Força Total English For Business - Edição Especial

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Patrick Jefferson P. Santos
1° Edição
2019
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FORÇA TOTAL
INGLÊS PARA NEGÓCIOS
1° Edição
2019
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PREFÁCIO
As lições contidas neste livro abrangem uma ampla variedade de habilidades

linguísticas necessárias para ter sucesso em um ambiente de negócios que fala inglês,
usando exemplos de situações comuns no local de trabalho para ajudar os alunos a se
comunicarem de maneira profissional e apropriada.
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SUMÁRIO
The Basics \ Negócios Básico
Esta sessão ensina o vocabulário e as habilidades linguísticas necessárias para

atividades comerciais comuns, como escrever um e-mail ou fazer uma apresentação.
Lição 01 Self-Introductions
Lição 02 Apologizing
Lição 03 Asking for Further Instructions
Lição 04 Making Requests
Lição 05 Business Calls
Lição 06 Job Interviews
Lição 07 Discussions
Lição 08 Meetings
Lição 09 Presentations
Lição 10 Email
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Socializing \ Socialização
Esta sessão ensina expressões comuns usadas em muitas situações informais de

negócios, como eventos de networking ou ao receber um novo funcionário.
Lição 01 Making Business Introductions
Lição 02 Welcoming Visitors
Lição 03 Starting a Conversation
Lição 04 Describing a Business
Lição 05 Invitations
Lição 06 Cheering up Your Co-Worker
Lição 07 Going out for a Drink With Your Co-Workers
Lição 08 Greeting a New Employee

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Telephone Skills \ Como fazer ligações
Esta sessão ensina as habilidades linguísticas e a etiqueta necessárias para conversas

telefônicas relacionadas a negócios, como fazer um pedido ou marcar uma consulta.
Lição 01 Answering a Call
Lição 02 Taking and Leaving Messages
Lição 03 Placing an Order
Lição 04 Asking for Information
Lição 05 Making a Reservation
Lição 06 Accepting a Job Offer
Lição 07 Dealing With a Wrong Number
Lição 08 Giving Directions to the Office
Lição 09 Making an Appointment

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Conversations \ Conversas [EXTENDED]
Esta sessão uma variedade de situações de negócios que exigem uma escolha cuidadosa
de palavras ou conhecimento cultural, como pedir desculpas ou pedir uma promoção.
Lição 01 Making an Apology
Lição 02 Showing Interest and Appreciation
Lição 03 Describing a Product
Lição 04 Expressing an Opinion
Lição 05 Asking Your Co-Worker for Help
Lição 06 Welcoming a New Employee
Lição 07 Assigning Tasks
Lição 08 Getting a Promotion
Lição 09 Giving Advice to Your Co-Worker
Lição 10 Reprimanding Your Staff
Lição 11 Resigning From a Job
Lição 12 Firing an Employee

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Lição 13 Announcing a Pay Cut
Lição 14 Interviews
Lição 15 Making an Announcement

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Meetings \ Reuniões
Esta sessão abrange diferentes tipos de reuniões de negócios e as tarefas que os

envolvem, como fazer uma apresentação ou descrever gráficos e tabelas.
Lição 01 Setting Up a Meeting
Lição 02 Conducting a Business Meeting
Lição 03 Meeting Agendas
Lição 04 Graph Reports
Lição 05 Dealing with Problems
Lição 06 Brainstorming Sessions
Lição 07 Conveying Your Ideas
Lição 08 Delivering a Presentation
Lição 09 Organizing an Event

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Negotiations \ Negociações
Esta sessão ensina as habilidades linguísticas necessárias para negociar efetivamente em

diferentes situações de negócios, como processar um pedido ou lidar com reclamações
de clientes.
Lição 01 Negotiating with a Client Company
Lição 02 Proposing a Joint Venture
Lição 03 Processing an Order
Lição 04 Business Lunches
Lição 05 Mergers & Acquisitions
Lição 06 Handling Customer Complaints

