Today's Workplace 2nd Ed. by Les Éditions CEC

Michel Rompré • Tracey Azlyn

Today’s Workplace Intermediate Business English Skills

2nd EDITION

CONTENTS Units

Speaking and Pronunciation • Exploring your soft skills

The Perfect Fit PAGE 8

Money Matters

• Self-promotion • Word endings and been • Understanding banking and finance terms • Analyzing numbers

PAGE 18 • Saying numbers

• Customer service behaviour

How Can I Help You?

Professional Terms

Reading and Video

• Describing traits, interests and accomplishments

Reading: British Man Wins Australian Island Dream Job Video: Finding the Right Workplace

Editing Focus

Writing

Case Study

Present tenses (simple, continuous and perfect)

• Solicited or The Ideal unsolicited cover Candidate letter; resumé Optional Writing Task: Thank you letter

Reading: Student Debt Is Canada’s Debt • Agreeing and disagreeing (basic Video: David Chilton: The terms) Wealthy Barber

Non-count nouns and quantifiers

• Formal email request

• Toning down anger

Reading: Canadians Fed Up with Poor Customer Service Video: Immediate Digital Feedback

Present • Formal letter of continuous and complaint or a other –ing forms response to a complaint

• Giving and accepting advice

Reading: Boyhood Friend Video: Don’t Lose Money Trying to Make Money

Present perfect vs. simple past

• Press release

You’ve Won a Free Cruise Optional Writing Task: Email complaint and response to a complaint

Reading: Workplace Diversity Video: Outliers and Achievement

Modal auxiliaries

• Informational email

Getting People and Products to Market Optional Writing Task: Short report

• Exchanging opinions • Resumé styles • Arranging a meeting time

• Customer complaints • Complaining and responding to complaints politely

The Wealthy Offspring Optional Writing Task: Brief report Urban Battles Optional Writing Task: Online complaint or response

PAGE 28 • Saying percentages

• Talking crime

Crooked Businesses PAGE 38

• Proposing solutions • Using dollar amounts • Pronunciation of -ed • Discussing crosscultural issues

Diversity

• Agreeing and disagreeing (advanced terms) • Proposing and compromising

• Finding solutions • Basic word stress

PAGE 48

• Ethics in social media

Responsible Social Media

• Persuading • Question intonation

• Comparing and Reading: Planting Question contrasting words 4-Star Reviews formation Videos: Social • Persuasive Media Shaming questions and statements

• Persuasive email Freedom of Expression Optional Writing Task: Thank you letter or email

• Expressing opinions and preferences

• Formal Invitation Leading or Managing? Optional Writing Task: Bad news letter

PAGE 58

• Discovering leadership qualities

Getting Ahead PAGE 68

• Choosing the right leader • Word stress with compound nouns

Reading: The Business of Leadership Video: Brian Trottier on Leadership and Being a Role Model

TODAY’S WORKPLACE

Prepositions

Units

Speaking and Pronunciation • Defining ethics

What’s Right?

• Consensus-building

Professional Terms

Nothing Is Permanent PAGE 88

• Promotional letter

Ethical Dilemmas Optional Writing Task: Informational memo

• Presenting facts

Reading: Experts Wonder If There’s Opportunity in Financial Turmoil Video: The Hemline Theory

Articles

• Formal request

Dealing with Change Optional Writing Task: Bad news email

• Pitching

Reading: Four Digital Advertising Trends Video: Ads Masquerading as Journalism

Adjectives: • Comparative comparative and report superlative forms

• Positioning and making concessions

Reading: How to Negotiate Like Steve Jobs Videos: Navigating What You Want

Adjective clauses: which, who, whom, whose and that

• Report

Negotiating the Best Deal Optional Writing Task: Persuasive email

• Avoiding get in formal communication

Reading: Raising the Voices of Rural Women Video: Provincial Trade Barriers

Phrasal verbs and get

• Informal email

Getting People and Products to Market Optional Writing Task: Formal request

• Clarifying

Reading: Ending the Race to the Bottom Videos: KPMG and Offshore Tax Sham

Noun clauses

• Bad news letter

Investing Wisely, Not Impulsively Optional Writing Task: Request for funding

• Conceptualizing, giving reasons and deciding

Reading: Council Says Canadian Businesses Weak in R&D Videos: Steve Jobs’ Last Presentation

Future forms

• Report

The Ideal Workplace Optional Writing Task: Informal email

• Common mistakes with a vs. an • Discussing brands and digital ads

Sold!

• Creating a need • Content words vs. function words PAGE 98

Closing the Deal

• Negotiation tactics • Negotiating • Clarity and rhythm

PAGE 108

• Analyzing fair-trade consumer habits

Fair Trade

• Asking precise questions

PAGE 118

Crunching Numbers

• Linking function words • Handling money • Analyzing amounts • Calculating numbers

PAGE 128

Tomorrow’s Workplace

• Exploring prior knowledge • Ideation phase

Case Study

Past perfect and present perfect

• Reporting an action plan

Writing

Reading: Fairphone and Ethical Smartphones Video: Best Before

• Word stress with suffixes • Measuring stress levels

Editing Focus

• Building a consensus

PAGE 78

Reading and Video

• Mispronounced business terms

PAGE 138

Get the Contract! Optional Writing Task: Thank you letter; letter of congratulations or bad news

REFERENCE SECTION EDITING FOCUS

PAGE 149

PAGE 148

MISUSED WORDS SAMPLE AND MECHANICS D O C U M E N T S

PAGE 160

PAGE 164

CONTENTS

SPELLING QUICK LIST

INSIDE BACK COVER

UNIT 6 OBJECTIVES • Speaking: Ethics in social media; persuading; comparing and contrasting words; question intonation • Editing Focus: Question formation • Writing: Persuasive email • Case Study: Freedom of Expression

RESPONSIBLE SOCIAL MEDIA

“

Technology has allowed me to reach my fans directly. Social media: It has been a complete revolution of how to interact, promote and share things. — Tony Hawk, world-champion skateboarder and entrepreneur

”

Let’s Get Started IS SOCIAL MEDIA GOOD OR BAD?

1 Read the quote above. Do you agree with Tony Hawk? Discuss your answer with a partner. Give examples to support your position.

2 In teams of four or five, describe a good and bad experience you have had on a social media site such as Facebook, YouTube or Snapchat.

3 What benefits and complications can you see occurring in workplaces where social media is used as a platform for in- and out-of-office communication? Write down your points below. Benefits:

Complications:

TODAY’S WORKPLACE

Reading Analysis SAYS WHO?

When companies use social media, can you be sure that all their client reviews are real? What industries are the most susceptible to fake reviews? In the cellphone carrier industry, where competition is especially fierce, companies can be tempted to stack the deck in their favour. Bell Hit with $1.25M Fine for Planting Four-star Reviews for Phone Apps Competition Bureau tells Bell to stop encouraging workers to write rave reviews to stack the deck phr. verb, to manipulate an outcome in a dishonest way to disclose reg. verb, to reveal to garner reg. verb, to collect or earn a write-up noun [C], written review to pen reg. verb, to write to incentivize reg. verb, to motivate someone to do something willingly

By Sophia Harris, business reporter CBC News

471 words

Canada’s Competition Bureau took issue with the fact some Bell Canada employees wrote glowing reviews for a company app without disclosing where they worked. Canada’s Competition Bureau has slapped Bell Canada with a $1.25 million fine for encouraging employees to plant glowing online reviews for two company phone apps. 5 The

legitimacy of online reviews has become a growing concern in the digital world where reviewers often remain anonymous.

The Bell and Virgin mobile apps were launched in November 2014 and immediately garnered four-star reviews on Apple’s iTunes App Store and Google Play Store. At the time, CBC News reported that possibly half a dozen or more of the rave write-ups were 10 penned by Bell Canada employees—many in senior positions. None of the workers disclosed that they worked for Bell. In its ruling, the Competition Bureau stated that it “determined that these reviews and ratings created the general impression that they were made by independent and impartial consumers and temporarily affected the overall star rating for the apps.”

