Answer key

8 implemented
1 Building a career 9 managed / motivated
1.1 About business The education business 10 motivated / managed
11 chaired
1 12 drew up
telemarketing, personal referrals, weekends at Harvard, mail shots, travelling
6
shows
1 to be resting, to take a sabbatical
2 2 to be laid off, to be made redundant
a 23,000 applications for the new academic year 3 to be promoted, to join a company
b 9% of applications were accepted 4 to quit, to give in your notice
c 80% ultimately decided to attend 5 to be on assignment, to be transferred
d 10% of admitted students came from abroad 6 to be suspended, to be dismissed
e 35 staff in Fitzsimmons’ team
7
f $43,700 - the annual tab for tuition, room and board
g $60,000 - parents who make less aren’t expected to pay 1 He’s intending to quit his job because his company keeps giving him
h 8000 alumni volunteers assignments in different countries. He needs to give in his notice three
months before he can leave.
3 2 She was laid off when they modernized the company, then made
1 Purchase high school juniors’ names from examination boards. redundant when they couldn’t find any work for her.
2 Send 70,000 or so letters to high school juniors. 3 He’s been suspended for not wearing a safety helmet, but he thinks the
3 Visit 140 US cities and travel to other countries. company want to dismiss him.
4 Send out 8,000 alumni volunteers to identify possible candidates. 4 He joined the company four years ago and has just been promoted.
5 Sort applications and give a score from one to six. 5 She’s on secondment in Paris, and she’s being transferred to Vancouver.
6 Local subcommittees discuss the case for and against each candidate. 6 He’s resting at the moment, and considering taking a sabbatical to write
7 Professors, alumni, and students lobby successful candidates by phone. a book.
8 Invite applicants to spend a weekend at Harvard in April.
8
4
Name: Bob Name: Lucy Name: Mel
a speaker 3
b speaker 1 Problem: Problem: Problem:
c speaker 4 Started up successful previously worked as Designed and sold
d speaker 2 electronics company. researcher, teacher, product to local govt.
Resigned when he then secretary. Fired for when in high school.
1.2 Vocabulary Education and career disagreed with his writing stories at work. Drop out of prestigious
CEO. Sell shares? Do creative writing business school to start
1 What next? course, or look for own business?
1 gain 2 acquire 3 improving 4 boosting 5 have another job?
6 going to 7 making 8 receive 9 obtain 10 enhance
2 1.3 Grammar Tense review
I worked in several departments and gained knowledge about all aspects of 1
the business.
When I left school I wasn’t sure what to do next. I had applied for a place
I believe this job will allow me to acquire new skills and boost my earnings.
at university, but while I was revising for my exams I had already decided
My gap year in the States definitely improved my employability, and working
that I didn’t feel ready for university. I had read a lot about East Africa, and
for IBM certainly enhanced my CV.
one day when I was watching a TV documentary about Ethiopia, I suddenly
On my Business studies course I received tuition from practising managers
knew that that was where I was going. In fact it was while I was working
and obtained experience on work placements.
with an NGO in Ethiopia that I became interested in business.
3
2
1 finance 2 arrange 3 borrow 4 support
1 have just finished
5 obtain 6 win 7 subsidize
2 am currently working
4 3 consider
Student A 4 has left
I wasn’t a very motivated student when I was younger, so I failed my 5 have agreed
exams in 1999 and had to retake them the following summer. I’d already 6 have been designing
decided I wanted to take a gap year then go to business school, so this time 7 have been looking
I completed all the coursework and revised thoroughly; I passed easily. I 8 seems
spent a year abroad as an assistant in a secondary school and then went to 3
business school – I’d already applied and successfully attended an interview
1 If I get the job, I will try to make myself available as soon as possible, but
before resitting my exams.
I wouldn’t be able to start immediately unless JPC agreed to let me go.
In my second year as an undergraduate, I spent a semester as an intern at
2 You see, if I make a commitment, I do my best to respect it.
Hewlett Packard, which was very rewarding. In fact, I went straight into
3 If by any chance the job were based in Kenya, I would take it anyway,
a job at HP after I graduated the following June. They encouraged me to
even though I’d prefer to use my Amharic.
do a Master’s degree by correspondence – I just have to finish writing a
dissertation. I need a break now, but I may take a sabbatical to study for an 4
MBA in a few years’ time. In the short term, I hope (1) I’ll become a department manager quite quickly.
Student B I’ve learnt a lot about management on the MBA, and (2) I’m going to put the
I wasn’t a very motivated student when I was younger, so I had to retake my theory into practice as soon as I can. On the personal front, (3) I’m getting
exams in 2000 after I failed them the year before. I’d already decided that married next June; over the next couple of years my fiancé (4) is going to
before going to business school I wanted to take a gap year. I passed easily write TV and movie scripts, so (5) he is going to be totally mobile and happy
because this time I completed all the coursework and revised thoroughly. to move as necessary.
I’d already applied and successfully attended an interview at a business
school, so after resitting my exams I spent a year abroad as an assistant in a 5
secondary school. Exercise 5
I spent a semester as an intern at Hewlett Packard in my second year as usually present simple
an undergraduate, which was very rewarding. In fact, after I graduated currently present continuous
the following June I went straight into a job at HP. I’m now writing a always present simple
dissertation for a Master’s degree by correspondence which HP encouraged at present present continuous
me to do. I may take a sabbatical to study for an MBA in a few years’ time, at the moment present continuous
but I need a break first. often present simple
5 Exercise 6
1 contacted ever present perfect
2 presented in past simple
3 recruited never present perfect
4 trained ago past simple
5 met already present perfect
6 exceeded (not) yet present perfect
7 designed when past simple
just present perfect

1
 Answer key

since / for present perfect 1.6 Case study Mangalia Business School
last past simple
1
6 Strengths:
Exercise 8 new school
a He’s not doing very much at the moment; he’s job-hunting. private school
b He worked for ITC for twenty years. excellent reputation for quality
c He was made redundant. on the Black Sea coast – pleasant environment
d He has just got back from Nepal; he has been working on a book. close to the Romanian Business Centre
e She worked in several firms, and became a specialist in downsizing. climate and cultural heritage
f She’s currently managing a subsidiary up north. well-equipped campus
g She’s going to move down to London soon. comfortable accommodation
h Jess is taking over as group CEO of Morgan-Hoenshell, the company internationally recognized undergraduate and Master’s degrees
which made Fraser redundant. executive education
faculty recruited from successful companies
1.4 Speaking Giving reasons in interviews international placements
1 Weaknesses:
1 Ruth 2 Anaïs 3 Anaïs 4 Ruth new school
5 Ruth 6 Anaïs 7 Ruth 8 Anaïs private school
in southeast Romania
2 reputation for quality only in Central and Eastern Europe, not worldwide
Introducing a point accommodation for 300 students – small
1, 4, 7 faculty recruited from Central Europe, not worldwide
Seeing both sides placements in Central Europe only
3, 8 low proportion of MBA students
Combining reasons only 5% executive education – probably the most profitable sector
5, 9 low international student intake
Adding ideas
2, 6, 10 2
1 The alternatives MBS is facing are either to lose students or to take risks
3 and invest.
1 not only but also Besides / In addition / What’s more 2 Radu Ionescu expects help in making a plan.
2 in addition Besides 3 Ion Bumbescu has offered sponsorship on condition that the name
3 For one thing for another besides / in addition / what’s more changes.
1 Why did you change your last job?
2 Why did you move to this part of the world?
3 Why do you play badminton? 2 Information
1.5 Writing Cover letters 2.1 About business IT solutions
1 1
Do b
Ask directly for an interview.
2
Follow the AIDA model used in advertising – attention, interest, desire,
action. 1 d 2 a 3 c 4 b
Don’t 3
Start your letter ‘Dear Sir or Madam’. 5 New technology allows anyone to produce professional results.
Write a formal introduction in the first paragraph. 6 Because expectations increase, workload expands.
Write at least 400 words. 7 Changing jobs won’t help because the problem is the same everywhere.
Use sophisticated language to make a good impression.
4
2
Speaker 1 against
Exercise 2 Speaker 2 for
1 exceeded Speaker 3 against
2 broken Speaker 4 against
3 obtained
4 developed 5
5 trained Speaker 1 d
6 modernized Speaker 2 b
7 doubled Speaker 3 a
8 capture Speaker 4 c
9 optimize
10 present 2.2 Vocabulary Information systems and communication
Exercise 3 1
request action 4 a bit more expensive S
give details of the applicant’s accomplishments 2 a whole lot more expensive L
get the reader’s attention 1 considerably more expensive L
relate the applicant to the company, showing why the company should hire far more expensive L
her 3 marginally more expensive S
3 infinitely more expensive L
1 my outgoing personality d a strong candidate. slightly more expensive S
makes me somewhat more expensive S
2 I recently graduated h from the University of Oregon. 2
3 I served as j president of the debating society. 1 A server is considerably more reliable, far quieter, and a whole lot more
4 I attended school i in Michigan, Arizona and Oregon. powerful than a PC.
5 I supported myself g by working in radio advertising 2 A laptop is a whole lot bigger, considerably more powerful, and
sales. somewhat more expensive than a palmtop.
6 Jobs such as bartending a my formal education. 3 A suite is far more useful than a single application because it comprises
enhanced several applications.
7 I have the skills to embark on e a career in insurance brokering. 4 A patch is far less common than a plug-in because it’s used to correct a
8 I would like very much to f talk with you. software problem. A plug-in is used to provide additional features for an
9 I will follow up this letter with c a phone call. application, so it’s a lot more frequently used.
10 I can arrange a time b to meet with you. 5 A bug is just a software error, whereas a virus deliberately damages or
hijacks software. So a virus is infinitely more dangerous.
6 A crash is considerably less serious than a hard disk failure. A crash
is a software failure, so you only lose any information you haven’t
saved. A hard disk failure is a hardware failure, so you may lose all the
information you have saved. Make regular backups to external media, it’s
a whole lot safer!

2
 Answer key

7 An intranet is one organization’s network: the Internet is the world-wide 4

network shared by billions of users, so it’s infinitely bigger.
1 more beautiful than
8 A workgroup is a collection of workstations that are linked together, so
2 better and better
it’s far bigger than a single workstation.
3 as positive as
3 4 more rapidly than
1 upgrade 2 crashing 3 went down 4 deleted 5 more and more quickly
5 installed 6 downloaded 7 setting up 8 enter 6 slower
7 bulkier
4 8 less generous
1 install 2 goes down 3 enter 4 delete 9 higher than
5 crash 6 set up 7 upgrade 8 download 10 less expensive than
5 5
Speaker 1 d 1 c 2 d 3 b 4 a
Speaker 2 f
Speaker 3 b 6
Speaker 4 h The older I get, the more generous I become.
Speaker 5 a The more money you earn, the more tax you pay.
Speaker 6 g The harder you work, the more you enjoy your holidays.
Speaker 7 c The more I look at you, the more beautiful you seem.
Speaker 8 e The longer the wait, the more you’ll enjoy the food when it comes.

