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Contents

Introducere 7

Unit 1 9JOBS AND RESPONSIBILITIES

1.1. Nationality Words 91.2. Naming and Greeting 101.3. Revision of Tenses 131.4. The Job Interview 151.5. Job Skills 171.6. Job Description 181.7. Personal Profile 191.8. Quiz 21

Unit 2

BUSINESS COMMUNICATION

23

2.1. Telephone English 242.2. Connecting the Call 262.3. Getting Down to the Business Telephone Talk 272.4. Making and Changing Arrangements 272.5. Leaving Messages2.6. Modal Verbs2.7. Tips for Effective E-mail Communication2.8. E-mail Etiquette Quiz

29303132

Unit 3

COMPANY PRODUCTS AND SERVICES

35

3.1. Adjectives 403.2. TQM3.3. The Euro Money Vocabulary

4243

3.4. Size and Dimension Vocabulary3.5. Making Complaints3.6. Quiz: The Business Plan

444546

Unit 4

COMPANY ACHIEVEMENTS

47

4.1. E-vocabulary 484.2. Revision of Tenses: Present Perfect vs. Past Simple 504.3. Travel Vocabulary 53

4.4. Airport Vocabulary4.5. Making Requests Asking for Information/ Action4.6.Agreeing and Disagreeing4.7. Quiz: STEP Analysis

56575961

Unit 5

COMPANY TRENDS

63

5.1. Graphs, Charts, Tables 635.2. The Language of Trends 66

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5.3. Market Vocabulary 705.4. The Rule of the 5 Ps in Marketing5.5. Stock Market Vocabulary5.6. Cash Flow Vocabulary5.7. Pay Vocabulary5.8. Quiz: Famous Bankruptcies

7172737679

Unit 6

MEETINGS

81

6.1. Time Prepositions 826.2. Stages in a Meeting 836.3. Meeting Vocabulary 856.4. Questioning Skills6.5. The Passive6.6. Managing Virtual Teams6.7. Problem Solving and Decision Making6.8. Incoterms6.9. Quiz: Abbreviations

889193949597

Unit 7

PRESENTATIONS

101

7.1. Presentation Stages: the 3 Ss Rule 1037.2 Presentation Equipment 1067.3. Reported Speech 1087.4. Minutes of a Meeting7.5. Legal English7.6. Negotiating Skills7.7. Negotiating Styles7.8. Management Styles

7.9. Quiz

112118120123125

126Unit 8

BUSINESS ETIQUETTE

129

8.1. Customs and Regulations 1308.2. Topics of Conversation and Communication 1328.3. Appointments and Meetings 1408.4. Quiz 147

Unit 9

BUSINESS DOCUMENTS

149

9.1. Format and Font 1509.2. Main Parts of a Business Letter 1519.3. Curriculum Vitae Writing 1549.4. Cover Letters 1589.5. Quiz 160

Recommended Bibliography 165

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Introducere

CursulBusiness English Communication se adreseaz celor care au deja cunotine temeinice degramatic i un vocabular relativ dezvoltat, dar au nevoie s-i mbunteasc abilitile decomunicare n limba englez n mediul de afaceri. Avnd elemente definitorii interactive, cursul ipropune, aadar, s dezvolte competenele de comunicare n afaceri n limba englez, fiind structurat

pe studii de caz cum ar fi prezentarea produselor i ofertelor companiei, negocieri, reclamaii,prezentarea proiectelor, edine de lucru etc. Disciplina este nscris n planul de nvmnt n cadruldisciplinelor umaniste, completnd ntr-un mod armonios programul de studii pentru licen ndomeniul administrrii afacerilor.

Obiectivele cursului

Obiectivele principale ale manualului sunt: utilizarea spontan a limbajului de afaceri; formulareaconcret a opiniilor, ntrebrilor etc. care s faciliteze comunicarea intercultural; folosirea cu uurin aexpresiilor cheie i diferitelor nuane ale limbii engleze necesare comunicrii eficiente n mediuinternaional de afaceri; asigurarea suportului lingvistic pentru abordarea larg a unor resursebibliografice n limba englez pentru celelalte discipline.

Competene conferite

Dup parcurgerea acestui curs, studentul va fi n msur:- s cunoasc importana studierii limbii engleze n contextul global i local/naional;- s neleag importana cunoaterii terminologiei n domeniul economic n limba englez;- s explice rolul termenilor specifici n limba englez care exercit o influena specific n

studiul i activitatea n domeniu;- s interpreteze texte i situaii concrete n domeniu de specialitate;- s utilizeze materiale i dicionare de specialitate pentru nelegerea i analizarea textelor;- s transpun n conversaia practic cunotinele dobndite;- s-i exprime interesul fa de cunoaterea limbii engleze aplicat domeniului economic;- s transpun n practic cunotinele dobndite n cadrul cursului prin colaborarea i

comunicarea n limba englez cu specialiti ntr-o manier etic, profesionisti politicoas.

Resurse i mijloace de lucru

Cursul dispune de manual scris pentru studiul individual al studenilor, precum i de materialpublicat pe Internet pentru ntregirea cunotinelor practice i teoretice n domeniul studiat.n timpulconvocrilor, n prezentarea cursului sunt folosite echipamente audio-vizuale, metode interactive iparticipative de antrenare a studenilor pentru conceptualizarea i vizualizarea practic a noiunilorpredate.

Activiti tutoriale se pot desfura dup urmtorul plan tematic, conform programului fiecreigrupe:

1. Interviul. Prezentare general. Articolul hotrt/nehotrt, prepoziii. Naionaliti (2 ore)2. Revizuirea timpurilor verbale. Profilul personal (2 ore)3. Abiliti de comunicare n limba englez la telefon i n schimbul de mesaje electronice de

tipul e-mail. Verbe modale (2 ore)

4. Produse i servicii. Gradele de comparaie: adjective regulate/neregulate (2 ore)5. Realizri ale companiei. Revizuirea timpurilor: Present prefect vs. Past Simple (2 ore)6. Calitativ i cantitativ n lumea afacerilor. Dezvoltarea abilitilor de transfer a informaiei

statistice n/din text n limba englez (2 ore)7. Cum s organizezi edine eficiente. ntrebri. Pasivul (2 ore)8. Cum s iei decizia corect. Abrevieri. Incoterms (2 ore)9. Cum s faci o prezentare. Vorbire direct/indirect (2 ore)10.Cum s pregteti o negociere. Tipuri i stiluri de negociere (2 ore)11.Noiuni de baz n eticheta n afaceri: studiu de caz (2 ore)

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12.Eticheta n conversaie: aplicaii (2 ore)13.Eticheta n ntlnirile de afaceri (2 ore)14.Cum s redactezi un CV. Scrisoarea de intenie (2 ore)

Structura cursului

Cursul este compus din 9 uniti de nvare:

Unit 1 JOBS AND RESPONSIBILITIES (4 ore)Unit 2 BUSINESS COMMUNICATION (4 ore)Unit 3 COMPANY PRODUCTS AND SERVICES (2 ore)Unit 4 COMPANY ACHIEVEMENTS (2 ore)Unit 5 COMPANY TRENDS (4 ore)Unit 6 MEETINGS (4 ore)Unit 7 PRESENTATIONS (2 ore)Unit 8 BUSINESS ETIQUETTE (4 ore)Unit 9 BUSINESS DOCUMENTS (2 ore)

Teme de control (TC)

Desfurarea temelor de control se va derula conform calendarului disciplinei, dup cum

urmeaz:1. Midterm Quiz: testarea nivelului de cunotine acumulate la jumtatea semestrului2. Proiecte individuale/ de echip pe internet:a. Companii din Uniunea European. Studiu de caz.b. Companii de tipul dotcom. Studiu de caz.c. Studiu de pia.d. Colectarea i analiza informaiilor culturale: studiu de caz.

Metoda de evaluare:

Examenul final la aceast disciplin este un examen scris, sub form de ntrebri gril, nscuprinde att ntrebri gril simple (fr argumentare) ct i din ntrebri gril sub form de aplicaii(rezolvarea unor probleme), inndu-se cont de participarea la activitile tutoriale i rezultatul latemele de control ale studentului.

The undergraduate course in business English communication is designed for those whoalready use English in their studies or at the workplace and they need to check and improve theirEnglish skills. It is primarily tailored for the class of business professionals who have reached abroadly intermediate level of English. It operates with words, phrases, and concepts that frequentlyoccur in business contexts, which makes the course highly instrumental in browsing through topicsrelevant to their line of work.

The references texts at the beginning of each unit can be read autonomously, in the sense thatthey are free-standing as the unit itself, or as a continuous text from the first to the last unit. Thereference texts introduce the topics for each unit and focus on cultural aspects of businesscommunication.

