SOLUCIONARIO BURLINGTON.pdf

 Answ  An swer er Ke Keyy

 Answ  An swer er Ke Keyy

Office Administration Student’ St udent’ss Book  1 Who’s Who in the Office?

David: First of all, let me introduce you to Wendy McKenzie, our Senior Administrativ Administrative e  Assistant. You You will work very closely with her.

page 4

1

1. Alicia Livingstone, Senior Administrative  Assistant 2. All employees 3. The Managing Director, Mr Bradley, Mrs Cuthbert, Head of Sales and Ms Gilmore, Head of Marketing 4. Mr Mortimer, the Human Resources Director and Mr Robertson, the Financial Director 5. To To the first floor 6. The Accounting Departme Department nt

2

1. 2. 3. 4.

4

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

Wendy: Nice to meet you. Kate: Nice to meet you, too. David:  And this is Natasha Reid, our Financial Director. Kate: Nice to meet you, Mrs Reid. Natasha: Good luck. Kate:  Thanks … Mr Barton, who is the Sales Director?

Human Resources Director administrative assistant Financial Director now

David: Our Sales Director? That’s Colin Ashton. We’ve also got a very dynamic marketing department. Their director is Liz Travis. Kate: Let me see, Colin Ashton is the Sales Director and Liz Travis is the Marketing Director. Is that right? David: Exactly. They’re all in a meeting on the 3rd floor now. I’ll introduce you to them later. Kate: Mr. Barton, I’ve got a question. David: Certainly, Kate. What would you like to know?

Working with Vocabulary page 5

5

6

8

Kate: What’s the name of the receptionist?

1. 2. 3. 4. 5. 6. 7.

Financial Director Marketing Director Human Resources Director Head of IT  Head Senior Administrative Assistant Telemarketi elemarketing ng Representative Customer Service Clerk  Customer

1. 2. 3. 4. 5. 6. 7. 8.

the Head of Research and Development a Receptionist the Chief Accountant the Managing Director a Junior Administrative Assistant a Sales Representative a Laborator Laboratoryy Technician a Computer Programmer

1. second 2. Lily Finn 3. first

David:  Ah, our receptionist! She’s She’s Lisa Brown. 1. d

David: Hello, Kate. My name is David Barton, and I’m the Managing Director of Warfords.  You’re  Y ou’re going to be my administrative assistant.

3. b

5. c

page 6

1

1. 2. 3. 4. 5.

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

2

1. 2. 3. 4. 5. 6.

administrative assistant Head of Research and Development seat coffee one Thank you

4

1. 2. 3. 4. 5.

Graham Bright Dynamick  His coat Mr Chandler and Mrs Shack  Coffee with milk and one teaspoon of sugar

Kate: Pleased to meet you, Mr Barton. I’m looking forward to working with you.

1

4. a

Welcoming Visitors

4. seventh 5. Meg Day

 Your  Y our Turn

2. e

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answ  An swer er Ke Keyy

Working with Vocabulary

Janet: No, thanks, Andrea.

page 7

5 6

7

 Andrea: So, what would you like to see first?

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

4. umbrella 5. sweetener

lemon umbrella tea teaspoon coffee

6. 7. 8. 9. 10.

1. teaspoon 2. seat 3. visitor

8 √3

√5

coat jacket milk  water sweetener

4. jacket, coat 5. water, soda 6. coffee, lemon

√6

√7

4

1. 2. 3. 4. 5.

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

1. 2. 3. 4. 5.

Thank you new lift meeting coffee

1. DS

2. F

Janet: Minus one?  Andrea:  Y  Yes. es. Janet: Wow! It’s amazing. Everything’s so organised.  Andrea:  Yes,  Yes, it is. Now, we can take the stairs to minus two. I’ll show you the car park … and here’s your parking space. Here, number 186.  Andrea: Now, let’s go back to the second floor and I’ll show you the stockroom. Here it is. You’ll find all the office supplies you need here. Ms Lee has got the key to the stock room, or you can ask me for my key.

page 8

2

 Andrea:  Yes,  Yes, it is. It takes up an entire floor. floor. Let’s Let’s take the lift down. The warehouse is on minus one.

Janet: My parking place. 186. Great.

2  The Office Of fice Building B uilding 1

Janet:  The warehouse. I’m sure it’s it’s huge.

Janet: Ms Lee or I should ask you. I’ll remember that.  Andrea: Why don’t we have lunch i n the cafeteria now and I’ll show you the rest of the building after lunch? We’ll take the li ft because the cafeteria’s on the 6th floor. 1. 205 2. Sharon Hunt 3. warehouse

3. T

4. T

5. F

Working with Vocabulary

Getting Around the Office page 10

1

1. his parking space number 2. Tammy’ Tammy’s s office number 3. the floor of the car park where his parking space is 4. his employee number 5. the floor where he can find Tammy’ ammy’s s office

page 9

6

1. thirteen 2. forty-six 3. eleven

4. seventy-five 5. twenty-nine 6. eighteen

7

1. laboratory 2. stairs 3. lobby

4. reception 5. warehouse 6. maintenance department

2

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

8

1. 2. 3. 4. 5.

6. 7. 8. 9.

4

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

conference room conference ground floor toilet lift stockroom

top floor car park  cafeteria kitchen

b. Name of company: Sandy’s Textiles Name of employee: Mrs Norton Floor: third Room number: 302

 Your  Y our Turn

 Andrea: Here’s your office, Janet. It’s room 205.

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

Janet: 205? It’s very nice.  Andrea:  You’ll  You’ll share an office with another sales representative, Sharon Hunt, but Sharon isn’t here today. Why don’t you put your handbag here and I’ll show you around the building? Janet: OK. Thanks.

Working with Vocabulary page 11

 Andrea:  This is the kitchen. Would you like some coffee?

2 2

4. 186 5. Ms Lee 6. Cafeteria

5

1. d 2. f

3. a 4. g

5. b 6. h

7. c 8. e

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 Answer Key

6  7 8

1. e

2. b

3. a

4. c

5. d

1. e

2. c

3. a

4. b

5. d

Male: Good restaurants. No problem. Is there anything else?

3. Go up the stairs to the second floor. Turn right. The Marketing Department is next to the  Accounts department. 4. Go straight when you leave Room 202. R&D is at the end of the corridor. It’ll be the third door on your left.

Female: Just one more thing. Can you answer the phone and take messages between half past twelve and half past one? It’s Julie’s lunch break and Kelly, the other receptionist, isn’t at work today. Male: Between half past twelve and half past one? Certainly. 1. Japan 2. third, fourth 3. 25th, September

3 Office Routines page 12

1  2

1. T

4

1. a

Organising an Office 2. T

3. DS

1. letters 2. half past one 2. e

4. F

5. DS

6. F

3. euro 4. take minutes 3. d

4. b

page 14

1

1. On the second floor of the Tower Central Building 2. Yes 3. Desks, filing cabinets, office chairs, etc. 4. Yes 5. Yes 6. 500 square metres

2

1. great 2. window 3. next to

4

1. c

5. c

Working with Vocabulary page 13

6

7 8

1. 2. 3. 4. 5.

It’s half past nine. It’s quarter to twelve. It’s twenty past seven. It’s quarter past five. It’s seven o’clock.

a. 9 1. 2. 3. 4. 5.

b. 1

c. 6

d. 8

e. 7

f. 5

2. a

4. idea 5. too 3. b

4. e

5. d

Working with Vocabulary page 15

answer the phone search the Internet send an e-mail schedule a meeting take minutes

 Your Turn

5

1. 2. 3. 4.

7

In picture 1, the waste paper bin is near the reception desk. In picture 2, the lamp is on the table. In picture 4, the keyboard is in front of the computer screen.

Female: OK, Paul. You’ve got quite a few things to do today. First of all, I’d like you to file these two documents. Male: Where should I file them, Mrs Marks? Female: There’s a file called “Imports from Japan”. Put them in there. After that, at 10:30, the post should arrive, so please distribute it around the office. Male: Is the post only for the people here on the third floor?

