3rd Edition

Upper Intermediate

David Cotton David Falvey Simon Kent

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 DISCUSSION TEXTS LANGUAGE WORK SKILLS CASE STUDY

Talk about what Listening: An interview Good communicators Dealing with The price of success:
UNIT 1 makes a good with an expert on communication Make recommendations
Idioms
COMMUN ICATION communicator communication breakdown to improve
communications within
C) page 6 Reading: A quiet word
beats sending e-mail - an electronics company
Financial Times Writing: e-mail

Talk about Reading: Diego Della Marketing word Brainstorming Henri-Claude Cosmetics
U N IT2
international Valle: Italian atmosphere partnerships - creating a global brand:
INTERNATIONAL brands is central to Tod's global Devise a TV commercial
MARKETING Noun compounds and
expansion Financial
- for a new eau-de-cologne
noun phrases
Times
C) page 14
Writing: action minutes
Listening: An interview
with a professor of
international marketing
and the CEO of a training
organisation

Talk about building Listening: An interview Describing relations Networking Al-Munir Hotel and Spa
U N IT3
relationships with the Head of Global Group: Come up with
BUILDING Multiword verbs
Corporate Responsibility a plan for improving
RE LATI ONSHIPS of a major company customer satisfaction
and loyalty
C) page 22
Reading: How East is
meeting West - Writing: letter
Business Week

WORKING ACROSS C U LTURES: 1 DOING BU S I N ESS INTERNATIO NALLY C) page 30

REVISION U NIT A C) page 32

DISCUSSION TEXTS LANGUAGE WORK SKILLS CASE STUDY

Discuss what Listening: An interview Prefixes Negotiating Kensington United:

U N IT4
makes people/ with the MD of a Negotiate a sponsorship
SUCCESS companies technology development
Present and past tenses
deal for a football club
successful company
C) page 36 Reading: Profile: Carlos
Writing: press release/
letter
Slim - The Telegraph

Discuss Listening: An interview Synonyms and Cold-calling Just good friends?

U N I TS
motivational with the Director of HR al word-building Decide how to deal
JOB factors and do a a major company Passives with in-house personal
SATISFACTION quiz relationships
Reading: Marriott Hotels

C) page 44 lnternational/KPMG -
The Sunday Times
Writing: guidelines

Discuss different Listening: An interview Describing risk Reaching Winton Carter Mining:
U N IT6
aspects of risk with the MD of the Institute agreement Evaluate the risks of a
RISK of Risk Management
Adverbs of degree
new mining venture

C) page 52 Reading:
Internationalisation
Writing: report

- risk or opportunity? -
Financial Times

WORKING ACROSS C U LTURES: 2 WORKING IN NEW MAR KETS C) page 60

REVISION UNIT B C) page 62
WRITING FILE ACTIVITY F I L E
=page 126 =page 132

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 CONTENTS

DISCUSSION TEXTS LANGUAGE WORK SKILLS CASE STUDY

Discuss different Listening: An interview Management qualities Presentations Selig and Lind:
U N IT7 with the author of a Choose a new project
aspects of Text reference
MANAG E M E N T management management book manager for a team
STYLES style Reading: Anna Wintour/ Writing: report
Jim Buckmaster - CBS/
c:) page 66 Times on/ine

Talk about Listening: An interview Prefixes Resolving conflict Motivating the

U N ITS
working in teams with the founder of a Modal perfect sales team: Work
TEAM B U I LD I N G and do a quiz team-building company out an action plan
Reading: Recipes for team for improving the
c:) page 74 building - Financial Times motivation of a sales
team
Writing: letter

Discuss how Listening: An interview Financial terms Negotiating Last throw of the
U N I T9 and where with the MD of a private dice: Negotiate
RAI S I N G Dependent prepositions
finance can be equity firm finance for a new film
FINANCE raised Reading: No more easy Writing: summary
money Financial Times
c:) page 82
-

WORKING ACROSS CULTURES: 3 MANAG ING INTERNATIONAL TEAMS c:) page 90

REVISION U N IT C c:) page 92

DISCUSSION TEXTS LANGUAGE WORK SKILLS CASE STUDY

Discuss factors in Listening: An interview Complaints Active listening Hurrah Airlines:

U N I T10
and importance with the manager of a top Gerunds Deal with customer
CUSTOMER of customer complaints
restaurant
S E RVICE service Reading: Customer Writing: report
service is changing the
c:) page 96 world: Up close and
global Financial Times
-

