- •Rules for good customer service and repeat business.
- •2. Fill in the gaps with the most appropriate terms from the bar.
- •Confusing words Customer or client?
- •3. Fill in the gaps with either client, consumer or customer.
- •What is customer care?
- •5. Does a speaker in each sentence offer clients good customer service?
- •Rewarding good customer service
- •The wow Awards
- •1. Turn these questions into indirect questions, beginning I ask.
- •2. Turn these questions into indirect questions, beginning I wonder.
- •3. Tick the sentences that are right. Correct the wrong sentences.
- •4. Write indirect questions.
- •5. Fill in the gaps.
- •6. Rewrite these direct questions as indirect questions starting with the words given.
- •7. Rewrite these direct questions as indirect questions starting with the words given.
- •8. Work with a partner. Use indirect questions to get the information you need.
- •9. Use capital letters where necessary.
- •10. Use capital letters where necessary.
- •1. Rewrite this letter using paragraphs, punctuation and capital letters, where necessary.
- •1. Match the phrases in bold in the text to definitions below.
- •2. Match the phrases in bold in the text to definitions below.
- •3. Match the phrases in bold in the text to definitions below.
- •Confusing words Workforce/Manpower
- •4. Fill in the gaps with the most appropriate term.
- •Employer/Employee
- •5. Fill in the gaps with the most appropriate term.
- •Personnel/Personal
- •6. Fill in the gaps with the most appropriate term.
- •7. Complete the paragraph with these words.
- •8. Complete the introduction to a company report with verbs from the box. Use the words in brackets to help you.
- •9. For each item complete the second sentence so that it has a similar meaning to the first sentence. Use one word from the box each time.
- •10. Complete the sentences below with words from the box.
- •11. Complete the extract from a company report with appropriate words or phrases from the box.
- •12. Complete the article with the correct alternative.
- •13. These sentences describe two companies, Autotech and Green Fingers. Choose pairs of sentences which describe similar things and match them with the correct company.
- •14. Make sentences about the companies using information from the box.
- •You and your company
- •Valentino can continue to grow, but only if it develops new products and finds new markets.
- •1. Underline the present simple or the present continuous form of the verb to complete these sentences.
- •2. Underline the correct form of the verb to complete the e-mail.
- •3. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •4. Complete these sentences with the best form of the verbs in brackets: the present simple or the present continuous.
- •5. Complete this text with the best form of the verbs from the box: the present simple or the present continuous.
- •6. Complete this job advertisement with the best form of the verbs from the box: the present simple or the present continuous.
- •7. Complete the text with the best form of the verbs from the box: the present simple or the present continuous.
- •Ebb Bank
- •Goldcrest Hotel
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Confusing words
- •3. Fill in the gaps with the most appropriate term.
- •4. Complete the headings in this text with the words below.
- •5. Match the words in bold in the text to these definitions.
- •6. What was your worst journey? Give reasons (delays, long queues, etc.)
- •7. People often do these when they travel. Match the verbs with the correct phrases.
- •8. Complete the sentences with the words from the box.
- •9. Cross out the word that has no partner.
- •Doing business in Indonesia
- •5. Work with a partner. Think of a situation where there can be a misunderstanding between you and someone from a different culture. Use these ideas if necessary.
- •Countries and nationalities
- •1. Here are the names of countries. Write the corresponding adjectives.
- •2. Write the names of the corresponding countries.
- •3. Decide whether each word is a country or nationality. Tick the correct column.
- •4. Make the adjectives of nationalities.
- •5. Make the adjectives of nationalities.
- •6. Use the words in brackets to make the nouns describing nationalities.
- •7. Choose the most appropriate word:
- •The travel game
- •Write present continuous sentences from these prompts.
- •Are these sentences talking about the present (p) or the future (f)?
- •3. Complete this conversation with the present continuous form of the verbs on the list (the first letter of the verb is given).
- •4. Put the verbs in brackets into the present continuous tense.
- •5. Student a
- •Add the verbs from the box to the phrases below to create some common stressful situations.
