Students Book

-
 Vocational Stream
Commercial Grade 10

Students Book

 Contents
Unit Title Page
1 Functions of Management 5

2 Management Concepts 10

3 Appointments 15

4 Money and Banking 20

Culture and Values 1 Friendship 25

5 Bank Accounts 26

6 Customer Service and Loans 31

7 Office Equipment 36

8 Satellites 41

Culture and Values 2 Childrens Rights 46

9 Friendship 47

10 Account Books 52

11 An Electronic Office 57

12 Success in Life 62

Culture and Values 3 Volunteerism and the Red Crescent 67

Review 68
Correspondence 76

2
Scope and Sequence
UNIT LANGUAGE NEW SKILLS
1 Functions of Language Functions: greeting; introducing; writing a short paragraph;
Management identifying people; describing arithmetical scanning rows and
calculations; checking spelling columns in tables;
(pp. 5-9) Vocabulary: personal data; numbers 0-50; listening for information
phone numbers; simple arithmetical operations;
names and titles
Grammar: yes/no questions with be;
questions with what and who
2 Management Language Functions: comparing management spelling rules; punctuation
Concepts and leadership traits; identifying different styles (apostrophes)
of management
(pp. 10-14) Vocabulary: time prepositions; days; months;
ordinal numbers
Grammar: Present continuous tense;
possessive s
3 Appointments Language Functions: describing future choosing appropriate
(pp. 15-19) arrangements; times and dates forms of communication;
Vocabulary: management activities addressing envelopes;
Grammar: present continuous for future reading and writing
arrangements emails; email addresses

UNIT LANGUAGE NEW SKILLS

4 Money and Banking Language Functions: asking for repetitions; listening for detail
(pp. 20-24) talking about money
Vocabulary: formal words/phrases for banking;
compound nouns
Grammar: imperatives; articles
5 Bank Accounts Language Functions: asking for explanations; scanning columns and
(pp. 26-30) explaining and rephrasing rows to extract numerical
Vocabulary: verbs for banking; compound nouns data quickly
Grammar: present simple
6 Customer Service Language Functions: phoning a switchboard writing to a bank;
and Loans and stating the purpose of your call; working at requesting credit; using
a switchboard appropriate language;
(pp. 31-35) Vocabulary: banking services to commerce; pronunciation: word stress
telephone language
Grammar: the two present tenses

3
Scope and Sequence
UNIT LANGUAGE NEW SKILLS
7 Office Equipment Language Functions: asking about and listening and making a list;
(pp. 36-40) describing quantities; needs and wants; spelling; understanding and
asking for clarification completing order forms
Vocabulary: stationery and related unit
nouns
Grammar: countable / uncountable
nouns; have got
8 Satellites Language Functions: expressing phoning to apply for a job;
(pp. 41-45) similarity; comparison and degree of note-making; relating verbs, agent
difference and concept nouns; job
Vocabulary: radio components; adverbs; advertisement
conjunctions
Grammar: comparatives with than;
as as; adverbs of degree:
far / slightly greater than; relative
clauses: in which; from where
9 Friendship Language Functions: Greeting understanding a menu; reading
(pp. 47-51) colleagues; offers; invitations and formal and informal invitations;
responses; orders in a restaurant writing an invitation
Vocabulary: containers; food; more unit
nouns
Grammar: countable / uncountable
food nouns; would you like + noun or
infinitive; the pronoun one

UNIT LANGUAGE NEW SKILLS

10 Account Books Language Functions: talking about the listening for information; reading
(pp. 52-56) responsibilities of an accountant a newspaper article
Vocabulary: past time expressions
Grammar: past tense of be
11 An Electronic Language Functions: Comparing reading a newspaper article;
Office objects; specifications and dimensions; listening and taking notes
advantages and disadvantages
(pp. 57-61) Vocabulary: past time expressions; basic
computer vocabulary; adjectives and
their opposites
Grammar: comparative adjectives: adj +
infinitive
12 Success in Life Language Functions: describing correcting punctuation in emails
(pp. 62-66) abilities; classifying and defining
Vocabulary: work skills and attributes;
classification words
Grammar: comparative adjectives: adj +
infinitive; relative clauses (defining)
All the names, characters and companies mentioned in the book are imaginary

4
1 Functions of
A Quick silent reading
1
Management
Read the text quickly. Choose True or False.
1 TST* is a British company. True/False
2 These six people work in
Damascus. True/False
3 They all know some English. True/False
e is
a Sy rian co m pa ny. Its head officIts
.
TST is the name Tofhas a sister company in Londone are
in Damascus. TS and it is a British company. Her

TST Sa lw a El M as au di
name is TST UK, le in TST Damascus.
some of the peop
Ali Al-Mathiab
Job: Managing Di
ge : Ar
rector
abic
ni st First langua s: English,
Job: Re ce pt io Se co nd lang ua ge
ab ic
First language: Ar: English French
Second language
Huda Kassem
Simon B....... .. . Job: Secretary Arabic
Job: Training OfEn ficer First language: : English
First language: s: French,
gl is h Second language
Second language
Italian
Omar Al-Kindi
Job: Sales AssistAr ant
Andy W........ : abic
First language : English
Te ch nica l Of fic er ua ge
Job: glish Second lang
First language: En: French
Second language

*Technical Syria Technostructure: a company in which a group of experts direct the workings of industries.
5
B Reading 5 Have conversations like Exercise 4 with the
people at TST.
2 Read the information in A again and answer
the questions. 6 Ask other students about their surnames
1 Is TST UK in London? and how to spell them.
2 Is Mr Al-Mathiab the Managing Director
of TST? E Names and titles
3 What is his first name?
4 Is English his first language? 7 Study this information.
5 Who is the Receptionist?
6 What is her second language? Titles Who for?
7 Is Huda a Manager? Mr + surname a man
8 What is her surname?
9 Who speaks French and Italian? Mrs or Ms + surname a married woman
10 What is his job? Miss or Ms + surname a single woman
C Listening 8 Say the title + surname for these people.
3 Listen and complete the English 1 Huda Kassem (She is not married.)
surnames. 2 Salwa Al Masaudi (She is married.)
3 Ali Al-Mathiab (He is married.)
Simon B 4 Omar Al-Kindi (He is not married.)
Andy W 5 Andy Whitington (I dont know.)
9 Ask and answer about the people at TST.
D Checking spelling
Example
4 Work in pairs. Practise this conversation.
A Excuse me, Simon. Whats your surname? A Excuse me, Mr Al-Kindi. Whats your first
B My surnames Bennett. name?
A How do you spell that? B Omar.
BB-E-N-N-E-T-T

6
 Functions of management
F Grammar H Numbers
10 Study the table. 14 Study and learn.

Yes/No questions with be 0 zero 10 ten

Is Huda a secretary? Yes, she is. 1 one 11 eleven
Is she married? No, she isnt. 2 two 12 twelve
3 three 13 thirteen
Is Ali a manager? Yes, he is. 4 four 14 fourteen
No, it isnt. 5 five 15 fifteen
Is English his first 6 six 16 sixteen
language? 7 seven 17 seventeen
8 eight 18 eighteen
11 Make questions using these words. 9 nine 19 nineteen
1 Salwa / receptionist
2 she / married?
3 Omar / secretary?
4 English / second language?
5 Andy / technical officer? 20 twenty
6 Arabic / second language? 21 twenty-one
22 twenty-two
12 Now ask and answer the questions. 23 twenty-three
24 twenty-four
25 twenty-five
G Questions with what and who 26 twenty-six
13 Put these words in the correct order to make 27 twenty-seven
questions. 28 twenty-eight
29 twenty-nine
1 What your language second is?
2 is your ? surname What
3 Who Managing Director of ? TST the is
4 ? Whitington is Who Andy
5 is his ? What second language 30 thirty
6 name of the your school ? What is 31 thirty-one
32 thirty-two
Remember We write What is and Who is, but we 33 thirty-three
say Whats and Whos.
40 forty
41 forty-one
42 forty-two
50 fifty

Remember 0 = zero or nought in maths,

but 0 = oh in telephone and
room numbers.

7
I Reading
15 Look at the chart and answer the questions.
1 Who are the people on this list?
2 What information about each person is there?
3 Are the surnames in alphabetical order?
4 Which room is Simon Bennett in?
5 What is his telephone number?

TST
TST alphabetical staff list
Name Room number Telephone number
Abd Al Rahman, Najat 17 96311 3650241
Al-Kindi, Omar 24 96311 3650239
Allam, Farid 39 96311 3998718
Bennett, Simon 19 96311 3650253
Fakhry, Samer 12
Carter, John 16 96311 3998724
Assaf, Najwa 22
Jaber, Abdulkareem 11 96311 3998721

J Room and telephone numbers

16 Read, listen and repeat.
A Whos in room sixteen?
B John Carter.
A Whats his telephone number?
B Three double-nine eight seven two four.
B Whos in room twenty-two?
A Najwa Assaf.
B Whats her telephone number?
A I dont know.

17 Work in pairs. Have four similar conversations about other room numbers on the list.

8
K Mathematics Functions of management
18 Study and learn the words.

Symbol Word(s) Example

+ plus Seven plus nine equals sixteen. (7 + 9 = 16)
- minus Nine minus seven equals two. (9 - 7 = 2)
x times Three times four equals twelve. (3 x 4 = 12)
divided by Twelve divided by four equals three. (12 4 = 3)
% per cent Twenty-five per cent of forty equals ten. (40 x 25% = 10)
Nought point two five plus one point seven five equals two.
. point (0.25 + 1.75 = 2)

19 Say.
1 12 + 3 5 10 - 10
2 12 - 3 6 13 + 14
3 12 x 3 7 20 x 10%
4 12 3 8 47.8 - 16.4
20 Now ask and answer about the calculations above.
Example
A Whats twelve plus three?
B Twelve plus three equals fifteen.
21 Listen to the teachers questions and calculate the answers.

L Different functions
22 Match the management functions in the box with their denition.

Directing Organising Staffing Controlling Planning

1 is the ongoing process of developing the businesss mission and objectives

and determining how they will be accomplished.
2 is establishing the internal organisational structure of the organisation. The
focus is on division, coordination, control of tasks and the flow of information within the
organisation.
3 is filling all positions in the business with qualified people. Recruiting,
hiring, training and evaluating are the specific activities included in the function.
4 is influencing peoples behaviour through motivation, communication, group
dynamics, leadership and discipline. The purpose is to channel the behaviour of all personnel
to accomplish the organisations mission and objectives.
5 is measuring and reporting actual performance and taking corrective or
preventive action as necessary.

9
2 Management
1
Concepts
A Dialogue
Listen and read, then answer the
questions.
Simon: Hello, Helen. What is wrong?
Helen: I am having a problem finishing my
work on time!
Simon: Oh! Well, managing time is a very
important skill its not easy to cope
with all the work and finish on time.
Helen: I envy the people who naturally have
good time-management skills. Others,
like me, have not been able to develop
these good habits.
Simon: You know, time is probably the most
valuable asset available to people and
organisations. Understanding how to
manage ones time can contribute to
the success of our professional lives. I
will give you a book about this topic;
it may be helpful.
Helen: Thank you Simon. I will try to read it
and give it back to you next week.
A week later ...
Helen: Hi, Simon ... I want to tell you what I
learned from the book you gave me!
Simon: Hello, Helen. Ok, go ahead.
Helen: There are three skills I need to develop
to be good at time management and
these are the development of suitable
personal qualities, the development
of short- and long-term goals and the
effective use of computers.
Simon: Well, that is a lot of work!
Helen: Yes, these skills need time to be
developed but if I practise them I think
I will overcome my fear of deadlines!
10
Questions
1 What is the problem that Helen is facing?
2 Is it a common problem that employees face?
3 Is there a solution to the problem?
4 What are the three skills that need to be
developed?
5 Do you know these skills? Can you explain
each one of them in one sentence?
B Listening
2 Listen to the definition of Human
Resource Management and fill in the
blanks with the key words in the box.
benefits care and logic efficiency
fairness hiring recruitment
Human resource management is the function
within an organisation that focuses on the
of management and providing
direction for the people who work in the
organisation. Human Resource Management is
the organisational function that deals with
issues related to employees such as
compensation, , safety,
health, , employee motivation,
communication, administration and training.
The Human Resource Management Department is
designed for those who want to become a
member of management in any profession at
any level. Employees of the human resources
department should have two major skills:
 Management Concepts
comprehend that human resources should be D Reactive Management vs
managed with _
recognise that human resource decisions Predictive Management
affect the _ _ of employment
4 The following are denitions of two different
relationships, the attitudes and behaviours styles of management. Read them, then
of employees and the _ of the decide which skills relate to which style.
organisation.
Reactive management deals with problems
C Manager / Leader as they come up. However, predictive
management focuses on reducing the number
Manager / Leader Traits of problems.
Directs energy toward Directs energy towards If you are good at reactive management,
goals, resources and guiding people to you are .
organisation structure, discovering practical If you are good at predictive management,
determining the solutions. you are .
problems to be solved.
1 more aware of the important issues than
Sees the world as Sees the world as full the merely urgent ones.
relatively impersonal of colour and is con- 2 creative and able to develop many
and static (black and stantly blending new solutions.
white). colours and shapes. 3 more focused on why something went
wrong, rather than what can be done to
Influences people Influences people fix it.
through the use of through altering 4 able to keep the big picture in mind when
logic, facts and reason. moods, evoking images working through the details.
and expectations. 5 calm and in control in the midst of a
crisis.
Vi ews work as an Vi ews work as 6 thoughtful and analytic.
enabling process, developing fresh 7 innovative and able to find new ways to
involving a approaches to old solve problems.
combination of ideas, problems, or finding 8 decisive and able to act quickly.
skills, timing and new options for old
people. issues.

Has a low level of Takes in emotional

emotional involvement signals from others,
in their work. incorporating them
into the relationship
with individuals.

3 Work in pairs. Read the above traits and

compare them. Which traits do you believe
are better for dealing with responsibilities?
Start your conversation as follows:

Example
Student A: I think it is good for managers to keep
away from being emotionally involved in their work.
Student B: I dont agree with you. I think that good
managers should at least understand the emotional
state of the employees they are dealing with.
Student A: .......

11
E Vocabulary F Grammar
5 Match the phrases to the pictures.
1 filing Present continuous tense
2 having lunch Form this tense with the verb be + -ing.
3 writing a letter Examples
4 photocopying I am (not) looking.
5 greeting a visitor It is (not) working.
6 answering the telephone We are (not) coming.
7 reading a newspaper We use this tense when we talk or write
8 sending a fax about temporary activities that are
happening now.

6 Ask and answer about all the people in the

pictures.
Example
A Is Sawsan working?
B Yes, she is. Shes answering the telephone.
A Is Khaled working?
Sawsan Khaled B No, he isnt. Hes reading a newspaper.
7 Which sentences are true in your class now?
Correct the untrue sentences.
1 The teacher is standing at the front.
2 None of the students is talking.
3 The sun is shining.
4 We are all wearing the same clothes.

Charles Samer Possessive s

Short form of be Possessive form
Its Omars
Thats Helens
8 Is the s in each sentence a short form or a
possessive form?
1 This is Hudas office.
R b
Ruba Falleh 2 Susan isnt here.
3 Whats the problem?
4 Hudas Alis secretary.

Maher Lubna

12
 Management Concepts
G Reading
9 Read this article about risk management and answer the questions.

2
Risk management involves identifying, analysing and taking steps to reduce or eliminate the
exposures to loss faced by an organisation or individual. The practice of risk management utilises
many tools and techniques, including insurance, to manage a wide variety of risks. Every business
encounters risks; some are predictable and under managements control and others are
unpredictable and uncontrollable. Risk management is vital since some common types of
losses such as theft, fire, flood, injury or disability can destroy in a few minutes what may have
taken years to build. Such losses can affect day-to-day operations, reduce profits and cause physical
and financial hardship.

