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Cambridge University Press 978-1-107-63983-6 – Business Benchmark Upper Intermediate Guy Brook-Hart Frontmatter More information © in this web service Cambridge University Press www.cambridge.org Business Upper Intermediate Student’s Book Business BENCHMARK Upper Intermediate BULATS Student’s Book Guy Brook-Hart 2nd Edition

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Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

Business

Upper Intermediate

Student’s Book

BusinessBENCHMARK

Upper Intermediate BULATS

Student’s BookGuy Brook-Hart 2nd Edition

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

c a m b r i d g e u n i v e r s i t y p r e s s

Cambridge, New York, Melbourne, Madrid, Cape Town, Singapore, São Paulo, Delhi, Mexico City

Cambridge University PressThe Edinburgh Building, Cambridge CB2 8RU, UK

www.cambridge.orgInformation on this title: www.cambridge.org/9781107639836

© Cambridge University Press 2013

This publication is in copyright. Subject to statutory exceptionand to the provisions of relevant collective licensing agreements,no reproduction of any part may take place without the written permission of Cambridge University Press.

First published 2006Second edition published 2013

Printed in the United Kingdom by Latimer Trend

A catalogue record for this publication is available from the British Library

ISBN 978-1-107-63983-6 Upper Intermediate BULATS Student’s BookISBN 978-1-107-68098-2 Upper Intermediate Business Vantage Student’s BookISBN 978-1-107-63211-0 Upper Intermediate BULATS and Business Vantage Teacher’s Resource Book ISBN 978-1-107-68660-1 Upper Intermediate BULATS and Business Vantage Personal Study BookISBN 978-1-107-68003-6 Upper Intermediate BULATS Class Audio CDs (2) ISBN 978-1-107-63315-5 Upper Intermediate Business Vantage Class Audio CDs (2)

Cambridge University Press has no responsibility for the persistence oraccuracy of URLs for external or third-party internet websites referred to inthis publication, and does not guarantee that any content on such websites is,or will remain, accurate or appropriate. Information regarding prices, traveltimetables and other factual information given in this work is correct atthe time of first printing but Cambridge University Press does not guaranteethe accuracy of such information thereafter.

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

3Introduction

IntroductionBusiness Benchmark Second edition Upper Intermediate, is a completely updated and revised course at CEFR B2 level, reflecting contemporary international business in a stimulating way both for people already working and for students who have not yet worked in business.

It teaches the reading, speaking, listening and writing skills needed in today’s global workplaces, together with essential business vocabulary and grammar.

Business Benchmark Upper Intermediate is also the most complete preparation material available for Cambridge Business Language Testing Service (BULATS) and is officially approved as an exam preparation course by Cambridge ESOL.

The book contains:• 24 units for classroom study covering all four skills in

a dynamic and integrated way, together with essential business vocabulary and grammar.

• Authentic listening and reading material, including interviews with real business people.

• Six Grammar workshops which explain and extend the grammar work covered in the units and which are informed by the Cambridge Learner Corpus (CLC) – see right.

• A nine-page Writing reference covering emails, memos, letters, reports and proposals, and a function bank.

• A fully referenced Word list with definitions, covering key vocabulary from the units and the transcripts.

• An Exam skills and Exam practice section, which gives students detailed guidance on how to approach each exam task, the skills required and what the exam task is testing, together with exercises to build up students’ exam skills. The Exam practice pages contain the parts of a past BULATS test relevant to B2-level students, with answers.

• A full answer key for all the exercises in the Student’s Book, including sample answers to all the writing tasks.

• Complete recording transcripts.

New features in the 2nd edition• Updated grammar and vocabulary exercises based on

correcting common grammar and vocabulary mistakes made by Business English students at this level, as shown by the CLC (see below). Exercises based on the CLC are indicated by this symbol:

• New Writing reference section with guidance for each type of writing task and sample answers.

• New topics, texts and recordings reflecting the realities of contemporary international business.

• Completerevisionofallexam-styletasks, making them closer to real exam tasks.

The Cambridge Learner Corpus (CLC)The Cambridge Learner Corpus (CLC) is a large collection of exam scripts written by candidates taken from Cambridge ESOL exams around the world. It currently contains over 220,000 scripts which translates to over 48 million words, scripts and is growing all the time. It forms part of the Cambridge International Corpus (CIC) and it has been built up by Cambridge University Press and Cambridge ESOL. The CLC currently contains scripts from over:• 200,000 students• 170 first languages• 200 countries.Find out more about the Cambridge Learner Corpus at www.cambridge.org/corpus.

