Berlitz Biz English 6 (Complete) SG

Business English
NEW
6
COMPLETE
NOW WITH ONLINE PRACTICE
ISBN 978-1-62284-846-1
B1.2
9 781622 848461
Business English
6
COMPLETE
Berlitz Languages, Inc.

Princeton, NJ
USA
Writer: Denise Kruelle
We would like to thank the many Berlitz instructors and staff who have
contributed to the creation of this course.
Disclaimer:
Brands and company, product, and service names mentioned in this publication
are for identification purposes only, and are not affiliated with Berlitz. All
trademarks and registered trademarks are the property of their respective
owners.
Copyright© 2018 Berlitz Languages, Inc.
All rights reserved. No part of this book may be reproduced or transmitted in any form
or by any means electronic or mechanical, including photocopying, recording or by
any information storage and retrieval system without permission in writing from the
Publisher.
Berlitz Trademark Reg. U.S. Patent Office and other countries

Marca Registrada
ISBN: 978-1-62284-846-1
First Digital Edition — August 2018
For use exclusively in connection with Berlitz language instruction.
Berlitz Languages, Inc.

7 Roszel Road
Princeton, NJ 08540
USA
WELCOMES YOU TO
Business English 6 Complete
Berlitz English is the fastest, the most practical, and the most enjoyable way to learn English.
To get the most of your English program, you should …
• attend all your scheduled classes
• do all online and customized practice assignments
• review each unit after class
• preview each unit before class
• practice speaking English anytime you can
• visit English websites to learn more about unit topics
• read English magazines, books, and newspapers
• watch videos, movies, and TV programs in English
• try to speak and learn more English every day!
If there is anything we can do to make your learning more successful and enjoyable, please let us know. We’ll
do everything we can to help you reach your goals.
We wish you great success with your English studies!
The Berlitz Team
©2018 Berlitz Languages, Inc. v

For Students...
Student Guide Features
A lesson-specific speaking goal begins the lesson with a clear, achievable learning objective.
Each unit of instruction starts with a summary of key vocabulary and expressions and
additional language that will be necessary to master the unit’s speaking goal in a clear,
concise manner.
Each activity in the unit is clearly labeled with the skill or language point being targeted,
setting the perfect tone and encouraging focus for immediate success.
Listening activities offer opportunities to listen and respond to language in real-life contexts.
Audio scripts for each listening activity are included.
Interactive activities can be completed directly in HTML versions, and all answers are
recorded online for easy access on the go.
vi ©2018 Berlitz Languages, Inc.

Additional Features and
Components
The Student Materials Portal provides access to online and downloadable Student Guides,

and enables the student to monitor and track progress throughout the course.
Online Practice, also available via the Student Materials Portal, provides interactive review
and exercises that can be accessed on mobile devices or online in order to practice any time,
any place.
Review Units present an opportunity to review and practice skills in class, including speaking,
listening, reading, and writing.
Audio CDs and downloadable audio files provide in-class and on-the-go listening practice,
depending on the type of package selected.
©2018 Berlitz Languages, Inc. vii

CONTENTS
SPEAKING GOAL PAGE TOPICS GRAMMAR
Describe your 1 Company strategy and Unreal (2nd) conditional (review). For
1
company’s current SWOT analysis example: If we moved our facilities to
Florida, our employees wouldn’t have to
position
pay any state income taxes.
Assess the 5 Competition, products, Phrases for comparing / contrasting:

2
competition prices, and service When it comes to …; As far as … is / are
concerned …;
In terms of …
Phrases that mean better and best
Describe changes and 9 Business activity and Adverbs and adjectives to describe
3
trends trends degrees of change. For example: Costs
have increased slightly. There has been a
modest improvement in profits.
Prepositions used to describe change.
For example: rose to, cut by, a drop of
Make forecasts and 15 Business forecasts Degrees of likelihood: bound to, certain
4
projections to, sure to, will most likely, unlikely, to
doubt … will …, certainly won’t, can’t
possibly
Discuss market 19 Market research I Modifying comparisons with as … as. For

5
research plans example: An apple costs just as much as
an orange.
Create and ask 23 Market research II Direct vs. indirect / formal questions. For
6
market research example: Where are you going? Would
you mind telling me where you are
questions
going?
Suggest courses of 27 Market research Making inferences / drawing

7
action findings conclusions: it seems / appears that; it
seems / appears to
Prefix: re- (extension)
Report market 31 Survey results and however, in spite of, despite

8
research results analysis Fractions and ratios
viii ©2018 Berlitz Languages, Inc.

Handle problems in 35 Conference calls Echo questions for clarification. For

9
telephone and online example: I’m sorry, you’d like to receive
our report by when?
meetings
Pronunciation: Linking sounds between
words
10 Review 39
Interrupt to ask a 52 Conference calls: Reflexive pronouns vs. each other

11
question or make a Interrupting Using to ask a question vs. to have a
question (extension)
comment
Make apologies and 57 Conference calls: Past perfect (review). For example: By

12
excuses Arriving late or leaving the time I arrived, the meeting had
early already begun.
Describe working 62 Workplace such vs. so

13
conditions Workplace-related idioms, and
expressions. For example: It’s so quiet
you can hear a pin drop. (extension)
Talk about job 66 Job satisfaction Present and past participles as

14
satisfaction adjectives (-ed vs. -ing) to describe
feelings, emotions, attitudes. For
example: Even though my job is
fascinating, I’m often worried about
meeting my deadlines.
Describe job perks 71 Job perks and benefits Phrases with present participles as
15
and benefits subjects. For example: Working from
home allows me to be more creative.
Describe a process or 75 Production processes Passive voice to describe processes

16
procedure and work procedures If …, then … to describe procedures
State concerns and 78 Production problems Past perfect (review). For example:
17
discuss causes of Production was falling because we had
never replaced our machinery.
production problems
©2018 Berlitz Languages, Inc. ix

Handle order 82 Customer complaints Past conditional. For example: If the

18
complaints and work had been done properly, I wouldn’t
have called you.
problems
Apologizing. For example: I’m sorry for
any inconvenience this has caused. I
apologize for not getting back to you
sooner.
by vs. until (extension)
Request payment 87 Invoices, payments, Conditional constructions: In the event

19
past due accounts that / So long as / As long as / Should /
Provided that
Payment on / of / for / in ….
20 Review 91
Present ideas for 103 Safety and injuries Reported commands. For example: They
21
promoting safety at warned us not to take the elevators in an
emergency.
work
injury vs. damage; safety vs. security
(extension)
Describe reactions to 108 Work-related stress Verbs of perception: to sound, to look, to

22
stress seem, to feel
Discuss time 113 Time management Causative: active vs. passive. For
23
management example: I’ll get Greg to help you this
afternoon. / We have our tax returns
strategies
prepared by our accounting firm.
Describe 117 Management styles Softening language with not the -est, not
24
management styles as … as, more, not very, not too. For
example: The sales clerk is not as helpful
as she could be.
Describe ambitions 121 Organizational Idioms and expressions related to work

25
and aspirations structure and roles: a cog in the machine, the low man
positions on the totem pole, the new kid on the
block, etc.
x ©2018 Berlitz Languages, Inc.

React to ideas, 126 Teamwork Subjunctive after to suggest,

26
comments, and to recommend, and to propose (active
and passive voice). For example: I
suggestions
propose that Martin start right away.
Someone suggested the launch be
moved up.
Delegate tasks 130 Delegation Expressions with to make and to do

27
(extension)
Discuss travel 134 Travel Stating preferences: to prefer + to,

28
arrangements to prefer + -ing, to prefer … to …, would
rather. For example: I prefer to fly. I
prefer flying to taking the train. I’d rather
fly.
Comment on service 139 Customer feedback Passive with modals: Past form. For
29
delivery example: A refund could have been
given. We might have been given other
options. We should have been offered
free snacks.
Pronunciation: been vs. being
(extension)
30 Review 144
Describe the service- 156 The service-profit Adjectives followed by the subjunctive.
31
profit chain chain For example: It’s urgent (that) we meet
today.
Discuss how to build 161 Customer loyalty Future progressive (review) (extension).

32
customer loyalty For example: You can rest assured that
we will be shopping at Pendleton’s in the
future.
Talk about what 165 Pet peeves Time expressions in reported speech. For
33
annoys or frustrates example: George told me he had met our
new boss the day before. I told him I’d
you
met her that night.
©2018 Berlitz Languages, Inc. xi

Expressions to describe frustration and

annoyance (extension). For example: It
drives me up the wall. It made me
hopping mad. She was fuming. He
looked like he was going to blow a
gasket.
Communicate 170 Email communication Replacing phrases with verbs, adjectives,

34
efficiently by email and possessives. For example: to come
to an agreement → to agree; products of
high quality → high-quality products; the
needs of our clients → our clients’
needs.
Ask for and offer 176 Mistakes Pointing out errors

35
assistance Homonyms
Explain the 181 Appraisals Expressions with matter. For example:

36
performance Jerry’s performance is a matter for
concern. As a matter of fact, his sales
appraisal process
are down 50%. And as you know, sales
are what matters most.
Word families: the suffix -ive (extension)
Assess (your) 185 Employee pretty, fairly, quite, and rather +

37
performance performance I adjective / adverb. For example: The
presentation went fairly well. The client
was quite enthusiastic about the
product. I’m pretty sure we made the
sale.
Pronunciation: stressing pretty, fairly,
and quite vs. stressing the adjective /
adverb (extension)
Give an employee a 189 Employee Uses of had better (not). For example:
38
warning performance II You’d better not do that again.
Expressions for fired (extension)
Uses of not even. (extension) For
example: Twenty dollars? I don’t even
have a dollar!
Give praise and 194 Employee Idioms with hand. For example: a free
39
compliments performance III hand, firsthand, to give … a big hand,
to hand in, to hand out, to have a hand in.
xii ©2018 Berlitz Languages, Inc.

Word Power: compliment vs.

complement (extension)
40 Review 197
Complete Audio A-1

Scripts
©2018 Berlitz Languages, Inc. xiii

UNIT 1
In this lesson you will ...
Describe your company’s current

position
Vocabulary & Expressions Grammar Item
threat to survive Unreal (2nd) conditional (review). For example: If

strategy aggressive(ly) we moved our facilities to Florida, our employees
external competitive advantage wouldn’t have to pay any state income taxes.
internal to build on
(external) factor to enhance
finances to exploit
legislation to take advantage of
lack (of) to offset
downturn reputation
upturn market niche
WARM-UP
– Have you done a SWOT analysis recently?

– A SWOT analysis?
– That’s right—an evaluation of your strengths,
weaknesses, opportunities, and threats.
– I don’t think so. What’s involved?
– Well, you need to consider all the things you are
good at and not so good at now—your strengths
and weaknesses. Then you should identify those
things that might be good for you or harmful to
you in the future—your opportunities and threats.
©2018 Berlitz Languages, Inc. Describe your company’s current position • Unit 1 | 1
VOCABULARY & EXPRESSIONS
Internal factors vs. external factors

competition consumers delivery economy finances legislation marketing
politics pricing production products staff technology the market

Internal factors External factors
LISTENING 1
How are we doing?

What internal factors does the consultant mention? Strength Weakness

What external factors does the consultant mention? Opportunity Threat
2 | Describe your company’s current position • Unit 1 ©2018 Berlitz Languages, Inc.
What’s the current strategy?
strengths: maintain, build on, enhance weaknesses: resolve, reduce, eliminate

opportunities: exploit, take advantage of threats: avoid, decrease, offset

To maintain our reputation for high quality, we’ve created a quality review team.
We will resolve some of our customer service issues with additional staff training.
There are market niches we haven’t exploited yet.
We could move some of our production elsewhere to avoid the tax increase.
My notes
©2018 Berlitz Languages, Inc. Describe your company’s current position • Unit 1 | 3
PERFORMANCE
A SWOT analysis
Strengths Weaknesses
• •
• •
• •

Opportunities Threats
• •
• •
• •
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.
4 | Describe your company’s current position • Unit 1 ©2018 Berlitz Languages, Inc.
UNIT 2
Assess the competition

Vocabulary & Expressions Language Focus
a good deal (lower) first-class Phrases for comparing / contrasting: When it

exceptional first-rate comes to …; As far as … is / are concerned …;
superior to unequaled (unequalled In terms of …
a cut above UK) Phrases that mean better and best
way ahead of second-to-none
WARM-UP
– Who are your competitors?

– Well, we’ve got quite a few, but our biggest
competitor is Cooperative Auto Service.
– And how do you compare?
– Their prices are a good deal lower than ours, but
when it comes to providing exceptional service
and guaranteed satisfaction on repairs, they can’t
beat us.
Researching your competitor
©2018 Berlitz Languages, Inc. Assess the competition • Unit 2 | 5

Prices Quality Marketing Customer Service Sales
LANGUAGE FOCUS
When it comes to price …
When it comes to quality, our products are much better than our competitors’.
In terms of prices, we are somewhat more expensive than the other brands.
As far as size is concerned, we may be small, but we’re quick to adapt.

Better and best
superior to first-class can’t be beat

a cut above first-rate unequaled
way ahead of top-notch second-to-none
6 | Assess the competition • Unit 2 ©2018 Berlitz Languages, Inc.

1. We are a cut above the competition.
→
2. Our sales team is top-notch.

→
3. Our customer service is second-to-none.

→
Tip! unequaled
unequalled
My notes
©2018 Berlitz Languages, Inc. Assess the competition • Unit 2 | 7

PERFORMANCE
Us vs. them
Our company Competitor A Competitor B

Prices
Quality
Marketing
Customer Service
Sales / Market Share
Other:

Other:

ONLINE PRACTICE
within this unit): Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock, Age Fotostock, Age Fotostock,
Age Fotostock
8 | Assess the competition • Unit 2 ©2018 Berlitz Languages, Inc.

UNIT 3
Describe changes and trends

Vocabulary & Expressions Grammar Items
inflation modest Adverbs and adjectives to describe degrees of

straight flat change. For example: Costs have increased
to post (a profit) advantageous slightly. There has been a modest improvement
in profits.
store label to fluctuate
Prepositions used to describe change. For
(on) impulse fluctuation example: rose to, cut by, a drop of
sector wild (= erratic)
niche tax hike
to account for
WARM-UP
My notes
©2018 Berlitz Languages, Inc. Describe changes and trends • Unit 3 | 9

LISTENING 2
A new market opportunity?

Total ice cream market: $
Pink line:
Blue line:
GRAMMAR
A considerable increase

VERB + ADVERB ADJECTIVE + NOUN

Costs have risen There has been an enormous
enormously. rise in costs.
Sales have increased There has been a modest
modestly. increase in sales.
My notes
10 | Describe changes and trends • Unit 3 ©2018 Berlitz Languages, Inc.


Profits have decreased There has been a slight
slightly. decrease in profits.
Demand has fallen There has been a considerable
considerably. fall in demand.


Prices have fluctuated There has been a wild
wildly. fluctuation in prices.
Tip! No change
Growth has flattened out. Growth is flat.
Prices have stabilized. Prices are stable.
My notes

GRAMMAR
Change by the numbers
TALKING ABOUT THE FINAL NUMBER:
The original price was $50. Now it’s $35. → We’ve reduced the price to $35.
Two years ago, profits were $20 million. → Profits rose last year to $21 million.
Last year, they were $21 million.
TALKING ABOUT THE DIFFERENCE BETWEEN THE OLD AND NEW NUMBER:
The original price was $50. Now it’s $35. → We’ve cut our price by 30%.
The sales tax was 10%. Now it’s 15%. → The sales tax has increased by 50%.
The production rate increased from 50 → There’s been an increase of 10 units / hour.
to 60 units / hour.
Q1 profit was $10 million; in Q2 it was → There was a drop of $1 million in profits.
$9 million.
PERFORMANCE
Describing the changes and trends
Role 1A
Describe this graph to your partner.

Role 1B
Draw the graph your partner describes to you.
Role 2A
Describe this graph to your partner.
My notes

Role 2B
Draw the graph your partner describes to you.
ONLINE PRACTICE
within this unit): Berlitz, Berlitz, iStockphoto, iStockphoto, ©2018 Berlitz Languages, Inc. All rights reserved.
iStockphoto, Berlitz, Berlitz, Berlitz, Berlitz

UNIT 4
Make forecasts and projections

crystal ball to hold up (= survive) Degrees of likelihood: bound to, certain to, sure
projection best- / worst-case to, will most likely, unlikely, to doubt … will …,
to pitch (= sell) scenario certainly won’t, can’t possibly
pretty stiff ball bearing
(competition) to take on staff
to hit (= reach) output
to turn things around outcome
to pick up (= improve)
WARM-UP
What do businesses forecast?

What are forecasts and projections based on?
Are they always accurate?
What forecasts are important for your work?
My notes
©2018 Berlitz Languages, Inc. Make forecasts and projections • Unit 4 | 15

LISTENING 3
What's your best-case scenario?
East Coast: Jim Midwest: Karen West Coast: George

Best-case scenario: % % %
Expected: % % %
Worst-case scenario: % % %
LANGUAGE FOCUS
How likely is it?
100% certain → We are definitely going to take on more staff.

Sales are bound to / certain to / sure to pick up by at
least 5%.
↑ probable → We expect there will be an increase in gas prices next

year. There will most likely be another tax hike.
possible → I may / might manage to repeat this year’s performance.

They could become a major player in the industry.
↓ improbable → We’re unlikely to see any significant changes in the near

future. I doubt we’ll be moving to another country in the
next two years.
0% impossible → They certainly won’t make it on time. They’re stuck in

traffic.
We can’t possibly increase salaries by 10%.
16 | Make forecasts and projections • Unit 4 ©2018 Berlitz Languages, Inc.

READING
Production projections
Factory A Factory B
Last month: New equipment and procedures. Last month: As predicted, production down
Production higher than expected. drastically due to union problems—only
350,000 units! 125,000 units.
Current: Still better than projected. Expect Current: Negotiations are continuing.
370,000. Received several complaints about Possibility of strike. Definitely not more than
plastic parts. If adjustment is needed, could 100,000 units, perhaps only 80,000!
reduce output to 350,000. Next month: ???? Depends on outcome of
Next month: If all goes well, should be able to negotiations.
maintain 370,000.

Factory C Factory D
Last month: 250,000 units. Last month: First full month of production.
Current: Problems with equipment have Some minor problems; reached projection of
caused downtime, but expect output to be 175,000.
same as next month. Current: According to schedule so far!

Next month: ??? If new equipment installed 220,000, maybe 225,000 units.
soon, 250,000, maybe 280,000. If no new Next month: If all continues as is: 250,000
equipment, max. 200,000. definite; 260,000 possible

My notes
©2018 Berlitz Languages, Inc. Make forecasts and projections • Unit 4 | 17

PERFORMANCE
What will next year bring?
PREDICTION LIKELIHOOD
Company
Department
Job
ONLINE PRACTICE
within this unit): Thomas Stefflbauer, Getty Images, Getty ©2018 Berlitz Languages, Inc. All rights reserved.
Images, Getty Images, Getty Images
18 | Make forecasts and projections • Unit 4 ©2018 Berlitz Languages, Inc.

UNIT 5
Discuss market research plans

questionnaire to deal with Modifying comparisons with as … as. For

gender to focus on example: An apple costs just as much as
demographic primary (focus) an orange.
factor much (n.)
to break down (data) segmentation
(market) segment geographic
portion social class
gap to suspect
volume (= amount) simultaneously
to grab prototype
risk flavor (flavour UK)
risky sleek
return on investment
WARM-UP
– So, Karen. Tell me about your market research plans.

– First, we’ll gather data on total industry sales for the past
three years, broken down by age, income, gender, and
geographic distribution of buyers. We’ll also look at the
figures for different outlets: supermarkets, convenience
stores, restaurants, and so on.
– And then you’ll compare them with our data on the Froot
Kooler?
– Exactly. And to discover the factors that make buyers
choose one brand over another, we’ll be sending out a questionnaire to 10,000 known
consumers of Froot Koolers or similar products.
©2018 Berlitz Languages, Inc. Discuss market research plans • Unit 5 | 19

LISTENING 4
Why do market research?

GOAL EXAMPLE
1. Understand
2. Make
3. Exploit new
4. Improve the

Market segmentation
Demographic Segmentation Product

Age
Gender
Income
Social Class

Geographic Segmentation Product
Countries / Regions
Town Size / Population Density
My notes
20 | Discuss market research plans • Unit 5 ©2018 Berlitz Languages, Inc.

GRAMMAR
Are they just as good as we are?
just much that one

nearly many they do
at least as good as I expected
twice often we thought
almost large the other one
We hope our new product will be at least as popular as our current ones.
We suspect that customers in small towns don’t spend nearly as much as those in large
cities.
We’d like to know why our competitor has almost twice as many customers as we do.
Ice cream maker Ice cream maker Ice cream maker Ice cream maker
Brand A Brand B Brand C Brand D
List $35 $70 $140 $165
price
Speed 40-60 minutes less than 40 min. 25-35 minutes 25 minutes
Size 4 quart (3.8 liters) 4 quart (3.8 liters) 2 quart (1.9 liters) 2 quart (1.9 liters)
Color(s) white brown (wood) black, white stainless steel
Notes cheapest 6 qt. size available see-through top # best seller
automatic
PERFORMANCE
What do we still need to find out?
You work for Suntime Products. Your company has developed a prototype for a new ice cream maker,
the IC 1000. Before you go into full production, you plan to do some market research. Here are some
of your notes:
©2018 Berlitz Languages, Inc. Discuss market research plans • Unit 5 | 21

What will be the purpose of your
IC 1000
research?
4-quart capacity, max. 30 minutes to freeze 2 flavors simultaneously
What information would you like to
(unique!) fully automatic, user-friendly, easy to clean fashionable
colors, sleek design (important?) pricing?? learn?
What do you already suspect?
ONLINE PRACTICE
22 | Discuss market research plans • Unit 5 ©2018 Berlitz Languages, Inc.

UNIT 6
Create and ask market research

questions
to conduct (research) to project Direct vs. indirect / formal questions. For

to survey characteristic example: Where are you going? Would you
on behalf of behavior (behaviour UK) mind telling me where you are going?
habit perception
to interpret emotion
mystery shopper attitude
focus group to consume
observation consumption
statistical information
WARM-UP
– I’m conducting research on shopping habits on

behalf of Metro Mall. Would you mind if I asked
you a few questions?
– Well … if it won’t take too long.
– Shouldn’t take more than six to eight minutes.
Would that be all right?
– Sure, no problem.
– Thank you. First, could you tell me how often you
shop here at Metro Mall?
– Oh, we usually come here …
My notes
©2018 Berlitz Languages, Inc. Create and ask market research questions • Unit 6 | 23
Market research
Market research is the collection of information about, for example, customer needs and preferences,
and then analyzing and interpreting the data collected. That data can be divided as quantitative and
qualitative.

Quantitative data Qualitative data
• is based on numbers • is based on open-ended responses
• is statistical • studies and interprets customer behaviors
• uses sample groups of customers being • uses sample groups and observation to try to
studied to interpret needs and identify what motivates customers, and how they
preferences for the whole group feel about something

Examples: Examples:
Surveys by phone Online surveys Focus groups Interviews in person
Surveys by mail Face-to-face surveys Mystery shoppers Phone or online interviews
My notes
24 | Create and ask market research questions • Unit 6 ©2018 Berlitz Languages, Inc.
GRAMMAR
Might I ask what product you prefer?
DIRECT QUESTIONS INDIRECT / FORMAL VERSIONS
Where do you live? I wonder if I could ask you where you live.
How much would you spend on Would you mind telling me how much you’d be willing
this? to spend?
Could / Might I ask you how much you’d be willing to
spend?
Which product do you prefer? Could you tell me which product you prefer?
Have you tried this product Could you tell me whether you’ve tried this product
before? before?
What questions to ask
A. Aztec Health Care is a B. Kona Coffee is a major C. AP is a manufacturer of

pharmaceutical firm that coffee company. They are electronic equipment. They
specializes in natural, considering whether to are planning to upgrade
organic medicines. They enter the capsule coffee their Pocket Wizard tablet.
would like to expand into market. Before they make Before doing so, they want
several new areas, but first their decision, they would to find out what features
they need to find out more like to determine consumer customers like (or don’t like)
about local attitudes toward habits and preferences and what additional
alternative medicines. regarding coffee features customers might
consumption. like to see in an upgrade.
©2018 Berlitz Languages, Inc. Create and ask market research questions • Unit 6 | 25
PERFORMANCE
Would you mind answering a few questions?
Product or service:
Purpose of survey:
Survey method:
Question 1:
Response options:
Question 2:
Response options:
Question 3:
Response options:
ONLINE PRACTICE
within this unit): Age Fotostock, iStockphoto, iStockphoto, ©2018 Berlitz Languages, Inc. All rights reserved.
iStockphoto, iStockphoto, Age Fotostock, Age Fotostock,
Age Fotostock
26 | Create and ask market research questions • Unit 6 ©2018 Berlitz Languages, Inc.
UNIT 7
Suggest courses of action

finding outdated Making inferences / drawing conclusions:

course of action recurring it seems / appears that; it seems / appears
to modify innovator to
to line up (queue UK) That seems to be the Prefix: re- (extension)
to carry (a product) case.
misdirected In my opinion …
primarily I (strongly) feel …
emphasis It seems to me …
spectrum If you ask me, …
at one end of the upward / downward trend
spectrum income bracket
up-to-date glossy (magazine)
WARM-UP
– So, Tara, based on your findings, do you have any

recommendations for Flora’s Market?
– Yes, I do. First of all, I feel you should modify your
business hours. We observed on several occasions
customers lining up to get in the store in the
mornings. This suggests that you may be losing
customers who would like to shop early but don’t
want to or can’t wait until you open at 7:00 a.m.
They’re going to your competitor, who opens at
6:00 a.m.
©2018 Berlitz Languages, Inc. Suggest courses of action • Unit 7 | 27

LISTENING 5
As we suspected, …
True False
1. The Tru-Tone line has been performing well.
2. AP only conducted a survey of retail outlets.
3. The Tru-Tone line has become outdated.
4. High-tech features and a modern look are important to younger buyers.
LANGUAGE FOCUS
That seems to be the case
How would you rank Brands A, B, C, and D according

to their speed?
Slowest to fastest: A – B – C – D
How would you rank Brands A, B, C, and D according

to their price?
Lowest to highest: A – B – C – D
Which brand would you prefer to buy?

