wrong he's got to take chargea bit
like this
Meet Anna, Paul, Denise and Tom.
English at Work focuses on English
communication in the office. Join Neil
in this special introductory programme
as he finds out about the characters
who work in the offices of Tip Top
Trading.
Here are the key phrases in this episode:
A good example that comes to mind...
I'm particularly proud of...
Timekeeping is important to me.
Listening Challenge
What kind of company is Tip Top Trading?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hi, I'm Neil. Thanks for joining me
on English at Work - a new series of
programmes set in an office, full of top
tips to help you learn some useful
business language which you could
use in the workplace. In the next few
minutes you can join me on an
introductory tour around one of
London's biggest imitation plastic fruit
manufacturers, called Tip Top Trading.
We're going to hear from some of the
employees that work so hard to keep
the business running smoothly. So
come on then! Let's step into the
office and eavesdrop on Tip Top
Trading's possible newest recruit. I say
'possible' because she is still being
interviewed for the job of Sales
Executive
Anna: Firstly, this job is an ideal match for
my skills and experience: I've spent
several years working in sales and I
get on with people easily. Well, I mean,
apart from the ones I don't like of
course! Secondly, I know Tip Top
Trading is one of the fastest-growing
companies in London, and I want to be
part of that.
Paul: That's absolutely right. Tip Top Trading
is the fastest-growing company in the
plastic fruits sector.
Narrator: Well said, Anna! If she gets that job
I'm sure she'll be an asset to the
company. The decision is in the hands
of Manager, Paul, who we heard there.
He's a nice guy really, a little
disorganised, but when things go
Paul: Yesterday was not a great day. Two
clients came in with serious
complaints. Mrs Kumquat received a
delivery of imitation bananas that
were purple not very convincing, and
Mr Lime ordered grapefruits, but got
pineapples. Tom!
Tom: Yeah, listen...
Paul: Were you responsible for these errors?
Tom: Well... yes, but -
Paul: Look, mistakes happen. But it seems
that Mrs Kumquat left our offices even
angrier than when she came in and
she says she will never use Tip Top
Trading again!
Tom: I tried my best.
Paul: Hmmm.
Narrator: Ah yes, Tom! I hadn't warned you
about Tom, one of the company's top
Sales Executives he's good.
Tom: [on phone] Tom speaking. Yah! Frankie!
So what's the latest, are we on?
Narrator: but his interpersonal skills need
working on. Listen to this!
Tom: My computer has crashed. I've lost my
phone. And there's a big, BIG problem
with my timetable. I have two
meetings scheduled at the same time
with two extremely important clients. I
can't do them both at once!
Narrator: See what I mean! Now, every office
needs a good office assistant and Tip
Top Trading is no exception. It's got
Denise, who's there to assist, organise
and sometimes make the tea
Denise: Oh sorry excuse me, here's your tea
Paul.
Paul: Thanks Denise.
Narrator: But goodness! She likes to talk
Denise: Really! "Denise do this! Denise do
that!"\I'm telling you Sharon, I've
almost had enough! I get treated like
I'm some kind of servant!
Narrator: That's Denise! I think we'll just
leave the office now and let them get
on with their work. So that's Tip Top
Trading. There are plenty of other
people we'll meet along the way so
go on why don't you join me for
English at Work from
bbclearningenglish.com. See ya!
Listening Challenge - Answer
What kind of company is Tip Top Trading?
Tip Top Trading is a plastic fruit manufacturer.
ep01 - The Interview Anna: Oh rightmmm.well a good example
that comes to mind is when I was
Tip Top Trading is the fastest-growing
involved with a campaign to promote
company in the plastic fruit sector,
and sell a new range of clothes I
and Anna desperately wants to be a
loved doing it and it was
part of it. Her job interview for a
Denise: Oh sorry, excuse me, here's your tea
position in sales is going to be a
Paul.
challenge. How will she cope?
Paul: Thanks Denise. Now Anna, it looks like
Language for interviews
you've achieved a lot during your time
This programme focuses on useful language
at university. Could you give me an
for job interviews.
example of good team working during
Phrases from the programme:
your time there?
A good example that comes to mind
Denise: Sorry! I forgot the sugar.
I'm particularly proud of
Paul: Thank you Denise.
Timekeeping is important to me.
Anna: Hmm, so you want an example? I was
Listening Challenge
the treasurer of the debating society
What was Anna's role in the university
at university. That was OK I suppose.
debating society?
Narrator: Come on Anna. Be more
The answer is at the bottom of the transcript
enthusiastic the debating society is
below.
exciting!
Transcript:
Anna: I mean I'm particularly proud of how
Narrator: Hold tight please! This is Anna, on
I organised the finances for the
a bus going to an interview for a job as
debating society. We had a very small
a sales executive at Tip Top Trading
budget and I had to make decisions on
one of London's fastest growing
what to buy.
companies. How are you feeling Anna?
Narrator: I like it! "I'm particularly proud of" -
Anna: Oh, a little nervous but I really want
Positive but not boasting. You're doing
this job.
well.
Narrator: Well don't worry Anna, as long as
Paul: Very impressive so you're a good
you say the right things, you'll be fine.
planner Anna! We like organised
Anna: The right things!? Like what?
people here... ooops, silly me. I
Narrator: You need to sell yourself, be
seemed to have spilt tea over your CV.
confident, not arrogant and give
Anna: Oh, do you need some help?
examples. Like: A good example that
Paul: Oh noI'm sure it'll dry out carry on
comes to mind. I'm particularly proud
please
of. Timekeeping is important to me.
Anna: Also timekeeping is important to
Anna: Oh right. Thanks. Perhaps you can
me
come with me?
Narrator: "Timekeeping is important to me"
Narrator: Sorry Anna, you're on your own
that's good!
now but we'll be listening in. Look!
Anna: I always try to complete my work on
You've just arrived. Good luck!
time. At university I never handed my
Paul: Come in. Hello, I'm Paul, the Manager of
assignments in late.
Tip Top Trading. And you must be.?
Paul: That's good to hear. We like punctuality
Anna: It's Anna.
here
Paul: Yes, very good. Thanks for coming. Now
Denise: Excuse me Paul. Sorry it's a bit late
somewhere in this pile, I've got your
but I thought you might like a biscuit
CV
with your tea.
Anna: Err, is that it there?
Paul: Hmm thanks.oh lovely, custard
Paul: Oh yes, thanks Hannah. Your
creams mmm. Now Hannah, finally I
qualifications look impressive but what
wanted to ask you what exactly made
sales experience can you bring to our
you apply for this job at this company?
company?
Anna: Errrr ooo well. The reason I applied
Anna: I worked in a shop once.
is.
Narrator: Ohhh Anna! Sell yourself. Give a
Narrator: Yes, yes, yes Anna? Do you need a
good example!
bit more time to think?
Anna: Errrmmm
Narrator: What's she going to say? How
would you answer that? Join us next
time to find out. Before we go, here's a
reminder of some of the great lines
Anna's used today A good example
that comes to mind I'm particularly
proud of. Timekeeping is important to
me. Until next time, bye bye!
Listening Challenge - Answer
What was Anna's role in the university
debating society?
She was treasurer.
ep02 - The Interruption
Anna's job interview continues. But with all
the pressure and stress, she has
frozen mid-sentence, unable to find
the right word in English for what she
wants to say.
Structuring answers
The programme looks at useful phrases for
structuring answers in a job interview.
Phrases from the programme:
Firstly, this job is an ideal match for my skills
and experience.
Secondly,...
Above all, the reason I want this job is...
Listening Challenge
What word is Anna struggling to remember
that means being very enthusiastic
and wanting very much to succeed?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello! Welcome back to the offices
of Tip Top Trading, where Anna's
interview for a sales job continues.
When we last said goodbye, Tip Top
boss Paul had asked Anna why she
wanted the job. First she said:
Anna: Errr... mmmmm...
Narrator: Since then, she's added:
Anna: Mmmm... errr...
Narrator: And as we join her again, Anna is
saying:
Anna: Well, errrr... I'm errr.
Narrator: Come on, Anna! If you can't think
of the word you need, find another
way of saying it.
Anna: I am... Well, I really, really want this
job and I am willing to work very hard
if I get it.
Paul: So youre very motivated, then?
Anna: Motivated! Yes, thats it. I am really
motivated.
Paul: Good! Why?
Narrator: Now over to you Anna; structure
your answer! Say, 'firstly', then give
your first reason, 'secondly' and then a
second reason. Then say, 'above all'
and give a really, really good,
enthusiastic final reason! Go for it:
firstly!
Anna: Firstly!
Paul: Firstly...?
Anna: Firstly, this job is an ideal match for
my skills and experience: I've spent
several years working in sales and I
get on with people easily. Well, I mean,
apart from the ones I don't like, of
course. Secondly, I know Tip Top
Trading is one of the fastest-growing
companies in London, and I want to be
part of that.
Paul: That's absolutely right. Tip Top Trading
is the fastest-growing company in the
plastic fruit sector. But enough about
the company; this is all about you,
Annabel.
Anna: Anna.
Paul: Sorry, Anna. Where were we?
Anna: Well, I said that firstly, this job is an
ideal match for my skills and
experience, secondly, the company is
growing fast... and and above all
the reason I want this job is
Paul: Yes? (knock on the door) Denise! Is
everything alright?
Denise: No Paul, its not. Everything is not
OK!
Paul: You look pale. Here, sit down, drink
what's left of my tea.
Denise: Oh, thank you! Oh what are those
bits floating in it?
Paul: Oh they're just lumps of soggy biscuit.
In fact, if I can just... get that bit out...
with my finger... for you Mmm,
delicious! Now, tell me what
happened.
Denise: Well, it's terrible...
Narrator: Oh dear! Just as Anna was doing
really well, it looks like her interview
has come to a sudden end. Whats
happened? Join us next time to find
out. But before we go, here's a
reminder of how Anna structured her
response:
Firstly, this job is an ideal match for my skills
and experience
Secondly, I know Tip Top Trading is one of the
fastest-growing companiesin London
and
above all the reason I want this job is
Anna couldnt remember the word
motivated, so she just found another
way of saying what she meant.
I really, really want the job and I am willing
to work very hard if I get it.
Nice work, Anna! Let's hope you get the
chance to finish your interview next
week!
Listening Challenge - Answer
What word is Anna struggling to remember
that means being very enthusiastic
and wanting very much to succeed?
Motivated.
ep03 - The Crisis
Denise explains why she's in such a state of
panic and Paul is not pleased. Will
Anna be able to help resolve the
crisis?
Language for making suggestions
This episode explores language for making
suggestions.
Phrases from the programme:
Can I make a suggestion?
Why don't you try...?
Have you tried asking your colleagues?
Maybe I could do a big office search for
you...?
How about looking through your rubbish
bin...?
I have an idea!
Listening Challenge
Why was the memory stick wet?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Here we are again at Tip Top
Trading, where Anna's interview for a
sales job has been suddenly
interrupted. Office assistant Denise
has entered the room, looking very
worried. What's wrong? And will Anna
have any suggestions that might help?
Denise: I don't know what to do!
Paul: So what's the matter Denise?
Denise: You know the PowerPoint
presentation?
Paul: The one we've been preparing for the
last two months?
Denise: Yes.
Paul: The one that's very, very important and
that we need this afternoon?
Denise: That one.
Paul: Aha.
Denise: We've lost everything!
Paul: No!
Denise: I had it on a USB stick, to transfer it,
but the stick has vanished!
Narrator: Right Anna, now is your chance to
help them find solutions to the
problem.
You'll need phrases like:
Can I make a suggestion?
Why don't you...?
Have you tried...?
Maybe we could...?
How about...?
I have an idea!
Paul: But don't you have it saved on your
computer?
Denise: No, it was taking up a lot of space, so
I deleted it.
Paul: So you have lost the only copy we
have.
Denise: Yes.
Narrator: What idiots! I've never seen such a
disorganised office. Go on, you'd
better help them, Anna.
Anna: Can I make a suggestion?
Paul: Yes, please do!
Anna: Why don't you try looking in your
recycle bin? It might still be there.
Denise: I did. It isn't.
Anna: Have you tried asking your colleagues
if they've seen the memory stick?
Denise: I did. They haven't.
Anna: How about looking through your
rubbish bin to see if you threw it away
by mistake?
Denise: (getting shirty) I don't do silly things
like that!
Paul: All very sensible suggestions Anna,
thank you.
Anna: Maybe I could do a big office search
for you...? I'm good at finding things.
Denise: There are confidential documents in
this office non-staff are not allowed
to see them.
Paul: Now, now Denise. Why don't you drink
up that nice tea?
Anna: I have an idea! Did you ever email the
presentation to anyone?
Paul: Golly gosh, you did Denise! You emailed
it to me to proof-read. It'll be in my
inbox somewhere. Good thinking
Anna!
Denise: I was just about to suggest that ep04 - Doing lunch
myself.
Anna is determined to be friendly with her
Paul: Problem solved. Thank you Anna!
new colleagues and to make a good
Anna: Pleasure.
impression. Unfortunately, a slight
Narrator: Well done Anna!
misunderstanding leads her to make
Paul: Right, now please leave us Denise.
an embarrassing mistake.
Anna and I will continue our interview.
Introducing yourself
Would you like a biscuit Anna?
This episode explores expressions you can
Anna: Thank you. Oh, what's that?
use to introduce yourself and make
Paul: Oh golly gosh, the USB stick! It was
small talk in the office.
mixed in with the plate of biscuits that
Phrases from the programme:
Denise brought in.
Hello, I don't think we've met.
Anna: It's wet
You must be Tom.
Paul: Yes, I think maybe I stirred my tea with
I've just joined the team.
it at one point. Oh well. Now, where
Nice to meet you!
were we...? My goodness, it's 11
Have you worked here long?
o'clock! I have a meeting right now!
Listening Challenge
I'm afraid I'm going to have to go. But
What is Tom's job title at Tip Top Trading?
I've made my mind up about you
The answer is at the bottom of the transcript
anyway. I suppose you'd like to know if
below:
you've got the job?
Transcript:
Anna: Yes please!
Narrator: Last week, Anna got the job of
Narrator: Ah - Stop right there! I'm sure
sales executive at Tip Top Trading,
everybody would like to know if Anna's
thanks to her quick-thinking in an
got the job but everybody's going to
office crisis. Today it's her first day in
have to wait until we've heard her
the office. How are you feeling now,
helpful phrases once again:
Anna?
Can I make a suggestion?
Anna: Excited, but a bit worried. I really want
Why don't you try looking in your recycle
to make a good first impression.
bin?
Narrator: Well, you're going to need some
Have you tried asking your colleagues if
phrases to introduce yourself politely,
they've seen the memory stick?
such as:
How about...?
Hello, I don't think we've met.
Maybe I could do a big office search for
You must be and say the person's name.
you...?
I've just joined the team.
How about looking through your rubbish
Nice to meet you.
bin...?
Have you worked here long?
I have an idea!
Why don't you start by saying hello to Tom
Paul: Anna, we need someone who can think
Darcy, the Senior Account Manager?
on her feet and who is a first-rate
Tom: Yah, yah, no, yah, yah, OK, yah. I'll seal
people person. Someone who sees
the deal, yah, no worries. OK, see ya
solutions, not problems... someone like
mate, bye!
you! So if you want the job, it's yours!
Anna: Hello, I don't think we've met.
Narrator: Ah, now think carefully Anna do
Tom: No.
you really want to work for these
Anna: You must be Tom. I'm Anna. I've just
people? They seem a bit...
joined the team.
disorganised.
Tom: Uh huh.
Anna: I would definitely like the job! Thank
Anna: Nice to meet you. Have you worked
you!
here long?
Narrator: So be it. Join us again next week for
Tom: Sorry, I'm quite busy right now I've
Anna's first day as a sales executive at
got a big deal just coming through. But
Tip Top Trading.
let's get together sometime. Um... can
Listening Challenge - Answer
you do lunch tomorrow?
Why was the memory stick wet?
Anna: You want me to do lunch? Well, I'm not
Because it had been in Pauls tea.
very -
Tom: Sorry, important client. Lunch tomorrow
at 12.30 then?
(On the phone) Tom speaking. Yah! Frankie!
So what's the latest, are we on?
Anna: Well, OK then.
Narrator: Great Anna! You used some nice
phrases to introduce yourself. It's a
shame Tom thinks he's too important
to do the same.
Anna: I'm sure he's just busy. But I'm a bit
worried about tomorrow!
(The next day)
Anna: Good morning Paul!
Paul: Good morning Anna, are you OK?
Anna: Fine, the kitchen's through there, isn't
it?
Paul: Er, yes.
Denise: Anna!
Anna: Oh hi, Denise!
Denise: What are you doing?
Anna: Cooking lunch for Tom.
Denise: You what?
Anna: Tom asked me to have lunch ready for
12.30.
Denise: Did he indeed?
Tom: Er, Anna.
Anna: Hi Tom!
Tom: What are you doing?
Anna: Spring rolls, followed by crispy duck in
black bean sauce.
Tom: No, I mean, why are you cooking?
Anna: Well, if I don't start now, it won't be
ready for you by 12.30.
Tom: Oh, you misunderstood me, Anna.
When I said "Can you do lunch?" it
didn't mean "Can you make lunch?" It
meant "Are you available to come to
lunch with me?" In a cafe or
something.
Anna: Oh!
Paul: Mmm... something smells good, but
what's going on here?
Denise: Anna thinks it's her job to cook for
people!
Anna: No, no, I misunderstood!
Tom: Anna just got a bit confused.
Paul: Well, never mind, it looks tasty.
Anna: There's enough for everyone if you
want some.
Paul: I think that's a splendid idea, we can
have an office picnic!
Anna: Yes!
Paul: Mmm, that sauce looks delicious.
Anna: Yes, it's my favourite.
Narrator: Well, once again everything has
worked out well for Anna! Before we
go, a reminder of the phrases she
used:
Hello, I don't think we've met.
You must be Tom.
I've just joined the team.
Nice to meet you.
Have you worked here long?
Just remember - if somebody says "Would
you like to do lunch?" they're not
usually expecting you to cook for
them! Goodbye.
Listening Challenge - Answer
What is Toms job title at Tip Top Trading?
Senior Account Manager.
ep05 - The Queen of Sheba
Anna is still getting used to how things work
in her new job. She turns to her
colleagues to ask for help, but upsets
Denise by sounding too bossy.
Language for polite requests
This episode explores language you can use
to make polite requests.
Phrases from the programme:
I was wondering if you could do something
for me...
Would you be able print out a file for me?
Could I have it within ten minutes please?
Could you possibly help me with the printer?
Would you mind writing your email later?
Listening Challenge
What reason does Tom give for being too
busy to help Anna with her printer?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back to English at Work.
We're still in Anna's first week in the
busy offices of Tip Top Trading. How's
it going Anna?
Anna: Everything's still so new to me. I keep
needing to ask people for help!
Narrator: Well, that's only natural at the
beginning. To ask people politely for
help use the words would and could.
You can also use the word please, but
don't make the mistake of thinking's
enough to make what you say polite.
Anna: Er, ok.
Paul: Hello Anna!
Anna: Oh hi, Paul!
Paul: I was wondering if you could do
something for me?
Anna: Yes of course.
Paul: Would you be able to print out a file for
me? It's a document on CBL
Convincing Bananas Limited they're
one of our suppliers. The file should
be on the system and could I have it in the
next ten minutes please, as they're on
their way here for a meeting?
Anna: Yes. Oh no, I've no idea how to find it!
Tom...?!
Tom: Er, ask Denise. She should know.
Anna: Ok, thanks Tom, I'll ask her.
Denise: (on the phone to Sharon) I'd warned
her, you know, I said 'Victoria, if you
don't change your hairdresser
Anna: Denise?
Denise: One day you'll hold on a moment.
Anna?
Anna: Please email me the background file
on CBL.
Denise: Er!
Anna: Thank you.
Denise: (on the phone) Who does that girl
think she is?... Anna... new girl... I told
you about her... yes with the
saucepans, that's the one. She's only
been
here five minutes and she's already acting
like the Queen of Sheba...
Anna: Oh and Denise, please send it to me
within five minutes, Paul needs it soon.
Thank you.
Denise: Really!
Tom: He he, good to see who's the boss, eh
Denise?
Denise: Really!
Narrator: Er, Anna, I think you've upset
Denise...?
Anna: Upset Denise?
Narrator: You were a bit rude when you asked
her to help.
Anna: Was I?
Narrator: Remember what I said Anna. Just
using please to ask someone to do
something can sound a little rude.
Anna: Oh.
Narrator: Instead of saying 'Please send me
the file' you could say 'Could you
possibly send me the file?' or 'Would
you mind sending me the file?'
Anna: Oh! English is so confusing! I'll try to
remember that. Oh no, the printer isn't
even set up! Tom?
Tom: Yeah?
Anna: Please help me withI mean, could
you possibly help me with the printer?
Tom: Er... I need to finish this email to a
really important new client.
Anna: But it's really urgent. Would you mind
writing your email later?
Tom: Okay, since you asked so nicely. Let's
have a look...
Narrator: Well, it's a good thing Anna has
understood how to use 'could' and
'would' to ask for things, before she
upsets anyone else. Let's hear those
phrases
again:
Paul: I was wondering if you could do
something for me?
Would you be able to print out a file for me?
Could I have it within ten minutes please?
Anna: Could you possibly help me with the
printer?
Would you mind writing your email later?
Narrator: The printer seems to be working
well, but how well are Anna and
Denise working together? Are these
two going to be enemies?
Denise: Really! 'Denise do this! Denise do
that!' I'm telling you Sharon, I've
almost had enough! I get treated like
I'm some kind of servant!
Listening Challenge - Answer
What reason does Tom give for being too
busy to help Anna with her printer?
Tom says he has to send an email to a client.
ep06 - Double-booked
It's chaos at Tip Top Trading. Tom is in a panic
and needs help! He has arranged
more meetings than he can cope with
and is going to have to face some
unhappy clients. Anna decides to step
in and help.
Language for offering help
This episode explores language for offering
help.
Phrases from the programme:
Is there anything I can do?
Let me help.
Can I give you a hand?
Give me a shout if you need anything.
I have an idea!
Listening Challenge
What does the company Citrus Ventures do?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: Look forward to hearing from you
soon. Kind regards, Anna.
Denise: (on the phone) ... And Margery said:
'I don't think I've ever seen a
vegetable quite that size before...'
Paul: Where's that hole-punch?!
Narrator: Ah, business as usual in the offices
of Tip Top Trading.
Tom: Oh for goodness sake! What a disaster!
I can't believe it!
Narrator: But one member of the team
seems bothered.
Tom: Arrgh!
Narrator: Anna, this is the moment to show
youre willing to help.
Anna: Yes!
Narrator: Use phrases like 'Is there anything I
can do?' 'Let me help!' or, to be more
informal, you can say, 'Can I give you
a hand?' or 'Give me a shout if you
need anything!'
Anna: Right.
Narrator: Go on!
Anna: Are you okay Tom?
Tom: (grumpily) No.
Anna: Is there anything I can do?
Tom: (grumpily) No.
Anna: Oh. What's wrong?
Tom: Everything.
Anna: I see. Can I give you a hand?
Tom: My computer has crashed. I've lost my
phone. And there's a big, big problem
with my timetable. Ive got two
meetings scheduled at the same
time with two extremely important clients. I
can't do them both at once!
Anna: Let me help.
Tom: Thanks Anna, but these are big, big
clients. They need someone of
experience.
Anna: Well, give me a shout if you need
anything!
Tom: I can handle this, alright?
Narrator: 'I can handle this'... ungrateful
idiot. But you used all the right
phrases Anna, well done. Anyway, I
bet he'll change his mind.
Denise: Oooh, I know, and the purple ones
are so much more powerful...
Tom: Anna? Could you help me?
Narrator: Ha! I told you so!
Tom: They've both arrived at once! Oh god!
