UNIT 1 Globalization Listening: For and against globalization A 1 c) 2 a) 3 e) 4 b) 5 d) B 1.1 1. Stephen Haseler is generally against globalization.

He thinks that the advantages are outweighed by a large number of disadvantages. 2. Advantages: Globalization increases competition among companies. Disadvantages: Globalization could lead to big employment problems in the West; Globalization prevents governments from controlling their welfare systems. C 1 rule the roost 2 give-and-take 3 gather pace Reading 1: Going global B 1 Boeing is a US company which manufactures aeroplanes for civil aviation. 2 Seattle 3 In-plant means in Seattle. Out-plant means everywhere else.

C 1 true 2 true 3 true 4 false 5 false Vocabulary: Entering new markets A 1 d) 2 f) 3 g) 4 b) 5 c) 6 e) 7 a) B 1 joint venture 2 acquisition 3 local partner 4 licensing (or) franchising Language review: Comparing A 1 Prague has become central Europes most glamorous city. 2 The tallest office towers in the world are in Kuala Lumpur. 3 Cleveland is now one of the cleanest cities in North America. 4 In Buenos Aires foreign bankers are as common as coffee house poets. 5 The London Underground is worse than the Tokyo Underground system.

6 Ireland is not as large as Sweden. 7 The London Stock Exchange is much older than the Singapore Exchange. 8 Their prices are very high in comparison to (or compared to) ours. B 1.2 1 the most expensive 2 weaker 3 weaker 4 higher 5 the highest 6 more comfortable 7 the most expensive 8 stronger 9 more expensive 10 cheaper 11 most expensive 12 cheaper 13 dearer 14 the most exciting 15 cleaner 16 safer 17 most expensive

C 1 different 2 as 3 less 4 same 5 not 6 compared 7 much 8 rather 9 just 10 similar Reading 2: Phone rage A Some possible factors: You cant see the other persons face expressions, lip movements. You cant use or see gestures. Sound quality is often bad. You cant use visuals-illustrations, graphs or written materials. You cant write things down- e.g. hard-to-spell names and addresses. B 1 Being kept waiting, being connected to voice mail, being passed on to someone else, talking to someone who sounds inattentive, unconcerned or insincere.

People are more likely to express anger over the phone, rather than in writing or face to face; telephone usage has risen steeply over recent years; peoples expectations have risen.

3 4

Yes-but not enough. Working outside company premises, e.g. at home or on client premises.

Skills: Managing telephone calls A 1.3 1 bored 2 impatient 3 unhelpful 4 inefficient 5 aggressive B / ei / A H J K / i: / B C D E G P T V Z(AmE) /e/ F L M N S X Z(BrE) /aI/ I Y /u/ O /u:/ Q U W /a:/ R

C Possible answer:

Netsat. Good morning. How can I help you? Good morning. Could I speak to Donna Weston, please? One moment, please Im afraid shes not available at the moment. Would you like to leave a message? Yes, please. This is Eva Wartanowicz. Could you ask her to phone me back later this afternoon? Yes, certainly. Could you just spell your name for me? Yes, its W-A-R-T-A-N-O-W-I-C-Z. Could I just read that back to you W-A-R-T-A-N-O-W-I-C-Z? Thats correct. And can I take your number, Ms Wartanowicz? Yes, its 01863 483 2189. Thats fine. Ill make sure Donna gets your message. Thank you very much. Goodbye. Goodbye. UNIT 2 Brands Starting up B a) advantages for the manufacturer: having a product which is instantly recognizable (and thus more likely to be bought); being able to associate specific qualities with the brand

(e.g. value for money, safety, prestige); the possibility of launching related products under the same (established) brand; greater customer loyalty b) advantages for the consumer: a reliable product you know what youre getting for your money; high prestige brands give you an opportunity to enhance your standing

Vocabulary: Brand management A 1 luxury brand 2 brand manager 3 brand leader 4 classic brand 5 brand image 6 brand loyalty 7 brand stretching 8 brand awareness B 1 classic brand 2 brand awareness 3 brand image 4 luxury brand

Listening: What is branding? Part 1

A 2.1 1 name 2 differentiate 3 competitors Part 2 B 2.2 BRANDS 4 quality 5 synergy 6 money

Stand-alone or individual brands Ariel Haagen Daz Direct Line Insurance Marlboro Part 3 C 2.3 Customers want: 1 new brands 2 choice 3 different products Customers like to:

Corporate or family brands Heinz Virgin Marks and Spencer Levis

1 rely on the quality levels guaranteed by the company. 2 trust products. 3 identify with brands.

Reading: Fashion piracy B 1 c) 2 d) 3 e) 4 f) 5 g) 6 a) 7 i) 8 b) 9 j) 10 h) C 1 T-shirts, jeans & baseball caps. 2 Because Calvin Klein has become a more well- known Brand, and is therefore more profitable to copy. 3 By establishing a network of employees and external specialists. D 1 It took a passive approach. 2 Because of the increase in counterfeiting and because it reduces the companys sales and damages its brand image. 3 It has expanded its business outside N. America, increased spending on advertising and signed licensing deals with partners for whole regions rather than individual countries, the previous practice.

Language review: Past simple and present perfect A 1 launched 2 increased 3 have fallen 4 have copied

5 has become 6 organized 7 have found 8 have seized 9 contacted 10 informed 11 have had 12 have lost

UNIT 3 Travel Starting up C British English: petrol lorry car park holiday taxi luggage return tube steward/stewardess motorway queue timetable American English: gasoline truck parking lot vacation cab

baggage round trip subway flight attendant freeway line schedule

Reading1: Free flight offer 1 To gather information about Emirates existing customers. 2 A free Economy ticket flight voucher. 3 You must take a First or Business Class trip with Emirates before July this year. 4 To encourage people to respond. B Research (U), location (C), information(U), questionnaire(C), network(C), accommodation(U) C information (informations) research (researches) accommodation (accommodatoins)

Language review: will 1 you will have experienced (line 1) 2 youll be helping(line 4) 3 This will ensure(line 5) 4 we will send(line 7) 5 we will be entering (line 10) 6 winner will receive (line 11) 7 Youll find (line 16) 8 winner will be notified (line 18) 9 we will be welcoming (line19) 1 will + the perfect:1 will + the infinitive (without to):3,4,6,7 will + the passive:8 will + be + verb + ing: 2,5,9 2 1 3 3,4,5,6,8 4 7

This information will help us (line 4) Your feedback will also allow us (line 5) Future will be of genuine relevance (line 8) you will be doing us a great favor (line 11)

will be entered in a free prize draw (line 16) The winner will enjoy (line 19) We will thank everyone (line 28)

