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Berlitz Biz English 6 (Complete) SG
Berlitz Biz English 6 (Complete) SG
NEW
6
COMPLETE
ISBN 978-1-62284-846-1
B1.2
9 781622 848461
Business English
6
COMPLETE
We would like to thank the many Berlitz instructors and staff who have
contributed to the creation of this course.
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ISBN: 978-1-62284-846-1
Berlitz English is the fastest, the most practical, and the most enjoyable way to learn English.
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.
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.
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.
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.
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
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?
10 Review 39
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.
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
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)
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.
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)
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.
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.
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.
WARM-UP
©2018 Berlitz Languages, Inc. Describe your company’s current position • Unit 1 | 1
VOCABULARY & EXPRESSIONS
competition consumers delivery economy finances legislation marketing
politics pricing production products staff technology the market
Internal factors External factors
LISTENING 1
What external factors does the consultant mention? Opportunity Threat
2 | Describe your company’s current position • Unit 1 ©2018 Berlitz Languages, Inc.
VOCABULARY & EXPRESSIONS
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
WARM-UP
LANGUAGE FOCUS
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.
Tip! unequaled
unequalled
My notes
Us vs. them
Other:
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock, Age Fotostock, Age Fotostock,
Age Fotostock
WARM-UP
My notes
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
VERB + ADVERB ADJECTIVE + NOUN
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
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
Role 1A
Describe this graph to your partner.
Role 2A
Describe this graph to your partner.
My notes
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Berlitz, iStockphoto, iStockphoto, ©2018 Berlitz Languages, Inc. All rights reserved.
iStockphoto, Berlitz, Berlitz, Berlitz, Berlitz
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
My notes
LANGUAGE FOCUS
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
PREDICTION LIKELIHOOD
Company
Department
Job
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Thomas Stefflbauer, Getty Images, Getty ©2018 Berlitz Languages, Inc. All rights reserved.
Images, Getty Images, Getty Images
WARM-UP
Market segmentation
Geographic Segmentation Product
Countries / Regions
Town Size / Population Density
My notes
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
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:
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.
WARM-UP
My notes
©2018 Berlitz Languages, Inc. Create and ask market research questions • Unit 6 | 23
VOCABULARY & EXPRESSIONS
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
• 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
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?
©2018 Berlitz Languages, Inc. Create and ask market research questions • Unit 6 | 25
PERFORMANCE
Product or service:
Purpose of survey:
Survey method:
Question 1:
Response options:
Question 2:
Response options:
Question 3:
Response options:
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
WARM-UP
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
PERFORMANCE
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
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): iStockphoto, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
WARM-UP
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.
b.
Practically none
c.
Just over 80%
d.
Nearly half
e.
Approximately three-quarters
f.
Nine out of ten
g.
Almost two-thirds
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.
c. Alternative medicine: 55% use herbal remedies regularly 28% have tried alternative therapies
LISTENING 6
My survey results
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
WARM-UP
My notes
©2018 Berlitz Languages, Inc. Handle problems in telephone and online meetings • Unit 9 | 35
VOCABULARY & EXPRESSIONS
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.
GRAMMAR
Could you rephrase that for me? We should send you the report by
when?
36 | Handle problems in telephone and online meetings • Unit 9 ©2018 Berlitz Languages, Inc.
LISTENING 7 • 8 • 9
• 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:
• 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:
• 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:
LISTENING 10 • 11 • 12 • 13 • 14
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
GOAL 01
GOAL 02
a cut above second When it comes way ahead As far as In terms of top-notch
beat
My notes
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
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
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 !
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
GOAL 08
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
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
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.
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.
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
Role A
Make predictions and forecasts about the following:
Prediction Likelihood
When you are ready, compare your predictions with your partner’s.
Role B
Make predictions and forecasts about the following:
Prediction Likelihood
When you are ready, compare your predictions with your partner’s.
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 06
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:
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.
GOAL 07
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.
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
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.
