Collins Workplace - Business Communication

Contents
Meeting for the first time

At reception 6
2 Company visitors 10
3 What do you do? 14
4 Making visitors feel welcome 18
5 Small talk 22
6 Introductions 26
Emails
7 An enquiry by email 30
8 A reply to an enquiry 34
9 A follow-up email 38
10 A reply to a follow-up email 42
11 Invitations 46
12 Replies to invitations 50
Telephoning
13 Incoming calls 54
14 Outgoing calls 58
15 When things go wrong 62
16 Telephone messages 66
17 Conference arrangements 70
18 Travel plans 74
Meeting again
19 Welcome back 78
20 Plans 82
21 A change of plan 86
22 How was your visit? 90
23 What can I do for you? 94
24 Goodbye 98
Resource bank
Answer key I Audio script 102
Key phrases for speaking 128
Key phrases for writing 132
How to address an envelope 136
Email signatures I Out-of-office messages 137
Model schedule 138
Model minutes 139
Keywords 140
Grammar reference 148
Useful abbreviations 155
How do I say ... ? 156
On the phone 158
1 At reception
Greeting visitors I Asking somebody's name I Completing a form
Conversation
ú = 1 Sally Smith is the receptionist at Lowis Engineering in London. John
DVD Carter and Paul Rogers are visiting the company today. Read their
conversation and watch the video. Who do they want to see?
Sally Good morning, how can I help you?
John Good morning. We're here to see Diane Kennedy at 10 o'clock .
Sally Can I have your names, please?
Yes, it's John Carter and Paul Rogers from Australian Power
John
Utilities. Here's my business card.
Sally Thank you . I'll just call Ms Kennedy.
Paul Thank you.
Sally And can you complete these security forms, please?
Paul Of course. Excuse me, can I have a pen?
Here you are. Diane? I have Mr Rogers and Mr Carter in reception
Sally
for you. Right. Thank you.
Thank you . Please could you wear these visitors' badges? Someone
Sally
will come down to get you in a moment. Please have a seat.
Paul Thanks.
John OK.
6 Workplace English
At reception I Unit 1
, Did you know?
In English we do not use the 24-hour-clock in everyday conversation. If we want to

make it clear it is morning or afternoon, we normally use am or pm, or say in the
morning or in the afternoon I evening.
Understanding
ú O= Watch again. Are the sentences true (T) or false (F)?

DVD T/F
John and Paul work at Lowis Engineering .
2 Diane knows John and Paul are coming to see her. T/F
3 John and Paul will have to wear badges. T/F
4 John and Paul will have to wait a long time for Diane. T IF
Key phrases
Dealing with visitors at reception
Good morning I afternoon I evening, .... Please could you wear this badge I these
How can I help you? badges?
Can I have your name{s}, please? Someone will come down to get you.
----- ---
I'll just call fvfs ... . Please have a seat.
Can you complete this form I these
forms, please?
Practice
3 Put the words in the sentences into the correct order.
evening, Good help I can how you
-------------------------------------?
2 I Can names, your please have
--------------------------------------?
3 Please you these complete could forms
--------------------------------------?
4 will get come Someone down to you
5 seat Please a have
Workplace English I 7
4 Match the questions to the answers.
Receptionist Visitor
1 Good afternoon. How can I help you? A Ali Khan.
2 Could you wear this badge, please? B I'm here to see Diane Kennedy.
3 Can I have your name, please? C · Can you give me a pen?
4 Please can you complete this form? D Of course.
5 Look at John Carter's business card and complete the details on the
visitor form.
Lowis Engineering -Visitor Form
Surname I Last name _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
First I Given name
Company address
Email
Visiting
Time in _____q_.3_0________ Timeout _________________
Signature ä ç ú ` ~ê í Éê =
Canberra
Email: carterraapu.com
6 Complete the visitor form with information about yourself.
8 I Workplace English
At reception I Unit 1
Language tip
Telling the time

Say nine o'clock or nine am for 9.00.
For 11.15 you can say a quarter past I
after (US] eleven or eleven fifteen {am].
For 14.30 you can say half past two or two
thirty {pm].
For 19.45 you can say a quarter to eight or
seven forty-five {pm].
Speaking
D) 7 You work at the reception of Lowis Engineering when a visitor arrives. Read
01- 02 the instructions and welcome the visitor. Play Track 01 and speak after the
co beep. You start. Then listen to Track 02 to compare your conversation.
You Good morning madam, can I help you?
Guest Yes, I have an appointment with Diane Kennedy for 11 o'clock.
You {Ask her name.]
Guest Jane Taylor from Taylor and Curtiss Consultants.
You {Ask her to complete a security form.]
Guest Can you give me a pen?
You {Offer a pen.]
Guest Thanks.
You {Ask her to wear a visitor badge.]
Guest Of course.
You {Ask her to have a seat and say someone will come to get her.]
Guest Good! Thanks for your help!
Workplace English 9
2 Company visitors
Welcoming visitors to a company I Introducing yourself I Taking visitors to a meeting
Conversation
ú = 1 Jasmine Goodman is Diane Kennedy's personal assistant at Lowis
DVD Engineering. She comes down to meet the visitors in reception. Read their
conversation and watch the video. Who asked Jasmine to meet the guests?
Jasmine Excuse me, are you John Carter and Paul Rogers?
John Yes, we are. I'm John Carter and this is my colleague, Paul Rogers.
Jasmine Hello, I'm Jasmine Goodman.
Paul Hi.
John Hi.
Diane Kennedy asked me to meet you. Welcome to Lowis
Jasmine
Engineering.
Paul Thank you.
John Thank you.
Come this way, please. We need to take the lift or, as you'd say,
Jasmine
the elevator to the 3rd floor.
Paul It's a great building.
Jasmine Yes, it is. It's a nice place to work.
ú =0 l Workplace English
Company visitors I Unit 2
Did you know?
In American English it is elevator. In British English it is lift. Also, the first floor in
American English is the ground floor in British English.
Understanding
a2
DVD
Watch again and answer the questions with yes and no.
1 Do John and Paul know Jasmine already?
2 Does Jasmine work at Lowis Engineering?
3 Do they need to take the lift?
4 Does Jasmine like where she works?
Key phrases
Meeting company guests
Excuse me, are you ... ? Come this way, please.
I'm ... I this is .... We need to take the lift I elevator I stairs
Diane Kennedy asked me to meet you. to the 3rd floor.
- - - - - - - - - - - -1
Welcome to ....
Practice
3 Join the two parts of the sentences together.
1 Excuse me, A to our company.
2 I' m Paul and 8 take the stairs to the 1st floor.
3 Ms Kennedy asked c are you Paul Rogers?
4 Come this way, D this is John.
5 Welcome E me to meet you.
6 We need to F please.
Workplace English 11
is my this John Carter I'm and colleague, Rogers Paul
2 floor We to take need the to lift the 3rd
3 Carter me, Excuse are Mr you

____________________________________________ ?
4 way, Come this please
5 Carter me asked Mr meet to you.
D) 5 Jasmine Goodman is meeting another visitor at reception. Complete the

03 sentences. Then listen to Track 03 and check your answers.
CD Jasmine [1] ___ me, [2] _ _ _ you Ms Ringwood?
Guest Yes, that's right.
Jasmine I'm Jasmine Goodman . Diane Kennedy [3] _ _ _ me to meet you.
Guest Oh, hello Jasmine.
Jasmine [4] ___ to Lowis Engineering.
Guest Thank you!
Jasmine This way, please . We [5] ___ to take the lift to the 3rd floor.
Guest OK.
12 / Workplace English
Company visitors I Unit 2
Language tip
Use Excuse me to start a conversation with someone you do not know or to

interrupt someone when they are speaking.
Use ordinals- first, second, third, fourth, fifth, and so on- for floor numbers.
Speaking
6 Meet Mr Stenson at reception. Read the cues and welcome him. Play
04-05 Track 04 and speak after the beep. You start. Then listen to Track 05 to
co compare your conversation .
You Excuse me, are you Mr Stenson?
Visitor Yes, that"s right.
You {Give your name and say your boss, Mr Brown, asked you to meet
him - welcome him.)
Visitor Thank you very much.
You {Ask him to follow you to the lift- you need to go to the 8th floor.)
Visitor Of course. This is a great building.
You {Say it's a nice place to work.)
3 What do you do?
Talking about your work I Describing your job I Asking about somebody's job
Conversation
ú = 1 Jasmine Goodman is taking the visitors, John Carter and Paul Rogers, to
DVD the meeting room. They are waiting for the lift. Read their conversation
and watch the video. What does Jasmine have to do in meetings?
John So what do you do, Jasmine?
Oh, I'm Diane's personal assistant so I answer the phone and
Jasmine
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?
No, not usually. I stay here and then I'm responsible for the
Jasmine
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.
14 1Workplace English
What do you do? I Unit 3
' 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
C 2 Watch again. Are the sentences true (T) or false (F)?
DVD 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 {s]he I Are you busy? I reply to emails.
Do you travel with her? I'm responsible for ... .
I'm a personal assistant I salesman I I deal with ....

receptionist. j / take the minutes at meetings.
I book all her plane tickets I hotels. I /look after guests I visitors.
Practice
3 Match the two halves to make word partners.
1 personal A with
2 responsible 8 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.
I'm responsible A after visitors to the company.
2 My colleague makes 8 my work mobile after 6 o· 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
What do you do? I Unit 3
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.
06- 07 Then listen to Track 07 to compare your conversation.
CD
Visitor So, what do you do?
You (Answer the question.)
Visitor I see, that's interesting. Are you very busy?
Visitor And are you responsible for anything?
Visitor Do you do anything else?
' Making visitors feel welcome
Looking after visitors I Offering visitors refreshments I Apologizing for a delay
Conversation
ú = 1 Jasmine takes John and Paul to the meeting room. Read their
ovo conversation and watch the video. Why does Jasmine call Paul
'Mr Rogers'?
Jasmine Here we are. Can I take your coat?