I'll deal with Mrs Kumquat...
Anna: Okay.
Tom: You talk to Mr Lime, he's from a
company called Citrus Ventures. They
own hundreds of juice bars.
Denise: Are you sure that's a good idea Tom?
Tom: I don't have much choice, do I?
Denise: Well I could
Tom: Just keep him occupied Anna, tell him
how great he is... no, no, tell him how
great I am. Find out what he wants. If
it's about the - well, never
mind, just be nice.
Anna: Understood.
Tom: Mr Lime! Are you well?
Mr Lime
Yes, but I'm actually rather angry too.
Tom: Ah, well let me introduce you to Anna!
Anna: Mr Lime, it's a pleasure to meet you!
Let me help with your coat.
Mr Lime
Oh er... Thank you.
Anna: Can I give you a hand with your scarf
too, Mr Lime?
Mr Lime
Oh... Thanks.
Anna: Now, please come this way and you
can tell me what's wrong.
Narrator: Well done! Anna used some good
phrases to step in and help with this
mess. Let's hear them again:
Is there anything I can do?
Let me help.
Can I give you a hand?
Give me a shout if you need anything.
But Mr Lime is obviously upset about
something. What is it? And how will
Anna deal with the problem? Let's
hope it doesn't end in disaster!
Listening Challenge - Answer
What does the company Citrus Ventures do?
It runs juice bars.
ep07 - Mr Lime's grapefruits
Mr Lime is not happy. He ordered grapefruit
from Tip Top Trading, but he got
pineapples. Time to say sorry! Anna
has to apologise and sort everything
out. How embarrassing!
Apologising:
This episode explores language for
apologising.
Phrases from the programme:
I'm really sorry to hear that.
That's totally unacceptable.
It must have been very inconvenient for you.
You have my word that we will sort this out.
And we could include some of our latest-
edition imitation oranges to make up
for the inconvenience.
I promise you, it won't happen again.
Listening Challenge
How many plastic grapefruit was Mr Lime
meant to receive from Tip Top Trading?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Ah hello! Welcome back to Tip Top
Trading the UK's leading wholesaler
of imitation fruit. Today you're joining
us in the middle of the action! Anna is
with an important client Mr Lime, from
Citrus Ventures. He's angry and she'll
have to calm him down. She could
cope brilliantly here or this could be a
horrible mess!
Anna: Well Mr Lime, how can I help you?
Mr Lime
On Monday I was meant to receive 8,000
plastic grapefruit from Tip Top Trading.
Anna: Yes.
Mr Lime
The delivery was made on Tuesday.
Anna: Oh dear.
Mr Lime
And instead of 8,000 plastic grapefruit, I got
800,000 plastic pineapples!
Narrator: Right Anna, this is serious. You're
going to have to apologise and show
that you really mean it. Say: I'm really
sorry to hear that.
Anna: I'm really sorry to hear that, Mr Lime.
Mr Lime
What on earth am I going to do with 800,000
plastic pineapples?
Narrator: Show Mr Lime that you understand
the problem. These are phrases you
can use: That's totally unacceptable.
That must have been very
inconvenient for you. And then
promise to fix the problem. Say: You
have my word that we will sort this
out. We can do something to make up
for the inconvenience. It won't happen
again.
Mr Lime
800,000 plastic pineapples!
Anna: That's totally unacceptable.
Mr Lime
I didn't even have anywhere to put them -
and pineapples are so much bigger
than grapefruit!
Anna: It must have been very inconvenient
for you.
Mr Lime
It certainly was! When he took my order,
your colleague Tom told me that Tip
Top Trading was the most reliable firm
in the industry!
Anna: You have my word that we will sort this
out. We'll remove the pineapples and
have your grapefruit sent via express
delivery this afternoon.
Mr Lime
Good. Thank you.
Anna: And we could include some of our
latest-edition imitation oranges to
make up for the inconvenience.
Mr Lime
Oh! Well, that would be nice!
Narrator: Tip top Anna! Excellent work and
excellent words.
Anna: They're made with revolutionary
premium faux-orange, laser-curve
definition technology... you will be the
first to have them!
Mr Lime
Wow, now that's good customer service! Tell
me, do you have any other artificial
fruits in this range?
Anna: Yes. Well, it's a bit of a secret, but
you're a trusted client, so I think I can
tell you...
Mr Lime
Go on...
Anna: We're about to unveil a new Imperial
Lemon.
Mr Lime
Really?
Anna: I can't tell you any more for now. But
Mr Lime
Yes...
Anna: Maybe we could present it to you more
formally in a couple of weeks, when
it's ready for release...?
Mr Lime
Sounds perfect.
Anna: You would be the first to see it!
Mr Lime
Excellent. Thank you, er... Anna, isn't it?
Anna: Yes.
Mr Lime
A very pretty name.
Anna: Thanks. It's spelled the same forwards
and backwards.
Mr Lime
Is it really?
Anna: Anyway, Mr Lime, we'll fix this
grapefruit problem for you, and I
promise you, it won't happen again.
Mr Lime
Good, good. You're new here, aren't you
Anna?
Anna: Yes.
Mr Lime
Well I look forward to working with you.
Narrator: What a success! Mr Lime has come
away a very happy customer! Here are
the phrases Anna used while
apologising:
I'm really sorry to hear that, Mr Lime.
That's totally unacceptable.
It must have been very inconvenient for you.
You have my word that we will sort this out.
And we could include some of our latest-
edition imitation oranges to make up
for the inconvenience.
I promise you, it won't happen again.
What will Anna's boss Paul have to say about
her work today? Join us next week to
find out.
Listening Challenge - Answer
How many plastic grapefruit was Mr Lime
meant to receive from Tip Top Trading?
8,000
ep08 - Room 301
The boss isn't happy with Tom! But Anna is
told 'Well done!' Find out what words
he uses to give Anna the praise she
deserves...
Language for giving praise
This episode explores language for giving
praise.
Phrases from the programme:
Well done.
You were in a difficult situation and you
handled it well.
Great job. I'm really impressed.
Listening Challenge
In which country is the big boss of Tip Top
Trading based?
The answer is at the bottom of the transcript
below:
Transcript:
Paul: Good afternoon.
Anna & Tom
Hi, good afternoon.
Paul: Anna, Tom, room 301 please. Now.
Narrator: Welcome back to Tip Top Trading,
where things are a teeny bit tense
today. Paul has called Tom and Anna
into room 301, the place where
difficult conversations happen.
Perhaps Paul has found out about
yesterday's unhappy clients.
Anna: Oh dear.
Narrator: You should be okay Anna. After the
way you coped with Mr Lime, you
should be praised.
Anna: Really? What do you think Paul will
say?
Narrator: Well, if he is pleased, he'll say
things like:
Well done.
You handled it well.
Great job.
I'm really impressed.
Anna: And if he's not?
Narrator: Well, I suppose oop. Heres Paul
now!
Paul: Well, Tom, Anna... Yesterday was not a
great day. Two clients came in with
serious complaints. Mrs Kumquat
received a delivery of imitation
bananas that were purple, not very
convincing. And Mr Lime ordered
grapefruits, but got pineapples. Tom.
Tom: Yes.
Paul: Were you responsible for these errors?
Tom: Well... yes, but
Paul: Look, mistakes happen. But it seems
that Mrs Kumquat left our offices even
angrier than when she came in and
she says she will never use Tip Top
Trading again.
Tom: I tried my best.
Paul: Hmmm. I understand you told her to
spray-paint the bananas and to 'stop
being such a miserable old witch'.
Tom: Yeah, well look, she'd been very rude to
me.
Paul: If you weren't such a good salesman I
would fire you for that. Anna.
Anna: Yes.
Paul: Well done. Not only was Mr Lime
satisfied that his problem would be
resolved, but we might even get some
extra business from him, thanks to
your Imperial Lemon proposal.
Anna: I hope so.
Paul: You were in a difficult situation and you
handled it well. You remained calm,
friendly and professional. So, great
job. I'm really impressed. I'm going
to
(phone rings)
Paul: Who's that? Oh no. It's a call from the
USA.
Tom: Oh god!
Anna: What?
Tom: It's the boss!
Anna: Whose boss?
Tom: Ours! The big, big boss, based in
America.
Paul: Shhhh! (on the phone) Hellooo? Ah,
good afternoon Mr Socrates, I mean,
er- morning, ha ha, where you are it's
yes, no, n-yes . I'm not sure. Mrs
Kumquat did she? well, it was
very unfortunate . purple, yes .
totally unacceptable . I will. If you'd
like I could . Mr Socrates? Hello? Mr
Socrates? Oh, he's gone. Right where
was I? Tom, great work. Anna, I'm
disappointed. No, no, Anna, great
work, I want you to take charge of the
Imperial Lemon presentation. Tom, if
you speak to a client like that again
there will be disciplinary action. Mrs
Kumquat was so angry she even
emailed Mr Socrates. Ok, thats it.
Narrator: Phew! What a relief for Anna. Let's
listen again to some of the phrases
Paul used to praise her:
Well done.
You were in a difficult situation and you
handled it well.
So, great job. I'm really impressed.
He also explained why he thought Anna had
done a good job:
You remained calm, friendly and professional.
Excellent work Anna. But Tom's mistakes
have given everyone a lot of work to
do tomorrow.
Paul: First thing tomorrow we need to sort
this mess out. Tom, I want you to
phone every single client and check
the orders. Anna, you can go to the
warehouse and find out what's going
on in there!
Listening Challenge - Answer
In which country is the 'big boss' of Tip Top
Trading based?
America / United States
ep09 - The warehouse
Anna's checking up on some orders today. As
a result of some embarrassing
mistakes in deliveries, Tip Top
Trading's big boss in America has
ordered a re-check of every order this
month. Let's hear how she checks on
things in the warehouse.
Language for checking information
This episode explores language for checking
information.
Phrases from the programme:
I just want to make sure that...
Could you possibly clarify...
I just want to check...
Just to be absolutely clear...
One thing I wasn't sure of was...
Listening Challenge
What kind of fruit was sent out to Mr Berry of
Bluetree Enterprise?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back! This is what's
happening today: as a result of some
embarrassing mistakes in deliveries,
Tip Top Trading's big boss in America
has ordered a re-check of every order
this month. So, Paul is talking to key
customers to see if they've got what
they needed:
Paul: I just want to check you're happy with
the grapes?
Narrator: Tom, whom we all know was
responsible for the disaster, is phoning
his clients to make sure he has the
correct information about what they
want:
Tom: Ya, yah, I just want to make absolutely
sure we get the order right for you and
have the correct number of fruit...
Narrator: Denise is, well, talking on the
phone to a friend.
Denise: Brown shoes don't look right on him!
He's not a brown shoe sort of person...
Narrator: Anna has to go down to the
warehouse, where the products are
prepared for delivery.
Anna: I have to speak to Mr Ingle. Apparently
he's not very friendly! He might not
like me asking lots of questions!
Narrator: Well, be polite, and start your
sentences with things like:
I just want to make sure that...
Could you possibly clarify...
I just want to check...
Just to be absolutely clear...
One thing I wasn't sure of was...
Good luck!
Anna: Mr Ingle, I don't think we've met yet,
I'm Anna.
Ingle: Hello. Oi! What are you doing with
those boxes? I told you to put them in
storage. Anna, is it?
Anna: Yes, sorry to bother you, I just want to
check something. We've had a few
problems with orders.
Ingle: Well, that's not my fault. I do exactly
what I'm asked to do. (To workers) No,
not there, in storage!
Anna: Oh, well, I just want to make sure
that.
Ingle: Thirty years I've been doing this job,
and I've never made a mistake.
Anna: Of course, but because we've had
problems, we need to make absolutely
sure that all deliveries are correct.
Ingle: Humph.
Anna: Could you possibly clarify what went
out in today's delivery to Mr Berry of,
er, Bluetree Enterprises?
Ingle: 500 redcurrants.
Anna: Right. That's fine.
Narrator: Well done Anna, this is going very
well. Remember that other phrase "I
just want to check"
Anna: OK. Now, I just want to check what
was sent to Cocoline Limited it
should have been fifteen mangos...
Ingle: Yeah. That's right.
Anna: Great, and just to be absolutely clear,
you sent the soft mangos, not the
plastic ones?
Ingle: Yes, just like I was told to.
Anna: Good. One thing I wasn't sure of was
whether we had enough yellow
bananas in stock I know there are
some purple ones, but...
Ingle: Yeah well, we do need more yellow
bananas.
Anna: Okay, I'll just write that down. Thank
you Mr Ingle. By the way, I like your
overalls!
Ingle: Oh thanks.
Narrator: Well he was a bit unfriendly, but
Anna got what she needed. Here are
the phrases she used:
I just want to make sure that...
Could you possibly clarify...
I just want to check...
Just to be absolutely clear...
One thing I wasn't sure of was...
Well, everything in the warehouse seems to
be okay. Back in the office, Tom is
having less luck.
Tom: (on the phone) Really? Here it says
5,000 not five... oh...
Narrator: It's going to be a long day for him!
Until next time. Bye!
Listening Challenge - Answer
What kind of fruit was sent out to Mr Berry of
Bluetree Enterprise?
Redcurrants.
ep10 - The brainstorm
Tom, Anna and Denise get together to share
their ideas about Tip Top Trading's
upcoming launch, but they can't agree
on things! Anna's ideas are met with
some negative comments and she has
to learn how to disagree with the
other's viewpoint in a confident but
polite manner.
Language for disagreeing
This episode explores language to use when
you want to disagree with somebody
else's ideas and put forward your
viewpoint..
Phrases from the programme:
Well, I'm not so sure about that...
I see your point but I actually think...
Listening Challenge
What discount does Anna suggest giving to
their clients who order the Imperial
Lemons?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome! The team at Tip Top
Trading are hard at work, making plans
for the launch and presentation of
their latest product: the revolutionary,
almost real Imperial Lemon. They are
'brainstorming', sharing ideas on how
to make their lemon a success.
Tom: But it needs to be bright!
Anna: This is much more exciting.
Denise: But having three colours would work
better.
Narrator: There is a lot of disagreement
going on, which is putting Anna's
vocabulary to the test!
Paul: Right, I'm taking the final decision: the
colour scheme will be green and
yellow, so that's that. Now, the first
presentation will be to er, Mr, er,
Slime.
Anna: Mr Lime.
Paul: Oh, er, Mr Lime - that bit of biscuit
looked like an 's' Mr Lime, thank you
Annabel.
Anna: Anna.
Paul: Mr Lime and his team at Citrus
Ventures. Ideas please!
Anna: Why don't we offer Citrus Ventures a
special opening offer: 20% off Imperial
Lemon orders made this month.
Paul: Hmm...
Anna: We could even do that for all our
regular clients.
Denise: That would be a big risk.
Anna: No.
Denise: If we do that once, all our clients will
start asking for 20% off everything.
Anna: No, I disagree.
Denise: We'll be bankrupt!
Anna: No, you're wrong.
Narrator: Er- Anna, maybe you should find a
better way of saying you disagree with
Denise.
Anna: I'm so frustrated! I can't think of the
right words.
Narrator: It helps if you try phrases like:
Well, I'm not so sure about that... then
explain why.
Or start your sentence with 'but' when you
want to disagree with what has just
been said.
Or, to seem more polite, you can try:
I see your point, but actually I think...
Anna: I'll try.
Narrator: And don't be aggressive Anna - and
give your reasons too, or you'll upset
Denise again!
Anna: OK. Well, I'm not so sure about that. I
think it will improve our sales of
lemons and make our clients happy.
Happy clients will come back to buy
more.
Paul: Yes, that's a good point Annabe - Anna.
Tom: But 20% is a lot maybe 5% would be
better.
Anna: But if we're going to make a special
offer, we should make it so good that
everyone will say yes!
Denise: But people might think there's
something wrong with our lemons and
that we're desperate to get rid of
them.
Anna: I see your point, but, if we explain this
is just a special offer for special
clients, they'll understand.
Paul: I like that idea. Good: 20% off for all
regular clients just for this month.
Anna, you'll be making the
presentation to Citrus Ventures, so
make sure you include that offer.
Tom: Uh-huh.
Anna: Yes.
Paul: Right, next, what photos do we have of
the lemons...?
Narrator: Finding the right words to disagree
in meetings isn't always easy, but
Anna managed in the end. She started
sentences with this short word to show
that she was about to disagree with
what had just been said:
But...
And used these phrases:
I'm not so sure about that......
I see your point, but actually I think...
The next big challenge for Anna will be her
presentation to Citrus Ventures. Join us
again soon to find out what happens!
Anna: I've got to do a good job but it's going
to take me ages. Ah well, I had better
get started otherwise I'm going to be
here all night!
Listening Challenge - Answer
What discount does Anna suggest giving to
their clients who order the Imperial
Lemons?
20%
ep11 - Overtime
Someone's been working very long hours at
Tip Top Trading. Anna is burning the
candle at both ends in other words
shes working from early until late
preparing for the launch of their latest
product the Imperial Lemon. Denise
is concerned about her working
overtime, something she would never
consider doing. But will Anna's extra
efforts pay off or will she end up
selling bananas instead of lemons?
Language for working long hours
This episode explores language that
describes working overtime or working
long hours.
Phrases from the programme:
Burning the candle at both ends.
Doing overtime.
Putting in the hours.
Burning out.
Listening Challenge
What phrase does Denise use to mean Anna
will be no use to anyone?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: It's late at the offices of Tip Top
Trading. Anna is alone, working. Again.
She's been doing this all week, she
wants her presentation to Mr Lime to
be perfect so she's been spending
hours and hours on it. Anna?
Anna: Don't interrupt! I'm busy.
Narrator: Woah!
Anna: Sorry.
Narrator: Anna, you're really burning the
candle at both ends.
Anna: What?
Narrator: Burning the candle at both ends it
means working very hard working
late and getting up early to work all
the time.
Anna: Oh. I didn't know that expression.
Narrator: Well here are some more:
You're doing overtime; which means you're
working longer than office hours.
You're putting in the hours; which means you
are spending all the time needed to
achieve something.
Anna: Yes, I'm putting in the hours to make
sure my presentation is perfect.
Narrator: And if you don't mind me saying so,
you might burn out; which means you
are working so hard that you might
get very tired and run out of energy.
Anna: I'm not burning out. I'm full of energy. I
just need to finish this bit...
Denise: My goodness, nothing's locked. Do
you think we've been burgled?
Tom: Oh no! I left my lap-book and my me-
pad on the desk... and my i-top
they're worth thousands! They're all
the latest versions!
Denise: I left out my elephant mug and my
lady-curve nail file. They better not
have stolen them!
Anna: (Talking in her sleep) but it's premium,
premium, faux-orange premium!
Tom: Anna?
Denise: It's Anna, she's asleep. Anna!
Anna: (waking up with a jump) Oh! Lemons!
Denise? Tom?
Tom: Have you spent the night asleep at your
desk Anna?
Anna: Is it morning? Oh dear, yes I think so.
Denise: Well, at least we haven't been
burgled then.
Tom: Anna, you've really been burning the
candle at both ends lately.
Denise: Yes, you've been doing hours and
hours of overtime. Most people get
their work done within office hours and
anyway, we don't pay overtime here.
Youll never find me working late!
Tom: Yes, I'd noticed that Denise.
Anna: But this presentation must be perfect.
Denise: If you're not careful, you'll burn out!
Then you'll really be of no use to
anyone. You'll be as useful as a
chocolate teapot.
Tom: It's good that you're putting in the
hours Anna, but you should calm
down. Look at me, I do very successful
presentations without spending hours
preparing.
Denise: Ha!
Tom: In my presentation to Every Apple I just
swooshed in with no preparation after
a night on the town. I charmed them.
They loved me!
Narrator: Idiot. I bet he actually spent hours
preparing he just can't admit it.
Anna: Well, maybe you're right. I can't think
clearly anymore, I'm so tired. I need to
sleep properly otherwise I'll end up
trying to sell bananas instead of
lemons.
Narrator: Anna has finally got the message:
she's realised she's been working too
much. She needs to be realistic. Here's
a reminder of some of the phrases we
heard to talk about how much Anna
had been working:
Burning the candle at both ends.
Doing overtime.
Putting in the hours.
Burning out.
Let's hope she's thinking clearly by the time
she has to do her presentation. Join us
next time to find out! Bye.
Listening Challenge - Answer
Denise use to mean Anna will be no use to
anyone?
As useful as a chocolate teapot
ep12 - The big day
Presentation time! It's a big day for Anna as
she presents Tip Top Trading's new
Imperial Lemon to Mr Lime at Citrus
Ventures. This is her chance to make a
big impression on her boss Paul and
show that she can really bring in the
business. How will her presentation
turn out?
Language for opening a presentation
This episode focuses on the beginning of a
presentation and how to clearly
explain what your audience can
expect to hear.
Phrases from the programme:
My name is
Today Im going to .(and explain)
Ill start by
Then Im going to move on to discuss
And finally
Listening Challenge
Where is Annas presentation taking place?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, welcome to the offices of
Citrus Ventures! It's a big day for
Anna, she's about to present Tip Top
Trading's new Imperial Lemon to Mr
Lime and his colleagues. This must not
go wrong.
Anna: revoltionary laser-curve....
revolUtionary laser-curve... revol-
Narrator: How are you feeling today Anna?
Anna: Scared! I want to do really well. If I
mess up and Citrus Ventures doesn't
place an order, I'll be so upset.
Narrator: You're well prepared, that's the
main thing. Explain clearly how your
presentation will be organised.
Anna: OK. Oh dear, I didn't think of the very
beginning. Can you give me examples
of what I should say?
Narrator: After you've introduced yourself,
you could say:
Today I'm going to... and explain. Then say:
I'll start by...
And then I'm going to move on to discuss
And finally...
Anna: OK, like this:
Today I'm going to...
I'll start by...
And then I'm going to move on to discuss
And finally...
Narrator: Exactly.
Anna: Right, thanks, I'll try. Everything will be
fine. I feel relaxed now.
Mr Lime
Anna!
Anna: Mr Lime!
Mr Lime
How lovely to see you. You look absolutely...
I've been looking forward to this for
days! Everyone is waiting in the
meeting room. Come this way....
Anna: Oh gosh.
Mr Lime
Everyone in Citrus Ventures is very excited
about this new Imperial Lemon, so I
allowed a few extras to come and
watch, I hope you don't mind. All your
equipment has been set up so you can
begin!
Anna: Hello, I'm Anna of Top Tip Trading I
mean, Tip Top Trading, sorry! I'm very
unhappy to be here.
Narrator: Anna- focus!
Anna: I mean, I'm very happy to be here.
Narrator: Anna, breathe deeply, then say:
Today I'm going to...
Anna: Today I'm going to... Today I'm going to
present our revolutionary, new
Imperial Lemon. I'll start by telling you
a bit about Tip Top Trading and some
of the exciting new developments at
our company. And thenIm going to
move on to explain how the Imperial
Lemon is designed and what makes it
so revolutionary. And finally, you will
all have a chance to see it close up for
yourselves and ask questions. So, let's
begin. This picture shows...
Narrator: Well, as usual, Anna seems to be
turning a difficult situation into a
success. She used the phrases we
discussed, which made her opening
clear and well-structured. She said:
Today I'm going to...
I'll start by...
And then I'm going to move on to discuss
And finally...
But that's just the beginning, now she's got
to get through the rest of the pitch
how will that go?
Anna: this picture shows.oh no, why isnt
it workingI should just click on
this.oh, whats wrong with this
stupid computer!
Narrator: Uh oh! It was all going so well but
now Annas got computer problems.
What is she going to do? We'll find out
next time. Bye!
Listening Challenge - Answer
Where is Annas presentation taking place?
In the meeting room at Citrus Ventures.
ep13 - The Imperial Lemon
Oh no! Anna's making a pitch to Mr Lime and
his team at Citrus Ventures, but her
presentation is not going to plan. Her
 computer has crashed and the
presentation, along with her notes,
has frozen.
