新编剑桥商务英语（中级）Module - 8

Module 8

4

1. Seigio wants to take both of the courses because they

Wordlist will help him with his new role.

achieve results databases joint responsibility 2. They disagree on whether online training is as presentation skills action duration key factors role avoid interruption effective lead a project single user coach enroll leader spreadsheets complaint face-to-face meet objectives strengthen/course training negotiating maintain the cross-cultural formulate a network team awareness response power-point team building Expressions Another good reason is... I don't think... It's great because... One advantage is that... One argument against that idea is... One big disadvantage with that is... The other thing (reason) is that... The problem is that... You're right but I also think... 8.1 reading 1 possible reasons -the teacher -the other people on the course -the facilities -the approach / methods -how much it responds to your needs -the extra (lunch, comfort, etc) 2 answers -The people in the first and fourth statement would probably benefit from the effective Leader course because they are both having problems with their staff. -The other people in the second and third statement refer to situations where people are not working well with others. effective as face-to-face training. listening script M=Manager S=Sergio M Come in...oh hello, Sergio. S Hi. Sorry for being late. Someone needed to speak to me. Anyway, I've looked at those courses you suggested doing... M And? S Yes, they both look good. I'm interested in doing both of them. M Good. I thought they might help with your new role. S Yes, well. It involves telling people what to do but I'm also working with other managers too. M OK. So would you like to enroll for both of them? S Yes, but I can't afford to take any more time off this month. I'm already behind. M But these are online. You don't need to go away. S What do you mean? M Online means you train by using the Internet. I think you receive articles to read and you have a tutor who contacts you by email. S Oh, I see. I remember doing something similar by post. I got books to read and had some exercises. M Yes, like that but on the Internet. It's great because you don't have to go away and you arrange things around your work. S The problem is that I'd prefer to have a course with other people in a room. You get lots of new ideas that way. Especially on a course called Team Building. If I do it online, I won't have the opportunity for networking with people. And you can ask the tutor questions. M You're right, but I also think many online courses even have a place where you communicate with other people on the course. S Hmm. But I don't think it is the same. Besides, if I'm working at my desk I always stop to answer the phone or someone asks me to do something. M Well, why not do it from home? S I don't understand... M Take an afternoon off and use your computer from home. That way no one can interrupt you. The other

thing is that if you want to do both courses it's cheaper if you do them online...

5. Answers Online training:

-you don't need to go away

-you arrange things around your work

-you can communicate with other people on the course -you can do it from home -it's cheaper

Face-to-face training:

-you get new ideas from other people on the course -networking

-you can ask the tutor questions

6. Answers

It's great because...

You're right, but I also think... The other thing (reason) is that... The problem is that... I don't think...

-ing form and infinitive grammar 1 Answers 1) for being

2) suggested doing 3) needed to speak

2 Answers 1) doing 2) telling 3) to enroll 4) to take 5) using 6) doing 7) to have 8) networking 9) to answer 10) to do

3 Answers

1) Big difference: A is an invitation to play tennis in the future.

B is a question about the person's general interests. Also point out to students that when they see the verb would in this kind of question, the next verb will be in the infinitive.

2) Little difference. Like can be followed by either form and for these two questions, the answer will be the same.

3) Little difference.

4) Big difference: A refer to the end of a continued activity. B implies that one activity was interrupted in favour of another. 5) Little difference.

4 Answers 1) Would 2) to ask 3) hate

4) recommended 5) prefer extension

I always prefer...

My dream is that one day, I'd like to... One thing I can't stand is...

On my way to work/college today I remembered to... When I was younger I remember...

8.2 reading

1. If the students know each other quite well, they could comment on each other and say if they think their college is a good listener. Extension

Ask students to describe a friend or person at work or their place of study who they consider to be a good listener. Find out why students think this.

2. Students read the article and correct it as they would in Part Five of the reading test. Answers

1 Such 2 That 3 As 4 Correct 5 For 6 To 7 Been 8 On 9 Few 10 By 11 Correct Extension

Discuss the views in the article. Do your students agree that women are better than men at listening? What are the ways the article says you can show you are listening? (By asking questions and reserving feedback for later, avoiding interruption and using certain phrases.) Ask students to suggest language or phrases that they might use in English.

