I Worksheet.

Question 1:

To: All staff

From: HR Department

Please remember that your manager must agree any holiday dates before you complete a form.

Why is the HR department sending this email?

to ask staff for some information

to explain how something is done

to tell managers about a problem

Question 2:

FINEFOODS

Agent required for nationwide distribution. Some experience in food retail an advantage. Refrigerated van provided.

Finefoods requires an agent to:

own a suitable vehicle for delivery.

be a specialist in food distribution.

deliver goods all over the country.

Question 3:

Staff should tell Jane Fellows

how many people have enrolled for the course.

if they are interested in doing the course.

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which of the courses they have decided to do.

Question 4:

Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our representative.

Contact Neil Smith if you want to

obtain information about the company’s prices.

arrange a visit to the showroom.

speak to a representative about special offers.

Crash Course in satisfying your customers

You suspect that your customers aren’t as happy as they once were. First, existing customers

seem to be  abandoning you for the competition almost as fast as you can get new ones. Second, your company has started to become the butt of bad jokes at conferences and in the press. So how do you set about measuring, and improving, your customers' satisfaction?

It's important to see things through their eyes. You can  try your service for yourself, or watch your customers using it. A further option is to carry out some qualitative research with your customers. Whichever way you choose, the objective is to identify the

issues on which customers will form their judgement of your service, so you can frame your questions accordingly. It would be foolish to think you could know all of

those questions, let alone their answers, at the  origin .

But your reputation is at  risk if you fail to deliver. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results. If you ask people what they are unhappy about and then do nothing about it, you will leave them more

disillusioned with you than ever. And remember that it’s a  moving target:

today’s satisfied customer is tomorrow’s bored one. A service level that touches the button today may be considered downright sloppy in six months’ time, such is the pace of change.

So keep saying to yourself, 'Let's find out where our performance falls below expectations, and then see what we can do about it.'

Reid Joinery – experts in wood

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I Worksheet.

Reid Joinery was established by Gordon Reid 15 years ago as a small company specialising in wooden structures, from floors to staircases. Since then, we have evolved significantly.

We attribute our success to the dedication and expertise of our workforce,

which  ranges from six apprentices to permanent employees who are

highly qualified and experienced. Reid actively  supports employees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

Quality is at the forefront of Reid’s philosophy and each new project, whatever its size,

is  handled with the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

At present, Reid is  committed in the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels. This is our largest

project to date, and is expected to be completed within  budget and on schedule.

Reid’s varied project  portfolio includes numerous blue chip companies, such as the BBC and Shell. Perhaps one of our most prestigious projects was restoration work we

carried  on at Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.

Business case study: OFC Co-operative

This week we take a look at the Scottish company, OFC Co-operative.

OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it is currently one of the most popular employers in Aveburn. Unlike a number of its competitors,

which are currently  running at a loss, OFC has reported its most successful year ever, mainly due to a major new contract early in the year. The company has plans to expand its core business in the coming year. A key factor in the company’s success has been its wish to create a highly skilled and motivated workforce, as highlighted in its mission

statement .

One of Stewart Green’s first actions on becoming the new Managing Director last year was

to  reckon his employees’ training needs. He then established a training

programme to enable all staff to work towards nationally recognised qualifications. The cost of this ambitious scheme was partially met by local enterprise agencies. Stewart said that motivating his staff was very important for him, adding,

‘As well as making sure employees have  access to training and good

working conditions, I’ve tried to ensure that staff at all  levels of the

ranges

supports

handled

committed

budget

portfolio

on

running

statement

reckon

recognised

access

levels

I Worksheet.

company are fully informed about the activities of the co-operative and are made to feel part of a

unique organisation.’ The future of the company is  seeming good. Having invested in both training and new facilities, this co-operative is now a major supplier of premium products, not just in the UK, but throughout Europe.

seeming

I Worksheet.

"There’s too much news about celebrities in the media nowadays."

What do you think?

For example, think about:

- the need to sell newspapers and magazines.

- why people are interested in celebrities.

- things you think should be in the news.

Now read these notes (A-I) and write them under the most appropriate heading. Try to add

one or two other notes.

A events and situations in other parts of the world

B production costs

C analysis and explanation of the background to major events

D wanting to imitate their way of life

E competition from the internet

F inspirational news about what ordinary people have done

G escape from mundane reality

H helping to create a sense of community with shared knowledge and interests

I the excitement of imagining their lives

the need to sell newspapers and magazines:

…………………………………………………………………………………………..

…………………………………………………………………………………………..

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why people are interested in celebrities:

…………………………………………………………………………………………..

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…………………………………………………………………………………………..

…………………………………………………………………………………………..

…………………………………………………………………………………………..

things you think should be in the news:

…………………………………………………………………………………………..

…………………………………………………………………………………………..

…………………………………………………………………………………………..

…………………………………………………………………………………………..

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Draw a line between each language function (1 – 6) and the right example. Can you think of any more ways of expressing the functions on the left?

1 Agree Does development always improve a town?

2 Disagree I’d say traffic congestion is unavoidable.

3 Ask a question Really...

4 Give your opinion I’m not sure I’ve understood you.

5 Ask for clarification Quite, I couldn’t agree more.

6 Encourage the speaker You might be right, but wouldn’t you say that....

Traffic congestion is an inevitable part of modern life. It’s more important to have houses and facilities than green spaces.

The effect of changes to society...

- Do you think people should try to influence things that happen in local communities?

- Who do you think should decide what changes should be made?

- What changes would you like to see in the future?