Professional English Business - Intermediate

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    siona Eng ish: In term edia te .

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    "II.II!iOll Idllcalloll 111I1Ih~dI ,lilillllll,11 ( " i I , 'I LlllI'w1, ', ," (,M: '() :'," , I 111Jldlld,11111\', '"" I,II, 'r I (:Oll1panleS throughout the world,

    I II: ,I pllhllshed 1997 under the title Test Your Business English: Intermediate1111:;edition published 2002

    SI3cond impression, 2003

    Text copyright Steve Flinders 1997, 2002Designed and typeset by Pantek Arts Ltd, Maldstof1(~, KentTest Your format devised by Peter Watcyn-JonesIllustrations by Roger Fereday and Anthony SeldoflPrinted in ChinaSWTC/02

    All nghts reserved; no part of this publication nl.1Y / J ( ' wpro(iuce(i, stou! ((I ./ I'{lIevalsystem, or transmitted in any form or by any /I)()(IIIS, ('Inctrolllc, 11) (' 1' // ,11111 " I/ ,photocopying, recording or otherwise, without fill' pili" Willian pI 'II III,',: ,lUll II I II II'Publishers,

    AcknowledgementsMany thanks to John Fagan and Bob Dlgn8n al YOI" /v. ,I)u,\II", 1(\1 liluH advice on thecontent of this edition, and to Mathieu, Jerome ;1I)( I I "" 'I 1,',\ kn 1111'1telp With theAnswers and the Word list,

    Published by F'r)arson Education Limited in as~;()('I, 1 /11111illi I" '1lquln Books Ltd, bothcornpamcs be1l1~1subsidiaries of Pearson pic,

    lor i1C;Olllplull' 11',1of Ihe titles available from PIHllJlIlI1 I IHjllSi1 plUilSD Visit ourwdJslle nl WWW.I .. ll(]lllnenglish.com. or wnte to YUill It)( dl I~Hnl son Education

    office or to: f'('llIJIIIII English Marketing Department, ~)U;H';(lIl I ctucanon,I (illlllllr~lh Gate, Harlow, Essex CM20 2,JL

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    ContentsIo the student v 27 Idioms 36Section 1 Business and you 28 Business Initials 381 Your Interview 29 Figures 402 Your education 2 30 Sexist language 423 Your experience 44 Your Job 6 Section 5 Business management5 Your responsibilities 7 31 Business problems 436 Your pay 8 32 Business principles 447 Your pension 9 33 Business cliches 468 Your computer 10 34 BUSiness ratios 48

    35 BUSiness strategy 50Section 2 Business language9 36 Project management 52BUSiness verbs 1 1110 37 Management development 54BUSiness verbs 2 1211 38 The management conference 56BUSiness verbs 3 1312 BUSiness verbs and nouns 14 Section 6 Business communication13 BUSiness adjectives and nouns 16 39 Presentations 1 5814 BUSiness adverbs 18 40 Presentations 2 6015 BUSiness prepositions 19 41 Meetings 6216 BUSiness word buildmq 20 42 Telephoning 64Section 3 Areas of business 43 Sociahzinq 6617 BUSiness sectors 21 44 Letters 6818 Production 22 45 E-mail 7019 Marketing 24 46 BUSiness forms and documents 7220 Human resources 2621 Trade 28 Section 7 Background to business22 47 Geography 73Finance 3023 Facmtres 31

    48 Politics 7449 The economy 76

    Section 4 Business expressions 50 SOCial Issues 7824 Problem pairs 32 51 Travel and transport 8025 Word families 34 52 Entertainment and media 8226 Opposites 35 53 Tax 84

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    Section 8 Busrness In thetwenty-first century54 The Internet 8655 Customer service 8756 Business culture 8857 Learning 9058 Organization 9159 Managing yourself 9260 Business challenges 94

    Answers 95Word list 101

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    To the studentI )() you work In business and use English In your Job? Or are you a businesstudent? Whatever your background, If you need to Improve your businessI nqhsh the tests In this book will help Designed to accompany Test YourI 'rofesslonal English Business General, they will check your knowledge ofmore business words and essential business expressions so that you canunderstand and communicate more effectively and confidentlyIhere are eight sections In the book The first section tests your ability to talkibout yourself and your background to say who you are and talk about yourbusiness role and expenence The other seven sections each cover a differentaspect of business - from business language and communication to businessIn the twenty first century You can work through the book from beginning toend or you can work first on the tests which are most Important to youMany tests also have tips (advice) on language and language learning, andInformation about business Do read these explanations and tips they arethere to help youTo make the book more challenging and more fun, many different kinds of testare used, Including gap-filling, word families, multiple choice and crosswordsThere ISa key at the back of the book so that you can check your answers,and a word list to help you revise key vocabularyYour vocabulary ISan essential resource for effective communication It ISImportant to remember that the more words you know, the more you can sayand the more you can understand These tests can help you check what youknow and develop your knowledge of new concepts and terms In a structuredand systematic way This book can help you significantly Increase yourbusiness vocabularySteve Flinders

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    rho 11111sonos consists 01 :II ':,I YIHII I )1111:;:;11111,I I I Ii lid I: AccoLJntingII d YI > l II I 'II ) Ii ::;:;Il )1d I IIIJII~;II: f3usiness GeneralI());I Y(HII I '11>i()););IIHlc)1llqlish: Business IntermediateI(d YOLJrI '1()1()ssiolial English: FinanceI()sl Your Protossional English: Hotel and CateringTest Your Professional English: Lawfest Your Professional English: ManagementTest Your Professional English: MarketingTest Your Professional English: MedicalTest Your Professional English: Secretarial

    Alison PohlSteve FlindersSteve FlindersSirnon SweeneyAlison PohlNick Brieger~;imon SweeneySimon SweeneyAlison PohlAlison Pohl

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    1 Yo ur in terviewComplete the Interview questions with words from the box

    achievement approach get good know learnoffer plan sortike look for

    strengthsmotivates

    weaknesses work

    1 Tell me about yourself.2 Why should we you the job?3 What is your major ?4 What are you at?5 What ot person are you?6 What are your _ and ?7 What do you ___ about our organization?8 How would you9 How do you things done?10 What do you IIIa manager?11 What

    ____ this job?

    ____ you?12 Do you like to in a team or on your own?13 What do you best about your current job?14 What did you in your last job?15 How long would you to stay with this company?

    p Here are some other questions you can prepare to ask or answer In a JobInterviewHow Important ISwork to you?What sort of salary are you expecting?What Willyou do If you don't get tiue job?

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    yo u r educatio nMII('I,I (1,1111.11\ ,11" ll~, . tboul her educational background. Complete each: ,(~Iit ~I1(;(~willi 01\(' ( ) f Ule words or phrases from the box below. You will need10 put tile verbs mto the right tense. (You can then make similar sentencesabout your own education and qualifications - academic and professional.)

    apply degree graduate (verb) qrilill I1I!j18r degreejob option PhD piau) f Hili" IIY ~ ; ( :heel-

    thesis secondary school stav ()I I : .ludv subject

    1 I started at pr imarY_~c:boof ill Ioldol when I was five.2 At the age of 11, I went Oil I() , also in London.3 At 17,1 _ 1011111\'1'1\11\

    4 1 got aEngineering.

    ,II tvLIIIIIIl'\II'1 10

    5 But at the end of the tir\l Yl'ar I IlldIlt:('(1 10 .mother

    6 from univervitv III 1'1'1/.

    7 1 have a first-class _ III IIIlIIOlllic).8 Idecided to _ ,I I 11111\'1'1\11\9 So Idid a _

    University of California.ill IlIl\iIH\\ :\dllllll\lldioJ at the

    10 During the course, Idid an . IH I \111,111 illl

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    11 I louuc] IIll' lopit \0 illterl'\tillg that I applied lor a_________ ~_ to do a doctorate on the same subject.

    12 Once I had got the money, I had to write a SO,OOO-word

    13 So now I have a BA, an MBAand a

    14 All I need now is a _

    p People who do well in their examinations ('exams') at school or atuniversity usually have good academic qualifications. In Britain and theUSA, the most common university qualifications are a BA (Bachelor of Arts)or BSc (Bachelor of Science) after three years and an MA (Master of Arts) orMSc (Master of Science) after another one or two years. Many people inbusiness also have some kind of professional qualification and for somejobs you must have such a qualification.When students get grants from the government, they keep the money.When they get loans, they have to pay the money back later.

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    Yo ur experienceCharlie KlIll tells us about his professional history up to now. Complete thesentences with verbs from the box. Make sure the verbs are in the right tense.

    buy drop outsell

    joinset up

    look after movespend take off

    promotewrite

    run

    Iwent to college in the States but got bored xo I dropped outafter two years without a degree.

    2 ___ . a company making computer games.3 After six months J was __ ..... to (he post of chief games

    designer.4 _______ two yl'ar~ there Iv,IIllillg (he business.5 Then I (0 a higgl'1 g.lIIH\ c ompany for more

    money but Ihated it.6 So Idecided to __ .... mv OWIl . ompany,7 With my partner, Mario ( :""( ('1, I (0

    for a game called Sudden I rc at!.___ the software

    8 It a million (opi('\ ill 11\ Iirvl year.9 We _

    money we made.auorhcr g,III1('\ I ()IIIJ>.IIlYin Japan with the

    10 Now I (Ill' (,Olllp,IIIY ill (II(' States.11 And Mario (IH' IOlllJ>,IIIY III lapan.12 Now I'd like (0 .I Y(.I1 to learnabout web ...ll' dl...gll.

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    'He says he wants his own company but he wants to get some workexperience with us first.'

    p Fewer people today think they will have lifetime employment with the samecompany. Companies are quicker to let people go and so people changejobs more often.Section 1 Business and you 5

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    yo ur Jo bM lid I lilt ~11.lII](:; ,Hid utlos (1-11) with the job descriptions (a-k).1 Charley Simpson a We have two teams calling

    Civil Engineer possible clients to fix meetingswith the reps.2 Sarah Whitaker

    General Practitioner b We try to ada pi our coursesto the lH'l'(h 01 (';Ich3 Sidney Mole individual 1e.1I1ll'r.

