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Audible Business English dialogues 29.12.19With additional materialEpisode 1: Getting a Job, CVDialogue 1: Bad CVIn this episode, John, Robert and Dany discuss a CV:CURRICULUM VITAEName: Tony RussoAddress: Living with my mum.Age: Don't be personal!Sex: Not very often.Education?St Mary's School.Went to school but I didn't get any qualifications. / I only got one qualification: a certificate in woodwork.Work ExperienceSmith's Bakery?I used to make the cakes and I swept up. Sometimes I would get free cakes or bread. It was OK, but I didn't get on with the boss, so he sacked me.Greasy Nuts Car Repairs?I worked as a mechanic at a garage for about 6 months. I liked the work, but I got sacked because the boss accused me of stealing the spanners, which wasn't true.Mr Smith's Newspaper Shop?I delivered newspapers every morning before going to school. I had to wake up when it was still dark.Skills?I can juggle and I can play "God Save the Queen" on a comb and a piece of paper.I'm also quite good at making cocktails.Hobbies?I usually sleep and go to the pub when I'm not working. Sometimes I ride my bike round town. I like making things out of wood. I made a bird box once and put it in a tree in the garden.Episode 1: Getting a Job, CVDialogue 2: Good CV (corrected)CURRICULUM VITAEName: Tony RussoAddress: 16 New Road, Manchester?Age: 23Sex: MalePersonal Profile?I am a practical and hard-working professional with a range of technical skills. I am adaptable and able to work well under pressure.Education?St Mary's School, Manchester?Qualifications gainedCertificate in Woodworking?Work ExperienceSmith's Bakery?I was responsible for the production of cakes at this company. My other duties included maintaining the production area and working closely with the management to ensure the quality and consistency of the products.Greasy Nuts Car Repairs?At this garage specialising in car repairs, my duties included engine testing and maintenance, carrying out oil changes, replacing tyres and ensuring that all vehicles reached the required levels of safety and quality. I improved my knowledge of car maintenance and worked well with a team of engineers and assistants to provide excellent service to customers.Other jobs?I worked part-time for a newspaper distribution service. I ensured that customers received their newspapers regularly and on time.Skills?I am able to work well with wood and metal. In addition to my carpentry skills, I have an excellent knowledge of car engines and I am able to understand and work with a range of mechanical processes.I can juggle and I can play "God Save the Queen" on a comb and a piece of paper.Hobbies?In my free time, I am a keen conservationist. I use my practical skills to help wildlife and create nesting habitats for wild birds. I am also an enthusiastic cyclist and I like to keep fit by going on bike rides whenever possible.Language SkillsEnglish native speaker?Italian beginner?Computer Skills?I am currently improving my computer skills and I have recently enrolled on a course to develop my computing abilities.Clean driving licence?I hereby give my permission for my data to be processed according to Italian / EU law.--ADDITIONAL MATERIAL: Writing your CVNot just your CV!Writing your CV is really important – but it’s not everything! You also need to research the jobs market and choose a career that is best for you. There are a lot of jobs to choose from! Perhaps you would like to work in catering as a cook or a chef. Maybe you would be happy working in construction, building houses and offices. Or you could be suited to working in a factory, in agriculture or a completely different sector. Choose the type of work you want to do and then apply to companies for jobs that you think you will find satisfying.The perfect CVThere are so many things you can add to your CV to make it interesting to an employer. You might decide to add your photo – although some employers prefer it if you don’t. You can have a separate section for your skills. If you have published articles or books, include those. Don’t forget to include detail of any volunteering you have done. Some people also add a section on their achievements. The most important thing is to check your CV and make sure there aren’t any mistakes. It has to be perfect!Other ways of finding workOf course, a lot of people find a job by sending their CV to a company but there are other ways of discovering if there is work available. The most obvious one is to ask people you know and see if any companies are hiring people. You might also contact an employment agency because they are always looking for people. Some people even advertise that they are available for work or make a video about themselves and post it on the internet. You can also just walk into companies and ask if they’re looking for staff: restaurants, shops and hotels always need people but if you do ask for a job directly they will still probably want to see your CV. Tips for writing your CVTry and write your CV on one page maximum 2 pagesWrite your name and contact details at the topInclude a personal profile to make your CV different from other people’sInclude information about your previous jobsList the jobs you have done in reverse order, starting with your current jobAdd details of your education and qualifications Don’t forget your hobbies and free-time interestsBe positive about the companies and people you’ve worked forCheck your CV before you send it! Ep 2. Getting a job, writing a covering letterDialogue 1: Bad covering letter?Julia is applying for a job in an office?Hello,?How are you? I really need a job and I thought it would be quite easy to get one at your company because my sister and my uncle work there, although they don't really like it.I've never worked in an office, but it can't be that difficult, can it? I know some really stupid people who work in offices. Even though the work is probably quite boring, I think I'll be able to do it.I've never had a job before and I haven't got any qualifications. I don't really like other people and I don't like anyone telling me what to do.Anyway, if you want to give me the job, I won't mind. You can tell my sister or my uncle and they'll tell me. I don't usually reply to emails.Don't worry if you want to give the job to someone else. It won't be the end of the world for me.Bye,Julia?Ep 2. Getting a job, writing a covering letter,Dialogue 2: Good covering letter?Dear Sir / Madam,I would like to apply for the position of Office Assistant advertised on your company's website. I am a highly-motivated and committed professional with a passion for working as part of a team.As you can see from my attached CV, I have a lot of experience working as a volunteer with the Red Cross. This has enabled me to learn important skills, such as working in teams and how to communicate clearly. I am also used to dealing with stressful situations.Although I have not worked in a corporate environment before, I am very enthusiastic and willing to learn. I am currently attending a computer course and improving my ability to use business English.I will be very happy to come for an interview at a convenient time.Yours faithfully,Julia Jones ?ADDITIONAL MATERIAL: Covering letterWhy do you need a covering letter?When you send your curriculum vitae to an employer, it’s not enough to just send on its own. You need to introduce yourself, tell the potential employer which job you would like to apply for and say why you are the optimum candidate for the position. Your covering letter is an opportunity to point out the most important or relevant sections of your CV and demonstrate that the best person to do the job advertised is you!What should you highlight?Obviously, your abilities to do the job are really important. For example, if you want to work in the construction sector, perhaps as a builder or a site manager, then you need to show that you have the skills that are required. In the case of a builder, this could include your ability to do particular tasks or use specialised equipment. Another factor that you should accentuate is the experience that you have. Ideally, this will relate to the job being proposed, for example, if the position is for catering staff, you can discuss your previous jobs in hotels or restaurants, working perhaps as a chef, cook, waiter, waitress or managing staff.How can you improve your covering letter Don’t write a covering letter that is too long! A few paragraphs will be fine. Start by saying which position you are applying for add a short introduction about yourself. You don’t need to go into too much detail. Your main aim in sending a covering letter is to make the reader interested enough to read your CV. If the recruiter likes what they read in your covering letter, they will look at your CV. The decision to call you for an interview depends on the recruiter’s reaction to your CV. Remember to include a section in your covering explaining why you are the person with the best combination of abilities and experience. You can talk in more detail about yourself in the interview.Tips for writing your covering letterMake sure your covering letter is sent to the right personDon’t make your covering letter too longUse paragraphs for each section: introduction, why they should choose you, etcInclude some information about the job you want to apply forIntroduce yourself and talk about your professional backgroundEmphasise the reasons why the employer should select youDirect the attention of the reader to the most important parts of your CVAdd extra information that helps to differentiate you from other candidatesTell the employer about availability to attend an interviewDon’t forget to attach your CV when you send the covering letter!Ep 3. Getting a job – doing a job interview 1Bad Job InterviewFred has got a job interview at a factoryInterviewer: Mr Brown??Fred: Who wants to know?Interviewer: Oh, I'm the Human Resources manager. Are you here for the interview?Fred: Yes, but can we do this quite quickly? I'm going out this afternoon.?Interviewer: Yes, I don't think it will take very long. Please, have a seat.(They sit down.)Interviewer: So, let's start. Can you tell me about yourself?Fred: Me? Well, I'm Fred Brown. I'm looking for a job.Interviewer: I see. How old are you?Fred: I'm 30.Interviewer: And what experience have you got?Fred: Experience? I went water-skiing once... and I had an operation on my foot. That was quite an experience.Interviewer: No, I meant work experience. What jobs have you done?Fred: Oh, I see. Well, I used to work in a shop. I hated that. It was really boring.?Interviewer: I see.Fred: And once I worked at a car park. I had to make sure people paid and that no-one tried to steal the cars.Interviewer: OK, so you don't have any experience of working in a factory, then?Fred: No, but my Uncle Jack used to work in a factory. He hated it.Interviewer: All right, so why do you want this job?Fred: I don't really - but I've got to find a job and I thought this place probably isn't too bad.Interviewer: OK, well, what skills have you got?Fred: Skills?Interviewer: Yes, what can you do?Fred: Oh, I see. Well, I can play the piano.Interviewer: Hmm. Ok. Anything else?Fred: I can move my ears. Look.Interviewer: Oh, yes. That's very impressive. Probably not very useful in a factory making computers, though, is it?Fred: Computers? I thought this was the sausage factory.Interviewer: No, that's next door.Fred: Oh, well, I'll go there then. I might get some free sausages.Interviewer: Yes, I think that's an excellent idea. Good luck.Fred: Thanks.Ep 3. Getting a job – doing a job interview 1Good job interviewFred knocks on the door of the HR Manager?Interviewer: Come in!Fred Brown: Good morning. I'm Fred Brown. I'm here about the position as Quality Control inspector.Interviewer: Yes, of course, come in, Mr Brown. Have a seat, please.?Fred: Thanks.Interviewer: Well, thanks for sending us your CV. I wonder if we could start by finding out about you.Fred: Yes, of course. Well, I'm a dynamic and resourceful person. I learn very quickly and I like to work as part of a team.Interviewer: That's excellent. So, can you tell me about your previous experience??Fred: Yes, of course. Well, I've had a number of jobs. I used to work in retail and I also had a position managing payments and security at a car-parking facility.?Interviewer: OK, I see from your CV that you don't have any experience of working in manufacturing or quality control.Fred: Well, yes, that's true, but as I said, I'm a very resourceful person and I can learn new skills quickly.Interviewer: Well, that's good, because you'll get full training for this position.Fred: Oh, that's excellent.Interviewer: Can you tell me about your skills?Fred: Yes, of course. Well, I'm a very practical person and I'm an excellent time manager. I'm good at maths and I can communicate well with other people.Interviewer: OK, that sounds good. Do you have any knowledge of computers?Fred: Actually, I'm quite interested in electronics and I did an introductory course in computer programming online.Interviewer: Oh, well, that's great! That will certainly be very useful. Now, I've just got one more question: Why do you want this job?Fred: Well, I would like to work in the manufacturing sector and this job would allow me to use my skills and knowledge. I would also like a new challenge and I think I can make a positive contribution to your company.Interviewer: OK, well, that's excellent. So, thank you for coming to see us and we'll contact you soon.Fred: Thanks very much for taking the time