Also available are:• twoaudioCDs, which include authentic interviews

with real business people.• Teacher’s Resource Book, which includes detailed

lesson notes plus photocopiable activities and case studies.

• Personal Study Book, which includes activities and exercises, as well as a self-study writing supplement.

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

4 Map of the book

Unit Reading Listening Writing Speaking Vocabulary Language work

1 Staff development and training 8–11

• Recruitmentbrochure• TrainingatDeloitteinChina

• Trainingcourse:SkillsDevelopmentCollege

• Discussion:jobbenefits• Discussion:whoshouldpayfortraining?• Role-play:planningatrainingcourse

• Recruitmentbrochure:ability, certificate, course, etc.

• work, job, training, training course

• Countableanduncountablenouns

2 Job descriptions and job satisfaction 12–15

• Ahumanresourcesmanager• WhatIlikeaboutmyjob

• Stafftrainingreport • Discussion:activitiesyouwouldenjoyinajob• Discussion:firstimpressionsandenthusiasm• Discussion:whatIenjoyaboutmyjob/studies

• Jobresponsibilities• staff, employee, member of staff

• Askingquestions• Expressinglikes• Introducingreasons

3 Getting the right job 16–19

• JobsatisfactionatSonyMobileCommunications

• Adviceonjobapplications• Whatisimportantwhendoingajobinterview?

• Awebsiteentry• Ashortemailandanemailofajobapplication

• Discussion:thingswhichmakesomewhereagreatplacetowork• Dicussion:theformatoflettersandemails• Shorttalk:whatisimportantwhendoingajobinterview?

• Phrasesexpressingenthusiasm• Adjectiveforms

4 Making contact20–23

• Atelephonequiz• Phone-answeringtips

• Anoccupationalpsychologist• Aphonecalltoahotel• Enquiringaboutajob

• Discussion:firstimpressions• Role-play:phoningahotel• Shorttalk:whatisimportantwhenmakingabusinesstelephonecall?• Role-play:enquiringaboutajob• Discussion:decidingwhoshouldgoonacourse

• Talkingaboutlargeandsmalldifferences

Grammar workshop 1 (Units 1–4) 24–25 Countableanduncountablenouns;Pastperfectandpastsimple;Talkingaboutlargeandsmall differences

5 Breaking into the market26–29

• PromotingAXE• GoingviralinIndiaandChina

• Supermarkets’ownbrands • Discussion:advantagesanddisadvantagesofdifferentpromotionalmethods

• Role-play:launchingashampoo• Shorttalk:aclothingbrand

• launch, ploys, etc. • Infinitiveorverb+-ing

6 Launching a product 30–33

• TheDrinkMeChaisuccessstory

• DevelopingandlaunchingDrinkMeChai

• Launchingandpromotinganewproduct

• Amarketingreport • Discussion:newproducts• Role-play:aninteriordesigncompany

• Prepositionsinphrasesdescribingtrends

7 A stand at a trade fair34–37

• TheLondonContemporaryDesignShow

• Preparinganexhibitionstand

• Areplytoanemail

• Phoning100percentdesign • Anemailgivinginformation• Anemailmakinganenquiry• Anemailansweringenquiries• Amemotostaff

• Discussion:howcompaniescanpromoteproductsattradefairs• Discussion:choosingadesign

• find out, learn, know,teach • Formalrequests

8 Being persuasive 38–41

• Theartofagreeing• Anemailsummarisinganagreement

• Whatmakespeoplepersuasive• Peoplenegotiatingasaleatatradefair

• Anemailcorrectinginformation

• Anemailconfirmingterms

• Discussion:whatmakespeoplepersuasive• Role-play:breakingtheice• Role-play:exchanginginformationaboutaproduct• Shorttalk:whatisimportantwhennegotiating?• Role-play:negotiatingadeal

• Firstandsecondconditionals

Grammar workshop 2 (Units 5–8) 42–43 Infinitivesandverb+-ing;Prepositionsinphrasesdescribingtrends;Formalrequests;Firstand secondconditionals

9 Starting a business 44–47

• Aninternationalfranchise• Alettertoafranchiser

• Whystartyourownbusiness? • Aletterofenquiry • Role-play:buyingintoafranchise • concept, gross revenue, etc.• Financialterms

• Prepositionsintimephrases

10 Financing a start-up 48–51

• Raisingfinance • Settingupafoodconsultancy• CarterBearings

• Role-play:adviceaboutstartingabusiness• Shorttalk:whatisimportantwhenlookingforfinance?

