1

1. Introduction
Exercise 1
Answer the questions below!
1. What is your full name?
________________________________________________________________________
2. What is your nick name?
________________________________________________________________________
3. Where were you born?
________________________________________________________________________
4. When were you born?
________________________________________________________________________
5. Where do you live?
________________________________________________________________________
6. Where did you graduate from?
________________________________________________________________________
7. What is your faculty?
________________________________________________________________________
8. What is your major?
________________________________________________________________________
9. What are your reasons?
________________________________________________________________________
10. What do you plan after graduating from the university?
________________________________________________________________________
Exercise 2
Describe a friend next to you by asking similar questions like above. Write it in a well-written
paragraph.
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
__________________________________________________________________________

Unit 1 Building a relationship

A. Match each of the following words with its meaning
1. Regard
a. to make something greater in width
2. Associate
b. to consider or have an opinion about something or someone
3. Consider
c. to connect something in your mind with or something else
4. Stare
d. to give attention to a particular subject or fact when judging
5. Pay
e. to look for a long time with the eyes wide open
6. Interpret
f. to decide what the intended meaning of something is
7. Depend
g. to give money to someone for something you want to buy
8. Propose
h. to state a possible plan or action for other people to consider
9. Blink
i. to close and then open your eyes quickly
10. Widen
j. to change according to the stated thing
B. Read the following text
In many western societies, including the United States, a person who does not
maintain good eye contact is regarded being slightly suspicious, or a shifty character.
Americans unconsciously associate people who avoid eye contact as unfriendly, insecure,
untrustworthy, inattentive, and impersonal. However, Japanese children are taught in
school to direct their gaze at the region of their teachers Adams apple or tie knot, and as
adults, Japanese lower their eyes when speaking to a superior, a gesture of respect.
Latin American cultures, as well as some African cultures, such as Nigeria, have
longer looking time, but prolonged eye contact from an individual of lower status is
considered disrespectful. In the US, it is considered rude to stare regardless of who is
looking at whom. In contrast, the polite Englishman is taught to pay strict attention to a
speaker, to listen carefully, and to blink eyes to let the speaker know he or she has been
understood as well as heard. Americans signal interest and comprehension by bobbing
their heads or grunting.
A widening of the eyes can also be interpreted differently, depending on
circumstances and culture. Take, for an instance, the case of an American and Chinese
discussing the terms of a proposed contract. Regardless of the language in which the
proposed contract is carried out, the US negotiator may interpret a Chinese persons
widened eyes as an expression of astonishment instead of as a danger signal (its true
meaning) of politely expressed anger.
C. Answer the questions based on the text
1. How is the rule of eye contact in western cultures?
2. How are Japanese children taught regarding eye contact?
3. What is the difference between American culture and African culture about eye
contact?
4. What do Americans do to signal interest?
5. What does a Chinese actually express when he widens the eyes?
D. Study the dialog below
Secretary
: good morning, can I help you?
James
: good morning. My name is James Bryan. I am a new staff here. I have an
appointment with Mr. Jack today. Can I meet him?
Secretary
: welcome to Excellent company Mr. Bryan. Please wait for a moment.
Mr. Jack is still in a meeting
James
: thank you. May I know your name please?

Secretary
James
Secretary
James

: please call me Diane. Its nice to meet you Mr. Bryan.

: its nice to meet you too Diane and please call me James.
: do you need anything else?
: no, thank you very much.

E. Expressions: useful phrases in conversation

Welcoming visitors
Welcome to
My name is
Can I help you?
Introducing someone
This is He / she is my personal
assistant
Can I introduce you to he / she is
our project manager
Id like to introduce you to
Offering assistance
Can I get you anything?
Do you need anything?
Would you like to drink?
Do you need a taxi?
Please let me know if you need a
telephone

Arriving
Hello, my name is
I have an appointment to see
Sorry, I am a little late / early
Meeting someone and small talk
Pleased to meet you
Its a pleasure
How was your trip?
Did you have a good flight?
How are things here in Indonesia?
Asking for assistance
Could you get me a taxi?
Could you help me arrange a flight
to ?
Can you recommend a good
restaurant?

F. Make a dialog using one of the following situations

1. You came to your clients office. A friendly secretary welcomes you. She asks you to
wait in the lobby because your client is still in a meeting. Perform a conversation
using the expressions you have learned
2. You have an appointment for a business meeting. A personal assistant who receives
you telling that the boss has not arrived yet because of a traffic jam. You are asked to
wait in the lobby. Perform a conversation using the expressions you have learned
3. You are a secretary of a company. Someone is looking for your manager. You
welcome him / her and ask him / her to wait because your manager is still having a
rest. Perform a conversation using the expressions you have learned.

Review
A. Welcoming visitors
Complete the dialog with words from the box
A: hello (a) .. to meet you
B: thank you for (b) .. me.
A: how long are you (c) .. here?
B: just two days
A: oh, not long, then. Let me (d) .. you to my colleague Paul
B: Paul, (e) .. is Angela Fox
This

Staying

Nice

Introduce

Inviting

B. Making small talk

Match the phrases 1 5 to the correct responses a e to make a conversation
1. Did you have a good trip?
2. Was the flight on time?
3. Thats good. And how was the weather in London?
4. Really? Well its much better here
5. Can I get you a drink or something?
a)
b)
c)
d)
e)

Very wet and cold, Im afraid

Yes, it was
Thank you. Coffee would be great
Very good, thank you
Yes, its very warm

C. Asking for and giving help

Classify the sentences below into offering something (O), declining an offer (D), asking
for help (H), accepting and offer (A)
a) Can I get you anything?
b) No, I am fine thanks
c) Just a question, is there a drug store near here?
d) Would you like something to drink?
e) Yes, maybe a cold drink, if I may
f) Can I use your phone?
g) Id like to print something from this disk, if possible
h) Would you like to lift to your hotel?

