Pat Irregular

Language for life.
Email & Business Writing
Instructor’s Guide
Berlitz Languages, Inc.

Princeton, NJ
USA
Developed by the editors of Berlitz
Writer: Christiane Haberl
We would like to thank the many Berlitz instructors and staff who
have contributed to the creation of .
Disclaimer
The brands and slogans mentioned for verisimilitude’s sake in
this guide are trademarks of the respective owners and have no
affiliation with Berlitz. Instructors are encouraged to customize
them to local and up-to-date examples as they see fit.
Copyright© 2014 Berlitz Languages, Inc.

All rights reserved. No part of this book may be reproduced or transmitted in any
form or by any means, electronic or mechanical, including photocopying, recording
or by any information storage and retrieval system without permission in writing
from the Publisher.
Berlitz Trademark Reg. U.S. Patent Office and other countries

Marca Registrada
ISBN 978-1-62284-276-6
First Digital Edition – March 2015
For use exclusively in connection with Berlitz classroom instruction.
Berlitz Languages, Inc.

7 Roszel Road
Princeton, NJ 08540
USA
Welcome to
BerlitzEnglish: Business Series for Levels 5-8 is a multi-level series of language teaching
instructional materials designed to teach business English to adults using the Berlitz Method.
BerlitzEnglish Business Series consists of two complementary programs that can be taught
individually or at the same time:
1. General Business English sequentially teaches students increasingly complex general

business English at Berlitz Levels 5, 6, 7, and 8.
2. The Business Modules teaches students more in-depth, situation-based business English
necessary for professionals to succeed in meetings, social situations, when writing emails,
and more.
What’s New?
BerlitzEnglish Business Series for Levels 5-8:
• Has modularized, self-contained units of instruction. Every unit focuses on achieving

a clearly stated speaking objective, making language learning focused on achieving
communicative goals; because every unit focuses on one objective per lesson, students can
use clear objectives to learn language faster and more efficiently.
• Allows for flexible program configuration. General Business English can be taught on
its own or as a complement to the Business Modules. Because the Business Modules are
designed for students from Berlitz Levels 5 to 8 and are non-sequential, students can
choose whichever Business Module best suits their goals.
• Has an updated and improved look and feel, including a new design and updated art
and photographs. This look and feel is consistent with new design in BerlitzEnglish 1-4,
providing students with a readable, appealing learning experience.
Email & Business Writing • Preface ©2014

©2014 Berlitz
Berlitz Languages,
Languages, Inc.
Inc. iii
Student Guide Features
The Business Modules teach situation-specific language for practical, real-world language needed in your
professional life. They can be used at Berlitz Levels 5-8, as stand-alone programs or paired with the General
Business English series, which teaches the more general business English necessary to raise proficiency
over time.
Student Guide Pages

At-a-glance Useful Phrases sections help
Lesson-specific speaking objectives you expand your vocabulary. The Useful
provide practical, achievable Phrases are also compiled into a dedicated
communicative goals to start each section at the end of this Guide, along with
unit of instruction. some sample emails for reference.
If you have chosen interactive Listening activities offer Each unit of instruction
PDFs, your student guide multiple opportunities ends with a summary
will also include embedded to listen and respond to of key vocabulary and
audio files, customizable and the language found in expressions Go Further!
savable forms, and hyperlinks many common business introduces more
to additional resources, situations. Audio scripts advanced language to
making completion of and for each listening activity prompt further language
review with the Student Guide are included in the back learning.
on tablet, laptop, or desktop of this book or through
computers easy and efficient. embedded hyperlinks.
iv ©2014 Berlitz Languages, Inc. Email & Business Writing • Preface

Additional Components
Practice activities provide additional reading,
writing, and listening practice to supplement
the language that is learned in every unit. These
activities are located in the back of this book,
or through embedded hyperlinks, and include
Answer Keys, for easy self-correction at home.
Audio scripts provide texts

of all the audio recordings in
the book. Audio scripts can
be used to increase listening
comprehension and to review
key vocabulary.
Supplement
Unit 20 Activities 1A & 1B
Proposed Business
IdealZ represents software that allows businesspeople to calculate their life path and
estimated personal and professional success, based on their current situation and on specific
habits and plans. The program provides an estimation of the results when changing one or
more variables. It is unique in the market, as it is the only program that helps businesspeople
directly understand the potential consequences of changes.
The IdealZ algorithms could be amplified and improved to encompass all professions by
Supplements allows for

having access to large data sets and conducting multi-country surveys. This would lead to a
growth from the current 1,000 users at a $10 subscription per month to potentially millions of
users.
situation-based role plays and

Market
Consumers are
Management
The management
Funding
IdealZ is seeking an
Objectives
Our objectives are as

other activities for authentic
increasingly informed team consists of investment of $500,000 follows:
and connected and are
inundated with choices
and advice. IdealZ could
two world-renowned
entrepreneurs who
have transformed their
to purchase large data
sets from medical
and market research
• Data collection through
data purchase and
online market research
language practice and
help them clearly map
out and understand
their actions and
personal experience into
algorithms.
institutions as well as to
conduct custom research
in the top-20 markets.
• Amplification of
the algorithm to
help individuals in any
interaction.
consequences. In return, the company profession
offers a 40% equity • Marketing activities
share. to reach the additional
subscription
objectives.
Email & Business Writing • Supplement ©2014 Berlitz Languages, Inc. 49
English Passport, a collection

of original articles from Time,
Sports Illustrated, Fortune,
Health, and Money provide
extensive reading practice
to supplement language
instruction in this book.
Audio CDs and downloadable

audio files provide in-class and
out-of-class listening practice,
depending on the type of
package you have selected.
Email & Business Writing • Preface ©2014 Berlitz Languages, Inc. v

Instructor Guide Features
Clearly stated language that will be learned In the right hand column of the Instructor
in the unit, tied directly to an explicitly Guide, activities and techniques are suggested
stated speaking objective, makes focused, to successfully teach the language necessary
efficient, and goal-oriented language to achieve the lesson goal. Answers to in-class
learning. listening and reading activities are also listed.
Unit 6 I have news for you

1
Unit 6: I have news for you
Key Vocabulary & Expressions Level 5-6 Level 7-8

to deliver (news), bearer of bad news, funding to break news, to bury (one’s) head in the sand, to
cycle, to settle a law case, charitable donation, hit the ground running
revenue, credit score, on behalf of, to relaunch, to miss out, to go to great lengths, to steer clear, to
emblem, brand, to accelerate, record, to pass away, barely scratch the surface, to fly in the face
driving force, repositioning, to outline, to ponder (extension activity)
upon, emotional roller coaster
Lesson Preview
As the IG suggests, you should do a two- to five-minute warm-up and goal setting activity to set a clear
goal for the lesson, customized for the student. You will find at least one optional, more complex Post-
task or Post-listening activity for higher level students. Allow enough time to include a performance
activity that confirms achievement of the customized goal. See Unit 1 for further information.
Speaking Goal: Communicate good and bad news by email
Warm-up Ask: In your company, do you deliver news regularly? Does this
news tend to be good or bad or a mixture of both? Who do you
usually deliver news to? Do you feel apprehensive when you need
! to deliver bad news? etc.
SG p. 11 Present and practice:
give news → deliver news
deliver (news) communicator of bad news → bearer of bad news
bearer of bad Pairs. Ask students to look at the photos in Activity 1a. Ask them
news which type of news the two people might have received. Ask
students to give some concrete examples of good or bad news in the
business world and to base their responses on recent events.
[POSSIBLE ANSWERS: First photo: good news, such as excellent business
results, promotion, etc. Second photo: bad news, such as bad business
results, being fired, etc.]
Set a customized goal, for example: Our goal is …, for example, to

communicate good and bad news via email. Write it on the board.
1a–b. Presentation
funding cycle Present and practice:
settle a law case fiscal year for nonprofits → funding cycle
! charitable decide on a court case → settle a law case
SG p. 11 donation tax-deductible giving → charitable donation
revenue income → revenue
credit score rating of creditworthiness → credit score
Pre-task
When dealing with different cultures, do you need to make changes
to your communication style? Have you ever written an email with
the same news to different people but used different words because
of who you were writing to? etc.
Printer
40 ©2014 Berlitz Languages, Inc. Email & Business Writing • Unit 6 Page
BerlitzEnglish E-mail & Business Writing IG / Unit 6 06-07-14 10
If your language center has provided interactive

PDFs, the Instructor Guide will also include
Instructors can refer to the left hand column to embedded audio files, customizable and savable
quickly see the key target language items. The forms, and hyperlinks to additional resources,
activity, page, and audio track numbers match making instruction on tablet, laptop, or desktop
those found in the Student Guide. computers easy and efficient.
vi ©2014 Berlitz Languages, Inc. Email & Business Writing • Preface

Extension Activities provide additional An open textbook icon signals activities
opportunities for students to use and practice for which students will need to look at
the language they are learning in a unit, their Student Guide. This visual helps
supplementing the core instruction of a unit instructors to plan ahead and conduct
as necessary for individual needs and goals. their lesson smoothly.
Communicate good and bad news by email (cont’d.)
Extension 2 Ask students what they think the words and expressions mean in the
following examples:
Level 7–8 Don’t miss out on the publicity you can get from a press
conference!
We went through great lengths to organize this press conference.
Please steer clear of presenting too many numbers.
We will barely scratch the surface of the potential consequences.
Your conclusions fly in the face of all logic!
The bottom line is that your company needs this press conference
right now.
miss out Present as needed using substitution.

go to great miss an opportunity → miss out
lengths make a huge effort → go to great lengths
steer clear avoid → steer clear
barely scratch the only begin to understand → barely scratch the surface
surface contradict → fly in the face of something
fly in the face the main point → bottom line
bottom line (rev.)
Pairs. Ask students to look at the bad news in Activity 2b. Tell them
! Useful that they have received an email communicating one piece of such
SG p. 12 Expressions bad news and ask them to respond, using the expressions
p. 43 introduced. Assist with vocabulary as needed. Have pairs compare
their emails.
Practice Exercises 1-3, p. 56
Printer
BerlitzEnglish E-mail & Business Writing IG / Unit 6 06-07-14
46 ©2014 Berlitz Languages, Inc. Email & Business Writing • Unit 6 Page
16
Each unit of instruction is paired with practice

activities for students to complete outside of class
every time a unit is completed. Interactive PDFs
provide hyperlinks to the specific practice pages
associated with each unit.
Email & Business Writing • Preface ©2014 Berlitz Languages, Inc. vii
Contents
TITLE PAGES TOPICS SPEAKING GOALS KEY TERMS

1 We met at the Rome 1-7 First contact Introduce yourself by to whom it may concern;
conference email recipient; as you know;
to be head and shoulders
above someone
2 It was nice seeing you 8-15 Small talk Make small talk by appropriate; in the
again email meantime; to outperform;
to cover all the bases
3 We require additional 16-23 Enquiries Request information with regard to; balance; by
information by email a long shot; in the loop
4 Can you make the 24-31 Scheduling Make arrangements recurring; to circulate;
meeting? meetings by email to keep a cool head; to
delegate
5 The deadline has 32-39 Deadlines Work with to juggle; pushy; to call it a
deadlines by email day; bottom line
passed!
6 I have news 40-47 Delivering Communicate good bearer of bad news; on

for you news and bad news by behalf of; to outline; to bury
email (one’s) head in the sand
7 Let’s be constructive 48-55 Criticism and Give feedback by email to assess; to procrastinate,
feedback constructive; unbiased; to
put someone in the picture
8 Regarding your 56-63 Following-up Reply by email to strive to; BCC; to make
request to previous time; to look on the bright
communication side; to be over the moon
9 We are truly sorry 64-71 Apologies Offer apologies by to acknowledge ; to cross

email the line; to catch red-
handed; to stretch the truth
10 I’ll forward your email 72-79 Forwarding Forward requests by to cover your back; liable;
to my manager email to hold the reins; to put
(one’s) foot down
viii ©2014 Berlitz Languages, Inc. Email & Business Writing • Contents
TITLE PAGES TOPICS SPEAKING GOALS KEY TERMS
11 Here is the report 80-87 Business reports Report information be that as it may: ripple
in writing effect: to think on your
you requested feet: to think outside the
box
12 Please find the 88-95 Attachments Refer to information to gauge; to forecast; to

by email explore all avenues; to go
document attached the extra mile
13 Best regards 96-103 Leave-taking Choose the to fine-tune; to object to;

appropriate email to get around / round to; to
ending know inside out
14 To whom it may 104-111 Levels of formality Set the right tone in to abide by; to allow for; to
emails frown upon; to look up to
concern
15 She has over 15 years 112-119 Background and Present your education to graduate from; to play
of experience education and experience by second fiddle; at all costs;
email to make headway
16 Subscribe to my blog 120-127 Blogging Interact with clients branding; to keep up with;
posts through blogs moderator; offensive
17 Can you recommend 128-135 Social media Interact on social to endorse; hashtag; to keep
me? media for professional someone posted; word of
reasons mouth
18 Ready when you are 136-143 Instant Communicate with comprehensible; OTP; to
messaging instant messaging cut to the quick; to have a
soft spot for
19 That’s a fact 144-151 Facts and opinions Express facts versus to take at face value; to
opinions in writing read between the lines; to
get the facts straight; to
know for a fact
20 What are your 152-157 Business Write business course of action; to

conclusions? summaries summaries knuckle down; the
sky’s the limit; to mean
business
Vocabulary 158-163
Useful Expressions 164-165
Sample Emails 166-169
Supplement 170
Practice 172-191
Answer Key 192-195
Audio Script 196-207
Email & Business Writing • Contents ©2014 Berlitz Languages, Inc. ix

Unit 1 We met at the Rome conference
1
Unit 1: We met at the Rome conference

to whom it may concern, recipient, subject line, to sharp as a tack, to a fault, to be head and shoulders
recommend, to collaborate, the pleasure is mine, above
badge, expert opinion, appointment, sustainably, not to mince (one’s) words, class act, top dog,
potentially, as you know, insight, subscriber tower of strength (extension activity)
office space, association, OOO (out of office),
retired, maternity leave, replacement (extension
activity)
Lesson Preview
As the IG suggests, you should do a two- to five-minute warm-up and goal setting activity for each
speaking goal. Ask questions to find out about the students’ individual situations, interests, or needs
relating to the chapter topic(s) and a particular speaking goal – unless you can refer to information you
already have.
Together with the student(s), set a clear goal for the lesson, customized to the student’s specific
language abilities, interests, and needs, and write this goal on the board.
Present and practice vocabulary indicated in the middle column as needed and appropriate for the
customized goal you have set with your student(s). You will find at least one optional, more complex
Post-task or Post-listening activity for higher level students.
Be sure to allow time to include the performance activity that confirms achievement of this goal.
Speaking Goal: Introduce yourself by email
Ask a few warm-up questions:

Warm-up
Do you write emails as part of your daily routine?
Can you classify the people you send emails to? [colleagues,
! professional contacts, friends, etc.]
Do you sometimes introduce contacts via email?
SG p. 1 Have you ever been introduced to a new person via email? etc.
to whom it may Ask students when the expression to whom it may concern is used.
concern [POSSIBLE ANSWER: when you do not know who the email should be
addressed to].
Have students discuss which of the greetings in the Warm-up can be
used for formal or informal emails or both. Introduce vocabulary as
necessary.
Give one point for each correct answer. The student with the most
points wins.
P1: The student compares his or her answers with the instructor’s.
[ANSWERS: 1. formal 2. both 3. informal 4. formal 5. formal 6. informal]
Set a customized goal, for example: Our goal is to introduce
yourself by email. Write it on the board.
©2014 Berlitz Languages, Inc. Email & Business Writing • Unit 1

Unit 1
We met at the Rome conference

In this lesson, FORMAL INFORMAL BOTH
you will …
1 . Dear Ms. Watson � � �
■ Introduce
2. Hello Robert � � �
yourself
3. Hey there Mike � � �
by email
4. My dearest Sophie � � �
5. To whom it may concern � � �
6. Hi Louise � � �
1a Tips: How to introduce yourself by email

a. _____ State where you met the person, if applicable.
b. _____ Use the appropriate greeting. One word can change the meaning of the entire email.
c. _____ Clearly explain the reason for contacting them.
d. _____ Introduce yourself.
e. _____ Share how you found the email of the recipient.
1b My colleague forwarded me your contact details
To: Mike - work

Subject: Opportunity
From: Raymond Turner
Hey there! Please write me back – it’s about a business opportunity.

Thanks! Ray
To: MSmith
Subject: Collaboration
From: Anne Sonda
Hello Mr. Smith,
I was referred to you by your colleague Mr. McKensey.

He recommended I contact you concerning a potential
collaboration between our companies. We are offering
solar panels and would like to partner with you to provide
fixtures for our clients.
Please let me know if you are interested, and I will send
you more information.
Best regards, Anne Sonda
Email & Business Writing • Unit 1 1
Email & Business Writing • Unit 1 ©2014 Berlitz Languages, Inc. 1

2
Introduce yourself by email (cont’d.)

Presentation
1a–b. recipient the person you send the email to → recipient
subject line title of the email → subject line
recommend suggest → recommend
! collaborate work together → collaborate
SG p. 1 Ask questions to practice the new vocabulary.
Who is the recipient you write the most to? How many recipients
do you write to during the day? What makes a good subject line?
What would you recommend when writing to someone you don’t
know? Who does your company collaborate with?
Pre-task
Ask students to read the sentences in Activity 1a and put them in the
correct order. [POSSIBLE ANSWERS: 1. b, 2. d, 3. e, 4. a, 5. c]
Check answers.
Task
Ask students to cover the bottom of SG page 1 and read the first
email only in Activity 1b.
Ask: Is this introduction appropriate? How can it be improved?
[POSSIBLE ANSWER: Inappropriate: too casual and too vague.]
After the discussion, have students read the second email and say
what they think of it.
Post-task
Pairs. Have students create a situation similar to the one in Ms.
Sonda’s email. Ask them to write an introductory email following
the steps in Activity 1a. Have the pairs read the email(s) in front of
the class. P1: The student reads the email to the instructor.
Presentation
2a–b. the pleasure is Present and practice:
mine nice to meet you → the pleasure is mine
SG p. 2 badge label, tag → badge
expert opinion technical view → expert opinion
appointment meeting → appointment
sustainably potentially long lasting → sustainably
potentially possibly → potentially
as you know I assume you know → as you know
insight understanding → insight
subscriber member → subscriber
Ask questions to practice the new vocabulary.
What do you answer when someone says “Pleased to meet you”?
What do employees wear at work to show their names, open doors,
etc.?
Have you ever been consulted for your expert opinion?
When is your next appointment with your client/dentist?
Do you think you are using paper sustainably?
What could potentially be the consequence of global warming?
What insights did you gain reading this morning’s newspaper?
How many subscribers do you think the (Financial Times) has?
2 BerlitzEnglish E-mail &©2014 Berlitz Languages, Inc.

Business Writing IG / Unit 1 Email & Business Writing • Unit 1
09-12-14
Unit 1
We met at the Rome conference

In this lesson, FORMAL INFORMAL BOTH
you will …
1 . Dear Ms. Watson � � �
■ Introduce
2. Hello Robert � � �
yourself
3. Hey there Mike � � �
by email
4. My dearest Sophie � � �
5. To whom it may concern � � �
6. Hi Louise � � �
1a Tips: How to introduce yourself by email

a. _____ State where you met the person, if applicable.
b. _____ Use the appropriate greeting. One word can change the meaning of the entire email.
c. _____ Clearly explain the reason for contacting them.
d. _____ Introduce yourself.
e. _____ Share how you found the email of the recipient.
To: Mike - work

Subject: Opportunity
From: Raymond Turner
Hey there! Please write me back – it’s about a business opportunity.

Thanks! Ray
To: MSmith
Subject: Collaboration
From: Anne Sonda
Hello Mr. Smith,
I was referred to you by your colleague Mr. McKensey.

He recommended I contact you concerning a potential
collaboration between our companies. We are offering
solar panels and would like to partner with you to provide
fixtures for our clients.
Please let me know if you are interested, and I will send
you more information.
Best regards, Anne Sonda

3
Pre-listening
! Ask students:
How do you introduce yourself to someone you do not know in a
SG p. 2
professional context?
On which occasions do you usually need to introduce yourself?
Does the introduction differ according to the circumstances (trade
fairs vs. conferences vs. evening receptions)?
Tell students that they are going to listen to a journalist, Julie

Bentley, introducing herself to a panel member at a conference to
get an interview from him for her article.
Listening 1
Track 1 Play Track 1. Ask students to discuss how Julie and Jack
introduced themselves and what they do.
Audio Script [ANSWERS: It’s a pleasure to meet you. Julie: writing an article, journalist,
works for Environmentalist Journal, wants to schedule an interview; Jack:
spoke on panel, head of Research Department, has plenty of useful data]
Check answers.
Listening 2
Play Track 1. Ask students to answer the questions in Activity 2a.
Track 1 [ANSWERS: 1. conference 2. journalist – newspaper/media and research
department – utilities/energy 3. practical advice for consumers to use
Audio Script energy sustainably 4. he is willing to participate 5. Julie will send an
email to Jack]
Check answers.
Performance Level 5-6

Elicit the lesson goal from students, or remind them of it and point
it out on the board. Set or adapt the purpose/scenario according to
the customized student goal.
Useful Pairs. Ask students to look at the useful phrases box in Activity 2b.
Expressions Have students work together to write the follow-up email Julie
writes to Jack’s assistant to schedule an interview (time, place, etc.)
! p. 43
(50 words minimum).
SG p. 2
Give feedback, praise, and correction. Have students verbalize
what they’ve accomplished and confirm that they have achieved
their lesson goal.

sharp as a tack Introduce and practice the following expressions:
to a fault very clever → sharp as a tack
be head and have very much of a quality → have a quality to a fault
shoulders above to be much better than the rest → be head and shoulders above
4 BerlitzEnglish E-mail &©2014

Business
Berlitz Writing
Languages,IG / Unit 1
Inc. 09-12-14
Email & Business Writing • Unit 1
Introduce yourself by email
2a 1 Introduce yourself
1 . At what kind of event are Julie Bentley and Jack Johnson meeting?
____________________________________________________________________________________
2. What are their respective professions and employers’ industry sectors?

____________________________________________________________________________________
3. What subject will the interview be on?

____________________________________________________________________________________
4. What is Jack’s reaction?

____________________________________________________________________________________
5. What is the next step they agree on?

____________________________________________________________________________________
2b Following up by email
USEFUL PHRASES
Starting an email Re-introducing yourself Asking for availability

Dear Mr. / Ms. Stark, I’m a journalist. Would you be available on Friday?
Hello John, I’ve been working on the Can we meet …
To whom it may concern: publication project. … at your earliest convenience?
Referring to a first I am interested to hear your … at your convenience?
meeting opinion about the merger. … whenever you have a moment?
We met at the Paris I work in the Communications
conference. department.
You gave me your business My role is to engage consumers
card at the trade show. with the company.
You asked me to follow up
by email on May 12th.
Vocabulary & Expressions Go further!

recipient, subject line, to recommend, to collaborate, badge sharp as a tack, to a fault
expert opinion, appointment, sustainably, potentially, insight to be head and shoulders above
office space, association, subscriber, OOO (out of office), retired (not) to mince (one’s) words
maternity leave, replacement class act, top dog
To whom it may concern. tower of strength
The pleasure is mine.
As you know, ...
Now use the practice activities to review. Good luck!
2 Email & Business Writing • Unit 1

4

Ask students to think one step further. Julie cannot conduct the
Useful interview herself for personal reasons. She now needs to write Jack
Expressions an email introducing her trusted colleague Holly.
p. 43 Her email needs to clearly communicate that Holly will be the
perfect substitute. Encourage students to use the new expressions
(80 words minimum).
their lesson goal.
Writing
Extension 1 Introduce and practice:
room(s) in a building that provide a suitable environment for office
Level 5–6 office space operations→ office space
association group organized for a joint purpose → association
OOO (out of out of office → OOO
office) having stopped working → retired
retired period of absence from work given to a mother before and after the
maternity leave birth of her child → maternity leave
replacement person who takes the job of another → replacement
Have students create follow-up introduction emails for the
following scenarios:
You are contacting …
… a professor to help you find information you need for work.
… an association to become a member.
… a colleague of the person you initially wanted to reach. The
individual is on vacation and you just received his/her OOO (out of
office) message.
… your client’s replacement during her maternity leave.
Writing
Extension 2 not mince (one’s) Introduce and practice:
words be honest and truthful about → not mince (one’s) words
Level 7–8 class act be very good at something → class act
top dog he is more powerful than others → top dog
tower of strength helpful and supportive → tower of strength
Have students create introduction emails for the following
scenarios. Tell them that it is important to speak highly of the
person you are introducing to establish the contact.
You are introducing …
… a journalist friend to the editor of a very prestigious newspaper.
… your niece to an HR manager for an employment opportunity.
… your boss to a potential new client.
… your colleague to an existing customer for a specific request.
6 BerlitzEnglish E-mail &©2014

Business
BerlitzWriting IGInc.
Languages, / Unit 1 09-12-14
Introduce yourself by email
2a 1 Introduce yourself
1 . At what kind of event are Julie Bentley and Jack Johnson meeting?
____________________________________________________________________________________
2. What are their respective professions and employers’ industry sectors?

____________________________________________________________________________________
3. What subject will the interview be on?

____________________________________________________________________________________
4. What is Jack’s reaction?

____________________________________________________________________________________
5. What is the next step they agree on?

____________________________________________________________________________________
USEFUL PHRASES
Starting an email Re-introducing yourself Asking for availability

Dear Mr. / Ms. Stark, I’m a journalist. Would you be available on Friday?
Hello John, I’ve been working on the Can we meet …
To whom it may concern: publication project. … at your earliest convenience?
Referring to a first I am interested to hear your … at your convenience?
meeting opinion about the merger. … whenever you have a moment?
We met at the Paris I work in the Communications
conference. department.
You gave me your business My role is to engage consumers
card at the trade show. with the company.
You asked me to follow up
by email on May 12th.

recipient, subject line, to recommend, to collaborate, badge sharp as a tack, to a fault
expert opinion, appointment, sustainably, potentially, insight to be head and shoulders above
office space, association, subscriber, OOO (out of office), retired (not) to mince (one’s) words
maternity leave, replacement class act, top dog
To whom it may concern. tower of strength
The pleasure is mine.
As you know, ...

Unit 2 It was nice seeing you again
1
Unit 2: It was nice seeing you again

to make a difference, in comparison to/with, face- red herring, to wag the dog, to change the subject,
to-face interaction, appropriate, correspondence, to change your ways
personality, in the meantime, perspective, to game plan, to tackle the problem, to cover all your
outperform, complementary, donation, gratitude, to bases, to hit a home run, in the ballpark, to pitch an
bid, preference, to cope idea (extension activity)
Lesson Preview
Speaking Goal: Make small talk by email
Warm-up Ask a few warm-up questions:

Do you ever wonder about the people you are exchanging emails
with?
! Does it make a difference when you know some personal
information about the person?
SG p. 3
What do you write to get to know someone better by email?
What kinds of questions does one ask to initiate small talk through
email? etc.
Present and practice:

make a difference
be important, have an impact → make a difference
in comparison
compared with → in comparison to/with
to/with
direct, personal → face-to-face
face-to-face
communication → interaction
interaction
Have students discuss which types of information are more easily
communicated through face-to-face interaction than through email.
Discuss each of the aspects in the box in the Warm-up and whether
this is better via email or face-to-face.
[SUGGESTED ANSWERS: 1. face-to-face 2. face-to-face 3. email 4. face-to-
face 5. email]
Set a customized goal, for example: Our goal is to make small talk
with a new contact by email. Write it on the board.
Presentation
1a–b. appropriate Present and practice:
correspondence proper → appropriate
SG p. 3 personality written communication → correspondence
in the meantime character → personality
perspective meanwhile → in the meantime
outperform point of view → perspective
complementary beat → outperform
additional → complementary
8 ©2014 Berlitz Languages, Inc. Email & Business Writing • Unit 2

Unit 2
It was nice seeing you again

In this lesson, EMAIL FACE-TO-FACE
you will …
1 . Feelings � �
■ Make small
2. Confidential information � �
talk by email
3. Contracts � �
4. Impressions � �
5. Statistical data � �
1a Master small talk in business emails

1 . Why is Ms. Rice writing to Mr. Smith?
_____________________________________________________________
2. What information does Ms. Rice write about herself?

_____________________________________________________________
2 A. Ms. Rice
3. Why is Ms. Murray writing to Ms. Odwand?

_____________________________________________________________
4. What information does Ms. Murray write about her CEO?

_____________________________________________________________
3 B. Ms. Murray
5. Which email do you think is more successful in building a long-term relationship? A B
1b Creating a relationship through email
USEFUL PHRASES
Hope you are well / fine / got back safely. It was really great to see / meet / hear …
Are you interested in …? Thank you for the tip / advice / information.
Do you believe that …? Your suggestion / proposal / idea sounds
My motivation was … fantastic / excellent.
This is a subject / initiative that is very What a nice surprise!
close to my heart. There is no need to thank me.
Looking forward to … It was a real pleasure to …
It would be great for you to accompany me.

2
Make small talk by email (cont’d.)

donation financial contribution → donation
gratitude appreciation → gratitude
bid offer a price → bid

What type of clothing is appropriate for a formal event?
What type of correspondence do you use more often nowadays,
written or verbal?
Is personality important when choosing a new hire?
What is your perspective on written small talk?
Do you think that the different departments in your company
synergize well?
Do you think you will outperform last year’s performance?
Are there any complementary options to in-person small talk?
What are the most important organizations people donate money to
in your country?
How do you express gratitude for a lunch invitation?
Pre-listening
Ask students:
What kind of personal information is appropriate to make email
correspondence more personal?
What kind of personal information do you usually communicate by
email, if any?
Think of a few people you only know by email. What do you know
about their personalities?
Do you remember receiving any emails that were too personal?
Tell students that they are going to listen to two emails. The first is
written by Ms. Rice to Mr. Smith. The second is written by Ms.
Murray to Ms. Odwand.
Listening 1
Play Tracks 2-3. Ask students to identify one striking detail about
Tracks 2-3 each of the two people the emails are addressed to.
[ANSWERS: Mr. Smith: recommended book on intelligence of masses. Ms.
Audio Script Odwand: sings in the city’s opera choir]
Check answers.
Listening 2
Ask students to answer the questions in Activity 1a. Play Tracks 2-3
! again.
[ANSWERS: 1. they just met and he traveled back home 2. thanking her for
SG p. 3 her generosity in the annual gala 3. she is reading the book and she is
recommending another one 4. he has a degree in musical composition
Tracks 2-3 5. open discussion]
Check answers.
Audio Script

Unit 2
It was nice seeing you again

In this lesson, EMAIL FACE-TO-FACE
you will …
1 . Feelings � �
■ Make small
2. Confidential information � �
talk by email
3. Contracts � �
4. Impressions � �
5. Statistical data � �
1a Master small talk in business emails

1 . Why is Ms. Rice writing to Mr. Smith?
_____________________________________________________________
2. What information does Ms. Rice write about herself?

_____________________________________________________________
2 A. Ms. Rice
3. Why is Ms. Murray writing to Ms. Odwand?

_____________________________________________________________
4. What information does Ms. Murray write about her CEO?

_____________________________________________________________
3 B. Ms. Murray
5. Which email do you think is more successful in building a long-term relationship? A B
1b Creating a relationship through email
USEFUL PHRASES
Hope you are well / fine / got back safely. It was really great to see / meet / hear …
Are you interested in …? Thank you for the tip / advice / information.
Do you believe that …? Your suggestion / proposal / idea sounds
My motivation was … fantastic / excellent.
This is a subject / initiative that is very What a nice surprise!
close to my heart. There is no need to thank me.
Looking forward to … It was a real pleasure to …
It would be great for you to accompany me.

3
Useful Post-listening / Performance

! Expressions Pairs. Ask students to look at the useful phrases box in Activity 1b.
SG p. 3 p. 43 Have them work together to write the response from Ms. Odwand,
the opera singer, to Ms. Murray, whose goal is also to keep a very
good relationship (40-80 words minimum). If time permits, have
students write the reply from Mr. Smith.
preference Introduce and practice:
cope slight inclination → preference
! deal with, handle → cope
SG p. 4
What is your preference regarding small talk subjects?
How do people tend to cope with changes in your company?
Pre-task
Ask students which topics are off limit for email business small talk.
Write their ideas on the board. Ask them to mark each of the
subjects in Activity 2a as appropriate or inappropriate for small
talk.
[ANSWERS: 1. inappropriate 2. appropriate 3. appropriate 4. appropriate
5. appropriate 6. inappropriate 7. inappropriate 8. inappropriate]
Check answers.
Task
Ask students to hide the bottom of SG page 4 and read the first
email only. Ask:
Is this small talk subject appropriate? How can it be improved?
[ANSWERS: No, it is not an appropriate subject. It could be improved by
being less direct.]
After the discussion, have students read the second email and say
what they think of it.
Post-task Level 5-6

Pairs. Have students create a small-talk email to each other or an

Useful email to a person who is relevant to them (50 words minimum).
Expressions Have the pairs read the email(s) in front of the class.
p. 43 P1: The student reads the email to the instructor.

their lesson goal.

Make small talk by email
2a Safe or unsafe?
APPROPRIATE INAPPROPRIATE
1 . Politics � �
2. Weather � �
3. Sports news � �
4. Travel � �
5. General family well-being � �
6. Religion � �
7. Health problems � �
8. Criticism of specific people � �
To: John - work

Subject: How are you?
From: Mike - work
Hi John!
My boss told me that they fired you. How are you coping?
Mike
To: MEspinosa
Subject: Porto Recife win
From: Anne Sonda
Dear Ms. Espinosa,

It was really great meeting you again at the Women’s
Business Event.
You mentioned that one of your main interests outside
work is your local soccer team, FC Porto Recife. Even
though I am not an expert, I know your team and saw
that they won yesterday. I hope you had a great party
to celebrate that!
Looking forward to our next meeting,
Anne Sonda

to make a difference, in comparison to / with red herring, to wag the dog, to change the subject
face-to-face interaction, appropriate to change your ways, game plan
correspondence, personality, in the meantime to tackle the problem, to cover all your bases
perspective, to outperform, complementary to hit a home run, in the ballpark, to pitch an idea
donation, gratitude, to bid, preference, to cope

4
Post-task Level 7-8

Introduce and practice:
a piece of information that is intended to be misleading or
red herring distracting→ red herring
wag the dog purposely divert attention from what would otherwise be of greater
change the importance → wag the dog
subject begin talking of something different in order to avoid
change your embarrassment → change the subject
ways improve your behavior (behaviour UK) → change your ways
Useful Pairs. Have students respond to inappropriate small-talk email

Expressions questions (about religion, health problems, criticism of specific
p. 43 persons) by diverting from the subject (50 words minimum).
Extension 1 Useful Writing

Expressions Have students create small-talk emails for the following cases:
Level 5–6 p. 43 You want to get to know the personality of …
… a student you met at a conference, as she might be an interesting
colleague for your department.
… your client’s daughter, as you know she will be taking over the
business soon.
… the account manager, who was just promoted to this position.
Extension 2 Writing
game plan Introduce and practice:
Level 7–8 tackle the strategy → game plan
problem attack a problem with effort → tackle the problem
cover all your thoroughly prepare for a situation → cover all your bases
bases reach a big goal → hit a home run
hit a home run in a particular range → in the ballpark
in the ballpark wrong, mistaken → off base
pitch an idea propose, suggest → pitch an idea
Have students compose a small-talk email to an important client

Useful
who is a huge baseball fan. Tell students that, even though the
Expressions
subject of the email is not baseball, they should use related
p. 43
expressions to establish a relationship with the client.

Make small talk by email
2a Safe or unsafe?
APPROPRIATE INAPPROPRIATE
1 . Politics � �
2. Weather � �
3. Sports news � �
4. Travel � �
5. General family well-being � �
6. Religion � �
7. Health problems � �
8. Criticism of specific people � �
To: John - work

Subject: How are you?
From: Mike - work
Hi John!
My boss told me that they fired you. How are you coping?
Mike
To: MEspinosa
Subject: Porto Recife win
From: Anne Sonda
Dear Ms. Espinosa,

It was really great meeting you again at the Women’s
Business Event.
You mentioned that one of your main interests outside
work is your local soccer team, FC Porto Recife. Even
though I am not an expert, I know your team and saw
that they won yesterday. I hope you had a great party
to celebrate that!
Looking forward to our next meeting,
Anne Sonda

to make a difference, in comparison to / with red herring, to wag the dog, to change the subject
face-to-face interaction, appropriate to change your ways, game plan
correspondence, personality, in the meantime to tackle the problem, to cover all your bases
perspective, to outperform, complementary to hit a home run, in the ballpark, to pitch an idea
donation, gratitude, to bid, preference, to cope

Unit 3 We require additional information
1
Unit 3: We require additional information

as per our conversation, let me know, organizational chart, to accept an offer, to bring to the table, by a long
with regard to, concerning, VAT (value-added tax), shot, to come down in price, to come in high
professional, immersion course, responsibility, difficulties, in the loop, on credit, out-of-pocket expenses,
balance, venture, early-bird discount, venue, Internet overnight, to take a pay cut, to work overtime
access (extension activity)
Lesson Preview
Speaking Goal: Request information by email
Warm-up Ask students how they usually ask for information in an email.
as per our Introduce and practice. Substitution:
! conversation
let me know
regarding our conversation → as per our conversation
please tell me → let me know
SG p. 5 organizational about, related to → with regard to → concerning
chart Dictionary: chart outlining reporting lines and responsibilities
with regard to → organizational chart
concerning tax on purchases → VAT (value-added tax)
VAT (value-
added tax) Have students match the sentence halves in the Warm-up section.
Give one point for each correct answer. The student with the most
points wins.
P1: The student compares his answers with the instructor’s.
[ANSWERS: a. 4., b. 5., c. 1., d. 2., e. 6, f. 3.]
Set a customized goal, for example: Our goal is to request

information by email. Write it on the board.
professional Introduce using substitution:
SG p. 5 immersion course expert → professional
responsibility intensive course → immersion course
difficulties duty → responsibility
balance problems → difficulties
venture equilibrium → balance
early-bird investment → venture
discount early booking discount → early-bird discount
What is your profession?
Have you ever participated in a language immersion course?
What are your job responsibilities?
What are the main difficulties you are facing when learning
Business English?