    Bank Manager C We dl';i1 wi Iii 1I1()~tusers'probkm-, hv phone.4 Mary Somerville

    Management Consultant d l hav IIll' biology chair.e W(' do m.rinly children's5 Professor Alan Stevens Ii 111'\.11Hid icl ionaries.

    f WI' cx.uuiu and (usually)6 Rosemary MellPublisher .111111(1\'(' ((lIl1pany accounts.9 I 11.1\(' . 1 1 ) ( 1I111,,500 patients

    7 Jack Castle Oil 111\ 11\1.Sales Representative h I \1)('( l.tll/(, i II advising

    8 Sally Blunkett Oil 11I.1I1.1~~(IIIl'nteportingTelesales Manager \\'\1('111\,

    W(' .IIl' ,tlW.IV\ ready to9 Alan Murphy dh( 11\\ 1('lItiillg possibilities

    Technical Support wit h (1I11(1Il'IIh.10 I vivn III\' ( 11l'1I1\two or threeSusan Reed

    Trainer lillll'\.1 \'1'.11101('11them aboutOUI 1.111'\1P" lIlllCh.11 Caroline Bevan k I hu i Id 11IId)~.\

    Auditor

    p Civil servants are people who work for the OOV(HIH,nOIlI,ll llu: civil service.A rep is a sales representative.A general pracfiti()lIo/ I:; ;1 III(~' k; IIdoctor.What is your job titI~ in English? What do you reply when poopk: ;18kyou:'What do you do?'. It is very important to be able to say what YOII do inEnglish. Practise!

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    You r respo nsib ilities:;lcJnuyCarton is talking about his job responsibilities but is having problemswith his prepositions. Complete the following sentences with a prepositiontrom the box, where necessary. You need some of the prepositions more thanonce. Some of the sentences do not need an extra word. You can then makesimilar sentences about your own job responsibilities.

    after in on out to with

    I head --- the marketing department at Power Enterprises.2 I report directly Mr Power himself.3 I look a department of about 30 people.4 I deal all the major aspects of the company's

    marketing strategy.5 I liaise the other members of the management

    committee.6 I listen carefully what our customers say.7 I handle one or two of the major accounts myself.8 I'm working a very important account at the moment.9 I also monitor the general situation in the market place.10 We carry market surveys regularly.11 We test new products on groups of consumers.12 I am also involved one or two of Mr Power's takeover

    projects.

    p To talk about the person above you in the organization, you can also say:I answer to Mr Power.To talk about your colleagues, you can also say:I work with Marcelle Joubert and Jesus Degas.

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    '-' your payMII(llf HII I()II II ( I i fl IYlllent (1- 11) with the right person (a-k)

    gldlll h a author2 \alary b senior manager3 wage c 1,11

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    ( Your pensionJuanita Hernandez has just joined Nice Cream Inc. She is reading about herpension in the documentation the Human Resources Manager gave her. Fill inthe missing words from the box.

    average earnings board bridgingcontributory early retirement fund

    f 1 l a A - portable retire

    brokersholidaytrustees

    contributionlump sum

    Welcome to Nice Cream. This sheet gives you information about yourNice Cream pension (1) planYour Nice Cream pension is fully (2) , so if youdecide to leave the company, you can take your pension with you.The Nice Cream scheme is a (3) one. This meansthat every month you pay a (4) into the companypension (5) and the company pays an equalamount. You can choose how much you pay and you can also pay intothe scheme a (6) of any size at any time. If thescheme has more money than it needs, you can take a contributions(7) and stop paying a monthly sum for a while.The fund is managed by a (8) of(9) who are appointed jointly by the seniormanagement board of the company and your trade unionrepresentatives. This committee works completely independently of thecompany. The company cannot touch the money in the pension fund.If you are a member of this scheme for 35 years, you can expect to(10) at the age of 65 with a pension equal to 80

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    yo ur co m puter: ,Idl \( v I )d:-, neon dway for a few years, Help Greta explain to him about hrsI \('w computer by selecting the right words or phrases from the box,

    So where's the new PC?PC?(1 ) Personal computer,Oh, it's here, But what's this thmg you'u- moving around with yourhand?It's a (2) ~ _A what?Let's switch it on and go into WIIHlow\ Now, look at all these(3) on till' \l Il'l'lI

    Sidney: OK,Greta: If 1 (4)

    double (5) _a look imide,

    Sidney: And what is inside?Greta: Well, let's do a bit ot (h )

    of saying you're gOll1g 10 lll"llt' \0111(' Il'\1Sidney: You mean I'm gOing 10 Iypl' \OIIH'lllIlIgGreta: That's right. You Ldll Opt'll lip .I IH'W (7)

    (;reta:Sidney:Greta:Sidney:Greta:Sidney:Greta:

    click copy delete file Icons menus mouse personal computerpomt printer save select spreadsheet word processing

    IIll' llll\OI ,II OIlC of them and thenr I l ,III Opl'll .my of them up and tak;

    first - that's just a way

    .~_~andthen you can aLLC\\ .Illy 01 11ll'\t' 1 ' 1 1 1 1 down (~) _~~~~~~~~~like this,

    Sidney: But what if I type \Ollll'(llIllg .uu l III.1kl'.1 nuvt . ikc?Greta: You can (9) I( Ilkl' (111\ flut It's also very

    important to ( J0) l-v r 'Iyt hlllg you produce,Sidney: And it [want 10 move \Ollll' Il'\( 110111oru- pl,lll' to another?Greta: You (1l) .ill (Ill' Inl vou want to move and

    SidneyGreta:

    then 1Il0Vl' I( IIkl' 1111\ And vou v . r n .Iho (I ')text lil: (1mAnd IlOW do I gl'l II 110111 till' \lIt'l'll (1111"J),qll'11You: (Olllllllll'l 1\ onucc tcd (0,1 (I I) and soYOII c.rn Wild .I IlIl'\\dgl' (0 I( 110111lIell'

    Sidney: And wh.u .ihout IlgUll'\! ('.111 II .ukl IlplGreta: YC\, YOli l.lll go mto (14) \()ItW,lIl' like 1111\ a nd

    Ul'dIL' .I (dllk Willi columns and IOW\ to l'llll'l IlgUIl" IIISidney: Well, It\ not h.u l, but can't It play any gdllll,,1

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    Business verb s 1/ or udell of the verbs be/ow, three of the four words or expressions fit. In eachlilse, circle the one that does not fit.1 DO a) business @a profit

    c) a job d) a deal2 MAKE a) money b) business

    c) a loss d) a decision3 TAKE a) a long time b) a decision

    c) appropriate measures d) a deadline4 HAVE a) progress b) something to eat

    c) shares in a company d) a meeting5 MEET a) a deadline b) customers' expectations"\.c) an appointment d) a target6 LAUNCH a) a product b) a ship

    c) a campaign d) a team7 CUT a) costs b) jobs

    c) a decision d) a price8 CARRY OUT a) a meeting b) duties

    c) research d) a market survey9 ACHIEVE a) progress b) a breakthroughc) a job d) little10 REACH a) a decision b) a strategy

    c) an agreement d) a target

    p When you've finished:You have chosen the word or phrase that doesn't fit with each of the verbs1-10. Can you think of a verb that does fit with each of the words or

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    I\J t)usiness verb s 2I o o k II t 11 ( 'verbs below and decide which one goes with which word orphi .iso from lists A and B, as Inthe example.

    A BDRAW - / DRAW UP- a conclusion an agendaYou draw a conclusion.You draw up an agenda.

    A B1 open - / open up - a market a letter2 put forward - / put - a meeting a question3 - fall / - fall down share pi Ill'''' trees in storms4 fill - / fill in - d 101m with pride5 cut - / cut down on - lIg,lIl'lt l... costs6 lay - / layoff - WOIkel \ foundations7 break - / break up- hold n cwv to inefficient

    \0IIl'OIll' companies8 sell - / sell off - p.II'" 0 1 0 1 goods at a

    c omp .u r y discount9 kick - / kick off - youl\l'lI a meeting10 take - / take on - ('Xlld \[.111 too long11 pick - / - pick up till' hv\t pl'l ...on a market can12 bring - / bring LIp- 0 1 plohlem < It dynamism

    0 1 Illl'dlllg to the job13 l

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    Business verbs 3,I()se Spragg has just won the World Manager of the Year competition, Take apower verb (1-15) and add a sentence-ending from the column on the right(a-o) to make the sentences that the judges used to describe him,

    He thinks2 He focuses3 He motivates4 He overcomes5 He identifies6 He adds7 He reduces8 He leads9 He builds10 He resolves1 1 He transforms12 He manages and facilitates13 He measures14 He maximizes15 He gets

    p What are the power verbs that describe you?Would you put them in your CV?

    a costs.b organizations.c market opportunities.d change.e performance.f results.9 profits.h strategically.

    people.winning teams.

    k conflict.obstacles.

    m value.n on the customer.o by example.

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    . ...._ DU !:5 lneSS verbs andnouns

    I I t one verb from the box into each of the headlines (1-13) about KazoulisCommunications in the business press. There are three possible answers for 9.