Unit 2 Culture and entertainment

A. Match each of the following words with its meaning
1. Prepare
a. to make or get something or someone ready
2. Avoid
b. to stay away from someone or something
3. Review
c. to consider something in order to make changes to it
4. Expect
d. to think or believe something will happen
5. Impress
e. to cause someone to admire or respect you
6. Become
f. to start to be
7. Hold
g. to take and keep something in your hand
8. Remain
h. to stay in the same place or in the same condition
9. Tend
i. to be likely to behave in a particular
10. Accomplish
j. to finish something successfully
B. Read the following text
The country you are visiting may have very different dining etiquette rules than
what you are used to. Depending on the country, be prepared to sit on the floor, eat with
your hands, not eat with your hands, or try some exotic foods. To avoid too many
surprises, take some time to review the dining etiquette rules common at your destination.
Have a humble and respectful attitude when you make a mistake. Everywhere in Asia
you will be expected to eat with chopsticks. Try to use them if you can. Africans are
famous for the pleasure they take in eating and entertaining and for their generosity.
If you're invited to someone's home almost anywhere in Africa be prepared to be
impressed by your host's generosity. In many countries, you will find no utensils of any
kind and will be expected to eat with your hands. Arabs are known for their hospitality
and their meals, which often start considerably later than ours. You may be expected to
take several helpings, so pace yourself. Alcoholic beverages are becoming more common
even in Muslim countries, but Muslims do not drink, so do not ask for alcoholic
beverages.
Europeans eat using the Continental style. When using this style, hold your fork
in your left hand and your knife in your right. You then eat with your fork still in your
left hand. The fork and knife should remain in your hands at all times. Europeans tend to
be stricter about table manners than Americans are. Do not rest your elbows on the table,
but keep both hands above the table at all times. Accomplish this by resting your wrists
on the edge of the table.
C. Answer the questions based on the text
1. What is the text about?
2. In what country are chopsticks used?
3. What is the similarity between Africa and Arab in terms of dining etiquette?
4. What is the specific characteristic of the continental style?
5. How is the dining etiquette in your own country?
D. Study the dialog below
Waiter
: Good afternoon, sir. This way, please.
James
: Good afternoon. Thanks.
Waiter
: Have a seat please. Here is the menu.
James
: thank you.
Waiter
: Are you ready to order, sir?
James
: I would like to have the fried rice and fried chicken, please

Waiter
James
Waiter
James

: What would you like to drink?

: Id like to have orange juice.
: Alright, so a plate of fried rice, fried chicken, and orange juice. Do you
need anything else, sir?
: no, thank you

E. Expressions: useful phrases in conversation

Inviting
Accepting to an invitation
Would you like to have dinner?
Yes, Id love to. Thanks
Can you come to my house?
Yes, sure
Lets take a walk
Come on
Declining an invitation
Stating preference
Id love to thanks. But I have many
I would like to have fried rice
things to do. I am very sorry
I like fried chicken better than
I am sorry. I cant
grilled chicken
No. thanks
I prefer fried chicken to pizza
Looking at a menu
Commenting on the food
I think Id like to have fried shrimp
Its delicious
The crab sounds tasty
Hemm its yummy
Can I have a bottle of soda?
The food is splendid
F. Make a dialog using one of the following situations
1. You invite your friend to have dinner. There is a new restaurant you want to try.
Perform a conversation using the expressions you have learned
2. You are in a restaurant. A waiter comes and offers you the menu. Perform a
conversation using the expressions you have learned
3. You are inviting your colleague to have lunch at the break time. There is a coffee
shop nearby. Perform a conversation using the expressions you have learned

Review
A. Inviting
Choose the correct ending to make the invitations below:
1. Do you have any
a. to meet this evening?
2. Theres good
b. free time this week?
3. We could go for
c. you some interesting places
4. Would you like
d. museum near here
5. Id like to show you
e. something to eat at a restaurant
B. Accepting or declining
1. Which of these words indicate an A (acceptance) of an invitation? Which words indicate
a rejection (R) of an invitation?
Nice idea
Very kind
Unfortunately
Rather busy
Have to
Thank you, but
I am sorry
Excellent
Very kind
2. Complete the sentences below with words from the box
1. Id like that unfortunately I
leave very early in the
morning.
2. Thats very of you. Id
that very much.
3. Thank you, that be very
interesting
4. It is nice of you to me. but
I already have an tonight. I
am sorry about that.
5. Another perhaps?
6. Id like , thank you very
much
C. Eating out
Make correct sentences from the jumbled words below
a) The can menu have I please
b) Id start like soup please vegetable to with
c) Fried have Ill chicken then the
d) A the water and of please mineral water cream ice
e) A may bill of I have the coffee and please cup

Time
Kind
But
Have to
That
Would
Like
Invite
Appointment

Unit 3 Could I leave a message

A. Match each of the following words with its meaning
1. Continue
a. to make something certain to happen
2. Prefer
b. to keep happening
3. Ensure
c. to choose or want one thing rather than another
4. Leave
d. to help
5. Require
e. to go away from someone or something
6. Establish
f. to need or make necessary
7. Assist
g. to start a company that will continue for a long time
8. Appreciate
h. to encourage the sale of something
9. Promote
i. to keep in existence
10. Maintain
j. to recognize or understand that something is valuable
B. Read the following text
Even though email and other computer-based communications have taken
precedence in business, telephone communications continue to be a primary means.
Many customers, contractors and institutions prefer, and at times require, phone
communication to complete processes and ensure satisfaction. This communication, like
many others, will leave an impression about your business.
Greeting your business callers is an easy way to establish a good telephone. Each
business call should begin by thanking your party for calling, introducing your business
and introducing yourself. For instance, Thank you for calling XYZ Inc. This is Jane.
How can I assist you? Not only does this type of greeting welcome the caller, it invites
the caller to get right into their request. Each call should end as politely as it began. It
should be branded again, while thanking the caller for their business, i.e. Thank you for
calling XYZ Inc. We certainly appreciate your business.
Focusing your attention on the caller will help to promote proper telephone
etiquette. The business environment is often a busy one. Still, to maintain a busy and
productive environment, your business must maintain its customers. Therefore, when
your customers or clients call in, stop what you are doing and focus your attention on
answering the phone. Listen actively to the caller and take notes if you need. This will
help you to address all of the callers concerns on the first attempt.
http://smallbusiness.chron.com/proper-business-telephone-etiquette-2872.html
C. Answer the questions based on the text
1. What is the best title of the text above?
2. Why is telephone still effective to be a primary means of business communication?
3. According to the text, how to establish a good telephone?
4. What is the last paragraph about?
5. What should we do when costumers call in?
D. Study the dialog below
Receptionist : good morning. Seven-Twelve Company. How can I help you?
James
: Good afternoon. I am James from Eight-Eleven Company. Can I speak to
Mr. Thomas?
Receptionist : Mr. Thomas is not in the office right now.
James
: When can I talk to him?
Receptionist : He is visiting London now. He will be there for about a week. Would
you like to leave a message?