Transferring risk refers to the practice of placing responsibility for a loss on another party via a
contract. The most common example of risk transference is insurance, which allows a company to
pay a small monthly premium in exchange for protection against automobile accidents, theft or
destruction of property, employee disability or a variety of other risks.

Small businesses encounter a number of risks when they use the Internet to establish and
maintain relationships with their customers or suppliers. Conducting business online exposes a
company to a wide range of potential risks. As of the early 2000, the insurance industry had not
made policies widely available to protect businesses against the risks of e-commerce. As a result,
business owners had to include Internet security in their risk analysis and management activities.
Questions
1 Match the words with their denitions.
1 encounter a necessary
2 vital b group
3 hardship c come upon
4 party d a variety of
5 wide range of e probable
6 potential f difficulty

2 Put the following titles in the right place (1-4) in the text.
A The Importance of Insurance
B Internet Issues
C Risk Management
D Why Manage Risk?

3 What are the types of losses that the text discusses and what are their effects on companies?
4 How does insurance work in risk management?
5 Are businesses protected against Internet risks? Explain.

13
H Spelling rules J Language skills
12 Choose the correct word.
VERB + -ing
V erbs ending in a consonant + e 1 Is a computer in the office?
write + ing = writing a there b their
make + ing = making c they d them
live + ing= living 2 desk is that?
recite + ing = reciting
a Who b Where
V erbs ending in a short stressed vowel + c Whose d How many
one consonant
3 Im sorry you.
begin + ing = beginning
get + ing = getting a troubling b Im troubling
travel + ing = travelling c trouble d to trouble
run + ing = running 4 How many photocopiers ?
a there is b there are
Other verbs c is there d are there
visit + ing = visiting 5 Which machines not working?
read + ing = reading
see + ing = seeing a arent b is
stand + ing = standing c are d isnt
6 Thank you your letter.
10 Write the missing words. a for b here
have + ing = c with d at
sit + ing = 7 Huda having lunch?
swim + ing = a Is b Are
eat + ing =
c Has d Will
send + ing =
drive + ing = 8 Are they coming? No, .
put + ing = a there arent b he isnt
open + ing = c it isnt d they arent.
save + ing =
lose + ing = 9 Can you help me this computer?
a for b with
I Punctuation c to d in
11 Eight of these sentences need one or two 10 Theres something wrong it.
apostrophes. Add them where necessary. a for b with
1 Hes visiting a customer. c of d by
2 Shes Alis secretary.
3 Those are your files.
4 Whos your secretary?
5 Whose telephone is this?
6 I dont know.
7 How many people arent here today?
8 Im Mike Harpers secretary.
9 This is my sisters bag.
10 Hes my brothers manager.

14
3 Appointments
A Dialogue
1 Listen and read. Then answer the questions.
Q uick. I must write it down.
Paul Sawyers is meeting
Mr Roberts for lunch at 1.30
on Thursday. Thats the day
Right then, Mr Sawyers. after tomorrow.
1.30 on Thursday the
12th. G oodbye.

Oh no! Hes having

Sally, am I doing lunch with Richard
anything important Bean on Thursday.
on Thursday?

Now hes got three

lunch appointments for
Thursday!
... because Im taking
the afternoon off. Its my
wifes birthday and Im
meeting her for lunch.
Questions
1 Sally is talking on the telephone .
a) about an appointment b) to Mr Roberts
c) on Thursday d) at home
2 Mr Roberts has two business appointments on Thursday.
a) with Mr Bean b) in the morning
c) at 1.30 d) after lunch
3 He is leaving the office on Thursday.
a) after lunch b) at lunch time
c) in the afternoon d) and then coming back
4 Whose birthday is on the 12th?
5 What is Sally' s problem now?

15
B Listening D Fixing a date
2 Study the information. Then listen and
4 Complete the dialogue. The information
complete the times in the appointment book. below will help.
The time We say ... or ... A: Let' s meet on Monday the 23rd.
B: I can' t. How about the day after that?
9.00 nine nine o'clock A: Tuesday the . OK. What time?
9.15 nine fifteen quarter past nine B: Half past four?
A: Right then. 4.30 on the 24th.
9.30 nine thirty half past nine
9.45 nine forty-five quarter to ten We use ordinal numbers with dates.
1st first
2nd second
3rd third
Monday 4th fourth
5th fifth
10.15 See Mr Pearson 6th sixth
Sales meeting 7th seventh
Visit the new warehouse 8th eighth
Train to Manchester 9th ninth
10th tenth
11th eleventh
12th twelfth
13th thirteenth
14th fourteenth
C Telling the time 15th fifteenth
3 For each clock, answer the question in two
different ways. 20th twentieth
21st twenty-first
Question: What time is it? 22nd twenty-second
23rd twenty-third
24th twenty-fourth
30th thirtieth
31st thirty-first
1 2 3
5 Practise the dialogue in pairs. Use different
dates and times.

4 5 6

7 8 9

16
 Appointments
E Vocabulary
Months
January February March
April May June
July August September
October November December

6 Answer the questions.

1 Which month is directly before July?
2 Which month is directly after November?
3 Which is the second month of the year?
4 Which is the ninth month of the year?
7 Work in pairs. Ask and answer eight more questions like exercise 6.

F Dates
We write We say
1st January the first of January
4th March the fourth of March
8 Say these dates.
1 21st February 2 22nd April
3 31st December 4 3rd September
5 19th May 6 23rd August
7 14th July 8 12th June
9 3rd January 10 11th October

G Grammar
Present continuous and time phrases
We use the present continuous to talk about future appointments.

9 Make questions with the verb in the present

continuous. Add a preposition (on, in or at) if
necessary.
1 What time - she - arrive - Thursday?
What time is she arriving on Thursday?
2 Who - you - meet - this afternoon?
3 Where - you - go - Friday?
4 you - come - to the office - Thursday?
5 he - arrive - 6 o' clock?
6 Who - meet - Mr Roberts - 12th June?
7 What - you - do - tomorrow?
8 he - go - to London - July?
9 they - leave - 2.30?
10 she - have - a holiday - December?

17
H Reading
10 Read the information and answer the questions.
Telephone calls from Damascus to London are expensive. Letters are slow. Email messages are
cheap and fast.
In the first picture, Sally is writing an email message on her computer in London. The second
picture is a few seconds later. Huda is reading the message on her computer in Damascus. This
message is about fixing a date for Mr Ali to visit Mr Roberts at TST UK.

Questions
1 What are the advantages of email messages?
2 Are these messages written on paper?
3 Who wants to go to London?
11 Read this email message. Then complete the notes and decide which dates are good for Mr Ali's
visit?

FROM: Sally Harding<s harding@ tst.co.uk>

TO: Huda Kassem<hk assem@ tst.com.org>
SUBJECT: Vis it to TST
DATE: 9 February 2009

Huda
Thank you for your message.
Next week is not good for Mr Al-Mathiab' s visit. Monday 2nd is a holiday.
Don Roberts is going to Paris on Tuesday morning and returning on Wednesday evening.
Then we are having our sales conference on the 5th and 6th.
The week after next is good. Mr Roberts suggests Monday 9th to Wednesday 11th.
Best wishes
Sally

MON 2
TUES 3 Don Roberts in Paris
WEDS 4
THURS 5
FRI 6

18
 Appointments
I Dates on faxes and letters K Commercial communications
In commercial correspondence, we can write
14 Look at the underlined words. Give one
dates in different ways: example of a situation where you might use
25th February 2009 each type of communication.
25 February 2009
25 Feb 2009 1 Write a memo to a department
25.02.09 2 Write a letter
(Americans write the month first, for example: 3 Send a fax
Feb 25 2009 or 02.25.09) 4 Send an email
5 Use the notice board
12 Write these dates in number form. 6 Make a telephone call
1 9th March 2009 7 Make an appointment
2 31st August 2010 15 You are a secretary at TST. Match the
3 22nd October 2012 instructions in Exercise 14 above to these
4 13 Apr 2011
5 6 Jun 2009 situations.
6 1 Nov 2009 1 You must speak to a secretary in
another company.
J Addresses 2 You must send a copy of a document to
London. It must arrive today.
13 Look at this letter from TST. How many 3 You are sending a catalogue to a
mistakes can you nd on the envelope? customer. You must also write to
the customer.
4 You must give a written message to
Mr Peter Soames someone in the office.
109 Mill Road 5 You must get some information from
London WC2 3RJ TST UK. You must get it today.
UK 6 Your boss wants to visit an important
customer next week.
Dear Mr Soames 7 Your boss says, ' Here are the new fire
safety instructions. Put them where
everybody can see them.'

mr peter Soames
109 mill road
london wC2 3RJ
UK

19
4 Money and
1
Banking
A Dialogue
Listen and read the dialogue in a bank. Then ll in the form.
Banker: Good morning! How can I help you?
Salah: Id like to open a bank account, please.
Banker: Right. What kind of account current or savings?
Salah: I need a current account, and Id also like a credit card and a debit card.
Banker: I see. Ill take down your personal details in a minute. Will you need an overdraft?
Salah: Will I need a what? Sorry? I didnt catch that.
Banker: An overdraft. Some customers know in advance that they will need an overdraft.
Salah: No, I probably wont need one. Not at first, anyway.
Banker: We have a Privilege Account. It only costs 6 a month and you get lots of free benefits,
like travel insurance and a 100 overdraft, if you should ever need one.
Salah: Im sorry. Im really only interested in free banking.
Banker: I see. Are you a student? TICK TYPE OF
Salah: No, Im on a work assignment in London with an
affiliate company; Ill be here for at least a year. ACCOUNT REQUIRED
CURRENT ACCOUNT
Banker: I see. Id like to suggest our standard Current Account.
That will give you free banking providing you stay in Privilege
credit. Are you interested in Internet banking? (Subscription @ 6 p.c.m.)
Salah: Not for now. My office is just round the corner, so its Current
quite easy for me to get to the bank during opening (with overdraft facilities)
hours. Cashminder
Banker: OK. Ill put a leaflet in your information pack, in case (no overdraft facilities)
you change your mind.
Saving account
Questions
1 How long will Salah stay in London? Visa credit card
a 1 month b 3-6 months c 6-12 months d 12+ months Debit card
2 Why isnt Salah interested in Internet banking?
3 How does Salah get the banker to repeat something? (3 phrases)
4 Underline the three phrases in the dialogue that mean if .
5 Why do you think the banker recommends the Privilege account?
a Because customers like free benefits. b Some people cant obtain an overdraft.
c The bank makes bigger profits from this account. d Free banking isnt very popular.
6 Which account would be most suitable for a student, a person with a family and an office
worker?
20

B Listening
2 Listen to the dialogue about banks and
note the information in the pie chart.
Money and Banking
D Talking about money
6 Complete the sentences and questions with
a word or phrase from the box.
coin bills coins p.a. change supply
the money note to the pound once a year

1 How would you like ?

2 To make a phone call, put a 20p
in the slot.
3 Calculate the missing percentage. 3 Retailers need to keep a of
coins.
4 How many Euros do I get ?
C Asking for repetition 5 Could you give me two ten-dollar
Asking politely for repetition. for this twenty, Maam? ($20)
6 I found this 5 in your jacket
(Im) sorry? / Pardon? pocket.
Excuse me? / Pardon me? (both American 7 Interest is added to the account .
English.) 8 Salaries for cashiers start at 17,000
.
Asking for repetition with a Wh- question 9 Excuse me, have you got for this
Can I speak to Helen? (To) who? 50 note?
I dont like his suit. His what? 10 The UK has no 1 notes; instead it has
Your appointments for Monday. For when? 1 and 2 .
If you are not sure that you heard correctly, 7 Where might you hear or read the sentences
or are surprised and questions in 1?
I have a message for you.
A message? For me? Example
If you have forgotten what somebody said 1 How would you like the money?
You might hear that in a bank.
Whats the number of the street again?
8 Learn the following words for US coins.
4 Ask politely for repetition.
Example 1 cent a penny
5 cents a nickel
A Your plane leaves at 8:40. 10 cents a dime
B Pardon? When? 25 cents a quarter
A Eight forty in the morning.
1 Ive got a packet here for Ms Jones.
2 Could you put me through to the Loans
Department?
3 The office is on the 27th floor.
4 Your taxi is here, sir.
5 The room rate is 5,520 S.P a night.
6 The overdraft rate is 11.5%.

5 Practise in pairs. Take it in turns to ask for

repetition.
1 Give your partner an address.
2 Give your partner an email address.
3 Give your partner directions.
4 Give a colleague a message.
5 Tell your friend a place to meet in town.
6 Tell your partner about a film / book /
video you enjoyed.

21
E Vocabulary: Formal words/phrases in banking
9 Find formal words / phrases in the box for the words / phrases in italics.
complete free of charge require occasionally available tariff typically advise
1 Are statements free or do I have to pay for them?
2 This is our list of charges for current accounts.
3 From time to time, we open half an hour later on Wednesday mornings.
4 The cashiers are usually busiest at lunchtime on Saturdays.
5 When is the loans manager free?
6 Would you please fill in this form, sir?
7 We will tell you about any changes in interest rates on your deposit account.
8 Will you need a debit card to use with your current account?

F Grammar
Imperatives
We use the imperative form to tell people to do things and not to do things.
Examples
Give me the papers. your expenses.
your ID. Look at this column.
Spell your surname. Show me the papers. Dont look at those papers.
the address. the account.
Send your CV.
10 Work in pairs like this: A gives an instruction. B responds to the instruction.

Example
A Give me the papers.

B Im sending them by fax.
A Dont look at this column.
B I am not looking at it. I am looking at my expenses.
11 After ve instructions, B gives ve instructions and A responds to them.

12 Write a, an or the where necessary.

1 Our offices are in Damascus.
2 They are in large building.
3 building is near the university in Damascus.
4 My office is on first floor.
5 Ali was in London in February.
6 There is photocopier on ground floor and another photocopier in
Omars office.
7 My brother is leaving school next year. He wants to be secretary in
international company.
8 Theres fax machine and computer in that office, but computer
isnt working.

22
 Money and Banking
G Reading
13 Read the list of FAQs*, then answer the questions.

A customers guide to Internet Banking

What does the service cost to use?
The Internet Banking Service is free of charge. However, customer service request
options like extra statements do attract a charge, which is shown on the banks
standard tariff.
What do I need to use the service?
Firstly, you need to have a Downtown Bank Account and an e-mail address.
When is the Internet Banking Service available?
The service is available 24 hours a day, every day of the year. However,
occasionally we need to do routine maintenance on the service and this is done
typically between the following times:
Monday-Saturday: 03:00-03:30 Sunday: 12:00-06:00
A message will be displayed on your screen to advise you if the service is not
available.
Can I apply online for an account?
Yes. Select Personal Products from the home page, select the product you require
and click on Apply Now. You can then complete an online application that is sent
securely to the bank.
Which personal accounts can I see online?
You should be able to see all your personal accounts when you log into the service.
Will I still receive paper statements?
You will still receive paper statements. We are reviewing this situation at present and
will advise customers in due course should the situation change.
When are my balances updated?
Balances change as soon as transactions are passed to the account.
Is the service safe and secure?
The Internet Banking Service is protected by several layers of security, including two
layers of encoding technology.

