The business PI answer key

3 1 Perhaps it is not an ideal solution, since many business people would not like to share a room with a colleague.. If students have never given a presentation, they can share their e

Answer key

1 Living abroad

1

1 Anil Basu

2 Marika Laanet

3 Kiki Yi

4 Jean-Marc Sabatier

2

1 d) 2 c) 3 b) 4 a) 5 g) 6 e) 7 h) 8 f)

3

Name and address / education history / work experience / achievements /

skills / references

1 T

2 F

3 F

4 T

5 F

6 T

7 F

8 T

4

1 two months

2 food

3 six months

4 Indonesia

5 ten months

6 one year

5

1 Anil

2 Marika

3 Kiki

4 Jean-Marc

5 Anil

6 Kiki

6

1 The answers will depend on each student’s ideas

2 There are many problems These include language problems, which may

affect how they socialize and build up a social life and understanding

any legal documents, e.g contracts Other areas include fi nding suitable

accommodation; adjusting to the lifestyle and climate; organizing

suitable education for children

3 Perhaps working abroad is not essential for a successful career; many

people reach the top without working abroad However, in some areas,

e.g international marketing, promotion may be accelerated if the

employee is willing to travel at a certain point in his or her career

1.2 Vocabulary Living abroad

1

homesickness, loneliness, fi nding a suitable school for children, pension

schemes, whether to continue to pay tax at home, driving-related problems

2

1 accommodation

2 opening a bank account

3 health

4 mobile phones

3

1 apartment

2 contract

3 deposit

4 bills

5 notice

6 salary

7 overdraft

8 credit cards

9 national health service

10 insurance scheme

11 check-up

12 number

13 top-ups

14 contract

15 landline

4

1 Bank Opening a bank account

2 Apartment Trying to fi nd an apartment to rent

3 Doctor’s Registering with a doctor

4 Shop Buying a mobile phone

5

1 Open a bank account

2 Her passport and a letter or contract from her company

3 Two

4 €1,500

5 No

6 1.65 metres

7 She doesn’t know how long her company need her to stay in Copenhagen

8 400 minutes

6

1 d) 2 b) 3 a) 4 c) 5 g) 6 h) 7 f) 8 e)

1.3 Grammar Present simple and prepositions of time

1

1 do

2 attend

3 enjoy

4 spend

5 like

6 creates

7 work

8 develop

9 travel

10 spend

11 want

12 search

13 buy

14 send

15 don’t have

16 work

17 am

18 is

19 doesn’t have

20 meet

21 doesn’t like

22 thinks

1 human resources manager

2 computer programmer

3 business student

4 architect

2

1 in

2 on

3 in

4 at

5 on

6 at

7 in

8 at

9 in

3

a) 26th January (It celebrates the fi rst ship landing in Australia The prime minister makes a speech and people set fi reworks off.)

b) 26th December (It is a public holiday Many sports events take place.) c) 2nd February (Many people believe that if a groundhog sees its shadow

on this day, the cold weather will continue for six weeks.) d) 14th July (It celebrates the locals in Paris attacking the Bastille, a prison,

in 1789 There are military parades.) e) 1st April (People often play tricks on each other.) f) 29th April (It celebrates the Emperor’s birthday and begins a week of festivals called Golden Week.)

g) 1st November (People visit the graves of their families and also build and

fl y kites.)

4

1 Where do you come from?

2 What time do you usually start work at?

3 What languages can you speak?

4 Where do you live?

5 How do you come to work / school?

6 When do you usually go on holiday?

7 Where do you have lunch?

1.4 Speaking Making small talk

1

Small talk is talking about relatively unimportant, everyday things, e.g the weather, in order to build up a relationship with someone you do not know well

2

Safe topics – the weather; fi lms and books; whether this is the fi rst time you have been in / at a particular place, etc

Unsuitable topics – controversial areas, e.g politics and religion; very personal areas which might include a person’s age, salary, health issues, etc

1 The weather, sports news and something that you and the speaker have

in common

2 Personal information and negative comments about other people

3 Don’t continue talking about something that the other person doesn’t

seem interested in and avoid one-word answers

3

Conversation 1

1 at work

2 last weekend

3 four

Conversation 2

1 at a conference

2 a recent business trip

3 fi ve

Conversation 3

1 in a taxi

2 job

3 four (Where do you want to go to? isn’t small talk)

4

1 Did you have good weather?

2 Where did you go?

3 Did the children enjoy it?

4 Was it your fi rst visit there?

5 Where did you stay?

6 Was it called the Continental?

7 Are you here in Paris for work or on holiday?

8 What do you do?

9 Do you like your job?

10 Are you going to visit India?

6

1 Sorry, but I have to go now E

2 It’s been nice meeting you E

3 I can’t believe how busy it is B

4 Did you have a good journey here? B

5 How was your weekend? B

6 Enjoy the rest of the conference E

7 Nice talking to you E

8 It’s lovely weather today B

How was the fl ight?

I hope you enjoy the rest of your stay

Bye for now

Is this your fi rst time at (an international conference)?

