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Pearson Education Limited

Edinburgh Gate Contents
Harlow
Essex CM20 2JE, England To the student v 28 Business weirdfamilies 1 41
and Associated Companies throughout the world. Section 1: Business and you 29 Business word families 2 42
1 Yourjob 30 Business word building 44
ISBN 0 582451485
2 Your company 2 31 Problem pairs 45
First published 1996' as Test Your Business English Elementary
3 Your daily routine 3
This edition published 2002 4 The people you talk to 4 Section 5: BUsiness communication
5 Your pay 6 32 Key phrasesfor business
Second impression,2003 6 Your career 7 communication 47
7 Your computer 8 33 Internalcommunication 49
Text copyright © Steve Flinders 1996, 2002
8 Your office 10 34 Presentations 51

Designed and typeset by Pantek Arts Ltd, Maidstone, Kent

35 Using visualaids 52
Section 2: Business organization 36 Meetings 1 54
Text Your format devisedby Peter Watcyn-Jones
Illustrationsby Roger Fereday'an? Anthony Seldon
9 A visit to a business 12 37 Meetings 2 56
Printed in China 10 Places 14 38 Meetings 3 58
SWTC/02 11 Jobs 16 39 Business trends 60
12 Grades 18
All rights reserved; no part of this pub/ieaVon may be reproduced, stored in a retrieval 13 The organizationchart 19 Section 6: Business writing
system, or transmitted in any form or by any means, electronic, mechanical,
14 Departments 20 40 Business documents 1 62
photocopying, recording or otherwise, without the prior written permission of the
15 Locations 22 41 Business documents 2 64
Publishers.
16 Ownership 24 42 Visuals in written
Acknowledgements communication 66
Many thanks to John Fagan and Bob Dignen at York Associates for their advice on the Section 3: The business manager 43 Business letters 68
content of this edition, and to Mathieu and Jerome Flindersfor their help with the 17 The business bag 26 44 E-mails 70
proofs. 18 BUSinesstravel 28 45 Business forms 72
19 Communications 29 46 TheCV 73
Published by Pearson Education Umited in association with Penguin Books Ltd, both
20 Number crunching 30
companies being subsidiariesof Pearson pic.
21 Describing people 1 32 Section 7: Business functions
22 Describing people 2 33 47 Business functions 74
23 Describingpeople 3 34 48 Finance 76
49 Marketing 78
Section 4: Business language
50 Human resources 80
For a complete fist of the iiiles availablefrom PenguinEnglish pleasevisit our 24 Business word pairs 35
51 Computing 82
website at www.penguinenglish.com.or write to your local Pearson Education office 25 Basic businesswords 36
or to: PenguinEnglishMarketing Department, Pearson Education, EdinburghGate,
52. Production 1. in the factory 84
26 BUSinessidioms 38
Harlow, EssexCM20 2JE. 53 Production 2: from factory to
27 Business verbs 40 home 86
Section 8: General business
54 Business and the environment 87 To the student
55 Women in business 88
Do you work in business and use English in your job? Or are you a business
56 Business and the economy 90
student? Whateveryour background, if you need to improve your business
57 Outsourcinq 92
English,the tests in this book will help. They will check your knowledge of
58 Business initials
basic businesswords and essentialbusiness expressionsso that you can
and abbreviations 94
understand and communicate more effectivelyand confidently.
59 From first to last 95
'60 Your USP 96
There are eight sections in the book. The first section tests your ability to talk
about yoursetfand your role:to say who you are and what you do. The other
Answers 97
seven sections each cover a different area of business- from organizationand
Wordlist 103
differentareas of business-to-business languageand communication. You can
work through the book from beginning to end, or you can work first on the
tests which are most important to you.

Many tests also have tips (advice)on languageand language learning,and

information about business.00 read these explanationsand tips: they are
there to help you.

To make the book more challengingand more fun. many different kinds of test
are used, including gap-filling,word families, multiple choice and crosswords.
There is a key at the back of the book so that you can check your answers;
and a word list to help you revise key vocabulary

Your vocabulary is an essentialresource for effectivecommunication. It is

important to rememberthat the more words you know, the more you can say
and the more you can understand.These tests can help you check what y~u
know and develop your knowledge of new concepts and terms in a structured
and systematic way. This book can help you significantlyincreaseyour
business vocabulary.

Steve Flinders

v
• . SECTION 1

1 Your
TO THE STUDENT

The full series consists of: job

Test Your Professional English: Accounting Alison Pohl
Test Your Professional English: Business General Complete each of the following sentences with in, on or for. There are two
Steve Flinders
Test Your Professional English: Business Intermediate possible answers for number 2. You can then make similar sentences about
Steve Flinders
Test Your Professional English: Finance Simon Sweeney yourself and your job.
Test Your Professional English: Hotel and Catering Alison Pohl
Test Your Professional English: Law 1 Olga Blanc is __ il1__ computers.
Nick Brieger
Test Your Professional English: Management Simon Sweeney 2 She has been working a big computer company for five
Test Your Professional English: Marketing Simon Sweeney years.
Test Your Professional English: Medical Alison Pohl
3 She is based Paris.
Test Your Professional English: Secretarial Alison Pohl
4 She works _--- the external communications department.

5 At the moment she is working __ --the design of the

company's website.
6 She is responsible the development of an important
part of the site.
7 She is very interested Websitedesign.
8 She depends the web and on personal contacts for new
ideas.
9 She spends one or two hours every day on the Web getting
information all the latest developments.
10 She is happy because there is a big demand good .
website designers at the moment.

p • Tenses at work
You use the present simple to talk, for example, about where you work or
what you do: I work ...
You use the present continuous to talk about current projects: .
Iam working ...
• External communications means how the company communiCateswith.
the outside world. Internal communications means how people inside
the company communicate with each other.
. ,
 .,

3
SECTION 1 SECTION 1

Your company Your daily routine

. Fillin the missing words in the sentences below. Choose from the words in the Lorenza MOileris telling her partner about her day at the office. Match the
box, You can then use similar sentences to talk about your company. beginning of each sentence on the left (1-13) with a phrase on the right (a~m).
You can then make similar sentences to talk about your day at work

company competitors customers employees leader products

profit share shareholders share price subsidiaries turnover 1 OIloOkedat
j a the monthly figures to Mr
Kazoulis,
2 ~Iwrote b an appointment with a client.
Iwork for a __ -=c-=o-,-,m'-'.jp::;_Q=n~y__ called Kwikshoe.

2 Our main are sports shoes. 3 6)1 made c the minutes of the meeting.

3 Kwikshoe is a world in the tennis shoe

4 t)Iwentto d a representative of the safety
sector.
committee.
4 It has a national market of 23(110.
S t)Itook e the company magazine.

WI
5 It has 2,500 in this country.

6 It has seven in five different countries. 6 fixed f three or four replies.

7 Its main are young people and people who

do sport. 7 ~Imet 9 two or three telephone calls.

8 Its main are in Britain and the USA.

8 ~lhad h the office Christmas party with
9 Its main are banks and pension funds.
Cynthia.
10 Its last year was $1.2 billion. 9 Glread a $10 million deal.
11

t2
Its

Its
last year was $16 million.

today is $57.
.1
10 CO I discussed j mye-mails.

11 C9 I presented k lunch with Tom in Accounts.

p lf you are the number one in a market, sector or region, you can say
We are the leader in the . .. sector ...
12 QI negotiated __ tired but happy.
We are the biggest ... in the market.
.. If you are the number two or three, you can say: 13 Q) I came home_·_ m the weekly departmental
We are a leader in the provision of ... meeting.
We are the second / third / fourth biggest ... in the region.
 SECTION 1

4
SECTION 1

The people you talk to

Choose one word or phrase from the box to complete each sentence.
This company buys things from me.
I'm a (8) _
boss Chief ExecutiveOfficer colleague customer
director investor leader manager opposite number
-ewA8F- shareholder supplier
I'm the head of a team in the technical department.
I'm a team (9) _
My name's John Power. Power Enterprises belongs to
me. I'm the (1) owner . I also manage
the company myself. I'm the (2) _
I have lunch every day with the woman at the desk
next to mine. She is my (10) _
I'm John Power's sister. I sit on the Board of his
company. I'm a (3) _

I'm the marketing director of Power Asia Pacific. Jim

Poom is the marketing director of Power Europe.
I'm Mr Power's secretary. He's my (11) _
He's my (4) _

I work for Power Enterprises. I head a department of

I hold equity in this company. about 50 people. I'm a (12) _
I am a (5) _

John Power is a friend of mine. J have put some

of my own money into Power Enterprises. I'm an
(6) _
9
_/.- p There is not a big differencebetween customers and clients and
sometimes both can be used. In general, people in shops are usually
customers, while businessesand professionalpeople like lawyers and
accountants have clients.
I buy things from this company. Boss is an informalword, not something you will see on an organization
I'm a (7) _ chart. The terms superior and subordinate were once used to talk about
people above and below you in the organization, but they are less common
today.
5 Your 6 Your
SECTION 1 SECTION 1

pay career
You have just agreed your pay with the Board. Fillin the missing words in the TonyJohansen tells us about his professionallife but some of the letters are
sentences below. missing from the key words. Fill in the missing letters. Takecare with the
correct form of the verb. You can then make similar sentences about your own
professionallife story.
benefits bonus car expenses health insurance income
pension rise -salaty- stock option vouchers
I guess my C A R £ E R so far has not been very typical.

1 Yourbase __ --=s:..=o:_:_/o=.r:......;...y__ will be $500,000 per year. 2 My first J __ was with Flat Earth Mechanics.

2 When you are 65, you will get a of $400,000 3 1 S _ A _ T __ with them in 1975.
per year.
3 But you will get many other as welL 4 It was just after I had L _ F _ school.

4 A plan gives you shares in the company 5 My first job was in the office but I soon M _ V __ to the sales
which you can sell at a profit if the price goes up. department. J knew then that I was born to be a salesman!
5 Youhave an expensive company _
6 In 1980 I was P _ 0 _ 0 _ E _ to the position of sales manager.
6 Youhave unlimited travel and entertainment _
7 Youget free _ 7 But soon after that, the company went through a bad period and
8 Youget free luncheon which you can use in most of us were M D R _ D _ N _ A _ T.
most restaurants in the city.
8 It took me two weeks to find another job and at the beginning of
9. And you get a special if the company's sales 1981 I ] _ I _ E _ Round Earth Mechanics.
go up by more than 15°;()in the year.
10 Soyour total next year could be more than a 9 This was a much more successfulcompany and in 1990 I was
million pounds. Even so, you are thinking about asking for A _ P _ I _ T __ to the post of national sales manager.
another soon!
10 Things have been fine since then although I was almost
F _ R __ once for paying my sales people too much
commission.

11 I have no plans to R _ T _ R_ before I'm 60.

12 If someone 0 _ F _ R _ me a better job, T will think about it

seriously!

One Of the benefits ...

7 Your computer
SECTION 1
"~.;.
•.

..
SECTION 1

Match the parts of the computer (a-k) with the following terms (1-11).