Male: Let me write this down. Mrs Price, Tuesday, the 25th of September – Beijing and Shanghai. Female: Yes, that’s right. Please can you search the Internet for some good restaurants in each of these cities?

photocopier chair air-conditioner filing cabinet

5. 6. 7. 8.

desk  keyboard shredder lamp

4 Managing Office Supplies page 16

1

1. 2. 3. 4. 5. 6. 7.

2

1. Three 2. black 3. 10

Female: No, it’s also for people on the fourth floor.  Another thing is – Mrs Price is travelling to China on the 25th of September. That’s next Tuesday. She’ll be in Beijing and Shanghai.

3

4. good restaurants 5. 12.30, 1.30

one box No Three 10 writing pads Staples Highlighters Computer toner cartridges, paper for printer and photocopier 4. 50 5. last week 

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answer Key

4

Item

Items in office Quantity

Quantity to order

black

3 boxes

1 box

blue

1 box

3 boxes

writing pads

0

2 packets / 20 pads

folders

12

50

3 packets

0

Item pens

markers

Quantity  

15 boxes

Paper

5 boxes

12 packets

Writing pads

1 packet 

Scissors

3 pairs

Sticky tape

23 rolls

 25 rolls

20 pink 

Highlighters

 20 yellow 

Working with Vocabulary

13

Folders

page 17

6

7 8

1. 2. 3. 4. 5. 6. 7. 8. 9.

scissors highlighters pen rubber pencil folder paper envelope hole punch

1. c 1. 2. 3. 4. 5. 6.

30

2. b

green orange grey white red brown

10. 11. 12. 13. 14. 15. 16. 17. 3. d

stapler ring binder marker writing pad sticky tape toner cartridge paper clips staples

4. a 7. 8. 9. 10. 11.

purple blue yellow black  pink 

 Your Turn

 Sally: Hi, Eve. Can you please help me take an inventory of the office supplies in the stockroom?   Eve: Sure, Sally. Let’s start.  Sally: Well, first of all, there are five boxes of paper.

Ordering Office Supplies page 18

1  2

1. T

1. writing pads 2. 20 3. 50

4. yellow 5. small

4

1. 200 2. 50 3. staples

4. more than seven 5. one type

5 6

1. c

7

1. Tuesday 2. Thursday

8

1. 2. 3. 4. 5. 6.

January February March April May June

9

1. 2. 3. 4. 5. 6.

Wednesday July No Saturday Accept all logical answers. 25th December

  Eve: How many are there?  Sally:  Twelve. There’s one packet of twelve.

 Sally:  Yes. There are three pairs here. Yes, three pairs and … twenty-three, twenty-four, twenty-five rolls of sticky tape.   Eve:  Twenty-five rolls of sticky tape? Ok. How about highlighters?

  Eve: Ok. Only 20 yellow highlighters. What about folders? I ordered a lot of folders last month. How many are there now?  Sally:  Thirty, I think. I’ll count again. Yes, thirty. Well, I guess that’s it. Thanks for helping me, Eve. I’ll go and order some more supplies now.

4 4

4. T

5. T

6. F

page 19

 Sally: We haven’t got enough writing pads.

 Sally: We’ve got 20 yellow highlighters but there aren’t any pink or green ones.

3. F

Working with Vocabulary

  Eve: Five boxes? Ok. What else?

  Eve: OK. I’ve written that down. Have we got any scissors?

2. T

a. b. c. d.

2. f

3. a

4. e

Invoice quantity price per unit subtotal

5. d

6. b

7. g

e. discount f. delivery date g. payment date 3. Friday 4. Sunday 7. 8. 9. 10. 11. 12.

July August September October November December

5 Photocopying page 20

1  2

1. DS 1. First 2. paper 3. then

2. T

3. T

4. T

5. F

4. last 5. photocopier

Office Administration Student’s Book Photocopiable © B Burlington Books

6. T 

 Answer Key

4

1. c

2. e

3. a

4. b

5. d

2

1. wrong 2. Hospital 3. picture

4

1. 2. 3. 4. 5.

Working with Vocabulary page 21

5 

1. d 2. a

6

1. 2. 3. 4.

7 8

3. c 4. e

7. f 8. g

new narrow turn off close

1. T 1. 2. 3. 4.

5. b 6. h

2. T

5. long 6. dark  7. enlarge

page 23 3. T

diagram drawing label poster

4. F 5. 6. 7. 8.

5. T

6. T

7. F

5

1. 2. 3. 4. 5.

6

1. 2. 3. 4.

go through resend, confirmation page insert programmed

7

1. 2. 3. 4.

hotel bank factory museum

catalogue magazine article chart newspaper article

  Lisa:

Hi Bill, I’ve got a question about the photocopier. Can you help me, please?

  Bill:

Sure, what’s the question?

  Lisa:

How do I photocopy on both sides of a page?

  Bill:

Oh that’s easy. There’s an icon for doublesided photocopying. First, put the papers here, like this.

  Lisa:

Just a second. Let me check that I removed all the staples. Um … ok, no staples.

  Bill:

Good. That’s important. Now that all the papers are in the right place, you select this icon here. You see, this picture of two sides of a page next to each other.

A cover sheet Printed side up Mrs L. Neuman 01177-543-2198 Purchase of tables and chairs from Bella Gianni Furniture Factory 6. The number of pages

5. 6. 7. 8.

hospital law firm department store restaurant

6 Handling Incoming Mail page 24

1

1. 2. 3. 4. 5.

OK, I see. How do I make fifteen copies? Do I press fifteen now?

  Bill:  Yes, that’s right.

Accounting Department Waste paper bin Customer Services Department Sales Department Human Resources

  Lisa:

Oh no, a page is stuck somewhere inside the machine.

2

4. distribute 5. Accounting Department

  Bill:

Don’t worry. The photocopier shows you which door to open and you can remove the paper. You see the paper is stuck inside part C of the machine. Open this door.

1. date 2. after 3. recipient

4

1. incoming mail 2. received, date 3. date, day

4. names 5. chart

  Lisa:

 

Part C? Here? Oh, OK. I’ve removed the page and I’ve closed the door. Let’s try again. I’m pressing Start .

1. two sides 2. staples 3. 15

4. C 5. Lisa

Working with Vocabulary page 25

5 

1. d 2. g

6

1. stamp 2. procedure 3. adjust

7

1. e

Sending Faxes page 22

1

5

Dr Hill / Eastside Hospital blank page side up cover sheet recipient

Working with Vocabulary

 Your Turn

  Lisa:

4. person 5. good

1. 2. 3. 4. 5.

Yes Yes You get a confirmation page. Try to resend the fax. Many client’s fax numbers

3. f 4. c

2. c

5. b 6. h

7. e 8. a 4. sender 5. document 6. sort

3. d

4. f

Office Administration Student’s Book Photocopiable © B Burlington Books

5. b

6. a

 Answer Key

4

 Your Turn

Item  Female: OK, Jack, let me show you what we do with the incoming mail. Take this stamp. It’s still got yesterday’s date on it, so adjust it to today’s date – it’s the 26th October today.  

Documents Free sample

Jack:  And what do I do with the stamp?

 Female: Well, you have to stamp every incoming document, and then you must document it on the computer in the incoming mail log – it’s a special program.  

Jack: How do I get into the program?

 Female:  You simply select this red and yellow icon here. It says ‘Mail Log”.  

Jack: Red and yellow – OK, so what do I type in – the date, the sender and the recipient?

 Female:  Yes, but also the type of document and if possible the topic, too.  

Jack: I’m not sure I understand.

 Female: Here, let’s go over the post together and I’ll show you.  

Jack: Here’s a complaint letter – something about a late delivery. I’m stamping it.

