Libro de Inglés business, Guías, Proyectos, Investigaciones de Inglés

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STUDENT 'S BOOK

lncludes :

• Writing Guide
• Vocabulary Builder

Office Orientation

Finding Your Way

Office Routines

Purchasing Office Equipment

Review 1

Using Voicemail (^) - ■

Using the Intranet

Handling Mail

Using a Courier Service

Review 2

-- ■

Shipping

Import and Export

=====:

Receiving Calls

Fo!Jowing Up on Messages

Review 3

Scheduling Meetings

Booking Offsite Events

Planning Meetings

Taking Minutes

=="! ■

Review 4

Organising Exhibitions

Attending Business Events

Making Travel Arrangements

Booking Hotels & Restaurants

Review 5

m

Taking Leave and Clocking In

Security in the Workplace

Customer Service

Handling Complaints

====:

Review 6

m

Market Research

Marketing Strategies

Cash Flow

Accounting

Review 7

-- ■

m

m

Banking

Insurance

Global E-commerce

Dealing with Suppliers

==:::::^11

Review 8

m

Teambuilding

Teamwork

=====:

Leadership Skills

Strategy Planning

Review 9

fl

Applying for a Job

• ■

lnterviewing

Preparing a CV = ·

Writing a CV

Review 10

Pairwork Appendix

Writing Guide

Vocabulary Builder

m

======:; a

W orking with Vocabulary

( IC/ IS ) VOCABULARY PRESEN TATION

0 4 Match A to B to make sentences.

A

1. Toe Financial Director

2. Toe Marketing Director

3. Toe Chief Executive Officer (CEO)

4. Toe Operations Director

5. A Senior Administrative Assistant

6. Toe Human Resources {HR) Director
   7. A Sales Representativa (Rep)

8. Toe Head of IT

9. Toe staff

B

...... a. are a li the workers of a company.

...... b. plans how to sell a product. ...... c. manages the company's money. ...... d. travels to different places to sen products. ...... e. finds and trains new employees. ...... t. makes sure that the company processes are efficient. ...... g. is the head of the company. ...... h. does office work. ...... i. looks after the company's computer systems.

Look at the j obs in Exercise 4. " - Thi nk of a reason why each job is importan! to a company.

O 5 Write the correct job title next to the sentence that person might say. Accounts Assistant • Financia! Supervisor Personnel Ma nager • Production Team Leader Senior Manager

1. "l've made a list of five candidates who look

suitable for the job. • ......................................................_......

2. "We have to check that all the machinery is

working correctly." ....................... ........................................

3. "I need to finish this bud,get statement for the

board meeting this afterrnoon.• ····-····-····..····-····-···..··---

4. "Mr Jenkins has asked me to help him with the invoices." ·-·······.. ........ _...................... _..............
5. "l'm busy preparing a prescntation on strategy for my department for the next three years. • ............. .............._ .. ...................._......

0 6 Write the correct word in each pair to form a phrase.

1. get • sell a ... ....... ........- ................ ......... a product b ..................- ......................... a job
2. hire • make a. .. ...............- ......................... new plans b ... ....... ................... .........- ..... a new employee

3. explain • show

a ..................- ................- ...... how to use a machina b. ---...- ..........- ...- someone around the office

4. attend • describe a. ......... ........- ......................... a problem b. ......... ........- ...............- ...... a meeting

5. develop • rep ly to

a .................- .................- ...- a product b ..................- ........................ an e-mail

6. be in charge of • pay

a. ......... ........- ................- ...... a department b .................. _........................ an invoice

4D 7 ◄ >) oo The Market i ng Director is introducing a new marketing manager to the staff in the department. Listen to the dialogue and match the people (1-5) to their responsibilities (a-e).

1. Jen Baker 4. Ciare Jackson

2. Ed Harris 5. Toe sales team

3. Mark Hall

...... a. meets customers out of the office.

•.... b. is in charge of market research. ...... c. is in charge of cus tomer relations. ...... d. assists Catherine Smith, the Marketing Director. ...... e. is in charge of producing promotional material.

Work in pairs. Student A: You are a new employee al Top ..Sport.

Student B: You are an administrativa assistant there.

Write a dialogue in whic·h Student A asks qu estions to find out about the structure of the company and Student B provides the a nswers. Use the chart in Exercise 1 on page 4.

0 (> Getti ng Started: Vocabu/ary (page @

◄ >) 04 Read the two e-malls. Then complete the

fl oor plan with the information (a-g).

To: MrRogers From : KellySanders Subjeet; Your lnt8MIIW

Dear Mr Rogers, Your interview next week is with the Marl<eting Director. His office is on the second noor, room 204. I1's the last room on the right.