Some of the language and vocabulary points included in Language Notes and Vocabulary

Notes are usually introduced by the reference texts at the beginning of each unit. Awareness ofgrammatical context and key business vocabulary is thus being developed in complex exercises.Communicative effectiveness is the ultimate goal. Opinion Boxes and Fact Boxes are designed tocompensate for the lack of recordings of authentic conversations between business people. They offerthe opportunity to discuss current business topics in relation to the learners own business backgroundand interests. Learners will be challenged to share their (work) experience, to ask for and giveopinions, to agree and disagree on particular business-related issues, to compare products and services,to discuss figures and describe trends, to improve their meetings and negotiation skills, to brush uptheir social English and to enhance their business writing skills.

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Unit 1

JOBS AND RESPONSIBILITIES

Contents

1.1.Nationality Words1.2.Naming and Greeting1.3.Revision of Tenses1.4.The Job Interview1.5.Job Skills1.6.Job Description1.7.Personal Profile1.8.Quiz

They say we live in a global village today. They speakabout global needs and global ways to meet them. They often talkglobal responsibility and they often lay it at global doors these days.People interact globally every single day, every single hour, everysingle minute: right now as I am typing these lines on my laptopseated nicely comfortably in my red chair facing the white wall inmy living room in Romania I could as well be chatting with myfriends in Wyoming or laughing my head off as I am receiving oneby one some funny photos shot late last night at my cousins weddingparty in France which unfortunately I missed. As the internetexplosively develops, we are all becoming more aware that indeedthey are right - we are after all the global villagers. But do global

villagers speak all a global language?

Yes, SirThey doThey all speak English. English plays a crucially

central part in the global village and it has become the globallanguage we all make extensive or global use of whenever we need to

communicate with other people worldwide. In order to become one of

the global us, one has to speak English. Many of us speak Englishtoday - for most of us English is not the first language. Actually we

learn English as a second language to talk to other people who

themselves learn it as a foreign or second language. But are we,global villagers, learning English as the British or the American

speak it?

It is definitely not whether we can learn to speak English as theBritish do or as the American do or not, but whether we need to learnit as they speak it in their countries that is the burning questionIsnt it more appropriate to learn global English, I wonderJustimagine a businessperson from Romania who is working in a jointventure with a businessperson from Denmark - burningquestion here: what difference does it make if they speak British English orAmerican English? Idiomatic usage is fortunately not an issue in thissituation.

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Luckily enough I am not aiming at a global learning audience here my job as an English teacher in an English non-speaking communityin Romania is in fact a constant endeavour not to burn the candle atboth ends. Hence heavy responsibility lies with me: on the one hand,I teach students English as a second language to use it in situationssuch as above in which they are/will be part of an English non-speaking business community whose needs of communication areenabled by use of English. On the other hand, some of the studentscould become part of an English speaking business culture andtherefore I should be able to translate their local into global needs.Tough job, terrible responsibilities

What about you or the others?

I am a teacher.

I am Romanian.

My job as a teacher is to teach English.

Im in education.

I 1. Make up sentences about yourjob as above:

I am a/an

I come from

My job as a/an is to

Im in

LANGUAGE NOTE

We use a + job title phrase beginning with a consonant.We use an + job title phrase beginning with a vowel.We also use in + type of work .

2. Ask your partners questions about themselves:

What do you do?

What are you responsible for?

What do you deal in?

Where do you come from?

II 1. Each of the following lines contains a spellingmistake. Find it and provide the right solution.

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a. Englishman English Englend Englishwoman

b. Franse French Frenchman Frenchwoman

c. German Germenia Germanic German

d. Hungarian Hungarie Hungarian Hungarian

e. Italian Italie Italian Italianate

f. Spain Spannish Spaniard Spanish

g. Holand Dutch Dutchman Netherlands

h. British Great Britaine Brit Britannic

i. Denmark Danish Daine Danish

j. Sweden Sweed Swedish - Sweden

LANGUAGE NOTE

All countries, nationalities (e.g. Romanian and not * romanian) andlanguages begin with a capital letter. When referring to an individualor several people from a particular country we use a and the: e.g.Heis an German sales manager. // The Germans are famous for their

punctuality.

2. LOreal is aFrenchcompany. The headquarters areinFrance.What about these companies? Write two similar sentences about eachof these companies.

IBM

Procter & Gamble Ericsson Nestle Perrier Saab Phillips Franke Olivetti Nokia

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Honda Siemens Zanussi Whirlpool Rolls-Royce

3. What countries belong to the EC? Provide examples of companiesfrom these countries.

FACT BOX

Naming and greeting represent important aspects of the business

practice.

In English, when giving or writing your name it is advisable to putthe first name before the surname, even if it is not what you normallydo. When talking to or writing to someone whom you do not know

well it is always wise to use the surname: e.g. I agree with Mr Kurtand not * I agree with Mr Petru. It all depends on people andcircumstances to start using first names. In the USA it is common touse the first name relatively quickly. Sir orMadam are used ineveryday speech if people wish to put themselves in a position ofinferiority: e.g. Would you like something to drink, Sir? Ms pronounced /mz/ - is often preferred when the marital status of awoman should not be revealed.When meeting someone for the first time it is customary to say Howdo you do? The reply will always beHow do you do? People also sayPleased to meet you. If someone asksHow are you?- he/she wants toknow about your health and mood. Among the common replies weinclude the following: Fine, thanks. // Very well. // OK.// So so.//Awful. In formal situations the reply should be always positive eventhough we feel terrible. Greetings usually depend on the time of dayand social context: among relatively formal greetings we mentionthe following:

Up to 12: Good morning. From 12 to 6 pm: Good afternoon. From 6 pm to about 10 pm: Good evening. And finally: Goodbye. It was very pleasant meeting you. In the small hours or when leaving someone in the evening:

Good night.

Informal greetings include the following:Hi! // Hello // Morning

andSee you.// So long.// All the best.// Take care.// Bye.

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LANGUAGE NOTE

We use the present simple tense to talk about general or permanent

activities. We use the endings in the third person singular.

III The job interview: tips on questions and answers.

When you walk in the room it is important to make a first goodimpression on the interviewer since it could have a great influence onthe rest of your meeting. It is important that you introduce yourself,shake hands, and are friendly.

1. Practice introducing yourself.

How do you do? My names Hello. Let me introduce myself. Im

Hello. Allow me to introduce myself

Then the interviewer moves on to the breaking the ice generalquestions.

2. Dont be surprised and reply to the following using the PRESENT

SIMPLE TENSE:

How are you today?

What do you think of the weather?

LANGUAGE NOTE

We use the present simple to refer to present activities which aretrue in the present period of time and which, for all we know, maycontinue indefinitely. In other words, this is the situation as it standsat present.

Talking about your qualifications and experience is the mostimportant part of anyjob interview.

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What do they mean by qualifications? Qualifications includeyour education fromHigh School on to anyspecial training youmay have done in thepast. Remember thatyour education tookplace in the past. Youneed to use the PASTSIMPLE TENSE.

3. Complete the following:

I attended from to

I graduated with a degree in

Talk also about the following: Refer here to any trainingcourses that you attendedsuch as computer courses,accounting courses. ( Use thePAST SIMPLE TENSE)Make sure you mention yourEnglish studies. Assure youremployer that you arecontinuing to improve yourEnglish skills by any coursesthat you are attending, or bysaying that you are studyinga certain number of hours aweek to improve your skills.(Use the PRESENT

CONTINUOUS TENSE)4. If you are currently a student, use the PRESENT CONTINUOUSTENSE:

I am currently studying at

I am also improving my English skills by studying

LANGUAGE NOTEWe use the present continuous tense to talk about temporaryactivities in the present.We do not use the present continuous with the following verbs:

Verbs of the senses : feel, hear, see,smell and also notice, observe

Verbs of feelings and emotions :admire ( in the sense of respect),appreciate, care for, desire, detest,

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dislike, fear, hate, like, live, mind,

value, want, wish Verbs of mental activity : agree,

assume, believe, expect, feel sure /

certain, forget, know, mean,

perceive, realise, recognise,

remember, understand Verbs of possession : belong, owe,

own, possess

What do they mean by experience? Experience refers toany work you have done thatis directly or indirectlyrelated to the job you areapplying for and is the mostimportant topic of any jobinterview. It is essential toexplain what experience you

have in detail. This is not thetime to be modest. Beconfident, and talk freelyabout your accomplishmentsin past employment.

When you talk about your past employers use PAST TENSE to makeit clear that you are no longer working for that company.

LANGUAGE NOTE

We use the past tense to indicate an activity which occurred at aspecific time in the past and it is now finished.

5. Fill the gaps by using the past tense forms of the verbs in thebrackets:

a. I as a receptionist at the Hilton while I was living inBucharest. (work)

b. When he in Brussels two years ago he a job as awaiter in an Irish pub. (live, have)

c. As a desk clerk at the Jacksons she customers. (serve)d. When I as a stockbroker back in 1999 I and

shares. (work, buy, sell)e. As a marketing director at the Bensons he

recommendations about future market strategies. (make)f. When she in charge of the overseas sales as an

overseas sales manager from 1997 to 2000 she contracts with overseas agents and distributors. (be,negotiate)

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When you talk about your current employment be careful to use thePRESENTPERFECT SIMPLE TENSE to refer to tasks you have accomplished

in the past and thePRESENT PREFECT CONTINUOUS TENSE to talk about the tasks

that you are stillperforming at your current job.