She's on her own now and all she can do is
talk... but what can she say? This is
where she really needs some skills to
help her pitch the Imperial Lemon. To
pitch something means to do a sales
presentation.
Language for pitching
This episode focuses on the language
needed to make a pitch and sell an
idea.
Phrases from the programme:
The company has a strong track record of
We're particularly proud of
The Imperial Lemon's key strengths are
Listening Challenge
What does Anna say are the key strengths of
the Imperial Lemon?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, welcome back to the offices
of Citrus Ventures!
(broken computer and murmur of people at
meeting, as proceedings have been
interrupted)
Anna's presentation to Mr Lime and his
colleagues continues... Well, almost!
Her computer has jammed and the
presentation, along with her notes, are
frozen.
Anna: Oh no, this is terrible!
Narrator: Anna, you're going to have to
manage without the slideshow or
notes. Just talk!
Anna: Just talk! Just talk! You just talk! What
on earth am I going to say? My mind is
blank.
Narrator: Try to remember the key points you
wanted to share, and give them one
by one. If you can, give some facts
that support each point. For example:
Tip Top Trading is growing fast our number
of clients doubled last year.
Use phrases like this:
The company has a strong track record of...
Let me share with you...
The Imperial Lemon's key strengths are...
Anna: OK. Ahem!
(murmurs die down)
Sorry about that, I'll just have to continue
talking without the slideshow. So,
ahem.... Tip Top Trading is growing fast
our number of clients doubled last
year. This is because our company-
Narrator: Yes, but try not to bark out
information like a robot.
Look people in the eye, slow down and try to
be more conversational.oh, and
smile!
Anna: (more conversationally) Tip Top
Trading is growing fast our number of
clients doubled last year. This is
because our company has a strong
track record of reliability and because,
thanks to new technology, our fruits
are more and more convincing. Our
bananas have won awards for being
the most authentic-looking fruits in
Europe. We are very happy that Citrus
Ventures is already among our clients
and we hope to build on that by
offering you more exciting new fruits.
Let me share with you our latest
product: (sound of unzipping of a bag)
the Imperial Lemon.
(impressed murmur from the audience)
The Imperial Lemon's key strengths are its
design and flexibility. It is made with
revolutionary faux-orange-premium,
laser-curve-definition technology...
(fade out)
Narrator: What an excellent performance
from Anna. She focussed on some key
points, supported them with facts and
structured her answer clearly. She also
managed to relax and sound more
natural. She used these phrases:
The company has a strong track record of...
Let me share with you..
The Imperial Lemon's key strengths are...
Let's fast-forward to after the meeting to see
if she gets an order.
Anna: so thank you for your time, I hope
you're impressed with our Imperial
Lemon.
Mr Lime
Fantastic Anna, fantastic!
Anna: Thank you.
Mr Lime
Those... lemons wow. I'd like to put in an
order for three hundred thousand right
away.
Anna: Of course.
Mr Lime
Now, what's your direct phone number?
Narrator: Good work. Although, I must say,
Mr Lime seems just as excited about
Anna as he is about the lemons.
 Hmm....watch out Anna! Until next
time!
Listening Challenge - Answer
What does Anna say are the key strengths of
the Imperial Lemon?
Its design and flexibility.
ep14 - Telephone tell-tale
Anna gets feedback from Paul today.
Following her successful Imperial
Lemon presentation, Anna thinks she's
going to get some good feedback from
the boss.
But rather than being congratulated, she's in
trouble because of her poor telephone
manner.
However, help is at hand, and from an
unexpected person.
Giving feedback
This episode focuses on the language used
to give feedback.
Phrases from the programme:
I'm a little bit concerned about...
You need to work on...
Perhaps you should think about...
Listening Challenge
What does Paul tell Anna to be when she is
on the phone to clients?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello. We're back at Tip Top
Trading. Anna is very busy dealing
with Mr Lime's big order for Imperial
Lemons.
Anna: Yes?... Who?... I can't hear you. Mr
what? What? Mr Who? I don't know,
you tell me. Oh, you are Mr Hu... H-U:
Hu. Er... No, Tom's busy. Call back
later. Bye. Tom, Mr Hu called you.
Tom: Mr Hu-
Anna: Mr Hu: H-U
Tom: Anna, Mr Hu is a very important-
Oh! What now?! Yes?
Tom: (to himself) I'm going to have to talk to
the boss about this.
Anna: No. I'm busy, give me your number, I'll
call you later. Yep, yep, 6... 8... thanks.
Bye! Right, now where was I?
Paul: Anna, could I have a word?
Anna: Yes. Ohhh, he must want to tell me
how pleased he is with the Citrus
Ventures deal.
Paul: Now, Anna... biscuit?
Anna: Thank you.
Paul: I'm a little bit concerned about
something.
Anna: "I'm a little bit concerned..." Doesn't
that mean something bad?
Narrator: Yes, Anna, Paul is using a polite
turn of phrase to say he is unhappy
about something. Let's see what he's
got to say....
Paul: I think you need to work on your
telephone manner.
Anna: Work on my telephone manner?
Narrator: It means the way you talk on the
phone is not good enough and you
have to improve it to work on it to
make it better.
Paul: Perhaps you should think about
Narrator: Perhaps you should think about
that's a polite way of telling you to do
something!
Paul: Anna, are you listening to me?
Anna: Yes, sorry, I was just sort of, err,
talking to myself. Could you repeat
what you said please?
Paul: Right, I'll start again. I said: I'm a little
bit concerned about your telephone
manner. You need to work on the way
you speak to clients. Perhaps you
should think about being a bit more
polite to clients; it's important for the
image of the company.
Anna: Oh okay.
Paul: You can go now take another biscuit
with you that's my last chocolate
wafer, you lucky thing!
Denise: Anna? Is everything all right?
Anna: Yes.
Denise: What's the matter?
Anna: Paul says I need to w-w-w-work on my
telephone manner.
Denise: Well I was a bit concerned about it
myself. And I think Tom actually
mentioned it to Paul.
But, look, I'll help you if you like. I'm a bit of
an expert on the phone. I'll give you
some lessons.
Anna: Oh thank you.
Denise: Come in early tomorrow morning,
before the others get here and we'll
practise.
Anna: Thank you Denise, that's very kind.
Narrator: Wow! Denise is actually being nice
to Anna. Amazing! Although from what
I've heard of Denise on the phone,
she's only ever gossiping with friends.
Paul was very gentle and polite in the
 way he explained to Anna there was a
problem and that she needed to
improve some things. He used these
phrases:
I'm a little bit concerned about...
You need to work on...
Perhaps you should think about...
Let's see if Denise manages to teach Anna
anything useful next time. Until then!
Listening Challenge - Answer
What does Paul tell Anna to be when she is
on the phone to clients?
He says she needs to be more polite.
ep15 - Seb Lime
Anna has been told to improve her telephone
manner and has welcomed some
friendly and useful advice from
Denise. They practice some mock
phone conversations but Anna
receives a real call with a request of a
personal nature. How is Anna going to
respond? Will her telephone manner
be up to the challenge?
Language for talking on he phone
This episode focuses on how to talk to a
business client on the phone.
Phrases from the programme:
Hello? Tip Top Trading. This is Anna speaking.
Hello? Anna speaking.
Hello Mrs Smith, how can I help you?
Hello Mrs Smith, how are you?
I'm really sorry, he's not available at the
moment. Can I take a message?
I'm afraid he's busy - shall I ask him to call
you back?
Thank you for calling, goodbye.
Listening Challenge
What does Seb Lime want Anna to do?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: (answering the phone) Yes?
Denise: Stop! That's all wrong. I'm going to
call you again. This time
Narrator: Hello. Here we are in the middle of
a telephone training session with
Denise and Anna. What fun!
Denise: this time, you don't say 'yes' when
you answer, it's rude. Call me and I'll
show you how it's done.
(sound of 4-digit dialling, then phone rings)
Hello? Tip Top Trading.
Anna: Wow, thats good.
Denise: And, you can say your name. Hello?
Tip Top Trading. Denise speaking. Try
it.
(dialling, then ring)
Anna: Hello? Tip Top Trading. Denise
speaking.
Denise: No!
Anna: What?
Denise: Say: "Anna speaking!"
Anna: Oh, sorry, I'm so stressed by all this.
Hello Anna speaking.
Denise: You sound like you're sitting on a
pineapple. Listen to my voice: Hello?
Denise speaking.
Anna: Hello? Anna speaking.
Denise: Good. Now, when the person has
introduced themself this is Mrs Smith
or whatever, say: Hello Mrs Smith, how
can I help you? Or, if you know them
already, you might say: Hello Mrs
Smith, how are you?
Anna: Okay, what if Mrs Smith wants to
speak to Tom but he's not there?
Denise: You say: "I'm really sorry, he's not
available at the moment. Can I take a
message?" Or: "I'm afraid he's busy,
shall I ask him to call you back?"
Anna: Okay.
Denise: And, to end a conversation, you can
say: "Thank you for calling, goodbye."
Let's do another practice!
(phone rings)
Anna: Hello? Tip Top Trading.
Denise: Hello, this is Mrs Smith.
Anna: Hello Mrs Smith, how can I help you?
Denise: I'd like to speak to Tom please.
Anna: I'm really sorry, he's not available at
the moment. Can I take a message?
Denise: That's okay, I'll try again later.
Anna: Okay. Thank you for calling, goodbye.
Denise: Excellent!
(phone rings)
Oh!
Anna: How did you call me without dialling?
Denise: I didn't, that's a real call!
Anna: Oh no, I'm all nervous now. Hello? Tip
Top Trading. This is Anna speaking.
Mr Lime
Hello Anna, this is Seb Lime.
Anna: Sublime?
Mr Lime
Mr Lime from Citrus Ventures. But I think we
should be on first name terms now, so
call me Seb.
Anna: Okay, er, Seb. How can I help you?
Mr Lime
I just wanted to say again that your Imperial
Lemon is fantastic... and I was
wondering if you'd like to do lunch
with me sometime?
Anna: Lunch? Er...
Narrator: I knew it! Mr Lime is interested in
more than just your lemons!
Anna: Would you like to discuss the Imperial
Lemon?
Mr Lime
Forget the lemons Anna! The reason I want
to see you is more of a personal
nature.
Anna: Personnel? Er... Can I call you back?
I'm afraid I'm a bit busy at the
moment...
Mr Lime
bbbut
Denise: Well Anna! Mr Lime eh?
Anna: Oh dear Denise, I think I need a bit
more help from you. He wants to talk
about personnelpeople, staffing
Denise: Are you sure? I think he means a
personal nature, not personnel! That
Mr Lime!
Anna: Oh!
Narrator: Mr Lime indeed. Anyway, Anna had
an excellent phone manner. Let's hear
those phrases again:
Hello? Tip Top Trading. This is Anna speaking.
Hello? Anna speaking.
Hello Mrs Smith, how can I help you?
Hello Mrs Smith, how are you?
I'm really sorry, he's not available at the
moment. Can I take a message?
I'm afraid he's busy shall I ask him to call
you back?
Thank you for calling, goodbye.
But how is Anna going to handle Mr Lime's
request? I can't wait till next time!
Bye!
Listening Challenge - Answer
What does Seb Lime want Anna to do?
To go for lunch with him.
ep16 - Slimy Limey!
How do you say no politely? Anna needs help
following the call from Mr Lime asking
her out to lunch. She wants to say no,
but doesnt want to sound rude. Her
dilemma is how to refuse his offer
politely. She finally plucks up the
courage to call him, but how does he
respond?
Language for politely refusing
This episode focuses on politely refusing a
request to do something.
Phrases from the programme:
Thank you for your offer. But I'm really sorry,
I won't be able to.
I'm afraid it is against company policy
It wouldn't be appropriate.
With regret, I'm going to have to say no.
Listening Challenge
What excuse does Anna give Seb Lime for
not going to lunch with him?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello! You're joining us again after
Anna's call from Mr Lime he asked
her to lunch, remember. Now Anna
and Denise are flapping.
Denise: ...and before you know it, he'll be
asking you to marry him! Trust me
Anna, this has happened to me dozens
of times!
Anna: But I thought he was only interested in
the lemons! Please promise me you
wont mention this to anyone.
Denise: OK, I promise.
Anna: Oh, shhhh!
Tom: Good morning. What's going on?
Denise: Mr Lime has asked Anna to lunch!
Anna: Please
Tom: And?
Denise: And it's not to talk business! I saw
him looking at her with big eyes, from
the moment he first saw her!
Anna: Denise!
Tom: Old Slimy Limey eh? Lucky Anna!
Anna: He's not slimy, it's just
Tom: Don't tell me you said yes?!
Anna: Well I didn't know what to say.
Tom: You didn't?
Anna: No, no, I said I was busy and would call
back. I wanted to just say no, but with
everyone complaining that I'm not
polite on the phone... I just... I didn't
know how to say it politely.
Tom: Ha ha, I'll tell you what to say.
Anna: Hang on, let me write it down... why
do all the pens keep disappearing?
Denise: Here's one.
Anna: Thanks. Okay, I'm listening Tom.
Tom: Say: go...
Anna: (writing) go...
Tom: ...away... Slimy Limey.
Anna: Go away Slimy Limey. Are you sure?
Tom: Of course!
Denise: Don't listen to him Anna. This is what
you should say:
Thank you for your offer. But I'm really sorry,
I won't be able to.
Then explain why, say I'm afraid blah blah
blah
Anna: Blah blah blah?
Denise: Say it's against company policy to
have non-business lunches with
clients.
Anna: Meaning?
Denise: You're not allowed to if it's not for
business. Then say:
It wouldn't be appropriate. So, with regret,
I'm going to have to say no.
Anna: Okay, I think I've got that all down.
Thanks. He'll be waiting for my call.
(dials phone)
Mr Lime
Hello, Seb Lime speaking.
Anna: Hello Mr Lime.
Mr Lime
Anna! Please, call me Seb. So, when can I
invite you to lunch?
Denise: (whispering loudly) Thank you for
your offer...
Anna: Well, thank you for your offer. But I'm
really sorry, I won't be able to.
Mr Lime
Oh?
Denise: (whispering loudly) I'm afraid...
Anna: I'm afraid it's against company policy
to have non-business lunches with
people.
Mr Lime
Really? Oh how tedious!
Denise: (whispering loudly) It wouldn't be-
Anna: Shhh!
Mr Lime
Pardon?
Anna: No, not shhh you Mr Slimy I meant
shhhh Denise!
Mr Lime
Mr Slimy?
Anna: Oh no! I mean Mr Limey Lime er
Seb! You see, it wouldn't be
appropriate. So, with regret, I'm going
to have to say no.
Mr Lime
I think I've understood. Goodbye Anna.
Anna: Goodbye.
Narrator: Oh dear, he didn't take that too
well. But, apart from a little mistake,
Anna did well there. Here are the
phrases she used to politely refuse the
offer of lunch:
Thank you for your offer. But I'm really sorry,
I won't be able to.
I'm afraid it is against company policy
It wouldn't be appropriate.
With regret, I'm going to have to say no.
Good job Anna, bad luck Mr Slimy!
Listening Challenge - Answer
What excuse does Anna give Seb Lime for
not going to lunch with him?
She says it is against company policy.
ep17 - Lemon-sized luxury
boxes
Anna continues to sort out the order of
Imperial Lemons for Mr Lime. He gives
her a call, this time to discuss
business. He wants some luxury boxes
to put the lemons in and Anna needs
to find them if she wants to keep her
client happy. When she does she has
to email Mr Lime but what should she
say?
Language for placing an order
This episode focuses on placing an order.
Phrases from the programme:
I'd like to place an order for...
We're going to need...
Could you send...
Could we also have...
When can we expect to receive them?
Listening Challenge
What colour are the Imperial lemon-sized
luxury boxes?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome to the offices of Tip Top
Trading...
(ongoing sound of annoying mobile phone
ringtone)
Tom: Anna, are you going to answer that?
Anna: Er, well, no. It's stopped now anyway.
Narrator: ...where Anna is behaving
strangely.
(ringing starts again)
Denise: I gave you a long lesson on how to
answer the phone and you're still too
scared!
Anna: It's not that.
(desk phone starts ringing)
Tom: For goodness sake!
Denise: Then what?
Anna: I recognise the number - it's Mr Lime!
Tom: Ha! Old Slimy Limy, he must be
absolutely desperate to get you to
have lunch with him even after your
cruel rejection. Here, I'll answer for
you.
Anna: No!
Denise: I'll answer. Hello, Tip Top Trading,
Anna's phone... no, this is Denise
speaking, Anna's busy at the moment.
Can I take a message?... Yes... right....
I'll pass that on to her then thank
you for calling. Goodbye.
Anna: Well.
Denise: Nothing about lunch. He wants each
Imperial Lemon you deliver to come in
a luxury green box like the one you
had at the presentation.
Anna: My goodness, we don't have many in
stock, I'll have to order some. Erm...
(dials a number) Hello, this is Anna
speaking from Tip Top Trading, I want
some imperial lemon-sized luxury
boxes.
Narrator: Woah, woah, woah.
Anna: What?
Narrator: Let's make this order a bit more
politely okay?
Anna: Why are the English so obsessed with
being polite!?
Narrator: Calm down Anna and listen to me.
To put in an order for something, you
need phrases like:
I'd like to place an order for...
We're going to need...
Could you send...
Could we also have...
When can we expect to receive them?
Anna: Right... Hello, sorry about that... I'd like
to place an order for some imperial
lemon-sized luxury boxes, please...
we're going to need quite a few...
could you send 300 please... yes... the
green ones... could we also have the
name of our company on the sides...
when can we expect to receive
them...okay, thank you, goodbye.
There! How was that?
Narrator: Good, well done!
Denise: You'd better phone back Mr Lime to
confirm he can have his boxes!
Anna: Oh no!
Denise: He's your client!
Tom: Yes Anna, he's your client!
Anna: I'm scared he'll try and ask about
lunch again.
Denise: Then send him an email.
Anna: Good idea!
Denise: Copy in me, Tom and Paul, so its
clear you only mean business only.
Anna: Yes. Thanks Denise! An email is much
safer.
Narrator: Is it, Anna, is it? Hmmm...
Anyway, here are the phrases Anna used to
place her order:
I'd like to place an order for...
We're going to need...
Could you send...
Could we also have...
When can we expect to receive them?
Let's see if Anna's email is really such a good
idea. I have a bad feeling about it.
Until next time!
Listening Challenge - Answer
What colour are the Imperial lemon-sized
luxury boxes?
Green.
ep18 - The email
Anna's having trouble with her emails. She's
been trying to sort out the order of
Imperial Lemons for Mr Lime. She
sends an email but her choice of text-
speak isn't appropriate and Paul, the
boss, isn't impressed.
Anna needs some help from Tom who always
has plenty of advice. Her email is
rewritten and sent off, but will that be
the end of the matter?
Language for writing an email
This episode focuses on the correct language
to use in an email.
Phrases from the programme:
Dear Mr Lime...
I hope you are well.
I am writing regarding...
Please could you confirm...
Best wishes.
Listening Challenge
What is Anna trying to confirm in her email?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, Anna's just arrived at her
desk to start the day at Tip Top
Trading. Paul is walking towards her,
eating a biscuit, he looks a bit
bothered.
Paul: Anna?
Anna: Yes, Paul.
Paul: Come and have a biscuit in my office.
Now Anna, about Mr Lime.
Anna: I didn't say yes!
Paul: Pardon? Yes to what?
Anna: Oh, nothing.
Paul: You sent him an email yesterday and
copied me in.
Anna: Yes.
Paul: Your email reads: boxes ok. pls c-d-u
cfirm wnt 300 ta.
Anna: Yes: please could you confirm you
want 300.
Paul: Right. Now that's not really the best
way of writing an email to a client, is
it?
Anna: Oh.
Paul: Please could you re-send your message
to Mr Lime, using actual words that
make sense.
Anna: Okay.
Paul: Thank you. Have a chocolate crunchy!
Anna: Thanks.
Tom: Morning Anna.
Anna: Hello.
Tom: Let me guess, Paul just spoke to you
about your email?
Anna: How do you know?
Tom: You copied me in remember, I just read
it or tried to.
Anna: But what's the problem? Other people
write like that!
Tom: No, maybe some people write text
messages like that in an SMS message
on their phones, but that is completely
the wrong style for an email to a
client.
Narrator: Okay Anna, let's stop listening to
Tom, he's a waste of space. These are
the kinds of phrases you need in a
business-related email:
Dear Mr Lime...
I hope you are well.
I am writing regarding...
Please could you confirm...
Yours sincerely, or
Best wishes.
Anna: Thank you! I'll rewrite my message.
There! I'd better get it checked before
I send. Denise?
Denise: (On the phone) yes... the other
problem with Stephanie is that her
legs are just too long...
Anna: Oh, she's on the phone.
Denise: ... yes, like trees...
Anna: I'll have to ask Tom. Tom?
Tom: Mm?
Anna: Could you read this through before I
send it?
Tom: Hang on, Anna, let me just finish this
sentence. Its really important. Im
ready, lets have a look. Okay.
(reading) Dear Mr Lime, I hope you are
well. I am writing regarding your
request for luxury boxes for the
Imperial Lemon Delivery. We will
indeed be able to supply them. Please
could you confirm that you want 300.
Best wishes, Anna.
Anna: Well?
Tom: Its good, it's much better. Send it.
Hopefully Mr Lime will think your last
message was just someone sitting on
your keyboard by mistake.
Anna: Thanks.
Tom: You're not...
Anna: What?
Tom: Nothing. It's none of my business.
Anna: What?
Tom: You're not ever going to go to lunch
with Mr Lime are you? I mean, in a
non-business way...
Anna: No of course not!
Tom: I mean I dont care it's just...
important to... stay professional.
Anna: Yes.
Narrator: Hmmm.... well, I had a feeling
Anna's email was going to cause
problems. But at least she won't make
a mistake like that again. Heres a
reminder of the phrases she used in
her new, improved email.
Dear Mr Lime...
I hope you are well.
I am writing regarding...
Please could you confirm...
Best wishes.
Until next time, bye!
Listening Challenge - Answer
What is Anna trying to confirm in her email?
That her company can provide 300 luxury
boxes to Mr Lime.
ep19 - The open window
How do you explain if there's been a mix-up?
Paul, the boss, leaves a message. He
wants ideas for a new marketing
strategy for their new laser-curved
fruit range. Anna gets straight down to
work but when Paul turns up, Tom gets
all the credit. There's a big mix-up and
 it's time for Anna to learn some
language that explains there has been
a misunderstanding.
Language for explaining a misunderstanding
This episode focuses on politely saying there
has been a misunderstanding.
Phrases from the programme:
I think there's been a misunderstanding.
There's been a bit of a mix-up.
Let me explain what happened.
Listening Challenge
Tom found one of his certificates on the floor.
What was it for?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, it's a chilly start to the day at
Tip Top Trading.
Anna: Hi Denise!
Denise: Good morning Anna.
Anna: Brrr... it's so cold in here.
Denise: The window was left open overnight.
Anna: My papers have been blown
everywhere.
Denise: Mine too! Tom was the last one here
last night it must've been him who
left the window open.
Anna: Brrr.... Right then, to work! Oh, there's
a note from Paul, it must've fallen off
my desk: 'I would like your ideas on
our stock management system for our
new laser-curve fruit range, so we
know we can keep up with demand.
Please write me a couple of pages of
suggestions and leave it on my desk.
I'll be back this afternoon.' Wow! I
have to come up with ideas for a stock
management system! Gosh, where do
I begin?!
Tom: Good morning.
Anna: Morning!
Tom: Hey, my certificate for Plastic Pear
Salesman of the Year is on the floor!
Anna: Right... stock management systems...
stock-up on your laser-curved lemons
My first idea is to calculate the
total.
Narrator: Well, Anna has finished her report
and left it on Paul's desk, but things
aren't that simple. Er, Anna, there's
going to be a problem.
