activity book office administration

7/25/2019 activity book office administration

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Answer Key

Office Administration Students Book Photocopiable B Burlington Books

Whos Who in the Office?page 41 1. Alicia Livingstone, Senior Administrative

Assistant 2. All employees 3. The Managing Director, Mr Bradley, Mrs

Cuthbert, Head of Sales and Ms Gilmore, Headof Marketing

4. Mr Mortimer, the Human Resources Directorand Mr Robertson, the Financial Director

5. To the first floor 6. The Accounting Department

2 1. Human Resources Director 2. administrative assistant 3. Financial Director 4. now

4 Ivan Mell Managing Director Jane Mack Marketing Director Ben Li Financial Director Lyn Clark Sales Director Diane Young Human Resources Director

Working with Vocabularypage 5

5 1. Financial Director 2. Marketing Director 3. Human Resources Director 4. Head of IT 5. Senior Administrative Assistant 6. Telemarketing Representative 7. Customer Service Clerk

6 1. the Head of Research and Development 2. a Receptionist 3. the Chief Accountant 4. the Managing Director 5. a Junior Administrative Assistant 6. a Sales Representative

7. a Laboratory Technician 8. a Computer Programmer

8 1. second 4. seventh 2. Lily Finn 5. Meg Day 3. first

Your Turn

David: Hello, Kate. My name is David Barton, andIm the Managing Director of Warfords.

Youre going to be my administrativeassistant.

Kate: Pleased to meet you, Mr Barton. Imlooking forward to working with you.

1

David: First of all, let me introduce you to WendyMcKenzie, our Senior Administrative

Assistant. You will work very closely withher.

Wendy: Nice to meet you. Kate: Nice to meet you, too. David: And this is Natasha Reid, our Financial

Director. Kate: Nice to meet you, Mrs Reid. Natasha: Good luck. Kate: Thanks Mr Barton, who is the Sales

Director?

David: Our Sales Director? Thats Colin Ashton.Weve also got a very dynamic marketingdepartment. Their director is Liz Travis.

Kate: Let me see, Colin Ashton is the SalesDirector and Liz Travis is the MarketingDirector. Is that right?

David: Exactly. Theyre all in a meeting on the 3rdfloor now. Ill introduce you to them later.

Kate: Mr. Barton, Ive got a question. David: Certainly, Kate. What would you like to

know?Kate: Whats the name of the receptionist?

David: Ah, our receptionist! Shes Lisa Brown.

1. d 2. e 3. b 4. a 5. c

Welcoming Visitorspage 6

1 1. Can I get you something to drink? 2. When did you get in? 3. Would you like some coffee or tea? 4. May I take your coat? 5. How was your flight?

2 1. administrative assistant

2. Head of Research and Development 3. seat 4. coffee 5. one 6. Thank you

4 1. Graham Bright 2. Dynamick 3. His coat 4. Mr Chandler and Mrs Shack 5. Coffee with milk and one teaspoon of sugar

Office Administration Students Book

Answer Key


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5 1. visitor 4. umbrella 2. seat 5. sweetener 3. flight

6 1. lemon 6. coat 2. umbrella 7. jacket 3. tea 8. milk 4. teaspoon 9. water 5. coffee 10. sweetener

7 1. teaspoon 4. jacket, coat 2. seat 5. water, soda 3. visitor 6. coffee, lemon

8 3 5 6 7

2 The Office Buildingpage 8

1 1. On the fourth floor 2. Customer Service, 3rd floor 3. On -1 4. Eat lunch 5. Reception on the ground floor

2 1. Thank you 2. new 3. lift 4. meeting 5. coffee

4 1. DS 2. F 3. T 4. T 5. FWorking with Vocabularypage 9

6 1. thirteen 4. seventy-five 2. forty-six 5. twenty-nine 3. eleven 6. eighteen

7 1. laboratory 4. reception 2. stairs 5. warehouse 3. lobby 6. maintenance department

8 1. conference room 6. top floor 2. ground floor 7. car park 3. toilet 8. cafeteria 4. lift 9. kitchen 5. stockroom

Your Turn

Andrea: Heres your office, Janet. Its room 205. Janet: 205? Its very nice. Andrea: Youll share an office with another sales

representative, Sharon Hunt, but Sharon isnthere today. Why dont you put your handbaghere and Ill show you around the building?

Janet: OK. Thanks. Andrea: This is the kitchen. Would you like some

coffee?

Janet: No, thanks, Andrea. Andrea: So, what would you like to see first? Janet: The warehouse. Im sure its huge. Andrea: Yes, it is. It takes up an entire floor. Lets

take the lift down. The warehouse is onminus one.

Janet: Minus one? Andrea: Yes. Janet: Wow! Its amazing. Everythings so

organised. Andrea: Yes, it is. Now, we can take the stairs to

minus two. Ill show you the car park andheres your parking space. Here, number186.

Janet: My parking place. 186. Great. Andrea: Now, lets go back to the second floor and

Ill show you the stockroom. Here it is. Youllfind all the office supplies you need here. MsLee has got the key to the stock room, or

you can ask me for my key. Janet: Ms Lee or I should ask you. Ill remember

that. Andrea: Why dont we have lunch in the cafeteria

now and Ill show you the rest of the buildingafter lunch? Well take the lift because thecafeterias on the 6th floor.

1. 205 4. 186 2. Sharon Hunt 5. Ms Lee 3. warehouse 6. Cafeteria

Getting Around the Officepage 101 1. his parking space number 2. Tammys office number 3. the floor of the car park where his parking

space is 4. his employee number 5. the floor where he can find Tammys office

2 1. Managing Director 4. 302 2. first 5. ground 3. 123 6. laboratory

4 a. Name of company: Firstway Computers Name of employee: Mr Smith Floor: first Room number: 123

b. Name of company: Sandys Textiles Name of employee: Mrs Norton Floor: third Room number: 302

c. Name of company: Pansy Cosmetics Name of employee: Mrs Lipton Floor: ground Room number: 9

Working with Vocabularypage 115 1. d 3. a 5. b 7. c

2. f 4. g 6. h 8. e


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6 1. e 2. b 3. a 4. c 5. d7 1. e 2. c 3. a 4. b 5. d8 3. Go up the stairs to the second floor. Turn

right . The Marketing Department is next to the Accounts department.

4. Go straight when you leave Room 202. R&D isat the end of the corridor. Itll be the third dooron your left .

3Office Routinespage 12

1 1. T 2. T 3. DS 4. F 5. DS 6. F2 1. letters 3. euro 2. half past one 4. take minutes

4 1. a 2. e 3. d 4. b 5. c


6 1. Its half past nine. 2. Its quarter to twelve. 3. Its twenty past seven. 4. Its quarter past five. 5. Its seven oclock.

7 a. 9 b. 1 c. 6 d. 8 e. 7 f. 58 1. answer the phone 2. search the Internet

3. send an e-mail 4. schedule a meeting 5. take minutes

Your Turn

Female: OK, Paul. Youve got quite a few things todo today. First of all, Id like you to file thesetwo documents.

Male: Where should I file them, Mrs Marks? Female: Theres a file called Imports from Japan.

Put them in there. After that, at 10:30, the

post should arrive, so please distribute itaround the office. Male: Is the post only for the people here on the

third floor? Female: No, its also for people on the fourth floor.

Another thing is Mrs Price is travelling toChina on the 25th of September. Thatsnext Tuesday. Shell be in Beijing andShanghai.

Male: Let me write this down. Mrs Price, Tuesday,the 25th of September Beijing andShanghai.

Female: Yes, thats right. Please can you search theInternet for some good restaurants in eachof these cities?

Male: Good restaurants. No problem. Is thereanything else?

Female: Just one more thing. Can you answer thephone and take messages between halfpast twelve and half past one? Its Julieslunch break and Kelly, the otherreceptionist, isnt at work today.

