B2 S2

ENGLISH EDHEC BBA 2 Semester 2 Academic Year 2017-2018

COURSE COORDINATOR: STUART MORRIS LECTURERS: STUART MORRIS FRANCOISE LEBLANC PHILIP CLAYTON ROBERT TAYLOR THOMAS COLLINS STEVEN DAWSON GALEN DAVIS MARK LINDORES

Session

Topic

Activity

Pages

1

1.Organise WO’s 2.Entrepreneurship 3.Gr.Comparing 4.Additional Material

W1.1.1-4 W1.2.1-6 W1.3.1-6

2

1.Purchasing 2.Gr. Quantifiers, (Un)Countable Nouns

W2.1.1-4 W2.2.1-7

12 - 18

3

1.Franchising 2.Gr.Present Simple

W3.1.1-3 W3.2.1-8

19 - 25

4

1.Trade 2.Gr.Conditionals 3.Trade Cont’d 4.Trading Game

W4.1.1-7 W4.2.1-10 W4.3.1-3 W4.4.1

5

1.Exam CC1 2.Logistics

W5.1.1-6

6

1.Gr.Past Simple/Pres.P 2.Logistics & Grammar 3.TOEIC

W6.1.1-2 W6.2.1-5 W6.3.1-2

47 - 51

7

1.Prefixes and Suffixes 2.Customer Service 3.Gr. Complaints

W7.1.1-8 W7.2.1-10 W7.31-3

52 - 66

8

1.Travel & Tourism 2.Gr. Travel & Tourism 3. Written CC

W8.1.1-8 W8.2.1-7

9

1.Exam CC2 2.International Business

W9.1.1

10

1.International Business 2.International Business 3.Gr. Gerunds & Infitives

W10.1.1-5 W10.2.1-4 W10.3.1-7

1.TOEIC Mock Exam 2.Watch Tourism Videos 3.The Social Game

W11.1.1-2

11

12

Oral Presentation

2 - 11

1] 2] 3]

26 - 41

42 - 47 4]

5]

6] 67 - 76

77 - 77 7] 77 - 92

93 - 100 W11.2.1

Final Orals

Important Information Exams [60% of your grade] 1. Exams dates are marked in bold.

2. Exams will be at the beginning of the two hour session.

3. All personal belongings [coats, bags, phones etc] must be at the front of the classroom before the exam starts. You are only permitted, a pen/pencil, correction fluid, draft paper will be provided.

4. You can not leave the room until the exams are finished.

5. Cheating or talking during the exam will result in a ZERO and may result in expulsion from the class.

Weekly oral activities [20% of your grade] 1. Each week one or two groups will perform the weekly oral activity, the date must be agreed during the first session and adhered to, failure to attend class on your given date will result in a ZERO. Classroom Behaviour / Participation [20% of your grade] 2. You must bring this book to every session.

3. You must arrive on time to your class.

4. Mobile phones are not permitted and must be in your bag/coat pocket at all times.

5. Laptops are not permitted and must be in your bag/coat pocket at all times.

6. Disruptive behaviour is will not be tolerated.

7. Any of the rules above if broken may result in expulsion from the class.

Other information 1. The LRC or Language Resource Centre is located in S4-129.

1

Week 1: What is Entrepreneurship?

W1.1.1: Read the article below to yourself and highlight all the vocabulary which you do not understand.

At its core, entrepreneurship is starting a business from scratch, which includes everything from idea conception to managing the company for the long term.

Nolan Bushnell, who founded Atari and Chuck E. Cheese's, believes the key to becoming an entrepreneur is as simple as doing something.

"A lot of people have ideas, but there are few who decide to do something about them now," Bushnell said. "Not tomorrow.

Not next week. But, today. The true entrepreneur is a doer, not a dreamer."

Peter Drucker, known as "The Father of Modern Management," said entrepreneurship centers around innovation.

“Entrepreneurs need to search purposefully for the sources of innovation, the changes and their symptoms that indicate opportunities for successful innovation," Drucker said. "And they need to know and to apply the principles of successful innovation." While there are no specific traits common among all entrepreneurs, the University of Illinois Center for Economic and Financial Education believes there are certain characteristics that most successful entrepreneurs possess, including: Ability to Plan: Entrepreneurs must be able to develop business plans to meet goals in a variety of areas, including finance, marketing, production, sales and personnel.

Communication Skills: Entrepreneurs should be able to explain, discuss, sell and market their goods or service.

Marketing Skills: Good marketing skills, which result in people wanting to buy goods or services, are critical to entrepreneurial success.

Interpersonal Skills: The ability to establish and maintain positive relationships with customers and clients, employees, financial lenders, investors, lawyers and accountants, among others, is crucial to the success of the entrepreneur’s business venture.

Basic Management Skills: Even if entrepreneurs hire others to deal with the day-to-day tasks of the business, entrepreneurs need to know whether their company has the correct resources.

Leadership Skills: The ability to develop a vision for the company and to inspire employees to pursue it is imperative for success.

Many of history's top business leaders earned their success through entrepreneurship. This includes Henry Ford, Walt Disney, Coco Chanel, Ray Kroc, John Rockefeller, Mark Kay Ash, P.T. Barnum and Estee Lauder.

Mark Cuban, Richard Branson, Bill Gates, Oprah Winfrey, Donald Trump, Martha Stewart and Russell Simmons are among today's most successful entrepreneurs. The list includes Anita Roddick, founder of The Body Shop, who believes entrepreneurship is all about survival.

"Nobody talks about entrepreneurship as survival, but that's exactly what it is and what nurtures creative thinking," Roddick said. "Running that first shop taught me business is not financial science; it's about trading: buying and selling."

While many workers used to focus on becoming corporate leaders, new studies show entrepreneurs are paving the way for the next generation of business innovators.

Research by Intelligent Office revealed nearly 65 percent of workers would prefer to be an entrepreneur or independent worker rather than work in an office. Additionally, the Ewing Marion Kauffman Foundation's Index of Entrepreneurial Activity shows approximately 543,000 new businesses were created each month in 2011.

While the goal is always success, accomplished entrepreneurs must be prepared to move on to the next venture should one not work out.

"I have not failed," Thomas Edison once said. "I’ve just found 10,000 ways that won’t work."

Source - https://environgentia.wordpress.com/2015/02/19/the-dumbest-way-to-become-an-entrepreneur-2/

Difficult vocabulary

Meaning

French

entrepreneurship entrepreneur purposefully entrepreneurial accountants is imperative nurtures innovators

2

W1.1.2: Group Discussion: 1. What do you think when you hear the word entrepreneur?

2. Do you know any economists and scholars who have written about entrepreneurship?

3. What do entrepreneurs actually do?

4. Which personal qualities and character traits do entrepreneurs share?

5. Give as many features of the entrepreneurial mindset as you ca.

6. How can entrepreneurs raise the capital to start the business?(internal and external sources) 7. Which countries do you think have the highest proportion of entrepreneurs and why?

8. Do countries (which ones) promote an entrepreneurial culture? Why do they do this?

9. Give some examples of well-known entrepreneurs not included in the article W1.1.3: Video Comprehension An entrepreneur since childhood, Cameron Herold wants parents and teachers to recognize — and foster — entrepreneurial talent in kids.

Why you should listen For 20 years, Cameron Herold has been coaching entrepreneurs on five continents, helping them build their companies. He started BackPocket COO to coach and mentor young, fun companies -- and help them make their dreams happen.

Herold was a leading force behind one of the most successful new business ventures of the last decade, 1-800-GOT-JUNK?. He was Chief Operating Officer for nearly seven years. Prior to that, he was VP of Corporate Development at Ubarter.com.

“Start building a network of fellow entrepreneurs that understand your passion and don’t make you feel guilty about always chasing it.” — Cameron Herold Watch the following video and complete activity on the next page http://www.ted.com/talks/cameron_herold_let_s_raise_kids_to_be_entrepreneurs or [http://stumo.xyz/cameron ]

3

W1.1.4: Vocabulary list from the video - Write the correct French translation in the third column.

Difficult word/phrase

1

entrepreneurial

creative (with / in business)

2

entrepreneur

small business starter

3

vilified

insulted

4

passions

strong emotions

5

tutor

teacher

6

grooming

getting something ready / making something look good

7

parable

story

8

accountant

expert at keeping track of money

9

globally

around the world

11

creepy

weird and scary

14

budgeting

money-planning

15

nurture

feed and care for

16

cupboard

cabinet

17

vividly

clearly and colorfully

18

arbitrage

buying and selling quickly to make money

19

recurring

repeating

20

haul

drag / carry

21

captured

now under different control

22

bathing

washing / swimming

23

pinnacle

peak

24

branded

called/labeled

26

allowance

sum of money given / freedom to move within limits

28

nurturing

kind and giving / taking good care of

29

attainment

accomplishment

30

tenacity

stubbornness

31

introspection

deep thinking

32

interdependence

where things depend on each other

34

clinically

related to medicine and science

35

entrepreneurship

small-business starting

36

innovators

clever creators

37

turbulence

disturbance

38

seize

grab and take control of

Explanation

French translation

4

W1.2.1: Grammar - Comparatives and Superlatives Form

Adjective

Comparative

Superlative

1 syllable

tall

taller than

the tallest

Usage

The Eiffel tower is taller than the Statue of Liberty.

The Burj Khalifa in Dubai is the tallest building in the world.

2 syllables

modern

Usage

In Budapest, Pest is more modern than Buda.

St. Luke’s in the Philippines is considered as one of the most modern hospitals in the world.

2 syllables ending in ‘y’

wealthy

Usage

Bill Gates is wealthier than about 140 nations.

When Dr. Dre sold Beats by Dre, he became the wealthiest rapper ever.

3+ syllables

difficult

Usage

English grammar is less difficult than German grammar.

Some people say that French is one of the most difficult languages* to learn. *Note that ‘languages’ is plural even with the expression ‘one of the most’

Exceptions:

Good

Better

The Best

Bad

Worse

The Worst

Far

Further/Farther

The Furthest / The Farthest

more/less modern than

wealthier than

more/less difficult than

the most/least modern

the wealthiest

the most/least difficult

There are some words which are exceptions and can take both “er” or “more/less” Cleverer or more clever than

Friendlier or more friendly than

Gentler or more gentler than

Simpler or more simple than

Use ‘much’ to make the comparative adjective stronger: It’s much more expensive.

W1.2.2: Find the opposites of these adjectives, then practice transforming them into the comparative form.

Clean

Short

Ill / Sick

Wide

Short

Drunk

Rude

Light

Guilty

Forgettable

Light

Quiet

Native

Cool

Brave

Smooth

Fat

Interesting

Dangerous

Helpful

Full

5

W1.2.3: Describing similarities: ‘as _____ as’ Riddle 1 It is bigger than a baseball.

It is as round as the moon.

It is as orange as a carrot.

It is as hard as a melon.

It is not as sweet as fruit.

What is it?

Work in pairs and use the structure from the example above to make your own riddles. Make sure your riddles are not too ambiguous; that is, the answer should be clear by the time you get to the end of the riddle.

You can also use these expressions, ‘Similarly, in the same way, likewise, just as, both, like’.

Riddle 2 1/ 2/ 3/ 4/ 5/ 6/ What is it?

W1.2.4: Class Survey!

Find out which is the most popular choice in the class. Your teacher will assign 10 students to poll the class and gather information on the questions below. Then those students will report back with the information.

1. What is your favorite color?

2. What is your favorite style of music?

3. What type of pet is the most popular?

4. What’s your favorite leisure activity?

5. What did you eat for lunch today?

6. What country would you like to visit most?

7. What is your favorite subject in school?

8. How do you like your steak cooked?

9. Would you rather fly or be able to read minds?

10. Would you rather be 4 feet tall or 10 feet tall?

6

W1.2.5: Complete this extract from a radio program with the correct comparative or superlative forms of the adjectives.

A survey has come up with some interesting information about the cost of living in our major cities. Tokyo is still __________________ (expensive) city in the world. Osaka is the second and Moscow third, on a par with Hong Kong. Many European cities have gone down the rankings because their exchange rates have become __________________ (weak) against the US dollar. Moscow’s exchange rate has also become __________________ (weak), but Russia has a much __________________ (high) inflation rate than many European countries. So prices in Moscow are among __________________ (high) in Europe. But there is one advantage of living in Moscow. The underground is excellent – very cheap and much __________________ (comfortable) than the one in London. New York is __________________ (expensive) US city. This is because the US dollar is __________________ (strong) than many other currencies. Some European countries that used to be far __________________ (expensive) than New York are now much __________________ (cheap). London is the 10th __________________ (expensive) city in the world, according to the survey. A year ago, London was 5% 10% __________________ (cheap) than many French and German cities. This is no longer so. Now London is 15% __________________ (dear) than many German and French cities mentioned in the survey. However, London is a good city to live in. Business people said that London was __________________ (exciting) of all major cities in the world. Londoners also claim that it is __________________ (clean) than it used to be, and __________________ (safe) than many other European cities.

If you’re hard up, don’t go to Oslo – It’s Europe’s __________________ (expensive) city. Meals at restaurants cost a fortune and drinks are very pricey.

W1.2.6: A business executive who travels a lot gives a personal response to the radio program extract above. Complete the text below with the words in the box. different

as

similar

Well personally, I’ve had some

just

rather

different

not

much

compared

same

less

experiences. For a start, I can’t agree that Moscow is

__________________ expensive as Hong Kong. I’ve always found Moscow __________________ expensive. The price of certain items may be about the __________________ as in Hong Kong, but I know the hotels are __________________ as expensive. I agree that the Moscow Underground is really __________________ more comfortable. I always walk in London __________________ than use the Underground. Also, some other Northern European cities are __________________ as expensive as Oslo. In general, I find that prices in Sweden and Denmark are __________________ to those in Norway.

7

W1.3.1: Vocabulary Look at the words and phrases in the word cloud. Try to write some sentences using the words and phrases. Are there any words/phrases you don’t know the meaning of?

1. Possible sentence(s)

2. Words/phrases I don’t know

W1.3.1: Listening All the words and phrases in the word cloud appear in a video about entrepreneurship. You can watch the video here: [http://stumo.xyz/bba2entrep] Play bingo with the words and phrases from the video about entrepreneurship – your teacher will give you a bingo card. Watch the video or listen to your teacher call out words/phrases from the video.

Cross off the words as you see or hear them. When you have crossed off a complete line of words, shout ‘BINGO!’ Continue watching the video until someone crosses off a line of words/phrases on their grid and shouts ‘BINGO!’ again. [Bingo cards: http://stumo.xyz/bingo ] W1.3.2: In pairs, discuss the following question and try to write a definition together: What is an entrepreneur?

An entrepreneur is…

8

W1.3.3: Speaking. Take it in turns to talk with your partner about entrepreneurship. Give yourself two minutes to prepare your answer.

Think about the following questions:

Do you have any friends or family who are entrepreneurs?

Are you, or would you like to be, an entrepreneur? Why? Do you know of any famous entrepreneurs?

Discuss the statement on the right with your partner: Share your thoughts with rest of the class.

Entrepreneurship is essential in society and governments should help individuals to become entrepreneurs.

W1.3.4: Idioms The following idioms are taken from the running dictation text. Match each one to its definition.

Idiom

Definition

1. to think outside the box

a. to do something you really want to do, even though it might be dangerous or risky

2. movers and shakers

b. a phrase which means achievement leads to greater achievement

3. to take the plunge

c. to try your best to make something successful

4. to get a break

d. to think creatively in a different way to how most people think

5. to make a go of it

e. an opportunity for a product or service that does not already exist

6. ‘nothing ventured, nothing gained’ f. to make a successful start in something 7. to get off the ground

g. to start or establish something, such as a new business

8. a niche in the market

h. people who make changes and have an impact on society

9. ‘success breeds success’

i. a phrase which means that you have to take a risk in order to get something good

Use the idioms you have just learned to fill in the gaps.

1. Alex is a really creative guy, with very unusual ideas. He certainly _________________.

2. Shammi and Dev really are ___________________. They only moved to London a year ago, but they’ve already opened 49 clothes stores and given jobs to many local residents.

3. Sarah had wanted to start a business for years, but she was worried about losing money. She finally decided ________________ last month when she opened her own restaurant.

4. Aaron has tried so many times to become a singer, but without success. He really needs ___________________, but the music industry is so competitive.

5. Jessica is really excited about her new online business. I think she’s really going ____________________.

6. It was very risky when Pete launched his new product, however he took a ________________________ approach and it certainly was worth it in the end.

7. David has been running his business for over a year now, but he is doing really well. Sometimes it can take quite a long time ______________________.

8. Bagless vacuum cleaners didn’t exist before designer James Dyson realised there was __________________.

9. After running a successful mail order music business, Richard Branson realised that __________________. He went on to open a chain of record stores, later known as Virgin Megastores and expanded the Virgin Records music label, amongst many other companies.

9

W1.3.5: Running dictation Entrepreneurship Entrepreneurs are innovators. They are people with a clear vision about how they want to make their mark in the world. They are individuals who think outside the box; the movers and shakers who take the plunge and overcome difficulties to get a break.