 Female: Good, now let’s put the details in the log. So the date we received the letter is 26th October. The sender’s name is Tony Orlando. Have you got that – Tony Orlando?  

Jack:  Yes. Is the type of document a letter?

 Female:  Yes, but if you write complaint letter, that’s more precise.  

Jack: OK, complaint letter. And the recipient is Customer Services, right?

 Female: Correct. Next item.  

Jack:  This is a letter for the Accounting Department with a cheque inside it. Should I stamp the cheque?

Package

2

6 6

wrap in bubble wrap, get postcode

 York 

weigh it send second class

1. stamp 2. post office

3. bubble wrap 4. pre-paid envelope

6

1. address 2. postcode

3. city 4. country

7

Accept all logical and grammatically correct answers.

9

1. 2. 3. 4.

 

courier a sample pick up weigh

5. 6. 7. 8.

fragile stamp reach their destination Domestic

7 Receiving Calls page 28

1  2

1. c

4

1. 2. 3. 4. 5.

2. a

3. e

1. difficult 2. 7403 3. 7413

4. d

5. f

3. last 4. York 

6. b

4. ten 5. Financial

It was difficult. She put a caller through to the wrong extension. They couldn’t receive calls. Philip Grey The Financial Director of Marchwell Cosmetics.

page 29

send the Williamson contract sample of the A9 machine bubble wrap and a box packages for Jordane Ltd. stamps registered mail

1. Italy 2. clock

Managing Director of Expolite

Working with Vocabulary

26th October yellow complaint letter Tony Orlando cheque

a. b. a. b. a. a.

send by courier

5

6

1. 2. 3. 4. 5. 6.

7

1. no reply 2. put me through 3. patience

4. Be careful 5. ring

8

a. angry b. friendly c. courteous

d. funny e. serious f. rude

page 26 1. 2. 3. 4. 5. 6.

Italy

page 27

Handling Outgoing Mail 1

Actions

Working with Vocabulary

 Female: No, Jack. Don’t stamp the cheque, only the letter. You’ll take the letter together with the cheque to the accounting department later. Now, let’s put the details in the log … . 1. 2. 3. 4. 5.

Send to

repeat state operate the switchboard connect wrong number professional

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 Answer Key

 Taking Messages

 Your Turn

page 30 Phone call 1:

1

1. 2. 3. 4. 5. 6. 7. 8.

2

1. Anne 2. please 3. fox

Pam:  Hello. Peter: Hello. Is that Robertson’s Computer Supplies? Pam: Yes, it is. Pam speaking. Peter: Hello, Pam. I’d like to speak to Chloe Jones, please. Pam: She’s not here. Peter: When will she be back at her desk? Pam: I don’t know.

Mr Patel Mrs Jacobs Jason / Mrs Anderson’s son Naomi Mr Wright Mr Bradford Mrs Anderson Mrs Gladstone 4. Max 5. 401 7139

Peter: Can she call me back? Pam: If you’d like. What’s your name and phone number? Peter: Please tell her that Peter Jones called. She’s got my number. Pam: OK. Bye. Phone call 2:  Ann: Good morning, Electrastore Appliances,  Ann speaking. How can I help you? Martin: Good morning. Could you put me through to Fiona Barnes, please?  Ann: I’m sorry. Miss Barnes is on the other line at the moment. Shall I put you on hold?

page 31

4

7

 

8

Martin: It’s Martin Newman and my number is 921-8564.  Ann: Lovely! I’ll call you back as soon as Miss Barnes is finished. Thank you for calling. Have a good day. Martin: Thank you. You, too.

3. T

2. spell your name 3. leave a message 4. interrupt

 Ann: I see. May I take a message?

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

2. F

4. F

5. T 

Working with Vocabulary 5 1. c 2. d 3. a 4. b 5. cut off  6 1. line is busy

Martin: Actually, I haven’t got much time. Martin: Maybe you could call me back when she finishes this call?

1. T

1. 2. 3. 4. 5. 6. 7. 8.

Alice and Edward Linda Ryan Mike Lisa Richard and Kate Richard Kate

1. her line is busy 2. spell your name 3. transfer

6. out of town 7. return your call 8. interference 9. 10. 11. 12. 13. 14. 15. 16.

Richard Lisa Adam Ryan Linda Adam Lisa Alice and Edward

4. aunt 5. put me on hold 6. cousins

8 Dealing with Phone Requests page 32

Pam

3

Ann 3

states the name of the company

3

offers assistance

3

asks for the caller’s name and phone number

3

ends the conversation courteously

1

1. 2. 3. 4. 5.

2

1. Don Hanson 2. boots 3. contact

not at work  correct the Muller contract give Bob the new sweater designs the filing cabinet receive the e-mail 4. Jim Murray 5. e-mail 6. contract

page 33

4

7

a. a. b. a. b.

1. 2. 3. 4.

William Spence is out of town. There is a problem with the boots he sent. Mr Spence will get back to Don Hanson. Bella Jones forgot to attach a contract to the e-mail she sent Jim Murray 5. According to Jim Murray, he has lost valuable time because of the mistake.

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answer Key

Working with Vocabulary 5 1. There’s a problem

6

7

2. 3. 4. 5. 6. 7. 8. 9.

deal with this problem get back to is unavailable discuss the matter isn’t good enough lose valuable time let me know get through

1. 2. 3. 4.

remind as soon as possible delay Attach

1. 2. 3. 4.

skirt dress sweater trousers

5. 6. 7. 8.

1. 2. 3. 4.

In China Joe Oakley from Brighton Exports The price is wrong. It says they are ordering blue trousers but they want black trousers. 5. Monday, the 17th.

Calling for Service page 34

1  2

1. F

4

1. 2. 3. 4. 5. 6.

shirt shoes jeans boots

 Your Turn

2. F

3. DS

1. help 2. water

4. T

5. T

6. DS

3. before 4. a quarter

Burton’s Bread factory Wellsmith Plumbing A burst pipe Turned off the water A quarter of an hour Turn off the electricity

Working with Vocabulary page 35

Megan: Good afternoon, Winters Textiles. Megan speaking.

5

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

1. c 2. g

6

1. 2. 3. 4. 5. 6. 7.

7

1. f

Megan: I’m sorry. Mrs Matthews is in China at the moment. Joe: I see. This is Joe Oakley from Brighton Exports. Can I leave a message for her? Megan: Of course, Mr Oakley. Joe: Please ask her to get back to me right away. There are problems with the contract she sent me. First of all, the price of the dresses is wrong. Also, the contract states that we’re ordering blue trousers. But we don’t want blue trousers – we want black ones. Megan: OK. Mr Oakley, I’ve noted the problems:  The price of the dresses is wrong and you want to order black trousers, not blue ones. We’ll contact Mrs Matthews and someone will get back to you as soon as possible. Joe:  Another thing – we’ve had a problem with our e-mail. Can you please resend all the e-mails that you have sent us in the last 24 hours? Megan:  That won’t be a problem.

3. i 4. f 

5. b 6. e

7. d 8. h

9. a

dripping tap, burst pipe carpet stain car won’t start broken door handle, (jammed lock) power cut computer crash break in 2. a

3. e

4. b

5. d

9 Scheduling Meetings page 36

1

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

2

1. Katie 2. directors 3. calendar

 

4

Joe:  Thank you and please remind Mrs Matthews that we’ve got a meeting on Monday, the 17th. She’ll be back by then, right? Megan:  Yes, she’ll be back in the office on  Thursday, the 13th. Joe:  Thank you very much.

4. two 5. sales performance

1. F – All the directors are going to be at the meeting. 2. T  3. F – According to Diane, 3rd March isn’t convenient for Alice. 4. T  5. F – At the meeting, John wants Alice to give a presentation on the company’s sales performance

Megan:  You’re welcome.