Male: Between half past twelve and half pastone? Certainly.

1. Japan 4. good restaurants 2. third, fourth 5. 12.30, 1.30 3. 25th, September

Organising an Officepage 14

1 1. On the second floor of the Tower CentralBuilding

2. Yes 3. Desks, filing cabinets, office chairs, etc. 4. Yes 5. Yes 6. 500 square metres

2 1. great 4. idea 2. window 5. too 3. next to

4 1. c 2. a 3. b 4. e 5. d


5 1. photocopier 5. desk 2. chair 6. keyboard 3. air-conditioner 7. shredder 4. filing cabinet 8. lamp

7 In picture 1, the waste paper bin is near thereception desk.

In picture 2, the lamp is on the table. In picture 4, the keyboard is in front of the computer

screen.

4Managing Office Suppliespage 16

1 1. one box 2. No 3. Three 4. 10 writing pads 5. Staples 6. Highlighters 7. Computer toner cartridges, paper for printer and

photocopier

2 1. Three 4. 50 2. black 5. last week 3. 10


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4

Items in office Quantityto orderItem Quantity

pens black 3 boxes 1 box

blue 1 box 3 boxes

writing pads 0 2 packets /20 pads

folders 12 50

markers 3 packets 0


6 1. scissors 10. stapler 2. highlighters 11. ring binder 3. pen 12. marker 4. rubber 13. writing pad

5. pencil 14. sticky tape 6. folder 15. toner cartridge 7. paper 16. paper clips 8. envelope 17. staples 9. hole punch

7 1. c 2. b 3. d 4. a8 1. green 7. purple 2. orange 8. blue 3. grey 9. yellow 4. white 10. black 5. red 11. pink 6. brown

Your Turn

Sally: Hi, Eve. Can you please help me take aninventory of the office supplies in thestockroom?

Eve: Sure, Sally. Lets start. Sally: Well, first of all, there are five boxes of paper. Eve: Five boxes? Ok. What else? Sally: We havent got enough writing pads. Eve: How many are there?

Sally: Twelve. Theres one packet of twelve. Eve: OK. Ive written that down. Have we got any

scissors? Sally: Yes. There are three pairs here. Yes, three pairs

and twenty-three, twenty-four, twenty-fiverolls of sticky tape.

Eve: Twenty-five rolls of sticky tape? Ok. How abouthighlighters?

Sally: Weve got 20 yellow highlighters but therearent any pink or green ones.

Eve: Ok. Only 20 yellow highlighters. What aboutfolders? I ordered a lot of folders last month.How many are there now?

Sally: Thirty, I think. Il l count again. Yes, thirty. Well,I guess thats it. Thanks for helping me, Eve. Illgo and order some more supplies now.

Item Quantity

Paper 15 boxes5 boxes

Writing pads 12 packets1 packet

Scissors 3 pairs

Sticky tape 23 rolls 25 rolls

Highlighters 20 pink 20 yellow

Folders 1330

Ordering Office Suppliespage 18

1 1. T 2. T 3. F 4. T 5. T 6. F2 1. writing pads 4. yellow 2. 20 5. small 3. 50

4 1. 200 4. more than seven 2. 50 5. one type 3. staples


5 1. c 2. f 3. a 4. e 5. d 6. b 7. g6 a. Invoice e. discount b. quantity f. delivery date c. price per unit g. payment date d. subtotal

7 1. Tuesday 3. Friday 2. Thursday 4. Sunday

8 1. January 7. July 2. February 8. August 3. March 9. September 4. April 10. October 5. May 11. November 6. June 12. December

9 1. Wednesday 2. July 3. No 4. Saturday 5. Accept all logical answers. 6. 25th December

5Photocopyingpage 20

1 1. DS 2. T 3. T 4. T 5. F 6. T 2 1. First 4. last 2. paper 5. photocopier 3. then


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4 1. c 2. e 3. a 4. b 5. d


5 1. d 3. c 5. b 7. f2. a 4. e 6. h 8. g

6 1. new 5. long 2. narrow 6. dark 3. turn off 7. enlarge 4. close

7 1. T 2. T 3. T 4. F 5. T 6. T 7. F8 1. diagram 5. catalogue 2. drawing 6. magazine article 3. label 7. chart 4. poster 8. newspaper article

Your Turn

Lisa: Hi Bill, Ive got a question about thephotocopier. Can you help me, please?

Bill: Sure, whats the question? Lisa: How do I photocopy on both sides of a

page? Bill: Oh thats easy. Theres an icon for double-

sided photocopying. First, put the papershere, like this.

Lisa: Just a second. Let me check that I removedall the staples. Um ok, no staples.

Bill: Good. Thats important. Now that all thepapers are in the right place, you select thisicon here. You see, this picture of two sides ofa page next to each other.

Lisa: OK, I see. How do I make fifteen copies? Do Ipress fifteen now?

Bill: Yes, thats right. Lisa: Oh no, a page is stuck somewhere inside the

machine. Bill: Dont worry. The photocopier shows you

which door to open and you can remove thepaper. You see the paper is stuck inside partC of the machine. Open this door.

Lisa: Part C? Here? Oh, OK. Ive removed the pageand Ive closed the door. Lets try again. Impressing Start .

1. two sides 4. C 2. staples 5. Lisa 3. 15

Sending Faxespage 22

1 1. Yes 2. Yes 3. You get a confirmation page.

4. Try to resend the fax. 5. Many clients fax numbers

2 1. wrong 4. person 2. Hospital 5. good 3. picture

4 1. Dr Hill / Eastside Hospital 2. blank page 3. side up 4. cover sheet

5. recipient


5 1. A cover sheet 2. Printed side up 3. Mrs L. Neuman 4. 01177-543-2198 5. Purchase of tables and chairs from

Bella Gianni Furniture Factory 6. The number of pages

6 1. go through 2. resend, confirmation page 3. insert 4. programmed

7 1. hotel 5. hospital 2. bank 6. law firm 3. factory 7. department store 4. museum 8. restaurant

6Handling Incoming Mailpage 24

1 1. Accounting Department 2. Waste paper bin 3. Customer Services Department 4. Sales Department 5. Human Resources

2 1. date 4. distribute 2. after 5. Accounting Department 3. recipient

4 1. incoming mail 4. names 2. received, date 5. chart 3. date, day


5 1. d 3. f 5. b 7. e2. g 4. c 6. h 8. a

6 1. stamp 4. sender 2. procedure 5. document 3. adjust 6. sort

7 1. e 2. c 3. d 4. f 5. b 6. a


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Your Turn

Female: OK, Jack, let me show you what we dowith the incoming mail. Take this stamp. Itsstill got yesterdays date on it, so adjust it totodays date its the 26th October today.

Jack: And what do I do with the stamp?

Female: Well, you have to stamp every incomingdocument, and then you must document iton the computer in the incoming mail log its a special program.

Jack: How do I get into the program? Female: You simply select this red and yellow icon

here. It says Mail Log. Jack: Red and yellow OK, so what do I type in

the date, the sender and the recipient? Female: Yes, but also the type of document and if

possible the topic, too. Jack: Im not sure I understand. Female: Here, lets go over the post together and Ill

show you. Jack: Heres a complaint letter something about

a late delivery. Im stamping it. Female: Good, now lets put the details in the log.

So the date we received the letter is 26thOctober. The senders name is TonyOrlando. Have you got that Tony Orlando?

Jack: Yes. Is the type of document a letter? Female: Yes, but if you write complaint letter, thats

more precise. Jack: OK, complaint letter. And the recipient is

Customer Services, right? Female: Correct. Next item. Jack: This is a letter for the Accounting

Department with a cheque inside it. ShouldI stamp the cheque?