    1

    2

    3

    4

    5

    6

    BENDS CUTS GE~~ERATE3 IMPLEMENTS INCREASES LAUNCHESMAKES MEETS PLAYS REACHES RUNS SENDS SIGNS

    EXPANSION IN US GENERATES NEW BUSINESSFOR KAZOULIS COMMUNICATIONS

    CHAIRMAN'S SPEECH ~~~~ __CLEAR SIGNAL TO COMPETITORS

    KAZOULIS _REGIONAL OFFICES

    . COSTS BY CLOSING

    'W O o U S ~ C U E N T S ' N E E D S M O R E E F F E C T IV E L YT H A N E V E R , ' C H A I R M A N T E l l S S H A R E H O L D E R S

    KAZOULIS RULES ONADVERTISING: QUESTIONS IN PARLIAMENT

    KAZOULIS ~ BIG RISK WITHLATEST SHARE ISSUE

    14 Section 2. BUSiness longuilge

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    7 KAZOlJ IJ~ ~MALL PROFIT INFOURTH QUARTER

    8 KAZOULISBOARD . DECISION TOCLOSE REGIONAL OFFICES: MANY JOBS LOST

    9 MANAGEMENT _ AGREEMENT WITH UNIONSON NEW PAY AND CONDITIONS FOR KAZOULIS WORKFORCE

    10 K A Z O U L I S L E A D I N G R b L t I NA D V E R T I S I N G S T A N D A R D S C A M P A I G N

    11 KAZOULIS NEW PRODUCTIN YOUTH MARKET

    12 CHAIRMAN MAJOR CONTRACTWITH THE CHINESE

    13 KAZOULIS MARKET SHAREAFTER CHINESE DEAL

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    . ~ uU~lness adject ivesand no unsSome adjectives typically go with certain nouns. Complete the letter using theadjectives in the box .

    . accurate competitive critical easy future guaranteed highlarge -ieyal- mixed positive right valued verbal

    r------------------~----- ----~--------_____

    I.N.Sanebury pic1 Nottingham RoadDerby DEl 3ABTel: 01322 55887Fax: 01 322 55888

    e-mail: [email protected]

    Fatima JonesFrescos Business ServicesBethlehem HouseZelda RoadLondonW36HJ

    Dear FatimaIam writing to you to thank you for allot her year of fruitful co-operation between our two companies. You are one of our most( I) loyal and (2) __ customers and wealways try to give you as (3) a level of service aspossible at an extremely (4) __ ~____ price. We are surethat this is the (5) __ approach.This is why we want you to be one of till' lir:-.Ito know about ourplans to improve our (6) prospects through

    mailto:[email protected]:[email protected]
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    \'XPdll'>IOII. We h.ivc .ihc.rdy mvcstcd d (7) vum of1llOIll'y in up-to-date distribution facilities and negotiations torfurther tinancing are now entering a (8) stage.lhe result of all this will be (9) ordering, more(10) figures on the status of your orders, and(11) satisfaction for all.Of course, there has been a (12) reaction fromsome of our newer customers, but I am sure that you will be patientwith us during the period of transition.These changes will make a (13) contribution toour continuing partnership and I can assure you that we shallcontinue to operate by (14) agreement ontelephoned orders in the future as we have in the past.Please contact me if you need more information.

    With best regards

    Alfredo McKayCustomer Relations Managerl.N. Sanebury

    p Other useful adjectives for business are:customized, committed, entrepreneurial, curious, effective, balanced,flexibleWhich words do they go With?How could you use them In your work?

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    LJU~1r less adverb s111:;(;1 t .idvorbs from the box into the extracts from business documents orconversations (1-11). There is more than one possible answer for sentences 2and 8.

    absolutely actively conveniently deeply extensively financiallyhighly satisfactorily tactfully totally unfairly

    1 The new offices are conveniently situated close to themotorway and to the local railway station.

    2 I think what he said was unnecessary, inaccurate and_______ unjustified.

    .3 The new model has been ...~.~~tested and you will beimpressed by its quiet operation, ease of use and elegantappearance.

    4 She said she had been _ dismissed but the courtsaid her employer had been right to sack her.

    5 Now that the special project has beenwe can all get on with our old johs again.

    completed,

    6 Dear Sir / Madam, I am _ seeking employment andwonder whether you have any vacancies in your accountsdepartment at the moment.

    7 I think we should drop this project right now because I just don'tbelieve that it's ~ viable.

    8 Your performance in this office over the last two or three monthshas been unsatisfactory.

    9 I think the best thing you can do in the circumstances is to_~__ ~__~._~ decline the offer.

    10 This book is recommended for anyone interestedin the workings of international financial markets.

    11 -Are you sure'! -I'rn certain.18 Section 2: BUSiness language

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    1!J Business prepo sitio ns, ; 1 1 1lp l y the missing preposition(s) in each sentence. You can use some ofII i( ) 1 n more than once.

    at between b y in into on to over under

    Could you call back later? She's __ on_ the other phone.2 It's not surprising that he's working less hard. He's very close

    ____ retirement.3 They thought everything was control until they had a

    fbig dispute pay.4 There's clearly a strong link ___ pay and productivity.5 The people on the shop floor want more participation _

    the decision-making process.6 We need a much stronger focus the needs of our

    customers.7 These meetings always start late. Could everyone make an effort

    to arrive time next time?89

    I've divided this talk three main parts.It's impossible to say this stage thenegotiation whether or not we will reach an agreement.

    10 We have to have all the figures _____ the very latest.

    the end of the month

    11 We plan to achieve a 2()CJ.h reduction the workforce inthe next two years.

    12 I'm afraid she's not here - she's holiday until nextMonday.

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    . . . . . . . . , ousmess wordbui ldingFill in the missing words in the table.

    1

    Verb Person noun General noun Adjectiveadminister administration

    distributiveadvise

    constructor .innovatepay

    inspection --- ---promoter

    -co-ordinate ---

    - -xupcrvisionfinance----

    2345

    67891011

    p The person who pays is the payer. We use this most to talk about slowpayers. But what do you call the person who receives the payment?Learning a new word often means learning not just one word but several.For example, a person who can solve problems (verb), is a good problem-solver (person noun). Problem-solvers are good at finding solutions(general noun). They believe that every problem is soluble (adjective).Building word families like this is a useful and important technique fordeveloping your business vocabulary.

    20 Section 2: Business language

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    I { Business sectorsMllch the companies (1-23) with their sectors (a-w).1 /\ c(~llpany which makes aspirin. a automotive2 A company which mines diamonds. b construction3 A company which makes men's suits. C consumer

    electronics4 A company which sells package holidays. d financial

    services5 A company which makes trucks. e confectionery6 A company which distributes electricity. f software7 A supermarket chain. 9 telecomJtunica-

    tions8 A company which builds houses. h media9 A company which makes washing pharmaceuticals

    machines.10 A company which sells hamburgers. beverages11 A company which makes camcorders. k textiles12 An airline. toiletries13 A company which makes fighter planes. m real estate14 A company which makes shampoo. n transport15 A restaurant chain. 0 utilities16 A newspaper publisher. P household goods17 A company which sells things over the q retail

    internet.18 A company which makes mobile phones. r fast food19 A company which sells investment S catering

    advice.20 A company which makes chocolate. t defence21 A company which makes beer. u e-commerce22 A property company. v tourism23 A company which writes computer programs. w extractive

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    '-" If ouuctionI 'Imllpdll:, 111Chas been having production problems. Unscramble the wordsIII Cdpltals to make sense of the Production Manager's report.

    At the beginning of the month we were 0 P E 'R A T 1/\1 Gquite normally. (PRJTENOAG)

    2 There was plenty of S EC y . (PREASTPIYCAAC)

    3 We had just I D somesophisticated new equipment. (LATSLENDI)

    4 These were R S for the mainA Y L E .

    (51)00RT) (SYBLMASENEIL)5 Unfortunately, a problem developed with

    one of our main S S. (PURLIPESS)6 They were our only source for a vit.il

    C T. (EMCPOTNON)7 Normally they worked very well within our

    ] - __ - Esystem. (STU]-NI-EMTI)8 They could usually send an 0 __ I{

    within 24 hours of our telephoning lor "new C 'I'.(RERDO) (GECNINMOSTN)

    9 On this particular day, the D __was late.

    Y(V1LERYDE)

    22 Section 3 Areas of business

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    10 ;\1 lilt' \.II1lt' t unc, llwlc Wd\" pioblcm OilOlll' 0 1 I he ( R B ~ .

    (ROYVENOC STELB)

    11 lhe ~ ~ Y M ~ R wasout to lunch. (FEASTY ARMGENA)12 The Q YM R

    was away for the day. (LYTAUQI GRANAME)13 No one reprogrammed the robots, and we

    ended up with a lot of F __ ~ _ Y G S.(LUYTAF SODGO)

    'We're having a few production problems ... '

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    .._, iv r ctt KeTlngM. i I ( II II J(' m.ukeunq terms (1-15) with their definitions (a-o).

    marketing --9--2 niche3 brochure4 hype5 brand6 upmarket7 downmarket8 sponsorship9 crowded market10 campaign11 reposition12 pitch13 mailshot14 merchandising15 endorsement

    A crowded market.24 Section 3 Areas of business

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    riuman resources(,ml:ll): ;lly Iiu.; has decided to improve the working conditions of itsomplovoos Choose the correct term for each aspect of its new policy. You canthon compare the HR policies of your company with the policies of Generosity.1 We will increase the amount of maternity leave for women

    who are expecting babies.a) maternal leavec) maternity time

    b) mothering leave@maternity leave

    2 We will increase the size of the by 10%.a) manpower b) workforcec) human resources d) employees

    3 We will give everyone training a t least twice a year.a) in-house b) tailoriru;c) designed d) out house

    4 Night- workers will gel paid double time for workingunsocial hours.a) owl h) ~hillc) time d) group

    5 There will be no more annual interviews.a) superior b) appraisalc) objective d) holiday

    6 We will pay everyone an extra at Christmas.a) salary b) l':\Ill'nsec) commission d) bonus

    7 We will give employees IIll' ~all1l' status as full-timers.a) small timec) short time

    b) part-timed) extra time

    8 Employees will only have to give one week's __ before leaving.a) notice b) delayc) note d) resignation

    26 Section 3: Areas of bus.nes s

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    9 No ot u: will Iwd) Idid lipC) laid by

    wit hout till' lull agrl'l'lIll'llt 01till' union.IJ) laid offd) laid aside

    10 Any-suture reductions in staff will be achieved only by .a) natural tendenciesc) natural wasting b) wasting awayd) natural wastage . . .

