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UNIT 1 I.MEETING PEOPLE

1. Listen to the first conversation and fill in the gaps

Louise Brien. Mr Velazquez, _____ ______ ______ you to Peter

Peter, _______ Epana. Mr Velazquez Peter

______ Mr Velazquez of Telefonica de ______ ______ _________ ________ ________ ________ ___________? ___________?

Louise Peter works for our New York branch. Hes______ _________ international accounts.

2. Put this conversation in the right order. Write numbers in the boxes. Then listen to the second conversation and check your answers.

Thomas Sven Thomas Thomas Sven Ulla

Olsen ?

Yes, I do. How are you, Sven ? Not bad, thanks. Welcome to Oxford. Its nice to see you again. Good. Lets go upstairs and have some coffee. Fine thanks, Thomas. And you ? And you. Do you know my colleague, Sven

Thomas
II.TELEPHONING

Fine. How was your trip ?

3. Listen to the following conversations and answer these questions.

a. Why doesnt the switchboard operator connect the caller immediately? b. What does the woman say shell do? c. What is the women interested in?
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d. Is it essential to arrange for a sale visit from the agent?

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III.COMPANIES * There are three companies: JAL (Japan Airlines), PHILIPS, IBM.

Listen to three people talking about these companies. Which company are they talking about ?

4. Listen to the first speaker again. Make notes on the company.

Employees:......................................................................... Subsidiaries:....................................................................... Turnover:............................................................................ Location of parent company:.............................................. Number of products:........................................................... Joint venture partner:.........................................................

5.Listen to the second speaker again. Complete the notes

30,000,000 _____________a year. Fly to 41 _____________in 25 ___________ _____________. Domestic service has 48_________ and serves 20 _____________. _____________is their number one priority. Currently _____________FANS in their aircraft. FANS are _____________ communications and _____________ air traffic congestion.

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6. Listen to the third speaker again and answer these questions.

1. Whats the companys turnover? 2. How many employees are there? 3. Whats happening in the company at the moment? 4. What do the company manufacture and sell ?

7. A manager from BICC describes her company. Listen and complete the organization chart below.
BICC Plc
Construction and Manufacture of the cables

MAIN BUSINESS ACTIVITIES

TURNOVER

(1)

DIVISION

BALFOUR BEATTY
(2) .

BICC CABLES
(3) cables

AUSTRALASIA

(6) CABLES

BICC CABLES (7) .

MAIN BUSINESS ACTIVITIES

Cables, piping, and wholesaling

Medium voltage power cables

Cable products

TURNOVER

1730 m

(4)

(5) .

476 m

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UNIT 2 I. EXCHANGE INFORMATION

1.You are going to hear a sales manager briefing his sales team on this product. Before you listen, label the cycle with the words in the box.
a. seat b. foot straps c. handle e. handle bar bars grips e. speed and distance meter

Listen and complete the specifications

Listen again and complete these sentences.

The AC4 was very successful _____________. The AC4 is popular with _____________. The AC4 doesnt sell well in _____________. The AC5 is designed for _____________. The AC5 is suitable for _____________. The special feature of the AC5 is that its _____________.

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II. COMPANY VISITS

2.You are going to hear a Manager at Peugeot Talbots car assembly plant showing some visitors round. While you listen, number the paragraphs in the right order.

Fitting the windscreen. Testing the brakes. Hanging the doors. Fitting the mechanical components. Testing the car on the track. Constructing the car body. Fitting the wheels. Painting the body. Constructing the chassis.

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III.JOBS AND RESPONSIBILITIES

.3. Schering is an international company engaged in agricultural and pharmaceutical activities. The French pharmaceutical subsidiary has recently changed its organizational structure. Listen to a manager describe the new structure to some colleagues from other parts of the organization and complete the organization chart.

General Manager (Pharmaceutical Division, France) Strategic Coordination Director

General Manager (Development and Marketing)

Financial Director

Pharmaceu tical Director

Commercial Director

Medical Director

Unit Director (1)

Unit Director (2)

Unit Director (3)

3 Work Groups

4 Work Groups

Export Management

Listen again and answer these questions

a. Which person on the chart made the presentation? b. Who does he report to? c. What are the Unit Directors responsibilities for? d. What three advantages of the work groups does he mention?