When you come out of the lift, you will be in front of

room 20 1. Turn right. Then, turn le ft and walk down the corridor past the conference room on your right and the toilets on your left. 1 sit in room 203, which is opposite room 204. Please come to see me first. There are sorne forms you have to fill in before the interview. 1 look forward to meeting you. Yours sincerely, Kelly Sanders Marketing Department

To: MsGleas()(l From: Usa Jones Subjeet; Your lntervíew

Dear Ms Gleason,

O 2 ◄ >) os Two visitors (A and D) at a company are assisted by employees (B and C). Listen to the dialogues and circle the correct answer.

1. A: E cuse me l've got an appoin ment w th Mr Chandler at Cosm1c Electron1x. 8: He's in room 1 411 / 1411. Take the lift to the (^2) · fourth / fourteenth floor. When you come out of the lift, turn right and then left. His room is a.t the end of the corridor. A: A, Id W 1ere·s the lift?

8: lt's over there. opposite the stairs.

A: One more 3 thing / question. How do I get to

the to1Iet.,?

8 : There are toilets here in the lobby, next to the li ft.

A: Thanks for your help

8: You're welco rie.

2. C: Good morn ng , Mrs Landy. Welcome to Cosmic Electronix. l'm Amy Adams. a production team

•· member I leader.

D: N1ce to meet you. Amy. Your offices are lovely C: Thank you. Woutd ¡ou hke something to drink

before your meeting with 6 · Mr Car/y/e I

Mrs Car/y/e?

D: No, l've just had a coffee, thanks.

C: Then 111 show you a, ound our offices and

Introduce you to everyone. Your interview next Tuesday is with the Human Resources Director. Her office is on the second noor, room 202.

D: That would be 6 nice I /ove/y.

C: The Operations Department Is on the top When you come out of the lift, turn left. Then, turn right. floor, so we'II take the li ft.

Room 202 is the second room on your left, just alter the

kitchen. lf you're early, go to the cafeteria next to her office on the other side. Yours sincerely, LisaJones Human Resources

a. Room 201

b. Room

c. Room 203

Secondl F.loo~

Stairs lift

d. Room

e. Cafetería

Conference Room

f. Kitchen g. Toilets

3 Read the dialogues in Exercise 2 again. Then write T (true) or F (fa lse) next to each statement. ...... 1. Mr Chandler's oífice is on lhe fourth floor, next to the hit. ...... 2. The only way to gel to the other floors of the

building is in the lift.

_.... 3. There are toilets on the ground noor. ...... 4. Mrs Landy likes the offices. ...... 5. Mrs Landy wants a cup of coffee before the meeting. ...... 6. Amy is taking Mrs Landy to the ground floo r.

(ial;i.fiiii•ii,k:::JI Work in pairs. Practise the dia logues in Exercise 2. Pay attention to the expressíons in colour.

O (> Ge tti ng Started: Vocabulary (page 141) )

◄ >) 01 Read the Job advertlsement. Write T (true)

or F (false) next to each s tatement below.

Copy the phrases that gave you the answers.

.... Administrative Assistant

1111 StarOrb Corp oration • Swin d on , United King dom

57 applicants

0 Full-time (Monday to Friday, 9.00 am to 5.00 pm) .111. Office-based fil 250+ emp loyees Responsibilities:

• Telephone: answering incom ing calls, screening calls,

taking and delivering messages

• Coirrespondence: distributi ng incoming mail , sending

e-mails, updating mailing li sts

• Meetings: schedulíng meetings, typing agendas, taking

minutes, ass isting in preparing presentations

Candidates must be proficient in :

Microsoft Word, PowerPoin t and Excel ; Data entry; Desk

research

tN4tl

The Administrativa Assistant ....

...... 1. will talk to clients who plnone th e company

...... 2. will give people items that arrive by post

...... 3. won't attend meetlngs

...... 4. must be flexible about working hours

...... 5. must know how to use word-process ing software

···· ·-···..··· ........... .........___.. ........-...-... .......... .. ........_____

...... 6. will never have to work with spreadsheets

.. .... 7. must be able to fi nd information on the Internet

·····-····-····..····-···........ - ...····· ·········-···········---

2 ◄ >)08 A manager, Mr Robbins, is talking to his n ew admínislrative assistant. Listen to the dlalogue and complete the sentences with the correct words from the dialogue.

1. Wh en visitors arrive, Kate must ask if they want

a -····..·········· -····..··· ······· ·······.

2. In the log , she needs to incl ude the ti me the visitar

arrives, ............... ...... ........·-·····.... .... he / she ís visitl ng and

the time he / she leaves.