to see me.?Interviewer: You're welcome. Hope to see you soon.Fred: So do I!Ep. 4 - Getting a job – doing a job interview 2Job interview, empowered candidate? Judith: Excuse me, are you the Human Resources person?Henry: Er, yes, Madam. Jonathan Fluffer. How can I help you?Judith: Well, my name is Judith Crusher and I was asked to come here for an interview at precisely 2 o'clock. It is now seven minutes past two and no-one is here to interview me.Henry: Oh, sorry about that. I just got back from lunch. Er, well, why don't you take a seat and I'll interview you. Would you like some coffee?Judith: No, thank you. I NEVER drink coffee. Or tea. They're both poison for the body.Henry: Really? Oh, well, let's just start then. Can you tell me about yourself.Judith: Yes, of course. I am a VERY experienced secretary. I doubt anyone has my level of experience, in fact. I have worked for exactly SEVEN managers - and apart from the fourth one, Mrs Rogers - they were ALL terrible managers and didn't know how to do ANYTHING apart from ask for help, which, of course, I provided. Only Mrs Rogers was really professional. Not surprising, is it??Henry: Er, why not??Judith: Because she was a WOMAN, that's why.Henry: Oh, I see. Hm, well can you tell me what you know about our company?Judith: I am very familiar with your company. Your chief executive was sacked last year because he was stealing money. Your general manager is an idiot. Like most men. In fact, the only really competent person in your senior management team is...Henry: Let me guess. Susan Kennedy.Judith: Yes, exactly. How did you know I was going to say it was her?Henry: Er, because she's a woman, I suppose.Judith: Yes, that is correct. She is a woman - and an EXCELLENT manager.Henry: Hmm, so, Judith...Judith: Ms Crusher, please. Not even my husband called me Judith until we had been married for 7 years.Henry: Oh, so you're married?Judith: I WAS married. I am now divorced.Henry: Oh, I can't imagine why...Judith: Mr Fluffer, I would like to ask YOU a question.Henry: Oh, yes, of course. Is it about the salary?Judith: No, my question regards YOU.Henry: Oh.Judith: You are responsible for recruitment in this company, aren't you??Henry: Er, yes, I am. That's what we do in Human Resources. We recruit new people.Judith: And I see from your company's annual employment survey, there are currently 752 men working here but only 257 women. And there are TEN more male managers than female managers.Henry: Yes, we'll we are trying to appeal more to female workers and...Judith: That is NOT acceptable, Mr Fluffer! Do you think I could work in such a sexist organisation as this?Henry: No, of course not.Judith: Well, Mr Fluffer, that's where you're wrong. I COULD work here - and I WILL. Someone has to change the culture of this company. When do I start?Henry: Hm, well, er... how about next week??Judith: Make it this week. Thursday would be perfect.Henry: Oh, all right then. Thursday it is. Welcome to the company, Ms Crusher.Judith: Thank you, Mr Fluffer. Please excuse me. I must make sure my office is ready by Thursday morning. I shall see you at 8 am - precisely. Goodbye.Henry: Er... Oh, goodbye. / Good-... Oh, she's gone...Ep. 4 - Getting a job – doing a job interview 2Job interview 2 (less stroppy)Judith Crusher: How do you do, Mr Fluffer? I'm Judith Crusher.?Jonathan Fluffer: How do you do, Ms Crusher. Please, have a seat.Judith: Thanks.Jonathan: So, thank you for sending us your CV, Judith. Is it OK if I call you Judith?Judith: Yes, of course.Jonathan: Well, you're obviously highly experienced.Judith: Yes, I've worked for a number of managers at different companies.Jonathan: Yes, I can see that. Well, tell me a bit about yourself.Judith: OK, so, I've been working as a secretary and management assistant for almost twenty years. I've got excellent communication skills and I'm also a very able time manager.Jonathan: Oh, that's good. It's really important in this job to be able to meet deadlines.Judith: Yes, I'm sure it is. I'm also highly organised and able to work well under pressure. I also like working as part of a team.Jonathan: OK, well, that's great. So, what do you know about our company?Judith: Well, TZP is a leading manufacturer of luxury widgets. In fact, I think you're the second-largest in Europe.Jonathan: Third largest, actually, but we're trying to get there!Judith: Oh, I'm sure you will. I also know that last year your company announced a commitment to increase the number of women managers, especially at senior levels.?Jonathan: Yes, I'm afraid there are still more men than women in the company, especially in management - but we're working on improving the situation.Judith: Of course. It takes time.Jonathan: Yes, it does. So, is there anything you'd like to ask me?Judith: Er, as a matter of fact, there is. It's not really a question, it's?more of an observation.Jonathan: OK, go ahead. What is it?Judith: Well, that last dialogue actually seemed a lot funnier than this one.Jonathan: Yeah, this one's not really funny at all, is it?Judith: No, it isn't - and another thing is, I actually got the job in the first one, didn't I?Jonathan: Yes, you did. I'm afraid I can't offer you the job immediately this time. We've still got some other candidates to interview. But as soon as we make a decision, we'll let you know.Judith: OK, that's fine. I'll look forward to hearing from you.Jonathan: We'll be in touch.Judith: So, do you think the rest of the dialogues are going to be as serious as this.Jonathan: I hope not.Judith: Do you you want to see my tattoo? It's really unusual.Jonathan: Oh, go on, then, let's have a look.... OH MY GOD!! That's amazing!?Judith: Thanks.Jonathan: I didn't know you could get a tattoo on your...John: Right, that's it! / That's enough....You're lucky this is Audible... Rob, why have you taken YOUR trousers off when Dany's showing you HER tattoo??Rob: Er, that's a good question...Additional Material: Job interviewsGetting ready for your job interviewA really important thing to take into consideration when you attend a job interview is your outfit: what are you going to wear? To make a good impression, men should wear a suit with a shirt and tie. Women should wear a business suit, a blouse and heels (tacchi). Ensure that you arrive at the company building with enough time to reach the interview room. Make sure that you aren’t late! It’s also advisable to discover useful facts and information about the company. You can use these during the interview to demonstrate that you know something about the organisation.During your job interviewWhen you first meet your interviewer, shake hands and smile! Listen carefully to the questions they ask you and aim to reply as fully as you can. Of course, if there is a difficult question and you aren’t sure about how to answer, you can ask the interviewer to explain what they mean. Most importantly, never invent or create any information that is not true. But if there is something in your profile or work history that isn’t very impressive you can stretch the truth a little bit. For example, if you were given responsibility over a group of people for a temporary period while your manager was absent, you can say that you have some management experience, even if you were only in charge for a short time. Aim to make a good impression on the interviewer and talk in a positive way about your experiences.Other ways that you can make a good impressionTalk about your abilities and demonstrate how the jobs you have done before have some relevance to the position you want. Tell the interviewer about things you have achieved, for example, if your previous job was in sales, explain how you increased the number of items sold or reached a specific target. Establish a good relationship with the interviewer and talk in a friendly way but don’t be too informal. At the end of the interview, say “thank you” and shake hands again with the interviewer. Leave them with a positive impression. Job interview tipsBe on time and report to the Reception desk of the company.Make sure you have a copy of your CV in case you need it.Smile and shake hands with the interviewer.Answer the interviewer’s questions in a confident way.Demonstrate that you have the abilities required to do the job.Don’t lie – but you can emphasise certain things in your profile.Research the company and have some facts and information ready. Be prepared to ask your own questions when you have an opportunity.Tell the employer when you are able to start working.Thank the interviewer and always remember to SMILE!Ep. 5 Starting work at a new companyBad startIt's Bill's first day at work?Bill: Are you my new boss?Alison: Yes. I'm Alison Reed. I manage the Sales Department.Bill: Oh. Well, I'm Bill Wright. What time's the break? I'm not used to waking up this early. I really need a coffee!Alison: Well, you can get a coffee any time you want. There are vending machines on every floor.?Bill: That's good.?Alison: Would you like to meet your new colleagues??Bill: Yeah, I suppose so. Where are they??Alison: Well, we all work on the 2nd floor in the Sales Department.Bill: You know, I actually hate salespeople. They're so superficial.Alison: Well, this is a sales job - so, almost everyone you work with is a salesperson.Bill: Can I do something else? I don't really want to work in Sales.Alison: Well, you applied for this job, so you'll have to do for it at least six months. Then, maybe, you can think about transferring to another department - if there's a vacancy.Bill: My God! This place is really strict! In my last job, the Managing Director let me do whatever I wanted.Alison: Really, well, why did you leave?Bill: Well, one day he called me into his office and said "It's time for you to leave here. Go and find a job in another company."Alison: Oh, that sounds really extreme. What did you say?Bill: I said, alright. I'll go and find a job somewhere else. Thanks for nothing, Dad.Ep. 5 Starting work at a new companyFirst day - good?Bill Wright: Ms Reed? I'm Bill Wright, the new Sales Assistant.Alison: Oh, it's great to meet you.?Bill. Please call me Alison. We all use first names here.Bill: OK, Alison.?Alison: So, let me just explain what will happen this morning. First, I'll introduce you to the team.Bill: Great! I'm really looking forward to meeting my new colleagues!?Alison: Fantastic! I'm sure you'll get on really well with everyone here. People say it's like a family here.Bill: Oh, well, actually, I've worked quite a lot in a family company - but I'm glad you said "like" a family. That's much better.Alison: Yeah. That's probably true. So, after you've met every, I'll show you your desk and explain your duties.Bill: OK. That's great.Alison: And we usually all go out to lunch together. There's a very nice little Italian bar near the office.Bill: Oh that would be nice. It's always good to get to know the people in your team, isn't it??Alison: Exactly!?Bill: And I love Italian food.Alison: Excellent! Right, come and meet the team.Bill. OK!?Ep. 6 First day at work – trainingFirst day at work – Health and Safety instructionVicky, a Health and Safety Officer, is showing a new recruit, Brian, some of the safety features in the company...Vicky: So, you've learnt about the company's Healthy and Safety policy, now I'm going to explain to you what happens if there's a fire.Brian: OK.Vicky: Well, on this floor there are two fire exits. One is here and the other is at the end of this corridor.Brian: Right, two fire exits.Vicky: In the event of a fire, DON'T use the lifts. Take the stairs, instead.Brian: OK, no lift. Take the stairs.Vicky: The fire doors must ALWAYS be shut.?Brian: Right.Vicky: And there are fire alarms everywhere: you have to smash the glass.Brian: OK, smash the glass.Vicky: There are fire extinguishers throughout the building. Make sure you use the right extinguisher.Brian: Er, sorry, what do you mean? I thought all fire extinguishers are the same.Vicky: No, these red ones contain water. The black ones are filled with CO2. These are for electrical fires.Brian: Oh, OK. I didn't know that.Vicky: If you use water on an electrical fire, it could make it worse.Brian: Oh, all right.Vicky: When you leave the building, go to the assembly point.?Brian: Where's that?Vicky: For your department, the assembly point is in the North Car Park.Brian: OK, well, I feel a lot safer now. Thanks!Vicky: You're welcome. Now, I'll take you back to the training room. There's a talk on staying healthy at work.Brian: Oh, all right. It's good to know the company is looking after us.Vicky: Yes, it is!ADDITIONAL MATERIAL: First day at workNot just the office!Of course, not everyone works in an office. Perhaps your first day at work will be in a factory, a shop, restaurant, a hotel or working on a farm, in a laboratory or somewhere completely different! Wherever you start working you need to create a good impression with your colleague and learn as much you can about the job you have been employed to do.Your spaceIn most jobs you will be given a space where you will work or keep your personal items. In an office, your workstation or desk is where you will probably spend most of your time. In a lot of jobs you might have a locker, which is a sort of cupboard where you can hang clothes and leave your bag and other items. Depending on the security in the place where you are working, it might not be a good idea to leave really valuable items in your locker. Things can go missing! Always ensure that your personal space is kept clean and tidy. Tea and coffee breaksYou should get regular breaks but this depends on the type of work you are doing. In a