the econo mics ministry o n Friday, F: It's hard to say, but I guess it's the feeling of independence
suggested that growth could slow markedly in the final months it gives you. M ind you, I still have to meet deadlines!
of the year.
4
Podcast 3 G: Who's that guy tal king to Karlo?
Olive Mitchell, an 85-year-old g randmother from Preston, has
H: I haven't the faintest idea. But whoever it is, he seems to be
just started taking driving lessons. Asked what prompt ed her
winding Karlo up.
decision, she replied: 'I don't want to be a nuisance, asking
people to drive me around all the t ime.' G: Yes, and Karla's usually so calm.

Podcast 4 5
An operation to transfer 800 government staff to private 1: How long do you think it'll take?
ut companies went off without a hitch yesterday. Union leaders J: Your guess is as good as mine. It all d epends on the kind of
have expressed concern about the deal, but the government virus that's infected it .
has stressed that pay and conditions will be protected. 1: Fingers crossed it's not a really awful one.
Podcast 5
According to recent research, teenagers have d ifficulty
concentrating on lessons and hom ework because their brains
are less developed than was previously thought. The new
study claims that the brain does not become fully d eve loped
of
until the late twenties or early thirties, so teenagers have
brains more similar to t hose of younger child ren.
 Audio scripts
30, Page 32, Exercise 5 6
A : M o re than half o f our admin staff will keep their
S = Shirin, R = Rachel
S: Hi, Rachel. I've just had Phil on the phone. B: Are you saying that almost half will lose their jobs'

R: Oh, yes? Everything OK with him?

$: You'll never guess ... He got the j ob. He's now regional 48, Page 38, Exercises 4 and 5
director! A = Albin; B = Belinda
R: Are you serious? A : I don't regret buying it.
S: Yeah. He's off to Berlin. B: Don't you?
R: W onderful! He's always wanted to go there. But ... erm ... A: No, after all, it gave me t he two happiest days of
how about you? B: Two?
S: Well, it's not easy, I mean, not for either of us, but I simply A: Yes, the first one was the day we splashed out and
can't go now. it.
R: You poor thing! What about later? Is there a possibility ... ? B: I wasn't keen on the idea right from the start. We
S: Sure. When my research project comes to an end, things really afford it.
will be simp ler. A: But remember when we first stepped on it and knew
ours. You've got to admit that was a great day- sailing
river with the wind in our hair. I was on top of the world
30, Page 32, Exercise 6
R =Rachel, E = Elio B: Yeah, I remember. Mind you, that feeling didn't last
A: No. Well, it needed a bit of work.
R: D'you know what? My brother is moving to Berlin soon.
B: A bit of work? We had to spend every weekend
E: Philip? I can't believe it!
it, and evenings, too.
R: It's true, I'm telling you. He's been p romoted t o regional
d irector.
A: OK then, a lot of work. I have to admit it got quite
We were always tired.
E: Wow! That's fantastic news. And what does his wife say?
B: And t he repairs cost a fortune. We were spending
R: W ell, she's happy for him, of course. But unfortunately she like water. It began to get us down.
won't be able t o go right away.
A: Yeah. Something was always going wrong with it.
E: That's a shame. Is it because of the research she's doing?
B: Do you remember that night we sat down and looked
R: That's rig ht, yes. She's got another six months to do. So the bills?
I guess she'll be in Berlin in December.
A: Yep, that's when we realized it had to go.
E: Great. Just in time for the festive season, then.
B: So, what was the other happiest day?
A: Pardon?
3E, Page 34, Exercise 4 8 : You mentioned the two happiest days of your life.
1 I'm afraid there are questions about the CEO's credibility.

I'I 2 We can't say that t he project was a complete success.

3 They don't exclude the possibility of industrial action.
A: Oh, yeah. The second happiest day was the day we
B: I was a bit surprised that you weren't more upset toseet
go.
4 W e're going to streamline our production process. A : N ah, when I saw o ur bank balance, it soon cheered
5 We're experiencing a slight delay. B: Yeah, w ell, I reckon our bank manager was probablyowr
6 Mo re than half of our admin staff will keep their jobs. the moon, too.

3E, Page 34, Exercise 5 40, Pages 42 and 43, Exercises 4 and 5
1 D = David (the chairperson), L = Luke, J = Janine, M=M1~
A: I'm afraid there are questions about the CEO's credibility. 0 : ... OK, then, everyone, let's get started. We're here, as
B: Er, does that mean some people think he's a liar? you know, t o review the staff reward scheme, and I'm looking
forward to hearing your ideas. Shall we start by looking atlil
2 first item on the agenda?
A : We can't say that the project was a complete success.
L: Before we do that, David, I'd like to clarify what the
B: Are you saying that you've failed? is for bonuses this year.
3 D: We'll be covering t hat later in the meeting, Luke. We
A: They don't exclude the possibility of ind ustrial action. have a lot of time, so it would be helpful if we could stick to
B: If I understand correctly, they threaten t o go on strike? the agenda.
J: Good idea, I have to be at a presentation by 10:30.
4
A: W e're going to streamline our production process. D: OK, let's look at the first point, which is how to make
staff feel valued. Any ideas how we can make our staff feel
B: Does that mean a lot of production workers are going to b e
appreciated? Mila, would you like to share yourthoughtson
made redundant?
this? You mentioned that you've been looking into it.
5 M : Certainly, erm, well, research suggests that practical
A : We're experiencing a slight delay. changes such as flexible working hours or the opportunity to
B: You mean, you won't be able to meet the deadline? develop professionally are highly valued. So I asked mys1a!l
take part in a quick survey.
 L: I wouldn't need to do a survey with my team. I already Part 3
know they'd prefer cash. Well, the first point is that it's genuinely solving an important
D: Just to remind you, we're looking at non-monetary social problem. You have to be absolutely clear about what
rewards. Mila, would you like to finish your point? the goal is and have a really clear social purpose. You know,
you have to be very specific. For us, it's that no kids go
M: Well, as I was saying, I did a survey with my staff, and the
to school without breakfast. The second thing is that the
idea of flexible working proved the most popular.
enterprise has to have a robust trading model. It needs to
J: Now you mention it, a few people in my department have actually sell a product or service to finance the project. The
enquired about changing their working hours. amount of times that I've been invited to give a speech at a
D: Right, well, it sounds as though it'd be useful to do social entrepreneur gathering and I say, 'OK, tell me about
more research on this. Would you be willing to look into the your products; tell me about your service,' and they say, 'Well,
practicalities of flexible working hours, Mila? we haven't really thought about that,' and I say, 'Well you're
M: Sure. not a social ent repreneur then, you're a charity.' You know,
that's fine, but you can't talk about being an entrepreneur if
J: Ooh, I've just thought of a great idea for an end-of-year gift you're not selling something. And finally, the third thing is it
for staff.
needs a sustainable plan; an ability to trade through the first
D: We'll get on to that in a moment, Janine. Getting back to five years so it doesn't run out of cash. It's got to have, you
flexible working, perhaps the rest of us could liaise with our know, enough of a network for it to be sustainable.
teams and get their opinions? Let's arrange another meeting
for next Thursday to firm up ideas. Is that OK with everyone?
5C, Page 52, Exercise 3
(General murmurs of agreement]
D: Now, moving on to the next point: last year's staff g ift. As Interview A
you know, we traditionally give all staff a small end-of-year Usually yes. That's what a diary is for, isn't it? I tend to write
reward. Luke, any feedback on what your team thought of last everything down, otherwise I forget. And if I pencil things in,
year's gift? I can put my memory to better use.

L: That was the voucher for an experience day, wasn't it? Interview B
Yeah, well, they, erm, they seemed to quite like it, actually. On the whole, I t hink it's all right. But there's certainly room
y for improvement For example, I know I don't always get my
J: Yeah, I had pretty good feedback, too. They liked the fact
that it could be personalized to their own interests. A couple priorities right.
of people used it to go to a spa. Others used it to do more Interview C
all adventurous stuff, spending a day driving sports cars and that Hardly ever. M issing a deadline is probably one o f the worst
sort of thing. things that could happen to me at work- that's why I always
M: One of my team used it to go on a balloon ride. try hard t o be on schedule. In fact, I'm happiest when I can be
D: Well, that's very positive. I think that just about covers ahead of schedule.
everything on that item. OK, let's move forward. Interview D
M: David, I'm afraid I'm running out of time. I've got to go to Well, I spend about an hour every Monday morning planning
another meeting shortly. the week ahead. I think it's time well spent Planning gives me
~ it
D: Fine. Let's try to get through the next point quickly. Any a sense of direction.
it
thoughts on what we could give staff as a gift this year? Interview E
Janine, what was the idea you mentioned? ... Well, I try to! At the start of the week I usually have three or
up.
four clearly defined and achievable goals, but then come
Wednesday I often have to set myself new ones because
4E, Page 45, Exercises 5 and 6
I have to deal with unexpected tasks.
Part 1
Interview F
Well, it's someone who wants to make more than profit. It 's
As a rule, I try to deal first with the tasks which are both urgent
someone who runs a social business, where all or a large
and important. But that's not always possible. My manager's
percentage of the profits are returned into the community that
priorities may change from one day to the next, which of
it serves. So, a social entrepreneur has got the ability to run a
1g course affects my own priorities.
normal business. You know, they can pitch for start-up money,
:he develop a business plan, sell a business idea or a service that
customers really want, attract talent and all the things a good 5C, Page 52, Exercise 4
lget company needs to do. But they do all that in a way that is
helping to solve a real social problem. If you're talking about 1
becoming a social entrepreneur, it's the same skill set as any I tend to write everything down, otherwise I forget. And if
)n't I pencil things in, I can put my memory to better use.
)
entrepreneur - but we use it to change society.

Part 2 2
Amongst others, we've won the Guardian Charity of the Year I know I don't always get my priorities right.
and the Social Enterprise o f the Year Caroline Walker Trust 3
And we've also won t he government's No. 10 Big Society M issing a deadline is probably one of the worst things that
n
award. Yes, it has been useful. It shows we have credibility could happen to me at work- that's why I always try hard to
and it can help with corporate sponsorship. It attracts media be on schedule. In fact, I'm happiest when I can be ahead of
attention, and that's important because it gives us a chance to schedule.
tell our story and make a case for change. And to be honest,
:o winning also boosts morale.
ffto
Audio scripts
4 K: Computers can be a nuisance, can't they?
I spend about an hour every Monday morning planning the can I expect it?
week ahead. I th ink it's time well spent Planning gives m e a F: I'll see what I can do. I'd say by the end ol
sense of direction. definitely.
5 K: Good. Oh yes, just one more thing. H'"'"""",_
At the start of the week I usually have three or four clearly Dario? You know, about t he graphs and i
defined and achievable goals. F: Oh, erm .. . Not yet I tried to see him
6 but then it turned out he'd already left. But I'll do
As a rule, I try to deal first with the tasks which are both urgent tomorrow morning.
and important. Conversation 4
L = Lynne (the Manager), S = Stefan
5C, Page 53, Exercise 7 L: Stefan, hi! Just wanted to ask about the sales
need for next month's meeting.
Conversation 1
A = Angus (the Manager), S = Suzi S: Oh! Yes .. . um, ... Lyn ne ... I'm afraid I
to it yet Sorry.
A: Erm .. . Suzi, have you found us a new maintenance
company, by the way? L: Mm. I know it's been rather hectic lately, but ...
taking so long?
S: Well, I'm working on it. I've been looking into a number of
companies. I haven't got all the information I need to make an S: The thing is, I'm doing some background research
informed choice. It may take a while. Henkel's project And HR has asked me to screen
for the post of administrative assistant And ...
A: Why's that?
L: OK, Stefan. I see, I see. But I need you herewith me.
S: I don't want to rely on quotes only. We can't afford to
find someone else to do the screening. We need you·
take risks. So what I've been doing is finding out who those
team. You're too valuable to work as a freelancerfor
companies' major customers are, and then getting feedback
the company.
from three different customers for each company. I've also
been trawling through a number o f consumer protection blogs
for extra information about them. W e don't want to go for 5C, Page 53, Exercise 8
second best, do we?
1
Conversation 2 Suzi: I haven't got all the information I need to make an
R = Ramesh, J = Julie (the Manager) informed choice. It may take a while.
J: Hi Ramesh. How are t hings? 2
R: Fine, thanks. Julie: I was just wondering ... You know, that translation ..
J: Erm .. . I was just wondering ... You know, that t ranslat ion .. . How's it coming along?
How's it coming along? Ramish: Fine. I'm working on it
R: Fine. I'm working on it. Julie: How soon can you do it? Erm ... I mean, you know
J: How soon can you do it? Erm .. . I mean, you know it was due in the day before yesterday?
due in the day before yesterday? 3
R: Sorry, Julie. I'm not sure I know which translation you 're Keith: When can I expect it?
talking about. Fadila: I'll see what I can do. I'd say by the end of the
J: What do you mean? Our spring catalogue, of course! definitely.
R: Well, I'm afraid we're talking at cross-purposes here. I sent 4
you the translation of the spring issue quite a while ago .. . Stefan: Oh! Yes ... urn, Lynne ... I'm afraid I haven't got
Hold on a sec ... Let me check my email ... Ah, here it is .. . around to it yet Sorry.
the 25th of February ... You acknowledged receipt the same
Lynne: Mm . I know it's been rather hectic lately, but...
day ...
taking so long?
J: Hang on ... February ... 25th of February . .. Ramesh ...
Oh dear, you're absolutely right! I'm so sorry, Ramesh. It was
50, Page 54, Exercises 2 and 3 J: It
such a long time ago, I completely forgot
answ
R: No worries, Julie. These things happen. Suggestion A 1: R
J: I suppose I should have downloaded it immediately. Well, these people need help to become more assertive.
Somehow you need to get the message across that you
J: w
Anyway. What are you working on these days?
don't expect them to agree wit h whatever you say or do. Tel
find f
R: Well, as a matter of fact I've been putting together some no 1n •
them how much you value their work, but then point out the
material for the summer catalogue ... First I thought that's peop
problems they'll cause if they aren't realistic about schedules
what you were phoning me about. lclmk..•
and become overloaded.
Conversation 3
thmg
Suggestion B 1: BL
K= Keith (the Manager), F = Fadila
As we all know, it's virtually impossible to communicate with They'
K: Hi Fadila. How's work? someone who's yelling, so what do we do? Keep calm and
F: As hectic as ever. I've been running around all week. do not sink to their level. State your point of view assertively
J: AI
I meant to finish your report a couple of days ago, but but don't shout back or b e drawn into an argument Thema~
of co
then my computer let me down .. . thing is to maint ain a professional, neutral tone at all times.
psycl
visua
 1: You mean, instead of fidgeting, for example, they'd sit still,
· by listening to what t hey have to say. You can or cut down o n the number of gestures t hey use, ... t hings
i a little, but then t ry to move the discussion like that?
Shift the conversation to problem solving , but don't J: Yeah, exactly. That's why verbal cl ues seem to be more
what to do yourself. The key is to try to get them to rel iable. For example, liars sometimes try to distance
to do. them selves from the lie, so they avoid saying words like '1 ',
'me' and 'mine', and say 'he' or 'she' instead.
1: What other examples of verbal clues are there?
S = Selim, V = Victor, A = A lena J: Well , fairly recently scientists have started experi menting
you know, our department needs to cut costs, and the w ith a technique called reverse story-telling .. .
ofthis meeting is precisely to discuss some cost- 1: Reverse story-telling ... Mm, that sounds intriguing. What
""""no""'""cthat we could implement. So, what are our does it consist of?
~Mn<71Mf•n'rl/ike to start the ball rolling? Selim? J: Once the suspect has told his story, he is asked to retell
One of my concerns is the amount of paper we waste. it, but th is time from the most recent event backwards.
moment most if not all o ur copies are sing le-sided . Fabricating a story is hard enough, but telling it backwards is
way to reduce our paper consumption is to switch to extreme ly demanding, especially if you've j ust made it up.
printing. 1: Are the results convincing?
Thars an excellent idea. On the other hand, it's clear t hat J: Yes, it 's a very promising technique. The research clearly
/lour documents can be double-sided. Another th ing we shows that liars hesitate quite often and make a lot of m istakes
do isinvoice by email. And whenever possible, I think when telling their story backwards.
should allow our customers t he option to pay on line.
Yeah, I agree. The advantage of on line transactions is that
6C, Page 62, Exercises 3 and 4
sides benefit. But we've been doing that for a couple of
already. Yes, Alena? I = Interviewer, W = Professor Roy Wilkinson

look at it from a different ang le. Let's look at our own 1: Professor Wilkinson, thank you for being with us this
behaviour. I think that's what we need to change f irst. afternoon to talk about the connection between words and
'Print' on the screen has become like a reflex. W e emotio ns. You hear a lot of people say 'If I want to know the
ask ourselves if we really need a printout. meaning of a word, I look up its definitio n in t he dictionary.'
Does that work?
That's only too true ... So ... W hat wou ld happen if we
password- or card-contro lled p rinting? At least W: Well, yes, it does, but only up to a point Dictionaries g ive
able to track paper an d p rinter use o n an individual us the literal m eaning of words, but they don't often tell us
about the connotations words have.