Skills: Making arrangements on the telephone B 3.1, 3.2 a) The caller (Philippa Knight) phones Maria Bonetti to make an appointment to see her in London next week. The appointment is fixed for Wednesday at 2pm. b) Philippa Knight calls Maria Bonetti to reschedule their meeting because her plane has been delayed. Maria Bonettis phone is engaged when she rings so she leaves a message. C-D 3.1 3.2 C 1 Id like to make an appointment to see 2 day would suit you 3 How about Wednesday 4 you make it 5 me check my diary 6 what about D 1 will you hold 2 but somethings come up 3 Id like to meet her

4 Preferably 5 Could she call me back 6 020 7585 3814

Reading 2: Air rage B A businessman shot out the front tyres of a plane on the runway. A 70-year-old hit a steward because there was no more steak. C The following reasons are given: 1,5,6,8,10. D Staff (U) luggage(U) stress(U) passenger(C) crew(C) steward(C) alcohol(U) travel(U) work (U+C)

Listening: Business Travellers problems Part1 A 3.3 Seating requests (a lot of business travellers have specific and exact seating requests); downgrading (where passengers are moved to a lower class seat than they have booked and paid for because the airline has oversold seats); upgrades (where passengers request a better class seat than they have booked and paid for); baggage (going astray or getting damaged) B 3.3 1 a) British Airways b)Terminal 4 c)London Heathrow 2 a) an aisle b) a window 3 Sometimes the aircraft being fully booked. 4 Because of commercial pressure. 5 Passengers on BAs frequent flights scheme. 6 A seat upgrade. Part 2 C 3.4 Listen very carefully.

Find the actual cause of the complaint. Example: delayed flight. Not caused by the airline/British Airways. Caused by the airline/British Airways. Make sure it doesnt happen again. Offer an apology if required.

UNIT 4 Advertising B 4.1 Product a car Levi Strauss(jeans) Renault Clio (car) Dairy Box (chocolates) Reasons for liking the advertisement its colorful, I like the music and its chaotic. a very good-looking boy a great tune it was a funny ad. It just appealed to my sense of fun I just felt I had to have those chocolates and I went out and bought them. It was an immediate response to an advert.

Vocabulary: Advertising media and methods B Media radio directories exhibition press mailshots public transport billboards/hoardings posters word-of-mouth ADVERTISING Methods jingles commercials point-of-sale endorsement slogans sponsorship free samples Verbs persuade run target publicise promote place launch research sponsor

cinema leaflets television

Reading: Outdoor advertising B-C B 1 e) 2 b) 3 d) 4 a) 5 c) C The cost of a prime-time TV slot is soaring. However, advertising on kiosks is cheap. Outdoor advertising is one of the fastest growing segments in the market. D 1 billboards, transport, bus shelters, public toilets 2 18:$18 billion, annual value of the world outdoor advertising market 6:6%, percentage of the worlds annual advertising spend accounted for by outdoor advertising 30:30-second, the length of a prime-time TV slot 60,000: 60,000, the cost of a 30-second prime-time TV slot 100,000:$100,000.the dollar equivalent of 60,000 90: 90, the cost of placing an ad on a bus shelter for two weeks 20:20%, percentage of outdoor advertising accounted for by street furniture in Europe 5:5%, percentage of outdoor advertising accounted for by street furniture in America 3 Outdoor advertising has become popular because it is cheap, because it

is a true mass-market medium and because of the quality and innovation it is now possible to achieve in outdoor displays. 4 entertainment, clothing and financial services

Listening: Successful advertising campaigns Part 1 B 4.2 The main reasons Andrew Pound mentions are cost effectiveness (the key thing that made it successful was the amount of money we spent-very little money and in terms of sales results, as a percentage of the amount of money we spent, it was a huge success.); targeting (we had a very good match between the types of people who we knew bought marmalade and the types of people who we knew through research listened to that radio station. And we fitted them together in a way that made sensethats what made it a success.) and increased sales (thats the key thing about advertising. If it doesnt generate sales, then its no good.). C 4.2 1 older people (marmalade); children (cheese spread) 2 radio (marmalade); TV (cheese spread) Part 2 E 4.3

Advertising helps to keep a product at the front of consumers minds so they are more likely to select it, rather than a competitors product, when they go shopping. F advertising campaign marketing mix public relations retail outlets price promotions promotional techniques

Sample sentences: Our new advertising campaign gets underway in June. Do you know what the four Ps in the marketing mix are? Good public relations is essential in this day and age. We sell through a wide range of retail outlets. Price promotions are a good way of boosting sales. We choose which promotional techniques to use for new products very carefully.

Language review: Articles A

1 More than 6,000 famous advertising people from around the world gathered in Cannes at the end of last month for the 44 th International Advertising Festival. 2 Many of those looking through the 4,000-plus commercials were searching for the multinational advertiser ideal: a simple idea that crosses borders and appeals to people on the same level in different markets. Unfortunately most of the awards were for ads created specifically for local markets. 3 The New Ford Puma campaign was created too late for this years festival, but expect to see it shine at the 45 th. Designed to launch Fords new sporty coupe across Europe, it contains that instantly recognizable idea that those multinational agencies clients seek. 4 Essentially, the late, great Steve McQueen drives a Ford Puma through the streets of San Francisco in the manner in which he drove a 1960s Ford Mustang in his classic movie Bullitt. 5 Footage from the film, supplied by Warner Brothers, is combined through the use of extraordinary computer technology with footage of the Ford Puma. The Car follows one of the routes the Mustang took in the film. 6 As McQueen drives around the city, the car receives admiring glances from passers-by ranging from a traffic cop to an attractive woman out walking. Finally he pulls into his garage where he parks the Puma

alongside the original Mustang. B an advert, a commercial, a concept, a USP, a university, a VIP, an hour, a European, an exhibition, an MBA, an employee, an endorsement C-E C 1 the streets of San Francisco 2 a) Bullitt b) the Ford Puma c) one of the routes taken by the Mustang d) the 1960s Mustang Steve McQueen drove in Bullitt 3 a) San Francisco b) the Ford Puma c) the one Steve McQueen has been driving round the city d) the one Steve McQueen drove in Bullitt D We use the definite article when we know which one(s) because its been mentioned before, because its explained or because its the only one around. E We use the indefinite article when we dont know exactly-or it doesnt matter who or what is meant.

Skills: Starting presentations Formal Good morning everyone, on behalf of myself and Focus Advertising, Id like to welcome you. My names Sven Larsen, Im Commercial Director.