15 According to the Bureau, along with paying a fine, Bell has “affirmed its commitment not

to direct, encourage or incentivize its employees” to review company products in app stores. The telecommunications company will also sponsor and host a workshop to foster trust in the digital world. Canada’s competition watchdog also noted that Bell removed the reviews shortly after the 20 issue first came to light. Whistleblower is pleased “To see that they got fined, I’m very happy,” says Scott Stratten, president of UnMarketing, a company that writes about unethical marketing tactics. He first uncovered the planted Bell reviews. Stratten noticed something was amiss when reading reviews for the latest version of the MyBell Mobile app after it was launched 25 last November. He thought some of the language used was suspicious. For example, S. Saade wrote: “Excellent new app. Looking forward to updates with residential services.” 30 “Just

words that you do not say in real life,” Stratten said at the time.

He began cross-checking reviewers’ user names with linkedin.com profiles where people list their work status. He discov35 ered many of the positive reviewers were actually Bell employees. © 2016, Les Éditions CEC inc. Reproduction prohibited

UNIT 6 RESPONSIBLE SOCIAL MEDIA

For example, “S. Saade” turned out to be Saad Saade on LinkedIn who was Vice-President of IT Bell Mobility. Reviewer Tori Brown wrote: “Awesome app! Love it!” Stratten found a Tori Brown on LinkedIn who also turned out to be a senior project manager at Bell. 40 Stratten tells CBC News that he hopes Bell’s fine will serve as a deterrent. “With no repercussion to an action, then there’s no reason not to do it again,” he says. He believes many companies plant reviews to bolster products. But he says perhaps now they will think twice knowing the Competition Bureau could take serious action. “It’s sending a message to everybody, saying ethics are important and we will be watching it.”

45 over

1 Words in Context Fill in each blank with the proper form of the word or expression. planting For more practice on this vocabulary, go to the digital interactive activities.

glowing

to slap amiss

rave ruling to foster suspicious deterrent

1 The company was actions.

whistleblower

with a 3-million dollar fine for its illegal

2 The investigators suspected something was explanations given by the accountant.

in the

3 The certainty of being caught is a better of the sentence. 4 The judge made a

than the length

in favour of the plaintiff.

5 The newest product received a lot of

6 I am

reviews from experts.

about this comment. It sounds illegal.

7 The scandal only came out because there was a the company. 8 This cool product is getting 9 The company was caught

inside

praise from its customers. false transactions in its annual report.

10 If a company wants to be successful, it must trust over a long period of time.

its clients’

2 Comprehension Based on this reading, write T (true), F (false) or N (not enough information) for the first eight statements below. If the statement is false, provide the correct information. 1 Stratten discovered the reviews were fake because he found the authors’ names. 2 The fake ratings were easy to spot by customers. 3 Bell employees wrote fake reviews because they love working at Bell. 4 Seven employees were caught for posting fake reviews. 5 Stratten used LinkedIn in his search for the truth. 6 Stratten will continue to investigate Bell’s reviews.

TODAY’S WORKPLACE

7 Bell did not do anything about the fake reviews until it got fined. 8 Saad Saade is a project manager at Bell. 9 Why is it so difficult to know if a review is authentic or fake? 10 Do you think companies will keep posting fake reviews after they learn what happened to Bell?

PROFESSIONAL TERMS COMPARING AND CONTRASTING WORDS • Formal however ... nevertheless ... in contrast ... • Informal but ... still ... on the other hand ...

Collaboratively Speaking PERSUADING

1 Consider Big Bulky Burgers is a fast-food chain created five years ago. You offer a wide range of deluxe hamburgers that have extra-thick meat patties and all-natural, freshly prepared ingredients. Each burger is customized to the client’s tastes (a choice of 20 toppings). You offer table service for groups of four or more, and you take reservations for return customers. In the past year, however, you have been the target of negative reviews that you find suspicious. Bulky burger has substandard ingredients. —burgerbomber233

Fatty, fatty, fatty patty. —anonymous

full of artificial additives ... yuck —Masterchef

Lose a big bulky wad of cash at Big Bulky Burgers.—amanda.potvin

2 Role play You have convened a meeting of executives to analyze the situation and come up with options. In groups of four or five, each pick a role: (continued on next page) • CEO: You want to keep your market share and protect your good name no matter what it takes. • Marketing Director: You need to focus on a new advertising campaign to bring the customers’ attention back on track • Health and Nutrition Director: You have to answer to all the critics and find ways to communicate the facts about your product. • Finance Director: You need to look at the financial impact of a negative campaign and at the impact of the ideas generated by other members on next year’s budget. • VP Communications: Think of ways you can you create a more positive message and where and how you are going to spread it to counter these attacks. © 2016, Les Éditions CEC inc. Reproduction prohibited

UNIT 6 RESPONSIBLE SOCIAL MEDIA

• Webmaster: What can you do to improve the online experience of the customer? How can you make sure only real customers leave comments? What kind of policy can you design to allow you to identify those who leave comments? Can you delete or edit comments without being accused of manipulation? 3 Prepare and Present

DOS

AND

Your goal is to persuade your customers and the general public that the misleading negative reviews being posted are not based on fact. • Can you identify the people responsible for this negative campaign and take legal action? • How can you re-establish your good name in the public eye? • How can you improve the feedback system on your own website to guarantee that only genuine customers leave feedback?

DON’TS

LISTENING: TRIGGER WORDS DO

• Recognize that offensive language and other trigger words elicit negative memories or responses. DON’T

• Let trigger words distract you from the larger issue at hand.

Video Analysis SOCIAL MEDIA SHAMING

What is acceptable and unacceptable behaviour for workplace social media? How can companies discourage inappropriate online comments among employees? After all, the consequences of irresponsible social media behaviour can hurt your career. 1 Words in Context Put the words and expressions in the appropriate space. a. mob b. sneak their way c. gained traction d. crossed the line e. on the line f. turned loose g. vindictive h. be appalled Yesterday, a story quickly

and became viral. After a few blogs, the internet

reacted in large numbers, and it of insults that were

. These comments clearly

acceptable. People should Politicians are now

For more practice with this video, check out the digital interactive activities.

on the victim, unleashing a torrent of what is socially

at what awful comments can

into their lives.

to respond to this attack.

2 Comprehension 1 According to the video, shaming is a practice: a) that was born with the internet. b) that is returning in a new form. 2 Why did Adria Richards feel the need to post the men’s comments on Twitter? a) She felt victimized. b) to denounce sexist behaviour 3 What did the conference organizers do when they saw the tweet? a) They warned the two men. b) They expelled them from the conference. 4 What did Adria do to become the victim of shaming? a) She posted inappropriate b) She posted the men’s pictures comments about the men. beside their comments. 5 What happened to one of the two men she posted comments about? a) His wife and three kids left him. b) He was fired. 6 Which of the following did Adria not do? a) She checked if people were b) She called the police. following her.

TODAY’S WORKPLACE

7 When Adria’s employer heard about her tweet, he: a) issued an apology. b) fired her. 8 Shaming is so common right now that: a) people write books about it. b) new laws are being passed to fight it.

DOS

AND

9 What do you think would be the most effective way to deal with shaming if it happened to you? Explain your answer.

DON’TS

10 If you were a company owner, what guidelines would you issue your employees regarding making comments online?

QUESTION INTONATION DO

• Use upward intonation for most yes/no questions. Would you like to try a new social media platform? • Use downward intonation for most information questions. Where would you prefer to advertise? • Use upward and downwardending intonation for information questions that offer an option. Would you prefer to promote your new product on Facebook , Twitter or Tumblr ? DON’T

• Use upward intonation for information questions.