Working with Vocabulary page 37

5 8 8

6. c

1. e

2. c

3. a

4. b

Office Administration Student’s Book Photocopiable © B Burlington Books

5. d

 Answer Key

7

8 9

1. 2. 3. 4. 5. 6. 7.

schedule convenient confirm attend the meeting previous commitment give a presentation busy, tied up

1. break 2. sharp 3. light refreshments

4. equipment 5. projector 6. microphone

Possible answers 1. time 2. busy 3. late

4. hear 5. see 6. stop

Rescheduling Meetings page 38

1

1. 2. 3. 4. 5.

2

1. a few 2. Monday 3. 5th January

 

4

 Your Turn

Jeff: Hello, Amy? It’s Jeff here. We’re trying to schedule the annual meeting for the Sales Department and we’d like to make sure you can attend the meeting.  Amy: Sure. When is it going to take place? Jeff: Is the 25th May convenient for you?  Amy:  The 25th May? What day is that? Jeff: It’s a Wednesday.  Amy: Let me check my diary… . Hmm! No, sorry! I’m afraid I’m going to be in Manchester that day. Jeff: OK. Let’s see. What about the following day,  Thursday, the 26th May? Are you available then?  Amy:  Thursday, the 26th May? That might work. Are you talking about the morning or the afternoon? Jeff: In the afternoon, from two to five.  Amy:  Two to five is OK, but I’ll have to leave at 5 o’clock sharp! I’m flying to Italy that evening.

6

1. b. reschedule 2. b. cancel

7 8

1. c

1. 26th May 2. 2.00 pm 3. 5.00 pm

4. Palace 5. Queen 6. train station

Alistair Olivia Paul Lucy

1  2

1. d

4

1. 2. 3. 4. 5.

4. b e. f. g. h.

5. d

Debbie Neil Sharon Kathy

2. e

3. b

1. cycling 2. fantastic 3. sure

4. a

5. c

4. country 5. participate

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

Working with Vocabulary page 41

5

1. brochure 2. stand 3. business card

4. promotional material 5. free gifts

6

1. exhibition 2. name tag 3. competitors

4. leaflets 5. display boards

7

9

3. a

page 40

Jeff: It’s on Queen Street, opposite the train station.

   

a. b. c. d.

2. e

3. a. suit 4. b. participate

10 Exhibitions

 Amy:  The Palace Hotel? Remind me, where is it?

Jeff: Great! Then I’ll see you on the 26th May and I’ll send an e-mail about the meeting to everyone in the department now.

1. a few days 2. reschedule 3. Tuesday, 5th January is convenient for Ms Marsden. 4. Mrs Brody has got a video conference scheduled for the afternoon for 13th January. 5. They decide to reschedule the meeting for 11.00 in the morning.

page 39

Jeff: It’s going to be at The Palace Hotel.

 Amy: Queen Street. Opposite the train station. Oh, that’s great. I’ll come to town by train that day and I’ll take the train straight to the airport. Perfect.

4. New York  5. 13th January 6. 4.30

Working with Vocabulary

Jeff: Oh, really? Well, I don’t think that’ll be a problem.  Amy: Where is the meeting?

the conference in Swindon the meeting with Jim Low the meeting with the bank manager the Sales meeting at City Tower the meeting with Mrs Marks

1. 2. 3. 4. 5. 10.

Thailand – Thai France – French Japan – Japanese Ireland – Irish Italy – Italian Peru – Peruvian

6. 7. 8. 9.

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Nigeria – Nigerian USA – American Britain – British Germany – German

 Answer Key

Working with Vocabulary 5 1. tram 6. underground

8

2. 3. 4. 5.

hot warm cool cold

1. snowy 2. stormy 3. rainy

7. bus 8. train 9. motorbike

6 

1. c 2. a

7

1. b a bus 2. a a train

3. a a building 4. b a junction

8

1. entrance 2. bus 3. junction

4. get off  5. ferry 6. sign

freezing

9

ship taxi aeroplane ferry

4. windy 5. cloudy 6. sunny

3. h 4. b

5. f 6. d

11 Receiving Customer Complaints

 Your Turn

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

page 44

1

1. 2. 3. 4.

2

1. A457 2. 007624 3. invoice

4

Caller’s name: Janice Taylor Company: Brookers Customer number: A457 Invoice number: 007624 Item ordered: scarves Problem: the wrong price is given on the invoice Transferred to: Accounting Department

 Alison: Oh, hi Michael. The exhibition was great. Michael: Where did you go – Greece, right?  Alison: Close! We went to Cyprus. Michael: Oh, nice. So, you had good weather?  Alison: Yes, we had beautiful weather. It was sunny and hot every day. Michael: You’re so lucky! We’ve had terrible weather here. So, tell me about the exhibition.  Alison: Our stand was extremely popular. I don’t think any of our competitors had as many visitors as we did. We gave out a lot of promotional material. Michael: Really? That’s excellent. I saw some of the display boards in the Marketing Department. They’re very impressive.

Accounts Department Sales and Marketing Department Shipping Department Customer Services 4. £12 5. £15

Working with Vocabulary page 45

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

5

1. an error 2. lost in the post

Michael: That’s good news. Anyway, good to see you back!

6

a. b. c. d. e. f. g. h.

7

a. 3 b. 6

 Alison: Thanks, Michael. 1. 2. 3. 4.

a. a. b. a.

7. e 8. g

to Cyprus lovely the company’s the company’s display boards

Giving Directions

3. the wrong item 4. satisfaction

price list charge apologise for the inconvenience overcharge shipping date make a complaint customer number cause a problem c. 4 d. 5

e. 9 f. 8

g. 2 h. 7

i. 1

page 42

1

1. H – Landsman Gallery 2. E – Royal Restaurant

2

1. always 2. couple

3. Queen 4. seventh

page 43

4

10 10

1. 2. 3. 4.

Because there is always a long wait. At the Greenfield Road exit The 24 bus Five

 Your Turn

Emily: Good morning, Frosts Clothing. Emily speaking. Harry: Hello, I’d like to make a complaint. We ordered a hundred pairs of boots for our winter sale and they haven’t arrived yet. Emily: I’m sorry about that, could you give me your name and customer number, please?

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 Answer Key Harry: It’s Harry Perkins.

2

Emily: Thank you, Mr Perkins. And your customer number?

 

Harry: My customer number is 4569.

4

Emily: 4569. OK. And you say a hundred pairs of boots are late? I’ll put you through to April Green from the Shipping Department. I’m sure she’ll be able to help. Harry: April Green? Good. Thank you. Emily: Good morning, Frosts Clothing. Emily speaking. Sam: Good morning. This is Sam Cornwall speaking. I’ve got a problem with one of your invoices. Emily: A problem with an invoice? Sorry about that, Mr Cornwall. Could you give me your customer number, please?

5

1. assist 2. return 3. compensation

6

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

7

1. 2. 3. 4. 5. 6.

8

1. satisfied 2. surprised 3. disappointed

Emily: Good afternoon, Frosts Clothing. Emily speaking. Mark: Hello. I’d like to make a complaint, please.

Mark: My name is Mark Thomson and my number is 3367. Emily: Mark Thomson, 3367. Thank you. What seems to be the problem, Mr Thomson? Mark: Well, I’m afraid there’s a problem with the swimsuits you sent me. They are all extra small but we ordered a variety of sizes. Emily: All the swimsuits are extra small? That’s strange. I apologise for that, and I’ll put you through to our Sales Department. Mark: Thank you.

page 48

1 Flight Request:

Nationality: Destination:

He is angry with their service. It wasn’t complete. John Higgins lost money. The representative didn’t speak nicely to him. He won’t continue working with the company.

One way

3 Return

Place of departure:

Seat:

page 46

Surname:

Passport number:

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

a. b. b. b. a.

4. confused 5. polite 6. embarrassed

12 Booking Flights

Date of departure:

Handling Customer Complaints

11

The shirt is torn. The shirt has got a hole. The TV is broken. The TV is missing a part. The TV makes a noise. The food isn’t fresh.