Questions
1 What kind of services will you have to pay for?
2 Will you always have access to the online banking service?
3 How can customers open an account?
4 Can other people (in addition to yourself and the bank) find out details about your account?
5 What does this in Answer 3 refer to?
a make Internet banking available b do repairs
c serve customers d change the opening times
6 should the situation change in Answer 6 means:
a customers want a change b if the situation changes
c the bank wants a change d the situation must be changed
7 What are the main advantages of Internet Banking for banks and customers?
* Frequently Asked Questions
23
H Compound nouns
We can put two nouns together to make a compound noun.
Examples
Titles: Loans Manager
Accounts: savings account
Banks: highstreet bank
Internet: website
Documents: information pack
14 Find six more compound nouns in the box in Section A.
15 Explain these compound nouns briey.
Examples
a savings account
an account that pays interest
a highstreet bank
a well-known bank that you find on a city high street
an information pack
a pack with information
1 an overdraft facility
2 a bank account
3 Internet banking
4 travel insurance
5 opening hours
6 a debit card
7 an online application form
8 a paper statement
9 a funds transfer
16 How many compound nouns can you make using two or more of these words?
account Internet online
experience leaflet rate
manager computer office
bank banking card

24
Culture and
Values 1
Friendship
Read the following dialogue and answer the questions.
We asked some women what they believe about friendship and they replied in the following ways.
Woman one: Friendship begins at home. I consider my sister a close friend. But for others, family
bonds arent as tight. Many people feel closer to their friends than they do to their sisters.
Woman two: Friends dont need to have everything in common.
Woman three: Many people say that they can rely on their friends to be there for them no matter
what. The favours extend both ways. I would drop everything to help my best friend through a
crisis. Many good friends would donate an organ or bone marrow to a sick friend. But I would not
tell a lie for a friends sake.
Woman four: Not all friendships last forever; Ive parted ways with a good pal at some point.
Some would outgrow each other, and others may split over an unforgivable act.

Questions
1 Give each of the womens answer the right title.

)T
4AKES
!LL
+INDS


??????????

"YE
"YE
"YE


??????????

)S
"LOOD
2EALLY
4HICKER

??????????

!NYTHING
FOR
A
0AL


??????????

A
4IGHT

,ET
GO
2 Match the words from the text with their meaning.

B
&AVOUR

,OSE
IN
THE
COURSE
OF
MATURATION




C
$ROP

2IGID



TURATION

D
$ONATE

'IVE








E
/UTGROW



(ELP
3 Which of the four answers you prefer best to describe friendship? Explain your answer.

D EBATE
Situation: Susan feels she is not as popular as her friends. She hopes to become popular by imitating
her friends and not being herself.
What do you think?
How could you have handled the situation better? What do you think Susan should do?

25
5 Bank Accounts
A Dialogue
1 Listen and read. Then answer the questions.

John: I need some money from the cash machine. Do you mind waiting?
Falleh: No problem. I dont have a bank account. How does it work?
John: Well, first you open an account. In other words, you put some of your money in the bank,
and the bank gives you an account number, a cheque book and a cash card.
Falleh: Thats a card that you can use with a cash machine.
John: Yes. The machine reads the account number on the card and gives you the money.
Falleh: You mean it gives you money from your account?
John: Thats right. Then every month, the bank sends you a statement. Thats a list of all your
transactions; I mean all your credits and debits. And it shows the balance, in other words,
how much youve got in the account. Sometimes the account is overdrawn.
Falleh: Overdrawn?
John: That means the balance is negative.
Falleh: Ah. You mean youve spent more than youve got.
John: Yes. Thats bad because then you have to pay interest.
Questions
1 Is Falleh in a hurry?
2 Which person has a bank account?
3 When does a bank give you an account number?
4 What can you get if you have a cash card?
5 Why does the cash machine need your account number?
6 How do you know how much money youve got in the bank?
7 What happens if your account is overdrawn?
26
 Bank Accounts
B Listening 6 Work in pairs. Ask and answer the questions
in task 5.
2 Complete Johns explanation. Then listen
and check your work.
First you put (1) in the machine.
Then you key in your PIN. Thats a secret
(2) that the bank gives. Only you
and the (3) know this number. Then
you look at the screen and you choose
how much (4) you want. You have
to wait while the machine checks to see
whether youve got (5) money in
your account. It takes only a few
(6) Then the machine gives you the
money from your (7) .
C Rephrasing
3 Discuss these questions about the dialogue
in section A
1 John and Falleh sometimes rephrase
things (= repeat things using different
words).
Find eight examples in the dialogue.
2 Which person rephrases to check his
understanding?
3 Why does John rephrase things?
4 Rephrase these sentences. Use in other
words ...
Example
1 Im overdrawn. In other words, Ive got a
negative balance.
2 The balance of my account is 15,144 S.P.
3 This is a cash card.
4 Ive just received a statement.
5 Ive forgotten my PIN.
6 Ive decided to put some of my money in
a bank.

D Explanations
5 Complete the questions.

what how (x2) by can (x2) think if

1 How you get a cash card?

2 Can you explain to me a bank
statement is?
3 What happens you spend too much?
4 What do you mean pay interest?
5 do you write a cheque?
6 What do you payee means?
7 you tell me how to open a bank
account?
8 Do you know to use a cash machine?

27
E Vocabulary
7 Discuss these questions.
1 When you get some money, do you like to spend it or save it?
2 Do banks lend money or borrow money?
3 If you need cash from the bank, do you withdraw it or pay it in?
4 If you borrow from the bank, does the bank pay interest or charge interest?
5 If you write a cheque, does the bank debit your account or credit your account?
6 If you have a two hundred Syrian pounds overdraft, do you have S.P. 200 or owe S.P. 200?

8 Learn and use these verbs in meaningful sentences related to money.

borrow charge credit debit lend owe pay save spend withdraw

F Grammar

The present simple tense

We use the present simple tense for things that are true all the time
(I like ice-cream) and for things that we do regulary (she travels to work
by bus).
Questions, short answers and negatives are made with do and does.
I/You/We/They travel go do have
(Note the spelling)
He/She/It travels goes does has
Question Short Answer Negative
Do you like ... ? Yes, I do. No, I dont. I dont like ...
Does he like ... ? Yes, he does. No, he doesnt. He doesnt like ...

9 Read about Hudas day. Then ask and answer, as in the examples.
Hudas Day
9 a.m. starts work
morning opens accounts, writes cheques
1 p.m. has lunch
afternoon does filing and photocopying
5 p.m. goes home

Example 1
A When does she start work?
B She starts work at nine oclock.
Example 2
A Does she start work at eight?
B No, she doesnt. She starts work at nine.
A Does she open accounts in the morning?
B Yes, she does.
10 Make four sentences about the working day of a person that you know.

28
 Bank Accounts
G Reading
11 Read the text, then answer the questions.
The information in bank statements is presented in columns and rows. For example, the date
column lists all the dates when something happened. Each row tells us what happened on a
certain date. If you want to find information quickly, you have to choose the correct column,
scan quickly down to the correct place, and then scan across the row to the answer. A lot of
the business documents are like this.

High Street Branch Your statement

Manchester Account name Ms Anne Bell
Account number 20693056
Statement date 30 April 2002
Date Details Paid out Paid in Balance

31 Mar brought forward 10.00

01 Apr cash 50.00 40.00 DR*
03 Apr cheque 886227 139.99 179.99 DR
04 Apr salary from BT Ltd 1250.00 1070.01
07 Apr cheque 886228 500.00 570.01
12 Apr cash 100.00 470.01
19 Apr cheque 886229 84.35 385.66
20 Apr cash 100.00 285.66
28 Apr interest 0.20 285.46
30 Apr balance carried forward 285.46

Questions
1 How many columns does this statement have?
2 Whose statement is it?
3 What is her account number?
4 How much did she have in her account on 31st March?
5 What did she do on 1st April?
6 Did she receive or withdraw money on 4th April?
7 On which date was the balance highest?
8 On which date was it lowest?
9 How much did she have at the end of the month?
10 For how many days was the account overdrawn?
11 How much interest did she have to pay?
12 How much cash did Ms Bell take out of the bank in April?

12Explain
1 Why was the balance 10 70 when she had just received 1250?
2 Why did she pay only 20 pence interest?

* The letters DR indicate an overdrawn balance

29
H Compound nouns
We can put two nouns together to make a compound noun.
Examples
cash + machine = cash machine
cash + card = cash card
date + column = date column

Pronunciation
The first noun is the stressed word in a compound noun.

13 Find three more compound nouns in the dialogue in section A. Be careful to pronounce them
correctly.
14 Explain these compound nouns briey.
Examples
a bank account = an account at a bank
a cash machine = a machine that provides cash
a cheque book = a book with cheques in it
1 a bank clerk
2 an account number
3 a cash card
4 a business document
5 a business letter
6 a stationery supplier
7 an insurance company
8 a hotel bill
9 an application form
10 a bus station
15 How many common compound nouns can you make using these words?
man business card
machine number telephone
fax invoice accounts
departments sales

30
6 Customer Service
Dialogues
1 Read the telephone conversations.
and Loans
Complete the receptionists sentences either
with commercial or personal. Then listen and
check.

Receptionist: Ill put you through to our

loans departement.
1 Caller: Thank you.
Receptionist:
st: Bonds Bank.
Bank Good morning.
morning
Caller: Hello. Im phoning to ask about Receptionist: (Pause) Trying to connect you,
a loan. Its for repairs for my please hold the line.
house. Caller: OK.
Receptionist: Ill put you through to our Receptionist: (Pause) Im afraid the lines busy.
loans officer. Will you hold or call back later?
Caller: Thank you. Caller: Ill hold.
Receptionist: (Pause) Its ringing now.
2 Caller: Thank you.
Receptionist: Bonds Bank. Good morning.
Caller: Hello. Im planning to start a 2 Why do the people in the pictures want to
business and Id like to discuss borrow money from a bank?
the possibility of a loan.
Receptionist: Im afraid the person who deals 3 Who, in the pictures, wants a commercial
with loans is out, but I loan and who wants a personal loan?
can put you through to her Explain.
assistant. 4 Answer the questions about conversation 3.
Receptionist: All right. Thank you. a Has the caller contacted the bank about
3 a loan before?
Receptionist: Bonds Bank. Good morning b Why cant the caller get through quickly?
Caller: Good morning. Im calling from c What does the caller decide to do?
Cotton Traders Ltd about our
application. 31
B Listening D Switchboard work
5 Listen to three callers. Who should the Dealing with delays
receptionist put them through to? Sorry to keep you.
a the sales managers secretary Please hold the line.
b the accounts department Trying to connect you.
c the sales department Getting through
Im putting you through now.
Call 1 Call 2 Call 3
Its ringing for you, caller.
Youre through. Please go ahead.
If you cant get through ...
Im sorry but theres no reply.
Im afraid the lines engaged / busy.
Will you hold or call back later?
Would you like to try someone else?

7 Complete the dialogues.

1 A Im afraid theres no (1) from
Mr Alis extension. Would you like
(2) ?
B Yes. Ill try his secretary.
C Phoning a switchboard A Certainly. Please (3) .
B Thank you.
If you know who you want ... A Im putting (4) .
Can you put me through to Ms Huda? 2 A Could you put (5) to
Can I have extension 246? Falleh Salem, please?
Id like to speak to Mr Ali, please. B Yes, certainly. Im afraid the lines
If you dont know who you want ... (6) would you like
Im phoning about / for / to ... (7) ?
Id like to speak to someone about ... A No, thanks. Ill call (8) .
3 A Id like to speak to someone in the
sales departement, please.
6 What would you say to the receptionist?
B Right. Ill put (9) . Trying to
You want:
(10) . Sorry to (11)
1 to speak to Huda. Her extension is 114. Im afraid all the lines are
Can I have extension 114, please? (12) . Will you (13) ?
2 to enquire about a personal loan.
3 to ask the managers secretary for some B Ill hold for a minute.
information.
4 to speak to the manager. 8 Work in pairs. Practice the dialogues.
5 an application form for a job.
6 to ask about personal loans.
7 extension 434.

32
 Customer Service and Loans
E Vocabulary
9 Study the advertisement. Then make telephone conversations using Ill put you through to the
person ...
Example Westland Banks
services to commerce
1 We need to borrow some money.
bankers drafts
Ill put you through to the person who deals with loans.
credit transfer
2 We need some British pounds.
3 We need to insure our new factory. loans

4 We need help with financial planning. foreign exchange

5 We want to keep a large sum of money in the bank. deposit accounts
6 We want to move money from our account to another account.
credit references
7 One of our customers has given your name as a referee.
8 We need to send a guaranteed cheque to a supplier. insurance

financial advice

F Grammar
The two present tenses
TENSE PRESENT MEANING FUTURE MEANING
Present simple tense Permanent situations or Timetables
routines Examples
Examples The next train leaves at 11:35.
I live in Syria. Where do you What time does it arrive?
live?
I have an account at this
bank.
Present continuous tense Temporary things happening Appointments and
now arrangements
Examples Examples
This machine isnt working. Im meeting him tomorow.
Are you calling him? What time is he coming?

10 Choose the correct present and make complete sentences like the example below.
Example
1 What time (leave) the train to London?
What time does the train to London leave?
2 She usually (come) to work by taxi.
3 Can you help me? I (look for) the loans manager.
4 (you send) the cheque tomorrow?
5 All companies (need) insurance.
6 (you come) to the office by car or by bus?
7 Where (you go) now?
8 My cousin is a secretary. She (answer) the phone.
9 (he like) his job?
10 When (you call) for a meeting?

33
G Reading
11 Read the text then answer the questions.

HOW CREDIT CARDS WORK

Nowadays many businesses accept payment by
credit card, especially businesses in the tourist
industry, such as hotels and travel agents. So
how do credit cards work?
The cardholder (a hotel guest, for example)
gives his card to the cashier. The card has the
cardholders name and account number on it.
The cashier uses a small machine that transfers
the name and number from the card onto a
paper voucher.
The cashier writes the date and the amount
on the voucher, and the guest signs it. So the
voucher is like a cheque. The cashier returns the
card to the guest and sends the voucher to the
hotels bank. The bank credits the hotels
account and gets the money from the credit
card company.
The cardholder does not have to pay any real
money until later. Once a month, the credit card
company sends him a statement. He can pay
the balance in full or in part. If he does not pay
the balance in full, he must pay interest on the
debit balance.

Questions
1 What are hotels and travel agents examples of?
2 What equipment does a business need if it accepts credit cards?
3 What information goes on the voucher before the cadholder signs it?
4 collects the money for the hotel.
a The hotels bank b The cardholder
c The card company d The customers bank
5 The credit card company collects the money from
a the hotel b the bank
c the cardholder d the cashier
6 The cardholder has to to the card company every month.
a make many payments b make only one payment
c pay the balance d pay nothing
7 If the cardholder pays the balance in full every month, he interest.
a must sometimes pay b prefers to pay
c receives d never has to pay

12 Discuss: What are the advantages of a credit card for cardholders?

34
 Customer Service and Loans
H Methods of payment
13 Read and match. Which method(s) of payment (a-f) can be used in these situations?
1 Paying a taxi driver. a
2 Paying a regular business supplier.
3 Paying a big hotel bill when abroad.
4 Paying a new business supplier.
5 Paying for things in the market.
6 Paying a travel agent when on a foreign trip.
7 Paying a bill at a restaurant where you often eat.
Method of payment
a cash
b credit card
c company card
d bankers draft
e cheque
f travellers cheque

IW
Word
d stress
14 Write the correct stress pattern next to the words
a 0-o-o c o-0-o
b 0-o d o-0
overdraft 0-o-o
financial
balance
personal
transaction
voucher
account
debit
credit
insurance
commercial
connect
engaged
reply

35
7 Ofce
Equipment
A Dialogue
1 Listen and read. Then answer the questions.
Huda: Simon, Im making a list of stationery
that we need from the warehouse. Do
you need anything?
Simon: Yes. I havent got any pens.
Huda: How many pens do you need?
Simon: About six.
Huda: Which colours do you want? Blue, black or
red?
Simon: Blue, please.
Huda: Right. Six blue pens. Anything else?
Simon: No, I dont think so.
Huda: Ok. Ill give your order to Falleh. Hes in
charge of the warehouse.
Simon: Thanks. Oh, just a moment. Theres something
ing
else. I need some paper.
Huda: How much paper?
Simon: I need two boxes.
Huda: Two boxes? Thats 2,000 sheets of paper!
Simon: I know. I use a lot of paper in my job.
Questions
1 Where do they keep the stationery? 6 Who gives out stationery from the warehouse?
2 Has Simon got any pens? 7 Has Simon got enough paper?
3 How many pens does he need? 8 How many sheets of paper are there in a box?
4 What does Anything else? mean here? 9 Why does he need two boxes of paper?
5 What does I dont think so mean here?
36
 Ofce Equipment
B Listening D Getting clarification
2 Listen to Huda and Simon. Tick the 6 Match these words to the pictures.
things that Simon needs. 1 blue and black
pens 2 white and brown
pencils 3 big and small
paper clips 4 hard and soft
envelopes 5 lined and plain
sellotape 6 wide and narrow
paper
a b

c d

e f
C Saying what you need
3 Study these sentences. Then complete the
dialogue below.