but who decides how many copies each individual 1: Could you explain what you mean by connotation?
is allowed to make? W: Let's take an example . Imagine two people describing the
same person, say Jane. One could say Jane is slim, and the
other might well say she's skinny. Th e words slim and skinny
Page 60, Exercises 3 and 4 have d ifferent connot ations, t hey evoke different feelings and
Interviewer, J = Jim Kulver associations, they revea l your evaluation of what you're ta lking
Several psychological experiments have shown t hat visual about. A s you know, slim has positive connotations, while
~ Ciln't really help us d ecide w hether someone is lying skinny has negative connotations. If you describe someone as
of the week, i the truth .... Telling a liar from a truthful person is a skinny, you mean that you find t hem too thin. Language is full
difficult task, isn't it, Jim? of pairs like slim and skinny. Consider for instance bureaucrat
l Yes, that's right Recently, there was an experiment in which and public servant, rebel and freedom fighter, mean and
!¥hologistsfilmed a TV journalist answering the same thrifty - the fi rst word in each pair being t he one with negative
twice. The first t ime the journalist answered, he lied, connotations.
second time, he told the truth. They showed the two 1: Do all words have connotations, then?
stothousands of people and asked them which was wh ich. W: O h no. Most words are probably neutral, in fact. And many
t And ... what happened? words simp ly acquire particular connotat ions in context. Take
l ttmay seem hard to believe, but the audiences got the laid-b ack, for instance. You could say, 'Peter's q uite laid-back
swerwrong as often as they got it right as a manager. His style encourages people to be careless and
miss deadlines.' But you could also say, 'Rosa's quite laid-back
t Really? But ... why is that, Jim? as a manager. That's why her employees are so happy and
1Well, first of all, there's the fact that a lot of honest people pro ductive.'
lltdl'tit(t;tv t \;w~ ~t:r e ~~rLr ~ . . . r'r r redr r, fYt!uprl:f wrlu rlave-
1: So ... a lot of words, like, for example, laid-back, are neut ral,
intention of misleading or deceivin g anyone. And when
but can be positive o r negative depending on the context
MJieare under stress, they often fidget in their seat, or t hey
tNt more often than usual, or they avoid eye contact and W: That's right. And ...
lingslike that .. .
But, as you say, these are signs of stress, aren't they?
Tt:efre not reliable signs that someone is lying ...
~solutely. So that's o ne problem. And the other thing
oourse is that experienced criminals know about those
~ological tricks and so they can avoid g iving any of those
tSJa1clues.
 Audio scripts
6C, Page 62, Exercise 5 3
H = Helen, S = Svetlana

t
I = Interviewer, W = Professor Roy Wilkinson
H: Hi, Svetlana. How's things?
1: So ... a lot of words, like for examp le laid-back, are
neutral, but can be posit ive or negative depending on the S: Fine, thanks. Wow! That's a really niCe ooill..

I context.
W : That's right. And besides context, I'd say culture. Words
can have different connotations in different cultures. In some
H: I like yours, too. Very attractive design.
S: Er, that's not what my husband says.
H: Oh well. At least yours notices when you
business cultures, a laid-back management style is seen as new.
positive, but not so in other cultures. Another example is old.
In the West, nobody wants to be o ld, at least to b e t old that 4
they're old. In China, by contrast, lao, the Chinese word for J = Joy, A = A lbert
old, has very positive connotations and is associated with J: What a great presentation! I enjoyed every
wisdom -traditionally, at least. A: Very kind of you to say so. But I can't take
1: So I suppose translators and all of us who want to speak It's my daughter who designed the slides.
another language need to be familiar with the connotations J: She seems very talented.
of words.
A: Yeah. In fact we'd very much like her to go
W: You're absolutely right. But I'd go further than that. next year, but she has other plans.
. ···1·· Knowledge of connotations is equally important in our
mother tongue. Language can influence the way we see 5
things, and a lot of people use language to influence us. R = Ro n, M = Maria
1: You mean, like politicians, for example? R: Nice car!
W : Yes, but also the media more generally. The same M : It's all right, but it really guzzles petrol. It
event can be described as a war in some media, and as an 20 litres per 100 kilometres.
invasion in others; the sam e people can be called terrorists on R: Good thing then you don't have to drive to woo,
Channel 1 and insurgents or rebels on Channel 2. I mean, we
get so much informat ion .. . Being aware of the connotations
words have, and how t hey are used to influence us, is a crucial 60, Page 65, Exercise 5
first step if we want to form our own unbiased opinion. 1 Well done! You made the deadline.
2 Fantastic report - really clear!
60, Page 64, Exercises 3 and 4 3 Wow! That's a really nice laptop.

1 4 I love your new briefcase.

L = Lucas, G =Gina 5 I thought you handled that customer really well.
L: Hey, Gina! Is that your new smartphone? 6 What a brilliant idea!
G: Yeah. I bought it last week.
L: It looks fantastic! 6E, Page 67, Exercises 5 and 6
G: I really needed something different. I'd had the previous When Joe first told me the truth, I was furious.
one for almost a d ecade' together had been a web of lies. I thought he was a
L: Can I have a look? divorcee who could only afford to take me to cheap
G: Yeah, sure. bars. Suddenly, he was telling me he had enough
b uy anything he wanted. I felt betrayed. It was only
L: Wow! Much more sophisticated than mine. It's even
explained how badly he'd been hurt before, by women
got GPS!
just wanted him for his money, that I started to realize
2 he'd gone to such lengths to hide his fortune from me.
A = A nna, B = Bob Now we're married, I'm glad he lied. Because there's a
A: I've got to say it, Bob, I really love the way you've 23-year age gap between us, people sometimes
decorated your office. It looks gorgeous! and think I'm after his money. But it's not like that. I cansar
B: Oh, thank you, Anna. I'm so glad you like it. As you can with complete honesty t hat I fell in love with a man1'1ilo
see, I got some of my inspiration from seeing yours. believed had nothing. Our married life together
happiest seven years of my life. For about six months
A: I was going to say that- in spit e of all the obvious
he told me about his money, it felt as though I was
differences.
dream, - a very nice dream, but it didn't feel real. I
to stop myself from offering to split the bill like l'da~·li!~
done. But there is just so much more to Joe than his
so it didn't change our relationship.
 7A, Page 70, Exercises 2 and 3 7 A, Page 71, Exercise 8
1- flterviewer, L = Lin Welcome to business travel update. A ir traffic controllers
~ think most people would agree that there were severe in Colombia, Ecuador, Peru and Bolivia have made an
~lemswith this project. So what do you think went wrong?
unexpected announcement that they are taking strike action
over pay and conditions with immediate effect. All flights
l Well. let me start by saying that it's always much easier
across the region have therefore been cancelled until further
analyze these factors after the crisis. If I'd identified the
notice. Travellers are advised to make alternative transport
voolems before they happened, I'd be very popular now ....
arrangements as t he disruption is expected to continue for
in this case, the situation was complicated-
several days.
number things went wrong at the same time. And, yes,
a(es were made.
Ithey'd been small mistakes, it wouldn't have been a 78, Page 72, Exercises 2 and 3
But that wasn't the case, was it? Losses in the first I was delight ed to be offered the position. I knew I had
days of opening came to $16 million. a chance provided that I prepared well for interview and
N~l. as I see it, there were three main problem areas. For demonstrated that I had relevant experience. Now I work with
the project didn't finish to deadline. If t hey'd finished the emergency p lanning team. Our main role is to anticipate
bJ ldng on time, there wouldn't have been so many anything that could go wrong and to make sure that there are
(I) ties The unfinished work caused t rouble in other areas. procedures in place in case t here's an emergency. This could
include anything - urn, f ire, natural d isasters, acts of terrorism
from the passengers' viewpoint, that was less serious t han
o r any threats to health for visitors to the facility. Although
doos and disruption to their journeys. During the week
I'm quite a positive person, I always need to imagine the
rtopened, more than 23,000 bags were lost.
worst case scenario. Unless I do, I won't be able to work out the
01, yes, some passengers had a very d ifficult time. There best way to deal with problems when they occur. For example,
over alot of delays and disruption -about 500 flight s were what if there's an outbreak of food poisoning o r a virus?
rrulled. What would we need to do? Good analytical skills and quick
unlike me. loo can understand why people were angry. This was decision-making are vital in this role. Supposing that there's
to be one of the most technologically advanced a conference or some other big event taking p lace in the
I in the world. Yet one report said there were 275 lifts, centre, the first step would be to carry o ut a risk assessment
28olthem weren't working. My team would have a meeting to identify anything that could
v.~ ch brings me to the second factor: technological
go wrong. When we're confident that we've thought of all the
As you say, it was one of the most technologically potential problems, we then check that there are appropriate
airports in the world, but it was actually technology procedures in place to deal with them. We make sure that
:.1used many of the problems during t he opening week. this is a very safe environment for our guests. Unfortunately,
were major IT problems. Areas such as baggage an emergency will sometimes occur, in which case I'll work
1.' w ith my team and the emergency services to take appropriate
rely on computer data to move luggage onto the
and from aircraft to aircraft when people are changing action as quickly and effectively as possible.
There was a massive breakdown in that computer
78, Page 73, Exercise 9
Carl Hamilton, the troubled CEO of Lerwood Chemicals
whole life
has today refused to comment on claims that his company
a struggling
I'!;H, yes, if they had carried out enough checks, they has been involved in illegally dumping toxic waste in the
p noodle
have discovered the p roblem earlier. But this is where Black Sea. The price of shares in the company has fallen
money to
are linked. Apparently, they were unable to run to a three year low and enviro nmental groups are demanding
when he
system checks that could have identified the IT an enquiry. This is the lat est problem in a series of problems
who
~mernsOE!Cause the construction work didn't finish on t ime. for the company. Only last month, employees staged a series
why
&iltwasn'tjust IT and construction delays. There were of strikes when it was revealed that their pensions w ere in
w~h personnel, too: staff shortages and inadequate danger due to failed financial investments. Mr Hamilton is a
If I listed all the problems, we'd be here all day. key spea ker at the Solar conference which is taking place next
weekend. Organizers of the event have confirmed that he w ill
quite. For me, the most bizarre problem was that
still be taking part despite the latest revelations.
workers couldn't get to t heir job because the
park was full. A simple error caused staff shortage
.So the third issue was organizational problems.
living in a .vas a!ot of pressure to open on time and when you are
I kept having with huge arnuw t~ 1], V~R::,+bin~.,.-~w·~'~'fM<'b.
always :lould you have been as und erstanding about the
his money, if you were a busy traveller?
No, probably not. But you have to bear in mind that
million people use Heathrow airport every year.
,TenminaiS opened, it was incredibly busy right from
.Workers were dealing with problems b eyond their
To be honest, it doesn't shock me when things go
on large projects like this. It's more of a surprise when
goes to plan.
 Audio scripts
I 70, Page 76, Exercises 4 and 5 5: I understand where you're coming from.
state-of-the-art refrigeration systems to keep the
K = Kata lin, l = Louise
fresh for longer. For the size of order that you wan~
I K: Louise, you wanted to see me. W hy don't you tell me what our normal delivery time. But we want to do
this is all about? so if you were able to increase your order by five
l : Well, I wanted to ask about the training course that you've mig ht be able to d eliver a day earlier.
put m e on next month . C: Well, we're certainly moving in the right direction.
K: Ah, yes, is there a problem? increased our o rder by seven per cent, could you cut
l: No, not really. But as you know, the training takes p lace at delivery time by two days?
the weekend. 5: I'll need to agree that with our logistics manager, but
K: Yes, it's an excellent course and I'm sure you' ll find it very see a problem there.
helpful. It also means that you can take more responsibility in C: So, we'll increase our order by seven per cent and
the department. We really need someone to be trained up in guarantee three-day delivery for all orders.
this area. 5: T hat's correct. I'm happy with those terms. Well,
l : Yes, it looks great But I think I should get paid for my time we have a deal. Would you like me to draw up a contract?
at the weekend. C: I need to leave to catch my plane. We're opening the
K: It's a very expensive course, louise. We w ere very lucky to branch of our cha in in Poland tomorrow. Let's arrange
'· • ' get you a place on it There is normally a waiting list of a year. meeting when we've had time to think things over. I'll ·
L: Yes, I realize that, but .. . a call when I get back from Krakow.

