BP - b1 - Coursebook Answer Key

Answer key
6 resourcefulness
Unit 1 Career choices 7 independent
8 ambition
1.1 Transferable skills 9 passionate
10 enthusiasm
1–2 11 honest
Students’ own answers 12 authenticity
3A 8
Students’ own answers – for examples from the Possible answers
video, see answers to 4A. 1 able to manage time well, able to lead others,
able to meet deadlines, friendly, able to listen well,
3B careful, able to write well, patient, hard-working
Students’ own answers – for the skills and abilities 2 able to manage time well: get to class on time
mentioned in the video, see answers to 4A. with work complete; able to lead others: join student
government, become a sports team captain; able to
4A meet deadlines: hand in work on time; friendly:
1 the ability to work in teams / be a good team become socially involved; able to listen well: pay
player, the ability to work well with other people, attention to other people in group-work situations;
passion about the topic, the ability to think outside careful: complete assignments well by following the
the box, the ability to set goals you can achieve, instructions; able to write well: write and edit
flexibility, critical thinking, problem-solving, papers; patient: keep working until you’ve mastered
communication skills, honesty, enthusiasm, being the material, when working with groups, give others
genuine, being authentic, working hard, time to understand; hard-working: do your work
determination, integrity, ability, being motivated, completely and on time
having a can-do attitude
2 in person, on paper, one-to-one, in small groups, 9
in large groups Model answer
3 have skills that you can transfer from one job to personal trainer – needs to meet students (be
another, be a good team player and don’t forget friendly, confident), explain exercises, lead classes
that employers look at the person behind the (be confident, dependable), work with many
resume different types of people (be flexible, motivate
people), keep fit (set goals, be hard-working)
4B
Possible answers 10B
lazy, dishonest, negative, not motivated / Model answer
unmotivated, not a good team player, not able Wanted: Personal trainer
to set goals We’re looking for a friendly, confident personal
trainer. You should be dependable and flexible and
5 also hard-working and able to set goals.
Students’ own answers Responsibilities include meeting students,
explaining exercises and leading classes. You need
6 to keep fit and be able to work with many different
1d types of people.
2b
3a
4c 1.2 Careers advice
5f
6g 1
7e 1 Possible answers: Twitter, Facebook, WhatsApp,
8h WeChat, Skype, QQ, LinkedIn, Instagram, Tumblr,
Snapchat, Reddit
7 2 Employers may use social media to advertise
1 adaptable jobs. People looking for work may try to find jobs
2 flexibility on social media. Employers may try to use social
3 motivated media to find out about a job applicant’s
4 confidence background.
5 dependable
Business Partner B1 Coursebook © Pearson Education 2018 1

Answer key
3 a person’s name, location, job experience, 5 Why not to try writing a blog about your
education and a profile statement experience?
4 Too much personal information, embarrassing 6 You could doing some volunteer work, then add it
photos, anything that makes you look bad. These to your profile.
things may damage your chances of getting a job. 7 How about to include including more information
about your hobbies?
2–3 8 You ought to give some information about the
Students’ own answers languages you speak.
4 9
The host recommends that the caller avoid over- 1 Yes, it was useful. The caller got four job
used adjectives to describe himself, and instead interviews and two job offers.
show what’s special about himself by giving details 2 He can’t decide which job offer to accept.
of experience.
10A
5 1c
1F 2a
2F 3f
3F 4b
4T 5d
5T 6e
6T
7F 10B
8T 1b
2d
6 3a
Students’ own answers 4f
5e
7A 6c
1 Why not try
2 Why don’t you 11A
3 How Possible answers
4 should What would you spend the money on if you took the
5 could highly paid job? Would the highly paid job take all of
6 ought your time, or would you have time off to enjoy the
money? Do you like expensive things – cars,
7B holidays and so on? Could you take the highly paid
bare infinitive (2, 4, 5), -ing (1, 3), to- infinitive (6) job until your loans are paid off, then change to
a more exciting job?
7C
1 send
2 setting up 1.3 Communication skills:
3 research Building rapport
4 making
5 to spend 1B
6 think Possible answers
7 asking Non-verbal
face the person you are speaking to; nod to show
8 you are listening; maintain eye contact, but not too
1 You shouldn’t to use words that explain the intensely; smile warmly; use open body language
obvious – like hard-working. (no folded arms or crossed legs if sitting); keep
2 Why don’t you trying giving more details about personal space (not too close)
your IT skills? Verbal
3 Should you You should show your transferrable ask questions; use positive sounds to show interest
skills rather than explaining them. (e.g. uh-huh); use gentle humour if appropriate; use
4 What about joining some online groups to make the person’s name; don’t interrupt; find something in
more contacts? common with the other person; use a friendly tone
of voice

Answer key
2 Once you have built rapport with someone, you

1 She sounded professional on the phone. She’s have to develop it and maintain it.
a little older and has five years’ professional
experience.
2 She prefers people that are not overly confident. 7A
3 He’s been with the company for a year. 1 Where exactly
4 He uses humour. 2 Do you know
3 How long
3B 4 When were
Option A 5 What did you
1 Alex: smiles, engages in conversation about 6 What did you
Japan; Jessica: makes eye contact, shakes hand,
nods to show she is listening, smiles warmly 7B
2 Alex: successful, they chat for a while about their a3
time in Japan; Jessica: successful – she feels b6
nervous, but Jessica thinks she sounds confident c1
and not arrogant; she invites Beata to meet her in d4
a few weeks to talk about her progress e5
3 Beata will be more easily assimilated into the
team, and her positive connection with Jessica 7C
could have positive benefits in terms of her future 1c
career in the company. 2b
3a
Option B 4d
1 Alex: she doesn’t try to build rapport with him, 5e
preferring to speak only to Daniel, folds her arms, 6a
turns away from him; Jessica: makes eye contact, 7e
shakes hand
2 Jessica: unsuccessful – her eye contact is too 8A
intense, she stands too close and doesn’t respect Possible answers
Jessica’s personal space; she sounds over- Location: Where exactly did you stay? Which
confident places did you visit?
3 Beata will find it more difficult to assimilate into Purpose: What were you doing there? What did
the team and her negative connection with Jessica you and your partner do while you were there?
could even jeopardise her future career in the Timing: When were you in Barcelona? When were
company. you there?
Duration: How long did you stay? How long were
4 you in Barcelona for? Did you stay long?
Possible answer Likes: What did you like (best) about it?
Listening can be an effective way to build rapport.
In Option A, Beata had a quieter approach. Jessica
reacted positively to her and they were able to 1.4 Business skills: Networking
bond. Beata also developed rapport with Alex as
1A
they discovered they shared a common interest in
1 to find out about potential future employers and
Japan. In Option B, Beata didn’t listen as well and
the opportunities currently available at a company
showed that not listening and being over-confident
or organisation
can damage rapport.
2 Employers are looking for potential candidates
who are interested in their company.
5
3 Students’ own answers
Good rapport makes it easier to get on well with
someone or a group. Sometimes this happens
2A
naturally, but you can also use techniques to help
1 research the companies that will be interested in
you build rapport.
you; prepare a brief, thirty-second introduction;
Verbal: find out what you have in common with the
update your CV; think of questions for the recruiters
other person, ask about travel as this is an easy
2 dress professionally / look professional; network;
topic on which to find common interest.
introduce yourself; shake hands; make eye contact;
Non-verbal: use eye contact (but not intense eye
speak clearly and confidently; show communication
contact), smile, use an open posture.

Answer key
skills; show you are adaptable, resourceful, 1.5 Writing: Emails –

ambitious, passionate; don’t oversell yourself – be
honest if you don’t know something; ask for contact Introducing yourself
details 1A
3 email recruiters / company representatives and 1 Dear
thank them for their time; do this within five days; 2 myself
send an updated CV if necessary 3 joined
4 wanted
3A 5 for
Jamie 6 if
7 meeting
3B 8 Kind
1 Ella brought copies of her CV. 9 studying
2 degree in marketing, enjoys travelling 10 scary
3 The recruiter invited her to contact him with 11 all
questions if necessary.
4 developed a marketing plan to promote UK 1B
tourism in Spain; presented the plan; speaks Italian Email A is more formal.
5 brought business cards, researched the company
and the posts available, prepared questions for the 2A/B
recruiter (Answers in italics are answers to Exercise 2B.)
6 The recruiter will put him in touch with the person More formal
in charge of marketing projects. Greeting: Dear colleagues;
7 Ella could have researched the company in more Opening: I would like to introduce myself, I’m
detail, thought about what department she would sending this email to introduce myself;
like to work in, prepared some questions for the New job: the new Account Executive, I have been
recruiter. Jamie could have brought more copies appointed as the new Marketing Manager;
of his CV, practised his introduction – he speaks Previous job: I was working in a similar position,
a little too fast. My previous job was as Customer Services
Manager;
4A Invitation: Please feel free to contact me by email
1 in touch with, in charge of or phone;
2 tell me more Closing: I very much look forward to meeting you
3 ask you a few questions all in person, I hope to meet you
4 How are you all soon;
5 been nice talking Sign off: Kind regards, Yours
6 sounds
7 see Less formal
8 could I just ask Greeting: Hi everyone, Good morning Helen;
9 for your time Opening: I’m Alexis Pinar, I want to introduce
10 really myself to you;
New job: the new Assistant Designer; I’ve just got
4B the job of IT Supervisor;
Starting a conversation: 3, 4, 8 Previous job: I was a Store Manager before;
Showing interest: 2, 6, 7, 10 Invitation: Perhaps we can meet up over lunch
Closing the conversation: 1, 5, 9 today;
Closing: I’m looking forward to working with you all,
4C I hope to meet you all soon;
Starting a conversation: 2, 7 Sign off: Bye for now, Best wishes
Showing interest: 1, 5, 6
Closing the conversation: 3, 4 3B
Model answer
Dear colleagues,
I would like to introduce myself to you. My name
is … and I am the new HR Manager for the
company. Before I joined this company, I was
working for a manufacturing company. I am really

Answer key
excited to be working with you all here in this 4

young, fast-growing company. 1T
Please feel to contact me any time if you have any 2 F – It was the second largest in the 1960s. It’s the
immediate questions and I look forward to meeting third largest today.
you all very soon. 3T
Kind regards, 4 F – It used robots before other countries (they
pioneered …).
5 F – The cars were popular in the USA and Europe
Unit 2 Business sectors and exports were high.
6T
2.1 Japan’s economy 7 F – It was small and portable, people could listen
to music ‘on the go/move’.
1 8T
A Mount Fuji, cherry blossoms and a pagoda
B Pepper robot – created by SoftBank Robotics. 5
It has the ability to read emotions as it can analyse 1 By pioneering the use of robots in manufacturing,
expressions and tone of voice. which enabled them to produce at a high standard
very efficiently. Also, by exporting their cheap,
2 reliable cars to European and U.S. markets from
Possible answers the 1970s onwards.
1 From Exercise 1, students can talk about the 2 the Toyota Prius, the first and best-selling mass-
traditional aspects of Japanese culture and society produced hybrid car ever, and Nissan’s Leaf, the
(e.g. sumo wrestling, temples) and the more world’s first all-electric car
modern aspects such as robots. 3 The Sony Walkman made it possible for people
2 Many childhood crazes of the past thirty years to listen to music while ‘on the move’.
come from Japan: Transformers, Power Rangers,
Tamagotchi, Pokémon, Manga, anime, etc.) and 6
become popular in different sectors: cartoons, 1 service sector
comics, toys, films, fashion, video consoles/games 2 retail
and music. 3 transportation
3 Students’ own answers 4 manufacturing
4 These large corporation have several businesses. 5 automotive
Some of the most well-known for each company:
Canon: specialised in the manufacture of imaging 7
and optical products, including cameras, A3
camcorders, photocopiers, computer printers and B1
medical equipment C2
Mitsubishi: cars, consumer electronics, satellites,
banking 8
Nikon: cameras, microscopes, optical equipment 1 financial services – service/tertiary sector
Nintendo: gaming consoles, video games, toys 2 the tourism industry – service/tertiary sector
Softbank: telecommunications and Internet 3 manufacturing – secondary sector
corporation 4 extraction of raw materials – primary sector
Softbank Robotics makes and markets humanoid 5 agriculture – primary sector
and programmable robots. 6 transportation – service/tertiary sector
Sony: consumer electronics, smartphones, 7 manufacturing – secondary sector
PlayStation, films, music, TV shows and financial 8 retail – service/tertiary sector
services
Toyota: cars, vans, hybrid vehicles
2.2 The energy industry
3B
The video focuses mainly on cars and consumer 1
electronics, although it also mentions finance. climate change: a general warming or cooling of
average temperatures on earth, and large-scale
changes to weather
electricity bill: a statement that shows how much
you must pay for electricity you have used
fossil fuel: coal, oil, natural gas

