Jackie: I’ll be looking after you today, Hannah.. Henry: I don’t know, I think you need to speak to Jackie before you start work.. Hannah: I’ll talk to Bob now and tell him we need a
Trang 1A2 Bob: Hannah! I am so sorry We had an urgent meeting
with a customer and there was no time to tell you
Hannah: No problem
Bob: Well, it’s good to see you again Welcome to
Mailready Solutions
Hannah: Thank you
Bob: Can I introduce Jackie Skelly? She’s the Sales
Manager
Jackie: I’ll be looking after you today, Hannah Sorry
about this morning
Hannah: It’s fine Really
Bob: Okay then Well, Jackie will show you around
and then the three of us will have a meeting after lunch
Hannah: Sounds good
Jackie: Come with me, I’ll show you to your desk This is
Henry Henry! HENRY!
Henry: Sorry
Jackie: Henry is our Web Manager and the IT expert
So ask him if you need any help with your PC
Hannah: Yes, we met Hi
Henry: Hello again
Jackie: Henry, is Hannah’s PC ready?
Henry: Yes, but I told her you had the login details
Jackie: That’s fine … All you need to do is enter your
username here and then your password You can use these for now … That’s right You can set your own username and password later
Hannah: Sure
Jackie: Now, Bob and I will explain your tasks in more
detail this afternoon
Hannah: That’s good To be honest, I’m not sure about all
the things I have to do
Jackie: Don’t worry It can be difficult at first, but I
can show you the ropes And if you have any questions, you can always ask me
Hannah: Thanks!
Jackie: Now, let me show you around … The kitchen
is over there, and the toilets are just outside, near the lift
Hannah: Okay, thanks Is there a canteen?
Jackie: No, not in the building I usually go to the café
next door
Hannah: Oh yes, I went there before my interview It’s nice
Jackie: Well, let’s go there for lunch
Hannah: Sure
Jackie: Now, everyone needs an access card to get into
the office It means you can come in on weekends, even when there’s no one on reception Let’s go down there now and get yours Follow me
A1
Hannah: Hello? … Hello? Excuse me … excuse me
Henry: Oh! Can I help you?
Hannah: Hi, sorry to bother you I’m Hannah
Hannah Katima I start today I’m the new
Customer Relations Manager
Henry: Oh, right! I see Today? Hello, Hannah I’m Henry
Hannah: Nice to meet you
Henry: Nice to meet you too I’m really sorry but
nobody else is here at the moment
Hannah: Oh, really? Bob Summers told me to come here
at ten o’clock today
Henry: Oh Bob is at the airport He got an urgent call to
meet an important customer there
Hannah: Oh, I see Do you know when he’ll be back?
Henry: I think he’ll back at eleven Do you want to wait?
Hannah: Okay, but can I do anything before he gets back?
Henry: I don’t know, I think you need to speak to Jackie
before you start work She’s the Sales Manager
She’ll explain everything you need to know
Hannah: Where is she?
Henry: She’s with Bob
Hannah: Right. Is there anyone else who can help me?
Henry: Well, Sonali is the Admin Assistant, but she’s
ill today And the Finance Manager, Alan, is on
holiday So, there’s just me in the office
Hannah: And what’s your job, Henry?
Henry: I’m the Web Manager I manage the website and
the online ordering system
Hannah: So, do you know if my PC is ready?
Henry: Yes, but Jackie has the login details You can
wait here if you like Would you like a cup of
coffee?
Hannah: No thanks, I’m fine
Henry: Okay Well, like I said, I think they’ll be back at
eleven Let me know if you need anything else
In Company in action: Video scripts
Trang 2B2 Bob: Sorry, sorry! Important phone call Right, so
what’s the problem?
Hannah: Okay, thank you everyone for coming …
Bob: So, something about Internex? They’re a big
customer, you know!
Hannah: Yes, if I can …
Sonali: It was Brian It wasn’t me He didn’t record the
order in the system
Hannah: Can we just …
Bob: When was this? How big is the order?
Sonali: It’s big, but listen Bob, it wasn’t my …
Hannah: Okay everyone, thank you Thank you We only
have a short time for this meeting, so let’s focus
on what we need to achieve There are three things on the agenda today: first we need to find out more about the problem, then we can discuss possible solutions and finally we’ll decide on a course of action
Bob: Fine
Hannah: Okay Sonali, can you tell us exactly what the
problem is, please?
