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ANNEX NÚM

Net Languages

English for Work course – Premium

Tutors’ manual

1. Introduction3

2. Assessment4

3. Module outlines5

English for Work – Lower Intermediate (B1)5

English for Work – Upper Intermediate (B2)8

4. Module-by-module guide for tutors11

Applying for a Job (Lower Intermediate)11

Banking and Finance (Lower Intermediate)14

Dealing with the Public (Lower Intermediate)17

Meetings (Lower Intermediate)21

Negotiating and Selling (Lower Intermediate)24

Presenting Your Work (Lower Intermediate)28

Telephoning (Lower Intermediate)32

Travelling (Lower Intermediate)35

Writing (Lower Intermediate)39

Applying for a Job (Upper Intermediate)43

Banking and Finance (Upper Intermediate)47

Dealing with the Public (Upper Intermediate)50

Making Presentations (Upper Intermediate)54

Meetings (Upper Intermediate)58

Negotiating and Selling (Upper Intermediate)61

Telephoning (Upper Intermediate)64

Travelling (Upper Intermediate)67

Writing (Upper Intermediate)71

Appendix: Different students see different test questions75

1. Introduction

Welcome to the new English for Work tutors’ manual for the Premium version of the English for Work modules.

Students can have access from between one and nine modules at Lower Intermediate (B1) or Upper Intermediate (B2).

Each module is divided into six sections, a final test and a feedback section. Each section has a different title depending on the objective of the section. In the Premium version, tutorials have been included in some of the sections. The number and type of tutorials depends on the objective of the module; for example, in the Writing modules there are six writing tutorials and no speaking tutorials. However, in the Telephoning modules there are three speaking tutorials and no writing tutorials. In other modules there is a combination of both types of tutorials.

The total time tutors should spend on conducting and marking tutorials per module is 1 hour 30 minutes. This corresponds to 15 minutes on each writing tutorial and 30 minutes on each speaking tutorial (20-minute conversation).

In addition to the tutorials the students will find a 10-item test at the end of each section (a total of six tests of this type). There is also a longer, more complete test at the end of the module (Final test).

Note : See Appendix: Different students see different test questions.

2. Assessment

Assessment of a student’s progress on the English for Work – Premium modules is as follows:

Module tests and tutorials

Marks

Section 1 test

10

Section 2 test

10

Section 3 test

10

Section 4 test

10

Section 5 test

10

Section 6 test

10

Final test

40

Tutorials

60 (10 marks for each writing tutorial and 20 marks for each speaking tutorial)

Total

160

Students need to score at least 60% (96/160) to pass the module.

Marks should be awarded in the tutorials based on the students’ ability to communicate effectively at level B1 or B2 to complete the objectives of the tutorial. Remember that 6 out of 10 is a pass for the writing tutorials and 12 out of 20 is a pass for the speaking tutorials.

Written feedback and a mark both on the writing tutorials and on the speaking tutorials should be sent to the student by mail on the platform. The mark should also be inputted to the platform so that the marks display correctly for students and course administrators.

Net Languages S.L. - C.I.F. B61615142 – Insc. R.M. B. T. 30575 F. 0113

Trafalgar 14, 08010 Barcelona – Tel. (+34) 932 687 146 – Fax (+34) 932 680 239

www.netlanguages.com – [email protected]

3. Module outlines

English for Work – Lower Intermediate (B1)

Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Applying for a Job

Describing jobs

● Study "jobs" vocabulary

● Study language describing responsibilities and requirements

A CV and cover letter

● Study useful language

● Practise writing an email cover letter

Arranging an interview

● Study language used to arrange an interview

● Practise having a job training interview

Preparing for an interview

● Practise describing recent past and experiences

● Prepare answers to interview questions

During the interview

● Watch a video of a job interview

● Practise effective ways of answering interview questions

Job advertisements

● Read different job advertisements

● Practise language describing positions and job requirements

Banking and Finance

In a bank

● Watch a video of a bank transaction

● Practise useful language for dealing with customers

The history of inflation

● Read an article about the history of inflation

● Practise describing changes

Phoning a customer

● Listen to a phone conversation with a customer

● Practise making a phone call to a customer

Euro accounts

● Read an article about euro accounts

● Study vocabulary of banking transactions

Changing currency

● Listen to a conversation in a bank

● Practise numbers and currency words

Banking in shops

● Read an article about banking in supermarkets

● Practise expressing ability

Dealing with the Public

Welcoming and introductions

● Watch videos of different situations

● Practise greetings, introductions, and asking for and giving help

Giving information

● Practise talking about dates, prices and conditions

● Study useful expressions to describe features of a course

Explaining rules and describing problems

● Practise explaining rules and describing problems

● Study language of obligation, prohibition and permission

Planning and arranging

● Practise talking about times, arrangements and schedules and responding to questions

● Study language describing precautions, purpose and reasons

Explaining where to go and what to do

● Study language to describe bureaucratic procedure

● Practise explaining where to go and what to do

Giving instructions

● Practise expressing intention, possibility and necessity

● Study vocabulary associated with computers and technology


Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Meetings

Arranging a meeting

● Practise arranging a meeting

● Watch a video of people having a meeting

Progress report and action points

● Study "meetings" vocabulary

● Practise reporting progress and listing action points

Stages of a meeting

● Listen to different stages of a meeting

● Practise language for staging a meeting

Speculating and planning

● Practise language used to speculate

● Practise making plans and describing what you have done

Referring to time

● Read an email

● Practise different ways of referring to time

A business trip

● Practise describing a business trip

● Practise reporting what happened in a meeting

Negotiating and Selling

Words that sell

● Study advertising vocabulary

● Practise using words and expressions that sell

Sales talk

● Listen to sales talk in an advertisement

● Practise a sales phone call

Comparing products and services

● Practise the language of making comparisons

● Study adverbs, adjectives and making predictions

A sales conversation and small talk

● Watch a video of a sales presentation

● Practise making small talk

Advertising texts

● Read different advertisements

● Study persuasive language and the structure of a persuasive text

Salespeople and company organisation

● Learn to talk about people and responsibilities

● Practise describing the structure of a company or an organisation

Presenting Your Work

Company types

● Practise describing companies

● Watch a video of someone presenting their organisation

A company description

● Read a detailed description of a company

● Study questions asking about what a company does

A tour of your workplace

● Study vocabulary of places in a company building

● Listen to a guided tour of a workplace

Commercial activities

● Practise vocabulary describing organisations

● Practise describing commercial activities

Professional or company history

● Practise describing your work or professional history

● Study language describing the past and present

Presenting your work

● Study different company descriptions

● Practise writing about your company or organisation

Telephoning

Phone basics

● Listen to different calls

● Practise vocabulary and numbers

Phone calls

● Study useful phone language

● Watch videos of different phone calls

Taking messages and orders

● Listen to different phone calls

● Practise taking messages and orders over the phone

Making and receiving calls

● Practise useful phone expressions

● Practise pronunciation and spelling words over the phone

Making decisions

● Listen to different calls

● Study language of making decisions

Getting out of trouble

● Practise ways of dealing with calls that are difficult to understand

● Study phrasal verbs and prepositions


Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Travelling

Meeting people

● Practise travel vocabulary

● Practise introductions when on a business trip

Organising a trip

● Practise reading and writing emails

● Study language used to organise a business trip

To and from the airport

● Study more travel vocabulary

● Practise asking for and understanding directions

Travel questions

● Practise asking for travel information

● Study questions to use in social situations

Social conversation

● Practise making social conversation when travelling on business

● Study questions and reactions

Travel conversations

● Listen to different travel conversations

● Practise useful travel language

Writing

Text types

● Learn vocabulary of text types

● Practise short messages and abbreviations

Taking messages

● Listen to different messages

● Practise writing a message

Formal vs. informal writing

● Compare different writing styles

● Practise formal and informal writing

Email update

● Study ways of introducing and connecting ideas in an email or a letter

● Review verb forms

Reporting back

● Watch a video of a conversation

● Practise reporting a conversation

Profile writing

● Read a social network profile

● Practise writing a profile

English for Work – Upper Intermediate (B2)

Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Applying for a Job

Job application tips

● Learn work and career vocabulary

● Read tips on applying for a job

Job types and describing your background

● Learn vocabulary used in job descriptions

● Practise describing your background

Writing a résumé cover letter

● Study useful language

● Practise organising and writing a résumé cover letter

Interview questions and answers

● Read interview tips

● Study answers to interview questions and practise pronunciation

During and after the interview

● Practise questions to ask during an interview

● Read tips on what to do after an interview

Job advertisements and descriptions

● Read different job advertisements

● Practise describing positions, requirements and responsibilities

Banking and Finance

Banking tasks

● Learn useful and technical banking vocabulary

● Study expressions with get

Customer services

● Practise language used when contacting a customer

● Practise being assertive but polite

Dealing with a credit card emergency

● Read a travel forum about credit card issues

● Practise apologising and responding to an urgent call

Banking channels

● Read about different banking channels and mobile banking

● Study -ing forms and sentences with not only

Home loans

● Study language associated with home loans

● Practise language used to express obligation and lack of obligation

Muslim banking in Britain

● Study vocabulary of banking conventions

● Read an article about Muslim banking in Britain

Dealing with the Public

Welcoming and introductions

● Practise describing different work positions and responsibilities

● Practise language of welcoming and introducing

Giving instructions

● Study language describing bureaucratic procedures

● Practise explaining where to go and what to do

Giving information

● Practise giving information and explaining requirements

● Study language of necessity

Dealing with requests

● Practise giving directions

● Study language of requests, suggestions and dealing with complaints

Problem solving

● Practise language used when solving problems

● Practise language of making offers, apologising and expressing sympathy

Describing options

● Practise presenting different options

● Study language related to higher education

Making Presentations

Staging a presentation

● Learn useful words and expressions used to structure a presentation

● Watch a video of a presentation

Presenting a tourist activity

● Study an example presentation

● Practise more useful phrases to use at different stages of a presentation

Giving information and using visual aids

● Study language to describe tendencies and changes

● Practise using visual aids

Structuring a presentation

● Practise word stress and rhetorical questions

● Study how to make a presentation more effective

Presenting your company or organisation

● Practise persuasive language

● Practise writing a Web site text describing a company

Presenting a service

● Practise formal and descriptive language for written presentations

● Study language for describing a service


Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Meetings

Meeting basics

● Learn useful meeting vocabulary

● Study phrasal verbs associated with meetings

Stages of a meeting

● Listen to different parts of a meeting

● Study language used at different stages of a meeting

Colloquial language of meetings

● Study idioms and more phrasal verbs

● Practise being tactful in emails

Different meeting types

● Study language from different types of meetings

● Practise starting a meeting

Small talk and structuring a meeting

● Practise different ways of making small talk

● Study language used to open and close meetings

Asking questions

● Read a report of a meeting

● Study different question forms

Negotiating and Selling

Formal and informal contexts

● Listen to different types of negotiations

● Practise language used in formal and informal negotiations

Introductions and setting the agenda

● Listen to different stages of a negotiation

● Practise language used in introductions and setting the agenda

Movement, concessions and closing a negotiation

● Study language used in the process of negotiating

● Practise closing a negotiation

Functions of negotiating

● Practise stating conditions

● Study language of making suggestions, accepting and rejecting

Reaching an agreement

● Watch a video of negotiating a sponsorship deal

● Practise negotiating a deal

Negotiating tips

● Read an article about negotiating

● Study idioms and phrasal verbs associated with negotiating

Telephoning

Phone etiquette

● Watch videos and evaluate different phone calls

● Practise useful phone expressions

Complaints

● Listen to a phone call

● Practise phone expressions, and making and dealing with complaints

Talking about deadlines

● Practise talking about deadlines

● Study prepositions and still, yet and already

Problems and solutions

● Study language of problems and solutions

● Practise giving solutions over the phone

Talking about probability and possibility

● Study language of future probability and possibility

● Practise arranging a business meeting

Ending phone calls and sounding polite

● Practise how to sound polite on the phone

● Practise ending a phone call

Travelling

Travel arrangements

● Learn useful travel vocabulary

● Practise requests and arranging a trip

Changes of plan

● Study idiomatic language and ways of describing reasons

● Practise negotiating changes in travel arrangements

Renting a car

● Watch a video about renting a car

● Study language of terms and conditions, and language used when discussing a bill

Making complaints

● Study British and American vocabulary

● Practise language for making complaints

Telling travel stories

● Practise telling and responding to travel anecdotes

● Practise more suggestions

Socialising

● Practise greetings and conversation starters

● Study "eating out" vocabulary, suggestions and requests


Module

Section 1

Section 2

Section 3

Section 4

Section 5

Section 6

Writing

Text types and writing tips

● Analyse different text types

● Study useful language and general writing tips

Improving your writing

● Study useful language for writing an email or a letter

● Listen to writing tips from a tutor

Formal writing

● Practise words used in formal writing

● Study synonyms, and noun and verb forms

An informative email

● Practise using modal verbs

● Study connecting ideas in a text, referring back and uses of as

Writing conventions

● Read about writing conventions and etiquette for emails, discussion groups and chats

● Compare formal and informal conventions

Requesting, explaining, apologising and complaining

● Study different reasons for writing

● Practise writing to request, explain, apologise and complain

4. Module-by-module guide for tutors

Applying for a Job (Lower Intermediate)Contents

This module covers the following content:

Learn and practise essential language used in the different stages of applying for a job.

1. Describing jobs: Learn useful vocabulary to describe different jobs, responsibilities and requirements. Speaking Tutorial 1

2.A CV and cover letter: Study useful language, and practise writing an email cover letter. Writing Tutorial 1

3. Arranging an interview: Study and practise language used to arrange and have a job training interview. Writing Tutorial 2

4. Preparing for an interview: Practise ways of talking about the recent past and experiences, and prepare to answer interview questions.

5. During the interview: Watch a video of a job interview, and then study and practise effective ways of answering typical interview questions. Speaking Tutorial 2

6. Job advertisements: Read different job advertisements, and practise more useful language to describe positions and job requirements.

Final test

Feedback

Tutorials

There are two speaking tutorials and two writing tutorials in this module.

Speaking Tutorial 1 (Section 1. Describing jobs)

These are the instructions the student sees in the module:

During the speaking tutorial you will do the following:

1. Introduce yourself and tell your tutor about your current work or work you would like to do.

2. Your tutor will ask you the following questions:

· Are you working at the moment?

· What is your background?

· What abilities and skills do you have?

· What type of organisation or company would like to work for?

· What position would like to have?

· What are the requirements and responsibilities of this position?

Mark: Award a mark out of 20.

Writing Tutorial 1 (Section 2. A CV and cover letter)


Prepare an English version of your Curriculum Vitae. Then, write a cover letter to send to your tutor. Imagine that you are applying for an MBA programme at a university. Write approximately 200 words. Use words and phrases from this section. For example:

Dear ...,

I am writing to apply for ...

I am confident that I ...

I am sending you a copy of ...

I am from ...

I would be grateful if you could ...

Thank you in advance for ...

I look forward to ...

