first insights into business ocr (First Insights Into Business. Robbins Sue (2000))

FIRSTINSIGHTS--------------- into ---------------BUSINESSSue Robbins■O 1ContentsUnit 1Customerspage 4Language FocusSkillsVocabularyBusiness CommunicationDirect and indirectquestion formsW riting:Formal lettersKey Vocabulary:CustomersMaking offers(speaking)Pronunciation:Weak and strongforms /dja/ /du:/Reading:Kwik-FitadvertisementWord partnersFinal Task:Roleplay: customer care(speaking)Listening:Customer serviceUnit 2Companiespage 14Unit 3Travelpage 24Present simple andpresent continuousW riting:Avoiding repetitionKey Vocabulary:CompaniesPresenting information(speaking)Pronunciation:Sentence stressReading:FT Graduate TrainingWord buildingThird person singular/s/ /z/ /iz/Listening:Four majorcompaniesFinal Task:Presenting informationabout companies(speaking)Present continuous forfuture: fixedarrangementsW riting:FaxesKey Vocabulary:TravelIntroductions and socialising(speaking)Reading:The Japanese inBritainWord partnersFinal Task:Introductions and talking tonew colleagues(speaking)Pronunciation:Contractions of to beAdjectives ofnationalityListening:International travelReview 1Unit 4Should, ought to:makingTroubleshooting recommendationspage 36Pronunciation:Unit 5CompanyHistorypage 46Unit 6Retailingpage 56W riting:Clauses of purposeKey Vocabulary:TroubleshootingReading:Ford's spy teamSynonymsWord buildingFinal Task:Giving business advice(speaking)W riting:Sequencing ideasKey Vocabulary:Company historyReading:Bic's companyhistoryAdjective andnoun partnersGiving presentations oncompany histories(speaking)Polite intonationListening:Project managementPast simple:regular and irregularverbsPronunciation:Past simple endingsN Id / /id/Report writing:recommendations(w ritin g )Listening:Zurich FinancialServices Groupcompany historyFinal Task:Company histories(w ritin g )Definite, indefinite.zero articlesW riting:expanding notesKey Vocabulary:RetailingTelephoning(speaking)Defining relativeclausesReading:Bar codesWord groupsPronunciation:/йэ/ /rti:/Listening:Shopping at IKEAFinal Task:Market research roleplay(speaking)Review 22Contents ШLanguage FocusSkillsVocabularyBusiness CommunicationUnit 7Order of adjectivesProductsComparative andsuperlative adjectivesW riting:Linking words ofcause and effectKey Vocabulary:ProductsProduct presentations(speaking)Word partnersPronunciation:Weak forms /э / /ost//бэп/ /эz/Reading:Dyson productlaunchWord buildingFinal Task:Presenting a product(speaking)page 70Listening:Advertising productsUnit 8Peoplepage 82Going to for futureplans and intentionsW riting:Clauses of contrastKey Vocabulary:PeopleTalking about your job(speaking)Will for the futureReading:Management stylesWord buildingFinal Task:Action planning careerobjectives(w ritin g )W riting:connectors ofadditionKey Vocabulary:BusinessenvironmentDescribing trends:Interpreting graphs(speaking)Reading:Marks & SpencerWord partnersFinal Task:Information exchange:describing trends in cinemaattendance(speaking)Key Vocabulary:FinanceScale of probability(speaking)Word partnersFinal Task:Discussing companies'financial decisions(speaking)Negotiating(speaking and w ritin g )Pronunciation:Weak forms of to Дэ/Short form of willUnit 9BusinessEnvironmentpage 94Modal verbs ofpossibilityPresent passivePronunciation:Word linkingStress patternsListening:Aspects of workListening:World competitivescoreboardReview 3Unit 10Figures and numbersFinanceTransitive andintransitive verbspage 108W riting:rephrasing andexemplifyingPronunciation:Saying numerals, wordrecognitionReading:investment accountsUnit 11Conditional 1CorporateResponsibilityGerunds and infinitivesW riting:both...and, either...or,neither...

