text:
This action might not be possible to undo. Are you sure you want to continue?
English Language Learning and Instruction System™ Business Series™ Instructor Guide
ELLIS Business Series™ Version 1 rev. a Instructor Guide © 1998 CALI, Inc. All Rights Reserved Printed in U.S.A.
.............................................................................................................................................................................................................................................................................................................................................................. 53 LESSON 4 .................... 108 THEME 11 – PLANNING ................................................................................................................................................................................................................................................ 71 LESSON 2 .............................. AND FAREWELLS LESSON 1 ...... 57 LESSON 4 .................................................................................................................................................................................... 68 LESSON 5 .................... 64 THEME 9 – CONTRACTS LESSON 1 ............................... 113 ii ......................... 73 LESSON 4 .......................................................................................................................................... 49 LESSON 4 ......... 59 VOLUME 4 CONTRACTS AND NEGOTIATIONS THEME 8 -...........................................................................................................................................................PHONE SKILLS LESSON 1 ........... 97 THEME 7 – PHONE SKILLS .......................................................................................................................... 92 THEME 5 – BUSINESS SOCIAL SKILLS ........................................................... 69 VOLUME 5 BUSINESS MEETINGS AND DISCUSSIONS THEME 10 – DISCUSSING BUSINESS LESSON 1 ............................................................................................................................. 89 THEME 4 – FOOD .................................................................................................................................................................................................................................................................................................................................... 63 LESSON 3 ................................... 62 LESSON 2 ....................... 75 LESSON 2 ...................... 55 LESSON 2 .......................................................................... 74 THEME 11 – PLANNING LESSON 1 ....................................................................................................................................................................................................................................................................................................................................... 50 THEME 6 – GREETINGS................................................. 48 LESSON 3 .............................................................................................................................................................................. 86 THEME 3 – HOTEL ......................................... 110 THEME 12 – MEETINGS ........... 105 THEME 10 – DISCUSSING BUSINESS ................................. 95 THEME 6 – GREETINGS..................................................................................... AND FAREWELLS............................................................................................... 79 LESSON 2 ............................................... 66 LESSON 3 ........................................................................................................................................ 77 THEME 12 – MEETINGS LESSON 1 ...................................................................................................................................................... ................ 82 ANSWER KEY THEME 1 – AIRPORT............................................................ INTRODUCTIONS...CONTRACTS ......... 84 THEME 2 – GROUND TRANSPORTATION ..................... 52 LESSON 3 ..................................................................................................................................................................................................... 51 LESSON 2.......................................................... 80 LESSON 3 ..........NEGOTIATIONS LESSON 1 ................................................................................................................................................................... 100 THEME 8 – NEGOTIATIONS ................................................................................................................................................................................................................................................................................................... 65 LESSON 2 ..................................................................................................................................................................................................................................................................................................... INTRODUCTIONS................................................................................................LESSON 2 ......... 54 THEME 7 -................................................................................................................................................................................................. 67 LESSON 4 ............... 72 LESSON 3 ................................................................................... 103 THEME 9 -.......................................................................................................................................................................................................................
All grammar structures are underlined. or vocabulary items. Themes have between 3 and 5 lessons. giving students realistic situations and the opportunity to play an active role in the learning process. please refer to the Installation and Implementation Guide. 2. The theme objectives show what is taught in Business Series. which provide immediate information concerning were Business Series teaches any item of instruction. Scripts are divided into themes. The scripts will help you plan your lessons in the following ways: • • • They include all the dialogue the learner sees from each lesson. The scripts are organized in a user friendly format. learners will not be faced with instruction that is too far above or below their ability. The same words that are highlighted on the screen are highlighted in this book. This means that you don't have to go to the computer to know what vocabulary words or grammar structures are taught in each lesson. The scripts in this guide are marked as follows: • • • • • All vocabulary words are italicized. ELLIS products combine the technology of computer assisted instruction with established instructional theories to produce the most innovative ESL program available. Each lesson suggests practice activities for one or more of the following skills: grammar. ELLIS products effectively utilize the computer for language learning. Scope and Sequence Charts. At the end of each theme's script are ideas for in-class activities.Introduction elcome to The ELLIS Business Series™. You may want to integrate the objectives of Business Series with those of any other curriculum materials your institution uses in addition to the ELLIS Business Series Learner Response Book. and activities the students can do outside of the classroom. All vocabulary phrases are bolded. With the flexibility of ELLIS and the instructor's familiarity with the needs of each student. W Instructors can use this Instructor Guide as a resource tool. communication skills. and is divided into three main sections: 1. Much like a textbook. ELLIS is a resource that can help you design and meet course objectives. For information on how to use the features on The ELLIS Business Series and Instructor Utilities. The Instructor Guide contains information and materials for each of the 12 themes in The ELLIS Business Series. culture. The entire conversation script for each lesson is included in this manual. Answer Keys provide answers to all practice activities in the ELLIS Business Series Learner Response Book. 1 . All pronunciation example words are in red. 3. Scripts give a complete text of Business Series' lessons and show which words are highlighted for definitions or more information.
3 [a] ah document 1. Customs 5. Exchanging Money ♦ Perfect tense ♦ Past tense ♦ Progressive tense ♦ Present tense ♦ Future tense Answering questions Dealing with problems Discussing where and how to exchange money Discussing exchange rates and exchange fees Airline check-in procedures Dealing with problems Immigration and customs procedures Expressing dissatisfaction Exchanging money Using traveler's cheques 1.5 [i] ee need Grammar Focus Communication Culture Pronunciation Focus 2 .1 [e] eh them 1.2 [w] i miss 1.4 [ew] ey place 1. Immigration 4. Airline Check in 2. Dealing with Problems 3.ELLIS Business Series Lessons Theme 1 Airport 1.
ELLIS Business Series Lessons Theme 2 Ground transportation 1. Rental Car 2.2 [j] y you 2. Taxi ♦ Conditionals ♦ Gerunds and infinitives ♦ Prepositions review Renting a car Asking for and giving directions Giving instructions Arranging for airport or hotel shuttles Arranging for and hailing a taxi Driver's licenses Differences between rental cars Airport and hotel shuttles Advantages of taking a taxi 2.1 [aw] ai like 2.3 [w] i in Grammar Focus Communication Culture Pronunciation Focus 3 . Making Transportation Arrangements 3.
1 [p] p help 3.3 [u] oo room 3.2 [z] z is 3. Concierge 3.ELLIS Business Series Lessons Theme 3 Hotel 1. Checking Out ♦ Yes/No questions ♦ Information (Wh-) questions ♦ Tag questions ♦ "How" questions Checking into a hotel Ordering room service Calling housekeeping Arranging for a wake-up call Checking out of the hotel and discussing the bill Hotel reservations Hotel concierge Using hotel services Checking out 3. Hotel Services 4.4 [s] s still Grammar Focus Communication Culture Pronunciation Focus 4 . Checking In 2.
Breakfast 2. lunch.5 [l] l lemon 4. Ordering Dessert 7.ELLIS Business Series Lessons Theme 4 Food 1.4 [c] uh just 4. and dinner foods Restaurant reservations Tipping the server Restaurant specials Common practices when paying the bill 4.7 [›] th think Grammar Focus Communication Culture Pronunciation Focus 5 . Getting a Drink 6. Dinner 4.2 [±] ch cheese 4. Paying ♦ Articles ♦ Count and Non-count nouns ♦ Quantifiers ♦ Pronouns Ordering food in a restaurant Asking for recommendations Asking about specials Ordering drinks and dessert Paying the bill Discussing questions about the bill Common breakfast.3 [r] r garlic 4.1 [ ] dh that 4. Reservations 5. Lunch 3.6 [o•] o okay 4.
1 [t] t ten 5.4 [†] ng going Grammar Focus Communication Culture Pronunciation Focus 6 .2 []] aw out 5.3 [¥] zh pleasure 5. Meeting the Receptionist 2.ELLIS Business Series Lessons Theme 5 Business Social Skills 1. Giving and Accepting Compliments 4. Meeting your Contact 3. Making and Accepting Invitations ♦ Common contractions ♦ Forming contractions in the perfect tense ♦ Forming contractions in the future tense Greetings Small talk Giving and accepting compliments Making and accepting invitations Appropriate greetings Small talk with new acquaintances Forms of non-verbal communication Giving and accepting compliments Invitations 5.
Making Introductions 2.2 [•] u good 6.3 [a•] ow doubt 6.4 [g] g give Grammar focus Communication Culture Pronunciation Focus 7 . Saying Goodbye ♦ Equatives ♦ Comparatives ♦ Superlatives ♦ Parallel structures Greeting acquaintances Making introductions Giving compliments to friends Making small talk Discussing jobs and hobbies Pre-closings Saying goodbye and making plans to meet in the future Common greetings with acquaintances Common introductions –formal and informal Giving compliments in introductions Appropriate and inappropriate small-talk topics Complimenting others. Small Talk – Personal 4. occupations and hobbies Saying goodbye –formal and informal 6.ELLIS Business Series Lessons Theme 6 Greetings. and Farewells 1. Introductions. Small Talk – Business 3.1 [u] oo you 6.
Making Travel Arrangements and Reservations ♦ Modal auxiliaries ♦ Types of modals Answering the phone Taking messages Asking for voice mail Making an appointment Discussing dates and times Paying for an order over the phone Asking for and giving the appropriate information Common phone greetings and goodbyes Common introductions over the phone Methods of payment Making travel arrangements and reservations Confirming reservations 8. Making and Changing an Appointment 3. Placing an Order 4. Answering the Phone and Taking Messages 2.2 [w] w well 8.4 [k] k king Grammar Focus Communication Culture Pronunciation Focus 8 .1 [b] b back 8.3 [h] h handle 8.ELLIS Business Series Lessons Theme 7 Phone Skills 1.
2 [•] sh share 9.ELLIS Business Series Lessons Theme 8 Negotiations 1. Seeking Assurances ♦ Active versus passive voice ♦ Forming the passive voice ♦ Stative passive voice ♦ Other forms of passive voice Asking for repetition or explanation to clarify meaning Apologizing for mistakes or delays Making objections and expressing concerns Discussing solutions and resolving concerns Making commitments Importance of asking questions to clarify meaning and obtain information Polite ways to express problems or concerns Methods of resolving concerns Commitments in business 9. Handling Objections and Reaching Consensus 3.1 [v] v five 9.3 [•] u would Grammar focus Communication Culture Pronunciation Focus 9 . Clarifying Meaning 2.
3 [d] d dealer 10. Considering Options 2.5 [ew] ey days Grammar Focus Communication Culture Pronunciation Focus 10 . Term and Termination 3. Territories 4. Making. Accepting. and Declining Requests ♦ Greek and Latin word roots ♦ Prefixes and suffixes ♦ Noun and adjective forms Methods of negotiating Discussing options with clients and customers Discussing terms of a contract Discussing legal issues Discussing territory and distributing issues Making and accepting requests Declining requests Importance of negotiating Importance of commitment to customers Making requests Listening skills Terms of a contract 10. Legal Issues 5.2 [°] ts that's 10.ELLIS Business Series Lessons Theme 9 Contracts 1.4 [f] f fire 10.1 [g] g glad 10.
ELLIS Business Series Lessons Theme 10 Discussing Business 1. Discussing Opinions 4.2 [s] s us 7.1 []w] oy join 7. Talking with Co-Workers 2. Finding Solutions 3.4 [h] h hurt Grammar Focus Communication Culture Pronunciation Focus 11 . Expressing Agreement and Disagreement ♦ Personal pronouns ♦ General pronouns ♦ Possessive pronouns ♦ Reflexive pronouns ♦ Direct/Indirect object pronouns Expressing concerns Giving suggestions/stating opinions Discussing and writing proposals Reaching an agreement Coffee and lunch breaks Polite and impolite methods of sharing opinions Methods of giving suggestions in the workplace Expressing ideas with confidence 7.3 [r] r agree 7.