James
Receptionist
James
Receptionist

: Yes, please tell him that James from Eight-Eleven Company called him. I
need him to call me back at 0898-0500-822
: Alright sir. Ill inform Mr. Thomas to call you back as soon as he has
arrived.
: Thank you very much.
: you are welcome. Have a good time

E. Expressions: useful phrases in conversation

Saying who you want
Id like to speak to, please.
Could I have the Department,
please?
Is there, please?
Leaving and taking message
Can I leave him / her a message?
Please tell him / her that
Can I take a message?
Asking for repetition
Excuse me, I didnt catch your
name
Sorry. Could you repeat please?
Can you spell your name please?

Saying someone is not available

I am sorry he / she is not available
Sorry. He / she is in a meeting
Sorry. He / she is in Milan
Offering help in other ways
Should I ask him to call you back?
Would you like to speak to his
assistant?
Can I help you perhaps?
Acknowledging repetition
Ok. Ive got that now
I understand
I see. Thank you

F. Make a dialog using one of the following situations

1. You call your colleague of X Company. A secretary answers your call and tells you
that he or she is still in Australia. Perform a conversation using the expressions you
have learned
2. You told your assistant that you will be away to Jakarta for three days to any callers.
Meanwhile, your friend called you when you were away. Perform a conversation
using the expressions you have learned
3. Your colleague is calling when you are having a meeting. You ask your secretary to
leave a message. Perform a conversation using the expressions you have learned

10

Review
A. Introducing yourself and saying what you want
You are on the phone. Complete the sentences with the correct words on the right
a. Can I .. to Mr. Johnson, please?
b. .. Ronaldo.
c. I am .. from Amsterdam.
d. Can you .. me the purchasing department, please
e. Id like some .., please.
Speak / say

My names / I am

Living / calling

Fix / give Information / informations

B. Leaving and taking messages

Complete the exchanges below with words from the box
A: can I .. a message?
B: yes, please. please .. him Ill arrive at about three in the afternoon
C: he isnt here at the moment. .. you like to leave a message?
D: yes, .. you say Mr. Sorensen called?
C: I am sorry. Can you .. your name?
D: yes, its George. G E O R G E
E: Shall I ask him to .. you tomorrow?
F: No, its okay. Please tell him Ill .. later
G: Id like to .. a message for Mr. Casey, please.
H: yes, of course. Whos calling?
G: Angelo, from Milan.
Leave
Take
Could
Would
Tell
Call back
C. Asking for repetition
Make sentences from the following
a. Can I am that you repeat sorry?
b. Said Im understand I what didnt you sorry
c. Sorry speak Im slowly more please

Call
Repeat

Didnt you hear I

you that spell can please?
say you what did?

11

Unit 4 Good to hear from you again

A. Match each of the following words with its meaning
1. Present
a. to make something certain to happen
2. Conduct
b. to keep happening
3. Distinguish
c. to choose or want one thing rather than another
4. Pronounce
d. to help
5. Lead
e. to go away from someone or something
6. Assume
f. to need or make necessary
7. Imply
g. to start a company that will continue for a long time
8. Fail
h. to encourage the sale of something
9. Promote
i. to keep in existence
10. Inquire
j. to recognize or understand that something is valuable
B. Read the following text
Oral communication usually presents more problems than written communication.
If youve ever studied another language, you know its easier to write in that language
than to conduct a conversation. Even if the other speaks your language, you may have a
hard time understanding the pronunciation if the person isnt proficient. For example,
many non-native English speakers cant distinguish between the English sound v and w,
so they say wery for very. At the same time many people from the United States
cannot pronounce the French r or the German ch.
Also people use their voices in different ways, which can lead listeners to
misunderstand their intentions. Russian speakers, for instance, speak in flat, level tones in
their native tongue. When they speak English, they maintain this pattern, and nonRussian listeners may assume that the speakers are bored or rude. Middle Easterners tend
to speak more loudly than the Westerners and may therefore mistakenly be considered
emotional. On the other hand, the Japanese are soft spoken, a characteristic that implies
politeness or humility to Western listeners.
Idiomatic expressions are another source of confusion. If U.S. executive tells an
Egyptian executive that a certain product doesnt cut the mustard, chances are
communication will fail. Even when the words make sense, their meanings may differ
according to the situation. For example, suppose you are dining with a German woman
who speaks English quite well. You inquire, More bread? She says, Thank you, so
you pass the bread. She looks confused; then she takes the breadbasket and sets it down
without taking any. In German, thank you (danke) can also be used as a polite refusal. If
the woman had wanted more bread she would have used the word please (bitte in
German).
C. Answer the questions based on the text
1. Why do you think it is difficult to present oral communication?
2. What probably makes it uneasy to understand someones pronunciation?
3. What is the clear characteristic of Japanese when speaking?
4. How many countries are there mentioned in the text? Mention!
5. What does the word thank you may mean in German?

