English For Dentistry

KOVCS JUDIT ERIKA
ENGLISH FOR DENTISTRY STUDENTS
Lektorlta: Dr. Lampn Dr. Zsros Judit
A segdanyagot ksztettk:
Szabn Enyedi Gabriella,
Papp Eszter,
John Graham,
Farkas Jnos,
Hajdu Zita,
Dr. Nyilas Istvnn
Dr. Laczkn Rcz Edit,
Louis J. Mattia,
Major Judit,
George Seel
TMOP-4.1.2.D-12/1/KONV-2012-0008
Debrecen
2014
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CONTENTS
PART ONE ....................................................................................................................................................................................... 10
Unit 1. DENTAL SPECIALITIES .............................................................................................................................................. 10
1.1 ENDODONTICS 10
1.1.1 What does an endodontist do?(R,V)............................................................................................................ 10
1.1.2. Root canal therapy(L) ...................................................................................................................................... 12
1.1.3.Seeing an endodontist (S) ................................................................................................................................ 13
1.1.4.Tooth infection and other parts of the body (R) ................................................................................... 14
1.1.5. Endodontic retreatment(R) ........................................................................................................................... 15
1.2. ORTHODONTICS 17
1.2.1. What is malocclusion? (V) .............................................................................................................................. 17
1.2.2. How does orthodontic treatment work? (R) .......................................................................................... 18
1.2.3. What is orthodontics?(L) ................................................................................................................................ 21
1.2.4. Employment of orthodontists in the United States (S)...................................................................... 22
1.2.5.Letter of Complaint (W) ................................................................................................................................... 24
1.3 PROSTHODONTICS 24
1.3.1.Prosthodontic procedures(V) ......................................................................................................................... 24
1.3.2. How to clean dentures?(S) ............................................................................................................................. 25
1.3.3. Dental implants.(R) ........................................................................................................................................... 25
1.3.4 .Letter of Enquiry (W) ....................................................................................................................................... 29
1.3.5.Treatment options and choices in implant dentistry (L) .................................................................. 30
1.4 PERIODONTICS 31
1.4.1.What is Periodontology?(V,R) ....................................................................................................................... 31
1.4.2.Gingivitis, periodontitis (R) ............................................................................................................................. 32
1.4.3.What is PROPHY?(L) .......................................................................................................................................... 34
1.4.4.FAQ about gum diseases(S)............................................................................................................................. 35
1.4.5. Comparing pie charts. (W) ............................................................................................................................. 37
1.5 ORAL SURGERY 38
1.5.1.Oral and maxillofacial surgery (V,R) .......................................................................................................... 38
1.5.2 What to do before oral surgery? (R) ........................................................................................................... 39
1.5.3 How to prepare for oral surgery? (S) ......................................................................................................... 41
1.5.4. Letter of Application (W) ................................................................................................................................ 42
Unit 2. THE TOOTH ..................................................................................................................................................................... 43
2.1.DENTAL ANATOMY 43
2.1.1.Human teeth.(R)................................................................................................................................................... 43
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2.1.2. Parts of teeth. (V)................................................................................................................................................ 44
2.1.3. Role of teeth. (R).................................................................................................................................................. 45
2.1.4 Tooth anatomy. (L) ............................................................................................................................................. 46
2.1.5. Different parts of the tooth (S) ..................................................................................................................... 47
2.2.NAMES OF TEETH AND THEIR FUNCTIONS 47
2.2.1. Names of teeth. (V) ............................................................................................................................................ 47
2.2.2. Tooth form and function. (R) ........................................................................................................................ 49
2.2.3. Human dentition (W) ....................................................................................................................................... 49
2.2.4. History taking with a partner.(S) ............................................................................................................... 50
2.3.DENTITION TYPES 52
2.3.1. Tooth eruption. (S)............................................................................................................................................. 52
2.3.2. Primary and permanent teeth. (R) ............................................................................................................. 52
2.3.3. Moving from primary to permanent teeth.(R)...................................................................................... 54
2.3.4. Differences between primary and permanent teeth. (S) .................................................................. 55
2.3.5. Superbright toothpaste.(W) .......................................................................................................................... 56
2.4.TOOTH SURFACES, ROOTS 56
2.4.1. Tooth surfaces. (L) ............................................................................................................................................. 56
2.4.2.Proper toothbrushing. (R) ............................................................................................................................... 57
2.4.3.How to brush properly. (S) .............................................................................................................................. 58
2.4.4. Root canals. (R) ................................................................................................................................................... 58
2.4.5. Upcoming endodontic treatment.(S) ......................................................................................................... 60
2.5.TOOTH DEVELOPMENT 61
2.5.1. Different stages of teeth development (R) .............................................................................................. 62
2.5.2 Tooth development disturbances.(R) ......................................................................................................... 64
2.5.3. Write an email to your patient. (W) .......................................................................................................... 65
Unit 3. DENTAL TEAM, DENTAL UNIT, DENTAL INSTRUMENTS ........................................................................... 66
3.1. DENTAL TEAM 66
3.1.1. Dental technicians. (R) ..................................................................................................................................... 66
3.1.2. Job of a dental hygienist. (R) ......................................................................................................................... 68
3.1.3.A course for dental nurses (L) ........................................................................................................................ 70
3.1.4. Letter of Application to the nursing school. (W).................................................................................. 70
3.1.5. Dental hygienist. (S) .......................................................................................................................................... 71
3.2. DENTAL UNIT 71
3.2.1. Different parts of a dental unit. (S) ............................................................................................................ 72
3.2.2 Dental handpieces. (R) ...................................................................................................................................... 74
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3.2.3 A new method in caries diagnosis. (R) ....................................................................................................... 75
3.2.4 Letter of Inquiry to Dr. Severin Holl about DIAGNOcam. (W) ........................................................ 76
3.2.5. Furnish your dental office. (S) ...................................................................................................................... 76
3.3. DENTAL INSTRUMENTS 77
3.3.1. How to set up a dental tray. (L) ................................................................................................................... 78
3.3.2.Home dental hygiene. (R)................................................................................................................................. 78
3.3.3. Home dental care.(S) ........................................................................................................................................ 82
3.3.4. Basic dental instruments. (R)........................................................................................................................ 82
3.3.5. Advertising dental instruments. (W) ......................................................................................................... 85
Unit 4. DENTAL AND PERIODONTAL PROBLEMS ......................................................................................................... 86
4.1. GINGIVITIS 86
4.1.1. Gingivitis.(R) ......................................................................................................................................................... 86
4.1.2 Video about gingivitis. (L) ............................................................................................................................... 89
4.1.3 What is gingivitis?.(R) ....................................................................................................................................... 89
4.1.4. Presentation on proper oral hygiene. (S) ................................................................................................ 91
4.1.5. Notes about gingivitis prevention. (W) .................................................................................................... 91
4.2. PERIODONTITIS 91
4.2.1. What is periodontitis?(R) ............................................................................................................................... 91
4.2.2. Gingival recession and periodontitis.(L) .................................................................................................. 97
4.2.3. Discussion about periodontitis. (S) ............................................................................................................ 98
4.2.4. Different complications due to periodontal diseases.(R) ................................................................. 99
4.2.5. Leaflet about the possible complications of periodontitis.(W) ..................................................... 99
4.3. TOOTH DECAY 100
4.3.1.Tooth decay. (R) ................................................................................................................................................ 100
4.3.2. Slideshow on tooth decay. (W) .................................................................................................................. 100
4.3.3. Presentation on tooth decay. (S) .............................................................................................................. 100
4.3.4.Tooth decay. (L)................................................................................................................................................. 101
4.3.5. How to treat tooth decay.(R) ..................................................................................................................... 101
4.4. MOUTH SORES 102
4.4.1. Different oral problems. (R) ....................................................................................................................... 102
4.4.2. Mouth sores. (S) ................................................................................................................................................ 105
4.4.3. Differences between canker sores and herpes. (L) ........................................................................... 106
4.4.4. Informative letter to your patients. (W) ............................................................................................... 107
Unit 5. OCCLUSAL DISORDERS ............................................................................................................................................108
5.1. SIGNS AND SYMPTOMS 108
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5.1.1. How to diagnose occlusal diseases. (R) ................................................................................................. 108
5.1.2. CDH. (R)................................................................................................................................................................ 110
5.1.3.Dialogue between dentist and patient. (S) ........................................................................................... 112
5.1.4. Occlusal diseases. (W) ................................................................................................................................... 113
5.2. TREATMENT FOR OCCLUSAL DISORDERS 114
5.2.1. Occlusal splint therapy. (L) ......................................................................................................................... 114
5.2.2. Treatment for Temporomandibular Joint Disorder. (R) ............................................................... 114
5.2.3 How to help people with TMJ pain at home. (S) ................................................................................. 116
5.2.4 Chart analyis. (W) ............................................................................................................................................ 117
5.3. MALOCCLUSION 118
5.3.1. Malocclusion. (L).............................................................................................................................................. 118
5.3.2. Types of malocclusion. (R) ........................................................................................................................... 119
5.3.3. Malocclusion. (R) ............................................................................................................................................. 120
5.3.4. Malocclusion. (W)............................................................................................................................................ 122
5.3.5.Give a short talk about different reasons for malocclusion. (S) .................................................. 123
5.4. MALOCCLUSION AND ORTHODONTICS 123
5.4.1. Malocclusion. (R) ............................................................................................................................................. 123
5.4.2 Treatment of malocclusion. (R) ................................................................................................................. 125
5.4.3.Consequences of malocclusion. (L) ........................................................................................................... 126
5.4.4. Dialogue between dentist and patient.(S) ........................................................................................... 127
5.4.5. Letter of Inquiry.(W) ...................................................................................................................................... 128
PART TWO....................................................................................................................................................................................129
Unit 1. FINDING A JOB AND GETTING STARTED ..............................................................................................................129
1.1. GETTING YOUR CAREER STARTED 129
1.1.1 Assessing yourself (S) ................................................................................................................................... 129
1.1.2 Choosing a career (S) ................................................................................................................................... 132
1.1.3 What employees are looking for (L)....................................................................................................... 133
1.1.4 Starting your career (V)............................................................................................................................... 133
1.1.5 Steve Jobs (L) ................................................................................................................................................... 135
.............................................................................................................................................................................................. 135
1.2 FINDING JOBS USING SOCIAL MEDIA, INTERVIEWS 136
1.2.1 How to find a graduate job using social media (R) ......................................................................... 136
1.2.2 The rules of social recruiting (R) ..................................................................................................... 140
1.2.3 Should you pay someone to write your CV? (R)......................................................................... 143
1.2.4 How to create your CV (W) ........................................................................................................................ 144
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1.3 PROFESSIONAL NETWORKING AND INTERVIEWS 146
1.3.1 Social Networking (S) ................................................................................................................................... 146
1.3.2 Focus point: LinkedIn (R)............................................................................................................................. 146
1.3.3 Creating your LinkedIn profile (1) (R) .................................................................................................... 148
1.3.4 Interviews 2 (S) ............................................................................................................................................... 150
1.4 IN THE OFFICE 152
1.4.1 The perfect office 1 (S) ................................................................................................................................... 152
1.4.2 Making a good impression (R) ................................................................................................................. 154
1.4.3 Benefits at work 1 (R)................................................................................................................................... 156
1.4.4 Benefits at work 2 (S) ................................................................................................................................... 158
1.4.5 Codes of practice What to wear 1 (R) ............................................................................................... 158
1.4.6 Codes of practice - What to wear 2 (W)............................................................................................... 159
1.4.7 Codes of practice Privacy issues (R).................................................................................................... 161
1.4.8 Encouraging younger staff (L) .................................................................................................................. 162
Unit 2. MOBILITY, CULTURAL DIVERSITY, AND BUSINESS TRAVEL ...........................................................................163
2.1 WORKING AND STUDYING ABROAD 1 THE ADVANTAGES AND DISADVANTAGES 163
2.1.1 Understanding Cultural Differences (R) ....................................................................................... 163
2.1.2 Cultural Diversity Interview (S)........................................................................................................ 165
2.1.3 Should I Study Abroad? Advantages and Disadvantages (R) ............................................. 167
2.1.4 My Study Abroad Experience (L)...................................................................................................... 169
2.1.5 Role Play Dialogue to go abroad or not? (S) ........................................................................... 170
2.2 WORKING AND STUDYING ABROAD 2 HOW TO GET THERE 172
2.2.1 Erasmus University in a nutshell (L) .............................................................................................. 172
2.2.2 How to Study Abroad (L) ..................................................................................................................... 173
2.3 TRAVELLING ABROAD ON BUSINESS 1 TIPS FOR TRAVELLERS 174
2.3.1 A Guide to Business Travel (R) .......................................................................................................... 174
2.3.2 SEVEN TIPS FOR FOREIGN BUSINESS TRAVEL (R)................................................................................ 177
2.3.3 Business Travel in Numbers (W) ...................................................................................................... 183
2.3.4 Discussing a group booking for a hotel (S) ................................................................................... 185
2.4 TRAVELLING ABROAD ON BUSINESS 2 ORGANIZING TRAVEL ....186
2.4.1 Letter of Complaint (W) ....................................................................................................................... 186
2.4.2 Business Travel Etiquette (L)............................................................................................................. 187
2.4.3 Corporate Travel Management from FCM (L) ........................................................................... 189
UNIT 3. DEVELOPING YOUR CAREER .....................................................................................................................................191
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3.1 TRAINING FOR WORK 191
3.1.1 The labour market of the future 2 (L) ....................................................................................................... 191
3.1.2 Its never too late to learn (R) .................................................................................................................. 192
3.1.3 E-learning (L) ....................................................................................................................................................... 194
3.1.4 Addressing Weaknesses (R) .......................................................................................................................... 195
3.1.5 What is e-learning? (L) .................................................................................................................................... 197
3.1.6 E-learning (S) ....................................................................................................................................................... 198
3.1.7 How to write for and against type essays (1) (W)............................................................................. 198
3.2.1 What do managers do? (V) ........................................................................................................................... 199
3.2.2 Useful People to have in Teams (S) ............................................................................................................ 200
3.2.3 Selecting a team (S) .......................................................................................................................................... 200
3.2.4 Writing an email (W) ....................................................................................................................................... 201
3.2.5 Motivating staff financially (V) .................................................................................................................... 202
3.2.6 How to manage your staff (L) ...................................................................................................................... 202
3.2.7 Motivating staff (R) .......................................................................................................................................... 203
3.2.8 Staff motivation dialogue (S)........................................................................................................................ 207
3.3 WORKING CULTURE, RULES AND REGULATIONS 209
3.3.1 Working Conditions (V) ................................................................................................................................... 209
3.3.2 Key Functions of an HR Department (R) .................................................................................................. 210
3.3.3 Saying things delicately (S) ............................................................................................................................ 213
3.4 PERSONAL DEVELOPMENT 214
3.4.1 Personal development an introduction (R) ......................................................................................... 214
3.4.2 Changing jobs 1 (S) ........................................................................................................................................... 216
UNIT 4. NEW TECHNOLOGY, OFFICE SKILLS AND THE CUSTOMER .............................................................................217
4.1 INFORMATION TECHNOLOGY AT WORK 218
4.1.1 Four Basic Tech Skills Every Job Seeker Should Have (R) .................................................... 218
4.1.2 Todays Most Desired Information Technology Skills (R)..................................................... 222
4.1.3 Workplace of the future - What is IT (L) ...................................................................................... 225
4.2 CUSTOMER SERVICE 225
4.2.1 Ten Ways to Create a Customer-Centric Culture (R) .............................................................. 225
4.2.2 McDonald's Acknowledges Service Has Suffered ...................................................................... 226
4.2.3 Writing a Letter of Complaint 2 (W) .............................................................................................. 229
4.2.4 Role play - Customer Care (S) ............................................................................................................ 229
4.3 MEETINGS 230
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4.3.2 12 Tips on Conducting Effective Meetings 2 (R) ....................................................................... 234
4.3.3 How to Be the Chair of a Meeting (L)............................................................................................. 234
4.4 PRESENTATIONS 235
4.4.1 10 Tips for a Good Presentation (R) ............................................................................................... 235
4.4.2 Structuring a presentation (R) ......................................................................................................... 239
4.4.3 A Five Minute Presentation (S) ......................................................................................................... 243
4.4.4 Observers evaluation sheet (W) ...................................................................................................... 245
Unit 5. THE SOCIAL AND ENVIRONMENTAL ASPECTS OF WORK...............................................................................246
5.1 HEALTH AND ILLNESS AT WORK 246
5.1.1 How vulnerable are you to stress? (R) ........................................................................................... 246
5.1.2 Coping with stress (R) ........................................................................................................................... 248
5.1.3 Illness at work 1 (L)................................................................................................................................ 249
5.1.4 Illness at work 2 (L)................................................................................................................................ 250
5.1.5 Illness at work 3 (L)................................................................................................................................ 251
5.2 ENVIRONMENTAL ISSUES AT WORK 251
5.2.1. Health and Safety at Work (V) ............................................................................................................ 251
5.2.2. Ergonomics (R)........................................................................................................................................ 252
5.2.3 Ergonomics at work (L) ....................................................................................................................... 254
5.2.4 Office Hazards (R)..................................................................................................................................... 254
5.2.5 Workstation Ergonomics (L)................................................................................................................. 256
5.2.6 The best ergonomic office in Debrecen (W) ................................................................................ 257
5.2.7 Health Hazards of Social Media (R)................................................................................................ 257
5.2.8 Dealing with Accidents (S) .................................................................................................................. 259
5.3 CORPORATE SOCIAL RESPONSIBILITY 259
5.3.1 Socially Responsible Companies 1 (S)................................................................................................... 260
5.3.2 Socially responsible companies 2 (R) ................................................................................................ 260
5.3.3 GOJO (L) ............................................................................................................................................................. 262
5.3.4 Corporate Social Irresponsibility (V) ...................................................................................................... 263
5.3.5 Child labour (R) ............................................................................................................................................... 264
5.3.6 Communicating CSR investments 1 (S) ................................................................................................ 265
5.3.7 Communicating CSR investments 2 (L) ................................................................................................ 266
5.3.8 Public Relations 1 (R) .................................................................................................................................. 266
5.3.9 Public Relations 2 (S) .................................................................................................................................... 268
5.4 INCLUSIVE LEADERSHIP AND ETHICS AT WORK 268
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5.4.1 Diversity and Inclusion (L) .................................................................................................................. 268
5.4.2 Women in the workforce (L) ............................................................................................................. 269
Keys and transcripts-Part One .............................................................................................................................................271
Keys and transcripts-Part Two ............................................................................................................................................289
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PART ONE
Unit 1. DENTAL SPECIALITIES

Aims of the Unit
After completing this unit you will have the vocabulary and skills that will help you talk about different
dental specialities.
This unit will describe the job of a(n)
Endodontist
Orthodontist
Prosthodontist
Periodontist
Oral surgeon
1.1 ENDODONTICS
READING AND VOCABULARY
1.1.1 What does an endodontist do?(R,V)
http://en.wikipedia.org/wiki/Endodontic_therapy
1,Match the words on the left with the definitions on the right.
1, endodontist a, resulting from inflammation; hot and swollen and reddened
2, pulp b, enlarged by swelling
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3, tissue c, the soft tissue forming the inner structure of a tooth and
containing nerves and blood vessels
4, root canal d, the end of a pointed or projecting object
5, inflamed e, yellowish-white fluid formed in infected tissue
6, seal f, a dentist who specializes in the diagnosis and treatment of

diseases and injuries of the pulp and periapical tissues of the
teeth
7, swollen g, a drug that temporarily depresses neuronal function,

producing total or partial loss of sensation with or without the
loss of consciousness
8, pus h, to close hermetically
9, anesthetic i, a part of an organism consisting of a large number of cells

having a similar structure and function
10, tip j, the passage in the root of a tooth through which its nerves
and blood vessels enter the pulp cavity
An endodontist is a dentist who specializes in problems with the inside of the tooth: the pulp, which is
made up of nerves, blood vessels, and other soft tissues. One of the most common procedures these dental
professionals perform is a root canal, which involves removing the infected pulp from a tooth and sealing it
up. Also known as endodontic treatment, this procedure can be performed by a general dentist or may
require the expertise of a specialist.
In a basic root canal procedure, the endodontist will remove the inflamed or infected pulp tissue and nerve,
shaping and cleaning the channel inside the root of the tooth. He or she then fills and seals the tooth, and
may recommend that the patient return to his or her regular dentist to have the tooth crowned to protect
it.
Root canals can be more complicated, however, especially when the pulp is badly infected. It can be
extremely difficult to control the pain with local anesthetics if the gums are swollen and filled with pus, and
it may be necessary to open the tooth and allow the pus to drain first. In some cases, only some of the pulp
may be removed and the tooth temporarily filled to relieve the pain, with the patient coming back to
complete the procedure on another day. Medications may also be inserted into the space within pulp space
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to treat any infection. An endodontist, who has experience treating a wider range of tooth problems, may
be better able to recommend the best treatment than a general dentist.
Many times, these dental specialists are called on to retreat teeth that have had root canal procedures in
the past. Some teeth have multiple, tiny branches off the main canals, and it can be extremely difficult to
clean all of them out. In addition, an infection can set in or reoccur. Sometimes the surgical removal of an
infected root tip is needed.
http://www.wisegeek.org/what-is-an-endodontist.htm
2,Decide whether the following statements are true or false.
1, An endodontist treats problems of the pulp. T/F
2, After root canal treatment the root is left open. T/F
3, The regular dentist can help in protection. T/F
4, Local anesthetics can always control the pain. T/F
5, Root canal treatment takes one day. T/F
6, In more severe cases we should turn to an endodontist. T/F
7, It is enough to clean the main canals. T/F
LISTENING
1.1.2. Root canal therapy (L)
http://www.youtube.com/watch?v=Rd7O3erze2o
1,Watch the video about a root canal treatment (till 3:33) and then answer the questions below.
1, How can the patient be sure that the instruments are sterile?
_____________________________________________________
2, What is the first step?
_____________________________________________________
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3, What is the dental dam used for?
_____________________________________________________
4, What are the advantages of digital X-rays?
a, ___________________________________________________
b, ___________________________________________________
5, What happens to the nerve?
_____________________________________________________
6, What helps in measuring the roots?
_____________________________________________________
2,Continue watching the video till 8:28 and write down the steps:
1,
2,
3,
4,
5,
6,
7,
8,
9,
10,
SPEAKING
1.1.3.Seeing an endodontist (S)
Prepare a dialogue between an endodontist and a patient.
Student A: You have a terrible pain and
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it is even worse when you drink something cold
during the day there is dull pain
at night during sleep the pain is unbearable
sometimes there is pulsating pain around the tooth
Student B: You are an endodontist. Ask the patient about
when the pain started

when it hurts
type of pain
send him/her to the X-ray
tell him/her what the problem may be with the root canal
READING
1.1.4.Tooth infection and other parts of the body (R)
1,Read this article about systemic issues. Some parts of the text are missing. Choose the most appropriate
phrase from the list (A-G) for each gap in the text (1-6). There is one extra part that you do not need to use.
A, advocate dental extraction
B, any dental procedure
C, heart attack patients
D, lead to subsequent jaw bone infection
E, identifiable lesions on root canal-treated teeth
F, be adequately controlled.
Systemic issues
An infected tooth may endanger other parts of the body. People with special vulnerabilities, such as
prosthetic joint replacement or mitral valve prolapse, may need to take antibiotics to protect from infection
spreading during dental procedures. Both endodontic therapy and tooth extraction can
________1________. The American Dental Association (ADA) asserts that any risks can
________2________.
In the early 1900s, several researchers theorized that bacteria from teeth which had necrotic pulps or
which had received endodontic treatment could cause chronic or local infection in areas distant from the
tooth through the transfer of bacteria through the bloodstream. This was called the "focal infection
theory", and it led some dentists ________3________. In the 1930s, this theory was discredited, but the
14
theory was recently revived by a book entitled Root Canal Cover-Up Exposed which used the early
discredited research, and further complicated by epidemiological studies which found correlations between
periodontal disease and heart disease, strokes, and preterm births. Bacteremia (bacteria in the
bloodstream) can be caused by many everyday activities, e.g. brushing teeth, but may also be caused after
________4________ which involves bleeding. It is particularly likely after dental extractions due to the
movement of the tooth and force needed to dislodge it, but endodontically treated teeth alone do not
cause bacteremia or systemic disease.
Recent studies in the dental scientific literature have again raised questions as to the potential negative
clinical impact of root canal-treated teeth on heart disease, perhaps giving some renewed support to the
focal infection theory felt to have been discredited by many endodontists. Patients with
________5________ have been found to have an increased risk of coronary artery disease. The same
bacterial DNA that is seen in documented root canal infections is found in the blood clots that cause heart
attacks over 75% of the time. Similarly, another recent study found that ________6________ had evidence
of increased inflammation in their root canal-treated teeth. Finally, and most significantly, another study
showed that individuals who simply had root canal-treated teeth were substantially more likely to have
coronary artery atherosclerosis than individuals without them.
http://en.wikipedia.org/wiki/Endodontic_therapy#Systemic_issues
2,Match the highlighted words with their meaning.
1, the branch of medicine that deals with the study of the causes,
distribution, and control of disease in populations
2, to remove or force out of a particular place
3, drawing or pulling out, often with great force or effort
4, coagulated blood
5, a degenerative disease of the arteries
6, susceptible to physical or emotional injury
7, the effect or impression of one thing on another
8, developing slowly, or of long duration
READING
1.1.5. Endodontic retreatment (R)
When do you think endodontic treatment has to be repeated? Can you mention some reasons?
Compare your guesses with the article below.
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Endodontic retreatment describes a dental root canal procedure that is carried out on a tooth that has
previously had root canal treatment. For this reason it is also called "repeat root canal treatment".
One reason for endodontic retreatment is failure of the initial endodontic procedure: Recurrence of
symptoms, infection such as dental abscess may occur.
Endodontic treatment may fail for many reasons: one common reason for failure is inadequate
chemomechanical debridement of the root canal. This may be due to poor endodontic access, missed
anatomy or inadequate shaping of the canal, particularly in the apical third of the root canal.
Exposure of the obturation material to the oral environment may mean the gutta-percha is contaminated
with oral bacteria. If complex and expensive restorative dentistry is contemplated then ideally the
contaminated gutta percha would be replaced in a retreatment procedure to minimise the risk of failure.
The type of bacteria found within a failed root canal may differ from the normal infected tooth.
Enterococcus faecalis and/or other facultative enteric bacteria or Pseudomonas sp. are found in this
situation.1
Endodontic retreatment is technically demanding; typical 5 year success rates are around 60% compared to
around 85% for initial root-canal treatment. It can be time consuming procedure also as meticulous care is
required by the dentist. Complex retreatment cases may be referred to a specialist endodontist. Use of an
operating microscope or other magnification may improve outcomes.
http://en.wikipedia.org/wiki/Endodontic_retreatment
Answer the questions below.
1, What is the synonym of endodontic retreatment?
_____________________________________________
2, What is one common reason for failure?
_____________________________________________
3, How can the gutta percha be contaminated?
_____________________________________________
4, What happens to the contaminated gutta percha?
_____________________________________________
5, Why is it a time consuming procedure?
_____________________________________________
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1.2. ORTHODONTICS
VOCABULARY
1.2.1. What is malocclusion? (V)
http://www.islandbraces.com/Getting-Started/Common-Malocclusions.aspx
Match the words on the left with the definitions on the right.
1, malocclusion A, if the patient's jaw is narrow, there may not

be enough space for all the teeth
2, the front teeth protrude B, the upper and lower teeth do not match,
especially when the mouth is closed but the
teeth are showing
3, crowding C, when the teeth are clenched, the upper ones

come down over the lower ones too much
4, impacted tooth D, when the teeth are clenched, the upper teeth
bite inside the lower ones
5, asymmetrical teeth E, at least one of the upper teeth does not come
down slightly in from of the lower teeth when
17
the teeth are clenched; they are too near the
cheek or the tongue
6, deep bite (overbite) F, teeth extending beyond the normal contour of

the dental arches; usually in an anterior
direction.
7, reverse bite G, the upper teeth are too far back, or the lower
teeth a too far forward ("bulldog" appearance)
8, open bite H, there are gaps or spaces between the teeth,

either because a tooth is missing, or the teeth
simply do not fill-up the mouth (opposite of
crowding)
9, underbite I, bad bite
10, crossbite J, when the teeth are clenched, there is an

opening between the upper and lower teeth
11, spacing K, unable to erupt or to attain its normal

position in occlusion
http://www.medicalnewstoday.com/articles/249482.php
READING
1.2.2. How does orthodontic treatment work? (R)

Read this article about orthodontic treatment. Then answer the questions after the article.
Many different types of appliances, both fixed and removable, are used to help move teeth, retrain
muscles and affect the growth of the jaws. These appliances work by placing gentle pressure on the teeth
and jaws. The severity of your problem will determine which orthodontic approach is likely to be the most
effective.
Fixed appliances include:
Braces the most common fixed appliances, braces consist of bands, wires and/or brackets. Bands are
fixed around the teeth or tooth and used as anchors for the appliance, while brackets are most often
bonded to the front of the tooth. Arch wires are passed through the brackets and attached to the bands.
Tightening the arch wire puts tension on the teeth, gradually moving them to their proper position.
Braces are usually adjusted monthly to bring about the desired results, which may be achieved within a
few months to a few years. Today's braces are smaller, lighter and show far less metal than in the past.
They come in bright colors for kids as well as clear styles preferred by many adults.
18
Special fixed appliances used to control thumb sucking or tongue thrusting, these appliances are
attached to the teeth by bands. Because they are very uncomfortable during meals, they should be used
only as a last resort.
Fixed space maintainers if a baby tooth is lost prematurely, a space maintainer is used to keep the
space open until the permanent tooth erupts. A band is attached to the tooth next to the empty space,
and a wire is extended to the tooth on the other side of the space.
Removable appliances include:
Aligners an alternative to traditional braces for adults, serial aligners are being used by an increasing
number of orthodontists to move teeth in the same way that fixed appliances work, only without metal
wires and brackets. Aligners are virtually invisible and are removed for eating, brushing and flossing.
Removable space maintainers these devices serve the same function as fixed space maintainers.
They're made with an acrylic base that fits over the jaw, and have plastic or wire branches between
specific teeth to keep the space between them open.
Jaw repositioning appliances also called splints, these devices are worn on either the top or lower jaw,
and help train the jaw to close in a more favorable position. They may be used for temporomandibular
joint disorders (TMJ).
Lip and cheek bumpers these are designed to keep the lips or cheeks away from the teeth. Lip and
cheek muscles can exert pressure on the teeth, and these bumpers help relieve that pressure.
Palatal expander a device used to widen the arch of the upper jaw. It is a plastic plate that fits over the
roof of the mouth. Outward pressure applied to the plate by screws force the joints in the bones of the
palate to open lengthwise, widening the palatal area.
Removable retainers worn on the roof of the mouth, these devices prevent shifting of the teeth to
their previous position. They can also be modified and used to prevent thumb sucking.
Headgear with this device, a strap is placed around the back of the head and attached to a metal wire
in front, or face bow. Headgear slows the growth of the upper jaw, and holds the back teeth where they
are while the front teeth are pulled back.
http://www.colgate.com/app/CP/US/EN/OC/Information/Articles/Cosmetic-
Dentistry/Orthodontics/Orthodontic-Basics/article/What-is-Orthodontics.cvsp
1, Fill in the table below.
Name How does it work? What is it used for?
Braces
Special fixed appliances
Fixed space maintainers
19
Aligners
Removable space maintainers
Jaw repositioning appliances
Lip and cheek bumpers
Palatal expander
Removable retainers
Headgear
2, Answer the questions.
a, How do orthodontic appliances work?
______________________________________________
b, Name the parts of the braces.
______________________________________________
c, Which appliance can control thumb sucking?
______________________________________________
d, What happens if a baby tooth is lost prematurely?
______________________________________________
e, Why are serial aligners ideal for adults?
_____________________________________________
20
f, How can TMJ disorders be cured?
_____________________________________________
g, How does a palatal expander work?
_____________________________________________
LISTENING
1.2.3. What is orthodontics?(L)

Watch the video about orthodontics and answer the questions.
http://www.checkdent.com/en/videos/what-is-orthodontics-100.html
1, What does orthodontics deal with?
________________________________________________
2, What does the position of our teeth within the jaw depend on?
3, How can edge-to-edge bite develop?
________________________________________________
4, What happens if jaw growth is slowed down?
________________________________________________
5, How long does the treatment of malocclusion take?
________________________________________________
6, What should be done before treatment with braces?
________________________________________________
7, What is a retainer used for?
________________________________________________
21
SPEAKING
1.2.4. Employment of orthodontists in the United States (S)
Have a look at the data below and analyse them. Give a short presentation. Compare the regions and
figures.
Here are some phrases you should use:
Recent research has shown that
Did you know...........? This is the reason for my talk today.
... and this is the theme for my presentation today.
so the purpose of my presentation today is to inform/discuss/present/analyse
If you look at this table you can see that ...
The data here shows that
Research suggests/indicates that
According to
Figures from show/suggest/indicate that ...
To conclude my presentation, ...
To summarise the main points of my presentation
22
States with the highest employment level in this occupation:
Employment Hourly
Location Annual
State Employment per thousand mean
quotient mean wage
jobs wage
Illinois 840 0.15 3.49 $62.93 $130,880
Texas 610 0.06 1.34 $116.49 $242,300
California 450 0.03 0.73 $101.10 $210,290
Massachusetts 400 0.12 2.89 $93.67 $194,830
Florida 340 0.05 1.09 $84.00 $174,730
http://www.bls.gov/oes/current/oes291023.htm#nat
23
WRITING
1.2.5.Letter of Complaint (W)

Write a letter of complaint of 120-150 words to your orthodontist because you were not satisfied with the
services. You got braces but you feel that the information you received was not enough. At home you
experienced several problems.
Mention the following points:
you dont know how to brush properly, you are afraid that you may break the braces
the dentist told you that you shouldnt eat some foods but you didnt get a list
you have dull pain and you dont know if it is normal
1.3 PROSTHODONTICS
VOCABULARY
1.3.1.Prosthodontic procedures (V)
1, crown a, filling, made of gold, porcelain, etc, inserted into a
cavity and held in position by cement
2, bridge b, a dental plate containing one or more artificial teeth that are secured
to the surrounding natural teeth
3, veneer c, are worn by patients who are missing all of the teeth in a single arch
4, inlays d, thin layer of material placed over a tooth, either to improve the
aesthetics of a tooth or to protect the tooth's surface from damage
5, onlays e, are for patients who are missing some of their teeth on a particular
arch
6, complete dentures f, an artificial substitute for the natural crown of a tooth
7, partial dentures g, an artificial tooth, that is anchored in the gums or jawbone to support a
dental prosthesis
8, dental implants h, indirect restoration which incorporates a cusp or cusps
24
SPEAKING
1.3.2. How to clean dentures?(S)

Find a partner and act out the following situation. Your patient with removable full dentures needs
information about how to clean dentures. Discuss the following items. Your patient may have questions. The
text below may help you.
Student A: dentist
Student B: patient
Remove and rinse dentures after eating. Run water over your dentures to remove food debris and
other loose particles
Clean your mouth after removing your dentures. Use a soft-bristled toothbrush on natural teeth and
gauze or a soft toothbrush to clean your tongue and palate.
Scrub your dentures at least daily. Gently scrub your dentures using a denture cleaner, mild soap or
dishwashing liquid and a denture brush or soft toothbrush to remove food, plaque and other deposits.
Handle your dentures carefully. Be sure you don't bend or damage the plastic or the clasps when
cleaning.
Soak dentures overnight. Most types of dentures need to remain moist to keep their shape. Place the
dentures in water or a mild denture-soaking solution overnight.
Rinse dentures before putting them back in your mouth, especially if using a denture-soaking
solution. These solutions can contain harmful chemicals that cause vomiting, pain or burns if
swallowed.
Schedule regular dental checkups
http://www.mayoclinic.org/denture-care/expert-answers/faq-20058375
READING
1.3.3. Dental implants.(R)

1, Read the following text about dental implants and choose the best question from the list for each
paragraph.
Understanding Dental Implants
Dental illustration by Dear Doctor
25
What are the options for implant tooth replacement?
What type of maintenance do dental implants require?
Am I a candidate for dental implants?
How and why is bone lost when teeth are lost?

How do implant tooth replacements differ from teeth?
How are dental implants placed and who places them?
How can bone be preserved or re-grown to support dental implants?
1,________________________________ ?
Generally speaking, if you have lost teeth you are a candidate for dental implants. It is important that you
are in good health, however, as there are some conditions and diseases that can affect whether dental
implants are right for you. For example, uncontrolled diabetes, cancer, radiation to the jaws, smoking,
alcoholism, or uncontrolled periodontal (gum) disease may affect whether dental implants will fuse to your
bone. It is important to let your dental surgeon know all about your medical status (past and present)
together with all medications you are taking, whether prescribed, alternative (herbal) or over-the-counter.
Where and how implants are placed requires a detailed assessment of your overall stomato-gnathic system
(stoma mouth; gnathic jaws), within which the teeth function. This will necessitate compiling
records that include study models of your mouth and bite, and specialized radiographs (x-rays), which may
include 3D scans known as computerized tomograms (CT scans). Planning with the help of computer
imaging ensures that dental implants can be placed in exactly the right position in the bone.
2,______________________________________ ?
Bone needs stimulation to maintain its form and density. In the case of alveolar (sac-like) bone that
surrounds and supports teeth, the necessary stimulation comes from the teeth themselves. When a tooth
is lost, the lack of stimulation causes loss of alveolar bone. There is a 25% decrease in width of bone during
the first year after tooth loss and an overall decrease in height over the next few years.
The more teeth lost, the more function lost. This leads to some particularly serious aesthetic and functional
problems, particularly in people who have lost all of their teeth. And it doesnt stop there. After alveolar
bone is lost, the bone beneath it, basal bone the jawbone proper also begins to resorb (melt away).
3,_____________________________________________________ ?
Grafting bone into the extraction sockets at the time of tooth loss or removal can help preserve bone
volume needed for implant placement. Surgical techniques are also available to regenerate (re-grow) bone
that has been lost, to provide the necessary bone substance for anchoring implants. In fact, a primary
reason to consider dental implants to replace missing teeth is the maintenance of jawbone.
26
Bone needs stimulation to stay healthy. Because dental implants fuse to the bone, they stabilize it and
prevent further bone loss. Resorption is a normal and inevitable process in which bone is lost when it is no
longer supporting or connected to teeth. Only dental implants can stop this process and preserve the bone.
4,__________________________________________________ ?
It takes a dental team to assess and plan dental implant placement and restoration the fabrication of the
crowns, bridgework or dentures that attach atop the implants and are visible in your mouth. The dental
team consists of a dental surgical specialist a periodontist, oral surgeon, or a general dentist with
advanced training in implant surgery; a restorative dentist, who plans and places the tooth restorations;
and a dental laboratory technician who fabricates them.
Placing dental implants requires a surgical procedure in which precision channels are created in the
jawbone, often using a surgical guide. The implants are then fitted into the sites so that they are in intimate
contact with the bone. They generally require two to six months to fuse to the bone before they can have
tooth restorations attached to them to complete the process.
5,___________________________________________ ?
Single Tooth Replacement: Immediately (at the same time an implant is placed) or after a period of
healing, an abutment is attached to the implant. This is a device that abuts or joins the implant to a tooth
form called a crown, which replaces the tooth part you see in the mouth. It will hold a custom-made crown
that the dental laboratory will fabricate and match to your existing teeth. The custom crown is cemented or
screwed onto the abutment to permanently keep it in place. Once the crown is in place, it should be
indistinguishable from your natural teeth.
Fixed Multiple Tooth Replacement: As with single tooth replacement, temporary healing caps or
abutments may be placed on multiple implants until the healing phase is complete. After healing,
permanent abutments are attached to the implants. They can attach to custom-made crowns or
bridgework that a dental laboratory will fabricate to match your existing teeth. In the final step, the custom
bridge, which will replace multiple teeth, is cemented or screwed onto the abutments. The teeth have been
replaced without disturbing the healthy teeth next to them, and bone loss has been halted.
Removable Implant-Supported Tooth Replacement: If all of your lower teeth are missing, depending on
the design of the removable restoration, two to six implants may be used to support a lower denture. If all
of your upper teeth are missing, a minimum of four implants may be used to support an upper denture.
Removable dentures are often used to replace extensive tooth, bone and gum-tissue loss, thus providing
support for the facial skeleton, lip and cheeks. A new denture can have attachments that snap or clip it into
place on the implants or a custom made, milled bar can be fabricated to create additional strength and
support for the restoration. Design variations are often related to your bone density and number of
implants present; your dentist will discuss these options during your consultation. A significant advantage
of a removable denture is facilitating the cleaning of the dental implants.
6,______________________________________________ ?
27
Natural teeth and dental implants may look the same, feel the same, and even function in a similar way,
but they are very different. The most important differences are in the way they attach to the surrounding
bone, their response to dental disease, their maintenance, and repair.
Teeth attach to the surrounding bone by a periodontal ligament (peri around; dont tooth) made up
of collagen fibers that join into the tooth on one side and bone on the other. Dental implants fuse directly
to the bone.
The gum tissues also attach to the root of a tooth with collagen fibers as described above. However, gum
tissues can only stick to the surface of dental implants.
Teeth are susceptible to dental decay as well as the need for root canal therapy; dental implants are metal
and do not decay or need root canal. Teeth may also be susceptible to periodontal (gum) disease, while
dental implants may be susceptible to peri-implantitis, an inflammatory response to bacterial biofilm of the
tissues surrounding the implant, which can result in disintegration of the bone to the implant.
7,__________________________________________ ?
Implant crowns and other prosthetic (false) tooth replacements are made to be remarkably failsafe
systems. They are removable and replaceable (only by your dentist), so that if damage or wear necessitates
replacement, this can be accomplished without affecting the implant(s) or attachment to the bone.
Nevertheless, implants do require maintenance. It is important to practice good daily oral hygiene,
including brushing and flossing to control bacterial biofilm. It is also important to see your dentist and
dental hygienist. Special instruments are necessary to clean dental implants that will not damage their
metal surface beneath the gum tissues. Your dentist will need to monitor your implants to make sure the
integrity of the osseointegration is stable, and that the implant crowns, bridgework or dentures are
functioning adequately.
https://dentalimplants.com/understanding-dental-implants.php
2, Look at the highlighted words in the text and choose the correct definition.
1, diabetes a, pleasant to the eye
2, models b, a person employed in a laboratory
3, alveolar c, a representation, usually on a smaller scale, of

an object,
4, aesthetic d, point of contact between two objects or parts
5, grafting e, to decline in health
6, technician f, a disease in which there is usually too much

sugar in the blood
28
7, abutment g, strong connective tissue serving to connect
bones or hold organs in place
8, healing h, to transplant or implant (living tissue, for

example) surgically into a bodily part
9, ligament i, cleaning the teeth
10, decay j, denoting the part of the jawbone containing

the roots of the teeth
11, brushing k, to restore to health or soundness; cure
WRITING
1.3.4 .Letter of Inquiry (W)

You would like to apply for the Graduate Prosthodontics Program but you have some questions about the
course. Write a Letter of Inquiry of 150-170 words.
Graduate Prosthodontics Program
Program Description
The Graduate Prosthodontics program is closely integrated with Periodontics. The program includes
instruction in Fixed Prosthodontics, Removable Prosthodontics, Implant Prosthodontics and Maxillofacial
Prosthetics. In the past, separate programs in Fixed and Removable Prosthodontics have been accredited
by the American Dental Association and graduates from these programs have qualified for examination by
the American Board of Prosthodontics. The current Prosthodontic graduate program is 12 quarters (36
months) in length. Students completing the program are awarded a Certificate in Prosthodontics and/or a
Master of Science in Dentistry. The Master of Science in Dentistry degree (M.S.D.) requires planning and
executing an acceptable research project in addition to didactic and clinical prosthodontic training.
Program Goals and Objectives
Provide students with information in the basic sciences as a foundation for understanding the literature
and adapting future advances into the clinical practice of Prosthodontics.
Prepare students to successfully take and pass the American Board of Prosthodontics certification process.
Prepare students to work closely with general dentists and other specialties to the end that patients
receive optimal care.
Train clinicians who demonstrate proficiency with the diagnosis, treatment planning and treatment of
prosthodontic patients with particular emphasis on the critical use of the existing literature and current
knowledge.
Train clinicians who demonstrate proficiency with the management of patients requiring Prosthodontic
and implant treatment as well as the long-term supportive therapy of these patients.
Train clinicians who generate, disseminate, preserve knowledge and serve the community and profession.
29
Ask about the following things:
basic sciences
what other specialities you can work with
possible post graduate training
Choose from the following expressions:
I am writing to enquire/inquire about/whether
I am writing to you in connection with/with reference to
I should be grateful if you would send me (full) details of
I would like some information on/about
Could you please let me know
Please send me a copy of your (current brochure and details of)
Thank you for your assistance in this matter.
I would be grateful to receive any information you have as soon as possible.
LISTENING
1.3.5.Treatment options and choices in implant dentistry (L)

Listen to the video about implant dentistry and decide if the following statements are true or false.
https://www.youtube.com/watch?v=QXpb79smNSU
1, All patients get the same treatment at the dental office. T/F
2, A permanent bridge is usually attached to 5 or 6 implants. T/F
3, This option does not last a life time. T/F
4, Locators help to find the decayed teeth. T/F
5, Food particles can cause gum irritation and pain. T/F
6, The attachments have to be replaced every year. T/F
30
7, The third option is a complex procedure involving bone grafting. T/F
8, This treatment is better for younger patients as they have more bone available. T/F
9, 30% of patients with lower dentures find it easy to chew. T/F
1.4 PERIODONTICS
VOCABULARY, READING
1.4.1.What is Periodontology?(V, R)
1, Read the text about periodontology and fill in the missing places with the given words.
periodontal ligament, bony socket, tooth socket, cementum, periodontium, gums
Periodontology is the study of the specialized system of hard and soft tissues that supports your teeth and
maintains their position in the jaw. This apparatus, known as the periodontium, has some very important
functions: it securely attaches the teeth to the jaws; it acts as a shock absorber during biting and chewing
and therefore helps to prevent damage to the teeth from excessive forces; and it maintains the teeth in a
stable position within the jaws so that they work together efficiently and comfortably during chewing.
The ______________1 is made up of several component structures that work together. The
______________2 is the bony pouch in the upper or lower jawbone in which the tooth is positioned. Below
the _____________3, the supporting root/roots of the teeth, which are not usually visible in a healthy
mouth, extend down into the tooth socket and are covered by a layer of _____________4. Extending
between the root cementum and the ________________5 is a complex arrangement of tiny fibres, known
as the _________________6, which holds the tooth in place almost like a sling. Because the different parts
of the periodontium are made from living tissues, they are able to adapt to changes in our mouths over
time, making the tiny changes in shape and thickness that keep the position of the teeth stable.
http://www.efp.org/public/what-is-periodontology.html
2, Answer the questions:
1, What is periodontology?
_____________________________________________________________
2, What are the functions of the periodontium?
_____________________________________________________________
31
3, What is the function of the tooth socket?
_____________________________________________________________
4, What is the function of the periodontal ligament?
_____________________________________________________________
READING
1.4.2.Gingivitis, periodontitis (R)

Read the text about gum diseases.
TYPES OF GUM DISEASE
Untreated gingivitis can advance to periodontitis and can eventually lead to tooth loss and other health
problems.
GINGIVITIS
Gingivitis is the mildest form of periodontal disease. It causes the gums to become red, swollen, and bleed
easily. There is usually little or no discomfort at this stage. Gingivitis is often caused by inadequate oral
hygiene. Gingivitis is reversible with professional treatment and good oral home care.
Factors that may contribute to gingivitis include,- diabetes, smoking, aging, genetic predisposition, systemic
diseases and conditions, stress, inadequate nutrition, puberty, hormonal fluctuations, pregnancy,
substance abuse, HIV infection, and certain medication use.
PERIODONTITIS
Untreated gingivitis can advance to periodontitis. With time, plaque can spread and grow below the gum
line. Toxins produced by the bacteria in plaque irritate the gums. The toxins stimulate a chronic
inflammatory response in which the body in essence turns on itself, and the tissues and bone that support
the teeth are broken down and destroyed. Gums separate from the teeth, forming pockets (spaces
between the teeth and gums) that become infected. As the disease progresses, the pockets deepen and
more gum tissue and bone are destroyed. Often, this destructive process has very mild symptoms.
Eventually, teeth can become loose and may have to be removed.
There are many forms of periodontitis. The most common ones include the following.
Aggressive periodontitis occurs in patients who are otherwise clinically healthy. Common features include
rapid attachment loss, bone destruction and familial aggregation.
Chronic periodontitis results in inflammation within the supporting tissues of the teeth, progressive
attachment and bone loss. This is the most frequently occurring form of periodontitis and is characterized
by pocket formation and/or recession of the gingiva. It is prevalent in adults, but can occur at any age.
Progression of attachment loss usually occurs slowly, but periods of rapid progression can occur.
32
Periodontitis as a manifestation of systemic diseases often begins at a young age. Systemic conditions such
as heart disease, respiratory disease, and diabetes are associated with this form of periodontitis.
Necrotizing periodontal disease is an infection characterized by necrosis of gingival tissues, periodontal
ligament and alveolar bone. These lesions are most commonly observed in individuals with systemic
conditions such as HIV infection, malnutrition and immunosuppression.
http://www.perio.org/consumer/types-gum-disease.html
1, Fill in the table below.
GINGIVITIS
Symptoms
Discomfort
Caused by
Reversibility
PERIODONTITIS
Symptoms
Discomfort
Caused by
Reversibility
2, Write the features to the appropriate disease
Aggressive periodontitis pocket formation
HIV infection
begins at a young age
Chronic periodontitis rapid attachment loss
necrosis of gingival tissues
33
Periodontitis as a manifestation of systemic recession of the gingiva
diseases
respiratory disease
Necrotizing periodontal disease bone destruction
inflammation
LISTENING
1.4.3.What is PROPHY? (L)
http://www.youtube.com/watch?v=dLM6FWLVGOA
1, Listen to the video about a special tooth cleaning method. Then answer the questions.
1, When do patients require Prophy?
___________________________________________
2, What causes gingivitis?
___________________________________________
3, How does tartar develop?
___________________________________________
4, What can periodontal disease lead to?
a, _________________________________________
b, ______________________________________
5, Name the steps of the treatment.
Step 1, __________________________________
Step 2, __________________________________
Step 3, __________________________________
34
6, What does loose crown indicate?
________________________________________
SPEAKING
1.4.4.FAQ about gum diseases (S)

Find a pair and act out the following dialogue.
Student A: You are the dentist.
Student B: You are the patient who has some questions.
Student A answers:
What causes gum disease?
Our mouths are full of bacteria. These bacteria, along with mucus and other particles, constantly form a
sticky, colorless plaque on teeth. Brushing and flossing help get rid of plaque. Plaque that is not removed
can harden and form tartar that brushing doesnt clean. Only a professional cleaning by a dentist or
dental hygienist can remove tartar.
What is periodontitis?
When gingivitis is not treated, it can advance to periodontitis (which means inflammation around the
tooth). In periodontitis, gums pull away from the teeth and form spaces (called pockets) that become
infected. The bodys immune system fights the bacteria as the plaque spreads and grows below the gum
line. Bacterial toxins and the bodys natural response to infection start to break down the bone and
connective tissue that hold teeth in place. If not treated, the bones, gums, and tissue that support the teeth
are destroyed. The teeth may eventually become loose and have to be removed.
What are the risk factors?
Smoking. Need another reason to quit smoking? Smoking is one of the most significant risk factors
associated with the development of gum disease. Additionally, smoking can lower the chances for
successful treatment.
Hormonal changes in girls/women. These changes can make gums more sensitive and make it easier for
gingivitis to develop.
Diabetes. People with diabetes are at higher risk for developing infections, including gum disease.
Other illnesses. Diseases like cancer or AIDS and their treatments can also negatively affect the health of
gums.
Medications. There are hundreds of prescriptions and over the counter medications that can reduce the
flow of saliva, which has a protective effect on the mouth. Without enough saliva, the mouth is vulnerable
to infections such as gum disease. And some medicines can cause abnormal overgrowth of the gum tissue;
this can make it difficult to keep teeth and gums clean.
Genetic susceptibility. Some people are more prone to severe gum disease than others.
35
Who gets gum disease?
People usually dont show signs of gum disease until they are in their 30s or 40s. Men are more likely to
have gum disease than women. Although teenagers rarely develop periodontitis, they can develop
gingivitis, the milder form of gum disease. Most commonly, gum disease develops when plaque is allowed
to build up along and under the gum line.
How do I know if I have gum disease?
Bad breath that wont go away

Red or swollen gums
Tender or bleeding gums
Painful chewing
Loose teeth
Sensitive teeth
Receding gums or longer appearing teeth
How is gum disease treated?
The main goal of treatment is to control the infection. The number and types of treatment will vary,
depending on the extent of the gum disease. Any type of treatment requires that the patient keep up good
daily care at home. The doctor may also suggest changing certain behaviors, such as quitting smoking, as a
way to improve treatment outcome.
How can I keep my teeth and gums healthy?
Brush your teeth twice a day (with a fluoride toothpaste).

Floss regularly to remove plaque from between teeth. Or use a device such as a special brush or wooden or
plastic pick recommended by a dental professional.
Visit the dentist routinely for a check-up and professional cleaning.
Dont smoke.
Student B questions:
What causes gum disease?
What is periodontitis?
What are the risk factors?
Who gets gum disease?
How do I know if I have gum disease?
36
How is gum disease treated?
How can I keep my teeth and gums healthy?
WRITING
1.4.5. Comparing pie charts. (W)

Find some data below about Emergency Department visits for dental-related conditions in 2009. Study the
pie chart carefully and write at least 150 words reporting the main features that you find in these pie charts
and make comparisons where relevant.
The following words might help you:
The pie chart is about ...