K: And not only that, they normally only take candidates who
have taken the initial management training. You were very SA, Page SO, Exercise 3
lucky to have been put forward for this at all.
Part 1
l : Yes, I'm aware of that. But t hat doesn't m ean that I shouldn't Hi, my name is Hazel Rawlings and I'm here to talk about
get paid . It's three hours away, so I'll have to stay in a hotel. the way that news consumpt ion has been affected by new
That's another expense, and I have to pay that myself. I'm not technology. Firstly, let me ask you a question. Has
asking for overtime, just my normal hourly rate. this room at least glanced at the news headlines today?
K: As you know, we don't pay staff to work at the weekend. uh-uh) Yep, I thought so. Recent research confirms that our
Anyway, you can hardly call a training course 'work', can you? To interest in news stories remains strong. However, advances
be honest, I really can't see what you are complaining about in technology mean that there are now a variety of ways to
L: I'm not complaining. But it's only fair that participants read , watch or listen to the news. So, I'll start by looking
should get p aid. I might not be working in the office, but I'm changes in the way t hat we access the news. Then we'll see
still learning skills that will be useful to the team, and that's sort what effect this has had on our habits and the way that we
of like working. After all, this isn't a course that I asked to go interact wit h the news. Finally, we'll consider whether these
on, and it benefits the department, too. changes m ean that we spend more or less time reading or
watching the news every day.
K: OK, don't go then.
l: Pardon?
K: Don't go. It's taken a long time to get allocated a place on
SA, Page SO, Exercise 4
this course. I'm sure we can wait another year. Part 2
l : Th .. . that isn't what I meant. This isn't the best thing for the Let's start by looking at the way that we access newsstories.
department. Traditional news platforms such as newspapers, radio anc

K: I'll be the judge of that Now, if you will excuse me, I'm very
1V are still popular. But increasingly, news stories can be 88,~
accessed with digital devices such as smartphones. Friends
busy. 1nt r
and colleagues send interesting stories to each other
o r on social networking sites. The proportion of people who 'r. w
70, Page 77, Exercises S, 9 and 10 get their news online continues to grow. Recent research · 10terv18

USA shows that 44 per cent of people now use the internet MrVae
5 = Supplier, C = Client cableT
mobile phones or other digital devices to follow the news.
5: Thanks for corning in today. How was your journey?
While local and nationallY news remain the most popular PV:WE
C: Good t hanks. Your directions were very helpful. way to view news stories, the internet is now used more than theme
5: Glad to hear that Can I get you a tea or coffee? newspapers and radio broadcasts. In the USA, 92 percent of 1: Thl
C: I'm fine, thanks. I'm afraid I don't have much t ime, I have to Americans get their daily news from multiple sources rather OCCUrrE
leave for the airport at four. than simply f rom newspapers or 1V Interestingly, while men compa
and women are equally likely to get news from one or mom PValer
5: No problem. Shall we get straight down to business?
tradit io nal sources such as 1V or a newspaper, far more men these<
Erm, perhaps you could outline the main areas you'd like to
than women get news d igitally. Online or digital platforms
discuss? N·.WI
are used by 50 per cent of men to get their news compared
C: W ell, the way I see it is we have similar ideas o n price and compi
with 39 per cent of women. And men are twice as likely as
quantity. But I still have some reservations about your delivery women to look at news stories on their mobile phones. Digital 1: Sc
times. These are fresh products, so we want them to arrive in techno logy isn't used by a particular age group. You maybe media
our restaurants as quickly as possible. We have a policy that surprised to hear that online news is more likely to be readl1j PV:I\
there should be no more t han three days between the items those in their thirties and forties than by younger people. And, I have
being picked and when they're on the table. in the near future, it is thought that the internet will be used as
a key news source for those in the 50-65 age group.
 1: Your company has a reputation for making documentaries
SA, Page 80, Exercise 5
and dram a series that deal with serious issues, hasn't it?
Part3 Whereas the companies that you are in talks with make game
Now we'll move on to look at the way that this technology shows and sitcoms. If you sell, that would mean a change of
.-sed in our everyday lives. Have our news habits been d irection for the type of programmes you make, wouldn't it?
:T4f19ed by the internet? Welt recent research indicates that
PV: As I have said, J have no comment to make on . ..
!Khnology allows us to interact w ith the news in a different
ay In the past, the news was accessed at particular times in 1: And it could also mean that jobs would be lost at P Valera
rost households. People read t he newspaper over breakfast Productions, isn't that right?
watched or listened to the news at a certain time in the PV: Don't be ridiculous. W here did you get this information?
evemng. However, digital technology means that news 1: A re you refusing to answer the question?
updates are now available wherever and w henever we want.
PV: I don't see any point in discussing t his further. I have
ecancheck news stories while commuting to work or
nothing else to say to you.
college. Now we have 24-hour news channels and websites
~break news stories and constantly update and analyze
i'em as they develop. In the past, many households had 88, Page 82, Exercises 3 and 4
~newspaper delivered to their door, and it was often read I = interviewer, PV = Paul Valera
110m beginning to end. Today, people are more likely to scan
another 1: Welcome to Business Tonight, and we have an interview
headlines online and click on t hose stories that attract
I' ll give you with Paul Valera, the founder of P Valera Productions. Paul,
attention. In the past, it was the producer of a news
there are reports that you've been involved in talks with some
~ramme or the editor of a newspaper who decided which
of t he giants of the media industry- is that correct?
!lOneS were most important. Now we decide that information
ourselves and follow the stories that we are most interested PV: Well, yes, it's tnue that I've had the opportunity to get
wl1ether they are sports results, international incidents or together with some of the leaders in the field.
oca news. As a result, individuals are much more involved in 1: Could you tell me whether it's tnue that an offer has been
about
naging their own news content. made to buy your company?
by new
PV: There has been interest in the company, but no decision
would b e mad e until I've consulted with the shareholders.
1: That must be very excit ing for you. After all, P Valera
Productions was only founded four years ago when you were
sum up, we are now more interested t han ever in following
still at university.
nel'ls. Traditional news media and digital technology
reused for different purposes by consumers. For example, PV: Yeah, there's no doubt that this is a very great time for the
,(iuals might use their mobile phone to read news company. We have a brilliant team and we're very proud of
itadlnes on the move, a news website to follow breaking what we've achieved so far.
'leiiS stories and newspapers, or 1V broadcasts for news 1: That brings me to my next question. P Valera Productions
)Sis and in-depth reports. So, what should we conclude has a reputation for making documentaries and drama series
mthis?Well, the next few years will b e interesting times for that deal with serious issues, hasn't it? Can you say whether
media. The challenge in the future will be to create news this would mean a change of direction for your company?
tent that responds to new technology and to offer more PV: I'm glad t hat you asked that question. I'd like to take
(i!:OO!unities for users to customize the ir news to reflect their this opportunity to state that we would continue to make
•. 1nterests. challenging and interesting programmes that we believe in.
P Valera Productions will continue to make the same high
quality television that we always have.

I r~teNiewer, P = Paul Valera 1: That's good to hea r. There have also been rumours t hat
there m ight be job losses if you sell. Do you know if there
Welcome to our Media Today podcast, and we have an
might be changes to your production team?
nerviewwith Paul Valera, the founder of P Valera Productions.
Valera, there are reports that you have been in talks with PV: There won't be any changes to the production or
elV channels- is that correct? management team s in the company. These are the teams
that have made the company the success it is today. W ithout
IY: Weli,lt's true that I've had interesting discussions about their creativity and expertise, we wouldn't be able to make
media industry with some of t he leaders in t he field.
award-winning programmes. I g uarantee that there will be no
Tile timmg is interesting, isn't it? These meetings have redundancies, you have my word on that. Why would I change
«a~~ed on the same day that senior staff from your own a winning team?
woanypublicly accuse you of entering negotiations to sell
1: Do you think you could tell us about your latest project?
\'aera Productions without consulting the shareholders. Are
Er .. . haven't you been working on a secret programme in t he
~accusations true?
Amazon rainforest?
IY: Whatstatements from senior staff? These accusations are
PV: Well, this is a world exclusive: it will feature animals and
p~tely unfounded.
plants which have never been filmed before. It's taken us t hree
Soyou didn't meet with representatives from int ernational years to m ake and I can honestly say that it will be the most
l'rtaorganizations? amazing wildlife documentary t hat ha's ever been seen o n
PV:rvealready stated t hat I've been in discussions and television.
"ovenothing more to ad d to that statement at this point. 1: W ell, we certainly look forward to seeing it. Thanks for
coming in today, Paul and we'll follow your company's plans
with interest.
 Audio scripts
88, Page 83, Exercise 5 Speaker 3
If you take 15 m illigrams a day for five days, you'll
1 The t iming is interest ing, isn't it?
better. Though it's not a good idea to take it all at
2 Are these accusations true? m ight feel sleepy. Food helps, so it's probably better
3 Cou ld you t ell me whether it's true that an offer has been at meal times.
made to b uy your company?
Speaker 4
4 Why would I change a winning team? I made a few contacts at the trade fair - they don't
5 Haven't you been working on a secret programme in the the same sector as we do, but I thought it might be
A mazon rainforest? networking opportunity, so I invited them to lunch. We
p lanned to go to a local cafe, but two had special
requirements, so it ... it wasn't suitable. In the end,
8C, Page 84, Exercise 2 into a taxi and found another place, which is why it
1 just over three hundred.
P = Presenter
P: Well, Magda, so far you've won 35,000 euros. Now you 80, Page 87, Exercise 7
have the chance t o double your money. All you have to d o is
S = Sara, T =Tony
give me the correct answer to this question. Fraser Island is the
' •) • largest sand island in the world. Can you tell me what country S: Hi, Sara Campbell here.
it belongs to ? T: H i, Sara, it's Tony. I'm phoning about the email that)'QI
sent this morning. Why did you say that the project has
2
postponed until November?
E = Eleanor, LA = Lord Ashgrove
S: I d idn't say that.
E: .. . Lord Ashgrove, what are you doing here? ...
T: Well, that's what you meant. You say the start date
LA: I had to see you, Eleanor.
changed.
E: You must leave imm ediately - the king is o n his way.
S: The start date has been changed. What's the problem'
LA: Too lat e, my dear.
T: The prob lem is t hat you're sending out an inaccurate
3 communication and it's making my department look
P = Presenter start date hasn't been postponed or changed, it's just
P: This week on Lifeswap, the Lucas f amily are g etting ready rescheduled.
to leave their home in Glasgow to spend a month with the S: Tony, they all mean pretty much the same thing.
Cheng family in Hong Kong . They are already late for their T: N ot to me, Sara. And while we're on the subjectolyoo.r
flight, and 15-year-old Zoe Lucas has decided that she doesn't email, I found some of the information ambiguous.
want to leave her friends and is refusing to get into the taxi to
S: Ambiguous? What do you mean?
the airport.
T: I mean, it isn't clear. For example, you say thattrain1ng
4 be offered t o the teams in t he autumn. What do you mean
A = A melia, C = Charles there - September, O ctober, November? S: Thanks
A : Charles, you haven't forgotten what day it is t oday, have email.
S: I think it's in September, but I'd need to check the exact
you? dates. They're just details, though. T: No pro
C: Of course not ... it's Tuesday, isn't it? ... T: Hardly! My team have to plan their workload around the
A: .. . No. Listen, I'll give you a clue. [Hums.} training courses, so the exact dates are very important to SE,P~
C: Ah, is it the day you start sing ing lessons? S: ... A nything else? ... TC • tralr
5 T: Are you typing an email? TC: Da\
J = James, M = Mei-ling S: Sorry, Tony. Just replying to an urgent message. Now, HSO:Hel
J: ... The door's locked. I'll have to break in . ... w here were we? atWater!
M: Look, over there, under the desk. It's a body. T: You were about to explain to me why we should be TC: HI,
interested in t he fact that Peter De Marco is planning a HSO:Iw
J: It's Giles Carfax, the CEO. But there's no gun. The doors
o ur bra nch. In your email you j ust say 'We're welcoming This was
and windows are locked. No one has come in or gone out - so
De Marco next month'. Why is he coming to the branch?
who shot him? TC: 0~
S: As you know, he's the new Finance Director at head ob could ha
We're not sure yet , but we t hink he might be coming to
80, Page 86, Exercises 2 and 3 discuss spending cuts. Could be important for next yea(s
HSO:Wt
budget.
Zaheer ~
Speaker 1 Now,ac
I'll see you on Thursday around lunchtime outsid e that place T: And you d idn't think it was worth including that fifteen-n
that Kate mentioned serves good coffee. information?
weretol
Speaker 2
S: Sorry, Tony, I have a call coming in on the other line. I'll all had s
Flights to Oman leave at eight o'clock, and business class
have to call you back later. the act11
passengers are reminded that they can check in before arriving
safety g
at the airport. Leave t ime to clear security and p lease remember
that only one bag per person is allowed on t he plane.
 Page 87, Exercise 8 TC: But there was still an accident. I've interviewed Sam
Hughes and he suggests that the training talk lasted less than
five minutes. Sam's torch wasn't working. While trying to get
it to work in the cave, Sam got lost because the rest of the
Hi, Sara, it's Tony. I'm phoning about the email that you sent g roup went on ahead.
Could I just clarify a few things?
HSO: Well, that's a little different from what !'ve heard. Zaheer
away. says that the group was told to check their equipment before
Yoo mention changes to the start date of our project. If entering the cave. And apparently, Sam was chatting all
correctly, you're saying that it's been postponed. through the safety talk.
ihething is, it makes it sound as though my department has TC: Well, Sam says they weren't advised to check the
•led to start the project on time. D'you see what I mean? equipment at all. Well , we seem to have d ifferent versions of
1: Oh,yes, Isee. Sorry, there's been a misunderstanding, Tony. what went on, don't we? We still need to find o ut why it took
'hat wasn't what I meant. What I was trying to say was that the the instructor ten minutes to realize that one of the party was
:oord of directors has decided to change the start date. I'll missing. And when Zaheer discovered Sam was missing, why
ar.~ that to the management team. did it take so long to start a search? It seems that there was
T: Great. The other thing I wanted to check was the dates some delay in getting medical help, too.
~:he training. The email says that it willbe offered to teams HSO: We also need to check why Sam didn't simp ly follow
tne auru.mn,. W.e.. b~~e.. tb~ (.Qf:lf.e.~e.r:t{;R- if.1, ~G"CWber., c:0 tbe !ii.gps. ~!(.. t.Q_ t_!;.~ ~r:ot.;.wr-.-e ~ \i;>~e '\:.CI.rc. -r,~;-~ a.:.t:,wn.
::resume you mean early autumn - is that right? happened in an area of the cave which is closed to the public.
It's clearly marked with a sign saying, 'Danger, d o not enter.'
I: Yep, exactly.
If he hadn't gone in there, he wouldn't have end ed up w ith a
~Do you have any more information on this? You see, my broken leg.
mwill need to plan their schedules, so it'd be useful to
TC: It sounds like we need to interview Sam and Zaheer
itte an exact date.
again t o clarify what happened, doesn't it?
I: Ah, got you, you need the exact dates, don't you? Yeah,
HSO: Yes, I'll speak to Zaheer today. Can you speak to Sam?
thnk it's planned for September. Tell you what, I'll check the
ca~es and email them to you today. TC: Yes, will do. We might get a clearer picture of what
happened if we ask for more details, and for confirmation of
T: Thanks, Sara. There was one last thing. Your email says that
what they've already told us.
~erDe Marco is visiting the branch at the end of the month.
Coo you tell me a little more about why he's coming?
He's the new Finance Director at head office, as you 9A, Page 92, Exercises 2 and 3
and there's a possibility that he might want to discuss Interview A
lle<ld•ng cuts in next year's budget . I'll send a memo with Well, in my country I know that credit card payments have
rae details later this week, but I'd appreciate it if you didn't become extremely popular over the last decade. I t hink it's
it with your team until then. Do you follow? unlikely that credit card payments w ill decrease in popularity
OK, of course. in the years ahead - in my country, at least. But a number of
i Thanks, Tony, and sorry for any misunderstandings in t he people today seem to prefer mobile payments, so it's quite
probable that more and more consumers will turn t o mobile
banking. After all, mobile payments are safer than credit card
payments, aren't they?

lt\tetview B
Page 89, Exercises 5 and 6 I wish I knew the answer to that o ne! I d on't want to sound too
• training coordinator, HSO = health & safety office pessimistic, but, you know, it's taking a long time to get out
Dave Rowson. of this recession. So, really, I doubt whether access to credit
'1t's Kelly Robinson here, Health and Safety Officer will be easier. And I'd go further than that: for those who have
. I'm returning your call about the caving accident. credit cards, it will definitely be more difficult to sp end .