LANGUAGE NOTE

We use the present perfect simple to indicate an activity at somenon-specific time in the past with an impact or result in the present orfuture, e.g. past employment leads to experience gained which has apositive impact in the present.

We use the present perfect continuous when we are interested in anactivity that started in the past and continues to the present, e.g. pasttask fulfilment continues to the present.

6. Talk about your current employment as in the example below.Refer to tasks you have accomplished (a) and tasks you are stillperforming (b).

Example: (a) Procter & Gamble have employed me for thelast three years as a sales person. (PRESENT PERFECTSIMPLE TENSE)

orI have worked as a sales person for Procter & Gamble for the last

three years. (PRESENT PERFECT SIMPLE TENSE)and

(b) I have been creating customer contacts for three months.(PRESENT PREFECT CONTINUOUS TENSE)

7. Choose the best word to complete the sentences:

a. When the interviewer / you / your employer walk inthe room it is important to make a first goodimpression on the interviewer.

b. It is important that you introduce yourself, break /shake / take hands, and are friendly.

c. The interviewer moves on to the breaking / melting /making the ice general questions.d. Qualifications include your studies / education /

courses from High School on to any special trainingyou may have done in the past.

e. Experience refers to any work you have done that isdirectly or indirectly related to the job you aredemanding / applying for / offering.

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8. Complete the following sentences by using the PRESENTPERFECT SIMPLE and CONTINUOUS of the verbs in thebrackets:

a. He as a project coordinator for Volkswagen for fiveyears. He a joint venture project with Nissan for thelast six months. (work, coordinate)

b. I with Franke for three years since I graduated. As anarea sales manager I all kinds of people lately and Icould tell you this is exactly what I like doing. (be, meet)

c. They the company since they got married in 1999 andthey together in the Personnel Department. They the monthly training courses for the last two years.(join, work, supervise)

d. She a good job ever since she was taken on in theResearch and Development Department seven years ago. Itwas mainly due to her teams work that our company so much. She a completely new environmentally-freeproduct development system for the last two weeks. (do,accomplish, introduce)

The job skills you have acquired in the past with pastemployers may not match the skills you need to get the position youare now applying for. What do they mean byjob skills?

Skills are the activities that you do well, in other words things you aregood at. Everyone has many skills. It is often difficult to recognizethe skills that you have.

Job skills are abilities you need for a specific position. For example,a secretary needs to know how to type and take messages, a shopassistant needs to know how to serve customers. Speaking Englishwell, however, is a skill you can use in almost any job. Employerswant to select employees who could show how past skills relate to thepresent potential job. Here is a table with the most useful adjectivesyou will need to describe your skills successfully:

active competent confident creative dependable decisive

determined diplomatic discreet efficient energetic enterprising

enthusiastic experienced fair honest innovative loyal motivated

objective outgoing polite positive qualified reliable results-drivenself-confident self-disciplined successful task-oriented team-

oriented

9. Use some of these adjectives to talk about yourself. You only havea few minutes to sell yourselfand show how good you really are.

10. Choose the best word to complete the sentences:

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a. Kinds / Skills / Jobs are activities that you do well.b. Everyone has / is / have many skills.c. It is often difficult to practice / recognize / understands the skillsthat you have.d. Job skills are abilities / activities / working you need for a specificposition.e. Writing / Speaking / Using English well is a skill you can use inalmost any job.f. Employers want to select people / employees / workers who couldshow how past skills

relate to the present potential job.

IV Choose the best word to complete the definitions of thefollowingjob titles:a. A CEO (Chief Executive Officer) is the person with a trendy

barba di quatro giorni / with ultimate control over the company/ who ultimately owns the company.

b. The board of directors is the group of people who make thedecisions on company policy and direction / who make thecoffee and decide the menus / who sell shares of the company.

c. A managing director is the person responsible for legal / illegal /social aspects of the company such as signing cheques andcontracts.

d. A general manager is the person in charge of generalmanagement of the campaign / company / community.

e. An office manager is the person responsible for the day-to-day /up-to-date / out-of-date management of an office or department.

f. A departmental manager responds for the general managementof staff and production in a particular division / department /district.

g.

A finance manager is the person who takes care of political /financial / economical planning, budgets, expenditure, profitand loss.

h. A customer service officer is the person who communicates withforeigners / customers / customs.

i. A secretary is the person who makes coffee / telephone calls / apoint and writes letters / diaries / lessons as well as sends youbest regards / emails and faxes / all of us to hell.

V A job description is a written description ofthe exact responsibilities of a job. Have you got any idea what a tourmanager does, what his responsibilities or job skills are ? Here isyour chance to find out. Read the text and then find the rightquestions to the following answers :

a. A tour manager is responsible for accompanying and organizinga tour.

b. Only for organizing the tour.

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c. According to the plan.d. By coach.e. Between two or three days to over a month.f. At the start of the journey.g. From early morning to late evening.h. An introduction course.

The tour manager works for the tour operator and is responsible foraccompanying and organizing a tour from the beginning to the end.In Romania, however, it is customary for the tour manager to beresponsible only for organizing the tour.

The tour manager makes sure that all the travel arrangements for agroup of tourists run according to the plan and that theaccommodation is of satisfactory standard. Most tour managers workwith tourists travelling by coach on tours that can last from betweentwo or three days to over a month. The tour manager usually joins theparty of tourists at the start of their journey, welcomes them, and

answers any enquires about the journey.

The tour manager often works from early morning to late eveningand is on call 24 hours a day. His work includes weekends and isoften seasonal. The tour operator usually provides an introductioncourse for the tour manager to familiarise him with the company,main destinations used by the operator, company policies andprocedures. The tour manager must keep his knowledge of routes anddestinations updated on a regular basis.

For a successful tour manager job skills should include: ability to geton well with a wide variety of people, outgoing, self-confident, politeand tolerant character, excellent communication skills, interest in

geography and historical sites, good working knowledge of one ormore foreign languages, good organisational skills, smart and tidyappearance.

VI 1. Read the profile ofBill Gates and identify the paragraphsthat match the headings below:Name

Nationality

Date of birth

Place of birth

Family

Education

Work experience

CompanyJob title

Job responsibilities

Job skills

Job description

Hobbies

Interests

Books you have read/wrote

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Bill Gates has created the worlds largest company which dominatesthe global computer industry MICROSOFT. He is the worldsrichest man and has been known as the greatest charitable giver inhistory. He has become famous for his aggressive business tacticsand confrontational style of management.

He was born on 28 October 1955 and he grew up together with histwo sisters in Seattle. His father is an attorney in Seattle and his latemother was a schoolteacher. He began computing at 13 at the citysLakeside school. When he was 17 he sold his first programme atimetabling system for the school for $ 4,200. It was at Lakesideschool where he met Paul Allen and they wrote the first computerlanguage programme for a personal computer later at Harvard.

The two friends established Microsoft in 1975; they called itMicrosoft because it provided microcomputer software. In 1976Gates dropped out of Harvard, once it became clear that thepossibilities for Microsoft were bright. 4 years later they signed anagreement to provide the operating system that became known asMS-DOS for IBMs new personal computer. Microsoft was thenallowed to licence the operating system to other manufacturers whichraised the companys turnover to $ 61m in 1986. In the early 1990ssales and profits increased dramatically; however it seems that Gatesmisjudged the possibilities and growth of the internet at that time.

Gates got married to Melinda on New Years Day 1994. He metMelinda in 1987 at a Microsoft press event in Manhattan. She wasworking for the company and later became one of the executives incharge of interactive content. Together they have three children:Jennifer Katherine, born in 1996, Rory John, born in 1999, andPhoebe Adele, born in 2002.

Gates wrote The Road Ahead and Business @ the Speed ofThought which have both hit the best seller hits. He and his wifehave been giving increasing amounts of money to charity.

Other interests listed on his official website are reading and playinggolf and bridge.

2. Imagine you were Bill Gates. Write yourpersonal profile as BillGates. You may rely on the text above or your own knowledge of thefamous business man to write five to seven high impact statementsthat describe your personal strengths as it follows:

Experienced and innovative with aggressive business

tactics and confrontational style of management.

3. Write your own personal profile. Be confident and positive whenyou make up the key statements. Orientate the descriptions to thetype of job you are looking for.

OPINION BOX

The auditor is a watchdog and not a bloodhound.Lord Justice Topes

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Good bankers, like good tea, can only be appreciated when they arein hot water.Jaffar Hussein, Governor, Malaysian Central BankA banker: the person who lends you his umbrella when the sun isshinning and wants it back the minute it rains.Mark TwainI detest life-insurance agents: they always argue that I shall some daydie, which is not so.Stephen B. LeacockBehind every successful man lurks a truly amazed ex-mother-in law.John Chrusciel

The graduate with a Science degree asks, Why does itwork? The graduate with an Engineering degree asks, How does itwork? The graduate with an Accounting degree asks, How muchwill it cost? The graduate with a Liberal Arts asks, Do you wantfries with that?