Brand C: 45% Brand B: 20%
Brand D: 25% Brand A: 10%
It seems that / appears that price is not the most

important factor.
Customers seem to / appear to prefer a product that is
faster to a cheaper, slower one.
What do you think we should do?
I strongly feel that we ought to rethink our entire marketing strategy.

In my opinion, we should consider selling directly to customers online.
It seems to me that we should find out more about the features customers really want.
If you ask me, we need to find a way to tap into the growing 60+ market.
28 | Suggest courses of action • Unit 7 ©2018 Berlitz Languages, Inc.

Kona Coffee: Data shows that although coffee consumption among the general population is up,
there is a downward trend among young adults.
Aztec Health: Research indicates a strong demand for natural medicines in the middle and
upper-middle income segment; there seems to be a gap in the market for those
with lower incomes.
PERFORMANCE
Next steps for Tru-Tone
You have been asked to suggest some possible courses of action for AP concerning their Tru-
Tone line. Here is a summary of some of the key issues identified during a recent market
survey:
▶ Distribution: Sold primarily at high-end electronics outlets (and their web stores).
Lower-priced outlets feel it is overpriced for their markets.
▶ Market segment: Households in the middle- and upper-income brackets; people in the
40s and 50s.
▶ Advertising: Mostly print ads in glossy magazines.
▶ Design: Lacking certain features competing products have; conservative / traditional
design does not appeal to younger people.
My notes
©2018 Berlitz Languages, Inc. Suggest courses of action • Unit 7 | 29

Word Power
The prefix re-
consider do purpose think work design organize

send use write appear examine build hire
We redesigned our logo to make it look more contemporary.

My neighbor repurposed an old sink. She turned it into a birdbath.
By reusing scrap materials, we may be able to lower our production costs.
If their work is unacceptable, the will have to redo it.
ONLINE PRACTICE
within this unit): iStockphoto, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
30 | Suggest courses of action • Unit 7 ©2018 Berlitz Languages, Inc.

UNIT 8
Report market research results

to compile the vast majority however, in spite of, despite

promising respondent Fractions and ratios
fraction to gather
just over / under random
nearly breakdown
approximately ratio
practically every / all / no poll (extension activity)
WARM-UP
– Have you compiled the survey results yet?

– Yes, and they look quite promising.
– That’s good to hear. When will we see them?
– I expect to finish my analysis today or tomorrow, at
the latest.
– So we’ll be able to discuss them in Monday’s
meeting?
– No problem. I’ll send my report to the team before
the end of the day on Friday.
LANGUAGE FOCUS
How many?
– Four out of five people we surveyed said they’d be interested in trying the product.
– Over half of the respondents drink three or more cups of coffee per day.
– Practically everyone who replied to the survey has tried some kind of alternative medicine.
– The vast majority of people in that region prefer using cash to credit cards.
©2018 Berlitz Languages, Inc. Report market research results • Unit 8 | 31

a.
Almost all
b.
Practically none
c.
Just over 80%
d.
Nearly half
e.
Approximately three-quarters
f.
Nine out of ten
g.
Almost two-thirds
However, despite, and in spite of
Only 10% of tablet owners use their devices for shopping, but 80% say they might do so in
the future.
→ Only 10% of tablet owners use them for shopping; however, 80% say they might do so in
the future.
Even though the majority of respondents have never heard of our product, many are willing
to try it.
→ The majority of respondents have never heard of our product. In spite of that, most are
willing to try it.
Although we only got back half of the questionnaires, the information they contain is very
useful.
→ We only got back half of the questionnaires. Despite that, the information they contain
is very useful.
32 | Report market research results • Unit 8 ©2018 Berlitz Languages, Inc.

Your turn
a. Coffee consumption: general adult population, +5% 18-24-year-olds, 50% → 40%
most say they will spend the same or

b. Walking holidays: 75% plan to book again this year
less
c. Alternative medicine: 55% use herbal remedies regularly 28% have tried alternative therapies
it’s the most popular brand on the

d. Gaming device: majority feel it’s too expensive
market
LISTENING 6
Video game survey results
Number of households surveyed

Percentages of people who play video games
Average number of players per household
Ratio of male to female gamers
Ages of video game players <18 18–35 35+
Breakdown: Types of games played online mobile device
puzzle, board, card, trivia
action, sport, strategy, role-play
casual, social
Percentage playing games on mobile devices smartphone other wireless
Reasons for playing / purchasing a particular •
game
•
©2018 Berlitz Languages, Inc. Report market research results • Unit 8 | 33

PERFORMANCE
My survey results
Prepare a short report that summarizes the results of

• the video game survey above, or
• a market survey for one of your company’s products, or
• some of your company’s recent activities
ONLINE PRACTICE
within this unit): Age Fotostock, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
34 | Report market research results • Unit 8 ©2018 Berlitz Languages, Inc.

UNIT 9
Handle problems in telephone and

online meetings
difficulty static Echo questions for clarification. For

technical difficulties echo example: I’m sorry, you’d like to receive our
to lose someone to break up (e.g., voice) report by when?
to get cut off Pronunciation: Linking sounds between
garbled
words
connection to freeze (e.g., screen)
microphone / mic to repeat
to turn up / down (the to rephrase
volume) copy
Hold on a sec. to link
WARM-UP
– And we hope to imple…

– Kay? Are you still there? Hmm, it seems we have
lost Kay.
– Hi, Kay. I see you’re back. I was just clarifying
some of the items you’d mentioned.
– Sorry about that. I don’t know what happened
exactly. Do you want me to continue?
– That would be great. You were just about to go
over the implementation plans when you got cut
off.
– Right. So, as I was saying …
My notes
©2018 Berlitz Languages, Inc. Handle problems in telephone and online meetings • Unit 9 | 35
What's that noise?

1. I’m afraid we can’t hear you. a. Can you turn your mic up?
2. It’s a bit difficult to follow you. b. Hold on a sec. Let me just see who it
is.
3. This connection is really bad. c. Let me hang up and call you back.
4. That last sentence was rather d. There’s a lot of static on the line
garbled.
5. You’re breaking up. e. There’s an echo on the line.
6. There’s someone at my door. f. Would you mind repeating what you

just said?
GRAMMAR
Could you repeat that?
POLITE / INDIRECT QUESTIONS ECHO QUESTIONS
Could you rephrase that for me? We should send you the report by
when?
Would you give us an example of …? The person in charge of the project

clarify what … means? will be who?
explain what a … is? You interviewed how many people?
The conference will take place where?
36 | Handle problems in telephone and online meetings • Unit 9 ©2018 Berlitz Languages, Inc.
LISTENING 7 • 8 • 9
Did you all agree?

Native English speakers naturally link words together when they are speaking. This can make
native speakers more difficult to understand. For example, when an American asks, “Did you all
agree?” it may actually sound like “Didjouwallagree?”! Here are some examples of when linking
occurs:
• When a word ends in a consonant sound, we move the consonant sound to the next word if it
begins with a vowel sound or h:
1. Jeff isn’t available. Is he busy? Can I have a copy?
• When a word ends in a t or a d and the next word begins with a y, we link the words with a ch
(won’t you) or a j (would you) sound:
2. I met you last year. What did you ask me?
• When a word ends with a vowel sound and the next one begins with a vowel sound, we usually
add a short w (to eat) or y (we all) between the two words:
3. I’ll go over that later. We are finished now.
LISTENING 10 • 11 • 12 • 13 • 14
What did you say?
1.
2.
3.
4.
5.
©2018 Berlitz Languages, Inc. Handle problems in telephone and online meetings • Unit 9 | 37
PERFORMANCE
A conference call
You will be taking part in a conference call in a few minutes. During the call, you will be asked
to give a short summary or overview of what you have been working on over the last month.
To prepare for the call, make a list of the points you would like to mention.

Your meeting is about to start. Join the call.
ONLINE PRACTICE
within this unit): Getty Images, iStockphoto ©2018 Berlitz Languages, Inc. All rights reserved.
38 | Handle problems in telephone and online meetings • Unit 9 ©2018 Berlitz Languages, Inc.
UNIT 10
Review
OBJECTIVES LADDER
Now you can …
Handle problems in telephone and online meetings
Report market research results
Suggest courses of action
Create and ask market research questions
Discuss market research plans
Make forecasts and projections
Describe changes and trends
Describe your company’s current position
©2018 Berlitz Languages, Inc. Review • Unit 10 | 39

PRACTICE
GOAL 01
If we did more staff training, we would have higher customer-satisfaction results
1. We don’t charge what our competitor does, so won’t lose money.

→ But if .
2. People don’t book more expensive holidays because the economy is so bad.
→ But if .
3. Because we don’t advertise online, we don’t reach the younger market.
→ But if .
4. We haven’t done a SWOT analysis, so we can’t plan our strategy better.
→ But if .
GOAL 02
Their service is unequaled

1. quality is concerned, we are to none.
2. to prices, AP can’t be .
3. customer service, Artesa is .
4. TelTec is of its competitors. Everything they do is the rest.
a cut above second When it comes way ahead As far as In terms of top-notch
beat
My notes
40 | Review • Unit 10 ©2018 Berlitz Languages, Inc.

GOAL 03
A considerable increase
1. In the past few months, we have seen prices.
a. a considerable raise of b. a considerable rise in c. rise considerably
2. Demand for our products last year.

a. fell flatly b. fell slightly c. slightly fell
3. There have been the exchange rate recently.

a. modest fluctuating b. fluctuated wildly c. wild fluctuations in
4. At the end of the season, many stores reduce prices on their old inventory 50% or more.
a. by b. to c. with
5. Our profits in Q3 were $5 million. In Q4, profits rose $6 million—a 20% increase.
a. by b. of c. to
6. Increasing the tax from 10% to 11% isn’t a 1% increase—it’s an increase 10%!
a. by b. of c. in
GOAL 04
Sales are sure to increase by at least 5% in the next quarter
1. I am certain sales will pick up by the end of the year. (bound to)
→ Sales .
2. There will probably be a tax increase next year. (most likely)
→ There will .
3. We probably won’t buy a new house in the next couple of years. (unlikely)
→ It’s .
4. They expect us to finish this job by Friday? It’s impossible! (can’t possibly)
→ They !

GOAL 05 15 • 16 • 17 • 18 • 19
The discounts we get aren’t nearly as much as we thought

1. An apartment in the city costs a house in the countryside.
a. almost as much as b. just as much as
2. The new Tru-Tone phone the old one.

a. isn’t nearly as good as b. isn’t quite as good as
3. According the article, people eat out they used to.

a. three times as often as b. twice as often as
4. Our products our competitors’, if not better.

a. are at least as good as b. aren’t as good as
5. They both made a lot of sales last month, but Karen didn’t make George did.
a. quite as many as b. quite as much as
GOAL 06
Would you mind telling me where you live?
1. Can you answer a few questions?

→ Would you mind ?
2. How much do you spend on electricity each month?

→ Might I ask you ?
3. Can you complete this survey for me?

→ I wonder if I could ask you .
4. Which one do you prefer?

→ Could you tell me ?
5. Have you used our products before?

→ Could you tell me ?

GOAL 07
It seems that our customers want us to modify our business hours

1. It appears we may need to rethink a. it’s a marketing problem.
2. If you ask me, cutting b. prices was a big mistake.
3. In my opinion, this isn’t a sales c. should buy from local producers.

problem,
4. It seems to me that d. our current course of action.
5. I strongly feel that we e. more money should be invested in

R&D.
GOAL 08
Despite, however, or in spite of?

1. The Japanese drink approximately 200 cups of coffee per year. , drink over 1,200 cups per
year.
a. Despite that, the Finnish b. The Finnish, however
2. We offered them a 25% discount. They ordered from someone else, that.
a. Despite of b. in spite of
3. Sales have fallen the last two quarters; , we expect them to increase this quarter.
a. In spite of b. however
4. the recession, our products are doing very well.

a. Despite b. However

GOAL 09
You called how many customers?

1. – I’m sorry, did you say the meeting will start?
– At 10:00.
2. – I’m afraid I didn’t catch that. I get in touch with about the report?
– With Mark Wilson.
3. – I’m afraid I don’t quite . Could you that?
– Sure.
4. – Could you what you mean by remuneration?
– Of course. It means we’ll pay you back.
5. – You said the project would take ?
– It will take six weeks.
what time who how long rephrase explain understand
YOUR TURN!
GOAL 01
A SWOT analysis
Together with a partner, do a very brief SWOT analysis for one of the following:
1. a local business that you like (e.g., a shop, a restaurant, a bank)
2. an underdeveloped area of your city
3. the place where you work
4.
My notes

Strengths Weaknesses

Opportunities Threats
GOAL 02
With your partner, think of two competing companies. Decide which is Company A and which
is company B. Together, compare the two companies using the table below.
Company A: Company B:
Prices
Quality
Marketing
Sales
Customer
Service

Now, imagine you work for a consulting firm. Your client, Company A, has asked you and your
partner to assess one of its competitors, Company B. Present your assessment to your client.

GOAL 03
Describe sales data
Role A
You and your colleague are working on a report
about sales for the last two years. Unfortunately,
you only have the figures for Year 1.

Call your colleague and ask for the figures for Year
2.
Role B
You and your colleague are working on a report
about sales for the last two years. Unfortunately,
you only have the figures for Year 2. You need to
get the figures for Year 1.

Your phone is ringing. Answer it.
My notes

GOAL 04
How likely is it?
Role A
Make predictions and forecasts about the following:

Prediction Likelihood
Your city improbable
Your company probable
Your job possible
The weather certain

When you are ready, compare your predictions with your partner’s.
Role B
Make predictions and forecasts about the following:

Prediction Likelihood
Your city possible
Your company impossible
Your job certain
The weather improbable

When you are ready, compare your predictions with your partner’s.

GOAL 05
Market research plans
Kona Coffee is considering entering the flavored coffee market. R&D is currently working on
four varieties (Hazelnut-Chocolate, Caramel-Cinnamon, Coconut-Vanilla, and Cherry-Brandy),
which should be available for testing soon.
You work in the marketing department at Kona Coffee. Today, you will be meeting with the
other members of your team to discuss your market research plans. Before the meeting
begins, think about and be ready to discuss these questions: What should the goal(s) of your
market research be? What information do you need to find out? What do already suspect?
Goal of market research:

understand the market
make forecasts
exploit new market opportunities
improve ROI
identify market segments
GOAL 06
Conduct market research
Role A
You work in the marketing department at Kona Coffee. The company has recently developed
four new flavored coffee varieties (Hazelnut-Chocolate, Caramel-Cinnamon, Coconut-Vanilla,
and Cherry-Brandy), which are now ready for testing.
The marketing team is now working out its testing strategy. You prefer quantitative methods
of research. Choose the method(s) you think Kona should use to test the new coffees;
brainstorm two or three questions that should be asked. When you are ready, get together
with the other members of the marketing team to discuss your ideas.
Quantitative methods:
telemarketing mail survey online survey face-to-face survey
Questions:

Role B
You work in the marketing department at Kona Coffee. The company has recently developed
four new flavored coffee varieties (Hazelnut-Chocolate, Caramel-Cinnamon, Coconut-Vanilla,
and Cherry-Brandy), which are now ready for testing.
The marketing team is now working out its testing strategy. You prefer qualitative methods
of research. Choose the method(s) you think Kona should use to test the new coffees;
brainstorm two or three questions that should be asked. When you are ready, get together
with the other members of the marketing team to discuss your ideas.
focus groups mystery shoppers one-on-one interviews participant observation

Questions:
GOAL 07
Our course of action
You are one of the owners of The Springfield Sentinel, a daily print newspaper which focuses
primarily on local news. You also have a free, online version that contains the most important
stories for each day. For several years, the company has been making a loss as circulation
(the number of copies distributed) and advertising revenue have decreased. This situation
cannot continue much longer. Today, you are meeting with the other owners to discuss what
to do.
Some of the options are:

• discontinue the print version of the newspaper
• increase marketing efforts in order to get more subscribers
• increase sales efforts in order to obtain more advertising
• introduce online subscriptions (with full articles available only to subscribers)
•
What course of action do you suggest?

GOAL 08
What are the results?
Aztec Health Care recently completed a survey of its herbal toothpaste. The survey asked
users to rate how satisfied they were with various attributes of the toothpaste. Below are the
results.

5 4 3 2 1
Flavor 2 10 40 28 20
All-natural Product 92 3 3 2 0
Freshens Breath 65 28 5 1 1
Whitens Teeth 15 25 40 15 5
Packaging 40 60 0 0 0
Price 10 20 45 20 5

5 = very satisfied 4 = satisfied 3 = not sure 2 = dissatisfied 1 = very dissatisfied
GOAL 09
I don't like online meetings!
Role A
You have to participate in online meetings at least once a month, and you don't like them!
There are some speakers you can’t understand (especially native English speakers), you
sometimes find it difficult to follow what others are saying (particularly when everyone
starts talking at the same time!), you never know what to say when asked for your opinion,
and you have problems using your company’s online meeting site.

A colleague of yours regularly facilitates online meetings. Ask your colleague for advice.

Role B
You regularly facilitate online meetings and conference calls and you consider yourself quite
an expert at it. A colleague of yours, however, really doesn't like them. To help your
colleague out, you’ve been thinking about what he / she can do to make these meeting
situations less challenging.

Your colleague is approaching your desk. Greet him / her.
within this unit): Berlitz, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 11
Interrupt to ask a question or make a

comment
to stay on the line to familiarize (familiarise Reflexive pronouns vs. each other
to get a word in edgewise UK) Using to ask a question vs. to have a
(edgeways UK) rain date question (extension)
to be on a call I’d like to say something, if
to jump in I may.
to mute I want to add something.
to set rules What’s on your mind?
tracking system Let me finish my thought.
automated sponsor (n., v.)
sponsorship
WARM-UP
– Leo, would you mind staying on the line for a

couple of minutes?
– Sure Angela. What’s up?
– I just have a couple of comments I wanted to
make, but everyone was talking so much, I couldn’t
get a word in edgewise.
– I see. All right. What did you want to say?
LISTENING 20
Getting started
True False
1. There are three people on this call.
2. The participants have all met before.
3. They received an agenda before the call.
52 | Interrupt to ask a question or make a comment • Unit 11 ©2018 Berlitz Languages, Inc.
What rules did Carla set for the call?
1.
2.
3.
GRAMMAR
They introduced themselves because they didn’t know each other
Ann doesn’t know Bill. Bill doesn’t know Ann. They don’t know each other.
→
She introduced herself. He introduced himself. They introduced themselves.
– Your team members are in several different countries, aren’t they?

– Yes, but we speak to each other often.
– Have you ever forgotten about a conference call?

– Once. Now I use my smartphone to remind myself about important meetings and
appointments.
Your turn
1. To all participants: Please familiarize with the agenda before our call.
2. Although we’ve spoken many times, we’ve never met .
3. At first, I thought Dave was taking to . Then I realized he was on the phone.
4. Do you two always agree with on everything?
©2018 Berlitz Languages, Inc. Interrupt to ask a question or make a comment • Unit 11 | 53
May I interrupt?
– Sorry to interrupt, but I have a question. – Excuse me. May I interrupt for a moment?
– That’s all right. Go ahead. – Certainly. What did you want to say?
– I’d like to comment on that if I may. – I’m sorry, but could I just add something here?
– Sure. What’s on your mind? – One moment. I’d like to finish my thought.
• In a meeting, a colleague is giving the latest sales figures, broken down by area. He
hasn’t said anything about your area. Interrupt to ask about it.
• A colleague is presenting information about plans for a company event, which will be
outdoors. So far, nothing has been mentioned about possible rain dates. Interrupt to
comment on this.
My notes
PERFORMANCE
A conference call
FR Admin – Corp
TO All Department Heads
SUBJECT Company sponsorship
Dear Colleagues,
I would like to invite you to attend a conference call on Friday at 1:00 p.m. to discuss sponsoring the
following:

– the national football team
– the annual classical music festival
– the national ballet
– local or national charities

During the meeting, I would like you each to share your thoughts on which causes you feel we should
sponsor and why. If you can, include the features and benefits of such a sponsorship and how it might
affect our business.
My notes
©2018 Berlitz Languages, Inc. Interrupt to ask a question or make a comment • Unit 11 | 55
Word Power
Ask a question or have a question?
▶ You are the person with a ▶ You are the person checking
question: comprehension:
Can I ask a question? Are there any questions?
I'd like to ask a question. Did you want to ask a question?
Excuse me. I have a question. Do you have any questions?
1. Because everyone was talking at the same time, I was unable my question.
2. If you have a moment, we still a few questions about the information you sent.
3. I’m sorry, but can I you a question about the plans for the product launch?
4. If anyone a question, please text it to us. We’ll answer the questions as they come in.
ONLINE PRACTICE
UNIT 12
Make apologies and excuses

to make a fool of transcript Past perfect (review). For example: By the

slated down (= not working) time I arrived, the meeting had already
to double-check time zone (extension
begun.
to facilitate activity)
facilitator daylight savings
I hope you’ll forgive me. time (extension activity)
to handle Spring forward, fall
back. (extension activity)
WARM-UP
How do you remind

yourself about conference
calls and other meetings?

What could cause you to be
late or to miss a call?
My notes
©2018 Berlitz Languages, Inc. Make apologies and excuses • Unit 12 | 57

Why did they miss the call?
Rebecca Ian Betty

late missed late missed late missed
GRAMMAR
Past perfect
By the time I arrived, the meeting had (already) started.

When the meeting started, I hadn’t arrived (yet).
58 | Make apologies and excuses • Unit 12 ©2018 Berlitz Languages, Inc.

– We missed you yesterday. Where were you?
– I couldn’t connect to the Internet. By the time I got online, you’d already finished.

– Why were you delayed?
– The weather was awful! When I finally got to the airport, my flight had already left.
Sorry I’m late
– Sorry to be late. There was a minor emergency in the office that I had to handle.
– That’s all right. We’ve only just started. Glad you could join us.
– I’m sorry I missed the meeting. I was so busy I completely forgot about it.
– You do know we kept waiting for you to join us, don’t you?
– Yes, I do, and I apologize. It won’t happen again.
– I hope you’ll forgive me, but I have to leave. I’ve got another meeting in ten minutes.
– I understand. I’ll send you the call transcript when we’re done.
– I’m really sorry, but the report won’t be ready on time. The computer’s down, and
there’s nothing I can do about it.
– I’m afraid that’s not good enough. I asked for those figures a week ago.
• You should have completed an assignment yesterday. It won’t be finished for another
day or so.
• You should have arrived at a meeting half an hour ago. You were stuck in traffic.
• You should have met a colleague for lunch. You completely forgot about it.

PERFORMANCE
Where is everybody?
SUBJECT Conference call on Monday
Just to remind you about our conference call next Monday at 9:00 a.m. EST. If you can, please call in a
few minutes early so we can start on time. I expect the call will last approximately half an hour.