1.5 Writing Formal and informal emails

2

1 Lars Oluffson

2 Mr Watanabe

3 Arrange for somebody to meet him at the airport, make a reservation at a

hotel and send copies of the agenda and latest sales fi gures

4 a conference in Singapore

3

Thank you for your email received / Thanks for your message

With regard to / Re

I would be very grateful if / Can you

Would it be possible for you to / Can you

Could you possibly / Can you please

Please accept my apologies / I’m sorry but

I look forward to meeting you / See you next month

With best regards / All the best

4

1 c) 2 b) 3 d) 4 a) 5 f) 6 g) 7 h) 8 e)

6

Subject: Art and design conference

Date: May 13th

Dear Ms Calo

Thank you for your email received 11th May With regard to my visit to São

Paolo, I need to tell you that I will not be able to stay for all three days of the

conference I will have to leave on the morning of 21st June

Thank you very much for the agenda Could you possibly book me into the

following two sessions: New design methods and The future of art? Many

thanks

I’d also like to thank you for your kind offer to book a hotel Would it be

possible for you to make a reservation for four nights, from 17th until 20th

June? I would really appreciate it

I will arrive at the airport at 19.00 on 17th June I would be very grateful if

you would arrange for a taxi to meet me at the airport as this will be my fi rst

trip to Brazil

I do not believe I need any further assistance

I am very much looking forward to attending the conference

With best regards

Laura Della Rocca

1.6 Case study Global Recruit

1

Advantages:

The agency saves you time looking for suitable jobs; this is especially useful

if there are language issues

The agency can help with other aspects of employment, e.g organizing visas and work permits

Disadvantages:

The agency may charge a fee

You are dependent on the agency

3

Tomas – Dubai Panayota – Dubai Miroslav – Brazil Francesca - Brazil

4

1 worked for a mobile phone company in Germany

2 running

3 nearly 28

4 currently working in family taverna

5 sailing and swimming

6 diploma in information technology from technological college in Bratislava

7 English and Portuguese

8 was a senior computer programmer for an IT company in Rome

9 being outside, walking in the mountains, cycling

5

Sales Advisor – Dubai Tomas Visser has worked on mobile phones and had experience with customers, so is arguably the strongest candidate

Web Analyst – Brazil Miroslav has worked with the appropriate client base – boutiques, and designs websites; Francesca has experience of managing people, but her experience is as a computer programmer, so is arguably not so relevant

6

Tomas: left previous job after a complaint from a customer Panayota: no professional reference

Miroslav: often late for work Francesca: was very unpopular with colleagues in previous position

7

Each candidate has a weakness revealed The question is whether the weakness is serious enough to mean they should not get the job

Thomas Visser may have trouble handling complaints; there are no references for Panayota Mitropoulis It is unlikely that Panayota would get the job because she doesn’t have particularly relevant experience or qualifi cations

Francesca is unpopular with other employees; Miroslav is often late Perhaps Miroslav’s weakness can be changed

2 Dealing with customers

2

Facilities: customer parking, private fi tting rooms, beauty salon, hairdresser’s Services: childcare, alteration services, gift wrapping, home delivery Financial benefi ts and services: money-off voucher, store card, special offers, refunds

3

1 Breuninger has a store in Stuttgart and thirteen other locations across Germany

2 Soap and shampoo: cosmetics Coffee cups: household goods Handbag: accessories Yoga mat: sport and leisure

3 Customer parking, store card, money-off vouchers, hairdresser’s, child care, private fi tting rooms, alteration services, gift-wrapping

4 Fashion shows, cosmetic workshops, café, piano bar, made-to-measure services, taking clothes home to try on, goods carried to car and home delivery

4

1 send measurements and colour and style preferences so that clothes can

be chosen for you

2 use the children’s room, use the in-store café

3 have purchases taken to your car, take clothes home to try on

4 Students’ own answers

5

1 reliable

2 personal attention

3 value for money

4 come back again and again

Special day for Christmas shopping where the shop is open only for

card-holders; free fl ights when you have made a certain number of purchases; a

free sports massage; free fi tness assessment; personal attention of a specialist

sports shoe / trainer fi tter; free trial membership to local gyms; opportunities

to have free seven-day home trials of fi tness equipment, e.g exercise bikes;

corporate hospitality invitations / reduced entry rates to top sporting events,

etc

2.2 Vocabulary Telephoning and customer care

2

1 answer

2 deal with

3 call, back

4 put, through

5 interrupt

6 lose your temper

7 discount

8 exchange

9 agree on a solution

10 hang up

3

Conversation 1

1 A new computer the customer has bought is missing some parts

2 The assistant didn’t ask for the customer’s contact details or whether the

customer would like to hold while the assistant tries to get to the bottom

of the problem (Step 2)

Conversation 2

1 The customer has not received printer paper that they ordered

2 The assistant blames the driver (Step 5)

Conversation 3

1 The customer is calling a hotel to cancel a room booking

2 The assistant interrupts (Step 3)

4

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

5

The fi rst advertisement is for a job for a healthcare company and the second

for a bank or insurance company

6

1 persuade

2 interpersonal skills

3 sympathetic

4 telephone manner

5 listening skills

6 reassuring

7 outgoing personality

2.3 Grammar Countable & uncountable nouns, requests

and offers

1

Countable: company, customer, phone call, helpline, employee

Uncountable: money, news, information, accommodation, progress,

research, equipment, overtime

2

1 many employees

2 a lot of money

3 much overtime

4 much progress

5 a lot, research

3

1 can

2 help

3 Can

4 put me through

5 Can

6 ask

7 Would you mind

8 calling back

9 Can

10 give

4

1 Do you want me / Would you like me to shut the window?

2 Do you want me / Would you like me to order (some) more?

3 Do you want me / Would you like me to carry them for you?

4 Do you want me / Would you like me to fetch it for you?

5 Would you mind making us some coffee?

6 Would you mind driving us to the station?

5

questionnaire, ask, complete, fi ll in

1 answering 9 many

2 some 10 some

3 much 11 some

4 take 12 many

5 many 13 many

6 some 14 any

7 many 15 many

8 give 16 any

2.4 Speaking Telephoning – handling complaints

1

Airline – late or cancelled fl ights / lost luggage

Ad agency – falling numbers of consumers Bank – wrong fi gures / bank charges / security Mobile phone – wrong bills / cost too high for phoning abroad Computer manufacturer – error message / technical problems

