INDEX

INTRODUCTION 4

Unit 1 SOCIAL ENGLISH

1.1 Present time 6
1.2 Present time 8
1.3 Introductions 10
1.4 Present time 2 11
1.5 Present time 2 13
1.6 Hello and goodbye 15
1.7 Past time 1 16
1.8 Past time 2 18
1.9 Showing interest 20
1.11 Past time 1 21
1.12 Past time 2 23
1.13 Making a personal comment 25
1.14 Past and present 1 26
1.15 Past and present 1 28
1.16 Thinking time and turn-talking 30
1.17 Past and present 2 31
1.18 Past and present 2 33
1.19 Requests 35

Unit 2 INTRODUCTION TO INTERCULTURAL COMMUNICATION

2.1 Future 1 37
2.2 Future 1 39
2.3 Offering help 41
2.4 The intercultural challenge 42
2.5 Future 2 44
2.6 Future 2 46
2.7 Saying yes 47
2.8 Passive 1 48
2.9 Passive 1 50
2.10 Saying no 52
2.11 Business organization and culture 53
2.13 Passive 2 56
2.14 Passive 2 58
2.15 Disagreeing 59
2.16 The intercultural challenge 60
2.17 Modals and related verbs 1 63
2.17 Modals and related verbs 1 65
2.19 Your country and city 67
2.20 Barriers to intercultural communication 68
INTRODUCTION

Dear Student

This compilation book was created with you in mind.

Through this material, we will make sure that you
accomplish all your goals and become a professional
speaker of the English language.
We strongly believe, that it is not enough to speak English
well, you have to be able to interact with other people in an
effective manner, which is why this book also provides you
with the adequate and necessary tools to interact
interculturally in a business context.

We selected only the best exercises and information for you.

The world is yours!

4
Social English

UNIT 1

5
 1.1 PRESENT TIME 1

A) Present simple: form

• The present simple is formed with the infinitive from of the verb. We add ‘’s’’ for the third
person singular he/she/it.
I/ you/we/they work here.
He/she/it works here.
• Negatives are formed with do/does not. In speech and informal writing we use contractions.
I/you/we/they do not (don’t) work here.
He/she/it does not (doesn´t) work here.
• Questions are formed with the auxiliary verb do/does and the infinitive. Short answers to
yes/no questions repeat the auxiliary.

A) Do you work here? A) Does she work here?

B) Yes, I do / No, I don´t B) Yes, she does / No, she doesn’t.

B) Present simple: uses

• We use the present simple for permanent facts.

This machine cuts the metal.
In finance, ´p/e’ stands for price/ earnings and situations that are generally true. We
offer a full range of financial products.
Liz works in the Marketing department.
• We use the present simple for actions which are repeated regularly over a long period of time, for
example habits and routines.

C) Present simple: time expressions

• We often use frequency adverbs with the present simple. Examples include:
Always, often, usually, normally, sometimes, occasionally, rarely, not often, hardly ever, never.
• Note the position of frequency adverbs.
Before the main verb: I often take (I don´t often take) the Eurostar Brussels.
After the verb be: I´m usually (I´m not usually) nervous before a presentation.
• Adverbs phrases like every day, once a year, most of the time, from time to time, now and then
come at the beginning or end of the sentence.
• We also use the present simple after these future time expressions: when, after, before, unless, in
case, as soon as, until, by the time, the next time.

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D) Present continuous: form

• The present continuous is formed with the auxiliary verb be and the –ing form of the main verb.
• In speech and informal writing we use contractions. Negatives are formed with the verb be+ not.

I am (I´m) working here I’m not working here.

You are (you’re) working here. You’re not/ You aren’t working here.
She is (she’s) working here. She’s not/ She isn’t working here.
We are (we’re) working here. We’re not/ We aren’t working here.
They are (they’re) working here. They’re not/ They aren’t working here.

Notice that the two alternatives for the negatives of you/he/she/it/we/they.

• Questions are formed by inverting the subject and the auxiliary be. Short answer to yes/ no
questions repeat the auxiliary.

A: Are you working here? A: Is he working here?

B: Yes, I am/No, I´m not. B: Yes, he is/ No he isn´t.

E) Present continuous: uses

• We use the present continuous to talk about temporary actions and situations that are happening
now.
• The action or situation may be in progress now, at the moment of speaking.
Sorry, Mr. Clark can´t see you at the moment. He´s talking to a customer.
• The action or situation may be happening ´around now´, even if it is not happening exactly at the
moment of speaking:

America´s powerful online merchants are moving eastward, to the new Net market in Europe.

They´re opening offices in London´s Canary Wharf… and buying billboards in Barcelona.

(Business Week website)

• The action or situation may be current trend:

Computer games are getting better every year. The application of physics is making movement more
realistic and artificial intelligence is causing players to become more emotionally involved.

(Economist website).

F) Present continuous: time expressions

• The present continuous is often used with these time expressions: now, at the moment, nowadays,
currently, these days and right now.

7
1. 2 PRESENT TIME 1

Exercise 1

Underline the correct words.

1. You often work/ Do you often work at the weekend?

2. I don´t know/ not know why your invoice hasn´t been paid. I´ll try to find out.
3. Excuse me, does you know/do you know if this is the way to the IT seminar?
4. Sorry, that projector don´t /doesn´t work. Use this one instead.
5. A: Do you know or new sales rep Marta?
B: Yes, I do. / Yes, I know.
6. A: Is that Linda Napier over there?
B: Yes, she works here / she work
7. I writing/ I’m writing the report at the moment. It should be ready tomorrow.
8. They not replying/ They’re not replying to my emails. I’ll have to phone them.
9. Why is there such a long delay? What is happening? / Is happen?
10. You are enjoying/ Are you enjoying this conference?
11. Can Karen call you back? She´s speak / She´s speaking on another line
12. A: Is Sarah Kennedy expecting me?
B: Yes, she’s expecting. / Yes, she is.

Exercise 2
Match sentences 1-5 with their uses a)-e).

a) permanent facts
b) habits and repeated actions
c) actions in progress at the moment of speaking
d) temporary actions happening “around now”
e) current trends and changing situations

1. These days we´re selling more and more of our products abroad.
2. Look! They´re selling malt whisky at 20% discount!
3. We´re selling the new model, but we don´t have any in stock right now.
4. We usually sell around 40% of our annual total at Christmas time.
5. We sell a full range of consumer electronics, from TVs to cameras.

Exercise 3
Decide which word order is the most usual, a) or b). Put a tick (✓) by the correct answer.

1. a) I everyday arrive at the office at about nine.

b) Every day I arrive at the office at about nine.
2. a) I always check my email before doing anything else.
b) Always I check my email before doing anything else.
3. a) This takes a lot of time usually as I receive so many.
b) This usually takes a lot of time as I receive so many
4. a) Most of the time the emails are not very urgent.
b) The emails are most of the time not very urgent.
5. a) I quite often get junk email form companies I don´t know about.
b) I get quite often junk email from companies I don´t know about.
6. a) I about once a month delete all my junk email.
b) I delete all my junk email about once a month.

8
Exercise 4 A B

Jane introduces Claude to Joao in London. Complete the dialogue by putting each of the verbs in
brackets into the correct form of the present simple.

JANE: Claude, (1) Do you know (you/ know) Joao? Joao (2) . (be) from Brazil, but
he worked with me in Paris last year. He (3) (know ) a lot about your line of
work.
CLAUDE: Really! Well I (4) (be) very pleased to meet you, Joao.
JOAO: Pleased to meet you too, Claude.
CLAUDE: So, what exactly (5) (you/do)?
JOAO: I (6) (work) in the oil industry as a market analyst.
CLAUDE: Oh, so you (7) (make) decisions about levels of production?
JOAO: No, I (8) (not make) any decisions really. My job
(9) (involve) studying market trends and giving advice on levels of
production.
CLAUDE: Still, that´s a lot of responsibility.
JOAO: Well, yes, but Brazil (10) (not/be) a major producer like Saudi
Arabia. What about you?
CLAUDE: I work for a French company that (11) (supply) specialized equipment
to the oil industry. We (12) (be) one of the biggest companies in our market.
JOAO: Oh, really? And (13) (you/often/ come) to London?
CLAUDE: Yes, quite often. My company (14) (have) an office here. It
(15) (not/take) long to get here now, if you travel by
Eurostar. Could I give you my card?

Exercise 5 D E

Complete this newspaper article about the Brazilian company Gerdau by using the words from the list
below. Each set of words fills two spaces.

is becoming/companies is marking/flexible is attracting /attention is approaching/market share

is getting/right is raising/ plants is beginning/expectations is modernizing/ law

Gerdau: a Brazilian success story

Gerdau, the Brazilian steel maker (4b) . (6b) of Cade,
(1a) is becoming one of Latin Investors want a firm that´s the monopolies authority.
America´s most successful (1b) focused and transparent, with a These days, it´s much easier to do
companies. It (2a) simple share structure, and that´s business in Brazil. The government
productivity in this exactly what Gerdau gives them. is simplifying the company-tax
(2b) ; it The only problem in the short structure, it
(3a) the price term is a problem of success. (7a) the labor
and timing of its takeovers of Gerdau (5a) a market more
smaller companies 50% (5b) in (7b) by changing
(3b) _ ;and, most this domestic market, and so it the restrictive labor laws, and it
important, it (4a) (6a) the (8a) company
to understand investors´ (8b) in
general.

9
1.3
Introductions
A) Think of possible replies to these introductions. It is the first meeting.

1. How do you do?

2. Pleased to meet you. My name is Fritz Strauss.
3. Hello, my name’s Susan – Susan Atkins.
4. I’m sorry; I didn’t catch your name.
B) In the dialogue below there are three people. The host knows both Student B and Student C and
introduces them to each other. Practice a similar dialogue, using your real names and jobs.

Host: Student B, have you met Student C?

Student B: No, I don’t think so.
Host: I know Student C from Beijing. We’ve done a lot of work together.
Student B: Really? Nice to meet you, Student C.
Student C: Nice to meet you too.
Student B: So, Student C, what do you do in Beijing?
Student C: I’m responsible for handling key accounts in a large advertising agency. And you?
Student B:

C) When a visitor comes to your office you introduce yourselves then make some ‘small talk’ to
create a friendly atmosphere. Write replies to the questions below. Add an example of your
own.

1 - May I take your coat? Please, have a seat. 5 So, how was the weather in… (Sao Paulo)?
- Oh, thanks.
2 Would you like a drink? 6 Is this your first visit to… (France)?

3 White or black? 7 How long are you here for?

4 Did you have any problems getting here? 8

D) Work with a new partner: decide who the host is and who the visitor is. The visitor has just
arrived from his/her country and knocks on the host’s office door. Make small talk together and
stop when the business discussion begins:

Host: Shall we get down to business?

Visitor: As you know. I’m here
because…

10
 1.4 PRESENT TIME 2

A Present simple or continuous?

The present simple and present continuous are explained in the following table.

Present simple Present continuous

Permanent Temporary
Habits and routines In progress now
Facts that are always true Events happening at the moment
General situations A particular situation

I live in Budapest. (all the time) I´m living in Budapest. (for a few months)
This plane lands in Frankfurt. (routine) Look! We’re landing (in progress now)

B Present continuous or present perfect continuous?

The present continuous is used for a temporary action happening now.

The present perfect continuous describes an action in progress from the past up to the present.
Sue is working in the new design. (in progress now, and will continue)
Sue has been working on the new design. (in progress up to now, and may or may not
continue)

C Other uses of present tenses

PRESENT SIMPLE

The present simple can be used to refer to timetables and schedules. When we speak about timetables we are
often thinking about the future.
British Airways flight BA729 leaves Geneva at 16.40 and arrives in London at 17.20.
The present simple can be used to make a story appear more immediate and interesting. This is common in
journalism.
On a grey November day in New England the mood inside EMC´s headquarters is sunny and bright. Executives
of the data-storage market leader see no limits to the world´s expanding appetite for their storage machines.
CEO Michael Ruettgers calls EMC recession-proof.
(Business Week website)

PRESENT CONTINUOUS

The present continuous can be used to describe a fixed future arrangement. There is usually a future time
expression.
HSBC are moving to new premises next year.
We can use always with the present continuous. This is often used to exaggerating or complaining. We
emphasize always in speech in this case.
This photocopier is always breaking down!

11
D State verbs

• Some verbs describe states, not actions. Nothing ´happens´. Verbs like this are not normally used
in the continuous from any tense.
I notice that you´ve moved your desk. ( NOT I´m noticing)
Sorry, I don´t understand. (NOT I´m not understanding)
How much does it cost? (NOT How much is it costing?)
It weights 4kg with the packaging. (NOT It is weighing)

These examples are in the present simple even though we are talking about temporary
situations.

State verbs include:

The senses : appear, hear, look like, notice, see, seem, smell, sound, taste(= have a
flavor)
The feelings: dislike , fear, hate, like, love, prefer, want, wish
Thinking agree, believe, doubt, expect(=believe) feel (=believe), forget, imagine,
know, realize, recognize, suppose, suspect, think(=believe), understand
Possession: belong to, contain, have (=possess) , include, own, possess
Being: be, consist of, exist
Other verbs: cost, depend on, fit, involve, matter, measure(=have length), mean,
need, satisfy, surprise, weigh
Analysts expect that shares in the demerged P&O Princess Cruises trade initially at
about 400p a share, which means that P&O is currently undervalued. However
some analysts think that the arrival of new cruise ships on the market will produce
a fall in profits. (Telegraph website)
• Some verbs in the previous list can have a ´state´ meaning and an ´action´
meaning.
Examples include be, have, taste , think.
Our suppliers are usually very helpful. (state)
Our suppliers are being very helpful at the moment. (action)
I have two sisters. (state)
I´m having problems with this computer. (action)
This soup tastes salty. (state)
I´m tasting the soup to see if it need more salt. (action)
I think you´re right. (state)
I´m thinking about changing my job. (action)
State verbs are not normally used in the imperative.

