Essential Business English | Jeffrey Hill | Skillshare

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

51 Lessons (2h 57m)
    • 1. Course Introduction

      2:43
    • 2. Lesson One — A Television Interview

      3:18
    • 3. Lesson One — A Television Interview (subtitled)

      3:12
    • 4. Lesson One - Language Notes

      4:46
    • 5. Lesson One — Speaking Activities

      4:52
    • 6. Lesson One — Listening Passage

      2:03
    • 7. Lesson Two — The Marketing Meeting

      3:32
    • 8. Lesson Two — The Marketing Meeting (subtitled)

      3:14
    • 9. Lesson Two - Language Notes

      3:04
    • 10. Lesson Two — Speaking Activities

      4:14
    • 11. Lesson Two — Listening Passage

      1:50
    • 12. Lesson Three — The Job Interview

      3:06
    • 13. Lesson Three — The Job Interview (subtitled)

      2:44
    • 14. Lesson Three - Language Notes

      3:58
    • 15. Lesson Three — Speaking Activities

      4:29
    • 16. Lesson Three — Listening Passage

      2:16
    • 17. Lesson Four — A Telephone Call

      2:44
    • 18. Lesson Four — A Telephone Call (subtitled)

      2:58
    • 19. Lesson Four - Language Notes

      3:38
    • 20. Lesson Four — Speaking Activities

      4:15
    • 21. Lesson Four — Listening Passage

      2:39
    • 22. Lesson Five — Making Introductions

      2:50
    • 23. Lesson Five — Making Introductions (subtitled)

      2:34
    • 24. Lesson Five - Language Notes

      4:04
    • 25. Lesson Five — Speaking Activities

      4:10
    • 26. Lesson Five — Listening Passage

      2:08
    • 27. Lesson Six — A Visit to the Warehouse

      3:47
    • 28. Lesson Six — A Visit to the Warehouse (subtitled)

      3:31
    • 29. Lesson Six - Language Notes

      5:12
    • 30. Lesson Six — Speaking Activities

      4:34
    • 31. Lesson Six — Listening Passage

      2:04
    • 32. Lesson Seven — Problems with a Delivery

      3:33
    • 33. Lesson Seven — Problems with a Delivery (subtitled)

      2:53
    • 34. Lesson Seven - Language Notes

      5:20
    • 35. Lesson Seven — Speaking Activities

      4:13
    • 36. Lesson Seven — Listening Passage

      2:02
    • 37. Lesson Eight — The Sales Review

      3:44
    • 38. Lesson Eight — The Sales Review (subtitled)

      3:07
    • 39. Lesson Eight - Language Notes

      4:34
    • 40. Lesson Eight — Speaking Activities

      5:01
    • 41. Lesson Eight — Listening Passage

      2:08
    • 42. Lesson Nine — Scheduling an Appointment

      3:23
    • 43. Lesson Nine — Scheduling an Appointment (subtitled)

      3:01
    • 44. Lesson Nine - Language Notes

      5:13
    • 45. Lesson Nine — Speaking Activities

      4:20
    • 46. Lesson Nine — Listening Passage

      1:38
    • 47. Lesson Ten — Negotiating an Order

      3:08
    • 48. Lesson Ten — Negotiating an Order (subtitled)

      3:00
    • 49. Lesson Ten - Language Notes

      5:02
    • 50. Lesson Ten — Speaking Activities

      4:09
    • 51. Lesson Ten — Listening Passage

      2:56
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About This Class

Do you already have a reasonable command of general English, but want to improve your ability to communicate in business or professional situations? And do so in an effective yet enjoyable way? Then Essential Business English is just the course for you!

Each of the ten lessons begins with a fully animated dialogue, set in a fictional UK fashion company called Chic Boutique. The dialogues present the key language you need to communicate effectively in a wide range of common business situations.

The situations include:

• making a presentation
• participating in a meeting
• speaking on the phone
• negotiating an order
• scheduling an appointment
• taking part in a job interview
 making and dealing with complaints

Each dialogue is presented with and without subtitles, and is complemented by:

• a quiz to test your comprehension
• a listen and repeat activity to help you improve your pronunciation and intonation
• a role play where you will have the opportunity to use the key language in a simulated dialogue
• a series of questions for you to answer about the lesson topic
• a listening comprehension passage related to the topic of the lesson

All the audio material has been recorded by professional voice actors with authentic British or American accents.

Meet Your Teacher

Teacher Profile Image

Jeffrey Hill

English Trainer, Blogger, and Course Creator

Teacher

My name is Jeffrey Hill and I teach English at the EM Normandie Business School in Le Havre, France. Although I've lived in France since 1981, I was born and grew up in Plymouth, in the South West of England.

After obtaining a BA (Hons) degree in Hispanic Studies from Liverpool University, and a PGCE from Sheffield University, I spent two years teaching Spanish. I then obtained a Trinity College Licentiate Diploma in TESOL and worked as an ESL teacher in Spain for two years.

I've been working at the EM Normandie Business School since 1991, teaching general and business English, and preparing students for the TOEIC, TOEFL and IELTS exams. In 2004 I was awarded an MBA from Liverpool University.

In 2004, I started The English Blog, which now has over 9,000 posts and se... See full profile