Britain is home to many internationally recognised entrepreneurs, and is the number one location for European headquarters. More overseas companies choose to set up their business in Britain than anywhere else. The British government encourages links between universities and enterprise to help young people make a go of it in today’s global market.

Famous entrepreneurs, such as Richard Branson, are renowned for believing ‘nothing ventured, nothing gained’. They realise that, in order to get off the ground, innovators must identify a niche in the market and be prepared to take a risk. They understand that success breeds success and the achievements of just one person can have an impact on the world and change the lives of many.

Use the space below to rewrite the text about entrepreneurship.

10

W1.3.6: Writing Think of an entrepreneur you know or research a famous entrepreneur. â—? Write about their life and achievements. â—? Try to use the vocabulary and idioms you have learned today.

11

Week 2: What is Purchasing?

W2.1.1: Reading - Introduction So what is the definition of purchasing? Well the dictionaries say something like "a central business area where purchasing of items is undertaken". A non-business oriented person will have a definition of purchasing that involves buying things they like or want.

Obviously, the business has much more to lose if it does not understand the importance in getting purchasing just right. The layperson will think that it is just a case of listing what you want to buy, going out and purchasing them and then getting on with the rest of business. Any entrepreneur that took this as their definition of purchasing would soon go bankrupt. It is probably one of the most important business concepts to grasp. So what is the correct definition of purchasing?

Business management is complex and there are many areas that need to be controlled. These are cash flow, profit, quality, inventory costs, contractual issues and product availability not to mention maintaining your business strategies and marketing needs. All of these are affected by the purchasing strategies and management of the company. If the business does not have products - then they will not be able to sell to their market. f they have too much money tied up in their stock room, they will not be able to spend it on other things like staffing or new equipment. f they do not control their spending and who they are spending with, not to mention what they are spending on - then they are soon to see the inside of a bankruptcy court.

Therefore, the definition of purchasing that a company has is very important. If your company just has a list of companies and products to buy from them, how do you know that there is not something elsewhere that is better, cheaper and more easily obtained?

Your purchasing department is by far the most important area of your business but they need to know what you want from them. Tell them that you expect them to manage, control and check on the following: inventory, costs, when you really need to pay your bills and from whom they are buying. mpress upon them that you really need to manage your cash flow, receive quality goods and buy best available. Most of all tell them that they are the most important people in your company and make them believe you. You will have a much more profitable company if you do.

W2.1.2: Listening - Watch the following video and answer the following questions. http://stumo.xyz/bba2purchasing 1: What are the three attributes?

2: What is a business need?

3: How are needs triggered?

4: What is stock?

5: What does authorization ensure?

6: How are suppliers chose?

7: What 2 forms can a purchase order take?

8: What are the 3 ways for a supplier to fill an order?

9: What is the time called between receiving an order and dispatching it?

10: What is an invoice?

12

W2.1.3: Purchasing role play Please choose a city or village. It can be anywhere in the world. Cities or villages have services and maintenance activities. Some examples of these are: Public transportation: purchase of new vehicles and the fuelling and maintenance of these.

Pest control and pesticides: killing and/or control of rats, mosquitoes, racoons, various insects and wild animals, stray dogs and cats.

Custodial services: cleaning and maintenance of public buildings, spaces (such as parks, city halls, libraries), road work, painting, etc...

Office supplies: envelopes, copy paper, ink, computers, etc...

You should choose one of the four categories above and research and present switching from traditional purchasing of materials to environmental purchasing.

This means that you need to research not only what environmental purchasing means, but then present how and what you are going to change.

W2.1.4: Reading comprehension - Purchasing and Leasing Unscrambling the vocabulary in the box below and then complete the passage. Then answer the questions below. cpuasrhe

grntueaea

peitcre

ybure

lersle

rrawstanies

natrwray

ilbl_fo_ales

When you buy or ______________ something, you own it. Most small inexpensive products come with a ______________. This means that if you, the ______________, are not happy with the product, you can return it and get your money back. Just make sure you keep your ______________. If you make a big purchase, such as a car, the ______________ should provide you with a ______________. New cars and new houses also come with ______________. This is a guarantee that the product is in excellent condition and that the seller will, without charge, make necessary repairs within a given time limit. Most cars, for example, have a 3 year or 36,000 mile ______________. Most homes have a two-year warranty.

Answer the questions below.

What should you keep in case you need to return something?

What is the difference between a guarantee and a warranty?

What is the difference between a bill of sale and a receipt?

13

Unscrambling the vocabulary in the box below and then complete the passage. Then answer the questions below. elase

gsni

alese_emtageren

mtre

scdnotiion

keabr_a_sela e

sopstied

noyem

Some people prefer to ______________ rather than buy. A lease is a contract that allows you to use something for a specific amount of time in exchange for money. When you ______________ a ______________, you are agreeing to its______________ and ______________. For example, if you lease an automobile for three years, you agree to pay a monthly fee for three years to use the automobile. At the end of the three years, you give back the car or you may decide to purchase it. People also lease computers, apartments, and houses. Simply put, a lease tells how long you are renting something. Some car leases require money down [down payment]. Apartment or house leases require ______________. If you ______________, you could lose your deposit or the ______________ you put down. When you break a lease, you have not followed the conditions of the lease.

Moving out early or returning a product before the term of the lease is over are examples of breaking a lease.

Answer the questions below.

Do you think that not paying your monthly payment is an example of breaking a lease?

What is the difference between money down [down payment] and a deposit?

14

W2.2.1: Grammar - Quantifiers, Countable and Uncountable Nouns Countable nouns can be counted - they have singular and plural forms.

Example: one dog, two dogs; one table, twelve tables; a dollar, twenty dollars.

Uncountable nouns cannot be counted - they are not separate objects and have no plural form.

Example: milk (not one milk or two milks); money (not one money or two monies).

Countable Quantifiers A/An

Uncountable Example

A job, a school, an effort

Quantifiers

Example

A/An: Never use with uncountable nouns

Money, information, luggage

Any (in questions and Do you have any negative answers, usually) questions?

I don’t have any questions

Any (in questions and Does she have any negative answers, usually) money?

She doesn’t have any money.

Some (in positive sentences)

Some (in positive sentences)

I saw some people.

They traveled to some interesting places.

I drank some water.

I gave them some information.

Many (in questions and Did they visit many sites negative answers, usually) yesterday?

No, they didn’t visit many sites.

Much (in questions and Have they done much negative answers, usually) advertising?

No, they haven’t done much advertising.

A lot of (in positive sentences)

They visited a lot of sites.

A lot of (in positive sentences)

They have done a lot of advertising.

A few = some

I have a few questions = I have some questions

A little = some

I have a little time = I have some time.

few = not many

I have few questions = I little = not much don’t have many questions.

I have little time = I don’t have much time.

Indicate whether the following words are Countable (C), Uncountable (U) or Both (B). Remember that words which are countable in French may not be countable in English. ____information

____survey

____experience

____advertising

____education

____mail

____advertisement

____subject

____furniture

____publicity

____paper

____desk

____marketing

____damage

____advice

____brand

____company

____news

____branding

____business

____traffic

____budget

____office

____transport

____time

____worker

____cars

____job

____staff

____strike

____money

____boss

____union

____progress

____employee

____research

____product

____dollar

____growth

____campaign

____qualification

____culture

15

W2.2.2: Grammar - Multiple choice 1 The company isn't very popular. It has _____ customers.

A. much B. many C. few D. little

8 Mark: Have you ever been to Paris? Susan: Yes, I've been there _______ times.

A. little B. a little C. few D. a few

2 Paul is very busy these days. He has ______ free time.

A. much B. many C. few D. little

9 It was a surprise that she got the contract. _____ people expected her to succeed.

A. little B. a little C. few D. a few

3 Did you write ______ emails when you were away on holiday?

A. much B. many C. few D. little

10 I don't know ______ Spanish, only ______ words.

A. much, few B. much, a few C. many, a few D. much, a little

4 Do you mind if I ask you ______ questions?

A. little B. a little C. few D. a few

11 The weather has been very dry recently. We have had ______ rain.

A. little B. a little C. much D. few

5 Listen carefully. I'm going to give you ______ advice.

A. little B. a little C. few D. a few

12 Jessica drinks _______ tea.

A. few B. many C. much D. a lot of

6 This is a very boring town to live in. There's ______ to do here.

A. little B. a little C. few D. a few

13 We need to work harder. We have _______ new clients this quarter.

A. few B. many C. much D. a lot of

7 Rachel: Would you like milk in your coffee? Josh: Yes, ______, thanks.

A. little B. a little C. few D. a few

14 Have you made _______ progress on your project?

A. little C. many B. Much D. a few

W2.2.3: Grammar - Fill in the blanks with one of the following words: ‘a’ / ‘an’, ‘some’ and ‘any’ 1. There isn ́t _________ electricity at the building.

14. She ś got _________ report to write.

2. There aren t́ _________ photocopiers in the shop.

15. You can have _________ days off.

3. I ́ve got _________ cell phone in my bag.

16. Have you got _________ clients in Paris?

4. There are _________ workers in the factory.

17. I ́ve got _________ ideas.

5. I ĺl buy _________ bottle of wine at the restaurant.

18. We need _________ water.

6. I haven ́t got _________ speakers in my room.

19. We ́ve got _________ homework.

7. Is there _________ internet café in your town?

20. We don ́t need _________ containers.

8. There aren t́ _________ computers in my

21. Have we got _________ cheese?

classroom.

22. Have you got _________ calculator?

9. Have you got _________ brothers and sisters?

23. We need _________ action plan.

10. My teacher ́s got _________ new car.

24. I ́ve got _________ information for you.

11. There ś _________ water in the bottle.

25. They haven ́t got _________ salesmen available to

12. I ́m going to buy _________ pens and pencils.

go there.

13. There is _________ camera.

Note: Real TOEIC question ---------------------------------------------->

26. _________ employees in the postal service meant slower service in the last two years.

(A) Less (C) Few (B) Fewer (D) Least 16

W2.2.4: Grammar - Article “The” No article Singular countries and languages*

France (French) Spain (Spanish) China (Chinese)

With the definite article Countries whose names include words like kingdoms, states, or republics.

The United Kingdom The United States The People’s Republic of China

*Unless you are referring to the population of the nation: "The Spanish are known for their hospitality.”

Capital Cities

Paris Cairo

Countries which have plural nouns as The Netherlands their names: The Philippines

Continents Specific Mountains, Lakes, Parks

North America Europe Asia Mount Everest Lake Como Central Park

Geographical features, such as mountain ranges, regions, groups of islands, rivers, seas, oceans and canals:

The Himalayas The Middle East The Canaries The Amazon The Mediterranean The Atlantic Ocean The Panama Canal

Streets

Main Street King Road Park Avenue

Newspapers:

The Times The Washington Post

Subjects and Professions

History Medicine Technology

Well-known buildings or works of art

The Taj Majal The Mona Lisa

Companies and universities

Facebook Harvard

Organisations and Institutions

The United Nations The European Union

Acronyms AIDS pronounced as a word UNESCO NASA

Acronyms where each letter is pronounced individually

The FBI The BBC

Sports

Football Basketball

Currencies

The euro The dollar

Uncountable Nouns

Music Bread Chocolate

When the noun is unique

The internet The Pope

Speaking in general

Unemployment Beaches Cars

Specific and when you know which one is being mentioned

The unemployment rate Let’s go to the beach.

Can I borrow the car?

W2.2.5: Grammar - Fill in the blanks with ‘a’, ‘an’, ‘the’, or leave it blank ‘—’.

I arrived in _______ USA last Monday. We left _______ Rome, flew over______ Alps and made a quick stop in ______ London. There we went shopping at ______ Harrods, visited _______Tower and enjoyed a sunny afternoon in _______ Hyde Park. On the following day we left for _______ New York. _______ time on board wasn't boring as there were two films to watch on _____ monitor. _______ people on _______ plane were all_______ Italian. Before we landed at _______ JFK airport, we saw _______ Statue of Liberty, _______ Ellis Island and_______ Empire State Building. _______ hotel I stayed in was on_______ corner of_______ 42nd Street and_______ 5th Avenue. I don't like_______ hotels very much, but I didn't have_______ time to rent an apartment.

Please say hello to Peter and Mandy.

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W2.2.6: Grammar - Insert the missing articles in the text (a, an, the).

In 1994 Stella Lieback, A New Mexico grandmother, ordered coffee at A McDonald’s drive-through restaurant.

Minutes later, sitting in her car in THE car park, she accidentally spilled THE coffee – heated, in response to customer preference, to scalding 180 degrees Fahrenheit – and suffered severe burns requiring surgery. Crisis was about to unfold. When McDonald’s refused to take responsibility for paying woman’s medical bills, she went to attorney and sued company. At trial jury found McDonald’s liable and awarded $200,000 in compensatory damages (less $40,000 for negligence on Liebeck’s part) and massive $2.7 million in punitive damages because of what they saw as McDonald’s unacceptably dismissive attitude.

One might have expected bad publicity to ruin McDonald’s, but instead newspapers leapt to company’s defense, declaring what nonsense court’s verdict was. ‘America has victim complex,’ announced San Francisco Chronicle.

Punitive damages were later reduced by judge to $480,000 and, while awaiting appeal, parties made out-of-court settlement for undisclosed sum. But by then ‘three million dollar coffee-spill’ had already become corporate legend.

W2.2.7: TOEIC Part 5 Preparation 1 The amount of purchasing undertaken in the business market easily ....... the total spending by consumers; because the business market is so large it draws the interest of millions of companies that market exclusively to business customers. (a) belittles (b) diminishes (c) dwarfs (d) shrinks

6 The search for alternatives is a significant difference between consumer and business purchasing; while a consumer will probably not search hard to save two cents a gallon on gas, a company that has a large ....... of cars or trucks certainly will. (a) caravan (b) corps (c) fleet (d) flotilla

2 In certain business markets purchase decisions 7 Because so many organizations may have a part in ....... on the outcome of a bidding process between creating consumer purchases, a small ....... in competitors offering similar products and services. consumer demand can create big changes in business purchasing. (a) fold (b) hinge (c) lean (d) stand 3 In these cases the decision to buy is often ....... down to one concern who has the lowest price. (a) arrowed (b) ratcheted (c) sized (d) whittled

(a) skip (b) slant (c) swath (d) swing 8 Consumer and business markets differ in that business markets are more likely to be price than brand-........ (a) controlled (b) defined (c) driven (d) limited

4 The demand by businesses for products and 9 If the product is ....... received, it may end up moving services is affected by consumer purchases; this is to a straight re-purchase status, thus eliminating called ....... demand. much of the evaluation process on future purchases. (a) delayed (b) derived (c) distal (d) distance

(a) soon (b) then (c) timely (d) well

5 In more advanced purchase situations, members of the Buying Center may evaluate each option using a checklist of features sought by the buyer, and each feature is assigned a ....... that corresponds to its importance to the purchase decision.

10 Business purchase decisions can ....... for an extensive period; unlike consumer markets where impulse purchasing is rampant, the number of people involved in business purchase decisions results in decisions taking weeks, months or years.

(a) consideration (b) number (c) position (d) weight

(a) delve through (b) drag on (c) scrape by (d) seize up 18

Week 3: What is Franchising?

W3.1.1 - Reading Comprehension What is a franchise? A franchise is a right granted to an individual or group to market a company's goods or services within a certain territory or location. Some examples of today's popular franchises are McDonald's, Subway, Domino's Pizza, and the UPS Store.

There are many different types of franchises. Many people associate only fast food businesses with franchising. In fact, there are over 120 different types of franchise businesses available today, including automotive, cleaning & maintenance, health & fitness, financial services, and pet-related franchises, just to name a few.

How Franchising Works If you are thinking about buying into a franchise system, it is important that you understand exactly how franchising works, what fees are involved, and what is expected of you from the franchise company.

An individual who purchases and runs a franchise is called a "franchisee." The franchisee purchases a franchise from the “franchisor.� The franchisee must follow certain rules and guidelines already established by the franchisor, and in most cases the franchisee must pay an ongoing franchise royalty fee, as well as an up-front, one-time franchise fee to the franchisor. Franchising has become one of the most popular ways of doing business in today's marketplace. In most states you cannot drive three blocks without seeing a nationally recognized franchise company.

The History of Franchising Franchising began back in the 1850's when Isaac Singer invented the sewing machine. In order to distribute his machines outside of his geographical area, and also provide training to customers, Singer began selling licenses to entrepreneurs in different parts of the country. In 1955 Ray Kroc took over a small chain of food franchises and built it into today's most successful fast food franchise in the world, now known as McDonald's. McDonald's currently has the most franchise units worldwide of any franchise system. Today, franchising is helping thousands of individuals be their own boss and own and operate their own business. Franchising allows entrepreneurs to be in business for themselves, but not by themselves. There is usually a much higher likelihood of success when an individual opens a franchise as opposed to a mom and pop business, since a proven business formula is in place.

The products, services, and business operations have already been established.