Edit This! QUESTION FORMATION

Questions have two basic forms: 1) information questions, and 2) yes/no questions.

All verbs except be Question type

Question Auxiliary Subject word or verb phrase

Rest of question

has

Gail

worked

for that company?

When

can

you

review

the new website project?

What product

you

promote

this month?

–

Has

posted

new content on FB?

–

Will

she

raise

the point at the meeting?

–

you

the new logo?

Information How long

Yes/No

Main verb

The verb be For the simple present and simple past of the verb be, there is no auxiliary verb.

Question type Information

Yes/No

Question word or phrase

Verb be

Subject

Rest of question

Where

the gala?

How often

are

you

at the centre?

Why

was

John

absent for the 5K run?

difficult to work there?

Are

you

ready for the update?

Were

they

at the IT convention?

UNIT 6 RESPONSIBLE SOCIAL MEDIA

Special case In some information questions, the question word or phrase is the subject of the sentence. These questions follow a different form. Notice that the entire verb structure (auxiliary verb and main verb) comes together after the subject.

Question type Information

Question Verb word/ structure phrase (= subject)

Rest of question

Answer to question

the IT guy is late? Tom said that. since last night? Nothing has happened.

Who

said

What

has happened

Which car

uses

only electricity?

The Tesla uses only electricity.

Who

can help

me answer the last comments?

Mélanie can help you.

For more practice

with question formation, go to Editing Focus page 153 in the Reference Section.

Editing Focus For more practice on this grammar, go to the digital interactive activities

1 Read the following transcript of a phone conversation. Correct any errors in question formation.

Receptionist:

Good morning. How I may help you?

Daniel:

Hello, may I can speak to Ms. Carson, please?

Receptionist:

Whose calling, please?

Daniel: My name is Daniel Porter. I’m calling to follow up on a

position as a web developer with your company. I spoke with Ms. Carson about the position yesterday, but she told me to call back today to confirm. Receptionist:

Ah, yes. Are you could hold for a minute?

Ms. Carson:

[A minute passes.] Hello, Mr. Porter.

Daniel:

Hello, Ms. Carson.

Ms. Carson:

Thank you for waiting. Did you were on hold long?

Daniel:

No, just a minute or so.

Ms. Carson: Well, thank you for your patience. When you would be available to start with us? Daniel:

Oh, then you have accepted my application?

Ms. Carson: Yes, we has. Which one of our offices did you prefer to work in: Toronto or Montreal?

Daniel:

I’m not sure yet. How much time I do have to decide?

Ms. Carson:

Will two days are enough?

Daniel:

Yes, that’s fine. I’ll give you my answer before then.

TODAY’S WORKPLACE

Correct the question forms in the following persuasive email.

TO: megan.omalley@nationalairlines.com FROM: sebastien.bouvier@itcellsolutions.com SUBJECT: Solutions—online ticketing issues Hello Megan: Since we last spoke at the conference, how the recommendations has worked out for you? I sent you a follow-up email last Friday. As you probably understood, I provided only a shortlist of what we can do to solve your company’s online ticketing problem. Have manage you to go through that list? Would like you further details about each possible solution? To make sure I have all of the necessary details so I can send you a comprehensive assessment and quote, please answer the following questions when you have a moment: • How long have you experienced outages with your current provider? • What frequency of outages have you? •Y ou do experience outages in the morning, afternoon or evenings? •T he provider did resolve the outages within a reasonable amount of time? • What cost overruns you’ve experienced with your current provider? Let me remind you that itcellsolutions.com has more than ten years of experience solving IT issues with major international airlines. I am certain we can solve any problems you are confronted with in your continued expansion in the Canadian market.

Feel free to call or write if you have questions or need to clarify. Looking forward to it,

PROFESSIONAL TERMS PERSUASIVE QUESTIONS AND STATEMENTS • Starting with a question Do you realize ...? Have you thought about ...? • Adding information There are other considerations. For example ... If we look at it from another point of view ... • Offering reassurance I can assure you that ... You can be sure that ... • Ending positively It is a difficult decision; however ... This is a big challenge. Nevertheless ...

Sebastien Bouvier, M.A Director sales and marketing itcellsolutions.com

Send It PERSUASIVE EMAIL

You are Communications Director at Bell Canada. Write an email to all employees about fake reviews. Your email must address the following points: • Restate the company policy that forbids this practice. • List the negative consequences fake reviews pose to individuals and for Bell as a company. • End your email on an optimistic note that proper business practices will pay off in the long run. For more information on how to write a persuasive email, refer to the sample document on page 175 in the Reference Section.

UNIT 6 RESPONSIBLE SOCIAL MEDIA

UNIT 6 Case Study Freedom of Expression Notes for Case Study:

Background Your company, weProvoke.com, is a successful online clothing manufacturer based in Golden, BC, and it has grown rapidly since 2014. You employ 30 per cent of the town’s workforce and the new jobs you created have allowed the town to avoid bankruptcy. Your market niche is the 15-to-25 demographic. Your highest selling products are custom-printed T-shirts which allow customers to print an original political, social and/or religious message onto the front using a simple smartphone app. Customers consent to having their messages used for marketing and promotional purposes. In return, they receive authorship credit and the right to license their T-shirt messages to other customers who want the same message. It’s a win-win product that generates money for you and your customers.

The downside is that many T-shirt messages involve violent acts, explicit sexual content, drug abuse and offensive language. Recently, a social media war has erupted between your customers who claim freedom-of-speech rights and opponents who find your products indecent. This online shouting match was recently reported on the national news after high-school students were seen wearing weProvoke.com T-shirts at a student protest. The influential Canada-wide lobby group People for Respect is now demanding a law establishing responsible use of all internet-based media in the province. to license reg. verb, to give official permission to use something created by someone else a shouting match noun [C], argument where opponents express very strong opinions

Procedure A member of the BC legislature has been appointed by the government to hold a hearing to look into the issue. The objective of the hearing is to listen to all persuasive arguments and mediate an understanding about the responsible use of social media.

TODAY’S WORKPLACE

Draft for Optional Writing Task:

Roles In teams of four or five, choose one of the following roles and prepare your arguments to present to the team. Try to reach an agreement as a group. • Founder of weProvoke.com: You want to sell the idea that anything goes as long as consumers want it and you are not breaking any law. To you, freedom of expression is a primary concern since your business model relies on this right for sales. • People for Respect lobbyist: You want to set boundaries on the kinds of products minors can purchase, and you often work as an advisor with community leaders, school boards and other professionals on the social impact of companies like weProvoke.com. • Social worker: You work hard to make sure that teenagers grow into responsible, self-respecting adults. You are particularly concerned by the consequences of products like the ones from weProvoke.com. • Member of the BC legislature: You are mostly preoccupied with re-election, so you are ready to go either way depending on who seems to have the most influence. From an economic perspective, you do not want weProvoke.com to leave Golden as it would harm your voter base and your political future. Your position is ambiguous and can change as the debate evolves. • Social media personality: You believe people should regulate themselves. They are responsible for what they post and should be ready to face the consequences. Regulating what people see and do online could lead to a Big Brother state.

a Big Brother state noun [C], government that controls people’s actions and thoughts

Optional Writing Task As the owner of weProvoke.com, write a thank you letter to the participants who attended last week’s debate on your online store. Don’t forget to write the date and place where the meeting was held. You want the tone and message to be inclusive. Reassure all parties that, even though you will continue to operate your online store, you have taken into consideration some of the arguments brought forward. State what compromises you are ready to make in order to satisfy all parties. For more information on how to write a thank you letter, refer to the sample document on page 176 in the Reference Section.

UNIT 6 RESPONSIBLE SOCIAL MEDIA

UNIT 11 OBJECTIVES • Speaking: Negotiation tactics; negotiating; positioning and making concessions; clarity and rhythm

CLOSING THE DEAL

“

Everything is negotiable. Whether or not the negotiation is easy is another thing.