12

D. Study the dialog below

Thomas
: Hello, James. My secretary told you that you were calling when I was in
London. What was it about?
James
: hello, Thomas. Its good to hear you again. You seem very busy lately. I
just want to remind you that our project needs to be evaluated, so that I
need to meet you soon.
Thomas
: Good to hear you too, James. I see. Lets reschedule our meeting. What
about this week?
James
: I am sorry. I am afraid I cant this week. I have another important
business to do. What about the first week of next month?
Thomas
: that sounds great. Ill arrange my schedule then. Where can we meet?
James
: Lets meet at Moonlight restaurant. What do you think?
Thomas
: sure, they have tasty food.
James
: thank you very much for your time. I am looking forward to meeting
you.
Thomas
: my pleasure. See you next month.
E. Expressions: useful phrases in conversation
Stating reason to call
I am calling to
Id like to
I need some information about
Changing appointments
We have an appointment for next
month, but
I am afraid I cant come on that day
Could we reschedule it?
Ending a call
Ok. I think thats all
Thanks very much for your help
I look forward to your call

Setting up appointments
Could we meet some time next
week?
When would be a good time?
What about August 25, 2014?
Confirming information
So
Can I check that? You said
Can I confirm that by fax?
Thanking
Thank you very much for calling
Thanks and please call back if you
need anything
Thank you very much. have a good
day

F. Make a dialog using one of the following situations

1. Your colleague has just arrived in the city. He or she makes a phone call telling you
to reschedule the meeting. Perform a conversation using the expressions you have
learned
2. You call your friend that you tend to reschedule the meeting because there is a sudden
meeting in your own company. Perform a conversation using the expressions you
have learned
3. Your secretary receives a call from your client that he or she intends to reschedule the
meeting as he or she is still in London. Perform a conversation using the expressions
you have learned

13

Review
A. Making arrangements
Complete the dialog below
A: Id like to (a) v .. you some time next week, to meet Mr. Jack
B: thats (b) f I could give you an (c) a .. next week
A: No, unfortunately Im (d) a .. next week. The (e) f ..
week would be okay.
B: yes, well (f) h .. a .. Thursday morning at 10 oclock.
A: thats good. Please can you (g) c .. by email?
B: yes, of course.
B. Changing arrangements
You have an appointment to see Ms. Keppel at 11:30 today. Unfortunately your train is
delayed. You will not arrive until 12:30. Telephone Ms. Keppels secretary, John
Cousins, to explain the problem. Complete the conversation with words from the box.
A: hello, Mr. Black. This is (your name). I (a) .. at 11:30, with Ms.
Keppel. But unfortunately the train (b) .. Im going to be (c)
..
B: I understand. What time do you think youll arrive?
A: about 12:30, is that a (d) .?
B: no, no problem at all.
A: thank you. I am (e) .. about the (f) ..
B: its okay. Its not your fault. See you soon. Thanks for (g) ..
A: thank you. Bye for now.
.
C. The structure of a call
Put these sentences in the correct order
A. I understand. Thats very kind of you. Thank you very much.
B. Can I confirm that? The date is December 4th and its at the Clyde hotel
C. Excellent. I look forward to seeing you there
D. I am calling to find information about the direct line conference in December
E. Hello, my name is Patrick. I am calling from London
F. Could you tell me the date and location of the conference?

14

Unit 5 Unfortunately theres a problem

A. Match each of the following words with its meaning
1. Flow
a. to take something
2. Pick
b. to be annoyed or worried by something
3. Break
c. to move in one direction
4. Respond
d. to (cause something to) separate suddenly
5. Search
e. to have the same opinion
6. Interrupt
f. to want something to happen
7. Accept
g. to say or do something as a reaction to something
8. Agree
h. to agree to take something
9. Hope
i. to stop a person from speaking for a short period
10. Mind
j. to look somewhere carefully in order to find something
B. Read the following text
In some countries, like Italy and Britain, conversation is a form of entertainment.
There is an endless flow of talk and if you break the flow for a second someone else will
pick it up. In other countries there is a higher value placed on listening it is not only
impolite to break in but also listeners will consider what has been said in silence before
responding. Finland and Japan are examples.
If you are talking to people who are also speaking English as a foreign language,
they are likely to leave gaps and silences while they search for words or try to make sense
of what you have just said. So be patient and try not to interrupt, as you would hope they
would be patient with you.
Every country has its own codes of etiquette. For example it is common for North
Americans and the British to use first names very quickly, even in a letter or fax or
telephone call. Such instant familiarity is much less acceptable in the rest of Europe and
Asia where even business partners and colleagues of many years acquaintance address
each other by equivalent of Mr. and Mrs. And the last name or job title.
So stick to last names unless you specifically agree to do otherwise. Dont
interpret the other persons formality as stiffness or unfriendliness. On the other hand, if
business partners with North American or British background get on to first name terms
right away, dont be surprised.
Above all, one should remember that people do not usually mind if their own
codes are broken by foreigners as long as they sense consideration and goodwill. This is
much more important than a set of rules of etiquette.
C. Answer the questions based on the text
1. What does the sentence mean, conversation is a form of entertainment?
2. In what countries is listening placed higher value?
3. Why is it better to be patient in conversation?
4. In what paragraph does the writer emphasize the code of etiquette?
5. What is the last paragraph about?

15

D. Study the dialog below

James
: Hello, Thomas. I am calling to complain about the delivery. The goods
are absolutely below our standard.
Thomas
: hello, James. It cant be true. We have got the deal on our previous
meeting and Ive showed you the prototype of the product.
James
: yes, but I dont understand why they dont really work well. I am very
disappointed
Thomas
: I am sorry to hear that. My assistant will see you immediately and check
the products. Could you please tell me what part doesnt really work?
James
: Ill make sure of it. The processor is very much slow and the capacity is
very small.
Thomas
: alright, I understand that. I am very sorry about the problem and Ill be
very happy if you can understand the situation.
James
: yes, anyway if the problem is not resolved soon Ill have to consider our
contract. Thank you very much for your time
Thomas
: you are welcome Mr. James
E. Expressions: useful phrases in conversation
Explaining the problem
There seems to be
We havent received
The quality of the work is below
standard

Threatening
If the problem is not resolved
Well have to consider our
position
Well have to negotiate the
contract
The consequences could be very
serious
Apologizing
I am sorry to hear that
I am sorry about the problem
I must apologize for being wrong

Referring to previous problem

It isnt the first time weve had this
problem
This is the third time this has
happened
We had a meeting about this and
you assured us that
Asking for details
Could you exactly tell me about..?
Can you tell me?
What is the ?