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
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
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
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 turn
1. To all participants: Please familiarize with the agenda before our call.
3. At first, I thought Dave was taking to . Then I realized he was on the phone.
©2018 Berlitz Languages, Inc. Interrupt to ask a question or make a comment • Unit 11 | 53
VOCABULARY & EXPRESSIONS
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
54 | Interrupt to ask a question or make a comment • Unit 11 ©2018 Berlitz Languages, Inc.
PERFORMANCE
A conference call
FR Admin – Corp
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
▶ 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 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.
56 | Interrupt to ask a question or make a comment • Unit 11 ©2018 Berlitz Languages, Inc.
UNIT 12
WARM-UP
My notes
GRAMMAR
Past perfect
– 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.
Where is everybody?
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.
Time zones
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock, Age Fotostock, Getty ©2018 Berlitz Languages, Inc. All rights reserved.
Images, Getty Images, Getty Images, Berlitz, Berlitz,
iStockphoto
WARM-UP
My notes
GRAMMAR
such + adjective + noun He had such a dark office. With such bad light, he could
hardly see.
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.
LISTENING 24
B. Beyond color
1. Carpeting not only adds visual softness, it .
PERFORMANCE
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.
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Jupiter Images, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock
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
My notes
Satisfied or satisfying?
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.
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.
Focus group
My notes
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Getty Images, Shutterstock ©2018 Berlitz Languages, Inc. All rights reserved.
WARM-UP
©2018 Berlitz Languages, Inc. Describe job perks and benefits • Unit 15 | 71
VOCABULARY & EXPRESSIONS
LISTENING 28
My notes
72 | Describe job perks and benefits • Unit 15 ©2018 Berlitz Languages, Inc.
GRAMMAR
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
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
WARM-UP
Describing a process
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
Create a bullet list, a simple flowchart, or a diagram to describe the process. Then present it
to your classmates.
Word Power
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): iStockphoto, iStockphoto, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
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
78 | State concerns and discuss causes of production problems • Unit 17 ©2018 Berlitz Languages, Inc.
LISTENING 29 • 30 • 31
Loading dock:
Assembly line:
loading bay
– 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%.
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?
• retrain staff
• add shifts
Your meeting will start shortly. Take a few moments to think about what you will say.
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
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
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
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
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
84 | Handle order complaints and problems • Unit 18 ©2018 Berlitz Languages, Inc.
VOCABULARY & EXPRESSIONS
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
Complaint:
Resolution:
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): iStockphoto, iStockphoto, iStockphoto, ©2018 Berlitz Languages, Inc. All rights reserved.
iStockphoto
86 | Handle order complaints and problems • Unit 18 ©2018 Berlitz Languages, Inc.
UNIT 19
Request payment
Vocabulary & Expressions Language Focus
WARM-UP
My notes
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.
My notes
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.
– 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
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.
Payment terms
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.
Review
OBJECTIVES LADDER
Request payment
GOAL 11
GOAL 12
By the time I called the customer, he had already canceled the order
GOAL 13
So or such?
-ed or -ing?
1. We were all very to hear Lena was leaving the company.
a. surprised b. surprising
3. These sales figures are very , and I’m rather about them.
a. disappointed … worrying b. disappointing … worried
GOAL 15 32 • 33 • 34 • 35
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
GOAL 19
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
GOAL 11
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
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.
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.
My notes
Benefits
FR [email protected] FR
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
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
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.
•
•
•
•
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.
TO
SUBJECT
WARM-UP
©2018 Berlitz Languages, Inc. Present ideas for promoting safety at work • Unit 21 | 103
VOCABULARY & EXPRESSIONS
LISTENING 36 • 37 • 38
Type of injury
Body part(s)
Cause
104 | Present ideas for promoting safety at work • Unit 21 ©2018 Berlitz Languages, Inc.
GRAMMAR
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
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.
©2018 Berlitz Languages, Inc. Present ideas for promoting safety at work • Unit 21 | 105
PERFORMANCE
My notes
106 | Present ideas for promoting safety at work • Unit 21 ©2018 Berlitz Languages, Inc.