    11 We will reduce the number of working of all employees.a) years b) monthsc) weeks d) hours

    12 Generous allowances will be paid when the companymoves to a site in the provinces.a) restoration b) restitutionc) relocation d) refurbishment

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    I I rdueY()III (,( lIllp,lI1Y Inakes spare parts for industrial machines, which you sell;llllOild. Use the words in the box to complete the description of how you gettile qoods to your foreign customers.

    acknowledges bills of lading cargo cleared consignmentcontainer customs authorities delivery delivery date

    destination distributor export forwarding agent importletter of credit placos port of arrival sea freight

    shipping documents warehouse

    A foreign company (I) _ p]~c~~order for some oj your prod~_j

    r--------- _ f . . - - - - - - - - - - - - ,Itwants to (2) ~~_ vorne of your parts.

    [ They want (3) _- f

    ()I the goods as soon as POSSi~f

    So they want to know till' (.J) l,-- . .f _They also want 10 know wh.it discount ~-Ican give on the (S) ~

    f[They want you to send the go()(h hy (G) - . ;J,--- ~ __.t. ,

    "---I-'h-e-y-c-o-n-t-ac-t-y-o-u-r-() _ . . - - - ~ Jto do the necessary pap~'r~_~I~ .

    -----_ .. . . . . . ,.-..~-- department. Jou pass the order to your (7)

    28 Section 3: Areas of bustne ss

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    You do nol IJ.lVl' a (9) inthe country where your customer is based.

    l-~o y~u write to your bank to open a (10) -------. I

    I You send copies of all the (11) to the bank. I

    I These include copies of the (12) -------. IYour (13) manager puts the

    goods into a (14) _

    This forms part of the ship's (15) _

    The ship takes the goods to the (16)closest to their final (17)1

    Here the consignment is checked by the (18) I,Once they have been (19) ,

    they can go on to the customer.

    ,Finally, your customer (20)receipt of the goods.p Some of the shipping terms used in foreign trade are:CF: cost of freightCIF: cost, insurance and freight

    FAS: free alongside shipFOB: free on board

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    LL Finance( :()III! III'II ~tlu: noadlines from the financial press using the words in the box.

    BANKRUPT BUYOUT CHARGES CURRENCY DEBT DIVIDEr~DFLOW ISSUE LOSSES MARGINS PROFITS RATES

    SHAREJ-fOLDEHS 2 MARDOCK GOES EWARDED WITH ~--~~ :HUGEINCREASED DIVIDE.ND DEBTS UNCOVERED-----AFTER GOOD RESUlTS AFTER POLICE

    ATMEGABUCK INVESTIGATION3 4 I;\YBURG FORCED TO

    IMPROVE AT WRITE OFF BADMACROCOMP AFTER AFTERSTEEP PRICE RISES MAIN SUPPLIER FAILS

    5 PRE-TAX 6 SINGLE EUROPEANISUP AT PLiNCO AFTER -------

    IMPROVED TRADING IN BOOSTING TRADE, AR EAST MINISTER CLAIMS7 8 'HIGH INTERESTB A N K

    T O O H I G H , , S A Y KILLING--~---N A T I O N A L B U S I N E S S SMALL BUSINESS,' SAYSL E A D E R S MANAGEMENT GURU

    9 LONREV ANNOUNCEBIG SHARE

    ---~-,--~"-- TOFINANCE PLANNEDEXPANSION

    NEGATIVE CASH~~--.----- CREATES

    PROBLEMS FORPERTH AND STEWART

    11

    10 BIGBANK FINANCESMANAGEMENT- ATNAT BUS

    MASSIVE -- - --._--_._._A I Cl];\M INVESTMENTSA FTEI~ SOU TH AMERIC:A N

    O PERA TIO N FA II.S

    12

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    FacilitiesM; IIch each headinq (1-12) with the correct description (a-').

    -.----~-----------.------------"-----I)() the fa(),ities management training course! It tells you everything youwanted to know about facilities management and never dared to ask!Learn about: How to:

    Relocation e a get the most from machine hire2 Risk b reduce garbage '' -3 Health and safety C make your works paces brighter

    and better places to work4 Equipment leasing d provide better canteen services5 Security e move operations to new sites6 Recycling f manage real estate7 Waste management 9 keep buildings and property safe8 Catering h reduce accident rates to zero9 Power management cut utility costs10 Refurbishment draw up legally binding

    agreements with suppliers11 Property portfolio k re-use garbagemanagement12 Contracts assess degrees of uncertainty

    p The facilities manager is responsible for the maintenance of the physical.environmental and technological facilities of the organization. It is becomingan increasingly strategic role as companies look for ways both to createproductive environments and to cut costs.Facilities managers can also be responsible for:heating, lighting, flooring and roofing, contract cleaning, furniture, hygiene.

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    ___ ...... ," 't

    Problem pairsII H ~:;(~ p .u r s uf words often cause problems. Choose the correct alternativelot oach.

    1 SUBSIDY / SUBSIDIARYa) Kazoulis Communications is losing money and wants the

    government to give it a s u b s i d yb) Our head office is in Boston and we own 7m'b of a

    manufacturing _ - = s , - = u _ : : : b . : : :c s l : . ; : d c : . . : iQ : : _ : r _ , y , - - _in Colorado.2 POLICY / POLITICS

    a) Rimbaud has been sacked! People are saying he's a victim ofinternal _

    b) If we want to convince the public that we care for theenvironment, we need to change our ondumping waste into the local river.

    3 ECONOMIC / ECONOMICSa) She studied at university and is now ant

    economist with a big international bank.b) She analyses the general __ ~ ~_ problems faced by

    companies operating within traditional industries likeshipbuilding.

    4 ECONOMY / ECONOMIESa) Their government is trying to liberalize the _

    while keeping tight political control.b) Overheads are out of control and we need to make major

    _______ across the business.5 NOTE / NOTICE

    a) He left a on my desk saying he would be latefor the meeting.

    b) He put a on the board in the main corridorsaying that the meeting had been postponed to 3 o'clock.

    32 Section 4: Business expressions

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    6 M( )I{j\1 / M( )I{j\! I'.I) has been at rock bottom ever since they

    announced the job cuts.

    b) \>vhen a company sacks such a huge number of people, it's notjust an economic question; it becomes a _question as well.

    7 SAFETY / SECURITYa) The officer has just been round the site with

    his dog, checking all the locks and cameras.b) The officer insists on all employees wearing

    the right kinds of protective clothing at all times.8 TAKE OVER / OVERTAKE

    a) They want to our company but I don't thinktheir offer is high enough for our shareholders to sell.

    1 1b) They expect to all their main competitors, in

    terms of sales, within a year of the launch of their newproduct.

    'The safety officer said that we had to wear protective clothing. I

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    vvord famil iesWilicil I:, III(~(Jdd one out in each of these groups of business words;lIl(i fJ1\I; \sus'?

    a) sack b) dismiss @demote d) fire2 a) check b) survey c) control d) monitor3 a) predict b) forecast c) anticipate d) analyse4 a) layoff b) employ c) take on d) recruit5 a) rewrite b) redraft c) reword d) restore6 a) timetable b) diary c) schedule d) strategy7 a) banned b) prohibited c) postponed d) forbidden8 a) cancel b) put off c) put back d) postpone9 a) busy b) engaged c) tied up d) unavailable10 a) You're welcome r Not at all

    c) Itwas a pleasure d) Fxcmc me11 a) Yours sincerely Il) Your-, faithfully

    c) Yours truly d) Ikgards

    'I'm sorry, Mr Smith is comptetcly tied up at the moment. /34 Section 4: BUSiness expressions

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    OppositesI .ioh ul tho words In the box is the opposite of an underlined word. CompleteI',tell sentence with the correct word.\

    teAS- contract decline fall fire layoffloss peripheral reduce sell off weaknesses withdraw

    We have to debate the .PlQ2and _ cons of this projectbefore we go ahead with it.

    2 Let's look at the strengths and of eachapplication in turn and then we'll draw up a shortlist.

    3 We expect a rise in sales next year followed by a steady~ for two years after that.

    4 It's simple: we have to !Dcrease our prices and _our costs.

    5 You can see the general position if you look at the profit and~ account in front of you.

    6 At first we saw the company expand rapidly and successfully.Unfortunately, there was a fall in demand and we were forced to_______ our operations to something approaching ourcurrent size.

    7 We had managed to deposit quite a large sum of money in ouraccount at the beginning of the month but then we had to

    it almost immediately.8 We need to concentrate on our core business and sell off our

    businesses.9 It's easier to hir~ people when times are good than to

    _______ them when times are hard.10 I would love to accept your invitation but unfortunately there's

    been a change of plan and so, with great regret, I'm afraid I shallhave to it.

    11 Our strategy is to acquire large, inefficient companies and then~ the more profitable parts.

    12 Although we have been able to recruit a handful of skilledworkers for our main factory, we have also had to _several hundred office staff.

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    L- I IdiomsI l ( 'low (\ H 1 1 underlined Idiom (1-10) write the letter of the correct meaning (a-J).

    a dangerous situation f hide somethingb all the time 9 adopt good tacticsc do something that has h bureaucracy

    already been doned no conditions bemg discouraginge refused to experimental subject

    1 They should never have triedto sweep that pollutionscandal under the carpet.

    f

    3 At the end of our presentation,he spent ten minutes pouringcold water on our proposal.

    36 Section 4 BUSiness expressions

    2 lh.itcompany will gob.inkrupt if they don't cut\()me red ta pe.

    4 Ihe head of research herselfdgleed to be the guinea piglor the n ials on the new drug.

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    5 We .lgleedtodot'\t'lll\l'\ t'velymouung but we dlew the hIll'

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    LU Business in itia lsWill\' I Ill' 11111101Ill'> ot these sets of initials. The clues will help you.1 ()J II) (101 visual aids)

    0\lerhead projector2 VCR (for home entertainment)

    3 HQ (the centre of operations)

    4 ROI (what you get back from the money you put into a business)

    5 PC (on your desk)

    6 CEO (top job in the company)

    7 IOU (for debts)

    8 JFK (an airport or a president)

    9 GNP (a measure of national wealth)

    10 DTP (software to produce your own newsletter)

    11 MBA (a managerial qualification)12 AGM (a meeting for shareholder-,

    13 ISO (a quality benchmark)~~~~~ ------------~--------

    14 VAT (a tax)

    38 Section 4 Busmess expressions

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    16 AOB (the last item on the agenda)-,17 JIT (a stock management system)18 USP (what companies and products should have)

    19 M & A (when companies join together)

    20 SMEs (companies of a certain size)

    21 MBO (one way to take over a company)

    22 MBWA (your style of leadership?)

    23 SWOT (an analytical tool)

    24 P & L (tells you how rich the company is)

    25 PIN (for your bank and credit cards)

    26 NLP (for more effective learning)

    27 DVD (for sharper images)

    p YOUR SCOREAll correct: Why are you learning English? You should be teaching it!21-26: You know the jargon. Try not to use it too much!15-20: A good effort. But don't get your PIN mixed up with your VAT.9-14: You'll get them all correct next time.1-8: You'll get them all correct the time after next". won't you?