John Thank you.
Jasmine
Would you like to sit down? I'm afraid Diane is still in a
meeting. Would you like a cup of coffee?
John Er ....
Jasmine Or a glass of water or juice?
John I think I'd Like some coffee, please.
Jasmine Would you like milk and sugar?
John Yes, please . Both. Thanks.
Jasmine And how about you, Mr Rogers?
Paul Please call me Paul. I'd like some orange juice, please.
I
18. Workplace English
--------------------------------------------------
Making visitors feel welcome I Unit 4
Jasmine Here you are, Paul.

Paul Thanks very much.
Jasmine I'm sorry you have to wait, but Diane should be here soon.
John That's fine. Don 't worry.
Did you know?
Another way to say Don't worry when someone apologizes is No problem.

Australians also use the phrase No worries.
In American English people often ask if you want cream in your coffee , not milk.
Understanding
C 2 Watch the video again. Are the sentences true [T) or false [F)?
DVD
Diane Kennedy is waiting for John and Paul in the meeting room. T IF
2 Jasmine offers John and Paul something to drink. T IF
3 Paul wants some coffee. TIF
4 Jasmine is sorry because Diane is late. TIF
5 John and Paul are angry that Diane Kennedy is late . TIF
Key phrases
Polite offers and apologies
-- - - -- - - J J J ú J
Can I take your coat{s}? How I What about you, ... ?

Would you like to sit down I have a seat? I'd like some orange juice, please.
I'm afraid that ... is {still} in a meeting. Here you are.
Would you like some I a cup of coffee? I'm sorry you have to wait, but ... should
1
Would you like milk and s_ugar? be here soon.

Practice
tea you Would a like cup of
?
2 please like some I'd coffee ,
3 you down like to Would sit

?
4 sorry to you I'm wait have
5 Carter here soon should Mr be
6 you sugar like milk Would and

?
7 afraid Mrs White I'm meeting is still in a
8 are you Here
4 Match the sentences.

Would you like to sit down? A Just milk, please.
2 Would you like a cup of coffee? 8 Thank you.
3 I'm sorry you have to wait. c Please call me Paul.
4 Would you like milk and sugar? D Don't worry.
5 What about you, Mr Rogers? E No, but I'd like some water.
5 Complete the sentences with words from the box.

like afraid soon have here
please should in take some
I' m Mr Carter is a meeting.
2 Would you to a seat?
3 you are.
4 Can I your coat?
5 I'd like coffee,
6 Ms Goodman be here
Making visitors feel welcome I Unit 4
Language tip
When you offer a visitor refreshments, make sure you sound friendly and
enthusiastic. You can do this by making your voice go up at the end of the
question, for example, Would you like a cup of coffee? 71
Speaking
6 You have two visitors to your office. Read the instructions and Look after
os-09 them until your boss arrives. Play Track 08 and speak after the beep. You
co start. Then Listen to Track 09 to compare your conversation.
You {Ask if you can take the visitors ' coats.)
Visitor 1 Thank you.
Visitor 2 Here you are.
You {Offer them a seat.)
Visitor 1 Thanks.
You {Ask if they want some coffee or juice .)
Visitor 1 I'd like some coffee, please.
You {Ask what Visitor 2- /vfr Carter- would like.)
Visitor 2 I'd like some orange juice.
You {Say your boss, /vfs Kennedy, is in a meeting.}
Visitor 1 No problem.
You {Say she will arrive soon.)
Visitor 2 Thanks.
5 Small talk
Making conversation I Checking things are OK I Finding out what people like
Conversation
ú = 1 Jasmine is talking to John and Paul while they wait for Diane Kennedy,
DVD her boss. Read their conversation and watch the video. Does Diane arrive
for the meeting?
Jasmine So, how was your flight?

Oh, it was fine. But we had to check in very early this morning
John
at Frankfurt airport.
Oh yes, airport security takes such a long time these days .
Jasmine
How's the hotel?
Paul Very nice. Thank you for making the reservation for us.
Jasmine My pleasure . Is this your first time here?
Well, not to London, of course. But it's our first time to
John
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?
22.1Workplace English
Small talk I Unit 5
Jasmine Mmm ... do you like football? You know, soccer?

John Yes, very much.
Would you like to see a Chelsea match this weekend? I could
Jasmine
get you some tickets.
Paul Thank you, that's a great idea!
John Fantastic!
You're welcome. By the way, I've made reservation for lunch for
Jasmine
you and Diane at a French restaurant near here. Is that OK?
John Excellent! Thank you.
Paul That sounds great.
Good. Well, I'll find out where Diane is and let her know
Jasmine
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
D 2 Watch again and answer the questions.

DVD
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 I trip I journey? Do you like ... ?
------------ J J J J J J J J J J J J J J J ú J J J J J J J J N=
How's I How is the hotel? Would you like to ... ?

--------- -- --- -------r-- - - - - - - -1
Is this your first time here? ________ I'll find out where ... is and tell her I him
How long are you staying in ... ? you're here.
------------------------1
What should we do ... ?
Practice
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?
4 Write the questions to go with the answers.

No, I often come here.
2 It's 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 fvfy pleasure or You're welcome.
24 Workplace English
Small talk I Unit 5
Speaking
5 Make small talk with a visitor from London. Read the instructions and
10- 11 talk to your visitor while you are waiting for your boss to arrive. Play
CD 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.}
Visitor Oh, not very good. The weather in London is terrible at the moment.
lt"s nice to see some sunshine here.
You {Agree. Ask about her hotel.}
Visitor lt"s 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.
Workplace English
------------------------ - - -
6 Introductions
Making introductions I Meeting people I Using first or given names
Conversation
ú = 1 Jasmine finds her boss, Diane Kennedy, and brings her to meet two
ovo visitors. Read their conversation and watch the video. Why doesn't Diane
introduce Jasmine to Paul and John?
Here she is! Diane, I'd like to introduce John Carter and Paul
Jasmine
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.
Pleased to meet you too, Paul. And I see you've met my
Diane 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.
Workplace English
Introductions I Unit 6
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
D 2 Watch again. Are the sentences true [T) or false [F)?
DVD 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
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 ... /see you've met .. . already
- -
Fine. And I'm ...
Practice
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
úJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJ JJJ --
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.
D) 5 Put the sentences into the correct order to make a conversation. Then
12 listen to Track 12 to check your answers.
CD
• MrKline OK, but it was a bit late taking off.
• Diane Nice to meet you , Mr Kline .
• MrKline 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?
Introductions I Unit 6
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
13-14 you. Play Track 13 and speak after the beep. Then listen to Track 14 to
CD compare your conversation.
Colleague So here we are! I'd like to introduce Lee Toms from DPU.
You {Greet fvfr 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 5 journey}
Lee It was fine. No problem.
Workplace English
7 An inquiry by email
Writing a formal email I Explaining what you need I Asking for information
Email
1 Jasmine Goodman from Lowis Engineering is organizing a conference.
Who is she writing to?
From: jasmine.goodman@lowis .com

ú f=
To: info@a nchorhotels.co. u k
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 person I can call to discuss details.
I look forward to hearing from you.
Yours faithfully
Jasmine Goodman
Lowis Engineering
úJ J JJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJ
An inquiry by email I Unit 7
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 fvfay Concern and finish Best regards. In
British English you begin Dear Sir or fvfadam and end Yours faithfully, as above.
Understanding
2 Read the email again and choose the best answer A, 8 or C for each
question.
Lowis Engineering is organizing a conference for:
A tourists 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
Key phrases
Asking for information
I am writing to ask about ... . I would be grateful if you could ... .
- ---- ----- - - -1
We would like to .. . . Please include ....
Please let me know if ... . /look forward to hearing from you.
Practice
1 Please let me know A to ask you about your prices.
2 I would be grateful if 8 like to organize an event.
3 I am writing c if you can meet me.
4 I look forward to D a photograph of the facilities.
5 We would E meeting you soon . .
6 Please include F you could organize a meeting.
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 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.
[51 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.
[7] I look forward to hear from you.
Your faithfully
Jasmine Goodman
--------------------------------------------------------
An inquiry by email I Unit 7
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 ... .
See page 149 for more information on the present continuous.
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 tJ,e Event Mana9erJ Carlton