Denying an accusation
No, I dont think that it can be right
I am sorry but I think youre
mistaken
I am afraid that cant be true

F. Make a dialog using one of the following situations

1. You complain your partner about the last sale report. It was far from the target.
Perform a conversation using the expressions you have learned
2. Your colleague calls you to complain that the delivery has been late for several times
for the last three months. Perform a conversation using the expressions you have
learned
3. You call your client that you are sorry for being absent in the meeting. Your client
cannot accept your reason because you have been absent for several meetings.
Perform a conversation using the expressions you have learned

16

Review
A. Saying why you are calling
Match the phrase on the left with the correct ending
1. The reason for my call
a) advice on
2. I am calling about
b) something about your service?
3. I need to talk to
c) a supply problem
4. I would like some
d) is a technical matter
5. Can you tell me
e) someone about
B. Explaining the problem
Replace the underlined words with words in the box which mean the same
1. We are still waiting for the goods to arrive.
2. There seems to be something wrong with the machine
3. The power switch is broken
4. We still have not received an answer to our letter
5. I dont understand why we have not received the money you owe us.
6. I dont understand how to operate the machine
Please explain
A reply

Delivery
The instructions

Not working
Payment

A problem

C. Handling complaints
Complete the exchanges below with words from the box
A: there seems to be a problem with the machine
B: Im (a) .. to hear that. Do you have a costumer (b) ..
number? Whats the (c) .. on the machine?
C: Id like to speak to Mr. Davis.
D: hes not (d) .. at the moment but Ill (e) .. to call (f)
.. as soon as he (g) ..
E: I think theres a problem with the invoice
F: if you (h) .. on, Ill (i) .. you to the right department
G: we still havent received the goods
H: Im sorry. Weve had a (j) .. in distribution. Everything should be okay
for a (k) .. next week
You back

Reference

Serial number

Delivery

Transfer

Comes back

Hold

Ask him

Sorry

Available

Delay

17

Unit 6 Planning and getting started

A. Match each of the following words with its meaning
1. Summarize
a. to make or draw plans for something
2. Dictate
b. to control or influence something directly
3. Design
c. to buy
4. Motivate
d. to give orders
5. Determine
e. to agree with and give encouragement to someone
6. Select
f. to want something to happen
7. Handle
g. to make someone want to do something well
8. Portray
h. to express the most important facts about something
9. Support
i. to operate or control something which could be difficult
10. Purchase
j. to choose a small number of things
B. Read the following text. Scan the text to match the seven points
1. Choose visuals to support the presentation
()
2. Have a simple, clear structure
()
3. Show enthusiasm
()
4. Use power point
()
5. Making informal presentations
()
6. Consider the audience
()
7. Dealing with the nerves
()
a. The key to a successful oral presentation is to keep things simple. I try to stick to three
points. I give an overview of the points, present them to the audience, and summarize
them at the end.
b. My purpose or desired outcome, the type of audience, and the message dictate the
formality of the presentation, the kind of visuals, the number of anecdotes, and the jokes
or examples that I use. Most of my presentations are designed to sell, to explain, or to
motivate. When I plan the presentation, I think about the audience. Are they professionals
or nonprofessionals? Purchasers or sellers? Providers or users? Internal or external? My
purpose and the audience mix determine the tones and focus of the presentation
c. When I make a presentation, I use the visuals as the outline. I will not use notes. I like to
select the kind of visual that not only best supports the message but also best fits the
audience and the physical location. Power point, slides, overhead transparencies, and flip
charts are the four main kinds of visuals I use.
d. Power point and slide presentations work well when I am selling a product or an idea to
large groups (15 people or more). In this format, I like to use examples and graphs and
tables to support my message in a general way.
e. In small presentations, including one on ones and presentations where the audience is part
of the actual process, I like transparencies or flip charts. They allow me to be informal.
f. I get very, very nervous when I speak in public. I handle my nervousness by just trying to
look as if, instead of talking to so many people, Im walking in and talking to a single
person. I dont like to speak behind lecterns. Instead, I like to get out and just be open and
portray that openness: Im here to tell you a story.
g. I try very hard for people to enjoy my presentations by showing enthusiasm on the
subject and by being sincere. I try not to use a hard sell I just try to report or to explain
and I think that comes across. In addition, it helps that I am speaking about something
that I very strongly believe in and something that I really, really enjoy doing.

18

C. Answer the questions based on the text

1. How can we handle the nerves?
2. What is the benefit of using visuals?
3. What things to be considered when keeping the presentation short?
4. What does setting the presentation less formal mean?
5. Mention the four kinds of visual we can use in presentation!
D. Study the dialog below
James
: Hello, Thomas. Are you ready for the presentation?
Thomas
: hello, James. Yes, I am ready with my presentation today.
James
: What is the subject of your presentation?
Thomas
: I am going to talk about the current issues of marketing strategy
James
: that sounds great. Can you tell me the ideas of your presentation?
Thomas
: well, I would like to talk about three issues, they are marketing target,
promotion, and budgeting.
James
: great. I cant wait attending your presentation
Thomas
: Thank you, Mr. James
E. Expressions: useful phrases in conversation
Greeting in presentation
Subject
Good morning ladies and gentlemen
I plan to say a few words about
Ladies and gentlemen
I am going to talk about
Good morning everyone. My name
The subject of my talk is
is James. Thanks for coming up
Id like to give you an overview of
today

Structure
Length
Ive divided my talk into three
My talk will take about ten minutes
parts
The presentation will take about
one hour but there will be twenty
First
minute break in the middle
Second
Finally
Policy on questions
Giving emphasis
Please interrupt if you have any
As I have told you before
questions
Ive mentioned earlier that
After my talk there will be time for
The most important thing is
a discussion and any questions
F. Work in pairs. Prepare a presentation including the following ideas
1. Greet your audience
2. Introduce yourself
3. Give the title of your talk
4. Describe the structure of your talk
5. Explain that the audience can interrupt if they want
6. Say something about the length of your talk

19

Review
A. Subject
Complete the spaces in the five opening sentences of presentation
My t ..today

Id l ..to say

is about our plans for

entering new markets

something today about the

AX project.

The presentation will give

you an o ..of

our organization

The t ..of my

This morning I want to e..

talk is the single European

market and competition policy

the special relationship between us and

our supplies.