Female: No, Jack. Dont stamp the cheque, only theletter. Youll take the letter together with thecheque to the accounting department later.Now, lets put the details in the log .

1. 26th October 2. yellow 3. complaint letter 4. Tony Orlando 5. cheque

Handling Outgoing Mailpage 26

1 1. a. send the Williamson contract 2. b. sample of the A9 machine 3. a. bubble wrap and a box 4. b. packages for Jordane Ltd. 5. a. stamps 6. a. registered mail

2 1. Italy 3. last 2. clock 4. York

4Item Send to Actions

Documents Italy send by courier

Free sample ManagingDirector of

Expolite

wrap in bubblewrap, get postcode

Package York weigh itsend second class


5 1. stamp 3. bubble wrap 2. post office 4. pre-paid envelope

6 1. address 3. city 2. postcode 4. country

7 Accept all logical and grammatically correctanswers.9 1. courier 5. fragile 2. a sample 6. stamp 3. pick up 7. reach their destination 4. weigh 8. Domestic

7Receiving Callspage 28

1 1. c 2. a 3. e 4. d 5. f 6. b

2 1. difficult 4. ten 2. 7403 5. Financial 3. 7413

4 1. It was difficult. 2. She put a caller through to the wrong extension. 3. They couldnt receive calls. 4. Philip Grey 5. The Financial Director of Marchwell Cosmetics.


6 1. repeat 2. state 3. operate the switchboard 4. connect 5. wrong number 6. professional

7 1. no reply 4. Be careful 2. put me through 5. ring 3. patience

8 a. angry d. funny b. friendly e. serious c. courteous f. rude


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Your Turn

Phone call 1: Pam: Hello. Peter: Hello. Is that Robertsons Computer

Supplies?

Pam: Yes, it is. Pam speaking. Peter: Hello, Pam. Id like to speak to ChloeJones, please.

Pam: Shes not here. Peter: When will she be back at her desk? Pam: I dont know. Peter: Can she call me back? Pam: If youd like. Whats your name and phone

number? Peter: Please tell her that Peter Jones called.

Shes got my number. Pam: OK. Bye.

Phone call 2: Ann: Good morning, Electrastore Appliances,

Ann speaking. How can I help you? Martin: Good morning. Could you put me through

to Fiona Barnes, please? Ann: Im sorry. Miss Barnes is on the other line

at the moment. Shall I put you on hold? Martin: Actually, I havent got much time. Ann: I see. May I take a message? Martin: Maybe you could call me back when she

finishes this call?

Ann: Certainly. Can you give me your name andphone number, please?

Martin: Its Martin Newman and my number is921-8564.

Ann: Lovely! Ill call you back as soon as MissBarnes is finished. Thank you for calling.Have a good day.

Martin: Thank you. You, too.

Pam Ann

3 states the name of thecompany

3 offers assistance

3 3 asks for the callers nameand phone number

3 ends the conversationcourteously

Taking Messagespage 30

1 1. Mr Patel 2. Mrs Jacobs 3. Jason / Mrs Andersons son 4. Naomi 5. Mr Wright 6. Mr Bradford 7. Mrs Anderson 8. Mrs Gladstone

2 1. Anne 4. Max 2. please 5. 401 7139 3. fox

page 31

4 1. T 2. F 3. T 4. F 5. T

Working with Vocabulary

5 1. c 2. d 3. a 4. b6 1. line is busy 5. cut off 2. spell your name 6. out of town 3. leave a message 7. return your call 4. interrupt 8. interference

7 1. Alice and Edward 9. Richard 2. Linda 10. Lisa 3. Ryan 11. Adam 4. Mike 12. Ryan 5. Lisa 13. Linda 6. Richard and Kate 14. Adam 7. Richard 15. Lisa

8. Kate 16. Alice and Edward8 1. her line is busy 4. aunt 2. spell your name 5. put me on hold 3. transfer 6. cousins

8Dealing with Phone Requestspage 32

1 1. a. not at work 2. a. correct the Muller contract 3. b. give Bob the new sweater designs 4. a. the filing cabinet 5. b. receive the e-mail

2 1. Don Hanson 4. Jim Murray 2. boots 5. e-mail 3. contact 6. contract

page 33

4 1. William Spence is out of town . 2. There is a problem with the boots he sent. 3. Mr Spence will get back to Don Hanson . 4. Bella Jones forgot to attach a contract to the

e-mail she sent Jim Murray 5. According to Jim Murray, he has lost valuable

time because of the mistake.


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Working with Vocabulary5 1. Theres a problem 2. deal with this problem 3. get back to 4. is unavailable 5. discuss the matter 6. isnt good enough

7. lose valuable time 8. let me know 9. get through

6 1. remind 2. as soon as possible 3. delay 4. Attach

7 1. skirt 5. shirt 2. dress 6. shoes 3. sweater 7. jeans 4. trousers 8. boots

Your Turn

Megan: Good afternoon, Winters Textiles. Meganspeaking.

Joe: Hello. Can I speak to Mrs Matthews,please?

Megan: Im sorry. Mrs Matthews is in China at themoment.

Joe: I see. This is Joe Oakley from BrightonExports. Can I leave a message for her?

Megan: Of course, Mr Oakley. Joe: Please ask her to get back to me right

away. There are problems with the contractshe sent me. First of all, the price of thedresses is wrong. Also, the contract statesthat were ordering blue trousers. But wedont want blue trousers we want blackones.

Megan: OK. Mr Oakley, Ive noted the problems: The price of the dresses is wrong and youwant to order black trousers, not blueones. Well contact Mrs Matthews andsomeone will get back to you as soon aspossible.

Joe: Another thing weve had a problem withour e-mail. Can you please resend all thee-mails that you have sent us in the last 24hours?

Megan: That wont be a problem. Joe: Thank you and please remind Mrs

Matthews that weve got a meeting onMonday, the 17th. Shell be back by then,right?

Megan: Yes, shell be back in the office on Thursday, the 13th.

Joe: Thank you very much. Megan: Youre welcome.

1. In China 2. Joe Oakley from Brighton Exports 3. The price is wrong. 4. It says they are ordering blue trousers but they

want black trousers. 5. Monday, the 17th.

Calling for Servicepage 341 1. F 2. F 3. DS 4. T 5. T 6. DS2 1. help 3. before 2. water 4. a quarter

4 1. Burtons Bread factory 2. Wellsmith Plumbing 3. A burst pipe 4. Turned off the water 5. A quarter of an hour 6. Turn off the electricity


5 1. c 3. i 5. b 7. d 9. a 2. g 4. f 6. e 8. h

6 1. dripping tap, burst pipe 2. carpet stain 3. car wont start 4. broken door handle, (jammed lock) 5. power cut 6. computer crash 7. break in

7 1. f 2. a 3. e 4. b 5. d 6. c

9Scheduling Meetingspage 36

1 Type of meeting: marketing Where: the conference room on the 5th floor When: 22nd February from 9.00-1.00 Organiser: Jenny Berqvist Equipment: microphone and projector

2 1. Katie 4. two 2. directors 5. sales performance 3. calendar

4 1. F All the directors are going to be at themeeting.

2. T 3. F According to Diane, 3rd March isnt

convenient for Alice. 4. T 5. F At the meeting, John wants Alice to

give a presentation on the companys salesperformance


5 1. e 2. c 3. a 4. b 5. d


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7 1. schedule 2. convenient 3. confirm 4. attend the meeting 5. previous commitment 6. give a presentation 7. busy, tied up

8 1. break 4. equipment 2. sharp 5. projector 3. light refreshments 6. microphone

9 Possible answers 1. time 4. hear 2. busy 5. see 3. late 6. stop

Your Turn

Jeff: Hello, Amy? Its Jeff here. Were trying toschedule the annual meeting for the Sales

Department and wed like to make sure youcan attend the meeting.