6 7
1 give Ebony Brooks a ring about backup 1 a 2 a 3 c 4 a 5 b
2 give Maurice an update on appointments application
3 get in touch with Martha re laptops 2.4 Speaking Telephoning
4 get back to Lincoln Thigpen – presentation slides 1
5 keep Camilla Ramsey in the loop on solutions to database problems
1 impolite: colleagues from different departments
6 let Maurice know about Marketing’s Internet connection
2 polite: managers in a large company
7 keep Marvin posted re sound card driver
3 too polite: acquaintances
8 fill Cara Bickerson in on voice recognition
4 informal: friends
7
2
1 get back to you
1 Kelly wants last year’s billing figures for her customer.
2 keep me in the loop
Tabetha wants to know how to set up a WiFi connection on a laptop.
3 let you know
Erich wants a copy of the slides Lauren showed at the conference.
4 keep me posted
Mike wants to borrow Russell’s laptop for the weekend.
5 fill me in
2 Lorenzo can’t help because he’s too busy.
6 get in touch with
Cory can’t help because she doesn’t know much about it.
7 give you an update
Lauren can’t help because her hard disk crashed last week and she lost
8 give me a ring
everything.
8 Russell can’t help because he’s got some really important data on his
asap CEO needs Web meeting available in all departments asap laptop, and the anti-virus isn’t up to date (and perhaps he doesn’t trust
urgent fifteen new laptops needed - HP’s special offer ends Mike).
tomorrow 3 Cory and Tabetha talk about the weather and playing tennis
abstract of presentation for New York conference (conversation 2). Russell and Mike talk about the weekend and the
Marketing’s Internet connection is down again match on Saturday (conversation 4).
medium priority Cara re voice recognition 3
CEO’s assistant wants WiFi
1 I need you to give me…
low priority sound card drivers for Marvin (President’s nephew!)
2 I’d like to help you, but…
Ebony Brooks re backup software
3 Have you got a couple of minutes?
appointments application
4 Do you happen to know how to…?
information from database vendors
5 I wish I could help you, but…
6 Anyway, I won’t keep you any longer,
2.3 Grammar Comparing solutions and getting help 7 I was wondering if I could ask you a favour?
1 8 Do you think you could possibly send me…?
A Crusoe’s software is really pricey; it’s far more expensive than Frydae’s! 9 Normally I’d be glad to help, but…
B Yes, but Frydae’s applications don’t have nearly as many features. 10 I mustn’t take up any more of your time.
C My Internet connection is 16 Mega – it’s a lot faster than yours. 11 Any chance I could...?
D Yes, mine is only 8 Mega; it’s only half as fast as yours. 12 The thing is...
E Why don’t you get a budget desktop? Just as fast, and only half the price. 13 Anyway, I’d better get on.
F Yes, it’s true the big brands can be twice as expensive. 4
G Why pay several times as much for a laser printer when an inkjet will do
checking the other person can speak now: 3, 7
the job?
requesting help: 1, 4, 8, 11
H Well, maybe inkjets only cost a fraction of the price, but it’s the cartridges
refusing help: 2, 5, 9, 12
that really add up.
ending the call: 6, 10, 13
I Why do you insist on buying PCs? They’re a lot less reliable than Macs.
J Basically because there’s infinitely more software available. 5
2 A Hello Blake, Alex here.
B Oh, hello Alex. How’s it going?
1 worse 2 better 3 farthest / furthest 4 worst
A Fine thanks. I’m not disturbing you, am I?
5 most imaginative 6 farther / further
B No problem. I was just going to have a break anyway.
7 more honourable … more useful 8 less unlikely 9 best
A I wanted to ask you a favour. Do you think you could show me how to
3 use the new HR software?
1 How do I switch this computer on? / How do I switch on this B Well, I’m sorry to disappoint you, but I don’t know much about it
computer? actually.
2 Will you please turn that printer off? / Will you turn off that printer, A Oh I see. Never mind. I’ll ask someone from IT. Thanks anyway.
please? B OK. But just let me know if there’s anything I can do.
3 Can you tell me where the on / off switch is? A Thanks. Anyway, I won’t keep you any longer. Bye for now.
4 Do you know which room the meeting will be in? B OK, bye.
5 Could you tell me what I should open this attachment with? C Hello, it’s Chris here. I’m not disturbing you, am I?
6 Would you mind sending me an email just to test my new address? D Oh, hi Chris. No, not at all. What can I do for you?
7 I wonder if you’d mind my asking you a small favour? C I’m just calling to ask if you’d mind doing me a favour, actually.
8 Do you think you could let me know whether he will be attending or D Go ahead.
not? / whether or not he will be attending? C Well, do you think I could possibly borrow your copy of Office 2007? I
need to re-install it, and I can’t find mine.

3
 Answer key

D Ah, well that’s a bit difficult, I’m afraid. The thing is, we’re not supposed 2.6 Case study Meteor Bank
to have more than one copy per licence number. They’re getting very
tough on piracy these days. 1
C Oh I see. Well, never mind, I thought I’d ask just in case. Anyway, I more mistakes L
won’t keep you from your work. Thanks. younger, more dynamic teams L
D OK Chris. Bye. increased productivity U
improved customer service U
E Hi. It’s me. Sorry to bother you – you wouldn’t happen to have the new
better promotion prospects L
IP address, would you?
more overtime L
F Hang on a sec – yeah, here it is. 1.161.19.248.
higher training costs L
E Brilliant. Thanks a million.
higher salary costs U
F You’re welcome.
better morale U
E OK then, I’ll let you get back to work. Thanks a lot. Bye.
2
2.5 Writing Memos resistance to change, unhappiness with the new manager / with new
1 methods / new management style / new tasks, being pushed into retirement
or resignation
staff don’t feel concerned by management issues
notices don’t catch the reader’s attention 3
documents are not reader-friendly, or even hostile 1 Joseph Ikpeba wrote to express his concern that the real causes of staff
there are too many memos turnover and system downtime were not being understood or dealt with.
staff feel any change is a concession to management 2 He wants Astrid Kuhn to speak to the people involved and hold an
2 executive committee meeting to decide how to deal with the problems.
3 Saul Finlay has been appointed as IT Manager, and IT staff, new hires,
1 a document that you send to people inside the company
departures and downtime have increased significantly.
2 to get people to do something
4 Increasing downtime could be due to increased volume, inadequate
3 we often send them by email
hardware or software, or increased operator error (too many
4 to plan, organize and edit your ideas carefully
inexperienced operators). Increasing departures suggest unhappiness
5 tells you clearly what you have to do and when you have to do it
with working conditions.
6 to help you write effective memos
4
3
4, 2, 1, 3 Tonye Ameobi Vincent Bonvalet
HR Manager, Lagos IT Manager, Meteor
4
Ivory Coast
1 j 2 i 3 e 4 g 5 c 6 f 7 a 8 d 9 b 10 h
Opinion of Saul Bright, very ambitious Too ambitious, empire
5 building
We realize that there is currently not enough parking space on the site, and
Mistakes He has irritated some Computer system too
we are making plans to solve the problem.
of his colleagues centralized
The main difficulty at the moment is the area next to the logistics warehouse.
If there was a fire, it would be very difficult for emergency vehicles to Successes He has increased Increased our capacity
reach the fuel tanks behind the building. We must keep access roads to all transactions by 40%
buildings clear. Solutions Invest in new Decentralize systems
Please remember that cars should only be parked in the official car parks. recommended equipment
As from Monday 14 August we regret that we will have to remove any cars
parked on access roads. Kehinde Ojukwu Joseph Ikpeba
Thank you for your cooperation. Senior Systems Operations Manager
6 Administrator, IT
To: All staff department, Lagos
From: Chris Webster, Department Manager Opinion of Saul A very demanding Nice young man
Date: today’s date manager
Subject: Computer upgrades Mistakes He has made the job Not understanding the
We are implementing a new system for computer upgrades which will enable too hard work culture
everyone in the department to get the equipment they need.
As you know, we’ve been seriously over budget in the last two years; Successes He has raised salaries Getting rid of some of
consequently some people didn’t get an urgent upgrade, while other people the old staff
got equipment they didn’t really need. Solutions Recruit more staff Outsource our IT
Could you please complete the attached evaluation of your computing recommended services
needs for the next two years? This will help us to budget for buying new
equipment in advance.
Please return your evaluation to me by email as soon as possible, not later 3 Quality
than the end of September. Thank you for your help.
7
3.1 About business What quality means
To: Managers 1
From: A N Employee 1 g 2 d 3 a 4 e 5 h 6 f 7 b not needed c
Date: 23/07/07
2
Subject: Suggestion for IT conference
The IT Conference is an important opportunity for the company to keep up Exercise 4
to date with developments and plan our IT needs. I suggest that a conference 1 False. Western companies have closed the gap but are still behind the
take place 9–10 August in the Roxburgh Hotel, Cheltenham. Japanese in terms of quality.
The two-day conference will follow this rough schedule. 2 True.
Day One 3 False. The ability to produce reliable products was a possible source of
Review of the current year long-term competitive advantage.
Guest speaker 1 4 False. All the staff must be involved and senior management must
Technology fair understand quality processes and how they work.
Day Two 5 False. Quality analysis may help to solve some performance problems
Guest speaker 2 but it has not replaced the need for common sense.
Presentations by staff 6 True.
Planning for 2008–2010 Exercise 5
I have priced the venue, catering, and speaker fees. This proposal will cost a craze b struggle c take for granted d stuff
$550 per person – a saving of $150 on last year. If you confirm this budget, I e traps f fads g sour h marvel
will start organizing this event.
3
He talks about fridges and washing machines.
4
1 a limited time
2 upgrade
3 spare parts and labour time
4 recycle

