1. What do you do?

Talking about your work / Describing your job/ Asking about somebody’s job
Conversation
1 Jasmine Goodman is taking the visitors, John Carter and Paul Rogers, to the meeting
room. They are waiting for the lift. Read their conversation and watch the video. What
does Jasmine have to do in meeting?
John So what do you do, Jasmine?
Jasmine Oh, I’m Diane’s personal assistant so I answer the phone and manage her
schedule.
Paul Is she very busy then?
Jasmine Yes! She travels a lot. I book all her plane tickets and hotels.
John I see. And do you travel with her sometimes?
Jasmine No, not usually. I stay here and then I’m responsible for the office and deal
with any problems.
Paul You have a lot to do!
Jasmine Yes. And in meetings, of course, I take the minutes.
Paul ….and you look after visitors to the company.
Jasmine Yes, that’s right ! Ah, here it is. After you.
John Thanks.
Did you know?

You can say ‘skedule’ or ‘shedule’ with the word schedule. In American English it is ‘skedule’ but
with British English speakers you will hear both forms.

Understanding
Watch again. Are the sentences true (T) or false (F)?
1 Jasmine has lots of different responsibilities. T/F
2 Jasmine usually travels with Diane. T/F
3 Jasmine runs the meetings. T/F
4 Jasmine helps the visitors. T/F

Key phrases
Asking about and describing responsibilities
What do you do? I answer the phone.
Is(she)he /Are you busy? I reply to emails.
Do you travel with her? I’m responsible for..

I’m a personal assistant /salesman/ I deal with….

receptionist. I take the minutes at meetings.
 2

I book all her plane tickets /hotels. I look after guests/visitors.

Practice
2 Match the two halves to make word partners.
1 personal A with
2 responsible B to
3 take the c minutes
4 look D assistant
5 reply E for
6 deal F after
4 Match the two halves to make sentences.

1 I’m responsible A after visitors to the company.

2 My colleague makes B my work mobile after 6 0’clock.
3 The receptionist looks C to my emails.
4 I always reply D my flight reservations.
5 I don’t answer E for my boss’s appointments.

5 Complete the sentences with information about your own work.

1 I’m a ……………………………………………...
2 I’m responsible for………………………………….
3 I look after…………………………………………
4 I reply to …………………………………………..
5 I deal with…………………………………………

Language tip

When visitors ask you questions about your job, give as much information as you possibly can to
keep the conversation going. Give full answers, for example, Yes. And at meetings I take the minutes
not Yes, I do.

Speaking
6 A visitor asks you about your job. Play Track 06 and speak after the beep. Then listen to
Track 07 to compare your conversation.

Visitor So, what do you do?

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 3

You (Answer the question.)

Visitor I see, that’s interesting. Are you very busy?
You (Answer the question.)
Visitor And are you responsible for anything?
You (Answer the question.)
Visitor Do you do anything else?
You (Answer the question.)

2. Small talk
Making conversation /Checking things are ok/ Finding out what people like
Conversation
1 Jasmine is talking to John and Paul while they wait for Diane Kennedy, her boss. Read
their conversation and watch the video. Does Diane arrive for the meeting?
Jasmine So, how was your flight?
John Oh, it was fine. But we had to check in very early this
morning at Frankfurt airport.
Jasmine Oh yes, airport security takes such a long time these days.
How’s the hotel?
Paul Very nice. Thank you for making the reservation for us.
Jasmine My pleasure.Is this your first time here?
John Well, not to London, of course. But it’s our first time to your
company.
Paul Yes. And we’re very interested in your products.
Jasmine Good.How long are you staying in London?
Paul A week.What should we do at the weekend?
Jasmine Mmm….do you like football? You know, soccer?
John Yes, very much.
Jasmine Would you like to see a Chelsea match this weekend? I
could get you some tickets.
Paul Thank you, that’s a great idea!
John Fantastic!
Jasmine You’re welcome. By the way, I’ve made reservation for
Lunch for you and Diane at a French restaurant near
here. Is that OK?
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John Excellent! Thank you.

Paul That sounds great.
Jasmine Good.Well, I’ll find out where Diane is and let her know you’re
here.
Paul Fine.
Did you know?

Soccer in American English is called football in British English. Football in American English refers
to American football.

Understanding

1 Watch again and answer the questions.

1 Where did John and Paul fly from?
2 Who made the hotel reservation for John and Paul?
3 Have they been to Lowis Engineering before?
4 What does Jasmine offer to organize for the weekend?
5 Where will they have lunch today?

Key phrases
Making small talk

How was your flight/trip/journey? Do you like…?

How’s/ How is the hotel? Would you like to ..?
Is this your first time here? I’ll find out where ..is and tell her
/him you’re here.
How long are you staying in..?
What should we do…?

Practice
3 Join the two parts of the sentences together.
1 How was A Where Mr Brown is?
2 How is B time in Paris?
3 Is this your first C the hotel?
4 How long are D your flight?
5 Do you E do in the evening?
6 What should we F you staying in Berlin?
7 I’ll check G like Italian food?

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 5

2 Write the questions to go with the answers.

1 ………………… No, I often come here.
2 .......................... It is very comfortable. And close to the centre!
3 ………………… Terrible. The weather was bad.
4 ………………… Theatre? Yes, I do. Very much.
5 ………………… The Lion King? Yes, I would.
6………………… Only three days, unfortunately.