Discuss ways of Listening: An interview Handling crises Asking and In Range: Plan a
U N I T 11
handling crises with a professor of ethics Conditionals answering difficult press conference to
CRISIS and social responsibility questions defend criticism of a
MANAG E M E N T video game
Reading: How not to
take care of a brand I
c:) page 104 Expect the unexpected -
Writing: article/report

Financial Times

Define and Listening: An interview Describing mergers and Making a Rinnovar

U N IT 12
discuss with the Director of an acquisitions presentation International: Present
MERGERS A N D acquisitions, M&A research centre recommendations for
Prediction and
ACQU ISITIONS mergers and joint an acquisition
Reading: Green targets - probability
ventures Corporate Knight Writing: report
c:) page 112

WORKING ACROSS C U LTURES: 4 INTERNATIONAL NEGOTIATIONS c:) page 120

REVISION U N IT D c:) page 122

GRAMMAR REFERENCE AUDIO SCRI PTS GLOSSARY

c:) page 146 c:) page 152 c:l page 168

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 STARTIN G U P IJ Think of a good commun icator you know. Explain why he/she is good
at communicating.

[] What makes a good communicator? Choose the three most im portant

factors from this list.
• ftuency in the language • an extensive vocabulary • a sense of humour
• grammatical accuracy • being a good listener • physical appearance
• an awareness of body • not being afraid of • no strong accent
language making mistakes

B What other factors are im portant for commun ication?

EJ Discuss these questions.

1 What forms of written and spoken communication do you like using? Why?
2 What problems can people have with the different forms of communication?

3 How do you think those problems can be solved?

Which of these words apply to good com mun icators and which apply
Good to bad communicators? Add two adjectives of your own to the list.
com m unicators articulate coherent eloquent extrovert fluent
focused hesitant inhibited persuasive rambling
reserved responsive sensit ive succinct vague

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 UNIT 1 •• COMMUNICATION

m Which of the words i n Exercise A have these meanings?

1 concise 5 clear and easy to understand

2 reluctant to speak 6 good at influencing people

3 talking in a confused way 7 outgoing

4 able to express ideas well 8 eager to react and communicate

II Complete the extract below from a talk by a com munication expert with
the verbs from the box.
I clarify confuse digress engage explain interrupt tt5teft ramble

'Good communicators really ! i �f.e n . 1 to people and take in what is said. They maintain
. . . .

eye contact and have a relaxed body language, but they seldom ...... . ..... 7 and stop
people talking. If they don't understand and want to . . . ...... . . . 3 something, they wait for
a suitable opportunity.

When speaking, effective communicators are good at giving information. They do not
. . . ... .. . .. .4 their listener. They make their points clearly. They will avoid technical terms,
abbreviations or jargon. If they do need to use unfamiliar terminology, they ....... . .. . . 5 by
giving an easy-to-understand example. Furthermore, although they may . 6 in order
. . . . . . . . . . .

to elaborate a point and give additional information and details where appropriate, they
will not . . . . . . . . . . . 7and lose sight of their main message. Really effective communicators
.

who have the ability to .. . .. . .. . .. . 8 with colleagues, employees, customers and suppliers
are a valuable asset for any business.'

E �l» cou Listen to the talk and check your answers.

See the DVD-ROM � D Thin k of a poor or bad commun icator you know. How could they i mprove
for the i-Glossary. V their skills? What advice would you give them?

IJ �ll) co1.2 Listen to the first part of an interview with Alastair Dryburgh,
Improving an expert on communication. Does he think technology makes good
com mu nication easier?
com mun ications

E) �ll) CDl.2 Listen again. What fou r key poi nts does Alastair make about
com munication?

II �ll) CD1.3 Listen to the second part of the interview. Alastair gives an example
of a company which has used technology to change the way it communicates
with customers. Give reasons why it com m u nicates well.

Alastair Dryburgh E �ll) CD1.4 Listen to the final part, where Alastair is describing a bad customer
experience. What mistakes did the company make, and how could they have
i m p roved the customer experience?

Watch the
interview on
D Discuss an example you know of a company which commun icates well with
its customers or a company which communicates bad ly. What advice would
the DVD-ROM. you give to the bad communicator?

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UNIT 1 ... COMMUNICATION

What irritates you most about these forms of com m u n ication?

E-mail: for and e-mail
against mobile phone
conference calling
voicemail

BlackBerry
web presentation

l!J What are the advantages and disadvantages of using e-mail?

B Read the article on the opposite page q uickly and choose the best title.
1 Time to switch your BlackBerry off
2 How to deal with your inbox
3 A quiet word beats sending e-mail

l:J Read the article again and list the advantages and disadvantages of using
e-mail. Does the writer mention any that you listed i n Exercise B?