1 keyboard k
2 screen
3 CD-ROM drive
4 printer
e
5 mouse
6 disk drive
7 disk
8 monitor
9 scanner
10 loudspeakers
11 web camera
r

8 Your
SECTION 1 SECTION 1

office
What do you keep on your desk and in your office? Match 1he items (a-o) with
_1hecorrect terms (1-15).

1 ring binder c
2 envelopes
3 plastic sleeves
4 Post-its
5 scissors
6 headed paper
7 waste paper bin
8 stapler
9 staples
10 in-tray
11 filing cabinet
12 hanging file
13 paper clips
14 ruler
15 hole punch

m
 9 A visit
SECTION 2 SECTION 2,

to a business 7 8

Fillin the missing words or phrases in the sentences below. Use the pictures
to help you. Choose from the words in the box. (Whenyou have finished, you
can say what visitors have to do to reach you.)

You have an You __

appointment badge deal floor identity card your name in the visitors'
lift main building main gate office reception desk with Mr Power at 9. book.
receptionist secretary security guard sign
~
C
~:.~..:---- 9 10

You pin your

You find the
to your coat.
You arrive at the You show your
main gate ; r
11 12
,

···
3 4

. ·r.···.' f.

You go to the top Mr Power's

The __ You enter the
lets you go through. meets you.

6 13 14

You walk to the You give your name to

She takes you to Mr Power's Mr Power says, 'Hi, we
the __ have a _

P British English speakers take the lift.

American English speakers take the elevator.
 10
SECTION 2 SECTION 2

Places
Match the places (a-k) with the correct business locations (1-11). f

1 call centre b 7 research lab

2 factory 8 showroom
3 meeting room 9 trade fair
4 office 10 training centre
5 open-plan office 11 warehouse
6 reception
h ...:::-.~ ~ D '0

b (-.:~ /_/

r_'L .---.-il.-,

I' ~':
r -- --

I I: ;'~ nQ~ntl
. ---,
'W-I.i: --
i r=:»
~""....--p .... _ /
,~ __)

.,

..'k
d
 11
SECTION 2 SECTION 2

Jobs 7 I make sure we have the 9 Francois Barbot.

products which people
Match the business cards (a-1)with the job descriptions (1-12). want to buy.
Assistant General Manager
1 1 buy all the things that a
the company needs. f John Sutton 8 J look after the company's h
YUKI MAN KOVICH
l'1anaging Direcfor money.
Director of Research
and Development

2 My job is to make sure that b

Linda Gabbiadini
the company has a good 9 I do the books and prepare
image. the balance sheets.
Human Resources Director Jim Hicks
Production Manager

3 My job is to find and test C

IieIriCh IIQn.... 10 I'm the company's people
new products. PADRIG BYRNE
flllMCC Direcl8r manager.
MllRKJ::TlNU DUI.HC'I'O}i

4 I'm in charge of the people d 11 I make the products which k

who sell our products.
Alice Hernandez Santi Brunella
the company sells.

Chief Accountant Sales Direcror

5 I type letters, file papers e 12 I'm responsible for everything

and make appointments when the boss is away. RoUe H088
LiWan Secretary Public Relations Manager
for my boss.

6 I have general responsibility

for the whole company.
f
LENA JOHANSSON
PuRCHASING MANAGER p In some cultures, people exchange business cards at the beginning of a
meeting or a visit. In others, they do itat the end ofthe meeting.
In some cultures, people present their business cards with one hand. In
.

others, they present the card with two hands.

In some cultures, business cards are usually white. In others, they can be
multi-coloured. .
What information do you have on your card? What colour is it? When do you
give it to another person? Do you know people who do things differently?
 12 13 The organization
SECTION 2 SECTION 2

Grades
Square Hole Engineering Inc, has four white-collar grades and four blue-collar chart
grades, Write the names of all eight grades in the list, from the top (1) to the
Read this short presentation of the management team of this British company,
bottom (8),
Then write the correct letters (a-n) in the right places in the organization chart,

clerical grades
semi-skilled grades
supervisory grades
White-collar grades
Blue-collar grades
junior management middle management Atthe top of the company, the Chairman of the Board raj is responsible
to the shareholders and the day-to-day running is the responsibility of
8€1tliolfrJ~nagement skilled grades
the Chief Executive Officer (CEO)[b], who also has a seat on the Board.
unskilled grades
Fivedirectors form the senior management committee of the company,
Going from left to right on the organization chart, we start with the
Director of Finance [c],who runs his division with his Deputy [d].
1 senior management Then we have the Director of Operations re],who is responsiblefor
production and logistics,The PactoryManager [f] answersdirectly to him,
2 Next we have the Director of Marketing [g],who is also responsible for
sales so the National SalesManager [h] reports to him on the activities
of the whole sales team, which is divided into two regions, north and
3 south, each managed by a regional sales manager [i: jJ.
The Director of Human Resources[k] has a Training and Development
4 Manager PJ and a Compensation and Benefits Manager [m], who look
after the day-to-day running of her department.
5 Finally,the Director of Researchand Development [nl runs a small but
important division of the company, She too reports directly to the CEO,

p , ,

There are eight layers or levels, in the orpanlzaton chart of this company, A
company with only a few levels has a flat organization. A company with a
lot of levels is often very hlerarohlcal because decisions have to travel
11 12
, through several layers.
White-collar workers often work jn offices, banks, etc. They work in
management or administration.' ,~
Blue-collar workers often work with their hands, for example on the
production line in a factory,
...-

SECTION 2 SECTION 2

14 Departments
The organizationis in trouble. Match the problems (a-I) with the correct h
9 Last month,
departments (1-12). If we don't start
producing some more there were problems with
e useful ideas SOOD, they'll 0.31%)of the bottles.
1 Distribution 7 Telephone After-sales
close down the This month I want that
2 Personnel B Marketing

3 Research 9 Reception

4 Finance 10 Switchboard I'm very sorry, The latest survey

5 Public Relations
6 Production
madam. We certainly asked shows that the majority
11 Information Technology the taxi to be here at three of 18- to 25-year-old
o'clock. I'll call them again women think our perfume
12 Quality
immediately. smells terrible.

a b
k
One of the robots on I'm very sorry, sir.
Cash flow is much If this doesn't work,
the assembly line has I've tried to reach his
worse than I thought. I'll send an engineer
stopped working. secretary several times
to you this afternoon.
but there's no reply.

c d
There's a There's
national newspaper on something wrong with
the phone. They want to
talk about water pollution
near the factory.
the network: all the
p In production and distribution, modern manufacturing is becoming very
complex. Parts can come into the factory from many different suppliers and
finished goods then haveto go to customers. Managingthis process is
called managingthe supply chain.
Making products or providing servicesof good quality - that is, to a high
e f
We have standard= should be important for every company. Some companies have
ten lorries waiting outside The unions have just quality managers. But even if there is a quality manager,quality is everyone's
the main warehouse and asked for another responsibility.
there's nothing to put in 10%. People in telephone after-sales help callers who may have problems with
them.
products they have bought. For example, if you buy a computer and you
don't understand how to make it work, someone in telephone after-saleswill
tell you what to do.
 15
SECTION 2 SECTION 2

Locations
Ursula is telling her visitors about where the company is located. Fill in the Of course, we make a wide range of products but recently we
spaces in the sentences below. have closed some (5) and reduced
the number of products being made at others. However,
factories head office local agents distribution is still as local as possible and we have
local offices office plant regional headquarters (6) , depots and distribution centres
research and development centres training centres warehouses
in almost every country in which we operate.

We have also closed some of the smaller

Our (1) __ .....:h...:..;e:::...:a::...:d::........::::o_;_f.:....:fi..::.c=e __ is in London. This is where (7) and moved
most of our senior managers work. We also have four
many of OUI best scientists and technicians to two major
(2) : in Singapore, serving Asia; in
centres in France and the United States.
Boston, Massachusetts, serving the whole of North America; in
Buenos Aires for South America; and in Zurich, for Europe, Africa We think that staff development is essential to our present
and the Middle East. We have (3) in and future success and we run more than 5,000 courses for
seventeen other countries, and in countries where we do not have our employees in the fifty (8) _
OUI own people we usually have (4) _
which we have across the world.

Well, that's all I want to say about our presence worldwide.

Now, if you would like to follow me, first of all I'll show you
my (9) and then we'll start the tour
of the (10) _

» You can talk about your company's head office or your company's
headquarters. But note that headquarters can be singularor plural:
Our headquarters is in Warsaw.
Our headquarters are in Warsaw.
 SECTION 2

16
SECTION 2

Ownership
Fillin the missing words in the sentences below. Choose from the following: Hut everyone knew that Monsterbuck really wanted to buy R & B.
9
Monsterbuck wanted a _

family company hostile takeover joint venture merger The R & B management did not want Monsterbuck to buy the
10
parent company principalshareholders privatized stakeholders company. But Monsterbuck offered the R & B shareholders lots of
state-owned subsidiaries takeover money and won control. It was a ~ __ ~ __

11 Now there is news that Monsterbuck and another American giant,

1 Rich & Bright was started by Sam Rich and his brother-in-law, Megadollar, will join together soon. It will be a very big
Charlie Bright, fifty years ago. It was a successful
family company

2 But the Socialist Party won an election and the government

nationalized the company. It was now managed by a government
department. It was _

3 Then the Christian Democrats won an election. The new

government sold R & B. It was _

4 But by this time both Sam and Charlie had died. The new owners
were banks and pension funds. They were the

5 Of course, many more people - managers, employees and their

families, and clients - also had an interest in the success of the
company. These were the _

6 The new management decided to turn some of the business units

into separate companies. They became _

7 R & B kept a majority shareholding in all of them. It was the

It will be very big!

8 Then the American giant, Monsterbuck, suggested that the two

companies work in partnership on a new product. They proposed
a _
 17
SECTION 3 SECTION 3

The business bag

Empty a manager's bag and pockets or purse and what do you find? Match
the pictures (a-k) with the correct terms (1-11).

1 tickets ~
2 credit card
3 keys
4 mobile phone
5 cash
6 chequebook
7 passport
8 business card
9 wallet
10 personal organizer
11 adapter

b
k·

P
.
cash is made up of coins, made of metal.which y~u keep ipyourpdtket
or in a purse; and notes, made of paper, which you keep in your wallet.
 SECTION 3

19
SECTION 3

18 Business travel Communications

Complete the sentences with words from the box. Find words in the word squarewhich match these descriptions.The words
may run from the top down, from the bottom up, from left to right or diagonally.
aisle bill check-in desk connection excess baggage hand luggage
It can weigh less than 200 grams and you can call your friends
reservation room service seat belt single -tiFT waiter
from almost anywhere with it. (6 and 5 letters)
2 It bleeps to tell you there's a calL (5 letters)
The taxi driver took me the long way to the airport. I didn't give
3 It connects computers round the world. (8 letters)
him a tip
4 You can go here for information in text, sound and pictures about
2 I got to the ten minutes before take-off. an organization or an individual. (7 letters)
Fortunately the plane was late. The way for your company to buy and sell its products and
5
3 I had a very heavy suitcase and two pieces of _ services via computer. (9 letters)
6 A message you send from one computer to another. (S letters)
4 The suitcase and one of the other bags were too heavy and I had
to pay an charge. 7 A computer which you can carry with you when you travel. (6
letters)
5 I wanted a window seat but I could only get an
8 A computer which you can put In your pocket. (7 letters)
________ seat.
9 A virtual company. (6 letters)
6 The weather was bad and I had to wear my _
all through the trip.