Advantages of Buying a Franchise There are many advantages to buying a franchise. Some of these advantages are: Corporate image - The corporate image and brand awareness of the company is already established. Consumers are always more comfortable purchasing items from a familiar name or company they trust.

Training - The franchisor usually provides extensive training and support to the franchise owner.

Savings in time - Since the franchise company already has the business model in place you can focus on running a successful business.

There is a reason why franchising has been around for decades. It is a great way for individuals to own and operate their own business. If you are thinking about buying a franchise, do your homework, research the company, and you should consult with a franchise consultant or franchise attorney before making a final commitment.

Note new vocabulary here

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W3.1.2: Listening Comprehension: How Franchises Work: https://www.youtube.com/watch?v=6fidL51oakg 1. Franchises want to expand, but at the same time they hold back? What are the reasons why they don’t expand themselves?

2. What does the franchisee have and also not have enough of?

3. What is the main priority in the franchise agreement?

4. How much do franchisees usually pay in royalties?

5. What does “belly up” mean?

6. Why are some of the reasons why the franchisee and franchisor don’t see eye to eye?

7. What are some of the reasons why the franchisor enforces rules?

8. Why don’t franchise employees make much money?

9. What some positive and negative ways that franchises affect the economy?

10. What are some examples of franchise business that you hear at the end of the video?

W3.1.3: Group Activity - Presentation In groups of 3-4 1. Create a franchise business model.

A. You could choose for example a service or industry etc…

B. You create a new franchise, that you plan to sell to other people 2. Choose a location A. It can be in any city/country that you wish 3. Please develop and present the details of your franchise A. refer to paragraph , “How franchising works” B. Also refer to last sentence,”RESEARCH” !!!!!!

4. You can use the Business Model Canvas on the next page to help.

Watch this video to see how it works [http://stumo.xyz/bmcanvas] Image source: https://upload.wikimedia.org/wikipedia/commons/1/10/Business_Model_Canvas.png For any questions, ask your teacher.

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W3.2.1: Grammar - TOEIC Part 5 Example questions 1

In return for ......... fees, the franchisor provides continual advertising as well as constant support.

6

(a) degree (b) creation (c) forming (d) recurring 2

3

4

A franchise is an already successful business that enters into contracts with franchisees who want to.........from an established brand name.

(a) Ensembles (b) Translators (c) Liaisons (d) Entrepreneurs 7

Some companies are so successful that they have become ......... names. That's why some people choose to invest in a franchise.

(a) help (b) earn (c) profit (d) assist

(a) household (b) relational (c) recognition (d) familial

A franchisee usually gets continual support from the 8 franchisor's.........office.

A percentage of a franchise's ......... has to be paid to the franchisor on a regular basis.

(a) focus (b) channel (c) head (d) leader

(a) expenses (b) losses (c) revenue (d) costs

Opening your own business from.........can be tough, so some people choose to open a franchise instead. (a) scratch (b) opening (c) first (d) beginning

5

......... can operate a franchise using established brand names and logos.

9

Of course, the franchisee has to pay a(n) ......... set-up fee as well as continual payments based on revenue that is brought in every month. (a) next (b) initial (c) final (d) closing

Some people decide to open a franchise because they can operate a business under a ......... brand name right from the business' inception. (a) disenfranchised (b) outlandish (c) indefinite (d) well-known

10 Franchisors usually promote their services and products via expensive advertising campaigns and this added ......... is included in the franchisee package. (a) benefit (b) downfall (c) demise (d) formation

W3.2.2: - Grammar - Tense Review - Complete the text below with the correct tense of the verb given.

Subway .......... (be) the world’s most successful sandwich restaurant franchise. It was .......... (start) in 1965 by Fred DeLuca who .......... (want) to make extra cash selling sandwiches to .......... (finance) his dream of becoming a doctor. They .......... (start) franchising the Subway name and the company .......... (achieve) quite remarkable growth. Today, it .......... (have) almost 35,000 restaurants in 92 countries. It .......... (be) the world’s second-largest restaurant chain. The principles of DeLuca in 1965 .......... (be) the same today and a reason for its continued success. DeLuca .......... (believe) in the “importance of serving a well-made, high quality product, .......... (provide) excellent customer service, .......... (keep) operating costs low and .......... (find) great locations”. Several design and operating features .......... (be) common to most stores – one .......... (be) a map of the New York Subway, and another .......... (be) employees called “Subway Sandwich Artists”.

W3.2.3: Grammar Review - Present Perfect Simple [Audio file: http://stumo.xyz/bba2pp ] 1

Penny started doing pottery at her uncle and aunt's pottery.

5

a. True b. False 2

She started doing more pottery in 2008.

a. True b. False 6

a. True b. False 3

She only makes pots at her class.

She thinks her pots are getting better. a. True b. False

At the beginning, she never knew what she was going to make. a. True b. False

7

a. True b. False 4

She made a set of bowls for her neighbour.

She makes bigger things now. a. True b. False

8

She doesn't have room for more many more pots. a. True b. False

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W3.2.4: Write the participle form of the following verbs.

1 go 2

sing

3

be

4

buy

5

do

6

make

7

drink

8

catch

9

have

10

sit

W3.2.5: Complete the table in present perfect simple.

positive

negative

question

1 He has written a letter.

2

They have not stopped.

3

Have we danced?

4 She has worked.

5

Andy has not slept.

6 He has swum.

7

She has not slept.

8

Have you phoned?

9 Tina has cried.

10

They have not run.

W3.2.6: Write sentences in present perfect simple.

1 they / ask / a question 2 he / speak / English 3 I / be / in my room 4 we / not / wash / the car 5 Annie / not / forget / her homework 6 Phil / not / miss / the bus 7 they / not / plant / a tree 8 Vanessa / catch / the ball 9 we / sell / our old car 10 the train / leave / the station W3.2.7: Write questions in present perfect simple.

1 they / finish / their homework 2 Sue / kiss / Ben 3 the waiter / bring / the tea 4 Marilyn / pay / the bill 5 you / ever / write / a poem 6 you / correct / my mistakes 24

7 you / practise / your English 8 she / tidy up / her room 9 the boss / sign / the letter 10 Mary / shut / the door W3.2.8: Ask the question which gives the bold part of the sentence, as the answer.

1 They have talked about art at school.

Where have they talked about art?

2 Jane has got a letter.

3 Oliver has cooked dinner.

4 Caron has read seven pages.

5 You have heard the song 100 times.

6 Tony has built a house.

7 Avril has crossed the street at the traffic lights.

8 They have never been to Australia.

9 Rupert has dialled the number.

10 Betty has spent 200 euros at the shopping mall.

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Week 4: Trade W4.1.1: DISCUSS “Every time we buy a foreign car, we put someone else out of work” -Woodrow Wyatt (1918-1998), British politician and writer 1. What are some things that you own that are imported? Where were these things made?

2. What are France’s major imports and exports? Are these products better than other products made in other countries?

3. Compare these countries: France, Brazil, Germany, Greece, Italy, Japan, Russia, Singapore, UK, USA. -Do they have a high or low GDP? -Are they rich or poor in natural resources?

W4.1.2: Put the words in the box under the appropriate column.

Free Trade: trade without restrictions on the movement of goods across borders GDP

barriers

dumping

free port deregulation customs

protectionism quotas liberalize

strategic industries

subsidize infant industries

In Favor of Free Trade

tariffs

laisser-faire

restrictions

open borders

Against Free Trade

W4.1.3: Grammar - Verb + Preposition - Match the beginnings from 1-7 with the endings A-G. 1. We’re trying to break into…

A. all regulations if you want the delivery to go through without problems

2. You should carry out…

B. the delivery date, let us know as soon as possible.

3. If you would like to place…

C. insurance cover for the shipment.

4. If you can’t meet…

D. a market survey before you make a major investment

5. They’ve quoted…

E. the Japanese market

6. Let us know if you want us to arrange…

F. an order, dial one now.

7. It’s essential to comply with…

G. us a very good price for the consignment 26

W4.1.4: Case Study: The Kim Guitar Company (KGC) is Seoul, South Korea, makes electric guitars for Japanese manufacturers and distributors in Europe and the US. It creates its own branded products but also makes guitars to distributors’ specifications.

A major US distributor, Ashbury Guitars, has contacted KGC about marketing a range of guitars under its own brand name for the Californian market. Ashbury Guitars is a well- established company with an up-market image. It has had no previous dealings with KGC. Ashbury’s owner, Richard Grant, plans to put three models on the market: the Ashbury SG1000 (the most expensive model), the SG500 and the SG200. The body of the guitars will have an experimental shape as well as advanced technical features. Ashbury’s guitars will appeal to any musician who wants an instrument with a distinctive sound and exotic appearance.

It is now early January. KGC has agreed to manufacture the guitars for Ashbury, even though it is a very busy time of year for them. The two companies have had some initial correspondence by fax and now a face-to-face meeting is required.

Several points of the contract need to be negotiated. KGC’s owner, David Kim has flown to San Francisco to meet Richard Grant. At the meeting, the Marketing Director of each company will be present. The purpose of the meeting is to make a deal acceptable to both sides, and which could be the basis for a long-term relationship.

You are negotiating as either: •

Box 1: KGC: David Kim and Marketing Director.

•

Box 2: The Ashbury team: Richard Grant and Marketing Director

Read your information files. Identify your priorities and work out your strategy and tactics.

Then negotiate so that you get the best deal for your company.

Use the space on the following page to prepare your negotiation.

27

Negotiation Notes:

Use the space above to prepare your negotiation.

28

W4.1.5: Writing: As the owner of either Ashbury Guitars or KGC, write an email summarizing the points agreed during the negotiation. Indicate any terms of the contract requiring discussion or clarification. ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________ ___________________________________________________________________________________________

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W4.1.6: Reading comprehension - Trade terms Trade Most economists believe in free trade – that people and companies should be able to buy goods from all countries, without any barriers when they cross borders. The comparative cost principle is that countries should produce whatever they can make the most cheaply. Countries will raise their living standards and income if they specialize in the production of the goods and services in which they have the highest relative productivity: the amount of output produced per unit of an input (e.g. raw material, labor). Countries can have an absolute advantage – so that they are the cheapest in the world, or a comparative advantage – so that they are only more efficient than some other countries in producing certain goods or services. This can be because they have raw materials, a particular climate, qualified labor (skilled workers), and economies of scale – reduced production costs because of large scale production.

Balance of Payments Imports are goods or services bought from a foreign country. Exports are goods or services sold to a foreign country. A country that exports more goods than it imports has a positive balance of trade or a trade surplus.

The opposite is a negative balance of trade or a trade deficit. Trade in goods is sometimes called visible trade (American English: merchandise trade). Services such as banking, insurance, and tourism are sometimes called invisible imports and exports. Adding invisibles to the balance of trade gives a country’s balance of payments.

Protectionism Governments, unlike most economists, often want to protect various areas of the economy. These include agriculture – so that the country is certain to have food – and other strategic industries that would be necessary if there was a war and international trade became impossible. Governments also want to protect other industries that provide a lot of jobs. Many governments impose tariffs or import taxes on goods from abroad, to make them more expensive and to encourage people to buy local products instead. However, there are an increasing number of free trade areas, without any import tarrifs, in Europe, Asia, Africa, and the Americas.

The World Trade Organization (WTO) tries to encourage free trade and reduce protectionism: restricting imports in order to help local products. According to the WTO agreement, countries have to offer the same conditions to all trading partners. The only way a country is allowed to try to restrict imports is by imposing tariffs. Countries should not use import quotas – limits to the number of products which can be imported – or other restrictive measures. Various international agreements also forbid dumping – selling goods abroad at below cost price in order to destroy or weaken competitors or to earn foreign currency to pay for necessary imports.

W4.1.7: Now complete the crossword on the following page. [Across = >] [Down = \/]

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31

W4.2.1: Grammar - Conditionals Use

Examples

Zero / 0

If you switch on the kettle, the water boils.

When you fly with Ryanair, you pay extra to take luggage.

Things that ALWAYS happen; General truths.

Unless you have a ticket, you can’t get on the plane.

If / When / Unless + Present Simple

+ Present Simple

Use

Examples

First / 1st

If you give me chocolate, I will eat it.

When something is VERY PROBABLE If/Unless + Present Simple

Unless it rains tomorrow, we will go to the park. + Future (will + infinitive)

Use

Examples

Second / 2nd

If I won the lottery, I would give 50% to charity.

1. Possible, but less probable than First Conditional

I would go to Australia if it weren’t so far away.

If I were you, I wouldn’t do that.*

2. Unreal/imagined events

*Notice that we conjugate ‘I’, ‘he’, ‘she’, ‘it’ with ‘were’.

This is an exception just for the Second Conditional.

If + Past Simple

+ would + infinitive

Use

Examples

Third / 3rd

If she had worn a coat, she wouldn’t have become sick.

If I had seen him, I would have told him.

If I had driven after the bar, I probably would have been in an accident.

Imagining a different past than what actually happened – usually to talk about mistakes or regrets

If + Past Perfect Which one matches the sense of the example?

+ would have + past participle If I had enough money, I would have gone with him. a. She did not have enough money and therefore she did not go with him b. She still does not have enough money and that is why she did not go with him

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W4.2.3: Complete the sentences with the correct Conditional form.

1. If people eat too much, they ________________ fat. (get) 2. If you ________________ (touch) a fire, you get burned.

3. If you drive north for three miles, you will ________________ (arrive) at your destination.

4. ________________ (If / When) I leave work, I usually go to the fitness center to work out.

5. If I ________________ (have) that much money, I would quit my job.

6. Where ________________ you live if you could live anywhere in the world?

7. A: Which city would you have chosen if you had decided to move to the United States?

B: I ______________

____________ ______________ (choose) Seattle.

8. If you _______________________ (not + smoke) so much you’d feel a lot better.

9. I think I _______________________ (go) shopping on the way home if I have time.

10. If Arsenal ________________ (win) they’ll be top of the league.

11. We wouldn’t have been lost if you ______________

_____________ (not + give) me the

wrong directions.

12. If I _____________ (speak) Italian, I would live in Florence.

13. If we _____________________ (not + hurry), we’ll be late.

14. What ______________ you say if he asked you out on a date?

15. What _________________ you do if you didn't have to come to school today?

16. If I _______________ (be) you, I would definitely get a lawyer.

17. If Jack _____________

________________ (work) harder, he would have earned more

money. Unfortunately, he was lazy and he didn't earn much.

18. The projector __________ (light) up if you push that button.

19. He would call her if he _________ (have) her number.

20. A: What would you have done if you had won the lottery last week?

B: I _______________

_______________

_______________ (buy) a house.

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W4.2.4: Finish the sentences with a clause in the correct conditional If you sit in the sun too long _______________________________________________________________ If I won the lottery _______________________________________________________________________ If I hadn’t gone to bed so late ______________________________________________________________ If I go out tonight _________________________________________________________________________ If I hadn’t eaten so much __________________________________________________________________ If it rains later ___________________________________________________________________________ If I have enough money ___________________________________________________________________ If you don’t wear a coat in the winter ________________________________________________________ If aliens landed on Earth, __________________________________________________________________ If I were invisible,_________________________________________________________________________ If I could go back in time, __________________________________________________________________ If I could be any animal, ___________________________________________________________________

W4.2.5: Elections: “If I were president, I would….”

1. Nominate 2 candidates from your class 2. The 2 candidates will take turns giving their ideas about the following issues.

What would you do about…

- Crime?

- Health care?

- The Environment?

- Education?

- Unemployment?

- Foreign policy?

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W4.2.6: Write about what you would do if you were president. “Those who are too smart to engage in politics are punished by being governed by those who are dumber� - Plato ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________

35

W4.2.7: Listening - Frank Sinatra - If you go away written by Jacques Brel [Audio file: http://stumo.xyz/bba2frank ] Complete the lyrics

If you go away on this summer _____________, Then you might as well take the _____________ away; All the _____________ that flew in the summer _____________, When our _____________ was new and our _____________ were high; When the _____________ was young and the _____________ was long, And the _____________ stood still for the night bird’s song.

If you go away, if you go away, if you go away, if you go away.

But if you stay, I’_____________ make you a day Like no day has been, or will be again; We’_____________ sail the sun, we’_____________ ride on the rain, We’_____________ talk to the trees and _____________ the _____________.

Then if you go, I’_____________ understand, Leave me just enough love to fill up my _____________,

If you go away, if you go away, if you go away, if you go away.

If you go away, as I know you must,

There’_____________ be nothing left in the world to _____________, Just an empty _____________, full of empty _____________, Like the empty look I see on your _____________.

I’_____________ have been the _____________ of your dog, _____________ I thought it might _____________ kept me by your side.

If you go away, if you go away, if you go away, if you go away.

Please don’t go away.

