Scope and SequenceNEW SKILLS LANGUAGE UNIT writing a short paragraph; scanning rows and columns in tables; listening for information Language Functions: greeting; introducing; identify
Trang 1Students’ Book
English for Starters, Vocational Stream – Commercial
English for Starters, Vocational Stream – Commercial, is
an English language course that was specially written for vocational /
commercial secondary schools in Syria The course progresses from an
intermediate level of English in Grade 10 to an advanced level of English in
Grade 12
The book introduces students to concepts in commerce; it assumes no prior
knowledge of commercial skills on the part of students and teachers
The course aims to review and consolidate the language and skills learnt at
previous levels and equip students for their future foreign language needs in
the following areas: language skills (reading, listening, speaking and writing),
grammar, vocabulary and commercial knowledge It enables students to
perform routine tasks at work and to take part in social interaction in a
Trang 3Students’ Book
ﻡ٢٠١٥¥٢٠١٤
ﺔﻋﺎﺒﻄﻠﻟﺔﻣﺎﻌﻟﺍﺔﺴﺳﺆﻤﻟﺍ
Vocational Stream Commercial Grade 10
Trang 4Page Title
Unit
5Functions of Management
1
10Management Concepts
2
15Appointments
3
20Money and Banking
4
25
Friendship Culture and Values 1
26Bank Accounts
5
31Customer Service and Loans
6
36Office Equipment
7
41Satellites
8
46
Children’s Rights Culture and Values 2
47Friendship
9
52Account Books
Trang 5Scope and Sequence
NEW SKILLS LANGUAGE
UNIT
writing a short paragraph; scanning rows and
columns in tables;
listening for information
Language Functions: greeting; introducing;
identifying people; describing arithmetical calculations; checking spelling
Vocabulary: personal data; numbers 0-50;
phone numbers; simple arithmetical operations;
names and titles
Grammar: yes/no questions with be;
questions with what and who
Language Functions: comparing management
and leadership traits; identifying different styles
Language Functions: describing future
arrangements; times and dates
Vocabulary: management activities Grammar: present continuous for future
arrangements
3 Appointments
(pp 15-19)
NEW SKILLS LANGUAGE
UNIT
listening for detail
Language Functions: asking for repetitions;
talking about money
Vocabulary: formal words/phrases for banking;
compound nouns
Grammar: imperatives; articles
4 Money and Banking
(pp 20-24)
scanning columns and rows to extract numerical data quickly
Language Functions: asking for explanations;
explaining and rephrasing
Vocabulary: verbs for banking; compound nouns Grammar: present simple
Language Functions: phoning a switchboard
and stating the purpose of your call; working at
Trang 6Scope and Sequence
NEW SKILLS LANGUAGE
UNIT
listening and making a list;
spelling; understanding and completing order forms
Language Functions: asking about and
describing quantities; needs and wants;
asking for clarification
Vocabulary: stationery and related unit
nouns
Grammar: countable / uncountable
nouns; have got
7 Office Equipment
(pp 36-40)
phoning to apply for a job;
note-making; relating verbs, agent and concept nouns; job
advertisement
Language Functions: expressing
similarity; comparison and degree of difference
Vocabulary: radio components; adverbs;
conjunctions
Grammar: comparatives with than;
as … as; adverbs of degree:
far / slightly greater than; relative
clauses: in which; from where
8 Satellites
(pp 41-45)
understanding a menu; reading formal and informal invitations; writing an invitation
Language Functions: Greeting
colleagues; offers; invitations and responses; orders in a restaurant
Vocabulary: containers; food; more unit
nouns
Grammar: countable / uncountable
food nouns; would you like + noun or infinitive; the pronoun one
9 Friendship
(pp 47-51)
NEW SKILLS LANGUAGE
Vocabulary: past time expressions
Grammar: past tense of be
10 Account Books
(pp 52-56)
reading a newspaper article; listening and taking notes
Language Functions: Comparing
objects; specifications and dimensions;
advantages and disadvantages
Vocabulary: past time expressions; basic
computer vocabulary; adjectives and their opposites
Grammar: comparative adjectives: adj +
infinitive
11 An Electronic
Office
(pp 57-61)
correcting punctuation in emails
Language Functions: describing
abilities; classifying and defining
Vocabulary: work skills and attributes;
classification words
Grammar: comparative adjectives: adj +
infinitive; relative clauses (defining)
12 Success in Life
(pp 62-66)
All the names, characters and companies mentioned in the book are imaginary
Trang 7Functions of Management
A Quick silent reading
1 Read the text quickly Choose True or False.
1 TST* is a British company True/False
2 These six people work in
Damascus True/False
3 They all know some English True/False
TST
TST is the name of a Syrian compan
y Its head office is
in Damascus TST has a sister compan
y in London Its name is TST UK, and it is a British compan
y Here are some of the people in TST Damascus.
Salwa El Masaudi
Job: Receptionist First language: ArabicSecond language: English
Ali Al-Mathiab
Job: Managing DirectorFirst language: ArabicSecond languages: English, French
Simon B
Job: Training OfficerFirst language: EnglishSecond languages: French, Italian
Huda Kassem
Job: SecretaryFirst language: ArabicSecond language: English
Andy W
Job: Technical OfficerFirst language: EnglishSecond language: French
Omar Al-Kindi
Job: Sales AssistantFirst language: ArabicSecond language: English
*Technical Syria Technostructure: a company in which a group of experts direct the workings of industries.
