Vocab Review

1Day 25

Fill in the blanks.
1. If you just wait till I’ve finished this bit of work you will have my u_ _ _ _ _ _ed attention.
2. The country was faced with the d_ _ _ _ing prospect of overcoming four decades of division.
3. Additional training is probably the best way to f_ _ _ _ _r your career these days.
4. He was an inspiring leader who n_ _ _ _ _ed the talents of his colleagues.
5. She has a good r_ _ _ _ _t with her staff.
2 Using the telephone

Module 2.1 Preparing to make a telephone call
LEAD-IN Brainstorm what is required in preparing to make a telephone call.
Listening
Listen and fill in the blanks.

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For most people making business phone calls in a foreign language is a challenge and so it is necessary for you toprepare ahead, which will save you time and frustration.
1. Set ……… a specific time to make your phone calls, especially, checking times when calling different ……
……...
2. Have a desk calendar and a pencil and paper at hand, so you can make ………….., take ……….., etc.
3. Write the number ….. call
4. Write the full name of the person you ………. to speak to, as well as the department and the company
5. Have all of your personal info at …………. i.e. - Full name, Address and Phone number and email to reach
you at.
6. Write your set of ……… points on paper before the call. Write out the reason you’re calling, your………… (or talking points).
7. Make a ……… of any questions you need to ask.

Reading
Read the following sentences and fill in each gap using one of the words or phrases in the box.
atmosphere/ interrupting/ formality/ appropriate/ rephrase/ informal/ overall/ politeness Things you must keep in mind when making a business call in English:
1. It is important to use the right level of ………... If you are too formal, then the person might find it difficult tofeel comfortable when she/he talks to you. Then again, if you are too ……….., the person could think that you arerude.
2. It is important to show ………….. Always use ‘please’ and ‘thank you’ whenever you ask for, or receive, help or
information. Use words like would, could, may, etc. to display a professional ……….. It is alright to use more
informal English, such as ‘okay’, ‘bye’, ‘no problem’, as long as the ………. tone of the conversation is polite.
3. Listen actively and listen to others without ………….
4. If you call native speakers in English, you might find it difficult to understand them. The business people tendto speak very quickly on the phone so you will probably need to slow them down: Ask the person to speak slowly.
 Do not say you have understood the person if you have not. Ask him/her to repeat until you haveunderstood. Also you can ask the speaker to ……….. it or you can simply say: “I am sorry, do you mean….(whatyou have understood)”
5. Remember that it is not only important what you say, but also how you say it. You must speak in a
professional and friendly manner and at an ………… pace.
 Different people have different objectives in a telephone call. What are the objectives of the people in thesituations below? The first is done for you as an example.
a) You are the Personal Assistant to your boss, John McNab. You have received an email from one of John’ssubordinates, Pat, but you cannot open the email attachment. It’s the March sales report, which you need to show
to John urgently.
・ to call Pat and tell her that you cannot open the email attachment that she sent her
・ to ask her to fax you a copy of the March sales report immediately
・ to tell her the fax numberb) You ordered office equipment and stationery supplies but unfortunately you have received an incompletedelivery.
c) You are a photocopier operator with a paper jam problem calling a toll-free photocopier helplined) You are an accounting assistant who has encountered a problem with payment date. The contract
specifically states that payment should be made within 90 days. But the invoice he received says payment is due
Net 30 days after the date of invoice.

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Module 2.2 Preparing for incoming calls
Reading/ Writing
Read the following and try to complete the gaps.
If you know someone is going to call you, think about what they’ll be talking about and try to an _ _ _ _ _ate what
they might ask or say. P_ _ _ _ _t what might come up so that you can see if there’s anything in particular you
need to find out or check before they call – or think about what you need to ask them.
If someone calls you and you are not really r_ _dy to talk to them, offer to call back – and c_ _ _ them when you
are ready.
Match each definition (A – H) with today’s vocabulary word (1 – 8)
DEFINITIONS
A. a symbol, often a small, black circle, used in text to show separate things
in a list
B. to meet
C. a person who has a less important position than you in a company
D. to expect that something will happen
E. a statement listing goods or services provided and their prices, used inbusiness as a record of sale
F. to say what you think will happen in the future
G. to say something again in a different and clearer way
H. something that you plan to do or achieve:

1. subordinate
2. invoice
3. bullet point
4. encounter (v)5. anticipate
6. objective
7. rephrase
8. predict

Fill in the blanks.
1. On their way home they e_ _ _ _ _ _ered a woman selling flowers.
2. He left the routine checks to one of his s_ _ _ _ _ _nates.
3. I_ _ _ _ _ _s must be submitted by the 24th of every month.
4. It’s still not possible to accurately p_ _ _ _ _t the occurrence of earthquakes.
5. Her prime o_ _ _ _ _ _ve now is simply to stay in power.

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Vocab Review

1Day 26 + Day 27

Fill in the blanks.
1. On their way home they e_ _ _ _ _ _ered a woman selling flowers.
2. He left the routine checks to one of his s_ _ _ _ _ _nates.
3. I_ _ _ _ _ _s must be submitted by the 24th of every month.
4. It’s still not possible to accurately p_ _ _ _ _t the occurrence of earthquakes.
5. Her prime o_ _ _ _ _ _ve now is simply to stay in power.
2 Using the telephone

Module 2.3 Making and receiving calls

LEAD-IN Describe the picture in as much detail as you can.

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pa g e 1

Listening
1. Listen and fill in the blanks.
Case 1
A: Good morning, ABC Publishing. Jane Smith ………. ……. may I help you?
B: Good morning. Could I speak …. Mr. Suzuki ….. Customer Services, please? This is Andrew Vickers ……. Temple
Books.
A: Would you …….. to ……, Mr. Vickers? I’ll put you ……...
Case 2
A: Good morning, Ozaki & Co, Diana Wilson ………. ……… may I help you?
B: Good morning. Could I speak …… Mr. Aitoh …… Sales, please? This is Andrew Vickers …… Temple Books.
A: I’m …….. we don’t have anyone …… that name here.
B: I don’t ……. it. I have here his business card. It’s spelled I-T-O-H, that’s I for ……, T for …….., O for ……., H for……...
A: I-T-O-. . . Oh, I’ve got it now. Yes, we do have ….. Mr. Itoh ….. the Sales Department. Would you ……. to ……..,
Mr. Vickers? I’ll ……… you.
B: Thank you.

Reading
Read the following.
When speaking on the telephone, it is sometimes useful to spell out letters using the NATO phonetic alphabet,more accurately known as the International Radiotelephony Spelling Alphabet, which is the most widely usedspelling alphabet. It gives every letter in the English alphabet a code word. The code words are chosen to be aword whose opening sound represents the particular letter. To spell out “Phone”, for example, you would say:
“P for Papa, H for Hotel, O for Oscar, N for November, E for Eco.” You might find it handy if you need to spell out aword to someone over a bad telephone connection.
The 26 code words in the NATO phonetic alphabet are assigned to the 26 letters of the English alphabet inalphabetical order as follows: Alpha, Bravo, Charlie, Delta, Echo, Foxtrot, Golf, Hotel, India, Juliet, Kilo, Lima,
Mike, November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu.
(Partially excerpted from https://en.wikipedia.org/wiki/NATO_phonetic_alphabet This page was last modified on 3 January 2016, at 22:54)

Speaking
Now practice similar conversation to Case 1 with your teacher. Take turns making the call. Use your own name(spelling it out with the NATO phonetic alphabet) and the information below.
Teacher: You work at ABC Publishing.
Student: You want to talk to Mr. Johnson in Marketing.
Listening
2. Listen and fill in the blanks.
Case 3
Taro Suzuki: Customer Services, Taro Suzuki …………...
Receptionist: Mr. Suzuki, I have a call ….. you ……. Mr. Andrew Vickers …... Temple Books.
Case 4
Receptionist: Would you care to ………? I’ll put you ……….. (pause) Mr. Vickers, I’m afraid he’s ……. from his deskright now. Can I ……… a message?
Andrew Vickers: Oh, thanks. Please tell him that Andrew Vickers ……… Temple Books called.
 Please note that we use ‘from’ between our name and the company when we introduce ourselves, but we use‘of’ when we leave/ take a message.

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Module 2.4 Taking and leaving a message/ Asking for repetition
Listening
Listen to the conversation.
Receptionist

CallerLondon Insurance, good morning. How may I help you?
Good morning. This is Jason Segel from Cinema
International. May I speak to Ms. Johansson, please?
I’m sorry, could you repeat your name, please?
Yes. Segel. Jason Segel*.
Can you spell that out, please?
It’s Segel. S for Sierra, E for Echo, G for Golf, E for Echo,
L for Lima.
I see. I’ve got that now. And who would you like to
speak to?

Ms. Johansson, please.

I beg your pardon? I didn’t catch that.
It’s J for Juliet, O for Oscar, H for Hotel, A for Alpha,
N for November, S for Sierra, S for Sierra, O for Oscar,and .N for November.
Oh, yes. Ms. Johansson in Overseas Marketing. Hold theline, please. (pause) I’m sorry but she’s not in her office.
Can I leave a message?
Yes, of course.
Please tell her that Jason Segel of Cinema International
called and can you ask her to call me back, please?
Certainly, Mr. Segel. I’ll tell her that you called, and ask
her to call you back.
Thank you for your help. Goodbye.
You’re welcome. Goodbye.

yPlease note that each time there is a request for repetition, the person asking for the repetition should also
acknowledge it.
* /si: gəl/day 26 + 27

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Reading
Read the above conversation.
Speaking
1. Practice the above conversation with your teacher.
2. Look back at the conversation. What is the difference between ask and tell?
Reading
Read the following flow chart for taking / leaving a message and also for asking for repetition.
Receptionist

CallerAnswer the phone.
Introduce yourself. Ask to speak to the person you want
Ask the caller to repeat their name.
Repeat the name.
Ask the caller to spell their name out.
Spell out the name using the NATO phonetic alphabet.
Ask the caller the name of the person they wantAnswerAsk for repetition
Spell the name.
Ask to wait. Tell the caller the person they want is
not in the office.
Ask to leave a message.
Reply
Leave the message
Write the message down and repeat it. Say you will
give the message to the person.
Thank the receptionist. End call.
End call.

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PRACTICE
Now practice taking and leaving messages with your teacher. Use the flow chart above as the basis for theconversation. Use your own name (spelling it out with the NATO phonetic alphabet) and the information below.
Teacher: You call ABC International in Rome. You work at Temple Books in London. You want to speak to
Ms. Andreini in the Accounting department. You ask when she will be back. You want to leave a message to saythat you are coming over from London on Monday next week. You would like to meet for lunch. You want Ms.
Andreini to call you back.
Student: You work at ABC International as a receptionist. The caller wants to speak to Ms. Andreini, who is out of
the office ― she will be back at 1:30. Write down the caller’s message on the message pad below.

Telephone Message
TO ___________________________________
Caller Information
Mr. □ Ms. □ __________________________________________
Company________________________________
Phone________________________________
Message__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Date ____________________ Time ______________________
Signed _______________________________________________

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Global Business Skills for One-to-One Lessons

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. A ballroom dance having an uneven rhythm with alternation of slow andquick steps; a code word representing the letter F
B. The capital of Peru; a code word representing the letter L
C. to want
D. The fourth letter of the Greek alphabet; a code word representing theletter D
E. The transmission of sound (in both directions) using modulated radio
waves rather than wires.

1. care (v)2. radiotelephony (U)
3. foxtrot
4. Lima
5. Delta

Fill in the blanks.
1. Would you c_ _ _ to join us for dinner?
2. During the Twenties many bands played the f_ _ _ _ _t too fast and some couples couldn’t keep up.
3. Pilot: Tower, this is Cessna foxtrot bravo charlie d_ _ _a. Over.

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Vocab Review

1Day 28

Fill in the blanks.
1. Would you c_ _ _ to join us for dinner?
2. During the Twenties many bands played the f_ _ _ _ _t too fast and some couples couldn’t keep up.
3. Pilot: Tower, this is Cessna foxtrot bravo charlie d_ _ _a. Over.
2 Using the telephone

Module 2.5 Business telephone etiquette

LEAD-IN
What kinds of things annoy you when you try to phone a company?
Match the kinds of annoying things on the left with the proper business telephone etiquette on the right.
1. People who sound bored and annoyed
2. Calls that aren’t answered quickly (i.e. longer
than four rings)
3. People who speak on the phone with something
in their mouth
4. People who answer the phone without
identifying themselves

A. Try to answer the phone within three rings.
B. It is important to smile when you answer the
telephone. A voice with a smile in it sounds
enthusiastic and friendly to callers.
C. Identify your department and then identify
yourself: e.g. “Overseas Marketing, Yoshio Ohno
speaking.”
D. Don’t answer the phone when eating, chewing,or drinking. If you have anything in your mouth, itshould be swallowed or removed before picking up
the phone to either answer it or place a call. Asidefrom producing annoying chewing sounds, it will
be hard for the other party to understand what you
are saying.