7 The first plane arrived very late and so I missed my M A 0 0 T C 0 M N G N H E R

K T U y 0 p N 0 S X A Q R J K L
________ . I waited three hours in the airport for
E I P S Q T A B U L A P A G E R
another flight.
A N A T R R S P Z A N T I C A'
8 At last I arrived at my hoteL They could not find my W V 0 L L U M F B I R P E Y W M
Q 0 R F U M P S W G E R T Y U 0
I J 0 P E S T 0 F D G H J 0 K B
9 I wanted a double room but I had to take a _
L H Z N C M W 0 R U 0 R Z E P I
10 I went to the hotel restaurant but could not find a K E L P 0 G H J P D S U T R W L
________ to serve me. U M Q U M S X 0 W F C R A Y J E
G A V D M A I N T E R N E T H p
11 I went back to my room and tried but there
J I D L E F G T H R 0 V F R E H
was no reply.
B L N B R X C W E B S T E W 0
12 In the morning I asked for my . I jon't 0 E G T C N Y U R S E T R D A N
need to tell you: they had got it wrong! 0 L Q W E X H K N W E G V R W E
r

20
SECTION 3 SECT-JON 3

Number crunching
Look at the spoken numbers in the box. Decide which sentence each number He also has a good pension scheme. It should give him about
4
fits into, and then write the same number in figures in the sentence. ________ of his salary after he retires.
5 We've reduced the percentage of damaged goods to
f. fifty-five three-quarters ________ per cent of production.
!J
•e half seven twenty fif:th
fl
~ 6 We hope to achieve a level of defects soon.
! nought point nought three twenty-three hundred
;,
7 The timetable says that Charlotte's plane should arrive at
~i one quarter two
---------------- hours.
seven thirty two thousand and two
8 This is ---------------- . Can I help you?
three double four oh four five six two zero
~
~-.C=-.7-:~-""""..2"~_;""'",..o!~~~:'>:~"l".:::::":;':-'_"':;.'-•...':.-':"''''''':::::O::,",,:~''''•.;:O''::l;.'\.- 't~~.:;....~~.;;-.'> __.:.;_- .. .', __:_'.-,--.: "::"{_ : ': }"c.: ...,.........•"....;: :~.-""'.,.. ,...
.. ·9' The meeting will start at in the morning
precisely.
1 Pay day for our salaried employees is on the Z_5_t_h _
of every month.
10
---------------- '?! That's a bit early, isn't it?
11 Interest rates have gone up again - from 7WYo to 7!;i% - that is to
2 We do a major strategic review every two or three years. The last say, by of one per cent.
one was at the beginning of _
12 Sales increased by --'-- per cent last year: this is a
.3 Jimmy has saved a lot of money. He plans to retire when he's rather disappointing result.

p A number cruncher is a person Who or a machine whichworks with

numb~s and does a lot of calcul~ti~; very quickly. A lot of managers have
to crunch numbers.

If you don't know the exact number, you can say:

It's about 100.
It's' around '100.
It's roughly 100.
A fot of managers have to crunch numbers.
It's approximately 100.
 SECTION 3

21
SECTION 3

Describing people 1 22 Describing people 2

Match the descriptions (a-m) with the personalityadjectives (1-13). These pairs of words describe employee qualitiesand performance. From the
words on the right, choose a synonym for each adjective (1-"12).
tidy h a works well, does not waste time
tidy neat clever
2 shy b wants to have a top job
2 friendly timid
3 self-confident c doesn't get angry when he or she has to easy-going
3 careful
wait
4 intelligent acceptable
4 reliable d doesn't feel confident when talking to self-assured
5 shy
people he or she doesn't know
6 reliable cautious
5 patient e trustworthy, dependable 7 relaxed adaptable

6 demanding f thinks carefully before doing or deciding 8 self-confident neat

anything 9 flexible consistent

7 nervous 9 arrives on time 10 systematic outstanding

11 satisfactory dependable
8 ambitious h keeps desk, papers, files, etc. in good order
12 excellent warm
9 relaxed calm, unstressed, unworried

10 cautious has a positive feeling about him or herself

11 dynamic k makes other people work hard, often to a

high standard

12 efficient afraid, does not have a lot of confidence

13 punctual m energetic and (usually) successful

p An appraisal is a description of your performance at work. Many people

have appraisal interviews with their bosses one or more times per yeaPto
discuss the work they did in the last year and the work they will do next year.
More and more job interviews and appraisal interviews are done in English. Andre is a very self-confident manager.
 24
SECT I ON 4

23 Describing
SEGTlON 3

people 3 Business word pairs

Herbert is a very traditional manager.

25
SECTION 4 SECTION 4

Basic business words 6 - support 7 well trained -

Write one word in each mind map. Choose trom the words and phrases in
the box.

business customer executive financial management

marl~et price products profit staff - report - asset recruit more - polite and friendly -

enter a new- 8 - opportunities

2 a high -

market

start a - a successful -
a - study a crowded- a bargain - a competitive -

9 financial- top - 10 - pay

3 gross -

junior - middle -
- desk - car
- after tax a net-

4 top-quality -
5 a potential -
p Learning single words is not ,enough.Learning word families like these will
help you build better sentences, understand better how individualwords
work and speak better English.Always look tor word familieswhen you read
and listen to English.
People use mind maps as a learningtool, to remember vocabulary and to
brainstorm ideas. In language learning,you can use a mind map to
remember which words go together. Put one word (for example a verb:
manage) in the central circle and then show other words (for example

best-selling - a wide range of - a - complaint an unhappy- nouns: project, team) which ofien go with it. You can then add adjectives
which go with the nouns (for example: difficult, challenging) and so on!
People with visual memoriesfind mind maps especiallyhelpful.
26
SECTION 4 SECTION 4

Business idioms
Read the sad story of Pedro Brown. Then match the idioms (1-12) with their
meanings (a-I).

1 Pedro Brown was on the ball. f a He began to have too important an opinion of himself.

2 He had a good track record. b He had too many things to do.

3 He had a good nose for a sale. c He made a big mistake.

4 And he usually played his cards right. d He lost his job.

s... But success went to his head. e He was not told what was happening.

6 He began to lose his touch. f He was a clever employee, he knew what was going on.

7 He was always up to his eyes in work. 9 He made the right decisions.

S He started trying to pass the buck. h He passed responsibility to other people.

9 And then he put his foot in it. I His job experience was good.

to The boss gave him a piece of his mind. He talked to him very directly.

11 Nobody put him in the picture any more. k He started to make mistakes.

12 And in the end he was fired. He was a natural salesman.

Pedro Brown was on the ball. He was up to his eyes in work.

27 28 families
SECTION 4 SECTION 4

Business verbs Business word

The company is in crisis. Below is a memo from the Chief ExecutiveOfficer.Fill 1
in the missing words in the sentences.
Circle the 'odd one out' in each of these groups of basic businesswords.

cut deal decide * forecast launch make 1 a) firm b) company c) enterprise @manager
play raise reach solve
2 a) plant b) factory c) office d) works