1
Trang 83 What is his first name?
4 Is English his first language?
5 Who is the Receptionist?
6 What is her second language?
7 Is Huda a Manager?
8 What is her surname?
9 Who speaks French and Italian?
10 What is his job?
4 Work in pairs Practise this conversation
A Excuse me, Simon What’s your surname?
E Names and titles
7 Study this information
Mrs or Ms + surname a married woman Miss or Ms + surname a single woman
8 Say the title + surname for these people
1 Huda Kassem (She is not married.)
2 Salwa Al Masaudi (She is married.)
3 Ali Al-Mathiab (He is married.)
4 Omar Al-Kindi (He is not married.)
5 Andy Whitington (I don’t know.)
9 Ask and answer about the people at TST
Trang 9Functions of management
F Grammar
10 Study the table
Yes/No questions with be
Is Huda a secretary? Yes, she is
Is she married? No, she isn’t
Is Ali a manager? Yes, he is
Is English his first
4 English / second language?
5 Andy / technical officer?
6 Arabic / second language?
12 Now ask and answer the questions
G Questions with what and who
13 Put these words in the correct order to make
questions
1 What your language second is?
2 is your ? surname What
3 Who Managing Director of ? TST the is
4 ? Whitington is Who Andy
5 is his ? What second language
6 name of the your school ? What is
Remember We write What is and Who is, but we
say What’s and Who’s.
Remember 0 = zero or nought in maths,
but 0 = oh in telephone and
Trang 10I Reading
15 Look at the chart and answer the questions.
1 Who are the people on this list?
2 What information about each person is there?
3 Are the surnames in alphabetical order?
4 Which room is Simon Bennett in?
5 What is his telephone number?
TST alphabetical staff list
J Room and telephone numbers
16 Read, listen and repeat.
A Who’s in room sixteen?
B John Carter.
A What’s his telephone number?
B Three double-nine eight seven two four.
B Who’s in room twenty-two?
Trang 11Functions of management
K Mathematics
18 Study and learn the words.
Symbol Word(s) Example
+ plus Seven plus nine equals sixteen (7 + 9 = 16)
- minus Nine minus seven equals two (9 - 7 = 2)
x times Three times four equals twelve (3 x 4 = 12)
÷ divided by Twelve divided by four equals three (12 ÷ 4 = 3)
% per cent Twenty-five per cent of forty equals ten (40 x 25% = 10)
. point Nought point two five plus one point seven five equals two (0.25 + 1.75 = 2)
A What‘s twelve plus three?
B Twelve plus three equals fifteen.
21 Listen to the teacher’s questions and calculate the answers.
L Different functions
22 Match the management functions in the box with their definition.
1 is the ongoing process of developing the business’s mission and objectives and determining how they will be accomplished
2 is establishing the internal organisational structure of the organisation The focus is on division, coordination, control of tasks and the flow of information within the organisation
3 is filling all positions in the business with qualified people Recruiting, hiring, training and evaluating are the specific activities included in the function
4 is influencing people’s behaviour through motivation, communication, group dynamics, leadership and discipline The purpose is to channel the behaviour of all personnel
to accomplish the organisation’s mission and objectives
5 is measuring and reporting actual performance and taking corrective or preventive action as necessary
19
20
Directing Organising Staffing Controlling Planning
Trang 12Management Concepts
2
A Dialogue
1 Listen and read, then answer the
questions.
Simon: Hello, Helen What is wrong?
Helen: I am having a problem finishing my
work on time!
Simon: Oh! Well, managing time is a very
important skill it’s not easy to cope
with all the work and finish on time
Helen: I envy the people who naturally have
good time-management skills Others,
like me, have not been able to develop
these good habits
Simon: You know, time is probably the most
valuable asset available to people and
organisations Understanding how to
manage one’s time can contribute to
the success of our professional lives I
will give you a book about this topic;
it may be helpful
Helen: Thank you Simon I will try to read it
and give it back to you next week
A week later
Helen: Hi, Simon I want to tell you what I
learned from the book you gave me!
Simon: Hello, Helen Ok, go ahead.
Helen: There are three skills I need to develop
to be good at time management and
these are the development of suitable
personal qualities, the development
of short- and long-term goals and the
effective use of computers
Simon: Well, that is a lot of work!
Helen: Yes, these skills need time to be
developed but if I practise them I think
I will overcome my fear of deadlines!
Questions
1 What is the problem that Helen is facing?
2 Is it a common problem that employees face?
3 Is there a solution to the problem?
4 What are the three skills that need to be
developed?
5 Do you know these skills? Can you explain
each one of them in one sentence?