3. Wh en the visitor leaves, Kate must make su re

that he / she returns the ... ......... .......... ......... ......·-····.

4. One of Kate 's duties is to check what office

suppl ies they have every ·········---

5. Mr Robbins needs K ate to help organ ise a meeting

for next Th ursday at ..............................................

6. There will be ········· ······ ·- ················..······.. people at the

budget revlew meeting.

3 Combine the words in group A with the words

in B to make phrases. Th en use the phrases to

complete the sentences.

A: at • book • in • keep • set • w hen • responsible

B: for • charge • all • a log • a room • up • necessary

1. No problem ·····-················ ·······.. ············..··· ·······...... , Mr Robbins.

2. You 're ..... - ............... ........... ......... ............. ... .. receivin g visitors.

3. Should 1 .......................................·-········ ········ ···· of the visi tors?

4. You ' II also be ...................._ .. .............·-····.... ............ of office

suppl ies.

5. You should order new supplies

6. l'm ali .... ............... ........... ..._......... ............ ...... on the system.

7. Could you ....... ........ ... .. .... ....... ...... .. ....... .......... for this month's

budget review meeting, please?

There are many ways to make polite req uests in

English. Using C ould or Would is more polite than

us ing Can.

Co uld you please e-maíl the agenda to everyone?

Would you please e ..mail th e agenda to everyone?

Can you p lease e-mail the agenda to everyone?

Work in pairs. Write a dialogue similar to

the one in Exerci se 2 using the phrase s

from Exercise 3. Practise your dialogue.J

W o rking with Vocabular y

( IC/ IS ) VOCABULARY PRESENTATION

O 4 Match each of the sentences in A with the logical continuation in B.

1. We send a lot of e-mails every day.

2. 1spend a lot of my day doing data entry.

3. l'd like you to conduct sorne desk research.

4. Could you please take minutes at today's

meeting?

5. Can you deliver a message to Mrs Ryan for me?

6. Can you update the maili ng list for our

department, please?

...._a. We need a record of everything we discuss

today.

....- b. We need to keep the database complete.

...._c. We need to add sorne new customers.

...... d. lt's probably the most common form of

communication.

-··- e. She needs to call Simon Harris urgently.

.... .. f. 1 wan t you to find out which countries have the

fastesl ·growing economies.

Os Complete the sentences with the correct verb below.

distribute • keep • prepare • receive • schedule

screen

1. You ..........·-·····- ··..................... track of ou r office supplíes

so that we don't run out of anything.

2. Please ............ .. ....... ................. my calls carefully-

l'm very busy, and I don 't have time to talk to

everyone who calls.

3. Could you .......·- ······.........._.......... ..... a mooting fot

tomorrow at 10.30 in the conference room,

please?

4. When you ............ .. .............._.............. visitors, it's very

importan! to make them feel welcome.

5. Please ............. ..................... ....... ... lhe incoming mail as

soon as possible in case there's anything urgent.

6. Can you help me to .............................-.............. this

presentation? 1 need to fi nd sorne images for the

slides.

O 6 Circle the correct response.

1. Please keep a log of any visitors.

a. Do I include who they have come to see?

b. Should I distribute it now?

2. Do you have experience in using spreadsheets?

a. Yes. In my last job, 1 often wen t to meetings to

take them.

b. Yes. In my last job, 1 used them to keep track of

expenses and budgets.

3. What should you always say when you answer

incoming ca ll s?

a. Say a greeting, the name of the company and

the words 'How can I help you'?

b. Ask them if they want a drin k.

4. Are your word processing skills good?

a. Yes, they are. 1 often talk to customers on the

phone.

b. Yes, they are. 1 often have to write reports for

senior management.

5. Can you type the agenda in an e•mail and send it

out, please?

a. Of course. 1 ' 11 put it with the incoming ma il.

b. Of course. Who is going to the mee ting?

0 7 ◄ >)09 A sen ior administrativa assistant and a junior administrative assistant are talking. Listen to the dialogue and tick (✓) the tasks that the junior administrative assistant is going to do today.

...... 1. receive a visitor

...... 2. schedule meetings

...... 3. type agendas

...... 4. update a maili ng list

...... 5. take mi nutes

...... 6. prepare a presentation

_... 7. file documents

...... 8. take an inventory of office supplies

...... 9. order office supplies

Your Turn Work in pairs. Write a dialogue similar to the one in Exercise 7 in which a senior administrative assistant tells a junior administrative assistant to do the things that you didn't tick in Exercise 7. Practise your dialogue.