The slices of the pie chart compare the ...
The chart is divided into ... parts.
It highlights ...
... has the largest (number of) ...
... has the second largest (number of) ...
... is twice as big as ...
... is bigger than ...
more than ... per cent ...
only one third ...
less than half ...
So we can say ...
37
http://www.hcup-us.ahrq.gov/reports/statbriefs/sb143.jsp
1.5 ORAL SURGERY
VOCABULARY, READING
1.5.1.Oral and maxillofacial surgery (V, R)

Match the words with the definitions and then read the text.
1, inpatient a, a drug that induces partial or total loss of sensation
2, outpatient b, present or existing at the time of birth
3, sedation c, patient who receives treatment at a hospital but is not hospitalized
4, anesthesia d, increase the value, attractiveness
5, multidisciplinary e, reducing anxiety, stress, or excitement by administration of a sedative

agent
38
6, maxillofacial f, congenital split in the upper lip and palate
7, orthognathic g, patient who stays in a hospital while receiving medical care or

treatment
8, craniofacial h, combining several specialized branches of fields of expertise
9, cleft lip and palate i, affecting the upper jawbone and face
10, congenital j, having normally aligned jaws
11, enhance k, involving both the cranium and the face
Oral and Maxillofacial Surgery
Oral and Maxillofacial Surgery is the specialty of dentistry that includes inpatient and outpatient care,
sedation and outpatient anesthesia, the management of diseases of the teeth and their supporting soft
and hard tissues (dentoalveolar surgery), surgical reconstruction of inadequate bone structure of the
jaws, evaluation and planning of treatment and placement of dental implants to replace one or more
missing teeth, treatment of head and neck traumatic injuries to the face, jaws, mouth and teeth,
diagnosis and treatment of temporomandibular joint (TMJ) disease, diagnosis and multidisciplinary
treatment of oral cancer and other diseases in the maxillofacial region, reconstructive and corrective jaw
surgery (orthognathic and craniofacial surgery) to improve the function and appearance of patients with
such conditions as cleft lip and palate and other congenital skeletal defects, diagnosis and surgical
treatment of obstructive sleep apnea syndrome, microneurosurgical repair of facial and trigeminal nerve
disorders, and facial aesthetic surgery procedures to enhance facial appearance and function.
http://dentistry.uic.edu/departments/omfs/
READING
1.5.2 What to do before oral surgery? (R)

Read the text and choose the best heading from the list for each paragraph.
Eating, Drinking, and Smoking Before Oral Surgery
Preparing Your Recovery Space
Make Arrangements for Transportation and Care
What You Should Wear for Your Oral Surgery and Items to Avoid
39
Plan Your Post Surgical Diet
Consult With Your Dentist or Surgeon
How to Prepare for Oral Surgery
1, _______________________________________
Consult with your surgeon or dentist before your oral surgery to find out if you will require any medications
after the procedure. Make arrangements for someone to have these prescriptions picked-up and ready for
you immediately after the procedure, as you may not be feeling up to doing this yourself.
Discuss any concerns or fears you may have prior to your appointment. Your dentist will be more than
happy to explain the procedure to you and answer any questions you may have. Take this opportunity to
discuss sedation options and distraction methods that may help you through your oral surgery.
2, _______________________________________
Choose someone to accompany you to and from your appointment before your oral surgery date. Have
that person remain in the office or location of your appointment. Depending on the type of anesthetic
used, you may not physically be capable of operating a vehicle after your oral surgery. If you have small
children, arrange for someone to assist you with them during your recovery time.
3, _______________________________________
If your surgeon is using intravenous anesthetic sedation or general anesthetic, follow all preoperative
instructions closely. Generally, you should not eat or drink anything, including water, for eight hours before
your oral surgery. If your type of oral surgery requires local anesthetic, have a light meal 1 to 2 hours before
your oral surgery. Brush and floss your teeth prior to your appointment. Do not smoke at least 12 hours
before your oral surgery. What an ideal opportunity to consider quitting, as smoking is not permitted for a
minimum 24 hours after oral surgery.
4, _______________________________________
Wear short-sleeved, loose-fitting, comfortable clothing for your oral surgery appointment. Although the
doctor and staff do their best to prevent staining on your garments, consider wearing something that you
wont mind being ruined. Do not wear jewelry as you will be required to remove it prior to some
procedures. Avoid wearing contact lenses to your appointment, because your eyes may remain closed
40
during the procedure, and again, depending on the type of anesthetic used its best to avoid contact lenses.
Try not to wear any make-up or lipstick. Do however, bring along some moisturizer for your lips such as lip
balm because your lips may become chapped during your surgery.
5, ______________________________________
Your diet after oral surgery is typically one that consists of soft food that require little to no chewing. Try to
avoid food that is spicy or acidic, as this may irritate the gum tissue. Beverages that contain a higher
nutritional value, or protein powder shake mix are easy to prepare and provide you with high levels of
vitamins and minerals necessary to stay nourished during your recovery. Do not use a straw to drink your
beverages, especially after a tooth extraction. Sucking on a straw can cause a very painful condition called a
dry socket, that will send you back to the dentist for additional treatment.
6, ___________________________________________
Prepare your bed and living space comfortably to allow for your required rest after your oral surgery. Try to
have enough pillows to keep yourself reclined, as you most likely will not be able to sleep flat on your back
or side. Use an old pillow case and sheet set as you do not want to ruin your everyday bedding. Have
several books, word puzzles, and magazines within easy reach of your resting area to help you pass the
time. If you enjoy watching television shows, movies, or playing video games, relocate your television set, if
possible, into the room where you will be spending the most time recovering.
http://dentistry.about.com/od/issuesandemergencies/tp/BeforeOralSurgery.htm
SPEAKING
1.5.3 How to prepare for oral surgery? (S)

You are an oral surgeon. You were asked to give a short presentation to patients who are likely to have oral
surgery soon. Read text 1.5.2. about how to prepare for oral surgery again and talk about dos and donts.
Use the following phrases:
First, (you) . . . Then, (you) . . .
Next, (you) . . . Lastly, (you) . . .
The next step is to . . .

After that,
41
The next thing you do is . . . Once you've done that, then . . .
When you finish that, then . . . The last thing you do is . . .
In the end,
WRITING
1.5.4. Letter of Application (W)

You have seen the following advertisement and you would like to apply for the 1-year hospital-based
general practice residency. Write a Letter of Application saying why you would like to apply and why you
find it useful to complete this curriculum.
Oral and Maxillofacial Surgery
Oral and Maxillofacial Surgery (OMS) is a specialty of medicine and dentistry that focuses on the diagnosis,
surgical treatment, and management of diseases and disorders of the face and jaws. Our faculty are trained
to treat trauma, congenital and acquired defects and disorders, facial infections, cancers of the head and
neck region, as well as to perform extractions, placement of dental implants, and dental anesthesia and
sedation. The Department of Oral and Maxillofacial Surgery conducts a predoctoral curriculum in OMS, a 4-
year post-doctoral OMS residency program, and a 1-year, hospital based, general practice residency (GPR).
42
Unit 2. THE TOOTH
Aims of the Unit
After completing this unit you will have the vocabulary and skills that will help you talk about human tooth
structures.
This unit will describe
Dental anatomy
Dentition types
Names of teeth and their functions
Tooth surfaces
2.1.DENTAL ANATOMY
READING
2.1.1.Human teeth.(R)
Read the text about human dentition and finish the sentences below.
Human teeth are the teeth (small, calcified, hard, whitish structures) found in the human mouth. They
function in mechanically breaking down items of food by cutting and crushing them in preparation for
swallowing and digestion. The roots of teeth are embedded in the maxilla (upper jaw) or the mandible
(lower jaw) and are covered by gums. Teeth are made of multiple tissues of varying density and hardness.
Teeth are among the most distinctive (and long-lasting) features of mammal species. Humans, like other
mammals, are diphyodont, meaning that they develop two sets of teeth. The first set (also called the
"baby", "milk", "primary", and "deciduous" set) normally starts to appear at about six months of age,
although some babies are born with one or more visible teeth, known as neonatal teeth. Normal tooth
eruption at about six months is known as teething and can be painful.
http://en.wikipedia.org/wiki/Human_tooth
1, The function of teeth is .
2, The roots can be found .
3, Tissues of teeth ..
4, Humans and other mammals are ..
5, The first set of teeth is called ...
6, Neonatal teeth are ..
7, Teething is ..
43
VOCABULARY
2.1.2. Parts of teeth. (V)

Have a look at the illustration below and match the words with the definitions.
http://www.webmd.com/oral-health/picture-of-the-teeth
1, crown a, the hard, calcareous substance covering the exposed portion of a

tooth
2, neck b, the fleshy tissue that covers the jawbones around the bases of the
teeth
3, root c, the part of a tooth between the crown and the root
4, enamel d, a tubular structure that transports such body fluids as blood and
lymph
5, dentine e, a bonelike substance covering the root of a tooth.
6, pulp cavity f, the calcified tissue surrounding the pulp cavity of a tooth and
comprising the bulk of the tooth
7, root canal g, the part of a tooth that is covered by enamel and projects beyond
the gum line
8, gum tissue h, the passage in the root of a tooth through which its nerves and
blood vessels enter the pulp cavity
9, cement i, the dense, semirigid, porous, calcified connective tissue forming
the major portion of the skeleton of most vertebrates
10, vessels j, the central cavity of a tooth containing the pulp
11, bone k, embedded portion of a tooth
44
READING
2.1.3. Role of teeth. (R)

Decide whether the statements are true or false. First give your answers and then read the text and check
them.
1, Without teeth our face would have different shape. T F
2, Primary teeth are replaced by the age of six. T F
3, Without baby teeth the jawbone cannot develop properly. T F
4, Central incisors are the closest to the midline. T F
5, Permanent molars take the place of primary premolars. T F
6, Third molars are called wisdom teeth. T F
7, If wisdom teeth cannot erupt they are called impacted. T F
8, Canines are for biting off food. T F
9, Acids always do harm to the enamel and cause decay. T F
10, Cementum is joined to the jaw socket with membranes. T F
Now read the text and then check your answers.
The teeth are hard structures, set in the upper or lower jaw, and are used for chewing food. Teeth also give
shape to the face and aid in the process of speaking clearly.
Primary (baby) teeth usually appear between the ages of six months and three years and start to be
replaced at about six years of age. During teething, a baby may be irritable, fretful, clinging, have difficulty
sleeping and cry more than usual. Extra saliva may cause the child to dribble and a baby tends to chew on
anything he or she can hold. The gum may become red and swollen and the cheeks may be warm and red
in the area in which the tooth is coming out.
We are born with the beginning of our permanent teeth already in place under the gums below the primary
teeth. To neglect baby teeth is to invite a lifetime of dental problems, because as a child matures, the baby
teeth guide the growth and development of the jawbones and of the permanent teeth. If the primary teeth
are lost too early, the jaw may not develop correctly and the permanent teeth may come in crooked or
overcrowded.
The second set of teeth, called secondary or permanent teeth, consists of thirty-two teeth-sixteen in each
jaw-and they are arranged from the midline of the mouth as follows: central incisor, lateral incisor, cuspid,
first bicuspid (premolar), second bicuspid, first molar, second molar, and third molar.
45
Adult teeth form very slowly and push up through the gums when they are fully formed. Permanent molars
(grinding teeth) appear behind the primary premolars, where a child has no teeth at all. Eight bicuspids
dislodge and take up the space of the eight primary molars, and adult incisors and cuspids (sharp, chisel-
shaped, biting teeth) replace baby teeth of the same kind. When baby teeth fall out, the roots are absorbed
into the gums. The first permanent teeth are frequently known as six-year-molars, because they appear at
around that age. The process of shedding baby teeth begins at about that time too, with the front teeth as
the first to go. The upper canines are the last baby teeth to be lost. By the age of eleven to thirteen,
twenty-eight permanent teeth are usually in place. The four additional adult, or wisdom teeth appear
several years later; or, sometimes, they do not appear at all. Sometimes these molars, called wisdom teeth,
become wedged in abnormal positions within the jaws and fail to erupt. Such teeth are said to be impacted.
Different teeth are adapted to handle food in different ways. Incisors (front teeth) are chisel-shaped, and
their sharp edges bite off relatively large pieces of food. The cuspids (canine teeth) are cone-shaped, and
they are useful in grasping or tearing food. The bicuspids and molars have somewhat flattened surfaces and
are specialized for grinding food.
The enamel that covers the crown, the part above the gum, in each tooth can be broken down by acids
produced by the mouth for digestive purposes. This process is called decay. To prevent decay, good oral
hygiene, consisting of daily brushing and flossing, is necessary. The hardest substance in the human body is
one of the four kinds of tissue that make up the tooth. It is enamel and covers the crown, the area above
the gum line, of the tooth. A bony material called cementum covers the root, which fits into the jaw socket
and is joined to it with membranes. Dentin is found under the enamel and the cementum, and this material
forms the largest part of the tooth. At the heart of each tooth is living pulp, which contains nerves,
connective tissues, blood vessels and lymphatics. When a person gets a toothache, the pulp is what hurts.
http://www.innerbody.com/image/teet05.html#full-description
LISTENING
2.1.4 Tooth anatomy. (L)

Complete the sentences with the appropriate terms.
http://www.youtube.com/watch?v=rDxatqUbkVk
1, The gum hides everything except the ______________________________
2, Because of enamel the tooth is ______________________________________
3, Dentin is __________________ than enamel but ______________________ than bone.
4, The nerves and blood vessels enter the tooth _____________________________
5, Every tooth is held in place _____________________________________
6, The gum attaches ________________________________
46
SPEAKING
2.1.5. Different parts of the tooth (S)

Label the diagram.
http://www.nlm.nih.gov/medlineplus/ency/imagepages/1121.htm
2.2.NAMES OF TEETH AND THEIR FUNCTIONS
VOCABULARY
2.2.1. Names of teeth. (V)

Have a look at the illustration below and then match the tooth with its function.
47
http://www.igimages.co.uk/blogarchive/2009/marchblog.html
NAME FUNCTION
1, Incisors A, These are your sharpest teeth and are used

for ripping and tearing food apart.
2, Canines B, They are also used for chewing and grinding

food.
3, Premolars C, They are the eight teeth in the front and

center of your mouth (four on top and four on
bottom). These are the teeth that you use to
take bites of your food.
4, Molars D, These are the last teeth to develop and do not

typically erupt until age 18 to 20, and some
people never develop them at all.
5, Wisdom teeth E, They are used for chewing and grinding food.
You have four of these on each side of your
mouth, two on the upper and two on the lower
jaw.
http://www.everydayhealth.com/dental-health/101/your-mouth-101.aspx
48
READING
2.2.2. Tooth form and function. (R)

Read the text and then complete the sentences with the given words.
Tooth form and function
biting portion, delicate tactile sense, farthest back, series of, sense, are adapted for, next to, in
shape, bicuspid, variable in
Incisor teeth are the teeth at the front of the mouth, and they _______________1 plucking, cutting, tearing,
and holding. The ______________2 of an incisor is wide and thin, making a chisel-shaped cutting edge. The
upper incisors have a _______________3 that enables them to be used for identifying objects in the mouth
by nibbling. ____________4 the incisors on each side is a canine, or cuspid tooth. It frequently is pointed
and rather peglike _____________5 and, like the incisors, has the function of cutting and tearing food.
Premolars and molars have a ______________6 elevations, or cusps, that are used for breaking up particles
of food. Behind each canine are two premolars, which can both cut and grind food. Each premolar has two
cusps (hence the name ___________7). The molars, by contrast, are used exclusively for crushing and
grinding. They are the teeth _____________8 in the mouth. Each molar typically has four or five cusps. The
third molar in humans tends to be _____________9 size, number of roots, cusp pattern, and eruption. The
number of roots for each type of tooth varies from one for incisors, canines, and premolars to two or three
for molars.
http://www.britannica.com/EBchecked/topic/599469/tooth
WRITING
2.2.3. Human dentition (W)

Fill in the table.
Name of tooth Number Shape Function Other name
Incisor
Canine
Premolar
49
Molar
Third molar
SPEAKING
2.2.4. History taking with a partner.(S)

Find a partner and act out the following dialogue.
Student A: You are the dentist. You want to take the history of a new patient. Follow the questions on the
patient file and circle Yes or No on the sheet.
Student B: You are the patient. This is your first time at this dentist. Answer his questions.
50
http://www.almadensmiles.com/index.php/patient-forms/
51
2.3.DENTITION TYPES
SPEAKING
2.3.1. Tooth eruption. (S)
Student A: You have to talk about primary tooth eruption to your partner. Tell him/her when certain teeth
come out.
Student B: You have to talk about permanent tooth eruption to your partner. Tell him/her when certain
teeth come out.
Discuss the differences between the eruption of the two sets of teeth.
http://www.drchetan.com/wp-content/uploads/2013/03/primary-and-permanent-teeth-eruption.gif
READING
2.3.2. Primary and permanent teeth. (R)

The following sentence fragments give you information about the differences between primary and
permanent teeth. Make the correct match.
1, Primary teeth are smaller in all dimensions

A, crown length than permanent crowns.
52
2, Primary crowns are wider in the mesial-to-
B, do the roots of permanent molars.
distal dimension compared with
3, Primary teeth have narrower and longer roots

C, and it has a more consistent depth.
compared to
4, The facial and lingual cervical thirds of the D, comparatively larger than those in permanent
crowns of anterior primary teeth are teeth.
5, Primary teeth are markedly more constricted

E, crown length and width in permanent teeth.
at the dentinoenamel junction (DEJ)
6, The facial and lingual surfaces of primary F, in permanent molars.

molars converge occlusally so that
7, The roots of primary molars are comparatively

G, much more prominent than those of
more slender and longer than
permanent teeth.
8, The roots of primary molars flare out nearer

H, the roots of permanent molars.
the cervical area and more at the apex than
9, The enamel is thinner (approximately 1 mm)

I, than permanent teeth.
on primary teeth than on permanent teeth,
10, The thickness of the dentin between the pulp J, than corresponding permanent teeth.
chamber and enamel in primary teeth is less
than
11, The pulp chambers in primary teeth are

K, that in permanent teeth.
12, The pulp horns, especially the mesial horns,

L, the occlusal surface is much narrower in the
are higher in primary molars than
faciolingual than the cervical width.
https://www.inkling.com/read/hargreaves-cohens-pathways-pulp-10th/chapter-23/differences-in-primary-
and
53
READING
2.3.3. Moving from primary to permanent teeth.(R)

Complete the following text. Use all the words provided in the table to fill in the gaps.
Developing Teeth: Moving From Primary To Permanent
roots, into, permanent, front, emerge, lose, replaced, space, both, vary, primary, behind, gain,
erupt, molars,
Because there are more ______________1 teeth than _______________2 teeth, the permanent premolars
come in ____________3 the primary molars. Permanent molars emerge ______________4 an open space.
The jaw lengthens as a child grows to create _____________5 for these permanent molars.
It takes about six years, between the ages of six and twelve for children to _____________6 their primary
(deciduous) teeth and ____________7 their permanent teeth. This is called the period of "mixed dentition,"
because for much of the time, children will have ____________8 primary and permanent teeth. Teeth form
under the gum before they ____________9 (emerge through the gum). The crown, or visible part of the
tooth, forms before the __________10 do. Before the roots form, the developing tooth is called a "tooth
bud."
Eventually, the 20 primary teeth are ________________11 by 32 permanent teeth. The primary molars are
replaced by permanent premolars (also called bicuspids) and the permanent _____________12 come in
behind the primary teeth. Most often, the first teeth to _____________13 are the lower two front teeth
(incisors) and the upper and lower first molars, the molars closest to the ____________14 of the mouth.
They are followed by the upper two front teeth. The order that teeth emerge can _____________15.
Parents should be more concerned about symmetry (the same teeth coming in at the same time on both
sides) than the time teeth emerge.
54
http://www.colgateprofessional.com/patient-education/articles/developing-teeth-primary-to-permanent
SPEAKING
2.3.4. Differences between primary and permanent teeth. (S)

Imagine you are a dentist and were asked to give a short presentation to students about the differences
between primary and permanent dentition. Have a look at the table below and give your 3-minute
presentation.
Feature Deciduous teeth Permanent teeth
Number 20 teeth in total 32 teeth in total
Types 2 incisors, 1 canine, and 2 2 incisors, 1 canine, 2

molars in each quadrant. There premolars and 3 molars in each
are no premolars. quadrant.
Size These are the smaller teeth and The permanent teeth are larger
each tooth is smaller than the than the primary teeth in size,
permanent successor. except for the premolars.
Shape The cusps are more pointed The cusps are blunt. The
and the crowns are bulbous. crowns are not bulbous. The
The contact areas are smaller. contact areas are broader.
Colour Enamel is less translucent, thus Enamel is more translucent,

the colour of the primary teeth thus the colour of the
is whiter. permanent teeth is bluish-
white.
Roots Roots are shorter and delicate Roots are longer and strong. In
though compared to crown size multi-rooted teeth there is a
they are relatively longer. The trunk and roots do not diverge
roots diverge widely. close to trunk.
Enamel Enamel is more permeable, less Enamel is less permeable, more

calcified and shows more calcified and shows relatively
attrition. less attrition.
http://www.drchetan.com/differences-between-deciduous-teeth-permanent-teeth.html
55
WRITING
2.3.5. Superbright toothpaste.(W)

You are asked to write a leaflet to encourage people to buy Superbright toothpaste. Use the ideas
below.
http://www.dreamstime.com/royalty-free-stock-photography-3d-smiling-tooth-toothpaste-isolated-icon-
image12501237
active ingredients, strengthens enamel, removes plaque, freshens breath, low price, cavity
protection, reduces decay,
2.4.TOOTH SURFACES, ROOTS
LISTENING
2.4.1. Tooth surfaces. (L)

Listen to Michelle talking about tooth surfaces. After listening to the video fill in the table below.
http://www.youtube.com/watch?v=KueN-4Lv69E
mesial surface
distal surface
occlusal surface
lingual surface
buccal surface
56
What are the two main reasons for naming the surfaces?
READING
2.4.2.Proper toothbrushing. (R)
Regardless of the specific methods employed to brush, clients must basically brush thoroughly. Many
patients spend too little time brushing or they brush haphazardly. Patients should develop a proper
sequence of brushing. This is an example of brushing sequence that should be followed just to ensure that
all the tooth surfaces are covered.
Start with the upper arch of the teeth. Posteriorly or at the back on the buccal surfaces, coming round the
arch to the front or anterior labial surfaces. Than proceed to brush the anterior and posterior palatal
surfaces. Finally brush all upper occlusal surfaces. Now for the lower arch, start on the posterior or back
buccal surface, than go round the arch to the anterior labial surface. Proceed on to the lingual surface of
the teeth. Than brush the occlusal surfaces of all the teeh.
Duration of the toothbrushing also should be stressed during toothbrushing instruction. It has been shown
that the average brushing time varies from approximately 45- 60 seconds. Dentists frequently recommend
patients to brush their teeth for 3 minutes, however if proper brushing methods are used, than 2 minutes
would be sufficient.
In addition to thoroughness of toothbrushing, frequency or the number of times a patient brushes a day
must be considered. Theoretically, if a patient uses a proper brushing method and follows correct
instruction, brushing once a day would be sufficient. Unfortunately, most people cannot attain the goal of
100 % plaque removal. Therefore it is generally recommended that patients brush at least twice daily. Once
in the morning and once at night before bed.
http://www.intelligentdental.com/2010/02/09/ideal-toothbrush-and-toothbrushing-methods-part-2/
57
SPEAKING
2.4.3.How to brush properly. (S)

Tell your patient how to brush properly. Use the information from 2.4.2.
READING
2.4.4. Root canals. (R)

Read the text about root canals, and match the paragraphs (A-E) with the headings (1-5) (R)
Table: Total number of roots and root canals different types of teeth can have.
Headings:
1, Treatment costs.
2, As you'd expect, procedure cost and appointment times vary according to treatment complexity.
58
3, The number of canals depends on which tooth (and even which tooth root) you are talking about.
4, Treatment / appointment time.
5, The number of root canals a tooth has generally correlates with the case's complexity.
Teeth always have at least one root, and each tooth root always has at least one root canal. But beyond
that basic format, a lot of variabilities exist.
Different types of teeth characteristically have an expected number of roots, usually ranging between one
and three. And, just as characteristically, some tooth roots are well-known for having (or else a strong
possibility for having) two or more root canals.
Taking all of these statistics into consideration, it's easy enough to anticipate how many root canals your
dentist will find inside your tooth.
You can expect, for the most part, that the more root canals a tooth has, the greater the degree of difficulty
associated with treating it is.
That's not to say that teeth with two canals are twice as difficult to treat as those that have just one. But a
dentist can generally anticipate that the canals they find in the former will likely be narrower, probably
harder to locate, and potentially more challenging to treat. Without question, a dentist is likely to
experience far fewer frustrations when treating an upper incisor (a tooth known for typically having a large
single canal) as opposed to an upper molar (which may easily have 4, or even 5, canals).
You'll find that the cost for root canal treatment, as well as the amount of time and number of visits it takes
to complete it, correlates with the complexity of the treatment (number of canals involved).
If you explore this link (root canal treatment cost estimates), you'll find, for example, that treating a molar
(a tooth that typically has at least 3 canals) can be expected to cost roughly 30 to 40% more than an incisor
(a tooth that has just a single canal).
In corresponding fashion, appointments scheduled for treating a molar might be expected to run over an
hour (and possibly more than one appointment may be needed). In comparison, teeth having a single canal
can often be treated in a single appointment that lasts less than an hour.
59
http://www.dental-picture-show.com/endodontics/a-how-many-root-canals.html
SPEAKING
2.4.5. Upcoming endodontic treatment.(S)

Inform your patient about the upcoming endodontic treatment. Ask him/her to sign the informed consent
below.
Student A: You are the dentist. You have to tell your patient about the root canal treatment. Answer any
questions your patient may have.
Student B: You are the patient. You need a root canal treatment. Your dentist will tell you everything about
the treatment and will ask you to sign the informed consent. Ask any questions if you are not sure about the
procedure.
Informed Consent for Endodontic Treatment
The Medical Consent Law requires doctors to advise patients of the general nature of treatment
procedures, the acceptable treatment alternatives, and the risks inherent in the proposed procedures.
I voluntarily consent to endodontic (root canal) treatment that has been recommended. I understand that
the goal of root canal treatment is to save a tooth that might otherwise require extraction. Although root
canal treatment has a very high success rate (over 90%), it is a dental-biological procedure, whose results
cannot be guaranteed. Further, root canal treatment is performed to correct an apparent problem and
occasionally undiagnosed or hidden problems arise.
I also understand that this procedure will not prevent future tooth decay or a possible fracture, and that
occasionally a tooth that had root canal treatment may require retreatment, endodontic surgery or tooth
extraction.
The treatment has been fully explained to me including the risks involved. I have been informed that
complications might include, but are not limited to:
a) perforation of the canal with instruments, which could result in the need for additional treatment, root
canal surgery or the loss of the tooth.
b) instrument breakage in the canal, which may require re-treatment, root canal surgery or extraction.
c) incomplete healing, which may require re-treatment and/or root canal surgery or extraction.
d) post-operative infection, which may require additional treatment and/or the use of antibiotics.
e) tooth and/or root fracture, that may require additional treatment or extraction.
f) post-treatment discomfort, numbness of the soft-tissues of the mouth.
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I am aware that the condition of the tooth will worsen and that other systemic (medical) problems could
possibly develop if the recommended procedure is not done. It has been explained that other treatment
options might be possible, such as, tooth extraction, and followed by fixed or removable bridgework, or
placement of dental implants.
After the completion of the root canal procedure, you will be referred back to your restorative dentist for
the permanent restoration (filling, crown, onlay). Failure to have the tooth properly restored in a timely
manner significantly increases the possibility of reinfection, failure of the root canal procedure and/or
tooth fracture.
I have had an opportunity to ask questions of my treating doctor and am fully satisfied with
the answers that I have received.
Patient/Guardian:_____________________________________
Date:______________
Witness:_____________________ Tooth #:____________
http://www.endoexperience.com/library_3.html
2.5.TOOTH DEVELOPMENT
http://www.nature.com/nrg/journal/v5/n7/fig_tab/nrg1380_F2.html
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READING
2.5.1. Different stages of teeth development (R)

Match the phrases with the definitions.
Introduction: the teeth develop from ectoderm and mesoderm: the enamel develops from ectoderm of the
oral cavity, and all other tissues come from the associated mesenchyme. Not all teeth develop at the
same time. The first tooth buds are seen in the anterior mandibular region, later in the anterior
maxillary region, then posteriorly in both jaws. Development is in continuous stages
THE DENTAL LAMINA AND BUD STAGE: the dental laminae are seen early in week 6 as U-shaped thickenings
or buds of the oral epithelium (surface ectoderm)
Localized proliferation of cells in the dental laminae forms round or oval swellings, the tooth buds, which
grow into the mesenchyme
The tooth buds develop into the deciduous or milk teeth (shed during childhood). There are 10 tooth buds
in each jaw, one for each tooth
The tooth buds for the permanent teeth, with deciduous predecessors, are seen in the 10-week fetus,
developing from deeper continuations of the dental lamina They lie on the tongue or lingual side of
the deciduous buds
Tooth buds for the permanent teeth appear at different ages during the fetal period except for the second
and third permanent molars, which appear after birth, at about 4 months and 5 years, respectively
The permanent molars with no deciduous predecessors develop as buds from backward extensions of the
dental laminae
CAP STAGE OF DEVELOPMENT: the deep surface of each ectodermal tooth bud becomes invaginated by
mesenchyme called the dental papilla, which gives rise to the dentin and dental pulp. The
ectodermal, cap-shaped covering over the papilla is called an enamel organ since it will produce the
future enamel of the tooth
The outer cellular layer of the ectodermal enamel organ is called the outer enamel epithelium; the inner
layer lining the "cap" is the inner enamel epithelium
As the enamel organ and dental papilla form, the surrounding mesenchyme condenses as the dental sac,
which later forms the cementum and periodontal ligament
THE BELL STAGE: with invagination of the enamel organ, the tooth assumes a bell shape
The mesenchymal cells in the dental papilla, adjacent to the inner enamel epithelium, differentiate into
odontoblasts, which produce predentin, and deposit it adjacent to the inner enamel epithelium. The
predentin later calcifies to form dentin
As the dentin thickens, the odontoblasts regress toward the center of the dental papilla but odontoblastic
processes remain embedded in the dentin and are called Tomes' dentinal fibers or processes
Cells of the inner enamel epithelium near the dentin form ameloblasts, which produce enamel in the form
of prisms or rods over the dentin layer, thus help form the outer layer of the tooth or the crown. As
enamel increases, the ameloblasts regress
Thus, both enamel and dentin help create the crown, which begins formation at the cusp or tip of the tooth
and progresses, in development, to the future root
The root begins after the enamel and dentin are well along in development
The inner and outer enamel epithelia come together in the neck region and form an epithelial fold, the
epithelial root sheath, which grows into the mesenchyme and begins the formation of the root
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The odontoblasts near the sheath form the dentin (continuous with that of the crown). As the dentin
increases, the pulp cavity gets smaller and becomes a narrow canal for the vessels and nerves to
enter the root
The inner cells of the dental sac form cementoblasts which produce cementum, which is deposited over the
root dentin and meets the enamel at the neck of the tooth
As the teeth develop, the jaws ossify and the outer cells of the dental sac also become active in bone
formation. Each tooth is soon surrounded by bone, except at its crown, and is held in its bony socket
or alveolus by the periodontal ligament
http://discovery.lifemapsc.com/library/review-of-medical-embryology/chapter-77-development-of-the-
teeth
1, ectoderm A, immature or undeveloped thing.
2, mesoderm B, to form a pocket by turning in
3, mesenchyme C, a bony hollow into which a part or structure fits
4, bud D, the middle germ layer that develops into muscle and bone and cartilage
and blood and connective tissue
5, proliferation E, pouchlike part
6, fetus F, mesodermal tissue that forms connective tissue and blood and smooth
muscles
7, predecessor G, an enveloping tubular structure
8, lamina H, one of a layer of cells lining the pulp cavity of a tooth, from which dentin
is formed
9, invaginated I, the outer germ layer that develops into skin and nervous tissue
10, epithelium J, something that precedes/comes before something else
11, sac K, any tissue layer covering body surfaces or lining the internal surfaces of
body cavities and hollow organs
12, odontoblast L, a human embryo starts to be called a fetus at nine weeks
13, sheath M, to grow or multiply by rapidly producing new tissue, parts, cells
14, bony socket N, a thin layer of bone, membrane, or other tissue
63
READING
2.5.2 Tooth development disturbances.(R)

Fill in the table below.
Development disturbances
Anodontia is a complete lack of tooth development, and hypodontia is a lack of some tooth development.
Anodontia is rare, most often occurring in a condition called Hypohidrotic ectodermal dysplasia, while
hypodontia is one of the most common developmental abnormalities, affecting 3.58.0% of the population
(not including third molars). The absence of third molars is very common, occurring in 2023% of the
population, followed in prevalence by the second premolar and lateral incisor. Hypodontia is often
associated with the absence of a dental lamina, which is vulnerable to environmental forces, such as
infection and chemotherapy medications, and is also associated with many syndromes, such asDown
syndrome and Crouzon syndrome.
Hyperdontia is the development of extraneous teeth. It occurs in 13% of Caucasians and is more frequent
in Asians. About 86% of these cases involve a single extra tooth in the mouth, most commonly found in the
maxilla, where the incisors are located. Hyperdontia is believed to be associated with an excess of dental
lamina.
Dilaceration is an abnormal bend found on a tooth, and is nearly always associated with trauma that moves
the developing tooth bud. As a tooth is forming, a force can move the tooth from its original position,
leaving the rest of the tooth to form at an abnormal angle. Cysts or tumors adjacent to a tooth bud are
forces known to cause dilaceration, as are primary (baby) teeth pushed upward by trauma into the gingiva
where it moves the tooth bud of the permanent tooth.
Regional odontodysplasia is rare, but is most likely to occur in the maxilla and anterior teeth. The cause is
unknown; a number of causes have been postulated, including a disturbance in the neural crest cells,
infection, radiation therapy, and a decrease in vascular supply (the most widely held hypothesis). Teeth
affected by regional odontodysplasia never erupt into the mouth, have small crowns, are yellow-brown,
and have irregular shapes. The appearance of these teeth in radiographs is translucent and "wispy,"
resulting in the nickname "ghost teeth".
http://en.wikipedia.org/wiki/Tooth_development
Name Features Incidence When it occurs
Anodontia
Hypodontia
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Name Where it occurs Cause Description
Hyperdontia
Dilaceration
Regional
odontodysplasia
WRITING
2.5.3. Write an email to your patient. (W)

You have a patient with Hyperdontia. Write him/her an email telling him/her about when you can start
treatment. Give details about where and when he/she should go. Use formal style. The letter should be
between 70-90 words.
65
Unit 3. DENTAL TEAM, DENTAL UNIT, DENTAL
INSTRUMENTS
Aims of the Unit
After completing this unit you will have the vocabulary and skills that will help you talk about the members
of the dental team, parts of a dental unit and different dental tools.
the job of the members of a dental team

the different parts and functions of the dental unit
the wide variety of instruments and how to use them
3.1. DENTAL TEAM
READING
3.1.1. Dental technicians. (R)

1, Match the beginnings of the sentences with their endings.
Dental technician/dental technologist
1, Dental technicians (or dental technologists as A, to design and construct appliances to meet
they are often referred to) each patients need.
2, Technicians/technologists use a wide range of B, design and make dentures.

materials, including gold, porcelain and plastic,
3, Prosthodontic technicians C, work is based in hospital oral surgery,

ophthalmic, cancer and burns units, helping to
reconstruct the faces of patients damaged by
accident or disease.
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4, Conservation technicians D, make braces to correct tooth positions.
5, Orthodontic technicians E, make dentures, crowns, bridges and dental

braces that improve patients appearance,
speech and their ability to chew.
6, Maxillo-facial technicians (sometimes also F, specialise in crown and bridge work.

known as maxillofacial prosthetists)
2, Fill in the gaps with the given words.
laboratories, qualified, progress, modify, independently, insure, specialise, additional
Career prospects
With further qualifications and experience, dental technicians can ___________1 onto management such as
senior or chief technician posts; quality control, teaching or sales.
Promotion prospects can be greater in larger ______________2 and it may be necessary to move between
employers to progress.
There are also opportunities to ______________3 as clinical dental technicians or as orthodontic therapists.
Clinical dental technicians
Clinical dental technicians design, create, construct and ______________4 (including repairing) removable
dental appliances for patients. They ____________5 optimal fit, maximum comfort and general well-being
of patients.
Clinical dental technicians are _____________6 and experienced dental technicians who have undertaken
____________7training in sciences, clinical skills, and interpersonal skills. They are able to work -
_______________8 of other dental team members.
http://www.nhscareers.nhs.uk/explore-by-career/dental-team/careers-in-the-dental-team/dental-
techniciandental-technologist/
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READING
3.1.2. Job of a dental hygienist. (R)
Dental Hygienist
Job Description
A career as a dental hygienist offers a wide range of challenges. In the dental office, the dentist and the
dental hygienist work together to meet the oral health needs of patients. Since each state has its own
specific regulations regarding their responsibilities, the range of services performed by hygienists varies
from state to state. Some of the services provided by dental hygienists may include:
patient screening procedures; such as assessment of oral health conditions, review of the health
history, oral cancer screening, head and neck inspection, dental charting and taking blood pressure
and pulse
taking and developing dental radiographs (x-rays)
removing calculus and plaque (hard and soft deposits) from all surfaces of the teeth
applying preventive materials to the teeth (e.g., sealants and fluorides)
teaching patients appropriate oral hygiene strategies to maintain oral health;
(e.g., tooth brushing, flossing and nutritional counseling)
counseling patients about good nutrition and its impact on oral health
making impressions of patients' teeth for study casts (models of teeth used by dentists to evaluate
patient treatment needs)
performing documentation and office management activities
Find the appropriate heading to each paragraph.
Security, Variety, Personal satisfaction, Creativity, Prestige, Flexibility
Career Advantages
Dental hygiene offers the following challenges and rewards:
__________________1: One of the most enjoyable aspects of a career in dental hygiene is working with
people. Personal fulfillment comes from providing a valuable health care service while establishing trusting
relationships with patients.
_________________2: As a result of their education and clinical training in a highly skilled discipline, dental
hygienists are respected as valued members of the oral health care team.
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_________________3: Dental hygienists use a variety of interpersonal and clinical skills to meet the oral
health needs of many different patients each day. Hygienists have opportunities to help special population
groups such as children, the elderly and the disabled. They may also provide oral health instruction in
primary and secondary schools and other settings.
_________________4: Because dental hygienists interact with such diverse population groups, they must
be creative in their approach to patient management and oral health education.
_________________5: The flexibility offered by full- and part-time employment options and availability of
evening and weekend hours enable dental hygienists to balance their career and lifestyle needs. Hygienists
also have opportunities to work in a wide variety of settings including private dental practices, educational
and community institutions, research teams and dental corporations.
_________________6: The services that dental hygienists provide are needed and valued by a large
percentage of the population. There is currently a great demand for dental hygienists. Employment
opportunities will be excellent well into the future. Due to the success of preventive dentistry in reducing
the incidence of oral disease, the expanding older population will retain their teeth longer, and will be even
more aware of the importance of regular dental care. With the emphasis on preventive care, dentists will
need to employ more dental hygienists than ever before to meet the increased demand for dental services.
Re-arrange the lines to get the story.
Opportunities
A Hygienists are in demand in general dental practices and 1
B to other career activities
C Depending upon the level of education
D Research, office management and business administration
E They also may be employed to
F Employment opportunities also may be available
G such as teaching hygiene students in dental schools and dental hygiene education
programs.
H provide dental hygiene services for patients in hospitals,
I and experience achieved,
69
J in specialty practices such as periodontics or pediatric dentistry.
K dental hygienists can apply their skills and knowledge
L nursing homes and public health clinics.
M are other career options.
N with companies that market dental-related materials and equipment. 14
http://www.ada.org/en/home-ada/education-careers/careers-in-dentistry/dental-team-careers/dental-
hygienist
LISTENING
3.1.3.A course for dental nurses (L)

Decide whether the statements are true or false.
http://www.youtube.com/watch?v=TYqU6LIeWEs
Dental nursing course
1, Mock exams will be every May and November. T F
2, All students reach excellent results. T F
3, Students needs are considered when planning the course. T F
4, You can only get a job if you are registered with GDC. T F
5, GDC registration brings you better salary. T F
6, Sometimes lessons will be in surgeries. T F
7, Recruitment agencies give links to nurses after graduation. T F
WRITING
3.1.4. Letter of Application to the nursing school. (W)

You would like to apply for the dental nursing course you have heard about from the video.
There are some phrases to help you.
70
Dear _______________________,
I am writing to apply for ________________________________________ At present I am

___________________________________________________________
I am keen to improve ___________________________as this is not only my hobby but also a strong need.
In addition, _______________________________________________________________________
Three years ago I was in America where I_______________________________________. Moreover,

___________________________________________. At present,
____________________________________________________
I am particularly interested in _________________________________________________
I hope ____________________________________________________________
Yours faithfully,
http://www.flo-joe.co.uk/cae/students/writing/makeover/makeover4.htm
SPEAKING
3.1.5. Dental hygienist. (S)

Student A: You are a dental hygienist and came for a job interview.
Student B: You are the head of a dental team. Student A came to you for a job interview. Use the ideas from
3.1.2. where you can see the job description of a dental hygienist.
Act out the dialogue.
3.2. DENTAL UNIT
http://ari-cn.com/dental-unit-c-32.html
71
SPEAKING
3.2.1. Different parts of a dental unit. (S)

1. Student A: Take the names of the different parts of a dental unit. Your partner will have the definitions of
them. Pair the names and definitions.
Student B: Take the definitions of the different parts of a dental unit. Your partner will have the names of
them. Pair the names and definitions.
1, head rest A, a support for the body
2, back rest B, a thin flat plate of metal on which dentists

keep their instruments
3, body rest C, a support on which to rest the feet
4, arm rest D, tool operated by air rotor
5, foot rest E, an often padded support for the forearm
6, instrument tray F, saliva ejector
7, front delivery system G, a support for the head, as at the back of a

dental chair
8, light source H, a continuously variable electrical resistor used

to regulate current.
9, rheostat I, used for mouth rinsing
10, three way syringe J, light that is a source of artificial illumination
11, airrotor handpiece K, a support for the back
12, hand suction tube L, it has separate internal channels supplying air,
water or a mist
13, water dispenser M, dentists keep handpieces, dental drills in it
2.Now that you know the different parts of the dental unit, act out a dialogue about the advantages and
disadvantages of the over-the-patient-delivery unit.
Student A: You are for this unit, talk about the advantages of it.
Student B: You are against this unit, talk about the disadvantages of it.
Finally, try to get to a conclusion whether this unit is the best or not.
72
Over-the-Patient Delivery
This is the system most used in dental clinics today. This unit design meets the requirements of time and
motion concepts and promotes good ergonomic positioning. With the unit over the patient, the assistant
can easily retrieve the handpieces and transfer them to the doctor who does not need to remove his or
her eyes from the operating site. There are no hoses to interfere with the assistants position. This type of
unit has been designed for the practice of true four-handed dentistry. Also, if the dentist is working alone
the handpieces are easily accessible.
Advantages Disadvantages
The most ergonomically-sound system for The most visible system to patients in terms
the dentist of seeing the instruments
Easily converts to left-handed or right- Is very confining for patients
handed Patients may bump into unit if they rise up
Moves up or down with the chair to suddenly
maintain a constant relationship Not generally recommended for treating
Provides the most practical use of space children or patients with conditions that
Allows dentist and assistant to handle result in aggressive behavior or unpredictable
instruments and switches movements
Allows the dentist to release the handpiece Patient's feet can get tangled in the
without looking up handpiece cords
http://www.dentalclinicmanual.com/chapt2/2_1.html
73
READING
3.2.2 Dental handpieces. (R)
Dental Handpieces
This is what is commonly called a "dental drill." Handpieces are
A, for general dentistry. If the clinic
B, are equipped with a wide range of attachments
C, that are used to cut or polish teeth. A clinic needs
D, that are purchased separately. Since handpieces and/or their attachments
E, both high-speed handpieces and low-speed handpieces
F, must be sterilized after being used,
G, plans to provide oral surgery services,
H, air-powered or electronically powered rotary instruments
I, it will need surgery handpieces. Handpieces
J, less handpieces. As a general rule you will need
K, they will use to sterilize them. Faster sterilization requires
L, 4 high-speed handpieces per operatory and 4 slow-speed attachments
M, the number needed by a facility is determined by the method
N, will depend on the number of patients treated per hour per operatory
O, that are used regularly for each operatory. The exact number
will depend on the number of patients treated per hour per operatory and the
handpiece sterilization time of the sterilization equipment you select.
http://www.dentalclinicmanual.com/chapt2/2_2.html
74
High-speed handpiece Low-speed handpiece
READING
3.2.3 A new method in caries diagnosis. (R)

Find the best answer.
Safe, radiation-free caries diagnosis.
Modern methods such as DIAGNOcam enable safe, early and radiation-free caries diagnosis. Dr. Severin
Holl from Geislingen/Germany, ________________1 DIAGNOcam daily in his dental practice. Here you can
read about his experiences.
In your practice you have probably already experienced a case where you (more or less by chance)
______________2 caries in an X-ray image yet assessed the tooth as healthy upon visual inspection. Using
DIAGNOcam, caries lesions show up particularly in the proximal area that visually I ______________3 at all.
Conversely this means that I can treat my patients caries earlier and thus provide better care. A great
feeling for both dentist and patient. DIAGNOcam ______________4 an important diagnostic device in my
dental practice - for caries diagnosis, a check of existing composite fillings before preparation or the
confirmation of a pulpitis caused by a crack and it is actually fun ____________5.
Apart from pure diagnosis, the assessment of the activity of a caries lesion _____________6 even more
important in clinical routine. With the simple monitoring function of the DIAGNOcam you get an instrument
that is suitable also for caries follow-up.
As a matter of course you can use DIAGNOcam for any initial examination or for a recall appointment.
Based on the result of the examination and depending on the case, bite wing images ________________7
then be indicated. For you this ______________8 the advantage that X-ray images can be made
considerably more selectively because suspected diagnoses particularly in the proximal area can be
detected much better with DIAGNOcam.
http://www.kavo.com/img_cpm/350_DIAGNOcam/files/DIAGNOcam-practice-guide-1-EN.pdf
A, has used B, had used C, uses D, may use
A, detected B, can detect C, are detecting D, were detecting
A, would not have B, will not notice C, was noticing D, noticed

noticed
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A, will become B, has become C, could have become D, to become
A, will use B, use C, uses D, to use
A, could have become B, become C, becomes D, was becoming
A, can B, could C, might D, have
A, had offered B, has offered C, offered D, offers
WRITING
3.2.4 Letter of Inquiry to Dr. Severin Holl about DIAGNOcam. (W)

You are a dentist and you have read the advertisement about DIAGNOcam. You would like to know more
about the device. Your letter should be between 120-150 words.
Ask about the following:
how long he has been using it

price
when he uses it
references
Choose from the following phrases:
I am writing to receive further information about

I am writing to inquire about
I am writing to receive more detailed information about
I am writing to receive further details about
The first thing I would like to know is
First of all I would like to know
I would also like to know if
I would also like to know whether
I hope you might also let me know about
I would like to thank you in advance for this information
Thanking you in advance for this information
Thanking you in advance
SPEAKING
3.2.5. Furnish your dental office. (S)

Have a look at the pictures and tell your partner why you would buy the following stools. (S)
76
Operator and Assistant Stools
Metal frame with 5-legged base for stability

Double wheel castors (need tile castors, not carpet castors, for hard floors)
Gas cylinder for height adjustment
Easily reached height adjustment lever or paddle
Seat pan tilt adjustment
Multi-density padding for comfort
Seamless upholstery for easy cleaning
The stools for the dentist and dental assistant are different, with the dental assistant stool having
foot and arm rest
Dentist stool Dental assistant stool
http://www.dentalclinicmanual.com/chapt2/2_2.html#chairs
3.3. DENTAL INSTRUMENTS
http://fragoimpex.com/
77
LISTENING
3.3.1. How to set up a dental tray. (L)

Fill in the missing places with the phrases from the video.
How to set up a dental tray?
http://www.youtube.com/watch?v=iGEhW-ttXoA
1, First you will have to assess on exactly ___________________________1 the doctor is going to perform.
2, In this case we are going to set up the tray for a ____________________________2 .
3, First you need a ____________3 for yourself.
4, You put on your______________________4, put your _________________5 on.
5, The arrows are _______________6 before sterilisation once they have been sterilised they turn
________________7 .
6, To make your job easier in the long run is setting up the instruments __________________8
they are going to be __________________9 .
10, You always want to have a ______________________10 to wipe the ____________________11
READING
3.3.2.Home dental hygiene. (R)
Great Dental Tools for Home
1, Look at the highlighted words in the text and choose the correct definition.
1, recline A, to advise
2, surround B, causing fear
3, daunting C, replace
4, lack D, trustworthy
5, tool E, to lie back or down
78
6, substitute F, any instrument of manual operation
7, recommend G, a series or sequence of events or ideas
8, reliable H, to encircle
9, track I, absence of something required
Sitting reclined at the dentist's office, you find yourself surrounded by dental instruments ranging from
shiny picks to handheld drills and UV light guns. Knowing the purposes for all these dental tools seems
daunting. Yet every time you speak with your hygienist and dentist, they tell you some of the most
important tools for good dental health lie in your own hands. How can that be?
Much of keeping your 32 teeth healthy -- 28 total for those lacking wisdom teeth -- depends on your day-
to-day decisions with basic tools at home. As we look at a few of these great dental tools, keep in mind that
dental health is shaped by a combination of factors, including a person's genetic background, diet, stress
and other lifestyle activities. Since your dentist is probably your mouth's No. 1 fan, it's always a good idea
to discuss using a new dental tool with your dentist. Also, substituting at-home care for routine dental
exams is never recommended.
In this article, we'll focus on reliable dental tools that have a track record for being safe and effective.
Frequently, it's the more simple instruments that get the job done.
2, Complete the text with the given words.
particles, dislodges, eat away, bout, access, latch on, employing, brushing,
1, Toothbrush and floss
A decent ___________1 of brushing and flossing makes your mouth feel clean, but there's another reason
why ______________2 these tools is so great.
Brushing teeth with a toothbrush and flossing removes tiny food ____________3 and bacteria called plaque
that build up on the surfaces of your teeth. When bacteria ______________4 to teeth surfaces, they tend to
feast on the sugars from food in your mouth, releasing acids that can __________5 at dental enamel over
time.
Dental experts emphasize the importance of toothbrushes because they regularly remove these bacteria
from your teeth. It turns out that what takes dentist's time -- and your money (and pain, perhaps) -- to fix
might have been avoided with daily ______________6.
79
Flossing also _____________7 food buildup and plaque in areas of the mouth that are difficult to
____________8 with a toothbrush alone. Though it's not necessarily bad to floss after you brush, dentists
say doing it beforehand will allow more fluoride, an ingredient known to keep tooth enamel strong, to
reach surfaces between your teeth.
3, Answer the questions below.
2, Dental plaque staining
Who thought staining your teeth would be a good thing? Well, temporarily at least.
Dental plaque staining helps you pinpoint spots you may be missing in your daily brushing and flossing.
True, staining your teeth sounds strange, but it's temporary and safe.
At-home plaque staining kits usually come with chewable tablets that can be spread on the surfaces of the
teeth and then rinsed with water. Let's say your kit comes with red tablets. After chewing and spreading
the tablets on the surfaces of your teeth and rinsing, look for a light pink dye when you smile.
The dye will cling to areas of your teeth that have excess plaque, giving you a direct view of the sticky
growth itself. In principle, the system works along the same lines as a UV light that illuminates stains on a
carpet, for instance. In fact, some plaque-detecting dyes are fluorescent and illuminate under a UV light.
Dental plaque staining tools can help if you want to improve your dental health but might not be able to
spot problem areas.
1, Why is dental plaque staining helpful?
________________________________________________________
2, What can be found in a home plaque staining kit?
________________________________________________________
3, What causes a light pink dye in your mouth?
________________________________________________________
4, Where will the dye appear?
________________________________________________________
5, What is the problem with dental plaque staining tools?
_______________________________________________________
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4, Write down the different advantages of using a mouth mirror.
3, Mouth mirror
Mouth mirrors are similar to what's found at the dentist's aid in maintaining good dental health at home.
Though these elongated mirrors act as indirect tools, they're useful in showing areas you may be missing
with routine brushing and flossing. Mirrors can also reveal discoloration or even the presence of some
cavities that create sensitive pits in your teeth.
If you have fillings or other dental work you'd like to keep an eye on, these mirrors make the task a lot
easier. Knowing what to monitor is something you and your dentist should discuss together.
Or, if you're simply fascinated with your pearly whites, a mouth mirror is a good way to learn about their
dynamic surfaces and unique ridges.
5, Decide which paragraph goes under which heading. Write the letter of each paragraph under the heading
it belongs to.
4, Tongue scraper
_________________________
5, Interdental cleaner
________________________
A, Tongue scrapers have been shown to slightly reduce signs of bad breath in the short-term. But what do
they accomplish, exactly?
B, These brushlike wands squeeze in between teeth and other tight spaces. For people with braces, these
tools help clean out debris often caught in between teeth and metal. Some are disposable, which limits
their reuse, while others are attachments to a permanent tool with fast, vibrating motors.
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C, These tools dislodge bacteria and fungus that have made a home on the surface of your tongue. By firmly
dragging the tool from the back of your tongue to the front, you scrape off microorganisms that have
established themselves there.
D, In studies, researchers found that tongue scrapers can reduce the presence of volatile sulfur compounds,
which are associated with bad breath. Keep in mind that the scrapers should be used gently -- the idea is to
remove bacteria on the outermost layer, not damage your tongue.
E, A different type of interdental cleaner, called an oral irrigator, works like flossing and shoots bursts of
water between teeth to dislodge bacteria buildup and food particles. Though interdental tools prove useful,
they should by no means be a substitute for regular brushing and flossing.
F, For people with chronic bad breath, however, visiting the dentist or doctor is recommended because
continual bad breath may be an underlying symptom of another health condition. To sum up, the benefits
of tongue scrapers are small, but they're an option for people who want to temporarily get rid of bouts of
bad breath.
http://health.howstuffworks.com/wellness/oral-care/products/5-great-dental-tools-for-home-
use.htm#page=0
SPEAKING
3.3.3. Home dental care.(S)

Student A: You are a dentist and would like to give advice to your patient about home dental care. Use the
texts above.
Student B: You are a dental patient and would like to ask questions about home dental care from your
dentist. Use the ideas from the texts above.
READING
3.3.4. Basic dental instruments. (R)

Know Your Dental Instruments!
If you're studying to be a dental assistant, it's important you know the types and functions of the dental
instruments you're likely to handle on the job. Here's a quick rundown of the types of dental instruments
found in most dental offices, and how they're used.
Dental Examination Instruments
These are tools you use to see teeth, tissues and areas not otherwise visible. They include:
Dental Mirrors -- These are the small, circular angled mirrors you use to see hidden areas such as the
backside of teeth. They can also be used to reflect light into deeper areas of the mouth and throat to
improve visibility.
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Dental Explorer -- Also known as a sickle probe, this tool has a small pointed hook at the end of a slim
handle. Dentists and dental hygienists use the probe to examine tooth surfaces by touch, feeling for soft
areas that can indicate tooth decay. The most common type of dental explorer is the No. 23, also known as
the shepherd's hook.
Periodontal Probe -- This probe is straight and thin with a blunted end. You use it to measure the depth of
pockets between the gum and teeth. The top of the probe is engraved with markings that help you take
accurate measurements.
Fill in the table below based on the facts you have just read about dental examination instruments.
Name Shape Use

Dental mirror
Dental exprorer
Periodontal probe
Dental Retractors
Dental retractors are tools that allow you to hold and spread parts of the mouth so you can improve
visibility and permit physical access. There are separate retractors designed to hold open cheeks, lips and
the tongue. You may need to use a "mouth prop" to hold open the mouth of an uncooperative child or
particularly nervous adult patient.
Dental Drills
Dentists use drills to cut into tooth enamel, usually as part of removing tooth decay. The drilling bit is
known as a bur. Burs come in dozens of shapes and sizes to allow a variety of procedures. They have names
such as flat fissure, pear-shaped, football, rounded, tapered and flame.
2, Answer the following questions about dental retractors and drills.
a, What are retractors used for?

________________________________________________________________
b, When do you need a mouth prop?

________________________________________________________________
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c, In which procedure do dentists use drills?
_______________________________________________________________
d, What are burs?