B Listening
2 Listen to the definition of Human Resource Management and fill in the blanks with the key words in the box.
benefits care and logic efficiency fairness hiring recruitmentHuman resource management is the function within an organisation that focuses on the
of management and providing direction for the people who work in the organisation Human Resource Management is the organisational function that deals with issues related to employees such as
compensation, , safety, health, , employee motivation, communication, administration and training.The Human Resource Management Department is designed for those who want to become a member of management in any profession at any level Employees of the human resources department should have two major skills:
Trang 13Management Concepts
• comprehend that human resources should be
managed with
• recognise that human resource decisions
affect the of employment
relationships, the attitudes and behaviours
of employees and the of the
organisation
C Manager / Leader
Manager / Leader Traits
Directs energy toward
goals, resources and
Sees the world as
relatively impersonal
and static (black and
white).
Sees the world as full
of colour and is stantly blending new colours and shapes.
con-Influences people
through the use of
logic, facts and reason.
Influences people through altering moods, evoking images and expectations
Has a low level of
emotional involvement
in their work.
Takes in emotional signals from others, incorporating them into the relationship with individuals.
3 Work in pairs Read the above traits and
compare them Which traits do you believe
are better for dealing with responsibilities?
Start your conversation as follows:
Example
Student A: I think it is good for managers to keep
away from being emotionally involved in their work.
Student B: I don’t agree with you I think that good
managers should at least understand the emotional
state of the employees they are dealing with.
Student A:
D Reactive Management vs Predictive Management
4 The following are definitions of two different styles of management Read them, then decide which skills relate to which style
Reactive management deals with problems
as they come up However, predictive management focuses on reducing the number
4 able to keep the big picture in mind when working through the details
5 calm and in control in the midst of a crisis
6 thoughtful and analytic
7 innovative and able to find new ways to solve problems
8 decisive and able to act quickly
Trang 14Present continuous tense
Form this tense with the verb be + -ing
Examples
I am (not) looking.
It is (not) working.
We are (not) coming.
We use this tense when we talk or write about temporary activities that are happening now.
6 Ask and answer about all the people in the pictures
Example
A Is Sawsan working?
B Yes, she is She’s answering the telephone.
A Is Khaled working?
B No, he isn’t He’s reading a newspaper.
7 Which sentences are true in your class now? Correct the untrue sentences
1 The teacher is standing at the front.
2 None of the students is talking.
3 The sun is shining.
4 We are all wearing the same clothes.
Possessive ’s
Short form of be Possessive form
It’sThat’s
Omar’s Helen’s
8 Is the ‘s in each sentence a short form or a possessive form?
1 This is Huda’s office.
2 Susan isn’t here.
3 What’s the problem?
4 Huda’s Ali’s secretary.
R b
Trang 15unpredictable and uncontrollable Risk management is vital since some common types of
losses such as theft, fire, flood, injury or disability can destroy in a few minutes what may have taken years to build Such losses can affect day-to-day operations, reduce profits and cause physical and financial hardship
3
Transferring risk refers to the practice of placing responsibility for a loss on another party via a contract The most common example of risk transference is insurance, which allows a company to pay a small monthly premium in exchange for protection against automobile accidents, theft or destruction of property, employee disability or a variety of other risks
4
Small businesses encounter a number of risks when they use the Internet to establish and
maintain relationships with their customers or suppliers Conducting business online exposes a company to a wide range of potential risks As of the early 2000, the insurance industry had not made policies widely available to protect businesses against the risks of e-commerce As a result, business owners had to include Internet security in their risk analysis and management activities
2 Put the following titles in the right place (1-4) in the text.
A The Importance of Insurance
B Internet Issues
C Risk Management
D Why Manage Risk?
3 What are the types of losses that the text discusses and what are their effects on companies?
4 How does insurance work in risk management?
5 Are businesses protected against Internet risks? Explain.
Trang 16H Spelling rules
VERB + -ing
V erbs ending in a consonant + e
write + ing = writing
make + ing = making
live + ing= living
recite + ing = reciting
V erbs ending in a short stressed vowel +
one consonant
begin + ing = beginning
get + ing = getting
travel + ing = travelling
run + ing = running
Other verbs
visit + ing = visiting
read + ing = reading
see + ing = seeing
stand + ing = standing
10 Write the missing words.
11 Eight of these sentences need one or two
apostrophes Add them where necessary
1 Hes visiting a customer.
2 Shes Alis secretary.
3 Those are your files.
4 Whos your secretary?
5 Whose telephone is this?
6 I dont know.
7 How many people arent here today?
8 Im Mike Harpers secretary.
9 This is my sisters bag.
10 Hes my brothers manager.
J Language skills
12 Choose the correct word.
1 Is a computer in the office?
2 desk is that?
3 I’m sorry you
a troubling b I’m troubling
c trouble d to trouble
4 How many photocopiers ?
a there is b there are
c is there d are there
5 Which machines not working?
8 Are they coming? No,
a there aren’t b he isn’t
c it isn’t d they aren’t.
9 Can you help me this computer?
Trang 173 Appointments
A Dialogue
1 Listen and read Then answer the questions
Questions
a) about an appointment b) to Mr Roberts
c) on Thursday d) at home
2 Mr Roberts has two business appointments on Thursday
a) with Mr Bean b) in the morning
3 He is leaving the office on Thursday
a) after lunch b) at lunch time
c) in the afternoon d) and then coming back
4 Whose birthday is on the 12th?
5 What is Sally' s problem now?
Right then, Mr Sawyers
1.30 on Thursday the 12th G oodbye.