4
 Answer key

3.2 Vocabulary Quality and standards 5

1 1 The wrong fitting was put on the pumps.
The marketing manager: Quality means meeting the customer’s needs and 2 Production wasn’t given enough warning.
expectations. 3 Two different parts were sent together at the last minute.
The design engineer: Quality is designing and producing reliable products 4 The difference wasn’t spotted.
that do what they’re supposed to do. 5 It was decided to reduce stock movements.
The process engineer: Quality means delivering products or services to 6 A delivery was sent late.
customers faster, better and cheaper. 6
Quality auditors: Quality is the correct application of procedures and 1 In future, we will have the parts delivered separately.
standards. 2 Airbridge will be asked for earlier warning of any changes.
The end-user: Quality means that goods are not defective or damaged. 3 Birgit will have the parts checked.
2 4 The Stock Department must be briefed.
1 End-user 5 Airbridge will be given a discount on their next order.
2 Process engineer 6 We will have the procedures checked by an independent auditor.
3 Auditor
3.4 Speaking Delivering presentations
3
1
1 auditors
2 specifications Exercise 2
3 tolerances 1 Excessive jargon and acronyms
4 standardized 2 Speed: too fast
5 reliable / unreliable 3 Inappropriate pauses
6 improvement 4 Incorrect vocabulary
7 compliance Exercise 3
8 satisfaction 1 e 2 d 3 f 4 a 5 g 6 c 7 b
4 2
+ tough, durable, reliable, heavy-duty Exercise 5
– fragile, shoddy, flawed, cracked, poorly designed, flimsy, scratched The graph represents ‘Part failure rate per ten thousand’. Marc interprets the
+ / – disposable figures and highlights the problem that needs to be tackled.
5 3
Exercise 7 Marc follows the ‘rules’ of good presenting. He doesn’t speak too fast and
1 e 2 b 3 a 4 c 5 d 6 i 7 j 8 g 9 f 10 h he pauses in appropriate places. He uses some jargon but he takes care to
Exercise 8 explain it. He varies sentence length but avoids using very long sentences.
1 resource management He uses the right collocations (word combinations). Finally, he checks to see
2 design fault if listeners are following and he uses signposting language.
3 customer expectations 4
4 continuous improvement 1 shows 2 As 3 way 4 words
5 technical specifications 5 basically 6 clear 7 covers 8 look
6 industry standard
7 measurable objectives 3.5 Writing Procedures and instructions
8 statutory requirements
9 best practice 1
10 quality assurance Exercise 2
1 c 2 e 3 f 4 a 5 b 6 d
3.3 Grammar Passive structures and have something done
2
1 Exercise 3
1 is being serviced 1 Don’t 2 Do 3 Do 4 Don’t 5 Don’t
2 is serviced 6 Do 7 Do 8 Do 9 Do 10 Do
3 was being repaired Exercise 4
4 has already been checked They break all the Dos and Don’ts, except perhaps for 4.
5 will be mended
6 was replaced 3
7 hadn’t been used Bookcase assembly instructions
8 be dismantled 1 Check the packet contains all the items in the parts list.
9 was installed 2 Assemble the bookcase flat on the floor.
10 haven’t been trained 3 Begin by fitting wooden pegs in the four holes in each shelf.
11 is being organized 4 Screw the five shelves to the side panels, with the rounded edge towards
12 was last serviced the front.
5 Slide the back panel into place in the grooves at the rear of the side
2 panels.
Exercise 2 6 Fit the top and bottom panels and screw them down.
1 Is the photocopier being serviced at the moment?
2 Was it repaired last Tuesday? 4
3 Do you think it will be mended by next week? Exercise 6
4 When was the old one replaced? 1 She calls Max because she knows he bought the same TV stand and she
5 Had it been used correctly? has lost her assembly instructions.
6 Have you been trained to operate it? 2 He tells her what parts she should have.
7 Is some training being organized at the moment? 3 He promises to send her written assembly instructions by email.
8 When was it last serviced? Exercise 7
1 top panel, 4 pegs, 2 side panels, 8 screws, 1 cross bar,
Exercise 3 4 castor wheels, 1 shelf
1 It should be fixed!
2 The procedure could be rewritten. 5
3 A mistake must have been made. TV Stand Assembly Instructions
4 I might have been informed! 1 Put the four pegs in the holes in the cross bar.
5 It can’t have been deleted! 2 Assemble the cross bar and the two end panels.
3 Place the top panel on the cross bar and screw it in place with four
3
screws.
1 c 2 a 3 b 4 Fix the shelf in place with the remaining four screws.
4 5 Insert the four castor wheels in the holes in the side panels.
1 Production
2 Sales
3 Stock
4 Production
5 Logistics
6 Stock

5
 Answer key

3.6 Care Study Zaluski Strawberries 5

1 1 The basic principle of the game is for one team to hit the ball so that it
1 False – strawberries are rich in Vitamin C and are high in fibre. touches the ground on the opposing team’s side of the net, or so that the
2 True opposing team is unable to return the ball.
3 False – the USA is the biggest producer of strawberries in the world. 2 Volleyball has often been called the ultimate team sport because a team
4 True is only as strong as its weakest player. Unlike other sports where the
5 True objective is to keep possession of the ball, in volleyball a team can target
6 True the weakest member of the opposing team in the hope that they will be
7 True unable to return the ball. The main lesson for project management is that
8 Nobody is certain about the real origins of the name. teamwork is essential if a common target (like winning in volleyball) is
9 True to be reached. The whole team has to work together and cover for any
deficiencies of weaker members.
2 3 The need to share common goals, to work together to achieve these
1 A consumer would probably want strawberries that are clean, ripe, bright goals, to give mutual support and encouragement and to ‘play in
red all over, firm, sweet, not bruised and not decayed. harmony’.
2 Because Schuurman have just upgraded to refrigerated display units and
they want to be sure that incoming fruit is of top quality, to extend shelf 4.2 Vocabulary Managing people and projects
life and reduce wastage.
1
3 Hank Batten’s email speaks of ‘industry best practices’, implying
that Schuurman have a modern, proactive approach to quality, while a The maverick
Zaluski’s website promotes the traditional side of production. b The leader
4 She will probably want to contact Zaluski to see what can be done to c The workaholic
improve quality. d The bully
e The team player
3
2
She wants to fix a date for a supplier audit, sooner rather than later!
The bully: aggressive, impatient, over-critical
4 The team player: cooperative, easy-going, friendly, helpful
Suzanne will certainly need to investigate the facts relating to all the key The leader: charismatic, confident, decisive, motivating
factors listed under each bullet point. The workaholic: anxious, obsessive, stressed
The maverick: independent, individual, single-minded, unpredictable
5
1 picking bonus 3
2 training Exercise 3
3 10 cm Anna: the maverick
4 three or four Bjorn: the workaholic
5 three degrees Katia: the team player
6 records Exercise 4
7 training Anna: independent, single-minded, selfish
8 bonus Bjorn: stressed, organized, obsessive
9 refrigeration system Katia: friendly, easy-going, helpful, cooperative
10 two or three
4
6 1 f 2 h 3 e 4 c 5 a 6 d 7 g 8 b
The main areas of improvement that should be covered are the following:
train the pickers and pay bonuses based on fruit quality, not just quantity 5
reduce the depth of trays to five centimetres Exercise 6
reduce the transport time from the field to the cooler (one hour maximum) 1 b 2 d 3 e 4 a 5 c
cool berries to 0–1 °C Exercise 7
keep records of cooler and storage shed temperatures a End-users
train packers and pay bonuses for good packing b Sponsor
check the refrigeration system on each truck c Project manager
monitor the phasing-out of nitrogen fertilizers d Key stakeholders
e Project team members
4 Feedback 6
1 meet 2 reach 3 establish 4 set
4.1 About business The project team 5 achieve 6 fix 7 miss 8 stick to
1
A dam
4.3 Grammar Regrets, speculation and habits
b project approval 1
h river diversion 1 shouldn’t have chosen
2 2 could have predicted
3 should have put
1 Geological survey
4 would have done
2 Land purchase
5 might have been
3 River diversion
6 would she have listened
4 Dam construction
7 ought to have been taken
3 8 must have wasted
1 9 wouldn’t be
walking around in blindfolds 10 could have made
navigating rope courses 2
sitting cross-legged on the floor with paper and crayons illustrating ‘life
1 If we had given Murray a different role, he wouldn’t have resigned.
paths’
2 If we had not been in such a rush, we would have made a better choice.
2
3 If the users had been listened to, their views would have been taken into
companies don’t think about how effective teams are actually built
account.
employees usually don’t complain about silly team-building efforts, whether
4 We would not have wasted one month if we had asked the right
out of apathy or for fear of being labelled ‘anti-team’
questions in the first place.
people don’t want to offend well-meaning team-building practitioners
5 If we had got the project approval earlier, we would have been able to
4 start correctly.
Exercise 5 6 We would not have had all these problems if we had made the right
1 d 2 c 3 a 4 b decisions!
Exercise 6
a Lack of leadership
b No clear objective
c No common plan
d Lack of an open and honest atmosphere

6
 Answer key

3 5
1 used to give Exercises 6 and 7
2 get used to working 1 Could I have a word with you in my office?
3 used to be 2 Can you tell me exactly what happened with Mr Baitan on Friday?
4 didn’t used to come 3 Do you have any ideas as to why Mr Baitan was quite so upset?
5 used to make 4 Do you realize that this kind of problem can have serious consequences?
6 was / wasn’t used to using 5 So what do you think we can do to make sure this situation doesn’t
7 am still not used to typing happen again?
6 So, before you go, can I just summarize what we have agreed?
4
Exercise 4 6
Kim regrets her decisions more. 1 Do you realize that we risk losing Mr Baitan’s business if we don’t find a
Exercise 5 solution?
1 could have had 2 Do you think you should ask for help next time you have a problem?
2 could have earned 3 Do you think you should’ve called me on my mobile?
3 should have stayed 4 Do you agree that this wouldn’t have happened if you’d been more
4 should have studied flexible?
5 should have left 5 Do you realize that you should’ve remembered that the customer is
6 could have lived always right?

5 4.5 Writing Reports

a If Grant had stayed at the accountancy firm he would have earned a lot
1
more money.
b If Kim had studied to become a vet, she would have been happier. Employer: reviewing progress, setting achievable goals, identifying strengths
c If Grant hadn’t become a farmer, he would have had a much more and weaknesses, encouraging communication.
stressful life. Employee: discussing rewards, planning training, stating career objectives.
d If Kim had helped Grant start his farm, they might have got married! 2
6 1 Title
Exercise 7 2 Executive summary
Past: earn a lot of money, work in London, work under pressure 3 Introduction
Now: work with animals, run my own business, have a slow pace of life 4 Procedure
5 Findings
Exercise 8 6 Conclusions
He used to earn a lot of money. 7 Recommendations
He didn’t used to work / He’s used to working with animals.
He used to work in London. 3
He didn’t used to run / He’s used to running his own business. Exercise 3
He didn’t used to have / He’s used to having a slow pace of life. Paragraphs beginning:
He used to work under pressure. 1 A survey …
2 The Management Committee …
4.4 Speaking Coaching 3 Firstly, Webwide Consulting …
4 Three main areas of concern …
1
5 In conclusion …
1 Probably b: explain how their performance was less than expected, set 6 1 We should …
new objectives and deadlines, and supervise the employee more closely.
2 Probably d: ask the employee to analyse their own performance and the Exercise 4
reasons why it has fallen below their usual standards, and try to find out 1
if there is a problem; remind them of what you expect from them, and Executive summary: A survey …
temporarily set and check shorter-term goals. Introduction: The Management Committee …
3 Probably h: congratulate them on their performance, and give them Procedure: Firstly, Webwide Consulting …
longer-term goals, more autonomy, and more freedom to take the Findings: Three main areas of concern …
initiative. Conclusion: In conclusion …
4 Probably i: thank them for their hard work, and perhaps give a bonus, a Recommendations: 1 We should …
promotion or wider responsibility. 2
Suggested answers:
2 Bullet points, numbers, letters
Interview 1
4
Objective: to reprimand Rafael
Rafael upset Mr Baitan Exercise 5
Rafael probably feels confused and resentful because he doesn’t understand a next b for example c moreover
what he has done wrong d due to, therefore e finally, to sum up, overall
Interview 2 Exercise 6
Objective: to praise Rafael 1 Therefore 2 Next 3 Moreover 4 due to
Rafael covered for Maria 5 Overall 6 due to 7 for example
Rafael probably feels confused because he has been praised for covering 5
for Maria and reprimanded for not wearing a tie and not switching off the We held interviews …
computer We took this decision …
3 we gathered information …
Exercise 3 External consultants carried out a survey …
Interview 1: Constructive criticism We recommend …
Interview 2: Recognizing merit The individual interviews revealed three main areas of concern.
Exercise 4 6
1 Mrs Gomez’ criticism is not constructive, she doesn’t state the facts Exercise 8
or elicit the causes of the problem, she doesn’t give Rafael any chance Lou wants you to write the first draft of the Annual appraisal review report.
to comment, she doesn’t set objectives, she mixes giving criticism and Exercise 9
recognizing merit, she doesn’t specify the qualities she appreciates or the Annual Appraisal Scheme Review
positive consequences of Rafael’s behaviour. Introduction
4 An annual appraisal scheme was set up last year to improve staff motivation
1 contact – set the scene and communication within the company. We planned a review of the
2 conclusion – consequences scheme after one year.
3 praise – facts or results Procedure
4 praise – personal qualities Line managers ran appraisal interviews in December. Amongst other
5 conclusion – keep the interview short questions, staff were asked for their feedback on the scheme.
Findings
The feedback was mostly positive. The main criticisms of the scheme were
that the interviews were too short (just 45 minutes) and that there was a lack
of ‘objective measurement of performance’.

