53 Starting a meeting

David is Managing Director of AvocetIndustries, a large international chemical company. He is chairing an important strategy meeting. Listen to him start the meeting and complete the expressions he uses below. 

a Perhaps we can  get started 
b First, _____________you all for coming. 
c I'd _____________ welcome ...  
d The _____________this meeting is 
e You _____________ the agenda that 
OK, everyone? Erm .. Perhaps we can getstarted. We have a lot to get through over thenext couple of days. First, let me thank you allfor coming. I know some of you have travelleda long way. I'd especially like to welcomeJavier and Ian who've come from Spain to behere, and Inessa for interrupting her holiday.As you know, the purpose of this meeting isto come up with some recommendations forturning things around in the light of appallingsales figures for the last quarter. You can seefrom the agenda that we have severaI items tocover. Namely, falling European sales, increasedcompetition in our domestic market ..


get started начинать
get through 1) справиться
interrupt [ˌɪntə'rʌpt] / 1) обрывать, прерывать
come up with придумывать
turn around 1) изменить 2) улучшаться
appal [ə'pɔːl] / ; ; appall ужасать
sales figures данные об объёме продаж
quarter ['kwɔːtə] квартал
agenda [ə'ʤendə] / от agendum ; 1) программа (работы) , план (мероприятий) 2) повестка дня (собрания)
competition [ˌkɔmpə'tɪʃ(ə)n] конкуренция
domestic market 1) внутренний [национальный] рынок

52 Meeting

Listen to this extract from later in the meeting. The item being discussed is a proposal to close the company's operations in France and Germany. What does each person think of the suggestion? Tick your answers.
                         Agree        Disagree       Partly agree

(Javier = Spanish) 

David: So, I'd like to know what everyone thinks about the Board's proposal to pull out of France and Germany? How do you feel about it, Inessa?
Inessa: Well, David, I think it's a bold move and it's probably the way we need to go, so yes, I'm in favour of it.
David: Hmm. Javier, what are your thoughts? Javier: I agree to some extent, but there are considerable costs involved. For example...
Ian: Sorry, can I come in here?
David: Could you let Javier finish, please Ian? Javier, you were saying?
Javier: Yes, thanks. The costs are huge. It will cost over five million just to close our branches there and we can't guarantee the move will succeed. It's risk I'm not completely opposed to it but, er, you know ...
David: Ian, you wanted to say something?
Ian: Yes, Javier I see your point, but, well, basically I'm not very keen on the idea at all. As well as the costs, we need to consider our long term future. We need to expand our European operations, not close them down!
Inessa: Perhaps we should consider just closing down the least profitable of our branches in France and Germany.
Javier: I have no problem with that. What do you think, David?
David: Well, I can see pros and cons each way. It's quite a mixed picture.
Ian: I can't agree to that, I'm afraid. Like Isay, I think we need to stay in France and Germany. That's where our future lies.
David: Right. Does anyone have anything else to add? OK, then. I think I need to pass all your thoughts on to the Board for further review. Clearly, we can't come to a unanimous decision here. Now, shall we move on?


proposal [prə'pəuz(ə)l] / 1) а) предложение 
pull out выйти из какого-л. предприятия, отказаться от участия (в чём-л.) 
feel about думать, оценивать 
bold [bəuld] / 1) отважный, смелый, храбрый 
be in favour of быть за 
to some extent до некоторой степени 
considerable [kən'sɪd(ə)rəbl] значительный 
costs ; затраты, расходы, издержки 
involve [ɪn'vɔlv] включать в себя 
come in (come in on / with) присоединяться, подключаться 
huge [hjuːʤ] / большой 
succeed [sək'siːd] иметь успех 
oppose [ə'pəuz] / 1) а) быть против, возражать 
keen on увлекаться; интересоваться 
expand [ɪk'spænd, ek-] / 1) а) растягиваться, расширяться 
pros and cons [ˌprəǔzən'kɒnz] ; за и против 
lie [laɪ] лежать, находиться 
add [æd] / 1) прибавлять, присоединять; добавлять 
unanimous [juː'nænɪməs] / единогласный, единодушный