• Raisingfinance• Nounphrasesconnectedwithstartingcompanies

• assets, collateral, etc.

11 Expanding into Europe52–55

• HeidelbergTechnologyParkvs.Biopôle,Lausanne

• Aproposal

• AnewlocationinEurope • Aproposal • Discussion:whatfactorsareimportantwhenchoosingalocation?• Discussion:choosingthebestlocation

• place, space, room; opportunity, possibility, option

• Makingrecommendations

12 Presenting your business idea 56–59

• Makingthemostofpresentations

• Signallingthepartsofapresentation

• Discussion:whichthingsareimportantwhengivingapresentation?• Structuringapresentation• Givingashortpresentation• Role-play:presentingyourbusinessidea

• Phrasessignallingpartsofapresentation

• Can andcould

Grammar workshop 3 (Units 9–12)60–61 Prepositionsintimeclauses;Linkingideas;Canandcould

Hum

an r

eso

urce

sM

arke

ting

Ent

rep

rene

ursh

ip

Map of the book

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

5Map of the book

Unit Reading Listening Writing Speaking Vocabulary Language work

1 Staff development and training 8–11

• Recruitmentbrochure• TrainingatDeloitteinChina

• Trainingcourse:SkillsDevelopmentCollege

• Discussion:jobbenefits• Discussion:whoshouldpayfortraining?• Role-play:planningatrainingcourse

• Recruitmentbrochure:ability, certificate, course, etc.

• work, job, training, training course

• Countableanduncountablenouns

2 Job descriptions and job satisfaction 12–15

• Ahumanresourcesmanager• WhatIlikeaboutmyjob

• Stafftrainingreport • Discussion:activitiesyouwouldenjoyinajob• Discussion:firstimpressionsandenthusiasm• Discussion:whatIenjoyaboutmyjob/studies

• Jobresponsibilities• staff, employee, member of staff

• Askingquestions• Expressinglikes• Introducingreasons

3 Getting the right job 16–19

• JobsatisfactionatSonyMobileCommunications

• Adviceonjobapplications• Whatisimportantwhendoingajobinterview?

• Awebsiteentry• Ashortemailandanemailofajobapplication

• Discussion:thingswhichmakesomewhereagreatplacetowork• Dicussion:theformatoflettersandemails• Shorttalk:whatisimportantwhendoingajobinterview?

• Phrasesexpressingenthusiasm• Adjectiveforms

4 Making contact20–23

• Atelephonequiz• Phone-answeringtips

• Anoccupationalpsychologist• Aphonecalltoahotel• Enquiringaboutajob

• Discussion:firstimpressions• Role-play:phoningahotel• Shorttalk:whatisimportantwhenmakingabusinesstelephonecall?• Role-play:enquiringaboutajob• Discussion:decidingwhoshouldgoonacourse

• Talkingaboutlargeandsmalldifferences

Grammar workshop 1 (Units 1–4) 24–25 Countableanduncountablenouns;Pastperfectandpastsimple;Talkingaboutlargeandsmall differences

5 Breaking into the market26–29

• PromotingAXE• GoingviralinIndiaandChina

• Supermarkets’ownbrands • Discussion:advantagesanddisadvantagesofdifferentpromotionalmethods

• Role-play:launchingashampoo• Shorttalk:aclothingbrand

• launch, ploys, etc. • Infinitiveorverb+-ing

6 Launching a product 30–33

• TheDrinkMeChaisuccessstory

• DevelopingandlaunchingDrinkMeChai

• Launchingandpromotinganewproduct

• Amarketingreport • Discussion:newproducts• Role-play:aninteriordesigncompany

• Prepositionsinphrasesdescribingtrends

7 A stand at a trade fair34–37

• TheLondonContemporaryDesignShow

• Preparinganexhibitionstand

• Areplytoanemail

• Phoning100percentdesign • Anemailgivinginformation• Anemailmakinganenquiry• Anemailansweringenquiries• Amemotostaff