Anna: Oh? A problem, bbbbut
Narrator: Let me teach you some phrases
you might need to explain that there's
been a mistake:
I think there's been a misunderstanding.
Or:
There's been a bit of a mix-up.
Anna: But what misunderstanding? What
mix-up?
Narrator: You could also use:
Let me explain what happened...
Anna: But-
Paul: Ah, good afternoon everyone.
All: Hello.
Paul: Tom, this is an excellent piece of work!
Tom: Sorry?
Paul: These are by far the best ideas you've
ever had.
Tom: I don't understand.
PaulOur stock management system!
Tom: Can I see? Oh, that's not mine.
Paul: Eh?
Anna: I think there's been a
misunderstanding. I did it.
Paul & Tom
You?
Anna: I got your note Paul, here.
Paul: No, no, that note was for Tom.
Anna: Oh, then there's been a bit of a mix-
up.
Tom: Did you take that note from my desk?
Anna: No, no!
Tom: I suppose you threw my pear salesman
certificate on the floor at the same
time too!
Anna: I didnt! Let me explain. The wind must
have blown the note for Tom under my
desk.
Denise: Tom left the window open overnight.
Our papers were blown all over the
place.
Paul: I see, well, golly gosh. In that case, well
done, Anna! Excellent work, even
though you weren't meant to do it.
And Tom, your ideas are still welcome
of course. Thanks.
Anna: Sorry Tom.
Tom: What? Oh, I'm not bothered. I've still
got some great ideas in my head
anyway.
Narrator: Yeah, right! Let's leave Tom to get
on with his 'great ideas' and listen
again those phrases Anna used to
explain the misunderstanding:
I think there's been a misunderstanding.
There's been a bit of a mix-up.
Let me explain what happened.
Well, the mix-up gave Anna a chance to
shine Paul certainly seemed
impressed with her work. Maybe it will
 bring her new opportunities. Until next
time, bye!
Listening Challenge - Answer
Tom found one of his certificates on the floor.
What was it for?
Plastic Pear Salesman of the Year
ep20 - The Team Meeting
A meeting is on the agenda today! An office
meeting has been scheduled, but Paul
is running late. He's asked Anna to
take charge and start the meeting
without him. She has to learn how to
structure a meeting but just as she
does, Paul arrives with some exciting
news for Anna.
Language for setting an agenda at a meeting
This episode focuses on phrases for setting a
meeting agenda.
Phrases from the programme:
There are four items on the agenda today.
Firstly...
Secondly...
After that...
Then...
And finally...
Any other business.
And then we can wrap up.
Listening Challenge
What was the second item on the agenda for
today's meeting?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, welcome back to Tip Top
Trading. An office meeting has been
scheduled, but Paul is running late.
He's asked Anna to take charge and
start the meeting without him.
Denise: Here you go Anna, it's a print-out of
the agenda for the meeting.
Anna: Thank you. Oh dear, I'm not sure if I
know the right words to start
meetings.
Narrator: Well, you can say something like:
Thank you for coming. There are five
items on the agenda today.
Anna: Items?
Narrator: It's a fancy way of saying 'things'.
Then you list them: Firstly, secondly,
after that, and then, finally...
Anna: Yes, that's easy.
Narrator: At the end there is often something
called Any other business.
Anna: Any other business?
Narrator: That's anything else that wasn't
listed on the agenda, but that people
want to talk about. I expect Tom will
want to talk about how great he is and
Denise will want to talk about her new
hairdresser or something. Then when
it's time for the meeting to end, you
can say: Let's wrap up. It means 'Let's
finish'.
Anna: To wrap up. OK, I'll do my best. Ooh,
it's time, everyone is gathering. Thank
you thank you for coming. Paul will
be here soon, but he asked me to start
the meeting. There are... one, two,
three, four items on the agenda today.
Firstly, the stock management
systems. Secondly, plans for a team-
building activity. After that, the colour
of our new apples and finally any other
business, before we can wrap up.
Paul: Oh golly gosh, there you are, here I am,
good. Hello everyone. Sorry I'm late.
Anna: I'd just opened the meeting.
Paul: Great. Remind me what the first item
on the agenda is?
Anna: Stock.
Paul: Stock? Stock, stock, stock. Ah yes,
stock management systems, yes,
right. Well, that's mainly to announce
that we need to start developing a
good stock management system so we
can meet the huge demand Im
expecting for these laser-curved fruits.
Anna, I'd like you to lead on that.
Anna: Me? You want me to be in charge of
the stock management systems?
Paul: Anna's had some excellent ideas
already and I think she'll do a great
job. For these new fruits, stock control
will be key to supplying our customers
with laser-curve oranges, laser-curve
lemons, laser-curve pomegramates
Narrator: Well, that was good news for Anna -
but not surprising after all her hard
work. She opened the meeting well,
too. Here's a reminder of the phrases
she used:
Thank you for coming.
There are four items on the agenda today.
Firstly...
Secondly...
After that...
Then...
And finally...
Any other business.
And then we can wrap up.
There's only one problem for Anna now,
winning over Mr Ingle the warehouse
manager that wont be easy. Well,
time for me to wrap up now. See you
soon! Bye!
Listening Challenge - Answer
What was the second item on the agenda for
today's meeting?
Plans for a team-building activity.
ep21 - Don't panic!
Anna is taking the lead on the company's
new stock management system. But
she needs some help! She gets some
advice from an unlikely member of the
team. Find out what it is!
Language for asking for help
This episode focuses on politely asking for
help and advice.
Phrases from the programme:
I would be most grateful if you could give me
some help.
Please could I ask you for some advice?
I know you're busy but could you spare me a
few minutes of your time please?
Listening Challenge
What does Denise advise Anna to do first
when planning the stock management
strategy?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, welcome back to Tip Top
Trading where everyone is gossiping
about Pauls announcement. Anna is to
lead the companys new stock
management system for the new
laser-curved fruit.
(Denise on phone)
Denise: Yes Annathe new girlshes done
really well although I dont know what
experience shes got.anyway, about
the hairdresser you mentioned, oh I
loved his aftershave
Tom: I cant understand it. Ive got all the
experience and all the ideasshes
just such a
Anna: Tom. Sorry to interrupt, I just wanted
to check youre ok with me leading
this strategy for stock management.
Tom: Oh of course. Yeah, you deserve it.
Narrator: That was a nice touch Anna.
Anna: But Tom, now you must help me.
Tom: Eh?!
Narrator: Anna! Thats not the best way to
ask for help. Remember what Ive
always told you about politeness?
Anna: Be polite yes you keep telling me
that.
Narrator: And if you want someone to help
you, ask them, dont tell them even
if it is Tom!
Anna: Oh right. Im in a bit of a panic. Ive
never done this before. I dont know
where to begin.
Narrator: Well start by asking your
colleagues for help like this:
I would be most grateful if you could give me
some help
Please could I ask you for some advice?
I know youre busy but could you spare me a
few minutes of your time please?
Go on, give it a try!
Anna: Right, thanks. I'll try. Erm, excuse me
Tom. Sorry about earlier. Im a little
nervous about leading this strategy
thing and I would be most grateful if
you could give me some help
please?
Tom: Of course Anna. Why didnt you say, Id
be delighted. Ive lost count of the
number of projects Ive lead over the
years.
Anna: Great, thanks. So where do you think
I should begin?
Tom: Well, give me a few minutes and Ill just
find some of the excellent work I did
last year. Basically, youll just need to
copy it. Hold on
Paul: Ah Anna just popping out for some
biscuits err, hows the stock
management strategy coming along?
Anna: Oh very good Paul actually, please
could I ask you for some advice,
please?
Paul: Yes of course although I dont know if
Ill be much use!
Tom: now where did I save those damn
documents?
Anna: Im very grateful for this opportunity
but Im a little unsure of where to
start. Tom is looking for some his old
work but
Paul: Really?! To be honest, this isnt Toms
speciality. At a time like this I would
ask Denise.
Anna: Denise!?
Paul: Yes she may only be the office
assistant but she always has words of
 wisdom. Right custard creams or
chocolate digestives?
Anna: What?
Paul: Biscuits?
Anna: Oh custard creams please. Err,
Denise, I know youre busy but could
you spare a few minutes of your time
please?
Denise: Of course Anna, always happy to
help you.
Anna: Well you know the stock management
control system?
Denise: The one youve now got to work
out well done for getting that!
Anna: Thanks. I really dont know where to
begin. It was OK writing it down for
Paul but how do I put it in to practice?
Theres just too much to do!
Denise: Calm down Anna. Youll be fine. The
first thing you need to do is to look at
our current system.
Anna: Look at our current system. How do I
do that?
Denise: Easy! Just take the lift down to the
warehouse and speak to Mr Ingle and
then write down what you find and
draw up an action plan of tasks you
need to do like a shopping list Im
very good at those.
Anna: Go and see Mr Ingle? Oh do I have to.
Denise: Hes ok really Anna. If you approach
him in the right way he wont bite your
head off!
Anna: What? Bite my head off! Oh well, if
he wont bite me then I suppose I
should go and see him. Thanks for
your advice Denise, I could kiss you.
Right, Im going to go and see him
right now.
Narrator: Make an action plan! A good idea.
Well done Denise, youre smarter than
you look! And well done Anna, you
eventually got the help you needed by
using these phrases:
I would be most grateful if you could give me
some help
Please could I ask you for some advice?
I know youre busy but could you spare me a
few minutes of your time please?
Remember, if youre stuck for ideas just ask
for helpbut maybe not Tom, I wonder
how hes getting on?
Tom: (shouting across room) Here Anna, Ive
got them. Look, all my ideas from my
last stock control projectpages and
pages of them. Just copy these,
theyre brilliant. Anna? Anna!
Paul: too late, Ive just seen her in the lift.
Fancy a custard cream Tom?
Narrator: So Anna is off to speak to the
prickly Mr Ingle. Lets hope she uses
those phrases to ask for help,
otherwise she might get her head
bitten off and it could get very
messy! See you next time.
Listening challenge - answer
What does Denise advise Anna to do first
when planning the stock management
strategy?
To look at the current system.
ep22 - The smoker
Anna is off to meet Mr Ingle, the warehouse
manager, to discuss stock
management. But she finds him doing
something dangerous and illegal! She
needs to ask him to stop it politely.
Find out how she makes this request.
Language for making polite requests
This episode focuses on politely asking a
member of your team not to do
something.
Phrases from the programme:
Would you mind not doing that please?
I'm afraid it's against company policy.
I'm afraid its not permitted.
Sorry to have to ask you this but
Listening Challenge
What other word does Anna use to mean 'put
out your cigarette'?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello, welcome back to Tip Top
Trading where Anna is going
downstairs to speak to warehouse
manager, Mr Ingle. Youre looking a bit
nervous
Anna: I am. Denise says if I speak to him in
the wrong way, he might bite my head
off!
Narrator: Relax Anna. Its just an expression
to mean he might be a bit aggressive.
Anna: Oh!
Narrator: Youll be fine, just use the right
polite phrases oh, and smile!
Anna: OK, I will. Oh look here I am
(Warehouse door opens)
Anna: Mr Ingle, are you there? Id be most
grateful if you could give me some
oh, whats that smell and smoke
Mr Ingle!
Mr Ingle
Oh, oh (coughs)
Anna: Mr Ingle. Youre smoking!
Mr Ingle
Well its my lunch break so Im allowed to
smoke a cigarette, arent I?
Anna: Really? Are you sure?
Narrator: No, hes not Anna! Smoking inside
a public building is illegal its against
the law. Its dangerous too - youve got
to do something about this.
Anna: Oh right. Mmm, er, Mr Ingle, you
mustnt smoke its wrong.
Mr Ingle
Says who?
Anna: Err, Me?
Narrator: Anna. Youll have to do better than
that. Be polite, but be firm too. Try
saying, would you mind not doing that
please?
Anna: Ill try. Mr Ingle, would you mind not
doing that please?
Mr Ingle
Whys that then?
Narrator: Hes not being very nice is he? You
need to give your reasons. Say, Im
afraid its against company policy. Go
on you can do it.
Anna: Mr Ingle Im afraid its against
company policy. And it is actually
against the law to smoke here and
its not a nice smell, is it?
Mr Ingle
Well, smells OK to me.
Anna: Well, Im sorry to have to ask you this
but you need to put it out.
Mr Ingle
Put what out the cat?!
Anna: No. You need to extinguish your
cigarette please.
Mr Ingle
Says who?
Anna: Well, Im sure your team wouldnt like
to see you breaking the law and
besides, it could cause a fire. That
would be awful.
Mr Ingle
Yeah, I suppose it would.
Anna: I could get you some nicotine gum if
you like?
Mr Ingle
No, its OK. Ill stub it out as you asked so
nicely.
Anna: Thank you Mr Ingle. Well keep it a
secret this time, but please dont do it
again. Im afraid its just not permitted
on company premises.
Mr Ingle
Yeah, whatever!
Anna: Oh and Mr Ingle, I still really like your
overalls. Bye!
Narrator: Nice one Anna. You dealt with Mr
Ingle really well. You kept your cool
and explained the reasons why he
shouldnt smoke. Lets hope he
doesnt do it again Anna.
Anna: I hope not. I hate the smell of cigarette
smoke. But I never got to ask him
about stock management.
Narrator: Well, maybe its best to leave it for
another time?
Annas had a tricky day so far dealing with
Mr Ingle but she was firm and fair in
the language she used. Heres a
reminder of the phrases she used:
Would you mind not doing that please?
Im afraid its against company policy.
Im afraid its not permitted.
Sorry to have to ask you this but
Paul: Ah Anna, there you are. (sniffing)
Have you been smoking?
Anna: No!
Paul: You smell of cigarette smoke. Look, I
know youre under pressure but
smoking in the building is not
permitted.
Anna: Bbbut
Paul: We take this very seriously. You had
better step in to my office and well
talk about this.
Narrator: Oh dear! Annas in trouble for no
reason. Lets hope she explains the
mix-up, but that means telling Paul
about Mr Ingle smoking. This is going
to be difficult. Until next time, bye!
Listening challenge - answer
What other word does Anna use to mean 'put
out your cigarette'?
To extinguish.
ep23 - Risky business
After accusing Anna of smoking in the office,
Paul thinks the team needs an update
on their health and safety policy. Find
 out the phrases you need to talk about
being safe at work.
Language for
This episode focuses on the phrases to be
used during a fire drill in the office.
Phrases from the programme:
If you see a fire, raise the alarm.
Walk calmly to your nearest fire exit.
Meet at the fire assembly point.
No smoking on company premises.
Listening Challenge
What colour are the fire exit signs?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back. Things are quite
tense at Tip Top Trading today. Paul,
the boss, mistakenly thinks Anna's
been smoking on company premises
and she's trying to explain herself.
Anna: But, but
Paul: Frankly, I'm disappointed with you
Anna. You're a hard worker but it
doesn't mean you can go against
company policy.
Narrator: Anna, remember the phrases we've
learnt about a misunderstanding!
Anna: Oh yes. Paul, I think there's been a
misunderstanding.
Paul: A misunderstanding? How can you
explain the smell of cigarette smoke?
This is a 'no smoking' building.
Anna: Let me explain. I went down to the
warehouse to speak to Mr Ingle and
well someone else was smoking.
Paul: What!? Someone was smoking in the
warehouse? Golly gosh, that's highly
dangerous. Who was it Anna?
Anna: Err well I can't really say. But I
dealt with it and it won't happen
again.
Narrator: Yes, you dealt with it very well
Anna but can you keep your secret
about Mr Ingle safe?
Paul: Thank you Anna and sorry about the
misunderstanding. Would you like a
biscuit? Now I really think it's time we
had a review of our health and safety
procedures.
Paul: Denise, could you gather everyone
round in the meeting room please.
Denise: (On phone) I'll have to call you back
Marge. (Hangs up) Could you all
gather in the meeting room please,
Paul has something important to say.
Tom: What is it Denise? Is it about my
fantastic sales figures again, huh?
Denise: I doubt it Tom. It sounded urgent. I'd
better bring some tea.
Paul: Thank you for joining me.
Unfortunately, there has been an
incident in the warehouse. Someone
has been smoking and I'm not happy,
so I thought I would remind you of our
health and safety procedures.
Tom: Not this again!
Paul: Your safety is our responsibility. But to
keep safe we must follow some simple
rules. Denise, what's the first one?
Denise: (Slurps tea) If you see a fire, raise
the alarm oh and call the fire service.
Tom: Yeah, you love seeing those firemen,
don't you, Denise!
Paul: Shhh Tom. Maybe you could tell us the
other rule?
Tom: Oh yeah right. If you hear the fire
alarm, get out quick.
Paul: Not exactly Tom. I think we should walk
calmly to our nearest fire exit,
following the green signs, go outside
and meet at the fire assembly point.
Denise: Yes, and I will take a register of who
is here, using my red pen (slurps tea).
Paul: Do you mind not slurping Denise?
Denise: This is thirsty work.
Paul: Hmm. Now is everyone clear about
what to do if there is a fire alarm?
Tom: It's usually a false alarm anyway.
Paul: That's not the point. Now Anna, what
about smoking?
Anna: No smoking on company premises. But
it wasn't me, it was Mr Ingle.
All: Mr Ingle!
Paul: I see, so it was Mr Ingle smoking in the
warehouse. You should have told me
Anna.
Anna: Sorry!
Paul: Right, I'm going to have to look into
this. Back to work everyone oh and
take a biscuit with you.
Narrator: So Anna's let the cat out of the bag
Mr Ingle won't be pleased but at
least she now knows what do if a fire
breaks out. Here are some of the
phrases we've heard today, that can
be used in an emergency:
If you see a fire, raise the alarm.
Walk calmly to your nearest fire exit.
Meet at the fire assembly point.
No smoking on company premises.
Tom: Sorry to interrupt Paul but the fire
alarm's going off!
Denise: Don't panic anyone. Everything will
be OK. (On phone) Jane, I'll have to
call you back yes, a bit of a panic.
Bye. Quick, where's my red pen?
Narrator: Uh-oh. Those emergency phrases
might come in useful sooner than you
think. Is this going to be the end of Tip
Top Trading, will it really go up in
smoke? Find out next time. Bye.
Listening challenge - answer
What colour are the fire exit signs?
Green.
ep24 - No smoke without fire
Emergency at Tip Top Trading! Everyone has
evacuated the offices following a fire
alarm and Anna has to take charge. Is
this a real fire emergency or just a
drill? Can anything get any worse -
well possibly, especially when a man
from America turns up unexpectedly.
Language to use in an emergency
This episode focuses on important phrases to
use when there is a fire emergency at
work.
Phrases from the programme:
There's no need to panic.
Please leave the building and meet outside.
Use the stairs not the lift.
Is anybody missing?
Listening Challenge
Who does Tom carry out of the building on
his shoulders?
The answer is at the bottom of the transcript
below:
Transcript:
Denise: Tom?
Tom: Here.
Denise: Anna?
Anna: Here Denise.
Denise: And Paul?
Paul: Yes, yes I'm here and there's no need to
panic. That was just a fire drill a
practice.
Narrator: Phew, Tip Top Trading is safe for
now. It was just a fire drill. What a
busy day this is turning out to be. Hey
Anna, remember next time it could be
for real so are you happy about what
to say if you have to take charge?
Anna: Oh, not really.
Narrator: Just keep calm and say things like:
There's no need to panic.
Please leave the building and meet outside.
Use the stairs not the lift.
And when you're outside, you could say: Is
anybody missing?
Anna: OK, thanks, but I hope I'll never need
to use them.
Paul: Well done everyone. Hopefully you all
know what to do in the unlikely event
of a real fire. Now, to celebrate, I'm off
to buy some really nice biscuits for all
of us you know, those special
double-choc ones with the little orange
bits. Back to work everyone.
Denise: Honestly! I was in the middle of an
important call.
Tom: Yeah, and you never got see those
firemen in action, did you Denise?
Anna: Look at the time. I really need to get
on with my work.
Tom: Yeah, and I've got to check up on the
latest football I mean share prices.
Hold on, can anyone smell smoke?
Denise: I don't believe it! The fire alarm's
gone off again. I'll call you back Marge.
Oh, where's Paul when you need him?
Anna, you're going to have to take
charge.
Anna: Me? What about Tom?
Denise: It looks like Tom has gone already.
Narrator: Remember Anna, use those
phrases to keep everyone calm and
informed about what to do.
Anna: OK. Err there's no need to panic.
Please leave the building and meet
outside.
Denise: Hold on, I just need to grab my
elephant dung notepad and red pen.
Come on then Anna, into the lift.
Anna: No Denise. We must use the stairs not
the lift.
Denise: Oh, with my knees!
Anna: Jump up Denise, I'll carry you.
Anna: Could I have your attention please.
Narrator: Louder Anna. This is urgent!
Anna: Could I have your attention please! I
need your full attention. Please stay
calm. I'm sure there's not a fire, just a
bit of smoke. Is there anybody
missing?
Denise: Well, there's no smoke without fire,
hey Tom! Tom? Tom? Has anyone seen
Tom? That's Tom coming out of the
building and he's carrying someone on
his shoulder!
Anna: It's Mr Ingle from the warehouse!
Tom: It's OK everyone I've put the fire out
it was in the warehouse. Mr Ingle had
been smoking.
Anna: Mr Ingle!
Mr Ingle
Err yeah sorry.
Narrator: Sorry indeed! Mr Ingle's in serious
trouble now. But well done Anna for
dealing with that emergency and
getting everyone out of the building.
Here are some of the phrases she
used:
There's no need to panic.
Please leave the building and meet outside.
Use the stairs not the lift.
And when you're outside, you could say:
Is anybody missing?
Seems like Tom is a bit of a hero. He has his
uses! But hold on, who's this?
Mr Socrates
Say Honey, looks like I've come at a good
time. Have you seen a guy called Paul
round here?
Anna: He's not here, he's gone to buy
some err biscuits. Can I help?
Mr Socrates
Yeah sugar. I'm Mr Socrates, Paul's boss and
I've come to sort this business out.
Tom & Denise
Mr Socrates!
Narrator: Oh no! The head of the company's
in town. This means trouble. See you
next time.
Listening challenge - answer
Who does Tom carry out of the building on
his shoulders?
Mr Ingle.
ep25 - The big cheese
Tip Top Trading have a serious issue to deal
with - the arrival of the big boss from
America, Mr Socrates. He is a
particularly fussy man but because of
his importance he gets his own way,
including the type of hotel room he
stays in. This is something that Anna
will find out when she has to book his
room.
Language for booking a hotel room
This episode focuses on phrases to use when
booking a hotel room.
Phrases from the programme:
Hello, I'd to check availability and prices for a
room please.
Does the price include breakfast?
Are there any business facilities such as
internet and wi-fi?
I'd like to go ahead and make the reservation
please.
Listening Challenge
How much is the nightly rate for the hotel?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello again. Things haven't been
going well at Tip Top Trading. There
was a fire in the warehouse, caused by
Mr Ingle's cigarette and now Mr
Socrates the big boss from America
has turned up unexpectedly.
Mr S
So honey, are you?
Anna: Anna. I'm Anna, I work here as a sales
executive. We haven't met before.
Mr S
We sure ain't. Looks like I've arrived just in
the nick of time.
Paul: (Out of breath) what's going on oh,
Mr Socrates! Golly gosh, what an
unexpected...
Mr S
Unexpected alright. Looks like this company
is in a mess.
Paul: Err yes. It was OK when I popped out
for some biscuits erm, would you
like one?
Mr S
Biscuits?! They're cookies man. Look, now
what do I have to do to get a triple-
shot, organic, skinny cappuccino round
here?
Anna: I'll get you one Mr Socrates.
Mr S
It's OK honey. I need you to book me a hotel
room. You... what's your name again
Paul can you fetch me one?
Narrator: Right Anna. Booking a room for Mr
Socrates. This is something you can't
get wrong.