Q uick I must write it down Paul Sawyers is meeting
Mr Roberts for lunch at 1.30
on Thursday That’s the day after tomorrow.
Oh no! He’s having lunch with Richard Bean on Thursday.
because I’m taking the afternoon off It’s my wife’s birthday and I’m meeting her for lunch.
Trang 18B Listening
2 Study the information Then listen and
complete the times in the appointment book
The time We say or
9.00 nine nine o'clock
9.15 nine fifteen quarter past nine
9.30 nine thirty half past nine
9.45 nine forty-five quarter to ten
Monday
10.15 See Mr Pearson
Sales meeting Visit the new warehouse Train to Manchester
C Telling the time
3 For each clock, answer the question in two
A: Let' s meet on Monday the 23rd
B: I can' t How about the day after that?A: Tuesday the OK What time?B: Half past four?
A: Right then 4.30 on the 24th
We use ordinal numbers with dates.
1st first2nd second3rd third4th fourth5th fifth6th sixth7th seventh8th eighth9th ninth10th tenth11th eleventh12th twelfth13th thirteenth14th fourteenth15th fifteenth20th twentieth21st twenty-first22nd twenty-second23rd twenty-third24th twenty-fourth30th thirtieth31st thirty-first
5 Practise the dialogue in pairs Use different dates and times
Trang 19E Vocabulary
Months
January February March
October November December
6 Answer the questions.
1 Which month is directly before July?
2 Which month is directly after November?
3 Which is the second month of the year?
4 Which is the ninth month of the year?
7 Work in pairs Ask and answer eight more questions like exercise 6.
F Dates
We write We say
1st January 4th March the first of Januarythe fourth of March
8 Say these dates.
Present continuous and time phrases
We use the present continuous to talk about future appointments.
9 Make questions with the verb in the present
continuous Add a preposition (on, in or at) if
necessary.
1 What time - she - arrive - Thursday?
What time is she arriving on Thursday?
2 Who - you - meet - this afternoon?
3 Where - you - go - Friday?
4 you - come - to the office - Thursday?
5 he - arrive - 6 o' clock?
6 Who - meet - Mr Roberts - 12th June?
7 What - you - do - tomorrow?
8 he - go - to London - July?
9 they - leave - 2.30?
10 she - have - a holiday - December?
Trang 20H Reading
10 Read the information and answer the questions.
Telephone calls from Damascus to London are expensive Letters are slow Email messages are cheap and fast
In the first picture, Sally is writing an email message on her computer in London The second picture is a few seconds later Huda is reading the message on her computer in Damascus This message is about fixing a date for Mr Ali to visit Mr Roberts at TST UK
Questions
1 What are the advantages of email messages?
2 Are these messages written on paper?
3 Who wants to go to London?
11 Read this email message Then complete the notes and decide which dates are good for Mr Ali's visit?
FROM: Sally Harding<s harding@ tst.co.uk>
TO: Huda Kassem<hk assem@ tst.com.org>
SUBJECT: Vis it to TST
DATE: 9 February 2009
Huda
Thank you for your message
Next week is not good for Mr Al-Mathiab' s visit Monday 2nd is a holiday
Don Roberts is going to Paris on Tuesday morning and returning on Wednesday evening Then we are having our sales conference on the 5th and 6th
The week after next is good Mr Roberts suggests Monday 9th to Wednesday 11th
Best wishes
Sally
MON 2 TUES 3 WEDS 4 THURS 5 FRI 6
Don Roberts in Paris
Trang 21I Dates on faxes and letters
In commercial correspondence, we can write
dates in different ways:
13 Look at this letter from TST How many
mistakes can you find on the envelope?
K Commercial communications
14 Look at the underlined words Give one example of a situation where you might use each type of communication
1 Write a memo to a department
2 Write a letter
3 Send a fax
4 Send an email
5 Use the notice board
6 Make a telephone call
7 Make an appointment
15 You are a secretary at TST Match the instructions in Exercise 14 above to these situations
1 You must speak to a secretary in
another company
2 You must send a copy of a document to
London It must arrive today
3 You are sending a catalogue to a
customer You must also write to the customer
4 You must give a written message to
someone in the office
5 You must get some information from
TST UK You must get it today
6 Your boss wants to visit an important
customer next week
7 Your boss says, ' Here are the new fire
safety instructions Put them where everybody can see them.'
Trang 224 Money and
Banking
A Dialogue
1 Listen and read the dialogue in a bank Then fill in the form
Banker: Good morning! How can I help you?
Salah: I’d like to open a bank account, please
Banker: Right What kind of account −current or savings?
Salah: I need a current account, and I’d also like a credit card and a debit card
Banker: I see I’ll take down your personal details in a minute Will you need an overdraft?
Salah: Will I need a what? Sorry? I didn’t catch that.
Banker: An overdraft Some customers know in advance that they will need an overdraft.
Salah: No, I probably won’t need one Not at first, anyway.
Banker: We have a Privilege Account It only costs £6 a month and you get lots of free benefits,
like travel insurance and a £100 overdraft, if you should ever need one
Salah: I’m sorry I’m really only interested in free banking.
Banker: I see Are you a student?
Salah: No, I’m on a work assignment in London with an
affiliate company; I’ll be here for at least a year
Banker: I see I’d like to suggest our standard Current Account
That will give you free banking providing you stay in
credit Are you interested in Internet banking?