This morning, Id like to outline the campaign concept weve developed for you. Ive divided my presentation into three parts. First, the background to the campaign, next the results of our market study, thirdly, the concept itself. If you have any questions, please dont hesitate to interrupt me. Informal Hi, Im Dominique Lagrange. Good to see you all. As you know, Im Creative Director of DMK. Im going to tell you about the ideas weve come up with for the ad campaign. Ill give you the background and talk you through the results of the market study, and tell you all about our concept. If youre not clear about anything, go ahead and ask any questions you want. C 1 ask a question 2 tell a personal story 3 offer an amazing fact 4 state a problem

UNIT 5 Employment Reading: Choosing the best candidate B

Fundamentally, people stay the same. They may learn things, and later in life forget them, but basic abilities- such as language learning and numeracy change little. C 1 People who panic; people with impressive qualifications who cant learn; hypochondriacs; unstable people; those who dont come up to expectations. 2 That some people had potential when they were employed-but never realized that potential. 3 Employers should select candidates for what they are rather than for their potential. D intelligence & ability: bright; astute; clever; sharp; slow emotional stability: calm; easy- going; moody; neurotic; quick-tempered conscientiousness: reliable; hard-working; punctual; responsible

Listening: Recruitment interviewing Part 1 A 5.1 1 d) preparation 2 He left his CV behind. B 5.1

Find out about the job: ring up the Press Officer or the Marketing Department; get the latest press release/annual report. At the interview: compliment the interviewer on a recent success; show that you've taken an interest in the company; show enthusiasm for the job. Visit the company: talk to the receptionists; get hold of the company newspaper; pick up company literature on the products you'll be involved with; find out what the dress code is. CV: easy to read; well-written; be concise - don't ramble. Part 2 C 5.2 1 What does the candidate like most about his present job? What does he like least? What are his weaknesses? What are his strengths? (Does he fit in?) 2 likes: traveling; meeting new people dislikes: working weekends D 1 press officer 2 marketing department 3 press release 4 annual report 5 company newspaper

6 dress code

Discussion: Personal appearance at work A 1 lorry drivers 2 Because they did not observe the company's dress code. 3 Yoshiaki Nishiura apologized; John Humphries accepted the change. 4 Yoshiaki Nishiura, for unfair dismissal. C-D C growing number human rights company discipline professional appearance good impression unfair dismissal D 1 good impression 2 unfair dismissal 3 growing number 4 company discipline 5 professional appearance 6 human rights

Language review: Questions 1 c) 2 a) 3 d) 4 b) A Who sacked Mr. Nishiura? What did Mr. Nishiura do? What did Mr. Yamago do? Who dyed his hair brown? Why did Mr. Yamago sack Mr. Nishiura? B-C B 1 a) 2 b) 3 a) C 1 (Could you tell me) your age/how old you are/ what age you are/what your age is? 2 (Could you tell me) how much you currently earn/what your current salary is? 3 (Could you tell me) about your reasons for leaving your last job/why you left your last job? 4 (Could you tell me) about your weaknesses/what your weaknesses are?

Skills: Managing meetings: A 5.3 Right, can we start please?

How do you feel about? Could you let her finish, please? I'm not sure that's relevant. I think we should move on now. I think we should discuss this a bit more OK, let's go over what we've agreed.

UNIT 6 Trade Starting up C While countries like Russia and Brazil are relatively rich in natural resources, their per capita GDP is low in comparison to the USA, Germany, or the UK. Japan and Singapore on the other hand, which are poor in natural resources, have a high per capita GDP. (Allow some flexibility with the answers.)

Vocabulary: Free trade in favour of free trade open borders laisser-faire deregulation free port liberalise against free trade barriers dumping protectionism quotas tariffs strategic industries subsidise infant industries restrictions customs

C C 1 e) 2 d) 3 f) 4 b) 5 g) 6 c) 7 a)

D to break into a market

(exporter)

to carry out a market survey (exporter or importer)

to place an order to meet a delivery date to quote a price

(importer) (exporter) (exporter)

to arrange insurance cover (exporter or importer) to comply with regulations (exporter or importer)

Reading: Letters of credit A Exporter: Julian Montero Importer: Connoisseur Value: US$50,000 Method of payment: irrevocable letter of credit Documents required: four clean copies of the Bills of Lading Contract restriction: no part shipments B 1 in 30 days 2 brands and quantities 3 Julian Montero 4 a copy of the letter to the correspondent bank in Argentina C 1 d) 2 a) 3 i) 4 c) 5 j) 6 h) 7 e) 8 b) 9 f) 10 g) Goods: red & white wines Quantity: 50o cases

Language review: Conditions A 6.1 1 we buy 2 you buy 3 I place 4 you get it 5 you can increase 6 we agree B Possible answers: Pierre If you order 2,000 cases, we'll give you a 10% discount and deliver before the Xmas rush. We will also cover the insurance costs. Bella We get less demand for Santa Rita. A 10% discount is OK, but we only want 1,500 cases. Pierre I'm sorry. We can't agree to that. Bella Well, if we order 2,000, we'll want another 3% discount. Pierre We can't increase the discount by 3%, but we can give you another 1% only, plus 30 cases of champagne. That's a pretty fair offer! Bella OK. You've got a deal!

Listening: Negotiating techniques Part 1 A-B 6.2 A L-I-M stands for Like, Intend, Must. B Like: To win the business there and then. Intend: To show they were professional and competent and could

meet their needs. Must: Keep the dialogue open and ensure that the competitor didn't win the business.

Part 2 C-D 6.3 1 Identify who the decision maker is. 2 Focus on the buyer's need, not your own need. 3 Leave when you've made the sate - don't keep talking. E 1 a) 2 b) 3 a) 4 b) 5 a) 6 b) 7 a)

Skills: Negotiating C 1 Ready yourself. 2 Explore each other's needs. 3 Signal for movement. 4 Probe with proposals. 5 Exchange concessions. 6 Close the deal. 7 Tie up loose ends. R-E-S-P-E-C-T

UNIT 7 Innovation Starting up C R&D research and development Brainwave a sudden inspirational bright idea blueprint a detailed plan or scheme prototype a model or initial version of something setback something that hinders progress breakthrough opposite of setback, a success patent legal right protecting an invention

Vocabulary: Describing innovations A Verb develop Noun (thing) development Noun (person) developer Adjective developed/ developmental/ developing inventive/ invented innovative productive creative/created pioneering patent/patented

design invent innovate produce create pioneer patent B

design invention innovation production creation patent

designer inventor innovator producer creator pioneer patentee

+efficient, +brilliant, +beneficial- useless, +revolutionary, - pointless, - ridiculous, - uneconomical,