Quiz

1. English is not the most widely spoken language in the world.A. I agree if we refer to numbers only.B. I disagree.

C. I dont know.

2. English is used as a first language in A. USA, UK, India, South Africa.B. USA, UK, Canada, Australia.C. New Zealand, Ireland, Nigeria, Scotland.

3. Is British English better than other varieties of English?A. Yes.B. No.C. I dont know.

4. When you greet an Englishman/woman or an American, you should ..

A. not use first names unless they do it first.B. call them by their first names.C. call them by their family names.

5. What are you responsible for?A. What do you do?B. What are you in charge of?C. What do you deal in?

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6. Nokia is a company. The headquarters are in

A. Finnish FinlandB. Finish FinnlandC. French France

7. Qualifications include

A. foreign languages and driving skills.B. your education from high school onto any special training courses.C. any work you have done in the past.

8. A general manager is the person in charge of general management of A. compaignB. companyC. compaign

9. A tour operator is A. a travel agent who advises you on your holiday.B. a company that arranges holidays for people.C. someone who makes your hotel reservations.

10. Many companies today outsource.A. The employees work at home.B. They employ other companies.C. They sell more products than their competitors.

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Unit 2

BUSINESS COMMUNICATION

Contents

2.1.Telephone English2.2. Connecting the Call2.3. Getting Down to the Business Talk2.4. Making and Changing Arrangements2.5. Leaving Messages2.6. Modal Verbs2.7.Tips for Effective E-mail Communication2.8.E-mail Etiquette Quiz

We, the global villagers, love our multifunctionalPCs We are all getting so attached to our slimmer and glossiertelephones these daysbut arent we all missing anything herelike,for instance, as they would say, our minds?

The bathtub was invented in 1850 and the telephone in 1875. Inother words, if you had been living in 1850, you could have sat in thebathtub for 25 years without having to answer the phone.- Bill deWitt, 1972

But who really invented the telephone? Wasnt it a good chap named

Bell, Alexander Graham I guess? Well, let me tell you that it wasnt The real inventor was Philipp Reis, a German science teacher,

who began working on what we call telephone today in 1860. Hisdevice was only marginal while Bells phone really worked. Actually

Reis died two years before Bell received his patent. Anyway, Reiss

phones were demonstrated all over Europe. One was demonstrated in

Scotland while Bell was back there visiting his father. We dont knowif Bell saw it however we find it hard to believe that he was

completely unaware of Reiss work. It was after all Bells brilliance

to produce such a robust and viable device and to sell it to a sceptical

public.

More than seven decades later the basic concept of cellular phones

began when researchers looked at car phones and realised that by

using small cells (range of service area) with frequency re-use they

could increase the traffic capacity of mobile phones substantially. Wecall them cellular because the system uses many base stations to

divide a service area into multiple cells. Cellular calls aretransferred from base station to base station as a user travels from

cell to cell.

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New languages have been born of parents of modern technology:telephone and e-mail languages. Both come with a set of rules andguidelines that we ought to follow if we choose to play the gamebut then again do we, the global villagers, have any other option?Im afraid we dontThe ball is in our court now so lets startrolling!

I In the telephone conversation below underline the

most common phrases and idioms that you only use over the phone.

Operator : Hello, Robertson and Brothers. How can I help you ?James : This is James Madison. Can I have extension 2314 ?Operator : Certainly, hold on a minute, Ill put you throughSandra : Jim Robertsons office, Sandra speaking.James : James Madison speaking, is Jim in ?

Sandra : Im afraid hes out at the moment. Can I take amessage ?James : Yes, thank you. Could you ask him to call me at 311 566-2339. I need to

talk to him about our last order, its urgent.

Sandra : Could I read that back to you ?James : Yes, certainly. Go ahead.Sandra : The name is James Madison, thats J-A-M-E-S M-A-

D-I-S-O-N and the phone number you could bereached at as soon as possible is 311 567-2339. Is thatright?

James: You got the name right but the number is 311 566-

2339. Have you got that?Sandra: Got that. Thank you, Mr Madison. Ill make sure Jim

gets this ASAP.James: Thank you, bye.Sandra: Bye.

As you have noticed above, the language we use on the phone israther informal and there are some significant differences to everyday English.

II In the table below revise the key language and phrases used intelephone English.

Introducing yourself Asking who is on the

telephone

This is James.James speaking.

Excuse me, who is this?

Can I ask who is calling,please?

Asking for someone Connecting someone

Can I have extension 2314?Could I speak to ? (formal

Ill put you through.Ill connect you.

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and informal, always safe touse)

Can I speak to ? (moreinformal)

May I speak to ? (moreformal)

Is Jim in? (informal idiom)Is Jim in the office? (formalidiom)

Can you hold the line?Can you hold on a minute?

Just a minute.Hold on.

How to reply when someone is

not available

Taking a message

Im afraid is not available atthe moment.

The line is busy/ The line is

engaged(when the extensionone requested is being used)

Mr Robertson isnt in MrRobertson is out at the moment

Could I take a message(formal and informal, alwayssafe to use)

Can I take a message? (moreinformal)

May I take a message? (Moreformal)

Could/Can/May I tell him/herwho is calling?

Would you like to leave amessage?

1. Match the telephone phrases in the left-hand column with theirequivalents in the right-hand column.

1.Could I have extension455?2.The line is busy.3.Im afraid Mr Smithisnt in.

4.This is James Black.5.Ill put you through.

6.Could I have yourname?

7.Is this the code forRomania?8.Hold on.9.Could I speak to LouisRenoir, please?10. Anything else?

a.James Black speaking.b.Ill connect you.c.Is this the countrynumber for Romania?

d.Is that all?e.Is Louis Renoir in theoffice?f.Could you put me

through to the officenumber 455?g.Can you wait?

h.The line is engaged.i.Im afraid Mr Smith isout at the moment.j.Can I ask whoscalling, please?

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2. Here are some answers you may receive on the phone. What arethe questions?

a. Ill put you through.b. Hold on. Ill get her.c. Im afraid shes on the other line.d. No, there is one more thing.e. Yes, fire away.f. Hold on. Ill get a pencil.g. Yes, thats M-E-L-I-N-D-A C-H-A-T-H-A-M.h. No, its all right then. Ill call back later.i. Im fine, thanks.j. Yes, thats the lot.

III Connecting the Call

1. The following lines in a telephone conversation have been mixedup. Put them in the right order.

John: Morning, Id like to speak to Mrs Brown, please.Operator: Just a minute, please Mrs Brown, theres a MrSmith on the line hes phoning about their order

Operator: May I have your name, please?Operator: John & Johnson, plc. Good morning!John: Its John Smith and Im phoning about last weeks

order.

2. Choose the most appropriate reply to the following. Only one replyis possible.

1. Good morning. Can I help you?

a. Yes, Id like to speak to someone from your marketingdepartment, please.

b. No, I must have dialled the wrong number.c. Hang up and Ill call you back.

2. Is that Robertson and Brothers?a. Ill let them know you called.b. Im afraid this is urgent.c. Im afraid you seem to have the wrong number.

3. Could I speak to Mrs Brown, please?a. No, please hang up.b. Yes, Ill put you though.

b. Yes, Ill put you through.

4. Im afraid she isnt in the office right now.a. Could you get her to call me back as soon as she gets in?b. Yes, Ill put you through.c. Im afraid you seem to have the wrong number.

5. Would you like me to put you through to her secretary?a. No, I prefer to hang on, its very important.

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b. No, please hang up.c. Ill put you through.

6. Ill get back to you first thing on Monday. a. Thanks for your help, then. Have a nice day.b. No, I prefer to hang on, its very important.c. Let me know if there is anything I can do.

IV Getting Down to the Business Telephone Talk

Put the words in the right order to make up true questions and thenanswer them.What / are / from / company / you ?Where / you / are / located ?department / would / like / Which / you / me / put / through /to / you?do / I / you / for / can / What ?to / do / you / speak / Who / like / to ?English / you / speak / Do ?down / a / you / Can / slow / bit ?read / to / you / Could / back / that / me ?I / have / name / Could / your / please ?we / time / Could / meet / fix / a / to ?Would / telling / what / it / about / me / mind / you / is ?again / run / that / over / Could / we ?

V Making and Changing Arrangements1. Complete the phone conversation between a sales manager and a

local representative. Use the most common making arrangementphrases from the list below.

Can / Shall we fix / arrange an appointment / a meeting? Would it be useful to meet up soon? How about ? What about ? Would be suitable? Would suit you? Shall we say ? Ill (just) get / check my diary. Thats fine. I cant / wont be able to make Ive got to (+ infinitive) / a (+noun)

Sales Manager: Bart Babel.

Local Rep: Hello. This is Petru Kurt. We have met at theGlobal Manufacture

Fair in Brussels last week, havent we?

Sales Manager: Yes, we have. How are you?

