I Worksheet.

Question 1:
To: All staff
From: HR Department
Please remember that your manager must agree any holiday dates before you complete a form.
Why is the HR department sending this email?
to ask staff for some information
to explain how something is done
to tell managers about a problem

Question 2:
FINEFOODS
Agent required for nationwide distribution. Some experience in food retail an advantage.
Refrigerated van provided.
Finefoods requires an agent to:
own a suitable vehicle for delivery.
be a specialist in food distribution.
deliver goods all over the country.

Question 3:

Staff should tell Jane Fellows
how many people have enrolled for the course.
if they are interested in doing the course.
which of the courses they have decided to do.
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Question 4:
Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our
representative.
Contact Neil Smith if you want to
obtain information about the companys prices.
arrange a visit to the showroom.
speak to a representative about special offers.

Crash Course in satisfying your customers
You suspect that your customers arent as happy as they once were. First, existing customers
seem to be
Please select...
abandoning you for the competition almost as fast as you can
get new ones. Second, your company has started to become the butt of bad jokes at conferences
and in the press. So how do you set about measuring, and improving, your customers'
satisfaction?
It's important to see things through their eyes. You can
Please select...
try your service for
yourself, or watch your customers using it. A further option is to carry out some qualitative
research with your customers. Whichever way you choose, the objective is to identify the
Please select...
issues on which customers will form their judgement of your service, so
you can frame your questions accordingly. It would be foolish to think you could know all of
those questions, let alone their answers, at the
Please select...
origin .
But your reputation is at
Please select...
risk if you fail to deliver. Don't embark on a
customer-satisfaction exercise unless you are prepared to act on the results. If you ask people
what they are unhappy about and then do nothing about it, you will leave them more
disillusioned with you than ever. And remember that its a
Please select...
moving target:
todays satisfied customer is tomorrows bored one. A service level that
Please select...
touches the button today may be considered downright sloppy in six months time, such is the
pace of change.
So keep saying to yourself, 'Let's find out where our performance falls below expectations, and
then see what we can do about it.'
Reid Joinery experts in wood
Reid Joinery was established by Gordon Reid 15 years ago as a small company specialising in
wooden structures, from floors to staircases. Since then, we have evolved significantly.
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We attribute our success to the dedication and expertise of our workforce,
which
ranges
ranges from six apprentices to permanent employees who are
highly qualified and experienced. Reid actively
supports
supports employees to
progress through the company, and many of the current surveyors and site managers launched
their careers on the Reid workshop floor.
Quality is at the forefront of Reids philosophy and each new project, whatever its size,
is
handled
handled with the same dedication and completed to the highest quality
standards. This enthusiasm is reflected in the numerous industry awards the company has
received.
At present, Reid is
committed
committed in the refurbishment of a major concert hall
in London, with particular responsibility for the stage and acoustic panels. This is our largest
project to date, and is expected to be completed within
budget
budget and on
schedule.
Reids varied project
portfolio
portfolio includes numerous blue chip companies,
such as the BBC and Shell. Perhaps one of our most prestigious projects was restoration work we
carried
on
on at Windsor Castle. However, our focus is not upon corporate
clients alone: many private residences, too, have been refurbished for clients.
Business case study: OFC Co-operative
This week we take a look at the Scottish company, OFC Co-operative.
OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it is
currently one of the most popular employers in Aveburn. Unlike a number of its competitors,
which are currently
running
running at a loss, OFC has reported its most
successful year ever, mainly due to a major new contract early in the year. The company has
plans to expand its core business in the coming year. A key factor in the companys success has
been its wish to create a highly skilled and motivated workforce, as highlighted in its mission
statement
statement .
One of Stewart Greens first actions on becoming the new Managing Director last year was
to
reckon
reckon his employees training needs. He then established a training
programme to enable all staff to work towards nationally
recognised
recognised qualifications. The cost of this ambitious scheme was partially met by local
enterprise agencies. Stewart said that motivating his staff was very important for him, adding,
As well as making sure employees have
access
access to training and good
working conditions, Ive tried to ensure that staff at all
levels
levels of the
company are fully informed about the activities of the co-operative and are made to feel part of a
unique organisation. The future of the company is
seeming
seeming good. Having
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invested in both training and new facilities, this co-operative is now a major supplier of premium
products, not just in the UK, but throughout Europe.

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"Theres too much news about celebrities in the media nowadays."
What do you think?
For example, think about:
- the need to sell newspapers and magazines.
- why people are interested in celebrities.
- things you think should be in the news.
Now read these notes (A-I) and write them under the most appropriate heading. Try to add
one or two other notes.
A events and situations in other parts of the world
B production costs
C analysis and explanation of the background to major events
D wanting to imitate their way of life
E competition from the internet
F inspirational news about what ordinary people have done
G escape from mundane reality
H helping to create a sense of community with shared knowledge and interests
I the excitement of imagining their lives

the need to sell newspapers and magazines:
..
..
..
..
..

why people are interested in celebrities:
..
..
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..
..
..
things you think should be in the news:
..
..
..
..
..


Draw a line between each language function (1 6) and the right example. Can you think
of any more ways of expressing the functions on the left?
1 Agree Does development always improve a town?
2 Disagree Id say traffic congestion is unavoidable.
3 Ask a question Really...
4 Give your opinion Im not sure Ive understood you.
5 Ask for clarification Quite, I couldnt agree more.
6 Encourage the speaker You might be right, but wouldnt you say that....

Traffic congestion is an inevitable part of modern life. Its more important to have houses and
facilities than green spaces.

The effect of changes to society...
- Do you think people should try to influence things that happen in local communities?
- Who do you think should decide what changes should be made?
- What changes would you like to see in the future?