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IV. TELEPHONING TO MAKE ARRANGEMENTS

4.You are going to hear three telephone calls about the itinerary below. Listen and make any necessary changes

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UNIT 3 I. ORGANIZATIONS

1. Listen to the description of the companys activities and complete the pie chart and notes with the correct figures.
Turnover FFr (bn) % Consumer and Salons Perfumes and Beauty Synthelabo Activities Cosmetics Other activities

. Listen again and complete these extracts from the presentation. Use one word per space
a. b. c. We have production .............................. , .............................. and .............................. in all five continents. the largest part of our .............................. comes from Consumer and Salons activities. Here we have an exceptional .............................. of prestigious ..............................which includes Lancome, Helena Rubenstein, and Biotherm. this division has dual objectives: firstly to develop new, technically- advanced cosmetics, and secondly to ......................our close relationships with pharmacists a key .............................. of ............................... Synthelabo is making .............................. in the treatment of central nervous system disorders at the moment, and it will become a world ..............................in this .............................. in the future. we ..............................a major ..............................in the MarieClaire publishing group

d.

e.

f.

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II. GROWTH AND DEVELOPMENT

2 .Fifty per cent of all the PC software sold in Japan is distributed through SOFTBANK. Listen to a SOFTBANK manager talking about the growth and development of his company and answer these questions.
a. He mentions three product areas that have shown strong growth. Number them in the order they took off.

Business application Networking Games

b. He talks about the development of the computer magazine business. Number these events in the order they happened.

They decided to take a gamble. The magazines didnt sell. The magazines sold out in three days. They set up the publishing division. They set up the distribution business. They changed the layout of the magazines. They launched two magazines. They advertised the magazines on TV.
.Listen again and answer these questions
How long has SOFTBANK been in business? What networking products does he mention? How many computer magazines did they publish last month? When did they set up the publishing division? Why didnt they close it down when it wasnt successful?

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III. TELEPHONING TO EXCHANGE INFORMATION 3.You are going to hear two people talking about this invoice. Listen to their conversation and circle the items the Spanish manager queries. Make a note of any necessary changes.

Crawley Electronics
Crawley House, Brentford Road, Hayes, Middlesex HA7 491 Telephone 081 848 7291 Fax: 081 561 8429

Invoice No. 89925 Account No. 4/7482 Date 21.4.19--

Invoice to: Mr Torren Mondano Autorecambios Torrejon, S.A. c/ Cervantes, s/n 2850 Torrejon de Ardoz Madrid SPAIN Description Unit cost 1.46 1.67 0.54 0.67 Total cost 438.00 1336.00 270.00 2010.00

Qty 300 800 500 300 0

Ref. No. R/296 G/978 P/341 P/541

Rexibond insulated terminal Rapidex plugs 6.35mm Posilock pins Posilock connectors 4.75mm

Total goods: 4054.00 Less discount @ 8%: 324.32 Total: 38729.68 Terms: net cash within 30 days.

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.Now listen again and complete these extracts from the presentation
Extract 1: A. Ive only received one so far. Could you tell me when.................? B. On the twenty-first. A. And do you know Rapidex plugs? ....................... the

B. Yes, 800, reference number G978. Extract 2 : A. Now the next thing is the Posilock connectors. B. They were in the first shipment,............ ..on the 17th. A. Yes, theyve arrived, but we ordered 3,500, not 3000. B. Oh dear. I dont know......................................................................... .Well send the rest immediately. ..........................? A. Yes. I also wanted a word about our discount.......................... .. when I placed the order said we might be able to have 10%, not 8%. B. Im afraid Im not authorized to change it. Mrs Cusimanos the person.......................,and Im afraid shes not here at the moment. A. Have you any idea..................................................?

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UNIT 4 I.REPORTING ON PROGRESS

. 1.What do you think this chart refers to ? What could the symbols represent? Now listen to some managers discussing the schedule of a project and see if you were right.
Find out 1.What events the symbols represent? 2 What week it is now? 3 How they change the schedule?
DESCRIPTION

1
OFF-SITE PREPARATION ON SITE PREPARATION INSTALLATION AND TESTS PERSONNEL

MASTER PROJECT SCHEDULE WEEK NUMBER 3 4 5 6 7 8 9 1 1 0 1

site preparation

1 2

1 3

1 4

1 5

FEASIBILITY STUDY

installati on

tests

RECRUIT OPERATORS

TRAIN OPERATORS

SYMBOLS = = PLC. =

JOB NO. 410/BA/944

COMPANY NAME INDEX ENGINEERING

Listen again and answer these questions

1.What did the suppliers guarantee? 2. What did they do on schedule? 3.Whose fault is the delay? 4.What is happening with the operators at the moment? 5.What cant the company risk doing?