Listening Answers

Conversation 1: Good. The person asks questions and uses encouraging words like \

Conversation 2: Bad. The person interrupts and gives an opinion straightaway.

Conversation 3: Bad. The person says what to do without finding out how the other person feels.

Conversation 4: Good. The person checks and shows understanding.

8.2 Listening script Conversation 1

A So what happened?

B Well, we all went out. We had the restaurant booked for eight. Anyway, everyone seemed to be having a good time, but it all went wrong in the end. A Really?

B We had dinner and then of course they wanted to discuss the final part of the deal. I'd wanted to leave it until the morning but they were keen to finish things off.

A I see. Why do you think that is?

B I guess they were under pressure from their bosses to get a deal and go home...

Conversation 2

A Hello, Grainger and co.

B Hello, I have a problem with a coffee maker that you produce. Can I speak to...

A Sorry, let me just stop you there. Can I have your name first, please? B It's Dana Lund.

A Well, what you need to do, Mr. Lund, is to take it back to the place of the purchase first. We only deal with online purchases...

B But I bought it from your website!

Conversation 3

A So I'm not really sure how I'm going to handle this one. I don't think they really believe I know how to run a project.

B Well of course the answer is simple, isn't it? You just have to let them know that you're the boss. They're paid to listen to you. If they don't like it they can leave. A I know, but I want to work in a good atmosphere where people feel motivated... B I know you do, but can I tell you what I think? I think...

Conversation 4

A OK. So that brings me to the end. Are there any questions?

B Sorry. Let me check I've understood you. A Sure. Go ahead.

B So what you're saying is that we can virtually halve our costs if we restructure in this way. Is that right? A That's right. It won't be pleasant. It will mean job losses but I don't think we have a choice. B Yes. I see what you mean.

A Of course, if anyone has any other ways of approaching this, then let's hear them...

4 Students tick useful expressions to show they're listening. Answers

Let me check I've understood you. So what you're saying is.. Is that right? I see what you mean. That's interesting. I see.

Why do you think that is? Really?

Pronunciation

Ask students to notice the intonation on these expressions from the list: Really? Is that right?

The intonation rises at the end in both cases. Drill and practise this with the class.

5 Play the four conversations again. Students write the number of the conversation (1,2,3 or 4) after each expression. One expression isn't used. Answer

Let me check I've understood you. 4

So what you're saying is... Is that right? 4 Well of course the answer is simple, isn't it? 3 Let me just stop you there... 2 I see what you mean. 4 That's interesting. (not used) I see. 1

Can I tell you what I think? 3

Why do you think that is? 1 Really? 1

Well what you need to do is... 2 Showing you're listening

Speaking

6 Students might want to take a few minutes to make notes on each of the topics. When they start speaking, their partner needs to use phrases to show they're listening.

Extension

To change the format slightly and add some fun, the listening student can decide whether to be a good or bad listener. If they choose to be a bad listener, they can try to interrupt and say what they think all the time. This makes it harder for the speaker but presents them with a very real problem when dealing with a bad listener.

7 Students roleplay the situation they will face in Part Three of the Speaking Test. Explain that even when you aren't speaking, it's important to show you are listening and continue to be active during the conversation.

Afterwards, you can give feedback on their listening skills as well as their performance in dealing with the topic of language training in the exam question. It might be helpful for students to repeat the task with a new partner.

Linking phrases vocabulary

1 This initial task focuses students on the importance of structure in a letter and how to organise the paragraphs. Ask students to find out where the three pieces of information are and to summarise the purpose, what happened and what action is required.

Answers

- The purpose is always in the first paragraph of the letter. In this case the purpose is to complain.

- The explanation of what happened is in the second paragraph where more detail is generally given in a letter to support the first paragraph. In this case, the trainer was late and sessions were delayed. The two members of staff also didn't like the trainer's approach. - The final paragraph should explain the action the sender requires. The sender wants to receive an explanation.

2 Point out to the students that the linking phrases in this section will be useful in all of their business writing, not only letters of complaint. Students categorize the linking phrases from the letter.

