Cup of English – Level C1 - Advanced

CUP OF ENGLISH – LEVEL C1 - ADVANCED

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Edita: Formación Digital S.L.

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Depósito legal: SE 8365 – 2010

© 2010, Formación Digital, S.L.

 Oral & Written
CUP OF ENGLISH - LEVEL C1 - ADVANCED Grammar Vocabulary Phonetics
Communication

 Interpersonal  Present simple &  Greetings, introductions  3rd person

Unit 1
relationships at work continuous  Positions, stations… endings
‘Introductions…’
 Hierarchical structures  Frequency adverbs  Hierarchical organizations  [-s] [-z] [-iz]

 Past simple &  Past simple

Module 1 Unit 2  Recruitment & job  Providing personal
continuous endings
Job Relations ‘Filling a vacancy’ interviews information; adjectives
 ‘Used to’  [-t] [-d] [-id]

 Talks and meetings;  Expressing agreement and

Unit 3  The future tense
congresses disagreement  Prominence
‘Emerging companies’  Time adverbs
 Mergers and bids  meetings and arrangements

Unit 4  Telephoning and  Telephone formulae

 Modal verbs  Syllable stress
‘Negotiating by phone!’ negotiations  Negotiation vocabulary

 Administration and
Module 2  Administrative English management
Unit 5  The passive voice (I):  Intonation (I);
Administrative  Documents (I); letters  Computing; receiving,
‘Relocation’  Past participles falling tones
English and emails sending and writing emails
 Complaints

 Briefings, reports,
Unit 6 minutes…  The passive voice (II):  Turn-taking  Intonation (II);
‘Paperwork’  Documents (II);  Agent omission  Facts & figures rising tones
reports and minutes
 CUP OF ENGLISH - LEVEL
Oral & Written Communication Grammar Vocabulary Phonetics
C1 - ADVANCED

 Banking & finance

 Present perfect simple/present perfect  Banking items and
Unit 7  Loan agreement  Pronunciation of
continuous documents
‘Bank accounts’  Check numbers
 Time adverbs  Facts & figures
 Statement of account

 Franchising
Module 3 Unit 8  International & e-commerce  Past perfect simple/past perfect  E-commerce vocabulary
 Some American
‘Spreading the  Terms and conditions statement continuous  Currencies
diphthongs
Finance franchise’  Invoices  Time adverbs

 The language of advertising

Unit 9  Marketing, advertising and sales  Conditional sentences (I)  Marketing; advertising
 Pitch range
‘A New Deal’  Power Point presentations  Conditional prepositions (I); ‘if clauses’ campaigns
 Price boards & offers

 Electronic bookings  Acronyms, flights,

Unit 10  Conditional sentences (II)
 Documents (I): travel itineraries destinations…  Spelling on the
‘Electronic  Conditional prepositions (II);
and confirmations; hotel  Booking a ticket… phone
Ticketing’  Inversion of subject and verb
electronic guest slips

Module 4
 Documents (II):
Unit 11  Relative clauses  Sounds and
 VISAS, passports…  Foreign entry requirements
Business ‘Customs’  Compound relative pronouns spellings
Class

 Airport life  Travel tips airline

Unit 12  Indirect speech  Fillers; doubt &
 Boarding pass regulations
‘Airport Life’  Backshift hesitation
 Leasing/renting  Airport organization
 Module 1:
Job Relations

1
UNIT 1: ‘INTRODUCTIONS’

1.1. GETTING STARTED!

1.1.1. Dialogue
Julie: Good morning. Mr. Lalie, aren’t you? I'm Ms Mackerel, the Sales Manager. You
just caught me tidying up my desk. I was late this morning. I often come to my office
at 8:30 but today... Nice to meet you, Mr. Lalie.
Thomas: Nice to meet you, Ms Mackerel. Should I come later?
Julie: No, just excuse me for such a mess.
Thomas: I come on behalf of the New Times. I called to arrange an interview. I want
to gather some information for the New Times business magazine about your brand-
new product.
Julie: Sure, please take a seat.
Thomas: Thank you.
Julie: It's true. We are investing a lot of time on our campaign. We are really excited
about it, because I think we can crash the city's market for the first time. If it goes ok,
it won't be the last.
Thomas: I know. I read in the press that business is booming here.
Julie: Ha, ha... that's only the beginning Mr. Lalie. We are on the way to making
history. The thing is that we usually work with the same partners. Do you know what?
Widening our range of intervention has been our greatest success.
Thomas: Do you mean your last agreements with Chinese and Japanese companies?
Julie: Very witty, indeed. Yes, they are working very well. We always deliver on every
compromise we give, and I expect to be their best partner by the end of this term.
Thomas: I see… markets are growing so fast! I think it’s quite enough for me, and I
don’t want to take more time from you. Thank you very much.

Cultural Tip!

Offer a firm handshake, lasting 3-5 seconds, upon greeting and leaving. Maintain good eye
contact during your handshake. If you are meeting several people at once, maintain eye
contact with the person you are shaking hands with, until you move on to the next person.

3
 1.1.2. READING COMPREHENSION

►Decide if the following statements are true or false. (T) (F)

1. Thomas Lalie is introducing the sales manager.

2. Julie is responsible for new product development.
3. Thomas is interested in investing in the new product.
4. The new campaign has a limited market.
5. Ms Makerel’s company is having great success now.
6. European investors are involved in the new campaign.
7. Thomas Lalie is writing an article for the New Times.

1.1.3. READING COMPREHENSION

►Read the following newspaper article written by Thomas Lalie and choose
the right answer:

LAUNCHING A NEW PRODUCT

The production and launch of a new product is basically a matter of

forecasting future market development. It is important to set up a full
marketing campaign, including e-mails and phone calls. Of course, it’s
necessary to create a campaign activity for the event itself, by collecting
contact details from people who are interested in learning more about the
product; future investors or customers, for example.

Julie Mackerel has over twenty years experience in various marketing roles
with North Sea Inc... Her job as Sales Manager is to establish and implement
marketing strategies and to oversee all activities relevant to developing and
maximizing the company's image, presence and market knowledge (…)

4
 1. When launching a new product, it is important…
a) to predict and examine the existing market.
b) to be in contact with future customers.
c) both of them.
2. Julie Mackerel is in charge of…
a) advertising and sales promotions.
b) the production processes
c) selling products

3. According to the dialogue, Thomas Lalie wants…

a) to invest in Ms Mackerel’s company
b) to be involved in the new campaign
c) to know more about the product

1.2. GRAMMAR REVIEW

THE PRESENT TENSE

Form Examples Uses

− I always go to work in − Habitual situations,

the mornings. routines

− The world of finance is − Universal truths

unpredictable.
SIMPLE
− The euro enters Spain − Historical events
Verb + [ -s ] Third person
in 2002.
singular
− The company organizes − Permanent or long-term
training courses. situations

− Investments help raise − In newspaper headlines

money.

− I’m just copying that on

− Progressive situations
CONTINUOUS my pad now.
To be + verb+ -ing − My boss is always − Frequently repeated
bothering me situations

5
Contrasted view:

Example Shifts of meaning

− ‘I feel very happy in my new position’ − I feel happy everyday

− ‘I’m feeling very happy in my new − I’m feeling happy just now
position’
− ‘He always pays the bill’ − He pays the bill (always and at any time)
− ‘He is always paying the bill’ − He pays the bill (lately but not before)

1.3. SKILLS PRACTICE

► Fill in the gaps with the words given.

term campaign

launch brand-new

goods investors

1. Citigroup announces the ____________ of an $80 million structured facility to

support Trade Bank of Kuwait.

2. Here you can find all the information about the ______________ products we have

to offer you.

3. Ms Mackerel raised nearly $40 million in _______________ money.

4. There is 10% discount on all household______________ until the end of the month.

EXERCISE

► Read the following presentation of the management team of North Sea Inc.

The company is run by a Board of Directors. Each director is in charge of a

department. However, the President of the Board (or Chairman in the UK) is in
overall control. The Managing Director, or Chief Executive Officer (CEO), is the head
of the company.

6
 Most companies have Finance, Marketing, Sales (part of the Marketing department),
Production, Research and Development (R & D) and Personnel departments. These
are the most common departments, but other companies have other departments
as well.

PRESIDENT (US)
OR
CHAIRMAN (UK)

MANAGING
DIRECTOR

MARKETING FINANCE HUMAN RESEARCH

DEPARTAMENTS PRODUCTION RESOURCES AND
DEVELOPMENT

PRODUCTION MARKETING FINANCIAL ACCOUNTING PERSONNEL

POSITIONS MANAGER
DIRECTOR MANAGEMENT

SALES MARKET
SECTIONS RESEARCH ADVERTISING
AND
PROMOTIONS

EXERCISE

► Have a look at the business cards and match the following positions with the
corresponding function in the company. Put the right name next to the sentences.

1. My job is to test and find new products.

2. I have general responsibility for the whole company.
3. I’m responsible for all the products the company sells.
4. I’m in charge of looking after the company’s money.
5. My job is to prepare the balance sheets and manage the books.
6. I file papers, type letters and make appointments for my boss.

YM HUDSON YOSHI TANAKA ALICE WEBBER

CHIEF ACCOUNTANT FINANCE DIRECTOR SECRETARY

CATHERINE SCOTT
SCARLETT BARBOT JOHN CHOPRA
DIRECTOR OF RESEARCH AND
PRODUCTION MANAGER PRESIDENT
DEVELOPMENT

7
 Business Tip!

The exchanging of business cards is an informal affair in the US, and as such, demands
no clear ritual. Americans regard business cards as a resource for future information.

EXERCISE

► Ms Mackerel is talking to Thomas Lalie about her experiences as a Sales

Manager. Complete the text below using verbs from the box in present
simple or continuous.

To be in charge of
To work
To mean

I _________ for North Sea Inc., a large-sized company that manufactures and sells
products related to fish industry. I am the sales manager at the company. This __________
I ________________ advertising, sales promotions and launching new products.

REMEMBER

The normal position of frequency adverbs (always, usually, sometimes, rarely,

hardly ever, etc) is between the subject and the verb: I hardly ever travel
abroad.

However, the verb “to be” takes the adverb afterwards:

Ms Mackerel is often in the office at 8:30 am.

8
 1.4. PHONETICS LAB

► The third person singular endings in English

ENDINGS PRONUNCIATION

/z/after voiced sounds (all vowels and voiced

He/ she/it plays, learns, sees…
consonants)

/s/ after voiceless sounds (voiceless consonants

He/she/ it talks, stops, eats…
except /s/, /sh/ and /ch/)

He/ she/ it catches, kisses, pushes… /ɪz/ with verbs ending in /s/, /sh/, /ch/, /z/, /j/

EXERCISE

► Listen to the following sentences and write the third person singular form in
the corresponding part of the table:

1. Thomas Lalie works for a newspaper.

2. Technology continues to change the way small businesses operate.
3. I’m delighted with my new job; my office faces the Park Avenue.
4. The meeting starts at 8:00 am with the technical presentation of the new product.
5. Ms Goujons does a great deal of work in the company.

/z/ /s/ /ɪz/

9
1.5. BREAK TIME!

► Take a look at the following definitions and find the words in the
crossword.

1. (v) To predict what you expect to happen in the future based on the information
you have now.
2. (n) A series of businesses intended to achieve a particular aim.
3. (n) An organization which produces or sells goods or services in order to make a
profit.
4. (n) A system of organization in which people or things are arranged according
to their level of importance.
5. (n) Period of sudden economic growth in business activity.

H V A R C H U E L
F I T I A L Y H E
D P E D M R F N R
X Q R R P J S B H
C O M P A N Y G A
Z W O M I R I G P
O U O Y G O C F A
D N B V N O A H M
F O R E C A S T Y

10
UNIT 2: ‘FILLING A VACANCY’

2.1. GETTING STARTED!

2.1.1. Dialogue

Ms Goujons: Good morning, Ms Jellyfish. Take a seat, please.

Ms Jellyfish: Thank you.
Ms Goujons: How come you sent us your résumé, if we weren’t offering a
vacancy?
Ms Jellyfish: Somehow, I knew you could need the services of a new
Marketing Manager. That would offer me the opportunity to extend my skills in
this area.
Ms Goujons: What do you mean, Ms Jellyfish?
Ms Jellyfish: Well, I made my own inquiries last week. I mean, confidential
inquiries about North Sea Inc. and its brand-new campaign. I found out they
were bringing out and displaying a new product.
Ms Goujons: Umm, What specific strengths and weaknesses do you lend to
this position, Ms Jellyfish? You should know we appraise our staff every year.
Ms Jellyfish: I consider myself reliable, self-confident and dynamic. I can
assure you, Ms Goujons, people trust me and come to me for advice. Perhaps
my greatest weakness would be the lack of experience in this area but I’m
eager to learn.
Ms Goujons: Why do you want to work for Prawny World and no other?
Ms Jellyfish: Well, after following the progress of some companies for the last
months, I am convinced that Prawny World may expand its activities in a few
weeks.
Ms Goujons: I see. When do you want to begin, Ms Jellyfish?
Ms Jellyfish: Did I hear tomorrow?
Ms Goujons: It’s settled then.

11
 Business Tip!

The term ‘résumé’ is used in the USA instead of CV. In short, the résumé is an
American-style CV, which details the most recent job first and highlights the main
aspects of your career. It is less structured, written in a narrative style, and definitely
more brief than a CV. It is also more subjective.

2.1.2. READING COMPREHENSION

► Read the dialogue above and say if the statements are true or false.

1. Ms Jellyfish saw the advertisement in a newspaper.

2. She snitched the information from somebody else.
3. She found the advertisement in the job office.

2.1.3. READING COMPREHENSION

► Listen to Codda Goujons, Human Resource manager, talking about her

main tasks in Prawny World. Then say if the sentences are true or false.

‘I worked for three years in other companies, but through a friend last year I
began to work for Prawny World because I wanted to form part of a competitive
market.

Recruitment is one of my main responsibilities. I must say that business has really
taken off at our company, so take on more staff every day.

In a typical day, I manage my team and their workloads, produce target lists of
people to approach, and determine the appropriate person for the position I am
trying to fill. I talk to potential candidates and explain the characteristics of the
vacancy to them. I also write adverts and liaise with candidates and clients about
interview arrangements, employment offers and salary negotiations.

12
 We advertise internally and externally and wait for résumés in the company. Then,
we look over all the résumés and draw up a shortlist of candidates for interviews.
When we have selected the right candidate we look into their background and
check their references. If no problems turn up we offer them the job.

If they would like to take up the offer we negotiate payment and conditions, and
sign in a contract. If they turn down the offer, we call our second choice
candidate.’

1. One of the main tasks in the area of Human Resources is:

2. Prawny World does not need any more staff.

3. When selecting candidates, the normal procedure is to post an ad

explaining the responsibilities and prerequisites of the job.

Business Tip!

Be careful with illegal questions during interviews in USA. It is very important to

examine the intention behind questions in a personal interview. For instance, if the
interviewer asks, ‘How old are you?’ or ‘Do you drink?’ you’ve been asked illegal
questions.

2.2. GRAMMAR REVIEW

THE PAST TENSE

Form Examples Uses
− Last year, I worked for the American
− Finished actions in the past.
Shipping Company.
SIMPLE − The manager arrived from the airport,
-Events which take place one
Verb+-ed or irregular form checked into the hotel and went into
after another in the past.
the room.
− He always carried an umbrella. − Past habit.
− At 8:00 this morning, I was having
− Progressive actions in the past
breakfast.
CONTINUOUS
− For two(or more) events in
Was/were+ verb +-ing − I was having dinner while he was
progress at the same time in
driving home.
the past.

13
 − When I was working in Prawny World
USED TO − Actions, states and habits in
I used to send faxes.
the past.
− I used to drive to work, but I take the
Used to+ infinitive
bus now.

Contrasted view:

Example Shifts of meaning

‘I walked home after the interview yesterday − Complete action; this is a finished period of
morning’. time.

‘I was walking home when I met Thomas’. − Incomplete action; the action in the past
continuous started before the action in the
simple past and probably continued after it
‘When the phone rang, Ms Goujons was − Ms Goujons had already started the meeting
attending the meeting’.
− The phone rang and then Ms Goujons
‘When the phone rang, Ms Goujons started the meeting.
attended the meeting’.
‘I was used to getting up early’. − I am accustomed to doing something.

‘I soon got used to getting up early’ . − I became accustomed to doing something.

REMEMBER

When a verb of one syllable has one vowel and ends in a single consonant, this
consonant is double before –ed: Admit-admitted, Stop- stopped.

Verbs ending in “y” following a consonant change the ‘y’ into ‘i’ before adding –ed:
Try-tried, Carry-carried.

But a ‘y’ following a vowel does not change: Obey-obeyed.

14
 2.3. SKILLS PRACTICE

EXERCISE

► Fill in the following job advertisement with the words given below

Degree Candidate

Competitive Skills

Dynamic Resources

Experienced Résumé

PRAWNY WORLD

Be an important part of our winning team! We are presently seeking ___________sales

people who are ___________ and professional. Candidates will execute overall marketing

strategy, work with key accounts. A Marketing _________ is required. Qualified

_____________ must have 2+ years of experience dealing with this kind of market and

possess strong project management ___________.

We offer_____________ compensation and a comprehensive benefits package.

Please send confidential _________ with sales history to:

Ms Codda Goujons, Human ____________

PW (US) Inc.

25 West 31st St., New York, N.Y. 20010

15
 Business Tip!

In a résumé you generally do not list your references unless it is specified in the job
advert. The phrase 'References available upon request' is one of the most common
phrases in resumes. Only in case you are sure they are reliable references, a good
reference can substantiate the contents of your resume and can be the decisive factor
in you job hunt.

EXERCISE

► Fill in the gaps using the following verbs; put them in the correct past
tense (simple or continuous)

To turn down To bring out

To display To draw up
To travel To liaise
To expand To raise

a) When the company___________ they_______ just________ a new, smaller

computer.

b) My family wanted my son ______________ with religious values.

c) Our head office ___________ with most of our clients.

d) At 9:00 in the morning, the Human Resources manager _______________ a

list of candidates to interview.

e) They offered her the job but she___________ it __________.

f) While he _____________ abroad, the company _____________ the new

prototype for communication.

16
 EXERCISE

► Read some parts of Christine’s covering letter and select the correct
answer.

From 1991 to 1996, I attended the University of Hudson and [earns/was

earning/earned] my Bachelor’s degree in Business Administration. When I was at
the University, I used to work as a secretary in a small firm. From then, my career
[began/was beginning/were beginning] to [take on/take off/turn up]. I
worked as an Account Manager which involved the managerial responsibility of a
team of 7 distributors and administrators during my two years with Global Career
Inc..