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    FiguresI low d() V I H I '" I V IIJ(~following numbers? Choose the correct options1 Illl' yeti' 2005:

    .I) twenty hundred and five@two thousand and fivec) twenty fived) twenty hundred five

    2 $1 = OM 1.46. The exchange rate is:a) one point four six Deutschmarks to the dollarb) one forty-six Deutschmarks for a dollarc) one dollar equalling Deutschmarks one point four sixd) one dollar making one four six Deutschmarks

    3 The period from about 1994 to about 1996:a) the midninetiesb) the medium ninetiesc) the middling ninetiesd) the midway nineties

    4 Seven correct answers in a test of tell items. The result is:a) seven over ten rightb) seven out of ten rightc) seven on ten rightd) seven right over ten

    5 The dimensions of a rectangle 3 metre') in length and 2 metres inwidth:a) three for twob) three by twoc) three across two downd) three to two

    6 The result of an opinion survey:a) One of ten people think that .b) One in ten people think that .c) One to ten people think that .d) One over ten people think that ...

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    r

    7 /\ppIO\'lI11dtl'ly \I\.:,I) nearly sixb) six-ishc) sifYd) sixer

    8 At football, Germany 0, Brazil 0:a) Germany oh, Brazil ohb) Germany zero, Brazil zero tooc) Germany nil, Brazil nild) Germany and Brazil love

    9 3 cm ':a) three centimetre cubesb) three cubic centimetresc) three cubed centimetresd) three centimetric cubes

    10 3:2 as a ratio:a) three over twob) three under twoc) three to twod) three at two

    11 A $10m loan:a) a ten-mill ion-dollars loanb) a ten-mill ion-dollar loanc) a ten millions of dollars loand) a loan of ten million dollar

    p A 24n ('twenty-four seven') business IS one that operates 24 hours a day,seven days a week.Remember:10m IS 10 million10bn IS 10 billionA billion IS a thousand million1'/, hours IS one and a half hours or an hour and a half (or ninety minutes)The penod from January to June IS SIX months (not half a year)

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    0USexist languageId()llllly . u u l IIlHbllllU the problems of sexist language in the sentences below;11H I II:;() (}IH)oj 111Cerms from the box to make each sentence less offensive.YOl! c; til II:;~) two of the terms more than once.

    appropriatc clothcs chair employees face- to- faceMs one person

    staff (verb)representativesstaffing their

    sales spokeswomanwomen

    1 We expect all our managers to wear suits and ties when oncompany business. appropriate clothes

    2 Every executive knows that people wilt form judgements abouthis company on the basis of his personal behaviour.

    3 It is the responsibility of the chairman to ensure that meetings areconducted efficiently.

    4 A spokesman for the company said that she was convinced thatthe new equal opportunities programme would be a success. ,5 The company's manpower needs will continue to grow next year.

    6 Nearly all our salesmen are against the proposed changes to thebonus system.

    7 Men found guilty of sexually harassing employees of the oppositesex are liable to dismissal.

    8 We have to man the assembly lin Oil a 24-hour basis.9 We congratulate both Mr Smith and Miss Duffy on their success

    in the recent sales competition.10 If a customer complains, his com plai 11 t should be reported to the

    customer complaints department immediately,11 You have to be careful what you say round here nowadays. The

    girls in the office downstairs might object.12 I always thought that Sylvie was the odd man out in that

    department.13 I think you and I should have a serious man-to-man talk, Janet.14 We estimate that we need 300 more man hours to complete the

    project.

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    Business problemsfJronto Production ISin trouble. Identify the problems by unscrambling thewords In capitals.

    IThe number of customer C Q t '1 P t; A L f I J T S has increased by300( )1 ) over the last six months. (SALPNITOMC)

    2 Many of these relate to F Y goods. (TULYFA)3 And also to goods D D in transit. (GEMADAD)4 The unions say this is because of the 30% R N

    in the workforce. (TROUNCIDE)5 People on the shop floor are 0 D

    and can't cope. (OVDECHRETRETS)6 The press has criticized the recent 75% P _ Y R S for the

    directors. (YAP SIRES)7 The head of an overseas subsidiary has been caught trying to

    B E a government minister. (BERIB)8 The Finance Director has been accused of I R

    D G. (INDRlSE DNIGALE)9 One of the company's main partners has recently gone

    B T. (I

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    Business princip lesChoose the best word to complete the following extracts from a company'smission statement.

    1 We believe that business can be a powerful __ a ~ 9 J - e _ n _ t_ _ forsocial change.@agentc) agenda

    b) agencyd) agreement

    2 We affirm the need for moral in businessdecision-making.a) valuationc) values

    3 We have a to shared prosperity.b) commitmentd) competition

    b) validityd) valediction

    a) commissionc) competence

    4 Businesses have a role to in improving the livesof all their customers, employees and shareholders.a) playc) do

    b) haved) make

    5 Businesses established in foreign countries should contribute tothe social of those countries.a) advancesc) advancement

    b) advantaged) adventurism

    6 Businesses should international and domesticrules.a) retailc) repeat

    b) restrictd) respect

    7 Businesses should with each other to promotethe progressive liberalization of trade.a) corporatec) co-ordinate

    b) co-operated) cope

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    8 Businesses s~ould and, where possible, improvethe environment.a) deflect b) insectc) detect d) protectBusinesses should all their customers fairly in allaspects of their business transactions.a) treatc) seat

    b) meetd) repeat

    10 Businesses should working conditions thatrespect each employee's health and dignity.a) divide b) confidec) provide d) avoid

    11 Businesses have a responsibility to relevantinformation to owners and investors subject only to legalrequirements and competitive constraints.a) openc) disclose

    12 Businesses should competitive behaviour that

    b) closed) enclose

    demonstrates mutual respect among competitors.a) promote b) demotec) motivate d) provoke

    p In some countries, corruption can create problems for companies trying todo business there. They either have to pay bribes (also called kickbacksand baksheesh) or risk not winning business.

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    Business clich esIIj() ( ;1111 d I '< 1 '1 111 l1 li ' lilli' ,)1 II,I);Ikid al l attack of cliches. Help him translate his~;PI)I)I :11 IIII, ) I , I . 11II I 11'I1i' ,III)V~lIll~;li1ting each of the words or phrases in boldIVp()(1 :' I) wl!11 ')fll',)1 II}() phrases (a-u).I.ddil'\ .nHI)~I'fllllIII\'II..1 I w.nu VOIIlo take on board a number of important points. _J__2 I';,I/Olill,)(:()l1llllunications is now a major player in the

    Iouuuuuicat ions industry.()III \lrdll'gic aim is to grow the company.WI' ,ilW;IYSocus on the big picture.

    345678

    II WI'~el' a window of opportunity, we go for it.Wv work for lasting relationships with our business partners. __We employ cutting-edge technology.We want to produce the most user-friendly productson the market.

    9 In our business relationships, we aim to be proactiveevery time.We propose only tailor-made solutions.We never lose sight of the bottom line.We work hard to get synergy between subsidiaries.We will not hesitate to downsize the organizationfor maximum efficiency.We will use our war chest to buy up rivals in themarketplace.We will find solutions to business problems evenwhen we do not have a level playing field.If anyone tries to move the goalposts on our commercialagreements ...

    17 ...we will hlow the whistle.18 We aim to become a truly global operator.

    10111213

    1415

    16

    19 But we will also stick to our knitting.20 Unfortunately I am not a number cruncher.21 So I can only give you ballpark figures today.

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    p

    a cui Illv worktonc ofb Ibusiness conditions are unfairc have a general view of the situationd customizede a leading companyf change the rules (without consultation)9 worldwideh the people we do business with

    increase the size ofunderstand and accept

    k concentrate on core activitiesdynamic and productive relationships

    m approximaten anticipate needso our basic objective (usually to make a profit)P good at figuresq up-to-date

    easy-to-useS protest at unfair treatmentt a chance to do businessu a large amount of readily available cash

    All business people use some cliches and jargon but expressions like theselose their impact if you use them too much. Other popular phrases are:market-driven, results-driven, client-focused and best practice.When the CEO talks about growing the company, he is using the verb withan object in the same way that gardeners grow flowers. In a businesscontext, 'grow' does not normally take an object. For example, we say:The company has grown a lot over the last five years.The market grew (by) 3% last year.

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    Business ra tio sW(' 11',(' I>11'.11I",', Idl10S to measure the financial health of business()IIj.lIIi/, ilil 1I1 Matdl the ratios (1-12) with their definitions (a-I).