Language tip

Use Do you like…? When you want to know somebody’s opinion, for example,
Do you like football?
Use Would you like ..?to make an offer, for example, Would you like a cup of coffee?
Use By the way when you want to change the topic of conversation.
When someone says Thank you, reply with My pleasure or You’re welcome.

Speaking
3 Make small talk with a visitor from London. Read the instructions and talk to your
visitor while you are waiting for your boss to arrive. Play Track 10 and speak after the beep.
You start. Then listen to Track 11 to compare your conversation.

You (Ask about the flight from London.)

Visitors Oh, not very good. The weather in London is terrible at the moment.It’s nice
to see some sunshine here.
You (Agree. Ask about her hotel.)
Visitor It is very nice. Thank you for organizing it.
You (Reply then ask if she has visited your town before)
Visitor Yes, this is my first time. What should I do in the evening?
You (Ask if she likes your country’s food.)
Visitor Very much!
You (Ask if she wants to try a local restaurant this evening.)
Visitor Oh, yes!Very much. Thank you.
You Reply. Then ask how long she is staying in your town.
Visitor Until Friday. Then I fly back to London.
You Offer to go to find your boss.
Visitor Thanks a lot.
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 6

3. Introductions

Making introductions/ Meeting people/ Using first or given names

Conversation
1 Jasmine finds her boss, Diane Kennedy, and brings her to meet two visitors.
Read their conversation and watch the video. Why doesn’t Diane introduce Jasmine to
Paul and John?
Jasmine Here she is! Diane, I’d like to introduce John Carter and Paul Rogers from
Australian Power Utilities.
Diane Nice to meet you!
John Nice to meet you too, Ms Kennedy. I’m John Carter.
Diane Please, call me Diane!
John Fine, Diane.And I’m John. This is my colleague Paul Rogers.
Paul Pleased to meet you, Diane.
Diane Pleased to meet you too, Paul. And I see you’ve met my assistant Jasmine
already. I’m very sorry I’m late.
I’m afraid my last meeting went on for a while.
John Oh, don’t worry Jasmine took care of us.
Diane Good. So, please have a seat.
Paul Thanks.

Did you know?

Sometimes people say How do you do? When you meet them for the first time but it is a
bit formal. The correct reply is also How do you do? It is not a real question.
Understanding

2 Watch again. Are the sentences true (T) or false (F)?

1 John and Paul have met Diane before. T/F

2 Diane is very apologetic about being late T/F
3 Diane was in a long meeting. T/F
4 Diane asks John to use her first name. T/F

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 7

Key Phrases

Introductions
I’d like to introduce …from…? This is my colleague..
Nice to meet you. Pleased to meet you.

Nice to meet you too. Pleased to meet you too.

Please, call me… I see you’ve met already.

Fine. And I’m…

Practice

3 Put the words in the sentences into the correct order.

1 to John meet Nice you,
………………………………………………..
2 is Diane colleague, This Kennedy my
……………………………………………….
3 meet to you Nice too
……………………………………………….
4 Carter see you’ve already my manager I John met
………………………………………………..
5 Ms to meet you, Pleased Goodman
………………………………………………..
6 Jasmine me call please
…………………………………………………
4 Complete the sentences.
1 Fine. And ……….…..Paul.

2 I see you’ve met Diane…………..…

3 This ………..…..my…..…..….John.

4 Nice to meet you……………..

5 I’d ……….….to ……………Paul Rogers from APU.

6 Please……………..me Paul.

5 Put the sentences into the correct order to make a conversation. Then listen to
Track 12 to check your answers.

Mr Kline OK, but it was a bit late taking off.

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 8

Diane Nice to meet you, Mr Kline.

Mr Kline Nice to meet you too. But please call me Mike.

Jasmine Diane, can I introduce you to Mr Kline?

Mr Kline Thank you.

Mr Kline No, thanks.

Diane So how was your flight?

Diane And would you like some coffee?

Diane Of course. And I’m Diane. Would you like to take a seat?

Language tip
Always check that visitors have been introduced to everybody in the room. Notice
how Diane does this with And I see you’ve met my assistant Jasmine already.

Speaking

6 You are meeting a visitor to your company. Your colleague introduces you. Play Track
13 and speak after the beep. Then listen to Track 14 to compare your conversation.
Colleague So here we are! I’ d like to introduce Lee Toms from DPU.
You ( GreetMr Toms.)
Lee Nice to meet you too but please call me Lee.
You (Tell him your first name and ask him to take a seat.)
Lee Thank you.
You (Apologize for being late.)
Lee No problem.
You (Offer coffee)
Lee No, thanks.
You (Ask about Lee’s journey.)
Lee It was fine. No problem.

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 9

4. An Inquiry by Email

Writing a formal email / Explaining what you need / Asking for information

Email

1 Jasmine Goodman from Lowis Engineering is organizing a conference. Who is she writing to?

From; jasmine.goodman@lowis.com

To: info@anchorhotels.co.uk

Date: February 7

Subject: Event for Lowis Engineering

Dear Sir or Madam

I am writing to ask about conference facilities at your London hotel.

On May 3, Lowis Engineering is organizing an event for 500 major customers. We would like to
demonstrate some of our equipment and present information about our products to our guests. Please
let me know if your conference facilities are available on this date.