I would appreciate the opportunity to meet with you to [argue/discuss/speak]

my application. I look forward to hearing from you soon.
Yours sincerely

Christine Jellyfish

2.4. PHONETICS LAB

Endings Pronunciation

He/ she/it praised, arranged, /d/after voiced sounds (all vowels and
lived, raised… voiced consonants)

He/she/ it finished, hoped, /t/ after voiceless sounds (voiceless

typed… consonants )
He/ she/ it added, founded,
/ɪd/ with verbs ending in /d/ or /t/
parted, mended…

17
 EXERCISE

► Find a way from Start to Finish. You may pass a square only if the verb in

it is pronounced with a /t/ or /d/. You can move horizontally ( ) or

vertically ( ) only.

START
faxed ended spitted parted rutted
played allowed divided rested mended
wanted rubbed laughed watched raided
painted added fitted washed begged
FINISH

2.5. BREAK TIME!

► Try to guess the new words learnt along the unit reading the following
definitions. Then, fill in the crosswords using those words. The first letter
is done for you. Good luck!

1. A written document that lists your work experience, skills, and educational

background. It is used as a marketing tool for job seekers.

2. Request for information.

3. A person who is careful and well considered.

4. A job that no one is doing and is therefore available for someone new to

do.

5. Your family and your experience of education, living conditions, wealth,

etc.

18
 3 2

5
1

19
UNIT 3: ‘EMERGING COMPANIES’

3.1. GETTING STARTED!

3.1.1. Dialogue

Secretary: Good morning ladies and gentlemen, and welcome to our annual
general meeting. Let me first introduce you to Mr. Thomas Lalie, who kindly
agreed to be with us today. Our first shareholder, Mr. William Haddock, will
chair today’s meeting.
William Haddock: Good morning dear partners. The first issue of the day is
my concern regarding the lastest reports from the Human Resources
department. The thing with our staff is…they all think they are going to be
fired, don’t they?
Secretary: Ms Codda Goujons, please. Could you comment on that?
Codda Goujons: I certainly do not agree with Mr. Haddock. There are
rumours, it’s true, but they are not afraid of losing their jobs. On the
contrary, they are quite concerned about maintaining their social benefits
within our company.
William Haddock: That is not what I read in the newspapers this morning.
Can we hear from Mr Lalie on that?
Thomas Lalie: Thanks Mr Haddock. I see your point Ms Goujons, and yours
too, Mr Haddock. However, the public opinion is worried about the future of
the company. Some sectors think that this merger between North Sea Inc
and Prawny World will eventually result in a hostile bid against the third giant
of the industry, Leviathan & Co.
Codda Goujons: They are crazy! That is not likely to happen. Workers are
worried about…
William Haddock: We are not here to disapprove anyone’s opinions Ms
Goujons. If you don’t mind Mr Lalie…
Thomas Lalie: Thanks. It is quite obvious. After the merger of the two
companies, the shares of Leviathan & Co will hit unknown records. The same
thing has happened before in other firms. It is the time to make a move, so
your staff will know about their future in the company.

21
 Business Tip!

In English speaking countries, just before a formal meeting starts, it is customary to

follow these procedures:

1. Agenda; reading a summary of the matters to be dealt with.

2. Apologies; mentioning aloud people who may be absent

− -Which of the two did the secretary forget?

3.1.2. READING COMPREHENSION

TRUE FALSE
William Haddock is the person who
has the majority of shares.
William Haddock is someone who
wants to buy the company.
William Haddock thinks that the
company’s staff is scared.
The problem with Mr Haddock’s
company is that it is in a state of
uncertainty.
The problem with Mr Haddock’s
company is the hostile bid against
them.
Prawny World and North Sea Inc
are now fused into a single
company.

22
 3.1.3. READING COMPREHENSION

►Read this News article.

‘Prawny World’ Shakes the Market

Starting today, the fish industry has a new giant operating in the country.
William Haddock, owner of the company after acquiring the majority of shares
last month, agreed to merger with North Sea Inc, their main competitor.

Analysts say this is the time for Leviathan & Co to think of a new strategy,
now that it is sure that a hostile bid will be declared shortly. In any case,
workers of both companies are going to initiate conversations with their
respective unions, in order to maintain something which is impossible now;
their social benefits.

Business Tip!

The history of a company is usually related to the person who founded it, especially
in the United States. This is linked with the idea of the ‘self-made man’, which
Americans still remember from their ancestors. It is about building up your own
future, using only your own effort and hard work, until you grow proficient and
recognized in your society.

There are many famous Americans who may be used as examples of this, who have
also founded their own companies, like Bill Gates for example.

− Can you think of any other?

23
 3.2. GRAMMAR REVIEW

THE FUTURE TENSE

Form Examples Uses

− I think it will be rainy − Predictions about the

tomorrow future (improbable)
Will + [infinitive]

− I will have ice-cream then − Sudden decisions

− -She is going to have lunch

with the manager
− General future actions
Be Going to + [infinitive]
(very probable)
− Today’s meeting is going to
be very tough
− General future actions
− I am meeting her secretary
(confirmed formally; you
on Tuesday at 3:15
already have the tickets
Be + [gerund]
for the show, an
− We are joining a new
appointment has been
department in April
scheduled…)

Contrasted view:

Example Shifts of meaning

− It is not sure yet.

‘She will meet John at 6 pm’ − It is only a prediction.
− It is uncertain.
− She has the intention of doing it.
‘She is going to meet John at 6 pm’ − It is very probable.
− There is some certainty.
− The arrangement has been formally made.
‘She is meeting John at 6 pm’
− There is total certainty.

24
 3.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given

partners hostile bid

shareholders meeting

shares merger

We will be forced to postpone the _______________, because our partners want

some more time before making a choice. This is good for the company, because as

long as this uncertainty lasts, the price of our _______________ will continue to go

up. This is good news too, because it means that production is running fast. Our

_______________ will be glad to hear that too. Once we activate our

_______________ plan, our _______________ will have no other choice than the

_______________ with us.

EXERCISE

► Fill in the gaps using the following verbs; put them in the correct future
tense

To fire To be put off

To disapprove To chair
To agree To meet

a) Ms Codda Goujons _______________ next Monday’s staff meeting.

b) If the conditions proposed are unsatisfactory, I _______________ to present a

new motion.

c) It is for sure now that our sales manager _______________.

25
d) She is very excited because she _______________ the staff manager today.

e) It is quite probable that that Mr. Haddock _______________ those actions.

f) Because of an unexpected flight to Florida, the meeting _______________

until next Friday.

EXERCISE

► Select the correct answer

The Story of Prawny World

Prawny World is one of those industries which has a place in a city’s history. With a
starting rate of one hundred and twenty [employs / employers / employees],
they initiated business in 1998. In only five years, they have made more money
than any of its competitors. Its future could not be more promising.

Now they have bought North Sea Inc.. Analysts agree that their next move [will /
is going to / is] be to target the last competitor, Leviathan & Co... Everyone
[agrees / agree / doesn’t agree] that the procedure will be a hostile bid, now
that they have more economic power. This would have devastating effects in the
market, because they would have the monopoly of the sector. This is why the
president of the Consumers’ Association [will / will not / is going to] receive
the unions this evening for a preliminary interview. ‘We will not accept Prawny
World’s eventual monopoly over the fish industry’, Gerry Marshall said.

To prevent a probable state of crisis, the government will also start to position its
legal blockades. ‘Our priority is to protect both consumers and workers’, a
government’s spokesman said.

26
3.4. PHONETICS LAB

► ‘PROMINENCE’

Stress and intonation are very important in English. As opposed to other

languages, we can convey different messages by shifting our intonation. This
affects also our degree of politeness when we are in front of other people. In the
following exercises, we will try to convey different meanings by giving ‘prominence’
to certain syllables.

Focus of Prominence Shift in meaning

− What’s important in this sentence is the person

She is meeting the staff who is carrying the action
manager today
‘Look who’s meeting the staff manager!!!’
− In this sentence we mean that the meeting is
She is meeting the staff taking place at that precise moment
manager today
‘The meeting is taking place right now!’
− If we give prominence to the main verb in a
sentence we mean that the action itself is the
She is meeting the staff most important fact.
manager today
‘It’s incredible that she will have the chance to
meet the staff manager’.
− The article gives a higher degree of importance
She is meeting the staff to the following object.
manager today
‘The staff manager and no other’
− In this example we imply that there are many
other managers, so we want to make clear
She is meeting the staff which of them she is meeting.
manager today
‘Among all others, she is meeting the staff
manager’.

27
 − The position of the person is stressed here.
She is meeting the staff
manager today ‘She is meeting the staff manager, not the staff
assistance or the secretary’.
− In this sentence, what’s really important is the
She is meeting the staff date when it take place.
manager today
‘Hurry up! The meeting is today!’

EXERCISE

► Match the sentences on the left with sentences which may convey the
same meaning. The underlined words mark the prominence of the
sentence.

Will the meeting take place At last we are going to have a

1) a)
here finally? meeting

Will the meeting take place This is the best place to

2) b)
here finally? celebrate a convention like this

Managers just don’t get it!

Will the meeting take place There’s a difference between
3) c)
here finally? organizing and enjoying a
convention

Will the meeting take place That will be the most

4) d)
here finally? important meeting of the year!

Will the meeting take place I hate these kinds of

5) e)
here finally? conventions

28
 3.5. BREAK TIME!

1-one person associated to another;

1 2
member of a team, colleague
3 2-section, part of a building or
organization; section of the U.S.

4 government
3-group of people who own monetary
5
participation of a company
4-act of buying or exchanging goods or
7 money
5-to dismiss someone from his/her job
6-the result of a fusion between two
companies
8 6
7-encounter, reunion between two or
more people
8-group of employees of a company

29
 Module 2:
Administrative English

31
UNIT 4: ‘NEGOTIATING BY PHONE’

4.1. GETTING STARTED!

4.1.1. Dialogue

Secretary: Good morning, Prawny World, Jane speaking. How can I help
you?
Thomas Lalie: Good morning. This is Thomas Lalie from The New Times.
May I speak to Mr. Haddock, please?
Secretary: Just a moment. I’m sorry, I can’t put you through. He must be
busy now. Would you like to leave a message?
Thomas Lalie: Yes, please. Could you ask Mr. Haddock to call me back as
soon as he’s available? It’s very urgent.
Secretary: Ok, Mr. Lalie. I’ll make sure he gets your message.
Thomas Lalie: Thank you. Goodbye
Secretary: Goodbye sir.

(A few hours later)

Secretary: Good afternoon, The New Times, Louise speaking. May I help
you?
William Haddock: William Haddock from Prawny World speaking. Could I
speak to Mr. Lalie, please?
Secretary: Can you hold on a moment, please? I’ll put you through.
William Haddock: Thank you very much.
Thomas Lalie: Good afternoon, Mr. Haddock.
William Haddock: Good afternoon, Mr. Lalie. Sorry to keep you waiting. My
secretary told me you wanted to discuss with me an urgent matter. Can you
tell me what it is about?
Thomas Lalie: Bad news, I’m afraid. A few days ago it came to my attention
that the company was involved in a dubious affair. I thought I ought to let
you know immediately.

33
 William Haddock: Dubious affair? That can’t be true. What are you talking
about, Mr Lalie?
Thomas Lalie: Well, I must say that it’s suspected that the company is
involved in bribery.
William Haddock: I can’t believe it!
Thomas Lalie: I just read it in the news this morning. It's incredible. The
public opinion could see our company as a threat to stability in the economy
of the region.
William Haddock: Rubbish!
Thomas Lalie: After everything that has happened... You know, the virus
thing. People are worried.
William Haddock: Now they call it a virus... I know what you are talking
about, and it really makes my day Thomas.
Thomas Lalie: The virus is affecting everyone. Christine told me that...
William Haddock: Affecting everyone, you say? My father knows how to
handle these kinds of insurrections. But this time, I will deal with that straight
forward.
Thomas Lalie: Do you have a solution for the virus then?
William Haddock: I'm putting everyone in his place, that's what I mean. If
you will excuse me, I have an important phone call to make.
Thomas Lalie: Sure! Thanks for your attention sir.

Business Tip!

In the US phone numbers are divided by a dash, like in 889-7540. We say phone
numbers digit by digit and pronounce them in three groups of numbers.

‘0’ is pronounced zero in the US.

eight eight nine/seven five/four zero

34
 4.1.2. READING COMPREHENSION

► Read the dialogues above and decide if the following sentences are true
or false.

1. He suggested that he had found the person responsible for creating the virus.
2. It seemed that he was referring to something else, having nothing to do with the
virus.
3. He was very angry because the virus is causing a lot of problems in the company.

4.1.3. READING COMPREHENSION

► Read the following dialogue in which Mr. Haddock and Ms Goujons are
trying to reach an agreement and decide if the statements are true or
false.

(A few days later)

William Haddock: For God’s sake!! What the hell is going on Ms Goujons? It’s
about the rumor of corruption in the company. I’d like to know more about it.
Codda Goujons: To begin with, I think we should hire new qualified people to
work in the Finance department. This could give a new image to the company.
William Haddock: Why would you do that? I don't think there's only one
person solely responsible for that. We can discuss other alternatives.
Codda Goujons: Well, local newspapers point out that it is not simply a matter
of a few ‘bad apples’, but rather the involvement of the entire financial
department.
William Haddock: I can’t agree with you. From my point of view, we shouldn’t
hire anymore people to fill this position.
Codda Goujons: What’s wrong with hiring new staff?

35
 William Haddock: When the merger with North Sea Inc. took place, the
Financial Director bargained over everything. I knew the prices were fixed, but
he haggled until the company reduced them.
Codda Goujons: But employees who steal must be dismissed. So, the
Financial Director has to be temporarily suspended.
William Haddock: Ms Goujons, it would be great if we could come to a
consensus by 8:00 p.m. I don’t want to argue with you, but I’m afraid your
demand won’t go far. I must decline it.
Codda Goujons: Sorry Mr. Haddock, but I can’t agree with you. The bottom
line is that we need drastic economic measures in this department.
William Haddock: Well, we’ll have to consult with our colleagues back in the
office. We’d like to get back to you on it. Once again, Ms Goujons, our talks
have ended in deadlock.
Codda Goujons: Mr. Haddock, I’m sure we’ll be able to solve our differences in
the future.

1. The financial department is responsible for everything that has happened.

2. William Haddock knew about the rumors of corruption before Thomas had told him.
3. William Haddock thinks that the financial director is stealing money, and thus must be
dismissed.
4. Codda Goujons believes that Mr Haddock’s administration has gone too far.
5. Their conversation ended in deadlock, which means that an agreement would be
reached in the future.

36
 4.2. GRAMMAR REVIEW

THE MODALS VERBS

Form Examples Uses

I must finish the report today. − Obligation

Must/have to
I have to get up early
tomorrow. − Mild obligation or advice
You shouldn’t talk loudly on the
Should/shouldn’t, ought
phone. − Lack of obligation
to
You don’t have to/needn’t
Don’t have to/ needn’t
arrive to the office earlier.
You mustn’t smoke in − Prohibition
Mustn’t
workplaces.
May, can May I borrow your laptop? − Permission
You can park over there.
Might, could, was/were Could I speak to Mr. Lalie, − Permission (more polite)
allowed to please?
He may be in his office today. − Possibility
The phone’s ringing. It
May/might, can/could
might/could be Steve.
A solution can be found.
I can/could/am/was able to − Ability
Can/could, be able to speak a lot of foreign
languages.
He’s been working all day, he − Deduction and assumption
must be tired.
Must, have, will, should,
The meeting should have
ought to, might, can
finished by the end of the
morning.
Shall I open the door for you? − Offer
Shall Shall we go to the movies − Suggestion
tonight?
Can you send this email, − Request
please?
Can/could
Could you wait a minute,
please?

37
Contrasted view:

Example Shifts of meaning

‘I must finish the report today’ − I would like to start working on the new
report tomorrow. I consider it to be
important.
‘I have to attend the meeting’ − The boss has asked me to attend the
meeting. The obligation is imposed from
outside.
‘You mustn’t tell her’ − Don’t tell her.
‘You don’t have to tell her’ − You can tell her if you want to, but it isn’t
necessary.
‘This isn’t The New Times. You must have − I’m certain about it.
the wrong number’
‘Mr. Haddock hasn’t come to work today. He − It’s possible.
might be ill’
‘This cell phone is too new. It can’t be mine’ − It’s impossible.

4.3. SKILLS PRACTICE

► Fill in the gaps with the words given.

disputes alternative
bargain haggle
parties win-win
negotiation interests

____________ is the process where interested ____________ resolve _______________,

agree upon courses of action, ________________ for individual or collective advantage, and

attempt to craft outcomes which serve their mutual ____________. In a successful

negotiation, no one should feel they have lost. For example, if you have to _____________

over a price, you must look into the possibility of any other _______________, that is, you

should reach a ______________ solution.

If both sides make concessions, you can work towards a compromise.

38
 EXERCISE

► Do you know the following telephone formulae?

1. I’ll give you a call later.

2. Mr. Haddock, please.
3. Hold on, please.
4. I’ll put you through.
5. The line is busy.
6. May I know who’s calling please?
7. This is Thomas Lalie.
8. So long.

EXERCISE

► Match the expressions which have similar meanings to the above. The
first one is done for you.

a) Wait a moment, please.

b) I’ll call you back later.
c) Lalie speaking.
d) I’ll connect you.
e) May I speak to Mr. Haddock, please?
f) What’s your name, please?
g) Bye, bye.
h) The line is engaged.

1. B

39
 EXERCISE

► Choose the right modals in the following sentences:

a) I could/have to/should sleep till late tomorrow morning because I

mustn’t/must/don’t have to work.
b) I’m afraid she’s not available right now. May/shall/can you hold the line,
please?

c) The work shouldn’t/mustn’t/has to be done before tomorrow.

d) She couldn’t/wasn’t be able to/might have phoned him. She doesn’t have a
phone!

e) Melanie might/can’t/must be in her office. I saw her go home an hour ago.

f) You don’t have to/must/mustn’t take that much cash with you on your trip.
Your credit card is accepted everywhere.

g) It's pretty cloudy. It might/can/can’t rain in an hour or so.

h) I went to the bank at six o’clock and it was closed. I had to/should/must
have gone earlier.

Business Tip!

Generally, there is one negotiation leader who has the authority to make
decisions. Team negotiations are rare. Americans may begin negotiations
with unacceptable conditions or demands. They are usually taking a starting
position that gives them room to bargain.

The goal of most negotiations in the United States is to arrive at a signed

contract. Long-term relationships and benefits may not be the main
objective. The immediate deal may be the only important issue.

40
 4.4. PHONETICS LAB

► Syllable stress

When a word has more than one syllable, one is more prominent than the others.
When this happens, we say that the syllable has a stress, or that it is stressed. We
can show stress with circles. Each circle stands for a syllable and the bigger circle
shows which syllable has the stress. Look at the following table:

Oo oO Ooo oOo ooO

thirty midday holiday October afternoon
morning thirteen Saturday tomorrow twenty-two

EXERCISE

► Listen to the following words and write them in the correct column,
according to their stress pattern.

November seventy seventeen

seven July

Oo oO Ooo oOo ooO

41
 4.5. BREAK TIME!

1 HORIZONTALS
1.‘One moment and I’ll _________
1 3
you________’
2. To communicate with someone by
telephone.
2 3. Negotiations ended in ________
4. To discuss the conditions of an
agreement.