Unit 3
We require additional information

In this lesson,
a. As per our previous
you will … conversation,
1 . who will be attending the conference.
■ Request
b. To whom 2. about the location and time of the meeting.
information
by email 3. was it already damaged when you opened
c. Let me know
the package?
d. Please inform me 4. please send me your organizational chart.
e. With regard to 5. do we need to address the invitation?
f. Concerning your order, 6. your quote, is VAT included or excluded?
1a 4 Ask questions
1 . The professional has had his job for many years.
2. The professional does not have many meetings.
3. It is easy for the professional to manage his time.
4. The professional’s family spends plenty of time with him.
5. The immersion course takes five days.
6. The course takes place in South Africa.
7. The course starts on Wednesdays.
8. The course is held every week.
1b Request information by email
• Course location? USEFUL PHRASES

• Venue? Requesting information
• Starting dates? I am writing to ask …
• Course schedule? I am writing in reference to …
• Enrollment deadline? I have a few questions to ask about …
I’d like to ask …
• Early-bird discount?
Just a quick question about …
As for …

2
Request information by email (cont’d.)

How do you manage to create a healthy job-life balance?
Does your company make investments in financial products?
What types of services offer early-bird discounts?
Pre-listening
Ask students:
How do you ask questions by email?
How do we begin this type of email? [with a short introduction]
How do you feel about asking questions and requesting information
when you are expected to know the answers?
Tell students that they are going to listen to a radio advertisement
featuring a three-day immersion time management course. It is
built as a dialogue between a professional and the immersion
course trainer.
! Listening
Ask students to read and correct the statements in Activity 1a to
SG p. 5
match the recording. Play Track 4.
[ANSWERS: 1. new job 2. has many 3. hard 4. does not spend 5. three
Track 4
6. US 7. Mondays 8. three times a month]
Check answers.
Audio Script
Post-listening Level 5-6
Useful Pairs. Ask students to take the role of the professional and write a
Expressions follow-up email Ask them to ask for the information given in
p. 43 Activity 1b, using the useful sentences in the box on the right (50
words minimum).
Optional: Pairs. Ask the students to take the role of the trainer and
answer the questions with invented information.

accept an offer Introduce and practice:
bring to the table agree to a proposal → accept an offer
by a long shot offer something in a negotiation → bring to the table
come down in by a big difference → by a long shot
price lower the price → come down in price
come in high charge too much → come in high
Useful Pairs. Ask students to take the role of the professional trying to
Expressions negotiate a better price for the course. Encourage students to use
p. 43 the new expressions (100 words minimum).

Unit 3
We require additional information

In this lesson,
a. As per our previous
you will … conversation,
1 . who will be attending the conference.
■ Request
b. To whom 2. about the location and time of the meeting.
information
by email 3. was it already damaged when you opened
c. Let me know
the package?
d. Please inform me 4. please send me your organizational chart.
e. With regard to 5. do we need to address the invitation?
f. Concerning your order, 6. your quote, is VAT included or excluded?
1a 4 Ask questions
1 . The professional has had his job for many years.
2. The professional does not have many meetings.
3. It is easy for the professional to manage his time.
4. The professional’s family spends plenty of time with him.
5. The immersion course takes five days.
6. The course takes place in South Africa.
7. The course starts on Wednesdays.
8. The course is held every week.
1b Request information by email
• Course location? USEFUL PHRASES

• Venue? Requesting information
• Starting dates? I am writing to ask …
• Course schedule? I am writing in reference to …
• Enrollment deadline? I have a few questions to ask about …
I’d like to ask …
• Early-bird discount?
Just a quick question about …
As for …

3
2a–b. venue Presentation

Internet access Introduce and practice:
location → venue
! possible to get online → Internet access
SG p. 6 Ask students to prepare example sentences using the vocabulary
presented above.
Pre-task
Ask students to create a checklist of questions they need to ask a
specific venue when planning a conference. Ask them to write the
questions in Activity 2a.
Task
Explain to the students that they have the role of an assistant who
has to schedule a meeting for his/her manager. Ask them to
complete the checklist in the top box with further items their
manager might need to know for a meeting (40-80 words
minimum).
After finishing the checklist, ask students to write the body of the
email on behalf of Ms. Arbol, their manager, to Mr. Willow, the
host of the meeting, in the second box.
Post-task / Performance
Pairs. Have students compose a response to Ms. Arbol (or her

assistant) to answer all of the questions with imaginary information
in full sentences (50 words minimum).
Have the pairs read the email(s) in front of the class.
P1: The student reads the email to the instructor.

their lesson goal.

Request information by email
2a Question checklist
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
2b My manager requires more information
date Internet access ____________________

time documents ____________________
venue pen drive ____________________
dress code ____________________ ____________________
To: MWillow
Subject: Request for information
From: MArbol
Dear Mr. Willow,

Could you please send me more information regarding the meeting between my
manager and Mr. Foster?
Thank you.
Best Regards,
Ms. Arbol

as per our conversation, let me know to accept an offer, to bring to the table
organizational chart, with regard to, concerning by a long shot, to come down in price
VAT (value-added tax), professional, immersion course to come in high, in the loop, on credit
responsibility, difficulties, balance, venture out-of-pocket expenses, overnight
early-bird discount, venue, Internet access to take a pay cut, to work overtime

4
Extension 1 Writing
Useful Have students create emails to request further information for the
Level 5–6 Expressions following cases:
p. 43 You need more information on …
… the dress code at your client’s premises for the event he/she are
hosting.
… the phone number and email address of a prospective client.
… the directions to a networking meeting of the local business club.
… the menu for the planned business lunch.
Extension 2 in the loop Writing

on credit Introduce and practice:
Level 7–8 update → in the loop
out-of-pocket without paying cash → on credit
expenses direct expenses paid for personally → out-of-pocket expenses
overnight send a document for next-day delivery → overnight
take a pay cut to accept a decrease in one’s salary → take a pay cut
work overtime work more than regular hours → work overtime
Ask students to formulate the questions to get the following

information. Encourage them to use the expressions taught in the
units.
You are asking …
… a colleague to keep you in the loop on the latest developments.
… a provider if it can deliver the goods on credit.
… the accountant which receipts need to be submitted for out-of-
pocket expenses.
… the shipping company whether it can ship overnight.
… a colleague you know well whether he/she also had to take a pay
cut.
… a team member to work overtime to finish a project.

Request information by email
2a Question checklist
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
• _____________________________________________________________________________________
2b My manager requires more information
date Internet access ____________________

time documents ____________________
venue pen drive ____________________
dress code ____________________ ____________________
To: MWillow
Subject: Request for information
From: MArbol
Dear Mr. Willow,

Could you please send me more information regarding the meeting between my
manager and Mr. Foster?
Thank you.
Best Regards,
Ms. Arbol

as per our conversation, let me know to accept an offer, to bring to the table
organizational chart, with regard to, concerning by a long shot, to come down in price
VAT (value-added tax), professional, immersion course to come in high, in the loop, on credit
responsibility, difficulties, balance, venture out-of-pocket expenses, overnight
early-bird discount, venue, Internet access to take a pay cut, to work overtime

Unit 4 Can you make the meeting?
1
Unit 4: Can you make the meeting?

recurring, agenda, to circulate, auxiliary, catering NGO, heated, to keep a cool head, to keep your
services, attendee, appropriateness hair on (UK), to personify, to have the final word,
to lose it, to drive (s.o.) up the wall
to delegate, chore, to brainstorm, mind map
(extension activity)
Lesson Preview
Speaking Goal: Make arrangements by email
Warm-up Ask:
Do you have meetings regularly?
If yes, how frequently? Daily? Weekly? Biweekly? Monthly?
! Annually?
Who do you meet with? Clients? Colleagues? Friends?
SG p. 7
Collaborators? Providers? Competitors? Trainers?
What medium do you use for meetings? In-person? Phone?
Teleconference? Chat? Any other technology?
For in-person meetings, where do you usually meet? Office?
Conference room? Restaurant? Coffee shop? Client’s premises?

repeated → recurring
recurring
location→ venue
venue (rev.)
program → agenda
agenda
send around → circulate
circulate
supplementary → auxiliary
auxiliary
food and drink services → catering services
catering services
participant → attendee
attendee
suitable, fitting → appropriate
appropriate
quality of being suitable → appropriateness
(rev.)
appropriateness
Ask a volunteer to read the statements of the Warm-up. Have
students discuss whether they agree with these pieces of advice and
ask which ones they are already following.

organize meetings and make arrangements; reply to a meeting
request. Write it on the board.

Unit 4
Can you make the meeting?

In this lesson, 1 . Allow enough time for planning before the desired meeting date.
you will … 2. When applicable, communicate with the assistants of the participants.
3. For recurring meetings, keep the same time and venue / call-in information.
■ Make
arrangements 4. Evaluate the location to ensure its accessibility and appropriateness.
by email 5. Always prepare an agenda and circulate it ahead of time.
6. Plan for auxiliary services including catering and technology.
7. Schedule the meeting as soon as you receive the availability of each participant.
8. Ask the participants for an emailed confirmation of their attendance.
9. Consider using a planning service to help schedule meetings with many attendees.
1a Please reschedule
Voicemail recipient Day Time
5 A. Suzanne
6 B. Mr. Wilson
7 C. Maria
8 D. Job candidate
9 E. Mr. Vernon
Voicemail recipient Answer Occasion
A. Suzanne New appointment is OK Meeting
B. Mr. Wilson You cannot change Meeting
C. Maria Thank you Speaker and GA
D. Job candidate None Interview
E. Mr. Vernon Ask about agenda Visit

2
Make arrangements by email (cont’d.)
1a–b. Pre-listening
Ask students: Do you usually send invitations to meetings yourself
or do you have a colleague who assists you? How do you send out
! the initial invitation? etc.
Tell students that they are going to listen to five different voicemails
SG p. 7
on different answering machines with scheduling and rescheduling
requests.
Listening
Tracks 5-9 Ask students to write down the time and day of the final schedule in
Activity 1a. Play Tracks 5-9.
Audio Script [ANSWERS: 1. Friday, 3 p.m. 2. April 14, noon 3. June 30, 4 p.m. 4.
February 17, 5 p.m. 5. August 5, 11 a.m.]
Check answers.
Post-listening
Pairs or small groups. Ask students to listen to the voicemails again
and take enough notes to play the role of the recipient of each
voicemail and confirm the times or other items by email as
suggested in Activity 1b (50 words minimum). The information in
Activity 1b should assist.
P1: The student reads the emails to the instructor.
2a–b. Pre-task
Ask students to match the sentence halves to form full sentences in
Activity 2a.
! [ANSWERS: a. 3 b. 4 c. 2 d. 1 e. 5.]
Check answers.
SG p. 8
Then ask students to sort the sentences according to their level of
formality.
[ANSWER: d, e, c, a, b]
Check answers.
Task
Ask students to create an email to one of the venues in Activity 2b
asking for a booking (40-80 words minimum).

Useful Elicit the lesson goal from students, or remind them of it and point
Expressions it out on the board. Set or adapt the purpose/scenario according to
p. 43 the customized student goal.
Option 1: organize an important meeting around a public holiday
Sample Emails (Complications: people have already taken days off around the
p. 45 holiday; some people live in different time zones).
Option 2: prepare an invitation template for the weekly staff
meeting in their department.
(50 words minimum).

Unit 4
Can you make the meeting?

In this lesson, 1 . Allow enough time for planning before the desired meeting date.
you will … 2. When applicable, communicate with the assistants of the participants.
3. For recurring meetings, keep the same time and venue / call-in information.
■ Make
arrangements 4. Evaluate the location to ensure its accessibility and appropriateness.
by email 5. Always prepare an agenda and circulate it ahead of time.
6. Plan for auxiliary services including catering and technology.
7. Schedule the meeting as soon as you receive the availability of each participant.
8. Ask the participants for an emailed confirmation of their attendance.
9. Consider using a planning service to help schedule meetings with many attendees.
1a Please reschedule
Voicemail recipient Day Time
5 A. Suzanne
6 B. Mr. Wilson
7 C. Maria
8 D. Job candidate
9 E. Mr. Vernon
Voicemail recipient Answer Occasion
A. Suzanne New appointment is OK Meeting
B. Mr. Wilson You cannot change Meeting
C. Maria Thank you Speaker and GA
D. Job candidate None Interview
E. Mr. Vernon Ask about agenda Visit

3

NGO Introduce and practice:
heated nongovernmental organization → NGO
keep a cool head passionate → heated
stay calm in a difficult situation → keep a cool head
keep your hair
on keep calm and don’t get angry → keep your hair on (UK)
personify represent → personify
have the final make the final decision → have the final word
word to lose control of one’s manners → to lose it
lose it make angry → drive (s.o.) up the wall
drive (s.o.) up the
wall Role play. Role play between at least two of the three players who
are organizing the annual gala dinner of their NGO. The different
players to choose from are the general secretary, the president, and
a member. The issue is that they cannot agree on a date since they
all live in different time zones and travel a lot, but they all want to
participate.
Secretary General: his/her priority is to organize the gala dinner

on any date that is convenient to the others.
President of the NGO: believes he/she should decide on the date as
he/she personifies the NGO.
Member: thinks he/she should be the one to have the final word as
he/she represents all other members who pay for the NGO’s
existence.
The students take on any of the different roles and role-play.

Encourage them to use the expressions taught in the unit.
Note: if there are only two students, they must choose president and
member.
P1: The student picks one of the three roles and practices with the
instructor.
Optional: students report on the outcome by email to their superior
(100 words minimum).

their lesson goal.
Extension 1 Useful Write an email on behalf of …

Expressions … a colleague to reschedule an interview.
Level 5–6 p. 43 … your manager to schedule a review meeting with the board.
… your department to schedule a worldwide conference.
Sample Emails … your team to schedule a business lunch.
p. 45

Make arrangements by email
2a Tips: I will not be able to attend

a. Sorry, but 1 . I cannot make it.
b. That’s 2. but I have to decline.
c. Thank you, 3. that does not work for me.
d. I am afraid 4. impossible for me.
e. Apologies 5. for the delayed answer, but I will be busy.
2b We have a meeting
SEPTEMBER
15 Venue: Hilltop Hotel
Date: September 15
Time: 9 a.m. — 5 p.m.
Number of participants: 15
OCTOBER
17 Venue: Guangzhou
Convention Center
Date: October 17
Time: 3 p.m.
To: From:
Subject:

recurring, agenda, to circulate NGO, heated (= animated), to keep a cool head
auxiliary, catering services to keep (one’s) hair on, to personify, to delegate
attendee, appropriateness to have the final word, to lose it, chore, mind map
to drive someone up the wall, to brainstorm

4
Extension 2 delegate Ask students what they think the words and expressions mean in the
chore following examples:
Level 7–8 brainstorm Delegating administrative chores can assist in working more
mind map efficiently.
Brainstorming and mind maps help to ensure preparation for all
aspects of a meeting.
Assist as needed:
allocate to someone else → delegate
tasks → chore
discuss freely to elicit ideas → brainstorm
thought association → mind map
Ask: Do you think organizational skills are important? Please read

the following quotes and discuss whether you agree:
“The secret of all victory lies in the organization of the non-
obvious.” (Marcus Aurelius)
“First comes thought; then organization of that thought, into ideas
and plans; then transformation of those plans into reality. The
beginning, as you will observe, is in your imagination.” (Napoleon
Hill)
Students should explain the meaning of the quotes in their own

words and provide their opinion.

Make arrangements by email
2a Tips: I will not be able to attend

a. Sorry, but 1 . I cannot make it.
b. That’s 2. but I have to decline.
c. Thank you, 3. that does not work for me.
d. I am afraid 4. impossible for me.
e. Apologies 5. for the delayed answer, but I will be busy.
2b We have a meeting
SEPTEMBER
15 Venue: Hilltop Hotel
Date: September 15
Time: 9 a.m. — 5 p.m.
OCTOBER
17 Venue: Guangzhou
Convention Center
Date: October 17
Time: 3 p.m.
To: From:
Subject:

recurring, agenda, to circulate NGO, heated (= animated), to keep a cool head
auxiliary, catering services to keep (one’s) hair on, to personify, to delegate
attendee, appropriateness to have the final word, to lose it, chore, mind map
to drive someone up the wall, to brainstorm

Unit 5 The deadline has passed!
1
Unit 5: The deadline has passed!

deliverable, executive, to juggle, to deal with, to to table the discussion, to call it a day, to lay on the
meet a deadline, to run up against a deadline, to be table, bottom line, to carry through
cc’d, due date, quote, lead, open house, requester, to urge along, sense of urgency, when the chips are
stakeholder, pushy, to proceed, to let go, input, down, nothing to sneeze at, in a heartbeat, blink of
tight (deadline), persistent an eye (extension activity)
Lesson Preview
Speaking Goal: Work with deadlines by email
Warm-up Ask:
Do you work with deadlines or can you deliver whenever you are
ready? Who sets your time plan? Yourself or your manager or
! someone else? Do you manage anyone else’s projects and
SG p. 9 deliverables? etc.
Present as needed using substitution.

deliverable final product → deliverable
executive high ranking managers: CEO, CFO, COO, etc. → executive
Practice QAQ.
Have students look at the Warm-up section and discuss the different
ways of communicating deadlines. The way a deadline is
communicated differs depending on the recipient, but how does it
differ? Remind students that there are no right or wrong answers.

remind colleagues about deadlines. Write it on the board.
juggle Present and practice:
deal with manage → juggle
! meet a deadline cope with → deal with
SG p. 9 run up against a deliver on time → meet a deadline
deadline the deadline is soon → run up against a deadline
be cc’d be copied in an email → be cc’d
due date deadline date → due date
quote proposal with estimated cost → quote
lead prospective customer → lead
open house day where everyone can visit → open house
requester someone asking for something → requester

BerlitzEnglish E-mail & Business WritingIG / Unit 5 09-18-14
Unit 5
The deadline has passed!

In this lesson, How? Who?
you will …
email colleague
■ Work with phone assistant
deadlines in person manager
by email
over lunch executive
printed letter client
1a 10 Let’s get organized
Deliverable Requested by Due date Order
1b Deliverables list
To: John
Subject: Weekly priority list
From: Simon
Hi John,
As per our meeting, we need to do the following this week:
Thank you,
Simon

2
Work with deadlines by email (cont’d.)

Pre-listening
How do you juggle a series of deadlines in a short period of time?
Do you have any specific methods to deliver everything on time?
Do you ask for help when dealing with deadlines? What do you do
when you need someone else’s work to be able to meet your
deadline?
Tell students they are going to listen to a meeting between a
manager and his assistant to organize their week.
Listening 1
Track 10 Ask students to fill in the table in Activity 1a with the deliverable,
requester, and due date of each item. Play Track 10.
Audio Script [ANSWERS:
deliverable requested by due date
presentation department head Thursday
quote client Tuesday
internal meeting manager Wednesday
lunch high school friend any day this week
open day local school class Thursday]
Check answers.
Listening 2
Track 10 Ask students to order the items in terms of urgency from the track in
the “Order” column. Play Track 10 again.
Audio Script [ANSWERS: 1 IS MOST URGENT, 5 LEAST URGENT: 3, 1, 2, 5, 4]
Check answers.
Post-listening
Useful Pairs. Ask students to take the role of the assistant (Simon) who
Expressions writes the follow-up email from the meeting to his manager. In
p. 43 Activity 1b, ask them to write a detailed email and explain the
reasoning for the order of items and when they need to be done: for
example, the presentation for the department head really needs to
be done on Wednesday as Thursday is fully booked (40-80 words
minimum).
Presentation
2a–b. Present and practice:
stakeholder interested parties → stakeholders
pushy
! proceed
aggressive → pushy
continue → proceed
SG p. 10 let go fire → let go
input contribution → input
tight (deadline) deadline is close → tight deadline
persistent insistent → persistent
Pre-task
Ask students what they do when a deadline is very close and they are
worried that the stakeholders who are involved will not deliver on
time. Do they write polite or pushy emails? Do they usually have
success with whatever methods they are using?

Unit 5
The deadline has passed!

In this lesson, How? Who?
you will …
email colleague
■ Work with phone assistant
deadlines in person manager
by email
over lunch executive
printed letter client
1a 10 Let’s get organized
Deliverable Requested by Due date Order
1b Deliverables list
To: John
Subject: Weekly priority list
From: Simon
Hi John,
As per our meeting, we need to do the following this week:
Thank you,
Simon

3

Task
! Ask students to read the phrases in Box 2a and evaluate whether
SG p. 10 these phrases are polite, pushy, or inappropriate.
[ANSWERS: 1. pushy, 2. inappropriate, 3. polite, 4. pushy, 5. polite, 6.
pushy, 7. inappropriate, 8. polite]
Check answers.
Post-task Level 5-6

Useful Elicit the lesson goal from students, or remind them of it and point
Expressions it out on the board. Set or adapt the purpose/scenario according to
p. 43 the customized student goal.
Pairs. Have students read the email from their colleague in Activity
2b and then respond in a polite way using the phrases from the
Vocabulary & Expressions box (50 words minimum).
Post-task Level 7-8

table the Challenge students to explain the following expressions:
discussion We are late and need to table [postpone] the discussion until next
call it a day week.
lay on the table We need to call it a day [finish up for the day], otherwise we will
bottom line be too tired to do all the work tomorrow.
carry through Please lay it on the table [present a matter for discussion]; we
cannot afford more delays.
The bottom line [central issue] is that we are late.
Even though we are late, we have to carry through [continue] with
the project.
Useful Pairs. Tell students that they need to collect input from several
Expressions different colleagues for a report they need to deliver within the
p. 43 following 48 hours. Ask them to write nuanced email(s) to the
following people using the expressions above (50 words minimum
each).
Option 1: Finance Manager
Needs to deliver the budget for the report and has only sent a first
draft; usually delivers on time
Option 2: Marketing Manager
Is an extremely creative person, has not sent anything, and is
notoriously late; needs an extra push
Option 3: Research Manager
Has sent everything except the references; probably forgot and has
them ready

their lesson goal.

Work with deadlines by email
2a Reminding colleagues of deadlines

POLITE PUSHY INAPPROPRIATE
1 . If I do not hear back from you by tomorrow,
I will proceed with my own ideas. � � �
2. If we do not make the deadline, you will be let go. � � �
3. Please kindly send me your input for … � � �
4. It is very urgent that you send me … � � �
5. May I remind you that the deadline is tomorrow. � � �
6. Please take immediate action. � � �
7. We are under pressure to meet your deadline
because you made a mistake. � � �
8. I apologize for being so persistent, but we are
under a tight deadline. � � �
2b We need your help
To: Marie From: Lorrie To: Lorrie From:
Hi Marie, Hi Lorrie,
As you know, we are preparing I can definitely help. Here is what I
our annual report that needs to suggest:
be published by the end of the
month. In other words, we are
working under an extremely
tight deadline.
Our graphic designer is on sick
leave, so we really need your
helping hand. Are you available?
Thanks,
Lorrie

deliverable, executive, to juggle, to deal with to table the discussion, to call it a day
to meet a deadline, to run up against a deadline to lay on the table, bottom line, to carry through
to be cc’d, due date, quote, lead (n.), open house to urge along, sense of urgency
stakeholder, pushy, to proceed when the chips are down, nothing to sneeze at
to let go, input, tight (deadline), persistent in a heartbeat / the blink of an eye

4
Extension 1 Useful Have students write emails to remind their colleagues of the
Expressions following items.
Level 5–6 p. 43
… report deadline is tomorrow.
… photos of team members needed now.
… confirmations of participation in weekly meeting are needed.
… ideas for a birthday gift for a colleague are due.
Extension 2 urge along Present and practice:

sense of urgency push someone to work faster → urge someone along
Level 7–8 when the chips feeling that you must hurry → sense of urgency
are down crucial moment when things matter → when the chips are down
nothing to something to be taken seriously → nothing to sneeze at
sneeze at immediately → in a heartbeat
in a heartbeat immediately → in the blink of an eye
blink of an eye
Pairs. Ask students to write an email to a colleague about a very
Useful important deadline that is approaching fast. Challenge them to
Expressions convey a sense of urgency to the colleague by using all the
p. 43 expressions above. Tell them that they are free to invent information.
Assist with vocabulary as needed.
Have students compare their emails with the other pairs.

Work with deadlines by email
2a Reminding colleagues of deadlines

POLITE PUSHY INAPPROPRIATE
1 . If I do not hear back from you by tomorrow,
I will proceed with my own ideas. � � �
2. If we do not make the deadline, you will be let go. � � �
3. Please kindly send me your input for … � � �
4. It is very urgent that you send me … � � �
5. May I remind you that the deadline is tomorrow. � � �
6. Please take immediate action. � � �
7. We are under pressure to meet your deadline
because you made a mistake. � � �
8. I apologize for being so persistent, but we are
under a tight deadline. � � �
2b We need your help
To: Marie From: Lorrie To: Lorrie From:
Hi Marie, Hi Lorrie,
As you know, we are preparing I can definitely help. Here is what I
our annual report that needs to suggest:
be published by the end of the
month. In other words, we are
working under an extremely
tight deadline.
Our graphic designer is on sick
leave, so we really need your
helping hand. Are you available?
Thanks,
Lorrie

deliverable, executive, to juggle, to deal with to table the discussion, to call it a day
to meet a deadline, to run up against a deadline to lay on the table, bottom line, to carry through
to be cc’d, due date, quote, lead (n.), open house to urge along, sense of urgency
stakeholder, pushy, to proceed when the chips are down, nothing to sneeze at
to let go, input, tight (deadline), persistent in a heartbeat / the blink of an eye

Unit 6 I have news for you
1
Unit 6: I have news for you

to deliver (news), bearer of bad news, funding to break news, to bury (one’s) head in the sand, to
cycle, to settle a law case, charitable donation, hit the ground running
revenue, credit score, on behalf of, to relaunch, to miss out, to go to great lengths, to steer clear, to
emblem, brand, to accelerate, record, to pass away, barely scratch the surface, to fly in the face
driving force, repositioning, to outline, to ponder (extension activity)
upon, emotional roller coaster
Lesson Preview
Speaking Goal: Communicate good and bad news by email
Warm-up Ask: In your company, do you deliver news regularly? Does this
news tend to be good or bad or a mixture of both? Who do you
usually deliver news to? Do you feel apprehensive when you need
! to deliver bad news? etc.
SG p. 11 Present and practice:
give news → deliver news
deliver (news) communicator of bad news → bearer of bad news
bearer of bad Pairs. Ask students to look at the photos in Activity 1a. Ask them
news which type of news the two people might have received. Ask
students to give some concrete examples of good or bad news in the
business world and to base their responses on recent events.
[POSSIBLE ANSWERS: First photo: good news, such as excellent business
results, promotion, etc. Second photo: bad news, such as bad business
results, being fired, etc.]

communicate good and bad news via email. Write it on the board.
funding cycle Present and practice:
settle a law case fiscal year for nonprofits → funding cycle
! charitable decide on a court case → settle a law case
SG p. 11 donation tax-deductible giving → charitable donation
revenue income → revenue
credit score rating of creditworthiness → credit score
Pre-task
When dealing with different cultures, do you need to make changes
to your communication style? Have you ever written an email with
the same news to different people but used different words because
of who you were writing to? etc.

Unit 6
I have news for you

In this lesson,
you will …
■ Communicate
good and bad
news by email
1a Bearer of bad news

1 . I will be traveling the day you would like to schedule the meeting.
2 . No, you will not get this job.
3 . Our budget is exhausted, and we will not be buying any more office equipment.
4 . Please apply again for funding in the 2015 funding cycle.
5 . The law case has been settled in favor of Mr. Nuggets.
6 . We are unable to change the situation.
7 . We have accepted the proposal from Star Corporations instead.
8 . We have no money left this year to give a charitable donation.
9 . We lost 30% in revenues last quarter.
10. Your company credit score is too weak for a new loan.
1b No, we cannot deliver

a. We have invested all our strength but exhausted our capabilities. _________________
b. You lost the case. _________________
c. The job has been awarded to Sigrid instead. _________________
d. We have already committed to a donation for Children Care. _________________
e. You lost the proposal. _________________
f. We will definitely improve our sales from last quarter. _________________
g. We are not interested in office equipment. _________________
h. We will not be funding you this year. _________________
i. Please work on your credit score and apply again. _________________
j. I cannot come to the meeting. _________________

2

Task
Pairs. Ask students to categorize the bad news statements in
Activity 1a into direct and indirect communication styles.
[ANSWERS: 1. indirect 2. direct 3. indirect 4. indirect 5. indirect 6. direct
7. indirect 8. direct 9. direct 10. direct]
Check answers.
Post-task
Pairs. Ask students to take the direct and indirect statements in 1a
and match them with the ones in Activity 1b.
[ANSWERS: 1. j 2. c 3. g 4. h 5. b 6. a 7. e 8. d 9. f 10. i]
Check answers.
P1: The students read the statements to the instructor.
Presentation
in the name of → on behalf of
SG p. 12 on behalf of restart → relaunch
relaunch symbol → emblem
emblem name identifying a product → brand
brand hurry, speed up → accelerate
accelerate best ever → record
record die → pass away
pass away motivator → driving force
driving force relaunching to a different market → repositioning
repositioning summarize → outline
outline think about → ponder upon
ponder upon situation that alternates between making one feel excited,
emotional roller exhilarated, sad, worried, etc. → emotional roller coaster
coaster
Pre-listening
Ask students:
Have you ever made a public announcement on behalf of your
company? If yes, did you write the speech yourself or did someone
else help you? etc.
Tell students that they are going to listen to the beginning of the
chairman’s speech at the annual general meeting of Star Limited.
! Listening
Ask students to summarize the main messages from the speech and
SG p. 12 answer the questions in Activity 2a. Play Track 11.
[ANSWERS: 1. brand design 2. Star diapers 3. sales increased after a
Track 11 successful launch 4. 1.5 million 5. Mr. Star passed away recently]
Check answers.
Audio Script

Unit 6
I have news for you

In this lesson,
you will …
■ Communicate
good and bad
news by email
1a Bearer of bad news

1 . I will be traveling the day you would like to schedule the meeting.
2 . No, you will not get this job.
3 . Our budget is exhausted, and we will not be buying any more office equipment.
4 . Please apply again for funding in the 2015 funding cycle.
5 . The law case has been settled in favor of Mr. Nuggets.
6 . We are unable to change the situation.
7 . We have accepted the proposal from Star Corporations instead.
8 . We have no money left this year to give a charitable donation.
9 . We lost 30% in revenues last quarter.
10. Your company credit score is too weak for a new loan.
1b No, we cannot deliver

a. We have invested all our strength but exhausted our capabilities. _________________
b. You lost the case. _________________
c. The job has been awarded to Sigrid instead. _________________
d. We have already committed to a donation for Children Care. _________________
e. You lost the proposal. _________________
f. We will definitely improve our sales from last quarter. _________________
g. We are not interested in office equipment. _________________
h. We will not be funding you this year. _________________
i. Please work on your credit score and apply again. _________________
j. I cannot come to the meeting. _________________

3
! Useful Pairs. Ask students to look at the Vocabulary & Expressions box on
SG p. 12 Expressions SG page 12. Ask them to write the main body of an email
p. 43 communicating the bad news in Activity 2b in an indirect, polite
style (50 words minimum).

their lesson goal.

break the news Introduce and practice:
bury (one’s) tell important news → break the news
head in the pretend something bad does not exist
sand → bury (one’s) head in the sand
hit the ground start actively and successfully → hit the ground running
running
Pairs. Role play. Tell students that they are preparing their
Useful statements for an email to the press. They know they will have to
Expressions share the shocking and upsetting news that the Marketing manager
p. 43 of their company quit. Ask students to use phrases from the unit to
prepare what they will say in the email (80 words minimum).
P1: The instructor takes the role of a journalist and asks questions
that students respond to based on the preparation.
Extension 1 Read the following news headlines to the students and ask whether
they are good or bad news:
Level 5–6 1. Stock value doubled in May
2. Marketing manager quits unexpectedly
3. Scandal reveals unethical business practices
4. Bankruptcy-ridden hotel chain finds buyer
5. Historic building recovered from fire
[SUGGESTED ANSWERS: 1. good news 2. it depends 3. bad news 4. good
news 5. Good news]
Pairs. Have students write a five-line news text for one piece of
good news and another text for one piece of bad news.
Extension 2 Ask students what they think the words and expressions mean in the
following examples:
Level 7–8 Don’t miss out on the publicity you can get from a press
conference!
We went through great lengths to organize this press conference.
Please steer clear of presenting too many numbers.
We will barely scratch the surface of the potential consequences.
Your conclusions fly in the face of all logic!
The bottom line is that your company needs this press conference
right now.

Communicate good and bad news by email
2a 11 Public announcement
1 . What was relaunched in 2014?
____________________________________________________________________________________
2. What is the best performing product?
____________________________________________________________________________________
3. How did the relaunch affect sales?
____________________________________________________________________________________
4. What was the sales amount for 2015?
____________________________________________________________________________________
5. What is the bad news?
____________________________________________________________________________________
2b Present news elegantly
Record sales this year
Previous profitability turned into

losses in Q4
Rejection of job candidate
Promotion of team member
Candidate leaves company for

a better job opportunity

to deliver (news), bearer of bad news, funding cycle to break news, to bury (one’s) head in the sand
to settle a law case, charitable donation, revenue to hit the ground running, to miss out
credit score, on behalf of, to relaunch, emblem to go to great lengths, to steer clear
brand, to accelerate, record, to pass away to barely scratch the surface, to fly in the face
driving force, repositioning, to outline bottom line
to ponder upon, emotional roller coaster

4
! miss out Present as needed using substitution.

SG p. 12 go to great miss an opportunity → miss out
lengths make a huge effort → go to great lengths
steer clear avoid → steer clear
barely scratch the only begin to understand → barely scratch the surface
surface contradict → fly in the face of something
fly in the face the main point → bottom line
bottom line (rev.)
Pairs. Ask students to look at the bad news in Activity 2b. Tell them
Useful that they have received an email communicating one piece of such
Expressions bad news and ask them to respond, using the expressions
p. 43 introduced. Assist with vocabulary as needed. Have pairs compare
their emails.

Communicate good and bad news by email
2a 11 Public announcement
1 . What was relaunched in 2014?
____________________________________________________________________________________
2. What is the best performing product?
____________________________________________________________________________________
3. How did the relaunch affect sales?
____________________________________________________________________________________
4. What was the sales amount for 2015?
____________________________________________________________________________________
5. What is the bad news?
____________________________________________________________________________________
2b Present news elegantly
Record sales this year
Previous profitability turned into

losses in Q4
Rejection of job candidate
Promotion of team member
Candidate leaves company for

a better job opportunity

to deliver (news), bearer of bad news, funding cycle to break news, to bury (one’s) head in the sand
to settle a law case, charitable donation, revenue to hit the ground running, to miss out
credit score, on behalf of, to relaunch, emblem to go to great lengths, to steer clear
brand, to accelerate, record, to pass away to barely scratch the surface, to fly in the face
driving force, repositioning, to outline bottom line
to ponder upon, emotional roller coaster

Unit 7 Let’s be constructive
1
Unit 7: Let’s be constructive

feedback, to take into account, to filter, to assess, to man/woman of my word, to set in (one’s) ways,
procrastinate, defensive, constructive, to steer, open to criticism
unbiased, evidence, findings, acronym, white harsh, to step on someone’s toes, to try someone’s
paper, contingent on, consistent, slide, to take patience, to see the error of (one’s) ways, to
credit swallow (one’s) pride, for your own good, to put
(s.o.) in the picture (extension activity)
Lesson Preview
Speaking Goal: Give feedback by email
Ask: Do you give or receive feedback regularly? How do you deal

Warm-up
with feedback? Do you take into account all suggestions or do you
filter them? What is your method for filtering feedback? etc.
! Present and practice:
SG p. 13 comments, suggestions, criticism, etc. → feedback
feedback consider → take into account
take into account select based on some criteria → filter
filter evaluate → assess
assess delay action → procrastinate
procrastinate self-justifying → defensive
defensive
Ask a volunteer to read the rules for giving feedback in the Warm-
up. Ask students to discuss each one.
give written feedback. Write it on the board.
Presentation
productive → constructive
constructive
! Pre-task
Have you ever felt very upset with someone’s work? Did you feel
SG p. 13
tempted to criticize the person? Did you actually verbally attack the
person directly? Did you attempt to make your criticism
constructive? If so, which strategies did you use to turn your
thoughts into constructive feedback? etc.
Task
Pairs. Ask students to read the feedback items in Activity 1a. Ask
students to note which of the rules from the Warm-Up are directly
applied in each statement and how.
[ANSWERS: a. 3, 4, 5 b. 1 c. 6 d. 5 e. 2 f. 4]
Check answers.