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Business telephone etiquette
Reading/ Writing
Read the following and fill in the blanks.
Proper telephone etiquette is very important in that you are representing your company.
 Telephone Do’s
Do keep note-t_ _ing materials near the telephone. Callers like to hear their own name being used because it
demonstrates that you are paying attention and care about them. If you quickly jot down their name at the
beginning of the conversation you can refer to it as needed.
Do remember that, for clarity, the telephone should be held a distance of two f_ _ _ _ _s from the mouth.
Do make business calls d_ _ing office hours, which is usually 9am to 5pm.
Do consider different time z_ _ _s if you are calling another country or state.
Do ask if you are calling at a co_ _ _ _ _ent time.
Do remember to ask your caller “Do you mind h_ _ _ _ _g?” or “May I put you on hold?” before placing a caller on
hold..
Do check back periodically (between 30-45 seconds). Do give them the op_ _ _n to continue to hold if it will takelonger to find information OR do offer to call them back.
Do remember to thank them for waiting when returning to your caller.
 Telephone Don’ts
Don’t make phone calls before 7am and after 9pm in general.
Don’t i_ _ _ _ _ _pt a caller while he/she is talking to you.
Don’t l_ _ the receiver on the desk, without placing the caller on hold (the caller will hear everything being
discussed in your office).
Don’t ar_ _e with a caller.
 ANSWERING DEVICES
Listening
1. Listen and fill in the blanks.
Andrew Vickers: May I speak to Mr. Suzuki at (US)/ on (UK) extension* 2431, please?
Operator: Please hold the …….. I’ll put you ………….
Suzuki’s Voicemail: You have …………. the voicemail service …… Taro Suzuki. Today is Monday, July 3. I’m in theoffice today, but I’m ………. away from my desk. Please leave a message after the ……. (or …….) and I’ll get backto you. If you need ……….. assistance, please call my secretary, Kazuko Miwa, at extension 5386. To listen to thismessage again, press “……..”. Thank you for calling.
AV: This is Andrew Vickers …….. Temple Books, ……….. your call. Sorry I didn’t call you sooner. I’ll be in the office
until 8 p.m. your time. Talk to you later. Goodbye for now.
(*extension is an internal number at the company) Leaving voicemail messages

Global Business Skills for One-to-One Lessons

day 28pa g e 2 Always identify yourself and the organization you represent.
 Speak slowly and clearly when giving phone numbers or other facts the recipient may needto write down.
 Make your message quick and straightforward.

Some more telephone etiquette
Match the ‘Don’t say’ phrases (1- 7) with the ‘Do say’ phrases (A- G).
 Don’t say:
1. Who’s calling.
2. Your problem/ your complaint
3. You have to . . . / You need to . . .
4. I don’t know
5. Hang on. / Hold on.
6. I can’t help you. You’ll have to speak to someone else.
7. I can’t hear you. Speak up!
 Do say
A. Would you care to hold? / May I put you on hold? / Would you mind holding?
B. Would you please . . .?
C. May I ask who’s calling, please?
D. I am having a little difficulty hearing you. Could you please speak up?
E. I need to transfer your call to (dept.) so that they can answer your question. May I do so?
F. your question/ your concern/ this situation
G. I’ll check on that for you Useful phrases and vocabulary
 I am calling on behalf of Mr /Ms (name) May I speak to someone who deals with overseas sales? / Can you put me through to the department that
handles overseas sales?
 Could you speak up a little?  Sorry, I’m calling from a cellular and reception is poor. Can I call you back on aland line?
 I’m afraid he’s not available at the moment. I’m afraid (he’s away from his desk/ he’s on another line/ he’s left
for the day/ he’s away on a business trip/ he’s off sick today/ he’s no longer with this company).
 After dialing a wrong number, say “I’m sorry, I must have dialed the wrong number. Please excuse theinterruption.”day 28pa g e 3

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Match each definition (A – G) with today’s vocabulary word (1 – 7)
DEFINITIONS
A. to show or make something clear
B. to stop a person from speaking for a short period by something you say
C. making you feel angry
D. to speak angrily to someone, telling that person that you disagree withthem
E. showing enthusiasm
F. a person who receives something
G. easy to understand; clear

1. annoying
2. enthusiastic
3. demonstrate
4. interrupt
5. argue
6. straightforward
7. recipient

Fill in the blanks.
1. These figures clearly d_ _ _ _ _ _rate the size of the economic problem facing the country.
2. She tried to explain what had happened but he kept i_ _ _ _ _ _ _ting her.
3. It’s really a_ _ _ _ing when a train is late and there’s no explanation.
4. They were a_ _ _ing over which film to go and see.
5. You don’t seem very e_ _ _ _ _ _ _stic about the party – don’t you want to go tonight?

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Vocab Review

1Day 29

Fill in the blanks.
1. These figures clearly d_ _ _ _ _ _rate the size of the economic problem facing the country.
2. She tried to explain what had happened but he kept i_ _ _ _ _ _ _ting her.
3. It’s really a_ _ _ _ing when a train is late and there’s no explanation.
4. They were a_ _ _ing over which film to go and see.
5. You don’t seem very e_ _ _ _ _ _ _stic about the party – don’t you want to go tonight?
2 Using the telephone

Module 2.6 Business telephone etiquette

LEAD-IN Today is Wednesday, October 7. Write the appropriate dates for the following meetings.
1. The budget meeting is scheduled for the day after tomorrow.
2. The next sales meeting is scheduled for next Monday.
3. The board meeting is scheduled for a week from next Thursday.
4. The annual meeting is scheduled for two weeks from Tuesday.
Listening
Listen and fill in the blanks.
Receptionist: Good morning, Temple Books, ……… can I help you?
Yasu Itoh: Good morning. This is Yasu Itoh ……… Ozaki & Co. ........ Tokyo. I wrote ….. Mr. Vickers last week and he sent me anemail suggesting I ……… to make an appointment …….. me to see him in London. We need to discuss the shipping ……
books from Tokyo to London.
R: Oh yes, I’ll put you through …… Mr. Vickers’ secretary. Please …… the ……..
Secretary: Hello, Mr. Itoh. Thank you …… calling. Now, when would be a good time for you to come to our office?
YI: How about next week?
S: I’m sorry, next week’s not possible － Mr. Vickers is ……. next week.

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YI: Well, could we …….. it earlier then? I mean this week? How about the day after tomorrow?
S: ……… me have a look at his schedule. He’s making a presentation …… the board ….. nine, then he’s meetingsomeone …….. the printers at eleven.
YI: How about lunchtime?
S: Sorry, he’s having a ……… lunch at twelve, but he’s free …….. 2 o’clock.
YI: Good. Could we …….. three o’clock? Would that be okay?
S: Yes, that’s a good time for Mr. Vickers. ….. the way, Mr. Vickers would like to invite you …… dinner …… thatevening.
YI: That would be nice.
S: We look forward to ……… you in London on Friday, October 9.
YI: Great. Thanks very much ……. your help. See you then.

Module 2.7 Changing appointments
Structure
We follow the four part structure of a conversation about changing appointments:(a) Refer to the original appointment“We’re supposed to meet today at one o’clock.”“I have an appointment at one o’clock with . . .”(b) Explain the situation. Give a reason for changing the appointment.
“I’m sorry, I really can’t make it. Something’s happened and I’ve got to go home early.”(c) Suggest a new day and time.
“Can we meet some other time?
(d) Confirm.
“Can I confirm that? The date is …”
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day 29pa g e 2

Fill in the blanks.
Today is Wednesday, October 7. You have an appointment to see Mr. Johnson in Edinburgh, Scotland, at 1:30
today. But early this morning you learn that you have to go to Italy on urgent business to discuss a legal problem.
So, unfortunately you must change your appointment with Mr. Johnson. Telephone the Personal Assistant …….
Mr. Johnson, Ms. Holmes. Try to fix an appointment …….. the following week starting on Monday, October 12.
You’ll be back from Italy on Wednesday, October 14. You’ll be busy all day on Thursday and you’ll have to attend
an important meeting ……… Friday afternoon.
You:
Hello, Ms. Holmes. This is (your name). I have an …………. at 1:30 …….. Mr. Johnson today. But I’m sorry,I really can’t …….. it. I need to go to Italy this morning on urgent b_ _ _ _ _ _s to discuss a legal problem.
Ms. Holmes: I u_ _ _ _ _ _ _nd.
You:
I wonder if it is possible to r_ _ _ _ _ _ _le the meeting.
Ms. Holmes: Certainly. When would be g_ _ _ for you?
You:
Well, I’ll be b_ _ _ from Italy on Wednesday, October 14, but I’ll be busy all day on Thursday and I have an
important meeting on Friday afternoon. So how about Friday morning?
Ms. Holmes: Er . . . l_ _ me see . . . Could we say ten o’clock?
You:
Oh, that’s great! See you ….. 10 …… Friday, October 16, then. Thanks …… your help.
Ms. Holmes: You’re ………….

Module 2.8 Ending a call
Many times people find it difficult to end a telephone conversation. There are some specific things that you cansay to close you conversation professionally:
Writing
Fill in the blanks.
Is there anything else I can help you w_ _ _? Is there anything else you n_ _ _?
If you need any further a_ _ _ _ _ _ _ _e, please do call back.
Talk in the past tense and use “closing” phrases like “I’m really glad you c_ _ _ _ _.”I don’t want to t_ _ _ up too much of your time.
Thank the caller for his time, or for calling: Thank you for your t_ _ _ (in case you initiated the call) or Thank you
for c_ _ _ _ _ (in case you received the call), and end calls with a pleasant “Goodbye” not “Bye-bye,” “Okie-dokie,”“Alrighty,” or any other slang phrase Who should hang up first?
Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. needing immediate attention
B. to arrange something for a different time
C. to make something begin
D. help or support
E. connected with the law

1. initiate
2. legal
3. urgent
4. reschedule
5. assistanceFill in the blanks.
1. The plumbing in this building is in u_ _ _ _t need of repair.
2. I r_ _ _ _ _ _ _led my doctor’s appointment for later in the week.
3. The government has i_ _ _ _ _ _ed a program of economic reform.
4. Despite his cries, no one came to his a_ _ _ _ _ _nce.
5. They are currently facing a long l_ _ _l battle in the US courts.

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Vocab Review

1Day 30

Fill in the blanks.
1. The plumbing in this building is in u_ _ _ _t need of repair.
2. I r_ _ _ _ _ _ _led my doctor’s appointment for later in the week.
3. The government has i_ _ _ _ _ _ed a program of economic reform.
4. Despite his cries, no one came to his a_ _ _ _ _ _nce.
5. They are currently facing a long l_ _ _l battle in the US courts.

3 Presentations

Module 3.1 Preparing

LEAD-IN Look at Picture 1. What is it?
 Look at Picture 2. What is she doing?
Listening
Listen and fill in the blanks.
In professional ……….., presenters ………. others, …….. products, ………. important decisions, suggest somesolutions to a ……….., and so on. Preparing a presentation is a necessary ………. In fact, it is said that about 95%of the success of a presentation is ……… to preparation. It should begin with planning a good ………. Expertssuggest beginning with Post-it notes (or ………. notes), each with one thought written on it. ………. various
ideas, facts, etc., onto these cards. The ……….. of this is that you can more easily see the big picture, helping you
to arrange a point-by-point ……………. between Point A and Point B.
 What are five key areas in the preparation of presentations?

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Reading/ Writing Complete the sentences with words from the box.
open / font/ feedback/ introduction/ accentuate/ purpose/ step-by-step / nervous/ consider/ benefit
1. Your audience
The audience is the most important consideration in preparing a presentation. If you fail to …………. youraudience’s needs, you will fail to hold the audience’s attention and your talk is a failure. Tailor your presentation tosuit your audience and their levels of knowledge.
2. Your topic and objective(s)When you are making a presentation, you should ask yourself “What is the ………… of your presentation?” “Whatis your topic?” “What do you want to achieve?” Then based on these aims, you can design your presentation
effectively.
3. Presentation structure
Do you know an old saying that says “Tell the audience what you are going to tell them, tell them, and then tellthem what you told them.” First, you should start with an effective …………… You tell your audience who you
are, what your topic is and how you are going to proceed. Then the body which should be organized in a ……….
way for the audience to follow logically. And finally, close the presentation by summarizing, and thank theaudience, and ………. the floor for questions, if planned. Try to use simple language. Your audience will……………. from a well-organized presentation.
4. Presentation aids
Use visual and/or audio aids to attract your audience’s attention. Try not to use a tiny …………. Don’t use
presentation aids too much. Only when you need to …………. important items, use them.
Most people feel ………. about giving presentations. Feeling well-prepared and practiced
will give you confidence in yourself and your material.
5. Practice
The presentation planning process involves repeated practice. Practice is important. The more familiar you arewith your material, the more you will be able to inspire your audience’s trust and confidence.
・ Use a script. Practice your presentation by writing out your presentation on note cards.
・ If possible, stand up in a room and deliver your presentation to the walls. Use a tape recorder or camcorder.
・ Ask friends, family or colleagues to listen to your presentation. Request honest …………….
Most people feel ………. about giving presentations. Feeling well-prepared and practiced will give you
confidence in yourself and your material.
 What do you need to know about your audience?
 Look at the following situations.
A. An international research conference on social sciences in Paris
B. An internal meeting of teachers to discuss a new teaching method at your language school
Imagine you were expert at each field and had to give a brief presentation in the above situations. Discussanswers to the following questions:a) What are the audience’s expectations in terms of speaker’s knowledge ?
b) Will your talk be formal or informal?
c) What is your policy on questionsd) How will you help the audience to remember what you tell them?
e) What is the audience’s level of specialist knowledge?

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Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to adjust something to suit a particular need
B. to improve
C. the surroundings
D. to put too many things in or on something
E. a written text

1. setting
2. script
3. tailor (v)4. enhance
5. overload

Fill in the blanks.
1. The house has a beautiful s_ _ _ing overlooking the river.
2. Their services are t_ _ _ _ _ed to clients’ needs.
3. The county took steps to e_ _ _ _ _e water quality.
4. Don’t o_ _ _ _ _ _d the washing machine, or it won’t work properly.

