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Business
Upper-intermediate  Student’s Book
Michael Duckworth & Rebecca Turner

www.oup.com/elt 1
 Business Result
Business English you can take to work today
Business Result is a Communicative syllabus provides pick-up-and-use Business Result Student’s Book with Interactive Workbook on CD-ROM
new five-level course language that students can take straight to work: The Interactive Workbook gives students interactive content which they can use immediately at work – they can
which combines • Business vocabulary presented and practised in context practise skills and language from the Student’s Book, then personalize material for their own work situation.
a communicative • Key expressions for work-related communication, including meetings,
presentations, telephoning, and exchanging information Interactive language practice
approach, authentic • Everyday phrases for short, informal conversations in and around the Exercises for review and
business material, workplace
practice, plus tests for
progress checks
and digital multi- • Key grammar for accurate communication in work situations
media to give Interactive glossary
professional students Interactive Workbook on CD-ROM Reference for over 500 words
and phrases
the language and
communication skills
The Interactive Workbook offers a complete, flexible self-study
package for students. » see opposite Interactive phrasebank
they need at work. Online student resources at www.oup.com/elt/result (available March 2008). Students can build a personal
phrasebook to match their
needs at work
Real-world case studies with the Expert View
Expert commentary from Cranfield School of Management validates each Interactive email
case study and introduces an authoritative business perspective. »
see opposite Business-related email
templates which students
‘Listen again’ option  LUS additional reference
P can use at work
All Student’s Book audio material to download or
A complete support package for teachers stored in MP3 format print off
Teacher Training DVD with every Teacher’s Book shows Business Result being
used in class, and includes tips and commentary. Ideal for:
• Teachers who are new to Business Result and want to familiarize themselves Case studies with the Expert View from
with the course Cranfield School of Management
• Teachers who are new to business English and want to develop their skills Each of the case studies in Business Result is accompanied by an Expert View
• Directors of Studies for in-house teacher training from Cranfield School of Management, one of Europe’s leading management
schools. It is part of Cranfield University, renowned for its high quality postgraduate
Teacher’s Book includes notes, activities, unit tests, and DVD worksheets.
teaching and research and its strong links to industry and business. For more
Online teacher resources at www.oup.com/elt/teacher/result (available March 2008). information, visit: www.som.cranfield.ac.uk

Business Result Upper-intermediate sample pages

Turn the page to find Student’s Book contents, followed by a
complete unit including a case study with the Expert View
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Introduction 4–5 Working with Business Practically Language at Case study Outcomes – you can:

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words communication speaking work
Working with Business Practically Language at Case study Outcomes – you can: skills
words communication speaking work
skills . Employees Changing jobs
Keeping staff
Meetings
Negotiating
Making and
responding
First and
second
Negotiation
a repatriation
•
•
talk about changing jobs
talk about ways of keeping staff