ELLIS Business Series Lessons Grammar Focus Theme 11 Planning 1. Planning a Meeting 2.1 [m] m meal 11. Making Arrangements for a Trade Show ♦ Meanings of prepositions ♦ Types of prepositions ♦ Phrasals (two-word and three-word verbs) Making arrangements for a business meeting at a hotel Discussing meeting-room options Discussing catering options Discussing equipment rental Making arrangements for a booth and equipment at a tradeshow Why companies host business conferences Importance of knowing important information when planning for a business meeting or tradeshow 11.2 [ae] a laptop Communication Culture Pronunciation Focus 12 .
1 [n] n nice 12.3 [a] ah profit Grammar Focus Communication Culture Pronunciation Focus 13 .2 [j] ® just 12. Reporting Results ♦ Subject-verb agreement ♦ Subject-verb agreement with prepositional phrases ♦ Gerunds as subjects ♦ Singular pronouns ♦ Unusual non-count nouns Making introductions in a business meeting Discussing the agenda for a business meeting Giving status reports Discussing the many factors that affect a business Discussing sales and financial reports Discussing different options to increase profits and sales Conducting a business meeting Giving status reports in a meeting Asking and answering questions in a meeting Factors that can affect a business Business strategies to increase profits and sales 12. Conducting a Meeting 2. Describing Trends 3.ELLIS Business Series Lessons Theme 12 Meetings 1.
Volume 1 Airports and Transportation 14 .
Have you accepted any packages or bags from strangers? No. Boarding will begin 30 minutes before departure. Branch 1 . That will depart out of D7.Itinerary Check A Your final destination today is London's Heathrow? T A T A T A Wait. (And. This case will be a carry on. All right. That'll be alright. Perhaps it was another airline.Airport Lesson 1 A: T: A T Airline Employee Bill Thompson Good morning Good morning. T A 15 . You're on flight 1546. Thank you. did you pack these bags yourself?) Yes. We only fly into Heathrow. sir.Theme 1. Here you go. I've always flown into Gatwick. Branch 2 . OK. Have these bags been in your possession since you packed them? Yes. I'll need to see your passport. Thank you.Bag Check A How many bags are you checking today? T A T A T A T Just these two.
Here's one. They've already given you a boarding pass with a seat assignment. T A T A T I know. Let me check. Can I see your old boarding pass? You bet.Changing Seat Assignments A You're all set. That's much better. They had you seated in 43E. 21A. 16 . Could I get an aisle or window seat closer to the front of the plane? The flight is quite full. Glad I asked.Branch 3 .
I can't believe this. but you won't be able to get to Rio until tomorrow night. of course. Just book me on that flight. Uh. you could spend the night here in Tokyo or go on to L. What am I supposed to do? Well. E A E 17 . You just missed that.Lesson 2 A E A Airline Employee Emily How can I help you? Branch 1 – Change Flights E My flight's been delayed. I'm afraid you won't be able to make your connection in Los Angeles. There is a flight leaving for San Francisco at 6:00 am. but it was just canceled.A. I'll be late for my meeting. You'll arrive at 9:15 with the time change. but I guess I have no choice. I have a 10:00 am meeting in Rio. Branch 2 – Flight Canceled E I was on flight 860 to Los Angeles. Here's one at 9:00. Uh…you could make a connection there to Rio. A E A E May I see your ticket? Oh. That's fine. What are my options? There was a flight at 7:00pm. I'm sorry. A E A E A All right. But I needed to be in Rio by morning. There is another flight at 9:30. I'm concerned that I'll miss my connecting flight. we'll pay for all accommodations. You've got to be kidding me. and stay there.
don't worry. A E A E A E A We'll figure something out. Oh. I don't care what you do. Oh. You can use this ticket. unfortunately.Branch 3 – Voicing your dissatisfaction E I am very upset. What about my luggage? Don't worry. at least I'll be in Sydney on time. Otherwise. it will be delivered to your hotel first thing. fantastic. I need to be in Hong Kong by tomorrow. E 18 . Branch 4 – Problem gets resolved E I hope so. I already paid for this ticket. Guess it's better than nothing. I'll see if it can be transferred. We regret the inconvenience. I'll call Pacific for you. We could put you on another airline. so you'll need to hurry. You delayed my flight for 4 hours. and now you tell me you cancelled it? A E A E I'm sorry. We were just told that the plane can't be fixed today. and I have to get to Sydney. Why didn't you just put me on one of the other flights that went to Hong Kong today? The ground crew tried to fix the problem. Pacific Airlines has a non-stop flight to Sydney in 25 minutes. You need to go to terminal A. Well. Here's your ticket. My plane broke down. Your airplane had mechanical problems.
Here's your passport. May I see your (travel documents) please? Here you go. I am a consultant. IO T And what kind of business are you in. I'm just visiting some friends. but it's full. And what is the purpose of your visit? Branch 1 – Business T Business. Thank you. 19 .Visiting Friends T Pleasure. IO T IO T IO T May I see your itinerary and return ticket. and Customs is through those doors to your left. here they are. Where do I go now? You can pick up your luggage over there. Branch 2 – Conference T I'm attending a business conference. But I am thinking about staying a little longer. Thompson. How long will you be staying? I'll be here for one week. please? Yes.Lesson 3 T IO Bill Thompson Immigrations Officer T IO T IO T IO Hi Hello. Thank you. IO T: Where will you be staying? I was going to stay at the downtown Grand Plaza. Mr. Branch 3 . Your visa's valid for 30 days. Thank you.
and uh. 20 . please? T C T C No problem. What's this? (It's a gift for my business associate who lives here. (Are you transporting any live animals or animal products?) Um. Branch 3 . Could you open the box for me. please? T CO T CO T Sure. place your luggage on the table? (Guess I picked the wrong time to joke around.) Branch 2 . what do you have inside the box. Could you step over here. That's fine. sir? T CO T CO Brochures and demonstration CDs. or vegetables into the country?) No. It's only demonstration software. (Are you bringing any plants. Here you go. Branch 4 . I always bring these to shows. fruits. sir. Thank you. please? Sure. I don't. I just have my laptop and some software.Lesson 4 CO T Customs officer Bill Branch 1 – Answering Questions T Hi there. please.) Okay. CO T CO T CO T CO T Hello. I'm not. Thanks.Checking your garment bag C Could you open your garment bag.Checking a box CO Uh. (Do you intend to sell this software during your visit?) No. not that I'm aware of. No. Yes or no. sir? I'm sorry.Checking your briefcase CO Could you open your briefcase. Thank you.
rates vary greatly.Lesson 5 CL T CL Clerk Bill Thompson Hi. That's one hundred. at your hotel. Their rates are the best. 21 . Try to go to a bank. CL T CL T That's $217 after deducting the exchange fee. I need to exchange a traveler's cheque. T CL T Which is better. it doesn't matter. Here's your money minus the service fee. or some major stores. changing currency or traveler's cheques? (In this country. fifty. again. Have a good day. seventeen. two hundred. (I have a stamp. sixteen. CL T CL T CL T CL T May I see your passport? Here it is. Thank you.. Who should I make this out to? You don't have to fill that in. here's your receipt. I'm sorry. ma'am. ten. and here's your passport. Thanks. Branch 3 – Discussing Rates T Are your rates the same as the bank's? CLThe bank's rates are better. It's the same for both.) Okay. Do you mind signing this? Oh. (Do you want all small bills?) A few larger ones would be okay. seventy.) Thanks for your help. can I help you? Branch 1 – Changing Money T I want to exchange this money. (Are all exchange rates the same?) No. Branch 4 – Where Can I Exchange Money? T Where can I go to exchange money? CL T CL T CL Here. Branch 2 – Changing Traveler's Cheques T Yes. Excuse me. ninety. Uh huh. at a bank. but they're closed now. There you go. fifteen.
Branch 3 – Yes. you'll see signs for the Midtown Expressway. Is it a problem if I extend another day? No problem at all. But I would like a cellular phone. Thank you for choosing AVID. Just make sure the car is returned full. you can return the car empty. Then I'll get a full size. I'll get the mid-size. (Do you want to pre-pay the gas?) How does that work? If you pay us for a full tank of gas now. RA H RA H RA Good choice. That'll be fine. Have a nice day. Great.Ground Transportation Lesson 1 H RA H RA Hart Rental Agent I have a car reserved for Hart. You have a compact reserved. You can just call us if you need the car longer. Okay. Uh. Would you like to purchase collision insurance that covers any damage to the car? No. Fine. Do you need insurance? H I think I will upgrade to a full-size car if it's not too much money. After about a mile. What about extending the rental? H No. just initial here to (decline the coverage) and sign at the X's. Okay. the incremental cost is 33 dollars. For the three days. turn right out of the lot. RA H RA H RA Sure. Would you like to pre-pay the gas? H Yeah. That'll take you into downtown. RA H RA H RA You're reserved for 3 days.) Branch 2 – Yes. (Can you tell me how to get) downtown? (Sure. Can I see your driver's license? Thank you.Theme 2. No thanks. 22 . My company has insurance. I won't be using a full tank. Would you like to upgrade to a larger vehicle? Branch 1 – No.
) 23 . And take another quick right onto 101 West. RA H RA H RA H RA Will you be returning the car to this location? No. How much is the drop-off charge? H I need a minivan. Do you understand that there will be a $50 drop-off charge if you don't return the car to this location? Yes. I do. Ah. Do you need directions? Yes. you just turn left out of the lot and turn right on Madison. (Sure. And then go about 50 miles and take the Monroe exit. I'd like to leave it in Monroe. if that's okay.Branch 4 – Yes. And I'd like a map if you have one.
Standard fare from the airport to the Mac Center is 21 dollars. I see it. All right. I can get you one. man. and they'll come and get you. Do you take credit cards? Sure. Thanks for the heads-up. How long does it take? Not long at all. one aisle over.) Okay.) Branch 2 – Take a Taxi T The McMillan Center. There's a list of hotels there. The shuttle will stop at that blue sign. 24 .Lesson 2 T TA Bill Thompson Transportation Agent TA Hi. Tell them what airline you came in on.) Okay. Will I have to take a taxi? TA T TA T TA T Yes. (Thanks. Where're ya headed? Branch 1 – Take a Shuttle B The Concorde Hotel? TA B TA B TA B TA B The Concorde? (They have a free shuttle. Great. (Now that doesn't include the tip. Pick up the phone and dial the number to the Concorde.) Go back in those doors and you'll see (a panel to your right.
Then I'd take the Super Shuttle. Okay. Sure.Branch 3 – Take a Bus T I'm going to stay at the Quality Suites. Okay. One way or round trip? Round trip. (Just call the number on the ticket the day before) you need to come back to the airport. T TA T TA T TA 25 . You won't get there fast with all the stops they'll make. Can I get tickets here? Sure. but it's a lot cheaper. TA T TA Are you in a hurry? Not particularly. thanks.
Thanks. 9 dollars. Where to? 129 Madison Street. Thank you. Here you go. Have a good day.Lesson 3 (no branches) J T L Joe Taxi driver person on the street J L J T J T J T J J T Where [can] I get a [taxi]? [At] the end of the street. Taxi! Do you want the [bags] in the trunk? Yes. 26 .
Volume 2 Hotels. and Hospitality 27 . Restaurants.