• Discussion:howcompaniescanpromoteproductsattradefairs• Discussion:choosingadesign

• find out, learn, know,teach • Formalrequests

8 Being persuasive 38–41

• Theartofagreeing• Anemailsummarisinganagreement

• Whatmakespeoplepersuasive• Peoplenegotiatingasaleatatradefair

• Anemailcorrectinginformation

• Anemailconfirmingterms

• Discussion:whatmakespeoplepersuasive• Role-play:breakingtheice• Role-play:exchanginginformationaboutaproduct• Shorttalk:whatisimportantwhennegotiating?• Role-play:negotiatingadeal

• Firstandsecondconditionals

Grammar workshop 2 (Units 5–8) 42–43 Infinitivesandverb+-ing;Prepositionsinphrasesdescribingtrends;Formalrequests;Firstand secondconditionals

9 Starting a business 44–47

• Aninternationalfranchise• Alettertoafranchiser

• Whystartyourownbusiness? • Aletterofenquiry • Role-play:buyingintoafranchise • concept, gross revenue, etc.• Financialterms

• Prepositionsintimephrases

10 Financing a start-up 48–51

• Raisingfinance • Settingupafoodconsultancy• CarterBearings

• Role-play:adviceaboutstartingabusiness• Shorttalk:whatisimportantwhenlookingforfinance?

• Raisingfinance• Nounphrasesconnectedwithstartingcompanies

• assets, collateral, etc.

11 Expanding into Europe52–55

• HeidelbergTechnologyParkvs.Biopôle,Lausanne

• Aproposal

• AnewlocationinEurope • Aproposal • Discussion:whatfactorsareimportantwhenchoosingalocation?• Discussion:choosingthebestlocation

• place, space, room; opportunity, possibility, option

• Makingrecommendations

12 Presenting your business idea 56–59

• Makingthemostofpresentations

• Signallingthepartsofapresentation

• Discussion:whichthingsareimportantwhengivingapresentation?• Structuringapresentation• Givingashortpresentation• Role-play:presentingyourbusinessidea

• Phrasessignallingpartsofapresentation

• Can andcould

Grammar workshop 3 (Units 9–12)60–61 Prepositionsintimeclauses;Linkingideas;Canandcould

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

6 Map of the book

Unit Reading Listening Writing Speaking Vocabulary Language work

13 Arranging business travel62–65

• Howbusinesstravelischanging

• Asalesmanagertalkingaboutbusinesstravel

• Conferenceproblems

• Arrangingtotravel:anemailagreeingtoarequestandmakingsuggestions

• Anemailgivinginformationandinstructions

• Discussion:whybusinesspeopleneedtotravel• Shorttalks:whatisimportantwhendecidingwhentotravelonbusiness?• Discussion:socialmedia• Discussion:planningabusinesstrip

• travel, journey,trip • Modalverbs:perfectforms

14 Business conferences66–69

• Makingthemostofbusinessconferences

• Arrangingconferencefacilities• Networkingataconference• Adestinationmanagementcompany(DMC)

• Anemailgivinginstructions • Discussion:whybusinesspeoplegotoconferences• Discussion:selectingstafftogotoaconference• Role-play:networkingataconference• Discussion:organisingaconference

15 Business meetings70–73

• Asurveyofmeetings • Talkingaboutmeetings• Lookingforsolutions

• Anemailaboutabusinesstrip • Discussion:howmeetingsshouldbeconducted• Summarisingresultsofasurvey• Role-play:ameetingatamedicalequipmentcompany

• Collocationsdescribingreasonsformeetings

• Collocationswithmeeting• crucial, priceless, etc.

• Referencing

16 Spending the sales budget74–77

• DFSoftware • Spanishsales• Areportontheuseofprivatecompanyjets

• Areportontheuseofprivatecompanyjets

• Discussion:aspectsofsales • Makingrecommendations• Usingthepassivetoexpressopinionsandideas

Grammar workshop 4 (Units 13–16)78–79 Modalverbs:perfectforms;Referencing;Passives

17 Social media and business80–83

• Somewaysofusingsocialmedia

• Anemailintroducingacompany

• Socialmediaandcustomers • Anemailarrangingameeting• Anemailintroducingacompanyandaskingforinformation

• Discussion:howsocialmediacanhelppeopleintheirjobs• Discussion:howtousesocialmedia

• Verb–nouncollocations • Whentousethe

18 Business and the environment84–87

• Thegreenoffice • Anenvironmentalconsultant • Amemoaskingforsuggestions

• Anemailgivingsuggestions

• Discussion:howtomakeofficesmoreenvironmentallyfriendly• Shorttalk:whatisimportantwhenmakingaworkplaceenvironmentallyfriendly?