W orking with Vocabulary

( I C/ IS ) VOCABULARY PRESENTATJON 1

48 4 L ook at the pictures. M atch the phrases

in A to the offi ce supplies in B.

A

1. a packet of

2. a sheet of

3. a ron of

4. a pair of

S. a box of

B

···- a. paper ··- b. scissors ..._ c. staples .._ d. sticky tape ..... e. highlighters ' , , How often do you use the office ' supplies in Exercise 4? What do you use them for?

O 5 Complete the sentences with the words below.

desktop • shredder • laptop • filing cabinet photocopier • recycling bin • pen drive projector • scanner • pedestal

1. 1 travel for work a lot, so I need a ..................- .................. rather lhan a ........... .... .. ... ........ .. .... .... ....... computer.
2. Mrs Gregson wants 20 copies of this document, but the ......... ................... ................. is broken.

3. We still keep sorne paper documents in this

4. 1need to show sorne charts in my presentat ion,

so please book a room w ith a ... ....... .... ....... ........- ...._.. .....

S. You can use the .....- ..- ..........- ...- .. .- .... in my office to

pu t copies of these old paper contracts into !he database.

6. Please use the .. ........- ........ ...............- .. .... to destroy lhese

documents - they contain con fi dential information.

7. Make sure you put your rubbish in the correct

8. Put lhe PowerPoint on a ....- .. ........ ......- .. ........ .........

so I can plug it into the laptop when I give my

presentation.

9. 1keep a few files. sorne pens and my lapt op bag

in my ................... .......... .................

O 6 Match the words and phrases in A to their definitions in B.

A

1. price per unit

2. subtotal

3. shipping cost

4. invoice

5. delivery

6. quality

B

..... a. getting items to a customer

..... b. how good something is ..... c. how much each ítem costs ..... d. a document wh ic h lists the items that we re ordered and their prices ..... e. the price of a ll the ltems ordered, not including tax ..... f. the p ri ce of sending items to a customer

O 7 ◄ ,) 12 The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences. Then list en and check your answers.

1. l've run low on printing paper. 1 haven't got any.

2. Discount mus! be made within two weeks of

receiving the order. ............- ............. ...............

3. 1'11 give you a 20% q uanti ty.......... ....... - ... ...... ....... ...... .. ..... 4. How much has he ru n ou t of you for all the office supplies? ........... - ............................. _.
4. Since you are a new customer, l'm giving you a payment - two for the price of one.

6. l've c harged paper clips. 1 haven't got enough.

7. lf you order a large sp ec ial offer, you'II get a better price... .... .............. ........ - ......... ...... ..

Work in pa irs. Student A: You are a junior administrative assistant. You need sorne office supplies for an all-day training session for sorne sales reps.

Turn to page 104 and placean order with

Student B. Your budget is 1::65, so choose the options that will keep you within budget. Student B: You work for an office supplies company. Turn to page 120. Aespond to Student A with the prices of different items and complete the order form.

, •^1 Worlcbook , page 6

Reading

0 1"4 >) 13 Read the e-mall. Write T (true), F (false) or DS (doesn 't say) next to each statement bel ow. Correct the false sentences.

To: Ora¡g Peters From: Victo,ia Helman Subject: New job

DearCraig,

Congratula1ions on getting the job with us here al Gregson 's Bakeries.

As your line manager, 1 would usually be there to go over things with you on your first day, but I am off today, so 1 '11 explain a bit in this e-mail and then talk to you tomorrow. As the Junior Admi nistrative Assistant, you will be responsible for doing photocopying, receíving visitors , showing them around, checklng the offioe supplies inventory, helping to schedule meetings and taking minutes. Later on, as you become more experienced in the role, you will take on sorne accounting responsibilities as well. As you know by now, our desks are on the second floor. There is a kitchen opposite the lifts. The toilets are at the end of the corridOí past the conferenoe room. The cafeteria is on the ground floor.

We work closely with the HR Department on the third floor. 1 have set up a meeting for you with the

Personnel Manager, Paula SWift, at 10.30. She wants to talk to you about

a few things she would like you to do. Toe meeting is in her olfice - room

323 (when you come out ot the lift, turn left and her offioe is next to the photocopiers). Alter your meeting with Paula, please check what we have in our stationery cupboard (there's a list of what should be there on

the door) and then go to the stockroom on the first floor to g.et

anything that we need. Al one o'clock, you need to meet the other new staff in reception

for a tour of the buildlng wilh Graham Moore. Alter that, Ellie

Morrison from HR will tell yoo sorne ímportant information in the

conference room on the second floor about company

policy, like staff benefits and how to take holiday.

Finally, can you send an e-mail to the 'Ali Staff'

mailing list to introduce your.self to f!Neíyone?

