- •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.
6. Rewrite these direct questions as indirect questions starting with the words given.
Had he already started eating before you arrived? –
Do you know ________________________________________________?
Did you get the fax yesterday? –
Could you tell me _____________________________________________?
How much does it cost to fly to the USA?
Do you have any idea __________________________________________?
When does he want to see us?
Can you tell me_______________________________________________?
Does it work well?
Could you tell me______________________________________________
Where can I find his telephone number?
Do you know_________________________________________________?
When would you like me to start?
Could you tell me _____________________________________________?
Has the meeting started?
Do you know_________________________________________________?
When did you decide this?
I have no idea_________________________________________________
How often do you meet?
I need to know________________________________________________.
7. Rewrite these direct questions as indirect questions starting with the words given.
“Will he take the job?”
Do you think ________________________________________________?
“When did Amanda send the catalogue?”
Could you find out ___________________________________________?
“Is this the train to Munich?”
Do you know________________________________________________?
“Have you had anything from the minibar?”
Could you tell me ____________________________________________?
“Who left this package here?”
Do you know________________________________________________?
“What time will you be arriving?”
Please let us know ____________________________________________
“Do you have any requirements?”
Could you tell me_____________________________________________?
8. Work with a partner. Use indirect questions to get the information you need.
e.g. Could you tell me what flights to New York you can offer?
Student A
1 You work in a travel agency in Amsterdam. Use the information to answer your partner’s questions about flights to/from: New York and hotel accommodation.
10.00 |
Depart Amsterdam(AMS) |
Tue 20 Mar |
Delta 81 |
€980 return |
13.25 |
Arrive New York(JFK) |
Duration 8 hr |
Direct flight |
|
17.40 |
Depart New York(JFK) |
Fri 23 Mar |
Delta 80 |
|
06.45 |
Arrive Amsterdam(AMS) |
Duration: 8 hr 5 min |
Direct flight |
|
Park Central Hotel
Location: across from Carnegie Hall, one block from Broadway, two blocks from Fifth Avenue.
Cost: € 1,060 for three nights (accommodation only).
2 You are staying at a hotel in Prague. Ask at Reception for suggestions for things to do in the city. Find out about:
places for interest
opening hours
cost of entrance
how to get there
Student B
1 You are at a travel agency enquiring about flights to/from New York and hotel accommodation for a business trip. You want to leave a.m. 20 March and return p.m. 23 March. Find out about:
departure and arrival time of flights
cost of flights
recommended hotels
hotel location and cost
2 You work in Reception at a hotel in Prague. Use this information to answer your partner’s questions about things to do in Prague.
The Grand Tour of Prague: see all the most important sights of Prague (starting in the Old Town Square)
Includes a tram ride and “Walks of Prague” CD
Daily at 11.00 a. m. and 2 p.m. lasts 4 hours
Price: CZK 450
Prague Castle: largest ancient castle in the world with several museums
Take tram no. 22 or 23
Open 9. a. m. – 4 p. m.
Price: entry to courtyards and gardens is free; entry to all castle museums is CZK 350
Trade Fair Palace: Gallery of modem art – four floors of art exhibitions
Take tram 5, 12, 14, 15 or 17
Open 10 a. m. – 6 p. m. from Tuesday to Sunday
Price: CZK 100 to CZK 250.
Capital letters