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

1. 2. 3. 4. 5.

4. refuse 5. suggest

First name:

Name: Harry Perkins Customer number: 4569 Problem: The boots he ordered haven’t arrived yet Transferred to: April Green, Shipping Department

1

1. The library received six lamps from Homeways Furnishings. 2. Glen Barnard complains about Homeways Furnishings’ service. 3. Homeways Furnishings will pay to return the broken lamps. 4. The price on the invoice was wrong.

page 47

Sam: Thank you.

Emily: Yes, sir. Please can you tell me your name and customer number?

4. order number 5. mistake

Working with Vocabulary.

Sam: Of course. It’s 4892. Emily: 4892? OK. Thank you. I’ll transfer you to our  Accounts Department right away.

1. this morning 2. overcharged 3. manager

Date of return: Economy class 3  Direct fight

Window

3 Business class

First class

Stopover: 3Aisle

Special requests (meals, etc.):

2

1. 3rd 2. 10th

4

1. Moscow 2. Mr Fisher wants a direct flight but the direct flight is fully booked. 3. She puts him on the waiting list for the direct flight and holds a place for him o n the flight via  Vienna.

3. a morning 4. A window seat

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 Answer Key

Working with Vocabulary page 49

6

1. 2. 3. 4. 5. 6. 7.

7  8 

Problems with Flights page 50

departure, arrival stopover return ticket, one-way ticket special request via direct flight book a flight

1. e

2. d

3. a

4. c

1. h 2. g

3. d 4. c

5. e 6. f

7. b 8. a

1 2

1. e

4

1. Linda’s luggage was overweight. 2. Linda’s original flight to Hong Kong was cancelled. 3. Linda’s new flight will fly via Rome. 4. Linda’s flight to Rome is delayed. 5. Linda asks Mark to reschedule her meeting with Miss Lee.

5. b

 Your Turn

4. c

1. Hong Kong 2. London 3. Rome

5. d

4. meeting 5. Miss Lee 6. four hours

page 51

5

1. 2. 3. 4. 5.

6

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

7

1. 2. 3. 4.

Robert: Hi, this is Robert Morris from Canter Electronics. Our Managing Director, Bill Canter, would like a business class ticket to San Francisco.  Agent: Certainly. When would he like to travel? Robert: On the 7th of June.  Agent: OK. We’ve got a direct flight which leaves at 8 o’clock in the evening, or we’ve got a morning flight with a stopover in Washington. Robert: He’d prefer a direct flight.  Agent: Fine. What about the return flight? Robert: Is it possible to stop over for a couple of days in Chicago on his way back to London?  Agent: That shouldn’t be a problem. When would Mr Canter like to return? Robert: He’d like to fly to Chicago on the 12th June and then back to London on the 14th.  Agent: The flight to Chicago is fine, but the flight to London is fully-booked. I’m afraid I’ll have to put him on the waiting list. Robert: Hmm. Oh dear. What about the 15th? Is there a flight on the 15th?

change of plan itinerary make a reservation delayed luggage overweight overbooked cancelled weather conditions, land, take off  diverted business lounge baggage claim lost-luggage desk transit desk

5. 6. 7. 8.

information desk  check-in desk  customs passport control

1. 2. 3. 4. 5. 6.

2

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

4

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

 Agent: OK, window seat. And what about food? Regular meals?  

 Agent: Vegetarian – fine. Now I’ll give you the exact flight details 4. 15th 5. a window 6. vegetarian

boarding pass handbag wallet suitcase

1

 Agent: Has Mr Canter got any special requests?

Robert: No, he always has vegetarian meals when he flies.

6. 7. 8. 9.

page 52

Robert: That would be great! Robert: Yes. He’d like a window seat, please.

map passport backpack briefcase camera

13 Choosing a Hotel

 Agent: Yes. Would you like me to book a seat for Mr Canter on the flight on the 15th?

12 12

3. a

Working with Vocabulary

 Agent: Good afternoon, Travellog Tours, how may I help you?

1. business 2. San Francisco 3. Chicago

2. b

Business travellers In Frankfurt / In a central location in Frankfurt Yes In the fitness centre or one of the swimming pools To the business centre Yes

Working with Vocabulary page 53

5

1. e 2. h

3. a 4. g

5. c 6. b

7. d 8. f 

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 Answer Key

6

1. lifeguard 2. bellhop 3. guest

4. masseur 5. shop assistant 6. housekeeper

7

1. housekeeper 2. guest 3. lifeguard

4. masseur 5. bellhop 6. shop assistant

 

8 √ 1.

√ 3.

√ 5.

Glenn House

√ 8.

1. It serves a very good breakfast.

3

2. It’s close to Jake’s offices.

3

3. It’s got two restaurants.

 Your Turn

Female: I see. What category is it?

Jake: OK. Well, there’s the Moor Hotel. It’s also close to the offices. It’s got beautiful rooms, and people say that its spa is fantastic. Female: Ooh, I love to go to a spa at the end of a busy day! Has it got a good restaurant? Jake: Yes, it’s got two, actually. One has got typical English food and the other is an excellent Indian restaurant.

Female: Hmm! £300! That’s too expensive for me! Jake: Perhaps you’d like to try Castle Hotel. It’s close to our offices and it’s not too expensive. It’s a four-star hotel. Female: OK. Have the rooms got Wi-Fi? That’s very important.

Jake: It’s only got one restaurant, but it’s excellent! Female: Fantastic! I’ll call the hotel and see if they’ve got any vacancies. You said Castle Hotel, right? Jake: Yes – Castle. Good luck … and see you next week!

13

3 3 3

Booking a Hotel page 54

1  

2

1. €225 2. €130 3. smoke 4. rates

5. 6. 7. 8.

noon towels and sheets dial 1511 8.00 and 19.00

1. standard rooms 2. nights 3. July

4. two o’clock  5. tea

page 55

4

1. 2. 3. 4. 5.

The hotel has got two different types of rooms. The caller is planning to arrive on 7th July. She wants to reserve single occupancy. Guests can enter their rooms from two o’clock. Breakfast is included in the price.

Working with Vocabulary 5 1. check-in time 4. balcony 2. low season 3. single occupancy

5. service charges 6. rates

6

1. 2. 3. 4.

shower bath shampoo towel

5. soap 6. mirror 7. hairdryer

7

a. b. c. d.

blanket iron armchair safe

e. f. g. h.

Jake: Yes, they’ve got Wi-Fi and it’s free. Female: What about restaurants?

3

6. The rooms have got free Wi-Fi.

Female: Wow! Sounds good. What are their prices like? Jake: It is expensive. It’s a five-star hotel, so I think it costs at least £300 a night.

3

3

5. It’s very expensive.

Jake: It’s a three-star hotel. Female: I think I’d like something nicer, actually.

Castle Hotel

4. It’s a four-star hotel.

Female: Hello, Jake. I’ve got a late meeting next  Tuesday at your offices, so I’m thinking of booking a room in a hotel instead of driving back home. Can you recommend a hotel? Jake: Sure. It depends on what you’re looking for.  There’s Glenn House. It’s a lovely little family hotel. The rooms are small and simple but very clean, and they serve the best breakfast in town. It’s also close to our offices.

Moor Hotel

 

8

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

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kettle sheet coat hanger pillow

 Answer Key Female: OK. What seems to be the problem with the car?

14 Renting a Car 

James: Well, I’ve had an accident! I was driving along the A19 when I had to stop suddenly. The car behind me didn’t stop in time and crashed into me.

page 56

1

Female: Is anyone hurt? Do you need emergency services?

RENT A

CAR

James: No, everyone is fine, but there is damage to both cars.