Hotel.
We need a lar9e room for ovr Annval
General Meetin9 in Nei/J York;
Date; April1'1
Nvmber); )00 9ve>t>
We need information abovt;
1) Room >ize
l) Pre>entation equipment
3) Caterin9
Lf) Co>t>
8 A reply to an inquiry
Sending information I Describing special offers I Providing contact details
Email
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.Anchorhotels.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
Workplace English
A reply to an inquiry I Unit 8
Did you know?
In American English when you write 0110312012 you mean January 3, 2012 .
In British English when you write 0110312012 you mean March 1, 2012.
To make sure there is no misunderstanding, spell it out, for example, February 7, 2014.
Understanding
2 Read the email again. Are the sentences true (T) or false (F)?
Lowis Engineering is organizing a conference for February 7. T IF
2 The hotel information can only be found on the website . T IF
3 If Jasmine makes a reservation before March 1, she can get a discount. T IF
4 The hotel is fully booked on May 3. T IF
5 Jon Martin is the conference manager at Anchor Hotels. TIF
Key phrases
Giving information
Thank you for your email of ... . We are offering a discount of X%.
- -
With reference to your ... . If you would like further information
- - - -
Please find attached I enclosed ... . about ... .
I am pleased to inform you that ... . Please contact me on ....
Practice
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 word s in th e se ntences into th e correct ord er.
you 0207 98 5151 like further on would information , If contact me
2 the am inform pleased to you that this date is available I
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 Jasm ine Goodman from another hotel
in the correct orde r.
Dear Ms Goodman
Please find enclosed information about our conference equipment and prices. []
With reference to the date of your event , we have rooms available at that time. [] r-
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. []
Yours sincerely
Priti Makesch
36 .1 Workplace English
A reply to an inquiry I Unit 8
Language tip
If you have a lot of similar emails to write, use one that has several key phrases
as a model which you can change slightly according to each different situation .
Writing
6 You work in a hotel. Listen to Track 15 to hear this voicemail from your
15
boss, Fran Stein, and then complete the email to the customer.
CD
From: You
To: b.carter@apu.com
Date: February 9
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
Workplace English Iú T =
9 A follow-up email
Writing an informal email I Making a request I Asking for help
Email
1 Jasmine Goodman writes to Jon Martin about the Lowis event. How
many things does she want Jon to do?
From: jasmine.goodman@lowis.com
To: j. marti n@a nchorhotels.co. u k
Date: March 20
Subject: Lowis event on May 3
Dear Jon
Can you help me? Would you mind arranging a visit for my manager, Diane
Kennedy, to see your conference facilities at the hotel? She wants to see what
they are like. Would you be able to arrange this for next week?
Secondly, could you arrange a gift for each guest at the event? Are you able to
do this for less than ¤50 per guest?
If that is OK, then could you send a new offer with the total price?
Many thanks for your help.
Best wishes
Jasmine
PS I can't open the pictures of the conference rooms you sent. Please advise.
A follow-up email I Unit 9
Did you know?
You can use Best wishes or Best regards at the end of an email either to somebody
you know well or don't know at all.
Understanding
2 Read the email again and choose the best answer A, 8 or C for each
question.
This email is informal because:
A it's short
8 Jasmine uses Mr Martin's first name
C Jasmine uses a PS at the end
2 Diane Kennedy wants to:
A test the conference facilities
8 go to the Anchor Hotel
C cancel the event
3 Jasmine wants Jon:
A to buy her a gift
8 to buy one gift for all the guests
C to buy one gift for each guest
4 The present should cost:
A under ¤50
8 over ¤50
c ¤50
5 Jasmine is having problems:
A with a document Jon sent
8 with some photos Jon sent
C with some video Jon sent
Key phrases
Asking for help
Can you help me? Could you ... ?
Would you mind +ing ... ? Are you able to ... ?
Would you be able to ... ? Please advise.

Practice
3 Join the two parts of the requests for help together.
1 Are you able to A reply to this email?
2 Can you help me B me as soon as possible?
3 Would you mind C able to meet me?
4 Could you contact D helping me?
5 Would you be E send a new offer?
4 Put the words in the requests into the correct order.

the tomorrow you to Are come to able meeting
?
2 you sending possible mind a new contract as Would as soon
?
3 you to translation send the Paul Could Rogers
?
4 be you able Would to me help
?
5 you by Friday finish the Can report
?
5 Make a list of three to five tasks you have to do this week at work.
2
3
4
5
You are going on vacation tomorrow, but your tasks aren't finished yet.
Ask a colleague for help.
Could you !tYrite tJ...e meetif'l9 report?
Areyouableto _____________________________________ ?
Would you mind ?
Would you be able to ?
A follow-up email I Unit 9
Language tip
Use Would you mind +ing ... ? when you want to ask somebody to do something
difficult. Note it is always followed by the +ing form, for example, Would you mind
organizing I calling I visiting I presenting ....
To say yes to a request with Would you mind ... ? use No, not at all or Of course not.
Writing
6 Jon Martin wants his assistant, Katy Jones, to show Diane Kennedy
around the Anchor Hotel. Complete the email he wrote to her.
To: k.jones@anchorhotels.co .u k
Date: March 28
Subject: Visit from important customer tomorrow
Dear Katy
Tomorrow, Diane Kennedy from Lowis Engineering is coming but I'm not well so
can you [1] me? She is arranging an event on May 3 so could you
[2] her the conference facilities?
Also, are you [3] _ _ _ _ to take her to lunch? I want her to see how good the
catering is .
Finally, would you [4] showing her the gifts we plan for the guests at
the event? Her assistant, Jasmine Goodman, ordered them.
Is this OK with you? Please [5] _ _ _ _ if there is any problem.
Best wishes
Jon

10 A reply to a follow-up email
Writing an informal reply I Making suggestions I Offering help
Email
1 Jon Martin, the conference manager from Anchor Hotels, writes to
Jasmine Goodman at Lowis Engineering with some suggestions. How
many suggestions does he make?
To: jasmine.goodman@lowis.com
Date: March 21
Subject: Lowis event on May 3
Dear Jasmine
Thanks for your email and your requests. I have put my answer after your questions:
7] Would you mind arranging a visit for my manager, Diane Kennedy?
Not at all. If you like, we could give Ms Kennedy a tour of the facilities and offer
her lunch.
A reply to a foLLow-up email I Unit 10
2) Could you arrange a gift for each guest at the event?

Yes, no problem. What about including a personal card from you or Ms Kennedy
with the gift?
3) Are you able to do this for less than ¤50 per guest?
Of course. Why don't you look at the attached list of possible gifts and tell me
what you think is best?
4) Could you send a new offer with the total price?
Yes. !.haven 't finished the new offer yet, but I will do it tomorrow. Would you like
me to send it to Ms Kennedy as well?
5] I can 't open the pictures of the conference rooms you sent.
Have you tried opening the pictures in Microsoft PowerPoint? Or should I send
you the photos in the post?
I hope these suggestions help. Let me know if you need anything else.
Best regards
Jon
Did you know?
You can respond to email requests by using the original email and adding
comments or replies below in a different colour or preceded by your initials.
Understanding
2 Read the email again and answer the questions.
When Diane visits the Anchor Hotel in central London, what will Jon offer
her?
2 What does Jon suggest including with the guests' gifts?
3 Why does Jasmine ask for a new offer?
4 What does Jon offer to send Jasmine in the post?
Key phrases
Making suggestions Offering help
- - - - - - - - - - - - - - - - - - -1
Wha_t_!_Ho_w_a_b_o_ut+J_·n_g_.._. _?__________ú à |ä Ñ|ó |ç |ì |ä á|â |É I | ï| É| Å| ç| ì| ä __
Ç =...__
.
Why don't you ... ? Would you like me to ... ?
- - - - - - - - - - -1
Have you tried +ing ... ? Should/ ... ?

Let me know if you need anything else.
Practice
don 't you a meeting Why arrange
?
2 you Like me to send an Would email
?
3 you offices moving Have tried
?
4 What meeting of about the time the changing
?
5 me Let know if date you another need
6 I appointment change the Should

?
4 A colleague at work tells you he can 't finish a report because he has too
much work. Offer him some suggestions and complete the sentences
with your own information.
What about _____________________________________ ?
2 How about ?
3 If you Like, I couLd ----------------------------- - -
4 Let me know if you need ___________________________
5 Why don· t you __________________________________ ?
5 Read this email from Jon's assistant, Katy Jones. Find and correct the
mistake in each numbered Line.
úú ú ú = ú =
(""
Dear Jon
(1] Here are few suggestions for the Lowis Web event we 're organizing in May in
the central London hotel.
(2] Who don't we use the conference rooms next to the bistro on the top floor? ......
(3] The view of London is great. And how about have a celebrity chef for the
catering?
(4] My sister works with a celebrity chef and, if you Like, he could ask how much
it costs to hire him for the day.
(5] Also, have you thought about organize some music? It would be nice for the
breaks, I think.
(6] Would you Like me check the prices for a band?
(7] Let me know if you needs anything else.
Regards
Katy
A reply to a follow-up email I Unit 10
Language tip
Use the present perfect tense - I have put my answers after your questions- to talk
about something done in the past that is still relevant now. We never use it with a
fixed time expression, for example, yesterday I last year.
See page 153 for more information about the present perfect tense.
Writing
6 A colleague of yours has to organize an office party. Send her an email
with some suggestions. Use the notes to help you.
Place - v)e company cafeteria, comfortable

Time- )tart" pm, fini)J, midni9J,t- need to tNork next day!
Mv)ic -live band. Offer to contactfriend in band 'TJ,e f3i9 Noi)e'?
AnytJ,in9 el)e?
Dear Sally r-!
Here are some ideas for the office party. Why don't we ... ?
11 Invitations
Writing invitations I Describing events I 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?
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.
Please 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.
Yours sincerely
Jasmine Goodman
Invitations I Unit 11
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.
Best wishes
Jasmine
Did you know?
Another way to say noon in British English is midday.
Understanding
2 Read the emails again. Are the sentences true (T) or false (F)?
Jasmine is writing for Diane. T IF
2 The event is for the whole day. T IF
3 After the event, the visitors can do something together. T IF
4 In the second email, Jasmine only invites John. T IF
Key phrases
Invitations
-----------------------
1am writing on behalf of ... . [formal} X asked me to write to you. [informal}
We would like to invite you to .... [formal} 1

Are you free on this date I at this time I in
- - - ---------1
It will be an opportunity for you .... [formal} June? [informal}
We hope you are able to attend .... [formal} I Would you like to come? [informal}
We look forward to meeting you I seeing
I hope to see you on .... [informal}
you there. [formal} I .