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1Day 31

Vocab Review
Fill in the blanks.

1. The house has a beautiful s_ _ _ing overlooking the river.
2. Their services are t_ _ _ _ _ed to clients’ needs.
3. The county took steps to e_ _ _ _ _e water quality.
4. Don’t o_ _ _ _ _ _d the washing machine, or it won’t work properly.

3 Presentations

Module 3.2 Becoming an effective presenter

Reading/ Writing
Complete the sentences with words from the box.
impact/ slowly/ gestures/ listening/ involvement/ empty/ lack/ small/ smile/
confident / hands/ audience/ deliver/ responds/ chest/ deeply
When you make a presentation, your ……………. learn what you are saying as well as …………. to your bodylanguage. Try to make an ………… and ……….. your presentation enthusiastically.
 You should stand straight. You need to appear ………. Don’t keep your arms on ……… , which makes you lookdefensive. Don’t stand with your ……….. in pockets, which shows …………. of interest.
 The most important thing you should do first of all is to ………….. , which is the best non-verbal ice breaker.
Remember that smiling makes you look confident and relaxed, which is a quality required for a good presenter.

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 Don’t make yourself look like to be speaking to an ……….. room. Try to make contact with your audience.
・ Give your audience a sense of …………….. by making eye contact. Remember to share eye contact
with all members of a ………… audience and all areas of a large audience.
・ You should use ………….. to emphasize your important points.
・ Instead of using assertive sentences all the time, try to use some questions. It will wake your audience
up and start …………….. to your talk.
 Your voice should be loud enough so that your audience can hear you clearly. Also you should speak about
20% more ……………. than normal so that your audience can follow your presentation.
 Breath ……………., which will help you feel less anxious.

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Module 3.3 Introduction
Reading
The introduction to your presentation is crucial. It is your first point of contact with your audience; you can either
capture or lose your audience’s interest in a matter of seconds. Try using the following structure:
In the opening lines, after welcoming the audience, introduce yourself. Then briefly explain the purpose of yourtalk and provide an overview.
Language Checklist: The introduction to a presentation
Greet your audience

Good morning, ladies andgentlemen. First of all, thank youvery much for coming here today.

Hi, everyone.
It’s good to see you all here today.

Introduce yourself

My name’s ( your name ) and I’m(your job title, e.g. the Marketing
Manager/ a financial analyst) for(your organization).

As you know, my name is (yourname) from Sales/ IT here at (yourorganization).

State your topic

The subject of my presentation
today is . . .

Today I’m going to talk about . . .

Explain why your topic
is important

My topic is of particular interest to
those of you who . . .

This is important for you who . . .

Outline the structure

My talk will be in (three) parts.
I’ve divided my talk into (three)parts.
First
In the first part
SecondThen in the second part
Finally
In the final part
My presentation will take about 30 minutes.
I’ll be handing out copies of the salient features of my presentation at theend of my talk.
If you have any questions, please feel free to interrupt me at any time..
(Or after my talk there’ll be time for any questions.)

LengthHandouts
Policy on questions

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Listening
Listen and fill in the blanks.
Good afternoon, ladies and gentlemen. First of all, thank you very much for ………. here today. My name’s JackJames and I’m ……. Finance Director …… AZ International. I’m here today to talk to you about the ……. future……. for our company. My talk is particularly ……….. to you, our ……………, because I’m sure you’ll agree that
AZ is growing from ………… to ……….. Let me ………. take you through what we’ll be discussing today. (pause)
I’ll start by reporting ………. last year’s financial results. Then I’ll talk about our recent ………… in the past………. Finally, we’ll look at our ………….. and the company’s ………… plans for the future. (pause) My
presentation will ………. about forty minutes. Please ………. free to ……….. me if you have any questions, or if
there’s anything you don’t follow.
 Practice/ Homework
Prepare a two minute introduction to a short talk on your company/ school and practice at home. Try both formal
and informal versions. Refer to the Language Checklist above.
Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. not willing to do something and therefore slow to do it
B. to maintain; continue
C. not deep
D. causing enthusiasm and interest
E. lack of interest

1. shallow
2. apathy
3. reluctant
4. sustain
5. stimulating

Fill in the blanks.
1. Universities have been asked to make their courses more attractive and s_ _ _ _ _ _ting.
2. The stream was quite s_ _ _ _ _w so we were able to walk across it.
3. Many parents feel r_ _ _ _ _ant to talk openly with their children.
4. There is a growing sense of a_ _ _ _y among teens.
5. The team may not be able to s_ _ _ _ _n this level of performance.

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1Day 32 + Day 33

Vocab Review
Fill in the blanks.

1. Universities have been asked to make their courses more attractive and s_ _ _ _ _ _ting.
2. The stream was quite s_ _ _ _ _w so we were able to walk across it.
3. Many parents feel r_ _ _ _ _ant to talk openly with their children.
4. There is a growing sense of a_ _ _ _y among teens.
5. The team may not be able to s_ _ _ _ _n this level of performance.

3 Presentations

Module 3.4 Using visual aids

LEAD-IN Look at the pictures below. Label the tools used to present visual information.
1

2

5

6

3

4

7

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 Advantages of using visual aids
Elicit some advantages of using visual aids
 Why do we use visual aids?
Look at the graph and complete the sentences with words from the box.
break / illustrate / thousand / 50% / comprehension / retained
Using visual aids helps you to achieve your aims. Research shows that only 10% of information the audienceobtained through text is ………… after three days, while as much as ………… of information is retained throughvisual aids. “A picture is worth a ………… words” indeed. Visual aids can improve audience ……………, can givethem a …………… from listening, and also can help ……………. complex ideas.
 Most business presentations have three main parts: Introduction, Main points, and Conclusion.
Match the phrases (1 – 6) with each part of the presentation (A – C).
1. summarize your main points on a slide
2. indicate a structure to your presentation by listing your main points
3. support technical information with clearly displayed data
4. display the title of your presentation
5. present your conclusion in a succinct phrase or image
6. offer evidence to support your argument

A. Introduction
B. Main points
C. Conclusion

 Different types of visual aids
There are various visual aids you can use. If you use visual aids, keep them simple and make sure that they
support and add emphasis to your argument – not distract the audience from what you are saying.
The following advice will help you make the most of different types of visual aids.
Read the text, then mark the sentences that follow (a. to g.) as True or False.
 PowerPoint (or equivalent)
Microsoft PowerPoint is probably now the most commonly used form of visual aid.
・Do use a big enough font (minimum 20pt)
・Do keep the background simple.
・Don’t use endless slides of bulleted lists that all look the same.

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Global Business Skills for One-to-One Lessons Whiteboards
Although the whiteboard markings do not produce any dust and easy to draw something on the spot, it takes
time to write and you cannot see your audience while you are writing. Writing on a whiteboard takes time and,once you finish writing, you have to erase it, which also takes time. Care has to be taken that your handwriting is
legible and sufficiently large enough to be seen by all the audience.
 Flip charts
One of the oldest visual aids around, before the days of fancy electronics, the flip chart can still be a highly
effective way
to convey points during a presentation, especially when presenting to groups of up to 25. It requires no powersource and no technical expertise. Title each page with a short topic or heading. Do not use pastel colors. Black,blue are preferable and dark green and brown are acceptable. The color red should be used only for emphasis.
Don’t talk to the board while writing on it.
 Microphone
You should use a microphone. Speak in a clear voice. You should repeat questions from the audience into themicrophone, which helps every member of the audience to hear the question asked.
 Handouts
Handouts are very useful. Use a handout if your information is too detailed to fit on a slide or if you want youraudience to have a full record of your findings. However, think carefully about when to distribute your handouts.
Giving out handouts at the start of a talk will take time and the audience may start to read these rather than listen
to what the speaker is saying. Given too early and they may prove a distraction. Given too late and your audience
may have taken too many unnecessary notes. Given out in the middle and your audience will inevitably readrather than listen. One way of avoiding these pitfalls is to give out incomplete handouts at key stages during yourpresentation. You can then highlight the missing details vocally, encouraging your audience to fill in the gaps.
Have extra handouts for unexpected participants.

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*
*
*
*
*
*
*
*
a) Don’t use black when using flip charts.
b) Distribute your handouts at the beginning of your talk.
c) Avoid repeating questions from the audience into the microphone.
d) One of the pitfalls of using a whiteboard is that it does not require constant erasing.
e) There is no need to number your overheads.
f ) Keep the background simple and use red when using PowerPoint.

True/ False
True/ False
True/ False
True/ False
True/ False
True/ False

Match each definition (A – O) with today’s vocabulary word (1 – 15)
DEFINITIONS
A. a raised area on which a person stands to speak to a large number ofpeople, to conduct music, or to receive a prize in a sports competition
B. a likely problem
C. to show the meaning of something more clearly
D. to put two or more things into a straight line
E. continuing to keep something
F. able to be read easily
G. the ability to understand completely
H. a color that is pale and soft
I. a wise saying or proverb
J. to limit something
K. related to something being discussed
L. the ability to do something well
M. to become less bright
N. a high level of knowledge or skill
O. involving numbers

1. illustrate
2. retention
3. adage
4. comprehension
5. restrict
6. competence
7. relevant
8. numerical
9. dim (v)
10. align
11. expertise
12. pastel
13. podium
14. pitfall
15. legible

Fill in the blanks.
1. He took financial advice on how to avoid the p_ _ _ _ _ _s of setting up your own business.
2. The lecturer i_ _ _ _ _ _ated his point with a diagram on the board.
3. You need to a_ _ _n the numbers properly in a column.
4. The letter was faded and barely l_ _ _ _ _e.
5. He has no c_ _ _ _ _ _ _nsion of the size of the problem.

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1Day 34 +35

Vocab Review
Fill in the blanks.

1. He took financial advice on how to avoid the p_ _ _ _ _ _s of setting up your own business.
2. The lecturer i_ _ _ _ _ _ated his point with a diagram on the board.
3. You need to a_ _ _n the numbers properly in a column.
4. The letter was faded and barely l_ _ _ _ _e.
5. He has no c_ _ _ _ _ _ _nsion of the size of the problem.

3 Presentations

Module 3.4 Using visual aids ― Talking about the content of visual aids
LEAD-IN Look at the pictures below. Label them using the listed words.
line graph flow chart bar graph organogram pie chart table
1

4

2

5

6

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3solid line dashed line fluctuating line vertical axis dotted line horizontal axis

 Look at the pictures below. What are rows, columns, segments and undulating?

a

b

c

 Look at the following visual aids. Which is easier to comprehend at a glance?

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Global Business Skills for One-to-One Lessons When to use tables and when to use graphs
Complete the sentences with words from the box.
visual/ time/ columns/ smaller/ larger/ periods/ rows/
One advantage of using tables is that we can show comparisons between numbers, reading down …………. oracross ……… of numbers. Graphs, on the other hand, can visually show a trend over time. People can see thegraphs at a glance and understand quickly. It is an advantage of ………… perception to view patterns moreclearly than columns of numbers.
Line graphs can show changes in the data over ………….. of time. Line graphs have better use than bar graphs
when dealing with ………….. changes. You can use line graphs to compare changes over the same period for
different groups.
Bar graphs, which compare data at a point in time and help the viewer in comparing different types of data, arebest when the changes are ………...
Pie charts carry the advantage that they can show the parts of a whole. They do not show changes over …………
 Which of these visuals would you use to describe the following:
A your company’s quarterly sales figures over the past three years
B your division’s new organizational structure
C the results of a survey that was carried out to find out how students travel to your school
D your company’s order filling process
E the fluctuation in the number of people at a London underground station over the course of a day Delivery of visual aids
Identify some key phrases, typical of delivering visual aids, of which structure consists of four fundamentals:
Introduction, Explanation, Emphasis, and Comment.
Match the phrases (1 – 8) with the four fundamental structures (A – D)
1. “I’d like you to focus your attention on . . .”2. “I’d like to show you . . .”3. “As can be understood from this graph, …”
4. “Notice the blue segment that shows…”
5. “This pie chart illustrates the distribution of …”
6. “Let’s now look at the next slide which shows …”
7. “The two axes represent . . .”8. “You can see that different colors have been used
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A. Introducing a visual
B. Explaining a visual
C. Emphasizing the focal point of a visual
D. Interpreting a visual Describing change in visuals
Try to use different words to express movement in order to avoid repetition.
 Upward movement(v) go up/ take off/ shoot up/ soar/ jump/ increase/ rise/ grow/ rocket/ improve/(n) an increase/ a rise/ a growth/ an improvement/ an upturn/ a surge/ an AT THE TOP-verbs
reach a peak/ peak/ top out/ reach a high/ reach a maximum
 Downward movement(v) go down/ come down/ fall/ fall off/ drop/ slump/ decline/ decrease/ plummet/ slip/(n) a fall/ a decrease/ a decline/ a drop/ a downturn/ a downturn trend AT THE BOTTOM-verbs
reach a low point/ bottom out/ level out/ hit a low/ hit bottom Up-and-down movement(v) fluctuate/ undulate(adj) volatile

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 NO CHANGE-verbs
remain stable/ level off /stay (at) the same (level) / remain constant /stagnate/ stabilize/ reach a plateau
 Degree of change(adv) dramatically/ considerably/ significantly/ moderately/ slightly/ substantially/ markedly(adj) dramatic/ considerable/ significant/ moderate/ slight/ substantial
 Speed of change(adv) rapidly/ quickly/ suddenly/ gradually/ steadily/ slowly/ abruptly/ quickly(adj) rapid/ quick/ sudden/ gradual/ steady/ slow/ abrupt/ quick Using a percentage(prep) a rise from 15$ to 20$/ to increase by 30%/ to fall by 40%/ an increase of 5.5 per cent over lastyearMatch each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. expressed in speech rather than in writing
B. to keep changing
C. involving or expressed in numbers
D. following a particular order
E. one of the two lines on which the scales of measurement are marked

1. numerical
2. axis (pl. axes)
3. verbal
4. fluctuate
5. sequential

Fill in the blanks.
1. Keep your files in n_ _ _ _ _cal order.
2. We have a v_ _ _ _l agreement with the landlord.
3. Oil prices have f_ _ _ _ _ated wildly in recent weeks.
4. In this way the children are introduced to s_ _ _ _ _tial learning.
5. Annual profits over the last 10 years are plotted on the y-_ _ _s.