II Find expressions in the article which mean the following.

1 looking at another person (paragraph 2)
2 upsetting or embarrassing someone by being rude or tactless (paragraph 2)
3 not be caught or punished when you have done something wrong (paragraph 4)

4 pretend something is true in order to deceive people (paragraph 4)

5 keeping writing or talking to someone, even though you do not see them often
(paragraph 8)
6 aiming a n idea or product at someone (paragraph 8)

D Complete this text with the expressions in Exercise E i n the correct form.
I don't have a problem with him . . . ... . . . . . . 1 his family whilst he's posted overseas and
sending e-mails in office time. That's not the main issue. However, if h e thinks he can
.... .
. . . . . . .2 sending such abusive e-mails to colleagues, he is sadly mistaken and he'll have
to face the consequences of his actions later. He is clearly ............3 about his colleagues
and spreading nasty rumours. He'd be better off speaking to colleagues . . . .... if he has
. . . . .11

problems with them. He's slightly better when speaking with customers, but he needs to
think about who he's speaking to when he's .... . . .. ..5 our products to them. And he just
. .

doesn't know how to say no to people without . . . . . . . . . . . .6•

m Discuss these questions.

1 'Business is best done face to face.' Do you agree?
2 How could communication be improved in your organisation?

3 How will communication change in the office of the future?

4 What do you do when you receive a nasty e-mail?
5 Is communication better these days with all the new technology?

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 UNIT 1 �� COMMUNICATION

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . .

by Luke Johnson

E-mail might just be responsible for

t h e pro d u c t i v i t y i ncrcases t h a t
economists te l l u s a r e the k e y t o
rising prosperity. B u t i t could also
5 be sending us all mad.
The truth is that business is gener­
ally best clone face to face. and if that
is impossible. then speaking via the
phone. But too many of us now hide
10 behind s i l e n t , typed communica­
tions. The trouble is that the recipient
of an e-mail does not hear a tone of
voice or sec a facial expression; nor
can the sender mod i fy their message
15 halfway through, sensing that it is
causing offence. When you read an
e-mail, you cannot tell the mood of
the e-mailer.
A permanent written form i s
20 deadly i f you arc reeling impetuous and longer sorting out the e-mails themselves logically. It allows you to
and emotional. Too often l have that mailer from all the junk. It has reply s w i ft l y to a host of di fferent
made the mistake of sending an 45 become, I'm afraid, a dangerously questions when time is short. You
irritable response. which w i l l have corrupted medium. Large companies don't have to worry about journey
festered and angered the other encl suffer chronic overuse of ·reply to all'. 70 times or travel costs, unreliable post­
2s much more than a d i fficult telephone Moreover. e-mail can be a terrible age or engaged phones or voicema. i l .
exchange. Spoken words fade, but distraction, espec i a l l y if you use E-mail i s a marvellously economi­
e-mail is forever. so a B l a c k B e rry. l was recently cal tool for keeping in touch with
lt is so much easier to be tough via reprimanded for peeking a t mine far-flung commerc ial contacts; you
e-mail. or to get away with weak during a board meeting - a gross 75 can send them a note at your leisure,
30 excuses. or to make things up, or form of' hypocrisy on my part. 24 hours a day. It is also a terrific
to say no. Almost invariably. it is because I once threatened to sling method of discreetly and d i rectly
more human and serious to have 55 out o f the window any PDA-type pitching to someone powerfu l . It
a real d is c u s s i o n rather than a devices being used in meetings certainly beats trying to get a meet-
bizarre online conversation. I know I chaired. I have now vowed to so ing or even reach them on the phone.
35 employees who have been f i red for switch off both B l a c kBerry and Like it or not. I could not do my
sending abusive e-ma i l s , or who mobile in all meetings - anything job without e-ma i l . Meanwhile, I
have faced severe legal conse­ GO less is uncivi l . know a senior financ ier, an ex-chair
quences for writing something they Tt must b e admitted that e-mail ofa FrSE company, who still has his
should have just said verbally. is hard to beat as a transmitter of RS secretary print out h i s e-mails for
40 Everyone in business finds their documents and data. It forces the him to read so he can then dictate
inbox is almost swamped every clay sender to caref u l l y think through replies for her to e-mail back. Now
with spam. I notice I spend longer 65 their arguments and express that really is mad.