Practice
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 you Like Would to 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
r-1
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] ________________?
We hope you are able to attend
and we Look forward to meeting
you then. [2] 2 _________________
Yours sincerely [3] 3 _________________
Katy
Invitations I Unit 11
Language tip
Use in with months and seasons, for example, in January, in the summer.
Use on with days of the week, for example, on Saturday.
Use at with exact times, for example , at six o 'clock.
Use at with public holidays, for example, at Christmas{time}.
In Bri_tish 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.
Pleas-e t,.vrite to Helmvt Probs-ij Order

Mana9er atTycoil Electronics-. Invite
him to ovr key cvs-tomer meetin9
Thvrs-day mornin9 1 April 7. I t,.vant him to
meet ovr Mana9in9 Director1 Tim l<in9 1
and the s-ales- team.
Then I t,.vill take him to lvnch atthe Ritz.
Thanks-!
Joanna -Sale> Director1 CMCX Ltd

12 Replies to invitations
Accepting an invitation I Saying no to an invitation I Giving reasons
Em ails
1 Look at these three replies to Jasmine Goodman's invitations to the
Lowis Engineering event. Who accepts the invitation and who doesn't?
Dear Ms Goodman
Thank you for your invitation to my manager, Mr Cao, for the event at Lowis
Engineering on May 3. Mr Cao 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
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
Workplace English
Replies to invitations I Unit 12
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's looking
forward to seeing you and Diane again . I hope everything goes well.
Regards
John
Understanding
2 Read the emails again. Find somebody who:
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
ú J J J
I .
Thank you for your invitation to .. .. Unfortunately, XYZ1s unable to attend ...
Thanks for the invitation to .... 1 due to ... .
ä J J J J J J J J J J J J J J J J J J J J J J J ú J J J J J J J J J J J J J J J J J J J J J J J J J N=
XYZ is pleased to accept your invitation. 1 I'm afraid I can't come because ....
XYZ is free and is looking forward to I 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
1 Mr Carter is unable to the conference.

2 I wish you with your workshop.
3 Ms Kennedy is _ _ _ _ _ to 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.

you for on invitation Thank the the to Friday meeting
2 hope goes everything We on Friday well
3 to Goodman a business Ms Due 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.
’ ’ ú=
ú D á e ú á ú W=
'
r-
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]
2
3
4
Workplace English
Replies to invitations I Unit 12
Language tip
If you cannot accept an invitation, always give a reason why, for example, due to a
business trip or because I'm on holiday (UK} I 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 forward to seeing you on July 4.
Yours sincerely
Katy Jones

13 Incoming calls
Answering the phone I Explaining somebody is not available I Calling back
Telephone calls
D) 1 Listen to the two telephone conversations. Which department does Alan
16 want? Why can't Diane answer the phone?
CD
II Sally Lowis Engineering, Sally Tyrone speaking. Can I help you?
Hello, this is Alan Jay from Texas Consultants. I'd like to speak
Alan
to somebody in your Sales Department, please.
Please hold. I'll put you through toMs Kennedy.... Hello, Mr Jay?
Sally
I'm sorry but her line's busy at the moment. Can you hold?
Alan Er, yes, OK.
Sally I'm afraid she's still engaged. Can you call back later?
Alan Hm. All right. Goodbye.
Sally Goodbye.
IJ Jasmine Diane Kennedy's phone, Jasmine Goodman speaking.

John Hello, Jasmine. John Carter from APU here. Is Diane there?
Oh hi, John . I'm afraid she's not available at the moment.
Jasmine
She's in a meeting.
Incoming calls I Unit 13
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. I'll call back at 11.30. Is that OK?
Jasmine Yes, that's fine .
John Good. Thanks, Jasmine . Bye.
Jasmine Bye, bye John. Maybe speak to you later.
Did you know?
In some companies, you can dial somebody's number directly. In other

companies, you need to speak to a receptionist or operator first.
Understanding
2 Listen again and choose the best answer A, 8 or C for each question.
16
CD Alan can't speak to Diane because: 3 John wants to:
A she isn't there A visit Diane today
B she doesn 't want to speak to him B speak to Diane today
c she's talking to somebody else c have a meeting wi t h Diane
on the phone
2 Sally asks Alan: 4 John says :
A to hold on to the phone A he w ill call back
B to wait for a moment B send an email
c to put the phone down c wa it for a call from Diane
Key phrases
Dealing with calls
1
Please hold. Can you call back later?
I
I'll put you through to ... . I I'm afraid she 's not available at the
I'm sorry but her line :S busy at the moment. moment.
1
Can you hold? I'll call back at ... .
I 'm afraid she's still engaged {UK} I on {Maybe} speak to you later.
the line {US}.
Practice
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 0 still on the line.
5 I'm afraid she's E hold?
6 Speak to F hold.
7 Please G this afternoon.

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.
Language tip
Use will to show that you have decided to do something, for example,
The phone's ringing!- Don 't worry, I'll answer it!
I'll call back at 11.00.
See page 152 for more information.
Incoming calls I Unit 13
Language tip
If you have to say a colleague isn't

available to speak on the phone,
it's polite to apologize and explain
what they are doing, for example,
I'm afraid he's in a meeting I on a
business trip.
Speaking
6 A customer calls your company to speak to a colleague. Play Track 17
17- 18 and speak after the beep. Then listen to Track 18 to compare your
co conversation.
Customer Can I speak to Mr Rogers, please?
You {Tell him fvlr 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 fvls 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.}
1' Outgoing calls
Asking to speak to somebody I Checking telephone numbers I Thanking people
Telephone calls
0)1 Jasmine Goodman from Lowis Engineering wants to call three people to
19 check arrangements for meetings. Listen to her side of the telephone
CD 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!
II Hi, I'd like to speak to Andrea Schmidt, please .... Hello, Ms

Schmidt. This is Jasmine Goodman calling from Lewis
Engineering ... . I'm calling about our meeting next Wednesday
Jasmine
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.
Outgoing calls I Unit 14
II Hello, my name 's Jasmine Goodman from Lowis Engineering.

Can you put me through to Mr Johansson, please? ... Oh, on a
business trip? ... Um ... can you give me his mobile number,
Jasmine
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.
Did you know?
A mobile phone in British English is a cell phone in American English.
Generally, in American English you say zero for 0 and 'Oh' in British English.
Understanding
2 Listen again and answer the questions.
19
Does Jasmine have Alan's direct telephone number?
CD
2 What reason does Jasmine give for calling Ms Schmidt?
3 Why can't Mr Johansson speak to Jasmine?
Key phrases
Making telephone calls
1
Could I speak to XYZ, please? I'm calling about ... .
Hi, I'd like to speak to XYZ, please. I just want to check ... .
This is XYZ calling from .... I Many thanks for your help!
I
Can you give me his extension number, Thanks very much.
please? Thanks a lot.
1
Can you put me through to ... ?

I
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.
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 Anthony much very Well, thanks
D) 5 Jasmine phones Anton White in Paris to check if he is coming to the

20 meeting at Lowis Engineering. Put the sentences into the correct order
co to make a conversation. Then listen to Track 20 to check.
Jasmine Could I speak to Mr White, please?
• Wh ite Hello, Jasmine.
I Jasmine
Oh, good! Well, thanks a lot, Mr White and see you next
week. Bye .
• White Anton White.
I Jasmine
Hi Mr White, this is Jasmine Goodman calling from Lowis
Engineering.
I 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 The time is fine. No problem at all.
• Jasmine Bye .
• White See you then. Bye .
Outgoing calls I Unit 14
Language tip
Say telephone numbers individually, for example, 3156 is three one five six. Two
numbers the same are given either individually or with the word double, for
example, 004 is zero zero four or double oh four. 55 is double 5.
If you want to end a telephone conversation, use the word Well followed by a thank
you to let the person you are speaking to know that you have finished, for
example, Well, many thanks for your help! or All right. Well, thanks a lot!
Speaking
6 You want to try to call your contact at a hotel to arrange a meeting. Play
21-22 Track 21 and speak after the beep. Then listen to Track 22 to compare
co 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 you through .... Oh, I'm sorry she's on a business trip.
You {Ask for tvfs 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.
15 When things go wrong
Checking deliveries I Dealing with delivery problems I Asking for information
Telephone calls
OJ 1 Jasmine Goodman has to make a phone call to a catering supplier, Benji's,
23 and to a package delivery company, TPS. What are the two problems?
CD
El Benji's Benji's Catering, can I help you?
Yeah, this is Jasmine Goodman from Lowis Engineering. I'm
Jasmine
calling about an order for food I made for today.
Benji's Yes?
There's a problem with the lunchtime special executive menu
Jasmine
for ten I ordered. You sent the wrong delivery.
Benji 's What did you receive?
Er, let me see the delivery note. Ah yes, the children's party
Jasmine
special.
Benji's Ah, I see.
Jasmine Could you pick it up from our office?
Benji's Yes, of course.

And can you give us a refund, please? We really don 't need the
Jasmine
lunch special now.
When things go wrong I Un it 15
I TPS Thank you for calling TPS. To arrange a pickup , 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?
Oh, hi . My name 's Jasmine Goodman. It's concerning a

Jasmine 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 .
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
Tony
moment. Apparently, there was a problem with the delivery
address.
Jasmine Oh , really? What's happened to it?
It seems the house number didn 't exist. Can I check it with
Tony
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?
We 'll put it on a truck right away so it will arrive today. I

Tony
sincerely apologize for any inconvenience.
Did you know?
With automated phone menus you sometimes press the hash(#}, pound(£} or star
{*}keys.
Understanding
2 Listen again to the tyvo conversations. Are the sentences true (T) or
23 false (F)?
CD
Jasmine didn 't make an order to Benji 's Catering . 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

Key phrases
Describing problems and asking for information
- --- --
There 's a problem with ... . 1
Could you collect it I pick it up ... ?
It's concerning ... . I Can you give us a refund?
You sent the wrong delivery I order. I What's happened to ... ?
Something's gone wrong with .... Can you tell me when it'll be delivered?
Practice
Something's gone wrong A to our order?