Yes. Mr. CL I'm sorry. Mr. Thank you. just attach your business card to this registration form after you fill it out. I can offer you a room with two beds. here's your reservation. I don't seem to have a reservation in your name. we do. I have a room reserved under the name Thompson. Thank you. (Can you give me a business or corporate rate?) Yes.Theme 3 . thank you. That's all right. I don't. Thank you. CL B CL B CL B Do you have a reservation? No. yes. your name. please. I have a reservation. The confirmation number is 8675309. let me see. Thompson. Sorry for the inconvenience. (says "zero") B CL B CL B Branch 3 . Will that be all right? Yes. Okay. Thank you. The elevators are just past the gift shop. Uh. Yes. Okay. Thompson? T H O M P S O N.Hotel Lesson 1 CL Good evening. Branch 4 . Mr. it was.No Reservation B Yes. Thompson.Standard Check In B I need to check in. Was it a confirmed reservation? Yes. May I help you? Branch 1 . T Branch 2 . here it is. I need a room for three nights. sir? Bill Thompson. Ah. I'll check to see what we have available. Do you want a non-smoking room? Yes.Canceled Reservation 28 . then to your left. Do you have a room with a king-size bed? Uh.Trouble with your Reservation B Yes. you are in room 713. How do you spell your last name. CL B T B CL Ah.
) But I have a reservation. There's a driver outside waiting to take you there. but your room was not guaranteed for a late arrival. It figures! Branch 5 – Getting another room T Hi. Is that far? Not at all. sir. Oh. C B C That's right. Thompson. I need to check in. I was told you would help me find a room. The reservation is for Thompson. (Mr. my name is Bill Thompson. Thompson. Thompson. Mr. Um. T C T 29 . Mr. Just ten minutes away. I'm sorry. Are you serious? I can't believe this! I'm sorry. and now no hotel room. Yes. Sorry about all the trouble. (No problem. we were only able to hold your hotel room until 6:00 pm.B C B C B C B Yes. let me see what we can do. We have made arrangements for you to stay at the Grand Plaza uptown. I understand. Thank you.) Thanks. twelve hours in a plane. Have a nice evening. and they've set aside a suite for you at no extra charge. Two layovers.
what kind of food do you like? Italian. I'd like to see Phantom. What can I do for you? Branch 1 – Entertainment T What is there to do around here at night? C T C T C T C Well. there's a symphony in town. I guess. Chinese. Branch 2 – Food T (How about recommending a restaurant?) C T C T C T Formal or casual? Something in between. would you rather see a show? Which shows are playing? There's Les Mis… and Phantom of the Opera. Sounds perfect. or balcony seating?) I'd rather pay a little more to have better seats.Lesson 2 T C Emily Concierge T C Is this the concierge desk? Yes. Well. Um. where can I get tickets? (I can take care of that for you right here. Oh. main floor. No problem. Or. They have great steaks and seafood. then I would go to the Black Angus. Would you like orchestra. Well. Mexican. Maybe some fish. American? I feel like steak. it is. 30 .
What do you recommend?) Well. Thanks for your help. but I only have three hours. and boat tours. there's so much to see that I would recommend a guided tour. When would you like to go? (Tomorrow. T 31 . Here's information on each one. there's a two-hour bus tour in the morning and then one in the afternoon.Branch 3 – Guided Tours T How can I best see the city? CL T CL T CL Well. or are they all about the same? Well. Any particular one. there's walking tours. bus tours.
Great. I know it's late. Branch 1 . And why don't you send up some onion rings. When do you think that will get here? I'll send someone up right away.Housekeeping for an Iron H Housekeeping. I need to have an iron brought up to my room. T H T H T H T (Yes. And could you send up a few more towels please? Absolutely. You can order anything from the 24-hour menu . too? So that's a light snack.) An iron to room 713. I'll have the chicken wings. Thanks. Anything to drink? A big Coke. That's great.) I just need a light snack. huh? I deserve it. Branch 2 . 32 .Lesson 3 T CL RS H Thompson Front Desk Room Service (VO) Housekeeping (VO) T Looks like I'm going to need some help.Room Service RS T RS T RS T RS T Room Service (Yeah.
Leaving a wake up call CL Front desk.Where's the business center? CL Front Desk. But when it does. sir. let me check. we'll call your room or leave a message.Branch 3 . How may I help you? T CL T CL T CL Yes.) Great. Where is it? It's on the second floor. Okay.) When would you like your wake-up call? Six o'clock. No. Have a good night's sleep. Thank you. Thompson. Has it arrived? Uh. Room 713 at 6:00 am. Branch 4 . (We have a business center here at the hotel. 33 . I'm expecting a fax. And I need to send one as well. Mr. it hasn't. T CL T CL T (I need to have a wake-up call.
Lesson 4
T CL I can check out here, can't I? Certainly. Was everything satisfactory?
Branch 1 – Payment T Yes. CL T CL T Would you like to leave this on your credit card? I already paid, didn't I? Your VISA imprint was taken to cover incidentals. You still need to settle your account. Okay.
Branch 2 – Review the Bill T I don't understand all these charges. CL T CL T Which ones would you like me to explain? I thought my rate was one hundred a night. But, this is much more. This is the room rate, this is an occupancy or room tax, this is our city tax, and this is the sales tax. It sure adds up, doesn't it?
Branch 3 – Frequent Traveler Points T The room was great. Can you make sure I get my frequent traveler points for this stay? CL T CL T Would you like to leave it on your Grand Plaza Hotel Rewards program? No, I prefer Pacific Air miles, please. I'll make sure your account's credited. I'd appreciate it.
Branch 4 – Bag Storage T Everything was wonderful. Can you store my luggage for a few hours? CL T CL T No problem. Let me call the bell captain. Great. And make sure you keep the claim tickets that he gives you. All right.
Theme 4 – Food
Lesson 1
W E W Waitress Emily Good morning. What can I get you?
Branch 1 - I'll get the buffet E I'm not sure, but I'm starving. W E W E W E If you're that hungry, then you should get the buffet. What do they have in the buffet? The chef can make you an omlet, French toast, waffles, or pancakes. That sounds great. Plus, there are hash browns, meats, cereals, breads… pretty much any breakfast food you'd want, and it's all you can eat. (You sold me. I'll have the buffet.)
Branch 2 – I'd like the special. E I feel like some eggs. W E W E W E (Then I'd get the special.) How would you like your eggs cooked? Over easy. Do you want sausage, bacon, or ham? Ham, please. White or wheat toast? Wheat, thank you.
Branch 3 – Something light E What do you have that's light? W E W E W E W E We have a number of light choices. Maybe a bagel or some fruit? Do you have any yogurt? Yes. Strawberry, banana, and blueberry. I'll have blueberry. Just the yogurt, then? No, I'll have both, please. (Yogurt and the bagel or yogurt and the fruit.) Sorry, I meant, uh, yogurt and the fruit.
Lesson 2
T W W Thompson Waitress Have you decided what you'd like?
Branch 1 – Salad T I'll have a salad. W T W Would you like a caesar or a chef's salad? I'll have the chef's salad. What dressings do you have? We have many kinds of dressings. Ranch, Bleu Cheese, Thousand Island, Russian, Italian, and our house dressing. What's the house dressing? (Raspberry vinaigrette.) Wow. That sounds fabulous. I'll have that.
Branch 2 – Sandwich T I'm going to have a sandwich. W T W T W T W T We have lots of sandwiches. Are you in the mood for a hot or cold sandwich? Cold, I guess. I can't decide between the turkey and roast beef. Do you like chicken salad? It's the best sandwich we have. (No, I don't. Thanks, though. I'll have the turkey.) White, wheat, rye, or sourdough? Excuse me? What kind of bread do you want? Oh, I'm sorry. White.
That sounds good. That comes with free refills. lemonade. too. great. Great. milk.Branch 3 – Soup T What's the soup of the day? W T W T W T W T (We have a couple of soups. Do you want a cup or a bowl? I'm pretty hungry. I'll bring ketchup and mustard with your burger. Chicken noodle and clam chowder.) What would you recommend? We're known for our clam chowder. I'll have a bowl. I'll have that. and ice tea. Branch 5 – Drinks T What do you have to drink? W T W T W T Uh. soda. Do you want fries or onion rings? Fries would be great. everything. W T W T W T W What do you want on that? Lettuce. Branch 4 – Hamburger T Just a cheeseburger. Can I get some bread? It comes with a basket of rolls. pickles --(everything but onions. Do you want a slice of lemon in that? No. Oh.) Great. (Okay. I'll have a diet cola. hold the onions. juices. I like lots of salt on my French fries. tomatoes. please? You got it. thanks.) One cheeseburger. and could you bring some mayo. 37 .
Lesson 3 E T W W Emily Thompson Waitress (Here are your drinks. with a light Italian dressing.Specials T Could you tell us about the specials? W E W Sure. fries. It is. We're featuring a roasted leg of lamb. W T W T E Would you like soup or salad? (Does it come with the meal?) Yes. please. or rice? Baked potato. Same for me. I'd like the oriental salad. Branch 3 – Pasta T I'll have the spaghetti with meat sauce. 38 . Have you decided what you'd like to order?) Branch 1 . T W E T Branch 2 – Steak and Fish E Yes. (And you. Do you want a baked potato. I'll have the swordfish. That's served with garlic mashed potatoes. Do you have any fish? Our fresh fish is Pacific swordfish. Thanks. it does. That's simply grilled and is served with wild rice with mango chutney on the side. sir?) I'll have the fillet mignon. I think I'll have the lamb. W T W T A good choice. That sounds delicious. please. Branch 4 – Chicken E (Could I have the chicken cordon bleu and a salad with thousand island dressing?) W E Sure. And we also have an excellent prime rib. And how would you like that prepared? I'll have it medium. medium rare. I'll have the salad.
or chives on your potato? Yes. All three. butter. And what can I get you this evening? I'd like the veal picatta with rice. 39 . Okay. and I'd like the soup.W E W T Would you like sour cream.
Okay. (I can seat you in the smoking or non-smoking section. M E M E Ah. Here we go. This way.) Let's do that. T No. How long is the wait? M T M E B Well. M T M Here we are. Right this way. Well. (You can wait in the bar if you'd like.) Which would you prefer? Non-smoking. Perhaps 40 minutes. yes. Branch 3 – Smoking or Non-Smoking? E Yes. here it is. It'll probably be less than that. there are quite a few people in front of you. Thank you. Do you want to wait that long? That's just an estimate. party of two for 8 o'clock. I have you down for four.) Okay. (They couldn't make it. 40 . Branch 2 – No. Thank you. We had a table reserved for Thompson. Will others be joining you? No. Do you have a reservation? Branch 1 – Yes T Yes. Branch 4 End Piece (Getting Seated) M Will this table be all right? T M B Fine. please.Lesson 4 E T M M Emily Thompson Maitre' D Good evening. Mary will be your server this evening. Enjoy your meal. let me check for another table. I have a reservation for Hart. please.
Lesson 5 T E W W Thompson Emily Waiter Can I get you something to drink while you're looking over your menus? Branch 1 – Yes T I'll take a martini. we have a great. what do you want? Gin and tonic for me. Branch 2 – Wine T Do you have a wine list? W E T W E Yes. um. raspberry wheat brew. (Lemon or lime with that?) Lime. Do you have any local beers? You know. 41 . a lager. Make that two glasses.) E W E I'll just have a little water. Tap water is fine. thanks. please. W T E W E How would you like that? Very dry. Mmm. two olives. thanks T (Nothing for me. Branch 3 – Beer T What do you have on draft? W E W E T We have a cream stout. and a light beer. (Do you want me to bring a bottle?) Sure. a pale ale. please. I'll have. Branch 4 – Nothing. Would you like mineral water? No. Emily. thank you. a glass of merlot. that's what I'll have. I'll have the lager. Here you are.