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II.COMPARING OPTIONS

2.Listen to two managers discussing price estimates. Complete the missing information on the form.

PRINT ESTIMATE
To: Catherine Parker Type: 4-colour catalogue Div: Mailings Extent: pages Date: 26 July Quantity: 50,000

FIXED COSTS C4 Composition and proofs 1 A4 Corrections allowance @ 2 20% I44 Litho origination J46 Jack/cover origination TOTAL FIXED COSTS per copy VARIABLE COSTS PP67 Paper, printing and binding T70 Freight TOTAL VARIABLE COSTS per copy TOTAL PRODUCTION COSTS per copy DELIVERY TIMES RATE OF EXCHANGE

9,200 1,840 33,120 400 44,560 0.89 Hong Kong 77,886 Europe 89,569

81,386 1.63 125,946 weeks 1=HK$ 9

90,569 1.81 135,12 weeks

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III. ORGANIZATION

3.Listen to an American businessman comparing the differences in management styles between the USA and Saudi Arabia. Answer the questions below as if you were
- from Saudi Arabia - from the USA * Then write a brief summary of management styles in each country, and compare them to your own country.

Saudi Arabia 1. What is the power distance in your country? 2. How idealistic are you about your managers? 3. Does your culture affect the way you do business? 4. How important is punctuality? 5. How quickly is business usually done? 6. Is your organization people- or task oriented? IV.PRODUCTS

USA

Look at the diagram which illustrates the process of paper recycling. In pairs, briefly describe what you imagine happens at each stage in the process. What is sorted out in stage 2? What contaminants are removed in stage 6?

4.An engineer is describing the recycling process. The stages are not in the correct order. Listen, and insert the letter for each stage next to the appropriate number .

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UNIT 5 I. WORK TO LIVE, LIVE TO WORK Changing attitudes 1. Look at the photo and read the caption -How do you think they are ? -How do you think they make so much money ? -By doing a regular job, or working for themselves ? -Do you think more people will have their own businesses in the future ? 2. Two people are talking about the results of a survey into young peoples attitudes towards work. 1. Listen to part A. Decide whether the following are True (T) or False (F). a. 2,500 people were questioned. . b. They were under twenty- five c. More young people are working in traditional jobs. d. There are fewer secure jobs now .. Listen to part B. a. What are young people doing instead of going into traditional employment ? b. What kinds of business are they going into ? c. What effect are changing attitudes among young people having upon established companies ? 3.In your opinion, what are the advantages and disadvantages of being self- employed? 4.Listen to a personnel officer talking about the dos and dont of writing CVs. 2.Make notes on the following points. Topic a b c d e Personal details Education Qualifications Work experience Photographs Do t Don

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How useful is her advice? Are there any major differences between your country and Britain?

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II. COMPANY CULTURE. Managing differently 1 A survey conducted by the Gallup Organization discovered that twentyfour per cent of US workers would fire their boss if they had the chance. What would the results be for your country ? 2. Read this information Empowerment. In many companies and organizations, employees do only what they expect to do, and are expected to do, within their level of hierarchy. However, there are now a number of organizations around the world that have adopted different management styles in order to empower their employees. This means that they encourage individuals to use their own initiative and to play an active role in the success of the organization. 3. You are going to hear about two companies which have empowered their employees. 3.1 Before you listen, can you think of ways that companies could do this ?

3.Listen and decide if these statements are True (T) or False (F).
a. Semler started the company himself b. Semler gave control to the managers c. The company does not have a hierarchy of levels.. d. There is a new CEO every three years e. Everyone is responsible for their own secretarial work.. f. Workers can elect their managers.. g. Semler decides on the number of working hours and pay.. h. Semler feels that people become more responsible when they make the decisions..

