UNIT OBJECTIVES

■ talk about neatness and messiness

talk about side projects
SMALL THINGS
MATTER
■
■ suggest and show interest in ideas
■ write a complaint letter
■ make a podcast on ways to reduce stress

START SPEAKING
A What can you tell about the person who works here? What objects were used to make the work area more
practical and personalized?

B How do you make your work area more practical?

How do you personalize it?
EXPERT
C In what other areas of your life can you use small SPEAKER
things to make them more pleasant or personal Are any of Jacqueline’s
(e.g., wallpaper on your phone)? How do these examples similar to yours?
items make a difference? How do they make
you feel? Tell your partner. For ideas, watch
Jacqueline’s video.

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8.1 ANNOYING LITTLE LESSON OBJECTIVE
■ talk about neatness and

THINGS messiness

1 LANGUAGE IN CONTEXT
A PAIR WORK Think about the best thing about growing up in your family home. Tell your partner what your
family does that you love and appreciate. What little things do they do that annoy you?

B 2.10 In an episode of a TV show called You Should Talk!, family members talk about living with each other.
Read and listen. What annoying habits do Nicole and Paul have?

2.10 Audio script

Host So, Nicole and Paul, who’s more disorganized?

Paul Definitely Nicole. Like, the other night, we were supposed to meet some
friends at seven, and Nicole was going to drive us. We were about to leave
the house, but she couldn’t find her keys – as usual. We normally hang
them up on the wall by the front door.
Nicole Yeah, Paul likes to line up all the keys from the biggest to the smallest.
He also puts his books in alphabetical order, and his desk is always
organized with all his office stuff …
Paul OK, OK, but we’re talking about you right now. Her keys were bound
to be in the house somewhere, so we were forced to go room by room
looking for them. Eventually she found them. They were tangled up
with some earphones in the pocket of some jeans. Unbelievable!
Nicole You should talk! At least my jeans were in the closet – unlike your shoes!
Host Wait. A minute ago, you were saying how Paul arranges keys and books
neatly. And now I’m hearing he leaves his shoes all over the place?
Nicole Yes! I mean, they’re not all jumbled up. They’re sure to be neatly placed
side by side on the floor, but they’re everywhere!
Paul At least I don’t throw my clothes on the floor, like some people I know.
I fold them neatly and put them in a pile on the chair by my bed.
Nicole Yeah. Even when he doesn’t put things away, he does it neatly!

C 2.10 PAIR WORK THINK CRITICALLY Read and listen again. Who would INSIDER ENGLISH
you find more annoying to live with? Why do you think people get annoyed
over small, silly things? What compromises do we need to make when living Say You should talk to mean “You
with other people? are guilty of the same behavior
you have just criticized.”

2 VOCABULARY: Describing neatness and messiness

A 2.11 Look at the expressions in bold in the text. Which do we use to talk about things that are neat, messy,
or both? Copy the chart and complete it. Then listen and check your work.

Neat Messy Both

B Now go to page 147. Do the vocabulary exercises for 8.1.

C PAIR WORK What expressions from the box can you use to describe yourself? Which ones can you use to
describe the person or people you live with? Can you give some example situations to illustrate?
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3 GRAMMAR: Modal-like expressions with be
A Read the sentences in the grammar box. Match the expressions (1–4) to the descriptions (a–d).

Modal-like expressions with be

We were supposed to meet some friends at seven.
We were about to leave the house, but she couldn’t find her keys.
Her keys were bound to be in the house somewhere.
We were forced to go room by room looking for them.
They’re sure to be neatly placed side by side on the floor.

1 be supposed to a be made to do something we don’t want to

2 be about to b be certain to do something or to happen
3 be bound to / be sure to c be expected to happen because it was arranged
4 be forced to d be going to do something very soon

B Now go to page 136. Look at the grammar chart and do the grammar exercise for 8.1.