2

Paul, engineer supplies do not arrive / technical problems Bruna, fi nance missing money / too little money

Mr Langenburg, businessman travel problems / no profi t Ingrid, production factory problems / accidents / technical

problems

1 delivery of 500 head cleaners hasn’t arrived – 10% discount on the delivery

2 Bruna can’t access the accounts for the Asia group – program needs to be installed again

3 food served in a restaurant cold and waiter unhelpful – free table for eight people in VIP area on Friday night

4 new machine hasn’t arrived yet – Jon will call back

3

1 I’m sorry about that Mr Rossi

2 I understand Mr Rossi and I am very sorry

3 Can we do anything to help you with this?

4 That must be very frustrating

5 I’ll look into it straight away

6 What we could do is…

7 I’m sorry to hear that

8 Let me see what I can do

4

1 c) 2 a) 3 d) 4 b) 5 h) 6 g) 7 f) 8 e)

5

2 (offi ce) A: Excuse me – I think we booked this room for 15.00

B: Oh dear, there must be a mistake Let me call Reception and see if we can fi nd another room

3 (man at computer) A: I cannot seem to get anything on the monitor at all

B: OK, let’s turn it off and start the computer again, shall we?

4 (invoices)

A Oh dear – look; the date on this one is totally different

B You’re right We’ll have to do a credit note for the second invoice

5 (package with invoice)

A Look, I ordered 500 and we have been invoiced for 500 However, only

250 were delivered

B Please give me a few minutes to try and fi nd the invoice on the computer What did you say the number was?

6 (man at departures board)

A Are you saying there are no trains leaving tonight at all?

B That’s right, but we can give you information on the bus service

6

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

2.5 Writing Dealing with an email of complaint

2

1 Alison had been charged twice for tickets for the International Car Exhibition

2 She wants an immediate refund on two of the tickets

3

e, f, d, c, b, g, h, a

4

Introducing: Thank you for your email regarding…; I am writing on behalf of…

Apologizing: We apologize for any inconvenience that this caused; I am very sorry to hear that…

Explaining: The reason for this problem was…; We have been experiencing problems with…

Promising action: We will be happy to exchange the items; We can offer you a (10%) discount (on your next order); We will look into this problem immediately

2.6 Case study The Panorama conference

1

1 Students’ answers will depend on their individual experience

2 The facilities and services in an ideal hotel could include sauna; sports,

e.g golf, tennis, water-sports, etc.; free wi-fi for guests; a range of DVDs

and a DVD machine in the room; a free bottle of champagne or sparkling

wine in the room

2

1 8

2 5th – 8th February

3 No

4 Two people could share one room

3

1 Perhaps it is not an ideal solution, since many business people would not

like to share a room with a colleague Nevertheless, given there are

king-sized beds, it is not a bad solution in the circumstances

2 It might have been possible to book the extra delegate into a nearby

luxury hotel

3 Perhaps he could ask for a discount on the bill

4

not enough rooms available; hotel was too noisy; some rooms smelled of

smoke; some rooms were too cold; the conference centre was too far away

from the hotel; prices on display at reception were cheaper than Internet

prices

3 Operations

1

1 home

2 market

3 manager

4 Subcontractor

5 1769

6 quicker

7 Technology

8 check

2

Section 1: Chaos

Section 2: TPS

Section 3: Lean manufacturing

Section 4: JIT

Section 5: The employees

Section 6: The result

Section 7: Beyond the Japanese car industry

3

1 F 2 T 3 T 4 T 5 F 6 T 7 T 8 F

4

1 c) 2 a) 3 b)

5

1 The TPS wasn’t successful in the company

2 The employees weren’t used to working in that way

6

1 workshops

2 Eastern Europe

3 Faith

4 strike

7

1 One advantage of lean manufacturing is that it can save money invested

in stock; there is no need to have a lot of ‘dead’ stock, but simply to

order when necessary One disadvantage is that if there is a sharp

increase in popularity of a product, it will sell out quickly and the

customer may have to wait A human mistake in ordering can lead to

delays

2 Lean manufacturing could work in any industry where goods are

assembled, e.g the automotive industry Or for a shop selling computers

and televisions – when one is sold, another is ordered from the factory

Lean manufacturing may not work in making bread, since fresh

ingredients are needed daily There will not be enough time to order ‘on

demand’

3 The company may need to employ fewer people in a shop, and more

people in the production factory Lean manufacturing may annoy

customers in a shop if what they want is not in stock Computer systems

will be necessary Smaller premises are needed, and stock can be held in

a warehouse

3.2 Vocabulary Trends and planning

1

a Small airlines are growing, driving prices down

b Large airlines are having to react and become more competitive

c Passenger numbers are increasing

d The environment is suffering due to carbon emissions

e Airline staff are reportedly working longer hours

2

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

3

increase decrease

4

fall fell decrease decreased

go down went down grow grew increase increased

go up went up rise rose shrink shrunk

5

1 c) 2 e) 3 d) 4 b) 5 a)

6

Problem: aircraft noise, and the fact that noise will get worse as the aviation industry grows