We have to:
3 a) sell b) make c) produce d) manufacture
~~~fl_'x~~_ a meeting.
4 a) client b) customer c) consumer d) employee
2 ______ with a very difficult situation.

3 _~~~ __ the problem of falling sales. 5 a) salary b) research c) pay d) income

4 ~~~ __ ~ agreement about exactly what to do.

6 a) manager b) profit c) executive d) business person
5 ___ ~~_ on a strategy.
7 a) export b) division c) section d) department
6 ______ a profit next year.
8 a) assistant b) desk c) deputy d) subordinate
7 ___ ~~_ a new product very soon.

8 ~~~ next year's sales. 9 a) timetable b) plan c) schedule d) market

9 ~~~ the prices of our existing products.

10 a) staff b) personnel c) product d) workforce
10 ___ . costs and staff.
11 a) choice b) option c) action d) alternative
11 ______ a different role in the market in order to survive.
12 a) discuss b) call c) phone d) ring

13 a) aim b) target c) reach d) objective

p You can also:

arrange a meeting, call a meeting or organize a meeting.
 "
29 Business
. SECTION 4 .
. . .

word
families 2
Write one word in each mind map. Choose from the following: 6 creative - 7 .. - capacity - processes
s:~:
";T.:.~::".
~.':4:.~'~:P~-:~:::-.~":.-;."""':'....:,-_=_=:""'""'_•..,._:""""'-"O-_:_.-=_-.:-..~ :",=::-.,,-=:~.,.,..- -.""".;<e::.....:-:'_',-,""·~IJ·",,,,--=,,-_,,,_·_w..'1.1·,1..·."1
:::;'~<!'("'.':..... . ...'_, _''''''-_,''' "'d" ';-,. _-;''';,' .. ~-.:..,.-"'.,. t
~
~ accounting ad'l¬ rtising communications computer financial
I market production quality research sales ~
I ~
M''':'\I!h'll~'loll:"~r.:":'I:oI"'~/·-.·..~ ,',>.:...'~•• ,.~".""" :0.1.',-,.;.""'." .-: ... ,··,.::c... ·..., ';7C"""'="_<om~~'
c.tC·,....,..,,=""'. ,.,.1''''·,' 1<';"':.;:,~;~'!I\.:I'I'~~":'.v'::'.:::'.·:
...•... :'.~I""l' :To':. (.,~'.~' -,,'.!' ...J ••_.;.;:-;-.~:: 1!.':-,' ,'.---o:"".;.'~"'"_o_':'~
LI.:.:;;,.;;;.--:<:;;" :<.,;. ....... ,.:£

\.1, newspaper- - campaign 2 ~ laboratory - methods - line

- practices - calculations

advertising
.8. - circles - control

TV and cinema ~ - agency

- team - project

3 mainframe - - network - standards - assurance

'.9: - force - figures .10 - statements - markets

laptop - - programmer

-: study .'5' external- internal -

- brochure - rep - assets - report

- network good=
- research - survey
 31 Problem
SECTION 4

30
SECTION 4

Business word pairs

building These pairs of words often cause problems, Choose the correct alternative for
each sentence.
Fill in the missing words in the table.

ECONOMIC / ECONOMICAL
Verb Person noun General noun Adjective a) Prices are rising and the number of jobs is falling. It's not just a
business problem, it's a general economic problem.
manage managerial
b) This car uses less petrol than the other one so this one is the
more econom;cal
2 analysis
2 TRAVEL/ TRIP
3 organizational
a) Zangief is doing too much business and
wants to cut the number of visits to foreign clients next year.
4 applicable
b) However, he still has to make one important
5 competitive _______ ~_ to the agent in Singapore.

3 PRODUCTION / PRODUCTIVITY
6 decision-maker
a) We will increase pay if the employees raise their
7 investor ---
b) If we don't get another order soon, we'll have to cut
8 production
_________ and maybe close a factory,

9 regulatory 4 SALARY/ WAGE

a) We pay a monthly by cheque to our
10 inform --- white-collar staff.

11 persuade --- b) We pay a weekly in cash to our part-time

blue-collar staff,

»
5 EXPENSES / EXPENDITURE

Informant and persuader are Englishwords but they are not much used in
a) We have to reduce our general : we must
business. cut costs wherever we can.
An informant can be, for example, a police informant - someone who b) The sales manager has to cut his travel, accommodation and
informs the police about the activitiesof people slhe knows..
entertainment : he'll have to stay in
Fifty years ago, Vance Packard, an American writer, wrote a book @8.lIed
The
cheaper hotels and take his clients to cheaper restaurants.
Hidden Persuaders, about the advertising industry.
Someone who makes decisions is not a decider but a decision-maker.
 6 PERSONNEL / PERSONAL
a) Smith has a
SECTION

problem: his wife wants to

4

32 business
phrases Key for
SECTION 5

leave him.
b) Smith's company has a problem: their communication
employees want a 201)!b pay increase.
Match the pictures (a-h) with the phrases (i-8).
7 INTERVIEWEE / INTERVIEWER
a) The person who usually asks most of the questions at an Could you hold on, please? a
interview is the _
2 Do you have any questions?
b) The person who usually answers most of the questions at an
interview is the _ 3 I'm very sorry, madam.
1'11 make sure this doesn't happen again.
8 FOREIGNERS / STRANGERS
a) Our company has been bought by a German multinational. 4 How are you?
More and more are corning from abroad 5 I'm afraid that Mr Fangio is unavailable at the moment.
to work in our office.
6 I've divided my subject into three parts.
b) There were two at the corner table in the
restaurant where we usually go for lunch: no one had ever ··.7 Let me take your coats.
seen them before. 8 There are several points on today's agenda.
9 WHITE·COLLAR I BLUE-COLLAR
a) workers work in the factory. a
b) workers work in the office.
10 ADVERTISING I ADVERTISEMENT
a) Our budget is 10% less than last year.
b) Did you see the big for a new Managing
Director for Acme in this morning's newspapers?
11 LINEI STAFf
a) A manager works directly on the
production of goods or the provision of services.
b) A manager gives support to the managers
who produce the goods or provide the services.
12 RAISING I RISING
a) Prices are at a rate of about 49''0 per year.
b) The company is " this
its prices by 591,
year.
 33
SECTION 5 SECTION 5

c Internal
communication
Business people communicate with each other in a number of different ways.
Match the pictures (a-k) with the correct terms (1-11).

e-mail _b_ 7 office gossip

2 phone 8 face to face
3 letter 9 intranet
d
A ]
__ " __ ~~_r_
4

5
fax
video conference
10

11
meeting
in-house magazine
6 notice board

h
 34
SECTION 5 SECTION 5

e
Presentations
Suzi Capra wants to make a good start to her presentation, so she has made
a list of the things she wants to say. Unfortunatelyshe has dropped aU her
languagecards (a-D on the floor. Help her to put them in the right order by
matching them with the cues (1-10).

Cues

1 THANK audience for coming. ~-c

2 iNTRODUCE myself.
3 Give JOB title.
4 Give TITLE of presentation.
h 5 Give REASON.
6 Give STRUCTURE.
7 Give LENGTH.
8 VISUAL AIDS I plan to use.
g No QUESTIONS until the end.
10 START first part.

Language cards

a I plan to show you some slides and a short video during my

presentation.
b So, first of all, let's take a look at ...
c I'm very grateful that you could all come today.
d I'm going to talk for ...
e If there is anything you would like to ask me, please would you
wait until the end of the presentation.
k. f My name is '.'
g My talk will be in four main parts.
h The subject of my presentation today is ...
I'm the ...
j I'm going to talk about this because ...
 SECTION 5

35 Using visual aids

SECTION

You have to show this visual aid to the people at your presentation, Can you
5

1 The main office is the bottom right-hand corner.

say where each place is? Make complete sentences.
2 The car park is on the left-hand side.
Example: The main office ;s in the top 'eft-hand corner.
3 The factory is the bottom.
Research &
Main 4 The R&D centre is the top right-hand corner.

5 The warehouse is at the top.

6 The training centre is the right-hand side.

7 Office block A is the bottom left-hand corner.

8 Office block B is in the top left-hand corner.

9 The main entrance is the centre.

 36
SECTION 5 St=CTION 5

Meetings 1
Fill in the missing words in the sentences below. Choose from the following. 6 Hut no one had the of the last meeting, so
There are two possible answers for number 8. the secretary had to go and look for them - and to make copies of
the agenda.
agenda any other business chair closed
decision item matters arising meeting 7 It took a long time to go through the from
~
~ minutes monthly point room start the last meeting.
~
~;.;...:.t.-_":_.-~~.,.. ::~;:.C!"_-o-=-""""""~::_-:.':;-!;-,="-:"1.-;-:" -:_-:-:"
-'.~.;~'~_~="'!";:::":'r_,:;_-,-;:.-.:-:.

8 At last we got to the main on the agenda.

"1 It was a terrible __ ~mc::e~e:::....:..t:.:.in.:.,;97-__

9 We talked for two hours but did not reach a _

2 It was planned to at nine o'clock.

10 There was no time for _

But no one had the _

11 The chair declared the meeting just before
midday.
4 And no one knew which to go to.

12 Thank goodness it's only a ~ ~ meeting!

5' The ~ arrived at 9.15. At last we thought we
could start.

Some useful vocabulary for meetings:

The agenda - the list of things to discuss.
· The minutes - the report of a meeting..
The chair - the person who leads the meeting.
· Matters arising - things to discuss from the last meeting.
· Any Other Business (AOB) - the chance for peopleto discussthlnqs
Thank you, everyone. That was an interesting discussion about how long the
which are not on the agenda.
meeting should last. W5 a pity we don't have time to discuss anything else,'
37 Meetings
SECTION 5 SECTION 5

2 e f

Meetings have different kinds of objectives. Match what people are saying (a-I) OK, let's see how
I've called this meeting
many ideas we come up
with the correct meetings (1-9). because I want to tell you
with in the next IS minutes.
about recent developments
1 Meeting to maintain contact d I'll write them up on the
in the KG23 project.
whiteboard.
2 Brainstorming meeting

3 Decision-making meeting

4 Discussion meeting
9 h
5 Annual General Meeting The atmosphere on
the first floor is terrible.
6 We have just one point
Information meeting Could we have a meeting
on today's agenda:
about it? I don't know if we can
7 Negotiation to decide on the launch
get a decision without Cedric
8 and Jan, but at least we can date for Zakko,
Planning meeting
talk about it.
9 Problem-solving meeting

a b
We've got
We're meeting
to find a way of making Can we meet next
the unions on the 21 st.
the TX2 and the TX3 Friday? We need to plan
We're going to discuss with
communicate with each the next three stages
them their demand for a
other. Could the of the AK94 project.
salary increase for
technical people come in
next year.
next Tuesday?

c d

I'd now like to call on

the Chairman of the
If you're in
the country next month,
come over and see us: it
would be good to get a
p A brainstonning meeting is a more informal meeting where everyone
should feel free to make suggestions and to give their ideas, in order to
develop new ideas or to solve a problem. There are fewer rules and there
Board to give us his
chance to talk and discuss may not be an agenda for this kind of meeting.
report on the year's.
how our relationship A troubleshooting meeting is a mixture of problem-solvingand
activities. 'I
could develop. brainstorming, when everyone al the meeting tries to find an answer to a
current (and often) urgent problem. There is more likelyto be a chairperson.
an agenda and rulesfor the discussion in this kind of meeting.
 SECTION 5 SECTION 5

38 Meetings 3
Fill in the spaces in the sentences by changing the nouns on the right 11 I hate the weekly sales meeting. Archie and
into verbs. Fatima always all the time. argument

1 Meetings are good if everyone prepares 12 I with what you say. I think
for them very carefully in advance. preparation
Steve is the problem. disagreement

2 First of all, we have to who 13 again soon. meeting

We need to
should be the chair. decision

14 We have to this question

3 ~ that Mr Power should chair discussion
in more detail.
the meeting. suggestion

15 So, I'd like to what we have

4 ______ that he is the right man for summary
said so far.
the job. agreement
16 Good. So who is going to all
5 He is the only person here who can _ this to the Board'? report
the situation properly. analysis

6 He can the problem if anyone can. solution

7· Mr Hong, please would you not _

when r am speaking. interruption

8 Next point. I that everyone here

should get a 20% salary increase next year. proposal

'9 We must for the next stage of

the project. planning

to Celia is now going to the sales

figures for the last quarter. presentation

Archie and Fatima a/ways argue all the time.

39
SECTION 5 SECTION 5

Business trends
In business it is important to be able to talk about things which go up and
f
down (like prices and profits). Write the letter of each graptl (a-j} next to the
correct description (1-10).

The share price reached a peak.

2 The share price rose slightly .
.3 The share price went up steadily.
4 The share price increased dramatically.
.5.. The share price reached a low point 9 h

.6
7.
8
and then recovered.
The share price decreased slowly.
The share price fluctuated.
The share price levelled out.
~Iil'rl~ . ---.:: _.: ..:::...-'~::--;:::
~~~~;!~;i~~f:...~~~~~~~~:~~~~~~~~~~~~~~L
::~;;:~~£~~~~7:;;~H~·~~-:~\~;~~;::::~:.:-:.:
~~~~~t~;;~~~f~~~~;~f:f~~~~~~~~~~~~~~~
~~~~~~~~;~~H;~~~~;~~~~~~~~~~~st~~~~~~
~'~m:~~H~~~f~;~~~~?~~~~:;~f:;:~~g?~~~~E~~
9 The share price fell rapidly.
10 The share price went down steadily,
 SECTION 6

40 Business documents
SECTI ON ·6·

1 f
All prices are inclusive of VAT, 9 This has been quite a good
po~tagt' and packing. If you year for Ftinco. Although the
Match the document extracts (a-I) with the correct terms (1-12). general economic situation was
wish to pay by Visa or very difficult, sales increased by
American Express card, please 7.3% and net income by 12.7%.
h 7 sales report complete the form at the At the same time. we reduced
1 agenda bottom of the page. If you are our workforce by almost 15%
8 newsletter no! entirely satisfied with yom and continued to increase the
2 order form goods, we shall be happy to...
3 minutes 9 memo

4 mailshot 10 letter h
1 Minutes of the last meeting and matters arising.
5 invoice 11 contract 2 The Zakko launch.
3 Problems in H section...
6 annual report 12 user's guide

You can use toolbars for quick access to commonly used commands
and tools. When you first start the software, the Standard and
Formatting toolbars arc displayed just below the menu bar and the
Drawing toolbar is displayed vertically on the left side of the window.
Fil,'lues for the Western region are generally good although the seasonal fall in
sales of the XJ31 is stronger than usual and a major effort will be needed to
hring sales up to target by the end of the quarter.
Both CentraL and Northern have done well across the whole range despite ...