1 think that's an for today. 1 · 11 see you tomorrow. Good luck! Victoria

•... 1. Today is Craig's first day.

. ... 2. Victoria is too busy to talk to Craig today.

..... 3. Craig will take notes of what people say in

meetings. ··········· ······- ·········· ······-·- ···························-·· ··············--- ········-·· ········ ··

..... 4. Craig won't have any accounting

responsibilities at fi rst.

-·- 5. The toilets are opposite the conference room.

-·- 6. Paula Swift wants Craig to do sorne

photocopying for her.

___........ ...................·-··········..-······· .................... , ........................................ ...

. .... 7. There isn't enough statlonery in the cupboard,

so Craig needs to get sorne more.

... .. 8. Graham Moore is going to show the new employees around the building. ..... .................................................., .................... __........ ............, ......... ..

• ··· 9. HA will talk to the new employees tomorrow. ..... .......,, ____, , ,.,,, ,,,_, ___ __,, ....... .......-... ....... .-......... .......

_...10.AJI new employees have to send an e-mail

introducing themselves to the rest of the staff.

(> Getting Started: Vo cab ula ry (pa ge 142) )

1 ◄ >) 1s Read the e-man. Complete the sentences. New message ___<> P $ 1 To: STAFF From Lucy Forbes Sub¡ecr New vo,cema íl seMce

To all employees,

We ha ve got a new voicemail s•ervice, and we

want everyone to l earn how to use it. 1. Toe employees don't know how to use the voicemail service

Over the ne xt two weeks, Kim from the 1T because it's ...................... _.....................

Department is going to call each of you to

arrange a su itable time for a short t raining

sessi on (ab o ut 15 minutes ). She is going to

show you how to retrieve, repla y, save and

delete messages. She is also going to give

you your own PIN.

2. Kim from the _....................... _................ is going to teach them how to

use the voicemail service.

3. The training sessions won 't be very _....................................

4. They are going to leam how to listen, save and delete

lf lhere are any problems, pl ease conlact me.

Lucy Forbes

5. Each emp loyee is going to get a d ifferent ..... - ...............................

to use.

Head of 1T 6.^ lf employees have got any problems, they should contact

O 2 ◄ >) 11 Kim from the IT Department is showing Sebastian how to use the new voicemail

service. li sten to the dlaf ogue. Then complete

Sebastian 's e- mail to his colleague James.

To; James Kenclall From: Sebasllan Vidal Sub)ect: New YOicemaj system

He lio James,

1 hope you had a nice holiday. Don't worry about missing

the training - the new voicemail system is realty easy.

First, ask Hugh in 1T to send you a 1 ....- ................ - ................ _ •

Once you have that, you enter it into your phone and then

dial 2 • ........- ................... ............... to go to the rnain voicemail

3 • .....- ....... ........- ................. To listen to your messages, jusi press

4 .... - ................................. ... lf you want to hear il again straightaway,

en ter $. .................- .......................... You press e. .................... ................... ...... if

you want to keep the message or^7 • .............. ...._ ........................ if you

don't want to keep il. lf you want to fast forward to a later bit

of a message, press a. .....- .. ........ ........... ........ ........ , and to rewind,

press 9 .. ....... .... ..._ .. ........_ ..._ .. ......

You can check your messages from any phone if you are

ou t of the office. To do that, ri ng your office number and

wait until it goes to voicernai l. Then you press

'º· .................................. ........... and enter your PIN.

J

Let me know if you have any questions, or you can call

Kim - she's very hetpfu l.

Best wishes,

Sebastian

~ -~·

' 1 ,

What are the advantages '

of using e-mail?

# = hash

• = star / ast,erisk 150# = one-five-oh-hash

155# = one-double five-hash

3 ◄ >) 11 Choose the correct option to complete the sentences from the dialogue. Then listen aga in and c heck your answers.

1. How do I check / open my incoming messages?

2. First. enter / write your PIN.

3. How's / What's my PI N?

4. What do I do before / after that?

5. Then press / type 1.

6. Can / Could I fast forward or rewind messages?

7. Where / When it goes to voicemail, press # and

then enter your PI N.

Your Turn

Work in pairs. Write a dialogue similar to the

one in Exercise 2 using the expressions from

Exercise 3. Practise your new dialogue.