BerlitzEnglish E-mail & Business Writing / Unit 7 06-08-14
Unit 7
Let’s be constructive
In this lesson, 1 . Invite the feedback recipient to assess himself / herself.
you will … 2. Comment on at least three positives first.
3. Concentrate on the behavior instead of the person.
■ Give feedback
by email 4. Give specific, clear feedback and always suggest solutions.
5. Own the statement by using “I” or “we.”
6. Do not procrastinate but give immediate feedback.
7. Be prepared for the first reaction to feedback to be defensive.
1a Applying the guidelines for giving feedback
Feedback Statement Feedback Rule
a. I feel your draft needs to be proofread for grammar and style.
b. First of all, what do you think about the report yourself?
c. Let’s review the report right away; please take note of my suggestions.
d. I believe that the paper is almost done except for some tweaking here
and there.
e. What I liked was the style, introduction, and storyline.
f. The financial impact section could be improved; maybe the balance

sheet can provide more details?
1b Turning criticism into constructive feedback

• Generally, the draft does not reflect what we need.
• The theory section is useless.
• There is really nothing good to say about your draft.
• What you think does not matter; my assessment
counts.
• You need to redo the entire draft; it is not what
I asked for.
• What you’re saying sounds very confusing.
• Your writing is really weak.

2
Give feedback by email (cont’d.)

Post-task
! Pairs. Ask students to look at the feedback in Activity 1b. Ask them
what they think of the feedback and whether it is constructive or
SG p. 13 otherwise. Ask students to correct the sentences and turn them into
constructive feedback using the guidelines from the Warm-Up
section. [POSSIBLE ANSWERS: 1. Perhaps we were not clear enough when
we gave you instructions for this draft. 2. We may not need to have a
theory section. 3. Do you mind if I give you a few suggestions for your
draft? 4. We would like to know what you think of your work. 5. We
have to clarify what we need before you write a new draft. 6. Would you
mind explaining that again? 7. You might want to work on your writing
technique a bit more.]
Presentation
influence → steer
steer
! unbiased
neutral → unbiased
proof → evidence
SG p. 14 evidence results → findings
findings short form using initials → acronym
acronym official, reliable document on specific issue → white paper
white paper depending on → contingent on
contingent on coherent → consistent
consistent page in a presentation → slide
slide allow others to believe you deserve praise whether or not you
take credit actually deserve it → take credit
Pre-listening
Have you ever experienced someone being defensive when you’re
giving feedback? Can you describe their behavior? How can you
steer the discussion to make it unbiased and constructive again?
etc.
Pairs. Ask students to describe any situation when their feedback
was received defensively by a colleague. Ask them to compare their
real thoughts and what they actually provided in terms of oral or
written feedback. Tell students they are going to listen to three
separate pieces of feedback on three different types of documents.
Listening
Tracks 12-14 Ask students to listen carefully and fill in the table in Activity 2a.
Play Tracks 12-14.
Item Feedback A Feedback B Feedback C
Type of doc report white paper presentation
Strong points clear structure approved great job
clear introduction
strong evidence
Improvements neutral style style add slides
acronyms references add name
English variety
Feedback provider interlocutor committee interlocutor
Ask students to compare their results with their partners.

Unit 7
Let’s be constructive
In this lesson, 1 . Invite the feedback recipient to assess himself / herself.
you will … 2. Comment on at least three positives first.
3. Concentrate on the behavior instead of the person.
■ Give feedback
by email 4. Give specific, clear feedback and always suggest solutions.
5. Own the statement by using “I” or “we.”
6. Do not procrastinate but give immediate feedback.
7. Be prepared for the first reaction to feedback to be defensive.
1a Applying the guidelines for giving feedback
Feedback Statement Feedback Rule
a. I feel your draft needs to be proofread for grammar and style.
b. First of all, what do you think about the report yourself?
c. Let’s review the report right away; please take note of my suggestions.
d. I believe that the paper is almost done except for some tweaking here
and there.
e. What I liked was the style, introduction, and storyline.
f. The financial impact section could be improved; maybe the balance

sheet can provide more details?
1b Turning criticism into constructive feedback

• Generally, the draft does not reflect what we need.
• The theory section is useless.
• There is really nothing good to say about your draft.
• What you think does not matter; my assessment
counts.
• You need to redo the entire draft; it is not what
I asked for.
• What you’re saying sounds very confusing.
• Your writing is really weak.

3
Tracks 12-14 Listening 2

Play Tracks 12-14 again, pausing after each feedback dialogue to
Audio Script allow students to take notes. Ask them to evaluate the three
feedback paragraphs and judge whether or not they are
appropriate according to what students have learned thus far in
this unit. Is there anything that could be improved?

! it out on the board. Set or adapt the purpose/scenario according to
SG p. 14
Pairs. Imagine you have written your feedback and your
Useful employee’s first reaction is defensive. Using the expressions from
Expressions the Vocabulary & Expressions box on SG page 14, write a response
p. 43 to the employee in Activity 2b (50 words minimum).
Sample Emails Give feedback, praise, and correction. Have students verbalize
p. 45 what they’ve accomplished and confirm that they have achieved
their lesson goal.
man/woman Performance Level 7-8

of my word Present and practice:
set in (one’s) I promise you → I am a man of my word/woman of my word
ways please do not be so stubborn → don’t be so set in your ways
open to criticism you need to accept criticism → you need to be open to criticism
Useful Pairs. Have students reply to a very defensive reaction to their

Expressions feedback. Tell them: Your intern prepared a report that needs a lot
p. 43 of improvement. You have explained the necessary changes but
your intern took offense at your feedback. You want to make it
clear that you have the best intentions but that you still need to
Sample Emails insist as you need the report.
p. 45 Encourage students to use the expressions taught in the unit to
answer the email in Activity 2b (100 words).
Ask students to write the following feedback in the appropriate

Extension 1 style, one sentence for each line:
" graphic design needs to have lighter colors
Level 5–6 " text needs to be shortened to 100 words
" theory section is missing
" text needs to be reformatted
" speech needs to be rewritten to make sense from the CEO’s
perspective

Give feedback by email
2a Giving written feedback
Item 12 Feedback A 13 Feedback B 14 Feedback C
Type of document
Strong points
Improvements
Feedback provider
2b Helping others improve through feedback
To: MHanson From: Scarlett Subject: Report assessment
Dear Mr. Hanson,

I do not agree with your assessment of my report at all.
It took a lot of time to write it and I believe it is very good as it is.
Thanks,
Scarlett
To: Scarlett From: Mr. Hanson Subject: Re: Report assessment
Dear Scarlett,
Thanks,
Mr. Hanson

feedback, to take into account, filter, to assess man / woman of my word, set in (one’s) ways
to procrastinate, defensive, constructive open to criticism, harsh, to step on someone’s toes
to steer, unbiased, evidence, findings to try someone’s patience, to see the error of (one’s) ways
acronym, white paper, contingent on to swallow (one’s) pride, for your own good
consistent, slide, to take credit to put someone in the picture

4
Ask: Have you ever had to give very harsh criticism to a colleague?
Extension 2
harsh Ask students to explain the following examples in their own words:
Level 7–8 step on I don’t want to step on your toes but I need to tell you that …
(s.o.’s) toes I don’t want to try your patience, but …
try (s.o.’s) You need to see the error of your ways.
patience You need to swallow your pride and listen; it’s for your own good.
see the error of Let me put you in the picture about the new project.
(one’s) ways
swallow Assist with vocabulary as needed:
(one’s) pride direct and strong → harsh
for (one’s) own annoy or irritate → step on someone’s toes or try someone’s
good patience
put (s.o.) in the understand your mistakes → see the error of your ways
picture be humble → swallow your pride
for your own advantage → for your own good
Useful update someone → put in the picture
Expressions
Role play. Two groups. Ask both groups to put together an email of
p. 43
very strong criticism. Then have them swap their emails and
compose a reply with the aim of getting the feedback across
politely. Challenge the students to use as many idiomatic
Sample Emails
expressions as they can to soften their harsh criticism.
p. 45

Give feedback by email
2a Giving written feedback
Item 12 Feedback A 13 Feedback B 14 Feedback C
Type of document
Strong points
Improvements
Feedback provider
2b Helping others improve through feedback
To: MHanson From: Scarlett Subject: Report assessment
Dear Mr. Hanson,

I do not agree with your assessment of my report at all.
It took a lot of time to write it and I believe it is very good as it is.
Thanks,
Scarlett
To: Scarlett From: Mr. Hanson Subject: Re: Report assessment
Dear Scarlett,
Thanks,
Mr. Hanson

feedback, to take into account, filter, to assess man / woman of my word, set in (one’s) ways
to procrastinate, defensive, constructive open to criticism, harsh, to step on someone’s toes
to steer, unbiased, evidence, findings to try someone’s patience, to see the error of (one’s) ways
acronym, white paper, contingent on to swallow (one’s) pride, for your own good
consistent, slide, to take credit to put someone in the picture

Unit 8 Regarding your request
1
Unit 8: Regarding your request

to strive to, BCC, survey, decision maker, time is money, to save time, on time, to make time,
interviewee, opportunity, orphan drug to have time on (one’s) hands, spare time
my condolences, to be beside oneself, to get a grip,
to go bananas, to go to pieces, to look on the bright
side, no hard feelings, to regain one’s composure,
to be over the moon (extension activity)
Lesson Preview
Speaking Goal: Reply by email to previous communication
Warm-up Ask:
Do you follow up on many requests by email? Can you estimate
how many emails you answer per day? What is your average
! response time? Is this response time considered standard in your
industry? etc.
SG p. 15
aim at → strive to
copy (carbon copy) → CC
strive to
blind copy (blind carbon copy) → BCC
CC (rev.)
BCC Ask students to fill in the gaps with the answers in the last row of
the Warm-up.
[ANSWERS: 1. c 2. a 3. e 4. b 5. d]
Have students compare and comment on their answers.
reply to previous communication. Write it on the board.
1a–b. survey Presentation

decision maker Present and practice:
interviewee study using questionnaires → survey
! opportunity person in control → decision maker
SG p. 15 record (rev.) respondent → interviewee
orphan drug chance → opportunity
document → record
drug to treat a rare disease → orphan drug
Pre-listening
Have you ever participated in a survey? Did you answer by phone,
online, or face-to-face? Was your role for this survey as a consumer
from home or as a business decision maker at work? Have you ever
participated in a satisfaction or employee survey? etc.

Unit 8
Regarding your request

In this lesson, 1 . Responding to emails within hours is good business etiquette.
________
2. Responding to postal mail within days is considered standard.

you will … ________
3. Some helpdesk professionals even strive to answer emails within

■ Reply by email minutes.
________
to previous 4. Click when answering emails that have contacts in CC.

________
communication 5. Add contacts in if you want them to see your reply without
________
the other contacts being aware.
a. 5 b. Reply All c. 24 d. BCC e. 30
1a 15 Let me know your availability

1 . Dr. Foster is a cardiologist. ___________________________________________________________
2. Dr. Foster signed up to a panel at the local country club. ________________________________
3. The proposed interview will take 30 minutes. __________________________________________
4. The subject is about a painkiller used for skin diseases. _________________________________
5. Dr. Foster will answer by phone. _______________________________________________________
6. The interview will take place on a weekend. ___________________________________________
1b I am available on …
DAY WEEK MONTH SHOW WORK WEEK SHOW FULL WEEK
< April 8-12 > Monday 8 Tuesday 9 Wednesday 10 Thursday 11 Friday 12
calendar 8 am Shuttle to airport -

mail 9 am Conference call - Flight 438 dep. 10:30
10 am European office arr Chicago 11:45 am
contacts appointment - teleconference -
to-do list
1 1 am Dr. Reeves Mike Garcia
12 pm Lunch w/ Sheila -
< April > 1 pm Café Brigitte Call Joshua (973-555-
M T W T F S S
2 pm 3271) for airport pick-up
1 2 3 4 5 6 7 meeting / S. Schott Flight 439 dep. 5:30 pm
8 9 10 11 12 13 14 3 pm Staff meeting -
15 16 17 18 19 20 21 4 pm 3rd floor conf. room
22 23 24 25 26 27 28
5 pm
USEFUL PHRASES
as per your concerning I am available on … at your convenience

as per our Re: I confirm my availability for … at your earliest convenience
regarding I tentatively agree to meet on … as soon as possible

2
Reply by email to previous communication (cont’d.)

Tell students they are going to listen to a phone conversation
between an interviewer from Levels Marketing and a potential
interviewee who is a healthcare professional.
Track 15 Listening
Ask students to read and correct the sentences in Activity 1a to
Audio Script reflect the conversation correctly. Play Track 15.
[ANSWERS: 1. dermatologist 2. dermatologists’ conference 3. 60
4. orphan drug 5. email 6. during office hours]
Check answers.

Useful
! Expressions
Pairs. Ask students to look at the useful expressions in Activity 1b.
Tell them that they will write a follow-up email from Dr. Foster
SG p. 15 p. 43 using some of the expressions from the box (50 words minimum).
P1: The student brainstorms the reply with the teacher and dictates
(teacher writes on the board) the email as it evolves. Then the
student reads the completed email out loud.
E
time is money Present and practice:
save time time is valuable and should not be wasted → time is money
on time do something the quick way → save time
make time punctual → on time
have time on find the time to do something → make time
(one’s) hands have too much free time and not enough things to do → have time
spare time on (one’s) hands
free time → spare time
Useful Pairs. Tell students that they have to follow up with the interviewer
Expressions from Levels Marketing and try to explain in an email that they don’t
p. 43 have 60 minutes; they only have 30 minutes.
Student A takes the role of Dr. Foster and has to convey the
following:
Time is money. Can’t the interview be done in 30 instead of 60
minutes?
Is there any way we can save time by me replying by email?
We will need to start the interview on time because I only have 30
minutes. (100 words minimum)
Student B takes the role of the interviewer and has to convey the
following:
Please make time for a 60-minute interview. You will be rewarded
for every minute.
I know you don’t have much time on your hands, but we would
need 60 minutes. We can also schedule the interview during your
spare time so as not to take time from your working hours. (100
words minimum)
Students A and B try to convince each other of their respective
positions.
58 BerlitzEnglish E-mail©2014
& Business Writing Inc.
Berlitz Languages, / Unit 8 06-11-14
Unit 8
Regarding your request

In this lesson, 1 . Responding to emails within hours is good business etiquette.
________
2. Responding to postal mail within days is considered standard.

you will … ________
3. Some helpdesk professionals even strive to answer emails within

■ Reply by email minutes.
________
to previous 4. Click when answering emails that have contacts in CC.

________
communication 5. Add contacts in if you want them to see your reply without
________
the other contacts being aware.
a. 5 b. Reply All c. 24 d. BCC e. 30
1a 15 Let me know your availability

1 . Dr. Foster is a cardiologist. ___________________________________________________________
2. Dr. Foster signed up to a panel at the local country club. ________________________________
3. The proposed interview will take 30 minutes. __________________________________________
4. The subject is about a painkiller used for skin diseases. _________________________________
5. Dr. Foster will answer by phone. _______________________________________________________
6. The interview will take place on a weekend. ___________________________________________
1b I am available on …
DAY WEEK MONTH SHOW WORK WEEK SHOW FULL WEEK
< April 8-12 > Monday 8 Tuesday 9 Wednesday 10 Thursday 11 Friday 12
calendar 8 am Shuttle to airport -

mail 9 am Conference call - Flight 438 dep. 10:30
10 am European office arr Chicago 11:45 am
contacts appointment - teleconference -
to-do list
1 1 am Dr. Reeves Mike Garcia
12 pm Lunch w/ Sheila -
< April > 1 pm Café Brigitte Call Joshua (973-555-
M T W T F S S
2 pm 3271) for airport pick-up
1 2 3 4 5 6 7 meeting / S. Schott Flight 439 dep. 5:30 pm
8 9 10 11 12 13 14 3 pm Staff meeting -
15 16 17 18 19 20 21 4 pm 3rd floor conf. room
22 23 24 25 26 27 28
5 pm
USEFUL PHRASES
as per your concerning I am available on … at your convenience

as per our Re: I confirm my availability for … at your earliest convenience
regarding I tentatively agree to meet on … as soon as possible

3
2a–b. Pre-task
Ask students whether they sometimes need to answer very complex
SG p. 16 or detailed emails containing many different requests. How do they
refer to each single item? Do they copy the text from the questions
and add their answers in a different color? Are there any other
methods they use to save time when responding to such emails?
Task
Ask students to order the elements of the email reply in Activity 2a
so that that it represents a proper response to the initial email.
[ANSWERS: 5, 3, 2, 8, 1, 4, 9, 6, 7]
Have students discuss whether they agree with the model and make
suggestions on how it can be improved. If not, explain why they like
the model email answer.
Post-task/Performance
Useful Pairs. Have students respond to Melinda in Activity 2b, thanking
Expressions her for her draft and answering her questions (40-80 words
p. 43 minimum).
P1: The student reads the response to the instructor.
Extension 1 Useful Pairs. Ask students to write the email body text to answer the
Expressions following email questions/requests:
Level 5–6 p. 43 availability on Friday
planned submission date for the final draft
product availability
potential meeting in Atlanta
favorite employee quit
P1: The students read the emails to the instructor.
Extension 2 Ask: Do you ever have to answer difficult emails? Maybe emails
be beside oneself that contain very bad news? Or emails that have very good news?
Level 7–8 get a grip
go bananas Introduce the following expressions:
go to pieces lose control due to the intensity of emotion → be beside oneself
look on the bright control your feelings → get a grip on yourself
side go crazy emotionally → go bananas
no hard feelings distressed after a terrible shock → go to pieces
regain one’s see the positives → look on the bright side
composure no resentment → no hard feelings
be over the moon calm down → regain one’s composure
be absolutely delighted → be over the moon
60 BerlitzEnglish E-mail©2014
& Business Writing Inc.
Berlitz Languages, / Unit 8 06-11-14
Reply by email to previous communication
2a Please find attached the requested update
To: Melinda From: Konrad Subject: Draft report
Hello Melinda,
There are several open issues regarding the draft report you sent. I hope you can assist.
Regarding the title page, we need to include the company logos.
• The table on page 14 is very small. I cannot read the details.
• The images in general are a bit blurred. Can you add higher resolution versions?
• In the commentary section, I suggest we include a comment by our president, just in case.
• In general, please use spell check to change everything to British English.
Best regards,
Konrad
1 . All images have been updated.

2. As per your request, I have added the company logos to the title page.
3. Attached please find the revised report.
4. Concerning the president’s commentary, has any been recorded?
5. Hello Konrad,
6. Kind regards,
7. Melinda
8. Regarding the table details, I have removed some data so that it can be read correctly.
9. The entire text is in British English now.
2b I am happy to respond
To: Melinda From: Konrad Subject:
Hello Melinda,
Best regards,
Konrad

to strive to, BCC, survey to save time, on time, to have time on (one’s) hands
decision maker, interviewee to make time, spare time, to regain (one’s) composure
opportunity, orphan drug to be beside oneself, to get a grip, to be over the moon
to go bananas, to go to pieces, to look on the bright side
Time is money.
No hard feelings.

4
Useful Role play. Ask students to write a response to the following

Expressions scenarios:
p. 43 • your favorite colleague was just laid off
• your client got a promotion
• your colleague was elected the Businessperson of the Year

Reply by email to previous communication
2a Please find attached the requested update
To: Melinda From: Konrad Subject: Draft report
Hello Melinda,
There are several open issues regarding the draft report you sent. I hope you can assist.
Regarding the title page, we need to include the company logos.
• The table on page 14 is very small. I cannot read the details.
• The images in general are a bit blurred. Can you add higher resolution versions?
• In the commentary section, I suggest we include a comment by our president, just in case.
• In general, please use spell check to change everything to British English.
Best regards,
Konrad
1 . All images have been updated.

2. As per your request, I have added the company logos to the title page.
3. Attached please find the revised report.
4. Concerning the president’s commentary, has any been recorded?
5. Hello Konrad,
6. Kind regards,
7. Melinda
8. Regarding the table details, I have removed some data so that it can be read correctly.
9. The entire text is in British English now.
2b I am happy to respond
To: Melinda From: Konrad Subject:
Hello Melinda,
Best regards,
Konrad

to strive to, BCC, survey to save time, on time, to have time on (one’s) hands
decision maker, interviewee to make time, spare time, to regain (one’s) composure
opportunity, orphan drug to be beside oneself, to get a grip, to be over the moon
to go bananas, to go to pieces, to look on the bright side
Time is money.
No hard feelings.

Unit 9 We are truly sorry
1
Unit 9: We are truly sorry

to acknowledge, inconvenience, settlement, PST, to be up in arms, to get off someone’s back, to go
EST, office supplies, unaffected, glossy, premises, ballistic, umpteenth
distributor, to take something personally, gut to give (s.o.) the benefit of the doubt, cards on the
feeling, to cross the line table, to catch red-handed, monkey business, to
play games with, to get the short end of the stick, to
stretch the truth (extension activity)
Lesson Preview
Speaking Goal: Offer apologies by email
Warm-up Ask:
Do you have to deal with client complaints regularly? Do you have
to deal with internal complaints? Both? Have you received training
! on how to respond to both internal and external complaints? etc.
SG p. 17
acknowledge admit, recognize → acknowledge
inconvenience trouble, problem → inconvenience
settlement resolution → settlement
Ask a volunteer to read the items from the Warm-up. Explain to

students that these are elements for apology emails when
responding to complaints. Ask students to discuss the ideal order.
Ask them whether they believe any element is missing.
[ANSWERS: 3, 2, 1, 5, 7, 6, 4]

offer written apologies in response to complaints. Write it on the
board.
PST Pacific Standard Time, for example, time in Los Angeles → PST
! EST Eastern Standard Time, for example, time in New York → EST
SG p. 17 office supplies paper, pens, paperclips, etc. → office supplies
unaffected not affected → unaffected
glossy shiny → glossy
premises location → premises
distributor supplier → distributor

Unit 9
We are truly sorry

In this lesson, 1 . Acceptance of the complaint
you will … 2. Acknowledgment of the complaint
■ Offer apologies 3. Apologies for the inconvenience
by email 4. End of letter
5. Explanation for the inconvenience /
investigation of the problem
6. Offer for replacement, discount, repair, etc.
7. Proposal for settlement
1a 16 I understand your complaint TRUE FALSE
1 . Elaine works in the PST and Scott works in the EST time zone. � �
2. Scott is calling to complain about a delivery of office furniture. � �
3. Scott ordered the merchandise via the phone. � �
4. Scott insists that the items got damaged on Elaine’s company premises. � �
5. Scott proposes a solution. He is willing to pick up a substitute from
a local distributor. � �
6. Scott is using the merchandise only internally for his own company. � �
7. Scott assumes that Elaine has his phone number. � �
1b In response to your complaint
USEFUL PHRASES
Apologies for inconvenience Explanation / Reasoning Offer for replacement

I / we must apologize for … caused by … we have shipped …
I / we sincerely apologize for … due to … we have mailed …
I / we would like to apologize … owing to … we have credited …
Please accept my apologies for … resulted from … to compensate for …
the cause of …
Acceptance of the complaint End of letter
I / we agree … Proposal for settlement we hope that …
I / we fully understand … to express our regret … we look forward to …
I / we concur with … as a gesture of our ... we apologize …
to show our goodwill ...

2
Offer apologies by email (cont’d.)

Pre-listening
Do you usually respond to complaints in writing? What kind of
complaints do you respond to verbally? In writing? Do you follow
any specific procedures when a complaint is valid and action needs
to be taken? etc.
Tell students that they are going to listen to a voicemail that Scott
from Better Design Printing leaves for Elaine. He is complaining
about a delivery.
Track 16
Listening
Audio Script Ask students to read and determine whether the statements in
Activity 1a are true or false. Play Track 16.
[ANSWERS: 1. T 2. F 3. F 4. F 5. T 6. F 7. T]
Check answers.
! Useful
Expressions
Post-listening / Performance
Pairs. Ask students to look at the useful phrases box in Activity 1b.
SG p. 17 p. 43 Introduce vocabulary as necessary. Have students work together to
write the email Elaine sends to Scott apologizing for the
Sample Emails inconvenience. Ask students to follow the structure established in
p. 45 the Warm-up activity as well as the vocabulary in the useful
phrases box (50 words minimum).
Presentation
2a–b. Ask students what they think the words and expressions mean in the
following examples:
! Don’t take complaints personally.
Follow your gut feeling when responding but be sure to check the
SG p. 18 facts as well.
It is important not to cross the line even if you are right.
take something Assist with vocabulary as needed:
personally react as if it were an attack on you → take something personally
gut feeling intuitive feeling → gut feeling
cross the line behave inappropriately → cross the line
Pre-task
Ask students how they deal with emotional responses to complaints.
Do they take it personally? Do they have a specific method for
dealing with their feelings? Is there anyone who reviews their
responses to complaints?
Task
In Activity 2a, ask students to read the thoughts going on in a
person’s mind when responding to a complaint. Ask them to
transform the unfiltered thoughts into appropriate formal responses
that can be part of an email.

Unit 9
We are truly sorry

In this lesson, 1 . Acceptance of the complaint
you will … 2. Acknowledgment of the complaint
■ Offer apologies 3. Apologies for the inconvenience
by email 4. End of letter
5. Explanation for the inconvenience /
investigation of the problem
6. Offer for replacement, discount, repair, etc.
7. Proposal for settlement
1a 16 I understand your complaint TRUE FALSE
1 . Elaine works in the PST and Scott works in the EST time zone. � �
2. Scott is calling to complain about a delivery of office furniture. � �
3. Scott ordered the merchandise via the phone. � �
4. Scott insists that the items got damaged on Elaine’s company premises. � �
5. Scott proposes a solution. He is willing to pick up a substitute from
a local distributor. � �
6. Scott is using the merchandise only internally for his own company. � �
7. Scott assumes that Elaine has his phone number. � �
1b In response to your complaint
USEFUL PHRASES
Apologies for inconvenience Explanation / Reasoning Offer for replacement

I / we must apologize for … caused by … we have shipped …
I / we sincerely apologize for … due to … we have mailed …
I / we would like to apologize … owing to … we have credited …
Please accept my apologies for … resulted from … to compensate for …
the cause of …
Acceptance of the complaint End of letter
I / we agree … Proposal for settlement we hope that …
I / we fully understand … to express our regret … we look forward to …
I / we concur with … as a gesture of our ... we apologize …
to show our goodwill ...

3

[POSSIBLE ANSWERS: 1. Have you already received the replacement that
we have mailed? 2. I thought we had found a solution last time there was
an issue about this. 3. We will do everything we can to find a solution to
your problem. 4. I think that you should take this matter up with the
shipping company. 5. Thank you so much for accepting this
compensation. 6. You are absolutely right, we are responsible for this.]
! Useful
Post-task Level 5-6
Pairs. In Activity 2b, have students write the answer to Mike’s
SG p. 18 Expressions
email taking Mary’s role. They can invent any missing information
p. 43
(50 words minimum). Have the pairs introduce the character(s) in
front of the class.
Sample Emails
p. 45 P1: The student introduces the character(s) to the instructor.
Post-task Level 7-8

be up in arms Present and practice:
get off someone’s be very angry → be up in arms
back stop bothering someone → get off someone’s back
drive (s.o.) up the greatly annoy or irritate → drive (s.o.) up the wall
wall (rev.) get very angry → go ballistic
go ballistic indefinitely large number in succession → umpteenth
umpteenth
Ask students to transform the following unfiltered thoughts into
appropriate formal sentences:
I am up in arms about this complaint. It is just unfair!
This client needs to get off my back. He is so annoying!
This client is going to drive me up the wall! It’s the fifth time they
have called today!
I am going to go ballistic over this. It’s the umpteenth time that this
shipping company has messed up our order.
Performance
Pairs. Have students rewrite the email from Mary to Mike in

Useful
Activity 2b, rejecting the complaint. After checking with the
Expressions
shipping company, Mary has proof that the shipment arrived
p. 43
undamaged at Mike’s offices (100 words minimum).

Sample Emails what they’ve accomplished and confirm that they have achieved
p. 45 their lesson goal.

Offer apologies by email
2a Let me explain
Unfiltered thought Formal response

“But I told you that we have already mailed
a replacement.”
“I cannot believe that they are complaining

again about the same thing.”
“This is a very difficult case and we probably

cannot get to a solution.”
“It’s the shipping company, not us.”
“I am so glad they accepted our offer for

compensation.”
“Oh no, this really is our fault.”
2b Thank you again for your patience

To: Mary From: Mike Subject: Delayed delivery
Hi Mary,
Can you please let me know your solution for the delayed delivery?
Mike
To: Mike From: Mary Subject: Re: Delayed delivery
Hi Mike,
Apologies …
The investigation took longer than expected …
Let me know if this is an acceptable solution.

Thanks, Mary

to acknowledge, inconvenience to be up in arms, to get off someone’s back, to go ballistic
settlement, PST, EST, office supplies umpteenth, to give someone the benefit of the doubt
unaffected, glossy, premises cards on the table, to catch red-handed, monkey business
distributor, to take something personally to play games with, to get the short end of the stick
gut feeling, to cross the line to stretch the truth

4
Extension 1 Useful Write short email responses to the following complaints.

Expressions - Toy retailer complains to toy manufacturer about recent product
Level 5–6 p. 43 recall.
- Office manager complains to furniture store for delivering the
Sample Emails package without fixtures.
p. 45 - Office manager complains to Internet provider that the
connection is down.
Extension 2 Ask: Have you ever had to question the truth of a complaint?
give (s.o.) the
Level 7–8 benefit of the Present and practice:
doubt assume someone’s innocence due to the absence of proof → give
cards on the table (s.o.) the benefit of the doubt
catch red-handed speak honestly → put the cards on the table
monkey business catch in the act → catch red-handed
play games with deceitful or dishonest activity → monkey business
get the short end not completely honest → play games with
of the stick treated unfairly → get the short end of the stick
stretch the truth exaggerate the facts → stretch the truth
Ask students to discuss how they would apologize if faced with the
following:
You have to take the blame and give the customer the benefit of the
doubt.
You know your client is not putting all of his/her cards on the table.
You have caught your client red-handed.
You know that there is some kind of monkey business involved in
this complaint.
Your client is playing games with you by sending unfair
complaints.
You have received the short end of the stick as you cannot prove
Useful that this complaint has nothing to do with your company.
Expressions You know that this complaint is stretching the truth.
p. 43
Role play. Have students write to a customer who has sent them a
Sample Emails complaint that is stretching the truth. They will need to apologize
p. 45 and maintain a good client relationship.

Offer apologies by email
2a Let me explain
Unfiltered thought Formal response

“But I told you that we have already mailed
a replacement.”
“I cannot believe that they are complaining

again about the same thing.”
“This is a very difficult case and we probably

cannot get to a solution.”
“It’s the shipping company, not us.”
“I am so glad they accepted our offer for

compensation.”
“Oh no, this really is our fault.”
2b Thank you again for your patience

To: Mary From: Mike Subject: Delayed delivery
Hi Mary,
Can you please let me know your solution for the delayed delivery?
Mike
To: Mike From: Mary Subject: Re: Delayed delivery
Hi Mike,
Apologies …
The investigation took longer than expected …
Let me know if this is an acceptable solution.

Thanks, Mary

to acknowledge, inconvenience to be up in arms, to get off someone’s back, to go ballistic
settlement, PST, EST, office supplies umpteenth, to give someone the benefit of the doubt
unaffected, glossy, premises cards on the table, to catch red-handed, monkey business
distributor, to take something personally to play games with, to get the short end of the stick
gut feeling, to cross the line to stretch the truth

Unit 10 I’ll forward your email to my manager
1
Unit 10: I’ll forward your email to my manager

escalation, canteen, uneasy, to cover your back, to to call the shots, to carry the weight, to hold the
loop in, liable, account manager, vendor, cc’d reins, to pull the strings, seal of approval
to take it upon oneself, to have the upper hand, to
lay down the law, to put one’s foot down (extension
activity)
Lesson Preview
Speaking Goal: Forward requests by email
Warm-up Present and practice:

forward to someone higher in the hierarchy, take to the next level of
! escalation authority → escalation
SG p. 19 Ask: Do you have specific escalation rules at your company? Do

you need to escalate in specific cases? If so, which kinds of cases?
Do you need to escalate to specific people? etc.
Ask a volunteer to read the items from the Warm-up. Have students
discuss whether they agree with these guidelines of escalation. Tell
them to imagine that they have received a complaint about
themselves and that the person complaining has asked them to
forward the complaint to their own manager. How do the six
guidelines apply?

forward requests. Write it on the board.
canteen cafeteria → canteen
! uneasy nervous → uneasy
SG p. 19 cover your back protect yourself → cover your back
loop in involve → loop in
liable legally responsible → liable
Pre-listening
Ask: What do you think you need to do if you receive a complaint
requiring legal action? Has this ever happened to you in your
career? etc.

Unit 10
I’ll forward your email to my manager

In this lesson, 1 . Select the correct person to escalate to.
you will … 2. Select the correct hierarchical level to escalate to.
3. Provide a short and precise summary of
■ Forward
the situation.
requests
4. Explain exactly what you need from the person.
by email
5. Follow up to ensure receipt of your email.
6. Keep a formal and respectful tone.
1a 17 A tough situation
1 . Why is Alex in the canteen?
____________________________________________________________________________________
2. What kind of complaint does Alex have to deal with?
____________________________________________________________________________________
3. What does Andy think Alex should do in such a situation?
____________________________________________________________________________________
4. What does Andy mean when he tells Alex he should “cover his back”?
____________________________________________________________________________________
____________________________________________________________________________________
1b I am escalating this to you
To: MHall From: Alex Subject:
Dear Ms. Hall,
Best regards,
Alex

2
Forward requests by email (cont’d.)

Tell students that they are going to listen to a conversation between
two colleagues, Andy and Alex. They work for the same company
but in different departments. Andy gives Alex advice on how to deal
with a client complaint.
Track 17 Listening
Ask students to answer the questions in Activity 1a. Play Track 17.
Audio Script [ANSWERS: 1. Alex came into the canteen earlier than usual because he has
had a crazy day. 2. Alex needs to deal with a tough complaint that may
involve legal action if he doesn’t come up with a solution. 3. Andy thinks
that such a situation requires escalation. 4. Andy means that Alex should
involve his manager and the legal department, so that Alex won’t be
considered liable.]
Check answers.
Post-listening/Performance
Useful
! Expressions
Pairs. Ask students to take the role of Alex and write the email
forwarding the complaint to the manager, completing the message
SG p. 19 p. 43
box in 1b (40-80 words minimum). Ask them whether they would
like to hear Track 17 again before writing the email.
account manager responsible for account→ account manager
! vendor supplier → vendor
SG p. 20 cc’d copied in emails → cc’d
Pre-task
Ask students if they interact a lot with other departments. Do they
need to forward a lot of information internally? What kinds of
information? Do they receive many forwarded requests? What
kinds of requests? Do they forward emails to people outside the
company? What kinds of emails?
Task
Group activity. Have students read the email in Activity 2a silently.
Ask them to analyze Adriana’s email and create recommendations
for Chae-Won on how to apply the six rules of escalation.
[ANSWERS: 1. contact in the purchase department 2. colleague – same
level 3. client email requesting information 4. list of solar software
companies 5. email the same day a few hours later and cc client]
Check answers.
Useful Post-task Level 5-6

Expressions Pairs. In Activity 2b, have students write the forwarded email from
p. 43 Chae-Won to her colleague in the purchasing department. They can
copy any information they want from the initial email in Activity 2a
and invent any missing information (50 words minimum).

Unit 10
I’ll forward your email to my manager

In this lesson, 1 . Select the correct person to escalate to.
you will … 2. Select the correct hierarchical level to escalate to.
3. Provide a short and precise summary of
■ Forward
the situation.
requests
4. Explain exactly what you need from the person.
by email
5. Follow up to ensure receipt of your email.
6. Keep a formal and respectful tone.
1a 17 A tough situation
1 . Why is Alex in the canteen?
____________________________________________________________________________________
2. What kind of complaint does Alex have to deal with?
____________________________________________________________________________________
3. What does Andy think Alex should do in such a situation?
____________________________________________________________________________________
4. What does Andy mean when he tells Alex he should “cover his back”?
____________________________________________________________________________________
____________________________________________________________________________________
1b I am escalating this to you
To: MHall From: Alex Subject:
Dear Ms. Hall,
Best regards,
Alex

3

Make sure that the client is cc’d in the email to show that her
request has been dealt with. Have the pairs share their email with
the rest of the class.
Propose a sentence, for example: I am copying Adriana, our client

contact, so that you can reach out to her directly.
Post-task Level 7-8

call the shots make decisions → call the shots
carry the weight be influential, important, responsible for → carry the weight
hold the reins have complete control → hold the reins
pull the strings influence → pull the strings
seal of approval support, approval from higher authorities → seal of approval
Useful Ask students to forward the email to the person who is in charge.
Expressions Ask them to discuss who in their company they would forward the
p. 43 email to:
Who is the person who calls the shots regarding the supplier
choice?
Who needs to carry the weight of this investment decision?
Who holds the reins at that client’s company?
Who pulls the strings regarding whether they will extend their
project with us?
Do we need the seal of approval from their manager?
Performance
! the customized student goal.
SG p. 20
Useful Pairs. Have students write the response from Chae-Won’s
Expressions colleague, responding directly to Adriana’s request (cc’ing Chae-
p. 43 Won) (40-80 words minimum).

their lesson goal.
Create short forwarded emails requesting the following:

Extension 1 Useful - I need to talk to your manager.
Expressions - Can you please forward my resume and cover letter to your HR
Level 5–6 p. 43 department?
- Please forward my request directly to the decision maker.

