BUILD YOUR BUSINESS

VOCABULARY
PART 1. BACKGROUND TO BUSINESS

2004
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 CONTENTS
Foreword ..............................................................................................................4
Introduction .........................................................................................................5
What language learning type are you? ................................................................5
Section 1. Career Prospects .................................................................................8
1. What adds up to job satisfaction? (1) .........................................................8
2. What adds up to job satisfaction? (2) .........................................................9
3. How do you feel about your job? .............................................................10
4. Whats the job? ........................................................................................11
5. The career ladder ......................................................................................12
6. People at work ..........................................................................................13
7. A place to work ........................................................................................14
8. Employment .............................................................................................14
9. Getting a job (1) .......................................................................................15
10. Getting a job (2) .....................................................................................16
11. Applying for a job ..................................................................................17
Section 2. Business Communication .................................................................18
12. One mans meat is another mans poison ..............................................18
13. Holding a meeting ..................................................................................18
14. Speaking at meetings .............................................................................19
15. Making a presentation (1) ......................................................................20
16. Making a presentation (2) ......................................................................20
17. Making a presentation (3) ......................................................................21
18. Emergency call .......................................................................................22
19. Telephone language (1) ..........................................................................23
20. Telephone language (2) ..........................................................................23
21. Telephone language (3) ..........................................................................24
22. Formal and informal letters ....................................................................25
23. Formal letters: booking a hotel room (1) ...............................................26
24. Formal letters: booking a hotel room (2) ...............................................27
25. Where do your business partners come from? .......................................28
26. Company profile ....................................................................................28
References .........................................................................................................29
 FOREWORD
Learning vocabulary is a very important part of learning English. If
you make a grammar mistake, it may be wrong, but very often people
will understand you anyway. But if you dont know the exact word you
need, it may turn out frustrating enough both for you and the person you
are talking to.
So, many intermediate and advanced learners find the use of specific
business vocabulary the most challenging feature of foreign language
study. Build Your Business Vocabulary can come quite handy since it is
designed to revise and consolidate learners knowledge of basic business
words as well as practice them in various contexts. It covers a wide range
of topics which focus on describing jobs and job responsibilities (career
prospects, applying for a job etc.), arranging business communication
(holding a meeting, making a presentation, telephoning, booking a hotel),
commenting on companys activities.
Through a variety of exercises students will be lead to organizing lists
of new words and using a dictionary properly as well as learning new
words and using the words they know more effectively.
This book is intended for business students. It can be used as a self-
reference practice book or as a supplementary material in classes majoring
in Economics (Finance, Accountancy, Banking, Management). If used for
classwork, activities can be done individually or co-operatively in pairs or
small groups.

4
 INTRODUCTION
WHAT LANGUAGE LEARNING TYPE ARE YOU?
1. Are you someone who
a) wants to know grammar rules?
b) doesnt worry about grammar?
2. When you are reading, do you usually
a) look up exact meaning of new words?
b) work out roughly what a new word means?
3. When you are speaking, do you
a) use phrases youve learnt by heart?
b) try out new ways of saying things?
4. For you a word usually has
a) one clear meaning;
b) different meanings in different situations.
5. Are you more interested in
a) business English?
b) literature?
6. Are you more interested in
a) passing examinations?
b) being able to say what you want?
7. Do you listen more to
a) someones exact words?
b) the sound of their voice?
If you chose more (a)s than (b)s, do the WP questions.
If you chose more (b)s than (a)s, do the TF questions.
WP section
1. Do you choose the answers to questions
a) rather carefully?
b) without thinking a lot?
2. Do you
a) always finish homework on time?
b) sometimes finish the work late?
3. Do you feel better when you
a) finish a piece of work?
b) still have time to finish it?
4. Which is more important when studying
a) being organized?
b) being able to change?

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5. Are you more comfortable with activities which are
a) clearly limited?
b) open-ended?
6. When working with other learners, do you
a) plan carefully before you start?
b) decide what to do as you go along?
7. Do you like it more when
a) the whole class does the same activity?
b) you work in small groups?
If you chose more (a)s than (b)s, read The worker.
If you chose more (b)s than (a)s, read The player.
TF section
1. A mistake is when
a) you break the rules;
b) people dont understand you.
2. Do you judge users of English by
a) how accurate they are?
b) how well they express themselves?
3. When you listen is it important to understand
a) every word?
b) what the speaker means?
4. When you are speaking, do you
a) try and remember the rules?
b) say what you feel?
5. Other peoples mistakes
a) should be corrected;
b) are not important.
6. Which is more important:
a) describing facts?
b) expressing feelings?
7. The good language learner is someone who
a) never makes mistakes;
b) doesnt worry about making mistakes.
If you chose more (a)s than (b)s, read The thinker.
If you chose more (b)s than (a)s, read The feeler.