Best regards,

...


Writing Tutorial 2 (Section 3. Arranging an interview)


Write Cristina’s reply to David’s email in exercise 11. In the email, do the following:

Say thank you to David Butler for the opportunity to work in Canada.

Say that you are excited about the staff exchange.

Say that you will send the documents tomorrow.

Say that you have some more questions about:

· the temperature when you arrive

· when the company will find the apartment

· how many people it will be shared with

· how much the apartment will cost

Say thank you again and that you are looking forward to seeing David again.

Write approximately 150 words.


Speaking Tutorial 2 (Section 5. During the interview)


During the speaking tutorial you will do a role play of a job interview. In the email, tell your tutor what the job is that you are applying for.

Look at the notes below. Prepare your own notes on what you will say in your interview.

Possible interviewer questions

Your possible questions

Can you tell me about yourself?

Why do you think that you are suitable for this position?

What are your strengths?

What is your biggest weakness?

Can you work as part of a team?

Where do you see yourself in five years?

Why did you leave your last job?

Do you have any references?

Can you tell me more about the company?

Do you have training programmes?

What are the conditions of work?

What are the opportunities for promotion?

What is the salary?

Useful phrases

I find it very stimulating to …

I think it’s important to …

I believe that there is/are always …

I have been looking for an opportunity like this for some time.

I like to keep in touch with the developments …

I feel confident that I can meet the challenge of a position like this one.

Currently I am …

I have also worked …

Above all, I think …

In addition, …

In the past, I … . However, now I …

Interview tips

Look at the outline of good answers to each question.

Can you tell me about yourself?

(Give a summary of your career, relevant skills and experience.)


(Refer to the company and what you can do for it.)

What are your strengths?

(Be sincere and objective.)


(Show self-awareness, be balanced, and demonstrate how you can solve problems.)


(Be ambitious but realistic. Mention lifelong learning.)

Why did you leave your last job?

(Focus on where you are going, not what you want to leave behind.)


Banking and Finance (Lower Intermediate)Contents


Learn essential language used in banking and the world of finance.

1. In a bank: Practise banking vocabulary, and watch a video. Speaking Tutorial 1

2. The history of inflation: Read an article about the history of inflation, and practise describing changes. Writing Tutorial 1

3. Phoning a customer: Practise making a phone call to a customer. Speaking Tutorial 2

4. Euro accounts: Read part of a business article about euro accounts, and practise more useful vocabulary. Writing Tutorial 2

5. Changing currency: Listen to a conversation in a bank, and practise numbers and currency words.

6. Banking in shops: Read a newspaper article about banking in supermarkets, and practise expressing ability.

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 1. In a bank)


Send your tutor an email suggesting a day and time for your speaking tutorial. During the speaking tutorial your tutor will ask you the following questions:

· Are you working at the moment? What do you do?

· Do you work in a bank or other financial institution?

· What operations do you deal with most frequently?

· What do customers have problems with?

· Do you ever have to write or speak in English? What do you have to do?

· What would you like to do better in English?


Writing Tutorial 1 (Section 2. The history of inflation)


Choose ONE of the following options.

1. Describe the recent history of inflation in your country.

OR

2. Look at the graph below. Write a description of how inflation has changed over the 20-year period shown.

Use the following words in your description.

rise/fall, go up/go down, increase/decrease, double/halve,

continue to …, start to …

peak/reach

rise/fall slightly/gradually

during the 1990s

Write between 100 and 200 words.


Speaking Tutorial 2 (Section 3. Phoning a customer)



1. Practise the phone dialogue from exercise 7 in this section. Then your tutor will help you practise pronunciation of words and phrases in this dialogue.

2. Practise a similar dialogue. In this dialogue, you will role-play a phone call to your tutor, explaining that he or she will have to come to your office to sign a new contract because the conditions of the old contract have changed. During the phone call:

· introduce yourself and your company

· explain why you are phoning

· arrange a time for your customer to come to the office

· tell your customer you are sorry for the inconvenience

· say goodbye

3. Ask your tutor any questions about this course or what you have studied.


Writing Tutorial 2 (Section 4. Euro accounts)


Write to your tutor

Answer the following questions about euro accounts:

· Do you have any experience with euro accounts?

· What is a euro account and when do people use them?

· Is the situation now the same as it is described in the article you read in this section?

· How should regular travellers or property owners in your country do their banking?

Write between 100 and 200 words.


Dealing with the Public (Lower Intermediate)Contents


Improve your English language skills in a variety of situations when dealing with the public.

1. Welcoming and introductions: Practise greetings and introductions, watch videos of different situations, and study and practise language of asking for and giving help.

2. Giving information: Practise talking about dates, prices and conditions, and learn useful expressions to describe the features of a course. Speaking Tutorial 1

3. Explaining rules and describing problems: Practise explaining rules and describing problems, and study language of obligation, prohibition and permission. Speaking Tutorial 2

4. Planning and arranging: Practise talking about times, arrangements and schedules; responding to questions; and using in case, so that and because to talk about precautions, purposes and reasons. Speaking Tutorial 3

5. Explaining where to go and what to do: Practise language to describe a bureaucratic procedure, and practise explaining where to go and what to do.

6. Giving instructions: Practise expressing intentions, possibilities and necessity; study vocabulary associated with computers; and practise explaining what to do.

Final test

Feedback

Tutorials

There are three speaking tutorials in this module.

Speaking Tutorial 1 (Section 2. Giving information)


During the tutorial you will do the following:

· Introduce yourself to your tutor and explain about your work, or work you would like to do.

· Do a role play. Your tutor is a possible client phoning to ask for information about your company’s language classes. Look at the information below and refer to it when you are speaking. Remember to use language that you have studied in this section. After the course information there is a list of questions that your tutor might ask you about your courses.

Course details

Speakwell Language Courses are designed to help people who need to use different languages in their work. Our courses will help you to improve your level of competence in many typical work-related activities: participating in meetings, using the telephone, negotiating, and making presentations. You are also introduced to useful business vocabulary and cultural differences that you may encounter while working or doing business in different countries.

Duration

Two weeks

Timetable

Monday to Friday

Number of hours

Four or six hours of tuition per day Students who take the six-hour-a-day course can choose to take the business exam at the end of the second week.

Times

Four hours: 9:30 a.m. to 1:30 p.m., with a 20-minute breakSix hours: 9:30 a.m. to 1:30 p.m. & 2:30 p.m. to 4:30 p.m.

Size of classes

Average of 10, with a maximum of 18

Levels

The minimum level required is intermediate

Start dates

17 January, 14 February, 21 March, 18 April, 16 May, 13 June,

4 July, 8 August, 19 September, 24 October, 21 November,

19 December

Prices

Two weeks (40 hours): €470 / Two weeks (60 hours): €705

Exam fees (subject to change): €145

Possible questions

· Do you have language courses for businesspeople?

· What languages do you have courses in?

· Who are these courses aimed at?

· Is there a selection of different courses?

· What else will I learn from this course?

· How often do courses start?

· Do I need a certain language level to do the course?

· Is there an exam at the end of the course?

· How much will it cost?

· Is there a break during the four hours of class time?

· How many people are there in a class?


Speaking Tutorial 2 (Section 3. Explaining rules and describing problems)


During the tutorial you will do a role play. Follow the instructions below.

· You work in a library. Look at the table of rules below. Explain the rules to a new library user (your tutor).

Library rules

Obligation

No obligation

Prohibition

Permission

Return materials on time

Use photocopiers for copying library material

Pay a fee

Use computers on this floor

Be registered to borrow material

Use the library WiFi

Remove magazines from the library

· Your tutor (a library user) will tell you about different problems. Give him or her possible solutions to these problems.

