UNIT 2 CONTACTS Working with words 6. The People that he works and the jobs that he does.

08 People Customers () Suppliers Sales reps () Programmers () Answering calls Visiting Developing new programs Discussing old programs Jobs

7. Listen and Check your answers. 08 Main job This consist of answering calls from customers who are having problems with their software. It also involves working with sales reps from time to time. Other tasks He isnt involved in developing new programs. But when programmers are preparing new versions of old products, he takes part in the discussions.

Language at work 6. 09 1) b 2) c

7. 09 A B Who am I speaking to? Sorry, this is Nadira. I am trying to access my customer files, but the computer isnt accepting my password. A B A Theres a problem with the server. Is somebody working on it at the moment? Yes, I am. But its not easy, because Im on my own here. Everybody else is having lunch.

8. 09 A Excuse me, Carlos.

B A B A B A B A B

Yes, whats a problem? Cant you wait? I am having a meeting in here. Who you talking to? A supplier. Were discussing new prices for this year. Why are you disturbing me? Its just the somebody is asking to use for room. But I use this room every Monday. I always have a meeting here. Yes, but you know that a Sales Director always has priority. Yes, I know. Is he waiting there now? Yes, he is. Okay okay, Im leaving.

Practically speaking 1. 10 1) The code for England is 0044 2) My mobile number is 077009900347

3. 11 1) Geoff Eccleston 2) Briony Rhys

Business communication 1. 12 1) Which conversation is between a. a consulting company and a sub-contractor? Ralph Gustaf and Natalie Kent. b. a supplier and a customer? Simon Ilago and Mrs. Ackers. 2) What is the reason for each call? a. About Natalie Kent turning to offer Leo some sub-contracting work. b. About Simon Ilago offering a special price on printers to Mrs. Ackers.

2. 12

1) Is Mrs. Ackers there, please? c 2) Whos calling, please? a 3) What can I do for you? b 4) Can I call you back tomorrow? e 5) Thanks for calling. d

a. This is Simon Ilago from AOS. b. Im calling about a special price on our printers. c. Speaking. d. Youre welcome. Goodbye. e. Sorry, but Im out of the office tomorrow.

3. 12 1) The caller The receiver 3) The caller The receiver 4) The caller The receiver 5) The caller The receiver 6) The caller The receiver : Is Mrs. Ackers there, please? : Speaking. : This is Simon Ilago from AOS. : Whos calling, please? : Im calling about a special price on our printers. : What can I do for you? : Can I call you back tomorrow? : Sorry, but Im out of the office tomorrow. : Youre welcome. Goodbye. : Thanks for calling.

UNIT 3 Working with words 5. 13 Person Which department does he/she work in? 1 2 3 Finance Department Logistics Department Training Department Which department does his/her visitor work in? IT Department (Anna Neves) Purchasing Department (Ralph Olin) Human Resources Director

6. 13 1) I have a meeting today with Anna Neves, whos responsible for our software.

2) Our company is divided into three business units. 3) Hes the person in charge of buying for the whole group. 4) I have contact with a lot of training organization. 5) I report to the HR Director.

Language at work 3. 14 1) Where 2) Who 3) Where 4) Who : on the first floor. : HR Director and Carla Prooves. : in the Customer Service Manager room. : Alex Phantom.

5. 14 a. One or two people in Sales and Marketing. 4 b. In January. 5 c. Sweden and Denmark mostly. 7 d. Not very much. 8 e. Just two days. 3 f. New York. 3 g. About one day a week. 1 h. About 500.

Practically speaking 1. 15 1) Welcome to Freebird. 2) Did you have a good trip? 3) Did you find your way here all right? 4) Where are you staying? 5) How long are you here for? 6) Would you like something to drink before we start? 7) Did you get the programme I sent you?

2. 15 1) Thanks very much. Its nice to be here. 2) Yes, thanks. It was fine. 3) No problem, your secretary sent me a good map. 4) At the continental hotel. 5) Just 3 days.

6) Yes, please. A coffee would be nice. 7) Yes, I did. Thanks.

3. 16 1) Is this your first time in Lisbon? 2) What time did you arrive last night? 3) How did you get here by car? 4) Is it comfortable enough for you? 5) Will you have time to look around Lisbon while youre here? 6) How did you like it? 7) Would you like to make any changes?

Business communication 2. 17 1) 27.6% 2) 37.5% 3) 35.8% 4) 36.1% 5) 5 6) 3000

3. 17 a. This pie chart gives you the breakdown of Lenovos sales. 1 b. Note that the company has operations in many different cities. 3 c. This graph shows the change in market share. 2 d. This diagram summarize the companys main operations. 3 e. The important thing here is that Lenovo is still the market leader in China. 3 f. As you can see, 27.6% of sales are in the Americas. 1 g. But notice that China represent 37.5% of worldwide sales. 1