(And we'd each like coffee. I'll bring coffee for both of you. the chocolate cake or the apple pie?) W E T W T I'd get the apple pie. I'll have some tea. I'm satisfied.) W T E T Nothing looked good. decaf. I'll take these plates for you and be right back. W E T (Regular.) Okay. huh? No. Would you like cherry topping? No. Okay. T (No dessert for me.Lesson 6 E T W Emily Thompson Waitress W W Here's some dessert menus. But I'll have an amaretto. 42 . Just some coffee. it all looked great. too. thanks. I'll be right back with your drinks. Just the check. I'll take the cheesecake. thanks. Just plain. what can I get you for dessert? Branch 1 – Pie E (What's better. E W T W I'll have a cognac. I'll pass. Branch 3 – After dinner drink T No dessert for me. Then that's what I'll have. So. please. Me. Branch 4 – No thanks. too. It's incredible. Branch 2 – Just coffee E Nothing for me. please. or espresso?) Cappuccino. thanks.
I can't let you pay for that. I'll fix it right away. We didn't order an appetizer. Bill. Bill. That should be plenty. no. sir. T E T E T Emily. Branch 1 – Bill Pays T I'll get that. It's my pleasure. E T E T E T No. Thanks.) W T W T I'm sorry. Bill. Emily. We don't accept that card here. Branch 4 – How will you pay? T Here you go.) Thank you. I don't have enough cash on me. Branch 3 – Disputing the Bill T Excuse me. Emily. Let me check that for you. 43 . (I think there's a mistake on the bill. That's fine. that's just the tax. Thank you. I beg your pardon.) I think it's included. Oh. I'll leave about eight then. though. The next one's on me. Okay. What's the amount? The total is fifty-one sixty-four. That's my fault. W T I'm sorry. Let me take care of this.Lesson 7 E T W W T Emily Thompson Waitress Here you are. (At least let me get the tip. All right. sir.) Please. (Let's split it. (I'll be your cashier this evening. Branch 2 – Emily Pays E That was my treat.
Thank you. sir? (Of course.W T W T W Are you staying here at the hotel. I'll take care of the rest. I'll just put it on my room. 44 . Have a pleasant evening.) If you could just complete the bottom portion and sign it. You're welcome.
Volume 3 Office and Social Skills 45 .
L B L B L B May I have your name. Roberts is running a little late. Mr. My pleasure. I've heard a lot about you. Branch 3 – You'll have to wait B I'm here to see Mr. I'm here to see Jake Roberts. That's about 50 degrees Fahrenheit. Coffee. I'll let him know that you've arrived. Black. Hasn't the weather been awful lately? I'd say. Thompson is here to see you. sir? Bill Thompson. Thanks. Branch 2 – Making Small Talk B Good afternoon. 10 degrees Celsius. Mr. (Pause) Okay. Won't you have a seat? Actually. third door on the left.Theme 5 – Business Social Skills Lesson 1 B R R Bill Receptionist Hello. May I help you? Branch 1 – Introducing Yourself B Good morning. 10 degrees? That's freezing! No. R B R B R B He's on the phone right now. 46 . I have an appointment with Jake Roberts. please. Thank you. Can I get you a cup of coffee or some tea? That'd be great. I take it you're not used to the cold? Not at all. He'll be out shortly. Mr. My name is Bill Thompson. Kindra. Roberts. But I'll let him know you're here when he's done. It rarely gets below 10 where I'm from. I need to use the restroom? It's down the hall. R B R B R B It's nice to meet you. I'm Bill Thompson with Oracom. I'm Kindra. Thompson. It'll be about ten minutes.
Jake Roberts is expecting me. R B R B Thank you. Here's my card. 47 . You need to wear this badge where it's visible. sir. (Bill starts to move forward) Excuse me.Branch 4 – Signing In B My name is Bill Thompson. You need to sign in. Mr. There you go. I'm sorry. I'll do that. Thompson.
I'm Jake. How've you been? I haven't seen you in. We had a nice chat. Likewise. Jake. All right. How are you? B C B C B C B Great. and I'm really enjoying my time here. call me Jake. Please. Roberts will be right out. Haven't you visited here before? Not this part of the country. Five! How's Carolyn and the kids? They're great. Branch 1 – Bill Introduces Himself B Mr. it's good to put a face with a voice. J B J B Bill. I take it you've met Kindra? Yes. I always prefer to do business in person. 48 . How was your flight? Don't get me started.Lesson 2 B R J R Bill Receptionist Jake (hangs up phone) Mr. Roberts. Branch 2 – Jake Introduces Himself J You must be Bill. B J B J B It's great to finally meet you. We've talked so much on the phone. Branch 3 – Greeting an Acquaintance C Bill. And it's given me a chance to visit this beautiful city. Carolyn sends you and Marjorie her best. how long's it been? Five years. Bill Thompson. Sorry about the wait.
Lesson 3 B J J B Bill Jake Thanks again for coming all this way. but I should give credit to all the great people here at HMI. Things have improved dramatically since you've been running the company. Branch 3 – Compliment the Person B I must tell you what a pleasure it is working with someone of your experience and reputation. and I've never seen such beautiful scenery. J B J Thank you. J B J Is that right? The people are so friendly. Well. J B Thank you. Well. we're lucky to have such a great team. I'm impressed with your company. Bill. it's true. Your staff is always so courteous and willing to go the extra mile. I appreciate the compliment. That's very nice of you to say that. Bill. everyone agrees. J 49 . Branch 1 – Compliment the Company B I must say. Branch 2 – Compliment the Country B I really enjoy visiting your country. I'm glad you think so. I can say the same thing about your country. the food is incredible. You know. It's my pleasure.
I'll pick you up at 6:45. I'm pretty sure that'll work. Could you make it the following week? Yes. I thought we might get something to eat later. Would you be interested in attending? J B J B J B I'd love to. Oh. but reschedule B We're hosting a conference for our top clients in this region. B J B Thanks. We're having a big conference.Lesson 4 B J Bill Jake Branch 1 – Accept an Invitation J Do you have plans for this evening? B J B J B J No. 50 . it's really no trouble. Branch 2 – Decline an Invitation J If you're not busy. Branch 3 – Decline. That's wonderful. Aw. do you have a rental car or should I pick you up at your hotel? I don't want you to have to go out of your way. I'll have to make some calls from my hotel first. I know a great place just a couple blocks from here. I'm sorry. I'll call you if we can reschedule. Oh. Bill. I'm going out with some friends from here. don't be. I'll take you up on that. I was hoping we could get a bite together. you know what? I can't that week. It was last minute. I can be there then. Should we say 7:00? Perfect. Jake. When is it? We're planning it for the last week in February. I'm sure we'll have a chance some other time. Be nice to have you there. but I can't. Now.
Diana. It's a pleasure to meet you. and Farewells Lesson 1 L P D L: P: L: D: L: D: Lee Phil Diana It's just about time for the mayor to arrive. Branch 1 – Let me introduce my friend L: Diana. I'm very pleased to meet you. Phil. P: D: Miss Appleton. Phil. I do. too. Foster. We went to high school together. How are you? Better than ever. this is my brother-in-law.Theme 6 – Greetings. It's nice meeting you. Call me Phil. this is Phil Foster. Branch 2 – It's a pleasure to meet you. She seems to be a little more interested in meeting the voters than her opponent was. this is Diana Appleton. let me introduce you to my friend and neighbor. too. And she's one of the best tennis players in the state. D: P: Branch 3 – It's nice to meet you. Lee? Is that you? Diana! Wow. great to see you. L: Phil. this is Diana Appleton. too. I hope we get to shake hands with her. She's Mayor Wilson's administrative assistant. The pleasure is mine. L: Diana. Phil Foster. P: D: It's nice to meet you. He's my supervisor at Green Electronics. 51 . Diana. She worked with me at the computer center. I'd like you to meet Diana Appleton. Phil. Introductions. Mr. Maybe that's why she got twice as many votes as he did. Diana. Phil Foster. Likewise.
And the mayor is terrific.Lesson 2. She's more of a communicator than he was. but it's also the most rewarding job I've ever had. L P D D: L: Lee Phil Diana It's so good to see you again. she's much easier to work with than he was. it's the best job in the world! The hours are long. she's better organized. D: Oh. How long has it been? Two or three years? Oh. and it's the hardest I've ever had to work. She's much more responsive to the voters than Mayor Garfield was. Branch 3 – She's a tremendous improvement D: Mayor Wilson is a tremendous improvement over Mayor Garfield. Lee. Diana? Branch 1 – It's a great job. What's it like working for the mayor. Everything is well-organized and thought out. and from what I've been told. 52 . at least that long. Branch 2 – The mayor is terrific D: It's a wonderful experience. It isn't as nerve-racking as my last job.
how's your tennis game. but my net game is getting worse. No doubt about it. Oh. Branch 2 – It's not as good as it used to be L: It's not as good as it used to be. It's a lot more exciting than what we do. Branch 3 – My net game is getting worse L: My serve is better than last summer. Diana. enough of that.Lesson 3 L P D P: L: D: Lee Phil Diana Sounds exciting. So. I've developed a little tennis elbow. 53 . Lee? Branch 1 – It's not as good as yours L: It's better than it was. but it's not as good as yours.
Diana. Give me a call and we'll go to lunch. P: D: L: D: L: 54 . so it's time for me to go to work. Phil. I will. And it was great seeing you again. It was nice meeting you. I need to be going. Diana. Lee. Okay.Lesson 4 (no branches) D: Well. You too. The mayor should be getting here any second. Great to see you. See ya.
You'd better. Bill Thompson with Oracom. My room number is 713. Who should I say is calling? This is Bill Thompson. Branch 2 – Taking a Message R Digisoft. please. that line is busy right now. Would you like her voice mail? Yes. This is Courtney Woods. Digisoft. extension 713 if you want to discuss when we might get together. Can you hold? T R T R T Yes. How may I direct your call? T R T R T R Yes.Theme 7 Phone Skills Lesson 1 T R CW M Bill Receptionist Courtney Woods voice mail Machine Branch 1 – Directing a call R Good morning. I'm sorry. I apologize for the wait. Ms. Kindra. I'll have her call you as soon as she becomes available. How can I help you? This is Bill Thompson calling for Ms. Digisoft. Sorry I missed you. I'm staying at the Grand Plaza downtown. please. Please tell her that Bill Thompson from Oracom called. May I take a message for you? Yes. T R T CW Hi. Thanks. Woods. Please leave a message with your name and phone number and I will get back to you as soon as possible. Very well. Mr. Thompson. Hi. T 55 . R Branch 3 – Asking for Voice Mail R Hello. I'd like to speak with Courtney Woods. What company do you represent? I'm with Oracom. I'm at 555-9846. Courtney Woods. Please. Woods is in a meeting right now. Courtney. I'll connect you now. Bye-bye. This is Kindra.
that's all right. Should I give her a message? No. but I'll give it to you anyway. I can be reached at 555-9846. Is Ms. I'd really appreciate it. This is Kindra. M 56 . yes. Can you interrupt the meeting? I'll see what I can do. If she could call me back within an hour. All right. Just have her ask for me. but she can't leave her meeting. M S M R T R T Yes. K Thank you for calling Digisoft. is Courtney Woods there. It's quite urgent. Woods is out of the office. Mr. Branch 5 – Don't leave a message. Woods still in her meeting? Unfortunately. Thompson. this is Bill Thompson. Can I have her call you? I must speak with her. Call back later. Thanks. Shall I have her return your call? Yes. Can I help you? M K T K K Hello. I'll call back at 3:00. Kindra speaking. please? Ms. Does she have your number? I think so.Branch 4 – Arranging a call back time R Digisoft. She asked me to apologize. The meeting won't be over until 3:00.