I would be grateful if you could send me information about the presentation equipment, room sizes
and catering facilities in your hotel. Please include a telephone number and a contact personal I can
call to discuss details.

I look forward to hearing from you.

Yours faithfully

Jasmine Goodman

Lowis Engineering

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 10

Did you know?

In American English, when you do not know the name of the person you are writing to, you begin an
email like this To Whom It May Concern and finish Best regards. In British English you begin Dear
Sir or Madam and end Yours Faithfully, as above.

Understanding

2 Read the email again and choose the best answer A, B or C for each question.

1 Lowis Engineering is organizing a conference for;

A tourist in London

B company staff

C people it does business with

2 May 3 is the date when:

A Jasmine is writing the email

B the conference will take place

C the hotel says the conference can take place

3 Jasmine wants:

A the name of somebody at the hotel

B to visit the hotel

C to check the costs

Practice

3 Join the two parts of the sentences together.

1 Please let me know A to ask you about your prices.

2 I would be grateful if B like to organize an event.

3 I am writing C if you can meet me.

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 11

4 I look forward to D a photograph to the facilities.

5 We would E meeting you soon.

6 Please include F you could organize a meeting

4 Put the words in the sentences into the correct order.

1 your include address Please number telephone and

…………………………………………………

2 like would to We to invite you presentation a

…………………………………………………

3 I be grateful could you if send brochure us would a

…………………………………………………

4 let me is know for this time you possible Please if

………………………………………………..

5 I forward look to Tuesday seeing on you

………..…….…………………………………

5 Read this email from Jasmine to an event management company. Find and correct the mistake in
each numbered line.

Dear Sir or Madam

(1) I writing to ask if you can organize an event for us in London.

(2) On May 3, Lowis Engineering is organize an event for approximately 500 major

(3) customers and business partners. We will like to demonstrate some of our equipment and present
information about our products to our guests.

(4) Please lets know if this date is possible.

(5) I could be grateful if you could send me information about your services and

(6) prices. Please includes a telephone number and a contact person I can call.
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 12

(7) I look forward to hear from you.

Your faithfully

Jasmine Goodman

Language tip

Use the present continuous tense to talk about what you are doing now, for example, I am writing to
ask about … and to talk about future plans, for example, On May 3, Lowis Engineering is organizing
…

In formal emails use the uncontracted forms, for example, I am writing… not I’m writing …or I
would be grateful … not I’d be grateful…

Writing

6 Your boss, Joanna Timms, wants you to write an email. Use your notes to help you. You work for
Crayton Car Rentals.

Write to the Event Manager, Carlton Hotel.

We need a large room for our Annual General Meeting in New York:

Date: April 19

Numbers: 300 guests

We need information about;

1) Room size

2) Presentation equipment

3) Catering

4) Costs

5. A Reply to an Anquiry

Sending information / Describing special offers/ Providing contact details

Email

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 13

1 Jon Martin from Anchor Hotels writes an email to Jasmine Goodman to tell her about their
conference facilities. What special offer does he mention?

From: j.martin@anchorhotels.co.uk

To: jasmine.goodman@lowis.com

Date: February 8

Subject: Re: Event for Lowis Engineering

Dear Ms Goodman

Thank you for your email of February 7. With reference to your request for conference facility
information, please find attached a PDF file with a description of our London hotel. The information
can also be seen online at www.Anchorhotel.com.

I am pleased to inform you that we are offering a discount of 25% for any reservation made before
the end of February. We still have rooms available for the date of your conference, May 3. If you
would like further information about our services, please contact me on 020 8307 4001.

Yours sincerely

Jon Martin Conference Manager - Anchor Hotels

Understanding

2 Read the email again. Are the sentences true (T) or false (F)?

1 Lowis Engineering is organizing a conference for February 7. T/F

2 The hotel information can only be found on the website. T/F

3 If Jasmine makes a reservation before March 1, she can T/F

get a discount.

4 The hotel is fully booked on May 3. T/F

5 Jon Martin is the conference manager at Anchor Hotels. T/F

Practice
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 14

3 Complete the sentences with words from the box.

available conference facilities contact

discount price information email

1 Our company is offering a ……........ of 10%.

2 Thank you for your ..................... of October 19.

3 Please find enclosed.................... for our conference rooms.

4 With reference to your request for .................. information, please find attached a brochure as a
PDF file.

5 Please ........................ me on 0207 98 5151.

6 I am pleased to inform you that we have a meeting room ...................... on March 27.

4 Put the words in the sentences into the correct order.

1 you 0207 98 5151 like further on would information, if contact

me ..............................................................................................

2 the aim inform pleased to you that this date is available

…………..............................................................................

3 morning thank your for you phone call this

..............................................................................................

4 find service our information Please attached

...............................................................................................

5 reference of to 27 your With email March

..............................................................................................

5 Put the sentences in this email to Jasmine Goodman from another hotel in the correct order.

Dear Ms Goodman

Please find enclosed information about our conference equipment and prices. [ ]

Workplace English
 15

With reference to the date of event, we have rooms available at that time. [ ]

Yours sincerely [ ]

If you would like further information, please let me know. [ ]

Thank you for your phone call to my assistant this afternoon. [1]

We are pleased to inform you that we have a special offer for catering facilities in May. [ ]

Priti Makesch

Writing

6 You work in a hotel. Listen to Track 15 to hear this voicemail from your boss, Fran Stein, and
then complete the email to the customer.