6
 The worker is someone who:
likes organization and planning;
enjoys doing exercises and drills;
would like to work with the teacher all the time;
has good study habits, is punctual and is good at homework;
is comfortable with facts and routine;
likes doing tests and being corrected;
prefers writing to discussion or drama;
dislikes doing project work;
dislikes playing games or working in small groups.
The player is someone who:
likes being with people and enjoys variety and change;
prefers listening and speaking to reading and writing;
prefers playing games and working in groups to writing exercises;
prefers competition and excitement to practice and homework;
prefers trying lots of different activities to doing long projects;
enjoys participating and performing;
hates doing the same thing lesson after lesson;
would like to do different things all the time.
The thinker is someone who:
wants to know why and is always looking for rules and principles;
works independently and learns from individual study;
enjoys listening to lectures and doing projects and longer written work;
is very hard-working and always wants to get things right;
prefers reading to taking part in discussions or group activities;
likes getting feedback from the teacher;
sometimes does not complete work and is often dissatisfied with it as it
may not be perfect;
would like to know everything there is to know.
The feeler is someone who:
is good at and enjoys learning languages;
loves interacting and group and pair work;
is interested in talking about emotions and personal topics;
enjoys being with people and learns through cooperation;
prefers taking part in discussions to studying rules and doing exercises;
likes reading, roleplay and drama;
is very sensitive to criticism and needs individual feedback;
prefers speaking to writing.

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 SECTION 1. CAREER PROSPECTS
1. WHAT ADDS UP TO JOB SATISFACTION? (1)
Choose the most suitable word given for each space in the text.
Have you ever asked yourself what you are working for? If you have ev-
er had the time to (1) . this taboo question, or put it to others in mo-
ments of weakness or confidentiality, you (2) . well have heard some
or all of the (3) . . Its the money of course, some say with a smile, as
if explaining something to a small child. Or its the satisfaction
of (4) . well done, the sense of achievement behind the clinching of an
important (5) . . I worked as a bus conductor once, and I cant say
I (6) . the same as I staggered along the swaying gangway trying
to (7) . our tickets without falling over into someones lap. Its the
company of other people perhaps, but if that is the (8) ., what about
farmers? Is it the conversation in the farmyard that keeps them captivated by
the job? Work is power and a sense of status say those (9) . have either
attained these elusive goals, or fell aggrieved that nobody has yet recognized
their leadership (10) . . Or we can blame it all on someone else, the
family or taxman. I suspect, and I say this under my (11) ., that most
of us work , hoping for something to (12) . up. Well win the pools,
and tell the boss what we really think. Well scrape together
the (13) . and open that little shop we always dreamed of, or
go (14) .. the world, or spend more time in the garden. One day well
get that (15) . we deserve, but until then at least we have something to
do. And we are so busy doing it that we wont have time to wonder why.
1. A. propose B. meditate C. consider D. launch
2. A. might B. can C. will D. should
3. A. below B. rest C. following D. latter
4. A. a work B. a job C. a task D. an effort
5. A. deal B. position C. job D. engagement
6. A. enjoyed B. wished C. hoped D. felt
7. A. make B. turn C. issue D. give
8. A. one B. case C. question D. former
9. A. people B. must C. who D. to
10. A. qualities B. status C. property D. requirements
11. A. oath B. suspicion C. breath D. pressure
12. A. move B. turn C. ease D. end
13. A. resources B. opportunities C. rest D. money
14. A. round B. over C. into D. to
15. A. ambition B. station C. vocation D. promotion

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 2. WHAT ADDS UP TO JOB SATISFACTION? (2)
The Guardian newspaper sent out a questionnaire to its readers on the
subject of work and careers and received more than 11,000 replies. In one
section, aspects of work which might contribute to job satisfaction were
listed and readers were asked to say how important they were for them.
Consider the 15 points below. How important are each of the
following to you in providing you with job satisfaction? Put the
points in order of importance.
challenge;
meeting people through work;
security;
the respect of colleagues;
working conditions;
status in your organization;
learning something new;
personal freedom;
being part of a team;
exercising power;
helping other people;
being praised by your supervisors;
social status;
being promoted;
making money.
Now compare your results with those obtained by the Guardian
newspaper. Here is how Guardian readers responded:
% %
The respect of colleagues 93 Being part of a team 69
Being praised by your super-
Learning something new 92 68
visors
Personal freedom 91 Being promoted 62
Challenge 89 Making money 62
Helping other people 88 Status in your organization 58
Security 79 Exercising power 28
Working conditions 74 Social status 25
Meeting people through
71
work

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 3. HOW DO YOU FEEL ABOUT YOUR JOB?
I. Here is a list of words that describe jobs. Match a word in column
A with a phrase in column B.
A ___________________ job makes you feel __________________ .
Column A Column B
challenging tired
satisfying as if you are not reaching your goals
stressful you are using all of your abilities, energy, and
resources
rewarding you are making a lot of money
frustrating as if your needs and desires are being met
exhausting you are getting a lot in return for your work
tedious changes can happen
flexible mentally or emotionally upset
lucrative bored