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1Day 36

Vocab Review
Fill in the blanks.

1. Keep your files in n_ _ _ _ _cal order.
2. We have a v_ _ _ _l agreement with the landlord.
3. Oil prices have f_ _ _ _ _ated wildly in recent weeks.
4. In this way the children are introduced to s_ _ _ _ _tial learning.
5. Annual profits over the last 10 years are plotted on the y-_ _ _s.

3 Presentations

Module 3.5 Structuring the main body The main body of the presentation contains the details of the topic described in the introduction.
・Repeat briefly what the topic and objective of your talk is: (Today’s topic is . . .)・Clear and simple main body structure: (I’ve divided my talk into three parts.)
First part
-a
-b
-c
-d
Second part -a-b
Third part -a-b-c
Reading
Read the following.
 The secrets of presentation success
You should use signpost language to make your presentation successful. Signpost language can tell the audience
what has just happened and what is going to happen. Signpost language guides the audience through thepresentation.
 (Ending the introduction) So that concludes the introduction./ That’s all for the introduction.
 (Beginning the main body) Now let’s move to the first part of my talk, which is about . . .
 (Saying what is coming Signaling the beginning of each part) In this part of my presentation,
I’d like to tell you about . . .

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Global Business Skills for One-to-One Lessons (Listing information) One type of signpost language is to introduce a list with a phrase like There are three
types of business plans that we have to think about: a summary business plan, a full business plan and aoperational business plan. Let’s look at each of these in more detail. First, a summary business plan . . ./ We
can see four advantages and two disadvantages. First, advantages. One is . . . Another is . . . A third
advantage is . . . Finally . . .
 (Linking ideas) Another signpost language is to give a link between parts of presentation in order to develop
the linear flow of your presentation. When one part of the talk ends you can say: That’s all I want to say about . . .
/ This brings me to the end of my first point. And begin a new part by saying Now we’ll move on to the next partwhich is . . . / This leads to the next point, which is . . . / The next issue (topic, area) I would like to focus on is . . .
 (Sequencing) Another type of signpost language is sequencing of information, which normally follows alogical or temporal order. There are two steps involved. The first step is . . . The second step is . . . / First thebackground, then the present situation, and then the prospects for the future. / Where does this lead us?/ Whyis this important? Key words in sequencing information are first, then, next, after that, later, finally, etc.
 (Giving examples) A good example of this is . . . / To illustrate this point . . .
 (Summarizing a point) Let me briefly summarize what I’ve said so far./ I’d like to sum up the main points.
 (Referring back) As I mentioned before, . . . / As I said earlier, . . . / As I pointed out in the first section, . . . /Let’s go back to what we were discussing earlier.

Writing Put the words in the right order to make typical sentences from signpost language.
1. Let’s/ earlier/ back/ were/ go/ to/ discussing/ we/ back/ what____________________________________________________________________________________________
2. So/ introduction/ concludes/ the / that____________________________________________________________________________________________
3. This/ point/ me/ my/ brings/ the/ first/ to/ of/ end____________________________________________________________________________________________
4. There/ we/ to/ of/ about/ are/ that/ think/ three/ plans/ have/ types/ business____________________________________________________________________________________________
5. I’d/ points/ to/ sum/ the/ main/ like/ up____________________________________________________________________________________________
6. Where/ lead/ this/ us/ does/ ?
____________________________________________________________________________________________
7. First/ then/ then/ for/ future/ the / the / the / the/ present/ background/ prospects/ situation/ and____________________________________________________________________________________________
8. There/ involved/ two/ are/ steps____________________________________________________________________________________________
9. Let/ so/ me/ far/ said/ summarize/ I’ve/ briefly/ what____________________________________________________________________________________________

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 Practice
Give a brief presentation of one minute about what steps you would take to brush your teeth, using listing andsequencing where necessary. (Preparation time: 5 minutes)
Listening
1. Listen and fill in the blanks.
 What to avoid
The most ………. mistake with presentations is trying to ……… in too much information – you either ……. uptalking too fast, or ……….. the time limit.
Start with an ………… that sets out the structure, followed by the main body ……….. of 3 (or 4) main points,
each followed by ………. to support these, and finish with a brief summarizing conclusion.
2. Listen and fill in the blanks.
 Supporting information
Choose your supporting information carefully. This helps your ………. understand, believe in and agree withyour main points. This evidence might take the form of ………. data, points of detail or an ………… of process. It
might be presented in ………. ways using …………. Think about:• what will add ……….. to your argument (explaining complex terms, reminding your audience of any
supporting theories)?
• what will add ………. to your argument (making connections with other people’s work, quoting experts,
offering evidence from your own research)?
• what will add ……….. to your argument (showing a video clip or a slide, using a practical example or a vibrantanalogy)?
Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to continue past an intended limit, especially a finishing timeB. the quality of being clear and easy to understandC. something that shows what is going to happen in the future
D. new, original, and cleverE. to do many things in a short period of time

1. signpost
2. cram
3. overrun
4. clarity
5. imaginative

Fill in the blanks.
1. I managed to c_ _ _ three countries into a week’s business trip.
2. My evening class o_ _ _ _ _n by ten minutes.
3. This upturn in the country’s economy is a splendid s_ _ _ _ _ _t to the future.
4. They should adopt a more i_ _ _ _ _ative approach.

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Vocab Review

Day 37Fill in the blanks.
1. I managed to c_ _ _ three countries into a week’s business trip.
2. My evening class o_ _ _ _ _n by ten minutes.
3. This upturn in the country’s economy is a splendid s_ _ _ _ _ _t to the future.
4. They should adopt a more i_ _ _ _ _ative approach.
3 Presentations

Module 3.6 Concluding a presentation

LEAD-IN What does the end of a presentation contain?
 What is the difference, if any, between a summary and a conclusion?
Writing
1. Complete the gaps. The first letters are given to you.
So, that brings me t_ almost the end o_ my talk. I’d like to end w_ _ _ a short r_ _ _ _ _ _ _ _ _ _ of the m_ _ _ point. The key
i_ _ _ _ is that . . .
Now, what are the l_ _ _ _ _ _ that we can l_ _ _ _ from this? Well, I think, most importantly, we h_ _ _ t_ build up . . .
Thank you everyone f_ _ listening.
 Is this a summary or a conclusion or is it both? Explain your answer.
2. Complete the gaps. The first letters are given to you.
That e_ _ _ the main part of my talk. Now I’d like to s_ _ _ _ _ _ _ _ the main points. . . . Now, turning to myc_ _ _ _ _ _ _ _ _, I want to make three key r_ _ _ _ _ _ _ _ _ _ _ _ _ _. Number one, . . . Number two, . . . And
number three, . . . And that, ladies and gentlemen, c_ _ _ _ _ _ _ _ my talk.

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 Is this a summary or a conclusion or is it both? Explain your answer.

Module 3.7 Handling the question and answer session
LEAD-IN How do you end your presentation and invite questions and/or introduce discussion?
1. Listen and fill in the blanks.
 Signaling the end of the presentation
・ That _________ the formal part of my talk. Thank you all for listening.
・ I’m now ________ the end of my talk.
・ Well, this ________ me to the end of my presentation.
 Summary・ Before I stop, let me go _______ my main points again.
・ To ______ up then, we . . .
・ I’d just like to ______ through the main points again.
・ Just to __________ the main points of my talk . . .
 Conclusion
・ We’d therefore _________ that we . . .
・ What I’d like to ___________ is . . .
 Inviting questions and/or introducing discussion
・ Now, I’ll be _________ to answer any questions you may have.
・ We have ______ an hour for questions and discussion.
・ Now, I’d like to _______ your comments.
・ Are there any questions or __________?
 Handling questions
2. Listen and fill in the blanks.
Handling questions is _________ by many speakers to be the most difficult part of a presentation. What is thebest way to handle questions after a presentation? Well, the best way is to ________ very carefully. It can be
useful to repeat or paraphrase the question. You repeat the point that the _________ makes. You can check it thatway. It will also give you _________ to think.
 How do you handle questions?
Case 1: You understood the question, but it is difficult or impossible to answer
・ That’s a difficult question to answer __________ a few words. I don’t have much experience in that________. Perhaps the Sales Manager can help . . .
Case 2: You understood the question, but it is irrelevant
・ I’m afraid that’s outside the ________ of my talk. If I _____ you, I’d discuss that with . . .
Case 3: You did not understand the question
・ Sorry, I’m not ________ I’ve understood your question. Could you repeat?
・ I didn’t ________ the last part of your question.
 How do you check that your answer is sufficient?
・ Does that ________ your question?

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Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to repeat something written or spoken using different words
B. to say that someone or something is good or suitable for a particularpurposeC. to get close to something
D. an important subject or problem that people are discussing
E. a person who asks a question

1. near (v)2. questioner
3. paraphrase
4. recommend
5. issueFill in the blanks.
1. I’m pleased to say the project is n_ _ _ing completion.
2. I’ll have to p_ _ _ _ _ _ _se it because I didn’t get a chance to memorize it.
3. Can you r_ _ _ _ _ _ _d a good wine to go with this dish?
4. Jack has raised a very important i_ _ _e.

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Vocab Review

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Fill in the blanks.
1. I’m pleased to say the project is n_ _ _ing completion.
2. I’ll have to p_ _ _ _ _ _ _se it because I didn’t get a chance to memorize it.
3. Can you r_ _ _ _ _ _ _d a good wine to go with this dish?
4. Jack has raised a very important i_ _ _e.
4 Meetings/ Discussions

Module 4.1 What makes a good meeting?

LEAD-IN
Listening
1. Listen and fill in the blanks.
What is a meeting?
A meeting is a ……….. of two or more people to ……… a ……….. goal such as presenting or ……….
information, planning ………. activities, making …………, and so on. Almost every group activity or ……….
requires a meeting, or meetings, of some sort.
2 Listen and fill in the blanks.
What Is a Good Meeting?
Bad meetings have tendency to …………….. on and on, and you keep wondering why you are …………there. Ina good meeting, on the other hand, everyone’s ideas are ………….., decisions are made with ……….. speed, andwhat participants do are …………… on concrete results.
Good meetings are full of ………… and provide participants with something that may ……….. them in their
future careers.

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A good chairperson is someone who understands the aims of a meeting, helps keep the discussion on ………..,
collaborates with participants to finish the meeting in the time (allotted), and follows an …………….
Good participants join the meeting knowing what the business at ……….. is, give thought to ……… over main
issues. They take …………. talking, and help to move decisions forward.

 Match the different types of meeting (1 - 9 ) with the definitions (a – i).
1. kickoff meeting
2. board meeting
3. one-on-one meeting
4. team meeting
5. ad hoc meeting
6. staff meeting
7. project meeting
8. progress meeting
9. brainstorming meeting

a. If you need new ideas, you have this type of meeting.
b. This is a meeting between two individuals.
c. This meeting brings together people from different departments
working on a specific task.
d. This is a meeting between a manager and those who report to the
manager.
e. The first official meeting of a group of people who will be working
together on a project.
f. This is a meeting aimed to capture from time to time all the ongoing critical issues
affecting the project.
g. This is a meeting among colleagues working on various aspects of a team project.
h. This is a meeting of the Board of Directors of an organization.
i. This is a meeting called for a special purpose, not planned but arranged only
when necessary.

Meeting Basics
 Agenda
Look at the agenda below for a monthly sales meeting of MBW Motor Corporation. Complete the sentences withwords from the box.
venue/ issues/ attendees/ other/ accuracy/ facilitate/ points/ attend/ company/ any/ objectives/ time/ dateAn agenda, which is a list of things to be considered, is required for meetings. After deciding the …………. of themeeting, you prepare the agenda, which helps to ……….. good meetings
List your ………. name, the ……, the ………, the name of the ………., and the meeting ………. slot at the topof the agenda. The first point in the meeting is ‘Apologies’ , which is done when the chairperson reports who is
not able to ………. The next point is when the notes of the previous meeting are checked for ……….., followedby ‘Matters arising from the minutes’ , which is when any ……….. relating to the last meeting are discussed. Then
come the main ………… for discussion at the meeting. ‘AOB’, which stands for …….. ……… business, comesnext when issues which are not on the agenda can be discussed. The last item on the agenda is the date of thenext meeting.