• Editing Focus: Adjective clauses

Let’s Get Started

• Writing: Report

USE YOUR WORDS WISELY

• Case Study: Negotiating the Best Deal

”

— Carrie Fisher, actress and writer

1 The language you choose in situations of negotiation can mean the

difference between success and failure, or it may mean a better outcome for you. Look at the following negotiation tactics. Assign a number according to how successful each tactic would be in a negotiation, where 1 is very successful, 2 is somewhat successful, 3 has no impact on outcome, and 4 is unsuccessful. say the other person’s name often summarize what the other person says research cultural differences beforehand use disclaimers such as “I hate to ask, but ...” ask negative questions such as “Isn’t that price a little high?” make absolute statements such as “Take it or leave it.”

a sk for clarification when necessary ask direct questions such as “What price do you want? use plural personal pronouns such as “we,” “us” and “our” use “not very” + positive adjectives such as “That’s not a very big discount.” not stating your goals explicitly 2 Compare your rankings with a partner. Discuss any differences you see.

3 Imagine you and your partner are spouses. Together you have saved $5,000. One of you wants to use the savings for a beach vacation while the other would like to put the money toward a down payment on a new car. Choose a role, and negotiate a mutual decision with your partner.

108

TODAY’S WORKPLACE

AND

DOS

DON’TS

CLARITY AND RHYTHM DO

4 In a group of three or four, discuss how negotiating in person differs from negotiating over email. Take notes on the pros and cons of each type of communication for negotiating.

In person Pros

Cons

Via email Pros

Cons

• Divide your sentences into phrases and clauses. At the conference / the presenter gave a speech / about the increase in sales / in the Brazilian market. DON’T

• Rush through entire paragraphs. Instead, mimic voices in lectures and talks to help you find the right rhythm for you.

Reading Analysis NEGOTIATING THE BEST DEAL

It is often said that negotiation is an art form. Do you know the strategies? Can you handle a tough negotiator with finesse? There is no doubt that Steve Jobs excelled in business, and much of his success in a competitive market was the result of his equally excellent negotiation skills. How to Negotiate Like Steve Jobs By Tracey Azlyn, author and ESL specialist

savvy noun [NC], practical understanding or knowledge

1,160 words

There is no doubt that Steve Jobs was a world-class innovator. As the co-founder of Apple Inc., his inventions sparked a digital revolution that changed the way people 5 seek out entertainment, communicate with one another, access information and carry out their day-to-day activities. You can add world-class negotiator to his resumé as well. The world caught a glimpse of his excep10 tional skills in the release of his email correspondence with Rupert Murdoch’s son, James Murdoch of News Corp, the parent company of HarperCollins, during the proceedings of a price-fixing lawsuit filed 15 by the US government against Apple. His finesse is balanced by some hard-nosed negotiation tactics that allowed him to win over the company on the pricing of ebooks. A close look at one of his email messages 20 to Murdoch highlights Jobs’ savvy as a negotiator.

to remainder reg. verb, to sell leftover books at a deep discount

James, A few thoughts to consider (I’d appreciate it if we can keep this between you and me): 25

1. The current business model of companies like Amazon distributing ebooks below cost or without making a reasonable profit isn’t sustainable for long. As ebooks become a larger business, distributors will need to make at least a small profit, and you will want this too so that they invest in the future of the business with infrastructure, marketing, etc.

2. All the major publishers tell us that Amazon’s $9.99 price for new releases is eroding the value perception of their products in customer’s minds, and they do not want this practice to continue for 30 new releases. 3. Apple is proposing to give the cost benefits of a book without raw materials, distribution, remaindering, cost of capital, bad debt, etc., to the customer, not Apple. This is why a new release © 2016, Les Éditions CEC inc. Reproduction prohibited

UNIT 11 CLOSING THE DEAL

109

would be priced at $12.99, say, instead of $16.99 or even higher. Apple doesn’t want to make more than the slim profit margin it makes distributing music, movies, etc.

4. $9 per new release should represent a gross margin neutral business model for the publishers. We are not asking them to 40 make any less money. As for the artists, giving them the same amount of royalty as they make today, leaving the publisher with the same profits, is as easy as sending them all a letter telling them that you are paying 45 them a higher percentage for ebooks. They won’t be sad. 5. Analysts estimate that Amazon has sold more than one million Kindles in 18+ months (Amazon has never said). We will 50 sell more of our new devices than all of the Kindles ever sold during the first few weeks they are on sale. If you stick with just Amazon, Sony, etc., you will likely be sitting on the sidelines of the 55 mainstream ebook revolution. 6. Customers will demand an end-to-end solution, meaning an online bookstore that carries the books, handles the transactions with their credit cards, and delivers the books seamlessly to their device. So far, there are only two companies [that] have demonstrated online stores with significant transaction volume—Apple and Amazon. Apple’s iTunes Store and App Store have over 120 million customers with credit cards on file and have downloaded over 12 billion products. This is the type of online 60 assets that will be required to scale the ebook business into something that matters to the publishers.

So, yes, getting around $9 per new release is less than the $12.50 or so that Amazon is currently paying. But the current situation is not sustainable and not a strong foundation upon which to build an ebook business. [A portion of this email was redacted by the court.] Apple is the only other company currently capable of making a serious impact, and we have 4 of the 6 big publishers signed up already. Once we open things up for the second tier of publishers, we will have plenty of books to offer. We’d love to have HC among them.

Thanks for listening. 70 Steve

So what did Jobs do right in the exchange? At the time, HarperCollins, one of the world’s largest publishers, was reluctant to sign a deal with Apple in the days leading up to the iPad’s unveiling. Here are a few of the successful strategies he uses in the negotiation with the book publisher: clear and assertive language. Jobs’ overall tone is one of certainty. While he states that he wants to keep the contents of the message “between you and me,” the fact that he uses written communication expresses his commitment to and understanding of the potential deal. Written communication was the right medium. He repeats the salient point that HarperCollins’ current situation is “unsustainable.” His convincing language 80 tells Murdoch that this point is irrefutable. Later, he says the artists “won’t be sad” to make the same royalty. There is never any doubt in his mind. 75 Use

Sell the potential. Jobs presents the “unsustainable” status quo as an opportunity. He

states that if distributors earn more, it would lead to a small profit that would allow them to offer a better product to customers, which would benefit all parties. Jobs is a salesman, 85 after all. He also sees the “ebook revolution” that is coming and wants HarperCollins to believe in the incredible potential that comes with it. Both parties will win. Show your knowledge of the other person’s position. Jobs demonstrates his planning

and preparation. He understands that consumers want an “end-to-end solution” and tells 110

TODAY’S WORKPLACE

Murdoch that HarperCollins needs Apple to meet consumer demand for ebooks. He his understanding of the process insofar as the publishers need Apple to deliver their product, offering up yet another irrefutable point.

90 communicates

Mention the competition tactfully. Steve Jobs is not afraid to mention the competition,

but he is extremely thoughtful about it. He knows that referring to deals made with other publishers may raise the ire of HarperCollins. Essentially, Jobs tells Murdoch, “you need 95 us more than we need you.” However, he quickly adds that Apple would “love to” include HarperCollins among the publishers that will use Apple to distribute their ebooks. He balances things out with a feel-good remark. The hard negotiator’s message is tough, yet inclusive. Be open, honest and accurate. Jobs’ email is full of convincing points, but he backs up 100 everything

he says, be it with numbers or facts. He makes it increasingly difficult for the other side to argue when he mentions Apple’s 120 million customers. He concedes that receiving $9 from the distributor is less than the current model but explains that this model is flawed. He has the facts on his side. Along with everything Jobs does successfully as a negotiator, it is important to note what

105 he does not do. He is never rude or condescending. He is congenial at all times and paints

the picture of a prosperous future to their mutual benefit. While he is, in fact, offering an ultimatum, his confidence is unmistakable and unquestioning: he is right. Together with his brilliance as an inventor and entrepreneur, how can you argue with that?