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W4.2.8: Listening - Red Hot Chili Peppers - If [Audio file: http://stumo.xyz/bba2chili] Complete the lyrics

And if I _____________ a clue I'_____________ know exactly what to do If I _____________ the wiser of the two And if I _____________ it all so clear I'_____________ write it down and bend your ear If I _____________ the clearer of the two We could take a _____________ into the Canyons of Fifth _____________ Sing and _____________, just to name a few

All I do, All I do

And if I _____________ the angels sing I'_____________ sing it back to you and bring the Sound of _____________ ringing just for you And if I _____________ the sun fall down I'_____________ pick it up and make a crown One that was a _____________ fit for you We could _____________ a walk Into the _____________ orchard by the school We could _____________ a little residue We could find a _____________ to stay A _____________ little hide away _____________ a little time inside of you

All I do, All I do, All eyes, All eyes, All eyes on you, All I do, All I do, All I do, All I do

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W4.2.9: Listening - Adele - If it hadn’t been for love [Audio file: http://stumo.xyz/bba2adele] Complete the lyrics Never woulda _____________ to Birmingham

Four cold walls against my _____________

If it hadn't been for love

At least I know he's _____________ still [2]

Never woulda _____________ the train to Louisiana

Four cold walls without parole

If it hadn't been for love

Lord have mercy on my _____________

Never woulda _____________ through the blindin' rain

Never woulda _____________ to Birmingham

Without one dollar to my name

If it hadn't been for love

If it hadn't been, if it hadn't been for love

Never woulda _____________ the train to

Never woulda _____________ the trouble that I'm in

Louisiana

If it hadn't been for love

If it hadn't been for love

Woulda been _____________ like a wayward wind

Never woulda _____________ up a forty four [3]

If it hadn't been for love

And put myself behind a jail house door

_____________ knows it better than me

If it hadn’t been, if it hadn't been for love

I wouldn't be wishing I was _____________

If it hadn’t been, if it hadn't been for love

If it hadn't been, if it hadn't been for love

If it hadn’t been, if it hadn't been for love

Four cold _____________ against my will At least I know he's lying _____________ [1] Four cold _____________ without _____________ Lord have _____________ on my soul Never woulda _____________ to that side of town If it hadn't been for love Never woulda _____________ a mind to track him down If it hadn't been for love Never woulda _____________ up a forty four And put myself behind a _____________ house door If it hadn’t been, if it hadn't been for love Notes [1] This means to not the telling the truth [2] This means he is dead [3] This the calibre of a gun, though can also be used to describe the quality a someone’s character. Eg “We can’t afford to lose a man of his calibre” Also, woulda is not an official contraction in written English, though common in spoken pronunciation for would have.

The same is true for blindin’, which is common occurrence in spoken English pronunciation. The correct spelling is blinding.

38

W4.2.10: Mixed Conditionals - Use the completed examples as a guide to help you fill in the blanks for the other sentences.

(Unreal) Past ---------------->

(Unreal) Present

1. If I had won the lottery,

I would be rich.

But I didn't win the lottery in the past and I am not rich now.

2. If I ________ ___________ (take) French in high school, I would have more job opportunities.

3. If she had been born in the United States, she ___________ ___________ (not+need) a visa to work here.

(Unreal) Past ---------------->

(Unreal) Future

1. If she had signed up for the ski trip last week

she would be joining us tomorrow.

But she didn't sign up for the ski trip last week and she isn't going to join us tomorrow.

2. If Mark _______ ___________ (get) the job instead of Joe, he would be moving to Shanghai.

(Unreal) Present ---------------->

(Unreal) Past

If I were rich,

I would have bought that Ferrari we saw yesterday.

But I am not currently rich and that is why I didn't buy the Ferrari yesterday.

1. If Sam ____________ (speak) Russian, he would have translated the letter for you.

2. If I didn't have to work so much, I ___________ night.

_____________ ____________ (go) to the party last

(Unreal) Future ---------------->

(Unreal) Past

If I weren't going on my business trip next week,

I would have accepted that new assignment at work.

But I am going to go on a business trip next week, and that is why I didn't accept that new assignment at work 1. If my parents ____________ _______________ (not + come) this weekend, I would have planned a nice trip just for the two of us to Napa Valley.

2. If Donna weren't making us a big dinner tonight, I ____________ _____________ __________________ (suggest) that we go to that nice Italian restaurant.

W4.3.1: Listening - Trade [1st Play [BR Audio File: http://stumo.xyz/bba2free ] 2nd Play [US Audio File: http://stumo.xyz/bba2free2 ] a. The USA and EU have almost finished talks about a free trade deal.

T/F b. A US-EU trade deal would be the biggest the world has ever seen.

T/F

c.

There are very few things that might cause problems with the talks.

T/F

d. European farmers will welcome any agreement with the Americans.

T/F

e. A free trade deal could increase US-EU GDP by half a per cent.

T/F

f.

The EU chief said a deal would set an example for all global trade.

T/F

g. US President Barack Obama isn't so sure about if a deal will be good.

T/F

h. Obama said it would be better to have a deal with Asia.

T/F 39

W4.3.2: Listen again - Trade [1st Play [BR Audio File: http://stumo.xyz/bba2free ] 2nd Play [US Audio File: http://stumo.xyz/bba2free2 ] 1

begin formal talks on a ______

a. b. c. d.

2

3

a. b. c. d.

5

8

most involvement in more involvement on many involvement in more involvement in

of global trade rules by global traders rules of global trade rules of global trade rule

US President Barack Obama was equally ______

a. b. c. d.

10

a strong boost to a strength boost to the strong boost to a strong booster to

set a standard‌for the development ______

a. b. c. d.

9

annual GDP by 0.5% annual GDP from 0.5% annual GDP at 0.5% annual GDP up 0.5%

giving ______ our economies on both sides of the Atlantic a. b. c. d.

as many key of many key to many key to many keys

The USA will want ______ European agriculture a. b. c. d.

7

the many sticker points the many stuck points the many sticking point the many sticking points

Europe is likely to want greater access ______ American industries

Estimates are that a trade deal could boost their ______ a. b. c. d.

pave the way paves the way paving the way paved the way

The talks will involve rounds of negotiations on ______ a. b. c. d.

4

free trading agreement free trade agreeing free trade agreement free trade agreements

______ for the biggest trade deal in history

a. b. c. d.

6

unenthusiastic about a deal enthusiastic about a deal enthusiastically about a deal enthusiasm about a deal

support American jobs and ______ a. b. c. d.

level the playing field flat the playing field uniform the playing field wreck the playing field

W4.3.3: Synonym Match: Match the following synonyms from the article.

1.

paving the way

a.

giants

2.

account for

b.

talks

3.

powerhouses

c.

increase

4.

forbids

d.

preparing

5.

involvement

e.

valued at

6.

worth

f.

mushrooming

7.

boost

g.

prohibits

8.

negotiations

h.

quidelines

9.

standard

i.

make up

10.

growing

j.

participation

40

W4.4.1: The Trading Game Set up

Instructions

Split the class into five groups

The objective is for each student to get the most points by trading their country’s goods for products from another country.

Groups 1.

2.

3.

4.

5.

China Colombia Saudi Arabia Ghana UK

Exports ● ● ● ● ●

Gold = 5 points per unit Oil = 4 points per unit Lumber = 3 points per unit Electronics = 2 points per unit Coffee = 1 point per unit

Teachers Information Each group randomly receives approximately 10 trading cards [File: http://stumo.xyz/tradinggame] PPT for use in class [http://stumo.xyz/tradingppt]

Each team will start with a set of trading cards that represents their country’s worth.

The game allows for “free trade,” meaning any country can trade with another country, and any item and/or amount of product can be traded for another.

You can creatively market your products or combine products to end up with something more desirable.

First round of trading You can trade freely for 10 minutes, then your teacher will give you more instructions.

Additional rounds of trading You can trade freely for a further 2 minutes.

Then count up your points and your teacher will give you more instructions.

Winning Now total up your points, who’s the winner?

After playing discuss the following questions ● ● ● ● ●

Did any countries end the game richer or poorer than they started? Which ones?

What was it like to be a rich country? A poor country?

Was it easy or difficult to trade? Why? Did any countries feel especially powerful or powerless?

Which items were most popular? Which were least popular? Why?

Now watch this excerpt from the National Geographic Documentry [http://stumo.xyz/illicit] To learn more about this subject visit this website - http://www.nationalgeographic.com/illicittrade/

41

Week 5: Distribution and Logistics W5.1.1: Introduction to Logistics [Youtube warm up video: http://stumo.xyz/logisticssong ] Logistics is the process of creating a framework for the flow of resources within a business. Supply chain management is the management of relationships with suppliers, distributors, and customers – its aim is to coordinate the different processes within the business, and between customers and suppliers. For effective supply chain management, both individuals and organizations need to learn how to build relationships and work together.

To solve logistics and supply chain problems we need Technical Intelligence (IQ) as well as Emotional Intelligence (EQ) our ability to build relationships.

Think about then discuss: What are the advantages and disadvantages of shipping by the different means of transportation in the box below.

Consider the cost, time, flexibility, impact on environment and energy used.

What kinds of products are usually shipped using these different means of transportation?

Means of transport Freight train

Advantages

Disadvantages

Transport Truck

Plane

Cargo Ship

W5.1.2: Reading comprehension - Read the following news article and then answer the questions.

Great Crawl of China: Vendors cash in on 60-mile traffic jam that has lasted 11 days – with no end in sight.

By Daniel Bates, August 25th, 2010.

Next time you are stuck in a traffic jam, just think of the traumas inflicted on China's drivers. Thousands of motorists have been caught up in a 60-mile tailback since August 14 - an incredible 11 days ago. And it could last a further three weeks. While many motorists took detours, some ended up trapped for up to five days, sleeping in their cars and taking shifts behind the wheel. Others played cards to pass the time and chatted by the roadside as 400 police were drafted in to ensure the communal road rage was kept in check.

And local traders made the most of the situation by setting up stalls and roaming from lorry to lorry selling their wares at exorbitant prices.

On Sunday, day eight of the gridlock, trucks moved less than a mile on the worst-hit section, said Zhang Minghai, a traffic director in Zhangjiakou, a city 90 miles north-west of Beijing. At some points, the tailback reached 60 miles, roughly the same distance between London and Brighton.

Officials admitted that the jam could continue until mid-September, with accidents and broken-down cars hampering efforts to keep things moving on the National Expressway 110 between the capital Beijing and Inner Mongolia.

Traffic has become a serious problem in China but the 11-day jam is among the most chronic examples of a transport network which has been over capacity for years. Construction was ordered on the National Expressway, which travels from Beijing to Huai'an in Heibei Province, and on to Jining in Inner Mongolia, because of damage done by lorries.

An eight tonne limit was imposed but this month there have been even more trucks carrying heavy loads of coal or 42

fruit because the Beijing section of the other major route out of the capital - the Beijing-Tibet Expressway - has had stricter weight limits brought in.

Within hours, a mini-industry sprang up at points where traffic was at a standstill, with locals charging high prices for food and refreshments. Many of the lorries contain unrefrigerated cargo, so much of fruit and vegetables on board are assumed to be rotting. On the Huai'an section, Mr Huang, a lorry driver, told the Global Times that he suffered ‘double blows’.‘Instant noodles are sold at four times the original price while I wait in the congestion,’ he said. ‘Not only the congestion annoys me, but also those vendors.'

Wang, who was behind the wheel of a lorry containing coal, had been on the same section of the road for three days and two nights. ‘We are advised to take detours, but I would rather stay here since I will travel more distance and increase my costs,’ he said.

Such is the cynicism about traffic that the days when the roads are clear is cause for minor celebrations. ‘If there's no traffic jam in the city, that would be news,’ said Niu Fengrui, director of the Institute for Urban and Environmental Studies at the Chinese Academy of Social Sciences. A publicity officer with the Beijing Traffic Management Bureau blamed insufficient capacity as a result of the roadworks for the delays. The construction is due to finish on September 13.

1. What was the source of the traffic jam described in the article?

2. What did the authorities do during the traffic jam?

3. What was the length of the traffic jam?

4. What “sprung up” within hours?

5. What were some of the possible problems for transport trucks?

If your company had trucks stuck in this sort of traffic jam, what would you do?

What other similar sorts of issues can companies face when transporting goods?

W5.1.3: Reading comprehension - Dell does it differently Conventional manufacturers have to keep supplies of raw materials in order to produce their goods. Ordinary retailers too, have to keep the appropriate stock levels to satisfy their clients’ need. Enormous sums of money are tied up in this inventory. By contrast, Dell only builds once it has received an order and delivery takes on average seven to ten working days from the date the order is placed. By dealing directly with consumers through mail shots, advertisements, and the internet, it bypasses distributors and shopkeepers. And Dell’s performance is truly breathtaking: its factories construct 80,000 machines per day and it can operate without warehouses. When an order is placed, the firm orders components from their suppliers. In addition, suppliers are expected to give credit even though Dell is paid in advance. This means that Dell has already been paid by its customers before it has to pay its own bills. Everything is so streamlined that it demands expert logistics and management of the supply chain.

How does Dell do business differently from other companies?

How does this affect its suppliers?

Vocabulary Match: Match the words in BOLD in the text with the definitions in 1-11.

1. People who sell products to the public:

2. Stock:

3. The place where goods are stored:

4. Parts you need to construct something:

5. Designed for optimal efficiency:

6. The series of processes and companies involved in making and selling a product:

7. Customers:

8. The ‘middleman’ between the manufacturer and retailer:

9. Providers of goods:

10. producers:

11. the basic substances used to make something: 43

W5.1.4: Listening: Steve Zackon also works in the computer business. Listen to this interview and answer these questions: 1. What are the main differences between his business and Dell?

2. How does he keep control of his stock?

3. How does Steve follow the progress of his orders?

Listen again and complete the phrases 1. We have a lot of components ______________ stock 5. It’s really not good to be ______________ of stock.

2. How do you make sure that you don’t run______________?

6. It just warns us we’re low ______________ stock.

3. It tells us what we have left, if it’s ______________ order…

7. You don’t want to stock ______________ on components.

4. You never want to run ______________ of basic items.

8. If there’s an essential package, I ______________ track of it very closely.

Discuss: Think about the items you have at home and use regularly.

1. Have you got anything on order at the moment?

2. What important supplies are you running low on?

3. How often do you run out of something essential?

4. When was the last time something you wanted to buy was out of stock?

5. What do you like to stock up on?

6. How do you keep track of your spending?

W5.1.5: Listening: Gisele is waiting for components. She calls her supplier, Composource, to find out what is happening. Listen and complete the supplier’s information.

Account: Abracomp

Account reference:

Date of order:

Quantity:

Product description:

Dispatched: Yes / No Date and time dispatched:

44

Listen again and complete these phrases: 1. I’m __________________ an order I placed two weeks ago.

2. I’d like to _______________ what has happened to it.

3. I see. Can I take your _______________ ?

4. When did you ____________ the order?

5. We put it _______________ to our warehouse.

6. _______________ to my information, it was dispatched that afternoon.

7. Something _____________ gone wrong.

8. I’m not __________________ this at all.

9. Could you ________________ for me?

10. Certainly, _______________ immediately.

11. This is a _____________ problem for me.

12. I’ll be _____________________ I can.

13. I really want to know what’s___________________ to it.

W5.1.6: Case Study: DIY retailer calls in logistics experts Castorama Polska belongs to the Kingfisher group of companies. Kingfisher is the third-largest home improvement retailer worldwide and has over 680 stores in eleven countries.

Castorama is the market leader in Poland with more than 30 stores and over 6,000 employees. Its products are sourced from around 700 suppliers in Asia, Europe, and Poland. Castorama’s first store opened in Warsaw in 1997.

In the following years the business in Poland grew rapidly, but so did their operational and economic challenges. As the number of stores grew, and demand for their products increased, it became more and more difficult to distribute stock to all their customers on time.

Each Castorama store operated as a ‘logistically independent’ unit – they each had different stock requirements and different ordering systems. Because there was no overall strategy, it was difficult to coordinate supply and demand. As a result, stock was often delayed or even lost, and orders quickly became outdated. The company’s logistics costs went up, delays in orders increased, and customer satisfaction started to go down, ultimately leading to lost sales.

The company needed help to solve this problem. They called in the logistics consultants, Maersk Logistics, to help improve their supply chain, reduce costs, and increase customer satisfaction.

1. What kind of products do Castorama sell?

2. What went wrong? Why did these things happen?

3. What are the benefits of a well-designed logistics system?

4. What changes would you advise Castorama to make?

5. Look at the information in the box below to see how Maersk helped Castorama make changes. Did you have the same ideas?

Role Play You and your partner work for a logistics consultancy like Maersk Logistics. You have been called in by Toyztime, a large, growing chain of toy stores based in England. Toyztime is losing sales because of logistics problems. Like Castorama Polska, each of the 150 Toyztime stores operates as a ‘logistically independent’ unit.

A. Read the comments on the following page carefully then take turns to report what you heard to your partner. Listen to what your partner says and find a corresponding comment from a customer.

Example: A. One customer told me that they went to a Toyztime store to buy…

B. Right. It sounds like they do have a problem there. An employee I spoke to said that their deliveries are often late because…

45

File A (Student A) : Toyztime customers’ comments

File B (Student B) : Toyztime employees’ comments

You interviewed some people who used to be regular Toyztime customers. You asked the customers this question: “Why have you stopped shopping at Toyztime?”.