From: You

To: b.carter@sapu.com

Date: February 9
Workplace English
 16

Subject: Meeting March 27

Dear Mr Carter

With reference to your email this morning, we have...

We look forward to hearing from you.

Yours sincerely

6. Invitations

Writing invitations / Describing events / Giving information about events

Emails

1 Jasmine Goodman is inviting different people to the Lowis event that she is
organizing.What is the difference between the two emails?

A
Dear Mr Cao

I am writing on behalf of Diane Kennedy, Sales Director for Lowis

Engineering. We would like to invite you to our Lowis event on
Thursday, May 3 from 12 pm to 6 pm, followed by dinner, at the Anchor
Hotel, London.

At the event, we are presenting our newest products to our major

customers and partners. It will be an opportunity for you to meet and
talk to our top engineers and designers.

PleaseEnglish
Workplace find attached an agenda for the day and the venue. We hope you
are able to attend and we look forward to meeting you on May 3.
 17

B
Dear John

Diane asked me to write to you. On May 3 we are organizing a Lowis

event for our major customers and partners to present our latest products
at the Anchor Hotel, London. It starts at noon and there will be a dinner
in the evening. Are you free on this date, and would you and Paul
like to come?

The agenda for the day and the location details are attached. I hope to
see you on May 3.
Did you know?
Best wishes
Another way to say noon in British English is midday.

Understanding
2 Read the emails again. Are the sentences true (T) or false (f)?
1 Jasmine is writing for Diane. T/F

2 The event is for the whole day. T/F

3 After the event, the visitors can do something together. T / F

4 In the second email, Jasmine only invites John. T/F

Key phrases
Invitations
I am writing on behalf of … . (formal) X asked me to write to you.
(informal)
We would like to invite you to … . (formal) Are you free on this date / at this
time /in June(informal)?
It will be an opportunity for you … . (formal)
We hope you are able to attend … . (formal) Would you like to come? (informal)

Workplace English
 18

We look forward to meeting you / seeing you I hope to see you on …. (informal)
there. (formal)

Practice

3 Put the words in the sentences into the correct order.

1 Chairman It will an to our opportunity be for you meet

2 Thursday like to would invite you meeting to a on We

3 lunch to you like Would to come

?
4 hope able you We are to conference attend the

5 Are o’clock free at 6 meeting you for a

?
4 You are writing an email to a colleague of yours to invite him to dinner at the weekend.
Some of the phrases in the email are too formal. Change the numbered phrases to
something more informal. Remember that in some cases, a question can be used to make
a suggestion.

Dear Marcus

We would like to invite you

and Sally to dinner on Saturday.
I’ve asked Janette and Freddy
too so it should be good.(1) 1………………....?
We hope you are able to attend
and we look forward to meeting
you then. (2)
2……………….... .
Language
Yours tip
sincerely (3) 3………………....
Use. in with months and seasons, for example,in January, in the summer.
UseKaty
onwith days of the week, for example, on Saturday.

Workplace English
 19

Use at with exact time,for example, at six o’ clock.

Use at with public holidays, for example, at Christmas (time).
In British English, use at the weekend, and in American English on the weekend.

Writing

5 Your boss, Joanna Timms, wants you to invite a very important customer to a meeting
and then lunch. Use your boss’s notes to write the invitation.

Please write to Helmut Probst, Order Manager at

Tycoil Electronics. Invite him to our key customer
meeting. Thursday morning, April 7. I want him to
meet out Managing Director, Tim King, and the sales
7. Replies to invitations
Acceptingteam.
an invitation / Saying no to an invitation / Giving reasons
Emails Then I will take him to lunch at the Ritz.

1 Look at these three replies to Jasmine Goodman’s invitations to the Lowis Engineering
Thanks!
event. Who accepts the invitation and who doesn’t?
A Joanna – Sales Director, CMCX Ltd
Dear Ms Goodman

Thank you for your invitation to my manager, Mr Cao, for the event at Lowis
Engineering on May 3. Mr Coa is pleased to accept your invitation and will attend from
12.00 until 18.00 and the dinner event at the Anchor Hotel.

Yours sincerely

Jenny Chang

B Dear Ms Goodman
With reference to your email of March 7, unfortunately Ms Schmidt is
unable to attend the Lowis Engineering event on May 3 due to a
business trip on that date. We wish you success with your event.
Best regards
Eva Fleck
C Hi Jasmine

Thanks for the invitation to the event on May 3. I’m afraid I can’t come because I’m on
vacation at the time. But Paul is free and he is looking forward to seeing you and Diane
again. I hope everything goes well.
Workplace English
Regards

John
 20

Understanding

2 Read the emails again. Find somebody who:

1 is on holiday on May 3.
2 will come to all of the Lowis event.
3 is on a business trip.
4 is looking forward to seeing Jasmine and Diane.

Key Phrases

Accepting or declining an Invitation

Thank you for your invitation to…. Unfortunately, XYZ is unable to

Thanks for the invitation to… attend …due to…

XYZ is pleased to accept your invitation. I’m afraid I can’t come because…

XYZ is free and is looking forward to We wish you success with your event.

seeing… I hope everything goes well.