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Transcripts

1. Course Introduction: Hello and welcome to essential business English, A course for intermediate level learners of English. My name is Jeffrey Hill, and in this course you will learn the language. You need to deal with a range of typical business and professional situations, such as making a presentation, taking part in a job interview and speaking on the phone. The 10 lessons are set in a fictional British fashion chain cooled chic boutique. Each lesson has four separate video components. The animated dialogue introduces the key language. There are two versions of the dialogue, one with subtitles and one without. Could you please tell Mr Morgan our latest shipment has been delayed? Could you please tell Mr Morgan our latest shipment has been delayed? Both versions are followed by a quiz to test your comprehension. The Speaking Activities Video consists off three sections. First, you will practice your pronunciation by repeating the key phrases from the dialogue. I'd like to arrange an appointment with the sales director. Next, there's a role play in which you will have the opportunity to use the key phrases by taking part in a simulated conversation. You've applied for a job as manager. What makes you think you'd be suitable for this position. Four. Well, I've had several years experience of working in the retail sector. And finally, there are some questions for you to answer about. Topics relating to the lesson Question two. If you were going on a business trip abroad, what preparations would you make in the listening passage video, you will hear an article about the topic off the lesson being read aloud. Tactics for dealing with an upset customer over the phone are something that can be learned . Possessing these skills will help make you a very valuable employees. The dialogues and listening passages have been recorded by professional voice actors and feature a variety of accents. So if you'd like to improve your English listening, reading and speaking skills in a business context, boost your grammar and vocabulary. Essential business. English is the course for you. 2. Lesson One — A Television Interview: Good evening and welcome to Business Daily With Me. Kate English On tonight's program we interview Sir Richard Grant, CEO of UK fashion chain Chic Boutique. Good evening, Sir Richard. Good evening. So Richard Chic Boutique recently won the UK Fashion Retailer of the Year award for the second year in a row and has just announced record profits. What is the secret of your success? After all, the fashion industry is a very competitive marketplace. Yes, it is, But I like to think that we offer quality clothes at affordable prices. That's something that customers seems to appreciate. I wonder if you could tell us a bit about the history of the company. Well, chic Boutique was founded by my father in 1985. So we've been selling clothes for over 30 years. You must have seen a lot of changes in that time. Yes, the industry has undergone a dramatic transformation in the past two decades. Fashion has become a global business. You now have more than 100 shops in the UK. Do you have any plans to expand abroad? We're always looking for new opportunities, and there should be some exciting news on that front. very soon we look forward to hearing about it. Thank you, sir. Richard. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. What did Chic Boutique recently win? A. A lot of money. Be an award or c a share of the market. The correct answer is B on award. Question two. What has Chic Boutique just announced? Hey, record profits. Be affordable prices. See quality clothes. The correct answer is a record profits question. Three. When was chic boutique founded Hey two decades ago? B 13 years ago. See in the mid eighties. The correct answer is C. In the mid eighties question. For how many chic boutique shops are there? A 100 Be nearly 100 see over 100. The correct answer is C over 100. 3. Lesson One — A Television Interview (subtitled): Good evening and welcome to Business Daily With Me. Kate English on tonight's program we interview So Richard Grant, CEO of UK fashion chain Chic Boutique Good Evening, Sir Richard Good evening. So Richard Chic Boutique recently won the UK Fashion Retailer of the Year award for the second year in a row and has just announced record profits. What is the secret of your success? After all, the fashion industry is a very competitive marketplace. Yes, it is, but I like to think that we offer quality clothes at affordable prices. That's something that customers seems to appreciate. I wonder if you could tell us a bit about the history of the company. Well, chic Boutique was founded by my father in 1985. So we've been selling clothes for over 30 years. You must have seen a lot of changes in that time. Yes, the industry has undergone a dramatic transformation in the past two decades. Fashion has become a global business. You now have more than 100 shops in the UK. Do you have any plans to expand abroad? We're always looking for new opportunities, and there should be some exciting news on that front. very soon we look forward to hearing about it. Thank you, Sir Richard. Four questions Answer the following multiple choice questions about the scene you have just watched. Question one. What is so Richard grants Job. A UFO of chic boutique B C e O of sheet boutique See CEO of Chic Boutique. The correct answer is C. CEO of Chic Boutique on of course CEO stands for chief executive officer. Question two. What does chic boutique offer? A. High prices for cheap clothes. Be quality clothes at high prices. See quality clothes at affordable prices. The correct answer is C quality clothes at affordable prices. Question three. What has fashion become a a national business? Be a global business. See local business? The correct answer is B a global business. 4. Lesson One - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook. Okay, Let's begin. Tonight's program. We interview Sir Richard Grant. The title cr is used before the name of a man in the UK who has been given an honor called a knighthood. Famous knights includes Sir Paul McCartney and Sir Richard Branson and founder of virgin, CEO of UK fashion chain chic boutique. Ceo is an abbreviation for Chief Executive Officer, the most senior manager in a company. And cook is the CEO of Apple, for example. Uk is an abbreviation for United Kingdom, which consists of four countries, England, Wales, Scotland, and Northern Ireland. Chic boutique recently won the UK fashion retailer of the Year Award. One is the irregular past tense of the verb to win and is pronounced just like the number one. Chic boutique won an award, but you can also win a prize of football match, the lottery, a competition, a war, an argument, and so on. But for the second year in a row, in a row means one after another or in succession. For example, Liverpool lost six games in a row. No rhymes with go here. But it can also be pronounced brow rhyming with now, around is a dispute or an argument and has just announced a record profits. If something has just happened, it happened very recently. You could also use the past simple tense here. Chic boutique just announced record profits. I wonder if you could tell us a bit about the history of the company. I wonder if you could is a polite way of making a request. For example, if the music is too loud in a restaurant, you could say, I wonder if you could turn the music down, please. Chic boutique was founded by my father in 1985. Founded is the regular past participle of the verb, which means to create or start a company. Don't confuse it with the irregular past tense and past participle of the verb to find. For example, he finally found a solution to his problem. So we've been selling clothes for over 30 years. The present perfect continuous tense is used here to describe an action which began in the past and continues up until the present. Note that we say for 30 years duration, but since 1985, a date Over means more than here. You must have seen a lot of changes in that time. Must have with a past participle is used to express a supposition about the past. You can't be really sure, but you suppose something is true. For example, you must have studied very hard to get such a good exam results. Years, the industry has undergone a dramatic transformation in the past two decades. Undergone is the irregular past participle of the verb to undergo. The use of the present perfect tense shows the transformation is recent. Compare this with the industry underwent a transformation in the 1980s, where the past simple tense is needed. You now have more than 100 shops and the UK. You can say more than a 100 or more than 100. But we don't write or one when using figures rather than words. Do you have any plans to expand abroad? Abroad is an adverb meaning two or in a foreign country. For example, she lives abroad. I'm going abroad for my holidays. If a company expands, it gets bigger by entering new markets, for example. And there should be some exciting news on that front very soon. Some is used here because the word news is uncountable, like information or money. Not because it's plural. In fact, the word news is always singular even though it ends ins. For example, we say the news is bad. Instead of saying unused, which is wrong. You can say a piece of news. We look forward to hearing about it. After look forward to, we use a gerund and not an infinitive because two is a preposition here are not part of an infinitive. In fact, you must always use a gerund after a preposition. For example, you succeed by working hard or after leaving school, she went to university. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 5. Lesson One — Speaking Activities: or key phrases. Listen and repeat, the company has just announced record profits. What's the secret of your success? We offer quality clothes at affordable prices. We've been selling clothes for over 30 years. The company was founded by my father in 1985. Fashion has become a global business. Do you have any plans to expand abroad? We're always looking for new opportunities. Role play. Now it's your turn to speak. Imagine that you are the CEO off a shoe manufacturer. A journalist is asking you questions about your company. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer, which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. Could I ask you some questions about your company? What is the secret of your success? We offer quality shoes at affordable prices. How is the company doing currently? Or we recently won an award and have just announced record profits. Could you tell us about the history of the company? Four. The company was founded by my mother in 2000 and one. What changes have you seen since then, War. The shoe industry has become a global business. Do you have any plans to expand abroad? Four. Yes, we're planning to open stores in China and India. Four questions to finish Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. What do you think are the current and future trends in fashion? Question two. How would you describe your own personal fashion style? Question three wants more important for you when it comes to buying clothes quality or price. 6. Lesson One — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PdF workbook for this lesson. The fashion business. We know that clothing is big business, but it may be surprising just how big the fashion industry's contribution to the British economy is. An estimated £26 billion. That's twice the size of the car industries and nearly as big as the contribution from housing, according to the British Fashion Council. It is not just dresses in handbags, but also design and manufacturing that make the sector the largest part off the so called creative industries, which include marketing, advertising and publishing. It's an important part of the service sector that makes up around 4/5 of the economy and services, has powered the economic recovery in the five days of London Fashion Week, about £100 million of orders are placed for that season. 2/3 of the buyers are international. As with many businesses, it's a global market. The fashion industry has taken to social media to reach that market. Burberry live streams, its catwalk show so potential customers can watch online wherever they are. It's a rare £1,000,000,000 British fashion house, and that is due in part toe having a large social media presence that has global reach. It's also a fiercely competitive business where it's hard to stand out unless you're a well known brand. And even then it's easy to fall in and out of fashion. Sorry for the pun. 7. Lesson Two — The Marketing Meeting: Okay, everyone, let's get started. As you know, the object of this meeting is to review our marketing strategy and come up with ideas for the next campaign. Sally, would you like to get the ball rolling? Well, I think our current strategy is too focused on women in the 30 to 45 age range we should be targeting. Our brand is a younger audience. I agree with Sally. Young people are increasingly interested in fashion. So what can we do to reach this target? Alan, do you have any suggestions? What about using social media? Our advertising is mainly based around traditional media, such as print and television. Nobody under 25 reads newspapers anymore. I'm not so sure about that. Fashion magazines and supplements play an important role in our overall marketing mix. Yes, but we need to be using Twitter and Facebook to if we want to increase our market share among millennials. Can I make a suggestion off course? Kevin, why don't we hire a social media manager, someone who could connect with potential customers and promote the chic boutique brand online? That's a good idea. It's certainly something we should consider. I'll bring it up in next week's board meeting, right? I think we've covered everything. I'll send you a copy of the minutes tomorrow, and we can start thinking about the agenda for the next meeting. Thank you, everyone. War Questions Answer the following multiple choice questions about the scene you have just watched. Question one. Which audience are chic boutique currently targeting a young people? Be women aged 30 to 45 c. Nobody under 25. The correct answer is B women aged 30 to 45. Question two. Which advertising media to? They mostly use a print on television. Be social media. See Twitter and Facebook. The correct answer is a print on television. Question three. What will be the social media managers job A. To attend board meetings be to attract younger customers. See to make suggestions. The correct answer is B to attract younger customers. Question. For what will the marketing manager do tomorrow? A higher a social media manager. Be send everyone an agenda. See distribute a report of the meeting. The correct answer is C distribute report of the meeting. This report is known as the Minutes 8. Lesson Two — The Marketing Meeting (subtitled): Okay, everyone, let's get started. As you know, the object of this meeting is to review our marketing strategy and come up with ideas for the next campaign. Sally, would you like to get the ball rolling? Well, I think our current strategy is too focused on women in the 30 to 45 age range we should be targeting. Our brand is a younger audience. I agree with Sally. Young people are increasingly interested in fashion. So what can we do to reach this target? Alan, do you have any suggestions? What about using social