12
 1.5 Present time 2

2 Practice

Exercise 1

Underline the correct words.

1. A: What do you do / are you doing?

B: I´m an executive secretary.
2. A: What do you do/are you doing?
B: I´m looking for the details on the computer.
3: A: Where do you work/are you working?
B: Paris this month, then Bonn the next.
4. A: Where do you work/ are you working?
B: At hour head office in Paris.
5. My name´s Walter, and I come/I´m coming from Frankfurt.
6. I come /I´m coming to Frankfurt next Thursday. I can call in to your office.
7. I deal with/I´m dealing with Andrew´s clients while he´s on holiday.
8. I deal with/ I´m dealing with the paperwork and general administration.
9. A: Who do you go/are you going to the Trade Fair with?
B: This year with Stefano.
10. A: Who do you go/ are you going to the Trade Fair with?
B: Usually with Stefano

Exercise 2

Complete the sentences by putting the verbs in brackets into the present simple or present continuous.

1 I am looking at (look at) the details on the screen right now.

2. I (look at) the sales results in detail every month.
3. The production line (not work) at the weekends.
4. The production line (not work) at the moment.
5. Yes, I agree. I (think) it’s a good idea.
6. I (think) about it. I’ll let you know tomorrow.
7. Helen (stay) at Astoria while she’s in Madrid this month.
8. Helen (stay) at the Astoria when she’s in Madrid.
9. We (take) a sample for testing once a day.
10. We (take) a big risk if we go ahead with the project.
11. They (be) usually very flexible if we need to change the order.
12. They (be) flexible about giving us credit for a few more months.

Exercise 3

Some of the following sentences are right and some are wrong. Put a tick (✓) next to the right ones,
and correct the wrong ones.

1. Which wine are you going to have? ✓

2. Which wine are you preferring? do you prefer?
3. That´s ridiculous, I’m not believing it! I don’t believe it!

13
Exercise 4

Complete this dialogue by putting each of the verbs in brackets into the correct form of the present
simple or present continuous.

MATT: (1) Are you looking (you/look) for someone?

JENNIFER: Yes I (2) (need) to speak to Kim Bryant but she isn’t in her office.
(3) (you/know) where she is?
MATT: Oh, I´m sorry, she isn´t here today. She (4)_ (work) at home trying to finish an
urgent report. I (5) (think) she’ll be back at her desk tomorrow. Perhaps I
can help you.
JENNIFER: Oh, thanks. I (6) (work) for Pritchard Evans.
We (7) (organize) corporate hospitality…
MATT: Oh, yes.
JENNIFER: Well, Kim Bryant contacted us last week. Apparently you (8) (expect) a visit by a
Korean trade delegation next month.
MATT: Yes, that’s right.
JENNIFER: Kim asked me to call in and give her some information on our service. Um, I
(9) (have) a list suggestions with me. It
(10) (give) you information on where you could take your visitors and details
of extra services that we can offer, like our pick-up service from the hotel in a chauffeur-driven limousine.
MATT: Well, that sounds great, I´m sure Kim would be really interested to see this.
JENNIFER: How long (11) ? (your/visitors/stay)
MATT: Oh, I´m sorry, I (12) (not/know) exactly. You really need to speak
to Kim, she (13) (deal) with this conference. I’ll tell her to give you a call
tomorrow. What’s the best time to call?
JENNIFER: I (14) not/work) in the office in the mornings… any time after two.
Or she can call me on my mobile, on 449…

Exercise 5

Complete this article about the magazine Time Out using words from the list below. Decide whether to
put the verbs into the present simple or present continuous.

Own look for move investigate rely want provide try to

Time Out: time to expand

Time Out, the London entertainment management time. Elliott also has plans for space on the Internet site. Also,
magazine, has plans for expansion. It the website, Timeout.com, which was he (7) the possibility of
already (1) owns the monthly magazine launched in 1995 charging visitors to the site for access to some
Paris Passion, and now it(2) And (4) information about information. Despite these expansion plans,
beyond France to others markets such a more than 30 cities. It Elliott says that a flotation on the stock
Argentina and Japan. Tony Elliott, Time (5) on advertising market is out the question.
Out’s founder , says revenue and a small amount of money from He (8) to keep control of the
he (3) local people to ticket sales to survive. But as Time Out business he has built up.
initiate and run the magazines, as Time changes and expands, Tony
Out’s London office doesn´t have the cash Elliott(6) persuade
or advertises in the printed version to take
more

14
1.6
Hello and goodbye
A) When you start a conversation try to reply in a way that develops the conversation.
1. How are you? --Fine thanks. And you? You’re looking well.
2. Nice to see you again. –Nice to see you too. How are you?
3. It’s been a long time, hasn’t it? –Yes, I think we last met two years ago in Manila.
4. Nice weather today, isn’t it? –Yes, lovely I hope it stays like this for the weekend.
5. Terrible weather, isn’t it? –Yes awful, I think it’s rained every day since I
arrived.
6. That’s a nice shirt/ blouse. –Thanks. I bought it from Harrods.
7. This coffee’s a bit weak. –Yes, it is, isn’t it? Not like the coffee you get in Italy.
8. Did you get that report I sent you? --Yes, I did thanks. It was very useful.

B) A host and a visitor are having a drink in the bar after a successful business meeting. The
visitor is flying back to Tokyo tomorrow. Study this model and write down two or three
phrases you might hear.

Visitor Host
1Start a ‘leaving’ dialogue
3Say why you must leave 2 Reply to the visitor
5 Give more information 4 Show interest in the visitor’s plans
7 Thank the hosts for his/her help 6 Make a final reference to business
9 Make a second reference to leaving 8 Reply – say it’s been a pleasure
11 Refer to the next meeting and say goodbye 10 Wish the visitor a good trip and send your
regards to someone

Match a phrases a-k below to the stages 1-11 above.

a) Is that time? I guess I should be going.
b) It’s been nice meeting you again. Have a good trip, and give my regards to your wife.
c) Really? What time do you get there?
d) Oh, so soon?
e) I’m afraid so, I’ve got a long day tomorrow – I’m flying back to Tokyo.
f) Well, I really must go now.
g) Well, thank you very much for coming. I think we had a very useful meeting.
h) Around six in the evening local time, and then I have to catch a train.
i) Thanks. I’ll do that. See you next month in Hamburg. Bye.
j) Yes, I agree, the meeting was very productive. And thanks very much for your help. I really appreciate it.
k) Not at all. It’s been a pleasure.

15
 1.7 Past time 1

• The past simple of regular verbs is formed by adding ‘’–ed’’ to the infinitive. Verbs ending in ‘’-e’’
simply add ‘’-d’’.

Check- checked I checked the figures.

Irregular: eat-ate drink-drank go-went etc.

• Negatives are formed with did not and the infinitive. This is contracted to didn´t in speech and
informal writing.
I didn´t like his idea.

Questions are formed with the auxiliary verb did and the infinitive. Short answers to yes/no
questions repeat the auxiliary.

A: Did you check the figures?

B: Yes, I did. / No, I didn´t.

The verb to be is irregular and follows a different pattern. In negatives there is no did. In questions
there is no did and the subject and verb are inverted.

I/he/she/ it was late. I/he/she/ it wasn’t late. Was I/he/she/it late?

You/ we/they were late You/we/they weren’t late Were you/ we/ they late?

B Past simple: uses

We use the past simple to describe actions and states in a completed period of time. We
know when the action happened, and this may be mentioned or clear from the situation.
I checked the figures very carefully last week.
I´m sorry, I wasn´t in the office yesterday.

American ISP Juno designed an easy-to-use email service and user interface and then outsourced
everything else. It leased phone lines from a dozen companies and hired out customer service.
(Business Week website).

The past simple is also used to describe habitual actions in the past.
Every evening we went out and ate in a different restaurant.

C Past simple: time expressions

Time expressions used with the past simple include:

At twelve o´clock/ the end of the year

in the morning/June/ 1998/the sixties
on Friday/the second of April
no preposition last week/yesterday/ago.

16
 D Past continuous: form

• The past continuous is formed with the past of be and the ‘’–ing’’ form of the main verb.
Negatives are formed with the verb be + not. In speech and informal writing we use contractions.
I/ he/she/it was working yesterday. I/she/ it/ wasn´t working yesterday
You/we/they were working yesterday. You/we/they weren´t working yesterday
Questions are formed by inverting the subject and the auxiliary verb be. Short answers to yes/no
questions repeat the auxiliary.
A: Was he working yesterday?
B: Yes, he was. / No, he wasn´t
A: Where they working yesterday?
B: Yes, they were. /No, they weren´t.

E Past continuous: uses

The past continuous is used to describe a situation in progress in the past.

I was waiting in the departure lounge for more than two hours.
There can be several situations in progress, happening at the same time:
The early 1970s was a time when IBM was beginning to lose its way and many skilled people were
leaving to set up their own business. Computing was entering n a new age. (The Times website)
The past continuous is used to give information about the background situation. The separate,
completed actions that happen during or after this period are in the past simple:
‘I came in to Oracle as it was recovering from the recession of early 1990´s. The business until I
joined had an ageing product line that was declining by 30 per cent a year in sales. Within a year
we completely turned that unit around.’ (Eurobusiness website)

If we don´t mention the background situation then the separate actions are in the past simple in
the normal way.

When I arrived I registered at reception and went straight to conference hall.

F Past continuous: time expressions

• We can use when, while, or as with the past continuous to mean ‘ during the time that something
was happening’:
While Plattner and Dietmar Hopp were developing the first real-time order processing system at
SAP, Claus Wellenreuter was writing the financial software. (Eurobusiness website)

But if we mean ‘at the time that’ then we only use when with the past simple:
He wasn´t very happy when I told him the news. (NOT while I told him…)

G Past simple or continuous?

Sometimes the past simple or past continuous can be used. The past simple suggests a
separate, complete action or event. The past continuous emphasizes the duration of the
action.
We discussed the report and agreed that Peter should prepare some detailed figures
before the next meeting.
We were discussing the report for over an hour. Eventually we agreed that Peter should
prepare some detailed figures before the next meeting.

17
 1.8 Past time 2

Exercise 1

Underline the correct word/s.

1. A: Did you get/got the email I sent you yesterday?

B: Yes, thanks, I got it.
2. How you felt/did you feel when they told/did tell you about moving offices?
3. A: Did you tell/told him about the change of plans?
B: Yes, I told. / Yes, I did.
4. I didn´t see/ didn´t saw the reason for the delay, so I got/did get angry.

Exercise 2

Complete the dialogue using the verbs from the list below in the past simple. There is a
mixture of affirmative, negative and questions forms. There is one negative question.

Go take think sell like have(x2) make(x2) be(x4) buy

DALE: Hi, Jill. You (1) went to the Milan Fashion Show last week, didn´t you?
(2) you a good trip?
JILL: Yes, it was great.
DALE: (3) _ you any useful
contacts?
JILL: Well, there (4) loads of people at the show, and I
(5) a lot of good contacts but we
(6) nearly as many orders as last year.
DALE: Oh, why was that (7) they our news styles?
JILL: No, no, that (8) the problem. The shoes (9) really well, but we
(10) so successful with some of our other products, like handbags, for example,
and there (11) much more competition this year.
DALE: Who from?
JILL: Well, the Paul Smith stand was really busy.
DALE: Oh, but his clothes are expensive… Um, (12) people at the
show our prices were too high?
JILL: Possibly. But we (13) the authority to lower them at the time.
DALE: Oh, what a shame. Was it a waste of a trip then?
JILL: Well, not exactly… I (14) this great pair of Prada shoes and this Gucci handbag…

Exercise 3

Underline the best continuation of the conversations.

1. A: What was she doing this morning?

B: She interviewed/ was interviewing candidates for the sales job.
2. A: How did Brenda spend her holiday?
B: Most days she went/was going to the beach.
3. A: What happened after you launched the product?
B: While we promoted/ we promoting it, our main competitor dropped/ was dropping their prices.
4: I worked/was working at home while you were on vacation.
18
 Exercise 4

Complete this article about Vivendi by putting each of the verbs in brackets into the
past simple. Most of verbs are irregular.

Vivendi: 150 years of history

Vivendi, the French utilities and In the 1960´s the company He (13) (sell) $5 billion in
communications group, has a long (6) (begin) assets and
history going back to 1853 . In that activities in the area of civil construction (14) (cut) the
year the Government (1) created and(7) (build) a large workface by 10%. All this
Compagnie Generale des Eaux. The tower block in the La Defense business (15) (mean) that annual loss of
founders (2) (have) two district of Paris. $600 million
objectives to irrigate the countryside During the 1980s Generale des (16) (turn) into a
for farming and to supply water to Eaux(8) (join) with Havas profit of $320 million. In 1998 he (17)
towns and cities in France. media group to create Canal Plus, a pay (change) the
In 1880 a treaty (3) (give) TV channel. They name of the group to Vivendi and soon
Generale des Eaux the right to supply also (9) (take) a after (18) (make) a series of
water to Venice, and then controlling stake in the civil engineering partnerships and acquisitions in the
Constantinople and Oporto giant. SGE. In the 1990s they telecommunications industry.
(4) (come) soon after. By the (10) (win) major Operations in North
time of centenary celebrations in 1953 contracts in the Asia Pacific region and in America (19) (grow) very quickly
Generale des Eaux Latin America. after this and in 2000 Vivendi
(5) (supply) water to eight Jean-Marie (20) (buy) Seagram to
million people in France. Messier(11) (become) become a truly international media and
CEO in 1996 communications company.
and (12) (run) the
company along American lines.

Exercise 5

Complete the sentences by putting the verbs in brackets into either the past simple or
past continuous. Sometimes the same tense is used twice; sometimes different tenses
are used.