115 units of XJ4S at £23.50 per unit 0,702.50

b Lm 15% discount £405.37
Dear Ms Zelenka,
Withreference to your recent call, please note that the goods you wish to order are Plus VAT at 115% £402.00
I'lu. pGstage and packing [360.05
currently out of stoek, Total £3,059.18
Payment within 30 days of issue.

c d
POWER ENTERPRISES UK
CELEBRATES ITS MOVE TO
From: k Dear Ms Bazalgette,
FRISBEE HOUSE
Subject: Restroom facilities for Power Enterprises UK has just
H section staff celebrated its move to new premises Have you ever dreamed of owning your very own holiday horne in
Dale: 28 July at Frisbee House, a beautiful listed an exotic location? I am writing to tell you that thanks to Zangief
building at the heart of the historic Timeshare Inc., these dreams could become a realityl. ..
It has recently come to my notice that centre of flristol and just a few
a number of employees in H section ... minutes' walk from ...

-
6.1 The SUPPLIERis entitled to modify the material ordered beforedelivery,
-
e 4 It was agreed that departmental running costs must be cut by 10%. provided such modifications do not affect the prices, delivery dates, quality
Arturo will present his proposal at the next meeting. performances or mechanical characteristics.
6.2 In all other cases,the PURCHASER'sprior written permiSSIOn is required to
5 Martha's presentation ceremony will be on 9 November. Everyone
perform changes to the material.
will attend.
6 The next departmental meeting will be on...
 SECTION 6 SECTION 6

41 Business documents 2
Write the types of written communication in the box next to the correct 9 it tells you how much products cost
definitions.
10 a book with lists of telephone numbers
agenda annualreport contract directory fax in house magazine
or other information
invoice mailshot memo minutes newsletter orderform
11 the paper which tells you how much you
price list sales brochure sales report user manual
must pay when you buy something from
a company

1 it tells people - usually people inside 12 a document which tells you about the
the company - about the life of the company's performance over the year,
organization in-nouse magaZine
including the accounts for the year

2 a report of a meeting 13 a legalagreement between two parties

3 a letter sent at the same time to a number 14 a messagesent by facsimilemachine

of customers or possible customers, for
example about a new product or service 15 tells you how a piece of equipment
it
works
4 a paper which you fill in when you want
to buy something from a company 16 it contains figureson how much money
people have spent on the company's
5. an internal message,usually from one products in, for example, a month
person to a group of people

6 a list of things to discussat a meeting

7 it tells people - usually people outside

the company - about the life of the
organization

8 it gives information about the company's

products
 Sr;CTION 6··

42
SECTION 6

Visuals in written
communication e
f
Match the pictures (a-i) with the correct types of visual (1-9). Bank
expresses
concern
1 bar graph _0_ 6 organigram

2 diagram 7 pie chart

l
Bank
expresses
3 flow chart 8 plan deep concern

4. line graph 9 table t

Bank refuses
5 map
to extend
overdraft
Works
. a. 400
350
l 1 GateA
:> GatRIJ
C

Bank 3 Galee '~~

300 4 GateD
aooonts a Works
• At £150 receiver B
250
(/) per unit
.l!1 200
C1l

:;~~;
(fJ
i50 ~
100

50
0
Admin. m~fm
hlock 2 ~gJm
0 2 3 4
Quarters

h
b

. c.
Sports events
15%

d Radio spots
27%

Magazines
Newspapers
16%
11%
43 Business
SECTION 6 SECTHJN 6

letters
Match the letters (a-n) with the different parts of the letter (1-14).

1 salutation ---
e

2 signature
a IGEl~1
Great Eastern Associates
3 letterhead 377 KingJames Street
Edinburgh ED4 1MU
b Scotland
4 enclosures
Tel: 00 44 1301 567567
fax; 0044 1301 567586
5 complimentary close
e-mail: infogreas@Warmmail.com

6 final paragraph c 7 February 2002

d
I Mr Felix Dubois
7 sender's title
8anque Regionale du Sud-ouest
14 Route Nationale
8 sender's address 24340 Mareuil
France
9 main paragraph
e Dear Mr Dubois
I
10 website f Thank you for your recent enquiry.
I
9 I enclose our brochure which gives you information about the
11 introductory paragraph services we offer and our prices. If you would like any more

12 date
h
I information, please do not hesitate to contact us.

We look forward to hearing from you.

I
13 sender's name i Yours sincerely
I
j
14 addressee's name and address I
k Fiona McDuff
I Partner
I
m Ene. GE Associates brochure

n
I Great Eastern Associates
Partners: F. McDuff, R. McDuff, Z. McDuff, H. McKechnie
www.greas.co.uk
 SECTION 6'

44 E-mails
There can be a big difference between the styles used for writing e-mails and
SECTION 6

Letters E-mails
for writing letters. Often - but not always - e-mails are less formal. On the next
page is a table of different expressions used tor writing letters and e-mails. Greeting 1 Dear Sam 2
Write each phrase below in the correct place in the table.

I,~c,,~~c.~~~~_o~~'
..-_~.. ~m._=
.>.:::.-.~<~~~."~.'
.. "'.~~'.'
'~.=~.-=" < .•..•. , .. ~, •••. ~~." ••• - ••• "~.-.~." .. , ."-~~

Topic 3 4

~ Re: ~
~
!
.
~M~m
Let me know if you need more information.
~
.
I Request 5 6

~
Hi Sam
Apology 7 8
Sorry about. ..

Please ...
Documentation 9 10
... attached

I should be grateful if you would ..

Bad news 11 12
Please accept our apologies for ...

We regret to inform you ...

Please find enclosed ... Good news 13 14

With reference to ...

I'm afraid ...

Conclusion 15 16
We are very pleased to inform you ...

If you need more information, please do not hesitate to contact us.

Closing 17 18
I'm happy to tel/ you ...

With best wishes

~
t '·~'~'···"".·''-_'·.··'.~.-.C"O"·"'
.;·"~~.o~".·
'-'-,.',','"..,.-.'0 ,'" .. "'_ :--:.-~~
•
45 46
SECTION 6 SECTION 6

Business forms The CV

Mary McCann has filled in the form below. Write the following headings in the Archie Wong's CV has got mixed up in the word processor. Help him to put
correct spaces on the form. the items in the right order by matching the information (a-j) with the correct
headings (1-10).
Business address Company Date Date of birth
Extension number First names job title Marital status
1 Name f a English, French, Cantonese
Place of birth Postcode Signature Surname
Work telephone number 2 Date of birth b British

.C Military history, climbing,

3 Nationality
chess

Surname 4 Education
1 McCANN d Loopers and Kylebrand,
Chartered Accountants,
2 MARY ELIZABETH 5 Qualifications 1988-91
Gabstock and Thring,
3 ACE PROMOTIONS 6 Experience Chartered Accountants,
1991-94
4 DIRECTOR OF MARKETING 7 Current position
e Assistant General Manager,
5 65 KINKLADZE WAY, LONDON 8 Responsibilities Power Enterprises UK

6 NW67TL 9 Archibald Fitzpatrick Wong

Languages spoken
7 00 44 020 7965 4200 9 8 September 1967
10 Leisure interests
8 372 h MA in Politics and
Economics 1988
9 14 MAY 1969 Member, British Institute of
Chartered Accountants 1991
10 CAIRO, EGYPT
MBA 1995
11 MARRIED General management of the
company
12 20 JANUARY 2002
Achieved 25% growth per
13
m £ fflcCamvv year over the last four years

Bootham School, York,

1980-84

·...
P Mary has filled in an internal company form. But it she had wanted a job
with your company, which information could your company ask for? And
Keblc College, Oxford,
1985--88
INSEAD, Fontainebleau,
France, 1994-95
which information could it not ask for? For example, in some countries,
companies cannot ask if candidates are married or not.
 SECTION 7 SECTION 7

47 Business functions
Match each group of words (a-o) with the correct business function (1-15). a laboratory test scientist trial

1 Human Resources f b parts assembly line shift supervisor

Purchasing
c PR event press release company image house magazine
.2
d retail outlet monthly figures discount commission
3 Marketing
e capital dividend cash flow share price
4 Training
f recruitment training safety employee relations
.·9. Legal
9 invoice bookkeeping VAT credit note
6 Information Technology
h network screen hard disk memory
.:7· After -sales
questionnaire rnailshot prospect advertisement
.8 The Board
bulk buying office supplies order delivery
.9 Finance
k shareholder executive director non-executive director chairman
10 Distribution
course design student needs analysis timetable
.11 Sales
m hot line telephone support complaint 24-hour service
12 Production
n stock control lorry warehouse packaging
.)3 Research and Development
o contract patent copyright signatory
14 Accounts

i5 Communications
48
SECTiON 7 SECTION 7

Finance
Match each quote (a-j) with the correct description (1-10) 2
The company is
a We haven't put enough profit back into the company. 8 The forecasts
thinking about
are good.
b We don't have enough money coming into the company asking for a subsidy.
for us to pay our own bills.
c We made more money this year than last year.
3 4
d Last year, we spent more money than we earned.
The invoicing
e We have to spend less on things like electricity,
Profits are up. procedure has been
rent and postage.
changed.
f At the moment we are spending more than we said
we would at the beginning of the year.

9 We have decided to hill customers before delivery 5 6

of the goods.
Spending is over
h We think the figures for next year are going to be Cash flow is poor.
budget.
very positive.
We don't make enough money on the sale of each unit.

We can't do it on our own so we should ask the 7 8

government for financial help.
Investment is
There was a loss.
too low.

9 10

Overheads arc too

Margins are too low.
high.

Cash flow is poor.

49 Marketing
SECTION

Fill in the crossword. All the answers are connected with marketing.
7 '. S.EOTION 7

Across

2 When a company has a new product, it has to decide on a

LA U date.
·4 If you want to know what people think about a product, you do
some market 'R E S _
.6 The P A of a product is very important: the
company has to think carefully about how the product should
look.
a. The objective of advertising is to build up B R loyalty.
11. Some companies show the same television
COM M in several different countries.
Down

'·1 You ask people to fill in Q U so

you can get information about what they want or need.
·3 Where to sell the product is a question of P L : another of
the 'Seven PS' of marketing.
·5 . One recent advertising C A lasted for over a year.
·6 PR of a product is the general process of
getting people to know your product, to like your product
through advertising and so on, so that they finally buy it:
another of the 'Seven Ps'.
·7 . One way to inform people about your product is to
AD it on TV.
9. Youemploy an advertising A G to create a product
image. Proouc:! ~"ttte gOOO$ oi SerViQ~S'.~cOmpany prrjviQ~s.::
.PeoplEi ., eV~rYoMeirwolv!9d..'fr6rri producer to consulTIe( - '. ...~._. ....:.:
10 One more of the 'Seven Ps' of marketing is P R : you have
to decide how much the consumer can pay for It.
a~~t1i~g~ha,.Sh9WS
". Physical~"idence~· th~~xist~f)S~}Kt~~.cpniB~n¥/r.{i:;;
: ~:.'