1 Words in Context For more practice on this vocabulary, go to the digital interactive activities.

Match the terms with their definitions. Focus on how the words are used in the context of the article. 1 to catch a glimpse

a to observe but not participate

2 parent company

b to delete; remove

3 gross margin

c obvious; impossible to misinterpret

4 to sit on the sidelines

d smoothly; consistently

5 seamlessly

e to get a look

6 to redact

f friendly and pleasant

7 congenial

g total revenue minus the cost of goods sold

8 unmistakable

h a firm that owns or controls another company

2 Comprehension

1 The email exchange that demonstrated Steve Jobs’ negotiation skills was between a. the US government and Apple.

b. Steve Jobs and Rupert Murdoch.

c. Steve Jobs and James Murdoch.

d. James Murdoch and HarperCollins.

2 According to Jobs, who receives the extra profit generated when the ebook price increases to $12.99? a. the distributor b. the publisher c. the artists 3 What does Jobs mean by “eroding the value perception” of products? 4 What is the main idea of point 3 in Jobs’ email? a. Apple will make a profit by charging $16.99 or higher. b. Apple wants customers to enjoy the benefits of lower-cost ebooks. c. Apple wants a larger profit margin from books than from music and movies.

UNIT 11 CLOSING THE DEAL

111

5 Check the supporting points Jobs uses in point 6 to show that Apple provides an end-to-end solution. Apple handles a large volume of transactions. Amazon also handles a large volume of transactions. Apple is large enough to meet customer demands. 6 Who is Apple’s competition? Check all answers that apply. HarperCollins

Amazon

Sony

all book publishers

7 Fill in the chart with the numbers as proposed or mentioned by Jobs.

$ per book Apple wants to pay book publishers

Cost of newly released ebook for consumer

Number of publishers who have accepted Apple as a distributor

8 When did this negotiation between Apple and HarperCollins occur? a. long before the iPad hit the market

b. right before the iPad hit the market

c. right after the iPad hit the market

d. long after the iPad hit the market

9 Rank the strategies Jobs used according to how important they were to the success of the deal, with 1 being the most important, 2 being slightly less important, etc. using a confident tone

explicitly stating numbers

persuading by explaining sales potential

referring to the competition

10 Review Jobs’ email again. Can you add at least two more successful strategies that Jobs used in the negotiation?

PROFESSIONAL TERMS POSITIONING AND MAKING CONCESSIONS

112

• Stating wants and needs What we need is ... For us, the most important points/ aspects are ... We can’t do without ... • Probing What do you need, exactly? What is the most important thing for you? What do you value the most? • Expressing agreement or compromise We could compromise ... If you agree to ... we would accept ... We are ready to accept/concede ... if you will revise your demands regarding ... Would you be willing to reconsider ... if we ...?

Collaboratively Speaking NEGOTIATING

1 Background The municipal government is funding a new youth centre in your neighbourhood. A local property developer has won the contract to build the centre. Before construction begins, all stakeholders must meet and negotiate the needs of the young people in the community.

2 Roles Youth representative: You attend the nearby secondary school. The youth centre’s board of directors believes in youth ownership, that is, having young people involved in the decision-making process. In the negotiation, you want to make sure that the needs of the area’s students will be met. Day camp coordinator: You were hired by the city to coordinate day camps for children aged 5 to 12 in the community. You want to offer day camps for sports and fitness, arts, science and languages, and outdoors and adventure. Therefore, the youth centre must be equipped with the appropriate facilities to run the day camp programs. Property developer: The youth centre must generate income to cover some of its operating costs. You must suggest enterprises that would be operated by the young people who use the centre.

3 Strategize Individuals with the same roles meet in groups of three or four. Discuss your needs and make a list. Discuss the negotiation strategies you will use in the meeting.

TODAY’S WORKPLACE

4 Role Play

DOS

AND

The three different roles now meet in groups of three. Discuss and negotiate the needs of each group. Work together to negotiate and plan the design of the new youth centre.

DON’TS

LISTENING: UNDERSTANDING A PROCESS DO

• Pay close attention to the first word at the beginning of each step as a cue for the rest of the steps in the process. DON’T

• Overlook any of the steps provided since each has equal importance.

Video Analysis NAVIGATING WHAT YOU WANT

Have you ever put your negotiation skills to the test? Watch the first video to learn the fundamentals. Then, explore the world of real estate and the tricks realtors use to their advantage.

1 Words in Context Replace the underlined words with the following expressions. even temper dug in their heels a counter-offer to put their differences aside 1 She is a good teacher because of her calm personality. 2 I wanted to pay only $100 but the seller gave me another price. 3 They decided not to focus on their disagreements and try to be friends. 4 I asked the sellers to reduce the price but they refused.

2 Comprehension 1 Write an I beside the steps that talk about information and an E beside the steps that talk about emotions. Step 2: Put differences aside Step 3: Keep control Step 4: Ask questions

Step 5: Get an advantage

2 What is one way to show that you have understood the needs and concerns of the person you are negotiating with? 3 If your opponents make the first offer a. they will have an advantage.

b. the limits of the negotiation are known.

c. you can show that you are listening. d. the outcome will be reasonable. 4 Are there any situations when compromise is not the best outcome? Consider personal or professional situations.

3 Words in Context Replace the underlined words with the expressions from the second video. Use each expression only once. real estate

con rubber stamp measly hold out

ran the offers past me bullied

1 Five per cent is a very small tip. I think we should leave more. 2 I think we should wait longer for a better offer. 3 We were intimidated unfairly by the seller so we would pay more.

UNIT 11 CLOSING THE DEAL

113

4 The real estate agent explained the propositions to me before I agreed on the buyer. 5 I have been saving for a long time to be able to purchase some property. 6 This investment seems too good to be true. I think it’s a rip-off. 7 Our boss gave his blind approval to the project without reading the plan.

4 Comprehension For more practice with these two videos, check out the digital interactive activities.

1 What are two arguments you can use to reduce a mortgage broker’s commission?

2 If you are “leery” of a broker’s suggestions, you a. trust the broker. c. have done research.

b. are uncertain. d. accept them.

3 Fill in the chart with the correct percentages.

% of houses sold at open houses

% commission brokers used to demand

% of house hunters who look online for a new house

4 Explain the benefits to the mortgage broker of each one of the following strategies.

Mortgage Broker Strategy

Benefit to Broker

holding an open house not mentioning all offers to seller using the broker’s own inspector 5 In your opinion, what are two advantages and two disadvantages of using a mortgage broker?

Advantages

Disadvantages

EDITING REMINDER • Who or whom are used with

an indirect object and a verb. Whom is generally more formal.

• Do not confuse who with which.

Who is for a person; which and that are for a thing. Whose is used to express possession by a person or thing.

• That is overused in spoken

English; avoid repeating this relative pronoun in your writing.

114

Edit This! ADJECTIVE CLAUSES: WHICH, WHO, WHOM, WHOSE AND THAT

Use clauses introduced by relative pronouns in order to add non-essential information about a noun that is not crucial to the meaning of the whole sentence. Make sure to include two commas and a verb with this clause. • The house on the top of the hill, which is next to Mr. Sampson’s farm, is for sale. • Mr. Obama, who knew every head of state in the room, was late for the summit. • Jessica’s mother, who/whom you met last year, is being transferred to London. TODAY’S WORKPLACE

These relative pronouns can also be used in order to provide essential information necessary to the meaning of the entire sentence. Note that the commas are removed and that can be used instead of who or which. • The executive who/that got promoted last week was formerly head of my department. • The man whose car is parked outside is my client. • The report which/that I sent to head office is confidential.