Solution: a ‘silent’ plane with engines above its wings

7

1 increasing

2 rising

3 goes down, goes up

4 decrease

5 growing, shrinking

6 increase, decrease

7 grow

9

3.3 Grammar Present continuous, adverbs, present simple passive

1

1 is going

2 is growing

3 are changing

4 are reducing

5 are, realising

6 is growing

7 are going up

8 is improving

9 are falling

10 are increasing

2

1 slowly

2 quickly

3 sharply

4 slightly

5 well

6 steadily

January

10000 9000 8000 7000 6000 5000 4000 3000 2000 1000

GRAPH 1 TOURISTS

are manufactured, are used

4

1 are involved

2 are grown

3 are stored, are sent

4 are made

5 is distributed, is sold

5

1 The market share is increasing every year

2 The share prices are falling rapidly

3 Effi ciency of production is improving

4 Sales of widgets are going up every year

5 The price of petrol in Australia is increasing slowly

6

Trees are cut down / Three trunks are cut into logs

The logs are transported to the saw mill

Chairs are made from the wood

Chairs are sold in furniture shops

3.4 Speaking Presentations – signposts and stepping

stones

1

1 There are many kinds of presentations, including: sales or product

presentations; academic presentations about a project; a presentation at

a job interview, etc

2 The answer to this question will enable you to distinguish those students

who have never given a presentation and those who have a lot of

experience It is useful to ask students who has given a presentation in

English; and who will give a presentation in the future If students have

never given a presentation, they can share their experiences of being part

of the audience in a good and bad presentation

3 A huge range of answers are possible here: prepare; research the

audience fi rst; use notes; don’t read aloud; divide the presentation into

3 / 4 / 5 parts; use prompt cards; do not speak too quietly; use graphics,

etc If presentations are very important for your group, collate the

answers to question 3 on the board and encourage students to write

them down

2

1 I’d like to start by

2 First of all

3 Moving on to …

4 Let’s go back and look at …

5 I’d like to fi nish by …

6 Are there any questions?

7 Thank you for coming

4

1 Sales manager at DMC Wood

2 June

3 May

4 GTQ Luxury model

5

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

3.5 Writing Instructions and procedures for an exhibition

stand

1

1 Students will have their own ideas as to why they would or wouldn’t

like to attend this convention Maybe they collect comics, or collect

something else (coins, stamps, etc.) as a hobby Maybe they are not

interested in comics

2 A convention is a good place to fi nd rare examples of something; to

network and make contacts with others in the industry

2

1 display racks

2 video screens

3 banners

4 counter

5 groups of tables and chairs

6 a raised fl oor

7 reception area

8 pavement sign

9 comfortable chairs

3

This is a good opportunity for students to come up with their own ideas, e.g

for marketing

One issue to consider would be the proximity of the stand to competitors

– is it better to be near them or far away?

A stand can be made to stand out with a gimmick, such as a large model of

the product; many stands have PowerPoint presentations running, or large

fl at-screen monitors displaying a product

4

1 Firstly

2 Secondly

3 Then

4 Make sure

5 Don’t forget

6 After that

7 Finally

3.6 Case study ScotAir

2

cost has fallen; speed of aircraft has increased; security issues; size of airports has increased; number of fl ights has increased; number of airlines higher, etc

Flights are getting cheaper, but levels of comfort are getting worse / standards are falling

3

1 How long has Judith worked for EvanAir?

2 How much does she have to pay for her uniform?

3 How long does Robin spend fl ying per day?

4 When did he start work?

5 What type of people could fl y in the past?

6 What’s EvanAir like?

7 What’s important when fl ying?

8 When is most fuel used?

1 19 months

2 £25 per month

3 12 hours

4 5 o’clock in the morning

5 rich

6 cheap

7 security

8 take off

4

Group A (for starting a budget subsidiary) Staff: more business, so more money – better for staff Passengers: more choice and cheaper fl ights which is what the public wants Environment: people who fl y do not use other forms of transport, e.g cars Group B (against starting a budget subsidiary)

Staff: lower salaries Passengers: time taken to go to the airport and to go to the destination from the airport can be long

Environment: short-haul fl ights will damage the environment; noise

4 Success stories

2

Revlon, Clinique , Donna Karan (DKNY), Hugo Boss, Armani, Calvin Klein, Tommy Hilfi ger

1 1908 in Queens, New York

2 1940s

3 face creams, cosmetics, perfumes

4 over 130 countries around the world

5 over 6 billion dollars

6 2004

3

1 T

2 F Estée’s parents were Hungarian and Czech immigrants

3 F The fi rst Estée Lauder counter was opened at Sak’s on Fifth Avenue in 1948

4 T

5 T

6 T

4

1 d) 2 b) 3 e) 4 a) 5 c) 6 j) 7 i) 8 h) 9 g) 10 f)

5

1 Good saleswoman: she knew how to make a sale (example, Galleries Lafayette)

2 Belief: she believed in herself and her products

3 A hands-on technique: she believed in getting personally involved in staff training and in touching customers

4 Image: stylish and sophisticated packaging, keeping certain things secret, e.g details about her life and the ingredients used in the products The image also helped customers believe they were buying a dream which could keep them looking young

5 Innovative marketing ideas: free makeovers, free samples and gifts with purchases

6 Hard work: she was always hard working, dedicated and ambitious

1 b) 2 c) 3 a)

7

Students’ answers will vary The idea of the free gift is an important

marketing ploy today

4.2 Vocabulary Describing yourself and being successful

1

ambitious lacking in drive

cooperative uncooperative

2

1 calm

2 disorganized

3 dishonest

4 ambitious

5 generous

6 lazy

7 hard-working

8 unhelpful

9 hands-off

10 stressed

3

positive, helpful, calm, organized

4

Positive: When the sales department in his last job was reorganized, he saw

it as a chance to learn more

Helpful: He volunteered for a mentoring system four times in his last

position

Calm: He does yoga and he meditates

Organized: He uses an online personal organizer and never misses meetings

or deadlines

5

1 ambition

2 decision

3 fi nance

4 fl exible

5 organization

6 pioneer

7 successful

8 stress

6

1 fi nancial

2 adventure

3 organized

4 stress

5 pioneering

6 decisions

7 ambitions

4.3 Grammar Past simple, past continuous and used to

1

a) Past continuous (He was working at the University of Chittagong in the

1970s.)

b) Past simple (Muhammad Yunnus founded Grameen Bank in 1977.)