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MBW Motor Corporation - Cebu Region
Monthly Sales Meeting
April 25, 2016
Conference RoomParticipants: Jack Nicholson (Chair), Meryl Streep, Marlon Brando,
Jodie Foster, Anthony Hopkins, Sandra Bullock
Time: 10:00 End: 12:00
Agenda
1. Apologies
2. Minutes of the last meeting
3. Matters arising from the minutes
4. Sales results and forecasts
5. New product launch
6. Awards and Incentive
6.1 March Sales Awards
6.2 Launch of April Sales Incentive
7. AOB
8. Date of the next meeting
Listening

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Listen and fill in the blanks.
 Meeting Minutes
Taking good meeting minutes – a ………. record of what is being ……… during a meeting – is a huge ……….. toeffective meetings.
The purpose of taking minutes at a meeting is not to ………. every single thing that people discuss. There is no
way you can write down everything that is being said in the meeting. Don’t waste your time writing down every……….. someone made …….. or …… a particular business action. When someone makes a ………, for example,
write down the exact wording of the motion, who made it, and the final results of the ……….. You don’t needto write down everyone’s comments for or against the motion. Be ………. It’s important that you listen for and…….. key points, such as:・Topics covered (should be part of the agenda)
・Action items
・Decisions
Action items
Action items are a really simple tool to make sure that things actually get done after a meeting. Actions
that are recorded properly in the meeting minutes help to make expectations crystal clear and ………
misunderstandings.
The three key ………. of action items all start with W –Who, What and When.

Action: Ms Doe to report on the results of the customer satisfaction survey at the next meeting.
Who

What

When

 Read the following. Is this an example of an agenda?
ABC Academy Business Meeting
March 4, 2016
Meeting called to order at 10:00 a.m. by school owner Andrew Baker
Teachers present: Cary Grant, Sharon Stone, James Stewart, Faye Dunaway, Catherine Zeta-Jones
Apologies: None Approval of minutes:
Motion: To approve the minutes for February 3, 2016
Vote: Motion carried
Resolved: Minutes from the meeting on February 3, 2016, approved without modification
 Business:
・ Motion: Owner Andrew Baker made a motion to hold teacher training seminar on March 26th
Vote: 4 for, 1 opposed
Resolved: Motion carried
Action: Cary Grant to organize the seminar by March 15
・ Motion: James Stewart made a motion to host a sightseeing tour for students during theEaster long weekend
Vote: 2 for, 3 opposed
Resolved: Motion failed
・ Motion: Sharon Stone made a motion to open a new business English course
Vote: 5 for, 0 opposed
Resolved: Motion carried
Action: Sharon Stone to report on the new course at the next meeting
Meeting adjourned by school owner Andrew Baker, at 11:20 a.m.
Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to change the date of a meeting to a later date
B. an official written record of what is said and decided at a meeting
C. to have a break in a meeting
D. a list of the subjects to be discussed at a meeting
E. someone who is in charge of a meeting

1. adjourn
2. chairperson
3. postpone
4. minutes
5. agenda

Fill in the blanks.
1. Would you t_ _ _ the minutes?
2. The meeting had to be p_ _ _ _ _ _ed until next week.
3. It was almost noon when the meeting a_ _ _ _ _ _ed.

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Vocab Review

Day 40Fill in the blanks.
1.
2.
3.

Would you t_ _ _ the minutes?
The meeting had to be p_ _ _ _ _ _ed until next week.
It was almost noon when the meeting a_ _ _ _ _ _ed.

4 Meetings/ Discussions

Module 4.2 Chairing a meeting

LEAD-IN
Listening
Listen and fill in the blanks.
If a meeting is going to achieve its ……….. efficiently, then it is essential that someone takes the role of defining
the topics to be covered, ………… the discussions, and ………… that decisions are reached and accepted. This
person is the ‘meeting Chair’ or the ‘……………’.
Apart from setting the agenda, the most important ………….. of the Chair are to ensure that:• discussions should be in …………… with the agenda• each participant should express his/her …………….
• appropriate ……………. should be reached.
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1.
You are the Sales Director for XYZ International and you’ve arranged a meeting (10 a.m., Wednesday) withJack Daniel, Sales Manager. You ask, by email, Jane Rogers, your assistant, to make preparations for the meeting asfollows.
a) book a meeting room and then email the room number to Jack and youb) circulate the agenda to Jack and his teamc) reserve a data projector and an OHPd) order some refreshmentse) attend the meeting and take the minutes

Complete the email to your assistant.
To: jane.rogers@xyz.com
From: (your name) @xyz.com
Subject: Arrangements for meeting with sales team
Hi Jane,I’ve just ……… a meeting with Jack Daniel ….. sales and his team ……. Wednesday …. 10 a.m. Can you………. care of the preparation, please?
Could you …….. a meeting room and ……… Jack and me the room number? Also, can you …….. theagenda to Jack and his team? And can you ………. a data projector and an OHP for us? I’d like you to…….. some refreshments, such as coffee and biscuits.
Finally, can you ………. the meeting, please? I’ll need you to ………. the minutes.
Thanks for your help.
Regards,(Your name)
2. Chairing a meeting
Complete the sentences with words from the box.
time/ adjustments/ summarize/ postpone/ participants/ topic/ venue/ agenda/ dominating• Arrive early enough to sort out any practical problems at the meeting ……….
• Bring extra copies of the …………..
• Start on ……., as this will set the tone for the rest of the meeting.
• Introduce the …………, if appropriate.
• If certain people are ………….. the conversation, make a point of asking others for their ideas.
• At the end of each agenda item, quickly ……….. what was said, and ask people to confirm that that’s a fairsummary.
• Watch body language and make ………….. as necessary. Maybe you need a break, or you need to stop
someone from speaking too much.
• Ensure the meeting stays on ………...
• If there is not enough time to discuss any extra item, ………… the discussion to a later meeting.

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3. The following sentences are in the wrong order. Write them in the correct sequence so they all make sense.
Right, let’s start with item number one.
And finally, we’ll examine …
Now, Jennifer Aniston has sent her apologies.
Well, in the last meeting, I didn’t actually say that we should definitely cancel our commercial advertisement on
television.
OK. As you can see from the minutes, we agreed at the last meeting that HR would advertise for more sales representatives.
All right, everyone. Thank you all very much for being here today.
Could you please change the minutes to accurately reflect what I said?
Jack, any strong candidates yet?
Secondly, we want to have a look at …
And then we’ll see if there’s any other business.
The first is to …
I think we should begin.
She can’t be with us today because she had to go to a meeting in New York.
What I did say was that we should put it back if primetime TV advertising costs remain high.
Now, as I said in the agenda I emailed last week, there are three main issues to discuss.

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. the place where a large or important event happens
B. to have control over a place or a person, or to be the most important
person or thing
C. to make something possible or easier
D. to delay an event or arrange for it to take place at a later time
E. to send something such as information, ideas, or documents from one
Person to another1. facilitate
2. circulate
3. venue
4. dominate
5. postpone

Fill in the blanks.
1. An expert negotiator was brought in to f_ _ _ _ _ _ate the discussion.
2. Management will be c_ _ _ _ _ _ _ing a supplementary report at the budget meeting.
3. The group has booked the popular 1000-seat v_ _ _e for its annual sales conference.
4. He refuses to let others speak and d_ _ _ _ _ _es every meeting.

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Vocab Review

Day 41

Fill in the blanks.
1. An expert negotiator was brought in to f_ _ _ _ _ _ate the discussion.
2. Management will be c_ _ _ _ _ _ _ing a supplementary report at the budget meeting.
3. The group has booked the popular 1000-seat v_ _ _e for its annual sales conference.
4. He refuses to let others speak and d_ _ _ _ _ _es every meeting.

4 Meetings/ Discussions

Module 4.3 Cross-cultural understanding (4) Styles of decision-making

Reading
Read the following text about cross-cultural differences in decision-making and answer these questions.
a) What are the three key words of communitarian decision-making?
b) What are the two salient features of individualistic decision-making?
c) Do you agree with what the writers say about different styles of decision-making?
Individualism versus communitarianism (the conflict between what each of us wants as an individual andthe interests of the group we belong to) in international businessIndividualism encourages individual freedom and responsibility, while communitarianism encourages individuals
to work for consensus1 in the interests of the group.

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Decision-making
Communitarian decision-making typically takes much longer and there are sustained2 efforts to win overeveryone to achieve consensus. Voting down the dissenters3, as often happens in English-speaking western
democracies, is not acceptable. There will usually be detailed consultations with all those concerned and, becauseof pressures to agree collective4 goals, consensus will usually be achieved. If the group or HQ is not consulted first,
an initial “yes” can easily become a “no” later. The many minor objections raised are typically practical rather thanpersonal or principled and the consensus may be modified in many respects. Since, however, those consulted
will usually have to implement5 the consensus, this latter phase of implementation typically proceeds smoothlyand easily. The time “wasted” (from an individualist’s perspective) is saved when the new procedures operate asenvisaged6. The Japanese ringi process, where proposals circulate and are initialed7 by agreeing participants, isthe most famous example of communitarian decision-making, but it can lead to very lengthy delays.
A Japanese company had a factory built in the south of the Netherlands. As usual, this was carried out
with acute attention to detail. In the designing phase, though, it discovered that it had not considered one
restriction. The legal minimum height for workshops was 4cm higher than the design. A new design, which
needed extensive consultation with many people at the head office in Tokyo, took one full month per centimeter
for approval.
It is far too easy for North Americans and north-west Europeans, used to individualism, to jeer8 at suchdelays. The decision-making process in individualistic cultures is usually very short. However, saving time indecision-making is often followed by significant delays due to implementation problems.
The individualist society, with its respect for individual opinions, will frequently ask for a vote to get all
noses pointing in the same direction. The drawback to this is that within a short time they are likely to change
again. The communitarian society will intuitively9 refrain from voting because this will not show respect to theindividuals who are against the majority decision. It prefers to deliberate10 until consensus is reached. The final
result takes longer to achieve, but will be much more stable. In individualistic societies there is frequently
disparity11 between decision and implementation.
(Partially excerpted from Fons Trompenaars and Charles Hampden-Turner ‘Riding the waves of culture’ , London:
Nicholas Brealey Publishing, 1997)
1 agreement 2 continuing for a long time 3 persons that disagree 4 shared by every member 5 carry out 6 imagine 7 signed
8 laugh rudely 9 instinctively 10 ponder/ think carefully 11 difference

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Put the words in the right order to make sentences with expressions from the above text.
1. The/ from/ will/ communitarian/ voting/ refrain/ society/ intuitively
2. Communitarian/ longer/ takes/ decision-making/ much
3. The/ in/ is/ very/ process/ individualistic/ short/ usually/ cultures/ decision-making
4. Communitarianism/ of/ in/ for/ to/ group/ the/ the/ individuals/ work/ encourages/ consensus/ interests
5. A/ had/ built/ of/ in/ company/ a/ the/ the/ factory/ Japanese/ Netherlands/ south
6. The/ in/ to/ for/ for/ with/ society/ direction/ the/ pointing/ individualist/ its/ opinions/ will/get/ respect/ same/ ask/ a/ all/ individual/ frequently/ vote/ noses/

<GRAMMAR REVIEW> Causative verbs in English
Causative verbs in English are used to express the idea that “X” causes “Y” to do something.
 The causative verb ‘have’ is used to express the idea that “X” requests “Y” to do something.
・ I must have my car checked by the mechanic. = I must have the mechanic check my car.
・ I’m going to have my hair cut tomorrow by my hairdresser. = I’m going to have my hairdresser cut myhair tomorrow.
There are two forms: ‘passive’ (having something done by someone= have + noun + past participle) or ‘active’(having someone do something = have + noun + bare infinitive).
Someone in these cases usually indicates ‘someone who is naturally doing that job. For example, a mechanic,
whose job is to repair cars, checks your car or a hairdresser cuts your hair.
Note that ‘by someone’ is added only when it is necessary to mention who did the action. We normally omit itwhen it is obvious.
 Other causative verbs include ‘get’, ‘make’, ‘let’, etc.
Complete the sentences with the correct verb form.
1. We had our landlord (a. to fix b. fixing c. fix d. fixed) the broken window.
2. Instead of buying a new bicycle, why don’t you have your old one (a. to fix b. fixing c. fix d. fixed)?
3. We had the computer guy (a. to install b. installing c. install d. installed) the new software for us.

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to laugh rudely or shout insults
B. someone who disagrees
C. to think carefully
D. agreement
E. difference

1. deliberate (v)2. disparity
3. jeer
4. dissenter
5. consensus

Fill in the blanks.
1. The people at the back of the hall j_ _ _ed at the speaker.
2. One of her priorities will be to eliminate pay d_ _ _ _ _ity between men and women for equal work.
3. The committee has d_ _ _ _ _ _ated the question at great length.

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Vocab Review

Day 42Fill in the blanks.
1. The people at the back of the hall j_ _ _ed at the speaker.
2. One of her priorities will be to eliminate pay d_ _ _ _ _ity between men and women for equal work.
3. The committee has d_ _ _ _ _ _ated the question at great length.

4 Meetings/ Discussions

Module 4.3 Discussion – Stating and asking for opinion

LEAD-IN What is the difference between ‘discussion’ and ‘debate’?
Listening
Listen and fill in the blanks.
What’s the difference between ‘debate’ and ‘discussion’?
A discussion focuses on a specific topic with ……………. which are made by plural people trying to establish
the ………… of the topic. So normally at company meetings discussions take place. A debate is a formal contest
where the ‘yes’ and ‘no’ sides of a …………… are ………. by opposing speakers. A debate is combative and one
side must …………… win. A discussion is held not as a competition but on equal ………….

 Suggest as many ways of asking for opinion and stating opinion as you can.

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Writing
 Choose the most appropriate word from the box. Some unnecessary words are also listed.
have/ tell/ say/ think/ talk/ speak/ views/ time/ opinion
Asking for opinion
1. What do you _________ about . . . ?
2. I’d like to _________ your point of view about . . .
3. Perhaps you can _________ us something about . . .
4. Do you have any ________ on . . . ?
5. What are your _________ about . . . ?