I'm open all afternoon. Hi. Courtney Woods here. Are we still on for tomorrow? Yes. Courtney. This is Courtney Woods with Digisoft. hi. Okay. Branch 2 . You called earlier. So. I wanted to set up a time to go over the contract. Would you mind if we moved it up an hour. Well. 9:00 instead of 10:00. Courtney. Sorry I couldn't call earlier. Courtney from Digisoft. C T C T Branch 3 – Confirming T I'm Bill. What time is best for you? I have meetings in the morning. Bill. Does Tuesday the 27th work for you? Next Tuesday? Yeah. C T Hello.Lesson 2 T C T C Bill Thompson Courtney Woods Hello. Will later in the day be all right? Say 3:00? Perfect. that's fine. Thanks for calling back. Oh. we'll see you first thing in the morning. Yes. 57 . C T C T C T C Bill. See you then. But I need to reschedule. No problem. C T C T C T Bill.Making an Appointment T Speaking. Are we still on for tomorrow? Yes. How does 1:00 suit you? Why don't I stop by at noon and we'll talk over lunch. That's right. Great idea. how are you? Just fine. is Bill there? Branch 1 – Changing an Appointment T This is he. Bye now.
) Op E Op E OP E Do you have a customer ID number or an order number? I sure do. That will take just a second to pull up. What can I do for you? Branch 1 – Place an Order E I'd like to place an order for a ten-station license of Easy E-mail Suite. Branch 2 – Set up an account E (What do I have to do to open an account?) Op E Op E Op You'll need to complete a credit app and give us two credit references.Lesson 3 Op E Op Operator Emily Comnet Computers. this is Mitch. 58 . (How do you plan to handle this purchase?) I'd like to pay by credit card. That's correct. Branch 3 – Check Order Status E (I'm calling to check on the status of my order. How long will that take to process? One. So I should get it today. Can we return the merchandise if it doesn't meet our specifications? Yes. maybe two days. It went out next day. Okay. ma'am? Yes. my order number is 554524B. It's on page 52 of your catalog. but there is a ten-percent restocking charge on all special-order equipment. That's great. Thanks so much. Op E Op E Do you have the item number. Okay. When and how was that shipped? I show that it was shipped on the 23rd which was yesterday. That's for a ten-user license of Easy E-mail. item number SW1321.
Branch 2 – Car Rental T I have to be in Toronto tomorrow and I'll need to get a car for two days. The Mayfair is right downtown. Do you have a specific location or hotel in mind? I need to be downtown. There is an AVID shuttle that will pick you up just outside of the baggage claim. Here's one at 7:45. Well. It's a 4-star. You've got it. or luxury? I hear the weather up there is pretty bad. that will be fine. and I can get you a great rate.Lesson 4 TA E TA Travel Agent Emily Worldwide Travel. but something under $100 a night. I don't care which hotel. and preferably a king-size bed. for sure. fairly new. Will that work? No. Is there a flight at 8:00? Well. Are you familiar with the location of AVID in the Toronto airport? No. full-size. mid-size. this is Connie. Could I reserve a 4-wheel-drive vehicle? No problem. I appreciate it. Is it on the airport? No. Branch 3 – Hotel Reservations T TA T TA T TA T TA th I'll be arriving in Toronto on November 14 and I need a hotel room. Would you like an economy. can I help you? Branch 1 – Flight Reservations T I need to fly to Toronto tomorrow evening? TA T TA T There's a flight at 3:50. I've never been there before. TA T TA T TA T TA T Which agency do you prefer? I'd like to use AVID. 59 . I'm in meetings until 5:00. I'll take it! What kind of room would you like? Non-smoking. it's not.
Connie. You're all set. 99.Branch 4 – Confirming your reservation T Hi. I want to make sure I have a room. Credit card number? VISA. My name is Bill Thompson. You have reservations for 2 nights at the Mayfair Hotel in Toronto? I might arrive very late. I can guarantee you for late arrival with a major credit-card number. Okay. 60 . That's no problem. 5478 6132 0009 7521 (triple zero) And the expiration date? Eleven. Can you look up the details on my hotel reservation for tomorrow please? TA T TA T TA T TA T TA Surely.
Volume 4 Contracts and Negotiations 61 .
Branch 1 – Asking for repetition J I didn't catch the minimum order that is required. you do.Negotiations Lesson 1 B J B Bill Jake So. I don't understand what RAM means. What's the difference? Up to 90 days. Did you say fifteen or fifty? Fifty. Do I pay the shipping? Yes. it needs to be sent to us for repairs.2 gig hard drives and 48 meg of RAM. I see. I'm sorry. After 90 days. that's the amount of memory the computer has. Five. What do you mean when you say limited? We will replace any manufacturer's defect within 90 days. Branch 2 – Asking for explanation J Could you explain again how your product is warranted? B J B Our product comes with a twelve month limited warranty. 62 . Excuse me. zero. Oh. the item will be replaced at our cost within 24 hours. J B J B Branch 3 – Asking for definition J Can you clarify the laptop specifications for me? B J B J B Sure. B J B J Fifty. So the hard drive is the storage capacity of the computer? Exactly. Oh.Theme 8 -. that's all you need to know about our product. They're shipped with 3. The remainder of the warranty will cover parts and labor on repairs.
Jake. I'll tell you what. I see where you're coming from. I will personally see to it that you get the information you need when you need it. Yes. B C B C B C B C I'm very sorry. we have a contract with an agreed price. I feel strongly this is what you should do. We could offer other incentives. Which I feel we did. but we didn't account for the delays on your end. If you're committed to getting this done on time. Branch 2 – Making an objection and reaching an agreement B Jake. That could work. Jake. I disagree. What are you suggesting? Perhaps we offer aggressive financing accompanied by an advertising campaign. but it's your responsibility to give an accurate time and cost estimate. Okay. we need to discuss how HMI is going to react to the recent market changes. 63 . That's true. I won't try to make excuses. C B C B C Bill. this project can't be finished without additional resources. but we're just not getting timely input from your SMEs. What do you plan to do about it? We're doubling our staff and a new project manager has been hired. I understand. They've been very costly. Bill. I'm sorry. I have a problem with the length of time it's taking to complete this project. Branch 3 – Reaching a consensus B Jake. I'm just concerned that we're not going to make our goal of April 1. C B C B C B Prices could be lowered. I apologize for the delays. That might be the answer. I believe you. Prices should stay constant.Lesson 2 B C Bill Courtney Branch 1 – Apologizing C Bill. Again. I share your concern. We will deliver on time and under budget.
B J B J Our quality-control standards are very strict.2 percent of our chips fail. J Branch 2 – Assuring Payment B This is a substantial purchase and we were wondering how you were going to fund payment for it. Less than . B That's a reasonable concern. I understand your concern. We've filled orders three or four times larger than yours. Jake. but remember these chips are standard products that have been shipped and improved for years. Thanks. would you feel better if production and shipment were supervised by me personally? You read my mind. could you have your bank confirm your line of credit? J You're not getting cold feet on me.000 chips on schedule. I'll have the bank get a confirmation of our letter of credit to you within forty-eight hours. I can do that. It's just that with that many chips… Jake. Branch 1 – Delivery Time J I need to feel confident that your company can deliver the 20.Lesson 3 B J Bill Jake J Thank you for meeting with me again today. 64 . are you Bill? (Laughing) Sure. I know. There are just one or two things that some reassurance is needed on. That would be appreciated. Just to set my mind at ease. I really didn't doubt that you could deliver. I just needed to hear a commitment from you in person. B Branch 3 – Quality control J I'm worried that quality will suffer with an order of this size.
I'll get back to you. but my hands are tied on this one. Let's me think about it for a day or two. J B J B J That's not going to help very much. I'm glad you think so. How about 10% down? Excellent. Looks like we've got ourselves a deal. B Branch 1 – Terms B If you could accept terms of net 15. Branch 2 – Warranty Extension B What would you say to a 2-year warranty on parts and labor? J B Now you've got my attention. but I'll check with headquarters for their approval. J Branch 3 – Decrease the down payment B Well. the balance would need to be paid 30 days after delivery. J B J B J That might work. but we can offer that warranty with confidence given the quality of our product. we could give you a better discount. 65 . Jake. Sure. We pride ourselves on our commitment to our customers. Your competitors are already offering 30 days. Well. Could you eliminate the down payment altogether? I can't do that. we've received a bid from another company that's considerably lower than yours. That's double the industry standard.Theme 9 – Contracts Lesson 1 B J J Bill Jake Bill. money isn't everything. I'd hate to lose this deal. Of course. Our relationship weighs heavily in my consideration. Our margins on that item are too low. I can't make any promises. Is there some way you can work with us? I can't beat that price. we could lower the down payment from 25% to 15%.
Lesson 2
B J J Bill Jake So, let's review what we've discussed.
Branch 1 – Term B We both agree the contract will remain in force for 2 years? J B J B That's right. What about a renewal clause? How about a renewal option 60 days before the contract expires? Is that mutual? Yes. Either party can extend the contract.
Branch 2 – Termination J I think the termination clause is too flexible. B J B J B How do you mean? Right now, it states that either party can terminate given 90 days notice. That's right. Well, what protection do I have against termination if I'm complying with the contract? Jake, ultimately your performance will be measured in terms of your sales. If you meet your quotas, you don't have anything to worry about.
Lesson 3
B J J B Bill Jake There are some issues regarding the territory that concern me. I'm listening.
Branch 1 – Exclusivity J I need an exclusive arrangement. B J B J B We don't offer territorial exclusives without licensing fees. Then I could buy an exclusive? To a certain degree, yes. You would still have to meet performance criteria. But I would be the sole source for your product in this area? That's correct.
Branch 2 – Discounts J You know, Bill, it's very expensive doing business in this region. B J B J Yes, I'm aware of that. Well, frankly, the discount you're offering us is so low, that I don't see how we can make a profit. Jake, our discounts are very generous for this industry. Yes, but import costs are extremely high in this country. I need at least an additional 10% discount just to break even.
Branch 3 – I'd like to expand our territory J Bill, I'd like to expand our territory. B J B J B Where to? We see a lot of potential in the Western provinces. I agree, and we currently don't have a dealer there. So, can we draw up an addendum to reflect the change? Sure.
Lesson 4
B J J B Bill Jake Let's discuss some of the finer details of the contract. Fire away.
Branch 1 – Jurisdiction J My legal department doesn't want foreign jurisdiction. B J B Well, Jake, you are buying our product. Where else could jurisdiction be? They suggested that we leave it open. Are you all right with that? I'll have to check with our lawyers and let you know.
Branch 2 – Non Compete J I need you to clarify the non-compete clause. B J B I know the wording is confusing, but the concept is quite simple. I'm all ears. Basically, you agree that you will not sell any product that is so similar to our product that it could confuse the customer. So, the other lines we carry in automotive supplies don't apply here. No. Not at all.
J B J 69 . if that would help. we can do net 60. but there's nothing I can do. How's that sound? Guess it'll have to do. but we 're fairly insistent on terms of net 30. So. J B All right. and I'll have to get back to you. I understand. I can work with you in other areas. Jake. I hear you. But you should know that we're looking at bids from two other vendors. Branch 1 – Accept B Can you give me some assurance your company has sufficient financial resources to draw on? J B What kind of assurances do you need? Could you provide some credit references and perhaps a letter from your bank? J B Sure. I'll check with my credit department. This is a substantial order.Lesson 5 B J J Bill Jake Because of the size of the order that we're placing. Branch 3 – It's not my decision B I can't commit to those terms. can I count on sixty days net if I provide you with a letter of credit? If your credit rating's acceptable. Jake. Branch 2 – Not acceptable B I can't do that. we'll need sixty days to pay for it instead of thirty. You need to work with me. Bill. but the decision is not mine to make. Jake. How long will that take? No more than a week. J B Come on.