Answer key
global warming: a general warming or cooling of 6

average temperatures on earth Possible answers
greenhouse gases: pollution in the air that 1 Good business sense: to do this at a time when
contributes to global warming oil prices are low, renewable projects look like good
renewable energies: wind, solar, wave – anything long-term investments, and it is still cheap to buy
that doesn’t use up a resource green businesses now. Also, governments,
solar panels: equipment that turns the sun’s environmental groups and shareholders are asking
energy into electricity or hot water for action on climate change from big oil and gas
companies. It’s good publicity for the big oil and gas
2A companies to invest in green energy.
1 renewable energy Bad business sense: there is still a storage problem
2 solar panels with renewable energies – the process of keeping
3 fossil fuel sun and wind energy for later use. Companies have
4 climate change / global warming to invest a lot of money in finding storage solutions.
2 Some suggestions: the fossil fuels industry has
2B grown for over one hundred years and still
1 Examples of traditional energy include electricity, dominates as the global source of energy.
gas and oil. Some examples of renewable energy According to the Financial Times, oil, gas and coal
sources are solar energy, wind energy, hydropower, together account for 86 percent of energy used for
geothermal energy and biomass energy. transport, heat and power worldwide. This is likely
2 Some suggestions are lower electricity bills and to continue for many reasons; the demand for
fewer greenhouse gas emissions. petrol-driven cars is increasing globally, especially
3 Wood is considered a renewable energy as it is in developing countries. In addition, oil is hard to
not fossilised and trees can be replanted. substitute in trucks, ships and planes. Another
4 Students’ own answers reason is the high cost of investment, research
and development of renewable energies.
3
During a snowstorm, the electricity went out in 7A
Mark’s home. He says this is something that often Past Continuous
happens. It was snowing
Students’ own predictions about his solution to the we were just watching
problem I was sitting
form: was / were + verb + -ing
4
Mark decided to install solar panels on the roof of Past Simple
his house as a backup system in case of blackouts / the electricity went out
power cuts. I thought
form: regular verbs: infinitive + -ed; many of the
5 most frequently used verbs have an irregular form,
Possible answers e.g. think – thought, go – went
1 The article headline uses the colours to represent
different types of energy industries. Black 7B
represents the oil industry and green represents 1 Past Continuous
renewable energies – in this case, solar power. 2 Past Continuous
It symbolises the story about a large oil company, 3 Past Simple
Total, buying a solar energy company in the USA, 4 Past Simple, Past Continuous
SunPower.
2 He will cut his electricity bill by 50 percent and 8
he will get a tax deduction from the government. 1 was studying, started
3 It’s a large oil company 2 told, were having
4 It has spent more than any other large oil or gas 3 was presenting, went out
company on a renewable energy business. 4 were getting, decided
5 The risks are stricter regulations on emissions 5 were you doing, tried
and more competition from the renewable energy 6 was thinking, phoned
industries. 7 started, were sitting
6 To stay only in the oil and gas industry because 8 got, was already working
demand will continue for decades or to move into
the renewable energy business as well.

Answer key
9A annoyed Jessica a little and would be careful not to

Airbnb do the same thing at the next meeting.
1 were sharing
2 were both looking Option B
3 heard 1 She didn’t interrupt, instead asked for permission
4 decided to speak, only asked a question to clarify a point
5 found she wasn’t sure about.
6 were waving 2 One of the trainees thanked her for asking an
7 wasn’t making important question about glucose. At the end of the
8 flew presentation there is a positive atmosphere as the
9 were having trainees chat together, Beata included.
10 took 3 She responds well and answers her questions.
4 She felt there was a relaxed friendly atmosphere.
WhatsApp She’d wanted to ask a lot of questions but realised
1 met she needed to let others speak.
2 was studying
3 was also working 4
4 grew Option B is a much more effective way to
5 was watching participate in meetings. It’s important to listen and
6 became show respect to the speaker and the other
7 were using participants. We should watch the other participants
8 were living and the speaker to find the right moment to interrupt
9 was thinking and ask permission before asking a question. We
10 bought should not ask direct or accusatory questions.
7A
2.3 Communication skills: a Please go ahead
b Sorry to interrupt
Dealing with interruptions c So, as I was saying
2A
1 family business 7B
2 145 Jessica invites questions from other members
3 Europe of the audience: ‘But maybe someone else has
4 hospital a question?’
2B 7C
1 She is happy to answer questions at any time a 3, 6, 10
during the presentation. b 1, 2
2 The trainees might interrupt her constantly as c 4, 5, 7
she speaks. d 8, 9
3B
Option A 2.4 Business skills:
1 She asked several questions, demonstrated her Voicemail messages
knowledge of the product.
2 The other trainees were annoyed by her 1B
continually interrupting. She didn’t consider them, Possible answer
but dominated the conversation. They decided not The caller speaks too fast / too quietly.
to speak to her after the presentation. She did not There is background noise.
create a good rapport with the team. The speaker has a strong accent.
3 She was tolerant and remained polite, but finally You don’t understand the context of the message.
decided to invite questions from other interns; she The caller doesn’t leave their full name and contact
didn’t discourage Beata, but tried to make her details.
understand it was important that other people had
the chance to ask questions. 2A
4 She felt she asked too many questions, but didn’t Caller 1: speaks too fast
think the other trainees were interested in the Caller 2: is unclear
presentation/product. She realised that she had Caller 3: sounds annoyed

Answer key
2B 2
1 Emma Newman 1 we are going to build a factory in Indonesia next
2 Mark Thomas year …
3 logistics we had a meeting with our Indonesian partner
4 called yesterday
5 call him back on his mobile 2 get licence, visit Indonesia, open bank account
6 44-7623- 911-129 3 imperatives – get, visit, open, choose, register,
7 until 4 p.m. today organise, interview, book
8 send email 4 Matthew
5 by tomorrow
3A
1, 3 3A
• letter to employees explaining situation – 3
3B • get customer feedback
The caller did everything except repeat her contact • meeting with all staff – 2
details. • ask staff for their opinions
• contact with individual customers – 4
3C • email inviting staff to meeting – 1
Possible answer • press release – 5
Daniella Rossi called re terms of new contract.
Please call back on 07654 322 187 before 2 p.m. 3B
today or leave message with Elliot Barber, ext. Model answer
5238. Also, please re-send copy of contract. To: CEO
From: Kenzo
4A Subject: Meeting about Indonesian factory
1 This is Daniella Rossi, R-O-S-S-I.
2 Corine asked me to contact her to discuss … As you know, we had a meeting to discuss the
3 Can she also re-send a copy of my new contract. best way to inform staff and customers about the
4 In case she doesn’t have my number, I’m on possible takeover of our company by Bines plc.
07654 322 187. We feel it is important to inform them of the
5 Maybe she can leave a message with my situation before they hear it from the press.
assistant, Elliot Barber. We think we should meet the staff to explain
6 I’m available to talk until 2 p.m. today. the situation and also that we should contact
7 I hope to hear from you soon. our biggest customers as soon as we know the
takeover is going ahead.
4B
1 g, i Key action points:
2 b, e, j • send email inviting staff to meeting
3 a, f • have meeting with all staff
4d • send staff a letter outlining the situation
5k • contact biggest customers
6i • issue press release after speaking to biggest
7h customers
2.5 Writing: Emails – Action points Unit 3 Projects

1A
1Investment 3.1 Project management
2 month 1
3 open Students’ own answers
4 location
5 register 2A
6 permissions Students’ own answers
7 site manager
8 flights

Answer key
2B 8A
The bridge moved from side to side when people Possible answers
walked over it. They fixed the problem by attaching 1 I created a presentation for biology class.
additional parts to stop movement. I explained the animals and plants of the Sahara
Desert.
3 2 I worked with two classmates.
1F 3 The research went very well. We enjoyed that
2T part of the project, and we had a lot of interesting
3T facts and information as well as pictures.
4F 4 The biggest challenge was the presentation. We
5T all felt very nervous, and when we spoke, we were
6T too quiet. The content of the talk was interesting,
7T but the presentation was too quiet and boring.
8F 5 Next time I would practise more.
4 8B
Students’ own answers Example answer
Project description: Biology presentation
5 Team members: Tomas and two classmates
1 budget Successes: Good research and interesting content
2 risk management Challenges: The presentation – speakers were
3 anticipating nervous and the talk was too quiet and boring
4 setback Lessons learnt / Improvements for next time:
5 milestones Practise speaking to give a good, interesting
6 project managers presentation
7 predict
8 risk register 9A
Possible answers
6 Don’t
1 construction • try to do too much.
2 suspension • make an unreasonable schedule.
3 move • expect other people to do all the work.
4 investigate • forget to share information with everyone on
5 communication the team.
6 identification • try to do everything yourself.
7 solve
8 addition Do
9 attach • plan carefully.
10 decision • communicate with the team.
• make a clear schedule.
7A • practise presentations.
1 construction, management • share the work equally.
2 investigate, identify, solution
3 attached, movement
3.2 Large-scale projects
7B
1A
Possible answers
Possible answers
1 Because if something goes wrong, many people
1 easier trade, shorter journeys for ships, revenue
could be injured or killed.
from charging canal users
2 Probably yes. The problem was very complicated
2 engineers, labourers, cooks to feed the workers,
and it was important for the engineers to find the
specialised machine operators
correct solution. A lot of money had already been
3 some of the longest shipping canals in the world:
spent on the project, so they needed to fix it
Qaraqum Canal, Russia; Saimaa Canal, Finland;
properly.
Eurasia Canal, Russia; Erie Canal, USA; Nara
3 They could have removed the bridge and started
Canal, Pakistan; Rhone–Rhine Canal, France;
again. As the bridge was safe, they could have
Gota Canal, Sweden
opened it again and talked about the wobble as
a feature rather than a problem.

Answer key
1B 6B
a The Suez Canal Bid A
b The Panama Canal February 20
c The Grand Canal five days
yes
2 no
1 d, a three years
2 e, b €13,000
3 c, f
Bid B
3 February 13
1 1,700 one day
2 1,700 no
3 five yes
4 four one year
5 four €17,000
6 30,000
7 1,900 Bid C
8 190 March 6
9 55 three weeks
10 77 yes
11 four yes
12 375 two years
13 33 €11,000
14 12
4A 3.3 Communication skills:

1 longest Giving instructions
2 more amazing
3 hardest 1
4 later Students’ own answers
5 most important
6 shorter 2A
7 less difficult 1b
8 harder 2c
9 as straightforward as 3a
10 least challenging
2B
4B Beata feels confident. She says she has the
1 comparative required work experience and she says she can
2 superlative ‘handle it’ and that she can get support from Daniel.
5 2C
1 not as long as 1 The problem is that Beata needs the components
2 the least profitable earlier than planned.
3 the least modern 2
4 not as expensive as / less expensive than 17 April – c
5 not as large as 9 May – d
6 as late as 10 May – b
28 May – a
6A
1 Bid B 3B
2 Bid C Option A
1 There is no solution. Clarice will have to find one.
2 Beata simply tells Clarice that she has to find the
solution.
3 We do not know, but we can sense that she is not
satisfied with the situation.