W orking with Vocabular y

( I C/IS ) VOCABULARY PRESENTATION

04 Matc h the w ords and phrases in A to the definitions in B. A

1. outgoing message

2. incoming message

3. volume

4. fast forward

5. rewind

B

.. ... a. how loud or quiet something is

..... b. go to an earli er part of a recording

..... c. what a ca ll ar hears when he / she reaches your

voicemail

.. ... d. go to a later part of a record ing

..... e. recordi ngs people lea.ve for you when you

don't answer the phone

O 5 Replace the words and phrases in bold with the correct word below.

dial • location • re-record • retrieve • save • silent

1. 1 don't usually keep voicemail messages. 1 rarely

need to listen to them again.

2. Can I get voicemail messages from any place?

3. When you enter a phone number, be carefu l to

get it rig ht.

4. 1didn't want to be disturbed, so my phone was

set to not make any sound.

5. lf you want to change your outgoing message ,

press 1.

O 6 The words in bold are in the wrong sentenc,es. Write them next to the correct sentenc,es.

1. l' m going to put you on headset so that everyone

can hear you. ............................................

2. lf you call someone often, you should add him /

her to your recei ver.................... .. ................. .......

3. You should replay messages that you don't

need, so that you r voicemail doesn't get ful!.

4. lf you need to delete someone about something

urgen! , it 's bett er to cal l than send an e-mail.

5. In most offices today, most people wear

a loudspe ake r so they can keep working when

they receive a cal!. ..... ....... ............ ........ .......- ...

6. When the phone rings, all you have to do is pick

up the PIN. ..............................................

7. Could you contact that message? 1 don't

understand what she means. ..... .......... .. ...... ....................

8. To switch on your mobile phone , you have

to enter your contacts - it has tour digi ts.

O 7 ◄ >) 1s Julie wants to record sorne outgoing messages on her voicemail. Tom from the IT Department is helping her. Listen to the dialogue and circle the co rrect answer.

1. First of all , Juli e enters her ....

a. name

b. PI N

c. outgoing message

2. To record a daytime message , Ju li e needs to

choose ....

a. the number 1

b. the number 2

c. dayti me message

3. Julie should press 3 ... her message.

a. before she writes

b. when she begi ns recording

c. when she finishes recording

4. To re-record her message after she reviews it, she

should press the number .. ..

a. 4

b. 5

c. 9 Q.O

5. lf there is an emergency at nig ht,

the caller should. ...

QQ

o

a. cal l back

b. press 9 or 5

c. press

Your Turn

Work in paírs. You both work at

Jamieson's El ectronics (business hours 9.30 am to 5.30 pm Monday to Friday).

Student A: You're calling the 1T Department

because you need sorne help setting up your

outgoing voicemail messages.

Student B: You work in the IT Department.

Fo ll ow the flow c hart on page 1 05 and act out the conversation.

W orking with Vocabulary

( IC/ IS ) V0CABULARY PRESENTATJ0N 1

O 4 Write the correct word under each picture.

bold • fl ow chart • cut • strikethrough • italics lower-case letters • underline password • paste upper-case letters copy • ~

AmySun A45$*n nY

1. ........username............. 2 .. .... ........... ..... ........ ... ........ .......

.u. I

AbCd E AbCdE

ABC DE abcde

AbCdE AbEd^ E

7. ··········· ·· ·················----··· ·· ···"···· 8 ..............^ .............^ ..............^ .......

O 5 Match the words in A to their definitions in B. A

1. lag in 6. icon

2. lag out 7. post

3. font 8. comment

4. paragraph 9. homepaga

5. double-click 10. desktop

B

•... a. the style used for letters, numbers, etc. •... b. laava a computar system or onlina account •... c. press tha button on the mouse twica quickly ..... d. a small picture or symbol ..... a. a group of sentancas on the sama tapie

..... f. write your opinion about something that

appears on a website •... g. the working area of a computer screen with icons

•... h. pul a message or other information onto

a website

•... i. accass a computar system or online account

•... j. the first page of a webs ite with links to the olher sections

0 6 Look at the page from a report on the intranet. Write the correct letter next to each word.

o

.... 1. background

..... 2. heading

..... 3. column

..... 4. row

..... 5. bullet

..... 6. cell

lncoming calls decreased in 2020. 0-- In 2022, there was an ,ncrease in incoming calls across all markets.

~ r 2 019 2 020 202 1 2022 .. (^) - 1.3 -1-4 -0.5 0.

2.7 -1 .8 1.0 2.

-G

-3. 5 -2.0 -2.9 3.7 (^) • (^) o 9.2 -3.2^ -5.7 1.

YourTurn Work in pairs. Student A: You are a new manager and you caU the 1T Department for help with your voicemail and íntranet. Ask questions to complete the information on page 105. Student B: You wo:rk in the 1T Department. Answer the manager's questions using the information on page 121.