Volume 5 Business Meetings and Discussions 70 .
can they? They might if they don't think it'll help them meet their sales goals. What's the matter with them? They may be popular in your region. but I'll have a hard time selling them in mine. thanks. I have to agree with you. Bob. They just can't excuse themselves from selling it. I was there. I will. I'm not happy with our newest products. B: A: 71 . Why don't you join us? Oh.Theme 10 – Discussing Business Lesson 1 .(no branches) B A D Bob Anita Adrianne B: A: D: A: B: A: D: Anita. I'm afraid that our salespeople won't put a lot of their resources into selling the product. Anita. Did you make it to the sales meeting today? Yes.
Lesson 2 B A D B: Bob Anita Adrianne So what can we do about it? Branch 1 – Find an alternative plan D: We should come up with an alternative plan ourselves and present it to the general manager. He'd listen to us. we can get the manager to change his mind. Branch 2 – We can fight it A: We can fight it. 72 . I think if enough people voice their opinions about this.
but she did see my point. It's not going to be easy. It's not going to be easy. so I gave it to her. We'll have to convince him otherwise. How would your manager react? Not too well. then. that was the problem. He thinks it'll practically sell itself. Didn't she used to work in marketing? Yeah. How would your manager react? Not too well. Our manager's pretty excited about the product. then. Our manager's pretty excited about the product. A: B: B: A: D: A: Did she agree with you? Not exactly. Branch 2 – She wasn't pleased B: She wasn't pleased. What did she say? Branch 1 – I gave her my opinion B: She asked for my opinion. D: B: A: B: B: A: D: A: Why do you say that? I said that the marketing division is just looking after its own interests.Lesson 3 B A D B: D: Bob Anita Adrianne I already talked to my supervisor. We'll have to convince him otherwise. 73 . He thinks it'll practically sell itself.
we could really hurt ourselves. Okay. Branch 2 – I see what you mean A: I don't. But I think we can do it without making us look bad. B: A: B: D: You're right. B: A: I do. I see what you mean. our proposal might lack the strength it needs to convince them. Bob. I'll draw up the proposal. Well. and you can both make comments and revisions. I think you should do it yourselves. 74 . Bob. We'll get back to you. don't you agree? Branch 1 – We'll get back to you D: Yes.Lesson 4 B A D B: Bob Anita Adrianne We need to explain our plan to them in the right way. If we offend anyone. but if we're too careful. too. I think we need to propose our plan to them with confidence. Should we have anyone else take a look at it? No.
(a hundred and 30) Oh. Some donuts. 75 . Where would you like to start? Branch 1 – Scheduling a date and time B I'm planning a business meeting for (about twenty-five people. we do.) It accommodates 60 people. let's do that. coffee. (Maybe the conference room would be best. HM E HM E HM Would you like a sit-down meal. (eight and eight fifteen) The food will be set up in the back of the room by 7:30. Actually. I'm sure I can help with that. in that case. juice and fruit would be nice. we have meeting rooms that'll be perfect for you. we don't need that much space. Even smaller. Shall I reserve one for you? Yes. When does your meeting start? Between 8:00 and 8:15. B T B Branch 2 – I'm not sure.) T B T All right. What date did you have in mind? Saturday from six until seven-thirty. It looks like we don't have any meeting rooms available on Saturday evening. Fine. Is there any other day you could hold your meeting? What about Friday evening? Do you have any rooms available then? Yes. Oh. Branch 3 – Catering E I need to arrange catering for a meeting I'm having here on June 14th.Theme 11 – Planning Lesson 1 E HM E HM Emily Hotel Manager I need to make arrangements for a meeting here at the hotel. the meeting will last only until noon. finger foods. What are my options? B What kind of meeting rooms do you have here at the hotel? HM E HM E HM We have an auditorium that can seat up to 130 people. There will be only 20 people attending. or just some drinks.
HM B What did you have in mind? (I need six tables. a podium. (Actually. Will you need markers and an erasure? That. facing front. Oh. with four chairs at each table.Branch 4 – Audio / Visual Needs E I need to make sure an overhead projector will be in the room. Is that doable?) Yes. T E HM B T HM 76 . What's a lectern? Oh. HM E HM E All rooms are equipped with microphones. lectern. Branch 5 – Seating Arrangements E I need to make seating arrangements for my meeting in the Navajo Room. And a white board at the front of the room. and screens. too. Yes I do. And I'd like to have an aisle down the middle of the room. I'm going to need a video projector.) Do you need a head table or a lectern? I'm sorry. it's worth it. but the projector rents for $200 a day. overhead projectors. Well.
m. What can we get for you? Branch 1 – Computer Equipment B Can I rent a computer? HM B HM B HM B HM Sure. 77 . I'm in booth 321.) Branch 2 – Electrical B I need to have electricity brought to my booth. I have a power strip. with 32 megs of RAM. What will you have running off the power? My laptop.Lesson 2 B HM B HM Bill Thompson Hotel Manager I need to rent some equipment for the tradeshow at the hotel this weekend. and 500 megs of free hard-disk space. Okay. What specs do you need? At least a Pentium 200. Will two outlets be enough? Yes. (eight a. tomorrow. Do you have a 17" inch or a 21" inch monitor? We only have 17" inch displays this weekend. Okay. a monitor. HM B HM B HM B HM B How many amps will you need? I have no idea. Okay. I have some. And the monitor? SVGA. and some speakers. Twenty amps will be fine. Do you need any adaptors? No.m. No problem. We'll have the equipment delivered to your booth by 8:00 a.
eight by ten feet. and black. What colors do you have? We have gray. I'll take the blue. 78 .Branch 3 – Booth B Do you have any booth displays for rent? HM B HM B HM B How large is your booth space? It's a single booth. dark blue. Are you looking for a free-standing booth or something to go on top of the table? A table-top display will be fine.
(Oh. And I'm Courtney Woods. vice president of marketing. Hello. we won't have a formal Q&A. My assistant is printing and making copies of the quarterly report we'll be going over. And seated next to Ken is our CFO. vice-president of operations. B E C It's nice to be here. And they're here to tell us how we can better manage our corporate growth. so feel free to ask questions as they pertain to the topic at hand. we'll start with the status reports from the departments. Then we'll turn the time over to Bill and Emily who have flown in to discuss some exciting developments. This is Kenny Yung.Theme 12 – Meetings Lesson 1 C B E J M K P C Courtney Bill Thompson Emily Julie Maria Kenny Paul All right. Branch 1 – Introductions C (Some of you had a chance to meet our visitors today. Maria de Silva. I'd like to thank you all for joining us on such short notice. Let's get started.) This is Bill Thompson and Emily Hart. Glad to be here.) C C C 79 . everyone. Bill and Emily are senior consultants with Oracom. C K C P C C Branch 2 – Discussing the Agenda C First. As is customary. This is Paul Giacomo. Hi. president and CEO at Digisoft. C You should have each received a fax of the agenda.
improve communication with your dealers. What about the trade talks? 80 . the rumored shipping strike and union tension could be disastrous. This caused a 5.Stock Markets C How do you see the substantial fall in the Nikkei Index and the New York Stock Exchange influencing our business? B I predict the demand for domestic goods will fall because of the economic slow-down overseas. M At the same time. There are real risks being a global player aren't there? Yes. K E B Branch 4 – Political C How might some of the recent political changes affect our company? What should we expect? B P Domestically. What can we do? C Branch 2 . So international sales have fallen an average of 2. and help you control inventories worldwide.3% a month. there are many factors that can affect your success worldwide. Use the internet to increase communication with your dealers and customers. I don't follow you. the higher the expected return. of course. This may lead to a dramatic decline in your sales. the sharp increase in the price of our currency in overseas markets has made our product more expensive. a website will advertise to your customers.8% drop in domestic sales last quarter. Oracom is the world leader in implementing these solutions.Lesson 2 C B E J M K P E Courtney Bill Thompson Emily Julie Maria Kenny Paul As you know. E C Branch 3 – Technology K I'd like to know how we can improve our distribution channel. but the higher the risk. Which would you like to discuss? Branch 1 – Currency C The strength of our currency and fluctuating exchange rate has caused many people to buy imported substitutes for our product. E K E I'd make better use of technology How so? A solid IT infrastructure will enhance more than just your distribution. For instance. And.
your potential is staggering. Overall. the regional conflicts seem to be on the decline. the global economy is recovering. E C E 81 . If you can make it through the next few years. What's your long-term prediction? I see your market growing by no less than 200 percent by the year 2005. Plus.B I think that the new open-trade policies of your government will create many opportunities for expansion into foreign countries.
This is why we're investing more into intense marketing of our product. But at the same time. They've been slashing prices. but our net profit has decreased this quarter.) E M Branch 2 – Let's review sales. our cost of sales have increased. I want to offer more incentives for those employees who stay.Lesson 3 C B E J M K S C Courtney Bill Thompson Emily Julie Maria Kenny Paul Bill. Digisoft's balance sheet doesn't look as good as last quarter's. and the interest rates are up again. That's right. that the value we offer will be apparent. Customers have been demanding longer credit periods. we feel that our product is superior and worth the price we charge. how would you rate the overall productivity and cost effectiveness of your operation? P B P (Well. what can we tell you about Digisoft that will help you most with your analysis? Branch 1 – Let's discuss your financial report B Let's discuss your financial report. what can you tell us about sales this year? K The competition is getting tough. How's that? (Sales are as steady as ever. Have you considered downsizing? (Yes. That should make a real difference to the bottom line. Yes. We feel that if customers get a chance to compare our product with others in the market. to keep the company morale high. Maria. But I'm sure that their sales volume is cutting into your market share. Of course. You don't want them comparing apples to oranges. could you summarize the report for us? M Gladly.) Have you considered how you might do this? We can streamline administration and outsource more of our production. but there are many variables at play here. that's a reality we're facing. (Educating the customer about the product's benefits is a smart move.) E P 82 . trying to flood the market. E Kenny.) E K E Branch 3 – Let's talk about overall productivity B Paul. Emily. we're going to have to cut costs to keep out of the red.
my supervisor decided to change company policy. 6. John has not turned the reports in yet. . 2. I am thinking. 3. B C D A E F Vocabulary Practice 1B 1. 3. . checking just pack possession strangers Grammar Practice 1A 1. 10. We didn't stop until the last of the weeds had been pulled from the garden. 84 . We're going to the garden to plant corn. belief 3. 9. 8. 5. stranger Vocabulary Practice 1C 1. 6. 2. His employers were angry with him last week. . consultant 4.(answers will vary) They are going to. Grammar Practice 1B 1.Theme 1 – Airport Vocabulary Practice 1A 1.(answers will vary) I am visiting. 4. 4. 5. Ten months ago. How long to we plan on staying/to stay? We used to drive a gray Excalibur. . airport 7.(answers will vary) She is going with you. 5. . country 5. 4. . well 2. We are taking three cars to the meeting in Bryan. stamp 6. 7. Did you live in Sri Lanka eight years ago? I'm just in town to see my parents. 2. 5. 3. He needs another computer to replace the one that broke down last week. 4. 3. 2.