Anna: Well I've never done it before.
Narrator: I'm sure you'll be OK. When you
book a room, here's what you could
say:
Hello, I'd like to check availability and prices
for a room please.
Does the price include breakfast?
Are there any business facilities such as
internet and wi-fi?
I'd like to go ahead and make the reservation
please.
Anna: OK I'll give it a try. But where shall I
look?
Narrator: Try searching on the internet. Look
for a five-star hotel. He is a five-star
guest after all. Good luck.
Anna: Thanks. I better get back to the office
and get started.
Tom: Hi Anna.
Anna: Oh hi Tom. Well done for saving Mr
Ingle in that fire. You were very brave.
Tom: It was nothing really. So err... what
are you doing?
Anna: I've got to book a hotel for Mr
Socrates.
Tom: No! You know, we must be in trouble.
He never visits.
Anna: Really? So where shall I book him in
to?
Tom: Well my friend runs a fantastic hotel
it's five star! It's called the Royal
Imperial. Look, I've got his number.
Give him a call, mention my name.
You're bound to get a special rate.
Anna: Thanks Tom.
Tom: No problem. Oh but don't forget, I've
heard Mr S only likes a room with a
single bed in it. He gets spooked out if
there's another empty bed.
Anna: Oh right. OK, I might as well give it a
try.
Receptionist: Hello. Royal Imperial Hotel.
Anna: Oh, hello. I'd like to check availability
and rates for a room.
Receptionist: When for?
Anna: For three nights from tonight. Your
best room please!
Receptionist: All our rooms are the best!
But yes, we have one. It's 100 a
night.
Anna: Right. I work with TomTom Darcy
his friend runs the hotel. I wondered if
you could offer me a special rate?
Receptionist: Tom Darcy? No I've never heard
of him. Sorry, it's still 100.
Anna: Does the price include breakfast?
Receptionist: Yes. We offer a full continental
breakfast of toast, or bread, oh, and
teaor coffee.and cereal.
Anna: Oh. And do you have any business
facilities?
Receptionist: Well, we've got paper and pens.
Anna: I was thinking, internet, wi-fi shoe-
shine?
Receptionist: Yes. We've got that.
Anna: Good. And most importantly, is this a
single room?
Receptionist: We've only got twin rooms.
Anna: Twins? You've only got room for twins?
Receptionist: No. We could take a bed out
and just leave one in, if you want?
Anna: Oh that would be perfect. In that case,
I'd like to go ahead and make a
reservation please.
Receptionist: Good. How would you like to
pay?
Narrator: Well done Anna for booking the
hotel but I have a feeling Tom's
recommendation may not be as
luxurious as he says. Let's hear the
phrases Anna used when booking a
hotel:
Hello, I'd like to check availability and prices
for a room please.
Does the price include breakfast?
Are there any business facilities such as
internet and wi-fi?
I'd like to go ahead and make the reservation
please.
So the room is booked. I wonder what Mr
Socrates will think of it? He's a
particularly fussy man as we'll find out
next time. Bye!
Listening challenge - answer
How much is the nightly rate for the hotel?
100.
ep26 - You cannot be serious!
Mr Socrates, the big boss from America, is in
town and everything must be just
right. Unfortunately the hotel room
Anna booked for him isn't right so it's
up to her to sort it out and that
involves some complaining.
Language for complaining
This episode focuses on the language to use
when things aren't right and you need
to complain.
Phrases from the programme:
I'm very disappointed with your service.
The standard of service is not good enough.
The room I booked did not meet my
expectations.
I would like this matter resolved as quickly as
possible,
I would like to cancel my reservation and get
a full refund.
Listening Challenge
What type of hotel room did Mr Socrates
want?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back to Tip Top Trading
where everyone seems a bit flustered.
Paul: and we really need the best biscuits
there are.
Denise: Yes, and Ive made sure theres tea
and coffee
Paul: and the carpets?
Denise: Uh?
Paul: have they been cleaned.
Denise: Dont panic Paul, all taken care of.
Narrator: You see, the big boss from America,
Mr Socrates, is in town and everything
must be just right. Whats he like
Anna?
Anna: Well, so far he seems OK. A bit bossy,
quite short and a bit smelly!
Narrator: Well, he did just fly in from the
States. But you booked him into a
good hotel so hopefully hes had a
chance to clean up.
Anna: I hope so! Oh, I had better get that.
Hello? Ah hello Mr Socrates, did you
sleep well? Oh! I see I see erm
well oh, I dont know Tom said it
was five-star well OK goodb- Oh,
hes hung up.
Paul: Everything OK Anna? You look a bit
pale.
Anna: It was Mr Socrates. Hes not happy.
Paul: Golly gosh, oh dear. Whats the matter?
Anna: Its his hotel room. He doesnt like it.
The beds too soft, too small and its a
single room not a twin room.
Paul: Oh yes, he likes to have two beds in the
room for some reason.
Anna: But Tom said he only likes a single bed
in the room.
Paul: Really? Oh no, he insists on a twin
something to do with business
partners he says. Anything else?
Anna: Yes. He says he wanted freshly
squeezed orange juice for breakfast,
not the stuff out of a carton.
Denise: Anything else?! A view of Mount
Everest perhaps?
Paul: Yes, thank you Denise. Well, we really
must sort this out. We cant afford to
upset Mr Socrates. Now Anna, you
chose this hotel, I really think you
need to sort out this mess.
Anna: It was Toms suggestion
Paul: Just sort it, quickly. Oh golly gosh, golly
gosh.
Narrator: Uh oh Anna. Time to do some
complaining. What are you going to
say?
Anna: Oh... I dont know. Im not very good at
complaining.
Narrator: Well, Anna. Keep your cool and
politely tell the hotel why youre not
happy. You could say:
Im very disappointed with your service.
The standard of service is not good enough.
The room I booked did not meet my
expectations
Good luck Anna!
Anna: OK. Here goes.
Receptionist: Hello. Royal Imperial Hotel.
Anna: Erm... hello I want to I want to
complain.
Receptionist: Really? About what exactly?
Anna: Your hotel Well, I mean, a room I
booked for my boss. Room 101. Im
very disappointed with your service.
Receptionist: And whys that then?
Anna: Well, the room isnt like the one I
booked. Its just not good enough.
Receptionist: Hmm. Lets have a look at the
booking well your boss got a bed
and breakfast too a continental
breakfast in fact.
Anna: But the room just didnt meet his
expectations hello?
Denise: Give me the phone Anna, Ill deal
with this. Now hello Miss?
Receptionist: Miss Fit.
Denise: Miss Fit? This is the office assis- I
mean Manager here. This isnt good
enough. My colleague has made it
quite clear that the room did not meet
our requirements and I would like you
to resolve this matter as quickly as
possible or I will have to cancel our
reservation.
Receptionist: Sadly, we have no other twin
rooms available and anyway
Denise: Alright, Id like to speak to your
manager please. Really!
Narrator: Good old Denise. I can tell shes
done this before but will talking to the
manager really sort things out? Lets
remind ourselves of some of the
phrases you can use when you need to
complain:
Im very disappointed with your service.
The standard of service is not good enough.
The room I booked did not meet my
expectations.
And to get things sorted you could say:
I would like this matter resolved as quickly as
possible.
Or:
I would like to cancel my reservation and get
a full refund.
Lets see if Denise has sorted things out?
Paul: So have you managed to sort out Mr
Socrates?
Denise: Oh yes, Annas got him a new room.
Paul: Thanks Anna, Ill let him know. And
what about the orange juice?
Anna: Errr
Denise: Freshly squeezed, every morning!
Paul: Oh golly gosh, that reminds me, we
need some here in the office. Hes
going to be here any minute and he
says hes got some important news for
us.
Listening challenge - answer
What type of hotel room did Mr Socrates
want?
A twin room.
ep27 - Getting down to
business
It's the big day and Mr Socrates is about to
arrive at the offices of Tip Top Trading.
Unfortunately, it looks like bad news
for the team! What is on the agenda?
What is he going to say? And more
importantly will he get his freshly
squeezed orange juice?
Language for delivering bad news
This episode focuses on the best way to
deliver bad news.
Phrases from the programme:
I've got to give it to you straight
The outlook is gloomy
I've got to announce a profit warning
Listening Challenge
Which market does Mr Socrates want to
focus the business on?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello again. Its the big day and Mr
Socrates is about to arrive at the
offices of Tip Top Trading to talk
officially to the team. What is he going
to say? And more importantly, will he
get his freshly squeezed orange juice?
Tom: Quickly everybody hes coming out of
the lift with Paul.
Denise: Anna quickly, get a glass of orange
juice ready.
Paul: and if we come through this door
here we get to the office and
morning everyone. Im sure weve all
met Mr Socrates on the day of the
fire but today everything is a bit
calmer and well hes here to say hello.
Mr S
Hi!
Denise: Biscuit Mr Socrates?
Mr S
Biscuit? You mean a goddamn cookie.
Thanks.
Anna: Err, Mr Socrates, Im Anna. Would you
like some orange juice freshly
squeezed?
Mr S
You betcha as long as its made from Florida
oranges. Hey Anna? Aint you the
girl who booked my hotel room?
Anna: Oh yes, sorry about the bed and
Mr S
Hey, you got me a new room, it was great.
You did a good job there. Well done.
Anna: Oh thanks.
Tom: Hello. Its Tom. I recommended the
hotel, it was a
Paul: Tom. Everyone, shall we gather round
and hear what Mr Socrates has to say?
Please.
Mr S
Hey errr, whats your name
Paul: Paul.
Mr S
Yeah you. Dont you think I should be sitting
in the big chair?
Paul: Sorry. Yes of course. (Shuffling) There
you go.
Mr S
Now. Tip Top Trading. I gotta give it to you
straight. Things aint looking good, in
fact the outlook is gloomy. The global
recession has led to a meltdown in the
plastic fruits sector. And Ive got to
announce a profit warning. We just
aint selling enough of these bananas,
oranges and lemons to make any
money.
Paul: Theres a bit of an economic squeeze
on lemons!
Mr S
What?!
Anna: (To herself) Oh dear. Im not sure what
hes talking about but it sounds bad.
Narrator: It is Anna. Hes delivering some bad
news without hiding the truth. Thats
why he said Ive got to give it to you
straight. He said the outlook is
gloomy which it means the future
doesnt look good. And he mentioned
a profit warning, which means
company profits are probably going to
go down.
Anna: Crikey! That is bad. What does it
mean?
Narrator: Just keep listening for now.
Mr S
so, this calls for action. Im going to have
to
Tom: (interrupts) Oh no, not me Mr Socrates,
Ive been a loyal employee, I couldnt
face being unemployed.
Denise: Tom, calm down.
Mr S
Im not talking about redundancies yet.
Paul: Gosh, well that calls for another biscuit.
Mr S
My plan is were going into Europe.
Anna: You mean were moving to Europe?
Paul: No, no Anna. I think he means were
going to sell plastic fruit to the
European market.
Tom: Oh right! Great. Mr Socrates, Ive lots of
experience with Europe. I had a
holiday in Spain once twice actually.
Denise: Well well have to make sure our
phones can make international calls.
Mr S
Hmm. I think youre gonna need some help
with this, so Im bringing in my best
marketing executive, Rachel. What she
doesnt know about selling to Europe,
you dont wanna know. Shell be here
in a few weeks time.
Denise: Do you know if she prefers tea or
coffee or orange juice perhaps?
Mr S
Look Diana
Denise: Denise
Mr S
Denise. Like Dennis right? Shell want the
best the best tea, coffee, the best
team. Ill expect improved results and
profits. If not your necks will be on the
line especially yours Paul.
Paul: (nervously) Oh, chop chop. Wed better
get to work.
Narrator: scary! Your necks will be on the
line he means their jobs will be at
risk if things dont improve. Its a
worrying time for Tip Top Trading. Lets
remind ourselves of the phrases Mr
Socrates used to deliver bad news:
Ive got to give it to you straight
The outlook is gloomy
Ive got to announce a profit warning
Lets hope this new marketing strategy for
Europe is going to work. How are you
feeling Anna?
Anna: A little nervous. But Im going to try
my best to make sure this new
strategy works.
Narrator: Thats the spirit Anna!
Paul: Right everyone. I think we need to take
Mr Socrates down to the Rose and
Crown after work for a pint or two and
show him some true English
hospitality. How about it?
Mr S
I dont drink.
Paul: Ah well, perhaps some lemonade?
Narrator: Oh dear. This should be interesting.
Until next time, bye!
Listening challenge - answer
Which market does Mr Socrates want to
focus the business on?
The European market.
ep28 - Home truths
Tip Top Trading's big boss, Mr Socrates, has
announced a new strategy to sell
plastic fruit to Europe and, hopefully,
keep the company afloat. But, before
the real work begins, it's time for him
to enjoy some good English hospitality
at the pub. But after drinking a few
pints of beer, Mr Socrates says things
he shouldn't.
Language for
This episode focuses on tactfully telling your
Boss to keep the conversation
professional.
Phrases from the programme:
It's not appropriate to talk like that
Could we change the subject, please?
Can we keep our conversation professional,
please?
Listening Challenge
What is the name of the pub the team takes
Mr Socrates to?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello again. Tip Top Tradings big
boss, Mr Socrates has announced a
new strategy to sell plastic fruit to
Europe and hopefully keep the
company afloat. But before the real
work begins its time for him to enjoy
some good English hospitality at the
pub, courtesy of the team from the
London office. Lets join them now
Tom: Well welcome to the Rose and Crown,
it is small, not like one of those bars
you get in your country. Can I get you
a pint Mr Socrates?
Mr Socrates
A what?
Tom: A pint. A pint of beer, its really nice
here if you like it
Mr Socrates
I dont drink. Just an orange juice, freshly
squeezed.
Paul: On go on Mr Socrates, one pint wont
hurt. Youve got to have a pint of beer
when you come to a pub.
Mr Socrates
Oh very well. Ill try one. It had better be
good.
Tom: Youll love it. Ill get it. Three pints of
your best beer please Mr Landlord.
Denise, are you OK getting your own?
Im a bit short of cash.
Denise: Oh right. Mr Socrates, Anna said
she would be along soon. She had
some work to finish. Shes such a hard
worker.
Mr Socrates
Good to hear. She seems like a smart cookie.
Now lets try this beer mmm, not
bad, a little warm but tasty.
Paul: Oh, you drank that quickly would you
like another one?
Mr Socrates
Sure.
Anna: Hi everyone. Sorry Im late.
Denise: Hi Anna. Look Mr Socrates is
enjoying our English beer. I think its
going to his head.
Mr Socrates
(Loudly) Anna! Our best worker. Get Anna a
drink.
Tom: Yes Mr Socrates. Of course Mr Socrates.
Mr Socrates
Anna, come over here, lets talk.
Anna: Oh right. What about
Tom: There you go Anna. I got you some
crisps too. So what are we talking
about?
Mr Socrates
Nothing. Thank you bye bye.
Tom: Oh right. Bye bye. Yes, Ill go and talk to
Paul and Denise. Ill just be over here.
Mr Socrates
What a loser. I can tell hes all talk and no
action.
Anna: Well, Toms a good worker really and
Mr Socrates
and as for Paul. God, what a manager.
Always eating cookies. You know he
was fired from his last job because
Narrator: Anna, I think hes getting a bit too
personal. That beer is making him say
things he shouldnt.
Anna: I know. What should I say?
Narrator: Try saying its not appropriate to
talk like that or could we change the
subject please.
Anna: OK thanks. Erm, Mr Socrates I dont
think its appropriate to talk like that,
could we change the subject please?
Mr Socrates
Oh, sorry have I said too much? Maybe we
should talk about you. I like you Anna.
Youre keen but youve got a lot to
learn and I think you should wear
more black it makes you look
thinner
Narrator: Hes out of order. I think hes
saying too much. Ask him to keep the
conversation professional.
Anna: Right, good idea. (To Mr Socrates) Erm,
Mr Socrates, thank you but can we
keep our conversation professional.
Theres a lot to discuss about our
European market strategy.
Mr Socrates
Yeah, right, absolutely right. Anyway, youre
gonna have to lead this one not that
Tom guy. Im thinking of firing him, his
results ain't that great and
Tom: sorry to interrupt, just wondered if
youd like some nuts?
Mr Socrates
Hey Tom, I was just saying to Anna your
results havent been good and Im
thinking of
Anna: (flustered) of having another drink
thinking of having another drink. Mr
Socrates, did you know Tom actually
has a great idea for selling laser-
curved oranges to Spain?
Tom: (puzzled) Do I?
Mr Socrates
Thats good to hear Tom. Email them to me
and Ill check them over tomorrow.
Anna: Of course he will, Mr Socrates. Now
how would you like to drink
something, errr, less strong? Orange
juice perhaps?
Mr Socrates
Na, I think Ill try some more of the English
beer.
Narrator: I think Anna has just done Tom a
big favour shes stopped him getting
fired - for now. Sometimes
conversations with your boss can get
too personal but I think Annas got the
hang of keeping things professional.
Heres a reminder of what she said:
Its not appropriate to talk like that.
Could we change the subject please?
Can we keep our conversation professional
please?
Narrator: So Anna seems to be Mr Socratess
favourite team member but now shes
got some explaining to do to Tom.
Tom: Anna, what were you talking about to
Mr Socrates? Ideas for selling laser-
curved oranges to Spain?
Anna: He was going to fire you so I was
trying to tell him you had great ideas.
Tom: What?! You helped me? Anna, I dont
know what to say. I I I
Anna: Yes?
Tom: I need to go back to the office to work
on some ideas.
Narrator: Good idea. Keep it professional, eh
Tom? Until next time. Bye!
Listening challenge - answer
What is the name of the pub the team takes
Mr Socrates to?
The Rose and Crown.
ep29 - Putting the feelers out
Paul wants the team to make some cold calls
to find out who is buying plastic fruit
but this is a new challenge for Anna
who has to warm up her cold calling
skills.
Language for making a cold call
This episode focuses on what to say when
making a cold call to a prospective
client.
Phrases from the programme:
My name is Anna. Can you spare a few
minutes of your time?
Id like to tell you about our great new laser-
curved fruit
How much plastic fruit do you buy?
Thank you for your time. We hope to hear
from you soon.
Listening Challenge
What does Denise say she is very good at?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Bye bye Mr Socrates. Hes flying
back to America leaving Tip Top
Tradings London team trying to work
out how best to focus their business
on the European market.
Paul: Sorry to keep you waiting. I had to go to
the airport with Mr Socrates to see him
off. We had a good chat in the taxi and
he said some very positive things.
Denise: Oh yes. Like what?
Paul: Err, well well, how nice English beer
is.
Tom: Yeah but what about the European
marketing strategy what are we
going to do about that?
Paul: Well, Anna is supposed to lead on that,
Im taking a more biscuitorial control
over it.
Anna: A what?
Tom: It means you do all the work while he
eats all the biscuits!
Paul: Do you mind Tom. Now, what Im
thinking is we put the feelers out do
some cold calling, see what people are
buying at the moment.
Anna: Cold calling? But I like to be warm
when Im on the phone.
Denise: No Anna. Cold calling is when you
call prospective clients when theyre
not expecting you to, to ask them
something or to sell them something.
Im very good at calling people.
Tom: Yeah, usually the hair dresser! So Paul,
where do we begin, who do we call
first?
Paul: Track down some potential clients in
Europe, see what theyre buying now,
see what they want in the future.
Make them think its our laser-curved
fruit they want!
Denise: But keep your calls brief,
international calls are very expensive.
Narrator: OK Anna, its time to cold call. What
are you going to say?
Anna: I dont know.
Narrator: Find someone to call, then be
pleasant and polite. When you call,
ask to speak to the person who deals
with buying or purchasing. And then
ask that person if they could spare a
few minutes of their time.
Anna: OK. Here goes. (Looking through a
telephone directory) Lets have a
look fruit growers, fruit pickers, fruit
traders Fruit Traders International
(Dials number) 0-0-4-3-9-8-4-5-5-4-4.
Trader: Bonjour?
Anna: (surprised) Ah, erm, oh.
Narrator: Dont be surprised! Youve called a
company in France, they speak French.
Just ask if its OK to speak English.
Anna: Oh hello. Is it possible to speak to you
in English?
Trader: Oui yes.
Anna: Great. Are you the person who
purchases plastic fruit for your
company?
Trader: I am. How can I help you?
Anna: Yes, can you spare a few minutes of
your time? I want to sell you some
laser-curved fruit.
Trader: What?!
Narrator: Thats a bit direct Anna. Slow down
and tell them your name and why
youre calling. Find out something
about them. Maybe say Id like to tell
you about our great new laser-curved
fruit. Ask them How much plastic
fruit do you buy? and at the end of
the call say thank you for your time.
We hope to hear from you soon. Give
it a go Anna.
Anna: OK. Erm hello my name is Anna. How
are you today?
Trader: Good thank you.
Anna: Thats good. Id like to tell you about
our great new laser-curved fruit.
Trader: Oh yes.
Anna: Our company is called Tip Top Trading
and we are the UKs number 1 plastic
fruit manufacturer and well, were so
proud of our fruit that weve decided
to let the rest of Europe enjoy it too.
Narrator: Very good Anna!
Anna: We make our fruit using laser-curved
technology. In fact weve just launched
our best product ever, the Imperial
Lemon it looks so real you want to
squeeze it.
Trader: Hmm, lemons, interesting.
Narrator: Annas got the hang of this shes
on fire I mean, shes doing really
well. Her cold calling technique has
really warmed up. Shes pitched the
products now she needs to sell.
Anna: so thank you for your time. I hope
you may consider us when you next
purchase some plastic fruit.
Trader: We will certainly consider your
company.
Anna: Well we hope to hear from you soon.
Goodbye (puts phone down). Tom,
Tom, how are you getting on?
Tom: (On phone/angry) well if thats what
you think then you can shove your
kumquats hello? Hello? (Slams
phone down)
Anna: Whats wrong?
Tom: Theyve hung up on me. Really! He said
the plastic fruit industry is in
meltdown. But Anna, if I dont get any
contracts soon Ill be fired.
Anna: Well, this calls for teamwork Tom
tomorrow, Tuesday, were going to
tackle this task together!
Narrator: Hooray for Anna. Now shes
sounding like a leader. And shes
mastered cold calling by using some
simple phrases, like these:
My name is Anna. Can you spare a few
minutes of your time?
Id like to tell you about our great new laser-
curved fruit
How much plastic fruit do you buy?
Thank you for your time. We hope to hear
from you soon.
Phone rings
Denise: Anna. Theres a call for you, from
someone in France, they want to talk
to you about lemons.
Narrator: Sounds promising. Find out what
happens next time on English at Work.
Bye.
Listening challenge - answer
What does Denise say she is very good at?
Cold calling people.
ep30 - Two heads are better
than one
The company in France that Anna called
earlier has returned her call. She
hopes they're about to place an order
which could help save Tip Top Trading
from closure. But this deal will involve
 some negotiation and Anna needs
some help.
Language for negotiation
This episode focuses on what to say when
negotiating a deal with a client.
Phrases from the programme:
What kind of price are you willing to pay?
I don't think we can go that low.
If you buy more stock I can offer you a bigger
discount.
I'll meet you halfway.
Listening Challenge
What does the company in France agree to
buy from Tip Top Trading?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: (On the phone) Yes, we have plenty in
stock. They're 4 per unit They are
good quality ones
Narrator: The company in France that Anna
called earlier has called her back. Let's
hope they're making an order.
Anna: laser technology isn't cheap hmm,
I see Well, thanks for calling back.
Bye.
Paul: Everything OK Anna?
Anna: Not really. One of the companies I cold
called has rung back
Paul: Good, good
Anna: but they don't want to place an
order. They say we're too expensive.
Paul: So you let them go? Didn't you
negotiate with them?
Anna: Oh, was I meant to? I wasn't sure what
to say.