VERTICALS
3 2 1. She’s _______ now. Can you phone
later?
2. A generally accepted decision or
4
opinion among a group of people.
3. _________ the line, please.

42
UNIT 5: ‘RELOCATION’

5.1. GETTING STARTED!

5.1.1. Dialogue

Ms Goujons: Good Afternoon. May I come in for a second?

Ms Jellyfish: Sure, but I should warn you that I’m very busy.
Ms Goujons: It’ll be just a second. We keep on receiving complaints from our
suppliers. Payments have been delayed too many times in the last months. We
should give a prompt answer to their demands, cos’ we may suffer new delays
this month.
Ms Jellyfish: How do you know we will be delayed again? I have been
informed that the financial department is dealing directly with our main
suppliers, and an agreement will be reached soon.
Ms Goujons: Christine, I simply cannot cope with my inbox folder being full of
complaints everyday, especially when they don’t belong to my department. My
staff is really unhappy about this.
Ms Jellyfish: You already have a secretary who can deal with that, don’t you?
Ms Goujons: I get all of those messages because her folder is often full. They
are automatically redirected to mine.
Ms Jellyfish: I can’t see why it is so difficult to handle your staff. We went
through this in our last briefing; you know that Mr. Haddock asked you to be
patient.
Ms Goujons: I can’t promise to calm down our staff under these
circumstances. Our partners must be heard, it’s their right! You could speak to
Mr. Haddock, he trusts you.
Ms Jellyfish: I assure you that I will do everything I can to solve this problem.
I will write an internal email to Mr. Haddock. I promise you will get an answer
before 3.00 p.m. today.
Ms Goujons: Thank you very much Christine.

43
 Business Tip!

Ms Goujons seems to be quite anxious in this conversation. Some of her sentences

are marked with exclamation marks, which do not mean that she is raising her voice;
she is only giving importance to her message.

Remember that boisterous behaviors are considered really impolite in the U.S., and
you should try to keep your loudness under control at all times. Refer to the
‘Phonetics Lab’ section for some tips on how to reinforce messages, while being polite
at the same time.

5.1.2. READING COMPREHENSION

► Are the following sentences true or false?

1. According to Codda Goujons, the customer service department is the
department most affected by the complaints.
2. According to Codda, the financial department is the one complaining
most.
3. The companies are complaining because of Ms Goujons’ inefficiency.
4. Ms Goujons gets all the complaints by email.
5. Christine will answer Goujons thins afternoon.

44
 5.1.3. READING COMPREHENSION

► Christine Jellyfish takes measures to solve the problem. Read her email
and decide if the statements are true or false.

Subject: Confidential

Date: Monday, October 16, 2006

From: Ms Christine Jellyfish, <[email protected]>
To: Mr. William Haddock, <[email protected]>
Attachments: document1.txt

Dear William:

Regarding our last talk about handling our strategic delays in payments, I have found it
impossible to keep Codda Goujons in the first line of fire. It is crucial for us to have a
determined Customer Service director, supported by a strong Human Resources manager,
and she does not represent any of those roles at all. .She was elected for the job because of
her determination, not for her negotiating qualities.

For these reasons, I am proposing her immediate relocation within the company. Attached,
I am sending you a copy of the relocation form for your records, which will also be sent to
the H.R.D. right now.

I am looking forward to hearing from you again.

Kind regards,
Christine

1. William Haddock Hill reprehend her.

2. William Haddock will fire her.
3. William Haddock will assign her a new post.

45
 Business Tip!

There are many closing formulae for both letters and emails. You should remember
that Americans often invert the order of these formulae:

(BrE): Yours Faithfully, Yours Sincerely, Yours Respectfully…

(AmE): Faithfully Yours, Sincerely Yours, Respectfully Yours…

Thus, if you choose the American way, remember to always use a comma before the
name:
(BrE): Yours Faithfully William
(AmE): Faithfully Yours, William

5.2. GRAMMAR REVIEW

THE PASSIVE VOICE (I)

SUBJECT VERB OBJECT

(active)

William Haddock fired Marcus Octopus

SUBJECT ‘to Be’ + ‘by’ + AGENT

PARTICIPLE
(passive)

Marcus Octopus was fired by William Haddock

46
Contrasted view:

ACTIVE SENTENCE PASSIVE SENTENCE

A prompt answer should be given by our

Our company should give a prompt answer.
company.

These circumstances will delay us. We will be delayed by these circumstances.

I have been informed by the financial

The financial department has informed me.
department.

An agreement is being reached by our

Our negotiators are reaching an agreement.
negotiators.

The committee elects a new member on A new member is elected by the committee
Friday. on Friday.

5.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given

forward subject

folder snail mail

inbox delayed

bulk mail complaint

‘I really don’t mind if the payments are being _______________ deliberately. Those are the

manager’s orders, and we have to accept them as they are. If our clients start writing

_______________ forms, we can only do our best to support our company. On the other

hand, _______________ is being introduced as the new mass weapon; they make copies of

them, and _______________ on them again and again to put some pressure on others. I

got two in my _______________ the other day which were identical; they even had the

47
same name on them. I even told my secretary to create a new _______________, just to

keep that _______________ under control. These things didn’t happen in the past, when

_______________ was our everyday way of life…’

► This is an example of a formal letter.

Squids Today
68 Neptune’s Road
Sacramento, CA 65894
Tel: 916-895-5863

Prawny World
22 Kingprawn Ave
Sacramento, CA 34568

Dear Sir or Madam,

Invoice Number EC-245 – failure to proceed

We have been unable to deal with your finance department this month. Together with the
delays suffered in the last term, we doubt now whether you desire to keep on with our
commercial arrangements or not. We are currently giving you important benefits, which we
haven’t asked for in return yet. We only expect your honesty with your undertakings.

Should you choose to turn down our partnership, we should be the first in being notified.
Our finance department will be ready for your commands and new orders, as soon as you
formalize payments with us.

Please find enclosed a new copy of the invoice, updated with the pertinent modifications
that had to be made, due to the current situation.

We look forward to hearing from you again.

Truly yours,
Amanda Clamps

48
 Business Tip!

When we write a business letter it is very important to write an opening line to:

− Refer to a previous message.

− To state how you found about the addressee.

− To say why you are writing to the addressee.

Does the previous letter comply with any of these rules? Could you think of another
possibility without changing the meaning?

EXERCISE

► Write the following verbs in the correct passive form; remember to

respect the correct tense.

a) A big effort is being made (make) to try to control the fish industry these days.

b) Reports of suspicious movements among this sector _______________ (receive)

right now.

c) The stock market _______________ (control) by people who don’t care about

customers.

d) Fraudulent activities _______________ (detect) in Prawny World last month.

e) The future of the two companies _______________ (know) until the end of the

month, when they meet for a convention.

f) Mr. Haddock _______________ (investigate) twice last term for similar events.

49
EXERCISE

► Select the correct answer.

United States Postal Service

The United States government [is made / is making / is madding] a big

effort to power up the use of regular [mail / letters / cards] for business
purposes. The thing is that fraud [has been / is being / is been] increased to
18% in the past year, especially in the use of electronic mail. There are some
illegal organizations that [create / are created / are being created] fake
copies of electronic signatures. Changes [make / are made / has made] so
accurately, that users don’t notice them. That is why the use of snail mail [has
promoted / have been promoted / is promoted] by the government
everyday; ‘faster everyday, always secure’.

The term ‘snail mail’ [is invented / was invented / has been invented] in
the US when a differentiation between the two types of mails was [needing /
needful / necessary]. In formal environments, this term is preferably avoided,
and substituted by ‘ordinary mail’.

5.4. PHONETICS LAB

► INTONATION (I); FALLING TONES AND THEIR MEANING

Intonation is very important in English. Sometimes we are not aware of its

connotations. We can utter a sentence we think to be nice, but in fact, we may sound
aggressive. In this section we will deal with ‘falling intonation’, which means that we
start pronouncing a sentence in a high tone, and finish it in a much lower tone (as if
we were going down a hill). Take a look at the uses, and the meaning they convey:

50
 INTONATION (I); falling tones

Type of sentence Uses

− In a statement ending with a falling

Declarative
intonation we imply that we have
‘My email account has a storage
already finished speaking and we invite
capacity of 1Gb’
the other person to take their turn.
− A falling tone in a question indicates we
‘Wh’ Questions are merely requesting information from
‘What email provider do you have?’ the other person (most sentences in
English should end with a falling tone).
Imperatives & Requests − A falling intonation is typical of
‘Send it to me by email’ imperatives and requests. Imperatives
‘I want it on my desk by tomorrow, and requests pronounced with falling
please’ tones show cordiality.
− We use a falling tone in exclamations
Exclamative
especially in the final word/s. This gives
‘The server is down again!’
emphatic power to the sentence.

Question Tags & Yes/No

questions
− Questions pronounced with a falling tone
‘You sent that letter yesterday,
at the end usually imply that we already
didn’t you?’
know the answer.
‘Do you have an internet connection
at home?’

51
 5.5. BREAK TIME!

1 VERTICALS
3
1-public container in which mail is disposed for
2
delivery
1 2
2-(slang) ordinary mail delivered by a postman
4-main theme or matter of an email or letter
3
HORIZONTALS
1- junk mailing in the internet, often used
4
indiscriminately for commercial purposes
2-to add documents, images or other data to
5 4 another document, letter or email
3-(_mail) kind of commercial mail, designed to
distribute propaganda or promotions
4-to re-send or transmit mail, especially in the
internet context
5-sections of an email account to store different
kinds of messages

52
UNIT 6: ‘PAPERWORK’

6.1. GETTING STARTED!

61.1. Dialogue

Julie Mackerel: Is the report on Prawny World ready?

Alice: Yes, you may take a look.
Julie Mackerel: Good. Who will be attending the meeting from their side?
Alice: Haddock, Jellyfish and Goujons. And somebody from the press, maybe.
They want the meeting to be public.
Julie Mackerel: Broadcasted? Are you joking?
Alice: They will only be there to check that everything is crystal clear. I have
prepared another report for you on how to behave once in the meeting.
Julie Mackerel: That’s brilliant. Now that we know we are at war, how should
I address Haddock?
Alice: Be polite at all times, but don’t be frightened to show your demands.
You may interrupt if you need to, by saying ‘May I interrupt?’ or ‘Could you let
me finish that?’
Julie Mackerel: Who will be supporting our side?
Alice: I will handle the figures for you. Whenever you are in doubt, you may
pass the turn to me.
Julie Mackerel: What about Jellyfish? I have heard she is a strong and clever
woman.
Alice: She will talk a lot, we reckon. Here are some questions you may
formulate to her.
Julie Mackerel: ‘Can you give me an idea of?’, ‘What would your proposal
be?’, ‘Do you have anything to add to that?’ This sounds really posh.
Alice: We may change this, if you don’t like it.
Julie Mackerel: It’s fine. I just don’t want to seem old-fashioned.
Alice: You better get used to this kind of language.
Julie Mackerel: And you too! I fear a lot of paperwork will be needed these
days…

53
 Business Tip!

In the United States of America it is most appreciated if people are as honest as

possible. One’s opinion is very valuable, although it has to be uttered in the
proper way. Interruptions may occur from time to time:

− I beg your pardon; may I just say a word? (very formal)

− I am sorry to interrupt, but…(formal)
− If you don’t mind, I’ll come to that later… (formal)

Always remember that the individual is very important in the U.S., and that your
own opinions will have a high value if you know how to handle them.

6.1.2. READING COMPREHENSION

► Are the following statements true or false?

1. Alice will pass information about their company’s staff in the meeting.
2. Alice will pass information about their company’s numbers.
3. According to Alice, Julie should remain loyal to her principles when facing Haddock.
4. Julie thinks the sentences proposed are a bit nasty.

54
 5.

6.1.3. READING COMPREHENSION

► Read the report on Prawny World.

To: Julie Mackerel, managing director

From: Alice Webber, manager’s secretary
Date: October 23, 2006
Subject: ‘Prawny World offers fusion with Leviathan’
Priority: Confidential
Type: Survey
Attachments: none

1. Introduction. The aim of this report is to settle our positions before Prawny World
presents a formal offer to buy our company. All departments were consulted, and
fifty employees were surveyed for the creation of this report. The most relevant
information is collected below.

2. Advantages.

2.1. The financial department agrees that the merger would benefit our
shareholders, raising our share-price up to double its current value.

2.2. 45% of our shareholders would defend our interests.

2.3. Following consultation with the marketing department, an increment of

popularity among suppliers is guaranteed; our products would reach a larger
market.

3. Disadvantages.

3.1. 98% of the staff thinks there would be massive lay offs; on the contrary,
Human Resources thinks lays offs would rise only up to 60%.

3.2. 68% of the public consulted thinks Prawny World has a negative and corrupt
reputation.

3.3. Our corporate image would be absorbed by the bigger Prawny World; our
identity as a family business would be lost.

55
4. Conclusions. Prawny World hid a lot of information in the elaboration of this
report. However, their intentions appear to be very clear; to drive a hard bargain.
Proof of that is the clear disagreement between our financial department and our
company’s staff.

5. Recommendations. If the merger is rejected, our company should make a strong

effort to survive against such a powerful competitor. A new marketing strategy is
advised. We will be unable to fight against a bigger company, unless our traditional
methods are improved. On the other hand, our trade routes will also be
compromised.

6.2. GRAMMAR REVIEW

THE PASSIVE VOICE (II)

Agent Omission Rules

Rules Examples

‘An article about Prawny World was

1. When it is unknown published last month’ (probably by a
journalist)

2. When it is obvious, irrelevant or ‘Our fish is eaten all around the world’ (by
too general the people, it’s obvious)

‘The report was made by my secretary. It

3. When it has been previously
was finished on Friday’ (by my secretary
mentioned
too)

‘A lot of errors have been committed in our

4. When we want to hide it
company’ (they want to omit who
deliberately
committed the errors)

56
Contrasted view:

Active sentence Passive sentence

Someone published an article about Prawny An article about Prawny World was published.
World. (by someone)

Our fish is eaten all around the world. (by

People eat our fish all around the world.
the people)

My secretary made the report. She finished The report was made by my secretary. It was
it on Friday. finished on Friday. (by my secretary)

The manager of the company has A lot of errors have been committed. (by the
committed a lot of errors. manager)
*(dangerous statement) *(prudent statement)

*Observe how the passive voice may be used to talk about controversial issues, or to express opinions
which may appear to be conflictive for others.

6.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given

Although Whereas

Even though While

Contrary On the other hand

Though However

‘…I have read your report about Prawny World. _______________ I have still my doubts

about the feasibility of that company, I must admit it is a tempting offer. _______________,

precautions should be taken in order to avoid risks. My analysts say it is very probable that

they will formally address us, _______________ I prefer to wait for them to make a move.

57
It is always good to have a second plan, just in case our expectations betray us. Time is

running fast _______________. This is what scares me most. Our financial department

recommends an eventual merger, _______________ our employees reject it.

_______________, syndical actions may start to arise soon, _______________ to all of

those cordial images that are being shown on TV these days, with everyone shaking hands.

_______________ at the presidency of this company, I will do my best to defend our

interests and those of our employees, if that it’s still possible…’

EXERCISE

► Read the minutes of the meeting between Prawny World and Leviathan &
Co. Each of the sections of the document is perfectly delimited. Match the
sections to their definitions.

Meeting between Prawny World and Leviathan & Co

PROCEEDINGS

Location: Leviathan & Co. Headquarters

Date: 31 October 2006
Time: 10.00 a.m.
1. Attendees
Meeting chair Julie Mackerel
(Leviathan & Co’s manager)

First shareholder William Haddock

(Prawny World)
H.R.D. Manager Codda Goujons
(Prawny World)
Marketing Director Christine Jellyfish
(Prawny World)
Management secretary Secretary 2
(Prawny World)

Minutes Recorder Secretary 1

2. Apologies. Apologies were received from Martin Heidelberg (Leviathan & Co’s
Finance Manager).

58
3. Minutes. The minutes of the meeting held on 15 October were approved and
accepted as a true record.

4. Matters arising. Ms Julie Mackerel stated that the feasibility of Prawny World’s
reports was doubtful.

5. Topics of discussion. Upon cordial discussion, the following topics were dealt
with:
5.1. Presentation of profit and loss accounts of Prawny World.
5.2. Presentation of a project of merger between Prawny World and
Leviathan & Co.
5.3. Presentation of a formal friendly merger proposal.

6. Key decisions. An agreement was not reached, but all possibilities have been
left open until next meeting.

7. Incoming agenda. Upon approval of the two companies, the following agenda
was agreed:
7.1. To continue the conversations between the two companies in the
same field of work.
7.2. To present amendments to the projects proposed.

8. Adjournment. Today’s meeting was adjourned by Ms Julie Mackerel. The next

general meeting has been scheduled to take place at 10.00 a.m. on 7 November
2006.

Section Contents of section

A) Information of the day on which the meeting was
1. Adjournment
celebrated

2. Apologies B) Unpredicted matters dealt with during the meeting

3. Attendees C) Matters that were solved, in one way or another

D) Person in charge of leaving testimony of everything

4. Date
during the meeting

5. Incoming agenda E) Information of the minutes from a previous meeting

6. Key decisions F) Justifications for being absent from an event

7. Location G) Matters to be treated in a future meeting

H) Information regarding pauses or postponements of

8. Matters arising
the meeting

59
 9. Minutes I) Members who were present at the meeting

10. Minutes Recorder J) Evidence of the matters that were dealt with

11. Topics of
K) Place in which the meeting took place
discussion

Business Tip!

The words ‘minutes’ and ‘proceedings’ imply almost the same meaning in
business environments. However, there’s a difference in terms of magnitude. We
say ‘minutes’ more regularly. Any time there is a department’s meeting, ‘minutes’
will be recorded. On the other hand, if a major event is celebrated, we may use
the bigger ‘proceedings’, because we imply a more important meeting.

EXERCISE

► Read the following passive sentences. Decide whether the agents should
be omitted or not (YES or NO).

YES NO
1. An article about the fish industry was published the other day in
The New Times by someone.
2. Several different products may be found by our customers in our
catalogue.
3. Our catalogue is received everyday by more than one million
people.
4. I am sure we will be delayed by these circumstances.

5. Our company is receiving a subvention paid by the European

Union.
6. The goods weren’t delivered on time by our suppliers.

7. He was fired by the company on Friday morning.

8. The candidate was elected by the president when nobody

expected it.

60
 EXERCISE

► Select the correct answer.

The offer [is being / has been / will be] made by Prawny World. Now it is our
turn to think of all the possibilities and make a move. A brief reading of the [records
/ report / proceedings] of the meeting only gives a small glimpse of the tension
we all went through. These are hard times, indeed. The [adjournment /
postposition / delay] has only given us a little more time to make a choice. The
task is difficult; it [agrees / agreed / was agreed] by our finance and logistics
departments that an eventual merger between the two companies would boom our
[losses / profits/ demands]. [On the other hand / although / on the
contrary], observations made by our employees [must be / is / has] taken into
consideration too. I understand their situation perfectly, [since / however /
although] I was once an employee like them.