Amy: Sure. When is it going to take place? Jeff: Is the 25th May convenient for you? Amy: The 25th May? What day is that? Jeff: Its a Wednesday. Amy: Let me check my diary . Hmm! No, sorry!

Im afraid Im going to be in Manchester thatday.

Jeff: OK. Lets see. What about the following day, Thursday, the 26th May? Are you availablethen?

Amy: Thursday, the 26th May? That might work. Areyou talking about the morning or theafternoon?

Jeff: In the afternoon, from two to five. Amy: Two to five is OK, but Ill have to leave at 5

oclock sharp! Im flying to Italy that evening. Jeff: Oh, really? Well, I dont think thatll be a

problem. Amy: Where is the meeting? Jeff: Its going to be at The Palace Hotel. Amy: The Palace Hotel? Remind me, where is it? Jeff: Its on Queen Street, opposite the train station. Amy: Queen Street. Opposite the train station. Oh,

thats great. Ill come to town by train that dayand Ill take the train straight to the airport.Perfect.

Jeff: Great! Then Ill see you on the 26th May andIll send an e-mail about the meeting toeveryone in the department now.

1. 26th May 4. Palace 2. 2.00 pm 5. Queen 3. 5.00 pm 6. train station

Rescheduling Meetingspage 38

1 1. the conference in Swindon 2. the meeting with Jim Low 3. the meeting with the bank manager 4. the Sales meeting at City Tower 5. the meeting with Mrs Marks

2 1. a few 4. New York 2. Monday 5. 13th January 3. 5th January 6. 4.30

4 1. a few days 2. reschedule 3. Tuesday, 5th January is convenient for

Ms Marsden. 4. Mrs Brody has got a video conference scheduled

for the afternoon for 13th January. 5. They decide to reschedule the meeting for 11.00

in the morning.


6 1. b. reschedule 3. a. suit 2. b. cancel 4. b. participate

7 1. c 2. e 3. a 4. b 5. d8 a. Alistair e. Debbie b. Olivia f. Neil c. Paul g. Sharon d. Lucy h. Kathy

10Exhibitionspage 40

1 1. d 2. e 3. b 4. a 5. c2 1. cycling 4. country 2. fantastic 5. participate 3. sure

4 1. Visitor A likes the bicycles at the exhibition. 2. The weather is stormy / rainy today. 3. Visitor A comes from Thailand. 4. Visitor B is from France.

5. Visitor B likes cycling.


5 1. brochure 4. promotional material 2. stand 5. free gifts 3. business card

6 1. exhibition 4. leaflets 2. name tag 5. display boards 3. competitors

7 1. Thailand Thai 6. Nigeria Nigerian 2. France French 7. USA American 3. Japan Japanese 8. Britain British 4. Ireland Irish 9. Germany German 5. Italy Italian 10. Peru Peruvian


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Answer Key


8

hot

warm

cool

cold

freezing

9 1. snowy 4. windy 2. stormy 5. cloudy 3. rainy 6. sunny

Your Turn

Michael: Hi, Alison. Nice to see you back at theoffice. How was your trip?

Alison: Oh, hi Michael. The exhibition was great. Michael: Where did you go Greece, right? Alison: Close! We went to Cyprus. Michael: Oh, nice. So, you had good weather? Alison: Yes, we had beautiful weather. It was

sunny and hot every day. Michael: Youre so lucky! Weve had terrible

weather here. So, tell me about theexhibition.

Alison: Our stand was extremely popular. I dontthink any of our competitors had as manyvisitors as we did. We gave out a lot ofpromotional material.

Michael: Really? Thats excellent. I saw some of thedisplay boards in the MarketingDepartment. Theyre very impressive.

Alison: Yes. The designers did an excellent job.Our business in Cyprus looks promising.

Michael: Thats good news. Anyway, good to seeyou back!

Alison: Thanks, Michael.

1. a. to Cyprus 2. a. lovely 3. b. the companys 4. a. the companys display boards

Giving Directionspage 42

1 1. H Landsman Gallery 2. E Royal Restaurant

2 1. always 3. Queen 2. couple 4. seventh

page 434 1. Because there is always a long wait. 2. At the Greenfield Road exit 3. The 24 bus 4. Five

Working with Vocabulary5 1. tram 6. underground 2. ship 7. bus 3. taxi 8. train 4. aeroplane 9. motorbike 5. ferry

6 1. c 3. h 5. f 7. e2. a 4. b 6. d 8. g

7 1. b a bus 3. a a building 2. a a train 4. b a junction

8 1. entrance 4. get off 2. bus 5. ferry 3. junction 6. sign

11Receiving Customer Complaintspage 44

1 1. Accounts Department 2. Sales and Marketing Department 3. Shipping Department 4. Customer Services

2 1. A457 4. 12 2. 007624 5. 15 3. invoice

4 Callers name: Janice Taylor Company: Brookers Customer number: A457 Invoice number: 007624

Item ordered: scarves Problem: the wrong price is given on the invoice Transferred to: Accounting Department


5 1. an error 3. the wrong item 2. lost in the post 4. satisfaction

6 a. price list b. charge c. apologise for the inconvenience d. overcharge

e. shipping date f. make a complaint g. customer number h. cause a problem

7 a. 3 c. 4 e. 9 g. 2 i. 1 b. 6 d. 5 f. 8 h. 7

Your Turn

Emily: Good morning, Frosts Clothing. Emilyspeaking.

Harry: Hello, Id like to make a complaint. Weordered a hundred pairs of boots for ourwinter sale and they havent arrived yet.

Emily: Im sorry about that, could you give me yourname and customer number, please?


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Harry: Its Harry Perkins. Emily: Thank you, Mr Perkins. And your customer

number? Harry: My customer number is 4569. Emily: 4569. OK. And you say a hundred pairs of

boots are late? Ill put you through to AprilGreen from the Shipping Department. Im

sure shell be able to help. Harry: April Green? Good. Thank you.

Emily: Good morning, Frosts Clothing. Emilyspeaking.

Sam: Good morning. This is Sam Cornwallspeaking. Ive got a problem with one of yourinvoices.

Emily: A problem with an invoice? Sorry about that,Mr Cornwall. Could you give me yourcustomer number, please?

Sam: Of course. Its 4892. Emily: 4892? OK. Thank you. Ill transfer you to our

Accounts Department right away. Sam: Thank you.

Emily: Good afternoon, Frosts Clothing. Emilyspeaking.

Mark: Hello. Id like to make a complaint, please. Emily: Yes, sir. Please can you tell me your name

and customer number? Mark: My name is Mark Thomson and my number

is 3367. Emily: Mark Thomson, 3367. Thank you. What

seems to be the problem, Mr Thomson? Mark: Well, Im afraid theres a problem with the

swimsuits you sent me. They are all extrasmall but we ordered a variety of sizes.

Emily: All the swimsuits are extra small? Thatsstrange. I apologise for that, and Ill put youthrough to our Sales Department.

Mark: Thank you.

Name: Harry Perkins Customer number: 4569 Problem: The boots he ordered havent arrived yet Transferred to: April Green, Shipping Department

Name: Sam Cornwell Customer number: 4892 Problem: Theres a problem with the invoice Transferred to: Accounts Department

Name: Mark Thomson Customer number: 3367 Problem: All the swimsuits are extra small Transferred to: Sales Department

Handling Customer Complaintspage 46

1 1. a. He is angry with their service.

2. b. It wasnt complete. 3. b. John Higgins lost money. 4. b. The representative didnt speak nicely to him. 5. a. He wont continue working with the company.

2 1. this morning 4. order number 2. overcharged 5. mistake 3. manager

4 1. The library received six lamps from HomewaysFurnishings.