_____________________________________________________________
Dental Excavators
Excavators are hand instruments use to cut into teeth and remove decayed material. Types of excavators
include:
Enamel hatchets -- They are used to prepare cavity walls.
Dental hatchets -- These are used to widen the dental cavity.
Spoon excavators -- These are used to remove tooth debris and decayed dentin (the tooth's inner material)
from the cavity.
Periodontal Scalers and Curettes
Scalers and curettes are instruments with long, narrow tips. Both are used to remove calculus or tartar -- a
form of hardened dental plaque -- from tooth surfaces. Scalers are used above the gum line; curettes are
used below the gum line. Both come in a variety of shapes and sizes.
Dental Forceps
Dental forceps are the plier-like instruments dentists use to pull teeth. There are nearly a dozen different
types of forceps, each designed to fit comfortably around a different kind of tooth (canine, molar, etc.).
Dental Elevators
These are chisel-like tools with large handles and thin, flat tips dentists use to raise teeth in their sockets
just prior to extraction.
3, What instrument would you use in the following cases?
Problem Instrument
remove calculus
pull teeth
used above the gum line
raise teeth
http://dentalassistant.everestcollege.edu/articles/know-your-dental-instruments
84
WRITING
3.3.5. Advertising dental instruments. (W)

You are the representative of a dental instrument manufacturing company. Find a name and write the
advertisement why dentists should choose your company to order from. ( 120-150 words)
85
Unit 4. DENTAL AND PERIODONTAL PROBLEMS
Aims of the Unit
dental and periodontal problems.
signs and causes of gingivitis

symptoms and treatment of periodontitis
causes and types of tooth decay
different types of mouth sores
4.1. GINGIVITIS
http://www.oramd.com/gingivitis-its-causes-and-treatment/
READING
4.1.1. Gingivitis.(R)
1, Match each paragraph with the appropriate heading.
1, Dangers Of Gingivitis
2, How To Prevent Gingivitis?
3, What Is Gingivitis?
4, Treatment Of Gingivitis
5, What Causes Gingivitis?
6, Signs Of Gingivitis
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A, __________________________________
Gingivitis is medically classified as an inflammation of the gums, but it can lead to more serious gum
conditions and should be treated promptly and effectively at the first sign in order to prevent any further
complications. Thats because gingivitis is an entry level form of periodontal disease, which attacks the gum
tissue and eventually works its way to the jawbone and causes permanent damage including loss of teeth.
B, ____________________________________
Gingivitis is relatively easy to diagnose on your own, as the warning signs are very visibly evident. If you
suffer from gingivitis, some of the warning signs are:
Bleeding gums
Bright red or purple appearance to gums
Gums that are tender when touched
Mouth sores
Swollen gums
Shiny appearance to gums
If you suspect that you have gingivitis, the first thing you should do is examine your current oral hygiene
regimen, and see if it is up to par for treating gingivitis. Typically, gingivitis is caused by bacteria buildup in
the mouth that goes untreated. The good thing about bacteria buildup in the mouth is that its easy to treat
if you have the right plan in place.
C, __________________________________
If gingivitis goes untreated, it can lead to a number of other oral infections and conditions including:
Periodontitis
Gum infection
Tooth loss
Gum abscess
Jaw abscess
Trench mouth
While all these diseases can be very serious, the good news is that gingivitis is relatively easy to treat. If
gingivitis is taken care of in a timely manner, it could mean hundreds of dollars in savings on dental
procedures to help correct the more serious diseases that gingivitis can lead to.
2, Complete the text with appropriate word formed from the word given in capital letters.
87
D, ______________________________________
As mentioned earlier, gingivitis is caused by a bacterial buildup, but it is not the bacteria directly that cause
the problem.
REGARD ________________1 of what you do, bacteria are constantly forming in your mouth. It is an AVOID
________________2 truth your mouth will ALWAYS have bacteria in it. However, when you do not take
the proper measures to take care of your mouth, an excess of bad bacteria accumulate in your mouth.
This leads to plaque buildup. Plaque is the ACCUMULATE ________________3 of tiny food particles,
particularly sugars, and the excess bad bacteria in the mouth. The particles act as food for the bacteria, and
this is what creates the white, sticky substance you know as plaque.
Plaque is the major cause of tooth decay. If left ATTEND _______________4, the plaque will eventually
harden, and transform into whats known as tartar.
Both plaque and tartar are known to FLAME ______________5 the gums, causing gingivitis.
While it sounds like a long, drawn out, difficult process to manage, the truth is its not. Preventing plaque
and tartar buildup is very easy to do, and if you can SUCCESS________________6 control the goings on in
your mouth, you can eliminate the chances of gingivitis and other forms of advanced gum disease from
occurring.
3, Fill in the table with the missing information from the text below.
Preventing gingivitis
Controlling what you eat Oral hygiene
E, ________________________________________
There are two basic ways to help prevent gingivitis from affecting you controlling what you eat, and
taking care of your teeth the right way.
Many of the foods commonly consumed are made with artificial ingredients and refined sugar, which is the
perfect fuel for the bad bacteria in the mouth. Eating healthy foods is important, but unfortunately, it is
more difficult to control than you might think. So many of the foods you can buy in the supermarket are
unhealthy, and can really do a number on your teeth.
That said, you should live by the old adage of control what you can control. Since you cannot adjust the
way companies make the food you eat, then you need to take matters into your own hands.
88
That means the best way to prevent gingivitis from affecting you is to keep your mouth as clean as possible.
The core foundation for properly taking care of your mouth is to have an effective oral hygiene regiment in
place. This typically includes:
Flossing in the morning and evening before you brush
Brushing your teeth properly in the morning and evening with an anti-bacterial toothpaste
Using an anti-bacterial mouthwash to reach all the difficult, hidden nooks and crannies in the mouth
F, ______________________________________
If you think that you have gingivitis, you need to take a look at your oral hygiene regiment.
Make sure it is structured like the outline above flossing, brushing, and using mouthwash twice a day.
It is also important to find an oral care product that is free from chemicals like sodium lauryl sulfate and
fluoride, and does not dry out your mouth like alcohol based mouthwashes do.
If following these steps does not lead to relief, schedule an appointment with your dentist to discuss
further treatment options.
http://www.oramd.com/gingivitis-its-causes-and-treatment/
LISTENING
4.1.2 Video about gingivitis. (L)

Complete the sentences.
http://www.youtube.com/watch?v=nzn0PivV3pw
1, Gingivitis is often characterized by ___________________________________
2, The cause usually is _______________________________________________
3, If you want to prevent gingivitis _____________________________________
4, As gingivitis was caused by ___________________________, you have to everse it by

________________________
5, If you gently brush _________________________________
6, Gingivitis is the most ________________________________ in the world.
7, This is an early part of gum disease, so it is _______________________________
READING
4.1.3 What is gingivitis? (R)
Diagnosis
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Gingivitis is a category of periodontal disease where there is no loss of bone but there is presence of
inflammation and bleeding.
Each tooth is divided into four gingival units (mesial, distal, buccal, and lingual) and given a score from 0-3
based on the gingival index. The four scores are then averaged to give each tooth a single score. Gingivitis is
a category of periodontal disease where there is no loss of bone but there is presence of inflammation and
bleeding.
The diagnosis of the periodontal disease Gingivitis is done by a dentist. The diagnosis is based on clinical
assessment data acquired during a comprehensive periodontal exam. Either a registered dental hygienist or
a dentist may perform the comprehensive periodontal exam but the data interpretation and diagnosis is
done by the dentist. The comprehensive periodontal exam consists of a visual exam, a series of
radiographs, probing of the gingiva, determine the extent of current or past damage to the periodontium
and a comprehensive review of the medical and dental histories.
Current research shows that activity levels of the following enzymes in saliva samples are associated with
periodontal destruction: asparatate aminotransferase (AST), alanine aminotransferase (ALT), gamma
glutamyl transferase (GGT), alkaline phosphatase (ALP), and acid phosphatase (ACP). Therefore these
enzyme biomarkers may be used to aid in the diagnosis and treatment of gingivitis and periodontitis
A dental hygienist or dentist will check for the symptoms of gingivitis, and may also examine the amount of
plaque in the oral cavity. A dental hygienist or dentist will also look for signs of periodontitis using X-rays or
periodontal probing as well as other methods.
If gingivitis is not responsive to treatment, referral to a periodontist (a specialist in diseases of the gingiva
and bone around teeth and dental implants) for further treatment may be necessary.
1, How would you characterize gingivitis?
________________________________________________
2, Name the four gingival units.
______________________________________________
3, What is the diagnosis based on?
______________________________________________
4, What does a comprehensive periodontal exam consist of?
______________________________________________
5, What is the connection between enzymes and periodontal destruction?
______________________________________________
6, What can X-rays and periodontal probing detect?
_______________________________________________
90
http://en.wikipedia.org/wiki/Gingivitis
SPEAKING
4.1.4. Presentation on proper oral hygiene. (S)

You are a dental student. You have to give a short (3-4 minutes) presentation on how to prevent gingivitis.
Use the information from the previous tasks. Tell your audience what they should do and what they should
not do.
WRITING
4.1.5. Notes about gingivitis prevention. (W)

After your presentation you were asked to write some notes about how to prevent gingivitis. Take some
notes.
Things you should do Things you should avoid.
4.2. PERIODONTITIS
READING
4.2.1. What is periodontitis?(R)
1, Match the following sentence fragments.
1, Periodontitis is a serious gum infection A, an increased risk of heart attack or stroke and
other serious health problems.
2, Periodontitis can cause tooth loss or worse, B, poor oral hygiene.
3, Periodontitis is common C, can greatly reduce your chance of developing

periodontitis.
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4, Periodontitis is usually the result of D, that damages the soft tissue and destroys the
bone that supports your teeth.
5, Brushing at least twice a day, flossing daily E, but largely preventable.

and getting regular dental checkups
Signs and symptoms of periodontitis can include:
Swollen gums
Bright red or purplish gums
Gums that feel tender when touched
Gums that pull away from your teeth (recede), making your teeth look longer than normal
New spaces developing between your teeth
Pus between your teeth and gums
Bad breath
Bad taste in your mouth
Loose teeth
A change in the way your teeth fit together when you bite
There are different types, or classes, of periodontitis. Chronic periodontitis is the most common class,
affecting mostly adults, though children can be affected, too. Aggressive periodontitis usually begins in
childhood or early adulthood and affects only a small number of people.
2, Decide whether the statements are true or false after the text.
Causes
It's thought that periodontitis begins with plaque a sticky film composed mainly of bacteria. Plaque
forms on your teeth when starches and sugars in food interact with bacteria normally found in your mouth.
Brushing and flossing your teeth removes plaque. But plaque re-forms quickly, usually within 24 hours.
Plaque that stays on your teeth longer than two or three days can harden under your gumline into tartar
(calculus). Tartar also may form as a result of the mineral content of your saliva. Tartar makes plaque more
difficult to remove and acts as a reservoir for bacteria. You can't get rid of tartar by brushing and flossing
you need a professional dental cleaning to remove it.
92
The longer that plaque and tartar remain on your teeth, the more damage they can do. Initially, they may
simply irritate and inflame the gingiva, the part of your gum around the base of your teeth. This is called
gingivitis, the mildest form of periodontal disease.
Ongoing inflammation eventually causes pockets to develop between your gums and teeth that fill with
plaque, tartar and bacteria. Bacteria deposit endotoxin a byproduct of their own metabolism which is
responsible for much of the inflammation around teeth. In time, these pockets become deeper and more
bacteria accumulate, eventually advancing under your gum tissue. These deep infections cause a loss of
tissue and bone. If too much bone is destroyed, you may lose one or more teeth.
1, Plaque is made up of bacteria only. T/F
2, It is natural to have bacteria in your mouth. T/F
3, The content of the saliva helps tartar to develop. T/F
4, If you brush and floss you can remove tartar at home. T/F
5, Time is an important factor in the development of periodontal disease. T/F
6, Pockets preceed inflammation. T/F
7, The amount of bacteria depends on how deep the pocket is. T/F
3, Match the words with the definitions and then find the appropriate place for them in the text.
1, firm A, dark in colour
2, puffy B, look for
3, dusky C, the genetic transmission of characteristics

from parent to offspring
4, seek D, strong
5, heredity E, food
6, nutrition F, swollen
7, substance abuse G, excessive use of drugs
When to see a dentist
Healthy gums are ____________1 and pale pink. If your gums are _____________2, ____________3 red and
bleed easily, or show other signs or symptoms of periodontitis, see your dentist soon. The sooner you
93
___________4 care, the better your chances of reversing damage from periodontitis, potentially preventing
other serious health problems.
Risk factors
Factors that can increase your risk of periodontitis include:
Gingivitis
________________5
Poor oral health habits
Tobacco use
Diabetes
Older age
Decreased immunity, such as that occurring with leukemia, HIV/AIDS or chemotherapy
Poor ______________6
Certain medications
Hormonal changes, such as those related to pregnancy or menopause
________________7
Poor-fitting dental restorations
Problems with the way your teeth fit together when biting
Complications
Some complications associated with gum disease include:
Tooth loss
Coronary artery disease
Stroke
Premature, low birth weight babies
Poorly controlled diabetes
Respiratory problems
Rheumatoid arthritis
94
Asthma
Some research suggests that the bacteria responsible for periodontitis can enter your bloodstream through
your gum tissue, affecting your lungs, heart and other parts of your body. For instance, bacteria may travel
to the arteries in your heart, where they might trigger a cycle of inflammation and arterial narrowing that
contributes to heart attacks.
Tests and diagnosis
Diagnosis of periodontitis is generally simple. Diagnosis is based on your description of symptoms and an
exam of your mouth. Your dentist will look for plaque and tartar buildup and check for easy bleeding.
To determine how severe your periodontitis is, your dentist may:
Use a dental instrument to measure the pocket depth of the groove between your gums and your teeth.
Your dentist or a hygienist inserts a metal probe beside your tooth beneath your gumline, usually at several
sites throughout your mouth. In a healthy mouth, the pocket depth is usually between 1 and 3 millimeters
(mm). Pockets deeper than 5 mm may indicate periodontitis.
Take dental X-rays to check for bone loss in areas where your dentist observes deeper pocket depths.
4, Rearrange the lines to see the treatment of periodontits.
Treatments and drugs
A, The goal of periodontitis treatment is 1.
B, and prevent damage to surrounding bone. Treatment may be
C, You have the best chance
D, to thoroughly clean the pockets around teeth
E, adopt a daily routine of good oral care.
F, performed by a periodontist, a dentist or a dental hygienist.
G, for successful treatment when you
5, After reading the text fill in the table with the missing information.
Type of treatment Name of treatment Procedure
Nonsurgical treatments Scaling
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Root planing
Antibiotics
Surgical treatment Flap surgery
Soft tissue grafts
Bone grafting
Guided tissue regeneration
Enamel matrix derivative

application
Nonsurgical treatments
If periodontitis isn't advanced, treatment may involve less invasive procedures, including:
Scaling. Scaling removes tartar and bacteria from your tooth surfaces and beneath your gums. It may be
performed using instruments or an ultrasonic device.
Root planing. Root planing smoothes the root surfaces, discouraging further buildup of tartar and bacterial
endotoxin.
Antibiotics. Your periodontist or dentist may recommend using topical or oral antibiotics to help control
bacterial infection. Topical antibiotics can include antibiotic mouth rinses or insertion of gels containing
antibiotics in the space between your teeth and gums or into pockets after deep cleaning. However, oral
antibiotics may be necessary to completely eliminate infection-causing bacteria.
Surgical treatments
If you have advanced periodontitis, your gum tissue may not respond to nonsurgical treatments and good
oral hygiene. In that case, periodontitis treatment may require dental surgery, such as:
Flap surgery (pocket reduction surgery). In this procedure, your periodontist makes tiny incisions in your
gum so that a section of gum tissue can be lifted back, exposing the roots for more effective scaling and
root planing. Because periodontitis often causes bone loss, the underlying bone may be recontoured before
the gum tissue is sutured back in place. After you heal, it's easier to clean these areas and maintain healthy
gum tissue.
Soft tissue grafts. When you lose gum tissue to periodontal disease, your gumline recedes. You may need
to have some of the damaged soft tissue reinforced. This is usually done by removing a small amount of
tissue from the roof of your mouth (palate) or another donor source and attaching it to the affected site.
This procedure can help reduce further gum recession, cover exposed roots and give your teeth a more
pleasing appearance.
96
Bone grafting. This procedure is performed when periodontitis has destroyed the bone surrounding your
tooth root. The graft may be composed of small fragments of your own bone, or the bone may be synthetic
or donated. The bone graft helps prevent tooth loss by holding your tooth in place. It also serves as a
platform for the regrowth of natural bone.
Guided tissue regeneration. This allows the regrowth of bone that was destroyed by bacteria. In one
approach, your dentist places a special piece of biocompatible fabric between existing bone and your tooth.
The material prevents unwanted tissue from entering the healing area, allowing bone to grow back instead.
Enamel matrix derivative application. Another technique involves applying a special gel to a diseased tooth
root. This gel contains the same proteins found in developing tooth enamel and stimulates the growth of
healthy bone and tissue.
http://www.mayoclinic.org/diseases-conditions/periodontitis/basics/definition/con-20021679
LISTENING
4.2.2. Gingival recession and periodontitis.(L)
http://www.youtube.com/watch?v=ok3XW-TalYw
While you are listening decide whether the following statements are true or false.
1, Gingival recession can develop where the gum is thin. T/F
2, Regular, strong brushing can help avoid periodontitis. T/F
3, Prolonged gingival inflammation weakens the attachment of the gingiva. T/F
4, Surgically created gingival recession can deepen the depth of the pockets on purpose. T/F
5, Exposed tooth roots are sensitive to cold and hot temperatures. T/F
6, Tooth roots are as strong as enamel. T/F
7, Gingival recession and bone loss can lead to tooth loss. T/F
8, Gingival recession due to the position of the teeth is always self-limiting. T/F
97
SPEAKING
4.2.3. Discussion about periodontitis. (S)

Student A: You are a periodontist and you have a new patient with symptoms of periodontitis. Ask the
following questions from him/her.
Student B: You are a patient with bleeding gum. Your dentist will ask some questions from you to give you
the diagnosis.
1, Act out the dialogue.
When did you first start experiencing symptoms?

Have your symptoms been continuous or occasional?
How often do you brush your teeth?
Do you use dental floss? How often?
Do you see a dentist regularly?
What medical conditions do you have?
What medications do you take?
Do you use tobacco products?
2, Student A: After giving the diagnosis to your patient tell him/her what to do to prevent periodontitis.
Try these measures to reduce or prevent periodontitis:
Get regular professional dental cleanings, on a schedule recommended by your dentist.

Use a soft toothbrush and replace it at least every three to four months.
Consider using an electric toothbrush, which may be more effective at removing plaque and tartar.
Brush your teeth twice a day or, better yet, after every meal or snack.
Floss daily.
Use a mouth rinse to help reduce plaque between your teeth.
Supplement brushing and flossing with an interdental cleaner, such as a dental pick, interdental brush
or dental stick specially designed to clean between your teeth.
http://www.mayoclinic.org/diseases-conditions/periodontitis/basics/preparing-for-your-appointment/con-
20021679
98
READING
4.2.4. Different complications due to periodontal diseases.(R)

Complications
Having periodontal disease may put you at greater risk of a number of serious medical conditions:
Heart disease and stroke. Having long-term gum disease may increase your risk of heart attack and
stroke. The more severe your gum problems, the greater your risk. Research suggests that the
bacteria responsible for periodontitis can travel through your bloodstream to the arteries in your
heart where they trigger a cycle of inflammation and arterial narrowing that contributes to heart
attacks. Oral bacteria also make you more prone to develop blood clots, increasing the likelihood of
a stroke.
Complications of pregnancy. Women with moderate to severe periodontal disease may be much
more likely to give birth to a premature baby than are women with healthy gums. Although the
exact association between oral bacteria and low birth weight isn't clear, having gingivitis or
periodontitis appears to limit the growth of the fetus in the womb and may trigger high levels of
substances that induce labor. This is especially true if gum disease is initially severe to begin with or
worsens during pregnancy. The problem is exacerbated in women with diabetes, who are already
considered at high risk of pregnancy problems.
Uncontrolled blood sugar. Diabetes puts you at greater risk of developing periodontal disease and
other infections. It also makes blood glucose levels harder to control. That's because infection
anywhere in your body can raise your blood sugar level, requiring more insulin to keep it in check.
Pneumonia. If you have serious gum disease and lung problems, inhaling (aspirating) bacteria from
your mouth into your lungs may result in aspiration pneumonia, a condition that's especially
common in hospitals where patients may be sedated or have tracheal tubes.
http://www.colgateprofessional.com/patient-education/articles/periodontitis
WRITING
4.2.5. Leaflet about the possible complications of periodontitis.(W)

Use the ideas from the previous text. Write 8-10 sentences to show the connection between periodontitis
and some medical conditions.
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4.3. TOOTH DECAY
READING
4.3.1.Tooth decay. (R)

DECAY
Tooth decay is the destruction of your tooth enamel, the hard, outer layer of your teeth. It can be a
problem for children, teens and adults. Plaque, a sticky film of bacteria, constantly forms on your teeth.
When you eat or drink foods containing sugars, the bacteria in plaque produce acids that attack tooth
enamel. The stickiness of the plaque keeps these acids in contact with your teeth and over time the enamel
can break down. This is when cavities can form.
Cavities are more common among children, but changes that occur with aging make cavities an adult
problem, too. Recession of the gums away from the teeth, combined with an increased incidence of gum
disease, can expose tooth roots to plaque. Tooth roots are covered with cementum, a softer tissue than
enamel. They are susceptible to decay and are more sensitive to touch and to hot and cold. Its common for
people over age 50 to have tooth-root decay.
Decay around the edges, or a margin, of fillings is also common for older adults. Because many older adults
lacked benefits of fluoride and modern preventive dental care when they were growing up, they often have
a number of dental fillings. Over the years, these fillings may weaken and tend to fracture and leak around
the edges. Bacteria accumulate in these tiny crevices causing acid to build up which leads to decay.
http://www.mouthhealthy.org/en/az-topics/d/decay
WRITING
4.3.2. Slideshow on tooth decay. (W)

You are a dentist and was asked to give a presentation about tooth decay to secondary school students.
You decided to put a slideshow together. Prepare 4-5 slides with bullet points.
SPEAKING
4.3.3. Presentation on tooth decay. (S)

You had to go to a secondary school where you were asked to give a presentation on tooth decay. Use the
slides you had put together and deliver your presentation in 2-3 minutes.
100
LISTENING
4.3.4.Tooth decay. (L)

Fill in the missing places with the appropriate words you hear.
http://www.youtube.com/watch?v=dyk3eToByKg
1, Inside everybodys mouth there is a ____________ going on.
2, It is invisible battle because the bacteria are _____________________________ your teeth.
3, The plaque bacteria ______________________ the sugary foods we love to eat and drink.
4, Our spit is full of _______________________ the ones dissolved away by acids.
5, If more minerals are _______________________ than replaced the eanmel ___________________.
6, When the decay hits the ________________________ you get a toothache.
7, If you regularly remove bacteria with________________ and _______________ you will help your body.
READING
4.3.5. How to treat tooth decay.(R)

1, Complete the words with the proper ending.
Treatments and drugs
Most dentists recom________1 regular checkups to iden_________2 cavities and other dental conditions
before they cause troub_________3 symptoms and lead to more serious problems. The sooner you seek
care, the better your chances of rever_________4 the earliest stages of tooth decay and preventing its
prog_________5. If a cavity is treated before it starts causing pain, you probably won't need
exten__________6 treatment.
2, Find the appropriate heading to each paragraph.
Fillings, Crowns, Tooth extractions, Fluoride treatments, Root canals
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Treatment of cavities depends on how severe they are and your particular situation. Treatment options
include:
_________________1. If your cavity is just getting started, a fluoride treatment may help restore your
tooth's enamel. Professional fluoride treatments contain more fluoride than the amount found in tap
water, over-the-counter toothpaste and mouth rinses. Fluoride treatments may be liquid, gel, foam or
varnish that's brushed onto your teeth or placed in a small tray that fits over your teeth. Each
treatment takes a few minutes.
_______________2 Fillings, sometimes called restorations, are the main treatment option when decay
has progressed beyond the earliest enamel-erosion stage. Fillings are made of various materials, such
as tooth-colored composite resins, porcelain or combinations of several materials. Silver amalgam
fillings contain a variety of materials, including small amounts of mercury.
________________3 If you have extensive decay or weakened teeth, you may need a crown a
custom-fitted covering that replaces your tooth's entire natural crown. Your dentist will drill away all
the decayed area and enough of the rest of your tooth to ensure a good fit. Crowns may be made of
gold, porcelain, resin, porcelain fused to metal or other materials.
________________4 When decay reaches the inner material of your tooth (pulp), you may need a root
canal. This is a treatment to repair and save a badly damaged or infected tooth instead of removing it.
The diseased tooth pulp is removed. Medication is sometimes put into the root canal to clear any
infection. Then the pulp is replaced with a filling.
________________5 Some teeth become so severely decayed that they can't be restored and must be
removed. Having a tooth pulled can leave a gap that allows your other teeth to shift. If possible,
consider getting a bridge or a dental implant to replace the missing tooth.
http://www.mayoclinic.org/diseases-conditions/cavities/basics/treatment/con-20030076
4.4. MOUTH SORES
READING
4.4.1. Different oral problems. (R)

Complete the tasks below.
1, Match the words with their definitions
1, sore A, the dried crusty surface of a healing skin wound or sore
2, disrupt B, painful; sore
3, palate C, to interrupt the progress
4, aphtha D, the dry covering of a skin sore or lesion
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5, ulcer E, of or relating to mucous membranes
6, cluster F, an open skin lesion, wound, or ulcer
7, crust G, inflammation of a joint or joints
8, scab H, a small ulceration on a mucous membrane
9, tingling I, a disintegration of the surface of the skin or a mucous membrane resulting

in an open sore
10, tenderness J, a group of the same or similar elements
11, mucosa K, the roof of the mouth
12, arthritis L, to have a prickling, stinging sensation
Stomatitis
Stomatitis, a general term for an inflamed and sore mouth, can disrupt a person's ability to eat, talk, and
sleep. Stomatitis can occur anywhere in the mouth, including the inside of the cheeks, gums, tongue, lips,
and palate.
Types of stomatitis include:
Canker sore: A canker sore, also known as an aphthous ulcer, is a single pale or yellow ulcer with a red
outer ring or a cluster of such ulcers in the mouth, usually on the cheeks, tongue, or inside the lip.
Cold sores: Also called fever blisters, cold sores are fluid-filled sores that occur on or around the lips. They
rarely form on the gums or the roof of the mouth. Cold sores later crust over with a scab and are usually
associated with tingling, tenderness, or burning before the actual sores appear.
Mouth irritation. The irritation can be caused by:
o Biting your cheek, tongue, or lip.
o Wearing braces or another type of dental apparatus, or having a sharp, broken tooth.
o Chewing tobacco.
o Burning one's mouth from hot food or drinks.
o Having gum disease (gingivitis) or other type of mouth infection.
o Having hypersensitivity to certain things, such as foods or medicines.
o Having certain autoimmune diseases affecting the mucosal lining of the mouth, such as lupus, Crohn's
disease, or Behcet's disease.
o Taking certain drugs such as chemotherapy, antibiotics, medications used for rheumatoid arthritis, or
epilepsy medications.
o Receiving radiation as part of cancer treatment.
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2, Find the synonyms of the following words from the text.
1, promote
2, cure
3, asleep
4, transient
5, circumstance
6, growth
7, pills
8, lowered
Canker Sores
Nobody knows what exactly causes canker sores, but many things may contribute to their
development, such as certain medications, trauma to the mouth, poor nutrition, stress, bacteria or
viruses, lack of sleep, sudden weight loss, and certain foods such as potatoes, citrus fruits, coffee,
chocolate, cheese, and nuts.
Canker sores may also be related to a temporarily reduced immune system because of a cold or flu,
hormonal changes, or low levels of vitamin B12 or folate. Even biting the inside of the cheek or
chewing a sharp piece of food can trigger a canker sore.
Canker sores may result from a genetic predisposition and are considered an autoimmune disease;
they are not contagious.
About 20% people in the U.S. will have canker sores at some point during their lifetime -- women
more often than men.
Cold Sores
Cold sores are caused by a virus called herpes simplex type 1. Unlike canker sores, cold sores are
contagious from the time the blister ruptures to the time it has completely healed. The initial
infection often occurs before adulthood and may be confused with a cold or the flu. Once the
person is infected with the virus, it stays in the body, becoming dormant and reactivated by such
conditions as stress, fever, trauma, hormonal changes (such as menstruation), and exposure to
sunlight.
When sores reappear, they tend to form in the same location. In addition to spreading to other
people, the virus can also spread to another body part of the affected person, such as the eyes or
genitals.
http://www.webmd.com/oral-health/guide/stomatitis-causes-treatment
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SPEAKING
4.4.2. Mouth sores. (S)

Student A: You are a dentist and your patient has mouth sores. Give him/her instructions of what to do and
what not to do. The text below will help you.
Student B: You are at your dentist with mouth sores. Listen to him/her what you should do and what you
shouldnt do. Ask any questions you may have.
Treatment for Common Forms of Stomatitis
Mouth sores generally don't last longer than two weeks, even without treatment. If a cause can be
identified, your doctor may be able to treat it. If a cause cannot be identified, the focus of treatment shifts
to symptom relief.
The following strategies might help to ease the pain and inflammation of mouth sores:
Avoid hot beverages and foods as well as salty, spicy, and citrus-based foods.
Use pain relievers like Tylenol.
Gargle with cool water or suck on ice pops if you have a mouth burn.
For canker sores, the aim of treatment is to relieve discomfort and guard against infection. Try the
following:
Drink more water.

Rinse with salt water.
Practice proper dental care.
Apply a topical anesthetic such as lidocaine or xylocaine to the ulcer (not recommended for children under
6).
Apply a 1-to-1 mixture of hydrogen peroxide with water or baking soda with water to the ulcers.
Use a topical corticosteroid preparation such as triamcinolone dental paste (Kenalog in Orabase 0.1%),
which protects a sore inside the lip and on the gums.
Blistex and Campho-Phenique may offer some relief of canker sores and cold sores, especially if applied
when the sore first appears.
For more severe sores, treatments may include:
Lidex gel
Aphthasol, an anti-inflammatory paste
Peridex mouthwash
If you seem to get canker sores often, you may have a folate or vitamin B12 deficiency. Talk with your
doctor about being tested for these deficiencies.
Anti-inflammatory drugs such as corticosteroids (including prednisone) are the most effective treatment for
canker sores, as they will reduce swelling and pain. They are also effective for cold sores after the sore has
105
been present for three to four days because at that point the virus has disappeared and only the
inflammation remains.
Not all people can take certain types of anti-inflammatory drugs. For example, if prednisone is given to
people with diabetes, their blood sugars will go up. Talk to your doctor about any health conditions you
have before starting a new medication.
There is no cure for cold sores. Treatment includes:
Coating the lesions with a protective ointment such as an antiviral agent (for example, 5% acyclovir
ointment)
Applying ice to the lesion
Taking L-lysine tablets may also help, as might antiviral mediations that a doctor prescribes. Some experts
believe that these drugs shorten the time that the blisters are present.
Not all sores are harmless. Schedule an appointment with your doctor if your mouth sores haven't healed
within two weeks.
http://www.webmd.com/oral-health/guide/stomatitis-causes-treatment
LISTENING
4.4.3. Differences between canker sores and herpes. (L)

While listening fill in the table below.
Canker sores Herpes
http://www.youtube.com/watch?v=HMMGcDh7yUI
106
WRITING
4.4.4. Informative letter to your patients. (W)

Inform your patients that next week there will be dental day at your surgery where they can have their oral
condition checked. Invite them. Write a letter of 100-120 words.
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Unit 5. OCCLUSAL DISORDERS
Aims of the Unit
occlusal disorders.
signs and symptoms of occlusal disorders

treatment options
types of malocclusion
connection between malocclusion and orthodontics
http://www.philadelphiadentalsleepmedicine.com/headaches.html
5.1. SIGNS AND SYMPTOMS
READING
5.1.1. How to diagnose occlusal diseases. (R)

Match the headings to the appropriate paragraph.
Abfractions, Cervical dentin hypersensitivity (CDH), Pathological occlusal wear and fractures of
teeth/restorations, Pain and tired facial and masticatory muscles or TMJ pain, Fremitus, Vertical
bone loss or localized bone destruction (secondary to periodontal disease), Tooth hypermobility
108
THE SEVEN SIGNS AND SYMPTOMS OF OCCLUSAL DISEASE
Assessing if the patient has OD is much simpler than most people think. If the patient presents with any one
or more of the 7 signs and symptoms of OD, then we can assume the patient has a pathological occlusion
(or OD), regardless of the etiology. If the patient does not have any of these signs, then we can assume the
patient is well adapted to his or her occlusion, has no pathology, and is not in need of any occlusal therapy.
The 7 signs and symptoms of OD are:
1. __________________________________Although controversial, most occlusal wear is

multifactorial, a combination of attrition, erosion and abrasion, and tooth paste abuse.
Nevertheless when ever we see excessive occlusal wear, independent of its etiology, we should
suspect OD. Also, during our observation, if we see multiple chips on teeth, or small and large
fractures of teeth and restorations, this should also make us suspect a pathological occlusion,
regardless of it etiology. The etiology of any of these signs can only be determined after a
comprehensive occlusal examination with mounted casts, which is part of phase 2 diagnosis. At this
point during phase 1, it is sufficient to know that the patient has this sign of OD
2. _____________________________________It is absolutely eye opening to understand that
most cervical dentin hypersensitivity is caused by occlusal trauma, and the most reliable modality
of treatment to get rid of sensitivity is an occlusal equilibration. A high percentage of our patients
suffer from CDH and are completely unaware that their occlusion is most likely the cause of the
problem. In my private practice, I treat all CDH patients with occlusal therapy with an absolute
certainty of success. It is also my personal experience that this can be extrapolated to the fact that
most postoperative sensitivity is caused by induced occlusal trauma, and that proper occlusal
adjustment after a restoration will eliminate most postoperative sensitivity.
3. ________________________________________How often do we find (during our
comprehensive examination) molars, especially second molars, that although radiographically
appear to have sufficient bone support, have tremendous mobility? This is a clear sign of ODan
unbalanced occlusion which is overloading some teeth. How sad would it be if because of this great
mobility we would consider extracting these teeth? Especially if proper occlusal therapy will most
likely bring these teeth back to stability?
4. _________________________________________Fremitus is the vibration we feel in teeth when
the patient chop-chops on their natural bite or in maximum intercuspal occlusion. In anterior
teeth, this is usually caused by a pathological occlusion, often an envelop-of-function violation. Like
hypermobility, it is another sign of a pathological bite.
5. ________________________________________These very controversial noncarious lesions are
usually caused by pathological lateral forces but, like most diseases processes, these lesions are
multifactorial. They cannot occur in the absence of an acidic environment. Of course, the teeth are
often attacked by acidic substances like, sodas, energy drinks, fruit juices, coffee, etc. Whenever I
see this lesion, I immediately look for the occlusal etiology and in most cases it is easy to find.
6. _________________________________________It is well established in the literature that tooth
mobility accelerates bone loss on periodontally compromised patients. So, whenever I see a
radiographic series which shows generalized periodontal disease, but also shows some teeth with
accelerated bone loss, it is usually traceable to teeth with occlusal traumaone more sign of OD.
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7. _________________________________________Pain is the most common symptom dentist
associates with a diagnosis of OD. Sore and tired facial and masticatory muscles (that can often
trigger headaches) are extremely common complaints, when patients are asked. Often, dentists do
not know about these symptoms because patients rarely report them. Patients are often not aware
that OD can create such symptoms. (I have intentionally placed this symptom of OD in the last
place. This is not because it is not important, but because there are the other 6 symptoms often
overlooked and equally as important.)
http://www.dentistrytoday.com/occlusion/1501
READING
5.1.2. CDH. (R)

1, Match the words with the proper definition.
1, corrosion A, exposure in the roots of the teeth caused by a loss of gum tissue
2, attrition B, lack of enamel because of bruxism
3, abrasion C, avoid
4, abfraction D, the act of wearing away or the state of being worn away, as by friction
5, gingival recession E, any hollow cylindrical body structure
6, eliminate F, substance, such as paste or cement, that causes two surfaces to stick
together
7, predisposing G, slow deterioration by being eaten or worn away
8, tubule H, something that helps to bring together the upper and lower teeth in
proper alignment for chewing
9, dentifrice I, a scraped spot or area; the result of rubbing or abrading
10, occluding agent J, any substance, esp. paste or powder, for use in cleaning the teeth
11, adhesive K, to make susceptible or liable
ESTABLISHING A DIAGNOSIS OF CERVICAL DENTIN HYPERSENSITIVITY
The most important part of any clinical treatment is to establish a good diagnosis and to nd and eliminate
the predisposing factors of the condition. After considering all factors related to cervical tooth sensitivity
from corrosion, attrition, abrasion, abfraction, gingival recession, or a combination of these processes, a
differential diagnosis should be developed. Dentinal hypersensitivity must be differentiated from other
110
clinical conditions that may cause teeth to be sensitive, and an appropriate diagnosis must be made before
any treatment is initiated. The characteristic response to a specic stimulus is that the pain should be
sharp, localized, brief, and usually diminishes after removal of the stimulus, but may remain as a dull ache.
Clinical conditions that should be considered include postrestorative sensitivity, postoperative sensitivity
from bleaching, fractured teeth or restorations, dental caries, and irreversible pulpitis. This differential
diagnosis provides information for determining etiology and can require additional information such as age,
diet, oral hygiene routine, occupation, medical and dental factors, abnormal oral habits, and occlusal
disharmonies. The information acquired during the differential diagnosis will provide a systematic approach
for the management of hypersensitive surfaces through preventive and restorative therapy. Management
of CDH begins with prevention and elimination of the predisposing factors associated with continued
dentinal tubule exposure. Preoperative treatment considerations and procedures may include preventive
measures such as uoride therapy, iontophoresis, brushing with desensitizing dentifrices, professional
application of potassium oxalate or other tubule occluding agents, application of dentin adhesives, occlusal
adjustments, dietary instruction, toothbrushing and oral hygiene instruction, discontinuation of poor oral
habits, and occlusal guard fabrication.
2, Fill in the table with the information from the text.
Pain
Pain after removal of stimulus
Clinical conditions to be considered
Information acquired
Management
Preoperative treatment considerations
http://www.dentalcetoday.com/courses/96/PDF/DT-APRIL_11_136_fnl.pdf
111
SPEAKING
5.1.3.Dialogue between dentist and patient. (S)

Student A: You are a dentist and your patient came to you with symptoms of TMJ ( Temporomandibular
Joint Disorder). Tell him/her about the possible treatments and give him/her suggestions of what to do and
what not to do.
Taking a non-aspirin pain reliever or prescription medications such as muscle relaxants, analgesics, or
anti-inflammatory drugs
Eating soft foods
Avoiding chewing gum
Applying moist heat or ice
Physical therapy
Teaching relaxation techniques to control muscle tension
Stress management training techniques
Posture training
Wearing bite plates to eliminate the harmful effects of clenching or grinding the teeth, and a better
positioning of the jaws
Adjusting the bite, known as occlusal equilibration involving removing interference when the teeth
touch
Replacement of defective restorations that prevent the jaws from meeting properly
Orthodontics, to put the teeth in proper position
Surgery
Student B: You went to see a dentist because you have some of the symptoms mentioned below.
Tell your dentist about the problems and ask for help.
Jaw pain or soreness, more noticeable in the morning or afternoon

Jaw pain while chewing, biting, or yawning
Earache without an infection, sometimes spreading into the face
Soreness in front of the ear
A clicking or grinding noise while opening and closing your mouth
Difficulty opening and closing your mouth
A stiff jaw when eating, talking, or yawning
Sensitive teeth without any signs of dental problems
Aching on the side of the head and neck pain
A burning sensation in the mouth/tongue
Grinding of your teeth
Restricted range of jaw movement or locking of the jaw in an open or closed position
112
WRITING
5.1.4. Occlusal diseases. (W)

Complete the sentences by rearranging the words.
Occlusal disease is a destructive process that can result from

______________________________________________________
which teeth properly a bite in the not aligned are.
applied the forces to are the teeth ________________________________________every

time they meet.
When the teeth are properly aligned, teeth, muscles, which work the jaw and the jaw joint,
_______________________the withstand are forces designed to.
But, _______________________________________________ are discrepancies when bite

present this imbalance can cause problems with the teeth, muscles, jaw joint or a combination of all
three.
This disease process is the #1 most common dental disorder and

________________________________________ the dental most at same the undiagnosed
disorder time.
If occlusal disease is not treated __________________________________ worse may slowly the

over problems get time.
Ultimately the teeth wear out ____________________________ and lost be prematurely may.
Muscle and jaw problems _________________________________________ discomfort continue cause
to can.
The complexity and __________________________________ of cost increases treatment.
If occlusal disease is diagnosed
early,___________________________________________________________________________ of be
simpler avoided progression damage can can and treatment be much the.
If treatment is delayed, damage becomes _________________________________________more severe
and solutions more expensive.
Treatment can include mild reshaping of the teeth to stabilize the bite, restorations of worn teeth,
orthodontic treatment to ______________________________________________ teeth align of better the
or combination all three a .
The key to preventing occlusal disease __________________________________________ with thorough
begins a and diagnosis examination.
http://findadawsondentist.com/for-patients/resources/occlusal-disease/
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5.2. TREATMENT FOR OCCLUSAL DISORDERS
LISTENING
5.2.1. Occlusal splint therapy. (L)
http://www.youtube.com/watch?v=SqLJq9GiEro
Fill in the missing words.
1, B Splint touches __________________________________________________________
2, Superior Repositioning Splint _______________________________________________
3, Anterior Repositioning Splint can ____________________________________________
4, B Splint is questionable when _______________________________________________
5, B Splint will only touch _____________________________________________________
6, With Superior Repositioning Splint patients can still ______________________________
READING
5.2.2. Treatment for Temporomandibular Joint Disorder. (R)

Complete the tasks below.
1, Rearrange the lines to get the introduction.
Treatment for TMJ Disorder
1, There are a number of treatment options available to correct TMJ disorder. Your particular TMD
treatment
2, and experience with proper treatment procedures
3, with a dental professional
4, your dentist should have expertise
5, such as occlusal equilibration and the use of intra-oral appliances.
6, should be determined through consultation
114
7, highly experienced in temporomandibular joint problems. Ideally,
8, in evaluating jaw-to-bite relationships,
2, Fill in the table with the appropriate information from the text below.
Name Procedure Tools
1, Surgery:
2, Surgery:
3, Surgery:
Typically, surgery is considered only after all other conservative TMD treatment options have been
attempted. However, surgery may not always resolve TMD issues.
All TMJ-related surgery is performed under general anesthesia. An oral surgeon may perform a minor
procedure called arthrocentesis. During the procedure, your surgeon cleanses the joint by inserting needles
into the joint area and dispensing sterile fluid. In some cases, the surgeon inserts a scalpel-like instrument
inside the joint to remove any tissue adhesions and reposition the disc in the joint hinge.
The second type of surgery is arthroscopy. During this procedure, your surgeon makes an incision at the
temple point in front of the ear to reach an endoscope into the surrounding area. The endoscope provides
a visual guide so that your surgeon can remove any adhesions, treat inflammation or reposition the disc.
Alternatively, open-joint surgery may be performed. This may be the only option that provides access to
deteriorating bony structures, tumors, severe scarring or chipped bone areas. Depending on the type of
problem, your surgeon may use a scalpel to remove or re-sculpt the affected area.
Alternative TMJ Treatments
Alternative medical treatment for TMD is considered less conservative and unnecessary if you initially
receive proper diagnosis and treatment.
Alternative treatments include transcutaneous electrical nerve stimulation (TENS), ultrasound, trigger-point
injections and radio wave therapy. TENS and radio wave therapy send low levels of electrical or radio waves
115
of energy to the affected area in order to stimulate blood flow to the joint and surrounding area. However,
these options do not treat the causes of TMD and may provide only limited, temporary symptomatic relief.
Botox Treatment for TMJ
Once reserved for lessening the tell-tale signs of aging, such as annoying wrinkles and frown lines, Botox
injections are being used more frequently in some dental offices as "off label" treatments for more
troublesome maladies such as TMD. Scientific studies have shown that patients who received the injections
experienced significant improvements in pain, function, ability to open their mouth and levels of
tenderness to palpation.
What's Involved in Botox TMJ Treatment?
Botox is injected into the temporalis, medial pterygoid (deep jaw muscle) and masseter muscles that
together move the jaw. Botox blocks nerve signals that cause uncontrollable muscle movements,
essentially relaxing the muscles.
Botox injections take only 10 to 15 minutes and remain effective for anywhere between two and six
months. Therefore, like its cosmetic counterpart, Botox TMD treatments must be repeated every few
months. If you have TMD and your dentist determines that you are a candidate for this treatment, how
often you'll need to receive Botox injections to relieve symptoms will depend on the severity of your
condition.
To achieve a successful outcome, it is important for your dentist to use the correct injection technique, as
well as follow the appropriate dosage guidelines.
http://www.yourdentistryguide.com/tmd-treatments/
SPEAKING
5.2.3 How to help people with TMJ pain at home. (S)

Prepare a 2-3-minute presentation on the topic. Act it out.
Temporary TMJ Pain Relief
Many self-help remedies have been suggested to treat TMD symptoms, but be aware that these remedies
do not treat the cause. In fact, TMD treatment through the right dentist may be less costly, less time
intensive and produce a fully satisfactory result.
Although the following self-help remedies do not treat TMD long term, temporary relief may be found.
Heat and Cold Packs: Heat and cold packs applied to the side of the face and temple for 10-minute intervals
may reduce the intensity of the pain affecting the muscles and surrounding area of the jaw.
116
Limit Jaw Movement: It is important to avoid large movement of the jaw, such as singing and wide yawning.
Also, do not apply pressure with your hand against your jaw for an extended time period, such as when
sleeping. Limit the pressure you apply with a phone receiver.
Diet: Choose soft food and stay away from foods requiring repetitive chewing or the mouth to be open
wide. In particular, avoid chewing gum, taffy, pretzels and raw carrots.
Dental Treatment: Continue to receive dental treatment for any teeth requiring restoration. Tooth decay
may affect the bite, a contributing factor to TMD.
Physical Therapy, Biofeedback, and Massage: In some cases, physical therapy, biofeedback and massage
provide temporary relief from TMD.
Medications: Some doctors or dentists may prescribe non-steroidal anti-inflammatory drugs (NSAIDs like
ibuprofen), muscle relaxants, anti-anxiety medications and in some cases anti-depressants. The choice of
medication depends on the intensity of the disorder and your medical history. However, the need for
medication is greatly reduced when treatment is received from an experienced TMD dental professional.
http://www.yourdentistryguide.com/tmd-treatments/
WRITING
5.2.4 Chart analyis. (W)

Write a short ( 7-8 sentences) analysis of the chart below.
http://periodontology.uonbi.ac.ke/sites/default/files/chs/dentalschool/periodontology/SOMBA%20MANGI
.pdf
117
5.3. MALOCCLUSION
http://inspiredmotion.com/work/Medical-Illustration/Dental/
LISTENING
5.3.1. Malocclusion. (L)
http://www.youtube.com/watch?v=pO4169-pSYU
Answer the questions with the help of the video.
1, What can crooked teeth lead to?
_______________________________________________
2, Name the common types of misalignment:
_______________________________________________
3, What can a bad bite cause?
_______________________________________________
4, How can crooked teeth affect periodontal health?
_______________________________________________
5, When is it the best to treat oral problems?
_______________________________________________
6, What risks are mentioned in the video?
_______________________________________________
118
READING
5.3.2. Types of malocclusion. (R)

1, Match the conditions with the proper definition.
Types of Malocclusion
Cross bite, Rotation, Misplaced midline, Open bite, Underbite, Spacing or crowding problems,
Transposition, Upper protrusion (overjet), Overbite
The term "malocclusion" (poor bite) refers to a number of possible conditions. The most common are:
_____________________1 In an upper protrusion, the upper front teeth are pushed outward (buck teeth).
A small lower jaw may be the cause. Pacifier use or thumb-sucking can also create this condition by pushing
the teeth outward, sometimes causing the roof of the mouth to change shape (upper palate).
_____________________2 Too much or too little room for the teeth can cause spacing or crowding
problems. Crowding can prevent permanent teeth from coming in properly or at all (impaction).
_____________________3 In people who have a misplaced midline, the front center line between the
upper front teeth doesn't match up with the center line of the lower front teeth.
_____________________4 Although the molars fit together in a person who has an open bite, the upper
and lower front teeth don't overlap. This creates an opening straight into the mouth. An open bite can also
be present on one or both sides of the mouth.
______________________5 In a person who has an excessive overbite, the upper front teeth reach too far
down over the lower front teeth and, in severe cases, can cause the lower teeth to bite into the roof of the
mouth.
______________________6 An underbite is present when the lower front teeth are farther forward than
the upper front teeth.
______________________7 A cross bite occurs when any or all of the upper teeth fit into the wrong side of
the lower teeth.
______________________8 Rotation is present when a tooth turns or tips out of its normal position.
______________________9 Transposition occurs when teeth grow (erupt) in one another's place.
2, Fill in the table with the appropriate information.
Position of molars Disorder
Class I.
Class II.
Class III.
119
A normal fit is when the upper teeth are slightly forward of the lower teeth.Malocclusion, when there isn't
a normal fit, is classified by how the upper and lower teeth fit together. The bones of the jaw are also
checked for proper position in relation to the teeth.
Class I. Although the upper and lower molars are properly positioned, the teeth are crowding together or
have too much space. Cross bites, rotations, and overlapping can also occur in severe cases.
Class II. The lower molars fit the upper molars but are positioned toward the throat, drawing the chin back.
Class III. The lower molars are far forward and do not fit into their corresponding upper molars. This
arrangement creates a jutting jaw and jutting lower front teeth, which are in a cross bite with the upper
teeth.
A jaw structure problem that children are born with can cause malocclusion. Malocclusion can also cause
the jaw joint to move out of place.
http://www.webmd.com/oral-health/tc/types-of-malocclusion-topic-overview
READING
5.3.3. Malocclusion. (R)

Read the text and answer the questions.
1, How can we discover the problem of malocclusion?
_______________________________________________________
2, What are the signs of malocclusion?
______________________________________________________
3, How can malocclusion develop?
_______________________________________________________
4, How do the signs of malocclusion appear on the tooth?
________________________________________________________
5, How can malocclusion be detected?
_______________________________________________________
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6, How can malocclusion be minimized?
_______________________________________________________
Malocclusion
Definition
Malocclusion is a problem in the way the upper and lower teeth fit together in biting or chewing. The word
malocclusion literally means "badbite." The condition may also be referred to as an irregular bite, crossbite,
or overbite.
Description
Malocclusion may be seen as crooked, crowded, or protruding teeth. It may affect a person's appearance,
speech, and/or ability to eat.
Causes and symptoms
Malocclusions are most often inherited, but may be acquired.Inherited conditions include too many or too
few teeth, too much or too little space between teeth, irregular mouth and jaw size and shape, and atypical
formations of the jaws and face, such as a cleft palate.Malocclusions may be acquired from habits like
finger or thumb sucking, tongue thrusting, premature loss of teeth from an accident or dental disease, and
medical conditions such as enlarged tonsils and adenoids that lead to mouth breathing.
Malocclusions may be symptomless or they may produce pain from increased stress on the oral structures.
Teeth may show abnormal signs of wear on the chewing surfaces or decay in areas of tight overlap.
Chewing may be difficult.
Diagnosis
Malocclusion is most often found during a routine dental examination. A dentist will check a patient's
occlusion by watching how the teeth make contact when the patient bites down normally. The dentist may
ask the patient to bite down with a piece of coated paper between the upper and lower teeth; this paper
will leave colored marks at the points of contact. When malocclusion is suspected, photographs and xrays
of the face and mouth may be taken for further study. To confirm the presence and extent of malocclusion,
the dentist makes plaster, plastic, or artificial stone models of the patient's teeth from impressions. These
models duplicate the fit of the teeth and are very useful in treatment planning.
Prevention
In general, malocclusion is not preventable. It may be minimized by controlling habits such as finger or
thumb sucking. An initial consultation with an orthodontist before a child is 7 years old may lead to
appropriate management of the growth and development of the child's dental and facial structures,
circumventing many of the factors contributing to malocclusion.
http://medical-dictionary.thefreedictionary.com/Malocclusion
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WRITING
5.3.4. Malocclusion. (W)
Malocclusion of teeth
Malocclusion means ____________________________________.
Causes
Occlusion refers to the ____________________________________________________________. The

upper teeth should _______________________________________. The points of the molars should
____________________________________.
The upper teeth keep the cheeks and lips from being bitten and the lower teeth ________________.
Malocclusion is most often _______________________. This means the condition is passed down through
families. It may be caused by a difference between _______________ of the upper and lower jaws or
between jaw and tooth size, which results in __________________________________. The shape of the
jaws or birth defects such as __________________________ may also be reasons for malocclusion.
Other causes include:
Childhood habits such as ________________________________________________

Extra teeth, lost teeth, impacted teeth, or abnormally shaped teeth
Ill-fitting dental fillings, _________________________________________________
Misalignment of jaw fractures after a severe __________________
Tumors of the mouth and jaw
Malocclusion means the teeth are not aligned properly.
Causes
Occlusion refers to the alignment of teeth and the way that the upper and lower teeth fit together (bite).
The upper teeth should fit slightly over the lower teeth. The points of the molars should fit the grooves of
the opposite molar.
The upper teeth keep the cheeks and lips from being bitten and the lower teeth protect the tongue.
Malocclusion is most often hereditary. This means the condition is passed down through families. It may be
caused by a difference between the size of the upper and lower jaws or between jaw and tooth size, which
results in overcrowding or abnormal bite patterns. The shape of the jaws or birth defects such as cleft lip
and palate may also be reasons for malocclusion.
Other causes include:
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Childhood habits such as thumb sucking, tongue thrusting, pacifier use beyond age 3, and
prolonged use of a bottle
Extra teeth, lost teeth, impacted teeth, or abnormally shaped teeth
Ill-fitting dental fillings, crowns, appliances, retainers, or braces
Misalignment of jaw fractures after a severe injury
Tumors of the mouth and jaw
http://www.nlm.nih.gov/medlineplus/ency/article/001058.htm
SPEAKING
5.3.5.Give a short talk about different reasons for malocclusion. (S)

You have to go to a parent meeting where you are asked to talk about reasons for malocclusion. In the
previous task 5.3.4. you can find some reasons. Read them through and prepare a short talk.
5.4. MALOCCLUSION AND ORTHODONTICS
READING
5.4.1. Malocclusion. (R)

1, Match the words with the appropriate definition.
1, alike A, flat; without surface irregularities
2, seek B, deteriorate or cause to deteriorate by constant use or action
3, realignment C, exceeding the normal or permitted extents or limits
4, even D, put back into proper order
5, wear E, similar
6, grinding F, to get rid of; remove
7, excessive G, search
8, eliminate H, rub (two surfaces) together harshly; gnash
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Reasons for treating a malocclusion
A severe malocclusion may lead to skeletal disharmony of the lower face. In a more extreme case, the
orthodontist may work in combination with a maxillofacial dentist to reconstruct the jaw. It is never too
late to seek treatment for a malocclusion. Children and adults alike have completed orthodontic
realignment procedures and have been delighted with the resulting even, straight smile. Here are some of
the main reasons to seek orthodontic treatment for a malocclusion:
Reduced risk of tooth decay A malocclusion often causes an uneven wear pattern on the teeth. The
constant wearing of the same teeth can lead to tooth erosion and decay.
Better oral hygiene A malocclusion can be caused by overcrowding. When too many teeth are competing
for too little space, it can be difficult to clean the teeth and gums effectively. It is much easier to clean
straight teeth that are properly aligned.
Reduced risk of TMJ Temporomandibular jaw syndrome (TMJ) is thought to be caused by a malocclusion.
Headaches, facial pains and grinding teeth during sleep all result from the excessive pressure to the
temporomandibular joint. Realigning the teeth reduces pressure, and eliminates these symptoms.
How is a malocclusion treated?
2, Rearrange the lines into the proper order.
1, A malocclusion is usually treated with dental braces. The orthodontist takes
2, before deciding on the best course of treatment. If a malocclusion
3, for the realignment. However, in the case of an underbite, crossbite or overbite, there are
4, is obviously caused by overcrowding, the orthodontist may decide an extraction
5, panoramic x-rays, conducts visual examinations and bite impressions of the whole mouth
6, several different orthodontic appliances available, such as:
7, is the only way to create enough space
3, Write three bullet points about each device.
Fixed multibracket braces This type of dental braces consists of brackets cemented to each tooth, and an
archwire that connects each one. The orthodontist adjusts or changes the wire on a regular basis to train
the teeth into proper alignment.
Removable devices There are many non-fixed dental braces available to treat a malocclusion. Retainers,
headgear and palate expanders are amongst the most common. Retainers are generally used to hold the
teeth in the correct position whilst the jawbone grows properly around them.
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Invisalign These dental aligners are removable and invisible to the naked eye. Invisalign works in much
the same way as fixed dental braces, but do not impact the aesthetics of the smile. Not all patients are
candidates for Invisalign.
Fixed multibracket braces
Removable devices
Invisalign
http://www.premieredentalarts.com/our-procedures/orthodontics/what-is-a-malocclusion/
READING
5.4.2 Treatment of malocclusion. (R)

Write the given phrases to the appropriate place.
indefinite amount of time, less prone to, preexisting, takes longer than, clearly require, pros and
cons, treatment contract, personal choice, pose risks
What to think about treatment
Some cases of malocclusion .1 orthodontic treatment to straighten teeth. In

many cases, though, the decision is a matter of 2 . Besides looking nice, straight
teeth can improve how you bite, chew, and speak. They are also 3 decay, gum disease,
and injury.
The timing of treatment is ultimately up to you and your child or teen. Talk with your orthodontist about
the 4 of treatment options.
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Orthodontic treatment isn't an exact science. The average treatment time is about 2 years, but it can take
longer than planned. Usually, adult treatment 5 a child's treatment. The
treatment time can vary, so ask your dentist how long it may last for you.
After treatment ends, teeth often begin to shift. Molded plastic retainers, usually worn at night, help
prevent this tooth movement. You may need a retainer for an .6 .
Orthodontic treatment is costly. Most medical and dental insurance plans don't pay for orthodontics.
Before deciding on treatment, ask about the projected cost, terms of payment, and terms of the
7 .
Orthodontic treatment doesn't ..8 to adults who have healthy teeth and gums. But
adults who have gum (periodontal) disease must first get treatment from a periodontist to avoid possible
gum damage or tooth loss. Orthodontic treatment sometimes can make .9 gum conditions
worse.
http://www.webmd.com/oral-health/tc/malocclusion-and-orthodontics-treatment-overview?page=2
LISTENING
5.4.3.Consequences of malocclusion. (L)
http://www.youtube.com/watch?v=PxE0CzxFOhM
Fill in the missing spaces.
1, Orthodontics can help . from the smallest to the most

extensive.
2, Malocclusions are often synonymous with
3, The closer the teeth are
4, An uncomfortable closing of the jaws brings about .
5, Backpain can disappear ..
6, The of the face can be ..
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SPEAKING
5.4.4. Dialogue between dentist and patient.(S)

Student A: You are a dentist. Give information to your patient about Invisalign. Use the information below
the task.
Student B: You are a patient who needs orthodontic treatment, but would like to have an aesthetic solution.
Ask about the options from your dentist.
Act out the dialogue.
Invisalign is a removable orthodontic appliance offered as an alternative to more traditional orthodontic

solutions. A type of clear tooth aligner, Invisalign is intended for people who find the idea of a mouthful of
metal braces and brackets however effective too unattractive to commit to.
Invisalign was introduced in 1999 by Align Technologies. The removable orthodontic appliance incorporates
a series of invisible (clear) plastic aligners that fit comfortably over your teeth and are designed to move
them gradually into the desired orthodontic position.
Today, Invisalign is a leading brand of orthodontic appliance, primarily because the removable aligners (less
than one millimeter thick) are designed to be more esthetically pleasing than conventional wire-and-
bracket dental braces for treating certain types of minor misaligned tooth problems.
According to researchers and Align Technologies, Invisalign can be used to correct the following types of
mild dental problems:
Overly crowded teeth. When there is not enough room in the jaw for all of the teeth to fit
comfortably or normally (one to five millimeters).
Widely spaced teeth. When there is too much space between the teeth due to abnormal growth of
the jaw or shifting of the teeth due to missing teeth (one millimeter to five millimeters).
Overbite/overjet. When the upper teeth bite over the lower teeth.
Crossbite. When the upper and lower jaws are misaligned, causing one or more upper teeth to bite
on the inside of the lower teeth, on either the front and/or sides of the mouth.
Mild relapse. After traditional braces have been removed, when some relapsing tooth movement
has occurred.
Invisalign may also be a treatment alternative for certain simple malocclusions (bite irregularities).
http://www.yourdentistryguide.com/invisalign/
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WRITING
5.4.5. Letter of Enquiry.(W)

Write a letter to your dentist about the different options to treat malocclusion. You would like to have an
aesthetic solution. (W)
Ask about the following things and write about 120-150 words:
how aesthetic
how long you have to wear it
cost
how often are dental visits
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PART TWO
Unit 1. FINDING A JOB AND GETTING STARTED
Aims of the Unit
After completing this unit you will have the language and skills that will prepare you for the start of your
career. The four sub-units will guide you through the different stages of this wonderful journey;
choosing your career path,

creating a modern profile,
interviews and
starting work.
1.1. GETTING YOUR CAREER STARTED
SPEAKING
1.1.1 Assessing yourself (S)
What kind of a person are you? What have you achieved so far? What ideas do you have for the future?
Discuss these questions with your partner.
1. Where are you studying?
Im studying at the University of ..,
at the Faculty of
on the . course
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2. Which year are you in?
Im in my second year / final year
Im a second year student
3. Is there anything youre really interested in?
At the moment Im specialising in ..
Im particularly interested in
Im not quite sure what I want to do, but I think Id prefer to work in the public sector / private sector
/ financial sector / industrial sector / creative industries / medical sector
4. What are you working on at the moment?
At the moment Im working on (writing) my dissertation / thesis. Its about ..
5. What do you enjoy / find difficult about studying?
I particularly enjoy / I find quite difficult
6. Why did you choose to study this subject / why did you choose this kind of work?
I chose because Ive always been interested in / had an interest in
I think it will help me find a good job
I think its an interesting subject which can help you in many different ways.
7. Have you started to look for a job yet?
At the moment Im concentrating on my studies / dissertation, but in a couple of months Ill start to
look for a job.
Yes, Ive already done a few internet searches and Ive sent my CV off to various companies.
8. What do you think youll get from this course?
I think the course here will give me a good understanding of the .
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Ill be able to analyse information more quickly and more accurately.
Maybe it will help me to make better decisions.
Its always good to have a theoretical background, but I think you can only really learn through
practical experience.
9. What kind of job would you like? / Where would you like to work?
Id like to work in the financial sector / medical sector / social care sector / agricultural sector / legal
sector because you can use the skills you have learnt, you have to think quickly, there is usually
quite a lot of variety in the work and the financial rewards are quite good.
Id like to be a doctor / social worker / lawyer, because .
The disadvantage is that its quite risky, and there is a lot of stress.
10. What kind of organisation would you like to work in? What kind of company would you like to work
for?
My ideal job would be for a small to medium size company where I would be able to use my initiative
and also work in a small team
Ideally Id like to work for a large organisation because theres more chance for promotion and you
can learn a lot more.
I think Id probably prefer to be self-employed, because it gives you so much more freedom to do the
things you want to do.
11. What do you think are your main strengths?
I think Im quite good at understanding problems.
I usually manage to find ways of doing things quite efficiently
I always think carefully before making a decision
12. Do you have any weaknesses?
Im not so good at working in a big group
I dont find it easy to tolerate other people if theyre slow or not concentrating on the job
I tend to give up if things get difficult
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SPEAKING
1.1.2 Choosing a career (S)
Discuss the following questions with your partner or in a small group
1. Make a list of things, subjects or skills that you feel you are good at; discuss your list.
2. Which factors do you take into consideration when choosing a job? Put them in order of importance!
location
working with people
working hours
salary
promotion
fringe benefits
job satisfaction
boss
individual work
3. What is the most difficult or most pleasant job you can imagine?
4. Imagine that you are a careers adviser! What advice would you give someone who is:
money-motivated and prepared to take risks

a very talented musician who is not necessarily money-motivated
an achiever who has a background in IT and is a very confident person
suffering from a lack of satisfaction in their present job?
LISTENING
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1.1.3 What employees are looking for (L)
In the following recording Elsie Hunt, a member of a graduate recruitment team, is talking about what
employers are looking for in candidates. Listen to the recording and put a tick () next to the item that you
hear in the recording.
ability to work in a team

a degree with a good result
good language skills
motivation
computer literacy
knowledge about the firm
work experience
VOCABULARY DEVELOPMENT
1.1.4 Starting your career (V)
Match the words on the left with the definitions on the right.
1. Resume/rsum [AmE] a) a job that lasts for a short time

that a student does in order to
gain experience
b) the former student of a

2. internship [AmE] school/college
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3. Alumni c) someone whose job is to give
people advice about jobs and
professional training
4. CEO d) curriculum vitae
5. HR e) the person with the most

authority in a large company
6. Careers adviser/officer f) the department in a company

counsellor [AmE] that deals with employing &
training people
g) earning money by selling your

7. bonus/perks work to several organisations
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8. freelance h) something you receive as well as
your wage for doing a particular
job
LISTENING
1.1.5 Steve Jobs (L)
Do you know this man? How did he become famous?
Watch this video (13-16 minutes) http://www.youtube.com/watch?v=UF8uR6Z6KLc
Find the meaning of the following expressions:
dawn on somebody
visions began to diverge

screw up
side with somebody
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have a falling out
let somebody down

drop the baton
1. opinions or interests are different from each other
2. have a quarrel with someone
3. support a person or a group
4. not do something that someone expects you to do
5. fail to do something
6. make a bad mistake or do something stupid
7. you realise it for the first time
Discuss these questions with your partner or in a small group:
1. How did Jobs enterprise start?