    Return on capital h2 Return on assets3 Profit margin4 Asset utilization5 Sales to fixed assets6 Current ratio7 Borrowing ratio8 Equity gearing9 Income gearing10 Profit to wages11 Return on investment12 Debt to equity

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    a pit' Illll'll ...1PlOtll xpr ......d

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    0JBusiness stra tegyMatch the cornerstones of the company's strategy (1-10) with the descriptionsof what it has decided to do (a-j) ,

    Cornerstones of our strategy are:1 Acquisition --9--2 Merger integration teams3 Strategic alliances4 Strategic planning5 Mission and value statements6 Customer satisfaction measurement7 Benchmarking8 Total quality management9 Re-engineering10 Abalanced scorecard

    'She's following an aggressive acquisition strategy,'

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    We h.ivc decided to:a produce docy-ments that tell everyone where we want to go and

    what we stand for.b work to a wide range of performance measures.c adopt ISO9000 standards.d do detailed comparisons of the performance of different parts of

    the organization with that of similar organizations elsewhere.e prepare systematically for the future.f form a group of people whose mission is to create a common

    culture for the new bigger company.9 buy other companies.h establish joint ventures.

    work for 100(!1)client satisfaction.redesign business processes in order to improve productivity.

    p A cornerstone of your strategy is a very important part - a key feature - ofyour strategy.ISO is the abbreviation for the International Organization for Standardization.Management theories come and go. Re-engineering is much less populartoday than it was because many companies only got limited benefits from it.Others, like strategic planning (used by almost 90% of big US companies)and benchmarking (the most popular tool in Europe) continue to do well.One secret of success is not to try to use too many!

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    Project managementPut one word from the box Into each of the mind maps The - shows wherethe missing word goes

    actual bid budget cost proJeet quality risk run schedule

    1 - leader.>- teamproject

    - manager

    2 - mto problems- over budget

    - d feasrbrhty study3behmd -

    on -4 - as~urance

    - control- C Irc le

    5 on -~ over-

    under -

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    6 ((m\101- assessment

    - management plan

    7 - documents

    invrtauon to -

    - selection8 - estimates

    - monrtonng

    - control

    9 - finish date

    - start date- cost of work performedp People use mind maps as a learning tool to remember vocabulary and tobrainstorm Ideas In language learning, you can use a mind map to

    remember which words go together Put one word (for example a verb,manage) In the central circle and then show other words (for examplenouns prOject, team) which often go with It You can then add adjectivesthat go with the nouns (for example, dIfficult, challengmg) and so on' Peoplewith visual memones find mind maps especialty helpfulKey verbs In project management areinitiate -+ plan -+ execute -+ control -+ close

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    \5{ ManagementdevelopmentEdgar Schwarz's assessment interview has not gone very well. A humanresources manager is telling him about the training he needs. Match each typeof training (a-j) with the things he needs to learn (1-10).a financial managementb delegationC intercultural communication skillsd communication skillse project management

    team development9 leadershiph time management

    assertiveness trainingnegotiating skills

    HUMANRESOURCESDEPAR.1MENTo 0

    o

    'We think you need quite a lot of"training: about five years' worth, actually.'54 Section 5: Business management

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    /You need to learn how to: You need a course Ill:1 work with other people f

    2 motivate and direct other people

    3 talk to and listen to people better

    4 work with people from differentcountries and backgrounds

    5 bargain with business partners6 increase margins and control costs

    7 set budgets, organize schedules andmeet deadlines

    8 prioritize your work, and not put offimportant tasks

    9 be more ready to stand up to other people

    10 give work to your subordinates

    p Another term for assessment interview IS appraisal interview. If ithappens once a year, It is your annual appraisal interview. And one wherethe appraisal is done by people at the samo lewl as you and below you inthe organization, as well as by your boss, IScalled a 360-degree appraisal.

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    00 The managementconferenceComplete the letter to DrStrupar by choosing the correct word (a, b, c or d)for each of the gaps (1-10).

    1 a) keyhole @keynotec) turnkey d) keyboard

    2 a) conference b) exhibitionc) trade fair d) party

    3 a) seminar b) workshopc) session d) presentation

    4 a) Tests b) Tendenciesc) Trends d) Subjects

    5 a) plenary session b) whole sessionc) big talk d) split session

    6 a) crowd b) spectatorsc) onlookers d) audience

    7 a) commission b) royaltyc) fee d) pay

    8 a) aids b) equipmentc) material d) helps

    9 a) pavilion b) shopc) stand d) floor

    10 a) market b) fairc) forum d) exhibition

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    Consultants, a discounted rate for a (9) _conference (10) _

    in the

    l>edl l Jr Strupar,We would like you to be the (1) speaker at ournext international management (2) . We wouldlike you to make a forty-minute (3) on thesubject of (4) in International Management inthe Twenty-first Century. This will be the subject of the(5) which will open this annual five-day event.The (6) will be composed largely of seniormanagers and management consultants. We should like to propose a(7) of $2,000 for your talk plus expenses.If you are happy to accept, I should be grateful it you would let meknow what (8) you will need tor your talk. Inaddition, I am pleased to be able to offer you r l 0111 (ld ny, Strupar

    I hope you will be able to accept our invitation .lilt! I look Iorw.irdto hearing from you soon.Yours Sincerely,

    Jerry A. PoborskySecretary General, Association of International 1,\('( 1I1IVl'~

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    Presentations 1Suzy Capra wants to give a good presentation so she has made a list of someof the things she wants to say. Unfortunately she has dropped all her languagecards (a-j) on the floor. Help her to put them in the right order by matchingthem with the cues (1-10).Cues

    Give SUBJECT of presentation.

    2 QUESTIONS OK.

    3 LEAD INTO Part 1: History.

    4 SUMMARIZE and close Part 1.

    5 LINK to Part 2: Options.

    6 VISUAL AID: show figures (transparency).

    7 Summarize and CLOSE Part 2.

    8 MOVE ON to Part 3: Recommendations.

    9 CLOSE.

    10 INVITE further QUESTIONS.

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    c

    Language cards

    ab Let's now move on to the option which I personally ...

    e Please interrupt if you have anything you'd ,.,1M' to ask.

    9h As you can sec, till' results are ...

    f To sum up, the past record of this project is...

    I want to talk to you today about.

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    4U Presentations 2Match the pictures (a-I) with the Instructions for making good presentations(1-12).1 It is important to maintain eye contact with the

    people you are talking to.2 Clearly signal the structure of your talk during

    the introduction.3 Select and order your material carefully during

    the preparation stage of your presentation.4 Use the right body language to get your message across.5 Dress appropriately.6 Difficult questions should always be handled

    politely and diplomatically.7 Establish a positive relationship with your

    audience as quickly as possible.8 People will lose interest if you do not move your

    talk along at a lively pace.9 Take a few deep breaths before you start, to help

    you overcome your initial nervousness.10 Use your voice effectively and appropriately.11 Make sure your visual aids are clear and easy to follow.12 Design and position your notes so that you can

    refer to them easily at all times.

    60 Section 6 Business communication

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    k

    d

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    41 MeetingsMatch the quotes (a-s) with the statements about the meeting (1-19).1 Sophie welcomed the participants. o2 She checked to see who was present.3 She opened the meeting.4 She stated the main objective of the meeting.5 She reminded everyone of how long the meeting was

    supposed to last.6 She asked Toby if he would make notes during

    the meeting.7 She invited Sebastian to introduce the first point.8 Naomi strongly supported Sebastian.9 Rebecca made an alternative suggestion.10 Jacob tried to interrupt.11 But Rebecca wouldn't let him.12 Sophie tried to speed the meeting up.13 She obviously felt the discussion was getting away from

    the main point.14 Sophie invited Jamie to contribute.15 Felix asked Jamie for clarification.16 Sophie summarized the discussion.17 Then she moved the meeting on to the next point.18 I;inally, she thanked everyone for coming.19 And she closed the meeting.

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    a Let me finish.b This meeting is scheduled to finish at...C Could I just say something?d Let's go on to the next item.e Let me just go over the main points.f It's an absolutely great idea. I couldn't agree more.9 Is everyone here?h We're running short of time.

    I think we're in danger of getting sidetracked.Could you lead on this one?

    k If I understand you correctly, you're saying tha t...That's all for today.

    m Could you take the minutes?n Yes,but I've got another idea.o Thanks to everyone for coming. I hope you didn't have : too II11ICh

    trouble getting here.P OK, let's make a start.q What do you think?r The reason we're all here today is to ...s I'm grateful to you all for your time.

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    TelephoningThe staff of this company are having problems with their prepositions on thetelephone. Put the correct preposition in the space after the sentence. Choosefrom the following words. Some words are used more than once.

    back down off on through up

    1 Just a minute while I look through his number in the companyphone book.

    look up2 I'm sorry I can't talk to you now. Could I call you down in five

    minutes'?call _

    3 I'm trying to get off to Mr Schmidt. Could you give me hisextension number?

    get _

    4 I need to take up his name and number.take _

    5 Could you hang back a minute while I get a pen?hang _

    6 I was talking to Mrs Bazin when we were cut up.cut _

    7 Please could you put me down again?put _

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    8 I've been trying to talk to her all day but every time I call shehangs down.

    hangs _9 The phone rang and Ipicked off the receiver straightaway.

    picked _

    10 I'm sorry, I don't have this information right now.Can I get up to you tomorrow?

    get _

    p Remember, on the telephone:plan your callbe positivecheck that the other person understandsKISS: Keep It Short and Simple

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    40 Socia l iz ingFit the two halves of each dialogue Into the right places In each picture.A Thanks for a wonderful a So am I.

    evening.B The weather's not too b I'm afraid we got lost a

    bad today. couple of times.C Is this your first visit c No, what's happened?

    to Rio?0 Where exactly do you d Better than yesterday.

    come from?E Would you like something e I'm glad you enjoyed it.

    to drink?F I hope you didn't have too f Oh, you've probably never

    many problems finding us. heard of it.G I'm in Chemicals. 9 Yes,it is.H Have you heard the news? h Just a glass of water, please.

    1 2

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    3

    5

    7

    4

    6

    8

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    44 LettersMatch each of the extracts from business letters (a~k) with the type of letter(1-11) from which it is taken.

    ILetter of invitation2 Response to an enquiry3 Letter requesting payment4 Letter of rejection5 Letter of apology6 Letter of enquiry7 Letter of application8 Letter of complaint9 Written Warning10 Order11 Hescrvdtion

    a -~ ~-~ ------llljke a/' . wo ll (Mr Kazou ~ with showerdoub le roo d from 12 tofull boar . )and in c luslve.1 4 se ptem b er

    b

    c

    d. ou that yourI regret ! o '~for::post of Deputyapplication or h beenC tering Manager as

    a S I Thank you for ...nsuccesstut.