David West 

Driver’s Name:

th Rental period:  From: 19  September   nd  To:  22  September 

Pick-up point: Glasgow Airport  9.30

Time:

Drop-off point: Glasgow Airport  15.30

Time:

√  Compact Class of car: 

 Intermediate

√   Automatic Type of car: 

 Manual

Female: Can you describe the damage? James: Yes. The boot of my car is badly damaged and the bonnet of the other car is damaged, too. There’s also a puncture in one of the tyres of my car. Female: I see – damage to the boot and a puncture in one of the tyres. Can you give me your exact location, Mr Davidson, and I’ll send a tow truck to help you. James: I’m on the A19, northbound, about two kilometres south of York. Female: A19 northbound, 2 kilometres South of  York. And when exactly did the accident happen? James: About ten minutes ago, at half past three.

2

1. 3rd February 2. airport 3. two

4

1. 2. 3. 4. 5.

a. b. b. a. b.

4. 1.15 5. 7.30 6. 7th February

at the train station intermediate three at quarter past one at the airport

Working with Vocabulary

Female: OK. So that’s Monday, 7th February at half past three. Can you give me the details of the other car? James: Yes. It’s a white Ford Focus. The number plate is JD52VXU. Female: JD52VXU. OK. And what’s the driver’s name? James: It’s Sam Turner. Female: Sam Turner. Have you taken his insurance details? James: Yes, I have.

page 57

5

1. rent 2. pick-up point 3. driving licence

6 

1. e 2. h

7 

a. a puncture b. a breakdown c. an accident

3. g 4. d

5. f 6. c

4. insurance 5. An intermediate car 6. an automatic car

Female: Great. As I said, I’m sending a tow truck to you. It should be there soon. Please stay in a safe spot off the motorway. James: Thank you very much.

7. a 8. b d. run out of petrol e. a tow truck  f. emergency services

 Your Turn

James: Hello. I’ve rented a car from you and I’ve got a problem. Female: I see. First of all, can I take your details? What’s your name and your contract number? James: My name is James Davidson, and the contract number is MLW344-677-856 Female: Let me just repeat that. James Davidson, contract number MLW344-677-856.

Name:  James Davidson Contract Number: MLW344-677-856 √ a puncture Problem:   other  a breakdown √  an accident th Date: 7   February  Time: 3.30

Place:  A19 northbound, 2 km south of York  In case of accident with another vehicle: Name of driver:

Sam Turner 

Number plate:

 JD52VXU 

James:  Yes.

14 14

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 Answer Key

Booking Train Tickets

2

page 58

1

2

1. T – Our trains are fast, quiet and comfortable 2. F – and always on time 3. T – We offer standard tickets and first-class tickets 4. F – You can make a reservation online 5. T – book your tickets in advance to get a significant reduction on your fare 6. F – Many trains have also got a restaurant 1. morning 2. early 3. two

4. food 5. drinks 6. total

4

Station of departure:

Birmingham International

Time of departure:

8.40

Station of destination: London, Euston

6

1. 2. 3. 4. 5.

7 8

1. e

Type of ticket: standard ticket √ YES Seats reserved: 



NO

12 and 13 £67

6 7  

passenger conductor platform trolley service

1. e 1. 2. 3. 4. 5.

2. d

3. c

miss the train change trains buffet service timetable reserve a seat

e. f. g. h.

ticket office ticket machine sleeper compartment coach

4. f 6. 7. 8. 9.

5. a

6. b

make an online booking fare catch the train in advance

1. Apples 2. Salad 3. cheese

4. a

5. c

6. b

4. sauce 5. special offer

Jamie: Let me think … Oh, a friend recently recommended La Piazza. Female: La Piazza? Never heard of it – unless it’s the Italian restaurant opposite the bank. Jamie: No, it’s a new Italian restaurant next to the library. Female: OK. Let’s try it! Jamie: What shall I order? Pizza? Pasta? Female: I think three pizzas and maybe two salads. Jamie: What about the toppings for the pizzas?

Jamie:  Tuna? Female: No – let’s make it olives. Jamie: And what kind of salads would you like?

page 60

15

3. d

spaghetti tuna roll soup sauce

Female: Let’s have one pizza with tomatoes, another with mushrooms, and the third … hmmm [thinking]

15 Ordering Food 1

2. f

6. 7. 8. 9. 10.

Female: No, I don’t think so. Mr Yamamoto told me he loves Italian food. Do you know of a good Italian restaurant that has a take-away service?

page 59 a. b. c. d.

lasagna salad dressing cheese pizza salad

Jamie: No problem. There’s a great sushi bar round the corner. Would you like me to ask them to deliver a selection of Japanese food?

Working with Vocabulary

   

8. V/F

Female: Jamie, our meeting with the Japanese visitors will continue till very late this evening, so I’d like you to order some food for us to eat at the office.

E

Total cost: £

5

6. V

 Your Turn

2

Number of passengers:

Seat(s):

4. F

9.54

Time of arrival:

Coach:

1. Lucas Street 4. No 2. Six people 5. £37.50 3. Vinaigrette dressing 6. By credit card

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

SUPERRAIL 22nd October

4. £37.50 5. 2017

page 61

2. F

4

Date:

1. Lucas 2. six 3. mushrooms

1. The café offers vegetarian dishes. 2. The café offers four different types of salad dressing. 3. The restaurant delivers food 24/7. 4. Delivery is free if your order costs more than £10. 5. The food is delivered within 40 minutes of placing the order.

Female: We’ll have two chef’s salads, with vinaigrette dressing. Jamie: OK, Great! What time would you like them to deliver the food?

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 Answer Key Female: The meeting will start at about half past six, so let’s say around half past eight. Male: No problem. I’ll call them now. 1. 2. 3. 4. 5.

a. Japanese food b. next to the library a. three pizzas and two salads b. olives half past eight

At the Restaurant  page 62

1

1. shrimp cocktail 2. roasted chicken 3. grilled salmon, mushroom risotto

4. three 5. fruit salad 6. wine

2

1. sir 2. chips

3. mushroom sauce 4. water

4

1. T  2. F – The customer wants shrimp cocktail as a starter. 3. F – The customer orders salmon. 4. F – The customer orders his side dish with mushroom sauce. 5. F – The customer orders water.

Working with Vocabulary

 

1. 2. 3. 4. 5. 6. 7. 8.

chicken pie ham salmon rice orange juice soft drink steak 

9. 10. 11. 12. 13. 14. 15.

butter potato chocolate ice cream wine shrimp cake

6 7

1. b

1. grilled 2. baked

3. fried 4. roasted

8

1. butter 2. rice

3. steak  4. salmon

2. e

3. d

4. a

5. c

16 Searching the Internet  page 64

1

2

16 16

1. Paul wants a flight that lands in the morning or early afternoon on 4th March. 2. Paul wants a hotel in the city centre. 3. Paul wants a hotel with a fitness centre. 4. One of Paul’s clients is a vegetarian. 5. One of Paul’s clients is mobility challenged. 6. Paul wants to use free images. 1. countries 2. picture 3. lost

4

1. watch sales 2. keywords

3. country 4. history

Working with Vocabulary 5. history 5 1. keyword 2. link 3. search engine 4. bookmark 

6. back up 7. results

6

1. clip 2. image 3. blog

4. statistics 5. review 6. draft

7

1. c

2. b

3. d

4. e

5. a

 Your Turn

 Alex: Hi Emma. What are you doing? Emma: Hi, Alex. I’m doing some research for a meeting with the Managing Director on  Thursday. It’s an important meeting.  Alex: With the Managing Director? What are you researching? Emma: We’re thinking of selling our toys in  Thailand, so I’m trying to investigate if it’s a good idea.  Alex: In Thailand, really? So, what have you found out so far?

page 63

5

page 65

Emma: Here, take a look at these figures. They’re statistics about Thailand’s economy and the sales of toys in the last five years.  Alex: Looks very impressive. Where did you get these statistics? Emma: From the Internet. They weren’t easy to find, but once I narrowed my search, I was able to find some good sites with links to the figures that I was looking for.  Alex: What types of toys are you thinking of selling there? Emma: Well, we’re not sure yet. I’m also trying to find information about Thai culture and childhood. That will give us more direction.  Alex: My wife has a close friend from Thailand. Most of her friend’s family still lives there. Would you like to speak to her about Thai culture and how they raise children there? Emma: It might be helpful to interview her. Yes, that’s a good idea. Thanks for the offer. It’s always good to have different sources of information. 1. F

2. T

3. T

4. problem 5. future

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4. T

5. F

6. T 

 Answer Key

Preparing a Presentation

 Your Turn

page 66

1

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

2

1. hotel 2. Arial 3. interesting

4

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

4. guests 5. search

Jenny: Before I give this chart to the salaries department, I’d like you to check it.