Hi, Kelly, thanks for getting back to me. Inte rview C

Iwanted to extend the company's apologies once again. Well, plastic card s probably won't become any safer to use-
avery unfortunate incident. How is Sam doing? they'll continue to get stolen or lost. But the other day I was
reading about recent d evelopments in biometric t echnology.
Out of hospital and recovering at home, tltanldully. It
Fascinating, really. Hitachi, {or example, has come up with the
have been much more serious.
idea ot letting customers make payments simply by scanning
HSO:Well, yes, exactly. That's why I'm calling. I've interviewed ~brur.l-,anrl~;ncta:ui.~.·u-.;n~o·\:n~at, '\:'cn'tl. ".;,-u·l.J ,l:!,tJ::. ::;ure·ro'oe
our instructor, and filed an incident report. a great improvement in security in the next few years.
~.according to Zaheer's stat ement, the group was given a
·•ceen-minute training talk before they went caving and they Interview D
~ere told what to do in case of emergencies. In addition, they W ell, for o ne thing it's clear that credit card companies can't
I'll .liad safety equipment and were told to stay together during continue to offer valuable rewards to ent ice customers to use
:-tactivity. We're confident t hat Zaheer followed company cred it cards as a primary payment tool. For that and several
~lety guidelines. other reasons, the number of credit card customers is bound
to decline sharply over the next few years, I think. It's highly
likely that debit cards will become everybody's preferred
p lastic. Their use is already accelerating as more people want
to pay with money they know they have.
Audio scripts
98, Page 94, Exercises 3 and 4 2
R = Rick, B = Boris
I = interviewer, R = Renata
B: IT support, Boris speaking.
1: So, Renata, what went wrong, in your opinion?
R: Hi, Boris. Rick here. Erm ... Sorry to bother you, but!
R: I suppose you mean at the UN?
to have a bit of a problem.
1: Yeah, t hat's right!
B: Yeah? What is it?
R: Well, I certainly agree with the UN spokeswoman: this
R: I've been trying to change my password, but
security breach should not have hap pened. The guards should
system doesn 't accept it. I was wondering if you could
have checked the actor's identity.
help me, please.
1: N ow, considering that this was a p romotional stunt, how do
B: Sorry, Rick, are you saying you just need a new
you think the KFC people felt about this incident?
R: The whole idea could have b een a terrible fa ilure, of 3
course, but then even traditional advertising stunts often fail. A = A nya, 5 = shop assistant
I think the guys behind the stunt must have planned A: Hello. Good afternoon. I want the Vectra anti-virus
everything very carefully. package .
1: And what about the actor they'd hired? 5: Sorry?
R: Well, first of all, it can't have been easy to find an actor
willing to take the risk. From t he company's point of view, he 90, Page 98, Exercises 3 and 4
did a great job. Let's not forget that the story went round the
People all over the world have to make requests at one
world. They must all have been very pleased.
or another. Requesting is a universal phenomenon, but the
ways in which we can make our requests appropriate are
9C, Page 96, Exercises 2 and 3 not universal - they are culture specific. For example, if you
The parents of a high-school student from Philadelphia have translated a Japanese request into Arabic or English, rt
filed a lawsuit against the sch ool d istrict after it appeared that sound very strange, perhaps even rude.
the laptop issued freely by the school w as equipped with In most English-speaking countries, the way in which we
security software that allowed the school d istrict to activate the express requests is influenced by at least three factors.
computer's webcam and view t he students at any time. Firstly, there's t he relationship between the interlocutors.
According to the lawsuit, 15-year-old Blake Robbins and his example, two complete strangers have a high degree of
parents only became aware of the secret webcam after he was distance, so language tends to be more formal, and more
accused of bad behaviour in his home. The only evidence the words are used, except in so-called service encounters, like
school was able to present to support the accusation was a shopping, checking in or out at a hotel and things like that.
photograph taken from the webcam embedded in the laptop. Secondly, we need to consider power relationships: do the
It later turned out that the student had simply been pictured interlocutors have equal status and power, or is one inferior
holding some ca ndies which one of the teachers had mistaken and the other superior? Thirdly, consider the size of the
for something else. req uest: are you asking for a big or a small favour?

The Robbins are complaining that the school's actions amount So the most appropriate requests are the ones which take
to spying, and Blake's lawyers have also expressed serious account all three dimensions. And of course there's
concern over the officials' actions and said they could f ace else we should never forget: it's not just what we say, it's
criminal charges. we say it. At the end of the day, the words we use
matter if our body language and intonation send a nega!lve
The school authorit ies maintain that t he secret webcam has
message.
only been used for the limited purpose of locating a lost,
sto len or m issing laptop. All in all, I don't think I've said anything revolutionary. Most
people will accept that there's a huge difference between
Apparently, other schools have similar technology. A m iddle
asking a close friend if t hey can lend you a pen, and 1
school in the South Bronx of New York City has installed
visiting overseas director if they can send you a copy of the
software in the laptops issued to its students that allows
PowerPoint slides they used for their presentation at your
officials to view whatever is d isplayed on t he screen.
annual sales conference.
Let's now t urn to ou r three situations. The way M~n~nnc•WMI
90, Page 98, Exercise 2 her request is f ine. The problem is with Geoff's response. To
beg in with, w e generally avo id starting a negative response
M = M arianne, G = Geoff w ith 'no'. And then if we can't give a positive response, we
usually give a reason. So Geoff could've said lcop1ec
M :Sorry, Geoff. My computer's frozen again. Do you think you
'Sorry, I can't j ust now. There's this huge backlog of work I F: I'd I<
could help?
to go t hrough. Try Linda.' As am.
G: No. I can't. Sorry.
Now, turning to Rick's request, the problem is that it's far too
indirect, it's too fo rmal. Rick and Boris obviously know each
ot her, and the request seems to be a very small one, so~
probably expected something more direct like: 'Could you
help me change my password?'
 tile problem with Anya's request is the use of 'want', 90, Page 99, Exercise 13
almost a taboo word in requests, at least in service
So the shop assistant must've been shocked. In
L = Lea, N = Nathan
you'd expect something like: 'I'm looking for L: Hi, Nathan. Could I have a word with you about our
anti-virus package' or 'I'd like t he Vectra anti-virus project?
N: Sure. What's up?
L: Well, it seems that we're running behind schedule. So
could you and the rest of the team possibly work on Saturday
morning?
N: I'm afraid I can't on Sat urday. I've p lanned something w ith
the fam ily.
L: I know it's not easy, Nat han. But we really need an extra
project meeting, and we need you. We're o nly talking abo ut
t hree o r four hours.
vebeen trying to install some new software, but it doesn't N : I see. Well, could n't yo u plan it for Thursday instead?
Would you mind having a look at it when you have a
L: I'm afraid not. Most of the team members are doing
fieldwork on Thursday.
N: I understand. W ell ... all right, then. If it's only for a couple
of hours, I suppose I could be there Saturday.
2 L: Excellent ! And I t hought it would be great if you could
coordinate the work of t he team as I'll be away in Vancouver.
&m ... Excuse me, Lev. I know you're very busy, but do you N : Oh, I don't t hink I have enough experience for that.
you could go through this translation for me? It's a short Um, how about a t e leconference instead? I'm sure all the
apotential customer in St Petersburg. coord inating cou ld be done from Vancouver.
No problem. Just take a seat and we'll have a look at it N: Thanks, Nathan, I'll just have t o make sure I get up in the
middle of the nig ht then . ..

9E, Page 101, Exercise 6

According to a US survey:
Ra1mundo. There's something I need to ask you. You more than 75 per cent of employers monitor their workers'
very hectic for all of us here because of our annual website connectio ns
next month. 60 per cent of firms use software to monitor external
Yes,1know. I ... I sent out the last invitations yesterday, but {incoming and outgoing) email
stJI quite a bit of work to do on the programme. only 27 per cent take advantage of technology tools to
. that's what I had in mind. I wonder if you could possibly monitor int ernal email conversations t hat take place between
overtime on Thursday and Friday, please? employees
th1ng is, I've got to be home by six Thursday evening. 79 per cent of emp loyers have imp lemented a written email
got a family reunion. But I'd be happy to do a couple o f policy
hours on Friday, ifthat's any help. almost 20 per cent of employees report sending and receiving
inappropriat e and potentially damaging content {for example ,
jo kes, gossip, confidential informatio n about the company,
et c.).