You interviewed Toyztime employees at one of the main stores. You asked them this question: ‘What problems are you having with stock?’

a. ‘I wanted to buy a particular toy at Toyztime for my grandson’s birthday but they were out of stock. They told me they were expecting a delivery that Friday morning and said they’d keep one aside for me to pick up in the afternoon. When I went in at 3:00 p.m. on the Friday I was told that the delivery hadn’t arrived yet.

What a waste of my time! I won’t be shopping there again.’ b. ‘I was told by a sales assistant that a product I ordered would take about ten working days to arrive at the store for collection. I called after ten days to check if it had arrived. It hadn’t and the person I spoke to couldn’t even tell me when I might expect it to arrive! I couldn’t wait any longer so got it from a different company.’ c. ‘When I asked why the product I was interested in was cheaper at a competitor’s store, the manager just told me that they had had to put their prices up. As long as I know I am getting the products cheaper elsewhere. I won’t be going back to Toyztime.’ d. ‘I called to check if my local store had a certain toy I wanted in stock. The man I spoke to looked it up on the system and told me there were three in stock. When I got to the store though, there were none. It was the second time something like that has happened, so I’ve decided to buy toys somewhere else. e. ‘Several times I’ve been into Toyztime to buy a toy and been told it’s out of stock as it’s such a popular item. Often it takes up to two weeks for them to get it in again. At some other shops they can get the item in for you the next day – I prefer to use shops that can do that for their customers.’

a. ‘I’m responsible for dealing with our suppliers but I don’t have time to do this, keep on top of all the documentation, and run the store too. This means I sometimes don’t get around to ordering low-stock items or new products that we should be stocking. I’m sure the other store managers have the same problem.

And, if we don’t have items in stock, we lose our customers. b. ‘When we run out of stock on popular products it takes ages to get more from our suppliers.’ c. ‘Very often our deliveries are late because the drivers can’t find us or because the traffic is heavy in the rush hour. It is quite tricky as, like some other Toyztime stores, we are in the back streets of the city – but it shouldn’t happen as often as it does.’ d. ‘When customers call to ask about deliveries and when certain items will be in stock, we have no way of checking if stock has been dispatched and when it’s likely to arrive in store.’ e. ‘Our stock control system sometimes shows that we have more items in stock than we actually do. I do try to remember to update it when a product is purchased but sometimes I forget’ f. ‘Ive had to put our prices up to cover the rise in transportation costs. Our pricing is not very competitive anymore.’

f. ‘On two occasions now, I’ve seen new toys advertised on TV and expected Toyztime to sell them.

When I went in to my local store, however, I was told that as the product was fairly new, it hadn’t been ordered yet. Luckily I found what I wanted at another chain of toy shops the same day!’

B. Work with your partner. Make a list on the following page of the six logistics problems that need to be solved and discuss what can be done. Use your own ideas from Maersk Logistics’ solution for Castorama.

46

6 Logistics Issues 1.

2.

3.

4.

5.

6.

Week 6 - Grammar W6.1.1: Tense review - Past simple or present perfect?

Complete the text about technology stocks by putting the verbs into the correct form of the past simple or present perfect.

European investors (1) ___ have watched___ (watch) US stock markets nervously over the last few months. The problems with US technology and telecom stocks (2)______________(begin) last March, and since then share prices at companies like Intel, HP and Apple (3) ____________________(crash). Over the summer all these giants (4) _________________ (announce) lower than expected profits, and investors fear that in the current economic climate demand for their products (5)_____________________(peak). Now it’s the turn of European stocks, and on Monday stocks in Germany’s SAP and Finland’s Nokia (6) ____________________ (fall) sharply. SAP (7) _________________ (be) down 4%. But there was some good news for investors yesterday.

Capgemini (8) _________________(release) figures which showed that this year revenues (9)_________________ (rise) to €9,100 million, up from €8,700 million last year. In recent years Capgemini (10) _____________________(become) one of the leading players in the global IT services market, alongside IBM, EDS and Accenture. The company (11) ________________ (also/lead) the way in the use of offshoring, often transferring work to countries such as India and Poland. This (12) _____________________(improve) profitability as well as providing a wider range of options in the event of a sudden change in the market Correct your answers by listening to the report [Audio file:http://stumo.xyz/521]

47

W6.1.2: Complete the second sentence so it has a similar meaning to the first sentence. You may need to use a new verb or time expression. Use contractions where possible.

1. Jane doesn't work at this company now.

13. How stupid of me! My laptop is still in the car.

Jane …....has left…... this company.

How stupid of me! I ………………………… my laptop in the car.

2. This is the first time I've been to the United States.

14. I'm still reading this report.

I……………………… to the United States before.

I …………………………………… reading this report yet.

3. That's strange! My wallet isn't here!

15. Paul left the building a moment ago.

That's strange! ………………………………disappeared. Paul ………………………the building.

4. I saw a friend of yours a few moments ago.

16. Have you been to Scandinavia at any time?

I…………………………….. a friend of yours.

Have you ………………………… to Scandinavia?

5. I’m still writing this report.

17. I've had English lessons in my company since January.

I……………………………... this report yet.

I …………………………………………English since January.

6. We started working here three years ago.

18. It's ages since we last had an order from CWP.

We've been ………………………………. three years.

We ………………………………………… an order from CWP for ages.

7. Is this your first visit to Latin America?

19. This is the first time I've eaten snails.

Have you ……………………… before?

I ……………………………………. snails before.

8. It’s a long time since I spoke to Richard.

20. I started playing tennis about six months ago.

I …………………………….. to Richard for a long time.

I've been …………………………………….. about six months.

9. Is Anna still out of the office?

21. I don't remember Helen's phone number.

Has ………………………………. back yet?

I ………………………………… Helen's phone number.

10. I'm sorry, but Rachel Watson isn't here.

22. She has a different opinion now.

I’m sorry but Rachel Watson …………………. out.

She ………………………………… her mind.

11. I last saw David in 1996.

23. The last time I saw Margaret was Monday.

I ……………………………… since 1996.

I haven't …………………………… Monday.

12. I came to live here three months ago.

I've been …………………………………. three months.

W6.2.1: Logistics Listening - Listen to the audio and complete the text below.

1. Logistics means that you manage the procurement movement of goods and ______________ of the inventory.

2. It means the ______________ of the goods the customer needs at the right time, in the right place, and of the right quality.

3. My definition of logistics is this: it's to plan, organize, and manage operations that ______________ services and goods.

4. Logistics - that's purchasing, maintenance, ______________, and replacement of material and staff.

5. Logistics is the planning and ______________ of operations such as warehousing, inventory, transport, procurement, supply and ______________.

48

W6.2.2: Grammar - Verb and Noun Verb

Noun

To provide Storage To support Delivery Distribution To maintain Transportation Purchasing W6.2.3: Complete the sentences with the correct form of the words from the table.

1. In my job I oversee the ______________ of vehicles and machinery.

2. Do they also ______________ parcels and packages on Sundays?

3. Goods are normally bought in the ______________ department.

4. We______________ a 24-hour delivery service.

5. This company only ______________ goods by road 6. we ______________ all our goods in the warehouse.

W6.2.4: Match the definition (a-f) with the words (1-6) below.

1. Carrier

(a) company which carries goods by road

2. Freight forwarder

(b) person or firm named in a freight contract to whom goods have been shipped or turned over for care.

3. Supplier

(c) company that specializes in the speedy and secure delivery of small goods and packages

4. Haulage contractor / Haulier

(d) company that transports or conveys goods

5. Courier

(e) company which supplies parts or services to another company; also called vendor

6. Consignee

(f) person or business that arranges documentation and travel facilities for companies dispatching goods to customers

 W6.2.5: Rewrite the sentences below swapping the bold and underlined words, for one from the box. provide

train

organize

ensure

Inform about

check

 1. We supply software for the car industry.

2. I often advise clients on the most suitable transport method.

3. In my job, I have to make sure that passengers arrive on schedule.

4. My job is to supervise incoming goods.

5. I also plan the transport of goods.

6. I instruct staff.

49

 W6.3.1: TOEIC Part 5 - Supply Chain Reengineering Q1 A supply chain can be defined as a network of autonomous or semi-autonomous business entities ....... responsible for procurement, manufacturing and distribution activities associated with one or more families of related products. (a) collectively (b) communally (c) disparately (d) distinctively Q2 Different entities in a supply chain operate subject ....... different sets of constraints and objectives. (a) of (b) over (c) to (d) under Q3 However, these entities are highly interdependent when it comes to improving performance of the supply chain in terms of objectives such as on-time delivery, quality ......., and cost minimization. (a) assurance (b) continuance (c) endurance (d) insurance Q4 As a result, performance of any entity in a supply chain depends on the performance of others, and their ....... and ability to coordinate activities within the supply chain. (a) goodness (b) goodwill (c) willingness (d) willpower Q5 A global economy and increase in customer expectations regarding cost and service have influenced manufacturers to ....... to improve processes within their supply chains, often referred to as supply chain reengineering (Swaminathan, 1996). (a) strain (b) stress (c) strike (d) strive Q6 Supply chain reengineering efforts have the potential to impact performance in a big ........ (a) block (b) factor (c) rush (d) way Q7 Often they are undertaken with only a ....... view of the future, and it is essential to perform a detailed risk analysis before adopting a new process. (a) passive (b) phlegmatic (c) preternatural (d) probabilistic Q8 In addition, many times these reengineering efforts are made under politically and emotionally ....... circumstances. (a) charged (b) checkered (c) distraught (d) disturbed Q9 As a result, decision support tools that can analyze various alternatives can be very useful in ....... quantifying gains and helping the organization make the right decision (Feigin, An, Connors, & Crawford, 1996). (a) impartially (b) partially (c) partly (d) patently Q10 Benchmarking solutions provide insights into current trends but are not prescriptive; this leaves simulation as the only ....... platform for detailed analysis for alternative solutions. (a) valuable (b) veritable (c) versatile (d) viable

50

W6.3.2: TOEIC Part 5 - The Physical Supply Chain Q1 The reduction of uncertainty in the physical supply chain requires cooperation between trading partners; this uncertainty is reduced ....... but requires adequate investment from both of the partners. (a) incidentally (b) incrementally (c) indelibly (d) irrevocably Q2 During the initial development of integrated supply chains, the more powerful of the partners ....... their requirements. (a) decided (b) demanded (c) dictated (d) directed Q3 With, for example, ....... system, timely delivery of components lowered the working capital needed by a powerful customer, while the supplier had to investment heavily to adapt their system. (a) a just-in-time (b) an on-demand (c) an on-the-money (d) a quick-response Q4 The system is uncertain for the supplier because the payment receipt date is unknown, yet powerful customers are ....... to invest in providing a more certain system because it is the supplier that receives the benefit. (a) averse (b) avoiding (c) recalcitrant (d) reluctant Q5 Instead of cooperating in the removal of costs from their supply chain, the customer's finance functions may take ....... approach: payments may be delayed in order to match cash flows or operational processes. (a) an altruistic (b) an opportunistic (c) an optimistic (d) a simplistic Q6 A smaller supplier may also ....... higher charges for foreign exchange transactions and cash management services. (a) employ (b) endure (c) impute (d) incur Q7 With regard to the financial supply chain, it has been proving problematic to implement a sure system for invoice input and ....... of payment orders. (a) alleviation (b) assignation (c) generation (d) gestation Q8 However, in the long run, the process of ....... improvements in the supply chain demands close cooperation. (a) imminent (b) imperative (c) iterative (d) itinerant Q9 Instead of apportioning savings to each partner for every investment, the focus is shifted to a more general form of ........ (a) reciprocation (b) recombination (c) restitution (d) retribution Q10 The thrust of the trading relationship can then shift from competition between partners and focus instead upon cooperation within the supply chain and ....... competition between chains. (a) advantageous (b) adventitious (c) adventurous (d) adversarial

51

Week 7 - Prefixes and Suffixes W7.1.1: Prefixes and Suffixes

Prefix Meaning

Example

Prefix Meaning

Example

A

not

asymmetrical

micro

small

microscope

ab

away from

abnormal, absent

mid

half

midway, middle

anti

against

antibiotic, antifreeze

mini

very small

miniskirt

auto

self, alone

automatic, automobile

mis

wrong

misspell, misunderstand

bene

good

beneficial, benefit

mono

one, single

monotheistic, monologue

bi

two, double

bicycle, bicentennial

multi

many

multinational

bio

life

biology, biosphere

non

not

nonconformist, nonentity

cent

hundred

century, centurion

over

too much

overrun

centi

hundredth

centimeter

pan

all

pan-American

circum around

circumference

para

beside, guard

parallel, parachute

co

with, together

cooperate

penta

five

pentagon

com

with

compassion, combine

per

throughout

perfect, pervade

con

with

connect

poly

many

polygon

contra

against

contradict

port

carry

portage

deci

tenth

decimeter

post

after

postpone, postgraduate

deca

ten

decagon

pre

before

prepare, predict

dia

through

diagonal, diameter

pro

forward, supporting

progress, propel, profess

dis

apart

dislocate, dismantle

quad

four

quadrilateral

eco

earth

ecology, ecosystem

re

again, back

reconsider

equi

equal

equilateral, equilibrium

semi

half, partly

semidetached, semiprivate

ex

former

ex-wife, ex-president

sub

below, under

submarine, submerge

hemi

half

hemisphere

super

above

superman, supernatural

hyper

above, over

hyperactive

tele

far

telephone, television

il/im

not

illegal, impossible

trans

across, over

transport, transplant

in/ir

not

incorrect, irresistible

tri

three

triangle, tricycle

inter

between, among

interstate, international

ultra

beyond

ultrasound, ultra light

magni

great, large

magnify, magnificent

un

not, uncertain

uneducated, unbearable

mega

great

mega city, megaphone

under

below

underused

uni

one

unicycle

52

W7.1.1: Find more examples of words that contain the listed prefixes

Prefix Meaning

Example

Prefix Meaning

A

not

micro

small

ab

away from

mid

half

anti

against

mini

very small

auto

self, alone

mis

wrong

bene

good

mono

one, single

bi

two, double

multi

many

bio

life

non

not

cent

hundred

over

too much

centi

hundredth

pan

all

circum around

para

beside, guard

co

with, together

penta

five

com

with

per

throughout

con

with

poly

many

contra

against

port

carry

deci

tenth

post

after

deca

ten

pre

before

dia

through

pro

forward, supporting

dis

apart

quad

four

eco

earth

re

again, back

equi

equal

semi

half, partly

ex

former

sub

below, under

hemi

half

super

above

hyper

above, over

tele

far

il/im

not

trans

across, over

in/ir

not

tri

three

inter

between, among

ultra

beyond

magni

great, large

un

not, uncertain

mega

great

under

below

uni

one

Example

53

W7.1.3: Use the prefixes from the box and the definitions on the left to complete the words on the right. dis

re

inter

un

over

under

mis

bi

co

sub

out

up

1. To an excessive degree

___________load

2. Once more, again

_____________ill

3. Two languages

_________lingual

4. Between, among

__________active

5. Less than, insufficiently

___________age

6. Improved, high

_________grade

7. Under, below

________contract

8. Together with

________operate

9. Not sold

___________sold

10. Badly, incorrectly

________manage

11. Better or more than

____________do

12. Removal, reversal

________continue

W7.1.4: Which prefix can be added to each of the following groups of words?

1

market

date

2

stock

pay

3

direct

inform

4

satisfied

5

act

6

standard

fund

scale charge

like

turn

priced

size

judge

lead

regard

position divide

swing

place design

group

total

represent approve pay section

W7.1.5: Complete the following sentences by adding an appropriate prefix to the words in italics.

1. Retailers are required to provide wheelchair access for _______abled customers.

2. I just checked the receipt and realized that I’ve been ________charged by more than five dollars.

3. The store manager wants to ________negotiate the terms of the lease.

4. This particular model has been __________continued.

5. ________management of the inventory leads to lower levels of sales.

6. It is easy to ________estimate the impact that a successful advertising campaign can have.

7. We specialize in fashionable and affordable __________size clothing and footwear.

54

W7.1.6: Here are some of the most common suffixes. Can you think of any other words with the same suffix? able

Available

Believable

ance

Observance

ant

Reluctant

Protestant

ary

Honorary

Imaginary

ation

Aviation

dom

Freedom

ence

Independence

ent

Judgement

er

Lecturer

ery

Pottery

ian

Comedian

Politician

ible

Digestible

Flexible

ion

Complexion

ious

Furious

ise

Expertise

ition

Intuition

ize

Summarize

less

Faithless

ment

Attachment

ness

Politeness

or

Creator

ory

Observatory

ous

Joyous

Nervous

ture

Fixture

Mixture

ure

Brochure

Instance

Transportation Kingdom Silence

dependent Manager

Lottery

Opinion

Mysterious Exercise Competition Memorize Careless Disappointment Happiness Adjudicator Sensory

Moisture

55

W7.1.7: Look at the list of adjective-forming suffixes. Make the necessary changes to the words below, then add the correct suffix to form adjectives.