lot of companies there is a vending machine where you can get a cup of tea or coffee. Chatting to people during your break is an excellent way to understand more about your colleagues and to discover useful information about the company. The water cooler in a company is often where you can obtain tips and gossip about the place you work. It is always important to interact with your colleagues in an informal way as well as in the day-to-day activities of your job.Tips for starting a new jobMeet the other people who work in your team or departmentEstablish a good working relationship with your colleagues and managerComplete all the appropriate administrative tasks necessaryListen carefully and make notes during training sessionsBe prepared to absorb a lot of information about your new tasksArrange your workstation or working area and keep it tidyUnderstand the importance of health and safety inside a companyTake some time to understand your colleagues on a human levelAccept any invitations to join your colleagues during coffee breaks and lunchEnjoy your new job and make progress!p. 7 - Using the phone at work 1Neil is answering a phone call at work. The phone rings?Bad call:Neil: Yeah, what do you want?Mr Stevens: Oh, er, good morning, this Mr Stevens from Stevens Bicycles Ltd.Neil: Yeah... so?Mr Stevens: Er, mm, well, I ordered some tyres from your company last week and they haven't arrived.Neil: So, what do you want me to do about it?Mr Stevens: Look, your switchboard told me this was Customer Service. You're not being very helpful!?Neil: All right. Keep your hair on. What did you order?Mr Stevens: 50 Greatday tyres.Neil: And when did you send the order?Mr Stevens: Last week. Thursday, I think.Neil: All right. I'll get someone to phone you about it.Mr Stevens: I really need those tyres! My customers are waiting for them.Neil: Yeah, well you're not the only person who's ordered tyres from us. You'll get them soon.Mr Stevens: Really? When?Neil: Soon! OK! Now, it's almost my break time. I've got to go.Mr Stevens: Can is just say that you are one of the worst customer services people I have ever... Hello? Hello?.... hello???Ep. 7 - Using the phone at work 1Good call:Neil: Neil Jenkins, Customer Service department. How can I help you??Mr Stevens: Oh, good morning. This is Mr Stevens from Stevens Bicycles Ltd. I ordered some tyres last week from your company, but they haven't arrived.Neil: Oh, well, I'm sorry to hear that, Mr Stevens. Let's have a look at your account and I'll try to resolve the problem asap.Mr Stevens: Thank you.Neil: So, can I just check your details. Is your name STEPHENS with a PH?Mr Stevens: No, it's Stevens with a V: S-T-E-V-E-N-S.Neil: OK, and your company is...Mr Stevens: Stevens Bicycles Ltd.Neil: Great, I'm looking at your account. Do you?have an order number?Mr Stevens: Yes, it's 8776535B.Neil: Is that V for Volcano?Mr Stevens: ?No, it's B for Birmingham.Neil: OK... Ah, yes, here it is. Er, I'm very sorry Mr Stevens, but there's been a delay with the manufacturers. Your tyres will arrive next next Wednesday.Mr Stevens: Oh, that's quite late. My customers are waiting.Neil: Yes, I appreciate that, Mr Stevens, but we'll try to get the tyres to you as soon as possible.Mr Stevens: All right, well, thanks for your help.Neil: I suggest you call again at the beginning of next week. We'll send you a message to let you know as soon as the tyres have been sent.Mr Steven: OK, well, thanks.Neil: Glad to help. Have a good day.Mr Stevens: Thanks. You too.Ep. 8 - Using the phone at work 2First call (busy client – arranging to call later)Tracey calls Gary?Tracey: Hello? Can I speak to Gary Dean, please?Gary: Speaking. How can I help you?Tracey: Oh, hi. This is Tracey North from Eagle Insurance. I wonder if I can talk to you about our new Small Business Protection Plan.Gary: Er, we've already got insurance.Tracey: Well, with our protection plan, we might be able to save your company a lot of money.Gary: Really? We ARE paying quite a lot each month.Tracey: If you like, I can give you a quote for insurance. It'll only take about five minutes.Gary: Well, I'm a bit busy at the moment. Can you call back later??Tracey: Yeah, sure. When would be a good time for you?Gary: Well, I've got to go out to meet a client this afternoon. I'll be back by about 3.Tracey: OK, so if I call you at about 3:15... or...Gary: Make it 3:30. I'll be back by then. Sorry, what did you say your name is?Tracey: Tracey North. From Eagle Insurance.Gary: OK. I'll talk to you later, then.Tracey: I'm looking forward to it. Have a great meeting.Gary: Thanks. Bye.Tracey: Bye.Ep. 8 - Using the phone at work 2Second call – (calling client back and leaving message)Later that afternoon...Tracey calls Gary?Karen: Karen White speaking. How can I help you?Tracey: Oh, good afternoon. This is Tracey North. Can I speak to Gary Dean, please?Karen: Oh, I'm sorry, he's not here. He went out to see a client and I don't think he'll be back in the office today.Tracey: Oh, really? We arranged to talk at about 3:15.?Karen: Yeah, I think his meeting is going to take a long time. Do you want to leave a message?Tracey: Well, could you tell him that I called, please. I hope we can arrange a call another time.Karen: OK, can I ask what it's about?Tracey: Insurance. I'm from Eagle Insurance.Karen: All right. Do you want me to get him to call you back?Tracey: Oh, yes, please. That would be great.Karen: OK, I'll get him to give you a ring. Can I take your number?Tracey: Yes, it's 02431 88361159.Karen: OK, I've got that.Tracey: Many thanks.Karen: No problem. Bye.Tracey: Bye.Additional material: TelephoneWorking in a call centreA lot people work in call centres dealing with a wide range of activities. You might work in customer services where you have to handle complaints and enquiries. This type of work can be quite stressful so it’s vital that you maintain a good attitude. Try to avoid becoming stressed and take every opportunity to relax during breaks and your lunchtime. Call centre workers are constantly monitored so you must always be aware that a supervisor or team leader could be evaluating the way you interact with customers and other callers. Don’t forget to smile when you’re talking on the phone. Yes, you can actually “hear” someone smile on the telephone!Conference callsThese are very common now. During a conference call you will be speaking to a group of people. The sound quality of the call may not be very good and it is possible that the people in the meeting can talk at the same time as each other. It’s a good idea to identify yourself when you join a conference call and whenever you speak. Even for native speakers, conference calls can be difficult so as a learner of English you need to listen very carefully and speak in as clear a way as possible. The more you do conference calls, the easier they will become!Speaking on the phoneIn some jobs you will spend a lot of time – or even all your time – on the phone. When you speak, make every sound clear and precise. You can even exaggerate the way you speak to ensure that the other person can comprehend everything you are saying. If you are unable to hear or understand what the other speaker has said, do not be afraid to ask them to repeat what they have said. You can also check that what you heard is correct by repeating back to the other person.Tips for making business telephone calls:Call the right person and use a direct number if it is available.Find a place in your company that is quiet with as little noise as possible.Speak clearly so that the other person can hear what you are saying.Ask the caller to repeat, if necessary, anything that you have not understood.Write down the most significant information that you want to give.Make notes on a piece of paper during the phone call.Take a message if the other person wishes to speak to a colleague.Repeat the message and the phone number that they have given to you.Thank the other person at the end of the call.Smile when you are speaking on the phone! Ep 9. Writing emails 1Complaint emailDear Mrs Plum,?I am writing to you regarding the office chair I bought from your company six months ago. The chair was fine until a few weeks ago, when it started making a strange noise every time I sat on it. Yesterday, there was a loud CRACK and the chair broke completely. It could have been quite dangerous as I fell onto the floor. Luckily, I was not hurt.?Since the chair is under guarantee for a year, I would like you to replace it with a new one. Please deliver the chair to my office as soon as possible.Many thanks.Yours sincerely,Tom Banks?P.S. Please see the attached photo showing the broken chair.Ep 9. Writing emails 1Reply email?Dear Mr Banks,I am very sorry to hear about your unfortunate experience. On behalf of ComfySeat Office Furniture, I apologise for what has happened. We will, of course, send you a replacement chair within 10 days. We would also like to give you a voucher worth ?100 off any future purchase from ComfySeat?over ?500.We aim to produce chairs and sofas of the very highest quality and we test all our furniture before it leaves our factory. It is very unusual for any of our office chairs to break, but in the event of a problem we always put the customer first.?We apologise for this negative experience but we hope that you will remain a loyal customer in future years.Yours sincerely,Abigail Plum,Customer Services Supervisor, ComfySeat Office FurnitureEp. 10 Writing emails 2Rambling emailAudible Business English - Emails 2 (ep 10)My Dearest Margaret,I am sitting in the office at my desk. It is a beautiful spring morning and I am looking out of the window at the birds flying in the sky. There is some music playing in the distance. Perhaps it is coming from the park at the end of the road. It sounds like reggae, but I cannot be sure.So, Dear Margaret, why am I writing to you? Why is it that I am sending you this email? What is it that I wish to communicate to you?In order to answer this question we must return to a point in the past. Two months ago, to be precise, when you came to my office and asked me about the possibility of building a new shed in your garden. I remember when we discussed this that it was raining and there was a gentle wind blowing.?What did we say about building that shed? What plans did we discuss? How could it be possible to realise the dream of a beautiful shed in your garden?There are many, many points that we need to consider in order to make your ideal shed become a reality...(Email continues for 5 pages)Ep. 10 Writing emails 2Better email?Dear Margaret,Sorry for the delay in getting back to with a proposal for your garden shed. The last few days have been very busy.Based on your needs, I would suggest our Countryman 3000 model is the best shed for your garden. As we discussed, this can be adapted to suit your exact requirements.?The total cost for the project will be ?600 and we can start the work on Thursday. Please let me know if this suits you.Looking forward to hearing from you soon.Kind regards,Ed TaylorSupersheds?Additional Material: EmailWriting emails for workThere are very many different reasons for writing a business email: the email might be an enquiry for additional information, a complaint or to provide an update for a colleague on the progress of a particular project. Other types of email might include sales or marketing, suggesting a product or service to a potential customer. If a problem is very serious, the subject of the email might be legal. Business emails are usually more formal than personal ones. The person you are writing to can be addressed using a title, for example Mr, Ms or Mrs, etc. It’s very important that the person who reads your email understands the topic. You should make this very clear by including a subject line that states what your email is about.Managing your inboxOne of the problems of modern office life is receiving too many emails. It’s a good idea to use a filter that determines which emails are the most important or require an urgent reply. Don’t feel obliged to respond to every email you receive. If you tend to send very similar replies to people, you can even use an automated response or standard template. Remember to customise this for the individual recipient, if necessary (for example by including their name).Avoid suspicious emails!Unfortunately, email has become used a lot by criminals who wish to trick people in order to steal money from them or gain access to their computer or company network. It is very important that when you receive an email from an unknown source that you treat it very carefully. If the email is spam, never reply to it. This will just enable the sender to know that your account is active. You can just ignore this type of email. More dangerous types of email are phishing emails, which attempt to trick the recipient into revealing personal information, for example, bank details and passwords. Always look very carefully at the email address of the sender to understand if it is genuine. Another danger is attachments that can contain links to suspicious websites or cause malware to be downloaded onto your PC. Never download an attachment if you do not know and trust the identity of the sender.Email tips:Write your email using a style that is clear and direct.Avoid writing emails that are too long.At the beginning of your email include a subject line.You can cc other people if you want to copy them into the email.Use paragraphs to divide up the various sections of your email.Include a salutation and a signature to personalise your email.Ensure that you have attached any documents