media? Our advertising is mainly based around traditional media, such as print and television. Nobody under 25 reads newspapers anymore. I'm not so sure about that. Fashion magazines and supplements play an important role in our overall marketing mix. Yes, but we need to be using Twitter and Facebook to if we want to increase our market share among millennials. Can I make a suggestion off course? Kevin, why don't we hire a social media manager, someone who could connect with potential customers and promote the chic boutique brand online? That's a good idea. It's certainly something we should consider. I'll bring it up in next week's board meeting, right? I think we've covered everything. I'll send you a copy of the minutes tomorrow, and we can start thinking about the agenda for the next meeting. Thank you, everyone. Questions answer the following multiple choice questions about the scene you have just watched. Question one. What age range to Sally? Think they're too focused on a women in the 20 to 35 age range? Be women in the 30 to 45 age range, or see women in the 40 to 55 age range? The correct answer is B Women in the 30 to 45 age range. Question to Alan wants to use Twitter and Facebook to increase their market share. Among a centennial's Be millennials See annuals. The correct answer is B millennials. One definition of millennials is those born after 1980 on the first generation to come of age in the new millennium. Question three. When will the next board meeting take place? A. Tomorrow be next week. See next month. The correct answer is B. Next week 9. Lesson Two - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. Okay, everyone, let's get started. Let's, is the contraction of Let us and is used to make suggestions or give instructions. For example, let's go for a walk. Let's take a break. Sally, would you like to get the ball rolling? Would you like to is a polite way of inviting someone to do something to get the ball rolling is an idiom that means to do something that starts an activity. The origin is not clear, but it's probably a sporting metaphor. Well, I think our current strategy is to are focused on women in the 30 to 45 age range, women is the irregular plural of woman. The pronunciation is not at all like the spelling since both the O and E are pronounced like a short i e, a more accurate spelling would be women wi double MIN. I agree with Sally. If you agree with someone, you have the same opinion as them. Note that we say, I agree with or not, I am agree with, which is a common mistake for some nationalities, young people are increasingly interested in function. We usually use people as the plural of person. Persons does exist, but it's more formal. Note that we say interested in and not interesting in, which is a common mistake. What about using social media? What about followed by a gerund is used to make a suggestion. You could also say, how about using social media or why don't we use social media? Our advertising is mainly based around traditional media such as print and television. Don't confuse advertising, and advertisement. Advertising is an uncountable noun and cannot be plural. For example, he works in an advertising agency and creates advertisements for a living. Media is already plural, so you cannot say medias. Why don't we hire a social media manager? Why don't we followed by an infinitive width two is another way of making a suggestion. A social media manager is responsible for developing the strategy for a company's social media sites such as Facebook, instagram, and Twitter. I'll bring it up. And next week's board meeting to bring up is a phrasal verb which can have several different meanings. Here, it means to mention a subject. The board is the group of people who control accompany, send you a copy of the minutes tomorrow. The minutes, which is pronounced like minutes, are an official record of what is discussed, all decided at a formal meeting. During a formal meeting, someone will usually take the minutes. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 10. Lesson Two — Speaking Activities: or key phrases. Listen and repeat. Okay, everyone, let's get started. The object of this meeting is to review our marketing strategy. Sally, would you like to get the ball rolling? I agree with Sally. Alan, do you have any suggestions? What about using social media? I'm not so sure about that. Can I make a suggestion? Why don't we hire a social media manager? Right. I think we've covered everything. Role play. Now it's your turn to speak. You are chairing a meeting about your company's advertising budget. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. Well, I think we need to spend more on social media or I agree with Dave. Mary, do you have any suggestions? Yes. What about hiring a social media manager? I'm not so sure about that. It would probably be too expensive, but how can we reach the under 25 four? Why don't we use Instagram? That's a good idea. War, right? I think we've covered everything. Thank you. everyone or questions to finish. Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. Want to you think off Chic boutiques Marketing strategy. Question two. How many different advertising media can you think off? Question three. Do you agree that most meetings are a waste of time? 11. Lesson Two — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. Are your meetings a waste of time in survey after survey, meetings get knocked by everyone from employees to senior executives as being among the biggest waste of work hours. In one poll by office team, 45% of senior executives said their firm would be more productive if they banned all meetings at least one day a week. The problem that often occurs beyond the obvious, like lacking a clear agenda, is the underlying current of competition that each person brings to the table. Competition pulls people apart. Cooperation brings them together. Signs that competition is causing unproductive meetings include one or two people dominating the floor, individuals touting their achievements and people consistently failing to contribute their ideas because they fear being criticized or ridiculed. The drive to compete to so ingrained in most of us we often don't recognize it. Cooperative meetings yield far better results. People working together toward a goal are more efficient more productive and even happier. The group pulling together toward the same goal will achieve that goal far more quickly than individuals, each pulling in opposite directions. 12. Lesson Three — The Job Interview: Good morning, Miss Smith. Please take a seat. Good morning. Thank you. Now you've applied for the post of store manager with chic boutique. What makes you think that you would be suitable for this position? Well, I've had several years experience of working in the retail sector. First as a shop assistant and then as an assistant manager. Yes. I see you've been working for the dress shop for the past five years. Why do you want to leave? Well, the dress shop is a small company with limited opportunities for advancement. And I think I'm ready to take on a more challenging role with greater responsibility and a national chain such as yours. I see on what would you say are your main strengths and weaknesses? Well, I'm hardworking, and I get on well with people, but I can be a bit too demanding at times way. Very interesting. Do you have any questions? Yes. I'd like to know when you expect to make a decision. Well, we do have to see some of the candidates, but we'll let you know very soon. Thank you very much. It's been a pleasure meeting you today. Thank you for coming in to see us Miss Smith or questions. Answer the following multiple choice questions about this scene You have just watched. Question one. What is clear is current job a shop assistant Be assistant manager, see store manager? The correct answer is B assistant manager. Question two. What does Clare want in her new job? A. More money. Be more holidays. See more responsibility. The correct answer is C More responsibility. Question three. What is Claire's main weakness? A. She works too hard. B. She's too demanding. See, she doesn't have one. The correct answer is B. She's too demanding. Question full. Does Claire get the job? Hey. Yes, Be no. See, we don't know. The correct answer is C. We don't know. 13. Lesson Three — The Job Interview (subtitled): Good morning, Miss Smith. Please take a seat. Good morning. Thank you. Now you've applied for the post of store manager with chic boutique. What makes you think that you would be suitable for this position? Well, I've had several years experience of working in the retail sector. First as a shop assistant and then as an assistant manager. Yes. I see you've been working for the dress shop for the past five years. Why do you want to leave? Well, the dress shop is a small company with limited opportunities for advancement. And I think I'm ready to take on a more challenging role with greater responsibility and a national chain such as yours. Let me see on what would you say are your main strengths and weaknesses? Well, I'm hardworking, and I get on well with people, but I can be a bit too demanding at times way. Very interesting. Do you have any questions? Yes. I'd like to know when you expect to make a decision. Well, we do have to see some of the candidates, but we'll let you know very soon. Thank you very much. It's been a pleasure meeting you today. Thank you for coming in to see us. Miss Smith Questions Answer the following multiple choice questions about the scene you have just watched. Question one. How long has Claire being working at the dress shop? A. Five years Be 10 years. C 15 years. The correct answer is a five years question. Two. What sort of company is the dress shop? A. A national chain. Be a small company. See a medium sized company? The correct answer is B. A small company. Question. Three. When will they let Claire know if she's got the job? A. Right now, be very soon. See, we don't know. The correct answer is B very soon. 14. Lesson Three - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay. Let's begin. Good morning, Miss Smith. Please take a seat. Ms. Is used as a formal title in front of the surname of a woman, whether she is married or not. Mrs is used for married women and miss for single women. You've applied for the post of store manager with chic boutique. Note that you apply for a job. A person who applies for a job is an applicant. And the letter U, right? To ask for a job is a letter of application or just application. What makes you think that you would be suitable for this position? The words post-doc position mean much the same thing. That's to say a particular job within a company or organization. Well, I've had several years experience of working in the retail sector. The word experience is uncountable in the sense of time spent doing a particular job. However, it can't be plural when it means things you have experienced. For example, he had many frightening experiences during his time as a pilot during the war. First, there's the shop assistant and then as an assistant manager, note that we use as not like to say What job someone does or did. For example, he works as a salesman for a furniture retail company. The word Assistant can't be a known shop assistant or an adjective assistant manager. A shop assistant serves customers in a shop. I see you've been working for the dress shop for the past five years. Note how we use the past tenses in English. If you say she's been working there for five years using the present perfect tense. It means that she is still working there. If she has already left, you would have to use the past simple tense. For example, I see you worked for the dress shop from 2010 to 2015 and a national chain such as yours, such as is used to introduce more examples of the thing that you have just mentioned. For example, she likes basic foods such as rice and pasta. Yours is a possessive pronoun and replaces your chain here. The other possessive pronouns are mine, his, her, ours, and theirs. And what would you say are your main strengths and weaknesses? This is a classic interview question. As a weakness, some candidates say that they are too much of a perfectionist, but this is not a good answer as it's not really a weakness. Try and find something you are not so good at, but are working hard to improve, such as speaking in public. Yes. I like to know when you expect to make a decision. This is an indirect question. The direct question would be, when do you expect to make a decision? But adding I'd like to know, makes it more polite. Note the change in word order, however, and we don't use the auxiliary verb do in indirect question. We do have to see some other candidates. Do here is used for emphasis. You could also say, we have to see some other candidates. A candidate is someone who has applied for a job. During the interview. The candidate is also an interviewee. But we'll let you know very soon. If you let someone know something, you tell them about it here, the interviewer means that he will tell the candidate if she has got the job. It's been a pleasure meeting you today. It is the short form of it has here and not It is. It was a pleasure meeting you today would also be correct. Thank you for coming into CEOs mismatch. Note the construction. We thank someone for doing something, not to do something. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you've learned so far in this lesson. 15. Lesson Three — Speaking Activities: key phrases. Listen and repeat won't makes you suitable for this position. I've had several years experience in the sector. Why do you want to leave your current job? I'm ready to take on a more challenging role. What are your main strengths and weaknesses? I'm hardworking and I get on well with people. I'd like to know when you expect to make a decision. We'll let you know very soon. Role play. Now it's your turn to speak. You are being interviewed for a job. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. You've applied for a job as manager. What makes you think you'd be suitable for this position? Four. Well, I've had several years experience of working in the retail sector. I see. And why do you want to leave your current job? Or I think I'm ready to take on a more challenging role with greater responsibility. What would you say are your main strengths or well, I'm hardworking and I get on well with people. That's very interesting. Do you have any questions or Yes, I'd like to know when you expect to make a decision. We'll let you know very soon. Four. Thank you very much. It's been a pleasure meeting you today. Four questions to finish Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. If you were asked in a job interview, what are your main strengths and weaknesses? How would you respond? Question two. What are some common classic job? Interview questions? Question three. How would you prepare for an important job interview? 