51 Make it more exact

 Imagine you take the following five calls.Listen and use one of the expressions below to help overcome each difficulty you come up against. 

a Would you mind spelling that for me? 
b Sorry. Can you run that by me again? 
c Could you speak up, please? 
d I think we have bad connection. I'll call you back. 
e Could you speak a little slower, please?
a I'm sorry, I think I pressed the wrong extension. Can you put me through to...
b Peter called earlier. He's trying to get some figures together and he wants you to see him at five o'clock in his office if possible.
c If Mr Banks calls, then tell him I'm in a meeting will you, and after you've typed up the Vicks report this morning, I'd like you to first arrange a meeting with Mike at Fed Ex for sometime next week, and then book a flight to New York leaving before midday tomorrow.
d Please tell her that Machiko Katsumata called.
e If Mrs Henries calls ... most important.don't agree until .. . meet first ... 10th at the earliest.


press [pres] / I 1. 1) а) жать, нажимать 

extension [ɪk'sten(t)ʃ(ə)n добавочный номер 

get together приводить в порядок 

figure ['fɪgə] цифра 

type [taɪp] печатать 

arrange [ə'reɪnʤ] организовывать 

book [buk] бронировать 

flight [flaɪt] / I 1. 1) а) полёт

50 Difficulty in understanding

Listen to five people speaking on thephone. Why is it difficult to understand each speaker? Match each speaker (a-e) with a reason (1-5). 
1 The speaker has an unfamiliar name.
2 There is too much background noise.
3 The speaker is talking too softly
4 The speaker gives too much information all at once.
5 The line quality is poor.


personnel [ˌpɜːs(ə)'nel] / 1) персонал, кадры 
department [dɪ'pɑːtmənt] / 1) отдел; 
advertise ['ædvətaɪz] / ; = advertize 1) рекламировать 
definitely ['def(ə)nətlɪ] определённо 
delivery [dɪ'lɪv(ə)rɪ] / 1) поставка 
at the latest самое позднее 
mean [miːn] значить 
relocate [ˌriːləu'keɪt] 1) перемещать 
available [ə'veɪləbl] / 1) доступный; имеющийся в распоряжении

b = Kuwaiti; e =Chinese) 
a Hello. I'd like to speak to Mr Watson in thePersonnel Department please about theposition advertised in the local paper. Ifyou...
b My name? Yes of course. It's HashemAghajari. I'm calling about...
c So we definitely need this order by the 6th.
d The thing I want to ... stress is ... that the delivery should be ... made ... on the 20that the latest...
e So that means all five of us need to be there on the fourth by three or at the latest four or else the meeting about ZX34 transitplans in Room 21 will have to relocate to my office on the seventh floor which is available until six ... Got it?

49 Receiving a call

Listen and complete each expression below

1 Hello, Tim _______
2 Can I take _______
3 Hang on. I'll _______ his office for you.
4 No, sorry. The _______
5 Hello ______.Jane Carston.
6 ______to leave a message?
7 I'll just put  ______
8 I'm afraid he's ______


hang on ждать (обычно у телефона) 
try [traɪ] / 1. 1) пытаться, делать попытку; стараться 
engaged [ɪn'geɪʤd, en-] / 1) занятый 
take a message записать сообщение 
call back позвонить ещё раз, позже 
put through 1 соединять (по телефону) 
leave a message оставить сообщение

Conversation 1 (Tim= Canadian) 
Tim: Hello, Tim speaking. 
Judy: Hi, Tim. It's Judy. Is Mike there? 
Tim: Hang on. I'll try his office for you .... No,sorry. The line's engaged. 
Judy: Oh, right. 
Tim: Can I take a message? 
Judy: No, it's OK. I'l l call back later.

Conversation 2 (Hugo= Spanish) 

Jane: Hello. This is Jane Garston. 
Hugo: Hello. I'd like to speak to Brian Cardew,please. 
Jane: I'll just put you through . I'm afraid he's on another call right now. 
Hugo: Oh, well, um . 
Jane: Would you like to leave a message?
Hugo: No, that's fine. I'll send him an email. 
Jane: OK. Thanks for calling.