1OA, Page 103, Exercise 9

I've been in my p resent job at a pharmaceutical company for
know that photo editing program you showed me last
three years now. I work in sales and have had a lot of praise
from my manage r about my performance. The problem is
that recent ly I've started to feel as though I'm not developing
Icould really use it these days. Would it be all right if my skills. Sometimes I think that I should try to move
.t onto my laptop? departments as this is a big company and it usually looks after
dlove to help you, but I'm afraid it was only a trial version. its employees. Or perhaps I should change career completely.
matter of fact, it expired last week. You see, I've always wanted to get into acting. I haven't joined
any am ateur theatre groups, b ut I really enjoyed acting in
productio ns at college and everyone said that I was really
good. M aybe I should retrain as a d rama t eacher o r even d o a
you course in acting . What d o yo u thin k?
 : Audio scripts
1 08, Page 104, Exercise 2 108, Page 1 05, Exercise 7
Did I tell you that I met an old colleague of m ine, Ka rl last M = Martine; L = Lars
week at a trade fair in Moscow? I hadn't seen him for more M : Excuse me, could you tell me what time the
than two years. It was very cold in the city and I almost d id n't starts?
recognize him because we were all wearing very large coats
L: Oh, Martine, is that you? It's me, Lars.
and hats to keep warm . Anyway, we went to a very good
restaurant and talked about old t imes. M: Oh, Lars, hello. How are you? I haven't seen
What have you been up to?
Karl reminded me of an incident that hap pened when
we worked together. We used to share an office with our L: I've been incredibly busy, actually. I setup my~
manager, who liked everything to be very clean. One day, the b usiness and it's going really weJL Jtsha.rd ~d­
boss was out of the office and apart from Karl and myself, the very much. How's everyone in the department?
whole department was deserted. Anyway, Karl had a problem M: Same as ever. Donald from Accounts has
with his motorbike, but because it was raining he couldn't L: You're joking! He was completely useless
work on it outside. He persuaded me to help him b ring it into
the office and he took it apart to try to fix it. Soon the whole
place was very dirty. You can guess what happened next. Our L: You can't be serio us! Mind you, he always was
boss came back early and walked into the office. The first t hing at office politics.
• • t. he saw was part of a motorbike engine on his d esk. As you M : They quickly realized their mistake. But it's too
can imagine, he was very angry with us, his face went really L: What about Jasmine? If I remember rightly,
red, and for some reason, Karl and I found this very funny and leave to become a p rofessional musician. She plays
started to g iggle. Soon we were laughing so much t hat we ab solutely brilliantly, doesn't she?
could hardly breathe.
M: That's right. She's doing wen, too. There's talk of her
Needless to say, our relationship with our manager was never moving to Sydney to work in the Australian branch.
the same again. Not long after, Karl left to work for another
L: That's hardly surprising. She's extremely intelligent, isn\
organization and a little while later, I left, too. That's when
she?
I came to work here and it was definitely the best ca reer move
I've ever made. I suppose you could say that it's all thanks to M: Look, the talk's about to start. Hopefully, we'll get a
Karl and his motorbike. to talk later.
L: Unfortunately, I have to drive to the airport straight alter
the seminar. You'll give my regards to everyone at the office;
108, Page 1 04, Exercise 5 won't you?
Did I tell you that I met an old colleague of mine, Karl last
M: Of course. It was great to catch up.
week at a trade fair in M oscow? I hadn't seen him for m ore
than two years. It was freezing in t he city and I almost d idn't
recogn ize him because we were all wearing huge coats and 1 OC, Page 1 06, Exercises 4 and 5
hats to keep warm. Anyway, we went to an excellent restaurant T =Tom; M = Marta
and talked about old t imes.
T: Listen, I'm a bit concerned about Jozef. Have you
Karl reminded me of an incident t hat happened when any changes in his behaviour recently?
we worked toget her. We used to share an office with our
M: Funny you should say t hat. You know how conscientilli.S
manager, who liked everything to be kept spotless. One day,
he is. Well, since he started this latest project, I've noticed
the boss was out of the office and apart f rom Karl and myself,
he's making a lot of mistakes. His work's started to become
the whole department was deserted. Anyway, Karl had a
quite slapdash and that's not like him.
problem with his motorbike, but because it was rain ing he
couldn't work on it outside. He persuaded me to help him T: No, it's not , is it? And whereas I'd normally describe
bring it into the office and he took it apart to t ry to fix it. Soon calm and easy-going, I've had reports that he's permanentif
the whole place was filthy. You can guess what happened next. grumpy with everyone in the team lately. They avoid
Our boss came back early and walked into the office. The first approaching him in case he b ites their head off.
thing he saw was part of a motorbike engine on his desk. As M: Have you mentioned any of this to him?
you can imagine, he was furious with us, his face went really T: It's d ifficult because he's quite reserved. I'm not sure
red, and for some reason, Karl and I found this hilarious and be comfortable discussing private matters.
started to giggle. Soon we were laughing so much t hat we
M: But it might not be private. Perhaps he's stressed abo.rt
could hardly breathe.
the new project he's working on. You won't know until you
Needless to say, our relationship with our manager was never
the same again. Not long after, Karl left to work for another
T: OK, I'll think about it.
organization and our boss retired. After he left, I finally got
promoted to assistant manager and soon became manager. It
might never have happened without Karl and his motorbike.
 100, Page 108, Exercises 3 and 4 1 OE, Page 111, Exercise 5
I Robert (the team leader), A , 8 and C = (members of Hello. It's good to be working with you all. As you know, this
tseminar team) is a multi-million pound project and we at Landwing Holdings
t Hello, everyone, could I have your attention for a are very excited to hear your ideas. The target market for
IW!lellt? I've just come from a meeting with Mayhew membership of Holden Lodge w ill be people aged 30 to 55.
Te:ecoms, to talk about our bid fo r the contract to build their In general, the members will be successful business people
'"ages. who lead busy and sometimes stressful lives, and they will
IIttY workspaces.
come to Holden Lodge to relax and keep fit. As a first step,
A: Have they given you any feedback on our designs yet? Do
m I wou ld like you to brainstorm ideas for the activit ies and
I enjoy it dley like them?
facilit ies that we cou ld offer custome rs. Yo u can use t he plans
t That's what I want to talk to you all about. Let m e start to d ecide where some of t hese facilities could be placed.
~saying that they were very impressed by your work, and Although we will be employing a professional advertising
dleythoughtthe designs were bright and modern . Exactly company, it would also be very useful for you to provide ideas
llllatwasasked for in their brief, in fact. Unfortunately, due to for a logo for Holden Lodge, and a slogan that we could use
factors which are beyond our control, they've had to turn the to encourage prospective customers to become members of
designs down.... I realize that this must be disappointing for the leisure complex. As you can see, we included a draft logo
aI. And I'm aware how much hard work went into this. The and slogan on the p lans, but we want to work on them and
eason that Mayhew Telecoms turned them down is because improve them.
tEyre haVIng some problems and they now have less money
spend on this project. But the good news is that we're still
:,IS! choice to design the new workspaces - we just need 1OE, Page 111, Exercise 7
iVnend our designs a little. Hi, team. Sonry to call you without warning but we've had
8: But we worked really hard o n this. some new information. I'll keep this brief. Our market research
company has advised us that our target market should now
R: I ~now, and you all did an excellent job.... Come on, we
be families with young children. And they also recommend
~do this. We need to pull together to get this done.
that we include some activities that will appea l to teenagers.
A: But Robert, it's not our fault that the cl ient has financial Forget the 30- t o 55-year-olds t arget market. Can you now
poblems. make any necessary changes to t he activities and facilities that
R: No, but what we need to focus on is the next stage of this we offer to attract the new target customers? Oh, and that
project. This client still thinks you're the best team to design means you might also need to change the logo or slogan,
office, ~workspaces. They have faith in you. Let's concentrate too, I guess. Sonry about this- you're doing a g reat job . I'd
resolving this and getting the job done. They now want really appreciate your ideas as soon as possible- this really is
designs with a more trad itional feel, using less expensive extremely urgent.
.€11als. So I'd like you to come up with some fresh ideas.
C: Look, couldn't we just revise the designs that we've already 1 OE, Page 111, Exercise 8
rue?We all believe these are the best designs for these
~ces. Wny don't we just use less expensive material but
Hi again- I have a couple of final tasks for you. Firstly, we'd
noticed to keep to the original ideas? like you to think of a special promotio n to get people to sign
up for membership. You know, like a month's free membership
t That's certainly worth considering, but I think the first or something, but I'm sure you'll think of a more interesting
llflg we need to do is arrange a meeting and look at the
idea than that. Secondly, it's important that we maximize
.lf.li'aJ15~!flill' .F.fU'.thP..r:nnr:nl?.f,'t .!.thin} -""'u .dv>~tld -"!l ,-,,-, f.JIUI I LS, SU Ldll yuu IUt::HILIIY Gti iY llll~IIUI Ul ~~<.L~ IIUI :>f.ldLt::> llldl
early. You've been working late nights and weekends you haven't already used for your planned leisure activities
you all need a break. Go and get some rest. We'll have and facilities? What could these spaces be used for? It doesn't
meeting first thing tomorrow and talk about how t o necessarily have to be anything to do w ith hea lth or fitness.
... Oh, and before you go, I'd like to than k you for For example, they could be used for concerts, parties, sho ps
....,,,.Jor<·t•n,~i",, I really appreciate all your efforts on this ... let your imaginations run wild. Thanks again for all your
I have every confidence that t he new designs will hard work on this project. You're a great team.
better. OK, off you go, see you tomorrow.
~ye. thanks ... }
 I Present tenses p ag e 156 rese nt tenses
Present simple page 156
Present contin uous page 157
Present simple
Present perfect simple page 157 Use
We use the present simple to talk about regular activities,
Present perfect continuous page 158
situations and things that are always true.
Present perfect simple page 158 I watch TV every evening.
vs present perfect
Leila and Selim live in Tunis.
continuous
Winter begins on 2 1 December.
Past tenses p age 158
We also use the present simple for timetabled events.
Past simple page 158
My plane leaves at 12.50.
Past simple vs present page 159 The conference starts next Tuesday.
perfect simple
We use the present simple instead of wi/1 in subordinate
' . '~ . Past continuous page 159 t o the future.
Past perfect simple page 160 I'll phone you as soon as I arrive. (as-s00n-as-l-will-arrive}
You won't laugh when you read his report. lwil~n-IW'itt-wiiHIII
Past perfect continuous page 160
However, note that when can be followed by will (or would)
Past simple and past perfect page 161
and embedded questions (see A sking questions, page 163).
Future forms page 161 I wonder when Julie will be back.
Present simple page 161 We also use the present simple for giving and asking for directions and
The modal verb will p age 161 instructions.
How do I get to your office?
going to page 162
You go down the high street and turn right after the park.
Present continuous page 162
Future perfect page 162
Form
Question forms p age 162 (+)
//You/We/They work full t ime.
Asking questions page 163
He/She/ It works day and night.
Modality page 165
(-)
Modal overview page 165 You don't work at weekends.
Making predictions page 167 He doesn't usually w ork late.
Modal perfect p age 167 (?)
Conditional sentences p age 168 Where do you work?
Do 1/you/we/they work?
Mixed conditionals page 168
Does he/she/it work?
Passives overview page 169
Do you often play tennis? Yes, /do.
Verb patterns p age 170 Does she travel a lot? No, she doesn't.
-ing page 170
Verbs not used in the continuous
infinitive+ too page 170
Some verbs are never or hardly ever used in the continuous form
Nouns and articles page 171 any tense.
Countable and uncountable page 171 These verbs are sometimes called 'state' , or 'stative', verbs'.
nouns • verbs referring to the senses, e.g. feel, hear, see, smell, sound,
A rticles overview page 172 I see what you mean. fa m seei,g)
• verbs referring to mental and emotional states, e.g. believe,
Comparison and contrast page 173
imagine, know, realize, recognize, suppose, understand, like, i
Comparative and superlative page 173 prefer, want, wish:
adjectives They understand our point of view. (are-ttflderstanding}
Comparative and superlat'1ve page 174 • ot her verbs, e.g. agree, disagree, mean, promise, depend on,
adverbs need, owe, own, possess:
Extreme adjectives page 175 The group owns a supermarket chain in Spain. (ifflwning)
 I Note that some state verbs can also be Present perfect simple
, 'action', or 'dynamic', verbs'. Act10n Use
verbs can be used in the continuous.
We use the present perfect simple to talk about a present situation which
Compare: I see what you mean. (state; meaning
=understand) is connected to the past. The main uses can be grouped under three
headings:
I'm seeing the boss tomorrow. (action;
meaning = have an appointment wit h) 1 Recent news I New information - we are focusing on the current
/think you're right. (state; meaning = this is my importance of the past event, i.e. on the present result of the past event.
opinion) When it happened is not important and is not mentioned.
(action; I've finished the report. (You can have it now.)
We often use the present perfect to give news.
Guess what. My computer has crashed!
2 Ex p erience -finished actions that happened in our life up to now.
Present continuous
I love that film. I've seen it three times. (three times in my life so far)
Alex has won several business awards. (up to now)
We use the present continuous to talk about Have you ever been to Singapore7 (at any time in
actions happening now or around now. your fffe)
I'mwaiting for my flight. I've never given a business presentation. (never in my life so far)
We're working here in Denver for a week.
3 Duration from the past until now- unfinished actions, i.e. actions or
We also use it to talk about present trends. states that began in the past and are still continuing now.
The number of passengers is rising. Barbara has worked as an accountant for a long time .
We can use the present continuous for repeated
Rick has worked for Breitner & Schultz since 1995.
act1ons and events if they are happening The time expressions for and since are often used to connect the past and
around now. present. We use for with a period of time and since with a point of t ime.
The new manager is travelling a lot
When we speak about 'unfinished time' we often use the adverbs already
these days.
and yet to describe things which are happening or expected to happen
We also use the present continuous to refer to around the present. The adverb already may express some surprise,
future arrangements and plans. We often use a e.g. because something has happened sooner than expected.
future time expression in this case. She's only 28 but she's already written three novels.
Our company is relocating to India next year.
We use not yet to describe something that hasn't happened so far but is
expected to happen in the future.
He hasn't found the right business partner yet.
r(+)
I am (I'm) working full time this week. Form
He/ She I It is (He's I She's I It's) working. We form the present perfect with the auxi liary have/has+ past particip le.

We/You/They are (We're I You're I They're) (+)

working.
I I You I We I They have (I've I You've I We've I They've) worked hard.
(-) He I She I It has (He's I She's I It's) worked effectively.
Iam not (I'm not) studying any more today.
(-)
You are not (You're not I You aren't) working
//You/We/They have not (!!You/We/They haven't) w orked hard
hard enough these days. enough.
kis not (It isn't) working properly.
It has not (It hasn't) worked properly.
'n (?)
I~at is Jim doing right now? What has Linda written*?
Jde: IWhat is Jim doing right now? Has she finished her training? j Yes, she has. I No, she hasn't.
e: &he looking for a new job? Yes, he is. I
l No, he isn't.
See page 176 for a list of common irregular verbs.

rate,

•ng,
Grammar reference
When we use the present perfect simple, we are
Present perfect continuous the result of the action, not so much in the action itself
Use Giancarlo has fixed the engine. (= so now it's wooong
We use the present perfect continuous to talk about actions normally)
and situations which started in the past and are still going on o r But when we use the present perfect continuous,
have just stopped. interested in the action itself.
Food prices have been going up steadily all this year. (still 'Why are your hands dirty?'
going on)
'Well, I've been fixing the engine.' 0may or may
Sorry I'm out of breath. I've been running. Gust stopped) finished)
When we use it together w ith another verb in the present, there We use the present perfect simple to say how many
is often a relation of cause and effect between the two verbs. we've done, or how much we've done, or how many
He has a nice tan. He's been sunbathing. we've done something. But we use the present perfect
My hands are dirty. I've been painting the shed. continuous to say how long we've been doing
Compare:
We also use the present perfect continuous for repeated actions.
I've written 25 emails.
Customers have been phoning me all day.
I've been writing emails all day.
How long have you been taking those tablets?
I've visited my main customers five times this month.
The present perfect continuous is also often used w ith words I've been visiting a lot of my customers over the last
and expressions that refer to a period of time up to now (e.g . days.
today, this week, recently, lately, for, since, how long, etc.).
The kids have been playing computer games since Remember that certain verbs are not normally u!ed
4 o'clock. the continuous (see Present simple, page 156).
It's been raining for the last two weeks. Have you known Mr Oeng for a long time?
(H&ve-yot:t-beetrlfflowiffg)

We do not use the present perfect continuous with words

and expressions that refer to a finished period of t ime.
I was in Montenegro last November. II rained for two weeks.

Form Past tenses

We form the p resent perfect continuous with t he auxiliary
have/has + been + present participle. Past simple
(+ ) Use
They have been studying English for two years. The past simple is often considered the defaulttense total
about past actions and situations, i.e. we use it unless we
(-)
a particular reason fo r using another past tense. We
She hasn't been feeling very wei/lately. it when we tell stories or when we describe past events, and
(?) we also often use it together with words or phrases
the past (e.g . two hours ago, yesterday afternoon, last
What have you been doing?
2009, when I was a child, etc).
Your eyes are red. Have I Yes, I have. I No, I haven't. However, past time expressions (e.g. last year, two years
you been crying?
ago, etc.) are not always in t he sentence, e.g. To everyone~
surprise, Jill/eft the company. This is the case when it is cis
that the speaker is talking about the past.
Present perfect simple vs Form
present perfect continuous (+)
We can often use either the present perfect simple or
The manager invited us to her party.
continuous, and there is only a small change of emphasis.
party.
Danilo has worked I has been working as a firefighter for
(-)
twelve years.
She didn't invite Sam. Sam didn't go to her party.
It has snowed I has been snowing non-stop since Monday.
(?)
We tend to prefer the present perfect simple for p ermane nt
or long-term situations, and t he present perfect continuous for What time did you arrive?
temporary or shorter actions and situations. Compare: Who took you there?
These giant rocl<s have lain here for centuries. Did she invite Raoul?
Sven has been lying on the beach since breakfast. Did Raoul go to her party? Yes, he did. I No, he didn't
My aunt has always worl<ed really hard.
My aunt has been working really hard lately. * See page 176 for a list of common irregular verbs.
 Past simple vs present perfect f British speakers use the present perfect simple
simple • slightly more in conversation than American speakers.
Amencan speakers sometimes use a past tense where only
We use both these tenses to talk about actions that started or the present perfect simple is possible 10 British English.
"ished in the past. The main difference is that we use the past
British and American speakers both use yet, already and
smple to describe actions that happened in a completed time just with the present perfect s1mple.
J:€fiOO, whereas we use the present perfect when there is a
Have you done it yet?
oonnection with the present.
I've already done it.
l'hlenwe use the past simple, ourfocus is on 'When?', while I've just finished. (BrE and Am E)
~.eusethe present perfect to say something about 'now' in one
American speakers might also use a past tense with yet
way or another. Compare: and already.
How many symphonies did Beethoven compose? Did you do it yet?
Have you heard Hefner's latest recording of Beethoven's I already did it. (ArnE)
symphonies? British and American speakers both use just with the past
tense to describe something that happened a moment ago.
Expressions like last year, in 1989, when I was a child, three
Did you just call me?
~onths ago, etc. are about a finished time and are therefore
British speakers generally use just with the present perfect
a~~ays used with the past simple.
simple to give news.
5-!contrast, expressions such as since, already, this week, I've just passed my driving test!
~ver, ever, today, etc. connect the past to t he present and are American speakers might say this, too, but they also use
~fore used with the present perfect. the past tense to give news.
Compare: I just passed my driving test!

