market_leader_3e_-_intermediate_-_course_book (851943), страница 5
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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ' or can I put you through to hervoicemail?JenniferWould you be able to take a message for me, please? I'm in a bit of a hurry.Receptionist Yes, certainly.Jennifer..........The thing is, I should be meeting Ms Verdi at 2 p.m.,. . .
. . . . . . ' . My plane was delayed, and I've got to reschedule myappointments. If possible , . . ...... ............ ... ....... ..tomorrow, . . . . . . . . . . . . " in the morning. . . . . . . . . . . . ... ... . . . . . . .
. . . . ' here al the hotel, please, to confirm?... . . . . . . .....Receptionist Certainly. What's the number?JennifermII's . . . . . . . . . . '.Role-play these two telephone situations.1Student A, you are a company employee who has arranged to meet Student B,a cOlleague from one of your subsidiaries. Explain that you cannot keep theappointment and give a reason. Suggest an alternative day.2Student B, you are on a business trip to Singapore and need to stay an extra day.Your hotel is full.
Telephone the airline office. Talk to the representative, Student A,to arrange a different flight and a night at another hotel.USEFUL LANGUAGEANSWERING THEPHONEIDENTIFYINGYOURSELFMAKINGARRANGEMENTSHello, CarlaRodriguez speaking.This is / My name'sKarin Nordby.Could we meet onMonday at 1 1 :00?Good morning, TigerLtd.Karin Nordbyspeaking.How/What aboutJune 12th?MAKING CONTACTSTATING YOURPURPOSEI'd like to speakto Martin Krause,please.Could I have thesales department,please?Is 9:30 convenient/OK?I'm calling about ...RESPONDINGThe reason I'mcalling is ...That's fine/OK for me.Sorry, I can't make itthen.No problem.CLOSINGGood.
So, I'll see youon the 8th.Thank you. Goodbye.Right. / OK, then.That's great, I'll seeyou ...CHANGINGARRANGEMENTSI'm afraid I can't comeon Friday. I'm verybusy that day.I'm sorry, I can't makeit on Tuesday. I've gotsomething on thatmorning.We've got anappointment for teno'clock, but I'm afraidsomething's come up.Could we fix anothertime?19A specia list travel agent has to work hard to ret a i n a key client.BackgroundBusiness Travel Services (BTS) is based in Philadelphia, USA. One of its most important clients is the largemultinational corporation NeoTech, whose head office is also in Philadelphia.
Recently, NeoTech's seniorexecutives have had problems when they have been on business trips organised by BTS.••Home I Flights I Hotel bookings I Car rental I Conference I InsuranceWho we areBTS provides a full range of corporate travelservices. We are highly experienced in handlingthe requirements of teday's business traveller.Among our many clients are multinationalcompanies which are household names.What we doOur travel consultants work to produce top valuefares and the best itineraries to suit the needsof your staff. We will minimise your expensesby arranging your staffs travel at the rightprice, getting additional discounts for you andestablishing direct contact with the best serviceproviders All our overseas partners are selectedbecause of their high standard of service, attentionto detail and quality of product.We offer: F lights Hotel bookings, Car rental, Conference bookings, Insurance-.,Stage 1Stage 2The Head of Travel at N eoTech phones the AccountManager of BTS to set up a meeting, so that theycan discuss the problems that executives have hadwhile on business trips.NeoTech's Head ofTravel phones BTS's AccountManager to change the time of the meeting.
Someequipment has been stolen from their office, and thepolice are investigating. The Head ofTravel suggestsmeeting in two weeks' time on a Wednesday.In pairs. role-play the telephone conversation toset up the meeting.Student A:You are Head of Travel at NeoTech. Turn to page1 3 5 to read the information in your diary and checkwhen you are available for a meeting.BTS's Account Manager cannot meet on theWednesday - he / she is giving a speech at aninternational travel conference.
He / She suggestsan alternative day and time.Role-play the telephone conversation.Student B:You are the Account Manager for BTS. Turn to page140 to read the information in your diary and checkwhen you are available for a meeting.Stage 3Following a request from BTS's Account Manager,NeoTech's Head of Travel sends summaries of fourproblems which senior executives at NeoTech hadduring recent business trips (see page 21).Hotat Pf"obtart'linto the Excelsior Hotel.Last Thursday, I checkedandme I had been upgradedThe receptionist toldtherestayed16'" floor. Well, lmy room was on theherasked to move to anotfor an hour or so, thenmyroom had no safe forroom.