Tom: Having trouble Anna? Don't worry, I'm
sure that I can help. Negotiating is my
thing!
Narrator: "Negotiating is my thing"! What is
he like? Mind you, he has won a Pear
Salesman of the Year award so he
must be doing something right.
Anna: Are you sure Tom? Don't you want to
negotiate your own deals?
Tom: I owe you one Anna after you saved my
bacon with Mr Socrates the other
night. And besides you and me
Paul: Come on you two. Get a move on.
Europe is waiting for us! Custard
cream anyone?
Tom: No thanks. Right. Now you need to call
that French company back and ask
them what kind of price they are
willing to pay.
Anna: And then say that's fine?
Tom: No! Negotiate. Say "I don't think we can
go that low".
Anna: "I don't think we can go that low".
Tom: If they want a bigger discount, tell them
they will have to buy more stock.
Anna: More stock, bigger discount.
Tom: Yeah. And if you still can't agree a price,
tell them "I'll meet you halfway".
Anna: Meet halfway?! That means going to
Paris!
Tom: No. Halfway on the price. That line
always works for me. I sold a load of
plastic pears that way once.
Anna: So that's "I'll meet you halfway".
Thanks Tom. I'm really impressed.
You you
Tom: Am I, really?!
Anna: What? I was going to say, you really do
know your stuff despite what other
people say.
Tom: What? Uh?
Anna: Right, I'm off to make that call right
now.
Narrator: Good luck Anna and well done Tom!
Nice to hear him give some useful
advice but will it work? Let's remind
ourselves of the phrases he suggested
Anna uses when negotiating a sale:
What kind of price are you willing to pay?
I don't think we can go that low.
If you buy more stock, I can offer you a
bigger discount.
I'll meet you halfway.
Narrator: Let's see how Anna has got on.
Anna: Success! They've agreed to buy 5,000
Imperial Lemons.
Tom: Brilliant. I knew you would be great. Did
those killer lines of mine work?
Anna: Sort of but when I said what price
were they looking to pay, they said the
full price! As long as I send them the
contract today so I'd better go and get
an envelope and post it as soon as I
can.
Tom: Oh great.
Anna: Tom Tom can you come over here
to the stationery cupboard and get an
envelope from the top shelf for me?
Tom: Yeah, suppose so I'm coming... (Door
slams shut) oh!
Anna: Oh Tom, why did you do that? It won't
open it's locked help, help!
Tom: Help!
Narrator: Uh oh. This should be interesting.
How are they going to explain being
 locked in the stationery cupboard?
Until next time. Bye!
Tom: Let us out! We're stuck!
Listening challenge - answer
What does the company in France agree to
buy from Tip Top Trading?
5,000 Imperial Lemons.
ep31 - Sign on the dotted line
It's time for Anna to develop Tip Top Trading's
European marketing strategy but
where should she begin? Her boss,
Paul, doesn't have a clue so it's down
to Anna to work out what to do. Listen
in to find out what her plan is and how
she sets out to manage the project of
securing a deal with a French
company.
Language for project management
This episode focuses on what to say when
you need to develop a strategy for
your business.
Phrases from the programme:
We've got to compete on price.
We need to price our rivals out of the market.
We need to corner the market.
We need to build good relationships with our
customers.
Listening Challenge
Paul tells Anna he wants to touch base, what
does he mean?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: Help, help!
Tom: Help us! We're locked in.
Narrator: Oh dear. Do you remember that
Tom and Anna are locked in the
stationery cupboard? What are they
going to do? And what will people say
when they are discovered in there? I
have a feeling we're about to find
out
Denise: Goodness, what's that? Anna is that
you? And is that you Tom?
Anna: Yes, help! We're locked in.
Denise: Don't panic, I've got the key. There.
How on earth
Tom: it's not how it looks Denise. We were
just erm
Anna: just looking for envelopes.
Denise: Really?!
Anna: Yes, yes, really. The door slammed
shut and locked from the inside when
Tom walked in.
Tom: Yeah, she's right. Just walked in, and
shut the door and bang.
Denise: Hmm. Let's just keep it our little
secret shall we. (Aside to Anna) I
thought you had better taste Anna!
Paul
Ah there you are Anna, I need a word with
you Oh, you look like you've been
caught doing something you
shouldn't! Ha ha.
Anna: but I haven't.
Paul: Just joking Anna. Now could you step in
to my office, we need to touch base
about the European marketing
strategy.
Anna: Are we playing baseball?!
Narrator: No Anna! Touch base. He wants to
catch up with you, probably to see
how you're getting on. Go on Anna,
let's see what he has to say.
Anna: Oh I see. That door doesn't lock does
it?
Paul: No, I don't think so. Right Anna. Biscuit?
These new peanut ones are quite nice.
So how are things with the project?
Anna: Well, I've done some cold calling and
have an order from a company in
France.
Paul: I see. Very impressive but have they
signed on the dotted line yet?
Anna: The dotted line?
Paul: Have they actually signed the contract
yet?
Anna: Well, no, but
Paul: that's the problem. There's a rival
company who's also targeting the
European market called Tutti Fruity -
and they'll do anything to steal our
customers.
Anna: Oh I see.
Paul: So, to keep our head above water, we
need a clear strategy and that's why
I've put you in charge. So what shall
we do?
Narrator: I've a feeling Paul hasn't a clue
that's why he wants you to come up
with the ideas.
Anna: I think you're right but I don't know
what to say.
Narrator: Tell him we need to price the rivals
out of the market, that means offer
the lowest prices so nobody wants to
buy plastic fruit from our rivals. You
 could say that we need to corner the ep32 - The deal is off!
market, that means Tip Top Trading
Things aren't going too well. Anna negotiated
dominates the plastic fruit market.
a deal with a client in France but now
Anna: Oh, thanks. That's very useful.
they claim they've been ripped off!
Paul: So Anna, any thoughts?
This has got to get sorted - quickly.
Anna: Lots Paul. I think we've got to compete
Can she renegotiate with them and
on price.
save the deal?
Paul: Oh yes?
Further language for negotiating a deal
Anna: We need to price Tutti Fruity out of the
This episode focuses on what to say when
market. We need to corner the market
you need to negotiate a deal and
so that everyone knows we are the
convince someone to do business.
best choice for good quality, good
Phrases from the programme:
value plastic fruit.
I'm sorry to hear you're not happy with our
Paul: I like it!
price.
Anna: And and
Tip Top Trading prides itself on quality
Narrator: Tell him we need to build good
products and good value for money.
relationships with our customers that
You are a valued customer and your
means we give them good service.
business is very important to us.
Anna: we need to build good relationships
We can match the price of our competitors.
with our customers. Talk to them
Listening Challenge
regularly, send them gifts go and
What discount does Anna offer the client in
meet them face to face.
France?
Paul: Face to face? Yes, great idea just what
The answer is at the bottom of the transcript
I was thinking. If we follow this
below:
strategy I reckon there could be a
Transcript:
bonus for us all by Christmas.
Narrator: Welcome back to Tip Top Trading
Narrator: Well done Anna. Very convincing. If
where things aren't going too well.
you can put your ideas into practice
Anna negotiated a deal with a client in
you'll save the company. Let's remind
France but now they claim they've
ourselves of the words you used to
been ripped off! This has got to get
create the European marketing
sorted quickly.
strategy
Anna: Oh Denise, what exactly did they say?
We've got to compete on price.
Denise: Something about them agreeing a
We need to price the rivals out of the market.
price for 5,000 lemons and then being
We need to corner the market.
offered a better price by another
We need to build good relationships with our
company.
customers.
Anna: That'll be Tutti Fruity they want our
Narrator: Well, things seem to be going well
business.
for Anna or are they?
Denise: Sounds like they're going to get it,
Denise: Anna! Anna! That man from France
unless you sort it out. Maybe you
has called again and left a message.
should work out some new figures.
He's not happy this time. Something
Anna: Figures? Is there something wrong with
about us trying to rip them off!
my figure am I too fat?
Anna: What? Rip them off?
Denise: No Anna! Your numbers work out a
Denise: It means over charging them or
new price, see if you can squeeze the
giving them poor quality goods.
price of lemons maybe you can price
Anna: That's not fair. I'm going to have to
Tutti Fruity out of the market.
sort this out.
Anna: Hmm, somebody else has said that.
Narrator: That's it Anna go and build a good
Narrator: Yes it was me Anna! Do your
relationship with your customer! Bye
calculations, see if you can offer a
for now.
better deal and price Tutti Fruity out of
Listening challenge - answer
the market.
Paul tells Anna he wants to touch base, what
Anna: OK. I could sell them cheaper but there
does he mean?
would be less profit.
To catch up and discuss how things are
going.
Narrator: Well, less profit is better than no
profit. And who knows, if this goes
well, it might lead to more contracts.
But it's down to you now to make that
call.
Anna: But what am I going to say?
Narrator: Be friendly and say I'm sorry to
hear you're not happy with our price.
Tell them Tip Top Trading prides itself
on quality products and good value for
money. And flatter them and say they
are a valued customer and their
business is very important to us.
Anna: And what shall I say about the price?
Narrator: Tell them you can match the price
of our competitors.
Anna: Match the price. Right. Thanks. OK, I
had better call them.
Trader: Bonjour. Fruit Traders International.
Anna: Oh, erm, hello, is that Monsieur
Brown?
Trader: Oui. Yes.
Anna: This is Anna from Tip Top Trading. I
was sorry to receive your message.
Trader: Yes, well. I thought we were doing
good business and then another
company called me and offered me a
much better deal.
Anna: Yes, I understand. Im sorry to hear
you're not happy with our price but
hopefully we can sort something out?
Trader: Oh yes?
Anna: You are a valued customer and your
business is very important to us and
we would love to see our Imperial
Lemons on display in the restaurants
and shops of France.
Narrator: That's a nice touch Anna, well
done!
Trader: So?
Anna: So, I've done some calculations and
we can offer you a better price.
Trader: But Tutti Fruity can offer us a good
price.
Anna: I'm sure they can but we we
Narrator: Yes Anna?
Anna: at Tip Top Trading we pride ourselves
on quality products and good value
and I think we can match Tutti Fruity's
price in fact I know we can beat it.
Trader: I see. That's good to hear but
Anna: We'll give you an extra 10% discount
but obviously we would like you to
make a bigger order.
Trader: Oh, a bigger order. I will have to have
a think about this.
Anna: Yes, of course, but please let me know
as soon as you can before someone
else snaps up this offer. Merci. Au
revoir.
Trader: Ah, merci, au revoir.
Narrator: Excellent work Anna! I can see why
she's got the job now. But will her
sales tactics pay off? Let's remind
ourselves of some of the great lines
that Anna used in trying to resolve a
tricky sales deal
I'm sorry to hear you're not happy with our
price.
Tip Top Trading prides itself on quality
products and good value for money.
You are a valued customer and your
business is very important to us.
We can match the price of our competitors.
Denise: Well done Anna. It looks like you may
have saved that deal.
Paul: Saved the deal? Is there a problem?
Anna: Well, Tutti Fruity has tried to undercut
our price but I think I may have saved
the deal we had with International
Fruit Traders in France.
Denise: Yes, Anna offered a lower price for a
bigger order and they're having a
think about it.
Paul: Crumbs. If the deal's not complete I
think you need to get out to France
and seal the deal. I want you and Tom
to fly out there as soon as possible
and do some schmoozing.
Denise: Oh! You and Tom hey?
Narrator: That's enough Denise! This should
be fun. Find out what happens next
time on English at Work. Bye.
Listening challenge - answer
What discount does Anna offer the client in
France?
10%
ep33 - The deal is off!
Paul, the boss, is sending Anna and Tom on a
business trip to France. He wants them
to clinch the deal with a company
which is interested in buying their
Imperial Lemons. But has Tom got
more than business on his mind?
Language for booking a flight
This episode focuses on what to say when
you need to book a flight.
Phrases from the programme:
What is the outbound and return date?
Do you want to fly business or economy?
Do you want a fixed or flexible ticket?
Would you like a window or aisle seat?
Have you got a frequent flyer number?
Listening Challenge
Does Anna want a window or an aisle seat on
the plane?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello again. Well, this is very
exciting! Paul, the boss, is sending
Anna and Tom on a business trip to
France. He wants them to clinch the
deal with a company interested in
buying their Imperial Lemons. But has
Tom got more than business on his
mind?
Tom: Really? What me and Anna to
France?
Paul: Yes but make sure you get that contract
signed. We need the business.
Tom: Yeah, yeah, of course. Are we staying
overnight?
Paul: There's no money for that just get
there and come straight back. Oh and
could you bring back those nice French
biscuits that have in the duty-free
shop?
Tom: Sure. So, Anna, we're off on holiday
together are we?!
Anna: No! But I've got to book the flights
online, can you help me please?
Tom: It's not my thing. I'm sure Denise will
help. I need to go and pack for this
trip.
Denise: Yes Marge in the cupboard
envelopes apparently Tom and
Anna oh here she is got to go
Marge bye. Hello Anna, everything
OK?
Anna: Sort of. I've got to go to France with
Tom.
Denise: Yes, I know. I thought you'd be
pleased to go with Tom, after your
time in the stationery cupboard with
him!
Anna: I was just finding an envelope Denise.
Anyway, I'm worried about booking
the flights online. I usually book flights
at a travel agent's.
Denise: It's company policy now, we have to
do everything online even my food
shopping but dont tell Paul.
Anna: Oh right. So where shall I begin?
Denise: Pull up a chair Anna and we'll log on.
Right let's start with the British Airlines
website. There. London to Marseille.
What is the outbound date?
Anna: Going out tomorrow, back tomorrow.
Denise: Business class or Economy class? I
think we'll say Economy.
Anna: That's cheaper I guess. What's this
mean? Flexible or fixed?
Denise: A flexible ticket means you can
change your flight but a fixed one
means you can't and that's cheaper
so we'll choose that one. I'll book you
on the 8am flight from Heathrow and
flying home at 6pm. I just need to type
in your full names now and select your
seats. Window or aisle?
Anna: I'll what?
Denise: No Anna. A seat by the aisle or by
the window?
Anna: Oh, an aisle seat please, Denise.
Denise: Good. What's your frequent flyer
number?
Anna: Oh I don't have one of those.
Tom: What's that? Frequent flyer number?
Here I've got a gold status card, can
you stick my number in?
Denise: Gold status! Where did you get that?
Tom: Oh, I've flown loads of times for
business. I've done deals all around
the world.
Narrator: He means he's been on lots of
jollies free trips paid for by the
company and all he's come home
with is a sun tan!
Denise: Hmm, really. Right I just need to pay
now using the company account of
course.
Tom: Cool. Now, what do you think of my
sunglasses?
Anna: Lovely Tom. Denise has booked you a
window seat OK?
Tom: No! Sorry I can't sit by the window
Im errr
Denise: Yes Tom?
Tom: Well, I mean, it's only polite that the
lady sits by the window.
Denise: Really?!
Narrator: What's Tom like?! Hopefully he'll
prove a useful business partner for
Anna on the trip to France. Here's a
reminder of some of the questions you
may be asked when booking a flight
What's the outbound and return date?
Do you want to fly business or economy?
Do you want a fixed or flexible ticket?
Would you like a window or aisle seat?
Have you got a frequent flyer number?
Denise: There you go you two, your e-ticket.
Now don't forget your passports.
Tom: Thanks Denise. Hey Anna, I'm so
pleased that we're on this trip
together. It'll be nice to spend some
time with you.
Anna: Yes and to do some business and
really show Paul we are his best
employees.
Tom: Oh yeah, of course I just wondered
Anna: Yes?
Tom: Is there any chance I could sit in the
aisle seat?
Narrator: I've got a feeling Anna's in for a
bumpy ride. Find out how their trip
goes next time on English at Work.
See ya!
Listening challenge - answer
Does Anna want a window or an aisle seat on
the plane?
Aisle.
ep34 - The business trip
Anna and Tom are on a very important
business trip to try and sign a deal to
sell their plastic fruit to a company in
France. The company has received a
better offer so Anna needs to clinch
the deal and convince them that Tip
Top Trading's lemons are best!
Language for clinching the deal
This episode focuses on what to say when
you need to finish a deal.
Phrases from the programme:
Thank you for sparing the time to see us.
Each lemon comes with a satisfaction
guarantee - I know you won't be
disappointed.
I would be grateful if you could just sign the
contract.
Thank you. It was a pleasure doing business
with you.
Listening Challenge
What does Tom offer to throw in as part of
the deal with the company in France?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: Tom, could you let go of my hand?
Tom: Sorry, it's just I get nervous flying.
Anna: Well, we've landed in Marseille now so
you're safe oh, I like your passport
photo.
Tom: Oh do you?
Anna: I didn't know your middle name was
Stanley.
Tom: After my great-great-grandfather.
Anna: Really? Come on we need to get a taxi.
Taxi! Taxi!
Narrator: Hello again. Anna and Tom are on a
very important business trip to try and
sign a deal to sell their plastic fruit to
a company in France. The company
has received a better offer so Anna
needs to convince them that Tip Top
Trading's lemons are best. Are you
feeling confident Anna?
Anna: Not really. It was OK speaking to them
on the phone but seeing them face-to-
face is quite scary.
Narrator: You'll be fine. Stay calm. They'll be
pleased you've taken the time to fly
out and see them but tell them
you're grateful for their time and recap
what you told them on the phone.
Anna: Oh yes beat the price of the
competitor but get them to make a
bigger order.
Narrator: Yes. If they order more you can
offer a bigger discount. Good luck.
Tom: Oh look, we're here now. Now Anna, I
hope you don't mind me saying, but
just leave the talking to me. Right?
Anna: Err, well
Tom: Oh, Madame Brown, ciao, great to see
you
Trader: What?
Anna: Monsieur Brown. Bonjour. I'm Anna
from Tip Top Trading. This is my
colleague Tom. Thank you for sparing
the time to see us.
Trader: No problem. Did you have a good
flight?
Tom: It was great. I love those little bottles of
wine they give out I kept a few with
me if you fancy a glass of vin rouge?
Anna: I think we should sit down and discuss
business.
Trader: Of course.
Tom: Yeah, yeah, good idea.
Anna: Now, I believe Tutti Fruity has offered
you a good price but as I said on the
phone, we can beat that.
Trader: Yes you did.
Tom: Did you Anna?!
Anna: But to get this price you've got to buy
lots more.
Narrator: Anna! That's not very subtle. You
need to convince them they need to
buy more without telling them they
have to.
Tom: What she means is our Imperial Lemons
are made with our unique laser curve
technology. They are hard wearing and
a joy to have on display in any shop
window or restaurant.
Anna: Tom, that's amazing!
Tom:
I read it on the back of the box!
Anna: So, we really feel that we have a
product that you'll be proud to display.
And to get this fantastic price you just
need to place an order of 10,000.
Tom: And we can even throw in a free sample
of our new Perfect Peach range.
Anna: Each lemon comes with a satisfaction
guarantee. I know you won't be
disappointed.
Trader: Hmm. It sounds good. OK, I think you
have a deal.
Narrator: Good work Anna. Don't forget to
ask him to sign the contract and tell
him when he can expect the order to
be delivered.
Anna: OK. I would be grateful if you could
just sign the contract. We'll get the
lemons to you as quickly as we can.
Tom, do you have a pen?
Tom: Erm, no actually. It was in my bag
yesterday but it's gone it was a nice,
a good one too.
Trader: No problem. I have a pen. There you
go.
Anna: Thank you. It was a pleasure doing
business with you. We'll get those
lemons to you in two weeks' time.
Trader: Perfect!
Narrator: Good work Annaoh and Tom too.
The contract is signed but now you
have to deliver what you've promised.
There are many ways to clinch a deal;
here are some of the phrases Anna
used
Thank you for sparing the time to see us.
Each lemon comes with a satisfaction
guarantee - I know you won't be
disappointed.
I would be grateful if you could just sign the
contract.
Thank you. It was a pleasure doing business
with you.
Narrator: So it's been a successful day. It's
time for Tom and Anna to fly back to
London and tell Paul the good news
or is it?
Anna: Oh no look, our flight to London is
cancelled! It's the last one today. What
are we going to do?
Tom: Well, I guess we're just going to have to
stay here for the night. I'll sort out a
hotel.
Narrator: Until next time. Bye!
Listening challenge - answer
What does Tom offer to throw in as part of
the deal with the company in France?
A free sample of the new Perfect Peach
range.
ep35 - Lost in France
Anna and Tom are in a bit of a predicament.
Following a successful business
meeting they've returned to the
airport to discover their flight has
been cancelled. What are they going
to do next? Anna needs to brief Paul
about the delay.
Language for clinching the deal
This episode focuses on what to say when
you need to brief your manager about
something important.
Phrases from the programme:
It's good news I've closed the deal with and
the contract is signed.
We need to proceed with the order as quickly
as possible.
I'm committed to getting the order delivered
on time but I will need some help.
Listening Challenge
What does Anna want to drink at the bar?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back to English at Work,
where Anna and Tom are in a bit of a
predicament. Following a successful
business meeting, they've returned to
the airport to discover their flight has
been cancelled. What are they going
to do next?
Tom: Right, they've rebooked us on to the
next flight, which is at 7 o'clock
tomorrow morning.
Anna: Tomorrow morning?! What are we
going to do until then?
Tom: It's OK Anna, calm down. I've sorted out
a hotel quite a nice one actually.
Anna: But what about our new contract? I've
got to sort it out!
Tom: Anna, take a deep breath it'll be ok.
Let's go and get a drink and we'll work
things out.
Narrator: Anna, maybe Tom's right for once.
Go and enjoy some French hospitality.
You've done really well today but
perhaps you should keep your boss
Paul in the picture.
Anna: In the picture? I didn't take any
photos.
Narrator: No Anna! I mean keep him
informed. It's always a good idea to
keep the boss updated on what's
going on he is the boss after all.
Anna: OK. I will.
Tom: Yeah, this one looks quite cosy. I'll order
us a beer shall I?
Anna: I'd prefer an orange juice please.
Tom: Oh really? OK then. Err, Garcon. Je
m'appelle un beer et citron juice thing.
Au revoir!
Anna: What?! No Tom! Pardon, Je voudrais
une grande biere et du juice d'orange
s'il vous plait.
Waiter: Oui Madame.
Tom: I think she likes you! Well, everyone
likes you Anna. I like you because
Anna: I like you too Tom but don't you think I
should call Paul and update him on
what's going on keep him in the
picture?
Tom: I dunno. Let's just enjoy this moment
shall we? And besides, he'll be at his
biscuit appreciation class by now.
Anna: No. I would be happier just to call him.
Could I borrow your mobile phone
please? My battery has run out.
Tom: Yeah sure. You'll find his number under
Attila the Hun.
Anna: Attila the Hun?
Tom: Just my little joke!
Anna: Cheeky! But hold on what am I going
to say to him?
Narrator: Well, don't call him Attila the Hun!
Think before you call him: It's good
news you've closed the deal and the
contract is signed. We need to proceed
with the order as quickly as possible.
And say, I'm committed to getting the
order delivered on time. But if you
need help, ask for it.
Anna: OK I will. It's ringing
Paul: Hello?
Anna: Hi Paul. It's Anna. I've got some good
news!
Paul: Hold on. Sorry, I'm just munching some
new crumbly cream biscuits. Now,
what's the good news? Is it about the
contract?
Anna: Yes! I've closed the deal with Fruit
Traders International and the contract
is signed.
Paul: Excellent news.
Anna: To keep them happy, we need to
proceed with the order as quickly as
possible.
Paul: Of course, of course. So what are you
planning to do?
Anna: Well, obviously, I'm committed to
getting the order delivered on time but
I might need some help. I wonder if
Tom could
Paul: Yes, Tom can help you. Denise tells me
you have a special chemistry!
Actually, where is Tom now? Is he
home yet?
Anna: He's not. Actually Paul, Tom and I are
going to stay in a hotel tonight
Hello? Hello? Oh, I've lost the signal,
he's gone.