II. Choose the most suitable word or phrase given to complete the
following sentences.
1. Were very busy this week. Can you work . ?
a) extra time b) supplemen- c) overtime d) double time
tary time
2. I succeeded in my job through sheer hard .. .
a) work b) labour c) industry d) effort
3. Im thinking of changing my job because there are few . of pro-
motion.
a) prospects b) opportunities c) chances d) sources
4. Bill has a real . for looking after handicapped children.
a) career b) post c) inspiration d) vocation
5. Ruth is looking for a new . at the moment.
a) vacancy b) appointment c) condition d) employment
6. In our company I am afraid there is very little . to work hard.
a) inspiration b) advantage c) gain d) motivation
7. Its not very interesting work, but at least its a . job.
a) regular b) continuous c) firm d) steady

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 4. WHATS THE JOB?
A. Complete each sentence with one of the words given. Use each
word once only.
agent competitor executive industrialist producer
client dealer foreman labourer trainee
A. Nowadays you often find that the top in a company is a woman.
B. If you have any problems with your work, talk to the . .
C. Happy Chips is the number one . of potato crisps in the coun-
try.
D. Im starting next week as a . chef in a large hotel.
E. Our company is the . for several large insurance companies.
F. David was not content until he had become a rich . .
G. Our firm is quite a long way ahead of our nearest . .
H. With the mechanisation it is difficult to find work as an un-
skilled . .
I. I have been working as a used car . for the past six months.
J. A company should make every . feel important.
B. Below there are extracts from job advertisements. You must
decide which job is being referred to in each case. Choose the job
from the following list. Mind that each job is referred to once only.
accountant Clerk personnel officer
advertising executive computer operator R&D Manager
assembly person draughtsperson receptionist
chauffeur motor mechanic salesperson
1. ..
You will be in charge of a team of highly creative individuals deliver-
ing new quality products and enhancing our existing range.
2. ..
With particular responsibilities for recruitment and selection. Com-
munication skills and a pragmatic approach to problem solving essential.
3. ..
With mechanical design experience to work as a member of a team
producing designs and drawings for production. Experience of our product
range is not essential.
4. ..
Duties include filing, mailing, relief reception and other general office
work.
5. ..

11
 Needed for night shift. Clean modern factory. Varied work. Good eye-
sight essential.
6. ..
Successful candidate will be articulate and presentable. Remuneration
includes retainer and car allowance plus commission structure.
7. ..
Reporting directly to Managing Director. You will take over financial
control for all aspects of daily operation.
8. ..
Sober habits, clean driving license, able to be on call 7 days per week
at times. Uniform supplied.
9. ..
Must be experienced in the repair and maintenance of heavy duty ve-
hicles. References must be provided from previous employers.
10...
You are the first person our clients will meet so you need to be friend-
ly, stylish and efficient.
11...
Some experience in the above-mentioned software is essential but
training will be given to the successful applicant.
12...
You will be an essential member of an agency responsible for some of
the countrys top accounts. You will be responsible for the administration
of local and national promotions.
5. THE CAREER LADDER
Change the italicized words or phrases in the text below to other
words or phrases that have a similar meaning. Choose from the box.
training fresh challenge involved took over prospects
under him a pay rise resigned from his company
unemployed retired trainee in charge of sacked
a part-time job promoted applied for was keen
When Paul left school he wrote an official request for a job in the ac-
counts department of a local engineering company. They gave him a job as
a very junior person in the company. He didnt earn very much but they
gave him a lot of organized help and advice with learning the job, and sent
him on training courses.
Paul worked hard at the company and his future possibilities in the job
looked good. After his first year he got more money, and after two years he

12
was given a higher position with more money and responsibility. After six
years he was the boss of the accounts department with five other employees
under his authority.
By the time Paul was 30, however, he decided he wanted a new excit-
ing situation. He wanted very much to work abroad, so he officially told the
company he was leaving his job and started looking for a new job with a
bigger company. After a couple of months he managed to find a job with an
international company which included a lot of foreign travel. He was very
excited about the new job and at first he really enjoyed the traveling, but
After about six months, Paul started to dislike the constant moving
around, and after a year he hated it; he hated living in hotels, and he never
really made any friends in the new company. Unfortunately his work was
not satisfactory either and finally he was told to leave the company a year
later.
After that, Paul found things more difficult. He was out of work for
over a year. He had to sell his car and move out of his new house. Things
were looking bad and in the end Paul had to accept working only some of
the day or some of the week on a fruit and vegetable stall in a market.
To his surprise, Paul loved the market. He made lots of friends and en-
joyed working out in the open air. After two years, he took control of the
stall. Two years later he opened a second stall, and after ten years he had
fifteen stalls. Last year Paul stopped working completely at the age of 55, a
very rich man.
6. PEOPLE AT WORK
A. What knowledge is necessary to be a good sales rep?
Complete this text and add further sentence of your own.
First of all, a good sales . needs to have an excellent
knowledge of their companys . . Secondly, he or she needs to know
all about the . of their main . . Thirdly, a sales representative
should be familiar with the needs of . in their particular market, and
should obviously be very familiar with the needs of their companys most
important . .
B. Below there are some of the idioms used to describe people at work.
Match the descriptions a) to j) with the explanations 1) to 10)
A. Jane was headhunted by a multinational company.
B. Pam is at the end of her tether.
C. Marys assistant was given the sack.
D. Jean really has her nose to the grindstone.
E. Sue was given a golden handshake.
F. Helen took on a new secretary.