6.4. PHONETICS LAB

► Intonation (II); rising tones and their meaning

You should be aware that a rising intonation denotes ‘non-finality’. The message is
incomplete, or the speaker is demanding more information. The rising intonation is a
good hint to know whether a conversation is going right or wrong.

INTONATION (II); rising tones

Forms Intentions

YES/NO QUESTIONS:
The speaker is not sure about the answer to
these questions, but predicts the addressee
1. Isn’t it READY?
knows it.

a) Yes.
Compare this example to the falling
b) No.
intonation use (unit 5).
c) I don’t know.

61
CLARIFICATION:

We repeat the last element of the sentence

a) Did you hear about the
to simply indicate we have not understood
bankruptcy?
or heard that information.
b) About the WHAT?

DISBELIEF:

Although speaker ‘b’ perfectly receives the

a) Jennifer got fired
message, he shows himself reluctant to
yesterday.
believe it.
b) She got FIRED?

INTRIGUE / EXPECTATION: This kind of structure is common of complex

sentences. We use the rising intonation to
a) Not a single enterPRISE indicate we have not finished the sentence.
[pause] can beat US. Also, we may want to imply some kind of
intrigue.
b) When we included king-
prawns in our cataLOG This use is quite typical of politicians and
[pause] we started having storytellers, who are interested in keeping
beNEFITS. the attention till the end of their speeches.

EXERCISE

► Listen to the following sentences and select an appropriate meaning

1. Julie Mackerel: ‘The report is ready for me, is it not?’ (pronounced with a
rising tone)
a) Julie is not sure about the answer.
b) Julie already knows the answer.

2. Alice: ‘Are you referring to the report on Prawny World?’ (pronounced with a
rising tone)
a) The secretary is not sure about the answer.
b) The secretary is sure about the answer.

62
 3. Julie Mackerel: ‘The report on WHAT?’ (pronounced with a rising tone)
a) Julie can’t believe what she is hearing.
b) Julie didn’t listen carefully.

4. Alice: ‘You told me to write a REPORT…just before the meeting took PLACE’
(pronounced with a rising tone)
a) The secretary is in doubt. Now she thinks she has made a mistake.
b) The secretary is sure of what she is saying. She only wants to sound
interesting.

5. Julie Mackerel: ‘The MEETING? It’s true! I almost forget it.’ (pronounced with
a rising tone)
a) Julie can’t believe what she is hearing.
b) Julie didn’t listen properly.

6.5. BREAK TIME!

VERTICALS

1 1. A person who is present at a

meeting, committee.
4
2. Expression of lament for being
2
absent from a meeting.
1
3. Of little credibility.
5
4. The act of postpone an event.
2
5. Written testimony of a meeting or
small convention.

3 3
HORIZONTALS
1. The compound of matters to be
dealt with in a meeting
2. Benefit obtained from trade or
4 transactions
3. To set down information for its
conservation in an archive
4. Sudden lack of something

63
 Module 3:
Finance

65
UNIT 7: ‘BANK ACCOUNTS’

7.1. GETTING STARTED!

7.1.1. Dialogue

Julie Mackerel: Good morning, Mr. Shark.

Bank director: Good morning. How can I help you, Ms Mackerel?
Julie Mackerel: As you know, we are thinking about a new strategy to combat
the competitors of Leviathan, my new company. That is why we have come
across the idea of founding a franchise-based new business. Some support
from your side would be much appreciated.
Bank director: As you know Julie, Whalybanking has been offering low-
interest loans with flexible conditions in the last three years. I think this will be
perfect for the launching of your franchise.
Julie Mackerel: The fact is that we don’t have any cash right now in our bank
account. When Leviathan was founded, my predecessors withdrew most of the
capital, and we have been unable to recover.
Bank Director: We are obligated to run a credit check to see if you have any
outstanding debts, as you know. It is only a formality. Could you type your pin
to check your account, please?
Julie Mackerel: Sure! […].
Bank director: How much capital do you need to start, Ms Mackerel?
Julie Mackerel: Well, we need to get a loan for start up costs. We have
considered rent, equipment costs and supplies, utilities, advertising, together
with other unforeseen events.
Bank director: You have chosen the perfect bank!! We plan to raise a capital
of $150 million by March 2007. Our local branches have increased and we
have already raised $26.5 million in the last two years.
Julie Mackerel: That sounds exciting!
Bank director: We normally address the SBA, the Small Business
Administration, as a guarantor on the loan. This is normal procedure for most
of the banks in the USA, since it provides a guarantee of 80-85% of the total
loan balance. In case you cannot make loan payments, Whalybanking would
turn to the SBA for payment, thereby lessening our risk. This is our loan
guarantee.

67
 Julie Mackerel: And what are the interest rates and the bank charges?
Bank director: Well, I can tell you that the interest rates have lowered this
year. Over the last months we have been offering loans for 100% of the project
costs. Of course, we will need to fill out this loan agreement contract after the
loan has been approved. I trust you. I am sure you will achieve great success.

Business Tip!

To open a bank account in the U.S., you need to take your social security card
or number with you and your valid driver’s license. You will meet a customer
service representative at the bank who will help you with the paperwork
needed to open your checking or savings account. After opening your checking
account, you will be given a book with temporary checks. It can take up to two
weeks to receive your permanent checks.

7.1.2. READING COMPREHENSION

► Read the dialogues above and say whether the statements are true or
false.
1. Leviathan & Co. needs to get a loan for creating a franchise.
2. Leviathan & Co. needs to get a mortgage for buying new equipment for the
company.
3. Whalybanking has been financing a hundred percent of the costs.

68
 7.1.3. READING COMPREHENSION

► Read the following text and select the correct answer.

THE STOCK MARKET

Whether you have a mortgage or you just want to buy a new car, a brief look at the
international stock markets is very advisable. They control everything nowadays. Prices
can go up and down so quickly that billions may be earned or lost in just a few
minutes. But what is the stock market anyway?

Some say the stock market was born in the city of Bruges in the 13th century.
Merchants used to meet at inns all around the city to carry out their dealings. When
financial transactions became bigger in importance and participation, they designated a
single spot at which their meetings were to be held. Everyone knew where the place
was because of three bags hanging at the front of the inn. The term ‘bursa’ (‘bag’,
from Latin) was chosen to name such a place. From it, we obtain the French ‘bourse’,
which is still used nowadays.

The stock market is a central location in which brokers have the opportunity to buy and
sell shares and securities. The idea of an internet market is growing more and more
these days, although the importance of ‘physical places’ has not disappeared, with
emblematic buildings being used as worldwide symbols. The stock market is also
known as ‘stock exchange’ or ‘bourse’. However, we generally speak about markets
using their proper names; NASDAQ, Wall Street, Nikkei, Dow Jones, London…

1. Nowadays the stock market is a kind of __________.

a. organization b. building c. company
2. The notion of the stock market was born _________ and meetings were organized
among merchants.
a. in little companies in London b. in taverns across Belgium c. at inns in Ireland
3. Transactions are carried out _______ and in physical sites.
a. on the internet b. at the market’s main building c. in the intranets

69
 7.2. GRAMMAR REVIEW

THE PRESENT PERFECT

Form Examples Uses

− Fact which happened at

He’s decided to look for a new an indefinite time in the
job. past but we don’t know
SIMPLE when.
The meeting has not started − Fact which began in the
Have/has + [past yet. past and is still going on
participle] now.
I have lost Julie Mackerel’s − Fact which happened in
phone number. the past with influence
on the present.
He has been writing for three − Activity which puts
hours. emphasis on the
CONTINUOUS duration of an action.
I have been living here since − Unfinished action which
Have/has + been+ [-ing 2000. began in the past and is
form] still going on.
I have been working all − Unfinished action that
afternoon. influenced the present.

70
 7.3. SKILLS PRACTICE

Contrasted view:

Example Shifts of meaning

‘Julie Mackerel was in the office for an hour’. − Finished time in the past.

‘Julie Mackerel has been in the office for − Unfinished period of time up to the
three hours’. present. After three hours she is still
there.
‘I’ve followed their discussions with great − We focus on the result or effect of a
interest’. past situation. We talk about a
completed action.
‘I’ve been following their discussions with
great interest’. − We focus on the activity or even. The
action may or may not be finished.

EXERCISE
► Fill in the gaps with the words given.

Sales Franchise
Loan Debts
Cash Interest
Credit Profits
Accounts Retailers

It is very common to come across difficulty raising funds for all the necessary start

up costs when founding a new company. This problem is not different from the

eventualities that a _______________ foundation brings up, because sponsors and

other third parties reject negotiations until the _______________ shows up. This is

sad, especially when there are so many good ideas which can not progress because

of the lack of _______________ among banks. When _______________ fail to

comply with _______________ forecasted, companies enter a state of zero gravity

71
 from which it is difficult to escape. _______________ start to become anxious,

predicting that orders will eventually go down hill. That is the very moment in which

banks play their part.

A timely _______________ is commonly the best way to combat these

uncertainties, because it raises the balance of the client’s bank _______________,

giving some relief to its third parties. We can not be misled though, because if a

deposit of money is not combined with a revolutionary change of strategy,

_______________ will continue to expand, and everyone knows what this fact

stands for; ‘the bigger the debt, the higher the _______________ rates will go’.

EXERCISE

► Match the sections of the check with their corresponding definitions.

A D 0123
Ms Julie Mackerel
28 333 7th Ave, August 2,2006
Woodharbour, 10001 Date

B Leviathan & Co F
Pay to the order of $ 254.25

C Two hundred Fifty-Four Dollars and 25/100

The sum of
G Whalybanking
157 W 47th Street NY
Woodharbour 10036
H Loan Expenses K Julie Mackerel
I 123456789: J 01234567890256 0123 Authorized Signature

72
 1. This will help you identify your checks in
A. YOUR INFORMATION
your check register.
2. This information clarifies where the
B. PAY TO THE ORDER OF
count is held.
3. Name and address which the bank will
C. THE SUM OF…
print at the top of all of your checks.
4. Here you write, spelled out, the amount of
D. CHECK NUMBER
money you wish to pay.
5. Here you fill in the person or business you
E. YOUR BANK INFORMATION
are giving money to.

Business Tip!

Be aware of your bank’s business hours. U.S. banking is regional, not

national, so make sure you cash any checks in the town or city where you
received them. A check deposited in an out-of-town account can take one
week or more to become available. If you are going out of town, be sure to
cash checks before you leave, or purchase travelers checks.

EXERCISE

► Read the following conversation between Thomas Lalie and Julie

Mackerel. Then say if the sentences are correct or incorrect.

Thomas: Oh sorry, Julie. How long have you been waiting for me?
Julie: Don’t worry, Thomas. It’s fine. I have just finished all my pending issues at the bank.
I’m glad you called me to meet, because I wanted to see you too.
T: How’s work at Leviathan? I understand your professional expectations can not be the
same as the ones you had at North Sea Inc. It’s a small company after all.
J: I wouldn’t say that, Thomas. I must admit that at first I was afraid, I was petrified
hahaha. We are increasing our capital this month. And I have a very important project
coming out very soon.
T: It’s incredible to see you so excited about the future. How did you come up with that new
strategy?
J: I think that one of the most important things is that we have always listened to our
clients’ suggestions and comments. That’s the secret behind my professionalism. My project

73
is about a fast-food kind of restaurant, but using our base company, Leviathan, as the only
supplier. That’s a way to cut down on expenses from intermediaries.
T: It sounds so exciting!! That’s why you were at the bank, right? That’s how you got the
necessary capital, you asked for a loan to start the business, didn’t you?
J: Exactly, Thomas. You are such a reliable guy. That’s why I wanted to share this moment
with you. I’ll be needing some help with the advertising campaign, and I thought of you.
T: Oh! That’ll be a pleasure for me! Which is your bank anyway? Is it good?
J: It’s Whalybanking, an excellent one. Do you know the good thing? Regular bills can be
paid by electronic transfer without writing checks, saving you time and postage. That’s
exactly what we need at the moment.
T: Hum, it sounds like you are in charge of a lot of paperwork.
J: Oh, that’s only part of my job. But I don’t want to be boring. I still have time to go for a
drink before the meeting.
T: You see? You keep on having good ideas all the time ha ha. Let’s go!

1. How long have you been waiting for me?

2. That’s why you was at the bank, right?
3. Your professional expectations can not be that same as the ones you had at North
Sea Inc.

7.4. PHONETICS LAB

► Pronouncing numbers in English

When expressing large numbers (more than one hundred) read in groups of
hundreds. The order is as follows: billion, million, thousand, and hundred.

NUMBERS AND FIGURES

425 Four hundred twenty five
Hundreds
340 Three hundred forty
2,500 twenty five hundred
Thousands
4,400 ninety four hundred
1,200,000 one point two million
Millions
4,450,300 four million four hundred fifty
Decimals 99.3 ninety nine and three tenths
48% forty eight percent
Percentages
26% twenty six percent
4/8 four eighths
Fractions
2/3 two thirds
September 4, 1990 "September four, nineteen
Dates
ninety.

74
 7.5. BREAK TIME!

► Guess the nouns in the following expressions. Then find them in the
crossword. The first letter is given for you as a clue.

1. Check B_ _ _ _ _ _ _
2. Pay the B_ _ _
3. Raise C_ _ _ _ _ _
4. Get a L_ _ _
5. Earn I_ _ _ _ _ _ _
6. Withdraw C_ _ _

B A L A S W S I P
I S O B U D I N R
P C N I L L D T H
U B A L A N C E S
L G E L U O Y R A
O O C T N R G E C
A B A O U S E S O
M A S N V N Y T E
L N T E N M K A M
L Z C A P I T A L
X E O N P N B M I

75
UNIT 8: ‘SPREADING THE FRANCHISE’

8.1. GETTING STARTED!

8.1.1. Dialogue

Julie Mackerel: The economical transaction has been a complete success!!

We’re prepared to start our new successful business from scratch! We will
open our first outlet in True City in two months. The name of the brand will
be Lobster & Oyster and will offer healthy seafood-based food, which slowly
but surely will substitute the traditional fast food restaurant.
Matthew Crab: That’s a fantastic idea, Julie. Americans have a huge need to
eat healthy and no one had filled that gap in the fast food market before…
not really.
Julie Mackerel: I had hardly switched the TV off when this idea came into
my mind. I’m sure about North Americans’ huge need to eat healthy.
According to the National Center for Health Statistics, , in 2005 the number
of obese adults increased by millions.
Matthew Crab: What do you need to begin your business?
Julie Mackerel: We need a license to sell our products and to look for a
franchise consultant who can give us advice. But first of all, we will have to
read, among other documents, the UFOC.
Matthew Crab: The UFOC??
Julie Mackerel: Well, I had heard some information about that before. The
‘Uniform Franchise Offering Circular’ is a document containing detailed
information about a franchise. According to the bank director, its contents are
regulated by the Federal Trade Commission and are designed to assist the
prospective franchisee in analyzing the merits of a potential franchise.
Matthew Crab: And what is the next step?
Julie Mackerel: According to the legislation, my priority is to register the
name Lobster & Oyster as a trademark. The U.S. Small Business
Administration has developed a registry of franchise companies.
Matthew Crab: What about the economic expenses?
Julie Mackerel: Invoices must be submitted by the second day of every
month. Some initial costs may include shop fitting, equipment, initial stock
and initial franchise fees.

77
Matthew Crab: Then we’ll have to start selling franchises, creating a website
which should include seminars and franchise handbooks. That is, to provide
detailed information about our main goals and financial requirements. E-
commerce will be the vital part of our business. We will spread our franchise
around the world!!

Business Tip!

Franchises are one of the fastest-growing kinds of business in the U.S. They
generally have a higher success rate than other independent businesses. You can
buy one for a few thousand dollars or more than a million.

8.1.2. READING COMPREHENSION

► Read the dialogue above and match the two halves to make a sentence.
1. Julie Mackerel and Matthew a. you must register the trade
name.
2. According to Julie Mackerel b. people want to eat more
healthy food.
3. Before opening a franchise c. want to include information
about the new franchise in the
internet.

78
 8.1.3. READING COMPREHENSION

► Please read through the following Terms and Conditions appeared in

Lobster & Oyster website. Then, decide whether the statements below
are true or false. (T), (F)

www.lobsterandoyster.com - Terms and Conditions

Lobster & Oyster provides access to www.lobsterandoyster.com (the "Site") free of charge
to offer menu and general franchising information. Your access and use of the Site is
governed by the terms and conditions and privacy statement (the "Terms of Use") set forth
below.

1. Ownership. Copyright on all material on this Site is either owned or controlled by

Lobster & Oyster. All trade names, trademarks, service marks, logos and trade styles
on this Site are either owned or controlled by Lobster & Oyster or its clients. Images
displayed on this Site are either the property of Lobster & Oyster or its clients, or used
with permission.

2. Use of Materials of the Site. Documents, images and proprietor information of

Lobster & Oyster’s appearing on the Site, including the contents of the biographical
descriptions of its representatives and personnel, press releases and other public
notices, together with any associated graphic elements may not be copied,
reproduced, downloaded or otherwise used without permission. “All rights reserved."
appears on every copy or reproduction of such materials.

3. Unsolicited Ideas. We make it our policy not to accept or consider any unsolicited
ideas or materials of any kind through the Site. Please do NOT submit any such
materials at any time. If you do submit any such ideas or materials, all rights will be
our property, free and clear of any claims by you or others, and we will be able to use
them for any purpose, including advertising and promotion, without compensation.

4. Prohibited Conduct. It is strictly prohibited to use, contact, disrupt or damage the

Site, its contents or its security measures. No unsolicited email (spam) may be
directed to or through this Site.

5. Violation of Third Party Rights. If you believe that any material on this Site,
whether posted by us or by third parties, violates the copyrights or other rights of
third parties, please contact us.

79
 6. Disclaimers. We are not responsible for accuracy, completeness or reliability of the
information on the Site or its contents.

7. Privacy Statement. We may collect and store personal identifiable information about
persons who visit this Site, and voluntarily submit information such as name, address,
telephone number or email address. We may share this aggregate or anonymous
information with third parties.

8. Links. The Site may contain links to other Web sites. We are not responsible for the
privacy practices or the content of such Web sites, or for the privacy policies and
practices of other third parties or for any potential damage arising out of or in
connection with the sites to which it is linked.

9. Intended Users. This Site is offered in the English language and is intended for use
in the U.S. and in other areas where that language is spoken. Use of this Site is
limited to persons over the age of 18.

10. Revisions. Lobster & Oyster reserves the right to revise and update these Terms of
Use. Any such revisions will be effective on the date of posting to the Site. You
should periodically visit this page to review the current terms to which you are
bound.

11. Questions. If you have questions or comments about Lobster & Oyster, this Site or

these Terms of Use, please email us at [email protected] or

write us at 60 Thompson Street, True York, NY. Lobster & Oyster welcomes
questions.