Editing Focus Write complete sentences using the words provided and which, who, whom, whose and that.

For more practice on this grammar, go to the digital interactive activities.

The presenter / gave an amazing talk about negotiation / answered questions from the audience.

The equipment / cost / $12 million to build / was made in Finland

Ms. Ryerson / car broke down / last night / prepared contract offer

The counter-offer / was declined a year ago / was proposed again this year.

Joseph Pinney / joined the company / last week / presented the proposal.

The installation / scheduled to begin in June / may be delayed.

The contract negotiations / started last year / between the company and the union / are ongoing.

The proposal / to everyone’s benefit / was accepted / by all parties. For more practice with adjective clauses, go to Editing Focus page 157 in the Reference Section.

Send It REPORT

You are a new project manager for on-board service at TotalAir, a new Montreal- based airline company. Returning from a long stressful weekend of negotiations with two major players in the airline food industry, you are shocked to learn that costs for pre-prepared meals have skyrocketed by 34 per cent over the last eight months. Three main challenges weigh heavily on your mind: offering meat products on all flights doubles your in-flight food service costs; you are all too aware of survey results from passengers complaining about the lack of variety of meals on your international flights; and, your idealistic supervisor is a vegan who believes your airline should become the first to offer only fresh food to all passengers, even though such an idea would not be logistically or financially feasible. Write a report to your supervisor detailing your negotiations and findings with the airline food-industry representatives. Provide recommendations on the most cost-effective solutions. For more information on how to write a report, refer to the sample document on pages 182 and 183 in the Reference Section.

UNIT 11 CLOSING THE DEAL

115

UNIT 11 Case Study Negotiating the Best Deal Background You are part of the organizing committee of the 1st Annual Blues Festival in your city. It is a three-day music event with free outdoor stages, food service and souvenir vendors, as well as ticketed shows at various venues. Market research projects that the event will attract approximately 50,000 people. You must negotiate with the event management company bidding to provide logistical and event management support. Between government grants, sponsors and fundraising, you have raised a substantial amount, and you will receive further revenue from ticket sales, the prices of which are not yet determined. Some of the elements to consider when negotiating include: •S ite venues and management: sourcing and contracting, on-site management •P roduction management: stage management, technical direction

Procedure

1 Form two teams of two to four people. One

team represents the festival committee and the other represents Titan Productions.

2 As the festival committee, research and

brainstorm all of the elements that you must negotiate with the company. Try to estimate all of your costs and income sources.

3 As representatives of Titan Productions, review 11

all logistics requirements and determine a price that you want to charge the festival committee for your services. Think of ways the committee could increase their revenue or reduce their costs to meet your price. For example, some subcontractors could co-sponsor the event.

4 Develop a negotiating strategy based on your

position, and speculate on what the other party will propose or object to.

•O perational staging and sets: design, fabrication and installation •L ighting and audio: design, rigging and installation •T emporary structures: tenting, fencing, etc. •C atering and vendors: food trucks, souvenirs and crafts •R isk management: insurance and contractual guarantees with suppliers and vendors. The event management company that you are negotiating with is Titan Productions. The company is a full-service event management company with several years’ experience planning gala events, concerts, parades, grand openings, etc. Titan Productions is well-connected and respected in the local entertainment industry. The festival will be held in the busy summer months when the company is in great demand.

Follow-up Several days after your negotiation with Titan Productions, you receive an email message from the company’s CEO, Lidia Beaupierre. She regrettably informs you that due to unforeseen circumstances, they must raise the agreed price by 10 per cent.

Procedure Work with a partner. Compose an email response to the CEO of Titan Productions. You can increase the price by only 5 per cent. With your partner, discuss the points you will mention in your email and make a list. Write an email with an appropriate opening, and present your reasons using bullet points with clear explanations. Remember to include a suitable closing.

5 You will have 25 minutes to conduct your negotiation. Try to reach a handshake agreement.

116

TODAY’S WORKPLACE

Notes for Case Study:

Optional Writing Task Your textile company, ABC Textile Corporation, has relocated its factory to another country and streamlined its operations. Manufacturing costs are greatly reduced, while the quality of your textiles remains high. Two years ago, you bid on a contract to be the main supplier to a successful athletic apparel company, Divine Design. You lost out to another company whose prices were only slightly lower than yours. You have learned recently that the bid-winning company is experiencing distribution problems, and Divine Design is dissatisfied with their service. Write a persuasive email to the CEO of Divine Design, Julie Banks, to persuade her to consider switching suppliers to use your company as its main textile supplier. For more information on how to write a persuasive email,

refer to the sample document on page 175 in the Reference Section.

Draft for Optional Writing Task:

UNIT 11 CLOSING THE DEAL

117

Reference Section Table of Contents

EDITING FOCUS

EDITING FOCUS*. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 149

UNIT 1 PRESENT TENSE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 149

UNIT 2 NON-COUNT NOUNS AND QUANTIFIERS. . . . . . . . . . . . . . . . . .

page 150

UNIT 3 PRESENT CONTINUOUS AND OTHER –ING FORMS. . . . . . . . . .

page 151

UNIT 4 PRESENT PERFECT VS. SIMPLE PAST . . . . . . . . . . . . . . . . . . . . .

page 151

UNIT 5 MODAL AUXILIARIES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 152

UNIT 6 QUESTION FORMATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 153

UNIT 7 PREPOSITIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 154

UNIT 8 PAST PERFECT AND PRESENT PERFECT. . . . . . . . . . . . . . . . . . .

page 155

UNIT 9 ARTICLES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 155

UNIT 10 ADJECTIVES: COMPARATIVE AND SUPERLATIVE FORMS. . .

page 156

UNIT 11 ADJECTIVE CLAUSES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 157

UNIT 12 PHRASAL VERBS AND GET. . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 157

UNIT 13 NOUN CLAUSES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 158

UNIT 14 FUTURE FORMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 158

* Bolded words in the activities indicate vocabulary targeted in the units.

148

MISUSED WORDS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 160

MISUSED WORDS 2: PREPOSITION COMBINATIONS. . . . . . . . . . . . . . . . . . . . . . .

page 162

MECHANICS: PUNCTUATION AND CAPITALIZATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 163

SAMPLE DOCUMENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 164

COVER LETTERS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 164

FUNCTIONAL AND CHRONOLOGICAL RESUMÉS. . . . . . . . . . . . . . . . . . . .

page 166

FORMAL REQUEST. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 168

FORMAL EMAIL REQUEST AND INFORMATIONAL RESPONSE EMAIL . .

page 169

FORMAL COMPLAINT AND RESPONSE TO A COMPLAINT. . . . . . . . . . . .

page 171

PRESS RELEASE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 173

FORMAL INVITATION TO SPEAK. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 174

PERSUASIVE EMAIL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 175

THANK YOU LETTER OR LETTER OF CONGRATULATIONS. . . . . . . . . . . .

page 176

BAD NEWS LETTER 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 177

BAD NEWS LETTER 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 178

PROMOTIONAL LETTER. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 179

MEMO 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 180

MEMO 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 181

REPORT AND RECOMMENDATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 182

REQUEST FOR FUNDING. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

page 184

TODAY’S WORKPLACE

Editing Focus UNIT 1 PRESENT TENSE

For more practice on this grammar, go to the digital interactive activities.

Underline the correct verb tense in the following sentences. 1 I (am using / use / have used) social networking every day to tell people how my job search is going. 2 Viral marketing (is growing / has grown / grows) so quickly at the moment. 3 We (has / are having / have) only one bad apple on this team and it is not me! 4 It is good that from time to time people (standing up / stand up / are standing up) for their rights. 5 Every week, she (makes / has made / is making) ends meet by working part-time. 6 (Are you / Have you / Are you being) aware of the new dress policy we have to follow? 7 Fred has lots of experience. He (works / is working / has worked) gigs like this before. 8 Molly (does not answer / is not answering / has not answered) the phone because she’s too busy. 9 (Does John decide / Has John decided / Is John deciding) to accept the job of caretaker yet? 10 The president (has met / is meeting / meets) all the members of the team over the past week. Complete the following sentences with the simple present, the present continuous or the present perfect of the verb in parentheses. 1 Paul (meet)

with the sales representatives right now.