I need some pencils.

7 Work in pairs. Have conversations about
each picture.
I havent got any envelopes.
Example
A I havent got any sellotape.
Huda Do you need any stationery? B Do you want wide or narrow sellotape?
Simon Yes. I some pencils. A Wide sellotape, please.
Huda Pencils. Anything else?
Simon Yes. I havent got
envelopes.
Huda Envelopes. Ok. Is that all?
Simon Yes, I think . Thank you.
4 Work in pairs.
A Ask Hudas questions.
B Answer for Salwa.
Salwa needs pens
paper clips
Omar needs paper
envelopes
5 Change roles. B asks and A answers for
Omar.
37
E Vocabulary
8 Match the words to the pictures.
rolls of sellotape sheets of paper envelopes boxes of paper clips discs
packets of elastic bands files pencils bottles of glue folders

1 2 3 4 5

6 7 8 9 10

F Grammar
9 Study the information in the box. Then complete the dialogues about the objects in E above.

Countable and uncountable nouns

Countable nouns are things that we can count.
Example There are four pencils. How many folders are there?
There are two boxes of paper clips.
Countable nouns have singular and plural forms.
Unit nouns are words like roll, box, packet, sheet and tray are followed by of.
They have a singular and a plural and they are countable.
Example I need a box of folders.
He doesnt have two sheets of paper.
Uncountable nouns are things that we cant count. Sellotape, glue and paper are uncountable
in English. We can count bottles of glue, but we cant count glue. Uncountable nouns have no
plural form.
Example There is some glue. Is there any sellotape? How much paper is there?
1 A There are some pencils.
B How many pencils there?
A Not many. Just four.
2 A There some elastic bands.
B How elastic bands are there?
A Not many. Just packet.
3 A There some paper.
B How paper is there?
A Not much. Just three sheets.

10 Work in pairs. Have similar conversations about the other pictures in E.

38
 Ofce Equipment
G Reading
11 Della Paine, ofce manager at TST UK, needs some stationery. Read this order and answer the
questions.
1 Who signed this order? 3 Who is the order to?
2 What is the date? 4 Where is the warehouse?

12 C
Complete
l t th the telephone
t l h conversation
ti bbetween
t D
Della
ll att th
the TST ofce
f and
d John
J h att the
th
warehouse.
John Hello. TST warehouse. Can I help you?
Della Hello. This is ( 1) from head office. We need some stationery urgently.
How soon can you deliver?
John We can deliver it this afternoon. Whats your order number?
Della Its ( 2)
John OK. What do you need?
Della Ten boxes of ( 3) paper clips. Five ( 4) of small paper clips.
John Five boxes of small ( 5) . OK. Next?
Della Twenty ( 6) of wide sellotape, and some hard pencils. Six
( 7) , please. Thats all.
John Ok. Ill get that all ready now. But I need the ( 8) with your signature.
Can you fax it to me?
Della Yes. Ill fax it now. Thank you very much.

39
H True/false I Mixed up words
14 Make six sentences from these words
13 Look at the order and telephone conversations in
G and say whether these statements are true or Example I have not got any pencils.
false. Correct the false statements. how pencils not
1 John works at TST UK head office. ____
2 The writer of the order is Della Paine. ____
3 TST UK head office is in Oxford. ____ have I any
4 Qty means quantity. ____
5 Della needs ten boxes of small paper many much paper
clips. ____
6 No means number. ____
7 Della wants soft pencils. ____ you some got
8 The symbol & means and. ____
9 The stationery will arrive at head
office today. ____ ? .
10 John has got the order form. ____

J Spelling
1
15 Correct the spelling of the following
2
words.
3 1 schol
4 2 filgs
3 selotape
5 4 leter
5 smal
6 6 narow
7 7 ofice
8 botle
8 9 usualy
9 10 f i f t e n
11 b e t w e n
10 12 c o f e

K Sounds
16 Read these words aloud. Which sound
(shown in colour) is different?
Example
reads meetings letters
Letters is different.
1 afternoon past telephone
2 she secretary city
3 make have day
4 go do so
5 does lunch goes
6 twenty two ten
7 think five write
8 three people which
9 paper many pen

40
 Satellites

1
8 Satellites
A Dialogue
Read the dialogue. What differences between satellite and terrestrial radio are mentioned?

Ahmed: Does satellite radio work in the same way as

terrestrial radio?
Engineer: Yes, it uses the same technology as
terrestrial radio.
Ahmed: So how does it differ from terrestrial radio?
Engineer: Well, satellite radio is digital, whereas
terrestrial radio is analogue. Digital radio
gives a far better sound and has more
channels.
Ahmed: Are there any other differences?
Engineer: Yes there are. Satellite radio is transmitted
from space. Thus, it covers a considerably
larger area than terrestrial radio.

B Listening
2 After listening, use the information in the text to compare satellite and terrestrial radio.
Include type of signal, station transmitter, height of transmitter, receiving antenna, CD quality
sound and channels per signal.

features satellite terrestrial

format of signal digital analogue

41
C Satellite radio
3 Label the diagrams with words and phrases from the list.
dish patch antenna short wire antenna signal from earth station
satellite signal from satellite radio receiver

42
 Satellites
D Reading
4 Read the text quickly, then answer the question.

Satellite radio
What is satellite radio?
It is a new technology. Digital radio waves are transmitted from a satellite
in space to radio receivers on Earth. Satellite radio began in the 1990s,
whereas people have used terrestrial radio since
5
the early 1900s.
How does it work?
Many different Earth stations send programmes
(such as music or sport) to the satellite using
a dish. The satellite mixes all of these into a
10
single digital signal. It then transmits this signal
to radio receivers. The receivers have short wire
antennas or patch antennas which can receive
digital signals from space.
How does satellite radio differ from
15
terrestrial radio?
Their basic technology is the same. In both
types of radio, a rapidly changing electric current is converted into a sine
wave by an oscillator. The sine wave is then modulated to carry data (such
as music) to be transmitted through an antenna.
20
However, in satellite radio, the data is digital instead of analogue. Another
difference is that the signal is transmitted via a satellite, whereas a
terrestrial signal is transmitted directly from the antenna tower to the wire
antenna on the radio receiver.
What are the advantages of satellite radio over terrestrial radio?
25
First, it provides considerably more choice. A digital radio signal can
contain hundreds of channels at the same time, whereas an analogue
signal can contain only one channel. Secondly, the signal is significantly
clearer. It has CD quality sound that never fades. Finally, it has far more
coverage.
30
How much more coverage does it have?
A terrestrial radio antenna is only about 100 metres high, but a satellite
orbits at more than 35,000 km above the Earth. As a result, a terrestrial
radio antenna can only transmit up to a maximum distance of about 65
km (or 13,000 square km), whereas a satellite transmitter can transmit to
35
an area of about 14 million square km.

Question
5 What do these words refer to?
a It (line 2) b these (line 9) c Their (line 16)
d it (line 25) e the signal (line 27) f it (line 28)

43
E Vocabulary
6 Put the right wh - word in the right place.
Whom Where When Which Whose What Who How

a can manipulate this satellite? e is this noise coming from?

b did you ask to fix the radio transmission?
c is happening to this antenna?
d one gives a better sound?
f does this machine work?
g responsibility is it to put the
transmitter on?
h does the digital radio start
giving a signal?

F Questions about a system and its operation

7 Supply questions for these answers. Use information from this lesson.
Example (a) What does a satellite radio system consist of?
(a) ? It consists of broadcasting stations, Earth stations, a satellite, and digital
receivers.
(b) ? It uses the same technology as terrestrial radio, except for two
differences.
(c) ? One is that the signal is transmitted by satellite. The other is that it is
digital.
(d) ? The main function of a patch antenna is to receive digital radio signals
from the satellite.
(e) ? They are extracted from the sine waves by means of the detector.
(f) ? They are used because they can carry hundreds more channels, and their
sound quality is much better.

G Relative clauses
8 Join these pairs of sentences using the words in brackets.
Example (a) Satellite radio is a new technology in which digital radio waves are transmitted to Earth by
satellite.
(a) Satellite radio is a new technology. Digital radio waves are transmitted to Earth by
satellite. (in which)
(b) Music and sports programmes are sent by fibre-optic cable to the Earth station. Here they
are mixed and transmitted to the satellite. (where)
(c) An oscillator produces a sine wave. This sine wave is then modulated so that it can carry
data such as music and voices. (which)
(d) Terrestrial radio signals are sent by fibre-optic cable to an antenna tower. From this tower,
the signals are transmitted to all radios within a 65 km radius. (from where)
(e) Nowadays in Damascus you can see that many radio receivers are equipped with patch
antennas. These patch antennas are able to receive satellite radio signals. (which)

44
 Satellites
H Phoning up to ask about a job in a phone company
9 Read and listen to this dialogue. Then practise parts of it.
Secretary: Good morning. This is Mobile Force. How can I help you?
Ahmed: Good morning. My name is Ahmed Salem. Im phoning about a job in todays
newspaper.
Secretary: Which job is it?
Ahmed: Sales supervisor in the mobile phone department. Reference number 388.
Secretary: Ah yes. What would you like to know?
Ahmed: What is the deadline for applications?
Secretary: You have to send a letter of application and your CV by January 15th.
Ahmed: Thanks. When will the interview take place?
Secretary: On January 30th.
Ahmed: Thanks. Would you mind telling me how many candidates there are?
Secretary: Im sorry, I dont know.
Ahmed: Never mind. Will the job be based in Aleppo?
Secretary: No, itll be based in Damascus. You would have to be able to travel all over Syria
and the Gulf.
Ahmed: I see, thanks. OK, Ill send in my application today.
Secretary: Fine. Goodbye.

I Note-making
10 Complete the notes Ahmed made before and during his phone call.

Job title: Location of job (city): Number of candidates:

sales supervisor ............................................... ...............................................
Department: Travel required: Date of interview:
............................................... ............................................... ...............................................
Reference number: Documents needed: Deadline for application:
............................................... ............................................... ...............................................

J Make a phone call

11 Have a similar phone conversation with your neighbour, using the notes below.

Job title: Location of job (city): Travel required:

Junior technician Homs Damascus and Homs
Department: Documents needed: Number of candidates:
Building Dept. CV, application form over 50
Reference number: Deadline for application: Date of interview:
BD 368 12th February 1st March

45
Culture and
Values 2
Childrens Rights
Read the following dialogue and answer the questions.
Amal: Samira, have you thought of a topic for our term paper?
Samira: Well, how about doing something about childrens rights?
Amal: Great idea! Why dont we write about the rights of handicapped children?
Samira: That seems interesting! We can talk about their right to grow up in a healthy and normal
environment and to have freedom and dignity just like normal children. Moreover, handicapped
children should be protected against all forms of neglect, cruelty and humiliation.
Amal: I totally agree. Unfortunately, some people mistakingly believe that handicapped people in
general and children in particular have no human rights.
Samira: I totally agree. I hope that we can change their views after they read our term paper. Ill
start doing the research right now.
Amal: Ok! Ill help you.

Questions
1 What do Samira and Amal decide to write about?
2 Name the rights of the handicapped that are mentioned in the text.
3 Can you think of some of the rights of handicapped children that are not mentioned in the
dialogue? Name one.
4 How do some people look at the handicapped? Do you agree with them, why or why not?

D EBATE
Situation: Like many teenagers, 16-year-old pop singer Tiffany did not get along with her mother.
But unlike most teenagers, Tiffany had millions of dollars in recording and performance revenues,
and felt that her mother was not making smart career moves. In March 1988, Tiffany wanted to be
granted the right to control her own finances.
What do you think?
Does a teenager like Tiffany, for example, have the wisdom, experience, and maturity to make
irrevocable choices that will shape her future life?
46
9 Friendship
A Dialogue
1 Listen and read. Then answer the
questions.
Salwa, a receptionist at TST, is leaving today,
so there is a party for her.
Helen: Hello, Huda. Im not late, am I?
Huda: No. The partys just beginning. Would you
like something to drink?
Helen: Yes, please.
Huda: What would you like?
Helen: Ill have some orange juice, please.
Huda: Here you are.
Helen: Thank you.
Huda: Would you like some chocolate cake?
Helen: No, thanks. Im not hungry at the moment. WouldW ld you like
lik some??
Huda: Oh, yes! It looks delicious! Oh, heres Salwa.
Salwa: Hello. Are you enjoying the party?
Huda: Yes. Have a piece of cake.
Salwa: Thanks.
Huda: Helen, do you like Syrian music?
Helen: Yes, I do. Why?
Huda: Well, Salwa and I are going to a concert this evening.
Would you like to come with us?
Helen: Yes, Id love to. Thank you.
Huda: Ssh! Theyre giving Salwa her present now.

Questions
Q ti
1 Why is there a party today?
2 Who is there rst: Helen or Huda?
3 Does Helen want something to drink?
4 Why doesnt she want any cake?
5 Who offers some cake to Salwa?
6 Does Helen like Syrian music?
7 Would she like to go to the concert?
8 Why must they stop talking?

47
B Listening D Invitations and responses
2 Read the questions. Then listen to Omar 5 Omar is inviting Andy to do things. Complete
and Andy at the party. each dialogue with the correct phrase from
the list (a-h) below.
1 Does Andy like baklava?
2 What is baklava made of? 1 Omar: Do you like fish?
Andy: Yes, I do.
C Offering things Omar: Would you like to come with us
__________ this evening?
Andy: Yes, I would. Thank you.
some cake? 2 Omar: Do you like beaches and diving?
Would you like something to eat? Andy: Yes, I do.
a sandwich? Omar: Would you like to come with us
__________ this weekend?
Yes, please. Thank you. Andy: Id love to but I cant. Im busy this
No, thank you. (Im not thirsty / hungry.) weekend.

a to Lattakia?
3 Say how to offer these things. b to a new fish restaurant
Example c to the opera house
1 _______ date? d to Souk el Hamidiyeh
e to my uncles sweets shop
Would you like a date? f on my cousins boat
2 _______ cheese? g to the cinema
3 _______ baklava? h to my brothers wedding
4 _______ something to drink?
5 _______ apple juice? 6 Make similar dialogues with the phrases
6 _______ piece of pizza? below and the correct phrases from (a-h).
7 _______ water? 1 Do you like Syrian films?
8 _______ cup of coffee? 2 Do you like markets?
3 Do you like opera?
4 Work in pairs. Practise offering and 4 Do you like weddings?
responding with a Yes phrase or a No phrase. 5 Do you like sweets?
6 Do you like boats?

48
 Friendship
E Vocabulary
7 Put these words in the correct boxes. Some words can go in more than one box.

orange juice cola sugar lemonade cake

crisps bread sweets coffee cheese water

a cup of
a litre of
a glass of
a bottle of
a kilo of
a can of
a packet of
a piece of
a jar of

F Grammar
8 Two people are preparing for an ofce party. Look at the list and complete the dialogues.
A How many glasses have we got?
B Weve got glasses.
A How orange juice have we got?
B We havent got orange juice.
9 Ask and answer about the other things on the list. Take turns
as A and B. We need...
glasses (30) cheese
10 Discuss what is still needed and make a list. You need enough orange juice cola (8 litres)
for 30 people. sandwiches lemonade
A How much orange juice do we need? large cakes (3) small plates (30)
B I think we need six large bottles. baklava large plates
A OK, six bottles. OR I think five is enough. OR I think we
need seven.
11 Study these examples. Then ask and answer about the things below.

a cup of coffee? one.

a sandwich?
Would you like Yes, please. Id love
some coffee? some.
some crisps?