1. Your access, use and interaction within the Site are subject to these ‘Terms and
Conditions’.
2. Any use of materials on the Site without our prior written permission is strictly
prohibited.
3. New ideas or material for the advertising and promotion of our new products
are welcomed.
4. We can’t store, or use information about you in accordance with our privacy
policy.
5. Lobster & Oyster is responsible for the inclusion of any link in the Site.
6. We can deny user’s access to the Service.
7. We reserve the right to revise the content of the Site at any time without
notice.

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 8.2. GRAMMAR REVIEW

THE PAST PERFECT

Form Examples Uses

− Finished activity which

happened before
I went back to the office
another action in the
because I’d forgotten my keys.
SIMPLE past.
Had + [past participle] − Fact which started up in
We had had that car for eight
the past and continued
years before it broke down.
up until another action
(in the past too).
− Continuous activity
She knew they hadn’t been
CONTINUOUS which happened before
paying attention during the
Had + been+ [-ing form] another action in the
meeting.
past.

Contrasted view:

Example Shifts of meaning

‘By the time Thomas arrived in True York − Julie opened the franchise first, and
City, Julie had opened the franchise’. then Thomas arrived in True York City.

‘I hope the train comes soon. I’ve been − I waited for an hour before now.
waiting for an hour’.
‘At last the train came. I’d been waiting for − I waited for an hour before the train
an hour’. came.

REMEMBER
Stative verbs are not usually used with the past perfect continuous:

‘I had already known him for many years’

NOT ‘I had already been knowing him for many years’

81
 8.3. SKILLS PRACTICE

EXERCISE

► Select the correct answer.

Outlet Consultant
Trade name Franchisees

We want to open our first franchise next November, a healthy fast-food __________ in

Woodharbour. In order to make this operation successful we have already registered the

_________________ Lobster & Oyster. Before that, we contracted a franchise ___________

whose main task was to select eight additional _______________ in the most important

cities in the States.

Business Tip!

The basic unit of currency in the U.S. is the dollar ($1). Coins are in the value
of 1¢ (one cent or a penny), 5 ¢ (a nickel), 10 ¢ (a dime), 25 ¢ (a quarter),
and 50 ¢ (a half dollar). Bills (notes) are printed in the value of
$1,$5,$10;$20,$50, and $100.

EXERCISE

► Complete the following sentences with one of the verbs in brackets with
the simple past, past perfect or past perfect continuous.

a) Julie Mackerel _________________ (invest) her money wisely in Leviathan & Co

before she______________ (open) the new franchise.

82
b) Julie Mackerel and the bank director were good friends. They

________________ (already/know) each other for a long time.

c) Julie Mackerel ______________ (think) about setting up a franchise when

she___________ (arrive) to Leviathan & Co.

d) Julie ___________________ (never/have) any franchising experience before,

but she ________________ (be) familiar with the fast food sector.

EXERCISE

► Read the following text about ecommerce. In the third paragraph choose
the appropriate word.

Electronic Commerce

It was quite enough to have a good reputation and prompt customer service to
succeed back in the days. It was the time for family businesses and traditions, in
which the warmer clients felt, the higher the degree of satisfaction was reached.
However, and loyal to the inherent human paradox, we turned to a colder
impersonalized way of servicing. It is the era of e-commerce.

The idea is simple; to sell in the internet. This simplistic approach conveys an
arrangement of assumptions which complicate the term. We have to refer back to
the 1950s when the Diners Club was created in the United States. They were
responsible for the creation of the first general purpose credit card, available to the
public. They had experimented with satellite-invoicing before, with prehistoric
payment methods being applied. The idea started in the 1920s, when gasoline
transactions had to be dealt with quickly and safely. By the time consumerism
reached every store in the United States, Diners Club had distributed hundreds of
credit cards.
The Internet soon implemented credit and [debit / debt / debiting] charging for
business. This is called ‘Electronic Data Interchange’ (EDI). This service allows
companies to establish a direct [nexus / union / link] between customers and
products. Services are easily customizable, thus [offers / offered / offering]
specific solutions for everyone. In addition, e-commerce is more and more secure
everyday. Anyway, for those still showing themselves [reluctant / brave /
restraint], banks offer temporary prepay cards which can be maximized for every
transaction, thus minimizing theft risks to zero.

83
 8.4. PHONETICS LAB

► ‘Some American English diphthongs’

When we pronounce two vowels together we produce a diphthong. That is, a

continuous transition from one position of the mouth to another. Although they are
single speech sounds, diphthongs are usually represented by means of a pair of
characters indicating the initial and final configurations of the vocal tract. Many of the
vowel sounds in most dialects of English are diphthongs

Note the differences between American and British diphthongs pronunciation. Listen
to the following examples:

American English diphthongs British English diphthongs

[eɪ] face [eɪ] face

[ou] goat [əu] goat

[ɪəʳ] near [ɪə] near

[eəʳ] square [eə] square

[uəʳ] cure [uə] cure

[ɔəʳ] north/force

[aəʳ] start

84
 8.5. BREAK TIME!

► Guess the following unscrambled words and find them in the following
diagram:

TOUTEL ______
ATDRE EAMN _____ ____
NOIEVIC _______
PURSUSL _______
STOUQA ______
RODWLIEW ________
FRUS ____

S U R P L U S P N
U D S Q U O T A S
R T I O B I L N Y
F I N V O I C E Q
I V A S U B E Z U
M G O A T S Q B O
O E I S L O P U T
T R A D E N A M E
A Y N E T C M E S
W O R L D W I D E

85
UNIT 9: ‘A NEW DEAL’

9.1. GETTING STARTED!

9.1.1. Dialogue

Julie Mackerel: …moving on to my next point, I will show you now the structure
of our new sales campaign. As you can see in the next screen, our promotional
actions will be divided into three categories. The first of them is called ‘printed
materials’, where we have considered two different factors. On the one hand,
flyers and brochures will be handed out face-to-face by our ‘on the spot’ agents.
They will include information about our franchises, together with tokens to be
exchanged for complimentary meals in our shops. On the other hand, we will
promote a massive campaign of coupons in magazines and Sunday newspapers.
Coupons are still profitable, as all surveys show. If we spent more on this field,
we would realize how enticing they may become.

We have acquired licenses to publish ads of Lobster & Oyster® in the first three
best internet search engines. If we combine this with several waves of
advertising newsletters and rotating promotions, we will obtain great outcomes.
The internet is a battle we can not afford to lose. If we had invested more in the
past two years in web-based marketing, our popularity and image would have
improved considerably. Consider the next chart, in which we analyze the sales
forecast…
Capture from Julie’s Power Point Presentation:

87
 Business Tip!

Observe how Julie explains what everyone else sees on the screen. She develops
and clarifies all the elements step by step, respecting the same order.

Remember that the contents on the screen in an oral presentation should always
be very brief, since you will develop them during the presentation itself.

9.1.2. READING COMPREHENSION

► Answer the following questions with Yes/No.

1. How will the brochures be distributed? Will people distribute them to the
public?

2. Will the brochures include information on franchising opportunities?

3. I think they want to include publicity in web-pages used to look for

information, don’t they?

88
 9.1.2. READING COMPREHENSION

► Read Lobster & Oyster’s presentation to the public and choose the biggest
special of the month.

Lobster & Oyster®

MEAL DEALS
Identify your deal when placing an order.
Small Salad meal Medium Salad meal Large Salad meal Kids’ Salad meal
Kid’s salad bowl
Small salad bowl Medium salad bowl Large salad bowl
Bag of potato chips
Bag of potato chips Bag of potato chips Bag of potato chips
33cl. Soft drink
33cl. soft drink 50cl. soft drink 60cl. soft drink
Soft toy
$4.10 $4.50 $4.99 $3.50
YOU SAVE $1! YOU SAVE $1! YOU SAVE $1! YOU SAVE 1$!
Lobster & Oyster®
Menu for 5 deal Lobster monster® Oyster monster®
special

Large salad bowl

Medium salad bowl Lobster & Oyster
Large salad bowl
Thousand Island dressing®
Caesar dressing
dressing Lobster chunk
Oyster mix topping
Lobster chunk topping topping
5 small salad bowls Fried crouton topping
Fried crouton topping Oyster mix topping
5 bags of potato
Fried crouton topping
chips
$6.60 $6.90 $7.90
5 50cl. Soft drinks
YOU SAVE $2! YOU SAVE $2! YOU SAVE $3!
2 appetizers
Spectacular meal 2+2 offer Topping master
5 desserts
Any large salad bowl When ordering:
Any dressing Order any meal
Any topping Two salad bowls plus any dressing
Any bag of potato chips & plus any dessert
Any dessert Two soft drinks
$24.99 $9.99 You get Two toppings for
YOU SAVE $10! YOU SAVE $4! 30% OFF! free!
Find these and many more specials in the Lobster & Oyster® nearest you!
LOBSTEROUS OPPORTUNITIES! Apply online at:
http://www.lobsteroyster/vacancies.com

1. The “menu for five deal” because it is definitely the biggest.

2. The “topping master offer” because you get two meals for free.
3. The “menu for five deal” because five people can pay together and save ten dollars.

89
 9.2. GRAMMAR REVIEW

Conditional Sentences (I); sentences with ‘if’

Typology:
Conditional Sentence
Clause One Clause Two
Type
1st Conditional
a present situation
present simple future ‘will’
Use: having a future
repercussion

2nd Conditional
a hypothesis that may
past simple conditional ‘would’
Use: be real or not in the
future or the present
rd
3 Conditional
a real situation in the
conditional perfect ‘would
past that had past perfect
Use: have’
repercussions in the
past too

Contrasted view:
Example one:

… enough …a new
1st conditional If I… have will buy
money, I… house.

… enough …a new
2nd conditional If I… had would buy
money, I… house.

… enough …a new
3rd conditional If I… had had would have bought
money, I… house.

Example two:

…early today,
1st conditional If he… comes will give …him a price.
I…

…early today,
2nd conditional If he… came would give …him a price.
I…

had …early today,

3rd conditional If he… would have given …him a price.
come I…

90
Example three:

If
1st conditional want to buy, they… will have to …sell first!
they…

If
2nd conditional wanted to buy, they… would have to …sell first!
they…

If had
3rd conditional to buy, they… would have had to …sell first!
they… wanted

9.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given.

Budget Coupons

Brochure Outcomes

Franchise Forecast

Complimentary Investment

…these are our benefits _______________. As you can see, our marketing department

predicts big _______________ in all areas. We will double our _______________ in

marketing in order to power up this department, which I consider to be the future of our

company. This means that this month’s _______________ will be increased dramatically.

Tomorrow our promoters will start to distribute brand-new _______________ in every city

where we have opened a new _______________. Our idea is to include free

_______________ in the brochures, which will offer _______________ meals to customers.

The same has been thought of the _______________ we will include in local newspapers…

91
EXERCISE

► Form expressions matching the words in the two columns.

1) Sales a) brochure.

2) Investment b) budget.

3) Complimentary c) campaign.

4) Franchise d) forecast.

5) Loss e) leader.

6) Promotional f) rates.

7) Catchy g) terms.

8) Project h) tokens.

EXERCISE

► Write the following verbs in the correct form, according to the kind of

conditional they may be.

a) If we decrease our expenditures, our profits __will improve_ (to improve).

b) The contract will be cancelled if they can’t _______________ (to afford) the

payments.

c) If we _______________ (invest) more money in marketing, our benefits

_______________ (to be) better today.

d) If we _______________ (to hand out) more leaflets, people would know about

our franchise sooner.

e) We _______________ (to order) more brochures and leaflets next month if the

campaign proves to be successful.

92
 f) If we order a survey now we _______________ (to be able to/to forecast) some

results.

g) If the campaign in the Internet _______________ (to work), we will fail to

promote our products in that field.

9.4. PHONETICS LAB

► Pitch range.

Pitch should not be confused with stress or tone in English. We may alter our pitch,
but keep stress patterns and tone patterns unchanged. From a musical point of view,
we can say that pitch refers to the height or depth at which a sound is uttered. It
works the same as in music. Women usually speak with a higher pitch, whereas men
speak with a much deeper pitch.

Remember that pitch is a contrastive device, which may not say anything in its own.
Consider the following examples:

Radio station: ‘…I declare the company bankrupt...’

Speaker 1: This is bankruptcy, bankruptcy! Have you heard?

High pitch Have you heard?

Mid pitch bankruptcy!
Low pitch This is bankruptcy,
Shift in meaning: The pitch is higher and higher in every clause. This means that speaker 1
is probably showing disbelief.

Radio station: ‘…I declare the company bankrupt…’

Speaker 1: This is bankruptcy, bankruptcy! Have you heard?

High pitch bankruptcy!

Mid pitch Have you heard?
Low pitch This is bankruptcy,

Shift in meaning: The last question loses power here. Speaker 1 wants to express total
surprise about the fact that the company is in that state. It is a surprise rather than
disbelief.

93
 Radio station: ‘…I declare the company bankrupt...’
Speaker 1: This is bankruptcy, bankruptcy! Have you heard?

High pitch This is bankruptcy,

Mid pitch Have you heard?
Low pitch bankruptcy!

Shift in meaning: Speaker 1 is repeating what he has just heard on the radio. The pitches
patterns indicate that he is laughing at the message.

Radio station: ‘…I declare the company bankrupt…’

Speaker 1: This is bankruptcy, bankruptcy! Have you heard?

High pitch
Mid pitch This is bankruptcy, bankruptcy! Have you heard?
Low pitch

Shift in meaning: Speaker 1 is not interested at all.

EXERCISE

► Practice with your voice! Try to reproduce the following pitch patterns.

Sentence: I am angry, very angry. Aren’t you?

High pitch I am angry,

Mid pitch Aren’t you?
Low pitch very angry.

Sentence: I am angry, very angry. Aren’t you?

High pitch very angry.

Mid pitch
Low pitch I am angry, Aren’t you?

Sentence: Julie is excited and very happy. This is good for her.

High pitch and very happy.

Mid pitch This is good for her.
Low pitch Julie is excited

94
 Sentence: Julie is excited and very happy. This is good for her.

High pitch Julie is excited

Mid pitch This is good for her.
Low pitch and very happy.

9.5. BREAK TIME!

► Uncover the secret word.

1 7

4 8 10 11

2 6

95
VERTICALS

1. To predict, to analyze in advance.

2. Food complement, often a sauce.
3. Economic expenditure which aims to be regained in the future.
4. Pamphlet of propaganda distributed hand to hand to the public.
5. Small booklet which contains information about a company or product.
6. A valid plastic or paper item that can be exchanged for goods.
7. Guide with complete instructions on how to operate something, often a computer
program.
8. An informative periodical report on a business, enterprise, organization or the kind.
9. Food complement, often used as the finishing touch.
10. A contract which enables a company to use the production rights of another.
11. Final or incoming expenses and costs of a transaction or project.

96
 Module 4:
Business Class

97
UNIT 10: ‘ELECTRONIC TICKETING’

10.1. GETTING STARTED!

10.1.1. Dialogue

Matthew Crab: Here’s the flight schedule for our trip to Reefland. We have to
choose a date, because my secretary has given me two alternatives.
Julie Mackerel: Let’s see. I prefer to fly on a Monday. I don’t know… If we get
there on Monday we will have one day for sightseeing before the meeting.
Matthew Crab: It’s settled then! What about coming back? We can choose
between the 17th and the 19th.
Julie Mackerel: Well, it’s the same for me. We can’t really decide on that
unless we have confirmation of the meeting days.
Matthew Crab: Provided that it will only be a preliminary session it shouldn’t
take too long. We can’t book an open date, because these fares don’t allow it.
Julie Mackerel: Are we traveling with a low-cost company? Come on Matt,
now we are the kings of salad in this country.
Matthew Crab: It is not a low-cost company, Julie. The thing is that we are
booking online, so special terms and conditions are applied.
Julie Mackerel: I see. Have you checked the new cabin restrictions?
Matthew Crab: I’m afraid we won’t be able to carry any sauce samples with
us. According to the most up to date regulations, liquids aren’t allowed on
board.
Julie Mackerel: What a shame! Our magic sauces are our secret weapon, and
cannot be mailed. We will check them in my baggage.
Matthew Crab: There isn’t any liability for damaged luggage though. If only
one of those bags exploded inside the suitcase, I wouldn’t like to be there to
see it.
Julie Mackerel: No liability? Which company is it, anyway?
Matthew Crab: CH&SA, Canned Herrings & Sardines Airlines.
Julie Mackerel: Very appropriate Matt…

99
 Business Tip!

All around the world low-cost companies are being introduced at the speed of
light. Beware of fares and special conditions when booking a ticket with them,
since in return for a reduced price they give little facilities to passengers. Very
often, the price you pay for a flight is insignificant as compared to the fees,
taxes and ‘other’ charges you have to pay.

However, and contrary to popular belief, these companies are as safe as the
others, since their aircrafts and crew pass the same inspections every year.

10.1.2. READING COMPREHENSION

►Are the following sentences true or false?

1. Julie wants to fly on Monday because she wants some time for visiting the
sights.
2. According to the poor facilities offered, Julie thinks that they will fly with a

low-cost company.
3. As a solution to cope with the new regulations Julie proposes to register

the bags of sauce at the desks.

10.1.3. READING COMPREHENSION

► Read the electronic ticket from CH&S Airlines and say if the sentences are
true or false.

Subject: Travel Itinerary * Canned Herrings & Sardines Airlines

Confirmation Date: Mon, November 16, 2006
From: Sales department, <[email protected]>
To: Matthew Crab, <[email protected]>

**********************************************************************************
THANK YOU FOR BOOKING WITH CH&SA
*************************************************************************
This is an automated confirmation of your flight. Please confirm your flight times before the
departing date. Please do not reply to this email.

100
Your confirmation number is: JADR1512
You will need this confirmation number and a valid photo-id at your check-in desk.

*************************************************************************
ITINERARY/RECEIPT:
PASSENGERS:
1. Ms Julie Mackerel
2. Mr. Matthew Crab

DEPARTURE:
From New York John F Kennedy Intl (JFK) to Lancaster (LNS)
Mon, Dec 11, 2006 Flight HS0911 Depart JFK at 08:55 and arrive LNS at 13:15
RETURN:
From Lancaster (LNS) to New York John F Kennedy Intl (JFK)
Sun, Dec 17, 2006 Flight HS1279 Depart LNS at 19:10 and arrive JFK at 23:20

PAYMENT DETAILS:
*********893.88 USD Web Fare (446.94 x2 adults)
*********165.23 USD Taxes, fees & charges
**********75.13 USD Aviation / WCHR Levy
**********35.66 USD Insurance
*********1169.9 USD Total paid

CH&SA PHOTO-ID REQUIREMENTS

All passengers must present valid photo identification on request at check-in. Expired or
damaged documents will not be accepted. Failure to present valid photo-id matching the
name on the reservation will result in passengers being refused both check-in and a
refund.

IMPORTANT REMINDERS
Standard opening time of check-in desks is 2 hours prior to scheduled departure. CH&SA
strongly recommends passengers to check-in two hours prior to scheduled departure.