Practice

3 Look again at the phrases in the key phrases box. Write F (formal) or I (informal)
against each phrase.

4 Complete the sentences with information from the box.

attend due free because of pleased success

1Mr Carter is unable to the conference.

2 I wish youwithyour workshop.

3Ms Kennedy isto accept your invitation.

4 This is to another appointment.

5 I’m on May 3 and I’m looking forward to being there.

6 I can’t be there a business trip.

Workplace English
 21

5 Put the words in the sentences into the correct order.

1 you for on invitation Thank the to Friday meeting the

2 hope goes everything We on Friday well

3 to Goodman a business Ms is attend unable trip to due

4 Mr invitation Rogers your pleased to is accept

6 A colleague has been invited to a sales conference by a supplier to see their latest
products. She has written an email but she wants you to check it. The highlighted parts
are too informal. Rewrite the highlighted parts more formally.

Dear Mr Hunter

Thanks a lot for the invitation to your sales conference on September 12. (1)
Unfortunately, I am unable to attend due to a business trip.
But my colleague, Jasmine Goodman, is free and will be there.(2)
I hope everything goes well.(3)

Regards (4)

1
2
3
4

Language tip

If you can’t accept an invitation, always give a reason why, for example, due to a
business trip or because I’m on holiday (UK) / vacation (US). Use something like
unfortunately or I’m afraid to make your reason sound more polite.

Writing

7 You have an invitation to an anniversary. Write an answer either accepting the

invitation or explaining why you can’t go.

Dear Mr Rogers

We would like to invite you to our company’s 25th Anniversary on Thursday July 6
from 6 o’ clock until midnight, followed by fireworks.

Please find attached information about the day. We hope you are able to attend and we
look
Workplace forward to seeing you on July 4.
English
Yours sincerely

Katy Jones
 22

8. Incoming Calls

Answering the phone / Explaining somebody is not available / Calling back

Telephone calls

1 Listen to the two telephone conversations. Which department does Alan want? Why can’t Diane
answer the phone?

A Sally Lowis Engineering, Sally Tyrone speaking. Can I help you?

Alan Hello, this is Alan Jay from Texas Consultants. I’d like to speak to somebody

in your Sales Department, please.

Sally ------------------------------------------------------------ Ms Kennedy. … Hello, Mr Jay?

-------------------------------------------------------------------------------------------------------?

Alan Er, yes,ok.

Sally ----------------------------------------------------------------------------------------------------?

Alan Hm. All right. Goodbye.

Sally Goodbye.

B Jasmine Diane Kennedy’s phone, Jasmine Goodman speaking.

John Hello, Jasmine. John Carter from APU here. Is Diane there?

Jasmine Oh hi, John. ----------------------------------------------------------------------------.

She’s in a meeting.

John Oh, I see. I need to speak to her today.

Jasmine Well, the meeting is until 11 o’ clock. Can you call back later?

John Yes, OK.--------------------------------------- 11.30. Is that OK?

Jasmine Yes, that’s fine.

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 23

John Good. Thanks, Jasmine. Bye.

Jasmine Bye, bye John. -----------------------------------------------------.

Understanding

2 Listen again and choose the best answer A, B or C for each question.

1 Alan can’t speak to Diane because:

A. she isn’t there

B. she doesn’t want to speak to him

C. She’s talking to somebody else on the phone

2 Sally asks Alan:

A. to hold on to the phone

B. to wait for a moment

C. to put the phone down

3 John wants to:

A. visit Diane today

B. speak to Diane today

C. have a meeting with Diane

4 John says:

A. he will call back

Workplace English
 24

B. send an email

C. wait for a call from Diane

Practice

3 Join the two parts of the sentences together.

1. I’ll put you through A. you later.

2. Can you B. available at the moment

3. I’ll call back C. to Jasmine Goodman.

4. I’m afraid she’s not D. still on the line.

5. I’m afraid she’s E. hold?

6. Speak to F. hold.

7. Please G. this afternoon

4 Put the words in the sentences into the correct order.

Workplace English
 25

1 sorry moment busy but Mr at I’m Carter’s line is the

2 boss later will My call back

3 afraid on a he’s business I’m trip

4 you back morning call Can tomorrow

5 put through the you to Sales I’ll Department

5 Write a sentence on the left to go with the response on the right.

1 Ok. I’ll call back after lunch then.

2 She’s in a meeting? How long for?

3 The Sales Department? Yes, thank you.

4 No, I can’t hold. I’ll call back later.

5 Still engaged? OK, I’ll hold

Speaking

6 A customer calls your company to speak to a colleague. Play Track 17 and speak after the beep.
Then listen to Track 18 to compare your conversation.

Customer Can I speak to Mr Rogers, please?

You [Tell him Mr Rogers is in a meeting.]

Customer Oh, I see. Well, can I speak to Pauline Coates in the Sales

Department?

You [Tell him you will put him through.]

Customer Thanks.

You [Apologize and tell him that Ms Coates’ line is busy.]

Customer Oh, I see.

You [Ask if he wants to hold.]

Customer Hmm, I don’t think so.

You [Ask if he can call back later.]

Customer Yes, OK, thank you. Bye.

You [Say goodbye.]

Workplace English
 26

Now you can

Answer the phone

Explain that somebody is not available

Ask somebody to call back if the line is busy

9. Outgoing Calls

Asking to speak somebody / Checking telephone numbers / Thanking people

Telephone calls

1. Jasmine Goodman from Lowis Engineering wants to call three people to check arrangements for
meeting. Listen to her side of the telephone conversations. Does she speak to the people she wants to
contact?