- •What do you think are the main causes at work?
- •How good are you at troubleshooting? Where and when do you get you best ideas? Complete the following phrases and tick those that are true for you.
- •4. Read the problems that two real companies faced. Try to solve them with a partner.
- •Troubleshooting Techniques
- •1. Match the phrases in bold in the text to definitions below.
- •2. Fill in the gaps with the most appropriate term.
- •Dada Sky Inc.
- •Swot analysis
- •3. Match the phrases in bold in the text to definitions below.
- •4. Fill in the gaps with the most appropriate term.
- •Confusing words
- •What advice can you give in these situations?
- •Complete the sentences. Begin the sentences with “You should/ought to …” Use the phrases in the list or your own words.
- •Complete the sentences. Use should or shouldn’t.
- •Read this article about Turkish business etiquette. Use the notes below to give advice about doing business in Turkey, using should, shouldn’t, ought to, oughtn’t to. Doing business in Turkey
- •Work in pairs. Look at the “Contract for students”. Do you agree on all the rules? contract for students
- •Contract for teachers
- •6. How to keep fit.
- •7. How to make friends.
1. Here are the names of countries. Write the corresponding adjectives.
a. Norway - ………...
b. Portugal - ………..
c. Switzerland - …….
d. Taiwan - …………
e. Slovakia - ………..
f. Thailand - ………..
g. Pakistan - ………..
h. Iceland - ………...
i. India - …………...
j. Greece - …………
k. Croatia - ………...
l. The Netherlands -...
2. Write the names of the corresponding countries.
Danish ― ………..
Dutch — …………
Pakistani — ………
g. Cuban ― ………….
h. Turkish — ………..
i. Swiss ― …………..
Peruvian — ……….
Irish ― ……………
Bulgarian — ………
j. Swedish ― ………..
k. Spanish — ………..
l. Romanian ― ………
3. Decide whether each word is a country or nationality. Tick the correct column.
|
COUNTRY |
NATIONALITY |
GERMAN |
|
|
GREEK |
|
|
KUWAIT |
|
|
RUSSIA |
|
|
TURKISH |
|
|
FRANCE |
|
|
CHINA |
|
|
SPANISH |
|
|
JAPANESE |
|
|
SWEDISH |
|
|
DUTCH |
|
|
NORWAY |
|
|
4. Make the adjectives of nationalities.
Argentina ―
Australia ―
Canada ―
Chile ―
China ―
France ―
Germany ―
Greece ―
India ―
Ireland ―
Italy ―
Japan ―
Mexico ―
England ―
Peru ―
Scotland ―
Spain ―
Switzerland ―
Turkey ―
the USA ―
5. Make the adjectives of nationalities.
1. He lives in Peru. He is … .
2. Mark lives in Sweden. He is … .
3. Peter lives in Washington. He is from America. He is … .
4. Alen lives in Amsterdam. She is from Holland. She is … .
5. He is from Belgium. He is … .
6. My friend lives in Vietnam. He is … .
7. Elizabeth is from Norway. She is … .
8. People from Hungary are … .
9. Poland’s citizens are … .
10. Amir lives in Morocco. He is … .
6. Use the words in brackets to make the nouns describing nationalities.
1. The … (England) drink a lot of tea.
2. The … (France) are very kind.
3. The … (Japan) like to have fun.
4. The … (Germany) are good footballers.
5. The … (China) work a lot.
6. The … (Ireland) eat a lot of chips.
7. The … (Holland) like folk dances.
7. Choose the most appropriate word:
There's a new ___ restaurant near my house.
Chinish
Chinese
China
Emma's new boyfriend comes from ___ .
Spain
Spanish
Spainese
Although he was born in Hong Kong, both of his parents are ___.
Britain
Great Britain
British
He was born in ___.
Swedish
Sweden
Swede
He's ___. He was born in Holland.
Dutch
Hollandese
Hollandish
___ people are warm and friendly.
Scot
Scottish
Scotlanders
Like most people from ___ , she loves football.
Brazil
Brazilish
Brazilian
Case study 1