•eaa1ma1rrnwi Idioms
a Complete the idioms below with the words from the box.

bush grapevine loop mouth nutshell picture

point purposes stick tail wall wavelength

a) to put it in a . . . . . . . . . . . . g) can't make head nor . . . . . . . . . . . . of it

b) to get straight to the . . . . . . . . . . . . h) to talk at cross-. . . . . . . . . . . .
c) to hear it on the . . . . . . . . . . . . i) to beat about the . . . . . . . . . . . .

d) to put someone in the . . . . . . . . . . . . j) to get it straight from the horse's . . . . . . . . . . . .

e) to get the wrong end of the . . . . . . . . . . . . k) to be like talking to a brick . . . . . . . . . . . .
f) to be on the same . . . . . . . . . . . . I) to keep someone in the . . . . . . . . . . . .

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UNIT 1 .. COMMUNICATION

EJ Match the idioms i n Exercise A to these definitions.

1 to fail to understand anything 9
2 to share similar opinions and ideas
3 to give the main facts in a short, clear way

4 to not understand something

5 to delay talking about something
to keep someone in the
6 to give the latest information
loop
7 to talk about the most important thing
8 to hear about something because the information has been passed
from one person to another in conversation
9 to be told something by someone who has direct knowledge of it
10 to try to communicate with an unresponsive person

11 to include someone in group communication

12 to not understand someone

to be on the same
wavelength
B Complete these sentences with the idioms from Exercise A i n the
correct form.
1 OK, I ll . . . . . . . . . . . . . I'm afraid it's the last time we're going to miss a deadline.
'

2 Paola and I and agree on most things. We seem to be . . . . . . . . . . . . .

3 A lot happened while you were on holiday. Let me . . . . . . . . . . . . .

4 I think we are . . . . . . . . . . . . . I mean next week, not this week.

5 He never gives you a straight answer. He's always . . . . . . . . . . . . .
6 I . . . . . . . . . . . . that he's been fired. Is it true?
7 The new organogram is very complicated, but to . . . . . . . . . . . . , we still report to the
same manager.
8 I'm afraid that isn't right. If you think our biggest problem is communication, then
you have . . . . . . . . . . . . .

9 This document from our subsidiary makes no sense at all. I . . . . . . . . . . . . .

10 I've tried to get my supplier to give us a discount several times, but they just won't.
It's like . . . . . . . . . . . . .

1 1 The company is going bankrupt. The CEO told me himself. I heard it . . . . . . . . . . . . .

12 I'll need regular updates about the progress of the project. I'll also need to know
what's going on when I'm away. Please . . . . .. . . . . . . .

liJ Ask your partner these questions.

1 What have you heard on the grapevine recently?
2 When is it necessary to put someone in the picture?
3 In what situations is it good to get straight to the point?
4 Is there anything you can't make head nor tail of?
5 Who are you on the same wavelength as? Why?
6 Have you ever felt you were talking to a brick wall?
7 When have you been kept either in or out of the loop? How did you feel?

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 UNIT 1 H COMMUNICATION

SKILLS What expressions can you use in these phone situations?

Dealing with a) the person speaks too fast or too quietly
comm u nication b) you want someone to stop talking while you do something
breakdown
c) you don't understand a word/expression the other person uses
d) you want to make sure of the spelling of something
e) you want more information about a subject
f) the connection is not good and you can't continue the conversation

g) you want to confirm some information

El �>)) co1.s Listen to a telephone conversation between Bernard Klebermann

and Koichi Sato. Which of the problems mentioned in Exercise A do the
speakers have when communicating?

11 �>» CDl.6 Listen to the same two speakers in a similar conversation. Explain
why the second conversation is better. Give as many reasons as you can.

m �>)) CDl.6 Listen to the conversation again and complete these extracts with
words or expressions from it.
1 That's good. Could you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . while I get a pen?
2 Sorry, Bernard, I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Could you . . . . . . . . . . . . . . . . . . . . . . . . a little,
please? I need to take some notes.
3 Let me . . . . . . . . . . . . that: 200 posters, pens and pencils and 50 bags . . . . . . . . . . . . . it.

4 Seel- ... sorry, could you . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . me, please, Bernard? I don't

think I know the company.
5 'They've placed an order for 518 of the new lasers .. .'
'Sorry, . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 lasers?'
6 Sorry, I don't follow you. What . . . . . . . . . . . . 'roll-out' . . . . . . . . . . . . ?
7 But I need details about the company ... Sorry, it's . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Could you . . . . . . . . . . . . . . . . . . . . . . . . , please? I can't hear you very well.
8 Sorry, I still can't hear you. I'll . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . , maybe the line will be better.