Dial-in details:
Call number: (123) 555-2222
Call code: 9876543
Caller 1
You are the call facilitator. You joined the call early (of course!) and are waiting for the other
participants to arrive.
Caller 2
It’s 8:55. You have a conference call scheduled for 9:00 a.m., but you have to leave a little
before 9:30 for another meeting. Go ahead and join the call. Don’t forget to say who you are.
Caller 3
You overslept this morning and are running a little late. It’s 9:05. You’ve just dialed in to your
conference call. When you join the call, say who you are. Apologize and give your excuses.
Caller 4
You are on another line with a client. It’s now 9:10. Tell your client you’ve got to go. Dial in to
your conference call. Apologize and say why you’re late. Don’t forget to say who you are.
60 | Make apologies and excuses • Unit 12 ©2018 Berlitz Languages, Inc.

CONSOLIDATE & APPLY
Time zones
UTC = Coordinated Universal Time

EST = Eastern Standard Time UTC – 5
(N. America):
PDT = Pacific Daylight Time UTC – 7
(N. America):
CET = Central European Time: UTC + 1
BST = British Summer Time: UTC + 1
– Is Sydney ten hours ahead of us

or behind us?
– They’re ten hours ahead of us.
ONLINE PRACTICE
within this unit): Age Fotostock, Age Fotostock, Getty ©2018 Berlitz Languages, Inc. All rights reserved.
Images, Getty Images, Getty Images, Berlitz, Berlitz,
iStockphoto

UNIT 13
Describe working conditions

working conditions immaculate such vs. so

tidy deafening Workplace-related idioms, and expressions. For
tidiness subtle example: It’s so quiet you can hear a pin drop.
cleanliness vibrant (extension)
dim cosmetic (adj.)
cramped visual
spacious surge (n., v.)
filthy irritated
spotless irritable
messy ambition
cluttered
WARM-UP
– You have such a lovely office, Gordon! You must

love working here!
– The office came with the position. My old office
was nowhere near as nice.
– Is it ever noisy because of the traffic?
– The windows don’t open, so, no, I never hear the
traffic at all.
My notes
62 | Describe working conditions • Unit 13 ©2018 Berlitz Languages, Inc.

How would you describe your workplace?
Size: tiny → small → large → huge

Light: dark → dim → well lit → bright
Space: cramped → crowded → open → spacious
Cleanliness: filthy → dirty → clean → spotless
Tidiness: messy → cluttered → neat → immaculate
Noise level: silent → quiet → loud → deafening
GRAMMAR
Working in such a large, open space is so noisy!
such + adjective + noun He had such a dark office. With such bad light, he could
hardly see.
such + noun It’s hard to work in such an office.

Working under such conditions is bad for your eyes.

so + adjective The noise outside was so loud that I had to close the
window.
so + adverb Everyone was speaking so loudly that I had to close the

door.
so + much / many / few / There was so much noise that I closed the window.
little + noun There were so many people talking that I couldn’t work.
©2018 Berlitz Languages, Inc. Describe working conditions • Unit 13 | 63

– I didn’t realize this was such a quiet place.
– Once it was so quiet, I thought everyone had gone home!

– My desk is so cluttered I can’t find anything!
– If it’s such a mess, why don’t you clean it up?
LISTENING 24
Colors set the mood

A. COLOR EFFECT
1. pink and rose a. boredom, tiredness, irritability
2. cool or pale b. calmness
3. red and yellow c. confidence and calming
4. bright colors d. energy
5. dull, gray e. physical and mental activity
B. Beyond color
1. Carpeting not only adds visual softness, it .
2. Small, dull, gray offices with metal furniture feel and .
3. Large, attractive, comfortable rooms encourage feelings of , and a desire

to be .
PERFORMANCE
I can't work like this anymore!
You work at a small consulting firm downtown. It’s a relatively new company, but it’s been
quite successful from the start. Everyone is very busy. The office you share with your
coworkers, however, is cramped and noisy. This really bothers you. You find it hard to work in
this loud environment, and you feel you’d be more productive if you had your own office.

Your manager is a people-person and doesn’t believe in closed-door offices because they
“isolate people and prevent the exchange of ideas.” You’ve decided to speak to your manager
about the working conditions and see what solutions can be found.
64 | Describe working conditions • Unit 13 ©2018 Berlitz Languages, Inc.

Word Power
Workplace-related idioms and expressions
a. desk c. elbow d. hive e. middle f. mint g. odds h. pin i. pits j. think
1. There isn’t any room in this office.

2. Cluttered , cluttered mind.
3. It’s so loud, I can’t hear myself .
4. Our equipment is in condition.
5. Our old offices were the ; I hated working there.
6. It’s so quiet you can hear a drop.
7. The lounge is a of activity in the morning.
8. I keep my and ends in this drawer.
9. Our new factory is in the of nowhere.
ONLINE PRACTICE
within this unit): Jupiter Images, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock
©2018 Berlitz Languages, Inc. Describe working conditions • Unit 13 | 65

UNIT 14
Talk about job satisfaction

to mean to + verb rewarding Present and past participles as adjectives (-ed vs.
advancement on the line (= at risk) -ing) to describe feelings, emotions, attitudes. For
example: Even though my job is fascinating, I’m
room for advancement work-life balance
often worried about meeting my deadlines.
tired/-ing critical (= key)
worrying the bottom line
satisfying relationship
annoying autonomy
depressed/-ing variety of tasks
fascinated/-ing meaningful
WARM-UP
– Mark, there’s something I’ve been meaning to tell

you. I’m thinking of leaving the company.
– But why, Linda? Aren’t you happy here?
– Well, for many years I was. Lately, however, I’ve felt
bored and frustrated. I want to do more, but I don’t
see any room for advancement.
– Have you talked to your supervisor about this?
– I’ve mentioned it, but at the moment there’s
nothing he can do …
My notes
66 | Talk about job satisfaction • Unit 14 ©2018 Berlitz Languages, Inc.

GRAMMAR
Satisfied or satisfying?
I feel … My work is ...
annoyed excited annoying exciting

depressed fascinated depressing fascinating
disappointed interested disappointing interesting
tired motivated tiring motivating
worried satisfied worrying satisfying
– Are you satisfied with your job?

– Yes, I am. I find the work both interesting and rewarding.

– Why’s Charlie looking so depressed?
– His sales have been very disappointing, and now he’s worried his job is on the line.
1. You are a flight attendant on international flights. You work two days, then have one day
off. Passengers can sometimes be very rude, but most of them appreciate your work.
2. You volunteer at a homeless shelter. You know your work really helps a lot of people, but
sometimes you see and hear very upsetting things.
3. You’re a photographer and travel all over the world. Sometimes you’re away from home for
weeks at a time.
4. You are a small business owner. Because of the economy, business hasn’t been very good
for the past year or so. You are now exploring new ways to promote your services.
5. You work at an online help desk. People ask you questions about information or products
on your company’s website. You often get questions you’ve answered hundreds of times.
6. The company you work for is trying to find cures for several serious illnesses. Your job is in
the research laboratory. Sometimes your projects lead to nothing – even after years of
work.
©2018 Berlitz Languages, Inc. Talk about job satisfaction • Unit 14 | 67

Without that …
a. As the father of three young children, is critical for John. Without that, he’d be too
to spend time with his kids, and they’d be .
b. keeps Lucinda about her work. If she didn’t have that, she’d quickly become
and .
c. Paul feels that if the is too low, workers will feel —even if they think the work
is and enjoyable.
What's important to you?
Very Somewhat Not

Important
important important important
Clear company directions and
objectives
Good relationship with boss
or supervisor
Working conditions
Fair compensation
Job security
Feedback; recognition for
good work
Autonomy and responsibility
Opportunities for
advancement
Interesting work; variety of
tasks
Meaningful work
Opportunities for learning and
growth
Opportunities to use skills
Work-life balance

PERFORMANCE
Focus group
The human resources department would

like to learn what job satisfaction factors
are most important to employees at your
company. To do this, they’ve formed
several focus groups to discuss these
issues. You’ll be meeting with the rest of
your group shortly.
My notes
©2018 Berlitz Languages, Inc. Talk about job satisfaction • Unit 14 | 69

Useful Expressions
Explaining why something is important to you:

… is critical to me. Without that, I’d feel ….
… keeps me …. If I didn’t have that, I’d ….
If …, I will feel … and ….

ONLINE PRACTICE
within this unit): Getty Images, Shutterstock ©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 15
Describe job perks and benefits

benefits to subsidize (subsidise UK) Phrases with present participles as

perks subsidy subjects. For example: Working from
medical insurance leave (= time off)
home allows me to be more creative.
wellness program dress code
(programme UK) tuition
prescription plan to reimburse
dental insurance reimbursement
vision plan required by law
financial-planning fringe benefit
assistance eligible
to telecommute commission
profit-sharing plan
WARM-UP
– Have you seen this article about the perks some

Silicon Valley employees get?
– Not yet. Why?
– Well, if you want to keep fit, they’ve got everything
—gyms, fitness and yoga classes, running trails,
rock-climbing walls … one even has a Zen room.
– Wow! I wonder what a Zen room is like.
– And there are loads of free services—catered
lunches, laundry services, massages, haircuts …
– Yeah … so they can stay at work all the time.
– They get free training, attend free lectures …
– We should have perks like that.

Tip! Perk is short for perquisite.
©2018 Berlitz Languages, Inc. Describe job perks and benefits • Unit 15 | 71
Which benefits are important to you?
Health / medical insurance Dental plan Financial planning assistance

Health / wellness program Vision plan Subsidized transportation
Flexible work hours Prescription plan Casual day, casual dress code
Telecommuting Retirement plan Tuition reimbursement
Flexible leave Savings plan Clothing subsidy
Food / meal vouchers Profit-sharing plan Child-care subsidy
LISTENING 28
What do they offer?
Standard benefits package Address work-life balance issues
Motivate employees to perform better
My notes
72 | Describe job perks and benefits • Unit 15 ©2018 Berlitz Languages, Inc.
GRAMMAR
Having a company car makes my life easier
We have a prescription plan. That means we pay less for our medicines.
→ Having a prescription plan means we pay less for our medicines.

I don’t have a company car. I take the train to work.
→ Not having a company car, I take the train to work.

I telecommute. This allows me to spend more time with my family.
→ Telecommuting allows me to spend more time with my family.

If we provided on-site gym facilities, it would encourage more employees to exercise.
→ Providing on-site gym facilities would encourage more employees to exercise.
1. I have a company phone. That means I don’t have to be reimbursed for phone expenses.
2. We don’t have a dress code. This makes the atmosphere much more relaxed and friendly.
3. I can start work at ten o’clock. That allows me to drop my daughter off at school in the morning.
4. If we offered tuition reimbursement, it might encourage employees to keep their skills up-to-
date.
My notes
©2018 Berlitz Languages, Inc. Describe job perks and benefits • Unit 15 | 73
PERFORMANCE
Suggestion box
There is a suggestion box set up in every

department at your company. The human
resources department has requested that
employees share their ideas about perks
and benefits they would like the company
to offer. Write down your suggestions
(and reasons), and then put them in the
suggestion box.
ONLINE PRACTICE
within this unit): Getty Images, Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.
74 | Describe job perks and benefits • Unit 15 ©2018 Berlitz Languages, Inc.
UNIT 16
Describe a process or procedure

process concept Passive voice to describe processes

procedure Voilà! If …, then … to describe procedures
virtual reality (VR) step-by-step
early adopter software
beta tester flowchart
WARM-UP
– Welcome to AP Virtual! My name is Mina Taylor,

and I’ll be showing you how our new VR headset is
made. It all begins here, in the testing lab …
– Will we be able to wear the headset?
– Of course, you will! What’s a demo without trying it
yourself? Now, as I was saying, …
Do you know how things are made?
Demos given to early adopters

Feedback collected from beta testers
Budget approved
Market research conducted
Voilà: product released
1 New concept presented to the Board
Prototype manufactured
Sales reps trained
©2018 Berlitz Languages, Inc. Describe a process or procedure • Unit 16 | 75

GRAMMAR
Describing a process
In the next stage, candidates are interviewed by the HR team.

First of all, the design is approved and a prototype is then made.

Once the sales reps are trained on the product, it is released.
Step-by-step process
If your VR headset doesn’t work, then check whether your computer is turned on—if it isn’t, then turn
it on. If the headset still doesn’t work, then check whether the battery is still in—if it isn’t, insert it.
After that, if the headset still refuses to work, then have it repaired.
My notes
76 | Describe a process or procedure • Unit 16 ©2018 Berlitz Languages, Inc.

PERFORMANCE
Here's how we do that
Think about the steps for either

• a production process you are very familiar with, or
• a work procedure you are routinely involved in.
Create a bullet list, a simple flowchart, or a diagram to describe the process. Then present it
to your classmates.
Word Power
Pronunciation: Compound nouns

The stress in two-word compound nouns is almost always on the first word. If you
stress the second word, as with adjective + noun phrases, the meaning changes!

light bulb = the object that produces light light bulb = a bulb that is light in color or
weight
hot dog = type of sausage made with hot dog = a dog that is hot
meat
White House = where the US president white house = a house that is white
lives
ONLINE PRACTICE
within this unit): iStockphoto, iStockphoto, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
©2018 Berlitz Languages, Inc. Describe a process or procedure • Unit 16 | 77

UNIT 17
State concerns and discuss causes

of production problems
quota don’t dare (complain) Past perfect (review). For example: Production
to fall short of to bother (= worry) was falling because we had never replaced our
staffing concerned (about /
machinery.
maintenance that)
assembly line valid
routine (adj.) rate (= speed, pace)
preventive I assure you …
WARM-UP
What is happening to production?

How short of the quota are they?
Is this a problem? Why?
78 | State concerns and discuss causes of production problems • Unit 17 ©2018 Berlitz Languages, Inc.
Problems at the factory

1. How do the workers feel? satisfied frustrated indifferent
2. What issues do they bring up? equipment job security management
safety salary staffing
3. Make a list of the problems the workers mentioned.
Maintenance:
Loading dock:
Assembly line:
Tip! loading dock
loading bay
Express worry, concern, reassurance

– We’re concerned about our order. We expected it yesterday, but it’s still not here.
– I’ve just checked the status of your package. I assure you that it will be
delivered later today.

– I’m very concerned about the problems at the plant. At this rate, they’ll never
meet their quota.
– I think your concerns are valid, but let’s wait and see. They might still be able to
turn things around.
– I’m worried, Barbara. Scott Miller was supposed to be here an hour ago. He
hasn’t called, has he?
– No, but I wouldn’t be too concerned if I were you. He’s probably just missed his
train.

– What will happen if we don’t meet our quota? That’s what’s bothering me.
– Don’t worry, George. Everything will work out somehow.
©2018 Berlitz Languages, Inc. State concerns and discuss causes of production problems • Unit 17 | 79
GRAMMAR
Production was down last month because we hadn’t ordered enough parts
We didn’t hear from them by the end of the week. We ordered from another supplier.
→ We hadn’t heard from them by the end of the week so we ordered from another supplier.

They didn’t do preventive maintenance. The equipment broke down.
→ The equipment broke down because they hadn’t done preventive maintenance.

We increased staff levels last month. The layoffs were announced just after that.
→ We had just increased staff levels when the layoffs were announced.

We added new shifts in April. Production fell by more than 20% in the first quarter.
→ By the time we added new shifts, production had already fallen by more than 20%.
1. The employees couldn’t answer the customers’ questions because

2. We got back to full production when
3. The machines malfunctioned since they
4. By November last year,
5. Our electricity was turned off because
Tip! They had ordered the parts before / after we made the sale.
Or:
They ordered the parts before / after we made the sale.
My notes
80 | State concerns and discuss causes of production problems • Unit 17 ©2018 Berlitz Languages, Inc.
PERFORMANCE
What to do?
You are meeting with other members of senior

management to discuss the production
problems you are having.
During the meeting, you should mention your

key concerns and say what you think needs to
be done to get production back on track.
Below are some ideas that have been put

forward:
• increase staff
• retrain staff
• add shifts
• replace certain supervisors / managers
• install a new, automated assembly line
• replace only the most outdated machinery
Your meeting will start shortly. Take a few moments to think about what you will say.
ONLINE PRACTICE
within this unit): Berlitz, Berlitz, Berlitz, Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.
©2018 Berlitz Languages, Inc. State concerns and discuss causes of production problems • Unit 17 | 81
UNIT 18
Handle order complaints and

problems
to refer to reassurance Past conditional. For example: If the work

above-referenced to correct had been done properly, I wouldn’t have
merchandise stock called you.
to date (= until now) till (= until) Apologizing. For example: I’m sorry for any
inconvenience this has caused. I apologize
as to (= regarding) to throw in (= add for free) for not getting back to you sooner.
considerable a valued customer by vs. until (extension)
to apologize (for + -ing) to give … a ring (= call)
(apologise UK) You’re a lifesaver!
Please accept our resolution
apologies. assurance (= promise)
due to circumstances
beyond our control
WARM-UP
missing item or part damaged item wrong item shipped late delivery /
lost order
82 | Handle order complaints and problems • Unit 18 ©2018 Berlitz Languages, Inc.
READING
Where's my order?
FR JS Daley
TO TopTime Customer Service
SUBJECT Order # 2J725 not received
The above-referenced order was placed on October 15. At that time, we were assured that the
merchandise would be delivered within two weeks. To date, our order still has not arrived, and the
delay is causing us considerable inconvenience.

I would appreciate if you would advise us immediately as to when we can expect delivery.

John S. Daley
Nov 5
GRAMMAR
If you hadn’t contacted us, we wouldn’t have known about the problem
PAST CONDITIONAL: PAST EVENT + PAST RESULT
You told us the merchandise would be delivered within two weeks. We complained about
our order.
→ If you hadn’t told us it would be delivered within two weeks, we wouldn’t have
complained.
They didn’t deliver the order within two weeks. The company didn’t keep its promise.
→ If they had delivered the order within two weeks, the company would have kept its
promise.
©2018 Berlitz Languages, Inc. Handle order complaints and problems • Unit 18 | 83
Useful Expressions
Steps for handling a complaint

Apologizing
I’m / We’re very sorry (for …)
I / We would like to apologize (for …)
Please accept my / our apologies for …
We were terribly sorry to hear about / that …
Giving reason(s)
This was caused by …
Unfortunately, we have been experiencing …
It seems there was a problem (with) …
Due to circumstances beyond our control, …
Giving reassurance
I assure you this won’t happen again.
I will look into this right away.
We will correct this problem as soon as possible.
We will ship you a replacement immediately.
Offering compensation
To make up for the trouble we’ve caused you, …
To compensate you for any inconvenience, …
My notes
Sunny Hill Foods

a.
– Oh, please accept my sincerest apologies. I don’t know how that could have happened—
unless there was a mix-up in the shipping department. Anyway, we can deliver the five
missing cases on Monday. Would that be all right?
b.
– Sunny Hill Foods. Gina Tobin speaking.
c.
– Hmm, our shipping department is closed till Monday because we’re taking inventory. OK,
I’ll tell you what. Since you are one of our oldest and most-valued customers, I will drive up
to San Francisco on Saturday morning and hand deliver the fish myself. And to
compensate you for the trouble we’ve caused you, I’ll throw in a couple of extra filets. How
does that sound?
d.
– Hello, Gina. This is Carlo Gessati at Hotel Fino.
e.
– Unfortunately, no. We’re hosting a big event on Sunday for one of the major film studios.
I absolutely have to have that fish before then.
f.
– My apologies again. I assure you it’ll never happen again.
g.
– Hello, Carlo! How can I help you today? Did you get the cases of fish you ordered?
h.
– Sounds fantastic! Thank you so much—you’re a lifesaver. I’ll be here all day Saturday, so
any time would be fine. Just give me a ring or send me a text when you get to San
Francisco, OK?
i.
– Actually, that’s what I’m calling about. There’s a problem with the order. We ordered ten
cases of halibut, but when I was checking my stock just now, I realized you had sent us
only five cases of halibut. The other five cases are salmon.
©2018 Berlitz Languages, Inc. Handle order complaints and problems • Unit 18 | 85
PERFORMANCE
Please accept our sincerest apologies
Complaint:
Cause (if any):
Resolution:
Assurances made to consumer:
Compensation (if any):

ONLINE PRACTICE
within this unit): iStockphoto, iStockphoto, iStockphoto, ©2018 Berlitz Languages, Inc. All rights reserved.
iStockphoto
UNIT 19
Request payment
due (date) to remit Conditional constructions: In the event that /

past due enclosed So long as / As long as / Should / Provided
collection agency outstanding (= not yet that
to turn … over to … (= paid) Payment on / of / for / in ….
hand over to) to be forced to do
not a peep something
oversight partial (payment)
to settle (an account) to refer (an account) to …
to disregard to adjust (an account)
in arrears to clear (= go through)
to insist bankrupt
WARM-UP
– Have we heard anything from Ames yet?

– Not a peep. I think it’s time we turned the matter
over to the collection agency.
– You sent them a final reminder?
– A month ago.
– It looks like we’ve got no choice, then.
My notes
©2018 Berlitz Languages, Inc. Request payment • Unit 19 | 87

READING
First, second, and final reminders
August 14
It appears that we have not yet received
payment for invoice #215784, due on July
30. We are sure this was simply an
oversight on your part, and we would August 30
appreciate if you could send us your On August 14, we sent you a reminder
payment by August 20. that payment on your account was
overdue. As of today, we have received no
If you have already settled your account, response from you. According to our
please disregard this notice. records, your unpaid balance is $5,150.

September 15 In order to maintain your status as a
valued customer, we must insist that you
On August 30, we sent you a second letter remit payment without further delay.
to remind you that your account was in
arrears. To date, we have neither heard
from you nor received your payment.
Enclosed is another copy of your invoice,
which shows an outstanding balance of
$5,150.
Unless your account is settled by

September 30, we shall be forced to take
stronger measures.
2. pay your 4. your account 5. the amount you

1. you just forgot 3. ignore
account in full was past due (x 2) owe

6. we (politely) 7. send your 8. together with 9. an unpaid
10. we will have to
demand payment this letter balance
My notes
88 | Request payment • Unit 19 ©2018 Berlitz Languages, Inc.

GRAMMAR
Conditional constructions
In the event you are dissatisfied with the goods, please return them for a credit.
Should you need to work out alternate payment arrangements, please contact us
immediately.
As / So long as you pay within the next ten days, you will remain a valued customer.
Provided (that) you can make a partial payment, we won’t refer your account to our legal
department.
Top ten excuses for not paying an invoice
– The check is in the mail. / The invoice has already been paid.
– We haven’t received the invoice.
– We pay all our bills at the end of each month.
– The person who is authorized to sign checks isn’t available.
– The goods were never delivered. / The order was canceled.
– The goods / services were faulty or not as described.
– The balance is incorrect and we are waiting for you to adjust our account.
– We can’t pay you until our customers pay us.
– We’re waiting for our deposits to clear.
– We have gone out of business. / The company has gone bankrupt.

PERFORMANCE
I'm calling to remind you …
You work in the collection department of RL Steen. Your usual payment terms are 30 days.
You have not received payment from a good customer of yours, Painter Plastic plc, for your
statement dated May 10.

It is June 30. Call Painter Plastic and ask about their payment.
©2018 Berlitz Languages, Inc. Request payment • Unit 19 | 89

Word Power
Payment terms
Full payment must be made within 30 days of the date on the

Net 30
invoice.
A 2% discount applies to payments made in full within 10
2% 10, net 30 days of the date on the invoice; full payment is due within 30
days.
ONLINE PRACTICE
90 | Request payment • Unit 19 ©2018 Berlitz Languages, Inc.

UNIT 20
Review
OBJECTIVES LADDER
Now you can …
Request payment
Handle order complaints and problems
State concerns and discuss causes of production problems
Describe a process or procedure
Describe job perks and benefits
Talk about job satisfaction
Describe working conditions
Make apologies and excuses
Interrupt to ask a question or make a comment

PRACTICE
GOAL 11
Myself or each other?
1. Have you two met yet? Let me introduce you.

2. We have keys to the office, so we can let in on Saturday.
3. Zara and Brent have worked with for years and years.
4. Please familiarize with the new policy before the meeting.
5. They don’t need any assistance. They can do the work .
GOAL 12
By the time I called the customer, he had already canceled the order
1. Everyone went to bed. I got home after that.

→ Everyone to bed by the time .
2. I dialed in. The conference call started before that.
→ When .
3. Doug called at 8:45. Ms. Trent arrived after that.
→ When
yet.
4. They solved the problem. I realized there was a problem after that.
→ By the time .
GOAL 13
So or such?
1. The office was cold, they had to wear their coats!

2. It was a lovely day yesterday, we decided to eat lunch outside.
3. He spoke fast, I had to ask him to slow down.
4. There were many people there that some of us had to stand.
5. They had no idea we were having a problem with the new system.