Answer key
4 We do not know, but it is likely that this has not 3.4 Business skills:
helped the two women build a strong relationship.
Meetings – Updates and action
Option B 1
1 The solution is that Beata may be able to Students’ own answers
transport the consignment via another supplier.
2 Beata and Clarice arrive at the solution together. 2A
3 Clarice seems pleased with this solution. a stand-up meeting
4 We do not know, but it is likely that this has
helped the two women build a strong relationship. 2B
1 fifteen minutes
4 2 to bring everyone up to date about what is going
Students’ own answers on in the team
3 every morning
5 4 9 a.m.
Possible answers 5 to decide who speaks
You should remember that you can take different 6 what they did yesterday, what they plan to do
approaches (use your authority or use a more today, any impediments
collaborative approach) depending on the situation. 7 The team leader will discuss follow-up action with
You should think about how the other person will individuals as necessary.
feel and how this will affect your working
relationship. Flexibility and the ability to see the 3A
other person’s point of view are important skills. Jack
worked on contract for China project; meeting with
6 lawyers, complete draft contract; lawyers have
Students’ own answers limited time
Sal
7A sub-supplier meeting followed by lunch; write
1h summary of meeting, brief production team leader;
2c none
3f Tom
4a discussed logo ideas with department heads, met
5b designer; work on logo designs, meet with
6d remaining department heads; not all department
7g heads available
(e is extra)
3B
7B Students’ own answers, but a likely answer is Tom
a 1, 4 because his speech wasn’t very well organised and
b 2, 6 didn’t follow the same sequence as Jack and Sal.
c 3, 5, 7
4
7C Possible answer
a 3, 4 Yesterday I spent most of the day discussing ideas
b 2, 6 for the new logo with different departments. I also
c 1, 5, 7 met with one of the new designers who will be
working on this project until the end. Today I’m
8–9 planning to work on the designs for the new logo.
Students’ own answers I’ll be discussing them with the departments
I missed yesterday. A possible impediment is
that not everyone will be available to see me.
5
Possible answer
The manager will probably want to speak to Jack
about lawyer availability, and to Tom about
department head availability.

Answer key
6 5 aditional – additional
Possible answers 6 whether – weather
1 Jack is handling that. He’s meeting with the 7 assistant – assistant
lawyers today, and is hoping to finish the draft 8 Reguards – Regards
today too.
2 They agreed some new deadlines, but I haven’t 2
seen them yet. I’m sure they’ll be OK. 1 if
3 Tom’s working hard on that. He’s going round the 2 grateful
departments getting feedback, and he’s meeting 3 appreciate
with the designers. It’s all in hand. 4 help
4 Jack is doing the contract, Sal is writing up 5 request
yesterday’s meeting and doing some briefings, and 6 what
Tom is working on the logos. I’ll be focusing on the 7 to
new schedule and the factory shutdown. 8 mind
5 Yes, I can do that now if you like. 9 possible
6 I should be in a position to do that this afternoon. 10 possibly
7 3A
1b Possible answers
2d Are you going to meet the deadline? If not, when
3g (do you think) you’ll finish?
4c What work did you complete? / Have you
5f completed all the work?
6a What work didn’t you complete / haven’t you
7e completed?
Why didn’t you complete the work?
8A Is the new furniture ready?
1 worked Have you ordered the new furniture and
2 progress equipment?
3 impediment What other problems did you have?
4 agreed What problems do you think you might have?
5 followed up
6 finish 3B
7 see Model answer
8 work on To: Yolanda, Project Leader
9 spent From: Lydia
Subject: Request for update on refurbishment
8B of Head Office
a 1, 4, 5, 9
b 2, 6, 8 Dear Yolanda,
c 3, 7 I’d like to know how the refurbishment of Head
Office is going and if we are going to be able to
9–10 move in on schedule. Could you possibly let me
Students’ own answers know what the current state of the project is?
If you are not going to meet the deadline, I’d
appreciate it if you could let me know when the new
3.5 Writing: Email requesting finish date will be. Also, please could you give me
an update details of what work you have completed and the
work which isn’t yet finished? I’d also be grateful
1A if you could outline the reasons for any delays.
update him on deadlines and cost details and meet Would you also let me know if you have ordered all
him tomorrow the new furniture and equipment and that it is ready
to go into the offices?
1B Finally, I’d like a list of all the problems so far and
1 orignal – original information about any problems that you think might
2 curent – current happen in the future.
3 shedule – schedule Thanks for your help.
4 sevral – several

Answer key
7
Unit 4 Global markets 1 adapt
2 appeal
4.1 One size fits all 3 consumption
2 4 customisation
Students’ own answers 5 customised
6 grow
3 7 growth
Volvo’s car does not have a passenger front seat 8 preference
but it has extra luxuries / ‘luxury features’. 9 product
Starbucks coffee stores adapted their logo 10 specialise
(removed the brand name) and sell (speciality) teas 11 standard
as well as coffee. 12 target
4 8A
1 middle class 1 customised
2 is 2 preferences
3 Volvo’s 3 consumers
4 with a chauffeur 4 targeted
5 slight 5 adapted
6 name 6 appealing
7 teas 7 production
8 thinks 8 growing
8B
5
Students’ own discussion
1 Volvo wanted to target wealthy consumers who
have drivers, so they removed the front passenger
9
seat to give passengers in the rear more legroom.
Students’ own answers
Starbucks decided to only use the logo and not the
brand name because many people in China might
not be familiar with the Latin alphabet. Also, as the
Chinese are generally tea-drinkers, they had to 4.2 Online markets
adapt and introduce more teas in their shops. 1
2 Possible answers: cruise control, seat heater, 1
automatic transmission, DVD video / TV screens in a eBay
the back, sunroof, sat nav, leather seats, parking b Alibaba
sensors, cameras to replace rear-view mirrors, c Deliveroo
high-quality music system, reclining seats, bar, d Amazon
fridge, coffee machine, voice-activated doors and 2 Suggested answers: by selling second-hand
windows goods they don’t want; by making goods and selling
3 Possible answers: use famous Chinese sports online; by becoming a distributor and selling online;
personalities, film and pop stars to promote coffee, by becoming an ‘influencer’; by renting out rooms
introduce special offers and free gifts via Airbnb
4 Possible answers: have more speciality teas that
interest different markets; open trendy tea shops to 2
attract customers; introduce beverages with some Five websites are mentioned in the article, in this
tea in them, e.g. smoothies; promote the health order: Alibaba; Airbnb; eBay; PeoplePerHour,
benefits of certain teas, e.g. green tea a freelance employment site; Etsy, an online
marketplace to sell homemade goods.
6B
1 target territories 3
2 marketing strategy 1a
3 local preferences 2 One percent of U.S. adults earn money from
4 product customisation websites and these people earn less than a quarter
5 luxury goods (25 percent) of their income from these sites.
6 consumer brands 3 people who can’t work in traditional jobs for health
reasons and people with caring responsibilities

Answer key
4 that they will compete unfairly offering lower 7B

prices because they don’t pay taxes 1T
5 Governments have to make sure they pay taxes / 2 F – If your item sells, eBay charges 9 percent of
don’t avoid paying taxes. the selling price to a maximum of $50.00. Alibaba
6 He says, ‘You don’t think a lot’, which suggests he charges a commission of 2–5 percent for each
finds it easy and boring. transaction.
7 It gives him something to think about. It’s his 3T
escape from his job. 4 F – Hotels are allowed to list on Airbnb as long as
8 She seems more positive from her concluding they don't hide the fact.
sentence. 5T
6T
4 7 F – eBay does not belong to Google.
Possible answers 8 T (It currently costs $0.20 to publish a listing to
1 the marketplace. A listing lasts for four months or
Benefits: It’s a cheap and quick way to sell online. until the item is sold.)
Disadvantages: There’s global competition on
e-commerce sites which drives prices down. 8
Freelance sites offer low-paid, temporary work and Model answer
you have to compete with people in other parts of These handmade multi-coloured cushion covers
the world. There are no workers’ rights in terms of were inspired by my children’s drawings. There are
pensions, sick pay, holiday pay, etc. three patterns: birds, leaves and butterflies. The
2–3 Students’ own answers covers are made of high-quality 100 percent cotton.
They are printed on one side only. The back of the
5A cover is a light grey colour. Available in three sizes:
1 Present Simple passive 40x40, 45x45 and 50x50 cm. Handwash in cold
2 Past Simple passive water with mild detergent. Orders are dispatched
on the same day as payment is received.
5B
In sentence 1, the agent is mentioned and by
indicates it. 4.3 Communication skills:
Managing conversations
6
1 are made 1
2 are delivered Students’ own answers
3 is painted
4 is not recommended 2A
5 ship 1 Yes, he has.
6 are printed 2 He has met him twice, on trips with Daniel.
7 (are) dispatched 3 He means that Mateo likes to talk about other
8 select topics.
9 require 4 She has done some background reading.
10 are designed 5 He says that Mateo likes the sound of his own
11 packed voice and can be domineering at times. He tells her
12 are needed that the trip will be just like any other trip. He also
warns her that Mateo likes to multitask. He
7A suggests she ‘goes with the flow’.
1 was set up
2 are not charged 2B
3 is based She feels it may be difficult and that there won’t be
4 are not allowed enough time to learn about the market, get to know
5 are owned Mateo and establish a good working relationship.
6 was created, was called
7 was bought 3B
8 is needed Option A
1 We see him take a phone call during the meeting.
2 They talk about family and Mateo’s previous trips
to Poland.

Answer key
3 She tries to change the subject at every chance 4.4 Business skills:
she gets.
4 He ignores them or tells her they will discuss the Building consensus
Diabsensor later. 1
5 She does not manage to get Mateo to talk about Students’ own answers
the Diabsensor.
2
Option B 1 The speaker aims to focus on ways of building
1 We see him take a phone call during the meeting. consensus.
2 They talk about family and Mateo’s previous trips 2 finding what the group wants to do, not what each
to Poland. individual wants to do
3 She answers his questions and asks her own.
4 Yes she does, but she is not successful. 3
5 She goes with the flow. 1 involved, chance
2 respected, important
4
Possible answers 4
1 Beata does not get to discuss her agenda. Beata Possible answer
might build a better relationship with Mateo. They haven’t reached a consensus. The manager
2 Beata’s attempts to bring the conversation back to says, ‘So we are already narrowing down the
the Diabsensor affected the relationship. Mateo options and moving towards consensus. Not
seems to be less friendly towards Beata in Option A everybody has spoken, so I would like to hear what
than in Option B. the rest of us have to say.’
5 5
Possible answer 1 staying as one large group, breaking into small
Going with the flow might help build a better groups, working in pairs
relationship with the business partner, but will take 2 a way of controlling who speaks
more time, whereas focusing on the task might 3 The manager uses process to talk about ‘how’
save time, but may affect the relationship. they achieve consensus.
4 The manager uses narrowing down to mean
6 ‘getting closer to consensus by removing one of the
Students’ own answers options’.
7 6
1S 1, 3, 5, 11, 6, 2, 8, 10, 4, 7, 9
2C
3C 7A
4S Expressing agreement: Yes, I agree too., I agree
5C that, I agree with
6S Expressing disagreement: I’m afraid I disagree.
7C Making a suggestion: I think we should
8C Reacting to a suggestion: So we need to, I don’t
think, that’s not a bad idea
8
1 can we move to 7B
2 this a good moment to start talking about the Expressing agreement: 1
3 get to the details Expressing disagreement: 2, 5
4 in a moment Making a suggestion: 3, 6
5 reminds me Reacting to a suggestion: 4
6 will be plenty of time for that later
9–10
9–10 Students’ own answers