1 a piece of cake? 4 some sugar? 7 a glass of water?

2 some cola? 5 some sweets? 8 a piece of cheese?
3 some dates? 6 an orange? 9 an apple?

49
H Reading
12 Choose the correct answer to each question about these two invitations: one formal and the
other informal.

TST
Mr and Mrs Nabil Ayoub
The Managing Director of TST Syria requests the pleasure
of your company at a dinner to celebrate the companys 10th
anniversary to be held in the Banqueting Suite of the Fardoss
Tower Hotel, Fardoss Street, Damascus, from 19:00 to 23:00
on Wednesday 6 February 2009.

Huda Kassem
TST
Marjeh Square RSVP
Damascus Evening dress

Were having a party!

29 January
Dear All
Salwas leaving at the end of this week, so were having a farewell
party in the large meeting room on Thursday 31 January starting at
3 p.m. Let me know if youre coming (ext 799).
Best wishes
Huda

1 Who is inviting people to the TST dinner?

a Huda b the Managing Director c both d Mr and Mrs Nabil Ayoub
2 Who is inviting people to Salwas leaving party?
a Huda b Salwa c both d everyone
3 What time does the formal dinner finish?
a 7 p.m. b 9 p.m. c 11 p.m. d we dont know
4 What time does Salwas party finish?
a 2 p.m. b 7 p.m. c 11 p.m. d we dont know
5 In a formal invitation, what do the letters RSVP mean?
a please reply b please bring this c written by d invited by
invitation with you
6 Where is the formal dinner?
7 What day of the week is 29 January?
8 Which do you think is Salwas last day at the office?

13 Find ve differences between the two invitations.

Example The dinner is on 6 February and the party is on 31 January.

50
 Friendship
I In a restaurant
14 Look at the menu and match words from column A with words from column B.
Column A Column B
1 First course a Creamed potatoes
MENU
Soup Pt Prawn cocktail
2 Main course b Fruit salad
3 Vegetable c Roast beef Steak and kidney pie Roast beef
4 Dessert d Soup Lamb cutlets

The main course is served with two

15 Pretend you are in a restaurant. Play the part of the waiter vegetables of the day, and chips,
and the customer and order meals, like this: roast or creamed potatoes
Waiter: What would you like to start with?
Customer: Soup, please. And then Id like steak and Fruit salad Black Forest gteau
kidney pie with chips. Cheese and biscuits
Waiter: And after that?
Customer: Id like fruit salad, please. Coffee

J Puzzle
Mystery word
16 Use the clues to complete the puzzle with words from
this lesson. What is the mystery word?
1 Weve only got one of cola.
2 Waiter: Would you like to see the ? 1
3 Please reply (in a formal invitation).
4 We need a of sugar. 2
5 Would you like to come to a ?
6 Please, put that cake on a . 3
7 Theres one of orange juice on the shelf. 4
8 Would you like a of cake?
9 Sweets? Yes please, Id love . 5
10 For my course, Id like roast beef.
6
17 Can you nd the mystery word?
7

9
10

51
10 Account Books
A Dialogue
1 Read the dialogue, then answer the questions.
Adnan: What is double-entry bookkeeping?
N adia: Double-entry bookkeeping is a method of record-keeping that lets you track just where
your money comes from and where it goes.
Adnan: Is this related to transactions?
N adia: Yes, each transaction requires at least two accounts.
Adnan: And what is an account?
N adia: An account is a record for keeping track of what you own, owe, spend or receive. For
example, if you pay a phone bill with a cheque, money transfers from your bank account
to the phone company. This double-entry concept has been around since the 13th century,
and its purpose has always been to reduce the likelihood of data-entry errors.
Adnan: Why do accountants use double-entry bookkeeping?
N adia: Double-entry bookkeeping helps them avoid mistakes. It provides a good check-and-
balance benefit, by making it easier for them to trace the source of any entry errors.
Because each transaction contains both a source and destination, double-entry provides
valuable details that can be sorted and viewed in report form later.
Questions
1 Dene double-entry bookkeeping and accounts.
2 What is the purpose of using this system?
3 What does each transaction involve?
4 How is the information in this system viewed?
B List
Listening
2 After listening to the text, fill in the blanks with the following key words about
bookkeeping.
debit source equal expense account transfer
bank account destination transaction credit amount
In a double-entry , an equal of money is always transferred from one
account (or group of accounts) to another account (or group of accounts). Accountants use the
terms and to describe whether money is being transferred to or from
an account.
Money is recorded in the debit column, which is the left-hand column, when it is being transferred
into an account. Money is recorded in the credit column, which is the right-hand column, when
it is being transferred out of an account. For every transaction, the total of debits (left column
entries) must the total of credits (right column entries). The main concept to
remember is that all transactions involve a of some amount of money from a
to a . For example, if you write a cheque for $50 to buy groceries,
you record that as a transfer of $50 from the to the groceries . In
accounting terms, this is a credit to the cheque account and a debit to groceries expense.
52
 Account Books
C Assets vs Liabilities
3 If everything you own is called assets and everything you owe is called liabilities, in
which column would you place the following items?
cash insurance premiums home taxes car loans

Assets Liabilities

D Vocabulary
4 Imagine it is now midday on Wednesday 16th April. Match these time expressions (1-8) to the
times and dates.
Example
Yesterday was Tuesday the 15th of April.
The day before yesterday was

1 Yesterday a Friday 11th and Saturday 12th April

2 the day before yesterday b 11:50 a.m.
3 last weekend c Tuesday 15th April
4 last month d Sunday 13th April
5 ten minutes ago e Monday 14th April
6 an hour ago f 11 a.m.
7 three days ago g Wednesday 26th March
8 three weeks ago h March

53
E Grammar
Past tense
Verb to be Regular verbs
I
I
He / She / It was / wasn t Infinitive
you
Y ou + - ed
He / She / It
We visited / invited
were / weren t We
They walked / rained
They

5 Ask and answer these questions.

1 What was the temperature in Athens yesterday?
2 Which cities were below 15 degrees?
3 Where was it sunny?
4 What was the weather like in Berlin?
5 Which cities were very hot?
6 Was it foggy in London?
7 Was it cold in Rome?

Yester
da
around ys weather
the wo
Amsterd
am C r ld
Athens 16
Berlin S
30
Damascu F
s 19
Copenha F
gen C 24
Lisbon 10
London S
28
Madrid Fg
17
Paris S
28
Rome R
22
Stockholm C
31
Tokyo Sn
F 3
C = clou 3
d
Fg = fog y F = ne
gy R = rainin
S = sunn
y Sn = sno g
wing

54
 Account Books
F Accountants responsibilities
6 Read the following and discuss with the class meaning of each responsibility. Make sure that the
discussions are in English.
verifying an invoice for payment

approving a special request for a cheque

providing special handling on a cheque

issuing a stop payment

processing financial transactions

maintaining accurate and complete records of transactions

processing accounts payable and accounts receivable

reviewing source documents for proper authorisation and accuracy

verifying and correcting discrepancies and errors

monitoring sufficiency of funds in accounts

adjusting and balancing accounts

compiling data and producing financial statements

7 Rewrite ten of the accountant s responsibilities as if they were past events.

Example Last month, the accountant verified an invoice for payment.

55
G Reading
8 Read the text and answer the questions.

T H E A C C O U N T S D E PA R T M E N T
A l l b us i n e sse s k e ep a r ec o rd o f totals.
mo n e y t h at t h e y sp e n d an d mo n e y M a r k N e w t o n w o r k s i n t h e acc o un t s
t h at t h e y r ec e ive . I n a b i g b us i n e ss , d ep a r t m e n t at TST U K . Ye ste rd ay ,
th is is the job of the TST r ec e ive d
acc o un t s d ep a r t m e n t . 20 c heq ues
M o st s m a l l f r o m c ust o m e r s .
b us i n e sse s use T h e acc o un t s
acc o un t s b o o k s an d d ep a r t m e n t p a i d
w r i te i n t h e m by the c heq ues i nto
h an d . B i g b us i n e sse s TST s b an k , an d
use sp r e ad sh e et s M a r k e n te r e d t h e
o n a c o mp ute r . T h e 2 0 a mo un t s o n a
p ag e s i n an acc o un t s sp r e ad sh e et . TST
b o o k an d t h e a l so se n t mo n e y
sp r e ad sh e et s o n a t o seve n s upp l i e r s .
c o mp ute r b o t h h ave M a r k c h ec k e d t h e
r o w s an d c o l u mn s . seve n b i l l s f i r st , an d h e f o un d a
T h e d i f f e r e nc e i s t h at a c o mp ute r m i st a k e i n o n e , so TST d i d n o t p ay
c an a ut o m at i c a l l y c a l c u l ate t h e t h e f u l l a mo un t .

Questions
1 The accounts department .
a is a big business b keeps records
c spends money d is a job title

2 have rows and columns.

a Spreadsheets b Accounts departments
c Computers d Big businesses

3 calculates the totals on a spreadsheet.

a A secretary b An accounts clerk
c A man with a d A computer
calculator

4 en tered means in this text.

a paid b went in
c inserted d calculated

5 How many cheques did TST send out yesterday?

6 How many bills contained mistakes?

7 Was the total on the bill too high or too low?

56
 An Electronic Ofce

11 An Electronic
1
Ofce
A Dialogue
Listen and read. Then answer the questions.
Helen: Is that a new computer?
Andy: Yes, it is.
Helen: Its nice, isnt it?
Andy: Yes, it is. My old one was big and ugly,
and it was very slow! This ones smaller
and faster.
Helen: The screen is quite big, isnt it?
Andy: Yes. The screens better. Its wider than
the old one.
Helen:How wide is it?
Andy: Its 39 centimetres.
Helen: Really?
Andy: Well, I dont mean 39 from left to right.
Screen measurements are usually
diagonal. So its 39 from bottom left to
top right.
Helen: Oh, I see.
Andy: Its really fast. It runs at 800 megahertz.
My old computers speed was only 200!
So its four times faster than the old one.
Helen: So you can do four times as much work
every day.
Andy: Oh! Well Im not sure about that!
Questions 4 Which of these screens is Andys?
1 Andy likes the new computer a 39 cm b 39 cm
a but Helen is not sure. b but it is ugly.
c and so does Helen. d but he cant use it. 39 cm
c d
2 Andys old computer was than the new one. 39 cm

a bigger b faster
c better d nicer 5 How fast is the computer?
3 The old computers screen was 6 Why does Helen think Andy can do more
39 centimetres. work?
a smaller than b also
c wider than d about 7 Does Andy agree with her?

57
B Listening
2 Listen and complete the advertisement for a laptop computer.

weight

dimensions

screen size

speed

C Dimensions and specifications

3 Estimate some technical (dimensions, weight, printing
speed ... ) and selling specications of this printer and
complete the sentences about this printer.
1 It weighs kilos.
2 It is cms wide.
3 It is cms deep.
4 It is cms high.
5 It measures cms by cms by cms.
6 The cable is cms long.
7 It can print pages per
8 The guarantee is for year.

4 Make a question for each sentence above. Use How ? and these words.

big deep fast heavy high long wide

Example How heavy is the printer?

5 Work in pairs. Ask and answer your questions.

D Advantages and disadvantages

6 Look at the laptop computer in B and the desktop computer in A. Then complete this
conversation.
A One advantage of a desktop computer is that it has a screen and a big keyboard.
Another is that a desktop is cheaper a laptop.
B The disadvantage is that its big and , so its difficult to carry. You can only use it
in place.
7 Have similar conversations about these things.
1 a laptop computer 2 a typewriter

58
 An Electronic Ofce
E Vocabulary
8 Match each adjective with its opposite and write a list
big long cheap narrow clean new difficult noisy dirty old easy
quiet expensive short fast slow heavy small light wide

F Grammar
Comparatives
Adj ective Comparative adj ective

Short words and -y words cheap cheaper

heavy heavier
Long words difficult more difficult
expensive more expensive
Irregulars good better
bad worse
cheap + er = cheaper
Note the spelling big + g + er = bigger
heavy -y changes into -i + er = heavier

9 Spell the comparative form of these adjectives.

1 small 3 clean 5 cheap 7 big
2 wide 4 interesting 6 bad 8 useful

10 Complete the comparisons using the given word and than.

1 (wide) His screen is wider than hers.
2 (expensive) Are laptops desktops?
3 (long) Is this cable that one?
4 (good) This new computer is the old one.
5 (easy to carry) A laptop is a desktop.
6 (easy to use) Typewriters are computers.
7 (useful) Computers are typewriters.
8 (difficult to answer) Some questions are others.

11 Make sentences comparing these things. Remember to use than.

1 pencils and computers
2 the weather in Syria and in Britain

59
G Reading
12 Read this magazine article, then mark the statements true or false.

THE PAPERLESS OFFICE

H ow many pieces of
paper do you use
every day? Ten? Twenty?
A hundred?
One aeroplane
manufacturer uses
enough paper in one
year to reach from the
ground to one of their
planes flying in the sky.
Thats a pile of paper
over 15 kilometres high!
Do we really need
all this paper? Now
we have computers, it is much
quicker to send information
electronically than to send
memos and letters. In a big
company it sometimes takes 24
hours to send a memo, even to
someone in the next office. Email
often takes less than a minute -
even to the other side of the
world.
Lots of companies
already send orders
and make payments
electronically.
Computers can store
large amounts of
information, too, in
much less space than
it takes to store paper
records.
And the reality? Do
we use less paper now?
No. In fact we use
more. We keep back-
up paper records of all our
computer records. Fax paper
fades quite quickly, so we make
photocopies of faxes which
contain important information.
And it is so easy to make changes
that we frequently print out
several drafts of a letter or a
report before we produce the
final version!

1 We use less paper now than in the past. True/False

2 An aeroplane manufacturer makes paper aeroplanes. True/False
3 It is quicker to send an email than a letter. True/False
4 It always takes 24 hours to deliver a memo. True/False
5 Some companies pay their bills electronically. True/False
6 Fax paper lasts longer than photocopier paper. True/False
13 Ask and answer the True/False questions.
Example
A Do we use less paper now than in the past?
B No, we dont.

60
 An Electronic Ofce
H Calculations 3 It measures 23 cms 20 cms.
a for b than
14 Write down these calculations in numbers. c per d by
4 It is more difficult to carry a desktop
1 Twice seventeen computer a laptop.
2 Half eighteen a for b than
3 Twenty by thirty c and d by
4 Eight less than twenty
5 Four times fifty 5 The pile of paper one metre high.
6 Nine more than thirty-one a over b is
7 Four by twelve c are d is tall
8 A quarter of sixteen 6 Do we use paper?
9 Three times eight a more b less than
10 Seven and eleven c many d sometimes
15 In pairs, say the phrases above and calculate
the answers.
16 Try this calculation with a friend.

Write down your age.

Double it.
Add one.
Multiply the result by five.
Add five.
Multiply the result by ten.
Take away one hundred.
Cross off the last two numbers.
What is the result?

I Revision
17 Complete these questions with the correct
question word.
1 has got a new computer?
2 tall is the office building?
3 size is your desk?
4 of these screens is Helens?
5 computer runs faster?
6 arent you working?
7 do you travel to work?
8 are you writing?
18 Choose the correct words to complete these
sentences.
1 Andys new computer is his old
computer.
a smaller b smaller than
c small d quite small
2 Its faster than the old one.
a four times b fourth time
c four d more times
61
12 Success in Life
A Reading
1 Read the article from a Syrian English language newspaper. Then answer the questions.