GOAL 14
-ed or -ing?
1. We were all very to hear Lena was leaving the company.
a. surprised b. surprising
2. As an environmental engineer, I find my work both and .

a. interested … rewarded b. interesting … rewarding
3. These sales figures are very , and I’m rather about them.
a. disappointed … worrying b. disappointing … worried
4. Oliver was when he didn’t get a promotion last year.

a. disappointed b. disappointing
GOAL 15 32 • 33 • 34 • 35
Working from home gives me a lot of flexibility

1. , Steve walks to work.
a. Not having a car b. Not living far from the office
2. has improved job satisfaction the most.

a. Allowing employees to work from home b. Providing flexible working hours
3. would make it easier for the company to attract better applicants.

a. Improving the benefits package b. Offering higher salaries
4. , I asked a colleague for help.

a. Not knowing where anything was b. Not being familiar with the new system

GOAL 16
Recipe for chocolate-covered cherries

a.
First, the cherries are pitted (the seed is removed) and soaked in brandy or cognac.
b.
The chocolate is then allowed to cool and harden.
c.
Then they are covered with fondant, which is a paste made from sugar.
d.
After that, the fondant-covered cherries are dipped in dark chocolate several times.
e.
After a couple days, a syrup will be formed from the alcohol and the fondant inside the
chocolate.
GOAL 17
We postponed the meeting because we hadn't finished the report
1. The equipment (break down) because they (not do) regular

maintenance.
2. They (fall short of) their quota because the new equipment (not
arrived) on time.
3. We (already transfer) our payment by the time we (received) the
reminder notice.
4. Ted’s phone service (cut off) because he (not pay) his bill for
several months.
5. I (just send) Tina a message when she (walk) in the door.

GOAL 18
If you had done that, ...
1. You didn’t ask me. I couldn’t help you.

→ But if you .
2. They informed us of the delay ahead of time. We weren’t upset.
→ However, if they .
3. They didn’t offer me a higher salary. I didn’t take the job.
→ But I .
4. You didn’t pay the invoice within five days. We couldn’t give you a 5% discount.
→ We .
GOAL 19
Should you be interested in our products, we could ...

1. Should you have further questions, a. we will refer your account to our legal
department.
2. In the event payment is not received b. your account will remain in good
within five days, standing.
3. Provided that the minimum monthly c. please contact our customer service
payment is made, department.
4. As long as we are satisfied with their d. we will continue to order from them.
products,
My notes

YOUR TURN!
GOAL 11
Interrupt to ask questions or make comments
Your supervisor is telling you about the plans for the end of year dinner. As needed, interrupt
to ask questions about or comment on the items below.

– entertainment (the comedian last year was boring and told only old jokes)
– the food (it was awful last year, and there were very few vegetarian options)
– the venue (the place that was booked last year was too small)
– guests (you were not allowed to bring family members or “significant others”)
–
GOAL 12
Apologies and excuses
Choose one:
• You are supposed to turn in a report tomorrow, but you know you won’t finish in time.
Call and let your supervisor know.
• You have an appointment to meet a client at 9:00. You were on your way to the client’s
office when your car broke down. You are now waiting for the auto service to arrive. Call
your client and let him / her know you won’t be able to make the appointment.
• You forgot to call your best friend yesterday to wish him / her happy birthday. Call now.
• You promised a coworker you’d look up some information for him / her. You forgot to do
that. Call your coworker and explain the delay.

GOAL 13
What do you suggest?
Your office has received approval from headquarters to completely renovate the building. The
major goal of the renovation is to improve physical working conditions. Before the work
begins, local management is asking for input from the staff. What suggestions do you have
for making your work environment a place where you would be more productive and
motivated?

GOAL 14
Job satisfaction
Role A
You have been offered a position with your company which would allow you to work from
home. You are not sure the job is right for you. You have started listing some of the
advantages and disadvantages.

POSSIBLE ADVANTAGES POSSIBLE DISADVANTAGES
• possible lack of regular feedback and
• greater autonomy and responsibility
recognition
• improved work-life balance
• little personal contact with coworkers
•
•
•
•

You’ve asked a friend to meet with you and talk the situation over. Before your friend arrives,
add one or two more items to each list.

Role B
You are going to meet with a friend of yours today. Your friend has been offered a position
with the company which would allow him / her to work from home. Your friend isn’t sure
about accepting the offer. Before you meet with your friend, write down some questions you
think will help your friend make a decision.

•
•
•
•

When you are ready, go see your friend.
My notes

GOAL 15
Benefits
FR [email protected] FR
TO HR Department Head TO [email protected]
SUBJECT Benefits package cuts SUBJECT
Dear ,
As you know, the past year was a difficult
one for us and unfortunately, this year is
not looking much better. As a result, we
are forced to consider areas where we can
cut our expenses. One of the areas under
consideration is the benefits package.
UEI has always prided itself in offering its
employees a very generous benefits
package. However, some of the benefits
are perhaps less important than others.
Before we make a final decision, however,
I would like your input concerning
– benefits which you feel we could cut or
reduce, and
– benefits which you feel absolutely must
remain in the package.
Please send me your suggestions by the
end of the week.
Sincerely,
S. Burke
CFO
My notes

GOAL 16
Processes and procedures
Choose one:
1. Explain how a piece of equipment you regularly use works.
2. Explain the rules of a game that you like to play.
3. Explain how to report a problem at work.
4. Explain how to reserve a meeting room.
5.
GOAL 17
I have some concerns
Role A
It’s the middle of winter. Motivation at your workplace seems to be at an all-time low.
Everyone is complaining about being tired or depressed, and production levels and quality
are suffering. Your supervisor has expressed his / her concern and has asked you for some
ideas on how to improve the situation. You will be meeting with your supervisor shortly.
Before then, write down your suggestions for improving motivation and production.
•
•
•
•
Role B
It’s the middle of winter. Motivation at your office seems to be at an all-time low. Everyone is
complaining about being tired or depressed, and production levels and quality are suffering.
You have asked your assistant, who is in contact with the staff much more than you are, for
ideas on how to improve the situation. You will be meeting with your assistant soon. Before
then, write down some questions you would like to ask him / her.
•
•
•
•

GOAL 18
I'm afraid there's been some damage
Role A
You the owner of Spring Roasts, a popular local coffee shop. Recently you ordered several
cases of coffee beans from River Rock Coffee Company. When the delivery arrived, you
noticed that one of the cases contained the wrong type of coffee (River Rock Breakfast
Blend instead of River Rock Bold Blend) and that several packages in another case were
torn.

Call River Rock Coffee Company and tell them of the problems.
Role B
You work at River Rock Coffee Company. You have received a number of complaints
recently because of coffee that was accidentally put into the wrong shipping boxes when
packaged (River Rock Breakfast Blend was put in boxes labeled River Rock Bold Blend). You
have also heard from one or two customers that they have received damaged packages.
Unfortunately, that was due to a temporary delivery person you were using (and who you
won’t be using again).

In any event, it is River Rock’s policy to replace any items customers are unhappy with
immediately at no extra cost. Better to lose a few dollars than to lose customers.
GOAL 19
Payment request
You work in the billing department of TelTec, a small Canadian telecom service provider. One
of your customers has not paid his bills for the past two months. Send the customer a
reminder email.

FR
TO
SUBJECT
Business English 6 (GBE) Complete

©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 21
Present ideas for promoting safety

at work
hazardous disorder Reported commands. For example: They

strain to learn the hard way warned us not to take the elevators in an
sprain to order (= command) emergency.
fatigue to urge
injury vs. damage; safety vs. security
(extension)
stressed (fire) drill
(under) stress to instruct
repetitive (motion) ergonomic
object nonslip
to flatten warning (sign)
to crush emergency procedures
bizarre fire extinguisher
literally dispenser
excruciating hand sanitizer
cramp
WARM-UP
– You got a minute? We need to talk.

– Sure. What’s the problem?
– Recently, the number of reported accidents and
injuries has been increasing, and I think we need to
address it.
– Such as …?
– Nothing major. Falls, cuts, muscle pain, strains –
that sort of thing. The question is, what are we
going to do about it?
©2018 Berlitz Languages, Inc. Present ideas for promoting safety at work • Unit 21 | 103
Causes of some workplace injuries
stress and fatigue repetitive motion lifting
falling objects and hazardous materials

machines
So, tell us what happened
Name Andrew Brenda Sharon
Type of injury
Body part(s)
Cause
104 | Present ideas for promoting safety at work • Unit 21 ©2018 Berlitz Languages, Inc.
GRAMMAR
They warned us not to use the elevator
told
urged
to
"Lift with your knees!" advised lift with our knees.
They us not
"Don't lift with your back!" warned lift with our backs.
to
ordered
instructed
Watch where you’re going! Pay attention to warning signs!
Don’t sit at the computer for hours at a time! Don’t use dangerous equipment alone!
Tip! Jim told me not to open the door. ≠ Jim didn’t tell me to open the door.
How safe is the office?
emergency procedures safety mirrors cable / cord covers

ergonomic workstations nonslip flooring appropriate lighting
hand-sanitizer dispensers warning signs fire extinguishers
PERFORMANCE
Promoting safety in the workplace
You are on the safety committee at work.

Today you are meeting with the other
committee members to discuss a poster
campaign you’ve been planning.
Together, identify the following:
• the most common accidents and

injuries that occur in your
workplace
• ways those incidents could be

avoided
My notes
106 | Present ideas for promoting safety at work • Unit 21 ©2018 Berlitz Languages, Inc.
Word Power
Easily confused words: injury vs. damage; safety vs. security
injury harm caused to a person or an animal

damage harm caused to a thing; serious injury to certain parts of the body
safety protection from accidental injury, damage, or harm
security protection from intentional injury, damage, or harm
ONLINE PRACTICE
Fotostock, Age Fotostock, Age Fotostock, Age Fotostock,
PhotoDisc
UNIT 22
Describe reactions to stress

stressful If you can’t stand the heat, Verbs of perception: to sound, to look, to
to react get out of the kitchen. seem, to feel
reaction to let someone down
to cite to give up
health care (costs) elevated
(employee) turnover to concentrate
(under) pressure concentration
to suffer (= get worse) anxiety
to thrive (on) panic (attack)
self-esteem
WARM-UP
My notes
108 | Describe reactions to stress • Unit 22 ©2018 Berlitz Languages, Inc.

How does stress affect you?
I don’t deal well with stress at all. When there’s I thrive on pressure. Like the saying goes, “If
too much pressure, my performance suffers. you can’t stand the heat, get out of the kitchen!”
I think some stress is a good thing. It helps me

perform better.
LANGUAGE FOCUS
Verbs of perception
He sounds stressed. He sounds like he is under a lot of pressure.

She looks pleased. She looks like she heard some good news.
They seemed interested. They seemed like they were interested.
We felt depressed. We felt like we had let the whole team down.
– How did they react to our proposal?

– They seemed delighted. It looks like we’ll be able to sign the contract next week.
– That’s fantastic!
– Are you OK? You sounded quite upset earlier.

– I’ll be all right. Sometimes it just seems like no one listens, that’s all.
– I know. I feel the same way in many meetings.
©2018 Berlitz Languages, Inc. Describe reactions to stress • Unit 22 | 109

LISTENING 39
All I do is work, work, work!
1. What happened to Mr. Wilson that morning?
2. Are his pulse and blood pressure normal?
3. What other symptoms is he experiencing?
4. How long has he had these problems?
5. Why didn’t Mr. Wilson go to see the doctor earlier?
6. What has Mr. Wilson’s job been like recently?
7. What will happen if he doesn’t finish the project on

time?
8. What is the doctor’s diagnosis?
9. What does the doctor recommend?
My notes

PERFORMANCE
Do you have any of these symptoms?
STRESS SYMPTOMS
muscle aches frustration chronic fatigue
frequent anger, irritation difficulty sleeping cold hands or feet
increase in minor difficulty feeling that things are out of
accidents concentrating control
weight loss / gain finger or foot tapping anxiety, panic attacks
indecisiveness sudden bursts of low self-esteem
energy

If you have checked more than five items, you may be suffering from stress. Ask your
doctor.
My notes
©2018 Berlitz Languages, Inc. Describe reactions to stress • Unit 22 | 111

CONSOLIDATE & APPLY
Type A or Type B?
If you were caught in a traffic jam, would you get annoyed and honk your horn, or would you
sit calmly and wait? Your reaction may indicate whether your personality is Type A or Type B.

Type A people are usually in a hurry and dislike waiting. They take on a lot of responsibilities
and set strict deadlines for their completion. To keep pace with this busy schedule, they may
move, talk, and even eat quickly. They often overreact to small problems, becoming angry or
worried easily. Relaxation does not come naturally to them. They frequently miss meals, work
late, and bring work home with them. Their household and social obligations tend to be
numerous. Their lives are filled with activity and stress. Determined to succeed, the ambitious
Type A often excels professionally. Unfortunately, this success may come at the price of
family harmony and personal health, especially heart disease.

Type B people, on the other hand, are easygoing and are rarely upset by delay or
inconvenience. Their pace is slower and their schedules are more flexible. Because they are
less likely to become angry or irritable, they cope better with pressure. They take a more
casual attitude toward work – they put it aside at lunchtime and leave it behind when the day
is over. They enjoy their free time, using it for rest and activities they find pleasurable. Their
lives are relaxed and quiet. As a result, the calm Type B tends to be protected from stress and
has a lower risk of suffering from heart disease and other stress-related conditions.

Most people are a combination of both types. Which type are you most like?
ONLINE PRACTICE
within this unit): Berlitz, Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 23
Discuss time management

strategies
priority to find time Causative: active vs. passive. For example: I’ll get
to prioritize (prioritise to kill time Greg to help you this afternoon. / We have our tax
UK) to make time (for) returns prepared by our accounting firm.
nonessential to waste time
to spend time to take up time
distraction insider
to block out outsider
the first time around
(round UK)
WARM-UP

– You’re looking awfully stressed. What’s the
problem?
– Time! There just aren’t enough hours in the day to
finish everything I need to do! Just look at this to-
do list!
– Hmmm … let’s see if we can’t get someone to give
you a hand with some of these things, OK?
My notes
©2018 Berlitz Languages, Inc. Discuss time management strategies • Unit 23 | 113
Time management can reduce stress
✓ Plan each day. ✓ Do a good job the first time around.

✓ Prioritize tasks. ✓ Take a time management course.
✓ Don’t do nonessential tasks. ✓ Limit or block out distractions.
✓ Delegate responsibilities. ✓ Schedule breaks into your day.
✓ Break large tasks down into smaller ones. ✓ Analyze and evaluate how you spend your time.

Tip! first time around; to prioritize
first time round; to prioritise
GRAMMAR
I’ll have my lawyer look at the contract
Active causative form
Judy doesn’t schedule her own She has her assistant schedule them (for
appointments. her).
Judy asked Simon to check the report for She got Simon to check the report (for
her. her).
– Are you organizing the conference again this year?

– No way! This year, I’m getting a professional conference planner to do it.
– What do you want Paul to do to help you?

– I’d like to have him answer Greg Norton’s letter first. After that, get him to review the files I put
on his desk.
114 | Discuss time management strategies • Unit 23 ©2018 Berlitz Languages, Inc.
How soon will you have the new server installed?
Passive causative form
We aren’t installing the new server We are having it installed.

ourselves.
The company will install it for us on Friday. We will get it installed on Friday.
We don’t prepare our own tax returns. We have them prepared by an accounting
firm.
– When will you send us the contract?

– I can send you the final draft by email now, and I’ll have the original delivered to your office first
thing tomorrow morning.
– Would you have time to proofread my proposal for me today?

– I’m afraid I don’t, but I can have Cheryl look at it for you. Would that be all right?
– That would be great, thank you.
Word Power
Time idioms and expressions
©2018 Berlitz Languages, Inc. Discuss time management strategies • Unit 23 | 115
PERFORMANCE
How do you spend your time?
ONLINE PRACTICE
within this unit): Age Fotostock, Thomas Stefflbauer, Berlitz, ©2018 Berlitz Languages, Inc. All rights reserved.
Berlitz
116 | Discuss time management strategies • Unit 23 ©2018 Berlitz Languages, Inc.
UNIT 24
Describe management styles

atmosphere to roll up one’s sleeves Softening language with not the -est, not
immensely to pitch in as … as, more, not very, not too. For
a people person hands-on / hands-off example: The sales clerk is not as helpful
(manager) as she could be.
approachable
supportive evasive
committed guidance
consistent tyrant
knowledgeable to erode
subordinate morale
to praise buddy (mate UK)
to reward to stand up for
to be willing to to be in (someone else’s)
to step in shoes
plenty (of) deputy
WARM-UP

– So, what’s your new department manager like?
– Well, she’s only been with us a week, but so far, so
good. She seems like a real people person, very
approachable. Completely different from our
previous manager—the atmosphere has improved
immensely.
©2018 Berlitz Languages, Inc. Describe management styles • Unit 24 | 117

What does it take to be a good manager?
A good manager should …

have good communication skills. have a clear idea of what needs to be
done and how.
encourage staff to discuss problems. be flexible enough to change plans when
needed.
be willing to get input from staff. support creative thinking among
subordinates.
praise and reward excellence. know subordinates’ strengths and
weaknesses.
be willing to delegate tasks. be able to step in and make decisions as
needed.
LISTENING 40 • 41 • 42 • 43
What are their managers like?
Yoshio Shirley Simon Helga

satisfied satisfied satisfied satisfied
dissatisfied dissatisfied dissatisfied dissatisfied
118 | Describe management styles • Unit 24 ©2018 Berlitz Languages, Inc.

What do they expect from a manager?
Yoshio Shirley Simon Helga
LANGUAGE FOCUS
Is that good or bad?
Frank’s irrational. He’s not the most rational person I’ve met.
Nancy’s disorganized. She’s not as organized as she could be.
Paul’s unsupportive. → He could be more supportive.
Tiffany’s unapproachable. She’s not very / not exactly approachable.
Ian’s unfriendly. He’s not too friendly.
1. – Do you think Sarah’s reliable?

– I think she .
2. – Don’t you think Ted’s a bit irresponsible for this job?
– Well, yes. Ted .
3. – I think Richard’s decisions have been a bit inconsistent lately, don’t you?
– I agree. He .
My notes
©2018 Berlitz Languages, Inc. Describe management styles • Unit 24 | 119

PERFORMANCE
We need a new deputy
The director of your department is being transferred to another location, and the current
deputy director will be taking over. However, this means there is an opening for a new deputy
director. HR would like input from the people working in the department before the
appointment is made.
Who do you think should take over the position, and why?
ONLINE PRACTICE
within this unit): Berlitz, Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
120 | Describe management styles • Unit 24 ©2018 Berlitz Languages, Inc.

UNIT 25
Describe ambitions and aspirations

aspiration hierarchical / flat Idioms and expressions related to work

to aspire to organization roles: a cog in the machine, the low man
deli (= delicatessen) (legal) practice on the totem pole, the new kid on the
partner (in a firm) block, etc.
authority
hierarchy shortage
frontline / back-office nurse practitioner
(staff) What’s holding you back?
generalist smart
to adapt sooner or later
adaptability eventually
to hinder content (adj.)
WARM-UP
– Wow! I can’t believe you guys finally managed to

open up your own deli!
– Well, it always was an ambition of ours.
– And what are your plans for the future?
– For now, we’re focusing on making this place a
success. But some day, we hope to have several
delis around the country.
My notes
©2018 Berlitz Languages, Inc. Describe ambitions and aspirations • Unit 25 | 121
READING
What type of organization?
Hierarchical Flat
1. Authority and levels of responsibility are clearly defined.
2. Frontline employees have greater levels of responsibility.
3. Specific job functions may not be clear.
4. Promotes the development of specialists.
5. Promotes the development of generalists.
6. Improves the speed of communication among employees.
7. Quicker decision-making process improves the speed of change.
8. Adaptability may be hindered by bureaucracy.
9. Greater opportunities for promotion.
My notes
122 | Describe ambitions and aspirations • Unit 25 ©2018 Berlitz Languages, Inc.
LANGUAGE FOCUS
Idioms and expressions: What's your position in the organization?
1. 2. 3.
4. 5. 6.
a. the new kid on the block d. the low man on the totem pole
b. a cog in the machine e. a big fish in a small pond
c. working my way up the ladder f. on the (top) rung of the ladder
My notes
What are their ambitions?
Kevin Nadia Jim

career personal career personal career personal
Useful Expressions
Describing ambitions and aspirations

One day, I’d like to start my own business.
Some day, I hope to write a novel.
Sooner or later, I expect to become a partner in the firm.
Eventually, I plan to go back to school and earn a master’s degree.
For now, I’m happy learning everything I can about this business.
For the time being, I’m content to do the best job I can.
124 | Describe ambitions and aspirations • Unit 25 ©2018 Berlitz Languages, Inc.
PERFORMANCE
Some day ...
What are your ambitions and aspirations?

One day, .
Eventually, .
Sooner or later, .
For the time being, .
ONLINE PRACTICE
within this unit): Jonathan Greathead, Berlitz, Thomas ©2018 Berlitz Languages, Inc. All rights reserved.
Stefflbauer, Thomas Stefflbauer, Thomas Stefflbauer,
Thomas Stefflbauer, Thomas Stefflbauer, Thomas
Stefflbauer, Age Fotostock, Age Fotostock, Age Fotostock
UNIT 26
React to ideas, comments, and

suggestions
concern (= worry) to have an agenda (= Subjunctive after to suggest, to recommend, and

to count on bias) to propose (active and passive voice). For
debate example: I propose that Martin start right away.
to take initiative (take
the initiative UK) argument
Someone suggested the launch be moved up.
personality to defend to the death
to pull one’s weight dumb
WARM-UP
– I really liked the suggestion you made. We certainly

should consider using more environmentally
friendly materials. My only concern is that those
materials may be quite a bit more expensive than
what we use now.
– Actually, I’ve already started looking into that. I’ve
spoken with a couple of suppliers and done some
cost projections. If you’re free now, I can show
you.
My notes
126 | React to ideas, comments, and suggestions • Unit 26 ©2018 Berlitz Languages, Inc.
LISTENING 47
Are you a good team player?
Qualities of a good team player Speaker’s comments
GRAMMAR
I suggest we break now for ten minutes
We should have a breakfast meeting. → I suggest (that) we have a breakfast

meeting.
Harry’s the best man for team leader. → I recommend (that) Harry lead the
team.
The conference should be held in → Someone proposed (that) the
Rome. conference be held in Rome.
– Where do you suggest we go for lunch?

– I recommend we order in. We have a lot to do.

– I recommend we wrap up our discussion here.
– I agree. We need some time to think things over.

– Why did you propose the deadline be moved up?
– If it were moved up, we could launch well ahead of the peak season.

– Why did you recommend our contract not be renewed?
– Unfortunately, we’ve had too many complaints.
©2018 Berlitz Languages, Inc. React to ideas, comments, and suggestions • Unit 26 | 127
Tip! The subjunctive form is rarely used in British English.
How not to comment
That’s a dumb idea. It’ll never work. It’s impossible. We’re not ready for
that.
You can’t be It’s been done How can you say We can’t do it. It
serious! before. that?! isn’t practical.
Commenting using the LCS system
1. Say what you LIKE: What I like about your idea / suggestion is …
2. Say what your CONCERNS are: However, what concerns / worries me is …
3. Add your own SUGGESTIONS: But perhaps if we …

Office renovation team: A colleague has suggested the walls of the office be
painted red.
Work-life balance improvement team: A team member feels all employees (including
factory workers) should be allowed to work flextime.
Cost-cutting team: Someone has recommended all your company’s
stores be closed and that all sales take place online.
Health and safety team: A team member thinks the company should offer tai
chi classes every morning before work.
128 | React to ideas, comments, and suggestions • Unit 26 ©2018 Berlitz Languages, Inc.
PERFORMANCE
Time for a change!
With a partner, brainstorm one or two changes that you think should be made in your
company, city, or country. Then, team up with the rest of the group and share your ideas.
Together, discuss the suggestions that have been made. Use the LCS system to comment
and suggest alternatives.
ONLINE PRACTICE
©2018 Berlitz Languages, Inc. React to ideas, comments, and suggestions • Unit 26 | 129
UNIT 27
Delegate tasks
an extra pair of hands to keep … in the loop Expressions with to make and to do
a whiz (at) to remedy (extension)
to get someone on board to bounce around (ideas)
to follow (instructions) to timeline
the letter newbie
to proceed old hand
to give / get the go-ahead eager beaver
to be in / out of the loop
WARM-UP
– Jen, I think this project is getting too big for just

the two of us to handle. If we want to stay on track,
we’re going to need an extra pair of hands.
– I agree. Who do you have in mind?
– I’d like to get Dana involved—she’s a whiz at
analyzing large amounts of data.
– OK. I’ll have a talk with her and see if we can get
her on board.
My notes
130 | Delegate tasks • Unit 27 ©2018 Berlitz Languages, Inc.