& First
impressions
First impressions
professionalism,
Exchanging
information
Exchanging
contact
Present simple
and continuous
Making
business
•
•
talk about first impressions
introduce yourself by email
54–59 early retirement,
relocation; job
solutions to quick
requests
conditionals package •
•
negotiate solutions
make and respond to quick
reputation, Introducing self details connections • make a follow-up call mobility, etc. requests
6–11
innovation, etc. by email • arrange to meet a business contact • negotiate a secondment
Making a • exchange contact details
follow-up call
Arranging to meet
• talk about your work and company &% New
business
Starting up a new
business
Socializing
Asking about
Avoiding
saying ‘no’
Present perfect
simple and
Using contacts
to help in
• talk about starting up a new
business
gap in the market, work and life continuous business • ask about work and life
' Motivation Motivation
incentive
Socializing
Making small talk
Exiting a
conversation
Question form
review
Solving
staffing
•
•
talk about motivation at work
make small talk
60–65
start-up capital,
etc.; adverb +
Asking a favour • ask a favour
• avoid saying ‘no’
scheme, annual problems • exit a conversation politely adjective
12–17 • talk about activities and results
bonus, staff • use questions to find out information
morale, etc. and develop conversation
&& Communications Communications
collaborate with,
Meetings Dealing with
situations on
Modal verbs
– obligation and
Solving a
communication
•
•
talk about communications
explain procedures
( On schedule
Explaining
Managing Meetings Catching Present perfect Organizing a • talk about managing projects the phone prohibition problem
have access to, procedures • use teleconferencing phrases
projects Giving an update up with and past simple road show • ask for / give an update in a meeting 66–71
etc.; word families Teleconferencing • deal with situations on the phone
unrealistic Making and colleagues • make and respond to suggestions
18–23 • talk about obligations at work
budget, ahead of responding to • catch up with colleagues
schedule, budget suggestions
constraints, etc.
• update on current projects
&' Change Talking about
change
Presenting
Presenting future
Being
negative
Future
continuous,
Increasing
operational
•
•
talk about change
present future plans
diplomatically future perfect efficiency
) New ideas Ideas and
innovations
Presenting
Presenting an
Thanking
and
Present, past
and future
Investing in
a new idea
• talk about ideas and innovations
• present an idea, product or service
72–77
resist, react,
ambivalent, etc.;
phrasal verbs
plans
and probability
•
•
be negative diplomatically
talk about future activities and
technological idea, product or responding ability developments
24–29 • thank someone and respond to
breakthrough, service
&(
thanks
revolutionary Facts and Numbers and Exchanging Talking about Reported Reaching • talk about numbers and trends
• talk about present, past and future
idea, etc.; ability
figures trends information news at work speech review target markets • ask for and explain factual and
phrasal verbs just over, slightly Asking for / online numerical information
78–83
less than; rise Explaining factual • talk about news at work

* Customer
service
Customer
service
Exchanging
information
Reassuring
and
Direct and
indirect
Dealing with
customer
•
•
talk about customer service
deal with customers
substantially, etc. and numerical
information
• report what someone has said

sympathizing questions service

30–35
courteous, sub-
standard; exceed
expectations,
Dealing with
customers problems
•
•
reassure and sympathize
use direct and indirect questions to &) Culture Cultural differences
hierarchical, risk-
Exchanging
information
Talking about
films, TV and
Narrative
tenses – past
Investigating
an intercultural
•
•
talk about cultural differences
narrate past events
deal with customers taking; sensitive Narrating past books continuous, communication
etc. 84–89 • give an explanation
to, etc. events past simple, problem
• talk about films, TV and books

+ Ethical
business
Ethical business
act responsibly,
Presenting
Explaining
Responding
to
Talking about
the future
Promoting
ethical
•
•
talk about ethical business
explain plans and arrangements
Giving
explanations
past perfect
• talk about past events

reduce the plans and spontaneous business

36–41
impact;
credibility, etc.
arrangements
Inviting and
invitations
•
•
invite and recommend
respond to spontaneous invitations &* Performance Staff appraisals
monitor
Meetings
Discussing
Making
people feel
Third and mixed
conditionals
Overcoming
Geschäft
• talk about staff appraisals
• discuss and evaluate
• talk about the future performance, and evaluating relaxed Perfect modals setbacks performance
recommending 90–95
address issues; performance • make people feel relaxed

, Making
decisions
Personality and
decision-making
Meetings
Participating in a
Talking
about social
Countability
Expressing
Resolving an
expansion
• talk about personality and decision-
making
assessment criteria,
etc.; phrasal verbs
• talk about hypothetical past
events
rational, plans quantity crisis • participate in a decision-making
&+
decision-making
42–47
instinctive; meeting meeting
Career Taking a career Presenting Talking about -ing form and Applying for a • talk about taking a career break
consider all the • talk about social plans
breaks break Presenting a taking time infinitive placement • present a personal case
(new) perspective, personal case off • talk about taking time off
options, etc. • talk about improving services and 96–101
career • review your situation at work
facilities
development, etc