C Imagine you have a terrible roommate who is messy and disorganized. Make a list of complaints about him
or her using modal-like expressions with be, the prompts, and some ideas of your own. Then compare with a
partner. Whose roommate is more annoying?
1 not wiping feet when it rains
He’s sure to walk in without wiping his feet, so I’m forced to clean up the muddy floor.
2 putting away clean dishes
3 cleaning up after a party
4 throwing towels on the floor
5 losing keys to the apartment

4 SPEAKING
A PAIR WORK Imagine the terrible roommate you described in exercise 3C is gone, and you are looking for a
new one. With a partner, try to agree on some house rules for your future roommate.

OK, first, pay your rent on time. Yeah, and don’t just throw the
Second, hang up your clothes. dishes in the sink. Wash them right
Don’t leave them all over the place. away, or they’re bound to smell bad.

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 8.2
LESSON OBJECTIVE

SIDE PROJECTS ■ talk about side projects

1 LANGUAGE IN CONTEXT
A Look at the title of Max’s blog. What do you think it means? Then read the blog. What’s (1) a side project,
(2) Kyle’s side project, (3) Max’s side project?

HOME ABOUT BLOG CONTACT US

My friend Kyle

LIVING YOUR
DREAMS
(On the side)

by FilmGuyMax

Do you have a side project? You know, the I’m a film studies student, and my side project is making
thing you do that isn’t your real job but you do a documentary about college. I’m filming it little by little,
it because you love it? Side projects are often and eventually I’m going to edit it into an hour-long show.
creative, but they’re more than a hobby. My It’ll be a surprise for my friends because I’m not showing
friend Kyle, for example, is a mechanic, and in his it to them until it’s done. But this side project has another
free time he repairs old bikes for a kids’ charity. purpose. In a couple of years, I’ll be looking for a job, and
It’s work, but not work. He does it because he this video is going to be a useful example of my skills as
thoroughly enjoys it. And that’s the great thing a filmmaker. If things go smoothly, I might start my own
about a side project. It won’t cause you stress video production business one day. So, as I work on my
but will give you a real sense of satisfaction. And video, I’ll also be moving steadily toward that goal. But
unlike a job, you can usually do things at your if things don’t go as expected, at least I’ll have a nice
own pace and on your own time. souvenir of my college years.

B Read the blog again. What are the benefits of a side project? How will Max’s side project be useful to him?

C PAIR WORK What side projects do you or the people you know have? Do you think they will help you to
achieve your dreams?

2 VOCABULARY: Talking about progress

A 2.12 PAIR WORK Look at the expressions in the box. What do they mean? Use a dictionary, your phone,
FIND IT or the context in the blog to help you. Which were used in the blog post? Which ones have a similar meaning?
Then listen to the definitions and check your work.

as expected at my own pace effectively efficiently

little by little on my own time smoothly steadily
successfully thoroughly with difficulty with ease

B Now go to page 148. Do the vocabulary exercises for 8.2.

C PAIR WORK THINK CRITICALLY Compare main occupations with side projects. What are their pros and cons?
What are the differences in (a) how we work on them and (b) how we feel about them?
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3 GRAMMAR: Future forms
A Read the sentences in the grammar box. Circle the correct options to complete the rules.

Future forms
It won’t cause you stress but will give you a real sense of satisfaction.
Eventually I’m going to edit it.
I’m not showing it to them until it’s done.
In a couple of years, I’ll be looking for a job.
This video is going to be a useful example of my skills as a filmmaker.
If things go smoothly, I might start my own video production business one day.

1 Use be going to, will, or don’t / won’t for predictions, expectations, or guesses about the future.
2 Use be going to or the present continuous / simple present for future plans and intentions.
3 Use will + be + verb + -ing for an action in progress / a finished action at a time in the future.
4 Use might, may, or could when you’re certain / uncertain about the future.

B Now go to page 136. Look at the grammar chart and

ACCURACY CHECK
do the grammar exercise for 8.2.