2. How did Apple progress in the following years?
3. What happened when he turned 30?
4. What was the reason why he was fired?
5. How did his feelings change over time?
6. What was the irony of fate in his career?
7. What advice is he giving to the graduating students?
1.2 FINDING JOBS USING SOCIAL MEDIA, INTERVIEWS
READING
1.2.1 How to find a graduate job using social media (R)
Read this article about how you can use social media to help you find a job. Then answer the questions after
the article.
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Using social media wisely at university can help land the perfect graduate job. Ajaz Hussain offers his tips
on how to make the most of LinkedIn and Facebook as a student.
Photo: ALAMY
Facebook will automatically turn as many adverts as possible into so-called "sponsored stories", which
aim to replicate the effect of word-of-mouth marketing online.
For most students, using social media and applying for graduate jobs are entirely separate activities. After
all, status updates about your "excellent communication skills" and A* in English Literature are as likely to
interest your friends as embarrassing drunken photos are likely to impress prospective employers. But get
it right and social media can play a key role in landing the perfect graduate job once you leave university.
Over 90 per cent of employers will use social recruiting, and among the many tools available to students
you would do well to consider your professional online brand using LinkedIn. From a professional-looking
photo, keyword-aware headline statement and summary section, to identifying your top skills and
achieving an all-star profile, there are many aspects to building an online presence that reflects your
career ambitions.
With the relationship changes between Twitter and LinkedIn, you can also ensure you have an integrated
strategy pushing your professional communications or status updates from LinkedIn to Twitter, ensuring
you have a consistent message to potential recruiters.
A useful framework for preparing your 120-character maximum headline statement is to consider your
skills, qualifications, experiences, attributes and knowledge in the form of an impact statement. Many
students need to move beyond the Student at University headline commonly seen for university students
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to something more aspiring, for example: MSc Management student at LUMS / Founder Lancaster
University South-East European Society / seeking graduate analyst role / Consultancy.
As in your CV, you need to say more with less, and think about your past achievements and future
ambitions, considering the language of the industry and company of interest. This improves your chances of
appearing in the search results of potential recruiters, businesses and suppliers.
There are currently over 2.9 million company pages on LinkedIn, which means you have access to local and
global companies from HP (who recently exceeded 1 million followers) to Tata Consultancy Services (India).
Use the company pages to research, be the first to share breaking news of new products and services and
let your network know about your passion and interest for a particular industry.
You can also see new jobs and which companies people have joined. As a student you can use LinkedIn to
research companies before an interview, analyse patterns of people who have joined and move on and
begin to generate your own career ideas.
Both employers and university careers services are increasingly placing emphasis on Facebook and LinkedIn
with targeted campaigns. There are over 1.6 million groups on LinkedIn check out if your university
alumni group have a presence (if not, why not create one), join the group and seek out groups either in the
UK or overseas that you could join. Groups will allow you to accelerate your career ambitions in ways not
possible previously.
Ajaz Hussain is Postgraduate Careers Adviser at Lancaster University Management School.
http://www.telegraph.co.uk/education/universityeducation/student-life/10010861/How-to-find-a-graduate-job-
using-social-media.html
1. Decide whether these statements are TRUE or FALSE!
a. When graduates apply for a job they usually do not use social media.
b. Before an interview you can get information about the company and the people.
c. Prospective employers arent likely to be influenced by embarrassing photos.
d. According to the writer the majority of employers seek candidates via social media.
e. The more you write in your headline statement, the more chances you will have with recruiters.
2. Answer these questions!
1. What elements should your headline statement include?
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2. How can a graduate student take advantage of LinkedIn?
3. What does the writer mean by professional online brand?
4. Apart from employers what other groups use information on Facebook and LinkedIn?
5. What is their purpose?
3. Put the words below in the proper place in the text:
How to find a graduate job using social media
with
up
current
aware
embarrassing
chances
policy
posts
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suitability
employees
The nature of social media is that it is social, but you should be1.. that it is not just your friends who
may read your 2.. or comments, or view your photos.
Things you do online can affect your future career and employment 3 Many employers check the
social networking accounts (e.g. Facebook and Twitter) of possible 4.. to gauge their character and
5.. for roles.
To make a positive impression 6.. employers through your social media accounts, you should:
think before you post - don't post negative comments about 7.. or former employers (venting
your anger or frustrations about your work online can be a career limiting move)
clean 8.. your accounts - remove potentially 9.. or offensive content, including
inappropriate images (even ones where your friends have tagged you)
change your privacy settings to hide certain content from work colleagues
respect your employer's social media 10.. - many employers have a 'no social networks
allowed' policy while at work.
READING
1.2.2 The rules of social recruiting (R)
With more employers using LinkedIn, Twitter and Facebook to hire staff, Graham Snowdon explains how
jobseekers can use them to their advantage
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Laws of the social recruiting jungle: it can be tricky to be spotted with so many candidates vying for the attention of
recruiters. Photograph: Richard Allen
Chances are you are already familiar with social networks as tools for keeping in touch with friends, or to
broadcast your thoughts. But if their value as a way of connecting with potential employers has passed you
by, it's time to wise up (1) fast. A recent US survey showed that nearly 90% of employers either use, or plan
to use, social media for recruiting. However, the use of social networking to by both jobseekers and
recruiters raises several tricky questions of ethics and ettiquette.
On the web, if it can be known, it will be known
A recent article in the New York Times told the story of Social Intelligence, a company used by some US
firms to scour (2) the web for information about potential recruits.
Much of Social Intelligence's data reportedly comes from non-social internet use an individual's
comments on blogs or eBay activity records, for example. For many, it is a disturbing vision, and Robert
Hohman, chief executive of Glassdoor.com, a website that lets employees anonymously review their
employers (see below), foresees a backlash (3) against such data mining that will lead to government
regulation.
"When we get down to personal information, there's two types," he says. "There's that which you have
willingly shared with the world on social networks, and I think that's completely fair game. Then there's
information which you had no intention of sharing which, by some mechanism, is being made available
morally it runs foul of what we think of as privacy."
Tarnowski points out that the Facebook data of real interest to employers may lie beyond drunken holiday
snaps and in your primary and secondary connections which, collectively, paint a far more accurate picture.
"The list of people I choose to be friends with says a lot about the kind of person I am," Tarnowski says.
"Past job titles say a lot about what I'm likely to do in the future. The courses I've done say a lot about what
might be suitable jobs. All these snippets,(4) if you amass them, could be incredibly valuable."
For now, there remains an understandable risk for Facebook users regarding the kind of information
employers might be party to. The network's data privacy rules remain notoriously slack,(5) and it is hard to
delete permanently a Facebook profile. Google+, a new attempt to rival Facebook, attempts to bridge these
problems by allowing users to group their contacts into "circles" of family, friends and work and share
different updates with each, as well as deploying much stronger data privacy rules.
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Perhaps, thankfully for jobseekers, there is a silver lining (6) in that transparency can work both ways.
Jeffrey likens the situation for those checking out employers to that of researching a hotel on Tripadvisor: "I
don't trust the spin (7) in the brochures, I see what other people have written and trust them to help me
make my holiday decisions. You can see the same in recruitment."
For many larger employers, such openness has taken a bit of getting used to. "Companies building social
media communities are no longer in charge of the message, which is a bit scary," says Jeffery. "In the old
days, you could put a message out there in print or broadcast, and there was no way to respond to it. In the
social media age, everyone is talking out there. So whatever companies say about themselves has to be
realistic, or else we're going to get shot down. (8)"
Mirror image
Four years ago, Robert Hohman was working for the travel website Expedia and wondering about his own
next career move when he had the idea for GlassDoor.com. Seeing how easy it was for employers to
research potential recruits, why, he wondered, was it so difficult for jobseekers to see the other way
through the mirror?
"There's a tremendous information assymetry (9) between the jobseeker and the employer," Hohman says.
"You're asking people to make some of the most important decisions of their entire life and asking them
to do it with almost no information. But it's not because it doesn't exist."
At GlassDoor workers can anonymously rate their employers on a range of criteria such as management
structure, career prospects, salary and staff morale (10). Collectively the data 1.75m entries covering
120,000 companies so far builds up an intriguing and, at times, brutally honest picture of corporate
working life.
Hohman says the aim was to build a "constructive, balanced and fair community where we could collect
information in a responsible way". All content is reviewed by GlassDoor employees before it goes live (11),
and there are strict guidelines about what can go up. "For example, you have to give us some good things
and some things that could be improved. We don't want a puff piece, (12) or a rant piece. (13)"
Originally a US concept, GlassDoor is now taking off globally, with the UK being the site's next highest
source of traffic. But what do employers under the microscope think of such warts-and-all (14) exposure of
their pay and practices? Hohman says much of the initial suspicion has faded away as companies see the
wisdom in being honest and open online.
"You can view employer sentiment changing as the years have gone by," he says. "I wanted to build a
community that was safe for employers. If they didn't feel that, we had failed. I think we've largely
succeeded."
Extract from:
http://www.theguardian.com/money/2011/aug/19/rules-social-recruiting-linkedin-twitter-facebook/print
1. to wise up a. a text or report designed to promote something

2. to scour b. loose, not very strict
3. a backlash c. a positive aspect of something that is generally negative
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4. a snippet d. the (positive or negative) feeling among the workforce
5. slack e. to become aware of something you didnt know
6. a silver lining f. totally honest
7. spin g. a text or report expressing anger or complaint
8. to get shot down h. a small piece of something
9. assymetry i. to search very carefully for something
10. staff morale j. to be heavily criticised
11. to go live k. to make information public
12. a puff piece l. a sharp, usually delayed, negative reaction to something
13. a rant piece m. very positive, often dishonest publicity
14. warts-and-all n. inequality
READING
1.2.3 Should you pay someone to write your CV? (R)
If you have not much time (or confidence), it is possible to find a professional to write your CV for you. Read
this article and answer the questions that follow.
In a recent Question and Answer session on switching between the public and private sectors, one of the
panellists said: "Getting someone else to write your CV for you, especially a CV writing business, is a
mistake. I would always want to see how you describe yourself, rather than someone else do it for you.
Professionally-written CVs look generic and sterile and do not create a good impression with the reader."
In my view, the belief that the individual is the best person to write their own CV is not always true.
Although many people can write their own CVs, and do it well, others struggle with a variety of problems;
such as incorrect English, not knowing how to structure a CV and not knowing how to best highlight their
most relevant strengths.
Through in-depth consultation, a professional CV writer can help identify the key achievements and skills
necessary for a particular role or sector, cut out unnecessary or irrelevant details, and pinpoint what makes
the individual stand out. This level of objectivity is one of the major benefits in working with a professional
writer. It's often difficult to be able to stand back from your own career history to assess what's relevant or
not, or to choose the most appropriate qualities.
If you do choose to work with a professional, here are some tips for working with a CV writer:
Be prepared to invest your time
You'll probably need to answer an in-depth email questionnaire or be interviewed before any writing
actually starts. The more information you can give your CV writer to work with, the better, so the promise
of a quick turnaround time isn't always going to result in the best possible CV. Take the time to think about
your career aims, your past achievements, and the value you bring, before you start the whole process.
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Your CV will probably be used as a springboard for questions at interview, so you need to make sure you
feel happy with the way it's written and with the choice of words. Being involved in the writing process
means your CV sounds authentic.
Look for experience in your field
Ask for a CV writer who has industry experience in your sector. HR professionals and recruiters with
relevant experience can also have valuable insights into what companies are looking for.
Choose a professional writer
The UK CV-writing market is not regulated as in the USA, where the letters CPRW (Certified Professional
Resume Writer) indicate that the writer is a trained professional. This means you'll need to do some
research and shop around to find someone with the appropriate writing skills. Look for someone who's
prepared to take the time to unearth your core accomplishments, choose exactly the right words for
maximum impact and who understands what and where to edit. Ask to see before and after samples of
their work or use personal recommendations before you choose a CV writing service.
http://jobs.theguardian.com/article/4170823/should-you-pay-someone-to-write-your-cv-/
1. Why did one of the panellists believe that you should always write your own CV?
2. According to the author, what three main difficulties do people often encounter when they try to
write a CV?
3. What benefits can a professional CV writer bring?
4. Why is preparation of the CV important?
5. Why is it more difficult to find a professional CV writer in the UK than in the USA?
6. What should you check before you employ a CV writer?
WRITING
1.2.4 How to create your CV (W)
With the help of this guideline create your own CV!
1. Name and Address

Begin your CV with your full name and contact details. If you have a LinkedIn page you could include the
address here.
2. Personal Profile
Follow this section with a personal profile a short paragraph describing your background and why you are
right for the job. Be specific, cite specific achievements.
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3. Areas of Expertise
Next, list three or four areas of expertise strengths you possess that will convince the employer youll
perform well in the position.
4. Work History
Outline your work history, most recent job first. Include dates worked, job title, employer, a brief
description of the role and its responsibilities and any goals you achieved. Place most emphasis on the skills
the prospective employer is looking for.
5. Education
Provide your education history. Include the name of the institution, dates you attended, courses taken and
qualifications gained.
6. Hobbies
Briefly mention your hobbies and interests. Pay attention to what they say about you. Are you a team
player? Are you a creative thinker?
7. Referees
List the details of two referees, preferably your last two managers. Alternatively, mention that they can be
supplied upon request.
8. To the Point
Keep your CV clear and to the point, dont use fancy fonts, pictures or coloured paper. Try not to exceed
two pages in length. Write in a manner that allows the document to be read quickly your CV will probably
be looked at for no more than 60 seconds in the first instance.
http://howto.yellow.co.nz/careers-and-work/job-search/writing-your-cv-%E2%80%93-a-quick-guide/
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1.3 PROFESSIONAL NETWORKING AND INTERVIEWS
SPEAKING
1.3.1 Social Networking (S)

Discuss these questions with your partner or in a small group
What are some of the different methods you can use to try to find a job?
What is social networking?
Can you use social media to find a job?
Do you already use Linkedin or know anyone who does?
READING
1.3.2 Focus point: LinkedIn (R)
Read this short introduction to LinkedIn
LinkedIn is the worlds largest professional social network on the internet, currently counting 225 million
users. It is used by industry experts and leaders (e.g. presidents and vice presidents), university students,
recent graduates and generally by anyone who is interested in advancing their career. You can build and
manage your online professional identity and power your career by discovering job opportunities, business
deals and new ventures.
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What do the numbers say?
77% of all job openings are posted on LinkedIn
48% of recruiters post jobs on LinkedIn and nowhere else on social media
89% of recruiters have filled a position using LinkedIn at some point in time
97% of all HR and staffing professionals use LinkedIn in their recruiting efforts.
www.powerfor
mula.net
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READING
1.3.3 Creating your LinkedIn profile (1) (R)

Read the following text about how to make a great student profile on LinkedIn and answer the questions
that follow.
Building a Great Student Profile - Showcase your experience and professional interests on LinkedIn!
1. Write an informative profile headline. Your headline is a short, memorable professional slogan. For
example, Honors student seeking marketing position. Check out the profiles of students and recent
alumni you admire for ideas.
2. Pick an appropriate photo. LinkedIn isnt Facebook. Upload a high-quality photo (your profile will be 7
times more likely to be viewed) of you alone, professionally dressed. No party shots, cartoon avatars, or
pictures of your puppy!
3. Show off your education. Include all your high schools, major(s) and minor, courses, and study abroad or
summer programs. Dont be shy LinkedIn is an appropriate place to show off your test scores, and
honors or awards.
4. Develop a professional Summary. Your Summary statement is like the first few paragraphs of your best-
written cover letter concise and confident about your qualifications and goals. Include relevant work and
extracurricular activities.
5. Fill Skills & Expertise with keywords. This section is the place to include keywords and phrases that
recruiters search for. Find relevant ones in job listings that appeal to you and profiles of people who have
the kinds of roles you want.
6. Update your status regularly. Posting updates helps to keep you on the radar and build your
professional image. Mention your projects, professional books, articles, or events youre attending. Many
recruiters read your updates!
7. Show your connectedness. Groups you join appear at the bottom of your profile. Joining some shows
that you want to engage in professional communities and learn the lingo. Start with your university and
industry groups.
8. Collect diverse recommendations. The best profiles have at least one recommendation for each position
a person has held. Recruiters are most impressed by recommendations from people who have directly
managed you.
9. Claim your unique LinkedIn URL. To increase the professional results that appear when people search
for you online, set your LinkedIn profile to public and create a unique URL (e.g.,
www.linkedin.com/in/JohnSmith).
10. Share your work. You can also add actual examples of your writing, design work, or other
accomplishments on your profile, where you can share rich media or documents. What better way to sell
your skills than to show employers exactly what you can produce?
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http://university.linkedin.com/content/dam/university/global/en_US/site/pdf/TipSheet_BuildingaGreatProfile.pdf
Now answer the questions.
Match the meaning of the word or phrase from the article with the definition below:
diverse to be on the radar lingo

unique memorable shy
connectedness rich engage in
(1) worth remembering or easily remembered
(2) fearful; hesitant; reluctant
(3) to be in the spotlight, the focus of attention
(4) having social or professional relationships, especially with influential or powerful persons
(5) become involved in
(6) the language and speech, especially the jargon or slang of a particular field or group
(7) different; of various kinds or forms
(8) existing as the only one or as the sole example; single
(9) of great value or worth; valuable
Answer these questions.
1. Your profile headline should be:
a. short and informative
b. memorable and long
c. clever and admirable
2. Having a photo:
a. will not help, it can be distracting
b. will help, but it should be something fun like a picture of your puppy
c. will result in more people looking at your profile
3. One of the following should be done frequently:
a. Developing your summary
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b. Including keywords in the Skills and Expertise section
c. Updating your status
4. One way to show that you have professional relationships is by:
a. joining groups
b. learning the industry jargon
c. getting your own, unique URL
5. Sharing your work on LinkedIn will help you to:
a. make some money
b. promote your ability
c. make fewer connections
A final word!
The benefits of LinkedIn are almost endless with no downside to having a LinkedIn profile. Get involved in
forums, join groups and meet like-minded individuals like yourself. Best of all LinkedIn is totally free. Job
seeking is a tough business and applying for online jobs each and every day is a job in itself! From a job
seekers perspective, LinkedIn is another tool that you can use to help get ahead when searching for a new
job.
Dont forget one important aspect. While the advantages and benefits of having a LinkedIn profile can help
open up doors to opportunities that may never have existed previously, having an incomplete or
unprofessional LinkedIn profile can actually have a detrimental effect and portray a negative impression of
being lazy or having a lack of attention to detail. If you choose to create a LinkedIn profile prepare it
properly and utilize everything that LinkedIn has to offer.
http://www.redstarresume.com/the-advantages-and-benefits-of-creating-a-linkedin-profile/
LISTENING
1.3.4 Interviews 2 (L)

www.youtube.com/watch?v=qSylCmes5dw
Listen to this clip and answer the following questions
Top 5 job interview tips
1. Jeff and Mike are The interview guys. Listen to the first part of their discussion and answer these
questions.
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a. What do they like to do when they are talking about job interviews?
b. Why does Mike think that Jeff is speaking so quickly?
c. Jeff says that understanding the 5 tips will help you do what?
2. Listen to the second part and write down the 5 tips.
a. .
b. .
c. .
d. .
e. .
3. Listen to the second part again and fill in the following sentences.
a. Its important to know exactly what they do ., and any current events
related to the company.
b. Its important that you prepare perfect answers to some of the most commonly asked
and
c. A success story is a story from your past, work or ... that highlights an
achievement and reflects one of your strengths.
d. Asking the interviewer questions shows that you are prepared about the job.
e. You need to find out beforehand exactly what the position calls for in an employee, as well as exactly
what makes up the
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1.4 IN THE OFFICE
SPEAKING
1.4.1 The perfect office 1 (S)
The office layout dilemma: open-plan cubicles or separate offices? Discuss in pairs which environment you would
like to work in. Give reasons for your choice. You can find some ideas for your discussion under the pictures.
isolation from colleagues non-hierarchical

boosts creativity easy to communicate
lack of privacy unpleasant smells of food, body odour
team building everyone hears others
others might disturb difficult to concentrate
high noise level (ringing phones, pinging emails)
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..................................................................
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READING
1.4.2 Making a good impression (R)
You are going to read an article about how you can make a good impression from the very first day at work.
Choose the best heading from the list for each paragraph. There are two extra headings that you do not
need to choose.
Get there early

Don't bolt at the end of the day
Prepare how to introduce yourself
Be a good listener
Plan what you are going to wear
Dont forget to take a snack with you
Take advantage of your new status to ask good questions
Remember names
Organize your workspace
Be the last to leave
Be positive
(1) _____________________________________________________
Perhaps, in the excitement of getting a job, you haven't thought much about what to wear to the office
each day. Make sure you find out the expected attire. While many workplaces are "business casual," if your
job is "suit and tie," you don't want to be worrying about going shopping on your way home from your first
day because you don't have the right clothing. Plan everything in advance, as you would for an interview, so
you will be comfortable and suitably attired from the start.
(2)______________________________________________________
Make sure that you find out how long it is going to take you to get to work. Do not put yourself in a position
of offering excuses for being late on the first day because you didn't understand the traffic patterns. "The
early bird gets the worm" isn't just a cliche; it's a reminder that when you appear prepared and ready, you'll
put yourself in a position to succeed.
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(3) ______________________________________________________
You thought your "elevator pitch" was history now that you have a job? Not so fast. How do you want to
introduce yourself to new colleagues? Think beyond, "My name is ... " What do you want them to
remember about you? What do you want to be known for? Be sure to work on your eye contact, a pleasant
smile and a firm handshake. All of this will contribute to the first impression that your colleagues have of
you.
(4) ______________________________________________________
Don't be the one who tells everyone you're "not good with names." People will be impressed with someone
who takes the time and effort to learn their names. Make this a priority. A few tips: Use people's names as
soon as they are introduced. Say, "Nice to meet you, Sara." If you didn't catch the name, or are unsure of
the pronunciation, ask the person to repeat his or her name, and make a real effort to learn it. Take notes
so you'll remember people later. For example, jot down something to help you match a new colleague's
name and face. Another trick? Make an association with the person's name. If Tom is tall, think, "Tall Tom"
and you're more likely to remember it later.
(5) ______________________________________________________
Look around to see how other people organize their areas. If no one else has personal items or photos out,
consider keeping your area clear of those types of things. Keep in mind, if you look sloppy at work, people
will assume you aren't well organized enough to manage important projects.
(6) ______________________________________________________
There's never a better time to ask questions than when you start a job. Don't miss this opportunity to find
out what you'll need to know to do your job well. Be careful, though, not to ask questions that sound like
you are challenging the status quo as soon as you start the job. Keep your questions to things that you are
curious about and try to save the "Why do you do it that way instead of this other way?" types of inquiries
for later on.
(7) ______________________________________________________
No one at work wants to try to teach you something and to later find out that you were daydreaming
instead of listening. Make sure that you stay focused and listen carefully, especially when you first start a
job. If you have a tendency to let your mind wander, be on alert and prevent it from affecting your work.
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(8)_______________________________________________________
Everyone expects you to be happy at work when you start a new job. Stay positive and upbeat, and make
sure to appear delighted to be there. Even if it isn't your dream job, act as if it is.
(9) _____________________________________________________
Especially when you start a new job, don't be a clock watcher. It can't hurt to stay a little beyond your
designated hours so that everyone sees that you're more interested in getting the job done and less
interested in running for the door.
http://jobs.aol.com/articles/2013/06/12/first-day-on-job-make-good-impression/
READING
1.4.3 Benefits at work 1 (R)
The following text is about fringe benefits (Br) or perks (US) from the point of view of start-ups. Look at the
highlighted expressions in the text and choose the correct meaning.
Perks play an important role for any company, whether that company is a small start-up or a major league
player1. Aside from enticing potential new hires2, perks vastly improve both the company culture and the
mental and physical well-being of the current employees.
Smaller start-ups sometimes do not have the budgets that giants like Facebook and Google have to offer
insanely awesome3 office spaces and perks. Thus, they can become entrenched and fixated on perks that
are industry standard4 and within the reach of tight budgets5.
Telecommuting, catered lunches6, paid conference visits, and life coaching7 are worth considering, but
startups need to remember that there is a whole world of creative perks they can offer employees. There
are some great ideas that can build team chemistry8, attract new hires, and will not break the bank. Always
remember that even if your company is small, you can still pack a big punch when it comes to perks.
http://tech.co/20-perks-make-startup-attractive-potential-hires-2013-09
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1. a major league player a) someone playing in the first division
b) a big and financially stable company
2. potential new hires a) candidates with good chances to get the position
b) candidates who have good abilities
3. insanely awesome a) incredibly fabulous
b) mad
4. industry standards a) very typical in the particular industry
b) common measures in industry
5. tight budgets a) strictly monitored income and expenditure
b) high deficits
6. catered lunches a) meals provided by a company free of charge
b) meals taken to work
7. life coaching a) training to improve ones quality of life
b) a lifesaving vehicle
8. team chemistry a) a team in the chemical industry
b) relationship between members of a team
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SPEAKING
1.4.4 Benefits at work 2 (S)
What do you think your boss should do to motivate you? Discuss with a partner which of the following perks
you would like to get.
Offer in-house yoga classes

Offer the option for a dog-friendly office space
Host poker nights at the office
Send staff to telecommute in exotic locations
Host a Liquor Friday
Have employees invite their mom or dad to cook lunch with them at the office
Host an employee awards ceremony
Provide onsite massages
Offer free music lessons
Teach employees new languages
Can you add any more?
______________________________
______________________________
READING AND VOCABULARY WORK
1.4.5 Codes of practice What to wear 1 (R)
Make word partnerships from the words below.
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two-word three-word
partnerships partnerships
face-to-face environment formal casual clothing
work accessories dress business environment
company contact business down day
appropriate logo fashion brand names
Now insert the word partnerships into the text.
Many workplaces have dress codes, particularly workplaces in industries in which image is highly valued
and workplaces in which employees have regular ______________ (1)with customers. In a
________________________ (2) the standard of dressing for men and women is a suit, a jacket and pants
or a skirt, or a dress with____________________________ (3).
Clothing that reveals too much cleavage, your back, your chest, your feet, your stomach or your underwear
is not appropriate for a place of business. In our___________________(4) , clothing should be pressed and
never wrinkled. Torn, dirty, or frayed clothing is unacceptable. Any clothing that has words, terms, or
pictures that may be offensive to other employees is unacceptable.
Certain days can be declared__________________________ (5), generally Fridays. On these days,

_____________________________ (6) is allowed. Clothing that has the __________________ (7) is
encouraged. Sports team, university, and ___________________ (8) on clothing are generally acceptable.
You might want to keep a jacket in your office for the days when a client unexpectedly appears on a dress
down day, especially if the client is wearing a suit.
Adapted from: http://www.onecarebhs.com/uploads/OneCare_Employment_Manual.pdf p.39
WRITING
1.4.6 Codes of practice - What to wear 2 (W)
Read the memo below quickly, and answer the questions.
159
What is the purpose of the memo?
What is the tone of the memo like?
The computer spell-checker has found eight spelling mistakes in the memo. Can you correct them?
Date: March 10, 2013
To: All staf
From: Head of HR
Subject: Dress Code
Our firm has provided the benefit of most Fridays alowing (1) business casual attire, that is BUSINESS
casual, not business CASUAL and certainly not CASUAL. That is FRIDAYS, the rest of the week is BUSINESS
(professional) attire.
Unfortunatelly (2), each week there appears to be some confusion as to what is appropriate and what day
of the week it is. Please let common sense than fashion sense be your quide (3) when you dress for work
each day.
Denim, in particlar (4), has reached new heights of controversy. Therefore, no article of denim fabrik (5) is
appropriate at any time.
No messege (6) on any kind of clothing is allowed at any time.
Ms Brown will exercise the right to send employees home, withot (7) pay, who are inappropriately dressed
and will take disciplinairy (8) actions for repeated violations.
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READING AND LANGUAGE USE
1.4.7 Codes of practice Privacy issues (R)
You are going to read about company policies concerning emails at work. Some words are missing from the
text. Choose the most appropriate answer for each gap in the text.
Many workplaces rely on email to help employees stay connected and (1) ____________ with clients.
However, many companies lack a clear policy (2) ______________ how employees can and can't use email
in the workplace. If companies don't (3) _____________ these issues, they could find themselves in an
ethical and legal quandary.
Employees sometimes assume their emails are private, but a growing number of employers (4)
________________ monitor employee emails sent from company accounts or computers.
Some companies prohibit personal email (5) ______________ in the workplace, on the basis that it
distracts employees or threatens the company's computer systems. (6) _____________ use also increases
the risk of computer viruses. Or, employers may not want employees to use company computers to send
emails containing objectional (7) _______________, images or material, or messages with religious,
political or other (8) _________________ controversial content. Some allow limited personal use, for
example only during lunch breaks.
Adapted from: http://work.chron.com/ethical-issues-email-accounts-workplace-16688.html
1. a) communicating b) to communicate c) reply

2. a) regarding b) with regard c) regarded
3. a) talk b) speak c) address
4. a) routinely b) routinously c) as routine
5. a) using b) usage c) use
6. a) personal b) personality c) personally
7. a) word b) context c) language
8. a) possible b) possibly c) possibility
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LISTENING
1.4.8 Encouraging younger staff (L)
In the following recording you will hear about a new initiative. Listen and answer the following questions.
1. Which age group does the Fashion Retail Academy target?
____________________________________________________
2. Does the founder hold a degree?
____________________________________________________
3. What does the academic input cover?
____________________________________________________
4. What percentage of the time do students spend in the work place?
____________________________________________________
5. What experience do the mentors have?
____________________________________________________
6. Who developed the curriculum?
____________________________________________________
7. What is the aim of the curriculum?
____________________________________________________
8. What is the real advantage of the programme for the employer?
____________________________________________________
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Unit 2. MOBILITY, CULTURAL DIVERSITY, AND BUSINESS
TRAVEL
Aims of the Unit
The aims of this unit are to help you become more proficient in English as it is used with regard to mobility,
travel and with cultural diversity. After completing this unit you will be familiar with:
Advantages and challenges of an experience abroad

Opportunities for study abroad
Issues in cultural diversity
Business travelling in which you will rehearse many of the issues and situations which you need to
deal with on business travel including:
2.1 WORKING AND STUDYING ABROAD 1 THE ADVANTAGES AND

DISADVANTAGES
READING
2.1.1 Understanding Cultural Differences (R)
http://www.dr-fdtc.com/cultural-differences/frames.html
By: Chris Storey

Friday, June 10, 2011
In todays world of globalization, where advances in transport and communication have created what many
refer to as a global village, understanding and appreciating cultural differences in business has become of
vital importance to all organizations.
163
Companies are increasingly operating cross-border teams, and international trade is vital in today's
business world. Rapid growth of emerging markets in Asia and South America means an increase for many
in contact with business partners in areas that are possibly alien to them. Sensitivity and maintaining a
good relationship is vital when managing a business deal understanding differences between your own
culture and an unfamiliar partners can make or break a business deal. Insensitivity or misunderstanding
can have a huge impact on your reputation.
Understanding and appreciating cultural differences is not just ensuring you avoid causing offence
however. Attitudes towards business, the way they are run and views on management styles can vary
greatly in different cultures. Geert Hofstede, a Dutch anthropologist specializing in assessing cultures,
conducted a study of IBM employees in more than 70 countries in which he was able to identify several key
sources of cultural difference. One of the most important was "power distance", or the extent to which
the less powerful members of institutions and organizations within a country expect and accept that power
is distributed unequally. Hofstede also identified other factors that help analyze cultural-based behaviour,
including whether a society is generally more comfortable with uncertainty, ambiguity and nuance; or if a
society stresses group harmony and "saving face".
Another example provided by Geert Hofstede is in the differing cultures of the United States and the
Middle East and the problems that can arise in business without a proper knowledge of a prospective
business partners culture. When negotiating in Western countries such as the United States, once there is
a mutual understanding between the two parties and a satisfactory conclusion has been reached the
cultural sign of the end of negotiations would be to shake hands. In Middle Eastern countries however, a
hand shake is a cultural sign that serious negotiations are just beginning.
Internally, effective communication is key to any organizations success, and so an appreciation of different
cultures is also of great importance in maintaining a professional and harmonious environment in the
workplace. Organizations in the 21st century are a mix of people from different cultural backgrounds who
have to understand each other, interact on a daily base and often work in more than one country.
Seemingly innocuous things such as eye contact, hand gestures or work attire can cause possible offence or
misunderstanding.
Above all, it is important to ensure that the increasing diversity of workplaces and the global nature of
modern business is not seen as a hindrance, and is turned into the positive that it can and should be.
Diversity brings a wider variety of viewpoints and can bring about solutions to problems that may not
previously have been seen, as well as bringing individual talents and experiences to provide an increased
adaptability.
This article was written by Chris Storey of the Association of Executive Search Consultants (AESC).
https://www.bluesteps.com/blog/the-importance-of-cultural-understanding-in-the-global-village.aspx
Comprehension Exercise
Complete these sentences with the words below
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1. In order to avoid causing an offense to someone in another business, it is important to be aware of
_________________________ between your societies.
2. The extent to which the less powerful members of institutions and organizations within a country
expect and accept that power is distributed unequally is called __________________________.
3. Business markets in Asia and South America are identified as __________________________.
4. Our world today seems smaller and is called a ___________________ because of improved
communications and transport.
5. Some examples of non-verbal communications which may be different in other cultures are
______________________________________.
6. A _______________ in the Middle East is a sign that negotiations are just beginning.
7. Businesses today often operate in many countries by using ___________________.
8. ____________________ can cause serious problems in business because of a violation of cultural
norms in that other culture.
9. Other factors can help us analyze cultural-based behavior, including whether a society is generally
more comfortable with ___________________________.
10. _________________ can vary in other cultures based on how that culture perceives that businesses
should be run.
Answers to choose from:
1. global village
2. cross-border teams
3. cultural differences
4. Insensitivity
5. emerging markets
6. management styles
7. power distance
8. uncertainty, ambiguity and nuance
9. hand shake
10. eye contact, hand gestures or work attire
SPEAKING
2.1.2 Cultural Diversity Interview (S)
First Student: You are thinking about taking a short term job in another country for a year. You want to
find out about the culture of that country so you go to see the Cultural Attach at that Embassy. Of course
you want to be prepared so you list out some questions in advance. You will want to consider things like: 1)
work life; 2) social customs 3) social attitudes; 4) dating; 5) food; 6) and things not to do.
Questions to ask the Cultural Attach:
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Second Student: Pick a country you are familiar with and jot down some things about the culture of that
county like: 1) work life; 2) social customs 3) social attitudes; 4) dating; 5) food; 6) and things not to do.
Important aspects of your countrys culture to share with Inquirer:
Exercise:
1. Break up into pairs with each student picking one role above
2. Each student makes notes about either the questions to ask or the answers they might give.
3. Do a practice role play in pairs
4. Teacher will then call on several pairs to role play for the class
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READING
2.1.3 Should I Study Abroad? Advantages and Disadvantages (R)
http://collegeinformations.com/tag/studying-abroad/
Every year thousands and thousands of people leave the comforts of their homes to learn English in
countries such as the United States, Canada, England, and Australia. Why do they do it? Many feel that by
studying a language in a country where it is spoken, they will be able to learn it more quickly. Others feel
that studying abroad gives them a kind of prestige in their home country. It may even lead to a better job.
And quite a few people want to study abroad for the pure pleasure and excitement it brings.
But living and studying in another country can also have its problems. Almost everyone experiences some
level of homesickness. And a few people go home earlier than expected because their ideas about living in
another country were different from reality.
Is learning English abroad something you are interested in? Whether to learn a language by studying
abroad is a big decision. You should be aware of what you are getting into before you start packing your
bags.
Disadvantages of Studying Abroad
Studying abroad does not mean you will learn English magically. Many people think that they just need to
live in another country and they will learn the local language. This is not completely true. You still need to
pay attention and study. There are people who live in foreign countries for many, many years without
knowing the language well. However, it will probably come to you easier and faster than if you just studied
the language in your home country.
Studying abroad can be hard. You will probably have times when you miss your family, friends, food, and
everything familiar. Almost everyone goes through some culture shock. You will have to realize and accept
that it will take some time to adjust to a new way of living.
Studying abroad can be expensive. There is no doubt that it takes money to study abroad. It can vary from
kind of expensive to very expensive. Most places don't allow international students to work. You will have
to have the money before you arrive in the country or have someone from home support you. Is this
something that you and/or your family can afford?
Advantages of Studying Abroad
You are surrounded by English. Yes, you need to pay attention and do some studying, but everything
comes faster when you do because English is everywhere- on the streets, in the stores, on the TV- you can't
get away from it.
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Your eyes are opened to the world. We often grow up thinking that our way of doing things is the only
way, or sometimes the best way. But living in a new culture helps us realize new ways of doing things, and
also helps us to see that even though we are different, we are all human. And in many cases, not only will
you get to know the natives of the country you are visiting, you may get to know classmates from all over
the world.
You learn to take care of yourself. Living in another country, even if it is with a host family, means you
might be doing things you may not have done in your home country. These include cooking, cleaning,
grocery shopping, washing clothes, figuring out transportation, making living arrangements, setting up
accounts for cell phones and utilities, etc. You may think of this as a disadvantage, but many international
students go home proud that they have become very self-sufficient.
Your life will be forever changed. One of the greatest things that happens when you do something as big
as live in another country is- you become a changed person- your outlook on life is different. Your new
maturity can help lead you to new places in your life.
You make memories that will last a lifetime. Your pictures, journals, and souvenirs will help you remember
your time abroad, but your memories and emotions of this special time will also be a part of your life until
you are very old.
So how can you know if studying abroad is right for you? First, start by talking to people who have already
done it. Of course everyone will have his or her own experience and point of view, but it can be really
helpful to hear what other people have to say. If you don't know anyone who has studied abroad, ask
others about their experiences through the internet. Dave's ESL Cafe is a good place to start.
If you do decide that you are interested in going abroad, take a look at websites like www.HyperStudy.com
to search for schools and get advice on where to go.
Studying abroad can really change your life. And hopefully if you decide to do it, it will be a wonderful
experience for you. The very best of luck to you.
http://www.5minuteenglish.com/study_abroad.htm
Comprehension
Select a phrase to finish the sentence:
1. Studying abroad means you will learn the language .

very quickly
almost not at all
a little more quickly
2. Studying abroad can be
really easy
hard due to culture shock
an experience that requires little adjustment
3. Financing a study abroad experience
will be no problem
is easy because you can find scholarships
needs to be something you can afford
4. Living in a new country
will not be much different
can open your eyes to the world
helps us see that everyone does pretty much the same thing
5. When living in another country
a host family can take care of all your needs
you can pay someone to do your chores
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you will have to learn to become self-sufficient
6. An experience of living abroad
will make you a changed person
is not much different than living at home
will make you less mature as you depend on others
7. A study experience abroad will give you

a lot of headaches and few memories
many low moments and depression
a lifetime of memories of a special time in your life
8. To know if studying abroad is right for you
watch television for inspiration
go to google
talk to people who have done it before
LISTENING
2.1.4 My Study Abroad Experience (L)
http://blog.openstudy.com/2010/04/22/5-steps-to-your-best-study-abroad-experience/
Listen to this YouTube audio: Georgia Sanders, University of Exeter
YouTube link: http://www.youtube.com/watch?v=ywaV5NRkFik
Listen to the presentation and answer the questions
1. Where did she study abroad?
..
2. What did she find as her best experience in her class?
3. Why did she believe that study abroad would better prepare her for her future?
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4. What does she emphasize people should do if they want to get a study abroad?
5. Who can you talk to if you have any questions or to get great tips?
6. What is her field of study?
Listen to the text again and circle the correct answer.
7. What is her main reason for studying abroad?
a) earning some money

b) knowing other cultures
c) opening up career possibilities
8. What other reason does she think is important to study abroad?
a) experience of cultural diversity

b) making awesome friends
c) tasting other food
9. What was her work ethic discovery related to her classes?
a) there were too many students in the class

b) much of the school work was performed at home
c) the school used continual assessment and emphasized class participation
10. What slang or jargon does she use too much of?
a) You know
b) Uh, um
c) Like
SPEAKING
2.1.5 Role Play Dialogue to go abroad or not? (S)

Role play instructions for Student A - Anna
Your name is Anna and youve just finished high school. You are extremely disappointed about not having
been given a place on the university course of your dreams and you are sure that you are not willing to
study anything else. You are now thinking about how to spend your coming year. Ask your familys opinion.
Role play instructions for Student B Annas Older Sister
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Your younger sister, Anna, has not been given a place on the university course of her dreams and is thinking
about how to spend her coming year. You are advising her to take a gap year abroad to enjoy life, gain
experience, work, earn money and improve her English. This will be the time of her life. Studying can wait.
Anna is hesitating about what to do and asking for your familys advice.
Role play instructions for Student C - Parent
Your younger daughter, Anna, has not been given a place on the university course of her dreams and is
thinking about how to spend her coming year. As a responsible parent you would like her to stay at home
and study for the next exam, which is due this time next year. You think it is a waste of time and money to
spend this precious time otherwise. This is the only way for her to go on with her studies.
Anna is hesitating about what to do and asking for your familys advice.
Speaking Task:
Form groups of threes (Student A, Student B and Student C)

Try to convince Anna according to your role play card at the family table
Take turns in expressing your arguments till Anna can make a decision or you can reach a
compromise. Try not to hurt each others feelings.
Useful expressions for conducting a sophisticated argument:
Asserting your view:
I see your point, but.... I don't quite agree here. I cannot accept your view that ...
I cannot share this view. I really feel that.......... What I mean is..............
My impression is that The point is that...... I (personally) believe that..
It strikes me that I think/I dont think. Yes, I agree up to a point, however ..
Yes, perhaps, however Well, yes, but ..... Yes, in a way, however ...
Hmm, possibly, but Well, you have a point there, but ...
There's something there, I suppose, however... I guess you could be right, but ...
Yes, I suppose so, however That's worth thinking about, but ...
Interrupting:
I'm sorry I didn't catch what you said... Excuse me, can I just say/ask.?
Sorry to interrupt but. Yes, but. Er..
Stopping interruptions:
If I could just finish.. Ill just finish what I was saying.
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http://www.teflsites.com/Expressions%20for%20Discussion%20and%20Debate%20new.pdf
2.2 WORKING AND STUDYING ABROAD 2 HOW TO GET THERE
LISTENING
2.2.1 Erasmus University in a nutshell (L)

Listen to the presentation via the links below:
YouTube link: http://www.youtube.com/watch?v=Fy1cef5abCQ
Circle the five points mentioned concerning the Erasmus program in Rotterdam. There are only five correct
answers.
A it has a strong international appeal

B it works with friendly staff
C it has produced a lot of big names
D it teaches theoretical concepts which can be applied in daily life
E it teaches you think globally
F it teaches how to find solutions to the problems
G there are a lot of student associations
H it has contacts with headhunting companies
Listen to the text again and answer the following questions.
1. What do we know about the size of the university?
................................................................................
2. On what is there a strong focus?
3. What education in Erasmus is about?
..
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4. What do they organize for students?
5. What IT facilities are mentioned?
6. What feeling does Erasmus give you?
..
LISTENING
2.2.2 How to Study Abroad (L)

You are going to hear an audio clip about How to study abroad
YouTube FILE: http://www.youtube.com/watch?v=_5dgTSbNB6Y (Howcast.com)
Listen to the broadcast and circle what you need to study abroad. You have to circle five letters altogether.
A fluency in English
B flexibility
C desire to learn
D decent GCSE
E decent GPA
F school that accepts extra credits
G school that accepts study abroad credits
I a sense of a venture
J a sense of adventure
Listen to the text again and fill in the gaps.
Step 1. Conquer your fears and .. (1). Plenty of programs do not require a foreign language. Worried
about (2)? Some overseas courses cost less than your home . (3) Many schools employ
full-time study abroad .. (4) who will help you arrange your trip.
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Step 2. Consider your reasons for studying abroad and be honest .Your reason should .. (5) where
you go and what you study.
Step 3. Examine your .. (6) plan. Take your . (7) goals, total .. (8) units into account.
Step 4. The .. (9) Study Abroad Office or International Program Office can provide information about
what is (10).
Step 5. Sort out financial .. (11).
Step 6. Get your . (12) and passports.
Step 7. Many programs have ..... (13) with nonprofit companies and local organisations that will help
you arrange the details.
Step 8. Do further research on your ( 14 )
Step 9. Pack your bags, get your shots and do not try to (15) fruits across the borders.
2.3 TRAVELLING ABROAD ON BUSINESS 1 TIPS FOR TRAVELLERS
READING
2.3.1 A Guide to Business Travel (R)
http://under30ceo.com/12-top-apps-for-business-travel/
Tips that will make your business trip a success