13
G. Ann is in the go all day.
H. Brenda was overlooked.
I. Judith has made good.
J. Paulines boss keeps her on her toes.
1. She is always busy.
2. She doesnt have the chance to become complacent.
3. Shes working hard.
4. She didnt get promoted.
5. She was offered a better job.
6. She has become successful.
7. She was dismissed.
8. She received a cash bonus on leaving her job.
9. She has run out of patience.
10. She gave someone a job.
7. A PLACE TO WORK
Use one of the words given to identify the place in each sentence.
factory garage market restaurant shop
farm library office school university
A. Shop-floor personnel are required to wear protective clothing at all
times.
B. Please proceed to registration after assembly.
C. Reference material should be returned to the check-out desk.
D. The yield per acre is up more than fifteen per cent.
E. Reservations can be accepted for groups of up to ten.
F. This seminar is compulsory and the essay will be part of your final as-
sessment.
G. Profit margins on such retail items are minimal.
H. Dismantling of stalls is the responsibility of stall-holders.
I. One of your tasks will be to overhaul the filing system.
J. Change the filters and top up the battery.
8. EMPLOYMENT
Complete the puzzle and find the missing key word in 11 down.
Across
1. The bank is planning to . over fifty new graduate trainees. (7)
2. As a cost-cutting measure, several senior executives have
been . redundant. (4)
3. At the age of 65 you will receive an annual . equal to two-thirds
of your final salary. (7)
4. Its easier to get a job if you are in work than if you are . (10)

14
5. Mr. Davis has handed in his . and will be leaving at the end of
the month. (6)
6. The government should offer generous . payments to miners to
encourage them to start up their own businesses. (10)
7. You cant . her just because she belongs to a trade union. (7)
8. We have to . on extra staff in the summer to cope with the extra
work. (4)
9. After a boardroom battle, the Chairman was forced to . . (6)
10.We hope to avoid compulsory redundancies by encouraging older mem-
bers of staff to take early . . (10)
11
1 R
2 M
3 P
4 U
5 N
6 R
7 D
8 T
9 R
10 R

9. GETTING A JOB (1)

Read the following job advertisements:
A. The dynamic and pioneering company, a member of a well-established
group, continues to expand significantly its market share, both through
emphasis on technical excellence and a professional business approach.
This new appointment is the corner-stone in the companys future di-
versification programme.
B. If youve got an eye for detail, coupled with secretarial skills, then Be-
jam the freezer people have just the job for you at their busy, lively of-
fices in Stanmore. Youll be responsible for checking that the prices
and spelling are correct on our display material, liaising with the dis-
play company and store managers. This involves a lot of telephone
work and keeping to deadlines, so you must be capable of working effi-
ciently under pressure.
C. The company is successful independent operator with turnover now ex-
ceeding $30m. It provides a range of services from a number of loca-
tions in the UK and on the Continent. Reporting to the General Manag-
er, responsibility is to manage the finance and accounting functions.

15
 Developing controls and advising on financial policy and planning will
be major tasks. Success in the role should lead to a Board appointment.
D. Mayfair-based public company is looking for the best sales people in
Britain. You must be money motivated, aggressive, hardworking and
above all, a good sales person. We sell ad space. If you can as well, you
can move to any of our offices all expenses paid.
Now identify which advertisement the following statements refer to.
1. This advertisement emphasizes the importance of the position in the
companys planned development.
A B C D
2. This advertisement seems to issue a challenge.
A B C D
3. This advertisement mentions the possibility of promotion.
A B C D
4. This advertisement promises a special benefit to the successful appli-
cant.
A B C D
5. This advertisement adopts an informal, almost chatty style.
A B C D

10. GETTING A JOB (2)

Below you will see some extracts from job advertisements. Fill in
each blank with a word or phrase from the following list. Use each
item once only.
attractive initiative suit kitchen staff
pension
ability outgoing team
scheme
potential
clear preference willing
customers
successful
contact required busy office
candidate
thorough
experience Skills hard work
training
Our new 200-seat restaurant is opening in May and we are looking for
waiters, waitresses and 1. . . If you are a friendly
and 2. . person who is not afraid of 3. ., we have the job and