Continue listening about St Lukes advertising agency and answer the following questions.
a. How many people work at St Lukes ? b. Who are Andy Law and David Abrahams ? c. Who makes most of the management decisions ? d. How did Abrahams and Law prepare their staff to accept more responsibility ? e. What do companies need to do for empowerment to be successful?

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3.2 Work in groups and discuss these questions. 1. How practical do you think these ideas would be in your country and culture ? 2. What do you think the advantages are of working in organizations like Semco or St Lukes ? 3.What are the advantages of working in a traditional company hierarchy ? 4.You are going to listen two conversations about a personnel problem. 4.1. Before you listen, match the phrasal verbs in the box to a-d below. To get on with ( someone) through Sort ( something) out talk (something) take over from (someone)

a. to replace. b. find a solution c. to discuss.. d. to have a satisfactory relationship 4.2. Gina Foyle (33) has just taken over from Mick Pemberton (51) as Marketing Director. She has inherited Micks secretary Lorraine Grey (25).What kind of problems could you predict ?

4.Listen to part A , a conversation between Lorraine and colleague, to find out :

a what Lorraines problem is. b what advice Lorrainces colleague gives her.

Listen to part B, a conversation between Gina and the Personnel Manager, to find out:
a. what Ginas problem is b. what advice the Personnel Manager gives Gina. 4.3 What do you think Gina and Lorraine should do to sort out their problems ?

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UNIT 6 I.FREE TO TRADE The benefits of free trade *You are going to hear an economist talking about free trade. 1. Look at the list. Tick ( ) the items you think he will mention in support of free trade. Free trade. a. allows people to export their goods b. stimulates competition. c. allow companies to grow.. d. promotes world peace and understanding. e. encourages travel. f. keeps prices down. g. creates wealth

1. Listen to part A and check.

2. Read the information in the box below. What comparative advantages does your own country have ?
Comparative advantage An economic theory which claims that all countries will be better off if each of them concentrates on doing the things it does best. For example, a country that produces cotton and cotton textiles efficiently and cheaply should concentrate on this.

Now listen to part B and make notes.

a. What two examples of comparative advantage are given ? b. How can countries without clear or natural comparative advantages succeed ? c. What country is a good example of this ?

.Listen to part C and complete this summary about protectionism.

Protectionism is justified for developing countries when they want to start (a) . This helps them become less dependent on (b) and this is good for the countrys (c). ..Protectionism even justified for developed countries when they have problems with (d).., for example, when aggressive competitors (e).. The competitor doesnt make (f).. but it (g).. * Does your country belong to a free trade area such as the EU ? If so, what benefits and disadvantages has membership brought you ? II.SHOPPING AROUND.

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Vijay is talking to Magda, a librarian at the college where he teaches.

2.Listen to part A a. What does Vijay ask Magda to help him with ? b. Does Vijay know the authors name? c. Tick () the name of the book that Vijay wants to order. Getting Your First Job. Getting Your Next Job Netting Your First Job.. d. What does Magda offer to demonstrate?
* Before you listen to part B, try to match the words in the box to the definition below. Online mouse password checkout Favorites shopping basket click cursor a. a list that you can use for quick access to websites you visit regularly.. b. you do this to select an item.. c. where you go to pay for the items you want to buy.. d. the flashing line which indicates your position on the screen e. a device that you use to control movement around the screen and to select items f. a secret word that gives you permission to do something g. where you keep a list of the things you want to buy h. connected to the Internet

Listen to part B and say if the following are true (T) or false (F) a. Magda has ordered books from Orinoco before.. b. Vijay types in the authors name.. c. They check the details at the checkout.. d. Vijay types in the password..
III.COMMUNICATION

3.Listen to this Japanese businesswoman explaining how Japanese business people would have interpreted the Americans performance.
1. Does she note the same mistakes as you did? And for the same reasons? 2. What other kinds of misunderstandings can arise in cross-cultural communication? How can they be resolved?