2 Our office equipment (be)

behind the times.

3 For the third month in a row, the boss (crown) best seller. 4 I can’t take this call now as I (prepare)

the morning briefing.

5 Thank you for your resumé, but we (hire, not) employees at this time. 6 You should buy this product. I (try) 7 Tim (give) what happens!

it before and it works well.

it is the right thing to do.

9 Let’s look our options. (buy, we) 10 I (see, not)

new

it a shot as we speak, so try it yourself and see

8 Right now, he (believe)

Farid the

new furniture or (keep)

it all for one more year? you in a long time.

Make sure you have completed the Words in Context activities on pages 10 and 12 of this book. In the space provided below and using your own ideas, write a complete sentence for six of the bolded words in activities 1 and 2 on this page. Use the simple present, present continuous or present perfect in each sentence. 1

EDITING FOCUS

2 3 4 5 6

REFERENCE SECTION

149

UNIT 2 NON-COUNT NOUNS AND QUANTIFIERS

Complete the diagram using the following words. Write the count nouns in the plural form. baggage water business equipment regulation lender mail change furniture wood electricity money oil paper fruit milk chair experience people hair glass stockbroker shelf oxygen briefing coffee culture time information expense

For more practice on this grammar, go to the digital interactive activities.

Non-count nouns baggage

Non-count and count nouns business(es)

Count nouns regulations

EDITING FOCUS

Choose a noun from the table above to fit the instruction and write a sentence using the noun and a quantifier. Example: Non-count noun: water Most of the water found in North America is safe to drink. Sentence: 1 Count noun Sentence 2 Non-count and count noun with a change in meaning Sentence Sentence 3 Count noun Sentence 4 Non-count noun Sentence 5 Non-count and count noun with a change in meaning

Sentence

WORD: to put off

DEF: to dela y

150

Make sure you have completed the Words in Context activities on pages 20 and 23 of this book. With a partner, divide the terms in these activities as evenly as possible. Each person writes a term on one card and the definition of this term on another card. You will play two separate matching games, one with each deck of cards. Arrange the cards face down and keep the word and definition cards separate. Your partner will turn over one card at a time from each group. He or she must remember where they are. Each time your partner successfully matches a term to a card, your partner must give an example sentence using an original idea and an appropriate context. Write down your partner’s sentences on a sheet of paper for evaluation purposes.

TODAY’S WORKPLACE

UNIT 3 P RESENT CONTINUOUS AND OTHER –ING FORMS For more practice on this grammar, go to the digital interactive activities.

Correct the following sentences for use of the simple present, the present continuous and –ing noun forms. One sentence is correct. 1 What do the service managers address in the conference room at this time? 2 Right now, I think he storms out of the room and shouts profanities. 3 Stop lose your cool. He goes through a difficult year. 4 “Rob Peter to pay Paul” is an old expression that means take money from St. Peter’s Church in Rome to make a donation to St. Paul’s Church in London. 5 Why ins’t the phone carrier route my text messages back to the server? 6 HBC works hard to fill a gap in the Canadian retailing market this year. 7 He is to be so choosy about the hotel accommodations we’re working on. 8 The customer pushes the envelope a little too much in his demands right now 9 Here is a random selection of paint colours I chose. What do you think? 10 In this quarter, customer service costs drive our business close to bankruptcy.

Make sure you have completed the Words in Context activities on pages 30 and 33 of this book. Imagine you are having a terrible customer-service experience and describe what is happening using the words from these two vocabulary activities.

UNIT 4 PRESENT PERFECT VS. SIMPLE PAST

Rewrite the verbs in parentheses in the simple past tense and in the correct form of the affirmative, negative or interrogative. 1 (go) to the same resort last year? 2 Mr. Jones

(become) an MP last year.

3 The clerk 4

(realize, not) the documents were forged. (read, Martin) the high profile case I put on his desk

yesterday?

5 The Canada Revenue Agency

the case we

(refer) to them last Tuesday.

6 Our computer team that 7 Who or them?

(tell) us they will prosecute (crack, not) the code of the virus

(infect) our servers. (have) the burden of proof in yesterday’s case, us

8 When the Johnson Corporation we

EDITING FOCUS

For more practice on this grammar, go to the digital interactive activities.

(get) that contract,

(feel) it had been yanked from under our feet.

Choose the correct verb tense in parentheses and circle the time marker. Put an x at the end of the sentence if there is no mention of specific time. 1 I (knew / have known) these guys since my boyhood years. 2 This company (has run / ran) afoul of the laws so many times regarding advertising. 3 Did you know the judge (have found / found) him guilty of breaking securities laws last year?

REFERENCE SECTION

151

MISUSED WORDS AND EXPRESSIONS Write an example sentence with each of the following commonly misused words or expressions. Underline each word or expression. Use online or print resources.

1 as / has: 2 by example / for example: 3 by (the) year / every year / a year / per year 4 caterer / traitor 5 choose / chose MISUSED WORDS AND MECHANICS

6 complain / complaints 7 do / make 8 excuse / apologize 9 formation / training 10 good / right 11 is / his 12 its / it’s 13 job / work 14 join / reach 15 live / leave 16 loose / lose 17 much / many 18 or / our / are 19 point / dot / period (.)

160

TODAY’S WORKPLACE

MECHANICS: PUNCTUATION AND CAPITALIZATION Punctuation The period

. The comma ,

Purpose Separates complete ideas or main clauses Is used: • To separate three or more words in a sentence (The comma before and is optional.) • To introduce reported speech

Example I left the report on your desk. It’s on top of the files marked urgent. • Clara, Ben, Marie and Ohad worked on the presentation together. • Frank said, “It should be completed within an hour.”

• To separate two main clauses with a coordinating • Martyna is reading a magazine, and her conjunction eyes are starting to close. • To separate a subordinating clause from the main • Although I am sick, I will still go to work. clause. The question mark

Indicates a question

Who has been to the Kennedy Center for the Arts in Washington?

Shows exceptional emotion (avoid use as it looks like shouting)

The shipment never arrived!

Indicate reported speech or a quotation

José said, “I don’t think you should invite them, because they always sit in a corner and complain.”

? The exclamation mark

Quotation marks

“” The semi-colon

; The colon

Is used: • To separate two independent clauses with a related idea

• I left the report on your desk; this is the only report you’ll need.

• To link two sentences with a transitional expression (however, unfortunately, etc.) Please note that periods can replace a semi-colon in this function.

• We were very impressed with your qualifications; unfortunately, our department is not offering an IT position at this time.

Is used: • To introduce a list of items

• There are three cities that I want to visit in Poland: Gdansk, Warsaw and Krakow.

• To follow the name of the recipient in a salutation, although this is more formal than a comma. The apostrophe

’

Is used: • To contract a verb

• It’s time to leave.

• To indicate possession.

• Samantha’s mother moved to the UAE.

Capitalization Capital letters

• Dear Ms. Reinhardt:

Purpose

Example

Are used for: Days of the week Names of months, people, places, streets

• Sunday, Tuesday • October, Keiko, Italy, Sunset Boulevard • Ms. McDonald, Director of Sales, The Lord Titles for people and important positions, books, of the Rings, the Employment Equity movies, government laws and programs Program, Bill C-4 • French, Muslim, Mandarin Chinese Nationalities, religions and languages • Adobe Systems, Health Canada, Names of companies and government agencies and Immigration and Refugee Board of Canada departments.*

MISUSED WORDS AND MECHANICS

* Capitalize abbreviated terms such as Ministry when referring to a specific agency or department previously named.