Answers

1 Following 2 due to 3 As a result of 4 However 5 Despite 6 In addition to *Note the verb construction that follows this linker.

3 Students complete the sentences. Note that there is more than one possible answer for some sentences.

Answers

1 as a result of / due to / following 2 Furthermore / Moreover 3 However / Nevertheless 4 Despite

5 Furthermore / Moreover

6 Following / As a result / Due to

Responding to a letter of complaint Listening

4 (8.3) Be prepared to play this listening twice as students need plenty of information in order to complete the letter in exercise 5. As a guide, tell students to note particular information such as dates, times and explanations by Fred Perrot.

8.3 Listening script

LF = Le Fevre P = Perrot LF Hello, Fred. It's Jean here. P Hi, Jean.

LF Sorry to bother you but I've just received a letter from a client here. She isn't happy and I need to reply as soon as possible.

P Really? What's the problem?

LF Well, she's referring to a computer course in PowerPoint on the 25th April. Two people from her company Hollers and Fry were on the course.

P I think you mean on the 26th actually. The 25th was a Sunday.

LF Oh, OK. Anyway, you know about it?

P Well, I wasn't here. I was supposed to be but I had to take the day off work because of one of my children - she was sick. My wife was away so as a result I rang in early to see if we could get a replacement trainer. Anyway, we did and he was a little late. However, he's good. I know his work. And we added the lost time on to the end of each of the two days. Is that what they're complaining about?

LF Well, that's one thing. I didn't know you added the time back on. That's useful to know. And it's also because of a room change or something.

P OK. Well, that's because of them sending two people. Despite having told them the course was full and we could only take one of their people they still sent two. So rather than send one of them home we were able to switch training rooms and deal with it.

LF So that sounds like their fault. OK. And this last thing I'm less concerned about. P What's that?

LF Oh, she says my staff inform me that the approach of the trainer was to let participants 'discover' solutions to problems rather than being told what to do.

P I'm sorry, Jean, but I'm always telling our computer trainers to follow a discovery approach. To do less talking and let trainees find out for themselves. And anyway, everyone else always gives us positive feedback because of this approach.

LF I know. I understand. Don't worry. That's all I need to know. I'm sure I can sort it out. Thanks, Fred. P Bye.

5 Students use their notes to complete the letter. If students don't appear to have certain facts, you may need to play the listening again or let them check in the listening script on pages 140-141.

Answers (allow for some variation) 1 the 26th April

2 was unavailable at short notice 3 we had to get a replacement trainer

4 we added the lost time on the end of the two days. 5 your company sent an extra person 6 discovery

7 positive feedback

A letter of complaint writing 6 Students write their letter of complaint based on the notes and then swap roles to play the part of the hotel manager writing a reply. They should use the structure of the two letters in exercises 1 and 5, including any helpful expressions and linking phrases.

Possible answers

Dear Sir or Madam,

Following my recent experience of your hotel, I have decided to send you some feedback in the hope that you can improve your services.

I arrived at reception at 6pm on 7th November to find there was no record of my booking. As a result of this I waited 45 minutes. The following day, my two clients and I were delayed due to the meeting room being double-booked. Eventually we were given another smaller room.

Finally, towels were not changed overnight. Room service explained that this was because of the hotel's environmentally-friendly' policy. While I agree with the sentiment of this policy, I do not think that changing at least one towel is unreasonable.

Despite having been very satisfied with your services in the past I may have to reconsider using your hotel in the future. I would be grateful to hear any comments you have to make in writing. Yours faithfully

Dear M...

Thank you for your recent letter regarding your stay at out hotel. I regret that the experience did not achieve your normal expectations. I have now spoken to the staff involved and as a result I am in a position to comment.

Unfortunately, our online booking system has been undergoing some changes and this may have affected both your booking of a room and the meeting rooms. I apologize for any delays but please note that all our meeting rooms are equipped with the same level of services. With regard to the policy on towels, the hotel feels that it must play its part in working towards helping the environment and so we have recently

considered a number of ways in which to achieve this. However, your comments on the towels will be raised at our next meeting on this policy.

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