...
'~'. ~
..~
 SECTION 7·

50
SECTION 7

Human resources
Match each group of human resources terms (a-k) with an appropriate period of service contribution
a retire portable
heading (1-11),
b accident warning inspector first aid
.1 Working conditions k deal dispute agree
c strike
2 Recruitment tribunal dismissal union eights
d contract
3 Training team building
e time management leadership
4 Management development assertiveness training

5 Equal opportunities f course role-play visual aid self study

6 Pay 9 interview objectives performance review

7 Health and safety h wages bonus commission incentive

8 Employee relations interview apply cv headhunt

9 Employment law returner flexible hours creche facilities homeworking

10 Appraisal k duties hours holidays full-time

11 Pensions

p Some companies employ a headhunter to help them find key personnel.

This person tries to attract especiallyable people to a job by offering them .
better pay, more responsibility,etc,·'
A tribunal is a court of people officially appointed to deal with special
matters. For example, a c~se of unfair dismissal may be heard in an
employment relationstribunaL
A bonus is an additional payment on top of what is usual or expected. It
may takethe form of a share of a company's profits paid out to the people ..
who work there.
Other terms for the word creche are day-care centre or nursery,
The interview,
 SECTION 7

51 Computing
SECTION 7

Fillin the missing words in the sentences below. Choose from the words in the 9 If you do not know how to do something in a particular
box. There are two possible answers to number 3. programme, you can usc the facility.

database desktop publishing directories disk drive 10 To be able to run CD-ROMs on your computer, you need a CD-
folder help internet laptop modem palmtop ROM -- _
30fhvore spreadsheet word processing
'~ , . .... ...~,.,'." .'~"-.". -.' 11 For your computer to be able to send and receive information via
a telecom link, you need a _
1 The screen and the keyboard are part of the hardware.
12 You can use the to get all kinds of
The operating system is part of the so_f_t_w_o_r_e__
information from computer databases all over the world .
.2 One way to safeguard information in your computer is to copy
files from the hard to a zip drive.

3. To keep yOUT files in order, you can make and keep them in
different _

4 If you want to work mainly with text on your computer, you

need software.

5 If you want to work mainly with figures, you need

________ software.

·6.. If you want to produce a good-looking magazine or in-house

newsletter, you need some software.

"7 If you want to manage and manipulate large amounts of

information, for example about your company's clients, you need
________ software.

•~r, If you want to use a computer when you are on the move, the
best kind of computer ,to use is a or a

The best kind of computer for people on the move?

'5"'2".. .

Production 1·
SECTION 7 SECTION 7

in the factory
Match the items in the picture (a-n) with the correct terms (1-14).

1 supervisor 5 packer 12 waste bin

9 robot
2 hard hat 6 assembly line 13 fire extinguisher
10 forklift truck
3 shop-floor workers 7 machine 11 shelving 14 safety notice
4, overalls 8 machine guard

\l"WJ l\, /) VW\Il1N'--

-L~1Jn (AUTtoN a
.I ;"/~V
."."......
v
,', .\AM.'r,.. V
[€B.~J.,
.
_
53 54 environment
SECTION 7 SECTION 8

Production 2: from Business and the

factory to home
The sentences in the chart below describe how goods get from the factory to What is the company's environmental policy? Fill in the missing words in the
your home. Match the letters in the chart (a-m) with the words or phrases they sentences below. Choose from the following:
represent (1-11). Some words or phrases are used more than once. :..... -'-.:_ ~•.' ':: .. :•.':;.,' .•.•: . ': :-:~-,"--7."=-
•...

audit batteries bulbs green packaging photocopies

1 a consumer 7 in
plastic recycle scrap suggestions waste
2 a distributor 8 makes , _'-_ -__ .:'--_-_-.:..
.. -: ........•....•.. _ ...
~
:::t:1

3 a manufacturer 9 sells
4: a retail outlet 10 through t In future, we should only buy rechargeable b_a~t_te_r_'_'e_s__
5. a warehouse 11 transports 2 We should all the glass bottles and
newspapers we use.
6 by
3 There should be different bins in every office for different kinds
of _
Person Activity Goods Preposition Place
4' We should make sure that everyone separates paper from

a 3 b' cars ·c a factory.

5 We should encourage office staff to use _
paper for notes and messages.
A wholesaler stores machine d e 6 We should ask people to make fewer _
tools
7 We should always use long-life light to light
our offices.
f 9 frozen foods h road] rail]
8 We should reduce the amount of _ on our
sea or air.
products.
9' We should ask a finn of specialist consultants to do an
A retailer ·i televisions .'l. k
environmental of our activities.
-----------------
10 We should encourage everyone to make _
I buys video cassette at I through m about how to make environmental savings.
recorders
11 We want to continually improve our image.
55
SECTION 8 SECTION 8
.
Women In business
Sally Pereira has just been made Chief Executive Officer of Grotesko, a big a Give employees more chance to stay at home if their children
retail chain. She wants to improve working conditions for women in the are ill.
company. Match the features in her policy (1-10) with the descriptions (a-j).
b Make it easier for women to move into senior management
1 Guarantee EQUAL PAY. h positions.

2 Introduce FLEXITIME. c Give women more time away from work when they have babies.

3 Improve MATERNITY LEAVE. d Give employees computers with an internet connection so they
can sometimes work from home.
4 Encourage HOMEWORKING.
e Organize a facility where employees may leave their young
5 Allow more DAYSOFF.
children during the working day.
6 Increase the number of RETURNERS. .f Give employees more freedom about the time of day when they
7 Introduce JOB SHARING. start and stop work.

8 Provide CRECHE FACILITIES. 9 Encourage women who left the company to start families to come
back to their old jobs later on.
9 Provide EQUAL OPPOR'J'UNJTIF.S.
.h Give women the same money as men for doing the same kind of
10 Break the GLASS CEILING.
work.

Give women the same chance to get jobs as men.

Allow partners or colleagues to share the same position.

p In the companies you know:

Is there always the same percentage of women in senior managementas in .
the company as a whole?
What is each company's policy on equal opportunities?
Breaking through the glass ceiling.
 '1

56 the
SECTION 8 SECTION 8

Business and
economy
Match the statements about the imaginary country of Zakaria (1-1 0) with their a The EXCHANGE RATE is stable.
(similar) meanings (a-H.
b The standard RATE OF INCOME TAX is 30%.
1 There are 20 million people in Zakaria who
want to work. One million do not have jobs. d c The MANUFACTURING SECTOR is larger than the service sector.

2 Some industries are privately owned and some d The UNEMPLOYMENT RATEis SO/b.
are state-owned.
e People are afraid of a RECESSION.

3 Last year the size of the economy was $100 billion. f The GROWTH RATE was 1%.
This year it is $101 billion.
9 The economy has a large SERVICE SECTOR.
4 Prices are much higher this year than last year.
h TRADE UNION MEMBERSHIP is about 10% of the whole
.5 Banking, insurance and tourism, etc., are workforce.
important to the country's economy.
Zakaria has a MIXED ECONOMY.
·6 But the production of cars, machine tools, white
The RATE OF INFLATION is high.
goods, etc., is stiIJ the most important part of
the economy.

7 At the moment, the economic situation is bad.

There is a danger that the economy will get
smaller, not bigger this year .

..
8 Most working people have to pay about a third
of their income to the government.

:·9 Today you can buy 10 Zaks for one US dollar.

Last year it was the same.

10 Two million workers are members of labour

organizations.
The manufacturing sector
 1

57
SECTION 8 -,.
" SECTION 8

Outsourcing
Power Enterpriseswants to concentrate on its core business. Match the
pictures (a-j) with the outsourced departments (1-10).
I
Mail services h
2 Catering services

3 Payroll administration
9
4 After-sales service

5 Security

6 Cleaning h
7 IT

8 Distribution

9 Storage

10 Training

a
b

p Outsourcing happens when a company asks another company to do some

of its work. Some companies like to employ people just for their core
business - to work on tile main products they make or the main service .
they provide. Some companies now outsource functions like human
resources. It can often be cheaper for a company to get certain.kinds of
service by outsourcing rather than by employing more people directly.
,. 'T
!

58 59
SECTION 8 SECTION 8·

Business initials From first to last

and abbreviations There are three verbs in each of the groups below. First, match each group of
verbs with a noun in the table. Then write the verbs in the right order in the
Jacqui has received similar e-mails from two different people. What do the
table from what happens first to what happens last.
initials and abbreviations in the second memo mean?
1 start up complete manage f
1 FYI for y_ourinformation 7 ASAP
2 sell off run set up
2 CEO a VAT
identify
3 discuss solve
3 VP 9· n/a
4 negotiate propose sign
4 HR 10 PA launch
5 test research
5 R&D 11 OK 6 set meet work to
6 AGM 7 postpone fix hold

6 build break up lead

9 receive resolve deal with

10 keep fire hire

11 give practise prepare

First verb Second verb Last verb Noun

You should know that the boss has told both the
personnel and development directors to get the figures a a company
for the yearly shareholders' meeting urgently. Some of
the tax details are not out. Could you get your b a meeting

c staff
a new product

.e a presentation

f start up manage complete a project

a team
9
h a problem
has told the VPs for HR and R&D to get the
figures for the AGM ASAP. Some of the VlI.Tdetails are a deadline
nla at the moment. Could you get your PA to do them? OK?
a complaint
a deal
k
60
SECTION 8

Your USP Answers

What is your company's Unique Selling Propositionor USP? Fillin the missing
Test 1 Test 5 Test 9
words in the sentences below. Choose from the following: I in 6 for 1 salary 1 main gate
2 in / for 7 in 2 pension 2 identity card
:~ in 8 on 3 benefits 3 security guard
4 in 9 on 4 stock option 4 main building
care competitors employees empowered experience S on 10 for s car 5 reception desk
flexible goal invest quality talking 6 expenses 6 receptionist
Test 2
7 health insurance 7 appointment
1 company
H vouchers 8 sign
2 products
9 bonus 9 badge
3 leader 10 income, rise 10 lift
1 Our employees are the best trained in the country. 4 share
11 floor
5 employees Test 6 12 secretary
2 We look at what our do, then we do it better. 6 subsidiaries 1 CAREER
13 office
7 customers 2 JOB
14 deal
3 We spend more time to our customers than any 8 competitors 3 STARTED
9 shareholders 4 LEFT Test 10
other company in our field. 10 turnover 5 MOVED 1 b 7 h
11 profit 6 PROMOTED 2 e 8 d
4 The of our goods and services is second to none.
12 share price 7 MADE REDUNDANT 3 a 9 k
8 JOINED 4 g 10 i
.5 We regularly win industry awards for our levels of customer Test 3 9 APPOINTED 5 j 11
1 j 8 k
10 FIRED 6 c
2 f 9 e
11 RETIRE
6 We have more years of of working in this sector 3 g 10 h 12 OFFERS Test 11
4 m 11 a 1 f 7
than any other organization in this country. 5 c 12 Test 7 2 I 8 c
6 b 13 1 k 7 3 h 9 d
7 We have a more approach to the needs of our 7 d 2 f 8 g 4 k 10 b
customers than any of our competitors. 3 c 9 b 5 e 11 i
Test 4 4 a 10 h 6 a 12 g
1 owner
8 We more in research and development than 5 j 11 e
2 Chief Executive 6 d
Test 12
anyone else in the business. Officer 1 senior management
3 director Test B 2 middle management
9 All our people are to take decisions on the spot 4 boss 1 c 9 3 junior management
S shareholder 2 0 10 4 clerical grades
about what is best for the customer.
6 investor 3 d 11 g 5 supervisory grades
7 customer 4 12 a 6 skilled grades
10 Our is to be number one in every area in which
8 supplier 5 m 13 n 7 semi-skilled grades
we operate. 9 leader 6 j 14 k 8 unskilled grades
10 colleague 7 h IS b
11 opposite number 8 e
12 manager

p Every company has, or should have, a USP. Your USP tells people what
makes your business different from every other.
 AN SW ERS ANSWERS