Jasmine Ah, Good morning. Could I speak to Alan Jay, please?...He’s in a meeting. OK, I’ll call
back later…. Is 12 o’clock OK?... Great! Can you give me his extension number, please?... 8 – 6 – 5
– 1. Well, many thanks for your help!

Jasmine Hi, I’d like to speak to Andrea Schmidt, please…. Hello, Ms Schmidt. This is Jasmine
Goodman calling from Lowis Engineering…. I’m calling about our meeting next Wednesday in
London. I just want to check if that is OK for you. … Good. Well, thanks very much, Ms Schmidt.
… See you next week. Goodbye.

Jasmine Hello, my name’s Jasmine Goodman from Lowis Engeering. Can you put me through to Mr.
Johansson, please?... Oh, on a business trip?... Um … can you give me his mobile number, please?
… 00 49 1552 8896441.

And can you give me his land line number also? … I see, so that’s 00 49 899 315 96021. …All
right. Well, thanks a lot.

Understanding

2 Listen again and answer the questions.

1 Does Jasmine have Alan’s direct telephone number?

2 What reason does Jasmine give for calling Ms Schmidt?

3 Why can’t Mr Jahansson speak to Jasmine?

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Practice

3 Match the questions and statements to the replies.

1 Can you give me his extension? A My pleasure.

2 Well, thanks very much! B What time today?

3 Could I speak to Ms Kennedy? C It’s 4155.

4 I’d like to speak to Mr White. D Hi, Paul!

5 I’m calling about our meeting today. E I’ll put you through to him.

6 This is Paul Rogers calling from APU. F I’m afraid she’s in a meeting.

4 Put the words in the sentences into the correct order.

1 you to Can me through put James please Harris,

-------------------------------------------------------------------------?

2 calling month about I’m the conference next

-------------------------------------------------------------------------?

3 I number flight want to check just your

-------------------------------------------------------------------------?

4 you mobile give Mr Can Carter’s me number

-------------------------------------------------------------------------?

5 I Please speak to could White Kate

-------------------------------------------------------------------------?

6 Antony much very Well, thanks

-------------------------------------------------------------------------?

5 Jasmine phone Anton White in Paris to check if he is coming to the meeting at Lowis Engineering.
Put the sentences into the correct order to make a conversation. Then listen to Track 20 to check.

Jasmine Could I speak to Mr White, please?

White Hello, Jasmine.

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Jasmine Oh, good! Well, thanks a lot, Mr White and see you next week.

Bye.

White Anton White.

Jasmine Hi Mr White, this is Jasmine Goodman calling from

Lowis Engineering.

Jasmine I’m just calling about the meeting next Tuesday at 10 o’clock.

I just want to check if the time is OK for you.

Receptionist I’ll put you through.

White This time is fine. No problem at all.

Jasmine Bye.

White See you then. Bye.

Speaking

6 You want to try to call your contact at a hotel to arrange a meeting. Play Track 21 and speak after
the beep. Then listen to Track 22 to compare your conversation.

Receptionist Apelles Hotels, how can I help you?

You [Give your name and company and ask to speak to Cindy Fox.]

Receptionist I’ll put through. … Oh, I’m sorry she’s on a business trip.

You [Ask for Ms Fox’s mobile phone number.]

Receptionist Yes, of course. It’s 0155 289 6645.

You [Repeat the number, thank the receptionist and say goodbye.]

Receptionist Goodbye.

Now you can

Make a phone call

Check telephone numbers

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Thank somebody on the phone

10. When Things Go Wrong

Checking deliveries / Dealing with delivery problems/ Asking for information

Telephone calls

1 Jasmine Goodman has to make a phone call to a catering supplier, Benji’s, and to a package
delivery company, TPS. What are the two problems?

A Benji’s Benji’s Catering, can I help you?

Jasmine Yeah, this is Jasmine Goodman from Lowis Engineering. I’m calling about an order for
food I made for today.

Benji’s Yes?

Jasmine There’s a problem with the lunch time special executive menu for ten I ordered. You sent
the wrong delivery.

Benji’s What did you receive?

Jasmine Er, let me see the delivery note. Ah yes, the children’s party special.

Benji’s Ah, I see.

Jasmine Could you pick it up from our office?

Benji’s Yes, of course.

Jasmine And can you give us a refund, please? We really don’t need the lunch special now.

B TPS Thank you for calling TPS. To arrange a pick up, press 1. For the latest information on a
package sent with TPS, press 2.

Tony TPS, good morning. This is Tony speaking, how can I help you?

Jasmine Oh, hi. My name’s Jasmine Goodman. It’s concerning a package I sent to Singapore.
Something’s gone wrong with the delivery. It hasn’t arrived yet.

Tony OK. Can I have your tracking number, please?

Jasmine Er, it’s MU 76344 HJ.

Tony Let me just check for you. … Yes, sorry to keep you waiting. I’m afraid it’s been delayed. It’s
in the Singapore depot at the moment. Apparently, there was a problem with the delivery address.

Jasmine Oh, really? What’s happened to it?

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 30

Tony It seems the house number didn’t exit. Can I check it with you? Was it to 40 Golden Orchard
Road?