16
hours to 4. . you. For more information, 5. . Helen
on 443621.
Typist/Receptionist 6. . for a 7. . . Typing and short-
hand between 80 and 120 wpm. We will give 8. . to applicants who
have experience of using word processors and computers.
TELEPHONE SALES EXECUTIVE
We want a positive person who is 9. . to work hard and can use
their own 10. . . You must be lively and have a good sense of hu-
mour and a 11. . speaking voice. You will receive 12. . .To
enable you to inform 13. . of the benefits of advertising with us.
ACCOUNTS CLERK
The 14. . Will have had 15. . Of book-keeping and
banking procedures. The position calls for VDU and secretarial 16. .
Plus the 17. . To work as part of a 18. . .
An 19. . Salary is offered as well as a company 20. . .
11. APPLYING FOR A JOB
You will see extracts from two letters about the advertisement for an
accounts clerk. Fill in each blank with a word from the following
list. Use each word once only.
as enclose form position
audio enquiries further take
available favourably in to
consider For opportunity with
Dear Sir
With reference 1. . your advertisement in todays Morning
News, I am interested 2. . applying for the 3. . Of accounts
clerk with your company.
Could you please send me 4. . details and applica-
tion 5. . .
Yours faithfully

Dear Sir
I would like to apply 6. . the position of accounts clerk with
your company.
I 7. .. my application form.
I am at present working 8. . a secretary in the accounts office
at TW Industries. My duties include 9. . and copy typing and deal-
ing 10. . correspondence and telephone 11. . .

17
 Twice a week I have been going to evening classes in book-keeping
and I intend to 12. . an examination in three months.
I am applying for the position because I would like an 13. . to
make more use of my training.
I would be 14. .. for interview at any time.
I hope that you will 15. . my application 16. . .
Yours faithfully

SECTION 2. BUSINESS COMMUNICATION

12. ONE MANS MEAT IS ANOTHER MANS POISON
Complete the passage using the correct words from the box
agenda proposal alternatives views agree should
waste opinion people
There are many different sorts of business meeting, and how the
participants behave varies from country to country. In France meetings
are generally used for briefing and co-ordination rather than discuss-
ing 1. . and making decisions. They follow a detailed 2. . ,
and comments are well thought out rather than spontaneous. The same is
true at formal meetings in Germany, where you 3. . be well pre-
pared if you wish to express an opinion. In the UK, on the other hand,
participants often arrive at meetings unprepared, and papers distributed
beforehand will not be read. This does not prevent anyone from express-
ing an 4. . or putting forward a 5. . , though. Everyone is
expected to contribute their 6. . .
Meetings in Italy seem to be the most informal in Europe. They
dont usually follow an agenda and 7. . often come and go as they
please. In fact, sometimes Italian meetings are more like a social gather-
ing, used to reinforce a sense of togetherness.
Its very different in Spain, where meetings do little to create a team
spirit. The Spanish prefer to be independent and make decisions on their
own. Meetings are often a 8. . of time because it is impossible to
get everyone to 9. . .
13. HOLDING A MEETING
Choose the right words in italics to complete the conversation
Jane: We need to argue / discuss the problem of quality with the
new LT60 components. Basic / Basically, we have two alternatives. We
can either accept a wastage rate of 10 % or / and we can delay the sched-
ule and redesign the component. Any / Some views on this, Mark?

18
 Mark: Yes, the important thing here is the timing. The customers
cant wait any longer for this product. Its 90 % OK. I think / propose we
should go ahead with production.
Jane: How do you think / feel about that, Tom?
Tom: I / Im disagree. Waste costs money. We need zero defects.
Mark: But we havent got time. Arent / dont you agree, Jane?
Jane: Im sorry, but I think Tom has / is right. I dont think we
should start production until the design is OK.
14. SPEAKING AT MEETINGS
Fill in the blanks with the correct phrases and sentences from the
list below
Can we get back to the main point?
Shall we get started?
Shall we move on?
Are we all agreed?
I didnt follow what you said.
What do you mean by ?
Lets turn to
We need to discuss
1. Right, everyones here. ____________________________________ ?
2. A: Our training budget is less than 5 % of extra VAT that comes on top
of the original 15 % on the 18,300 brochures at $2.47.
B: Im sorry, _____________________________________________ .
3. It seems then that a price rise of 5,4 % is the best solution.
_________________________________ ? Good.
4. A: By the way, I saw Pete in the pub the other day. He moved house
last weekend. Did you know? He told me
B: _____________________________________ ?
5. OK. We all agree on that item. _____________________________ ?
6. Right, then, we can offer a commission of 12 %.
______________________________ the next item on the agenda.
7. There are three items on the agenda. Firstly, _____________________
the problem of late payments.
8. A: There are some unusual things happening in the Finance Depart-
ment.
B: ________________________________ unusual?