Word Power
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock, Age Fotostock, Age Fotostock,
PhotoDisc
©2018 Berlitz Languages, Inc. Present ideas for promoting safety at work • Unit 21 | 107
UNIT 22
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
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!”
LANGUAGE FOCUS
Verbs of perception
My notes
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
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
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
VOCABULARY & EXPRESSIONS
GRAMMAR
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).
114 | Discuss time management strategies • Unit 23 ©2018 Berlitz Languages, Inc.
How soon will you have the new server installed?
Word Power
©2018 Berlitz Languages, Inc. Discuss time management strategies • Unit 23 | 115
PERFORMANCE
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
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.
LISTENING 40 • 41 • 42 • 43
LANGUAGE FOCUS
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.
My notes
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock
WARM-UP
My notes
©2018 Berlitz Languages, Inc. Describe ambitions and aspirations • Unit 25 | 121
READING
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
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
©2018 Berlitz Languages, Inc. Describe ambitions and aspirations • Unit 25 | 123
LISTENING 44 • 45 • 46
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
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
©2018 Berlitz Languages, Inc. Describe ambitions and aspirations • Unit 25 | 125
UNIT 26
WARM-UP
My notes
126 | React to ideas, comments, and suggestions • Unit 26 ©2018 Berlitz Languages, Inc.
LISTENING 47
GRAMMAR
©2018 Berlitz Languages, Inc. React to ideas, comments, and suggestions • Unit 26 | 127
Tip! The subjunctive form is rarely used in British English.
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.
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
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
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.
©2018 Berlitz Languages, Inc. React to ideas, comments, and suggestions • Unit 26 | 129
UNIT 27
Delegate tasks
Vocabulary & Expressions Language Focus
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
My notes
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.
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?
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
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
GRAMMAR
When would you prefer to leave? Where would you prefer to stay?
accommodation; travelling
Travel Accommodations
Mode of transportation Type of accommodations
Ticket price Room rate
Convenience Rating
Travel time Location
Departure time Amenities
mode of transport
My notes
My notes
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): iStockphoto, Age Fotostock, Age Fotostock, ©2018 Berlitz Languages, Inc. All rights reserved.
Age Fotostock
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
★★★★
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.
My notes
My notes
safety / security
PERFORMANCE
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Berlitz, Berlitz, Age Fotostock ©2018 Berlitz Languages, Inc. All rights reserved.
Review
OBJECTIVES LADDER
Delegate tasks
GOAL 21
2. Tim’s doctor urged him b. not to sit in front of the computer for
hours and hours.
GOAL 22
GOAL 24
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
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
Make or do?
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.
YOUR TURN!
GOAL 21
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 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.
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
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?
4.
5.
GOAL 26
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.
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
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:
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.
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.
WARM-UP
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
©2018 Berlitz Languages, Inc. Describe the service-profit chain • Unit 31 | 157
READING
• 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
158 | Describe the service-profit chain • Unit 31 ©2018 Berlitz Languages, Inc.
CONSOLIDATE & APPLY
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, Berlitz, Berlitz ©2018 Berlitz Languages, Inc. All rights reserved.
160 | Describe the service-profit chain • Unit 31 ©2018 Berlitz Languages, Inc.
UNIT 32
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
VOCABULARY & EXPRESSIONS
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.
No problem. I’ll take care of Let me help you with Let me confirm your order and
that right away. that. contact information.
LISTENING 54 • 55 • 56 • 57
162 | Discuss how to build customer loyalty • Unit 32 ©2018 Berlitz Languages, Inc.
READING
My notes
©2018 Berlitz Languages, Inc. Discuss how to build customer loyalty • Unit 32 | 163
PERFORMANCE
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
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
©2018 Berlitz Languages, Inc. Talk about what annoys or frustrates you • Unit 33 | 165
LISTENING 58 • 59 • 60
cc’ing everyone overly long emails email when a call is emails with one-
more appropriate word responses
166 | Talk about what annoys or frustrates you • Unit 33 ©2018 Berlitz Languages, Inc.