C Write six sentences on plans and predictions about your Use the future continuous, not the
work, studies, or side projects. Use a different future form present continuous, for an action in
progress in the future.
from exercise 3A in each sentence. Check your accuracy. Then
compare with a partner. Are any of your predictions similar? In a couple of years, I’m looking for a job. ✗
In a couple of years, I’ll be looking for
a job. ✓
4 SPEAKING
A PAIR WORK Choose a side project from the list below or your own idea. Think about how it will fit with your
short-term and long-term plans, ambitions, or goals. Is it linked to your career in any way? Then tell each other
about your side project. Ask questions to find out more. For ideas, watch Jacqueline’s video.

create an app do a podcast grow plants

improve your cooking skills make jewelry or furniture play in a band
start an English speaking group write a blog write a children’s book

I’m studying to become a teacher, but my side project is learning to

play the guitar. Right now, I’m practicing the basics little by little,
but in several months, I’ll be successfully playing songs. Maybe I
could even be a guitar teacher someday. It’s going to be fun!

EXPERT
SPEAKER
Is Jacqueline’s side project
something you’d ever do?
Why or why not?

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8.3
LESSON OBJECTIVE

THE LITTLE TOUCHES ■ suggest and show interest

in ideas

A B

1 LISTENING
A 2.13 PAIR WORK Look at the pictures. What kind of event do you think the items in picture A would be
good for? What can you see in picture B? Are you sure? Then listen to a podcast about event planning and check
your answers.

B 2.13 RECOGNIZE EMPHASIS Listen again. The speakers emphasize the following words. Does the emphasis
for each word (a) show a contrasting idea or (b) mean very?
1 and small 3 complex 5 such
2 awesome 4 the birthday girl 6 really

C 2.13 PAIR WORK THINK CRITICALLY Listen again. What ideas do the speakers have for “little touches”?
Do you like the ideas? What kind of things, do you think, make events special and memorable? What kind of
things are not worth the trouble? Why?

2 PRONUNCIATION: Listening for emphasis

A 2.14 Listen to the emphasis on the underlined words.
Plan all types of events – big and small   That’s an awesome idea.   Or it can be a complex theme like travel.

B 2.15 Listen and underline the words that are emphasized.

1 Well, the birthday girl loved it, but not everyone 3 And it really is the little things they remember.
likes strawberries.
2 That’s such a terrific idea.

C Circle the correct options to complete the sentences.

When we want to show emphasis, we put the main stress on the word we want to emphasize. We usually do this by
using a higher / lower pitch on this word. The main stress can / cannot include functional words like determiners.
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 3 SPEAKING SKILLS
A 2.13 Complete the expressions from the conversation in exercise 1B on page 80. Then decide if they are
used to suggest an idea or to show interest in an idea. Write S (suggest) or Sh (show). Listen to the podcast
again to check.

Suggest and show interest in ideas

1 One/Another you/we can do is … 5 I everyone loved / will love that!
2 That’s a terrific / an awesome idea. 6 It never to …
3 What a idea! 7 That’s always considering.
4 … always goes well. 8 … is a good to approach it.

B PAIR WORK You’re planning a small summer party for your classmates. Complete the conversation with your
own ideas. Then compare with another pair. Which of their ideas would you like to use?
A Do you have any ideas for the party?
B Well, I think 1 is a good way to approach it. Actually,
2
always goes over well.
A That’s 3 idea. Also, it never hurts to 4 .
B True, and another thing we can do is 5
.
A Yeah, that’s always worth considering. And how about 6
?

4 PRONUNCIATION: Saying words that show a contrast

A 2.16 Listen to the recording. Can you hear the pitch change on one key word in each sentence?
Underline these words.
1 I bet everyone loved that! 3 Her birthday’s not in March, it’s in April.
2 Well, most people did.

B 2.17 Underline the words that show a contrast. Listen and check your work. Then repeat the sentences.
1 It wasn’t her birthday, it was his. 3 Shall we get a present or give her some money?
2 I don’t have any ideas, but Diego does. 4 He didn’t just like it, he loved it!

C PAIR WORK One student says a sentence. The other replies with a contrast.
1 Let’s drive to the party. 2 We’ll celebrate at home. 4 Wasn’t she wearing the red dress?
No, we’ll walk. 3 Tom will be late. 5 The party finishes at ten.

5 SPEAKING
A GROUP WORK You are planning an event together. Choose
FIND IT an idea in the box. Talk about the theme, music, decorations,
and food you’ll have. Include little touches to make the event
special. You can check online for ideas.

a birthday party for a child a company dinner

a family reunion a graduation party

B Describe your plan to the class. Which is the most entertaining?