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Local Rep: Fine thanks. Im going to be in Budapestfrom Wednesday to

Friday next week. ______________ todiscuss how our sales representatives in EasternEurope might work together?

Sales Manager: _______________ . ____________ Wednesday andThursday as

______________ be in Istanbul for three daysnext week.

__________ Friday morning __________ ?___________ brunch?

Local Rep: Sounds good. Shall I meet you at your office?Ive got the address.

Sales Manager: Yes. Why dont we come round here at about 11am?Ask for me at reception and Ill come down.

Local Rep: Yes, __________.

Sales Manager: See you on Friday at 11am, then.

Local Rep: Look forward to seeing you, then. Bye.

Sales Manager: Goodbye.

2. Choose the most appropriate way ofchanging arrangements overthe phone.

a.

Tuesday is impossible.// I cant make it on Tuesday.// It is notpossible for me to meet you on Tuesday.

b. Something has occurred to prevent our meeting.// Somethinghas kept me from meeting you.// Something has come up.

c. How about 3pm?// Lets meet at 3pm.// Is 3pm OK?

d. Is it possible for you to meet in the morning?// Can we makethe morning instead?// Isnt it better to meet in the morning?

e. Im afraid Ill have to change our arrangement for Friday,13th. Can we put it off until Monday, 16th? // Lets change it

for Monday, 16th

.// Why dont we meet on Monday, 16th

?

f. Im deeply sorry about Friday.// I cannot on Friday.// Imafraid Friday wont be possible after all.

g. Im afraid well have to put back the meeting. Im completelysnowed under at the moment.// The meeting is going to berained off.// Im completely thundered against what themeeting is concerned.

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h. Lets forget about it.// Can we leave it open for the timebeing?// Shall we decide not to fix a day?

i. Well be back in touch soon.// Well be back on track soon.//Ill turn my back on you soon.

VI Native speakers, especially business people, tend to speakvery quickly on the phone. Consider the following practical tips to getnative speakers to slow down. Choose the most appropriate. There isonly one possible correct answer.

1. When the business person you are talking to on the phonespeaks too quickly and you dont understand anything you should

a. wait and then ask the person to repeat what he/she has saidbefore.

b. immediately ask the person to speak slowly.c. silently repeat word by word what the person is telling

you.

2. When taking note of a name or important information -a. avoid repeating each piece of information.b. ask the person to sing each word to you.c. repeat each information as the person speaks.

3. Do not say you have understood ifa. you have not.b. you should not.c. you will not.

4. If the person does not slow down -a. begin speaking your own language.

b.

start singing.c. hang up on him/her.

Hint: Make sure you use this last tip with colleagues and not with theboss!

VII Leaving Messages

1. Sometimes there may be no one to answer the telephone and youwill need to leave a message. Choose the most appropriate message ineach situation. There may be more than one possible correct answer.

Introductiona. Hello, this is David Cross.b. I am David.c. Hello, David Cross speaking.

State the time of day and your reason for calling

a. Its ten in the morning. Im phoning to find out if b. Its ten kilometres from London. Im learning that c. Its ten am. Im calling to let you know that

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Make a request

a. May I suggest to b. Could you call me back?c. Would you mind ?

Leave your telephone numbera. My number is b. Give me a lift to c. You can reach me at

Finisha. Thanks a lot, bye.b. Ill talk to you later, bye.c. Kind regards, bye.

2. Read the following message left on the answering machine.

Telephone David

(Ring Ring Ring)Hello, this is Jack Sanders. Imafraid Im not in at themoment. Please leave amessage after the beep (beep)

Hello Jack, this is David Crossfrom J&B. Its four pm andIm calling to see if you couldstill meet me for the game ofgolf this Friday afternoon.Could you call me back? Youcan reach me at 455 6789until 10 pm. Ill talk to youlater, bye.

Leave your own messages and make sure you have stated the mostimportant information: your name, the time, the reason for calling,the telephone number. Refer to the following:

a. You need to cancel the appointment for next Monday.b. You need to postpone lunch plans tomorrow.c. You need to confirm your visit this weekend.

VIII Telephoning has indeed changed the way peoplecommunicate with each other. It is therefore essential to speak thesame language whenever we use the phone.

It has become a commonplace to write in the same language whenwe e-mail our business partners. E-mail has radically changed theway we communicate in the business world. Rapid, clear and cheapcommunication among employees and customers has increasedproductivity and access to information.

E-mail comes also with a variety of rules and guidelines that shouldbe followed by business people who want to communicateeffectively.

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1. Complete these tips for effective e-mail communication by fillingin the missing words. Use the correct forms of the words in the tablebelow. There may be more than one possible answer.

Can cant (dont) have to

should(nt) must(nt) be able to

You spell-check your e-mail, use correct grammar and be brief.

You make sure your e-mail messages contain your contact andcompany information as well as any branded message or by-line youcurrently use.

You include an attachment to an e-mail if the recipient knowsand trusts you and expects to receive attachments from you.

You send your reply immediately unless you take the timeto reflect on the response. You check for and modify confusinglanguage before sending the reply. E-mail messages are indeed instantcommunications but you respond before reviewing the message.

You install an anti-virus software programme on your PC andsubscribe to regular updates of new viruses.

E-mail communication be as dynamic as face-to-face or phone

communication. You control the way your e-mail getsdistributed or forwarded. What you read/write is what you get so you use e-mail to communicate sensitive or potentially embarrassingsubjects.

You type your e-mail in capital letters. This is consideredshouting and e-mail recipients see it as offensive. If you want toemphasize something, you use asterisks, which be themoral equivalent of italics in paper documents.

In business e-mails you use abbreviations such as BTW (by theway) or LOL (laugh out loud) and emoticons such as the smiley : ).The recipient be unfamiliar with the meanings and in business e-mail these are not generally appropriate.

You save your important messages to a special folder to keep arecord: E-mails are legal documents.

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LANGUAGE NOTE

We use can and be able to to talk about ability, possibility,permission.

We use must to talk about obligation imposed by the speakerhimself. Compare with have to which expresses external obligation.We mostly use must in written orders or instructions.We use should to express the speakers obligation or duty. It is morea matter of conscience or good sense. The difference between should/ ought to and must / have to is that with must and have to wenormally have the impression that the obligation will be fulfilled. Weuse should / ought to in formal notices, information sheet, to expressadvice.

We use dont / doesnt have to to express no obligation. The form ismore common in American English.

E-mail Etiquette Quiz

How efficient are you at e-mailing? Can you impress your business partners with your e-mailtechnique? Find out by doing this quiz.

1. The login name, return address or username might determine the maturity and formality level of thesender. If you identify as

a. webking@yahoo.comb. Bob_Benson@yahoo.comc. John_Doe@yahoo.com

your correspondent will take you seriously and reply accordingly.

2. When you send e-mail, particularly to someone who doesnt know you, it would be good if youwould immediately answer these questions:

a. When were you born?b. How did you learn of your correspondent?c. What is the turnover of your company?d. Who are you?e. Why should your correspondent pay attention to you?

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3. Many e-mail programmes allow you to set up a default signature to be included at the end of everyoutgoing message. People often use these signatures to provide their name and alternate ways ofreaching them. Here is an example of an outgoing message:

Hi - when did you want to go to lunch?

a. Bob Benson21 Walton StreetOxford, UKAccounting MajorOxford University+44 1865 270000 voice+44 1865 270001 faxBen_Benson@yahoo.co.uk

b. Bob Benson34 male, singleOxford, UKEuropeBen_Benson@yahoo.co.uk

c. Ben BensonOxford, UK+44 1865 270000Ben_Benson@yahoo.co.uk

4. If you refer to a previous e-mail message, you should explicitly quote the original message toprovide context.

The signa. >b.

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Unit 3

COMPANY PRODUCTS AND SERVICES

Contents

3.1.Adjectives

3.2. TQM3.3. The Euro Money Vocabulary3.4. Size and Dimension Vocabulary3.5. Making Complaints3.6. Quiz: The Business Plan

We think globally. We apply for global positions inglobal companies. We have global responsibilities. We communicateglobally. We adapt our global rights to global policies. We are theglobal villagers, arent we so we would like all products andservices to meet our global needs.

Here are the names of some of the global products and services thatwe would like you to take a look at in the following:COLOUR THERAPY LAMPSDOG TRANSLATORMUSICAL JACKETSOLAR TOWERTOMATO VACCINE

I Choose a global product or service from the table above thatis appealing to you. What special features do you think it has?

How much do you think it costs?Do you have similar products or services available on the Romanianmarket?Now its time to find out more about our global products andservices.

COLOUR THERAPY LAMPS

The perfect light or new glasses? Go for the perfect light, I would

say! It is the better choice in fact nothing sets the mood for workbetter than the perfect light, so why do we have to limit ourselves todim or bright, fluorescent or incandescent? The new therapy lampslook a little like Rothko paintings, with their gorgeous reds, yellowsand greens softly melting into one another. Housed in brushed-aluminium frames, they range from 2 ft. to 6 ft. long and double aspost modern works of art. But we could tell you that they are morethan just pretty lights. Powered by the same fluorescent bulbs usedfor light therapy (to treat seasonal affective disorder during wintermonths, for example), the lamps may actually brighten your spirits.