2 What's happened 8 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?

you package me when Can you will collect the tell
?
2 equipment our order concerning for It's office
3 the delivered wrong with package Something is you
' 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 Å ú ì ê ë É K = 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?
Workplace English
When things go wrong I Unit 15
Language tip
Be careful when giving the following numbers to a business partner. They

24 frequently cause problems. Listen to the pairs.
CD 13 - 30 14 - 40 15- 50 16 - 60 17- 70 18 - 80 19 - 90
Make sure your pronunciation is clear, and, if you are not sure what your partner
says, check carefully to avoid mistakes.
Here is a way to remember how to pronounce similar sounding letters of the

24 alphabet in English. Listen to the letters.
CD AHJK 0
B C D E G P T Z [US] QUW
F L M N S X Z [UK] R
IY
Speaking
6 You call a supplier to complain about a delivery. Play Track 25 and speak
25- 26 after the beep. Then listen to Track 26 to compare your conversation.
CD
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?
You (JYG 723 I 19 I 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 DK and goodbye.}
16 Telephone messages
Taking messages I Leaving messages I Confirming information
Telephone calls
3) 1 Jasmine Goodman has to answer her boss's telephone this week. Listen
27 to extracts from three telephone conversations. Where is Diane?
:;o
II Jasmine Jasmine Goodman.

Good morning, Jasmine. This is Alan Jay from Texas
Alan
Consultants. I'd Like to speak to Diane Kennedy, please.
Jasmine I'm afraid she's away this week, Mr Jay. Can I take a message?
Yes. Can you tell her I'm flying to London next week and I'LL see
Alan
her at the sales conference?
Can I just check that? You're coming to London next week and
Jasmine
you'LL see her at the sales conference.
Alan Yes, that's right.
Ill Jasmine Hello, Jasmine Goodman.

Tina Hi, Tina Jones here, Jasmine. Can I speak to Diane, please?
I'm sorry, Ms Jones, but she's not here. She's back on Monday
Jasmine
next week.
Telephone messages I Un it 16
Tina OK. Well, could you take a message?

Jasmine Yes, of course .
Tell her I can come to the meeting on the 14th and that my
Tina 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.
ALL right, let me repeat that: you and Mr Toncini will be at the
Jasmine meeting on the 14th from 10 o'clock. Is there anything else I
can help you with?
II 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. Do you want to leave a

message for her?
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.kennedyfalowis-engineering.com.
Mark I'll read that back to you: diane dot kennedy at lowis hyphen
engineering dot com.
Jasmine Right. And I' LL tell her you called .
Did you know?
In ema il addresses, '@ ' is at, · -· is hyphen, ·: is dot and ·_· is underscore.
Understanding
2 Listen again and find the mistakes in the messages Jasmine writes for
27 Diane.
CD
Telephone message 1
From: Alai) Jay To: Dial)e Kel)l)edy
Mr Jay i> flyil)g to Liverpooll)ext mol)tJ, al)d will >ee you attJ,e >ale> col)ferel)ce.
Telephone message 2
From: Til)a Jame> To : Dial)e Kel)l)edy
M> Jame> i> comil)g to tJ,e meeti/)9 Of) tJ,e lftJ, witJ, J,er colleague Marco Tof"lcif"li.
5J,e'll arrive at 10 o'clock.
Telephone message 3
From: Mark Pole To : Dial)e Kel)l)edy
Mark called . He i> )ef"ld il)g you )ometJ,if"l9 if"l tJ,e po>t

Key phrases
Taking and Leaving a message
Can I take a message? Can I just check that?
Could you take a message? Let me repeat that: ...
---- - - - - --- -
Do you want to leave a message for her? I'll read that back to you: ...
Practice
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 Rogers want you leave a Do message for Mr to
?
OJ 4 John Carter wants Jasmine to give Diane a message. Listen to Track 28

28 and complete the form.
CD
Telephone message
From: JoJ.," Carter To: Dial)e l<.el)l)edy
Date: May Lf
Telephone messages I Un it 16
Language tip
Don't be afraid to repeat something back if you are not sure you have the right
information. Speak slowly and clearly, especially when you repeat back numbers
and names.
Speaking
5 A customer calls you to speak to your boss. You have to take a message.
29-30 Play Track 29 and speak after the beep. Then listen to Track 30 to
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 .}
17 Conference arrangements
Reserving a meeting room I Checking equipment I Arranging refreshments
Telephone call
D) 1 Jasmine wants to organize a large business meeting in a hotel. Listen to
31 her phone call. Where will the participants eat lunch?
CD
Apelles Hotel Reservation Department, Cindy Fox speaking.
Cindy
How can I help you?
Good morning. My name's Jasmine Goodman. I'd Like to
Jasmine reserve a room for a meeting from 9 o'clock until6 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.
OK, let me check .... Yes , that's fine, Ms Goodman. The
Cindy
Napoleon and the Wellington Suites are both available.
Excellent. I'd like the Wellington Suite, please. Now, does the
Jasmine
room have a projector?
Cindy Yes, and Internet. Is there anything else you need?
Jasmine Could you provide a flipchart and four pin boards?
Conference arrangements I Unit 17
Cindy Yes.
Good. Now, can you set up a coffee break for 10.15, and
Jasmine
another break for 4.30, please?
Cindy OK. What about water and juice during the meeting?
Oh, good idea! Next, lunch: Please could you reserve tables in
Jasmine
the hotel restaurant for 1 o'clock?
Cindy Certainly, Ms Goodman.
Jasmine Good. Now, would you mind repeating that back to me?
Of course. Friday 27th, the Wellington Suite from 9.00 until6.00
Cindy 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 don't forget the 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 ....
Did you know?
A pinboard in British English is called a bulletin board in American English.
Understanding
2 Listen again. Are the sentences true (T) or false (F)?
31
1 Jasmine wants to reserve a room for a conference. T/F
CD
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
Key phrases
Making a hotel reservation for a meeting
Please-could you reserve I book tables in
I'd like to reserve I book a room for a ....
the hotel restaurant?
Does the room have a ... ? Would you mind repeating that back
Could you provide a ... ? to me?
Can you organize I set up a coffee break
for ... ?
I Don't forget the ....
Practice
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!
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
?
OJ 5 Play Track 32 and listen to another customer speaking to Cindy Fox.
32 Complete the reservation form.
CD
Apelles Reservation Form
Customer n a m e : - - - - - - - - - - - - - - Company: Topaz Li9J,tin9

Date: _ _ _ _ _ _ _ _ _ _ _ _ _ _ Time: _ _ _ _ _ _ _ _ _ __
Meeting room: Napoleon 5vite
Participant n u m b e r s : - - - - - - - - - - - - - - - - - - - - -
Equipment required: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Refreshments: Coffee break+

Time required: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Workplace English
-- J JJ J JJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJú’ =
Conference arrangements I Unit 17
Language tip
When you are calling to make a reservation, use I'd like to reserve .... Then to
make any particular requests, use Could you ... ? or Can you ... ?, for example,
Could you provide tea and coffee?
When making arrangements over the phone, it is always worth asking for written
confirmation, for example, Could you confirm the details in an email?
Speaking
Q] 6 You are calling Cindy Fox to make a reservation for your company. Play
33- 34 Track 33 and speak after the beep. Then listen to Track 34 to compare
CD 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.}
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.}
18 Travel plans
Arranging a meeting I Checking availability I Agreeing a convenient time
Telephone call
31 Jasmine Goodman wants to make an appointment for her boss, Diane
35 Kennedy, with Peter Wasilewski in Gdansk next week. Jasmine phones
CD him. Listen to the conversation. When do they set up the meeting for?
Diane is flying to Warsaw the day after tomorrow and visiting

Jasmine Gdansk next week. Would it be possible for her to see you
then, Mr Wasilewski?
Peter Hmm, I' m quite busy, but I'm sure we can find time.
Jasmine I see. Do you have time on Tuesday afternoon at 2 pm?
Peter Er, no. I'm afraid I have a meeting from 2 until 6 o'clock.
Jasmine OK. Well, would Wednesday morning be convenient for you?
Ah, I'm sorry but I have an appointment at the dentist at 9.00.
Peter
IsMs Kennedy available on the day after? I mean Thursday?
Oh sorry, no, I'm afraid not. She has to be back in London by
Jasmine
noon on Thursday. Are you available on Wednesday afternoon?
Peter Hmm, let me see. Yes, I can do that.
Excellent! So, could you meet Ms Kennedy at 2.30 in your
Jasmine
office? Does that work for you?
Travel plans I Unit 18
Peter Yes, that's fine. I look forward to seeing her then.

Jasmine Thanks very much. I' ll tell her. Bye.
Peter Bye.
Did you know?
Use fvls for both married and unmarried women, or fvlrs for married women.
There is no similar distinction for men in English. It is always fvlr.
Understanding
DJ 2 Listen again and choose the best answer A, 8 or C for each question.
35
Peter Wasilewski's office is in:
CD
A London
8 Warsaw
C Gdansk
2 Mr Wasilewski's Tuesday afternoon meeting finishes:
A at some time before 6.00
8 at 6.00
C after 6.00
3 Diane is coming back to London:
A no later than 12.00 on Thursday
8 not before 12.00 on Thursday
C on Thursday afternoon
Key phrases
Asking for an appointment
Would it be possible for her to see you Are you I Is she available tomorrow I on
then I on ... I at ... ? Thursday?
Do you have time on Friday I next Tuesday? I Could you meet her at 4.30?
Would fvlonday I Thursday be convenient Does that work for you?
for you?