THE IDEAL SECRETARY

AND HER LUCKY BOSS
Huda Kassem works quickly and effici
is the winner ently. He
or she can follow instru
of this years ctions well,
always stays calm, never
Good Secretary forgets
anything and is never
Competition. Her late.
Huda has all these qu
prize is a holiday alities. She
is also pleasant and fri
in Paris and endly; she
speaks English well, an
London. d she learns
fast.
Miss Huda works TST is a company tha
for TST. She is t is growing
fast in a changing world
24 years old and . We need
single. Her boss is TST people who can work ha
Managing rd, and
Director Ali Al Mathiab we need people who ca
. n learn new
What is Mr Alis defin skills. We need more peo
ition of a ple like
good secretary? Mr Ali Huda.
says, A good Huda says, Its easy to
secretary is a reliable per be a good
son who secretary when youve
got a good
boss.

Questions
1 Huda is the winner of the competition 4 TST needs people who
because she a can learn b are growing
a will go to London b is very good at her bigger
job c do not like to change d cannot work
c wants a new job d is on holiday hard
2 In Mr Alis opinion, a good secretary 5 Is Huda a reliable person, and if so, why?
a works slowly b follows other people 6 What do you think Mr Ali means by a
c works well d stays late changing world?
3 Huda 7 What does Huda think of Mr Ali?
a is sometimes late b is not always polite
c is good at English d speaks fast
62
 Success in Life
B Listening D Giving definitions
2 Listen to a recording of Mr Ali talking to 5 Which of these are people and which are
a newspaper reporter about Huda. At the machines?
same time, read Mr Alis words in the 1 a waiter
newspaper and nd answers to the question 2 a photocopier
below. 3 a nurse
4 a bank clerk
3 What three differences are there between 5 a video camera
Mr Alis words and the words in the 6 a fax machine
newspaper?
6 Match the people and machines from
C Describing abilities Exercise 4 to these phrases.
(very) good a works in a bank __________
quite good football. b serves people in a restaurant __________
He is not bad at swimming. c records moving pictures __________
not (very) English. d makes copies of documents __________
good e sends and receives documents
play (very) well. by telephone __________
He can f looks after people in a
swim quite well
He speak English hospital __________
(very) well.
cant
7 Practise these dialogues.
4 Ask other students about their abilities. A Whats a waiter?
B A waiter is a person who serves people in
Example Can you swim well? a restaurant.
Are you good at maths? A Whats a photocopier?
1 swim B A photocopier is a machine that makes
copies of documents.
2 maths
3 following instructions
We use who or that with people and which
4 speak English and that with things or animals.
5 arriving on time
8 Have similar dialogues about the other
words in Exercise 5.

63
E Vocabulary
9 Complete the sentences with these words.
people machines animals shops businesses languages vehicles
1 Cars and trains are ___________________________________.
2 Photocopiers and computers are ______________________.
3 Arabic and French are ________________________________.
4 Sheep and camels are ________________________________.
5 Bookshops and supermarkets are ______________________.
6 Doctors and lawyers are __________________________.
7 Banks and travel agencies are _____________________.
F Grammar
Relative clauses
Word order is important in relative clauses.

pronoun subject verb object

1 A photocopier
is a machine that makes copies.
2 A bicycle is
a machine that people ride.

In sentence 1, that is the subj ect of the clause.

In sentence 2, that is the obj ect, so there is no obj ect after the verb.
A bicycle is a machine that you can ride it.

10 Give denitions of these things and people. Use a classifying word and a relative clause with
the given words as in the example below.
1 a supermarket (sells food) A supermarket is a big shop that sells food.
2 good secretaries (work hard)
3 a warehouse manager (manages a warehouse)
4 a train (travels on rails)
5 travel agency (helps travellers)
6 stationery shops (sell stationery)
11 Complete these denitions.
1 A hat is a thing you wear on your head.
2 Shoes are things .
3 Spanish is the language people speak in .
4 Secretaries are people work companies.
5 Horses and camels we can ride.
6 Success is something you have work hard achieve.
7 A bed a thing you sleep on.
8 A chair a thing you sit on it.

64
 Success in Life

G Reading
12 Read this interview between Helen Potter (HP) and a reporter (R) and give short answers to the
tions.
questions.

R So, you work for TST?

HP Yes. Thats right.
R And youre 26, right?.
HP Er, no. Im 27, actually.
R Oh, sorry. 27. And youre single.
HP Yes.
R And youre a secretary.
s? Or do you want
HP Yes. Do you want to ask me some question
to tell me the answers?
first.
R I just need to check the basic information
HP Oh, OK.
R So your boss is Mr. Ali.
s.
HP Thats right. Hes an excellent bos
Yes. He says some nice thin gs abo ut you, too.
R
HP Does he? Thats nice.
er forget anything and
R Yes, He says youre very calm. You nev
youre very reliable.
. Im surprised he knows me
HP Thats strange. Im quite new here
that well.
friendly. You learn
R Oh yes. He says youre very pleasant and
fast and you speak English very well.
I speak English very well.
HP Speak English very well? Of course
I am English.
an name.
R Youre English? But Huda Kassem is a Syri
Kas sem . Im Helen Potter. I
HP Youre right. It is. But Im not Huda
on!
think youre interviewing the wrong pers

Questions
1 How old is Helen?
2 Is Helen married?
3 What does Helen do?
4 Who is Helens boss?
5 Why does Helen speak English well?
6 What nationality is Huda Kassem?
7 How old is Huda Kassem?
8 What mistake did the reporter make?
13 Find ten (or more) adjectives in the dialogue.
65
H Writing skills 10 Do you English?
11 A winner is someone who .
14 When we write emails quickly, we often 12 Please this fax.
make mistakes. Correct any mistakes in
Hudas email before she sends it. 13 Not married.
14 A person who writes for a newspaper.
From: <huda.kassem@tst.com>
To: <don.roberts@tst.co.uk> 1 2
4 5
Subject: sales catalogues 3
Date: Mon, 6 Mar 2009 8
deardon 6 7

thank you fro you email of yesterday 9

10
have you got copies fo the new
catalogue 11 12
we dont have it here and customers
are asknig for it 13

please also fax the new price list

bestwishes
14
huda
15 Give short answers to these questions about
the email.
1 Who is the writer?
2 Who is the reader?
3 Are there any new catalogues in
Damascus?
4 Are there any new catalogues in England?
5 Who is asking for the catalogue?
6 Who is asking for the price list?
I Quiz
16 Use the clues to help you write the missing
words in the puzzle.
1 That car is going very .
2 He can swim very .
3 A person who serves people in
restaurants.
4 A machine takes pictures.
5 A person who answers the phone and
welcomes people.
6 Youre very good maths.
7 A secretary always stays .
8 Please a copy of this
form.
9 A person who works for a person or
company.

66
Culture and
Values 3
Volunteerism and the Red Crescent
Read the following text.
About volunteering
Volunteering is offering to perform a service voluntarily, without seeking individual benefits. The
volunteer aims to undertake work that brings benefits to others in a humanitarian spirit. This work
could be performed for free or for a small, symbolic amount of money. Charity is the essence of
volunteering and the greatest direct expression of the humanitarian feeling that all the Red Cross
and Red Crescent organisations have adopted as their founding principle. One of the duties of the
International Federation of Red Cross and Red Crescent Societies is to provide aid and assistance
when disasters occur.
Aims of the Red Crescent
To protect human life and health
To encourage respect for human beings
To prevent and reduce human problems
To treat people the same, whatever their nationality, race, religion or politics
Fact file: Syrian Arab Red Crescent D amascus Branch ( Disaster Management Division)
Damascus Branch was established in 1942; it is one of the 14 branches of Syrian Arab Red
Crescent. The idea of the Disaster Management Division had always been proposed among the
Youth Volunteers Committee in Damascus, but its true importance was revealed when the Zizoun
dam collapsed in June 4th, 2002. The youth volunteers from the Damascus division were the first
arrivals to the scene of the disaster. Thanks to their efforts, a camp was established to shelter the
citizens displaced by the disaster.
Damascus Branch has been working hard
since its establishment to provide care and
protection for injured people in disasters
and wars. The Red Crescent organises
activities for children, programmes to
donate blood, campaigns to gather toys
for children, rehabilitation sessions and
camps.

Project: The power of humanity

Think of a charity (either local or
international) you know, or look for
charities on the Internet. Do your research
in books, brochures or on the Internet
(Here are two websites you could try:
www.worldforworld.org and www.seva.org).
Download and print some pictures. Make notes under these headings: 67
Aims, What they do, Fact file. Write your project.
Review (Units 1-3)
A You are going to ask your friend ve questions to get to know more about them. Use Yes / No
questions with be or do and what and who. Write them in the space provided and write your
friends answers.
Example Do you play basketball? What do you eat for lunch? Are you married?

B Match the names with the information provided below.

1 He is married.
2 She is single. Mr
3 She has two kids. Mrs
4 He is a bachelor. Miss
5 She is married. Ms
6 I dont know if she is married or not.
C Write the following numbers as words.
85
37
72
91
46
D Write these equations as sentences.
67 + 34 = 101
33 - 11 = 22
5 x 31 = 155
31 : 4 = 7.75
50 x 50% = 25
E Put the verbs in the right tense: present simple or present continuous.
1 In business, cycles phases of rapid growth (follow) phases of slow growth.
2 In the pursuit of organisational objectives, feedback from clients (be) very
important.
3 The housing sector (benefit) from a low interest rate.
4 Companies increasingly (embrace) target marketing.
5 Target marketing (help) sellers identify marketing opportunities better.
6 As prices (rise) , the purchasing power of money (decline) .

68
 Review (Units 1-3)
F Is the 's in each sentence verb to be or possessive's?
1 I think he's not here.
2 This is Rima's phone number.
3 Reem's Fadia's colleague at work.
4 Where's the file?
6 Whose fault's this?

G Make nouns, verbs, adjectives and adverbs from the following words.
Noun Verb Adjective Adverb
Management X
Risks X
Predictable
X X Monthly
Suppliers X X
Owners X

H Add -ing to the following verbs and make the necessary changes.
Come
Drink
Make
Develop
Change
Set
Buy
Be
Put
Order

I Write the following numbers in the ordinal form.

67
56
31
82
90
43

69
Review (Units 4-6)
A Read the following conversation and note the phrases asking for repetition. Rewrite the
conversation using other phrases that you have learned to ask for repetition.
A: Hello.
B: Yes, hello. My name is Cathy Henderson.
A: What did you say your name was?
B: It' s Cathy Henderson.
A: Did you say Anderson or Henderson?
B: Henderson, with an H.
A: And what is your address?
B: Suite 501, 72 West Sunshine Blvd.
A: Sorry, I didn' t catch the last part.
B: Do you want me to repeat it?
A: Sorry, I can' t hear you very well.
B Match the following banking expressions with their denitions. Include four of the expressions
in meaningful sentences.
1 Stop payment a interest on an annual basis deducted in
advance on a loan
2 Time deposit b interest calculated on both the principal
and the accrued interest
3 Demand deposit c a written promise to repay a debt
4 Money order d a written order for the payment of a sum to a
named individual; obtainable and payable at a
post office
5 Overdraft e a draft in excess of the credit balance
6 Compound interest f a certificate of deposit from which withdrawals
can be made only after advance notice or at a
specified future date
7 Bank discount g a depositor' s order to a bank to refuse
payment on a cheque
8 Debt instrument h a bank deposit from which withdrawals can be
made without notice

C Put the correct banking word in the right place.

notice withdraw cash open a bank account direct bank transfer cash the cheque bank
card pin number current account interest savings account deposit/cash machines
cheque book rate of interest write cheques
Everybody nowadays needs to (1) . There are two main types of accounts: a
(2) and a (3) . You can use a current account for your
day-to-day banking needs. Your bank might give you a (4) , which allows
you to(5) to pay for goods and services. You' ll probably also have a (6)
which allows you to (7) from (8) and
to pay for goods in shops. You get a secret (9) (personal identification
number) that you use when you withdraw cash. If you receive a cheque, you can (10)
it at your bank. You can also pay in cash. If you want to convert your cheque
into cash, you can (11) . Some companies can also pay money into your
account via a (12) . A savings account should pay you (13)
. Most banks give you a different (14) depending on how
much you are saving, and how much (15) you give before withdrawing money.

70
 Review (Units 4-6)
D Choose a suitable word to complete the sentences.
1 If you go abroad you don' t have to take a lot of cash with you. Instead, you can take
cheques with you, which are accepted in most hotels, restaurants and shops all over the
world.
a tourist b traveller' s c travel
2 Here is a small . You' ll get the rest of the money after the job is finished.
a benefit b advance c preview
3 If you work longer than your usual working day you should be paid .
a outgoing b overdue c overtime
4 I don' t get paid in cash. My salary is paid into my bank .
a deposit b debt c account
5 The long-term loan you take from a bank to buy a house or flat is called a(n) .
a mortgage b overdraft c account
6 I don' t have any cash on me. Can I pay with my card?
a deposit b credit c expenditure

E Arrange the letters in the following words and use them in meaningful sentences.
itdbe: _ _
ucvheor: _ _ _ _
ancblae: _ _ _
rhecsai: _ _
rohredclda: _ _ _

F Put the verbs in the imperative form and in their correct places.
congratulated agreement went was picked signed chose provided

How can I open a bank account?

If you want to open a bank account, the seven essential steps are:
Step 1: _ _ a bank
Step 2: _ _ to the bank
Step 3: _ _ the service you want
Step 4: _ _ your information
Step 5: _ _ to terms
Step 6: _ _ the papers
Step 7: _ _ yourself!
Opening a bank account is really quite easy as long as you know what to expect.
Just _ ready to complete the required steps.

71
Review (Units 7-9)
A Put some and any in the correct place.
1 Do you need _______ advice about this project?
2 ______ people would like to talk to you if you have the time.
3 She has not seen _______ employee yet.
4 Ive got ______ more questions to ask you if you dont mind.
5 I found ______ material for this project but couldnt find ______ information on that.
B Put the following ofce equipment items in the correct column.
adhesive tape calculator desk personal computer photocopier stationery inkjet printer
locker office chair overhead projector sellotape toner whiteboard
Countable Uncountable

C Use the items you put in the rst column in exercise B in meaningful sentences using there is or
there are.

D Use the items you put in the second column in Exercise B in meaningful sentences using there is
or there are.

E Complete sentences 1 and 2 with a suitable ending (a-d) and add the correct relative pronoun.
1 There is a team of highly qualified secretaries available, .
2 There is a fax machine at the front desk, .
a _______ will study your proposal.
b _______ you can send and receive faxes.
c _______ will finish the report overnight.
d _______ will help you with your paperwork.
72
 Review (Units 7-9)
F Complete the two missing sentences in Exercise E and add the correct relative pronoun.

G Put the correct comparison words in the right place.

more much better more harder much quicker more

1 My job is getting harder and ______. I cannot cope any more.

2 The earlier we leave the ______ well arrive.
3 Its becoming more and ______ difficult to find time to finish all this.
4 Do it when you can, but the sooner its done, the ______.
5 I much prefer this candidate. I thought she was ______ better than the other one.
6 Its a little bit ______ expensive but much better quality.
7 Ive been working hard on my presentation but it isnt ______ better.
8 Could you speak ______ slowly, please? Its a bad line.
H Choose the correct word to complete the following sentences.
much a some a number of a little many

1 There are ______ opportunities for promotion here.

2 I need ______ time to think over this proposal. Can we meet again tomorrow?
3 Im getting ______ bored with this job. I need a change.
4 There isnt ______ time left to discuss the rest. Can we meet again tomorrow?
5 Youll get used to working here after ______ days.
6 We need ______ bonus payment as an incentive.
I Match the following words with the relevant expression and write them in the plural.
1 advice
2 time
3 cake a a piece of
4 help b some
5 orange juice c a bottle of
6 information d a cartridge
7 cheese
8 blue ink

73
 Review (Units 10-12)
A Put the words in brackets in the right form: verb, noun, adjective or adverb.
Cookie jar (account) is a term that refers to the practice of storing excess (finance)
reserves during periods of high (produce) for use in later periods when
income is not sufficient to meet expenses. By creating reserves that may be used in the future, the
company is able to insure itself against (lose) .
The basic approach to cookie jar accounting is (relative) simple. If at the end of an
accounting period the company realises net profits above and beyond the amount projected in
the (operation) budget, this creates what is known as surplus. The company is then
(ability) to place the surplus profits into an account. When there are budget deficits in
later accounting periods, the surplus can be (utility) to cover operating expenses.