OK, let’s plan a company dinner. I think choosing an

interesting theme is a good way to approach it.

OK, well, a beach theme always goes over well. One

thing we can do is give everyone sunglasses to wear.
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8.4 A SMILE GOES LESSON OBJECTIVE
■ write a complaint letter

A LONG WAY
1 READING
A Have you ever made a formal complaint? What was the problem?
Was your complaint effective?

B IDENTIFY WRITER’S PURPOSE Read the article. What’s its purpose?

What specific examples of customer problems does the writer
mention? Which are valid reasons for complaints?

Do you have a problem with a product, service, or company? It might be

time to make a formal complaint. Anna Tims, a writer who focuses on
consumer affairs, offers a list of tips for successful complaining. The secret
is getting a lot of small things right.

HOW TO COMPLAIN EFFECTIVELY

Most large companies get hundreds of complaints – some silly and some serious. No matter how important your complaint is to you, it
will just be added to a pile of complaints that a stressed-out customer service worker needs to read. So to be sure it makes the biggest
impact, you must know how to state your complaint effectively. Follow these steps, and you’re bound to get your problems solved.

MAKE SURE YOUR COMPLAINT IS VALID KEEP COPIES

Your concern needs to be realistic. For example, if fees for ending a Make copies of all relevant documents – such as receipts,
cell phone service contract early stop you from going to a cheaper cell bank statements, order forms, and advertisements – and
phone service provider, that’s too bad. You should have understood include them to support your complaint. If you want a new
the contract. If, however, you have received poor service, you have the but stained couch replaced, include a photo of the damage.
right to end your contract early. Or if you dropped your product and
then stepped on it accidentally, it’s your fault. But if a product breaks CHECK YOUR SPELLING
when you set it down gently, it’s sure to be faulty. Carelessly written letters suggest you are as sloppy as the
company you are complaining about.
FIGURE OUT WHAT YOU WANT TO ACHIEVE
Do you want a refund, a replacement, or simply an apology? If you BE POLITE AND REASONABLE
want a refund, you have to act quickly or you might lose your right to Whether you are writing or calling, stay calm. Anger will give
one. If you complain by phone, make a note of who you spoke to and companies an excuse to refuse to deal with you.
when, and follow up the call with a letter restating your complaint NAME NAMES
and the response you got on the phone. Do the same if you sent the If you mention the unhelpful attitude of, for example, a store
complaint through the company’s website, so you have a record of it. manager or customer service representative, try to include
ALWAYS ADDRESS A LETTER TO A SPECIFIC PERSON their names.
It is best to start with the customer service manager. (If you aim too SET A DEADLINE
high – for example, the company president – you will be waiting while Give the company a deadline for sending a useful response –
your letter is passed around until it reaches the right person.) Find out 14 days is fair. Make a note of the date so you can increase
the manager’s name and use their full title – Dr., Mr., Mrs., or Ms. A the pressure if it is missed.
little thing like using someone’s name can make a big impression.
MAKE SURE YOUR COMPLAINT ARRIVES
INCLUDE YOUR DETAILS Send all letters by certified mail or special delivery so the
Remember to include your full name, address, and any order or company can’t deny receiving them. If you use email, ask the
reference numbers near the top of the letter. If a company can’t easily person to confirm once they get it.
find you in their system, they may not respond.
GLOSSARY
Adapted from an article by Anna Tims in The Guardian consumer affairs (n) a system related to protecting
people who buy products and services
C Read the article again. Which points apply to (1) both a complaint faulty (adj) not perfectly made or does not
letter and a phone call and (2) only a complaint letter? work correctly
sloppy (adj) not being careful or making an effort
D PAIR WORK THINK CRITICALLY Which three points in the article
do you think would be the most effective? Why? Are there any
points that won’t have an effect? Why not?
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2 WRITING
A Read Karen’s letter to the customer service manager of Markus Appliances. What’s the problem?
Why is she not happy with the sales manager’s response? What does she want?

