- •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.
Write present continuous sentences from these prompts.
minister/fly/Geneva/tomorrow/to/a
you/stay/at/Hilton Hotel/this week?
I/give/talk/on education/this afternoon/a
the president/come/to/conference?
they/not/build/new stadium/next year
Are these sentences talking about the present (p) or the future (f)?
What's she doing?
She's finishing an email.
My plane's leaving in two hours.
She's taking me to the airport.
Are you visiting our clients when you arrive?
We're meeting in the evening.
Are you taking the presentation with you?
I'm still working on the introduction.
3. Complete this conversation with the present continuous form of the verbs on the list (the first letter of the verb is given).
-
go finish take (x2) visit do
leave meet have work
Where's Katja? What 1is she doing?
She 2________ f____________ an email.
But my plane 3_________ l_________ in two hours and she 4________ t_______ me to the airport.
I'll tell her to hurry. 5_________ you v__________ our clients when you arrive?
A. No. I 6_______ g _______ straight to the hotel — we 7 ______ m ______ in the evening. We 8_________________ h ___________ dinner together.
B. 9_________ you t _________ the presentation with you?
A. Yes. but 1 10__________ still w_________ on the introduction. I can finish it on the plane.
B. Well, have a good flight.
A Thanks, Michi.
4. Put the verbs in brackets into the present continuous tense.
My uncle (make) a speech on Friday.
I (take) my sister to the ballet tomorrow.
She (call) me at six.
He (play) at Wimbledon next summer.
I (meet) her at the station at ten.
How you (get) to the party tomorrow?
I (go) by car.
Who (drive)?
She (come) out of hospital next week.
He (not give) a lecture tonight.
I (have) lunch with my aunt on Thursday.
Her mother (send) her to France next year.
5. Student a
Work with a partner. You both have a copy of four people’s diaries. But some of the things marked in them are not the same. There are 11 differences.
Take it in turns to ask and answer questions to try to find which things are different. Put a circle around any differences you find. (But you needn’t tell your partner!)
You can ask: e.g. Where is Peter going on Wednesday?
At what time on Sunday is Emma visiting her grandparents?
Peter's diary |
|
Helen's diary |
||
22 Monday play squash 7 o'clock |
Friday 26 spend evening with Cathy |
22 Monday go to pottery classes 7.15 |
Friday 26 meet friends at disco 9 o'clock |
|
23 Tuesday
|
Saturday 27 play football 2.15 meet Cathy 7.30 |
23 Tuesday stay in and wash hair |
Saturday 27 drive to Watford to see Paul (after 6) |
|
24 Wednesday go to the dentist 10.30 |
Sunday 28
|
24 Wednesday |
Sunday 28
|
|
25 Thursday visit Aunty Jane 6.30 |
|
25 Thursday take cat to the vet 10.30 |
|
|
Emma's diary |
|
Colin's diary |
||
22 Monday go for a meal with Sally 7.30 |
Friday 26
|
22 Monday have eyes tested 11 o'clock |
Friday 26 stay in and tidy the flat |
|
23 Tuesday take car to the garage 11.30 |
Saturday 27 go swimming 10.30 meet Sally and Jenny 8.15 |
23 Tuesday |
Saturday 27 meet dad for lunch 12.30 have party at flat |
|
24 Wednesday have lunch with Nick 1.30 |
Sunday 28 visit grandma and grandpa 4.30 |
24 Wednesday go to the cinema with Steve and Michael 7.15 |
Sunday 28 phone mum and dad 1030 watch TV 7.30
|
|
25 Thursday
|
|
25 Thursday
|
|
|
Student B
Work with a partner. You both have a copy of four people’s diaries. But some of the things marked in them are not the same. There are 11 differences.
Take it in turns to ask and answer questions to try to find which things are different. Put a circle around any differences you find. (But you needn’t tell your partner!)
You can ask, e.g. Where is Peter going on Wednesday?
At what time on Sunday is Emma visiting her grandparents?
Peter's diary |
|
Helen's diary |
||
22 Monday play squash 7 o'clock |
Friday 26 go to cinema with Cathy |
22 Monday go to pottery classes 7.30 |
Friday 26 meet friends at disco 9 o'clock |
|
23 Tuesday go to the dentist 10.30 |
Saturday 27 play football 2.15 meet Cathy 8.30 |
23 Tuesday stay in and wash hair |
Saturday 27 drive to Swindon to see Paul (after 6) |
|
24 Wednesday
|
Sunday 28
|
24 Wednesday |
Sunday 28
|
|
25 Thursday visit Aunty Jane 6.30 |
|
25 Thursday take dog to the vet 10.30 |
|
|
Emma's diary |
|
Colin's diary |
||
22 Monday go for a meal with Sally 7.30 |
Friday 26
|
22 Monday have eyes tested 11 o'clock |
Friday 26 stay in and tidy the flat |
|
23 Tuesday take mum to the doctor 11.30 |
Saturday 27 go swimming 10.30 meet Sally and Jenny 8.15 |
23 Tuesday |
Saturday 27 meet dad for lunch 12.30 have party at flat |
|
24 Wednesday
|
Sunday 28 visit grandma and grandpa 4.30 |
24 Wednesday go to the theatre with Steve and Michael 7.15 |
Sunday 28 phone mum and dad 10.30
|
|
25 Thursday have lunch with Nick 1.30
|
|
25 Thursday
|
|
|
Unit 4 Troubleshooting
Starting point