By Aisha Newton
Monster Contributing Writer
Business travel can be fun! You get the chance to leave your cubicle and step into the real world.
Sometimes you get to visit new cities, or different parts of the world. Other times the location may be
familiar, but not necessarily a place you visit often. Meeting face to face with clients and colleagues,
provides you with the perfect opportunity to broaden your professional network and forge relationships
that go deeper than phone calls and email.
But lets be honest, whether travelling for business or pleasure. There are often unavoidable travel hiccups
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than can make your trip less enjoyable. Long line ups, flight delays, terrible food, obnoxious passengers and
underwhelming hotel accommodations just to name a few. Whether travelling solo or as part of team the
following tips will help make your business trip a success!
First things first, confirm the travel dates and make your reservations as soon as possible. Double check if
the company uses a specific website or travel agents. Often times booking earlier can save you money and
will get you better flight times, hotel rooms and car rentals.
Another useful piece of information to have, is in regards to food and drink. Find out if your company
provides you with a per diem to avoid nasty surprises when you get back. Also see if your company has any
specific rules regarding alcohol consumption. Just because you enjoy a glass of wine with dinner doesnt
mean that your company will pay for it.
Based on where you have to travel, make sure that your passport and travel insurance is up to date.
Whenever possible keep copies of electronic boarding passes and hotel reservations on your smartphone. I
would also suggest keeping paper copies of your travel documents in your purse or carry on luggage. You
never know when you might find yourself in the nightmare triangle; Low battery, no Wi-Fi and no
reception.
Now that youve taken care of your bookings, what are you going to wear?
Deciding what to pack can be tricky, climate, duration of stay and planned activities play a part in your
wardrobe selection. How many meeting are you scheduled to attend? Are there client dinners, team
building exercises or perhaps a round of golf?
Stick to dark coloured clothing that doesnt wrinkle easily. An added benefit is that it camouflages dirt and
stains. Try to avoid wearing loud patterns or busy prints, you want pieces that you can easily mix and
match. Same goes to the guys.
Ladies, carry a large scarf, shawl or Pashmina, it can complement your outfit and double as a blanket on a
flight or a sweater on chilly day.
Another thing to consider is what to put on your feet. Choose your footwear wisely. A six inch heel might
look fierce with your suit; but do you really want to wear them all day long? Or walking through a large
airport or train station? Try to choose stylish but comfortable shoes. Opt for wedges, flats or shoes with a
lower heel. If you plan on going to the hotel gym dont forget your sneakers. Another tip is to keep a
shoehorn in your carry-on luggage, that way if your feel swell after a long flight. You won't have to walk off
the plane barefoot.
What should you put in your carry-on luggage?
Pack a small cosmetic bag to keep track of your toiletries. If there are specific medications that you
need be sure to keep them in your purse on your person.
Allergy medication, in case the room is dusty and musty. In my experience hotel carpeting can trigger
allergic reactions.
Snacks, because who wants to pay $6 for M&Ms?
Disinfecting wipes to clean off the common surfaces in the room.
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Feminine hygiene products, just in case (This also relates to the dark coloured clothing)
Eye drops to help freshen your eyes. Bloodshot eyes in a meeting arent cute; its hard to take someone
seriously when it looks like youve been up partying with Mary Jane.
Ear plugs and eye masks arent always provided on flights so bring your own to catch a few winks on
the plane.
Electronics, gadgets and personal entertainment:
Make sure to pack all of your electronics, chargers and adapters and keep them in your carry-on. Charge
your devices before leaving so that you have a full battery. That way you can get some work done even if
you dont have access to a plug. Dont forget your headphones, the last thing you need is to be stuck sitting
next to someone who wants to be your new best friend.
Ladies this tip is crucial, be sure to remove the batteries from some of the items you pack. Security will
open your bag if there are items buzzing and vibrating in there. And careful with your jewelry, try not to
wear too many metallic pieces. You'll set off the metal detectors and all that noise can be distracting to
your fellow passengers.
On a different note, dont forget your business cards. This simple networking tool helps people remember
you. Just make sure they are up to date, there is no sense in handing out old cards with the wrong job title
and email address. There are also apps you can download that will allow you to take a picture of someone's
business card and download their contact information into your phone.
Make sure you bring a purse that can go from daytime to nighttime or at the very least bring a small clutch.
Pare down your wallet so that you only carry the cards you need. Leave your George Costanza wallet at
home. Remember the Acronym M.I.L.K Money, Id, lipstick and keys.
Once you arrive at your hotel there are a few things you can do to keep yourself safe.
Avoid using your full name when signing in. Use your initials or sign in as if two people are in the room.
This deters potentially assailants looking to prey on single women.
Advise the front desk not to mention your room number out loud, when other guests are nearby. In the
event that you think someone may have heard it dont be afraid to request a new room.
Always leave the Do Not Disturb sign on the door. This gives the impression that your room is always
occupied.
Upon arriving at your hotel room, double check the locks on the windows and doors.
If you are unsure of your room locations, ask security to escort you to your room and avoid wandering
the halls aimlessly.
My last tip is to take a deep breath and relax. Try and see if you can take a few extra days and explore your
location. Oftentimes hotels in business districts have much lower rates heading into the weekend. By
following these simple tips your next business trip is sure to go smoothly.
So pack your bags and have fun!
http://career-advice.monster.ca/in-the-workplace/work-life-balance/business-traveling-tips-ca/article.aspx
176
Answer the questions with short answers:
1. Should we travel just to meet other business people when phones are so good today?
2. What is the first thing to do when planning to travel?
3. What documents do I need to travel?
4. What kind of clothes are best to pack for travel?
5. What security measures can I take at a hotel? Can I think of others?
READING
2.3.2 SEVEN TIPS FOR FOREIGN BUSINESS TRAVEL (R)
http://infographiclist.com/2012/03/25/business-travel-market-trends-2012-infographic/
177
BY CAROLYN M. BROWN
Maximize your time spent overseas. Proper preparation before your departure will not only make your
business trip a safe one but more productive.
Preparing for international travel is unlike planning a business trip within one's own country. While you're
usually fussing over details such as your flight itinerary, what to pack and scheduling meetings for a typical
business trip, international travel may also require research for immersion into a culture with proper
etiquette and protocols associated with the host country. With the recent political disorder in countries like
Libya and natural disasters in Japan, travel overseas also requires certain safeguards to protect yourself
during a time of crisis, says Jason Kaufman, senior manager, service innovation, MacNair Travel
Management/American Express, in Alexandria, Virginia.
There are some basic guidelines such as preparing proper documents two or three months before your
departure, especially if visas and updated passports are needed (for instance an old photo may not cut it).
Some countries may not require visas for tourists but may require them for business travelers. Of course,
depending on the country you are visiting, you will want to consult a physician about necessary
vaccinations.
For US Travelers, a great resource is the US Department of State, says Kaufman, especially if something
goes wrong in a foreign country and you need a quick evacuation. The State Department provides country
specific information and issues travel warnings for long-term conditions that make a country dangerous or
unstable as well as travel alerts that apply to temporary problems.
"In general, you want to make sure that you have the ability to get in touch with someone who can assist
you 24 hours a day, seven days a week, 365 days a year," says Kaufman. This may be your travel
management company. "In a crisis situation you want to have as much information as possible to make an
informed decision."
When the earthquake occurred in Japan, travelers couldn't get back into their rooms to access pertinent
documents, says Donna Thomas, owner of New Zealand Travel, in Langhorne, Pennsylvania. "The big lesson
learned: When you go to dinner or a meeting, take your passport, don't leave it back in your hotel room.
Carry contact information for your embassy with you at all times. Keep a fully charged cell phone on you,"
she explains.
Besides personal safety, you also will want to prepare for your foreign business encounters. After all, you
want to get maximum value for the time that is spent abroad. This means you have to be open to different
values, behaviors and ways of doing business. Lack of familiarity with the business practices and social
customs of another country can weaken your position or prevent you from accomplishing your goals.
Without a doubt there is nothing like a face-to-face meeting with a client or customer. But even the most
minor mistakes can cost you time, money and opportunity. Here are seven tips to help you make the
necessary adjustments for a business trip abroad.
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1. Prepare a well-planned itinerary.
A well thought out itinerary should reflect what your company hopes to accomplish. Think about your goals
and relative priorities. For instance, you will want to have two or three appointments confirmed well in
advance and spaced comfortably throughout the day. This will be more productive and enjoyable than a
crowded agenda that forces you to rush from one meeting to the next. Your schedule should be flexible
enough to allow for unexpected problems such as transportation delays and/or opportunities such as an
unplanned luncheon invitation.
Kaufman suggests leaving a copy of your itinerary with trusted colleagues, family members or close friends
so that they know where you are supposed to be at all times. Also provide a family member or spouse with
copies of your passport, medical insurance card, and other pertinent information. In addition, leave an
emergency contact list with your travel planner.
2. Seek information on the culture.
Invest some time in learning about the history, culture and customs of the countries to be visited, says
Thomas. Attend cross-cultural seminars or training. Read books about that country. Brush up on the
differences in negotiating styles, attitudes towards punctuality, gift-giving customs, and the proper use of
names and titles (understand the importance of rank and know who the decision makers are when
conducting business).
Take the Japanese, for instance, who consider it rude to be late for a business meeting but acceptable for a
social occasion. In Latin countries, being late for a business meeting is more tolerable. In the Middle East it
is commonplace to engage in small talk before conducting business. The French and the British have
different views about discussing business during meals, Thomas says. "Do you talk about business during
dinner or do you wait until after you have eaten your meal? The slightest things can really offend people,"
she says.
3. Learn protocol and etiquette practices.
Study the general protocol and etiquette of the country or countries you're visiting. Understanding in
advance how to greet your counterparts and manage appointments will be most helpful. Check normal
work days and business hours. In the Middle East, for example, the workweek is Saturday to Thursday. It is
not uncommon in many countries for lunch to last two to four hours. Also take into account foreign
holidays. Business manners, religious customs, dietary practices, humor and acceptable dress vary widely
from country to country.
Misunderstandings over gestures and body language can cause you more than embarrassment but can lead
to business complications, says Thomas. For instance, the okay sign (thumb and index fingers forming a
circle with the other fingers pointing upward) is commonly used in the US. But it means zero in France and
Thomas says it is a vulgar gesture in Brazil and the Philippines (like giving the middle finger is here in the
States). She recommends finding a local person from the host country whom you can openly talk to and
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learn about customs. Or a good travel planner will know the ins and outs of the country.
4. Learn the native tongue.
Business associates will appreciate any sincere attempt. Study the language or hire a translator, especially if
the persons you are meeting with do not speak English or are uncomfortable speaking it. You can learn a
foreign language on the go using Praxis Mobile Language Learning Networks, which provides podcasts for
Chinese, Spanish, French and Italian. You can listen to and interact with language lessons with an MP3
player, iPod, mobile phone, computer for internet access, television, and CD. Colleges or universities in your
area may offer traditional classroom instruction or immersion programs. Other options are audio language
lessons and software programs such as those available from Rosetta Stone. Seek out someone who knows
the language that can help you learn it by holding conversations.
There may even be subtle differences in the same language, cautions Thomas. "Certain words in English
that we use freely could have different meanings outside the US." She cites a situation between American
and British businessmen. "During the meeting the Americans said, 'lets table' this, hoping to end the
discussion, but the Brits kept on talking. The Americans took this as utter disregard and stormed out, not
knowing that in England the expression 'let's table it' means to put it on the table for discussion."
5. Check travel advisories.
Governments issue advisories about safety concerns that may affect travel to a particular country or region.
Travel advisories are released for various reasons, including terrorism, natural disasters, political unrest,
wars, health emergencies, and outbreaks of violent crimes against tourists. Check to see if the advisory
applies to the entire country or certain areas. "Know your geography," says Thomas. An incident in Okinawa
may not impact someone traveling to Hiroshima. "Make your decision to travel with informed knowledge,"
she adds.
Have a backup plan in case something does go wrong. Find out whether your home country has an embassy
or consulate in the place you are visiting. Make sure it is fully staffed and functioning. If the worst happens,
you don't want to be stranded in a foreign country without an embassy to help with emergency evacuation
or get in contact with your family and friends back home. Be aware of what the embassy can or cannot do.
For example, if you are injured the State Department can help you get back home but the cost of medical
care comes out of your pocket.
6. Protect yourself.
Kaufman recommends getting travel insurance. "With Road Warrior you can get a yearlong policy as
opposed to a trip-by-trip basis. Insurance companies are there to help you out in a crisis such as medical
evacuations," he says. Following the earthquake and Tsunami, one-way airfare out of Japan cost $5,000. So,
"travel insurance will help mitigate any financial loss you might incur."
Keep in mind that different destinations pose different risks; incorporate that into your strategy for
choosing business travel insurance. Do your research. Travel insurance may not cover you in all countries
and in all circumstances. Most policies do not cover acts of war, riots or civil disorder. Find out what
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exclusions apply.
Check with your health plan carrier to see if you need to get another policy to cover medical costs for an
injury or sudden illness abroad, says Thomas. What if you need to be airlifted by helicopter and taken to
the hospital, are you still covered? Look into the large travel insurance companies such as Travel Guard.
7. Plan to stay connected.
A plug or adapter may be needed to charge notebooks, cell phones, and PDAs while overseas. Also, contact
your cell phone provider before you leave to find out about international options for business trips, says
Kaufman. You may be able to get a temporary plan while you are visiting another country. To make an
international call from your cell phone, your carrier network must be compatible with that country. Your
phone also must be technically capable of making international calls.
Other options are to use Skype on your laptop or a Skype iPhone app to make international calls. You also
can rent a cell phone in airport malls around the world from companies such as TripTel or online from sites
such as Cellularabroad.com.
If you are traveling to a foreign destination for more than a week or two, consider buying a local phone,
suggests Kaufman. You can use that phone for making calls within the host country and it may prove to be
less expensive. "Some business travelers also use local SIM cards because it makes communications by
mobile phones a lot easier."
Just make sure that you have texting capability. Kaufman says text communication is a lot more reliable
than voice communication because it requires less bandwidth. So, during the earthquake in Japan, phone
calls weren't going through but people were able to send text messages to their loved ones.
http://www.inc.com/guides/201103/7-tips-for-foreign-business-travel.html
Comprehension Exercise
Multiple Choice Check all that apply:
1. Business travel involves more than just making travel plans. You also should consider
a. ___ finding the closest gyms to work out in
b. ___ learning about business practices and social customs of destination
c. ___ loading up all your favorite video games
2. When planning your travel itinerary, be sure to
a. ___ leave a copy with your family and colleagues
b. ___ make copies of all your important documents like passport for your family
c. ___ leave an emergency contact list with your travel planner
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3. Some good preparation practices for a trip abroad might be to
a. ___ read books or articles about the country you are visiting
b. ___ plan your menu in advance so you can have your favorite foods
c. ___ research if it is acceptable to discuss business over meals
4. Examples of body language and gestures to be careful of include
a. ___ making the OK sign with you thumb and index finger
b. ___ pointing with your finger
c. ___ speaking slowly
5. Learning another language is not easy when in another country. You could
a. ___ make a sincere attempt to learn what you can
b. ___ hire a translator
c. ___ dont travel until you have mastered a language
6. You should check for any travel advisories in the country you are traveling to. Check for
a. ___ government issued travel advisories
b. ___ whether the advisory affects your area of travel
c. ___ what weapons you can take to defend yourself
7. Check for the kind of insurance you need to protect yourself -
a. ___ travel Insurance
b. ___ life Insurance
c. ___ medical Insurance
8. Select the best ways to stay connected while traveling -
a. ___ using Skype from your computer or cell phone
b. ___ plan on borrowing a phone to make calls
c. ___ texting is always a good option especially in emergencies
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WRITING
2.3.3 Business Travel in Numbers (W)

A recent study brings to light the usage of business travel policies by corporations. A total of 2100 travel
managers were surveyed in 24 countries including Australia, Brazil, China, Germany, India, Russia, UK and
the US.
You can see a bar chart of future business travel volumes on the next page.
Study the chart carefully and write at least 150 words reporting the main features that you find in these
charts and make comparisons where relevant.
The following words might help you:
Upward change : to rise; to increase; to grow; to boom; to show / see an upward trend; to surge; to
soar; to expand;
Downward change : to fall; to decrease; to decline; to dip; to drop; to slump; to deteriorate; to go

down; to show / see a downward trend; to weaken; to hit a low; to plunge; to plummet; to slump;
Stability: to level out / off (at); do not change; to remain stable (at); to remain steady (at); to stabilize;
Business Travel Volumes
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184
SPEAKING
2.3.4 Discussing a group booking for a hotel (S)
http://www.travelzoo.com/hotels/chicago/-99-Detroit-4-Star-Hotel-w-Free-Breakfast-and-Wi-Fi-1521452/
Student A: You work for a company which wants to send 10 of your employees on a business trip to a
foreign city.
Student B: You run a hotel in a foreign city and you receive a call from a potential customer.
You should negotiate a deal which satisfies both of you, if possible dont forget to be polite and
compromise!
A. Leader of travel group B. Manager of hotel
A 10 single Number of rooms 6 single and 2 double

required / available
B Full board (breakfast, lunch Meals included Half board (breakfast evening
and evening meal) meal)
C Internet in every room, safe Facilities Internet available in hotel

parking, interpreter services lounge, street parking
D 100 Euros ppp (per person Price 150 Euros ppp (per person per
per night) with a 15 % night) with a 5% discount for a
discount for a group booking group booking
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2.4 TRAVELLING ABROAD ON BUSINESS 2 ORGANIZING TRAVEL
WRITING
2.4.1 Letter of Complaint (W)

Write a letter of complaint about the services of the hotel your boss stayed at on his business trip last week.
He was not satisfied with the facilities of the conference room, the quality of the food and the Wi-Fi
connection in the business lounge, so he would like to have a partial refund.
For useful expressions, format, and sample letter you can consult the following site:
http://www.infoplease.com/ipa/A0002121.html
How to Write a Complaint Letter
Include your name, address, and home and work phone numbers.
Type your letter if possible. If it is handwritten, make sure it is neat and easy to read.
Make your letter brief and to the point. Include all important facts about your purchase, including
the date and place where you made the purchase and any information you can give about the
product or service such as serial or model numbers or specific type of service.
State exactly what you want done about the problem and how long you are willing to wait to get it
resolved. Be reasonable.
Include all documents regarding your problem. Be sure to send COPIES, not originals.
Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was
not responsible for your problem but may be very helpful in resolving it.
Keep a copy of the letter for your records.
Sample Complaint Letter
Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division, if you have no contact person
Street Address
City, State, Zip Code
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model
number or service performed) at (location and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or the service was inadequate)
because (state the problem). I am disappointed because (explain the problem: for example, the
product does not work properly, the service was not performed correctly, I was billed the wrong
amount, something was not disclosed clearly or was misrepresented, etc.).
To resolve the problem, I would appreciate it if you could (state the specific action you want
money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include
copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers,
and any other documents).
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I look forward to your reply and a resolution to my problem, and will wait until (set a time limit)
before seeking help from a consumer protection agency or the Better Business Bureau. Please
contact me at the above address or by phone at (home and/or office numbers with area code).
Sincerely,
Your name
Enclosure(s) cc: (reference to whom you are sending a copy of this letter, if anyone
LISTENING
2.4.2 Business Travel Etiquette (L)
Listen to the following presentation and decide if the following statements are TRUE, FALSE or NOT STATED.
YouTube link: http://www.youtube.com/watch?v=NBGEknzJu_Q (MichaelCzinkota.com)
1. Anyone who travels on business has to be aware of cultural imperatives.
TRUE FALSE NOT STATED
2. During international meetings everybody is very upset if the meeting starts later than it should.
3. In some countries people are addressed in a different way depending on their social status.
4. If you address somebody in a wrong way it may lead to trouble and you might lose a deal.
5. The American executives biggest problem was how to address the presidents of his subsidiaries.
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6. The Americans in the German restaurant were very cold and they put on their jackets.
7. The German host gave a very polite reception for the Americans.
8. National leaders do not like to be touched by anyone.
9. When President Bush shook hands with the Arab leaders they found it appalling.
10. Empathy is only about rules.
11. As for the resources, it is a good idea to read guidebooks and visit the US Department of State
websites which tells you what to do and what to avoid.
12. The Central Intelligence Agency website tells you where not to go or who not to talk to if you travel
abroad.
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LISTENING
2.4.3 Corporate Travel Management from FCM (L)
Listen to the text and choose the correct answer.
YouTube link: Link: http://www.youtube.com/watch?v=eqnF-4V4j24
1. Getting better travel ideas is all about..
A working with helpful people

B working with people who are experienced
C working with people you can ask the right questions
D working with people you can turn to any time
2. People at FCM think..
A expensively about the products and services they offer

B expansively about the products and services they offer
C intensively about the products and services they offer
D interestingly about the products and services they offer
3. FCM is..
A a young financial management company

B a young travel management company
C a young environmental agency
D a young investment company
4. They are represented in
A 7 countries
B 17 countries
C 75 countries
D 79 countries
5. Whether you are a small company or a large multinational, they give you the same..
A quotation
B software
C attention
D advice
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6. They are a..... business.
A transaction base
B trust base
C relationship base
D performance base
7. They do not do one size fits all, they do a service you require ..
A on a local and national level.

B on a local level.
C on a multinational level.
D on a local, multinational or global level.
8. They believe in ..
A a face to face to contact with their customers

B an everyday contact with their customers
C a regular contact with the customers
D a mutual contact.
9. Their consultants are in the world.
A the most famous

B the most reliable
C the best paid
D the best trained
10. The company is not just a . for corporate travel.
A travel service
B customer service
C booking service
D career service
11. They give their customers .
A the greatest prices

B the best discounts
C the greatest savings
D the greatest safety
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UNIT 3. DEVELOPING YOUR CAREER
Aims of this Unit
The aim of this unit is to introduce you to the kind of English you will need to become familiar with:
training at work,
improving your managerial skills,
understanding the culture of your workplace, and
developing your career
3.1 TRAINING FOR WORK
LISTENING
3.1.1 The labour market of the future 2 (L)

A British businessman, Sir Martin Sorrell, is talking about what he feels is the biggest challenge for the future in the
international labour market. Listen to what he says and choose the best option for each question.
1. What have they done in China?

1 Started a new advertising school in Shanghai
2 Started advertising in schools in Shanghai
3 Found students to work in advertising
4 Found the cleverest young people in Shanghai
2. In order to attract the best young people it is important to offer

a wide variety of subjects in different schools
the chance to work for incentives
both money and training courses
a guaranteed career
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3. Martin Sorrell believes
we cant produce everything we need
we soon wont be able to produce everything we need
we will have to produce more and more in the future
we have no problem making things
4. In the future job market it will be

a) more difficult to find young people
b) easier to find young people
c) more difficult to find clever people

d) easier to employ older people
http://www.bbc.co.uk/news/business-17477469
READING
3.1.2 Its never too late to learn (R)
What do you think?

Do you know any elderly people who still study or are planning to do so? Tell the class about them.
Now read the text below and fill it with the missing clauses.
Lifelong learning is the secret to happiness in old age
Not only can learning during the later stages of life bring happiness, wellbeing and a connection to the
wider community for those studying, it can also reduce dependency on welfare.
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John Salinas says weekly ICT classes have given him a new lease of life, allowing him to benefit from community
opportunities.
Professor Stephen McNair has spent half a lifetime's research proving it's better to be happy than rich a
state some say is best achieved through lifelong learning. Now, at last, the government has latched on to
the idea and David Cameron is planning a happiness index _______ (1).
McNair, a semi-retired National Institute of Adult Continuing Education research fellow, says that in all the
guidance about wellbeing, education is central. "[It is] particularly important for those in the latter stages of
life when one is less mobile and having to cope with the death of partners and friends: getting out of
bed__________ (2)."
This is clearly not an issue for 84-year-old Jim Kelly, winner of an Adult Learners' Week award in
2010,_________________ (3) everything from gardening to the 1688 "glorious revolution". After school
days blighted by poverty and bullying teachers, the impetus to study came from his granddaughter Becky
who, as a two-year-old, grew frustrated with his inability to answer her questions. "Don't you know
anything, Grandad?" she would ask. Now, 14 years later, he tells the teenager he's pleased she asked that
question.
Evidence of the benefits of learning ________________ (4) is overwhelming, from research by the
Alzheimer's Society showing delayed onset of the disease, to reduced dependency on welfare support.
Melissa March is executive director of Learning for the Fourth Age, a charity dedicated to bringing trained
volunteers into care settings where they work with residents. "Our volunteers help people with everything
________________ (5) to wanting to tackle Welsh for the first time," she explains. "There is lots of interest
too in IT and the connections______________ (6). Our work helps break down older people's fears about
young people and opens our volunteers' eyes to the lives of older people with very different experiences
from their own."
Such improvements_______________ (7) , as 78-year-old Londoner Maria Tolly found. In 1989, health
problems spelled an end to her career as a professional guitarist, until specialist music technology courses
at Morley College and the City Lit restored her commitment to making music. "I was concerned that I might
be sidelined," she recalls, "but actually studying at both institutions has proved that age is immaterial
___________________ (8) thanks to a combination of forgetting myself and realising how much I still have
to learn." Soon she had music commissions ranging from after-school dance groups to composing a song for
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the 100th anniversary of her local park. "I am now becoming interested in music videos and I am looking for
collaborators."
The value of learning is no exaggeration, says Fiona Aldridge, Niace programme director and author of a
recent report into lifelong learning in care settings. "The benefits of ensuring that ongoing learning is a part
of a care package is hard to deny when one learns of some of the best practice in this area. It has significant
benefits in terms of improving people's mental health and reducing their reliance on medication."
http://www.theguardian.com/adult-learning/lifelong-learning-key-to-happiness
a. and feeling one has a purpose can be particularly challenging
b. from recovering piano-playing after strokes
c. that email can bring
d. I feel so connected to life
e. as a measure of success
f. bring genuine happiness
g. who has in recent years dedicated himself to a wide range of study
h. during the latter stages of life
After reading the text: has your opinion changed? Why? Why not?
Discuss with your partner.
LISTENING
3.1.3 E-learning (L)
It is becoming more and more important to continue your studies at the workplace. To understand why
listen to the presenter of a radio programme talking to Karie Willyerd of Sun Microsystems about why we
need to keep up to date with the changing world.
Change at Sun Microsystems
1 What kinds of companies adopt internet-based teaching and learning very early?
2 Where are Sun Microsystems and Oracle companies located?
3 What did the University of California's study show?
4 What takes 10 years?
5 What do we have to create?
http://www.bbc.co.uk/programmes/p003sl42
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Buildings 21 and 22 at Sun Microsystems' headquarters campus on the former site of the Agnews Developmental
Center.
http://en.wikipedia.org/wiki/File:Sun_Agnews_Campus_Bldgs_21_22.jpg
READING
3.1.4 Addressing Weaknesses (R)

Read the article below and then, on the basis of what you have read, finish the sentences in the most
appropriate way
Most employees have some weaknesses in their workplace skills. A training program allows you to
strengthen those skills that each employee needs to improve. A development program brings all employees
to a higher level so they all have similar skills and knowledge. This helps reduce any weak links within the
company who rely heavily on others to complete basic work tasks. Providing the necessary training creates
an overall knowledgeable staff with employees who can take over for one another as needed, work on
teams or work independently without constant help and supervision from others.
Improved Employee Performance
An employee who receives the necessary training is better able to perform her job. She becomes more
aware of safety practices and proper procedures for basic tasks. The training may also build the employee's
confidence because she has a stronger understanding of the industry and the responsibilities of her job.
This confidence may push her to perform even better and think of new ideas that help her excel.
Continuous training also keeps your employees on the cutting edge of industry developments. Employees
who are competent and on top of changing industry standards help your company hold a position as a
leader and strong competitor within the industry.
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Consistency
A structured training and development program ensures that employees have a consistent experience and
background knowledge. The consistency is particularly relevant for the company's basic policies and
procedures. All employees need to be aware of the expectations and procedures within the company. This
includes safety, discrimination and administrative tasks. Putting all employees through regular training in
these areas ensures that all staff members at least have exposure to the information.
Employee Satisfaction
Employees with access to training and development programs have the advantage over employees in other
companies who are left to seek out training opportunities on their own. The investment in training that a
company makes shows the employees they are valued. The training creates a supportive workplace.
Employees may gain access to training they wouldn't have otherwise known about or sought out
themselves. Employees who feel appreciated and challenged through training opportunities may feel more
satisfaction toward their jobs.
http://smallbusiness.chron.com/importance-training-development-workplace-10321.html
1. Addressing weaknesses
a. is useful for the staff members who are behind the others.
b. helps employees working on their own.
c. is necessary in businesses where the level of the employees is very different.
2. If you train your employees regularly
a. they will probably develop.
b. they will change the industry standards.
c. their performance at work may drop.
3. Consistent training influences employees in the following way:
a. They will know too much about the company.
b. They might be confused.
c. They will know what is happening at the company.
4. Employees who are trained
196
a. can look for training for themselves elsewhere.
b. are content and feel appreciated.
c. envy the other colleagues who are not.
LISTENING
3.1.5 What is e-learning? (L)
As young people become more and more computer literate, people are investigating the idea of learning
through computers, as well as or sometimes instead of traditional methods of study.
Listen to Josh Bersin talking about e-learning and fill in the chart and answer the questions.
E-learning is a word that started around ........... (1), and it was originally the concept of .................. (2)
the internet to physical training, so the . (3) concept was We're gonna do away with the classroom,
we're gonna do away with bricks and mortar universities and we're gonna put it all on the web, and in fact
Cisco and other .................. (4) of the internet really tried to make a lot of ............. (5) about this to try
to ................ (6) demand for the internet, and companies tried to do that and they tried to shut down
their classroom training universities tried to put all their professors on line and what they found was
that it didn't work.
The Internet is good for The Internet is not good for
7. .................. training 10. soft skills like .....................
8. ................. on a process 11+12 how to ..........., or how to .................
9. .............. training 13. some of the more people-..................... skills
14. What does the average employee do 70 times in a single day? Shift between their . and their
.
15. How many PC's are there in the world? ..
16. Who or what do we learn from?
What have become very important parts of corporate training?
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17. tools of .......................
18. the concepts of .........................
http://www.bbc.co.uk/programmes/p003sl42
SPEAKING
3.1.6 E-learning (S)
http://www.palco-me.com/main/E-Learning.jpg
Questions for discussion
2 Do you prefer to study using traditional methods (books and note-taking) or do you enjoy using
computers?
3 Do you think your school or university is well-equipped with the latest technology for students?
4 Do you think you will be able to work effectively without being computer literate?
5 What are computers not able to teach you?
6 Are you happy about the thought of having to relearn things later in your working life?
WRITING
3.1.7 How to write for and against type essays (1) (W)
1. State the issue, explaining its relevance / topicality, and if necessary explaining why it causes
disagreement/controversy.
One of the most widely-debated issues facing us today is .
In recent years the issue of has been widely discussed
2. Present different opinions

Many (people) have argued / argue that
There is a widespread belief that...
There is general agreement that .
198
Most people believe that ,
According to some experts
3. Present your own opinion

In my opinion
I tend to think that
From my perspective, the situation is
I have always believed that
I have come to the conclusion that .
I am sceptical about this. / I doubt that this is true.
4. Conclude
All things considered,
Considering all the arguments, on balance I would say
In conclusion, I would argue that
All in all I tend to agree with people who
3.2 MANAGEMENT
3.2.1 What do managers do? (V)
http://www.lematin.ma/supplement/emploi/2012/Management_Quel-DRH--pour-demain-/Management_Quel-DRH-pour-demain--
/174876.html
Match the pairs below:
set a. tasks to different employees

communicate b. new working practices to the organisation
improve c. the best person for each task
select d. problems when they occur
train e. the efficiency of the organisation
introduce f. with all members of staff
allocate g. newly recruited employees
deal with h. goals and targets for the staff
199
Discuss these questions with a partner:
1. Have you got the right skills to manage people?

2. Could you organise people to work effectively?
READING
3.2.2 Useful People to have in Teams (S)
Study the table below. Do you agree that people can be divided into different types of workers on the basis
of their personality and style of work? Which type would you be?
Type Typical features Strengths Weaknesses
Worker Reliable Works hard Is not very creative
Manager Confident Focuses on objectives Is not very intellectual
Creator Creative Is ambitious, innovative Can be impatient
Researcher Self disciplined Explores new ideas Has narrow interests
Evaluator Serious, controlled Has good judgement Cant inspire other people
Finds the best in different

Team Builder Sociable Finds it difficult to work alone
people
Finisher Hard-working Attends to detail and quality Often lacks social skills
SPEAKING
3.2.3 Selecting a team (S)
You work for the HR Department. Choose one of the projects below and, using the information on the
previous page, decide which three types of worker would make the best team. Remember to choose people
with the right skills and working styles and also people who could work with each other easily in a small
team of three people.
200
Task Type of team needed Important aspects of task People chosen
Setting up an Internet Financial services - tight deadline, reliable 1.

banking service development team system, high financial risk 2.
3.
Applying for an EU grant Planning and negotiating - must be well-prepared, 1.
team presentation important 2.
3.
Investigating fraud in a Investigative team - long-term job, attention 1.
multinational company to detail 2.
3.
Developing a new sales Sales team - lots of travelling, 1.
territory for a food product individual initiative 2.
important, social contacts 3.
important
WRITING
3.2.4 Writing an email (W)
Now write an e-mail to your manager in which you describe the three people who you think are most
suitable for the task. Use some of the expressions below in your email.
We need a person who is .

It is important / crucial / vital / necessary to have ..
It would be advisable / preferable to have
X's would be helpful / useful / indispensable .
This task requires .
In order to .. we need someone who can .
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3.2.5 Motivating staff financially (V)
A manager needs to motivate staff. One typical way of motivating staff is to pay them well. See if you can
complete these sentences with the words at the bottom of the page:
2 There was very little to work because the pay was very low and the work was quite
boring.
3 Salespeople can increase their earnings significantly because they earn a . every time they
make a sale.
4 Most people nowadays are paid a monthly . which is paid into their bank account
automatically.
5 A talented young footballer often has a very high .. even though his career may be quite
short.
6 Many companies prefer to give their employees .... like a free mobile phone, or meal
vouchers, because this is less expensive than paying them more.
7 In London public sector workers get a ., which is usually 8.5% of their regular pay, to
compensate them for the high costs of the capital.
8 Everyone has tax, national insurance and pension contribution . from their pay.
9 Women dont always receive the same of pay as men for the same job.
10 At the end of the year many workers can get a .. if their company has been successful
11 When company directors retire they are often given a which is usually a lot of
money.
deducted incentive commission golden handshake
rate salary earning potential
bonus cost-of-living allowance fringe benefit
LISTENING
3.2.6 How to manage your staff (L)
Many organisations try to make work enjoyable for their staff, but not all succeed. Listen to this extract
from a radio programme about how managers treat their staff and answer the questions.
1. How many people work for the Beaverbrooks chain of shops?
2. What percentage of them are satisfied with their manager and his/her approach to management?
3. The women at Beaverbrooks explain why they are happy to work there. Which of these ideas do they
mention?
202
2 You can talk to the managers, unlike at other stores
3 You can choose which department to work in
4 The company pays you very well
5 You dont need to worry about the future
6 The managers visit the staff frequently
7 The atmosphere makes you want to work there
8 You are free to contact the management
4. What is Karen happy about? (fill in the spaces)
a. She has been able to earn _________________ in bonuses
b. She has been able to take her family to __________________
c. She works with colleagues who have the utmost ______________________
d. Her _____________________ are recognised
Fill in the spaces
Beaverbrooks started to take notice of the opinions of its staff in ______________________ (5). Mark
Addlestone found that the staff were not receiving any ______________________________ (6) and they
were not __________________ (7), but above all they didnt feel __________________________________
(8). So he introduced a new package of _______________________ (9) benefits, and he visits each store
personally at least _______________________________ (10). Mark Addlestone believes that sometimes
people say they are fine, even when something _______________ (11), but he believes that people
________________ (12) the company and him personally.
http://www.bbc.co.uk/radio4/news/nicework/nicework_20041130.shtml
READING
3.2.7 Motivating staff (R)

http://activerain.com/image_store/uploads/8/4/0/3/7/ar131162792273048.jpg
Something that will make me stay, love and enjoy my work.

(Guest cheyser)
http://humanresources.about.com/u/ua/motivationrewardretention/work_motivation.htm
This quote comes from an internet chat site. Do you think it describes what motivation at work is?
203
PRE-READING TASK:
Work in pairs and answer the following questions:
2 What motivates a 5-year-old child?

3 What motivates you?
4 What do you think people motivates at work?
Now you are going to read a text about motivation at work. After reading it decide on which points you
agree with the writer.
What People Want From Work: Motivation
Motivation Is Different For Each of Your Employees

By Susan M. Heathfield, About.com Guide
Every person has different motivations for working. The reasons for working are as individual as the person.
But, we all work because we obtain something that we need from work. The something we obtain from
work impacts our morale and motivation and the quality of our lives. Here is the most recent thinking about
motivation, what people want from work.
Work IS About the Money
Some people work for love; others work for personal fulfillment. Others like to accomplish goals and feel as
if they are contributing to something larger than themselves, something important. Some people have
personal missions they accomplish through meaningful work. Others truly love what they do or the clients
they serve. Some like the camaraderie and interaction with customers and coworkers. Other people like to
fill their time with activity. Some workers like change, challenge, and diverse problems to solve. Motivation
is individual and diverse.
Whatever your personal reasons for working, the bottom line, however, is that almost everyone works for
money. Whatever you call it: compensation, salary, bonuses, benefits or remuneration, money pays the
bills. Money provides housing, gives children clothing and food, sends teens to college, and allows leisure
activities, and eventually, retirement. To underplay the importance of money and benefits as motivation
for people who work is a mistake.
Fair benefits and pay are the cornerstone of a successful company that recruits and retains committed
workers. If you provide a living wage for your employees, you can then work on additional motivation
issues. Without the fair, living wage, however, you risk losing your best people to a better-paying employer.
In fact, recent research from Watson Wyatt Worldwide in The Human Capital Edge: 21 People Management
Practices Your Company Must Implement (or Avoid) to Maximize Shareholder Value, (Compare Prices)
recommends, that to attract the best employees, you need to pay more than your average-paying
counterparts in the marketplace. Money provides basic motivation.
Got Money? What's Next for Motivation?
I've read the surveys and studies dating back to the early 1980s that demonstrate people want more from
work than money. An early study of thousands of workers and managers by the American Psychological
Association clearly demonstrated this. While managers predicted the most important motivational aspect
204
of work for people would be money, personal time and attention from the supervisor was cited by workers
as most rewarding and motivational for them at work.
In a recent Workforce article, "The Ten Ironies of Motivation", reward and recognition guru, Bob Nelson,
says, "More than anything else, employees want to be valued for a job well done by those they hold in high
esteem." He adds that people want to be treated as if they are adult human beings.
While what people want from work is situational, depending on the person, his needs and the rewards that
are meaningful to him, giving people what they want from work is really quite straightforward. People
want:
Control of their work inspires motivation: including such components as the ability to impact
decisions; setting clear and measurable goals; clear responsibility for a complete, or at least defined,
task; job enrichment; tasks performed in the work itself; and recognition for achievement.
To belong to the in-crowd creates motivation: including items such as receiving timely information
and communication; understanding management's formulas for decision making; team and meeting
participation opportunities; and visual documentation and posting of work progress and
accomplishments.
The opportunity for growth and development is motivational: and includes education and training;
career paths; team participation; succession planning; cross-training; and field trips to successful
workplaces.
Leadership is key in motivation. People want clear expectations that provide a picture of the
outcomes desired with goal setting and feedback and an appropriate structure or framework.
What You Can Do for Motivation and Positive Morale
You have much information about what people want from work. Key to creating a work environment that
fosters motivation are the wants and needs of the individual. I recommend that you ask your employees
what they want from work and whether they are getting it. With this information in hand, I predict you'll be
surprised at how many simple and inexpensive opportunities you have to create a motivational, desirable
work environment. Pay attention to what is important to the people you employ for high motivation and
positive morale. You'll achieve awesome business success.
http://humanresources.about.com/od/rewardrecognition/a/needs_work.htm
Now answer the questions below:
1. What is essential if you want to avoid losing your best people?
_____________________________________________
2. What do workers want from their employees?
_____________________________________________
3. Why is setting clear and measurable goals important?
_____________________________________________
4. What does belong to the in-crowd mean?
_____________________________________________
205
5. List three types of opportunities for development.
_____________________________________________
6. What does the author of this article recommend employers do?
___________________________________________
206
SPEAKING
3.2.8 Staff motivation dialogue (S)
http://www.amcostarica.com/yelling092809.jpg
Now see how well you can motivate your partner!
Student A
You work for x company/organisation. You have been unhappy at work and your manager is not happy with
your performance. You have been asked to go to an annual appraisal interview.
Points to discuss
1. Reasons for your unhappiness at work
2. Suggestions for improving performance
a. Increased salary (+10%?)
b. More flexible hours (afternoons off?)
c. More interesting tasks (job rotation?)
d. Chance for promotion?
Student B
You work for x company/organisation as a manager. Your have some staff who have been unhappy at work
and you are also dissatisfied with their performance. You have asked one of your staff to go to an annual
appraisal interview.
Points to discuss
1. Reasons for his /her unhappiness at work
2. Suggestions for improving performance
a. Increased salary (+2%?)
207
b. More flexible hours (weekend work?)
c. More training courses (languages? software?)
d. Move to another department?
208
3.3 WORKING CULTURE, RULES AND REGULATIONS
3.3.1 Working Conditions (V)
If the working conditions are good this usually leads to better work and happier staff. But its often very
difficult to get the right combination of conditions. See if you can complete these sentences with the words
at the bottom of the page:
Hungary still has quite generous . leave to help women look after their children.
Most workers are entitled to about 28 days .. per year.
Many workers are not fully aware of their rights at work because they havent read their
of employment.
If you feel ill and have a doctors note you can get .., although it is usually only paid for a
few months.
In the old days working hours were usually fixed, but nowadays many people take advantage of
their companys system so they can decide when they want to start work.
When an organisation is badly managed . can be very low and it can be difficult to
motivate staff.
When workers are not happy and pay is low .. can be very high and so an organisation
always has to look for new staff.
A good relationship with your .. is often vital if you want to be happy at work.
Since the beginning of the financial crisis many workers no longer feel they have job
because they know organisations are trying to reduce costs and cut staff.
When you join an organisation you will probably meet someone from the (or HR)
department who will deal with your conditions of employment.
holiday flexitime colleagues security turnover
contract morale sick pay personnel maternity
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READING
3.3.2 Key Functions of an HR Department (R)
Read this article about the various tasks carried out by the Human Resources (HR, or Personnel) Department
at a company. When you have finished reading, for gaps 1-6 choose the most appropriate answer, then for
gaps 7-15 select the word which would not complete the sentence in a correct way.
Key Functions of an HR Department
by Lisa Mooney, Demand Media
http://smallbusiness.chron.com/DM-Resize/photos.demandstudios.com/getty/article/178/210/92861568_XS.jpg?w=410&h=410&keep_ratio=1
One of the key functions of the human resources department is 1. . recruitment.

The human resources department handles many necessary functions of your business. It is instrumental in
providing labor law 2. ., record keeping, hiring and training, compensation, relational assistance
and help with handling specific performance issues. These functions are critical because without those
functions being completed, your company would not be able to meet the essential needs of management
and staff.
Ensure 3. .................................. with Labor Laws
One of the chief duties of the human resources office of your company is to ensure the business operates
in 4. .. with all labor laws. The department has to know and comply with that states particular
set of rules employment regulations. This includes such 5. as the number of breaks given per
number of hours worked and the number of hours and the age in which an individual can become
employed.
Recruitment and Training
Recruiting and training new employees are primary 6. . of the human resources team. This
part of the job often entails advertising open positions, interviewing and hiring candidates and setting aside
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hours devoted to training the new recruits. The human resources department often publishes training
materials including handbooks 7. all aspects of the job.
Record Keeping
The HR office is in charge of record keeping for the business. According to the IRS, your company should
keep records 8. .. income, expenses, purchases and a summary of business transactions. The
human resources department should also, of course, maintain employees records 9. their
individual tax forms. The companys business license, inventory statistics, insurance records and all other
pertinent business information should also be on file.
Payroll and Benefits
The dispensation of payroll comes under the responsibilities of the human resource office. While payroll
often exists as a separate division in large companies, in small businesses, it is generally handled by a small
human resources staff. Health care benefits are also 10. . by the human resource department.
Employee Relations
Another key function of the HR department is the managing of employee relations. When there is a 11.
.. or misunderstanding between employees or between employees and a manager, it is the human
resource officers who mediate the situation. Employees are 12. ..to bring relational problems to
the attention of the human resources staff for resolution.
Employee Performance Improvement Plans
The human resources department is often instrumental in 13 ... performance improvement plans
commonly called PIPs. In general, these are written 14. .. designed to help struggling employees
improve their work to raise it to a certain expectation level of the company. According to a University of
Texas at Dallas publication, the PIP includes a description of the behavior or performance that needs
attention, 15. .. to be met within a certain time period, a plan for accomplishing the
improvement along with support resources and detailed consequences if the improvement does not occur.
http://smallbusiness.chron.com/key-functions-hr-department-31206.htmlhttp://smallbusiness.chron.com/key-
functions-hr-department-31206.html
Select the correct answer c. creation

1. 4.
a. employer 3. a. provision
b. employee a. provision b. accordance
c. employe b. compliance c. creation
c. creation
2. 5.
a. provision a. issues
b. compliance b. problems
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c. morals a. engaged
b. expected
6. c. encouraged
a. responsibilities
b. regulations 13.
c. rules a. diluting
b. setting up
c. creating
Now select the incorrect 14.

answer.
a. proposals
b. recommendations
7.
c. procedures
a. deleting
b. describing
15.
c. detailing
a. objectives
b. goals
8.
c. objections
a. concerning
b. regarding
c. excluding
9.
a. including
b. involving
c. insuring
10.
a. managed
b. handled
c. made
11.
a. dispute
b. disagreement
c. defraud
12.
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SPEAKING
3.3.3 Saying things delicately (S)
We often dont feel we should say exactly what we think, because it might upset someone, or create tension in
a relationship, so we find something more diplomatic. Match up these pairs of direct and diplomatic sentences:
WHAT YOU THINK

1. We are unhappy with this new machine.
2. We are dissatisfied.
3. We can't accept it.
4. You said there would be a lunch provided.
5. I want a written guarantee.
6. We won't agree to this.
7. That's wrong.
8. We must finish the work today.
9. You obviously don't understand.
WHAT YOU SAY

a. Unfortunately, we would be unable to accept that.
b. With respect, that's not quite correct.
c. We would find this somewhat difficult to agree to.
d. We were rather hoping to finish the work today.
e. I'm sorry but we're not very happy with this machine.
f. I'm afraid you don't seem to understand.
g. We understood there would be a lunch provided.
h. I would need some sort of written guarantee.
i. We're not completely satisfied.
Now change the following direct remarks into ones which are more diplomatic. The words in brackets will help
you.
1. You said the office was ready. (understood)
2. We're unhappy about it. (sorry but / not very)
3. That's a bad idea. (might / not very)
4. It will be very inconvenient. (afraid / might / not very)
5. We can't accept your application. (unfortunately / unable)
6. We want a bigger pay rise. (hoping / slightly)
7. These shoes are very expensive. (seem / rather)
8. There will be a delay. (afraid / might / slight)
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3.4 PERSONAL DEVELOPMENT
READING
3.4.1 Personal development an introduction (R)
http://www.calltocareer.com/wp-content/uploads/2012/08/job-promotion.jpg
First read this short introduction to the subject of promotion.
Moving Up the Ladder
Some career experts say that the day you start a new job you should begin planning for your next job. And you
know what? You should! Just make sure that you stay focused enough on the job you were hired for that you
succeed and excel in that position before looking for the next one.
Promotions are not a given. It used to be that workers progressed along specific career paths during their
careers, but the impact of technology, globalization, and flatter organizational structures, has changed that
paradigm. Today, employees have to create and manage their own career paths through one or multiple
organizations. And remember that a promotion is not always an upward path. Sometimes especially in
todays business environment you may need to make a lateral move to position yourself for a later upward
move.
Now read the rest of the article and match the paragraphs (A-H) with the headings (1-5) sometimes you will
need to put two paragraphs under one heading.
Moving on Up: How to Ask for a Promotion, by Megan Halpern
INTRODUCTION
Paragraph letter
1. Do Your Homework
Paragraph letter
Paragraph letter
2. Plan the Timing
Paragraph letter
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Paragraph letter
3. Ask for the Meeting
Paragraph letter
4. Know Your Numbers
Paragraph letter
Paragraph letter
5. Follow Up
Paragraph letter
(A)
The most important part of asking for a promotion is preparing ahead of time. When you make the ask, youll
need to prove (with specifics) that youre ready for the next step. First, youll want to emphasize to your
manager what youve brought to the table so farits a good measure of both your contributions and your
future potential. Make a list of all of your accomplishments to use as your talking points. Have you taken on a
side project that grew into a new revenue stream? Doubled your sales goals in less than six months? Doing a
great job in your position isnt enough to make your caseyoull need to show that youve gone above and
beyond
(B)
If you decide to ask for a promotion when its not annual review time, plan ahead before you approach your
manager. Send an email requesting a meeting, and make it clear that youd like to discuss your performance
and potential. You dont want to show up to a meeting and catch your manager off guardby giving her
advance notice, shell have time to reflect on your performance and what the company will be able to offer
you, position- and raise-wise.
(C)
Theres no perfect time to ask for a promotion, but some times are definitely better than others. The most
straightforward time to ask is your annual (or semi-annual) reviewits a built-in opportunity for both you
and your manager to discuss how youve been doing and where your career is headed. (Just be sure that
youre not asking for a promotion solely because youre up for reviewyou still need to demonstrate that you
deserve the bump.) Also consider your position in the company and whats going on within your department
or team. Are people around you leaving or moving up the ranks? Is your department merging with another, or
repositioning itself within the company? When theres a lot of overall change going on, it presents a great
opportunity to step up and ask your boss where she sees you fitting in as the organization moves forward.
(D)
If you get the promotion, great! Go out and celebrateyou deserve it! But if not, know that its not the end of
the world, and more importantly, dont just close the conversation just yet. Make sure you leave the meeting
with an idea of what will happen down the road. If now is not a good time for the department to be offering
promotions, ask your boss when you can revisit the conversation. If he or she said no based on your current
qualifications, get feedback on steps you can take to gain experience and be considered for a promotion in the
future. Above all, know that if youre in the right position, your manager will be glad that youre looking to
215
advance. Nobody ever gets fired for asking for a promotion (trust me!). But if you dont ask, youre only
hurting yourself.
(E)
Next, identify the specific position you want, and why youre ready to take it on. If youre asking to become
assistant manager, know what that entails and then demonstrate that youll be able to fulfill the position.
Want to be a team leader? Give examples of how youve successfully managed smaller projects or groups of
people, like coordinating your departments internship program. Find concrete examples that prove that
youre the right person for the job.
(F)
Asking for a promotion ranks high on the list of lifes most anxiety-inducing activities. Putting yourself out
there to higher-ups can be intimidating, and competition can be fierce, especially in the current economic
climate. And, of course, what if they say no? Butits also one of the most important things you can do for
your career. If you want to move forward in your company or field, promotions are part of the game, and they
wont just be handed to youyou have to work (and ask!) for them. Ready to take that next step? Heres what
to know before the big conversation.
(G)
One of the biggest career mistakes women make is not negotiating their salary. According to a 2008 Carnegie
Mellon study, men are four times more likely to negotiate a first salary than women, and 2.5 times more
women than men said they feel a great deal of apprehension about negotiation. Thats not a good thing!
(H)
Finally, dont be scared off by the dismal economy. Even in these tough times, smart employers understand
that their employees are one of their most valuable assets, and theyll want to retain (and reward) the best of
them. You might get a smaller salary bump than people did in years past, but a promotion isnt just about the
money: Its also about increased responsibilities, and hopefully youll be fiscally rewarded when the economy
starts to turn around, even if you arent now.
(I)
You shouldnt discuss numbers until youve actually been offered a promotion, but you should be prepared to
have the conversation if it arises. So, do your research and know what youre worth, both within the company
and outside of it. Check out PayScale and Salary.com, and see if you can find out the norms for your industry
and company, too. Then, when negotiation talks begin, dont sell yourself shortit doesnt hurt to ask for too
much. Thats the nature of the negotiating game: they can always offer you less than what you ask for, but
theyll never offer you more.
http://www.thedailymuse.com/career/moving-on-up-how-to-ask-for-a-promotion/ September 27, 2011
SPEAKING
3.4.2 Changing jobs 1 (S)
Do you think its a good idea to change jobs later in life? Discuss with your partner(s). Go through the list of
reasons and decide which ones would make you change your career, and which would make you stay in your
old one. Write the numbers in the table below.
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Arguments for and against a change of career in your 30s or 40s
a) it gives youre a fresh start

b) it allows you to broaden your skills
c) it means your previous experience will no longer be useful
d) it usually means a cut in salary
e) it makes you a better balanced individual
f) it means working with people younger than you
g) you need to retrain
h) you may never be able to reach the top in your new career
i) your previous job gives you the confidence to do well in a new career
j) you get a wider perspective on life
k) you may lose contact with your old colleagues
l) you are better protected against economic problems
m) you have a better choice of jobs
n) you may have to move to another city
o) it may interfere with your family life
p) . ?
FOR AGAINST COULD BE EITHER
UNIT 4. NEW TECHNOLOGY, OFFICE SKILLS AND THE

CUSTOMER
Aims of This Unit
In this unit you will increase your proficiency in English with a focus on business skills. You will learn:
the language of new Information Technology in relation to office skills
217
presentation skills, and
meeting skills.
The language, vocabulary and skills will increase your capacity to reach the international market.
4.1 INFORMATION TECHNOLOGY AT WORK
READING
4.1.1 Four Basic Tech Skills Every Job Seeker Should Have (R)
By Jessica Cruz
Posted on July 30, 2013
Tech Skills
Its important to brush up and keep up on basic technology and computer skills. This knowledge will save time,
files and maybe even your chances of getting a job. Computers, tablets, smartphones and electronics integrate
into your daily work and personal life.
Here are four basic technology skills you should master, whether youre looking for a new job or just want to
be more effective at your current one!
1. Email
You could call email the contact hub for the workplace as its a main way of contacting clients, connecting with
customers and communicating with co-workers. Its important to know the basic features of composing,
formatting, sending and organizing your email. If all else fails, thank goodness for search bars!
2. Microsoft Office Suite
Microsoft Office skills arent always a must for jobs, but Word, PowerPoint and Excel can benefit you in the
office. Youve probably already used these for school projects, presentations or calculations. Other programs
and apps on Mac, Gmail (and other operating systems) reflect Microsoft Office functions, so youll have no
problem using them if you master the software. This is always a bonus for employers and saves them a lot of
training time.
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3. Keyboard shortcuts
Typing should be second nature. Keyboard shortcuts save a lot of time, if you know how to use them.
Shortcuts exist for copying, pasting, quitting, printing, switching windows, you name it. Here are a few basic
ones to get you started:
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Microsoft PC: Apple:
Copy: CTRL + C Copy: Command + C
Paste: CTRL + V Paste: Command + V
Cut: CTRL + X Cut: Command + X
Undo: CTRL + Z Undo: Command + Z
Redo: CTRL + Y Redo: Command + Shift + Z
Print Screen: Print Screen, CTRL + C Quit: Command + Q
Menu: Windows icon Print Screen: Command + Shift + 4
Formatting: Formatting:
Bold: CTRL + B Bold: Command + B
Italic: CTRL + I Italic: Command + I
Underline: CTRL + Z Underline: Command + U
4. Storage tools
USBs (Flash drives or Thumb drives) and Cloud storage
Not all companies use USBs, in fact, some companies ban them. If you keep losing USBs like myself, take
advantage of cloud storage apps like Gmail, Dropbox, and SkyDrive.
Backing up your work
External hard drives will save your whole system. Memory expands to terabytes, more memory than youll
likely ever need. Start with your home computer. Backing up your system may take extra time, but saves you a
few tears in the long run!
Extras:
Social media
Getting into the groove of social media can take a while. At this point, all companies use Facebook or Twitter.
Even if you dont use social media in your job, knowing how to use it can open up opportunities in marketing,
PR and many other industries. If youre adept at social media, those skills could come in handy managing the
social media profiles of your current or future employer.
Basic HTML and linking
Most companies have a website. They wont expect you to code a whole website, but basic HTML functions
and formatting always help when posting content. Having these skills has come in handy for me at a few
summer jobs.
Final Tips
Network: Use your devices and social media to your advantage. It can help with your job search, networking
and maintaining contacts.
Never stop learning: Brush up on your tech skills and knowledge. Technology updates faster than you can
blink!
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Ask for help: If you dont know, ask! Google is your best friend. Most likely youll find tutorials, forums and
videos that will answer your questions.
- See more at: http://talentegg.ca/incubator/2013/07/30/basic-tech-skills-new-grads-should-

know/#sthash.e99fMQgh.dpuf
http://talentegg.ca/incubator/2013/07/30/basic-tech-skills-new-grads-should-know/
Exercise:
Please summarize in a sentence or two the importance of the four main tech skills you need in the workplace:
Email:
1.
2.
3.
4.
Microsoft Office Suit:

1.
2.
3.
4.
Keyboard Shortcuts:
1.
2.
3.
4.
Storage tools:
1.
2.
3.
4.
5.
6.

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READING
4.1.2 Todays Most Desired Information Technology Skills (R)
By Tammy Wolf
TMCnet Web Editor
April 15, 2011
In todays economy, many companies seeking information technology professionals have raised the bar for
what they expect out of their IT department. As information technology has ventured far away from the
conventional personal computer and single programmer and entered the realm of technology integration,
those in the IT field have been forced to follow suit with these expectations.
Employers are now in search of business prospects specializing in both information and communications
technologies professionals who not only possess technical expertise, but can also offer basic business skills
including management, graphic design and communications. As the health of the economy improves,
businesses are investing in an onslaught of applications, technical projects and infrastructures that necessitate
highly skilled and qualified IT programmers and project managers.
Unfortunately, IT professionals are not only up against a competitive market, but are also faced with an
increasing number of companies cutting down on IT staff and introducing new technologies that will automate
operations and decrease costs, according to Computerworld.com. Therefore, it is best for IT professionals out
on the job market to possess skills in the following:
1. Technical Support: The ability to migrate a company to the most up-to-date software and maintain a
thorough understanding of how it works for any troubleshooting that may arise.
2. Application Development and Programming: In an ever-changing environment, it is necessary for IT

professionals to possess applications expertise for the introduction of new products and innovations.
3. Security and Risk Management: Regulatory compliance needs and an increasing demand for tools with
implemented security features are driving demand for valuable security skills. It is expected IT staff should be
experts in encryption, data loss prevention, compliance and auditing, Web content filtering, e-discovery
support, and threat and vulnerability evaluation.
4. Network Administration: With an increased usage in video and VoIP, companies will require network, voice
and radio experts to manage upgrades and oversee compliance with federal mandates. IT professionals should
be familiar with server, storage and networking in order to efficiently solve issues.
5. Project Management: This comes into play for the oversight of Web and mobile initiatives and rollouts of
newer products. Therefore, IT professionals must stay up to date on emerging technologies and applications
so the company they work for can benefit, as well. According to a poll by Monster.com, more than half of
those planning to make new hires this year will seek out candidates with project management skills.
6. Business Intelligence: Technology experts should be able to take knowledge of computer-based

technologies and apply them to the identification, extraction and analysis of business data for contribution to
a companys profitability.
7. Unified Communications: With several areas of the enterprise integrating with unified communications
solutions, its important for IT staff to understand these technologies as a value to the company and
recommend new ways of doing business that provide a competitive advantage to the company. IT
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professionals should be familiar with todays integrations with e-mail, instant messaging and conferencing
capabilities.
8. Mobile Devices/Applications: IT professionals should have basic knowledge of the tools used to migrate
applications, data and configuration settings to mobile devices and smartphones. With much of Internet
searching and daily communications moving to smartphones, and companies requiring employees to use a
separate phone for business purposes, this opens up a whole new arena for opportunities in the IT market.
9. Data Center: Storage experience, as well as data center expertise, is in high demand in todays IT world,
according to Computerworld.com. Individuals should have analytical skills for choosing the most cost-friendly
and appropriate storage-area network for the company.
10. Social Media: This isnt completely necessary, but it may appeal largely to organizations looking to
effectively get their message and news out to the world, as well as connect with other partners and
companies in the industry.
Tammy Wolf is a TMCnet copy editor. She also writes articles for TMCnet on a wide range of topics, including
IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Janice McDuffee
http://it.tmcnet.com/topics/it/articles/164701-todays-most-desired-information-technology-skills.htm
Exercise:
Match the description below with each of these 10 IT skills:
1. Technical Support ____

2. Application Development and Programming ____
3. Security and Risk Management ____
4. Network Administration ____
5. Project Management: ____

6. Business Intelligence ____
7. Unified Communications ____
8. Mobile Devices/Applications ____
9. Data Center ____
10. Social Media ____
a) Experts in encryption, data loss prevention, compliance and auditing, Web content filtering, e-
discovery support, and threat and vulnerability evaluation.
b) Have basic knowledge of the tools used to migrate applications, data and configuration settings to
mobile devices and smartphones
c) Possess applications expertise for the introduction of new products and innovations.
d) This skill may appeal largely to organizations looking to effectively get their message and news out to
the world, as well as connect with other partners and companies in the industry.
e) Familiar with server, storage and networking in order to efficiently solve issues.
f) Needed to migrate a company to the most up-to-date software
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g) Takes knowledge of computer-based technologies and applies them to the identification, extraction
and analysis of business data for contribution to a companys profitability.
h) Should be familiar with todays integrations with e-mail, instant messaging and conferencing
capabilities.
i) Has analytical skills for choosing the most cost-friendly and appropriate storage-area network for the
company
j) This comes into play for the oversight of Web and mobile initiatives and rollouts of newer products
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LISTENING
4.1.3 Workplace of the future - What is IT (L)
Watch the following You Tube video (4 minutes) and then answer the questions.
http://www.youtube.com/watch?v=vNsXOQU1ORY
After listening to the presentation, please answer the following true and false questions.
1. The workplace of the future is changing and technology is now the backbone of business. T F
2. Although the future knowledge worker can work anywhere, they still need their own space to put
stuff. T F
3. Having common networking space for the employees means that the employees will be more
distracted. T F
4. If an organization shows it is committed to people by having the right collaborative environment, the
clients may feel left out. T F
5. We are headed towards more electronic documentation and less paper in the future. T F
6. Not having an office will make employees feel like they have more space. T F
7. Companies may find it harder to hire new people if they dont have personal offices. T F
8. Seriously studying office space and re-appropriating it is a way for an organization to gain a
competitive advantage. T F
4.2 CUSTOMER SERVICE
READING
4.2.1 Ten Ways to Create a Customer-Centric Culture (R)
From the list of headings below choose the most suitable heading for each paragraph.
List of Headings
1 Communicate the culture.