2. Glen Barnard complains about HomewaysFurnishings service.

3. Homeways Furnishings will pay to return thebroken lamps. 4. The price on the invoice was wrong.

Working with Vocabulary.page 47

5 1. assist 4. refuse 2. return 5. suggest 3. compensation

6 1. credit your account 2. under warranty 3. check my records

7 1. The shirt is torn. 2. The shirt has got a hole. 3. The TV is broken. 4. The TV is missing a part. 5. The TV makes a noise. 6. The food isnt fresh.

8 1. satisfied 4. confused 2. surprised 5. polite 3. disappointed 6. embarrassed

12Booking Flightspage 48

1Flight Request:

First name: Surname:

Passport number:

Nationality:

Destination: One way Return

Place of departure:

Date of departure:Date of return:

Economy class B usiness class First class

Direct fight Stopover:

Seat: Window Aisle

Special requests (meals, etc.):

3

3

3

3

2 1. 3rd 3. a morning 2. 10th 4. A window seat

4 1. Moscow 2. Mr Fisher wants a direct flight but the direct flightis fully booked. 3. She puts him on the waiting list for the direct

flight and holds a place for him on the flight via Vienna.


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6 1. departure, arrival 2. stopover 3. return ticket, one-way ticket 4. special request 5. via

6. direct flight 7. book a flight

7 1. e 2. d 3. a 4. c 5. b8 1. h 3. d 5. e 7. b

2. g 4. c 6. f 8. a

Your Turn

Agent: Good afternoon, Travellog Tours, how mayI help you?

Robert: Hi, this is Robert Morris from Canter

Electronics. Our Managing Director, BillCanter, would like a business class ticketto San Francisco.

Agent: Certainly. When would he like to travel? Robert: On the 7th of June. Agent: OK. Weve got a direct flight which leaves

at 8 oclock in the evening, or weve got amorning flight with a stopover inWashington.

Robert: Hed prefer a direct flight. Agent: Fine. What about the return flight? Robert: Is it possible to stop over for a couple of

days in Chicago on his way back toLondon?

Agent: That shouldnt be a problem. When wouldMr Canter like to return?

Robert: Hed like to fly to Chicago on the 12thJune and then back to London on the14th.

Agent: The flight to Chicago is fine, but the flightto London is fully-booked. Im afraid Illhave to put him on the waiting list.

Robert: Hmm. Oh dear. What about the 15th? Isthere a flight on the 15th?

Agent: Yes. Would you like me to book a seat forMr Canter on the flight on the 15th? Robert: That would be great! Agent: Has Mr Canter got any special requests? Robert: Yes. Hed like a window seat, please. Agent: OK, window seat. And what about food?

Regular meals? Robert: No, he always has vegetarian meals when

he flies. Agent: Vegetarian fine. Now Ill give you the

exact flight details

1. business 4. 15th 2. San Francisco 5. a window 3. Chicago 6. vegetarian

Problems with Flightspage 50

1 1. e 2. b 3. a 4. c 5. d2 1. Hong Kong 4. meeting 2. London 5. Miss Lee 3. Rome 6. four hours

4 1. Lindas luggage was overweight . 2. Lindas original flight to Hong Kong was

cancelled . 3. Lindas new flight will fly via Rome . 4. Lindas flight to Rome is delayed . 5. Linda asks Mark to reschedule her meeting with

Miss Lee.


5 1. map 6. boarding pass 2. passport 7. handbag

3. backpack 8. wallet 4. briefcase 9. suitcase 5. camera

6 1. change of plan 2. itinerary 3. make a reservation 4. delayed 5. luggage 6. overweight 7. overbooked 8. cancelled 9. weather conditions, land, take off 10. diverted

7 1. business lounge 5. information desk 2. baggage claim 6. check-in desk 3. lost-luggage desk 7. customs 4. transit desk 8. passport control

13Choosing a Hotelpage 52

1 1. Business travellers 2. In Frankfurt / In a central location in Frankfurt

3. Yes 4. In the fitness centre or one of the swimming pools 5. To the business centre 6. Yes

2 1. beach 4. 3rd 2. business travellers 5. full board 3. fitness centre

4 Name of hotel: Cornmere Hotel Location: on Slithcoe Street, close to the beach Type of guests: business travellers Hotel facilities: free Wi-Fi, fitness centre and spa

Working with Vocabularypage 535 1. e 3. a 5. c 7. d

2. h 4. g 6. b 8. f


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6 1. lifeguard 4. masseur 2. bellhop 5. shop assistant 3. guest 6. housekeeper

7 1. housekeeper 4. masseur 2. guest 5. bellhop 3. lifeguard 6. shop assistant

8 1. 3. 5. 8.

Your Turn

Female: Hello, Jake. Ive got a late meeting next Tuesday at your offices, so Im thinking ofbooking a room in a hotel instead of drivingback home. Can you recommend a hotel?

Jake: Sure. It depends on what youre looking for. Theres Glenn House. Its a lovely littlefamily hotel. The rooms are small andsimple but very clean, and they serve thebest breakfast in town. Its also close to ouroffices.

Female: I see. What category is it? Jake: Its a three-star hotel. Female: I think Id like something nicer, actually. Jake: OK. Well, theres the Moor Hotel. Its also

close to the offices. Its got beautiful rooms,and people say that its spa is fantastic.

Female: Ooh, I love to go to a spa at the end of abusy day! Has it got a good restaurant?

Jake: Yes, its got two, actually. One has gottypical English food and the other is anexcellent Indian restaurant.

Female: Wow! Sounds good. What are their priceslike?

Jake: It is expensive. Its a five-star hotel, so Ithink it costs at least 300 a night.

Female: Hmm! 300! Thats too expensive for me! Jake: Perhaps youd like to try Castle Hotel. Its

close to our offices and its not tooexpensive. Its a four-star hotel.

Female: OK. Have the rooms got Wi-Fi? Thats veryimportant.

Jake: Yes, theyve got Wi-Fi and its free. Female: What about restaurants? Jake: Its only got one restaurant, but its

excellent! Female: Fantastic! Ill call the hotel and see if theyve

got any vacancies. You said Castle Hotel,right?

Jake: Yes Castle. Good luck and see younext week!

GlennHouse

MoorHotel

CastleHotel

1. It serves a verygood breakfast.

3

2. Its close to Jakesoffices.

3 3 3

3. Its got tworestaurants.

3

4. Its a four-starhotel.

3

5. Its very expensive. 3

6. The rooms havegot free Wi-Fi.

3

Booking a Hotelpage 54

1 1. 225 5. noon 2. 130 6. towels and sheets 3. smoke 7. dial 1511 4. rates 8. 8.00 and 19.00

2 1. standard rooms 4. two oclock 2. nights 5. tea 3. July

page 55

4 1. The hotel has got two different types of rooms. 2. The caller is planning to arrive on 7th July . 3. She wants to reserve single occupancy . 4. Guests can enter their rooms from two oclock . 5. Breakfast is included in the price.

Working with Vocabulary5 1. check-in time 4. balcony 2. low season 5. service charges 3. single occupancy 6. rates

6 1. shower 5. soap 2. bath 6. mirror 3. shampoo 7. hairdryer 4. towel

7 a. blanket e. kettle b. iron f. sheet c. armchair g. coat hanger d. safe h. pillow

8 1. blanket, sheet, pillow 2. iron, coat hanger


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14Renting a Car page 56

1

Drivers Name:

Rental period: From:To:

Pick-up point: Time:

Drop-off point:Time:

Class of car: Compact Intermediate

Type of car: Automatic Manual

RENT ACAR

David West

19 th September

22 nd September

Glasgow Airport

9.30

Glasgow Airport

15.30

2 1. 3rd February 4. 1.15 2. airport 5. 7.30 3. two 6. 7th February

4 1. a. at the train station 2. b. intermediate 3. b. three

4. a. at quarter past one 5. b. at the airport


5 1. rent 4. insurance 2. pick-up point 5. An intermediate car 3. driving licence 6. an automatic car

6 1. e 3. g 5. f 7. a2. h 4. d 6. c 8. b

7 a. a puncture d. run out of petrol b. a breakdown e. a tow truck c. an accident f. emergency services

Your Turn

James: Hello. Ive rented a car from you and Ivegot a problem.