2

1 launched

2 was working

3 discovered

4 were living

5 met

6 was visiting

7 lent

8 didn’t ask

9 changed

10 were

11 received

3

1 used to smoke

2 used to call

3 used to live

4 didn’t use to like

5 didn’t use to do

6 used to be

4

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

4.4 Speaking Appraisals

1

1 Galina thinks her strengths are that: she’s hard-working, she’s a team-player, she’s a friendly and sociable person, she’s calm and good at working under pressure

2 Suki agrees with everything except ‘team player’

3 Galina thinks her weaknesses are that: she’s not very creative, she’s not focused, she needs to improve her time management

4 Suki disagrees that Galina is not very creative, but otherwise agrees

2

1 D 2 A 3 D 4 A 5 A 6 D 7 A

3

1 That’s right You certainly are! Oh, defi nitely Absolutely You sure are!

2 That sounds about right

3 I can’t agree with that That’s just not true

4 Well no, not completely I’m not sure You probably are, but …

4

I’m sorry, but I can’t agree with you

I agree with you up to a point

I don’t really see it that way

The problem is that … I’m afraid I don’t completely agree with you

Well, maybe, but …

5

2 f) 3 d) 4 b) 5 c) 6 a)

6

1, 4, 6, 9

7

I do think that I’m …

I think I’m good at … People say that I’m … I’d say that I’m …

I would like to …

I often fi nd (that) …

4.5 Writing Profiles of business leaders

1

3 set up sewing workshop

5 won fi rst prize at the World Exhibition

1 contracted polio

2 went to school

6 named a bear after a US president

4 made a toy elephant

2

1 currently, at the moment

2 in the end

3 although

4 furthermore, in addition

5 then, after that

6 unfortunately

3

1 C 2 B 3 D 4 B 5 B 6 B 7 A 8 B

4

Pierre Omidyar was born in Paris in 1967, but his father, a doctor, moved the family to Maryland, USA while Pierre was still a child

After graduating from an American university in 1988 with a degree in computer science, he worked for Claris, a subsidiary of Apple Computer Although he was happy developing software for Claris, he left the company

in 1991 and founded Ink Development Corp with three friends After setting

up eBay in 1995, Pierre ran an online company called Auction Shop Then / after that, in 1996, Ink Development Corp, which included an Internet shopping section, was sold to Microsoft After that / then, in 1998, eBay went public and as a result Pierre became a billionaire

Then / After that in 2005, Pierre gave $100 million to the university that he graduated from to launch the Omidyar-Tufts Microfi nance Fund

Currently/ Now, eBay is one of the most successful e-companies in the world

Correct order is: h, b, i, c, g, e, a, f, d

Zhang Yin was born in Heilongjiang province in the north east of China

in 1957 There were eight children in her family and she was the eldest

daughter

In 1976 she got her fi rst job as an accountant and after that she moved to

Shenzhen, in the south of China, where she worked for a paper trading

company After that she moved to Hong Kong, where she opened her own

paper trading company in 1985 Although she was successful there, she

soon found that Hong Kong was too small for her ambitions and so in 1990

she moved to Los Angeles Whilst there she founded the American Chung

Nam Company Unfortunately, at that time, China ‘s economy was facing

shortages of materials, e.g paper The American Chung Nam Company

shipped huge containers of paper and steel back to China for recycling

Demand grew very quickly and in 1995 Zhang Yin returned to Hong Kong

and founded Nine Dragons Paper, furthermore, she opened her fi rst paper

making facility in Dongguan In 2006 shares in Nine Dragons Paper fl oated

on the Hong Kong stock exchange, Zhang Yin however still owns 72% of

the company

Currently Nine Dragons Paper has more than 5,000 employees and in

addition the company market value is 37.5 billion yen At the moment they

are also building another huge facility close to Shanghai In 2006, Zhang

Yin was named China’s richest self-made person and also the world’s richest

self-made woman

4.6 Case study The English Academy

1

cost, quality of teaching, pleasant learning environment, friendly staff, good

facilities, good location, good material

2

1 It’s on one of the main streets in the centre of the town

2 Internet connection is very slow and there aren’t enough computers

3 One of the receptionists

4 On an industrial estate outside of the town centre

3

Strengths:

- good location

- spacious facilities – library and computer laboratory

- high standard of teaching

- well-qualifi ed staff

- good results

- well-established (15 years)

Weaknesses:

- needs a facelift – classrooms and corridors are shabby

- not enough seating in the library

- not enough computers

- slow Internet connection

- more expensive than new school

- some teachers are not qualifi ed

- receptionists are unfriendly

- old-fashioned teaching material / methods

4

- redecorate the whole school – perhaps getting suggestions from students

- employ new, friendlier receptionists

- get more computers

- get a faster broadband Internet connection

- get more tables and chairs for the library

- offer discounts to returning students / those who have studied at the

academy for longer than a year

- make sure only appropriately qualifi ed teachers work at the school

- get teachers to use more up-to-date teaching materials

- rebrand the Academy by giving it a more meaningful name

5

The students’ examples will probably include local areas Other ideas

include:

John Lennon airport, Liverpool / JFK airport (John F Kennedy), New York

Many school’s in the UK are named after kings and queens, e.g Kind

Edward VII School / Queen Anne’s School

St Jame’s Park, London / Gorky Park, Moscow

5 Selling

1

1 Yes – ‘word of mouth’ advertising can be very effective

2 A good ad should be memorable, or perhaps get people talking

3 Encourage students to describe the advertisements, giving the following

information: type, description, what you liked about it; why it is effective,

use of photographs; slogans; technical details, etc

2

1 Advertising is necessary to position the product, reach the right target group, persuade people to buy and to create brands

2 The AIDA model

3 This is a benefi t or feature which only your product has and means that

it is better than / different to other products on the market

3

1 F 2 F 3 T 4 T 5 T 6 T 7 T

4

TV and radio advertising, print advertising, walking billboard, normal billboard, product placement, sponsorship, merchandising, word-of-mouth, viral advertising, guerrilla or covert advertising (where the target audience

is left unaware they have been advertised to), free samples, body art, newspapers and magazines, at the cinema, mail-shots

It is diffi cult to say whether one method is more effective than another; effectiveness is often linked to a product

5

1 500 3 Boxers

2 $37, 378 4 Toyota, Vodaphone and Dunkin’ Donuts

6

1 The wearer of the tattoo and the company the wearer wants to advertise profi t from this type of advertising

2 Foreheads and bald heads are the most effective parts of the body

3 One disadvantage is that when sports people sweat, the tattoo begins to run

4 TV is not as effective as in the past because of media fragmentation and because consumers are channel hopping during the commercial breaks

5 Some people might not fi nd this type of advertising very tasteful, or they may not fi nd the body parts on show very attractive There may also be cultural reasons why some people don’t like this type of advertising

6 College kids agreed to stick Dunkin’ Donuts logos on their foreheads during an NCAA basketball tournament; Toyota used body art to start a word-of-mouth campaign for the Scion car line

7

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

5.2 Vocabulary Buying and selling

2

pushy (extremely determined to get what you want, even if it annoys other people), arrogant, ignorant, poor at listening, sarcastic

3

1 Are you interested in a new or used car?

2 Which make would you like?

3 Which model do you like?

4 Do you want a petrol or diesel engine?

5 How many doors would you like?

6 How much money would you like to spend?

7 What do you need your car for?

8 What optional extras would you like?

9 What about the colour?

10 Would you like leather seats?

4

Which model?

Do you want a new car or a used one?

What about the engine?

Are you planning to travel long distances?

Two or four doors?

What do you want to spend?

5

The fi rst salesman is more effective because he is friendly and he makes small talk He seems interested in the customers He asks questions and

he listens to the answers The second salesman doesn’t sound friendly He doesn’t seem interested in the customers especially when he hears they don’t want to spend very much He doesn’t make any small talk and he doesn’t spend much time talking to them

6

1 low running costs

2 competitive prices

3 interest-free loan

4 good value for money

5 discount

6 going rate

7

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

9

1 b) 2 c) 3 e) 4 a) 5 d)

online + cheaper / can do it from home

- can’t see or feel the goods

supermarket + cheaper than local shops

- busy / can only buy what the supermarket stocks

local shops + personal experience

-more expensive than supermarket

market + cheaper for fruit and vegetables

- limited choice

5.3 Grammar Comparatives, superlatives and asking

questions

1

1 more reliable

2 cheaper, more attractive

3 easier

4 more reasonable

5 more simple

6 longer

7 crunchier, tastier

8 better, more effective

9 more stylish

10 worse

2

1 the best

2 the most popular

3 the most comfortable

4 the most accurate

5 the freshest, the highest

6 the most sophisticated

7 the purest

8 the lowest

9 the silliest

10 the sharpest

3

1 How much does the laptop cost?

2 What time does the bank close?

3 Who is your most successful salesperson?

4 Why do you use telebanking?

5 What do you think about the service?

6 (Excuse me,) where is women’s clothing?

7 How often do you buy a new car?

8 Do you always buy the same brand?

4

1 Easy Navigator (3)

2 NewTech (1)

3 NewTech (1)

4 Easy Navigator (3)

5 Route Finder (2)

6 NewTech (1)

7 Easy Navigator (3)

8 Students’ own answer

6

1 She uses it because it’s the closest to her house

2 Yes, she goes shopping on her own

3 She is not completely satisfi ed

4 No, she doesn’t think the store is tidy

5 Yes, she goes shopping at other supermarkets

6 What she likes the most is that it’s open 24/7

7

1 How often do you go shopping here?

2 What do you think about parking facilities?

3 How about the display of products? Can you easily fi nd things and reach

them?