READING
Tell me what you expect from me
1. You’ve been doing this a long time, and you 2. We’ve had a complaint from Aloy Industries –
have my full confidence. Please make a something about their last order. Please look
decision and take the appropriate next steps. into the situation and report back to me. Then
You don’t need to get back to me unless you we’ll discuss it, and I’ll decide what steps to
want to bounce around some ideas. You can let take to remedy the situation.
me know the results after I get back.
3. I have already analyzed the situation, studied all the options, and decided what steps to take next.
Please follow these instructions to the letter and let me know when you have finished.
4. We’ve been asked to come up with a timeline 5. Please take over the Anderson case – we
for the launch of our new Smartwatch. Could have to start at the beginning. Do the research,
you please get input from the design and make any needed decisions, and then tell me
production teams and contact three or four of what you did. I’m confident that you can handle
our vendors? Once you have all the data you the case, but just keep me in the loop.
need, outline the options and tell me what you
think we should propose. We’ll meet again and
if I agree, you’ll get the go-ahead to finalize the
timeline and present it to the management
team.
In which situation(s) does the delegator … 1 2 3 4 5

a. make all the decisions?
b. just give instructions?
c. want the employee to handle things more or less completely?
d. let the employee handle things, but remain involved in the

process?
©2018 Berlitz Languages, Inc. Delegate tasks • Unit 27 | 131

LISTENING 48
I need your help
1. Why has Ed delegated the interviews to Nell?
2. When will they take place?
3. What does Ed want Nell to do on Wednesday?
4. What shouldn’t Nell do?
5. How much trust and confidence did Ed have in Nell?
How to delegate successfully
1. Define the task: 3. Meet with the person or team:
• What needs to be done? • Explain the reasons for delegating the

task to that person / team.
• Why?
• State what needs to be done and the
• By what time or date? expected results.
• What skills, knowledge, experience,
• Agree on deadlines.
resources are needed?
• Agree on any conditions / limitations.
• Who is capable of taking on the task?
4. Inform others.
• Who is motivated to do it?
5. Monitor progress.
• How much trust and confidence do I
have in him / her / them?
6. Give feedback.
2. Select a person or team to do the

task and arrange a time to meet.
132 | Delegate tasks • Unit 27 ©2018 Berlitz Languages, Inc.

PERFORMANCE
While I'm away, …
You will be away at a conference next week and you need to delegate some of your regular
tasks to someone else in the office. Decide which tasks you can delegate and what kind of
delegation you will use. Then discuss the tasks and your expectations with the person you’ve
selected.
Word Power
Make or do?
a good job a recommendation a mistake

a prediction a presentation a proposal
a mess a survey (= conduct) an analysis
an assessment research homework
ONLINE PRACTICE
within this unit): Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
©2018 Berlitz Languages, Inc. Delegate tasks • Unit 27 | 133

UNIT 28
Discuss travel arrangements

the only way to go mode of transportation Stating preferences: to prefer + to, to prefer + -ing,
time-consuming (mode of transport UK) to prefer … to …, would rather. For example: I
variable on the road prefer to fly. I prefer flying to taking the train. I’d
to hang out
rather fly.
layover (stopover UK)
corporate rate to stick to (a budget)
absurd to come down to
to turn to to enter into the
equation
hassle
per diem
deciding factor
WARM-UP
– Have you made the plans for your trip yet, Henry?
– Not yet. I haven’t decided whether I want to leave
Sunday or early Monday morning.
– I think it would be better to leave on Sunday. That
will give you time to relax before the meeting.
My notes
134 | Discuss travel arrangements • Unit 28 ©2018 Berlitz Languages, Inc.

How do you make your travel arrangements?
Thomas Elena Jeffrey

Online Online Online
Travel agent Travel agent Travel agent
GRAMMAR
How do you prefer to travel?
I prefer to drive, if I can. Flying is just too big a hassle.

I prefer driving, because then I can pack whatever I want.
I prefer flying to taking the train. The train is too slow.
I’d rather take the train. It’s much more relaxing than driving.
How do you prefer to travel? What kind of accommodations do you prefer?
When would you prefer to leave? Where would you prefer to stay?
©2018 Berlitz Languages, Inc. Discuss travel arrangements • Unit 28 | 135

Tip! accommodations; traveling
accommodation; travelling
What are the deciding factors?
Travel Accommodations
Mode of transportation Type of accommodations
Ticket price Room rate
Convenience Rating
Travel time Location
Departure time Amenities
Tip! mode of transportation
mode of transport
My notes

The deciding factor for me is travel time. I like to spend as little time as possible on the road,
including the time it takes to get to and from airports and going through airport procedures.
Sometimes it actually ends up being quicker to take the train!
For us, the final decision almost always comes

There are times when cost doesn’t even enter
down to price. We have a limited budget and
into the equation. If I’ve got to be somewhere
we have to stick to it, even if it means hanging
fast because of an emergency, then I’m on the
out at an airport for a few hours to catch the
next flight out, no matter what it costs.
next flight.
My notes
©2018 Berlitz Languages, Inc. Discuss travel arrangements • Unit 28 | 137

PERFORMANCE
A team trip
Your team has been invited to participate in a three-day training with teams from several
other countries. The training will be held in the capital city of a neighboring country three
weeks from now. The training itself will be Wednesday through Friday, but you have the
option of staying over the weekend, as well.
As part of the team-building process, you have to plan your travel arrangements together. You
should decide when you will leave, how you will get there, and where you will stay. The budget
you have been given would cover an economy-class plane ticket and three nights at a fairly
nice (four-star) hotel for each of you (meals are covered by a separate per diem rate). You
must be back in time for work the following Monday morning.
ONLINE PRACTICE
within this unit): iStockphoto, Age Fotostock, Age Fotostock, ©2018 Berlitz Languages, Inc. All rights reserved.
Age Fotostock

UNIT 29
Comment on service delivery

eye-opening going places Passive with modals: Past form. For example: A
gripe (n., v.) pun refund could have been given. We might have
to bend over in a nutshell been given other options. We should have been
backwards
offered free snacks.
peso
cabin (crew) Pronunciation: been vs. being (extension)
stranded
fleet bumped
no-frills fee structure
to nickel-and-dime (to to specify
death) prompt (adj.)
wretched
to inspect
to (re)fuel
runway
WARM-UP
My notes
©2018 Berlitz Languages, Inc. Comment on service delivery • Unit 29 | 139

How do you rate their service?
Customer A ★★★★ Customer B ★☆☆☆

The cabin was pleasant; the seats were comfortable. I would rate this airline the worst I’ve ever flown. The
The food was wonderful—especially the desserts, aircraft was ancient, the staff rude. The food was
which were better than I’ve had in some restaurants. wretched. We had delays in both directions and an
When we got to Cancun and found that our baggage unscheduled refueling stop on the return. The letter of
had been delayed until the next morning, the staff was complaint I sent to their London office was ignored. It
very helpful—they gave us 750 pesos each so that we was the cheapest ticket. Obviously, you get what you
could buy anything we needed until the baggage was pay for.
delivered to our hotel. I was very impressed.
★★★★
Customer C ★ Customer D ★☆☆☆
I flew with them for the first time in December, and all I In a nutshell, this airline is no different from the no-frills
can say is that this airline is going places. Pun airlines. They nickel-and-dime you to death. You have
intended. The fleet is new and modern. The entire to pay extra for any checked baggage, food, drinks,
staff was wonderful—when I checked my bag, they and for choosing your seat ahead of time. And if you
noticed I had a middle seat and offered me an aisle want to pay with a credit card instead of a debit card,
seat instead, which I was grateful for. In the boarding they even charge you extra for that!
area, they had free tea, coffee and newspapers
available for all passengers. On board, the cabin crew
was pleasant and cheerful. I’d fly with them again.
Tip! The crew was cheerful.
The crew were cheerful.
My notes
140 | Comment on service delivery • Unit 29 ©2018 Berlitz Languages, Inc.

GRAMMAR
We should have been given a later flight
ACTIVE They should have made an announcement.

DIRECT PASSIVE → An announcement should have been made.
ACTIVE They should have told us about the delay.

DIRECT PASSIVE → We should have been told about the delay.
ACTIVE They shouldn’t have offered her a middle seat.

DIRECT PASSIVE → A middle seat shouldn’t have been offered to her.
INDIRECT PASSIVE → She shouldn’t have been offered a middle seat.
1. They bumped us from the flight.

→ .
2. They ignored his complaint letter.

→ .
3. They didn’t transfer our luggage.

→ .
4. They didn’t give me an upgrade.

→ .
5. They didn’t serve us any meals on the flight.

→ .
6. They didn’t offer the stranded passengers accommodations.

→ .
My notes

What's important to you?
ACE AIR Customer Survey

As an airline customer, what do you value most?
user-friendly online booking quality snacks / meals
easy-to-understand fee structure high-quality in-flight entertainment
frequent departures efficient baggage handling
on-time service prompt attention to problems
nonstop flights other (please specify):
safety / security
friendly, courteous employees

PERFORMANCE
How was the flight?
You are on a business trip and have just arrived

at your destination airport. One of the business
partners you will be meeting with during the
week is picking you up at the airport.

Tell him / her about your flight.
142 | Comment on service delivery • Unit 29 ©2018 Berlitz Languages, Inc.

Word Power 52
Pronunciation: been or being?
1. The room’s cleaned. 5. John’s picked up at the airport.

2. Your bag’s inspected. 6. Selena’s upgraded to business class.
3. The flight’s canceled. 7. The plane’s held on the runway.
4. My passport’s checked. 8. The meal’s served.
ONLINE PRACTICE
within this unit): Berlitz, Berlitz, Berlitz, Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 30
Review
OBJECTIVES LADDER
Now you can …
Comment on service delivery
Discuss travel arrangements
Delegate tasks
React to ideas, comments, and suggestions
Describe ambitions and aspirations
Describe management styles
Discuss time management strategies
Describe reactions to stress
Present ideas for promoting safety at work

PRACTICE
GOAL 21
He told them (not) to leave the windows open

1. The fire marshal ordered us a. to watch where she was going.
2. Tim’s doctor urged him b. not to sit in front of the computer for
hours and hours.
3. I warned Melinda c. not to use the faulty equipment.
4. The repairman instructed us d. to get more rest.
5. My optometrist advised me e. to leave the building.
GOAL 22
feel (like), sound (like), …

1. When we heard the news, we celebrating.
a. felt b. felt like
2. Anna, you upset. What’s happened?

a. sound b. sound like
3. Jeff he’s heard good news. Did he get the promotion?

a. looks b. looks like
4. You very pleased with yourself!

a. seem b. seem like
5. You awful! Perhaps you should go home.

a. look b. look like

GOAL 23
Have something done vs. have someone do something
1. I don’t prepare my tax returns. My accountant does.

→ I have .
2. We’re not organizing the event ourselves. A professional will do it.
→ We’re getting .
3. Sandra didn’t wash her car. Her son did.
→ She got .
4. Someone will fix the copier on Friday.
→ We will get .
5. I didn’t deliver the documents myself.
→ I had .
GOAL 24
You could be more helpful!

1. Paul never gives us any help or a. He’s not too polite, is he?
advice.
2. That was a really dumb thing to do. b. Well, let’s say it’s not the smartest
thing you’ve done.
3. That has to be the rudest waiter I’ve c. I agree. He’s not as supportive as he
ever met! should be.
4. Josh’s decisions don’t make any d. You’re right. Sometimes his ideas
sense. don’t seem very rational.
My notes

GOAL 25
Idioms and expressions related to work roles

1. I only just started working at the company this week.
I’m .
2. George thinks he’s important because he’s the branch director.
Actually, he’s just .
3. Paula’s
quickly. She’s been promoted twice in the last year.
4. Carl gets all the unpleasant assignments because he’s the .
5. We have no say in what happens around here.
We’re just .
moving up the ladder the new kid on the block low man on the totem pole
cogs in the machine a big fish in a small pond
GOAL 26
What do you suggest we do?
1. We should take a break

→ I suggest .
2. I told Dave he should speak to a lawyer.
→ I recommended Dave .
3. The meeting should be postponed.
→ Someone proposed that .
4. You should go to the new Indian restaurant. It’s great!
→ Emily recommended we .
5. Patricia should be made team leader.
→ Patricia’s supervisor proposed Patricia .

GOAL 27
Make or do?
1. You a great job on the Hansen project last month.

Congratulations!
2. Do you enjoy deals?
3. Prof. Richards a lot of research on organizational

behavior.
4. If you a mistake, don’t worry about it. We can

probably undo it.
5. Who that huge mess in the kitchen?
6. Before you visit a new client, you need to your

homework.
GOAL 28 53
Travel survey
– We’re conducting a survey on travel (1) . Would you mind answering a few questions?
– Not at all.
– Great, thank you. So, the first question is: When traveling, do you (2) early or late?
– I (3) as early as possible.
– And (4) : in a hotel, a motel, or a B&B?
– I would (5) at a B&B.
– And do you (6) a train?
– Yes, I do.
– And my last question: (7) on the plane, window or the aisle seats?
– Nowadays, I (8) window seats.
– Thank you very much for your time.
– My pleasure.

GOAL 29
They shouldn't have done that!
1. They should have served us a snack.

→ We .
2. They shouldn’t have overbooked the hotel.
→ The hotel .
3. They could have put your luggage on the wrong flight.
→ Your luggage .
4. They may have canceled the tour.
→ The tour .
5. They should have given a refund to everyone.
→ Everyone .
YOUR TURN!
GOAL 21
Health and safety at work
You are on the safety committee at your workplace. Today you will meet with the rest of the
committee to discuss upgrading safety measures. You’ve been asked to consider which of
the items below would be the most beneficial and why. Be ready to support your suggestions
with reasons and / or examples.

safety mirrors cable / cord covers fire extinguishers
ergonomic workstations appropriate lighting hand-sanitizer dispensers
nonslip flooring emergency procedures increased safety training
My notes

GOAL 22
How do you react to stress?
Think about a time when you were under a lot of stress.

– How did you feel?
– Did you have any of the symptoms of stress?
– How did you handle the stress?
– What helped you the most?

With your partner, discuss your reactions to stress. Put together a list of tips for dealing with
stressful situations. Then share your list with the rest of the class.
GOAL 23
Time management
Role A
Between home life and work, you always have a lot to do. In fact, you can’t even remember
the last time you had time for yourself. You feel stressed and tired all the time. If you don’t
find a way to manage your time better soon, you are going to end up in the hospital! A
colleague of yours always seems to be able to finish his / her work and have extra time.

Ask your colleague for some suggestions or advice.
Role B
A colleague of yours is looking stressed and tired all the time. You are sure your colleague is
trying to do too much, and would benefit from managing his / her time better. You’ve always
been very good at this—you believe the key is not to work harder, but to work smarter. When
you see your colleague, give him / her some advice on time management.

GOAL 24
Management styles
Complete the short survey below and add one more item of your own.

Agree Disagree
1. A manager should know staff jobs inside and out.
2. A manager should pitch in when needed.
3. A manager should be friendly.
4. A manager should involve staff in decision-making.
5. A manager should give lots of instruction / direction.
6.

Ask your partner what he / she thinks a manager should do. Compare and discuss your
answers.
GOAL 25
Ambitions and aspirations
Role A
You have been at your job for a year now, and today you will be meeting with the career path
advisor at your workplace to discuss where you would like to go in the company. You know
you will be asked about your short- and long-term ambitions and aspirations. Before you go
to your meeting, consider the following questions:
1. What would you like to do eventually?
2. What do you see as your next step?
3. What are you content to do for the time being?

Role B
You are a career path advisor at your workplace. Today you will be meeting with an
employee who has been with the company for a year. You have asked the employee to think
about the questions below before your meeting. Add two more questions you would like to
ask.
1. What would you like to do eventually?
2. What do you see as your next step?
3. What are you content to do for the time being?
4.
5.
GOAL 26
What do you think about this?
Your team leader has asked everyone on the team to consider the following ideas for team-
building activities. You will be meeting today to discuss these ideas. Before then, rank the
items from most to least preferred and add one more suggestion of your own.

Ranking
1. Camping weekend (just your team)
2. Sports Day (competing against other teams)
3. City Clean-up (sponsored by the city every Earth Day)
4. Team-building Training (conducted by an external company)
5.

Go to your meeting and say what you think the team should do. Be sure to give reasons for
your opinion.

Participate actively in the meeting by reacting to the other team members’ ideas and
suggestions.

GOAL 27
Delegating
Write down four or five tasks you need to complete this week.

Now, you suddenly have to go out of town (e.g., family reason). You will need to delegate
some of the tasks on your list. There is a colleague in your department who is an old hand at
doing many of the tasks you do, but you cannot ask your colleague to do all of your tasks
since he / she has her own work to do. The other people in your department are all either
newbies or eager beavers.

Ask your colleague to help you decide who to delegate your tasks to.
My notes

GOAL 28
Travel arrangements
Role A
Your company has approved your request to attend a professional conference in London
next weekend. The conference will last three days (Friday morning to Sunday lunchtime).
You will need to make your travel arrangements through Sun Time Travel, an agency your
company has a contract with. There is enough money in your expense allowance for either a
business class ticket or a four-star hotel, but not both. Before you speak to the travel agent,
jot down your preferences in terms of:

Flights (direct or connecting):
Flight dates:
Flight departure times:
Accommodations:
Other (specify):
When you’ve decided what you’d prefer, call the travel agency.
Role B
You are a travel agent at Sun Time Travel. You specialize in arranging business trips for your
corporate clients, which tend to be last-minute.

At the moment you have no economy seats available on flights to London next Thursday,
although you do have free seats available Wednesday at 11:00 p.m. (a connecting flight) and
Friday at 4:00 a.m. (direct flight). The only seats available on Thursday are for business and
first class seats for a 2:00 p.m. flight (direct).

Accommodations in London are almost fully booked for the next two weeks. Available are a
deluxe room at a five-star hotel, and some small (but charming) rooms at B&Bs, and rooms
at a motel near the airport.

Your phone is ringing. Answer it.

GOAL 29
How was the service?
Role A
You have just returned from a professional conference in London. Tell a colleague about
your trip.
Role B
A colleague of yours has just returned from trip to London where he / she attended a
professional conference. Find out how the trip went. Ask your colleague about the flight, the
accommodations, the conference, and so on.


UNIT 31
Describe the service-profit chain

related (sales) chain Adjectives followed by the subjunctive. For

repeat customer link example: It’s urgent (that) we meet today.
(customer) retention advisable
to retain imperative
to influence mandatory
to stimulate acquisition
WARM-UP
Retention: maintaining a relationship with a customer

provides a steady source of revenue over time as the
customer continues to buy products / services.
Related sales: selling new or other products or

services to existing customers is another great source
of revenue.
Referrals: a satisfied customer who recommends

products or services to other people is the most
powerful marketing a company can ask for … and it’s
free!

What is the service-profit chain?
The service-profit chain is a term that describes the relationships between employee satisfaction,
customer loyalty, and a company’s profitability. Understanding the service-profit chain can help a
company develop strategies for building lasting competitive advantage.
156 | Describe the service-profit chain • Unit 31 ©2018 Berlitz Languages, Inc.
• direct result of • largely influenced by • resulting from • stimulated by • created by

GRAMMAR
It is imperative we provide our employees with the support they need
To increase sales, we must improve our customer service. It’s essential.

→ To increase sales, it’s essential (that) we improve our customer service.
I spoke with the people at the factory. It was important.

→ It was important (that) I speak with the people at the factory.
Employee surveys should be conducted regularly. It is recommended.

→ It is recommended that employee surveys be conducted regularly.
Tip! Other adjectives followed by the subjunctive:

critical desirable
imperative preferable
mandatory requested
necessary suggested
required crucial
urgent advisable
©2018 Berlitz Languages, Inc. Describe the service-profit chain • Unit 31 | 157
READING
Did you know …?

• Repeat customers spend a third more than new
customers.
• Increasing customer retention by 10% can increase

revenues by 30%.
• 80% of revenues are generated by just 20% of a

company’s customers.
• The majority of most marketing budgets is spent on

customer acquisition.
• It costs 5 to 7 times more to acquire new customers than to retain old ones.
• Over two-thirds of customers stop doing business with companies because of customer
service issues.
PERFORMANCE
Strengthening the links
Your organization has decided to assess its own service-profit chain.

What recommendations could you make concerning the following aspects:

Internal service quality:
Employee satisfaction and retention:
Employees productivity:
External service value:
Customer satisfaction:
Customer loyalty:
CONSOLIDATE & APPLY
Training and Development Director

You are the training and development director at a large financial services firm. The CEO of
your company has decided that employee performance and productivity must be improved
in order for the company to remain profitable and continue to grow. You have done some
research on how customer service affects customer satisfaction as well as how customer
retention stimulates profits and growth.

You have invited a guest speaker to visit your company and deliver a two-day training
seminar for all employees who deal directly with clients. This presenter has been highly
recommended by several other HR managers you know.

You and the speaker have arranged a final telephone meeting to confirm the issues that will
be addressed during the seminar. Be sure to clarify your priorities during the conversation.

Your assistant has just notified you that the guest speaker is on the line. Answer the call.
My notes
©2018 Berlitz Languages, Inc. Describe the service-profit chain • Unit 31 | 159
Guest Speaker
You are an expert in the area of the service-profit chain. You have written several articles in
leading business magazines on the subject, and have made many visits to companies to
deliver training seminars. Typically, you focus on frontline service employees, but you often
find that you need to spend time with senior management, as well. One of the most common
mistakes made by senior management is to focus entirely on customer satisfaction,
customer retention, and profits, while ignoring issues related to employee satisfaction,
employee retention, productivity, and internal support services. However, if employees do
not feel motivated, supported, and productive in their work a company will find it difficult to
retain customers.

You are scheduled to conduct a two-day seminar at a large financial services firm next
week. You have arranged a final telephone meeting with the firm’s training and development
director to confirm the issues that will be covered during the seminar. Go over all the items
you plan to discuss during your training session. Be prepared to explain your priorities and
say why they are important items to address.

It’s time for your phone meeting. Call the director.
ONLINE PRACTICE
within this unit): Berlitz, Berlitz, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
UNIT 32
Discuss how to build customer

loyalty
timely (car) service (= Future progressive (review) (extension). For

personal service maintenance) example: You can rest assured that we will be
partnership courtesy (car) shopping at Pendleton’s in the future.
value for money green (= environmentally
extras friendly)
royalty trend
to meet expectations passive
to delight true
to take care of (= deal loyalty
with, resolve) to burn down
to ensure essentials
rest assured
WARM-UP

– Aren’t all satisfied customers loyal?
– Actually, no. Only extremely satisfied ones become
loyal to a company. The market is so competitive
nowadays a company has to perform better and
better to retain customers. “Satisfied” just isn’t
good enough anymore.
©2018 Berlitz Languages, Inc. Discuss how to build customer loyalty • Unit 32 | 161
It’s no longer good enough to be good!
If the customer is king, as the saying goes, good service is surely not enough. Royalty demands
exceptional service. Many companies agree and have begun to look for ways to go beyond simply
meeting a customer’s expectations—they’re seeking to delight customers.
Welcome back, Ms. Peters.

How may I help you? Did you find everything you needed?
It’s nice to see you again.
No problem. I’ll take care of Let me help you with Let me confirm your order and
that right away. that. contact information.
I’ll be calling you on Monday to

Thank you for your
Would you care for ensure everything is OK with your
order. We appreciate
something to drink? order and to answer any other
your business.
questions you have

LISTENING 54 • 55 • 56 • 57
What kind of loyalty?
Frank: a. Incentive loyalty

James: b. Trend loyalty
Grace: c. Passive loyalty
Lisa: d. True loyalty
162 | Discuss how to build customer loyalty • Unit 32 ©2018 Berlitz Languages, Inc.
READING
Exceptional service in action
FR [email protected]
TO [email protected]
SUBJECT Kudos to your staff
Dear Mr. Pendleton:

Two weeks ago, my house burned down to the ground. My husband and I lost everything—literally
everything. I decided to go to Pendleton’s Department Store to get some essentials, just to help us
get by. I explained the situation to the salesperson, who was extremely helpful. She took me patiently
from department to department and even made suggestions about other items we might need.

But the real surprise came when I was getting ready to pay. The salesperson asked me to wait a
moment while she asked her supervisor a question. When she returned, she told me that the store
was going to wrap and deliver all my purchases for free!

This may not have cost the store a fortune, but it meant a lot to my family and me. You can be rest
assured that we will be shopping at Pendleton’s in the future. Thanks again to you and your staff.