Making a call

Listen to two conversations.Answer the questions

Conversation 1 
a What company is Norman Silvers from?
Why can't he speak to Mr Fredericks?
d What message does he leave?
Conversation 2
e What department does Charlie call?
f Why does he ask to speak to Sharon?
g Why isn't Sharon available?
h What message does he leave?


investment [ɪn'vestmənt] / 1) инвестирование 
be available присутствовать 
accounts бухгалтерия 
check [ʧek] / 1. 1) = check out / up проверять, сверять 
sales report отчет о продажах, торговый отчет 
be out выйти ненадолго 
get in вернуться (домой

Conversation 1 
A: Hello, Smart Finance Limited. 
B: Hello. This is Norman Silvers from Highgate Investments. Would it be possible to speakto Mr Fredericks, please? 
A: I'm afraid he's in meetings all morning. 
B: I see. Will he be available this afternoon? 
A: Yes. He should be free after lunch. 
B: Could you ask him to call me? It's very important. 
A: Certainly. Norman Silvers, wasn't it? 
B: Yes, from Highgate Investments. He has my contact details. 
A: Very good. I'll make sure he gets the message. 
B: Thanks very much. Goodbye.
Conversation 2 
A: Hello, Accounts. 
B: Hi, it's Charlie. I need to check some figures from the sales report. Is Sharon there? 
A: Nope. She's out of the office at the moment. 
B: Do you know when she'll be back? 
A: No, I'm afraid not. 
B: Well, when she gets in can you say I called? 
A: Sure. No problem. 
B: Thanks a lot. Bye.

47 Problems in the office

Listen to Pilar andMartin deal with a routineproblem at the office.Answer the questions. 

a What's the problem?
b What do they do?
c What was the ca useof the problem?


give a hand помочь 

keep pressing родолжать нажимать 

flash [flæʃ] вспыхивать 

stick [stɪk]; и stuck застрять 

be worth стоить (сделать что-либо) 

pull [pul] / 1. 1) а) тянуть, тащить 

lever ['liːvə] / 1. 1) а) рычаг 

sort (out) [sɔːt] исправлять

(Pilar = Brazilian; Martin= American) 

Martin: Pilar. There's something wrong with this photocopier. I keep pressing the button but it won't do anything. 

Pilar: Oh dear. Do you want me to give you a hand, Martin? 

Martin: Thanks. Have you any idea what this symbol means? The one flashing here. 

Pilar: Maybe it means there is some paper stuck inside. It might be worth opening it and having a look. 

Martin: How do I do that? 

Pilar: You could try pulling that lever there.That's the one. 

Martin: Oh yes. You're right. There is somepaper stuck in here. Thanks a lot. I think that's sorted it now.

46 Handling customer complaints

Listen to conversations and complete the sentences below. 

Conversation 1
a I'm very sorry for_____________________
b I'm afraid we've been________________
c Please give me a moment and________
d I'll get onto it_________________________ 
Conversation 2
e I do apologize for ____________________________
а I know, but unfortunately we've been having_____
g Could you bear with me__________________________
h I'l l sort it out _____________________________________

receive [rɪ'siːv] / 1) а) получить 
order ['ɔːdə] заказывать 
Oh dear Боже мой 
urgent ['ɜːʤ(ə)nt] / 1) срочный, неотложный 
recently ['riːs(ə)ntlɪ] / недавно; на днях, в последнее время 
process I ['prəuses] перерабатыватьget into заняться
account [ə'kaunt] / 1. 1) счёт 
fit [fɪt] подходить 
mix-up ['mɪksʌp] ; 1) неразбериха, путаница 
sort out 1) решать (проблему 
instead [ɪn'sted] / вместо 
right away сразу, тотчас же; немедленно 
delivery [dɪ'lɪv(ə)rɪ] / 1) поставка, доставка 
make up for компенсировать

Conversation l (B = French)

Conversation l (B = French) 

A: Hello, Life and Times Book Club. Angelaspeaking. How may I help you? 

B: Hello, yes. I still haven't received the book Iordered two weeks ago, I'm afraid. 

A: Oh dear. I'm very sorry for the delay. 