2. Culture Practice 1B 1.7. 5. Ed's Exchange with a $7.2. travel documents Here you go.3. to live played have written met say have been listening was watching wasn't working left. was coming will have been working Culture Practice 1A Answers will vary. 4. 4. 9. 6. 6.50 exchange fee Kirtland Security –the exchange fee is $225 for $750 in traveler's cheques 85 . 7. 7. 4. 2. 3. How long. 5. 3. staying couple of weeks purpose for pleasure itinerary Culture Practice 1C The following are the correct answers: 1.Grammar Practice 1C 1. Tom's Trading Post Ed's Exchange $165 Kirtland Security with a $10 exchange fee.9 Culture Practice 1D 1. 10. 8. 3. 5.6. 2.
5. 6. 7. 3. 4. luxury 7. rental 3. tank 4. 4. damage 11. G E D A C F B H Vocabulary Practice 2C 1. phone Vocabulary Practice 2B 1. 9. quick left to get credit card a tip Vocabulary Practice 2D 1. 5. less 8. 2. 7. 8. no 2. 5. after work collision cover think directions take. 2. 6.Theme 2 – Ground Transportation Vocabulary Practice 2A 1. 3. 10. 4. shuttle 6. 8. lot 5. 6. Taxi Where to bags Thank you a tip Have a nice day 86 . 3. 2. schedule 9.
If you give me the money 4. 9. 11. 4. crookedly Silently frequently Adjectives new old. 6. 12. 2. 15. Mr. if we get it a new battery 3. 7. 7. if we promise to pay for gasoline 8. I would be able to sign the contract 10. poorly often rickety. college blue large best. 10. one. three your Grammar Practice 2C Answers vary 1.Grammar Practice 2A 1. If I get her a birthday present… 2. his our Grammar Practice 2B Adverbs sure quickly quietly rapidly desperately violently quickly. music nine. If you add dressing… 7. Jenkins will fire me 6. 13. sad intelligent. 14. other yours their hers. their my our mine his its his. 3. 6. She would wash the dishes 87 . 5. 5. aggressive. 4. Will she let us use her car… 5. office broken. 10. 3. 2. 8. 8. certain Possessive adjective your his Our 1. old sweetly fashion very quickly very. 16. 9. 11. Our our your ugly big great. if you would add a little more Tabasco 9.
Go straight until you cross Maple St. Turn right on Moore St. Take the first left onto Argentina St and the warehouse is the first building on the left. until you come to Martin Blvd. Turn right.. 3. until you come to Calvin Dr. 5. 4. Service Inc. and turn left.. 12. Go North on Caroline St. 3. Turn left on Indira St. Turn left onto Martin Blvd. and go straight until you reach Martin Blvd. 8. is the first building on the right. 4. Take the first left onto Calvin Dr. 2. Go south until you reach Moore St. 4. F T T F T T F T F F T T Culture Practice 2B Answers vary 1. 6. and go straight until Calvin Dr. Go North on Telluride Ave and turn left onto Moore St. Turn left at Calvin Dr. 5. 10. and go straight until Moore St.Culture Practice 2A 1. 7. Go East on Dogwood Ave and turn right onto Main St. Turn right and go straight. at the corner. None. I'd like to rent a four by four. 3. Corptech is on the right side of the road. 88 . 2. I'll need to return it in Seattle. 9. 2. 11. Head West on Martin Blvd. Culture 2C Answers vary 1. (it's the second street on the left) and turn left. Go North on Main Street until you see Dogwood Ave. Shogo's house is the first building on the left. Ottavio's is the first building on the right after you cross Maple St. Thank you very much. I'm a safe driver. and go straight until you come to Indira St. Turn left and go straight until you come to Moore St. 5. I need to reserve a car for three days.
want. 7. 4. 5. C J F I H A B E D G Vocabulary Practice 3B 1. 2. 6. 6. 5. 8. king-size attach under made arrangements uptown. 10. 4. 3.Theme 3 – Hotel Vocabulary Practice 3A 1. 2. 9. 3. only extra charge Vocabulary Practice 3C C O R R O R A T E R A T E V I N D E P S E R I O U S B H O L D E Y S A S E D S R V T S I L E A B N G A G T V E M E L E V A T O R E I A Q U P O O N L R L A S T N A M E K R A H S V P O L V N I O O P T R U T R L A Y O V E R A P O N L Y S K V A I R M N T U G Q T G S V R A Y B N Y R V A G N I R U I M N F Y N P T O I F E L T U A T R O U B L E W E N V A R T S K P L L K N E A B E E M A I N C O N V E N I E N C E A F I L L O U T I S I C N M R S D L P E S R L T C N E C E G B A I O M 89 .
6. 5. 2. 6. 2. 5. 8. 4. 6. 7. 5. 4. 6. 4. 2. 3.Vocabulary Practice 3D 1. 4. 3. 2. F A E D C B H G Phrases Practice 3A 1. 3. 3. 8. 2. 4. 7. 2. town show casual city Vocabulary Practice 3E 1. 3. E A B C D Phrases Practice 3B 1. 4. C E G H F D B A Vocabulary Practice 3F 1. 5. D C F E A B Phrases Practice 3C 1. in town something in between sounds perfect There's so much to see a show about the same 90 . 3. 5.
3. Aren't Do. I'd like to make a reservation for two under the name Chan. Yes. 2. 2. D E F G C B H A Grammar Practice 3C 1. 6. 4. 3. 4.Grammar Practice 3A 1. Isn't Grammar Practice 3B 1. 5. 4. Yes. 3. 7. When will you finish the project? Where will she be staying? When will he be back? Where are they going? Where is the computer? When did you go to bed? Culture Practice 3A Answers will vary. 5. 2. Doesn't Is. 4. 5. I would like a suite. 8. 91 . 1. Are. please. Aren't Does. 3. I would like a non-smoking room. 6. Yes. 2. The confirmation number is 157293. Don't Are.
O'Conner. 10. 12. 4. 8. probably non-smoking. 6.Theme 4 – Food Vocabulary Practice 4A 1. 2. 3. 8. 5. 7. waffles. 9. C L I K G E H D F A B J Vocabulary Practice 4B Breakfast: cereal. chicken cordon bleu. pancakes. eggs. Smoking or non-smoking? 92 . caesar salad. 2. veal picatta. 11. turkey sandwich. wild rice. party of seven. French-fries. 3. on the side Could you bring Phrases Practice 4B Answers may vary Patrick: Maitre'D: Hi. bar check wait. omelet Lunch: spaghetti. 6. mashed potatoes. swordfish. 3. filet mignon Vocabulary Practice 4C 1. roast lamb. bagel. 4. soup. chicken salad. section menu server less estimate While Phrases Practice 4A 1. 7. chef's salad. 4. 9. all you can eat served with going to have. clam chowder Dinner: prime rib. 5. 7. 5. join. hamburgers. cheeseburger. sausage. 6. what can I get you What would you recommend? we're known for sounds great. 2.
Oh. 9. 2. the the. 2. 3. the a. each much. a. several. a an The an/the The The. a little a few. little a little much a lot many. the. 5. 2. I can seat you near the windows if you'd like. Here are some menus to look over. a/the . two. 9. 5. 2. a couple both. 12. 7. please. a lot a lot many Grammar Practice 4C 1. The. Correct Do you have an address? I have the information you need. the. Correct 93 . a few. 11. much many a few much. 5. 3. many every. 3. 3. the a. 8. 10. Grammar Practice 4A 1. 6. The. a. 8.Maria: Maitre'D: Brian: Maitre'D: Janice: Patrick: Non-smoking please. Right this way. the the the. a. 6. 4. 4. 4. 10. let's do that. a a. many Grammar 4D 1. 4. Janice will be your server tonight. Can I get you something to drink while you decide what to order? We'd each like a glass of Coke. the Grammar Practice 4B 1. 7.
6. Correct We don't have any money left. What do you think of the news? Correct Correct Culture Practice 4A Answers vary Writing Practice 4A Answers vary 94 . 7.5. 9. 10. 8. The car in the garage is red.
2. 7. 9. 5. 4. 2. 4. 2. 4. 6. 3. 6. 8. 4. 5. 7. last minute Here's my card get a bite all this way I'd love to make it make some calls I take it going the extra mile in person pick you up Phrases Practice 5B 1. 11. going out I'd love to last minute Oh. 3. 8. 7. 12. 2. 8.Theme 5 – Business Social Skills Vocabulary Practice 5A 1. 5. 9. 11. 6. call me chance part of phone met chat beautiful given finally enjoy prefer country Phrases Practice 5A 1. you know what have a chance some other time take you up on that 95 . 3. A E H C B D G F Vocabulary Practice 5B 1. 6. 3. 10. 10. 5.
Grammar Practice 5A 1. 5. B D H F A E A G Culture Practice 5A 1. 4. 7. 2. 7. 4. 3. 8. 6. 3.B A. 6. 3.C D B D B C Grammar Practice 5B 1. 2. 2. A. 5. T T F F T Writing Practice 5A Answers will vary Writing Practice 5B Answers will vary Writing Practice 5C Answers will vary 96 . 4. 5.
Grammar Practice 6A 1. 2. 6. You got there quicker than we did. Sounds exciting. 4. 3. 3. Nancy types faster than Jill can. 3. 5.Theme 6 – Greetings. 4. 4. 3. John can do that job quicker than I can. I am more fluent than she is. Grammar Practice 6B 1. 5. 5. 6. my net game is okay. 2. and Farewells Vocabulary Practice 6A 1. 4. 8. 2. most difficult Taller. interested hope seems to be about time votes mayor arrive supervisor Vocabulary Practice 6B 1. It was last weekend. 4. 6. strongest 97 . Oh. tallest Stronger. opponent improvement organized/well-thought-out supervisor nerve-racking rewarding communicator organized Vocabulary Practice 6C 1. 3. 2. 3. 7. More difficult. 5. enough of that. Well. 2. 6. 7. I've got tennis elbow. 2. Introductions. There's no doubt about it. 8. organized weekend vote baseball See ya later nerve-racking Phrases Practice 6A 1.
4. 98 . 4. 3. 11. hottest Farther. most intelligent Easier. 3. 13. Good evening. than cheaper than more friendly or friendlier. My name is Joanne Johnson. 7. heaviest Better. 7. 10. 2. We both have cars and boats. 8. but hers also. Culture Practice 6A Answers will vary. 1. My name is Joanne Johnson. but blue ones too. 3. 6. 8. 2. 10. best More beautiful. 9. 5. worst More interesting. better than hotter. 6. Neither Greg nor Chris has graduated yet. He ate not only his own cookie. easiest Worse. most expensive Grammar Practice 6C 1. Not only do we have red ones. How are you today? Hello. Heavier. My name is Joanne. Hi. My name is Joanne Johnson and this is my husband Greg. 12. most beautiful More intelligent. Good morning. farthest More expensive. most interesting Hotter. Each student will have his/her own response. than more interesting than more serious than thinner than more expensive than noisier than farther than Grammar Practice 6D 1. It's nice to meet you. 4. These are just example sentences. I'm Kristen's sister. 5. 4. 2. 9.
4. 3. 99 . 3. this is my neighbor. I've got to go. It was nice seeing you again. I think you are a fabulous actor! Wow! Your car looks great! Culture Practice 6D 1. Nice talking with you. It was nice meeting you. 2. Paul. this is my biology teacher. Sue. Kent. 4. 1. Bill and I just met. Keep in touch. I'll see you tonight. 7. It was good to see you again. meet Bill. 5. Mr. She works with me at the factory. 3. Goodbye. Culture Practice 6C 1. That was a great presentation! You did a wonderful job writing this term paper. Take care. So long. 8. Your hair looks great! What a beautiful painting! You have such talent.Culture Practice 6B Answers will vary. Dad. Neal. 1. These are just example sentences. 5. Green. 2. 4. 5. Dan. Each student will have his/her own response. This fish tastes fabulous. this is Jane. I'd like you to meet my friend Mike who I went to school with. 2. 6. You have a beautiful apartment.