1. The new hotel in Cuzco. 2. Arial 3. A photo of a cathedral in the town square in Cuzco. 4. The image isn’t clear. 5. She thinks it’s a nice idea.

Working with Vocabulary

6 7

1. underline 2. bold 3. italics

4. paste 5. cut 6. copy

1. b

2. d

3. a

4. e

1. f  2. b

3. g 4. d

5. e 6. c

7. h 8. a

5. f

6. c

Mr Collins: Thank you. Well, this chart looks OK. What about holiday leave? Has anyone submitted a request for holiday leave? Jenny: As a matter of fact, Rachel Forrester and Tony Miller have. Rachel would like to take two weeks in July.

page 68

2

1. Next to the reception desk  2. Every time they enter the building, Every time they exit the building 3. Inform their department manager when they arrive at work  4. Submit a request for leave well in advance, Check that they have accumulated enough holiday leave 1. last week 2. Next Monday 3. next month

Jenny: Yes, she is… in about two weeks. Umm … there’s a problem with Tanya, the new sales rep. She’s come to work late every day this week.

Jenny: There have been a lot of absences recently because of the flu. Ti m Marshall has just come back after ten days’ sick leave. Here’s his sick note.

17  Time Clock Records 1

Mr Collins: Certainly … . I see Mrs Marcus is still working. Isn’t she due to go on maternity leave soon?

Mr Collins: Late every day? I see. Well, I’ll have to talk to her about that. We’ve got a big problem with absences and people coming to work late.

page 67

5

Jenny: Mr Collins, have you got a moment to go over the part-time employees’ hours with me?

Mr Collins: Err, OK, I can’t see a problem with that.  Tell her I’ve approved her request. Jenny: Great! And Tony wants to take a month in August. Mr Collins: A month? I’m sorry – I’ll have to reject that request. August is a very busy month in the warehouse. Tell him I can give him two and a half weeks at the most. Jenny: OK, I’ll tell him that.

4. IT  5. discuss

Mr Collins: Anything else? Jenny: No, that’s all for now. Thanks.

page 69

4

1. 2. 3. 4. 5.

1. part-time 2. two weeks 3. late

Lily Sims Mrs Brown, Director of Human Resources Barbara Evans Janice Robert

Security Issues page 70

Working with Vocabulary 4. clock in 5 1. Full-time

17

2. reject 3. holiday leave

5. staff  6. submit a request

6

1. weekend 2. maternity leave 3. public holidays

4. time off  5. absent, sick note 6. overtime

7

1. e

4. g

2. f

3. a

5. b

6. d

4. ten 5. July 6. a month

1  2

1. T

4

1. c. warehouse 2. a. are definitely 3. b. Mr Gilmore

2. F

3. F

1. products 2. month 3. car park 

4. T

5. T 

4. a computer 5. find out

7. c

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 Answer Key

Working with Vocabulary

Cathy: 20332675 … yes, I’ve got it. Who would you like to transfer the money to?

page 71

5 6 7 8

1. b

2. a

3. e

1. fire extinguisher 2. security guard 3. property 1. b

2. f

4. c

Mr Lawson: To a company called Star Computers.

5. d

Cathy: Star Computers … can you please give me their account details?

4. fire alarm 5. Access 6. premises

3. c

4. e

5. d

Mr Lawson: Their account is with the Southfield Branch of Brinkley’s Bank. The bank number is 135 and the branch number is 43.

6. a

1. a. It’s the fire alarm! 2. b. So, does a security guard stand at the entrance to the warehouse? 3. b. Why? Is it company property? 4. a. Did you see any suspicious activity? 5. a. Are you worried that visitors might steal something?

Cathy: OK. Star Computers at Brinkley’s Bank, bank number 135, branch number 43 … OK … and what’s the account number? Mr Lawson: The account number is 109-57358. Cathy: 109-57358. Is that correct Mr Lawson? Mr Lawson: Yes it is, Cathy. Cathy: Good. How much money would you like to transfer?

18 At the Bank

Mr Lawson:  €23,470. Cathy: €23,470. OK. I’ll make the transfer immediately.

page 72

1  2 4

1. F

2. DS

3. T

1. 5273411 2. yesterday 3. Greece

4. DS

5. F

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

4. e-mail 5. ten 6. two

Cathy: You too, Mr Lawson.

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

BANK TRANSFER FORM Transfer from:

Working with Vocabulary

 Account number:

5 

1. b 2. e

6

1. business account 2. current account 3. loan

7 

1. g 2. c

Ice Electronics

 Account holder:

page 73 3. a 4. g

3. e 4. h

5. h 6. c

5. a 6. d

7. f 8. d

203-32675

Transfer to:

4. partner 5. signature

 Account holder:

Star Computers

Bank name:

Brinkley’s Bank  135

Bank number:

7. b 8. f 

 Your Turn

Branch number:

43

 Account number:

109-57358

 Amount to be transferred:

Mr Lawson: Hello, Cathy. This is Frederick Lawson, the Director of Finance at Ice Electronics. How was your holiday in  Tuscany? Cathy: Good morning, Mr Lawson. It was wonderful, thank you. Tuscany is so beautiful and relaxing.

Banking Issues page 74

1

1. Angela Phillips, Account Manager, Ten International Bank  2. Mr Bates, Peggy Sue Clothing 3. Because the company has a negative bank balance 4. £15,000 5. The bank won’t honour them 6. That Mr Bates arranges a meeting with the branch manager to review their credit limit

2

1. details 2. computer 3. correct

Mr Lawson: Yes, I know. It’s one of my favourite holiday destinations. In fact, I’ve already been there three times. Cathy: Really? That’s great. So, how can I help you today, Mr Lawson? Mr Lawson: I’d like to make a bank transfer, please. Cathy: Certainly. May I have your account details? Mr Lawson: Sure, Ice Electronics’ account number is 203-32675. 18 18

€23,470

4. apologise 5. size

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answer Key page 75

4

1. Greenview Imports bought Canadian dollars on 3rd July. 2. The bank gave Greenview Imports 1.35 Canadian dollars for every euro. 3. The bank will correct the error that was made. 4. The commission for exchanging foreign currency depends on the size of the transaction.

Working with Vocabulary 5 1. d 2. a 3. b 4. c 6 1. foreign currency 3. exchange rate 7 8

2. credit limit

4. standing order

1. sum 2. honour 3. commission

4. convert 5. reviewed

1. a. better 2. a. buy 3. a. deposit money

4. b. examine 5. a. your bank balance

9

Working with Vocabulary 5 1. team 2. 3. 4. 5. 6. 7. 8. 9.

6

hard-working – lazy outgoing – shy confident – insecure nervous – relaxed

7

1. 2. 3. 4.

 

Country

Currency

England

pound sterling

South Africa

rand

Mexico

peso

China

yuan

India

rupee

Canada

dollar

Spain

euro

Russia

rouble

First of all, be on time. This is very important. Arriving late makes a very bad impression. Second, dress professionally. Don’t wear the same clothes that you wear to hang out with your friends. It’s important to make a good first impression.  Third, answer questions clearly and politely. Don’t just say ‘yes’ or ‘no’. Give examples. Fourth, bring a copy of your CV and any other relevant documents. Make sure all your documents are well organised in one folder. Finally, practise. Make a list of the questions an interviewer might ask. With a friend, practise asking and answering the questions.