Sincerely,

Emily Rodriguez
My notes
©2018 Berlitz Languages, Inc. Discuss how to build customer loyalty • Unit 32 | 163
PERFORMANCE
Delighting our customers
With your partner(s), brainstorm

• actions you / your company can implement
• ways to turn incentive loyalty, trend loyalty, and passive loyalty into true loyalty.
ONLINE PRACTICE
within this unit): Berlitz, Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.
164 | Discuss how to build customer loyalty • Unit 32 ©2018 Berlitz Languages, Inc.
UNIT 33
Talk about what annoys or frustrates

you
bother (n., v.) Time expressions in reported speech. For example: George told me he
to not bother to do had met our new boss the day before. I told him I’d met her that night.
to work like a dog Expressions to describe frustration and annoyance (extension). For
to find something (annoying) example: It drives me up the wall. It made me hopping mad. She was
fuming. He looked like he was going to blow a gasket.
distribution list
relevant
For goodness’ sake!
overly (long)
to cc
pet peeve
WARM-UP
– I can’t believe it!

– What’s wrong, Sarah?
– The insurance company’s sent me this form to fill
out again! I’ve already sent it in once!
– Is it from the same person?
– No. And that’s what’s so frustrating. Don’t they
bother to check first before they send this stuff
out??
– Hey, calm down. All you have to do is resend the
form or forward the email you sent earlier.
– I know, and I’m sorry. It’s just that this is not the
first time something like this has happened.
©2018 Berlitz Languages, Inc. Talk about what annoys or frustrates you • Unit 33 | 165
What do they find annoying?
Donna George Kay
Pet peeves: Email
cc’ing everyone overly long emails email when a call is emails with one-
more appropriate word responses
uninformative responding to not responding to no subject lines

subject lines everyone email
1. What I find annoying is when

2. What really frustrates me is when
3. What I really hate is when
166 | Talk about what annoys or frustrates you • Unit 33 ©2018 Berlitz Languages, Inc.
GRAMMAR
Time expressions in reported speech
Paul said, “I will send it today.” → He said he would send it that day.
Sandra asked, “Will you finish by this → She asked if we would finish by that Friday.
Friday?”
Mary said, “I tried to reach him yesterday.” → She said she’d tried to reach him the day
before.
Victor asked, “Were you here last year?” → He asked if they had been there the year
before.
He asked, “What are you doing a month → He asked what I was doing a month from
from now?” then.
DIRECT SPEECH REPORTED SPEECH
now then
today that day
→
tonight that night
this morning that morning
yesterday the day before

the day before yesterday two days before
→
last week the week before
two years ago two years before
tomorrow the next / following day

the day after tomorrow two days later
→
next week the next / following week
a month from now a month from then
Your turn!
1. When I called the company last week, they told me: “We will send the order tomorrow.”
→
2. When I asked Jane where she had been, she said: “I tried to call you this morning.”
→
3. In his email, Keith asked me: “Will the new policy go into effect a month from now?”
→
4. Paula told her boss: “I gave my expense report to you the day before yesterday.”
→
PERFORMANCE
I can't believe it!
Think of a situation that you found particularly annoying or frustrating.
What was the situation?

What bothered you? Why?
Who was involved?
What did you do?
Be ready to describe what happened.
My notes
168 | Talk about what annoys or frustrates you • Unit 33 ©2018 Berlitz Languages, Inc.
Word Power
Expressions to describe frustration and annoyance

That really gets my goat!
It drives me nuts / up the wall / crazy / insane.
It makes me crazy / me hopping mad / me see red / my blood boil.
I am steamed (steaming UK) / fuming / so mad / seething.
I blew a gasket / my top.
ONLINE PRACTICE
within this unit): Getty Images, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
UNIT 34
Communicate efficiently by email

correspondence attachment Replacing phrases with verbs, adjectives, and

typical(ly) attached possessives. For example: to come to an
notification enclosure agreement → to agree; products of high quality
→ high-quality products; the needs of our clients
to notify package → our clients’ needs.
What’s your point? to base
accessory conflict
catalog (catalogue UK) to foresee
to register as (= because)
to attach head (of a department)
WARM-UP

What is the purpose of business correspondence?
Why do people write to you?
What is the purpose of the emails you typically send?
My notes
170 | Communicate efficiently by email • Unit 34 ©2018 Berlitz Languages, Inc.

Why are they writing?
Marina, John, Larry, and Mike,

I’m afraid the stress-management seminar I’d like to confirm the time of next Friday’s
you registered for has been postponed. I conference call. Below is the proposed
will send the new date later this week. agenda.
Dear Mr. Hall, Dear Ms. Nelson:

I’m glad you enjoyed my presentation last Enclosed is our current catalog and price
week. Attached are the slides and list for smartphone and tablet accessories.
handouts I used.
Your turn!
Dear Customer,

Unfortunately, the item you ordered is out
of stock. We have requested a rush
shipment from our supplier. As soon as it
arrives, we will fill your order.
©2018 Berlitz Languages, Inc. Communicate efficiently by email • Unit 34 | 171

Tip! Attachment(s) = Att.
Enclosure(s) = Enc.
Useful Expressions
Main message openers

Making requests Providing information
We’re interested in … Here are the files you asked for …
I would be grateful if you could … Here is the information you wanted on …

We would appreciate it if you could … Attached is the information you
requested concerning …

Getting confirmation Following up
I am writing to confirm … It was a pleasure speaking with you …

Please let me know if you … I was delighted to see / hear / learn …
Just checking to see if you received … I would like to follow up on our talk …
My notes

Your turn!
1. find the time to meet with me a. Here is the information you wanted
next week. about
2. send us the required forms as b. Attached is the information you

soon as possible. requested concerning
3. our delivery terms and c. Please let me know if you

conditions.
4. next year’s proposed tax d. I would be grateful if you could

changes.
5. the package I sent you last week. e. I would like to follow up on our
discussion
6. will be attending the conference f. It was a pleasure speaking with you

in September.
7. about the plans for the Florida g. Just checking to see if you received
office.
8. at the conference last month. h. We would appreciate it if you could
GRAMMAR
Avoid being wordy
SINGLE-WORD VERBS INSTEAD OF PHRASES
We have reached an agreement on the terms. → We agree on the terms.

Please send your response by the end of the week. → Please respond by Friday.
Can we arrange a meeting for tomorrow? → Can we meet tomorrow?

ADJECTIVES / POSSESSIVES INSTEAD OF PHRASES
We provide products of the highest quality. → We provide high-quality products.

The company offers bonuses based on → The company offers performance-
performance. based bonuses.
We work hard to meet the needs of our → We work hard to meet our clients’
clients. needs.
I’d like to go over the plans for next year. → I’d like to go over next year’s plans.

PERFORMANCE
Create your own message
Choose a situation (or create your own). Draft the opening and the main part of the email.
1. Several weeks ago, you and a colleague arranged to meet next Thursday at 3:00. Is the
appointment time still OK, or does your colleague need to reschedule?
2. The Newport project should have begun in January, but as several critical pieces of
information are missing, it won’t begin until February. You want to inform your project
team about this and send them a revised timetable. Do they foresee any conflicts with
their other projects?
3. You recently conducted an employee satisfaction survey. You would like to share and
discuss the results with the head of HR. When will she be available to meet with you?
4.
My notes

FR
TO
SUBJECT
ONLINE PRACTICE
within this unit): Berlitz, iStockphoto ©2018 Berlitz Languages, Inc. All rights reserved.

UNIT 35
Ask for and offer assistance

typo to proof Pointing out errors

punctuation stationary Homonyms
to capitalize (= use capital stationery
letters) to give something the once
capitalization over
grammar
WARM-UP
– Susan, do you think you could look at this for me

before I send it out?
– Sure, Ronald. Hmm, it looks all right to me, but you
might want to correct these typos, here and here.
– I didn’t even notice those! Thanks for your help!
My notes
176 | Ask for and offer assistance • Unit 35 ©2018 Berlitz Languages, Inc.
READING
Are there any mistakes in this?
Dear Mr. Bellamy!

thank you for sending the broshure we requested. We are interested in knowing more
about you’re seminar services. Particularly the course called dynamic sales. We are
looking for a tow-day seminar for our regional Sales Directors, and that one sounds as
if, it might be appropriate.
I would be pleased to meet with you at 10:00 a.m. on September 5, here at our offices in
Canyon street. At that time, we can discuss the programs in more detail, the costs and
possible dates.
If that time is not suitable, please contact me to arrange a more comfortable time. I’am
looking forward to seeing you.
Best wishes,
Paul Tan
Proofed letter
Dear Mr. Bellamy,

Thank you for sending the brochure we requested. We are interested in knowing more
about your seminar services, particularly the course called Dynamic Sales. We are
looking for a two-day seminar for our regional sales directors, and that one sounds as if
it might be appropriate.
I would be pleased to meet with you at 10 a.m. on September 5, here at our offices on
Canyon Street. At that time, we can discuss the programs, the costs, and possible dates
in more detail.
If that time is not suitable, please contact me to arrange a more convenient time. I’m
Sincerely,
Paul Tan
My notes
©2018 Berlitz Languages, Inc. Ask for and offer assistance • Unit 35 | 177
Proofed letter
Dear Mr Bellamy,
Thank you for sending the brochure we requested. We are interested in knowing more
about your seminar services, particularly the course called Dynamic Sales. We are
looking for a two-day seminar for our regional sales directors, and that one sounds as if
it might be appropriate.
I would be pleased to meet with you at 10 a.m. on 5 September, here at our offices in
Canyon Street. At that time, we can discuss the programs, the costs, and possible dates
in more detail.
If that time is not suitable, please contact me to arrange a more convenient time. I’m
Sincerely,
Paul Tan
Gently does it! Pointing out errors
– I think this might be a typo.

– You may want to check the spelling on this.
– You should probably end this letter with “Sincerely,” rather than “Best wishes.”
– We usually use a comma here instead of an exclamation point.
– It doesn’t look very professional if the first letter in the sentence isn’t capitalized. (double negative)
– Perhaps “convenient” would be a more appropriate word here?
– The word order here is not quite right.
Tip! . period (full stop UK) , comma

’ apostrophe ! exclamation point / mark
- hyphen – dash
: colon ; semi-colon
…ellipsis mark ? question mark
* asterisk ( )parentheses
“ ” quotation marks (inverted commas UK)
LANGUAGE FOCUS
But I did use the spell-checker!
Homonyms are words that sound the same but are spelled differently and have different
meanings. Here are some examples.
ate – eight hear – here read – red to – too – two

break – brake its – it’s right – write – rite weak – week
bare – bear know – no sight – site – cite who’s – whose
fair – fare our – hour son – sun would – wood
for – four read – reed there – their – they’re your – you’re
The site I looked at didn’t cite any references. Do you think the fare they charged was fair?
John felt weak after being sick for a week. I didn’t catch that. Who’s taking whose place?
Can you give me a hand?
– Would you mind proofreading this for me? – Can you help me with the letter I’m working on?
– Not at all. – I’m a little busy right now. Can it wait?
– Could you give this the once-over for me? – If you want, I’ll give you a hand with that.
– Sure. Let me just finish what I’m doing first. – Thanks for offering, but I think I can manage.
– Would you like me to look that over for you? – Do you need any help with that?
– That would be much appreciated. Thanks. – No, I’ve got it. But thanks for asking.
You are Mr. Bellamy’s personal assistant. Draft a short letter to Mr. Tan. In your letter,
• confirm the meeting time or request a different one (asking whether it’s OK or not)
• inform Mr. Tan of a new seminar (Managing Sales Success)
Then ask a coworker to proofread your letter for you.
©2018 Berlitz Languages, Inc. Ask for and offer assistance • Unit 35 | 179
PERFORMANCE
Asking for assistance
1a 1b
Offer to help a colleague with a report she's Politely refuse your colleague's offer.
working on.
2a 2b
Request assistance with a presentation you Politely mention that you're busy but that
are preparing. you can help later.
3a 3b
Ask a coworker to check a letter you've Agree to help.
written to an important client.
ONLINE PRACTICE
within this unit): Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
UNIT 36
Explain the performance appraisal

process
self-assessment accuracy Expressions with matter. For example: Jerry’s

to appraise thorough(ness) performance is a matter for concern. As a matter
appraisal to undertake of fact, his sales are down 50%. And as you know,
sales are what matters most.
direct report sound (= good)
Word families: the suffix -ive (extension)
new hire concise(ly)
aligned to cooperate (co-
alignment operate UK)
to terminate cooperation (co-
termination operation UK)
aspect dependable
neat(ness) initiative
accurate judgment
productivity
WARM-UP
– How do you do performance appraisals at your

company?
– We begin by asking our direct reports to do a self-
assessment, and then, after we receive those back,
we schedule a meeting.
– So, do managers appraise employees’ performance
before or after they receive the self-assessments?
– The majority of us do it before …
©2018 Berlitz Languages, Inc. Explain the performance appraisal process • Unit 36 | 181
Why do performance appraisals?
Typical goals of a performance appraisal are

• to provide feedback and direction to employees in order to maintain or improve individual and

organizational performance
• to identify employees’ training and development needs, and to plan for career growth
• to support alignment of employee and organizational goals and expectations
• to maximize employee job satisfaction and performance by creating a positive work environment

built on trust, support, and open communication between employees and their supervisors
• to create documentation and formal records needed to make human resource decisions

concerning compensation, promotion, retention, or termination
Tip! performance appraisal = performance assessment = performance evaluation

= performance review
LANGUAGE FOCUS
How much do they matter?
When learning a new skill, practice is what matters most.

Work quality is an important matter for us.
We will be assessed. It’s only a matter of time.
No matter how uncomfortable appraisals are, they must be done.
Her lack of organization and planning is a matter for concern.
– Have you spoken to Tom recently?

– Yes. As a matter of fact, I had a meeting with him this morning.
– You look upset. Is something the matter?

– Oh, it’s nothing too serious—just some disappointing reviews for two of our new hires.
182 | Explain the performance appraisal process • Unit 36 ©2018 Berlitz Languages, Inc.
What is assessed?
Communication Skills Initiative Planning / Organization
Cooperation Job Knowledge Quality of Work
Dependability Judgment Productivity
1. : understanding of every aspect relevant to the job

2. : volume of work performed and assignments completed
3. : performance of work in terms of neatness, accuracy, and thoroughness
4. : ability to work with coworkers and supervisor
5. : ability to act on one’s own to undertake and complete needed work
6. : ability to anticipate and prioritize tasks; to manage time effectively
7. : ability to analyze situations and make sound decisions
8. : ability to follow through on assignments
9. : ability to present information and ideas clearly and concisely to others
My notes
©2018 Berlitz Languages, Inc. Explain the performance appraisal process • Unit 36 | 183
PERFORMANCE
Appraisals
A coworker who joined your company just over a year ago will be having his first performance
appraisal. His job is very similar to yours, and you have the same supervisor.
Tell him about the assessment process and what will be evaluated.
ONLINE PRACTICE
184 | Explain the performance appraisal process • Unit 36 ©2018 Berlitz Languages, Inc.
UNIT 37
Assess (your) performance

needs improvement passionate pretty, fairly, quite, and rather + adjective /

unacceptable impressive adverb. For example: The presentation went fairly
not applicable (N/A) incredibly well. The client was quite enthusiastic about the
product. I’m pretty sure we made the sale.
consistently (hyper)critical
Pronunciation: stressing pretty, fairly,
attendance interpersonal skills and quite vs. stressing the adjective /
absent inconsistent adverb (extension)
absence to excel at
to rely on to do better
to know … inside (and) positive
out
WARM-UP
– Are you ready for your performance review, Lynn?

– Not quite. I’m still working on my self-assessment.
– We’re not required to do that, are we?
– No, but I find it helps me prepare.
– And what do you do exactly?
– Well, I go over what I’ve done, how that
demonstrates my strengths – or what areas I
could use support in. And from there, I set some
goals for myself.
My notes
©2018 Berlitz Languages, Inc. Assess (your) performance • Unit 37 | 185

Rating scale
4 Exceptional consistently exceeds standards / expectations

3 Good exceeds standards / expectations at least 50% of the time
2 Standard consistently meets standards / expectations
1 Needs improvement does not meet standards / expectations at least 50% of the time
0 Unacceptable does not meet standards / expectations
N/A Not applicable Employee has not been in the position long enough for assessment
or the assessment item is not relevant to the employee’s position.

How do you rate their performance?
Criteria John Dana Colleen
Communication Skills
Cooperation
Dependability
Initiative
Job Knowledge
Judgment
Planning / Organization
Productivity
Work Quality
186 | Assess (your) performance • Unit 37 ©2018 Berlitz Languages, Inc.

GRAMMAR
Leon’s job knowledge has improved quite dramatically
pretty pretty
fairly good. fairly well.
Jane’s work is Adam communicates
quite poor. quite poorly.
rather rather
– How did your appraisal go? – What do you think of Darla’s performance?
– I think it went fairly well. – Pretty inconsistent … but she’s new. Give her time.
– Look at all these spelling mistakes! – Richard’s working out well, isn’t he?
– Yes. Andy’s writing is rather poor. – Yes. He’s quite enthusiastic about his new position.
What are your strengths and weaknesses?
EXCEPTIONAL NEEDS IMPROVEMENT

One of the things you excel at is … One thing I feel you could do better in is …
You are truly outstanding at … Something I would like you to work on is …
The work you did on … was exceptional. An area I think you should focus on is …
If there’s one thing I excel at, it’s training. The results of the new program I implemented this year
have been outstanding. The feedback from the staff has been very positive.
An area I would like more support in is time management. In my new position, I’m still finding it
difficult to complete all my duties and have time to meet with my staff on a regular basis. For me,
this is necessary in order to maintain a positive atmosphere in the department.
©2018 Berlitz Languages, Inc. Assess (your) performance • Unit 37 | 187

PERFORMANCE
Self-assessment
Think about your work over the last 3–6 months.

How well have you met the performance criteria for your job?
• Make a list of some of the tasks, project work, or other achievements that you feel
demonstrate your strengths.
• Think also about some of the things that did not go so well. What kinds of training or
support would help you do a better job the next time around?
• Look over your list and set one or two goals for yourself for the next year.

ONLINE PRACTICE
within this unit): iStockphoto ©2018 Berlitz Languages, Inc. All rights reserved.
188 | Assess (your) performance • Unit 37 ©2018 Berlitz Languages, Inc.

UNIT 38
Give an employee a warning

corrective action breach Uses of had better (not). For example:

to suspend public display of affection You’d better not do that again.
suspension to let something slip out Expressions for fired (extension)
to demote delicate Uses of not even. (extension) For example:
demotion fond (of) Twenty dollars? I don’t even have a dollar!
to dismiss early days
dismissal regarding
verbal (warning) otherwise
counseling (counselling not even
UK) suitable
to heed suitability
to undermine distant
confidential abrupt
WARM-UP
suspension: written warning: training / counseling:
dismissal: verbal warning: demotion:
other corrective action(s):
©2018 Berlitz Languages, Inc. Give an employee a warning • Unit 38 | 189

What did they do?
Jane Richard Cindy and Tom

Verbal warning Verbal warning Verbal warning
Written warning Written warning Written warning
GRAMMAR
Jane had better heed Kathy’s warning
They were strongly advised to → They had better increase production.

increase production.
I strongly advise you not to wait → You had better not wait until the last minute.
until the last minute.
We must be going soon. → We had better be going soon.
190 | Give an employee a warning • Unit 38 ©2018 Berlitz Languages, Inc.

1. You really need to turn things around.
→
2. You mustn’t do that again.

→
3. I strongly recommend you speak to Beth.

→
4. I advise you to keep working.

→
5. I hope you’re not using office equipment for that.

→
6. You must start taking your job seriously.

→
READING
A warning letter
1. regarding / regards 3. quota / quote 5. input / output

2. produce / product 4. assure / ensure 6. Otherwise / Unless
SUBJECT Production levels
This will confirm our telephone conversation yesterday (1) the production levels at the
Baltimore plant. The latest figures, for the period February 1-14, indicate that production continues to
fall significantly below plan levels. At this rate, the plant will not even (2) 1,600 units this
month, compared with a (3) of 1,850 units.

At our last meeting, we agreed on new production goals and a special maintenance program to (4)
that plant (5) reaches acceptable levels. It is your job, as plant manager, to see
that these goals are achieved.
Bob, I can’t emphasize enough how serious this situation is. We expect to see a substantial
improvement over the next two months. (6) , we will be forced to reevaluate your suitability
as plant manager.

PERFORMANCE
What's the problem?
Role A
Pat, a member of your staff, has always been friendly, polite and well-liked by coworkers and
customers alike. Recently, however, you have noticed a change in both Pat’s attitude and
performance. Pat seems distant and disinterested in the job, and is making mistakes. You
have had complaints about Pat’s being abrupt with staff and customers. You suspect there
may be some problems at home, but even so, this behavior is unacceptable for a frontline
employee.
You have asked Pat to come speak to you. Before your meeting, think about what you will
say and decide whether you will issue any kind of warning at this stage.
Role B
You are Pat. At work, you have always been friendly, polite and well-liked by coworkers and
customers alike. Recently, however, you have had some rather serious personal issues to
deal with. Because of this, your work is starting to suffer. You have been abrupt with both
staff and customers and you’ve been making mistakes. As a frontline employee, you know
this type of behavior is unacceptable.
Your supervisor has asked to speak to you about your recent behavior and performance.
Before your meeting, decide what you will say to your supervisor.
My notes
192 | Give an employee a warning • Unit 38 ©2018 Berlitz Languages, Inc.

Word Power 67
Expressions meaning fired
1. 5.
2. 6.
3. 7.
4. 8.
ONLINE PRACTICE
Fotostock

UNIT 39
Give praise and compliments

to present (= give tangible Idioms with hand. For example: a free hand,
ceremoniously) intangible firsthand, to give … a big hand, to hand in, to hand
a token of (our) consumable out, to have a hand in.
appreciation to bear in mind Word Power: compliment vs. complement
to compliment (extension)
I’ve got to hand it to
to reinforce you.
monetary I couldn’t have done
nonmonetary better (myself).
WARM-UP
– Daniel, you’ve done outstanding work this past

year. So, as a token of our appreciation, we’d like
to present you with this certificate along with a
small bonus.
– Thank you very much, Mr. Carter. I really don’t
know what to say.
– There’s nothing to say. Well done! Keep up the
good work.

What types of reward or recognition does your
company give?

LISTENING 68
Reward or recognition?
Rewards are … Recognition is …
• •
• •
• •
• •
• •
• •
194 | Give praise and compliments • Unit 39 ©2018 Berlitz Languages, Inc.
Giving compliments and praise
– I know you’ve spent a lot of time on the – Ms. Hillis, I’d like to compliment you on
plans, Jeff, and they look terrific. You’ve your presentation. It was excellent.
done a great job. – Thank you very much. I’m glad to hear
– Thanks. I’m glad you like them. you enjoyed it.
– I was very impressed with the way you – I’ve got to hand it to you, Andrew. That
handled the project, Allison. I know it was a fantastic speech. I couldn’t have
must have been quite a challenge. Nice done better myself.
work. – Thanks for the kind words, George.
– Thank you. I appreciate the compliment.
LANGUAGE FOCUS
Idioms with hand

– Ladies and gentlemen, let’s give Richard a big hand.
– Who is going to hand out the awards at the ceremony?

– I haven’t decided. Why? Would you like to have a hand in it?
– Can you come back later? I have my hands full right now.
– Would you like me to give you a hand?
– We have to hand in our budget projections today!

– Who told you that?
– I got it firsthand from the Controller.
– Since Linda’s been given a free hand with the project, things have begun to improve.
– That’s not surprising; she’s an old hand at project management.
©2018 Berlitz Languages, Inc. Give praise and compliments • Unit 39 | 195
PERFORMANCE
Great job!
You are the head of your department. The past few months have been challenging, but your
staff has done a great job. Their work hasn’t gone unnoticed, but unfortunately, you have also
been quite busy and haven’t had time to give them the praise they deserve—until today.

Think about the people on your staff. What would you like to compliment or praise them for?
Decide how you would like to do this (personally, in a meeting, by card or letter, and so on).
Then do it.
Word Power
Easily confused words: compliment and complement
compliment (n., v.) (to give) praise or a polite expression of admiration

complement (n., v.) (to add) something that completes or improves something else
– The colors in that tie complement your suit very nicely.

– Thank you for the compliment!
ONLINE PRACTICE
within this unit): Berlitz, Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
196 | Give praise and compliments • Unit 39 ©2018 Berlitz Languages, Inc.
UNIT 40
Review
OBJECTIVES LADDER
Now you can …
Give praise and compliments
Give an employee a warning
Assess (your) performance
Explain the performance appraisal process
Ask for and offer assistance
Communicate efficiently by email
Talk about what annoys or frustrates you
Discuss how to build customer loyalty
Describe the service-profit chain

PRACTICE
GOAL 31
It's necessary that he do this today!
1. You don’t need to finish your report by tomorrow. It’s not urgent.
→ It’s not urgent .
2. We had to attend the training. It was mandatory.
→ It was mandatory .
3. Customer complaints should be handled immediately. It’s imperative.
→ It’s .
4. Does this order have to be delivered today? Is it critical?
→ Is it
GOAL 32
I'm delighted!
Dear Sirs,

I’m just writing to say how pleased I have been with the purchases I’ve made from your
company.