• Discussion:howworkwillchangeinthefuture

• issues, impact, etc.• way ormethod

• Expressingcauses

19 A staff survey 88–91

• Readingareport • Staffreactions• CallstoHR

• Asurveyreport • Discussion:theadvantagesanddisadvantagestochangesinworkingconditions

• Discussion:improvingworkingconditions

• Wordsandphrasesexpressingnumbers

• Reportingverbsandreportedspeech

20 Offshoring and outsourcing 92–95

• Whenshouldweoutsource? • OutsourcingIT • Aproposalforoutsourcing • Discussion:advantagesanddisadvantagesofoffshoringandoutsourcing• Shorttalk:whatisimportantwhendecidingwhatbusinessactivitiestooutsource?

• Discussion:outsourcingandoffshoring:theprosandcons

• Thirdconditional

Grammar workshop 5 (Units 17–20) 96–97 Thedefinitearticle;Tensechangesinreportedspeech;Thirdconditional

21 Customer satisfaction and loyalty 98–101

• Fromsatisfactiontoloyalty• Amemo

• Encouragingcustomerloyalty • Anemailapologisingandexplainingwhyyou’llbelate

• Discussion:dissatisfiedcustomers• Discussion:relationshipswithcustomers• Shorttalk:astaffmeeting

• revenue, outcome, etc. • Relativeclauses

22 Communication with customers102–105

• Trainingincustomercommunicationskills

• Turningcomplaintstoyouradvantage

• CustomercommunicationatNotJustFood

• Discussion:thebestmethodofcommunicatingdifferentthings• Discussion:whycompanieslosecustomers• Discussion:complaining

• Adjective–nouncollocations

23 Corresponding with customers 106–109

• Aletteraboutanewservice• Anemailfromadissatisfiedcustomer

• Preparingaletteroremailofcomplaint

• Aletterinformingaboutanewservice

• Aletterofcomplaint

• Discussion:launchingnewservices• Discussion:whatyoushouldputinaletterofcomplaint

• last andlatest • Expressingresults

24 Business across cultures 110–113

• Workinginanotherculture• Ajobadvertisement

• Ashorttalk• WorkinginChinaandworkinginEurope

• Anemailannouncingajobopportunity

• Discussion:typicalpartsofbusinessculture• Presentation:whatisimportantwhengoingtoworkinaforeigncountry?• Discussion:selectingstafftoworkabroad

• Phrasesfollowedbyaverb+-ing

Grammar workshop 6 (Units 21–24) 114–115 Relativeclauses;Whichpronoun:it, thisorthat?;Expressingresults

Writingreference 116Wordlists 125Exam skills and Exam practice 133–163Contentsofexamsection 133Answerkey 165Transcripts 183

Bus

ines

s ab

road

Cha

nge

Cus

tom

er r

elat

ions

Cambridge University Press978-1-107-63983-6 – Business Benchmark Upper IntermediateGuy Brook-HartFrontmatterMore information

© in this web service Cambridge University Press www.cambridge.org

7Map of the book

Unit Reading Listening Writing Speaking Vocabulary Language work

13 Arranging business travel62–65

• Howbusinesstravelischanging

• Asalesmanagertalkingaboutbusinesstravel

• Conferenceproblems

• Arrangingtotravel:anemailagreeingtoarequestandmakingsuggestions

• Anemailgivinginformationandinstructions

• Discussion:whybusinesspeopleneedtotravel• Shorttalks:whatisimportantwhendecidingwhentotravelonbusiness?• Discussion:socialmedia• Discussion:planningabusinesstrip

• travel, journey,trip • Modalverbs:perfectforms

14 Business conferences66–69

• Makingthemostofbusinessconferences

• Arrangingconferencefacilities• Networkingataconference• Adestinationmanagementcompany(DMC)

• Anemailgivinginstructions • Discussion:whybusinesspeoplegotoconferences• Discussion:selectingstafftogotoaconference• Role-play:networkingataconference• Discussion:organisingaconference

15 Business meetings70–73

• Asurveyofmeetings • Talkingaboutmeetings• Lookingforsolutions

• Anemailaboutabusinesstrip • Discussion:howmeetingsshouldbeconducted• Summarisingresultsofasurvey• Role-play:ameetingatamedicalequipmentcompany

• Collocationsdescribingreasonsformeetings

• Collocationswithmeeting• crucial, priceless, etc.