Practice
1 Are you available a 11.30?
2 Would Tuesday morning b time on Friday?
3 Could you meet Mr Carter at c on Tuesday morning?
4 Would it be possible for d Mr Rogers to see you?
5 Do you have e be convenient for you?
4 Put the words in the questions into the correct order.

10.30 you Does work for
?
2 Would Kennedy lunchtime, be you convenient Ms for
?
3 be it possible Would for him to me see tomorrow
?
4 John morning available on Is Monday
?
5 you to Jasmine meet quarter at Could four
?
I 5 Jasmine phones Eva Miskiewicz in Warsaw to make another

36 appointment for Diane. Put the sentences into the correct order to make
:o a conversation. Then listen to Track 36 to check .
... Diane will be flying to Warsaw on Monday. Do you have

Jasmine
time on Monday?
• Eva Sure. That would be fine.
I Jasmine
Well, are you available on Monday evening? Ms Kennedy
would like to take you to dinner.
• Eva Well , after 10.00 perhaps.
I Eva
That's very kind, but I have another appointment in the
evening .
• Eva On Monday? Hmm, that's difficult.
I Jasmine
Mmm, well, would Tuesday morning be convenient for
you?
• Jasmine Great! How about 11 o'clock? Does that work for you?
Travel plans I Unit 18
Language tip
Use until to describe a complete period of time during which an action takes
place, for example, I've got a meeting from 2 until 6 o'clock.= The meeting starts at
2.00 and finishes at 6.00.
Use by to set the latest point when an action has to take place, for example,
She has to be back in London by noon on Thursday = 12.00 Thursday is the latest
time when Diane must be back in the office in London.
Speaking
6 You are calling a customer to arrange a time for a meeting. Play Track 37
37- 38 and speak after the beep. Then listen to Track 38 to compare your
CD conversation.
Customer So you are flying to Madrid next week? Hmm, when can we meet?
You {Ask if he is free on Tuesday}
Customer Tuesday? No sorry, I'm away on a business trip.
You {Ask about Wednesday morning.}
Customer I'm afraid Wednesday morning is no good. I have to go to the
doctor.
You {Ask about Wednesday afternoon.}
Customer Um ... yes ... I think so.
You {Suggest 3 o'clock.}
Customer Is a little later possible?
You {Suggest 4 o'clock at the latest because you have to leave by 6.00.}
Customer Yes, that's fine. I'll see you then!
19 Welcome back
Greeting people you know I Giving a gift I Thanking somebody for a gift
Conversation
ú = 1 John Carter and Paul Rogers return to Lowis Engineering. Jasmine
v'D comes down to reception to meet them . Read their conversation and
watch the video. Why does Paul give Jasmine a present?
Jasmine Goodman. Hello, Sally.... John Carter and Paul

Jasmine Rogers? Yes, that's fine. I'll come and get them . ... Great,
thanks very much, Sally.
Paul Jasmine, good to see you again!
Jasmine Hello, Paul. Hi, John . Nice to see you again too!
John How are you, Jasmine?
Jasmine I'm fine, thanks. And you?
John Very well, thanks.
Jasmine Have you checked into your hotel OK?
John Yes, we have.
Jasmine Good, good .
Paul Thank you for organizing everything for us again.
Jasmine No problem.
Welcome back I Unit 19
And this is a small present from our company to say thank you
Paul
for all your help.
Jasmine ... Oh, thank you very much! That's really kind of you!
Paul No worries.
Jasmine I'll open it upstairs. Ready to go up?
Paul Yeah.
Did you know?
In some cultures it is impolite to open a present or gift immediately.
Understanding
a
DVD
2 Watch again. Are the sentences true [T) or false [F)?
1 John and Paul come up to Jasmine's office by themselves. T/F
2 Jasmine knows John and Paul already. T/F
3 John and Paul needed to make a hotel reservation. T/F
4 Jasmine is pleased with her present from John and Paul. T/F
5 Jasmine opens her present immediately. T/F
Key phrases
Greeting acquaintances, giving and receiving a gift
Good to see you again! Very well, thanks.
---+--
Nice to see you again too! ú ë = is a small present from ....
How are you7 _ _ _ _ __ __ _ Thank you very much! That's really kind
I'm fine, thanks. And you? I How about you? of you.
Practice
3 Match the sentences.
That's really kind of you! A Thank you very much. It's lovely!
2 How are you? B Nice to see you again too!
3 Good to see you again! c Fine thanks, Jasmine. And you?
4 This is a gift from our country. D You're welcome.
Workplace English
1_79
Z Z J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J J úJ
really you kind That's of
2 to again Diane see you Nice too ,
3 Tony are How you ,

_ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ ?
4 a us small of present from Here's all
5 thanks. about you And Fine , how

______________________ ?
5 Read the conversation between Jasmine and Jon Martin from Anchor
Hotels. In each numbered Line there is a small mistake. Find and correct it.
1 Jon Hello Jasmine. Good too see you again! _ _ __
2 Jasmine Hello, Jon. Nice to see you again to! _ _ __
3 Jon How is you? _ _ __
4 Jasmine Fine, thank . And you? _ _ __
5 Jon Very while, thanks. _ _ __
Jasmine Good.
6 Jon Thanks four using Anchor Hotels for your conference. _ __
7 Jasmine Mine pleasure. _ _ __
8 Jon And these is a small present from Anchor Hotels. _ _ __
9 Jasmine Oh, thank you very much! That are really kind of you! _ _ __
10 Jon Not it all. _ _ __
Welcome back I Unit 19
Language tip
When somebody thanks you, use one of the following replies:

fvly pleasure.
You 're welcome!
Not at all!
No worries. [Informal]
Speaking
6 You are meeting Colin, a colleague from another country, at your
39-40 company. Play Track 39 and speak after the beep. Then listen to Track 40
CD to compare your conversation.
Colin Hello! Good to see you again!
You (Reply.}
Colin How are you?
You (Say you 're fine and ask about him}
Colin Very well. And thank you so much for arranging my hotel room.
You (Reply.}
Colin And here is a small thank-you present for all your hard work.
You (Reply.}
Colin My pleasure!
r ·
r
20 Plans
Explaining a schedule I Describing a sequence of events I Talking about future plans
Conversation
ú = 1 Jasmine has put together a schedule for John Carter and Paul Rogers.
JVD Read their conversation and watch the video. Who has John met before?
So, here's the schedule for the next two days. Can I just run
Jasmine
through it?
John Yes, of course.
All right. First of all, this afternoon you're meeting Chris Fox,
Jasmine the factory manager, together with Diane. They want to show
you the factory.
Paul Interesting.
After Chris has given you the tour, Diane wants to show you some
of our ideas for the new equipment and you can talk to some of
Jasmine
our engineers. And then Diane is taking you to dinner, together
with Mr Harris, the Managing Director of Lowis Engineering.
John Sounds good.
Next, tomorrow morning at 9.30, Diane and I are picking you up
Jasmine from your hotel to take you by car to our test facility just outside
of London and you can see some of our equipment in action.
Paul That'll be interesting.
Plans I Unit 20
I hope so. While you 're there, you're meeting the test manager,
Jasmine
Jim Gibson, and he can show you everything.
John Great, I know Jim already, in fact.
Ah, good. Finally, at about 4 o'clock a taxi's picking you up from
Jasmine here and taking you to the airport. Your flight back to Australia
is at 7 o· clock, I think.
Yes, that's right. Well, that all sounds very well organized.
Paul
Thanks again, Jasmine.
Jasmine You're welcome .
Understanding
a
OVD
2 Watch again and complete the schedule below for John and Paul.
Today
11.00 am- arrive LolNi£ Engineering
1.00 pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
3.00 pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
6.00 pm _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Tomorrow
9.30 am _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
4.00 pm J ú J J J K K I J J J J J J J J J J J J J J J J J J
7.00 pm - ffightto Sydney
Key phrases
Outlining a schedule
First of all, .... Next, ... .
I After I After that· ··_:__ While ... .
And then .... Finally, ... .

Practice
3 Complete this article about how to run a successful meeting using the
words in the box below.
I after finally first next then while
Did you know that the average business discussion is difficult.

person sits in meetings for 190 hours (3) you must plan the
every year? That's eight days! So how agenda carefully and (4) _ _ __
can you organize effective meetings? send it in time for people to prepare.
(1) of all, think: is a (5) the meeting is
meeting necessary? running, make sure that there is
(2) you have decided it is coffee and water for everybody.
necessary, don't invite too many (6) , check that everybody
people. More than seven and good has ... .