16. Lesson Three — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. Job interviews In today's job market, you will likely need to go through some type of interview in order to secure a job. An interview is a meeting between an employer and a job applicants. This meeting could take place in person over the phone or via videoconferencing. The atmosphere maybe formal or fairly casual. It may involve just you and the employer or you and a group of people or panel. Regardless, your interview serves a distinct purpose for both you and your potential employer. The employer uses the interview to assess your qualifications and determine if you are the best candidate for the job. He asks questions to see how well you understand the industry and the position, as well as to determine if you are able to perform the job duties. In addition, the employer is trying to decide whether you will fit well within the culture of the organization. If you don't meet every job qualification, but you present yourself well in an interview. There is a good possibility that you could be chosen over candidates with similar or better qualifications who don't communicate as well. The job interview is also your chance to find out if the company on the job or a good match for you. Ask questions of your own to learn more about the company and the position itself. Use this time to decide whether the job, the direction of the company and the developments within the industry will maintain your interest and use your unique skills and abilities. Your questions should help you determine if the work atmosphere is one in which you work well on one you will enjoy. 17. Lesson Four — A Telephone Call: Good morning. Chic boutique. How may I help you? I don't like to speak to Mr Morgan, please. Who is calling, please? This is John, right? From international fashion supplies. Sorry I didn't catch your name. John. Right. That's W r I G h t. Okay, Mr Right. I'll try and put you through. I'm afraid the line's engaged. Would you like to hold? Uh, can I leave a message? Certainly. Could you please tell Mr Morgan our latest shipment has been delayed and that the 300 dresses he ordered should arrive next Friday? Dress order delayed. Arriving next Friday. Yes. And would you please ask him to give me a call as soon as the shipment arrives? Of course. Could you let me have your number, please? Yes. It 01632960 Double 94 That's 01632960 Double nine fall. Yes, that's right. Thanks for your help. Goodbye. Goodbye. Four questions. Answer the following multiple choice questions about the scene. You have just watched question one. Why can't Mr Right talk to Mr Morgan? A Mr Morgan is out. Be. Mr Morgan is talking to someone else on the phone. See? Mr Morgan has a visitor in his office. The correct answer is B. Mr. Morgan is talking to someone else on the phone, so his phone is engaged. Question two. Who ordered the dresses? A Mr Right? Be Mr Morgan. See, we don't know. The correct answer is B. Mr Morgan, who is the purchasing manager for Chic Boutique? Question three. When will the dress order arrive? A. Next Thursday? Be next Friday. See next month. The correct answer is B next Friday. 18. Lesson Four — A Telephone Call (subtitled): Uh, good morning. Chic boutique. How may I help you? I don't like to speak to Mr Morgan, please. Who is calling, please? This is John, right? From international fashion supplies. Sorry I didn't catch your name, John. Right. That's W r I G h t. Okay, Mr Right. I'll try and put you through. I'm afraid the line's engaged. Would you like to hold? Can I leave a message? Certainly. Could you please tell Mr Morgan our latest shipment has been delayed and that the 300 dresses he ordered should arrive next Friday? Dress order delayed. Arriving next Friday. Yes. And would you please ask him to give me a call as soon as the shipment arrives? Of course. Could you let me have your number, please? Yes. It 01632960 Double 94 That's 01632960 Double nine fall. Yes, that's right. Thanks for your help. Goodbye. Goodbye. War questions. Answer the following multiple choice questions about the scene. You have just watched Question one. Who is Joan, right? A the receptionist. Be the cooler. See the customer. The correct answer is B. The caller question two. What does the receptionist asked the caller to do a spell. His name be? Leave a message. See? Hold the line. The correct answer is a spell. His name. Question three. What is the problem with the shipment? A. It will arrive late. B. It's engaged. See? It's being ordered. The correct answer is A. It will arrive late. Question full. What does Mr Right do? Hey, Ask for Mr Morgan's number. Be delay the order. See? Leave his number. The correct answer is C leave his number. 19. Lesson Four - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. Good morning, chic boutique. How may I help you? How may I help you? Is more polite than how can I help you? It's a formula often used when dealing with customers, either on the phone or face-to-face in a shop, for example. I don't like to speak to Mr. Morgan, Please. I need is a contraction of I would MR. Is a polite form of address used in front of the name of a man. In written English, the abbreviated form is nearly always used. Who's calling please. Who's is a contraction of who is and should not be confused with the interrogative pronoun whose, which is pronounced in exactly the same way. For example, whose book is this means, who does this book belonged to? This is John right from International Fashion Supply. This is followed by one's name, is only used to introduce oneself when speaking on the phone. If you are meeting someone face to face, you would say, I'm Joan, right? Or my name's John, right? Sorry, I didn't catch your name. Catch has the meaning of here in this context. It's a useful phrase for getting someone to repeat something. John, right? That's WR, GHG. Notice how these letters are pronounced. The letter r sounds just like the word R and W sounds like W. And don't confuse G and J. Okay, Mr. Right. I'll try and put you through if you put someone through, you connect them with another person on the phone. Similar phrasal verb is to get through to, for example, I can't get through to Mr. Smith. His lines always engaged and a fatal lines engaged, I'm afraid, is an expression used to show that you are sorry about something. If the telephone line is engaged, someone is already using it. Americans say the line is busy. Would you like to hold? To hold means to wait to speak to someone on the phone. You can also ask the caller to hold the line. For example. Can you hold the line, please? I'm trying to put you through. Could you please tell Mr. Morgan our latest shipment has been delayed? Latest means most recent. For example, have you heard the latest news despite containing the word ship? A shipment is a consignment of goods that can be transported by air, road, rail, or see the 300 dressers he ordered that arrive next Friday, should suggest that the event is not 100% certain. The shipment will arrive next Friday would be more definite. And would you please ask him to give me a car? Note that you ask someone to do something in English. If you give someone a call, you telephone them. You can also call ring or phone someone as soon as the shipment arrives. Note that after, as soon as we use the present tense when referring to the future. You could also say, when the shipment arrives here, yes, it's 0, 16, 32, 960, double 94. In English, telephone numbers are said one digit at a time. In British English, we say, oh, but the speaker here is American. So he says 0. And if two digits are the same, we usually say double plus the number. So for four would be double four. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 20. Lesson Four — Speaking Activities: key phrases. Listen and repeat. Good morning chic boutique. How may I help you? I don't like to speak to Mr Morgan, please. Who is calling, please? Sorry I didn't catch your name. Okay, Mr. Right, I'll put you through. I'm afraid the line's engaged. Can I leave a message? Would you please ask him to give me a call? Could you let me have your number, please? Role play. Now it's your turn to speak. You are phoning a customer about a problem with an order. You will be speaking to the receptionist. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. Good morning. Bradley's bookshop. How may I help you? Or could I speak to the manager, please? Who is calling, please? This is Steve Jones from Wessex University Press. I'm afraid the line's engaged. Could I leave a message? Okay. Go ahead, four. Would you please ask him to give me a cool? Of course. Could you let me have your number, please? Four. Certainly. it's 0175636 Double 581 Thank you. I'll make sure he gets the message. Four questions to finish. Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. How would you deal with an angry customer on the phone? Question two. What are some of the problems that companies can have with orders? Question three. How can supply is avoid mistakes like the warning the video. 21. Lesson Four — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible, you will find a transcript of the article and a Siris of true false questions in the PDF workbook For this lesson. The professional way to answer a business phone call if your job involves answering the telephone and handling calls from customers are other businesses the way in which you answer the phone made directly affect the success of your company? You are responsible for creating a good first impression, making your phone skills extremely important. So here are some tips on how to be a true telephone professional. First of all, you should avoid letting the telephone ring more than two or three times before answering it. Stop whatever else you're doing at the moment to take the incoming call. If it all possible, never let a call enter the voice mail system, as this can frustrate customers when speaking on the phone. The speed and tone of your voice are important for creating a positive experience for the collar. Answer the phone in a relaxed and pleasant manner. Keep your greeting short but informative with just enough information to let the color know whether he has reached the right destination. Typically in business environments, it is considered more professional to say Good morning or good afternoon rather than hello clearly state your name, followed by either the department you work in or the company name. For example. Good morning. This is John with ABC Company. How may I help you is an appropriate greeting. Listen to the collars. Reasons for contacting you. Remain quiet and do not interrupt during his explanation of the situation. Acknowledge your understanding of the issue at hand, repeating back the main points of necessary. Assure the collar you will properly deal with this issue or concern or transfer the call to the appropriate destination and the call with a positive statement. Once you have resolved the colors issue or determined how to proceed promptly and politely finish the call, think the person for contacting you or your company, then hang up. For example. Say thanks for calling Mr Smith. Have a nice day 22. Lesson Five — Making Introductions: Hello, Jenny. How are you today? Oh, hello, Mr Jones. I'm fine, Thank you. Jenny, Let me introduce you to Claire Smith. Claire will be taking over a shop manager from Carol when she leaves at the end of the month. Claire Jenny is one of our three full time shop assistants. Pleased to meet you, Jenny. Pleased to meet you, too. Have you been working here long? Almost two years now. I started right after leaving school. Oh, and this is Simon Thompson, our accountant. Simon's from down under. How do you do? Pleased to meet you, Simon. I've always wanted to visit Australia. It's a beautiful country. I'm not going to disagree. Clear will be taking over from Carroll. Who? As you know, we'll be leaving us soon. Yes, I've heard a lot of bad. You good things, I hope, Of course. Anyway, welcome to shake boutique. I'm sure you'll enjoy working here. It's a very friendly place. Yes. I'm really looking forward to getting started. Well, we'd better get going. I said that I'd show Claire around the warehouse and we're running late. Well, goodbye, everyone, and see you soon. Questions answered the following multiple choice questions about the scene you have just watched. Question one. What job will clear Smith be taking on a shopkeeper? Be shop manager, see Shop assistant? The correct answer is B shop manager. Question two. What is Jenni's job? A shop manager? Be part time shop assistant. See full time show Persistent. The correct answer is C Full time shop assistant. Question three. Where does Simon come from? A. Australia. Be London. See Austria? The correct answer is a Australia question for what will clear do next a go rolling be start work, see visit the wares. The correct answer is C visit the warehouse. 23. Lesson Five — Making Introductions (subtitled): Hello, Jenny. How are you today? Oh, hello, Mr Jones. I'm fine, Thank you. Jenny. Let me introduce you. Declare Smith. Claire will be taking over a shop manager from Carol when she leaves at the end of the month. Claire Jenny is one of our three full time shop assistants. Pleased to meet you, Jenny. Pleased to meet you, too. Have you been working here long? Almost two years now. I started right after leaving school. Oh, and this is Simon Thompson, our accountant. Simon's from down under. How do you do? Pleased to meet you, Simon. I've always wanted to visit Australia. It's a beautiful country. I'm not going to disagree. Clear will be taking over from Carroll. Who? As you know, we'll be leaving us soon. Yes. I've heard a lot about you. Good things, I hope, Of course. Anyway, welcome to shake boutique. I'm sure you'll enjoy working here. It's a very friendly place. Yes. I'm really looking forward to getting started. Well, we'd better get going. I said that I'd show Claire around the warehouse and we're running late. Well, goodbye, everyone, and see you soon. Questions. Answer the following Multiple choice questions about the scene you have just watched. Question one. When is Carol leaving a Today be at the end of the week. See, at the end of the month. The correct answer is C at the end of the month. Question two. How long has Jenny worked for Chic boutique? A. More than two years be exactly two years. See, a bit less than two years. The correct answer is C. A big less than two years. Question three. Clear and Steve are going to the warehouse. Next. They are a ahead of schedule. Be on time, see behind schedule. The correct answer is C behind schedule, which means that they're late. 24. Lesson Five - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. Hello Jenny, How are you today? You can use Hello to greet people you know or don't know in informal situations. How are you? Is a formula used when greeting people you've already met? You don't really want to know how they're feeling. I'll highlight Mr. Jones. I'm fine. Thank you. I'm fine. Thank you. Is a polite response to how are you. Other possible replies include thanks or very well, thank you. Jenny, let me introduce you to class Smith. Let me introduce you to plus a name is a formal way of presenting one person to another person they have never met before. Note that you cannot say, let me present to you, this is a common mistake. Client will be taking over a shop manager from Carol. Takeover from someone is a phrasal verb with two particles over and from. It means to start doing something that someone else was previously doing. For example, Joe Biden took over as US President from Donald Trump in 2020. One, pleased to meet you, Jenny. Pleased to meet you, is a polite expression used when meeting someone for the first time. You could also say, Nice to meet you or more formally, it's a pleasure to meet you. As a reply, you can repeat the same phrase while adding two. For example, pleased to meet you too. Have you been working here long? We use the present perfect progressive tense for an action that began in the past and continues up to the present. You could also use the present perfect simple tense. How long have you worked here? I started right after leaving skull. Here, the past simple tense is used for a completed action in the past. It would be a mistake to say, I have started after leaving school, right? Is an intensifier that has the meaning of immediately here. Oh, and this is Simon Thompson, our accountant. This is plus a name is an expression used for introducing one person to another person. It is less formal than let me introduce you to. An accountant, is responsible for dealing with the company's financial operations. Simons, from down under. Down under is an expression used to refer to Australia and sometimes New Zealand, because it is situated in the southern hemisphere and is under Europe and North America on the globe. I'm not gonna disagree. I'm not going to disagree is a kind of double negative. In fact, Simon agrees with clear when she says that Australia is a beautiful country. I've heard a lot about you. Hood is the irregular past participle of the verb to hear. I've heard a lot about you, is a good humid cliche. Sometimes use when meeting someone for the first time. Possible replies include good things I hope, or nothing too bad, I trust, I'm sure you'll enjoy working here. U is the contracted form of you will. We need to use a gerund or inform after the verb to enjoy? You cannot enjoy to do something. Yes, I'm really looking forward to getting started. You may be wondering why we don't say looking forward to get started. And the reason is that two is a preposition. Here are not part of the infinitive. Compare this with a sentence like, I'm keen to get started. Where to get is an infinitive form. Well, we'd better get going. Weed can be a contraction of we would, all we had. Here. It's the latter. The expression had better plus infinitive without to is used to say that someone should do something. For example, you'd better take an umbrella, it's going to rain. I said that I'd show Claire around the warehouse. Here is a contraction of I would. If you show someone around the place, you give them a guided tour or warehouse is a big building where goods are stored. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you've learned so far in this lesson. 25. Lesson Five — Speaking Activities: key phrases. Listen and repeat. Let me introduce you to Claire Smith. Claim will be taking over a shop manager from Carol. Pleased to meet you. Jenny. Have you been working here long? This is Simon Thompson, our accountant. How do you do? I've heard a lot about you. I'm sure you'll enjoy working here. I'm really looking forward to getting started. Role play. Now it's your turn to speak. You are starting a new job. Your boss is introducing you to a future colleague. Listen. And use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay. Let's begin. Alex. Let me introduce you to Jim White, our sales manager. War. Pleased to meet you, Jim. Pleased to meet you too. Four. Have you been working here long? Just have a 10 years. Will think war. I've heard a lot about you. Good things, I hope. Four. Of course. I'm sure you'll in Julie working here. War? Yes. I'm really looking forward to getting started. Questions to finish. Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. How do you normally greet your work colleagues or fellow students? Question two. How would you greet a friend you haven't seen for a long time? Question three. What advice would you give about greetings and introductions to a visitor to your country? 26. Lesson Five — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. Greetings from Britain The age old custom of greeting with a handshake could be on its way out. As many British people prefer to meet with a hug or even a kiss, a survey suggests. Almost 50% or using alternative waste agreed, with 16% preferring a continental style peck on the cheek and nearly 1/3 opting for a hug. One in five feel shaking hands is too formal, while 42% said they would only do it in a business context. A further 42% of those surveyed said they would never shake hands when greeting friends. One in 12 said they prefer not to do it in case germs are passed on. The typical hand has about 150 different bacteria living on it. Nearly 1/4 claimed that a firm handshake is an outdated display of masculinity. However, the study of 1000 and three participants commissioned by the soap firm Ray Docks found some 87% still believe it is more appropriate in business, while 73% agree they would rather offer one when meeting someone new. The research estimated that the queen has shaken half a 1,000,000 hands, compared with an average of 670 for men and 304 for women. An expert today said it's unlikely reserved Brits would ever be able to completely let go of the handshake. Psychologist Dr Jane McCartney said. I think the handshake is dependant on age. The older you are, the more likely you are to prefer the handshake. 27. Lesson Six — A Visit to the Warehouse: well, here we are. As you know, we have to distribution centers one for the north of England and Scotland and one for the south of England and Wales. So where the clothes actually manufactured well, Chic boutique doesn't have any of its own factories. Production is outsourced to overseas manufacturers, most of which are in Asia, although some of our accessories are produced in the U. S. A. How many items are stored in this warehouse? We have a capacity of two million items which are stalled in 20,000 separate locations ready to be delivered. What happens when the goods arrive from the suppliers? It depends. Some items, like dresses are already on hangers when if they are packed in boxes, they have to be unfolded on. Put onto the racks. How do you keep track of so many items? We use our F I D technology. The chips are located in the security tanks on or read by scanners. Everything is managed by our own custom built software system, and however, shop orders processed well. When an order is received from the shop, the items are picked by hand and put on racks or into totes. They are then loaded into trucks and sent to the stores. What about online orders? How were they dealt with? Good question. Orders from our online boutique represent about 10% of our turnover. At present. They are sent directly to the customer by Korea. Oops. Watch out for that forklift truck. Thanks. Is there anything else you'd like to know? No, but it's been very interesting. Thank you for showing me around. Not at all. Let's go and get some lunch questions. Answer the following multiple choice questions about the scene you have just watched. Question one. Where are most of chic boutiques? Close Manufactured A. In their own factories. Be in Asia, See in the U. S. A. The correct answer is B in Asia. Question two. What is the capacity of the warehouse? A. 2000 items. B two million items C. Two billion items. The correct answer is B two million items. Question three. What technology is used to keep track of the items? A. Chips be racks. See hangers. The correct answer is a chips question for how online orders delivered A by forklift truck B by Korea. See by the shops. The correct answer is B by Korea 28. Lesson Six — A Visit to the Warehouse (subtitled): well, here we are. As you know, we have to distribution centers one for the north of England and Scotland and one for the south of England and Wales. So where the clothes actually manufactured well, Chic boutique doesn't have any of its own factories. Production is outsourced to overseas manufacturers, most of which are in Asia, although some of our accessories are produced in the U. S. A. How many items are stored in this warehouse? We have a capacity of two million items which are stored in 20,000 separate locations ready to be delivered. What happens when the goods arrive from the suppliers? It depends. Some items, like dresses are already on hangers when if they are packed in boxes, they have to be unfolded and put onto the racks. How do you keep track of so many items? We use our if i d technology. The chips are located in the security tanks on or rent by scanners. Everything is managed by our own custom built software system, and however, shop orders processed well. When an order is received from the shop, the items are picked by hand and put on racks or into totes. They are then loaded into trucks and sent to the stores. What about online orders? How were they dealt with? Good question. Orders from our online boutique represent about 10% of our turnover. At present. They are sent directly to the customer by Korea. Oops. Watch out for that forklift truck. Thanks. Is there anything else you'd like to know? No, but it's been very interesting. Thank you for showing me round. Not at all. Let's go and get some lunch questions. Answered the following multiple choice questions about the scene you have just watched. Question one. Where are some of chic boutiques? Accessories produced. A in Asia be in the U. S. A. See in Europe. The correct answer is B in the U. S. A. Question two. How are the shop orders picked? A. By scanners B by robots See by hand. The correct answer is C by hand. Question three. What percentage of chic boutiques? Turnover comes from online orders. A 10% B, 20% see 50%. The correct answer is B 20% 29. Lesson Six - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. As you know, we have two distribution centers, as you know, is used when you are saying something that someone already knows. The American spelling is CEN TER. So where are the clothes actually manufactured? So at the start of a question is often used to mark the beginning of a new topic. The word clothes sound like the verb close. If you say it quickly. Clothes, the clothes actually is a false friend and means. In fact, not at present. Chic boutique doesn't have any of it's own factories. We use the possessive adjective. It's not his or her because chic boutique as accompany, not a person. One can't be a verb or an adjective. In fact, you could say, we don't own verb, Any of our own adjective, factories. Production is outsourced overseas manufacturers. This dialogue contains a lot of passive sentences. A passive sentence is formed using the verb to be at a past participle and is often used to describe a process. You could also say foreign manufacturers, although some of our accessories are produced in the USA, although is a conjunction used to connect two contrasting ideas. For example, I enjoyed the film, although it was a bit long, are produced, is another passive construction. We have a capacity of 2 million items. Note that we say 2 million items not to millions of items. This is because we're talking about an exact number. Compare this with we have millions of items in their warehouse where it's not an exact number which are stored in 20000 separate locations. 1000 is used in the same way as million. So we say 20000 locations are not 20 thousands of locations. By the way, a 1000 is one followed by three zeros, and a million is one followed by six zeros. But I'm sure you knew that already. Ready to be delivered. To be delivered is a passive infinitive, which consists of the verb to be plus the past participle. Here's another example. I want to be woken up at seven o'clock tomorrow. They have to be unfolded and port onto the racks. There are two passive constructions in this sentence, but the second one is elliptical. This means that some words are missing. In this case, the words have to be or emitted before put. We use RFID technology. Rfid stands for radio-frequency identification, a technology that uses electromagnetic fields to automatically identify and track tags attached to objects such as clothes. The chips are located in the security tags on our rent by scanners are red is another passive construction, so red is the past participle of the verb to read. Note that the infinitive is pronounced read, and the past tense and participants are red, like the color, even though the spelling is the same. What about online orders? What about is an expression used to get more information about something or to remind someone of something. You can also say How about, for example, I think we've thought of everything. What about transport? That's all arranged. Orders from our online boutique represent about 10 percent of our turnover at present. Note that we say 10 percent accompanies turnover is its total amount of sales in a given period. Oops, watch out for that forklift truck. Oops. Is an interjection used when a small mistake or slight accident has happened. For example, oops, I've split my coffee. Is there anything else you'd like to know? You'd is a contraction of you would hear. Else is used afterwards beginning with any, every know and some to mean other, another different or extra. For example, I wish I live somewhere else. No one else can sing like that. Thank you for showing me around the phrasal verb. To show somebody around means to take them on a guided tour of a place. For example, I'll show you around London next time you come. Note that you'd think someone for doing something in English not to do, not at all. Not at all is a fixed expression used as a polite reply when someone has thanks you for something. You could also say, Don't mention it, or it's a pleasure. For example. Thanks for all your help. Not at all, or don't mention it. Let's go and get some lunch. Let's is a contraction of Let us and is used to make a suggestion about what you and someone else should do. Although lunch is countable, you can say a lunch or several lunches. In this case, it's used like an uncountable noun, food for example. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you've learned so far in this lesson. 30. Lesson Six — Speaking Activities: or key phrases. Listen and repeat where are the clothes Manufactured production is outsourced to overseas manufacturers. Some of our accessories are produced in the U. S. A. How many items are stored in this warehouse? We have a capacity off two million items. Everything is managed by our custom built software system. How are the shop orders processed? They are sent directly to the customer by Korea. Is there anything else you'd like to know? Role play. Now it's your turn to speak. You are visiting a footwear companies distribution center. You will be speaking with the warehouse manager. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. As you know, we have to distribution centers in the U. K. So where the shoes actually manufactured? In fact, all our shoes are made in China. Four. How many items are stored in this warehouse? We have a capacity of 10 million items. War. However, shop orders processed. The items are picked by hand and sent to the shops in trucks. Four. What about online orders? They are sent directly to the customers by Korea. Is there anything else you'd like to know? Four. No, but it's been very interesting. Thank you for showing me around four questions to finish. Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. Why do clothes companies often outsource manufacturing toe Overseas countries Question two . In what ways has technology changed the way goods are stored and delivered? Question three. What are some of the advantages and disadvantages of online shopping? 