7
 Answer key

Conclusions 3 This mix seems incoherent since the majority of readers of women’s
The appraisal interview scheme should be maintained but with some minor fashion magazines are probably not ecologists, do not wear T-shirts, and
adjustments. are not men, thus excluding a large market segment. The company needs
Recommendations to find media which are better suited to developing its market niche.
Run one-hour appraisal interviews this year, subject to: 4 Not a coherent mix, since the product is B2B, not for the general public,
1 the development of more objective performance indicators (F Berger to and poor mix dynamics, as few executives still write business letters. The
report back in January), and company need to conduct a market study to determine whether there is
2 the final approval of the Board of Directors. any demand for this service.
5 The mix is probably coherent, as a majority of football fans are male, i.e.
4.6 Case study Trident overseas the same segment of the population as most video gamers (teenagers and
young men) and buyers (fathers and grandfathers).
1
Exercise 2 3
1 Petrol prices are fixed by the government in many African countries. Exercise 4
2 Because quality of service, and not petrol prices, is the crucial factor in 1 e 2 a 3 b 4 f 5 d 6 c
attracting customers. Exercise 5
3 Some of them are very good, but many get things done by shouting at 1 advertising
their staff. 2 direct marketing
4 Some are owned by independent dealers and some directly by Trident. 3 e-marketing
5 He has just been on a three-day fact-finding trip to the Lamu district. 4 undercover marketing
6 The Lamu district development project is behind schedule and in a mess. 5 publicity
Exercise 3 6 viral marketing
Sales manager 4
1 segmentation
District managers 2 declining
3 niche
Sales reps 4 share
5 research
Dealers Young Dealers 6 study
7 leader
Forecourt staff Mechanics 8 flood
9 bring
2 10 enter
Exercise 5 5
1 customers 2 friends and relatives 3 nephew 4 leave 1 This is one of the most effective ways of increasing sales volume, for
5 recruitment 6 support 7 deadlines 8 female 9 stop 10 quit all sorts of different products – anything from soft drinks to mobile
phones. The idea is to persuade customers to purchase two items at a
50% discount. Because there’s no reduction in the price for one item, the
5 Selling more apparent ‘full value’ of the product is maintained. So customers have the
impression that they’re getting something ‘for free’.
5.1 About business Selling more 2 Inkjet printers are a good example of loss leaders. The actual printer
1 is sold so cheaply that the manufacturer loses money on it – but the
1 Viral web ads spread from computer user to computer user. customer is then forced to buy that manufacturer’s high-priced ink
2 Advertising has shifted from television and print media to the Internet, cartridges and special paper.
and has started to try to entertain its audience. 3 Tying is often seen in electronics, in video games, for example,
3 More difficult. where games consoles will only run software licensed by the console
manufacturer, so customers are forced to buy their games and nobody
2 else’s.
1 The amount of money Ed Robinson spent on producing his first video 4 Cashback is a term which is used in various contexts to refer to schemes
clip. in which customers receive money, in the form of cash or otherwise,
2 The amount Robinson’s company now charges to create a successful ad. during transactions in which the main movement of money is in the
3 The number of friends Robinson sent his first clip to. other direction. For example, some big chain stores have a debit card
4 The number of hits Robinson’s website received in three months. which allows shoppers to receive cash along with their goods when
5 The value of the viral marketing advertising pie. they pay by debit card. And some credit card companies have a similar
6 The number of videos YouTube shows per day. credit card, where they pay the customer a small amount for each use
of the card. Then of course there are the rebates that customers get with
3 loyalty programs or by sending receipts or proofs of purchase to the
1 T 2 T 3 F 4 T 5 F 6 F manufacturer – the kind of thing you often find on cereal packets or
4 chocolate bars.
5 Bundling involves offering several products for sale as one combined
Exercise 5
product. This strategy is very common in the software business, where
They disagree about the benefits of viral advertising.
for example you can bundle a word processor, a spreadsheet, and a
Exercise 6 database into a single office suite – and in the fast food industry, in which
1 remember multiple items are combined into a complete meal.
2 less impact
3 small proportion 5.3 Grammar Questions for persuading
4 increased sales
5 pay more attention 1
1 don’t they?
5.2 Vocabulary The marketing mix 2 is it?
3 don’t they?
1 4 will it?
1 Price, Promotion, Product and Placement 5 would you?
2 Customer Solution, Cost, Convenience, Communication 6 didn’t we?
3 how well the components of the mix blend together 7 wasn’t she?
4 how the mix must be adapted to changes in the business environment, 8 should I?
the organization’s resources and the product life cycle
2
2 1 b 2 c 3 a 4 b 5 c 6 a 7 c 8 c
1 This is probably not a very coherent mix as the customers of this type
of salon probably prefer to travel by car rather than by underground; it 3
suggests that the franchise has not done its market research properly. 2 Wouldn’t it
2 This seems a sensible mix dynamic since cassette manufacturers face a 3 Don’t you
declining market where market share is being captured by mp3 players. 4 Aren’t you
This kind of distribution minimizes costs and allows a product at the end 5 Wouldn’t it
of its life cycle to improve its profit margin. 6 Isn’t
7 Have you
8 Don’t you
9 Didn’t they

8
 Answer key

4 5.5 Writing Mailshots and sales letters

Exercise 4 1
a information Exercise 2
b agreement 1 Hook
Exercise 5 2 Promise
1 rise 3 Benefits
2 fall 4 Credentials
5 Action
5
6 PS
1 I 2 P 3 I 4 P 5 P 6 I 7 P 8 I
Exercise 3
6 1 Action
Exercise 7 2 Credentials
1 could you? 3 Promise
2 could we? 4 PS
3 don’t we? 5 Benefits
4 do you? 6 Hook
5 did you?
2
6 didn’t we?
7 is there? 1 Hook
8 could you? 2 Action
3 Credentials
Exercise 8 4 Action
1 rise 2 fall 3 fall 4 rise 5 Hook
5 rise 6 fall 7 fall 8 rise 6 PS
7 7 Promise
Exercise 9 8 Benefits
One person is the customer. The sellers have to persuade the customer to 3
buy something by asking tag questions. The customer mustn’t answer yes or Exercise 5
no. Watch, listen and read – verbs
8 on DVD, in the car, or on your PC – preposition + noun
1 Don’t they deserve more than grabbing a hamburger or eating a whoever you are, wherever you are and whenever you want – conjunctions
sandwich at their desks? leading companies, large, medium and small – adjectives
2 Haven’t they earned the right to sit down to a proper meal in a Exercise 6
restaurant? 1 students, teachers and writers
3 Isn’t there a better way to keep them satisfied and motivated all 2 fitter, healthier and stronger
afternoon? 3 improve productivity, save time and increase profitability
4 Don’t you know that not being able to eat properly is one of the main 4 plan, prepare and deliver
reasons staff quit their jobs? 5 improved handling, a redesigned cockpit and a host of options
5 Wouldn’t your staff appreciate receiving luncheon vouchers as part of 6 In less than an hour you’ll be able to start using Homearchitect®
their compensation? software; in less than a day you’ll be designing your own interiors, and
6 Wouldn’t you like to actually save money because luncheon vouchers are in less than a week you’ll be producing professional quality plans and
tax deductible? blueprints.
7 Won’t it be nice to do something positive for every employee? 7 save for a new house, plan for your retirement and take advantage of tax
deductions.
5.4 Speaking Dealing with objections 8 how to handle difficult customers, how to deal with complaints and how
to build customer loyalty
1
a Salesperson 2 criticizes the competition. 5.6 Case study Backchat communications
b Salesperson 3 gives in to pressure.
c Salesperson 1 overreacts and threatens the customer. 1
1 Thomas Ibanez is frustrated because he can’t contact Jung Jun, which
2 makes it more difficult to run the delivery service.
1 Use the ‘feel, felt, found’ formula to answer objections – conversation 2 2 In the courier business ‘time is money’ because customers pay for fast
2 Redirect the objection to obtain more information – conversation 3 delivery of urgent packages, and the faster a driver delivers, the more
3 Welcome objections and try to establish agreement – conversation 1 customers he can serve.
3 3 Jung Jun’s phone is on voicemail, perhaps because he has a battery
Exercise 4 problem, or he has switched it off while speaking to a customer or while
I understand how you feel. Like you, several customers felt that this was having a break, or because he is out of range of a transmitter, or because
more than they wanted to spend. However, they soon found they were it has broken down.
saving money. 4 Mobile phones with geopositioning would mean the office would be able
So tell me, is the membership fee the only reason you’re not ready to sign up to know exactly where drivers were at any moment.
now? 2
So, if I could postpone your first payment to next year, would you be ready 1 Because they have longer line rental time and include more sophisticated
to sign up today? handsets.
I know exactly what you mean. It’s a big decision to make, isn’t it? 2 Because it helps them to manage their future cash flow.
I understand. We all want to get a product we can actually use, don’t we? 3 a The Hi-tech plan, if they need geopositioning.
Exercise 5 b and c All opinions are possible.
Are you comfortable with that?
3
Have I answered your question?
Would that make sense? Customer: Seoul Deliveries
Contact name: Thomas Ibanez
4 Position: Office Manager
1 b 2 d 3 a 4 c 5 g 6 e 7 h 8 f Approx. number of units required: 200
User profiles and needs:
5 Admin staff – would like Bluetooth headsets
1 Is the freeze the only reason you’re not ready to order today? Managers – need email
2 I’m glad you mentioned that. It’s difficult to understand why one supplier Drivers – management want to motivate drivers with something more
is 20% more expensive than another, isn’t it? But have you asked sophisticated
yourself why there’s such a large difference? Possible objections: Drivers may object to the geopositioning system
3 I understand how you feel. A lot of our customers felt the same way (remind them about the mp3 player and TV)
before they tried the product. But after they adopted it, they found it Managers may object to drivers watching TV and playing video games
surprisingly robust.
4 If I could show you how you could pay less for insurance on a new car
than on your old car, would that make you feel better about it?
5 You’re probably asking yourself if Head Office might block the deal.
We’ll be happy to meet them and explain why it’s a good choice. Are you
comfortable with that?
6 Do you mean that you’ll choose the supplier who delivers the fastest?