Forward requests by email
2a Please forward to the appropriate person
To: chae-won@solplus.co.kr
Subject: Request for potential vendors
From: adriana@spaceage.br
Hello Chae-Won,
I am probably not sending this email to the right person, but since you are my only contact
at SolPlus, I was hoping you could help.
As you know, the software that we currently use to monitor your solar panels comes from
an external vendor, TechBrazil. However, we are now looking for a new vendor that would
be more competitively priced.
Would you or anyone else know of a comparable company that we could turn to? We would
appreciate your help in this matter.
Best regards,
Adriana
2b I am forwarding this to you
To: christie@solplus.com
Subject: Fw: Request for potential vendors
From: chae-won@solplus.co.kr

escalation, canteen, uneasy to call the shots, to carry the weight, to hold the reins
to cover your back, to loop in, liable to pull the strings, seal of approval, to take it upon oneself
account manager, vendor, cc’d to have the upper hand, to lay down the law
to put (one’s) foot down

4
Extension 2 take it upon Present and practice:

oneself do without asking for approval → take it upon oneself
Level 7–8 have the upper have control over → have the upper hand
hand tell people very forcefully and firmly what to do → lay down the
lay down the law law
put one’s foot exert authority to prevent something happening → put one’s foot
down down
Ask: What happens if emails get forwarded or escalated to you?
Ask students to discuss how they would answer the following:

Which escalation cases are you able to take upon yourself?
In which escalation cases do you have to try to have the upper
hand?
For which cases do you need to lay down the law?
In which escalation cases do you need to put your foot down?
Useful Role play. A student receives a request and escalates it to the other
Expressions student who responds. Here are two cases to role-play:
p. 43 1) Employee forwards a client’s request to shipping company due
to delayed delivery
2) Colleague accuses a colleague of bullying and requests to
escalate to HR Department

Forward requests by email
2a Please forward to the appropriate person
To: chae-won@solplus.co.kr
Subject: Request for potential vendors
From: adriana@spaceage.br
Hello Chae-Won,
I am probably not sending this email to the right person, but since you are my only contact
at SolPlus, I was hoping you could help.
As you know, the software that we currently use to monitor your solar panels comes from
an external vendor, TechBrazil. However, we are now looking for a new vendor that would
be more competitively priced.
Would you or anyone else know of a comparable company that we could turn to? We would
appreciate your help in this matter.
Best regards,
Adriana
2b I am forwarding this to you
To: christie@solplus.com
Subject: Fw: Request for potential vendors
From: chae-won@solplus.co.kr

escalation, canteen, uneasy to call the shots, to carry the weight, to hold the reins
to cover your back, to loop in, liable to pull the strings, seal of approval, to take it upon oneself
account manager, vendor, cc’d to have the upper hand, to lay down the law
to put (one’s) foot down

Unit 11 Here is the report you requested
1
Unit 11: Here is the report you requested

methodology, conclusion, satisfaction survey, be that as it may, chickens come home to roost,
reporting lines, work-life balance, coach, to pay dearly for, ripple effect, tit for tat
Q3, allowance by no stretch of the imagination, flight of fancy, to
think on your feet, shot in the dark, to think outside
the box (extension activity)
Lesson Preview
Speaking Goal: Report information in writing
Warm-up Ask:
Do you have to write business reports? Do you need to follow a
specific template? Do you have someone in your company who is
! responsible for writing and/or editing these reports? etc.
SG p. 21
methodology procedure → methodology
findings (rev.) discoveries → findings
conclusion final judgment or decision → conclusion

students that these are the default sections for a formal business
report. Ask them to match the explanations from the right with the
section headings on the left.
[ANSWERS: 1. d 2. a 3. c 4. e 5. b]
Check answers.

report information in written form. Write it on the board.
satisfaction Present and practice:
survey questionnaire that measures satisfaction → satisfaction survey
! reporting lines hierarchical reporting structure → reporting lines
SG p. 21 work-life balance balance between professional and private lives → work-life
premises (rev.) balance
organizational location → premises
chart (rev.) chart showing hierarchical organization → organizational chart
coach trainer → coach

Unit 11
Here is the report you requested

In this lesson, Report Section Description
you will … 1 . Terms of a. The method explains the exact procedure
reference and methodology used to create the report.
■ Report
information 2. Method b. This section includes the actions that the
in writing writer of the report thinks need to be taken
based on the findings and conclusions.
3. Findings c. This section includes the discoveries made

during the investigation for the report.
4. Conclusions d. This section provides background information

on why the report was written. Normally, it
includes the name of the person who
requested the report.
5. Recommendations e. This section provides the logical conclusions

based on the findings.
1a 18 I am sending you the full business report
1 . The ____________________ manager requested the report. a. training

2. All ____________________ employees were interviewed. b. 90
3. Over _________________ % of the employees were highly satisfied with their job. c. HR
4. The biggest problems are due to the factory being ____________________ d. coach
miles away from the closest town. e. 55
5. A ____________________ program needs to be drafted. f. 50
6. Mr. Cole works in Sales and used to be a ____________________ .
1b My recommendations

2
Report information in writing (cont’d.)

Pre-listening
Ask:
Were you aware of the report structure presented in the Warm-up
section? Will you be using this structure for future reports? Will
you only be using specific sections in the future? How does it
compare to the structure you currently use? etc.
Tell students that they are going to listen to a business report

written by an intern in the HR Department. The intern is reading
the report.
Track 18 Listening
Ask students to fill in the gaps with the items in the right column of
Audio Script Activity 1a. Play Track 18.
[ANSWERS: 1. c 2. e 3. b 4. f 5. a 6. d]
Check answers.
! Useful Pairs. Ask students to listen to Track 18 again. In Activity 1b, ask
SG p. 21 Expressions them to write their own recommendations as to what to do based on
p. 43 the findings and conclusions in the audio report. Tell students that
this is the only section of the report that is based on the writer’s
opinion rather than hard facts (50 words minimum).
Q3 third quarter including July, August, September → Q3
! allowance daily travel budget → allowance
SG p. 22
Pre-task
Ask students to remember the business report structure from the
Warm-up section, or refer to it in the SG if necessary. Ask them to
think of the audio example. Ask:
Do you feel there are overlaps between the sections? What are the
main differences among findings, conclusions, and
recommendations?
Task
Ask students to read the report sections in Activity 2a silently. Ask
them to work in pairs and think of at least one example for each of
the following: a. findings b. conclusions c. recommendations.
Post-task Level 5-6

Useful Pairs. Have students fill in the business report in Activity 2b.
Expressions Students should assume that they are writing a report on an annual
p. 43 gala event for the director of a charity, or any topic relevant to
their workplace.

Unit 11
Here is the report you requested

In this lesson, Report Section Description
you will … 1 . Terms of a. The method explains the exact procedure
reference and methodology used to create the report.
■ Report
information 2. Method b. This section includes the actions that the
in writing writer of the report thinks need to be taken
based on the findings and conclusions.
3. Findings c. This section includes the discoveries made

during the investigation for the report.
4. Conclusions d. This section provides background information

on why the report was written. Normally, it
includes the name of the person who
requested the report.
5. Recommendations e. This section provides the logical conclusions

based on the findings.
1a 18 I am sending you the full business report
1 . The ____________________ manager requested the report. a. training

2. All ____________________ employees were interviewed. b. 90
3. Over _________________ % of the employees were highly satisfied with their job. c. HR
4. The biggest problems are due to the factory being ____________________ d. coach
miles away from the closest town. e. 55
5. A ____________________ program needs to be drafted. f. 50
6. Mr. Cole works in Sales and used to be a ____________________ .
1b My recommendations

3

Post-task Level 7-8
be that as it may this may be true, but → be that as it may
chickens come bad things done in the past that are causing problems now →
home to roost chickens come home to roost
pay dearly for obtain something at a high cost or great effort → pay dearly for
ripple effect have an effect that can cause a further, lesser effect → ripple effect
tit for tat injury or insult given in return for one received → tit for tat
Ask students to rewrite the following recommendations using the

idioms they just learned:
This may be true, but we need to change the training program to
accommodate all newcomers.
If we do not solve this now, this might grow into a bad situation
and cause problems for us in the future.
If we do not increase the security of the facility, we might have to
spend a lot more money and time later.
If we do not find the cause of the discrepancies between the
expense report and the submitted receipts, it will have a series of
additional negative consequences on the company finances.
Our employees will not perform better unless we improve their
employment benefits.
Performance
! Have students write a short report on their company’s activities in

SG p. 22 Useful the last 12 months, or any other work-related subject: include past
Expressions information, present situation, and future recommendations (40-80
p. 43 words).

their lesson goal.
Extension 1 Useful Tell students to write a full business report on, for example:
Expressions - Increase in sales after social media campaign
Level 5–6 p. 43
Tell students that they are free to choose a subject relevant to them
and that they can invent any missing information.

Report information in writing
2a Let me explain
Terms of Reference
Jordon Grey, finance manager, has requested this report on the sales team’s travel
expenses in Q3 of this year. He received this report on December 15.
Method
All expense reports filed with the accounting department have been reviewed:
• to verify the filing of all related receipts and documentation.
• to verify whether all daily allowance limits and purchasing rules have been respected.
2b Attached please find the report
New Template File Edit View Insert Format Table Tools Windows Help
Default Calibri 12 B I abc U
Terms of Reference
____________________________________________________________________________
Method
____________________________________________________________________________
Findings
1. _________________________________________________________________________
2. _________________________________________________________________________
Conclusions
1. _________________________________________________________________________
2. _________________________________________________________________________
Recommendations
1. _________________________________________________________________________
2. _________________________________________________________________________

methodology, conclusion, satisfaction survey to pay dearly for, ripple effect, shot in the dark
reporting lines, work-life balance, coach tit for tat, flight of fancy, to think outside the box
Q3, allowance by no stretch of the imagination, to think on your feet
Be that as it may, ...
Chickens come home to roost.

4
Extension 2 Present and practice:

by no stretch of however hard you may try to believe
Level 7–8 the imagination → by no stretch of the imagination
flight of fancy idea that is very imaginative but not practical → flight of fancy
think on your feet capable of adjusting rapidly to new developments
shot in the dark → think on your feet
think outside the complete guess → shot in the dark
box find innovative solutions→ think outside the box
Say: As discussed, the last part of the report is based on personal

interpretation and opinion.
Ask students to reformulate the following recommendations from a

business report into a more verbal, idiomatic way based on the
expressions they just learned:
In spite of our many efforts, we cannot satisfy all demands made in
the investigation.
Some of the employees had very good ideas, but this specific
proposal is completely imaginative without practical meaning!
We need to adjust rapidly to the new developments to increase the
general employee satisfaction level.
The social media campaign was a complete guess but very
successful – we should invest even more money in that.
Our marketing team needs to find several innovative solutions to
address all of our diverse target groups within the follow-up
marketing campaign.
Students should formulate written recommendations based on the

thoughts above.

Report information in writing
2a Let me explain
Terms of Reference
Jordon Grey, finance manager, has requested this report on the sales team’s travel
expenses in Q3 of this year. He received this report on December 15.
Method
All expense reports filed with the accounting department have been reviewed:
• to verify the filing of all related receipts and documentation.
• to verify whether all daily allowance limits and purchasing rules have been respected.
2b Attached please find the report
Terms of Reference
____________________________________________________________________________
Method
____________________________________________________________________________
Findings
1. _________________________________________________________________________
2. _________________________________________________________________________
Conclusions
1. _________________________________________________________________________
2. _________________________________________________________________________
Recommendations
1. _________________________________________________________________________
2. _________________________________________________________________________

methodology, conclusion, satisfaction survey to pay dearly for, ripple effect, shot in the dark
reporting lines, work-life balance, coach tit for tat, flight of fancy, to think outside the box
Q3, allowance by no stretch of the imagination, to think on your feet
Be that as it may, ...
Chickens come home to roost.

Unit 12 Please find the document attached
1
Unit 12: Please find the document attached

exchange rate, to gauge, recovery, to contract, to nine times out of ten, half the battle, number
forecast cruncher, zero tolerance
to explore all avenues, to get off the ground, to go
the extra mile, to keep (one’s) fingers on the pulse,
ahead of the pack, to take matters into (one’s) own
hands (extension activity)
Lesson Preview
Speaking Goal: Refer to information by email
Warm-up Ask:
Do you send and receive email attachments regularly? What type of
documents do you send by email? Are you aware of any restrictions
! when receiving or sending attachments? etc.
SG p. 23
Ask a volunteer to read the items from the Warm-up. Ask students
to discuss the limitations and recommendations for the four
different aspects of attachments.
[POSSIBLE ANSWERS: 1. There can be document type restrictions or some
documents can be attached but not opened by the recipient if he/she does
not have the correct software. 2. There is a wide range of restrictions, for
instance, Gmail has a limit of 25 MB per email. 3. Some recipients only
accept attachments from known senders. 4. Some recipients have to run a
virus scan before they can open an attachment.]
Check answers.

refer to information in and outside the email.
exchange rate value of currency against another currency → exchange rate
! gauge indicator → gauge
SG p. 23 recovery improvement → recovery
contract shrink, decrease → contract
forecast prediction → forecast
Pre-listening
Do you need to get external information to make decisions? Do you
need to report specific external information to a person who makes
decisions? etc.

BerlitzEnglish Professional Modules / Business Writing / Unit 12 06-22-14
Unit 12
Please find the document attached

In this lesson,
you will … 1 . Document type
■ Refer to 2. Document size
information 3. Sender
by email
4. Scans
1a 19 Further to the news report
1 . The Canadian dollar ____________________versus the euro due to a. sank

US business activity being lower than forecasted. b. rose
2. The yen is in a ____________________ position than the Canadian a. weaker

dollar. b. stronger
3. The Russian ruble reached the ____________________ level versus a. weakest

the euro. b. strongest
4. The Australian dollar is experiencing ____________________ . a. losses

b. gains
1b In reference to the news report
USEFUL PHRASES
In reference to … Concerning … In the matter of …

As per … Regarding … In relation to …
Further to … In relation to … Relating to …
Based on … As regards … In connection with …
With regard to … With respect to …
According to … On the subject of …

2
Refer to information by email (cont’d.)

Tell students that they are going to listen to a news report on the
current movements of exchange rates. The main goal is to
understand the movement of the different currencies.
Track 19
Listening
Audio Script Ask students to select the correct word from the gap column in
Activity 1a. Play Track 19.
[ANSWERS: 1. sank, 2. stronger, 3. weakest, 4. gains]
Check answers.
! Useful Pairs. Ask students to look at the useful phrases box in Activity 1b.
SG p. 23 Expressions Have students work together to write an email to the Accounting
p. 43 Department to delay selling the investments in yen as the value
might still increase (50 words minimum). Ask students to refer to
the news report using the script.
2a–b. Pre-task
Ask students which types of documents they usually attach or
receive. Ask:
! Has it ever happened that you could not open a file or find the
SG p. 24 attached information that was referred to in the email? What did
you do?
Task
Ask students to look at the document types in Activity 2a and match
them with expressions that can be used to describe them without
naming the brand.
[ANSWERS: 1. c 2. b 3. e 4. d 5. a]
Check answers.
Post-task Level 5-6

Useful Pairs. In Activity 2b, have students write the answer to Hillary’s
Expressions email taking Chris’s role. They can invent missing information.
p. 43 Have students imagine that Chris wanted Hillary to take a look at
Sheet 2 of the spreadsheet to check the underlying calculations and
formulas (50 words minimum).
Post-task Level 7-8

Ask students to infer the meaning of the following expressions:
Nine times out of ten, he doesn’t read my emails.
If he only read my emails, it would be half the battle!
He is a great number cruncher but he does need to read my emails
to understand what I mean.
I have zero tolerance for his not taking the time to read my emails.

Unit 12
Please find the document attached

In this lesson,
you will … 1 . Document type
■ Refer to 2. Document size
information 3. Sender
by email
4. Scans
1a 19 Further to the news report
1 . The Canadian dollar ____________________versus the euro due to a. sank

US business activity being lower than forecasted. b. rose
2. The yen is in a ____________________ position than the Canadian a. weaker

dollar. b. stronger
3. The Russian ruble reached the ____________________ level versus a. weakest

the euro. b. strongest
4. The Australian dollar is experiencing ____________________ . a. losses

b. gains
1b In reference to the news report
USEFUL PHRASES
In reference to … Concerning … In the matter of …

As per … Regarding … In relation to …
Further to … In relation to … Relating to …
Based on … As regards … In connection with …
With regard to … With respect to …
According to … On the subject of …

3

nine times out of Introduce as necessary:
ten usually → nine times out of ten
half the battle significant part of the work/effort → half the battle
number cruncher someone very good at working with numbers → number cruncher
zero tolerance not accepted, not even once → zero tolerance
Pairs. Tell students to imagine that, based on the answer to their

email, they can tell that the recipient just opened the attachment but
never really read the email describing where to find what was
needed. Have students discuss with each other which strategies they
use in their job to be sure that their recipients read their entire
message, and create an email using those strategies (80 words
minimum).
! Performance
SG p. 24 Elicit the lesson goal from students, or remind them of it and point
Useful Pairs. Have students rewrite the email from Chris to Hillary in
Expressions Activity 2b. Chris has actually explained in detail where Hillary
p. 43 can find what she needs, but Hillary seemed not to have read the
email (40-80 words minimum).

their lesson goal.
Extension 1 Write short emails to indicate that you are attaching the following:
- Table and calculations in spreadsheet (table on Sheet 1 and
Level 5–6 calculations in Sheet 2)
- Editable text document and non-editable PDF file, respectively.
Extension 2 Ask: Have you ever found information from outside the company
explore all that contributed to the company’s success?
Level 7–8 avenues
get off the ground Present and practice:
go the extra mile try out every possibility to get a solution → explore all avenues
keep (one’s) put into operation → get off the ground
fingers on the do more than expected → go the extra mile
pulse always aware of the most recent events/developments → keep
ahead of the pack (one’s) fingers on the pulse
take matters into better or more successful than competitors → ahead of the pack
(one’s) own take action yourself rather than waiting for others to intervene
hands → take matters into your own hands
92 BerlitzEnglish Professional Modules / Business

©2014 Berlitz Writing
Languages, Inc. / Unit 12 06-22-14
Refer to information by email
2a Is it a table or a graph?
Document type Referring

1 . spreadsheet a. scan, image
2. text document b. report, editable text
3. presentation slides c. table, graph, image, formula
4. PDF file d. report, uneditable text
5. scanned image files e. presentation
2b I cannot find the information you are referring to
To: Chris From: Hillary Subject: Missing inventory chart
Hi Chris!
In your email, you refer to a certain chart comparing the inventory with the projected needs.
Where can I find it?
Hillary
To: Hillary From: Chris Subject: Re: Missing inventory chart
Hi Hillary!
My apologies. I should have been more specific.
Please open
Thanks,
Chris

exchange rate, to gauge, recovery nine times out of ten, half the battle, number cruncher
to contract, to forecast zero tolerance, to explore all avenues, to get off the ground
to go the extra mile, to keep (one’s) fingers on the pulse
ahead of the pack, to take matters into (one’s) own hands

4
Useful Ask students to discuss how they will refer to a news article on the
Expressions importance of social media in remaining competitive using the
p. 43 expressions taught in the unit.
Have students write an email to their colleagues explaining the

importance of adopting social media marketing strategies.

Refer to information by email
2a Is it a table or a graph?
Document type Referring

1 . spreadsheet a. scan, image
2. text document b. report, editable text
3. presentation slides c. table, graph, image, formula
4. PDF file d. report, uneditable text
5. scanned image files e. presentation
2b I cannot find the information you are referring to
To: Chris From: Hillary Subject: Missing inventory chart
Hi Chris!
In your email, you refer to a certain chart comparing the inventory with the projected needs.
Where can I find it?
Hillary
To: Hillary From: Chris Subject: Re: Missing inventory chart
Hi Hillary!
My apologies. I should have been more specific.
Please open
Thanks,
Chris

exchange rate, to gauge, recovery nine times out of ten, half the battle, number cruncher
to contract, to forecast zero tolerance, to explore all avenues, to get off the ground
to go the extra mile, to keep (one’s) fingers on the pulse
ahead of the pack, to take matters into (one’s) own hands

Unit 13 Best regards
1
Unit 13: Best regards

instruction, out of stock, refund, to fine-tune, to to build bridges, to see eye to eye, to know inside
object to, to get around/round to, to look forward out, significant other, to be on nodding terms,
to, to get used to speed networking (extension activity)
HR Department, Legal Department, to sign off on
Lesson Preview
Speaking Goal: Choose the appropriate email ending
Warm-up Ask:
How do you end an email? Does this depend on the purpose of the
email? How does your relationship with the recipient of the email
! influence the closing wording? Do you sometimes skip the closing
SG p. 25 by writing one-line emails? etc.

students that these are closings that can be categorized into
business and personal. Ask students to mark accordingly.
[ANSWERS: 1. Business 2. Business 3. Personal 4. Business
5. Personal 6. Personal]
Check answers.
Now ask students to sort the business as well as personal closings

from most to least formal.
[ANSWERS: Business: 1, 2, 4; Personal: 5, 6, 3]

choose the appropriate email ending. Write it on the board.
SG p. 25 instruction guideline → instruction
out of stock goods are currently unavailable → out of stock
refund give money back → refund
Pre-listening
Do you always use the same endings or do you vary per email
content and/or recipient? etc.
Tell students that they are going to listen to five short emails from
different people about different subjects.

Unit 13
Best regards
In this lesson, Business Personal Formality
ranking
you will … 1. Best regards, Kind regards, Regards, Kindest regards,
■ Choose the 2. Best, Yours respectfully, Wishing you well,
appropriate 3. Hugs, See you later,
email ending
4. Take care, Until next time, Thanks,
5. Truly, Faithfully yours, Always,
6. Your friend, Affectionately, Much love,
1a Regards
20 Email A:
21 Email B:
22 Email C:
23 Email D:
24 Email E:
1b Best wishes
USEFUL PHRASES
Formal Informal
Best wishes, With anticipation, Cheers, With smiles,
Kind thanks, Warm greetings, Eternally yours, With love and hope,
Many thanks, With appreciation, Goodbye, Yours lovingly,
Most heartily, With confidence, Have fun, Your colleague,
Respectfully yours, Yours respectfully, Love always,
Sincerely yours, Yours sincerely, Missing you,
Thanking you, See you soon,
With regards, Take care,

2
Choose the appropriate email ending (cont’d.)

Listening
Play Tracks 20-24. Ask students to choose an appropriate ending
! from the Warm-up activity for each email (or come up with their
SG p. 25 own ideas) in the table in Activity 1a.
[POSSIBLE ANSWERS: Email A: Wishing you well, Email B: Kindest
Tracks 20-24 regards, Email C: Until next time, Email D: Thanks, Email E: Take care]
Check answers.
Audio Script
Pairs. Ask students to look at the useful phrases box in Activity 1b
and find an alternative ending to the five emails in the table in
Activity 1a.
fine-tune Present and practice:
SG p. 26 object to adjust, tweak → fine-tune
get around/round disagree with, disapprove of → object to
to find the time to → get around/round to
look forward to to think of a future event with anticipation → look forward to
get used to get accustomed to → get used to
Pre-task
Ask students whether they fine-tune the closing of an email based
on the opening, the content, or both. What does the tone of the
ending depend on? [SUGGESTED ANSWER: both the opening and the
content]
Task
! Ask students to categorize the openings from very formal to very
SG p. 26 informal in Activity 2a.
[ANSWERS: 1. Formal 2. Very formal 3. In-between 4. Informal 5. Very
informal]
Ask students to discuss which closings from Activity 1b match the

email openings from Activity 2a.
[POSSIBLE ANSWERS: 1. Best regards 2. Sincerely yours 3. Thank you
4. Cheers 5. Yours lovingly]
Check answers.
Post-task Level 5-6

! Pairs. Ask students to match an action-oriented email closing based
on the contents of the original email in Activity 2b.
SG p. 26
[ANSWERS: a. 5 b. 1 c. 3 d. 4 e. 2]
Check answers.
P1: The student reads the email response(s) to the instructor.

Unit 13
Best regards
In this lesson, Business Personal Formality
ranking
you will … 1. Best regards, Kind regards, Regards, Kindest regards,
■ Choose the 2. Best, Yours respectfully, Wishing you well,
appropriate 3. Hugs, See you later,
email ending
4. Take care, Until next time, Thanks,
5. Truly, Faithfully yours, Always,
6. Your friend, Affectionately, Much love,
1a Regards
20 Email A:
21 Email B:
22 Email C:
23 Email D:
24 Email E:
1b Best wishes
USEFUL PHRASES
Formal Informal
Best wishes, With anticipation, Cheers, With smiles,
Kind thanks, Warm greetings, Eternally yours, With love and hope,
Many thanks, With appreciation, Goodbye, Yours lovingly,
Most heartily, With confidence, Have fun, Your colleague,
Respectfully yours, Yours respectfully, Love always,
Sincerely yours, Yours sincerely, Missing you,
Thanking you, See you soon,
With regards, Take care,

3

Post-task Level 7-8
Have students practice email closings using the expressions they
just learned.
[POSSIBLE ANSWERS: Looking forward to seeing you next week, get used
to hearing more often from me, I object to the idea but let’s discuss when
we meet, we need to get round to meeting soon]
Performance
! Elicit the lesson goal from students, or remind them of it and point
SG p. 26 it out on the board.
Useful Have students write an email to a client overseas. Set or adapt the
Expressions purpose/scenario according to the customized student goal. Ensure
p. 43 Level 5-6 students to use the expressions from the Unit (50 words
minimum). Encourage Level 7-8 students to use the alternative
expressions (100 words minimum).

their lesson goal.

department whose responsibilities include payroll, benefits, hiring,
Level 5–6 HR Department firing, etc. → HR (Human Resources) Department
Legal department that handles a wide variety of legal issues that come up
Department in business → Legal Department
sign off on approve of → sign off on
Write short email responses to the following emails using action-

oriented endings.
- Student requesting an extension for a report to his/her professor
- Employee requesting vacation days from the HR Department
- Legal Department requesting changes to the contract before
signing off on it

exaggerate to a point where the truth is compromised
Level 7–8 stretch the truth → stretch the truth
(rev.) help mutual cooperation and understanding → build bridges
build bridges agree → see eye to eye
see eye to eye know very well → know inside out
know inside out partner, spouse → significant other
significant other know someone superficially and just enough to say “hello” when
to be on nodding you meet → to be on nodding terms
terms making a potential business contact by briefly contacting a series of
speed networking people → speed networking
100 BerlitzEnglish E-mail ©2014

& Business Writing /Inc.
Berlitz Languages, Unit 13 06-22-14
Choose the appropriate email ending
2a Thanks
Very Formal Formal In-between Informal Very informal
1 . Dear Mr. or Ms. ...,
2. Dear Sir or Madam,
3. Dear Hanako,
4. Hi François,
5. My dearest Anika,
Beginning Ending
1. Dear Mr. or Ms. ..., ______________________________________________________
2. Dear Sir or Madam, ______________________________________________________
3. Dear Hanako, ______________________________________________________
4. Hi François, ______________________________________________________
5. My dearest Anika, ______________________________________________________
2b Looking forward to …
Email Action-oriented wrap-up

a. Report attached 1 . Looking forward to a swift resolution of the problem.
b. Apology 2. Looking forward to our meeting.
c. Event schedule 3. Looking forward to the conference.
d. Detailed questions 4. Please do not hesitate to contact me if you have further questions.
e. Meeting request 5. Thanks for sending me the revised report draft by Friday.

instruction, out of stock, refund, to fine-tune to build bridges, to see eye to eye
to object to, to get around to, to look forward to to know inside out, significant other
to get used to, HR Department, Legal Department to be on nodding terms, speed networking
to sign off on
4

Role play. Have students write an email closing to a customer who
has written with a valid complaint. They need to apologize and
maintain a good client relationship.
Ask students which type of closing they would choose for the
following relationships:
You need to build bridges between your company and the recipient
company.
You do not see eye to eye with the recipient and request an
alternative solution.
You know the other person inside out and are aware that he/she
likes to be treated with respect.
You are on nodding terms with someone but you need to become
friends fast.
You need to invite the significant other of your supervisor directly
to the surprise party you are planning.
You are speed networking by email, and you are sending out mass
emails to contact as many people as possible.

Choose the appropriate email ending
2a Thanks
Very Formal Formal In-between Informal Very informal
1 . Dear Mr. or Ms. ...,
2. Dear Sir or Madam,
3. Dear Hanako,
4. Hi François,
5. My dearest Anika,
Beginning Ending
1. Dear Mr. or Ms. ..., ______________________________________________________
2. Dear Sir or Madam, ______________________________________________________
3. Dear Hanako, ______________________________________________________
4. Hi François, ______________________________________________________
5. My dearest Anika, ______________________________________________________
2b Looking forward to …
Email Action-oriented wrap-up

a. Report attached 1 . Looking forward to a swift resolution of the problem.
b. Apology 2. Looking forward to our meeting.
c. Event schedule 3. Looking forward to the conference.
d. Detailed questions 4. Please do not hesitate to contact me if you have further questions.
e. Meeting request 5. Thanks for sending me the revised report draft by Friday.

instruction, out of stock, refund, to fine-tune to build bridges, to see eye to eye
to object to, to get around to, to look forward to to know inside out, significant other
to get used to, HR Department, Legal Department to be on nodding terms, speed networking
to sign off on
Unit 14 To whom it may concern
1
Unit 14: To whom it may concern

to abide by, to allow for, to frown upon, to look up to set up a meeting, to run a meeting
to, to rely on, to set aside change of heart, mixed feelings,
not to turn a hair, to save face (extension activity)
Lesson Preview
Speaking Goal: Set the right tone in emails
Warm-up Say:
We use different styles in emails in different circumstances. What
does the style depend on (the recipient, the subject matter, the
! desired outcome, etc.)? etc.
SG p. 27
to discuss whether the statements are true or false and to correct
the false ones.
[ANSWERS: 1: True 2: True 3: False – a closer relationship usually allows
for a less formal style 4: True 5: True]
Check answers.

find the right written tone. Write it on the board.
abide by follow, obey → abide by
! allow for take into consideration → allow for
SG p. 27 frown upon disapprove → frown upon
look up to respect → look up to
rely on count on → rely on
set aside reserve → set aside
If time allows, ask students to create sentences using the new

expressions.
Pre-task
Ask: Do you review your emails to fine-tune the style? Do you
know how to identify the style of emails you receive? What style of
emails do you typically receive? etc.
Unit 14
To whom it may concern

In this lesson, 1 . The usage of informal versus formal style depends on the case.
you will … 2. Business correspondence tends to require formal style.
3. Using informal style in business is appropriate to develop a
■ Set the right closer relationship.
tone in emails
4. Emails are more likely to be informal than paper-based
correspondence.
5. If in doubt, it is best to use formal style.
1a I’ll get back to you in no time
Formal Informal
1 . Dear George, a. All the best,
2. Thank you for writing to me. b. Hello George
3. In reply to your email, please find attached the details. c. I’m attaching more info.
4. We are able to confirm receipt. d. I’d appreciate an answer from you.
5. Please find attached further information. e. I’ll get back to you in no time.
6. Thank you in advance for your answer. f. Looking forward to our meeting.
7. I will answer you shortly. g. Re: your email, I’m sending you the details.
8. I am looking forward to meeting you. h. Thanks for getting back to me.
9. Best regards, i. We can confirm that it arrived.
1b No worries
Informal expressions Formal alternative

1 . “Trust me; we’ll take care of it.”
2. “Send it to me now; I needed it yesterday.”
3. “Good news!”
4. “Unfortunately, we cannot help.”
5. “I promise to send an answer fast.”
6. “You can’t be serious.”
7. “I need to speak to your boss.”
2
Set the right tone in emails (cont’d.)

Task
! Explain to students that Activity 1a contains formal email
SG p. 27 expressions in the left column. Ask them to match the informal
equivalent from the right column.
[ANSWERS: 1. b 2. h 3. g 4. i 5. c 6. d 7. e 8. f 9. a]
Check answers.
Pairs. Ask students to look at the informal thoughts in Activity 1b.
Ask them to reformulate those thoughts into a style that can be used
in business writing.
[POSSIBLE ANSWERS: 1. We are taking the issue very seriously and are
doing our best to resolve it as quickly as possible. 2. Please send it to me
at your earliest convenience. 3. We are happy to inform you that … 4. We
regret to have to inform you that … 5. This is to inform you that you will
receive our reply shortly. 6. Kindly review the case; there seems to be a
misunderstanding. 7. Please escalate the case.]
Check answers.
Pre-listening
2a–b. Are there cases where you prefer informal over formal style?
Where informal style is more appropriate?
! Tell students that they are going to listen to two emails on the same
SG p. 28 subject. The first one is formal; the second one is informal. Ask
students to prepare to take notes during the audio track.
Task
Tracks 25-26 Ask students to fill in the table in Activity 2a. Play Tracks 25-26.
[ANSWERS:
Greeting: Dear; Hi
Audio Script
Opening line: Further to; Thanks
Main message: I would like to inform you; Just a quick note to tell you
Wrap-up: Please let me know at your earliest convenience; Can
you get back to me a.s.a.p.?
Closing: Best regards; Best
Signature: Simon Anderson; Samantha]
Check answers.

Useful Pairs. Have students write the answer to both emails adopting the
Expressions appropriate style (40 words minimum each). Offer to listen again
p. 43 as needed.
P1: The student reads the emails to the instructor.

Unit 14
To whom it may concern

In this lesson, 1 . The usage of informal versus formal style depends on the case.
you will … 2. Business correspondence tends to require formal style.
3. Using informal style in business is appropriate to develop a
■ Set the right closer relationship.
tone in emails
4. Emails are more likely to be informal than paper-based
correspondence.
5. If in doubt, it is best to use formal style.
1a I’ll get back to you in no time
Formal Informal
1 . Dear George, a. All the best,
2. Thank you for writing to me. b. Hello George
3. In reply to your email, please find attached the details. c. I’m attaching more info.
4. We are able to confirm receipt. d. I’d appreciate an answer from you.
5. Please find attached further information. e. I’ll get back to you in no time.
6. Thank you in advance for your answer. f. Looking forward to our meeting.
7. I will answer you shortly. g. Re: your email, I’m sending you the details.
8. I am looking forward to meeting you. h. Thanks for getting back to me.
9. Best regards, i. We can confirm that it arrived.
1b No worries
Informal expressions Formal alternative

1 . “Trust me; we’ll take care of it.”
2. “Send it to me now; I needed it yesterday.”
3. “Good news!”
4. “Unfortunately, we cannot help.”
5. “I promise to send an answer fast.”
6. “You can’t be serious.”
7. “I need to speak to your boss.”
3
table a discussion Post-listening Level 7-8

(rev.) Present and practice:
set up a meeting postpone a discussion → table a discussion
run a meeting make arrangements for a meeting→ set up a meeting
lay on the table conduct a meeting → run a meeting
(rev.) present a matter for discussion → lay on the table
Have students role-play the following situation: the email about the
Useful audio recording never arrived and they are waiting for the reply.
Expressions Ask them to write one polite and one pushy email to request the
p. 43 document upload. Since it is urgent, have students request a
meeting to discuss the matter using the expressions introduced
above.
Performance
Useful Pairs. Have students write a formal email of complaint to an
Expressions important supplier about a delayed item (50 words minimum).
p. 43
their lesson goal.
Extension 1 Useful Write short formal and informal emails about the following
Expressions subjects:
Level 5–6 p. 43
- Requesting information
- Giving information
- Requesting a meeting

get a grip (rev.) control your feelings → get a grip on oneself
Level 7–8 change of heart change in attitude→ change of heart
mixed feelings have conflicting emotions → mixed feelings
not turn a hair show no emotion → not turn a hair
save face take action to avoid humiliation or embarrassment → save face
Ask students to discuss how they would communicate the following

situations in a formal email:
" You have a colleague who needs to get a grip on

him/herself to become the CEO. This is in your interest, as
he/she would promote you as well.
108 BerlitzEnglish E-mail ©2014

& Business Writing /Inc.
Berlitz Languages, Unit 14 09-18-14
Set the right tone in emails
2a Just to inform you
25 Formal 26 Informal
Greeting
Opening line
Main message
Wrap-up
Closing
Signature
2b In response to / Re: your email
Correspondence Reader
Dear Mr. Anderson,
Hello Samantha,

to abide by, to allow for, to frown upon to run a meeting, not to turn a hair
to look up to, to rely on, to set aside change of heart, mixed feelings, to save face
4
" You need to let the HR Department know that you had a
change of heart concerning a new candidate. You have
mixed feelings about hiring the new candidate, as his/her
references were not very positive.
" You are unclear how your client will react because last
time, he/she did not turn a hair when receiving your offer.
However, you need to find out to save face in front of your
manager.