Salah: Not for now My office is just round the corner, so it’s
quite easy for me to get to the bank during opening
hours
Banker: OK I’ll put a leaflet in your information pack, in case
you change your mind
Questions
1 How long will Salah stay in London?
a 1 month b 3-6 months c 6-12 months d 12+ months
2 Why isn’t Salah interested in Internet banking?
3 How does Salah get the banker to repeat something? (3 phrases)
4 Underline the three phrases in the dialogue that mean ‘if … ’
5 Why do you think the banker recommends the Privilege account?
a Because customers like free benefits b Some people can’t obtain an overdraft.
c The bank makes bigger profits from this account d Free banking isn’t very popular.
6 Which account would be most suitable for a student, a person with a family and an office
worker?
TICK TYPE OF ACCOUNT REQUIRED
CURRENT ACCOUNT
Privilege(Subscription @ £6 p.c.m.) Current
(with overdraft facilities) Cashminder
(no overdraft facilities) Saving account
Visa credit card Debit card
Trang 23Money and Banking
B Listening
2 Listen to the dialogue about banks and
note the information in the pie chart
3 Calculate the missing percentage
C Asking for repetition
Asking politely for repetition.
(I’m) sorry? / Pardon?
Excuse me? / Pardon me? (both American
English.)
Asking for repetition with a Wh- question
‘Can I speak to Helen?’ ‘(To) who?’
‘I don’t like his suit.’ ‘His what?’
‘Your appointment’s for Monday.’ ‘For when?’
If you are not sure that you heard correctly,
or are surprised
‘I have a message for you.’
‘A message? For me?’
If you have forgotten what somebody said
‘What’s the number of the street again?’
4 Ask politely for repetition.
Example
A Your plane leaves at 8:40.
B Pardon? When?
A Eight forty in the morning.
1 I’ve got a packet here for Ms Jones.
2 Could you put me through to the Loans
Department?
3 The office is on the 27th floor.
4 Your taxi is here, sir.
5 The room rate is 5,520 S.P a night.
6 The overdraft rate is 11.5%.
5 Practise in pairs Take it in turns to ask for
repetition
1 Give your partner an address.
2 Give your partner an email address.
3 Give your partner directions.
4 Give a colleague a message.
5 Tell your friend a place to meet in town.
6 Tell your partner about a film / book /
video you enjoyed
D Talking about money
6 Complete the sentences and questions with
a word or phrase from the box
coin bills coins p.a change supplythe money note to the pound once a year
1 How would you like ?
2 To make a phone call, put a 20p
in the slot
3 Retailers need to keep a of coins
4 How many Euros do I get ?
5 Could you give me two ten-dollar for this twenty, Ma’am? ($20)
6 I found this £5 in your jacket pocket
7 Interest is added to the account
8 Salaries for cashiers start at £17,000
1 How would you like the money?
You might hear that in a bank.
8 Learn the following words for US coins
1 cent a penny
5 cents a nickel
10 cents a dime
25 cents a quarter
Trang 24E Vocabulary: Formal words/phrases in banking
9 Find formal words / phrases in the box for the words / phrases in italics.
complete free of charge require occasionally available tariff typically advise
1 Are statements free or do I have to pay for them?
2 This is our list of charges for current accounts.
3 From time to time, we open half an hour later on Wednesday mornings.
4 The cashiers are usually busiest at lunchtime on Saturdays.
5 When is the loans manager free?
6 Would you please fill in this form, sir?
7 We will tell you about any changes in interest rates on your deposit account.
8 Will you need a debit card to use with your current account?
F Grammar
Imperatives
We use the imperative form to tell people to do things and not to do things
Examples
Give me the papers
Show me your ID.the papers
the address
Look atDon’t look at
your expenses.this column.those papers.the account
Spell your surname
Send your CV
10 Work in pairs like this: A gives an instruction B responds to the instruction.
Example A Give me the papers.
B I’m sending them by fax.
A Don’t look at this column.
B I am not looking at it I am looking at my expenses.
11 After five instructions, B gives five instructions and A responds to them.
12 Write a, an or the where necessary.
1 Our offices are in Damascus
2 They are in large building
3 building is near the university in Damascus
4 My office is on first floor
5 Ali was in London in February
6 There is photocopier on ground floor and another photocopier in
Trang 25Money and Banking
G Reading
13 Read the list of FAQs*, then answer the questions.
A customer ’s guide to Internet Banking
What does the service cost to use?
Firstly, you need to have a Downtown Bank Account and an e-mail address
When is the Internet Banking Service available?
•
The service is available 24 hours a day, every day of the year However,
occasionally we need to do routine maintenance on the service and this is done
typically between the following times:
securely to the bank
Which personal accounts can I see online?
•
You should be able to see all your personal accounts when you log into the service
Will I still receive paper statements?
Balances change as soon as transactions are passed to the account
Is the service safe and secure?