1. What did you eat (eat) when you went (go) to Paris?
2. While I was negotiating (negotiate) the contract , my boss phoned (phone) me to say
that he wanted completely different conditions.

3. The last time something like this (happen), she (call) a

press conference immediately.
4. Anne (explain) her proposal when Pedro (interrupt)her.
5. We never got the chance to interview him.
While we _________(investigate) the incident, he ____________(resign).
6. When he (finish) reading the article, he (give) it
to me.
7. Everyone (wait) for the meeting to begin when he (call)
to say that he was stuck in a traffic jam.
8. When I (clean) the piece I (drop) it by mistake.
9. I (find) the missing file while I (look) for some other
documents.

19
1.9
10. When Tim_____________________(arrive), we_______(tell) him what had happened.

1.9 Showing interest

Showing interest

A) Practice these mini-dialogues

Student A Student B
1. I’ve just come back from France. –Have you? France! Where did you go?
2. Mary went into hospital again. –Again? What a pity. I must go and visit her.
3. We’re thinking about getting a bigger flat. –Are you? Where are you moving to?
4. Michael’s looking for a new job. –Mhm. I’m not surprised.
Write examples of the techniques used by Student B to show interest.
Echo questions (repeating the auxiliary verb): Have you?
Echo questions: France!
Wh- questions: Where did you go?
Making a personal response: What a pity.
B) The table below a shows some techniques for showing interest.
Showing attention Right. Sure. Yes. Yeah. Yuh. Mhm. Uhuh.
Echo questions Did you? Are they? Was it?
Echo words Five hundred? Six months? All over the world?
Wh-questions So what happened? Why was that, then? How did you feel?
__________ Really? That sounds interesting.
__________ Really! Fantastic! Great!
__________
Exactly. Of course. Sure.
__________
__________ How awful. What a pity. Poor you.
__________ No! That’s strange! Good heavens!
Mhm. I’m not surprised.
Complete the table by writing one of these words in each space 1-6.
Interest surprise no surprise pleasure agreement sympathy

C) Write a response to these comments. Use ideas from section B and your own ideas.
Comment Response
1. I saw Irina yesterday.
2. I’m thinking about going to Brazil for my
holidays.
3. I waited all morning for the repair man.

20
 1.11 Past time 2

A Past perfect: form

• The past perfect is formed with the auxiliary had and the past participle. In speech and
informal writing had is contracted to ‘d.
I had (I’d) already decided what to do before he called me.
• Negatives are formed with not and contractions are used (hadn´t). Questions are formed
by inverting the subject and had.
At the time I still hadn´t decided what to do.
Had you already decided what to do before he called you?

B Past perfect: uses

• The past perfect is used to show clearly that one past event happened before another past
event. We use the past perfect for the earlier event:
On the New York stock Exchange the Nasdaq Index had opened higher, but fell back to,
1, 578 in morning trading. (Yahoo News Service Website)

Compare these examples which describe exactly the same situation:

1. Sue left at 2pm. We arrived at her office at 2.30. (both verbs in past simple)
2. When we arrived at Sue’s office, she had left. (earlier action in the past perfect)

In example 1 the two actions are separate in the mind of the speaker. In example2 there is
a stronger connection between the two actions and the past perfect emphasizes which
happened first.

• It may not be necessary to use the past perfect if we use before or after to make the time
clear.
We can use the past simple for both actions.
Sue left/had left her office before we arrived. (both are possible)
We arrived at Sue’s office after she left /had left. (both are possible)

Many speakers still prefer to use the past perfect in this case, to show a strong connection
between the two events.

• The past perfect is often used with verbs of thinking like know, realize, remember, be
sure, think.

David knew he´d seen her somewhere before, but he couldn’t remember where.
When I got to the office I realized I´d left all my papers behind.
Ellen was sure they hadn´t received the invoice, but she checked one more time.
I thought we’d already chosen the name for the new product!

C Past perfect: time expressions

• The time expressions after, once, by, already, just, never, meanwhile are often used the
past perfect. The world still is often used with negative forms.

21
 Around 1993 Korean corporations started turning to Park to acquire companies in the US
or Europe. By this time, he had built up sufficient contacts to help them. (Asia Inc
website)

D Past perfect continuous: form

• The past perfect continuous is formed with the auxiliary phrase had been and the –ing
form of the main verb. Contractions are used.
I´d been working on the project for two months before they decided to cancel it.

• Negatives are formed with had not been and the –ing form of the main verb.
Questions are formed by inverting the subject and had.
I hadn´t been sleeping, well, so I was quite tired.
Had you been working for a long time on the project before they cancelled it?

E Past perfect continuous: uses

• The past perfect continuous is used to describe a situation that was in progress up to a
certain point in the past. It often emphasizes the duration of time.
Before he left IBM Plattner had been putting together a software package for the UK-
based chemical company ICI. He had been working on this project during 1971 and 1972.
(Eurobusiness website)

• The past perfect and the past perfect continuous both look back from a point in the past.
The past perfect look back at an earlier event. The past perfect continuous look back at a
situation in progress.
The economic situation was quite healthy. The central bank had lowered interest rates
because inflation had been falling steadily for several years.

F Used to/would + infinitive

• ‘’Used to’’ describes a habit or state in the past. There is no present form (for present
habits we use the present simple).
‘Price dictates what motorists put into their petrol tanks. Lots of people who used to have
their doubts about diesel from biological sources are now regular users’. Says Dieter
Enders, who owns an independent filling station in southern Germany. (Frankfurter
Rundschau website)

‘’Used to’’ normally suggests that the action or situation in so longer true and so
makes a contrast with the present.

I used to work in marketing. (=but now I work in another area)

He used to be really enthusiastic about his job. (= but now he isn´t)

• Note that used to is used for habits and repeated actions not single events.
I went to the Milan Fashion Show for the first time last month. (NOT I used to go)

• With negatives and questions ‘’used to’’ becomes use to.

Did you use to work in marketing? I didn´t use to work in marketing.

• Would is used in the same way as ‘’used to’’, but it only describes repeated actions in
the past, not states.

22
 1.12 Past time 2

Exercise 1

Underline the correct words. This exercise includes examples of the past perfect, used
to, the past simple and past continuous.

1. While I looked I was looking for my keys, I suddenly remembered I left / I had left them
at home.
2. In those days the unions used to/had used go on strike whenever there was/was being a
problem.
3. After they were buying/had bought the company, they started /were starting to make a
lot of people redundant.
4. Jack used to have/was having a Mac, but then he used to change/changed to a PC.
5. I asked about my package in reception, but they said/were saying that it still hadn´t
arrived/wasn´t
6. I was sure that I used to lock/ had locked the door to my office last night, but it was/had
been open this morning.
7. I´m sure that the winters used to be/had been colder when I was a child. I remember
that we used to walk/were walking to school in the snow every winter.
8. I had gone/ went back to the restaurant to look for my umbrella, but found/was finding
that someone took/ had taken it.
9. When George saw/was seeing Diane at the seminar, he knew/was knowing that he
met/had met her somewhere before.
10. While I had/was having breakfast I looked/was looking at the financial pages to see the
share prices.
I saw/ I was seeing that my original investment grew/had grown by over 40%.

Exercise 2

Complete the sentences with the best form of the verb in brackets. In each sentence
one verb will be in the past simple and the other in the past perfect.

1. After she had made (make) a few notes, she started (start) writing the introduction to the
Annual Report.
2. Gary (be sure) that he (set) the alarm before
leaving the office.
3. I (call) my wife on my mobile because the meeting (still
not finish).
4. Once I (speak) to him, I (realize) there had been
a misunderstanding.
5. After Jill (give) her first presentation, she
(feel) much less nervous.
6. Before Edith (become) Michael Edward´s personal assistant
she (already work) in the company for two years.
7. I (not see) the figures before the meeting, so it
(put) me a disadvantage during the discussion.
8. Sorry it took so long. I (have to) go down to the store room
because we (run out of) paper for the photocopier.
9. The rain (stop) by the time I (get out of) the taxi.
10. I (be) surprised to find that she (already leave).

23
Exercise 3

Complete this magazine article by putting the verb in brackets into either the past
simple or past perfect. In one case only the past perfect can be used, in five cases only
the past simple can be used and in six cases both are possible.

THE DANES SAY ‘ NO’

On 28 September 2000 the people of to keeping the value of the krone The USA and Japan
Denmark (1) voted ‘No’ to joining the stable against the German mark, and (8) (be)
single European currency, the euro. All this policy (5) (be) Forced to intervene in the foreign
the main political parties, the trades very successful in maintaining stability exchange markets to buy euros.
unions, the employers and the media and prosperity. Then the euro was But the ‘No’ campaign
(2) (campaign) for launched in January 1999. In the (9) (focus) on
a ‘Yes’ vote before the referendum. period after the launch the countries national identity, not economic
So why (3) (the in euro zone issues.
Danes reject) the euro? (6) (perform) In the end Danes
Let´s look first at the economic relatively well in economic terms. (10) (make)
background. For many years the However, by the time of the Their decision because
Danish central referendum the euro (7) (fall) they(11) (fear)
bank(4) (be committed) significantly against the dollar, and that economic integration would
the central banks of eventually lead to political
integration. They
(12) (want) to keep
their independence and freedom.

Exercise 4

Alan is talking about his first job. Complete what he says with the best form of the verb
in brackets. Choose between the past simple, past continuous or past perfect.

INTERVIEWER: So, Alan, why did you quit your last job?
ALAN: Well, at the time I(1) was working (work) as a financial officer for an International Accountancy
firm in London. I (2) (be) in the same company for three years.
INTERVIEWER: How(3) (you/get) the job?
ALAN: Just after I(4) (finish) the university I (5) (go) to a job fair. I
still(6) (decide) what I wanted to do and I was interested to see what kinds of jobs
there (7) (be) at the fair. While I (8) (look) at information on one
of the stands for a large international accountancy firm, someone(9) (give) me an
application form to fill in. I thought this might be a good career opportunity for me as
I(10) (already/take) some accountancy exams for my degree . So
I(11) (complete) the form and (12) (send) it off. They
(13) (interview) me the following week and I got job.
At first, I (14) (feel) satisfied with the job, but as time went by, things
(15) (change) and I began to hate working there.
INTERVIEWER: So what(16) (go) wrong?
ALAN: Well, the situation was this: I (17) (work) for a person who was very difficult,
er…very demanding… never satisfied. What´s more, my job (18) (become) too
repetitive and I really wanted to do something more creative. So, that’s why I resigned…
I (19) (not have) another job to go to, but I
knew I (20) (have) to make a change
24
1.13
Making a personal comment

A) Complete the table with phrases from the box.

Clearly Between you and me Frankly Luckily Strangely enough
Apparently
E
You are uncertain It seems that … Presumably, … 1)
Your next comment is surprising As a matter of fact, Actually,… 2)
You next comment is obvious Of course, … Obviously, 3)
You had some good/bad fortune I’m pleased to say that … Unfortunately, 4)
You are being honest Actually, To be honest, … 5)
Something is confidential Please don’t repeat this, but … 6)

B) Fill in the gaps using phrases from section A. Several answers may be possible.
Did you find that restaurant I told you about? ➢ 1 , the taxi driver knew
where it was.
The new model is a big improvement. ➢ 2 , it’s a little more
expensive.
Did you go to the Frankfurt Trade Fair? ➢ 3 , I didn’t go this year.
➢ 4 , I don’t think so.
Do you think she’ll get the new job? ➢ 5 , he seemed quite
angry.
How did he react? ➢ 6 , she asked for a
transfer.
Why did they move Mary out of the Sales Department?

1 How were last month’s sales figures? 5 What do you think of Patrick?
- Unfortunately, they were very disappointing. 6 Why did they take that product off the market?
2 What’s your new boss like? 7 Why was their advertising camping such a
3 What did you do when the computer crashed? disaster?
4 Do you agree with the consultant’s report? 8 How did you feel when you didn’t get the job?

C) Work individually. Write two or three questions like the ones in section C.

25
 1.14 Past and present 1

A. Past and perfect 1

Present perfect: form

• The present perfect is formed with the present tense of the auxiliary verb have and the
past participle. In speech and informal writing we use contractions (‘ve and ‘s).
I/you/ we/they have (´ve) gone.
He/she/it has (´s) gone

Negatives are formed with not.

I / you/we/ they/ have not (haven´t) gone.
He/she/ it has not (hasn´t ) gone.

Questions are formed by inverting the subject and the auxiliary verb have. Short answers
to yes/no questions repeat the auxiliary.
A: Have they gone? A: Has he gone?
B: Yes, they have/ No, they haven´t B: Yes, he has /No, he hasn’t .

B. Present perfect: uses

In general, we use the present perfect to talk about a present situation which is
connected to the past.

There may be a series of actions that happened in our life up to now.

I´ve lived here for about ten years.
I´ve know Mary since we worked together in Spain.

There may be a series of actions that happened in our life up to now.

I´ve often been to Singapore .
I´ve seen a lot of changes around here.

• There may be a result in the present of a past event.

Sorry, I think I´ve lost the file.
My computer has crashed.

In this case we are explaining the current importance of the past event. When it
happened is not important and is not mentioned.

C. Present perfect: time expressions

We use ever and never to ask and talk about our general life experience.
Have you ever spoken in front of a large audience? (in all your life up to now)
I´ve never worked abroad, but next year I might be based in Paris.

If the answer to the question is Yes then we continue to give more information about
the specific events by using verbs in the past simple.
A: Have you ever spoken in front a large audience?
B: Yes, I have. Last year I went to a sales conference in Berne and I gave a presentation.

26
 The present perfect is often used with already and yet. Already is normally used in
affirmative sentences:

Knapp, CEO of US cable company NTL, insists that NTL has already made 75% of its planned
investment to deliver broadband for mobile phone users. ( Telegraph website)

Yet is used in questions and negatives, and suggest that something has not happened, although we
expect it to happen.