+marketable, +ground-breaking, +feasible, +viable, - impractical, +ingenious, +clever

Reading: Innovation and the market B-C Innovator Berkey Ampex Gablinger Chux Xerox Apple Apple Developer Casio Matsushita Miller Lite Proctor & Gamble Xerox IBM Microsoft Product hand - held calculator video recorder low-alcohol lager disposable nappies photocopiers personal computers windows

C 1 The pioneers of inventions and innovations are often not the ones who develop their ideas into commercial successes; being first in the field is not enough. 2 The depth of their technical expertise, the extent of their marketing skills, the fact that they are large, and that they are established companies. 3 They were all founded by true innovators. 4 The wheel. D commercial success competitive advantage

technical expertise personal computers established corporation marketing skills

Language review: Passives A 1 passive 2 active 3 passive 4 passive 5 passive 6 active 7 passive 8 active B Possible order: Market research is carried out. The drug is developed in the labs. A licence is applied for. Approval is granted by the authorities. The trials are approved by the Ethics committee. The drug is tested on animals The drug is tested on humans. The results of the trials are published. The drug representatives are trained. C Possible answer:

First of all, a designer is chosen and a design is produced. From the design, a model of the car is built. Modifications are then made by the R & D department and the engineers. The original design is modified and a prototype is built. An existing engine may be used or a new engine may be developed - this can be very costly. The new model is now tested on special tracks or roads and any further problems with the design are dealt with. It is very costly if serious problems are discovered at this stage. If all goes well, journalists are invited to test-drive the model and write reviews of it. The reviews written by these journalists are then published by major newspapers and car magazines. Finally, the model is displayed at famous motor exhibitions like Geneva or the Earls Court Motor show.

Listening: Presentation techniques 7.1 1,3,4,5,7 are true.

Skills: Presentations B 7.2 Good morning everyone. First I'll give you;After that;Finally

If you have any questions, don't hesitate to ask. Let's start with the background. As you know Right, let's now move on to If you look at the graph To sum up Thanks very much. Any questions? C-D PRESENTATION PLANNER Opening Introduce yourself. Say what the presentation is about. Explain the structure of the talk. Indicate your policy on questions. Main section Give all the facts. Involve the audience as appropriate. Make use of any visuals. Mark changes of topic clearly. Conclusion Give a summary or a conclusion. Invite questions and thank the audience.

UNIT 8 Organization Vocabulary: Comparing and structure 1 House/building, land, investments, money, equipment, vehicle(s). 2 Save personal capital, acquire personal capital (redundancy money/inheritance/lottery win), new mortgage, venture capital

(money invested in a business for development or expansion by a third party as a commercial undertaking)bank loan, take on a partner.

3 $12,500. 4 Advantages: Sleeping partners have no obligations in the running of the company but are entitled to a share of the profits and their liability in respect of the company is limited to the amount of their investment. Disadvantages: They forego the use of their capital and they have no say in the running, hence profitability, of the company. 5 A sleeping partner provides capital for a partnership; a shareholder provides capital for a limited company. 6 No, because the risk is limited to loss of original investment (limited liability). 7 Secure the consent of fellow shareholders. 8 Limited liability; very large amounts of capital can be raised; shares are freely transferable; death of shareholders does not affect the firm; the business is a legal entity. B annual general meeting (AGM); personal assets; board of directors; public limited company; private limited company; unlimited liability; business debts; stock exchange; sleeping partner; sole trader; business partner; company directors; board meeting; personal liability C There are no correct answers here, but you would expect the following to be listed under good:

professional, democratic, caring, disciplined, welcoming, market-driven. You would expect the following to be listed under bad: cold, impersonal, paternal, slow-to-respond, bureaucratic. The pairs that are left (centralised/decentralised and flat/hierarchical) are more likely to spark debate (but may not!) as they are more specific to individual companies and more sensitive to opinion than the other adjectives in the list.

Reading: New ways of working B Singing at meetings; dressing in strange clothes at meetings; having no individual offices; keeping small animals and birds at head office. C Liisa Joronen Age: Position: Physical appearance: Personality: Leadership ideas/style: Public image: SOL cleaning company Location: Number of staff: Number of branches Logo: Working conditions/ practices: 50 owner of SOL slim, brunette charismatic people motivation and strict auditing of targets revolutionary or crazy

Finland 3,500 25 a sun with a curved line turning it into a smile staff sit anywhere - there are no individual offices or desks, but there is a communal area similar to a social club; no staff hierarchy -staff work as a team; Japanese- style motivation sessions

E 1 c) 2 c) 3 a) 4 c) 5 b) 6 a)

Language review: Noun combinations 1 b) 2 d) 3 c) 4 a) A s possessive Finland's SOL, SOL's owner, people's shyness, company's name, people's creativeness, Helsinki's metro one noun used as adjective cleaning company, vacuum cleaner, management guru, ski run, management styles, people motivation, engineering motivation, business leaders, sales meetings, sun logo, office hours, billiard table, kitchen corners, field teams, headquarters worker, tango classes, motivation sessions, television programme phrases with of brunette of 50, auditing of targets, joy of working, independence of mind compounds nouns forming one word laptops, workplace, sunflower, playground, headquarters, weekends B 1 90-mile keep-fit cross-country ski run 2 a) a 100,000 (one hundred thousand pound) salary

b) a $5-million (five million dollar) research project c) a 2-million (two million pound) take-over bid d) a 45-minute (forty-five minute) meeting C 2 a) 3 a) 4 b)

Listening: A new office complex Part 1 B 8.1 1 To make sure the building was built on time and within budget, and to make sure the move was smooth and successful. 2 An open-plan design aimed at encouraging staff interaction; reduced paperwork through extended use of electronic communication and record-keeping; flexible working practices. C 8.2 1 hot-desking; home working; a building layout which features dedicated `spaces' for specific tasks and needs rather than for specific individuals 2 open-learning education; electronic shopping; excellent meals 3 The move was thought through very carefully and planned very thoroughly; the people involved were trained very well and kept fully informed about everything that was happening.