9
 Answer key

5 Will you be phoning the office?

6 New Business 6 Will you be flying to Moscow?
6.1 About business Self-financing 2
1 Exercise 3
The author recommends ‘doing it yourself’, i.e. raising capital from sources 1 will not (won’t) have finished
such as friends and family, savings, credit cards, second mortgages and so 2 will have been working
on. 3 will have been waiting
4 will have been
2 5 will have been travelling
1 N 2 Y 3 N 4 N 5 Y 6 Y 7 N Exercise 4
3 1 will have floated
1 d 2 g 3 b 4 e 5 a 6 f Not needed c 2 will be sitting
3 will not (won’t) have gone
4 4 will still be trying
Exercise 5 5 will have been working
He thinks that most people underestimate the cost of starting a new business 6 will you be seeing
and will eventually need to approach a venture capitalist, a business angel 7 will not (won’t) be meeting
or a bank. His attitude to do-it-yourselfers could be described as dismissive 8 will not (won’t) have got
or amused. 9 will have finished
10 will not (won’t) be thinking
Exercise 6
1 commitment 3
2 skills 1 will have been trading / five years
3 realistic 2 will have been / five years
4 growth 3 will have been selling / two years
5 valuation 4 will have had / three years
6 due diligence 5 will have been receiving / one year
6 will have owned / three years
6.2 Vocabulary Funding a start-up
4
1 1 they will be having cocktails on the lawn.
1 leasing 2 bank loan 3 equity finance 4 overdraft 2 they will be eating dinner.
2 3 they will be listening to John Gregor (giving company awards).
4 they will be dancing in the disco.
Exercise 2
1 self-funding 5
2 bank loan 1 will you be arriving
3 overdraft 2 will you be needing
4 family and friends 3 will you be giving
5 equity finance 4 will you be choosing
6 grants 5 will you be wearing
7 leasing
3 6.4 Speaking Taking questions in presentations
1 repayments 1
2 cash flow 1 Listen to the questioner.
3 security 2 Don’t interrupt.
4 guarantor 3 Comment on the question before you answer it.
5 interest-free loan 4 Reply to the audience.
6 matching funds
7 maintenance 2
Exercise 3
4 2 awkward
1 b 2 e 3 a 4 g 5 c 6 f 7 d 3 irrelevant
5 4 unnecessary
5 no questions
1 get through
2 come up Exercise 4
3 turn down 1 d 2 f 3 a 4 b 5 c Not needed e
4 check out / go over
3
5 draw up
6 sets out 1 No questions
7 goes through 2 Awkward
8 put forward 3 Unnecessary
9 work out 4 Irrelevant
10 weed out 5 Awkward
6 Useful
6 7 Awkward
1 Inadequate financial returns 8 Useful
2 Lack of skills in the management team
4
3 Not scalable: no growth potential
4 Financial forecasts based on too many assumptions 1 It’s quite simple
2 To be precise
6.3 Grammar Future perfect and future continuous 3 That’s why
4 In other words
1 5 To put it into perspective
Exercise 1 6 so
1 will be talking
2 will call 6.5 Writing An executive summary
3 won’t be coming
1
4 will be thinking
5 will be going 1 It will be the first landscape gardening company in the country to use
6 will tell organic gardening techniques.
7 will ... be 2 Prices will be affordable, so not too expensive.
8 will be doing 3 Good service is important because the company hopes to grow through
customer recommendations.
Exercise 2 4 Paragraph 4.
1 Will you be seeing Axel this week?
2 Will you be eating with us this evening? 2
3 Will your boss be coming to the meeting? a 1 b 4 c 7 d 5 e 2 f 6 g 3
4 Will you be staying in the office at lunchtime?

10
 Answer key

3 7 Are you able to build up good working relationships?

You have to be capable of creating good working relationships with
Exercise 4
everyone, from staff and suppliers to clients and potential clients.
1 The executive summary tries to be factual and is somewhere between
8 Can you manage your time?
neutral and exaggerated, but it is certainly positive or upbeat.
Most of us know we should work to Smart (Specific, Measurable,
2 It is mostly written from a third person (Greenman Gardening) point of
Realistic and to a Timescale) objectives. But there is appreciating the
view.
theory – and there is applying it. Will you be able to stay focused?
3 Bullet points, italics to highlight the company name, numbering and
9 Can you work under stress?
paragraphs.
Are you the sort of person who panics under pressure or do you
4 The future with ‘will’.
perform best when pushed?
Exercise 5 10 Are you good at financial management?
1 Greenman Gardening will increase turnover by 25 per cent in Year 2. (Be Are you willing to get to grips with the basics, possibly even the
positive) – Financial summary details, of business finance? Are you also prepared to be organised and
2 Sharon Roma will be the marketing manager. (Don’t exaggerate but stick systematic with all the subsequent paperwork?
to facts) – Management team
3 Greenman Gardening will spend £20,000 on advertising in the first six 2
months. (Use the third person point of view) – Financial summary Exercise 3
4 Greenman Gardening’s competitive advantage is based on three factors: 1 Because the bank wouldn’t lend Kate and Luis $50,000.
• price 2 Nothing in terms of money, but possible contacts with business angels or
• efficiency venture capitalists who may be interested in investing in good ideas.
• innovation 3 So that they can think about their own ideas in a real restaurant
(Use bullet points) – Keys to success environment.
5 Greenman Gardening will build an interactive website for customers to Exercise 4
view landscape options. (Be positive) – Core products and services Business name: Kaluma
4 3
Exercise 6 Business name: Kaluma
1 A clothes shop. Outline: medium-sized restaurant, organic food, emphasis on fair trade
2 Products: T-shirts, jackets and jeans for men and women. Services: Target customers: not defined specifically because customers will come if the
advice on fashion. product is good
3 Young working professionals in their twenties or thirties. Core products and services: healthy, organic cuisine, cool atmosphere,
4 It depends whether the area continues to grow in popularity. concept
5 Kerry Clarke and Sam Marques. Management team: Luis Hernandez – General manager, Kate Shapiro
6 £340,000 p.a. by the end of Year 3. – Financial manager, Mario – Head chef
Exercise 7 Keys to success: location, training and good service
Outline Financial summary: Turnover: $380,000 in Year 1, $550,000 in Year 2
Bowie’s is a cutting-edge clothing retailer of up-to-the-minute casual wear Mission: to be a great place to eat with an engaging atmosphere and to
for fashion-conscious men and women in the booming Shawton area. provide great, healthy food
Core products and services
We will sell male and female styles of T-shirts, jackets and jeans. Personal
fashion advisors will be available to help customers with their choice of 7 Financial control
clothing.
Target customers 7.1 About business Accountants
Our target market is the hard-working, hard-playing, fashion-conscious 1
young professional who knows how important it is to look good.
1 a 2 c 3 d 4 b
Management team
Kerry Clarke, with ten years’ retail experience, will be the shop manager. 2
Sam Marques, part-owner of two other successful retail businesses, will be The image the jokes give of accountants is rather negative (but then jokes
the financial manager. usually are!). However, some points could be seen as positive. The jokes
Keys to success portray accountants as: greedy, boring, traditional, poor at maths, lacking
1 Products carefully chosen to match the aspirations of our clientele. original thinking, but hard-working and respectful of procedures.
2 Fashion advisors to help our customers make the right choice.
3 Experienced management team with a sound track record. 3
Financial summary 1 First, it is associated with maths and numbers, which traditionally a lot
• Projected turnover in year 1 – £240,000 of people are not keen on, secondly, it is seen as predictable and, lastly, it
• Projected turnover in year 2 – £320,000 is also seen as a steady job, not for risk-takers.
• Projected turnover in year 3 – £340,000 2 Accountancy’s image is improving due to excellent job-satisfaction, the
Mission fact that it is a female-friendly profession and that accountants today are
We will provide the latest up-to-the-minute casual fashions to young key decision makers.
working professionals who know that appearance is everything. 4
Exercise 4
6.6 Case study Angels or demons a answers will vary
1 b because accountancy traditionally has a poor image and few people
would want to be seen wearing a T-shirt claiming that they intend to be
Exercise 1
an accountant
In fact, you need to be able to answer ‘Yes’ to all the questions, with the
c positive
possible of exception of 10, where you could (and probably should) bring in
outside help. Exercise 5
1 Are you ready for a complete change? A confident manner in court, a systematic and analytical mind, and
The shift from worker to boss can be seismic. You lose whatever imagination.
security you had as an employee, and gain all the responsibility, at least
5
initially, of everything starting and stopping with you.
2 Are you up for learning hard and fast? 1 d 2 b 3 b 4 a
The learning curve never really stops. It keeps going. You are always
developing new skills and you have to stay open to doing that. 7.2 Vocabulary Financial documents and regulation
3 Are you willing to take advice from others? 1
You can’t afford to ignore good guidance, but at the same time you do Exercise 2
have to be confident of your own vision. 1 b 2 c 3 a
4 Can you stay self-motivated, even when faced with disappointment and
difficulty? Exercise 3
When you think about running your own business you may initially a cash flow statement
be filled with excitement at what is to be, but what will happen to that b profit and loss account
enthusiasm when something goes wrong? c balance sheet
5 Can you be emotionally resilient? The numbers in brackets represent cash outflow.
Running a business for yourself, often by yourself, can be lonely. You 2
will need to develop ways of coping with this and ensuring it doesn’t 1 g 2 b 3 d 4 e 5 c 6 a 7 f 8 h and i
become too much of an issue.
6 Are you able to think laterally?
A creative approach to seeing situations can be a real asset in business.

11
 Answer key

3 5
Exercise 5 Exercise 7
1 c 2 e 3 f 4 b 5 a 6 d Unit sales – higher than expected due to hot weather
Exercise 6 Value of sales – down due to the increased price of petroleum-derived
1 under cash payments products and the knock-on effect on raw materials
2 depreciation as a negative figure (in brackets) below gross profit; Admin costs – down due to lower labour costs
extraordinary income under other income Raw materials – less of a reduction than expected due to increased price of
3 plant and machinery under fixed assets and accounts payable under petroleum-derived products
current liabilities Payroll – down due to lower labour costs
Operating profit – higher than expected due to the hot weather and the
4 resulting strong sales, and reduced labour costs
1 encourages Exercise 8
2 lets Hot weather in July led to increased demand for air-conditioning units, and
3 discouraged as a result Fantastik sold a record 42,000 units. Reduced costs stemmed from
4 made a number of different factors, for example a large reduction in the payroll
5 helped resulted from the availability of migrant workers from new European states.
6 prevent On the other hand, high oil prices gave rise to increased raw material costs.
7 force Despite this, the favourable conditions resulted in an operating profit which
8 allows was well above target.
9 prohibit
10 permit 6
11 enables 1 an 2 a 3 the 4 no article 5 the 6 no article
12 compels 7 no article 8 the 9 the 10 the 11 no article
12 no article 13 no article 14 the 15 the 16 the
7.3 Grammar Cause and effect, ability, articles 17 no article 18 no article 19 a 20 no article
1
7.4 Speaking Communicating in meetings
1 stemmed from
2 resulted from 1
3 gave rise to Exercise 2
4 led to 1 The meeting is not very successful because the two men don’t understand
5 brought about very much of what Alice is saying, and Alice doesn’t realize this.
6 arose from 2 Very little. Serge has heard the word ‘tweaking’ but doesn’t know what
it means. David just understands that Alice wants a meeting at 8.30 the
2
next day.
1 couldn’t pay 3 Students’ own ideas.
2 managed to beat
3 aren’t able to find 2
4 have succeeded in increasing Exercise 3
5 managed to get The meeting is more productive because the men, who don’t understand
6 failed to come up with very well, explain more clearly why and what they don’t understand. This
7 could pay helps Alice understand their problems and she in turn tries to be clearer.
8 were able to meet This results in better communication and mutual understanding.
3 3
Exercise 3 1 more specific
1 Sue gave me useful information about the new regulations. 2 mean
2 Harry’s a real technophobe: he just hates computers! 3 saying
3 Correct. 4 see … mean
4 To become an accountant, Geri spent three years studying. 5 go over
5 They bought new machinery to help them meet the order.
4
6 Personnel are finding it difficult to find candidates with intelligence.
7 Correct. Asking for clarification: b, c
8 Luke resigned after he was accused of unethical behaviour. Clarifying: a, d, e
9 When completing your expense form, remember to claim for Checking you understand: f, j
entertaining. Checking other people understand: g, i
10 The CFO asked me to do research to establish why our losses had Summarizing: d, h, k, l
increased.
7.5 Writing Minutes
Exercise 4
1 1
a He’s still running the same restaurant. Exercise 1
b He’s still in the restaurant business but perhaps running a different a 1 Informal
restaurant or doing a different job entirely. 2 Formal
2 3 Informal but businesslike
a She couldn’t attend because she was studying at college. 4 Informal
b She couldn’t attend because she was at the college, i.e. on the campus, b 1 to organize the Christmas lunch
but perhaps not studying. 2 to review the construction project
3 3 to bring members of the department up to date on any new issues
a He avoided talking about his private life in public. 4 to appoint a sales manager
b He avoided talking about his private life at work. Second question: students’ own answers.
c The first three meetings will probably require minutes as there are
4
several participants and potentially several points to discuss. Meeting 4
Exercise 5 involves only two people and relates to a relatively simple choice of one
Fantastik met performance targets for: unit sales, repeat business, admin candidate. The minutes will probably differ in terms of their formality or
costs, payroll and operating profit. informality.
Exercise 6 Exercise 2
2 In fact, they only succeeded in making €0.98 million. They relate to Meeting 3.
3 they managed to reach this target.
4 They were able to achieve a reduction of three per cent. 2
5 they only managed to reduce them by two per cent. Exercise 3
6 Fantastik planned to keep the payroll to €250,000 and they succeeded. 1 Venue
7 Fantastik hoped to make an operating profit of €220,000 and they 2 Chair
managed to reach €255,000. 3 Attendees
4 Item
5 Discussion
6 Action
7 Next meeting

