- •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.
What advice can you give in these situations?
A friend asks for ideas about what to take when he goes to visit the friends’ house for dinner tomorrow.
You should/ought to take chocolate.
You should/ought to buy flowers.
A colleague asks for ideas where to entertain some new clients this evening.
You friend wins $35 000 and wants ideas about what to do with this money.
Complete the sentences. Begin the sentences with “You should/ought to …” Use the phrases in the list or your own words.
buy a new pair of shoes |
go to the post office |
call the landlady |
go to bed and take a nap |
go to the bank |
see a dentist |
go to the immigration office |
|
a. A: I want to mail a package.
B: ________You should go to the post office__________
b. A: I’m sleepy.
B:_____________________________________________
c. A: I need to cash a check.
B:_____________________________________________
d. A: I have a toothache.
B:_____________________________________________
e. A: The plumbing in my apartment doesn’t.
B:_____________________________________________
f. A: I need to renew my visa.
B:_____________________________________________
g. A: My shoes have holes in the bottom.
B:_____________________________________________
Complete the sentences. Use should or shouldn’t.
Student should come to class every day.
Student shouldn’t cut class.
We _____________ waste our money on things we don’t need.
It’s raining. You ____________ take your umbrella when you leave.
Jimmy, you ____________ pull the cat’s tail!
People _________________ be cruel to animals.
Your plane leaves at 8:00. You ___________ get to the airport by 7:00.
Life is short. We _____________ waste it.
You _______ smoke in a public place because the smoke bothers other people.
We ________________ cross a street at an intersection.
When you go to New York City, you ___________ see a play on Broadway.
You ______________ walk alone on city streets after midnight. It’s dangerous.
When you go to Bangkok, you _______________ visit the Floating Market.
When you go to a football game, you ___________ throw things on the field.
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
It is a good idea to schedule business appointments about two weeks in advance and not to suggest meeting on a Turkish public holiday. Never be late for business or social appointments ― punctuality is very important to Turkish people. If you think you are going to be delayed, phone your hosts immediately to let them know.
People have a lot of respect for age in Turkey, so always address the most senior person in the room first. Turks are generally informal with names, but if someone has a professional title (doctor, lawyer, professor, etc.), it is a good idea to address them using just their title.
If you plan to how long business relationships in Turkey, have a Turkish translation of your business card printed on the back and present it to everyone you meet. Meetings often start with handshakes, so shake hands with all your Turkish counterparts, but remember that men wait for women to extend their hand first.
Because trust and mutual friendship are important in business relationships, it is important to get to know your Turkish counterpart on a personal level. If possible, learn a few greetings in Turkish ― people will like it – and when you have a conversation, it is a good idea to make eye contact with your counterpart. Finally, do not dress too casually.
Appointments and punctuality:
You should schedule business appointments about two weeks in advance.
..on a Turkish public holiday.
…………..…if you are going to be late for an appointment.
Meetings:
………………………………......the most junior person first.
…………………………………your business card translated into Turkish.
…………………………………your business card to everyone you meet.
Men ……………………………women to extend their hand first.