Jasmine No, 14!

Tony Right – one four. I see.

Jasmine Can you tell me when it’ll be delivered?

Tony We’ll put it on a truck right away so it will arrive today. I sincerely apologize for any
inconvenience.

Understanding

2 Listen again to the two conversations. Are the sentences true (T) or false (F)?

1 Jasmine didn’t make an order to Benhi’s Cartering. T/F

2 Jasmine wants Benji’s to pick up the order. T/F

3 Jasmine wants money back from Benji’s. T/F

4 Jasmine is waiting for a package from Singapore. T/F

5 The package is still in London. T/F

6 TPS had the wrong address. T/F

Practice

3 Join the two parts of the sentences together.

1 Something’s gone wrong A to our order?

2 What’s happened B the delivery.

3 Can you give C up the package?

4 There’s a problem with D with the reservation.

5 Could you pick E me a refund?

4 Put the words in the sentences into the correct order.

1 you package me when Can you will collect the tell

………………………………………………….?

2 equipment our order concerning for It’s office

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…………..…………………………………….. .

3 the delivered wrong with package Something is you

……………………………………………….. .

4 my concerning LO 743 KL package, tracking It’s number

……………….………………………………….. .

5 our happened to What’s delivery

…………………………….………………….. ?

6 sent to the company wrong You delivery our

.................................................................... .

5 Complete the sentences on the left that go with the response on the right. Use the Key phrases box
to help you.

1 ………………… arrive? The truck is on its way to you now, sir.

2 Can you ………………? Yes, of course. How much did you pay?

3 ……………….. …it up? No problem. When is a good time?

4 What’s………………..? Can I have your tracking number, please?

5……….. wrong……… . Oh, what did we send?

Speaking

6 You call a supplier to complain about a delivery. Play track 25 and speak after the beep. Then
listen to Track 26 to compare your conversation.

Supplier Jackson Office Supplies. How can I help you?

You [Give your name and company. Say you have a problem with an order you made last
week.]

Supplier I’m sorry to hear that. Can you give me the order number?

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 32

You [JYG 723 / 19 / BP. Say they sent the wrong ink for the printers.]

Supplier Oh, I see.

You [Ask them to pick up the wrong ink and bring the right ink – TP2000.]

Supplier No problem.

You [Ask when they will come.]

Supplier I think tomorrow should be possible. Is that OK?

You [Say that’s OK and goodbye.]

Now you can

Check deliveries

Describe delivery problems

Ask for information about deliveries

11. Telephone Messages

Taking messages / Leaving messages / Confirming information

Telephone calls

1 Jasmine Goodman has to answer her boss’s telephone this week. Listen to extracts from three
telephone conversations. Where is Diane?

Jasmine I’m sorry, Ms Jones, but she’s not here. She’s back on Monday next

week.

Tina OK. Well, -------------------------------------------------?

Jasmine Yes, of course.

A Jasmine Jasmine Goodman.

Alan Good morning, Jasmine. This is Alan Jay from Texas Consultants.

I’d like to speak to Diane Kennedy, please.

Jasmine I’m afraid she’s away this week, Mr Jay. -----------------------------------?

Alan Yes. Can you tell her I’m flying to London next week and I’ll see her at
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 33

the sales conference?

Jasmine -------------------------------? You’re coming to London next week and you’ll

see her at the sales conferences.

Alan Yes, that’s right.

B Jasmine Hello, Jasmine Goodman.

Tina Hi, Tina Jones here, Jasmine. Can I speak to Diane, please?

Tina Tell her I can come to the meeting on the 14th and that my colleague, Marco Toncini, is
coming too. But we won’t get to you until 10 o’clock. Our flight from Milan only arrives at 8.30.

Jasmine All right,-------------------------------------: you and Mr Toncini will be at the meeting on

the 14th from 10 o’clock. Is there anything else I can help you with?

C Jasmine Jasmine Goodman.

Mark Hello, Jasmine. It’s Mark Pole here.

Jasmine Hi, Mark.

Mark Is Diane in the office?

Jasmine She’s on holiday this week, Mark. --------------------------------------------------?

Mark Well, you can tell her I called, but I also want to send her an email.

Could you give me her email address?

Jasmine Yes, of course. It’s diane.kennedy@lowis-engineering.com.

Mark -------------------------------------------: diane dot kennedy at lowis hyphen

engineering dot com.

Jasmine Right. And I’ll tell her you called.

Understanding

2 Listen again and find the mistakes in the messages Jasmine writes for Diane.

Telephone message 1

From: Alan Jay To: Diane Kennedy

Mr Jay is flying to Liverpool next month and will see you at the sales conference.

Telephone message 2

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 34

From: Tina James To: Diane Kennedy

Ms James is coming to the meeting on the 4th with her colleague Marco Toncini. She will arrive at
10 o’clock.

Telephone message 3

From: Mark Pole To: Diane Kennedy

Mark called. He is sending you something in the post.

Practice

3 Put the words in the sentences into the correct order.

1 Can for I Carter leave message a Mr

……………………………………?

2 you me message like to leave him Would a

…………………………………..?

3 message read you the back I’ll to

……………………………………

4 take you Goodman a message Could for Jasmine

………………………………….?

5 I information just check Can the

……………………………..?

6 Roger want you leave a Do message for Mr to

………………………………..?