> Workbook, page 8

O Ge tting Started: Vo cab ulary (page 143) )

1 ◄ >) 21 Read the page from the company Intranet. Write T (true), F (false) or OS (doesn't say) next to each statement below. Copy the phrases th at gave you the answers.

It is the responsibility of ou r team of adm inistrative

assistants to hand le the i ncoming ma il. The quick and

acc urate distributi on of incom íng mai l is very important

for the smooth runn ing of our company. Pl ease follow

these procedures when h and ling the íncoming mail.

a. Ma ke two piles of ma il: one with anything marked

' Pri vate' or 'Confidential' on it and one with the rest.

b. Open the ma il that does NOT have 'Private' or

'Confidential' on it and stamp eac h document with the

co rrect date.

c. Document the ma il ín the maíl log. Put the date and

li st the sender 's name and address an d the recip ient's

name.

d. Sort the ma il acco rding to wh ich department or

per son it need s to go to.

e. Dístribute t he ma il by leavíng it in each department's

ma íl basket. Any ma il marked ' Confidentíal' or ' Prívate'

must be gi ve n dí rectly to the recipient.

o

..... 1. Slow distribution of incoming mail costs the

company money.

...... 2. On ly one of the adm inistrative assistants has the

responsibllity of deali ng with the incoming mall.

--- ··········· ········· ··-··- ·· ·············-··· ·-···· -···············-··· ··-····-······· ···

.... 3. AA administrativa assistant should open ali of the

mail and stamp the date on it. -··-·· ········ -········· ················· ·-··-···· ···············---- ·········-···········

...... 4. AA adm inistrative assistant needs to keep

a record of when the mail arrived, who sen t it and

who it is for.

...... 5. AA adm inistrativa assistant should leave ali of the

mall for each person and department In the same

place.

2 ◄ >) 22 The manager of the maílroom, Miss Harrís, ís talking to a new clerk, Richard, about the

process for handling outgoing maíl. Li sten to

the dialogue and put the stages in the order that they talk about them.

...... a. how to organise the outgoing mail

.... b. where to take the ou tgoing mail

...... c. what type of postage to use

...... d. what to check for eaclh letter

..... e. where to get the outgoing mail from

...... f. how to check the postcode

In the UK, first·class post is for next

day delivery and second•class post

usuall y takes two or three days.

3 ◄ >) 22 Put the word s in the c o rrect order to form sentences from the dialogue in Exercise 2. Then listen aga in and check your answers.

1. mail / co llect / First, / the / you

2. all/ the /Check / items / of

3. sure / are / Make / ali / signed / letters

•... ................... --- ········- ··········-·····················-················· ·.......... ..

4. address / the / postcode / that / Check / the /

includes / corree!

5. envelopes / weigh / You / the

6. documents / be / Ali / by / lega l / must / post /

sen t / reg istered

___ ....................... .. ................. ...

Work in pairs. Use the sentences from Exercise 3 to write a dialogue similar to the one in Exercise 2. Practise your new dialogue.

O (> GeWng Started: Vocabu/ary (page 1 ~

O 1 ,. ,) 24 Read the wayblll. Complete the sente n ces.

-==SPEEDY SERVICES

Tel: 1632 496 0384 E-mail: ln [email protected] .nett

From: Company name: DLT Electronics Address: [115 Church Street Postcode: LD7 6O P

To: Company name: Epcot Computers

Sender's name: Rona ld Green 1

City / Country: [t.eeds, UK

Telephone: 0113 496 0725

Receiver's name: Pamela Harkins

Address: 23 Pine Street City / Country: [9¡ rdiff, UK

Postcode: CFS6 2LP Telephone: 01632 496 0457

Sender's name ; [Ronald Green ' Collected by cou rier ; X 1.^ Toe^ n^ ame^ of t^ he^ company sending the Date: [2¡ 2¡ 2023 1 Time: (11.00 am ' Sender's signature: -[t-2i -J.-J-~--

goods is .......... ................... ........ .........

2. Toe recipient is located in ·-··-·..·--- Parcel Details: 3.^ Toe^ g^ ood^ s w ere collected^ by^ the^ courier^ at

No. of parcels: [j1 Item type: [Comput er pa rts' Total weight : [17.9 kg

4. Toe packages contain ....... .................... ....... ............ ltem Length Width H eight Weight

l. 13 cm 7 cm 8 cm 5.2 kg

2. 114 cm' (8 cm ' [ 10 cm ' (7.4 kg '

3. 12 cm 10 cm 8 cm 5.3 kg

Special Instructions: handle with care keep dry X keep away from heat [x

5. Ali the packages together weigh
6. lt em 3 is ................ ........ ..................... long and ....... .. ... .................._ ...... high.