Answer key
4.5 Writing: Letter confirming Unit 5 Design and

an order
innovation
1
1 order 5.1 Innovative product design
2 received
3 agreed 1
4 Payment Students’ own answers
5 enclose
6 thank 2A
7 hesitate They use a computer to order their food; they don’t
8 sincerely talk to anyone. They pick up their food when it’s
ready by opening a small door.
2
Greeting: Dear Mr Chahal; Dear Sir/Madam 2B
Opening: we are writing to you to confirm your Possible answers
order; this is to confirm your order; we are pleased Eatsa customers don’t order their food from people,
to confirm your order and people don’t bring the food to the table. The
Order details: order number 674190 for 1,000 customers don’t see the people who prepare the
123/XC units a week for 12 weeks; order no 01 food. The food is prepared more quickly than the
for five chairs food in a traditional restaurant. In a traditional
Delivery details: to your factory in Mumbai; the first cafeteria, food is often served by staff, and
delivery will be on 05/11; we will deliver the goods customers’ money is usually taken by a person.
to your head office
Payment terms: Payment terms are $4,000 3
monthly; 30 days after the date of the invoice; 1T
cash on delivery; payment in advance 2 F – The order is prepared by chefs.
Enclosures: We enclose full terms and conditions 3 F – less than two minutes
for your records; details of our new range are 4T
enclosed 5 F – He’s not sure it’s the best thing.
Ending: We thank you for your business and look 6T
forward to working with you. If you have any 7T
queries, please do not hesitate to contact us; we 8 F – They aren’t as ‘designed’ – they use
look forward to supplying you again in the future machines for ordering and a system with tickets.
Closing: Yours sincerely, Yours faithfully
4
3B a3
Model answer b5
Dear Ms Liang, c1
We are writing to confirm your order number d2
WT3488 for 100 PR765 printers, which we received e6
this morning. The unit price of the printers is €230. f4
I am pleased to confirm that, as we agreed at our
meeting last week, there is a discount of 8 percent 5A
for any orders over 80 units. We will deliver the Possible answers
goods to your warehouse in Felton Business Park Positive: fast, order is correct, you don’t have to
on 5 May. talk to a person, gives people better jobs
We confirm that our payment terms are 30 days Negative: no human contact, inconvenient if
after the date of the invoice. We enclose our something goes wrong, you can’t make special
business terms and conditions for your records. requests
We thank you for your business and look forward
to supplying you again in the future. 6
If you have any queries, please do not hesitate 1 innovation
to contact us. 2 disrupt
3 interact
4 automated
5 swipe
6 customise

Answer key
7 place 5 They’ve just made me Quality Assurance

8 choice Manager. (line 26)
9 magical 6 … he doesn’t often play games for fun these
days. ‘It’s too much like work.’ (line 31)
7A
1e 5
2b Possible answers (though not all Ss will
3a necessarily agree on pros and cons)
4c Pros: It’s fun. The money is adequate. It isn’t
5d boring.
6h Cons: You don’t get to play the games in a normal
7f way. It’s hard work. There’s a lot of administrative
8i work. The money isn’t great.
9g
6
7B 1 b, d
Students’ own answers 2 c, f
3 a, e
8
Students’ own answers 7
1 already tested
2 just paid it
5.2 Product testing 3 yet
4 just
1
5 yet
6 Has he started his new job already?
2
8
Possible answer
Possible answers
The worst part of being a product tester might be
1 had breakfast / done any homework /
having to try the same product over and over again.
made a phone call
Even if you love snack food, tasting something all
2 finished three reports / had five meetings /
day long might get boring. Also, there might be
worked fifty hours
flavours you don’t like that you have to taste. The
3 arrived at the office / written sixteen emails /
best part might be getting to use products you love
been on the phone with colleagues in Shanghai
as part of your job. If you love motorcycles, being
a motorcycle test driver would be a perfect job.
9A
Possible answers
3
have lunch, write reports, make schedules, do
1 It’s about being a computer games tester.
research, talk to colleagues, update social media
2
Possible good points: It’s fun. He’s always
9B
enjoyed gaming. He’s happy in his current job
Possible answers
and the money is OK.
Have you had lunch yet?
Possible bad points: Doesn’t play games like
Have you written a report yet?
a normal person. It’s hard work. There’s a lot of
Have you made a schedule yet?
administrative work. Playing games outside of
Have you done research yet?
work is now too much like work.
4 5.3 Communication skills:

1 People think I play video games all day, but that
isn’t what I do. (line 1) Managing information
2 … but it’s also hard work. (line 8) 1B
3 TestPilot has worked as a Quality Assurance 1 Students’ own answers
Tester in the video games industry for about six 2 to clarify information, to get more information,
years. (line 12) to show interest
4 I never expected to get a job in the industry.
(line 15) / It was a total surprise! (line 18)

Answer key
2A Cons: Beata doesn’t provide any details about the

1 He was not focused and asked lots of personal storage problem. Daniel doesn’t ask the exact
questions. nature of the problem.
2 She’s not sure how much to tell Daniel about the
meeting. She’s also worried about his reaction to 5
the situation. It’s important to ask questions to get more
information or to stay on track. Giving more details
3B doesn’t necessarily mean that the meeting is more
Option A informative as not all of these details translate into
1 She gave a lot of information, including action points.
unimportant details such as information about who
they did the market research on and the 7A
questionnaire. But the key information that she 1d
passed on is that Mateo had issues with the colour 2e
of the Diabsensor, a possible problem with storage, 3b
and the design of the packaging. 4a
2 He asks for specifics, e.g. ‘What does Mateo want 5c
to change exactly?’, ‘What does he want exactly?’,
‘Are you sure?’ 7B
3 Yes, he did, for the most part. However, he did 1a
not ask about the storage problem. 2b
4 She felt happy that she had shared all the 3b
information with them. 4a
Option B 8A
1 The key information that she passed on is that Encouraging someone to speak: Tell us about
Mateo had issues with the colour of the Diabsensor, your meeting with Mateo.
a possible problem with storage, and the design of Asking for confirmation: Have you ever met him?
the packaging. She omitted the details such as who Can we change the colour?
they did the market research with. Asking for information: What does Mateo want us
2 He asks for specifics: ‘The colour of the to change, exactly? Why did they spend so much
Diabsensor or the packaging?’ time on this?
3 Yes, he did for the most part. However, he did not
ask about the storage problem and at the end
asked, ‘Really? Nothing else?’, which gives the 5.4 Business skills:
impression he was expecting more information. Selling a product
4 She feels happy that she has given them enough
information and that if Daniel wanted to know more, 1B
he would have asked. 1 Features
2 Benefits
4
Possible answers 2A
Option A features: Kendra; benefits: Paolo
Pros: Beata provides a lot of detailed information.
We learn there is a problem with the storage. 2B
Cons: The information she provides is often 1 a portable, heated chair
unnecessary. Daniel has to ask Beata specific 2 Possible answers: sports fans, concert-goers,
questions in order to obtain the exact information campers, people sitting in their garden – because it
he needs. He often has to clarify information. Beata would make them warmer and more comfortable in
mentions the storage problem. The meeting is cooler conditions
longer.
3A
Option B 1 940
Pros: Beata’s overview means the discussion is 2 1,050
much shorter than in Option A. We learn there is 3 blue, green
a problem with the storage. 4 seat
5 cover
6 handles

Answer key
3B 2
1, 3, 5, 7 and 8 1 chose
2 said
4A 3 decided
1 comes with 4 included
2 measures 5 Another
3 weighs 6 impressed
4 made of 7 particularly
5 comes in 8 most
9 downside / problem
4B 10 problem / downside
1 means that you can 11 thing
2 allow you to 12 worst
3 lets you
4 so it’s easier to 3A
5 make it easier to Model answer
The XB Watch promises to track all your activity
5A during the day: walking, running, exercising in the
A 1, 4 a, f gym as well as monitoring your sleep. It also syncs
B 3, 6 b, e with a fitness app on your phone.
C 2, 5 c, d What I like most about this watch is the long-lasting
battery, which doesn’t need to be charged every
5B few hours like some of the major competitors’
Model answer watches. Another good thing is that it really is
The military-style rucksack is made of washable waterproof so I can go swimming with it on my
fabric so it’s easier to keep clean. It also comes with wrist. Finally, I was also impressed by the easy-to-
additional side pockets, which means that you have use phone app, which is full of very useful advice.
a place for your student or work ID or keys. The main downside for me is the size of the watch.
It’s far too big and not very attractive at all. In fact,
The smartphone comes with a 5G internet I think it’s quite ugly.
connection which allows you to use it abroad while However, the watch does what it promises, so if
you’re on holiday or a business trip. In addition, it you are not worried about the design and want an
comes with a dual SIM, which means there's no inexpensive activity watch, I can recommend this
need to carry two phones. one.
The newly opened supermarket provides shoppers

with a home delivery service. This makes it easier Unit 6 Safety and security
to shop online, and there is no need to interrupt
your busy schedule. It also offers weekly discounts 6.1 Safety at work
on fresh products to allow you to save money.
1A
1d
5.5 Writing: Product review 2e
3a
1A 4b
1 as 5c
2 The
3 which 1B
4 to Students’ own answers
5 by / with
6 is 2B
7 off O’Donovan (Waste Disposal) is a (skip) company
8 If which collects waste and recycles it.
3
1 O’Donovan Waste Disposal is based in
Manchester London.

Answer key
2 Paul Neal is the company’s Factory Logistics fall: suddenly go down onto the ground after you
Supervisor. have been standing, walking or running, especially
3 The company collects waste and burns recycles without intending to
it. hit: move a part of your body quickly against
4 Protecting the environment public is a priority for something accidentally, causing pain
the company. hurt: injure yourself or someone else
5 In order to protect cyclists, vehicles are smaller injure: hurt yourself or someone else, e.g. in
lower so the drivers can see more. an accident
6 The company has also put alarms cameras and slip: slide a short distance accidentally and fall
electronic sensors on vehicles. or lose your balance slightly
7 The police head office can view the images from
truck cameras if there are problems. 7B
8 Senior staff Everyone / All staff / All employees at 1 dropped, broke
the recycling centre is/are given protective clothing 2 cut, bled
and training. 3 slipped, fell, hurt
9 Whenever there is an accident, it is recorded in 4 damaged
a database an accident book and investigated. 5 hit
6 injured
4
Students’ own discussion 8
5
1b
2f 6.2 Being security-conscious
3a
1A
4e
A security bags
5c
B X-ray machine / metal detector
6d
C CCTV
fit – put on
2
handle – carry, work with
Paul, who works in a university, seems to have the
pose – create, be
lowest level of security and Aisha, who works in an
issue (someone with) – give (someone)
IT company, has the most security.
hold – do, have
record – write down
3
1b
6A
2c
1 high-visibility clothing
3a
2 steel toe-cap boots
4c
3 hard hat
5b
4 ear defenders
6a
5 cut-resistant gloves
6 face mask
4
7 goggles
Students’ own discussion. Suggested answers:
1 The university probably needs to employ
6B
a security guard or another person on reception to
help with access control; security cameras were
also suggested by the speaker; staff, student and
7A
visitor ID cards would also be useful.
bleed: lose blood, especially because of an injury
2 low tech: in-room safe, receptionist, warning
break: damage a bone in your body by making it
signs in classrooms, locks on doors, lockers
crack or split
high tech: house alarm system, room key cards to
cut: injure yourself on something sharp that breaks
operate lifts, CCTV, RFID badges for door/building
the skin and makes you bleed
access, printing and scanning, fingerprint scanners,
damage: cause physical harm to something or to
facial recognition
part of someone’s body
drop: stop holding or carrying something so that
it falls

Answer key
5A 6.3 Communication skills:

1 need to
2 don’t have to Dealing with disagreement
3 has to 1B
4 mustn’t Possible answers
5 didn’t need to tone of voice
6 must posture (sitting straight, standing)
positive body language (don’t fold your arms),
5B smile, eye contact (not intense)
a mustn’t speak slightly more slowly and clearly
b need to, has to, must
c don’t have to 2A
d didn’t need to 1 nervous, worried
2 She finds Mateo increasingly difficult to work with,
6 he doesn’t want to follow regulations, she will have
1 S – All sentences have the same meaning – this to negotiate and it won’t be easy.
is an obligation. 3 She wants to maintain a good relationship and
2 S – Sentences b and c have the same meaning – make a good impression on Daniel. She wants
there is no obligation. Mateo to accept the storage regulations.
D – Sentence a means there is an obligation to do 4 Students’ own answers
this.
3 S –All sentences have the same meaning – they 3B
are asking a question about an obligation in the Option A
present or in general. 1 It must be refrigerated at 5°C.
4 S – Sentences a and c have the same meaning – 2 at room temperature
they refer to something that was not necessary to 3 She first tries to explain why the regulations are
do in the past. important, but Mateo doesn’t allow her to do this.
D – Sentence b refers to a prohibition in the 4 Beata and Mateo don’t agree on the storage
present. requirements. Beata tells Mateo that Daniel will call
him to explain the situation.
7 5 She believes Mateo doesn’t respect her but she
1 had to / needed to managed to keep things professional.
2 didn’t have to / didn’t need to
3 must / have to / need to Option B
4 mustn’t 1 It must be refrigerated at 5°C.
5 has to / needs to / must 2 at room temperature
6 mustn’t 3 She firmly states the company’s position on
7 must / has to / needs to storage requirements.
8 doesn’t have to / doesn’t need to 4 Beata and Mateo don’t agree on the storage
requirements. She says she can’t approve delivery.
8A She tells Mateo that Daniel will call him to explain
Model answer the situation.
Hello everyone, 5 She is frustrated but knows she couldn’t agree to
This is to inform you about new ID cards which the delivery. She is worried what Daniel may think
we’re introducing due to some thefts in the building about how she handled the situation.
recently. All staff must go to the HR department to
prepare these by the end of this month. From 4
1 July, employees have to show their ID cards at Option B had the most positive outcome for the
reception when they enter the building. You do not company. In Option B, Beata was not able to
have to wear the badge at all times but you must maintain good relations with Mateo on a personal
show it to any member of staff if requested. level, but she remained strong on the company’s
Regards, policy regarding storage regulations. In Option A,
as her main aim was to maintain good relations
with Mateo, she allowed him to think that ignoring
the regulations was possible.