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3. What problems are involved in translating documents and in the use of interpreters? UNIT 7 I.THE ROLE OF MARKETING Portfolio Analysis

1.Listen to the extract from the consultants presentation and fill in the gaps
Id like to analyze our .................... in terms of market growth and ..................... This will help us to formulate strategies to meet our customers needs in the next ten years. So, Im going to divide my .................... into three parts. Firstly an analysis of our main business areas, secondly, our objectives for these business areas, and finally strategies to achieve these objectives. Right, to start with the ..................... If you look at this chart, youll see market growth rate on the vertical axis- this is an index of market attractiveness. And then on the horizontal axis relative market share broadly broken down into high and low. Now, as you can see the chart is divided into four quadrants. Lets start with the bottom left ..................... Here we have our ...................., as we have had for many years, the XT2500. We still have nearly 25 per cent market share of mainframe market and, as a result, nearly 50 per cent of our .................... are generated by sales of this product. So, lets move on to the next quadrant - here in the bottom right, we are in the process of phasing out the XT 380, our mini system . Clearly we cant expect any further growth in this area, given the declining growth and ..................... Right, lets move on up to the top haft of the matrix. Here in the top right quadrant weve got our new XT 25B the micro targeted at the ..................... Basically, as you know, despite ...................., we have failed to build up any significant share of this market. However, on the other hand, we mustnt forget that this is one of the fastest growing sectors of the market. Thats why we can rightly call this a question mark product. Finally and fortunately we still have our star, here in the top lefthand quadrant the XT 25, launched three years ago and still .................... very well in the small business user market. Right, that brings me to the second part of my presentation. What Id like to do now is to present the .................... for these four products. Firstly, the XT2500 our .................... here should be to hold market share for at least the next ..................... The fate of the XT380 has already been decided we aim to phase it out in the next two years.
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Much more important is what we plan to do about the other two products. I feel strongly that we must aim to build on the very small market share presently held by the XT25B. As Ive already pointed out, this is the fastest .................... market and we must increase our presence in it. Finally our star, I think we should be looking to further increase the share of the XT25 and Ill come to how I think we can achieve this in a minute. Right, are there any questions before I go on the more detailed strategies to .................... these objectives. II. PRODUCTS Product life cycle

2.Listen to the product manager present the sales and profits achieved by her product. Answer the following questions:
1. 2. 3. 4. How does the product manager divide her presentation? Why did the company make a loss of $4 million in 1978? Why did profits decline in the period 1985 to 1988? What does she mean by a premium price for the AZ 1000?

III. BUYER BEHAVIOUR AND MARKET SEGMENT Product line decisions

3.Listen to the presentation given by the managing director of the training organization.
Answer the questions 1. 2. 3. 4. 5. Has the language training developed over the years? What is the difference between a public and a company seminar? How many major communication skills areas do they cover? What did they develop two years ago? Do you think information technology training would be consistent with their existing product mix?

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UNIT 8 I.TURN OVER TROUBLE 1.Look at the incomplete dialogue below. Listen to the conversation on the cassette and complete the script The Managing Director (MD) of Proteus ( Manara) is explaining the situation to the new accountant (A) : Acc: So youre a .....................of the Proteus .....................which is ..................... ....................Birmingham ? MD: Thats right. Were a ..................... .....................and our .....................are quoted on the London ..................... ..................... Acc: You must be doing well. I see the ..................... .....................shows a 20per cent .....................in .....................! MD: Thats true but we also had a .....................in our ........................................... Acc: Oh, I see. Can you explain how that happened ? MD: Im not sure. You see, despite the .....................our .....................to Eastern Europe ...................... Acc: So income from sales should have risen. MD : Yes, but we only .....................sales by .....................the price of our main product. So our..................... ..................... ..................... from 31 percent to 14 percent of sales. Acc: So your income from ..................... ..................... but your profit .....................! MD: I know. We hoped to make them rise by ..................... sales of other .....................and..................... our..................... ..................... ..................... . But we had to ..................... a price ..................... by one of our ..................... and this ..................... our ..................... on our other products by 2 per cent. Now our ..................... ..................... has ...................... II. A QUESTION FIGURES 2. Listen to the conversation and complete the script. The Proteus managing director discuss about the financial controller early in 1995

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FC : Now in last years figures, there was a 20 per cent ..................... ..................... ..................... ..................... . The worst increase was in ..................... ..................... paid to the bank because of government stupidity in ..................... interest rates. MD: Then, of course, ..................... went up, but ..................... ..................... seven and a half ..................... ..................... . FC: Yes, these ..................... wouldnt have been so bad but for the large ..................... ...................... These, together with the ..................... .....................in ..................... ..................... and factory ..................... ....................., .....................the total cost of sales by ..................... ..................... ...................... MD: This meant our ..................... ..................... ..................... ..................... to only 27 per cent of sales. And the ........... .. ..rose to $2,333,000, an increase of 39 per cent ..................... last years figure. FC: In other words you would have needed an ..................... $633,000 of sales just to ..................... ................. . in your ..................... ......................