Have you finished the report yet?

Sorry, I haven’t finished the report yet. I’ll try to finish it this afternoon.

Shares in the two big telecoms stocks Colt and Energies continue to fall. Neither has yet managed to
convince investors that they can provide services attractive enough to earn a decent return.
(Guardianwebsite)

We use just to describe something that happened a short time ago.

I’ve just spoken to him on the phone and he says he’ll be here at 9.30 tomorrow.
Some time expressions can be used with the present perfecto r the past simple, depending on when
you are speaking.
Have you spoken to Sue this morning? (It is now 11 am: the morning has not finished)
Did you speak to Sue this morning? (It is now 3 pm: the morning has finished)
We use for and since with the present perfect to refer to periods of time.
A: How long has Tom worked here. B: He’s worked here for three months.
B: He’s worked here since the beginning of May.

For decribes the length of the time period. Since describes the point when the time period started.
We have been in business for 37 years, so the internet to us is just another way of collecting orders’
says Lands Ends’ international vice president Sam Taylo. (CNBC Business website)
UPS became a wordwide Olympics sponsor in 1994, and since then it has handled the Atlanta games
in 1996 and the 1998 Japan Winter games. (worldtradeonline magazine)
• Frequency adverbs that are used with the present simple can also be used with the present
perfect. They’ve often given us good advice.
Hollinger has always been interested in buying newspaper, and we tend to look at most that come
on to the market. (Sunday Times website)

D Been (to) and gone (to)

She’s been to visit our suppliers. Everything seems to be OK. (she has come back)
She’s gone to visit our suppliers. I hope everything will be Ok. (she is still there)

27
 1.15 Past and present 1

Exercise 1

Complete the sentences by putting the verbs in brackets into a form of the present perfect. Use
contractions where possible.

1 Are you sure it isn’t working? Have you tried (you/try) it?
2 I ………………………………………… (Never/see) such a boring presentation.
3 Luckily, our customers …………………………………………. (not/complain) about the price rise.
4 We ………………………………………… (already/spend) quite a lot of money on this project.
5 …………………………………………... (they/reply) to your last email?
6 I …………………………………………. (not/get) the figures to hand – can I call you back later?
7 Unemployment ………………………………………… (go/up) by 2% since January.
8 I’m sorry, she’s not here. She ……………………………………… (just/leave).
9 Their shares ……………………………………… (fall) by 15% since he merger
10 ……………………………………….. (you/ ever/ take) the Eurostar to Brussels.

Exercise 2
Look at the paired sentences below. Match each one with situation a) or b)
1 inflation has fallen by 1% B a) Two years ago it was 4%. Last year it was 3%.
2 Inflation fell by 1% A b) Last month it was 4%. This month it is 3%.
3 I think I’ve lost the file a) I can’t find the file. I wonder where I put it?
4 Sorry, I lost the file b) The file has gone and I’ll never find it.
5 Has Jane called this morning? a) Jane promised to call this morning. It’s 11 am.
6 Did Jane call this morning? b) Jane promised to call this morning. It’s 2 pm.
7 Sales improved a) Last year sales were por. This year they are better.
8 Sales have improved b) Sales were poor initially. A year later were better.
9 How long have you worked here? a) In 1999.
10 When did you start working here? b) Since 1999

Exercise 3

Complete the sentences with a suitable time expression from the list below.
already yet ever never just for since always

1 The goods will be with you son. They’ve already left our warehouse.
2 I’ve ……………………………. had a great idea! Why don’t we launch a new range of colors?
3 We’ve know each other ………………………………… more than twenty years.
4 I’ve ………………………… used my credit card on the Internet. I don’t think it’s safe.
5 I haven’t had a chance to speak to Magda ………………………………., but I’m sure she’ll agree.
6 I’ve ……………………………. worked in insurance, ever since leaving university.
7 I’m sorry he hasn’t called you back. He’s been in a meeting ……………………………… lunchtime.

28
Exercise 4
Read this text about the performance of the Ford car company. Complete the text with the
verbs from the list below, using the present perfect.

Make fall launch be have cut withdraw spend take perform

Ford: The road to recovery

Although Ford (1) ....has…. ….made…. operating profits the Scorpio, which was not selling well. But Ford (8)
of over $7 billion in its American market this year, the ……………… ……………… a lot more success at the higher
story in Europe (2) ………….. …………… very different. Its end of the market. Over the last few years it (9) ……………
market share (3) …………… ……………. From 12% six years …………….. a lot of money buying brands such as Jaguar,
ago to only 9% now. The truth is that rivals like Aston Martin and Land Rover, and these models have
Volkswagen and Renault (4) ……………. …………….. much much higher profit margins. It (10) ………………. ………………
better over recent years. They (5) …………... some time to sort out the problems at Jaguar in
……………. Costs and (6) ……………. ……………. exciting and particular, but it’s now a successful part of the business.
highly successful new models. In contrast, Ford (7)
……………… ……………… its large saloon,

Exercise 5
Read this email from Steve, the Purchasing Manager of UK importer, who is in Poland on a
business trip. Complete the email by choosing the correct alternative from A, B, C or D below.

From: Steve McGuilay To: Mike Evans Sent: 18 May …

Subject: Poland Cc.
Message:
Mike
Sorry I haven’t contacted you (1) ….B…. last week, but I’ve been very busy. I’ve (2)…………. to Katowice in the southwest of Poland (3)
…………… a few days, and I’ve (4) ……………. Returned to my hotel in Warsaw, from where I’m sending this email. I visited several firms when I
was in Katowice and one of them looks quite promising. I’ve (5) ……………... seen their Factory. And I’ve got some product samples to show
you.
Unfortunately I haven’t met the guy in charge (6) ……………. . He wasn’t there – he’s (7) ……………. to Gdansk and should be back next week. So,
the trip has been quite successful (8) . Have you (9) …………. Been to Central Europe? Everything is changing very fast – I’ve (10)
……………. Seen so much building work going on. Anyway, I’ll email you again later in the week to let you know what’s happening.
Regards, Steve.

A for B since C just D so far

A going B gone C being D been
A for B since C already D so far
A now B been C just D so far
A yet B already C been D gone
A just B already C now D yet
A going B gone C being D been
A so far B yet C just D now
A yet B since C ever D never
A yet B since C ever D never
29
 1.16
Thinking time and turn-taking

A) Practice this conversation extract. Put a short pause after each underlined ‘filler’.

Did you see that program last night? (1) Well, it was all about the crime problem in American cities. It was
presented by that man, (2) you know, the one with the glasses. (3) Anyway, they said it’s all because of
violence on TV. …… (4) Still, I suppose it could be worse. ……. (5) So, what were you saying about Andrew? ……
(6) By the way, did you hear about my sister’s operation?
(7) Actually, she’s recovering very well. …… (8) So, what are you doing at the weekend? Are you going to your
parents – (9) I mean you often go there, don’t you? ……. (10) Anyway, I have to go now. Give my love to the
kids. Bye!
Study each example 1-10 and decide if:

A the speaker continues with the same topic (1)

B the speaker goes back to a previous topic (3)

C the speaker prepares to introduce a new topic (6)

B) Study the table below.

Gaining time to think Well, … …, you know, …

Explaining what you just said I mean … Well, …
Saying something surprising (or true) Actually, … In fact, …
Going back to a previous topic So, … Anyway, …
Saying something is not worth worrying about Still, …
Changing the topic So, … By the way, … Anyway, …
Closing a topic by summarizing in a few words Anyway, …
Showing you want to end the conversation Anyway, … (followed by a long pause)
Now look back at section A and use the table to check how each underlined filler is being used. For example,
filler (1) is used for ‘Gaining time to think’.

C) Fill in the gaps using words and phrases from section B. Several answers may be possible.
1. , let me see.
2. It’s a very good restaurant. , it’s probably one of the best in town.
3. (after talking a long time about your holidays) , we had a wonderful time.
4. (after talking about your holidays) , what are you doing at the weekend?
5. He was a bit, , strange.
6. , it’s not the end of the world, is it

30
 1.17 Past and Present 2

A. Past simple or present perfect?

The past simple is used to describe actions in a completed time period.

The present perfect is used when the time period includes the present. This can be a situation which
started in the past and continues to be true in the present, life experience until now, or the present
result of a past action.
I lived in Milan many years ago. (Completed: now I live in another place)
I’ve lived in Milan since 1998. (a situation that started in the past and
continues in the present: I still live there)
I’ve lived in both Milan and Rome. (life experience: the time when I lived in these
cities is not mentioned and is not important)
I’ve spoken to my boss, and he’s agreed. (present result of past action)

Time phrases used with the past simple refer to a particular point in the past: yesterday, last month,
a few years ago, in 2002.
Time phrases used with the present perfect link the past to the present: this month, ever, never,
already, just, recently, since.
Look at this example:
Lojas Americanas, a chain of discount stores in Brazil, has had difficulties since the mid-1990s.
Although the stores generate enormous traffic, profitability has been hard to achieve because of a
low average purchase price. In 1998 it began a rationalization. It reduced the number of warehouses
and sold 23 supermarket stores to Carrefour (France). (ebusinessforum website)
The time Word for refers to a period time. It can be used with either tense:
I lived in Milan for four years when I was at university. (now I don’t live there)
I have lived in Milan for four years. (I still live there)
• The choice of tense often depends on the situation and where our attention is:
We’ve won the contract! (recent news: the event is present in my mind)
We won the contract. (telling a story: the event feels distant in my mind)

B Present simple or present perfect?

The present simple is used in two main ways: facts, and habits or states in the present. The present
perfect makes a connection between past and present.
About two million people live in Milan. (a fact)
I live in Milan. (a permanent state – I always live
there)
I have lived in Milan for two years. 8I arrived two years ago and still live there now)
C Present perfect continuous: form

• The present perfect continuous is formed with the present perfect to be, and the –ing form of
the verb. Negatives are formed with not.
I’ve been (haven’t been) waiting here for more than an hour.
She’s been (hasn’t been) waiting here all morning.
• Questions are formed by inverting the subject and have.
I’m sorry I’m late. Have you been waiting long?

31
D Present perfect continuous: uses
The present perfect continuous describes an action or situation in progress from the past
up to the present.
Trade between Slovenia and the Ukraine has been increasing steadily since 1992, when it
totaled just US$9 million. (Slovenia Business Weekwebsite)
The present perfect continuous often emphasizes the length of time of the action.
I’ve been trying to contact her all day.
The action may be finished or continuing, we only know by the situation.
I’ve been waiting for an hour! Why are you so late? (the waiting is finished)
I’ve been waiting for an hour and he hasn’t arrived yet. (I will continue waiting)
The present perfect continuous can be used for repeated actions.
• I’ve been phoning her all morning, but she’s always in a meeting.

E Present perfect continuous: time expressions

Typical time expressions that are used with the present perfect continuous include: all day,
for months, for ages, lately, recently, over the last few years, since, for.
Foreign life insurers have been expanding their business in Japan about 15% annually over
the past four years. (Business Week website)

F Present perfect or present perfect continuous?

Often there is very little difference in meaning between the present perfect and present
perfect continuous.
I’ve worked/been working here for three years.
The choice of tense often depends on where our attention is. We use the present perfect if
our attention i son the present result.
I’ve written the report. (the finished report is in my mind)

We use the present perfect continuous if our attention is on the action in progress.
I’ve been writing the report. (The act of writing is in my mind)
In the global economic growth of recent years new companies have been created at an
astonishing rate. Companies which have been operating for many years without franchising
are now exploring the possibilities. (worldtradeonline website)
• If we give details of how many or how much we do not use a continuous form.
I’ve written three reports this week.
I’ve done a lot of research on this company.
The technology-heavy Nasdaq index has been falling for three weeks, and is now 34% lower
than its March peak. Shares of companies announcing poor results have fallen by a third or
a half after profit warnings.(Washington Post website)

32
 1.18 Past and Present 2

Exercise 1
Underline the correct words.
1 Yesterday /I phoned / I’ve phoned the bank about my
overdraft. 2 I work here / have worked here since the end of the
last year.
3 Your taxi has just arrived / just arrived.
4 We’re enjoying our trip. We have made / made a lot of useful contacts.
5 I’ve seen / saw Hugh Hopper a few days ago – he sends his regards.
6 We went / have been to an interesting seminar last week.
7 Today has been / was really busy – and it’s only lunchtime!
8 Today has been / was really busy. It’s 7 pm – I’m going home.
9 I’m afraid Patrizia left /has left the office an hour ago.
10 I’m afraid Patrizia isn’t here – she left / has left the office.

Exercise 2
Complete the sentences by putting the verbs in brackets into either the present simple, past
simple or present perfect.
1 The company is doing very well. Last year sales ….went up….. (go up) by 15%, and so far this year
they ….have..gone..up…. (go up) another 12%.
2 We …………………….. (operate) all over Latin America. Recently we ……………………… (set up) branches
in Peru and Ecuador.
3 This ……………………… (not look) like the right block. Are you sure we ……………………….. (come) to the
right address.
4 …………………………. (you/see) my laptop? I’m sure I ………………………. (leave) it here earlier.
5 I …………………………. (just/met) Andrew from Sales. ………………………… (you/know) him?
6 I …………………………. (never/speak) to him, but I ………………………. (speak) to his assistant on the pone
yesterday.
7 I ………………………… (work) for WorldCom now – I ……………………… (be) there for more than five
years. ……………………. (you/know) WorldCom?
8 I ……………………… (work) for WorldCom since last year, but now I ………………………. (want) to
change Jobs. ………………………… (you/hear) of any vacancies?