REFERENCE SECTION

163

Sample Documents COVER LETTERS

Cover Letter—Solicited Position: Email Format

If you don’t know the name of the recipient, use a generic title such as the one shown. Make reference to the location and date of the job ad and also the position you are applying for.

TO: hr.info@HandM.co FROM: dimitri.rastopoulos@email.com SUBJECT: JobTouch Posting 54336 Dear Human Resources Manager, In response to your ad posted on May 4, 20xx on the JobTouch site, I would like to apply for the position of store manager.

SAMPLE DOCUMENTS

Briefly point out your main qualifications or job experience. Bullet form works well as it is clear, concise and easy to read.

I am sure you will find my qualifications meet your requirements. • A diploma in Business Management • Extensive sales experience in retail and large surface stores • Limited but invaluable experience as temporary store manager • Completion of specialized training in customer service, product management software and personnel management • Multi-language proficiency relevant to your store location

Explain your soft skills (e.g. communication, personal traits, etc.), end on a positive note and thank your recipient for his or her attention.

In addition to my diploma in management, my on-the-floor experience has allowed me to develop my abilities to interact in an open and friendly manner with both customers and employees. I am a diplomatic and loyal employee. I look forward to hearing from you and meeting you in person. Thank you for taking my application request into consideration. Dimitri Rastopoulos

164

TODAY’S WORKPLACE

FORMAL COMPLAINT AND RESPONSE TO A COMPLAINT

Formal Complaint Letter

FriendlYOURS 3495 Grand Avenue, Tower 3 Vancouver, BC V6Y 7R3 August 11, 20XX Mr. Juan Montez Manager Wapiti Hotel 23 Moose Head Road Lac Blanc, QC K8T 4R2 Mr. Montez: SUBJECT: Friendly Yours Group Stay—July 20 to July 30, 20xx

Be as precise as possible about the facts. Describe what happened at every step in the process. Explain each additional issue in a separate paragraph. Remember to stick to the facts and avoid language that may be viewed as rude or aggressive.

End on a positive note and clearly state the action you expect the recipient to take.

Every year our company selects a different hotel for our senior managers’ annual retreat. Your hotel was selected for this year’s event following an email offer you sent us on April 14 and a phone conversation I had with Roberto Fuentes, your concierge. Regrettably, what you promised and advertised did not meet our minimum requirements and expectations. First of all, when we arrived, our booking was short one room. The concierge explained that because it was the high season, the hotel had been overbooked. One of our managers had to be relocated for two days to a different section of the hotel and a lower-end room. The only compensation offered to her was one free meal. Secondly, we had booked a conference room that was supposed to include daily refreshments (coffee, pastries, etc.). We found that the quantities of food and drinks were insufficient for six people. In addition, on two occasions, the conference room had not been cleaned from the previous day’s event. We were told by your staff that the refreshments package was standard for our group size and that the lack of cleaning was an oversight, again due to the high number of guests. No compensation was offered. I am writing directly to you since we could not get adequate follow-up and solutions from your staff. I believe it is realistic to expect impeccable service in a five-star hotel such as the Wapiti. Since this was not the case, we expect compensation as follows: a full refund for the low-end hotel room and a five per cent rebate on the whole package. We thank you for the prompt attention to the matter at hand. Sincerely,

SAMPLE DOCUMENTS

Begin your letter on a positive note.

Mitch Broker Mitch Broker CEO Friendly Yours Inc.

SAMPLE DOCUMENTS

171

PROMOTIONAL LETTER

FLASH PICS 4751 Draper Drive Sudbury, ON, K9U 6G3 September 15, 20XX Mr. Fasil Khan Sales and Marketing Director Cameras-To-Go 3967 Monk St. Montreal, QC H9K 6A2 Dear Mr. Khan: Clearly advertise the product and its main feature. Hook the reader’s attention and highlight both his/her valued status and the value of your offer. Highlight the main or unique selling points to increase interest.

SUPERFAST FX DSLR NOW AVAILABLE TO PREFERRED CUSTOMERS As one of our oldest and most highly valued customers, we are offering you the opportunity to get the jump on your retail competitors and place an advance order for our newest product: the Superfast FX camera and camcorder. This camera is the fastest of its kind. The new microprocessors at the heart of its high-tech design give the FX the ability to take pictures with unheard-of speed settings and at incredibly high resolutions. Furthermore, video recordings are made easier with the FX movie detector, a new feature that starts and stops recording only when the camera senses vertical movement.

Maximize interest by making a special limited-time offer.

At this time, we have 1,000 cameras ready for delivery in the next two weeks, and we are ready to send you 50 of them as a one-time exclusive offer. Take advantage of this lead time to whip up interest in the product and establish your market. Act now before the FX is officially released.

Re-emphasize the need for immediate action on the part of the customer. Make sure to provide contact information.

As we expect the demand for this new product to be very high, we can only keep this offer open for only three days. To become one of our exclusive distributors of the hottest camera to hit the market in years, call us right now at the number below, and mention the promotional code FX Flashpics QC. Customer care line: 1-800-555-0072

Wilhelm Smith Wilhelm Smith Marketing Director

SAMPLE DOCUMENTS

Another great selling point is that the FX battery keeps its charge 15 per cent longer than all other brands, and it can fully recharge within three hours. These new features are sure to dazzle your customers.

179

Today’s Workplace

2nd EDITION

Intermediate Business English Skills

This second edition has been fully updated to respond to the rapidly-evolving needs of ESL students preparing for and professionals working in the Canadian workplace. The themes in Today’s Workplace focus on the business issues, innovations and challenges which are shaping the North American business landscape today. With updates to all themes, including 10 readings, 11 videos and most activities, this sought-after revised edition offers all of the essential language practice students need for workplace communication. This book develops the business skills needed for listening, speaking, reading, vocabulary-building and editing, as well as writing effective workplace documents.

Today’s Workplace 2nd Edition includes:

• 14 progressively more challenging units • Business articles, TV interviews, investigative reports and short video clips, all of which offer close examinations of business-centred topics

• Customizable comprehension activities for multi-level classes • Professional terms to support students in all speaking activities • Listening strategies to better understand videos and English speech patterns • Pronunciation strategies to improve clarity of speech • Editing exercises with a wide variety of workplace documents • Writing tasks for correspondence, reports and other professional documents • Case studies that offer problem-solving scenarios and detailed role plays • A comprehensive reference section with exercises on grammar and vocabulary; also, a collection of useful sample documents with Canadian formatting

• 150 FREE interactive activities.

Teacher’s Answer Key includes teacher’s notes, transcripts, evaluations, all videos and 150 free interactive activities.

Digital Versions, accessed with or without the internet Content Workbook for Students The digital skills book allows students to: • flip through the book, take notes and write in their answers • save voice recordings in an audio player • access the videos in the units • do 150 FREE activities on vocabulary, comprehension and grammar

Teacher’s Answer Key For in-class use and correcting, the digital version allows you to: • project, take notes and flip through the entire skills book • show the answer key, question-by-question • share the teacher’s notes and documents with your students • correct your students’ answers directly on their digital workbook • access all videos • save voice recordings in an audio player

Michel Rompré has taught ESL at Cégep Montmorency since 1994. He was also a pedagogical counsellor for over three years. He holds a BA in English Literature and an MA in Education from the Université de Montréal. Tracey Azlyn has been teaching ESL for over 9 years, including more than 6 years at Simon Fraser University, McGill University and Concordia University. She holds an MA in Languages and a BA in Economics from the University of Western Ontario, as well as a Postgraduate Certificate in English Second Language Teaching from Humber College in Toronto.

Six-month access for students and teachers to the digital version of the skills book is FREE upon purchase of the paper version of the skills book.

One-year access to the digital version of the skills book is also available for purchase online. Go to www.editionscec.com.