Female: I see. First of all, can I take your details?Whats your name and your contractnumber?

James: My name is James Davidson, and thecontract number is MLW344-677-856

Female: Let me just repeat that. James Davidson,contract number MLW344-677-856.

James: Yes.

Female: OK. What seems to be the problem withthe car?

James: Well, Ive had an accident! I was drivingalong the A19 when I had to stopsuddenly. The car behind me didnt stop intime and crashed into me.

Female: Is anyone hurt? Do you need emergency

services? James: No, everyone is fine, but there is damage

to both cars. Female: Can you describe the damage? James: Yes. The boot of my car is badly damaged

and the bonnet of the other car isdamaged, too. Theres also a puncture inone of the tyres of my car.

Female: I see damage to the boot and a puncturein one of the tyres. Can you give me yourexact location, Mr Davidson, and Ill send atow truck to help you.

James: Im on the A19, northbound, about twokilometres south of York.

Female: A19 northbound, 2 kilometres South of York. And when exactly did the accidenthappen?

James: About ten minutes ago, at half past three. Female: OK. So thats Monday, 7th February at half

past three. Can you give me the details ofthe other car?

James: Yes. Its a white Ford Focus. The numberplate is JD52VXU.

Female: JD52VXU. OK. And whats the driversname?

James: Its Sam Turner. Female: Sam Turner. Have you taken his insurance

details? James: Yes, I have. Female: Great. As I said, Im sending a tow truck to

you. It should be there soon. Please stay ina safe spot off the motorway.

James: Thank you very much.

Name:Contract Number:Problem: a puncture other a breakdown an accidentDate:Time: Place:

In case of accident with another vehicle:Name of driver:

Number plate:

James Davidson

MLW344-677-856

7 th February

3.30

A19 northbound, 2 km south of York

Sam Turner JD52VXU


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Booking Train Ticketspage 58

1 1. T Our trains are fast, quiet and comfortable 2. F and always on time 3. T We offer standard tickets and first-class

tickets 4. F You can make a reservation online 5. T book your tickets in advance to get a

significant reduction on your fare 6. F Many trains have also got a restaurant

2 1. morning 4. food 2. early 5. drinks 3. two 6. total

4

Date:

Station of departure:Time of departure:

Station of destination:

Time of arrival:

Number of passengers:

Type of ticket:

Seats reserved: YES NO

Coach:

Seat(s):

Total cost:

SUPERRAIL

22nd October BirminghamInternational

8.40

9.54

2

standard ticket

E

12 and 13

67

London, Euston


5 a. passenger e. ticket office b. conductor f. ticket machine c. platform g. sleeper compartment d. trolley service h. coach

6 1. e 2. d 3. c 4. f 5. a 6. b

7 1. miss the train 6. make an online booking2. change trains 7. fare 3. buffet service 8. catch the train 4. timetable 9. in advance 5. reserve a seat

15Ordering Foodpage 601 1. The caf offers vegetarian dishes. 2. The caf offers four different types of salad

dressing. 3. The restaurant delivers food 24/7 . 4. Delivery is free if your order costs more than

10. 5. The food is delivered within 40 minutes of

placing the order.

2 1. Lucas 4. 37.50 2. six 5. 2017 3. mushrooms

page 61

4 1. Lucas Street 4. No 2. Six people 5. 37.50

3. Vinaigrette dressing 6. By credit card

Working with Vocabulary5 1. V 3. V 5. V 7. F

2. F 4. F 6. V 8. V/F

6 1. lasagna 6. spaghetti 2. salad dressing 7. tuna 3. cheese 8. roll 4. pizza 9. soup 5. salad 10. sauce

7 1. e 2. f 3. d 4. a 5. c 6. b

8 1. Apples 4. sauce 2. Salad 5. special offer 3. cheese

Your Turn

Female: Jamie, our meeting with the Japanesevisitors will continue till very late thisevening, so Id like you to order some foodfor us to eat at the office.

Jamie: No problem. Theres a great sushi bar round the corner. Would you like me to ask them

to deliver a selection of Japanese food? Female: No, I dont think so. Mr Yamamoto told me

he loves Italian food. Do you know of agood Italian restaurant that has a take-awayservice?

Jamie: Let me think Oh, a friend recentlyrecommended La Piazza.

Female: La Piazza? Never heard of it unless its theItalian restaurant opposite the bank.

Jamie: No, its a new Italian restaurant next to thelibrary.

Female: OK. Lets try it!

Jamie: What shall I order? Pizza? Pasta? Female: I think three pizzas and maybe two salads. Jamie: What about the toppings for the pizzas? Female: Lets have one pizza with tomatoes, another

with mushrooms, and the third hmmm[thinking]

Jamie: Tuna? Female: No lets make it olives. Jamie: And what kind of salads would you like? Female: Well have two chefs salads, with vinaigrette

dressing.

Jamie: OK, Great! What time would you like themto deliver the food?


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Answer Key


Female: The meeting will start at about half past six,so lets say around half past eight.

Male: No problem. Ill call them now.

1. a. Japanese food 2. b. next to the library 3. a. three pizzas and two salads 4. b. olives 5. half past eight

At the Restaurant page 62

1 1. shrimp cocktail 4. three 2. roasted chicken 5. fruit salad 3. grilled salmon, 6. wine

mushroom risotto

2 1. sir 3. mushroom sauce 2. chips 4. water

4 1. T 2. F The customer wants shrimp cocktail as a

starter. 3. F The customer orders salmon. 4. F The customer orders his side dish with

mushroom sauce. 5. F The customer orders water.


5 1. chicken 9. butter 2. pie 10. potato 3. ham 11. chocolate

4. salmon 12. ice cream 5. rice 13. wine 6. orange juice 14. shrimp 7. soft drink 15. cake 8. steak

6 1. b 2. e 3. d 4. a 5. c7 1. grilled 3. fried 2. baked 4. roasted

8 1. butter 3. steak 2. rice 4. salmon

16Searching the Internet page 64

1 1. Paul wants a flight that lands in the morning orearly afternoon on 4th March.

2. Paul wants a hotel in the city centre. 3. Paul wants a hotel with a fitness centre. 4. One of Pauls clients is a vegetarian. 5. One of Pauls clients is mobility challenged. 6. Paul wants to use free images.

2 1. countries 4. problem 2. picture 5. future 3. lost

page 65

4 1. watch sales 3. country 2. keywords 4. history

Working with Vocabulary5 1. keyword 5. history 2. link 6. back up 3. search engine 7. results 4. bookmark

6 1. clip 4. statistics 2. image 5. review 3. blog 6. draft

7 1. c 2. b 3. d 4. e 5. a

Your Turn

Alex: Hi Emma. What are you doing?

Emma: Hi, Alex. Im doing some research for ameeting with the Managing Director on Thursday. Its an important meeting.

Alex: With the Managing Director? What are youresearching?

Emma: Were thinking of selling our toys in Thailand, so Im trying to investigate if its agood idea.

Alex: In Thailand, really? So, what have you foundout so far?

Emma: Here, take a look at these figures. Theyrestatistics about Thailands economy and thesales of toys in the last five years.

Alex: Looks very impressive. Where did you getthese statistics?

Emma: From the Internet. They werent easy tofind, but once I narrowed my search, I wasable to find some good sites with links tothe figures that I was looking for.

Alex: What types of toys are you thinking ofselling there?

Emma: Well, were not sure yet. Im also trying tofind information about Thai culture andchildhood. That will give us more direction.