Problems that a user might mention

· the user has lost his/her library card

· the user has lost a book from the library

· the user has a problem with one of the computers

· the user wants to copy some of his/her notes using a library photocopier


Speaking Tutorial 3 (Section 4. Planning and arranging)


During the tutorial you will do a role play. Your tutor is a conference participant and you are a conference organiser. A conference participant (your tutor) phones you to ask for information about the schedule and to organise getting to the airport in the afternoon. During the phone call you will:

· explain the schedule to the participant

· suggest how to get to the airport

· offer to phone for a taxi

· negotiate a time for the taxi to come

Refer to the schedule and try to use the phrases below.

Conference Schedule

8:30 – 9:00

Breakfast

Morning sessions

9:15 – 10:15

Session 1

10:30 – 11:30

Session 2

Coffee break

12:00 – 1:30

Session 3

1:30 – 3:00

Lunch

Afternoon sessions

3:15 – 4:15

Session 4

Coffee break

4:40 – 5:40

Session 5

Useful language

I’m afraid not.

Yes, I’ll certainly try.

Certainly. I suggest you …

Yes, no trouble at all. I’ll do it now.

I’m afraid not. You’ll have to …

I’ll phone to …

Yes, of course.

Yes, that’s right.

in case / so that / because


Meetings (Lower Intermediate)Contents


Learn how to schedule, manage and participate in meetings, and how to make a report about a meeting.

1. Arranging a meeting: Practise language used when arranging a meeting and watch a video of people having a meeting. Speaking Tutorial 2

2. Progress report and action points: Practise reporting progress and listing action points (things you are going to do) during a meeting. Writing Tutorial 1

3. Stages of a meeting: Listen to different stages of a meeting and practise language for staging a meeting.

4. Speculating and planning: Practise language used to speculate, make plans and talk about what you have done. Speaking Tutorial 2

5. Referring to time: Read an email, and practise different ways of referring to time. Writing Tutorial 2

6. A business trip: Practise describing a business trip and reporting what happened at a meeting.

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 1. Arranging a meeting)


Send your tutor an email suggesting a day and time for the speaking tutorial. Before you speak to your tutor, make notes on the points below. Your tutor will ask you about:


· How often do you attend meetings?

· What are the meetings usually about?

· Do you ever need to speak English at work or in meetings?

· Do you ever need to write in English?

· What would you like to do better in English?

· Comment on the video that you watched in this section. Was it a good meeting? Why?/Why not?

· Are the meetings that you attend similar or different to this one?

Remember to use language you have studied in this section:

meeting agenda minutes chairperson participant item secretary

make a request apologise make a suggestion give a reason offer to do something


Writing Tutorial 1 (Section 2. Progress report and action points)


Write notes about this week. Use the two categories: Things done and Action points (things that you have to do soon). Try to think of eight items for each list. Look at the examples from exercise 2 before you begin.

Things done

Invitation to trade fair received.

New packaging designed.

Cause of problems with office network identified.

Prices for new products decided.

Proposal sent to Quicksand.

Three new computers ordered.

Web site redesigned.

Action points

Accept the invitation to the trade fair.

Arrange a meeting with Quicksand.

Come up with ideas for a better office layout.

Decide who will attend the trade fair.

Design publicity a campaign for the new products.

Follow up on offers from new Web site hosts.

Plan the Christmas party.

Send publicity to possible clients.

Write a new proposal to send to Gemcord.


Speaking Tutorial 2 (Section 4. Speculating and planning)


Send your tutor an email suggesting a day and time for the speaking tutorial. Before you speak to your tutor, make notes on the points below. Your tutor will ask you about:

· things you have just done at work

· things you haven’t done yet, but will do soon

· your plans for this week

· any meetings you have recently attended

· the next meeting you will attend

· any questions you have about the course.

Remember to use language you have studied in this section:

Speculating: could, might, probably, I think, ...Making plans: going toyetjust


Writing Tutorial 2 (Section 5. Referring to time)


Imagine you are going away for a week on business. Write an email to your colleagues at work similar to the email in exercise 2.

Dear all,As you know I’ll be in China next week: I leave tomorrow and will be back on the 28th (but because the plane arrives at midnight, I won’t be in the office until the following morning). I hope to be in email and phone contact, but just in case, here are a few things to keep in mind. On Wednesday morning Giuseppe Tarquini and Adrianna Brugora from our Turin branch will be visiting – Kylie and Ed will take care of them – Amy, can you organise a restaurant and taxi to the airport (they leave at six in the evening)? Also, Jerry Fisher (marketing manager of FIDO Systems) phoned this morning to say that he would like a meeting at 11 on Thursday to talk to Owen and Max – Owen, can you email him the report on FIDO you did in May? You should have a copy in your files. Norbert, can you remember to back up the computers on Friday evening before you leave? Finally, there’s a documentary on solar panels on Channel 7 at 3:15 on Saturday afternoon – can someone record it? It was made in 2009, but I’m curious to see if Triceratops gets a mention. And don’t forget – it’s Erica’s birthday on the 30th!See you all in a week’s time.Jon

In the email, tell your colleagues your travel plans and what you want them to do while you’re away. Remember to include the language you have studied in this section:

prepositions of time

by

until/till

vague time expressions

expressions with time

Write about 150 words.


Negotiating and Selling (Lower Intermediate)Contents


Practise useful language for advertising and selling.

1. Words that sell: Practise using words and expressions that sell.

2. Sales talk: Listen to sales talk in an advertisement. Speaking Tutorial 1

3. Comparing products and services: Practise the language of making comparisons. Writing Tutorial 1

4. A sales conversation and small talk: Watch a video of a sales presentation. Speaking Tutorial 2

5. Advertising texts: Practise writing a persuasive advertising text. Writing Tutorial 2

6. Salespeople and company organisation: Learn how to talk about salespeople and describe the structure of a company or organisation.

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 2. Sales talk)


Before you speak to your tutor, listen to the dialogue in exercise 7 again. During the tutorial you will practise this dialogue with your tutor; you’ll be the salesperson and your tutor will be the customer. You can read the dialogue transcript again.

Salesman: Good morning. Dreams Can Come True Apartments, Larry speaking. How can I help you?

Customer: Yes, good morning. I’m ringing about the advertisement I heard on the radio.

Salesman: Certainly, madam. Could I just take some details, please? Could I have your name?

Customer: Yes. It’s Jane Havisham.

Salesman: Could you spell your surname, please?

Customer: H-A-V-I-S-H-A-M.

Salesman: Thank you. And your address?

Customer: It’s 53 Miles Road, London.

Salesman: That’s M-I-L-E-S?

Customer: That’s correct.

Salesman: And your telephone number?

Customer: 522 3567

Salesman: OK, Ms Havisham. We have beautiful time-share apartments all over the world. Could you tell me what type of holiday you’d like? A holiday in paradise on a deserted island by the beach, an activity holiday in the mountains, a cultural holiday in a fascinating city – you name it, we can do it.

Customer: Well, I like the idea of a holiday by the beach, like in the advertisement.

Salesman: Of course, a very good choice. Now, we can offer you apartments all over the world.

Customer: Is it possible to change apartments if we want to visit a different country?

Salesman: Of course. This is why Dreams Can Come True Apartments are so wonderful. You can stay in a different apartment every year at no additional cost if you choose the same type of apartment.

Customer: Oh, that’s good. And they cost $1,400?

Salesman: Well, of course that depends on the size of the apartment. How many people is it for?

Customer: Two adults and two children.