4 May I ask you how much you normally spend?

5 What time do you normally go shopping?

6 What do you like the least?

5.4 Speaking Negotiating

2

1 This is not true, since ‘win-win’ is an outcome which is positive for both

parties

2 True It’s a good idea to have something to give, and not to only take

3 It depends An agenda is a good idea, but it depends how long and

complex your negotiation is

4 It depends Small talk is good for the atmosphere, but it depends in

which country you are negotiating

5 True It’s always good to be well-prepared

6 False It’s not a good idea to promise what you know you can’t deliver

Your negotiating partner won’t trust you again

7 False It depends on the culture of the country you’re in

8 True It’s always a good idea to make sure that your negotiating partner

understands what has been agreed

3

1 travel agent’s – couple are negotiating where to go on holiday

2 house – buyer and seller are negotiating over the sale of a house

3 shop – agent and shop owner are negotiating model fees

4

1 negotiation is lose-lose (neither speaker is going on holiday because neither will accept a compromise)

2 negotiation is win-win (both get something that they want)

3 negotiation is win-lose (the shop owner ends up paying more than he wanted to)

5

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

6

1 about

2 provided, as long as

3 Done

4 of, question

5 half way

6 along with

7 saying

5.5 Writing Negotiating by email

1

1 The term ‘fi t for purpose’ is useful here – an email to a colleague you know well need not be accurate, but a proposal to an important client needs to be accurate

2 Typical examples of email etiquette are: reply within 24 hours, even if you can’t deal with the email then and there; do not ‘fl ame’ – write an email when angry; do not use capitals, as it seems that you are shouting Younger students may be able to supply information about emoticons

Subject lines: it is useful to make these explanatory, due to the amount

of spam around e.g ‘Re Next Wednesday’s meeting: an email from John Roberts’

Students may wish to compare ideas on the formality / informality of openings (Dear vs Hi John) and closings (Very best wishes vs atb)

2

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

3

1 delivery lead time

2 gross price

3 trade discount

4 trial order

5 net price

6 bulk order

4

1 d) 2 c) 3 a) 4 e) 5 b) 6 i) 7 h) 8 j) 9 g) 10 f)

5

1 place

2 trade price

3 discount

4 payment

5 delivery

6 supply

7 reply

6

Dear Mr Bradshaw Many thanks for your enquiry

Further to your email, I am pleased to advise you that we have 300 dictionaries in stock at the moment Delivery of the other 200 would be in one month

With reference to the price, the catalogue is now out-of-date The current price is €16.00

We can guarantee a discount of 7% for payment within seven days

We look forward to receiving your order

Yours sincerely Helen Noonan

5.6 Case study Coolhunters

1

1 Students will have a range of answers about what is trendy to wear, where they live, current music, etc MP3 players are a popular trend; hybrid cars may be popular What does being ‘trendy’ mean for the students in respect of clothes, where they eat, life-style, possessions, holidays, etc? How would they describe themselves?

2 The Internet; magazines; friends and colleagues

2

1 Marketers don’t know what young people want to spend their money on because they have stopped responding to traditional forms of advertising

2 Products that are up-to-date but also individual

3 They use the Internet

4 The products that they liked, anything from shoes to shampoo.

5 A very short time, a few seconds

6 Identify a new trend

3

1 laggards: 16%

2 innovators: 2.5%

3 early majority: 34%

4 late majority: 34 %

5 early adopters: 13.5% (Note: Gabriella Cortez says 13%)

4

1 try out and accept new products

2 anything new

3 buy new products and services

4 see if the product works

5 see if the product works

5

1 d) 2 c) 3 b) 4 a)

6

1 empty-nester

2 full-nester

3 DINKS

4 bachelor

6 The organization

1

brave; someone who starts their own business; crazy; someone who takes

risks, etc

2

1 Yes, we all have the potential to be entrepreneurs

2 Most people don’t want to take risks

3 Countries where there is only a basic social security system, e.g America

3

1 Energy is important because you will have to work hard to get what you

want

2 A basic social security system is important because it means the

individual is responsible for fi nding and keeping a job

3 A legal system is important because it makes it easy to set up a business

4

1 She organizes celebrations for other people

2 She set up a Ltd company because it’s quick, easy and cheap

3 No, she doesn’t

4 Because the European Court of Justice now allows cross-border use of

business legal forms in the European Union

5

1 d) 2 c) 3 a) 4 b) 5 g) 6 h) 7 e) 8 f)

6

1 Students could consider whether or not she should expand the business

Could she apply for a loan? If so, for how much? Elicit feedback

Encourage students to consider Ingrid’s options and to justify their ideas

2 Some students may feel that she is not a true entrepreneur, as she

discovered the business in an almost accidental manner However, she

does have some attributes of being an entrepreneur

7

housework, walking the dog, shopping, cleaning the car, gardening, the

ironing, organizing weddings, looking after small children and babies, etc

Advantages include: you can work in an area which appeals to you, i.e

follow your ‘dream’; you do not have to answer to anyone; you can choose

when and where you work; you can decide on the amount of profi t you keep

through paying yourself a bonus

The disadvantages include: you have the responsibility of whether the

company is a success or a failure; you may fi nd that a work-life balance is

hard to maintain; you have to deal with tax, employment, property issues;

you need to worry about promotion of product and service

6.2 Vocabulary Types of companies

1

staff training, quality, low prices, great leader, always developing new products, etc

1 False A small profi t is sometimes acceptable Companies have to grow

2 False Companies do not have to share profi ts, although many do

3 True Although many companies simply continue to do what they do well

4 It depends Some do but some don’t and are still successful

5 False

6 It depends Some do

7 False, but there is more pressure on companies to take care of the environment

8 False Only some companies have mission statements

2

1 accountants

2 share

3 capital

4 liability

5 shareholders

6 agreement

7 investment

8 accounts

9 shares

10 capital

11 fall

12 shareholder

13 Meeting

14 trading

15 boss

16 profi t

17 debts

3

1 Partnership

2 Private limited company (Ltd)

3 Public limited company (PLC)

4 Sole trader

4

1 c) 2 d) 3 a) 4 b) 5 h) 6 g) 7 f) 8 e)