GRAMMAR
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.
now then
today that day
→
tonight that night
this morning that morning
©2018 Berlitz Languages, Inc. Talk about what annoys or frustrates you • Unit 33 | 167
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
My notes
168 | Talk about what annoys or frustrates you • Unit 33 ©2018 Berlitz Languages, Inc.
Word Power
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Getty Images, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock, Age Fotostock
©2018 Berlitz Languages, Inc. Talk about what annoys or frustrates you • Unit 33 | 169
UNIT 34
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
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.
Useful Expressions
My notes
5. the package I sent you last week. e. I would like to follow up on our
discussion
7. about the plans for the Florida g. Just checking to see if you received
office.
GRAMMAR
ADJECTIVES / POSSESSIVES INSTEAD OF PHRASES
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
TO
SUBJECT
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Berlitz, iStockphoto ©2018 Berlitz Languages, Inc. All rights reserved.
WARM-UP
My notes
176 | Ask for and offer assistance • Unit 35 ©2018 Berlitz Languages, Inc.
READING
Proofed letter
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
looking forward to seeing you.
Sincerely,
Paul Tan
178 | Ask for and offer assistance • Unit 35 ©2018 Berlitz Languages, Inc.
LANGUAGE FOCUS
Homonyms are words that sound the same but are spelled differently and have different
meanings. Here are some examples.
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?
– 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)
©2018 Berlitz Languages, Inc. Ask for and offer assistance • Unit 35 | 179
PERFORMANCE
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
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Getty Images ©2018 Berlitz Languages, Inc. All rights reserved.
180 | Ask for and offer assistance • Unit 35 ©2018 Berlitz Languages, Inc.
UNIT 36
WARM-UP
©2018 Berlitz Languages, Inc. Explain the performance appraisal process • Unit 36 | 181
VOCABULARY & EXPRESSIONS
LANGUAGE FOCUS
182 | Explain the performance appraisal process • Unit 36 ©2018 Berlitz Languages, Inc.
VOCABULARY & EXPRESSIONS
What is assessed?
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
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.
184 | Explain the performance appraisal process • Unit 36 ©2018 Berlitz Languages, Inc.
UNIT 37
WARM-UP
My notes
Rating scale
LISTENING 61 • 62 • 63
Communication Skills
Cooperation
Dependability
Initiative
Job Knowledge
Judgment
Planning / Organization
Productivity
Work Quality
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.
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.
Self-assessment
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): iStockphoto ©2018 Berlitz Languages, Inc. All rights reserved.
WARM-UP
GRAMMAR
READING
A warning letter
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.
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
1. 5.
2. 6.
3. 7.
4. 8.
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
within this unit): Age Fotostock, Age Fotostock, Age ©2018 Berlitz Languages, Inc. All rights reserved.
Fotostock
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
LISTENING 68
Reward or recognition?
Rewards are … Recognition is …
• •
• •
• •
• •
• •
• •
194 | Give praise and compliments • Unit 39 ©2018 Berlitz Languages, Inc.
VOCABULARY & EXPRESSIONS
– 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
– Can you come back later? I have my hands full right now.
– Would you like me to give you a hand?
– 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
ONLINE PRACTICE
Unit Photo Credits (listed from beginning-to-end, left-to-right Business English 6 (GBE) Complete
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
GOAL 31
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
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
GOAL 34
Concise messages
Is this right?
1. Perhaps a period would be more a. “their” not “they’re,” didn’t you?
appropriate here
5. This may be a typo. I think you meant e. the first word of the first paragraph.
GOAL 36
no matter an important matter a matter of time a matter for concern what matters most
My notes
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
2. What time is the meeting next week? b. I think we should look for another
supplier.
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.
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
My notes
GOAL 31
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
• 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.
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.
GOAL 33
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.
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
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
Self-assessment
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.
• how much his / her work has improved over the last year