Your products not only (1) , they exceed them every time. Although it was your
prices that first attracted me to your products, it’s the quality and (2) deliveries
that keep me coming back. The (3) you offer is second to none. The one and
only time I did have a problem, the customer service department (4)
immediately.

You can (5) , I will be recommending your company’s products to everyone I
know.

Sincerely,
A (6) customer
value for money meet my expectations delighted timely took care of it rest assured

GOAL 33 69 • 70 • 71 • 72
Frank told his boss he would call her that night

1. When I spoke to Liz last week, she said she would send me the information I needed
.
a. later that day b. later today
2. When Marina asked Mr. Hall if he’d been to Greenville, he told her he’d been there
.
a. earlier that year b. the year before
3. When his supervisor asked, Willis told her he would see the people at LCS
.
a. the following day b. tomorrow
4. Nancy told her colleague she’d returned from Rome

.
a. the day before b. two days before
GOAL 34
Concise messages
1. We will give serious consideration to your suggestions.

→ We will your suggestions.
2. I will call you when I’ve made a decision about what to do.
→ I will call you what to do.
3. I would like you to give a presentation about the results of the market survey.
→ I’d like you to .
4. Please give me a call if you need any information in addition to this.
→ Please .

GOAL 35
Is this right?
1. Perhaps a period would be more a. “their” not “they’re,” didn’t you?
appropriate here
2. In English letters, we always capitalize b. “Sincerely” instead of “Yours truly.”
3. It would sound more professional if c. the spelling of this person’s name.

you ended with
4. This doesn’t look quite right. You d. than an exclamation mark.

might want to double-check
5. This may be a typo. I think you meant e. the first word of the first paragraph.
GOAL 36
What’s the matter?

1. Things will improve eventually. It’s just .
2. We will finish this how long it takes.
3. Dora’s performance has been slipping lately. Do you think it’s ?
4. To me, doing a good job the first time around is .
5. Oscar didn’t realize that safety was such for the company.
no matter an important matter a matter of time a matter for concern what matters most
My notes

GOAL 37 73
What do you think about your performance?
In general, the quality of my work is (1) , and my organizational and planning skills
are (2) . If there’s one thing I (3) , it’s compiling and analyzing
information. I consider myself to be a (4) learner—it only took me a matter of hours
to become comfortable with the new reporting system we implemented last month. (5)
I would like to work on is my communication skills. I can get (6) with
people if things aren’t going as quickly as I’d like—and I tend to show this. For the most part,
though, I get along (7) with everyone.

excel at fairly quick One area outstanding
pretty well quite good rather impatient
GOAL 38
Had better or not even?

1. You had better call Mrs. Hanson back. a. She’s called three times this morning
already.
2. What time is the meeting next week? b. I think we should look for another
supplier.
3. Nellie’s a bit disappointed. c. You had better not use it.
4. I think there’s something wrong with d. I didn’t even know we were having
that machine. one!
5. Charlie was late again? e. Well, he had better have a very good
reason this time.
6. They haven’t even responded to our f. No one even remembered that today’s
complaints. her birthday.

GOAL 39
Expressions with hand

1. If you need any help, let me know. I’ll .
a. give you a free hand b. give you a hand
2. Leo can’t take on any more projects right now. He .

a. has his hands full b. is an old hand
3. Thanks, Tricia. That was excellent. Everyone, let’s .

a. give her a big hand b. give her a large hand
4. If you haven’t your expense reports yet, please do so by the end of the week.
a. had a hand in b. handed in
5. This proposal looks really good. Did you ?

a. get it firsthand b. have a hand in it
My notes

YOUR TURN!
GOAL 31
We need to stop losing money
Role A
You work for a consulting firm. A new client, a domestic supermarket chain, has been losing
money recently. You decided to visit one of the supermarkets. Here is what you observed:
• there were few staff members on the shop floor
• the staff members you met seemed indifferent; most looked like they would rather be
elsewhere
• some of the fruits and vegetables were not very fresh
• there were few customers, most of whom appeared to be of retirement age
• when you paid for your purchases, the cashier was impatient for you to hurry up so she
could deal with the next customer
Clearly, the staff at this particular supermarket are not satisfied with their jobs, and this is
having an effect on the entire business. Speak to the owner of the supermarket. Discuss
with him / her the relevance of the service profit chain to the business.
Role B
You are the owner of a domestic supermarket chain. The company has been losing
customers and money for a while. Here are some issues you think may be affecting your
business.
• There was some negative press on a popular news website a few weeks ago about
some bad produce in a couple of your stores. You feel this has caused a lot of
customers to stop shopping at your stores.
• Some employees are unhappy because your company pays less than your
competitors. You feel that if your employees are dissatisfied with their wages, they can
go look for a job somewhere else.
• To reduce costs, you have recently let some of your older, more experienced staff go.
You have also discontinued the staff discount on purchases.
You hired a consultant to help you find ways to improve business. Go speak with the
consultant.

GOAL 32
Customer loyalty
Think of a company or a brand that you are truly loyal to. Complete the questionnaire below,
then tell your partner (or the rest of your group) about the company / brand.
1. What is the name of the company / brand?
2. How long have you used this company / brand?
3. What do you like most about it?
4. Why do you prefer it to other companies / brands?
5. Any other information or observations:
GOAL 33
This makes me feel annoyed and frustrated!
Make a list of three pet peeves. Put them in order, with the one that annoys you the most at
the top of the list.
1.
2.
3.

Share your list with a partner. Say why you find these behaviors so annoying or frustrating.
Give examples.

GOAL 34
Write the email
Choose one of the following situations:

1. Write an email to customers informing them of a new product or service. Include a coupon
or voucher with your email (attached).
2. Write an email to your supervisor about a project and arrange a meeting to discuss it
further.
3. Write an email to all staff, informing them of a recent change at your company.
4. Write an email to your staff, informing them of an upcoming training event. Attach a
description of the event.
FR
TO CC
SUBJECT

GOAL 35
Could you look this over for me?
Role A
You have been working on a presentation for several days. It is almost finished, but you are
still having problems with some of the slides. A colleague of yours has been extremely
helpful so far, answering questions about figures, language, style, and so on, but you feel
you are starting to annoy your colleague.

That colleague is approaching your desk now. Greet him / her.
Role B
A colleague of yours has been working on a presentation for several days. During this time,
you have helped your colleague by answering questions about figures, language, style, and
so on.

Go to your colleague and ask how the presentation is going.
GOAL 36
Discuss the appraisal process
The HR department is evaluating your company’s performance appraisal process and is

asking for employees’ input. You have been asked to be part of a focus group. Soon you and
other members of the focus group will be meeting to share your opinions about and discuss
the current process. Before you go to the meeting, think about these questions:
• What do you feel the purpose of the performance appraisal is / should be?
• How useful do you feel the current performance appraisals are?
• In what ways could the process be improved?

GOAL 37
Self-assessment
Employee Self-Assessment Form

Please rate yourself in terms of the following criteria:
Communication skills Dependability Cooperation

Planning / Organization Job Knowledge Productivity
Initiative / Motivation Quality of Work

Rating scale:
4 = exceptional 2 = acceptable 0 = unacceptable
3 = good 1 = needs improvement N/A = not applicable

GOAL 38
Corrective action
Role A
You are the head of the customer service department. One of your representatives has been
late for work on numerous occasions. A couple of weeks ago, you met with this
representative and gave him / her a verbal warning. This representative has just walked into
the office—an hour late.

Call the representative into your office and inform him / her that you will be issuing a written
warning.
Role B
You are a customer service representative. Because you have to take your child to school in
the morning, it is sometimes difficult for you to get to work on time. In fact, the head of the
department gave you a verbal warning a couple of weeks ago because you had been late so
often. You have arrived at work—an hour late. You would have been on time, but there was a
big accident on the highway and you were stuck in traffic for over an hour.
As you are walking toward your desk, you see your department head.

GOAL 39
You did an excellent job!
Praise or compliment a colleague on (choose one):

• the fantastic job he / she did on a very difficult project
• the excellent presentation he / she just gave
• how much his / her work has improved over the last year
• a training or workshop he / she conducted

AUDIO SCRIPT
Unit 1. Describe your company’s current position

1
Pathway International is a travel agency that specializes in walking and hiking
tours. Pauline Robertson, a senior manager at the company, recently hired an
external consultant, Don Gray, to help analyze Pathway's current position.
– So, Don. You’ve completed your analysis, … how bad is it?
– Well, Pauline, as you are aware, the recent economic situation has affected not
only your business, but also that of everyone in the tourism and travel industry.
But the economy alone doesn’t entirely explain the recent fall in sales at
Pathway. One of the major issues we’ve noticed is a lack of direction. The
company needs clear goals and long-term objectives for the future.
– Yes, we know. Things have been difficult since the previous owner, Mr. Travers,
retired. And with the economic downturn, we’ve just been focusing on surviving.
– Yes, I can understand that. But that brings me to my next point. Because of the
poor economy, pricing has become more critical. Customers still want to go on
walking tours, but they want to spend less. That’s why your packages to the Alps
are more popular nowadays—the destination is closer and offers good value for
the money. It also explains why sales of your farther away destinations are down
so much. And your recent launch of the Andes destination, which targeted the
domestic UK market, was not only poorly timed, it was also badly marketed. It’s
just too expensive for your average British consumer.
– So, we wasted a lot of money on that?
– Well, maybe not. Let’s look at one of your biggest competitors, Alpine
Excursions. They noticed this trend early, and they began promoting their tours
more aggressively in countries nearer the target destinations. They have
attractive packages that offer value for money to mixed-nationality groups. This
tells us that the market is there for the farther-flung destinations, but Pathway is
not reaching it at the moment.
– So, we need to do something similar.
– Right, but you do have a competitive advantage over Alpine.
– In what way?
– The quality of the tours you offer and your customer service. The customers
we spoke to rated Pathway extremely highly in both these areas. And this is
where you have the edge on Alpine.
Unit 3. Describe changes and trends

2
– Who here likes ice-cream? I thought so. And don’t you think our Cadtree
chocolate bar would make a good ice cream? We do, too, … and we think there is
a major opportunity for Cadtree, with its strong brands, to develop a high-quality
Cadtree chocolate ice cream bar. Technically, we know it can be done, and the
responses to the samples have been positive. But is it worth it? Well, let’s take a
look at some figures for the domestic ice cream market.
As you can see in this graph, the total ice cream market last year was worth 12.4
billion dollars. This can be divided into two major sectors: the impulse buying, in-
hand sector—in other words, the hot, sunny day, let’s get an ice cream sector—
and the take-home, multipack sector. As you can see, the in-hand sector has
been flat over the last several years, averaging about a five percent increase in
©2018 Berlitz Languages, Inc. Audio Script | A-1

value per year. But look at the take-home market! This sector has risen by about
40% in value, and it is predicted that this upward trend will continue.
So, why would it be advantageous for Cadtree to enter this market? Well, we all
know the highest costs in our business are connected with establishing a brand.
But the Cadtree brand is already well-established. In fact, it’s one of the biggest-
selling brands in the region. With a Cadtree ice cream, we’d be building on both a
name (Cadtree) and a product (the Cadtree chocolate bar), which already have a
tremendous following, and this would mean a relatively modest advertising
budget …
Unit 4. Make forecasts and projections

3
– OK, everyone. I’d like to start with the regional forecasts for the coming year.
Although the market is pretty tight at the moment, I know you have been out
there pitching pretty hard. Jim, what do you have for us?
– OK, the East Coast. Well, as Joe said, competition is quite stiff out there, but
I’ve got a good sales team. So, for next year I’d say we are definitely going to
increase sales by 5%.
– So, you’re sure you can make 5%?
– That’s my minimum. If one or two of our prospects come through, then we’re
likely to hit 6%, or we could even reach 7%.
– Excellent, Jim. Thank you. Karen, what about the Midwest?
– Well, as I’m sure you know, the Midwest is very slow right now.
– Yes, but we have a lot of loyal customers out there.
– That may be, Joe, but many of our manufacturing customers are really
suffering.
– Which means?
– It means that for next year I don’t expect sales to increase at all. If my
calculations are correct, we might just manage to repeat this year’s sales.
– Is it still that bad? I thought things were beginning to turn around.
– Somewhat, but it’s going to take time. In fact, I think we’re unlikely to see any
real improvement until the last quarter of next year. If things pick up sooner, we
might see an increase of 1 or 2% for the year. That’s our best-case scenario. If
nothing happens, we may actually be looking at a 1 or 2% decrease in sales.
– Alright, Karen. We can discuss that later. George, how are things on the West
Coast?
– We’re doing fine. Our region is fairly small, but our customers are holding up
well. So, sales are bound to increase by at least 7%.
– George, the region may be small, but you’re in a prime area with some of our
best customers. I think your forecast is a bit too modest.
– Well, that’s my worst-case scenario.
– Think bigger, George! Modest forecasts didn’t get us where we are today!
– OK, but we definitely can’t increase business by more than 10%. That’s the
best scenario.
– And what do you think you could realistically achieve?
– Let’s say…8.5%?
– That’s much better, George. Keep up the good work. Right, Paul, over to you for
the operations report…
A-2 | Audio Script ©2018 Berlitz Languages, Inc.

Unit 5. Discuss market research plans
4
– Today, our guest is Jennifer Riley, a marketing consultant with The Leaders
Consultancy Group in London. Good morning, Jennifer. Thanks for coming in. So,
what can you tell our listeners about market research?
– Good morning, Kevin, and thank you for inviting me. The primary goal of
market research is to help businesses understand the market they’re operating
in. Much market research focuses on learning about current and potential
customers: who they are, how many there are, and what their needs and wants
are. Equally important is learning what kind of competition there is. This helps
businesses to position themselves and their products within their market.

Starting a new business or launching a new product or service can be risky.
Market research can reduce the level of risk by providing information on how big
a demand there is for a product (if any), or whether it may require changes to
better meet consumer needs. Customer satisfaction surveys are also an
example of how market research can reduce risk. When problems are identified
early, they can be dealt with before customers decide to go somewhere else.

Market research can also help companies improve their return on investment.
For example, if a company knows that only certain segments of the market
purchase its products, it can then focus its marketing efforts on only those
segments rather than the entire market. By targeting those specific customers
and their needs, there is a greater chance of making a sale than if they were to
create a generic campaign aimed at everyone.

Additionally, market research can be used to make forecasts about what may
happen to the business in the future. For example, looking at past research can
show how a particular market—or market segment—reacts to changes in the
season or changes in the economy. This information helps companies. For
example, to predict and plan for increases and decreases in sales volumes. And
finally, market research is used for exploiting new market opportunities by
identifying gaps in the market—consumer needs that are not being met by other
products or services. If a company can fill a niche, it can grab a large portion of
market share before its competitors do. And this is what we are mainly …
Unit 7. Suggest courses of action

5
The results of our research are disappointing, but not entirely unexpected. As we
suspected, our distribution network is too limited—and we can’t get stores to
carry the line because it’s overpriced and lacking some features that competing
brands have.
As far as advertising is concerned, too much emphasis is on print advertising.
And the results of the questionnaire indicate that it is misdirected, appealing
primarily to middle- and upper-income people in their forties and fifties. And
although our most loyal customers have traditionally been in this segment, they,
too, are beginning to look elsewhere for home audio systems. At the other end of
the age spectrum, Tru-Tone has practically no following. It just doesn’t appeal to
the younger market. A recurring comment was that it is too big and bulky. Young

people want the very latest technology in the most appealing package. They
don’t feel they’re getting it from us, and they’re not impressed with the fact that
we were innovators in the field 20 years ago. Beyond this, our advertising has
never really been targeted toward young people. And considering their income
level has risen sharply over the past few years, we can’t afford to ignore them
any longer.
Unit 8. Report market research results

6
– So, Ellen, you have the results of the video game survey?
– I sure do, and I’m sure it’s got a couple of surprises in it. Let’s look first at
who’s actually playing. The survey data was gathered from 2,000 households
during a random telephone survey. Just fewer than 60% of those households
report having at least one member who played video games, and there is an
average of two gamers per household. The ratio of male to female video gamers
is 55:45.
– Hmm, I didn’t think so many women were interested in gaming.
– And I bet you thought most gamers were under 25, too. In fact, the average
gamer is 30 years old. Here’s the breakdown: 32% of the gamers are under 18,
another 32% are in the 18 to 35 range, and 36% are over the age of 35. And more
women aged 18 or older play games than boys who are 17 or under.
– And do they play the same types of games?
– I don’t have the game-type-by-gender breakdown, but I will look that up for you.
What I can give you is a comparison of online versus mobile games. The most
popular types of online games are in the puzzle, board game, trivia or card game
category, at 34%. That’s followed by action, sports, strategy, and RP—role-playing
—games, with 26%.
– Aren’t the figures the same for mobile devices?
– You would think so, but nowadays it seems that different games are played on
different devices. The percentage of puzzle, board, and card games—at 35%—is
similar to the online results I mentioned earlier. But on mobile devices, casual
and social games also make up 35% of games played (compared with just 19%
online), and action / role-play games are played by 13% of mobile gamers. It’s
important to note here that 36% of all gamers also use their smartphones to play,
and 25% use other wireless devices—and these numbers are sure to grow in the
future.
– You also asked people why they like certain games, didn’t you?
– Well, we asked their reasons for purchasing a game. The top four responses
we got were the quality of the graphics, an interesting story line, that it’s a sequel
to a favorite game, or word-of-mouth. Now, let’s look at how much people spend
on video games …
Unit 9. Handle problems in telephone and online meetings

7
– Jeff isn’t available.
– Jeff isn’t available.

– Is he busy?
– Is he busy?

– Can I have a copy?
– Can I have a copy?
8
– I met you last year.
– I met you last year.

– What did you ask me?
– What did you ask me?
9
– I’ll go over that later
– I’ll go over that later.

– We are finished now.
– We are finished now.
10
– Is everyone here?
– Is everyone here?
11
– Who are we waiting for?
– Who are we waiting for?
12
– Could you hold on a moment?
– Could you hold on a moment?
13
– I sent you the file in the morning.
– I sent you the file in the morning.
14
– Just ask if you have a question.
– Just ask if you have a question.
Unit 10. Review

15
– Look at this! You can buy a two-bedroom house in Smallville for what it costs
to buy a tiny apartment here in the city.
– Well, yeah. But Smallville is way out in the countryside. It would take hours to
get to work every day.
16
– So, what do you think of the new Tru-Tone phone?
– To be honest, I liked the old one a whole lot better.
17
– It says here that people last year ate out an average of ten times a month. The
year before, they ate out just five times a month.
– Really? How come?
– Well, some people say it’s because they have less time, others say they want
to spend that time with friends.
18
– So, how do we compare to the competition?
– Not bad. Our prices and market share are very similar, but our quality is
definitely better.

19
– How did George do last month?
– He made 125 sales.
– That’s not bad. And Karen?
– Her sales were good, too. She made 120 sales last month.
– Excellent Next month she may even beat George!
Unit 11. Interrupt to ask a question or make a comment

20
– Hello, everyone. This is Carla Ramirez from headquarters. I think we’re all here
now. Since we don’t all know each other, I’d like you to say a few words about
yourselves: who you are, what branch you work in, your position. So, Harry, would
you like to start?
– Yes, hello. I’m Harry Nordstrom …
– Excuse me, but I can’t hear you.
– Yes, sorry, let me start over. I’m Harry Nordstrom, the assistant manager at the
Greenwich branch.
– Thank you, Harry. Becca?
– Hello, everyone. Becca Hardy here. I’m the senior account manager in
Sunderland.
– Matt?
– Hello, everybody. Nice to meet you. My name is Matt Clark. I’ve just taken over
the branch manager position in Springfield.
– Michael?
– Good day, everyone. I’m Michael Longwood. I’m the customer service manager
in Overland.
– And lastly, Jennifer?
– Hello, everyone. I think I’ve met all of you. I’m Jennifer Benson, the HR training
specialist at headquarters.
– Great, thank you. Before we get started, I’d like to remind you please to mute
your phone or microphone when you are not speaking, and if you have a question
or comment, please wait until the speaker has finished before jumping in. And
one more thing, if you can, do say your name when you speak—that way we all
know who it is we’re listening to. Now, as you can see from the agenda I sent, I’ve
asked you all to share how the new automated tracking system is working at
your branches. We’ll begin by …
Unit 12. Make apologies and excuses

21
I really made a fool of myself last month. I was one of several people scheduled
to participate in a conference call. I was slated to present some information to
the group about halfway through the call. I forgot all about the meeting. I heard
afterwards that Edward, who was leading the call, asked, “Has Rebecca joined us
yet?” every ten minutes or so. Edward called me later that day. He was not
happy.
22
I once missed a conference call with one of our partners in New York. I had
received a reminder and had even put a note on my monitor so I wouldn’t forget.
What I didn’t know was that their clocks had changed the weekend before—and

ours hadn’t. I ended up calling in an hour late! Was it my fault? I don’t think so. In
any case, we were able to reschedule the call. Since then, though, I always
double-check that I have the time right!
23
I was actually late for my own conference call once. Just before the call, one of
the younger members of my staff came in extremely upset because of some
incident between her and another staff member. What could I do? Tell her to go
away and come back later? I don’t think so. Instead, I asked my assistant to take
over for me and to give my apologies to everyone on the call. I joined the call
later—and discovered what a terrific facilitator my assistant is!
Unit 13. Describe working conditions

24
– Good morning and welcome once again to World of Work. I’m your host,
Jeffrey Knowles. Joining us today to talk about the importance of color in the
office is the owner of Office Interiors, Lena Andrews. Lena, welcome to the
program.
– Thank you for inviting me, Jeffrey. I’m glad to be here.
– For many of us, the office is our home away from home. And because we
spend so much time there, it is important for the office, like a home, to be a place
where we can feel comfortable and relaxed. Numerous studies have shown that
such an atmosphere encourages employees to perform more efficiently and
productively. It’s surprising to note how important a simple detail like the color
scheme of an office can be, isn’t it?
– Yes, it is. And according to psychologists, colors can have a major influence on
our behavior.
– Meaning different colors affect us in different ways?
– That’s right. For instance, subtle shades of pink and rose usually have a
calming effect. Cool or pale colors are ideal for office walls because they
encourage feelings of confidence and well-being.
– And I suppose warm colors wake us up?
– Precisely. Vibrant reds and yellows encourage both physical and mental
activity. Brightly colored items—such as lamps, wall hangings, or pencil holders
—catch our attention and produce a surge of energy. Particular attention should
be paid to the color of the carpeting, which, in addition to providing visual
softness, also helps to reduce the noise level.
– Is adding a bit of color all it takes? What else can be done to improve the
working environment?
– Well, research shows, for example, that small, dull, gray offices with metal
furniture tend to feel cold and impersonal. People become bored, tired, and
irritable in such an atmosphere. Large, attractive rooms furnished with
comfortable chairs and personal belongings, on the other hand, encourage
feelings of pleasure, ambition, and a desire to be an effective member of the
workforce.
– What advice would you give to businesses considering redecorating or moving
their office?
– I’d tell them to remember that a comfortable workspace is an important part of
any business. When people are happy at work, they do a much better job. And
the rewards of a thoughtfully decorated office can be more than just cosmetic.