- Outsourcing Outsourcing
offshore location;
Presenting
Presenting
Apologizing
and
The passive Making a
case for
•
•
talk about outsourcing
present factual information
Practice files 102–133 Information files 136–149
streamline factual responding outsourcing • apologize and respond to apologies
48–53
operation, information • talk about a law or regulation in your
achieve lower country
Useful phrases 134–135 Audio scripts 150–167
overheads, etc.
 4 Read the interview with Ian Dickson, European HR Director for Tesco based in
Prague, and answer questions 1–3.
1 What is Ian’s main message?
2 What steps has the company taken to keep staff and reduce the number leaving the
company?
3 Would you like to see these ideas implemented in your company? Why or why not?

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b What reasons do they give for changing jobs?
conditionals for
negotiating solutions c How did they go about getting a new job?
d What other options could they have considered? 5 Match the words / phrases in bold in the interview to these definitions.
8VhZhijYn 1 keep rather than lose something: retain
• Negotiating a repatriation 2 an essential job that a company is looking for someone to do:
package 3 spend money on something you think is useful:
4 providing something that’s needed:
HiVgi^c\ed^ci 5 choose someone for a job:
6 be able to move easily from one job to another:
1 Why do people change 7 move someone to a more senior job:
jobs or careers? Tyler Fabia Karl
8 move someone to a different job:
2 What would encourage 2 What do you think each speaker has learnt from the experience? 9 the rate at which people leave a company and are replaced by others:
you to stay in a particular 3 Tell a partner about a job change you have made. Why did you make it? How did you
job or career? go about it? 10 the way in which companies help workers get better at their jobs:
11 be successful in your career:
2 Find these pairs of phrases in audio script 34 on page 157. Explain the difference
12 level of skill:
in meaning between the phrases in each pair.
1 taking early retirement / made redundant 6 Work with a partner. You have been asked to write a 50-word policy statement
2 temporary secondment / relocation for your company about retaining staff. Use as many of the words / phrases in 5
3 being unemployed / laid off as possible.
4 a sideways move / a change of direction
5 transferable skills / update my skills » For more exercises, go to Practice file 9 on page 118.
6 a glass ceiling / opportunity for advancement
7 corporate culture / rules and red tape
7 Work in small groups and discuss the statements below, using as many words /
phrases as possible from 2 and 5. Then present your views to the rest of the class,
8 personal development / training giving examples from your own experience as appropriate.
3 Choose a phrase from each pair in 2 and think of a question to ask your partner. 1 It is better to persuade people over 55 to take early retirement than to make people
Then take turns to ask and answer your questions. redundant based on the length of time in the company.
Example: Do you plan to take early retirement? 2 It is better to redeploy staff or promote internally than to appoint outside candidates.
3 Opportunities for advancement and personal development at work lead to greater job
satisfaction than a rise in pay.

» Interactive Workbook » Glossary

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8dciZmi BZZi^c\h>CZ\di^Vi^c\hdaji^dch 5 Work with a partner. Read this information. @ZnZmegZhh^dch
Dermot and Johanna are Outlining points for discussion
A major new client has been acquired and your employer needs you
leaders of two different teams What we need to decide on
to help with some training. Unfortunately this coincides with a family
in a financial services company. today is …
holiday you have booked.
They have been given the task of The areas we need to discuss
creating a third team from their Employer: Decide why you need this employee for the training at this are …
existing staff to set up a new time. What alternatives can you offer? Let’s look at what our options
branch in another country. Employee: What alternatives can you offer your employer so you are.
don’t have to cancel your holiday? Putting forward proposals
One option would be to …
How about we …?