Answer key
5 Treat the other person and their opinions with

Possible answers respect.
Use a lower voice and use pauses to punctuate Don’t impose (force) your personal beliefs on the
your speech and indicate important information. other person.
Use positive body language to show authority.
State your position strongly and explain rules and 2A
requirements. picture 3 – a spillage on a factory floor
Show you understand the other person’s situation
to help you build or maintain a good professional 2B
relationship with him/her. 1T
2 F – Tony’s apprentices are not responsible for
7A cleaning.
1g 3 F – The cleaner only works in the evenings.
2i 4T
3h 5T
4a
5d 2D
6c 1 The company will provide slip-resistant shoes
7f for the apprentices.
8e 2 He agrees but is still concerned about repairing
9b the machine.
3 yes
7B 4 She will speak to the management team,
1B suggests that she and Tony review the issue at
2A the end of the week, and will send an email to
3C summarise their decision.
4B
5C 3A
1 appreciate, difficult
8 2 understand, saying
Model answers 3 see, both
1 I appreciate you’ve already done a lot of work. 4 proceed
But it needs to be finished by the end of the week. 5 come
As I explained, it’s a question of keeping to the 6 suggestion
schedule. 7 check, happy
2 I can see you’ve not had a holiday for two years.
I understand the tickets for Australia are expensive. 3B
However, I’m not comfortable agreeing to your a 1, 2, 3
holiday without speaking to the HR Director first. b 2, 4
I hope you understand the situation. It’s important c 5, 6
that we can hire someone to cover your work while d7
you’re on holiday.
3C
1a
6.4 Business skills: Dealing with 2c
conflicts 3d
4c
1C 5a
Possible answers 6d
Begin by asking why your colleague is unhappy. 7b
Don’t focus on the person or their personality, focus 8b
on the problem.
Listen actively.
Encourage open communication/discussion.
Accept that conflict is part of life.
Don’t interrupt when the other person is expressing
their opinion.

Answer key
6.5 Writing: Instructions • if there’s smoke, cover mouth and nose and keep
close to floor level
and warning • leave building by the nearest exit
1A • meet at the assembly point outside
1 Put If you cannot leave office:
2 Follow • block any door gaps to stop fire and smoke
3 Make entering
4 Report • open windows and shout for help
5 touch Never:
6 remove • take personal items with you
7 Watch • use the lifts
8 Be • return to the building until it is officially safe
2
1 DT Unit 7 Customer service
2D
3W 7.1 Airline customer service
4D
2
5D
1c
6D
2e
7 DT
3a
8W
4d
5b
3B
Model answers 3
HANDLING HEAVY LOADS 1 queue
Before lifting: 2 extras
• check size and weight of load 3 on time
• check destination 4 a hotel
• plan route 5 training (sessions)
• check route for potential obstacles 6 (customer service) problems
• clear potential obstacles from route
• check available equipment to help move load 4
Lifting: In the premium service segment, airline companies
• stand with feet apart remove add on little extras that passengers ask
• keep knees and hips relaxed least pay more / are charged more for. For
• bend your knees example, United Airlines attracts business-class
• take hold of load at the bottom and first-class passengers with its faster no queue
• lift steadily and smoothly keeping back straight to check in. The company’s CEO says that their
• keep load close to your body research showed that a good food service night’s
Putting down: sleep was most important for passengers. British
• follow the above instructions in reverse Airways distinguishes its first-class service through
Never: an elaborate ritual on board: the British breakfast
• twist your body while carrying heavy loads afternoon tea. For airlines, things like a big lunch
• lift anything that is too heavy for one person business lounge and comfortable bed are ways to
make passengers feel more important and better
FIRE EMERGENCY cared for.
You must:
• know where the fire exits and assembly points are
5
If you find a fire:
Possible answers
• keep calm and leave office with other staff
1
• sound the fire alarm
Low-cost airlines
• only use an extinguisher if you are trained
Pros: they are cheap; they get you from A to B;
How to escape:
usually on time, they are safe
• close the door when everyone is out
Cons: you have to pay not to queue, to board first
• check doors are not hot before opening them
and for everything else; they will not put you in

Answer key
a hotel if your flight is delayed; customers will get 8

angry when things go wrong 1 about
Standard airlines 2 to, for/about
Pros: premium service; they handle all your bags, 3 to
you get a big seat and lots of personal attention; 4 to, about
extra and exclusive features; no queues at check- 5 about/in
in; good food; able to sleep on board; priority 6 with
baggage; distinctive customer service; cabin
service; seat design; passenger feels important /
better cared for 7.2 Hanging on the telephone
Cons: high price tag
1
1 Students’ own ideas (Research shows most
Pros and cons not mentioned on the video
people prefer to phone a service agent when they
Low-cost airlines
have a problem or query.)
Pros: special offers with even lower fares; mobile
2 Students may have other experiences to add to
app for boarding pass
the list, e.g.
Cons: have to pay to check in baggage and hand
a An automated system does not understand
baggage allowance is smaller than regular airlines;
your request.
fly to secondary airports not close to city
b You don’t know which option to choose.
Standard airlines
c An automated voice tells you to call back later.
Pros: offer a wide range of international flights;
3 Students’ own ideas
strategic alliances with other airlines; fly to best
airports
2A
Cons: tendency to reduce costs and cut services
Call 1: The woman called about her internet
(e.g. in-flight meals) in order to compete with low-
connection not working.
cost airlines
Call 2: She called to query her high mobile
phone bill.
6A
2B
body language, business-/first-class, exclusive
In both conversations, there are elements of using
features, premium service, ‘no-frills’ flight, personal
a script.
attention, priority boarding, VIP treatment
3
6B
1 busy
1 premium service / business-/first-class
2 May I have
2 exclusive features
3 How can
3 business-/first-class / premium service
4 account
4 VIP treatment / personal attention
5 just ask
5 priority boarding
6 give me
6 personal attention / VIP treatment
7 put you through
8 speak up
7
9 on hold
1 anxious
10 assist you with
2 apology
3 assist
4
4 complaint
1 the phone number
5 confident
2 the automated system does not understand what
6 demand
she wants
7 empathy
3 because she wants to talk to a person not
8 handle
a machine
9/10 helpful/unhelpful / helpless
4 because she went to a country (Andorra)
11 request
outside the European Union and there was
12/13 satisfied/dissatisfied/ satisfying /
a roaming charge
satisfactory/unsatisfactory
5 to reduce the charge on her phone bill
14 upset
6 to phone customer services or check the website
before travelling abroad / to check roaming charges
before she travels

Answer key
5 (This means I didn’t pay the bill.)

Possible answers I forgot paying the phone bill last month.
1 My internet connection isn’t working. (This is a different meaning – I paid the bill but then
2 I’m sorry, I can’t hear you very well. didn’t remember the action.)
3 Could you speak up, please? 6 He began complaining about the poor service.
4 I have a query about my mobile phone bill. He began to complain about the poor service.
5 It’s taken me fifteen minutes just to speak to (same meaning)
a real person. 7 She tried not to get angry. (This means she made
6 I want to query my mobile phone bill for last a big effort to do something that was difficult for
month. her.)
7 Look, could you possibly reduce the charge? She tried not getting angry. (This is a different
8 Could I speak to your supervisor, please? meaning – she tried this approach as an experiment
to see if it would work.)
6 8 He prefers to sit at the front in the cinema.
1 Students’ own answers He prefers sitting at the front in the cinema.
2 Students’ own answers. There is an opportunity (same meaning)
here to mention generational and cultural
differences in communication styles in modern day 9A
‘one-size-fits-all’ global customer service. 1 to pay
3 Students’ own answers. Companies do this to try 2 to inform
to increase sales. 3 losing
4 operating
7A 5 to reduce
1 to add 6 going
2 switching off, turning it on 7 getting
3 to come on 8 to give
4 coming on
5 to get 9B
6 to query Students’ own ideas
7 using
8 contacting 10A
9 to look for Possible answers
bank – high or hidden bank charges;
7B internet service provider – slow connection;
1 to-infinitive insurance company – unexpected increase in
2 -ing car insurance;
3 both forms telephone company – charges for call you did
not make
8
1 Did you remember sending the email? 10B
(This is asking if you have a memory of it.) See model in Exercise 9A.
Did you remember to send the email? (This is
a different meaning. It is checking if you did it.)
2 They stopped to look at the new website design. 7.3 Communication skills:
(This means they stop another activity in order Responding to customer
to look at the website design.)
They stopped looking at the new website design. concerns
(This is a different meaning. It means they no 1
longer looked at the website.) Students’ own answers
3 We continued to argue about the charges.
We continued arguing about the charges. 2A
(same meaning) 1 They need to understand why Mateo does not
4 She went on to ask for a discount. want to refrigerate the Diabsensor.
(This is the next thing she did.) 2 Daniel suggests that Mateo may have other
She went on asking for a discount. suppliers or may not have enough money to cover
(This is a different meaning. This means she the costs of refrigeration.
repeatedly asked for a discount.) 3 Beata suggests that Mateo’s refrigerators may
5 I forgot to pay the phone bill last month. be full.