Past simple Present perfect

She went to Have you ever been to Vietnam?
Vietnam last year. (= Do you know Vietnam? I Past continuous
Can you t ell m e something about
Vietnam now?) Use
1The museum Tim has already visited that We use t he past continuous to say that something was going
opened in 1977. museum three times. on around a particular time in the past.
(= So now he really knows it well.) What was the manager doing when you went into
his office?
hote that the time expression for can mean
We often use the past continuous and the past simple
1 from a point in the past till another point in the past together; the continuous form describes the background
He worked in Barcelona for six years. (e.g. from 1995 till 2001) action or situation, while the simple form describes a shorter
to talk action o r event that happened in the middle of it.
2 from apoint in the past till now:
We first met while we were travelling around the world.
He has worked in Barcelona for six years. (he still works there)
We can also use the past continuous to show that two or more
"'·"ever, time expressions are not always to be found in the
actions were in progress at the same time.
sentence itself. That is because when we communicate, we
dten assume that the context makes it clear to our interlocutor While she was studying for her M.A., she was also
~nether we are focusing on the past or making a link with the working part-time.
p-esent. We also often assume that our interlocutor has some In narratives, we often use the past cont inuous for
s l'IO\'iledge of what we are talking about, and so will understand d escriptions, and the past simple for events and actions.
is clear !that our focus is.
The rain was falling in torrents. The trees were swaying
Hey, Jim, did you see Kerad's goal? (= both speaker and like windscreen wipers. Suddenly a figure appeared from
listener know that the question is about yesterday's football behind the hedge.
match, in which Kerad scored a spectacular goal)
We sometimes use the past continuous in phrases like
So the choice between past simple and present perfect often I was thinking I wondering I hoping to make a request or a
to her ~nds on where your attention is. Compare: suggestion sound less direct.
I've passed my driving test. I was thinking that it might be a good idea to leave earlier.
,passed my driving test. I was wondering if you'd rit<e to join me ror lunc'n.
~llhthese sentences are 'correct' but they mean different
1'19S. The first one is news; you are giving new information; We do not normally use the past continuous to talk
lOUr attention is on now. In the second sentence, by contrast, about repeated or habitual act1ons.
fJJaretelling a story; you are probably talking about a series of 1 sent them three emails but never got an answer. (was-sending)
wstevents.
We went out every weekend when we were younger.
1\!ien we give new information or break a piece of news, we (were-gfJing-ottl:)
.~ethe present perfect to present o ur 'topic'. But if we go on to
Remember that certain verbs are not normally used in the
,oedetails, we normally use the past simp le.
continuous (see Present simple, page 156).
You know what? I've lost my passport. I think I lost it at the I knew a couple of people m Moscow. (was koowing)
airport. It was in my handbag.
Grammar reference
Form Past perfect ,."........ i

We form the past continuous with the auxiliary was/were+ present participle.
Use
(+)
We use the past perfect continuous
She was checking her email. actions and situations that started n
They were all wearing safety helmets. continued up until another time in the

(-) W hen we use it together with

past simple, there is often a relation
I was not (I wasn't) doing anything special.
effect between the two verbs.
They were not (They weren't) wearing security badges.
Jane wasn't doing anything
(?) I went round to her place
What were they wearing? exhausted. She had been
garden.
Was Linda making progress? Yes, she was. I No, she wasn't.
Were they working? Yes, they were. I No, they weren't. Compare past continuous and past
continuous:
I went out. It was snowing. (=
falling)
Past perfect simple I went out. It had been snowing. (•
Use had stopped falling, but there was
the ground)
We use the past perfect simple when we are already talking about the past
and we want to refer back to an earlier point in time or period of time. Compare past perfect simple and past
We arrived at the conference venue late. The first workshop had continuous:
already started. Emma had been reading reports all
The boss wasn't in when I arrived. He had just gone out. she was in a bad mood.
Emma had read all the reports, so
Compare past simple and past perfect simple: the facts.
When I arrived, Diego left. (first I arrived, then he left, i.e. these two
events are in chronological order) The continuous form stresses the
an activity, whereas the simple form
When I arrived, Diego had left. (he had left before I arrived, i.e. the idea of completion.
sequence of events is not chronological)

We often use the past perfect simple in reported speech, and with verbs
like said, thought, informed, realized, etc.
f Remember that certam verbs are not
• normally used in the continuous
They informed us they had found another supplier. (see Present simple, page 156).
I realized I had left my wallet at home. He had known Mr Klein for a few years
before he started working for hrm.
We also use the past perfect simple after words like if, wish, etc. to talk (had been knowing)
about hypothetical actions and situations, i.e. to talk about things that did
not happen.
If you had seen me last week, you wouldn't have recognized me. Form
(= you didn't see me)
We form the past perfect continuous with
I wish you'd told me the truth. (= but you didn't tell m e) been + present participle.
Form (+)
We form the past perfect simple with had+ past participle. Rosa had been learning Russian for three
years before she decided to settle down in
(+)
St PPi'Pr.•>ht.trn
When I went back after 12 years, the town had changed a lot.
(-)
(-)
Stefan and Julie hadn't been going out for
I was late, but fortunately the meeting hadn't started yet. very long when they decided to get
(?) (?)
What had they told* you earlier? What had they been doing?
Had they already left* when you I Yes, they had. I No, they hadn't. Had they been Yes, they had. / No.
phoned? talking? they hadn't.

*See page 176 for a list of common irregular verbs.

uous Past simple and past perfect The modal verb will
We often use the past simple to describe past events or to tell a story in
cnronological order.
Use
We often use will
I slipped, tripped, stumbled and fell.
Sheila worked for Singapore Airlines for fifteen years. She retired three when we're making pred ictions:
years ago. In ten years' time, he'll be CEO of this
company.
S.t when we talk about a past event, and then want t o mentio n an event that
happened before that event, we need to make the sequence of events clear. Oil prices will rise steadily in the next
We can do this in different ways, e.g. we can use words like earlier, later, before, quarter.
after, etc. 2 when we're deciding something at the
She retired before she wrote her bestseller. moment of speaking:
We can also use the past perfect to talk about the earlier event. There isn't any printer paper so we'll
buy some later.
She had already retired when she wrote her bestseller.
It's a lovely day so I'll walk to work.
Note that if we use before or after to make the time sequence clear, we can use
ettnerthepast sirl'\ple or the past perfect for the earlier action. 3 to make offers and promises:
AJot of people left I had left the room before we got there. 1'1J' operr dr~ a'O"orl"fu-yuu:
We got there after they left I had left. We'll meet your train and give you a lift
to the office.
tmeexpressions like since, for, already, yet, just, meanwhile, once, by, etc. are
c!:en used with the past perfect. 4 in sentences with if (see Conditional
sentences, page 168).
She had worked in Singapore for fifteen years when she retired.
By the time she retired, she had worked in Singapore for fifteen years. Form
We often use the past perfect with verbs like remember, realize, know, think, etc. (+)
tNhen these are in the past simple).
She'll call you back after her meeting.
I thought you had forgotten me.
Your shares will increase in value by
We were sure we had followed the instructions carefully. next year.
(-)
They won't finish the building work
Future forms on time.
He won't arrive until after lunch.
There are many different ways to talk about the future in English. The form we
choose depends on the situation and how certain we feel. (?)
When will the sales manager be back?
How long will it take to finish the
Present simple project?
Will that solve the Yes it will. I No, it
l'lecan use the present simple to talk about events that are scheduled in the
problem? won't.
irureorthatare in a timetable. We often use shall instead of will
My flight gets in at 12:15. 1 in formal written English:
Our sale doesn't start until next Wednesday. We shall inform customers of any further
changes to interest rates.
~at time does the train to Tallinn leave? 2 with I or we in offers and suggestions:
We can also use the present simple t o refer to the future, after as soon as, by the Shall I ask him to call you back after his
!me, vmen and until. meeting?
We'll inform you of the outcome as soon as we make a decision. (at some Shall we finish this tomorrow?
:x>~nt 10 the future)
The painting will be finished by the time the furniture arrives.
He's going to call when he leaves Mexico City.
They won't send the goods until we pay the deposit.

lee Present simple, page 156.

II
 going to Future perfect
Use Use
1 We often use the expression going to w hen we talk ab o ut We can use the future perfect to say that
intentions and future plans when we have already decided to been done or completed by a point in the future.
do something. By June, I'll have finished my t raining course.
I'm going to buy a new car tomorrow. (I intend to They'll have made a decision by the end of the
purchase a car)
We often use by with the future perfect We can use
Are you going to work late this evening? (Do you intend
talk about a future event ~'rcit·wril'occur at br oetole
to work late?)
moment.
2 W e can also use going to when p resent evidence or trends Will the money have been paid into my account
suggest that something will h appen in the future. end of the month?
That pile of wood doesn't look safe. It's going to fall. The contract won't have arrived by the deadline.
This traffic is really bad. We're going to miss our flight.
Form
Compare these sentences using going to and will:
Property prices in the city centre are going to rise in the (+)
next six months. (based on present evidence o r trends) We'll have completed the task by lunchtime.
Property prices in the city centre will rise in the next six Carly will have briefed the candidates before we
m onths. (in the speaker's opinion) them.
(-)
Form
They won't have designed the logo by the launch data.
(+) The director won't have read the report before the
H e's going to finish the report tomorrow. meeting.
I'm definitely going to learn Polish next year. (?)
(- ) What will you have achieved by the end of the year?
I They aren't going to send the parcel until Thursday. Will Zara have sent out a
She never studies so she isn't going to pass her exams. schedule prior to the visit? won't.
II (?)
When are you going to finish the decorating?
Are they going to hire a car when they get there?
Is she going to book the Yes, she is. I No, she isn't.
Question forms
tickets later?
It rsn't necessary to use going to with t he verbs go and
yes/no questions
come. We usually use other future forms such as the In yes/no questions, the word order is: auxiliary+ subject+
present continuous or will. main verb.
We 're going to Dubai. I We'll go to Dubai. A: Do you work full-time?
They're coming to the restaurant after the theatre. I They'll A: Are you working on a
come to the restaurant after the theatre.
new project? not.
A: Did you see Jim B: Yes, I did. I No,
yest erday? / didn't.
Present continuous A: Were you working when B: Yes, I was. I No,
he called? I wasn't.
Use A: Has the manager told B: Yes, she has./
We often use t he present continuous to talk about future plans you? hasn't.
and firm arrangements. A: Had the mee ting already B: Yes, it had. I No, it
He's flying to Japan tomorrow morning. started? hadn't.
We aren't meeting the board of directors until Friday. A: Will they arrive in time? B: Yes, they will. I No,
they won't.
When are you leaving for the airport?
The auxilia ry can be do/does, did, was/were, has/have, hadtr
Compare these sentences using the present continuous and
a m odal (will, can, should, etc.).
going to.
When w e use be as a m ain verb, we use it before the su~ect
I'm taking our ne w clients to lunch. (This is arranged and
is in my diary.) Are you late? Was she efficient?
I'm going to take our new clients to lunch. (This is my
intentio n but it isn't arranged yet.)

Form
See Present cont inuous, page 157.
 If the direct question is a yes/no question, where there is
wh- questions no question word or modal, we use if or whether in the
inwh- questions, the word order is: question word/phrase+ embedded question:
auxiliary+ subject + main verb.
Why do you want a bigger office? Does Tom like working I wonder if Tom likes working
shifts? shifts?
When are they leaving?
Oid they sign the Car. you teN me whether they
Where did you see that advertisement?
contract? signed the contract?
Whose translation were you correcting?
Which candidates have they selected? The rules regarding word order in embedded questions also
Where had you worked before then? apply to reported questions:
How much will the new equipment cost?
'What has Jo done?' asked Bill asked me what Jo had
Bill. done.
Subject questions 'Why do you need a The boss asked me why
We do not use do I does I did when the question word is the
holiday?' the boss asked me. I needed a holiday.
SJOject of the question. Compare:
Who did you call? (you is the subject; Who is the object)
Who called you? (Who is the subject; you is the object) Negative questions
What did they do? (they is the subject; What is the object) Use
What happened? (What is the subject) We can use negative questions for confirmation of a positive
How many copies do they need? (they is the subject; belief when we expect the answer to be 'yes' and for
How many copies is the object) confirmation of a negative b elief where we expect the answer
How many people know about it? (How many people to be 'no'. They can also be used to express surprise or
is the subject) disapproval:
Weren't you in Madrid last week? (I believe you were)
Haven't you finished that report yet? (I believe you are
too busy)
Asking questions Didn't you get my email yesterday? (I don't think you have)
Doesn't he ever stop talking? (disapproval)
Embedded questions Negative questions can also be used to make p olite
Wnen we ask for information, we often begin our question invitations:
with aphrase like Could you tell me ... ?, Do you know ...?, Do Won't you take a seat?
you think ...?, I wonder ... , I'd like to know ... , etc. Such forms Wouldn't you like something to drink?
a·ecalled 'embedded' or 'indirect' questions, and we often
1.11ethem to sound less direct or more polite. Negative yes/no questions can suggest a positive meaning:
ect+ The word order in an embedded question is the same as in a Didn't I say that we'd win the contract? (I said that we'd
statement. Compare: win the contract)
I don't. Haven't we spent enough time on this agenda point?
, I'm Where is the warehouse? Could you tell me where the (= we have spent enough t ime o n the point)
warehouse is?
When canyou do it? Do you know when you can We can also use wh- q uestion words with negative questions
do it? to get information and make suggestions:

,, I wonder who those people

are?
Who hasn't had time to read the report?
Why don't they buy an apartment in Berlin?

No, she When we respond to negative questions, we use yes to

~the direct question is a wh- question and therefore has suggest a positive verb and no to suggest a negative verb:
the auxiliary do/does/did, we do not use the auxiliary in the
0, it Haven't you sent the email? No (I haven't sent it).
embedded question:
Yes (I have sent it).
No, What time does the I'd like to know what time
meeting start? the meeting starts. Form
1'111at do you think? I don't know what you think? We make questions negative by adding notto the auxiliary or
had or
modal verb.
\'Illy did you agree to do I don't understand why you
it? agreed to do it. Doesn't he work in Sales?
Jbject.
Weren't the team supposed to complete the task
yesterday?
Haven't you seen my new car yet?
Grammar reference

Tag questions Rhetorica\

We can use rhetorical questions
Use
1 when we already know the
We usually use question tags at the end of a sentence when we speak or write
where the answer is obvious to
informally.
and the listener:
We can use the question tag as a real question, e.g. to find out if something is
Do you think that's wise? (it
true. In this type of question, our intonation rises on the question tag.
isn't wise)
What's the point of complaining?
You've haven't used this software before, have you? (I'm not sure whether know it won't do any good)
you have used it or not) What do you expect me to do
We can also use question tags to check something we believe to be true. In this (you know I won't do anything
case, our intonation fa lls on the question tag. Do they think the shareholders are
fools? (they're obviously not fool~

He doesn't like jazz, does he? (I don't think he likes jazz) 2 to draw attention to something
What time do you call this?
Form
Are you really wearing that to the
After a positive statement, we use a negative question tag and after a negative meeting? (it isn't appropriate for a
statement we use a positive question tag. If the main sentence has an auxiliary meeting)
verb, it is repeated in the question tag.
When we use a rhetorical question, we
It was a great speech, wasn't it?
don't necessarily expect an answer.
You weren't at the seminar yesterday, were you?
You're with the Lisbon branch, aren't you?
The meeting isn't over yet, is it?
If the sentence has no auxiliary, then the auxiliary of the verb in the main clause is
used in the question tag.
You eat fish, don't you?
I gave you directions, didn't I?
Question tags come after positive or negative statements, but not after questions.
He's the new manager; isn't he?
He isn't the new manager; is he? (Is he the new manager, isn't he?)
We usually use contractions with negative question tags. The contracted form for
I am is aren't I.
I'm always the last person to hear the news, aren't I?
We use will you after imperatives. After Let's, we use shall we.
Don't forget the car keys, will you?
Let's start the presentation, shall we?
We use it in question tags after nothing, everything and something. We use
they in question tags after someone/somebody, everyone/everybody, no one/
nobody.
Everything went well, didn't it?
Nothing's wrong, is it?
Something's happened, hasn't it?
Someone spoke to the client, didn't they?
Everybody's used a computer before, haven't they?
No one's attending the trade fair tomorrow, are they?
We usually use positive question tags after no, never and no one I nobody.
There's no point in arguing, is there?
They never phoned back, did they?
ons
weror
e speaker

)viously
Compare the sentences in column A with those in column B.

g? (we A B
1Temperatures reached 35°C yesterday. 1 It must be hot in the south.
2This vase is 700 years old. 2 This vase might be 700 years old.
3We never eat meat. 3 We could have fish tomorrow.
4Luke drives fast. 4 Luke shouldn't drive so fast.
5They worked quietly. 5 Be quiet!

The sentences in A are all objective statements of fact, whereas those in B tell us
!CIIl1ething about the speaker's attitude towards, or perception of, the events talked about.
81, we learn that the speaker is almost certain of the accuracy of what is stated; 82, by
contrast, is a pure speculation; in 83, the speaker is making a suggestion; 84 expresses
o~val, while 85 expresses a command.
we
Sertences 81-5 all demonstrate modality.
These sentences also illustrate the two main types of modality. In B1 and 2, the speaker
exoresses degrees of knowledge. B4 and 5, o n the other hand, express the speaker's
atlltude to social factors such as responsibility, obligation, permission and prohibition.