B Choose the correct verb. Complete the text below using the past simple.
drink reach hear sit be check go off leave
go sit call be follow begin be go

The day terribly. My alarm and I the house with only one hour to
spare before the plane due to take off. Luckily there very little traffic and I
at the airport with 30 minutes to spare. I in at the gate and for
a coffee. Just as I down, the announcer my flight. I my coffee
quickly, the sign to the departure gate and through passport control. I
down in the departure lounge. Then I that terrible announcement, the one
you dont want to hear. There a problem with the engine.
C What does the -ed sound like in the list of verbs below? Put the verbs in the correct column.
decided looked up negotiated suggested photocopied called back
designed wanted agreed placed travelled phoned asked
returned visited helped accepted started delivered offered appointed

/t/ /d/ /Id/

74
 Review (Units 10-12)
D Write the adjectives in brackets in the comparative form. In some cases you need to use than.
Compare Y our Business Costs
What is the best way to increase your bottom line? Simple: reduce business costs! Some areas
are (expensive) ________________ to live in _______ others _ if you locate your business in a
business_friendly area, where wages are (low) ____________ comparable towns, you will be able
to buy property at a reasonable price, or you rent space for less money per square metre. The city
here is (friendly) ____________ and is a good location for your business. Savings on wages for
skilled labour can make a move (affordable) ____________ and give you room to grow.

E Choose the correct adjective and put it in the right place in the comparative form.
high intense big convenient attractive

Shopping for O ffice Equipment

Online shopping for office equipment has gained precedence over face_to_face shopping. Not only
is it _______________, but also the range of products offered by online companies makes online
shopping _______________ to the buyer.
The range of office supplies may be limited in shops because of space. Also, the prices of products
in shops may be _______________.
Every office is different and has different needs, even within a single product category. However,
it is not always possible for the managers to keep track of all the needs of employees in a
comparatively _______________ office. And the problems become even ______________ when
buying computer accessories.

F The following sentences explain how an employee can be successful at work. Find the errors in
the relative clauses and relative pronouns and correct them.

1 You can pick a career who you love it and choose organisations in who you will experience
success and personal growth and development. (3 mistakes)

2 The team member which is the most valuable becomes employee of the month. (1 mistake)

3 Creating a routine of always asking what went well provides the manager with
essential data who he uses it at evaluation time. (2 mistakes)

75
 Correspondence
Contents
Part Page
One: Written Communication
A Letters 78

1 Request letters 78

2 Reply letters 80

3 G ood news / bad news letters 82

4 G eneral writing tips 85

B Emails 87

C Memos and faxes 89

Two: Oral Communication

A Meetings 91
B Interviews
93

76
 PART ONE: WRITTEN COMMUNICATION
LANGUAGE NEW SKILLS
Letters Language Function identifying parts of a business letter,
making requests writing request letters, writing reply
expressing feelings letters, writing good or bad news
giving opinion
giving reasons letters
persuading
Vocabulary
formal / informal phrases
Emails Language Function writing emails, writing replies,
paraphrasing identifying the different
giving reasons characteristics of letters and emails
Vocabulary
formal / informal phrases
Memos and Faxes Language Function writing memos and faxes, identifying
giving instructions the different characteristics of memos
giving thanks and faxes
making polite requests
Vocabulary
prepositions of place
polite expressions

PART TWO: ORAL COMMUNICATION

LANGUAGE NEW SKILLS
Meetings Language Function taking part in a meeting / debate
agreeing / disagreeing
giving explanations
getting attention politely
making a recommendation
giving opinion
giving reasons
Vocabulary
phrases for getting attention,
question words

Interviews Language Functions reading about the dos and donts of

asking and answering job interviews
questions in an interview
giving justifications
Vocabulary
interview phrases, question
words, short answers

77
Part One: Written Communication
A Letters
Business letter writing is very important in the business world today. You need to be good at
communicating your ideas to your audience.
Letters usually represent and reflect upon the company as well as the writer. G ood writing skills
enable writers of business letters to write effectively and confidently, producing letters that
present a favourable image of the writer and the company, and that elicit the desired effect from
the readers. Clarity, brevity and simplicity are the three goals of effective communication.
1 Request letters
a Read the following letter and answer the questions.
1 Who is the recipient, and who is the sender?
2 What is the purpose of the letter?
a to order 400 tins of paint
b to ask for information about paint
c to sell paint
3 What four things does Mr Mallouhi want to know?
4 Is the style of this letter formal or informal?

MKS
A Mallouhi
Misty Kitchen Supplies
Misty Kitchen Supplies Al Harika
Damascus

Dove Stores Ltd 22 September 2009

Al Basha
Damascus

Dear Sir

I would like to buy 800 litres of light blue paint, for delivery by 30th November 2009.
Please can you tell me what shades you have, the size of the tins in litres and their price.
Do you give a discount on bulk orders?
Thank you very much. I hope to hear from you soon.

Yours faithfully

A. Mallouhi

Ahmed Mallouhi
Assistant Manager

78
 Correspondence
b The business letter has seven main parts. Match the parts to the letter.

1
the date

2
the senders name and address
3
the recipients name and address
4
the writers signature, name and position in the company

5
the ending (e.g. Y ours faithfully)

6
the message

7
the greeting (e.g. Dear Mr Philips)

c Match the following words and phrases with informal phrases which mean the same thing.

1
I would like a to arrive

2
for delivery b large amounts

3
shades c lower price

4
discount d I want

5
bulk orders e similar types of a colour

d In formal speech and business letters, you should call people by the correct title. Match titles
a-g with the descriptions of people 1-7.

1
Mrs a a woman, whose marital status you dont know

2
Mr b a professor

3
Dr c an unmarried woman

4
Miss d a medical doctor or someone who has a PhD

5
Ms e a person whose name you do not know

6
Prof f a man who does not have a title

7
Sir / Madam g a married woman

e Your company wants to buy twenty new computers. Write a letter to Mercury Computers Ltd
asking for information about what models they have.

79
2 Reply letters
a The following letter is the reply from Dove Stores Ltd. Read it and answer the following
questions.

1
How many days are there between Mr Mallouhis letter and Mr Tahhans reply?

2
What are the differences in the greeting and closing phrases of each letter?

Dove
Raed Tahhan
Sales manager
Dove Stores Ltd
Stores Ltd
Damascus

Mr A Mallouhi
Misty Kitchen Supplies
Al Harika
Damascus
25 September 2009
Dear Mr Mallouhi
RE: Enquiry for light blue paint
Thank you for your letter dated 22nd September 2009.
i We have ve different shades of light blue paint: Adonis, Aquamarine, Dragony, Thorpe Blu
and Wedgewood. Please nd enclosed small samples of each colour.

ii We have three sizes of tin: 5, 10 and 20 litres.

We currently have the 5 and 10 litre tins in stock for all shades, and the 20 litre tins in stock for
Adonis, Thorpe Blue and Wedgewood. We can send the items in stock to you within a
week of your order. Items not in stock will take three months to order.

iii The retail prices of these are 200 S.P., 350 S.P. and 600 S.P.
We will be happy to offer you a trade price. This will be 80% of the retail price.
I look forward to hearing from you.

Yours sincerely

R. Tahhan

Raed Tahhan
Sales Manager

Writing Tips
When writing a reply to an enquiry, make sure you:
answer as soon as possible.
refer to the letter you are replying to.
answer all the questions in the first letter.
aim to be professional and helpful.

80
 b Match the words with their meanings. Correspondence

1

enquiry a a small amount of a product that people can
try to see if they like it

2

enclosed b stored by the company and available for sale
immediately

3

sample c the price of a product in a shop

4

in stock d included in the letter or package

5

trade price e a question or questions you ask to get
information

6

retail price f a special reduced price for companies who
buy in large quantities
c Read the letter again and answer the following questions.

1

Do Dove Stores Ltd answer all the questions Mr Mallouhi asked?

2

Can they deliver what Mr Mallouhi needs?

3

What does RE: mean?

4

What are the samples for?

5

Why does Mr Tahhan use a list (i, ii, iii)?

6

What is the tone of the letter?
a
unprofessional but helpful
b
professional but rude
c
professional and helpful
d
professional but unhelpful

7
Why? What are the phrases that made you decide on your answer to question 6?
d Work in pairs. Exchange the letter you wrote to Mercury Computers Ltd with a partners letter
and write a reply to their query.
e Correct the spelling and punctuation mistakes in the reply letter from Computacom to Mr
Hamadi.
Director
computacom ltd
33 Lakecombe Road
Haywards heath
Sussex H16 7XB
UK
-R
A
(AMADI
3ALES
2EPRESENTATIVE
4ECHNICAL
3YRIA
4ECHNOSTRUCTURE

"ARON
3TREAT
!LEPPO
3YRIA
29 January 2009
Dear Mr. Hamadi
Thank you for ur letter of 23rd January. As requested, I enclose full details of our IT course.
I look forward to hearing from u again.
Yours sincerely

J Tinkler

J Tinkler
Director
education department

f Write a letter to Mr J Powell of The Metamorphosis English School, Oxford, OX2 7HU UK. You
want to know more about their summer English courses. 81
3 Good news / bad news letters
a Look at the title of the article below. Talk about your answers to these questions.

1
What is a good business relationship?

2
How do you build one?
b Now read the article and answer the following questions.

1
Are good business relationships only important to people who want to sell products?

2
Why are good relationships between business people and companies important?

3
What is the key for building goodwill?

4
What are some ways you can build goodwill in a letter?

Building A Good Business Relationship (Part 1)

How do you feel when you receive a letter which is friendly and courteous? How do you feel if a
letter seems unfriendly or unhelpful?
In business it is important to build good relationships with the people and companies you work
with. This is especially important if you want to sell products to customers for example, but it
also applies in every business relationship. Being polite and helpful is of course more pleasant
for everyone, but it also makes the other person / company more likely to be good to you as well.
For example, if a supplier offers a good discount, a buyer might buy more - and become a regular
customer.
So how do you create goodwill? The same way as with all people - be polite, friendly and helpful.
When you write a letter or an email, the most important thing is to think about how the recipient
will read the letter. Think about it from their point of view.
Answer all their questions. Also think of anything else that could be helpful. For example, if they
ask for information about a product, give specific information in the letter, but if there are many
options, it could be helpful to send a catalogue or some samples as well.
It is particularly important to be polite and tactful when something is wrong. Imagine there is a
confusion between two companies about the delivery date of some products and compare these
letter beginnings:
(i) Dear Sir,
We are sorry you did not understand us.
(ii) Dear Sir,
We are sorry we were not clear in our previous letter.

c Compare the letter beginnings (i) and (ii) in the article. Which do you think is better? Why?
d Now read What is the difference? below.

What is the difference?

(i) puts the blame for the misunderstanding on the reader, who may feel resentment. In (ii) the
writer takes responsibility for the confusion. He or she sounds sincere and shows that the readers
views and feelings are important. In this way, the writer is starting to build a good business rela-
tionship.

82
 Correspondence
e Khoury, Lahham & Ghrawi Ltd are regular customers of your company, and you have friendly
relations with them. Write to their managing director, Mr B Ghrawi, to say that you appreciate
their custom over the last twelve months, to send him your good wishes for the New Year and to
hope for continuing good business relations.
f You work in the sales department of a leading bookshop. A university has placed a large order
for an English textbook with you. The university needed the books by the beginning of the new
academic session, but the books did not arrive and the principal is annoyed. Write a letter to the
principal, giving a reason for the delay and to keep his goodwill.
g Read the following letter and answer the questions.

1
Is it to a new customer or an old one?

2
What is unusual about it?

Dear Customer
Rising prices over the past few years have been a common experience for us all. Therefore
you will not be surprised to hear that our own net costs have risen with the general trend, due
to the increased import tax for raw materials and rising overheads.
Until now we have absorbed the rising costs by cutting back in other areas. However, we are
unable to do this any longer and must raise our own prices. We are currently preparing our
new price lists and will send them out as soon as they are ready. These new prices will come
into effect on 1st July 2009.
We are very sorry that we have to make these increases, but we can assure you that on
average they will not be more than three percent. Because inflation has risen about five
percent since our last price list was issued, we hope that you will feel that our own increases
are reasonable.
Yours sincerely

M. Kayal

Mustafa Kayal
Director

h Answer the following questions.

1
What is the main purpose of the letter?
2
What is the tone of the letter?
3
What is going to happen on 1st July 2009?
4
Do you think that the recipient of the letter will keep buying from the company?
i You have to stop making one of your most popular products because you cannot get the raw
materials any more. However, you have other products which are very similar and in fact have
their own advantages. Write a letter to customers who used to regularly buy the product you are
stopping to explain why and to tell them about the alternatives.
j Which of the following sentences are true in the text at the top of the next page.
1
You can send these letters up to a week after the event.
2
What you write depends on the person who you are writing to.
3
Read every letter you have written from the readers point of view.
4
The reader will appreciate it if you take a sincere interest.
5
All letters should be two pages long.
6
All letters between business people should be about business only.
83
 k Why is it important to build a good business relationship and how can you do this?

Building A Good Business Relationship (Part 2)

In Part 1 we looked at letters promoting goodwill which have double functions:
a) to do a particular job, for example to provide information, and
b) to promote goodwill.
Now we are going to look at letters which have one specific purpose: to increase the sense of
friendliness between the writer and reader. One example is a thank you letter. You do not need
to write a thank you letter for everything - however, if an order is the first from a company, or it
is particularly large, a thank you letter will be appreciated. You might also a thank you letter if a
company has paid their accounts promptly, or has helped you in some way.
Other letters are written for specific reasons or occasions and the focus of the letter is the reader
him/herself, not business. These only apply if you know the person well. Examples are letters of
congratulations, letters of condolence and letters of welcome. Here are some tips:
Send the letter as soon as possible.
Think about the letter from the readers point of view - is it a letter that you would like
to receive?
It is extremely important to sound sincere.
Most of these letters can be quite brief and simple. How much you write will vary
depending on how well you know the person you are addressing. If you do not know
someone very well, you do not need to write two pages in order to congratulate them on
their promotion! A short letter is enough to show that you are interested.
Do not include business matters in these letters.

l Fill in the gaps in the following letter of condolence. Use the words below.
wife we worked sympathy your

Dear Mr Azar
I have just learnt with deep regret that your (1) has passed away.
There is not much one can say at a time like this, but we at Kayal Electronics who have
(2) with you would like to express our sincere (3) in your
bereavement.
Please believe that (4) share (5) sorrow at this time.
Yours sincerely
A. Khatib

Ahmed Khatib

m Read the letter again and decide which of the following statements about letters of condolence
are true.
1
They should be very long.
2
They should be written immediately.
3
They should not say more than you need to.
4
They should be sincere.