Skills: Introductions, socialising and leave-taking A-C A 1 b) 2 d) 3 e) 4 a) 5 f) 6 c) B 1 provide, sell, produce, supply, distribute 2 branches, partners, contacts, agents, factories C 1 c) 2 d) 3 a) 4 b)

UNIT 9 Money Skills: Dealing with figures B 9.1 EuroDisney four point six billion francs; twenty-two thousand; twenty fifteen or two thousand and fifteen two hundred and Forty million pound(s); thirtytwo pence (or p); ten percent; two hundred and seventy-four pence (or p); eight pence (or p); two hundred and twenty-five pence (or p) four hundred million dollars; five percent; three hundred million dollars; one percent; one hundred and fifty million dollars; five percent eighteen seventy; three point eight million pounds twelve point four percent ten point four percent; nine hundred and ninetyone thousand eight hundred; eight hundred and ninety-eight thousand four hundred

Yule Catto

Prince invests

Monet market FT sales record New car registrations

Language review: Trends 1 decline, decrease, fall, drop

2 double 3 fluctuate 4 gain, improve, increase, rise 5 halve 6 level off 7 peak 8 plummet 9 recover 10 rocket 11 triple VERB decline decrease double drop fall fluctuate gain halve improve increase level off peak plummet recover rise rocket triple C 1 fromto 2 by NOUN a decline a decrease a doubling (possible, but infrequently used) a drop a fall a fluctuation a gain a halving (possible, but infrequently used) an improvement an increase a levelling off a peak a plummet (possible, but hardly ever used) a recovery a rise a rocket (but this is never used to describe trends) a tripling (possible, but infrequently used)

3 of 4 at 5 of/at 6 of/at E F 9.2 1 always drop/have always dropped 2 rose 3 plummeted 4 had recovered/recovered 5 have gone up/have been going up 6 will probably reach/are probably going to reach 7 rose 8 have increased 9 are still going up 10 will decrease/are going to decrease 11 level off 12 will improve Listening: Making loans C 9.3 The individual Are they prepared? Do they know what they want? Do they understand what is required? Can they explain with clarity the purpose for which the money is required? Are they confident? Can it provide the means of repaying the money that it has borrowed? Does the business plan demonstrate

The business

Intuition Part 2 D 9.4

this? Does the business plan include details of business structure as well as financial information (logical thought processes often produce good financial structures)? If it doesn't sound right, it probably isn't.

1 First example: successful businessman who sold his business and then bought it back when it was unsuccessful; now more successful and profitable than before. Second example: entirely new product badly presented; with considerable assistance in restructuring the proposal a successful business structure was created; the firm is now a well-known UK company. 2 Financing a business which screen-printed logos on umbrellas. E 1 clear 2 logically 3 confidence 4 intuitively Reading: Financial disasters D-E Where did it happen? When did it happen? South Sea Bubble London 1720 Tulipomana Wall Street Crash Holland New York 1637 1929 people from

Who was involved? What happened?

Investors South Sea Company collapsed market collapsed

all classes the tulip market collapsed panic among investors

investors, financial institutions US stock market crash stocks overvalued, loss of confidence severe and lasting world economic crisis

Why did it happen?

What were the consequences?

economic depression in the country

severe economic recession m Holland

F The South Sea Bubble: 1 a huge profit 2 founded 3 boom 4 to take over 5 rise dramatically 6 Eventually 7 levelled off Tulipomania: 1 speculative explosion 2 real estate 3 poured 4 followed suit

5 collapsed 6 security 7 bankrupt The Wall Street Crash: 1 industrialist 2 rocketed 3 a break 4 took off 5 peak 6 overvalued 7 getting out of the market

UNIT 10 Ethics Vocabulary: Honesty and dishonesty A 1 crooked 2 compensation 3 disclosure 4 a whistleblower 5 a bribe 6 integrity B 1 law-abiding 2 a slush fund 3 industrial espionage 4 a whistleblower 5 a bribe 6 integrity

Reading: Whistleblowing on tobacco C 1 CBS feared that Wigand's employer would sue CBS for 15 billion dollars because it claimed that CBS induced Wigand to break the strict Confidentiality Agreement between Wigand and his employer. 2 Brown & Williamson threatened to want Jeffrey Wigand's head and sued Wigand for breaking the Confidentiality Agreement. Brown &Williamson also intimidated CBS to drop Mike Wallace's interview with Jeffrey Wigand in 60 Minutes.

Jeffrey Wigand enjoyed battling big tobacco because he can do

something to help others. D get sb hooked on sth/get sb addicted to sth induce sb to do sth/lead sb to do sth identify sb with sth/associate sb with sth be comfortable with/be free from anxiety or stress

Listening: A code of ethics Part 1 B 10.1 1 false 2 true 3 true C 10.1 1 Firstly, it makes a commitment to certain good behaviour and so it's a way of communicating the importance of good behaviour to all of its employees and partners. 2 If you express these things in writing, especially, then you can be held accountable for them. Part 2 D 10.2 When does a facilitation payment become a bribe?

Language review: Narrative tenses A 10.3 e) The product was tested. d) The product was launched. h) The product sold well. g) People started to complain. a) The newspapers asked questions. f) The number of complaints doubled. b) The product was recalled. c) The company lost a lot of money. B 1 The product was a face cream 2 It caused an allergic reaction. C 10.3 Past simple Past continuous Past perfect Present perfect D 1 had 2 introduced 3 had become 4 were buying 5 talking 6 recommending 7 changed 8 was 9 started 10 couldn't 3 Events in the story. 1 Setting the scene and providing background information. 2 Events which happen before the story begins. 4 Saying what the present results of the story are.

11 tested 12 said 13 decided 14 looked 15 had lost 16 have been

Skills: Problem- solving There are several ways we could deal with this. Let's look at the pros and cons Let's look at this from a different angle. It might be worth Let's think about the consequences of The best way forward is to So the next thing to do is

UNIT 11 Change Reading: Managing change B Jack Welch's attitude is that change is an opportunity. It can represent a challenge and it can also represent a danger, but it is essentially an opportunity. C 1 quotation 3 2 quotation 5 3 quotation 4 4 quotation 2 5 quotation 1

D DO

Bring people into the change process. Start with reality. Get all the facts out. Give people the rationale for change. See change as an opportunity. Energise and invigorate others. Stimulate and relish change. Think in terms of fundamental change. DON'T see change as a threat. let bureaucracy beat you. be frightened or paralysed by change. think in incremental terms. E Possible answers: 1 renewing itself, leaving the past behind, adapting to change 2 the change process 3 winning and losing, threat, opportunity 4 gradual change, transformation, gone through, big bold changes 5 energise, invigorate, stimulate 6 incremental terms, fundamental change F

1 rationale 2 threat 3 bold 4 relish

Listening: Resistance to change Part 1 B 11.1 uncertainty, fear, lack of trust, lack of control Part 2 C 11.2 Possible answers: Situation - client company, number of years ago, cost reductions and new marketing strategy necessary Chief Executive - new to board, published new targets within three weeks, informed everyone Communication - Chief Executive's message communicated clearly to all concerned widely from the beginning, face-to-face communications and weekly letter giving progress update Difficult decisions - employee cuts D 1 significantly 2 volume 3 lead 4 vision 5 segment 6 margins