12
 Answer key

Exercise 4 8.2 Vocabulary Contracts and corporate ethics

1 Full names are given in the list of attendees but otherwise initials are
used. 1
2 To determine who will do what by when. Exercise 1
3 expressed, identified, proposed, agreed, requested, accepted, decided, sign a contract: if you get a job, agree to buy or sell a house, agree to provide
concluded. a product or a service
4 will get, will prepare, to look into. negotiate a contract: if you transfer a footballer, get married, agree to write
a book
3 break a contract: if you leave your job without giving notice, fail to do the
2 We rejected the idea of keeping the existing open-plan arrangement. work you are paid to do
3 EF congratulated Sally on her work in accounts receivable. cancel a contract: if you are dissatisfied with your ISP, if your customer
4 DS explained that the current appraisal system is not working because doesn’t pay
interviews take too long and are too infrequent. draft a contract: if you want to formalize what you have agreed with your
5 DS confirmed that the department heads thought that the current cleaning lady
expense form was too complicated. award a contract: if you choose an advertising agency to improve your
6 FW suggested getting three quotations for screens and three for company’s image, or a distributor to sell your products
partitions. renege on a contract: if you fail to pay for the encyclopedia you ordered,
4 refuse to appear in the movie you agreed to star in
take out a contract: if you pay someone to kill someone!
1 organize – c
2 draw up – f Exercise 2
3 arrange – a 1 entered into
4 contact – e 2 hereby
5 evaluate – d 3 undertakes
6 chase up – b 4 on or before
5 hereinafter
7.6 Case study Car-glazer 6 make payment
7 deemed
1 8 regardless of the cause thereof
1 Car-Glazer is in the car glass repair and replacement business. 9 give notice
2 Emily is Car-Glazer’s Chief Accountant. She’s been working for the 10 irrevocable
subsidiary for nearly eight months.
3 Filip Novak. 2
4 They are damaging vehicles while doing repairs. Exercise 3
1 hereby
2 2 undertakes
1 He works in Accounts Receivable. 3 give notice
2 and 3 Students’ own answers. 4 entered into
5 make payment
3
6 regardless of the cause thereof
1 She speaks to Jakob Miler, the owner of Garage Miler. 7 irrevocable
2 He is Area Sales Manager in the East. 8 hereinafter
3 A Volkswagen. 9 on or before
4 A BMW. 10 deemed
5 Because they themselves haven’t been paid the 378,000 koruna for the
work done on Filip Novak’s BMW. Exercise 4
6 Students’ own answers. 1 binding
2 enforced
3 penalty
8 Fair trade 4 applies
5 sued
8.1 About business Fair trade or free trade 6 breach
7 parties
1 8 settlement
1 Fair trade products make rich consumers feel guilty. N 9 goes
2 Free trade would help the poorest farmers more than fair trade. Y 10 damages
3 Fair trade products are low quality. N
4 Fair trade farmers are forced to modernize their production methods. N 3
5 Big coffee chains force farmers to reduce their prices. N 1 Calisto will be in breach of contract. JZ Music will be entitled to cancel
the contract, refuse the goods and withhold payment. More probably, a
2 penalty clause will apply and Calisto will have to pay compensation.
Exercise 3 2 JZ Music will probably refuse the goods and insist on delivery of the alto
1 a minimum price to producers saxophones. They may negotiate favourable terms if they think they can
2 to relieve their guilt also sell the tenors, but tenors are usually too heavy for children so not
3 an artificially high price appropriate for the Christmas market.
4 because they can invest in quality 3 JZ Music will probably ignore the invoice since they are not required to
5 mechanization and modernization make payment until thirty days after receipt of the goods.
6 they appreciate coffee as a premium product; they drink less instant 4 The goods will not be deemed received since the port of Southampton
coffee is specified in the contract. Calisto will have to make arrangements to
7 those who respond to the demands of the market transfer the goods to Southampton on or by 1 November, or they will
Exercise 4 be in breach of contract, and the penalty clause will apply. Calisto may
1 economic illiteracy allow a discount if JZ Music agree to receive the goods in Portsmouth.
2 kicks away the ladder from the poorest producers 5 Providing JZ examine the goods on arrival, and give notice to Calisto of a
3 wave a magic wand claim for damages within seven business days after delivery, Calisto have
4 a romantic view of peasant farmers toiling in the fields day in day out to pay for or replace the damaged goods, since the risk is on the seller.
5 locking them into poverty 6 If JZ Music fail to give notice to Calisto of a claim for damages within
6 superheroes of the coffee market seven business days after delivery, they will be deemed to have accepted
the goods and will have no claim on Calisto.
3 7 If JZ refuse to pay, Calisto can sue for breach of contract. Providing the
fair trade lets small farmers make a living goods were delivered and received as specified in the contract, JZ Music
fair trade avoids the danger of unbalanced economies by spreading risk will probably be ordered to pay the invoice plus interest and perhaps
damages.
8 If JZ do not remember to extend the warranty on or before 1 April it will
be deemed to have lapsed, and Calisto will not be required to provide a
maintenance and repair service.

13
 Answer key

4 Exercise 6
1 can’t claim more
bribery – paying money or giving presents to someone to persuade them to
2 have to look
do something illegal
3 can terminate
conspiracy – a secret plan by a group of people to do something illegal
4 aren’t allowed to call your friends
corruption – dishonest or illegal behaviour by officials or people in positions
of power 4
embezzlement – abusing a position of trust to stealing money from a Exercises 7 and 8
company Minimum age
fraud – obtaining money by tricking people Workers under the age of 16 shall not be employed.
insider trading – using confidential information about a company to benefit Working hours
from buying or selling its shares Workers shall work a maximum of 12 hours consecutively.
money-laundering – hiding the origin of money obtained from illegal Breaks
activities by putting it into legal businesses Workers shall have a break of at least 30 minutes every four hours.
nepotism – using power or influence to give jobs to family members instead Safety
of people who deserve them All manufacturing machines shall be fitted with appropriate guards and
5 these shall be used at all times.
Accommodation
1 fraud
Company accommodation shall provide a minimum of six square metres
2 insider trading
of personal space per worker.
3 bribery
4 corruption 5
5 embezzlement Exercise 9
6 nepotism 1 Evidence of poor working conditions may result in termination of the
7 conspiracy contract.
8 money-laundering 2 Products not finished to agreed standards may be rejected.
notions of appropriate punishment will depend on students’ culture, 3 Legal representatives appointed by us may inspect the premises at any
experience and personal values time.
6 4 Failure to use safety clothing may incur fines.
Exercise 8 Exercise 10
a 2 b 3 c 5 d 1 e 6 f 4 1 Under no circumstances should you sign the contract unless you agree
with the terms.
Exercise 9
2 Not until the full shipment has been received will payment be made.
1 corporate governance
3 Only once the goods arrive at our warehouse will they be deemed
2 accountability
received by the customer.
3 best practice
4 On no account must health and safety be put at risk.
4 borderline ethics
5 empowerment
6 regulatory bodies 8.4 Speaking Negotiating a compromise
1
8.3 Grammar Obligation and permission, inversion 1 The class agree to speak more if the teacher gives them less homework. A
1 satisfactory compromise for both parties assuming that oral competence
is more important than the homework programme.
Exercise 1
2 A five per cent increase now with a further two per cent if productivity
1 mustn’t
targets are met. Probably more satisfying for the workers, who will see it
2 must
as a victory, than for the management, who may feel they have lost face.
3 can’t
3 The company agrees to continue advertising on condition the newspaper
4 can
drops the story. Perhaps more satisfactory for the company, since they
5 have to
need to advertise anyway.
6 don’t have to
4 The supermarket chain agrees to pay on time providing the dairy
Exercise 2 products meet agreed quality standards. A satisfactory compromise for
1 shall both parties.
2 shall
3 may not 2
4 shall not Exercise 2
5 may 1 They don’t reach agreement on anything.
6 may 2 Alfredo refused to compromise, perhaps because Leah didn’t use
appropriate language to make her offers of compromise attractive.
Exercise 3
1 permission Exercise 3
2 possibility the fair-trade premium for top-grade cocoa beans – $150
3 permission prefinancing/advance payments – 60%
4 possibility growing the crop under shade trees – at least half the crop under shade trees
5 permission children under 15 – no more children working on the farms
6 permission This version is more successful because they both agree to compromise.
7 possibility
3
8 permission
I’m prepared to meet you halfway.
2 That seems fair.
1 Under no circumstances shall child labour be used. I can live with that.
2 Not until both parties agree will the court issue the certificate. We are willing to agree to …, provided that …
3 Only once the contract has been signed may demolition work begin. I’d be reluctant to …, unless …
4 On no account can the company be held responsible for the damage. I think we’ll have to agree to disagree
5 The goods should be not only correctly packaged but also clearly
labelled. 8.5 Writing Assertive writing
6 Should payment not be received within seven days, a fine of 30 euros
1
will become due.
7 On no account should the seal be broken. confident, polite, objective, direct
8 Under no circumstances will the use of pesticides be tolerated. 2
3 1 paragraph 3
Exercise 5 2 paragraph 2
a you have to 3 paragraph 4
b you can’t / mustn’t / may not / aren’t allowed to 4 aggressive. Vocabulary is extreme (endless) and the letter makes subjective
c you must / have to judgements (rubbish).
d you mustn’t / may not / aren’t allowed to 3
e you mustn’t Exercise 3
f you must / have to Dear Sir or Madam,
g you can / may I am writing to complain about some problems we have experienced in
h you mustn’t / may not / aren’t allowed to relation to your products and customer service.
We purchased a printer from your online store two months ago. The invoice