Exercise 3
Complete each mini-dialogue by putting the verbs in brackets into the correct form. One verb
will be in the present perfect and the other in the present perfect continuous. Use contractions
where possible.
1 A: What’s the matter? You look worried!
B: Yes, I am. I’ve been looking at… (look at) the contract in detail, and I’ve noticed… (notice)
a lot of potential problems.
2 A: I……………………….. (phone) Carol all day, but there’s no reply.
B: I expect she ………………………. (go) to Head Office.
A: Oh, yes, I forgot.
3 A: “Tosca” is coming to the Opera House …………………… (you see) it?
B: No, not yet. Shall we go? I …………………….. (look forward) to it for ages.
A: So have I. What about next week?
33
Exercise 4 A
Complete this dialogue by putting the verbs in brackets into the correct from of the past simple
or present perfect. Use contractions where possible.

VICTORIA: Hi, Sue. I (1) …..haven’t seen…. (not /see) you for ages!
SUE: Hi. No, I’m sorry. I (2) ……………………. (not / be) in touch with anyone recently … I (3)
…………………… (be) really busy.
VICTORIA: Oh, what have you been up to then?
SUE: Well, you know I (4) ……………………. (leave) my job in January so that I (5) …………………….. (can)
go freelance as a graphic designer?
VICTORIA: Yes, I remember, you (6) ……………………… (talk) a lot about that last year. How’s it going?
SUE: Well, it (7) ………………………... (be) a really difficult year so far. I (8) ………………………… (never /
do) anything like this before … it’s much harder work that I (9) ………………………. (imagine).
(10) …………………… (you / ever / be) self-employed?
VICTORIA: No, never, although I (11) …………………. (often / think) about it. So, why has it been so
difficult?
SUE: Well, at the beginning I (12) ………………………. (have) two or three good clients – and, you
know, people that I (13) …………………….. (know) for many years, like Tom Pierce. And since
then I (14) ……………………. (have) a lot of interest from different companies, but none of them
(15) …………………… (become) regular customers.
VICTORIA: What about advertising in the specialist magazines?
SUE: I (16) ………………………. (already / do) that. I (17) ……………………… (put) an advert in Design
Monthly a couple of months ago, but I (18) …………………….. (not /get) any replies.
VICTORIA: Oh, dear, well, (19) …………………….. (put) up a website with examples of your work?
SUE: Yes, I (20) ……………………….. (just / finish) it. Would you mind having a quick look at it and tell
me what you think of it?

Exercise 5
Look at the graph and read the passage abut technology stocks. Complete the text by putting the verbs in
brackets into the correct form of the past simple or present perfect.

European investors (1)have watched (watch) US stock markets nervously over the last few months.
The
problems with US technology and telecomms stocks (2) ……………….. (begin) last March, and since then share
princes at companies like Intel, Apple and Dell (3) …………………. (crash). Over the summer all these giants (4)
…………………. (announce) lower than expected profits. And investors fear that demand for PCs in the highly
developed US market (5) ………………………… (peak). Now is the turn of European stocks. On Monday stocks in
companies like Germany’s SAP and Finland’s Nokia (6) …………………………. (fall) sharply.
SAP (7) ………………………. (be) down 3% in Frankfurt, and Nokia (8) …………………….. (drop) 7% in Helsinki.
But there was some good news for investors yesterday. Yahoo! (9) ………………………. (release) figures which
showed that in the last quarter revenues (10) …………………….. (rise) to $295 million, up from 115 million a year
earlier. Yahoo! relies on online advertising for most of its income, and this year it (11) ……………………… (gain)
significant market share in Europe and (12) ………………………… (manage) to achieve the position of top web-
navigation company.
Analysts believe that the market (13) ………………………. (not/hit) the bottom yet. Earlier this year investors (14)
…………………(buy) any internet stocks that were available, creating a stock market bubble. Now it’s just the
Opposite.

34
 1.19
Requests

A) Use these beginnings to make indirect questions for situations 1—6 below. Write your
questions.
Making a request (to someone else) Asking for permission (for yourself)
Could you possibly …? I wonder if I could …?
Do you think you could …? Is it all right if we …?
I’d be grateful if you could … I wonder if it might be possible to …?

1. Asking a policeman for directions

2. Customer speaking to supplier
3. Supplier speaking to customer
4. Interrupting someone in a meeting
5. Asking a colleague for a favor
6. Asking your boss for a big favor

B) Fill in the missing letters in replies 1–5 below. Then put the words in the right order in replies 6-
10. Notice that 1-5 are positive replies and 6-10 are negative.
Agreeing to a request Giving permission

1 Yes, o_ c_ _ _ _ _ 3 Sure, g__ ah_ _ _

2 Yes, cer _ _ _ _ _ _ 4 Yes, pl_ _ _ _ d__

5 By a_ _ me_ _s

6 I’m but sorry busy I’m little right a now. I’m

7 I’m afraid working not it’s moment at I’m
the. Well,
8 Well honest be to bit inconvenient it’s a. I’d
9 I’d didn’t you rather actually. That’s
10 That’s not possible really I’m afraid.

C) Look at these questions with mind. Match the first part of the phrase with the last part.
Do you mind if I … … closing the window?
Would you mind if I … … closed the window?
Would you mind … … close the window?

Questions with mind mean Is it a problem for you? How would you give permission and refuse permission to
the question: Would you mind if I smoked?

35
Introduction to intercultural communication

UNIT 2

36
 2.1 Future 1

A Will
We can use will + the infinitive (without to) to refer to the future. Will is usually shortened in the
speech and informal writing to ‘ll. the negative of will is won’t.
• We use will to talk about future events that we see as facts:
In June we will bring out two new models.
Next year I’ll be 45.
The government will soon impose an obligation on all electricity supply companies to buy a
specified percentage of their power from renewable sources. (Guardian website)
We use will to talk about future beliefs
Lynch believes that globalization and consolidation in the technology sector will create a
greater demand for large and powerful bourses. ‘Stock markets will have to cover a lot more
market capitalization and smaller markets will have less of a role’ says Lynch. (Observer
website)
• We can add perhaps/maybe or probably to make the relief lees certain:
The first wave of job losses resulting from the mergers in German banking will probably be
in the City of London (Business Week website)
Notice that probably comes after will but before won’t.
He’ll probably agree with you.
He’ll probably won’t agree with you.
• We can use will with and introductory phrase to give other meanings. For example, a
personal opinion (I think) or a hope (I hope):
I think we’ll probably open a subsidiary in Russia next year.
I hope he’ll agree with you.
• Will can be used for instant decisions and thoughts that come into our head at the moment
of speaking.
I’ll wait for you outside.
I’ll phone you tomorrow.
I think I’ll stop now.
B Going to
• We use the verb be + going to + the infinitive to make a connection between the present
and the future.
• We use going to for plans and intentions. These are things we have already decided to do.
I believe that Greenspan is going to lower rates. There are some signs of liquidity problems
in the credit markets at this point in time, and a smart central bank responds by casing credit.
(New York Times website)
The time in the future can be near or distant.
I’m going to call Fiona Clarke this afternoon.
We’re going to open a factory in Hungary next year.
• We use going to make predictions when there is some evidence in the present situation.
Be careful it’s going to fall. (I can see it)
I think we’re going to lose this deal. (I’ve just heard some news)

37
C Present continuous
• We can use the present continuous tense to talk about things we have arranged to do in the
future. There is nearly always a time expression.
Ann is leaving tomorrow morning.
HSBC are moving to new premises next year.

The arrangements are often social arrangements or appointments.

What are you doing on Tuesday afternoon?
I’m seeing Jack at two, and after that I’m meeting my bank manager.

D Will or going to?

• Will is used for instant decisions. Going to is used for plans and intentions.
Compare:
Ok, I know what to do. I’ll call Jane. (an instant decision)
Do you have the information for Jane? I’m going to call her this afternoon. (an intention)
• Will is used for general beliefs, opinions, hopes and things the speaker sees as facts.
I’m sure they’ll like the new design.
In the future, more people will work from home.
• When will is used with a phrase like I think and/or words like probably then the
belief/opinion becomes less certain, like the prediction.
I think you’ll like this idea.
The word will probably end in about five billion years.
But if there is strong evidence in the present situation then going to is usually used for
predictions.
I think it’s going to rain. (I can see black clouds)
We’re going to make a loss on this project. (I have the figures in front of me)
• There are occasions when we can use either form:
In my presentation I’ll talk / I’m going to talk about three main areas. First…
Here the speaker could see it as a fact (will) or an intention (going to).
• Will is more usual in writing. ‘ll and going to are more usual in speech.

E Going to or present continuous?

• For the future plans and arrangements there is often little difference between going to and
the present continuous.
I’m going to give / I’m giving my presentation on Friday.
• Going to can suggest that the details or the arrangement have not been finalized. The
present continuous can suggest that arrangement is more fixed, with a time and a place.
I’m going to meet him next week. (just a plan – time and place are still unknown)
I’m meeting him at ten in my office. (a definite, fixed arrangement)

F Time expressions
• Common time expressions for the future include: tomorrow, the day after tomorrow, on
Friday, at the weekend, next week, in a few days’ time.

38
 2.2 Future 1
Exercise 1

Match sentences 1-6 with their uses a)-f)

a) A future fact d) a future plan or intention
b) An opinion about the future e) a prediction with evidence in the present situation
c) An instant decision f) a future arrangement

1 I’m going to ask my boss for a pay rise next week d_

2 I’m sorry to hear that. I’ll find out what the problem is right now.

3 I’m sorry, but I won’t be here tomorrow. I’ll be in Paris.

4 I’m meeting Angela for lunch. Do you want to join us?
5 Their share price will probably rise when the market recovers.
6 with so much competition it’s going to be difficult to increase sales.

Exercise 2

Underline the correct words in each mini-dialogue.

1 A: Are you free next Tuesday morning?
B: Sorry, I’ll have/I’m having a meeting with Sue.
A: Oh, right. Well what about Thursday?
2 A: What are your plans for next year?
B We’ll open/ We’re going to open a new factory in Hungary.
A: That sounds interesting.
3 A: What do you think about their new marketing campaign?
B: I think it’ll probably succeed / it’s probably succeeding.
A: Do you really?
4 A: What about tomorrow at around five thirty?
B: Ok, I’ll see you then. / I’m seeing you then.
A: Bye.
5 A: So as you can see, I’ve been thinking about this problem quite a lot.
B: Yes, I see. So, what are you going to do? / What are you doing?
A: Resign!
6 A: It would be nice to see you the next week.
B: Yes, it would. Are you doing anything / Will you do anything on Wednesday.
A: No, I’m free.

Exercise 3

Complete the sentences by putting the verbs in brackets into the most appropriate future form. Choose
between will, going to and the present continuous.

1 Have you heard the news? Vivendi ……..is going to buy…….. (buy) Seagram.
2 I ………………………… (meet) Andrea at nine next Thursday morning outside the station.
3 I’ve just had a call from Richard – he ……………………….. (be) late.
4 Next year …………………………. (be) the company’s centenary year.
5 This taxi driver is terrible. He …………………………… (have) an accident.
6 In the future video-conferences ……………………………. (probably replace) many international meetings.
7 We ……………………………… (test) the new machine something next week.
8 I ……………………………… (go) to Manchester on Friday.
39
Exercise 4
Complete this dialogue by putting each of the verbs in brackets into the future. Choose between
will and going to. Sometimes either may be possible, but decide which form is the most natural.
Use contractions where possible.

JOANNA: Please, come in, have a seat. Would you like a drink? Coffee? Mineral water?
GREG: Oh, I (1) ……’ll have……… (have) a coffee please.
JOANNA: Lucy … could you make two coffees? (sighs) Well, thanks for coming this morning. I
(2) ……………………….. (tell) you why I asked you here. Um, as you know, there
(3) ……………………….. (be) some big changes in the company. In fact, we
(4) ……………………….. (restructure) the whole department.
GREG: Yes, I know. When (5) …………………………. (it/happen)
JOANNA: Everything (6) ……………………….. (be) finished by the summer. Um, the thing is, under
the new structure you job (7) ………………………. (probably/disappear).
GREG: Really? Is that certain?
JOANNA: Well, we (8) …………………………. (have) a meeting next week to finalize all the plans.
And of course I (9) …………………………… (let) you know what we decide. Anyway, you
don’t have to worry.
GREG: Oh?
(coffee arrives)
JOANNA: Well, as I was saying, you don’t have to worry. We (10) ……………………………. (offer)
you a new job. You (11) ………………………………… (have) more responsibility and the
salary (12) …………………………. (be) much better.
GREG: That’s wonderful, thank you very much. What exactly (13) ………………………………..
(the new job / involve)?
JOANNA: Well, we (14) ……………………………… (expand) the whole customer services area. If you
accept the job, you (15) ……………………………… (be) responsible for the new team. Um,
it (16) …………………….. (mean)a lot more work, of course. What do you think?
GREG: It sounds, great but I (17) …………………………. (need) a day or two to think about it.
JOANNA: Of course, no problem. Look, I (19) ……………………………. (visit) our subsidiary in
Hungary.
(20) ……………………………… (you/have) an answer for me by the next week?
GREG: Yes, I (21) …………………………… (give) you my decision on Monday.

Exercise 5 A C
Complete this email from a PA to her boss by putting the verbs in brackets into the future. Choose
between will and the present continuous. Use contractions where possible.

From: Mira Melisse To: Pierre Gaudard, Technical Director Sent: 14 March …
Subject: Visit to Slovenia Cc:
Message: I’ve booked you flight to Slovenia. You (1) …’re leaving…… (leave) on Tuesday 3rd. at 8:45 in the morning, so you (2)
………………………. (arrive) in Ljubljana before lunch. Someone (3) ……………………………(be) the airport to meet you. Your first meeting is
with Aleksander Presekar, and you (4) …………………………… (see) him at 1 pm at our local office. He (5) ………………………… (probably/take)
you out to lunch. After lunch you (6) ………………. (not/do) anything until 4 pm, so you (7) ………………………… (have) time to go to the hotel.
You (8) ………………….. (stay) at the Intercontinental, which is in a very central location. I (9) ……………………………. (go) to the travel agents
to pick up the tickets this afternoon, so I (10) ………………………… (give) them to you tomorrow.