Language review: Reporting A

1 I'm looking forward to the changes. 2 When will the report be published? 3 Nobody ever tells me anything. 4 Many staff have taken time off work. 5 Can (Could) we bring forward the next round of changes? 6 We need to (must) recognise that resistance to change is natural. 7 The changes don't affect the shop floor workers, but they have to know what's going on. B Klaus said he didn't understand why this was happening. Joel added that he was very worried about the future. Lisa complained that she felt out of control of the situation and Maria wondered what was going to happen to her. Diego emphasised that the new system would bring many benefits and was good for all the staff. Lydia complained that nobody had asked her what she thought. Rosa asked whether they would have any training on the new computers. Claudia added that she didn't trust the decision makers, but Ludmilla said that she welcomed the changes. She emphasised that they would improve the company a great deal. John complained that they had introduced the changes too soon and said that this had surprised everybody. Skills: Meetings B

Possible answers: Good meetings - clear objectives; participants well prepared; constructive discussions; all points on the agenda covered; clear action points agreed; meeting starts punctually and runs to time Bad meetings - the chairperson talked too much; discussion dominated by few participants; participants talk among themselves; participants unprepared; discussion deviates from the agenda; discussion gets heated and personal; meeting goes on far too long C 1 chair 2 participants 3 attend 4 agenda 5 item 6 any other business (AOB) 7 propose 8 second 9 vote 10 minutes 11 send your apologies 12 action points D 11.3 Our main purpose will be to explore your views. I really can't agree with you there. Stefan, what do you think? I agree with Max. Let Stefan finish please, Max. I really think we need a report. Would you prepare a short report please? Can you explain it a bit more clearly? E

Agreeing: Giving opinions: Asking for clarification: F Company: Nationality: Product: Product strengths: Output: Problems: Options to consider:

Yes, that's true I suppose. You've got a point there. I'm just not happy about this proposal. How do you feel about this, Nancy?

Stirling Cars English sports cars traditional design, excellent performance, car body mostly handmade 500 cars a year 4-5 year waiting list, rising production costs, falling profitability 1 automate production 2 subcontract engine 3 use more mechanised tools 4 raise prices

UNIT 12 Strategy Vocabulary: Different strategies A 1 d) 2 b) 3 a) 4 c) 1 takeover 2 joint venture 3 alliance B cost cutting: a demerger: a disposal: rationalisation: a sell off: acquisition: an economy drive: reducing operating or production costs the undoing of a merger an asset which is being or has been sold off the making of changes in order to increase efficiency an asset which is being sold (perhaps a little cheaply) buying or taking over another company an organised effort to save time/money/resources

1 a) An acquisition can be used by firms to get bigger. b) A demerger, a disposal and a sell off can be used by companies to get smaller. c) Cost cutting, rationalisation and an economy drive can be used to become more efficient. 2 They are all likely to result in people losing their jobs. C Sample sentences: 1 The company is scheduled to implement its expansion plan in the autumn. 2 The management consultants are at this moment developing a new

corporate strategy. 3 It is time we reviewed our departmental objectives. 4 The new head of personnel is very keen that we set ourselves new goals for the coming months. 5 If our competitor employs new tactics, we will have to respond. Discussion: Mission statements A B A The main advantage of a publicly stated mission statement is that the company's sense of direction and values are clear to everyone both inside and outside the company. The main disadvantage is that the company's corporate strategy - and degree of success or failure in achieving it - is open to all to judge. B 1 Aims to achieve revenue growth through winning games and trophies, by being the best at what it does. 2 Aims to benefit humanity through research and product innovation; stresses its commitment to global humanitarian cause. 3 Aims to differentiate itself from other fast food retailers by stressing its commitment to using only natural healthy ingredients. B FO R You can create a definite No 1 in terms of size by merging the top two companies in an industry.

You can strengthen your management quickly by merging two companies with good management teams. You can widen your customer base. You can increase your distribution channels. The remaining competition in the industry becomes second level. AGAINST The competition is forced to respond actively to the new situation in the market. 50% of large-scale mergers fail. Mergers can fail because they are not right for one or more of the company's shareholders, customers, employees and business partners. After a merger there is a dangerous period where business momentum is lost. If you are in an industry where you are acquiring people, the potentialand penalty- for losing those people is high. C b) John T Chambers mentions all these things as being important but says that integrating the staff Cisco has acquired is what the company focuses on first. (lines42-43)

Language review: Dependent prepositions A

1 build up 2 respond to 3 focus on 4 incorporate into B 1 agree with 2 hear about 3 refer to 4 think about 5 apologize for C Sample answers: 1 for arriving late. 2in developing the product before anyone else. 3on the need to reduce costs. 4on reducing the number of hours per shift. 5on that particular supplier. 6on corporate strategy. 7to our new pay award. 8of the disposal. D 1 consists of 2 advise on 3 budgeted for 4 invest in 5 spend on 6 compete with 7 work with 8 succeed in

9 account for 10 rely on

Listening: Developing a strategy A

1 b) 2 b) 3 c) 4 b) 5 c) Part 1 B 12.1 3 What markets they know about. 4 What markets are growing. 5 Which of those markets can make the best use of the company's assets. The first step - to operate better. The second step - to decide which assets to keep and which to dispose of. The third step - to stitch together their businesses to enable them to use each other's assets. Part 2 C D 12.2 C Marjorie Scardino mentions 1, 2, 3 and 5. D 1 Strategies that are extremely clear and define a very unique goal. 2 a) It has a clearly defined product(here's what their main product is...). b) It is aimed at a worldwide market(they're going to focus on international markets).c) It emphasises effective distribution (they're going to focus on distribution).

Skills: Decision making C 12.3 Can you give us the background?