Alex: My wife has a close friend from Thailand.

Most of her friends family still lives there.Would you like to speak to her about Thaiculture and how they raise children there?

Emma: It might be helpful to interview her. Yes,thats a good idea. Thanks for the offer. Itsalways good to have different sources ofinformation.

1. F 2. T 3. T 4. T 5. F 6. T


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Answer Key


Preparing a Presentationpage 66

1 Slide b: Headings should be upper case Slide c: Images should be high-resolution. Slide e: The maximum number of columns is three.

2 1. hotel 4. guests 2. Arial 5. search 3. interesting

4 1. The new hotel in Cuzco. 2. Arial 3. A photo of a cathedral in the town square in

Cuzco. 4. The image isnt clear. 5. She thinks its a nice idea.


5 1. underline 4. paste 2. bold 5. cut 3. italics 6. copy

6 1. b 2. d 3. a 4. e 5. f 6. c7 1. f 3. g 5. e 7. h

2. b 4. d 6. c 8. a

17 Time Clock Recordspage 68

1 1. Next to the reception desk 2. Every time they enter the building, Every time

they exit the building 3. Inform their department manager when they

arrive at work 4. Submit a request for leave well in advance,

Check that they have accumulated enoughholiday leave

2 1. last week 4. IT 2. Next Monday 5. discuss 3. next month

page 69

4 1. Lily Sims 2. Mrs Brown, Director of Human Resources 3. Barbara Evans 4. Janice 5. Robert

Working with Vocabulary5 1. Full-time 4. clock in 2. reject 5. staff 3. holiday leave 6. submit a request

6 1. weekend 4. time off 2. maternity leave 5. absent, sick note 3. public holidays 6. overtime

7 1. e 2. f 3. a 4. g 5. b 6. d 7. c

Your Turn

Jenny: Mr Collins, have you got a moment togo over the part-time employees hourswith me?

Mr Collins: The part-time employees hours? Sure,Jenny.

Jenny: Before I give this chart to the salariesdepartment, Id like you to check it.

Mr Collins: Certainly . I see Mrs Marcus is stillworking. Isnt she due to go onmaternity leave soon?

Jenny: Yes, she is in about two weeks.Umm theres a problem with Tanya,the new sales rep. Shes come to worklate every day this week.

Mr Collins: Late every day? I see. Well, Ill have totalk to her about that. Weve got a bigproblem with absences and people

coming to work late. Jenny: There have been a lot of absencesrecently because of the flu. Tim Marshallhas just come back after ten days sickleave. Heres his sick note.

Mr Collins: Thank you. Well, this chart looks OK.What about holiday leave? Has anyonesubmitted a request for holiday leave?

Jenny: As a matter of fact, Rachel Forresterand Tony Miller have. Rachel would liketo take two weeks in July.

Mr Collins: Err, OK, I cant see a problem with that. Tell her Ive approved her request.

Jenny: Great! And Tony wants to take a monthin August.

Mr Collins: A month? Im sorry Ill have to rejectthat request. August is a very busymonth in the warehouse. Tell him I cangive him two and a half weeks at themost.

Jenny: OK, Ill tell him that. Mr Collins: Anything else? Jenny: No, thats all for now. Thanks.

1. part-time 4. ten

2. two weeks 5. July 3. late 6. a month

Security Issuespage 70

1 1. T 2. F 3. F 4. T 5. T 2 1. products 4. a computer 2. month 5. find out 3. car park

4 1. c. warehouse 2. a. are definitely

3. b. Mr Gilmore


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Answer Key



5 1. b 2. a 3. e 4. c 5. d6 1. fire extinguisher 4. fire alarm 2. security guard 5. Access 3. property 6. premises

7 1. b 2. f 3. c 4. e 5. d 6. a8 1. a. Its the fire alarm! 2. b. So, does a security guard stand at the

entrance to the warehouse? 3. b. Why? Is it company property? 4. a. Did you see any suspicious activity? 5. a. Are you worried that visitors might steal

something?

18At the Bankpage 72

1 1. F 2. DS 3. T 4. DS 5. F2 1. 5273411 4. e-mail 2. yesterday 5. ten 3. Greece 6. two

4 1. current account 4. bank details 2. 3,000 in cheques 5. more cheque books 3. partners in Greece


5 1. b 3. a 5. h 7. f2. e 4. g 6. c 8. d

6 1. business account 4. partner 2. current account 5. signature 3. loan

7 1. g 3. e 5. a 7. b2. c 4. h 6. d 8. f

Your Turn

Mr Lawson: Hello, Cathy. This is Frederick Lawson,the Director of Finance at IceElectronics. How was your holiday in

Tuscany? Cathy: Good morning, Mr Lawson. It was

wonderful, thank you. Tuscany is sobeautiful and relaxing.

Mr Lawson: Yes, I know. Its one of my favouriteholiday destinations. In fact, Ive alreadybeen there three times.

Cathy: Really? Thats great. So, how can I helpyou today, Mr Lawson?

Mr Lawson: Id like to make a bank transfer, please.

Cathy: Certainly. May I have your accountdetails?

Mr Lawson: Sure, Ice Electronics account numberis 203-32675.

Cathy: 20332675 yes, Ive got it. Whowould you like to transfer the money to?

Mr Lawson: To a company called Star Computers. Cathy: Star Computers can you please give

me their account details? Mr Lawson: Their account is with the Southfield

Branch of Brinkleys Bank. The bank

number is 135 and the branch numberis 43.

Cathy: OK. Star Computers at Brinkleys Bank,bank number 135, branch number 43 OK and whats the accountnumber?

Mr Lawson: The account number is 109-57358. Cathy: 109-57358. Is that correct Mr Lawson? Mr Lawson: Yes it is, Cathy. Cathy: Good. How much money would you

like to transfer? Mr Lawson: 23,470.

Cathy: 23,470. OK. Ill make the transferimmediately.

Mr Lawson: Thank you very much, Cathy. Have anice day.

Cathy: You too, Mr Lawson.

Ice Electronics

Transfer from:

Account holder:

Account number:

Transfer to:

Account holder:

Bank name:

Bank number:

Branch number:

Account number:

Amount to be transferred:

BANK TRANSFER FORM

203-32675

Star Computers

Brinkleys Bank

135

43

109-57358

23,470

Banking Issuespage 74

1 1. Angela Phillips, Account Manager, TenInternational Bank

2. Mr Bates, Peggy Sue Clothing 3. Because the company has a negative bank

balance 4. 15,000 5. The bank wont honour them 6. That Mr Bates arranges a meeting with the

branch manager to review their credit limit

2 1. details 4. apologise 2. computer 5. size 3. correct


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Answer Key


page 75

4 1. Greenview Imports bought Canadian dollars on3rd July.

2. The bank gave Greenview Imports 1.35Canadian dollars for every euro.

3. The bank will correct the error that was made. 4. The commission for exchanging foreign currency

depends on the size of the transaction.

Working with Vocabulary5 1. d 2. a 3. b 4. c6 1. foreign currency 3. exchange rate 2. credit limit 4. standing order

7 1. sum 4. convert 2. honour 5. reviewed 3. commission

8 1. a. better 4. b. examine 2. a. buy 5. a. your bank balance

3. a. deposit money9 Country Currency

England pound sterling

South Africa rand

Mexico peso

China yuan

India rupee

Canada dollar

Spain euro

Russia rouble

19Applying for a Jobpage 76

1 1. F ability to work under pressure 2. F working with various heads of department 3. T scheduling meetings and providing logistical

support 4. T working with partners and customers abroad 5. T previous experience in office administration 6. F advanced typing and computer skills 7. F ability to work in a team 8. F fluent in at least one of the following

languages

2 1. Pleased 3. junior 2. two 4. people

page 774 1. Sylvia Cole is the Director of Human Resources

of the company. 2. Glen Simpson finished secondary school .