-able

-al

-an

-ant

-ar

-ary

-ate

-ent

-ible

-ic

-ive

1. care__________

5. origin__________

9. electron__________

2. prime__________

6. family__________

10. passion__________

3. persuade__________

7. differ__________

11. access__________

4. reason__________

8. republic__________

12. observe__________

-less

W7.1.8: Complete the following text by transforming the words in brackets.

The Boca Negra Hotel and Conference Center offers of the region’s most (1.prestige) _____________ venues for corporate seminars, sales conferences, and business retreats. Ideally located in the Sierra Pasada mountains, the hotel has (2.panorama) _____________ views and is within easy reach of MonteBello airport. The hotel’s luxurious accommodations include 200 (3.space) _____________ rooms equipped with the finest furnishings and (4.compliment) _____________ Wi-Fi Internet access. A full range of (5.recreation) _____________ facilities, including an indoor pool and fitness center, is reserved (6.exclusive) _____________ for hotel guests. Our state-of-the-art conference center features multi-use meeting spaces, which can be customized to suit your (7.profession) _____________ needs. Our two main conference rooms can each (8.comfortable) _____________ seat 200 people and are paired with smaller meeting spaces. Both have the latest projection equipment, and out (9.knowledge) _____________ technical team is always available to ensure that your presentations are truly (10.effect) _____________.

Week 7 - Customer Service W7.1: Warm Up Videos [Youtube Video1: http://stumo.xyz/cusserv ][Youtube Video 2: http://stumo.xyz/custserv ] W7.2.1: Discussion - Which of the following annoy you the most when dealing with customer service?

On the phone:

Repairs and refunds:

1. Being put on hold

1. Delays on repairs

2. Speaking to a disinterested person

2. Delays in getting money back

3. Choosing a series of options during your call

3. No replacement equipment while repairs are

4. Finding the Customer Service number is continuously

carried out

busy 5. Being cut off Face to face:

Can you think of anything else:

1. Unhelpful customer service personnel

1.

2. Stressed or indifferent staff

2.

3. Salespeople with poor product knowledge

3.

4. Too few staff at peak times

4.

5. No company policy on customer service complaints

5.

56

W7.2.2: Further discussion.

1. How important to a company’s success is customer care?

2. Is it possible to have too much customer care?

W7.2.3: Listening - Sarah Andrews is Retail Sales Director at Harrods. What do you know about Harrods?

[Audio files: Part 1 http://stumo.xyz/7231, Part 2 http://stumo.xyz/7232, Part 3 http://stumo.xyz/7233] A. Listen to the first part of the interview and decide if the statements are TRUE / FALSE / NOT GIVEN 1. Good customer service at Harrods is about meeting customer expectations.

2. Harrods customers expect a level of service as good as other retailers.

3. Harrods employees are trained in a seven step customer service program.

4. Harrods employs people to test the customer service in different departments.

5. Harrods employees are given feedback on their performance once a month.

6. Employees receive champagne if they score 100% in the mystery shop tests.

T / F / NG T / F / NG T / F / NG T / F / NG T / F / NG T / F / NG

B. Listen to the second part of the interview and complete the sentences according to Sarah Andrews 1. Good customer service helps retailers to …

2. The problem retailers face these days is that products ……

3. Companies which don’t take customer service seriously will ……

C. How does Sarah think new technology can help improve customer service?

1. _____________________________________________________________________________ D. Listen to the third part of the interview and fill in the missing verbs to create the Seven Steps to Exceptional Service.

1

_________________ customers within one minute of arrival

2

_________________ customers at an appropriate time and _________________ a conversation

3

_________________ questions to _________________ customers' needs

4

_________________ product knowledge to _________________ items to _________________ customer needs

5

_________________ the features and benefits of products to customers

6

_________________ related products to _________________ the service

7

_________________ customers and _________________ them to return

F. Role Play: Work in pairs. Use the above seven step program as a guide; act out a dialogue between a Harrods employee and a customer in one of the following departments: a) Luggage b) Cosmetics c) TV &Hi-fi Use this space to prepare your dialogue

57

W7.2.4: Discuss: Work in pairs. Choose the five best suggestions from the advice sheet below.

Dealing with customer complaints 1. Show the customer you are listening by checking that you understand.

2. Allow the customer to show their emotions if they are upset or angry 3. Say you are sorry that the customer is upset 4. Admit that the problem was your fault as soon as possible 5. Make sure you get full details of the problem 6. Summarize and make sure that the customer understands what you have said 7. Ask the customer to put the complaint in writing 8. Be firm if you are sure of your facts 9. Keep an open mind at all times 10. Do not end up arguing with the customer 11. Do not be defensive 12. Concentrate on the situation not the personalities 13. Don’t force your solution on the customer 14. Try to find out what result the customer wants 15. Tell the customer what you can and cannot do 16. Offer compensation of greater value than the goods or services complained about W7.2.5: Complete the beginnings of the sentences with the words from the box. Then match the beginnings with the sentence endings. standards

products

rapport

complaints

reassure

1. When you handle _____________ it is important ‌

A ... when they are worried

2. You can establish a _____________ with a customer if ...

B ... will lose customers

3. A key element in customer care is to _____________ people ...

C ... they are faulty

4. Companies which do not meet their _____________ of service ...

D ... you know about their buying habits

5. Many companies will replace _____________ free of charge if ...

E ... to be diplomatic

W7.2.6: Match the idiomatic expressions on the left to their meanings on the right.

1. Pass the buck

a. forgot to do something

2. Get to the bottom of the problem

b. paid far too much for something

3. It was the last straw

c. avoid responsibility

4. Got straight to the point

d. find the real cause of something

5. Slipped my mind

e. talked about the subject directly

6. Ripped off

f. the last in a series of irritating events

7. Talking at cross purposes

g. misunderstanding what someone else is referring to

58

W7.2.7:

W7.2.8: Discussion 1.

How do you know if someone is not listening to you? How does it make you feel?

2.

Which of the following do you do to show people that you are listening to them?

2.1.

Can you add any other suggestions? ●

Look people directly in the eye at all times

●

Nod your head often to show interest

●

Repeat what the speaker has said in your own words

●

Be aware of the speaker’s body language

●

Interrupt the speaker often to show you are listening

●

Think about what you are going to say while the speaker is talking

●

Use body language to show you are attentive

●

Try to predict what they are going to say next

●

Ask questions if you do not understand

●

Say nothing until you are absolutely sure that the speaker has finished

W7.2.9: Listening - Listen to three conversations in which people are talking about customer service.

Take notes while listening. What products or services are they talking about? Was the service good or bad? Why? [Audio files: File 1 http://stumo.xyz/7291, File 2 http://stumo.xyz/7292, File 3 http://stumo.xyz/7293 ] W7.2.10: Discussion - Work in pairs. Describe two examples from your own experience where the service you received was a) excellent and b) poor. When your partner is speaking, make an effort to listen actively.

Use some of the language below.

59

W7.3.1: Dealing with Complaints

60

61

Write a satire letter to the customer service department of any store. It should be a funny treatment of a usually serious subject. __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

62

There are several key stages when handling a complaint: 1. Thank the customer for complaining - You should consider yourself lucky that the customer is prepared to give up their time and money to let you know they have a problem, instead of just walking away - a complaint is a gift.

2. Say that you are sorry that the problem has happened This is NOT an admission of guilt on your part, it's just good manners.

3. Put yourself in the place of the customer - This will instantly give you an advantage, as you not only will have more empathy with the customer, but also you know your business better than them and so can hopefully see the solution quicker.

4. Start with the view that the customer has a valid point, not that they are trying to rip you off - It is true that there are some professional complainers out there, but they are in the minority, and, if you are a local store, you probably know them anyway. Accepting that the customer may well have a point, even internally, may well trigger off ideas for an acceptable resolution.

5. Get all the facts first - Letting the customer give you all of the information helps you fully understand the situation AND, if they are emotional, will give them time to calm down.

6. Correct the mistake - Don't leap straight to the "free gift" route. While it's very tempting to give the customer a gift, or vouchers, too often it is done INSTEAD of solving the problem. This can lead to more complaints about the same thing in the future because the problem hasn't been hasn't been fixed. Make sure that your definition of the right fix is the same as the customers.

7. Learn from every complaint - Do something! Fix the process; train staff in the issue; eliminate the fault. Wherever possible let the complaining customer know that they have helped you resolve a problem - they'll feel great and come back again and again (and will probably tell their friends!).

8. Minimise reasons for complaints - Do you check customer (and employee) satisfaction regularly? Do you check the quality of the goods sold in your organisation?

9. Always respond - Make sure that EVERYONE who complains on the telephone, by letter, or by email gets a rapid and appropriate response.

10. Lead by example - It's not that your staff DON'T listen to what you say, it's that they DO listen, so make sure that you are always setting the right example, and giving complaints your personal priority. Reward good complaints handling.

Remember - it costs at least five times as much to gain a new customer than keep an existing one.

63

W7.3.2: Write one or two sentences for each category Opening line __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Apologizing __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Being sympathetic (but not actually apologizing) __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Giving reasons for the problem __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Negative replies / Giving bad news __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

64

Asking for more information about the problem or complaint __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Suggesting solutions (for them to try themselves) __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Offering future action __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Closing line for an email dealing with problems or complaints __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

65

W7.3.3: Use the phrases above and respond diplomatically to a classmate’s satirical complaint from earlier. __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

66

Week 8: Travel and Tourism: W8.1.1: Discuss ●

Have you got a favorite airline? Why do you like that airline in particular?

●

Have you ever had a bad experience when flying?

●

Do you belong to any frequent flyer programs? (FFPs), like Air France-KLM’s Flying Blue or British Airways?

●

Executive Club? What advantages can you get from having a frequent flyer card?

●

Many major airlines now belong to alliances, such as Oneworld, Star Alliance and SkyTeam.

What are the advantages for airlines and the advantages (and drawbacks) for travelers?

●

What’s the difference between a charter flight and a scheduled flight?

●

Give the names of as many low-cost airlines as you can.

●

What are the advantages of low-cost airlines? What are the drawbacks?

●

Do you know some of the ideas that low-cost airlines are considering to offer even lower prices, to make more profit or to get more publicity?

●

Have you ever travelled on a low-cost carrier? Was it a domestic or international flight? What was the experience like?

●

What do you think of the idea that overweight passengers should be forced to buy a second ticket on an airplane?

●

How could an airline justify enforcing such a rule? What problems could the airline face if it enforced this rule strictly?

●

What criterion could the airline use to decide if a passenger is overweight?

67

W8.1.2: Fat Flyers Will Have to Pay Twice - Reading - Highlight all the vocabulary you do not know.

"Be warned: airlines in America have a new bottom line. If check-in staff consider a person overweight and likely to encroach on their neighbour's space, they may insist that the passenger buys two seats".

"The controversial 'Customer of Size' rule has, in fact, been the policy of the pioneering no-frills domestic carrier Southwest Airlines for years, but it has only recently started to enforce it strictly for those it coyly refers to as people with unique seating needs."

"The airline says: We could no longer ignore complaints from customers about encroachment by a large seatmate. These customers had uncomfortable (and sometimes painful) travel experiences. It is our responsibility to seek resolution to prevent this."

"Check-in staff will now identify those who are unlikely to pass the 'armrest test', (that is, fit within the standard seat width of 17.25 inches) and ask them to buy a second seat. This will be sold at the rate at which the first was purchased. If the flight is not full, the passenger can apply for a refund. If there is no spare seat, the passenger will be asked to wait for the next flight"

Other American carriers that reserve the right to charge for a second seat for heavier passengers include American Airlines, Continental and Northwest. Continental says: Our staff try to be sensitive but, ultimately, we do reserve the right to deny boarding to anyone who cannot be safely accommodated.

The concept has yet to make a big impression on this side of the Atlantic. Last year, the Scandinavian airline Maersk Air made plenty of headlines when it introduced small, medium and large seats to cope with the increasing loads of heavier passengers, but the main players have not been keen to follow suit. The Air Transport Users Council (AUC), the UK watchdog, says this could all change. Airlines in America are enforcing the rule more rigorously, says the AUC. British travelers should take note, because what a trendsetter such as Southwest does, others imitate. It might not be long before European airlines decide to impose similar conditions?

No more pigging out if you fly domestic with Delta. Last week, the airline announced that it will suspend almost all of its full-meal services on US services from April.

If you’re flying in first (or some routes in business class) on a flight of more than 3 hours, they’ll still give you dinner... but everyone down in the back will have to make do with crackers, cheese, cookies and raisins. Economy passengers will also have to do without pillows. On transatlantic services, meals are still included for all passengers, but the price of alcoholic drinks is to rise from 2.70 to 3.20. Bah, humbug.

The Sunday Times (London) March 27, 2005

68

W8.1.3: Find the words in the article which correspond to the following: 1. Euphemism for ‘fat’ 2. The essential point, the deciding or most important factor 3. Probable 4. A low-cost airline 5. The opposite of international 6. Timidly, modestly 7. Un client 8. The noun form of ‘to complain’ 9. The adjective which describes something which hurts or causes you pain 10.The thing between 2 seats on which you can rest your arm 11.The noun form of ‘wide’ 12.A unit of measurement equivalent to 2.54 centimeters 13.A formal synonym of ‘to buy’ 14.The noun form of ‘to fly’ 15.A reimbursement, to get paid back 16.Employees 17.En fin de compte, en dernière analyse 18.L’embarquement 19.To refuse 20.Les gros titres 21.Faire face à 22.To do the same thing, to copy, to imitate 23.England, Scotland, Wales, and Northern Ireland 24.A group which protects consumers’ rights (like a dog watches over a house) 25.Someone who starts a new fashion

69

W8.1.4: Fat Flyers Will Have to Pay Twice - Reading - Now read the article again this time pausing for half a second when you come to a break line “|”.

"Be warned: | airlines in America have a new bottom line.

| If check-in staff consider a person overweight and likely to encroach on their neighbour's space, | they may insist that the passenger buys two seats". | | in fact, | been the policy of the pioneering no-frills domestic carrier Southwest Airlines for years, | but it has only recently started to enforce it | strictly for those it coyly refers to as people with unique seating needs." | "The controversial 'Customer of Size' rule has,

The airline says: | “We could no longer ignore complaints from customers about encroachment by a large seatmate. | These customers had uncomfortable | (and sometimes painful) | travel experiences. It is our responsibility to seek resolution to prevent this." | "Check-in staff will now identify those who are unlikely to pass the 'armrest test', | (that is, | fit within the standard seat width of | 17.25 inches) | and ask them to buy a second seat. | This will be sold at the rate at which the first was purchased. | If the flight is not full, | the passenger can apply for a refund. | If there is no spare seat, | the passenger will be asked to wait for the next flight" | Other American carriers | that reserve the right to charge for a second seat for heavier passengers | include American Airlines, | Continental | and Northwest. | Continental says: | Our staff try to be sensitive but, | ultimately,| we do reserve the right to deny boarding to anyone who cannot be safely accommodated. | The concept has yet to make a big impression on this side of the Atlantic. | Last year, | the Scandinavian airline Maersk Air | made plenty of headlines when it introduced small, | medium | and large seats | to cope with the increasing loads of heavier passengers, | but the main players have not been keen to follow suit. | The Air Transport Users Council | (AUC), | the UK watchdog, | says this could all change. | Airlines in America are enforcing the rule more rigorously, | says the AUC. | British travelers should take note, | because what a trendsetter such as Southwest does, | others imitate. | It might not be long before European airlines decide to impose similar conditions? | No more pigging out | if you fly domestic with Delta. | Last week, | the airline announced that it will suspend almost all of its full-meal services | on US services from April.

If you’re flying in first | (or some routes in business class) | on a flight of more than 3 hours, | they’ll still give you dinner… | but everyone down in the back will have to make do with | crackers, cheese, cookies and raisins. | Economy passengers will also have to do without pillows. | On transatlantic services, | meals are still included for all passengers, | but the price of alcoholic drinks is to rise from | $2.70 to $3.20. Bah, humbug.

The Sunday Times (London) March 27, 2005

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W8.1.5: The following article, published 5 years after the above article from ‘The Sunday Times’.

What are your reactions? Have you heard about this on TV and the radio, or read about it in the newspapers?

Airline defends policy of asking obese passengers to buy second seat Air France-KLM says measure is intended to ensure passenger safety following complaints from anti-discrimination campaigners Air France-KLM, one of the world's biggest airlines, was today forced to defend its practice of asking obese passengers to reserve two seats instead of one after anti-discrimination campaigners denounced it as unfair.

In what the airline insisted was an attempt to ensure passenger safety on its flights, people too large to fit into a single seat have been encouraged to pay for the extra space, for which they are charged 75% of the standard rate.

A spokesman today announced the airline's intention to begin reimbursing obese passengers the price of their second seat on flights that were not full.

But while Air France-KLM was keen to stress the advantages of the system to customers "with special requirements", campaigners against obesity discrimination said the policy was unfair in principle.