3..An accountant explains how to calculate return on capital. Listen and answer the following questions
1. What is one of the purposes of the Balance Sheet? 2. Explain what return on capital is? 3. Why are shareholders interested in the return on capital? 4. What does the capital of a company consist of? 5. If the capital shown on the Balance Sheet of 31.12.93 was M$ 780,000 and the capital shown on the Balance Sheet of 31.12.94 was M$ 792,000 and the net profit after tax was M$ 12,000, what was the return on capital for 1993-1994? III. How much does it cost ?

4.Listen to the conversation on the cassette which practises the vocabulary introduced in the Profit and Loss Account, then complete the tape script
It is July 1995. The Financial Controller is again discussing the financial position of the company with the Managing Director. The Production Manager is also present. FC: .so overall of ..................... ..................... ....................... the results ................... of 1995 are
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better than they were for the whole of 1994. Mind you, to make 2.2 percent pre-tax profit on sales is ..................... ..................... ..................... and we are below the 1995 Plan. MD: Yes. That doesnt make it any better. FC: The ..................... ..................... is that the net profit for the twelve months of 1995 will be ....... ........ ...... , better than the 1994 figure, but ..................... ..................... ..................... ..................... ................... .. ..................... 1993.

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One good sign for the second six months is that ..................... ..................... and ..................... ..................... are down MD: So what are the main problem areas? FC: Well, the main one is the ..................... ..................... ..................... ..................... of the Energy Saver, which is depressing profits. I must say that from the purely ..................... point of view, unless we can improve its sales and ..................... ....................., it would be better to consider discontinuing this product. MD: Well, you know what the answer is to that: its the Proteus groups policy to increase ..................... ..................... of the Energy Saver, so theres no question of dropping it FC: Well, I feel MD: As a matter of fact Ive got a copy of the latest. Head Office directive dealing with Protocap. You can read it in your own office. Youll see that our main task is to .......................................... and values of the Protocap and reduce ..................... ...................... On the other hand, I have already discussed the problem of increasing total sales value with the Marketing Manager. Its clear we cant raise prices because our competitors ..................... are already 2 per cent below our ..................... prices are already 2 per cent below our price in most ...................... FC: So our problem is how to boost sales and costs. Any problems in the production area?

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UNIT 9 I.MANAGERS ROLE

1.Listen to the following conversation, which take place at a conference.

Dialogue BRIAN JOAN BRIAN JOAN How do you do ? My names Brian Robinson. How do you do ? Im Joan Knight Who do you work for then ? Im with the Palmer Reece Group. You may have heard of us. We and . Im the Finance Manager I see. How about you ? I work for a firm of kitchen designers. Kitchen Interiors, were called. We install fitted kitchens, mostly in private houses. Im . Thats interesting. Where are you based ? office is in Colchester. Weve got all over the country. Wheres your head office ? Were in Midlands. In Leicester, actually. But I work in our London office. Have you been with your company long ? Fairly long. Ive worked for them for five years now. Before that, I was a a . I must say I prefer what Im doing now. You get out and meet all kinds of people. And I enjoy all the driving too. You companys pretty big, isnt it ? Mm. Id say so. Our almost 50m. And weve got a of over 1,000. Yes were big My firms much smaller. Our turnovers round about 5m How about staff ? Oh, about seventy or eighty people full - time staff, that is. Were a company, by the way. Still . But I reckon well go public in few years time Really ? Your firm must be doing well. Were a , of course. We have been for the last thirty years

BRIAN JOAN BRIAN

JOAN BRIAN

JOAN BRIAN

JOAN BRIAN JOAN BRIAN

JOAN

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BRIAN Ah, I thought Id noticed your firms name when I was looking at the share prices recently in the newspaper.