Tom: Never mind Anna. I think he got the
message. Another drink?
Narrator: Let's hope Paul has got the right
message about Anna and Tom!
Anyway, she's briefed the boss and
kept him in the picture. Here's a
reminder of some of the phrases she
used:
It's good news I've closed the deal and the
contract is signed.
We need to proceed with the order as quickly
as possible.
I'm committed to getting the order delivered
on time but I will need some help.
Narrator: A good day's work for Anna but
now it's time for bed.
Tom: Right, well, it's time for bed. We've got
an early start tomorrow.
Anna: So, where are we staying?
Tom: A lovely little boutique hotel, just round
the corner. I've booked a room with a
view.
Anna: A room? One room?!
Tom: Err yeah. That's all they had, actually
honest!
Narrator: Hmm. This could be interesting.
Let's hope things remain professional.
Until next time. Bye!
Listening challenge - answer
What does Anna want to drink at the bar?
An orange juice.
ep36 - The power struggl
Anna's just back from France where
everything went really well. But she's
in for a surprise. Rachel, the woman
who Mr Socrates recommended, has
arrived. Could this be the beginning of
a beautiful working relationship or will
there be trouble? How will Anna deal
with working with someone new?
Language for working with someone new
This episode focuses on what to say when
you start working with someone new.
Phrases from the programme:
I understand you have lots of experience so I
would like to use your skills to help
with the task.
Together we can do this job really well.
Let's discuss this so we can agree on a plan
of action.
Please respect my decision and let's move
on.
Listening Challenge
What fruit does Rachel think they are
sending to the new client?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back to English at Work
where Anna is very well, very happy!
You're in a good mood Anna.
Anna: Well, I'm just back from France, where
everything went really well. It was
quite an experience.
Narrator: Good. You got the contract for that
big order. All you need to do now is to
deliver what youve promised.
Anna: I know.
Denise: Hello Anna. Is Tom OK? He seems
really grumpy since he got back from
France.
Anna: He's fine. He just had to sleep on the
sofa last night.
Denise: Really?! I'm sure that's not what he
was planning. Now, did Paul mention
he's got a new member of staff for you
to meet this morning?
Anna: No.
Denise: Typical! Well, she's coming up in the
lift with Paul now.
Anna: Oh, so who is she?
Denise: It's Rachel. Do you remember? Shes
the woman who Mr Socrates
recommended. He says she's brilliant
and allegedly one of his best
employees oh, here she comes now.
Paul: and this is our office. Ah, Anna, there
you are. Did I mention before you went
to France, that Rachel is joining us for
a while?
Anna: No.
Paul: Ah well here she is. This is Rachel.
Rachel: Hi!
Anna: Hi. I'm Anna. I work here as a sales
executive.
Rachel: I know. You're quite new aren't you,
ya?
Paul: Not that new. She's just won a great
contract for us. Anyway, looks like you
two are going to get on like a house on
fire. Anna, I'd like you to, sort of, work
alongside Rachel.
Rachel: Alongside? Shouldn't I be in charge?
Paul: Yes it's just, you know, you're not
familiar with our office and Anna is,
sort of, across this new contract so
if you dont mind?
Rachel: OK. Just for now, but don't think Im
going to be told what to do.
Anna: I'm sure you won't be Rachel but
maybe we could help each other?
Rachel: I'll try.
Anna: Good! Oh dear. This is awkward. I've
never worked with anyone like this
before.
Narrator: Well, now's your chance Anna.
Rachel may be awkward to manage
but try these phrases which may help
things go more smoothly. Say, "I
understand you have lots of
experience so I would like to use your
skills to help with the task." And,
"Together we can do this job really
well." But why not just start by making
her a cup of tea. Good luck!
Anna: Oh thanks. Rachel, would you like a
cup of tea? And then we could talk
about this contract.
Rachel: I don't drink tea. Let's just get down
to business.
Anna: Oh, right.
Rachel: Now, I think you need to check your
stock and make sure you've got your
oranges.
Anna: Err It's lemons actually.
Rachel: Whatever. Just get them and you
know put them in a thingy a box.
Anna: Well, actually I understand you have Please respect my decision and let's move
lots of experience so maybe we could on.
you use your skills for this task? Tom: Hi Anna. Can't believe we were in
Rachel: Well, it's true, I do have lots of France this time yesterday.
experience. Thanks for recognising Rachel: Oh hello, Tommy boy. Long time no
that. see! This is a nice surprise.
Anna: So maybe we could work on this Tom: Err mmmm
job together? Anna: Have you two met before?
Rachel: Oh ya, sure. Great. Of course. I can Rachel: We certainly have. Hey Tommy boy?
get hold of these oranges err Tom: Oh no!
lemons, pronto. I know a man who can Narrator: Ha ha. Looks like Tom is lost for
get some second-hand ones, it'll save words let's hope he finds them in
us loads of money. time for the next episode of English at
Anna: But what about the quality? Work. Bye!
Rachel: Quality?! It's the cost we've got to Listening challenge - answer
worry about. Keep up Hannah. What fruit does Rachel think they are
Anna: Anna. sending to the new client?
Narrator: Come on Anna. Don't let her boss Oranges
you around. It's time to stand your
ground. If she causes trouble say "let's
discuss this so we can agree on a plan ep37 - Rachel the rabbit!
of action" or "please respect my
Anna is struggling to work with Rachel, Mr
decision and lets move on."
Socrates' favourite Sales Executive.
Anna: Hmm, OK, I'll give it a try. Rachel, I like
Rachel was sent to help out but she is
your enthusiasm but can we discuss
becoming more of a hindrance and
this so we can agree on a plan of
Anna has to deal with it. What will she
action?
say?
Rachel: Of course. Why didn't you say? Come
Language for dealing with a difficult
on discuss discuss talk!
colleague
Anna: Well, we pride ourselves on quality
This episode focuses on what to say when
products and our Imperial Lemon is
you have to deal with a difficult person
particularly good and I think our
at work.
client is expecting that. So I would like
Phrases from the programme:
to send them what I had promised in
I'm concerned that she's made a mistake
the contract.
that might affect the business.
Rachel: Oh ya, I see. But I'm not really sure
She's not pulling her weight.
you're right.
I'm finding it very difficult to work with her.
Anna: Well, if you could just respect my
Listening Challenge
decision this time and we can move
How does Tom describe Rachel to Anna?
on?
The answer is at the bottom of the transcript
Rachel: Well, just this once Hannah. But I
below:
think I'm going to have to talk to Mr
Transcript:
Socrates about you.
Narrator: Hello. It's another busy day at the
Narrator: Well done Anna for standing your
offices of Tip Top Trading
ground. It can sometimes be tricky
Denise: And I said no John, not at my age, I'd
working with a new member of staff,
rather take the bus
but it's important to try and develop a
Tom: yeah Pete, that's great, so we'll
good working relationship remember
deliver 2,000 bananas by Friday. Let's
business comes first! Let's hear those
have a beer soon yeah cheers
phrases again:
mate.
I understand you have lots of experience, so
Narrator: But there are two people who are
I would like to use your skills to help
busy annoying each other
with the task.
Anna: So you did what? You ordered the
Together we can do this job really well.
second-hand ones?!
Let's discuss this so we can agree on a plan
Rachel: Chillax Hannah
of action.
Anna: Anna!
Rachel: they're just oranges
Anna: plastic lemons actually.
Narrator: Anna is struggling to work with
Rachel, Mr Socrates' favourite Sales
Executive, who he's sent in to help
out or hinder more like!
Rachel: Look, I'm off for a cappuccino,
everything will be just fine. Ciao.
Tom: Anna, has Rachel gone out?
Anna: Yes.
Tom: She's a bit of a man-eater. She almost
ate me once.
Anna: She eats men?
Tom: Well, not exactly. I worked with her in
my last job. She was always listening
in to other people's conversations and
she's always changing jobs. That's
why they call her Rachel Rabbit you
know, big ears, always jumping from
one job to another.
Anna: Rachel Rabbit! That's funny. So she
isn't that good then?
Tom: Oh, useless! She only worked for Mr
Socrates because her father
threatened to sue the company, after
one of our plastic pineapples fell off a
shelf and broke his toe. But, better
keep that under your hat.
Anna: My hat?
Tom: I mean, keep it secret.
Anna: Oh right, I see. Well, now she's ordered
loads of second-hand oranges to send
to our new customer in France.
Tom: But they wanted Imperial Lemons?
Anna: I know. I'm not sure what to do, so I'm
going to have to speak to Paul about
this.
Narrator: Yes it's a good idea to refer up
sometimes ask the boss for advice.
Say to him "I'm concerned that Rachel
has made a mistake that might affect
the business". You might also say
"she's not pulling her weight",
meaning she's not doing the work she
is supposed to do. And you could say
"I'm finding it very difficult to work
with this person."
Anna: Right. I'll try. There's Paul now Paul,
could I have a word please?
Paul: Of course, Anna. Let's go in my office.
Now, how can I help?
Anna: Err, well, it's Rachel.
Paul: Yes, amazing woman. Mr Socrates'
favourite.
Anna: I know but I'm finding it difficult to
work with her.
Paul: Oh why's that?
Anna: I'm a bit concerned that she's made a
mistake and it might affect our
business.
Paul: Golly gosh. Really?! Why's that?
Anna: Well, she's ordered second-hand
oranges for our new client in France.
Paul: That's marvellous isn't it?
Anna: Well, I asked her not to. They wanted
lemons new Imperial Lemons.
Paul: Ah not so marvellous. Anything else?
Anna: Well, speaking personally, I don't think
she's pulling her weight. She doesn't
seem to do any work and just keeps
going out to buy cappuccinos.
Paul: Well, that's just not on. Look Anna, I will
look into this straight away and see if I
can sort this out. Thank you for
bringing it to my attention. Now, I
think you've earned a custard cream.
Narrator: So Anna has expressed her
concerns to Paul, the boss. It's up to
him to investigate. As long as you
have a fair reason to complain about a
difficult member of staff, these are
some of the phrases you could use:
I'm concerned that she's made a mistake
that might affect the business.
She's not pulling her weight.
I'm finding it very difficult to work with her.
I wonder how Paul is going to handle the
situation?
Paul: Ah, there you are Rachel. Nice
cappuccino? Could you step in to my
office for a moment I'd like a word.
Rachel: Ya, sure.
Denise: Ooh, I wonder what that's all about.
Do you know Anna?
Anna: Hmm, no idea.
Tom: She's probably going to get a promotion
and a pay rise and a custard cream!
Rachel: Thanks Paul, ciao. What a great guy
he is. Such a great sense of humour!
Looks like we're doing some good work
Anna!
Anna: Wwwhat?!
Narrator: Oh Anna. I'm not sure Paul has
really sorted out your concerns. But
don't worry, we're here to help you
out. See you next time on English at
Work. Bye!
Listening challenge - answer
How does Tom describe Rachel to Anna?
He says she's a bit of a man-eater.
ep38 - Oranges and lemons Anna: Tom, that's brilliant! Here, let me give
you a big hug you saved the day!
Tense times at Tip Top Trading! Anna is
Tom: Ooh, that's a bit tight.
having trouble working with new
Denise: Oh not again! You two just can't
employee Rachel, who's making some
leave each other alone
big mistakes. What can Anna do
Anna: Bbbut it was just
before Rachel goes too far? How can
Denise: Say no more Anna. Now, I was
she salvage the company's good
looking for my special red pen, have
customer relations?
you seen it anywhere?
Language for maintaining good customer
Tom: No. Funny that, my pens have gone
relations
missing too.
This episode focuses on what to say when
Denise: I'll go and get some more.
you have to maintain good relations
Tom: Now Anna, I don't want to interfere but
with your customers.
have you called that company in
Phrases from the programme:
France to see how they are?
Hello I'm Anna from Tip Top Trading. How are
Anna: Well, they're fine arent they?
you today?
Denise: It's good customer service to call
I hope you have received our order and are
them and see how they are.
happy with it.
Anna: But what do I say?
We do hope you are pleased with our service
Tom: Tell you what. I'll go over there and you
and that you may use us again.
can call me and practise.
Do you have any questions you may want to
Anna: Right. OK Tom, I'm calling your number
ask?
now.
Listening Challenge
Tom: Hello Fruit Traders International.
What item have both Denise and Tom lost?
Anna: Yes, hello
The answer is at the bottom of the transcript
Tom: introduce yourself and ask me how I
below:
am.
Transcript:
Anna: Oh right. Hello I'm Anna from Tip Top
Narrator: Hello and welcome again to English
Trading. How are you today?
at Work, where things are a little
Tom: I'm very well. Now ask me about the
tense. Anna is finding it hard to work
order.
with new employee, Rachel. She's told
Anna: I hope you have received our Imperial
Paul, the boss, about Rachel's
Lemons and that you are happy with
incompetence but hes done nothing
the order.
about it.
Tom: Yes, very very happy. The lemons are
So Anna, how are you feeling today?
fantastique!
Anna: Frustrated. All that work I put in,
Anna: Oh that's good. Erm we do hope you
getting the contract for Imperial
are pleased with our service and that
Lemons and Rachel has sent out a
you may use us again.
load of second-hand plastic oranges!
Tom: We certainly will. Thank you.
Narrator: I guess you're going to have to call
Anna: Do you have any questions you may
your client and sort out the mess.
want to ask?
Anna: I guess so. Oh hi Tom.
Tom: No actually yes. err, can I err
Tom: Is she about? The man-eater?
buy you dinner sometime?
Anna: No it's all clear, she's gone out for a
Anna: Very funny Tom. They won't ask that!
cappuccino.
Tom: No. I'm asking you.
Tom: Good good. Look I managed to call the
Anna: Oh right erm OK then yes!
guy she bought the second-hand
Narrator: Hooray! Or should I say oh dear?
oranges from, and I cancelled the
Silly Anna has agreed to go on a
order.
dinner date with Tom but there is still
Anna: Phew, great!
some business to attend to. Don't
Tom: Yeah, yeah and last night I managed
forget to make that call to your client
to order some Imperial Lemons and
Anna.
sent them to that company in France
Anna: No I won't in fact I'll do it right now.
Fruit Traders International. Heres the
paperwork.
Narrator: Good! While she makes that call,
here is a reminder of some of the
phrases she could use
Hello I'm Anna from Tip Top Trading. How are
you today?
I hope you have received our order and are
happy with it.
We do hope you are pleased with our service
and that you may use us again.
Do you have any questions you may want to
ask?
Denise: Are you OK Anna? You look a bit
annoyed.
Anna: I am I just called our client in France
to check everything was OK and they
said Rachel had already called them
and told them our lemons were so last
season and they would be stupid not
to choose oranges!
Denise: That's terrible.
Tom: hey Anna, how about this restaurant
for our date I mean our business
meeting. Look at this menu
Anna: Not now Tom. Rachel has messed
things up again. She's causing so
much trouble. She's got to go.
Tom: Oh yeah right. This calls for action.
Narrator: It certainly does. It sounds like
Rachel has gone too far this time and
it's up to Anna to sort things out. But
what can she do? Join us again next
time on English at Work to find out.
Bye!
Listening challenge - answer
What item have both Denise and Tom lost?
Their pens.
ep39 - A step too far
New recruit Rachel has been making life
difficult for Anna and she's been
making some bad business decisions.
It's time to give her a warning but who
is going to do it and what will they
say? How is she going to be
disciplined?
Language for giving someone a verbal
warning
This episode focuses on what to say when
you need to discipline someone and
give them a warning.
Phrases from the programme:
You've made some serious mistakes.
You need to consult me before you contact
any of our clients.
These mistakes cannot happen again
otherwise I will have to refer the
matter to someone higher.
Listening Challenge
Who stole all the pens?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello and welcome back to Tip Top
Trading. New recruit Rachel has been
making life difficult for Anna; she's
been making some bad business
decisions. Let's find out how Anna can
save the day.
Tom: Right, we've definitely got to do
something about Rachel definitely
only, I'm a bit busy at the moment.
Denise: Sorting out your dinner date are you
Tom?! So Anna, have you spoken to
Paul about this?
Anna: Yes I have, but he didn't do anything.
Denise: Hmm, well he is your boss so I think
you've got to speak to him again. Take
him some biscuits, that might get his
attention.
Anna: Well, I'll try
Denise: Oh and keep notes so you have a
record of your conversation.
Anna: Denise, you're amazing. But where
have the pens gone to?
Denise: That is strange we all seem to be
losing our pens. Here, use this old
pencil.
Anna: Thanks.
Narrator: Anna. Are you happy complaining
officially about Rachel?
Anna: Not really but what else can I do?
She's been spoiling all the work I've
been doing.
Narrator: Yes she has. OK, well tell Paul the
facts and tell him you want action.
Anna: OK. Right, here goes.
Paul: Come in.
Anna: Hi Paul. I really need to speak to you
about Rachel. She really is messing
things upPaul?
Paul: Sorry, just counting my biscuits. What
were you saying? Rachel? Great girl,
isn't she?
Anna: No she's not.
Paul: Oh.
Anna: Paul, she's already sent out the wrong
order and now she's upset our new
client. Plus, have you seen the way
she dresses? I'm not happy and I think
you've got to take some action.
Narrator: Anna, you're on fire! But stick to
the facts, don't get personal about
Rachel.
Paul: Well I'm sure Mr Socrates would
disagree with you. Look, if she is as
bad as you say then I'll give you my
permission to discipline her give her
a warning.
Anna: What! Me?
Paul: You know what's she done wrong so tell
her not to do it againand besides,
I've got an important meeting to go
to and they usually have those
delicious shortbread biscuits. So I'll
leave it with you then?
Narrator: What a useless boss! Anna are you
happy about what to do next?
Anna: Not really. What am I going to say?
Narrator: It's not easy but keep calm and
professional and say to Rachel,
"you've made some serious mistakes"
and "you need to consult me before
you contact any of our clients." Give
her a verbal warning saying "These
mistakes cannot happen again,
otherwise I will have to refer the
matter to someone higher." This may
lead to disciplinary action but it may
be for the best.
Anna: Oh it's all very serious but I suppose
I've got to do it.
Narrator: Good luck!
Rachel: Anna! Darling! What's wrong? I saw
Paul and he said you're in a bit of a
mood.
Anna: It's not a mood Rachel. Can we talk
pleasenow?
Rachel: Yeah sure. Let's sit here, shall we
not in that chair that's my favourite.
Anna: Rachel, I wanted to let you know that
you've made some serious mistakes.
Rachel: Oh!
Anna: You have really upset our new client
and you think it's ok to sell second
hand plastic oranges.
Rachel: Calm down. It's business, darling.
Anna: It's not good business Rachel. These
mistakes cannot happen again. If they
do I will have to take matters higher
and it could result in disciplinary
action.
Rachel: Oh! You're quite scary for a short girl.
Narrator: That was unnecessary! But well
done Anna for keeping cool and calm
in a difficult situation. Let's hope
Rachel has got the message. Here is a
reminder of the phrases you could use
when giving someone a verbal
warning
You've made some serious mistakes.
You need to consult me before you contact
any of our clients.
These mistakes cannot happen again
otherwise I will have to refer the
matter to someone higher.
Narrator: Let's find out how Rachel is
behaving.
Tom: Ah hello, Rachel.
Rachel: Tommy boy. Come and give me a
hug. Opps!
Tom: Our pens! All our pens! You've been
stealing them! Rachel!
Paul: What's going on? I say, what are all
those pens doing on the floor?
Denise: They're from Rachel's handbag.
She's been stealing them!
Paul: What? The company's pens?Right, well,
I need to see you in my office please
Rachel, nowif you don't mind.
Anna/Tom/Denise
Gasp!
Narrator: So Rachel is the pen thief! What
does this mean for her job at Tip Top
Trading? Find out next time. Until then,
bye!
Listening challenge - answer
Who stole all the pens?
Rachel.
ep40 - The Appraisal
It's time for Anna's appraisal - a chance to
review how things are going and to set
some challenges for the year ahead.
But will Anna like what Paul has to
say? Maybe news about Rachel will put
a smile on her face?
Language to use in an appraisal
This episode focuses on what to say when
you have an appraisal at work.
Phrases from the programme:
What has gone well for you this year? Give
me some examples.
And what didn't go so well?
What should you do more of?
Let's look ahead and set some objectives.
Listening Challenge
As part of Anna's objectives, what has she
been asked to develop? The answer is
at the bottom of the transcript below.
Transcript:
Paul: Could I have a word Anna, in my office?
Narrator: Hello again. I wonder what Paul
wants to say to Anna? Could it have
something to do with Rachel, the pen
thief - or is it just to do with biscuits?!
Let's find out.
Paul: Have a seat so well done for speaking
to her. Stealing all those pens from the
office was the final straw.
Anna: She was stealing straws?
Paul: No, no. It was the final thing that she
did wrong and it meant disciplinary
action. I've had to 'let her go' in
other words, sack her.
Anna: Oh, so she's gone. But what is Mr
Socrates going to say? She was his
best employee.
Paul: Leave it with me. Im sure he'll
understandI hope. Now, I wanted to
speak to you about your appraisal.
Anna: My appraisal?
Paul: Yes, we do it every year. It's a chance to
talk about you, talk about the highs
and lows of the past year and look
forward.
Anna: Highs and lows? But I haven't been
walking up any hills.
Narrator: No Anna! He means your appraisal
is about reviewing your performance
and setting objectives for the year
ahead.
Anna: I see. But what are objectives?
Narrator: These are tasks for you to do, to try
and improve your performance and
skills and help the business. Here are
the questions youre likely to hear in
an appraisal:
What's gone well for you this year?
What didn't go so well?
What should you do more of?
Let's look ahead and set some objectives.
Anna: Right. Thanks. So Paul, when shall we
have this, err, appraisal?
Paul: If you've time, we could make a start
now?
Anna: Oh OK. So I need to think about my
performance first?
Paul: Exactly. What has gone well for you this
year?
Anna: Well I guess I've just done my job.
Narrator: Anna! This is your chance to sell
yourself. Think about the deals you've
made, the people you've managed,
that sort of thing.
Anna: Right. Well, I did complete two big
contracts for the Imperial Lemon
Paul: You've had plenty of compliments for
that. You seem to have a zest for
selling!
Anna: Err, right and then there was dealing
with Mr Ingle in the warehouse.
Paul: Yes, that's a good example of dealing
with difficult staff. And what didn't go
so well?
Anna: Well erm working with Rachel
and cold calling I suppose. That wasnt
easy.
Paul: Ah yes. But you soon warmed up! And
what should you do more of?
Anna: Err, erm
Narrator: It's a tricky question Anna but
don't be ashamed about admitting
things that you feel you could improve
on. Nobody's perfect! Think about
skills you'd like to improve.
Anna: Oh OK. Well Paul, I guess I could
develop some ideas for new products?
Continue to work on the European
marketing strategy... sell more
Imperial Lemons err
Paul: That's enough Anna! If you do all that,
you'll put me out of a job!
Anna: Oh, I don't want to do that!
Paul: Now let's look ahead and set some
objectives. Biscuit?
Anna: Biscuits as an objective? Oh I seeno
thanks.
Paul: We've all got to improve our sales
targets so I'm asking all the team to
make an extra ten sales deals this
year.
Anna: Oh, ten, thats a lot.
Paul: It is - but I know you can do it. And you
mentioned developing new products,
well I'd like you to do just that but
not plastic fruit, I'd like you to develop
a plastic vegetable. Potato, carrot, that
sort of thing.
Anna: Gosh. Well, OK.
Paul: Oh and one more thing. Could you help
Denise sort out the stationery
cupboard? It's a right mess.
Anna: Err...
Narrator: That's a lot of objectives for Anna.
She's got her work cut out for the next
year. Appraisals are a good time to
review your work and plan what you
are going to do next. Here's a
reminder of the kind of questions your
manager may ask you:
What has gone well for you this year? Give
me some examples.
What didn't go so well?
What should you do more of?