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And the coloured gels can be mixed and matched, so you can choosea yellow-green combination to energize you in the office or a purple-red to get things started in the boardroom.

DOG TRANSLATOR

You are always tied up at work so you dont have time for anything

else, sometimes not even for your family. You are wondering how tomake up for your constant absence tough question, the easiestanswer: Buy a dog! But you have already done that, haven t you?Still your children are not having fun. You can change that if you getyour children to understand what your dog is really thinking.

Japanese toy maker Takara claims it can get you in touch with yourinner canine through its new Bowlingual. A radio microphoneattaches to the dogs collar, and a handheld receiver "translates" hisyelps, growls and whines into such phrases as "I can't stand it," "Howboring" and "I'm lonely."

How does it work? Samples of dog noises were collected, interpretedby animal behaviourists and stored in a doggie database. When yourdog barks, the sound is beamed to the handheld and matched to thedatabase. When in doubt, take him for a walk.

MUSICAL JACKET

Business people practice sports a lot worldwide mostly they gojogging. They are all music lovers as well. Usually they combineboth activities to escape pressure, relax and work out. But when thetemperature drops, music lovers are often forced to choose betweenunzipping their jacket, thus exposing themselves to arctic blasts, andlistening to the same set of songs over and over until they pray forfrostbite. With the new musical jacket, you don't have to choose it

is the best solution you have. Initially designed for snowboarders, thejacket is made with a Sony Mini-Disc and digital music player sewnright into its fabric. The player's controls are touch-sensitive fabricpatches on the jacket's sleeve, so you can control the music just bypressing your arm.

SOLAR TOWER

One of our global concerns is how to use environmentally-friendlyand cost-effective devices to obtain electricity. The Australians havea simple answer. First, build a 20,000-acre greenhouse to trap andheat air. Then build a colossal tower 1 km tall in the middle of it. The

warm air from the greenhouse will rise through the tower as it wouldthrough a chimney, turning turbines and generating enough electricityto power 200,000 homes. It may sound like science fiction, but theproject is on track to get approved by the Australian government. Ifcompleted, the $800 million solar tower will be the tallest man-madestructure in the world.

TOMATO VACCINE

Charles Arntzen is convinced that the reddish, powdery substance he

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holds in his hand will make the world a safer place. Arntzen is abiologist at the Arizona State University. He has been working fornearly five years to create what is basically freeze-dried tomato juice but not from any ordinary tomatoes. This fruit (yes, tomatoes arefruits, not vegetables) carries a gene from a type of bacteria, whichcould cause violent diarrhoea and death. Tomato juice contains aprotein produced by this gene, which could act as a vaccine preparingthe immune system to recognize and fight off the real thing.

What's the advantage? Conventional vaccines are costly to make anddistribute in the impoverished Third World countries that need themmost. That's why Arntzen and others began thinking about usingplants instead of needles, creating vaccines that would be easy togrow locally in Vietnam or Bangladesh.

Arntzen focused on diarrhoea because he argues that "diarrhoealdiseases kill at least 2 million people in the world every year, most ofthem children." He chose tomatoes because greenhouse-growntomatoes can't easily pass their altered genes to other crops because

tomato-processing equipment is relatively cheap. If you took wholetomatoes and ate them, it would be easier but unfortunately a disaster.Individual tomatoes come in different sizes with varying levels ofprotein, and uniformity of dosage is key to an effective vaccine.

Arntzen is also thinking about vaccines for cholera, hepatitis andmeasles. And he's not alone: some four dozen labs around the worldare working on their own versions of what Arntzen would prefer tocall "plant-derived" vaccines, based on tomatoes, bananas andpotatoes. Within a few years, some of the planet's most dangerouskillers could be in retreat and it won't hurt a bit.

II 1. Underline all the adjectives used above to describe the five

global products.2. a. Do the adjectives you underlined describe products or

services?

b. Use the adjectives in the table below to describeproducts and services.

Example: Our services are competitive.

They offer a wide range of products.

expensive reliable useful experienced modern professionallarge high-quality well- trained well-designed user-friendly

sophisticated domestic fast efficient adjustable

FACT BOX

Brand and make are largely used to refer to the names of products.The term brand name identifies a group of products sold by the samecompany. Make tends to be used to refer to the name of the companythat manufactures the product. The product itself is usually one thatrequires assembly. The trademark is the word or the symbol that

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manufacturers always use on a product or range of products todistinguish them from others. It is usually registered and protected bylaw. The logo is the symbol, design or special way of writing acompany uses on its products, notepaper, advertisements. Logo issimilar to trademark; however, it is preferred to the term trademarkwhen referring to an emblem or purely pictorial representation. Mostcompanies take out a patent for industrial designs or inventions andcopyrights for literary, musical or artistic works.

III Cheap is the opposite of expensive. Find the opposites of theadjectives in the box above.

IV Consider the following statement:

The perfect light or new glasses? Go for the perfect light, I wouldsay! It is the better choice []

LANGUAGE NOTE

Better is the comparative form of the adjective good.

We use the comparative forms of the adjectives when we comparetwo things in our example above we compared two different waysof improving work efficiency and we have come up with theconclusion the perfect light is better than new glasses so Go for theperfect light, I would say! It is the better choice!

Good and Bad are irregular adjectives. Their comparative forms areirregular too:

good - better

bad - worse

Other irregular adjectives and their comparative forms are:

far - farther (about distance ONLY)

far - further (used more widely, also with themeaning additional/extra)

little - lessmany/much - more

old - elder (about people ONLY)

older (about people AND things)

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1. Fill each gap with the comparative forms of theadjectives above.

a. executive managers attended the AGM last year.b. Last month we launched products than our

competitors.c. Our employees claim they have received money than

last month.d. The . our production technology gets the we

shall spend on maintenance.e. The new location of our headquarters is in York which is

than Lincoln.f. supplies will arrive soon.

2. Add ER to regular adjectives with one syllable to make up thecomparative forms. Use much to make the comparative adjectives

stronger.Use the following adjectives: smart, heavy, hard, soon, weak, easy,bright, early.

My job is getting harder and . (a) I cannot cope. Theresponsibilities are huge and the (b) they get the (c) I become. The (d) I leave work the (e) I gethome. Watching TV is (f) than going to work. I thinktomorrow Ill ask my department manager as he is (g)and (h) what I should do to reduce pressure and enjoywork.

3. Complete the sentences by using MORE with adjectives with twoor more syllables. Use much to make the comparative adjectivesstronger.

Our products are (a) (cost-effective) than ourcompetitors and we have managed to make them (b) (competitive) by using the same technology which is (c) (profitable) for both customers and producers. It isafter all a (d) (mature) market and (e) (abundant) products are being launched by far (f) (famous) companies than our own. However, customers arebecoming (g) (adventurous) and that is heavenlynews for us. We are developing new strategies for the launch

of (h) (popular) products soon.

V Consider the following statement:

With the new musical jacket, you don't have to choose it is the bestsolution you have.

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LANGUAGE NOTE

Best is the superlative form of the adjective good.We use the superlative forms of the adjectives when we comparethree or more things in our example above we compared differentways to combine two leisure activities and we have come up with theconclusion that the solution we have is the best on the market so thatWith the new musical jacket, you don't have to choose it is the bestsolution you have!

Good and Bad are irregular adjectives. Their superlative forms areirregular too:

good - best

bad - worst

Other irregular adjectives and their superlative forms are:

far - farthest (about distance ONLY)

far - furthest (used more widely, also with themeaning additional/extra)

little - least

many/much - most

old - eldest (about people ONLY)

oldest (about people AND things)

1. Fill each gap with the superlative forms of theadjectives above.

a. We shall never order anything from them. They are by far the suppliers.

b. This was the concession he could make.c. On the occasion of my visit to our subsidiary in France I met

the senior accountant. He was 80 and still in the

shape.d. I thought I would never find your new location. Its the

office building to reach from the centre of the city.e. We have the machines. I think we should purchase

new machinery next month.f. He is the junior executive although he has the

experience.

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2. Add EST to regular adjectives with one syllable to make up thesuperlative forms. Use the following adjectives: big, smart, small,tough, easy.

a. The way to get him is an old-fashioned date with hissecretary.

b. He is the marketing assistant manager I have ever

worked with.c. According to the annual survey, they are not our competitors.

d. His mistake was to accept the proposals of the head-hunter.

e. They managed not only to survive but also to succeed on the budget.

3. Complete the sentences by using MOST with adjectives with twoor more syllables. Use the adjectives in the brackets.

If you want to have a successful design process, youhave to employ the services of the (1) (competent)

engineering consultant. He plays after all (2) (important) part. First you make sure he has understoodexactly what you wanted him to design he is the (3) (responsible) person in identifying the objectives. Then the(4) (cautious) stage in the design process is thewriting of specifications . Doing some sketches could be the(5) (determinant) step: Based on these sketches,different options are discussed and then the (6) (appropriate) alternatives are selected. The (7) (accurate) stage is the drawing of detailed design. Now youcan be the (8) (successful) manufacturer of the (9) (efficient) and (10) (cost-effective) productavailable on the market.