8. No. line expiration date wait together right urgent instead office purchase handle equipment Phrases Practice 7A 1. I'm familiar with the new policies. 11. 2. 2. Kathy will pick you up. Let's move it up to Tuesday. 4. 10. 7. I can guarantee you a fair price. 7. 4. 9. 3. I'll connect you now. he's out of the office. I'd like to speak with Jenny.Theme 7 – Phone Skills Vocabulary Practice 7A E X T E N S I O N A S D P F G J Y C H E K H Y R Q U E H A G E N C Y X A T A U M R C G E L L A C S T S I W T C A G C A O T O O U E D D Y E E A A V R A E H S B N T C N R B T A E L C P P O U N R T A A I I T O I R C R M E E T V D U L A G P E B A B X D R B M S A L S S U R E E P I H S A R B E C O M E L R L T A S Y L L A C I T C A R P L S I N R E S C H E D U L E I T M Vocabulary Practice 7B 1. 5. 100 . 6. 5. 6. 3. please.
has to. 3. 5. 9. Darren would like to move the meeting up to Tuesday. 2. 7. 4. must. Terry's secretary's name is Fran. should. 4. might. had better. 5. 3. 10. has got to can. have got to can. 6. might.C. 8.Reading Comprehension Practice 7A Answers will vary slightly. 1. has got to Grammar Practice 7B 1. has got to will. 4. ought to. would could. will. is going to leave a message for Terry to call Darren back. would. had better. Fran. would can.F A B E. 6. 5. must. have got to would should. 7. She took a message for Terry while she was gone. 3. He wanted to try to reschedule their meeting. has got to can.G 101 . 2. had better. had better. must. 2. 6. would. must. has to. Terry's secretary. has to. 2. Grammar Practice 7A 1. F. will. must. 8. should. 7.A D H H A. 8. has to. 3. ought to. 4. C E B G B D A F Grammar Practice 7C 1. 5. have to. might.
3. 4. Culture Practice 7B Answers will vary slightly. and time you can be reached. Engle. 2. Your name. your name. My name is Mr. please. Before she could sign the contract. 2. 2. Goodbye. who you'd like to speak with. Good morning. The caller's name. Yes. and ask how you can help them. I'd like to speak with Ms. 1. Could you have her call me at 534-6787? She can ask for Joe. I'll be there until 5:00 p. Your name. 5. Hanna needed approval on giving Delgrado eight months to pay the down payment. He was in a meeting. telephone number. what company you represent (if applicable). Tell the caller the person cannot be reached and ask if you can take a message. and when they can be reached. 1. Thank you. 4. Reynolds with Oracom. Kim. Culture Practice 7C Answers will vary slightly. 5.m. phone number. 1. The company name.Culture Practice 7A Answers will vary slightly. 102 . 3. Details about the Delgrado account deal. Because Hanna said she might be late if traffic is bad. 3. That they got the Delgrado account.
12. meg laptop parts repairs Vocabulary Practice 8C 1. 6. 4. 2. 5. 2. 3. 5. 4. 4. 3. 6. 4. T F T T F T F T Phrases Practice 8A 1. 3. 11. 2. I see Phrases Practice 8B Answers will vary 103 . 8.Theme 8 – Negotiations Vocabulary Practice 8A 1. 14. 9. 6. 5. 7. 8. 2. 7. 13. 5. 8. C D N F B I J M A H L K G E Vocabulary Practice 8B 1. 7. all you need to know I don't understand what What's the difference remainder of the warranty at our cost Oh. 3. 10. manufacturer shipping hard drive specifications gig. 6.
Our flight to Chicago was delayed (by the pilot). 2. 2. 7. 5. 2. 3. F T T F F F F F Culture Practice 8B 1. 6. 5. 6. The labor committee negotiated the contract. 4. 4. The project was worked on all day long. 6. 1 3 2 5 4 6 104 . Thomas Jefferson wrote much of the Declaration of Independence. 4. El Greco must have painted the painting. The chairman called the meeting to order. Culture Practice 8A 1. 6. 3. 3. 3. The used car was sold to us for a really good price.Grammar Practice 8A 1. passive active active passive active passive Grammar Practice 8B 1. 2. 5. Grammar Practice 8C 1. 2. Ghosts must have done this then. 8. 3. 4. Who wrote this note? The Jesse James gang robbed many trains. 5. 4.
9. net 7. 4. potential to dislike player. degree 8. 13. relationship 11. 5. arrangements exclusive get back to you to check with break even Fire away to draw on count on I hear you Come on Down: 2. 12. rival addendum to write up. 2. approval 13. 7. 6. 6. heavily Vocabulary Practice 9C 1. 2. 4. hate 105 . 7.Contracts Vocabulary Practice 9A 1. to create to show department to be a very to check with an expression which shows someone that you are ready to listen to what they have to say to have available so I understand up to or less than come on an offer. 3. 10. 8. notice 10. 5. 10. headquarters 5. renewal 9.Theme 9 . certain 3. 14. 8. quota 6. a proposal Vocabulary Practice 9B Across: 2. 11. 9. 16. 15. 3. territory 4.
to foretell picture. C I E G B D 106 . 2. terrace. E 10. 9. N K J O C 6. 5. raised mountain of earth send. telegraph. 10. psychology. 6. 5. G 12. 4.Vocabulary 9D 1. memory. transmit. the order of events in time Grammar Practice 9A 1. 2. speak. 4. person who takes pictures heat. predict. 3. chronology. the study of the mind mind. 5. a message earth. 7. 5. 4. L 11. facts stored in the brain time. F 14. 2. 6. M 7. send from one place to another born native. B 9. J D H J B G Grammar Practice 9B 1. 3. D Vocabulary Practice 9E Answers vary 1. 3. photographer. I 8. 6. H 15. 2. A 13. thermometer. measures heat write. 4. born in the country mind. 3. 8.
they may renew the contract for an additional five years. 5. Inc. H A J M E K L N Culture Practice 9A Answers vary 1. 7. 5. 2. 4. 8. 2. Writing Practice 9A Answers will vary 107 . Politely decline his offer. 2000 Either party may terminate the contract at any time before May 15. 5. It is important to understand what the other person is saying so you can communicate with him or her better. and make him one that you think will be beneficial to both of you. 2. Many businesspeople do not have the authority to sign contracts containing certain details. 3. 1700 January 19. 6. Inc and Porta. Sille. 3. Lawyers make sure that any contracts or other legal documents that are made or offered to the company are legal and will benefit the company.Grammar Practice 9C 1. 4. Flexible businesspeople often make better deals. If both parties are satisfied with the product and services. 3. 1999. 4. Culture Practice 9B 1.
we They me They. practically 6. yours Their. 4. 7. 6. 2. 8. 2. 4. 6. otherwise 4. 4. 7. 5. not exactly 3. mine their yours my. We I me. it us. 3. 7. 8. opinion change his mind voice alternative present come up with Vocabulary Practice 10C 1. 9. excited Grammar Practice 10A 1. ours His their.Theme 10 – Discussing Business Vocabulary Practice 10A 1. look after 7. Not too well 5. C D G A F E B Vocabulary Practice 10B 1. 3. 6. 2. 3. 3. 4. his 108 . 5. I She. react 2. 6. 5. ours hers. it They. 5. it She Grammar Practice 10B 1. 10. 2. already 8.
5. 2. 9. Culture Practice 10C 1. 5 2 4 1 7 6 109 . 4. themselves myself herself himself ourselves myself himself yourself/yourselves ourselves yourselves Grammar Practice 10D 1. 10. 4. Liz turned it in to him/her. 3. We'd be grateful if you could lend it to us. 3.Grammar Practice 10C 1. 8. 6. 7. 2. 5. Have you shown it to her? Could you pass it to me? You should send one to them. 3. 6. 4. 5. 2. Culture Practice 10A Answers will vary. Culture Practice 10B Answers will vary.
4. 8. 4. until 13 tradeshow Phrases Practice 11A 1. 3. G E I J H L C D F A K B Down 2. 4. 11. 10. donut 5. hotel 12. 5. 2. 5. gram meter Vocabulary Practice 11B 1. juice 3. Catering Electricity $375 $200 $800 Vocabulary Practice 11C Across 1. 6. 9. sure 10. 12. 3. 2. meter kilo kilometer. 5. 2. 3.Theme 11 – Planning Vocabulary Practice 11A 1. meter. electricity 8. 7. okay 110 . equipment 7. rent 11. computer 4. booth 1. monitor 6. centimeter millimeter.
H D B C. budgeting with. 4. 5. joining in. raising of. working Grammar Practice 11C 1. 7. saving on. Grammar Practice 11A 2. 10. helping on. 6. 4. 12. 2. 8. of/about. 8. 3. 5. between before until down on from behind After Grammar Practice 11B 1. taking with. driving with. lying about. 3. 2. 7.Phrases Practice 11B Answers will vary. losing about. 8. 3. seeing of. 7. 5. seeing about. F. 9. 9. 4. dancing with. 14. 13. 11. 15.E A F D C 111 . 6. 6. fighting on. exporting in.
15.Culture Practice 11A 1. 8. F T F T F F T F T F T F F F F 112 . 7. 6. 5. 13. 10. 11. 3. 9. 2. 4. 12. 14.
5. 3. 6. 5. 2. 3.Theme 12 – Meetings Writing Practice 12A Answers will vary. Summer March 6500 August 5000 or 50% drop 3000 Vocabulary Practice 12C 1. 6. 2. 4. tennis shoes 14% dance shoes 4% dance shoes tennis shoes 113 . 4. Vocabulary Practice 12A L F I P G S T N E M T R A P E D U A S S I S T A N T B Z R Q S N R X G P A L K E O F Y Q U J T A Q D U E D U X B L S B U P E A P P W D R N R A O N C D E Y B T N R Y U T E D I S C U S S A F U L I G F A G E A B K S C T G C S M N B L I A V C D I T P I H J R G T Z S N B E P O A O S O F R E E A X O Z E L N C M M O N W X P M V K R E T O P I C A R S A F O L N L D Q T P W D B R U P B E R N T H S I K M C O P Y Q G G K T H I J C H X E X C I T I N G J S U O E L M U N L R I L X I D C W I M Q U A R T E R L Y K H C Y N O Vocabulary Practice 12B 1.
3. 7. 6. 9. 9. 11. is grows goes has has cares eats are want needs breaks Grammar Practice 12B 1. reading helping Preparing Asking growing Managing Cleaning discussing starting noticing Receiving 114 . 5. 2. 10. 12. 6. 6.Vocabulary Practice 12D 1. 10.7 million Vocabulary Practice 12E 1. 3. 11. 15. 2.43 million 1. 6. 14. 4. 11. 3. 13. 8. 1999 1. 8. 2. 7. 4. 7. 9. 5. 4.1 million 1997 1995 2. downsize analysis summarize flood profit demand competition market share morale interest rates invest tough variables incentive credit Grammar Practice 12A 1. 2. 5. 4. 10.1 million 1. 7. 8. 5. 3.
4. 3. 9. 12. 4. 5. 6. 7.Grammar Practice 12C 1. 2. 7. knowing couldn't be taken would/could wouldn't to sign have were Culture Practice 12A 1. 11. 5. 2. 6. 8. 10. F F F T T F T F F F F F 115 . 3. 8.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue listening from where you left off, or restart the preview.