Salesman: We have a range of very competitive prices for that type of apartment. In fact, I would like to invite you and your husband to our exclusive presentation on Sunday the 4th at the Ritz Hotel in London. There you can see examples of our apartments, the different beautiful locations and our range of very competitive prices. The invitation includes drinks and a buffet, and you can receive your free beach bag and enter into our prize draw for a free, yes free, Dreams Can Come True apartment.

Customer: Thank you very much.

Salesman: You’re very welcome. I’ll put the invitations in the post to you today. I can assure you that when you’ve tried a Dreams Can Come True apartment, you won’t want another type of holiday

Your tutor will also ask you the following questions. Make notes about your answers before the speaking tutorial.


· Do you receive any publicity or telemarketing calls? If so, how often and what type of products or services are they advertising?

· What are the advantages and disadvantages of this kind of marketing?

· Do you think this is an effective way to advertise something?

· What are other ways of advertising a service or product?

· What kind of promotion does your organisation or company do?

· Do you have any questions about the course?


Writing Tutorial 1 (Section 3. Comparing products and services)


Write a short paragraph comparing two products that you are familiar with; for example, two makes of car, two types of mobile phone or two laptop computers.

Remember to include language that you have studied in this section:

Emphasising adverbs

Language of comparison


Speaking Tutorial 2 (Section 4. A sales conversation and small talk)


During the tutorial you will practise selling a product or service to your tutor, in a conversation similar to the one in exercise 4. Before you speak to your tutor, prepare a description of a product or service (real or invented), or use the details of the service in exercise 4. Include prices and conditions. The conversation will follow this structure:

· Small talk

· Presenting your product or service

· Negotiating the conditions

· Small talk and goodbyes


Writing Tutorial 2 (Section 5. Advertising texts)


Write about a product or service, similar to the text in exercise 7.

The trouble with most pocket notebooks and address books is that they don’t last long enough. Life can be hard on them, and with the wear and tear of daily use they soon start to fray and fall apart. However, it doesn’t have to be like this. Little & Werner notebooks are the most practical and durable pocket notebooks and address books in the world. Our tried and tested design and top-quality materials guarantee that your Little & Werner pocket notebook will last as long as you do, or even longer. Ernest Hemingway used them, Virginia Woolf used them, even Henri Matisse carried one around with him wherever he went. Buy one now and find out why!

Write about a product or service that you or your organisation provides, or invent a product or service, such as the ideas below:

· a new invention for the home

· a dog walking service

· a plant hire service

· an advertising agency

· a catering company

· a graphic design company

· a charity

· an environmental organisation

Use the problem–solution format. Also use the features you have practised in this section:

Linking words: That’s why, However, Therefore, But now

Substitution and referring back: one, do, it, them, this, that, etc.

Write at least 100 words.


Presenting Your Work (Lower Intermediate)Contents


Learn how to describe what your company or organisation does and give a guided tour of your workplace.

1.Company types: Practise describing companies, and watch a video of someone presenting their organisation. Writing Tutorial 1

2.A company description: Read a detailed description of a company. Speaking Tutorial 1

3.A tour of your workplace: Listen to someone giving a guided tour of their workplace. Speaking Tutorial 2

4.Commercial activities: Practise vocabulary describing organisations and commercial activities.

5.Professional or company history: Practise describing your professional or company history.

6.Presenting your work: Practise writing about your company or organisation. Writing Tutorial 2

Final test

Feedback

Tutorials


Writing Tutorial 1 (Section 1. Company types)


Write a company description, like the one in exercise 8.

The name of the company is IPM Solutions. The "IPM" stands for Internet, Print and Multimedia. The company was set up in 1997. There were three of us then and we’re still a small business. There are 12 people working here at the moment. We’re a very flexible team and we provide a large variety of different services. We design Web pages, leaflets, brochures and other publicity material. We also produce computer animations for advertising campaigns.

Find a company on the Internet that you do not know about; it could be any kind of company, such as a retailer, publisher or manufacturer. Include the following information:

· the name of the company

· the type of company

· when it was set up

· the size of the company

· the products or services it provides

Write approximately 75 words.

For example:

The name of the company is ... The company was set up in ...


Speaking Tutorial 1 (Section 2. A company description)


1. Make notes about your company or organisation, or one that you know. (If you are not working, use the information about the company described in this part.)

Our History

The Mariscal Studio Company was set up in 1989, and since its beginnings we have had a strong interest in animation and audio-visual media. For more than 20 years we’ve been carrying out advertising and television projects, and since 1995, projects on the Internet. During this time our experience and our team have grown, and out of this, the MUVISCAL department was born and is expanding into new areas.

What We Do

In the audio-visual field we have our own production and post-production teams, offering an integral service for image creation and production, synthetic and real images, and animation, along with image mixing and integration.

We also develop interactive products for the Internet, offering a complete consultancy service and site design, development, and implementation using 2D and 3D Flash formats.

Our Space

The headquarters of the project is an old tanning factory (tannery) built at the turn of the 20th century, in the Poble Nou district of Barcelona. The factory is known as Palo Alto because of its distinctive tall chimney. The studio occupies the ground floor of the original building. The MUVISCAL production space is situated on the first floor.

During the tutorial, your tutor will ask you the following questions:

· What’s the name of your company or organisation?

· What kind of company or organisation is it?

· What does it do?

· When was it set up?

· Has the company or organisation changed during this time?

· How many people work there?

· Do you have a headquarters? Where is it?

· Do you like working there?

2. Ask your tutor about his or her company or organisation.


Speaking Tutorial 2 (Section 3. A tour of your workplace)


During the speaking tutorial your tutor will ask you to describe your workplace. (If you are not working, you can describe a workplace that you know, or the one in this section.)

1. Draw a quick plan of the workplace. For example:

2. Use your plan to give your tutor a guided tour of your company or organisation’s office. Explain where everything is. Your tutor will ask you questions about it. Try to use phrases like these:

The name of the company/organisation is ...

We deal with ...

Also, we ...

I’ll just explain where ...

As you can see, ...

On the ground/first floor ...

Where was I? Oh yes, ...

Next to ...

On the left ... on the right ...

Then, ...

Finally, on the third floor we have ...

3. Ask your tutor to describe his or her workplace. Make a list of questions to ask.


Writing Tutorial 2 (Section 6. Presenting your work)


Write a presentation of your company or organisation, or of one that you know. Use the written presentations in this section as a model. Answer the questions below. Write between 100 and 150 words.

· What does the company or organisation do? (activities? products? services?)

· What is its history? When was it set up? What is it doing now?

· Have there been any recent changes? (bigger? smaller? new projects? new products or services?)

· Where is the headquarters of the company or organisation? (situated? type of building?)


Telephoning (Lower Intermediate)Contents


Learn essential language and practise making and receiving telephone calls at work.

1. Phone basics: Listen to different kinds of calls and practise vocabulary and numbers. Speaking Tutorial 1

2. Phone calls: Practise useful vocabulary and language to use in different phoning situations, and watch videos of phone calls. Speaking Tutorial 2

3. Taking messages and orders: Practise taking messages and orders over the phone.

4. Making and receiving calls: Practise more useful expressions for making and receiving calls, and practise pronunciation and spelling words over the phone. Speaking Tutorial 3

5. Making decisions: Study language of making decisions and referring to different places.

6. Getting out of trouble: Practise ways of dealing with calls that are difficult to understand.

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 1. Phone basics)


During the speaking tutorial your tutor will ask you the following questions:


· How often do you use the phone for your work?

· How often do you speak English on the phone?

· Do you use your mobile very much? What do you use it for?

· Do you have any questions about this section of the course?