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What I propose is …
1 Structure how the negotiation could proceed and what phrases both parties could use. Let’s keep our options open …
Use these headings (the headings can be used more than once). Supposing we …, why don’t
v Outline the points for discussion v Bargain we …?
v Put forward a proposal v Reach an agreement
Stating consequences
v State a consequence v Summarize the situation
We’d …, if we did that.
2 Choose to be the employer or employee. Carry out the negotiation, using your That’ll solve the problem.
negotiation structure from 1 and the phrases in Key expressions. It just wouldn’t work if …
6 Work in groups of four. Unless we …, we won’t …
1 35 Read the Context. Listen to the first part of the meeting Johanna had with
1 Pair A, turn to File 04 on page 136. Pair B, turn to File 21 on page 142. Read the
Dermot. Who put forward these proposals? Which one did they decide on? Bargaining
information and prepare for the negotiation. I could offer …, but I’d expect …
1 Identify the most capable workers and send them.
2 When you are ready, carry out the negotiation. Report the results to the class. If you guaranteed …, I’d let you
2 Select three people from each team, based on their individual strengths.
have …
3 Take on two contract workers and use just four internal staff. » Interactive Workbook » Email I’ll be happy … provided you …
2 35 Match 1–7 to a–g to make phrases. Then listen again and check. Reaching agreement
1 What we need … I’m happy with that.
2 The areas we need … I can live with that.
3 If we did that, …
EgVXi^XVaanheZV`^c\qBV`^c\VcYgZhedcY^c\id That sounds like a plan / deal.
4 How about we look … fj^X`gZfjZhih Summarizing the situation
5 Supposing we stretch the budget a little, … 1 37 Listen to six short conversations. What help does the first speaker want in Let’s just summarize the
DEJ;I<HECC;;J?D=M?J> 6 If we only have four experienced staff in the new team, … each conversation? Does the second speaker agree to help? situation.
:;HCEJÅJ;7C<EHFHE@;9JL;H:? 7 I’m happy … So (who) have we got so far?
2 37 Listen again. What does the second speaker say in response to each of these So, a quick recap …
a we’d end up with two weaker teams … requests? How does the first speaker reply when the response is negative?
šJmef[efb[jeX[jhWdi\[hh[Z\hecco b to discuss are … 1 Do you have a minute? » Interactive Workbook
j[Wc$ c to decide on today is … 2 Could you just have a quick look at my computer? » Phrasebank
š8h[jjm_bbZej^[jhW_d[[iÊmeha_\ d with that. 3 Would you mind checking …?
e why don’t we take on two contract workers …? 4 Excuse me, am I disturbing you?
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f at our team members’ individual strengths? 5 Could you spare a few minutes?
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g we won’t lose our best workers. 6 Can you give me a hand with …?
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3 36 Listen to the second part of the meeting. Johanna and Dermot are now 3 Which of the requests in 2 are more formal (M) or less formal (L)?
negotiating the new team. Correct the notes Johanna made at the meeting.
:[WZb_d[\hec>H0j[WcjeX[Z[Y_Z[ZXo 4 Read these situations and have short conversations with a partner. Decide who
d[njCedZWo$ 4 36 Listen again and complete these phrases. you might be speaking to (e.g. your manager, a friend) and choose the appropriate
1 Let’s the situation. level of formality. Refer to the Useful phrases on pages 134–135.
2 I you three, but three from your team too. v You need a client’s email address.
3 If you Brett, I Jamie, Pascal and Timo v You need confirmation whether a business trip is taking place.
from my team. v You need help opening an email attachment.
4 I Brett to be on the team, replace one of v You need ideas for a retirement present for your boss.
I^eqL]Vi the trainees with … v You want to swap shifts.
Use What at the beginning of a 5 this list to HR before Friday, we sending v You need to make an appointment for an appraisal.
statement to emphasize what you’re anyone.
going to say. 6 So, : if I send Brett …, you’ll send Sabrina …
What I propose is … / What 7 I that.
I suggest is … (rather than
I propose or I suggest). » For more exercises, go to Practice file 9 on page 118.
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1 Read these extracts from audio 35 and 36 and answer questions 1–4. individuals. For organizations, the
a If I send Brett, Lena and Marlon, you’ll send Sabrina, Jamie and Pascale. investment in international mobility
b We can’t do that. If I transferred four people, I’d only have three left! Relocation and repatriation is high. Recent research shows
c If we only have four experienced staff …, we won’t lose our best workers. that costs are twice as high as for
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development of global managers.