Answer key
4 Mateo responds by pointing out that the 7e

outstanding issues may be not be that small.
8A
2B Students’ own answers
9
3B Students’ own answers
Option A
1 His experts have told him that the Diabsensors
do not need to be stored at 5°C. 7.4 Business skills:
2 He listens but offers no judgement. Generating and presenting ideas
3 He does not respond to any of the criticisms.
4 Daniel promises to look into the problem before 1
the meeting in Manchester. Students’ own answers
5 Daniel does not mention Beata’s name except to
say that she is listening to the conversation. 2A
1 Ideas come to us at any time.
Option B 2 They disappear, either through forgetfulness,
1 His experts have told him that the Diabsensors being afraid of being laughed at or due to lack of a
do not need to be stored at 5°C. system for capturing them.
2 He says that Beata is correct. 3 The manager wants to hear ideas about how to
3 He shows that he fully supports Beata. generate ideas, how to share ideas and how to
4 Daniel promises to look into the problem before capture those ideas.
the meeting in Manchester. 4 The group must come up with a list of ideas of
5 Daniel refers to Beata six times, either to support how to generate ideas and not lose them.
her or to confirm that she has already informed him
of something. 2B
1 generate
4 2 share
Suggested answer 3 enough
In Option A, a possible advantage is that Mateo 4 ways
will believe Daniel is open to new ideas or does 5 lose
not know the full story. A disadvantage is that
Daniel might send a signal that he does not trust 3
Beata fully. Students’ own answers
In Option B, the advantage is that Daniel is showing
Mateo that he fully supports Beata and that the 4A
question of refrigeration is not open for discussion. Students’ own answers
A possible disadvantage, however, is that Mateo
may feel that there is no flexibility in the position 4B
Daniel is taking. See the audioscript on page 150. The speakers
who talk about ways to record ideas are:
5 1 (brainstorm using lists), 2 (use a notebook or
1 Personal relationships are useful to help resolve smartphone), 3 (draw a mind map) and 5 (draw
difficult negotiations. pictures). Speakers 4 and 6 do not mention
2 Showing support sends a very clear message recording or capturing ideas.
that the customer may not be right.
4C
6 Possible answers
Students’ own answers 1 Brainstorm – write lists – as many ideas as
possible; quality not quantity is the key
7 2 Use a notebook/smartphone to record thoughts
1c and ideas
2d 3 Mind mapping – start with a word or phrase, then
3b connect ideas related to each other
4f 4 Roleplay – use different viewpoints – take on
5a a different role or personality
6g

Answer key
5 Visualisation – draw pictures or diagrams to 3A

summarise ideas and record creativity Model answer
6 Devil’s advocate – take opposite view to others’ We would like to take this opportunity to thank you
ideas – question everything; risk of making people for getting the extra supplies to us earlier than you
upset or angry had originally promised. Your help meant that we
were able to fulfil our customer’s order on time and
5A they were extremely happy with our service.
1 b 2 f 3 d 4 e 5 h 6 g 7 a 8 i 9 j 10 c I would therefore like to thank you once again for
all your help and look forward to extending our
5B contract with you in the future.
Introducing the idea: 1, 3, 7, 10
Adding a comment or explanation: 2, 4, 5, 6, 8, 9 3B
Model answer
5C I am writing to thank your company for the excellent
Introducing the idea service we received when some of the computers
We think that the big problem is ... we had bought from you did not work properly.
We like the ... We contacted your helpdesk immediately and the
Adding a comment or explanation person I spoke to was very friendly and obviously
But then we need to ... knew a lot about the product. He apologised for the
So everyone takes on ... problems we were having and suggested that he
For example, ... could exchange the computers or send out an
So not just ..., but ... engineer to solve the problems. We decided that
Basically every time ... it would be better to have new computers and they
The risk is that ..., but ... arrived the next morning.
It helps ... One week later we received a phone call from your
customer service department asking us if
6–7 everything was now OK. We were happy to report
Students’ own answers that there were no more problems.
I would like to thank you once again for your prompt
and excellent service and we will certainly use your
7.5 Writing: External ‘thank you’ company again.
email
1B
1 provided
Unit 8 Communication
2 event 8.1 Face to face?
3 express
4 handled 1A
5 responded Students’ own answers
6 deal
7 recommended 1B
8 near Possible answers
I use text messages with my friends, to make plans.
2 We usually text the time and place we’re going to
1 writing meet, and text to say exactly where we are.
2 much I use email a lot for work. Every day, I have to write
3 take about thirty emails to clients, and I receive a similar
4 appreciated number.
5 wanted I usually carry my phone with me, but I don’t use
6 smoothly it too much. I’d rather talk to people face-to-face.
7 sorted I think too many people spend too much time on
8 helpful their phone, and I don’t want to be like that.
9 replaced
10 definitely 2A
11 recommended Possible answers
12 once 1 talking face-to-face, texting, emailing, social
media, telephone, online video chat

Answer key
2 people not communicating clearly or not 2

communicating enough, communication taking too Students’ own answers
much time, problems with people speaking different
languages 3
1b
2B 2a
dependence on email; too many emails, and having 3d
to use time outside of work to catch up; this over-
dependence can reduce productivity 4
1 You lose the ability to work well in teams and also
3 put the success of projects at risk. (He says ‘lack of
1 email communication and team work can make projects
2 work outside the office, send internal emails for fail.’)
a week 2 Water-cooler chat / informal office conversation.
3 face-to-face Scott Bedbury said that ‘the really useful
4 a bit bored, worried, but then relaxed and happy conversations between colleagues generally took
5 work and life – the need for technology and place at the vending machine, in the cafeteria or in
working more humanly with people the gardens outside the office’.
6 good – a buzz and a hum 3 Building relationships. According to the article,
‘Bedbury says that a company’s internal
4 communication needs to be both formal and
1 F – He’s concerned that they spend too much informal to help build the relationships necessary
time working after hours. for success.’
2T 4 Noise. The reason for this is that it makes it
3 F – He bans internal email. difficult for workers to concentrate.
4 F – He says that the two need to be balanced 5 A combination of public and private space –
so we can be healthy. she says that companies should provide a choice,
5 F – They didn’t work after hours. which would cause an increase in productivity
6T and happiness.
7T 6 Email. In China, social media is far more
commonly used.
6 7 24/7 communication means you’re always
1 check at work, and it may seem rude not to reply to
2 reply a message.
3 catch
4 overloaded 5
5 internal Students’ own answers
6 Technology
7 servant 6
8 master 1
a Present Simple
7 b future
1 reply c likely
2 check 2
3 master a Past Simple
4 catch b No, it isn’t – it’s referring to the future.
5 overloaded c less probable
7
8.2 How to communicate 1 will be
2 won’t have
1
3 will spend
Private office: It’s easier to concentrate. You can
4 would have
make phone calls in private. You can have
5 talked
meetings with another person privately. There is
6 would be
no opportunity to socialise.
7 would feel
Open-plan office: People will share ideas more.
8 turned
Small talk is easier. There are more distractions.

Answer key
8A 2
1 a, c 1 yes
2 b, d 2 Daniel is worried that Beata might use very
3 f, h technical language.
4 e, g 3 They talk about the weather and have a laugh
together. This will help the discussion because
8B they already know and trust each other.
Possible answers 4 He first wants to summarise what has been
2 If we moved to a building that’s three times agreed, to make sure that he and Mateo have the
bigger, every employee would have a private office same understanding of the situation, and then he
and it would be easier to make phone calls. wants to discuss outstanding issues.
People will be able to make phone calls more easily
if we provide a few small, private rooms for 3B
employees to use when needed. Option A
3 If we create a small break area near the water 1 See sketch from the video track 8.3.2
cooler, employees will meet there and chat 2 Daniel: Mateo does not have to pay extra for the
informally. portable units, but only for the power supply.
If we bought the café next to the office building Beata: Portable refrigerators are supplied with the
and turned it into a private break room, employees Diabsensors.
would meet there and chat.
4 If we bought every employee a smartphone and Option B
told them to turn it off outside of work, they would 1 Students’ own answers
stop complaining about the constant 2 Daniel: Mateo does not have to pay extra for the
communication. portable units, but only for the power supply. Mateo
Employees will stop complaining about constant can reuse the refrigeration units once the
communication if we encourage them not to Diabsensors have been used. This is a ‘great deal’
respond to work texts and emails outside of for Mateo.
office hours. Beata: Portable refrigerators are supplied with the
Diabsensors. The diabetes teams will be very
happy.
8.3 Communication skills:
Closing a deal 4
1A The key lessons learned should include (a) the
Possible answer importance of summarising what has been agreed
Summarising is important so that both sides confirm and what still needs to be discussed, and (b) two
that they are on the same page and that there have possible approaches which can be used to ‘sell’ an
been no misunderstandings. (Note: A contract is idea or solution.
a formal summary of what has been agreed and is,
in effect, the result of the summary.) Working 5
through the outstanding issues is important, It’s always good to summarise what has been
otherwise there is no agreement and the deal agreed and what hasn’t. The video showed two
cannot be closed. common ways of selling an idea: focusing on a
technical solution and emphasising benefits rather
1B than technical details. Both styles can be effective.
1 A win–win situation means that both sides get
a good result from the negotiation, and helps to 6
make sure that the good relationship continues Students’ own answers
between the two parties. If the deal is a one-off
(e.g. the purchase of a second-hand car), a win-win 7A
is not necessary, although there is the risk that one 1 sums
party might decide to cancel the deal rather than 2 agreed
close it. 3 leaves
2 A win–lose situation means that one side will be 4 sum
dissatisfied. This reduces the chances of a long- 5 mean
term business relationship continuing. 6 return

Answer key
7B 3 high
a 1, 2 4 really
b 4, 5 5 quite
c 3, 6 6 extremely
7C 4B
1a 1g
2c 2a
3b 3b
4c 4f
5 c/b 5j
6a 6h
7i
8 8e
1 As I understand it 9d
2 That leaves 10 c
3 So what you mean is
4 If you agree 5–6
5 to sum up Students’ own answers
9
Students’ own answers 8.5 Writing: Short report
1
8.4 Business skills: 1 policy
2 reasons
Talking about priorities 3 issues
1–2 4 orders
Students’ own answers 5 department
6 stock
3A 7 updates
1 Make a list of the tasks. Compare the tasks and 8 technology
decide which are important and which are urgent. 9 systems
2 Important tasks have to be done because they 10 heads
matter to your business; urgent tasks have to be
done now, even if they are not important. 2
1 looks
3B 2 purpose
1 important and urgent: 3, 6 3 asked
2 important but not urgent: 2 4 aims
3 urgent but not important: 4 5 make
4 not important or urgent: 1, 5, 7 6 key
7 thing
3C 8 found
Task 1 – 7 9 seems
Task 2 – 4 10 recommended
Task 3 – 1 11 should
Task 4 – 3 12 aims
Task 5 – 6 13 might
Task 6 – 2
Task 7 – 5 3A
Possible answers
3D 1 This report aims to / The boss has asked me to
Be disciplined and don’t put things off. write this report in order to find out how staff feel …
2 This report looks at
4A 3 One of the key problems is / The first thing
1 utmost I noticed was that …
2 low 4 It was also found / Another factor is

Answer key
5 It also seems
6 It is therefore recommended that we tell / My
recommendations are to
7 We should do this / This should be done
3B
Model answer
The HR Manager asked me to write this report
because too many staff are leaving the company
after only one year. This report looks at the reasons
why staff are leaving and offers recommendations.
One of the key problems seems to be pay.
Employees say they can earn more money in other
companies, so they leave here and go to our
competitors. It was also found that staff feel that
communication within the company is not very
effective and that it is difficult to get the information
they need. Another factor is that there seems to be
too much work for everyone, which means staff are
stressed and often have to work late.
It is therefore recommended that the company
reviews staff salaries to make them more
competitive. We should also look more closely at
improving company communication and train staff
to communicate more effectively. Finally, we should
review our staffing levels and the way in which work
is delegated.