3. He worked for two years at Greens Electronics. 4. He loved his job. 5. Glen left his job because the company closed .

Working with Vocabulary5 1. team 2. educational background 3. abroad 4. under pressure 5. advanced 6. fluent

7. experience 8. logistical support 9. secondary school, vocational course

6 hard-working lazy outgoing shy confident insecure nervous relaxed

7 1. knowledgeable 5. shy 2. professional 6. nervous 3. organised 7. responsible 4. hard-working

Your Turn

Welcome to Radio NSF. Today we have some tips onhow to prepare for a successful job interview.

First of all, be on time. This is very important. Arrivinglate makes a very bad impression.

Second, dress professionally. Dont wear the sameclothes that you wear to hang out with your friends.Its important to make a good first impression.

Third, answer questions clearly and politely. Dont justsay yes or no. Give examples.

Fourth, bring a copy of your CV and any otherrelevant documents. Make sure all your documentsare well organised in one folder.

Finally, practise. Make a list of the questions aninterviewer might ask. With a friend, practise askingand answering the questions.

Everyone gets at least a little nervous before aninterview. Its quite natural. If you follow these tips,you will feel confident during your interview and willhopefully get the job. Oh and one last tip dontforget to smile!

1. 2. 4. 6. 7. 8.

Interviewingpage 78

1 1. Manchester 2. No 3. Word, Excel, PowerPoint 4. English and Spanish 5. One

2 1. come in 4. factory 2. details 5. first year 3. no problem 6. next Monday

4 1. d 2. b 3. a 4. e 5. c


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Answer Key



5 1. hire 6. shift work 2. fire 7. uniform 3. permanent 8. health insurance 4. temporary 9. retirement benefits 5. schedule 10. starting salary

6 Accept all logical answers.7 1. c 2. b 3. a 4. d8 1. a. No, I dont want to do shift work. 2. b. Were they temporary workers? 3. a. Hes also a fast learner! 4. b. Well, at least the work isnt hard and the

schedule is fair. 5. a. Yes, shes really good at multitasking.

20

Preparing a CVpage 80

1 Janet Five Adam Yes Alice Yes Diane Yes Bruce Only if they are relevant to the job

2 1. Work experience 4. Education 2. Personal details 5. Skills 3. Personal details


3 1. a. I hope to be a senior administrative assistant. 2. b. 20th May, 1993 3. a. Im fluent in German and Russian. 4. b. I work as a computer programmer. 5. a. Yes, I know Word and Excel. 6. b. Yes, they are listed on my CV. 7. b. Include your address and phone number. 8. a. I receive visitors, answer phone calls and

schedule meetings.

4 Personal Details Educationmarried graduate

single certificate

gender Bachelors degree

male formal training

divorced

female

marital status

5 1. single, divorced 2. formal training

3. Bachelors degree 4. personal details 5. current job 6. foreign language

Your Turn

Male: Please tell me about your current job as asenior administrative assistant.

Female: I work at the head office of RightpriceSupermarkets.

Male: I see. According to your CV, youve beenthere for two years.

Female: Thats correct. Male: OK. It says here that you work closely with

the Managing Director, that you organisehis meetings and travel arrangements andkeep track of employees working hours. Ican see you play a very important role inthe companys administration. What abouthandling mail?

Female: Actually, I dont deal with the mail. The junior administrative assistants do that, butI did it in the past, when I worked at

FastTalk Telephone Company. Male: I see that after you graduated fromsecondary school, you took a vocationalcourse in office administration.

Female: Yes, and I specialised in accounting. Male: Im sure thatll help you with your work

here and I see that youre studying for aBachelors Degree in accounting, too.

Female: Yes, thats why I can only work part-time atthe moment.

Male: Yes, I see. Well, we often hire people withgood qualifications to work part-time, sothat wont be a problem, but it can get verybusy here at times. How do you workunder pressure?

Female: I work very well under pressure. Im veryorganised and I believe that helps!

Male: Great! Thank you for coming. Well be intouch with you shortly regarding our finaldecision.

1. a. two years 2. b. Managing Director 3. a. has got 4. b. vocational course in office administration 5. a. part-time

Writing a CVpage 82

1 1. b. to say what job a person is applying for 2. c. to give information about a persons

qualifications for a job 3. c. repairing the photocopier


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21

Answer Key


page 83

2 1. Mrs Dewar 2. In the careers section of the Meadowbridge

Daily News 3. 26th August, 1994 4. King Alfreds Business School, and

Meadowbridge Secondary School

5. Yes 6. Two

3 1. his home address 2. a reference from a place where he worked

Writing Guidepage 98

Unit 1 A business card1 1. Thomas Ward 2. Managing Director

3. 015578-9754110 4. 35 Queens Lane, Greendale, England

Unit 1 An e-mail introducing yourself 1 1. All employees 2. administrative assistant 3. Cornwall 4. In an engineering company near London

page 99

Unit 2 An e-mail providing directions toa meeting

1 1. 23rd September 2. Globe Tower, 7th floor 3. 7th floor 4. Turn left when you get out of the lift. Its the third

room on the right.

Unit 2 An office plan description1 1. May Sherrington, Director of Human Resources 2. Because she is new to the company 3. To ask any questions 4. On the 6th floor

page 100

Unit 4 An e-mail requesting a quote1 1. Coltraine office 2. Ann Dawson, Head of Administration at Surefire

Motors 3. We would be grateful if you could send us a

quote for the items listed below. 4. Their payment terms and their required delivery

date.

page 101

Unit 5 A cover letter for a fax

1 1. Mr K. Lawson, Blakely Computers 2. Kilburn Mechanics 3. Ms Rose Light 4. 2

page 102

Unit 6 Addressing an envelope1 1. Mr Edward Linder 2. Modern Art Museum 3. Westport 4. WS17 4RP

Unit 9 An e-mail requesting a meeting1 1. the recent sales figures 2. Tuesday, 5th April from 10.00 -2.00 3. First-floor conference room 4. Yes

page 103

Unit 10 An e-mail accepting aninvitation to a meeting

1 1. Janice Brown, Sales Department 2. Yes

3. No 4. Yes if she would send a report on the sales

shes made since the beginning of March.

Unit 10 An e-mail declining aninvitation to a meeting

1 1. Ray Brick, Director of R & D 2. He will be tied up with visitors from the

Japanese office. 3. Wednesday, 6th April 4. The inconvenience

page 104

Unit 11 A letter of complaint1 1. 25 toner cartridges for their printers 2. 56472 3. They only received 13 cartridges and one is

faulty 4. That they should look into the matter.

Unit 11 A response to a letter ofcomplaint

1 1. Jack Osbourne, Customer Service clerk atBarkers Office Supplies

2. From 10th July 3. He sent them 13 toner cartridges by specialdelivery.

4. A 10% discount on their next purchase

page 105

Unit 12 An e-mail requesting theorganisation of travelarrangements

1 1. To meet a client 2. Thursday morning 3. An aisle seat 4. Thursday evening


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Answer Key

page 106

Unit 14 An e-mail asking for helpmaking travel arrangements

1 1. Mid-morning on 15th May 2. The evening of 18th May 3. A compact class manual car

4. The Bluebell HotelUnit 14 An e-mail booking hotel rooms1 1. The bookings office at the Park Hotel 2. Executive suites 3. Suitable for 12 people, available on 16th April 4. No

page 107

Unit 15 An itinerary for a trip1 1. Cape Town 2. Brett Van Rijk is going to pick him up and take

him. 3. The Stormy Bay Restaurant 4. E-tickets, hotel voucher and plan of meetings

page 108

Unit 19 An e-mail requesting jobinformation

1 1. In the Windsor Times of 18th September 2. Yes 3. Yes 4. No