The checked baggage allowance is 20kg per person. Any excess over 20kg will be charged
at the rate of 8 US dollars per kilo. For health and safety reasons no single item of baggage
may exceed 32kg. A small carry on bag under 10kg is allowed.

CH&SC operates a strictly non-smoking policy. Failure to adhere to this regulation may
result in severe criminal penalties brought against you. For on-flight prohibited articles
please refer back to our ‘User-friendly; further information guide’.

CH&SC offers an ‘a la carte’ on-flight menu. Those affected by peanut allergy are advised
to consult our ‘User-friendly; further information guide’.

For air carrier liability for passengers and their baggage please refer back to our ‘User-
friendly; further information guide’.

1. Julie will spend seven nights in Reefland.

2. Her schedule has no stops.
3. She has paid nearly $500 only for her ticket.
4. If her baggage weighs 24 kg, she will have to pay $35.

101
 10.2. GRAMMAR REVIEW

Conditional Sentences (II); other conditional forms

Typology:
Conditional Sentence
Clause One Clause Two
Type
‘Unless…’ unless + present simple future ‘will’
‘Unless’ shows a
restrictive condition. It or or
Use:
may be used as 1st or
2nd conditional. unless + past simple conditional ‘would’
‘As long as…’ as long as + present simple future ‘will’
These sentences are
equal to ‘only if’. They or or
Use: st
may be used as 1 or
2nd conditional. as long as + past simple conditional ‘would’
‘Provided that…’ provided that + present
future ‘will’
simple
These sentences are
equal to ‘only if’. They or
Use: or
may be used as 1st
and 2nd conditional. conditional ‘would’
provided that + past simple
‘Should x…’
We use ‘should’ +
subject to express should + subject + present future ‘will’
Use: conditions. It is most simple
used in first
conditionals.

Contrasted view:

Examples with unless

…your work …a solution on

Unless you finish won’t find
early, we… time.

…your work …a solution on

Unless you finished wouldn’t find
early, we… time.

Examples with as long as

…out of it,
As long as he stays will be …safe.
he…

…out of it,
As long as he stayed would be …safe.
he…

102
 Examples with provided that

more shares,
Provided that they… want will have …more work.
we…

more shares,
Provided that they… wanted would have …more work.
we…

Example with should

to accept, …be more

Should you choose will have to
you… responsible.

10.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given.

Restrictions Itinerary

Insurance Booking

Return Web fare

Taxes Overweigh

Most companies offer competitive _______________, which unite the commodity of

_______________ from home and the safety of a regular reservation. Should you decide to

make all enquiries by yourself, you will need to contract good _______________ to avoid

disappointment. They can cover you up against fuel _______________, and sometimes they

guarantee you less _______________. These companies usually publish their terms and

conditions online, provided that digital signatures are common nowadays. This is good in

case your luggage is _______________, since they can often cover these unexpected

expenses.

103
It is a good hint to trace a preliminary _______________, think of any stops you may

choose to have, and decide whether or not _______________ flights will save you money.

You should also take into consideration that most fares don’t include taxes and other

services.

Business Tip!

It is very common in hotels across the United States to offer ‘ABF’. These letters
stand for ‘American Breakfast’, which usually resembles the regular ‘Continental
Breakfast’ except that much more is included. In addition to toast, coffee and hot
milk, it is common among Americans to include varieties of jam and a wide range
of fruit and juices. Cereals, pastries and muffins are still very popular, with
extravagant recipes being introduced lately.

EXERCISE

► Write the following verbs in the correct form, according to the kind of
conditional they may be.

a) Our trip will be all right, as long as we _______________ (to spend) too much in

silly stuff.

b) Should you dare to accept, you _______________ (to be) under pressure.

c) We _______________ (to let) you go alone unless you give us a good reason.

d) Don’t talk to me unless you _______________ (to have) something interesting

to say.

e) Provided you have nothing interesting to say, _______________ (to talk) to me.

f) You will be able to go out early everyday, as long as you _______________ (to

keep on/to come) on time in the mornings.

g) As long as people _______________ (to find) our meals delicious, we would

keep on obtaining profits forever.

104
 10.4. PHONETICS LAB

► The importance of spelling.

There have been a couple of misunderstandings in Mr. Matthew Crab’s online

bookings. Listen to his conversation with Fishy Destination’s Help-line and fill in the
gaps. Beware of contractions and acronyms. You may take a look to the documents
in unit 10 and take notes as they speak, in order not to get lost.

Help-line agent: Good evening, this is Fishy Destination’s customer service. How
can I help you?
Matthew Crab: Good evening. I just received your confirmations by email and
found a couple of mistakes.
Help-line agent: Can I have your customer ID, please?
Matthew Crab: I don’t have an account, I’m an eventual customer.
Help-line agent: May I have you booking confirmation number then?
Matthew Crab: Of course. It’s ‘J’ for Gerard, ‘A’ for airline, ‘D’ for double, ‘R’ for
record, 1-5-1-2.
Help-line agent: Did you say ‘J’ for Gerard?
Matthew Crab: Err…that’s correct. It’s the first letter.
Help-line agent: ‘J’ as in jewel?
Matthew Crab: That’s right.
Help-line: Oh! I think Gerard is spelled with a ‘G’, as in goat, sir.
Matthew Crab: Oh really? I am sorry then.
Help-line agent: That’s Ok. May I have your booking reference for the hotel now?
Matthew Crab: Sure. It’s O-6-4-6, ‘D’ for delight, ‘C’ for complaint, and ‘G’ for
Jewel.
Help-line agent: ‘G’ for jewel? Do you mean ‘J’ for jewel, as in Gerard?
Matthew Crab: That’s right!
Help-line agent: So it’s a ‘J’, not a ‘G’. ‘J’ for Gerard, as in jewel.
Matthew Crab: Excuse me lady, I thought Gerard was spelled with a ‘G’, not a
‘J’…
Help-line agent: Of course, Gerard is spelled with a ‘G’ as in jewel.
Matthew Crab: But jewel is not spelled with a ‘G’, isn’t it?
Help-line agent: All right, all right! I will try to locate your booking using your
name, if you don’t mind.
Matthew Crab: No problem. It’s Matthew Crab. ‘M’ for mother, ‘A’ for island, ‘T’
for…

105
 EXERCISE

► Say whether these statements are true or not.

a) Gerard is spelled with a ‘J’.

b) Jewel is spelled with a ‘J’.

c) Mathew was right all the time with his spellings.

d) The Help-line agent was right all the time.

e) The Help-line agent was right at the beginning, but got confused as the

conversation advanced.

f) Matthew Crab was wrong at the beginning, but absolutely right at the end.

g) When Matthew said ‘O’ he meant a zero.

h) When Matthew said ‘O’ he meant an ‘O’, as in Oakland. We never say ‘O’ for

zero when spelling.

10.5. BREAK TIME!

► Uncover the secret word.

5
1
4

3 6

3
4
1
2
5

106
VERTICALS

1. Company dedicated to aerial, terrestrial or nautical transportation.

2. Economic contribution charged by governments for transactions made.
3. Specialty, main activity or product in a business.
4. The act of securing goods or people against loss or damage.
5. Price charged to ride in transportation.
6. A way of acting, characteristic of some people or organizations

HORIZONTALS

1. Common questions in a webpage.

2. The act of doing tourism.
3. Designed eventually, occasionally.
4. Kind of room with two beds.
5. Part of a plane reserved to carry passengers and crew.

107
UNIT 11: ‘CUSTOMS’

11.1. GETTING STARTED!

11.1.1. Dialogue

Telephone operator: Good morning, Reefland Consulate. How may I help you?
Thomas Lalie: Good morning. A friend of mine who is from Italy plans to visit
Reefland in a few days. Could you give me some information?
Telephone operator: A citizen of a foreign country wishing to enter Reefland
must first have a passport, which must be valid for at least six months. Make
sure the stamp in his passport has not expired. Then, he must obtain a visa,
either a nonimmigrant visa for a temporary stay, or an immigrant visa for
permanent residence. How long does he intend to stay in the U.S.?
Thomas Lalie: One or two weeks, perhaps.
Telephone operator: Then, your friend will need the non-immigrant visa which
allows him to travel to a Reefland port-of-entry. For example, an airport or land
border crossing. Immigration matters are the responsibility of the US
Department of Homeland Security. Only an immigration officer whose task is
checking visas and passports will permit him to enter the Reefland.
Thomas Lalie: Will my friend need to apply for a passport too?
Telephone operator: The Passport Services Office will provide him with
information about how to obtain a passport. Your friend will need to go in person
to one of the passport acceptance facilities located throughout Reefland, but he
can also apply for it online if he has had a previous passport.
Thomas Lalie: With regard to the new passport, will he need to take any
documents with him?
Telephone operator: Of course, two recent color passport-sized photographs
and a valid form of photo identification, such as a driver’s license.
Telephone operator: Has your friend ever been in Reefland? How long for?
Thomas Lalie: I am not sure about that. Anyway, where could he apply for the
visa document?
Telephone operator: He can apply for the electronic visa Application Form via
internet.

109
 Thomas Lalie: Can he mail in his visa application?
Telephone operator: I’m afraid not. Unless he is 14 or under, or 80 and
above, he must personally come to the Reefland Consulate General and make
an appointment for an interview and then…

Business Tip!

The Passport and Citizenship Unit is open to the public between 9:00 a.m. and
12:00 noon weekdays, except for Wednesdays and American holidays.

11.1.2. READING COMPREHENSION

► Are the following statements true or false?

1. If you want to know if a passport is still valid for traveling to the States, you have

to check if it’s valid for a year and the stamp is clearly impressed.
2. Martello di Mare needs a non-immigrant visa to do business.
3. In case Martello can’t pop down to the Passport Services Office, he can send
Thomas Lalie to get the passport.

11.1.3. READING COMPREHENSION

► Read the electronic application for a U.S. passport.

U.S Department of State OMB APPROVAL NO:1206-0003

PHOTO APPLICATION FOR A U.S. PASSPORT EXPIRATION DATE: 07/30/2006

ESTIMATED DATED: 85 Minutes

(see instructions Page 3)

WARNING: False statements made knowingly and willfully in passport applications, including affidavits or other
supporting documents submitted therewith, are punishable by fine and/or imprisonment under provisions of 18 USC
1001, and 18 USC 1542. Alteration or mutilation of a passport issued pursuant to this application is punishable by
fine and/or imprisonment under the provisions of 18 USC 1543. The use of a passport in violation of the restrictions
contained therein or of the passport regulations is punishable by fine and/or imprisonment under 18 USC 1544. All
statements and documents are subject to verification.

110
1. NAME OF APPLICANT

First Martello Middle Alberto Last Di Mare

Suffix (Jr,Sr,III) Senior 2. DATE OF BIRTH 14/04/68 3. SEX x M F

4. PLACE OF BIRTH Firenze 5.SOCIAL SECURITY NUMBER 86932542

6. ALIEN REGISTRATION No. 87596521 7.HEIGHT a. Feet 6 b. Inches 2
8.HAIR COLOR Brown 9.EYE COLOR Green 10.OCCUPATION Journalist
11. EMPLOYER New Times 12. EMAIL ADDRESS(Optional) [email protected]
13.MAILING ADDRESS

Street/RFD#OR Post Office Box Via dei Cordatori 67 Zip Code 10090
Apartment 14B City Firenze State Italy
Country(If outside the US) Italy In Care of (If applicable)

14. PERMANENT ADDRESS OR RESIDENCE (If same as mailing address write “Same as Above”)

Street /RFD#(DO NOT LIST P.O.BOX) same as above Zip Code

Apartment# City State

15.HOME TELEPHONE (Include Area Code) (+39)0554382111

16.BUSINESS TELEPHONE(Include Area Code) (+39)3258963212
17. HAVE YOU EVER APPLIED FOR OR BEEN ISSUED A U.S PASSPORT? x YES NO
If yes, complete the remaining items in blocks #17 and submit most recent passport was issued or date your applied.

Name in which your most recent passport was issued Martello Alberto Di Mare
Status of recent passport Submitted x Stolen Lost Other____________________

Most recent passport number 2543623549625

Approximate date your most recent U.S. passport was issued or date you applied One year
18. TRAVEL PLANS

Date of Trip (mm-dd-yyyy) 11/20/2006 Countries to be Visited U.S.A.

19. HAVE YOU EVER BEEN MARRIED? x YES NO Your spouse’s full name: Sofia Di Mare
20. WHAT OTHER NAMES HAVE YOU USED? (Include name changes, maiden name & former married

names) Martello Messina

21. PARENTAL INFORMATION

Mother’s Maiden Name: Last Messina First Sofia Middle Angelica

Father’s Name: Last Lombardi First Paolo Middle Martello
Is your mother a U.S. citizen? YES x NO Is your father a U.S. citizen? YES x NO

111
22. EMERGENCY CONTACT
Provide the information of a person not traveling with you to be contacted in the event of an emergency.

Name Thomas Lalie Street/RFD# Av Columbus

Apartment 1-99 City/State New York Zip Code 11433

Telephone 212-340-0849 Relationship Colleague

23. OATH & SIGNATURE. I declare under penalty that I am a United States citizen and have not, since acquiring
United State citizenship, performed any of the acts listed under ‘Acts or Conditions’ on this application form(unless
explanatory statement is attached). I solemnly swear (or affirm) that the statements made on this application are
true and correct and the photograph attached is a true likeness of me.

Martello Di Mare
Applicant’s Signature-age 14 and older

11.2. GRAMMAR REVIEW

REMEMBER

A defining relative clause gives essential information on how to identify the person or
thing we are talking about. Commas are not used in these sentences.

Ex: The man who I met yesterday told me about the online visa application.

A non-defining relative clause gives additional information, which are NOT essential to
the meaning of the sentence. Commas are used in these sentences.

Ex: The immigration officer, who is fifty years old, has worked all his life here.

112
 Relative Sentences
Typology:

DEFINING RELATIVE CLAUSES

Relative pronouns Examples

‘A nonimmigrant visa is given to someone who wishes to come

Who/that (subject)
temporarily to the United States for a specific purpose’.
Which/that (subject) ‘The stairs which lead to the Passport Office are rather slippery’
‘You should make sure that the travel agency (which) you deal
Which/that (object)
with is a member of ABTA’
‘The immigration officer (who/whom) I wanted to see was
Who/that/whom (object)
away on vacation’
‘Travelers whose U.S visas have expired will need to apply for a
Whose (possessive)
new one to travel abroad’.
+ Prepositions ‘Do you know the immigration officer who Thomas is talking to?’
Where (place) ‘I recently went back to the town where I was born’
Why (reason) ‘The reason why he refused to apply for the visa was obvious
‘I wanted to apply for an online passport but I didn’t know what
What (the thing that)
I should do first’

NON-DEFINING RELATIVE CLAUSES

Relative pronouns Examples

‘Applicants, who are advised to remain attentive during the

Who
entire process, are successful in getting a U.S. visa’
‘The Embassy, which is under security alert, has hired extra
Which/that
guards’

Contrasted view:

Defining relative clause Non-defining relative clause

‘Is that the man who wants to travel to the ‘I’ve just met Mr. Di Mare, who wants to
States?’ travel to the States’
‘The officer who you are looking for is out of ‘The officer, (who) we met yesterday, is
the office’ helping us with the passport application’
‘The man whose address you’ve asked for ‘The man, whose name I have forgotten,
has left the firm’ has left the firm’
‘The instructions, which were provided by
‘The instructions which come with this
the Passport Services Office, were
application are impossible to follow’
impossible to follow’

113
 11.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given.

Passport Overseas

Green Card Visa

Work permits are the everyday headache of many people. There are many chances of

finding a job before you visit a country, but you may be asked to have a

_______________ first. Taking into consideration that many employers will not hire

you if you do not have one yet, you will find yourself in a deadlock. A mere

_______________ will not serve you as a gateway, especially if you plan to travel

_______________.

There are other ways of getting a visa though. Some websites offer online contests in

which winners are awarded a _______________, which entitles you to work

temporarily in the States. The conditions of these contests are rather obscure.

114
 EXERCISE

► Match the following words to form expressions:

1) Duty a) papers

2) Customs b) check

3) Entry c) clearance

4)Hand d) border

5) Identification e) visa

6) Territorial f) luggage

7) Border g) free

Business Tip!

Every visitor older than 21 years may bring in 1 liter of wine or hard liquor, 200
cigarettes, 100 cigars (but not from Cuba) or 3 pounds of smoking tobacco and $ 100
worth of gifts all free of duty. Foreign tourists may bring in or take out up to $
10,000 in U.S. or foreign currency with no formalities. Larger sums must be declared
to U.S. Customs on entering or leaving.

EXERCISE

► Choose the right relative pronoun in the following sentences:

1. I’ve just met Martello, [who/whom/which] wants to travel to the States.

2. The man [who/whose/whom] address you’re asked for has left the firm
3. The man, [whose/which/whom] name I have forgotten, has left the firm.
4. The instructions [who/whom/which] come with this application are impossible to
follow.

115
 11.4. PHONETICS LAB

► ‘Sounds and spelling’

There are words in which the phonemic sounds are exactly the same as the spelling:
bed /bed/, but there are others words whose phonemic sounds are completely

different from their spellings: chair /tʃeə/ or English /'ɪɳglɪʃ/.

The English language consists of 44 sounds but there are only 26 letters in the
English alphabet. This means that the numbers of sounds in a word is not always the
same as the numbers of letters. The phonemic symbols say exactly how many
sounds they have.

11.5. BREAK TIME!

► Take a look at the following tips and find the words in the crossword.

1. It’s crucial in documents validity. It normally shows agreement. It’s always written in

the same way. ____________________.

2. He/she can look inside your bags at customs. _____________________.

3. The person who formally requests something, for example, in official documents.

_________________

4. Foreigners will be given permission to live and work in the US with this.

________________________.

5. Whenever you need to travel to a foreign country, you’ll always be protected by this

diplomatic corps elected by your government. _______________________.

116
D T F H A L L O N R E
C O N S U L A T E O M
V R N A T E Y O B D D
I D A O C V U U B A R
S E N T R I Q R O B A
U R D A T A L I J U C
C I S G S E M P B S N
A R D R W H A T P S E
S I G N A T U R E A E
B O F F I C E R F C R
H O C O L L E A G U G

117
UNIT 12: ‘AIRPORT LIFE’

12.1. GETTING STARTED!

12.1.1. Dialogue

Julie Mackerel: Hey Thomas! What a surprise! What are you doing here?
Thomas Lalie: Business travels. You know, I am always on the move.
Julie Mackerel: I see. This is Matthew Crab, Research and Development
manager. I think you don’t know each other. This is Mr. Lalie; he gave us a hand
with our dealings with Prawny World.
Thomas Lalie: It’s a pleasure.
Matthew Crab: The pleasure is mine. Julie spoke well about you.
Thomas Lalie: She is lovely, isn’t she? Where are you going anyway?
Julie Mackerel: Well, right now we were just trying to rent a car. We don’t want
to depend on the metro or cabs when we get to our destination.
Thomas Lalie: Cool! What a coincidence! I got an ‘all included’ offer at a very
low price, because I booked well in advance. Look, I have my confirmation here.
Matthew Crab: That’s a good deal! Does that company have a desk in the
airport?
Thomas Lalie: They do, but you can only process bookings via the internet.
Julie Mackerel: No worries, we can still use the café’s wireless connection to
place a regular booking. I have my laptop with me. You may join us if you want,
Thomas.
Matthew Crab: There’s a coffee shop in the departure lounge. I just hope it’s
not very busy.
Thomas Lalie: Yeah! Everything is packed in True York. My trip to Reefland will
be like a holiday.
Julie Mackerel: Is that where you are going? We are going there too.
Thomas Lalie: Really? Well, Mr. Haddock needed my negotiating skills again.
They want to invest some capital in a new fast-food franchise. We will meet its
managing team in a neutral site, in Reefland.
Matthew Crab: […] Outstanding…err… How interesting is that?
Julie Mackerel: What’s the franchise’s name Thomas?
Thomas Lalie: He wouldn’t say. He sent me my boarding passes and travel
itineraries by email…that’s it, I have no details at all.
Julie Mackerel: Oh Gosh!