norKey Vocabulary:CorporateResponsibilityReading:late paymentWord groupsFinal Task:Negotiation roleplay(speaking)page 120Pronunciation:Short formsListening:profit and lossListening:the ethical consumerUnit 12Competitionpage 132Present perfect:present resultW riting:Curriculum vitaeKey Vocabulary:CompetitionInterviews(speaking)Present perfect:unfinished timeReading:Pepsi and Coca-ColaWord groupsPronunciation:Strong and weakforms /hsv/ /haz/ /fa/Listening: GlobalcompetitionFinal Task:Review of First Insights intoBusiness(speaking)Review 4Communication Activities page 146Grammar Reference page 1503Word List page 162Tapescripts page 164u n i tCustomersIn this unit:Language FocusDirect and indirect question formsPronunciation: weak and strong forms /djs/ /du:/SkillsWriting: formal letter-writing, capital lettersReading: Kwik-Fit advertisementListening: customer serviceVocabularyWord partnersBusiness C om m unicationMaking offersKey VocabularyLead-in1.1Companies need custom ers.

Some companies provide goods such asclothes, cars and food. Other companies provide services, for example insurance,banking, inform ation technology or training.Companies w ant re p ea t business, in other words, they w ant customers to buyfrom them again and again. To win custom er loyalty, many companies have acode o f practice, or set of rules, for custom er care.

The code of practiceexplains w hat the customer can expect of the company. Customers can complainabout the service, or help, they receive and the goods they buy.Read the texts produced bythree different companies andanswer the questions.©1 What does each companyoffer the customer?2 What other examples of goodcustomer care can you think of?RITISH Airways « Д УBmustmalf CUtn °mpeerson. The companyaP° 8mber of items that it can givealso has a numberisfied with theirto customers who arefood hamperscprvice.

These rang ____rhocolates.©First Direct is the UK’s leading 24 hourpersonal telephone bank. Our personalservice lets you take care of all your bankingneeds by telephone, at a time and place tosuit you, 24 hours a day, 365 days a year.You can call to check your balance, pay abill, discuss a personal loan or increase yourVisa Card limit. All calls from within the UKare charged at local rates.4J4Customers Ш<DThe IKEA BusinessService PackageIKEA Business offers a full range of services toprofessional customers, companies andorganisations.

Our trained staff can help witheverything from individual workstations, toplanning a complete office. As an IKEABusiness customer you can purchase from thespecialist Business Catalogue, or from thecomplete range in the store. Optional deliveryand assembly services are available on request.Enquire at the store for more details.Cross-culturalComparison1 Attitudes to customer care may be different in different countries. Workin pairs and discuss the five situations below.W H A T M AKES GOOD CUSTOMER CAREPA = ExcellentВ = GoodC = FairD = PoorSituation 1A customer waits in a queue for ten minutes.A B CDSituation 2The phone rings eight times before someone inthe company answers it.A B CDA customer phones a company.

The person whoanswers does not have the information to answerthe customer’s question, but tries to answer it.A B CDA company answers customers’ letters in fiveworking days.A B CDA customer makes a complaint.The companyemployee takes all the details, apologises andpromises to take action.A B CDSituation 3Situation 4Situation 5--------------------------------------- ----------------2 r a 1.2 Listen to a man talking about customer care.