Set the right tone in emails
2a Just to inform you
25 Formal 26 Informal
Greeting
Opening line
Main message
Wrap-up
Closing
Signature
2b In response to / Re: your email
Dear Mr. Anderson,
Hello Samantha,

to abide by, to allow for, to frown upon to run a meeting, not to turn a hair
to look up to, to rely on, to set aside change of heart, mixed feelings, to save face
Unit 15 She has over 15 years of experience
1
Unit 15: She has over 15 years of experience

bio, internationalization, CMO, beverage, to to play second fiddle, to learn the tricks of the
graduate from, competitive edge, to advise against, trade, glass ceiling, above and beyond
to appeal to, to focus on at all costs, going places, blood, sweat and tears, to
hang on by one’s fingernails, to make headway
Lesson Preview
Speaking Goal: Present your education and experience by email
Warm-up Write the word bio on the board and ask students to define it.
bio
[ANSWER: an abbreviated or short version of a resume/CV]
Ask: Do you have a professional bio? For which purpose: company
! website, book cover, proposals, tenders, blogs? etc.
SG p. 29 Ask a volunteer to read the items from the Warm-up. Ask students
to discuss whether these elements should be part of a professional
bio.
[ANSWERS: 1. Yes 2. Depends 3. Yes 4. Yes 5. Depends 6. Depends 7.
Yes 8. Depends]
Check answers.
Explain that 2, 5, 6, and 8 depend on whether the item is relevant to
the profile. For instance, an award in car racing might be
interesting for a creative profile but not for an investment banker
profile as it communicates high risk.
present your education and experience in written form. Write it on
the board.
Presentation
process of increasing involvement of companies in international
SG p. 29 internationali- markets → internationalization
zation Chief Marketing Officer → CMO
CMO drink → beverage
beverage complete an academic course at → graduate from
graduate from advantage over competitors → competitive edge
competitive edge
Pre-listening
In your bio, do you include each individual academic title you have
earned? Why, or why not?
Do you include each individual professional experience? etc.
Unit 15
She has over 15 years of experience

In this lesson, 1. Accomplishments
you will … 2. Awards and prizes
3. Current position
■ Present your
4. Formal education
education and
5. Hobbies
experience by
6. Pets
email
7. Professional experience
8. Sports achievements
1a Let me present …
27 Mr. Johnson 28 Ms. Wilson

1 . Who is the academic?
2. Who has the higher level of education?
3. Who is more experienced in the business environment?
4. Who achieved the sales increase?
5. Who works in the beverage industry?
6. Who has lived in a non-English speaking country?
7. Who has published a bestseller?
1b He has a long track record
USEFUL PHRASES
Current position Professional background Professional achievements

He / she works in the ... Department. He / she gained his / her He / she managed to increase
His / her most recent position was … experience at … company sales by ... %.
His / her current role is … He / she led the ... team. He / she was promoted to ...
He / she works for … He / she has ample within a few months.
experience in … Awards and prizes
Formal education
After a position with ..., He / she won the ... award.
He / she completed his / her
he / she joined ... He / she was awarded the …
degree in …
He / she has a strong track
He / she completed training in …
record as …
He / she graduated (in 2000) as ...
2
Present your education and experience by email (cont’d.)
Tell students that they are going to listen to the moderator of the
Brand Internationalization Strategies training session introducing
two trainers.
! Listening
Ask students to match the questions in Activity 1a with the two
SG p. 29 trainers. Play Tracks 27-28.
[ANSWERS: 1. W 2. W 3. J 4. J 5. J 6. W 7. W]
Tracks 27-28 Check answers.
Audio Script Post-listening/Performance

Pairs. Ask students to look at the useful phrases box in Activity 1b.
Ask them to work in pairs to write their respective professional
bios. Ask them to read their bios to the rest of the class for feedback
(80 words minimum).
Presentation
advise against recommend not to → advise against
SG p. 30 appeal to be attractive or interesting → appeal to
focus on concentrate on → focus on
Pre-task
Ask students in which cases they think long or short bios are
appropriate. Ask them to discuss the following advice on writing
bios:
We advise against including private information in bios. Bios
should appeal to their readers and be edited accordingly. Bios
should focus on the most important education, experience, and
achievements.
Task
! Ask students to look at the table and elicit the task from them: to
agree on and write down the names of famous people of their
SG p. 30
choice, and to give a short description of each person in one
sentence. Then, have students compare their sentences.
[POSSIBLE ANSWERS:
Aristotle Onassis: famous Greek shipping tycoon
Akio Morita: Japanese businessman and cofounder of Sony
Marissa Meyer: President and CEO of Yahoo
Enzo Ferrari: Italian motor racing driver and entrepreneur
Estee Lauder: American business woman and cofounder of a cosmetics
company
Walt Disney: American business magnate, cartoonist, filmmaker]
Check answers.
Post-task Level 5-6
! Pairs. Have students create one-sentence personal bios in the space
SG p. 30 provided in Activity 2b.
P1: The student reads his/her bio to the instructor.

Unit 15
She has over 15 years of experience

In this lesson, 1. Accomplishments
you will … 2. Awards and prizes
3. Current position
■ Present your
4. Formal education
education and
5. Hobbies
experience by
6. Pets
email
7. Professional experience
8. Sports achievements
1a Let me present …
27 Mr. Johnson 28 Ms. Wilson

1 . Who is the academic?
2. Who has the higher level of education?
3. Who is more experienced in the business environment?
4. Who achieved the sales increase?
5. Who works in the beverage industry?
6. Who has lived in a non-English speaking country?
7. Who has published a bestseller?
1b He has a long track record
USEFUL PHRASES
Current position Professional background Professional achievements

He / she works in the ... Department. He / she gained his / her He / she managed to increase
His / her most recent position was … experience at … company sales by ... %.
His / her current role is … He / she led the ... team. He / she was promoted to ...
He / she works for … He / she has ample within a few months.
experience in … Awards and prizes
Formal education
After a position with ..., He / she won the ... award.
He / she completed his / her
he / she joined ... He / she was awarded the …
degree in …
He / she has a strong track
He / she completed training in …
record as …
He / she graduated (in 2000) as ...
3
Post-task Level 7-8

serve a supporting or supplemental role, be second in importance,
play second
to another person → play second fiddle
fiddle
clever or expert way of doing things
learn the tricks of
→ learn the tricks of the trade
the trade
discriminatory barrier perceived by women and minorities
glass ceiling
→ glass ceiling
above and
much more effort than needed → above and beyond
beyond
Ask students to take notes as you read the information below
quickly, and to transform it into a professional bio (80 words
minimum).
She graduated from a prestigious business school, hoping to get a
competitive edge on the job market.
But she really learned the tricks of the trade during an internship at
the Y Investment Bank.
In her first job after college, she played second fiddle to the head of
the Accounting Department at X Corp.
She is one of the first females in the industry who broke through the
glass ceiling and rose to be the CFO at X Corp.
In her free time, she goes above and beyond for her favorite charity.
[POSSIBLE ANSWER: Tracy realised her interest in and talent for numbers
early on, which motivated her to study accounting and finance at
Manhattan College. She complemented her formal education and gained
invaluable professional working experience during her first internship at
the Y Investment Bank. Right after graduating, she became deputy head of
the Accounting Department at X Corp. Only a few years later, she was
promoted to CFO, which made her the first female in this role in the
company’s 50-year history. In her spare time, she devotes her efforts to
her favorite pet charity.]
! Performance
SG p. 30 it out on the board. Set or adapt the purpose/scenario according to
Useful Pairs. Have students email a potential employer who enquired
Expressions about their education and experience ahead of a job interview (80
p. 43 words minimum).
their lesson goal.

Present your education and experience by email
2a The shortest bio: I am …
Name Bio
2b I am sending you my bio
To: Nancy From: Benny
Subject: Bio Attached
Hi Nancy!
As requested, please find my short bio below:
Let me know if this is suitable for the purpose.

Thanks,
Benny

bio, internationalization, CMO, beverage to play second fiddle, to learn the tricks of the trade
to graduate from, competitive edge glass ceiling, above and beyond, at all costs
to advise against, to appeal to, to focus on going places, blood, sweat and tears
to hang on by (one’s) fingernails, to make headway
4
Extension 1 Have students write different versions of their bios for the following
contexts, or any context that is relevant to them:
Level 5–6 - A job application
- The website of their company
˗ A business-oriented social networking service (such as LinkedIn)
etc.

determined to obtain something regardless of expense, effort, and
Level 7–8 at all costs sacrifice → at all costs
going places shows talent and ability that will lead to a successful future
blood, sweat, and → going places
tears a lot of effort and work → blood, sweat, and tears
hang on by one’s succeed in continuing something in a very difficult situation
fingernails → hang on by one’s fingernails
make headway make progress → make headway
Ask students to imagine that they have a very ambitious and hard-
working partner in their law firm who they need to write a bio for
as part of the preparation for a client proposal. Ask them to
reshape the following impressions into a good professional bio:
Ms. Pierce wanted to become the best in class at all costs, which
she succeeded in doing during law school.
Everyone sensed she was going places.
During her first internship at the local prosecutor’s office, she took
a prominent role due to blood, sweat, and tears.
However, after a scandal at the prosecutor’s office, she hung on by
her fingernails for a few more months until she opened her own
firm.
Afterward, she made little headway due to her lack of connections
and the economic downturn, but as her colleagues knew she was
brilliant, she became partner at her current law firm.
Role play. Have students read the bios to each other and give
suggestions on improvements and alternative solutions.
Present your education and experience by email
2a The shortest bio: I am …
Name Bio
2b I am sending you my bio
To: Nancy From: Benny
Subject: Bio Attached
Hi Nancy!
As requested, please find my short bio below:
Let me know if this is suitable for the purpose.

Thanks,
Benny

bio, internationalization, CMO, beverage to play second fiddle, to learn the tricks of the trade
to graduate from, competitive edge glass ceiling, above and beyond, at all costs
to advise against, to appeal to, to focus on going places, blood, sweat and tears
to hang on by (one’s) fingernails, to make headway
Unit 16 Subscribe to my blog posts
1
Unit 16: Subscribe to my blog posts

branding, advocacy, press release, cargo, expedited, spouse, awareness, cutting edge
perishable, specimen, to keep up with, to moderate,
moderator, offensive, hostile
Lesson Preview
Speaking Goal: Interact with clients through blogs
Warm-up Ask:
Does your company have one or even several blogs? Why, or why
not? Do you have a personal blog? Do you read blogs for your job?
! Are there any external blogs where you read about your company?
SG p. 31 How does your company feel about (not) being blogged about? Are
there any blogs in which you are mentioned professionally? Would
you like to be (do you like being) mentioned in a blog? etc.
Present as needed using substitution:

branding assign a brand name → branding
advocacy promotion, support → advocacy
press release official statement to newspapers with information on a particular
matter → press release
to discuss the items and decide whether each can be
achieved/communicated through a blog post.
[ANSWERS: 1. Yes 2. No 3. No 4. Yes 5. Yes 6. Yes 7. No]
Check answers.

interact with [readers and clients] through blogs. Write it on the
board.
Presentation
1a–b.
cargo
freight, transported goods → cargo
SG p. 31 expedited
rushed → expedited
perishable
food likely to go bad quickly → perishable
specimen
sample → specimen
Pre-listening
Ask: Do you read any work-related blogs regularly? Do you listen
to work-related podcasts? If yes, for which purpose? If not, why
not? etc.
Unit 16
Subscribe to my blog posts

In this lesson, 1. Branding
you will … 2. Discussion
■ Interact 3. Impact and advocacy
with clients 4. Information
through blogs 5. Marketing
6. Media relationships
7. Official press releases
1a 29 What we do
Question Answer
1 . Who is likely to be the author of this blog post?
2. What are some examples of typical items
transported by the aircraft?
3. Which retailers ship items by air?
4. Which perishable items do they carry?
5. What was being carried on the latest
flight from Rio to Miami?
6. What kinds of healthcare items are carried?
7. What is the purpose of the blog post?
1b Welcome to our new blog
CoffeeWorld blog
The Gra
a nd Hotel blo
og
We want to hear from you! .......
.......
.......
Chat with Nadir Sahli, new director of GH Paris
.......
.......
■ Share your ideas .......
Ask questions about the new GH in Dubai
Your coffee recipes .......
.......
.......
■
Share your GH experiences
■
■
Vote for the best recipe
Coffee stories
.......
.......
Chat with other customers around the.......
world
Leave a comment .......
.......
.......
■
Post your feedback
2
Interact with clients through blogs (cont’d.)

Tell students that they are going to listen to a podcast that has
received high ratings and positive feedback.
Listening
! Ask students to answer the questions in Activity 1a. Play Track 29.
SG p. 31 [ANSWERS: 1. Exotic Airlines marketing team 2. high-tech hardware and
hardware components including sensors and computers, apparel items 3.
Track 29 online retailers 4. frozen groceries, fresh fruit, small reptiles
5. endangered tropical birds 6. diagnostic specimens, transplant organs
7. marketing]
Audio Script
Check answers.
Have students say what they think of the two company blog samples
in Activity 1b. What is the main purpose of these blogs? [They
involve the customers]
Have students jot down a few ideas about a blog for Exotic Airlines
that would engage their customers. Offer to listen again as needed.
Pairs. Have students share their ideas.
SG p. 32 abide by (rev.) obey, respect → abide by
frown upon (rev.) disapprove of → frown upon
keep up with keep pace with → keep up with
moderate lessen the violence or severity, keep within reasonable limits
moderator → moderate
offensive person who moderates, arbitrates → moderator
hostile causing anger or displeasure → offensive
antagonistic, adverse → hostile
Pre-task
Ask students whether they comment on other professional blogs as
part of their work. And, if they have a blog, do they allow
comments? If they had one, would they? How would they react if
the comments were offensive or hostile? etc.
Task
Ask students what the job of a blog moderator is. [POSSIBLE ANSWER:
managing a forum or a blog by checking that all the comments and
contributions stay within acceptable limits; they also answer users’
complaints or concerns]
Pairs. Ask students to imagine that they have to create the rules for
! commenting on their company blog. If they do not have a company
blog or if they are not aware of the rules, please ask them to discuss
SG p. 32
what kind of rules they would implement. Ask students to write the
rules in the box in Activity 2a. Examples may include: Do not use
offensive expressions. Avoid bad news.

Unit 16
Subscribe to my blog posts

In this lesson, 1. Branding
you will … 2. Discussion
■ Interact 3. Impact and advocacy
with clients 4. Information
through blogs 5. Marketing
6. Media relationships
7. Official press releases
1a 29 What we do
Question Answer
1 . Who is likely to be the author of this blog post?
2. What are some examples of typical items
transported by the aircraft?
3. Which retailers ship items by air?
4. Which perishable items do they carry?
5. What was being carried on the latest
flight from Rio to Miami?
6. What kinds of healthcare items are carried?
7. What is the purpose of the blog post?
1b Welcome to our new blog
CoffeeWorld blog
The Gra
a nd Hotel blo
og
We want to hear from you! .......
.......
.......
Chat with Nadir Sahli, new director of GH Paris
.......
.......
■ Share your ideas .......
Ask questions about the new GH in Dubai
Your coffee recipes .......
.......
.......
■
Share your GH experiences
■
■
Vote for the best recipe
Coffee stories
.......
.......
Chat with other customers around the.......
world
Leave a comment .......
.......
.......
■
Post your feedback
3

Tell students to be aware that there are many commonly discussed
rules and they are very subjective; for example, what some consider
protection of reputation, others label as censorship. Introduce
vocabulary as needed. Have students share their rules with the
class.
! Useful Post-task Level 5-6

Two groups. Have students pick a subject from the following:
SG p. 32 Expressions
p. 43 my company
our products
my team
Ask them to write a short blog post about the chosen topic in
Activity 2b (50 words minimum). Check answers.
P1: The student reads the blog post to the instructor.
spouse Post-task Level 7-8

awareness Present as needed using substitution.
cutting edge partner in marriage → spouse
attentiveness → awareness
newest and most advanced → cutting edge
Ask students to write a short blog post about the following subjects
Useful or any topic that is relevant to them (80 words minimum):
Expressions The wellness of your spouse is critical when relocating to a foreign
p. 43 subsidiary of your company.
Success in international business starts with cross-cultural
awareness.
Cross-cultural training is important for a successful presentation
abroad.
A company cannot survive in today’s high-tech and global
environment without cutting-edge technology.
Performance
SG p. 32
Useful Have students write an email to their boss pitching the idea of a
Expressions company blog (or blog improvement), providing rationale and
p. 43 practical suggestions (50-100 words minimum).
their lesson goal.

Interact with clients through blogs
2a I would like to comment that …
Rules for commenting on my blog

Nov.12
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
2b This gives you more information on our new projects and special events
Blog Post Template Reader
Add New Post Publish
Save Draft Preview

Enter title here
Status: Draft Edit
Visibility: Public Edit

Upload / Insert Visual HTML
Publish immediately Edit
Paragraph B I abc U
Publish
Catagories
All Categories Most Used
Select / Deselect All

� PR
� New products
� HR
� Financials
� R&R
� History
� Marketingg

branding, advocacy, press release, cargo, expedited spouse, awareness, cutting edge
perishable, specimen, to keep up with, to moderate
4
Extension 1 Read the following blog post to your students and have them
discuss which parts would be changed if they were the decision
Level 5–6 maker:
Our competitor’s products are really bad in comparison to ours.
While we offer 100% connectivity, they cannot even guarantee
80% coverage.
We also have the best boss to lead the team. Even though he is
extremely pushy, almost a dictator, we still follow him and get
results.
Ask students to recall any information they read on a blog that they
found inappropriate and why.
Extension 2 Useful Have students write a 100-word professional blog post on:
Expressions - Being effective in a multicultural business environment.
Level 7–8 p. 43 - Understanding the importance of knowing foreign languages for
business.
- Leading by example versus leading with micromanagement.
Interact with clients through blogs
2a I would like to comment that …
Rules for commenting on my blog

Nov.12
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
• ___________________________________________________________________________
2b This gives you more information on our new projects and special events
Blog Post Template Reader
Add New Post Publish
Save Draft Preview

Enter title here
Status: Draft Edit
Visibility: Public Edit

Upload / Insert Visual HTML
Publish immediately Edit
Paragraph B I abc U
Publish
Catagories
All Categories Most Used
Select / Deselect All

� PR
� New products
� HR
� Financials
� R&R
� History
� Marketingg

branding, advocacy, press release, cargo, expedited spouse, awareness, cutting edge
perishable, specimen, to keep up with, to moderate
Unit 17 Can you recommend me?
1
Unit 17: Can you recommend me?

to endorse, hashtag, flyer, to check out copper-bottomed (UK), to keep one’s head above water,
ace up (one’s) sleeve, to clinch a deal, above board
to hear through the grapevine, to hit the airwaves,
to keep someone posted, out of touch, word of mouth
Lesson Preview
Speaking Goal: Interact on social media for professional reasons
Warm-up Ask:
Do you have social media accounts for your company or for
yourself as a professional? Which social media platforms are you
! using? etc.
SG p. 33 Ask a volunteer to read the items from the Warm-up. Ask students
to discuss which of the following they are doing/have done at their
company or for professional reasons. Ask whether there are any
areas where they feel that social media is not appropriate for their
line of business?

interact on social media for professional reasons. Write it on the
board.
SG p. 33 endorse validate → endorse
hashtag Draw a pound sign (hash sign UK) on the board:
# → hashtag
Pre-task
Does your company require you to have a profile on specific social
media platforms? Does your company encourage you to conduct
specific activities on social media platforms? Does your company
have a code of conduct for social media? etc.
Task
Ask students to select the top four social media platforms (e.g.,
Facebook, LinkedIn, Pinterest, Twitter – adapt to current and local
company names) and write the four names in the first row of
Activity 1a (next to “Industries”).
Unit 17
Can you recommend me?

In this lesson, 1. Join networking communities
you will … 2. Post open job positions
3. Review comments / feedback on your company
■ Interact on
4. Share announcements
social media
5. Sign up to social media platforms
for professional
6. Start initiatives to get positive attention
reasons
7. Understand your clients
8. Understand your competitors
1a Check out my profile on social media
Industries _____________ _____________ _____________ _____________
Arts
Beverages
Engineering
Financial
Healthcare
Pharmaceuticals
Tourism
1b Follow me on social media
USEFUL PHRASES
Add me as a friend on LookOut. Comment on our PostArt posts.

Add me as a connection on SayAnything. We have … friends / followers on LoudMouth.
Follow us on LoudMouth. Update your profile on LookOut.
Follow our board on SocialCircle. Share important company news on PostArt.
Follow our company page on LookOut. Gather followers on SocialCircle.
Like us on SayAnything. Learn the LoudMouth lingo.
Like my posts on PostArt. Use hashtags in your posts to make them
Recommend me on SocialCircle. easily searchable.
Endorse my skills on LookOut.
2
Interact on social media for professional reasons (cont’d.)

Then ask them to discuss which of those are most and least useful
for the different industries in Activity 1a. Ask students to mention
! specific examples of successful cases and blunders.
SG p. 33 Check answers.
Useful Option 1: send an email to a recently acquired client, offering to
Expressions connect via the chosen platform, using expressions from Activity
p. 43 1b.
Option 2: Have students create and enact a dialog between a
salesperson and a newly acquired client, in which the former offers
the latter to connect via the chosen platform, using expressions
from Activity 1b.
flyer marketing handout → flyer
! check out look at in detail → check out
SG p. 34
Pre-listening
Ask: How does a business card differ from a social media profile?
How do social media contacts differ from your email address book?
Tell students that they are going to listen to three short encounters
at three different events. Peter and Hermann meet at a gallery, Beth
and Karen at a transport industry conference, and Kendall and
Abed at the Economist World Conference.
Listening
Tracks 30-32 Play Tracks 30-32. Ask students to fill in the blanks in the table in
Activity 2a.
Name: Peter, Hermann, Beth, Karen, Kendall, Abed
Profession: Therapist, Artist, Head of Proc. Dept., same, Economist, same
Industry: Healthcare, Art, Aircraft, Automobile, Economics, same
Company: Self-employed, same, Somers, Faster Motors, Department of
Commerce, foreign company
Reason: Buy painting, Stay in touch, Stay in touch
Social Media: PostArt, LookOut, LookOut]
Check answers.

Pairs. Have students role-play that Peter and Hermann accidently
meet again a few weeks later in the local coffee shop. Peter has just
opened his practice and has chosen some paintings he likes and
added them to his board on PostArt.
P1: The student role-plays with the instructor.

Unit 17
Can you recommend me?

In this lesson, 1. Join networking communities
you will … 2. Post open job positions
3. Review comments / feedback on your company
■ Interact on
4. Share announcements
social media
5. Sign up to social media platforms
for professional
6. Start initiatives to get positive attention
reasons
7. Understand your clients
8. Understand your competitors
1a Check out my profile on social media
Industries _____________ _____________ _____________ _____________
Arts
Beverages
Engineering
Financial
Healthcare
Pharmaceuticals
Tourism
1b Follow me on social media
USEFUL PHRASES
Add me as a friend on LookOut. Comment on our PostArt posts.

Add me as a connection on SayAnything. We have … friends / followers on LoudMouth.
Follow us on LoudMouth. Update your profile on LookOut.
Follow our board on SocialCircle. Share important company news on PostArt.
Follow our company page on LookOut. Gather followers on SocialCircle.
Like us on SayAnything. Learn the LoudMouth lingo.
Like my posts on PostArt. Use hashtags in your posts to make them
Recommend me on SocialCircle. easily searchable.
3
copper-bottomed Post-listening Level 7-8

(UK) Present and practice:
keep one’s head completely safe and reliable→ copper-bottomed (UK)
above water barely survive → keep one’s head above water
ace up (one’s) something in reserve to give an advantage → ace up (one’s) sleeve
sleeve reach agreement on offer → clinch a deal
clinch a deal open, honest, and legal → above board
above board
Ask students to take the role of Beth who plans on writing an email
to Karen about their meeting and to suggest they should meet again
because they are purchasing from some of the same suppliers. She
wants them to partner up to have more negotiation power with their
suppliers. Ask students to draft the email, using the new expressions
Useful
in their message (80 words minimum).
Expressions
p. 43 [POSSIBLE SENTENCES: I would like us to exchange information on the
suppliers we have copper-bottomed agreements with.
We also sense that some suppliers or providers are merely keeping their
heads above water and might not be able to deliver within a short amount
of time.
We could compare prices we have been given, in order to have an
additional ace up our sleeves when negotiating with suppliers.
In case one of us has much better purchase conditions, we could clinch a
deal to buy through each other.
Of course, I want us to keep any discussions and agreements above board.]
! Performance
Ask students to write a social media post (informal and/or formal,

cf. the two templates provided in Activity 2b) about any subject
Useful
relevant to their company (50-100 words minimum). In groups,
Expressions
have them give each other feedback and suggestions.
p. 43
their lesson goal.
Extension 1 Useful Write short posts on the following news (choosing the correct
Expressions platform).
Level 5–6 p. 43 - A new product has been rolled out.
- The photos of the meeting are public now.
- Consumers can win free samples if they interact.

Interact on social media for professional reasons
2a Let’s stay in touch through social media
30 30 31 31 32 32
Peter Hermann Beth Karen Kendall Abed
Profession
Industry
Company
Reason
Social media
2b Check out my posts

Home • Profile • Network • Friends • Interests
_________________________
Tue, 11.33 a.m. ● 152 thumbs-up
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
Home Profile Network Jobs Interests Business Services Upgrade
Castle
♜ Ci
investments
______________________
10/27/2015, 10.15 a.m. ● 89 recommend

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

to endorse, hashtag, flyer, to check out copper-bottomed (UK), to keep (one’s) head above water
the ace up (one’s) sleeve, to clinch a deal, above board
to hear through the grapevine, to hit the airwaves
4
Extension 2 Ask:
Have you ever had to react to negative posts or comments on social
Level 7–8 media? Apart from deleting the posts, were there any posts you
wrote to defend your position?
hear through the
grapevine Present and practice:
hit the airwaves learn about something indirectly → hear through the grapevine
keep (s.o.) go on radio/TV to be interviewed→ hit the airwaves
posted keep someone informed → keep (s.o.) posted
out of touch unaware of recent developments→ out of touch
word of mouth information passed on through conversation → word of mouth
Useful Ask students to respond to the following posts with a post of their
Expressions own:
p. 43 I heard through the grapevine that your company suffered severe
losses during the past quarter.
I am very unhappy with your services and I will hit the airwaves
unless I get an explanation.
Keep us posted on the release date of the new application.
It seems like you are out of touch with the news about your faulty
products.
I heard about your services by word of mouth and I can only say
that I agree. I will definitely come back.
Interact on social media for professional reasons
2a Let’s stay in touch through social media
30 30 31 31 32 32
Peter Hermann Beth Karen Kendall Abed
Profession
Industry
Company
Reason
Social media
2b Check out my posts

Home • Profile • Network • Friends • Interests
_________________________
Tue, 11.33 a.m. ● 152 thumbs-up
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
Home Profile Network Jobs Interests Business Services Upgrade
Castle
♜ Ci
investments
______________________
10/27/2015, 10.15 a.m. ● 89 recommend

_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________

to endorse, hashtag, flyer, to check out copper-bottomed (UK), to keep (one’s) head above water
the ace up (one’s) sleeve, to clinch a deal, above board
to hear through the grapevine, to hit the airwaves
Unit 18 Ready when you are
1
Unit 18: Ready when you are

emoticon, comprehensible, OTP, to ping to cut to the quick, to groan inwardly, to have a soft
spot for someone
BRB, GR8, IMHO, OMG, OT, RBTL, TMI, tl;dr
Lesson Preview
Speaking Goal: Communicate with instant messaging
Warm-up Ask:
Do you use chat messaging as part of your business routine? Does
your company have a customer service department or other
! department that uses instant messaging as its main communication
SG p. 35 channel? Which provider, system, or app is your company using?
Or is it the opposite – does your company frown upon using chat at
the workplace? Has your employer blocked any chat services? etc.

emoticon keyboard symbol code expressing emotion → emoticon
comprehensible understandable → comprehensible
Ask a volunteer to read the statements in the Warm-up section. Ask

students to discuss whether the statements are true or false.
[ANSWERS: 1. True 2. False 3. True 4. False 5. False]
Check answers.

communicate with instant messaging. Write it on the board.
1. Presentation
SG p. 35 OTP on the phone → OTP
ping contact → ping
Pre-listening
Do you adjust your communication style when you chat using
instant messaging? What do you do differently? Do you feel as if
you are on the phone or do you rather feel it is similar to email
communication? etc.
Tell students that they are going to listen to a conversation about a

problem with a delivery.
Unit 18
Ready when you are

In this lesson, 1 . Being polite is important.
you will … 2. Spelling, grammar, and tone are not relevant.
3. Use abbreviations that are comprehensible to both chatters.
■ Communicate
4. It is ok to interrupt / write while the other person is typing.
with instant
5. Use as many emoticons as possible.
messaging
1 33 I will ping you later

1 . What is the item number of the article Chad cannot find?
____________________________________________________________________________________
2. Why can’t Chad find the item identifier?

____________________________________________________________________________________
3. How much time does Chad have to deliver the order?

____________________________________________________________________________________
4. If everything goes as planned, when will the order arrive?

____________________________________________________________________________________
USEFUL PHRASES
ASAP as soon as possible :) happy

APAC Asia Pacific :( sad
B2B business-to-business :D laughing
B2C business-to-consumer ;) winking
BRIC Brazil, Russia, India, China :P joking
BTW by the way :/ uneasy
COB close of business :o shocked, yawning
EOD end of day < <
_ expressing sarcasm
ETA estimated time of arrival o O
_ confused
FAQ frequently asked questions :@ upset, annoyed
NP no problem arrg angry, bored
OTP on the phone
POS point of sale
RE regarding
ROI return on Investment
TX thanks
2
Communicate with instant messaging (cont’d.)
! Listening
SG p. 35 Ask students to answer the questions in Activity 1. Play Track 33.
[ANSWERS: 1. 13 2. Because the item number is wrong 3. Not much; the
Track 33 order is urgent 4. tomorrow]
Check answers.
Audio Script
Pairs. Refer students to the Audio Script p.81 and ask them to
transcribe the phone conversation into a conversation by chat.
[POSSIBLE ANSWER:
Chad: Hi Ralph. Do you have a minute?
Ralph: Hi Chad. OTP but please let me know your request.
Chad: It’s about order #23. Item #13 has a code that does not exist in
our catalog.
Ralph: Checking … Found the problem. It should be 21BA, not 21BZ.
Chad: Ok, perfect. Will ping you here when I ship the package today.]
2a–b. Pre-task
Ask students whether they use emoticons and abbreviations when
chatting or emailing. Ask whether they are familiar with the useful
! phrases in SG p.35. Do they take a long time to answer by chat? Do
they prefer phone or chat?
SG p. 35
Task
! Ask students to look at the first half of Activity 2a and imagine that
Chad has not pinged Ralph and the day is almost over. Ralph is
SG p. 36
getting a bit nervous and contacts Chad via chat. Ask students to
order Chad’s answers in Activity 2a.
[ANSWERS: 1. e 2. b 3. f 4. d 5. c 6. a]
Check answers.
Post-task Level 5-6

Ask students to imagine that it is one day after the initial chat and
Ralph has received the order. However, Item 13, the one Chad
contacted Ralph about, is still missing. Use the useful phrases from
SG p.35 to write your answer describing the chat between Ralph
and Chad in the second half of Activity 2a.
Have students rewrite and enact another version of the chat

between Chad and Ralph in the second half of Activity 2a:
Option 1: Ralph finds the delivery on his desk when he arrives in

the morning. He thanks Chad in the chat conversation.
Option 2: Ralph waits until 5 p.m. the next day for the delivery but
does not get it. He is not happy and launches a quick chat with
Chad, who follows up with the shipping company in real time.

Unit 18
Ready when you are

In this lesson, 1 . Being polite is important.
you will … 2. Spelling, grammar, and tone are not relevant.
3. Use abbreviations that are comprehensible to both chatters.
■ Communicate
4. It is ok to interrupt / write while the other person is typing.
with instant
5. Use as many emoticons as possible.
messaging
1 33 I will ping you later

1 . What is the item number of the article Chad cannot find?
____________________________________________________________________________________
2. Why can’t Chad find the item identifier?

____________________________________________________________________________________
3. How much time does Chad have to deliver the order?

____________________________________________________________________________________
4. If everything goes as planned, when will the order arrive?

____________________________________________________________________________________
USEFUL PHRASES
ASAP as soon as possible :) happy

APAC Asia Pacific :( sad
B2B business-to-business :D laughing
B2C business-to-consumer ;) winking
BRIC Brazil, Russia, India, China :P joking
BTW by the way :/ uneasy
COB close of business :o shocked, yawning
EOD end of day < <
_ expressing sarcasm
ETA estimated time of arrival o O
_ confused
FAQ frequently asked questions :@ upset, annoyed
NP no problem arrg angry, bored
OTP on the phone
POS point of sale
RE regarding
ROI return on Investment
TX thanks
3
Post-task Level 7-8

cut to the quick Present and practice:
groan inwardly hurt or offend someone deeply → cut to the quick
have a soft spot feel but not express despair, disapproval → groan inwardly
for someone particularly like → have a soft spot for
Ask students to transform the following unfiltered thoughts into

formal chat items. Include greeting and leave-taking.
I don’t want to cut him to the quick, but he needs to understand that
he just cost me $10,000.
When the items didn’t arrive, I groaned inwardly, but I need to let
him know.
I have a soft spot for him but I do need to make it clear that the
missing item really bothered me.
! Performance
Ask students to complete the following two activities in the relevant
boxes in Activity 2b:
1. Complete a set of rules when chatting with clients, to hand out to
employees.
2. Complete a list of reasons explaining why employees must
refrain from chatting with clients.
their lesson goal.
Extension 1 Write short chat dialogues to:

- Schedule a meeting
Level 5–6 - Ask for more information on a deadline
- Discuss a personal issue

Communicate with instant messaging
2a I am pinging you because …

Ralph Chad
1 . Hey Chad. It’s EOD and I haven’t heard from you. a. ☺
b. Definitely. Our COB is in 3 hours from now.
2. Will you still ship my order today? When is yours?
3. We close in one hour but I might stay longer c. Done. Your order is complete and will be shipping
today to finish up some tasks :/ . today.
4. TX, :) d. NP. Give me a minute.
5. Sure. e. Sorry. I was really busy until now.
6. Perfect, thanks! f. To be on the safe side, I will process your order now.
Ralph: 8:05 Ralph: 8:05 Ralph: 8:05
Chad: 8:06 Chad: 8:06 Chad: 8:06
Chad: 8:10 Chad: 8:10 Chad: 8:10
2b Chatting for work is not always efficient
Chatting with Client Rules No-Chat Zone

1 ) Do not use emoticons except simple smileys. 1 ) Chatting distracts from the main task!
2) __________________________________ 2) __________________________________
3) __________________________________ 3) __________________________________
4) __________________________________ 4) __________________________________
5) __________________________________ 5) __________________________________
6) __________________________________ 6) __________________________________
7) __________________________________ 7) __________________________________
8) __________________________________ 8) __________________________________
9) __________________________________ 9) __________________________________
10) __________________________________ 10) __________________________________

emoticon, comprehensible, OTP, to ping to cut to the quick, to groan inwardly
to have a soft spot for, BRB, GR8, IMHO
tl;dr, OT, RBTL, TMI
4
Extension 2 Ask: Are you familiar with other chat abbreviations than the ones
listed on page 35?
Level 7–8
Ask students to discuss whether the following abbreviations are
BRB useful for business chats:
! GR8 Be right back → BRB
Great → GR8
SG p. 35 IMHO
OT In my humble opinion → IMHO
RBTL Off topic → OT
TMI Read between the lines → RBTL
tl;dr Too much information → TMI
too long; didn’t read → tl;dr
Role play. Students need to chat while on the phone and give
updates about a recent meeting. To facilitate multitasking, they
need to use as many abbreviations as possible in the chat.