2 Everyone must participate in the training
3 Recognize others when they do it well
4 Train to the culture
5 Defend the culture when necessary
6 Define the customer service culture
7 Empower everyone to be a customer service leader
8 Celebrate success
9 Hire to the culture
10 Model the behavior
Ten Ways to Create a Customer-Centric Culture
How do you create a customer-centric culture? Start on the inside, with employees.
225
A. This is where customer-centricity begins. Start with the end in mind. What does the perfect customer
service experience look like for your customer? From there, determine what will deliver that experience.
B. Do your employees really understand or know what your culture/vision is all about? Make sure it is simple
enough for all employees to understand even memorize.
C. You have to have the right people in place; people who have both the skills and the attitude to take care of
the customer. But there is more. You also need employees who have the personality that is in sync with the
culture. Thats different than attitude. Dont confuse the two of them.
D. You may have hired great employees, but regardless of their amazing backgrounds, if you dont train them
to your companys culture, you cant expect that they will be great for your company. Start training right
away, focusing on the soft skills; your customer service expectations and your core values.
E. Everyone, and that includes the leadership of an organization, must participate in the training. Think of the
negative message that might be perceived if leadership is noticeably absent from customer service training,
especially if it is being touted as something extremely important to the company.
F. Everyone must step up and be a role model for others to emulate, especially leadership. Treat each other
with the same respect and dignity as you would the customer maybe even more so.
G. Once you define your customer service standards, dont encumber your employees with rules that get in
the way. Instead, give them the power to do what it takes to meet and exceed those standards.
H. Let people know theyre doing a great job. The recognition may be the motivation they need to continue, or
even better, to take it to the next level.
I. It is everyones job to defend the companys culture. If someone is not acting in sync with the customer
service standards, you have a teaching opportunity. Grab it and use it to help the employee grow to be more
successful in the future.
J. When it is all working, let your people know. Employees love to be appreciated and respected. Celebrate
when they are doing a great job. That doesnt mean a party every week. It may be recognition at a weekly
meeting or a mention in the company newsletter. Or, maybe it is something big, like an annual awards dinner.
http://www.hyken.com/customer-experience-2/ten-ways-create-customer-centric-culture/
READING
4.2.2 McDonald's Acknowledges Service Has Suffered
Burger Giant Says It Erred by Adding Too Many Menu Items Too Quickly
McDonald's Corp. came out with its strongest acknowledgment yet that its customer service in the U.S. has
suffered recently, and that it blundered by introducing too many new menu items too quickly.
Jeff Stratton, president of McDonald's USA, said the chain introduced several new products and limited-time
offers this year to give customers more variety.
"The pace of product introduction in my opinion: too fast," he said Thursday afternoon at an investor meeting
at the company's Oak Brook, Ill., headquarters.
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Between March and July alone, McDonald's added Premium McWraps, Egg White Delight McMuffins,
blueberry pomegranate smoothies and new Quarter Pounders to its menu. The fast pace of the new-product
introductions "created challenges for the restaurants," making their operations more complex in ways that
slowed service, Mr. Stratton said.
"In retrospect I would have taken more time on that," he added.
"We need to be smarter about how we roll new products out," Kevin Newell, the chain's chief brand and
strategy executive for the U.S., told investors.
To rectify the situation, the company is planning to spend less on remodeling next year by updating just 300
restaurants in the U.S., compared with 465 this year through the third quarter.
It will instead invest in new preparation tables for all of its U.S. outlets that can accommodate more
ingredients and speed the assembly process. The new tables also will help address demand for customized
orders.
QSR Magazine, a trade publication that conducts an annual drive-through performance study of fast-food
restaurants, said last month that McDonald's clocked its slowest average speed of service in the study's 15-
year history, at 189.49 seconds.
Mr. Stratton said McDonald's plans to beef up training for crew members. Early next year the chain also is
rolling out a new customer feedback system to all 14,000 U.S. restaurants. It said the system will get customer
complaints directly to its restaurants so problems can be fixed quickly.
McDonald's has been concerned about customer-service problems for months. During a March webcast that
McDonald's executives held with franchise owners, the company said customer complaints were increasing.
One slide of the webcast presentation, which was reviewed by The Wall Street Journal, said, "Service is
broken."
Last month McDonald's beat third-quarter earnings estimates by a penny a share, but reported disappointing
same-store sales growth across the globe. It also said restaurant margins in the fourth quarter are expected to
post a decline similar to that in the first quarter, when McDonald's posted its largest quarterly margin decline
in more than 10 years.
McDonald's reported a quarterly profit of $1.52 billion, up from $1.46 billion a year earlier, while global sales
at stores open more than a year increased 0.9%, below expectations of 1.3% growth.
Lunch has been a particular trouble spot for McDonald's. Long lines have caused customers to leave. Mr.
Stratton said the chain is improving kitchens operations to increase the number of customers it can serve at
lunchtime.
Part of the pullback on restaurant remodeling is a response to franchisees, whose cash flow has decreased as a
result of slower sales. "We're trying to be respectful of the investment we're asking franchisees to make," Mr.
Stratton said.
http://online.wsj.com/news/articles/SB10001424052702303789604579198432499699844
Comprehension Exercise:
1 McDonalds customer service has suffered recently because it introduced new products too
quickly.
TRUE FALSE
227
1. Jeff Stratton, president of McDonald's USA regret not spending more time on product
introductions.
TRUE FALSE
2. According to Kevin Newell, if they launch new products they need more staff to serve customers.
TRUE FALSE
3. Next year McDonalds will update more restaurants in Europe.
TRUE FALSE
4. According to a study McDonalds speed of service has increased recently.
TRUE FALSE
5. There will be changes in the customer feedback system.
TRUE FALSE
6. The number of customer-service complaints dropped in March.
TRUE FALSE
7. The profit margin of McDonalds is expected to grow in the fourth quarter.
TRUE FALSE
8. The global sales of McDonalds increased at a higher rate than it had been expected.
TRUE FALSE
9. At lunchtime there are long queues in McDonalds, therefore many customers stop having lunch
there.
TRUE FALSE
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WRITING
4.2.3 Writing a Letter of Complaint 2 (W)
Write a letter of complaint of 150-170 words to British Rail saying you are very unsatisfied with the current
train service between Luton and London and mention the problems, effects and changes below.
Problems: trains arrive late and are overcrowded

Effects: people arriving late for work, uncomfortable, unhappy
Changes: more regular trains, more carriages to increase space
SPEAKING
4.2.4 Role play - Customer Care (S)
Customer care is knowing your customers, knowing what they want, reacting to their changing needs, and
keeping close to them. lt is important for all members of the company to think about who their customers are
and how they can improve their service to them.
ROLE A
Your partner is a colleague who has been asked to improve customer care throughout the company. His/her
task is to find out how customer-conscious staff members think the company is at the moment. Your partner
is going to ask your questions to find out how you think customers rate your companys current performance.
Answer the questions with reference to your own company.
ROLE B
You are part of a group set up by top management to improve customer care throughout the company. Your
first job is to find out how customer-conscious your colleagues think the company is at the moment.
YOU:
Explain the rating system below to your partner, then ask the questions in the customer attitude survey below
to find out how he/she thinks customers rate his/her company's current performance.
Ratings: Excellent (5)

Good (4 )
Satisfactory (3 )
Disappointing (2 )
Unacceptable ( 1 )
The survey is the following: How do you think your customers rate your company in terms of:
1. Product quality
2. After sales service
3. Efficiency
4. Friendliness
5. Understanding of customers needs
6. Personalized service
7. Flexibility
8. Loyalty to customers
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4.3 MEETINGS
READING
http://technmarketing.com/software/the-basic-etiquette-needed-to-create-and-cancel-meetings-in-the-digital-era/
4.3.1 12 Tips on Conducting Effective Meetings 1 (R)
In this reading exercise match the paragraphs with the headings:
12 Tips On Conducting Effective Meetings
A. Maintain control
B. Recap
C. Allow only a minute for the minutes
D. Stay on track
E. Create working groups
F. Determine if the meeting is necessary
G. Allow people to opt out
H. Watch the time

I. Make your presentation interesting
J. Take a break
K. Engage the participants

L. Set your objectives
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Regardless of what industry you're working in, meetings are an inescapable and crucial part of any
business' success.
If you're a manager, team leader or project coordinator, you will need to conduct meetings from
time to time to share information, develop ideas, deliver good or bad news, or set performance and
quality standards.
Make your meetings meaningful and you will increase productivity, performance and morale. Here
are 12 tips for conducting effective meetings:
1- _______________________
The fact that you've always had a Monday morning meeting does not mean it is essential. Could your
Weekly Operations Review actually be held every other week? Rethink the need for a meeting. A
meeting for its own sake will accomplish nothing except make the participants wish they had come
up with a creative excuse to miss it.
2- ______________________
Prepare an agenda and set objectives for the meeting. Share this information with the other
attendees well in advance and invite them to add agenda items in the days or weeks before the
meeting. If it's not possible to disclose the agenda in advance, at least review it at the start of your
meeting. Provide an approximate time frame for each point on the agenda.
For example:
2:30 - 2:45 Highlights of conference in Stockholm
2:45 - 3:00 Plans for exhibit in San Francisco
This extra step will help ensure that you stay on track with the agenda.
3- ______________________
If there are minutes from the last meeting, distribute them in advance. Ask for their approval, if
necessary, and cut off any further discussions there. If there is business arising from the minutes,
however, it should be an agenda item. Too many meetings get derailed when the previous meeting's
decisions are recapped for those who did not attend and the discussion is reopened. Remember that
these items have already been dealt with.
Don't veer off track and take no prisoners...
4- _______________________
Start on time, and do not repeat everything for latecomers unless it is absolutely essential. Use a
"Parking Lot" flip chart or white board to write valid issues that arise to be discussed later, so as to
avoid disrupting the planned order of business.
And speaking of order, consider having an agreed upon standard meeting protocol. This could
include general rules like "Don't Interrupt, Stay on the Topic," "Be Respectful and Polite" and "Be
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Brief." Just remind the other attendees that you're not trying to stifle discussion; you're creating an
atmosphere where people will be heard so your time will be productive and mutually beneficial.
5- _______________________
No one should feel imprisoned in a meeting. If someone is there under duress, he will not be
productive and could knowingly or unintentionally sabotage the outcome of the meeting. After
planning your objectives, determine who should attend. If you only need Charlie from accounting for
one item on the agenda, offer him the option of arriving late and leaving early.
6- ____________________
Appoint a timekeeper if you will be discussing contentious issues that historically have caused
lengthy debates. If a couple of participants engage in a discussion that could be better resolved
outside the confines of the meeting, suggest that they take it off-line, discuss it later and report the
results by e-mail or at the next meeting. Your timekeeper will signal if you're falling behind on your
agenda and will ensure that you wrap up at the appointed time or better yet, earlier.
7- ____________________
If a heated argument breaks out, stand up and recap both sides, allowing each factions to feel heard
and understood. Ask for compromise solutions so everyone will save face. As the meeting leader,
remember that someone needs veto power to cut through debates and bring back order, and that
responsibility falls squarely on your shoulders.
8- ________________________
If you're making a presentation, make it interesting. If you are simply going to lecture the attendees,
send them a memo. Do not read every slide of a PowerPoint presentation. Make eye contact. Recap
the salient points. Use anecdotes and draw parallels with current procedures. Show how any changes
will impact people and productivity. Ask for reactions and impressions to put toward the planning of
the next meeting.
Divvy up and delegate...
9- _____________________
Far more work can be accomplished in collections of smaller groups than by a single massive one.
Encourage people to choose projects or research items that are of particular interest to them, work
on them individually or in small groups and report back on their progress in a week or two. Ask for
specific measurable results from each group. Tasks might include developing five new techniques to
lower production costs, revising three chapters of the service manual or benchmarking four
competitors' refund and exchange policies.
Assigning such research to be done independently eliminates endless posturing, shortens the group
meetings and increases the ultimate results.
10- ____________________
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Take the "me" out of meeting. If you want to encourage active participation, give participants an
opportunity to share their ideas and opinions, within the available time constraints.
Brainstorming will not likely be productive in a rush meeting, so only do this if is necessary. When
there are a number of issues to discuss and the assembled group is large, consider having breakout
sessions. Divide the participants into groups of three to six people, assign a task, set a time limit of
15-20 minutes, and have them report back. If you're discussing employee theft, one group could
brainstorm about abuse of long distance calling, non-business photocopying and personal use of
company Internet and e-mail. Another group could discuss the disappearance of office supplies and
yet another could address outright embezzlement.
Having listed concerns, causes and possible solutions, each group can present their findings for
further discussion and strategic planning. You'll find the entire exercise goes faster and your meeting
is much more productive.
11- ____________________
If a meeting is going to run long, take a five-minute breather halfway through. This will dissuade
people from becoming antsy and eager to leave. Arranging for a catered lunch or bringing donuts or
muffins will make for a good energy boost and pace changer.
12- ____________________
At the close of any meeting, ensure that you briefly repeat the major decisions reached and the next
steps planned. Confirm the date and time of the next meeting, if one is necessary. Follow up with a
brief written recap and a printed copy of the action plan, notice of the next meeting and a request
for additional agenda items.
Lead a meeting you'd attend
Remember the times you've been stuck in boring meetings and pretended your cellular phone
vibrated so you'd have an excuse to sneak out? When you're leading a meeting, follow these tips and
you'll have the interest and respect of all the attendees.
Organize a well-planned session where the participants feel that the subject is worthwhile, their
input is valued and their needs are met and you'll not only conduct a successful meeting, you'll boost
your corporate morale and image
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READING
Find the words from the text for the following definitions or synonyms:
1. a group or individual creativity technique to gathering a list of ideas spontaneously:

_____________
2. person that measures the passage of time __________________
3. a short break ____________________
4. points to be discussed; list of topics ___________________
5. To commit or entrust to another:___________________
source: http://www.askmen.com/money/career_100/114_career.html
LISTENING
4.3.3 How to Be the Chair of a Meeting (L)
Listen to the video (http://www.youtube.com/watch?v=CnZBwyFcWkk) and answer the following

questions:
1. What is the symbol of being a good chair?
2. What experience did she have in connection with it?
3. How should you use your voice?
4. What body language should you use? Why?
5. What techniques can bring everybody in?
6. What trick could help you to sound firm and authoritative?
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4.4 PRESENTATIONS
READING
http://francis-moran.com/random-thoughts/five-keys-to-your-presentation-success-in-2014/
4.4.1 10 Tips for a Good Presentation (R)
The ability to communicate well is an important skill for any student attending university. In addition,
possessing excellent communication skills are highly valued in the workplace. This means, that you
should be able to present your topic and research results fluently; for example, during seminars with
peers or with managers and clients in the workplace. For this purpose, the following 10 tips may offer
some guidance to help you on the way to delivering a memorable presentation.
Preparation, preparation, preparation
There is no easy way out. Giving an excellent presentation is all about the preparation that goes into
it, and this theme applies to every single aspect you include in your presentation.
Think audience
There is one thing you should always keep in the back of your mind: the audience. The sole purpose
of a presentation is to communicate whatever you have to say to an audience. Position yourself
being in their shoes and answer the following questions: who, what, why, how?
Its essential to know who your audience will be. Different audiences have different needs, and may
need different communicative approaches. What do they know? What can I tell them? Knowing this
information will help you decide what content to include in your presentation.
Where can I take them? Your presentation is very much like a journey. Guide your audience through
the content. Use signposts to indicate what you are presenting and where you are going. Examples of
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signposts are, Next, I will discuss.., Now Id like to move on to., and To conclude... Signposts
are also great tools to keep you audience awake, focused and engaged.
Communicate
A presentation is never one way communication despite the fact that you are the only one speaking.
Communication is always two ways. Although you do not want your audience to interrupt your
speech, make it engaging. Your audience wants to be spoken to. Ask rhetorical questions, use short
pauses when you are, for example, changing the subject or moving on to another topic. Rhetorical
questions will often raise the audience awareness as do pauses. Dont hide behind a computer, a
paper, or a desk.
Prepare the little things
There is truth in the old saying Its the little things that count. Often when we are preparing a
presentation we prepare the content, the slides, but it is often the little things that catch us off
guard. For example, how do you start your presentation? Do you say hello, hi, good
morning/afternoon everybody, dear audience? How do you end? Thank you for your attention.
Prepare your signposts, next, finally, etc. Also, think of the specific terms you use to describe
what is on your slide. Are you showing a picture, or more specifically a graph, table, chart, etc.?
Structure your presentation
The purpose and content needs to be carefully considered. How much detail can you cover in the
allotted time? What does your audience need to know, and more important, what is your take-home
message? What do you want your audience to remember?
Most presentation will have an introduction, a body, and a conclusion. You introduce your topic, and
what you will cover during your presentation. Remember, this part can be as short as 30 seconds.
The body will include key points, new knowledge, trends in your data, or progress to date. The level
of detail may depend on the task and time available. Remember to signpost! Highlight the
implications of your discussion or possible applications of your findings in your conclusion and finish
with your take-home messages.
Finding your voice
Although there are general rules and structures, it is important to find your own voice. Know your
strengths and weaknesses. For most of us, giving a presentation is a learning process and definitely
not something we do on a daily basis. Therefore, stay in your comfort zone to give you confidence
but push the boundaries: explore new techniques, watch what others do and learn from them. Take
your time, prepare, prepare, prepare.
Do not read or read like you mean it.
From a communication perspective, speaking is always better than reading. However, when you find
yourself in the situation where you are going to read, there are a few techniques you can use to
make it more enjoyable for the audience. Always address the audience, even when reading. Make
sure you take your eyes off the paper and look at the audience. Highlight parts in the text that you
wish to stress, e.g. keywords, signposts, words that evoke, etc. Cut your A4 paper into four parts, the
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size of cue cards. They are less distracting to hold and often help you to remember your
presentation.
Non-verbal communication
What to do with your hands is the focus of this point. There are of course cultural differences as well
as individual differences, but in general we use the motions of our hands to support the content of
our speech. Where do we place them? An example of good hand movement is the weather news on
TV. Youll see weather presenters usually holding a remote in front of their body, clasped in their
hands, just above the waist. The best place to keep your hands. If you dont have a remote, keep a
pen, in your hands (be careful, though, not to break them).
Slide design
Dont put anything on a slide (text, images, pictures, tables, and graphs) if you are not going to talk
about them, or mention them. It will only confuse your audience. In addition, do not overload your
slides with text and read this text to them. Less is more, and remember that you do not need to write
in complete sentences on your slides.
Practice, practice, practice
Practice delivering your presentation aloud to a peer or in front of the mirror.
Posted on May 29, 2012 by Djuddah A.J. Leijen; abridged from http://blog.ut.ee/10-tips-for-a-good-
presentation/
Vocabulary
Fill in the gaps with a word or expression from the text. The word in the brackets will help you.
1. There is one thing you should always..........(remember).
2. Use .......... (transition words) to indicate what you are presenting.

3. Rhetorical questions will often..........the audience..........(draw attention).
4. Know your..........and..........(things you do well and badly).
5. Always ..........(speak to) the audience, even when reading.
6. Cut your A4 paper into the size of..........(cards with keywords on).
7. Weather presenters usually hold a..........(device to control the slides).
8. Do not..........(put too many words ) your slides with text.
9. Position yourself..........(think you were them).
10. It is often the little things that ..........(surprise us).
Task
Give advice to a student who has the following questions and problems before giving a presentation:
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How deep should I go into the topic? How many sections should there be?
What if my audience loses interest and starts looking at their watches?
Im always very nervous when speaking in public. I wish I could back out!
Im embarrassed how to start speaking. What shall I say first?
Sometimes I get too enthusiastic and forget about the time. Is it a problem?
If I get stuck in speaking, is it ok if I read?
I think I will put all the information on slides, so it will be easier for me to speak.
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READING
4.4.2 Structuring a presentation (R)
This guide discusses practical strategies for structuring a presentation, focusing on the need to
develop an argument or report through the clear, logical progression of ideas.
Presentation structure
Presentations need to be very straightforward and logical. It is important that you avoid complex
structures and focus on the need to explain and discuss your work clearly. An ideal structure for a
presentation includes:
a welcoming and informative introduction;
a coherent series of main points presented in a logical sequence;
a lucid and purposeful conclusion.
These elements are discussed below.
The introduction
The introduction is the point at which the presenter explains the content and purpose of the
presentation. This is a vitally important part of your talk as you will need to gain the audiences
interest and confidence. Key elements of an effective introduction include:
a positive start: Good afternoon, my name is Adam and ;
a statement of what will be discussed: I am going to explore ;
a statement of the treatment to be applied to the topic (e.g. to compare, contrast, evaluate,
describe): I will be comparing the four main principles of ;
a statement of the outcomes of the presentation: I hope this will provide us with ;
a statement of what the audience will need to do (e.g. when they can ask questions or
whether or not they will need to take notes): I will pass round a handout that summarizes
my presentation before taking questions at the end.
You should aim to deliver your introduction confidently (wait until the audience is quiet before you
start speaking) and communicate energy and enthusiasm for your topic.
Main points
The main points are the backbone of your talk. They play an important role in helping you prioritise,
focus and sequence your information. When planning your presentation you should put aside your
research notes and produce a list or summary of the main points that you would like to make,
expressing each in a few words or a short sentence. Ask yourself: What am I really telling them?
What should they be learning here? Your answers to these questions will help you communicate
clear and effective messages to your audience.
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After you have identified your main points, you should embellish them with supporting information.
For example, add clarity to your argument through the use of diagrams, illustrate a link between
theory and practice, or substantiate your claims with appropriate data. Use the supporting
information to add colour and interest to your talk, but avoid detracting from the clarity of your main
points by overburdening them with too much detail.
Transitions
Transitions are the signposts that help the audience navigate their way through your presentation.
They can help divide information up into sub-sections, link different aspects of your talk and show
progression through your topic. Importantly, transitions draw the audiences attention to the process
of the presentation as well as its content. Examples include:
I will begin by discussing ;
Now that we have explored the ... I would like to move on to ;
In contrast to my earlier statements concerning ;
Moving away from a focus on .;
Transitions can also be made without speaking. Non-verbal transitions include pausing, changing a
slide or other visual aid, moving to a different area of the room before resuming speaking, or making
eye contact with a different group in the audience.
The Conclusion
The conclusion is an essential though frequently underdeveloped section of a presentation. This is

the stage at which you can summarize the content and purpose of your talk, offer an overview of
what has been achieved and make a lasting impact. Important elements of a conclusion are:
a review of the topic and purpose of your presentation: In this presentation I wanted to
explore ;
a statement of the conclusions or recommendations to be drawn from your work: I hope to

have been able to show that the effect of ....;
an indication of the next stages (what might be done to take this work further?): This does
of course highlight the need for further research in the area of ;
an instruction as to what happens next (questions, discussion or group work?): I would now
like to give you the opportunity to ask questions ;
a thank you to the audience for their attention and participation: Thats all I have time for.
Thank you very much for listening.
As with your introduction, you should try to address the audience directly during your conclusion,
consolidating the impression of a confident and useful presentation.
Summary
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A presentation needs a carefully defined structure to make the most impact. This should centre on a
series of identifiable main points that are supported by appropriate detail. Use transitions to link and
move between points, helping your audience to understand the development or your argument. An
introduction and conclusion are essential elements of your presentation. They enable you to
establish a clear purpose for your talk at the start and summarise your main points before you finish
speaking.
http://www2.le.ac.uk/offices/ld/resources/presentation/structuring-presentation
Here are some tools to deliver your speech effectively
Emphasising important points and ideas:
- using a verb
Id like to stress the importance of this experiment.
Let me draw your attention to the recent events.
Id like to emphasise that the data were rather limited.
The study highlighted the need for a change.
- using an adjective and a noun
The results of the study have a wider significance for all the sector.
Higher mortgage rates had a major/ profound impact on spending.
His talk will examine the wider implications of the Internet revolution.
- using adverbs
Analysing the data was particularly difficult.
The sample was comparatively small.
It is extremely important to record everything.
The illness is directly linked to poor hygiene.
What
What we should consider is the rise in prices.
What we should do is examine this pattern.
Inversion
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On no account can we draw a conclusion on what we have heard here.
Seldom/ never/rarely have we experienced such a phenomenon.
Exercise
Match the two parts of the sentences!
1. What is important now is a. such a crisis in fossil fuels.

2. Id like to highlight b. great significance at that time.
3. The authors wanted to point out c. that you can see the difference.
4. In this talk I wanted to present d. the main factors influencing public opinion.
5. It would be particularly useful e. was directly linked to the migration of
birds.
6. Seldom has there been f. the decline in public services.
7. The emergence of the infection g. environmental implications.
8. We compared two offers h. to turn to renewable energy sources.
9. The project was abandoned because of I. and found the one totally unacceptable.
10. The city was a place of j. a theory which is likely to be controversial.
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SPEAKING
4.4.3 A Five Minute Presentation (S)

Prepare and give a 5 minute presentation in class based on the following article. Use your own ideas
and signpost expressions.
Key Links between Consumption, Climate Change
Nov. 14, 2013 Models of future climate scenarios have taken insufficient account of population
patterns and trends, according to a UCL review to be published in the print edition of The Lancet in
November 2013. The review, "Population, development, and climate change, links and effects on
human health", examines the interconnections between population growth and climate change,
from the perspective of global health.
The authors found that while population growth is an important factor, it is consumers, rather than
people per se, who drive climate change. Reducing consumption thus represents the most effective
way to reduce carbon emissions. This can have substantial health co-benefits, and consideration of
human health should therefore be integral to future plans for tackling climate change.
Professor Judith Stephenson, UCL's Institute for Women's Health, says: "Disruption of the
environment and climate system caused by unprecedented human activity since the industrial
revolution confronts us with an urgent and complex problem that requires reduction in growth of
both consumption and population for a sustainable world."
Population growth and health
The world's population is expected to be ten times larger by 2050 (roughly 10 billion) than it was for
most of the 19th century (around 1 billion). Future population size in poor countries will have
significant consequences for health and the environment, say the authors. Improved sanitation,
nutrition and healthcare are allowing more children to survive into adulthood, whilst a reduction in
fertility rates is leading to an aging population.
When implemented with other social and economic improvements, family planning is one of the
most effective ways of managing increases in population growth and for delivering extensive health
benefits, in both developed and poor countries. Access to family planning has significantly reduced
maternal and infant deaths, although there remains a considerable unmet need for family planning,
say the authors.
Population, health and climate change
Although population is an important factor, demographic trends are more significant for climate
change than total population, says the review. Consumption patterns, together with aging and
urbanization in some countries, have bigger implications for health and the reduction of carbon
emissions than the total number of people in the world.
The world's poor have contributed little to climate change and yet will experience the biggest effects.
Although poor countries have some of the world's highest fertility rates, growth in consumption
exceeds growth in population in developing and developed countries. According to the authors
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reducing consumption and achieving more sustainable lifestyles in rich countries thus represents the
most effective way to reduce carbon emissions and ultimately deliver health benefits.
The authors say insufficient attention has been paid to the interconnections between population,
development, climate change and human health. According to Professor Judith Stephenson:
"Bringing together natural and social scientists with people from different organizations and
communities in the global South and global North is essential to improve understanding of the
interactions between consumption, demographic change and the climate, and to devise more
scientifically and politically integrated solutions for global health."
University College London - UCL (2013, November 14). Key links between consumption, climate
change. ScienceDaily. Retrieved November 16, 2013, from http://www.sciencedaily.com
/releases/2013/11/131114193245.htm
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WRITING
4.4.4 Observers evaluation sheet (W)
Use the observers opinion sheet to evaluate the presentations you have heard.
NON-VERBAL SIGNALS
Use of hands - too much/too little?

Smiling?
Eye contact with audience none/some of audience/everyone?
Standing still/ moving around/ standing up straight or slouching?
Position in relation to audience?
Mannerisms - shrugs etc?
Did they appear confident? Make a positive impact?
VOICE
Quiet/Loud/Clear/Muffled?
Slow or fast speech?
Monotonous or varying voice?
Use of humour?
CONTENT
Well-structured and following a logical sequence?

Did it have an introduction and conclusion?
Was it well prepared?
Did they finish within time limit?
Was the talk too simple or too complex and jargon-filled?
Was it interesting?
Was the speaker enthusiastic, serious, and confident?
Were notes used? Were they read out, or just used for key points?
Were questions asked or invited? If so were they handled well?
Did they interact with and involve the audience?
VISUAL AIDS
Was a flip chart, PowerPoint or other props used?

Were they used well? Did they add to the talk?
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Unit 5. THE SOCIAL AND ENVIRONMENTAL ASPECTS
OF WORK
Aims of the Unit
After completing this unit you will be aware of

environmental issues at work,
how to personalize your work environment to your needs,
the role of corporate social responsibility and how it helps both companies and society
how to become an inclusive leader and ethical issues at work.
5.1 HEALTH AND ILLNESS AT WORK
READING
5.1.1 How vulnerable are you to stress? (R)

First of all, complete this questionnaire; then discuss it with your partner.
Mark each statement from 1 (always applies to you) to 5 (never applies to you), according to how
accurate each statement is in describing your current lifestyle.
Always Sometimes Seldom Never

Often True
True True True True
1. I eat at least one hot, balanced meal a day
2. I get 7 to 8 hours of sleep at least 4 nights a week
3. I have at least 1 person who lives nearby from whom I can ask a favour
4. I exercise to the point of perspiration at least twice a week
5. I do not smoke
6. I drink fewer than five alcoholic drinks a week
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7. I am the appropriate weight for my height
8. I drink fewer than two cups of coffee (or tea or cola) a day
9. I have a network of friends, family and acquaintances on whom I can

rely
10. I confide with at least one person in my network about personal

matters
11. I am generally in good health
12. I am able to speak openly about my feelings when angry, stressed or

worried
13. I do something for fun at least once a week
14. I recognise stress symptoms
15. I take quiet time for myself during the day
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Always Sometimes Seldom Never
Often True
True True True True
16. I have an income adequate to meet my basic expenses
17. I spend less than an hour each day traveling to and from work
18. I am calm when I am kept waiting/stuck in traffic/late for an

appointment?
19. I have regular calm conversations with the people I live with about
domestic problems, e.g., chores, money and daily living issues
20. I never try to do everything myself
21. I never race through a day
22. I never complain about time wasted and the past
23. I feel organized and in control
24. I am able to organize my time effectively
25. I recognise when I am not coping well under pressure
http://www.stress.org.uk/stresstest.aspx
READING
5.1.2 Coping with stress (R)

Do you have a stressful life? Can you cope with it? How?
Read the story of a manager and decide if the statements are true or false.
How to cope with stress - before it's too late
A retired senior manager looks back at his working life and the stress he came under that led to a
heart bypass at 54.
Blair McPherson, Guardian Professional, Monday 14 June
I was fit at 50. At 54 I had high cholesterol, high blood pressure and a quadruple heart bypass.
I didn't consider myself to be particularly stressed at work. Sure there were efficiency initiatives, demanding
performance targets, a management restructuring to deliver and the usual disciplinary hearings, complaints
and MPs' letters. But - and this is the point - that was the usual stuff that you have to deal with as a manager in
the public sector and I had been dealing with it for years. I had accepted this as normal.
248
When my GP asked if I had a stressful job I said "not particularly". I thought stressful meant struggling to cope,
not being able to sleep the night before an important meeting, replaying decisions over in my head, worrying
about dismissing someone or having deadlines I might not be able to meet.
I didn't doubt my abilities and I genuinely thought there was nothing that my working day could throw up that I
hadn't dealt with before, so nothing would justify being stressed.
I didn't realise the pressure and stress I was under until it stopped.
Three months after retiring early, I now accept that work dominated my life. Things that seemed so important
at the time now seem fairly insignificant. Much of the pressure was self-imposed. It was me who squeezed in
an extra meeting at the end of the day, who didn't leave enough travelling time between meetings or failed to
put in adequate preparation time to work on that important presentation.
It was my desire to impress that led me never to decline invitations to join any working group. It was my naked
ambition that led me to distant parts of England and, once, Wales, to put myself through gruelling assessment
centres, trial by sherry and beauty parades masquerading as a rigorous selection process.
Some pressures are self-imposed and it is important to have the insight to recognise this because you can do
something about them. Other pressures are external and a new era of budget cuts, efficiency drives,
compulsory redundancies, wage freezes and service reductions will increase the pressure on managers. These
pressures may not give you a heart attack or stroke but they will increase the risk that you become preoccupied
with work, lose contact with your friends and neglect your family.
http://www.guardianpublic.co.uk/frontline-dealing-with-stress
True or false?
1. The writer thought that he had been stressed.
2. His bosses put a lot of pressure on him.
3. His health declined in a short period of time.
4. He was uncertain about himself.
5. Stress meant to him not being able to sleep at night.
6. Internal stress influences your health in a negative way.
LISTENING
5.1.3 Illness at work 1 (L)

Many people have health problems which make it difficult to work effectively. Listen to this extract
from a radio programme which discusses the new approach to sickness at work in Britain, and answer
the questions.
1. When did Carl start having problems with his shoulder?
a. immediately he started work

b. in the first week at work
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c. after working for a few weeks
d. after he left his new job
2. In Leicestershire a new occupational health service
a. is being introduced in 7 large cities

b. is being tested in 7 different towns
c. is being introduced here and all over Britain
d. is being tested here and in other parts of Britain
3. If you are too ill to work for a few weeks, who will send you to the scheme?
a. your employer
b. a specialist doctor
c. your own doctor
d. yourself
4. How soon did Carl get an appointment with the Fit for Work officers?
a. the day after he telephoned them

b. six weeks after he telephoned them
c. when he met his doctor
d. when he went to Leicester city centre
5. What was the most important thing for Carl?
a. getting physiotherapy treatment

b. getting better from his injury
c. getting advice
d. getting back to work
6. What psychological advantage does Julie Potts think Carl got from the scheme?
a. he was able to recover more quickly

b. he was able to still feel part of the company
c. he was able to recover at home
d. he was able to do some light work at home
http://www.bbc.co.uk/programmes/b01rr7zj
LISTENING

Now listen to this extract about the effect of sickness at work in Europe.
Steven Bevan is ....................... (1) of the Centre for Workforce Effectiveness, and also ...........
................ (2) of the Fit for Work Europe Coalition, which investigates illness such as back pain in the
European ........................ ................................ (3). Muscular-skeletal conditions at work are
responsible for a ................ ...................... (4) loss in European GDP, and cause almost
250
......................... (5) of all sickness absence. Throughout Europe the problem affects about ..........
...................... (6) workers, and costs the EU about .................................. (7) a year.
It causes lost ............................ (8) at work, increased welfare .............................. (9) for people
who can't work, and also lost ...................... (10) tax.
LISTENING

Here, Carol Black talks about the wider causes and consequences of sickness at work.
1. What was Carol Black's previous job?

...........................................................................................................................................
2. What is ruined by illness at work?
...........................................................................................................................................
3. What do so many people not receive at the right time?
...........................................................................................................................................
4. What do many people find it impossible to do?
...........................................................................................................................................
5. How many people collect a sick note in the UK each year?
...........................................................................................................................................
6. What other problems might be a reason for being too ill to work?
a. you don't like............................
b. you don't like ......................
c. you may have ............................. problems
d. you may have .............................. problems
5.2 ENVIRONMENTAL ISSUES AT WORK
VOCABULARY
5.2.1. Health and Safety at Work (V)
Fill in the following list of common workplace hazards:
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1. WET SURFACE CONDITIONS 7. LACK OF MOTIVATION
2. CORROSIVE SUBSTANCES 8. FLAMMABLE SUBSTANCES
3. SHIFT WORK 9. FUNGI / MOULDS
4. BACTERIA AND VIRUSES 10. POOR LEADERSHIP
5. POISONOUS PLANTS 11. WORKING AT HEIGHTS
6. WORKING WITH HIGH VOLTAGE EQUIPMENT 12. CHEMICAL REACTIONS
A. Psychological Hazards:

B. Physical Hazards:

C. Chemical Hazards:

D. Biological Hazards:

READING
5.2.2. Ergonomics (R)

Read the article on ergonomics and answer the questions that follow:
When it comes to non-fatal workplace injuries, the clear leaders are incidents of ergonomic problems
and overexertion. They affect people in manufacturing, service, and office settings and regulatory
bodies are increasingly cracking down on employers who ignore their employees' ergonomic needs.
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Furthermore, because these injuries can give rise to chronic conditions, they result in one of the
higher rates of lost work time.
Nellie Brown - director of Workplace Health & Safety Programs at Cornell University's school of
Industrial Labor Relations - advises that employees at computer workstations sit at a height that
allows their legs to reach the ground. They should have a wrist rest, and should not need to crane
their neck, eyes, or back in the extreme. She adds that it's important to have lumbar support and if
your office chairs don't have this built in, you or your employees can purchase cushions that will
provide that extra lower back support.
Ergonomic injuries don't only take place when there is older office equipment with fewer adjustable
parts. They can also happen simply from sitting at your desk for too long.
In addition to the wear and tear of the workplace itself on employees' bodies, lifting heavy objects
such as boxes of files can result in accidents. Good lifting technique is often ignored when there is
insufficient space or time to get a job done properly, but Brown says a good general rule is rather
than "lifting, lowering, or carrying, you want to push, pull, or slide."
In a manufacturing setting, hearing loss is a common problem that can creep up on you and your
employees but that is easily preventable. Simply provide headphones or earplugs that cancel out
high decibel levels, depending on what volume of noise the equipment in your office environment
produce. But providing the equipment is not enough, you need to enforce the policy and make sure
your employees are using all the protective gear.
However, whether an injury is fatal or more glancing, one of the biggest mistakes employers make is
improper documentation. Laws says, "the most cited OSHA standard seems to be failing to log your
injuries correctly or not logging them at all. It's not something you're required to hand over to OSHA
unless they knock on your door," but if they do, you'd better have it.
http://www.inc.com/guides/2010/05/9-avoidable-workplace-health-safety-hazards.html
Answer the following questions:
1. Which is the most common non-fatal workplace injury?
2. Where does it occur?
3. Why does it increase the proportion of lost work time?
4. What is Browns advice?
5. How can lumbar support be achieved?
6. Why is older office equipment mentioned in the text?
7. How can hearing loss be prevented?
8. Which is the biggest mistake employers make?
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LISTENING
5.2.3 Ergonomics at work (L)

You are going to watch a short video about ergonomics at work. Fill in the missing words in the text below while
watching.
Source: http://www.youtube.com/watch?v=ZCIZf9UhNFI
What is ergonomics?
A science of designing a workplace (1) productivity and safety by closing out pain and
(2)
Workstation: set up your workplace to be comfortable and (3)
Chair: have your knees and the bottom at (4) and your elbows close to your body and
(5) relaxed.
Mouse: do not flip your mouse with the (6)
Monitor screens that are too low or high increase the (7) on your neck and shoulders.
Therefore you put a (8) if it is too low. They should never be positioned with the
window (9) behind the monitor or you.
Phone: if you spend a lot of time talking on the phone a (10) is recommended.
Rest-brakes: make phone-calls, make coffee, or talk to your co-workers.
Exercises: remember to stretch (11) and frequently.
READING
5.2.4 Office Hazards (R)
Complete the following text with words from the box applying suffixes if necessary.
joint, posture, ailment, hazard, occupation, correct, examine, face, electric, ventilate, restrain,
handle, shut, procedure, adjust,
HAZARDS IN OFFICE ENVIRONMENTS
People tend to think that office environments are not very (1) However, hazards do
exist in the office and can result in health and safety problems for workers.
There are many potential (2) health and safety hazards in offices. However, with
workplaces following appropriate health and safety (3), many of these hazards are
eliminated or avoided.
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VISUAL PROBLEMS - EYESTRAIN AND EYE IRRITATION
These are among the (4) most frequently reported by computer operators. These vision
problems can result from:
improper lighting
glare from the display screen
poor positioning of the screen itself
material that is difficult to read.
(5) the physical and environmental conditions of your workspace can usually prevent
the causes of eyestrain and irritation.
Many computer jobs require long sessions in front of a display screen and some workers may need
(6) lenses to avoid eyestrain and headaches. Workers with eye complaints should have
eye (7) to ensure early detection and correction of vision problems.
ERGONOMICS - INCORRECT USE OF OFFICE FURNITURE
One of the main occupational health and safety hazards (8) office workers is the
incorrect use of office furniture such as chairs, footrests and accessories at a computer workstation.
Injuries can occur to muscles, ligaments, tendons, bones, (9) and nerves. If you sit with
the incorrect (10) at your computer it can lead to initial discomfort, fatigue, pain and
possibly long-term injury. Your workstation should be set up to suit the tasks you are doing and to
help with your posture.
OTHER HAZARDS IN THE OFFICE
Office equipment is not the only cause of hazards in the office. Other potential hazards include:
Manual (11) (lifting or moving objects)

Office temperature and humidity
Noise and/or vibration
Air quality and (12) Office decor
Workplace conditions
(13) hazards
MANUAL HANDLING
Manual handling is any activity that requires you to lift, lower, push, pull, move, hold or
(14) an object. For example, in an office you may:
lift or lower a box of photocopying paper

pull open a heavy drawer
hold a pile of files in your arms
restrain a door from (15)
Source: http://clewett.net.au/whs/html/lesson_6.html
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LISTENING
5.2.5 Workstation Ergonomics (L)
If you watch the tutorial above you can listen to some useful pieces of advice regarding workstation
ergonomics. What problem are they related to? Match a common mistake people usually make to
each recommendation below.
ADVICE COMMON MISTAKE
1. Ensure the chair back is adjusted so E. g.: People often bend their back.
that your upper body is relaxed and
supported. (1)
2. Your lower back needs to be .

supported by the chair. Alter the
angle during the day to vary your
sitting position. Avoid being in one
static posture all day (2).
3. Adjust your seat height to ensure
that your forearms are horizontal
with the desk and wrists are straight.
Use a wrist-rest if needed (3, 7).
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4. The top of the screen should be level .
with your eyes and you will then
naturally look at the centre of the
screen.(9)
5. You might have to push the monitor
further away from your head to
create a comfortable viewing
distance (9).
6. Remember to keep your screen
clean (9).
7. Organise your work area. Make sure .
your desk is not cluttered. Use a
document holder to raise
documents to a comfortable height
and viewing distance (10).
Source: http://clewett.net.au/whs/docs/Workstation_ergonomics-Engage_output/engage.html
WRITING
5.2.6 The best ergonomic office in Debrecen (W)

The mayor of your town has advertised a competition: you can win the title of The best ergonomic
office in Debrecen on the condition that you write a descriptive composition about the office you
work in. (120-150 words)
In your composition include:
its location
how it became ergonomic
ergonomic features of the office
what you like most
READING
5.2.7 Health Hazards of Social Media (R)

Read the text and decide whether the statements below are true or false:
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While this subject may seem like a technology topic, it has unfortunately become part of the health
conversation! Every day I find myself more immersed in social media, but not without consequences.
There are health concerns that follow the digital addiction that fall into anxiety disorders. Here are
some symptoms of Social Media Anxiety Disorder, and a few ways I keep myself from becoming a
victim of it.
The anxious need to update
Social media has become a great tool for staying on top of work. It's also a great way to keep up with
friends and acquaintances, and kill a lot of time! The problem for me began to creep in when I was
checking my email or social media sites for updates. There were times I updated my email several
times within minutes. It felt crazy to have the desire to check something so frequently regardless if it
was work related or not. Then I began getting anxiety from the desire to check my accounts. I was
even sneaking my phone to the dinner table, and checking it. And I'll sadly admit, I have checked my
email while driving my car, and thank God I never did that with my daughter on board! These reasons
hit me like a ton of bricks - I was addicted to social media! It was creating stress on my body from the
anxiety, and it was putting me in potential life-threatening positions in the car. I knew I had to make
a change. To ease my symptoms I made a rule that there would not be any technology at the dinner
table. That was sacred time with my family, and it gave me back my sense of calm. I also refrain from
touching my phone in my car unless the vehicle is turned off, or I'm using it for navigation. Just
setting these rules has decreased my rush for checking social media sites.
Knowing when to turn off
In my darkest hour I will admit to waking up in the middle of the night to check a notification. Now
that is crossing the line! I would justify it by saying I needed my phone on for my alarm, but that was
just an excuse to stay plugged in. After this happened, a few too many times, I decided there needed
to be a change. Now, before I go to bed, I set my alarm and turn off all of the social apps and email.
This leads to a peaceful night of sleep instead of middle of the night check-ins.
Stress
Any type of stress in life can be harmful, and social media is often the culprit. Whether it is
something that offended you, anxiety over not being able to check feeds, or something else, this type
of stress is harmful. I noticed that it would even raise my blood pressure sometimes. Not only will
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this take years off of your life, but it will reduce the quality of life. To help with this problem, I check
in at certain times throughout the day, and then I occupy myself with other things to keep myself
from getting too attached. It's easier to control the anxiety if you force yourself to miss out on some
things. I eventually learned I wasn't missing out on my life when I put the technology down for a
while.
1. The author of the article enjoys using the social media all day and night.
2. She updated her e-mails every minute when she was nervous.
3. She thinks that she was addicted to social media.
4. She used to send e-mails while driving her daughter to school.
5. She avoids using her mobile while having dinner.
6. Before she goes to bed, she checks her e-mails to have a peaceful night.
7. Worries about not being able the check feeds can affect your health in a negative way.
8. She can control her anxiety by putting aside her mobile every now and then.
Source: http://voices.yahoo.com/health-hazards-social-media-12243957.html?cat=5
SPEAKING
5.2.8 Dealing with Accidents (S)

Work in pairs to interview a victim of a workplace accident.
STUDENT A: You are the interviewer. Ask your partner about:
when and where the accident happened

the circumstances of the accident
who helped him/her after the accident
who is responsible for the accident
what comes next
STUDENT B: think of a real or imaginary workplace accident and behave as if you had been a victim of
it, and you are now in the hospital. A reporter of the local newspaper comes to you for an interview.
Answer her/his questions.
Act out the most interesting/shocking interview(s).
5.3 CORPORATE SOCIAL RESPONSIBILITY

SPEAKING
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5.3.1 Socially Responsible Companies 1 (S)
What are the benefits for companies of having strong social and environmental policies?
Why do some companies believe they have a responsibility to give back to society?
How can they give back?
READING
5.3.2 Socially responsible companies 2 (R)
Read the text that follows and match the paragraph heading to the correct paragraph. There are 2
headings that are not needed.
1. LENDING A HAND TO MAN'S BEST FRIEND 5. THE SWEET DELIGHT OF GIVING BACK
2. BEAUTY COMES FROM WITHIN 6. A SHOE FOR ME IS A SHOE FOR YOU
3. GO NATURAL, THROUGH AND THROUGH 7. THE NEW MEANING OF CLEAN
4. SOCIAL AWARENESS CAN LOOK SO GOOD 8. BREWED RESPONSIBLY
COMPANIES WITH SOCIAL RESPONSIBILITY AT THE CORE
Many companies believe they have a responsibility to "give back" to society. This focus includes
contributions of time and money, a duty to provide environmentally friendly products and services,
and a desire to improve the lives of individuals here and around the globe. Such socially responsible
companies see to it that this "consciousness" permeates everything they do.
The following 10 companies stand out as prime examples of how social responsibility can be
productively coupled with sound strategies to advance goodwill, while building sustainable and
impressive businesses. They provide the leadership to demonstrate how marketers can pursue both
objectives simultaneously. As such, socially conscious companies have stepped up their efforts with
increasing effectiveness and productivity. It is an impressive movement and one that invites society
at large to do even more. Let's use these as examples for "how to get it done" so that we can
effectively expand our efforts to give back.
A)
The focus for Burt's Bees has always been on well-being and "the greater good." As part of the
Natural Products Association, the company helped develop The Natural Standard for Personal Care
Products, which created guidelines for what can be deemed natural. Burt's Bees follows the highest
possible standards for packaging sustainability, furthering its dedication to the cause as a member of
the Sustainable Packaging Coalition. Since the brand's start at a crafts fair selling $200 worth of
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honey, the company has since expanded to candles, lip balm and now more than 150 products. In
2009, revenue topped $250 million.
B)
As a cleaning product, Method hit the jackpot. While cleaning products historically contained
hazardous chemicals, Method was able to make safe and effective home and personal cleaning
products derived from natural ingredients such as soy, coconut and palm oils. The products also
come in environmentally responsible, biodegradable packaging. As one of the fastest-growing
companies in the world, and with $100 million in annual revenue, Method proves that socially
responsible products can be wildly successful.
C)
The Body Shop is regarded as a pioneer of modern corporate social responsibility as one of the first
companies to publish a full report on its efforts and initiatives. Founder Anita Roddick led her
company to stand up for its beliefs and champion causes such as self-esteem, environmental
protection, animal rights, community trade and human rights. From sponsoring posters in 1985 for
Greenpeace to presenting a petition against animal testing to the European Union with 4,000,000
signatures, The Body Shop has contributed significantly to the causes it supports, and exemplifies
how other companies can do the same.
D)
Since Starbucks Coffee started in 1971, the company has focused on acting responsibly and ethically.
One of Starbucks' main focuses is the sustainable production of green coffee. With this in mind, it
created C.A.F.E. Practices, a set of guidelines to achieve product quality, economic accountability,
social responsibility and environmental leadership. The company supports products such as Ethos
Water, which brings clean water to the more than 1 billion people who do not have access. To date,
Ethos Water has committed to grants totaling more than $6.2 million.
E)
Ben & Jerry 's founders Ben Cohen and Jerry Greenfield have infused the company with the notions
of giving back in every way possible, as well as "linked prosperity" between the company, its
employees and the community. They started the Ben & Jerry's Foundation, were founding members
of the Business for Social Responsibility organization and set an extraordinary rate of giving to
charitable organizations in the corporate world, donating a full 7.5% of pretax profits. In their own
words, they "strive to show a deep respect for human beings inside and outside our company and for
the communities in which they live." Unilever bought Ben & Jerry 's in 2000 and continues to support
the foundation; it donated $2 million in 2009.
F)
Pedigree dog food built its brand by focusing on the need for people to adopt homeless dogs.
Funding the support and care of these animals and sponsoring a national adoption drive, Pedigree's
2009 goal was to distribute $1.5 million in grants to 1,000 shelters and breed rescues. Pedigree
donates one bowl of food to animal shelters every time it gets a Facebook fan, and it did the same
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when the company's 2009 Super Bowl commercial was viewed online. Pedigree's goal is to donate 4
million bowls of dog food, enough to feed every shelter dog in America for one day.
http://adage.com/article/cmo-strategy/10-companies-social-responsibility-core/143323/
Decide whether the following statements are true or false for each paragraph.
A) Burts Bees started by selling personal care products
B) Method makes environmentally friendly cleaning products in ecological packaging
C) The Body Shop and Greenpeace petitioned the EU with 4 million signatures
D) Starbucks main focus is on the production of Ethos Water and Green Tea
E) In 2000 Ben and Jerrys was acquired by Unilever
F) Pedigrees brand building focused on the dogs being adopted by homeless people
LISTENING
5.3.3 GOJO (L)
The following is from an interview with Nicole Koharik of GOJO Industries to discuss the company's
increased CSR efforts, and CSR's impact on social media.
Source: https://www.youtube.com/watch?v=J0tsmCTSuA0&list=PLK9V3lQzn0ONJHtU3FH-Qoop734Xu2Jzm
Listen and decide:
1. What are GOJOs products?
2. Are they a company with social responsibility at the core?
Listen again and choose the best answer.
1. PR News spoke with several ... about the growing influence of CSR
A) senior-level PR executives
B) company CEOs
C) PR and marketing directors
D) multi-national companies
2. CSR and what other 2 things are essential elements of GOJOs business strategy?
A) funding and market knowledge
B) communicating and social sustainability
C) environmental programs and marketing
D) emerging needs and time
3. Which reason is not one of the factors why CSR has become more important at GOJO?
A) saving lives and making them better
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B) an increase in market demand and customer requests about sustainability
C) better social conditions in healthcare
D) creating new global opportunities and products
4. How many people die every year from healthcare acquired infections?
A) almost 19,000
B) almost 8,000
C) almost 980,000
D) almost 98,000
5. GOJOs CSR social media strategy

A) is all done using Facebook
B) is currently in the early stages
C) is the most important part of their overall strategy
D) has won awards
VOCABULARY
5.3.4 Corporate Social Irresponsibility (V)
Match the word on the left with a word on the right to make the most suitable CSR related
collocation.
1. public A. labour
2. local B. waste
3. child C. regulations
4. environmental D. negligence
5. oil E. relations
6. government F. operation
7. toxic G. measures
8. criminal H. community
9. security I. spill
10. clean-up J. disaster
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READING
5.3.5 Child labour (R)
Match the missing word from the following text with the correct definition and then put it in the right
place in the text.
Missing words from the text Definitions
1. procurement A. To cut into
2. pods B. Checking
3. rampant C. The shells of coffee beans
4. multinational D. Large heavy knives
5. slice E. The fundamental part of something
F. The act of obtaining equipment, materials, or

6. monitoring
supplies
7. trace G. Widespread
H. To follow the development or history of

8. machetes
something
9. root I. To gather the crop from
J. a large corporation with operations in several

10. harvest countries.
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NESTL: ACCUSED OF PERSISTENT CHILD LABOUR ON ITS COCOA FARMS
A report of the Washington-based civil society organisation Fair Labor Association (FLA) has shown
that child labour is still widespread on Ivory Coast cocoa farms supplying Nestl. It was the first time
that a (A) chocolate producer had allowed an organization to
completely (B) and assess its (C) system.
The study had found numerous violations of internal work rules and childrens rights. The most
common tasks carried out by children on cocoa farms are filling plastic bags for nurseries, breaking
up (D) pods and transporting plants, according to the FLA. Under local law, carrying
heavy loads is one of the worst forms of child labour, and the use of (E) and knives to
break pods is a hazardous task. The report also found (F) injuries, mainly with machetes
that (G) into the childrens legs as they (H) the cocoa pods, as well as both
adults and children working long hours without pay. Nestl has announced to improve
its (I) mechanisms in its cooperatives. The (J) causes of child labour in the
cocoa industry include poverty and a lack of schools in the country which is still recovering from civil
war.
The FLA said its suggestions for Nestl are applicable to other companies in the industry. The worlds
biggest chocolate companies include Kraft Foods Inc. (KFT), Mars Inc. and Hershey Co. (HSY).
Nestl buys about a 10th of the global cocoa production and more than a third of that comes from
the Ivory Coast, the worlds biggest producer. About 20 percent of the cocoa the chocolate maker
gets from that country can be traced because it comes from Nestls sustainable-farming program,
while the rest comes from the standard supply chain, which isnt transparent, according to the
report.
Source: http://www.facing-finance.org/en/2012/06/nestle-accused-of-persistent-child-labour-on-its-
cocoa-farmsnestle-anhaltende-verstoesse-gegen-kinderrechte-auf-kakaoplantagen/
SPEAKING
5.3.6 Communicating CSR investments 1 (S)
Why should businesses communicate their social and environmental credentials?
265
Who should they be communicating their message to?
What are the benefits of communicating this message for each of the different parties?
LISTENING
5.3.7 Communicating CSR investments 2 (L)
Listen to the recording of Dorothy McKenzie, Chairman of Dragon Rouge who discusses the
importance of communicating CSR investments and answer the following questions.
Source: http://www.businessdictionary.com/videos/?the-importance-of-communicating-csr-investments-
516923301
A) What are companies spending a lot of time on nowadays?
B) In relation to this, what is the problem for a lot of these companies?
C) How can companies ensure they get the most out of their investments in their social and
environmental performance?
D) What are the 2 things that people are more likely to do in return for these investments?
E) Which example area might local authorities support through communication?
SPEAKING
How can companies communicate their social and environmental practices to people?
What methods and channels can they use to do this?
READING
5.3.8 Public Relations 1 (R)
Read the following article and decide if the following questions on what PR is all about are true or
false.
A) PR activities enable people or companies to appear to their clients in the best possible light
B) PR is usually not used in conjunction with other promotion exercises
C) It is hard to calculate the effectiveness of PR
D) PR is not the same as direct marketing which requires recommendations from other people
266
THE PR BASICS YOU NEED TO KNOW
Ahhh, Public Relations (PR): that mysterious, wondrous creature that seems to evade even the
smartest of the smarts. Youve heard her name whispered in dark corners during pitch fests, you
know the President has one (a good one!), and youve even looked her up online innocently
thinking youd be able to understand her purpose, tricks, and wily ways.
All sorts of people say all sorts of things about PR they talk trash and say she isnt needed. They say
shes a waste of time and energy; and if youre good, you just dont need her. But the questions still
remain: what is PR, why do I need her, and where do I find her?
Lets break it down
What is PR?
In short, PR is any activity related to keeping a brand/person top of mind within a

particular industry and among business and consumer targets in a positive way.
Companies (and people) use the PR engine, along with other marketing and advertising
activities, to build and monitor their public-facing image.
Historically, PR is difficult to measure because, unlike direct marketing, it relies on a third

party or authoritative endorsement to drive awareness. Without a direct call to action,
its often difficult to track the outcomes of a PR campaign through to conversion.
PR includes a variety of activities, ranging from creating a specific strategy to positioning

a brand in the marketplace; leveraging relationships with the media (media relations) to
tell a brands story; facilitating opportunities for key spokespeople to participate on
panels and attend various industry-related events; developing and executing social
media plans; and nominating clients for awards.
Unlike Advertising (bought media) or company online real estate (owned media) such as websites
and social media channels, PR (earned media) requires a third party (newspaper, blog, digital
magazine) to endorse or talk about a brand.
Why do startups need PR?
Nothing screams credibility like having others talk about your brand or product in a
positive way. Unlike sales, where customers often feel pressured to buy, PR is a softer
way of influencing potential customers toward making a buying decision.
PR, when done well, provides an extraordinary opportunity to build a positive reputation
for your brand/product while simultaneously reaching your target audience (end-user)
with your message.
Particularly in terms of new market products or categories, PR activities are a meant to

educate the marketplace about why they should care about you, visit your website, or
ultimately, purchase your product.
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Without a public-facing message or image, your product has little to no opportunity of
reaching market adoption.
Another important thing to note: PR is not the solution for a poorly performing product
and must be used in conjunction with other marketing tactics in order to be truly
successful.
Earned media (PR) can be an important part of an overall company strategy by providing potential
channels to drive traffic, acquire users, and ultimately increase your brand equity and awareness in
the marketplace.
SPEAKING
5.3.9 Public Relations 2 (S)
Task 1
Why do you think PR is important for companies nowadays?
Do you advocate the use of PR? What are the pros and cons?
Which is more important, PR or traditional advertising? Why?
Do you think it is possible for startups to run their own PR initiatives? If so, what are some of
the things they can do? Or do they need a PR expert to advise them?
Task 2
You strongly advocate startups using PR. Your friend is about to start up their own company. Use the
article to summarise the main reasons why they need to use PR and give examples of some of the
different PR activities.
5.4 INCLUSIVE LEADERSHIP AND ETHICS AT WORK

LISTENING
5.4.1 Diversity and Inclusion (L)
You are going to hear a recording about inclusive leaders. (1.51)
Source: http://vimeo.com/75583876
1) Why do all organisations need inclusive leaders?