5

1 F

2 T

3 T

4 T

5 F The owners have to be in agreement

6 T

7 F You can lose money if share prices fall

6

1 consumer

2 employee

3 politician

4 environmental activist

5 shareholder

6 supplier

7

1 customer

2 employee

3 politician

4 environmental activist

5 shareholder

6 supplier

6.3 Grammar Reported speech

1

1 She said that the headquarters were in New York

2 She said that the company employed 65,000 people worldwide

3 She added that they had made a profi t of $100 million the year before

4 She continued that they could increase their market share by 3%

5 She explained that they invested a lot of money in R&D

6 She mentioned that the company would build a plant in India

7 She said that they had two main competitors

8 She said that no business could ignore its customers

2

1 after

2 through

3 with

4 up

5 into

6 up

7 for

8 away

1 c) 2 a) 3 b) 4 d) 5 g) 6 f) 7 h) 8 e)

4

1 First meeting

4 Talking about business

2 Names

6 Interrupting

7 Written contracts

3 Business cards

5 Presents

5

1 She said that you should shake hands with the most senior person fi rst

2 She added that you should use the family name, not the given name

3 She stressed that people didn’t talk business straight away.*

4 She commented that sometimes people brought a present.*

5 She pointed out that a good choice of present was an expensive cognac.*

6 She explained that the Chinese preferred face-to-face meetings.*

7 She said that people didn’t like to say ‘No’.*

8 She stressed that you shouldn’t interrupt people in meetings

6

1 d) 2 b) 3 c) 4 a) 5 h) 6 f) 7 g) 8 e)

6.4 Speaking Interrupting in meetings

2

Positive: raise awareness of importance of being healthy / staff benefi t /

convenience

Negative: needs staffi ng / employees may spend too long there / cost

Mary and Tom are expert listeners, Lisa is an average listener and John is a

terrible listener

3

1 F It’s a possibility

2 T

3 F

4 T

5 T

6 F

4

1 If I could just fi nish what I was saying?

2 Sorry to interrupt, but I’d like to come in here

3 Stop right there!

4 Could we get back to the fi rst point?

5 I’d like to make two points before we all start talking

6 I’ve got something to say here

5

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

6.5 Writing Agendas and action minutes

1

names of attendees (the ‘circulation list’); date; time; venue; list of numbered

items; AOB (any other business)

2

1 F 2 T 3 F 4 T 5 F 6 T 7 F

3

1 Firat

2 Write a report

3 8th September

4 Draw up schedule for building work

5 Firat

6 next meeting/11th September

7 Check schedule

8 Lena

9 11th September

10 11th September

4

1 d) 2 a) 3 c) 4 b) 5 h) 6 g) 7 e) 8 f)

6.6 Case study Soup Kitchen vs Gourmet to Go

1

How much will you put into the new company? How much do you need?

When will you start to make a profi t? When would the loan need to be

repaid? How else are you raising capital? What happens in the case of

failure?

2

Company name; product; amount of loan requested; possible rival products;

when you expect to pay back the loan, etc

1 Name and type of business

2 Objectives

3 Details of production

4 Finance

3

a) What are the qualifi cations and experience?

b) What are the general aims of the business?

c) What is your USP? Who is your target group? What competitors do you have?

d) How many people do you need to do the work / employ?

4

1 c) 2 e) 3 a) 4 b) 5 d)

5

1 The main differences are: the owner of Gourmet to Go is younger, and has a degree in Business Studies He also has experience of the food industry The owner of the Soup Kitchen appears to have no business background

The mission statement of Gourmet to Go is more ambitious than Soup Kitchen’s They also aim to sell more products

Soup Kitchen plans to sell locally, probably mostly to students Gourmet

to Go are prepared to provide sandwiches for all sorts of events

Gourmet to Go have more staff than Soup Kitchen

Gourmet to Go have more start-up capital but would like to borrow much more money than Soup Kitchen

2 It’s diffi cult to say which company is more likely to succeed Soup Kitchen has one owner and must make enough money to support this person and pay back the bank loan so it’s quite possible that the company could succeed in doing this

Gourmet to Go must support one full-time and three part-time staff

They are in a good location and they could well and become the market leaders

7 The stock markets

7.1 About business Keep it in the family

1

1 Asking for money from friends may be an option for small family companies On the other hand, ‘never mix business and friendship’

2 The bank has systems in place and has a traditional role in helping set up new businesses; however, rates of interest can be high

3 Venture capitalists may provide the money needed, but usually demand too high a share in the eventual profi ts

A company can fi nd money for new projects or ideas by:

borrowing the money from banks, asking venture capital groups to invest

in the company, issuing bonds or other fi xed-interest papers, going public and offering shares in the company to the public, selling part of the company, fi nding new partners who can bring money into the company

2

Advantages Disadvantages Bank loan - fi xed interest rates for a

fi xed number of years

- no surprises

- not always prepared to lend money to new or small companies

- loan may have to be secured

Venture capital

- prepared to lend to small start-up companies

- want 2% for management fee + 20% of the profi ts Shares - no interest to pay - can be taken over

- listed companies have to pay a lot to meet fi nancial reporting standards

3

1 b) 2 d) 3 a) 4 c) 5 h) 6 f) 7 g) 8 e)

4

1 a media company

2 a fi nancial group

5

1 F 2 T 3 T 4 T 5 F 6 T

6

Arguments in favour of paying the money are: keeping total control of the group and being able to run it as the Mohns wanted to

Arguments against include: loss of $4.5 billion; having to sell their stake in Sony (and subsequent loss of profi ts) and damage to their reputation