•
The Internet Banking Service is protected by several layers of security, including two layers of encoding technology
Questions
1 What kind of services will you have to pay for?
2 Will you always have access to the online banking service?
3 How can customers open an account?
4 Can other people (in addition to yourself and the bank) find out details about your account?
5 What does ‘this’ in Answer 3 refer to?
a make Internet banking available b do repairs
6 ‘should the situation change’ in Answer 6 means:
a customers want a change b if the situation changes
c the bank wants a change d the situation must be changed
7 What are the main advantages of Internet Banking for banks and customers?
* Frequently Asked Questions
Trang 26H Compound nouns
We can put two nouns together to make a compound noun
Examples
Titles: Loans Manager
Accounts: savings account
Banks: highstreet bank
Internet: website
Documents: information pack
14 Find six more compound nouns in the box in Section A
15 Explain these compound nouns briefly
experience leaflet rate
manager computer office
Trang 27Culture and
Friendship
Read the following dialogue and answer the questions.
We asked some women what they believe about friendship and they replied in the following ways.
Woman one: Friendship begins at home I consider my sister a close friend But for others, family
bonds aren’t as tight Many people feel closer to their friends than they do to their sisters.
Woman two: Friends don’t need to have everything in common.
Woman three: Many people say that they can rely on their friends to be there for them no matter
what The favours extend both ways I would drop everything to help my best friend through a
crisis Many good friends would donate an organ or bone marrow to a sick friend But I would not
tell a lie for a friend’s sake
Woman four: Not all friendships last forever; I’ve parted ways with a good pal at some point
Some would outgrow each other, and others may split over an unforgivable act.
What do you think?
How could you have handled the situation better? What do you think Susan should do?
TURATION
Trang 28Bank Accounts
5
A Dialogue
1 Listen and read Then answer the questions
John: I need some money from the cash machine Do you mind waiting?
Falleh: No problem I don’t have a bank account How does it work?
John: Well, first you open an account In other words, you put some of your money in the bank,
and the bank gives you an account number, a cheque book and a cash card
Falleh: That’s a card that you can use with a cash machine
John: Yes The machine reads the account number on the card and gives you the money
Falleh: You mean it gives you money from your account?
John: That’s right Then every month, the bank sends you a statement That’s a list of all your
transactions; I mean all your credits and debits And it shows the balance, in other words, how much you’ve got in the account Sometimes the account is overdrawn
Falleh: Overdrawn?
John: That means the balance is negative
Falleh: Ah You mean you’ve spent more than you’ve got
John: Yes That’s bad because then you have to pay interest
Questions
1 Is Falleh in a hurry?
2 Which person has a bank account?
3 When does a bank give you an account number?
4 What can you get if you have a cash card?
5 Why does the cash machine need your account number?
6 How do you know how much money you’ve got in the bank?
7 What happens if your account is overdrawn?
Trang 29Bank Accounts
B Listening
2 Complete John’s explanation Then listen
and check your work
First you put (1) in the machine
Then you key in your PIN That’s a secret
(2) that the bank gives Only you
and the (3) know this number Then
you look at the screen and you choose
how much (4) you want You have
to wait while the machine checks to see
whether you’ve got (5) money in
your account It takes only a few
(6) Then the machine gives you the
money from your (7)
C Rephrasing
3 Discuss these questions about the dialogue
in section A
1 John and Falleh sometimes rephrase
things (= repeat things using different
words)
Find eight examples in the dialogue
2 Which person rephrases to check his
understanding?
3 Why does John rephrase things?
4 Rephrase these sentences Use in other
words
Example
1 I’m overdrawn In other words, I’ve got a
negative balance
2 The balance of my account is 15,144 S.P.
3 This is a cash card.
4 I’ve just received a statement.
5 I’ve forgotten my PIN.
6 I’ve decided to put some of my money in
a bank
D Explanations
5 Complete the questions
1 How you get a cash card?
2 Can you explain to me a bank
statement is?
3 What happens you spend too much?
4 What do you mean ’pay interest’?
5 do you write a cheque?
6 What do you ’payee’ means?
7 you tell me how to open a bank
account?