Communicate with instant messaging
2a I am pinging you because …

Ralph Chad
1 . Hey Chad. It’s EOD and I haven’t heard from you. a. ☺
b. Definitely. Our COB is in 3 hours from now.
2. Will you still ship my order today? When is yours?
3. We close in one hour but I might stay longer c. Done. Your order is complete and will be shipping
today to finish up some tasks :/ . today.
4. TX, :) d. NP. Give me a minute.
5. Sure. e. Sorry. I was really busy until now.
6. Perfect, thanks! f. To be on the safe side, I will process your order now.
Chad: 8:06 Chad: 8:06 Chad: 8:06
Chad: 8:10 Chad: 8:10 Chad: 8:10
2b Chatting for work is not always efficient
Chatting with Client Rules No-Chat Zone

1 ) Do not use emoticons except simple smileys. 1 ) Chatting distracts from the main task!
2) __________________________________ 2) __________________________________
3) __________________________________ 3) __________________________________
4) __________________________________ 4) __________________________________
5) __________________________________ 5) __________________________________
6) __________________________________ 6) __________________________________
7) __________________________________ 7) __________________________________
8) __________________________________ 8) __________________________________
9) __________________________________ 9) __________________________________
10) __________________________________ 10) __________________________________

emoticon, comprehensible, OTP, to ping to cut to the quick, to groan inwardly
to have a soft spot for, BRB, GR8, IMHO
tl;dr, OT, RBTL, TMI
Unit 19 That’s a fact
1
Unit 19: That’s a fact

to take at face value, start-up, to be acquired, to give the low-down, to be grounded in fact, to get
turnover, hybrid, to read between the lines, hostile the facts straight, to face facts, in point of fact, to
takeover, golden parachute, recipe for success, job know for a fact, scientific fact, matter of fact,
satisfaction, driver known fact, fact of life
Is that a fact? (extension activity)
Lesson Preview
Speaking Goal: Express facts versus opinions in writing
Warm-up Ask:
Can you define the terms fact and opinion?
[ANSWERS: fact: information based on a real occurrence, something
! believed to be true; opinion: a belief not founded on proof]
Which is easier to express, fact or opinion? Why? How can we do
SG p. 37
it?
Do you know how to use language to make an opinion stronger by

stating it like a fact? etc.
Ask a volunteer to read the dialogue from the Warm-up section. Ask
students to tell which expressions are used for “fact” and which for
“opinion.”
[ANSWERS: fact: can be verified, discovered, statement of reality,
objective; opinion: cannot be verified, created, interpretation of reality,
subjective]
Check answers.

take at face value
accept something as it appears to be → take at face value

express facts versus opinions. Write it on the board.
start-up Present and practice:
be acquired newly established business → start-up
! turnover be purchased → be acquired
income, revenue → turnover
SG p. 37 hybrid
mixed (e.g., electric and gas) → hybrid
Unit 19
That’s a fact
In this lesson, — Did you see the report on the need for salary cuts yesterday?
— I did. It sounds very serious, but I’m not certain we can take the
you will … information at face value.
■ Express facts — I hope that this isn’t the final version.
versus opinions — At this point, it’s not clear whether this report is based on fact or opinion.
in writing — True. We don’t have enough information to verify the report and to know
whether it is the objective reality or just a subjective interpretation of it.
— I agree. In this case, the difference can really affect many people.
1a That is your opinion

Fact Opinion
34 Statement 1
35 Statement 2
36 Statement 3
37 Statement 4
38 Statement 5
39 Statement 6
1b They found conclusive evidence
USEFUL PHRASES
Fact Opinion Reporting

We found that … As far as I am concerned, … affirm discern
The results indicate … As for me, … argue emphasize
The evidence shows … I am convinced that … assume explain
In all likelihood, … I am under the impression that … challenge maintain
Research shows … I believe that … claim question
The findings point at … I have the feeling that … comment recommend
The investigations resulted in … I hold the opinion that … consider reject
We observed … I would say that … demonstrate report
In my experience, … describe suggest
In my opinion, …
It is considered that …
It is generally accepted that …
To my mind, …
2
Express facts versus opinions in writing (cont’d.)

Pre-listening
Ask:
Are there any sources – be they people or authorities – whose
statements you think can be accepted as fact even if, technically
speaking, they might actually be opinions? etc.
Tell students that they are going to listen to six short statements,
some of them expressing facts and others expressing opinions.
! Listening
Play Tracks 34-39. Ask students to refer to Activity 1a, and to
SG p. 37 decide which of the statements in each pair (a or b) are “fact” or
“opinion” and note this in the corresponding box in the table in
Tracks 34-39 Activity 1a.
[ANSWERS: 1a. fact, 1b. opinion 2a. opinion, 2b. fact 3a. fact, 3b. either
Audio Script 4a. fact, 4b. opinion 5a. opinion, 5b. fact 6a. either, 6b. either]
Check answers.
Ask students to look at the useful phrases box in Activity 1b. Have
students write five statements about their company or their work,
making opinions sound like facts.
Pairs. Ask students to swap their statements with someone, who
then discusses whether the statements are really facts.
Presentation
2. Present and practice:
to infer something → read between the lines
SG p. 38 read between the sale or merger that is resisted by the target company’s management
lines → hostile takeover
hostile takeover agreement between a company and employee to receive significant
golden parachute benefits if the employment is terminated → golden parachute
recipe for success blend of activities and actions to reach success
job satisfaction → recipe for success
driver how content an individual is at work → job satisfaction
a factor that causes a particular phenomenon to happen or
develop→ driver
Pre-task
Ask: How important is separating facts and opinions in your job?
How is it done?
! Task
Ask students to write one fact and one opinion for each subject in
SG p. 38 Activity 2, using the hints provided (be creative!).
Students then compare their sentences. Give feedback as needed.

Unit 19
That’s a fact
In this lesson, — Did you see the report on the need for salary cuts yesterday?
— I did. It sounds very serious, but I’m not certain we can take the
you will … information at face value.
■ Express facts — I hope that this isn’t the final version.
versus opinions — At this point, it’s not clear whether this report is based on fact or opinion.
in writing — True. We don’t have enough information to verify the report and to know
whether it is the objective reality or just a subjective interpretation of it.
— I agree. In this case, the difference can really affect many people.
1a That is your opinion

Fact Opinion
34 Statement 1
35 Statement 2
36 Statement 3
37 Statement 4
38 Statement 5
39 Statement 6
1b They found conclusive evidence
USEFUL PHRASES
Fact Opinion Reporting

We found that … As far as I am concerned, … affirm discern
The results indicate … As for me, … argue emphasize
The evidence shows … I am convinced that … assume explain
In all likelihood, … I am under the impression that … challenge maintain
Research shows … I believe that … claim question
The findings point at … I have the feeling that … comment recommend
The investigations resulted in … I hold the opinion that … consider reject
We observed … I would say that … demonstrate report
In my experience, … describe suggest
In my opinion, …
It is considered that …
It is generally accepted that …
To my mind, …
3
3. Post-task Level 5-6

Useful Have students write an email reporting to their manager on some
Expressions important findings, using box A in Activity 3 (50 words minimum).
! p. 43 Ask them to be creative, but if the students have difficulty with
SG p. 38 finding a theme, ask them to summarize the latest job satisfaction
survey results.
Check answers.
Post-task Level 7-8

give the low- Present and practice:
down give the complete information or facts → give the low-down
put (s.o.) in explain a situation, inform → put (s.o.) in the picture
the picture
(rev.) Ask students to discuss how they would respond to the following
situations:
You hear important news but have the feeling it might be a rumor,
not a fact.
You urgently need to give the low-down to your business partner to
avoid the possibility that they will be influenced by other people’s
opinions.
You were surprised by some details in the latest report, and feel that
your boss does not put you in the picture enough.
Performance
! it out on the board. Set or adapt the purpose/scenario according to
SG p. 38 the customized student goal.
Pairs. Have students write another email (in box B) to their

Useful
colleague telling their real opinion about the job satisfaction
Expressions
findings and some elements that the data did not reveal (50-100
p. 43
words minimum).

their lesson goal.
Extension 1 Ask students to review their statements from Activity 2 and rewrite
them in such a way that facts sound like opinions and opinions
Level 5–6 sound like facts.
!
SG p. 38

Express facts versus opinions in writing
2 This clearly means that

Subject Fact Opinion
Growing unemployment rates to 10% will lead to …
Increasing profits by 20% due to …
Hostile takeover by competitor golden parachute expectations
CEO for 20 years recipe for success
Job satisfaction high according to survey potential drivers
3 I feel we need to examine the findings

A. To: Wei From: Holly
Subject: Research on …
Dear Wei,
We have concluded our research and
Best regards,
Holly
B. To: Sean From: Holly
Subject: Summary report on …
Hi Sean,
I have just sent a summary report to Wei, but I believe that it might not be all he needs.
While the results indicate that ,
I believe that
What do you think?

Best,
Holly

to take at face value, start-up, to be acquired to give the low-down, to be grounded in fact
turnover, hybrid, to read between the lines to get the facts straight, to face facts
hostile takeover, golden parachute in point of fact, to know for a fact, scientific fact
recipe for success, job satisfaction, driver matter of fact, known fact, fact of life
Is that a fact?
4
Extension 2 Ask:
Do you believe that the line between facts and opinions can be
Level 7–8 fluid? Do you believe that there are different degrees of facts?
Introduce the following expressions and ask students to use them to

form meaningful statements:
grounded in fact
based on facts → grounded in fact
get the facts
to have an understanding of the real facts → get the facts straight
straight
accept the truth → face facts
face facts
in reality or truth→ in point of fact
in point of fact
feel certain of the truth of a fact → know for a fact
know for a fact
an observation that has been confirmed repeatedly → scientific fact
scientific fact
Really? → Is that a fact?
Is that a fact?
a fact that is undeniably true → matter of fact
matter of fact
something generally recognized as a fact → known fact
known fact
something unavoidable that must be dealt with → fact of life
fact of life
Role play. Have students role-play different opinions on common
business questions using the expressions they just learned to make
their point stronger. For instance: offline marketing is more
important than online marketing. Finance and marketing staff just
cannot get along with each other. etc.

Express facts versus opinions in writing
2 This clearly means that

Subject Fact Opinion
Growing unemployment rates to 10% will lead to …
Increasing profits by 20% due to …
Hostile takeover by competitor golden parachute expectations
CEO for 20 years recipe for success
Job satisfaction high according to survey potential drivers
3 I feel we need to examine the findings

A. To: Wei From: Holly
Subject: Research on …
Dear Wei,
We have concluded our research and
Best regards,
Holly
B. To: Sean From: Holly
Subject: Summary report on …
Hi Sean,
I have just sent a summary report to Wei, but I believe that it might not be all he needs.
While the results indicate that ,
I believe that
What do you think?

Best,
Holly

to take at face value, start-up, to be acquired to give the low-down, to be grounded in fact
turnover, hybrid, to read between the lines to get the facts straight, to face facts
hostile takeover, golden parachute in point of fact, to know for a fact, scientific fact
recipe for success, job satisfaction, driver matter of fact, known fact, fact of life
Is that a fact?
Unit 20 What are your conclusions?
1
Unit 20: What are your conclusions?

executive summary, terms, course of action, to knuckle down, cold call, to have one’s heart set
unique, algorithm, to amplify, to hold equity share on the sky’s the limit, to mean business, away with
the fairies (UK), gone out of (one’s) mind, to go
nuts (extension activity)
Lesson Preview
Speaking Goal: Write business summaries
Warm-up Ask: Do you have to write summaries for your manager, team, or
other stakeholders? Do you need to follow a specific template? Do
you read summaries written for business purposes? What is an
! executive summary? etc.
[POSSIBLE ANSWER: An executive summary is a short document or
SG p. 39 executive
section of a document written for business purposes that summarizes a
summary
longer report or proposal or a group of related reports in such a way that
readers can rapidly become acquainted with a large body of material
without having to read it all.]
terms expressions, vocabulary → terms
course of action sequence of activities one might follow → course of action
Ask a volunteer to read the items from the Warm-up section.
Explain to students that these are the recommended sections for an
executive summary. Ask them to match the explanations from the
right with the section headings on the left. Explain that the main
skill is for them to be able to recognize an executive summary.
[ANSWERS: 1. b 2. a 3. d 4. c 5. e]
Check answers.
write business summaries. Write it on the board.
Presentation
1a–b. Present as needed using substitution:
unique unmatched → unique
algorithm
! amplify
procedure, instructions to calculate a solution → algorithm
extend → amplify
SG p. 39 survey (rev.) research based on questionnaires → survey
hold equity share own part of the company → hold equity share
Pre-task
Ask: What specific structure should business summaries follow? Do
you think summaries should synthesize the information and/or
follow the order of the original document? etc.
Unit 20
What are your conclusions?

In this lesson, Executive Summary Section Description
you will … 1. Summary a) The executive summary should be written in the same order as the
main report(s) and present only material from the main report(s).
■ Write business
2. Report summary b) The executive summary should start with a short summary.
summaries
3. Recommendations c) This section analyzes and / or justifies the recommended action
in terms the audience will consider important.
4. Justification d) This section contains a proposed course of action based on the
findings.
5. Conclusion e) This section provides the logical conclusions based on the
previous sections.
1a I am sending you a summary of the information

1 . How many users does IdealZ have? _________________
2. How much is the monthly subscription? _________________
3. What amount is the desired investment? _________________
4. In how many different markets will the custom research be conducted? _________________
5. What percentage of equity does the company offer to the investors? _________________
1b In short
2
Write business summaries (cont’d.)
! Task
Please refer to the Supplement on page 49 (a CEO’s business plan
SG p. 39
to convince investors). Ask students to fill in the answers to the
questions in Activity 1a.
Supplement
[ANSWERS: 1. 1,000, 2. 10, 3. $500,000, 4. 20, 5. 40]
Check answers.
Useful
Expressions Post-task/Performance
p. 43 Pairs. Ask students to read the Supplement again and to write their
own conclusion section in Activity 1b (50 words minimum).
Pre-task
2a–b. Ask: How neutral should such a summary be? Can it include
recommendations and justifications?
! Ask them to look again at the business summary from the
Supplement. Ask: Which sections are missing from those identified
SG p. 40 in the Warm-Up activity? Which are absolutely necessary, and
which can be left out? Which are redundant sections? How would
you shorten this text further?
Ask: How can the structure of a written text be made clear to
readers? What “linking words/expressions” can we use?
[SUGGESTED ANSWERS:
contrast: however, by contrast, on the other hand, that being said
causality: due to, consequently, which led to
clarifying: in other words, for example, for instance
structure: first (of all), in addition, in conclusion
etc.]
Task
Ask students to list in Activity 2a some recommendations and
justifications to add to the Supplement, this time from the point of
view of an employee.
Post-task Level 5-6
Useful Have students present the whole business summary in their own
Expressions words (including: original conclusion, justifications and
p. 43 recommendations), using linking words.
Post-task Level 7-8
knuckle down Present and practice:
cold call apply oneself with determination → knuckle (or buckle) down
explore all convert unknown people to clients → cold call
avenues (rev.) try out every possibility in order to succeed → explore all avenues
go the extra mile do more than is expected → go the extra mile
(rev.) determined to obtain something that someone really wants → have
have one’s heart one’s heart set on
set on there is no limit to the possibility of success or progress
the sky’s the limit → the sky’s the limit
mean business be serious about what someone announces → mean business
Unit 20
What are your conclusions?

In this lesson, Executive Summary Section Description
you will … 1. Summary a) The executive summary should be written in the same order as the
main report(s) and present only material from the main report(s).
■ Write business
2. Report summary b) The executive summary should start with a short summary.
summaries
3. Recommendations c) This section analyzes and / or justifies the recommended action
in terms the audience will consider important.
4. Justification d) This section contains a proposed course of action based on the
findings.
5. Conclusion e) This section provides the logical conclusions based on the
previous sections.
1a I am sending you a summary of the information

1 . How many users does IdealZ have? _________________
2. How much is the monthly subscription? _________________
3. What amount is the desired investment? _________________
4. In how many different markets will the custom research be conducted? _________________
5. What percentage of equity does the company offer to the investors? _________________
1b In short
3
Write business summaries (cont’d.)
Ask students to rewrite the following justifications of a CEO to

convince investors, using the idiomatic expressions they just
learned:
We will apply ourselves with determination and call unknown
contacts to convince them to become a client.
We will try out every possibility to triple our sales.
Our marketing and sales teams will do more than expected to keep
profit margins at their maximum.
This company is my life; I am determined to make it the market
leader.
With this new idea, there is no limit to the possibility of success;
virtually everyone can sign up for it.
We are very serious about our projections in the business plan.
Performance
SG p. 40 the customized student goal.
Useful Have students fill out the business report in Activity 2b. Students
Expressions should assume that they are writing a summary of their
p. 43 accomplishments in the past year (50-100 words minimum).

their lesson goal.
Write a business summary on:

Extension 1 Useful - Business plan for novel application that allows tracking
Expressions company website visitors through a mobile app
Level 5–6 p. 43
Tell students that they are free to invent any missing information.
Ask students to imagine two business partners discussing a new

Extension 2 idea for a business plan (students can use the idea in Extension 1).
The inventor is enthusiastic but the other business partner thinks
Level 7–8 the idea is not feasible and will drive away investors.
away with the Present and practice:
fairies (UK) be in a dreamy state and lose touch with reality → away with the
go out of (one’s) fairies (UK)
mind go crazy → go out of (one’s) mind
go nuts become eccentric or mad→ go nuts
Useful Have students write a summary of their opinion about the business
Expressions plan. Encourage students to use the expressions taught in the unit.
p. 43

Write business summaries
2a Let me explain
Recommendations:
Justifications:
2b Attached please find the summary
Click to add title
Click to add text

executive summary, terms to knuckle down, cold call, to have (one’s) heart set on
course of action, unique, algorithm the sky’s the limit, to mean business, away with the fairies (UK)
to amplify, to hold equity share gone out of (one’s) mind, to go nuts
1
Vocabulary
Vocabulary
Unit Unit
A be grounded in fact (to) 19
abide by (to) 14 be head and shoulders above (to) 1
above and beyond 15 be on nodding terms (to) (UK) 13
above board 17 be over the moon (to) 8
accelerate (to) 6 be that as it may 11
accept an offer (to) 3 be up in arms (to) 9
account manager 10 bearer of bad news 6
ace up (one’s) sleeve (to) 17 beverage 14
acknowledge (to) 9 bid (to) 2
acronym 7 bio 15
advise against (to) 15 blink of an eye 5
advocacy 16 blood, sweat and tears 15
agenda 4 bottom line 5
ahead of the pack 12 brainstorm (to) 4
algorithm 20 brand 6
allow for (to) 14 branding 16
allowance 11 BRB 18
amplify (to) 20 break news (to) 6
appeal to (to) 15 bring to the table (to) 3
appointment 1 build bridges (to) 13
appropriate 2 bury (one’s) head in the sand (to) 6
appropriateness 4 by a long shot 3
as per our conversation 3 by no stretch of the imagination 11
as you know 1 C
assess (to) 7 call it a day (to) 5
association 1 call the shots (to) 10
at all cost 15 canteen 10
attendee 4 cards on the table 9
auxiliary 4 cargo 16
awareness 16 carry the weight (to) 10
away with the fairies (UK) 20 carry through (to) 5
B catch red-handed (to) 9
badge 1 catering services 4
balance 3 cc’d 10
barely scratch the surface (to) 6 change of heart 14
BCC 8 change the subject (to) 2
be acquired (to) 19 change your ways (to) 2
be beside oneself (to) 8 charitable donation 6
be cc’d (to) 5 check out (to) 17
BerlitzEnglish, Business Modules Email & Business Writing / Word List 11-04-14
158 ©2014 Berlitz Languages, Inc. Email & Business Writing • Vocabulary
Vocabulary 2
Unit Unit
chickens come home to roost 11 drive (s.o.) up the wall (to) 4
chips are down 5 driver 19
chore 4 driving force 6
circulate (to) 4 due date 5
class act 1 E
clinch a deal (to) 17 early-bird discount 3
CMO (Chief Marketing Officer) 15 emblem 6
coach 11 emoticon 18
cold call 20 emotional roller-coaster 6
collaborate (to) 1 endorse (to) 17
come down in price (to) 3 escalation 10
come in high (to) 3 EST 9
competitive edge 15 evidence 7
complementary 2 exchange rate 12
comprehensible 18 executive summary 20
concerning 3 executive 5
conclusion 11 expedited 16
constructive 7 expert opinion 1
contingent on 7 explore all avenues (to) 12
contract (to) 12 F
cope (to) 2 face facts (to) 19
copper-bottomed (UK) 17 face-to-face interaction 2
correspondence 2 fact of life 19
course of action 20 feedback 7
cover all your bases (to) 2 filter (to) 7
cover your back (to) 10 findings 7
credit score 6 fine-tune (to) 13
cross the line (to) 9 flight of fancy 11
cut to the quick (to) 18 fly in the face (to) 6
cutting edge 16 flyer 17
D focus on (to) 15
deal with (to) 5 for your own good 7
decision-maker 8 forecast 12
defensive 7 frown upon (to) 14
delegate (to) 4 funding cycle 6
deliver (news) 6 G
deliverable 5 game plan 2
difficulties 3 gauge (to) 12
distributor 9 get a grip (to) 8
donation 2 get around/round to (to) 13
Email & Business Writing • Vocabulary ©2014 Berlitz Languages, Inc. 159
1
Vocabulary 3
Vocabulary
Unit
Unit Unit
Unit

A get off someone’s back (to) 9 channels, advertising ~, marketing ~, promotional ~
hostile takeover 10
19
accountable
get off the ground (to) 12
12 hostilein (= check for messages, etc.)
check 6
16
accustomed
get the factstostraight (to) 192 clarify
HR department 2
13
achievable
get the short end of the stick (to) 917 closed
hybridquestion 13
19
acquire
get used to (to) 134 cloud
I (= Internet) 19
add
givethe finishing
(s.o.) touches
the benefit of the doubt (to) 918 collect (= gather)
I couldn’t care less 42
advertise
give the low-down (to) 10
19 comparatively
IMHO 10
18
all-in-one
glass ceiling 157 competitor
immersion course 311
all natural
glossy 97 compliance
in a heartbeat 517
allows (you)(to)
go ballistic to… 98 components
in comparison to/with 27
alternative
go bananas (to) 814 Condition
in point ofand
factcontrast: if + will, if not + will, 19
11
analyze unless, even though, although
go nuts (UK:
(to) analyse) 202 in the ballpark 2
annoy 13 conference 1
go the extra mile (to) 12 in the loop 3
appearance 12 connect with 19
go to great lengths (to) 6 in the meantime 2
appliances (rev.) 7 continue 5
go to pieces (to) 8 inconvenience 9
arrange 7 contract (v.) 18
going places 15 input 5
as a result of 17 Contracted form: it’s (=it has) 5
golden parachute 19 insight 1
assess 15 Contrast of simple present and present progressive 1
gone out of (one’s) mind 20 instruction 13
attract 2 contribute 16
GR8 18 internationalization 15
attracted to 16 Contrast of simple past and past progressive 4
graduate from (to) 15 internet access 3
audio 8 convenience 8
gratitude 2 interviewee 8
average (income, age, etc.) 9 costly 11
groan inwardly (to) 18 Is that a fact? 19
B count 7
gut feeling 9 J
back home 5 courteous 12
H job satisfaction 19
ballpark figure 14 criterion (pl. criteria) 18
half the battle 12 juggle (to) 5
battery 8 crucial 15
hang on by one’s fingernails (to) 15 K
Bear with me 13 cuisine 6
harsh 7 keep (one’s) fingers on the pulse (to) 12
Before / After / When + -ing 20 cut back (on) 18
hashtag 17 keep a cool head (to) 4
bells and whistles 13 cut down on 13
have a soft spot for someone (to) 18 keep one’s head above water (to) 17
benefit (n.) 8 D
have one’s heart set on (to) 20 keep someone posted (to) 17
billboard (UK: hoarding) 10 data mining 19
have the final word (to) 4 keep up with (to) 16
broadcast (media) 10 day-care center (UK: centre) 15
have the upper hand (to) 10 keep your hair on (to) (UK) 4
built-in 8 describe 2
have time on (one’s) hands (to) 8 know for a fact (to) 19
by the way 5 designer 3
hear through the grapevine (to) 17 know inside out (to) 13
C desirable 15
heated 4 known fact 19
capable of 2 detailed 17
hit a home run (to) 2 knuckle down (to) 20
care (v.) 11 determine 2
hit the airwaves (to) 17 L
care for + noun 6 detriment 8
hit the ground running (to) 6 lay down the law (to) 10
case 8 developer 3
hold equity share (to) 20 lay it on the table (to) 5
hold the reins (to) 10 lead 5
BerlitzEnglish, General Business English IG5 / Word List 07-25-14
Vocabulary 4
Unit Unit
learn the tricks of the trade (to) 15 on behalf of 6
Legal department 13 on credit 3
let go (to) 5 on time 8
let me know 3 OOO (out of office) 1
liable 10 open day 5
look forward to (to) 13 open to criticism 7
look on the bright side (to) 8 opportunity 8
look up to (to) 14 organizational chart 3
loop in (to) 10 orphan drug 8
lose it (to) 4 OT 18
M OTP 18
make a difference (to) 2 out of stock 13
make headway (to) 15 out of touch 17
make time (to) 8 outline (to) 6
man/woman of my word 7 out-of-pocket expenses 3
maternity leave 1 outperform (to) 2
matter of fact 19 overnight 3
mean business (to) 20 P
meet a deadline (to) 5 pass away (to) 6
methodology 11 pay dearly for (to) 11
mince (one’s) words (not to) 1 perishable 16
mind map 4 persistent 5
miss out (to) 6 personality 2
mixed feelings 14 personify (to) 4
moderate (to) 16 perspective 2
moderator 16 ping (to) 18
monkey business 9 pitch an idea (to) 2
my condolences 8 play games with (to) 9
N play second fiddle (to) 15
NGO 4 ponder upon (to) 6
nine times out of ten 12 potentially 1
no hard feelings 8 preference 2
nothing to sneeze at 5 premises 9
number cruncher 12 press release 16
O proceed (to) 5
object to (to) 13 procrastinate (to) 7
offensive 16 professional 3
office space 1 PST 9
office supplies 9 pull the strings (to) 10
OMG 18 pushy 5
1
Vocabulary 5
Vocabulary
Unit
Unit Unit
Unit

A put (s.o.) in the picture (to) 7 channels, advertising
set up a meeting (to)~, marketing ~, promotional ~ 10
14
accountable
put one’s foot down (to) 12
10 check
settle in (= check
a law for messages, etc.)
case (to) 66
accustomed
Q to 2 clarify
settlement 92
achievable
Q3 17
11 closed
sharp question
as a tack 113
acquire
quote 54 cloud
shot in Internet)
(=the dark 19
11
add
R the finishing touches 18 collect (= gather)
sign off on (to) 2
13
advertise
RBTL 10
18 comparatively
significant other 10
13
all-in-one
read between the lines (to) 197 competitor
slide 711
all natural
recipe for success 197 compliance
spare time 817
allows (you)
recipient to… 18 components
specimen 7
16
alternative
recommend (to) 114 Condition and contrast: if + will, if not + will,
speed networking 13
11
analyze unless, even though, although
record (UK: analyse) 62 spouse 16
annoy 13 conference 1
recovery 12 stakeholder 5
appearance 12 connect with 19
recurring 4 start-up 19
appliances (rev.) 7 continue 5
red herring 2 steer (to) 7
arrange 7 contract (v.) 18
refund (to) 13 steer clear (to) 6
as a result of 17 Contracted form: it’s (=it has) 5
regain one’s composure (to) 8 step on someone’s toes (to) 7
assess 15 Contrast of simple present and present progressive 1
re-launch (to) 6 stretch the truth (to) 9
attract 2 contribute 16
rely on (to) 14 strive to (to) 8
attracted to 16 Contrast of simple past and past progressive 4
replacement 1 subscriber 1
audio 8 convenience 8
reporting lines 11 survey 8
average (income, age, etc.) 9 costly 11
repositioning 6 sustainably 1
B count 7
requester 5 swallow (one’s) pride (to) 7
back home 5 courteous 12
responsibility 3 T
ballpark figure 14 criterion (pl. criteria) 18
retired 1 table the discussion (to) 5
battery 8 crucial 15
revenue 6 tackle the problem (to) 2
Bear with me 13 cuisine 6
ripple effect 11 take a pay cut (to) 3
Before / After / When + -ing 20 cut back (on) 18
run a meeting (to) 14 take at face value (to) 19
bells and whistles 13 cut down on 13
run against a deadline (to) 5 take credit (to) 7
benefit (n.) 8 D
S take into account (to) 7
billboard (UK: hoarding) 10 data mining 19
satisfaction survey 11 take it upon oneself (to) 10
broadcast (media) 10 day-care center (UK: centre) 15
save face (to) 14 take matters into (one’s) own hands (to) 12
built-in 8 describe 2
save time (to) 8 take something personally (to) 9
by the way 5 designer 3
scientific fact 19 terms 20
C desirable 15
seal of approval 10 the pleasure is mine 1
capable of 2 detailed 17
see eye to eye (to) 13 the sky’s the limit 20
care (v.) 11 determine 2
see the error of (one’s) ways (to) 7 think on your feet (to) 11
care for + noun 6 detriment 8
sense of urgency 5 think outside the box (to) 11
case 8 developer 3
set aside (to) 14 tight (deadline) 5
set in (one’s) ways (to) 7 time is money 8
BerlitzEnglish, General Business English IG5 / Word List 07-25-14
Vocabulary 6
Unit Unit
tit for tat 11 urge along (to) 5
TMI 18 V
to a fault 1 VAT (value-added-tax) 3
to whom it may concern 1 vendor 10
top dog 1 venture 3
tower of strength 1 venue 3
try someone’s patience (to) 7 W
turn a hair (not to) 14 wag the dog (to) 2
turnover 19 white paper 7
U with regard to 3
umpteenth 9 word of mouth 17
unaffected 9 work overtime (to) 3
unbiased 7 work-life balance 11
uneasy 10 Z
unique 20 zero tolerance 12
Useful Expressions
Greeting
Dear (valued) customer,
Hello Ms. Turner,
Hey / Hi (there) Sophie,
My dearest Thomas,
To whom it may concern:
Referring to a first meeting

We met at the Berlin conference.
You gave me your business card at the trade show.
You asked me to follow up by email on July 30th.
Re-introducing yourself
I’m a freelancer.
I’ve been working on the Borg project.
I am interested to hear your opinion about the launch.
I work in the marketing department.
My role is to coach business executives.
Scheduling a meeting
Would you be available on Friday? / the week after next?
Can we meet in our premises at your (earliest) convenience?
Making small talk

Hope you got back safely to Dublin.
It was really great to see you in Princeton last week.
Thank you for the tip about the spa in the Alps.
It was a real pleasure to finally put a face to the name.
It was really great meeting you again at the British Chamber of Commerce.
Requesting information
I am writing in reference to our meeting last Monday.
I have a few questions to ask about the merger.
Just a quick question about the contract draft.
As for our appointment, would Tuesday the 15th suit you?
Reminding colleagues of deadlines

Please kindly send me your input for the statistic results.
It is very urgent that you send me your feedback on this research.
May I remind you that the deadline is tomorrow?
I apologize for being so persistent, but we are on a tight schedule.
Replying to previous communication

As per our communication, I will send you the amendment by Friday.
Here are more details concerning the program we talked about.
Re: Your feedback.
I am contacting you regarding your request for information.
Email & Business Writing • Useful Expressions 43
164 ©2014 Berlitz Languages, Inc. Email & Business Writing • Useful Expressions
Useful Expressions
Ending the email

Looking forward to a swift resolution of the problem.
I am looking / I look forward to our meeting.
Please do not hesitate to contact me if you have further questions.
Referring to your position

I work in the advertising department.
My most recent position was Manager of Research and Development.
My current role is to come up with efficient ways to boost sales.
Referring to your professional background

I gained experience at the Los Angeles branch.
I led the Taipei team.
I have ample experience in Human Resources.
We have a strong track record for project execution.
Communicating on social media

Add me as a friend on PostArt.
Follow our company page on LoudMouth.
Like my posts on SocialCircle.
Recommend me on SayAnything.
Expressing facts
We found that online surveys are the most accurate.
The results indicate that sales went up 12%.
The evidence shows the partnership was a success.
In all likelihood, the company will move downtown.
Research shows that reducing our prices might be necessary.
The findings point at an improvement in our customer service quality.
Expressing opinions
As far as I am concerned, Alexandra’s reasoning is sound.
As for me, I think the risk is too important.
I am convinced that we need to open up to more markets.
In my experience, this strategy has never yielded good results.
In my opinion, we need to stick to the original plan.
To my mind, opening a branch in Singapore is more than justified.
Closing formally Closing informally

Best wishes, Best,
Many thanks, Have fun!
Respectfully yours, See you soon,
Yours sincerely, Take care,
Kind / Best regards, Your colleague,
44 Email & Business Writing • Useful Expressions
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Sample Emails
A. Making arrangements
Subject: Riverside project—initial discussion
Dear Mr Mavromatakis,
I hope this email finds you well. As you might imagine, things are now gathering pace for
the start of our joint venture on the Riverside construction project.
We would like to organise an initial round of discussion with your team to go through the
tasks we are concerned with in Phase 1. It so happens that I will be staying in Athens next
week for other business, so I was wondering if any time on Wednesday would be convenient
for you. Alternatively, we could set up an online meeting the week after that.
Please let me know at your earliest convenience what would work best on your end. I look
forward to your reply.
Best regards,
Susan O’Donnelly
Shamrock Future, Inc.
B. Confirming arrangements
Subject: Re: Riverside project—initial discussion
Dear Ms. O’Donnelly,

Many thanks for your email. I was glad to hear you will be in town next week, and hope you
will enjoy all Athens has to offer.
It will be difficult to meet on such short notice, however. Also, some of our investors are
based overseas and will need to participate in this initial discussion. That is why I suggest
we set up an online meeting for the following Wednesday, if that works for you and your
team. 10 a.m. our time would be ideal, but let me know if that is too early for you. I’ll pencil
it in for now, and wait for your confirmation.
Best regards,
Antonis Mavromatakis
Syntagma Development
Email & Business Writing • Sample Emails 45
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Sample Emails
C. Changing arrangements
Subject: Re: Re: Riverside project—initial discussion
Dear Mr Mavromatakis,
Sorry I am replying to you only now—I had to confirm my team would be available at the
time you suggested. Unfortunately, some of us have other commitments later that morning,
so we were hoping to bring our meeting forward to 9 a.m. your time. That way, we would be
certain not to have to cut the discussion short.
Please let me know if this slight change will still work for you.
Kind regards,
Susan O’Donnelly
Shamrock Future, Inc.
D. Requesting information / Making enquiries
Subject: Borg project—vendor invoice
Dear Rajesh,
As you know, our vendor on the Borg project recently submitted his first round of invoices,
and I have been tasked to process them.
However, it appears we have never made payments to this vendor before, and so there are
certain documents I need. I was hoping you could help: can you send me their W-8BEN tax
form, duly completed, as well as a copy of the original contract?
Many thanks in advance,
Jim
Accounting
E. Replying to enquiries
Subject: RE: Borg project—vendor invoice
Hello Jim,
Thanks for the email, and sorry about the missing documents. Please find the W-8BEN
attached, as requested. Unfortunately, I don’t have access to the original contract—only Kim
does. I’m cc’ing her so she can forward it to you directly.
Let me know if there is anything else.
Best,
Rajesh
46 Email & Business Writing • Sample Emails
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Sample Emails
F. Requesting action
Subject: UEI Malta—Inactive account
Dear valued customer,

We noticed that your account has been inactive for a while, and we would like to confirm
that you are still interested in our great quality products.
Please log on to https://www.uei.mt/my-account to answer a few questions and make sure
your contact preferences and profile information are up to date. It won’t take more than a
couple of minutes.
We thank you in advance, and hope to enjoy your patronage again soon at UEI.
Best regards,
The customer service team
G. Giving feedback
Subject: Re: Board of Directors presentation on Monday
Hi Makoto,
I got your presentation slides, thanks. They look good overall, and the Directors will be
pleased with the findings. That being said, I recommend you change a few things before we
deliver the presentation:
• Make sure all the slides include “Confidential” in the footer
• Increase the font in the axis bars of Slide 14’s bar chart
• Try to include one or two more visuals, especially at the start of a new section
Once this is done, the slides will be final and we’ll be good to go. Make sure you add your
name on the title slide—you did an excellent job and you should get credit for it.
Please resubmit by EOD.
Best,
Rob
Email & Business Writing • Sample Emails 47
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Sample Emails
H. Complaining
Subject: Issues with last shipment
Dear Madam or Sir,

I am writing to let you know how disappointed we have been with the latest batch of XR-350
parts. We received the shipment a day late and the exterior of several boxes had clearly
been damaged during transportation. Needless to say, the contents were as well: 20 of the
XR-350 parts are simply unusable, and our production schedule is now forced to be kept on
hold until the new parts are sent.
Considering our long business relationship, this is obviously very disappointing. We expect
you will replace the damaged items immediately, and ship it for delivery tomorrow, at no
extra cost. This will still affect production severely, and we hope you can provide some
additional compensation, as well as assurances that this will never happen again.
I look forward to your reply.
Regards,
Alicia Ramirez
I. Apologizing
Subject: A Special Discount for You!
Hello Maria,
Thanks for your email. We were extremely sorry to hear that you weren’t given the best of
experiences with our product. Please accept our most sincere apologies, on behalf of the
entire staff. I can assure you that your feedback has been forwarded to the relevant team,
and that it will be acted upon.
To show you how much we care about your custom, we would also like to offer a special
discount on your next order: enter the code SPCSRY10 at checkout for 10% off instantly.
Terms and conditions apply, see our website for details.
Best,
Piotr Kuzmin
48 Email & Business Writing • Sample Emails
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Return to page 154
Supplement
Unit 20 Activities 1A & 1B
Proposed Business
IdealZ represents software that allows businesspeople to calculate their life path and
estimated personal and professional success, based on their current situation and on specific
habits and plans. The program provides an estimation of the results when changing one or
more variables. It is unique in the market, as it is the only program that helps businesspeople
directly understand the potential consequences of changes.
The IdealZ algorithms could be amplified and improved to encompass all professions by
having access to large data sets and conducting multi-country surveys. This would lead to a
growth from the current 1,000 users at a $10 subscription per month to potentially millions of
users.
Market Management Funding Objectives
Consumers are The management IdealZ is seeking an Our objectives are as

increasingly informed team consists of investment of $500,000 follows:
and connected and are two world-renowned to purchase large data • Data collection through
inundated with choices entrepreneurs who sets from medical data purchase and
and advice. IdealZ could have transformed their and market research online market research
help them clearly map personal experience into institutions as well as to • Amplification of
out and understand algorithms. conduct custom research the algorithm to
their actions and in the top-20 markets. help individuals in any
consequences. In return, the company profession
offers a 40% equity • Marketing activities
share. to reach the additional
subscription
objectives.
Email & Business Writing • Supplement 49
170 ©2014 Berlitz Languages, Inc. Email & Business Writing • Supplement
Return to page 6
Practice Unit 1
1 Another way to say that
1 . I am interested in hearing about your organization. ____ a. The pleasure is mine.