B: The thing is, I need it urgently. 

A: I'm afraid we've been very busy recentlyand . .. 

B: Can you tell me when will I get it? 

A: Please give me a moment and I'll check.What's your order number? 

B: It's, er ... GHY723.

A: Right. You ordered Stress Management .£ 14.99.B: That's right. 

A: I can see what's happened. We receivedyour order on the ... 23rd, but it hasn't beenprocessed yet. I'll get onto it immediately. 

B: You mean you haven't sent it yet? 

A: No. Like I say, the order hasn't beenprocessed.B: But you will send it today, won't you? 

A: I can't guarantee it. It's already after three,you see. 

B: Is that the best you can do?A: I'm afraid so. Is there anything else? 

B: No, that's all. Thank you.A: Bye.

Conversation 2 (B = Indian

A: Hello. Home and Office Supplies. Can I helpyou? 

B: Yes, it's Thomson Electronics here. We havean account with you. 

A: Oh yes. How can I help? 

B: We've just had some printer cartridgesdelivered but they're the wrong ones. Theydon't fit. 

A: Oh dear. I do apologize for the mix-up. 

B: I don't know how you could've got it wrong.We order from you all the time. 

A: I know, but unfortunately we've beenhaving computer problems. 

B: Well, how can we sort this out? 

A: Could you bear with me a moment, please?... Ah yes, I have the order here. You want25 HP356 printer cartridges. Is that correct? 

B: Yes, that's right. But you've sent us 25HP56 cartridges instead. 

A: I see. I'll sort it out right away and we'll postthe order special delivery. 

B: Thanks. 

A: I'll put a £30 credit on your account tomake up for the inconvenience, as well. Isthat al l right? 

B: Oh, that's very nice. Thanks. 

A: Not at all. It was our mistake. Can I help youwith anything else? 

B: No thanks. That's it. Bye. 

A: Goodbye.

45 Good Job

Listen to Kim talking about her friend's job. Underline the answers she gives. 

What's  her name?
What does she do?
Who cloes she work for?
What time does she start work?
How much does she earn?
What cloes she love about her job?


exercise ['eksəsaɪz] упражнение,тренировка 
self-employed [ˌselfɪm'plɔɪd] 1.самозанятый 
earn [ɜːn] / 1) зарабатывать 
reasonably ['riːz(ə)nəblɪ] / 1) разумно,здраво 2) умеренно 3) довольно 
salary ['sæl(ə)rɪ] / жалованье, заработнаяплата 
charge [ ɑː] назначать, запрашиватьцену 
number ['nʌmbə] / 1. 1) число; сумма,цифра 2) (numbers) ; арифметика 3)количество  
My friend Hannah has the best job in the world - she's a personal trainer. She has about ten clients, and she writes an exercise programme for each person.She doesn't work for anybody - she's self-employed. She starts work very early every day because some of her clients like to do exercise before they go to work. I think she starts her first client at seven o'clock in the morning. I think it's a great job, because Hannah loves sport and so she gets money for doing what she loves. She earns a reasonably good salary. I think she charges £35 an hour, so her salary depends on the number of hours she works. She loves her job because she helps people to get fit and healthy. I'd love to do her job, because she doesn't have to work in an office all day and she doesn't have to go to the gym in her free time either. She's her own boss so she can go on holiday when she wants, and she always looks fantastic in a swimming costume.

44 Management

Listen to four people talk about their jobs. Which department do you think each person works in? 

a Finance 
b Sales and Marketing 
c Human Resources 
d Public Relations 
e Research and Development 
f Customer Services
Michiko___ Carl___ Youssry___ Heidi___