you need to.Be very aware of suspicious emails.Never download attachments from people you don’t know.Ep. 11 Meetings 1Confused meeting?Nina: Is everyone here?Jim: I don't know where Steve is. Maybe he's coming later.Nina: OK, well, we should probably start.Barry: (arrives) Oh, hi everyone! Is there a meeting? Sorry, I didn't know. Someone told me you were all in the meeting room.Nina: Have you seen Francesca? I thought she was coming,Jim: No, I think she's on holiday.Barry: You know, the photocopier's broken.Jim: Oh, not again! That copier keeps breaking.Nina: Well, can we talk about that later? I want to discuss the Henderson project.Barry: What's the Henderson project??Nina: I told you about it last month. We're going to supply new tubes to Henderson Systems.Barry: Are we?Jim: Yes, I've been working on this with Steve. He knows more about it than I do.Barry: Where's Steve?Jim: Oh, he might be here later.Nina: Well, we can't really do much without Steve and Francesca. They're the people who know more about this project than anyone else.Jim: Listen, I've got to go, can you let me know what you decide?Barry: Yeah, I've got a meeting actually.?Nina: OK, so we should probably arrange another meeting when Steve and Francesca are here.Barry: OK, but not next week. I'm going to Germany. Look, send me an email. I'll see you later.Nina: OK.?Barry: Great meeting!Nina: Yeah... Thanks.Ep. 11 Meetings 1More organised meeting?Nina: Hi everyone. Thanks for coming. Did you all receive the agenda I sent you a few days ago?Jim: Yes, thanks, Nina.Steve: Yep, I got it.Nina: So, I'll just go over the main points we need to discuss. First, I will share the information Francesca has sent me about the Henderson Project. Then, Steve is going to tell us what's happening with the supply of tubes.?Steve: OK, no problem.Nina: Next, Jim, I'd like you to present the budget.Jim: That's fine.Nina: OK, so I'll start with the report Francesca sent me. Henderson's want approximately ten thousand tubes a month.Jim: Does that include plastic tubes?Steve: Yes, it does. They want plastic and aluminium tubes...(Meeting continues)Ep 12 - Meetings 2It's Monday morning at TransWorld plcBen: OK, everyone, I want to get your ideas about the new TransWorld electronics branch in Manchester. We are facing a lot of competition in this sector so we need a good strategy. Pauline, what's your opinion?Pauline: Well, Ben, our main competitor in Manchester is ParaGlobe. They currently have 27% of the market. We need to attack them directly and persuade their customers that our offer is better.Ben: Yes, I think you're right. That sounds like a very effective strategy. Malcolm, I'd like to hear from you. What do you think we can do in Manchester?Malcolm: Hm, well Manchester is quite a big place, isn't it? In my opinion, we should divide the city up into territories and focus on those areas where can make the most impact.Ben: Yeah, like I like the sound of that.Malcolm: I've also got another idea.?Ben: OK, I like fresh ideas. Let's hear it.Malcolm: Well, I thought we could get about twenty people - maybe students - to dress up as pandas and walk around Manchester.Ben: Er, yeah, that's interesting, Malcolm but... why?Malcolm: Well, I thought people would start saying, "What are all these pandas doing walking around Manchester? Hm, maybe there's something on the Internet about it.Ben:... Er, yeah...Malcolm: And then we set up a website called ?and there would be a lot of information about the new store.Ben: Hm... well... Er... Pauline, what, do you think?Pauline: Er, sorry, I stopped listening as soon as Malcolm said "dressing up as pandas".?Ben: Yeah, look, Malcolm, it's an interesting idea, but maybe it needs to be developed a bit more.Malcolm: OK, I'll work on it.Ben: That's great. Right, let's move on. What's happening with the launch of the new superstore in Birmingham? Pauline?Pauline: OK, so we're now in the final planning stage and...Malcolm: Sorry... I just had an idea. What about if we get some real, live giraffes to walk around Birmingham...Ben: Shall we have a quick break?Pauline: Yeah, good idea.Additional Material: MeetingsMeetings in companyMeetings are an unavoidable part of work. Most jobs require you to attend meetings. The people present may include internal staff, external people or a mix of both. It is good practice to make notes during the meeting in order to have a written record of what was said and agreed during the meeting. A very important document that can have a positive effect on a meeting is the agenda. This document should contain the most important topics that will be discussed during the meeting. Ideally, each topic on the agenda will be discussed in the order that they appear in the document. To ensure that the meeting is as effective as possible, one person should chair the meeting. The role of the person chairing the meeting is to manage the available time and invite people to speak so that the participants can hear the opinions and information of other people present.BrainstormingA brainstorming session is a special type of meeting where the people present, typically a team working in the same department, aim to combine their ideas and use their imagination to produce original ideas. For example, if an engineering company wishes to discover new applications for an existing product or technology, it can hold a brainstorming meeting to generate suggestions from people familiar with it.Formal meetingsIn large companies and for public institutions, committees and political organisations, there are a set of formal procedures and rules for how a meeting should be conducted. The most important rule in this type of meeting is that all comments should be addressed through the chair. This means that people should speak to the person chairing the meeting rather than directly to the other people in the room. A formal written record of the meeting, known as the minutes, is made by the secretary. The minutes from the previous meeting should be agreed by everyone present at the current meeting and signed. A formal meeting may also include a vote in order to decide an important issue.Meetings TipsPlan the subject of your meeting and create an agenda.Invite the relevant people and distribute the agenda by email.Arrange the setting of the room beforehand.Ensure that people know the time and location of the meeting.Introduce yourself and other people at the beginning of the meeting.Invite the participants at the meeting to express their ideas.Pay particular attention to the length of the meeting.Summarise the main points of the meeting and any anise a brainstorming session to generate new ideas.At a formal meeting, observe the accepted procedures and rules.Ep. 13 - Doing a presentation 1Bad presentationCar-hire = autonoleggio?Barbera: Hello, I'm sorry I'm late. Er, someone told me I've got to talk to you about my company. I haven't really prepared anything and, in fact, there isn't much to say. It's just a car-hire company. It's not really that interesting. The people are OK, but my boss, Norman, can be a bit difficult sometimes. But that's probably true of most bosses, isn't it? In fact, I was saying to my friend Elsie a few days ago...Tim: Excuse me, can I ask you a question?Barbera: Er, yeah. Sure. Is it about Elsie?Tim: No, I'd like to know what your annual turnover is?Barbera: Our turnover? Oh, I don't know, really. I suppose I can ask Roger in Finance. He'll probably know.... Now, what was I talking about??Tim: You were talking about your company.Barbera: Oh, yeah, thanks. So, basically, we hire cars. If someone needs a car, they can get one from us, for example at the airport. Oh, by the way, I went on a great holiday this year. I flew to New York and then drove to Miami. You wouldn't believe how big America is!... Er, how long do I have talk for?... Are we going out for lunch afterwards?Ep. 13 - Doing a presentation 1Good presentation?Barbera: Good morning! I'm Barbera Conti from Ready Steady Go Car Hire. We are a leading player in the car hire market. Today, I would like to tell you a little bit about my company and explain to you the overall business strategy of Ready Steady Go.I've prepared this presentation that you can see?on the screen. You will also find a printed handout in your folder.?If you have any questions, please ask them at the end of my presentation. I'll be happy to answer them.So, to start off, I'd like to give you an overview of the company. As you can see on this slide, Ready Steady Go is an international company operating in 175 countries worldwide. We employ 15,000 people and we have an annual turnover of one billion pounds.Next, I'd like to look at our market share in three key regions: North America, Europe and Asia...(Presentation continues)Ep 14. -?Doing a presentation 2Rex Tanner from GoldInvest talks about the economy?Hello, everyone. I'd like to start by asking you a question. What's the first thing you did this morning? OK, you woke up - I hope you won't fall asleep during my talk today and find that you've woken up twice today. What else did you do this morning? Did you turn on the light? Make a cup of coffee? Brush your teeth? Whatever you did this morning, it involved interaction with the ECONOMY.?That light you turned on: Where did the electricity come from? Who provided it? Did it come from a gas-powered generating plant? Or from a solar-powered provider? Or maybe a wind farm? That toothbrush you used: who made it? Was it imported from China? And the toothpaste you used: What chemicals were used to produce it? Who was it manufactured by? And, finally, that cup of coffee you made. Who picked the coffee beans? Which country were they grown in? Who drove the truck containing the coffee to the store where you bought it?My point is that almost everything you use, eat, drink or buy throughout the day is a product that has been manufactured or grown by people working for companies. Every company has invested in their production and employed people to make a profit: but they can only do that if there's a market for what they're making. We are the market. We, the consumers, decide whether each of those companies will be successful or not. And all of those companies are competing with other companies, both nationally and globally.Now, I'd like to show you some data from the last fifty years that tells a really interesting story about what's been happening in the economy....(Presentation continues)Additional Material: PresentationsEquipment used for presentingThe standard way to do a presentation is to project slides from a PC onto a screen. It’s really vital that you are familiar both with the content of the presentation as well as the technology that you will use. Ideally, you should practise doing your presentation in front of a colleague or friend before the actual event. Make sure that all the equipment required is working correctly and that you audience are able to see your presentation when you project it onto the screen. Similarly, any audio equipment, such as loudspeakers, should be checked to ensure that it’s working OK.Using video and audio You can make a big impact on your audience with a professional video or audio section that explains the benefits of your company and the products or services it can supply to customers. Make sure that the video can played and that the sound is loud enough for people to hear it. Keep any video material as short as possible in order to maintain the attention of the audience. A typical corporate video will include views of your premises and short interviews with the staff. You might show a recent advertising spot used during a campaign or a message from one of the senior managers in the company.Creating a handoutIt is possible to print your presentation and distribute this handout to your audience. This will allow them to remember what you have said. They can also make notes on the document and keep it for future reference. You may also decide to make the electronic version of your presentation available. This can be sent via email or downloaded from the relevant page of your company website.Tips for presentingCreate a presentation that addresses the main points you wish to make.Avoid making the presentation too long or with an excessive number of slides.Reduce the total amount of text or data on each individual slide.Thank the chairman or host when they introduce you.Speak in a clear voice so that everyone in the room is able to hear you.At the beginning of your talk, invite your audience to pose questions at the end.Avoid distracting your audience by moving around while you speak.Indicate the transition from one section of your talk to another.Avoid turning your back on your audience during your presentation.Express your thanks at the conclusion of your talk.Ep. 15 - Negotiation 1Bad negotiationHelen Pierce and Wally Pocket are negotiating?Helen: So, let's talk about money now.Wally: All right.Helen: How much will it cost for us to buy ten new sausage machines?Wally: Ooh, they're quite expensive, those machines.Helen: Go on, then, how much does one sausage machine cost?Wally: Er, about ten thousand pounds.Helen: And what sort of discount can you give us?Wally: Oh, we don't do discounts. Unless you pay in cash. Then, maybe we could arrange something...Helen: But we want to buy ten machines. Surely, you're prepared to offer us a discount?Wally: Well, look, I'll tell what I can do. I'll take you to dinner - somewhere really expensive - and you can stay at our company villa for a week in the summer. Plus... and this is a big one... we'll give you a huge bag of sausages. How does that sound?Helen: Look, I don't think you're taking this seriously. My company wants to make a serious investment in machinery - but we need the best price we can get.Wally: Yeah, but what about dinner - there's a great French restaurant we always take clients to.Helen: I don't care about dinner.Wally: But the villa...Helen: I've got my own villa in Tuscany, actually.Wally: Big bag of sausages?Helen: I think we're done here, aren't we?Ep. 15 - Negotiation 1Good negotiationWally: OK, so we've talked about specifications and delivery dates. Shall we discuss prices now?Helen: Why not?Wally: So, our standard price for the Cipollata Millennium sausage processor is currently ten thousand pounds.Helen: Does that include tax?Wally: Yes, that's including tax.Helen: Well, we are thinking of buying ten machines.Wally: OK, so at our standard price that would be a hundred thousand pounds for ten.Helen: And what sort of discount can you offer us?Wally: OK, well for a bulk purchase like this, we are prepared to give you a five per cent discount.Helen: Hmm, can you make it ten per cent?Wally: No, I don't that's really possible. Maybe we can do six per cent.Helen: Well, what about an eight percent discount and we will pay you within sixty days instead of ninety days?Wally: OK, I'll tell you what we can do. A seven point five per cent discount and payment within 30 days.Helen: Hm,... Well, OK. You've got a deal.Wally: That's great! I'll get my secretary to send you the written offer immediately.Helen: Perfect. Good doing business with you.Ep. 16 - Negotiation 2Elizabeth LaPierre of MegaWorld Investments is in a negotiation with Hammond Lee of the DBX Fund.Tough = hardHammond: Look, Elizabeth, we've been sitting in this room for sixteen hours. Are we going to get a deal or not?Elizabeth: Are you getting nervous, Hammond? Or just tired? I'm not leaving this room until we've got a deal. There are twenty-five thousand people waiting to hear if they've still got a job tomorrow. The Trade Secretary has cleared his schedule today: he's just waiting to hear what we decide. All the major television networks are on standby. As soon as we have a decision, this news will go round the world.Hammond: You know, Elizabeth, I knew your father. He was one mean son-of-a-gun. A real hard negotiator, but if he was here today, I'm sure we'd have a deal by now.Elizabeth: Yeah, my Dad was tough. He was real tough. But he taught me one thing: a negotiation - any negotiation - is basically a game of poker. Sooner or later, your opponent is going to make a mistake. And when they do, you'd better be ready.Hammond: You think you can break me, do you? You think if we stay here talking, eventually, I'm going to crack?Elizabeth: No, Hammond, I don't think can I break you. I KNOW I can break you. Just like I broke the Chinese... and just like I'm gonna break the Brazilians. I've got a vision for the future, Hammond, and in that vision your deal doesn't appear.Hammond: Listen, let's be reasonable...Elizabeth: I've been very reasonable Hammond.Hammond: Well, do you?want to just have a quick break. We can send out for some food.Elizabeth: I'm not hungry.Hammond: Well, how about a coffee?Elizabeth: I'm not drinking anything until this negotiation is concluded - and then it'll be an ice-cold glass of champagne to toast my victory... and your defeat.Hammond: You know, Liz, I've never met anyone like you - and I've met a lot of people over the years. There's only one way we're going to resolve this.Elizabeth: Yeah, what's that?Hammond: With this silver dollar. This coin is the first dollar I ever earned.Elizabeth: Hammond, this is a 65 billion dollar deal. What difference is one dollar going to make?Hammond: Let's flip for it. Heads I win, tails you lose.Elizabeth: You'd risk the biggest ever deal this industry has ever seen by flipping one coin?Hammond: Yes, I would.?Elizabeth: OK: do it.Additional material: NegotiationsPreparing for a negotiationBefore the actual negotiation it is advisable to prepare as much as possible so that you are in a strong position when you start discussing prices, business terms and the other points you need to agree on. This preparation may include familiarising yourself with your customer or supplier. You should also conduct research into the market and what competitors are able to offer. You should study any documents carefully if you intend to use them during the course of your negotiation. Another useful activity is preparing your strategy in order to maximise the time you have available for the negotiation.Different types of negotiationIn business, there are a large number of varying types of negotiating situations. The most typical one is discussing the price for a product or service with a customer, if you are the supplier, or versa. However, you might actually need to negotiate with your own staff, for example regarding rates of pay and conditions for your employees. These negotiations could well be held with representatives of trades unions. Other types of negotiation could include solving a legal issue and may include detailed legal argument. For example, people in the media industry might enter in negotiations over the use of content, such as film or music. International negotiationsIn a situation where you are negotiating with representatives from a foreign company or organisation, it is very important to be as sensitive as possible when there are any cultural differences. Aim to respect the culture and traditions of the people you are negotiating with. For example, in some cultures, particularly in the Middle East and Asia, it is important to get to know your negotiating partner well before you start discussing the main issues. On the other hand, English-speaking and North European business partners will usually want to reach an agreement as quickly as possible.Tips for negotiatingCareful preparation is essential to a successful negotiation.Familiarise yourself with your negotiating partner and their offer.Read all the necessary documents before you start negotiating.Understand current market conditions and the competition.Be prepared to demonstrate some flexibility in your position.Avoid extending the negotiations unnecessarily.Be prepared to defend your position but also be reasonable.Demonstrate cultural sensitivity in your negotiations.Respect the cultural differences between yourself and your counterparts.Aim to achieve an outcome which is satisfactory to both sides.Ep. 17. Buying and selling 1Bad sales assistant?Customer: Excuse me,Shop assistant: What do you want?Customer: Oh, er, well, I'm looking for a pair of shoes.Assistant: They're over the there.Customer: Yes, I had a look at them. I was wondering if you've got a plain black shoe, size 10.Assistant: I don't know. Mabye there is. Oh, wait a second, someone's calling me. (Answers phone) Alright, Mary? How are you?... Yeah, I'm at work.... Yeah, it's SO boring... ?Are you going out tonight?... Where are you going?....Customer: Er, excuse me!?Assistant: (to customer) Look, I'm on the phone. Hang on.... ?(To friend) NO!! He didn't, I don't believe it!Customer: EXCUSE ME, Miss! I want to buy some shoes!Assistant: (to customer) What's your problem?... (To friend) Look, Mary, I'd better go... There's this old guy keeps interrupting me.Customer: I beg your pardon!Assistant: (To friend) Alright, see you at nine... Bye...Customer: Look, I haven't got a lot of time. Have you got plain black shoes, size 10?Assistant: Oh, God! Come on then.?Customer: Thank YOU!?Assistant: What about these?Customer: They're brown.Assistant: Those ones.Customer: They're not plain.Assistant: Alright, I'll go and check. It may take a while.Customer: I tell you what. Don't bother! I'm going to go somewhere else! This is the worst shoe shop I've ever been to. In fact, I'm...Assistant: Oh, hang on, I've got another call. (To boy on phone) Hello, sexy / trouble. I told you not to call me at work. What are you doing?...Ep. 17. Buying and selling 1Good sales assistant?Assistant: Hello, Sir! Can I help you?Customer: Oh, hello, yes, you can, actually.?Assistant: Are you looking for anything in particular?Customer: Well, I'd like a pair of shoes for work.Assistant: OK, so something quite formal.Customer: Yes, but also simple. Just plain.Assistant: OK, and the colour? Our formal shoes are mostly black or brown.Customer: Oh, black please.Assistant: OK, well these are the formal designs in black. Is there anything you like here?(Customer has a look at the shoes.)Assistant: Oh, excuse me. My phone's ringing.?Customer: Oh, do you want to take it?Assistant: No, it's not important. I'll deal with it later. So, what have you have found?Customer: Well, I quite like these, but they're size 12. Have got them in size 10?Assistant: I'm not sure, but I can go and check. Please have a seat. I'll be back in a few minutes.Customer: OK.(Shop assistant returns a bit later.)Assistant: OK, so here we are. Plain black shoes, size 10. Would you like to try them on??Customer: Oh, yes, please.... Those feel great!Assistant: They really suit you.Customer: OK, I'll take them.Assistant: Lovely! Would you like to come to the cash desk with me?Customer: Yeah, sure.Ep 18 - Buying and selling 2Adam Silver is trying to persuade Lara Bullion to buy a new kitchen suite?Adam: This is our top-of-the range, super-luxury kitchen: it includes three intelligent ovens, the world's most environmentally friendly sink and cupboards made with super-advanced laminate. This is simply the best kitchen money can buy.Lara: Mm, well, yeah, it's nice. But how much will it cost?Adam: Well, for the total kitchen, including all the extras, the cost is 250 thousand euros.?Lara: Hm, that's quite expensive, isn't it?Adam: Well, yes, it is. But this kitchen has been designed by an international team of engineers and designers from Denmark, the United States, Italy and Japan.?Lara: Oh.Adam: The American and Russian Space Agency provided the technology for the microwave oven.Lara: I see.Adam: The wood used for this kitchen comes from a special, sustainable forest in the Amazon that has been created just for this line of kitchens.Lara: Really?Adam: This isn't just a kitchen, Madam. This is a piece of state-of-the-art engineering. It's an artistic masterpiece, a symphony of design. Only a tiny number of the world's most important people have got this kitchen in their houses. It is, quite simply, unique.Lara: Well, of course, as you say, it's very nice and I'm sure that my friends would be impressed. Especially Marjorie Manners-Dubois, the old cow, she thinks she's so superior because her kitchen was designed by the same team that did the Montreal Olympic Stadium...Adam: Yeah, she's a cow, isn't she? Imagine if she came to your house and saw you in this kitchen...Lara: Oh, she'd probably drop dead.Adam: And what would you do?Lara: What would I do? I'd... laugh! That's what I'd do.?Adam: Go on.Lara: And then I'd step over her body, walk to the cutlery drawer made of sustainable Amazon teak...Adam: And then...Lara: And then I'd take out a teaspoon from the Fran?ois Lanister Exclusive Collection...Adam: And...Lara: And I'd open the remote-controlled cupboard and take out the No.1 Arabica Coffee Premium Selection...Adam: Yes,?yes...Lara: And I would make myself a cup of coffee using the built-in fusion-powered Turbo6000 coffee maker... And look down at the lifeless body of Marjorie Manners-Dubois... and drink my coffee.(They both pant in silence.)Adam: So, would Thursday be a good day to deliver it?Lara: Oh, better make it Wednesday, actually. My Chihuahua does Pilates on Thursday and I have to be there. It's so stressful for her.Adam: Yes, I quite understand...Additional material: Buying and sellingWorking in retailThe most typical form of retail sales activity is working in a shop. In addition to helping customers make purchases, sales staff in a shop also have a lot of other duties. These include stock taking or making a careful record of the inventory in the shop. Staff may also have to deal with customer enquiries and complaints. These can include handling returns when a customer brings a product back to the shop because it is faulty or they are not satisfied with it. In this situation, the salesperson should ask to see a receipt for the product and attempt to understand if the customer has failed to use the product correctly or broken it by not following the instructions. If it appears that the customer is not at fault, then the salesperson can give them a refund or a credit note, which they use to buy an item of equivalent value or as part of the cost of a most expensive item.Other sales jobsSales jobs can be found in nearly all sectors and people who sell work in a wide variety of specialised markets. Selling cars, for example, requires a detailed knowledge of the technical specifications of the vehicles and an appreciation of exactly what the customer requires. Some sales jobs are “B2B”, which means “business to business”. In this case, the customer is another company rather than a member of the public or a private individual. Examples of B2B sales could be office equipment and furniture, machinery for manufacturing or spare parts and components for vehicles, machines and specialised instruments used in a specific field. Selling to business customers requires a different approach from retail sales. The salesperson must be familiar with the exact requirements of their customer and be able to offer a competitive price and business terms, such as the number of days the customer has to pay the mission and bonusesThe basic salary of many salespeople can be comparatively low. This is due to the fact that