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Self-Introductions
Useful Expressions
Expressões Úteis
Let me introduce myself.
Allow me to introduce myself.
I don't think we've been introduced.
I work for "Future Innovation".
I believe we have something in common.
Let me give you my business card.
Here's my business card.
Please do not hesitate to contact me if there is anything I can help you with.
Feel free to ask any questions you might have.
Introductions
Introduction 1
Good evening, Mr. Jameson. I have heard so much about you! Let me introduce myself
– I am Patrick Clover from "Future Innovation". I manage the Marketing Team, here in
Frankfurt. I have also worked for "Healthcare" and "Global Locally" as both an
advertisement manager and a public relations specialist.
I believe we have some things in common - we both work in the same field and we are
both heads of our respective departments. Here, let me give you my business card. My
number is there, please don't hesitate to call if you ever need anything.
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Introduction 2
Hi there, I am Patrick. I don't think we've met before. I live in Frankfurt and one of my
hobbies is playing golf. I work in marketing. I also have a wife and two kids.
Check your understanding:
Confira a sua compreensão:
1 What kind of language is used in each of the two introductions? Formal or informal?
2 How does Patrick Clover try to build rapport with the person he is speaking to in the
first introduction?
3 What are the major differences in the contents of the two introductions?
4 What can you say about the structure of the two introductions?
Study Manual
Guia de estudo
How to Make a Business Introduction
Establish a connection with the listeners: "Good morning, ladies and

gentlemen/Hello, Mr. Jameson, I am...” It is always a good idea to mention the name of
the person you are introducing yourself to. This will immediately attract their attention.
Key points: You should include several different points in your introduction, such as
your experience, your company’s name, your position in the company, etc. The things
you say about yourself will vary depending on your audience.
Be confident and friendly: Talk about yourself in a confident manner, but make sure
not to come across as arrogant. That's why it's important to be natural and friendly, at
the same time.
Be attentive: Pay attention to the verbal and non-verbal cues that your listener gives
you and make sure to give them a chance to talk as well and ask questions if they have
any. Always give the other person time to introduce himself/herself.
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Discussion
Discussão
1 How do you feel when you have to introduce yourself in business situations?
2 How important do you think it is to make a good self-introduction?
3 Are there any specific rules that should be followed when making a business
introduction in your country?
4 What are some other tips that you would give to someone for making a good business
introduction?
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Apologizing
Useful Expressions
Expressões Úteis
We are very sorry to hear that.
We are sorry for the inconvenience.
We apologize for any inconvenience caused.
Please accept our sincere apologies.
Let us know if there is anything we can do for you.
Should you have any questions please call this number 612-64-64.
An Apology Letter
Dear valued customer,
We are very sorry to hear that the magazine you received last month lacked a few pages.
It is the first time we have made such an error. We pride ourselves on producing error-
free copies and we are terribly sorry for the inconvenience.
We packed another copy of the magazine and sent it by post immediately after receiving
your complaint. In case you do not receive it within the next three days, feel free to call
us at 575 - 757.
Please accept our sincere apologies.
Yours faithfully,
Financial Times
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1 What is Financial Times apologizing for?
2 What did they say in an attempt to regain the trust of the customer?
3 What kind of compensation did they offer for making the mistake?
4 What is the structure of this apology letter?
Study Manual
Guia de estudo
How to Make a Business Apology
Correct timing. It is best to apologize as soon as you realize that there has been a
mistake. However, it is equally important not to rush and to take enough time to prepare
what you want to say.
Means of communication. There are many ways to apologize: you can apologize in
person, over the phone, in an e-mail or a handwritten letter. Eye contact makes the
apology more personal; however, if a person was deeply hurt, a letter might be a better
option. Every situation is unique, so take your time to choose how to deliver your
apology in a way that best suits the given circumstances.
Explanation without excuses. After apologizing you can shortly explain why it
happened, but be careful not to start making excuses. Keep in mind that the customer is
always right and take full responsibility for the mistake.
Clear structure. Whether written or spoken, an apology needs to have a clear structure:
• apologize
• clearly state what you did wrong
• acknowledge the inconvenience caused