W hich o f thesituations is he describing? Does he th in k this is good customer care? Whatdo you think?■unit oneLanguage FocusDirect and indirect question forms11.3 Tim Saunders wants to join a health and fitness club. He phonesHi-tone Health and Fitness Centre. Listen and answer the questions.1 What is good about the customer service Tim Saunders receives?2 Do you have any criticisms of the customer service?Tim Saunders21.3 Tim Saunders asks two types o f questions: direct questions andindirect questions.Listen again and tick ( / ) the questions he asks.INDIRECT QUESTIONSDIRECT QUESTIONSWh/How questionsWh/How questions1 a How much does it cost?2 a What are your opening hours?3 a What's the procedure?4 a What qualifications do yourinstructors have?□□□□1 b Could you tell me how muchit costs?2 b Could you tell me what youropening hours are?3 b Could you tell me what theprocedure is?4 b Could you tell me whatqualifications your instructorshave?□□□□Yes/No questionsYes/No questions(The answer to the questions is yes orno)(The answer to the questions isyesorno)5 a Do you have fitness classes aswell?6 a Is there a maximum numberin each class?□7 a Do you offer an introductorysession?5 b Could you tell me if you havefitness classes as well?6 b Can you tell me if there is amaximum number in each class? [_7 b Could you tell me if you offeran introductory session?□8 a Is it possible to bring guests?8 b Can you tell me if it's possibleto bring guests?□□□66□□Customers U3 Look at the direct and indirect questions again and notice the differencesbetween them.?2 Are the statements below true (T) or false (F)?Wh/How questionsa For indirect questions we do not use the auxiliary verbb For indirect questions the main verb comes at the enddo.T/Fof the question.T/FYes/No questionsc For indirect questions we do not use the auxiliary verbdo.d For indirect questions we use normal sentence order after the word if.T/FT/F4 In your language do you use different question types for someone youdon't know well? How do you change the question?►PronunciationG ra m m a r R eference page 155Weak and strong forms / d p / /d u : /11.4 Listen to the questions and answers below.

Notice the differentpronunciation o f the verb do. Listen again and repeat.Weak2Strong1 Do youhave fitness classes as well?Yes, we do.2offer an introductory session?Yes, we do.3 Do youDo youhave a swimming pool?Yes, we do.4have a code of practice?Yes, we do.Do youWhen do we use the weak form? When do we use the strong form?un it oneLanguagePractice1Tim Saunders is now at Hi-tone Health and Fitness Centre.

The instructoris asking him some questions. Match the two parts of the instructor'squestions.1 Do youdo you want to come to the Centre?2 What arewhat your objectives are?3 Could you tell me if'you have any medical problems or injuries?4do any exercise at the moment?How often5 Can you tell meyour favourite sports?6 Whatdo you do?2Now match Tim Saunders' answers to each question in exercise 1.Example: 1 d Do you do any exercise at the moment?iii No, I don't. And the problem is I sit at my desk a ll day.i I'm a business analyst.ii I want to get fit and I want to lose a few kilos too.iii No, I don't. And the problem is I sit at my desk all day.iv Probably three or four times a week.v I like swimming and I enjoy a game of squash now and again!vi No, I'm very healthy, thank goodness.31.5 Now listen and check your answers.4Work in pairs.

Student A is a customer and Student В is ahealth club manager.STUDENT A*•You want to join a health and fitness club. Youvisit a club for an introductory session and meetthe manager. You know it is expensive to join - allclubs are - so you want to get a lot of informationabout the services they offer.Welcome the customer. Find out his/her• name• job• fitness levelAnswer Student B's questions.Use direct and indirect questions to ask aboutAnswer his/her questions about the club's openinghours and facilities.• opening hours• class sizes• facilities• possibility of bringing guests• fitness classesNow decide if you want to join the club and giveyour reasons.

(Don't say what you decide yet!)When you have finished decide if you thinkStudent A wants to join the club. Give yourreasons. Then ask Student A if you are right.88CustomersW r itin gCapital lettersI Read the lists below. When do we use capital letters?Example 1: We use capital letters for people's names and titles.1 Dr Yemeh, Ms Perez, Prof. Brown, Sir David, Danuta Lochowski2 the Customer Service Manager, the Personnel Director3 Oxford Street, the Champs Elysees4 London, Paris, Tokyo, New York5 the River Thames, Mount Etna, the Black Forest6 Monday, Tuesday, Saturday, April, September, June7 Christmas Day, Ramadan, New Year8 Finland, Brazil, Fin, Brazilian, Finnish, Brazilian9 the Ritz Hotel, the Guggenheim Museum, the British Museum10 First Direct, BA (British Airways), Coca-ColaIIa CD, a TV, a BMW, a VW, an XR3i2 Read the letter.