they have the opportunity to increase the amount they earn by achieving excellent results and making sales to customers. Successful sales professionals will typically earn as much or even more in terms of commission or a percentage of the value of the sale. At the end of the month, quarter or year, they can also receive a bonus based on the amount or value of their sales. The best sales staff are always highly motivated and aim to maximise sales by providing customer satisfaction.Tips for sellingA good salesperson should understand the nature of the customer’s requirementsEstablish a positive relationship with the customer.Listen attentively to the customer in order to understand what they need.Be able to persuade the customer of the benefits of the product.Allow the customer time and space to reach a decision.Avoid being too assertive or appearing urgent when you are making a sale.Gain the trust of the client through providing them with real benefit.Be flexible where possible and aim to give the customer the best deal.The ideal situation is where a customer returns to the seller on a regular basis. Always be aware that the reputation of a company is based on trust and good service.Ep 19. – Problems at work 1BadVick: Jane, can you help me?Jane: Oh, what is it? I'm really busy.Vick: There's a problem with my computer.Jane: Well, why don't you call the IT department? They can help you.Vick: I tried phoning them but they're really busy. I've got to send an urgent email.Jane: Oh, well have you tried turning off your computer and turning it back on again?Vick: I can't turn it off.?Jane: What do you mean?Vick: It's frozen. I can't do anything with it.Jane: Well, you'll just have to do an emergency shut down.Vick: What's that? I've NEVER done an emergency shut down.Jane: You need to hold the power button in for about 10 seconds. Then your PC will shut down.Vick: Oh.Jane: Then try restarting it. It should work OK.Vick: Oh, alright. I'll go and try that.Jane: OK, good luck. Now, I really must finish this report.Vick: OK, I'll see you later....?Jane: OK, bye.Vick: Oh, Jane.?Jane: What is it??Vick: You know that model of Big Ben that I had on my desk. It's a souvenir from London.Jane: (getting angry) Well, what about it??!Vick: Er, someone's taken it.?Jane: OK, we'll look for it later!! Now, I really must get on!!Vick: OK.... Bye...Jane: Good BYE!Vick: Oh, Jane...Jane: FOR F***'S SAKE! WHAT!!Vick: Thanks.Ep 19. – Problems at work 1GoodMandy goes to see her HR Manager, PaulMandy: Er, have you got a moment, Paul?Paul: Oh, hi, Mandy. Yeah, sure. Come in.?Mandy: Thanks.Paul: So, how can I help you?Mandy: Well, this is a bit difficult, actually.Paul: Go on. What's the problem?Mandy: Well, actually, it's my colleague Lynne.Paul: OK.Mandy: I really can't work with her anymore.Paul: Oh, why is that, then?Mandy: Well, she wasn't too bad a few months ago, but recently she's become more hostile.Paul: I see.Mandy: And she's started talking about me behind my back.Paul: Hm-hm.Mandy: She's making my life hell, in fact.Paul: OK, I get it. Have you spoken to your supervisor?Mandy: Not really. They're old friends, anyway.Paul: So, what do you want me to do? Do you want me to speak to her?Mandy: Thanks, but I'm not sure it will help, really. Is there any possibility of getting a transfer?Paul: What do you mean, to another department?Mandy: Yeah.Paul: Well, we are looking for some new people for the Export Department. We're posting some internal vacancies this week.Mandy: Great! Can I apply for one of those positions?Paul: I don't see why not. But are you sure you can't improve things with Lynne?Mandy: I wish I could, but I just don't think it will work.?Paul: OK, well, keep an eye on the jobs board this week and we can arrange an interview for you.Mandy: OK, thanks. I really appreciate it.Paul: You're welcome.Ep 19. – Problems at Work 2Diana Parker is talking to her colleague William Potts about her jobWilliam: So, how's everything going at work?Diana: Oh, not very well, actually.William: Oh, dear. What's wrong, then?Diana: Well, to start with the people at the place where I work aren't very friendly. Everyone's under a lot of pressure.?William: Hm, well, being stressed can make people really difficult to get on with.Diana: Yes, it can. My boss isn't too bad, but some of the tech guys can be really aggressive.William: Oh, that's not good.Diana: The company is also considering making some people redundant so they can save money. So, everyone's very suspicious and they don't trust other people.William: You know, working at your company sounds like a nightmare. I hope they're paying you a lot of money to make it worthwhile.Diana: Well, the salary's not bad - but I think I could make more money if I moved to another company.William: Well, maybe you should consider changing jobs.Diana: Yeah, a new start might be good. I've been there for 10 years - and it could be nice to work somewhere different.William: You could even think about relocating.Diana: What do you mean?William: You know, moving to another city - or even another country.Diana: Well, I've always wanted to travel. Maybe this could be a good opportunity.William: Where would you go?Diana: Oh, I don't know. America, maybe. Or Australia. Even China!William: You know, you're already sounding more positive.Diana: Yeah, I think you're right.William: You know, sometimes the only way to solve problems is to go and do something completely different. Change your job. Change your life. Of course, you'll probably just get some new problems...but at least you won't be worrying about the same old things.Diana: Yeah, you know, I think you're right. It's always good to talk to you.?William: It's good to talk to you too. Now, let's talk about something REALLY important.Diana: What's that?William: Where are we going to eat tonight?Diana: Ah, you're right. That IS important!?Additional Material: Problems at workDiscipline A company is really a small society with rules and expectations. Occasionally, an employee in the company may break one of these rules or fail to meet the expectations of the company in terms of their attitude or behaviour. This might include, for instance, arriving late for work on a regular basis, failing to show respect to a superior, such as a manager or disobeying the health and safety guidelines of the company, for example smoking on the premises. In situations such as these it may be necessary for a manager or HR representative to apply the company’s disciplinary procedures. For an initial failure to comply the rules, a verbal warning can be given. For subsequent or more serious actions, a written warning can be given to the employee. For the most serious offences against the rules, the option of dismissal might be considered. If an employee is dismissed it means that the person has to leave the company involuntarily for reasons of bad behaviour. This can be a real problem if the former employee applies for another job since they will have to explain why they left the company.HarassmentUnfortunately, this is a widespread problem in many companies and organisation. Employees who are harassed or bullied experience unacceptable behaviour and comments from another employee or group of people working in the company. Nowadays, HR departments are aware of the problem and they take any allegations of harassment and bullying very seriously. Where there is evidence that this behaviour is racially or sexually motivated, those accused can face the most serious consequences, which could include dismissal or even being charged with criminal behaviour by the police. Some larger organisations may even provide a confidential helpline or other way for employees to make a complaint without aggravating the situation. StressThis is another very serious and common problem faced by employees working in companies. Unless dealt with, stress can lead to serious health and psychological problems. Speak to your manager to see if you reduce the amount of work you are required to do or if it is possible to get an assistant who can take on part of your workload.Tips for dealing with problems at workTry to speak directly to the person or people involved.Aim to resolve the problem in a reasonable way, if possible.If the problem persists, speak to a manager or HR professional.If it is unavoidable, make an official or formal complaint.Once a formal complaint has been made, avoid contact with the person involved.Where it is impossible to avoid contact, try to avoid being alone with the other person.If the problem cannot be resolved, consider a transfer to another department.If you belong to a trade union, speak to a convener or representative.For the most serious problems, obtain legal advice.Remember, that you always have the possibility of working somewhere else.Ep 21 - Getting promotion 1Not what she expectedOlivia is talking to her bossBoss: So, Olivia, how long have you been working here?Olivia: Six years, Sir.Boss: And in those six years, would you say you've made a lot of progress?Olivia: Oh, yes, Sir. I've learnt a lot here.Boss: Now, Olivia, you know there comes a point in everyone's career when it's time to move on.Olivia: Oh, my God, are you sacking me? Please don't! I really need this job.Boss: No, no, Olivia! Don't worry. You're not going to get the sack. Quite the opposite, in fact. We'd like to offer you a promotion.Olivia: Promotion? Really?Boss: Yes, you're one of the most competent people in this department - and I think now is the right time for you to take on more responsibility. I want to make you a Manager.Olivia: Oh, I don't know what to say. That's great!Boss: Well, I tell you what. You have some time to think about it before making a final decision and...Olivia: No, no, I don't need to think about it. I'll do it.Boss: Yes, but you haven't heard all the details yet.Olivia: I don't mind. I ready for management. When do I start?Boss: Well, the job starts in two weeks, but I think there's something you should be aware of.Olivia: Really? What's that?Boss: Well, you'll have to relocate.Olivia: Relocate? To where?Boss: Glasgow.Olivia: Glasgow? In Scotland?Boss: Yes, we're opening a new office there.Olivia Oh, that's a really long way from London, isn't it?Boss: Yes, it is - but it's a great opportunity for your career. I'll give you some time to think about it.Olivia: Alright, thanks. Yeah, I'll have a think about that.Boss: OK, let me know what you decide.Additional material: PromotionPromotion: the positive thingsGetting a promotion is great! You are moving up the corporate ladder and advancing your career. With the increased status you can also expect a higher salary and greater respect from colleagues. You will be working on more challenging projects and making a greater impact on the success of the company. You can also get new business cards with your new job title, for example, Team Leader, Manager, Senior Project Manager, Head of Sales, etc. There’s a lot to look forward to when you are promoted!Promotion: the negative thingsYou are probably going to find that along with your promotion you will have to work longer hours. You may be required to finish tasks and communicate with senior managers late in the evening when you’re at home - including at the weekends. With your added status, you may experience more stress as you will have greater responsibility. You will also be spending more time sorting out people’s problems and dealing with issues in your team or department on a daily basis. People will expect you to deliver solutions and sort out disputes. You may also find that your colleagues are now slightly more distant towards you. This is especially true if you become a manager. You may find that you are no longer invited automatically to social events, such as going to the pub. People will be more careful about what they say to you.Preparing for promotionIt’s really important to get ready for your new position. Find out as much as you can about what your new job involves. Speak to the people you will be working closely with. Try to allow extra time for familiarising yourself with the requirements of the new job. This might include additional training or orientation. Most importantly, when you become a manger you need to look like a manager! Consider buying a new suit or outfit that reflects your new, higher status. But don’t change too much! You might also get a company car, a reserved parking space and other management “perks” (benefits) such as the key to the executive washroom.Promotion tipsExplore the possibilities for promotion in your company or group.Consider making applications for internal appointments.Book a meeting with you HR Manager to talk about your career.Treat an internal job interview exactly as you would an external one.Refresh your CV and include your recent achievements.Be flexible and consider all the options available to you.When you start your new job aim to make a difference.Don’t be too enthusiastic, though! You need to demonstrate confidence.Talk to other people at your level and senior managers and ask for advice.Enjoy your new status but maintain a friendly relationship with former peers.Ep. 23 - restaurant?/ socialisingOrdering foodWaiter: Good evening, Madam. Are you ready to order?Gail: Hello, yes, thanks.?Waiter: What would you like?Gail: Er, can I start with the fish soup.Waiter: An excellent choice, Madam.Gail: Then, I'll have the Caesar salad. What sort of cheese does that come with?Waiter: It comes with shavings of Parmesan cheese.Gail: OK, that's fine.Waiter: And to drink?Gail: I'd like a glass of white wine, please.Waiter: Dry, medium dry or sweet?Gail: Oh, medium dry, please.Waiter. Very good. So, that's one fish soup, a Caesar salad and a glass of medium-dry white wine.Gail: Yes, that's perfect. And can I have some bread, please?Waiter: Yes, of course, Madam. I'll bring it to your table immediately.Gail: Thank you.Ep. 23 - restaurant?