40
2.3
Offering help

A) Fill in the gaps in these mini- dialogues with one word

Accepting
1 Can I carry your bag for you? ➢ Yes, please. If it’s not too much .
2Shall I give you a lift? ➢ Thanks very much. I’d that.
3 May I help? ➢ Yes, thank you. That’s very .
Refusing
4 Do you want a hand? ➢ That’s very kind of you, but I can
5 Do you want me to make a copy for you? .
6 Would you like me to call your office? ➢ Thanks very much, but there’s no
.
➢ No thanks, it’s all .
Fill in the gaps with one word.
7 Shall I call you a taxi? ➢ No thanks, I’d prefer to .
8 Would you like me to carry your bag? ➢ Thanks. It’s very .
9 Do you need help getting an outside line? ➢ I think I can manage. I just 9, don’t
I?
Cover the replies with a piece of paper. Ask a partner the questions and reply naturally.

B) Work with a partner. Write offers of help and replies.

1. To a colleague in your office.

➢
2. To a customer
➢
3. To a foreign visitor in a restaurant.
➢
4. To a foreign visitor in your office.
➢
5. To a visitor on the last day of his/her
trip ➢

C) Work with a new partner. Cover the replies you wrote in Section B. Make the same offers of
help. Reply to your partner by accepting or refusing their offers.

D) Work with a partner. Think of some difficult situations that your visitors or colleagues have to
deal with in real life. Act out a situation.

41
2.4 THE INTERCULTURAL
CHALLENGE
Why is intercultural communication
important?
1
Exercise 1

An example

Extracts from a report on the DaimlerChrysler merger illustrate the importance of

INTERCULTURAL communication.
What cultural problems do you think DaimlerChrysler had after their merger?
What could they do about them?
Compare your ideas with those expressed in the article.
A German executive working for DaimlerChrysler recalled a meeting with US colleagues:
‘When one of the Americans from Chrysler brought up what he thought was a new issue, a
German counterpart said, “But we have agreed on this already in an earlier discussion. It is
all written in the protocol.” The American looked puzzled, and said, “What protocol? I
remember you took some notes, and you sent me some paper recently, but I didn’t think they
were important.”
‘At the beginning, one side tried to impose tis working style on the other’, said Roland Klein,
DaimlerChrysler’s manager of corporate communications in Stuttgart. “This prompted
conflicts and misunderstandings. But even worse, it just didn’t fit with the people’s culture.”
The Germans taking part were irritated by the Americans’ unstructured ways, while the
Americans thought the Germans were too rigid and formal.
A senior product development executive in Stuttgart said that ‘Each side thought its
components or methods were the best.’
Klein said that were fundamental differences between the executives in Chrysler and
Daimler.
‘Germans analyze a problem in great detail, find a solution, discuss it with their partners,
and then make a decision. It’s a very structured process’, he said.

42
‘Americans start with discussions, and then come back to new aspects after talking with other
people – after a process which they call creative – they come to a conclusion.’ Former
Daimler-Benz executives found the system chaotic. They were often puzzled by the
American tendency to return to a subject they thought had been settled. Klein said that the
two sides also decide things in different ways. In America, he said, ‘At any time you can just
pop into your boss’s office and tell him something. The boss can make an instant decision
– without explaining the reasons on involving their employees. It’s different in Germany: the
underlings prepare extensive reports for the top bosses and make recommendations at
formal meetings.’

A high-ranking engineer in Auburn Hills said: ‘(At the old Chrysler) if an idea had merit, you
didn’t worry about approval, you just went ahead and did it.
People working on the shop floor feel empowered to do things. It’s based on management
trust. Over there (in Germany) they’ve got all those smokestack organizations that measure
things, survey things. A lot of time is spent on unproductive activities.’ The clashing styles
became apparent when Chrysler’s US methods were adopted in purchasing operations in
Germany. The American style was imposed largely because Chrysler executive Gary
Valadez heads DaimlerChrysler global purchasing. ‘It just didn’t work out over here’, said
Klein. ‘There are some European suppliers which you have to approach differently, or even
have to deal with in the German language. For Americans, this was a CULTURE SHOCK.’
A senior product development executive in Germany said that top management probably
underestimated the difficulties.
(Ostle, D. Automotive News Europe. 22.11.99)
Suggested answer
The cultural issues raised by this article include differences in the way decisions are made,
communication style, the role of meetings, structure versus informality, management style,
and the use of local language. These and many other aspects of intercultural communication
are the subject matter of this book.
As it happens, DaimlerChrysler soon became aware of these problems, and since the
merger has invested large amounts of money in preparing employees for intercultural
interactions. Their 'Joint Program Germany – USA’ focused on expatriates and their families
(i.e. Germans working in the USA and Americans working in Germany), staff and managers
who work regularly with American or German partners and German – American teams.
Training included preparation for the foreign assignment, as well as leadership, negotiation,
and language training.

Exercise 2
Reflect on any similar experiences of culture clash you have had, and how you dealt with
them.

43
 2.5 Future 2

A Future: time expressions

• We use the present simple or the present perfect (not will) to refer to the future after these
words: when, after, before, unless, in case, as soon, by the time, the next time:
When I see her, I’ll tell her you called.
We’ll discuss it again after you get back.
As soon as I’ve finished the report, I’ll email it to you.
We can wait here until she comes back.
Notice that a future form (will; can) is used in the other part of the sentence.

B Present simple / continuous

• We often use the present simple (or present continuous) when we talk about events in the
future based on a fixed timetable, programme or calendar:
Jim’s plane leaves (is leaving) at 12.15.
Our boss retires (is retiring) next year.

C Future continuous
• The future continuous is formed with will + be + the –ing form of the verb.
One thigh that is clear is that more and lager Taiwanese companies will be investing in China
and that the new government will allow them to. (Asiaweek website)
• The future continuous describes an activity in progress in the future.
We often use it when we compare what we are doing now with what we will be doing in
the future. There is nearly always a time expression.
Next year I’ll be working in Sao Pablo office.
Where will you be working in six months’ time?
• The future continuous is often used to day that something will definitely happen:
We’ll be holding a meeting soon, so we can make a decision then.
D future perfect
• The future perfect is formed with will + have + past participle:
By the time I retire, I’ll have been in banking for over thirty years.
By the year 2020 the volume of goods produced by traditional manufacturing worldwide will
probably be at least twice what it is today. But in the US, the share of manufacturing in GDP,
which is still around 15% or so, will have shrunk to 5% (Industry Week website)
• We use the future perfect to look back from one point in the future to an earlier event or
period of time. We often use by the time with the future perfect:
By the time we prepare our proposal they’ll have found another supplier.
By the end of the year we’ll have sold around 1,000 units.
• It is in common to use a simple will form in place of the future perfect, although some people
think this is not grammatically correct:
By the time we’ve prepared our proposal they’ll find another supplier.
By the end of the year we’ll sell around 1,000 units.
• We use the continuous form of the future perfect to look back from one point in the future
at an activity in progress:
• Next year we’ll have been manufacturing the same model for ten years.

44
E Was going to
• Was/were going to is not a future form. We use it to refer to something that we planned
in the past but we did not do.
I´m sorry, I was going to phone you this morning, but I had to see one of our clients.

F Other ways to talk about future.

• We often use modals and related verbs like should, be likely to, could, may, might to
refer to the future. See unit 13
• We use the verbs expect, hope, intend, would like, plan, want followed by an infinitive
(to do) to refer to the future.
German automaker BMW is planning to build a production plant in Central or Eastern
Europe by the middle of 2001 – and the Czech Republic is hoping to get the contract.
(praguepost website)
Notice the negative forms:
I expect/hope I won´t…
We don´t intend/plan/ want to…
I wouldn´t like to…
• We can use the verb think followed by ´ll:
I think/ don´t think I´ll change my internet Service Provider.
• We can use be due to for things that we expect to happen:
Mr. Welch who hits GE´s mandatory retirement age of 65 next month, has built GE into

America´s No. 1 in stock market valuation. He is due to name the next chairman and

chief executive of GE in the next few days. (Wall Street Journal European website)
• We can use be about to for things that will (will not) happen very soon:
A look at the stock-market valuations of big software houses such as Cisco and Oracle
show that the pace of development in new technology is not about to slow. (Forbes.com

website)
• In modern English Shall I/ we…? Are used to make suggestions, not to refer to the
future.
Shall I open the window?
Shall we meet again next week?
Shall is used for the future in formal situations, for example: legal documents.

45
 Exercise 1

Underline the correct words.

1 Tomorrow I´ll interview/ I´ll be interviewing candidates all morning

2 We will have moved/will be moving to our new premises in August.
3 We will have moved/ will be moving to our premises by August.
4 What time does your train/ will your train leave?
5 Don´t forget to turn off the lights before you are leaving/ you leave.
6 We can´t send the goods until we´ve received/ we will receive a firm order.
7 We will be repaying/ will have repaid the bank loan by December.
8 Unless they´re/ they´ll be more reasonable, we´ll have to break off negotiations.
9 I was going to write/ was writing to them but I forgot.
10 I hope/ I will hope to be able to speak at the press conference myself.
11 Our visitors are due to arrive/ due arriving at 10:30.
12 I hope I won´t/ I don´t hope I´ll be late for the meeting.
13 I think I won´t/ I don’t think I´ll be late for the meeting.
14 When the contract is/ will be ready, I´ll let you know.
15 Will we/shall we break for coffee now?
16 Sorry I can´t speak now, I´ll just have/ I´m just about to have a meeting.

Exercise 2
Display your creativity!

46
2.7
Saying yes

A) Fill in the gaps using words from the box.

Help isn’t it it is kind right ahead here appreciate

Positive reply
Is this your first visit to Bucharest? ➢ Yes (1) . I didn’t expect to see so many tourists.
You speak English, don’t you? ➢ Yes, that’s (2) , although I’m not fluent.
Agreeing
It’s really cold today. ➢ Yes, it is, (3) . It’s freezing.
Japanese is a difficult language. ➢ Yes, it’s probably one of the most difficult languages.
Accepting an offer of help
Do you want a hand? ➢ Oh, thanks very much. I’d (4) that.
Would you like me to carry those? ➢ Oh, that’s very (5) of you.
Giving permission
Can I have another cup of coffee? ➢ Of course. (6) yourself.
Could I use your phone? ➢ Certainly. Please go (7) .
Emphasis
Will you let me know by next week? ➢ Yes, of course.
Passing an object
Is the dictionary over there? ➢ Yes, (8) you are.

Cover the replies with a piece of paper. Chain comments and replies around the group.

B) Write a yes reply to the following questions. Add an example of your own.

1. Is this the way to the marketing seminar? ➢ Yes, it is. I’m going there myself.
2. Can I send you the deposit net week? ➢
3. Would you like a lift to the airport? ➢
4. It’s a beautiful day today, isn’t it? ➢
5. May I just interrupt for a moment? ➢
6. You’re Alice Matthews, aren’t you? ➢
7. Can you pass the salt? ➢
8. ? ➢

47
 2.8 Passive 1
A Form
• To make the passive we use to be and past participle:
Active Passive

Intel produces millions of chips every year Millions of chips are produced every year
Our supplier is shipping the goods next week The goods are being shipped next week
The government raised interest rates by 1% Interest rates were raised by 1%
He was asking me some difficult questions I was being asked some difficult questions
The have chosen the new design The new design has been chosen
Rosa will give a press briefing tomorrow A press briefing will be given tomorrow
We can arrange a loan within six days A loan can be arranged within in six days
We may give you some new sales target You may be given some new sales targets

• The object in the active sentence (millions of chips/ interest rates) moves to the front in the passive
sentence and becomes the subject.
• We form negatives and questions in the same way as in active sentences:
The new design hasn´t been chosen. Has the new design been chosen?

B Uses: focus on important information

• In the active sentences above the person or organization who does the action (Intel/The government/
Rosa) is important.
• In the passive sentences above the person or organization who does the action is not mentioned. It
might be:
o Unimportant
o Clear from the situation
o Unknown
Instead the important information is either the actions (raised/chosen) or the things affected by the
action (Millions of chips/ the goods/ a press briefing)
• Study these examples:
A very large proportion of world oil production is generated in the Middle East. (Gulf Business Magazine website)
Here the writer wants to emphasis the amount of oil. Who did the action (generate) is clear of not
important.
The North American Free Trade Area (NAFTA) was established in 1993 to link the United States, Canada and
Mexico in a free trade agreement. (Latin Trade website)
Here the writer wants to say when and why the action happened. Who did the action (establish) is
not important.
Deutsch Post AG will offer investors share price discounts and bonus shares as part of its planned initial public
offering. These incentives will be offered to retail investors in EU countries who make an early subscription (Wall
Street Journal Europe website)
Here the writer wants to give information about the incentives. Who will do the action (offer) is not
important or not known.

48
C Uses: system and processes

• We often use the passive to talk about systems, processes and procedures:
The barley used to make malt whisky takes about seven months to grow in the field. In August the
barley is harvested and then left to rest for a couple of months. The next step is “malting”, an
ancient chemistry full of tradition. It gives a rich, warm flavor to the whisky and causes the grain to
produce starches, which are converted to sugars at a later stage of the process. The malted barley
is rested for about three weeks then ground into flour and placed into huge vessels where it is
mixed with hot water to make a “wort”. The wort is cooled, then run into another vessel. Here,
yeast is added, and the starch is turned into sugar, producing a clear liquid “the wash”. It is
distillation that turns this wash in whisky. In distilling, the liquid is heated until the spirit turns to
vapor, then condensed back into liquid. By law, Scotch whisky must be aged in oak barrels for at
least three years. (Adapted from Dewar´s Scotch Whisky website)
• To show a sequence in a process we use words like: firstly/ first of all, then, the next
step, next, after that, finally:
First of all the finished products are checked for quality, then they are packed and
sent out from our warehouse. After dispatch we allow customers to follow the
progress of their order on out Intranet. Finally we get a digital image of the signature
of the person who receives the goods, so that this can be checked later, if necessary.