1. F – ability to work under pressure 2. F – working with various heads of department 3. T – scheduling meetings and providing logistical support 4. T – working with partners and customers abroad 5. T – previous experience in office administration 6. F – advanced typing and computer skills 7. F – ability to work in a team 8. F – fluent in at least one of the following languages 1. Pleased 2. two

3. junior 4. people

Everyone gets at least a little nervous before an interview. It’s quite natural. If you follow these tips, you will feel confident during your interview – and will hopefully get the job. Oh … and one last tip – don’t forget to smile!

√ 1.

19

1. Sylvia Cole is the Director of Human Resources of the company. 2. Glen Simpson finished secondary school. 3. He worked for two years at Green’s Electronics. 4. He loved his job. 5. Glen left his job because the company closed.

√ 2.

√ 4.

√ 6.

√ 7.

√ 8.

Interviewing page 78

1

1. 2. 3. 4. 5.

2

1. come in 2. details 3. no problem

4

1. d

page 77

4

5. shy 6. nervous 7. responsible

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

page 76

2

knowledgeable professional organised hard-working

 Your Turn

19 Applying for a Job 1

educational background abroad under pressure advanced fluent experience logistical support secondary school, vocational course

Manchester No Word, Excel, PowerPoint English and Spanish One

2. b

4. factory 5. first year 6. next Monday 3. a

4. e

Office Administration Student’s Book Photocopiable © B Burlington Books

5. c

 Answer Key

Working with Vocabulary

 Your Turn

page 79

5  

6 7 8

1. 2. 3. 4. 5.

hire fire permanent temporary schedule

6. 7. 8. 9. 10.

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

shift work  uniform health insurance retirement benefits starting salary

Female: I work at the head office of Rightprice Supermarkets. Male: I see. According to your CV, you’ve been there for two years.

Accept all logical answers. 1. c 1. 2. 3. 4.

2. b

3. a

Female: That’s correct.

4. d

Male: OK. It says here that you work closely with the Managing Director, that you organise his meetings and travel arrangements and keep track of employees’ working hours. I can see you play a very important role in the company’s administration. What about handling mail?

a. b. a. b.

No, I don’t want to do shift work. Were they temporary workers? He’s also a fast learner! Well, at least the work isn’t hard and the schedule is fair. 5. a. Yes, she’s really good at multitasking.

Female: Actually, I don’t deal with the mail. The  junior administrative assistants do that, but I did it in the past, when I worked at FastTalk Telephone Company.

20 Preparing a CV

Male: I see that after you graduated from secondary school, you took a vocational course in office administration.

page 80

1

2

Janet – Five Adam – Yes Alice – Yes Diane – Yes Bruce – Only if they are relevant to the job 1. Work experience 2. Personal details 3. Personal details

Female: Yes, and I specialised in accounting. Male: I’m sure that’ll help you with your work here and I see that you’re studying for a Bachelor’s Degree in accounting, too.

4. Education 5. Skills

Female: Yes, that’s why I can only work part-time at the moment. Male: Yes, I see. Well, we often hire people with good qualifications to work part-time, so that won’t be a problem, but it can get very busy here at times. How do you work under pressure?

Working with Vocabulary page 81

3

4

1. 2. 3. 4. 5. 6. 7. 8.

a. b. a. b. a. b. b. a.

I hope to be a senior administrative assistant. 20th May, 1993 I’m fluent in German and Russian. I work as a computer programmer. Yes, I know Word and Excel. Yes, they are listed on my CV. Include your address and phone number. I receive visitors, answer phone calls and schedule meetings.

Personal Details

graduate

single

certificate

gender

Bachelor’s degree

male

formal training

female

Male: Great! Thank you for coming. We’ll be in touch with you shortly regarding our final decision. 1. 2. 3. 4. 5.

Education

married

divorced

Female: I work very well under pressure. I’m very organised and I believe that helps!

a. b. a. b. a.

two years Managing Director has got vocational course in office administration part-time

Writing a CV page 82

1

1. b. to say what job a person is applying for 2. c. to give information about a person’s qualifications for a job 3. c. repairing the photocopier

marital status

5

20 20

1. 2. 3. 4. 5. 6.

single, divorced formal training Bachelor’s degree personal details current job foreign language

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answer Key page 83

page 102

2

Unit 6 –

3

1. Mrs Dewar 2. In the careers section of the Meadowbridge Daily News 3. 26th August, 1994 4. King Alfred’s Business School, and Meadowbridge Secondary School 5. Yes 6. Two 1. his home address 2. a reference from a place where he worked

Writing Guide

1

1. 2. 3. 4.

1

1. 2. 3. 4.

Unit 9 –

1

1

1. 2. 3. 4.

1

1. 2. 3. 4.

An e-mail providing directions to a meeting

23rd September Globe Tower, 7th floor 7th floor Turn left when you get out of the lift. It’s the third room on the right.

Unit 2 –

1

page 101 Unit 5 –

1

1

21

1. 2. 3. 4.

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

An e-mail declining an invitation to a meeting

1. Ray Brick, Director of R & D 2. He will be tied up with visitors from the Japanese office. 3. Wednesday, 6th April 4. The inconvenience

1

A letter of complaint

1. 25 toner cartridges for their printers 2. 56472 3. They only received 13 cartridges and one is faulty 4. That they should look into the matter.

Unit 11 –

A response to a letter of complaint

1. Jack Osbourne, Customer Service clerk at Barkers Office Supplies 2. From 10th July 3. He sent them 13 toner cartridges by special delivery. 4. A 10% discount on their next purchase

page 105 Unit 12 –

1 A cover letter for a fax

Janice Brown, Sales Department Yes No Yes – if she would send a report on the sales she’s made since the beginning of March.

Unit 11 –

An e-mail requesting a quote

1. Coltraine office 2. Ann Dawson, Head of Administration at Surefire Motors 3. We would be grateful if you could send us a quote for the items listed below. 4. Their payment terms and their required delivery date.

An e-mail accepting an invitation to a meeting

page 104

page 100

1

the recent sales figures Tuesday, 5th April from 10.00 -2.00 First-floor conference room Yes

Unit 10 –

An office plan description

May Sherrington, Director of Human Resources Because she is new to the company To ask any questions On the 6th floor

Unit 4 –

1. 2. 3. 4.

An e-mail introducing yourself 

page 99

1

1. 2. 3. 4.

An e-mail requesting a meeting

A business card

All employees administrative assistant Cornwall In an engineering company near London

Unit 2 –

Mr Edward Linder Modern Art Museum Westport WS17 4RP

Unit 10 –

Thomas Ward Managing Director 015578-9754110 35 Queen’s Lane, Greendale, England

Unit 1 –

1. 2. 3. 4.

page 103

page 98 Unit 1 –

1

Addressing an envelope

1. 2. 3. 4.

An e-mail requesting the organisation of travel arrangements

To meet a client Thursday morning An aisle seat Thursday evening

Office Administration Student’s Book Photocopiable © B Burlington Books

 Answer Key page 106 Unit 14 –

1

1. 2. 3. 4.

Mid-morning on 15th May The evening of 18th May A compact class manual car The Bluebell Hotel

Unit 14 –

1

1. 2. 3. 4.

An e-mail asking for help making travel arrangements

An e-mail booking hotel rooms

The bookings office at the Park Hotel Executive suites Suitable for 12 people, available on 16th April No

page 107 Unit 15 –

1

An itinerary for a trip

1. Cape Town 2. Brett Van Rijk is going to pick him up and take him. 3. The Stormy Bay Restaurant 4. E-tickets, hotel voucher and plan of meetings

page 108 Unit 19 –

1

22 22

1. 2. 3. 4.

An e-mail requesting job information

In the Windsor Times of 18th September Yes Yes No

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