2. To an unknown recipient ____ b. collaborating
3. It was nice to meet you, too. ____ c. insights
4. I’d like to get your ideas about our office space. ____ d. association
5. Would you be interested in working together. ____ e. To whom it may concern
2 1 Hello, my name is …
— Ms Palmer? I’m Miriam Woods. I work with Theo Sherman.

— Hi, Miriam. It’s a (1) _________________________ to meet you. You can call me Kate.
— Thank you. Theo (2) _________________________ that I should (3) _________________________ myself if
I saw you at this conference. He and I are working together on a new business plan.
— Oh, that’s great. What are you two (4) _________________________ on?
— We’d like to provide (5) _________________________ workers for women who take
(6) _________________________ leave. If you have some time, we’d like to ask for your
(7) _________________________ opinion regarding our plan.
— Of course. Please call my office, and set up an (8) _________________________ . I’ll be in town next week.
— Thanks, we will.
3 1 Follow-up email
Following the conference, Miriam writes Ms. Palmer an email to remind her of their meeting. Write the email.
Re-introduce yourself as Miriam Woods. State where you met Ms. Palmer and why you are contacting her.
Use an appropriate greeting.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Class acts
1 . Alberto is as sharp as a _________________________ and a great analyst. (fault / tack)

2. Gary was our top dog, but he _________________________ about three months ago. (collaborated / retired)
3. Salpy does not mince _________________________ , but she always means well. (meat / words)
4. Carlos is friendly to a _________________________ . We’ve never seen him argue with anyone. (fault / pal)
5. Jenna is on maternity _________________________ . She’ll be out of office for two months. (absence / leave)
6. Rachelle is head and _________________________ above her colleagues in writing creative ads. (hair / shoulders)
Email & Business Writing • Practice 51
172 ©2014 Berlitz Languages, Inc. Email & Business Writing • Practice
Return to page 14
Practice Unit 2
1 2 Expressing gratitude
Correct the false statements. TRUE FALSE

1 . Sarkis recently visited Frank Lloyd Wright’s Fallingwater. ______ ______
__________________________________________________________________________
2. The main purpose of the email is to thank Sarkis for a donation. ______ ______
__________________________________________________________________________
3. Hamad works for Frank Lloyd Wright. ______ ______
__________________________________________________________________________
4. This year’s fundraiser didn’t do well in comparison with last year’s event. ______ ______
__________________________________________________________________________
5. Sarkis donated $30,000 to Homes for the Homeless. ______ ______
__________________________________________________________________________
6. The email begins with small talk. ______ ______
__________________________________________________________________________
2 What’s your preference?
complimentary interaction personality perspectives preference
1 . Face-to-face _________________________ is often more effective than email correspondence.

2. It is inappropriate to express your _________________________ on politics in business emails.
3. In gratitude for your donation, we are sending a _________________________ coffee cup.
4. Between those two choices, my _________________________ is to move into a new office space.
5. Everyone enjoys working with Ali. He has a great _________________________ .
3 Go further: Game plan
1 . Make small talk before you _________________________ an idea to an old acquaintance. (pitch / tackle)
2. Their _________________________ was just within our budget. (bid / game plan)
3. Another bid was in the _________________________ , but just a little too high. (ballpark / bases)
4. If you run out of things to say about something, _________________________ the subject. (cover / change)
5. The whole discussion turned out to be a red _________________________ . (dog / herring)
6. It’s best to _________________________ a problem as soon as you’re aware of it. (change / tackle)
7. Send emails to all your contacts. You will want to cover all your _________________________ . (bases / ways)
8. I heard you hit a _________________________ with InterBuz. Good job! (game plan / home run)
52 Email & Business Writing • Practice
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Return to page 22
Practice Unit 3
1 3 A new venture
1 . What new business venture is the speaker presenting?

___________________________________________________________________________________________________
2. How does distance learning compare with face-to-face learning?

___________________________________________________________________________________________________
3. Who will take these courses?

___________________________________________________________________________________________________
4. Where will the courses be offered?

___________________________________________________________________________________________________
5. What will students be required to have in order to take these courses?

___________________________________________________________________________________________________
2 3 I require additional information
What questions would you have for the speaker? Write an email to the person who is responsible for the
courses. Ask for additional information about the new courses.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
3 In regard to those courses …
balance difficulties early-bird responsibilities taxes
1 . Will we offer a _________________________ of distance learning and face-to-face courses?

2. What _________________________ will I have for developing the courses?
3. Will there be any discounts for students with financial _________________________ ?
4. Are there value-added _________________________ associated with the price?
5. How early will students need to apply to qualify for the _________________________ discount?
4 Go further: An appropriate end to the sentence
1 . We need to research one more thing ____ a. to have the opportunity to work for Xasson.
2. Did you use overnight delivery ____ b. about out-of-pocket expenses.
3. I am writing to ask for information ____ c. before we accept the offer.
4. As an employee of this company, what can you ____ d. to send the package to the contractor?
5. I’m willing to take a pay cut ____ e. bring to the table?
Return to page 30
Practice Unit 4
1 4 Summarize the conversation
Tasks completed Tasks remaining
2 Accepting and declining invitations
Example: but / decline / I’m sorry, / I must / . I’m sorry, but I must decline.
1 . I cannot / I’m afraid / on Tuesday / make it / .

___________________________________________________________________________________________________
2. Tuesdays / me. / I’ll be / work for / there / .

___________________________________________________________________________________________________
3. for the / I must / late response, / but / Apologies / politely decline / .

___________________________________________________________________________________________________
4. but I’ll be / for including me / busy that afternoon / in the invite, / Thanks / .
___________________________________________________________________________________________________
5. my assistant Janice / I cannot / but please invite / make it, / .

___________________________________________________________________________________________________
3 5 Go further: Making arrangements
1 . Debbie is calling to ________________________________________________________________________________
2. Felicia works for __________________________________________________________________________________
3. Debbie was relieved because _______________________________________________________________________
4. The event will take place from ______________________________________________________________________
5. Debbie won’t make the final decision on _____________________________________________________________
6. To start the process of selecting a menu, Debbie will _________________________________________________
4 Go further: Losing it
I couldn’t care (1) _________________________ about the company’s financial situation. Talking about money all
the time is beginning to drive me (2) _________________________ . The meeting about pay cuts was especially
(3) _________________________ . It’s hard to keep a (4) _________________________ when you’ve been working
overtime for months and now the company wants to cut your pay.
Return to page 38
Practice Unit 5
1 Dealing with business
input lead proceed pushy quotes requests
1 . We’ll make our decision after we receive the _________________________ from potential vendors.
2. The team is not responding to their supervisor. The supervisor needs to be a bit more
_________________________ .
3. We have a solid _________________________ on some potential buyers. We should contact them soon.
4. Use email to respond directly to the _________________________ . They need an answer today.
5. Stakeholders have some _________________________ regarding financial decisions. Set up a meeting with
them to hear their concerns.
6. Please _________________________ with the meeting arrangements as planned.
2 6 A change in plans
1 . What issue are the speakers dealing with?
___________________________________________________________________________________________________
2. What does Jack suggest they do to meet the new deadline?
___________________________________________________________________________________________________
3 6 Reporting the change
At the end of the conversation, Carl promised to send an email about the new deadline. Write Carl’s email.
Describe the problem and the plan for how to proceed.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Deadlines are nothing to sneeze at
1 . Even though we’re under a tight deadline, the board of directors decided to table the
_________________________ . (meal / discussion)
2. I need you to hurry because we’re running _________________________ a deadline. (up against / to match)
3. Our favorite clients are ones who _________________________ through on everything. (meet / carry)
4. Let’s _________________________ a day since we’re all tired. (wait for / call it)
5. The approaching deadline gave everyone a _________________________ of urgency. (sense / push)
6. The _________________________ line is that we need to meet the deadline. (bottom / under)
Return to page 46
Practice Unit 6
1 An emotional roller coaster of news
We’ve received a charitable donation. Our biggest investor recently passed away.
Revenue is down on our best-selling product. We finally settled the lawsuit.
We need to reposition our brand. We got a low credit score.
The new brand is selling at an accelerated pace. We are looking at record sales.
Good new sBad new
2 7 What’s the news?
1 . What news does Sophie have for Ben?
___________________________________________________________________________________________________
2. Why might this be good news for Lana?
___________________________________________________________________________________________________
3. Why does this news come at a bad time for Sophie and Ben?
___________________________________________________________________________________________________
4. How do you think Ben and Sophie will solve the problem?
___________________________________________________________________________________________________
3 8 Moving on and moving up
1 . What news is Sophie breaking to Ben?
___________________________________________________________________________________________________
2. Sophie says that Ben has “gone to great lengths to recruit volunteers.” What does this mean?
___________________________________________________________________________________________________
3. What might happen after the next funding cycle?
___________________________________________________________________________________________________
4. Ben says that he’s ready to “hit the ground running.” Do you think he will bury his head in the sand
or become a driving force? How do you know?
___________________________________________________________________________________________________
Return to page 54
Practice Unit 7
1 Your experience
1 . What are some common acronyms used in your line of business?
___________________________________________________________________________________________________
2. What types of things must be taken into account before a company can assess its profits?
___________________________________________________________________________________________________
3. What activities do you procrastinate on? Why do you procrastinate?
___________________________________________________________________________________________________
4. Why is it important to be unbiased when presenting evidence?
___________________________________________________________________________________________________
2 9 Write the feedback as an email
Before speaking with Audrey, Latoya wrote the feedback as an email. Use the information from the
discussion to write the email. Remember to provide constructive feedback.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
3 Go further: Some harsh feedback
credit criticism defensive evidence good pride procrastinate
Simon,
I want you to know that I am disappointed in your recent work. Previously, your work was on time,
accurate, and consistently well written. Recently, however, you (1) _________________________ in delivering
your work, and although it is late, it is not well written. In fact, much of the (2) _________________________
you use is out of date. In one report, you even took (3) _________________________ for someone else’s work.
I have tried to discuss this with you in person, but you have not been willing to listen. Instead, you are
(4) _________________________ .
For your own (5) _________________________ , put more effort into your work. Swallow your
(6) _________________________ , and be open to (7) _________________________ . I know you can do quality
work, I expect to see it in the future.
Return to page 62
Practice Unit 8
1 Which word?
1 . Please send your thoughts about the _____________________ we met last week. We would like to make our
hiring decisions in the next few days.
a. decision maker b. interviewee c. recipient
2. At ADG we _____________________ to provide the best quality and service.
a. assess b. delegate c. strive
3. I missed a great _____________________ to send a clever response.
a. opportunity b. record c. survey
4. Please complete the attached _____________________ . It will help us improve our service to you.
a. acronym b. outline c. survey
2 10 ADG’s requests
1 . ADG is asking for the transaction _________________________ for July.

2. Mark will send it _________________________ as possible.
3. Joann is the _________________________ maker regarding national _________________________ .
4. Cynthia will use _________________________ to copy Joann without ADG knowing.
3 10 Your reply to ADG
Send the email response to ADG. Use one or more of the phrases in the box.
as per our agreement … as per your request concerning the … regarding the …
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Don’t waste time
1 . We need to respond to that customer quickly because time is _________________________ .

2. If you have any _________________________ time. Would you please help me with this project?
3. Arty has a lot of time on his _________________________ since his last project ended.
4. We could _________________________ a lot of time if we cut down on the small talk during our meetings.
5. Although everyone arrived _________________________ time, the meeting started late.
6. It’s important to _________________________ time for your family. Work isn’t everything.
Return to page 70
Practice Unit 9
1 11 I’m calling to complain
1 . What is the caller’s complaint?

___________________________________________________________________________________________________
2. How does the customer service rep acknowledge the complaint?

___________________________________________________________________________________________________
3. What words does the company representative use to apologize?

___________________________________________________________________________________________________
4. How does the company deal with the problem?

___________________________________________________________________________________________________
2 11 Please accept our apologies
As follow-up to the phone call, Vahe is sending a letter to the customer. Write the letter. Apologize again,
acknowledge the complaint, explain the problem, explain the settlement, and end the letter politely.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
3 Go further: Lots of emotions
be beside oneself go ballistic keep a cool head

be up in arms go bananas lose it
get a grip go to pieces regain composure
Losing control of one’s emotions Controlling emotions
4 Go further: Reporting emotions
Write sentences using phrases for losing control and controlling emotions.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
Return to page 78
Practice Unit 10
1 Dos and don’ts

When you have a complaint that you cannot solve on your own, what steps should you take?
DO DON’T
1 . Forward the complaint to the entire team. ______ ______
2. Provide a long, detailed explanation of the situation. ______ ______
3. Explain what you need from the person you have escalated the issue to. ______ ______
4. Follow up to be sure the person received your email. ______ ______
5. Express your emotions clearly. ______ ______
2 12 This looks like a problem
1 . What problem has the complainant written about? ___________________________________________________
2. What is the likely cause of the problem? _____________________________________________________________
3. Who does Kay suggest that Eric escalate the problem to? ____________________________________________
4. How would Kay like to be involved with the situation? ________________________________________________
3 Escalate it to Charlie
Forward the complainant’s email to Charlie, and provide a short summary of the situation. Remember to tell
Charlie what you need from him. Keep a formal, respectful tone.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Take it upon yourself
1 . If you call the shots in your company, you are ____ .

a. an account manager b. the CEO
2. To cover your back when someone accuses your company of a crime, you should ____.
a. loop in the legal department b. wear dark clothing
3. The person on your team whose decisions carry the most weight is .
____
a. your boss b. the person who causes problems

4. If your boss gives your report a seal of approval, the work ____ .
a. is ready to be published b. needs to be edited
5. An account manager is likely to take it upon himself to ____ .
a. sell the company b. solve a customer’s problem
6. If you are pulling some strings for a colleague, you .
____
a. are complaining about the person b. want to help the person
Return to page 86
Practice Unit 11
1 13 Which part of a report is that from?
Terms of
Methods Findings Conclusions Recommendations
Reference
1.
2.
3.
4.
5.
6.
2 14 Write the report
Provide your own recommendations.

Terms of Reference: _________________________________________________________________________________
______________________________________________________________________________________________________
Method: _____________________________________________________________________________________________
______________________________________________________________________________________________________
Findings: ____________________________________________________________________________________________
______________________________________________________________________________________________________
Conclusions: _________________________________________________________________________________________
______________________________________________________________________________________________________
Recommendations: __________________________________________________________________________________
______________________________________________________________________________________________________
3 Go further: Thinking outside the box
1 . Things change quickly in this business. You have to ________________________ on your feet. (think / walk)
2. Any recommendations we make without researching the issue will be just a ________________________ in the
dark. (light / shot)
3. Work-life balance can have a ________________________ effect on employee satisfaction. (ripple / simple)
4. One flight of ________________________ can inspire a whole marketing campaign. (fancy / stairs)
5. I have not achieved work-life balance by any _______________________ of the imagination. (stretch / way)
6. We always come up with the same conclusions. We need to start thinking outside the
________________________ . (box / office)
7. We will pay ________________________ for pulling out of the market too quickly. (dearly / sincerely)
Return to page 94
Practice Unit 12
1 15 About that information …
1 . The male speaker ____ some information that Naomi referred to. a. missed b. criticized
2. To answer a question, Naomi goes back to a slide about global ____ . a. markets b. forecasts
3. A ____ line on a graph represents information about the EEA. a. green b. top
4. Angie asks a question regarding historic ____ rates. a. appreciated b. exchange
5. Naomi will send Angie some ____ pages. a. scanned b. former
2 With regard to …
You have questions about information given at work. Begin emails using these phrases.
Based on ... Concerning … In reference to … In the matter of … Regarding … With regard to …
1 . You want to know why your company is focusing on the exchange rate between dollars and Yuan.
___________________________________________________________________________________________________
2. You’d like to know what contributed to the company’s recovery in revenue in the third quarter.
___________________________________________________________________________________________________
3. You want your boss to clarify how he developed his forecast for next year’s sales.
___________________________________________________________________________________________________
4. You want to gauge the time it will take for your employees to finish a recent project.
___________________________________________________________________________________________________
3 Go further: Another way to say it
Example: Lilia always knows what’s happening in the high tech industry.
Lilia has her finger on the pulse of the high tech industry.
1 . Most of the time Kelly’s forecasts are correct.

___________________________________________________________________________________________________
2. We do not allow any personal use of company email.

___________________________________________________________________________________________________
3. We really need this client. Try every possible way to get in contact with their CEO.
___________________________________________________________________________________________________
4. Making a decision on file formats will solve most of the problem.

___________________________________________________________________________________________________
5. I really need you to take care of this yourself.

___________________________________________________________________________________________________
Return to page 102
Practice Unit 13
1 16 What did that mean?
1 . What instructions did Eric James give in his email?

___________________________________________________________________________________________________
2. What was strange about the ending to the email?

___________________________________________________________________________________________________
3. What have Malcolm and Erica inferred based on the email’s ending?
___________________________________________________________________________________________________
2 Who is the recipient?

1 . Many thanks for your quick sign-off on that report. a. a supervisor b. a colleague
2. Have fun on your vacation. a. a coworker b. the president
3. I miss you already. Love always … a. his client b. his parents
4. Thanks again for your patronage. Best wishes … a. a client b. her husband
5. I look forward to working together. Respectfully yours … a. his wife b. a new vendor
3 More than one way to say that
instructions fine-tune not used to object to out of stock refund
1 . I’m sorry, but the X420 Harddrive is not available at this time.
___________________________________________________________________________________________________
2. I’m returning the backpack, and I’d like my money returned to me.
___________________________________________________________________________________________________
3. The company provided detailed guidelines for how to complete the work.
___________________________________________________________________________________________________
4. I’m not yet accustomed to the new processes.

___________________________________________________________________________________________________
5. Mr. Osakue disagrees with our suggestion on how to contact the client.
___________________________________________________________________________________________________
6. Venetria will make some adjustments to the business plan before we submit it.
___________________________________________________________________________________________________
4 Go further: More sayings

1 . Adri and Nina have learned to see eye to _________________________ . They may even become friends.
2. Terence asked me to compose the proposal letter. He said I am good at building _________________________ .
3. I’m looking forward to meeting your significant _________________________ at the awards banquet.
4. Give that to the Legal Department, they know those laws _________________________ out.
Return to page 110
Practice Unit 14
1 17 Thinking out loud
1 . Why did Dave approach Cody? _____________________________________________________________________
2. What is Dave in charge of? _________________________________________________________________________
3. How does Dave want to write the invitation? _________________________________________________________
4. What is Cody’s advice? _____________________________________________________________________________
2 17 Rewrite Dave’s correspondence about the meeting
Hi everybody,
I’m just writing to let you know that this year’s general meeting will be on Friday, May 20. It’s a fancy
event, so be sure to wear your finest. As always, the president will tell us how the company’s doing. She’ll
give a forecast for the next quarter. Best of all, we will be announcing the winners of the sales awards! I’m
attaching a map and directions. Please let me know if you will be there.
Thanks, Dave
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
3 Go further: Make it less formal
Example: Jamie has conflicting emotions about attending the shareholder’s meeting.
Jamie has mixed feelings about going to the shareholder’s meeting.
1 . Leon will make arrangements for the meeting.

___________________________________________________________________________________________________
2. Michelle asked Carmen to conduct the meeting while Michelle is out of the office.
___________________________________________________________________________________________________
3. During the meeting, Hui-Na presented performance reviews as a matter for discussion.
___________________________________________________________________________________________________
4. Carmen suggested that the discussion of performance reviews be postponed until Michelle returned.
___________________________________________________________________________________________________
Return to page 118
Practice Unit 15
1 Identify examples
1 . internationalization ____ a. completing a university degree in business administration

2. competitive edge ____ b. present occupation as a marketing planner
3. current position ____ c. introducing a shoe business to new markets in Asia
4. formal education ____ d. have more knowledge than other interviewees
5. focus on ____ e. pay closer attention to one department
2 18 Meet Dr. Isabelle Shah
1 . What did Dr. Shah focus on in school? ______________________________________________________________
2. Where did she get her formal education? ___________________________________________________________
3. What is Dr. Shah’s current position? ________________________________________________________________
4. What type of project is she currently working on? ___________________________________________________
5. What awards has she won? ________________________________________________________________________
3 18 Write Dr. Isabelle Shah’s bio
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: The tricks of your trade
1 . Do most people in your field learn the tricks of the trade in school or in the workplace?
___________________________________________________________________________________________________
2. What does it take to go above and beyond in your field?
___________________________________________________________________________________________________
3. Name a person who is really going places in your field.
___________________________________________________________________________________________________
Return to page 126
Practice Unit 16
1 The benefits of blogs

1 . How can a blog help a company with branding?
___________________________________________________________________________________________________
2. What types of events would your company announce through a press release?
___________________________________________________________________________________________________
3. Who would be the readers of a blog developed by your company?

___________________________________________________________________________________________________
4. How can an advocacy organization use a blog to help people?

___________________________________________________________________________________________________
5. Why is it important for businesses to have a moderator for their blogs?

___________________________________________________________________________________________________
2 Say the opposite
cargo expedite moderately offensive perishable
1 . Reviewers found the presentation to be pleasing. ___________________________________________________
2. Let’s slow down the process. ______________________________________________________________________
3. The food in this package will not decay. ____________________________________________________________
4. The product is highly flammable. ___________________________________________________________________
5. This train carries passengers. _____________________________________________________________________
3 19 Getting the word out
1 . Where do the speakers work? ______________________________________________________________________
2. What are they discussing? _________________________________________________________________________
3. What will Kelly be responsible for? _________________________________________________________________
4. How will Ramiro participate in the blog? ___________________________________________________________
5. What types of posts will Noah write? _______________________________________________________________
4 20 Go further: Write a post

Choose a role——Kelly, Noah, or Ramiro. Write your initial post for the blog. What information will you share?
Write about an event at the museum, or share information about cutting edge technology used in natural
history. You might even want to post some questions that will start an interesting discussion.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
Return to page 134
Practice Unit 17
1 Social networking for business or pleasure?

PERSONAL PROFESSIONAL
1 . announcing the release of a new product ______ ______
2. announcing the birth of your child ______ ______
3. announcing a job at your company ______ ______
4. advertising new operating hours for your place of work ______ ______
5. posting pictures from your recent vacation ______ ______
6. joining a network of people in your industry ______ ______
2 21 The plan
1 . Overall, what is Mindy working on?
___________________________________________________________________________________________________
2. What will happen if people go to the old website?
___________________________________________________________________________________________________
3. What is Mindy creating to use on many social media platforms?
___________________________________________________________________________________________________
4. What information will the flyers include?
___________________________________________________________________________________________________
3 21 The first post
Write the first post announcing Mindy’s social media site.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Match sentence endings
1 . We’ve kept our heads above water ____ a. the company hired a professional blogger.
2. Arthur clinched the deal in time ____ b. made us seem really out of touch.
3. I heard through the grapevine that ____ c. hits the blog gets.
4. The failure to use a hashtag ____ d. even though profits are down.
5. We’ve looked into the allegations, and ____ e. to boost first quarter earnings.
6. Please keep me posted on how many ____ f . everything seems to be above board.
Return to page 142
Practice Unit 18
1 22 Getting the message
1 . The male speaker sent a message to inform Andrea that _____________________________________________
2. Andrea is probably _______________________________________________________________________________
3. Andrea will relay the question by ___________________________________________________________________
4. The acronym ASAP means ________________________________________________________________________
5. When Andrea has time to talk, she will ______________________________________________________________
2 Acronym and emoticon madness
APAC arrg B2B B2C BRIC BTW COB EOD ETA :) NP POS RE ROI :( :O TX
Useful for international business Useful for all business Best for personal use
3 Write text messages with acronyms and / or emoticons
1 . Write a text message to your supervisor regarding a business-to-business partnership in Asia.
___________________________________________________________________________________________________
2. Write a text message to you sister expressing sadness that she will be arriving late from a business trip.
___________________________________________________________________________________________________
3. Write a text message to a vendor explaining that their work is due by the end of the day.
___________________________________________________________________________________________________
4 Go further: That was really inappropriate!
feet groaned hostile significant soft to
— I guess I’ve had a (1) ________________________ spot for Patricia ever since I heard that her husband
passed away. I (2) ________________________ inwardly when David said that everyone should bring his or
her
(3) ________________________ other.
— I don’t think he was thinking about what he was saying. Does he know about her husband?
— Yes. He just doesn’t think on his (4) ________________________ . Remember last year when he offended
our client with a (5) ________________________ statement about religion.
— That was horrible! His statements really cut (6) ________________________ the quick sometimes.
Return to page 150
Practice Unit 19
1 23 Was that a fact or an opinion?

FACT OPINION
1 . There will be a change in payroll. ______ ______
2. Employees will be paid twice a month. ______ ______
3. The company will soon be sold. ______ ______
4. Brad’s previous company was acquired because it was a start-up. ______ ______
5. Large, international companies are seldom sold. ______ ______
2 24 Should I take this at face value?
1 . What is Sandy excited about? _____________________________________________________________________
2. What does the ad claim? __________________________________________________________________________
3. Is Sandy convinced that the claim is backed by evidence? How do you know? __________________________
___________________________________________________________ ________________________________________
4. What suggestion does Fiona give? __________________________________________________________________
3 24 The evidence shows
You are a reporter for Consumer Findings. Write the review. Use both facts and opinions.
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
______________________________________________________________________________________________________
4 Go further: Is that a fact?
face get grounded known life low down
1 . Consumer Findings found that the ad about the hybrid’s battery was not _________________________ in fact.
2. The website also gave the _________________________ on other hybrid batteries.
3. Sandy was forced to _________________________ the fact that her dream car was not perfect.
4. The company that sells the Sunshine 323 needs to _________________________ its facts straight.
5. Although the car’s battery may not be head and shoulders above the rest, it is a _________________________
fact that hybrids are more efficient than other cars.

6. Unfortunately, misleading ads are a fact of _________________________ .
Return to page 156
Practice Unit 20
1 Is it good or bad advice for writing executive summaries?

GOOD ADVICE BAD ADVICE
1 . Be sure to add unique information that was not part of the main report. ______ ______
2. Keep your summary brief. ______ ______
3. Don’t forget to include the justification for the course of action. ______ ______
4. Provide your own opinions based on the report’s conclusions. ______ ______
5. Share only information from the report that you find interesting. ______ ______
2 25 Finishing up the executive summary
1 . What is Maureen working on?
___________________________________________________________________________________________________
2. What information does Essam give Maureen?
___________________________________________________________________________________________________
3. What more information does Maureen inquire about?
___________________________________________________________________________________________________
4. What is Essam writing?
___________________________________________________________________________________________________
3 Which word?
1 . If the _________________________ aren’t clearly defined, the report might not be valid. (summaries / terms)
2. An executive _________________________ should accompany the report. (algorithm / summary)
3. Eva is an excellent consultant. She always has _________________________ suggestions. (amplified / unique)
4. You can only _________________________ equity shares if you’re a partner in the firm. (hold / share)
4 Go further: Use an expression with the same meaning
1 . This summary needs to be finished by EOD. I really need to apply myself and get it finished.
___________________________________________________________________________________________________
2. Wen-chuan was determined to take some time off this week, but she couldn’t because she had to write
the executive summary.
___________________________________________________________________________________________________
3. With the acquisition of Simply Fantastic, Inc. there is no limit to our possibility of success.
___________________________________________________________________________________________________
4. Tim went crazy when he heard about the bonuses.
___________________________________________________________________________________________________
Answer Key
UNIT 1 Exercise 2
1. I’m afraid I cannot make it on Tuesday.
Exercise 1 2. Tuesdays work for me. I’ll be there. / I’ll be
1. d 2. e 3. a 4. c 5. b there. Tuesdays work for me. 3. Apologies for
the late response, but I must politely decline.
Exercise 2 4. Thanks for including me in the invite, but I’ll
1. pleasure 2. recommended 3. introduce be busy that afternoon. 5. I cannot make it,
4. collaborating 5. replacement 6. maternity but please invite my assistant Janice.
7. expert 8. appointment
Exercise 3
Exercise 3 1. book a venue for a corporate event 2. Waterside
Answers will vary. Inn and Suites 3. she was having trouble finding
a venue for the event 4. October 17th to 19th
Exercise 4 5. menus for the event 6. circulate the options
1. tack 2. retired 3. words 4. fault 5. leave and point out appropriate choices
6. shoulders
Exercise 4
1. less 2. up the wall 3. heated 4. cool head
UNIT 2
Exercise 1 UNIT 5
True: 2, 6 False: 1, 3, 4, 5
Exercise 1
Exercise 2 1. quotes 2. pushy 3. lead 4. requesters 5. input
1. interaction 2. perspectives 3. complementary 6. proceed
4. preference 5. personality
Exercise 2
Exercise 3 1. Clients are asking to push up the deadline. 2. He
1. pitch 2. bid 3. ballpark 4. change 5. herring suggests they juggle people to put more people on
6. tackle 7. bases 8. home run the project.
Exercise 3
UNIT 3 Answers will vary.
Exercise 1 Exercise 4
1. distance learning courses 2. Students can 1. discussion 2. up against 3. carry 4. call it
take the courses over the Internet. 3. healthcare 5. sense 6. bottom
professionals 4. over the Internet—students can
take them from home or work. 5. Internet access
UNIT 6
Exercise 2
Answers will vary. Exercise 1
Good news: We’ve received a charitable donation.
Exercise 3 The new brand is selling at an accelerated pace.
1. balance 2. responsibilities 3. difficulties We finally settled the lawsuit. (this could be bad
4. taxes 5. early-bird news depending on the result of the settlement)
We are looking at record sales. Bad news: Revenue
Exercise 4 is down on our best-selling product. We need
1. c 2. d 3. b 4. e 5. a to reposition our brand. Our biggest investor
recently passed away. We got a low credit score.
UNIT 4 Exercise 2
1. Lana is moving to Toronto. 2. Lana has family
Exercise 1 in Toronto. 3. They will be trying to accelerate
Tasks completed: agenda created, room reserved volunteer recruitment with a smaller staff.
for recurring event, invite sent to Kristy, Adam, 4. Answers will vary.
and Adam’s team Tasks remaining: Adam will
review the agenda, invite Kristy’s team, invite
Jan Fowler, circulate agenda
Email & Business Writing • Answer Key 71
192 ©2014 Berlitz Languages, Inc. Email & Business Writing • Answer Key
Answer Key
1. He will be promoted to acting supervisor. Answers will vary.
2. He has made a huge effort. 3. Ben may get a
full promotion. 4. He will become a driving force.
UNIT 10
UNIT 7 Exercise 1
Dos: 3, 4 Don’ts: 1, 2, 5
Exercise 1
1. She believes the company fraudulently charged
Exercise 2 her credit card. 2. identity theft 3. Charlie, an
Answers will vary. account manager 4. She’d like to be cc’d on all
correspondence.
Exercise 3
1. procrastinate 2. evidence 3. credit Exercise 3
4. defensive 5. good 6. pride 7. criticism Answers will vary.
Exercise 4
UNIT 8
1. b 2. a 3. a 4. a 5. b 6. b
Exercise 1
1. b 2. c 3. a 4. c UNIT 11
1. record 2. as soon 3. decision; surveys 4. BCC 1. findings 2. methods 3. recommendations
4. terms of reference 5. recommendations
Exercise 3 6. conclusions
Answers will vary.
Exercise 2
Exercise 4 Answers will vary. Terms of reference: Survey
1. money 2. spare 3. hands 4. save 5. on was requested by the CEO Tony Ang. Method:
6. make online survey completed by all employees
Findings: 91 % of employees believe reporting
lines are well organized. 82% of employees are
UNIT 9 slightly satisfied or slightly unsatisfied with work.
Conclusions: Reporting lines are not a problem.
Exercise 1
Employee satisfaction with work experience is
1. There was a delay in delivery of office supplies, lower than expected. Recommendations: Answers
and two printer cartridges were damaged. will vary.
2. He repeated the issue and confirmed that
none of the other supplies were damaged. Exercise 3
3. He said, “I apologize for the inconvenience.” 1. think 2. shot 3. ripple 4. fancy 5. stretch
He also said, “Please accept my apologies …” 6. box 7. dearly
4. They will send replacement cartridges through
overnight delivery, and they will throw in an
extra cartridge. UNIT 12
Answers will vary. 1. a 2. b 3. a 4. b 5. a
Losing control of one’s emotions: be beside Answers will vary.
oneself, be up in arms, go ballistic, go bananas, go
to pieces, lose it Controlling emotions: get a grip, Exercise 3
keep a cool head, regain composure Answers will vary, but should include: 1. nine times
out of ten 2. zero tolerance 3. explore all avenues
4. half the battle 5. take matters into your own
hands
72 Email & Business Writing • Answer Key
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Answer Key
UNIT 13 UNIT 16
1. They need to fine-tune business processes and Answers will vary.
get around to professional development. 2. He
said he was looking forward to seeing them. Exercise 2
3. He will be visiting the department and 1. Reviewers found the presentation to be
announcing changes. offensive. 2. Let’s expedite the process. 3. The
food in this package is perishable. 4. The product
Exercise 2 is moderately flammable. 5. This train carries
1. a 2. a 3. b 4. a 5. b cargo.
Answers will vary, but should contain: 1. out of 1. They work in a museum. 2. Responsibilities for
stock 2. refund 3. instructions 4. not used to developing a blog. 3. Relating information from
5. objects to 6. fine-tune press releases 4. Ramiro will moderate news from
the natural sciences. 5. Noah will write about
Exercise 4 advocacy-related events.
1. eye 2. bridges 3. other 4. inside
Exercise 4
Answers will vary.
UNIT 14
Exercise 1 UNIT 17
1. He wanted advice about writing correspondence
for a meeting. 2. He’s in charge of correspondence Exercise 1
for the general annual meeting. 3. He wants to Personal: 2, 5 Professional: 1, 3, 4, 6
write it informally. 4. Cody advises that it be
formal. Exercise 2
1. She is working on a social media plan. 2. They
Exercise 2 will be automatically redirected to the new site.
Answers will vary. 3. She is creating a hashtag. 4. The flyers will
include information about services, endorsements,
Exercise 3 bios, and links to other social media accounts.
1. Leon will set up the meeting. 2. Michelle asked
Carmen to run the meeting while Michelle is gone. Exercise 3
3. … Hui-Na laid performance reviews on the table. Answers will vary.
4. Carmen suggested that the discussion of
performance reviews be tabled … Exercise 4
1. d 2. e 3. a 4. b 5. f 6. c
UNIT 15
UNIT 18
Exercise 1
1. c 2. d 3. b 4. a 5. e Exercise 1
1. the return flight had been delayed 2. their
Exercise 2 supervisor 3. phone 4. as soon as possible
1. She focused on robotics. 2. U Tech 3. Robotics 5. contact them / ping them / call them
consultant 4. Medical applications for robotics
5. The Lewis Award Exercise 2
Answers may vary. International business: APAC,
Exercise 3 BRIC All business: B2B, B2C, COB, EOD, ETA, :),
Answers will vary. POS, RE, ROI, TX Personal: arrg, BTW, :), NP, :(,
:O, TX
Exercise 4
Answers will vary, but may include: 1. RE, B2B,
APAC 2. :(, ETA 3. ETA, EOD / COB
Email & Business Writing • Answer Key 73
194 ©2014 Berlitz Languages, Inc. Email & Business Writing • Answer Key
Answer Key
Exercise 4
1. soft 2. groaned 3. significant 4. feet 5. hostile
6. to
UNIT 19
Exercise 1
Fact: 1, 2 Opinion: 3, 4, 5
Exercise 2
1. a new hybrid car 2. The car has the most
efficient battery ever developed. 3. No, she
wants to research the facts. 4. check out
Consumer Findings
Exercise 3
Answers will vary.
Exercise 4
1. grounded 2. low down 3. face 4. get 5. known
6. life
UNIT 20
Exercise 1
Good advice: 2, 3 Bad advice: 1, 4, 5
Exercise 2
1. the executive summary 2. a revised list of
report terms 3. updates for that data 4. the
course of action for the next year
Exercise 3
1. terms 2. summary 3. unique 4. hold
Exercise 4
1. … I really need to knuckle down to get it finished.
2. Wen-chuan had her heart set on …
3. … the sky’s the limit. 4. Tim went nuts … / Tim
went out of his mind …
74 Email & Business Writing • Answer Key
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Audio Script 1
UNIT 1 UNIT 2
TRACK 1 | ACTIVITY 2A TRACK 2 | ACTIVITY 1A | A
— Hello. It’s a pleasure to meet you! May I Dear Mr. Smith,
introduce myself? My name is Jack Johnson. I hope you had a safe trip back home! In the
— Hello Mr. Johnson. The pleasure is mine! My meantime, I have started reading the book you
name is Julie Bentley, but please call me Julie. recommended on the intelligence of the masses. It
I can see by your badge that you work for the definitely opens a new perspective on how groups
largest energy provider here in town … of people can work together and outperform
— Indeed, I am Head of the Research Department the intelligence of one person in specific cases.
at Mayer Utilities. And please, call me Jack. Recently, I read a book that presents a quite
— I was in the audience when you gave your panel complementary view. It discusses and analyzes
presentation on sustainable energy for urban the reasons why individual people grow to be
planning. It was an excellent overview of the geniuses. Let me know if you are interested and I
subject. I am currently working on an article. will email you further information.
Would you be interested in being interviewed?
Looking forward to continuing the conversation.
We would love to capture your expert opinion.
— That would be an honour. I see from your badge Best regards,
that you are writing for the Environmentalist Julia Rice
Journal. I am a subscriber and regular reader.
— That’s great! May I have your business card TRACK 3 | B
to contact you later in order to set up an Dear Ms Odwand,
appointment for the interview? Thank you for your attendance and generous
— Here you are. May I have yours as well? donation at our annual gala event. I wanted to
— Definitely. Here you are. express our gratitude especially for your bid
— Please explain what the interview will be about during the silent auction. We really appreciate
so I can prepare some facts and figures. you bidding on the dinner with our current CEO. I
— Certainly. It will deal with practical advice think you will find meeting him and his wife quite
for consumers to use energy sustainably. interesting and entertaining. Most people are not
Potentially, I would like to add a section on aware that he has a degree in music composition.
sustainable commercial energy usage as well. By the way, I heard you are also interested in
— That’s wonderful. I have plenty of data on opera music and that you sometimes even sing in
the subject and will prepare a list of five the choir at the City Opera Hall.
recommendations for both consumers and Once again, we cannot thank you enough.
companies.
Kindest regards,
— As you know, the majority of consumers and
companies are aware of the basics, so our goal Danielle Murray
is to give them some additional insights. For
instance, consumers and companies have the UNIT 3
possibility of asking their local energy provider
TRACK 4 | ACTIVITY 1A
for a detailed invoice to analyze where they are
— With my new responsibilities, I participate in
spending the most.
numerous meetings each day. I hardly have time
— Perfect. The best days for me would be Tuesday
to do any actual work during the day and need
and Wednesday during the first week of March.
to work during the evenings!
My assistant will be able to schedule a suitable
— Having difficulties managing your time?
time.
— Yes, and some! And even though I successfully
— I will be in touch by email.
manage to deliver everything on time, my family
— Looking forward to the interview. Bye!
is suffering. They complain that they don’t see
me enough.
— You could profit from our three-day immersion
time management course.
— Really? Tell me more.
Email & Business Writing • Audio Script 75
196 ©2014 Berlitz Languages, Inc. Email & Business Writing • Audio Script
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Audio Script 1
— In our three-day immersion course in one of your interview for February 17 at 5 p.m. In case of
the largest cities in the United States, you unavailability, please call 1-800-GOL-DENO.
will learn how to manage your time and, most
importantly, reach an optimal work-life balance. TRACK 9 | E
— Really? I don’t have three days! Hello Mr. Vernon. We just got the go-ahead from
— We know you cannot simply quit your job and our execs to schedule our trip to your premises
come see us. This is why we offer courses three for the week of August 5. As previously agreed,
times a month, starting on Mondays. Your we could arrange the first meeting for August 5
investment of three days will help you free 30% at 11 a.m. Our flight is expected to land at 8 a.m,
of your time in the future so that you will have which should allow plenty of time. We will be
recovered all of your time spent in the training sending a proposed agenda later on today.
within two weeks. And after that, you will free Please call us back to confirm when you receive
up on average 12 hours per week that you can this message.
use for your family, hobbies, or maybe even to
finally improve your golf handicap. UNIT 5
— That sounds great!
— To get more details, please visit www.moretime. TRACK 10 | ACTIVITY 1A
com or send us an email to info@moretime.com. — Hi. Let’s get right to work. This week, we are
That is www.moretime.com or info@moretime.com. running up against several deadlines. I will go
through my emails and tell you what we need
to do. You probably saw them as I cc’d you on
UNIT 4 most of them. Please take notes and help me
TRACK 5 | ACTIVITY 1A & 1B | A organise by most to least urgent.
Hello Suzanne. This is Claire speaking. I’m calling — Ok. I am ready when you are.
to let you know that I will not be able to make our — First task——I got an email from our department
meeting this Thursday at 3 p.m. You mentioned head asking us to prepare a presentation on the
that you were also available on Friday at the same achievements of this year, due on Thursday.
time. If that still suits you, let’s reschedule for — Perfect. I saw the email and have already
Friday at 3. Thanks and see you soon! started preparing an outline.
— Sounds good. Next, we have a client who needs
TRACK 6 | B to receive our quote tomorrow, Tuesday.
Hello Mr. Wilson. My name is Zaid and I am calling — I saw the request but have not had a look yet.
on behalf of Mr. Simpson. You had agreed to — Then, we have a complaint from the usual client
meet him on April 15. However, due to another and we need to schedule an internal meeting on
commitment, he will not be able to meet that day. Wednesday to draft a plan on how we can deal
Would you have time on April 14, instead? Noon with this client in the long term.
would be best for him. We will be waiting for your — Same old, same old. I will contact the correct
response! people here to meet.
— Oh, before I forget——my friend from high school
TRACK 7 | C called, wanting to meet me for lunch any day
Hello Maria. I’m returning your call from this this week. He will introduce me to a lead for a
morning. I’m very happy to hear that you have new account. Let’s try to schedule that on a day
accepted a speaking engagement at our General where I can have a long lunch.
Assembly this June 30. As requested, we have — Noted.
scheduled your presentation for 4 p.m. that day. — Last one——we have an open day for a local
Please do let us know if you have any further school class on Thursday and I was selected
requirements. Otherwise, we are looking forward to guide them through the factory and explain
to the event! what we are doing. I will probably not be able to
TRACK 8 | D do anything else that day.
This is an automated message from the Golden — Understood——I have noted everything. I will
Executive Recruiting Agency. We have scheduled send you the priority list within the next hour
by email.
76 Email & Business Writing • Audio Script
Email & Business Writing • Audio Script ©2014 Berlitz Languages, Inc. 197
Return to page 42 Return to page 50 Return to page 52 Return to page 58
Audio Script 1
UNIT 6 ensure nobody feels falsely accused. Can you also