4 John Carter wants Jasmine to give Diane a message. Listen to Track 28 and complete the form.

Telephone message

From: John Carter To: Diane Kennedy

Date: May 4

…………………………………………………………………………………………………………
…………………………………………………………………………………………………………
…………………

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 35

Speaking

5 A customer calls you to speak to your boss. You have to take a message. Play Track 29 and speak
after the beep. Then listen to Track 30 to compare your conversation.

Customer Can I speak to Mr Rogers, please?

You [Say you’re sorry but he’s in a meeting.]

Customer Oh, I see. I have some information for him.

You [Ask if you can take a message.]

Customer Um…yes, OK. Can you tell him that my conference in June is cancelled?

If he wants to speak to me about it, he can call me on my new mobile.

The number is 01521 300 9957.

You [Say that you want to check the information. Repeat the information and

the mobile phone number.]

Customer That’s right. Thanks very much. Goodbye.

You [Say Goodbye.]

Now you can

Take telephone messages

Leave telephone messages

Check that the message is correct

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12. Conference Arrangements

Reserving a meeting room / Checking equipment / Arranging refreshments

Telephone call

1 Jasmine wants to organize a large business meeting in a hotel. Listen to her phone call. Where will
the participants eat lunch?

Cindy Apelles Hotel Reservation Department, Cindy Fox speaking.

How can I help you?

Jasmine Good morning. My name’s Jasmine Goodman. --------------------------------

a meeting from 9 o’clock until 6 o’clock for next Friday, April 27th.

Cindy Are you a customer of ours already, Ms Goodman?

Jasmine Yes. It’s Lowis Engineering.

Cindy All right. How many participants will there be?

Jasmine 20 to 25.

Cindy OK, let me check. … Yes, that’s fine, Ms Goodman. The Napoleon and

the Wellington Suites are both available.

Jasmine Excellent. I’d like the Wellington Suite, please. Now, --------------------------

projector?

Cindy Yes, and Internet. Is there anything else you need?

Jasmine -------------------------------------------flipchart and four pinboards?

Cindy Yes.

Jasmine Good. Now, --------------------------------------- for 10.15, and another break for 4.30,
please?

Cindy OK. What about water and juice during the meeting?

Jasmine Oh, good idea! Next, lunch: ----------------------------------- for 1 o’clock?

Cindy Certainly, Ms Goodman.

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 37

Jasmine Good. Now, ------------------------------------------------------?

Cindy Of course. Friday 27th, the Wellington Suite from 9.00 until 6.00 for 20 to 25 people.
Coffee at 10.15, lunch at one, and a coffee break again at 4.30, plus water and juice in the meeting
room.

Jasmine And ---------------------------------------- equipment!

Cindy One projector, one flipchart and three pinboards.

Jasmine No, one projector, one flipchart and four pinboards.

Cindy Sorry, got that. I’ll confirm it all in an email to you.

Jasmine Thanks. My email address is ….

Understanding

2 Listen again. Are the sentences true (T) or false (F)?

1 Jasmine wants to reserve a room for a conference. T/F

2 The Wellington Suite has a projector for presentations. T / F

3 Jasmine doesn’t want any other presentation equipment. T / F

4 Jasmine arranges an afternoon break for 3.30 pm. T/F

5 The meeting will last all day. T/F

Practice

3 Complete the sentences with words from the box.

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 38

reserve forget mind projector provide

1 Can you set up a …………… in the room?

2 Could you ………………. coffee and tea at about 4 o’clock?

3 Would you ………………repeating that back to me?

4 I’d like to …………….. a conference room, please.

5 Don’t ……………… the pinboards!

4 Put the words in the sentences into the correct order.

1 you tables us reserve Please could some for

……………………………………………….?

2 like I’d to reserve tickets some

……………………………………………….

3 you me repeating Would that to mind back, please

……………………………………………….?

4 the connection room Does have Internet an

……………………………………………….?

5 organize next a meeting you Can for week

……………………………………………….?

5 Play Track 32 and listen to another customer speaking to Cindy Fox. Complete the reservation
form.
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 39

Apelles Reservation Form

Customer name: ……………………………………. Company: Topaz Lighting

Date: ……………………………………….Time:………………………...

Meeting room: Napoleon Suite

Participant numbers: …………………………………………………………..

Equipment required: …………………………………………………………..

Refreshments: Coffee break +

Time required: ……………………………………………………………….

Speaking

6 You are calling Cindy Fox to make a reservation for your company. Play Track 33 and speak after
the beep. Then listen to Track 34 to compare your conversation.

Hotel Apelles Hotel reservation department, Cindy Fox speaking. How can I

help you ?

You [Give your name and company. Say you want to reserve a meeting room

for July 30, 10.00 –3.00.]

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 40

Hotel All right. For how many participants?

You [Say 14.]

Hotel Yes, that’s fine. The Napoleon Suite is available.

You [Ask if the room has an Internet connection.]

Hotel Yes, it does. Is there anything else you need?

You [Ask if the hotel could provide a multimedia projector and flip chart.]

Hotel No problem. What about refreshments?

You [Say you would like sandwiches and coffee at 12.00.]

Hotel Fine. I’ll confirm this in an email.

You [Say thanks and goodbye.]

Now you can

Telephone a hotel to make a reservation

Confirm presentation equipment

Arrange refreshments

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 41

Workplace English