Speaking Tutorial 2 (Section 2. Phone calls)



· Practise the dialogue you studied in exercise 8.

Woman: Hello?

Caller: Hello, could I speak to Geraldine Hope, please?

Woman: Speaking.

Caller: Good morning, Ms Hope, I’m —.

Woman: It’s afternoon, actually.

Caller: Ah, yes. Good afternoon. This is Bob Skinner. I’m calling from your mobile company, U-Phone, to inform you of additions to our services and special offers that we have for our customers this month, which I’m sure —.

Woman: Excuse me. ... Just a minute. ... I’m having lunch right now.

Caller: Ah, of course. Very sorry to interrupt your lunch. I can call you back at another time. When would it be convenient for you?

Woman: Well, actually, someone from U-Phone called me just the other day, and I’m not interested in any of the special offers, so there’s no need to phone me back.

Caller: Ah, I see. Well, thank you for your time, Ms Hope, and please don’t hesitate to call our customer service line if you have any queries at all or would like to hear more about our special offers.

Woman: OK. Thank you. Goodbye.

Caller: Goodbye, Ms Hope.

· Improvise a similar phone call. Imagine you are working in the sales department of a mobile phone company. Your tutor is a customer. Phone your tutor to organise a time when you can find out if he or she is happy with your company’s service. Use these expressions:

Could I speak to ..., please?

This is ..., calling from ....

I’m very sorry to interrupt your ....

When would it be convenient for me to phone back?

Well, thank you for your time.

Please don’t hesitate to call our customer service line if you have any queries.


Speaking Tutorial 3 (Section 4. Making and receiving calls)



1. Your tutor will ask you for the following:

· the name of the city your work in

· the street you work in

· your mother’s family name

· your work address, including the postcode

· the serial number of something on your desk (computer, phone, etc.)

2. Ask your tutor for the same information as he or she asked (from above).

3. Ask your tutor any questions you have about this section or the things that you have studied.


Travelling (Lower Intermediate)Contents


Learn essential language you need to use when you travel on business.

1. Meeting people: Practise travel vocabulary and useful language for introductions when you are on a business trip. Writing Tutorial 1

2. Organising a trip: Practise reading and writing emails to organise the details of a business trip. Writing Tutorial 2

3. To and from the airport: Practise travel vocabulary, and asking for and understanding directions. Speaking Tutorial 1

4. Travel questions: Practise asking for travel information and questions to use in social situations.

5. Social conversation: Watch a video and practise making social conversation when travelling on business. Speaking Tutorial 2

6. Travel conversations: Listen to travel conversations and practise language that travellers use.

Final test

Feedback

Tutorials

There are two writing tutorials and two speaking tutorials in this module.

Writing Tutorial 1 (Section 1. Meeting people)


Write answers to the following questions and send them to your tutor.

· What do you do?

· Do you like travelling?

· Do you travel much for work?

· Where do you usually travel?

· How do you prefer to travel, by plane, train or car?

· At the airport, what do you do when you are waiting for your flight to depart?

· Do you ever meet people when you are travelling? If so, what do you talk about?

· What do you do when you are travelling? Do you try to work? Or do you relax?

For example:

What do you do?

I work for a software company in Frankfurt.

Do you like travelling?

In general, I like travelling because I visit different places, meet people and learn different things. But sometimes, when you have to travel a lot, you also waste a lot of time, waiting for flights or trains. It also means that I have to spend a lot of time away from my family, which I don’t like doing.

Do you travel much for work?

Yes, I travel a lot for work. I often have to visit our clients to install the software and also to train company staff how to use it.


Writing Tutorial 2 (Section 2. Organising a trip)


Read this email from Ashley Gardener again.

Dear Gemma,

I’ve spoken to management here at the London Care Centre, and Friday the 9th would be a better time for us to meet than Monday the 12th. How about 3:30 p.m.? I’ll fax you a detailed description of our product requirements as soon as I receive your confirmation.

Regards,

Ashley

Imagine you are Gemma. Write a formal reply to Ashley’s email. In your email, do the following:

· confirm the day of the visit, but say that 4 p.m. is a better time for you

· ask how to get to the centre from the airport

· ask for a mobile number, in case there is a problem

· say that you are looking forward to the visit.


Speaking Tutorial 1 (Section 3. To and from the airport)


1. Practise giving and understanding directions with your tutor. Use the London map in exercise 9 of this section.

· Your tutor will give you directions to different places. What places are they?

· Then give your tutor directions to places on the map.

2. Tell your tutor about where you work.

· Is there an underground station nearby, or a bus stop? Where is it?

· Is there a nice café nearby? How do you get there?

· What interesting shops or places are near where you work or live? Tell your tutor about them.


Speaking Tutorial 2 (Section 5. Social conversation)


Choose 10 of the questions below to ask your tutor during the speaking tutorial. Also prepare your own answers to the questions. During the speaking tutorial your tutor will ask you all the questions that you ask.

Your tutor will also ask some other questions. Return his/her questions. Use the expression "What/How about you?" and repeat the question.

· What does your job involve?

· What company do you work for?

· How long have you been working for your company?

· Do you like your job?

· What do you do in your spare time?

· What do you normally do at the weekend?

· Are you reading anything good at the moment?

· Do you like going to the theatre?

· Have you seen any good films recently?

· When do you normally take your holidays?

· Do you have any plans for the summer?

· Where did you go last summer?

· Where are you from?

· Where do you live?

· Have you ever been to London?

· Are you married?

· Have you got any children?

· What do you do to keep fit?

· What’s the weather like at the moment where you live?


Writing (Lower Intermediate)Contents


Improve your business vocabulary and practise essential writing skills in English.

1. Text types: Learn useful vocabulary related to writing at work, and look at text messages and abbreviations. Writing Tutorial 1

2. Taking messages: Listen to different messages. Writing Tutorial 2

3. Formal vs. informal writing: Compare different writing styles, and practise formal and informal writing. Writing Tutorial 3

4. Email update: Practise ways of introducing and connecting ideas in a letter or email, review verb forms, and practise using the infinitive form of verbs.

Writing Tutorial 4

5. Reporting back: Watch a video and practise reporting a conversation.

Writing Tutorial 5

6. Profile writing: Read a social network profile, and practise writing your own profile. Writing Tutorial 6

Final test

Feedback

Tutorials

There are six writing tutorials in this module.

Writing Tutorial 1 (Section 1. Text types)


Here are five text messages from someone who is stuck on the subway and can’t get to work. Simplify the messages as much as possible and send them to your tutor.

1. I’m stuck on the subway and I’ll be late for work.

2. We’ve been waiting here for 25 minutes. We still haven’t had any information. Can you tell the others? Thanks!

3. Hi, Mark. I’m stuck on the subway. We’ll have to cancel the 10 o’clock meeting. Can you do tomorrow at 10 o’clock? I’m very sorry about this!

4. I’m sorry, but tomorrow at 12:30 I have an interview. But I’ll be free after 3 o’clock. Shall we meet then?

5. We are moving again! Hopefully I’ll be in the office in half an hour. What a disaster!


Writing Tutorial 2 (Section 2. Taking messages)


Here is another voice mail message. Write Evelyn an email, giving her the message.

"This is Carmen from Optix Express with a message for Evelyn Sutton. I’m phoning about the sunglasses you ordered. They’re ready, and you can pick them up at any time. We are open from 9 a.m. to 6:30 p.m. Monday to Friday, but tomorrow – Saturday – we close at 1 p.m. OK, thank you."


Writing Tutorial 3 (Section 3. Formal vs. informal writing)


Imagine you work in the subscriptions department of a magazine. You can’t send the magazines to a customer called Jill Johnson because the credit card number she provided is not correct.