/ socialisingDividing the billMike, Keith and Fiona have finished their meal. The waiter has brought the bill.Mike: OK, let's divide up the bill. Who had a starter?Fiona: I had the p?té.Keith: I didn't have a starter.Mike: OK, I had the prawn cocktail. Right, the main course: I had the steak.Keith: I had the chicken. That was excellent.Fiona: I had the spaghetti with clams.Mike: Right, now the desserts. I didn't have a dessert, but I did have a liqueur. Who had the chocolate pudding?Fiona: That was me. Delicious!Keith: I had the lemon sorbet.Mike: Hm, that's strange. They've charged us for profiteroles. We didn't have those.Fiona: No, that must be a mistake.Mike: OK, as for the drinks, we had a bottle of Chardonnay and a bottle of mineral water. Right, so Keith, you should pay twenty-five pounds, Fiona, yours was nineteen pounds and I'm twenty-eight pounds.Keith: Yeah, that looks right. Remember not to include the profiteroles.Fiona: Oh, look, there's a waiter over there. Excuse me!?Ep 24. - Socialising / NetworkingNetworking disasterGlynn: Hello. You look lonely. Can I get you a drink?Penny: Hello, no I'm fine thanks.Glynn: God! These networking events are SO boring, aren't they?Penny: Actually, I always find them quite useful. It's a good way to build your network.Glynn: Well, yeah, I suppose that's true. I really hate my job, though.Penny: Oh, I'm sorry to hear that.?Glynn: Yeah, I work for this terrible company. The owner is a complete moron. He's put all his children in charge. They really don't know what they're doing.Penny: Oh, that's unfortunate.Glynn: Yeah, he's made his son the Finance Director - and the guy can't even do basic arithmetic. Then he made his daughter a Director. She's so busy shopping and spending her father's money we've never even seen her at the office. What a family!Penny: Yes, it sounds like an awful place to work. I wonder why you stay there?Glynn: Well, I haven't really got a choice. I can't get up in the mornings and my job's pretty easy: an idiot could do it.Penny: Well, I'm sure you could find something better if you really tried.Glynn: I don't know. Maybe. I can't really bothered. Look, do you want a drink - or maybe you'd like to go somewhere else. This place is a dump.?Penny: Sorry, what did you say your name was?Glynn: I didn't, but I'm Glynn Hill from Carroway Ltd. Nice to meet you.Penny: Nice to meet you too, Glynn. I'm Sarah Carroway. My father owns your company. I'm the International Business Director - you know, the one who's always shopping and spending my father's money, when I'm not travelling round the world signing major contracts for our firm.Glynn: Oh. Er... We'll, its been nice talking to you. I'll just, er... get another drink. ?Ep 24. - Socialising / NetworkingGood networking Trevor: How do you do? I'm Trevor Parkes from International Systems.Jill: Jill Newhouse from United Components.Trevor: Oh, I know your Marketing Director, Colin Dale, very nice guy.Jill: Yes, Colin is great. So, what do you do at International Systems, Mr Parkes?Trevor: OK, call me Trevor, please. I'm the Head of Operations. What do you do?Jill: I'm in Sales and Marketing. Here's my card.Trevor: Thanks, here's mine.Jill: Do you come to these networking events very often?Trevor: No, unfortunately. I don't usually have a lot of time. I'd like to come to more events this like. It's a good way of meeting people, isn't it?Jill: Yes, I've made some very useful contacts here.Trevor: So, where will you be going for your holiday this year?Jill: Oh, I usually go to the mountains, but this year I'm going to the beach.Trevor: That sounds good.?Jill: And you?Trevor: I'm taking my family to Wales. We've got a cottage there.Jill: Oh, that's wonderful.Trevorp: Yeah, it's a lovely place.Jill: Oh, look, that's Jack Rossi, CEO of Global Supplies.?Trevor: Do you know him?Jill: No, unfortunately. I'd really like to meet him, but he seems very busy. Everyone's trying to talk to him.Trevor: Actually, he's an old friend of mine. Come along, I'll introduce you to him.Jill: Oh, that would be fantastic! Thanks.Additional material: Restaurants / SocialisingWorking in a restaurantOf course, instead of being the customer, you might be working in the restaurant as a waiter, manager or in the kitchen. The most important thing about hospitality jobs, such as those in restaurants, hotels and leisure travel is giving the customer a positive, memorable experience. Eating in a restaurant is something special: the preparation of the food and the way it is served should create a unique atmosphere that allows the customer to relax and enjoy their experience with friends, lovers, family or business colleagues. The best waiters are those who establish a friendly but respectful relationship with customer. Attention to detail is vital and it is crucial to anticipate the customer’s needs. The extra touches and special regard that a waiter has for their customers helps to ensure that diners will return and also recommend the restaurant to friends and colleagues. Having a great menu is, of course, essential and dishes should be created and presented with great care and pride.Attending networking eventsNetworking at large and small business events is an excellent way to extend your professional network and make contacts that will prove useful in the subsequent interactions in your career. Typical networking situations can include formal events with guest speakers and presentations, informal networking events where you can chat and exchange contacts and special events such as business speed dating, where the emphasis is on meeting as many people as possible in a short time in order to find out about them and present yourself and your company.Corporate social eventsAn excellent way of entertaining clients is through corporate hospitality events, such as sport or the arts. Use the occasion to discover more about your clients and customers in an informal, relaxed setting.Tips for socialising and networkingAttend networking events in order to extend your business network.Identify the most useful people to make contact with at an event.When you make a new business contact, exchange your contact details. Take a good supply of business cards is sufficient and hand them to people.Meet colleagues and customers in an informal setting to get to know them.Choose the location and type of restaurant carefully for a business lunch.Remember to retain receipts in order to be reimbursed by your company.Corporate hospitality events offer an ideal opportunity to entertain clients.Follow up your event with a personal contact and further meetings.Review and renew your business contacts on a regular basis.Ep 25 - Travelling for work 1 Bad check-in at the airport?Traveller: Can I check in, please? I'm in a hurry.Assistant: Why? Have you got a plane to catch??Traveller: Very funny.?Assistant: All right. Where are you going to?Traveller: Brazil.Assistant: Oh, I've always wanted to go there. I'll bet it's amazing.Traveller: Yeah, it is. Look, can you hurry up, please?Assistant: All right, all right. Passport?Traveller: Here you are.Assistant: Who's that?Traveller: It's me.Assistant: It doesn't like you at all.?Traveller: I know. It's a really old photo. I'm going to renew my passport next year.Assistant: Yeah, you should. That could be anyone in that photo. Have you got any luggage?Traveller: Just this case.Assistant: Oh, it weighs a ton! What have you got in here? Gold bars?Traveller: No, just my stuff.Assistant: All right. There's nothing to pay, anyway. Did you pack this bag yourself?Traveller: Yes.Assistant: So, you're not married, then?Traveller: No.Traveller: Girlfriend?Traveller: Hm, it's complicated. Look, I've only got ten minutes to get to the gate. Can you just put the label on it, please?Assistant: All right! I've only got one pair of hands... There you go.Traveller: Thanks. Bye.?Assistant: Yeah, bye. Off you go, to sunny Brazil, while I stay here in miserable rainy London. I never go anywhere.... All right, who's next? Ooh, I like your hat!?Ep 25 - Travelling for work 12. Good check-in at the airport?Traveller (Robert): Hello, can I check in, please?Assistant (Dany): Yes, of course, Sir. Where are you flying to?Traveller: Brazil, San Paolo.Assistant: OK, that's lovely. Can I see your ticket, please??Traveller: Yes, here you are.Assistant: And your passport, please.Traveller: Of course. Here it is.Assistant: Thank you. Is this your suitcase?Traveller: Yes.Assistant: OK, can you put it on the conveyor belt, please? I'll just weigh it.Traveller: Sure.Assistant: Right, well that's 18 kilograms, which is fine. Your baggage allowance is 20 kilos, so there's no excess charge.Traveller: Good.Assistant: Did you pack this case yourself, Sir?Traveller: Yes, I did.Assistant: Does it contain any guns, explosives, petrol, gas cylinders, small animals or illegal migrants?Traveller: No, just my shirts, underpants and socks. And my pyjamas.Assistant: OK, that's fine. I'll just put this label on your case so it gets to the right place. Here's your boarding pass.Traveller: Thank you. Which departure gate will it be?Assistant: Gate 63Traveller: OK, that's fantastic. Thanks for your help.Assistant: You're very welcome. Have a great flight!Traveller: Thanks.Ep 26 - Travelling for work 2Bad check-in at hotel?Erica: Excuse me, I'm staying in room 632. There's a problem with the shower.Receptionist: Sorry, we can't do anything about that till Monday.Erica: What do you mean? I want to have a shower.Receptionist: Well, it's Friday, the guy who fixes the showers has finished for the week. He won't be back till Monday. It's the weekend, you know.Erica: Oh, that's ridiculous. I want to have a shower.... Well, can you give me a different room, please??Receptionist: Ooh, we can't do that. This hotel has a strict policy: no room changes. You can only stay in one room.Erica: I can't believe this! What a terrible hotel! I'm never coming back here.Receptionist: Well, it's up to you, really. Sorry, I just work here.Erica: And there's another thing, there aren't any hangers in my wardrobe. I want to hang my clothes up.Receptionist: Yeah, we removed all the hangers.Erica: Why did you do that??Receptionist: Well, people kept stealing them.Erica: So, where am I am supposed to hang my clothes?Receptionist: I dunno. Not really my problem, is it?Erica: Oh, this is the worst hotel ever. I'm not staying here again. I'd like to check out, please.Receptionist: Oh, you can't do that.Erica: Why not?Receptionist: Well, I'm about to finish my shift and there won't be anyone here till tomorrow morning.Erica: Aaarggh!!!Receptionist: Good night.Erica: Oh, God! Why did I ever choose to stay here... at the Hotel California?Ep 26 - Travelling for work 2Good check-in at hotel?Erica: Excuse me.Receptionist: Yes, Madam. How can I help you?Erica: Well, I'm staying in Room 632 and there seems to be a problem with the shower.Receptionist: Oh, I do apologise. I'll send someone up immediately to fix it.Erica: Thank you. That means this is going to be quite a short dialogue, doesn't it?Receptionist: Yes, I'm afraid so. Is there anything else wrong with your room?Erica: No, it's perfect... Er, maybe you can tell me about breakfast tomorrow.Receptionist: Yes, of course. Breakfast is served from 7am to 10am. We offer a full English breakfast.Erica: Sorry, what's a full English breakfast?Receptionist: That includes sausages, fried eggs, bacon, grilled tomatoes, baked beans and mushrooms.Erica: Oh, I see.?Receptionist: We also have a continental breakfast, which includes coffee, croissants, fruit and yoghurt.Erica: Oh, that's great.?Receptionist: Is there anything else I can help you with?Erica: No, I think we've reached the end of the dialogue OK.Receptionist: Very good, Madam. Enjoy the rest of your stay.Erica: Thanks. I'm sure I will.Additional material: TravellingPreparing for a business tripTravelling for business purposes can be time-consuming and expensive. To minimise problems and costs, it is therefore essential to plan your trip carefully and avoid unnecessary expense. Most companies nowadays require employees to use economy class where possible although senior executives will still be permitted to use business and first class services where required. Confirming travel arrangements and hotel bookings is always a good idea. If you require a transfer from the airport to your hotel it may be advisable to book a car in advance. This is especially true for business travellers and clients who are unfamiliar with the city where you company is located. In addition to travel and accommodation, doing research on local cuisine and restaurants will help you to identify reasonably priced and welcoming places where you can meet clients and enjoy a positive experience in pleasant surroundings.Working in a hotelHotels employ a large number of people in various roles. Some of these involve direct contact and interaction with guests, while others are “behind the scenes” making sure that the guest has a memorable and enjoyable stay. Working on the reception desk of a hotel is particularly important but also presents great challenges. Reception staff must always be well-presented and friendly. They also need to be able to communicate with guests in English, which is now the global language. The duties of a reception assistant include helping guests to check in and out, dealing with