We should sell out as soon as possible. I don't agree with that at all. We need more information about where we're going wrong. I totally agree with you. I am worried about the store's location. I think on balance we feel we should keep the store going. So, the next thing to do is

UNIT 13 Cultures Listening: Cultural awareness Part 1 A 13.1 Statement 1: Malaysia; Statement 2: Turkey and Colombia; Statement 3: Colombia; Statement 4: Papua New Guinea Part 2 B 13.2 1 attitudes to work; resolving problems; working in teams 2 action, doing things and achieving things 3 concentrating on the relatively simple things (such as food and alcohol) rather than the more subtle differences (such as working practices) C Possible answers:

Language: It is a good idea to hire an interpreter who understands the Japanese language, traditions and customs. 2 Personal contact: Good representation within Japan is vital and trading on personal contact at a senior level is more important than trading on price. 3 Patience: It is not unusual for business deals to take several months to fall into place, so don't give up too soon. 4 Middlemen: Cut out unnecessary middlemen to keep your distribution chain to a minimum and ensure fast delivery times. 5 Currency: Make it easier for your customers to order by quoting in local currency. 6 Dialect, climate, culture: Because of the wide variations in dialect, climate and culture within Japan, you may need to vary your approach in different parts of the country. 7 Country of origin: Exploit your nationality's perceived strengths as a country of origin. 8 Meals: For meats, it is best to stick to fish restaurants when entertaining Japanese customers. 9 Customer visits: Look after visitors to the UK who are unfamiliar with western culture especially carefully throughout their visit. 10 Gifts: Follow the Japanese example in offering prestigious, beautifully presented gifts to your Japanese hosts and counterparts. Language review: Modal verbs A 1 possibility 2 possibility 3 ability 4 possibility 5 request 6 possibility 7 ability 8 request 9 obligation B Possible combinations: 1 a), b), c), d), e), f), h) 2 d), e), h) 3 b), d), e) h), i) 4 b), e), h), i) 5 b), c), d), e), i) 6 g) 8 d), e), g), h) 9 a), b), c), f), h) Skills: Social English C 7 a), b), c), f), h)

Possible answers: Congratulations - praising a colleague on his/her promotion; Cheers having a drink in a pub; Make yourself at home - welcoming a visitor to your home and getting them to relax; Help yourself-to food or drinks; I don't mind - when you would prefer someone else to choose (e.g. where to eat that evening); Excuse me - when you make a mistake (e.g. walk into the wrong room); Sorry - when you need to apologise for something (e.g. for being late); It's on mewhen you want to pay in the pub or restaurant; I m afraidwhen you have to give bad news (e.g. you can't attend the planned meeting); Please - inviting somebody to do something (e.g. sit down); Could you ...? - asking somebody to do something for you (e.g. photocopy some letters); That sounds good responding positively to a suggestion (e.g. an invitation to have dinner with someone). D Sample answers: 1 I'm sorry. I didn't catch your name. 2 I'm sorry. I'm afraid I'm going to the opera on Tuesday. 3 Not for me thanks. I'm not very keen on (fish). 4 Excuse me, I really must be going. It was nice talking to you. 5 Welcome to (our headquarters). 6 Michael, can I introduce you to John Perry? John's over from the States. John, this is Michael Andrews, my boss.

7 Robin, this is Sandy. Sandy, meet Robin. 8 Here's to our success. 9 I'm so sorry to hear about your job. 10 I'm very sorry I'm late. (The traffic was terrible.) E 1 c) 2 e) 3 a) 4 b) 5 d) 6 f) 7 h) 8 g) 9 l) 10 k) 11 j) 12 i) F Interrupt a lot and Stay silent are the only points likely to lead to an unsuccessful conversation, though some of the others (e.g. Keep eye contact) might be considered culturally sensitive.

The social cultural game

Possible answers: 1 2 3 4 5 6 7 I'm sorry. Could you tell me your name again? I'm very sorry I'm late. The traffic was terrible. Excuse me a moment. I've just seen somebody I need to speak to. No, thank you very much. I'm afraid I don't eat a) Yes, of course. I'll get you an ashtray. Excuse me, this is rather higher than I was expecting. Would you mind checking it for me? 8 I'm afraid I'm not familiar with some of these dishes. I wonder if you could explain them to me? 9 I'm afraid I don't drink alcohol, but thank you anyway. 10 a) 11 Well, I'm not very keen on fish, but I eat most other things. 12 I'd love to but I'm afraid I have a prior engagement.

13 14 15 16 17 18 19 20 21 22

23 24

25 26 27 28 29 30 31 32 33 34

Haven't we met somewhere before? I'm terribly sorry. You must let me pay for your dress to be cleaned. c) There are lots of nice souvenirs to buy from here. What sort of things do you like? There's a lot to choose from. What do you like doing? It's Cotton. That's C - O - T - T - O -N. It's oh-three-five-nine, double five-eight-six. d) What a beautiful/horrible day! Well, I'm quite tall/short with long/short straight/curly dark/fair hair. I'll be wearing black trousers and a cream coat and I'll be carrying a copy of Market Leader. My room's very noisy and the heating doesn't work. Would it be possible to change rooms? Go out of the building and turn left. Go straight as far as the traffic lights, then turn right and first left and the station is on the right-hand side. a) I can really recommend The Lucky Dip. They do excellent food there. Hello. My name's Brian. Simon, this is Herr Hoffmann. Herr Hoffman, this is my boss, Simon Hope. Anne, this is Clark, my friend from university. Clark, this is Anne who lives next door. d) Good morning. My name is John Smith. I have an appointment with the bank manager. I need to contact my boss. Would it be possible to use your phone? How are you finding the conference? Can I take your suitcase?

UNIT 14 Leadership Vocabulary: Describing character A B positive:

decisive

(indecisive),

charismatic

(uncharismatic),motivating

(demotivating), adventurous (unadventurous), open (closed), informal (formal), passionate (dispassionate), flexible (inflexible), energetic (lethargic), straight (crooked), accessible (inaccessible), moderate (immoderate), balanced (unbalanced), careful (careless), thoughtful (thoughtless) negative: ruthless (gentle), uncaring (caring), impulsive (cautious), lunatic (sane), aggressive (unaggressive) CD According to Jack Welch a leader should be passionate, driven, energetic, motivating, open, informal, straight, accessible and on the lunatic fringe. A leader shouldn't be a moderate, balanced, thoughtful, careful articulator of policy.

Listening: Running a large company A B 14.1 1 courage, imagination, empathy 2 Leaders who have great business ideas and see them through to fruition. 3 They create business ideas and they see them through. 4 By making sure the company has a clear purpose, and by

communicating everything that's going on to the employees. 5 Probably a bit of both, but mostly they're made.