Modality is expressed by the main modal verbs (can, could, shall, should, will, would, may,
m1ght) and a number of other verbs which express similar kinds of meaning (ought to,
have (got) to, need, dare).
But there are many other ways of expressing modality, as the following examples illustrate.
ft is likely that there'll be a long queue.
It is probable that they'll be late.
I believe that she is unhappy here.
Maybe she's just overworked.
You aren't allowed to take photos.
We'd better take a break.
Thema1n modal verbs are always used with a verb in the infinitive.
You should tell the boss. (infinitive)
He might be watching TV (continuous infinitive)
You could have phoned earlier. (perfect infinitive)
The modal perfect uses the perfect infinitive, formed with have+ past participle. Forms
such as may have told, could have fallen, etc.) are not 'tenses', -they are just modal forms
w1th amultiplicity of meanings and functions.
)o, apart from paying attention to form and meaning, we also need to be aware of the
"'~lbplicity of functional uses of modals (e.g. making suggestions, asking for and giving
oomussion, speculating, giving orders, etc.). The sections that follow describe a number of
WI functional uses.
 Grammar reference ·
Obligation 3 We use don't have to to say t hat there is no o' '·
something and don't need to to say that there is
1 We use should and ought to for moderate obligation or to
They can often be used interchangeably.
say that something is a good idea. The meaning of should and
ought to is similar and they can often b e used interchangeably. You don't have to I don't need to pay for the
advance; the company will send an invoice.
They should I ought to put the new recycling facilities
near the centre o f town. You don't need to I don't have to drive me to
I can take a taxi.
I really should I ought to g o to the gym after work but I'm
feeling quite tired. Permission and prohibition
We can use shouldn't and oughtn'tto g ive advice not to do We use can and may to ask for and give permission. In
something or to say that something isn't a good idea. questions, we use May I but not May you.
You shouldn't go to work, you don't look well. He can use my laptop to check his emails.
She oughtn't leave her computer plugged in when You may enter through the green door but not
she leaves the office the red door.
We can use sho uld and ought to in questions when Can I I May I have your business card, please?
considering what to do. In questions, should is used more We use can't, may not and mustn't to sa)' that
frequently than ought to. not permitted.
Should I Shouldn't they lock the office when they leave? I'm afraid you can't smoke in here, it's prohibited.
Ought I Oughtn't we leave a message to say where Visitors may not park at the front of the building.
we're going?
You mustn't talk on your mobile phone while you're
We can use should (rather t han o ught t o) to make instructions driving.
and orders more po lite.
We can also use verbs such as be allowed to to talk about
Invoices should be p aid within thirty days. permission and prohibition.
Guests should vacate their room by 10 a.m. She's allowed to work from home on Fridays.
2 We use must and have to to say t hat something is a strong Students aren't allowed to enter the lecture theatre
obligation or is necessary. They are stronger than should or before 9 a.m.
ought to. Are you allowed to leave early tonight?
We use must in the following situations: Speculating
When we think something
is necessary
I' must get a haircut- my
hair's too long.
We use may I might I could to say that something is
now or in t he future.

I
Ill'
When someone in
authority is speaking
Students must complete the
assignment by Friday.
Ask Lucy, she may I might know. (perhaps she kno"M)
I may I might I could be wrong, so don't quote me!
In written rules and Visitors must wear identity (perhaps I'm wrong)

I instructions badges on the premises.

We use have to in the following situations:

Let's get ready. Our guests may I might I could arrive
anytime.
Don't call him this evening. He may I might I could be
When an action is W e have to finish the watching the match. (perhaps he'll be watching the
necessary because catalogue design tonight,
We use must to say that we feel sure about something,
someone else requires it as the client wants it by
because it is a logical deduction or a logical necessity,
tomorrow.
than a possibility.
Because something is a She has to get a visa for her You must be exhausted after such a long journey.
rule or law trip to India.
One hundred euros for that? You must be joking!
To talk about habits or They have to take the train
routines everyday. But we som etimes use must to make an approximate
estimate.
We usually use have to in quest ions, not must Olga must be 15 centimetres taller than I.
What time do you have to leave for work? Bogdan must be well over seventy.
When do we have to pay the invoice ? In these senses, the opposit e of must is can't
But we can use must as well as have to to question a One hundred euros for that? You can't be serious!
command or order (formal).
Vedrana can't be m ore than forty.
Command : Put on your safety helmets as soon as you
enter the plant.
Question: Must we wear them all day? I Do we have to
wear them all day?

II
 Making predictions Modal perfect
may (not) I might (not) I could Commenting on I Criticizing past actions
We use these modals to say that we think somet hing is We generally use could + perfect infinitive t o talk about things
possible (or not) in the future. which were possible but d id not happen.
airport, Online shopping may/ might/ could become more W.l:>y didn't you teJJ us yov we.re coming to London? You
secure sooner than you imagine. could have stayed with us. (it would have been possible
for you to stay with us - but you didn't)
We can add well if we are more sure.
Passwords may well I might well I could well be replaced We often use this structure to express criticism.
by scanners. You could have told me your friends were coming.
I'd have bought some nibbles.
(you d idn't tell me, so I didn't buy anything)
ugh 1 We cannot use could not to make predictions.
• Lisa may not I might not attend the conference
It was stupid to jump off the balcony into the pool.
next summer. You could have killed yourself.
(i:i9e-ffitlrf--rwt--8Henl'i-the conferettce Ftext sumtrter7) (you didn't ki ll yourself, but what you d id was stupid)
is
Note that in this sense, we somet imes use might instead
of could
will I won't It wasn 't a good idea to light a fire there. You might have
We often use will I won'ttogether with certain adverbs to set the whole forest ablaze.
showhow certain we are.
W e use you (he/we , etc) should + perfect infinitive to talk
China will almost certainly become the first about things you (he/we, etc) didn't do although we think it
economic power. would have been the right thing to do.
$dentists will probably find a solution to global warming. I'm so sleepy. I should have gone to bed early. (I went to
The global population definitely won't stop increasing. bed late)
You shouldn't have pressed those t wo keys together.
(not) likely to You could have erased your hard disk. (you pressed them
We use likely to / not likely to when we think something w ill together, which was a dangerous thing to do)
probably I probably won't happen.
Note that in this sense, we sometimes use ought to instead
Governments are likely to impose restrictions on
of should.
•sible internet use.
It was a fabulous concert. You ought to have come
Europe isn't likely to become the greatest economic
with us.
•s) power.

Patterns Speculating about past actions

We use m ay I might+ perfect infinitive t o specu late about
Many of the words and p hrases presented in Unit 9 can occur
past events.
in avariety of patterns. For example:
Nobody picked up the phone. They may have been in
1 doubt: You can complain, but I doubt if I whether it'll
'e'latch) make any difference.
the garden.
A: I can't find my mobile phone.
Idoubt (that) we'll ever see him again.
B: You might have left it at the office.
:her 2 likely: Experts say this trend is likely to continue
throughout the decade. W e generally use could + perfect infinitive to talk about events
which were possible but d id not happen.
It is likely that their railways will be privatized.
Why didn't you go to Malibu? You could have gone to the
3 unlikely: The new relationship between government and beach every day.
the unions is unlikely to last.
W e use must+ perfect infinitive for deductions about the past.
It is unlikely that the ne w relationship between
government and the unions will last. Tim almost fell asleep at his desk He must have been
dead tired.
4 sure/certain: There's certain to be a rise in unemployment. I haven't seen the neighbours for ages. They must have
Dan is sure to get nervous and say something stupid gone away.
during the interview.
In this sense, the opposite of must is can't or couldn't.
5 chance: I think Jim has a chance of being elected again. The talk can't I couldn't have been very interesting. A lot
The new country has every chance of economic success. of people just walked out.
There is little chance that economic sanctions will solve He never found the place. He can't I couldn't have been
the problem. listening to my directions.
 Grammar reference

Conditional sentences
Conditional sentences have two or more clauses joined by
if There are fo ur main types of conditional sentence: zero
Mixed conditionals
conditional, first conditional, second conditional and third Use
conditional.
In addition to the four types of conditional described
We can use conditional sentences to talk about situations introduction, we can also use other verb forms in
or events t hat are generally true or possible (zero or first sentences. We can use mixed conditionals to refer, for
conditional). example, to the past and present at the same time. The
clause and the if-clause refer to different time periods.
Zero conditional If I cycle to work, it takes half an hour. types of m ixed conditional below refer to unreal or i
First conditional The shop will give me a refund if the situations.
clothes don't fit. 1 We can use mixed conditional1 to describe the past
of a present or continuing condition:
We can also use conditional sentences to describe imaginary
Our sales would have been higher last month If our
or unreal situations, or to express regret.
suppliers delivered on schedule. (the supplier doesn't
. ·' deliver on schedule and as a result our sales
Second They would finish the project sooner
if they had better equipment. in the past)
conditional
(they don't have better equipment so 2 We can use mixed co nditional 2 to describe the
they won't f inish sooner) result of a past condition:

Th ird conditional If she'd explained the problem, If the management team had agreed to our terms,
I would have changed t he design. the unions wouldn't be on strike at the moment. (the
management team did not agree to our terms in the
(she d idn't explain the problem so
and the present result is that the unions are on strike)
I didn't change the design)
Fo r m
We can use modal verbs to replace would. For example, we
can use might I could to show possibility, or should have to conditional 1
give advice about or criticize a past condition. (+) If they came to the
If you hadn't lost the plans, I might have realized that the if + past simple, would they would have heard
parts were in the wrong place. have+ 'pie the change of plan.
Someone should talk to the project leader if we suspect
H If they didn't come to the
the team are unhappy.
One, or both clauses, can meetings, they wouldn't
The if-clause can be used in the first or second part of the be in the neg ative fo rm . have heard about the
sentence. When it comes at the beginning, we usually put a of plan.
comma between t he two clauses. (?) Would they have heard
If the building work is finished on time, o ur staff will m ove Change the word order. about the change of plan if
into the new offices in March. they came to the meetings?
Our staff will move into the new offices in March if the
building work is fin ished. Mixed conditional 2
(+) If the system had been
if+ past perfect, would + tested at the beginning, it
base form of the verb would work effectively now.

(-) If the system hadn't been

One, or both clauses, can tested at the beginning, it
be in the negative form. wouldn't work effectively
now.
(?) Would the system work
Change the word order. effectively if it had been
tested at the beginning?
 Passives overview
Use
1 We use the passive when we are interested in the action more than who does it.
The documents were destroyed by someone in the department.
2 We use the passive when we don't know who did the action or when we want to avoid saying
who is responsible for something.
An enquiry has been launched into the matter.
The luggage was lost during transit.
inary Unfortunately, the document has been misplaced.
3 We can use the passive to emphasize important information .
result
The news channel has been taken over by a large media corporation.
Thousands of passwords were stolen by cybercriminals.

't 4 When we want to say who or what did the action, we use the preposition by. When we want
igher to say what was used to perform the action, we use the preposition with.
The speech was made by the president.
The front of the building was completely covered with paint.
5 We can use moda l verbs in the passive form.
The safety equipment must be worn at all times.
Appraisals should be carried out every six months.
The CCTV camera could have filmed the theft.
6 In formal contexts, we can use itto introduce passive phrases. This suggests a distance between
me speaker and the opinion.
It is thought I believed I said that the construction work has cost taxpayers millions of pounds.
It is expected I understood I reported that the seminar will be introduced by the managing director.
Passives are more common in written than in spoken English. We often use them when we are writing
or speaking in a formal style.

We can use passives in all tenses, but for reasons of style we don't use them in the present perfect
continuous, the past perfect continuous or the future continuous.

Form
'(+)

1
Candidates were interviewed by the HR manager.
(-)
[The identity badges weren't given to the visitors.
I(?)
\How is news being consumed by older people?
Are people influenced too much by the media? [ Yes, they are. I No, they aren't.

!Present simple The technology is used by a variety of age groups.

Present continuous The information is being sent by email.
Past simple The incident was reported by a member of the public.
Past continuous The devices are being bought by teenagers.
Present perfect Our viewing habits have been changed by mobile technology.

Future The survey will be published I is going to be published in June.

Medals Pictures can be taken with smartphones.

When verbs are followed by a preposition in an active sentence, the preposition is also
IThey! broke
included in the passive sentence.
into the warehouse last night.
The warehouse was broken into last night.
They turned the lights off in the laboratory.
The laboratory lights were turned off.
Grammar refere.n .c::~!·: ·:
-' .. _,_'\; Lll 16."lii:A".. ~:...ii.JI

Verb erns
Certain verbs, preposit ions, adjectives and expressions are
followed by an -ing form and others are followed by t he
Infinitive + to
infinitive + to. In the following situations, we use the infinitive + to.

Some verbs can be followed by either an -ing form or to + 1 After certa in verbs:
infinitive with little difference in meaning: I attempted to explain the problem.
It started to rain soon after we arrived. We forgot to lock the front door.
It started raining soon after we arrived. He needs to speak to a supervisor immediately.
Will the marketing department continue analyzing They volunteered to work at the weekend.
the data?
O ther verb s that are followed by the infinitive+ to include:
Will the marketing department continue to analyze agree, arrange, decide, demand, expect, hope, offer,
the data? refuse, want.
But sometimes there is a difference in meaning: 2 After adjectives:
She stopped taking phone calls. (ceased the activity) It was easy to find a solution.
She stopped to take phone calls. (interrupted a previous He was unable to make an appointment.
actio n in order to take the calls)
We were amazed to discover the results of the survey.
You must remember locking the door. (surely you
The team would be happy to discuss this further.
remember that you locked the door)
You must remember to lock the door. (don't forget to 3 After would like, would prefer; would love:
lock t he door) Would you like to see the price list?
I'd prefer to have a table by the window, please.
-ing We'd love to hear your ideas.
In the following situations, we use the -ing form of the verb.

. We use the infinitive without to after

1 After certain verbs:
A member of staff proposed taking a sabbatical.
The board recommends accepting the changes.
' would rather: I'd rather walk to the office than
get the bus.
modal verbs: We mustn't be late. I You can leave your
We discussed having a holiday in September. bag at reception.
He avoided talking to his manager about the problem. Let's and Why not?: Let's have a coffee. I Why not give me
a call?
Other verbs that are followed by -ing include: admit, consider;
delay, dislike, finish, keep, mention, report, risk, suggest.
2 After prepositions:
He became CEO at twenty-five by listening to the advice
of his mentor.
I usually check my emails before having a coffee.
After finishing the seminar, he bumped into an old
colleague.
3 After idiomatic expressions:
You can't make an omelette without breaking eggs.
I look forward to hearing from you in the near future.
There's no point getting upset about minor m istakes.
It's no use telling me, it's not my problem.
I could get used to having my own private pool.
It's not worth working late on the project tonight.
I'm having difficulty making a decision.
Countable and uncountable nouns
We use nouns to name objects, places, ideas or things.
Nouns that are both
countable and uncountable
Countable nouns Some nouns can be both countable and
Countable nouns have a singular and p lural form. We use alan or the with uncountable, often with some change in meaning.
~ngular nouns and the, no article, numbers or some w ith p lural nouns.
There were six different types of exercise in
five computers the test.
acomputer
He was told to take exercise to improve
an example some examples J his health.
Some nouns have irregular forms. The price of paper is increasing.
She always buys a daily paper.
rashelf three shelves Can I have a glass for my drink?
Iachild four children Glass is one of the most fragile materials.
afoot two feet We don't have enough tfme to finish the task.
aperson six people How many times do I need to ask you to
atomato three tomatoes be quiet?
Uncountable nouns can sometimes be used in a
Some countable nouns have the same singular and plural form.
countable way when we are talking about
There was a deer in the There were several deer in kinds, classes o r varieties.
forest. the forest. The waters of Budapest are very good for
He saw a sheep crossing the He saw eight sheep crossing your health.
road. the road. The wines of Italy are famous throughout
We bought a fish for my Thousands of fish are the world.
son's birthday. caught every day. Pineapples and bananas are both tropical fruits.
Collective nouns refer to groups of people o r things.
Whether they are followed by a singular or plural
Uncountable nouns verb depends on the meaning the speaker wishes
to convey.
Uncountable nouns do not have a plural form. We don't use alan with
uncountable nouns. The team is very competitive. (the group as
a whole)
Here's some water.
All the team are working late again. (each
He wants advice.
individual)
They have some news.
Collective nouns includ e: audience,
I don't need money.
committee, army, community, police, staff,
Some nouns end in -s but they are uncountable and d o not have a company, government.
s1ngular form. These include nouns that have more t han one part Geans,
glasses, pyjamas, etc.) They are followed by a plural verb.
The binoculars come with a leather case. Concrete and abstract
Are the scissors on your desk? nouns
The goods have arrived in the warehouse. Countable and uncountable nouns can be
These trousers are too small. fFhese-trottSersff-too-smaH.) categorized as concrete or abstract.