 Which phrases (1 – 10 ) can be used . . .
a to express opinion neutrally
b to express opinion more strongly
c to express opinion more weakly

Stating opinion
1. I think that . . .
2. I definitely think that . . .
3. I’m inclined to think that . . .
4. It seems to me that . . .
5. I understand that . . .
6. I feel strongly that . . .
7. I’m convinced that . . .
8. My view/ idea/ opinion/ thinking is that . . .
9. As I see it . . .
10. In my opinion/ view . . .

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Module 4.5 Discussion – Interrupting
LEAD-IN Imagine that you are in a meeting, and you want to interrupt to ask a question or make a comment.
How would you interrupt speakers in a meeting? Think of three possible phrases.
Listening
Listen and fill in the blanks.
In a discussion, it is seen as ………….. and …………. to interrupt a speaker. But sometimes if you want to………… or the conversation is ………… off-topic, you feel you should interrupt. Learning to interrupt politely
requires ………… and …………..
Here’s how to do it. First of all, …………. body language to let the speaker know that you have something to say.
Make eye contact and he/she may …………. that you want to speak. If you can’t get the speaker’s attention, raise
your hand, or clear your ………… Secondly, avoid interrupting ………. If there is a …………… in theconversation, that is your chance.

 Which phrases (1 – 10 ) can be used . . .
a to begin an interruption
b to begin an interruption more formallyc to be followed by a quick question to the speakerd for the speaker to accept the interruption
e for the speaker to reject the interruption
1. Can I come to that later?
2. Could I just comment on that?
3. Sorry, please let me finish
4. Sorry to interrupt you but . . .
5. Could I come in here?
6. Can I just say something about that?
7. Hold on a moment, please. We’ll come back to you soon.
8. Yes, go ahead.
9. I apologize for interrupting but . . .
10. Just a moment, please. I promise we’ll come right back to you.
11. Could I make a point here?
12. Sorry to hold the meeting up but . . .

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Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. a short period of calm in which little happens
B. great skill or style
C. to speak in support of an idea or course of action
D. a statement that you strongly believe is true
E. to say something that interrupts someone who is speaking

1. advocate
2. interject
3. lull
4. finesse
5. assertion

Fill in the blanks.
1. I certainly don’t agree with his a_ _ _ _ _ion that men are better drivers than women.
2. It was a disappointing performance which lacked f_ _ _ _ _e.
3. After the summer l_ _ _, business has picked up again this month.
4. He i_ _ _ _ _ _cted questions throughout the discussion.
5. The Food Standard Agency a_ _ _ _ated a ban on advertising junk food to children.

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Vocab Review

Day 43

Fill in the blanks.
1. I certainly don’t agree with his a_ _ _ _ _ion that men are better drivers than women.
2. It was a disappointing performance which lacked f_ _ _ _ _e.
3. After the summer l_ _ _, business has picked up again this month.
4. He i_ _ _ _ _ _cted questions throughout the discussion.
5. The Food Standard Agency a_ _ _ _ated a ban on advertising junk food to children.
4 Meetings/ Discussions

Module 4.6 Discussion – Asking for and giving clarification
Listening
Listen and fill in the blanks.
Asking for Clarification in a Business Meeting
In attending a meeting, from time to time you may have ……………. a kind of ………….. at having something……………. to say without knowing how and when to say it.
Speaking up in meetings, to ………….., correct someone else, or ask for ……………., can be extremely…………….
However, if you know some useful phrases at ……………, you will feel more ………… in speaking up yourthoughts in meetings.
 Which phrases (1 – 13 ) can be used . . .
a to start asking for clarificationb to be followed by a quick question to the speakerc for the speaker to clarify
d for the speaker to check that the clarification is sufficient

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1. Is that clearer now?
2. What I mean is . . .
3. Er . . . sorry I’m afraid I don’t quite follow you.
4. Could we have some more details, please?
5. Is that okay?
6. What do you mean by . . . ?
7. Sorry to interrupt you, but I’m afraid I don’t quite understand what you are getting at.
8. Well, it means . . .
9. Could you elaborate on that?
10. Let me explain this in more detail . . .
11. Could you be more specific?
12. Excuse me, I don’t see what you mean.
13. Could you clarify that?

 Complete the following mini-dialogues
Extract 1
A: . . . in the penultimate chapter of the book.
B: Er, sorry, can I ask something? __________ _________ ___________ _________ by ‘penultimate’ ?
A: __________, it means ‘last but one’ or ‘not the last, but immediately before the last’. Is that __________ now?
B: Yes, thanks.
Extract 2
A: Vehicle manufacturers will increasingly advertise extra safety measures as a USP for their cars.
B: Excuse me, I’m not quite sure ____________ USP?
A: USP is an _______________ for ‘Unique Selling Point’.
B: Er, could you _____________ on that?
A; Yes, of course. The USP of a product or service is a particular feature of it which can be used in advertising toshow how it is different from, and better than, other similar products or services. Is that okay?
B: Yes, I ______________ now. Thank you.
 Unscramble the words to make questions that ask for clarification.
1. Sorry/ you/ I’m/ I/ you/ at/ to/ but/ getting/ interrupt/ don’t/ afraid/ understand/ are/ what/ quite
2. Could/ that/ on/ you/ elaborate/ ?
3. Excuse/ I/ you/ me/ see/ mean/ don’t/ what
4. Could/ specific/ you/ more/ be/ ?
5. Could/ that/ clarify/ you/ ?

Module 4.7 Discussion – Expressing agreement/ disagreement
Listening
Listen and fill in the blanks.
It is ………. that people will agree and disagree with one another during meetings. Imagine that you are in a
meeting and you disagree with someone over an ………... It’s hard to disagree without being ………... How
might you make your point ……….? In spoken English, just saying “I disagree” is often too ………. Most English
speakers use phrases that are ………. to be more polite, or ………. methods to express disagreement. One way
to disagree indirectly is simply to say your own opinion. It’s common to use the words ‘well’ and ‘actually’, which
signal that you are going to express a …………… opinion.

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 Which phrases (1 – 10 ) can be used . . .
a to disagree using an apology to introduce your disagreementb to disagree partiallyc to disagree formallyd to disagree indirectly
e to disagree using adverbs
f to acknowledge the other person’s opinion before you disagree
g to pretend to be unsure about agreeing
h to agree using adverbs

1. I agree up to a point, but …
2. With all due respect, that account doesn’t fit the facts.
3. I see what you’re saying but…
4. I respectfully disagree with that assessment,
5. I’m not sure I agree with you about this.
6. I can agree with that only with reservations.
7. Actually, I have my own thoughts about that.
8. That’s a valid point, but…
9. Well, in my opinion . . .
10. I don’t think I have the same opinion as you.
11. I’m sorry but I disagree with you about this.
12. I take your point but . . .
13. I am of a different opinion.
14. I completely (absolutely) agree with you on that point.
 Complete the following sentences by underlining the correct word from the options given.
A manager of a company, during a meeting, asked participants to give him [ agreement / feedback /information ]on the presentation that they’d just seen. Some of them said that they [ disagreed / unhappy / prohibit ] with thecompany’s new expansion project. They said that they would be much [ comfortable / happier / prefer ] if there
were more time to discuss the project.
 Unscramble the words to express disagreement.
1. Actually,/ that/ I/ about/ own/ my/ have/ thoughts
2. I/ that/ reservations/ agree/ only/ with/ with/ can
3. With/ facts/ all/ that/ respect/ fit/ due/ account/ the/ doesn’t
4. I’m/ but/ disagree/ this/ with/ about/ you/ sorry/ I
5. I/ I/ you/ don’t/ the / as/ think/ have/ opinion/ same
Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. wrong or false
B. certain to happen and unable to be avoided
C. to change something in order to improve it
D. making you feel frightened or nervous
E. unpleasant

1. modify
2. disagreeable
3. erroneous
4. inevitable
5. intimidating

Fill in the blanks.
1. She can be very i_ _ _ _ _ _ating when she’s angry.
2. The accident was the i_ _ _ _ _able consequence of carelessness.
3. She said some very d_ _ _ _ _eeable things.
4. The plans will have to be m_ _ _ _ _ed to reduce costs.

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Vocab Review

Day 44 + 45

Fill in the blanks.
1. She can be very i_ _ _ _ _ _ating when she’s angry.
2. The accident was the i_ _ _ _ _able consequence of carelessness.
3. She said some very d_ _ _ _ _eeable things.
4. The plans will have to be m_ _ _ _ _ed to reduce costs.

4 Meetings/ Discussions

Module 4.8 Making resolutions
Listening
Listen and answer the following questions.
1. Is a company resolution a contract?
2. What does “make a motion” mean?
3. What does “obtain the floor” mean?
 Match the two parts to make sentences which can be used to make resolutions.

The motion has been
All those in favor,
Would anyone like			Is there someone topropose the motion?
to second that?
rejected by 10 votes to 3.
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 The following sentences are in the wrong order. Write them in the correct sequence so they all make sense.
1. Mr. Chairman. I move that the Board of Directors for the ensuing year be* fixed at eight.
2. I second the motion.
3. The motion is carried: 8 for, 2 opposed, 3 abstentions.
4. The next item of business is to fix the number of directors. Do we have a motion?
5. All in favor of the motion, please raise your hand. Thank you. All those opposed? Abstentions?
6. Is there a seconder for the motion?
7. Can I ask for a show of hands?
<GRAMMAR REVIEW> *Subjunctive
The subjunctive is the name of a special group of verb-forms (recommended that he be released . . . / It is vitalthat he return immediately . . . / I wish I were rich . . . ) used to express a wish, a suggestion, a demand, etc.
The forms of the subjunctive are as follows:
・ The Present subjunctive consists of the infinitive without to (= the bare infinitive)in all persons: e.g. I be,
you be, (s)he be, we be, they be; I go, you go, (s)he go, etc.
・ The Past subjunctive exists only in ‘were’ in all persons: e.g. I were, you were, (s)he were, etc.
 Verbs which attract the subjunctive
The following verbs often attract the subjunctive: ask, command, demand, insist, move (=to officially make aproposal at a meeting), order, recommend, request, propose, suggest, and wish.
 Adjectives which attract the subjunctive
The following adjectives often attract the subjunctive: crucial, essential, important, imperative, necessary andvital.

Subjunctive Exercise
Decide which answer (a, b, c, or d) best fits each gap.
1. The board recommended that the motion (a. was b. had c. be. d. has been) passed immediately.
2. It is imperative that the game (a. begins b. begin c. began d. has begun) at once.
3. I’m suggesting that he (a. reconsiders b. reconsidered c. reconsider d. is reconsidering) my proposals.
4. The police insisted that the car (a. be moved b. is moved c. was moved d. is moving) immediately.

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Module 4.9 Ending a meeting AOB
The last item on a formal agenda is AOB (Any Other Business). If a subject is not directly relevant to the discussion,a chairperson might ask that the item be dealt with under AOB.
 Match the two parts to make sentences which can be used to talk about AOB.
Could we deal
Does anyone haveLet’s talk about
Is there any otherI have an item
Could we talkbusiness that we need to discuss?
for AOBover that point under AOB?
with that point under AOB?
that when we get to AOB.
anything they’d like to bring up under AOB?

 Ending a meeting Match the two parts to make sentences which can be used to end a meeting.
I think we’ve just about						I’ll just go
Let’s just run throughMary, you’re going to contact headquarters, and Jack’s
The meeting
Thank you all very much for					coming and contributing.
is adjourned.
going to take care of the translation.
who’s doing what.
through what we’ve agreed to today.
covered everything.

NB: The verb ‘adjourn’ means ‘to end a meeting for a period of time’ or ‘to suspend until a later stated time’.
 I declare the meeting adjourned (or closed). Thank you all for coming.
 We’ll adjourn for lunch and reconvene at 1:00 p.m. to discuss the outstanding issues.

Module 4.10 How to support your opinion by constructing a logical argument
In business your opinions should be supported by logical arguments, which are built upon evidence that leads toa conclusion through an accepted pattern of reasoning. Six commonly used sources of supporting evidence are:definition, reasons, examples, concessions (quoting another opposing opinion = counterargument), statistics,
and the testimonies of experts.

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Reading
Read the following and identify which underlined part (1 – 13) represents the opinion (O), definition (D), reasons(R), examples (E), concessions (C), statistics (S), or the testimonies of experts (T).
“Should animals be kept in zoos?”
It is my view that we cannot keep animals in any zoo,
which is a place where live animals are kept so that people can look at them.
Obviously, animals kept in a zoo cannot move as freely as when they live ina natural environment. We are depriving them of their natural and spontaneous
behavior.
Some people opine that wild animals natural habitat can be replicated in azoo. This may be true when you are talking about smaller animals,
but you cannot say this is true when it comes to larger animals,
like elephants
If elephants who live in large herds are kept in a small zoo, they get bored.
According to a PETA (People for the Ethical Treatment of Animals) article, themedian life for an elephant ina zoo was 16.9 years against 56 years for an elephant living in a natural habitat!
Some say that people can learn about animals from a zoo,
but most people who visit a zoo spend only a few minutes at each display.
What they want is not enlightenment but entertainment, I think.
A curator at a zoo said that what is on display isn’t important, People
are treating the exhibits like wallpaper.
In fact, without going to a zoo, any child can learn that an elephant has a long trunk.
In conclusion, we should not keep animals in any zoo.