31. Lesson Six — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PdF workbook for this lesson. Picking and packing at Amazon in college, I worked as a picker packer at the amazon dot com Fulfillment Center in Delaware. The warehouse was huge, a building bigger than an airplane hangar filled with endless rows of metal bookshelves. The place was dim, lit by fluorescent lights far overhead, and it was easy to forget if it was day or night. When you arrive for your shift, you'd be assigned to picking, packing or a combination. Picking meant pushing a cart up and down the shelves and selecting books. Customers had ordered you check them off a printed list, highlighted any that were missing and then delivered the books to the Packers. I liked being a warehouse picker because looking at the book titles made the hours go by. Faster packing meant checking customers orders and packaging them securely for shipping. You had to pack fast, but you also had to pack well if a supervisor found a book rattling around in a box, she'd stop the line and have everyone's work inspected. After a few hours, my feet ache from standing and my hand stung from cardboard cuts, the only fun part laughing when somewhat ordered a book that was a little naughty. Working for Amazon was interesting, but it was such a big place that I never learned the names of anyone I worked with. It was all about speed, speed, speed, and at the end of the day, I stumbled home exhausted. 32. Lesson Seven — Problems with a Delivery: international fashion supplies. John Wright speaking. Hello. This is Bob Morgan from Chic Boutique. I'm phoning about our latest order from you, which we received this morning. Oh, is there a problem? Yes, that is. We ordered 300 dresses, but there were only 200 in the consignment on they were the wrong color. We wanted pink dresses and you've sent us blue ones. Oh, dear. I'm very sorry to hear that. Let me just check. Can you give me the order reference number? Yes. It's G Y h 305 g y age 305 Oh, yes. Here it iss. I see what's happened. You were sent the order for another customer by mistake. Well, it's extremely inconvenient. We need those dresses for our summer sale, which starts next week. Yes, I understand. And I apologize for the inconvenience. We've just had a new computer system installed in our packing department and have been having some problems. I'll have the correct order despatched today by Express Co Warrior. You should get it by Tuesday. How does that seem to you? That should be okay. What shall we do with the wrong dresses? I'll arrange for them to be collected and please let me know if you have any more problems . I certainly will. Goodbye for now. Goodbye, Mr Morgan. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. What was the problem with the order? A. The dresses were the wrong color. Be the order arrived late. See, there were too many dresses. The correct answer is a. The dresses were the wrong color. The opposite of wrong is correct or right, So the correct color was pink on. There were too few dresses. Not too many Question two. Who made the mistake a. The transport company. Be the supplier. See the customer? The correct answer is B the supplier. Question three. What caused the mistake? Hey, a reference number. Be a faulty packing machine. See a new computer system. The correct answer is C A new computer system question. For when will the correct items be delivered? A. By Thursday B by Tuesday. See today the correct answer is B by Tuesday. If you say something will happen by a certain date, you mean it will happen no later than that date. So here the items could be delivered on Tuesday or any time before 33. Lesson Seven — Problems with a Delivery (subtitled): international fashion supplies. John Wright speaking. Hello. This is Bob Morgan from Chic Boutique. I'm phoning about our latest order from you, which we received this morning. Oh, is there a problem? Yes, that is. We ordered 300 dresses, but there were only 200 in the consignment on they were the wrong color. We wanted pink dresses and you've sent us blue ones. Oh, dear. I'm very sorry to hear that. Let me just check. Can you give me the order reference number? Yes. It's G Y h 305 g y age 3050 yes. Here it iss. I see what's happened. You were sent the order for another customer by mistake. Well, it's extremely inconvenient. We need those dresses for our summer sale, which starts next week. Yes, I understand. And I apologize for the inconvenience. We've just had a new computer system installed in our packing department and have been having some problems. I'll have the correct order despatched today by Express Co Warrior. You should get it by Tuesday. How does that seem to you? That should be okay. What shall we do with the wrong dresses? I'll arrange for them to be collected and please let me know if you have any more problems . I certainly will. Goodbye for now. Goodbye, Mr Morgan. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. How many dresses should have been delivered? A 100 B 200 see 300. The correct answer is C 300. Question two. How will the correct order be dispatched? A. Today by Express Courier Be tomorrow by Express courier. See on Friday by standard delivery. The correct answer is a Today by Express Korea. Question three. What will happen to the wrong dresses? A. They will be delivered. Be they will be collected. See? They will be dispatched. The correct answer is B. They will be collected. 34. Lesson Seven - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. International Fashion supplies. John writes speaking when answering the phone in a business context, it is good etiquette to state the name of your company followed by your name. You can do this by saying your name, followed by the word speaking. Hello. This is Bob Morgan from chic boutique. This is followed by your name, is a way of introducing yourself, only used on the phone. When meeting someone face to face. You would say, I'm Steve Harris or my name Steve Harris, for example. I'm phoning about our latest order from you. Note that we use the continuous form in this context. You could not say iPhone you about latest has the meaning of most recent. It has nothing to do with the order being late. Oh, is there a problem? Yes, that is. Bob replies yes, there is. Because the question was, is there, it is not necessary to repeat a problem. These so-called short answers are a feature of English. For example, is it raining? Yes, it is. We wanted pink dresses and you have centers, blue ones. The pronoun ones is used to avoid repetition of the word dresses. Youth is a contraction of you have sent is the irregular past participle of the verb to send or dear. I'm very sorry to hear that. Oh, dear is an expression used when you are disappointed, upset, annoyed, worried, or surprised about something. For example, my cat just died. Oh dear, that's very sad. Let me just check. Let followed by an infinitive without to is used when you want someone to allow you to do something. For example, I've heard my knee. Let me have a look. Can you give me the order reference number? Yes. It's GBH 300. Five. Note how these letters are pronounced. G as in Jeep. Why sounds just like the word y and h does not have the H sound. It's H naught, H. Americans pronounce all the letters of the alphabet the same as Brits, except for the last one. They say z instead of zed or your hazardous. I see what's happened. Here it is, is an expression used when you find something you have been looking for. What is a contraction of what has here? However, it can be a contraction of what is as in what's happening. You're sent the order for another customer by mistake. You were sent as a passive sentence. The active form would be we sent you. Passive is often used when we want to focus on the action and not who did it. If you do something by mistake, you do it accidentally. Well, it's extremely inconvenient. Inconvenient is an adjective in English and means causing trouble or difficulties. The corresponding noun is inconvenience. Extremely has much the same meaning as vary, but is used for emphasis. Yes, I understand, and I apologize for the inconvenience. The verb is to apologize not to be confused with the plural noun. Apologies. If you apologize for something, you say you are sorry about it. For example, he apologized for arriving late. We've just had a new computer system installed and our Packing Department note the construction to have something done. We use this construction when the action is performed by a third party. Compare, I'm painting my house, you're doing it yourself. And I'm having my house painted. Someone else is doing it and had been having some problems. The present perfect continuous tense is used here for an action that began in the past and continues up to the present, have is used both as an auxiliary verb and a main verb. In this sentence, I'll have the correct order dispatch today by expressed Korea. This is another example of the construction to have something done. If you dispatch something, you send it. The verb is used for things like parcels or goods. You should get it by Tuesday. The use of should suggest that it's not 100% certain. A more definite statement would be, you'll get it by Tuesday. If you say something will happen by a certain date, you mean that it will happen on or before that date. What shall we do with the wrong dresses? What shall we or I do followed by an infinitive without to, is an expression used to ask for advice or suggestions. The opposite of wrong is right or correct. I'll arrange for them to be collected. Note the construction to arrange for something to be done. This is similar to, to have something done, but suggests that more planning is involved. Io is a contraction of Iwill and please let me know if you have any more problems. If you let someone know something, you tell them about it. In fact, you could say, Please tell me if you have any more problems. You probably know that we use any in questions and negative sentences. Here, it's used for emphasis. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 35. Lesson Seven — Speaking Activities: key phrases. Listen and repeat. I'm phoning about our latest order. Oh, is there a problem? Oh, dear. I'm very sorry to hear that you were sent the order for another customer by mistake. I apologize for the inconvenience. How does that seem to you? That should be okay. Please let me know if you have any more problems. Role play. Now it's your turn to speak. You work for a company that supplies office stationery. A customer phones you about an order. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. Hello. This is John Wilson. I'm forming about the order for envelopes we just received. Oh. Is there a problem? Yes, the envelopes with the wrong size. Oh, dear. I'm very sorry to hear that. OK, but what are you going to do about it? Or I'll have the correct order despatched today by Express Co Warrior. You should get it by Tuesday. Tuesday, You say four. How does that seem to you? That should be Okay. Four, Please let me know if you have any more problems. I certainly will. Goodbye for now. Four questions to finish. Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. How should you answer a business phone call? Question two. What could cause a shipment to be late? Question three. What's your phone number? 36. Lesson Seven — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. How to handle an irate customer on the phone One of the most important duties of any supplier is to ensure that their customers are satisfied. Often this includes talking to customers who, for whatever reason, are angry or upset tactics for dealing with an upset customer over the phone are something that can be learned. Possessing these skills will help make you a very valuable employees. First of all, let the angry client talk through their problems as they talk. Make indications that you are listening such as Uh huh, really etcetera. This step is important because the more time a customer spends airing their grievances, the more time they have to calm down. Be sympathetic. Make sure the customer knows that you understand their frustration and acknowledge any mistakes that have been made. Recognize the customer's feelings about the mistakes. That is how it must have felt to be the customer in this situation. Apologize when appropriate for example, I apologize that we did not send your order on time. If the problem is not your fault, say something like, I apologize for the fact that you are frustrated. Let's see if we cannot turn this around. Finally, make sure your client understands what has been done at the end of the call, even if the issue is not totally resolved. Gain agreement on the resolution that was reached. 37. Lesson Eight — The Sales Review: good morning, everyone, and thank you for coming to the annual sales review. I am pleased to announce that it was another excellent year for chic boutique. In fact, total sales increased by 10% compared with the previous year. That's good news. Let's start with the first quarter. As you can see from this chart, sales amounted to £2.5 million up 15% year on year. This was mainly due to a very successful January sales period. The second quarter was also extremely positive, with sales off £3.2 million. So the new advertising campaign we launched in April was a success. Yes, it waas. Unfortunately, we had a rather disappointing summer, and sales for the third quarter remained at the previous year's level, off £2.75 million. Was the bad weather to blame? Definitely. It was one of the worst summers on record on our customers were not interested in buying summer clothes. However, things improved in the final quarter after we opened five new stores. As you can see, sales reached a peak off £4 million. Thank you, Tom. I think we can all agree that those figures are very impressive. How are things looking for the coming year? It's a bit too early to say for sure, but the signs are very promising. Yeah, questions answer the following multiple choice questions about the scene you have just watched. Question one. What happened to total sales during the year? A. They remained at the same level. B. They went down. See, they went up. The correct answer is C. They went up. You could also say that they increased or they rose. Question two. What helped to increase sales in the second quarter? A good weather be on advertising campaign. See the January sales? The correct answer is B on advertising campaign. Not that we have two meanings of the wood sales here. If you increased sales, you increase the number of or amount of products sold. However, the expression January sales refers to the period of time when products are sold in the shops at a lower price. Question three. Why were sales disappointing over the summer? A. The clothes were not interesting. Be the customers were on holiday. See, the weather was bad. The correct answer is C. The weather was bad question for what caused sales to improve in the final quarter. A new shops be better weather See big discounts. The correct answer is a new shops. 