19
 15. MAKING A PRESENTATION (1)
Here are the introductions to two different presentations. Separate
the two presentations and put them in the correct order
A. At the end I will suggest practical ways in which you as managers can
motivate both yourselves and the people who work for you.
B. Good morning ladies and gentlemen, and welcome to our session on the
dynamics of motivation.
C. Then I will give a short demonstration of our prototype and explain
what we have already achieved.
D. Please feel free to raise questions at any time on technical or financial
aspects of the project and I shall do my best to answer them.
E. To begin with, I shall outline the main goals of the project.
F. I would like to ask you to keep any questions you may have until the
end, when I hope we will also have time to discuss your personal expe-
riences and particular work situations.
G. Finally, I shall move on to the major commercial applications and po-
tential returns on investment.
H. I will then turn to what we really mean by motivation, and look at the
internal and external factors that play a part in creating it.
I. Good afternoon ladies and gentlemen. I would like to talk to you this
afternoon about why we feel our interactive video project is worth in-
vesting in.
J. I shall start by looking at why motivation is so important and why the
ability to motivate is a vital management skill.
Presentation 1 Presentation 2
B I
16. MAKING A PRESENTATION (2)
Read this instruction to a presentation. Choose the correct words or
phrases in italics.
Good afternoon, ladies and gentlemen and welcome in/to/for our sem-
inar on corporate property management. I would like to
begin/starting/commence by drawing/telling/outlining some of the main
explanations/matters/issues in corporate property management so that/
for/in order you will be able to judge whether your company is devoting
sufficient time to this question.
I will then look/turn/change to some of the legal and financial que-
ries/aspects/pieces of property management, and will tell/look/explain how
your companies may be affected by current and future legislation. I will il-
lustrate/give examples/discuss of the kinds of problems our clients have
faced and explain what was done to solve them.

20
 I will finish by/with/in giving a brief resume of the consultancy ser-
vice that we offer, and I will explain what you need/shall/should do if you
would like to look into the matter further.
As we are rather hurried/pressed/short for time, I would be grateful if
you could rest/stay/save any questions you may wish to rise/raise/arise un-
til the end, when I will do/make/have my best to answer them.
17. MAKING A PRESENTATION (3)
Below you will see extracts from a presentation. You must complete
each blank with a word or phrase from the list below. Use each item
from the list once only.
Purpose First of all, up to date at such short no-
tice
priorities May I begin to sum up On the contrary,
Finally, As you know, as a whole On the other
hand,
Next, In other words, As far as draw your atten-
tion
1. . by welcoming you all, especially as this meeting has had to
be called 2. . .
3. . , our latest project has been the target of intense specula-
tion in the media during the last few days, and the 4. . Of this
presentation is to bring you 5. .. on what has been happening.
6. . , Id like to refresh your memories as to the background to
the project. 7. . , Ill give you a broad outline of what weve
achieved so far. 8. . , Ill try to give an indication of what
our 9. . will be over the next few months.
If I can 10. . to the month of July, you will notice that there
was an unexpected fall in overseas sales.
11. .domestic sales are concerned, you can see that growth has
been sustained.
If we look at the figures for Europe 12 . , and Germany in par-
ticular, we can see some quite encouraging trends.
We dont fear competition. 13. . , we welcome it.
We could open a branch there. 14. . , we may be better advised
to look for a good agent to represent us.
This is a time when we must consider our options carefully.
15. . , we should not rush into making any decisions.
So, 16. . then, dont believe everything the media tells you.
Weve had a few problems but the future looks bright.

21
 18. EMERGENCY CALL
When an emergency arises, a quick telephone call can prevent a
disaster, as this true story shows. Put the different extracts in the
right order and find out how a prompt telephone call saved one
womans life.
A. Later that day, the manager phoned the woman and asked her to come
back to the store. She told him she couldnt because her car was in the
garage for repairs and she lived 25 miles away.
B. But worse was to come. Male tarantulas are usually accompanied by
female tarantulas and they hadnt found the female.
C. A woman bought a yucca plant from a well-known British chain store.
It died a few weeks later so she took it back to the store and asked her
money back.
D. The store didnt shirk their responsibilities. They replaced the duvet and
repaired everything in the house and so this true story had a happy end-
ing except for the female tarantula, of course.
E. But the manager was very insistent and told her he was sending a taxi
out to collect her.
F. The manager told her he couldnt refund her because there are all sorts
of reason why plants die. But he promised to have the yucca analysed
and to contact her later.
G. The store sent contract cleaners into the womans home who took eve-
rything apart. They finally found a female tarantula in the duvet on the
bed, together with several babies.
H. When she arrived, he took her to his office, gave her tea and biscuits
and told her to prepare herself for a shock. The soil of her yucca plant
contained a male tarantula.
Now match each of these words and expression from the story with
the right explanation.
1) a chain store; a) to demand that someone does
something;
2) to refund; b) to fail to do what you should;
3) to be insistent; c) a shop which is a part of a group
owned by the same company;
4) to shirk responsibilities. d) to return a sum of money.