14
 Answer key

is attached. This product was immediately discovered to be faulty. Due to an

electrical problem, the printer makes a loud buzzing noise.
Despite numerous emails and phone calls, we have been unable to obtain
any assistance. What is especially frustrating is the lack of interest displayed
by your helpline staff. Under no circumstances would this level of after-care
service be acceptable from a high-street store.
We expect you to resolve this situation to our satisfaction within seven days
of receipt of this letter. Failure to reply by this date will result in the matter
being referred to our legal department.
Yours faithfully,
E Lonamar
Exercise 4
1 What is especially annoying is that we are unable to print our annual
report.
2 In no way does the printer deliver what your website promises.
3 Failure to send an engineer by the end of the week will result in legal
action.
4 What people find most annoying is the constant buzzing noise.
5 Under no circumstances would we recommend your printer to our Paris
office.
6 Unless you help us, you will leave us no alternative but to contact a
consumers’ association.
4
Exercise 5
in principle + as things stand – (invitation to negotiate) by and large +
on the whole + / – to be honest – regrettably –
Exercise 6
1 on the whole
2 unfortunately
3 in principle
4 as things stand
5 by and large
6 regrettably
5
1 Unfortunately my passport has expired.
2 On the whole I’d be in favour.
3 In principle I have no objection.
4 As things stand, I would be reluctant to work nights.
5 To be honest, I’m not sure it’s in the company’s interest.
6 Regrettably I’ll be on maternity leave next year.

8.6 Case study Green Hills Coffee

1
An Englishman doesn’t need to sign a contract: if he makes a promise he
will keep it.
A verbal agreement without a signed contract is completely worthless.
Many cultures still value a personal relationship much more highly than
a contract: in other situations it would be foolish to rely on a ‘gentlemen’s
agreement’.
2
1 Granos Cabrera are in breach of contact. Green Hills is under pressure
from fair trade brands and cannot afford to be associated with borderline
ethical practices.
2 The CFO wants Fiona to enforce the terms of the contract or change
suppliers.
3 Her father had a special relationship with the Cabrera family and
overlooked certain problems.
4 Clauses 3.1, 3.2, 4.1, 4.2 and perhaps 4.3.
3

Fabio Magda
Opinion of good and generous a clever businessman
Gordon Hills man
Opinion of very fair, a good only interested in the
Fiona Hills manager bottom line
a good negotiator
Reasons for Granos problems are due to Green Hills pay less
Cabrera’s problems world market prices every year
Solutions to Granos Fair trade, going Green Hills should
Cabrera’s problems organic pay for fair trade
certification, lend some
money

4
The first email is to Granos Cabrera from another coffee distributor, offering
better terms than Green Hills, and help to expand production.
The second email is to Green Hills from another grower, offering better
quality, organic and fair-trade certified coffee beans at a competitive price.
They give each side an alternative to a negotiated agreement.

15
 Answer key

8 waste
Review: 1 3
9 procedures
a fill someone in on something
(page 30 in the Student’s Book) 10 compliance
b get in touch with someone
11 standards
c get back to someone about something
1 Building a career 12 defective
d give someone an update
13 damaged
1 e give someone a ring
14 reliable
f let someone know about something
1 aptitude
2 faculty 4
4
3 alumni 1 improvement / faults
1 a
4 facilities 2 practice / standard
2 d
5 applicants 3 specifications / requirements
3 f
6 show up 4 b 5
2 5 e 1 is that machine serviced
6 c 2 is it being serviced
1 a
2 d 5 3 has it been serviced
3 b 4 was it serviced
1 more expensive as than
4 f 5 was it being serviced
2 as many features than as
5 i 6 is it going to be serviced
3 is a lot faster
6 e 7 it could have been serviced
4 only halve half
7 c 8 it should have been serviced
5 double twice
8 j 6 fractal fraction 6
9 g 7 a lot fewer less reliable 1 e
10 h 8 infinity infinitely 2 f
3 9 worser worse 3 d
10 worsest worst 4 b
1 recruit / train
2 meet / exceed 6 5 c
3 draw up / implement 6 a
1 b
4 chair / present 7 g
2 a
5 laid off / dismissed 3 c 7
6 assignment / sabbatical 4 d Referring to graphics: 1 e
4 5 f Digressing: 6 a
6 e Restating / Reformulating: 3 d
1 found out / was wondering / hadn’t seen
2 had just finished / crashed / wasn’t doing 7 Emphasizing: 7 g
Checking understanding: 4 b
5 1 wondering / ask / favour
Ending one point: 2 f
2 keep / longer
1 see Moving on to the next point: 5 c
3 disturbing
2 ‘ll tell
4 there / chance 8
3 saw
5 happen 1 Check the packet.
4 would be
6 got / couple 2 Begin by fitting the wooden pegs in the four
5 goes
7 take / more / your time holes in the ends of each shelf.
6 goes
8 good time / call 3 Screw the five shelves to the side panels, with
6 the shelf edges towards the front.
8
1 As regards / As far as … is concerned 4 Slide the back panel into place in the grooves
a 3, 6, 8
2 On the whole …, however / but on the other at the rear of the side panels.
b 1, 4, 5
hand 5 Fix in place the top and bottom panels with
c 2, 7
3 Not only … but also … / For one thing … and the correct screws.
for another 9
4 Besides / In addition 1 know
7 2 regularly Review: 4
3 issue
1 Besides (page 57 in the Student’s Book)
4 if there was
2 For one thing / and for another
5 Please
3 As far as salary is concerned
6 Remember 4 Feedback
4 On the whole / however
7 need 1
8 8 Thank you for 1 touchy-feely
1 broke 2 hard
2 doubled 3 greater / sum
3 developed Review: 3 4 commitment
4 supported 5 accomplish / achieve
(page 56 in the Student’s Book)
5 enhanced 6 buy into
7 overcome / shortcomings
3 Quality 8 held accountable
Review: 2 1 9 temper
1 struggle to keep up 10 start / scratch
(page 31 in the Student’s Book)
2 take something for granted 2
3 make something a number one priority
2 Information 4 fall into a trap
1 aggressive / impatient
2 cooperative / helpful
1 5 become an end in itself
3 charismatic / motivating
1 b 6 appeal to a person’s aesthetic sense
4 obsessive / stressed
2 e 7 get the job done
5 individual / unpredictable
3 a 8 adopt TQM or other quality schemes
4 d 3
2
5 f 1 h
a 1
6 c 2 d
b 2
3 a
2 c 5
4 c
1 palmtop 3 5 e
2 patch 6 g
1 meeting
3 upgrade 7 f
2 expectations
4 workgroup 8 b
3 specifications
5 went down
4 tolerances 4
6 install
5 fit for purpose
7 download 1 meet a deadline
6 performs
8 set it up 2 set a target
7 lean
3 fix a date

16
 Answer key

4 miss a deadline
5 achieve a target
6 Review: 7
1 postpone / ready / sign
6 stick to a budget (page 108 in the Student’s Book)
2 glad you mentioned / wondering
7 establish a timeframe
3 feel / felt / more than / spend / found /
8 reach a milestone 7 Financial control
benefits
5 4 only reason / ready 1
1 should have done 5 exactly / mean / asked yourself
1 litigation
2 couldn’t have done 7 2 tax evasion
3 would have acted 3 bribery
a 2, 5
4 might have been 4 scam
b 1, 4
5 ought not to have paid 5 protection racket
c 3
6 6 fraudster
8 7 white-collar crime
1 had been / would have acted
1 f 8 law enforcement agency
2 hadn’t been / would have been
2 a
Other modal verbs: could, might 2
3 e
7 4 b 1 Net Sales / expenses / Operating Profit
5 d 2 Assets / Liabilities / Owners’ Equity
1 Can I have a word with you in my office?
6 c 3 accounts receivable / accounts payable
2 Do you have any idea why it happened?
4 fixed assets / plant and machinery
3 Do you realize what could have happened? 9 5 depreciation
8 ‘Benefits’ and ‘Credentials’ have been reversed. 6 payroll
consequently: therefore 7 raw materials
due to: because of 8 extraordinary
in conclusion: overall Review: 5 3
moreover: in addition
(page 83 in the Student’s Book) 1 brought about / led to / resulted in
The new words make the text more formal.
2 arose from / resulted from / were caused by
6 New business 3 As a result of / Due to / On account of /
Owing to
Review: 5 1
1 raise 4
(page 82 in the Student’s Book)
2 Start-up 1 was able to
3 venture capitalists 2 managed to
5 Selling more 4 return your calls 3 succeeded in
1 5 drag on
5
1 clip 6 mortgage
7 revenue 1 ✓
2 blogs
8 profitability 2 ✗
3 hits
9 advances 3 ✓
4 buzz
10 odds 4 ✓
5 dollars
11 outstanding 5 ✗
6 message
12 long-term 6 ✗
7 content
13 pitch 7 ✓
8 spots
14 growth potential 8 ✓
9 virals
10 mainstream 15 due diligence 6
16 audited Asking for clarification: 3 and 9
2 17 exit strategy Explaining more clearly: 6 and 10
1 product 18 hit the jackpot Reformulating to check you understand: 5 and 8
2 price
2 Checking other people understand: 1 and 4
3 promotion
1 go through Summarizing: 2 and 7
4 place
5 convenience 2 put forward
6 mix 3 sets out
7 marketing 4 work out Review: 8
8 coherency 5 get through
(page 109 in the Student’s Book)
9 environment 6 came up
10 cycle 7 draw up
8 check out
8 Fair trade
3 9 turned down 1
1 market research 1 c
2 market segmentation 3
2 d
3 niche market 1 ‘ll travel
3 a
4 bring the product to market 2 ‘ll be travelling
4 b
5 market share 3 ‘ll sit
5 g
6 flood the market 4 ‘ll be sitting
6 f
7 market leader 4 7 e
8 face a declining market 8 h
1 ‘ll have worked
4 2 ‘ll be working 2
1 aren’t they 3 ‘ll have interviewed
1 c
2 is it 4 ‘ll be interviewing
2 a
3 don’t they 5 3 f
4 will it 4 e
1 afraid / figures / get back
5 hasn’t she 5 b
2 recap
6 shall we 6 d
3 honest / issue
5 4 assure / homework 3
1 Isn’t it time that you looked at some 5 Let / simple
1 b
alternatives? 6 be precise
2 e
2 Haven’t you been looking for a competitive 7 put / perspective
3 d
edge? 4 c
3 Don’t your customers ask for more 5 a
functionality? 6 h
4 Wouldn’t they appreciate this model? 7 j
8 i
9 f
10 g