Write a formal email to Jill Johnson. Explain the situation. Ask her to sign another subscription form and include her correct credit card number. Use these phrases:

In response to your letter (= About your letter)

I am afraid (= I am sorry)

I am unable to (= I can’t)

the reason being that (= because)

Therefore (= So)

and provide (= and include)

I look forward to hearing from you (= I hope to hear from you)


Writing Tutorial 4 (Section 4. Email update)


Write a short email to a colleague who is away (in another city or country). Tell her/him recent news about your office or work. Include information about the people you work with. (You can invent this.) Write about:

· what you are doing at the moment (now)

· what happened last week (in the past)

· what you have or haven’t done (past until now)

· what you are doing next week (in the future)

· what is about to happen (things scheduled to happen very soon)

Remember to use these words and phrases:

Well, ...

Don’t worry, ...

You’ll be happy to hear ...

What else?


Writing Tutorial 5 (Section 5. Reporting back)


1. Read the conversation that took place in another meeting.

Rita: Bridget phoned to say she can’t come to the meeting.

Albert: Oh, well. Not to worry. We can give her a copy of what we talked about and decided. Now, let’s get down to business.

Rita and Polly: Yes. Fine.

Albert: First of all, the music listings. Rita, are they finished?

Rita: Yes, they are finished.

Albert: Good. So, the next item on the list is new cover design. Polly, how is that going?

Polly: Well, it will be another day or so before it is ready.

Albert: OK, fine. Why don’t we show it to everybody in the office when it is finished?

Polly: Sure. Good idea.

Albert: Good. So that just leaves the deadline for all the material. How about next week ... Monday the 22nd?

Polly: Yes, that’s fine.

Rita: Yes, fine for me too.

2. Now explain to your tutor what happened at the meeting. Use the language you have practised in this section. Write nine sentences. Send the completed sentences to your tutor.


Writing Tutorial 6 (Section 6. Profile writing)


Write your own professional profile, or one for someone you know. Use language that you have studied in this section. For example:

I am a ... with a special interest in .... I’ve been active in ... and in participating in .... I am also .... My current interests include ....

Look again at the three profiles in exercise 2 before you begin.

Write about 75 words. Send the profile to your tutor.


Applying for a Job (Upper Intermediate)Contents


Learn and practise essential language and strategies used in the different stages of applying for a job.

1. Job application tips: Learn useful work and career vocabulary, read tips on applying for a job, and study common phrases to use when you are applying for a job.

2. Job types and describing your background: Learn useful vocabulary used in job descriptions, and practise describing your background. Speaking Tutorial 1

3. Writing a résumé cover letter: Study useful language, and practise organising and writing a résumé cover letter. Writing Tutorial 1

4. Interview questions and answers: Read interview tips, study model answers to common interview questions, watch a video of part of an interview and practise your pronunciation. Writing Tutorial 2

5. During and after the interview: Practise questions to ask during an interview, read tips on what to do after an interview, practise pronunciation, and review what you have studied in this module.

6. Job advertisements and descriptions: Read different job advertisements, and practise more useful language to describe positions, requirements and responsibilities.

Speaking Tutorial 2

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 2. Job types and describing your background)



1. Introduce yourself and tell your tutor about your current work or work you would like to do.

2. Answer the following questions your tutor will ask you:

· Are you working at the moment?

· What is your background?

· What abilities and skills do you have?

· What type of organisation or company would like to work for?

· What position would like to have?

· What are the requirements and responsibilities of this position?


Writing Tutorial 1 (Section 3. Writing a résumé cover letter)


Look on the Internet for a job advertisement that you are interested in. Write a cover letter applying for that job. (You do not need to write your résumé.)

Organise your cover letter like the example in exercise 5. Use the following checklist:

· Say why you are writing.

· Say which job you are applying for.

· Show that you have done research on the company or organisation.

· Use an enthusiastic and positive tone.

· Make a positive statement about the future.

· Match your experience and qualifications to the job requirements.

· Welcome the reader to get in touch.

· Explain what you will do next.

· Include all contact details.

· Thank the reader for their time and interest.

Useful phrases:

Dear ...,

I’m writing to express my interest in … listed on … .

I have a … and considerable work experience in … .

I have studied the …. Web site in detail and … .

I feel that, with my strong … skills, and … .

I have all the necessary attributes to … .

From experience I have learnt … .

I am very much looking forward to hearing from you and … .

Yours sincerely,

...


Writing Tutorial 2 (Section 4. Interview questions and answers)


Prepare your answers to the interview questions below. Try to incorporate vocabulary and phrases from this section.

Interview questions

· Tell me a bit about yourself.

· Why do you think that you are suitable for this position?

· Tell me a bit about what you did during your studies.

· How do you feel about doing a three-month internship?

· What would you say your strengths are?

· What is your biggest weakness?

· Can you work as part of a team?

· Where do you see yourself in five years?

Useful phrases:

Certainly. Well, I completed my …

Firstly, I think I fulfil many of the necessary requirements for …

Well, the final project I did involved …

My studies were an excellent grounding in …

I see this as being a useful testing ground for me …

I see myself as quite … and … . I enjoy …

I think that in the past, I sometimes found it hard to …

I prefer to work this way. I find it stimulating to …

Obviously, I’d like to increase my experience, to grow professionally, to continue …

Now I am looking for an opportunity to put what I’ve learnt into practice …

Send the completed tutorial to your tutor.


Speaking Tutorial 2 (Section 5. During and after the interview)


During the phone tutorial you will do a role play of a job interview. In the email, tell your tutor what the job is that you are applying for. If possible, this will be the same position that you wrote your résumé for in section 4.

Refer to the answers you wrote to the questions in section 5. Be prepared ask the interviewer some questions.

Possible interviewer questions

Your possible questions

Tell me a bit about yourself.


Tell me a bit about what you did during your studies.

How do you feel about doing a three-month internship?

What would you say your strengths are?


Can you work as part of a team?


Do you have any references?

What are you looking for in the ideal candidate?

What kind of management style does the company have?

What kind of projects might I be working on?

What resources are available for this position?

Could you give me some background on why this position is available?

Is there anything you would like me to clarify?

What is the next step in the process?

Useful phrases

I find it very stimulating to …

I think it’s important to …

I believe that there is/are always …

I have been looking for an opportunity like this for some time.

I like to keep in touch with the

developments …

I feel confident that I can meet the challenge of a position like this one.

Currently I am …

I have also worked …

Above all, I think …

In addition, …

In the past, I … . However, now I …

Interview tips

Look at the outline of good answers to each question.

Q: Tell me about yourself.

Tip: Give a summary of your career, relevant skills and experience.

Q: Why do you think that you are suitable for this position?

Tip: Refer to the company and what you can do for it.

Q: What are your strengths?

Tip: Be sincere and objective.

Q: What is your biggest weakness?

Tip: Show self-awareness, be balanced, and demonstrate how you can solve problems.

Q: Where do you see yourself in five years?

Tip: Be ambitious but realistic. Mention lifelong learning.

Q: Why did you leave your last job?

Tip: Focus on where you are going, not what you want to leave behind.


Banking and Finance (Upper Intermediate)Contents


Learn and practise a variety of useful language and skills used in different banking and finance contexts.