VI Complete the sentences in the left-hand column withadjectives in the right-hand column.

1. Its a long way from Constantza to Bucharest; Bucharest toBudapest is even but Bucharest to London is definitely the

more expensive

2. Its becoming more and difficult to find time to relax.

more specific

3. Ive got two sons. Jimmy is the younger one and Mark is the

subtler4. English wine is good but French wine is

older

5. Could you be a little bit ?

more qualified; most charming

6. I like travelling to exotic places but it is getting more and

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longer; longest

7. Romanian cooking is delicious but French cooking is

worst

8. Would you prefer red or white wine, sir?

White, please, and

more

9. I dislike his management style. He is the manager who hasever been in the board of directors.

better

10. I prefer our new personnel manager. I think he is than theother one and the person I have seen lately.

elder

VII 1. Are you familiar with the principles of TQM? How could

you employ TQM in manufacturing the global products?

FACT BOX

TQM or Total Quality Management is a structured system which ismeant to satisfy internal / external customers and suppliers byintegrating the business environment, continuous improvement, andbreakthroughs with development and maintenance cycles. Changingthe organizational culture is also a priority within the system.Pinpointing internal and external requirements allows to continuouslyimprove, develop, and maintain quality, cost, delivery, and morale.TQM is a system that integrates all of this activity and information.

1. In a TQM organization, what part does the traditional managementhierarchy play?

2. The principles of TQM have been widely used in manufacturingrather than in the service industry. Do you think they apply to theservice industry as wel

VIII We are the global villagers, arent we?You are wondering how to make up for your constant absence tough question, the easiest answer: Buy a dog! But you have alreadydone that, haven t you?

LANGUAGE NOTE

QUESTION // ANSWER

What form do we have in bold letters above?Question tag.What are questions tags?

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We add these short interrogative forms to sentences when we ask foragreement or confirmation.Is it possible to say

But you have already done that, have you?

No, it isnt. Grammar rules here as it follows:1. After negative statements, we use positive interrogative forms.Example: You didnt write the report, did you?

She doesnt have any idea, does she?

2. After positive statements, we use negative interrogative forms.Example:My assistant helped you, didnt he?You have changed the company policy, havent you?

1. In the description of the five global products choose at least fivestatements and use question tags to ask for agreement orconfirmation.2. Ask for agreement or confirmation in the following situations:

a. You didnt attend the monthly meeting.b. She wasnt making any progress.c. They have succeeded in achieving their sales objectives this year.d. There wasnt enough time for another speech.e. Governments arent spending enough on military and scientificsatellites.

FACT BOX

On 1 January 1999, eleven European Union countries adopted theeuro currency: Austria, Belgium, Finland, France , Germany,Ireland, Italy, Luxembourg, the Netherlands, Portugal, Spain andGreece which joined later. Three European Union countries did not

adopt the euro: Denmark, Sweden and United Kingdom.The symbol for the euro is like a round E with two horizontal parallellines. The inspiration for this symbol was the Greek letter epsilon (areference to Greece as the foundation of European civilisation). Theparallel lines are intended to represent the euro' s stability.

IX 1. Match the words and phrases in the left-hand column totheir definitions in the right-hand column.

black market

money etc owed by one person to another

ATM

a piece of paper money; bill (US)

debt

currency that will probably not fall in value and is readily accepted

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hard currency

illegal traffic in officially controlled commodities such as foreigncurrency

banknote

Automated Teller Machine; cash dispenser (UK)

2. Complete the sentences with words connected with moneyvocabulary. Some letters are given to help you. There is a lettermissing for each gap.

a. C _ _ _ _ _ _ y is the money in general use or circulation in anycountry.

b. If you find a piece of metal money, you are lucky! You have founda _ _ i _ .

c. _ _ s _ is actual money paid as opposed to credit.

d. When you risk buying foreign currency or land for rapid gain

you _ p _ _ u _ a _ _.

e. If you decide to put money for profit into business or land it willmean

you _ _ v _ _ _

X 1. Ask and answer questions about the size and dimension of the

five global products (the colour therapy lamps, the dog translator, themusical jacket, the solar tower and the tomato vaccine). Use yourimagination to invent your answers since you dont have them in thetext above.

VOCABULARY NOTE

We use the following ways to describe size and dimension:

QuestionHow long is it?How wide is it?How high is it?How heavy is it? How much does it weigh?Whats the maximum capacity?Answer

It is (cm) long. The length is It is (cm) wide. The width is It is (cm) high. The height is

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It weighs The weight is Its

2. Use the following facilities information about a four star hotel toask and answer questions about size and dimension.

The Temple of Fame, situated on the ground floor with easy access,specially suited for banquets or as a ballroom but also for conferencesand as a projection room. Length 9.55 m Width 11.4 m Height 2.92m Maximum Theatre Style Capacity 160 Maximum ClassroomCapacity 44 Maximum U Shaped Capacity 30 Maximum BoardroomCapacity 38 Maximum Cocktail Capacity 150

The Mermaid Hall, specially thought out for board meetings,situated in the business centre area. Length 5.1 m Width 4.8 m Height2.3 m Maximum Theatre Capacity 25 Maximum BoardroomCapacity 12.

XI There are a number of phrases which areused when making complaints in English. It is important toremember that a direct complaint, criticism or refusal in English cansound rude or aggressive. Do you have a complaint to make? Well,its best if you make it indirectly.

Make complaints about the colour therapy lamps, the dog translator,the musical jacket, the solar tower and the tomato vaccine using thephrase in the table below:

Im sorry to have to say this but Excuse if Im out of line, but Im sorry to bother you, but

There may have been a misunderstanding about Maybe you forgot to

Dont get me wrong but I think we should

OPINION BOX

Would you launch the global products on the Romanian market?Do you think Romanian consumers would buy colour therapy lamps,dog translators, musical jackets, solar towers or tomato vaccines?

Would you start your own business selling these products?

XII Read the following business plan and then write your ownbusiness plan for one of the global products - the colour therapylamps, the dog translator, the musical jacket, the solar tower and/orthe tomato vaccine. Use the underlined phrases.

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Quiz: BUSINESS PLAN

I The Business Profile1. Description of My Business

I plan to market a complete line of colour therapy lamps including outdoor colour therapy lamps aswell as portable colour therapy lamps. The product line will be designed in my home office andpackaged in China.

2. Targeted Market and CustomersMy customers will be discount department store chains with good credit ratings and reputation forprompt-payment. These will include Carrefour and Cora.

3. Pricing PowerIn order to achieve lower costs than my competitors I plan to design lamps in different colours andshapes, a two-pack of lamps at the price of one lamp.

II The Vision and the People

The business relationships I have developed include discount chain buyers and manufacturingresources. I have personal contacts in Hong Kong and Singapore who are ready to assist in the design,production and packaging.I attended the School of Economics in my local town from 1990 to 1995. I graduated with a degree inmarketing. I also attended computer and accounting courses. I am attending a business internetcourse. I am improving my English skills by studying four hours a week. My hobbies are gardeningand swimming.

III Communications

I plan to use all the computers an communications presently available to establish myself onthe same level playing field as my large competitors. I am including here telephones and facsimilewith an allocated budget of 200 EUR , computers and the internet with an allocated budget of 150EUR.

IV Organization and Insurance

1. OrganizationMy team of professional advisors will be decided before I start my business. Here is a list of someprofessionals:Attorney: Mr. PopescuAccountant: Mrs. StanescuInsurance Agent: Ms BrownBanker: Mr. RosovaE-commerce consultant: Ms David

2. LicencesMy enterprise will require the following licences. I will need to research the requirements from my

own location and circumstances.a. City Hall: this could include the business licence department, planning department, buildingdepartment and health department.b. My accountant will give me advice on national and local reporting and licensing requirements.

3. InsuranceI plan to use the services of Ms Brown, my insurance agent.

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Unit 4

COMPANY ACHIEVEMENTS

Contents

4.1. E-vocabulary4.2. Revision of Tenses: Present Perfect vs. Past Simple

4.3. Travel Vocabulary4.4. Airport Vocabulary4.5. Making Requests Asking for Information/ Action4.6.Agreeing and Disagreeing4.7. Quiz: STEP Analysis

We have come a long way so far from our humbleorigins in 1990 since we started to operate as a small travel agencydealing with ticketing. Audacious planning, investment and productinnovation have propelled our growth. Our company today employs50 personnel and generates an annual turnover of 10 million EUR.We have been ranked as one of the top ten travel agencies worldwidethis year.

We are going to achieve even higher figures of sales and profit in thenext five years. We did succeed in the past but that does notguarantee future prosperity. We are striving for the highestprofessional standards to the customers as they are essentially part ofour business. We still believe that the best never come to rest as our

slogan sounded when we first broke into the market more than adecade ago.