Sonali: I got a call from Mr Stevenson – he’s the buyer
at Internex UK – and he said he ordered twenty touchscreen shredders last month and he asked
me for the delivery date I checked the system, but there was no order Nothing We don’t have any of those machines in the warehouse, so we have to get them from Germany They will take another month to arrive Maybe more
Bob: And what did Mr Stevenson say?
Sonali: He was really angry He said he needed the
machines this month He wants a twenty per cent discount on the order …
Bob: Twenty per cent!
Sonali: … or he will choose another supplier
Bob: What? This is serious, Sonali!
Sonali: I know I’m sorry Bob, but it wasn’t me It was
Brian I think he took the order before he left the company but didn’t put it in the …
Hannah: Can we keep to the agenda, please?
Bob: But I don’t understand how Brian can be so
stupid
Hannah: The reason we are here is to discuss our options,
and to decide on the best one We don’t want
to give Internex UK a twenty per cent discount because we’ll lose too much money
Bob: Right But we don’t want to lose Internex as a
customer
Hannah: So, that’s the problem Now, let’s discuss
possible solutions Sonali, what do you think?
Sonali: We have some smaller machines in stock
We could offer him those with a ten per cent discount
Bob: How many of the smaller machines do we have?
Sonali: I think there are more than twenty in the
warehouse They’re not touchscreen though
B1
Sonali: I know that, Mr Stevenson, and I’m very
sorry … Yes, I completely underst … I know,
I know I completely understand I think there
was a mistake … Well, I can only apologize,
Mr Stevenson I see Well, I can’t make a decision
on that I need to talk to my supervisor Okay,
thank you, Mr Stevenson I’ll call you back this
afternoon
Hannah: Sonali?
Sonali: Oh dear!
Hannah: That didn’t sound good Who’s Mr Stevenson?
Sonali: He’s the buyer at Internex UK
Hannah: Aren’t they one of our …
Sonali: … one of our biggest customers? Yep
Hannah: So what’s the problem?
Sonali: Well, they ordered twenty of the ST series
touchscreen shredder machines
Hannah: Really? That’s a big order I didn’t know about
this
Sonali: That’s the problem Nobody did There’s no
record of this order on the system, and we don’t
have the machines in the warehouse It will be
at least four weeks until we can get them from
Germany
Hannah: How can this happen?
Sonali: Brian – who did your job, before you – I think
maybe he took the order before he left the
company, but forgot to put it in the system
Hannah: This is serious, Sonali!
Sonali: I know it’s serious! He’s really angry He wants
a twenty per cent discount on the order, or he’ll
find another supplier
Hannah: Twenty per cent? That’s far too much There’s no
way we can give him that
Sonali: But we can’t lose this customer, Hannah What
can I do?
Hannah: We need to tell Bob about this
Sonali: Really?
Hannah: Yes I think we need to put our heads together
and decide what to do
Sonali: But Mr Stevenson wants me to call him this
afternoon
Hannah: I’ll talk to Bob now and tell him we need a
meeting before lunch Don’t worry, it’ll be fine
Sonali: I hope you’re right
Trang 3C2 Alan: Right, time to go home
Henry: Is it six?
Alan: It’s quarter past
Alan: I got a text message from Hannah She got to
Afexis in the end
Henry: Was she late?
Alan: Yes, but it was fine The meeting went well,
so that’s good
Henry: Good
Alan: See you tomorrow then
Henry: Bye Oh, Alan!
Alan: Yeah?
Henry: Are you coming to the party tomorrow night?
Alan: For Jackie’s birthday? Of course! Yeah, what time
is it?
Henry: It starts at seven, but I forgot to tell you It’s not at
Antonio’s We couldn’t get a reservation
Alan: Oh, right Where is it?
Henry: Do you know the Chinese restaurant on Welford
Road?
Alan: No, I don’t think so Can you tell me how to get
there?
Henry: You go down Filbert Street until you get to the
T-junction Antonio’s is on the corner
Alan: Okay
Henry: Turn right down Hardwick Avenue and take the
first turning on the right That’s Welford Road
The Chinese restaurant is halfway down on the left – you can’t miss it
Alan: Is it opposite a bank?
Henry: That’s right
Alan: I know that place It was a Greek restaurant the
last time I went there
Henry: Well, it’s a Chinese restaurant now and they’ve got
good reviews
Alan: Great! See you there
Henry: Good evening, Mailready Solutions Henry
speaking How can I help you?