Concrete nouns describe things that we can we can

But we can say: This pair of trousers is too small.
see, touch, hear, taste o r smell.
Other nouns end in -s but are uncountable and are fo\lowed by a Examples: tree, snow, guitar, food, flower
mgularverb. e.g. gymnastics, maths, athletics, news, politics, physics,
t\.VfiUIIil\.!t. Abs_trac_tnouns describe thinqs that are concepts,
Economics is an interesting subject. (Economies are an interesting ideas, emotions, states or qu;lities. ' .
subject.) Examples: success, knowledge, pride, peace,
beauty
Some determiners can be used with countable nouns and others can
011ly be used with uncountable nouns.
How many computers are there? (How-mut:lt-eomptlters-are-there?)
Here are a few I some I several examples.
How much money is there in the account? (How-many-money-is-
ffle~fle<acco~nt~)

Would you like a little cake with your coffee?

Grammar reference ·

Articles overview
a/an
We use a/an with singular countab le nouns
1 to talk about a person or thing for the first time:
I have an idea to help cut costs in the department
We carried out a survey.
2 when we refer to something in general and it isn't important which one:
Is there a bank near here? Can I borrow a pen?
3 with expressions of frequency or quantity:
We visit the Turin branch three times a year.
Our supplier usually makes four deliveries a week.
I have a couple of questions about your data.
The price of petrol will increase by 30p a litre.

the
We use the with countable, uncount able and p lural nouns

1 to refer to a person or thing after the first time it/he/she is mentioned:

I have an idea to help save money. The idea is to reduce heating costs.
We carried out a survey. The survey looked at three main areas.
2 when we refer to a thing in particular or when there is only one of something:
I'd like the table by the window, please.
The person that I'm looking for is wearing a green coat.
3 with geographic areas where countries are connected or with countries that consist of a group of states
or islands, and also with rivers, seas and mountain ranges:
The Middle East The United States The Netherlands The West Indies ff/'te-E~:~rope)

The Pacific The Atlantic Ocean The Nile The Amazon

The Alps The Himalayas The Andes
4 to talk about inventions:
Art changed forever after the camera was invented.

No article
We don't use an article

for continents, count ries, cities, individual mountains and lakes:

Africa Belgium Barcelona Mount Everest Lake Tahoe
2 when we talk about public buildings referring to their general function rather than as a specific place:
You should go to hospital.
The thieves were sent to prison.
When I went to school, exams were easier.
Which college did you go to?
When we t alk about a specific building we use the:
I work at the hospital.
The college was closed this evening.
3 to talk about meals, sports, games and academic subjects.
What time would you like dinner?
He plays backgammon very well.
Are you taking Geography next term?
4 to talk about people or things in general when they are uncount able or in the plural:
Staff use computer software to create documents and presentations.
Comparison and contrast
Comparative and superlative adjectives
Sao Paulo Shanghai Mumbai
Population 11.2 miffion 19.2 million 13.8 million
Cost of living $$$ $$ $

Use
1 We use the comparative form of an adjective to compare two things.
Mumbai is larger than Sao Paulo .
Shanghai is more expensive than Mumbai but it is less expensive than Sao Paulo.
2 We use the superlative form to compare three or more things.
Shanghai is the largest of the three cities in the survey.
Sao Paulo is the most expensive of the three cities.

Form
One-syllable adjectives Shanghai is cheaper than Sao Paulo,
Add-er/-est. but Mumbai is the cheapest.
(NB: add only -r I -st if the adjective ends in -e: nicer I the nicest.)
One-syllable adjectives e nding in vowel + consonant In Mumbai, June is hotter than July, but
Double the final consonant and add -er I -est. May is the hottest month of the year.

One- or two--syllable adjectives e nding in consonant + -y December in Sao Paulo is rainy, but
Change -y to -i and add -er I -est. January is rainier. The rainiest month of
the year is February.
Two or more syllables Brasilia is more modern than Sao Paulo.
Use more I the most or less I the least. It is also less expensive.

.
I With some two-syllable adjectives, we use either -er I -est or more I the most:
clever, simple, quiet, polite, tired, narrow, stupid, common
l cleverer or more clever; the cleverest or the most clever I simpler or more simple; the simplest or the most simple, etc.

fIrregular adjectives Some people say that the climate in Mumbai

good better the best is better than in Shanghai, and some say Sao
Paulo has the best climate.
bad worse the worst
much/many more the most
far farther/further the farthest I the furthest

Comparing equivalent or similar things

1 We use the same as to talk about two things that are equivalent.
Is the weather in Sao Paulo the same as in Rio de Janeiro?
2 We use as+ adjective (or adverb) + as to say that things are similar in some way.
London is as expensive as Paris.
We often use a/most I nearly I not quite with as ... as.
Istanbul is almost as populated as Mumb ai.
Seoul is not quite as populated as Moscow.
We simply add not for the negative.
Vienna is not as expensive as Rome.
(NB: not so is sometimes used instead of not as.)
 Grammar reference
Large and small differences Comparative and superlative
We use adverbs like a lot I much I far I considerably to
indicate a b ig diffe rence in a comparison.
adverbs
Sao Paulo is a lot older than Brasilia. 1 We use more I the most for the majority of adverbs.
The cost of living in New York is considerably higher than slowly more slowly the most slowly
in Dublin. care fully more carefully the most carefully
We also use the phrase not nearly as ... as for large differences. 2 We use -er I -est with some adverbs, e.g. adverbs that have
Tokyo is not nearly as big as Shanghai. (Shanghai is much the same fo rm as adjectives.
bigger than Tokyo.) hard harder the hardest
We use adverbs like a bit I a little I slightly to indicate a small fast faster the fastest
difference in a comparison. e arly earlier the earliest
April is slightly colder than March. late later the late st
Vancouver is slightly more expensive than Toronto. 3 The adverbs we// and badly change their form complete~.
Other types of comparative sent ences well better the best
badly worse the worst
•' 1 We use the+ comparative followed by the and another
comparative to talk abo ut changes that happen together. Use
The bigger the team, the more difficult it is to manage. We can use adve rbs
The more cohesive the team, the easier it is to manage .
1 to mod ify ve rbs:
2 Other phrases with as ... as. He was speaking quickly and I could hardly understand
a word.
City Population
Mexico City 8.8m Mexico City is twice as big 2 to make adjectives stro ng e r or weaker:
as Sydney. It's totally pointless.
Sydne y 4.4m
The concert was completely amazing.
Jakarta 10.1m Jakarta is almost three
11
times as big as Berlin.* He was driving extremely fast.
,, Berlin 3.4m
The results were slightly worse than expected.
* With three I four I five, etc. times, the comparative form is
3 before t he past participle of adjectives:
also possible.
It's a well-designed device.
Jakarta is almost three times bigger than Berlin.
--------------~
4 to make othe r adve rbs stronger or weaker:
.f The comparative form is never used with twice. The plan worked really well.
2 1
He plays the piano absolutely wonderfully. of
3 We can use a d o uble comparative to indicate that They finished the task extremely quickly. c
something is changing. The negotiation went fairly well, I suppose. 5
A lot of cities are getting bigger and bigger. 5 to describe whole sentences: f
Basic commodities se em to be getting more and more Unfortunately, we can't accept the invitation. \
II expensive.
Hopefully, this will solve the problem. 3 J
ll 4 We often use phrases like different from I similar to I like I
compared to I in comparison with when we compare things. Form hov

li
How much cheaper is Podgorica compared to Paris?
Leeds is a nice city but very small in comparison with
1 We usually make adverbs by adding letters to an adjective. '
Most adverbs are made by:
London. 4
II Some people say Thessaloniki is very similar to lzmir. adding -ly to the adjective. q uick- quickly
amazing - amazingly
Other types of superlative sentences bad - bad ly
Some of the tallest people in Europe can be found in Adjective s that end in -y funny - funnily 5
Croatia. add -ily steady - steadily
Buenos Aires is one o f the largest cities in the world. Adjectives that end in -ic dramatic - dramatically
Moscow is by far the largest city in Russia. ad d -ally frantic- frantically
Ne w York is easily the most expensive city in the US. Adjectives that e nd in capab le -capably
What 's the second largest city in Japan? -able change to -ably reasonab le - reasonably J
Is Tianjin the third largest city in China?
Susan says Copenhagen is the fourth most expensive city
in the world.
2 Some adverbs have the same form as adjectives e.g. early, 6 in the middle of the sentence between verbs:
fate, fast, hard, free, high The marketing campaign has certainly been a success.
3 Some adverbs have two forms and two different meanings. I didn't a/ways want to work in finance.
You always arrive late. (not on time) If there is more than one type of adverb in a sentence, the
Have yov used the printer lately. (recently) order is usually: how, where, when:

The ball hit the player hard. (not soft) The students worked quietly outside yesterday.
I've hardly seen her this week. (a minimal amount) ~ \ ~
how where when
The exam was fine. (went well)
You should chop the onions finely. (into small pieces) how where when

During the sales promotion, they gave away free bottles badly in (Paris) every day
of shampoo. (not necessary to pay) well upstairs today
We were given keys to all the rooms and were allowed to noisily around tomorrow
move around freely. (without restrictions) angrily at the end of the street afterwards
4 We don't usually use an adverb after certain verbs such as: happily here in August
sound, taste, smell, seem. suddenly downstairs weekly
That sounds I tastes I smells I seems good. ~rtds-1 hard out of the window last year
tastes /smells/ seems M~ll.)
slowly to the kitchen for months
Position of adverbs
We do not usually put adverbs between the verb and
1tsobject: Extreme adjectives
Carlos demonstrated the product well. (€8r/os- Extreme adjectives and adverbs such as excellent, useless and
demonst,ated 'tlreH the product.) brilliantly cannot be qualified by very.
The position in the sentence depends on the type of adverb. Btlr-o/cJ-printer--was-very useless-: Our old printer was
really useless.
l MYarhs ihDt describe how somethin9 is done follow the
verb or the object. They often go at the end of a sentence: You can use really, which can be used to modify both extreme
The time went slowly. and ordinary adjectives and adverbs.
She carried out all the tasks capably. Jane's new office is really huge.
He handled the meeting badly. The exam was really difficult.
You reacted angrily. The team finished the task really quickly.
2 To add emphasis, they can sometimes go at the beginning Words that can be used instead of really to modify extreme
of asentence or between the subject and the main verb. adjectives and adverbs include quite, completely, absolutely,
Quickly, she phoned the fire brigade. totally.
The meal was quite excellent.
snentfy, the door opened.
He reluctantly admitted that it was his fault. Their proposal was completely ridiculous.
Our client was absolutely delighted.
We suddenly decided to travel the world.
The results of the survey were totally remarkable.
3 Adverbs that describe how often something happens or
howcertain something is can go in front of the main verb:
He regularly works from home.
They probably went to the wrong address.
4 after the verb be:
He's usually the first to arrive.
We're definitely going to win the competition.
5 at the beginning or end of the sentence:
Sometimes we finish early. I We finish early sometimes.
Obviously, you've heard the news. I You've heard the
news, obviously.
 Grammar rc~·fere~A~~i~ >< • ;.;.ilot

Irregular verb list

[ Verb

arise
Past
simple

arisen
Past
participle

arisen
J Verb

get
Past
simple

got (BrE)
Past
participle

got (BrE)/
l Verb

shoot
Past
simple

shot
Past
participle

shot
awake awoken awoken gotten (ArnE) gotten (ArnE) show shown shown
be been been give given given shrink shrunk shrunk
bear born born go gone gone shut shut shut
beat b eaten beaten grind ground ground sing sung sung
become become become grow grown grown sink sunk sunk
b egin begun begun hang hung hung sit sat sat
b end bent bent have had had sleep slept slept
b et bet bet hear heard heard slide slid slid
bind bound bound hide hidden hidden smell smelt/ smelt/
bite bitten bitten hit hit hit smelled smelled

bleed bled bled hold held held speak spoken spoken

blow blown blown hurt hurt hurt spell speltl spelt!

keep kept kept spelled spelled
break broken broken
know known known spend spent spent
breed b red bred
lay laid laid spill spilt/ spilt!
bring b rought b rought
spilled spilled
broad cast broadcast broadcast lead led led
sp it spat spat
build built built lean leant/ leant/
leaned leaned split split split
burn burnt/ burnt/
learn learnt/ learnt/ spoil spoilt/ spoilt!
b urned burned
learned learned spoiled spoiled
burst b urst burst
leave left left spread spread spread
buy bought bought
lend lent lent spring sprung sprung
catch caught caug ht
let let let stand stood stood
choose chosen chosen
lie lain lain steal stolen stolen
come come come
light lit/lighted lit/lighted stick stuck stuck
cost cost cost
lose lost lost sting stung stung
creep crept crept
m ake mad e made strike struck struck
cut cut cut
m ean meant meant swear sworn sworn
deal dealt d ealt
meet m et met sweep swept swept
dig dug d ug
pay paid paid swim swum swum
do done done
p ut p ut put swing swung swung
draw drawn d rawn
quit quit quit take taken taken
dream d reamt/ dreamt/
read read read teach taught taught
dreamed d reamed
rid e rid d en ridd en tear torn torn
drink drunk drunk
ring rung rung tell told told
drive driven driven
rise risen risen think thought thought
eat eaten eaten
run run run throw thrown thrown
fall fallen fallen
say said said understand understood understood
feed fed fed
see seen seen wake woken woken
feel felt felt
seek sought sought wear worn worn
fight fought fought
sell sold sold weave woven/ woven/
find found found
weaved weaved
flee fled fled send sent sent
weep wept wept
fly flown f lown set set set
win won won
forbid forbidden forbidden sew sewn/ sewn/
sewed sewed wind wound wound
forget forg otten forgotten
shake shaken shaken write written written
freeze frozen frozen
shine shone shone

Ia