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3 What verb forms are used in each conditional? Individuals should think about what
4 How does the use of might instead of will, and might or could instead of would, affect skills, knowledge and networks they
the meaning? 38 Listen to this interview with Maria from GMAC who highlights a recurring can develop by working abroad,
situation companies are confronted with when repatriating their staff.
» For more information and exercises, go to Practice file 9 on page 119.
and how they can use these when
they return. They need to make
sure that they gain an adequate
2 Work with a partner. Take turns to react to these ideas. Use a first and second 9^hXjhh^dc position with good career prospects
conditional sentence for each situation. when they move to the next (or
Example: A I’m thinking of giving up my job and running a farm. 1 What are the advantages and disadvantages for companies in developing
countries of sending personnel on projects abroad? home) location.
B That’s a great idea. If you move to the country, you’ll feel less stressed.
That’s ridiculous. You wouldn’t have any money if you gave up your job. 2 What might be the most difficult changes that employees encounter when Dr Michael Dickmann, Senior Lecturer in
v having a complete career change returning to their home country? Organization Studies

v relocating to another continent Cranfield School of Management

3 Would you accept the challenge of deployment abroad if your company offered
v your company reducing the retirement age to 50 it to you? If so, where would you be prepared to go, and what sort of relocation
v HR asking all staff to work on Saturday once a month package would you expect?
v your team leader asking everyone to share office space

3 Read these extracts from audio 35 and 36 . Match the linking words in bold to IVh`
meanings 1–4.
a I’ll be happy for Brett to be on the team, provided you replace one of the trainees … 1 Read this information.
b Unless we get this list to HR before Friday, we won’t be sending anyone.
c We can’t send all our best people in case we need them here. A company has deployed a team of employees to another country for
d Supposing we stretch the budget a little, why don’t we take on two contract workers …? three years to oversee procedures after a takeover. The project has run
smoothly and it is time to come home. While the employees were there,
1 if not
they experienced not only a completely different culture but a much higher
2 if and only if
standard of living compared to that of their native country. The company is
3 just imagine keen to keep these highly-skilled employees in their workforce and needs
4 because something might happen to decide how to make returning home more attractive. A list of incentives /

» For more information and exercises, go to Practice file 9 on page 119.

perks has been drawn up, which are open to discussion.

4 Work with a partner. Take turns to complete these sentences using the words in
italics and your own ideas. 2 Work in two groups. Group A, turn to File 17 on page 141. Group B,
1 I can probably get you a better discount provided … turn to File 39 on page 147.
2 We can’t give you a guaranteed delivery time unless … / in case … 1 Read the information in the table and do tasks 1–3.
3 Supposing I agree to an extra 14 days’ credit … 2 Work with a partner (one HR Manager and one Team Leader). Carry
I^eqCZ\di^Vi^c\ 4 Unless / Provided that you take out a year’s subscription … out the negotiation and try to reach some useful compromises to
Use the first conditional to make 5 We offer free customer support in case … / as long as … satisfy both parties.
a definite offer or a realistic 3 After you have completed the negotiation, look at the decisions made
6 Supposing I finished those sales figures for you …
suggestion. and add up the points.
If you agree to a six-month 5 Work with a partner. Turn to File 20 on page 142. 4 Report the results of the negotiation to the class.
contract, we’ll reduce the monthly 1 Read the information. Work together to think of arguments that both the manager and
service charge. employee could make.
Use the second conditional to make
2 Choose to be the manager or employee. Have a discussion and try to reach an

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a less definite offer or to suggest an
agreement.
idea is unrealistic.
If you increased your order, we’d
consider giving you a discount.
» Interactive Workbook » Exercises and Tests
 Business Result
Business English you
can take to work today
Available March 2008
Intermediate Upper-intermediate
» »

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