8 Do you know to use a cash machine?
6 Work in pairs Ask and answer the questions
in task 5
what how (x2) by can (x2) think if
Trang 30E Vocabulary
7 Discuss these questions
1 When you get some money, do you like to spend it or save it?
2 Do banks lend money or borrow money?
3 If you need cash from the bank, do you withdraw it or pay it in?
4 If you borrow from the bank, does the bank pay interest or charge interest?
5 If you write a cheque, does the bank debit your account or credit your account?
6 If you have a two hundred Syrian pounds overdraft, do you have S.P 200 or owe S.P 200?
8 Learn and use these verbs in meaningful sentences related to money
borrow charge credit debit lend owe pay save spend withdraw
F Grammar
The present simple tense
We use the present simple tense for things that are true all the time
(I like ice-cream) and for things that we do regulary (she travels to work
Do you like ? Yes, I do No, I don’t I don’t like
Does he like ? Yes, he does No, he doesn’t He doesn’t like
9 Read about Huda’s day Then ask and answer, as in the examples
does filing and photocopyinggoes home
Trang 31Bank Accounts
G Reading
11 Read the text, then answer the questions.
The information in bank statements is presented in columns and rows For example, the date
column lists all the dates when something happened Each row tells us what happened on a
certain date If you want to find information quickly, you have to choose the correct column,
scan quickly down to the correct place, and then scan across the row to the answer A lot of
the business documents are like this
High Street Branch Your statement
Account number 20693056Statement date 30 April 2002
cheque 886227salary from BT Ltd cheque 886228 cash
cheque 886229cash
interestbalance carried forward
50.00139.99
500.00100.00 84.35100.00 0.20
1250.00
10.0040.00 DR*
179.99 DR1070.01570.01470.01385.66285.66285.46285.46
Questions
1 How many columns does this statement have?
2 Whose statement is it?
3 What is her account number?
4 How much did she have in her account on 31st March?
5 What did she do on 1st April?
6 Did she receive or withdraw money on 4th April?
7 On which date was the balance highest?
8 On which date was it lowest?
9 How much did she have at the end of the month?
10 For how many days was the account overdrawn?
11 How much interest did she have to pay?
12 How much cash did Ms Bell take out of the bank in April?
12 Explain
1 Why was the balance £10 70 when she had just received £1250?
2 Why did she pay only 20 pence interest?
* The letters DR indicate an overdrawn balance
Trang 32The first noun is the stressed word in a compound noun.
13 Find three more compound nouns in the dialogue in section A Be careful to pronounce them correctly
14 Explain these compound nouns briefly
Examples
a bank account = an account at a bank
a cash machine = a machine that provides cash
a cheque book = a book with cheques in it
15 How many common compound nouns can you make using these words?
machine number telephone
departments sales
Trang 33Customer Service
and Loans
6
Dialogues
1 Read the telephone conversations
Complete the receptionist’s sentences either
with commercial or personal Then listen and
check
1
Receptionist: Bonds Bank Good morning.
Caller: Hello I’m phoning to ask about
a loan It’s for repairs for my house
Receptionist: I’ll put you through to our
loans officer
Caller: Thank you
2
Receptionist: Bonds Bank Good morning.
Caller: Hello I’m planning to start a
business and I’d like to discuss the possibility of a loan
Receptionist: I’m afraid the person who deals
with loans is out, but I can put you through to her assistant
Receptionist: All right Thank you.
3
Receptionist: Bonds Bank Good morning
Caller: Good morning I’m calling from
Cotton Traders Ltd about our
Receptionist: I’ll put you through to our
loans departement
Caller: Thank you.
Receptionist: (Pause) Trying to connect you,
please hold the line
Caller: OK.
Receptionist: (Pause) I’m afraid the line’s busy.
Will you hold or call back later?
Caller: I’ll hold.
Receptionist: (Pause) It’s ringing now.
Caller: Thank you.
2 Why do the people in the pictures want to borrow money from a bank?
3 Who, in the pictures, wants a commercial loan and who wants a personal loan?
Explain
4 Answer the questions about conversation 3
a Has the caller contacted the bank about
a loan before?
b Why can’t the caller get through quickly?
c What does the caller decide to do?
st: Bonds Bank Good morning
Trang 34B Listening
5 Listen to three callers Who should the
receptionist put them through to?
a the sales manager’s secretary
b the accounts department
c the sales department
C Phoning a switchboard
If you know who you want
Can you put me through to Ms Huda?
Can I have extension 246?
I’d like to speak to Mr Ali, please.
If you don’t know who you want
I’m phoning about / for / to
I’d like to speak to someone about
6 What would you say to the receptionist?
You want:
1 to speak to Huda Her extension is 114.
Can I have extension 114, please?
2 to enquire about a personal loan.
3 to ask the manager’s secretary for some
information
4 to speak to the manager.
5 an application form for a job.
6 to ask about personal loans.
7 extension 434.
D Switchboard work
Dealing with delays
Sorry to keep you.
Please hold the line.
Trying to connect you.
Getting through
I’m putting you through now.
It’s ringing for you, caller.
You’re through Please go ahead.
If you can’t get through
I’m sorry but there’s no reply.
I’m afraid the line’s engaged / busy.
Will you hold or call back later?
Would you like to try someone else?
7 Complete the dialogues
1 A I’m afraid there’s no (1) from
Mr Ali’s extension Would you like
B Yes, certainly I’m afraid the line’s
(6) would you like
A No, thanks I’ll call (8)
3 A I’d like to speak to someone in the
sales departement, please
B Right I’ll put (9) Trying to (10) Sorry to (11) I’m afraid all the lines are
(12) Will you (13) ?
B I’ll hold for a minute.
8 Work in pairs Practice the dialogues
Trang 35Customer Service and Loans
E Vocabulary
9 Study the advertisement Then make telephone conversations using I’ll put you through to the person
Example
1 We need to borrow some money
I’ll put you through to the person who deals with loans.
2 We need some British pounds.
3 We need to insure our new factory.
4 We need help with financial planning.
5 We want to keep a large sum of money in the bank.
6 We want to move money from our account to another account.
7 One of our customers has given your name as a referee.
8 We need to send a guaranteed cheque to a supplier.
F Grammar
The two present tenses
Present simple tense Permanent situations or
This machine isn’t working
Are you calling him?
Appointments and arrangements
1 What time (leave) the train to London?
What time does the train to London leave?
2 She usually (come) to work by taxi.
3 Can you help me? I (look for) the loans manager.
4 (you send) the cheque tomorrow?