The 'upgraded'thereAlso,was very bad.moneY, and the lighti ngpeople next door.was a group of noisyThree 1110l1ths agoI travel led to Atl.ama, Georgia . Twopiecesof Ju ggaoeo didn', �rrl· v e .. .I reported Ihe loss't0 IleIfiaJrlllle.Theyprom ised 10 nd thebags and send Ih.em to me SomeI tweekhrIe cOll l� n'l find'� l fi YO l1Ihe bags and aS ke,Idldn l hea� fromIhem 1'01 anothermonlh, Ihen Ihey asked m�. I0 send receipts for aJJ the missinoanicles . I didn 't h ave0receipts for the lostitems .It's Ihree monthsI ater, and sl l.
l i no news.from the air. r me. Mye-mal l s and 'cUefs"get no response.The alrlme has recentlymerged with anolhe,r company and I.. ISwond er If· IhlspartIhe problem. Canof'you help?�:� � : � � :�� �� �� �bette r. I could n't takeThe new room was nofourthere was no water fora shower becau sene didn't work, the Icehours . The coffe e machiand the desk was toomachi ne was out of ordere actio n,receptionist to get somsmall. I called thebusy to do anyth·mg.but she seem ed toocanup to standa rd.
WhatThis hotel simply isn'tme?you do about it for�CGtr R.entGtI Ftob lemThe rental office at the airport couldn' t give me the car Ihadreserved. It was in the medium price runge at $250 a week.Inslead, they offered me a choice:••a smaller car, which was uncomfortable �U1d had a smalla bigger car for an extra $20 a day.trunk;I was expecting a free upgrade, but the clerk on Ihe deskrefused 10do Ihat. His attitude was 'take i l or leave it . So I hired Ihebigger car.'When Ihe company billed me, I ended up paying $490 forIhe car.16Work in groups of four. One of you is BTS's AccountManager, the other three are travel consultants who workwith the Account Manager.1Ea c h member of the group(AccountMa na ger/lrave lconsultants) reads one o f the problems above andWritingmakes notes about it.2 Each person summarises the problem for h i s / h e rcolleagues, and answers anyq u esti on s they may have.3 After each summary, the groups discuss the following:•Did the executiveineach case deal with theproblem effectively? Why? / Why not?••flighta flight to MoscOW, but thebadofeauswas diverted to Helsinki becationfusof conweather.There was a lotthealltsenHelsinki because the airl inefor the night.elhotesamthetospassengere very aggressiveSome passengers becamm.
I had to sharewhen they tried to get a roosenger. The hotela room with another pastheir r�oms.made all passengers pay forto walt SIX hoursThe next morning, we hadht to MoscoW.in a cold terminal for the fligfor our hotelThe airl ine would n't payumstances werecircexpenses. They said thek we should bethin'beyond their control'. Ienience.onvinccompensated for all theI wa s onAs the Account Manager for BTS, writean e-mail to NeoTech's Head of Travel,apologising for the inconvenience. Offersome compensation and explain whatsteps BTS has taken to make sure asimilar problem does not happen again.c::l Writing file page 127What can 8T5 do to help to solve the problem?What is the best solution for each executive? What,i f anything, should he/she hope to get from thecompany concerned?Watch the Case studycommentary on the �OVO-ROM_W21STARTING U PEIWhich of these situations would you find the most difficult to deal with?1Moving house52Losing a pet6 A new boss3Moving to another country74 Changing your jobDriving abroadGetting married (again!)8 New neighboursIlWhat has been the most significant change in your life so far?BWhich of these business situations would worry you most? Why?1You find out that your company will be merging with another company.2 You keep your job after a merger, but you are in a less powerful position.3You keep your job after a merger, but you have to take a salary cut.4 Your company has to relocate to the other side of the city.5You are asked to relocate to a foreign country.6 You are promoted, but are now in charge of a hostile workforce.7 You have to move from your own office to a large, open-plan office.8 You have to work with a completely new computer system.9 You have to decide who to make redundant in your new department after a merger.1022Your company language becomes English.UNIT 3DescribingchangeB••CHANGEWrite the verbs from the box under the correct prefix to make wordsconnected with change_ Use a good dictionary to help you_ Some of thewords can be used with more than one prefix_assesslocatedown-centralisedatedevelopgradelaunch-etgaflise-regulatesizestructuretrainde-up-reor9Qn ireDComplete these sentences with the correct form of the verbs from the boxin Exercise A_ Use a good dictionary to help you_1Following the merger, the office layout was .
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