D Saying who does the action

• In all the passive examples above the person or organization that does the action is
not mentioned. If we want to say who does the action then we use by.
The goods are being shipped next week by our supplier in China.
A press briefing will be given tomorrow by our information Officer, Rosa Mendoza.
The factory is staffed by the local people who worked there before, but on a completely different
basis. (Business News Americas website)

E transitive and intransitive verbs

• Verbs which usually take objects are called transitive verbs (e.g. help) Verbs which
do not usually take objects are called intransitive verbs (e.g. look).
A: Can I help you?
B: No, I´m just looking.
Dictionaries show this information with T or I. Some verbs can be both transitive and
intransitive. Only transitive verbs can be made passive.
Raise (T) Interest rates were raised last month. Possible
Increase (T/I) Interest rates were increased last month. Possible
Go up (I) Interest rates were gone up last month. Not possible

49
 2.9 Passive 1

Exercise 1

Describe a process of your company using the passive voice structure

50
Exercise 2

Describe a daily-life process using the passive voice structure

51
2.10
Saying no
A) Fill in the gaps using words from the box.

isn’t sure policy inconvenient actually afraid manage so

Negative reply
Is this your first visit to Bucharest? ➢ No, it (1) , actually. I was here last year.
You speak German, don’t you? ➢ No I’m (2) not.
Disagreeing
Your brother’s quite like you, isn’t ➢ Do you think (3) ?
he. ➢ Really? I’m not so (4) about that.
She seems happy in her new job.
Refusing an offer of help
Do you want a hand? ➢ No thanks, I can (5) .
Would you like me to carry those? ➢ No, it’s all right, thanks.
Refusing a request
Can I have another cup of coffee? ➢ (6) , it’s a bit (7) right
Could I use your phone? now.
➢ I’m sorry, but it’s against company (8)
.
Emphasis
Will you let me know by next ➢ No, of course not.
week?
Cover the replies with a piece of paper. Chain comments and replies around the group.

B) Write a no reply to the following questions. Add an example of your own.

1. Have you got last year’s figures with you? ➢ No, sorry, I haven’t. I can send them to you tomorrow.
2. Coffee? ➢
3. You always have good ideas, don´t you? ➢
4. Would you be willing to give us a discount? ➢
5. Hot in here, isn’t it? ➢
6. Can I let you know by next week? ➢
7. Shall I call you a taxi? ➢
8. ? ➢

52
 2.11 Business organization and culture

The intercultural challenge

1. Where did the incident occur?

2. Who was involved?
3. What exactly happened?
4. What did you feel at the time?
5. How far do you think the incident was caused by cultural factors?
6. How has your behavior changed since?

Business organization and culture

Now, more than ever before in human history, more people are coming into contact with people from
cultures other than their own. There are a number of reasons for this:
• Technology makes it possible for people to travel further and faster than ever before.
• The internet links people across national boundaries.
• The international labor force is more mobile.
• More people are on the move than ever before: business people are active globally; refugees are
trying to escape from conflicts and natural disasters.
• In many places the workforce is becoming more diverse.
Intercultural skills are not only needed by those involved with mega cross border mergers, such as
that of DaimlerChrysler, but by people working in all kinds of organizations. Even a domestic company
which only operates in Germany, for instance, is faced with an increasingly multicultural workforce.
A small or medium-sized enterprise in Munich, for instance, where non Germans account for more
than 20% of the population, may have workers with a wide range of cultural backgrounds (for
example, German, Turkish, Serbian, Croatian, and Greek).

If the company wishes to grow, it may look beyond the domestic market and decide to export. For
this, it will need to adapt its products or services for the foreign market, and negotiate with prospective
partners abroad.

Somewhat surprisingly, if an organization relies on local structures when it becomes a multinational,

the need for intercultural awareness may decline.
The next stage of going global requires high-level skills to manage DIVERSITY inside and outside
the company. The transnational organization develops.

53
into a ‘global structure requiring networked multinational skills and abilities with a critical
understanding of local responsiveness, integrating and coordinating mechanisms of
corporate culture on a global basis’ (Brake et al. 1995: 20).

Any given company may become involved in different kinds of intercultural interaction.
Dennis Clackworthy identifies different ‘cultural force fields’ within in the German electronics
company Siemens concerning individuals, project teams, task forces, joint ventures, co-
operation agreements, and global alliances (see Figure 1.1).

Business Determinants
Influencing what is done

Cultural Determinants
Influencing how things are done

1.1 : Business and cultural determinants (Clackworthy, personal communication)

54
To sum up, it is clear that managers in many companies will increasingly find themselves
working in international teams at home, abroad, and in cyberspace, negotiating with foreign
partners, and managing a diverse workforce.
Of course, intercultural communication is not only of importance for business people.
Exercise 3 aims to help you reflect on some examples of how it could be important for other
professionals.

Exercise 3
In what way could intercultural communication be important for the following people?
1. A doctor
2. An internet website designer
3. A university lecturer.

Suggested answer
1. A doctor
Attitudes to illness, kinds of treatment, the role of the doctor and his/her relationship
towards the patient vary widely across cultures. What is considered an illness in one
culture may not be seen as such in another. Some cultures favor treatment of the whole
person, other concentrate on dealing with specific symptoms. In some cultures the
doctor will put more emphasis on the patient as a person, while in others the focus is
on analyzing the illness.
2. An internet website designer
Although the internet has its origins in the USA, different cultures are now using it in
different ways that suit their own environment and needs. Research comparing how the
same company presents itself on the internet in different countries has revealed
considerable cultural differences. One example is that some cultures prefer to use visual
material and icons, while others favor more text. A designer has to take these sorts of
factors into account if the communication is to be effective.
3. A university lecturer
A university lecturer working abroad, or with foreign students or a multicultural group
at home, will have to be aware of a number of cultural issues. In the UK or USA, for
instance, students may well call their professors by their first name, which in other
cultures would be a sign of disrespect. The role of the teacher is different in different
cultures. Western teachers working in Thailand, for example, complained that the
students rarely asked questions in their classes, not realizing that it would be
considered rude to ask questions, because this would imply that the teacher had not
explained things satisfactorily in the first place. Forms of assessment vary – in some
cultures; oral tests predominate, in others there are more written tests.

55
 2.13 Passive 2
A Uses: linking to previous information
• The choice of active or passive often depends on how we want to continue from the previous
sentence:
Hasso Plattner is one of Germany´s best known businessman. He founded SAP in 1972 after working
for IBM. (active)
SAP is a world leader in business software. It was founded by Hasso Plattner in 1972 after he left
IBM. (passive)

B Uses: being formal/ impersonal

• The passive is often used in business correspondence where the writer wants to be impersonal.
Compare:
ACTIVE MORE PERSONAL
We order twenty filter units from you on the 16th March and the courier delivered them yesterday.
Unfortunately, when we opened the package someone had damaged two of the units. Our
production department needs these items urgently.
PASSIVE MORE PERSONAL
Twenty filter units were ordered from you on the 16th March and they were delivered yesterday.
Unfortunately, when the package was opened two of the units had been damaged. These items
are needed urgently by our production department.

• Passive are frequent in formal writing generally, e.g.: reports and legal documents. Other language
in the text will also be formal:
Contract of employment
(i)Offer of employment. The offer may be expressed directly or it may be implied by conduct. It must be
communicated to the employee. The offer can be withdrawn at any time before acceptance.
(i) Written Condition. After the contract is made, every employee must be given a written statement of terms and
conditions of employment. (Business Link website)
• Passive are used in phrases with it to report what people said in a formal way: it was said/ agreed
that…
• Try to find a balance between active and passive forms. Too many passive forms can make a letter
or report difficult to understand.

C Passive + infinitive
• The verbs believe, expect, know, report, say, think, suppose, understand are often used in the
present simple passive followed by an infinitive (to do). This is common in news reports:
The Hungarian economy is expected to expand 6% over the next two years as rising demand across Europe boosts
demand for locally produced cars and refrigerators. Consumer prices are predicted to rise by an annual average of
7% next year (cebd website)
• To refer to the past we use believe, expect, etc. with to have done.
Many investments banks are believed to have suffered losses in the high yield, or “junk”, bond market in recent
months. (FT.com website)
• To refer to an activity in progress at the moment we use believe, expect, etc., with to be
doing. Ericsson is known to be looking at the possibility of outsourcing its low price entry-level phone in
Taiwan. (Economist website).

56
D Verbs with two objects

• Some verbs have two objects. We can:

Given/lend/offer/promise/sell/send/take something to somebody
Book/buy/keep/make/prepare/save something for somebody
• In active sentences we can use these verbs in two ways.
ABB gave a larger order to us last year. (with to)
ABB gave us larger order last year. (without to)
The form without to/for is more usual.
• Each way can be made passive. One of the objects becomes the subject of the
passive sentences the other stays as an object.
A large order was given to use by ABB last year. (with to)
We were given a larger order by ABB last year (without to)
Again, in the form without to/for is more usual.

E Have something done

• When a professional person, e.g., a technician or accountant, does some work for
us, we can use have something done.
We have our accounts audited by KPMG.
We had our offices redecorated last year.
We´re going to have a new air conditioning system installed.
You must have your computers checked for viruses.
• We can use get in place of have in most cases. This is more informal.
We got the contract checked by our lawyers.

F To be born

• To be born is a passive form but does not have an obvious passive meaning.
I was born in Uruguay.

57
 2.14 Passive 2
Exercise 1
Read the statement 1-5 then choose which sentence a) or b) should follow. Put a tick (✓) by
the correct answer.

1. Chevron and Texaco are going to merge via a $36 billion offer by Chevron.
a. Senior executives first discussed it a year ago.
b. It was first discussed by senior executives a year ago. ✓
2. The process of economic union in Europe is progressing quickly.
a. A commissioner form Spain called Pedro Solbes is directing it.
b. It is being directed by Pedro Solbes, a commissioner from Spain.
3. Pedro Sobles is Europe´s commissioner for economic and monetary affairs
a. He is directing the difficult process of economic union.
b. The difficult process of economic and monetary affairs.
4. Novartis shares rose by 32 Swiss francs in Zurich yesterday.
a. They are going to launch a new drug called Starlix later this year.
b. A new drug called Starlix is going to be launch by them later this year.
5. Starlix is a powerful new drug for treating diabetes.
a. Norvartis are going to launch it later this year.
b. It is going to be launched by Norvatis later this year.

Exercise 2

Display your creativity!

58
 2.15
Disagreeing

A) Read the comment and replies about bungee-jumping.

It must be great to go bungee-jumping

1. Well, I suppose so, but isn’t it a bit dangerous?

2. To be honest, I’d be terrified.
3. I know what you mean, but what happens if the elastic breaks?
4. What about the cost? Frankly, it’s not cheap.
5. I can see what you’re saying, but wouldn’t your family be worried?
6. Actually, I’ve heard that it’s not very safe.
7. Don’t you think you’re a bit old for that?
8. Really? Do you think so?
B) In section A there are various techniques for disagreeing. Complete the table below with
the sentence numbers from section A.
a Normal question (to show doubt) _3 _
b Negative question (to show doubt) _1 _
c Yes, but … _1 _
d Introductory phrase (to prepare the listener) _2_
C)
Read the following conversation about moving home from the city center to the
suburbs.
A: We’re moving to the suburbs. We don’t like all the noise and pollution.
B: Yes, but it will take you more time to get to work.
A: No, it takes 45 minutes from the suburbs.
B: You’ll buy a bigger house, I suppose.
A: No. House in the suburbs are very expensive.
B: The children won’t like it. They’ll miss their friends.
A: No. They aren’t worried.
Now rewrite it so that it is friendlier. Start like this:
A: We’re thinking about moving to the suburbs. We don’t really like all the noise and pollution.
B: I know what you mean, but won’t it take you more time to get to work.
A: Actually, it only takes about 45 minutes from the suburbs.
B:
A:
B:
A:
D) Write down a statement that other people will probably disagree with. Say it and see what reaction y
get. Continue the discussion.
–

59
 2.16 The intercultural challenge

At Procter & Gamble, we operate on the fundamental belief that individual differences are good,
and that such differences will produce genuine competitive advantage.
(Procter and Gamble)

What is intercultural communication?

Culture
There are great many ways of defining the word CULTURE. In this book, culture is not used in the
sense of literature, music, and art, but rather in the sense of a shared system of attitudes, beliefs,
values, and behavior. Hofstede has called it ‘collective mental programming’, or the ‘software of
the mind’.
For some, it is simply ‘the way we do things around here’.

Various models have been used to illustrate the concept. It can be seen as an iceberg, for
instance, with the tangible expressions of culture and behavior above the surface of the water,
and the underlying attitudes, beliefs, values, and meanings below the surface. Depending on the
individual’s perspective, those involved in intercultural interactions could be on a cruise liner
approaching the iceberg, or the Titanic about to crash into it.

The onion model sees layers of culture which can be peeled away to reveal underlying basic
assumptions.

The tree model contrasts visible and hidden culture, with the roots providing an image of the
historical origins of culture. Moving between cultures is like transplanting a tree – to be successful,
the roots have to be protected, and support will be needed in the new environment.

60
 The intercultural challenge

Types of culture
When interculturalists use the word ‘culture’ they do not just mean national culture, but
the whole range of different types of culture. These include:

• Corporate culture (for example, the culture of Microsoft)

• Professional culture (for example, the culture of lawyers or doctors)
• Gender (the different cultures of men and women)
• Age (the different cultures of young, middle-aged, and old people)
• Religious culture (for example, Catholicism, Protestantism, Islam)
• Regional culture (for example, Northern and Southern Italy)
• Class culture (working class, middle class, and upper class).