Reading: Leadership qualities B Parents background /values: factory workers ; children of the depression; believed in saving; very religious; ambitious for their only son Present position: Chief Executive Officer of Coca-Cola Previous job: accountant Previous boss: Roberto Goizueta Personal qualities: driven, hard-working, introvert, systematic,

determined, straight Management style/beliefs: big on discipline; encourages employees to set themselves difficult targets; anti-hierarchy; communicates freely at all levels; not in favour of conventional desk jobs; believes business planning should be a continual discussion not an annual ritual; believes in technology; believes in personal contact Achievements at Coca-Cola: helped change the company's operations and capital structure to maximise shareholder value; helped turn Coca-Cola around and become a powerhouse; became CEO and chairman as planned C 1 Drive: energy, self-motivation, determination; Ivester showed he had

this quality as the hardest-working man (Goizueta) had ever met. 2 Ivester's teachers at school. 3 He trained as an accountant, got media coaching, spent three years studying marketing, spent two years working constantly to provide essential support for previous CEO. 4 Always dress appropriately for work. 5 So that, instead of thinking of their office as the place where they work, they will think of their office as the information they carry around with them which they can access anywhere with the support of technology. 6 He communicates freely with people at all levels, conducts business planning as a continual discussion - sometimes via voice-mail - with his top executives and doesn't spend all his time in the executive suite. D 1 champion wealth creator 2 depression 3 powerhouse 4 driven 5 a straight arrow 6 hierarchy 7 annual ritual

8 thrives on E 1 to continue to transform the company in order to develop the full potential of the staff, increase sales and maximise profit growth 2 increased competition from outside, resistance to change from inside

Language review: Relative clauses A 1 which 2 which 3 who 4 who 5 which 6 who B 1[which/that] where 2 who 3 which 4 who 5 who C Carly Fiorina, who has been called America's most powerful business woman, is Chief Executive of the huge Hewlett Packard group, which manufactures computers and printers. Ms Fiorina, who has spent most of her working life in the telecommunications industry, started out as a sales representative with AT&T, where she rose rapidly through the ranks. Later she was a key player in the creation of the equipment and components company Lucent Technologies, where she was in charge of the sales and marketing of networking products. Ms Fiorina now oversees an organisation which is one of the 30 leading companies in the Dow Jones Industrial Average.

UNIT 15 Competition Vocabulary: Describing competition A 1 b) 2 a) 3 d) 4 c) D strong, fierce, unfair, tough, intense + competition Sample answers: There is fierce competition in the telecommunications industry. Many countries have laws prohibiting unfair competition. Contractors in the construction industry Face tough competition for new contracts. There is intense competition for TV rights to international sports events.

Reading: Competitive advantage B The three strategies are: cost leadershipdifferentiation and focus. CF C broad scope/wide range; breadth/width; segment/a section of a market or industry; economies of scale/saving money by producing in large quantities D attributes/qualities; perceive/see, realise; uniqueness/something very unusual and special; durability/ability to last a long time E tailors/adapts; to the exclusion of/not including; optimizing/making

best use of; narrow/the opposite of wide F 1 c) 2 a) 3 a) 4 It is bad for a company to be stuck in the middle because in that position it possesses no competitive advantage and will compete at a disadvantage.

Listening: Competition and the market Part 1 A 15.1 1 a) 2 a portfolio of products; the best brands; the most recognisable packages; an efficient manufacturing and distribution operation 3 b) Part 2 B 15.2 2 Value is not just a function of pricebetter doesn't necessarily mean cheaper. Part 3 D 15.3 The three main changes in consumer habits which Kevin Warren predicts are: The purchase environments in which the consumer can access the

company's products will change. There will be continued increase in leisure time so they need to be where the consumer is, whether that be the sports centre or the multiplex cinema. The increase in out-of - home eating, especially snacking, will continue.

Language review: Talking about the future A another company is putting in their own bid we're going to fight it they'll match us for price we'll have to concentrate we're going to beat them the union meets later this afternoon I'll raise this with them when I'm talking to the union I'll do that we're going to respond I'll authorise the overtime payments B Possible answers: 1 I'm visiting a client.

2 We're going to buy all our materials in China. 3 Will you hold? 4 I'll take a cab. 5 Your plane leaves at 9. 6 I'll call the engineer. 7 I'm going to resign tomorrow. 8 You're speaking after lunch.

Discussion: Competitive strategy Blues Fight The Reds 1 The challenge to Coca-Cola's market leadership had nothing to do with product, with consumer perceptions of the product or with actual market trends. 2 To focus on their product, not on their competitors' products; to look For opportunities to grow their product; to analyse and respond to changing patterns of consumer behaviour; to consider ways of offering better value; to plan a promotional campaign that conveys all these things. Fly Me, I'm Cheap 1 The budget flights were proving very popular with customers and British Airways was losing market share. 2 The small airlines will need to find new competitive advantages (e.g.

in-flight service, on-ground service, loyalty rewards, timetabling, family/friend promotions) or face being forced out of business by the market leader.

Skills: Negotiating A 1 e) (Would it be a good idea if we discussed price first?) 2 d) (I'm sorry, it's not our policy to give credit.) 3 c) (Would you consider giving me a discount?) 4 b) (I'm afraid that's the lowest price I can offer.) 5 f) (Is there any possibility you could alter the specifications?) 6 a) (Your price is higher than I was expecting.)

UNIT 16 Quality Vocabulary: Quality control and customer service A reliability (and) durability, recalled, identified, modified tested, relaunched, failed B Problems: faults, defects, flaws Quality control: monitoring, inspection, minimum standard, zero defects Customer service: after sales care, consumer satisfaction questionnaire, compensation, goodwill payment, warranty

Reading: Defining quality A In the past, quality meant excellence. Nowadays, business people believe that quality means consistency. B Factual mistakes Corrections in 1980 In 1970 sold their cars too cheaply sold their cars too expensively old-style idea of quality old-style idea of quality became became popular unpopular products which are cheap and products which are cheap and excellent value for money consistent the best in the world a long way from quality in its original sense

CD C 1 They thought detailed questions about numbers were irrelevant because they had the finest products in the world. 2 It failed to take account of what the public wanted. 3 Japanese cars were cheap and reliable. D 1 consistency 2 reliability 3 value for money EG E 1 b) 2 c) 3 a) F 1 consistency 2 went bust 3 supply-driven management 4 turned it down 5 cheap trash G 1 b) 2 a)

Language review: Prepositions of time A 16.1 In: the afternoon, the morning, 1962, July At: 30'clock, Christmas On: Wednesday, Wednesday afternoon, 29th July 1962, Christmas Day C 16.2 C 1 in June; On the Monday; for two months

2 for seven hours; on the Saturday morning 3 For two months 4 at the end of August; by the end of September D 16.3 1 during/in 2 in 3 on 4 on 5 on 6 at 7 for 8 on 9 at 10 in 11 by

Skills: Telephone complaints A 1 ringing to complain about 2 dear, sorry to hear that 3 seems to be a problem 4 our policy to replace items 5 isn't good enough 6 If you don't/can't 7 I may/will