any problems that might arise during the guest’s stay, providing advice on local entertainment and restaurants, ordering taxis and doing whatever is required in order to ensure that the customer is satisfied. Business travellers tend to stay at hotels belonging to chains with an established reputation for service and comfort. It is therefore vital to ensure that all the customer’s needs are met and that they have a good night’s rest in order to wake up refreshed in the morning and ready to attend business meetings and meet clients.Business travel tipsMake sure that all your tickets and other travel documents are correct.Check that your passport is valid and that you have a visa, if required.Ensure that you have your boarding pass before you enter the plane.Confirm your hotel booking by phone or via email.If you take a taxi from the airport, enquire about the price first.Do some research to find the best restaurants and entertainment.If you work in a hotel or hospitality job always be courteous and helpful.Ensure that the guest has everything they need and enjoys their stay.Provide advice and make suggestions about local restaurants.Do everything you can to make the guest’s experience truly positive.Ep 27 - Talking about money 1– Paying, bad sales assistant?Customer: Hi, can I pay for this shirt, please?Assistant: Yeah, OK. How do you want to pay?Customer: Can I use this card?Assistant: All right. Type in your pin number.Customer: Oh, I can't remember it. Hang on. Let me think... Oh, yeah.Assistant: Nah, that's wrong. Do it again.Customer: Oh, I really hope it's right.Assistant: No, your card's been rejected. You probably haven't got enough money on it.?Customer: Well, I have been spending a lot recently. I went on holiday last month.Assistant: Have you got another card?Customer: Yeah, try this one.Assistant: OK, type your PIN in again.Customer: Oh, I can't remember this one either.Assistant: All right.... No, that one doesn't work either.?Customer: This is so embarrassing.Assistant: Have you got any cash??Customer: Yes.... Er, I can't remember how much the shirt is.Assistant: It's sixty-five pounds.Customer: OK, let me have a look.?Assistant: All right.Customer: Oh, I've only got 50... Hm, I think I'll leave it.Assistant: Well, it's up to you.?Customer: Yeah, I'll come in again some time.Assistant: OK, bye.Ep. 27 - Talking about money 1– Paying, good sales assistant?Sales Assistant: Can I help you?Customer: Yes, I'd like to pay for this shirt, please.Sales assistant: OK, that's fine. How would you like to pay?Customer: Card, please.Assistant: Perfect. Can you type in your PIN number, please?Customer: Oh, I hope I can remember.Assistant: Oh, I'm very sorry. Your card has been declined for some reason. Do you have another card?Customer: OK, try this one.Assistant: No, I'm sorry. That hasn't gone through. Would you like to pay by cash?Customer: Hm, let me have a look. No, I don't think I've got enough.Assistant: Well, we can keep the shirt here for you if you'd like to come back.Customer: Is there a cash point near here?Assistant: Yes, there's one just outside the store.Customer: Oh, OK, I'll go and get some cash and come back.Assistant: OK, that's perfect. Your shirt is waiting here for you.Customer: See you soonAssistant: OK. See you in a bit.Ep. 28 - Talking about money 2Getting a bank loan (bad)?Bank manager: Ah, good morning, Mr Splasher. How can I help you today?Mr Splasher: Oh, good morning, Mr Skinner. I need a loan for my company.Manager: What, another one? You were in here last month to borrow money.Mr Splasher: I know, but we had a lot of payments to make. There was the annual insurance for the building and we had to pay the suppliers. It's not easy running a small business, Mr Skinner.Manager: Obviously. So, how much do you want this time?Mr Splasher: Well, about twenty-five thousand should be OK.Manager: Twenty-five thousand pounds? We lent you forty thousand last month.?Mr Splasher: Yeah, I know.?Manager: That makes sixty-five thousand pounds - in two months. That's a LOT of money!Mr Splasher: I know. But I really need it. There's a lot of money to come in. We sent some big orders a few months ago. I'm waiting for the customers to pay.Manager: Well, I'll tell you what. You pay back the forty thousand from last month - and then come here again and we'll talk about lending you more money.Mr Splasher: But we could go out of business!?Manager: Look, Mr Splasher, this is a bank, not a rescue service. I'm sorry, but I can't help you.Mr Splasher: All right. Well, thanks for your help.Manager: Sure, any time. Bye?Mr Splasher: Bye.Ep. 28 - Talking about money 2Getting a bank loan (good)?Bank manager: Mr Splasher. Good morning. Come in please. Have a seat.Mr Splasher: Good morning, Mr Skinner. Thanks. It's nice to see you again.Manager: So, what can I do for you?Mr Splasher: Well, I'd like to discuss the financial situation of my company with you.Manager: OK, we always like to know what's happening with our small business customers.?Mr Splasher: OK, I've got our new business plan here for you.Manager: Oh, thank you.Mr Splasher: As you can see, over the last 12 months we have sold over 3000 kitchen units to our customers. Of course, we're still waiting for payment for a lot of these units.Manager: Of course.Mr Splasher: Now, this graph shows the number of units we expect to sell next year - 5000.Manager: Hm, that's very impressive.Mr Splasher: This is a breakdown of our costs. As you can see, in order to buy the materials for the units, we require an additional 25 thousand pounds.?Manager: Hm.Mr Splasher: Now, I know that we've already borrowed 40 thousand, so our total borrowing would be 65 thousand.Manager: Yes, that's quite a lot of money, isn't It?Mr Splasher: Yes, it is. That's why I'd like to use my house as security for the loan.Manager: How much is your house worth?Mr Splasher: Around two hundred thousand.Manager: Well, I think you've presented all the information very clearly, Mr Splasher. And with your house as security, I don't think there will be any problem approving the loan.Mr Splasher: Oh, that's fantastic. Thanks.Manager: You're very welcome.Additional material: MoneyBanksWhen you think of money and business, you probably think about banks. There are various types of banks that are involved in business. A high street bank or retail bank caters mainly to small businesses. At the end of the working day, shop owners can deposit their takings or the money they have made that day. Banks also provide change or small coins that the shop can give to customers who pay using large banknotes. Other services provided by banks include business loans, financing, insurance and deposits. For larger companies, there are specialist banks that can undertake and arrange complex financing, such as raising capital in the stock market or even buying and selling companies, an activity known as mergers and acquisitions (or M&A). These large, specialist banks are known as merchant banks in the UK or investment banks in the US. InterestInterest rates, set by central banks, such as the Bank of England in the UK or the Federal Reserve in the US, determine how much it costs to borrow money as well as how much savers can earn from their bank deposits or savings. Interest rates can go up or down. This can affect how much money a business has to pay if it has borrowed money.CurrencyWhen you travel abroad you may need to change your money. There are specialist shops that can do this for you. This type of shop is known as a bureau de change (which is a French expression but we use it in English). When you change money you need to find out the exchange rate. The bureau de change or bank will offer two prices: one at which they buy foreign currency and one at which they sell it. They may also charge commission on every transaction, which can be quite high. Large amounts of currency can also be bought and sold by foreign exchange (or forex) dealers. Even a small movement in the exchange rate can provide these dealers with a substantial profit (or create a significant loss) because the amounts they buy and sell are so great.Money tips for business:Choose a bank that is appropriate for your type and size of business.Check the interest rate offered by the bank when you borrow money.Businesses should look for low-interest loans.Consider changing to a bank that offers better service and rates.Follow business news stories on television and in newspapers.Consider buying shares in companies with great potential.Check the exchange rate when you change money.You will generally find a better exchange rate a bank or post office.Hotels and bureaux de change at airports usually have the worst exchange rates.Talk to qualified and registered financial professionals when taking a decision.Ep 30. Starting your own business 2Interview with a young entrepreneurTV interviewer: So, Kelly Thomas, you are a young entrepreneur with a new startup business. Can you tell us about it?Kelly: OK, well, my company is called PoochParty. We basically organise parties for dogs.Interviewer: Parties for dogs? What does that mean?Kelly: Well, we usually have about five or six dogs - and their owners - and we have Dog Karaoke, where the dogs can howl along to their favourite songs. We also have dog fancy dress outfits and doggie treats, special party food for dogs that's healthy and safe.Interviewer: Why would anyone want to take their dog to a dog party?Kelly: Well, actually, a lot of people who own a dog live in flats in big cities and there isn't a lot of opportunity for their dogs to socialise. Dogs are actually very social animals - they're like people.?Interviewer: And what about the owners?Kelly: Well, of course, it's a great way for dog owners to get to know each other too.Interviewer: So, how does it all work?Kelly: OK, so you have to download the PoochParty app and sign up. Then you can find your nearest dog party or organise your own event.Interviewer: I see. And how many people have downloaded the app?Kelly: So far, 1.2 million people have downloaded the app and we have 125 thousand register members.Interviewer: And how do you make your money?Kelly: Well, a dog party host can charge owners and their dogs a small amount to attend a party - and we take 5% of that. We also have a premium service which you can access if you pay a fee of ?20 per year.Interviewer: And what does the future hold for you??Kelly: Well, we would like to make PoochParty global so people around the world can enjoy holding dog parties. Our target at the moment is to have half a million registered users within 2 years.Interviewer: Well, I'm sure you'll get there.?Kelly: I hope so. Thanks.Interviewer: Kelly Thomas of PoochParty, thanks for talking to us.Kelly: You're welcome.Additional material: Starting a business FinanceWhen an entrepreneur takes the decision to start a new business it is important that they have enough capital – or money – to invest in the new business. There are various sources of start-up capital. These can include the entrepreneur’s own savings or money from their family. They may be able to borrow the money from a bank and use the loan to finance the business. Another possible source of finance is venture capital. This is a form of financing from a company that specialises in supporting start-ups. The venture capital firm will expect to make a return on its investment if the new business is successful. Angel investors are people who back (support) start-ups with their own money. If the business is successful, the entrepreneur can try to raise more funds (money) through rounds of funding from investors. Eventually, they might even float the company on the stock market. This means that members of the public and financial institutions can but shares in the company. Growing a businessThe entrepreneur starts with an idea for making money. This is then written down in the form of a business plan which specifies how the company is going to grow and make profits. An important part of the business plan is the market research and analysis of the competition that the company will face. It will also outline the forecasts and projections for the firm’s revenue. These are scenarios based on the expected performance of the company over specific time periods, such as the first year, two years, five years, etc. As the firm expands, it will employ more people, find suppliers and increase its customer base. The success of the business depends primarily on the vision and business skills of the entrepreneur as well as the company that it operates in.Exit strategySome entrepreneurs start a business, grow it and then sell it. They may then repeat this experience multiple times and specialise in creating and selling new businesses. This type of serial entrepreneur is really interested in the start-up phase of the business. Other entrepreneurs may sell the business but stay in control of the company on a day-to-day basis. Tips for starting a businessStart by finding a concept or idea for making moneyWrite a business plan and explain how the company will make money.Look for investors in the business, for example, family members, banks, etc.Consider the possibility of venture capital financingGrow the business and expand over time.Find talented people who can contribute to the success of the company.Develop useful products and services that will appeal to customers.Explore the possibility of a stock market flotation.Have a clear exit strategy for selling the business.Enjoy the millions (or billions) of pounds, euros or dollars you have made! ................
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