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GOALS3
TEACHERS BOOK
Gareth Knight Mark ONeil Bernie Hayden
http://www.cambridge.org
Information on this title: www.cambridge.org/9780521613170
Cambridge University Press 2005
This book is in copyright. Subject to statutory exception
and to the provisions of relevant collective licensing agreements,
no reproduction of any part may take place without
the written permission of Cambridge University Press.
First published 2005
Printed in the United Kingdom at the University Press, Cambridge
A catalogue record for this book is available from the British Library
ISBN-13 978-0-521-61317-0 Teacher's Book
ISBN-10 0-521-61317-5 Teacher's Book
ISBN-13 978-0-521-60362-1 Student's Book
ISBN-10 0-521-60362-5 Student's Book
ISBN-13 978-0-521-61785-7 Workbook with Audio CD
ISBN-10 0-521-61785-5 Workbook with Audio CD
ISBN-13 978-0-521-61318-7 Audio Cassette
ISBN-10 0-521-61318-2 Audio Cassette
ISBN-13 978-0-521-61319-4 Audio CD
ISBN-10 0-521-61319-1 Audio CD
Contents
INTRODUCTION
UNIT 2 Arrangements
12
16
Review 1
20
21
25
30
Review 2
34
35
UNIT 8 Meetings
38
42
Review 3
46
UNIT 10 Advertising
47
UNIT 11 Trading
50
UNIT 12 Reporting
55
Review 4
59
UNIT 13 Presentations
60
UNIT 14 Companies
63
66
Review 5
71
73
PHOTOCOPIABLE SECTION
Optional extra activities
75
Homework
80
Tests
102
UNIT
On
the
phone
1
Transcript
UNIT GOALS
contacting companies by phone
making small talk on the phone
PART A
Getting through
e Listening (page 6)
Explain the situation in the recording, check that students
know health insurance and Human Resources Director, and
model the pronunciation of the three company names so that
students will recognize them when they hear them. Explain
the headings in the table, in particular Successful? (whether
he actually speaks to the Human Resources Director in each
case). Students should write Yes or No in this column.
Play the recording, pausing after each call to give students
time to write and perhaps check answers together. If
necessary, play it again, but this time without pausing it.
Let students check in pairs before class feedback.
Answer key
Call
1
2
3
Company
name
Logica
GSK
Standard
1
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
Hello, Logica.
Hello. Id like to speak to the Human Resources
Director, please.
Whos calling, please?
Its Rob Stephens.
Thank you. Can I ask what its about?
My company supplies health insurance. Im sure
your company would be interested.
Im sorry, but the director is busy today. Could I
take a message?
No, its OK, thanks. Ill call again.
2
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
3
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
RECEPTIONIST :
ROB :
Answer key
1 like to speak
2 Its
3 its about
4 Im sorry
5 Ill call
6
7
8
9
10
whos calling
put you through
Could I speak
Could I have
Im afraid
PART B
Answer key
1 help
2 speak
3 calling
4 names
5 what
6
7
8
9
10
calling
afraid
take
call
send
e Brainstorming (page 8)
Ask students to read the example and then put them into
pairs to make a list. Dont let this go on for too long. Have
some feedback with the whole class. You could write
students ideas on the board.
r Listening (page 8)
a Get students to read the four tips and see how many of
them are in their list from 1 Brainstorming. Find out if any
pairs had all four points in their list.
u Exploring (page 7)
Write the expression cold calling on the board and elicit
possible meanings for it. Dont tell students if their guesses
are right or wrong.
Put students into pairs to discuss question 1. Check the
answer with the class and then ask students to discuss
questions 2 and 3, which can include cold calling at
home. When most pairs have nished, round off with a
class discussion.
Answer key
1 b
2 possible answers
a Advantages the customer doesnt have to go out
and look for the product; the customer gets
individual attention, and may have been targeted
so that the product or service will be relevant.
Disadvantages it is intrusive for the customer
and can waste a lot of time. The product or service
may not be something the customer is interested in.
b Advantages the selling company gets quick and
direct access to individual potential customers; if
well targeted, it can create a lot of new customers;
it can be more economical than other forms of
marketing.
Answer key
1d
2a
3c
4b
Transcript
1
STUART :
MIKE :
STUART :
MIKE :
2
HUGH :
KAREN :
HUGH :
KAREN :
HUGH :
KAREN :
HUGH :
KAREN :
3
LUKE :
STEVE :
LUKE :
STEVE :
LUKE :
STEVE :
LUKE :
STEVE :
4
ANNA :
SARAH :
2 yourself
5 let you get on
3 cant complain
Transcript
MARCO : Hello. Marco Delta.
CHRIS : Hi, Marco. Chris here.
MARCO : Oh, hi, Chris. How are things?
CHRIS : Not bad, thanks. And yourself?
MARCO : Busy, but I cant complain. What can I do for you?
CHRIS :
MARCO :
CHRIS :
MARCO :
CHRIS :
MARCO :
Answer key
1
A: Hello. James Owen.
B: Hi, James. Its Paul here.
A: Hi, Paul. How are you?
B: Fine, thanks. And yourself?
A: Not bad. What can I do for you?
B: Im just calling to check when the next
meeting is.
A: Oh, right. Er, its at 10 oclock on Monday.
B: Great, thanks very much. Dont let me keep you. Bye.
A: No problem. Bye.
2
A:
B:
A:
B:
A:
B:
A:
B:
A:
3a
4e
5c
2
1 F If you answer a colleagues phone, say that
persons name in your greeting
2 T Be polite to the gatekeepers Learn and use
their names.
3 T remind the other person of your previous
conversation or contact.
4 F make notes during phone conversations.
5 T some of the most powerful business
relationships exist between people who have never
seen each other.