in charge of ответственный за 
within [wɪ'ðɪn] внутри 
community [kə'mjuːnətɪ] / 1. 1) а) община; местное сообщество, население; вместе живущие людиresponsibility [rɪˌspɔn(t)sə'bɪlətɪ] / 1) а) ответственность 
raise [reɪz] / 1. 1) поднимать 
profile ['prəufaɪl] / 1. 1) профиль 
make sure 1) убедиться 
involve [ɪn'vɔlv] включать в себя, содержать 
tough [tʌf] / 1. 1) а) жёсткий 
expenditure [ɪk'spendɪʧə, ek-] / 1) а) расходование, трата денег 
concern with касаться 
allocation [ˌælə'keɪʃ(ə)n] / 1) назначение; распределение (средств, ресурсов) 
hiring наем 
firing ['faɪərɪŋ] увольнение 
welfare ['welfeə] / 1) благоденствие, благополучие, благосостояние 
staff [stɑːf] / I 1. ; 1) штат служащих 
manage ['mænɪʤ] / 1) руководить 
take forward продвигать 
research [rɪ'sɜːʧ] / 1. 1) (научное) исследование 
trial ['traɪəl] / 1. 1) испытание


(Michiko = Japanese; Carl =American;Youssry = Kuwaiti; Heidi = German)
I'm in charge of promoting the company, both within the industry and in the wider community. My main responsibility is to raise our profile and to make sure the image we project is a positive one.
Well, my job involves taking tough decisions about our expenditure and any investments we may make. I'm mainly concerned with budget allocation and resource management.
I'm interested in people. I'm responsible for hiring and firing, of course, but also for the welfare and professional development of all the staff here.
I manage a team of ten people, and together we work to design new technologies that the company can take forward to production. My job involves a great deal of research and study, and also a lot of practical testing and trials.

43 Meeting friends

 Listen to three conversations between friends. Are the following statements true or false?

a) Cathy meets her friends by chance.
b) The friends are all in a hurry.
c) Cathy makes plans to meet her friends again.


What have you been up tolately? чем занимался впоследнее время? 
this and that всякая всячина 
dash [dæʃ] / I 1. 1) бросаться, мчаться,нестись 
Sorry, I have to / must dash(off) now. — Извини, мнепора 
stranger ['streɪn ə] / 1)незнакомец 
What are you up to thesedays? Чем ты занимаешься в последнеевремя? 
keep busy не сидеть сложаруки 
come over 1) = come by заезжать, заходить(ненадолго) 
Why don't you come overto our place one evening? —Почему бы тебе не заглянуть к нам как-нибудь вечером? 
takе it easy отдыхатьThe doctor told me to takeit easy for a few weeks.


Cathy: Hey! How's it going?
Harry: Not bad. What have you been up to lately?
Cathy: What have you been up to lately?
Harry:  I haven't done a lot really./ Not a lot, really. What about you? 
Cathy: Oh, I've been doing this and that./ Oh, this and that. 
Harry: Look, I must dash - I'll give you a call.
Cathy: Hello, stranger!
Jim: Cathy! How's life?
Cathy: Great! What are you up to these days?
Jim: Oh, keeping busy, you know. / Oh, I'm keeping busy, you know.
Cathy: You must come over for dinner some time.
Jim: That would be lovely. Better get back to the office. See you.
Cathy:  Hi. How are things?
Ed: Fine. What about you?
Cathy: Oh, things are pretty good. /Oh, pretty good. Are you doing anything special at the weekend?
Ed: No, just taking it easy. / No, I'mjust taking it easy.
Cathy: Me too.
Ed: Look, I'm afraid I can't stop. Take care.

42 Management


Listen as Colin describes the managementorganization of his company. Complete the chart.


HQ Headquarters Штаб 

head [hed] возглавлять 

chairman ['ʧeəmən] председатель 

CEO ['siːiːəu] ; от Chief Executive Officer 1) (главный) исполнительный директор 

in charge of ответственный за 

division [dɪ'vɪʒ(ə)n] подразделение 

human resources HR , персонал 

CUSTOMER SERVICE обслуживание покупателей 

product management , управление производством товара 

R and D reasearch and developement исследования и разработки 

(Speaker= Australian) 
Our company structure here at HQ is fairlytraditional. We are headed by the companyChairman, and under him are the Presidentand the CEO. The CEO is in charge of three'divisions; Strategy and Planning, HumanResources and Customer Services. ThePresident has control of four divisions.Operations, which is made up of the ProductManagement and R and D departments;Technical Services which includes the QualityControl and Technical Support departments... the Business Development division, whichincludes Sales and Marketing, and finally thereis my division, Finance, which stands by itself.