Answer key
Business workshop 1 4
Taro
1 Activity or experience: degree in English, travelling
1 It’s a global recruitment agency and matches jobs the world, travel writing for newspapers and
with job-seekers. magazines
2–3 Students’ own answers Item mentioned in the vacancy listing: degree in
a related field, confident, can-do attitude,
2A willingness to try new things, creative
Possible answers Maria
Degrees Activity or experience: medical degree, opened
I chose a degree in medicine because the company a clinic, hired two partners
sells medical insurance. Item mentioned in the vacancy listing: degree in
I chose a degree in economics and finance a related field, good team-worker, confident, can-do
because insurance is a financial product. attitude, willingness to try new things
I chose a degree in English because writing is
important, and also the job is based in London,
so fluent English is probably important. Business workshop 2
I didn’t choose engineering or fine art because
1
they don’t seem connected with the job.
1 They want to invest their own money in the
stock market.
Professional experience
2 because they didn’t have enough money (to make
I chose nursing because the company sells medical
investments alone)
insurance.
3 you don’t need to have a lot of money, sharing
I chose insurance sales because that is directly
knowledge and ideas, making joint decisions,
related to the job.
sharing risk
I chose freelance writing because that is directly
4 They are researching the best industries.
related to the job.
I didn’t choose retail sales or accounting because
2A
they don’t seem connected with the job.
1T
2T
Other interests and activities
3T
I chose playing team sports because they need
4F
someone to work with several departments.
5F
I chose volunteering in a local hospital because the
product is medical insurance.
2B
I didn’t choose cooking, travel or reading and going
1 graphite (carbon)
to the movies because they don’t seem connected
2 steel
with the job.
3 heat
4 tablet
3A
5 charge
1 b, c
2 a, d
3A
3 e, f
camping, train travel, cooking
3B
3B
Possible answers
1 tourism
Agata’s study of economics would be useful in
2 online
the insurance business. Her interest in sports
3 chains
shows that she’s a team player. She has medical
experience through her volunteer job in the hospital.
4
Taro’s writing experience would be useful in the job.
1 the food industry
Maria’s medical experience and experience
2 healthy snack market
managing a clinic both would be useful in the
3 companies new to the industry
insurance job.
4 because it is growing faster than other markets
in the food industry

Answer key
5C 4B
Model answer 1T
To all club members 2 F – He wants to speak with Constance.
I think that it would be best to invest in the food 3T
industry, in particular, healthy snacks. This is 4T
because more and more people are eating snacks, 5 F – He spoke with Jim a few weeks ago.
but they also want to keep fit and eat less sugar, 6 F – He doesn’t need anything from Jim now.
salt and fat, etc. I therefore think that this market
has great potential for expansion. 5C
Possible answers
6B Project: Casa Paradiso Grand Opening
1 history Meeting date: 15 September
2 set, up, when Event date: 1 October
3 reports
4 worth 1) Progress of hotel construction
5 strengths and weaknesses Discussion: The project is behind schedule.
6 Management The hotel won’t be ready until 15 October.
7 experience Decision: Change party date to 16 October.
8 employees Action: Send an email to guests explaining
9 Future the change.
10 risky
11 social 2) Update on guest list
Discussion: 125 people would like to attend,
but Casa Paradiso want to host 100.
Business workshop 3 Decision: Reduce guest list to 100.
Action: Choose 100 guests and confirm that
1
they can attend on 16 October.
1 It’s a boutique hotel.
2 because people are more and more interested
3) Special celebrity guest
in environmentally friendly businesses
Discussion: Lana Gabler-Jones signed the contract
but leaves for China on 2 October. If we change the
date, she won’t be able to attend.
2A
Decision: We need to cancel her contract and find
1a
another celebrity.
2d
Action: Contact Lana and try to cancel the contract.
3b
Search for another celebrity.
4c
4) Music
2B
Discussion: Can choose DJ or band.
1) ‘Save the date’ invitations to guest list – 2
Decision: Choose the band, if possible.
2) Contract with actress Lana Gabler-Jones – 1
Action: Contact band and confirm date.
3) Engineer to explain wind turbines – 4
4) Food order for the event – 3
5) Food
Discussion: The food order wasn’t placed in time
3A
and now the caterers aren’t available.
It was written after the meeting because it gives
Decision: Food can be rearranged for 16 October.
information about what Carlos and Lily discussed at
Action: Contact the caterers to check their
the meeting.
availability for 16 October.
3B
6) AOB
1 Yes, they did.
Information discussed: Wind-power electric system
2 email to guest list, email to Lana Gabler-Jones,
working well.
cancel engineer, ask Sarah to order food
Decision: Send pictures to guest list.
Action: Include pictures in email with date change.
4A
A (‘Dear Constance’) 2
B (‘Hi Sarah’) 4
C (‘Dear Jim’) 3

Answer key
Business workshop 4 5 wholesaler and distribution (not enough stock,

late deliveries), retailer (not enough retailers
1 stocking product)
1 skincare screams for sensitive skin types 6 warehouse and distribution (poor communication
2 Isabella Barco; because she couldn’t find suitable and organisation, low stock levels)
products for her sensitive skin
3 friends and mothers of friends 5
4 HappyPure may go global. Students’ own answers
6
2A Possible answers
keeping costs low, customer service what customers want from a face cream,
competitors, branding, visit the country, find out
2B more about the culture
1 effective
2 too long
3 existing Business workshop 5
1
3A
1 a textile manufacturer
1 because it was discovered in some food products
2 a fashion design company
in the UK, which caused a scandal
2 It started in a garage.
3B
2A
1 distribution
1 teens and early 20s who love technology
2 stock
2 €35 – not cheap, but OK for a premium product
3 trading
3 carry out more detailed market research, test the
4 quality
product with focus groups
5 organised
2B
4A
1 have already
1 supplier
2 think
2 farmer
3 have a few
3 retailer
4 customers
2C
5 neighbours
Positive feedback: looks amazing, really cool,
6 suppliers
good for being seen (cycling)
7 distribution
Negative feedback: feels like rough plastic, really
8 wholesaler
uncomfortable, smells strange/weird, difficult to
9 shops
wash
10 consumer
Suggestions: good for safety clothing, curtains,
wallpaper
4B
Possible answers
3A
1 warehouse (poor organisation), distribution (not
1 place
enough trucks), manufacturer (can’t get supplies to
2 product
produce enough, not enough production capacity,
3 target market
staffing issues), supplier (can’t supply enough raw
4 promotion
material)
5 price
2 supplier (inferior quality materials), manufacturer
(problem on production line, poor quality control)
3B
3 supplier (can’t supply materials), manufacturer
1 product
(problems with equipment or staff)
2 promotion
4 supplier (raw material prices increased),
3 price
manufacturer (staffing costs increased),
4 target market
warehousing and distribution (staffing or premises
5 place
costs increased, transportation – fuel costs
increased), wholesaler (wants bigger profit margin)

Answer key
4A 3B
a safety vest for cyclists 1 equipment; chemicals; poor ventilation; heat; staff
remove safety guards and fail to replace them; staff
4B leave things on the floor
Product: cycling safety vest 2 robots never forget; they always follow
Target market: not serious racing/sport cyclists – procedures; they don’t daydream or get distracted;
people who cycle to work they are never tired, angry or bored; they are never
Promotion: lifestyle magazines, online, social late for work or sick; they are always reliable,
media therefore profitable
Place: online, in bike shops, department stores 3 incorrectly installed/programmed, maintenance
Price: more than forty euros requirements
4 quick
5A 5 easy to hack; privacy
Student’s own answers
4A
6 1 Identify
Model answer 2 carpet
After detailed consideration of the marketing mix of 3 noise
several possible products, we have decided to carry 4 lighting
out further market research on a smart wallpaper. 5 backache
We have identified the target market as designers 6 Evaluate
and decorators who help people with home
decoration and design. We can price them at 4C
€48 per roll, so while it isn’t cheap, it will be popular Possible answers
as a premium product. We plan to make it available 1 Lifting heavy boxes
in high-end department stores and to promote it in 2 Injuries to back / Dropping boxes on feet
home decoration magazines. The next step will be 3 Warehouse staff
to test the product with focus groups. 4 There is training for staff and signs in the
warehouse showing them how to lift correctly.
5 People might forget to lift properly (and cause
Business workshop 6 injuries to themselves and others – quite likely
to happen)
1
6 Call company first-aider, call ambulance and take
1 It’s a company which designs and produces
to hospital; complete accident record sheet
accessories for electronic devices.
2 The company is going to move into a new office
1 Working near forklift trucks
building and factory.
2 Could be knocked over, vehicle could run
3 Possible answers: Maybe they have grown too
over feet
quickly and not had time. Maybe they forgot or
3 Warehouse staff
didn’t think it was necessary.
4 Training, warning signs and all vehicles must
4 Possible answers: He/She might bring in more
beep continually while they are moving
up-to-date digital technology. He/She will be able
5 Someone might turn off the warning beep so
to make sure that everyone follows the rules.
workers are not aware of vehicle – unlikely to
happen
6 Call company first-aider, call ambulance and
2A
take to hospital; complete accident record sheet
Possible answers
machines or material that could damage the eyes;
1 Using ladders
stairs; wet or slippery floors; machines that could
2 Falling from ladder / Ladder falling or slipping
catch clothing or fingers; smoke or dangerous
because no one is holding it / Dropping things
gases; noise from machines; forklifts or other
on workers below
vehicles; danger from things falling on you
3 Warehouse staff
4 Train staff about using ladders and put up signs
2B
reminding them of the procedures
5 Staff often use the ladder without someone
holding it and they can easily fall or ladder can
slip – could happen

Answer key
6 Call company first-aider, call ambulance and take 1.2 Factory

to hospital; complete accident record sheet Access to the factory should only be given to senior
staff and we should use fingerprint recognition for
5A access to increase security. A senior staff member
Possible answers must be responsible for any visitors they have to
Visitors may not be aware of the hazards in a the factory and they should inform reception when
factory and may not be trained to look out for them. visitors are coming. They must also sign in their
They may not have full protective clothing. They visitors at reception.
may not be trained in how to deal with hazards 2 Safety
(e.g. washing chemicals out of eyes). 2.1 Offices
All visitors should be warned not to touch office
5B equipment unless a member of staff is present.
Students own answers 2.2 Factory
There are more potential hazards for visitors in the
6B factory. The person responsible for the visitor must
Possible answers make sure that the visitor has read the safety rules
Group A: Safety before entering the factory. Visitors should wear
• ID badge protective clothing at all times and not go anywhere
• must have company rep with them at all times without a member of staff.
• personal protective equipment – protective In conclusion, we feel that these recommendations
glasses must be worn in machine area, wear will ensure that our premises are secure and that
solid, sensible shoes, no jewellery, no shorts, visitors are kept safe.
hearing protection
• follow pedestrian walkways / don’t leave group
• be careful of vehicles in factory / moving Business workshop 7
machinery
1
• don’t touch any machinery/equipment
1 It was founded by Alejandro Roja in his workshop
• tell them about fire procedures / what to do in
at home.
the event of a fire
2 It produces modern, stylish domestic and
• identify all hazards – forklift trucks, fumes from
commercial furniture made from sustainable woods.
a machine, signpost warnings
3 when the company expanded into Europe
• make sure they don’t put hands on moving
4 not enough wood / raw materials, late orders,
conveyor belts etc.
production line stopped due to equipment
• watch for hot or sharp surfaces
breakdowns, key staff have left / are leaving,
Group B: Security
customer services unable to deal with increased
• no videos or photos allowed
complaints
• wear visitor badge at all times
• do not take anything away from factory
• control access to confidential areas
2A
Possible answers
6C
Case history A – poorly; Reasons: staff not properly
Model answer
trained, front desk manager did not listen to the
Introduction
customer, manager did not have authority to make
We have been asked to prepare a visitor safety
decisions = too much control from top
and security report recommending new safety
Case history B – well; Reason: staff listened to the
and security procedures for visitors to the new
customer and did whatever they could to help –
premises. After completing a risk assessment,
well-trained staff, allowed to make decisions
the following actions are recommended.
Case history C – well; Reason: Executive Chef
1 Security
solved the problem creatively and helped the young
1.1 Offices
family
Firstly, only authorised visitors can enter our
Case history D – poorly; Reason: restaurant
premises. So security must be quick and effective.
delivered poor service but blamed the customers,
All visitors to the main reception should have their
criticising them publicly
photo taken and complete a form with basic
information so that a security identification badge
can be made. This must be visible at all times. We
also feel that mobile phones and cameras should
not be used in our premises.