Hannah: But he needs the machines as soon as possible
I think it’s a good idea to offer them to him with
the discount
Bob: I agree We really want to keep him happy if
we can
Hannah: Okay, so is everybody clear on this? Sonali will
call Mr Stevenson and offer him the smaller
machines, plus a ten per cent discount
Sonali: Yes
Bob: Yes
Hannah: Good, thanks everyone Sonali, please send us
both an email after you speak to him
Sonali: Okay
Hannah: And I think we should have a meeting later
in the week, to talk about how this mistake
happened
Bob: Agreed
Hannah: Well, thanks for your time
C1
Alan: Right Okay then, I’ll get her to give you a call
when she gets back Thanks Bye
Alan: Mailready Solutions, Alan speaking How can I
help you? Hannah, hi! That was quick How was it?
Oh I see Where are you now? No, no idea Sorry
Hang on Henry! HENRY!
Henry: Yes, what?
Alan: Do you know where the Afexis office is?
Henry: No, why?
Alan: Hannah went to see them, but she can’t find the
office She’s on the phone now
Henry: Didn’t she take a map?
Alan: She wrote down some directions, but she’s at the
station now and she doesn’t understand them
Henry: Hang on, I’ll have a look at their website Afexis?
Alan: Yeah Hannah? Hang on, we’re just checking
I’m going to put you on hold
Henry: Okay, here it is: ‘How to find us’
Alan: Hi Hannah, I’m looking at their website Come
out of the station and turn right … You turned
right? Okay Go down Bristol Street, then turn
into Ansor Street It’s the second road on the left
The Afexis building is halfway down Ansor Street
on the right She can’t see Bristol Street or Ansor
Street
Henry: Let’s look at a more detailed map … Okay, tell her
there’s a big post office opposite the station
Alan: Hannah, can you see the post office opposite the
station? No
Henry: That’s strange – you can’t miss it Which station is
she at?
Alan: Which station are you at, Hannah? Branford
Station
Henry: Ah, oh dear The Afexis office is near Barnfield
Station, not Branford Branford Station is on the
other side of town
Alan: So, she’s …? Hannah? I’ve got some bad news
Trang 4D2 Bob: Sorry, sorry! Problems at the warehouse Right
Hello Thank you for coming, Alan
Alan: Bob, Jackie – can I just say I’m really sorry about
the financial report
Bob: These things happen Don’t worry The important
thing is to make sure they don’t happen again
Jackie: We know that you’re very good at your job …
Bob: That’s right
Jackie: … and we think that you are an important
member of the team
Bob: But …
Jackie: We can see that you’re very stressed at the
moment
Bob: … and we want to help you keep on top of things
Alan: Oh … Right I see
Bob: Now, Jackie had some good ideas
Jackie: We think that part of the problem is your
commute
Alan: It is very tiring I usually leave the house before
six in the morning, and I don’t get home until after eight at night The traffic is terrible
Bob: So, how about working flexitime?
Alan: Flexitime?
Jackie: Yes You can start work later or earlier; that way
you miss the traffic and get to work quicker
Alan: That sounds good
Bob: Also, we’re happy for you to work from home one
day a week
Jackie: So you can really concentrate on your work …
Bob: With no interruptions How does that sound?
Alan: I think that would really help me It’s a great idea
Bob: Good So, think about how you might change your
working hours, and decide which day you want to work from home
Alan: Okay Can I email you later today?
Bob: Of course
Jackie: Hopefully, this will make life easier
Alan: I’m sure it will help Thanks, really
Bob: No problem We have a very big project starting
next month and we need you at your best Okay?
Alan: Okay
Bob: Good Now, let’s get back to work
D1
Alan: You wanted me?
Bob: Come in, Alan How are you?
Alan: Fine Hi, Jackie
Jackie: Hi there
Bob: Have a seat, Alan We want to speak to you about
something
Alan: Okay What is it?
Jackie: It’s about the financial report you sent me last
week
Alan: Oh, yes Hope it was okay
Jackie: That’s the problem, Alan There were a lot of
mistakes
Bob: Jackie showed it to me, and I agree A lot of
the information was incorrect, and some very
important details were missing
Alan: Oh, I see
Jackie: We need your financial reports to be accurate
We use them to decide on our future budgets and
targets
Alan: Yes, I know I’m sorry I don’t know what
happened
Bob: You don’t usually make mistakes like this To be
honest, we’re a bit worried
Jackie: That’s right Is everything okay, Alan?