"Air France must take into account the individual needs of its passengers," a spokesman for the Allegro Fortissimo campaign group said. "A passenger should only have to pay for one ticket."

Nadine Morano, the French junior minister for the family, criticised any policy that resulted in passengers being charged more because of their size.

"If people have to pay twice because of their illness, I find that shocking," she said.

Contrary to earlier reports, which said Air France-KLM was introducing a mandatory two-seat charge for obese customers, the airline insisted the two-seat rule was a "recommendation", not an obligation.

Under the modified policy – due to come into effect on reservations made after 1 February for flights leaving after 1 April – passengers would be reimbursed "in 99% of cases", a spokesman said.

But he admitted that, on flights with no free seats, a passenger who was too large to fit into a standard seat and could not fasten their seatbelt could face being turned away.

"An aircraft has to be evacuated in emergencies within 90 seconds. If you have difficulties sitting on your seat ... it could have a serious impact on security," he said.

This is not the first time Air France's policy on overweight passengers has come under scrutiny.

In 2007, it was ordered to pay damages of €8,000 (£6,935) to a 160kg Frenchman forced to pay for a second seat.

But it is far from being the only airline to provoke controversy – last year, Ryanair said it was considering imposing a "fat tax" on passengers who "invade the space of the person next to them".

Several US airlines, such as Delta and American Airlines, say that, when flights are full, passengers who cannot fit into a single seat will have to buy another.

The Guardian 20 January 2010

Now on the board add the break lines in where you should pause when reading.

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W8.1.6: Discuss the questions below in pairs. When you have finished, find a partner from another group and report what you decided. ● ●

●

Do you have a favorite hotel?

How important do you think the hotel’s cost is when business people make their travel plans?

- Very important - Quite important - Not important How is the business traveler different from the ordinary tourist? If you were choosing a hotel for a business trip, which of these amenities would you consider more important and which less important?

- Guest rooms

- Meeting rooms

- Restaurants and bars

- General décor

- Gym/ health club

- Hotel staff

- Wi-fi internet access

- Other

- Room service - Lobby and other public areas - High-speed internet access

W8.1.6: Look at the graph (below) which shows the results of a survey of American business travelers, and complete the paragraph below it by writing one word in each gap.

In our survey of 1,200 business travelers, 1. ______________________ found that 39% considered the quality of the guest rooms 2. ______________________ the most important amenity, whereas 18% rated high-speed Internet access 3. ______________________ the most important, and 17% valued the hotel staff 4. ______________________ highly.

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Write similar paragraphs for these two graphs. When you have finished, compare your paragraphs.

_________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________

_________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________

W8.1.7: Role Play [Amsterdam Lonely Planet Travel Video: http://stumo.xyz/amster1] [Visiting Amsterdam? Visit the Mรถvenpick Hotel Amsterdam City Centre!: http://stumo.xyz/amster2] You will see two videos on Amsterdam. You should plan a four day three night trip for two people in Amsterdam.

You need to choose the location of the people, (they will have to be far enough away that they will have to take a train or an airplane) you will have to book, budget and choose activities for the trip, like a travel agency. You can plan any activities you think would be interesting, fun, educational, romantic, or any other criteria you would like to choose. The budget should include, cost of travel, hotel, activities, food, entrance fees, travel within the city and any daytrips that you wish to include. Please plan all parts of the trip and present your plan to the class.

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W8.1.8: Tourist Video Homework activity [Amsterdam Lonely Planet Travel Video: http://stumo.xyz/amster1] [Visiting Amsterdam? Visit the Mövenpick Hotel Amsterdam City Centre!: http://stumo.xyz/amster2] Watch the two videos about Amsterdam, and then create your own Tourism video in English about Lille or another city. The deadline for the videos are Tuesday groups 01/05/2017 and Friday groups 27/04/2017. Please email your videos to your teacher, you can then watch them in class the following day.

Rules In groups or four.

Video should be about 10 minutes in length.

Each person must speak on the video.

Deadline must be met.

W8.2.1 - Grammar - Pack your bags! Name something that you can’t travel without (besides your phone or laptop) Backpack

Flashlight

MP3 player

Pair of sunglasses

Suitcase

Briefcase

GPS

Notebook

Passport

Sunscreen

Bulletproof vest

Guide book

Book

Phrase book

Swiss army knife

Business card

Hair gel

Padlock

Razors

Toothpaste

Earplug

Insect repellent

Painkillers

Sleeping bag

Travel alarm clock

E-book/ E-reader

Makeup

Pair of flip-flops

Socks

Travel iron

Electrical adaptor

Mosquito net

Pair of slippers

Suit

Travel pillow

1. Do you usually pack too many things or are you a light traveler?

2. Have you ever lost an item or left something behind while traveling?

What is the difference between trip and travel? Look at the following two sentences.

1. I usually like to travel in the summer whenever I have time off work.

2. Did you have a nice trip?

W8.2.2: Synonyms for ‘Trip and Journey’. Match the words on the left with the definitions on the right: 1. a voyage

a journey on a ship for pleasure

2. a trek

a journey or trip for pleasure in which you visit different places

3. a cruise

a long journey, especially by ship

4. a tour

a long walk in the mountains or countryside

5. an expedition

a trip/visit for pleasure or education which usually lasts less than a day

6. an outing

an organised journey by a group of people for a particular purpose

W8.2.3: Now complete the sentences with words from above: 1. We are going on a(n) _______________________ to Mount Everest next year.

2. Travis was exhausted after the _______________________ in the forest.

3. James and Maria spent their honeymoon on a Caribbean _______________________ .

4. Dianne's children are going on a school _______________________ to the British Museum.

5. Columbus' most famous ____________________ took place in 1492 when he discovered the Americas.

6. Mario took us on a guided _______________________ of Rome.

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W8.2.4: What does the underlined adjectives mean? Give a definition for each.

A. This part of the city is extremely impoverished. The standard of living is very low. ________________________________________________________________ B. It's totally deserted here. Where is everybody? ________________________________________________________________ C. This district is very run down. It urgently needs redevelopment. ________________________________________________________________ D. It's very drab here. Looks like most of the buildings were constructed during the Soviet era. ________________________________________________________________ E. What a picturesque little town! It looks just like a postcard. ________________________________________________________________ F. The city centre is really overcrowded. There's no room to breathe! ________________________________________________________________ G. This area is really vibrant. There's so much life. ________________________________________________________________ H. This part of town is very touristy. There aren't many locals here. ________________________________________________________________

W8.2.5: Video 1: Now match the above comments to the video clips. [Audio file:http://stumo.xyz/video1 ] clip 1: _________

clip 3: _________

clip 5: _________

clip 7: _________

clip 2: _________

clip 4: _________

clip 6: _________

clip 8: _________

W8.2.6: Video 2: Match the video clip numbers to the descriptive vocabulary below. (There may be more than one) [Audio file:http://stumo.xyz/video2 ] High-rise buildings ______________

neon lights ______________

a double-decker bus ______________

a telephone booth ______________

a cobblestone street ______________

a commercial district ______________

a waterfront ______________

a pedestrian zone ______________

a famous landmark ______________

An opera house ______________

heavy traffic ______________

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W8.2.7: Choose a city / destination and describe it! Use as much descriptive vocabulary as possible. __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

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Week 9 - International Business and Culture W9.1.1: A. Work in pairs and spend a few minutes preparing a short (2 minute) presentation on one of these topics.

Tip! For each point you make in your presentation, give reasons and examples.

Make short notes and decide who is going to say what in the presentation. When you speak, use your notes, but don’t forget to look at your audience!

1. The problems of expanding into a new market 2. Advice for foreign companies thinking of expanding into your local market Think about the following points: ∙ Language ∙ Laws and regulations ∙ Local tastes and customs ∙ Local collaborators and competitors ∙ Finance B. Change partners and work with someone who prepared the other topic. Take turns to give your presentations.

Week 10 - International Business and Culture W10.1.1: Finding an overseas partner Magiczine Lustra SP ZO.O. is a small Polish company which produces components for scientific instruments. It is currently interested in expanding its export market.

Marion Armley is British and works part-time as a PA for Aniela Polanski, CEO of Magiczine Lustra. You will hear a message which Aniela left on Marion’s voicemail.

1. Listen and complete Marion’s notes with up to three words in each gap. [Audio file: ] ● ● ● ● ● ● ●

Write 1. _______________________ to people on list made last Friday Use their names where possible and write in a 2. _______________________ Tell them about product and include 3. _______________________ for last 3 years Give info about improved 4. _______________________ and summarize future plans Say we are seeking distributor or 5. _______________________ Inform them Aniela is going on an 6. _______________________ next month Where possible, will get agency to 7. _______________________ into other European languages

2. Work with a partner and decide the following ● ●

Who will read the letter and why the style should be formal How many paragraphs the letter should have and what each paragraph should contain

3. Work together and write a plan for the letter.

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4. Complete Marion’s letter by writing one word in each space.

5. Compare the plan you made with the letter you have just read.

Dear Mr Lee, We are a specialist producer of the top-quality reflective optical components for microscopes and 1.other scientific instruments based in Lublin, Poland.

2. ____________________ you may have read in the trade press, just over a year ago we patented an improved version of an extremely compact mirror which is 3. ____________________ of reflecting almost 100% of the light it receives. Sales of this mirror (in 4. ____________________ original form) to our customers in Europe and the US have risen from US $1m two years ago to just 5. ____________________ US $4.5m last year.

6. ____________________ to our excellent sales projections based on the market research in Europe and America, we have increased our production capacity by 100% and are now also 7. ____________________ a position to begin supplying other markets with our products. Our plans, therefore, include an Asian presences, and 8. ____________________ that objective in mind, we are seeking a distributor, 9. ____________________ possibly a joint-venture in your country. Other products which we have in the pipeline and 10. ____________________ we should be launching within the coming year include a refraction-free liquid lens for microscopes and a self-cleaning eye-piece suitable 11. ____________________ a wide range of optical instruments.

Aniela Polanski, Magiczine Lustra’s CEO, 12. ____________________ be undertaking a tour of Asian countries next month, with a 13. ____________________ to identifying possible sales partners, and would welcome the opportunity to meet with you to discuss our plans and demonstrate our products.

Please 14. ____________________ me know if this possibility would interest you and what dates would be the 15. ____________________ convenient for you.

We look forward to hearing from you.

Yours sincerely, Marion Armley PA to Aniela Polanski 78

W10.1.2: Writing a trade sales letter - Work in pairs. Read this task and answer the questions below.

Your company has a new product/service which is doing well in your existing markets. You are now planning to launch it in a new market and will have a stand at a trade fair for this purpose. Your manager has asked you to write a letter to prospective customers: ● Giving them details of the new product/service ● Describing its success in existing markets ● Explaining your future plans for it ● Inviting them to visit the stand and meet the marketing manager.

1. Who will read the letter and what style would be appropriate for these readers?

2. What points must you deal with in the letter?

3. What details will you have to invent in order to complete this task?

Work alone and write the letter. ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________

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W10.1.3: Listening: You will hear give managers talking about their reasons for moving into new markets and the problems they expect will arise. Before you listen, work in pairs and do the following [Audio file: ] 1. Decide which words in the box below you might hear with each of the Reasons and Problems.

Affluence

cut costs

an approach

global ambi ons

an opening

go into a whole new area

keep to targets

meet targets

a gap in the market

move a lot of product

spread risks

spending power

move upmarket

Reasons

Problems

A. to achieve a corporate objec ve

I. We’ll face strong compe

B. to achieve economies of scale

J. We’ll find it difficult to communicate with local managers.

C. to reach richer customers

K. We’ll find it difficult to recruit high-calibre personnel.

D. to confront their compe tors

L. We’ll have to adapt to local working condi ons.

E. to expand their sales areas

M. We’ll have to change the packaging of our products.

F. to respond to an invita on

N. We’ll have to make a large capital outlay.

G. to maintain sales levels

O. We’ll need a different adver sing message.

H. to take advantage of an opportunity

P. We’ll need help from a local firm.

on from local firms.

Listen and for each speaker decide which reason and which problem they mention.

Speaker 1

Reason

Problem

2 3 4 5

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W10.1.4: Put the verbs in the brackets into the correct tenses (All the sentences come from the listening activity, but some have other possible answers.)

1. … when we ________________ (get) the whole operation going, we’ll have taken one step further in satisfying the company’s ambition of becoming a global presence.

2. And once the operation really ________________ get) off the ground, there’ll be plenty of profits for us there.

3. I’ll show you one as soon as he ________________ (send) me a sample.

4. … when we ________________ (sell) our products there, we’ll have to take account of the local culture.

W10.1.5: Replying to Magiczine Lustra’s approach Read Marion Armley’s letter again and discuss these questions in small groups.

1. Which of the points (a-j) on the right would be appropriate to include if you were replying to Marion’s letter?

2. Put the points you want to include in the order you would include them in the letter a) Details of who your other suppliers are b) A reference to Marion’s letter and the date of the letter c) A summary of your company’s activities d) An offer to arrange her accommodation during her visit e) How successful your company is f) That you would like a meeting with Aniela g) The purpose of Marion’s original letter h) What type of working arrangement you think might be suitable i) When you could meet her j) Who your main clients are W10.2.1: Reading Comprehension - US and European business cultures What are some of the cultural difficulties that visitors to your country typically encounter?

An American leader in Europe By Alison Maitland

from the Financial Times.

Since Nancy McKinstry moved from New York to Europe a year ago to run Wolter Kluwer, the specialist publishing group, she has had plenty of experience of national and cultural differences in business. She has rarity value as an American woman at the head of a Dutch company, an issue she feels strongly about. ‘In Holland, there aren’t a lot of women in senior management. That is a legitimate criticism of the business community,’ says Ms McKinstry.

‘It’s changing, but very slowly. Often the schools don’t have any lunchtime programme so the children are expected to go home for lunch. If you’re a working parent, whether you’re male or female, that’s pretty tough to accommodate as well as work. In the US, you have more daycare and more opportunities for women to balance working with having a family.’

Although an outsider by nationality, she is a corporate insider, having spent 13 years with the publisher, which produces journals and electronic information services for professionals in medicine, the law, tax, accountancy and education, and reported sales of €3.4bn ($4.2bn) last year.

‘The benefits of being an outsider are that I’m able to do things in Europe from a restructuring perspective that would be much more difficult if the chairman was a European.’ This includes cutting 1,600 jobs, or 8 percent of the workforce, as part of the three-year recovery strategy she announced last October. ‘People expect that Americans come in and have more of a bottom-line approach.’

But she admits it can be heavy going, even when the boss is American. ‘In certain geographies in Europe it can 81

take you a year or two to reduce 100 positions. That was described to me as a board member. I understand now how these things work in a very different way. One of the things I’ve learned in my time here is that in Europe there isn’t one approach,’ she says. ‘If you have a product or a customer problem in France, there might be an approach that works extremely well. But if you took that same approach and tried to solve the exact same problem in Holland, you might fail.’

She points to differences in communication style. ‘The Americans tend to be pretty direct, but optimistic. In other geographies, the communication is more subtle. You have to really listen not only to what people are saying but what they’re not saying. In southern Europe, there’s far more nuance to what people are saying. You often find they don’t want to say ‘No’ to you, especially as the chairman, but in fact they may not be able to achieve what you’ve asked them. I try to listen really hard, and to say: ‘How are you going to meet this goal?’

1. Which of these international issues are mentioned and which are not? What is the situation in your country in relation to these issues? a) Women in top management b) Levels of child care c) Punctuality at meetings d) The degree of difficulty involved in firing employees e) The etiquette of exchanging business cards f) Problem solving g) Communication style h) Use of first names 2. Complete the table with words from the article.

Noun

Adjective Experienced

Nation Culture Rare Seniority Legitimacy

3. Now use the adjectives from question 2 to complete these statements. a) If there is not much something, it is ___________________. b) Many years of working in a job make you ___________________. c) The top people in an organisation are the most ___________________. d) ___________________ issues are ones relating to the ways people think and behave in a particular organisation or country. e) If a criticism is correct, it is ___________________. f) ___________________ issues are ones relating to a particular country.

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4. From the article, are the following statements True or False? Find the expressions in the article that support your answers. a) In Dutch schools, lunch is often not provided. True / False _____________________________________________________________________________ b) It is easy for parents in Holland to deal with the lunchtime arrangements for their children. True / False _____________________________________________________________________________ c) Work-life balance is harder to achieve for women in the US than in Holland. True / False _____________________________________________________________________________ d) Nancy McKinstry recently joined Wolters Kluwer from another company. True / False _____________________________________________________________________________ e) Wolters Kluwer made a profit of €3.4 billion last year. True / False _____________________________________________________________________________ f)

It is easier for an American manager to do certain things in Europe than it would be for a European manager. True / False

_____________________________________________________________________________ 5. Find expressions in the article that mean: a) Difficult ____________________________________________________________________ b) Areas or countries ___________________________________________________________ c) Jobs ______________________________________________________________________ d) A senior company director ____________________________________________________ e) A way of dealing with something _______________________________________________ f) A way of talking to people, giving them information. Etc _____________________________ g) An objective ________________________________________________________________ 6. Correct these six statements about expressions used in the article. a) Instead of saying ‘quite direct’ or ‘very direct’, you can say ‘prettily direct’. _____________________________________________________________________________ b) The adjective relating to ‘optimist’ is ‘optimistical’ _____________________________________________________________________________ c) A word meaning ‘clever and skillful’ is ‘supple’. _____________________________________________________________________________

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d) If you listen very carefully to what someone is saying, you listen to the nuisance of what is being said. _____________________________________________________________________________ e) In companies, the title ‘chairman’ is always used about men. _____________________________________________________________________________ f)

Instead of saying ‘reach a goal’, you can say ‘match a goal’.