2
3

4
5
6
7

8
9
10
11
12
13

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1Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. similar or related
B. to get something
C. to give up the control of something
D. to officially suggest something during a meeting
E. a formal statement on which people in an organization vote, or thedecision taken as a result of this vote

1. to yield
2. resolution
3. corresponding
4. to obtain
5. to move

Fill in the blanks.
1. They were forced to y_ _ _d their land to the occupying forces.
2. I m_ _e that we adopt the resolution.
3. Shareholders were asked to approve a r_ _ _ _ _tion to create a special voting share.
4. Income was up compared to the c_ _ _ _ _ _onding period last year.

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Vocab Review

Day 46

Fill in the blanks.
1. They were forced to y_ _ _d their land to the occupying forces.
2. I’m_ _e that we adopt the resolution.
3. Shareholders were asked to approve a r_ _ _ _ _tion to create a special voting share.
4. Income was up compared to the c_ _ _ _ _ _onding period last year.
5 Negotiations

Module 5.1 Preparing to negotiate

LEAD-IN Look at the picture. What are they doing?
 What is the difference between negotiation and haggling?
Listening
Listen and fill in the blanks.
Haggling and negotiations ……….. every day, from fish markets to board rooms. In the modern definition, oneof the ways haggling …………. itself from negotiating is its …………… nature. Haggling generally ……… itself
to a price discussion, with one party selling an item and another continuously haggling over the price. Generally,
the buyer tries to haggle a price to its lowest, while the seller tries to get the most by acting as if he’s already close
to cost. The “winner” is essentially the one who can ………… the process the longest. By contrast, negotiation
seems to relate more to ……….., but not always directly opposed, goals. By its very definition, negotiations areseeking an outcome between two parties. A contract negotiation, for example, may use many different
goals---salaries, days off, fringe benefits---to reach the goal of signing a contract. That contract will
ultimately include factors that make the contractor and contractee ……………. pleased.

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Reading
 Read the following.
We negotiate almost every day; when we want to buy a new car, when we want a salary increase, for example.
There are three types of negotiation.
 Win-win negotiations
It is the aim of win-win negotiations to find a desirable solution that is acceptable to both parties. The namecomes from the fact that the solution leaves both parties feeling that they’ve won after the negotiation.
 Win-lose negotiations
This type refers to a distributive negotiation whereby one party’s gain is another party’s loss. While one side wins,
the other loses and this outcome may well damage future relationships between the parties. Here, each party
regards the other as an opponent and seeks to win the argument, without much regard for the outcome of theother party. In a win-lose scenario, one party falls within their target range (or better) and the other party falls
outside their target range. This is also called the ‘fixed-pie’ scenario in that there is only a limited amount to be
distributed.
 Lose-lose negotiations
In a lose-lose negotiation, both parties end up with results that fall below their minimum bargaining positions.

 Read the following two situations.
1. Sarah would like to sell her car. She recently moved into the downtown area of the city and realized that she
could commute using public transportation, which is cheaper than the collective cost of the insurance,
maintenance, and gas for her car. She looked her car up the blue book* and found that its value is around $4,900.
However, she would be satisfied if she could sell if for about $4,500. Since she needs to pay for her car insurance
next month, she’d much rather sell her car before then to avoid paying it. Sarah ‘s best case scenario is selling her
car for any amount over $4,700. Her walk away point is $4,200.
*The blue book is a guidebook that lists prices for new and used automobiles and of various makes and models.
2. Jack wants to buy his first car and has saved up $3,900 for this purpose. In addition, he recently made a big
sale at work and expects to receive a bonus check of about $1,000 later this month. He can also use this money
to purchase a car. He has started looking at the local used car market because some of his friends plan to go on aroad trip next weekend. He wants to join them and also wants to avoid paying to rent a car. His father suggested
he offer an initial price of $3,400 so that he has room to negotiate. Jack’s best case scenario is spending $3,400.
His walk away point is $4,400.

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 Read the following three scenarios and decide which negotiation outcome (win-win, win-lose, or lose-lose)each scenario represents.
Scenario A
J: I’ll give you $3,400 for your car.
S: It’s worth $4,900. But I can accept $4,500.
J: I only have $3,900 total. Take it or leave it.
S: That’s $1,000 less than it’s worth, I really can’t accept that amount.
After the negotiation, Jack thinks “Damn, I probably should’ve bought the car. Now I will have to rent a car for theroad trip!” Sarah thinks “Why didn’t I accept Jack’s offer? Now I’ll need to pay my car insurance next month.”
Scenario B
J: I’ll give you $3,400.
S: My car’s worth $4,900. But I’ll accept $4,500.
J: I’ll give you $3,700 in cash right now.
S: (It would be good if I didn’t have to pay that insurance premium next month . . . ) OK.
J: (Great! I have $200 left over plus I still have my bonus to come.)
S: (Actually, I shouldn’t have accepted that amount, I should’ve demanded more.)
Scenario C
J: I’ll give you $3,900 for the car.
S: It’s worth $4,900. But I’ll take $4,500.
J: I can’t pay that much, but I could go higher if I can give you some of the money now and the remainder when I
receive my bonus.
S: How about $4,300 in total?
J: That’s ok. I can pay $3,900 now and $400 in two weeks.
S +J: Deal!
 Here is a representation of the typical structure of a business negotiation.

ProposalCounterproposal
Agreement
Confirmation

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Suggest a short business conversation with the above structure. Start with “I’m sure you can allow us a 10% discount?”
A proposal is an offer made by one party to the other. A successful proposal is one that results in an agreement.
A counterproposal offers an alternative proposal that may suit both parties. This can happen when one party refuses ordoes not agree with the original proposal.
Preparation for a negotiation
Thorough preparation is the most important prerequisite to effective negotiation. Neither experience, bargaining skill, nor
persuasion on the part of the negotiator can compensate for the absence of preparation.
 Match each of the following aspects of good preparation (a – h) with why they are important (i – viii).
a) Knowing what you want from a negotiation, what’s your purpose, your aims and objectivesb) Knowing what’s the minimum deal. Decide what is the least (the lowest offer) you can accept for a dealc) Knowing where you can give way or make concessionsd) Knowing your own strengths and weaknesses, taking the marketing SWOT* analysise) Preparing all support information; figures, numbers, pictures, and so on.
f ) Preparing an opening statement. Begin in general terms what you hope to achieveg) Knowing the other side, what they want, their strengths and weaknessesh) Organizing and planning an agendai) helps you to know the market, to see the negotiation in its proper contextii) helps you to reach an agreementiii) helps you to make your negotiation effectiveiv) helps clear thinking and purposev) helps you to create the right atmosphere, helping things to be clear between the two sidesvi) helps you to find a compromisevii) helps you to support your argumentviii) helps you to identify your own issues, priorities, and goals, as well as your opponent’s issues, priorities,
and goals*SWOT is a system that companies use to examine how well they are working, in order to help them improve and makeplans for the future. SWOT is an abbreviation for ‘strengths, weaknesses, opportunities and threats’. (See Day 49)

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. an agreement in an argument in which the people involved reduce theirdemands or change their opinion in order to agree
B. a person who disagrees with something or a person you are competing
againstC. involving two people or groups that agree to help each other in a similarway
D. the amount of money you have available to spend
E. to accept or be able to deal with something that causes you difficulty

1. reciprocal
2. stomach (v)3. compromise (n)4. opponent
5. budget

Fill in the blanks.
1. It is hoped that a c_ _ _ _ _ _ise will be reached in today’s talks.
2. The firm has drawn up a b_ _ _ _t for the coming financial year.
3. He can’t s_ _ _ _ _h the idea that Jack might be the next chairman.
4. We have agreed to exchange information about our two companies, but strictly on ar_ _ _ _ _ _ _al basis.

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Vocab Review

Day 47Fill in the blanks.
1. It is hoped that a c_ _ _ _ _ _ise will be reached in today’s talks.
2. The firm has drawn up a b_ _ _ _t for the coming financial year.
3. He can’t s_ _ _ _ _h the idea that Jack might be the next chairman.
4. We have agreed to exchange information about our two companies, but strictly on a r_ _ _ _ _ _ _al basis.

5 Negotiations

Business Negotiations Agenda (Formal agenda for the negotiating sessions)
Listening
Listen and fill in the blanks.
In preparation for the negotiation, we should write a ………. agenda which should include …………… (fromeach company), date and ………, schedule and discussion topics, date of next meeting, and ……... This is to be
discussed by both parties in order for the final ……… of the agenda to be ready for the initial meeting.
Then, at the beginning of the negotiation, go ………. the agenda and ask for agreement. A clear and complete
agenda that both parties agree to is very helpful in keeping a negotiation effective, because it sets a positive……………... It is the first agreement both parties have reached. And also it ……….. the points to be discussed
and provides a clear timetable.
Before the meeting, Company A and Company B exchanged emails about the agenda. Put the email phrases(a – f ) in the right order and match them with A1, A2, B1/2/3, and A3 on the timeline. The first one has been done
for you.
a) Do you agree with the other items?
b) It has occurred to us that we need to add . . . to the agenda.
c) Could you please confirm that you have received the revised agenda?
d) It is extremely important for us to include . . .
e) Please find attached our proposal for the agenda for the initial meeting.
f ) . . . has a lower priority.

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(Timeline)

Meeting

A1
A2
B1/ 2/ 3
A3
A1: the first email from company A ---------------------------- e
A2: the second email from company A ------------------------( )B1/ 2/ 3: the first email from company B -------------------- ( ) ( ) ( )A3: the third email from company A -------------------------- ( ) Knowing Your BATNA Pays Off
Read the following sentences and fill in each gap using one of the words in the box.
bargaining/ favorable/ contrast/ alternative/ lower/ allows/ unfavorable
Your BATNA (Best Alternative to a Negotiated Agreement) ……… you to determine the point at which you cansay no to an ……….. proposal. It is the ……….. you have identified as your fallback position; it is an option you
can take if unable to reach an agreement in the negotiation. If your BATNA is strong, you can negotiate for more……….. terms. For example, if you’ve been offered a new job but you also have other offers, then you’re in abetter position to negotiate the salary involved. In ……….., a weak or unknown BATNA means you don’t havemuch …………. power. If you haven’t researched the salaries in your field for someone with your knowledge andexperience, or those salaries are simply ……….. than what you are being offered, then you may have no choice
but to accept the salary that is on the table.

Module 5.2 Engaging with the other party during the negotiation
Listening Listen and fill in the blanks.
When starting a negotiation, begin with a ……… and ………. Then, ……… team members. It is important thateveryone at the meeting knows their ………. Then ……… small talk (trip, weather, etc.) – something to ‘break theice’ and to make the meeting a friendly one. After that, suggest it’s time to start the negotiation. Then comes an
opening ………….. Then whichever party that called the meeting begins the negotiation by giving an opening……….. A proposal is a formal offer or suggestion made by one business to another. In a negotiation, each party
needs to ……….to what the other says for the negotiation to proceed. And remember – it’s important to ………
to the opening statements and what the other party is signaling, otherwise the negotiation can quickly go in thewrong direction. Check your understanding of the other party’s proposal and ………. it to clarify andacknowledge it.

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Writing
 Complete the following conversation.
A: I hope you had a p_ _ _ _ _ _t flight.
B: Yes, we did, thanks.
A: _ _ _ is your hotel?
B: It’s an e_ _ _ _ _ _nt hotel.
A: Well, we’d better get d_ _ _ to business. Let me k_ _ _ things off (start the discussion) by saying that we believe
we can offer you a very good deal and come _ _ with a w_ _-_ _ _ result.
B: What’s your p_ _ _ _ _ _l?
A: We’re p_ _ _ _ _ed to offer a very attractive price for a minimum sale, in e_ _ _ _ _ _e for a two-year c_ _ _ _ _ _t.
 Making an opening statement
Read the following and answer the question.
An opening statement would normally be made by the company who requested the meeting, or if one company
acts as hosts for the meeting, the top ranking member of that team should make the opening statement, whichis the most common case. It might be made, however, by each side, or jointly done by two high level executives(one from each side), which might go something like this: “We expect you to come to an agreement because ourcompanies put a high value on doing business together. We know you can do it.”
Let’s focus on the most common case. What do you think an opening statement should include? And suggest
phrases for each of the items included.
 Giving an opening proposal
Read the following aloud.
If you start with good first impressions in a negotiation, it will affect the whole process, from the first proposal to
the final agreement. These opening stages, especially between different cultures, are very important. The
opening proposal should emphasize mutual benefits, be positive and create interest.
 How to handle common rejections to first proposals.
What would you do if they said
1. “Your offer is too expensive.”
2. “We don’t have that kind of budget.”3. “That’s not what we are looking for.”4. “Your offer is not competitive.”
Match the rejections (1 – 4) with the possible way to handle (a – d).
a. Suggest that the payment be deferred to meet the size of the budget.
b. Keep getting information about what they are looking for until you understand their needs and reschedule
your offer accordingly.
c. Before you lower your price, check what price they are looking for.
d. Focusing on strong features of your products , as well as asking what the phrase ‘not being competitive’ means
will be the best things to do.

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Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. the character, feeling, or mood of a place or situation
B. a choice
C. to decide which of a group of things are the most important so that you
can deal with them first
D. a particular form of something that varies from other forms of the samething
E. to continue as planned

1. prioritize
2. proceed
3. atmosphere
4. alternative (n)5. version

Fill in the blanks.
1. The merger is p_ _ _ _ _ _ing according to schedule.
2. You must learn to p_ _ _ _ _ _ize your work.
3. There’s a very relaxed a_ _ _ _ _ _ere in our office.
4. I have no a_ _ _ _ _ _tive but to ask you to leave.
5. They’re producing several v_ _ _ _ _ _s of the TV commercial to see which one works best.