Let's look ahead and set some objectives.
Paul: So if you could write up your appraisal
and have it back to me by Friday?
Anna: Of course Paul. Thanks. See you later.
Tom: Oh hi Anna. Are you still on for dinner
on Friday?
Anna: Yes Tom!
Anna: What's going on?!
Denise: A mouse a mouse! I've just seen a
mouse running out of the stationery
office.
Tom: Was he stealing the pens?!
Denise: It's no joke. Quickthere he goes!
Tom: Leave him to me! Oh oww!
Anna: Tom Tom? Are you ok?
Narrator: Uh oh! Whats happened to Tom?
Has he broken something? Join us next
time to find out. Bye!
Listening challenge - answer
As part of Anna's objectives, what has she
been asked to develop? - Plastic
vegetables.
ep41 - Doing it by the book
Tom has taken a tumble at Tip Top Trading.
He was chasing a mouse but he fell
over! What a disaster! Will Anna be
able to help and find the right phrases
to deal with health and safety at work?
Language to use in a health and safety
report
This episode focuses on what to say when
you need to talk about health and
safety at work.
Phrases from the programme:
How did the accident happen?
What was the cause of the accident?
Were there any injuries?
How could the accident have been avoided?
Listening Challenge
In the accident, what did Tom trip over?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Welcome back to the offices of Tip
Top Trading where Tom has taken a
tumble. He was trying to catch a
mouse but tripped over. Can Anna
help soothe the pain? Let's find out.
Tom: Ooh oww ouch. My arm really hurts.
Paul: What's all this noise about?
Denise: It's Tom. He's had an accident
tripped over a mouse I mean tripped
over trying to catch a mouse.
Paul: Golly gosh. Are you OK Tom?
Tom: I dunno. I think I've broken something.
Denise: Your pencil I think! Just sit there at
my desk and I'll go and call a first-
aider.
Paul: Anna,you're going to have to fill in one
of those Health and Safety reports.
Anna: Oh really? Do we have to?
Paul: It's procedure and it's the law it's got
to be done. Now Tom, would a biscuit
make you feel better?
Narrator: Health and Safety is important in
the workplace. The office needs to be
a safe place to work in, but accidents
do happen and that's when you have
to report it. Anna, do you know where
to find the form you need to fill in?
Anna: I think so. It's here on the company
intranet here it is, 'accident report
form'.
Narrator: Yes, it's sometimes called an
'incident or accident report form'. It
will ask you: How did the accident
happen? What was the cause of the
accident? Were there any injuries? And
how could the accident have been
avoided?
Anna: OK, I had better get started.
Denise: Right, I've call the first-aider. She'll
be here in ten minutes. Now, do you
need a hand with this form, Anna?
Anna: Yes please Denise. It wants to know
how the accident happened.
Denise: Just say there was a mouse no, a
large rat running about that needed
catching. And Tom, very bravely, tried
to catch it
Anna: Yes and then he tripped over
something.
Denise: Was it your ego Tom?
Tom: Err? Ha ha. Ouch! No, it was a sample
box of Perfect Peaches.
Denise: So, the cause of the accident was a
box of Perfect Peaches left on the floor.
Who left them there anyway?
Tom: That might have been me Denise.
Denise: What do I always say about putting
things away? Now Anna, it says here
'Were there any injuries?'
Anna: So I'll write, 'Yes, a member of staff
broke his arm.'
Denise: Sprainedhis arm. I think he'd be in a
lot more pain if it was broken, hey
Tom?
Tom: What? Err, yeah. It still hurts though.
Denise: Hmm! Now finally it says 'What can
be done to avoid this accident again?'
Anna: Get rid of the mice I mean rats?
Denise: No. Store things away properly and
keep the office tidy, eh Tom?
Tom: Yeah, I suppose so but I was only
trying to catch that mouse.
Denise: I know, very heroic. I'm starting to
see what Anna sees in you, you know.
Tom: Oh no, Anna, our dinner date!
Narrator: So, it's been an eventful day in the
office. Anna has done the proper thing
by completing an accident report form.
If you have to report an accident at
work, here are some of the questions
you might be asked:
How did the accident happen?
What was the cause of the accident?
Were there any injuries? And:
How could the accident have been avoided?
Narrator: So luckily for Anna she might get
out of that date with Tom!
Anna: Hey Tom, don't look so glum. I'm up for
dinner if you still are?
Tom: Ouch really?
Anna: Sure Tom, and as you've only got one
arm now, you won't be hugging me all
the time.
Denise: You'll have to spoon feed him his
food too!
Tom: Denise, could you go and call pest
control please?
Narrator: Careful what you say Denise, or
you may get injured too! So it looks
Anna and Tom's dinner date is on I
can't wait to be a fly-on-the-wall! See
you again soon. Bye!
Listening challenge - answer
In the accident, what did Tom trip over?
A box of Perfect Peaches.
ep42 - The dinner date
Anna and Tom are at a pizza restaurant for
their dinner date, but Anna has work
on her mind. She needs to put
together a proposal for her new
business idea!
Language to use in a business proposal
This episode focuses on the language to use
to make your business proposals really
stand out.
Phrases from the programme:
Exceptional!
Fantastic!
Quality.
Profit.
Efficiency.
Value for money.
Listening Challenge
What is Anna's 'brilliant' new idea?
The answer is at the bottom of the transcript
below:
Transcript:
Waiter: Would you like to see the menu?
Tom: Oh yes please.
Waiter: I was asking the lady actually.
Tom: Oh, right.
Narrator: Hello again. Anna and Tom are
finally on their dinner date at a pizza
restaurant. Eating could be difficult for
Tom because he's sprained his arm
after that accident in the office. He
might still have romance on his mind
but Anna is thinking about something
else. Are you feeling nervous Anna?
Anna: Nervous? Why?
Narrator: Being out on your own with Tom.
What are you going to talk about?
Anna: Don't worry. I can handle this, besides I
want Tom's ideas about developing a
new plastic vegetable.
Narrator: A plastic vegetable! Oh right. Well,
good luck.
Tom: So, this is nice. Finally, us together, on
our own, me and you, pizza, red
wine expensive red wine, actually.
Anna: Lovely, Tom. You know Tom, Paul wants
me to develop a new idea plastic
vegetables I thought, maybe, you
might like to help me?
Tom: Come on Anna, we're not here to talk
business. Tell me about you the real
Anna. Have you had many err, many
boyfriends before?
Anna: That's a bit personal. What do you
think about plastic peas?
Tom: Err? Can you not switch off from work
for one minute?
Anna: Tom. I think you and me are very
similar we're a good team. If we
could come up with a great idea for
Paul then who knows we may get to
travel the world selling it together?
Tom: Oh, I see. I hadn't thought of it like that.
Right well
Waiter: Your pizzas madam sir.
Anna: Thanks. Tom, I think you'll need some
help cutting that.
Tom: Thanks. Mmm, you smell nice or is
that the pizza?
Anna: I've got it!
Tom: What?
Anna: Plastic aubergines!
Tom: Plastic aubergines?
Anna: Yes. Plastic aubergines. They would
look great on this table a sort of
decoration.
Tom: Yeah! And you could put sauces inside
or salt and pepper. You could be on to
something here.
Anna: We need to put a proposal together, to
give it to Paul. But what should we
say?
Narrator: Anna, your proposal needs to be
brief but clear. Use positive language
to propose your idea to Paul. Use
words like 'exceptional', 'fantastic',
'quality', and talk about how it would
benefit the business by using words
like 'profit', 'efficiency', and 'value for
money'. Good luck!
Tom: Are you OK Anna?
Anna: Yes. Just writing some things down.
Tom: OK, well write down how we could
target restaurants and cafes. They'll
be begging for our vegetables. Oh this
is so exciting let's drink to our
succ Oh!
Anna: Tom! What have you done? You've
knocked red wine all over me and
my notebook.
Tom: Ermm, sorry. We had better get you out
of that dress.
Narrator: Hmm, what a mess and what a
date! But what may be lacking in
romance is made up for in a
potentially successful business deal.
Let's find out how it's going much
much later at Tom's flat
Anna: this exceptional product has
fantastic potential
Tom: Say 'demand for this plastic aubergine
will reach melting point!' My little joke.
Anna: by making the production more
efficient, our customers will get value
for money and our profits will increase.
There, done.
Tom: Great. We can pitch this to Paul first
thing on Monday morning. So now,
maybe we can get back to our date?
Look I saved some of that pizza.
Anna: It's all cold! Anyway, I had better go.
It's late and I want to tidy up this
proposal. But it's been great. I can't
wait till next time.
Tom: BbbutNext time?
Narrator: Well, that went well! The pizza may
be cold but Anna and Tom have
developed a red hot proposal. Here's a
reminder of some of the words you
might want to use to make your
business proposal stand out
Exceptional!
Fantastic!
Quality.
Profit.
Efficiency.
Value for money.
Narrator: So with the proposal written, Tom
and Anna just need to convince Paul
and that means pitching their idea.
Find out how they get on next time.
Bye for now.
Listening challenge - answer
What is Anna's 'brilliant' new idea?
Plastic aubergines.
ep43 - Doing your homework
After Anna and Tom's dinner date, the idea
for a new plastic vegetable is
developing in Anna's mind. But before
she can pitch the proposal to Paul she
is going to need to do some thorough
research!
Language to use in customer research
This episode focuses on the language you
need to carry out customer research.
Phrases from the programme:
Could I ask for your opinion on a new product
we are hoping to develop?
What plastic products do you currently use?
What products would you like to see us sell in
the future?
How do you feel about the idea of selling
plastic vegetables?
Any particular vegetable you would like to
see?
Listening Challenge
What did the first company that Anna called
sell?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello again. Last time on English at
Work, we heard Anna leaving Tom
crying into his cold pizza. He may not
have had the evening he was
expecting, but for Anna it was a huge
success. She came up with an idea for
a new plastic vegetable and now she
needs to pitch it to Paul, the boss.
Denise: so I think I'll go for the blue,
Marge, it matches my eyes well
almost
Anna: Morning Denise!
Denise: Oh, hello Anna yes, Anna, bright
girl, what she sees in Tom I'll never
know what?!... ha, ha, I'm sure you
would
Anna: Oh hi Tom. You're in early.
Tom: Uh? Oh yeah, couldn't sleep after you'd
left.
Anna: Tom, it was a fantastic night
unforgettable in fact. Thanks so much.
Denise: Did you hear that Marge? She said it
was 'unforgettable'! Looks like they're
getting very serious
Narrator: You're such a gossip, Denise. The
only thing Anna is serious about is her
new idea. How's it going Anna?
Anna: I'm really excited about launching a
new product, although Tom doesn't
seem so keen.
Narrator: Don't worry about him. You need to
concentrate on convincing Paul that
your new idea will bring in the
business.
Anna: But how?
Narrator: You need to pitch the idea to him
but before that, you need to do some
research.
Anna: Yes, of course research but how do
I do that?
Narrator: Check out the competition, work
out some costs and find out what new
product people would really like to
see. Why not do a customer survey?!
Anna: A customer survey. Right. But what
should I ask?
Narrator: Say: 'Could I ask for your opinion on
a new product we are hoping to
develop?' 'What plastic products do
you currently use?', 'What products
would you like us to make in the
future?', 'How do you feel about the
idea of selling plastic vegetables?',
'Any particular vegetable you would
like to see?'
Anna: OK, so it's like a questionnaire. I need
to do some cold calling again!
Narrator: Good luck!
Anna: I think I'm going to need some help
with this. Tom, Denise, have you got
time to help me please?
Denise: Of course Anna.
Tom: Yeah, well it's a bit tricky with my
ouch sprained arm. But go on. As it's
you.
Anna: Thanks. We need to call up some
companies and find out how interested
they would be in buying plastic
vegetables.
Denise: Oh lovely. I love talking to people on
the phone.
Tom: You certainly do Denise!
Anna: Good Denise. If you work your way
through our business directory, call
our existing customers and ask these
questions.
Denise: I'll get onto it straight away.
Anna: Great, and Tom, could you help me by
cold calling some new businesses?
Tom: Oh yeah sure. I've got loads of contacts.
Anna: I suppose I had better make some calls
too. Hmm, let's try this one. 7-4-3-9-1-
0-0
Man: Hello. Plastic Purr-fection. Can I help
you?
Anna: Oh hi. I'm Anna from Tip Top Trading,
we make and sell plastic fruits. I'm
trying some to get some opinions on a
new product we're trying to develop.
Can you spare a few minutes to help
me?
Man: Well I'm quite busy at the moment but
I'll try and help.
Anna: Thank you. I'll be as quick as I can.
Firstly, what plastic products do you
use at the moment?
Man: All sorts plastic balls, plastic fish,
plastic mice
Anna: Plastic mice?! Oh, I see. And errr
what sort of things would you like us
to sell in the future?
Man: Let's think erm more squeaky toys.
Anna: Squeaky toys?! What about plastic
vegetables?
Man: Do they squeak?
Anna: Err, not really. I think there might be
some confusion here. Do you use
plastic fruits in restaurants and shops?
Man:
No. We just sell plastic toys for cats, hence
the name 'plastic purr-fection'.
Anna: Oh I see, ha, ha. A good name, but, I'm
sorry you're not really the business I
was looking for. Thanks for your time
anyway. Bye.
Man: Bye. Get down Tiddles!
Narrator: Uh-oh Anna. It's a good idea to
check exactly what type of business
you are calling before carrying out
your survey. Better luck next time! If
you're doing some research and want
to get the opinions of your customers,
here's a reminder of the questions you
could ask:
Could I ask for your opinion on a new product
we are hoping to develop?
What plastic products do you currently use?
What products would you like to see us sell in
the future?
How do you feel about the idea of selling
plastic vegetables?
Any particular vegetable you would like to
see?
Narrator: Let's find out how the team is
getting on.
Denise: That was fun. I called 10 companies,
asked them your questions one man
asked me out for dinner anyway, I've
created a database and put all the
information there.
Tom: Well I've called 20 companies and they
all say plastic vegetables would be a
great addition to their range
especially aubergines!
Anna: Great. Well, I had some success too so
I'll put all the results in that database.
Thanks everyone. Oh no what's
happened? Denise! Denise!
Everything's disappeared off the
computer!
Tom: Hey, my computer's gone blank. We've
lost all our documents!
Narrator: Oh no a computer crash! Has Tip
Top Trading lost all its valuable
information? Find out next time in
English at Work. Bye!
Listening challenge - answer
What did the first company that Anna called
sell?
Plastic toys for cats.
ep44 - Computer crisis
Disaster strikes the computers of Tip Top
Trading! Something has happened and
everyone's work has disappeared.
Anna calls in the IT support, but can
she explain to them what the problem
is and can they actually help?
Language to use in dealing with IT
(information technology) problems
This episode focuses on language that you
might use when sorting out a problem
with your computer.
Phrases from the programme:
I am having problems with my computer.
The screen keeps freezing.
I seem to have lost some documents.
I have turned the computer off and on but
that hasn't fixed it.
Can you help, please?
Listening Challenge
What is the technical term for turning the
computer off and on again?
The answer is at the bottom of the transcript
below:
Transcript:
Anna: It's frozen. Nothing will work
Tom: Yeah and all my football scores I
mean company accounts have
disappeared.
Paul: Can anyone get their computers to
work? Or is just me?
Narrator: Welcome back to the offices of Tip
Top Trading where, as you can hear,
there appears to be a bit of computer
trouble. Everyone's work seems to
have disappeared. This is serious so
who can sort it out?
Denise: Leave it to me. I'll sort it out. You just
need to switch it off and on again
like that.
Anna: Hold on, let's check Denise! All my
documents have gone now!
Denise: Oh, sorry, I was just trying to help.
You'll just have to call I.T. Support,
look, heres their number.
Anna: 'It' Support?
Narrator: No Anna not 'it' but I.T. Support
information technology sometimes
called Computer Support. Most big
companies have them. These are the
people who sort out your computer
problems and get everything working
again. But be careful, they might ask
some tricky questions.
Anna: OK, thanks. But what should I say to
them?
Narrator: Tell them: "I am having problems
with my computer", then say "the
screen keeps freezing" and "I seem to
have lost some documents". Tell them
 "I have turned the computer off and on
but that hasn't fixed it". Finally, ask if
they can help please!
Anna: Well, I'll give it a try. Here goes.
I.T. Man : I.T., Dave speaking, how can I help?
Anna: Oh hello Dave I'm having some
computer problems in fact everyone
is here.
I.T. Man : Right. What system are you using?
Anna: What system?
I.T. Man : Yeah, what are you using? PC,
laptop, Windows XP?
Denise: Tell him it's Windows 7.
Anna: Erm it's Windows 7 on a PC.
I.T. Man : Good, good, this should be easy.
Were you using many applications
when it crashed?
Anna: Applications?
I.T. Man : Did you have lots of things open
documents, spreadsheets, videos,
other software?
Anna: Well, I suppose I did.
I.T. Man : Right, well Anna isn't it?
Anna: Yes.
I.T. Man : Right, well Anna, try pressing
control, alt, delete, at the same time
after that try opening Windows again.
Anna: OK. Tom, could you open the windows
please.
Tom: What eh? The windows?!
Anna: Yes. Dave says so.
I.T. Man : No, no, no. Open Windows 7 on
your computer.
Anna: Oh, silly me! No, the screen just
freezes. I'm a bit worried because I
think I've lost some documents.
I.T. Man : Hmmm. In that case the only thing
to do is reboot it.
Anna: Reboot it?You mean kick it?!
Denise: No! Reboot means turn it on and off
again.
Anna: Oh I see. No Dave, I have already tried
turning it off and on again but that
hasn't fixed it. What am I going to do?
I.T. Man : Don't panic! I'll come and have a
look. You're on the 2nd floor right?
Narrator: Oh dear. This is a bit worrying but
I'm sure Dave, the IT man, will get
things sorted. Remember if you have
important documents, it's best to back
them up on a memory stick just in
case you have a problem like this.
Let's remind ourselves of the phrases
we might use if we have to call
computer support:
I am having problems with my computer
The screen keeps freezing
I seem to have lost some documents
I have turned the computer off and on but
that hasn't fixed it
Can you help, please?
I.T. Man : Oh hi. Is Anna here?
Denise: She's over there.
Tom: So Anna, I'm just going to unplug the
screen and put the wire back in here
Anna: OK Tom but are you OK down there?
Mind your head.
I.T. Man : Excuse me, are you Anna? I've
come to fix your computer.
Anna: Oh, hello you must be Dave. I
really like your hair.
Tom: Ow!
I.T. Man : Thanks. You look rather lovely. I'd
better take a look at your computer.
Tom: Don't worry guys, its OK, I think I've
fixed it!
Narrator: Looks like Tom has a rival. Is Anna
going to fall for the charms of Dave,
the I.T. man, or is he just going to
upgrade her software? This could get
very interesting but there's still work
to be done so join us again soon for
English at Work. Bye.
Listening challenge - answer
What is the technical term for turning the
computer off and on again?
To reboot the computer.
ep45 - The plastic aubergine
Anna's about to pitch her plastic vegetable
idea to Paul, but will she have the
chance to speak to him? The only
opportunity may be very short Anna
will need to get her elevator pitch
perfect if she's going to be successful!
Language to use in an 'elevator pitch'
This episode focuses on what to say when
you have limited time to pitch a new
idea, perhaps in a lift or elevator.
Phrases from the programme:
We've come up with an exciting new product.
This fantastic product will be a great addition
to table decorations in the cafe and
restaurant market.
We can increase efficiency but maintain
quality.
By my calculations, we can increase profits
by 20%.
I'm confident this new product will be a huge
success.
Listening Challenge
How much does Anna hope her new product
will increase profits by?
The answer is at the bottom of the transcript
below:
Transcript:
Narrator: Hello and welcome to English at
Work. The company's computer
system has been fixed and Anna
seems to have found a new friend in
Dave, the IT support man. But her
main concern now is pitching her new
idea for a plastic aubergine, to Paul
the boss.
Tom: So Anna, that guy didn't really know
what he was doing did he?
Anna: You mean Dave?
Tom: Dave was that his name? He had a
really bad smell.
Anna: No he didn't. He's done a great job.
Look everything is working so, if you
don't mind, I think we should get this
pitch for Paul finished.
Denise: You'd better hurry up. Paul's taking
the afternoon off to go to his biscuit
lovers convention.
Tom: Oh right. Well, we might as well leave it
until tomorrow then Anna.
Anna: No Tom. Theres no time like the
present I heard someone say that
once we've got to get our idea to
Paul as soon as possible. Then we
might have time for a drink, or shall I
ask Dave?!
Tom: No, no, you're right. Look, I'll design
some pictures of the aubergine and
you get the results of our survey
together, yeah?
Anna: Great.
Narrator: Well done Anna. Remember to
make your pitch clear and exciting.
Really sell it with words like
'exceptional!', 'fantastic!', 'quality',
'profit', 'efficiency', and 'value for
money'.
Anna: OK, I've got all that. I'm just adding
some of the facts and figures from our
customer survey.
Tom: Anna, I've got the designs, they're
coming off the printer now.
Paul: Denise, Im off now. Cant wait any
longer for my garibaldis!
Anna: Wait Paul! I need to tell you about our
new product idea.
Paul: Well, I, I, have to go. Can you tell me
about it in the lift?
Anna: In the lift? Do I have to?
Paul: Sorry Anna, but that's the only time Ive
got.
Narrator: Right Anna. It's time for your
'elevator pitch' an elevator is an
American word for lift. Youll need to
pitch your idea quickly and concisely.
You need to tell Paul what the product
is and who your market is. Then talk
about how you hope it will make
money for the company. Talk about the
evidence you have that it will be
successful and convince him it will
really benefit the business.
Anna: Phew, there's a lot to say in a short
time but here goes.
Paul: Anna, could you just press the 0 button
there, thanks.
Anna: Now Paul. Tom and I have come up
with a new exciting product the
plastic aubergine.
Paul: Oh yes?
Anna: Yes. This fantastic product will be a
great addition to table decorations in
the caf and restaurant market.
Paul: Will it now? Do you really think it will be
a profitable addition to our plastic
portfolio?
Anna: Oh yes. Using the same plastics as our
fruits, we can easily re-mould our
bananas and change the colour. We
can increase efficiency but maintain
quality.
Paul: And profits?
Anna: By my calculations, we can increase
profits by 20%. That's based on selling
the same quantity that we now sell of
Imperial Lemons.
Paul: Hmm, 20%, really? But do you know
whos going to buy this product?
Anna: I do. We've conducted a survey and
already found 10 new companies who
would buy this and 27 existing
customers who have shown an
interest in it
Anna: and I'm confident this new product
will be a huge success.
Paul: Very impressive. You've certainly done
your homework. Look, let me chew it
over probably on a custard cream
and I'll get back to you.
Anna: Thanks. Paul, Paul you've forgotten
your bag.
Paul: Oh yes, I'll need that. Thanks.
Narrator: Great work Anna! You convinced
me but have you convinced Paul?
So Anna's done her first 'elevator pitch' and
kept to the facts. Here's a reminder of
some of the things she said:
We've come up with an exciting new product.
This fantastic product will be a great addition
to table decorations in the caf and
restaurant market.
We can increase efficiency but maintain
quality.
By my calculations, we can increase profits
by 20%.
I'm confident this new product will be a huge
success.
Tom: So, how did it go Anna?
Anna: I'm not sure. I told Paul as much as I
could and I think he listened.
Tom: Good, good. So, what are you doing
now?
Anna: I've got to meet someone.
Tom: Anyone I know?
Anna: No, not really.
Tom: It's Dave from IT isn't it? What does she
see in him?
Narrator: Do you want me to answer that
Tom?! Anna may have fallen for the
charms of Dave but let's hope she
keeps her mind on her plastic
aubergines. Join us again next time on
English at Work.
Listening challenge - answer
How much does Anna hope her new product
will increase profits by?
20%.