_____________________________________________________________________________

7. What is the key message of the article? Choose the best alternative. a) There are differences between the way that Americans and European managers work, and this allows American managers to do things that would be more difficult for their European colleagues. However, there are differences within Europe that Americans must not ignore. b) It is surprising that lunch arrangements for Dutch children are not more suited to working women, but the government is going to change this situation so as to give Dutch families a better work-life balance. c) Southern Europeans may find it more difficult to say ‘No’ to their boss, but companies should encourage these people to say what they really think by giving them appropriate intercultural training.

‘You often find they don’t want to say ‘No’ to you, especially as the chairman…’ In your country, is it acceptable to say ‘No’ to senior managers? If so, what situations is it possible?

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W10.2.2: Conversation Questions on Culture 1) What are some things that define a culture?

2) What do you think is interesting about your culture?

3) When people from other countries think about your culture, what do they usually think of?

4) What has surprised you when you’ve met people from other countries?

5) What do you like about your culture?

6) What don’t you like about your culture?

7) How do young people in your culture behave differently from older people?

8) Are there many people of different cultures in your country? Are you friends with any?

9) Have you ever felt confused by the actions of someone from another culture? If so, explain.

10) How are the teachers not from your country different from those who are? How are they the same?

11) Who in your culture do you admire most?

12) What in your culture are you most proud of?

13) If you could change one thing about your culture, what would it be?

14) Would you ever consider marrying or dating someone from another culture?

15) Would you ever consider living permanently in a country other than your home country? Why or Why not?

16) What does it mean to be polite in your culture?

17) What is considered rude in your culture?

18) If a group of people just came from overseas, what advice would you give them?

19) What other cultures have you met people from?

20) What do you think is important when visiting another culture?

21) Do you think “When in Rome, do as the Romans do” is always good advice? Why or why not?

22) What cultures besides your own do you admire and why?

23) If aliens visited your country what might surprise them?

24) Is religion important in your culture?

25) Do you pray before each meal?

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W10.2.3: What went wrong? Sometimes products don’t sell well in a new market. Suggest what went wrong in these cases. [Reasons: http://stumo.xyz/reasons]

1. Western companies had problems selling refrigerators in Japan until they changed the design to make them quieter.

2. In Saudi Arabia, newspaper adverts for an airline showed an attractive hostess serving champagne to happy passengers. A lot of passengers cancelled their flight reservations.

3. An airline company called itself Emu, after the Australian bird. But Australians didn’t want to use the airline.

4. A TV commercial for a cleaning product showed a little girl cleaning up the mess her brother made. The commercial caused problems in Canada.

5. Several European and American firms couldn’t sell their products in Dubai when they ran their advertising campaign in Arabic.

6. A soap powder ad had a picture of dirty clothes on the left, a box of soap in the middle and clean clothes on the right. The soap didn’t sell well in the Middle East.

7. A company had problems when it tried to introduce instant coffee to the French market.

8. A toothpaste manufacturer couldn’t sell its product in parts of South-East Asia.

9. An American gold ball manufacturer launched its products in Japan packed in boxes of four. It had to change the pack size.

10. A ladies’ electric shaver sold well throughout Europe, but not in Portugal.

‘The limits of my language mean the limits of my world’ Ludwig Wittgenstein (1889 – 1951), Austrian philosopher.

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W10.2.4: Choose four factors below which you think are the most important in creating a culture. ● ● ● ● ● ● ● ● ● ● ●

Climate Language Social Customs and traditions Institutions Arts Historical Events Ideas and Beliefs Religion Ceremonies and Festivals Cuisine Geography

What do you miss most about your country or culture when you go broad? Why is cultural awareness important for business people? Give examples Do you think cultures are becoming more alike? Is this a good or bad thing? For example, think about: ● ● ● ●

Improved communications Cheap foreign travel Global business Trading groups (EU, ASEAN, etc)

How important are the following things when doing business in your country?

Are they a) important b) not important or c) best avoided? ● ● ● ● ● ● ● ● ● ● ● ●

Exchanging business cards Shaking hands Kissing Socializing with contacts Small talk before meetings Accepting interruption Using first names Formality (how you dress, how you talk to colleagues, what names you use, etc.)

Punctuality Humour Giving presents Being direct (saying exactly what you think)

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W10.3.1: Grammar - Gerunds and Infinitives Gerunds and Infinitives are grammatical forms which are encountered very frequently.

A Gerund is a noun (and functions as one) formed from a verb by adding ‘-ing’ (doing, speaking, acting, listening, etc....).

An Infinitive is a verb form which can act as a noun. It is usually found with ‘to’ (to do, to speak, to act, to listen, etc...).

Gerunds Subject of a sentence

-Speaking English is easy.

-Studying is necessary.

-Listening to the BBC can help your comprehension.

Object of certain verbs

-I enjoy learning new ideas.

-He avoids going there on the weekends.

-She imagines being successful one day.

Object of prepositions

-I gave up smoking many years ago.

-They believe in doing a good job.

-They are good at finding new ideas.

After certain expressions

-It’s no use crying over spilt milk.

-It’s no good worrying about him. He’s 20 years old, he’ll phone you when he has time.

-It’s not worth trying to talk to her. She won’t listen.

-He has difficulty speaking in front of a lot of people.

Verbs usually followed by Gerunds

Admit

Detest

Mind

adore

discuss

miss

advise

dislike

omit

allow

endure

postpone

anticipate

enjoy

practise

appreciate

fancy

quit

avoid

finish

recall

confess

imagine

recommend

consider

involve

regret

delay

keep

risk

deny

justify

suggest

describe

mention

understand

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Infinitives Subject of a sentence (less often than a gerund)

-To be or not to be. That is the question.

-To know me is to love me.

Following an adjective (very often) -It’s nice to meet you.

-I’m happy to help you.

-They are motivated to do it.

-It is difficult to speak in public.

Object of certain verbs

-He plans to finish it today.

-We intend to contact them as soon as possible.

-They agreed to reduce the price by 10%.

Following a noun or pronoun (sometimes even if the verb is normally followed by a gerund)

-I told him to keep up the good work.

-They encouraged me to continue.

-We advise you to study a little every day.

-I want you to help me.

Note: We advise studying every day. (“advise” usually needs a gerund but here the pronoun needs an infinitive.)

Verbs usually followed by Infinitives

afford

expect

plan

agree

fail

prepare

appear

get

pretend

arrange

help

promise

ask

hesitate

refuse

attempt

hope

resolve

care

hurry

say

choose

intend

seem

dare

learn

tend

decide

manage

threaten

demand

mean

want

deserve

need

wish

determine

offer

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W10.3.2: Use the word lists from the previous pages to help you choose the correct word form.

1. My job involves to make / making a lot of telephone calls.

2. I don’t feel like to go / going to class today.

3. To learn / Learning foreign languages is very enjoyable.

4. After to finish / finishing his dinner, he likes watching TV. 5. Don’t forget to send / sending me a postcard, will you?

6. The robber threatened to kill / killing the bank manager unless he opened the safe.

7. I don’t approve of to cheat / cheating in exams.

8. I hope to visit / visiting South Africa next year.

9. You must wear your seatbelt when to travel / travelling in a car.

10. They launched the new product without to do / doing the necessary market research.

11. He promised not to tell / telling anyone her secret.

12. I am against to increase / increasing taxes.

13. I am for to introduce / introducing new anti-discrimination laws.

14. The bride’s father insisted on to make / making a long speech at the wedding reception.

15. I offered to repair / repairing her car but she refused.

16. She is good at to calm / calming angry people down.

17. Please stop to play / playing with your mobile phone!

18. The student finally admitted to copy / copying the text directly from Wikipedia.

19. When did you learn to speak / speaking Japanese?

20. Most people can’t earn a lot of money without to work / working hard.

REAL TOEIC EXAMPLE !

Most of the time in Indonesia was spent _________ relatives.

(A) to visit (C) going visiting (B) visiting (D) go to visit

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Verbs followed by Gerunds or Infinitives (with little or no change of meaning) begin

like

prefer

continue

love

start

hate

neglect

try

Verbs usually followed by Gerunds or Infinitives (with change of meaning) forget

remember

stop

W10.3.3: Do you understand the differences between the two examples below? ● ●

For his New Year resolution, he stopped smoking.

He stopped to smoke a cigarette.

1. They stopped producing the customer service manual.

a) They stopped the production of something else in order to produce the manual.

2. They stopped to produce the customer service manual.

b) They stopped the production of the manual completely/forever.

3. I’m too tired to deal with this complaint.

a) I’m fed up with the complaint and don’t want to deal with it anymore.

4. I’m tired of dealing with this complaint.

b) I may deal with this complaint later when I have more energy.

5. Try taking a new approach to the problem.

a) To make an attempt to do something

6. I tried taking a new approach to the problem, but it didn’t help.

b) To do something as an experiment

7. He remembered to reply to the complaint.

a) He didn’t forget

8. He remembers replying to the complaint.

b) He has a clear memory of the complaint

W10.3.4: Talk about it!

Something you should stop doing.

Something you tend to eat too much of.

Something you can’t stand doing.

Something you expect to do later today.

Something you hope to do before the end of the year.

Something you often forget to do.

Something you’ve tried doing, but were unsuccessful at.

Something you really enjoy doing

A job you’d never consider doing.

W10.3.5: Brainstorm short lists of related vocabulary for each go + gerund activity.

Example: Go camping: tent, sleeping bag, grizzly bear, etc.

Go dancing:

Go shopping:

Go jogging:

Go sightseeing:

Go swimming:

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W10.3.6: Complete the guidelines for improving customer service with suitable gerunds. Add some tips of your own. Recommended ways of improving customer service include: 1. _Answering or Returning_ calls promptly.

7. ______________ results in order to review progress.

2. ______________ key customers special discounts.

8. ______________ quickly with complaints.

3. ______________ research to find out what customers need.

4. ______________ staff training programs in customer care.

9. ______________ the customer is happy with the outcome.

5. ______________ procedures so they are customer-focused.

10. ______________ from complaints.

6. ______________ clear performance targets.

W10.3.7: Write about one of the following situations: Pay special attention to the correct use of gerunds and infinitives.

Situation #1 Plan a birthday party, complete with entertainment and food, for a classmate.

Verb suggestions: advise, stop, consider, recommend, enjoy, ask, plan, prepare, remember, want, (don’t) forget, promise

Situation #2 A classmate wants to be accepted at a prestigious university, but he/she is nervous about the oral interview. Give advice.

Situation #3 Give advice on (a) losing weight and (b) gaining confidence to make a good impression on people (boss, spouse, girlfriend / boyfriend, etc.).

Verb suggestions: advise, avoid, finish, (don’t) delay, mention, practice, remember, dislike, (don’t) quit, decide, need, want, wait

Verb suggestions: advise, avoid, keep, (don’t) miss, postpone, suggest, expect, hope, seem, need, struggle, learn, offer, want, plan

______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________

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W11.1.1: Introduction to TOEIC By now, you all know that in order to graduate from EDHEC BBA you will need to get a score of at least 815 on the TOEIC exam. It may sound like a difficult task to many of you, but we, the EDHEC BBA Business English teaching staff, believe that it is, in fact, very doable. All it takes is some hard work and preparation!

What is the TOEIC exactly?

The TOEIC tests your general Business English level. There are 200 questions in total – 100 listening, 100 reading.

The first questions in each section are always the easiest, and after they become progressively harder. Time management and a good understanding of each part of the exam will be key to your success. Here are the different parts of the exam: Listening (45 minutes) Part 1: Pictures [10 Questions] Part 2: Question - Response [30 Questions] Part 3: Short dialogues [ 30 Questions] Part 4: Monologues [30 Questions]

Reading (75 minutes) Part 5: Grammar (Incomplete sentences) [40 Questions] Part 6: Grammar (Incomplete texts) [20 Questions] Part 7: Text Comprehension [40 Questions] (e-mails, letters, memos, advertisements, etc)

What do you need to learn?

Grammar points to master: Tenses (Present Simple, Present Continuous, Simple Past, Present Perfect, Future, Conditionals), Modals, Conjunctions, Collocations, Phrasal Verbs, Prepositions, Word Formations, Gerunds, Direct and Indirect speech, Comparatives and Superlatives, Quantifiers, and more.

Business vocabulary topics to master: The Office, Meetings, Appointments, Travel, Housing/Real Estate, Manufacturing, Technology, Human Resources, Sales, Negotiations, Conferences, Marketing, and more.

Where can I practice? ● Your Language Resource Centre, or LRC, is where you can find extra support, advice and practice in language learning. It is on the top floor of the Student Life Building S4-127. They offer material in many tests (TOEIC, TOEFL, IELTS etc.), grammar books, dictionaries and much more. You can sign up to attend workshops and register for the tandem programme (language exchange with a visiting student), find out about all these things on the LRC website here [ http://stumo.xyz/lrc ]. ●

Also, why not try typing “TOEIC Practice” in Google? There are many free practice websites on the net. Or search for a specific grammar point, such as “Present Perfect Practice”.

●

Do you have a smartphone? Search for TOEIC apps or try these applications: Babbel, Duolingo, Voxy, Anki, Memrise.

Just remember that when learning a language, you use it or you lose it. So, it’s probably a good idea to practice on a regular basis. Even if it’s only 15 minutes a day, it’s better than waiting until the last minute. And trust us, you don’t want to wait until the last minute to prepare for this exam.

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W11.1.2: Mini TOEIC Exam [50 Questions] Audio files and Answer Key: [ http://stumo.xyz/teoicmini ]

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W11.2.1: The Social Cultural Game: 1. Decide how many players per board (6 maximum) 2. Place game pieces on WHAT DO YOU SAY. The first player to throw a six begins.

3. Take turns to throw the dice. When you land on a square, answer the relevant question.

4. If the other players do not accept what is said, the player must go back to the square he or she was before.

5. The winner is the first player to land on FINISH! What do you say?

1. You have forgotten the name of the person you are talking to.

Find out their name politely.

2. You are late for a meeting.

3. You’re at a party. You want to get away from someone who won’t stop talking.

4. You are offered some food that you hate

6. You are in an important business negotiation. The other person asks you if he/she can smoke.

7. The waiter in the restaurant has just given you the bill. You are sure it is much too high.

9. You are at a cocktail party and the host/hostess has just handed you a glass of champagne. You do not drink alcohol.

10. In which country would it be a grave insult to touch someone on the head? a) Thailand b) Japan c) Pakistan d) Iraq

5. You should not point the sole of your foot towards your hosts.

Which area does this refer to? a) Arab world b) West Indies c) Scandinavia d) Australia 8. You are having dinner with a foreign colleague in their country.

The food is unfamiliar to you and you do not know what to choose.

11. You have been invited to your colleague’s house for dinner.

He/She telephones you to ask if there is anything you don’t eat.

12. An important client invites you to the theatre. You cannot attend because you already have accepted another invitation.

15. In which country is it quite likely that you will be asked to sing a song during the celebrations following a successful business negotiation. a) Italy b) Austria c)Japan d)Germany 18. Spell your name.

13. At a conference you meet someone you think you’ve met before.

14. You have just spilled red wine on a client’s dress.

16. A visitor wants to buy some local souvenirs

17. A visitor wants advice on how to spend an evening in your town.

19. Give your telephone number.

21. Talk about today’s weather.

22. You’re on the phone. Describe yourself to someone you’re going to meet at the airport, so they can recognize you.

20. In which country is chewing gum forbidden by law? a) Iran b)Iraq c)Indonesia d) Singapore 23. You’re at an international conference. Complain about your hotel room.

24. Give directions from your office to the closest station or airport.

25. In which country is it illegal to drink 26. Recommend a restaurant to a anything alcoholic and drive? client. a) Sweden b) France c) UK d) US

27. You are on a plane. Introduce yourself to the person sitting next to you.

28. Introduce your boss to a person visiting your organisation.

29. You are having a small dinner party. Introduce two friends of yours to each other.

30. In which country is it common to 31. You arrive for an appointment with 32. You are visiting a company and go out to eat after 10pm? your bank manager. Introduce you want to use their telephone. a) UK b)Sweden c) Japan d)Spain yourself to the person at the reception desk.

33. You see an attractive person at an 34. You meet a business contact FINISH! international conference. Start at a railway station. Offer to up a conversation. carry some of his luggage for him 100

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