7. Speedy SeNices must make sure the parcels

are kept ..................................- ... and away from

Receiver's name: [ Pamela Harklns '^ 8.^ Toe^ goods^ reach^ ed^ their destination on Date: 3/2/ 2023 Time: 4.00 pm Receiver's signature: ~ ~ l

............... ..... ..... .. ..... ............. al ... ............- ........ ..... .. .............

O 2 ,. ,) 25 Th e s hi pping man a g er (A) is training a new sh ipping c le rk (B). Com plete th e dialo gue with the w ords below. Then llsten to the dlalogue and c heck your answers. print • fragile • measure • online • forms • website

A: You are responsible for organising the shipment of

goods. This includes preparing packages, fil ling in the necessary ' · ......- ................- ................ and any other paperwork, and tracking shipments. B: How do I prepare packages? A : F,rs you Mu:;;t put the goods ir a box. Any (^2) · ......- ........ ........-. ........ ........ it ems need extra protection, such as bubble w rap. Then we1gh and

3. ......_ ........ ........_ ........ ......... each package.

B: Do I label the packages?

A : Yes, you -nust attac1 our company lélbel and any re1evant spec1al instruct1on abels. Always (^4) • .... - ........... - ............ a label with the recipien t's address - don't write it by hand. B: Right. What about the forms?

A: We use an 5 ................................... .......... system to create

our waybills. lt's called On lts Way. You fil n

the orm there. 1' 11 show you how to log on in

amoment. B: O K. How do I track the sh1pments? A: You can do that on the On lts Way &. ..... ........- ......... .................... - it gives regular updates of the package's exact location.

Bo th the metric system and the imperial system are used in the UK. Impe ri al

1 ounce =

1 pound =

Metric 28.350 grams 0.4563 kilogranns

O 3 Read the dialog_ue in Exercise 2 again and copy the sentences that have got the same meaning as the sentences below..

1. Pack the items.

2. Check how heavy and big each package is.

··-·--·- ·· ....····-···-··· ·-···- ·· ··-····-···~--·· ·-··· - ·· ··-··· -····-··---

3. Create a label with the details of its destinalion.

4. We make the forms we need on a website.

,, ............. ........ .......,,.......,, ......... - .......,---··-..·······--·--··-···-··· --··

5. How can I find out where the packages are?

O 6 ◄ >) 26 Circle the corre c t answer. Then listen and check your answers.

1. You label / measure something to check how long it is.

2. You use bubble wrap / paperwork to prevent

an ítem from breaking.

3. You must track / ins p ec t each package carefully

before it is sent.

4. Oid a li the items arrive in good cond ition /

special instructions?

5. Use that nice paper to mark / w rap the gifts.

6. According to the tracking update / wayb ill,

the shipment is 30 kilometres from Miami.

7. 1 wanted to know how high the package was,

so I measured its w i dth / height.

What are the advantages and disadvantages ' ' 8. 1 needed to know how heavy the package was,

of using a courier service comparad with using so I checked its length / we ight.

the normal postal service? A ------------------~ W 7 Complete the sentences w ith the words below.

Work in pairs. Practise the dialogue in Exercise 2.

Pay attention to the expresslons in colour.

Working with Vocabulary

( IC/ IS ) VOCABULARY PRESENTATION 1

O 4 Circle the TWO correct answers.

1. You can send a shipmen t of ... using a courier service. a.books b. messages c. clothes
2. You can use ... to give the length of something. a. metres b. centimetres c. kilograms
3. A courier is a ... that transports items. a. vehicle b. person c. company
4. A ... is an example of something fragile. a. bottle b. vase c. shirt

C9 5 Write the correct phrase under each label.

handle with care • keep dry • keep away from heat this way up

......

11

FRAGILE

T

4 4 4

• • • • • !Ti -

insure • forms • signatura • pick up • parcel

1. You give your ..... ....... .. - ....- ....-... ....... ....... electronically to

confirm that you have received the delivery.

2. What's inside th is ....-....- .. ....................- .. ......? lt's very

heavy.

3. Where is the courier? He must .. ....... ... ................ .............- ... the packages soon because we close in an hour.
4. There are a lot of ... ........ ....... .......... ........ ........ _ to fill out in order to make sure the goods clear customs.
5. You must .. ..- ........................- ............. the shipment in case it gets lost or damaged.

1·,.fij¡¡;¡¡,«:::i Work in pairs. Student A: You are a manager. Turn to page 106 and give the mailroom clerk instructions on how to send three items. Student B: You are a mailroom clerk. A manager is givlng you mailing lnstructions. Ask questions to complete the chart on page 121.

) Worlcbook , page 10