17
 Answer key

5 I’m playing
4 Grammar and practice 6 I’m going to start
1 hereby undertakes
2 give notice 1 Building a career
3 make payment 2 Information
(page 116 and 117 in the Student’s Book)
4 irrevocable / hereby (or hereinafter) (page 118 and 119 in the Student’s Book)
5 on or before / lapsed 1
1
5 a 7
b 4 1 cheaper than
1 legally binding / enforced 2 less expensive than
2 penalty clause / applies c 9
d 8 3 as expensive as
3 sued / breach of contract 4 as expensive as
4 parties / out-of-court settlement e 2
f 5 5 more expensive than
5 goes to court / damages 6 the cheapest
g 3
6 h 1 7 the most expensive
1 commercial best practice i 11 8 the least expensive
2 money laundering j 10 9 more (and more) expensive
3 requirements of regulatory bodies k 6 10 cheaper (and cheaper)
4 good corporate governance 2
2
5 insider trading 1 good – better – the best
6 employee empowerment 1 was working / had already decided / found
out 2 bad – worse – the worst
7 2 was sitting / called / had heard 3 big – bigger – the biggest
1 legally binding 4 healthy – healthier – the healthiest
3 5 far – further – the furthest
2 commitments
3 sued 1 designs / have used / are not thinking
3
4 parties 2 have exceeded / are going through / know
1 than
5 litigation 4 2 as
6 damages belong 3 than
7 laundering mean 4 of
8 requirements seem 5 than
9 governance understand 6 than
10 empowerment want 7 as
8 weigh 8 as
1 b 5 4
2 c 1a have been applying for a 1 and 6
3 a 1b have applied for b 3 and 5
9 2a have written c 2 and 8
1 I’m prepared to meet you half way 2b have been writing d 4 and 7
2 Shall we split the difference? 6 5
3 I can live with that 1 c 1 the nearest
4 We are willing to compromise 2 b 2 the next
5 I’d be reluctant to do that 3 a 3 the latest
6 I think we’ll have to agree to disagree 4 a 4 the last
10 7 6
as things stand = the way things are now 1 am sitting 1 the most boring meeting I have ever been to
by and large = on the whole 2 am visiting 2 the most user-friendly software I have ever
frankly = to be honest 3 went used
in principle = theoretically 4 have lost 3 the friendliest team I have ever worked with
regrettably = unfortunately 5 don’t like 4 the worst documentation I have ever seen
6 went
7
8 1 ✗
a 2 2 ✗
b 1 3 ✓
c 3 4 ✗
9 8
1 I get / it’ll be 1 The faster your Internet connection, the more
2 I got / it would be you pay (for it)
3 I know / I will go 2 The more we use the Internet, the less time
we spend watching TV
10
3 The more complex the network, the more that
1 knew / would tell can go wrong
2 forget / rains 4 The harder I work, the less time I spend with
3 give / will find my friends
4 don’t hear / will assume 5 The more I think about the idea, the less
5 hear / will assume attractive it becomes
6 wouldn’t do / were (or was)
7 would I do / I were 9
8 will (or shall) we do / the bus doesn’t come 1 how I get to the station from here
2 what time the train leaves
11
3 which platform it leaves from
1 b 4 if / whether I change in Cologne
2 d 5 if / whether I can get something to eat on the
3 a train
4 e
5 c 10
1 What are you thinking about?
12
2 Who did you borrow this from?
1 c 3 What is this dress made of?
2 b 4 Who will you share your new office with?
3 a
11
13
1 Do you mind if I call you back later
1 will be 2 Would you mind if I called you back later
2 I’ll get 3 Would you mind calling me back later
3 It’s going to fall
4 I’ll open

18
 Answer key

12 9 11 won’t you
12 will you
1 a ✓ 1 has been written
13 should it
1 b ✗ 2 have shown
14 am I
1 c ✓ 3 have reached
15 aren’t I
2 a ✗ 4 has been caused
16 shall we
2 b ✓ 5 have now been told
17 will you (or won’t you)
2 c ✓ 6 have asked
18 they
7 have agreed
19 they
3 Quality 8 have been made
20 it
(pages 120 and 121 in the Student’s Book) 10
2
1 had this computer fixed
1 1 Ê (persuading)
2 have our accounts audited
1 are usually taken 2 ‰ (real question)
3 having my car serviced
2 was announced 3 Ê (checking)
4 having air conditioning installed
3 will be visited 5 have my hair done 3
4 is going to be completely redesigned
1 Yes, they are.
5 is still being considered 4 Feedback 2 No, they’re not.
6 was being serviced
7 have been finalized (pages 122 and 123 in the Student’s Book) 4
8 had already been agreed 1 to the bar, shall we?
1
2 2 leaves from platform 4, doesn’t it?
1 might not have reached
3 to take a risk, can you?
1 Dozens of quality checks are done every day 2 shouldn’t have done
4 to your boss, won’t you?
2 Our products are used by thousands of people 3 would have been
5 the list, aren’t I?
3 That file you were looking for has just been 4 ought to have given
6 the salt, could you?
found 5 must have been
7 won’t you?
4 We were given more credit last month 6 couldn’t have known
8 haven’t they?
5 All senior managers will be paid a bonus at
2 9 haven’t met Joelle, have you?
the end of the year
1 ought to have been / should have been 10 have met Joelle, haven’t you?
6 That is never going to be done
2 could have been 11 me a sandwich from the shop, could you?
7 Our quality checks are done by highly trained
3 could have been / might have been 12 chance be passing a post box on your way
inspectors
4 must have been home, will you?
8 The issue is being dealt with
5 would have been 5
3
3 1 c
1 d
1 could have got 2 a
2 a
2 ought to have listened (or should have 3 d
3 e
listened) 4 b
4 b
5 c 3 could have got (or might have got) 6
4 can’t have been
4 1 a It’ll be expensive to use Air Express, won’t
5 must have been
it?
1 announced 6 wouldn’t have been
1 b Won’t it be expensive to use Air Express?
2 agreed
4 2 a It’d be better to ship via Rotterdam,
3 said
1 Would she have consulted wouldn’t it?
4 reported
2 Should we have gone 2 b Wouldn’t it be better to ship via
5 estimated
3 Could they have got Rotterdam?
6 believed
4 Would I have done 3 a We’ve met somewhere before, haven’t we?
5 3 b Haven’t we met somewhere before?
5 4 a You spoke to our sales agent yesterday,
1 hasn’t been serviced
2 aren’t going to be paid 1 d didn’t you?
3 hadn’t been trained 2 c 4 b Didn’t you speak to our sales agent
4 is not being monitored 3 b yesterday?
5 hasn’t been shipped 4 a 5 a There’s always room for compromise, isn’t
6 just aren’t done there?
6
5 b Isn’t there always room for compromise?
6 1 had taken / wouldn’t have got 6 a You don’t have insurance cover, do you?
1 Is this machine serviced regularly? 2 hadn’t taken / would have got 6 b Don’t you have insurance cover?
2 Is it being serviced at the moment? 3 had had / would have met 7 a You haven’t seen one of these before, have
3 Was it serviced yesterday? 4 hadn’t had / wouldn’t have met you?
4 Will it be serviced next week? 7 7 b Haven’t you seen one of these before?
5 Has it been serviced recently? (or Has it 1 wouldn’t have
recently been serviced?) 7
2 might not have 1 Do you not have insurance cover?
6 Is it going to be serviced soon? (or Is it soon
going to be serviced?) 8 2 Have you not seen one of these before?
7 Isn’t this machine serviced 1 c
8 Isn’t it being serviced 2 b 6 New business
9 Wasn’t it serviced 3 a (pages 126 and 127 of the Student’s Book)
10 Won’t it be serviced
11 Hasn’t it been serviced 9 1
12 Isn’t it going to be serviced 1 am getting used to working 1 b
2 am used to working 2 a
7 3 used to work 3 e
1 Will the goods be delivered by next week?
4 c
2 Has the password been changed? 5 Selling more 5 d
3 Is this photocopier being used?
4 Are we going to be given a meal when we (pages 124 and 125 in the Student’s Book) 2
arrive? 1 ‘ll work
1
5 Were you given any options? 2 ‘ll be working
1 isn’t it
8 2 is it 3 ‘ll be launching
3 aren’t you 4 ‘ll launch
1 must be found
4 have you 5 ‘ll be wearing
2 must have been found
5 doesn’t she 6 ‘ll wear
3 could be postponed
6 don’t you 7 won’t give
4 could have been postponed
7 do you 8 won’t be giving
5 might be designed
8 didn’t you 9 ‘ll be sitting
6 might have been designed
9 weren’t you 10 ‘ll sit
10 aren’t I

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 Answer key

3 9 h 8
10 j
a decision: 4 and 6 1b could park
a promise: 1 10 1c were allowed to park
an offer: 10 1 ✗ 2b you can’t smoke
a refusal: 7 2 ✗ 2c you’re not allowed to smoke
referring to an action in progress: 9 3 ✓ 3b you can take
referring to the middle of an action: 2 and 5 4 ✓ 3c taking pictures is allowed
showing that something is definite: 3 and 8 5 ✓ 9
4 11 1 ✓
1 Will you be joining us 1 ✗ 2 got
2 Will you be speaking 2 ✓ 3 ✓
3 Will you be visiting 3 ✓ 4 ✓
5 got
5 12 6 got
1 she’ll have visited six countries 1 the up-to-date information
2 she’ll have taken seven flights 2 a very important 10
3 she’ll have had 20 meetings 3 Thanks for the information 1 have I tasted coffee as good as this
4 she’ll have eaten 11 restaurant dinners 4 I enjoy the job 2 circumstances should you accept a bribe
5 ✓ 3 all the work is completed will we pay them
6
6 become a doctor 4 only is the contract badly worded, it is also
1 ‘ll have learned incomplete
7 The love
2 ‘ll be learning 5 account should you talk to the media
8 ✓
3 ‘ll be spending 6 once safety checks have been carried out can
9 do a research
4 ‘ll have spent work begin
10 ✓
7 11 do the research 11
1 ‘ll have been making 12 ✓
1 seldom
2 ‘ll have made 2 on no account / under no circumstances
3 ‘ll have written 8 Fair trade 3 no sooner
4 ‘ll have been writing
(page 130 and 131 in the Student’s Book)

7 Financial control 1
(pages 128 and 129 in the Student’s Book) 1 e
2 d
1 3 b
1 h, i, m, n, s 4 c
2 a, k, p, r, u, w 5 a
3 b, e, t 6 c
4 d, f, l, o, q, v 2
5 c, g, j
1 must
2 2 have to
1 because, as and since 3 have to
2 much less common 4 must
3 owing to 3
4 on account of
1 have to do / must do
5 owing to
2 mustn’t do / can’t do
6 because of, because
7 also very common 4
3 1 have to do / must do
2 don’t have to do
so
3 can do
4 4 mustn’t do / can’t do
1 led to 5 have to do / must do
2 As 5
3 Due to
1 permission
4 so
2 possibility
5 as a result (or so)
3 permission
6 arose from
4 permission
5 5 possibility
1 from 6 possibility
2 from 7 permission
3 of 8 possibility
4 about 6
5 to
1 can’t
6 by
2 don’t have to
6 3 mustn’t
1 we could 4 needn’t
2 I was able to 5 can’t
6 mustn’t
7 7 must
1 I was able to install it 8 don’t have to
2 I managed to install it 9 mustn’t
3 I succeeded in installing it 10 shall
4 I failed to install it 11 may
8 12 shall
✓ 7
9 1 ‘ll have to
2 had to
1 c 3 don’t have to
2 b 4 won’t have to
3 a 5 has to
4 d 6 didn’t have to
5 f
6 g
7 e
8 i

20