B. Presentation structure
The classic presentation has three parts. Here are six sentences from the introduction to
a presentation. Put them in the right order.
a. I am going to talk about the new organization of our European Sales
b. Afterwards you can ask any questions or say what you think
c. Good afternoon, everyone. My presentation today is about changes in our
organization
d. Finally, Ill describe the new arrangement the new system
e. First, Ill describe the current situation how things are now
f. Then, Ill explain why we have to change this
C. Introducing your presentation
Make verb +noun phrases by matching the verbs below to the right words. See the
example:
1. To talk about
a) questions
2. To explain
b) an overview
3. To say
c) a few words
4. To give
d) the problem
5. To divide
e) something
6. To answer
f) the talk into x parts
D. Your police on questions and discussion
Make sentences from the words below
1. Like whenever interrupt you
2. If questions have ask you please any
3. Questions until save any the please end
4. You have I a for handout
5. Points handout my the includes main of the talk
6. Few may notes take to want you a
7. Be will discussion there a later

20

Unit 7 Image, impact, and making an impression

A. Match each of the following words with its meaning
1. Emphasize
a. to show or state that something is very important
2. Relegate
b. to make it possible for something to be seen
3. Convict
c. to decide officially that someone is guilty of a crime
4. Justify
d. to put someone into a lower or less important rank or position
5. Replace
e. to make something clear or easier to understand
6. Show
f. to take the place of something
7. Employ
g. to attract attention to
8. Highlight
h. to (make something) become larger in amount or size
9. Increase
i. to use something
10. Clarify
j. to give or to be a good reason for
B. Read the following text
Dinckel and Parnham (1985) say that the great danger (in using visual aids) is that
presenters place the major emphasis on visual aids and relegate themselves to the minor
role of narrator or technician. You are central to the presentation. The visual aid needs
you, your interpretation, your explanation, your conviction and your justification.
Visual aids can make information more memorable and they help the speaker.
However, they must literally support what the speaker says and not just simply replace
the spoken information. It is also not enough to just read text from a visual aid.
There are many advantages to the correct use of visual aids. They can show
information which is not easily expressed in words or they can highlight information.
They cause the audience to employ another sense to receive information, they bring
variety and therefore increase the audiences attention. They save time and they clarify
complex information.
C. State T (true) or F (false) and correct if necessary
1. The great danger of using visual aids is the presenter poses himself important
2. The visual aid needs only your justification
3. Visual aids can make information be easily memorized
4. The third paragraph discuss the benefits of using visual aids
5. Using visual aids may save our time presenting the material
D. Study the diagram below
350
300
250
200
Student's numbers

150
100
50
0
2009

2010

2011

2012

2013

2014

21

E. Expressions: describing trends

Direction

F. With your pair.

Verbs

Rise
Increase
Climb up
Go up
Fall
Decrease
Drop
Go down
Stay constant
Remain stable
Remain steady
Maintain the same
level

Nouns

A rise
An increase
A growth
A boom
A decline
A decrease
A fall
A drop
No change
A leveling out

22

Unit 8 The middle of the presentation

A. Match each of the following words with its meaning
1. Spend
a. to tell someone about something at the first time
2. Convey
b. to say or write what someone or something is like
3. Introduce
c. to use time doing something
4. Cost
d. to pay some amount of money to buy something
5. End
e. to finish or stop
6. Contain
f. to have something inside
7. Include
g. to take something in
8. Describe
h. to express a thought
9. Concern
i. to cause worry to someone
10. Absorb
j. to contain something as a part of something else
B. Read the following text
Any presentation requires a clear strategy or plan to help you reach your
objectives. The aim is not to spend twenty minutes talking non-stop and showing a lot of
nice pictures. It is to convey a message that is worth hearing to an audience who wants to
hear it. However, how many speakers really hold an audiences attention? What is the
secret for those who do? First find out about the audience and what they need to know.
Plan what youre going to say and say it clearly and concisely.
A good speaker uses various signals to help hold the audiences attention and
make the information clear. One type of signal is to introduce a list with a phrase There
are things we have to consider. The speaker then says what the three things are and talks
about each one at the required level of detail. For example: there are three types of price
that we have to think about: economic price, market price and physiological price. Lets
look at each of these in more detail. First, economic price. This is based on production
costs and the need to make a profit and the speaker goes on to describe this type of
price. After that, he goes on to talk about market price and so on.
Another signaling technique is to give a link between parts of presentation. Say
where one part of talks ends and another starts. For example, a well-organized
presentation usually contains different parts and progression from one part to the next
must be clear, with phrases like Thats all I want to say about the development of the
product. Now, lets turn to the actual marketing plan. This technique is very helpful to
the audience, including those who are mainly interested in one part only.
Another type of signaling is sequencing of information. This usually follows a
logical order, perhaps based on time. So a project may be described in terms of the
background, the present situation and the future. Key words in sequencing information
are first, then, next, after that, later, at the end, finally, etc.
Still another technique which helps to emphasize key points is careful repetition.
Examples are As Ive already said, there is no alternative but to increase production by
100 per cent or Id like to emphasize the main benefit of the new design it achieves
twice as much power with half as much fuel.

23

A final point concerns timing and quantity of information. Psychologists have

suggested that concentration is reduced after about twenty minutes without a break or a
change in activity. Furthermore, audiences should not be overburdened with technical
details or given too many facts to remember. It is claimed that to ask people to remember
more than three things in a five minute talk is too much. some say that seven is maximum
number of any length of presentation. Any such calculations are probably not very
reliable, but every speaker needs to think about exactly how much information of
particular type a specific audience is likely to absorb and to plan accordingly.
C. Answer the questions based on the text
1. What is the best title of the text above?
2. What is the main idea of the first paragraph?
3. What is the main idea of the second paragraph?
4. In what paragraph does it discuss how to sequence the information?
5. What is the main idea of the last paragraph?
D. State T (true) or F (false) and correct if necessary
1. The first strategy in presentation is to find out about the audience
2. By introducing the list of presentation content, the presentation wont be clear
3. The word now is a signaling technique to give a link between parts of presentation
4. There are six key words in sequencing information mentioned in the text
5. The last paragraph is about the length of presentation that needed to be considered
E. With your pair, write a summary of the text above in 10 sentences below
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