– Thank you for joining us, Lena. Up next on World of Work is Professor John
Peterson who …
Unit 14. Talk about job satisfaction

25
My wife and I have three young children, and I don’t want to miss seeing them
grow up. So, for me, work-life balance is critical. Without that, I’m sure I’d feel too
tired at the end of the day to spend any quality time with my kids—and I’m sure
they’d be disappointed.
26
I love my job—there’s always something new: new people to talk to, new events
to write about. The variety is what keeps me excited about my work. If I had to do
the same thing every day, I’m sure I’d become bored and disinterested very
quickly.
27
For me, the bottom line is the salary. You can have the most enjoyable and
interesting job in the world, but if the compensation is too low, then you will feel
dissatisfied and start looking elsewhere for a better-paying position. I know I
would.
Unit 15. Describe job perks and benefits

28
– What benefits do you offer your employees?
– Well, of course, we provide all the benefits required by law, and all employees
are eligible for our retirement plan. In addition, we have a health plan, with all the
costs paid for by the company, and we offer optional life insurance, with the
costs shared by the company and the employee.
– So far, that sounds like a standard benefits package. Do you provide fringe
benefits, as well?
– Well, yes. To address some of our employees’ work-life balance issues, we
subsidize the costs related to day care and after-school care for younger
children. And because we know family life can be unpredictable, we also offer
flexible work and leave schedules.
– Having such a young staff, I’m sure that’s popular. But what about
performance-linked perks?
– Well, we don’t offer bonuses or commissions, if that’s what you’re referring to.
What we do have, instead, is a profit-sharing plan where we distribute a part of
the profits to employees each year. And we offer a stock-purchase program,
giving employees the opportunity to buy shares of the company’s stock at a
lower price. I think these motivate employees not only to do their own jobs well,
but also to work together so the whole company does well. And if the whole
company is performing well, then everybody benefits.
Unit 17. State concerns and discuss causes of production problems

29
Maintenance.
Our biggest problem is that we’re working with 20-year-old machines that are
constantly breaking down, hard to repair, and dangerous. Sometimes we’re faced
with a couple of breakdowns at the same time, and we don’t have enough people

to take care of all the repairs. By the time we get one problem solved, something
else goes wrong. We spend so much time on repairs, we don’t have time for
routine maintenance. We’re understaffed and overworked—it’s a nightmare.
30
Loading dock.
I worry about safety. One man was seriously injured here in the loading area just
last week because of faulty equipment—he’ll be out for at least a month. The
maintenance guys never do any preventive maintenance work—they just fix
things after they’ve broken down. The procedures and safety regulations just
don’t cover the situations we get into. We’re being asked to do the impossible.
31
Assembly line.
We know the plant’s falling short of its quota, and we’re as unhappy about that
as anybody. But what can we do? If the equipment’s not working, neither are we.
… It’s really frustrating! But we don’t dare complain. Our supervisor told us if we
complained, we’d be replaced by robots. We’re in a difficult position—we can’t
afford to lose our jobs.
Unit 20. Review

32
– How do you get to work, Steve?
– Well, I only live a couple of blocks from the office, so I walk to work.
33
– What do you think has helped improve job satisfaction the most at your
company?
– Oh, that’s easy. Letting people work from home has made a huge difference.
34
– Any ideas on how we can attract more highly-qualified job candidates?
– Well, I think we should look at our benefits package. It’s pretty standard at the
moment.
35
– How did you get along with the new system? Did you have any problems?
– Since I was unfamiliar with it, there were a couple of issues. I just asked a
colleague of mine for help.
Unit 21. Present ideas for promoting safety at work

36
Andrew
This happened some years ago when I was helping out at a woodworking shop.
We were moving one of the worktables, … the thing must have weighed several
hundred kilos. To this day, I don’t know exactly what happened, but somehow the
table slipped and fell—right onto my hand! A couple of my fingers were crushed—
the bones weren’t broken, but my fingertips were flattened a bit. My fingers were
in bandages for weeks and were bruised for months. I’m lucky it wasn’t more
serious than that.
37
Brenda
This incident didn’t happen to me, but to a colleague. … And it was fairly bizarre.
We were standing around the photocopier talking. My colleague, Janice, likes to

move her hands about when she talks. Unfortunately, on this particular occasion,
she was holding a piece of paper and while she was talking, she managed to cut
her eye with it. We rushed her to the company doctor. There was no serious
damage, thank goodness. She was fine within a couple of days.
38
Sharon
I was working on a big project a while ago, which kept me at my computer for ten
to twelve hours a day. Everything seemed fine until one night I woke up and
literally could not move because of an excruciating pain and cramps in my back.
In the morning, I immediately went to see my doctor. He told me the problem
was a repetitive stress disorder, caused by too many hours of typing and using
the mouse. He ordered me to lie flat on my back for a week. I learned the hard
way the importance of taking regular breaks and not overdoing things.
Unit 22. Describe reactions to stress

39
– So, Mr Wilson, what brings you in today?
– Actually, I’ve been meaning to see you for a couple of weeks now, but I just
haven’t found the time—work, you know. But this morning, my heart was
pounding so hard and so fast, I thought I’d better come in.
– Yes, your pulse does seem a bit elevated. Let’s check your blood pressure, OK?
Hmm … your blood pressure is a bit on the high side, too. What were you doing
when this happened?
– Nothing. I was just thinking about the project I’m working on at the moment.
I’ve got a big deadline coming up—it’s all I think about these days.
– Are you working longer hours because of that?
– That’s all I do now—work, work, work.
– And what are you doing to relax?
– Relax? I don’t have time to relax! If I don’t finish this project on time, I might as
well start looking for a new job!
– I see. Do you have any other symptoms or complaints?
– I’m not sleeping too well. I keep waking up in the middle of the night. And
because of that, I feel tired all the time, and that makes it difficult to concentrate.
– And how long has this been going on?
– For about four or five weeks.
– Mr Wilson, it sounds like you had a panic attack this morning. This and your
other symptoms are most likely due to the stress you are experiencing at work.
Your body is telling you that you need to slow down, to relax.
– But like I said, I don’t have time. My deadline …
– Mr Wilson, I suggest you make time. Or find a way to share some of your
workload. If you don’t, you may end up in hospital. Here is a booklet on work-
related stress I’d like you to read …
Unit 24. Describe management styles

40
Yoshio
I can’t say enough about my supervisor. She’s excellent. She knows how to bring
out the best in people. She worked her way up to her current position in our
department from staff level. That makes a big difference—she knows our jobs

inside and out. The work isn’t always easy. There are plenty of stressful
moments. But when things get really difficult, she rolls up her sleeves and
pitches in with us. We know that we can go to her anytime we have a question or
problem. She’s supportive and knows how to motivate us. The bottom line is that
she’s committed to her team, and we all know it.
41
Shirley
A few years ago, I had a manager who—how can I say this?—who left a lot to be
desired. He was rather disorganized, and he wasn’t very reliable. Half the time, he
didn’t even answer my email. When I would ask him a question, he was evasive—
I almost never got an answer out of him. It was stressful at times because all of
us in the department needed guidance in our work and we weren’t getting it. We
sometimes wondered if he knew what he was doing. It sure didn’t seem like it.
42
Simon
My current manager is a bit of a tyrant. She makes all the important decisions
herself. She would never dream of asking us for input. It’s a shame because
some of us have ideas, and we’d love to share them. The fact that our opinions
mean nothing has gradually eroded the morale of our entire group. How would
you feel in our shoes? She doesn’t trust us, she doesn’t support us, and she
doesn’t respect us. It’s not a great situation.
43
Helga
I once had a manager who was too friendly with us. She acted as though she
was our buddy. She also had a hard time directing us in our work. That was a
problem. Some people took advantage of her management style and didn’t really
do their jobs, but she never said anything to them. That made us feel that it
didn’t matter if we were doing our job or not. We also discovered that when it
came to discussions with upper management, she suddenly wasn’t our buddy
anymore. She never stood up for us. When we found that out, some of us left the
company. It shows that one person can make a big difference, either in a positive
way or in a negative way.
Unit 25. Describe ambitions and aspirations

44
Kevin
– What are your ambitions for the future, Kevin?
– I’d like to become a partner in the firm. But that probably won’t happen for
another few years, at least.
– And if that doesn’t happen? I mean, I’ve heard that it’s pretty tough to get a
partner position.
– Well, I figure if I’m not made partner by the time I’m 40, I’ll set up my own
practice. I have a couple of acquaintances who might be interested in joining me.
And you?
– I don’t have any real plans other than to continue …
45
Nadia
– Nadia, how long have you been in nursing?
– For just over ten years.

– Have you ever thought about becoming a nurse practitioner?
– Eventually, yes.
– What’s holding you back?
– Well, I’ve talked this over with my husband, and he supports me 100%. But I’ve
decided to wait a couple more years until the kids are a little older.
– It’s a smart career move, considering the shortage in doctors they’re
predicting.
– I know. But for now, I’ll go on trying to provide my patients with the best
nursing care available.
46
Jim
– How far do you run every day, Jim?
– At least ten miles. And once a week I do a 20- mile run.
– Twenty miles! You’re crazy!
– Not crazy—I’ve got a goal. I’m going to win the Philadelphia Marathon this
year.
– That sounds ambitious! Have you run it before?
– Several times. Last year, I came in fourth for my age category.
– Well, I must say I admire you. Good luck!
– Thanks.
Unit 26. React to ideas, comments, and suggestions

47
– What do you think makes a good team player?
– By definition, a team is a group of people working together toward a common
goal. And team members have different tasks that will help the team meet that
goal. Therefore, team players must be reliable. Everyone must be able to count
on the other members to do their fair share of the work and to get that work done
on time. Almost nothing will hurt a team faster than the feeling that someone
isn’t pulling his or her weight.
– I think we’ve all been in that kind of situation before. It’s dreadful.
– It sure is. Good team players also participate actively. They take the initiative,
volunteer—they don’t sit around waiting to be assigned something to do. They
are willing to share their ideas, knowledge, and experience with others.
– So, someone who believes information is power might not make the best team
player?
– Well, that type of person is usually more interested in his own agenda than
that of the team. And this brings me to the next quality of effective team players.
They need to have good communication skills, during both formal and informal
discussions with other team members. They need to be able to express their
thoughts and opinions clearly, honestly, and in a positive way. But not only that,
they also know how to listen, and I mean actively listen, to others’ ideas. They
can take what they’ve heard and use it to engage in a useful discussion, not a
debate or an argument.
– And what about personality types?
– Teams can be made up of all kinds of people, and this variety can lead to
better, more balanced discussions. But what is important is that each person is
respectful of others on the team, independent of differences in personality.

Without that, there may be arguments or worse, a complete breakdown in team
communication.
– Any last thoughts before we move on to our next topic?
– Yes, one. When working on any team project, changes in the scope or direction
of the project happen. So flexibility is a key quality. Good team players don’t get
stuck on an idea and try to defend it to the death; they adapt to change and then
move forward.
Unit 27. Delegate tasks

48
– Nell, can I have a quick word?
– Sure, Ed. What’s up?
– What’s your workload like next week? Do you have any trainings going on?
– No, it’s a quiet week. Why do you ask?
– I need to talk about the interviews we have scheduled for Monday and
Tuesday. I was planning to conduct them myself, but, unfortunately, I’ve got to
go to Greenville. Do you think you could handle them for me?
– Sure, no problem. These are first interviews, right?
– That’s right. I’d like you to write up your impressions and recommendations for
each candidate and email them to me on Wednesday. We’ll discuss them when I
get back on Friday.
– And if they ask when they will hear back from us?
– Just tell them we’ll get back to them by the 15th. Please don’t make any
promises to any of them until we’ve had a chance to talk.
– All right. Can you send me their résumés?
– Of course. I’ll also give you the schedule. Room 10 has been reserved for both
days.
– Fine. Is there anything else I should know?
– That’s it. If you need anything else, just ask. And thanks for your help.
– Not at all.
Unit 28. Discuss travel arrangements

49
Thomas
I make all my own travel arrangements, whether for business or pleasure. I
always book online using one of the more popular travel sites. The prices I get
are almost always lower than those I could get through a travel agent or through
the airline. I like being able to compare prices. Sure, it takes a bit of time, but if
you want the best deal, it’s the only way to go, really.
50
Elena
I go through a travel agent. I tried doing it myself online once, but it was just too
time-consuming for me to compare different offers for different airlines on
different sites. There are simply too many variables. I remember being on one
site that listed over 20 pages of flights for one trip, including absurd things like
going through Paris with a 20-hour layover. Never again. It’s more convenient

and a better use of my time to just walk into an agency, tell them where I want to
go and when, and then let them tell me what my options are.
51
Jeffrey
How do I make travel arrangements? It depends. If I’m going on a business trip,
then the company arranges my travel for me. We have a contract with a travel
agency, and they give us a corporate rate. If I’m traveling for pleasure, then I
usually book online. I like to travel by train, and the rail company has a great
website. If I’m flying, I tend to book directly through the airline. I prefer booking
directly because if there’s a problem, I know who to turn to.
Unit 29. Comment on service delivery

52
1. The room’s being cleaned.
2. Your bag’s been inspected.
3. The flight’s been cancelled.
4. My passport’s being checked.
5. John’s being picked up at the airport.
6. Selena’s been upgraded to business class.
7. The plane’s being held on the runway.
8. The meal’s been served.
Unit 30. Review

53
– We’re conducting a survey on travel preferences. Would you mind answering a
few questions?
– Not at all.
– Great, thank you. So, the first question is: When traveling, do you prefer to
leave early or late?
– I prefer leaving as early as possible.
– And where would you prefer to stay: in a hotel, a motel, or a B&B?
– I would rather stay at a B&B.
– And do you prefer flying to taking a train?
– Yes, I do.
– And my last question: Where do you prefer to sit on the plane, next to the
window or the aisle?
– Nowadays, I prefer window seats.
– Thank you very much for your time.
– My pleasure.
Unit 32. Discuss how to build customer loyalty

54
Frank
I just love A&M Motors. I’ve bought my last four cars from them. Not only do they
give me a competitive price, but they contact me personally when I’m due for
service, and they always give me a courtesy car when I take my car in for service.
Last time, they even fixed a small scratch on one of the doors—at no extra
charge!

55
James
My favorite dealer is Adamsville Motor Collection. I received a $500 voucher
online, which I could use toward any new or used car. They also offered me a
20% discount on a two-year service plan. I ended up buying a new sedan that
was on sale because they were making room for the new models.
56
Grace
Have you been to the new EcoCar dealer in Middleburg? They have the latest
two-person green cars that are all over television and the Internet. I just bought
one last week, and my friend, Elaine, is looking at them too. It has the best
mileage available and all the latest safety features.
57
Lisa
I’ve been going to the same dealer that my family has used for years. It’s about a
mile from my home. They sell new and used cars and have a full-service repair
facility that is open from Monday through Saturday. They’re convenient, and they
appreciate my business.
Unit 33. Talk about what annoys or frustrates you

58
What I really hate is when people don’t let me know they have received
something I sent them. Last week, for example, I was asked to put together a
report on recent changes in customs regulations by Friday. I worked like a dog to
meet that deadline, but I did it. After I submitted it, I didn’t hear anything back.
Nothing! Finally, I called the person who had requested the report to ask whether
he’d received it. What did he say? “Oh, yes. Thank you. I’ll take a look at it later
this week.” So, not only had he not bothered to send me a quick, “Thanks, got it,”
but also apparently, the deadline itself wasn’t that urgent. I was furious.
59
What I find annoying is when people send email using a distribution list, even if
the message isn’t relevant to everyone on the list. I get hundreds of emails a day
already. I don’t need to waste my time opening and looking at stuff that has
nothing to do with me. The same goes for using “Reply All.” If you want to
respond to the sender of the message, just reply to him or her—unless your
comments are relevant to the whole group.
60
What really frustrates me is when I get emails about issues that need immediate
attention. I check my mail three times a day: when I start in the morning, then
again around midday, and once more about a half hour before I leave the office.
It’s possible I will not see your email for four or five hours. If you have an urgent
problem, for goodness’ sake, call me, text me, or send me an instant message, so
I at least know your email is there. Otherwise, don’t be surprised if you don’t get a
response right away.
Unit 37. Assess (your) performance

61
John
– So, Linda, tell me about your assessments so far. Let’s start with John. He’s
been with us for six months, right?

– That’s right, Steve. In general, John does excellent work.
– I remember his interview. He was very impressive.
– Yes, well. His attendance, I’m afraid, is a matter for concern.
– Hmm?
– In the past two months, he’s missed ten days of work. And although he does
call in, these absences have created problems for his team. They say they can’t
rely on him, they never know if he’s going to be in. Because of that, they only
assign him non-critical tasks.
– Which is not why we hired him.
– No, and I think he’s capable of a lot more.
– Do we know why he’s been absent?
– Not really. He just says it’s “a family matter.”
– Why don’t you ask him what the problem is? If we know that, maybe we can
find a way to solve it.
62
Dana
– Right, then. What about Dana?
– Dana is a real pleasure to work with. She knows her job inside and out and
consistently produces outstanding work.
– Yes, I’ve worked with Dana before. That’s pretty much what I’d expect from her.
– She’s also been taking on extra tasks, and she frequently volunteers to assist
newer colleagues. I think she’s a valuable asset to the company.
– Do you think she’s ready to move into management?
– I think she’d be thrilled.
– OK, then. Maybe you should consider working on a career development plan
with her.
63
Colleen
– How is your new assistant working out? Colleen, right?
– Oh, Colleen.
– That bad?
– Oh, no, absolutely not. Colleen is passionate about her job and has extremely
high standards for herself. She’s incredibly organized; the department has never
run so efficiently.
– That’s excellent.
– Yes, but Colleen expects everyone to meet her standards. If they don’t, she can
be hypercritical. What’s more, she has criticized people in front of others on more
than one occasion. She doesn’t take the time to think before reacting. This has
upset several people in the department.
– I can imagine. Do you think the promotion was a mistake?
– No. This is the first supervisory position Colleen’s had. Perhaps we just need to
find a way to help her improve her interpersonal skills.
Unit 38. Give an employee a warning

64
Jane
– Jane, I need to talk to you about your attendance. Do you realize that you have
been more than half an hour late for work five times in the last two weeks?
– I know, Kathy, but I did have a reason every time.

– That’s not the point, Jane. As a customer-service rep, it is important for you to
be on time. When you arrive late for your shift, we are forced to ask someone
else to cover for you. This is an inconvenience for your coworkers and shows a
complete lack of respect for their schedules. And if we can’t find someone to
cover for you, then customers end up having to wait longer for a representative
to become available. How do you think that makes them feel about the
company?
– Not too good, I suppose.
– Certainly not. Now, Jane, I want you to accept this as a verbal warning. If you
are late again, I will be forced to issue you a written warning, which could lead to
your termination. Do you understand what I’m saying?
– Yes, ma’am.
65
Richard
– Richard, can I have a word with you?
– Sure, Sally. Is there a problem?
– Richard, it has come to my attention that you shared some confidential
information about an employee with other staff members. Do you know what I
am referring to?
– I think so.
– This kind of behavior undermines your relationship with your team. How do
you expect them to do their jobs well if they don’t trust you?
– I’m sorry, Sally. It was something that just slipped out.
– I’m afraid that’s just not good enough, Richard. As a manager, you must realize
that this is a serious breach of company policy.
– It won’t happen again, I assure you.
– It had better not. But because of the seriousness of this incident, I will have to
issue a written warning, which will be placed in your personnel file.
– I understand. It was my fault. And as I said, it won’t happen again.
66
Cindy and Tom
– Cindy, Tom. Thanks for coming to see me. I’m afraid I need to talk to you about
a somewhat delicate matter.
– Is it about us?
– Yes, Cindy. About you two. There have been some comments made about your
behavior. Now, I realize you two are very fond of each other, but certain behavior
is just not appropriate in the pharmacy.
– You’re not talking about our public displays of affection, are you?
– Well, yes, Tom. It makes some staff members feel uncomfortable. I gather it’s
still early days in your relationship?
– We’ve been dating for a couple of weeks.
– And that’s fine. There’s no policy against employees seeing each other.
Outside of work, you can do whatever you want, but in the pharmacy, we need to
keep things professional. Do you think you can do that?
– We’ll certainly try.
– Thank you. I hope this is the last I will need to speak on this matter.
67
– Did you hear the news? Allen was canned this morning.
– What?
– You know—axed, sacked, let go.

– You mean he lost his job?
– That’s it! Given the pink slip, made redundant, told his services were no longer
required.
– Got it. Understood. Message received.
Unit 39. Give praise and compliments

68
– Welcome back to The HR Update. I’m your host, Gary Wheeler, and in today’s
broadcast, we’ll be talking about rewards and recognition in the workplace.
Joining us is human-resource management consultant, Josh Littman. Josh, I’m a
bit confused. What exactly is the difference between a reward and recognition?
– Your confusion is understandable, Gary. Very often organizations use these
two terms together when, in fact, there are some very clear differences. First, let
me ask you a question: What do you think of when you hear the word reward?
– Personally, I think of money.
– And, in fact, many rewards are monetary in nature—bonuses, gift certificates,
profit-sharing plans.
– But there are nonmonetary rewards, as well, such as trips, gifts, and paid time
off.
– Of course. But notice, even the examples you mentioned could be given a
dollar value. And here we already see a couple of differences between rewards
and recognition. Rewards are tangible and consumable—once you’ve spent the
cash, gone on the trip, used your time off, the reward itself is gone. Recognition
is intangible and lasting—the feelings you get from recognition cannot be used
up. That’s yours forever.
– So, certificates and trophies are forms of recognition, not rewards.
– They are physical representations of recognition, although rewards may be
tied to them.
– OK, so in what other ways do the two differ?
– Rewards are a transaction: If you do x, you will get y.
– As we see in sales—if you exceed your quota, you will get a bonus.
– Exactly. And if we meet the criteria, we expect to receive our reward.
Recognition doesn’t work like that. You rarely hear someone say, “If you do x, y,
and z, you will be named employee of the month.” Recognition—especially
formal recognition—tends to come as a surprise.
– So, a simple “well done” could give someone the recognition they need.
– Verbal praise is one of the most common forms of recognition.
– Is there a difference between what we give rewards for and what we give
recognition for?
– Yes. It’s important to bear in mind that rewards are output-driven and tied to
performance. Recognition, on the other hand, is behavior-focused. It’s used to
reinforce positive behaviors in everyone—not just top performers.
Unit 40. Review

69
– Hi, Liz. This is Tony. When are you going to send me that information I
requested?
– Oh, sorry Tony. I forgot. I’ll send it to you later today.

70
– Have you ever been to Greenville, Mr. Hall?
– Yes, I have. In fact, I was there last year.
71
– Willis, have you spoken to the people at LCS yet?
– No, not yet. I have an appointment to see them tomorrow.
72
– Hello, Nancy! When did you get back from Rome?
– The day before yesterday, but I took a day off before coming back to work.
73
In general, the quality of my work is outstanding, and my organizational and
planning skills are quite good. If there’s one thing I excel at, it’s compiling and
analyzing information. I consider myself to be a fairly quick learner—it only took
me a matter of hours to become comfortable with the new reporting system we
implemented last month. One area I would like to work on is my communication
skills. I can get rather impatient with people if things aren’t going as quickly as
I’d like–and I tend to show this. For the most part, though, I get along pretty well
with everyone.

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Business English

NOW WITH ONLINE PRACTICE

Berlitz Languages, Inc.

Copyright© 2018 Berlitz Languages, Inc.

Berlitz Trademark Reg. U.S. Patent Office and other countries

First Digital Edition — August 2018

For use exclusively in connection with Berlitz language instruction.

Berlitz Languages, Inc.

Business English 6 Complete

To get the most of your English program, you should …

• attend all your scheduled classes

• do all online and customized practice assignments

• review each unit after class

• preview each unit before class

• practice speaking English anytime you can

• visit English websites to learn more about unit topics

• read English magazines, books, and newspapers

• watch videos, movies, and TV programs in English

• try to speak and learn more English every day!

We wish you great success with your English studies!

The Berlitz Team

©2018 Berlitz Languages, Inc. v

Student Guide Features

vi ©2018 Berlitz Languages, Inc.

The Student Materials Portal provides access to online and downloadable Student Guides,

©2018 Berlitz Languages, Inc. vii

SPEAKING GOAL PAGE TOPICS GRAMMAR

Assess the 5 Competition, products, Phrases for comparing / contrasting:

Discuss market 19 Market research I Modifying comparisons with as … as. For

Suggest courses of 27 Market research Making inferences / drawing

Report market 31 Survey results and however, in spite of, despite

viii ©2018 Berlitz Languages, Inc.

Handle problems in 35 Conference calls Echo questions for clarification. For

Interrupt to ask a 52 Conference calls: Reflexive pronouns vs. each other

Make apologies and 57 Conference calls: Past perfect (review). For example: By

Describe working 62 Workplace such vs. so

Talk about job 66 Job satisfaction Present and past participles as

Describe a process or 75 Production processes Passive voice to describe processes

©2018 Berlitz Languages, Inc. ix

Handle order 82 Customer complaints Past conditional. For example: If the

Request payment 87 Invoices, payments, Conditional constructions: In the event

Describe reactions to 108 Work-related stress Verbs of perception: to sound, to look, to

Describe ambitions 121 Organizational Idioms and expressions related to work

x ©2018 Berlitz Languages, Inc.

React to ideas, 126 Teamwork Subjunctive after to suggest,

Delegate tasks 130 Delegation Expressions with to make and to do

Discuss travel 134 Travel Stating preferences: to prefer + to,

30 Review 144

Discuss how to build 161 Customer loyalty Future progressive (review) (extension).

©2018 Berlitz Languages, Inc. xi

Expressions to describe frustration and

Communicate 170 Email communication Replacing phrases with verbs, adjectives,

Ask for and offer 176 Mistakes Pointing out errors

Explain the 181 Appraisals Expressions with matter. For example:

Assess (your) 185 Employee pretty, fairly, quite, and rather +

xii ©2018 Berlitz Languages, Inc.

Word Power: compliment vs.

40 Review 197

Complete Audio A-1

©2018 Berlitz Languages, Inc. xiii

In this lesson you will ...

Describe your company’s current

threat to survive Unreal (2nd) conditional (review). For example: If

– Have you done a SWOT analysis recently?