22
 19. TELEPHONE LANGUAGE (1)
Hidden in this word square are 21 words and expressions to do with
telephoning. Can you find them all? (Some are vertical, some
horizontal and some diagonal).
P E S W I T C H B O A R D
U E X C H A N G E R Y B I
T H F T G R E C E I V E R
T A P A E M X B R D C L E
H N O H K N M M E I O G C
R G C V O U S G O Q N P T
O U A D N N A I U D N G O
U P L C W G E E O S E J R
G O L I N E D Y N N C M Y
H R T E L O P E R A T O R
B U S Y C H D I A L F A X

20. TELEPHONE LANGUAGE (2)

Complete the puzzle and find the key word in 14 down.
Across
1. Ill . back later. (4)
2. The lines busy. Will you . ? (4)
3. Could you hold on a . and Ill get a pen. (6)
4. My new . will be 0171 335 2378. (6)
5. . I leave a message? (5)
6. May I have . 3285, please? (9)
7. Good afternoon. Paul Morgan . . (8)
8. Ill ask Mr. Travers to call you . as soon as possible. (4)
9. Would you like me to take a .. ? (7)
10. Could you . me through to Miss Nixon, please? (3)
11. Good morning, . is Richard Bowers. (4)
12. Im . , but Mr. Laws is away all week. (5)
13. The line is . . Can I ask her to call you back? (7)
Down
14. One of the keys to successful management.

23
 14
1 C
2 H
3 M
4 N
5 C
6 E
7 S
8 B
9 M
10 P
11 T
12 S
13 E

21. TELEPHONE LANGUAGE (3)

Choose the correct words in italics to complete the telephone
conversation.
A: Fenton Engineering.
B: Number / Extension 473, please.
A: Im afraid the lines broken / engaged. Will you hold?
B: Yes.
A: The lines free now. Ill put / connect you through.
B: Thank you.
C: Paint shop.
B: Id like to speak to Mrs. Isaacs.
C: Whos / Whose calling, please?
B: Jacques Duval.
C: Wait / Hold on, Mr. Duval. Ill bring / get her.
C: Im afraid / regret shes in a meeting. Do you want to call up / back?
later?
B: No, its urgent. Could you leave / take a message?
C: Yes, I will / of course.
B: You ask her to call me back?
C: Does she: May / Could have your number?
B: No. Its Paris the code / area is 00 331 and the number is 46 58 93 94.
Could you say / read that back to me?
C: 00 331 46 58 93 94.
B: Thats right.

24
C: Anything / What else?
B: No, thats anything /all. Thank you very much.
C: Youre welcome / fine.
B: Goodbye.
22. FORMAL AND INFORMAL LETTERS
1. Here are two jumbled letters. One is written to a hotel, and the
other to a friend. Decide which sentences go with which letter, and
put them in the right order.
Letter to a hotel: ______________________________________
Letter to a friend: _____________________________________
A. I would like a single room with a shower.
B. Im writing to ask you a favour.
C. I dont mind where you put me. Ill sleep anywhere!
D. I have a further request.
E. I would like to make a reservation for the nights of 22nd, 23rd, and 24th Jan-
uary.
F. I hope the above is convenient.
G. Write soon and let me know.
H. Im coming down to London at the end of the month to go to a conference.
I. Could I have a bite to eat when I arrive?
J. I hope you are all well, and that youve recovered from the busy Christmas
period.
K. I would be extremely grateful.
L. Could I possibly have a room at the back, as I find the front rooms very
noisy?
M. Could you put me up for a few days?
N. Just a sandwich will do.
O. I look forward to your reply.
P. Its the 22nd-24th January.
Q. As I will be arriving quite late, could you possibly put a cold buffet in my
room on the 22nd?
R. I hope thats all right.
S. Theres something else Id like to ask you.
2. Both letters were written by Chris Bright. His address is 47, Angel
Road, Blaby, Leicestershire. The hotel is Hotel Regent, 107 Carston
Square, London W.1. Her address is 33 Alma Crescent, London N.10.
On a separate piece of paper, decide how you would begin and end
the two letters. Think of - the address(es)
- the salutation
- the ending

25
 23. FORMAL LETTERS: BOOKING A HOTEL ROOM (1)
The letter below is a formal letter to a hotel. Look at the
organization of a formal letter in English. Is it the same as in your
language?
Choose the words that are more formal or more appropriate in the
following letter.
A&M
Marketing Services
Reservations Manager
Carlton Hotel
78, Park Lane
Bristol
BH 12 3GR
June 16
Dear Jack/Sir or Madam
I am writing/This is just a note to confirm a reservation that was
made/I asked you for this morning by telephone. The reservation, for a
couple of/two nights, is for me/myself, David Cook.
I want/would like a room with a bathroom, from 12-14 July inclusive.
I will be attending/m going to pop into the Trade Fair that is being held/is
going on in Bristol that week.
Is it all right/Would it be possible for me to have a room at the back of
the hotel? I think/am afraid that the room I was given/you gave me last year
was rather/really noisy.
Thank you/Thanks for sending me the brochure about/regarding your
conference facilities, which I got/received this morning. They look most
interesting/great. Unfortunately/Im sorry I cant give you/am unable to
provide you with any definite dates at the moment/now, as/because we have
yet to finalize/sort out the details of our sales conference. But/However, I
will contact you/ll drop you a line as soon as I can/possible.
I look/m looking forward to meeting you on 12 July.
Best wishes/Yours faithfully
David Cook
117 Fulham Palace Road London SW 11
Phone 0171 437 8955
Fax number 0171 437 6900