    68 Section 6: Bus/nest; communication

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    fIshould be grateful if you wouldsend me more information aboutyour Lie range of products includingdetails ofprkes and discounts,

    hPlease would you send to the aboveaddress 37 units of product referencenumber 37/LK/45006 (brown) andsend the invoice to our West Centraloffice in the usual way.

    - K~ouliS uniGatiOnsc o r T l r T l I "sed tod be pc'"woul d schmidte U owelGOrTl . of itsn openlllgto t enew. .. -------

    kI wish to draw yourattention to the verypoor treatment ourrepresentative receivedwhen she called on youlast week.

    69

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    40 E-ma i l(Match each of these extracts from e-mails (a-I) with the type of message(1-12).

    Acknowledgement c2 Request3 Complaint4 Congratulations5 Forwarded message6 Attachment7 Advice8 Deadline9 Apology10 Appointment11 ( .onflrrnation12 Thanksa iii Bill, N('xl M()IIILIY i:; I ilil', hut can we make it

    10.30? I have I() (dldl

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    f

    L

    _ B _ i _ I _ I _ ' _N_e_x_t_M_o_n_d_a_Y_l_o_.3 _ O _ . _ _ L_0_0_k_l_'_g_f_~()W did L oiL, Iwbw, Linda. ______ j

    p

    9 Bill, This carne from Alfredo yest(I,I.,you should see it. Best, Linda.

    h Dear Bill, It looks good but I til i IIIsharpen up the beginning a bit. ()f

    Dill, Really sorry. It'll never 1 , . 1 1 ' 1 " "Rest regards, Linda.

    Dc'al Bill, We've now asked [or p.lyl'" ", IliC'last quarter three Limes. This i:i II' ,Ienough. P] ease send it s oorie s t . W i I I 1 Itomorrow if no news, Linda.

    k ~, Thanks [or the lat c;~;t secl i "'I.E___:onday 9 a.In.? See you, Lind,!.

    Bill, Saw the news on TV this [fI()1 II I 11'1Thoroughly des(?rved. Best reganl::, 1 . 1 1 1 1 ,

    I I I"", I

    E-mail is increasingly used instead of fax and letters :;() lilt, :;fVI(~ o f e-rnai lscan be very similar to that of other forms of business ( ; 1 1 1 1 : ; 1 .ondence.E-mails, however, are often less formal than either ( ) 1 1 1 1 t ~ olhor two.Notice all the different ways that Linda uses to siqn otl 1 1 I ~ 1 ( ) mails. How welldo you think she knows Bill? How formal is their workinq relationship?People sometimes use initials and abbreviations to sign off their e-mails, forexample wbw for With best wishes.

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    40 Business forms anddocumentsName each form using words from the box.

    Accident Application Appraisal AttendanceEmployment Expenses

    Job MaternityIioliday Income TaxWarning

    1 I'd like to take a week at Easter and two weeks in July if that's OK.Holiday___ Request

    2 Mr Lee had just taken off his regulation cap and gloves when his hair gotcaught in the machine. Report

    3 It tells you about your pay, hours, holidays, pension, and disciplineprocedures. Statement of Terms of _

    4 The duties attached to this post are as follows ..._____ Description

    5 He's been away sick three times already this month.______ Record

    6 She already has two children and ten years' service so she'll get quite alot of time off this time. ____ Leave Form

    7 There's a vacancy in the IT department which I wouldn't mind trying for.Form

    8 I tell her about how far [ think I've achieved my objectives during thepast year and she writes it all down and then we talk about next year.______ Form

    9 Ill' got it for failing to follow instructions and because he broke thehealth and safety rules. Employee Notice

    10 1'111 happy 10 pay for his flight in business class but I don't think we canaccept his reasons for staying in a five-star hotel for four nights!

    _____ Claim Form11 You pay more if you're a higher-rate earner and you pay a lot less if you

    have several dependent children in full-time education.______ Return

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    4{ GeographyKazoulis Communications is an international operation. Choose the correctexpressions to describe its different locations.

    We have operations in:Birmingham in

    2 Vienna in

    3 Dresden in

    4 Naples in5 Hong Kong in6 Bangkok in

    7 New Delhi in

    8

    @)the English Midlands b) Middle Englanda) Central Europeb) the Centre of Europea) East Germanyb) the eastern part of Germanya) Southern Italya) the Far Easta) South East Asiab) the South Eastern Asia

    b) South of Italyb) Fa I' l'~ast

    a) the Indian continentb) the Indian sub-continent

    San Francisco on a) the West Coasta) the Pacific Edge b) the [,acilic RimCalifornia on

    10 Boston on11 Iowa City in12 Riyadh in13 Lagos in

    We do business:

    b) the Weslern Coast

    a) the Eastern Seaboard b) the Ea~,(t'1'II(:()i!\la) the Middle West b) till' Mid-Wl'\la) the Mid-East b) llll' Middle Easta) Western Africa h) Wl'\l Mrica

    14 a) throughout the world15 a) across all the worldp

    b) through all the worldb) all OW' the world

    When referring to what used to be the USSR, you can refer to Russia or, ifthe place is outside Russia, to the former Soviet Union.

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    40 Pol i t icsMatch the political statements (1-12) with what people are saying about thegovernment (a-I),

    5 6MI'MIII'RS 01' THE GOVERNMENT HASI'ARIIAMI NI AND A BIG PA RLIA MEN TA RYI'OIIII('IANS IN (;INI,RAI

    ARI lINI'()l'lll AR MAJORITYt---

    7 8THE RULING THE OPPOSITIONCOALITION IS DIVIDEDIS WEAK

    9 10THE TIJRNOUT AT TH E CIV ILTHE LAST GENERAL SERVICE ISELECTION WAS LOW TOO BIG

    CENTRAL2

    GOVERNMENT ISTOO STRONG

    i tt3 4THE HEAD

    OF STATE ISPOPULAR

    11 MAYORS ARENOT DIRECTLYELECTED

    74 Section 7: Background to business

    LOCALGOVERNMENT ISTOO STRONG

    THE PRIMEMINISTER ISUNPOPUI.AR

    12 PEOPLE WANT AREFERENDUM ONTHIS QUESTION

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    a bI Ill' pll'\ldcnt 1\ liked bymany people, but of

    course she doesn't havemuch real power.

    Wily c .u i't we-choose the utyboss directly'?

    d

    The government isgoing to fall if the SocialDemocrats and the

    Independent Socialists don'tstop arguing all the time.

    The government canalways win a vote Il1the I ower House andso II thmks It c.in do

    wh.it It Ilkl'\

    c

    e The Conservatives andChristian Democrats haven'tbeen in power for ages - andthey never will be if they don't

    stop quarrellmg. h

    (

    I l.III't ill' bothered() vo- .J IIY more: itdm'\II't 1II.I"l' any

    dlikll'lIll'. -~

    9We should have a directsay on this - It shouldn'tbe left to the politicians 111Parliament to decide.

    We w.n il I)()W('I III()Vl'd,IW.lY 110111 till" hi)',

    gOVl'11I111l"111 1111111\1 I Il"\.md .IW.I\ 110111 Iill'

    (.11111.11 (Ily

    We all thought he wasgreat just alter the

    election, but everyoneI know IS completely fedup with him now.

    ()'" (Ity council can dowiI.lll'Vl'l It likes. The

    gO\ l'IIII1Il'l1t should have111()le control over It.

    k There are too manygovernment bureaucrats.p Some countnes have strong central government, others have a federalsystem, and others have strong regional government The body thatadministers the smaller part of the country where you live IS the local authority.

    Sectloll 7 lldckcjI()urld to busures s 75

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    The economyMatch what people are saying about the economy (1-14) with what theexperts say (a-n).1 Things seem to be

    getting a bit better atlast - better than lastyear at any rate.

    3 But things are stillfar too expensive.

    5 TIll' only newfal toru-, round herebelong to toreigners.

    7 //~ And even if you domanage to get a job,it's not in a factory.

    9 And either way, theunion can't doanything for you.~ - - - - - - - - - -

    ~ - - - - -1 (/ There's no tourism!Jel duse it's so expensive, 1 " , p('ople to come here

    IIoIIIabroad.

    13 - . . . . . . . . . . .' \ , 1 < 1 IlOWthey sayw,",, gOillg to have to\l.lIt P"Y"lg to go into

    Iwspitdl.(

    oooooo

    76 SUCtlOl1 7 E:3ackground to business

    2 At least prices aren'tgoing up as quicklyas they used to.

    4 The problemnowadays is that noone can get a job.

    6The government justwon't put any money

    into business.

    8It's more likely to beserving hamburgers insome fast-food place.

    10 '(No one's got the

    qualifications for thejobs you see advertised

    in the paper.,.

    12 - - - - - - - -I reckon we've got less inthe bank than we had acouple of years ago.

    ~14 Iwouldn't mind a bit

    taken off my pay if itmeant a bit more forschools and hospitals.

    oooooo

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    a

    c

    e

    9

    k

    m

    p

    bThe service sector isgetting bigger.

    " -The cost of living is)high.----~

    dUnemployment

    is high.People an: worried about thefu ture or lite welfare state.

    fThere are signs that therecession is ending andthat economic recoveryis on the way.

    hThe currency is strong.

    The puhl: would acecpthigher la\,llloll III return forimprovrd puhl: ,c, vices.

    (- : 1 Itl' lall' 01 IIlllal'OI1~

    I~ 1 ',0 1 11 1' .!"WII I )'-

    The manufacturing base isgetting smaller.

    Inward investmentis stable. (

    nOrganized labour

    is weak. ( 1 ' < " ' . 1 , " , 1 1

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    0USoc ia l .IssuesMatch the issues (1-12) with what some people are saying about them (a-I).

    Homelessness ---9.--2 Immigration3 Law and order4 Social security5 Pensions6 Health care7 Racism8 Drug abuse9 Housing10 Vandaltsm11 Recycling12 AIDS

    'They're collecting old newspapers to recycle them.'

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    aThey collect glass andold newspapers once

    a week.

    cYou see used needles in

    the local park.

    eLast night they

    smashed a bus shelterand a phone box.