2.Listen to the following conversation and complete the sentences below ( You may wish to make notes as you listen)
1. Mervyn is not satisfied with Peter Martins work because........... ......................................................................................................... 2. Brian is extremely surprised when Mervyn tells him about Peter Martin because ........................................................................... .........................................................................................................

3.Continue listening the following conversation and fill in the gaps

1.Peter Martins problem is that ...................................................... ......................................................................................................... 2.Brian telephones the Chief Personnel Officer to .......................... .........................................................................................................

Listen again and fill in the gaps in these sentences from the three conversations.
1. Hes been here almost three months now, so his s almost over. 2. I cant really my. on it. 3. He ought to be able to cope. It should be a.. of for him. 4. Weve got to to the ..of this. 5. How are you .., Peter ? 6. To tell the truth, I dont very well with the others. 7. The works interesting - right .my . really. 8. No, theres nothing we can do about it, nothing at all. Hes. his.. *In pairs, discuss the meaning of the words and phrases above

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II. THE QUALITY OF WORKING LIFE 4..Listen to the following conversation and complete the minutes below, in note form. ELM ELECTRONICS Minutes of Senior Management Meeting 2 / 4/ 88 - 11-30 Subject : .. Present: Don Aiken, Patricia White, Jonathan Laidlaw , William Cooper _________________________________________________________________ D.A. Wanted to know if the staff were happy and if not, what could be done about it? P.W thought that morale was very low at present. Some people were worried that . J.L pointed out another problem affecting morale. D.A added that last year the company lost because of W.C reminded us that in his department . P,W suggestedwith questions such as W.C agreed with P.W. He said it would show that management were
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concerned about staff feelings and problems - so it would be good for morale. J.L . also liked P.Ws idea, but stressed that..If not D.A noted J.Ls point and said that we must bear it in mind when the survey is prepared.

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5.Listen again and fill in the gaps in these sentences from the conversation. 1 the.., Id say that morales very low at the moment. 2. You., thethat weve just laid off two hundred or so workers ? 3. What are you .Jonathan? 4. Mm. thats for.., I must admit. 5. I think Im. the now, and its not a very pretty one. 6. And you know, I may have .. .the answer. 7. A survey could tell us whats .in this firm. 8.Everybody must feel free to speak the truth, or else the data wont be . ..to us. *In pairs discuss the meaning of phrases and expressions above

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UNIT 10 I. DECISION MAKING 1. Work in groups of two or three. Read the newspaper article below and discuss any problems of vocabulary. TOSHIBA SETS UP MICROWAVE FACTORY IN PLYMOUTH The Japanese manufacturing giant, Toshiba, has just opened a microwave oven plant in Plymouth Devon. The new factory cost just under 3 million and will eventually produce ovens for all of the major European markets. Toshiba say that in its second year it will be producing at least 20.000 units per year. Toshiba are, of course very well known in the Plymouth area, having already established a TV and video facility there. This has shown steady growth since being set up five years ago. This mornings ceremony to mark the opening of microwave plant was remarkably informal. There was just one speech, given by Dr David Owen, the local Member of Parliament. Following the ceremony. Eric Hammond. General Secretary of the Electrical. Electronic telecommunications and Plumbing Union ( EETPU ) spoke about the agreement his union had made with Toshibas management. Both sides had agreed that strikes would only be allowed in exceptional circumstances With regard to Toshibas much publicized system of open management. Mr Hammond explained that there was a Company Advisory Board where employees and managers regularly meet to discuss sales results ,company finances, productivity, quality control etc.. However, only the most senior managers were allowed to see important documents. Toshiba is doing extremely well in Great Britain. Their profits for last year were approximately 200 million. Labor relations are excellent and people obviously enjoy working for the company. Toshibas aim now is to achieve an average growth rate of 30% for its UK companies in the next two years.

1. Now listen to the following extract from a news broadcast about the opening of the Toshiba factory. You will notice that there are several mistakes in the newspaper article. Identify the mistakes made by the writer of the article.
2.Compare your findings with the other members of your group.
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II.THE MANAGEMENT OF TIME

2.Listen to the following conversation and answer the questions below

1. What is Marion unhappy about? 2. Why was last Friday such an important day? 3. What did Marion have to do last Sunday? 4. According to Polly, Gerald is extremely good at planning his time. 5. Note down the things he does to make the most effective use of his time. 1 2 .. 3 4 .. 5

Listen again and identify the phrases or expressions in the conversation which mean the same as the following:
1. Edwards really irritating me! 2. He never seems to have enough time. 3. He wouldnt listen to me. 4. Perhaps I could give Edward some useful pieces of advice? ?