119
 Business Tip!
With an increasing urge to use the internet everywhere at any time, some
international coffee shop franchises offer complimentary wireless connection to their
customers. It is easy to find a ‘Hot Spot’ anywhere at your airport, and start surfing.

This is an advantage, since some online companies will not process any bookings
through their desks. Although it may seem awkward to you, for marketing reasons
there is a very strict policy only to accept e-vouchers and boarding passes

12.1.2. READING COMPREHENSION

► Are the following statements true or false?

1. Julie, Thomas and Martello had an appointment at the airport.

2. Julie is travelling to Trueyork to attend a meeting.

3. They all have one stop scheduled for their flight.
4. Thomas got a very good offer because he booked early.
5. Julie regrets having definitely missed her opportunity to rent a car in
advance.

120
 12.1.3. READING COMPREHENSION

► Read through the following CH&S Airlines document.

‘Worldwide
CS&HAN Reliability F24251B 7894584
11DEC06
76XG74 HS0911
Canned Sardines & Herrings Airlines Warrantee’
n/a n/a 30F 14 30F W
FIRST CLASS BUSINESS CLASS SEAT ECONOMY CLASS SEAT BOARDING GATE SEAT NUMBER DESCRIPTION
SEAT

HS0911 K 11DEC06 (LNS) Lancaster 08:25 n/a

FLIGHT/DATE DESTINATION BOARDING TIME CONNECTION

Boarding Pass CS&HAN

Canned Sardines & Herrings Airlines
(printable version) OPERATED BY

PASSENGER’S NAME PASSENGER’S NAME

CRAB / MATTHEW MR. CRAB / MATTHEW MR.

See reverse side for important check-in information. Please present yourself thirty minutes prior to
departure at your boarding gate.

121
 12.2. GRAMMAR REVIEW

► Reported Speech. Reported speech is the action of uttering someone else’s

words. We usually repeat someone else’s speech in the past tense.

The Backshift

DIRECT SPEECH REPORTED SPEECH

‘Speaker ‘A’ speaks’ ‘Speaker ‘B’ says what ‘A’ told’

present simple past simple

‘It is a good deal’ He said it was a good deal.

present continuous past continuous

‘I am not accepting this’ He said he wasn’t accepting that.

past simple past perfect

‘This car was a bargain’ He said that car had been a bargain.

past continuous past perfect continuous

‘I was trying to book online’ He said he had been trying to book online.

present perfect past perfect

‘I have never been to Reefland’ He said he had never been to Reefland.

future: will/shall would/should

‘We will have a great time!’ He said we would have a great time.

future: going to was/were going to

‘I am going to be there too’ He said he was going to be there too.

*Also note the shift in other deictic words with references to specific situations. For
instance, determiners; from ‘this’ in direct speech, to ‘that’ in indirect speech:
‘I am not accepting this’ / He said he wasn’t accepting that.

122
 The backshift with modals

DIRECT SPEECH REPORTED SPEECH

can could

‘I can’t stand this situation’ She said she couldn’t stand that situation.

may might

‘You may sit with me’ She said they might sit with her.

should should

‘He shouldn’t smoke in there’ She said he shouldn’t smoke in there.

ought to ought to

‘This trip ought to succeed’ She said that trip ought to succeed.

must must / had to

‘I must follow his directions’ She said she must follow his directions.
She said she had to follow his directions.

12.3. SKILLS PRACTICE

EXERCISE

► Fill in the gaps with the words given

Departures ATM

Duty Free Lounge

Baggage claim Connecting

Passport Control Bureau de Change

It is calculated that a businessman who travels regularly by plane may spend at least two

years of his life spent at airports around the world. Airport operators know this, so they do

their best to transform these vast buildings into huge shopping malls. It all starts when a

passenger leaves _______________ and goes through _______________. After that there

are innumerable stores which sell _______________ products. ‘25% off high street prices

123
guaranteed’, they use to proclaim. Just in case you run out of cash, it is easy to find an

_______________ nearby. If you don’t really need to spend any unused currencies, you can

pop down to the _______________, where the most competitive commissions are offered.

Another world awaits you upon arrival. First, you will be directed to a big _______________

where your luggage may be picked up. This is what we call the _______________ area. You

don’t have to do this if you have a _______________ flight scheduled.

EXERCISE

► Write the following verbs in the correct form. Beware of direct or indirect
speech.

a) ‘It is a pity you could not come yesterday’.

− She said it _______________ a pity he was not able to go that day.
b) ‘You should not be here’.
− The manager said he _______________ be there.
c) ‘He is not doing a good job’.
− Martha thought he _______________ a good job.
d) ‘They were getting lots of benefits’.
− The president stated they _______________ lots of benefits.
e) ‘In situations like this, you ought to stay calm’.
− He said I _______________ stay calm in such situations.
f) ‘I don’t understand why it is so difficult’.
− She said she _______________ why it was so difficult.
g) ‘You must respect the regulations’.
− He said I _______________ respect the regulations.
h) ‘This will be a lovely flight’.
− The flight attendant said it _______________ a lovely flight.

124
 12.4. PHONETICS LAB

►Select the correct answer.

Airport Organization

Recording: ‘Ladies and gentlemen, [should / may / do] I have your attention please?
You are advised to follow the inspectors’ instructions when [attending / arriving /
heading to] the hand-baggage check. We remind you that any kind of liquid is prohibited
now on all flights, [unless / because / if only] carried in quantities inferior to 100ml, and
kept [ visible / at view / visibly ] inside a plastic bag…’
Recording: ‘…please [do you have / have / had] your passports ready for inspection at
all times, opened by their photo-page. In order not to obstruct the [ line / waiting / pass
], you are advised to empty your pockets of coins, cell phones, keys and any other metal
objects you may carry, on the [ shelves / trays / leaves ] provided…’
Recording: ‘…please make sure you take laptops and other electronic [equipment /
engines / motors] out of their cases for inspection…’
Recording: ‘…please keep your personal [properties / data / belongings] under control
at all times. Any unidentified piece of baggage [will be / would be / is] immediately
removed and destroyed.’

EXERCISE

► ‘Cabin Crew Jargon’ Beware the extended use of fillers!

Listen to the text and fill in the gaps

Good evening ladies and gentlemen, this is your __________speaking.

__________of the cabin crew, let me welcome you aboard CH&SA flight _______ to

Reefland, with continuing service to Sirenscity. We should be arriving in Lancaster at

__________, which is ahead of schedule, depending on_____________. We have

just hit our ________ altitude of _______ feet. Seat-belt lights have been

125
 _____________, so feel free to move around the _________. Outside temperature

is ______________ and air pressure is dropping right now. However, we recommend

you remain seated for safety reasons, with your _____________fastened. Enjoy your

flight!

Business Tip!

Captains use to tell jokes sometimes while addressing passengers. They use a very
typical jargon, and sometimes it may appear they are reading a pre-written text. One
of the most common introduction formulae is ‘This is your captain speaking’. Others,
they abbreviate saying ‘Your captain speaking’. But the most funny one is when they
simple add ‘YCS’ (pronounced [jks]).

12.5. BREAK TIME!

► Uncover the secret word.

10

11 12

1 9

6 8

2 4 5

126
VERTICALS

1. Mechanical staircase designed for carrying passengers.

2. Large public area designed for waiting or resting.
3. A person who is carried by a means of transport.
4. Banking device used to dispense money to customers automatically.
5. To move (airplanes) over a flat surface.
6. Articulated walkway which connects planes with terminal buildings.
7. Counter at which a specific job is performed.
8. Storage facilities to keep goods at an airport.
9. Portable computer.
10. Airport area where passengers of leaving flights meet to go on board planes.
11. Extremity of an airport in which planes park to allow passengers in.
12. That which is filled to its maximum capacity; busy.

127
 Glossary

129
 WORD
AND
TRANSLATION DEFINITION
PHONETICS
À la carte Dishes of food distributed on a menu chart, all
A la carta
[ˌɑ lə ˈkɑrt] of which can be ordered separately.

Ad Hoc (adj) Eventual, (from Latin) Especially designed for a particular

[æd ˈhɒk] especial or eventual occasion.

1.Dirección (n) 1. Place of residence of a person, institution

Address
2.Dirigirse a, or company.
[əˈdrɛs]
aludir a (v) 2. To direct a message to someone.
Addressee (n) Person or entity to whom a message is directed
Destinatario
[ˌæd rɛˈsi] to.

Adjourn (v) To postpone a meeting, a formal date, an

Postponer
[əˈdʒɜrn] interview…

Adjournment (n) Posposición,

The act of postponing an event.
[əˈdʒɜrn mənt] atraso

Affidavit (n) Declaración A written statement upon oath used as proof in

[æfə'deɪvɪt] jurada a court of law.

Afford (v)
Permitirse To be able to stand affront a situation or cost.
[əˈfɔrd]
Agenda (n) The compound of matters to be dealt with in a
Orden del día
[əˈdʒɛn də] meeting.

Allowance (n)
Asignación Permitted or assigned quantity of something.
[əˈlaʊ əns]
Amendment (n) The act of changing, fixing or improving
Enmienda
[əˈmɛnd mənt] something.

Apologies (n)
Disculpas Expression of lament for something.
[əˈpɒl ə dʒiz]
Appealing (adj)
Atractivo Attracting. That which produces evocation.
[ˈpi lɪŋ]
Arrivals (n) Airport area where passengers of arriving
Llegadas
[əˈraɪ vəlz] planes congregate.

‘Automatic Teller Machine’; banking device

ATM (n) Cajero
used to dispense money to customers
[eɪtiˈɛm] automático
automatically.

131
Attach (v) To add documents, images, files or other data
Adjuntar
[əˈtætʃ] to another document, letter or email.

Attend (v)
Asistir To be present at a place.
[əˈtɛnd]
Attendee (n)
Asistente A person who attends a committee, meeting…
[ə tɛnˈdi:]
Available (adj)
Libre, disponible Not busy, free to talk to you.
[ə'veɪləbəl]
Baggage (n) Pieces of luggage, suitcases, bags… on a
Equipaje, bagaje
[ˈbæg ɪdʒ] journey.

Balance (n) The amount of money available in a bank

Saldo
['bæləns] account.

Bank account (n) An arrangement with a bank that allows the

Cuenta bancaria
[bænkə'kaʊnt] customer to put in and take out money.

Formato
Banner (n)
publicitario en An advertisement that appears on a Web site.
['bænəʳ]
internet
(v) 1. To negotiate the conditions of an
agreement, sale, etc.
Bargain 1. Negociar
(n) 2. An agreement between two people or
['bɑ:gɪn] 2. Trato, pacto
groups to do something in exchange for
something else.
(n) 1. Tthe act of presenting a candidateship
Bid 1.Candidatura,
for something.
[bɪd] oferta
2. The act of making an offer.
Bill (n) Piece of paper showing money owed for
Factura, recibo
[bɪl] services supplied.

Board (n)
The group of people in a company who is
[bɔ:d] BrE Junta,consejo responsible for making rules and important

[bɔ:rd] AmE decisions.

Board (v) To go on a transport, usually a plane, train or

Embarcar
[bɔrd] boat.

Bond (n) A receipt of ownership over a part or piece of

Bono
[bɒnd] an organization or financial institution.

132
Book 1. Libro (n) 1. Printed work with covers and pages.
[bʊk] 2. Reservar (v) 2. To make a reservation.

(n) 1. A period of sudden economic growth in

1.Prosperidad
Boom
business activity.
repentina
[bu:m] (v) 2. To increase in importance, to be
2.Estar en auge
successful.
Border (n) The line that divides one country, state,
Frontera
['bɔ:də] province from another.

Borrower (n)
Person or organization which borrows money.
['bɒrəʊə] BrE Prestatario,-a

['ba:roʊə] AmE
Bottom-line (n) Resultado final, The total profit or loss in the finances of a
['bɒtəmlaɪn] balance company.

A place or institution where brokers can

Bourse (n) perform their dealings.
Bolsa
[bʊrs]

Branch (n) Physical division of a business to greaten its

Sucursal
[bræntʃ] services.

Brand name (n) Nombre The word, name or symbol registered as a

[brændneɪm] comercial, marca trademark which identifies a particular product.

Brand-new (adj) Completely new and not yet used.

Flamante
[brænd'njʊ:]

Breakdown (n) Classification into parts; division of something

Desglose
[ˈbreɪkˌdaʊn] following a criterion.

Broadcast (v)
Retransmitir To transmit an event in the radio or television.
[ˈbrɔdˌkæst]
Brochure (n) Small booklet which contains information about
Folleto
['brəʊʃə] a company or product.

Budget (n) Final or incoming expenses and costs of a

Presupuesto
[ˈbʌdʒ ɪt] transaction or project.

Bulk mail (n) Correo masivo, Kind of commercial mail, designed to distribute
[ˈbʌlkˌmeɪl] buzoneo propaganda or promotions.

133
Bureau de
Change Oficina de
Office where currencies are exchanged.
(from French) cambio
[bü roʊdə ˈʃɑ̃ʒ]
Busy (adj) Ocupado,-a
Not immediately free or accessible.
['bɪzɪ]
Buyer(n) Someone whose job is to decide and buy the
Comprador,-ora
['baɪə] goods for a company.

Cab (n) A private car which charges for taking

Taxi
[kæb] passengers and luggage (taxi).

Cabin (n) Cabina (de un Space reserved for passengers, crew and pilots
[ˈkæb ɪn] avión) in a plane.

Call back (v)

Devolver la
[kɔ:lbæk] To phone someone again.
llamada

(n) 1. A particular series of business or political

1.Campaña actions which are intended to achieve a
Campaign
2.Hacer una particular aim.
[kæm'peɪn]
campaña (v) 2. To take part or organize activities to
achieve a particular result.
Candidate (n)
Candidato,-a A person who is being considered to get a job.
['kændɪdeɪt]
Capital (n) The amount of wealth which is owned by a
Capital
[ˈkæp ɪ tl] company or individual.

Transportista,
Carrier (n) aerolínea, Company which aims to transport people or
[ˈkær i ər] operador de goods for money.
vuelos
1.Dinero en
Cash efectivo (n) 1. Money in the form of coins or notes.
[kæ ʃ] 2.Cobrar un (v) 2. To obtain cash for a check.
cheque
Catchy (adj) Pegadizo,
Addictive, inevitably remembered.
[‘kætʃ i] atrayente

Certify(v) Compulsar(un To confirm formally as true the copy of a

['sɜ:tɪfaɪ] documento) document.

134
 (n) 1. A seat for a single person.
1.Silla
Chair (v) 2. To take a seat on a place.
2.Sentarse
[tʃɛər] (v) 3. To preside a meeting or an organization.
3.Presidir

(v) 1. To ask someone an amount of money for

Charge 1.Cobrar a service or activity.
[tʃɑ:dʒ] 2.Comisión (n) 2. The amount of money you have to pay
for a service or activity.
A standard printed form which is used instead
Check (n)
Cheque of money to make payments.
[tʃek]

Check-in (n) Facturación, The act of registering luggage for a flight; to

[ˈtʃɛkˌɪn] embarque sign in a hotel or job position.

Chunk (n)
Trozo, filete Vast piece or lump.
[tʃʌŋk]
Citizenship(n) The status of belonging to a particular country.
Ciudadanía
['sɪtɪzənʃɪp]
Collection (n)
Recaudación Amount of money or goods collected.
[kəˈlɛk ʃən]
Competitor (n)
Competencia Rival, opponent… usually of another company.
[kəmˈpɛtɪ tər]
The act of showing disagreement about a
Complaint (n)
Queja service provided, usually demanding
[kəmˈpleɪnt]
compensations in return.
Complimentary
(adj)
Gratis, de
Free, offered by courtesy of somebody.
[ˌkɒm pləˈmɛn tə cortesía

ri]
Compromise (n) An agreement which is achieved between two
Acuerdo
['ka:mprəmaɪz] sides with different opinions.

Concession (n) The act of ending a point or fact in an

Concesión
[kən'seʃən] argument.

Consensus (n)
Consenso An opinion which everyone in a group accepts.
[kən'sensəs]

Consular(adj) Relating to a consulate.

Consular
['kɑ:ntsjələ]

135
Consulate(n) The office or jurisdiction of a consul.
Consulado
['kɒnsjʊlɪt]
Consultant (n) A person whose job is to give professional
Asesor,-ora
[kən'sʌltənt] advice on a particular subject.

Detachable piece of paper which enables the

Coupon (n)
Cupón owner to obtain benefits, free gifts,
[ˈku pɒn]
promotions…
Crouton (n) Small fried dices of bread served to accompany
Picatoste
[ˈkru tɒn] food.

Customer (n) A person who buys goods or a service from

Cliente
['kʌstəmə] another.

Customs(n) The place where goods and baggage are

Aduana
['kʌstəmz] examined on entering a country.

Deadlock (n) Punto muerto(en A situation or state in which agreement in a

['dedla:k] un acuerdo, etc.) dispute cannot be reached.

Money which is owed to a person or

Debt (n)
Deuda organization.
[det]

Default (n) Incumplimiento, Failure to comply with a financial or legal

[dɪˈfɔlt] impago obligation.

Deficit (n) When the total amount of money spent is

Déficit
['defɪsɪt] bigger than the money received.

Degree (n) Academic title given to a student who has

Titulo
[dɪ'grɪ:] completed a course at a college or university.

Delay (v)
Retraso To extend or retard the duration of something.
[dɪˈleɪ]
Depart (v)
Salir de To leave a place.
[dɪˈpɑrt]
1.Departamento 1. Section within an institution, building,
Department (n)
2.Ministerio company.
[dɪˈpɑrt mənt]
(Americano) 2. Area of work of the USA’s government.
Departures (n) Airport area where passengers of leaving flights
Salidas
[dɪˈpɑr tʃərs] meet to go on board planes.

Desk (n) Piece of furniture in the form of a counter at

Mostrador
[dɛsk] which a specific job is performed.