Test 13 Test 15 Test 18 Test 22 Test 25 Test 30

I Chairman of the 1 head office 1 tip 1 neat 1 market J manage
Board [a] 2 regional headquarters 2 check-in desk 2 WaflTI 2 price manager
2 Chief Executive 3 local offices :-\ hand luggage 3 cautious 3 profit management
Officer lbl 4 local agents 4 excess baggage 4 clever 4 products managerial
3 Director of Finance [c] 5 factories S aisle 5 timid 5 customer 2 analyse
4 Director of 6 warehouses 6 seat belt 6 dependable 6 financial analyst
Operations lei 7 research and 7 connection 7 easy-going 7 staff analysis
5 Director of Marketing development centres 8 reserva tion 8 self-assured 8 business analytical
IgJ 8 training centres 9 single 9 adaptable 9 management 3 organize
6 Director of Human 9 office 10 waiter 10 consistent 10 executive organizer
Resources [kJ 10 plant 11 room service 11 acceptable organization
Test 26 organizational
7 Director of Research ]2 bill 12 outstanding
Test 16 1 f 7 b
and Development [n] Test 20
4 apply
1 family company Test 23 2 8 h applicant
8 Deputy Director of 1 25th
2 state-owned 1 untidy :3 1 9 c
application
Finance [d] 2 2002
3 privatized 2 disorganized 4 g 10
applicable
9 Factory Manager [f] 3 SS
4 principal shareholders 3 inaccurate 5 a 11 e
5 compete
10 National Sales 4 Y4
5 stakeholders 4 unsystematic 6 k 12 d
Manager [hI 5 0.03 competitor
6 subsidiaries 5 insensitive competition
11 Training and 6 0 Test 27
7 parent company 6 impatient competitive
Development 7 23.00 1 fix
8 joint venture 7 unconventional
Manager [I] 8 34404562 2 deal 6 decide
9 takeover 8 untraditional
12 Compensation and 9 7.30 3 solve decision-maker
10 hostile takeover 9 unconvincing decision
Benefits Manager [m] 10 7.]0 4 reach
11 merger 10 irresponsible
13 Regional Sales 11 Y4 5 decide decisive
11 inefficient
Manager North/South Test 17 12 2 6 make 7 invest
12 insecure
[i or il 1 j 7 g 7 launch investor
2 e Test 21 13 disobedient investment
14 Regional Sales 8 b 8 forecast
14 unreliable
Manager South/North :3 h 9 f I h 8 b 9 raise
2 d 9 15 unpredictable
[i or j] 4 k 10 a 10 cut 8 produce
5 c 11 d 3 j 10 f 16 unfriendly producer
11 play
Test 14 4 e 11 III 17 undiplomatic production
6
1 e 7 5 c 12 a 18 untrustworthy Test 28 productive
2 f 8 6 k 13 g 19 intolerant ] d 8 b 9 regulate
] g 9 i 7 20 insincere 2 c 9 d regulator
4 b 10 k 21 unorthodox 3 a 10 c regulation
5 c 11 d 22 dishonest 4 d 11 c regulatory
6 a 12 h 23 inexperienced 5 b 12 a 10 inform
Test 24
6 b 13 c (informant)
7 a information
1 m 10 d
Test 19 MA<QOTCOM)I 2 k 11 P Test 29 informative
1 MOBILE PHONE KTUYOPNDS 3 r 12 f 1 advertising 11 persuade
2 PAGER E 1 o TAB U 4 q 13 c 2 research (persuader)
1 A R R S P
3 INTERNET 5 14 i 3 computer persuasion
WVo M F B
4 WEBSITE 6 a 15 h persuasive
5 I-COMMERCE
o 0 R F SW G E 4 market
1 J 0 P F D G H 7 0 16 g 5 communications
6 E-MAIL L H Z N eM 0 U 0 R 8 17 c 6 accounting
7 LAPTOP o G H D S U TRW L
9 n 18 b
8 PALMTOP U M 0 U M S X DW FeR A Y J E 7 production
K~LP 8 quality
9 DOTCOM G AVO M A (I N T ERN E T) H P
J I 0 L EFGTHROVFREH 9 sales
B L N B R X C @ E B SIT r;lW 0 10 financial
D E G T C NYU R SET R 0 A N
OLOW EXHKNWEGVRWE
 ANSWERS ANSWERS

Test 35 Test 38 Test 42 Test 45 Down

Test 31
1 (I) economic 1 prepares 1 a 6 h 1 surname 1 QUESTIONNAIRES
1 The main office is in
b) economical the top left-hand 2 decide 2 d 7 i 2 first names :{ PLACE
2 a) travel corner. 3 Sllggcst 3 e 8 b 3 company 5 CAMPAIGN
b) trip 2 The car park is in the 4 agree 4 c 9 4 job title 6 PROMOTION
3 a) productivity bottom left-hand S analyse 5 g 5 business address 7 ADVERTISE

b) production corner. 6 solve 6 postcode 9 AGENCY

Test 43
4 a) salary 3 The factory is in the 7 interrupt 7 work telephone 10 PRICE
1 e 8 b number
b) wage bottom right-hand R propose 2 9 g Test 50
5 a) expenditure corner. 9 plan 8 extension number
3 a 10 n 1 k 7 b
b) expenses 4 The R&D centre is at 10 present 9 date of birth
4 m 11 f
10 place of birth
2 i 8 c
6 a) personal the top. 11 argue 5 i 12 c 3 f 9 d
b) personnel S The warehouse is in 12 disagree J J marital status
6 h 13 k 12 date
4 e 10 s
7 a) interviewer the centre. 13 meet 7 1 14 d 5 j 11 a
b) interviewee 6 The training centre is 14 discuss 13 signature
6 h
8 a) foreigners on the right-hand side. 15 summarize Test 44 Test 46
b) strangers 7 Office block A is in the 16 report 1 Dear Sam 1 f 6 d Test 51
9 a) blue-collar top right-hand corner. 2 Hi Sam 1 software
Test 39 2 g 7 e
b) white-collar I:! Office block B is at the 3 With reference to ... 3 b 8
2 disk
I i 6 4 Rc: 3 directories
10 a) advertising bottom, 4 i 9 a
b) advertisement 9 The main entrance is
2 h 7 i S [should be grateful if 4 word processing
3 e 8 d
.') h ]0 c
11 a) line on the left-hand side, you WOUld ... S spreadsheet
b) staff
4 g 9 b 6 Please." Test 47 6 desktop publishing
Test 36 5 c JO a 7 Please accept our 1 f 9 e 7 database
12 a) rising
1 meeting apologies for. .. 2 i 10 n 8 laptop, palmtop
b) raising Test 40
2 start 8 Sorry about ... 3 1] d 9 help
1 h 7 i
Test 32 :1 agenda 9 Please find enclosed ... 4 12 b 10 drive
2 f 8 d
1 a 5 e 4 room 1() .c.attached 5 0 13 a J 1 modem
2 d 6 f .') chair :~ e 9 c
4 k ]0 b 11 We regret to inform 6 h 14 g 12 internet
3 c 7 b 6 minutes you". 7 m IS c
4 g [) h 7 matters arising 5 i 111 Test 52
6 g 12 a 12 lim afraid ... 8 k
8 item/point 1 c H k
Test 33 13 We are very pleased
9 decision Test 41 Test 48 2 9 d
1 b 7 d to inform you ...
10 any other business 1 in-house magazine
a [) f S 3 n 10 b
2 k I:! j 14 I'm happy to tell
] 1 closed 2 minutes b 6 g 4 4 g 11 a
3 c 9 g you ...
12 monthly c 3 h 2 .') j 12 h
4 e 10 a 3 mailshot 15 If you need more
4 order form information, please d 7 10 6 m 13
5 f 11 Test 37 e 9 1 7 e 14
5 memo do not hesitate to
6 h I d 6 e
6 agenda contact us. Test 49 Test 53
2 f 7 b
Test 34
3 h 8
7 newsletter 16 Let me know if you Across a :1 h 6
1 c 6 g 8 sales brochure need more 2 LAUNCH b 8 9
4 g 9 a
2 7 d 9 price list information, 4 RESEARCH c 7 j 10
5 c
3 8 a 10 directory 17 With best wishes 6 PACKAGING d 7 k 4
4 h 9 e 11 invoice 18 wbw 8 BRAND c S I 1
5 i 10 b 12 annual report 11 COMMERCIALS f 2 m 4
13 contract g 11
14 fax
1 S user manual
16 sales report
 ANSWERS