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5. He doesnt postpone them (the important jobs) until later. 6. Gerald never leaves a job until hes finished it. 7. Only a fool would dare to interrupt him then! 8. Hes good at delegating responsibility to subordinates.

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UNIT 11 I. BANK ORGANIZATION 1. You are going too hear Ed Walker, an Assistant Vice President of a large American bank, talking about the structure of his bank to Francoise Caie, a French banker. Before you listen to the conversation, look at these questions which you will answer after you have listened for the first time. Is Ed : a. explaining the banks organizational structure ? b. discussing the banks organizational structure ? Does Ed : a. give a basic outline of the banks organizational structure ? b. Give a detailed analysis of the banks organizational structure ?

1. Now listen to what Ed says about the structure of his bank. As you do so, complete the following organization chart. Firstly, write in the boxes the names of the divisions. Then under the boxes add details of the responsibilities of each of the divisions.
Chairman of the Board

President

Executive Committee

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II. BANK PERFORMANCE 2.Now listen to Kai Larsen describing the organization of the Scandinavian savings bank he works for and fill in the organization chart below. Listen twice if necessary.

.Look at the following extract from Kais description of the savings bank. Work with a partner and note down what you think the speaker says instead of the words in italics. Then listen to the section again and compare your answers with the words Kai actually uses . 1..to understand just what .. we are and that is a

( bank set up to accept deposits from members of the public ) 2..in 1878 ..( set up, established ) 3.In 1980 we ..with the two largest regional savings banks..(joined together) 4.and effectively this now gives us a . to serve the private customer ( system of local offices over the whole country ) 5.Theres a Board of Directors , which is elected by the Board of (people responsible for administering money or property for the benefit of others) 6. to gain access to the ( markets in which there are good profits )

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7..markets dominated by the .. ( banks which offer a wide range of services to the public, to companies and to others organizations) 8..1970..(before) 9 couldnt accept deposits the equivalent of .. (more than) 10..granted an international. of 45 million dollars (loan of money at the debt) a fixed rate of interest, involving a certificate of

11..and which had a ...50 per cent of which. (an entire collection of loans) 12.and expanding worldwide.. (arrangements with banks who acts for each other) 13major investments in terms of (people who work here 14necessary for us to be able to ( increase the range or extent of our operations) 3.

3.You are going to hear Claire Seal, a merchant banker, giving some information about her bank to a small group of professional visitors from abroad. Before you listen to her presentation, look at these questions. Then listen and answer the questions. 1.In this section is Claire talking about income, costs, or both? 2.Is Claire giving figures with or without comment? 3.Was 1990 a good year or a bad year for the bank?
Look at the diagram below which is a copy of the one which Claire refers to. Listen to her presentation again and fill in the blanks under the heading Source of income. 1989 554 m SOURCE OF INCOME 1990 Interes t receive d

64%

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465 m 89 m

Interes t paid Net interes t earnin gs

m 135 m

Other income Total group income

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Listen to the presentation again. Fill in the spaces in the sentences below with the words actually used This diagram gives a very.. . of some of the .relating to our performance in 1990. Well be .these figures again later in . ; but it may be at .to present them and to.. a number of . If we .. in come, ..you .that the total group income to a ..of 150 million , an .of 15 percent on the. year, a.. increase above that of recent years

4. Claire continue her presentation. Listen and fill in the blanks:

USE OF INCOME 1990
42 %

1989 5m 16 m 10 m 135 m

Staff costs Doubtful debt provision Depreciation Other costs Total costs Tax Dividends Total group outgoings

5% 10% 18%

16% 3% 6%

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Listen to the first part of the presentation again. Fill in the spaces in the sentences below with the words actually used This diagram gives a very.. . of some of the .relating to our performance in 1990. Well be .these figures again later in . ; but it may be at .to present them and to.. a number of . If we .. in come, ..you .that the total group income to a ..of 150 million , an .of 15 percent on the. year, a.. increase above that of recent years.

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