38. Lesson Eight — The Sales Review (subtitled): good morning, everyone, and thank you for coming to the annual sales review. I'm pleased to announce that it was another excellent year for chic boutique. In fact, total sales increased by 10% compared with the previous year. That's good news. Let's start with the first quarter. As you can see from this chart, sales amounted to £2.5 million up 15% year on year. This was mainly due to a very successful January sales period. The second quarter was also extremely positive, with sales off £3.2 million. So the new advertising campaign we launched in April was a success. Yes, it waas. Unfortunately, we had a rather disappointing summer, and sales for the third quarter remained at the previous year's level, off £2.75 million. Was the bad weather to blame? Definitely. It was one of the worst summers on record, and our customers were not interested in buying summer clothes. However, things improved in the final quarter after we opened five new stores. As you can see, sales reached a peak off £4 million. Thank you, Tom. I think we can all agree that those figures are very impressive. How are things looking for the coming year? It's a bit too early to say for sure, but the signs are very promising. Yeah, Questions Answer the following multiple choice questions about the scene you have just watched. Question one. By how much did sales increase in the first quarter? A 5% year on year? Be 10% year on year C, 15% year on year? The correct answer is C 15% year on year. Question two. When was the advertising campaign launched? A. In the first quarter Be in April? See in August? The correct answer is B. In April. The first quarter would cover January, February and March. Question three. In the final quarter, sales reached a peak of A £400,000. Be £4 million C. £4 billion. The correct answer is B £4 million. 39. Lesson Eight - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. Good morning, everyone, and thank you for coming to the annual sales review. The word sales refers here to the amount of money a company obtains by selling its products. It can also be used to refer to the department that is responsible for selling those products. For example, suit Jackson is our head of sales or head of the sales department. Total sales increased by 10 percent. If something increases by a certain amount, it is that amount higher than the original value. For example, sales stood at €5 million in January, and they increased by €2 million to 7 million in February. That's good news. News is an uncountable noun and always takes a singular verb despite ending in S. So you would say the news isn't good, not art. And you cannot say unused either. However, you can't say some news. For example, I've got some good news for you. Let's start with the first quarter. Let is a contraction of Let us and is used to make a suggestion. The business year is divided into quarters or periods or three months, often referred to as Q1, Q2, Q3, and Q4. The first-quarter would cover January, February, and March. Sales amounted to 2.5 million pounds. Note that we say 2.5 million pounds and use a full stop or period in the US to separate the millions from the decimal places in written English. You could also say 2.5 million here. The pound sign is placed before the amount and designates the pound sterling, the currency of the UK. This was mainly due to a very successful January sales period. Here, sales refers to the period when shops reduce their prices. The January sales, or a longstanding British tradition, although they usually start right after Christmas or even before these days, due to means because of, unfortunately, we had a rather disappointing summer. Don't confuse disappointing and disappointed. Adjectives ending in I-N-G describe a thing or person, while those ending in ED describe how we feel. For example, his exam result was disappointing. So he felt very disappointed. Was the bad weather to blame? Weather is another uncountable noun. So you cannot say, we had about whether whoever, you could say we had some very bad weather, if someone or something is to blame, they are responsible, for example, I'm not to blame for this mistake. Definitely. Don't confuse definitely. And definitively. Definitely means without any doubt. While definitively means decisively or conclusively. For example, would a detailed study answer the question definitively? Definitely. It was one of the worst summers on record. Worst is the irregular superlative form of the adjective bad. Note the difference between the comparative form worse and the superlative worst. Last summer was worse than this summer. In fact, it was the worst summer Ever. Our customers, we're not interested in buying summer clothes. Note that we say interested in are not interesting. In a common mistake. A person can be interesting, but only if they arouse curiosity or interest. For example, I'm not interested in him because he's not at all interesting. Note the pronunciation of clothes. If you say it quickly, it sounds like reverb to close, close, close. However, things improved in the final quarter, however, is used to introduce a statement that contrasts with something that has been said before. The final quarter would usually cover the months of October, November, and December. I think we can all agree that loss figures are very impressive. Agree is a verb, so we say I agree or not, I am agree. And other common mistake. However, there are other ways of agreeing. You can be in agreement with someone or you can use the adjective agreed. For example, is everyone agreed on that? That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 40. Lesson Eight — Speaking Activities: key phrases. Listen and repeat Good morning, everyone, and thank you for coming to the annual sales review. I'm pleased to announce that it was another excellent year. Total sales increased by 10% compared with the previous year. As you can see from this chart, sales amounted to 2.5 million pains. This was mainly due to a successful ad campaign. Unfortunately, we had a rather disappointing summer. However, things improved in the final quarter. Role play. Now it's your turn to speak. You are the sales manager for a fast food chain. You were in the middle of a management meeting. You have to present this year's sales figures. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer, which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. The CEO will introduce you, and now Alex is going to talk about this year's sales. Four. Good morning, and thank you all for being here today. So was it a good year? But a badge? You four. I am pleased to announce that it was another excellent year. That's good news. What happened in the first quarter, Boy? As you can see from this chart, sales increased by 15%. What about the second quarter four? Unfortunately, we had a disappointing second quarter. So how are things looking for the coming year? Four. It's a bit too early to say for sure, but it's looking very promising. Four questions to finish Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. How would you prepare for an important presentation? Question two. What are some typical mistakes made by presenters? Question three. What makes a Good presentation? 41. Lesson Eight — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PdF workbook for this lesson giving a presentation because many people have little or no experience of giving formal presentations, they get nervous at the thought of doing so. Even though they are often better at speaking in public than they think they are presenting is a skill that can be developed through practice, not a talent that you are born with. The more you do it, the better you become and the more confident you feel. Preparation helps a swell. The better. You know your material, the more confident you'll be. Start by being clear about your outcome. Avoid focusing too much on giving information and seek to influence your audience. Make sure your presentation is audience centered. What are their wants? Needs, interests and concerns. Next, decide what you want to include and leave out the secrets of successor Less is Mawr and keep it simple. Brainstorm all possible content. Organize your material by using a spider diagram or by writing points on cards. As you move things around, a structure will emerge. Think about managing the audience. Attention span so people don't zone out. Grab their attention from the start and tell them what your presentation will do for them. Given overview off the content, the agenda and your key messages. Keep people alert throughout with examples, case studies and stories to bring ideas to life. Close with impact by summarising repeating your key messages and calling them to action. 42. Lesson Nine — Scheduling an Appointment: you, you International fashion supplies sales department. Maria Ramirez speaking. How may I help you? Hello. This is Bob Morgan, purchasing manager with Chic Boutique. I'm going to be in New York next week, and I'd like to arrange an appointment with your sales director to discuss potential new orders. I'm afraid Mr Kerry will be away on a business trip all of next week. But I'm sure his assistant, Miss Page, would be delighted to meet with you. Which day would suit you best? Well, I'm arriving on Monday afternoon and leaving Thursday morning. So any time on Tuesday or Wednesday would be okay. Let me just check Miss Pages schedule. She's free all Tuesday afternoon. Would that be convenient? That would be fine. Shall we say two o'clock? Could you make it a bit later? I may have a lunch meeting on that day three, then? Yes, that would be preferable. So 3 p.m. On Tuesday, June 24th. Can you give me a phone number where she could contact you if need be? Yes. My mobile number is or 794 Double. Five, 67345 07945567345 Got it? And you know the way to our offices. Know when I'll be staying downtown and I'm sure the cab driver will know. Yes, well, have a good trip and see you next week. Thank you very much. I'm looking forward to it. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. Who does both Morgan want to arrange an appointment with a the assistant? Be the purchasing manager. See the sales director? The correct answer is C. The sales director. Question two. Who will Bob Morgan be meeting next week? A. Maria Ramirez Be Miss Page. See Mr Kerry. The correct answer is B. Miss Page Question three. When will the meeting take place? A. Thursday morning be Tuesday afternoon. C Monday afternoon. The correct answer is B. Tuesday afternoon question. For where will the meeting be held? A. In New York. Be in a hotel. See involved Morgan's office. The correct answer is A in New York 43. Lesson Nine — Scheduling an Appointment (subtitled): you, you International fashion supplies sales department. Maria Ramirez speaking. How may I help you? Hello. This is Bob Morgan, purchasing manager with Chic Boutique. I'm going to be in New York next week, and I'd like to arrange an appointment with your sales director to discuss potential new orders. I'm afraid Mr Kerry will be away on a business trip all of next week. But I'm sure his assistant, Miss Page, would be delighted to meet with you. Which day would suit you best? Well, im arriving on Monday afternoon and leaving Thursday morning. So any time on Tuesday or Wednesday would be okay. Let me just check Miss Pages schedule. She's free all Tuesday afternoon. Would that be convenient? That would be fine. Shall we say two o'clock? Could you make it a bit later? I may have a lunch meeting on that day three, then? Yes, that would be preferable. So 3 p.m. On Tuesday, June 24th. Can you give me a phone number where she could contact you if need be? Yes. My mobile number is or 794 Double. Five, 67345 07945567345 Got it? And you know the way to our offices. Know when I'll be staying downtown and I'm sure the cab driver will know. Yes. Well, have a good trip and see you next week. Thank you very much. I'm looking forward to it. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. Where will Mr Kerry be next week? A. On vacation? Be in the office, See on a business trip. The correct answer is C on a business trip. Question two. What time will the meeting start? A. At lunchtime B two o'clock C three o'clock. The correct answer is C three o'clock. Question three. Where will Bob Morgan be staying? A. In hostile Be with Maria See in the city centre. The correct answer is C in the city centre or don't own, as they say in American English. 44. Lesson Nine - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. International Fashion supplies sales department, Maria Ramirez, beginning, it's good business practice to give the name of your company, your department, and your name. When answering the phone. You can say your name followed by the word, speaking in non-business situations to how may I help you? How may I help you? Is applied formula that can be used when speaking with customers or members of the public in service situations, either on the phone or face to face. Hello. This is Bob Morgan, Purchasing Manager with chic boutique. This is followed by your name, is another way of introducing yourself on the phone. To purchase means to buy. The purchasing manager is responsible for acquiring goods and services and accompany. I'm going to be in New York next week. We use going to plus an infinitive form to talk about future plans and intentions. For example, when are you going to go on holiday? You could also say, when are you going on holiday? Using the present continuous tense. And I'd like to arrange an appointment with your sales director. Id is a contraction of I would an appointment is an arrangement to meet a person or be at a place at a certain time. It's often used in medical situations. For example, I've got a doctor's appointment tomorrow at 10:00 AM, afraid Mr. Carey will be away on a business trip all of next week. I'm afraid, is an expression used to introduce bad news in a polite way. For example, I'm afraid I won't be able to come to your party. Note that we say a business trip and not a business journey, but I'm sure his assistant, ms. Paid would be delighted to meet with you. If you are delighted to do something, you are very pleased or happy to do it. For example, I'm delighted to meet you. Meet with is a typically American expression. In British English, you meet someone which stay with CU best. We use which when there's a choice between two or more possibilities. If something suits you, it's convenient or makes things easy. For example, I worked part-time, which suits me fine. Best is the superlative form of the adverb. Well, well, I'm arriving on Monday afternoon. The present continuous or progressive tense is used for definite future arrangements with a future time would. In this case, we have already made a plan and we are pretty sure that the event will happen in the future. Let me just check MSE pages schedule. Let me just an expression used when you need some time to do something. For example, let me just think about it for a couple of days. Maria says schedule because she is American. In British English, the pronunciation is schedule. Schedule, or schedule can also be a verb. We scheduled or scheduled the meeting for ten a M cell. We say two o'clock. Shall we? Followed by an infinitive without to is an expression used to make a suggestion. For example, shall we have lunch together? Two o'clock could be in the afternoon or during the night. Here It's obviously the afternoon. But to make it clear, you could say 02:00 PM. I may have a lunch meeting on that day. May is a modal verb used here to express possibility. Bob is not sure he will have a lunch meeting. So 3PM on Tuesday, June 24th, Maria could also have said three o'clock being American. Maria says on Tuesday, June 24th, a British person would be more likely to say on Tuesday, the 24th of June. Note that we do not usually put the of in written English. My mobile number is 079 formidable 5 6734507945567345. In English, telephone numbers are set one digit at a time. Unlike infringe, for example, note that while Bob says, Oh, for the first digit of the number, Maria being American, says 0. And you know the way to our offices. No, but I'll be staying downtown. If you stay somewhere, it's usually temporary in a hotel or with friends, et cetera. Downtown is used in American English to refer to the center of a city. Bob would probably say, I'll be staying in the city center if he were talking to a British person, I'm sure the cab driver will know. In New York, as in London, taxis are often called cabs. We use will to talk about what we think will happen in the future. Well, have a good tread and see you next week. The expression have a good followed by a noun is used in many other contexts. For example, have a good flight, Have a good day, have a good time. You could also say, enjoy your trip. See you next week is a shortened form of I'll see you next week. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you have learned so far in this lesson. 45. Lesson Nine — Speaking Activities: key phrases. Listen and repeat. I'd like to arrange an appointment with the sales director. Which day would suit you best? Any time when choosing all Wednesday would be okay. Let me just check my schedule. Would Tuesday afternoon be convenient? Shall we say two o'clock? Could you make it a bit later? Have a good trip and see you next week. Role play. Now it's your turn to speak. You're phoning a customer to arrange a meeting. They're assistant answers the phone. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. Good morning. How may I help you four? I'd like to schedule a meeting with Mr Wood to discuss our new range. Of course, which day would suit you best? Or what about next? For every day? Okay, that's fine. Shall we say 10 o'clock? Four. Could you make it a bit later? I've got another meeting at nine. Let's say 11 then. Can you give me your number four? Yes, it's 067894 double to one. We look forward to seeing you at 11 then war perfect. Thank you very much. War Questions to Finish Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one want. Does a purchasing manager's job consist off? Question two. If you were going on a business trip abroad, what preparations would you make? Question three. What would you like to see and do if you had the opportunity to go to New York? 46. Lesson Nine — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. Purchasing manager Job description Purchasing managers are responsible for buying the best quality equipment, goods and services for a company organization at the most competitive prices. They work in a wide range of sectors for many different organizations. Purchasing managers oversee supply chain management and procurement, possibly on a worldwide scale. They need to be good at negotiating, networking and dealing with numbers, as well as dealing with other factors. Such a sustainability, risk management's and ethical issues, purchasing and supply management is an important role for any business or organization. More than 2/3 of revenue could be spent on buying the company's products or services, meaning the purchasing manager can make a real difference in cost saving and profits. The duties carried out by a purchasing manager depend largely on the business functions, size and location off the employing organisation. The level of responsibility held by the purchasing manager will also influence responsibilities 47. Lesson Ten — Negotiating an Order: right. Let's get down to business, shall we? As you know, we are planning on opening around a dozen shops here on the East Coast, and we're talking with potential suppliers. Well, we've been supplying you with dresses for your UK stores for quite a while now, so I'm sure we can come to an agreement. What sort of items will you be needing? Accessories, Mostly scarves and belts. And what quantities did you have in mind? Initially, we would need 500 of each. What's the best price you can offer us? It would depend on the exact models, but as a ballpark figure, I'd say around $10 for the belts and $20 for the scarves. That's a bit high for us. Could you want for a discount for a larger order? I should think so. I'll check with my boss and get back to you. Okay. Perhaps we could look at delivery times in terms of payment. I think we've covered everything. How soon could you send us your proposal? It shouldn't take long. I'll email it to you in a couple of days. Perfect. And if you're free tonight, I'd be delighted to show you some of the sights of New York. That sounds like a great idea. Questions Answer the following multiple choice questions about the scene you have just watched. Question one. How many shops are chic boutique planning to open in the U. S. A. A. 500 B 12 c. Five. The correct answer is B 12. It doesn't his 12 Question two. What items does Bob want to buy a Jackets? Be dresses, See accessories. The correct answer is C accessories. Question three. What price does Linda give for the scarves? A. $30 B $20. See $10. The correct answer is B $20. Question full. What will Linda do following the meeting? A. Send Bob a proposal. Be place an order. See? Have dinner with Bob. The correct answer is a Send Bob a proposal. 48. Lesson Ten — Negotiating an Order (subtitled): right. Let's get down to business, shall we? As you know, we are planning on opening around a dozen shops here on the East Coast, and we're talking with potential suppliers. Well, we've been supplying you with dresses for your UK stores for quite a while now, so I'm sure we can come to an agreement. What sort of items will you be needing? Accessories, Mostly scarves and belts. And what quantities did you have in mind? Initially, we would need 500 of each. What's the best price you can offer us? It would depend on the exact models, but as a ballpark figure, I'd say around $10 for the belts and $20 for the scarves. That's a bit high for us. Could you want for a discount for a larger order? I should think so. I'll check with my boss and get back to you. Okay. Perhaps we could look at delivery times in terms of payment. I think we've covered everything. How soon could you send us your proposal? It shouldn't take long. I'll email it to you in a couple of days. Perfect. And if you're free tonight, I'd be delighted to show you some of the sights of New York. That sounds like a great idea. Questions answer the following multiple choice questions about the scene you have just watched. Question one. How many items does Bob want to order? Initially, a 500 be 1000 c. 5000. The correct answer is B 1000 500 belts on 500 skulls. Question two. What does Bob want Winter to do a check with her boss? Be reduced her prices. See place a larger order. The correct answer is B Reduce her prices. Bob wants to know if he could have a discount if he places a larger order. Question three. What does Linda offer to do at the end of the meeting? Hey, take Bob out in New York. Be order a taxi for Bob. See, recommend a restaurant for Bob. The correct answer is a take a bow belt in New York 49. Lesson Ten - Language Notes: In this video, we're going to study the grammar and vocabulary used in the dialogue. You will find more detailed explanations in the PDF workbook, along with links to sites on the Internet where you can find out even more. Okay, Let's begin. Right. Let's get down to business, shall we write is said, when you want to make a group of people notice you, especially so that you can start an activity or a meeting. Let's get down to business. An expression used to market transition to a business discussion. Let's an abbreviation of let us is used to make a suggestion. That type question corresponding to lead is, shall we? For example, let's go and see a movie tonight. Chihuly. As you know, we are planning on opening around a dozen shops. Bob could also have said, we are planning to open. A dozen is 12. So around a dozen is approximately 12 here on the East Coast, new York where there's meeting takes place is on the East Coast of the USA, which runs along the Atlantic Ocean. Well, we've been supplying you with dresses for quite awhile now, the present perfect progressive tense is used here to describe an action that began in the past, continues up to the present. Note that you supply someone with something in English. Quite awhile means along time. So I'm sure we can come to an agreement. If you come to an agreement, you make a decision after a lot of discussion. You could also say, reach an agreement. What sort of items will you be needing? The future progressive tense is used to indicate that something will occur in the future and continue for an expected length of time. But you could also say, what sort of items will you need or what sorts of items are you going to need? Accessories, mostly scarves and belts. Mostly is an adverb that means mainly, or for the most part. Note that we form the plural of words ending in f or f by replacing the f or f with VS. For example, scarf, scarves, wife, wives, knife, knives. And what quantity is did you have in mind? If you have something in mind, you are thinking about it. For example, I need a new secretary, but I haven't got anyone in mind. It would depend on the exact models. Note that in English we say depend on, not depend of, which is a common mistake. Initially we would need 500 of each. Initially means the same as at first, or to start or begin with. Note that we say 500 and not hundreds, because it's an exact number. Each is a pronoun and stands here for each type of accessory. But as a ballpark figure, I'd say around $10 for the belts. A ballpark figure is a rough estimate or approximation of an amount. It's mainly used in American English. Note that although we say 10 dollar, the dollar sign is put before the figure in written English. Could you offer a discount for a larger order? A discount is a reduction in price. Large means the same as big. An order is a request for a product to be made for you or delivered to you. Order can also be a verb. For example, we ordered 500 bugs. I should think so. I'll check with my boss and get back to you with some verbs we use. So instead of repeating the object clause here, instead of saying, I should think we could offer you a discount, Linda just says, I should think so. If you get back to someone, you phone, write, or speak to someone at a later time. Perhaps we could look at delivery times in terms of payment. Perhaps we could is a polite way of making a suggestion. Delivery times refers to how long it will take for the order to be delivered. Terms of payment refers to when and how the order will be paid for. How soon could you send us your proposal? We use how to introduce questions about measurements or amounts. For example, how far is it to Oxford? How often do you buy a newspaper? How tall is the Statue of Liberty? How well do you, it shouldn't take long. We use should or shouldn't to talk about what is or what isn't likely to happen. For example, there should be a big crowd at the much tonight. It shouldn't rain. But you'd better take an umbrella just in case I'll email it to you in a couple of days. E-mail can be a verb or a noun. For example, I check my email when I get up. She emailed me 10 times. Strictly speaking, a couple is two. But it's often used to refer to an indefinite small number. And if your feet tonight, I'd be delighted to show you some of the sites of New York is a contraction of I would. A site is a place of interest, not to be confused with its homophone site, which is a place where something is was all will be. For example, we visited the ancient Egyptian burial sites. That's all for now. In the next video, you'll have the opportunity to practice your speaking skills and use the language you've learned so far in this lesson. 50. Lesson Ten — Speaking Activities: key phrases. Listen and repeat. Let's get down to business, shall we? I'm sure we can come to an agreement. What sort of items will you be needing? What quantities did you have in mind once? The best price you can offer us. Could you want for a discount for a larger order? I'll check with my boss and get back to you. How soon could you send us your proposal? Role play. Now it's your turn to speak. You are a buyer for a company that sells computer equipment. You are negotiating with a supplier. Listen and use the written cues to give suitable answers. After a pause, you will hear a sample answer which you will have time to repeat. But don't worry if your original answer was not exactly the same. Okay, let's begin. What sort of items will you be needing? Or I'll be needing flash drives and external hard drives. Okay. And what quantities did you have in mind? Four. Let's say 1000 of each. Right. I'm sure we can do that War. Once the best price you can offer us for that quantity, we could offer you a 10% discount. Four. Okay, How soon could you send us your proposal? It shouldn't take long. I'll email it to you tomorrow. Four. Perfect Four Questions to finish Here are some questions relating to the topic of the lesson for you to answer. Pause the recording to give yourself time to speak and try and give as much information as possible. Question one. What are some situations in which people have to negotiate in everyday life? Question two. How would you prepare for an important business negotiation? Question three. What qualities are needed to be a successful negotiator? 51. Lesson Ten — Listening Passage: listening. You're going to hear an article being read aloud, listen and trying to understand as much as possible. You will find a transcript of the article and a Siris of true false questions in the PDF workbook for this lesson. Successful negotiation Negotiating is a term used a great deal nowadays in newspapers, on television and on radio, it often seems to imply that only large companies or whole countries are involved. No individuals, however, we all frequently have to negotiate, even though we may not realize it. In fact, all human interactions are characterized by some sort of negotiation between or among people trying to give to and take from one another. The process of exchange is continual on often goes unnoticed. Take time for a moment to consider why you occupy the position that you now do. How much negotiation did it take at home, at school, at work elsewhere? To enable your occupation of this position negotiating, maybe thought off as a process of bargaining to reach a mutually acceptable agreement. Good negotiating skills are essential to the smooth running of your business. You need to be able to negotiate with many different types of people in many different business situations. Whether you are negotiating a loan from your bank manager or the next pay rise with the union or staff representative, the skill, once learned, will stand you in good stead. It may help your negotiations if you understand the attributes off a good negotiator. Being good doesn't necessarily mean that you always come out on top in a negotiation. It means that you reach a conclusion that is satisfactory for your business. This might mean proceeding with a specific course of action, or it may mean not proceeding because the terms are unacceptable. Much has been said about so called hard negotiation, negotiating aggressively and getting your own way at all costs. The danger here is that you might win this time around, but a potentially high cost. The other party may refuse ever to deal with you again. Can you afford to destroy relationships in this manner? It is arguably always better toe look for a fair and mutually beneficial outcome. That way the door is left open for you to do business again. In the future, you build rather than break relationships