136
 To pay out money, usually from a large sum
Disburse (v)
Desembolsar that is collected for a special purpose.
[dɪs'bɜ:s]

Disclaimer(n) Exención de A formal statement or document saying that

[dɪs'kleɪməʳ] responsabilidad you are not responsible for something.

Display (v) Exponer,

To show or arrange something to people.
[dɪ'spleɪ] mostrar

Disrupt (v) To prevent a system or process from continuing

Interrumpir
[dɪs'rʌpt] in its usual way.

Doubtful (adj) Dudoso, poco

Of little credibility.
[ˈdaʊt fəl] fiable

Dressing (n)
Salsa, aderezo A kind of sauce for food.
[ˈdrɛs ɪŋ]
The use of communication technologies to
E-commerce (n) Negocio por
transmit business information and transact
[ɪ:'kɑ:mɜ:s] internet
business.
En-suite (adj)
Con baño (from French) Type of accommodation which
from French:
(habitación) includes bathroom facilities within the room.
[ɑ̃ ˈswit]
Negocio,
Enterprise (n) 1. Company, commercial firm.
compañía,
[ˈɛn tərpraɪz] 2. The act of proposing an undertaking.
empresa
Entrepeneur (n) Emprendedor,- A person who starts their own business, often
[ɑ:ntrəprə'nɜ:] ora involving financial risks.

Escalator (n) Escalera A mechanical staircase designed for carrying

[ˈɛs kəˌleɪ tər] mecánica passengers up and down.

Exhibition (n) A collection of products shown to a public.

Exposición
[eksɪ'bɪʃən]
When an official document cannot longer
Expire (v) Caducar (un
legally used.
[ɪk'spaɪə] documento)

FAQ
‘Frequently asked questions’; common section
Preguntas
[fæk] or of a webpage or instructions book with the
frecuentes
[ˈɛfˈeɪˈkyu] most typical shortcomings.

137
Fare (n) The price paid to go on any means of
Tarifa
[fɛər] transportation.

Feasibility (n)
Viable, factible Possible to be done.
[ˈfi zə bɪlɪti]
An amount of money paid for professional
Fee (n)
Honorarios services.
[fɪ:]

1. Articulated extremity of the hand.

Finger (n) 1.Dedo
2. Articulated walkways which connect planes
[ˈfɪŋ gər] 2.Finger
with terminal buildings.
(n) 1. Natural or artificial combustion producing
Fire 1.Fuego heat and light.
[faɪə] 2.Despedir (v) 2. The act of dismissing someone from
his/her position or job.
Flyer (n) (also ‘Flier’) Pamphlet of propaganda
Folleto
[ˈflaɪ ər] distributed hand to hand in the streets.

Folder (n) Sheet of cardboard designed to store files and

Carpeta
[ˈfoʊl dər] documents.

Forecast (v) Pronosticar, To predict what you expect to happen in the

['fɔ:kæst] prever future based on the information you have now.

(adv) 1. Onwards movement or direction.

Forward 1.Hacia adelante
(v) 2. To re-send or transmit mail, especially in
[ˈfɔr wərd] 2.Reenviar
the internet context.
Found (v) To start a company or an organization by
Fundar
[faʊnd] providing the necessary money.

Franchise (n) A contract which enables a company to use the

Franquicia
[ˈfræn tʃaɪz] production rights of another.

Franchisee (n) A person to whom a franchise is sold.

Franquiciado/-a
[fræntʃaɪ'zɪ:]
Franchisor (n) Franquiciador/-
A person who sells a franchise.
['fræntʃaɪzə] ora

Get down to (v) Ir directamente To concentrate your efforts and attention on a

[getdaʊntu:] a un asunto particular issue.

Gosh (int) ¡Vaya!, ¡Dios (interjection; used to show surprise or

[gɒʃ] mío! disbelief)

138
Guarantee (n) A formal written promise that something will be
Garantía
[gærən'tɪ:] done.

Guarantor (n)
Avalista, fiador Somebody who pays a debt.
[gærən'tɔ:]
Haggle (v) To argue about the price of something.
Regatear
['hægəl]

Hand Out (v) Entregar, dar (a

To distribute or deliver in hand.
[hændaʊt] mano)

Herring (n)
Arenque A north Atlantic fish, delicious for eating.
[ˈhɛr ɪŋ]
A system of organization in which people or
Hierarchy (n)
Jerarquía things are arranged according to their level of
['haɪrɑ:kɪ]
importance.
Hire (v) To pay a sum of money for a temporary use of
Alquilar
[haɪər] a flat, house, car…

Hit (n) ‘Visita’ a una

A Website 'visit' from a site visitor.
[hɪt] página web

Hold on (v)
Esperar To wait for a short period of time.
[hoʊldɒn] AmE
Hostile Bid (n) The act of attempting to take over a business
OPA hostil
[ˈhɒs tl bɪd] offering a good deal to its shareholders.

Bandeja de
Inbox (n) Kind of tray to organize incoming mail; folder
entrada, correo
[ˈɪnˌbɒks] of incoming messages within an email account.
entrante
Installment (n) The regular periodic payment that a borrower
Plazo
[ɪn'stɔ:lmənt] agrees to make to a lender.

Insurance (n) The act of insuring people, properties,

Póliza de seguro
[ɪnˈʃʊr əns] belongings… against loss, damage or harm.

Interest (n) The money which you must pay for borrowing
Interés
['ɪntrɪst] money.

Interviewee (n) The person who answers the questions in an

Entrevistado,-a
['ɪntəvju:] interview.

Interviewer (n) Entrevistador,- The person who asks the questions in an

['ɪntəvjʊ:əʳ] ora interview.

139
Introduce (v)
Presentar To present one person to another.
[ˌɪn trəˈdjus]
Investment (n) Economic expenditure which aims to be
Inversión
[ɪnˈvɛst mənt] regained in the future.

Investor (n) Someone who puts money in a company or

Inversor,-ora
[ɪn'vestə] business for future benefits.

A bill which shows a list of services provided or

Invoice (n) Factura
goods sold together with their cost.
['ɪnvɔɪs]

Issue (n)
Tema, cuestión A subject or problem to deal with.
['ɪʃjʊ:]
Juicy (adj)
Jugoso Plenty of juice; rich in something.
[ˈdʒu si]
Laptop (n) Ordenador
Portable battery-operated computer.
[ˈlæpˌtɒp] portátil

Lanzar To make or introduce something new such as a

Launch (v)
(campaña,produ product, a book, etc to be sold for the first
[la:ntʃ]
cto) time.
Leaflet (n) A small free booklet which contains information
Folleto
[ˈlif lɪt] to be distributed in hand.

Leasing (n)
Contrata Contract between two parts
[lisɪŋ]
Left-luggage (n)
Consigna Storage facilities at an airport to keep goods.
[lɛftˈlʌg ɪdʒ]
Lender (n)
Prestamista A person who lends money.
['lendə]
Lessen (v)
Recortar, reducir To make smaller, to reduce.
[ˈlɛs ən]
Liability (n)
Responsabilidad Obligation of payment with somebody.
[ˌlaɪ əˈbɪl ɪ ti]
Liable (adj) Responsable
Legally binding or responsible.
[ˈlaɪəbəl] legal

To communicate for establishing and

Liaise (v) Ponerse en
maintaining mutual understanding and
[lɪ'eɪz] contacto
cooperation.

140
License (n) Official document which gives you permission
Licencia
['laɪsəns] to sell or use a product.

Loan (n) Préstamo, Amount of money which you borrow from a

[ləʊn] crédito bank.

Logistics (n) Section of a business or organization in charge

Logística
[loʊˈdʒɪs tɪks] of maintenance works, deliveries and supplies.

The official symbol of a company or

Logo(n)
Logotipo organization.
['ləʊgəʊ]

Loss (n)
Pérdida Sudden lack of something.
[ˈlɔs]
Loss leader (n) Producto estrella Best seller of a company; product which is sold
[lɔsˈli dər] o de reclamo easily.

Repository area within an airport where lost

Lost & Found (n)
Objetos perdidos objects are kept until their owners reclaim
[ˈlɔstənˈfaʊnd]
them.
Lounge (n) Large public area designed for waiting of
Sala, salón
[laʊndʒ] having a rest.

Low-cost (adj) That which may be purchased at a reduced

Bajo coste
[ˈloʊˈkɔst] rate.

Lower (v)
Bajar el precio To reduce something in degree, amount, etc.
['ləʊə]
Luggage (n)
Equipaje Piece of baggage.
[ˈlʌg ɪdʒ]
Maiden name (n) Apellido de
A woman’s family name before she is married.
['meɪdəneɪm] soltera

Manage (v) Dirigir, To organize and control a business or

['mænɪdʒ] administrar department.

1. The way of organizing and controlling a

Management(n) Gestión company.
['mænɪdʒmənt] Dirección 2. People who are in charge of organizing a
company.
Match (v) Igualar,
To be equal to, to pair up.
[mætʃ] emparejar

141
Meeting (n) Formal encounter between different people to
Reunión
[ˈmi tɪŋ] deal with common matters.

Merchandising The way in which a company sell their

(n) Comercialización products.
['mɜ:tʃəndaɪzɪɳ]
The result of the combination between two or
Merger (n) Fusión
more companies to conform a final single
[ˈmɜr dʒər] empresarial
corporation.
Written records of a meeting.
Minutes (n)
Minutas
[ˈmɪn ɪts]

Mislead (v) To make someone believe something is not

Engañar
[mɪs'lɪ:d] true.

Mortgage (n) A legal arrangement by which you borrow

Hipoteca
['mɔ:gɪdʒ] money from a bank to buy a house or property.

Muffin (n) Kind of soft pastry made from yeast dough,

Magdalena
[ˈmʌf ɪn] baked and stuffed with fruit or chocolates.

An informative periodical report on a business,

Newsletter (n) Boletín
enterprise, organization or the kind, with the
[ˈnuzˌlɛt ər] informativo
latest updates on the matter.
Oath(n) A solemn and formal declaration to fulfill.
Juramento
[əʊɵ] (pl [əʊðz])
(n) 1. A proposal, suggestion or bid which is
Offer 1. Oferta offered.
['ɑ:fə] 2. Ofrecer (v) 2. To ask somebody if they would like to
have or do something.
Operator (n) A person who operates a particular business.
Agente
['ɒpəreɪtə]
(v) 1. To command, to mandate, to request
Order Encargar
from someone.
[ˈɔr dər] Encargo
(n) 2. Command, request.
Outcome (n) Benefit or product obtained from a process or
Beneficio
[ˈaʊtˌkʌm] transaction.

A shop or store through which products are

Outlet (n)
Punto de venta sold.
['aʊtlet]

142
Outstanding
1.Sorprendente 1. Incredible, prominent or unexpected.
(adj)
2.Restante 2. That which remains unfinished or unsettled.
[ˌaʊtˈstæn dɪŋ]
Overseas(adv) En el extranjero, Abroad. In, from or to other countries.
[əʊvə'sɪ:z] al extranjero

Oversee(v) To control and organize a job to make sure that

Supervisar
[oʊvər'sɪ:] AmE is done satisfactorily.

Packed (adj) Repleto, a That which is filled to its maximum capacity;

[pækt] rebosar busy.

Parental(adj) Of, relating to, or characteristic of a parent.

Paternal
[pə'rentəl]
-Compañero, (n) A person who works hand to hand with
Partner
socio another.
[ˈpɑrt nər]
- Asociarse (v) To associate with another.
Passenger A person who is carried on a means of
Pasajero
[ˈpæs ən dʒər] transport.

Payment (n) An amount of money exchanged for goods or

Pago
['peɪmənt] services.

Personal 1. The people who work in a company.

Personnel(n)
Recursos 2. The department of a company responsible
[pɜrsə'nel]
Humanos for meeting the needs of employees.
Policy (n) Póliza, política A way of acting proper of an enterprise,
[ˈpɒl ə si] (de empresa) organization or group of people.

Postage (n) The cost of sending packages, letters, etc by

Franqueo
['pəʊstɪdʒ] mail.

Prediction(n) Pronóstico, A statement about what you think is going to

[prɪ'dɪkʃən] predicción happen in the future.

Proceedings (n)
Actas Written records of a big event or congress.
[prəˈsi dɪŋz]
Profit (n) Benefit obtained from a transaction or
Beneficio
[ˈprɒf ɪt] monetary operation.

Promote (v) To foster or encourage the sales of a company

Promocionar
[prəˈmoʊt] by means of marketing or campaigns.

143
Pursuant(adv)
(Formal or legal) Según According to.
[pə'sjʊənt]
Put through (v) Pasar a alguien
To connect a person to another on the phone.
[pʊt ɵrʊ:] al teléfono

Quota (n)
Cuota, parte A proportional part of a fixed quantity.
['kwəʊtə]
Raise (v) To breed, care for or grow; to increase a
Criar, aumentar
[reɪz] number or amount.

Rate An amount that is set according to a standard

Índice, tasa, tipo
[reɪt] scale.

Record (n)
Archivo (n) The collection of all the registered
[ˈrɛk ərd] information of a company or organization.

Record (v)
Grabar (v) To set down information for its conservation
[ rɪˈkɔrd]
in an archive.

Recruit (v) To engage in finding new people to work in a

Contratar
[rɪ'krʊ:t] company.

Recruitment (n)
Contratación The process or act of recruiting.
[rɪ'krʊ:tmənt]

Redirect (v) To forward the direction of something towards

Redireccionar
[ˌri daɪˈrɛkt] another destination.

Refund Reembolso (n) 1. Amount of money which is given back.

['rɪ:fʌnd] Reembolsar (v) 2.To give money back.

Refundable(adj)
Reembolsable Money to be paid back to you.
[rɪ'fʌndəbəl]
Report (n) An account about an event, meeting, reunion…
Informe
[rɪˈpɔrt]
ROH (acr)
De la casa ‘Run of the House’. Specialty, loss leader.
[ɑr oʊ eɪtʃ]
Routing (n) Seguimiento, The action of establishing a schedule for
[ˈru tɪŋ] trazado delivery, payment or realization.

144
Salary (n) Agreed payment to a person in return for
Sueldo, salario
[ˈsæl ə ri] regular work.

(v) 1. To make arrangements or plans for the

Schedule 1. Planificar
future in a formal way.
[ˈskɛdʒ ul] 2. Plan
(n) 2. Plan of action; arrangement.

Sender (n)
Remitente Addresser of a message.
[ˈsɛn dər]
Settle (v) To reach an agreement; to assure, to establish
Resolver, asentar
[ˈsɛt l] terms

(n) 1. Economic participation in a company.

Share 1. Acción
(v) 2. To take advantage of something among
[ʃɛər] 2. Compartir
different people.
A person who invests money in a company,
Shareholder (n) keeping shares as a proprietor.
Accionista
[ˈʃɛərˌhoʊl dər]

Sightseeing (n)
Turismo The act of visiting places for tourism.
[ˈsaɪtˌsi ɪŋ]
Signature (n) Your name written by yourself to show that
Firma
['sɪgnɪtʃə] something has been agreed by you.

The ability, knowledge, practice or aptitude to

Skill (n) Habilidad,
do a job or activity well.
[skɪl] destreza

Snail mail (n) Correo (jargon) Ordinary mail delivered by a

[sneɪlˌmeɪl] convencional postman.

Junk and undesired mailing in the internet,

Spam (n) Correo basura o
often used indiscriminately for commercial
[spæm] no deseado
purposes.
Staff (n)
Personal Group of employees of a company.
[stæf] AmE
Staff (n) Personal, Group of people who work for a company.
[stɑ:f] plantilla

Statement (n) Extracto (de Written proof about the movements of a

[ˈsteɪt mənt] cuenta) current account.

Stock (n) A supply for goods for use or sale.

Existencias,stock
[stɒk]

145
Stock Exchange
Mercado de A place or institution where brokers can
(n)
inversión perform their dealings.
[stɒkˈɪksˈtʃeɪndʒ]

Stock Market (n) Mercado de The trading organization in charge of dealing

[stɒkˈmɑr kɪt] valores with shares and bonds within a nation.

Subject (n)
Asunto Main theme or matter of an email or letter.
[ ˈsʌb dʒɪkt]
Suitcase (n)
Maleta Container for luggage.
[ˈsutˌkeɪs]
Sum(n)
Suma, cantidad Indefinite amount of money.
[sʌm]
Surplus (n) Excedente,
An amount greater than needed.
['sɜ:pləs] superávit

Survey (n) To study a group of people or events to obtain

Sondeo
[ˈsɜr veɪ] a contrasted view of them.

Aceptar (una
Take up (v) To accept an offer.
oferta de
[teɪk ʌp]
trabajo)
Tariff (n) Official list showing the taxes on goods on
Tarifa, arancel
['tærɪf] imports or exports.

Tax (n) Monetary contribution demanded by

Impuesto
[tæks] governments for various reasons.

(n) 1. A private car which charges for taking

Taxi 1.Taxi
passengers and luggage.
[ˈtæksi] 2.Remolcar
(v) 2. To move (airplanes) over a flat surface.
Term(n) Fixed period of time.
Periodo, plazo
['tɜ:m]

Terminal (n) Extremity of an airport in which planes park to

Terminal
[ˈtɜr mə nl] allow passengers in.

A valuable existing proof document, which may

Token (n) Vale, bono de
be used as an exchange for goods, made of
[ˈtoʊ kən] descuento
plastic or paper.
Tool (n) An instrument used to accomplish a certain
Herramientas
[‘tul] duty or action.

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Topping (n) Recubrimiento Food complement, often used as the finishing
[ˈtɒp ɪŋ] (de la comida) touch.

Trade (v)
Comerciar Act of buying or exchanging goods or money.
[treɪd]
Transaction(n) Transacción, A movement of money into or out of an
[træn'zækʃən] operación account.

Rechazar ( una
Turn down (v)
oferta de To refuse an offer.
[tɜ:n daʊn]
trabajo)
Tutorial (n) Guide with complete instructions on how to
Tutorial, guía
[tuˈtɔr i əl] operate something, often a computer program.

Undertaking (n) The acceptance of a task as one’s

Compromiso
[ˌʌn dərˈteɪ kɪŋ] responsibility.

Unforeseen (adj)
Inesperado Not expected beforehand.
[ʌnfɔrˈsin]
Unless (prep)
A menos que Except but; with the exemption of.
[ʌnˈlɛs]
Urge (v) Presionar, meter To force someone to do something in a quicker
[ɜrdʒ] prisa way.

Endorsement or stamp placed by officials of a

Visa (n)
Visado foreign country on a passport that allows you
['vɪ:zə]
to visit that foreign country.
A connected group of pages on the Internet
Website (n)
Página web where you can find information about a
[websaɪt]
particular product.
Widen (v) Ampliar, To become or to make something larger.
['waɪdən] ensanchar

Win-win (adj) Acuerdo en el Situation in which all the groups involved will
[wɪn wɪn] que todos ganan obtain advantages or benefits.

Wireless (adj)
Sin cable That which functions without land connections.
[ˈwaɪr lɪs]
Withdraw (v) To take something out of a place or situation;
Sacar, retirar
[wɪðˈdrɔ] to retreat.

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