In some cases these factors may play a more significant part than national culture in bringing
people together. Scientists of different nationalities who work together on research projects
frequently report on how their common professional interests are so strong that national
culture differences become unimportant.

61
 The intercultural challenge

Intercultural communication
Communication can be defined as the exchange of meaning. This involves the sending and
receiving of information between a SENDER and a RECEIVER.
This happens not only through the use of words, but also through non-verbal factors, such
as gestures and facial expression. The message received can be very different from the
message that was sent. A common model for communication is shown in Figure 1.2.

The idea or feeling comes from the SOURCT. This is put into symbols (encoded) to produce
a MESSAGE which is transmitted through a CHANNEL.
The channel is the medium used for communication (for example, writing).
The message is interpreted by the RECEIVER (decoded), who responds. The CONTEXT is
the environment in which the communication takes place, noise here means anything which
distorts the message.

Intercultural communication takes place when the sender and the receiver are from different
cultures. Communication can be very difficult if there is a big difference between the two
cultures: if there is too much ‘cultural noise’, it can break down completely.

Figure 1.2: Communication model (Jandt 1995)

62
 2.17 Modals and related verbs 1
A Modal verbs: form

• Units 11- 14 deal with the modal verbs. Modal verbs are can, could, will, would, may,
might, shall, should and must.
• Modal verbs are followed by the infinitive without to.
• Modal verbs have only one form. So there is no –s in the third person singular and there
are no verb tenses with –ing, -ed, etc.
• Questions are made by putting not immediately after the modal (often shortened
to –n´t in spoken English and informal written English)

Can I…? I cannot (can´t) May I…? I may not

Could I…? I could not (couldn´t) Might I…? I might not
Will I…? I will not (won´t) Shall I…? I shall not
Would I…? I would not (wouldn´t) Should I…? I should not
Must I…? I must not (mustn´t)
• Modal verbs are auxiliary verbs- they are used with other main verbs. Two modal verbs
cannot be put together.
• Modal verbs have no infinitive form. Instead, we use other expression like be able to (for
can), have to (for must) and be likely to (for might).
I´d like to be able to speak French. (NOT I´d like to can speak)

• Modal verbs show the speaker´s attitude or feelings about a situation. For example, how
probable or necessary something is, or that the speaker is offering or requesting
something.
• The same modal verb can be used in different ways and with different meanings. You
only know the meaning from the situation. For example, could:
I could get to work in 30 min in my last job (ability: past time)
Could you pass the salt, please? (request: present time)
That could be difficult ( uncertain: future time)

B Ability

• To talk about ability we use can and can´t (or cannot in formal writing).
We can get that information from the Net.
Can you deliver in two weeks? – No, we can´t
´if we cannot produce an image that both captures the essence of the Hungarian nation and is
convincing, then others will produce it instead´ said Hungarian Prime Minister Viktor Orbán in his
speech yesterday. (Central Europe Review website).
• Can´t is used for all things that we are not able to do.
I can´t speak German.
For the special case of things that are prohibited (not allowed) by rules or laws we can
also use mustn´t.
I´m sorry, you can´t/mustn´t smoke in this area.
• We sometimes use be able/ unable to instead of can. They are common in writing.
For the first time in years we are now able to generate growth internally, not just through acquisitions.
(International Herald Tribune website).

63
C Past ability

• To talk about general past ability (not limited to one occasion) we use could.
I could speak French quite well when I was at school.
• To talk about one specific past action we use was/were able to and managed to.
I was able to/ managed to install the new software quite easily.
Congress managed to run through about $900 billion of budget surplus in the three months so leading
up to this election; think of what it might do in two years. (New York Times website).
But to talk about a specific past action with a verb of sentences (see, feel, hear,
understand) we can use could.
I could/ was able to/ managed to understand most of what he said.
• In negative sentences and questions we can use could, was/were able to and managed to.
I´m sorry I couldn´t/ wasn´t able to/ didn´t manage to come to the restaurant last
night.
I couldn´t/ wasn´t able to/ didn´t manage to understand what he meant.
Could you/ were you able to/ Did you manage to deal with the problem?

D Will and willingness

• Will is an auxiliary verb used to refer to the future. But will also has modal uses that can
refer to the present or the future.
• Will can be used for instant comments made at the moment of speaking.
I think I´ll go home now (A spontaneous decision)
I´ll give you a lift to the station (An offer of help)
I´ll give you my full support in the meeting (a promise)
I´ll have the roast lamb (ordering food)

Will can also be used in questions to make a request or offer something.

Will you hold the lift for me, please? (A request)
Will you have some more coffee? (Offering something)
• In many of these examples where will refers to the present it expresses the idea of
willingness

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 2.18 Modals and related verbs 1

Exercise 1

Notes:

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2.19
Your country and city

A) What is the stereotype of your country that other people have? Is there any truth in it? Are
there regional differences in people’s characteristics?

B) Make some notes about your own country and city. Use the ideas below and add more
ideas of your own.
1. Country: regions, weather, etc.
The north/south/interior is different to the rest of the country because .
By the coast .
In the summer/winter the weather is .
If you want to come for a holiday, the best time is .
2. City: description
I live in the capital city/a small town/a large port .
Most tourists who come like to see .
Personally, I would recommend visiting .
All over the city there are a lot of very traditional .
The most modern area of the city is .
They have plans to .
3. City: culture
We have a lot of good music/theatre/opera. For example, .
My favorite museum is the . It’s got a good collection of
.
Every year there’s a festival to celebrate .
4. City: people
Most people live in the center/suburbs in house/flats.
It can take hours to get to work.
At the weekends people often .
In the summer people usually .
Young people .
Old people .
5. Local products
If you want to buy something to take back with you, I suggest .

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 2.20 Barriers to intercultural communication

Attitude

Exercise 4
Comment on these statements:
1. Globalization means that there is now one business culture everywhere in the world.
2. If they want to do business with me, then they’ll have to adapt to my culture.
3. ‘When in Rome, do as the Romans do.’
4. It’s impossible to generalize about cultures – there are so many differences.
5. Intercultural training just confirms STEREOTYPES.
6. Today I’m dealing with the Americans, tomorrow, with a group from Japan, I can’t
possibly learn all I need to know about all the cultures I have to deal with.
7. What I need when I go abroad is a list of dos and don’ts.
Comments

These statements reflect some of the attitudes which can create barriers to successful
intercultural communication.
1. Business people do share certain beliefs and values, but it is highly misleading to
believe that they are always stronger than other types of cultural influence /for
example, national culture). Even McDonalds, which tries to standardize its products,
has to adapt them to local taste, for instance, by serving lamb rather than beef
burgers in India. The pressure of globalization can also lead to the strengthening of
local identities; in Europe, for instance, the growth of the European Union is arguably
leading to the strengthening of regional identity (as in the case of Scotland). The idea
that people from different cultures can be fused together is at the heart of the concept
of the ‘melting pot’, which was widely believed in the USA until the mid-20th century.
It was succeeded by concepts of cultural pluralism, or the ‘salad bowl’, where
individual elements retain their own identity.
2. This is an ETHNOCENTRIC approach, and is unlikely to lead to success in business.
Many opportunities will be missed if this is taken into account.
The example of the use of the English language in DaimlerChrysler (see p.1)
illustrates this.
3. This is commonly used phrase, and is useful in that it stresses the importance of
considering the culture of the host. In practice, culture is so deeply rooted that it is
not possible to change one’s original culture and take on a new one.
4. Clearly, care should always be taken with generalizations, but at times they are
necessary, and they can be useful as long as allowance is made for individual
differences.

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 1. Bad intercultural training can do this. Good training avoids stereotyping, and
encourages trainees to change their view in the light of what they observe.
2. Although this is true, intercultural training can sensitize you to the sorts of factors that
may be influencing communication.
3. Simple lists of dos and don’ts are of rather limited help in making communication
successful. While they are appealing to the busy business person, really effective
intercultural interaction requires more than knowledge of a few basic facts.

Perception
Exercise 5
Look at the picture. What do you see in it?

Comments
The picture, known as Rubin’s vase, is a very famous example of how PERCEPTION
WORKS. It can be seen as a vase, or as two heads opposite each other.
Most people can’t see both at the same time, so some see the vase first and some the
heads. The fact that people perceive the same thing in different ways is particularly important
in intercultural communication. The way we perceive is culturally determines, and the
general lack of awareness of this is another barrier to intercultural communication.

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Stereotypes
A stereotype is a fixed idea or image that many people have of a particular type of person
or thing, but which is not true in reality. The word comes from printing, where it was used to
describe the printing plate used to produce the same image over and over again.

Generalizations and categories are necessary, but when they are too rigid they can be
barrier to the effective interpretation of situation. In intercultural communication, in particular,
it is vital to distinguish between what is part of a person’s cultural background and what is
part of their personality.

In Figure 1.3, Hofstede uses the model of the pyramid to illustrate ‘three levels of uniqueness
in human mental programming’. Every person is in some way like all other people, some, or
none.

Figure 1.3: Levels of uniqueness (Hofstede 1991)

We do and think some things because we are humans: for instance, we want to sleep, eat,
and survive. These are universal and inherited characteristics. We also do and think some
things because of our culture: this might determine, for instance, when we eat and sleep and
how far we try to survive. These are characteristics which are specific to a particular group
of people, and are learnt.
We also do and think some things because our individual personality. These characteristics
are specific to us as individuals, and are both inherited and learnt. When trying to understand
the behavior of a person it is important to consider all of these three levels.

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Within a culture there will be range of attitudes beliefs, values, and behavior. It is possible
to generalize about a culture; but care should be taken in applying those generalizations to
individuals. When we meet an individual we can’t tell where they are on the range (see
Figure 1.4).

Figure 1.4: How attitudes and beliefs are distributed

Exercise 6
Look at the postcard ‘The perfect European’ and comment on the stereotype

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Jonathan Swift wrote in 1725:
‘I have ever hated all nations, professions and communities, and all my love is towards
individuals. . . But principally, I hate and detest that animal called Man, although I heartily
love John, Peter, Thomas and so forth.’

Interpretation
What is the communication problem here?

Exercise 7
A Japanese businessman is negotiating with a Norwegian partner. The Japanese says that
the deal will be very difficult. The Norwegian asks how her company can help to solve the
problems. The Japanese is puzzled by the question.
(Adapted from Adler 1997:70)

Suggested answer
For de Japanese, the message was quite clear. For him, the statement that it would be
difficult meant that there would be no deal. He expressed this INDIRECTLY, to be polite,
and to avoid ‘loss of FACE’. The Norwegian not being aware of this thought that there were
some problems that could be resolved.

This is a case of misinterpretation, in which the two people have interpreted the same
statement in completely different ways.

Gudykunst (1994: 129-36) suggests three ways of checking our interpretation of the other
people’s behavior.

1. Perception checking
The aim of perception checking is to ensure that our interpretation of the other people’s
behavior is what he or she meant it to be. First we have to describe what we thought the
other person meant, before asking if this interpretation is correct. Even this process is
culturally determined, and for people from some cultures could be too direct. ‘If you are
an INDIVIDUALISTS communicating with a COLLECTIVIST, it is important to keep in
mind that collectivists may not feel comfortable answering direct questions. In this case
you may have to ask your perception checking questions more indirectly.’
2. Listening effectively
It is important to distinguish between hearing (the physical process) and listening, which
involves much more attention, and includes absorbing new information, checking it with
what you already know, categorizing it, selecting ideas, and predicting what is coming
next. Active listening involves showing the speaker that we are involved in the
conversation trying

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 to understand, and to understand them better (by asking questions, for instance, or
restating what they have said).

3. Giving feedback
This is the verbal or non-verbal response to the others. Again, the ways feedback is
given vary widely across cultures, but it is often useful to follow the following
guidelines:
• Be specific.
• Separate the feedback from the person.
• Present the problem as a mutual one.
• Mix negative with positive feedback.
• Provide feedback at an appropriate time.
• Use ‘I’ statements wherever possible.

Culture shock
Oberg described CULTURE SHOCK as follows:

Culture shock is precipitated by the anxiety that results from losing all our familiar signs
and symbols of social intercourse. These signs or cues include the thousand and one
ways in which we orient ourselves to the situation of daily life: when to shake hands and
what to say when we meet people, when and how to give tips, how to give orders to
servants, how to make purchases, when to accept and when to refused invitations, when
to take statements seriously, and when not. Now these cues, which may be words,
gestures, facial expressions, customs, or norms, are acquired by all of us in the course
of growing up, and are as much a part of our culture as the language we speak, or the
beliefs we accept. All of us depend for our peace of mind and our efficiency on hundreds
of these cues, even though we are often not consciously aware of them.

Some of the symptoms of culture shock are: excessive washing of the hands; excessive
concern over drinking water, food, dishes, and bedding; fear of physical contact with
attendants or servants; the absent, far-away stare (sometimes called ‘the tropical stare’);
feeling of the helplessness and a desire for dependence on long-term residents of one’s
own nationality; fits of anger over delays and other minor frustrations; delay and outright
refusal to learn the language of the host country; excessive fear of being cheated, robbed,
and injured; excessive concern over minor pains and eruptions of the skin; and, finally,
that terrible longing to be back home, to be able to have a good cup of coffee and a piece
of apple pie, to walk into that corner drugstore, to visit one’s relatives, and in general, to
talk to people who really make sense.
(Oberg 1960: 176, quoted in Furnham and Bochner 1986:48)

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NOTES

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NEW WORDS

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 BIBLIOGRAPHY

Paul Emmerson, Business Grammar Builder (For class and

self study) Macmillan, Oxford, 2002, 272 pages.

Paul Emmerson, business Builder, McMillan, Oxford, 1999,

3.8 units.

Robert Gibson, Intercultural business communication,

Oxford university press, Oxford New York, 2002, 111
pages.

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