Test 54 Test 59
1 batteries
2 recycle
1 f
2 a
7 b
8 g
Word list
3 waste 3 h 9 The numbers after entries are the tests in which they appear.
4 plastic 4 k 10 c
A brainstorming meeting 37 conclusion 44
5 snap 5 d 11 e brand 49 connection 18
about 20
6 photocopies 6 acceptable 22 break up 59 consistent 22
7 bulbs accounting 29 build 59 consumer 28, 53
8 packaging a set up· .... run+- accounts 47 bulb 54 contract 40, 41
9 audit sell off a company accurate 23 business 2S conventional 23
action 28 business address 43 convincing 23
10 suggestions b fix --> postpone _, adaptable 22 business card 11, 17 core business S7
1] green hold a meeting adapter 17 business function 1 corner 35
C hire _, keep _, fire addressee's name and address business person 28 correspondence 24
Test 55 43 business sector 1 creative accounting 29
staff
1 h 6 g advertise 49 buyer 24 creche 50
d resea rch --> test « creche facilities S5
2 f 7 j advertisement 31 by 53
launch a new product advertising 29, :n credit card 17
3 c 8 e e prepare _, practise=- after-sales 47 C current position 46
4 d 9
give a presentation ca1l2B customer 2, 4, 24, 25, 28
after-sales service 57
5 a 10 b agency 49 call a meeting 27 cut 27
f start up --> manage--> call centre 10
complete a project agenda 36, 40, 41
Test 56 campaign 49 D
agreement 38
1 d 6 c g build -> lead _, break aim 28 car .') database 51
2 7 e up a team care 60 date 44, 45
aisle 18 date of birth 45, 46
h identify _, discuss=- alternative 28 career 6
3 f 8 b careful 22 day-care centre 50
4 j 9 a solve a problem ambitious 21
cash 17 days off 55
set -> work to _, meet analysis 30, 38
5 g 10 h annual general meeting cash flow 48 deadline .'>9
a deadline (AGM)37,58 catering services 57 deal 9, 27, 59
Test 57 receive _, deal with _., cautious 21, 22 deal with S9
annual report 40,41
1 h 6 j resolve a complaint any other business (AOE) 36 CD-ROM 7 decide 27
2 g 7 b centre 35 dcclslon 36, 38
k propose _, negotiate apology 44
3 a chair 36 decision-maker 30
8 d _, sign a deal applicable 27
decision-making meeting 37
appoint 6 chairman of the board 13
4 i 9 e check-in desk 18 decrease slowly 39
5 f 10 c Test 60 appointment 9
appraisal 21, 50 chequebook 17 deliver 24
1 employees chief 24 demand for 1
Test 58 appraisal interview 21
2 competitors approximately 20 chief accountant 11 demanding 21
1 for your information 3 talking argument 38 chief executive officer (CEO) department 28
2 Chief Executive 4,13,24,58 dependable 22
4 quality around 20
depend on 1
Officer arrange a meeting 27 choice, 28
5 care cleaning 57 deputy 13, 28
3 Vice President 6 experience assembly line 52
clerical grade 12 desk 28
4 Human Resources assistant 28
7 flexible assistant general manager 11 clever 22 desktop publishing 51
5 Research and 8 invest as soon as possible (ASAP) 58 client 24, 28 diagram 42
Development dosed 36 diplomatic 23
9 empowered audit 54
6 Annual General closing 45 director 4
10 goal B coin 17 director of finance 13
Meeting colleague 4 director of human
bad news 44
7 as soon as possible come home 3 resources 13
badge 9
8 Value Added Tax bar graph 42 commercials 49 director of marketing 13
9 not available based in 1 communications 29, 47 director of operations 13
10 Personal Assistant battery 54 company 2, 24, 28, 45, .59 director of research and
benefits .') compensation and benefits development 11, 13
11 Okay? Alright? manager 13 directory 41, 51
bill 18
blue-collar 31 competitive 27 disagreement 38
blue-collar worker 12 competitor 2, 60 discuss 3, 28, 59
board 47 complaint 59 discussion 3H
bonus 5, SO complete 59 discussion meeting 37
boss 4 complimentary dose 43 disk 7, 51
bottom 35 computer 29 disk drive 7
 WORD LIST WORD LIST
.~

distribution 14,47,57 flow chart 42 internal cornmunirations 1 ! management 2S option Vl problem S9

distributor 53 fluctuate 39 internet 20, 51 management development 50 order form 40, 41 problern-solving meeting 37
division 28 folder 51 interruption 38 manager 4, 24, 28 organigram 42 process 49
documentation 44 forecast 27, 4!l irrtcrvicwec 31 managerial 27 organize a meeting 27 produce 28
dotcorn 20 foreigner :~I interviewer :{I. managing director 11, 24 organtzatlonal 30 product 2, 24, 25, 28, 49
drive 51 forklift truck 52 Intranet 33 manufacture ZH organized 23 production 24, 27, 29, 30,31,
dynamic 21 for your information (FYI)58 in-tray 8 manufactu rer 5:~ orthodox 23 47
friendly 22, 23 introductory paragraph 43 manufacturing 24 outstanding 22 production and distribution
E invest 60 manufacturing sector S6 over budget 49 14
easy-going 22 G investment 48 map 42 overalls 52 producrion Ill<lllagcr 11
e-cornmerce 20 give 59 investor 4, 30 margins 49 overheads 4,t! productivity 31
economic ~1 glass ceiling 55 invoice 40, 41 marlta I status 43 owner 4 profit 2, 25, 28, 4H
cconomtcal Jf go 3 invoicing 48 market 25, 28, 29 project 59
education 46 go down steadily 39 p promote 6
item 36 marketing 14, 47
efficient 21, 23 go up steadily 39 marketing director 11 packaging 49, S4 promotion 49
elevator 00 goal 60 J maternity leave SS packer 52 proposal 38
e-mail 20, 33 good news 44 job 6 matters arising 36 pager 20 propose 59
employee 2, 28, 60 goods 24 job interview 21 meet 3, 59 palmtop 20,51 public relations 14
employee relations 50 green 56 job sharing 5S meeting 33, 36, 38, 59 paper dip 8 public relations manager 11
employment law 50 greeting 44 job title 45 meeting room 10 parent company 16 punctual 21
empowered 60 growth rate 56 join 6 meeting to maintain contact parts 14 purchaser 24
enclosure 43 joint venture 16 37 passport 17 purchasing 47
enterprise 28 H junior management 12 patient 21, 23 purchasing manager 11
memo 40, 41
envelope 8 half seven 20 pay 24, 2M,50
hand luggage 18 K merger 16 Q
equal opportunities SO, 55 middle management 12 payroll administration 57
equal pay SS hanging file 8 keep S9 pension 5 qualification 46
hard disk 7 keyboard 7 mind map 25
excellent 22 minutes :~6,40, 41 people 49 quality 14, 29, 60
excess baggage 18 bard hat 52 key 17 personal 31 4t1cs1ionnaire 49
mixed economy 56
exchange rate 56 have 3 mobile phone 17, 20 Personal Assistant 58
head 25 L R
executive 24, 25, 28 languages spoken 46 modem SI personal organizer 17
headed paper 8 personnel 14,24, 2R, :n raise 27
expenditure 31 laptop 20, 51 monitor 7 raising 31
expenses 5, :n headhunter SO persuade 30
head office 15, 24 launch 27, 49, 59 monthly 36 rate of income tax 56
experience 46, 60 mouse 7 persuader 30
headquarters 15, 24 layer 12 rate of inflation 56
experienced 23 lead 59 move 6 phone 28,3.1
health and safety SU photocopy 54 re 44
export 28 leader 2, 4 reach 27, 28
extension number 45 health insurance 5 N physical evidence 49
help 51 leave school 6 reach a low point 39
external communications 1 left-hand side 3S name 46 pte chart 42
14 ' hierarchical 12 nationality 46 place 49 reach a peak 39
hire S9 legal 47 read 3
leisure interests 46 national sales manager 13 place of birth 45
F hold 59 neat 22 plan 24, 28, 42 receive S9
face to face 33 hole punch 8 letter 24, .1S,40, 41 reception 10, 14
negotiate 3, S9 planning ~B
factory 10, 15, 24, 28 homeworking 55 letterhead 43 reception desk 9
negotiation 37 planning meeting 37
factory manager J 3 honest 23 level 12 receptionist 9
nervous 21 plant 15, 24, 28
fall rapidly 39 hostile takeover 16 level out 39 recession S6
new product 59 plastic S4
family company 16 human resources (HR) 24, 47, lift 9 recruitment SO
line 31 newsletter 40, 41 plastic sleeve 8
fax 33, 41 58 recycle 54
line graph 42 not available (n/a) 58 play 27
fifty-five 20 human resources director J I note 17 point 36 regional headquarters IS
fileS local agent 15 regional sales manager 13
local office 15 notice board 33 position 24
filing cabinet 8 nought point nought three post 24 regulatory 30
final paragraph 43 identify 59 look at 3 relaxed 21, 22
19 postcode 45
finance 14, 47 identity card 9 loss 49 reliable 21, 22, 23
number cruncher 20 Post-it 8
finance director 11 in 53 loudspeaker 7 report 38
nursery 50 postpone 59
financial 25, 29 income 5, 2S request 45
M practise 59
finished goods 14 increase dramatically 39 o research 14, 28,29,49, S9
machine S2 predictable 2:~
fire 6, 26, 59 info rm 30 obedient 23 preparation 38 research and development
informant 30 machine ),'liarciS2 (R&D) 47, 5S
fire extinguisher 52 objective 24, 28 prepare 59
information about 1 mail services S 7 research and development
finn 24, 28 mails hot 40, 41 offer 6 present ~
first name 45 mformatlon meeting :n office 9, 10, 15, 2H centre 15
main building 9 presentat ion 38, S9
fiX 3, 27, 59 mformatlon on 1 office gossip 33 research lab 10
main gate 9 price 2S, 49
flat organization 12 information technology (IT) OK SH reservation 18
main paragraph 4.1 price list 41
flexible 22, 60 14,47 one quarter 20 resolve 59
make .1, 27, 28 princlpa I shareholder 16
flexitirnc 55 in-house magazine 35, 4] open-plan office 10 responsibility 46
make redundant 6 printer 7
floor 9 intelligent 22 opposite number 4 responsible 2~
manage 30, 59 privatized ·16
interested in 1
responsible for 1 shy 21,22 traditional 23
retail outlet 53 sign 9, 59 training 47, 50, 57
retire 6 signature 43, 44 training and development
returner S5 sincere 23 manager 13
right-hand side 3S single 18 training centre W, 15
ring 28 skilled grade 12 transport 5::1
ri ng binder 3 software 51 travel ::l.l
rise 5 solution 38 tribunal SO
rise slightly 39 solve 27, S9 trip ,~l
rising 31 spreadsheet 51 troubleshooting meeting 37
robot 52 staff 25, 28, 31, 5~ trustworth y 23 .
room 36 stakeholder 16 turnover 2, 24
room service 18 stapler 8 twenty-fifth 20
roughly 20 staples 8 twenty-three hundred hours
ruler 8 start 6,36 20
run 59 starting 44 two 20
start up 59 two thousand and two 20
S state-owned 16
safety notice S2 stock option 5 U
salary 5, 24, 23, 31 storage 57 unemployment rate 56
sales 29, 47 stranger 31 unique selling proposition
sales brochure 41 subordinate 4, 28 (USP) 60
sales director 11 subsidiary 2, 16 unskilled grade 12
sales report 40, 41 subsidy 48 user's guide 40
sales revenue 24 suggestion 38, 54 user manual 4J
salutation 43 summary 38
sati stactory 22 V
superior 4 Value Added Tax (VAT) 58
scanner 7 supervisor 52
schedule 28 Vice President (VP) S8
supervisory grade 12 video conference 33
scheme 24 supplier 4
scissors 8 voucherS
supply 24
scrap 54 supply chain 14 W
screen 7 surname 4:3 wage 31
seat belt IS switchboard 14 waiter 18
secretary 9, 11 systemattc 22, 23 wallet 17
section 28 warehouse 10, IS, S3
secure 23 T warm 22
security 57 table 42 waste S4
security guard 9 take 3 waste bin 52
self-assured 22 takeover 16 waste paper hin ~
self-confident 21, 22 talking 60 web camera 7
sell 28, 53 target 25, 28 website 20, 44
sell off 59 team S9 white-collar 31
semi-skilled grade 12 telephone after-sales 14 white-collar worker 12
sender's address 43 test S9 with best wishes (wbw) 00
sender's name 43 three double four oh four five word processing 51
sender's title 43 six two 20 work for 1
senior management 12 three-quarters 20 workforce 28, 40
sensitive 23 through S:3 work in 1
service sector 56 ticket 17 work on 1
set 59 tidy 21, 22, 23 work telephone number 45
set up 59 timetable 28 work to 59
seven thirty 20 timid 22 working conditions SO
share 2 tip 18 works 28
shareholder Z, 4 tolerant 23 write 3
share price 2, 39, 47 top 35
shelving 52 tr ack record ::! I Z
shop-floor worker 52 trade fair 10 zero 20
showroom 10 trade union membership S6