Answer key
3A • contact the customer a few days / a week later

Email 1 to check that everything was resolved to their
1 chairs were delivered which were not ordered satisfaction.
and company hasn’t collected them even though At the same time you need to remember not to:
they said they would; now received an invoice for • get angry or argue with a customer.
the unordered goods • tell the customer their problem isn’t important.
2 customer services promises every day to collect • offer something you cannot deliver / make
but does nothing promises you cannot keep.
3 wants the company to collect the chairs (doesn’t • take too long getting back to a customer.
say in email, but must also want the invoice
cancelled)
Business workshop 8
Email 2
1
1 invoiced for order not completed
1 They manufacture aviation navigation equipment.
2 hasn’t yet replied to customer’s email sent
2 English
last week
3 communication problems
3 to complete the order or they will not pay
5 Possible answers: ask questions, repeat
4A
information using different words if possible,
1 Act
don’t rush
2 facts
3 contact
2A
4 priority
1b
5 a solution
2d
6 loyal
7 customer-facing
2B
8 training
1
9 respect
a South African, Vietnamese
10 records
b He expected to discuss business.
c That in Vietnam, people like to get to know each
5C
other before discussing business. Also, they rarely
Model answer
discuss work at dinner.
Information sheet for Customer Service staff
2
It is important that we deal with all problems in
a weekly
the same way. Therefore, we have prepared this
b monthly
information sheet to remind you of the key points
c outstanding
of good customer service.
You must remember to:
2C
• act quickly (social media posts should be dealt
Possible answers
with first as they can spread the fastest).
1 A Vietnamese businessperson would probably
• treat each complaint as a priority.
expect to spend some time getting to know people
• let the customer know that you care about them
he’s/she’s doing business with before talking about
and understand how they feel.
business. However, they would probably find that
• apologise for the customer being unhappy but
South Africans tend to talk about business
don’t admit liability until you have investigated.
straightaway – over meals, for example. The
• respond to all emails and posts immediately,
Vietnamese businessperson would probably
saying you are looking into the complaint.
feel that South Africans are very direct, which
• investigate the facts and get back to customer
might feel strange and uncomfortable.
as quickly as possible with a solution.
• offer more than they expect if possible.
• keep the customer informed of progress if it
3A
takes longer than you expected.
The plans for Frederik’s trip are going well. Mr Lau
• make sure you reassure other customers after
will be able to supply the new design model by the
negative social media posts by giving details
Saturday before Frederik’s Monday meeting.
of how you resolved the complaint.
• keep accurate records of the complaint and
the steps taken to resolve the situation.

Answer key
3B issue by arranging an informal weekend away for

1 There’s a problem with the design model. all employees at a beach resort, so people can get
2 No, he won’t, because the design model will to know one another. We think this will allow
arrive just in time. everyone develop a better understanding of their
co-workers and of the places we all come from.
4A We will be in touch again soon with more
1T information about the time and location of the
2F weekend away.
3T We will review the situation again after six months.
If you have any questions, please don’t hesitate to
4B get in touch.
1 knew
2 to show respect To all employees,
3 his own cultural understanding We are aware that recently many of you have felt
that communication among the offices globally has
4C at times been difficult. We would like to address the
Possible answers issue by offering employees more opportunities to
Frederik feels frustrated with the situation and work in offices outside their own country for two or
confused. He thinks Mr Lau should have sent the three months at a time. We feel that this will give
design model back to manufacturing as soon as employees an opportunity to see first-hand how
he realised there was a problem. He thinks Mr Lau other parts of the business work.
shouldn’t have waited to ask. We will be in touch again soon with more
Mr Lau feels that the team is working as it should information about how the programme will work.
and that the job will get done just in time. We will review the situation again after six months.
Both Mr Lau and Frederik have worked hard to If you have any questions, please don’t hesitate to
make sure the presentation will go well, and both get in touch.
want the company to succeed.
Neither is aware of how the other person thinks
and feels.
5
Possible answers
The email discusses the problem of communication
among the offices globally. It offers cross-cultural
communication training as a solution.
6B
Model answers
To all employees,
We are aware that recently many of you have felt
at times been difficult. We would like to address the
issue by gathering key employees from all offices
for a formal meeting to discuss ways to improve
communication. We think this will give everyone
a chance to explain the things that aren’t working,
and to work together to find solutions.
We will be in touch again soon with more
information about the time and location of
the meeting.
We will review the situation again after six months.
If you have any questions, please don’t hesitate to
get in touch.
To all employees,
We are aware that recently many of you have felt
at times been difficult. We would like to address the

Answer key
Review 1 Review 2
1 1
1 attitude 1 financial, card, tertiary
2 player 2 primary, agriculture
3 determination 3 manufacturing, secondary
4 thinking 4 automotive
5 outside 5 retail
6 goals 6 extraction, drilling
7 integrity
8 communication 2
1 was studying
2 2 had
1 adaptable 3 was working
2 resourceful 4 met
3 Dependability 5 was explaining
4 confidence 6 was
5 flexibility 7 owned
6 ambitious 8 offered
7 passionate 9 didn’t hear
8 independence 10 repeated
11 was waiting
3 12 interrupted
1 write
2 go 3
3 giving 1 sorry to interrupt
4 send 2 before we speak
5 using 3 just say something
6 list 4 Going back to
7 to find 5 for interrupting
6 Can I
4 7 I was making
1 long
2 Where 4
3 know 1 this
4 What 2 message
5 When 3 returning
4 call me back
5 5 get
1 Could you tell me more about your experience? 6 hearing
2 Can you put me in touch with the person
in charge? 5
3 I’d like to ask you a few questions about 1 know
the company. 2 involve
4 Thank you for your time. 3 meeting
5 How are you enjoying your new job? 4 decide
6 Could I give you a call next week? 5 organise
6 by
6
1 would like to
2 appointed as Review 3
3 similar position
1
4 hope to meet
1 milestone
5 feel free
2 setback
6 by email
3 anticipate
7 any questions
4 predict
8 to meeting you
5 risk

Answer key
2 4 local preferences
1 decision 5 consumer brand
2 construction
3 identify 2
4 solution 1 consumption
5 addition 2 specialise
6 suspend 3 preferable
7 investigate 4 standardise
8 attachment(s)/attached 5 growth
3 3
1 biggest 1 are sold
2 less quickly 2 was founded
3 as experienced 3 were employed
4 more experienced 4 was expanded
5 as hard 5 was built
6 larger 6 were, exported
7 least expensive 7 were shipped
8 as good 8 were opened
9 longer 9 are employed
10 better 10 is produced
4 4
1 up to speed 1 wonder if we could
2 need you to meet 2 a good moment
3 no problem 3 come to that
4 like you to think about 4 reminds me
5 compromise on 5 I forget
6 there’s no flexibility
7 can do it 5
8 Leave it 1 should
2 with
5 3 don’t
1 in progress 4 bad
2 Where 5 sure
3 latest 6 about
4 an update
5 doing 6
6 impediments 1 This
7 finish 2 deliver
3 unit
6 4 discount
1d 5 payment
2g 6 enclose
3e 7 thank
4a 8 supplying
5b 9 queries
6f 10 hesitate
7h
8c
Review 5
Review 4 1
1 automated
1 2 innovation
1 target territories 3 choice
2 marketing strategy 4 interacting
3 luxury goods 5 customised

Answer key
2 7 fit
1 stylish 8 handle
2 advanced 9 hold
3 friendly 10 record
4 well-designed 11 drops
5 dependable 12 injures
3 2
1 We’ve already built three factories this year. 1 must
2 They haven’t exported to the USA yet. 2 don’t have
3 Mr Kite has just become Sales Manager of 3 have
the Year. 4 didn’t have
4 Have you finished the designs for the new 5 must
product line yet? 6 didn’t need to
5 Has Liam just got a new job? 7 have to
6 The boss has just sent me an email. 8 Must we
7 I haven’t started my new job yet.
8 She has already finished the report. 3
1 must
4 2 have/need
1O 3 position
2C 4 Either
3O 5 unless
4C 6 relationship
5O 7 outcome
6C 8 see
7O
8O 4
1 from both sides
5 2 we proceed
1d 3 really appreciate
2e 4 suggestion is
3g 5 not happy with
4a 6 how you feel
5f 7 come to a compromise
6b 8 Why don’t we
7c 9 to an agreement
6 5
1 chose 1 Don’t
2 performed 2 Beware
3 impressed 3 Make
4 Another 4 not allowed
5 what 5 mustn’t
6 One 6 forget
7 downside 7 Watch
8 recommend 8 careful
Review 6 Review 7
1 1
1 pose 1 premium
2 issue 2 priority
3 visibility 3 body
4 masks 4 personal
5 resistant 5 satisfactory
6 defenders 6 demanding

Answer key
7 apologetic 3 performance
8 handling 4 benefits
5 transformation
2
1 about 3
2 with 1 will be
3 to 2 were
4 about 3 would think
4 wouldn’t spend
3 5 will have
1 waiting 6 does
2 to waste 7 would see
3 making 8 had
4 to pay 9 wouldn’t do
5 signing 10 will be
6 to refund
7 to tell 4
8 to find 1 sums
9 ringing 2 leaves
10 to help 3 understand
4 return
4 5 sum up
1 wanted to make sure
2 filled me 5
3 correct about 1 utmost
4 have to say 2 make
5 Let me speak to 3 priority
6 confident we’ll 4 off
5 schedule
5
1 should 6
2 suggest 1 This report aims to
3 Basically 2 It looks at why
4 come 3 it will make recommendations
5 What 4 One of the key problems
5 It was found
6 6 It also seems that
1 writing 7 It is recommended
2 for
3 take
4 helpful
5 sorted
6 once
7 in
Review 8
1
1 overloaded
2 checking
3 master
4 reply
5 catch
2
1 productivity
2 organise

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Business Partner B1 Coursebook © Pearson Education 2018 1

Business Partner B1 Coursebook © Pearson Education 2018 2

2 Once you have built rapport with someone, you

Business Partner B1 Coursebook © Pearson Education 2018 3

skills; show you are adaptable, resourceful, 1.5 Writing: Emails –

Business Partner B1 Coursebook © Pearson Education 2018 4

excited to be working with you all here in this 4

Business Partner B1 Coursebook © Pearson Education 2018 5

global warming: a general warming or cooling of 6

Business Partner B1 Coursebook © Pearson Education 2018 6

9A annoyed Jessica a little and would be careful not to

Business Partner B1 Coursebook © Pearson Education 2018 7

2.5 Writing: Emails – Action points Unit 3 Projects

Business Partner B1 Coursebook © Pearson Education 2018 8

Business Partner B1 Coursebook © Pearson Education 2018 9

4A 3.3 Communication skills:

Business Partner B1 Coursebook © Pearson Education 2018 10

Business Partner B1 Coursebook © Pearson Education 2018 11

Business Partner B1 Coursebook © Pearson Education 2018 12

Business Partner B1 Coursebook © Pearson Education 2018 13

4 that they will compete unfairly offering lower 7B

Business Partner B1 Coursebook © Pearson Education 2018 14

Business Partner B1 Coursebook © Pearson Education 2018 15

4.5 Writing: Letter confirming Unit 5 Design and

Business Partner B1 Coursebook © Pearson Education 2018 16

7 place 5 They’ve just made me Quality Assurance

4 5.3 Communication skills:

Business Partner B1 Coursebook © Pearson Education 2018 17

2A Cons: Beata doesn’t provide any details about the

Business Partner B1 Coursebook © Pearson Education 2018 18

The newly opened supermarket provides shoppers

Business Partner B1 Coursebook © Pearson Education 2018 19

Business Partner B1 Coursebook © Pearson Education 2018 20

5A 6.3 Communication skills:

Business Partner B1 Coursebook © Pearson Education 2018 21

5 Treat the other person and their opinions with

Business Partner B1 Coursebook © Pearson Education 2018 22

Business Partner B1 Coursebook © Pearson Education 2018 23

a hotel if your flight is delayed; customers will get 8

Business Partner B1 Coursebook © Pearson Education 2018 24

5 (This means I didn’t pay the bill.)

Business Partner B1 Coursebook © Pearson Education 2018 25

4 Mateo responds by pointing out that the 7e

Business Partner B1 Coursebook © Pearson Education 2018 26

5 Visualisation – draw pictures or diagrams to 3A

Business Partner B1 Coursebook © Pearson Education 2018 27

2 people not communicating clearly or not 2

Business Partner B1 Coursebook © Pearson Education 2018 28

Business Partner B1 Coursebook © Pearson Education 2018 29

Business Partner B1 Coursebook © Pearson Education 2018 30

Business Partner B1 Coursebook © Pearson Education 2018 31

Business Partner B1 Coursebook © Pearson Education 2018 32

Business Partner B1 Coursebook © Pearson Education 2018 33

Business workshop 4 5 wholesaler and distribution (not enough stock,

Business Partner B1 Coursebook © Pearson Education 2018 34

Business Partner B1 Coursebook © Pearson Education 2018 35

6 Call company first-aider, call ambulance and take 1.2 Factory

Business Partner B1 Coursebook © Pearson Education 2018 36