41 Your Office

Colin Vickerstaff is a company director. He is speaking to a group of new graduate trainees. Listen and complete the company profile 


leading ['liːdɪŋ] / 1. 1) ведущий 

hi-tech высокотехнологичный 

foresee [fɔː'siː] / ; foresaw , foreseen предвидеть 

found [faund] основывать, учреждать; создавать 

successfully [sək'sesf(ə)lɪ, -fulɪ] / успешно 

pound [paund] / I 1) lb а) фунт 

provide [prə'vaɪd] / 1) а) (provide with) снабжать; доставлять; обеспечивать (кого-л. / что-л.) 

microchip ['maɪkrə(u)ʧɪp] 1. 1) микрочип 

manufacturer [ˌmænjə'fækʧ(ə)rəˌ ˌmænju'fækʧ(ə)rə] / 1) изготовитель, производитель 

turnover ['tɜːnˌəuvə] товарооборот 

in excess выше 

total ['təut(ə)l] / 1. 1) весь, целый; общий, совокупный, суммарный 

workforce ['wɜːkfɔːs] рабочая сила 

aim [eɪm] / 1. 1) намереваться 

share [ʃeə] / I 1. 1) доля 

(Speaker= Australian) 
First I'd like to welcome all of you to AGMIndustries. As you know, we're fast becoming oneof the leading hi-tech companies in the world.Nobody could have foreseen back in 1989when the company was founded that we wouldgrow so quickly, and so successfully. Today fromour home here in Cambridge, AGM Industriescontrols a multi-million pound business, providingmicrochip technology to computer manufacturersall around the world. Last year our turnoverwas in excess of £250 million. We have a totalworkforce of over 1100 people worldwide, andwith your help we aim to grow our 150 per cent share of the market and become even stronger.

40 Specifying your requirements

 Peter works for a shipping companyin Dubai. Listen to him speak to his boss,Viktor and answer the questions.

a What project is Peter working on at the moment?
b Why does he say he needs some help?
c What help does he ask for?
dHow does he justify this request?
eWhen is the deadline?
fWhat help does Viktor agree to provide?


in the middle of something важное дело
Come in входи 
I could do with a hand Я бы не отказалась от помощи. 
 I'm on top of everything Я держу все под контролем 
only just   только что 
take on брать (работу) ; браться (за дело) 
on time вовремя (точно в назначенное время) 
spare [speə] уделять (что-л. кому-л.) 
fall behind отставать, не успевать 
deadline ['dedlaɪn] 1) срок окончания какой-л. работы, завершения проекта, конечный срок 
write up заканчивать, дописывать, доводить до сегодняшнего дня (отчёт, дневник) 
help out помочь в затруднении, выручить 
couple ['kʌpl] / 1. 1) пара
(Viktor = Russian) 
Peter: Oh, sorry Viktor. Are you in the middle of something? 
Viktor: No, that's OK, Peter. Come in. 
Peter: It's the London project. I could really do with a hand.
Viktor: Really? I thought you were on top ofeverything. 
Peter: Only just. It's a lot more work than I thought when I took it on. 
Viktor: Hmm.Peter: If I had some help, I would be able to finish on time. 
Viktor: Well, I don't think we can spare anyone. Everyone's busy on other projects. 
Peter: I'm in danger of falling behind. I may not finish on time if I don't get any help. 
Viktor: When is the deadline? 
Peter: A week on Friday. It would help a lot ifsomeone could write up the report. 
Viktor: Hmm. Well, OK. I'll see if I can get anyone to help you out for a couple of days. 
Peter: That's great. Thanks a lot.