review the article to ensure it is consistent with
TRACK 11 | ACTIVITY 2A either British or American English? We have no
On behalf of the Board and executives of Star preference except that it needs to be consistent.
Limited, I am honored to welcome you to the
general meeting of 2015. As you know, last year TRACK 14 | C
we entered a new phase of our company history: Great job! I can use your presentation as is to
we relaunched our brand design, including our present to the client. If you have time and feel
logo, website, social media presence, and, most like it, however, it would be great if you could
importantly, the packaging of our most successful add one or two more slides on the story of how
product: Star Diapers. Our aim was to feature the product was invented. And one small but
the star——our emblem——more prominently to important aspect——I’ve added your name to
strengthen our brand identity and recognition. the first slide to ensure everyone knows who
Despite the great risk such a radical change can prepared this document. You need to take credit
pose, I am happy to announce that the sales of for it!
Star Diapers increased by 20% in the first month
and then accelerated to a 50% growth in Q3. It UNIT 8
is my pleasure to let you know that this means
that 2015 represents the first year in which we TRACK 15 | ACTIVITY 1A
achieved a seven-digit turnover. In fact, we have — Hello Dr. Foster. My name is Jenny Wines and I
reached record sales of 1.5 million. Our dear am calling from Levels Marketing regarding an
founder, Mr. Star, who was the main driving force interview we would like to schedule.
behind our brand repositioning, sadly passed — Hello Jenny. Where did you find my contact
away not long ago. We are very sorry he left us information?
and could not fully enjoy the success of this latest — At the dermatologists’ conference. You signed
great victory. However, let me remind you that up to a panel with all of your information and we
he wanted to be remembered as a serious but have an opportunity for you to participate in a
cheerful person. He would not allow us to feel research project on a new orphan drug.
bad. But let me now outline the ups and downs of — Now I remember. You are the company who
last year and ponder upon the emotional roller interviews health professionals exclusively
coaster that everyone involved experienced … to learn more about doctor and patient
experiences.
UNIT 7 — Correct. I am actually contacting you for
a specific opportunity. It would involve a
TRACK 12 | ACTIVITY 2A | A 60-minute phone interview. One of our
In general, I really like your report. The strong interviewers would call you and follow a
points are the clear structure, clear introduction, structured interview guide to record your
and strong evidence backing the findings. There opinion.
are only a few areas that need improvement. — That sounds very interesting. Can you tell me a
First, please do not use “I” or “we,” as the bit more about the subject?
directors expect the document to be written in — As mentioned before, we are collecting
a neutral style. Second, please review each and professional opinions on a new orphan drug that
every acronym. While specialists in your field are is undergoing clinical trials for three rare skin
very familiar with acronyms like UX, IMF, or EB, diseases.
the general public needs to know the full version. — But since it’s an orphan drug, I am certain I do
not have experience with that drug.
TRACK 13 | B — Oh, definitely. What we are interested in are
The committee has approved your article. your practices regarding patients with skin
However, its publication is contingent on a series diseases that are very hard to diagnose.
of small changes. We suggest that you remove all — That makes sense. When does the interview
references to any specific persons as we need to take place?
Audio Script 1
— We can call you during office hours, at any time. — Me too, and this complaint is tougher than
— Ok, let me check my schedule and get back to usual. They are actually threatening legal action
you this week. I saved my registration email and if I don’t propose an acceptable solution.
can respond there. — Wait, so you have to manage this complaint by
— Thank you! yourself?
— Yes.
UNIT 9 — Can you tell me more about it? I am just asking
because you might be in a situation that
TRACK 16 | ACTIVITY 1A requires escalation.
Hello Elaine, this is Scott from Better Design — Seriously? I had no idea. Do you know what I
Printing. I assume you are not at the office yet need to do?
as it’s 7 a.m. PST. For me, it’s already 10 a.m. — Well, without knowing the details, a client
I am calling you because of an issue we are threatening legal action requires escalation.
facing. We ordered office supplies ten days ago — Ok, now I feel nervous and relieved at the same
through your online store. While the pens and time.
pencils are as expected, the glossy paper arrived — First, do you have any legal training?
crinkled. There is not one single paper that is — No, I am in Sales, and I have no idea about such
unaffected. The damage might have happened things.
during transport or when leaving your premises. — Well, then you need to cover your back by
We have also emailed you photos displaying the involving your manager and the legal department.
state of the merchandise when it arrived. You — So, should I just forward the complaint to them?
will see that there are two folders with images — I would forward the complaint to your manager
in the email. The first folder contains pictures asking whether you should also loop in the legal
that were taken before removing the packaging department. This way, you can be certain that
and the second set of pictures after removing you can’t be considered liable for anything.
it. I also want you to consider that we have paid — I am really glad we met; you might have saved
for the more expensive shipping option so that my job!
the merchandise would arrive today during EST — Don’t mention it.
morning hours, which it has. But because the
paper is damaged, we will experience a significant UNIT 11
delay, as your fastest shipping option is two-day
shipping. Do you have a local distributor where I TRACK 18 | ACTIVITY 1A & 1B
could pick up a substitute today? If no substitute Terms of Reference: Sylvia Booth, HR manager,
can be provided today, we will not be able to has requested this report on the employee
deliver flyers for three different clients. This satisfaction survey. She received this report on
would cause a significant financial loss. Please June 22.
call me back ASAP. Thank you. Procedure: All 55 employees were interviewed in
the month of May regarding:
UNIT 10 1. Overall level of job satisfaction.
2. Level of satisfaction with their immediate
managers, employees, and reporting lines.
— Hi Alex! I am surprised to see you here in the
3. Level of satisfaction with their colleagues.
canteen. I thought you were having lunch an
4. Satisfaction with work-life balance.
hour later.
— Hi Andy. You’re right. But today I am having Findings: Over 90% of the employees indicated
a crazy day and I need to answer a client the highest level of overall job satisfaction.
complaint. 1. All employees indicated full satisfaction with
— I understand. I always feel real uneasy when their managers. However, some were uncertain
that happens. who exactly they reported to and mentioned that
they reported to more than one manager.
Audio Script 1
2. The younger employees tended to express a UNIT 13

lower level of satisfaction with their colleagues,
mainly linked to a lack of training. TRACK 20 | ACTIVITY 1A | A
3. Over three quarters of employees were Dear James, your artwork has just arrived here at
satisfied with their work-life balance. The biggest the gallery. We are preparing everything for the
problem is related to factory premises being event tomorrow according to your instructions.
located 50 miles from the nearest town. TRACK 21 | B
Conclusions: A clear organizational chart needs Dear Mr Smith, we regret to inform you that we
to be drafted. are out of stock of the paper format you have
1. A specific intake training cycle for new team ordered. Please let us know if you would like a
members needs to be established. refund or will wait an additional week to receive
2. Transportation services from the nearby towns the paper you originally wanted.
to the factory need to be set up. TRACK 22 | C
Recommendations: Dear Mr. Sommers, we have the pleasure to
1. The HR Department should draft the inform you that your product idea has been
organizational chart and ask everyone to review selected for the final round of the competition.
and comment. Please submit your five-page business plan.
2. Mr. Cole from Sales used to be a professional TRACK 23 | D
coach and should be involved in the training design. Dear User, we have received your payment and
3. Over 80% of employees are from two towns, will ship your items within the next 48 hours.
and buses should run from there.
TRACK 24 | E
UNIT 12 Hi John, could you stop by my office before you
leave this evening? I would like to briefly discuss
TRACK 19 | ACTIVITY 1A the next steps in the process.
Canadian Dollar Declines to Low Versus Euro as
Ruble Slides. UNIT 14
The Canadian dollar fell to a low versus the euro
as a gauge of Canadian business activity fell more TRACK 25 | ACTIVITY 2A | A
than predicted, further indicating that the recovery Dear Mr. Williams,
in the Canadian economy is slowing. The Canadian Further to our telephone conference last Thursday,
currency headed for a third monthly decline against I would like to inform you that we have reviewed
the yen, after closing last week below the 100-day all documents and uploaded all comments and
moving average for only the second time since 2010. suggestions to the portal. Could you please let me
Russia’s ruble fell to the weakest level in four months know your availability for the next meeting that
versus the euro, as retail sales contracted more than has been scheduled for December 13?
economists forecast. Australia’s dollar headed for its Please let me know at your earliest convenience.
longest run of monthly gains in four years before the Best regards.
Reserve Bank sets policy tomorrow.
Simon Anderson
“The Canadian dollar has been heavy for a few
weeks now and it’s really a continuation of that TRACK 26 | B
trend,” Christy Smith, the head of Group of 10 Hi Mary,
currency strategy at Royal Bank of Canada in Thanks for your time on the phone. It was really
London, said in a phone interview. “It’s being nice meeting you last Thursday. Just a quick note
driven by a combination of low profits and low to tell you that we have checked all documents and
fluctuations, and the Canadian dollar is just being uploaded all changes to the site. I was wondering if
dragged lower in the environment generally.” you could still attend the meeting in three weeks.
The Canadian dollar fell 0.7% against the euro
to $1.434 at 2:00 p.m. New York time. Japan’s Can you get back to me on that ASAP?
currency dropped 0.2% at 140 versus the Best,
18-nation euro. Samantha
Audio Script 1
UNIT 15 Not only do we transport diagnostic specimens

from hospitals around the region, we also have
TRACK 27 | ACTIVITY 1A the honor of being the trusted partner for organ
Welcome to the training session for Brand transports for transplantation.
Internationalization Strategies. Before we begin,
let me briefly introduce our two trainers for
UNIT 17
today: Mr. Johnson is the CMO of Drinkwell, the
largest beverage producer in town. Since he took TRACK 30 | ACTIVITY 2A | A
his job in 2012, he’s managed to increase the — Hello Hermann. I saw on all the flyers that you
company sales by 100% due to successful market are the artist. I really appreciate your creations!
entry in Canada, Australia, and the UK. After — Hi. Yes, indeed, I am the artist, and thank you
graduating from the Wilmington International for the compliment. Nice to meet you. Did you
School of Management, he worked in various receive my newsletter invitation or come with
English-speaking countries, taking a range of someone?
marketing positions. He feels that this is what — My apologies. I am so impressed, I forgot to
gives him his competitive edge. introduce myself. My name is Peter, Peter
Higgins. I just moved to town and will be
TRACK 28
opening a psychotherapy practice on 1st Street.
Prof. Wilson is a professor and department head
— Excellent! The city needs more healthcare
of Marketing at the Alpha Business School. After
professionals now that so many young people
graduating with an MA in marketing from Gamma
are moving here.
University, she completed her PhD at Alpha
— Agreed. Once my new office is ready for me
Business School, specializing in international
to move in, I would like to acquire one of your
branding. After that, she visited Paris University
paintings. I am not sure which I like best yet. Is
as a Fulbright Scholar. She has published several
there a way to stay in touch?
books on marketing, including the bestseller
— Definitely. Check out my art on the PostArt
Multifaceted Brands that has introduced a new
website. There are pins of all my paintings there
pattern in the field.
that you can add to your profile. You will easily
find me; I am the only Hermann with two N’s.
UNIT 16 — Sounds good. I am not yet using PostArt but I
have heard about it. I will create an account, add
you, and then contact you once I am ready to
What’s the cargo of an Exotic Airlines aircraft?
buy a painting.
On an average day, Exotic Airlines transports
— That would be great. Actually, you can use your
around a million pounds of cargo in our famous
LookOut account to log onto PostArt.
purple planes that need to reach their destination
— Thanks!
in an expedited fashion within 24 to 48 hours.
A typical cargo includes high-tech hardware TRACK 31 | B
and hardware components, including sensors — Hello, …
and computers, apparel items from the largest — Hi, Karen Taylor. Have we met before?
regional retailers, as well as many different items — Hi Karen. My name is Beth Cooper. I think I
that have been ordered through online shops. remember your face from several events but
As you can imagine, we also transport a variety we never actually talked to each other.
of perishable goods such as frozen groceries, — Nice to meet you Beth. I come to these events
fresh fruit for your local grocery store, or even as head of the Procurement Department for
small reptiles for your favorite pet shop. Actually, Faster Motors.
on our latest cargo flight from Rio to Miami, we — That explains why we’re at the same events.
carried hundreds of endangered tropical birds I am head of the Procurement Department at
from the Atlantic Forest to the Everglades Zoo, Somers Aircraft.
where these birds are studied and cared for in — We should definitely stay in touch. I have
order to reproduce. Even more importantly, many handed out all my business cards today; are
of the cargo items actually improve or save lives. you on LookOut?
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Audio Script 1
— Yes, I am. Beth Cooper at Somers Aircraft. TRACK 35 | 2

I’m easy to find. a. Our CEO is one of the most trustworthy people
— Perfect! I’ll add you and we’ll stay in touch! in the industry.
b. Our CEO managed to grow our company at a
TRACK 32 | C 10% rate each year for the past 10 years, despite
— Hey Abed. It’s been ages since I’ve met you! the crisis.
Last time we met was at our graduation
ceremony! TRACK 36 | 3
— Hey Kendall. What a nice surprise! How have a. Nevada was the state with the highest start-up
you been? I heard you work for “Her Majesty’s rates in the United States in 2011.
Department of Business, Innovation and Skills”? b. The reason why there are so many start-ups in
— Yes, I do, but … I have to run to a meeting just Nevada is due to the tax advantages.
now. I would love to stay in touch. Can you give
me your email address? TRACK 37 | 4
— The spelling of my company email address a. In the 1950s, the term marketing was hardly
is a bit complicated. Can you just add me on known; today, most companies have a Marketing
LookOut? Department.
— That’s a good idea. I will do that right now on my b. Nowadays, we expect that marketing will
mobile phone. You should have an invitation to increasingly be replaced by e-marketing.
connect when you get out of your meeting! TRACK 38 | 5
a. If all market conditions remain the same, it is
UNIT 18 likely that The Discount Inc. will be acquired by
one of the larger retailers in the region.
TRACK 33 | ACTIVITY 1
b. The Discount Inc. variety stores had a turnover
— This is Ralph at Superz, how may I help you? of over $10 billion in 2014.
— Hello Ralph, this is Chad, is this a good time
to talk? TRACK 39 | 6
— Hi Chad, this is a good time, how are you? a. The number of electric vehicles is doubling
— I am fine, how are you? I just wanted to chat each year, which holds a major business
about the order you sent as you need the opportunity.
delivery urgently. There is one item I don’t have b. In order to control global warming, it is
in the catalog. important to shift from petrol-fuelled to electric
— Thanks for calling me about that, I appreciate it. or hybrid cars.
Let me pull up the order. Which is the item you
cannot find?
— It’s the item number 13, we don’t have any
product with this article number.
— Let me check. I see, I made an error when
copying the number. It should be 21BA, not
21BZ.
— Now it makes sense, thanks so much, we will
send the order today and you should receive
it tomorrow.
UNIT 19
TRACK 34 | ACTIVITY 1A | 1
a. Flower Inc. is one of the main competitors in
computer hardware.
b. Flower Inc. products have the most beautiful
design.
Audio Script 2
1
UNIT 1: PRACTICE courses is that students can take them from

their homes or workplaces. All they need is
TRACK 1 Internet access …
— Ms Palmer? I’m Miriam Woods. I work with Theo
Sherman.
— Hi, Miriam. It’s a pleasure to meet you. You can
UNIT 4: PRACTICE
call me Kate. TRACK 4
— Thank you. Theo recommended that I should — Hey, Adam. I just sent you an email with the
introduce myself if I saw you at this conference. agenda for our first project meeting.
He and I are working together on a new business — Oh, thanks. I’ll let you know if I have anything to
plan. add. I’ve reserved Room 8 for Tuesdays at 1:30.
— Oh, that’s great. What are you two collaborating I set the meeting as a recurring event in the
on? calendar. But so far I’ve only invited you, myself,
— We’d like to provide replacement workers for and my team. Who else should I add?
women who take maternity leave. If you have — I’ll send you a list for my team.
some time, we’d like to ask for your expert — Any of the department heads?
opinion regarding our plan. — No, except for Jan Fowler.
— Of course. Please call my office, and set up an — OK, I’ll add her. I’ll circulate an email with the
appointment. I’ll be in town next week. agenda attached and ask for any other appropriate
— Thanks, we will. names to add for attendees.
— Sounds good, thanks!
UNIT 2: PRACTICE
TRACK 5
TRACK 2 — Waterside Inn and Suites. Felicia speaking. How
Hi Sarkis, can I help you?
I hope you enjoyed your stay in Pittsburgh. I’m — Hi, my name is Debbie Hicks. I’d like to book a
sorry you didn’t have time to visit Frank Lloyd corporate event for 72 attendees.
Wright’s Fallingwater house, but I know you were — And what dates are you looking at?
on a tight schedule. Perhaps you can make some — October 17th through the 19th.
time on your next trip. — We do have space available at that time.
— Oh, thank goodness! I’ve been having difficulties
I want to express our gratitude for your donation finding a venue for this event. I thought I was
to Homes for the Homeless. We outperformed last going to lose it.
year’s fundraiser and raised over $30,000. Your — Well, I’m glad we can help. Will you also want our
donation will make a difference in many people’s catering services?
lives. — Yes, please. I don’t have the final word on
Again, thanks so much. I look forward to your next menus, but if you’ll send me the options, I can
visit. circulate them and point out some appropriate
Regards, choices.
— Yes. I’ll do that. Can you tell me the name of
Hamad Ammar
your company?
UNIT 3: PRACTICE
UNIT 5: PRACTICE
TRACK 3 TRACK 6
— Good morning, everyone. Today I want to — Hi, Jack. I have some news on the library
talk with you about our exciting new venture project.
into distance learning. By distance learning I — What’s happening, Carl?
mean courses that people can take over the — We’ve been asked to send all deliverables by the
Internet. We are planning to provide a series 30th of April. The client is being persistent with
of immersion courses for professionals in the this new due date.
healthcare industry. What’s great about these
Audio Script 2
1
— That’s a week earlier than planned. And it was — Not really, just a few things you can do to
already a tight deadline. Can we juggle people? improve it. The main thing is that you should
Maybe we can pull people from another project take into account a paper by Reed and Smyth.
for a month. They came to a different conclusion than we
— Yes. I think that’s the only way to meet this new have, so you will want to mention it and use our
deadline. evidence to provide a counterargument. I sent
— OK. Will you send an email? the report to you in an email.
— Yes, I’ll do it now. I’ll cc you. I just wanted to talk — Thank you.
to you first. — I made additional notes to the document. You’ll
— Thanks. find my notes in my email attachment. Also,
don’t procrastinate on writing a new draft. The
UNIT 6: PRACTICE submission deadline is next month.
— Great, thanks!
TRACK 7
— Ben, I need to talk to you for a few minutes. UNIT 8: PRACTICE
— Hi, Sophie. It sounds like you’re here to deliver
bad news. TRACK 10
— I am. Lana gave me her two weeks’ notice this — I need to respond to an email from the project
morning. She’s moving to Toronto. manager at ADG. They’re asking for the
— Oh. Well, I know she has family there. transaction record for July. Can you send that
— Yes. But we’re losing her just as we’re trying to to me at your earliest convenience?
accelerate volunteer recruitment here. Can you — Sure. I’ll send it as soon as possible. It may take
meet this afternoon? We need to outline how to an hour or so.
manage her clients. — That’s fine. I also need to let them know that
— Yes, I’m available any time this afternoon. Joann is the decision maker regarding national
— Great, thanks. Now, I also have some ... surveys. I feel I should include her in my
response, but I forget how to do that so ADG
TRACK 8 doesn’t see that she’s copied.
— Ben, on behalf of management, I’d like to offer — Use BCC. She’ll see the email, but they won’t
you the position of acting supervisor. see that she’s been copied.
— That’s great news. I appreciate that. — Oh, yeah! Thanks.
— We know you’ve gone to great lengths to recruit
volunteers. With the beginning of the next
funding cycle, we may be able to make this a full UNIT 9: PRACTICE
promotion. TRACK 11
— Thanks, Sophie. — This is Vahe with Better Buys Office Supplies.
— Let’s try to meet this afternoon with Lana to How can I help you?
start transferring responsibilities to you. — I’m calling about some office supplies we
— OK. I’m ready to hit the ground running. ordered two weeks ago. We finally received the
items today, but two of the printer cartridges
UNIT 7: PRACTICE were damaged.
— I apologize for the inconvenience. Can I have
TRACK 9 your order number?
— Audrey. I just wanted to take a few minutes to — It’s K-E-2-3-6-7-6.
discuss your report. — Two of the cartridges were damaged, correct? I
— Thanks for taking the time to assess it, Latoya. I see that you also ordered a box of paper. Was it
appreciate any feedback you can give. unaffected?
— No problem. You’ve done an excellent job of — It was fine, but the whole order took way too
presenting the team’s findings. The language is long. We really needed it a week ago.
unbiased and factual. And the organization and — Please accept my apologies for both the
formatting are consistent. delay and the damaged items. I will contact
— OK. Is there some bad news? our distributor immediately to make sure
replacement cartridges are sent with overnight
Audio Script 2
1
delivery. As a gesture of goodwill, I will have UNIT 12: PRACTICE

them send an extra cartridge.
— Thanks. TRACK 15
— In conclusion, we’re on track for our financial
goals for Q3. We have a few minutes left, so
UNIT 10: PRACTICE
does anyone have any questions?
TRACK 12 — Hi, Naomi. I think I missed some information
— Eric, I hear you have a problem? you referred to. You had a slide comparing two
— Oh, hi, Kay. Yes. I received an angry email. She global forecasts. Could you go back to that?
says we’ve fraudulently charged her credit card. — Sure. Let’s see. Oh, here it is.
— More likely her card number is part of an — Thank you. Where is the information about the
identity theft event, but it’s a serious concern EEA?
for us, too. Definitely escalate this to an account — It’s the green line on the top graph.
manager. Try Charlie, he usually deals with this — Oh! Thanks, I got it.
type of issue. — Yes, Angie?
— OK. Thank you. — With respect to historic exchange rates, what
— Don’t be uneasy about it. This happens pretty sources were you referencing?
often. Charlie will help you with the process. — In part, I was using data from the former Pacific
And please keep me looped in. I’d like to be cc’d Exchange. I can send you some scanned pages
on all your correspondence regarding this issue. with that info.
— I’ll do that. Thanks. — Thank you, I’d appreciate that.
UNIT 11: PRACTICE UNIT 13: PRACTICE

TRACK 13 TRACK 16
1 . We found that more than 33% of employees are — Malcolm, did you see the email this morning
confused by HR processes. from Eric James?
2. Daily expense reports were compared and — Yeah, I did. What did you make of it?
averaged. — Well, I understood that he was saying we need
3. The simplest solution would be to change to a to fine-tune our workflow processes.
merit-based system. — Indeed.
4. This report was requested by Everett Maldano, — And we need to get around to some professional
director of Design and Production. development training, but ...
5. It is recommended that a co-manager be hired. — The ending was weird, right?
6. The results suggest that customers are — Exactly. “I look forward to seeing you all soon.”
satisfied with the new brand. Which means he is planning to visit our division.
— Which means some big change is probably
TRACK 14 coming. I imagine that wasn’t meant to be
— In August, our CEO Tony Ang requested announced in this email.
that HR conduct a survey to determine — I doubt it.
the effectiveness of reporting lines and
employee satisfaction within the company. HR UNIT 14: PRACTICE
developed the survey in September. As you
know, employees were asked to complete the TRACK 17
online survey during the first two weeks of — Cody, do you have a moment? I want to ask your
October. Based on the survey, we found that opinion on something.
91% of employees feel that reporting lines are — Sure, Dave. Go for it.
correctly organised. However, we also found — I’m in charge of correspondence for planning
that 82% of employees are slightly satisfied the general annual meeting. Most people
or slightly unsatisfied with their overall work attending are our colleagues. So, do you think
experience. From these results, we can conclude we can set aside the formal language?
that reporting lines are not a problem. However,
employee satisfaction …
Audio Script 2
1
— I think that would be frowned upon by the — Yes.

executive team. It’s still a formal occasion. — Sounds right to me. I think we also need to
I’d stick with a formal tone. designate a comments moderator.
— Thanks. I’m glad I asked. — I agree. It’s possible that random people will
post offensive comments. It’s unlikely, but
UNIT 15: PRACTICE possible.
— OK. I can do that.
TRACK 18 — Ramiro, you’re good at keeping up with high
— Thank you for meeting with me, Dr Shah. tech. Can you be responsible for reporting on
— You’re welcome. I’m glad to have you write my cutting-edge technology used in the museum or
bio. in natural history in general?
— You are an expert in robotics now, but was that — Sure.
your focus in school? — Great! I think we’re ready to start blogging.
— Yes. My degree is in Engineering, but I focused
on robotics. I was fortunate to have had an UNIT 17: PRACTICE
internship at a robotics company two summers
before I graduated from U Tech. TRACK 21
— What’s your current position? — Mindy, what are you working on?
— I am a robotics consultant. I help companies use — I’m working on a new social media plan. Do you
robotics to improve their business processes. want to hear what I have so far?
— And what are you working on now? — Sure.
— I’m working on several medical applications for — We want people to check out our new website.
robotics. However, to keep a competitive edge, I First, traffic to our old website is now being
can’t divulge much about the project. automatically directed to the new one.
— Of course. I understand your concern. Have you — Sounds good.
won any awards for your work? — I’m also working on a hashtag to use on all
— Yes, in 2014, I won the Lewis Award in possible platforms. But that’s taking a little
Engineering. research. It has to be unique to our services.
— You mentioned flyers before?
UNIT 16: PRACTICE — Yes. Our flyers can be printed out or viewed
online. They will include information about our
TRACK 19 services, endorsements, bios, and links to all
— As you know, we three will be the contributors the social media accounts.
for the museum’s new blog. We still need to
come up with a name. Other than that, we UNIT 18: PRACTICE
simply need to start writing posts.
— Noah, can we review our responsibilities? TRACK 22
— Yeah. Of course all three of us will write posts. — Are you messaging Andrea?
Kelly, you’re in charge of relating info, from — Yes. I let her know our return flight is delayed.
press releases, right? She said she needs to relay a question from the
— Correct. I’ll also announce any advocacy-related project meeting this morning.
events. — OK. What’s the question?
— Ramiro, you will moderate news from the — I’m not sure. She typed that she will talk with us
natural sciences. OTP ASAP.
— OK. — It’s nice that we can communicate with the
— And I’ll keep up with events in the human office from almost anywhere. But I find all these
history exhibits. acronyms incomprehensible.
— Oh, here’s another message. She says she’ll
TRACK 20 ping us when she can talk.
— Aside from press releases or specific museum
news, we just blog about the museum’s new
exhibits or the permanent collection, right?
Audio Script 2
1
UNIT 19: PRACTICE

TRACK 23
— Luke, did you get the memo about the payroll
change?
— Yeah, I think it said we’ll get paid twice per
month now instead of every two weeks?
— Yes. It makes me uneasy. At the last company
I worked for, payroll processes were changed
right before we were acquired by an investment
group.
— Oh. I think you’re reading too much between the
lines. Plus, that was a start-up company, right?
— Yes, why?
— I don’t know. I tend to think that acquisitions
happen more often to start-ups. This is a large,
international company. But the fact is that large
companies experience hostile takeovers, too.
— Hmm.
TRACK 24
— Fiona! I’m really excited about this new hybrid
car. Have you seen the ad?
— I think so. Do you mean the Sunshine 323?
— Yes. It says the car has the most efficient
batteries ever developed. OK. I know you can’t
take ad claims at face value. I wonder whether
we can find some facts online to support that
claim.
— Sandy, why don’t you check out Consumer
Findings? It gives results from product tests.
— Oh, of course. I’ll look it up when I get home
from work.
UNIT 20: PRACTICE

TRACK 25
— Hi, Maureen. Are you working on the executive
summary for the annual fiscal report?
— Yes, that’s me. Did you need something, Essam?
— No, I’m just bringing you a revised list of the
report terms.
— Thanks. It’s always good to have a final copy of
everything. Is there any updated data regarding
equity shares?
— No, that’s all confirmed final. I’m done writing
up the course of action for next year.
— And I’ll finish this summary today, so we’re
about done with everything for the year’s
reports!

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Language for life.

Email & Business Writing

Berlitz Languages, Inc.

Copyright© 2014 Berlitz Languages, Inc.

Berlitz Trademark Reg. U.S. Patent Office and other countries

First Digital Edition – March 2015

For use exclusively in connection with Berlitz classroom instruction.

Berlitz Languages, Inc.

1. General Business English sequentially teaches students increasingly complex general

• Has modularized, self-contained units of instruction. Every unit focuses on achieving

Email & Business Writing • Preface ©2014

Student Guide Pages

iv ©2014 Berlitz Languages, Inc. Email & Business Writing • Preface

Audio scripts provide texts

Unit 20 Activities 1A & 1B

Supplements allows for

situation-based role plays and

Our objectives are as

Email & Business Writing • Supplement ©2014 Berlitz Languages, Inc. 49

English Passport, a collection

Audio CDs and downloadable

Email & Business Writing • Preface ©2014 Berlitz Languages, Inc. v

Unit 6 I have news for you

Unit 6: I have news for you

Key Vocabulary & Expressions Level 5-6 Level 7-8

Speaking Goal: Communicate good and bad news by email

Set a customized goal, for example: Our goal is …, for example, to

If your language center has provided interactive

vi ©2014 Berlitz Languages, Inc. Email & Business Writing • Preface

Communicate good and bad news by email (cont’d.)

miss out Present as needed using substitution.

Practice Exercises 1-3, p. 56

Each unit of instruction is paired with practice

TITLE PAGES TOPICS SPEAKING GOALS KEY TERMS

6 I have news 40-47 Delivering Communicate good bearer of bad news; on

9 We are truly sorry 64-71 Apologies Offer apologies by to acknowledge ; to cross

12 Please find the 88-95 Attachments Refer to information to gauge; to forecast; to

13 Best regards 96-103 Leave-taking Choose the to fine-tune; to object to;

20 What are your 152-157 Business Write business course of action; to

Email & Business Writing • Contents ©2014 Berlitz Languages, Inc. ix

Unit 1: We met at the Rome conference

Key Vocabulary & Expressions Level 5-6 Level 7-8

Speaking Goal: Introduce yourself by email

Ask a few warm-up questions:

©2014 Berlitz Languages, Inc. Email & Business Writing • Unit 1

We met at the Rome conference

1a Tips: How to introduce yourself by email

1b My colleague forwarded me your contact details

To: Mike - work

Hey there! Please write me back – it’s about a business opportunity.

Hello Mr. Smith,

I was referred to you by your colleague Mr. McKensey.

Best regards, Anne Sonda

Email & Business Writing • Unit 1 1

Email & Business Writing • Unit 1 ©2014 Berlitz Languages, Inc. 1

Introduce yourself by email (cont’d.)

2 BerlitzEnglish E-mail &©2014 Berlitz Languages, Inc.

We met at the Rome conference

1a Tips: How to introduce yourself by email

1b My colleague forwarded me your contact details

To: Mike - work

Hey there! Please write me back – it’s about a business opportunity.

Hello Mr. Smith,

I was referred to you by your colleague Mr. McKensey.

1. General Business English sequentially teaches students increasingly complex general

• Has modularized, self-contained units of instruction. Every unit focuses on achieving