84
 Correspondence
4 General writing tips
a Read about business letters and answer the questions.
There are different ways of laying out a business letter. Some companies put their letterhead
at the top in the middle while others put their letterhead on the right. Some people write the
date on the right, while others write it on the left. However, the other parts of a business
letter usually follow a similar style, as in the example below:

TST UK
396 Cromwell Road, London SW3 9RT
Tel +44 (0)2072586820 Fax +44 (0)2072586854

Mr Brian Cameron 1 September 2009

Computacom Ltd
33 Balcombe Road
Haywards Heath
Sussex H16 7XB

Dear Mr Cameron
I am writing to confirm that we would like you to run a two-day computer training course
for our new staff in early January.
I look forward to meeting you next week to discuss the details.
Yours sincerely

Rod Stuart

Rod Stuart
Training Manager

1
Do all companies use the same layout for business letters?

2
What do we call the printed company name at the top of a letter?
3
Where does TST print its letterhead?
4
Who is this letter to?
5
What is the purpose of this letter?
6
Who will run the training course in January?
7
Who will attend the training course?
8
What is the purpose of the meeting next week?

85
 When writing a letter...
1
Think about the reader and address yourself to his / her interests. How will he / she react to
your letter? Tell him/her everything he needs to know.
2
Use a tone which suits the letter, e.g. use persuasive language if you want to sell
something. Other tones might be apologetic, firm, etc.
3
Write naturally, using plain and familiar words.
4
Write clearly and to the point. Be clear about what you want to say before you start to
write. Then make sure that the message is clear.
5
Be polite, friendly and sincere. This helps build a good strong relationship between you
and the reader.
6
Avoid using unnecessary words or phrases. It is better to use clear and precise language.
dont use unnecessary adjectives. Be polite but direct.
7
Use variety to keep the letter interesting, e.g. vary sentence structure and length. Use
linking words.
8
Use a plan for long letters. First note down your thoughts, then order them. Then write
your letter.
9
Focus especially on the first and last paragraphs. They emphasise the main purpose of the
letter and the reader will pay most attention to them. Begin by referring to the letter you
are replying to. End with a brief comment, e.g. I look forward to hearing from you soon;
We look forward to our next meeting.

Always check your letter. Ask yourself the following questions.

a
Is the layout clear and attractive?
b
Is the spelling, punctuation and grammar all correct?
c
Does it say everything it needs to say, correctly and clearly?
d
Does it sound natural and sincere?
e
Does it appeal to the readers point of view? Will it be easily understood?
f
Is the general tone right? Will it create the right impression?
g
How would you feel if you received this letter?

b Match the following

1
We use a formal style when writing
2
We use an informal style when writing

a
reports.
b
to people on the same social level.
c
to people we know well.
d
to people on a higher business or social level.
e
business letters.

c Match the following

1
Formal writing is more likely to contain
2
Informal writing is more likely to contain

a
abstract nouns, e.g. pleasure

b
contractions and abbreviations, e.g. Were having ... .
c
colloquial language, e.g. Hi, all!
d
frequent use of it-patterns, e.g. It will be held .
e
more complex sentences, e.g. requests the pleasure of your company to celebrate .
f
short words and sentences.
86
B Emails Correspondence
a Read this letter from ACE, a management consultancy in Britain. What does ACE want to do?

Dear Sir / Madam

A
CE
We are an international management consultancy based in London. We are seeking to establish
a partnership with a management consultancy in Syria for the purpose of undertaking joint
consultancy projects in the future.
I enclose a brochure which gives details of our organisation and operations. As you can see,
we have affiliates throughout Europe. We would, however, like to extend our operations to the
Middle East.
We have already researched several companies in Syria and are of the opinion that your
company would be in a good position to collaborate with us. I hope that you will consider
exploring these possibilities. I am planning to visit Syria next month, and would very much like
to arrange one or more meetings with you. I would be grateful if you would inform us whether
you would like to enter into discussions.
I look forward to hearing from you.
Yours faithfully
Eric Pearce
Eric Pearce
CEO Ace Consulting Europe
Enc.

b Read the email reply, then answer the questions below, using the letter and the email.

Live Home Page Apple Computer Apple Support Apple Store Microsoft
Dear Mr Pearce
Thank you for your letter of 14th October.
Favourites

Im replying briefly by email, as Im leaving on a business trip tomorrow.

We would be very interested in meeting you on your next trip so that we can talk about
the possibility of working on projects together. We think this could be very useful for both
our companies.
Please phone us to arrange an appointment as soon as you know your dates.
History

Im sending you our brochure by Airmail Special Delivery. This will give you an idea of
our organisation and range of services.
Best wishes
Fouad El-Aridi
Director, El-Aridi Consult

1
Who made the first contact?

2
Who sent a brochure?
3
Which company should make the next move?
4
How many companies did ACE find out about?
5
How many companies did ACE probably contact? Why?
87
 c Rewrite this letter as a more informal email, using the words given. Note the phrases
underlined.
1
Dear Sir/Madam
2
I own a pharmacy in Aleppo, which employs a staff of three. (have)
3
I have been advised by a friend to write to you about your online ordering scheme for
pharmacists. (contact)
4
In particular, I am uncertain about the costs of such a scheme. (find out)
5
I am interested in receiving further information. (like)
6
I would be grateful if you would send me details about the scheme. (please)
7
I look forward to hearing from you in the near future. (soon)
8
With kind regards (wishes)
9
Yours faithfully
10
Ali Hamdani
d Work in pairs. Use the given words to write an email in reply.
Dear Mr Hamdani
1
thank you / your email / September 29th
2
I enclose / attachment / provides information / scheme for pharmacists
3
If you / have / difficulty / open / attachment / email me
4
I / then arrange / send you / copy / brochure / by post
5
We / be happy / call on you / explain the scheme
6
Our representative / can / demonstrate / it / you / your office
7
It / usually clearer / see a demonstration / than / read / it
8
However / if / you prefer / not receive / visit / email us
9
Best wishes
e Look at these sentences from conversations. How would you say the same things in a business
letter?
1

Heres the invoice. I enclose the invoice.
2
Thanks for your letter and application form.
3
Look! Theres a 5% discount.
4
About your letter of the 5th of September,
5
Im sorry. Your application wasnt successful.
6
I want to buy six tables.
7
If you need any more help, phone me.
8
See you next Monday.
9
Best wishes, Ahmed.
10
Hello, Mr Jones.

f Look at these sentences from emails. How would you say the same things in a business letter?
1

Ill send you our price list. I enclose our price list.
2
Thanks for your email this morning.
3
Please could you send the completed form back to us.
4
RE:e your email of the 15th of July,
5
Im sorry, but we are not taking on new staff at this moment.
6
Could I have an overdraft, please?
7
If you need any more details, just give us a ring.
8
See you next Thursday.
9
Best wishes, Ali
10
Hi, Eric!

88
 Correspondence
C Memos and faxes
a Read these questions. Then read the memo and answer the questions.
1
Who is the memo from?
2
What is the memo about?
3
Where is the new export office?
4
How many desks must go to the office?
5
How many computers must go to the office?

TST UK
MEMO

From: Della Paine, Office Manager To: Bill and George

RE: New office equipment Date: 2 September 2009

Please take the new equipment to the new export office in room 27. Put
one desk and one chair on the left near the window, and put the other
desk and chair on the right. The low table goes between the filing cabinets
and the shelves. Put the computer on the table. Please leave the computer
in its box. Put the noticeboard on the wall above the table, and put the
wastepaper bin under the table. Put the photocopier on another table next
to the computer.
Thank you

b This memo was on Helens desk

when she arrived for work this M MEM ORANDUM
To: Helen
morning. Read the memo and mark Potter
the statements on the next page E From: Simon Ben
nett
True or False. Re: My day
M As yo o ff
u know Im
there are q out of the
office on T
O P uite a lot o
f urgent jo hursday an
d
lease make bs.
three copie
two on my s of my tra
R desk and g
ive one to
ining report
. Put
Ask Khaled M r Al-Mathiab
for his app .
A co u rse and fax li ca ti on form fo
it to Comp r the IT
Fax details utacom be
fore 3 p.m
N Mackie in thoef m y travel arr
angements
to Mary
.
(Thank you UK office sometime
to
D Check my for making those arrangedmaye .
email and nts!)
Send out th deal with a
nything urg
U e April cours
e details to
ent.
participants the 30
- today if p
M Many thanks. See ossible.
you next w
eek.
Simon

89
 1
Simon Bennett is the writer of the memo.
2
The writer of the training report is Mr Al Mathiab.
3
Mr Al Mathiab needs the training report urgently.
4
Khaled is going on an IT course at 3 p.m.
5
Mary Mackie is going to London today.
6
One of Helens jobs today is to make Simons travel arrangements.
7
30 people are going on a training course in April.
8
Simon will send Helen an email.
c Correct the false statements.
d Read the information and the fax message. Then answer the questions.
A fax machine sends and receives written messages and documents by telephone. For
example, Omar wants to send two documents to a customer. So he writes a message to the
customer. He puts the message and the documents into his machine. Then he dials the
customers fax number. The customers fax machine receives a copy of the message and
documents from Omars machine.
This is Omars message:

TST
FAX
ale
M s S a ndra Ne i
To: Kind
mar Al-
From: O une 2009 this pag
e: 3
t e : 1 8 J c l u d i n g
Da in
of pages
Number
e.
s Neale, r fax of 13 Jun and an
Dear M o u st
h a n k y ou for y ur new price li e that we are
T o ot
ding you Please n oducts
I am sen , as requested. many of our pr
rm n
order fo 10% discount o
a rd to
offering . We l o o k forwa
th st.
this mon for your intere
o u
Thank y m you.
fro
hearing erely
nc
Yours si
di
l-Kin
O. A
l-Kindi
Omar A stant
si
Sales As

1
Fax machines are like telephones, but they are only for messages.
a
business b
short
c
written d
spoken
2
Omar wants to send copies of the documents to the
a
telephone b
customer
c
TST office d
post office
3
What is the customers name?
4
What are the two documents?
5
Are TSTs prices high or low this month?
6
Whose signature is on the fax message?
90
 Correspondence
Part Two: Oral Communication
A Meetings
a Taking part in a meeting

Note
When you participate in a meeting, or a debate, follow these steps. They will help you to
communicate well.
get everyones attention politely
show that you really listened to the
previous speaker
say that you agree or disagree
explain your point clearly

Match the sentences with the functions.

Sentence Function
1 But I disagree with him. a get attention politely
2 Excuse me. Id like to make a point here. b show that you listened
3 I think that schools should encourage c say you agree or disagree
students to read more books.
4 Mahmoud wants schools to give every d explain your point clearly
student a computer.
b Have a debate!
Organise a debate with your classmates about any interesting topic. Use phrases from the chart
below.

Note
Every speaker must put up his or her hand, and must follow the four steps given above.
If any speaker does not follow these steps, he or she must stop speaking.

Getting attention politely Saving whether you agree or disagree

Excuse me. I agree with (Mahmoud).
Could I say something, please? I disagree with (Mona).
Id like to say something, please.
Id like to make a point here.

91
 c Read the following dialogue.
Ali: What do you think, Salwa? Should the employees in the Accounting departement move
to the fifth floor?
Salwa: I think that they should stay close to your office.
Ali: Why do you think that?
Salwa: Well, they are better equipped with all machines they need since in the fifth floor
there are no printers, photocopiers ...
Ali: Whats your opinion, Falleh?
Falleh: Im afraid I dont agree with Salwa.
Ali: Whats the reason for your opinion?
Falleh: I think they should move because there is more space for them here.
Salwa: No, I dont agree because equipment is more important than space. Do you agree?
Ali: I totally agree. I also agree with Falleh. So lets move them to the fifth floor and buy
new equipment for them.

d Recommendations
Make recommendations using phrases from the dialogue in exercise c.

I think that they should

Making a recommendation

e Opinions
Complete the chart with phrases from the dialogue. Then practise them:

Purpose of question Question

1 Asking for someones opinion What do you think?

2 Asking the reason for someones Why do you think that?

opinion
3 Disagreeing with someone No, I dont agree.

4 Agreeing with someone I agree with you.

92
 Correspondence
B Interviews
a A good interview!
Read this guide and practise the interview. Which rules is Ahmed following?

How to get a good job!

A short guide to job interviews
Do
dress smartly
answer every question fully
be positive about yourself
ask questions about the job
show you are interested in the job
Dont
be late for the interview
be rude or impolite

insult
your
previous
employer
answer only Yes or No
boast or show off

Interviewer: Thank you for coming to the interview on time, Ahmed.

Ahmed: Its a pleasure to be here, sir.
Interviewer: Could you please tell me why you left your last job?
Ahmed: I left because I wanted to learn some new skills.
Interviewer: Why do you think you are suitable for this job?
Ahmed: I think I am hard working, and I am a suitable team member.
Interviewer: Did you join any clubs when you were at school?
Ahmed: Yes, sir. I joined the computer club and the football team.
Interviewer: Would you like to ask us any questions about the job?
Ahmed: Yes, I would. Do you provide any training?

b A bad interview!
Look at this picture and read the interview. Which rules is Mahmoud breaking?
Interviewer: You are fifteen minutes late for your interview!
Mahmoud: The bus broke down. It doesnt matter.
Interviewer: Could you please tell me why you left your last job?
Mahmoud: I was the best worker, but my boss didnt like me. He was stupid!
Interviewer: Why do you think you are suitable for this job?
Mahmoud: I dont know.
Interviewer: Did you join any clubs when you were at school?
Mahmoud: Yes.
Interviewer: Would you like to ask us any questions about the job?
Mahmoud: No.

93
 c Alis interview

Read this guide and the interview. Which rules is Ali following?

How to get a good job!

A guide to job interviews

Before the interview

find out as much as possible about the company and the job
read the job advert carefully and think how your CV matches what they want
prepare a list of the questions you think the interviewer will ask you
prepare a list of questions you would like to ask the interviewer

During the interview

Do Dont

answer every question fully dress untidily

be positive and honest about yourself be late for the interview
ask questions about the job be rude or impolite
show your knowledge about the company insult your previous employer
show you are interested in the job answer only yes or no
talk about your ambitions boast or show off

Interviewer: Have you ever been employed in the field of electronics?

Ali: Yes, I have. I was employed as a video repair man in 2002.
Interviewer: What kind of equipment did you use to repair in that job?
Ali: I used to repair digital and analogue video machines, VCRs and DVDs .
I think this experience will be useful for this job. In your company, you use
digital as well as analogue, dont you?
Interviewer: Thats true, Ali. Your CV says that you often visit film studios. Why do you do
that?
Ali: Because Im very interested in audio and film technology. In the future, Im
hoping to become an audio engineer in a film studio.
Interviewer: Thats very interesting. So why do you think you will be good at this job?
Ali: Well, I think I know a lot about audio and video machines, and Im interested in
finding out more about them. I also like working in a team and I get on well
with other people.
Interviewer: Excellent! Well, Ali, do you have any questions for us?
Ali: Yes, I do. My first question is, what models of audio equipment do you use in
your company?
Interviewer: A good question, Ali. We use the DC-2000

94
95


322 Old Brompton Road,

London SW5 9JH,
England

Maktabat El Nashr El Tarbawi El Souri

(Syrian Educational Publishers)

Omar El Mukhtar 2nd Str., Bldg. 6

El Mazraa, Damascus-Syria
Phone: (011) 44676789
Fax: (011) 44676788
e-mail: info@syrianep.com
www.syrianep.com

Reprinted 2014

York Press 2009

All rights reserved; no part of this publication
may be reproduced, stored in a retrieval system,
or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise,
without the prior written permission of the Publishers.
 English for Starters, Vocational Stream Commercial

English for Starters, Vocational Stream Commercial, is

an English language course that was specially written for vocational /
commercial secondary schools in Syria. The course progresses from an
intermediate level of English in Grade 10 to an advanced level of English in
Grade 12.
The book introduces students to concepts in commerce; it assumes no prior
knowledge of commercial skills on the part of students and teachers.

The course aims to review and consolidate the language and skills learnt at
previous levels and equip students for their future foreign language needs in
the following areas: language skills (reading, listening, speaking and writing),
grammar, vocabulary and commercial knowledge. It enables students to
perform routine tasks at work and to take part in social interaction in a
commercial context.

Components:

Students Book
Activity Book including a glossary
Teachers Book
Audio CD

. :