26
 24. FORMAL LETTERS: BOOKING A HOTEL ROOM (2)
Below you will see parts of two letters concerned with booking hotel
rooms for a company. Put the correct word or phrase in each blank.
Choose from the following list. Use each item once only.
available meet reasonable rates suitable
brochure pleasure require training sessions
full board provide requirements urge
Hesitate quotation single without delay
A.
We intend to hold 1 . for our sales representatives at the end of
May next year and we are looking for a hotel which provides 2 . fa-
cilities.
Our 3 . are as follows:
1 room for lectures capable of seating approximately 50 people
5 smaller rooms for seminars capable of seating 10-12 people
50-60 4. rooms with bath.
If you can 5 .. these facilities, we would be pleased to receive
your 6 . for 3 nights 7 . starting with dinner on Tuesday and
finishing with lunch on Friday.
We look forward to hearing from you.
B.
Thank you for your letter of 6th September, inquiring about our con-
ference facilities.
I have enclosed our 8 . and price list.
As you will see, we should be able to 9 . your requirements at
what we consider to be very 10 . .
At the moment our rooms are still 11 . for the end of May, but
I would 12 . you to make your reservation 13 . as this is a
popular time of the year with many companies.
If you 14 . Any further information, please do not 15 .
to contact me.
I hope that we shall have the 16 . of welcoming you to our
hotel.

27
 25. WHERE DO YOUR BUSINESS PARTNERS COME FROM?
A. What would you call a person from each of these cities? The first
two are done as examples.
e.g. Algiers an Algerian, Ankara a Turk
Baghdad Bamako Bangkok Bogot
Belgrade Brussels Bucharest Budapest
Cairo Caracas Dakar Delhi
Dublin Havana Jakarta Karachi
Khartoum Kuala Lumpur Lagos Lima
Manila Moscow Oslo Prague
Pretoria Riyadh Rome Sao Paolo
Seoul Sofia Tehran Vienna
B. Where do these cars come from? What nationality is the driver?
CH CDN DK GR IRL NL
UA CD SF S PL P
C. Correct mistakes in these newspaper headlines.
1. Madonna to marry a French? Hollywood sensation!
2. Britains have highest tax rate in EC.
3. Vietnamian refugees leave Hong Kong campus.
4. Police arrest Danish on smuggling charge.
5. Iraqian delegation meets Pakistanian President.
D. What countries do you associate with these companies and
products?
Rolex Coca Cola Ferrari Swatch
Benetton Sony Levis mobile phones

26. COMPANY PROFILE

Read these profiles of well-known companies. Rearrange the letters
to make the company name.
1. This companys headquarters are in Michigan, but it earns a lot of its
annual $6,562 million revenue outside the USA. It sells its products in
130 countries and has about half of the European breakfast cereal mar-
ket. Its leading brand names are Cornflakes, Rice Krispies, and Frosties.
LELGSKOG_______________________

28
2. This company manufactures mice! Computer mice. They also develop
disk-operating and application software. Their annual sales are $4,649
million and they have 15,257 employees. It is famous for its Windows
operating system.
RTOOIMCSF______________________
3. This is one of the worlds top chemical companies. It has sales outlets in
170 countries and production facilities in thirty-nine. It spends nearly $
2,000 per year on research and development and produces more than
8,000 products. The best known of these are audio and video cassettes.
FSBA____________________________
4. This company operates in 3 major areas: beverages, snack foods, and res-
taurants. With a turnover of over $28 billion, it is the worlds largest pro-
ducer of crisps and has the largest number of franchised restaurants in the
world. Everyone knows their Pizza Hut and Kentucky Fried Chicken res-
taurants. Their brands include Fritos corn chips, Ruffles potato chips, and
Walkers crisps. Their most famous product is fizzy drink.
SEPOCIP_________________________
5. This company is the largest tyre-maker in the world and has a 20 % share
of the world market. Based in France, it has 69 plants and rubber planta-
tions in Brazil, the Ivory Coast and Nigeria. 96 % of its sales come from
tyres and wheels and only 4 % from other products such as guidebooks.
CELMIHNI_______________________
REFERENCES
1. Ashley A. A Handbook of Commercial Correspondence. Oxford: Ox-
ford University Press, 2002.
2. Flower J. Build Your Business Vocabulary. Hove: Language Teach-
ing Publications, 1996.
3. Hollett V., Duckworth M. Business Opportunities. Oxford: Oxford
University Press, 1997.
4. Hollett V., Duckworth M. Business Objectives. Oxford: Oxford Uni-
versity Press, 1998.
5. McCathy M., ODell F. English Vocabulary in Use. Cambridge:
Cambridge University Press, 1997.

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 -

BUILD YOUR BUSINESS VOCABULARY

PART 1. BACKGROUND TO BUSINESS
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19.08.2004. 6090/16.
Times. 21 . . 493.

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: 40030, . , . , 57.