2) How can inclusive leaders help the people at an organisation?
3) What can an inclusive leader help improve?
4) Which of the following qualities of inclusive leaders are mentioned in the recording?
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innovative, hard-working honest adaptable, supportive, skilled
LISTENING
5.4.2 Women in the workforce (L)

First discuss these questions with your partner.
What proportion of the Hungarian workforce is female?

Are there any jobs which can only be done by men or by women?
Are men and women always paid the same for the same work?
Now listen to this extract from a radio programme about gender in the workplace in Britain, and
answer the questions.
1. What proportion of the British workforce is female?

f. More than half
g. Almost half
h. One in five
i. Exactly half
2. Most women who work are working in the following industries:

a. _________________
b. _________________
c. cashiering
d. _________________
e. _________________
3. Which industries are still dominated by men?

_____________ and __________________
and in which sector are men under-represented?
_______________________
4. Which media were used to try to attract teenage girls to work in the construction industry? (2
correct answers)
a. social media
b. TV
c. the internet
d. the radio
e. billboards
5. What is unusual about Janet Shelleys company?

It does things differently from a normal building company
It was founded by someone who wanted to be different
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It employs women in the construction industry
Its name sounds strange
True or false?
6. Janet left the IT industry because she was unhappy with the direction it was taking
7. Janet frequently met people who told her things wouldnt change in the construction industry
8. Janet doesnt understand why some young girls want to be hairdressers
Fill in the spaces:

Before Katy came to work for Janets company she was working in _______________ (9) and
before that she was a _____________________ (10). Although she did not want to become a builder
she does ___________________ (11) DIY work. She believes that she might not have got many
__________________ (12) from the __________________ (13) she made because she was a woman.
Katy believes that women builders are attentive to __________ (14) and also much ______________
(15). Although they sometimes have strength problems, they work as a ____________ (16).
http://www.bbc.co.uk/radio4/news/nicework/nicework_20050705.shtml
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Keys and transcripts-Dentistry
Unit 1. DENTAL SPECIALITIES
1.1.1 What does an endodontist do?(R,V)
1,
1-f, 2-c, 3-i, 4-j, 5-a, 6-h, 7-b, 8-e, 9-g, 10-d
2,
1-t, 2-f, 3-t, 4-f, 5-f, 6-t, 7-f,
1.1.2. Root canal therapy(L)
1,
1, sterilisation pouches
2, local anasthesia
3, to maintain a sterile working environment
4a, significantly less radiation
4b, instant results
5, removed, extirpated
6, electronic apex locator
2,
-recontouring the internal anatomy of the roots
-canals disinfected with the solution called sodium hypochlorite
-5 minutes for the solution to rest and saturate the tooth
-remove the solution
-filling the root with gutta percha
-cement is used for sealing the canals
-warm vertical technique to melt the gutta percha
-sealing
-temporary restoration
-return to the restorative dentist
1.1.4.Tooth infection and other parts of the body (R)
1,
1-D, 2-F, 3-A, 4-B, 5-E, 6-C
2,
1-6, 2-3, 3-8, 4-1, 5-2, 6-7, 7-4, 8-5
1.1.5. Endodontic retreatment(R)
1, "repeat root canal treatment"

2, inadequate chemomechanical debridement of the root canal
3, by exposing the obturation material to the oral environment
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4, it is replaced
5, because meticulous care is required
1.2.1. What is malocclusion? (V)
1-i, 2-f, 3-a, 4-k, 5-b, 6-c, 7-d, 8-j, 9-g, 10,-e, 11,-h
1.2.2. How does orthodontic treatment work? (R)
a, move teeth, retrain muscles and affect the growth of the jaws
b, bands, wires and/or brackets
c, special fixed appliances
d, A space maintainer is used to keep the space open until the permanent tooth erupts.
e, They are virtually invisible and are removed for eating, brushing and flossing.
f, With the help of splints/jaw repositioning appliances.
g, Widens the arch of the upper jaw.
1.2.3. What is orthodontics?(L)
1, Alignment of teeth and jaw.

2, The size of the jaw, strenght and shape of the muscles, teeth themselves.
3, With strong masticatory muscles and a wide jaw.
4, Crowding.
5, 1-3 years.
6, All groung work.
7, To prevent any reverse movements of the teeth.
1.3.1.Prosthodontic procedures(V)
1-f, 2-b, 3-d, 4-a, 5-h,6-c, 7-e, 8-g
1.3.3. Read the following text about dental implants. Choose the best question from the list for
each paragraph. (R)
1,
1, Am I a candidate for dental implants?
2, How and why is bone lost when teeth are lost?
3, How can bone be preserved or re-grown to support dental implants?
4, How are dental implants placed and who places them?
5, What are the options for implant tooth replacement?
6, How do implant tooth replacements differ from teeth?
7, What type of maintenance do dental implants require?
2,
1-f,2-c,3-j,4-a,5-h,6-b,7-d,8-k,9-g,10-e,11-i
1.3.5.Treatment options and choices in implant dentistry (L)
1f,2t,3f,4f,5t,6f,7t,8t,9f
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Tapescript:
Prosthodontist Dr. Aires Lecture Series #5 - Treatment Options and Choices
https://www.youtube.com/watch?v=QXpb79smNSU
Implant Dentistry Treatment options and choices

Implant dentistry is not a one-size-fits-all kind of practice. In fact, we customize for each person
who comes into our Periodontics Center. Each patient has different dental issues and we have
several treatment options available to them. If a patient has several missing teeth or may soon be
losing many teeth, the best option is to replace the missing teeth with a permanent bridge
attached to several implants. A fix set of teeth is attached to five or six implants. This feels and
functions like your own teeth. These teeth are permanently attached, there is no movement of the
teeth, as they are rigidly attached to your implants. This treatment option is a treatment of choice
for most of our patients. These patients feel whole again after losing their teeth. This option also
comes with a lifetime guarantee and is highly recommended by us at the Periodontics Center.
These teeth need very little maintenance as they do not move. In terms of maintenance we
recommend you have these teeth cleaned at least twice a day as you would your own teeth.
Second option we offer involves inserting three implants to support an overdenture. An
overdenture is essentially a denture that snaps onto the implants. We, at the Periodontics Center
here in San Diego, use attachments called locators that connect the denture to the implants. These
attachments eliminate the need for adhesives in most cases. The dentures do not need to be
removed for cleaning twice a day. These overdentures are more stable than regular dentures, but
some minor movement does occur during function. Therefore its possible for food particles to get
lodged underneath the dentures causing gum irritation and pain. Because these dentures move
slightly and because they need to be removed twice a day, the attachments do get loose in time
and need to be replaced every twelve to eighteen months. The dentures also need to be realigned
or refitted every two to four years. This option also requires new dentures need to be made every
six to seven years. The third option involved inserting enough implants to support fix crowns and
bridges, which are fabricated in three or four different sections to replace all the missing teeth in
one jaw. In order to accomplish this, patients will usually require sinus lifting and bone grafts to
allow us to insert at least eight implants in the upper jaw and eight in the lower jaw. In the lower
jaw it may be necessary to reposition the nerve to allow us to insert enough implants in the back
part of the lower mouth. This particular treatment is substantially more expensive in the fixed all-
on-five procedure as noted earlier. It also involves more complex surgical procedures for the sinus
lifting and bone grafting as well as the nerve repositioning. We recommend this treatment for
younger patients between the ages of twenty-five and forty-five, who come to us with more bone
available for the insertion of at least eight implants. Missing teeth can also be replaced with
dentures only without the use of implants. We do not recommend this option as patients find it
difficult to eat and function with dentures. Dentures can float around in the mouth and this
movement can cause gum irritation and pain. Dentures do not have the same biting force as
regular teeth. Patients with lower dentures in particular, find it very difficult to function. 30% of
these patients did not wear their lower dentures at all. An additional 30% have been shown to
wear the denture only when chewing. Whichever option you choose, make sure you are fully
informed and choose what works best for you and your lifestyle. If youre missing teeth or have
problems with your dentures, please call Periodontics for more information and to arrange for
your complimentary consultation. Youll be glad you did.
1.4.1.W h a t i s P e r i o d o n t o l o g y ? ( V , R )
1,
1, periodontium, 2, tooth socket, 3, gums, 4, cementum, 5, bony socket, 6, periodontal ligament,
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2,
1, the study of the specialized system of hard and soft tissues
2, securely attaches the teeth to the jaws, acts as a shock absorber during biting and chewing,
helps to prevent damage to the teeth from excessive forces, maintains the teeth in a stable
position within the jaws
3, tooth is positioned in it
4, holds the tooth in place
1.4.2.Gingivitis, periodontits (R)
2,
Aggressive periodontitis: bone destruction, rapid attachment loss,
Chronic periodontitis: pocket formation, inflammation, recession of the gingiva
Periodontitis as a manifestation of systemic diseases: begins at a young age, respiratory disease,
Necrotizing periodontal disease: HIV infection, necrosis of gingival tissues
1.4.3.What is PROPHY?(L)
1, When they have inflammation of the gums, gingivitis.

2, Plaque and tartar build-up.
3, Plaque build-up mixes with saliva and hardens.
4, a, bone loss, b, tooth loss
5, Step1, general cleaning
Step 2, A rotary machine removes any remaining plaque and polishes the teeth.
Step 3, Floss between the teeth
6, That it is likely to be defective.
1.5.1.Match the words with the definitions and then read the text.(V,R)
1-g,2-c,3-e,4-a, 5-h, 6-i, 7-j, 8-k,9-f, 10,-b, 11, d
1.5.2 Read the following text about what to do before oral surgery. Choose the best heading from
the list for each paragraph. (R)
1, Consult With Your Dentist or Surgeon

2, Make Arrangements for Transportation and Care
3, Eating, Drinking, and Smoking Before Oral Surgery
4, What You Should Wear for Your Oral Surgery and Items to Avoid
5, Plan Your Post Surgical Diet
6, Preparing Your Recovery Space
Unit 2. THE TOOTH

2.1.1. Read the text about human teeth and then finish the sentences below.(R)
1, The function of teeth is cutting and crushing food.

2, The roots can be found in the maxilla or the mandible.
3, Tissues of teeth vary in density and hardness.
4, Humans and other mammals are diphyodonts.
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5, The first set of teeth is called baby/milk/primary/deciduous.
6, Neonatal teeth are teeth visible at birth.
7, Teething is tooth eruption.
2.1.2. Look at the picture below and then match the words with the correct definition (V)
1-g,2-c,3-k, 4-a, 5-f, 6-j, 7-h, 8-b, 9-e, 10,-d, 11-i,
2.1.3. Decide whether the statements are true or false. (R)
1-T, 2-F, 3-T, 4-T, 5-F, 6-T, 7-T, 8-F, 9-F, 10-T
2.1.4. Listen to the video about tooth anatomy. (L)
1, top of the tooth/crown

2, hard, white and shiny
3, softer-harder
4, through a hole at the very end of the root
5, by a tiny elastic strand / periodontal ligament
6, to the neck of the tooth
Tapescript
http://www.youtube.com/watch?v=rDxatqUbkVk
Tooth anatomy
There is much more to a tooth than just the part you can see in a smile. Thats because our gums
hide everything except the top of the tooth, an area called the crown. Because this part of the
tooth grinds up food, its covered with the hardest material in the body. The thin layer of tooth
enamel is the reason our teeth are hard, white and shiny. Underneath the enamel and down into
the roots the tooth is made up of pale yellow dentine. Although its slightly softer than enamel, its
still harder than bone. The middle of every tooth is hollow to make room for blood vessels needed
to keep the tooth alive. This collection of soft tissue is called the pulp and also contains the nerves
that warn us when something is wrong with the tooth. The nerves and blood vessels enter the
tooth through a hole at the very end of the route and travel up through the pulp canal to fill up the
space in the crown called the pulp chamber. Every tooth sits in a socket in the jawbone and is held
in place by a tiny elastic strand called the periodontal ligament. This stretchy connection means
each tooth can move a little when you chew. Above the jawbone the tooth is wrapped in a firm
cuff of gum tissue or gingiva as it is sometimes called. The gum attaches to the nick of a tooth
where the enamel finishes hiding the complex structure below and thats why theres so much
more to a tooth than meets the eye.
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2.1.5. Label the picture and then talk about the different parts of the tooth (S)
2.2.1. Have a look at the diagram and then match the names of teeth with the description. (V)
1-C, 2-A., 3-E, 4-B, 5-D
2.2.2. Read the following text about tooth form and function. (R)
1, are adapted for

2, biting portion
3, delicate tactile sense
4, next to
5, in shape
6, series of
7, bicuspid
8, farthest back
9, variable in
2.2.3. Fill in the table about human dentition (W)
Name of tooth Number Shape Function Other name

Incisor 8 chisel-shaped biting food,
cutting
Canine 4 pointed tearing cuspid
Premolar 8 barrel-shaped chewing, grinding bicuspid
1st, 2nd Molar 8 broad chewing crushing, grinding

surface with
cusps
Third molar 4 broad chewing grinding wisdom tooth
surface with
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cusps
2.3.2. Read about primary and permanent teeth. (R)
1-J Primary teeth are smaller in all dimensions than corresponding permanent teeth.
2-A Primary crowns are wider in the mesial-to-distal dimension compared with crown length than
permanent crowns.
3-E Primary teeth have narrower and longer roots compared to crown length and width in
permanent teeth.
4-G The facial and lingual cervical thirds of the crowns of anterior primary teeth are much more
prominent than those of permanent teeth.
5-I Primary teeth are markedly more constricted at the dentinoenamel junction (DEJ) than
permanent teeth.
6-L The facial and lingual surfaces of primary molars converge occlusally so that the occlusal
surface is much narrower in the faciolingual than the cervical width.
7-H The roots of primary molars are comparatively more slender and longer than the roots of
permanent molars.
8-B The roots of primary molars flare out nearer the cervical area and more at the apex than do the
roots of permanent molars.
9-C The enamel is thinner (approximately 1 mm) on primary teeth than on permanent teeth, and it
has a more consistent depth.
10-K The thickness of the dentin between the pulp chamber and enamel in primary teeth is less
than that in permanent teeth.
11-D The pulp chambers in primary teeth are comparatively larger than those in permanent teeth.
12-F The pulp horns, especially the mesial horns, are higher in primary molars than in permanent
molars.
2.3.3. Complete the following text. Use all the words provided in the table to fill in the gaps.(R)
1-permanent, 2-primary, 3- behind, 4- into, 5- space, 6- lose, 7- gain, 8- both, 9- erupt, 10, roots, 11-
replaced, 12, molars, 13- emerge, 14- front, 15-vary
2.4.1. Listen to Michelle talking about tooth surfaces. After listening to the video fill in the table
below. (L)
mesial surface close to the midline

distal surface far from the midline
occlusal surface chewing surface
lingual surface back part of the tooth, faces the tongue
buccal surface facial surface of the tooth, faces the cheeks
What are the two main reasons for naming the surfaces?
for communication purposes between dentist and assistant
for tracking purposes, where the cavity is
2.4.1. Toothsurfaces
Tapescript
http://www.youtube.com/watch?v=KueN-4Lv69E
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How to Maintain Healthy Teeth: What Are the Surfaces of the Tooth?
Have you ever wondered on how many surfaces there are to a teeth, or youve heard your dentist
to say: yes, the mesial outside of the tooth and you just do not know what hes talking about?
Well, my name is Michelle and Im a dental assistant with Solutionz and Im here to help you
understand the five different surfaces of a teeth. Basically, you have five different surfaces, you
have the first surface is a mesial surface, which is the part of the tooth that is closest to the midline
of your mouth, and the midline is basically its an imaginary line that divides your teeth in halves
and by quarters. So, the mesial surface is the surface thats closest to the midline, the distal surface
is the surface that is the farthest from the midline, so you have to kind of think the distance from
the midline, you have what we call is the collusal surface, which is the chewing surface of the
midline, and then also to the lingual surface, which is the back part of your tooth, and then the
buccal surface, which is the facial, or its also known as the facial surface of your teeth. The main
reasons, well, for listing different surfaces is basically for communication purposes for the doctor
and the assistant, and also for tracking purposes of exactly if you have a cavity, where its located
on the tooth, you might have a small cavity thats like just on the collusal surface of your tooth, so
in that case then all you would need to do is just replace that one surface of the tooth. And same
distance if you have a two-surface cavity filling you know they would say a collusal buccal, which
means the chewing surface and the facial part of your tooth. But once again my name is Michelle,
Im a dental assistant with Solutionz and I just explained to you the five different surfaces of your
teeth.
2.4.4. Read the text about root canals, and match the paragraphs (A-E) with the headings (1-5) (R)
A-3, B-5, C-2, D-1, E-4
2.5.1. Read the text about the different stages of teeth development (R)
1-I, 2-D, 3-F, 4-A, 5-M, 6-L, 7-J, 8-N, 9-B, 10,-K, 11-E, 12-H, 13-G, 14-C
2.5.2. Read the text about tooth development disturbances and then fill in the table.(R)
Name Features Incidence When it occurs

Anodontia complete lack of tooth rare in Hypohidrotic
development ectodermal dysplasia
Hypodontia lack of some tooth one of the most absence of a dental
development common lamina
developmental
abnormalities
Name Where it occurs Cause Description

Hyperdontia extra tooth in the excess of dental development of
mouth, especially in lamina extraneous teeth
the maxilla
Dilaceration on a tooth . cysts or tumors, abnormal bend found
trauma on a tooth
Regional maxilla and anterior unknown these teeth never

odontodysplasia teeth erupt into the mouth,
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have small crowns, are
yellow-brown, and
have irregular shapes
UNIT 3. DENTAL TEAM

3.1.1. Read the text about dental technicians. (R)
1,
1-E, 2-A, 3-B, 4-F, 5-D, 6-C
2,
1-progress, 2- laboratories, 3- specialise, 4- modify, 5- insure, 6- qualified, 7- additional, 8-
independently
3.1.2. Read the text about the job of a dental hygienist. (R)
1,
Personal satisfaction, 2- Prestige, 3- Variety, 4- Creativity, 5- Flexibility, 6- Security
2,
1-A, 2-J, 3-E, 4-H, 5-L,6-C, 7-I, 8-K, 9-B, 10-G, 11-D, 12-M, 13-F, 14-N
3.1.3. Listen to the advertisement about a course for dental nurses (L)
http://www.youtube.com/watch?v=TYqU6LIeWEs
Tapescript
Study Dental Nurse Course Part Time
Dental course. The course will be done as blended learning, which means that you will have several
classroom sessions, mock exam classroom based sessions, all designed to guide you smoothly
towards your examination. The examinations run every May and November. Your classroom
sessions will be taught by a highly qualified and experienced tutor, who has produced excellent
results from students in the past. We offer easy-payment plan options, making the cost of your
course and examination fee more affordable. Our dental nursing courses are structured around
you, the students. We understand that many of you will be working long hard hours in Central
London and have limited time. So, our courses are held at a central location, offering you easy
commute and convenient hours. Dental nurses are now required by law to be registered with the
GDC, General Dental Council, in order to work in England. If youre registered on one of our nursing
courses, you may still work in a dental practice as a trainee. You will see more benefits once you
have passed and registered with the GDC. GDC registered nurses gain increased job satisfaction as
trained professionals as well as a higher salary. Our tutoring staff have worked in dentistry for
many years. Both in surgery and the classroom we want to help you not just with your dental
education but also your future career prospects. Our links with recruitment agencies offer
assistants in finding jobs for qualified Dental Nurses, Hygienists, Dentists and Practice Managers. If
you are interested, speak to a course administrator now on 0207 625 7490 to arrange an
appointment or e-mail us at info@presidencylondon.co.uk.
1-F, 2-F, 3-T, 4-T, 5-T, 6-F, 7-F
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3.2.1. Find a partner and act out the following dialogue about the different parts of a dental unit.
(S)
1-G, 2-K,3-A, 4-E, 5-C, 6-B,7-M, 8-J, 9-H, 10-L, 11-D, 12,-F, 13-I
3.2.2. Re-arrange the lines to get the text about dental handpieces. (R)
This is what is commonly called a "dental drill." Handpieces are air-powered or electronically
powered rotary instruments that are used to cut or polish teeth. A clinic needs both high-speed
handpieces and low-speed handpieces for general dentistry. If the clinic plans to provide oral
surgery services, it will need surgery handpieces. Handpieces are equipped with a wide range of
attachments that are purchased separately. Since handpieces and/or their attachments must be
sterilized after being used, the number needed by a facility is determined by the method they will
use to sterilize them. Faster sterilization requires less handpieces. As a general rule you will need 4
high-speed handpieces per operatory and 4 slow-speed attachments that are used regularly for
each operatory. The exact number will depend on the number of patients treated per hour per
operatory and the handpiece sterilization time of the sterilization equipment you select.
3.2.3. Read the text about a new method in caries diagnosis. (R)
1-C, 2-A, 3-A,4-B, 5-D, 6-C, 7-A, 8-D
3.3.1. Listen to the dental assistant talking about how to set up a dental tray. (L)
http://www.youtube.com/watch?v=iGEhW-ttXoA
Tapescript
Dental Health : How to Set Up a Dental Tray
Are you interested on how to set up a dental tray? Well, my name is Michelle, and Im a dental
assistant with Solutionz and Im gonna show you exactly how to set up a dental tray. Its pretty
easy, first, you will need to assess on exactly what procedures do you that is going to be
performed, uhmmm, and then, you will go ahead and get all of your materials that youll need. In
this case, were gonna to set up the tray for a basic set-up. Uhmmm, its one the standards set-ups
in the dental office. Uhmmm, first, youll need a mask for yourself, uhmmm , then you will need
gloves also, and then, also you will need what we call is the patient bib, and then the bib connector
for the patient. Uhmmm, then, you would then go ahead, you would put on your gloves, put your
mask on, and then you would actually, you wanna make sure that you get a sterilized pack of
instruments. A great way to tell if they are sterilized is because the arrows on-on the above the
pack, uhmmm, they are initially pink before they go through sterilization and then once when they
are, have been sterilized, they actually turn brown. So, therefore, you know that the pack has been
sterilized and its ready to go. You will then open up the instruments and then just kind of take
them out, and then place them on the tray, and a great, easier way to make your job easier in the
long run is actually setting up the instruments in the order that they are going to be performed. So,
nine times out of ten, uhmmm, yourself or the doctor use the mirror first, so you always want to
place that first. Then, he would like to use the explorer to determine if the patient has any cavities,
you place that. And then, this is actually a saliva ejector that you would want to put off to the side,
and then your cotton pick-ups, which that will pick up any, uhmmm, debris, that might be in the
mouth, or any cotton thats in there. You always wanna have what we call is a two by two. This
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will, uhmmm, be able, that way you can wipe the mirror clean of saliva, and then, you wanna have
a suction tip. This will suck out any extra saliva or debris that might be in the patients mouth. But
its pretty easy on how to set up a dental tray. You just need to make sure you have these key
items and then youre ready to go. Once again, my name is Michelle and Im a dental assistant with
Solutionz, and I just explained to you and showed you on how to set up a dental tray.
1, what procedure
2, basic set up
3, mask
4, gloves
5, mask
6, pink
7, brown
8, in the order
9, performed
10, two-by-two
11, wipe the mirror clean
3.3.2. Read the following article about home dental hygiene and complete the tasks. (R)
1-E, 2-H, 3-B, 4-I, 5-F, 6-C, 7-A, 8-D, 9-G
1, bout, 2- employing, 3- particles, 4- latch on, 5- eat away, 6- brushing, 7- dislodges, 8- access
1, It helps you pinpoint spots you may be missing in your daily brushing.
2, Chewable tablets
3, Chewing and spreading the tablets.
4, Where there is excess plaque on the teeth.
5, They might not be able to spot problem areas.
maintains good dental health at home

shows areas you may be missing with routine brushing and flossing
reveals discoloration
shows the presence of some cavities
monitors fillings
shows you the dynamic surfaces and unique ridges of your teeth
4, Tongue scraper
A, C, D, F,
5, Interdental cleaner
B, F,
3.3.4. Read the following text about basic dental instruments. (R)
a, To hold and spread parts of the mouth so you can improve visibility and permit physical access.
b, To hold open the mouth of an uncooperative child or particularly nervous adult patient.
c, To cut into tooth enamel, usually as part of removing tooth decay.
d, The drilling bit.
Problem Instrument
remove calculus scalers, curettes
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pull teeth forceps
used above the gum line scalers
raise teeth elevators
UNIT 4 DENTAL AND PERIODONTAL PROBLEMS

4.1.1. Read the following text about gingivitis and complete the exercises.(R)
A-3, B-6, C-1, D-5, E-2, F-4
1- regardless
2, unavoidable
3, accumulation
4, unattended
5, inflame
6, successfully
Preventing gingivitis
Controlling what you eat Oral hygiene
No artificial ingredients Flossing in the morning and evening
No refined sugar Brushing your teeth properly
Healthy foods Using anti-bacterial toothpaste
Using an anti-bacterial mouthwash
4.1.2 How to deal with gingivitis? (L)
Tapescript
http://www.youtube.com/watch?v=nzn0PivV3pw
How To Deal With Gingivitis
Hi, Im Brian Halvorsen and Im a dentist. Ive been in practice for over thirty-five years and I have
written a book about my principles on holistic dentistry. The book is called great teeth for life.
This video is about gingivitis, or the early signs of gum disease. It is characterized by often swollen,
bleeding gums, which sometimes can be sore. Now, the cause is often and most frequently is
basically no or very little effective brushing. And so, if you do not brush your teeth over a period of
24 hours, it is almost certain that you will have a bit of gingivitis. Now, the contradiction to that is
if you want to actually prevent gingivitis, you need to actually brush those gums, the red and
swollen. So, in the process of brushing, the gum may well bleed more. Do not be afraid. Its not like
trying to ehhh, brush, say a cat, where the more you brush the more it bleeds. Because the
gingivitis was caused by a lack of brushing, so you have to reverse that by actually brushing and
cleaning. That doesnt mean do viciously brush, but if you continually gently brush over a period of
a day, then your quickly, those gums will shrink back to normal, hopefully pink looking gums. If you
find, however, your brushing these areas are bleeding and they do not stop, I think this is a time
when possibly you ought to get the consol, some advice of a dentist, or a hygienist. Now, gingivitis
is, virtually, well, it is the most common disease in the world. Theres very, very few people on this
planet, who do not suffer from some form of gingivitis. And, but it is the early part of gum disease
and therefore it is treatable, and believe it or not, reversible, meaning that the gums may swell up
a little bit, they may bleed, they may be bit sore, but with the right technique you can actually
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reverse this and they can return to health. And so, this is a little bit of advice on how to prevent
and treat gingivitis. Thank you.
1, Swollen, bleeding gums which sometimes can be sore.

2, No, or very little brushing.
3, You need to brush the red and swollen gums.
4, lack of brushing, brushing and cleaning
5, the gums will shrink back to normal pink looking gums
6, common disease
7, treatable and reversable
4.1.3. Read the following text and answer the questions below.(R)
1, There is no loss of bone but there is presence of inflammation and bleeding.

2, mesial, distal, buccal, and lingual
3, Clinical assessment data acquired during a comprehensive periodontal exam.
4, A visual exam, a series of radiographs, probing of the gingiva, determine the extent of current or
past damage to the periodontium and a comprehensive review of the medical and dental histories.
5, Their activity levels are associated with periodontal destruction.
6, Signs of periodontitis.
4.1.5. Write some notes about gingivitis prevention. (W)
Students own answers.
4.2.1. Read the following text about periodontitis and complete the tasks.(R)
1-D.2-A, 3-E, 4-B, 5-
1-F, 2-F, 3-T, 4-F, 5-T, 6-F, 7-F
1,-D, 2-F, 3-A, 4-B, 5-C, 6-E, 7-G
1, firm, 2, puffy, 3, dusky, 4, seek, 5, heredity, 6, nutrition, 7, substance abuse,
1-A, 2-D, 3-B, 4-F, 5,-C, 6-G, 7-E
Type of treatment Name of treatment Procedure

Nonsurgical treatments Scaling removes tartar and bacteria
Root planing smoothes the root surfaces
Antibiotics to help control bacterial
infection
Surgical treatment Flap surgery tiny incisions in your gum so
that a section of gum tissue
can be lifted back
Soft tissue grafts to have some of the damaged
soft tissue reinforced
Bone grafting helps prevent tooth loss by
holding your tooth in place
Guided tissue regeneration special piece of biocompatible
fabric between existing bone
and your tooth
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Enamel matrix derivative applying a special gel to a
application diseased tooth root
4.2.2. Listen to the video about gingival recession and periodontitis.(L)
1,-T , 2-F, 3-T, 4-F, 5-F, 6-F, 7-T, 8-F
4.3.3. Listen to the video about tooth decay. (L)
1 war
2, the same colour as
3, thrive on
4, minerals that replace
5, eaten away, collapses
6, pulp area
7, brush and floss
4.3.5. Read the following text about how to treat tooth decay.(R)
recommend, 2- identify, 3- troubling, 4- reversing, 5- progression, 6- extensive
Fluoride treatments
Fillings
Crowns
Root canals
Tooth extractions
4.4.1. Read the following text about different oral problems. (R)
1-F, 2-C, 3-K, 4-H, 5-I, 6-J, 7-D, 8-A, 9-L, 10-B, 11-E, 12-G
1, promote contribute
2, cure heal
3, asleep dormant
4, transient temporary
5, circumstance condition
6, growth development
7, pills medication
8, lowered reduced
4.4.3. Listen to the video about differences between canker sores and herpes. (L)
Canker sores Herpes

not contagious not that painful
very painful, especially during eating before outbreak tingling or burning feeling
occur inside the mouth very contagious
grey round area with a bright red rim around it occur outside the mouth
go away in a couple of days blisters clustered together
can be treated with topical antibiotics red area but not a sharp rim
over a couple of days they dry
easy to treat with oral medication
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UNIT 5 OCCLUSAL DISORDERS
5.1.1. Read the following text about how to diagnose occlusal diseases. (R)
Pathological occlusal wear and fractures of teeth/restorations

Cervical dentin hypersensitivity (CDH)
Tooth hypermobility
Fremitus
Abfractions
Vertical bone loss or localized bone destruction (secondary to periodontal disease)
Pain and tired facial and masticatory muscles or TMJ pain
5.1.2. Read the following text about CDH. (R)
1-G, 2-D, 3-I, 4-B, 5-A, 6-C, 7-K, 8-E, 9-J, 10-H, 11-F
Pain sharp, localized, brief
Pain after removal of stimulus diminishes, or may remain as a dull ache
Clinical conditions to be considered postrestorative sensitivity, postoperative

sensitivity from bleaching, fractured teeth or
restorations, dental caries, and irreversible
pulpitis
Information acquired will provide a systematic approach for the
management of hypersensitive surfaces
through preventive and restorative therapy
Management begins with prevention and elimination of the
predisposing factors associated with continued
dentinal tubule exposure
Preoperative treatment considerations preventive measures such as uoride therapy,
iontophoresis, brushing with desensitizing
dentifrices, professional application of
potassium oxalate or other tubule occluding
agents, application of dentin adhesives,
occlusal adjustments, dietary instruction,
toothbrushing and oral hygiene instruction,
discontinuation of poor oral habits, and
occlusal guard fabrication
5.1.4. Complete the sentences by rearranging the words below.(W)

Occlusal disease is a destructive process that can result from a bite in which the teeth are not
properly aligned. Forces are applied to the teeth every time they meet. When the teeth are
properly aligned, teeth, muscles, which work the jaw and the jaw joint, are designed to withstand
these forces. But, when bite discrepancies are present this imbalance can cause problems with the
teeth, muscles, jaw joint or a combination of all three. This disease process is the #1 most common
dental disorder and at the same time the most undiagnosed dental disorder.
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If occlusal disease is not treated the problems may slowly get worse over time. Ultimately the
teeth wear out prematurely and may be lost. Muscle and jaw problems can continue to cause
discomfort. The complexity and cost of treatment increases.
If occlusal disease is diagnosed early, progression of the damage can be avoided and treatment can
be much simpler. If treatment is delayed, damage becomes more severe and solutions more
expensive. Treatment can include mild reshaping of the teeth to stabilize the bite, restorations of
worn teeth, orthodontic treatment to better align the teeth or a combination of all three.
The key to preventing occlusal disease begins with a thorough examination and diagnosis.
5.2.1. Listen to the video about occlusal splint therapy. (L)
1, the front teeth

2, idealizes the whole occlusion
3, move the jaw forward
4, you have unstable discs
5, in the front, the anterior teeth
6, clinch if they are determined so
5.2.2. Read the following text about treatment for Temporomandibular Joint Disorder. (R)
1, 6, 3, 7, 4, 8, 2, 5,
Name Procedure Tools

1, Surgery: arthrocentesis cleanses the joint, removes needles, scalpel-like
any tissue adhesions and instrument
repositions the disc in the joint
hinge
2, Surgery: arthroscopy incision at the temple point in endoscope
front of the ear,
3, Surgery: open-joint surgery remove or re-sculpt the scalpel
affected area
5.3.1. Listen to the video about malocclusion. (L)
Tapescript
http://www.youtube.com/watch?v=pO4169-pSYU
Straight Talk - Malocclusion: The latest research and findings
Everyone knows that straight teeth give you a beautiful smile. Did you know that straighter teeth
can also effect your overall health? Crooked or misaligned teeth also known as malocclusion
affects seventy-four percent of American adults. Left untreated, crooked teeth can lead to
periodontal disease and create abnormal amounts of stress on teeth and jaws, which can lead to
premature wear. The effects of crooked teeth can worsen overtime and may adversely affect your
overall health. Common types of misalignment include crowding, spacing, deep bite, open bite,
cross bite, edge to edge bite and excessive overjet. Crooked teeth can affect your bite, creating
unnatural stress and pressure leading to premature wear. Teeth that are subject to excessive
pressure can develop chipping and not just at the gum line. Over time, the excessive force may also
cause flattened or worndown teeth or chipping and fractures at the edges of teeth. Additionally, a
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bad bite may produce improper forces on the jaw joint, that may lead to pain in the jaw, earache
and even headaches. Premature wear can lead to gum recession, poor bone supported the roots,
loose teeth and eventually tooth loss. Teeth that fit together correctly, last longer and are likely to
need less costly dentistry in the future. Crooked teeth can affect your periodontal health. Because
its difficult to remove plaque and bacteria from the crowded areas. Bacteria, that is not properly
removed will multiply and trigger periodontal disease, which begins as gum inflammation, redness
and bleeding brushing and flossing. If left untreated, over time, gum inflammation will progress to
chronic infection, soft tissue damage, receding gums, periodontal pockets, bone loss and
eventually tooth loss. These conditions can lead to painful repair and maintenance in the future,
which could amount to thousands of dollars in expense and countless hours in the dentists chair.
Problems in the oral cavity are best treated in the early stages. Crooked teeth that are left
untreated can trap bacteria that damage gum tissue cells and invade blood vessels. This can cause
damage to cells that line your coronary arteries increasing your risk for heart disease, stroke and
other illness. Correctly position your teeth for proper alignment and function will help prevent
future dental problems and make a significant difference toward a healthy mouth and keeping
your teeth for life. Ask your doctor and hygienist today about invisalign, a series of clear aligners
that are custom made to gradually move and align your teeth. And start on the road to a healthier
you today.
1, periodontal disease, create abnormal stress on teeth and jaws

2, crowding, spacing, deep bite, open bite, crossbite, edge to edge bite, excessive overjet,
3, improper forces on the jaw joint, pain int he jaw, earache, headache,
4, It is difficult to remove plaque and bacteria from the crowded areas.
5, In the early stages.
6, heart disease, stroke
5.3.2. Read the following text about types of malocclusion. (R)
1-Upper protrusion (overjet), 2- Spacing or crowding problems, 3-Misplaced midline, 4- Open bite,
5-Overbite, 6- Underbite, 7- Cross bite, 8- Rotation, 9- Transposition
Position of molars Disorder

Class I. upper and lower molars are teeth are crowding together or
properly positioned have too much space
Class II. lower molars fit the upper molars are positioned toward
molars the throat
Class III. lower molars are far forward jutting jaw and jutting lower
and do not fit into their front teeth
corresponding upper molars
5.3.3. Read the text about malocclusion and answer the questions. (R)
1, When we bite or chew.

2, Teeth are crooked, crowded, or protruding.
3, It can be inherited, but may be acquired.
4, Signs of wear on the chewing surfaces or decay in areas of tight overlap.
5, The patient will bite down on a piece of coated paper between the upper and lower teeth; this
paper will leave colored marks at the points of contact.
6, By controlling habits such as finger or thumb sucking.
5.3.4. Complete the sentences about malocclusion. (W)
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There are several proper answers.
5.4.1. Read the following text about malocclusion. (R)
1-E, 2-G, 3-D, 4-A, 5-B, 6-H, 7-C, 8-F
1-5-2-4-7-3-6
Fixed multibracket braces

brackets are cemented to each tooth
an archwire connects each bracket
train the teeth into proper alignment
Removable devices
non-fixed dental braces
retainers, headgear and palate expanders
hold the teeth in the correct position
Invisalign
removable and invisible
do not impact the aesthetics of the smile
not all patients can use it
5.4.2. Read the following text about the treatment of malocclusion. (R)
1-clearly require, 2- personal choice, 3- less prone to, 4- pros and cons, 5- takes longer than, 6-
indefinite amount of time, 7- treatment contract, 8- pose risks, 9 preexisting
5.4.3. Listen to the video about consequences of malocclusion. (L)
1, the bad alignment of the teeth

2, overlapping teeth and lack of space
3, the harder it is to keep them clean.
4, an exaggerated wear
5, after realignment of the teeth
6, profile, affected
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Keys and transcripts-PART TWO
Unit 1. FINDING A JOB AND GETTING STARTED
1.1. GETTING YOUR CAREER STARTED
1.1.3 What employees are looking for
Key:
2) a degree with a good result
4) motivation
6) knowledge about the firm
7) work experience
Transcript
Im Elise Hunt. I work for ICI as part of the graduate recruitment team. Were here at Imperial
today looking for all sorts of graduates, specifically chemistry and chemical engineering and
mechanical engineering. We look for a 2:1 degree and thats the sort of basics in terms of degree
side of it. In terms of the individuals were looking for, highly motivated people, people that
actually show some interest in our organisation, theyve looked on the website, or theyve read
about us and they actually want to know what its like working for us. We look for work
experience. If its relevant work experience, all the better. We offer summer internships ourselves
as well and thats definitely a benefit to anyone employing.
1.1.4 Starting your career

Key:
1. d 2. a 3. b 4. e 5. f 6. c 7. h 8. g
1.1.5 Steve Jobs

Key:
1-b; opinions or interests are different from each other - visions began to diverge
2-e; have a quarrel with someone - have a falling out
3-d; support a person or a group - side with somebody
4-f; not do something that someone expects you to do - let somebody down
5-g; fail to do something - drop the baton
6-c; make a bad mistake or do something stupid - screw up
7-a; you realise it for the first time - dawn on somebody
1.2 FINDING JOBS USING SOCIAL MEDIA, INTERVIEWS
How to find a graduate job using social media

Key:
a-T b-T c-F d-T e-F
2. Answer these questions!
Key:
Keywords
Use the company pages to research, be the first to share breaking news of new products and
services and let your network know about your passion and interest for a particular industry. You
can also see new jobs and which companies people have joined. As a student you can use LinkedIn
to research companies before an interview, analyse patterns of people who have joined and move
on and begin to generate your own career ideas.
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Your image or how you appear on social media. How you market yourself using various social
media sites.
Universities
Enable you to advance your career
3. Put the words below in the proper place in the text:

Key:
1- aware 2- posts 3- chances 4- employees 5- suitability
6- with 7- current 8- up 9- embarrassing 10- policy
1.2.2 The rules of social recruiting (R)
Key:
to wise up e. to become aware of something you didnt know

to scour i. to search very carefully for something
a backlash l. a sharp, usually delayed, negative reaction to something
a snippet h. a small piece of something
slack b. loose, not very strict
a silver lining c. a positive aspect of something that is generally negative
spin m. very positive, often dishonest, publicity
to get shot down j. to be heavily criticised
assymetry n. inequality
staff morale d. the (positive or negative) feeling among the workforce
to go live k. to make information public
a puff piece a. a text or report designed to promote something
a rant piece g. a text or report expressing anger or complaint
warts-and-all f. totally honest
1.2.3 Should you pay someone to write your CV? (R)

Key:
Why did one of the panellists believe that you should always write your own CV?
a. so that the reader can see how you describe yourself
b. professionally-written CVs look generic and sterile and do not create a good impression with the
reader
According to the author, what three main difficulties do people often encounter when they try to
write a CV?
a. incorrect English,
b. not knowing how to structure a CV
c. not knowing how to best highlight their most relevant strengths.
What benefits can a professional CV writer bring?
a. identify the key achievements and skills necessary for a particular role or sector,
b. cut out unnecessary or irrelevant details,
c. pinpoint what makes the individual stand out.
d. provide objectivity
Why is preparation of the CV important?
Spending time on preparation produces a better result; the CV will be used to create questions at
your interview
Why is it more difficult to find a professional CV writer in the UK than in the USA?
Because in the UK CV writers are not regulated
What should you check before you employ a CV writer?
Sample of the CVs writers work
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PROFESSIONAL NETWORKING AND INTERVIEWS
Creating your linked in profile (1)

Key:
1. memorable 2. shy 3. to be on the radar 4. connectedness
5. engage in 6. lingo 7. diverse 8. unique 9. rich
Key: 1. a 2. c 3. c 4. a 5. b
Creating your LinkedIn profile (3) (S)

Key:
Conferences / Trade Shows / Educational Institutes / Alumni Associations / Social Events / Sports
Events / Clubs / Professional Organizations / Shared Interests
1.3.7 Interviews 2 (S)

Key:
1a. drink coffee
1b. he drank too much coffee
1c. get a job offer
2
a. research the company and the position carefully
b. you need to practice
c. prepare success stories that you can reference during the interview
d. prepare questions to ask the interviewer
e. tailor your entire interview to the company you are interviewing with
3
a. who their competitors are
b. toughest interview questions
c. personal life
d. knowledgeable and enthusiastic
e. companys perfect candidate
1.3.7 Transcript - Jeff and Mike - The interview guys.
JEFF
Hi everyone, I'm Jeff and this is my friend Mike, and together we're known as the Interview Guys.
Today we're enjoying one of our favorite pastimes...enjoying a cup of coffee and talking about Job
Interviews!
MIKE
Jeff, are you sure you didn't have one cup of coffee too many? You seem a little...excited.
JEFF
I am excited Mike. But not because of the coffee! Because A lot of people have been asking us to
share our best
interview tips, so today we've put together a list of our Top 5 favorites! If you can master these 5
tips, you'll be well
on your way to getting a job offer from your next interview.
MIKE
And pay special attention to tip #5, because it's the one tip that's really going to set you apart from
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you competition and get you on offer from your next interview. So what's the first tip on the list
Jeff?
JEFF
Tip #1 is that you really need to research the company and the position carefully. It's important to
know exactly what they do, who their competitors are, and any current events related to the
company. Take some time to study their website, but make sure you also know the job description
inside out.
MIKE
Our second tip is that you need to practice! In other words, it's important that you prepare perfect
answers to some
of the most commonly asked and toughest interview questions. How do you do that? Well hang on
to the end of this video and we'll show you exactly how.
JEFF
Tip #3 is that you need to prepare a few success stories that you can reference during the
interview. What is a success story?
A success story is a story from your past, work or personal life, that highlights an achievement and
reflects one of your strengths.
MIKE
Tip #4 is a very important one. You always need to prepare some questions to ask the interviewer.
Why? Because it shows that you are prepared, knowledgeable and enthusiastic about the job. Not
to mention the fact that it will allow you to learn as much as possible about the company and the
position you are interviewing for.
JEFF
As we said earlier, our final tip is the most important tip on the list. Tip #5 says that you need to
tailor your entire interview to the company you are interviewing with.
Most people walk into the interview room with nowhere near enough knowledge of exactly what
the company or organization is looking for. You need to find out before hand exactly what the
position calls for in an employee as well as exactly what makes up the company's 'perfect
candidate". Once you have this information you can position yourself as that "perfect candidate"
by giving "tailored" interview answers. As we always say: "it's not about you, it's about them"
MIKE
If that sounds like a lot to take in, don't worry! Because we've prepared a special report that
explains Tip #5 completely and outlines exactly how to prepare perfect answers to every interview
question.
JEFF
That's right. We walk you through our proven step-by-step process for giving perfect interview
answers in our hugely popular free special report,
1.4 IN THE OFFICE
1.4.2 Making a good impression

Key:
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Plan what you are going to wear (1)
Get there early (2)
Prepare how to introduce yourself (3)
Remember names (4)
Organize your workspace (5)
Take advantage of your new status to ask good questions (6)
Be a good listener (7)
Be positive (8)
Don't bolt at the end of the day (9)
Dont forget to take a snack with you (not needed)
Be the last to leave (not needed)
1.4.3 Benefits at work 1

Key:
1-b) 2-a) 3-a) 4-b) 5-a) 6-a) 7-a) 8-b)
1.4.5 Codes of practice What to wear 1
Key:
Many workplaces have dress codes, particularly workplaces in industries in which image is highly
valued and workplaces in which employees have regular face-to-face contact (1) with customers. In
a formal business environment (2) the standard of dressing for men and women is a suit, a jacket
and pants or a skirt, or a dress with appropriate accessories (3).
Clothing that reveals too much cleavage, your back, your chest, your feet, your stomach or your
underwear is not appropriate for a place of business. In our work environment (4), clothing should
be pressed and never wrinkled. Torn, dirty, or frayed clothing is unacceptable. Any clothing that
has words, terms, or pictures that may be offensive to other employees is unacceptable.
Certain days can be declared dress down days (5), generally Fridays. On these days, business casual
clothing (6) is allowed. Clothing that has the company logo (7) is encouraged. Sports team,
university, and fashion brand names (8) on clothing are generally acceptable. You might want to
keep a jacket in your office for the days when a client unexpectedly appears on a dress down day,
especially if the client is wearing a suit.
1.4.6 Codes of practice - What to wear 2

Key:
1. allowing 2. unfortunately 3. guide 4. particular
5. fabric 6. message 7. without 8. disciplinary
1.4.7 Codes of practice Privacy issues

Key:
1-b) 2-a) 3-c) 4-a) 5-c) 6-a) 7-c) 8-b)
1.4.8 Encouraging younger staff

Key:
16 to 18 year-olds
no
theory and a lot of case studies
40%
industrial experience, some also have teaching experience
academic staff at the London College of Fashion and managers from Arcadia
to ensure that it is both academically sound and also meeting the needs of the industry
students will be able to fit in seamlessly at whichever level they go into the industry
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1.4.8 Transcript - Encouraging younger staff
LAMB: Well one big employment sector which is determinedly focusing on business potential,
rather than purely academic qualifications, is the fashion industry. Its just founded the Fashion
Retail Academy in London to teach 16 to 18 year-olds the skills theyll need to be effective at work.
The brain child of Retail Phillip Green, a man
incidentally whos made billions without going to university, it opened in the autumn and Julia
Gaimster is the woman in charge. I asked her how the students are taught.
GAIMSTER : They spend about 60% of their time in the academy learning the theory and a lot of
case studies, a lot of role plays. Its very hands on, very focused on the students actively getting
involved and then 40% of the time out in the work place putting into practice what theyve learnt,
working with a mentor.
LAMB: Whos teaching them? Do you have a permanent staff or are you drawing on people from
the industry?
GAIMSTER : Were drawing on people who have industrial experience and some of them have
previous teaching experience as well and were also running master classes. We have people like
creative directors and human resource managers from Arcadia, Burton Group, Top Shop, Wallace,
coming in and working with the students on master classes and thats what has attracted the
majority of them. They would have that opportunity to go into the work place to engage with
senior managers in retail and to really put what theyre learning into practice. Its the practical.
LAMB: Ah, thats interesting. So its the real experience of seeing what the business is like, rather
than the academic end.
GAIMSTER : Yes, absolutely. This is a blue print for the future of vocational education where
industry and education are working really closely together, and the key thing about the curriculum
is that it was developed by academic staff at the London College of Fashion, who are experts in the
area, and managers from Arcadia. So they work very very closely on developing the curriculum to
ensure that its both academically sound and also meeting the needs of the industry.
Unit 2. Mobility, Cultural Diversity, and Business Travel
2.1 WORKING AND STUDYING ABROAD 1 THE ADVANTAGES AND DISADVANTAGES
Understanding Cultural Differences (R)
In order to avoid causing an offense to someone in another business, it is important to be aware of

cultural differences between your societies.
The extent to which the less powerful members of institutions and organizations within a country
expect and accept that power is distributed unequally is called power distance.
Business markets in Asia and South America are identified as emerging markets.
Our world today seems smaller and is called a global village because of improved communications
and transport.
Some examples of non-verbal communications which may be different in other cultures are eye
contact, hand gestures, or work attire.
A hand shake in the Middle East is a sign that negotiations are just beginning.
Businesses today often operate in many countries by using cross-border teams.
Insensitivity can cause serious problems in business because of a violation of cultural norms in that
other culture.
Other factors can help us analyze cultural-based behavior, including whether a society is generally
more comfortable with uncertainty, ambiguity, and nuance.
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Management styles can vary in other cultures based on how that culture perceives that businesses
should be run.
Answers to choose from:
global village
cross-border teams
cultural differences
Insensitivity
emerging markets
management styles
power distance
uncertainty, ambiguity and nuance
hand shake
eye contact, hand gestures or work attire
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Should I Study Abroad? Advantages and Disadvantages
Key
Select a phrase to finish the sentence:
Studying abroad means you will learn the language .

very quickly
almost not at all
a little more quickly
Studying abroad can be

really easy
hard due to culture shock
an experience that requires little adjustment
Financing a study abroad experience

will be no problem
is easy because you can find scholarships
needs to be something you can afford
Living in a new country

will not be much different
can open your eyes to the world
helps us see that everyone does pretty much the same thing
When living in another country

a host family can take care of all your needs
you can pay someone to do your chores
you will have to learn to become self-sufficient
An experience of living abroad

will make you a changed person
is not much different than living at home
will make you less mature as you depend on others
A study experience abroad will give you

a lot of headaches and few memories
many low moments and depression
a lifetime of memories of a special time in your life
To know if studying abroad is right for you

watch television for inspiration
go to google
talk to people who have done it before
My Study Abroad Experience (L)

Key:
Grenoble, France
That out of 30 students, there were 19 different nationalities
Open doors, employers impressed, shows maturity and responsibility
Research available universities
other students who have studied abroad
296
Doing a BA in Business Management
C
A
C
B
My Study Abroad Experience (L)- Transcript
http://www.youtube.com/watch?v=ywaV5NRkFik
Hi my name is Georgia Sanders. Im doing a BA in Business Management with European Study and I
studied in Grenoble, France. My best experience has to be that in a class of 30 there was actually
19 different nationalities which brought so many different cultures, different perspectives. It was
really interesting and Ive never had that before. So that was definitely a highlight.
I think how my year abroad has prepared me for my future career because Ive become more of an
employable person in general. I think not every student can say that theyve been abroad and I
think that really opens doors. And when Ive been on interviews and I said that Ive been on a year
abroad generally the employers has been very impressed and intrigued to know how it went. Uh, I
think when [a] young person can actually live abroad it does show something about how mature
they are and responsible. So I think, yeah, its very beneficial for employability, definitely.
One of my main challenges has to be the difference in work ethic out there and the system of
education which is very different. Uh it worked on the basis of continuous assessment um which
meant a lot of commitment throughout the year. Um and not a lot of outside classroom work so
you have to be very attentive and fully participate during class which actually I found really
benefitted me and I actually worked better with it so it actually worked out to be positive.
The advice Id give people um going on a study abroad year would be um be aware to actually
research the different universities available to you. I did that before and found that hugely
beneficial. Ah also do use the students who have been on a year abroad as a resource because
weve got loads of kind of tricks of the trade and advice that we can give people. Um you know
how to get cheap travel and stuff so I think thats yeah definitely some advice.
2.2 WORKING AND STUDYING ABROAD 2 HOW TO GET THERE
Erasmus University in a nutshell
Key:
A C D F G
Listen to the text again and answer the following questions.
What do we know about the size of the university?
..........one of the biggest universities in the Netherlands
On what is there a strong focus?
.strong focus on the city and international context
What education is Erasmus is about?
297
analysing problems and finding solutions
What do they organize for students?
recruitment days, presentations, workshops, dinners and interviews
What IT facilities are mentioned?