39 Understanding detailed requirements

 Mark is the sales manager at The Meller Centre. Listen as he takes a call from a client asking about organizing a conference there. Answer the questions.

a What event does the client want to hold?

b How many days will it last?

cHas the client used The M0ller Centre before?

d Which of these items are provided at no extra charge?

a whiteboard                               a flip chart    

delegate pads/pencils                 water

newspapers                                wireless Intern et access


annual ['ænjuəl] / 1. ежегодный 
sales [seɪlz] торговый 
come up приближаться 
booking sheet протокол, ведомость о регистрации 
fire away начинай; давай 
 inclusive [ɪn'kluːsɪv] / 1) включающий 
senior ['siːnɪə] / 1. 1) а) Snr, Sr. старший 
Got that? Понятно? 
 single ['sɪŋgl] / 1. 1) один 
I guess Наверное[ думаю] 
double ['dʌbl] / 1. 1) двойной 
grateful ['greɪtf(ə)l, -ful] / 1) а) благодарный 
extra ['ekstrə] / 1. 1) добавочный, дополнительный 
as well так же 
wheelchair ['(h)wiːlʧeə] а) инвалидная коляска 
ground floor ['graundˌflɔː] 1)
first floor нижний, цокольный этаж; первый этаж 
rather than а не 
shower I ['ʃəuə] душ 
bath [bɑːθ] 1. 1) ванна 
appreciate [ə'priːʃɪeɪt] быть признательным, благодарным 
training room тренинг-зал 
hold [həuld] вмещать 
seat [siːt] вмещать 
full board [ˌful'bɔːd] полный пансион 
assume [ə's(j)uːm] допускать, предполагать 
refreshment [rɪ'freʃmənt] / 1) восстановление сил; отдых 
make a note делать заметки 
data ['deɪtə] данные, факты, сведения; информация 
Mark: Hello, The Meller Centre. Marks peaking. How can I help you?
Client: Hello, Mark. It's Natasha Peters herefrom ARG in London.
Mark: Oh hello, Natasha. How are you?
Client: Oh, I'm fine, thanks. Busy as always. We've got our annual sales conference coming up again and I just need to check a few things.
Mark: OK, well let me just get my booking sheet and ... OK, fire away! Dates first, yes?
Client: Yes. It'll be from the 5th to the 9th ofJuly, inclusive.
Mark: So that's five nights. Yes, we can do that.
Client: Great. There'll be 34 this time. That's 19 men and 15 women, plus myself as organizerof course ... oh and two senior HR peopleas well.
Mark: OK .. got that. All in single rooms?
Client: Yes ... er no. Actually, Sally and James just got married, so I guess they'd want adouble. And I'd be grateful if you could give me a double room too please, if possible.
Mark: I'm sure we can do that for you. A bit of extra space is always welcome, isn't it? The HR people might prefer a double each as well.
Client: Oh, yes. Good idea. And one delegateis in a wheelchair, Mr Jackson. He'll need aroom on the ground floor.
Mark: Fine. You remember most of ourstandard single rooms have showers ratherthan baths?
Client: Yes, but I'd appreciate it if you could give us as many rooms with baths as you can.
Mark: OK. I'll see what we can do. What about training rooms?
Client: This year we need one large training room for us all and then three smaller rooms each holding around a dozen people. Is that possible?
Mark: Hmm ... let me see for those dates .Yes, I can give you the Shelley Room in the Study Centre, that seats fifty so you'll all befine in there, and Meeting Rooms C, E and F. They can manage a maximum of fifteen each.
Client: That sounds perfect.
Mark: It's full-board again, I assume, so breakfast, lunch and dinner each day?
Client: Yes, that's right. Can we have therefreshment breaks at 10.30 and 3.30, please?
Mark: OK, I'll make a note of that.
Client: We need computer data projectors and screens in all the rooms of course. 

38 Asking about attractions

 Mark is speaking to a travel agent about his next holiday. Listen and complete each question he asks.

Now listen to the travel agent's answers. Match each answer (1-10) with the correct question {a-j).