D Match each extract in Exercise D to the situations you discussed in

Exercise A. Two of them correspond to the same situation.

D Work in pairs. Role-play two situations.

Student A: Turn to page 132. Student B: Turn to page 140.

USEFUL LANGUAGE

ASKING FOR REPETITION CHECKING IN FORMATION ASKING FOR FURTHER TECHNICAL PROBLEMS
Sorry, could you repeat that? Would/Could you spell that, INFORMATION Sorry, it's a bad line.
I didn't (quite) catch that. please? Could you give me some Can I call you back?
Can I �ad that back to more details, please? It's a terrible connection.
Could you speak up, please?
you? Could you be a bit more I'm afraid I'll have to get
Could you say that again,
specific? back to you later.
please?
PROBLEMS WITH Could you explain that in Sorry, we were cut off.
UNDERSTAN DING more detail?
ASKING FOR CLARIFICATION
Sorry, I'm not with you. SUMMARISING THE CALL
What do you mean by ...?
Sorry, I don't follow you. Let me go over what we've
What does ... mean?
Sorry, I'm not sure I know agreed.
Could you clarify that?
what you mean. Let m e just summarise ...
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A product defect Lawrence Discount Stores
A weakness in the company's communications Another incident a few weeks ago showed that
was highlighted by the following incident. What internal communications in the company were not
mistakes do you think were made in the way working well. Read about the problem and discuss
this problem was handled? How could they be the reason(s) why WCH lost an important customer.
remedied?
Richard Lawrence, one of WC H's best and oldest
About three months ago, a customer found a fault in customers, phoned William Hooper about
WCH's most up-to-date, multi-functional cell phone. the company's new digital camera, the EX-120.
Her phone became very hot after being recharged He told Hooper that he'd probably be placing an
and it burned her hand. 'It was so hot, I thought it order for 5,000 of the products in the next few
would explode,' she said. The customer complained weeks. Hooper passed on this information by
to the Customer Service Department, who sent her phone to the Sales Manager. When Lawrence sent
a replacement phone. The employee dealing with in the order five weeks later, the Sales Manager
the complaint did not inform either the Marketing or sent him an e-mail saying that unfortunately
R&D Departments about the fault. After this incident, the new product was out of stock. Lawrence
there were a number of similar complaints. As a complained to Hooper, who asked the Sales
result of bad publicity, the phone was withdrawn Manager why he hadn't given priority to Lawrence's
from the market. order. The manager replied, 'I was waiting for him to
confirm his order. I didn't realise that his order had to
be given priority.'

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The new Communications Director
Betty Friedman, the new Communications Director, hired a firm
of consultants, Ward Associates, to analyse the communications
problems in the company and to come up with recommendations
for improvement. Read this extract from the report.

1 Internal communications
Problem:
Communications between Directors and Heads of
Department need to be improved.

Recommendations:
• Heads of Department should send weekly reports to
the Board of Directors. This would enable Directors to
keep in touch with key developments in the company.

• A new manager should be appointed to be in charge

of key accounts, such as the Lawrence Discount
Stores account. He/She would ensure that key
customers were given personal attention.

2 Sales reps/Head Office

Problem:
Head Office is not receiving information quickly from sales
representatives. This has resulted in delays in processing
orders and insufficient information about customers.

Recommendation: "4>» CDl.7 William Hooper is talking to Betty

Issue all sales reps with BlackBerry devices and instruct Friedman. Listen to his reaction to the consultants'
reps to send daily reports to the Sales Department.
recommendations and summarise his attitude
to weekly reports, appointing a new account
3 Customer Services Department manager, and defective products.
Problem:
The department needs a new procedure for dealing with
product complaints.

Recommendation: "4>l) CDl.8 Listen to Joanna Merkowitz, a sales

Any complaint about a product which has health and representative, talking to Betty Friedman about
safety implications should be forwarded immediately to the consultants' recommendations. Why is she
the following departments: Marketing, Research and against giving daily reports? Why does she enjoy
Development, Public Relations. her job so much?

1 Work in small groups. You are members of the Board of Directors.

Discuss each of the consultants' recommendations. Decide
whether you agree or disagree with each recommendation, noti ng
down your reasons.

2 Consider any other ideas that your group has to improve

communications in WCH.

Watch the Case study commentary on the DVD-ROM.

Writing
As Communications Director at WCH, write a follow-up e-mail to the Head of
Ward Associates, summarising the decisions you have taken, with your reasons.
c:) Writing file page 127
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