24

Unit 9 The end is near this is the end

A. Match each of the following words with its meaning
1. Meet
a. to give your attention
2. Shuffle
b. to make or get something or someone ready for something
3. Instruct
c. to order or tell someone to do something
4. Interest
d. to come together with someone intentionally
5. Dispose
e. to suggest that someone or something would be good
6. Offer
f. to ask someone if they would like to have something
7. Prepare
g. to communicate with someone
8. Comment
h. to make a comment
9. Contact
i. to walk by pulling your feet slowly along the ground
10. Recommend
j. to make someone feel a particular way towards someone
B. Read the following text
A nightmare scenario is as follows: the speaker ends his talk with the words Any
questions? This is met by total silence. Not a word. Then an embarrassed shuffling, a
cough how can this be avoided? A possible answer is that if the presentation has been
good and the audience is clearly interested, someone will have something to say.
Another way to avoid the nightmare of utter silence is to end with an instruction
to the audience. This should ensure immediate audience response. Giving an instruction
is often useful in sales presentations and where the audience has special requirements.
Here are two examples:
A sales presentation
After talking about his or her products or services, the speaker wants the audience
to explain their needs and says:
Okay Ive told you about the ways Snappo can help companies like yours. Now
for us to do that, we need to know more about the way you work. For example, tell me
about your particular situation, tell me what in particular may interest you
This places a responsibility on the audience to respond unless of course they
have a completely negative view of both the presenter and the message! Assuming they
are well disposed towards the potential supplier, it is probably in their interests to offer
some information and begin discussion.
A training manager
Speaking to an audience of Department Managers, vice presidents, or potential
trainees, the training Manager has outlined recommendations and explained what is
available. He / she can end with:
Okey! I have told you what we can offer. Now tell me what are your impressions,
what are your priorities and what else do you need to know?

25

Another option is for the speaker to have a question prepared. Ask something
which you know the audience will have to answer. This often breaks the ice and starts
discussion. It may be possible to single out an individual who is most likely to have a
question to ask you or a comment to make, or it may be apparent from earlier contact
perhaps during the reception or a coffee break, that a particular individual has something
to say or to ask.
C. Answer the questions based on the text
1. What is meant by a nightmare in the passage above?
2. What might make someone will say something about the presentation?
3. What can a presenter of sales presentation do to end the presentation?
4. What is last option for a presenter to end the presentation?
5. Please let us know about your opinion how to end a presentation!
D. Fill in the mind mapping below about marketing strategies that you think effective

Marketing
strategies

E. Rewrite the points in your mapping into a complete essay of 50 sentences

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

26

Unit 10 Making meetings effective

A. Match each of the following words with its meaning
1. Share
a. to divide something and give part of it to someone else
2. Fall
b. to belong to a particular group, subject or area
3. Empower
c. to give someone freedom to do something
4. Boost
d. to improve or increase something
5. Focus
e. to give a lot of attention to one particular person, subject or
thing
6. Waste
f. to use too much of something or use something badly
7. Plague
g. to cause worry to someone or something over a period of time
8. Change
h. to make or become different
9. Benefit
i. to be helped by something or to help someone
10. Lead
j. to show the way to a group of people
B. Read the following text
Meetings are not only one of the most important ways for employees to
communicate within organizations, but they're also the way that teams get their work
done. Although individual team members work on tasks outside of meetings, team
meetings give members the opportunity to come together to determine the team's goals,
its plans for achieving its goals, and who will do what and when. We've all
experienced more than our share of both good and bad meetings. What makes some
meetings terrific, while others are simply the pits?
Employees benefit in several ways when a meeting is well run. Here's the good
news about business meetings that fall into this category:

Meetings are empowering.

Meetings are a great way to communicate.
Meetings develop work skills and leadership.
Meetings are morale boosting.

Unfortunately, meetings are prone to fall into nonproductive pitfalls. Here's the
negative side of meetings:

Meetings may not have focus.

Companies have too many meetings.
Attendees may be unprepared.
Most meeting time is wasted.

Although this bad news may seem bleak, there is hope. For each of these
problems, and for the many other kinds of problems that often plague business meetings,
solutions are available. You simply need to be open to changing the way that meetings
are conducted in your organization. You may even need to take on a leadership role, if
necessary, to make your meetings work better.
http://www.dummies.com/how-to/content/conducting-effective-business-meetings.html
C. Answer the following questions
1. What is the function of meeting in an organization?
2. What are the benefits of a meeting?
3. What are the disadvantages of a meeting?
4. What is meant by a meeting is a moral boosting?

27

5. What is one of the positive views regarding to a problem?

D. Letter writing: identify the structure of the letter
Fortune Goods
317 Orchard Road
Singapore
22 August 2014
Mr. David Choi
Sales Manager
Everlong Batteries
171 Choi Hung Road
Hung Hom
Hong Kong
Dear Mr. Choi
Re. Order No. 768197
I am writing to inform you that the goods we ordered from your company have not been
supplied correctly.
On 15 August 2014 we placed an order with your firm for 12,000 long-life batteries. The
consignment arrived yesterday but contained only 1,200 batteries.
This error put our firm in a difficult position, as we had to make some emergency
purchases to fulfill our commitments to all our customers. This caused us considerable
inconvenience.
I am writing to ask you to please make up the shortfall immediately and to ensure that
such errors do not happen again. Otherwise, we may have to look elsewhere for our
supplies.
I look forward to hearing from you by return.
Yours sincerely
J. Wong

J. Wong
Purchasing Officer
E. State T (true) or F (false) and make any correction if necessary
1. Mr. Wong was the addressee
2. The package was in right numbers
3. Mr. Wong was absolutely disappointed with the shipping
4. If the other batteries are not delivered soon, Mr. Wong will quit the cooperation
5. Mr. Choi was the receiver
F. Write a similar letter based on one of the following situations
1. You complain about the computers you have bought. Some of them do not work
properly
2. You complain the furniture you have ordered. They do not come until the date agreed
left.
3. You complain the supermarket as the goods you have bought are mostly expired.

