- •Job hunting
- •1 Make sure you know the following words.
- •2 Read the text.
- •CVs and Covering Letters in English
- •1 Check the words and phrases.
- •2 Read the information that will help you to write a covering letter.
- •Your cv/Resume
- •1 Check the words and phrases.
- •2 Read the text and learn how to write resumes in English.
- •3 Read Louisa’s cv and tick the topics in the text which are included.
- •4 Find words or phrases in Louisa’s cv that mean the following.
- •A formal telephone call
- •The job interview
- •1 Check the words and phrases.
- •2 Read the text and be ready to answer the following questions:
- •A job interview
- •4 Listen and repeat.
- •Contracts
- •3 Find in the text the synonyms of the following words:
- •1 Listen to the dialogue. The first day in the office.
- •What's 'In' and 'Out' on the Job Hunt
- •Improving Your Professional Skills
- •The Hard Truth about Soft Skills
- •1 To your mind, what the text is about according to the title? Scan the text to check your ideas.
- •2 Read the text and find the answers to the following questions:
- •6 Find the job that is the odd man out.
- •Markus initiates negotiations
- •1Make sure you know the words and phrases.
- •2 Read the dialogue.
- •3 Prove the following ideas (use the text if necessary):
- •A Business meeting
- •1 Listen to the dialogue.
- •2 Listen and repeat.
- •3 Watch the video and be ready to find the right answer:
- •Improving your problem-solving skills
- •1 Check the words.
- •2 Choose the right variant(s).
- •A Letter of Complaint
- •1 Make sure you know the words.
- •3 Read 5 top tips for writing effective letters of complaint.
- •4 Rewrite the letter of complaint to make it effective.
- •Have you got what it takes?
- •Unemployment
- •1 Check the words and phrases.
- •2 Read the extract.
- •3 Answer the questions.
- •Doing Something Different
- •1 Check the words and phrases.
- •2 Read about three people and answer the following questions for each person.
- •3 Listen to the three people describing how it happened and answer the questions.
- •4 Mark the following statements true or false. Then listen again and check.
- •5 Discuss the following questions in groups.
Improving your problem-solving skills
1 Check the words.
switchboard operator
Complaints Department
dissatisfied customers
bothering for minor problem
hang up
threatens to cancel his orders
technical support staff
working around the clock
publicity
faulty cable
satellites
Managing Director
technical director
sales representative
2 Choose the right variant(s).
1 The switchboard operator…
- answers the phone all day.
- has an important function.
- is the Managing Director's personal assistant.
- is responsible for repairing any flaws.
- hangs up on angry customers.
- is the person who removes the floorboards.
2 The Complaints Department's function is to...
- assess the seriousness of complaints.
- calm down angry customers.
- hang up on angry customers.
- bother managers as much as possible.
- complain when the satellite breaks down.
- repair the faulty cables.
3 Why might a customer complain?
- Because the product doesn't work.
- Because the problem has been going on for a week.
- Because the product works too well.
- Because the technical support staff intervenes rapidly.
- Because he has nothing better to do.
4 What might a dissatisfied customer do?
- Cancel his orders
- Hang up on a manager
- Lose his temper
- Sell his company and retire
- Go boating to forget about his troubles
- Recommend the product to all of his friends
- Increase his orders for the product
5 The technical director...
- lays down the measures to be taken.
- orders technicians to repair any flaws.
- works for the Complaints Department.
- doesn't care if orders are lost.
- never drinks coffee.
6 What can cause technical problems?
- Faulty cables
- Satellite breakdowns
- Spilled coffee
- Hanging up on customers
- Bad publicity
- Answering the phone all day
- Intervening rapidly
7 The technical support staff...
- can work around the clock if necessary.
- can intervene rapidly.
- is not as important as the switchboard operator.
- cannot drink coffee in the office.
- organizes boating trips on the weekend.
8 Sales representatives try to...
- pacify dissatisfied customers.
- reassure customers.
- convince customers that the situation is hopeless.
- repair faulty wires.
- make customers more irate.
- convince the customer to cancel his orders.
9 When is everyone in the same boat?
- When satellites break down
- When the technicians intervene rapidly
- When the customer hangs up on a manager
- When the flaw has been repaired
- When they go to see the film 'Titanic'
10 If the customer is satisfied with the repairs...
- he might guarantee that his orders still stand.
- he might apologize for losing his temper.
- he might cancel his orders.
- he might hang up on the switchboard operator.
- he will still complain. He has nothing better to do
!