I'm to Today listen to to my, English work CD while planning driving
2 all, meeting we're having First a of
3 that, I'm lunch with having After Jasmine
4 writing for boss Then a report, I'm my
5 this a evening I'm going to Finally, movie
5 Look at your diary for next week and write down your plans.
First of all, on Monday I'm _ _ _ _ _ _ _ _ _ _ _ _ __
After I After that, on Tuesday _ _ _ _ _ _ _ _ _ _ _ __
And then on Tuesday afternoon _ _ _ _ _ _ _ _ _ _ _ __
Next, on Wednesday _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Finally, on Friday _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Plans I Unit 20
Language t ip
Use the present continuous tense to talk about definite future plans, for example ,
This afternoon you 're meeting Chris Fox.
See page 149 for more information on the present continuous.
Speaking
0) 6 Your manager wants you to explain her schedule for tomorrow with an
41-42 important customer, Ms Sahdi. Use the diary below to help you. Play
CD Track 41 and speak after the beep. Then listen to Track 42 to compare
your conversation.
Tomorrow
10 .00 am- pick up M> 5aJ.,d i at airportj )hoi.N J.,er tJ.,e nei.N office
11.00 am- meetin9 M> SaJ.,di, you and >ale> team
1.00 pm- take M> 5aJ.,di to lunch
3.00 pm- vi>itfactory and explain about nei.N equipment
7.00 pm- 90 to tJ.,eatre and J.,ave dinner
Manager Ah, there you are . Can you tell me about my schedule for tomorrow
with Ms Sahdi?
You (First of all, at 70.00 you 're picking up fvfs Sahdi at the airport and .... )
Manager I see. What next?
You (Next, at 11.00 ... .)
Manager Very well. And then?
You (And then, ... .)
Manager I see. After that?
You (After that, ... . )
Manager Good ! Anything else?
You (Finally, ... .)
Workplace English
- - -- - - - -- - -- - -- - - - - - - -
21 A change of plan
Changing arrangements I Apologizing I Giving reasons for changes
Conversation
ú = 1 Jasmine has put together a schedule for John Carter and Paul Rogers.
>VD Read their conversation and watch the video. What's the problem?
... and I think that Diane can explain that later. Just a moment! ...
Jasmine Goodman ... Oh, hello Diane ... yes, John and Paul are
Jasmine here already ... Oh dear! ... Right ... Yes .... I' ll tell them ... No,
don't worry. Yes ... yes .... No problem ... OK ... Well, I hope she's
better soon .... Right, bye ... . Bye.
John Is there a problem?
Jasmine Yes, I'm afraid there is. That was Diane. Her daughter's sick.
Paul Nothing serious, I hope?
No, I don't think so but she does need to take her to the doctor. I
truly apologize but she can't come around the factory with you
Jasmine
today. So we need to adjust the schedule because she really
wants to do that with you.
John OK.
So I want to move forward the visit to our test facility that we
Jasmine
planned for tomorrow, to today ...
John All right.
A change of plan I Unit 21
... and move back the visit to the factory to tomorrow so Diane can
Jasmine
come as well. She sends her apologies for changing the plan.
No problem. And ... at dinner this evening? Will you come as well,
Paul
or is it just Mr Harris?
Just Mr Harris. I'd love to come but unfortunately I have to
Jasmine
babysit for a friend this evening. I'm really sorry!
Did you know?
Use to move or bring forward in British English or move up in American English to

say that something will be done earlier than planned. In British English, to move
back or put back means to do something at a later time or date.
Understanding
a
DVD
2 Watch the video again. What changes does Jasmine make to the schedule?
Today Tomorrow
11.00 am- tovr factory with Diaf)e 9.30 am- vis-ittes-tfacility. Meet Jim
af)d Chris- Fox Gibs-of)
1.00 pm- s-af)dwicheS" if) office 4.00 pm- taxi from Lowis-
3.00 pm- meet s-ales- team Ef)9if)eerif)9 to airport
6.00 pm- dif)f)er with Diaf)e af)d 7.00 pm- fli9htto 5ydf)ey
Mr HarriS"
Key phrases
Apologizing Changing arrangements
----------------+----
_.__________ We need to adjust the schedule I change
I'm afraid there's a proble_m
I truly apologize but.. . . the plan.
-----------------+------------------------------1
_S_ ë É| å| Ç| ë| Ü| É| ê | ~|é |ç |ä ç|Ö|á É|ë | ú|ç ê| K| ’ ’ | ’= _______ 1 want to move I bring forward {UK}/
he__
1
I'd love to XYZ but.... move up {US} .... x ú z =
I'm so sorry I I'm so sorry for ... . I want to move back I put back {UK} ... . [-7 1
Practice
1 They send their apologies A up the meeting.
2 The boss wants to move B but we're away on vacation.
3 I need to C back the flight by two hours .
4 We'd love to D for the delay.
5 The airline has put E adjust the schedule.
salesteam telephone want bring The conference call forward to the
2 I for hotel truly the problems with apologize the
3 I'm afternoon there's the change to a timetable afraid this
4 sent apologies his He for delay the
5 so presentation sorry we put I'm the to tomorrow back
I truly sorry up back need afraid I

1 I'm there's a problem with the flight.
2 I'm so you had to wait.
3 apologize for the delay.
4 We to change the schedule.
5 I'm moving the meeting from 4 to 3.
6 I'm putting the visit from 3 to 4.
Language tip
If you want someone to understand that something is important, use the auxiliary
verb do, or emphasizing words like truly, really or so.
She does need to take her to the doctor.

She really wants to do that with you.
I truly apologize.
I'm so sorry.
A change of plan I Unit 21
Speaking
0) 6 You have to telephone an important customer, Ms Sahdi, about some
43-44 changes to the schedule for April 7 that you sent her. Use the diary below
CD to help you. Play Track 43 and speak after the beep. Then listen to
Track 44 to compare your conversation.
Ms Sahdi's schedule, Tuesday- April 7

10.00 am- met by Mr l<.i119 attJ.,e airport; t;hoLN J.,er tJ.,e 11eLN office
11.00 am - meeti119 LNitJ., Mr l<.i119 a11d t;alet; team
1.00 pm- lv11Ch i11 ret;tavra11t
3.00 pm- Vit;itfactory a11d t;ee 11eLN eqvipme11t
7.00 pm- tJ.,eatre a11d di1111er
Ms Sahdi You need to make some changes to the schedule for tomorrow? No
problem. Tell me.
You [Apologize because fvlr King is sick. You will pick her up from the
airport.)
Ms Sahdi I see.
You [Bring forward the visit to the factory to 11 o'clock.)
Ms Sahdi I see. After that?
You [Apologize that you want to cancel lunch in a restaurant. Sandwiches
in the office after the factory visit.)
Ms Sahdi That's fine. I don't eat lunch normally. Any other changes?
You [fvlove back the meeting with the sales team to 3 o'clock.)
Ms Sahdi That's a good idea. And in the evening?
You {Tell her you are taking her to the theatre and then to dinner.)
Workplace English
22 How was your visit?
Asking about past events I Answering questions about the past I Asking opinions
Conversation
ú = 1 Jasmine asks John Carter and Paul Rogers about what they did yesterday.
tD Read their conversation and watch the video. What didn't Paul see?
... and Diane is just in a short meeting with Mr Harris. She'll be

Jasmine here in five minutes to go with us to the factory. But how was
your visit to our test facility yesterday?
John It was very interesting. We saw a lot.
Jasmine Did you see the new computer centre?
Paul Yeah, we did. Very impressive! How much did it cost?
Oh, it cost a lot of money! I'm sure Diane knows how much. You
Jasmine can ask her later. What did you think of the testing equipment for
the pumps?
I didn't see it, I'm afraid. I stayed in the computer centre. But
Paul
John did.
John I thought it was fantastic. Very important for checking quality.
Jasmine How long did you stay?
Paul A couple of hours, I guess.
ú M= I Workplace English
How was your visit? I Unit 22
It was longer than that, Paul! We stayed at least three hours. And
John then your Managing Director, Mr Harris, met us and took us to
dinner.
Jasmine Did you like the restaurant?
Paul Yeah, it was great.
Jasmine How about you, John?
John Yes, I liked it a lot. I can always eat Italian food.
Did you know?
There are small spelling differences between British and American English, for
example centre [UK] and center [US]. Another one is color [US] and colour [UK].
Understanding
a
DVD
2 Watch again and choose the best answer A, 8 or C for each question.
John and Paul:
A are going to the test facility
B were at the test facility
C are at the test facility
2 Paul:
A tested the pumps
B thought about the testing equipment
C was in the computer centre
3 The restaurant was liked by:
A both of them
B only Paul
C only John
Key phrases
Asking opinions
How was your visit? Did you Like the ... ?
I
What did you think of ... ?
I
Talking about the past
It was .... I didn't see it. I I thought it was .. ..
Did you see ... ? ú =Yes, we did. I We saw .... How long did you ë í ~ ó \ ú =We stayed ... .
How much did it Å ç ë í \ ú =It cost ... . ú f =Liked it a lot I very much.
Practice
3 Comp lete the sentences with the words in the box.
I did didn 't emailed was was wasn't were
_ _ _ _ _ _ speak to Mr Harris yesterday. He was sick .

2 Jasmine _ _ _ _ _ _ him the report Last week.
3 'How Long the flight yesterday? ' ' It _ _ _ _ _ _ that Long .
About two hours. ·
4 _ _ _ _ _ _ you see Diane this morning?
5 'How Long _ _ _ _ _ _ you in the meeting?' 'I think it _ _ _ _ __
about three hours.·

How spend much did money you
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?
2 night I the equipment checked Last
3 you yesterday presentation email Paul Did the

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?
4 did have Where Lunch they

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?
5 Fox did you Chris What show
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _?
5 Complete the sentences using the verb in brackets in the past simple
tense.
Jasmine _ _ _ _ _ _ [meet] the visitors from reception at 9 o· clock.
2 Diane _ _ _ _ _ _ [not go} to the test facility with John and Paul
yesterday.
3 Jasmine _ _ _ _ _ _ [email} the invitation to Mr Cao in March.
4 How Long _ _ _ _ _ {to be} your flight?
5 When _ _ _ _ _ _ you _ _ _ _ _ _ [check] the equipment?
6 _ _ _ _ _ _ {to be} you at the airport on time?
7 Mr Harris _ _ _ _ _ _ [to have] a meeting with Diane at 9 o'clock .
How was your visit? I Unit 22
Language tip
Use the past simple tense to talk about something that happened in the past at a
particular time and is now finished, for example, We stayed at least three hours or
It cost a lot of money
Also, when you want to give your opinion, start your sentence with I think or I
thought [if talking about the past].
See page 150 for more information on the past simple and page 154 for a list of
irregular verbs like cost.
Speaking
DJ
45- 46
6 It's Friday. Your manager wants to know what you did this week. Answer
his questions using the key words below to help you. Play Track 45 and
CD speak after the beep. Then Listen to Track 46 to compare your
conversation.
Manager And can you tell me about this week? What did you do on Monday?
You {check I sales figures)
Manager I see. What about the sales presentation?
You {go I sales presentation I Wednesday)
Manager How was it?
You {think I excellent)
Manager Very good. And did you visit the customer afterwards?
You {visit I customer I Thursday)
Manager That"s fine. Was Paul Rogers there?
You {fvfr Rogers I not come I meeting)
Manager That"s too bad .
You {What I you I do I this week?)
23 What can I do for you?
Asking for help I Offering help I Looking after guests
Conversation
g)1 Paul needs Jasmine to help him. Read their conversation and watch the
lVD video. How many different things does she do for him?
Paul Jasmine, can you help me?