28

Unit 11 Sorry to interrupt you

A. Match each of the following words with its meaning
1. Discuss
a. to say what the meaning of something
2. Achieve
b. to develop gradually
3. Attend
c. to end a speech, meeting or piece of writing
4. Follow
d. to move behind someone or something
5. Define
e. to talk about a subject with someone
6. Generate
f. to succeed in finishing something
7. Evaluate
g. to judge or calculate the quality
8. Conclude
h. to go to an event, place, etc.
9. Analyze
i. to study or examine something in detail
10. Evolve
j. to cause something to exist
B. Read the following text
The reason for having a meeting is to make a decision. Information may be given
in a presentation followed by questions or discussion, but it is to get a consensus that the
meeting has been arranged in the first place. Achieving this in the most time and costeffective manner possible is a goal that everyone attending (the meeting) must share.
Marion Haynes (1988) maintains that decision making meetings need to follow a
specific structure. The rational decision process includes the following steps:

Study / discus / analyze the situation

Define the problem
Set an objective
State imperatives and desirables
Generate alternatives
Establish evaluation criteria
Evaluate alternatives
Choose among alternatives

One other aspect of decision making is the necessity for participants in the
meeting to be aware of one anothers needs and perceptions. If these are not effectively
communicated, if there is an insufficient degree of understanding of one anothers
requirements, then an acceptable conclusion is unlikely to be reached. There are four
essential elements in decision making; awareness, understanding; empathy; and
perception.
It is only when we accept that communications are a two-way process that any
form of communication, including decision making, will become genuinely successful
and effective. Decision making is not always an identifiable activity. Frequently the
discussion can evolve into a consensus which can be recognized and verbalized by the
leader without the need to put things to the vote.
C. Answer the following questions
1. What is the reason of conducting a meeting?
2. In your opinion, what does define the problem mean?
3. What is the other aspect of decision making?
4. What are the four essential elements in decision making?
5. What do you know about a two-way process?

29

D. Study the dialog below

James
: thank you very much for coming today. On the agenda, youll see there
are two items we will discuss. And the objective is that we would like to
discuss different ideas about how to increase the quality of the product.
First, Id like to ask Mr. Thomas to share his ideas.
Thomas
: good morning Mr. James and everyone. Thank you for allowing me to
share my ideas. I think it is important for us to have a deep research on
refining the product.
James
: I think I agree with you, Mr. Thomas. Can you please tell us in detail,
what do you mean by having a deep research?
Thomas
: Deep research means that we try to conduct an experiment, try and error
strategy to figure out both the strength and weakness of the product.
From the result we can make a proper decision to get better result.
James
: Thanks for sharpening your argument, Mr. Thomas. I get it now. Next,
what about the budgeting constraint? How can we manage the cost if we
want to improve our product? Miss Maria, do you have something to
say?
Maria
: thank you Mr. James. I think we need to consider the cost carefully
because we can still make an improvement of the product by
determining what to purchase and not. This will help us save the money.
James
: I see. Thats a good idea. I think well consider that. Well, I can conclude
that from our discussion, first we need to conduct a further research to
figure out both the strength and weakness and the second we need to
carefully consider what need to be purchased or not. Thank you very
much for our meeting today.
E. Expressions: useful phrases in conversation
Opening the meeting
Thank you for coming
Its ten oclock. Lets start
Any comments on our previous
meeting?
Stating objectives
Were here to hear about plans
for
Our objective is to discuss different
ideas
What we want to do today is to
reach a decision
Calling on speaker
So, what you are saying is
Can we hear from Mr. ?
Id like to ask Mr. to share his
ideas.

Introducing the agenda

Youve all seen the agenda
In the agenda, youll see there are
three items
There is one main item to discuss
Introducing discussion
The background to the problem is
The point we have to understand
is
This issue is about

Summarizing and closing

I think weve covered everything
So weve decided
I think we can close the meeting
now

F. Work in a group of four. Conduct a meeting simulation about any topics. Follow the
guidelines below:
1. Welcome the participants to the meeting
2. State the objectives of the meeting
3. Introduce the agenda
4. Introduce the speaker

30

5. Summarize the discussion

Unit 12 What do you mean by
A. Match each of the following words with its meaning
1. Close
a. to give something out to several people
2. Distribute
b. to change from being open to not being open
3. Inform
c. to feel or experience something
4. View
d. to watch something
5. Make
e. to produce something
6. Experience
f. to consider or have an opinion about something or someone
7. Solicit
g. to ask someone for money, information or help
8. Improve
h. to include something in a list
9. Regard
i. to tell someone about particular facts
10. List
j. to (cause something to) get better
B. Read the following text
Regardless of the type of meeting (information or decision making), it is
important to close with a restatement of objective, a summary of what was accomplished,
and a list of agreed action that needs to be taken.
After the meeting, it is essential to follow up with action. A brief memorandum of
conclusions should be written and distributed. Inform appropriate people who did not
attend the meeting about essential decisions made.
Finally, each meeting should be viewed as a learning experience. Future meetings
should be improved by soliciting evaluations and deciding what action is required to
conduct better meetings.
C. Answer the following questions
1. What is the text about?
2. What is the main idea of the first paragraph?
3. What is the main idea of the second paragraph?
4. What is the main idea of the last paragraph?
5. What can you conclude from the text?
D. Read the following email
To
: backtothefuture@yahoo.com
Sent
: August, 30th 2014
Subject : Banyuwangi trade fair
Maria,
Following our telephone conversation I confirm that we will meet at Interlink
stand at the Banyuwangi Trade Fair on September, 1st sometime during the afternoon.
I look forward to talking about our products and services. I attach the details of
some new products that I think will interest you. We can discuss these when we meet.
It would be nice to meet socially when in Banyuwangi. I wonder if you would be
free to join me and a colleague for the evening of Saturday 30? We plan to meet the
Hilton hotel, in the lobby, at about 08.30. do let me know if you can join us and of course
we would be pleased if you would like to bring a colleague or a partner.

31

We look forward to meeting you soon.

Product

Best wishes,

and

Thomas

services

Product Development
E. State T (true) or F (false) based on the text and correct if necessary
6. Both Maria and Thomas will meet once
7. They will meet on 30 August at around 08.30 in the morning
8. Maria will stay in Hilton hotel
9. Thomas attaches the details of some new products
10. Thomas is a Product development
F. Read once again the email above and reply it
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________