What changed our perspective completely was the concept of e-travel. E-travel online booking solutions helped us take thecomplexity out of arranging travel. E-travel solutions were globalsolutions that applied locally: we were able to use them in anylanguage we could so that the needs of our global travellers werefully satisfied. If we had not made the decision of implementing thesystem back then, we would not have accomplished so much. Whatwe did in fact was to focus on the basics by minimizing difficulties atthe same time offering a global range of possibilities. E-travelsolutions have been powering our website for almost five years. E-

travel implementation also meant access to professional services fromsite set-up to e-marketing consulting, which helped us customize theonline travel experience.

In the years to come we expect that travel industry will be globallyaffected by different kinds of change. Many of our competitors willimprove their strategies and competition will become tougher andtougher. We should not be slow in adapting to global changes inorder to achieve successful results.

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We have built our success on sound values such as team-work,commitment to our customers and determination to constantlyimprove. We have also focussed on quality innovation and superiorcustomer service. More than ten years ago we paved the way for atotally different approach to company employees: before investing inanything else we invested in our staff. We enlisted our personnel tovarious training courses and we have been having the best helpinghands to work with. Since 2000 we have been providing extensivetraining for staff to achieve proficiency in product knowledgeenterprising and skill acquisition to handle customers. As our newslogan campaign says, You did the best. We do the rest!

I 1. Define company achievement. In your opinion, what docompanies need to achieve best results?2. What is the recipe for success for the global village travelcompany?

II Consider the following statement:If e-travel is to be a war, consumers will say Bring it on, please!

a. Define e-travel.b. How does e-travel change the travelling experience? Refer to

the information you have received above.c. Do you know anything about e-travel in Romania?d. Should travel agencies implement e-travel in Romania?

Consider the advantages and the disadvantages.

III They say that the starting point for judging e-performance isthe eight-second rule. Research has shown that most Web users willnot wait more than eight seconds for a page to load, particularly when

their interest is primarily informational.a. Define performance. Comment on the way you judge

performance in general, with reference to any company andin particular, with reference to the global village travelcompany.

b. What does the eight-second rule refer to?c. Do youplay by the eight-second rule?d. Think of other business contexts where the eight-second rule

applies.

VOCABULARY NOTE

We use hyphens to spell compound nouns whose first part is the wordelectronic in its abbreviated form eorEto refer to different activitiesthat are performed through digital communications, e.g. electronictravel becomes e-travel orE-travel.

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IV Match the phrases in A with their definitions in B.

A: e- business; e- commerce; e-marketplace; e-mail; e-check; e-cash

B: a company, service provider or association that brings togetherbuyers and sellers in one virtual place, where participants can reducecosts and reach new customers; a business strategy utilizing theInternet as its communications medium; form of payment thatdeducts funds directly from your own standard checking account;buying and selling of goods and services and the transfer of fundsthrough digital communication; a trial form of electronic fundstransfer over the Internet;a communication system that allows you tosend text, files and/or graphical messages over the Internet

V Consider the first paragraph in the text above:

a. We have come a long way so far from our humble origins in1990 since we started as a small travel agency dealing withticketing.

b. Audacious planning, investment and product innovation havepropelled our growth.

c. We have been ranked as one of the top ten travel agenciesworldwide this year.

LANGUAGE NOTE

a. We use the present perfect simple to indicate an activity whichstarted in the past and continues in the present, in other words Wehave come a long way and we managed to do that in 1990 and wedo not stop in 2004.

We use the past simple to talk about an activity at a specific time inthe past, in other words in 1990, more then ten years ago, we startedas a small travel agency and now we are one of the top ten travelagencies worldwide.

b. We use the present perfect simple to indicate an activity at some

non-specific time in the past with an impact or result in the present orin the future, in other words Audacious planning, investment andproduct innovation have propelled our growth and the present resultis impressive profit with a future huge impact on the development ofthe company. Compare to Audacious planning, investment andproduct innovation propelled our growth in 1995, nine years ago[specific time in the past] when we launched the new line ofproducts.

c. We use the present perfect simple to indicate an activity within a

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period of time which is not yet finished, in other words We have beenranked as one of the top ten travel agencies worldwide this yearbut itis only June and six months to pass till the end of the year. (action isnot completed/finished) Compare to We were ranked as one of thetop ten travel agencies worldwide last year. (action iscompleted/finished)

1. Underline all the present perfect forms in the text above. Commentupon all the forms you managed to find. Use the information in thelanguage note.

2. Put the verbs in brackets into the present perfect or past simpletense. Fill in the gaps by repeating the auxiliary used in the question,putting it into the negative where necessary.Example: You (see) his secretary yesterday?

Yes,

Did you see his secretary yesterday?Yes, I did.

a. She (write) the budget forecast yet?No, she

b. They (formulate) already the pricing strategy?Yes, they

c. You (purchase) new machinery last year?Yes, we

d. He (improve) his telephoning skills since we last (talk)?No, he

e. You ever (be) to our headquarters in Spain?Yes, I

3. Complete the conversation between the company representativeand a visitor. Fill in the gaps by putting the verbs in the brackets intothe present perfect tense.

Company representative: You ever (be) to New York?Visitor: New York? No, I (not be) there. Have you?Company representative: Yes, in fact I just (come) back fromthere. Im doing some

consultancy work there and I (spend)at least six months there this year.

Visitor: That sounds fabulous. You (go ) upto the top of the Empire StateBuilding?

Company representative: No, I (not have) yet. I (not take) theferry to Ellis Island either. I (work)so hard lately. Though I (have)dinner at Sardis and I (see) aBroadway show.

4. Imagine you are the company representative and you are talking toa visitor. Act out a similar conversation. Refer to similar places forvisit in your home town.

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LANGUAGE NOTE

For and since are used with the present perfect tenseFor is used with a period of time which extends to the presentSince is used to indicate the starting point of the period.

5. Choose the correct answer:

a. for / since a long periodb. for / since the beginning of the semesterc. for / since the AGMd. for / since 9 oclocke. for / since the last seven monthsf. for / since my last business trip

6. Use for or since to fill the gaps.

a. Ive lived in this town I was born.b. Ive worked for this company my graduation.c. They havent been to our headquarters we relocated.d. We havent met the CEO months.e. She has had Internet at home August.f. You have been surfing on the net weeks.

LANGUAGE NOTE

Lately and recently are used to indicate incomplete periods of time.Recently is widely used in positive and negative sentences as well asin questions. Lately is used in negative sentences and questions.

Already and yet refer to activities that start at an unspecified time inthe past and continues to the present. Already is typically used inpositive sentences. Yet is used in negative sentences and questions.

7. Use lately, recently, already or yet to complete the missing wordsin the following sentences.

a. I havent been myself . This new programme iskilling me. I spend more time at the office than at home. Thebad news is that I have taken all my days off thismonth.

b. Have you attended any sales conference ?c. Dont worry about the report. I have written it for

you. I havent had much to do d. They have purchased a new plant in Michigan.e. Ive filled you in. Just do it right this time.

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f. Have you met our new managing director? Nobodyelse has met him They have taken on new staff

g. Due to the increased number of complaints, the hotelmanager has cancelled his plans for the weekend.

VI Consider the following statements:

We are going to achieve even higher figures of sales and profit in thenext five years.

In the years to come we expect that travel industry will be globally

affected by different kinds of change. Many of our competitors willimprove their strategies and competition will become tougher and

tougher.

LANGUAGE NOTE

Both statements above refer to the future. In English we havebasically four ways to talk about the future.

Examples:

1. I wont think about it anymore. You have just toldme it wont hurt a bit.

2. Im going to emigrate to Australia next year.3. Im meeting John for a drink this evening.4. The train leaves at 15.30.

1. We use the will future after verbs of mental activity, e.g. think ,expect, hope or to indicate a neutral activity in the future or as part ofa process or to refer to an activity decided at the time of speaking.2. We use going to future to indicate an action that has already beendecided or to indicate an intention.3. We use the present continuous (with future reference) to refer toactivities and events planned for the future. We frequently use thepresent continuous to describe travel arrangements.4. We use the present simple (with future reference) when wedescribe timetables and programmes or events in the calendar.

1. Put the words in the right order to make up positive ornegative sentences or questions. The word which begins the sentenceor the question is spelled with capital letter.

a. going to purchase equipment They new are.b. order When you call the going to about her are ?

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c. forecast say to going are you about budget the What ?d. resignation She not change is going his to mind her about.e. When year this going are to you holiday have ?

2. Match the questions in A with their replies in B.A:1. Where are you going next weekend?2. Do you think well do better with the new products?3. The line is engaged.4. Does anyone volunteer for the fund raising?5. Will there be a lot of demand for this new products?

B:a. No, there wont. If you ask me, nobody will buy any products ifyou keep them in four packs.b. Ill do it.c. Ill probably stay at home and sleep.d. Yes, I do. I think well successfully break into the Romanianmarket.e. OK. Ill call back later.

3. Underline the correct future form to complete the sentences.

a. Shes off ill