Reply Forward
To: Mr. Edwards REGISTER CHECK
From: Karen Rebecca Mason
Subject: RE: Faulty SUPERWASH Washing Machine, model number RGM205
In formal written complaints, we
often use expressions like I find,
Dear Mr. Edwards, I feel, I believe, or I think to make
I am writing to complain about the above washing machine, which I bought during your statements less direct and more
Summer Sale on July 15. I purchased it for $175.99 at the Main Street branch of Markus polite.
Appliances and include a copy of the receipt as proof of purchase.
Direct
After the machine was delivered, I tried to use it, but it wouldn’t turn on. I checked the
connection, which was fine, but the machine had no power. I immediately returned
This is unacceptable.
to the store and explained the problem to the sales manager, Rob Clark. At first, he Mr. Clark should be friendlier.
suggested there was something wrong with the power in my house. When I insisted Less direct
that the machine was faulty, he said, “Sorry, but you bought it during the half-price sale. I find this unacceptable.
We don’t accept the return of sale items.”
I feel Mr. Clark should be friendlier.
I find this unacceptable. First, the item is obviously faulty. Second, your company
advertisement (copy included) states that you accept all returns without question. I believe
that includes sale items. Third, I feel Mr. Clark should be friendlier. It’s a small thing, but a
smile goes a long way.
I would like your company to pick up the washing machine from my house and send me
a refund of $175.99. I look forward to hearing from you within the next ten days.
Sincerely,
Karen Rebecca Mason

B PAIR WORK THINK CRITICALLY Which of the tips in the article in exercise 1A on page 82 did Karen follow?

C AVOID RUN-ON SENTENCES AND SENTENCE FRAGMENTS Read about two kinds of sentences to avoid in more
formal writing. Look at the examples below. How could the sentences be improved? Then find good versions of
each in Karen’s letter in exercise 2A.
Run-on sentences (They go on and on.)
1 I am writing to complain about the above washing machine, which I bought during
your Summer Sale on July 15 for $175.99 at the Main Street branch of Markus
Appliances and for which I include a copy of the receipt as proof of purchase.
Sentence fragments (Incomplete sentences)
2 Went back to the store. Explained problem to sales manager Rob Clark.
3 Unacceptable. First, obviously faulty.

WRITE IT
D PLAN You’re going to write a complaint letter. Choose an idea in the box or something you experienced
yourself. With a partner, describe the problem and how you want the company to solve it. Then look at the
letter in exercise 2A. What type of information should each paragraph contain in a complaint letter? How will
you start and end the letter?

a bad restaurant meal a broken or faulty item or package

poor customer service an item that’s different from the advertisement

E Write your complaint letter.

F PAIR WORK Exchange your letters of complaint.

How effective is your partner’s letter?

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8.5 TIME TO SPEAK LESSON OBJECTIVE
■ make a podcast on ways to

The key to less stress

reduce stress

NOT STRESSED AT ALL VERY STRESSED

A DISCUSS How stressed are you? Where would you put yourself on the
scale above? Would you say most of your stress is caused by one or two
big things or a number of small things? In pairs, discuss examples of big
and small things that can make you feel stressed. For ideas look at the
pictures. Add four ideas of your own.

B Compare your ideas with other pairs. Find out common causes of stress.

C DECIDE Which of the causes of stress from part B can be reduced by

taking simple actions? What actions can be taken? With your partner from
part A, discuss the ideas in the box and your own ideas. Then choose your
top three effective and simple actions.

SIMPLE ACTIONS TO REDUCE STRESS:

Delete it. Don’t read it. Don’t reply.
Make “to-do” lists. Do it right away. Get up earlier.
Go to bed later. Say “No!” Discuss the problem.

D PREPARE You’re going to present your actions in a short podcast.

Plan: (1) the introduction, (2) your actions and the reasons why you think
they’re simple and effective (give some examples), and (3) the conclusion.
You can take notes.

E PRESENT Present your podcast to the class. Answer any questions

about it.

F AGREE The class compares the podcasts and chooses two that have
the best ideas and are well presented.

To check your progress, go to page 155.

USEFUL PHRASES
DECIDE PREPARE
One/Another thing you could do is … If you do this, you’re bound to / sure to …
It never hurts to … You’re going to …
… is always worth considering. You might …
… is a good way to approach it. You’ll be + verb + -ing …

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