5 All companies (need) insurance.
6 (you come) to the office by car or by bus?
7 Where (you go) now?
8 My cousin is a secretary She (answer) the phone.
9 (he like) his job?
10 When (you call) for a meeting?
Trang 36G Reading
11 Read the text then answer the questions
Nowadays many businesses accept payment by
credit card, especially businesses in the tourist
industry, such as hotels and travel agents So
how do credit cards work?
The cardholder (a hotel guest, for example)
gives his card to the cashier The card has the
cardholder’s name and account number on it
The cashier uses a small machine that transfers
the name and number from the card onto a
paper voucher.
The cashier writes the date and the amount
on the voucher, and the guest signs it So the
voucher is like a cheque The cashier returns the card to the guest and sends the voucher to the hotel’s bank The bank credits the hotel’s account and gets the money from the credit card company.
The cardholder does not have to pay any real money until later Once a month, the credit card company sends him a statement He can pay the balance in full or in part If he does not pay the balance in full, he must pay interest on the debit balance.
HOW CREDIT CARDS WORK
Questions
1 What are hotels and travel agents examples of?
2 What equipment does a business need if it accepts credit cards?
3 What information goes on the voucher before the cadholder signs it?
4 collects the money for the hotel
a The hotel’s bank b The cardholder
c The card company d The customer’s bank
5 The credit card company collects the money from
c the cardholder d the cashier
6 The cardholder has to to the card company every month
a make many payments b make only one payment
c pay the balance d pay nothing
7 If the cardholder pays the balance in full every month, he interest
a must sometimes pay b prefers to pay
12 Discuss: What are the advantages of a credit card for cardholders?
Trang 37Customer Service and Loans
H Methods of payment
13 Read and match Which method(s) of payment (a-f) can be used in these situations?
1 Paying a taxi driver
2 Paying a regular business supplier
3 Paying a big hotel bill when abroad
4 Paying a new business supplier
5 Paying for things in the market
6 Paying a travel agent when on a foreign trip
7 Paying a bill at a restaurant where you often eat
Trang 38Office
Equipment
7
A Dialogue
1 Listen and read Then answer the questions
Huda: Simon, I’m making a list of stationery
that we need from the warehouse Do
you need anything?
Simon: Yes I haven’t got any pens
Huda: How many pens do you need?
Simon: About six
Huda: Which colours do you want? Blue, black or
red?
Simon: Blue, please
Huda: Right Six blue pens Anything else?
Simon: No, I don’t think so
Huda: Ok I’ll give your order to Falleh He’s in
charge of the warehouse
Simon: Thanks Oh, just a moment There’s something
else I need some paper
Huda: How much paper?
Simon: I need two boxes
Huda: Two boxes? That’s 2,000 sheets of paper!
Simon: I know I use a lot of paper in my job
Questions
1 Where do they keep the stationery? 6 Who gives out stationery from the warehouse?
2 Has Simon got any pens? 7 Has Simon got enough paper?
3 How many pens does he need? 8 How many sheets of paper are there in a box?
4 What does ‘Anything else?’ mean here? 9 Why does he need two boxes of paper?
5 What does ‘I don’t think so’ mean here?
ing
Trang 39Office Equipment
B Listening
2 Listen to Huda and Simon Tick the
things that Simon needs
C Saying what you need
3 Study these sentences Then complete the
dialogue below
I haven’t got any envelopes
Huda Do you need any stationery?
Simon Yes I some pencils
Huda Pencils Anything else?
Simon Yes I haven’t got
envelopes
Huda Envelopes Ok Is that all?
Simon Yes, I think Thank you
4 Work in pairs
A Ask Huda’s questions
B Answer for Salwa
Salwa needs • pens
• paper clipsOmar needs • paper
• envelopes
5 Change roles B asks and A answers for
Omar
D Getting clarification
6 Match these words to the pictures
1 blue and black
2 white and brown
3 big and small
4 hard and soft
5 lined and plain
6 wide and narrow
7 Work in pairs Have conversations about each picture
Example
A I haven’t got any sellotape.
B Do you want wide or narrow sellotape?
A Wide sellotape, please.
Trang 40E Vocabulary
8 Match the words to the pictures.
rolls of sellotape sheets of paper envelopes boxes of paper clips discs packets of elastic bands files pencils bottles of glue folders
F Grammar
9 Study the information in the box Then complete the dialogues about the objects in E above.
Countable and uncountable nouns
Countable nouns are things that we can count
Example There are four pencils How many folders are there?
There are two boxes of paper clips.
Countable nouns have singular and plural forms
Unit nouns are words like roll, box, packet, sheet and tray are followed by of.
They have a singular and a plural and they are countable
Example I need a box of folders.
He doesn’t have two sheets of paper.
Uncountable nouns are things that we can’t count Sellotape, glue and paper are uncountable
in English We can count bottles of glue, but we can’t count glue Uncountable nouns have no plural form
Example There is some glue Is there any sellotape? How much paper is there?
1 A There are some pencils.
B How many pencils there?
A Not many Just four.
2 A There some elastic bands
B How elastic bands are there?
A Not many Just packet
3 A There some paper
B How paper is there?
A Not much Just three sheets.
10 Work in pairs Have similar conversations about the other pictures in E