Alan: Well, I’m feeling a bit stressed at the moment
As you know, I have a very long commute, and
this is a busy time of year I just don’t have
enough time to do all my work properly
Bob: I see
Alan: It takes me two hours to get here and two hours
to get home When I’m at the office, I seem to
spend most of my time answering the phone
for other people I’m very tired and it’s hard to
concentrate on my own work
Jackie: But you didn’t say anything, Alan
Alan: I know I didn’t want to bother you
Bob: Look, we’re all very busy at the moment This is
a stressful time, but you can always talk to me or
Jackie if you’re having problems
Alan: Okay
Jackie: You’re a valued member of the team, Alan
Bob: That’s right, but we need to make sure this doesn’t
happen again The financial reports are too
important
Alan: Absolutely I don’t know what to suggest
Bob: I tell you what Let’s all think about this and meet
again tomorrow afternoon How’s that?
Jackie: Good idea
Alan: Sure
Bob: After lunch tomorrow then Thank you, Alan
Trang 5E2 Sonali: Shall I start?
Hannah: Ready when you are
Sonali: Okay So, this is the ST series touchscreen
shredder First of all, I’ll tell you about its performance
Hannah: Can I ask a question?
Sonali: Yes
Hannah: Is there just one ST model? You said ‘series’?
Sonali: Oh, sorry There are three models – 15, 25
and 35 This is the ST25
Hannah: Okay Thanks
Sonali: It shreds 25 sheets at a pass – that means you
can put 25 sheets in at the same time … And in one day, you can shred up to 1,000 sheets The motor in this model is designed so it doesn’t get too hot, when you’re using it a lot … And the bin – that’s where the shredded paper goes – can hold 1,000 sheets, so you only need to empty it once per day … It’s a strip cut shredder, which means the paper is cut into thin strips As you can see, they’re very thin – four millimetres wide Would you like to look at them?
Hannah: Thank you
Sonali: Secondly, I’d like to tell you about the safety
features The ST25 automatically switches off – sorry, it goes into standby mode – if you haven’t used it for ten seconds It starts again when you put a sheet of paper in
Hannah: Does that mean it saves energy?
Sonali: Yes, that’s right And … if you don’t use it for five
hours, it disconnects from the electricity supply Finally, I’ll tell you about the touchscreen
Hannah: Oh, yes
Sonali: The touchscreen shows you the status of the
machine – whether it’s in standby, or switched off, and it … also shows you if the paper is jammed or if the machine needs oil, and when the bin is full Are there any questions?
Hannah: Yes Does it only shred paper, or can you shred
CDs and credit cards as well?
Sonali: That’s a very good question; I’m glad you asked
that There is a separate slot for credit cards and CDs, and the strips go in a separate bin
Hannah: Thank you
Sonali: That brings me to the end of my presentation
Thank you for listening Was it okay?
E1
Sonali: Ooh, that looks nice What is it?
Hannah: Just a salad
Sonali: Lovely! Can I ask you something, Hannah?
Hannah: Of course
Sonali: You’re Customer Relations Manager now, but
you worked in sales in your first job, didn’t you?
Hannah: Yes I was a Sales Assistant, and then a Sales
Representative
Sonali: And when sales people go out to visit new
customers, they make a presentation, right?
Hannah: That’s right And I still make presentations,
sometimes Why do you ask?
Sonali: How do you do it? I mean, don’t you feel
nervous?
Hannah: Well, I was nervous when I started, in my first
job But once I took the plunge I realized it
wasn’t so bad In fact, I like doing it now
Sonali: Hmm I don’t know how to present
Hannah: But you know about the products
Sonali: Well, yes But I want to know about presenting
I think it might be useful in the future
Hannah: Part of your personal development?
Sonali: I suppose so
Hannah: Yeah, that makes sense
Sonali: Actually, at my last appraisal, I asked for more
responsibilities I said I’d like to go out and visit
customers, but Jackie thinks I’m not ready yet
But she did say I should try to improve my skills
Hannah: I see
Sonali: Do you think I could learn?
Hannah: Of course Look, I’ve got an idea Why don’t you
prepare a short presentation about one of the
products you know well, and then you could
present it to me And I could give you some
feedback
Sonali: Really? But you might think I’m terrible!
Hannah: Well, we all have to start somewhere And I’m
sure you’re not as bad as you think I’ve heard
you talking to customers on the phone and
you’re always professional
Sonali: Okay, it’s a deal!
Hannah: I’ll send you some links to websites with tips
for making presentations And if you have
any questions, you can ask me while you’re
preparing
Sonali: That sounds perfect I’m really grateful for this,
Hannah
Hannah: I’m happy to help Let’s look at our diaries and
set a date for the presentation
Sonali: Great! Oh, no Now my burger is cold!