1. Banking tasks: Learn useful banking vocabulary and study expressions with get. Writing Tutorial 1

2. Customer services: Practise language associated with contacting a bank customer about an overdrawn credit card account. Speaking Tutorial 1

3. Dealing with a credit card emergency: Read a travel forum about credit card issues, and practise apologising and responding to an urgent call from a bank customer. Speaking Tutorial 2

4. Banking channels: Practise describing different banking channels, read an article on mobile banking, and study -ing forms and sentences using not only. Writing Tutorial 2

5. Home loans: Study language associated with home loans and obligation.

6. Muslim banking in Britain: Study useful vocabulary describing banking conventions and practices, and read an article about Muslim banking in Britain.

Final test

Feedback

Tutorials


Writing Tutorial 1 (Section 1. Banking tasks)


Write an email to your tutor. In the email, do the following:

1. Introduce yourself to your tutor. Briefly describe what you do and some of the work tasks you do on a typical day.

2. Answer the following questions:

· Do you normally get down to work as soon as you arrive at the office?

· Do you get a lot of phone calls and emails each day?

· What sort of questions do you get asked at work?

· What did you have to get used to when you first started your work or studies?

· Do you ever get bored?

· Are there some days when you get more done than others?


Speaking Tutorial 1 (Section 2. Customer services)


During the tutorial, your tutor will do a role play. Read the instructions below.

Role play

Imagine you are Jenny Alhassan from the bank. It’s 12:59 p.m., and Mr Rusling phones you. Your tutor will play the part of Mr Rusling. You will need to start the conversation and ask questions. Mr Rusling resists the idea that he is over his credit limit, so one of the first things you will need to do is check that Mr Rusling has received and read all 10 pages of the credit card transactions that you faxed him. They clearly demonstrate that he is almost $4,000 over his credit limit.

As you do the role play with your tutor, make sure that you reach an agreement on these points:

· The customer has read and accepts the documentary evidence.

· The customer understands the overall situation.

· The customer accepts full responsibility.

· The customer agrees to co-operate to solve the problem.

· The customer agrees to stop using the card immediately.

· The customer understands that the card will be cancelled if he continues to use it.

· The customer agrees to start repayments (agree on a date).

· The customer and bank agree that the customer will pay X dollars per week for X weeks; for example: $500 for 18 weeks, or $450 for 20 weeks, or $400 for 23 weeks, or $350 for 27 weeks, or $300 for 32 weeks.

· The customer understands that there will be some interest to pay.

· The customer understands that the card may be cancelled if payment is not forthcoming.

· The customer understands that failure to comply will have consequences.

It’s important to get the money back. The bank also wants to keep Mr Rusling as a customer and above all wants to avoid expensive legal complications, even though the law is on the bank’s side, so stay very calm and make sure you are familiar with the situation and details of Mr Rusling’s case.

Remember also to ask your tutor any questions that you might have about the material that you have studied on this course


Speaking Tutorial 2 (Section 3. Dealing with a credit card emergency)


During the tutorial you will practise the phone call that you studied in this section. You are phoning a customer who is travelling abroad and whose credit card was blocked.

You take the part of the bank representative. Your tutor will take the part of the customer.

During the conversation, do the following:

· Say hello and say who you are and why you are calling.

· Explain that the customer’s card was automatically blocked.

· Explain that there was no notification that the customer was travelling abroad.

· Explain that the incident has been listed as possible fraud.

· Tell the customer that the card has been reactivated.

· Apologise for any inconvenience.

· Strongly suggest that the customer notify the bank when he/she is going to travel abroad in the future.


Writing Tutorial 2 (Section 4. Banking channels)


Write an email to your tutor. In the email, do the following:

In your own words, write a summary of the article "Mobile banking closing in on poverty", about mobile banking in Africa. DO NOT copy directly from the article. Write about 100 words.

In your summary, use the following:

Not only ..., but also ....

-ing forms

However, ...


Dealing with the Public (Upper Intermediate)Contents


Improve your English language skills in a variety of situations when dealing with the public.

1. Welcoming and introductions: Study and practise language used when welcoming and introducing someone to your staff and place of work. Speaking Tutorial 1

2. Dealing with requests: Practise dealing with different types of requests, giving directions, making suggestions and dealing with complaints.

3. Giving instructions: Study language to describe bureaucratic procedures, and practise explaining where to go and what to do.

4. Giving information: Practise giving information, explaining requirements and responding to frequently asked questions, and study language of necessity. Speaking Tutorial 2

5. Problem solving: Practise useful language used when solving problems, such as making offers, giving explanations, apologising and expressing sympathy. Speaking Tutorial 3

6. Describing options: Practise presenting different options, and study language related to higher education.

Final test

Feedback

Tutorials


Speaking Tutorial 1 (Section 1. Welcoming and introductions)



· Introduce yourself to your tutor and briefly explain about your work, or work you would like to do.

· Imagine your tutor is a visitor to your workplace and you are showing him/her around and introducing him/her to the other people who work with you. Try to include the phrases below.

Small talk

Have you just arrived from ... today?

The weather is / has been ....

Introductions

So, first I’ll introduce you to ....

This is ..., who’s on our ... team.

Showing someone round

Right. So, now we are here, ...

This is the main entrance, where you came in.

Over to the left we have the .... I’ll show you that in a minute.

To the right of the ... is ....

Right behind the ... is the ....

Opposite these are the ....

Remember, you can also ask your tutor any questions you have about what you have studied in this section.


Speaking Tutorial 2 (Section 3. Giving information)


During the tutorial, will do a role play where you give information about membership of a sports centre. Your tutor will ask you some of the following questions about joining the centre:

· What do I have to do to join?

· How can I pay for my membership?

· Can I use all of the facilities?

· How much does it cost to join?

· Are there different rates? What are the options?

Before you do the tutorial, familiarise yourself with the information below about the sports centre.

General information

Special rate for students who are currently enrolled.

Members can use all facilities.

Non-members can pay for a pass to use facilities.

To hire a court you need to pay the access fee and then the price of court.

To become a member you need to fill in the registration form, show proof of identity and a current student card (if registering as a student), show bank details, then pay the registration fee and the first month of membership, and then undergo a medical check-up.

Types of memberships

12 months: from date of purchase – includes up to five fitness programmes

12 months (off peak): allowing access until 3 p.m. on weekdays and all weekend

9 months: coinciding with academic year

4 months: coinciding with semesters

Monthly: the pay-as-you-go option

Membership prices

Duration

12 months

12 months off-peak

9 months

4 months

Monthly

Students

$615

$462

$510

$250

$73

Others

$760

$570

$626

$303

$85

Types of passes available

Gym: 10-visit pass (valid for 3 months)

Group fitness: 10-visit pass (valid for 3 months – excludes yoga and pilates)

Swimming pool: 10-visit pass (valid for 3 months) / 20-visit pass (valid for 6 months)


Speaking Tutorial 3 (Section 5. Problem solving)


During the tutorial you will do a role play with your tutor, with you in the role of a hotel receptionist and your tutor in the role of a guest. The role play will consist of the following three short conversations.

Conversation 1

Greet the guest and ask how his/her day has been.

Answer the guest’s questions. The guest will ask you about the following:

· using the Wi-Fi

· mealtimes

· the fitness centre

· taxis to the city centre

Conversation 2

Greet the guest.

Respond to the guest’s complaint that the Wi-Fi connection isn’t working.

Offer a solution and apologise.

Conversation 3

Greet the guest.

Ask the guest if everything is to her/his liking and if you can help him/her in any way.

Remember to use language that you have studied in this section.

Offering to help

Can I help you?

Would you like me to ...?

We’re only too pleased to be of help.

Just let me know if you need anything else.

Would that be convenient for you?

Explaining

If you’d be so kind, I just need to see ....

Well, if I’m not mistaken, the cable is there.

I’ll have a word with the cleaners.

I’ll leave a note for the technicians.

Apologising

Please acce

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