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Vocab Review

Day 48Fill in the blanks.
1. The merger is p_ _ _ _ _ _ing according to schedule.
2. You must learn to p_ _ _ _ _ _ize your work.
3. There’s a very relaxed a_ _ _ _ _ _ere in our office.
4. I have no a_ _ _ _ _ _tive but to ask you to leave.
5. They’re producing several v_ _ _ _ _ _s of the TV commercial to see which one works best.

5 Negotiations

Module 5.3 Bargaining and making concessions

 The following expressions in a negotiation between (A) the owner of a new language school, who wants tobuy 25 all-in-one desktop computers, and (B) the sales manager of a desktop computer maker are in the wrong
order. Write them in the correct sequence so they all make sense.
A: I think that’d be acceptable, if the discount is a good one.
B: As you know, our prices are very competitive. We can let you have it for $2,000 each.
A: No problem. Our engineers will take care of that.
B: How about 5%?
A: Well, we’ll be happy to buy 25 all-in-one desktop computers if you can give us a good price.
B: I’m sorry, we can’t go any lower than 5% unless you pay for the installation.
A: I’m sure you can allow us a discount for bulk purchasing.
B: Okay then, so to confirm: an 8% discount but you pay all the shipping and installation costs.
A: I’m happy enough with that.
B: Well, a discount could be possible if you agree to pay for the shipping costs.
A: 8% would be better.

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 Put the expressions from the above conversation under these headings.
ProposalCounterproposal
Concession
Agreeing
Confirming
Concessions
 Read the following sentences and fill in each gap using one of the words in the box.
little/ separate/ auxiliary/ offer/ compromises/ demand/ valuable
Each side to a negotiation usually …………… by making some concessions to reach agreement. By its very
nature a concession is worth something to the other party. The best win-win concession in a negotiation is tobargain something that costs you ………….. but is …………. to the other party in exchange for something ofequal value to you.
Concessions that are poorly made can serve to further ………. the parties rather than bring them together. How
a concession is made is as important as the value of the concession. The key to success is to make your ……….
precise but leave some room for maneuver in your ………. by using ……….. verbs, such as ‘might’, wisely.
Look at the following example.

I cannot give you a discount on the existing order but I might be able to offer a discount of around 5% if you canincrease your order by 1,000 units.
( tentative offer)( firm & precise demand)
Writing 1
 Make sentences which include concessions based on the cues below. The first is done for you as an example.
1. 5% discount / payment on delivery  We might be able to give you a 5% discount if you agree to payment ondelivery.
2. let you have it for $1,000 / you pay cash
3. free delivery / larger order
4. a pay increase of 5% / 5 new customers
5. deal/ cut your prices by another 3%
6. an additional discount/ a minimum purchase of 200 units per month
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 Put the words in the right order to make sentences that are often used in negotiations.
1. I / 500 units/ offer/ increase/ if/ might be able to/ by/ a/ of/ you/ order / discount/ your/ around 3% / can/
2. I’m / you/ for/ a/ bulk/ sure/ allow/ discount/ purchasing/ can/ us
3. I’m / installation/ than/ for/ sorry/ you/ we/ pay/ go/ the/ any/ 5% / can’t / lower/ unless/Speaking Below are three offers. Reject each one, using the information in the cues. You’ll have three minute preparation
time, after which do the task without reading the text.
Situation 1
We might be able to offer you an additional discount if you agree to a minimum purchase of 200 units per month.
You don’t know how many units you will need every month.
Situation 2
We might be able to give you free delivery with a larger order.
Your company has your own delivery trucks.
Situation 3
We might be able to offer you the position of Recruitment Head with the proposed salary of $45,000 p.a.
The proposed salary is too small, given the amount of time you’ll have to do. Also the call center industry hardly
ever experiences any downtime during the year, which means I’ll be under constant pressure.

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. the activity of buying large quantities of a product, especially to getcheaper prices
B. to accept that you will reduce your demands or change your opinion
in order to reach an agreement with someone
C. time when people are not working
D. the act of putting something in place so that it is ready for use
E. as good as or better than other prices, services, etc.

1. downtime
2. competitive
3. bulk purchasing
4. compromise (v)5. installation

Fill in the blanks.
1. We had a busy weekend so I’m planning to have some d_ _ _ _ _me tomorrow.
2. We can’t put up our prices and still remain c_ _ _ _ _ _tive with similar brands.
3. We encourage b_ _k purchasing.
4. Well, you want $400 and I say $300, so let’s c_ _ _ _ _ _ise at $350.

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Vocab Review

Day 49Fill in the blanks.
1. We had a busy weekend so I’m planning to have some d_ _ _ _ _me tomorrow.
2. We can’t put up our prices and still remain c_ _ _ _ _ _tive with similar brands.
3. We encourage b_ _k purchasing.
4. Well, you want $400 and I say $300, so let’s c_ _ _ _ _ _ise at $350.

5 Negotiations

Module 5.4 Dealing with conflicts

LEAD-IN
A good negotiator’s aim is to reach a win-win situation and a deal. However, conflict may sometimes be an
unavoidable step on the road towards agreement and in some cases it leads to the breakdown of negotiations.
What actions would you take to resolve conflict in a negotiation?
 Match each action (1 – 6) with one of the statements (a – f ).
Possible actions to resolve conflict in a negotiation.
1. Put the problem on hold, discuss other issues and come back later to the problem
2. Focus on the loss to both parties of not being able to reach an agreement.
3. A conditional concession should be offered.
4. Sum up progress and where you have agreed.
5. Stop for a short time to think.
6. Focus on the benefits to both parties.

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a. “I know we seem to have some problems, but let me summarize the areas in which we have made some
progress.”b. “Let me emphasize the benefits of reaching an agreement.”c. “In view of this difficulty, can we come back to the problem of the warranty later? Could we talk about thequestion of delivery?”d. “Do you think we should take a brief break here?”e. “Let’s think about what might happen if we couldn’t reach an agreement.”f. “The issue here is not complicated. We could offer you an additional 3% discount, if you can increase your order
by 5%.”
 More about ‘SWOT’ (See Day 46)
Look at the table below, which shows a SWOT matrix for a small company. Put each of the following points (1 – 4)
into the correct part of the table.
Strengths

Opportunities

Weaknesses

Threats

1. Diversification would increase sales in new markets
2. Loyal customer base
3. Larger competitors may take bigger market share
4. Lack of new products

Module 5.5 Ending the negotiation
Reading / Writing
What would you say in the following situations. Choose words from the box to complete the sentences.
in/ at/ on/ to/ during/ oral/ regret/ summarizing/ satisfactory/ glad/ physically/ efforts/ pity
/ written/ reach/ suggest/ supply
A. In case of the agreement reached.
Situation 1
Your efforts to reach agreement have been successful and for the next step you’ll prepare a written summary of
the oral agreements reached during the negotiation session.
I think we have a very ………… agreement and so, for the next step, we’ll send you a …….. summaryof the ……… agreements reached ……… the negotiation session. We look forward to a successful
partnership.

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Situation 2
After a long negotiation, you have reached agreement and for the next step you’ll send them a lettersummarizing what you’ve agreed to.
It’s been a long meeting, but finally I’m very ………. we’re able to ………. agreement. So the next step is for us tosend you a letter ……… what we’ve agreed …….. It’s been a very useful and productive meeting. We lookforward to a long and fruitful partnership.
B. In case of the agreement not reached.
Situation 3
You haven’t been able to reach an agreement and it is getting late. Before you end the negotiation, give somehope that you might be able to cooperate with the other party somehow in the future.
I’m sorry our ………. to reach agreement have not been successful. It’s been a long meeting, and I ……… westop here. It’s a ……… we couldn’t reach agreement this time. But I hope in the future we might work together…… something.
Situation 4Your customer is asking you to supply goods in a month. But this is physically impossible. Your order books are
full, and the plant is working at full capacity. End the discussion.
I’m very sorry, but it really is ………. impossible. We …….. that our order books are full, and the plant is working…… full capacity. So we cannot ……….. goods …… such a short time. Sorry we can’t help you this time.

Match each definition (A – E) with today’s vocabulary word (1 – 5)
DEFINITIONS
A. to stop a meeting for a period of time or until a later date
B. to emphasize something important
C. a problem or subject of disagreement
D. to start making new products or offering new services
E. an active disagreement

1. issue
2. conflict (n)3. adjourn (v)4. highlight (v)5. diversify

Fill in the blanks.
1. Isn’t the need to hire more staff what’s really at i_ _ _e here?
2. The Government was in c_ _ _ _ _ _t with the unions over pay.
3. They a_ _ _ _ _ _ed the meeting until after lunch.
4. The report h_ _ _ _ _ _ _ts the need for increased funding.

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Vocab Review

Day 50Fill in the blanks.
1. Isn’t the need to hire more staff what’s really at i_ _ _e here?
2. The Government was in c_ _ _ _ _ _t with the unions over pay.
3. They a_ _ _ _ _ _ed the meeting until after lunch.
4. The report h_ _ _ _ _ _ _ts the need for increased funding.

Progress test (testing contents of Day 1 – Day 49)
A. Put the words in the right order to make sentences that are often used in negotiations.
1. I / 500 units/ offer/ increase/ if/ might be able to/ by/ a/ of/ you/ order / discount/ your/ around 3% / can/
2. I’m / you/ for/ a/ bulk/ sure/ allow/ discount/ purchasing/ can/ us
3. I’m / installation/ than/ for/ sorry/ you/ we/ pay/ go/ the/ any/ 5% / can’t / lower/ unless/
4. but/ is/ seating/ now/ not/ Polarization/ in/ only/ in/ the/ the / world/ world/ airline/ occurring/ economy/ also/of
5. Let/ so/ me/ far/ said/ summarize/ I’ve/ briefly/ what
6. Communitarianism/ of/ in/ for/ to/ group/ the/ the/ individuals/ work/ encourages/ consensus/ interests
7. Sorry/ you/ I’m/ I/ you/ at/ to/ but/ getting/ interrupt/ don’t/ afraid/ understand/ are/ what/ quite

B. Complete the sentences with words from the box.
basis/ purpose/ atmosphere/ breaks/ polite/ conduct
Small talk
Making small talk is vital to building connections that increase your business. Small talk is …………. conversation
about things that are not important, often between people who are meeting for the first time. Making small talkgets friendships started and ‘………… the ice’. In spite of seeming to have little useful ………., small talk helps
develop good relationships and a good ……………… and the ability to …………… small talk is a business skill
because it can make doing business easier. It’s nothing difficult. Discussing the weather, for example, with people
who you don’t really know is an example of small talk that many of us are very familiar with on a daily ………….

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C. Complete the sentences with words from the box.
evidence/ end/ introduction/ cram/ consisting/ common/ overrunning/
What to avoid
The most ………. mistake with presentations is trying to ……… in too much information – you either ……. uptalking too fast, or ……….. the time limit.
Start with an ………… that sets out the structure, followed by the main body ……….. of 3 (or 4) main points,
each followed by ………. to support these, and finish with a brief summarizing conclusion.
D. Complete the sentences with words from the box.
turns/ agenda/ enthusiasm/ drone/ allotted/ reasonable/ concerns/ track/ benefit/ hand/ focused/ present/ heard
What Is a Good Meeting?
Bad meetings have tendency to …………….. on and on, and you keep wondering why you are …………there. Ina good meeting, on the other hand, everyone’s ideas are ………….., decisions are made with ……….. speed, andwhat participants do are …………… on concrete results.
Good meetings are full of ………… and provide participants with something that may ……….. them in their
future careers.
A good chairperson is someone who understands the aims of a meeting, helps keep the discussion on ………..,
collaborates with participants to finish the meeting in the time ……………., and follows an …………….
Good participants join the meeting knowing what the business at ……….. is, give thought to ……… over main
issues. They take …………. talking, and help to move decisions forward.
E. Read the text and answer the following questions.
A company resolution is an agreement or decision made at a meeting by the members of a company to carry out
certain changes. If you want to make a proposal for action in such a meeting, you will need to “make a motion”.
Before making your motion, it is necessary for you to obtain the floor, and be recognized by the Chair. Wait until
the floor has been yielded or is otherwise made available. The person making the motion, known as the mover,must first be recognized by the Chair as being entitled to speak; this process is known as obtaining the floor. Oncethe mover has obtained the floor, the mover states the motion, normally prefixed with the phrase “I move.”
Generally, once the motion has been proposed, consideration by the assembly occurs only if anothermember of the body immediately “seconds” the motion. Once the debate has run its course, the members
vote on the resolution. The Chair will ask who is in favor of the motion and count the affirmative votes. The
resolution is passed when the required majority approves the resolution. Then, the Chair will announce the result,
instruct the corresponding officer or member to take action, and introduce the next item of business.
(https://en.wikipedia.org/wiki/Motion_(parliamentary_procedure) This page was last modified on 27 December 2015, at 13:23)

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1. Is a company resolution a contract?
2. What does “make a motion” mean?
3. What does “obtain the floor” mean?
F. Complete the sentences with words from the box.
paraphrase/ greeting/ roles/ introduce/ statement/ proposal/ develop/ welcoming/ respond
Negotiations
Begin with a ……… and ………. in starting a negotiation. After that, ………. team members. Everyone at themeeting should know their …………… Then ……….. small talk (about the trip, the weather, etc.) – small talkabout such topics are called ice-breakers. After that, start the negotiation. An opening ………. comes then.
Then the party that called the meeting starts the negotiation by giving an opening ……….. Each party needs to………… to what the other party is signaling to make sure that the negotiation goes in the right direction. Check
that you understand the other party’s proposal and ………….. it to clarify and acknowledge it.

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