    9We have young peoplesleeping rough on thestreets of our cities. It's

    a scandal.

    It's a heterosexual asmuch as a homosexual

    problem.

    k

    The whole estate shouldbe demolished.

    bThere's a twelve-monthwaiting list for evensimple operations.

    d

    I can't live on thatwhen I retire!

    fThere .u c too manypeople Ilylllg to cometo t hi-, . ountry to live.

    h The pol (' vhould becdtllllllg 11101(' \ t iminalsand IIll' \ Olll h vhould bewildilig 111\"11110 pi ivon

    101 IOllg\"1

    (nil' gOV('llIllll'llt isl.lyillg oul 100 much

    1l101H'V III welfareIWldlh.

    I IWI \"\ .I lot of tensionl u - t wct-u lite black andwlu to c ommunities.

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    81 Travel and transportBusiness people often have to talk about how they get around. Match thewords and phrases in bold type (1-14) with the pictures (a-n).

    I was lucky to get a seat in the carriage.2 Fortunately there was plenty of room in the buffet car.3 The high-speed train seemed to get us to the capital

    in no time.

    m

    4 The only hold-up was when the shuttle bus to the airportgot stuck in heavy traffic.

    5 The jam soon cleared.6 The check-in was quick because I only had hand luggage.7 I flew with my favourite airline as always.8 On arrival, I went straight to the car hire desk to collect the

    hatchhack I'd booked.9 11\ true I could have had a saloon this time since I had

    so little luggage.10 As soon as tlley'd checked my driving licence, I was away.11 Soon I was cru ising round till' bypass.12 There was a short queue at till' toll station.13 But it wasn't long before I was inside the ring road

    heading for the centre.14 The hotel was just on the edge of the city's mainpedestrianized area.

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    a

    b

    c

    d

    e

    f

    9

    SecllOll ( 81

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    .Entertainment andmediaFind the words in the word square on the next page which mean:

    To send out a radio or TV programme.2 A big media company possibly with TV as well as newspaper and

    magazine interests. (two words)3 This category refers to popular newspapers. (two words)4 This category refers to serious newspapers. (two words)5 Advertising spots on TV.6 A kind of TV programme where famous people talk to the host

    and each other, usually about themselves. (two words)7 A kind of TV programme where people compete for prizes, often

    by answering quiz questions. (two words)8 ;\ kind of TV series about the lives of a group of people which

    often runs for a long t imc.9 A company which makes films i'>often called this.10 A company which brings Iilms to the cinema.11 The American word for film.12 An underground system for bringing TV programmes into

    the home.13 ;\ TV system which uses a dish to receive the programmes.14 Many TVs can receive up to SOof these now.

    82 Section 7. Background to ousme ss

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    The answersreadvertically,orizontallynd diagonally.

    R R S SUM EMF COM MER C A L S

    x V LOS T R 8 U TOR o S P J 8SSM E F H 0 0 L G 0 J M N 0 8 0 C 8T T F 0 NET U V K C S N CAP A MG CUT 0 N G A J W Q 0 K A 0 L C Q W P8 HAD E A P 8 U F U P X T 8 0 R V S

    R S R T L PEA F Q E N L 0 JAMMAC N 0 8 ODE L Z L L RED K 0E W 0 R R Q U A 0 G K L Y Q Y R X VDOT A N S 80M A T H G H S Z X L

    P F 0 J E H poe Y A J T T F E S Y EA U R G K R R Q E P C 8 E F G U W N AE L veE E 0 E A 8 R 0 J Z A V M V HM H H N T Y S C H E E C HAN N E L SP V J A 8 A W SPA S H F U V T 8 U M L

    E N T W R E W WAS Y 8 C Z seT W J E E N H L TEN 0 N E X U P H Q 1 SOXU (8 R 0 A 0 CAS T) F 0 V T U R Z GZ COW Y 0 R P J Z Y GAM [ S HOW K

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    TaxComplete each sentence with a word or phrase from the box.

    allowancehavens

    corporation deductible evasion exile freeincentives inheritance-rate- relief return

    inspector progressivevalue added

    The standard rate of income tax in my country is2S(!!()but well-off people pay more.

    2 Marbock has been sent to prison for tax . Hedidn't pay any tax for five years.

    3 In Illy country, tax on income is : rich peoplepay a higger percentage of their income than poor people.

    4 I have to fill in my tax _week.

    before the end of the

    5 Some of the items you ca 11 see here are tax- soyou don't have to pay any tax on t hem at all.

    6 You have to pay almost 20% _ tax on things likeperfume, alcohol and petrol.

    7 Wc have been told that we will shortly receive a visit from the tax______ who plans to look at all our accounts for the lastthree years.

    8 IIH' Bahamas and the Channel Islands are two popular tax_____ because taxes are low so that foreigners who

    wall! !o pay less tax invest there.

    84 Section 7: Background to business

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    9 The government is keen for foreign businesses to come to thi:-.region and therefore gives them a lot of tax _

    10 These businesses are given a number of other tax_______ as well.11 The government has increased the rate of tax we

    have to pay so the net profit for the business i" Iikc-ly 10 he downnext year.

    12 He could have received a lot of money after h h lalher's death buthe was badly advised and the state took nearly all of it in_______ tax.

    13 He earns so much money and taxes are so higll ill his owncountry that his accountants have advised hiru [() move abroadand become a tax _

    14 I pay less tax than other people because I haw a hig t.uuily andthere is a generous state tax _ lor III i\.

    15 She has to wear special clothes for her job bUI sill' gl"h vo u u - ()Ithe money back from the government because [IH'Y.1)(' [.IX_______ items.

    p In the US, the tax year runs from 1 July to 30 June. In the UK, it runs from6 April to 5 April!Another term for a tax incentive is a tax break.

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    The internetMatch the terms (1-16) with the definitions (a-p).

    Internet Service Provider (ISP)2 Search engine3 ISDN4 Bookmark5 Hyperlink6 Spam7 Newsgroup8 Keyword

    9 Online10 Download11 Upgrade12 Browser13 Homepage14 Intranet15 Freeware16 Virus

    a an internet application for an internal company networkb a high-speed telephone connectionc bring up to dated add to a list of favourite website addresses which you keep for

    easy accesse junk e-mailf damaging software instructions that enter your computer secretly

    and can change or destroy information on it9 a link from an e-mail to a web page, accessed by clicking on ith a virtual location where people can talk and read about a subject

    of common interesta company which gives you an account and access to the interneta tool which helps you find things on the Web

    k what you enter in a search enginewhe-n you are connected

    m I(IPY inlorrnation to your computer from anothern .I progralll like Internet Explorer which allows your computer to

    download documents from the World Wide Webo IIll' Ii rst page on a websitep \011 wa rc you don't pay for

    86 Section i:l: t3uslness In the twenty-first century

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    00 Customer .serviceWhat do customers appreciate? What do companies aim to provide?Complete the customer-friendly adjectives below.1 F8S1 service2 E - S- payment cond iIou-,3 G N R U discounts4 F N L sales stall5 H L- F - L answers6 E T A perforrnano-7 R P D response8 C N T N quality9 C M E E prices10 A - S- L T guarantee-11 L N - L S G products12 C E R instruction-13 F E delivery14 C E P insurance15 ~ efficiencyT L16 0 E dialogue17 p R 0 A treatment18 U -T -D T informal ion

    Section (J llll:>lIIPSS 111the twenty-first century 87

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    vO Business cu ltu reCan you communicate successfully across cultures? Match the statements(a-k) with the parameters (1-11) which help us to understand other nationaland corporate cultures

    Employee relations2 Monochromc/polychromc cultures3 Gender4 TItles5 Body language6 Punctuality7 Org.rru/uuonal hierarchy8 Leadi r \11IJ )9 Humour

    b

    10 111m11 I)llll tness/rndirectness of com III 1I11 anon

    I III happy to do several things at the same tune [ think'88 Sec IIUll 8 8u01ness In the twenty first century

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    a II (I meeting i'>,>uppml'd lo start at 9 o'clock, tl u-u I think ilshould start at 9 o'clock.

    b Managers and unions? It's them and us. You'll never gl'l lltl' twosides to really work together.

    C Everyone calls each other by their first names and I call walk intothe office of anyone in the company.

    d If I told a joke at the start of a presentation, Ill'Opll' wuukl think Iwas not serious about my job.

    e Idon't like people Idon't know to stand loo 110'>1'Itl m.f Just because someone has a doctorate, they dOIl'1 h.iv 10 ill,>i'>l

    that everyone calls them Doctor.9 I think it's right for the boss to have another PdY rise. Aftvr all, Ill'

    takes the risks and the difficult decisions.h Iike to say exactly what Ihink and I cxpec t ot lur people lo do

    the same.Iried to help one of the girls in the off icc: into lur 10.11.md Sill'got really angry!I tried to call this guy in Norway at 3 o'clock Oil l-tii l.rv .111lrlltltllland everyone in the office had gone horne!

    k Iike to do one thing at a time. I can't stand Pt'oplt who ,>1.111taking phone calls in the middle of meet ings.

    p The ability to communicate succosslullv across different cultures - national,corporate, professional is bocominq more and more important inbusiness today.

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    Of LearningVictoria Snape takes learning seriously. Match the different parts of herlearning programme (1-11) with what she does (a-k).The components of Victoria's learning programme are:12

    Learner autonomyEmotional intelligence

    3 Auditory learning4 Lateral thinking5 Neuro-Linguistic Programming (NLP)6 Focus on the competency gap7 Distance learning8 Acccler.ucd learning9 Graduation from the corporate university10 I.ifdollg learning11 Aw.ucncss of multiple intelligencesVictoria:a thinks about her performance, analyse it and models it on good

    examples.b tries to learn more, faster.C does intensive training at the company's main training centre.d plans on continuing learning throughout her career.e tries to find original solutions to problems lJy making unusual mental

    con ncctions.f develops the affective as well as the intellectual side of her personality.9 aims to manage her own learning.h IN~her computer, multimedia and her organization's intranet for

    k.llllillg.111](1('1\I.IIHh that sh