1________ 2________ 3 ________ 4 ________ 5 ________

6________ 7 ________ 8________ 9________ 10________

rate [reɪt] / I 1. 1) норма; размер; уровень; величина 
reasonable ['riːz(ə)nəbl] разумный 
by the way кстати, между прочим 
definitely ['def(ə)nətlɪ] определённо, точно, явно 
amazing [ə'meɪzɪŋ] / изумительный 
old-fashioned [ˌəuld'fæʃ(ə)nd] / 1) старомодный 
architecture ['ɑːkɪtekʧə] / 1) архитектура 
cable car ['keɪblˌkɑː] вагон канатной дороги, фуникулёра 
cosmopolitan [ˌkɔzmə'pɔlɪt(ə)n] / 1. 1) космополит 
bay [beɪ] / I 1) бухта, заливloads много 
miss [mɪs] пропуститьwharf [(h)wɔːf] / пристань; причал 
sea lion морской котик
pier [pɪə] / 1) мол; волнолом; дамба 
worth [wɜːθ] / I 1. 1) ценность, значение 
connect [kə'nekt] / 1) = connect up соединять; 
subway system подземная железная дорога, метро 
coach [kəuʧ] туравтобус 
hardly ever едва ли когда-нибудь; почти никогда 
sunbathe ['sʌnbeɪθ] загорать 
mild [maɪld] / 1) мягкийferry ['ferɪ] / 1. 1) перевоз, переправа Syn: crossing , passage 2) паром
1Well, the hotels aren't cheap, but if you don'tstay in the centre then you can get a goodhotel at very reasonable rates, and you caneat out quite cheaply if you know the rightplaces to go. The food is fantastic by the way.
2 The Golden Gate Bridge, for sure. You shoulddefinitely walk across it. It's amazing!
3 Er, the old-fashioned Victorian architecture,I guess, and the cable cars, of course. Thefood is very varied and cosmopolitan, andthe views, too, I guess, over the bay area.
4 Loads. There's the bay area, you mustn'tmiss that. There are lots of parks, greatshopping at Union Square. You shoulddefinitely go to Fisherman's Wharf, and thesea lions at Pier 39 are well worth a visit.You mustn't miss Chinatown, either. It'sthe biggest outside China with some greatmarkets. You have to stay there at least fivedays if you want to see everything.
5 Sure. There are three airports and they' re allwell connected. You can take the subwaysystem or coach, bus, train. No problem.
6 Yeah. You have to take a day trip to Alcatraz.It's quite expensive, but it's well worthvisiting.
7 Well, it's on the coast but it's not really thatkind of city. It's hardly ever hot enough tosunbathe or go swimming.
8 Anytime is good, but the warmest days areSeptember and October. It's generally quitemild, so you'll need a coat whenever you go.
9 You should definitely walk, and take a cablecar. It's the best way to see the city. Parking'sa problem, and anyway you don't really needa car. There are lots of ferries and buses, too.
10 Pretty good. It's not famous for it, though, soyou really ought to check what kind of placeyou want to go to. There are a few good livemusic bars, I guess.

37 Showing someone around


 Listen to Sarah show her friend Paularound her home town. What do you think each of these places is?

Ronelles _________________

Crosswell Hill _____________

Old KellerThe _____________ 

Typewriter  ________________

Figo's ____________________

Script and vocabulary: download

36 Coping in emergency

 Listen and match each emergency (a-d) with a picture (1-4).

Now listen to each person explain what they did. Write the name of each person.

Script and vocabulary: download

35 What's the problem?

 Listen to the conversation (a-c) that follows eachsound. Check that you correctly identified each problem.

Listen again. What does each person decide to do?

a _________________________________
b _________________________________
c _________________________________

Script and vocabulary: download


34 Describing symptoms


Listen to two patients, Anne and Brian, describe their  symptoms to the doctor.

What do you think could be the matter with each person? Listen to the doctor's diagnosis and complete his notes.

Anne Bertrand

Problem: _______________________________________________

Treatment: ____________________________________________

Return visit Yes/No (If yes, when)__________________

Brian Kingston 

Problem: _______________________________________________ 

Treatment: ____________________________________________ 

Return visit Yes/No (If yes, when)__________________



Well, I think you're suffering from depression.I'm going to give you a prescription for some Nitropan tablets. They're anti-depressants. Here you are. The tablets I'm giving you are 1000 mg.They're quite strong, so just take one tablet in the morning and another at night. There's enough here for eight weeks, but come back and see me in a month, so we can see how you' re getting on.


I'm afraid you have a mild case of the flu. This is a prescription for some medicine called Cordosole 5 that should sort it out. I want you to take two tablets three times a day, before meals. It should get better in a few days. OK?

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