- •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.
Conversation and appearance:
………………………………get to know people on a personal level.
………………………………when you have a conversation.
………………………………too casually.
Work in pairs. Look at the “Contract for students”. Do you agree on all the rules? contract for students
Class times
Students should be in the classroom five minutes before the teacher and they mustn't leave before the lesson has ended.
Students who arrive late should not expect their teacher to believe their excuses.
Behaviour in class
Students should be polite to one another and the teacher.
Students should stay awake, but if they have to fall asleep, they shouldn't snore. Students are not supposed to chew gum in class, but if it helps their pronunciation, it's okay.
Homework
Students mustn't use the following excuses if they haven't done their homework: 'The dog ate it or 'It fell out of my bag.'
Presents
Students should give their teacher a present at the end of each term.
I agree to respect the rules and obligations above.
Signed ________________
Now write a “Contract for Teachers”, including the rules and regulations you think teachers should follow.
Contract for teachers
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
I agree to respect the rules and obligations above.
Signed_______________________________________________________
6. How to keep fit.
What's the best way to keep fit and healthy?
Look at the twelve ideas and put them in order. Use numbers 1 to 12: 1 is the most important and 12 the least important.
Then talk to your partner. Does he/she agree? Can you make a new order together?
To keep fit and healthy you should … |
My order |
My partner’s order |
Our order |
eat lots of fruit |
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walk every day |
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not drink alcohol |
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not work too hard |
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not eat too much |
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sleep for at least 8 hours a night |
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exercise in a gym |
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do sport |
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spend time outside |
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not get stressed |
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7. How to make friends.
What's the best way to make friends when you go to a new town/job/school?
Look at the ideas below and rank them 1–15, according to what you think is the most useful. (1 is the most useful and 15 the least useful.)
Then talk to your partner and see what he/she thinks. Make a new ranking together.
-
How to make friends you should...
My order
(1-15)
My partner's order
Our order together
Always smile and look happy
Join some clubs connected with your hobbies
Dress smartly and look nice
Say hello to everyone
Never disagree with people.
Have a party and invite lots of people to it
Contact people on the internet
Go to a local cafe and try and get talking to people there
Take your dog (or a friend's dog) for a walk
Offer to babysit for a neighbour
Call on your neighbours
Do some sport and join a team or club
Do something for others, e.g. charity work
Talk to other people who are alone
Ask people to introduce you to their friends
Use expressions like these:
I think the most important thing is to ...
In my opinion it’s better to ... than to ...
I don't believe it’s very useful to ...
Do you agree?/What do you think?/What’s your opinion?/How do you rank ...?, etc.

not
smoke