Jasmine Yes, of course. What can I do for you?
Paul I want to print the draft contract from this flash drive.
Jasmine No problem. Which document is it?
Paul There! The APU and Lowis Engineering contract document.
Jasmine ShaUl print one copy or two?
Paul Er, two please, if that's all right.
Jasmine Fine. Would you like me to staple them together?
Paul Yeah. Thanks very much.
Jasmine There you are. Can I do anything else for you?
Paul No. That's all thanks.
Jasmine Well, let me know if you need anything.
Paul All right. Thanks very much, Jasmine. Almost ready.
What can I do for you? I Unit 23
Jasmine Ah, good. Thanks. Paul? John's downstairs when you're ready.
Paul Great. Tell him I'LL be with him in a moment.
Jasmine Yeah. He 'LL be with him in a moment.
Understanding
a2
DVD
Watch again. Are the sentences true (T) or false (F)?
Paul wants Jasmine to print the final contract. T/F
2 The contract is on Jasmine's computer. T/F
3 Paul wants more than one copy of the contract. T/F
4 Paul doesn't need any more help. T/F
5 John is waiting for Paul. T/F
Key phrases
Offering help
What can I do for you? There I Here you are.
Which document I file I folder is it? Can I do anything else for you?
Shall/ ... ? Let me know if you need anything.
Would you like me to .. . ?
Practice
1 Would you Like A a car to the airport?
2 Can we do B he needs anything.
3 Let us know if C me to call a taxi?
4 Shall I book you D can I do for you?
5 What E anything else forMs Sahdi?

we for you arrange Shall a car rental
?
2 Cao like presentation Would else anything for Mr his
?
3 I do John Can anything else you, for
?
4 can do I for What them
?
5 Jasmine you something know if Let need
6 is Which it file
?
I 5 Jasmine needs some help from Sally at reception. Put the sentences into
i7 the correct order to make a conversation. Then listen to Track 47 to check.
:o
Jasmine Sally, can you help me with something?
. Sally You're welcome!
. Sally Sure. What can I do for you?
• Jasmine Oh, a BMW I think .
• Jasmine Good idea. Then she can get the keys from you .
• Jasmine Yes. 9 o'clock is fine .
• Sally OK. Well, which type of car does she want?
I
• Jasmine No, that's all. Thanks a lot.
Sally All right, a BMW. Would you like me to ask them to
deliver it to the company?
• Jasmine I need to rent a car for Diane, but I haven't done it before .
• Sally OK. Can I do anything else for you?
. Sally No problem. Shall I order one for 9 o'clock?
What can I do for you? I Unit 23
Language tip
Use There I Here you are when you give something to somebody.
Speaking
6 Your manager needs your help with a business trip. Make suggestions.
48-49 Play Track 48 and speak after the beep. Then listen to Track 49 to
Manager Can you help me?
You {Ask what he wants.)
Manager I need to fly to London on Thursday morning.
You {Offer to make a flight reservation for him.)
Manager Oh, thanks very much. And I need a hotel for Thursday and Friday.
You {Offer to reserve a room at the Anchor Hotel.)
Manager Yeah, that's a nice hotel.
You {Ask if he wants anything else.)
Manager No, that's all at the moment, thanks.
You {Tell him to ask if he needs anything else.)
2' Goodbye
Saying goodbye politely I Thanking people I Wishing people a good trip
Conversation
ú = 1 Jasmine is saying goodbye to John and Paul. Read their conversation
VD and watch the video. Why does it sometimes take longer to get to the
airport on Friday?
Jasmine So, your taxi should be here soon.

John How long is it from here to the airport?
Oh, only half an hour normally. But on Friday there's
Jasmine
sometimes lots of traffic.
Paul Well, our flight isn't until 7.00, so we have lots of time .
Jasmine Oh, look, there 's the taxi!
John Well, goodbye then, Jasmine.
Jasmine Yes, goodbye. It was nice seeing you again.
Paul Yeah, and thanks very much for organizing everything for us.
Jasmine My pleasure. I hope you enjoyed your visit.
Definitely. It was great visiting the factory and seeing the
John
equipment in action.
Jasmine Good. I'm glad you enjoyed it.
Goodbye I Un it 24
John All right. We must go then.

Jasmine Yes, the taxi's waiting.
Paul So, see you again soon, I hope.
Jasmine Bye, bye. Take care.
Paul Thanks, Jasmine. Bye .
Jasmine Bye. Have a good flight!
Did you know?
When you say goodbye in English to somebody who is important to you, you very
often repeat yourself several times like in the example above. It is unusual to
simply say Bye and just go. That is seen as unfriendly.
Understanding
a2
DVD
Watch again and choose the best answer A, 8 or C for each question.
John and Paul's flight leaves:
A before 7 o· clock in the evening
B at 7 o· clock in the evening
C after 7 o· clock in the evening
2 John was:
A pleased with his visit
B bored with his visit
C disappointed with his visit
3 Jasmine says that she hopes John and Paul :
A are very careful
B come again soon
C have a comfortable trip
Key phrases
Saying goodbye
Well, goodbye then. Good. I'm glad you enjoyed it.
Yes, goodbye . It was nice seeing you again. So, see you again soon, I hope.
Thanks very much for .. . . Bye, bye. Take care .
I hope you enjoyed your visit. Bye. Have a good flight!

Practice
3 Match the sentence on the left with the response on the right.
1 I hope you enjoyed the presentation. A I hope so too.
2 Goodbye, take care! 8 My pleasure!
3 So, see you again soon I hope. C It was great.
4 Thanks very much for looking after us. D Thanks, bye.
5 Bye. Have a good trip. E Yeah, you too! Bye .
Well, Chen goodbye, Mrs then
2 hope We you your enjoyed stay
3 glad interesting that your We're visit was
4 was again both great seeing It you
5 see hope you again So, soon, we
6 have flight Goodbye and a home good
5 Write a sentence that goes with the response underneath.
I hope to see you again soon too.

2
Definitely. It was a fantastic presentation.
3
I'm sure we will. Singapore Airlines is very good!
4
Yeah, thanks. Bye, Sally.
5
It was nice meeting you again too.
Goodbye I Unit 24
Language tip
When you are thanking someone, make sure you sound enthusiastic about what you
did with them. You can use these adjectives to say what you think of something:
It was great I fantastic I wonderful I terrific.
Speaking
6 You are saying goodbye to two visitors to your company. Play Track 50
50- 51 and speak after the beep. Use the key words to help you . Then Listen to
CD Track 51 to compare your conversation.
Visitor 1 Well, we must go. Goodbye then.
You {goodbye I nice I meet I again)
Visitor 2 Yes, it was. And thanks for making the hotel reservation.
You {My pleasure I hope I enjoy I visit)
Visitor 1 Oh yes, it was great. I learned a lot.
You {I I glad I visit I useful)
Visitor 2 Definitely. So, see you again soon, I hope.
You {Yes I hope so I too I have I good I flight I goodbye)
Visitor 1 Thanks. Bye.
Visitor 2 Bye bye.
You {goodbye)

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Contents

Meeting for the first time

Greeting visitors I Asking somebody's name I Completing a form

, Did you know?

In English we do not use the 24-hour-clock in everyday conversation. If we want to

ú O= Watch again. Are the sentences true (T) or false (F)?

5 seat Please a have

Lowis Engineering -Visitor Form

Surname I Last name _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __

First I Given name

Time in _____q_.3_0________ Timeout _________________

6 Complete the visitor form with information about yourself.

Telling the time

Welcoming visitors to a company I Introducing yourself I Taking visitors to a meeting

Did you know?

2 floor We to take need the to lift the 3rd

3 Carter me, Excuse are Mr you

5 Carter me asked Mr meet to you.

D) 5 Jasmine Goodman is meeting another visitor at reception. Complete the

Use Excuse me to start a conversation with someone you do not know or to

' Did you know?

I'm a personal assistant I salesman I I deal with ....

Workplace English 115

5 Complete the sentences with information about your own work.

Looking after visitors I Offering visitors refreshments I Apologizing for a delay

Jasmine Here we are. Can I take your coat?

Jasmine Here you are, Paul.

Did you know?

Another way to say Don't worry when someone apologizes is No problem.

Can I take your coat{s}? How I What about you, ... ?

Would you like milk and s_ugar? be here soon.

Workplace English 119

3 you down like to Would sit

5 Carter here soon should Mr be

6 you sugar like milk Would and

8 are you Here

4 Match the sentences.

5 Complete the sentences with words from the box.

Jasmine So, how was your flight?

Jasmine Mmm ... do you like football? You know, soccer?

Did you know?

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

D 2 Watch again and answer the questions.

How's I How is the hotel? Would you like to ... ?

4 Write the questions to go with the answers.

Making introductions I Meeting people I Using first or given names

Did you know?

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

• Diane Nice to meet you , Mr Kline .

• MrKline 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?

From: jasmine.goodman@lowis .com

Time in _____q_.3_0 Timeout _________