• Referencing

16 Spending the sales budget74–77

• DFSoftware • Spanishsales• Areportontheuseofprivatecompanyjets

• Areportontheuseofprivatecompanyjets

• Discussion:aspectsofsales • Makingrecommendations• Usingthepassivetoexpressopinionsandideas

Grammar workshop 4 (Units 13–16)78–79 Modalverbs:perfectforms;Referencing;Passives

17 Social media and business80–83

• Somewaysofusingsocialmedia

• Anemailintroducingacompany

• Socialmediaandcustomers • Anemailarrangingameeting• Anemailintroducingacompanyandaskingforinformation

• Discussion:howsocialmediacanhelppeopleintheirjobs• Discussion:howtousesocialmedia

• Verb–nouncollocations • Whentousethe

18 Business and the environment84–87

• Thegreenoffice • Anenvironmentalconsultant • Amemoaskingforsuggestions

• Anemailgivingsuggestions

• Discussion:howtomakeofficesmoreenvironmentallyfriendly• Shorttalk:whatisimportantwhenmakingaworkplaceenvironmentallyfriendly?

• Discussion:howworkwillchangeinthefuture

• issues, impact, etc.• way ormethod

• Expressingcauses

19 A staff survey 88–91

• Readingareport • Staffreactions• CallstoHR

• Asurveyreport • Discussion:theadvantagesanddisadvantagestochangesinworkingconditions

• Discussion:improvingworkingconditions

• Wordsandphrasesexpressingnumbers

• Reportingverbsandreportedspeech

20 Offshoring and outsourcing 92–95

• Whenshouldweoutsource? • OutsourcingIT • Aproposalforoutsourcing • Discussion:advantagesanddisadvantagesofoffshoringandoutsourcing• Shorttalk:whatisimportantwhendecidingwhatbusinessactivitiestooutsource?

• Discussion:outsourcingandoffshoring:theprosandcons

• Thirdconditional

Grammar workshop 5 (Units 17–20) 96–97 Thedefinitearticle;Tensechangesinreportedspeech;Thirdconditional

21 Customer satisfaction and loyalty 98–101

• Fromsatisfactiontoloyalty• Amemo

• Encouragingcustomerloyalty • Anemailapologisingandexplainingwhyyou’llbelate

• Discussion:dissatisfiedcustomers• Discussion:relationshipswithcustomers• Shorttalk:astaffmeeting

• revenue, outcome, etc. • Relativeclauses

22 Communication with customers102–105

• Trainingincustomercommunicationskills

• Turningcomplaintstoyouradvantage

• CustomercommunicationatNotJustFood

• Discussion:thebestmethodofcommunicatingdifferentthings• Discussion:whycompanieslosecustomers• Discussion:complaining

• Adjective–nouncollocations

23 Corresponding with customers 106–109

• Aletteraboutanewservice• Anemailfromadissatisfiedcustomer

• Preparingaletteroremailofcomplaint

• Aletterinformingaboutanewservice

• Aletterofcomplaint

• Discussion:launchingnewservices• Discussion:whatyoushouldputinaletterofcomplaint

• last andlatest • Expressingresults

24 Business across cultures 110–113

• Workinginanotherculture• Ajobadvertisement

• Ashorttalk• WorkinginChinaandworkinginEurope

• Anemailannouncingajobopportunity

• Discussion:typicalpartsofbusinessculture• Presentation:whatisimportantwhengoingtoworkinaforeigncountry?• Discussion:selectingstafftoworkabroad

• Phrasesfollowedbyaverb+-ing

Grammar workshop 6 (Units 21–24) 114–115 Relativeclauses;Whichpronoun:it, thisorthat?;Expressingresults

Writingreference 116Wordlists 125Exam skills and Exam practice 133–163Contentsofexamsection 133Answerkey 165Transcripts 183