.computers and printing facilities
What feeling does Erasmus give you?
gives the feeling that you are prepared for a great career
Erasmus University in a nutshell - Transcript
YouTube link: http://www.youtube.com/watch?v=Fy1cef5abCQ
The first thing that comes to my mind when I think of Erasmus University: rising to higher
standards and achieving new goals. I think its one of the biggest universities in the Netherlands. It
has strong international fields. Ive been abroad several times and I can honestly say that Erasmus
is one of the best in the world. We have produced a lot of big names, a strong focus on the city and
the international context. Erasmus has this policy which combines the more theoretical aspects
and offers opportunity to apply them on things in daily life. Memorizing books is not learning.
Education at Erasmus is all about analyzing problems and finding solutions. The ranking of the
university is kind of important. And before I chose this university I looked up the world rank and
said well its quite high. When I first came here I noticed straight away that everything is so well
organized. We organized the Erasmus recruitment days so that orientations, workshops, and
interviews will get students into international companies. We are the biggest in the Benelux
countries and companies enjoy coming here. This is really important for Shell. Its a great
opportunity to get into contact with really talented students; and we wouldnt want to miss that.
There is a lot to do for students which means that there are student associations; there are a lot of
social things. This is my study, of course but you can also do sports, make friends, drink coffee and
have lunch. Theres a bar too so you can even have a beer. When the weathers nice you see
people sitting outside enjoying the sun; chatting, studying. There are computers and printing
facilities everywhere. Theres loads to do here. I feel right at home at Erasmus. This is my
university. Erasmus gives you the feeling that youre being prepared for a great career. So, youre
not just having education but youre working on your future.
How to Study Aboard
Key : B, C, E, F, J
Step 1. Conquer your fears and .. (1). Plenty of programs do not require a foreign language.
Worried about (2)? Some overseas courses cost less than your home . (3) Many
schools employ full-time study abroad .. (4) who will help you arrange your trip.
Step 2. Consider your reasons for studying abroad and be honest .Your reason should .. (5)
where you go and what you study.
Step 3. Examine your .. (6) plan. Take your . (7) goals, total .. (8) units into
account.
298
Step 4. The .. (9) Study Abroad Office or International Program Office can provide information
about what is (10).
Step 5. Sort out financial .. (11).
Step 6. Get your . (12) and passports.
Step 7. Many programs have ..... (13) with nonprofit companies and local organisations that will
help you arrange the details.
Step 8. Do further research on your ( 14 )
Step 9. Pack your bags, get your shots and do not try to (15) fruits across the borders.
Key:
1. doubts, 2. costs, 3. tuition, 4. counselors, 5. determine , 6. academic, 7. career, 8. course, 9.

Campus, 10.available, 11. concerns, 12. visas, 13. partnerships, 14. destination, 15. Smuggle
2.2.2 How to Study Abroad

Transcript
YouTube FILE: http://www.youtube.com/watch?v=_5dgTSbNB6Y (Howcast.com)
In the past decade international study has more than doubled in popularity. Sure you can go to
London or Paris but what about places like Africa or the Yucatan. The world is at your fingertips.
You will need flexibility, a desire to learn, a decent GPA, a school that accepts study abroad credits,
and a sense of adventure. Step one: conquer your fears and doubts. Dont speak the native
tongue? Plenty of programs dont require a foreign language. Worried about costs? Some overseas
courses cost less than your home tuition. Many schools employ full-time study abroad councilors
who will help you arrange your trip. Step Two: Consider your reasons for study abroad and be
honest. Whether its about to study foreign parts or to study someplace close to the equator
youre reasons should determine where you go and what you study. Step Three: Examine your
academic plan. Take your career goals, total course units and major course units into account. For
example, will going overseas delay your graduation? Will the credits you get count toward your
major? Step Four: Choose a program. The campus study abroad office or international programs
office can provide information about whats is available. Go with a friend. Youll be less lonely and
perhaps more adventurous. Though if your goal is to practice another language make sure you two
dont speak English the whole time. Step Five: Sort out financial concerns. If you receive financial
aid from your home university ask if any of it can be applied to your study abroad experience.
Remember that most programs will not allow you to work for pay during your time abroad. If your
school runs a study abroad program, consider going on it. Often your tuition will be the same
without room and board. Step Six: Complete the paperwork. This means apply to programs and if
accepted confirm transfer credits and enrollment status and get your visas and passport. Do this as
soon as possible. Step Seven: Decide where you are going to live; a dorm an apartment, with a host
family. Each has advantages or disadvantages in terms of meeting young people assimilating into
the new culture and allowing you personal space. Many programs have partnership with non-
profit companies and local organizations that will help you arrange housing, classes, and other
important details. Step Eight: Do further research on your destination. Do you need to get any
immunizations? Will there be any festivals while youre there? Is there anything special you should
bring? Step Nine: Pack your bags, get your shots, and dont try to smuggle fruits across borders. Did
you know the five most popular destinations for Americans studying abroad are the United
Kingdom, Italy, Spain, France, and Australia in that order.
2.3 TRAVELLING ABROAD ON BUSINESS 1 TIPS FOR TRAVELLERS
Key - A Guide to Business Travel
299
Should we travel just to meet other business people when phones are so good today?
YES. Meeting face to face with clients and colleagues, provides you with the perfect opportunity to
broaden your professional network and forge relationships that go deeper than phone calls and
email
What is the first thing to do when planning to travel?

First, confirm the travel dates and make your reservations as soon as possible
What documents do I need to travel?

Passport and travel insurance, copies of electronic boarding passes and hotel reservations
What kind of clothes are best to pack for travel?

Dark coloured clothing that doesnt wrinkle easily, Ladies, carry a large scarf, shawl or Pashmina,
choose stylish but comfortable shoes. Opt for wedges, flats or shoes with a lower heel.
What security measures can I take at a hotel? Can I think of others?

Avoid using your full name when signing in. Use your initials or sign in as if two people are in the
room. This deters potentially assailants looking to prey on single women. Advise the front desk not
to mention your room number out loud, when other guests are nearby. In the event that you think
someone may have heard it dont be afraid to request a new room. Always leave the Do Not
Disturb sign on the door. This gives the impression that your room is always occupied. Upon
arriving at your hotel room, double check the locks on the windows and doors. If you are unsure of
your room locations, ask security to escort you to your room and avoid wandering the halls
aimlessly.
2.3.2 Seven Tips for Foreign Business Travel
Key:
Multiple Choice Check all that apply:
Business travel involves more than just making travel plans. You also should consider
___ Finding the closest gyms to work out in
X Learning about business practices and social customs of destination
___ Loading up all your favorite video games
When planning your travel itinerary, be sure to
X Leave a copy with your family and colleagues
X Make copies of all your important documents like passport for your family
X Leave an emergency contact list with your travel planner
Some good preparation practices for a trip abroad might be to
X Read books or articles about the country you are visiting
___ Plan your menu in advance so you can have your favorite foods
X Research if it is acceptable to discuss business over meals
Examples of body language and gestures to be careful of include
X Making the OK sign with you thumb and index finger
X Pointing with your finger
___ Speaking slowly
Learning another language is not easy when in another country. You could
X Make a sincere attempt to learn what you can
X Hire a translator
___ Dont travel until you have mastered a language
You should check for any travel advisories in the country you are traveling to. Check for
300
X Government issued travel advisories
X Whether the advisory affects your area of travel
___ What weapons you can take to defend yourself
Check for the kind of insurance you need to protect yourself
X Travel Insurance
X Life Insurance
X Medical Insurance
Select the best ways to stay connected while traveling
X Using Skype from your computer or cell phone
___ Plan on borrowing a phone to make calls
X Texting is always a good option especially in emergencies
TRAVELLING ABROAD ON BUSINESS 2 ORGANIZING TRAVEL
Business Travel Etiquette
Key:
1. True; 2. False; 3. True; 4. Not Stated; 5. True; 6. False; 7. Not Stated;

8. True; 9. False; 10. False; 11. True; 12. Not Stated
Business Travel Etiquette- Transcript
YouTube link: http://www.youtube.com/watch?v=NBGEknzJu_Q (MichaelCzinkota.com)
Etiquette overseas is dramatically important because it really plays to the issue of culture. And
culture is a very determining factor in any negotiations, in any planning, in any execution of
business activities. And therefore, anyone who travels internationally for business and even for
pleasure needs to be aware of cultural imperatives.
In the United States, time for us is terribly important. We preserve it, we save it, we are on time.
Those are very important concepts. But you look at the same thing internationally and people see
time more as an incidental. That if you say youll meet in the afternoon you may say youll meet
around four but that becomes four-ish and may become six-ish quite quickly and nobody is upset
at all because thats just how it is. But getting ready for that and living with that expectation that
not everything will flow as smoothly and as precisely as one may be used to, thats something
difficult. Normality often matters.
In some countries people are addressed in different ways depending on their social status. And
there can be lets say in Spanish speaking areas there can be the tu verses usted. In French
speaking areas the tu verses the vous. In German areas the du versus the ze. And its very
sensitive to decide what form of address to use because if you use the wrong one you may
generate ill-will. And I remember talking to an executive in Europe who told me that for him the
biggest problem was and he was an American executive, when he came to Europe he had to
remember how he was going to address the presidents of his subsidiaries. One was call Wang the
other one was called Doctor Meyer and the next one was called John Miller and he really had to
stick with that. It couldnt be all first name only because it just didnt work that way. But you also
have other formality issues.
For example, I remember going with a group of Americans into a German restaurant and they
didnt have any air conditioning so we all took off our jackets. And our German hosts were
obviously appalled at that. And I tried to make for some easier feelings and I said to the German
co-hosts, Look at the gentlemen over there in the corner theyve all taken off their jackets.
Whereupon he turned to me and asked, What makes you think these are gentlemen? And that
sort of clarity adherence is not necessarily a question of sensitivity its a question of outcome, even
with good sensitivity.
301
Two examples come to mind. One was when president Bush was in Germany at a leader meeting
and chancellor Merkel of Germany obviously looked a little bit exhausted and he stepped up
behind and started giving her a back rub. And that somehow didnt go so well because German
chancellors dont often get back rubs in public. Or other situations where national leaders for
example dont like to be touched by anyone. And even if that touch is to convey empathy and
closeness and friendship theyre still not used to being touched and it shows in their faces.
But weve also had on the positive side again President Bush who in the White House Rose Garden
welcomed some Arab leaders and while they were walking in the Rose Garden they shook hands
and then they held hands for the next ten minutes of walking. Which is not necessarily is not the
most American of behaviors but it clearly demonstrated to the visitors that he had sort of read up
on the culture and tried to do things their way and that was very welcome and was appreciated
internationally.
No really its not just the rules because they can be learned but its really the empathy, the
conveying that I come in friendship that I am here to know you as a person and work with you. Im
not just here to do the transaction and be out of here again.
It does make sense to look at some of these guidebooks. It makes sense to go for example to go to
the US Department of State website which tells you roughly what to do or at least what to avoid.
Theres also, lo and behold, by the Central Intelligence Agency theres a World Fact Book which
summarizes each country economically, politically. And its available to the public, it can even also
be seen on the internet. And it teaches you, sort of, the most important things not to do and the
most important things to keep in mind so that you dont go and provide a gift that you think is very
wonderful and your guest may think is a terrible thing to do because knives or clocks or certain
colors are just not welcome in that society. And so you can avoid some of those mistakes. But of
course, theres also a lot of slack being given to Americans, sort of, Yeah they probably dont
know so we still get the benefit of the doubt.
Corporate Travel Management from FCM

Key:
1.C; 2.B; 3.B; 4.C; 5.C; 6.C; 7.D; 8.A; 9.D; 10.C; 11.C;
Corporate Travel Management from FCM - Transcript
YouTube link: Link: http://www.youtube.com/watch?v=eqnF-4V4j24
Ultimately, getting better corporate travel ideas is all about working with people who can ask the
right questions. At FCM our people are empowered to think expansively about the products and
services we offer our clients. These are experienced travel professionals who are encouraged to
challenge the status quo to help your business achieve outstanding results. People who are never
afraid to ask one simple question; FCM Travel Solutions.
FCM is a young and vibrant travel management company. Were represented in 75 countries
around the world. Being part of FCM means you to have [a] world of opportunities. Whether you
are a small company or a large multi-national we give you the same amount of attention and work
very, very hard to deliver the savings that are so important to you. Were not a transactional based
business; were very relationship based business and so thats the key to our business model.
We do not do one-size-fits-all. We do the service that you require on a local, multinational, or even
global level. We believe in face-to-face contact with our customers and we dont hide behind
emails, we do pick up the phone. Youre never ever in a call center environment. Youre always
talking to somebody who knows and understands your business and understands your needs from
a corporate travel point of view.
Our consultants are the best trained in the world. We are focused, we deliver outstanding services
and thats proven by our level of retention of our existing customers. Were not just a booking
service for corporate travel; actually people sitting side-by-side helping companies manage their
302
travel to get the outcomes they want. We offer more personable more flexible solutions that give
our customers the greatest savings. Why wouldnt they want to do business with FCM? See whats
possible when you blend fresh thinking with global negotiating strength and cutting edge travel
management. FCM Travel Solutions.
UNIT 3. DEVELOPING YOUR CAREER
3.1 TRAINING FOR WORK
3.1.1 The labour market of the future 2 (L)

Key:
1. a
2. c
3. d
4. a
3.1.1 The labour market of the future 2 (L) Transcript
The answer to finding the best talent is really its like in China, weve set up an advertising school
in Shanghai in order to find the best young talent in the country to come into our industry but its
about trawling the good schoolsdesign schools as well as business schools, film schools,
entertainment schools, schools of all types, finding the best people. Incentivising them means, not
just financially incentivising them, but qualitatively, with training programmes, that sort of thing.
What most people prize most highly is the ability to develop their careers in the context of the jobs
they have, and providing an environment which challenges them geographically, or functionally,
and gives them an opportunity to develop their careers; so this is the biggest issue, because you
actually look at the supply of talent you know we can produce all the things in the world that we
need to produce in terms of manufacturing and distribution. What we cant do is produce more
people, because if you look at the demographics its against us. Theres a war for talent now in
five, ten or fifteen years time its gonna be even more significant because the supply of people,
birthrates, are basically declining in all countries of the world, so age there will be an ageing of
the population in even the most youthful countries that at the moment we think have the best
demographics.
3.1.2 Its never too late to learn
1. e 2. a 3. g 4. h 5. b 6. c 7. f 8. d
303
3.1.3 E-learning (L)
Key
1. telecommunications companies
2. Silicon Valley California
3. knowledge is doubling every two years
4. to become an expert
5. a way to learn from one another
3.1.3 E-learning (L) Transcript
I. It's no coincidence that some of the early adopters of internet-based teaching and learning are
telecommunications companies such as British Telecomm. Another example comes from the
American computer giant Sun Microsystems, now undergoing big change at the same time as it's
merging with the database giant Oracle, a near neighbour in Silicon Valley, California. Sun is taking
this new system of learning very seriously, says Cary Williard, the company's chief learning office.
CW. There are some special challenges that are present now that haven't been present before. The
University of California, Berkley did a study and found that knowledge is doubling every two years.
There are numerous studies that have shown that it takes ten years to become an expert, but you
can't possibly keep on top of everything. So somehow we have to create a way to learn from one
another what's the most important. I can hardly make my way to my bed because of all of these
stacks of books I really do need to read and I('m) just fall further and further behind. I think we
all have that experience, so the need to be able to learn from one another is so much more intense
now because of how much knowledge there is out there to sort through.
I. We have to create a way to learn from one another, says Cary Williard at Sun Microsystems.
3.1.4 Addressing Weaknesses (R)
Key:
1. b 2. a 3. c 4. b
3.1.5 What is e-learning? (L)
1998
applying
original
promoters
noise
drive
compliance
certification
technology
leadership development
sell
communicate
oriented
email and their regular work
304
2 billion
from other people
social networking
online communities
3.1.5 What is e-learning? (L) Transcript
I. And that's the disruptive part of this new electronic learning process of teaching and training.
Listen to the training and talent management consultant, Josh Bercin.
JB. E-learning is a word that started around 1998, and it was originally the concept of applying the
internet to physical training, so the original concept was We're gonna do away with the
classroom, we're gonna do away with bricks and mortar universities and we're gonna put it all on
the web, and in fact Cisco and other promoters of the internet really tried to make a lot of noise
about this to try to drive demand for the internet, and companies tried to do that and they tried to
shut down their classroom training universities tried to put all their professors on line and
what they found was that it didn't work. Some content worked really well on the internet and
some didn't. The internet turned out to be very good for compliance training, certification on a
process, or perhaps a technology training; it didn't turn out to be very good for soft skills like
leadership development, how to sell, how to communicate, some of the more people-oriented
skills in companies.
I. Of course one of the main advantages of transferring training to the employee's computer, to be
used as and when he or she has the time and inclination to learn something, is that this reflects the
new attention span of the internet generation. Josh Bercin again.
JB: The average employee shifts back and forth between their email and their regular work 70
times in a single day, so we're already committed to the computer! There's 2 billion cell phones in
the world, something like that, probably the equivalent number of PCs. Everybody has access to
information everywhere all the time, and we're trying to make sense of it all. And so in a
corporate setting what's really the next set of challenges is not putting more information online,
but trying to find some context for it all, and also recognising the fact that people don't learn from
content, they learn from other people, so when you have a training problem or a transformation
problem inside of a business and you're trying to get people to move in a new direction, or take on
a new role, you can't always teach them how to do that, they have to learn it from the other
people in that organisation. And so the tools like social networking and the concepts of online
communities have become very, very important parts of corporate training now, and that's really
what's new.
I. Josh Bercin of Bercin Associates, based in Oakland, the other side of San Francisco Bay from San
Francisco.
3.2 MANAGEMENT
3.2.1 What do managers do?
Key:
1. h, 2. f, 3. e, 4. c, 5. g, 6. b, 7. a, 8. d
305
3.2.5 Motivating staff financially (V)
Key:
incentive
commission
salary
earning potential
fringe benefits
cost-of-living allowance
deducted
rate
bonus
golden handshake
3.2.6 How to manage your staff (L)

Key:
700
85%
a. yes, b. no, c. no, d. no, e. yes, f. yes, g. yes
a. 900, b. Florida, c. respect, d. abilities
the mid 1990s
development
valued (properly)
involved (in the business)
maternity
twice a year
not right / wrong / missing
trust
3.2.6 How to manage your staff (L) Transcript
LAMB: Many staff satisfaction surveys may make dismal reading for bosses but there are
exceptions. Workers at a jewelry store chain called Beaverbrooks have helped vote the company
the best retailer to work for in Britain in the annual Sunday Times Best Companies List.
Beaverbrooks employs around 700 people in 55 shops and an impressive 85% of the staff said they
believe their manager not only cares how satisfied they are in the job, but also regularly expresses
appreciation for the good work they do. So what is Beaverbrooks doing right? Mike Johnson has
been investigating and his report starts with answers to that question from staff behind the
counter at the companys Blackpool store.
LADY: Theres no hierarchy here at all. You can go to anybody and still feel valued and have your
point listened to.
LADY: I used to work for a supermarket and theres no way that I could have gone up to the store
manager of that place and given him like an idea about something or felt like I could have a
conversation with him or anything.
JOHNSON: Why was that, were they too intimidating?
LADY: Yea, they used to put the fear of God into you for some reason. Theyd walk past and youd
feel like you were being watched by some evil evil bloke. But Mark has been here a few times.
JOHNSON: Thats the managing director?
306
LADY: Yea. He puts you at ease.
JOHNSON: Do they pay shed-loads of money?
LADY: No not at all. Its the atmosphere thats definitely kept me here anyway.
LADY: I wouldnt have any problems with phoning up anybody that I needed to speak to regarding
any issues that I had or any suggestions that I had. I would feel happy that it wouldnt be just
something that was pushed aside.
JOHNSON: Would you really feel okay about sending an email say, or a letter to the managing
director of the company?
LADY: I wouldnt think twice about it.
JOHNSON: You wouldnt think twice about it?
LADY: No. No not at all, Id feel very comfortable.
ADDLESTONE: This letter just came to me today, funnily enough. This is from Karen and shes a
sales assistant in our store in Bluewater.
JOHNSON: Rare indeed is the company where the managing director starts his day by opening fan
mail from the staff. Welcome to the weird and wonderful world of Beaverbrooks boss, Mark
Addleston.
ADDLESTONE: Dear Mark. Just wanted to say a huge, huge thank you to you and the company for
giving me the most amazing feeling this morning. I shall explain, and she goes on to talk about
how over the year shes actually accumulated 900 in bonuses and shes going to take her children
and her husband to Florida for a holiday. But then she just finishes off by saying, how lucky am I?
A job I enjoy, colleagues throughout the company who have the utmost respect for each other and
a recognition of my abilities which gives me the chance to feel this good. Thank you. I mean, Its
just lovely.
JOHNSON: In many an organisation Karen from Bluewater might also be seen as lobbying for an
award of her own. Company Creep of the Year. Here though her letter does seem to be a genuine
expression of gratitude, not just for the bonuses shes earned, also for the spirit in which her
company is run. But it wasnt always like this. Though Beaverbrooks was established back in 1920
it wasnt until the mid-1990s that it seriously began to seek the opinion of its staff.
ADDLESTONE: I started a series of focus groups when I went round the branches round the country
asking the question, whats good, whats not good? And some of the staff, I have to say when I got
back, made me very, very uncomfortable.
JOHNSON: Like what?
ADDLESTONE: Well like the lack of development that they were receiving, like the fact that they
felt not valued properly, all sorts of stuff. But all came back down to one thing, it came back down
to the fact that they didnt feel involved in the business and that was a real wake-up call and it did
hurt at the time.
JOHNSON: Stung into action, he launched a flurry of new initiatives. Everyone was encouraged to
contact him direct with views and ideas. One recent example from the shop floor was an improved
package of maternity benefits, important for a company where almost 85% of staff are women.
These days Mark Addleston visits every store personally at least twice a year, trying to foster an
atmosphere where people feel comfortable talking to him. One visit revealed a serious case of
bullying by the shop manager.
ADDLESTONE: Fortunately, I had a sufficiently good relationship with the team where one or two
of them felt comfortable enough with me to be able to tell me what was actually happening. You
know when you ask somebody a question and you say, how are things and they say, fine and
you look into their face and you know that theres something not right, theres something missing.
Its at that point that you have to delve more deeply. I believe our people trust us, I believe our
people trust me.
3.2.7 Motivating staff (R)
307
Key:
a fair, living wage

more than money (money, personal time and attention)
it inspires motivation
you feel you are part of a chosen/popular group of people
education and training; career paths; team participation; succession planning; cross-training; field
trips to successful workplaces
ask your employees what they want from work
3.3 WORKING CULTURE, RULES AND REGULATIONS
3.3.1 Working Conditions (V)
Key:
maternity
holiday
contract
sick pay
flexitime
morale
turnover
colleagues
security
personnel
3.3.2 Key Functions of an HR Department (R)
Key:
1. b 2. b 3. b 4. b 5. a 6. a 7. a 8. c
9. c 10. c 11. c 12. a 13. a 14. c 15. c
3.3.3 Saying things delicately (S)

Key.
1. e 2. i 3. a 4. g 5. h 6. c 7. b 8. d 9. f
You said the office was ready. We understood the office would be ready
We're unhappy about it. Im sorry but were not very happy about it
That's a bad idea. That might not be a very good idea
It will be very inconvenient. Im afraid that might not be very convenient
We can't accept your application. Unfortunately we are / would be unable to accept your
publication
We want a bigger pay rise. We were hoping for a bigger pay rise
These shoes are very expensive. These shoes seem rather expensive
There will be a delay. Im afraid there might be a slight delay
3.4 PERSONAL DEVELOPMENT
3.4.1 Personal development an introduction (R)
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Key:
Introduction: F,
1: A, E
2: C, H
3: B
4: G, I
UNIT 4. New technology, office skills and the customer
4.1 INFORMATION TECHNOLOGY AT WORK
Todays Most Desired Information Technology Skills
Key:
Match the description below with each of these 10 IT skills:

Technical Support _f___
Application Development and Programming __c__
Security and Risk Management _a___
Network Administration _e___
Project Management: _j___
Business Intelligence _g___
Unified Communications _h___
Mobile Devices/Applications __b__
Data Center __i__
Social Media __d__
4.1.3 Workplace of the future - What is IT (L)
http://www.youtube.com/watch?v=vNsXOQU1ORY
After listening to the presentation, please answer the following true and false questions.
Key:
1. T 2. F 3. F 4. F 5. T 6. T 7. F 8. T
4.1.3 Workplace of the future - What is IT (L) - Transcript
You Tube video (4 minutes) http://www.youtube.com/watch?v=vNsXOQU1ORY
The workplace of the future really is here to address how technology is now the backbone of all
business. The 21st Century belongs to the knowledge worker and the nature of work is changing.
So the idea is you can be productive you can work anywhere anytime without physically having to
be in the office.
We had a 13 story vertical building where everyone had their own space, everyone had basically
their own floor. It did just not reflect the culture of our institution worldwide where we wanted to
go. The 21st Century model for knowledge worker is very much team based and people need spaces
to gather to socialize to network as well as to really get the work done. The space is not designed
around a location for every employee; the space is designed to accelerate our work.
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The workplace of the future as a workplace strategy is not for every single company and so
organizations really need to take a look at operationally and culturally as well as the industry that
theyre in; whether or not it is appropriate to go down this path.
By having the right collaborative environment it tells our clients that were committed to the
people that work here which means that the clients gonna get that experience.
One of the first questions people ask is well where do I put all my stuff? Many of our clients
ourselves included is evolving more toward electronic documentation having less paper, less
binder spaces. And how many of us, you know, still have binders from, you know, like, 1986 thats
sitting on the shelf collecting dust, right?
A lot of what the work place of the futures about is taking that space that used to be personal
private space and giving it over to a more collaborative and public location.
Employees do not have an assigned work station; when they come into work, they find a space
that is appropriate for what theyre doing for that day.
When you have individuals give up their I space so they have more powerful we space
generally people feel like they have more space here than they did in a facility that had more than
twice the square footage.
We really werent sure what the impact to the employee was going to be and just in the first two
or three weeks, everybody just started settling right in and its turned out that, ah, we do have a
very open and collaborative environment. People dont even use the private spaces that much
because theyre so comfortable just working together. It is a recruitment and retention tool.
Multiple generations now are occupying the work place and everyones agenda and expectations
are so different that youre workplace in a sense also become a way that you can recruit and retain
your employees. This is fundamental to the future of our organization and puts us in a competitive
advantage to execute on our mission and attract the talent that we need. The static nature of the
real estate combine with the dynamic nature of technological evolution is that dichotomy that we
need to deal with in designing the workplace of the future. So youre not actually decreasing the
office size as much as re-appropriating and giving it a new balance.
4.2 CUSTOMER SERVICE
4.2.1 Ten Ways to Create a Customer-Centric Culture (R)
Key:
1-B, 2-E, 3-H, 4-D, 5-I, 6-A, 7-G, 8-J, 9-C, 10-F
Letters of Complaint (R)
Key:
1. DO, 2. DO, 3. DONT, 4. DO,

5. DONT, 6. DO, 7. DONT, 8. DO
4.2.3 Writing a Letter of Complaint 1 (W)
Dear Mrs. Boswell,

I wish to draw your attention to an issue we have with a recent order from yourselves (ref no.
84ED32QP). Not only was the delivery four days later than agreed, but when we tried to use the
components, we found that 40% of them were damaged and basically useless.
As is normal, I spoke to your Customer Service Manager, Paul Simon on this matter. I expected that
you would replace the damaged components, but this has not been the case. When I last spoke to
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Paul, last week, he informed me that the components were undamaged when delivered to us and
that it was our fault. To make matters worse, he has still not replied to an email I sent to him on
Monday. Not very good customer service.
As you are aware, we have been a customer of your company for over 5 years. The damaged
components are severely impacting our production at the moment. We have orders which we can
not send because of this problem with the components.
Although, I appreciate that you are all very busy. I believe that I am entitled to an explanation why
Peter Taylor has not answered my email, and is refusing to replace the components.
Unless this issue is resolved promptly, then unfortunately, we will be forced to take further action.
I expect an email from yourself by 5pm today at the latest, to inform me how you are going to
resolve this issue.
Yours sincerely,
Robert Miles
Production Director
4.3 MEETINGS
Key:
1. F 2. L 3. C 4. A 5. G 6. H
7. D 8. I 9. E 10. K 11. J 12. B
a group or individual creativity technique to gathering a list of ideas spontaneously:

_brainstorming__
person that measures the passage of time _timekeeper__
a short break __breather________
points to be discussed; list of topics __agenda___
To commit or entrust to another: delegate___
4.3.3 How to Be the Chair of a Meeting (L)
http://www.youtube.com/watch?v=CnZBwyFcWkk
Key:
What is the symbol of being a good chair?

Pilot
What experience did she have in connection with it?
When on a plane to Amsterdam the pilots voice was high and shaky yet she was looking for
confidence in the pilot.
How should you use your voice?
Low and slow to seem in control
What body language should you use? Why?
Sit up in seat, squarely with shoulders relaxed, no slouching
What techniques can bring everybody in?
Have a clear structure with time table and listen carefully to everyone to bring them in.
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What trick could help you to sound firm and authoritative?
Turn your palm down so your voice is low and slow
4.3.3 How to Be the Chair of a Meeting (L) - Transcript
You Tube Video presentation: http://www.youtube.com/watch?v=CnZBwyFcWkk
How to chair a meeting
Hello Im Caroline Goyder. Im a voice coach, public speaker and the author of Star Qualities. And
were here today in the Piccadilly Theater because Im going to be passing on some top tips for
confidence, speaking well, and making a really great impression.
How to chair a meeting:
As a voice coach this is something a get asked about a lot because for most people chairing a
meeting is, frankly, a little bit terrifying. The good news is that actually anybody can learn to chair
a meeting. What youve got to do is remember that when youre chairing a meeting basically
youre the pilot of the plane. Now what I mean by that is that I got on a plane quite recently to
Amsterdam and it was very early in the morning and as I sat on the plane I heard the pilots voice
come over the intercom. And it sounded a little bit high, it sounded a little bit shaky, and, frankly, I
was terrified because when Im on a plane I want the pilots voice to be low and slow. And I want
the pilot to sound like theyre completely in control. And this pilot wasnt; they sounded more like
the air steward. Now when youre chairing a meeting you basically have to be the pilot of the
plane. So John Wayne, the actor, had the advice is that you have to talk low, talk slow, dont say
too much. And that really is the essential to chairing a meeting.
You have to sit up well to make that work; you need to sit back in your chair, you need to get your
seat bones and your tail bone glued down in your chair so that you can sit upright and look
relaxed. You need to have a long straight spine no slouching. It looks far too informal. And you
need to have your shoulders relaxed so that you seem in control.
You also need to be really structured; you need to have a clear agenda and you need to know
exactly what youre gonna say and in what order. Youve got to keep a good control of time, to
know exactly how long each sections gonna take, and you need to make sure that you really bring
everybody in. So that means that you have to be able to listen and really pay attention. And thats
another reason to make sure that your structure is clear.
The last thing to think about when youre chairing a meeting is how your voice is. You want your
voice not to be too high; you want your voice to be in your gut because that gives you a more
athoritivistic (sic) tone. And Im going to give you a really good trick to help you with that. If you
turn your palms up and say the days of the week, were gonna do it; Monday, Tuesday Wednesday
Thursday, Friday, Saturday, Sunday that makes you sound approachable and warm. Its more like
an air steward. If you turn your palms down instantly Monday, Tuesday, Wednesday, Thursday,
Friday, Saturday, Sunday your voice is lower and its more authoritative.
So I would say if you want to be chairing a meeting be the pilot of the plane and make sure that
your palms are down and your voice is nice and low and slow. So thats how to chair a meeting.
4.4 PRESENTATIONS
4.4.1 10 Tips for a Good Presentation (R)
1. keep in the back of your mind

2. signposts
3. raise awareness
4. strengths and weaknesses
5. address
6. cue cards
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7. remote
8. overload
9. in their shoes
10. catch us off guard
4.4.2 Structuring a presentation (R)
1. What is important now is c. that you can see the difference

2. Id like to highlight f. the decline in public services
3. The authors wanted to point out d. the main factors influencing public opinion.
4. In this talk I wanted to present j. a theory which is likely to be controversial
5. It would be particularly useful h. to turn to renewable energy sources
6. Seldom has there been a. such a crisis in fossil fuels.
7. The emergence of the infection e. was directly linked to the migration of birds
8. We compared two offers l. and found the one totally unacceptable.
9. The project was abandoned because of g. environmental implications
10. The city was a place of b. great significance at that time.
Unit 5. THE SOCIAL AND ENVIRONMENTAL ASPECTS OF WORK
5.1 HEALTH AND ILLNESS AT WORK
5.1.2 Coping with stress (R)

Key:
1. The writer thought that he had been stressed. (F)
2. His bosses put a lot of pressure on him. (F)
3. His health declined in a short period of time. (T)
4. He was uncertain about himself. (F)
5. Stress meant to him not being able to sleep at night. (T)
6. Internal stress influences your health in a negative way. (T)

Key:
1. C 2. D 3. C 4. A 5. D 6. B
5.1.3 Illness at work 1 (L) - Trnscript
PD: Now this week, the producer, Caroline Bailey and I have been hearing a lot about illness at
work and how a rather neglected subject could be important for all of us.
Warehouseman Carl Lightbaum began having problems with his shoulder just a few weeks after
starting a new job. Muscular pain affects large numbers of working people and it could have led to
months off work.
CL: The easy option would have been for me to go home and spend weeks, months on 'the sick'
and then hope I've got a job when I come back. Obviously I was on agency operation at the time,
at which point then if I hadn't've got a job to come back to I might still have been out of work now.
PD: Carl Lightbaum soldiered on for a bit but the pain got worse and then he was put in touch with
a new scheme, backed by the British Government, called 'Leicestershire Fit for Work'. Seven pilot
projects in various parts of Britain have been testing a new free occupational health service that's
going to be rolled out nationwide soon. It's linked to, but quite separate from, the National Health
service, the NHS, which has provided free health care to people in Britain for the past 65 years. The
313
plan for the new service is that all employees who've been off sick for a few weeks will be referred
to the scheme by their own NHS doctor, the GP General Practitioner as they're called in Britain.
The idea is that it'll help them and their employer manage their return to work as quickly as
possible. Here's how Carl Lightbaum experienced it:
CL: came to work one day, picked up one box to many and just couldn't bear to lift my arm the
pain got that bad. Went back to the doctor, pleading for some help, and the doctor at this point
told me it might take months to actuall get me back in work, because the NHS physio appointment
was something like six weeks down the line, at which point he gave me a number for the Fit for
Work Scheme in Leicester. (So I) gave them a call and literally the very next day I had a meeting in
the Fit for Work offices in Leicester city centre and 24 hours after that I was receiving my first
session of physiotherapy. By the time my first NHS appointment was scheduled in for I'd actually
managed to fit in four sessions of Fit for Work-funded physiotherapy, which meant the months the
GP was predicting off turned into a little under four weeks
PD: And that was the one specific thing Fit for Work did for you, or were there other things as well?
CL: They also asked me if I needed any advice obviously while I was off. So basically they were
there to support me while I was out.
PD: And to get you back to work?
CL: Yeah, and most importantly they got me back into work.
PD: Carl Lightbaum works for a telecomms components firm called North Supply. His boss, Julie
Potts, says the new Fit for Work programme made a huge difference to Carl's chances of keeping
his job there.
JP: I'm not sure, if Carl had only had the support of the NHS, if the truth be told, whether he would
still be employed. But of course, with the Fit for Work it made it quick and easy, and very effective
and gave Carl the speed and the confidence to keep the communication going with us and the
psychological boost of thinking Yes, well OK, I'm still part of the team, even though I'm at home
having physiotherapy.
Key:
1. Director
2. Founding President
3. working population
4. 2 per cent
5. half
6. 44 milion
7. 240 billion euros
8. productivity
9. payments
10. income
5.1.4 Illness at work 2 (L) - Transcript
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PD: Different countries deal with illness at work in different ways, reflecting different societies and
various ways of running health care. In London, Steven Bevan has an international perspective on
the impact illness has on working life. He's Director of the Centre for Workforce Effectiveness at
the independent thinktank, The Work Foundation. He's also founding president of the Fit for Work
Europe Coalition. It's a project examining the huge incidence of muscular-skeletal conditions such
as back pain in the European working population. Their impact is huge, says Steven Bevan,
economically, socially, psychologically.
SB: About two per cent of European GDP is just lost through musculo-skeletal conditions. It's
almost half of all sickness absence from work in Europe, it affects about 44 million workers in
Europe and costs the European Union about 240 billion Euros a year. It's lost productivity at work,
it's increased welfare payments for those people who are not able to work; it's also lost income
tax, and indeed one of the knock-on implications of that is on personal income, so individuals and
their families suffer as well.

Key:
1. What was Carol Black's previous job?

hospital specialist and professor
2. What is ruined by illness at work?

self worth and dignity
3. What do so many people not receive at the right time?

help
4. What do many people find it impossible to do?

return to work
5. How many people collect a sick note in the UK each year?

11 million
6. What other problems might be a reason for being too ill to work?
a. you don't like the place you work
b. you don't like your line manager
c. you may have debt problems
d. you may have family / carer problems
5.1.5 Illness at work 3 (L) - Transcript
More later on occupational health worldwide. But first, let's zoom in on the changes Britain is
making to the way employees and employers cope with illness. The guidance and advice service
being tried out in Leicester that we heard about at the start of this programme has been devised as
a result of two reports written by an influential former top British hospital specialist and professor,
Dame Carol Black. Carol Black told me that as well as the huge sums of money illness at work costs
the country in lost production and benefits payments, it also has profound human effects.
315
CB: It wastes human life, it ruins people's sense of self worth, dignity. It's bad for families, bad for
the economy and bad for the community. The problem is that too many people who could be in
the labour market, who could be in work, drop out of the labour market. They don't receive the
help they require at the right time; they're allowed to collect too many medical certificates and
they move towards our benefits system, often into a health-related benefit and find it almost
impossible to return to work.
PD: But 'too many', how objective is that 'too many'?
CB: Well, in terms of numbers about 11 million people each year are collecting a medical
certificate, of which one million then move into this, what I'll call a 'danger zone', where they could
easily drift into our benefits system. Of that number, about 300,000 each year take that journey
and find it very difficult to return.
PD: (Is) that a psychological thing?
CB: It is a mixture. It's a bio-psycho-social problem. So, you may experience, let's say, some back
pain, but often associated with that and behind it will be the fact that you don't like the place you
work, you don't like your line manager, you may have debt problems, you may have family
problems, you may have carer problems. All of this will come together and you may feel it better
not to be in work, indeed you may not be able to cope with going to work; so we have medicalised,
to a very large degree, what for many people is something else, and they have problems, but we
don't solve those problems early enough. Beyond four weeks, for every week that you do not
receive attention, support, encouragement you will move in the wrong direction, and if you've
been out of work for twenty weeks then you have a very low chance of returning to your own job.
That chance may be no more than 25%.
5.2 ENVIRONMENTAL ISSUES AT WORK
5.2.1. Health and Safety at Work (V)

Key:
1) B 2) C 3) A 4) D 5) D 6) B
7) A 8) C 9) D 10) A 11) B 12) C
5.2.2. Ergonomics (R)

Key:
1) Ergonomic problems and overexertion.
2) In manufacturing, office, service etc.
3) Because they can become chronic.
4) Many things: that employees at computer workstations sit at a height that allows their legs to
reach the ground, they should have a wrist rest, and not need to crane their neck, eyes, or back in
the extreme, it's important to have lumbar support etc.
5) By using a cushion.
6) The main reason of ergonomic injuries is not necessarily old furniture.
7) By providing headphones or earplugs.
8) Improper documentation.
5.2.3 Ergonomics at work (L)

Key:
316
1) to improve
2) discomfort
3) efficient
4) 90 degree angle
5) shoulders
6) wrist
7) demand
8) riser
9) directly
10) hand-free telephone headset
11) periodically
5.2.3 Ergonomics at work (L) - Transcript

Tired of straining your neck staring at that computer monitor? Does your back ache at work? Are
sore wrists ruining your day? Then you need SORM Ergonomic Guide to Office Comfort and Safety.
Ergonomics is a science of designing the workplace to improve productivity and safety by removing
factors causing pain and discomfort. Ergonomics forces the workplace to fit you, rather than
forcing you to fit the workplace.
The office is a dangerous spot. One of the most hazardous places in it is your workstation.
Does your workstation look like this? A clutter workstation is not ergonomically friendly. Items
that you use often should be placed within your reach on your workstation and things that you use
less often should be placed out of your way. Regardless of how you use your workstation, the
bottom line is that you need to set up your desk so youre comfortable and efficient.
Your chair is often the most adjustable component in your workplace, so you need to know how to
use it correctly to support your body. Try out all those levers and numbs on your chair to see what
they do. A good workstation setup begins with your chair and knowing how to use it. First, sit in
your chair and push yourself back into the spot where the seat meets the backrest. Adjust your
chair height, so these are hip level or slightly below with feet firmly on the floor. Have your knees
at about a ninety degree angle with adequate clearance behind them. If possible, adjust the tilt of
the backrest to support your body in an upright position. If your chair does not support your lower
back, then add a back support cushion to provide better support for your spine. This should be
your last option. A better option is to obtain a chair that fits you more appropriately.
Co-worker 1: Where is my chair?
Adjust the chair height, so your elbows are the same height as your keyboard with arms resting
comfortably at your sides approximately ninety degrees at the elbow. The home row of your
keyboard should be about elbow level. Position the keyboard directly in front of your body to
allow neutral positions of your wrists, elbows close to your body and shoulders relaxed.
Strike the keys softly. You dont have to hit the keys hard. Use a light touch with your elbows
relaxed comfortably. Remember to, one, position your mouse close to the keyboard; two, use
brush strokes to move the mouse. Dont flip the mouse with your wrist; and three, let go of the
mouse when youre not using it. Its not gonna run off.
Monitor alignment keeps your body posture aligned. A monitor screen that is too high or low
increases the demand on your neck and shoulders. Place the monitor as far away from you as you
can, still being able to read it clearly with good posture. Raise or lower your computer monitor, so
the top of the screen is at or just below eye level. If the monitors too low, place it on a riser, an old
phone book or even a ream of paper to get it to the correct height.
Glares the unwanted reflection of light off the monitor. It can come from a window or light
sources in your work area. Repositioning the monitor often eliminates the glare on the screen. Tilt
the screen to eliminate as much glare or reflectance as possible. Your monitor should never be
positioned so that window is directly behind the monitor or you. If you sit near a window, adjust or
close the blinds so reduce incoming sunlight in your work area.
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When using a phone, place your phone within easy reach. Use a shoulder rest, headset or
speakerphone for frequent and extensive phone use to eliminate cradling the phone handset
between your neck and shoulder. This frees up your hands for using your computer or taking
notes. If you spend a significant amount of time on the phone, then a hand-free telephone headset
is recommended.
Stop! Take periodic rest breaks. Breaks make you more productive when you are working. Who
doesnt wanna work less and get more? Taking breaks doesnt mean you have to stop working,
rather it allows you to integrate other activities into your work routine. Try alternating your
computer tasks with other activities such as making phone calls, making copies, filing or even
talking with a co-worker.
Co-worker 1: Have you seen my chair?
Co-worker 2: umm... No. Umm... Nah-ah.
Heres some simple slight stretching exercises that you can do at your desk throughout the
workday. Remember to stretch periodically and frequently. Take a few minutes to stretch your
muscles throughout the workday to reduce stress, fatigue and discomfort. Allow your muscles to
breathe by getting oxygen to them. Stretching during the day allows your body to recover from the
demands of work and helps you feel better.
Act now and your safety productivity and comfort will greatly improve! Become ergonomically
friendly today!
Co-worker 3: Ergonomics has given me the confidence to succeed at work and in love.
Co-worker 4: Its like going green for your body.
Co-worker 5: Now I can talk on the phone all day.
Co-worker 2: Not only has my posture improved but my self-esteem has sky-rocketed.
5.2.4 Office Hazards (R)

Key:
1) hazardous
2) occupational
3) procedures
4) ailments
5) adjusting
6) corrective
7) examinations
8) facing
9) joints
10) posture
11) handling
12) ventilation
13) electrical
14) restrain
15) shutting
5.2.5 Workstation Ergonomics (L)
2) People often lean forward bending their spine.

3) We do not rest our forearms and /or wrists on the desk or bend the wrist.
4) The screen is positioned too low for the eyes especially with laptops.
5) The monitor is too close to the eyes.
6) The screen is often dirty.
7) The neck is bent to read a printed document.
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5.2.7 Health Hazards of Social Media (R)
Key:
1) F 2) F 3) T 4) F
5) T 6) F 7) T 8) T
5.3 CORPORATE SOCIAL RESPONSIBILITY

5.3.2 Socially responsible companies 2 (R)
1 - F,
2 - C,
3 - A,
5 - E,
7 - B,
8-D
Key to True or False questions:

A) F (honey),
B) T,
C) F (it doesnt state that Greenpeace petitioned the EU),
D) F (green coffee)
E) T
F) F (people adopting homeless dogs)
5.3.3 GOJO (L)

1) A 2) B 3) D 4) D 5) B
5.3.3 GOJO (L) - Transcript
PR news recently hosted its annual CSR luncheon at the National Press Building in Washington DC.
The awards program celebrated the best in corporate social responsibility programmes and the
communications that power such programs. During the festivities PR News spoke with several
senior-level PR executives about the growing influence of CSR and how it helps companies to
strengthen their message, including Nicole Koharik, global sustainability marketing director of
GOJO.
[What role does CSR play in GOJOs communications efforts?]
Well, the GOJO purpose is saving lives and making life better through well-being solutions, so CSR
and social sustainability especially is a very integral part of our business strategy, as well as the
way we communicate in the marketplace. So its very important, driven by our purpose as well as
the emerging need for sustainability information from our customers.
[Has the importance of CSR increased in the last few years at GOJO?]
The importance of CSR at GOJO has definitely increased in the last few years, and theres three
factors that really are our driver. One is our purpose of saving lives and making life better through
well-being solutions, so were driven as a company to integrate CSR into our strategies. Two is the
rising market demand and our customer requests around sustainability and really caring about
how we can develop products that support their efforts; and three is think about the global need
for improved social conditions, so think about hand hygiene, and ... Its simple, but its hugely
important, in healthcare for example almost 98,000 people die every year from healthcare
acquired infections and we know hand hygiene can make a difference and really save lives.
[How does GOJO meld its CSR efforts to social media?]
319
Well, at GOJO we see CSR as an important part of our communication strategy, including our social
channels and were really kind of on a journey to increase the way we communicate and touch the
marketplace, so were looking at social initiatives through Facebook and online media, however,
were kind of in the early phases of that, so its definitely an important part of our strategy but we
havent quite figured it out yet.
5.3.4 Corporate Social Irresponsibility (V)

1) E 2) H 3) A 4) J 5) I 6) C 7) B 8) D 9) G 10) F
5.3.5 Child labour (R)

Key to matching exercise:
1) F 2) C 3) G 4) J 5) A 6) B 7) H 8) D 9) E 10) I
Key to reading text:

A-4 B7 C1 D2 E8 F3 G5 H 10 I 6 J-9
5.3.7 Communicating CSR investments 2 (L)

A) On improving their environmental and social impact.
B) They are not deriving as much value from this as they could be.
C) By making sure people know about it.
D) They are more likely to buy the companys products and they are more likely to want to work
there.
E) The expansion of the company.
5.3.7 Communicating CSR investments 2 (L) - Transcript
[Why should businesses communicate their social and environmental credentials?]

Many companies are spending a lot of time and effort on improving their environmental and social
impact at the moment. But not all of them are actually, perhaps deriving as much value from this
as they could be. And one of the ways of actually making in worthwhile to invest properly in really
improving your social-environmental performance is to make sure that people know about it. Not
in a kind of boastful arent we terrific kind of way, but actually in a way of saying this is part of
what we do and wed like to share that with you, wed like you to appreciate what were trying to
do. And, I think, companies who do that find that they get a very positive response from people
who are more likely to buy their products; certainly more likely to want to work there, and thats
something thats really important for people now who want to ... to get the best recruits. It really
has a great value if you can actually communicate effectively with, with potential recruits what
youre doing, to communicate with local communities, so they can support for example the
expansion of the company in that area. There are whole varieties of ways in which the companies
can derive real good, solid commercial value from communicating effectively rather than just
saying OK, we need to improve our performance because of regulation, but we are not gonna tell
anybody about it. That would seem to me, not getting a great return on your investment really.
5.3.8 Public Relations 1 (R)

A) T (keeping a brand/person top of mind in a positive way
B) F (Companies use the PR engine, along with other marketing and advertising activities)
C) T (Historically, PR is difficult to measure)
D) T (unlike direct marketing, it relies on authoritative endorsement to drive awareness.)
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5.4 INCLUSIVE LEADERSHIP AND ETHICS AT WORK
5.4.1 Diversity and Inclusion (L)
(1) Because of the rapidly changing economic and demographic environment.

(2) They can help them feel more motivated.
(3) Productivity and performance.
(4) Adaptable, skilled, innovative.
5.4.1 Diversity and Inclusion (L) - Transcript
Great leadership is at the heart of great businesses and great organisations. With the rapidly
changing economic and demographic landscape, all organisations need inclusive leaders who can
help them make the most of their people. We undertook some research on inclusive leadership.
84% of people said that their inclusive leader made them feel more motivated. 81% said that their
inclusive leader improved their performance and productivity.
So what is a great inclusive leader? Inclusive leaders have 3 core qualities. They can adapt their
style and are aware of the diversity of the people they work with and manage. They are skilled at
developing and supporting strong and diverse talent. They are innovative. They value and foster
small innovations which can improve quality, productivity, customer satisfaction and save costs.
They support the big innovations which can lead to new products and markets.
Right now, the UK workforce doesnt have enough inclusive leaders. Those that do exist are
pioneers. They have learnt their skills through osmosis or personal experience, rarely through
formal training programmes. It doesnt have to be this way. Every employer can look at how many
of their current leaders or managers are truly inclusive. If your leaders are inclusive, you will
increase engagement, productivity and commercial success.
Are you an inclusive leader? Answer our self-assessment questions to find out. The best inclusive
leaders are those who achieve great success for themselves and their teams, because they are
making the most of their people. You could be one of them.
5.4.2 Women in the workforce (L)
1. b
2. a. caring; b catering; c. cleaning; d. clerical work
3. construction and the motor trade, caring
4. c and e
5. c
6. T
7. T
8. F
9. sales
10. waitress
11. enjoy
12. replies
13. applications
14. detail
15. cleaner
16. team
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5.4.2 Women in the workforce (L) - Transcript
LAMB: Even in this egalitarian age, there are very few careers where men and women are equally
represented. The law says that almost all jobs are open to everyone. But even though women
make up nearly half the British workforce nowadays, most of them work in one of just five sectors:
caring, catering, cashiering, cleaning or clerical work. In the professions men and women tend to
work alongside each other. But its a different story in vocational jobs. Industries such as
construction and the motor trade are still almost exclusively male and even now very few men
work in the care sector. In fact in jobs like those, the male - female divide has barely shifted at all.
Well in the construction trades just 1% of the workforce is female. Now this is a sector facing acute
skills shortages and theyre going to get worse. Earlier this year in an attempt to encourage
teenage girls to consider jobs in construction, a national TV and poster campaign was launched but
is concentrating on teenagers the answer? Well Mike Johnson reports on the work of one
construction boss who doesnt think so.
SHELLEY: This is our training centre. What we do here is we run courses on various different types
of skills. If you walk on through, weve got our carpentry section, so youve got your carpentry
benches.
JOHNSON: Janet Shelley runs a rather unusual construction company. It does all the things youd
expect of a local builder. What makes this Milton Keynes firm a bit different is revealed in its
name, Women Builders. It was born out of one womans mid-career desire to do something
completely different.
SHELLEY: Im 39 and I set up Women Builders in June 2003. Up until then, Id been in the IT industry
for 15 years where I worked as technical support, so supporting hardware, software, anything
really. I got totally disillusioned really with the IT industry. It wasnt to me going in the right
direction.
Setting up a company was difficult enough, but setting up a company in a completely different way
to the whole of the industry was even worse. I mean the amount of times that Ive been along to
seminars or network meetings where people have said to me, Janet its always been like that, you
cant change it because its always been like that. Ive got to say if I didnt go down the route that
I did, I would probably still be battling on trying to find a work placement.
I mean Ive got to say, Ive never ever wanted to be a hairdresser, but I know theres a lot of girls
out there that really do. But I still think that there must be just as many that want to be builders
that are actually probably suppressing the way they feel because its not the norm.
GO: Im Katy Go. Im 28 years old. Ive been here for one year now. I was in sales before and then
previously before that I was a waitress.
JOHNSON: Did you ever think that you would become a builder?
GO: No, but I do enjoy a lot of DIY work and I did try to get my foot in this industry, but not getting
nowhere basically. Applied to quite a few companies and you dont get no replies.
JOHNSON: Why do you think you got no replies from all those applications that you made?
GO: I dont know, maybe Im a woman. Even now when we go and get building stuff at the builders
yard, people just look at us and look at the van and then give us looks because were women.
JOHNSON: Do you think youre as good at your job as a man would be?
GO: We are, yes were very attentive to detail and were a lot cleaner as well. The only thing we
might struggle with is just strength problems. But we all work as a group and were very strong as a
team basically. If we cant get anything done on our own, we just ask for help.
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KOVCS JUDIT ERIKA

ENGLISH FOR DENTISTRY STUDENTS

Lektorlta: Dr. Lampn Dr. Zsros Judit

Unit 1. DENTAL SPECIALITIES

This unit will describe the job of a(n)

READING AND VOCABULARY

1.1.1 What does an endodontist do?(R,V)

1, endodontist a, resulting from inflammation; hot and swollen and reddened

2, pulp b, enlarged by swelling

4, root canal d, the end of a pointed or projecting object

5, inflamed e, yellowish-white fluid formed in infected tissue

6, seal f, a dentist who specializes in the diagnosis and treatment of

7, swollen g, a drug that temporarily depresses neuronal function,

8, pus h, to close hermetically

9, anesthetic i, a part of an organism consisting of a large number of cells

2,Decide whether the following statements are true or false.

1, An endodontist treats problems of the pulp. T/F

2, After root canal treatment the root is left open. T/F

3, The regular dentist can help in protection. T/F

4, Local anesthetics can always control the pain. T/F

5, Root canal treatment takes one day. T/F

6, In more severe cases we should turn to an endodontist. T/F

7, It is enough to clean the main canals. T/F

1.1.2. Root canal therapy (L)

2, What is the first step?

4, What are the advantages of digital X-rays?

5, What happens to the nerve?

6, What helps in measuring the roots?

1.1.3.Seeing an endodontist (S)

Prepare a dialogue between an endodontist and a patient.

Student A: You have a terrible pain and

Student B: You are an endodontist. Ask the patient about

when the pain started

1.1.4.Tooth infection and other parts of the body (R)

A, advocate dental extraction

B, any dental procedure

C, heart attack patients

D, lead to subsequent jaw bone infection

E, identifiable lesions on root canal-treated teeth

2,Match the highlighted words with their meaning.

2, to remove or force out of a particular place

3, drawing or pulling out, often with great force or effort

5, a degenerative disease of the arteries

6, susceptible to physical or emotional injury

7, the effect or impression of one thing on another

8, developing slowly, or of long duration

1.1.5. Endodontic retreatment (R)

Compare your guesses with the article below.

Answer the questions below.

1, What is the synonym of endodontic retreatment?

2, What is one common reason for failure?

3, How can the gutta percha be contaminated?

4, What happens to the contaminated gutta percha?

5, Why is it a time consuming procedure?

1.2.1. What is malocclusion? (V)

1, malocclusion A, if the patient's jaw is narrow, there may not

3, crowding C, when the teeth are clenched, the upper ones

6, deep bite (overbite) F, teeth extending beyond the normal contour of

8, open bite H, there are gaps or spaces between the teeth,

9, underbite I, bad bite

10, crossbite J, when the teeth are clenched, there is an

11, spacing K, unable to erupt or to attain its normal

1.2.2. How does orthodontic treatment work? (R)