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• promise that it won't happen again
• offer compensation (if it is necessary or appropriate to do so)
Discussion
Discussão
1 Have you ever had to write an apology letter or have you ever received one? If so,
what for?
2 Do you find it difficult to apologize when you make a mistake? Why? Why not?
3 Is it easier for you to apologize in person or via other means of communication?
4 “The more excuses you give, the guiltier you seem.” Do you agree with this
statement? Why? Why not?
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Asking For Further Instructions
Useful Expressions
Expressões Úteis
Do you have a minute?
Would you mind sparing several minutes of your time?
I was wondering if we could have a short meeting.
There are a few things I would like to ask you.
I would like to check on a few small details...
I would like to talk through this matter...
It won't take up too much of your time.
Dialogue Practice
Prática de diálogo
Zach goes to his boss' office to ask him something.
Zach
Sir, I'm sorry to interrupt your work, but do you have a minute?
Mark Smith
What is it?
Zach
I was wondering if we could have a short meeting today. I have started working on my
project, and there are a few things I would like to discuss.
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Mark Smith
Can it wait? I am quite busy today.
Zach
I’m afraid it cannot wait, sir. I have to confirm a few important points with you, before I
continue. It won't take up too much of your time, I assure you.
Mark Smith
Okay, I can find a few minutes to spare. Meet me in the conference room in half an
hour.
1 Why did Zach go to his boss' office?
2 What did Zach want to discuss?
3 How did Zach convince his boss to spare him some time?
Study Manual
Guia de estudo
How to Ask for Further Instructions
Listen carefully. Make sure to listen attentively when your boss is explaining a task or
project. Take detailed notes of all the specifics mentioned, so that you can refer to them
and avoid asking what was already said.
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Ask immediately. When in doubt over an assignment or faced with a problem, don't
ever hesitate to ask for help or clarification. It's better to ask early than to have to start
over again.
Respect your boss's time. Be mindful of your boss's time and respect their schedule.
Always prepare a list of questions or points that you need to discuss.
Be brief and straightforward. Ask simple, short and informative questions; this will
help you avoid time wasting.
Discussion
Discussão
1 Do you often ask your superior for instructions?
2 Do you often ask your colleagues for help and direction?
3 Is it easier for you to ask your boss or your colleagues for help? Why?
4 Does your manner of speech change when you ask your colleagues, compared to
when you ask your boss? If so, in what way?
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Making Requests
Useful Expressions
Expressões Úteis
May I ask you to...?
Is it okay to ask for...
Would you mind if I...?
Would you mind helping me with...?
I was wondering if you could...
Could you do that for me, please?
Do you think you might be able to...?
Would it be possible to...?
I was hoping you could...
I would appreciate if you could...
Would it be too much to ask...?
Dialogue Practice
James approaches Lauren to ask her for a favor.
James
Hello, Lauren. I’ve heard you are keeping the minutes of our meetings. Am I mistaken?
Lauren
No, you're right. They are all stored on my computer.

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James
Great! I was wondering if you could send them to me via e-mail. I got an order to
examine the minutes of the last three months thoroughly and make some conclusions
about our progress.
Lauren
Yes, of course! I am glad to hear our boss is finally doing an evaluation.
James
Yes, it was about time! Thank you, Lauren! And there's no rush, you don't have to do it
immediately. But I would appreciate it if you could send them by the end of the day, so
I can start working on that tomorrow morning.
Lauren
Sure thing! I'll send them right away, so I don't forget about it.
James
Thanks a lot! Actually, now that I think of it... Would it be too much to ask for a printed
copy, as well?
Lauren
Of course not! It will only take a couple of minutes.

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1 Who has the minutes of the meetings?
2 What did James need the minutes for?
3 What else did he ask Lauren to do?
Study Manual
Guia de estudo
How to Make a Request
Use appropriate language. When making a request at work, make sure to do it in a kind
and polite way, as you don't want to sound like you are giving orders. The language you
use makes a big difference in this case. These are some basic tips that will make your
requests sound more polite:
Use could instead of can
Use indirect questions instead of direct ones (I was wondering...; Would it be

possible...; Is it okay to..., etc.)
Use please and thank you whenever possible
Be friendly and specific. Always explain to the other person why you need their help.
That will make your request sound friendly rather than authoritative. It's also important
to be specific about what you need and when you need it done. If it is not urgent, make
sure to give them enough time to do what you ask.
Discussion
Discussão
1 Do you feel comfortable asking someone to do something for you?

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2 How do you feel when someone says 'no' to your request?
3 Is it easy for you to say 'no' to others? Why? Why not?
4 Do you ever say 'no' to your boss? Why? Why not?

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Business Calls
Useful Expressions
Expressões Úteis
Hello, this is James Johnson from Future Innovation.
May I speak to Mr. Walker?
I would like to make an appointment.
I am calling to inquire about further details of our meeting.
I’m afraid he/she’s not available at the moment.
Can I take a message?
Could you please take a message?
I am looking forward to your call.
Dialogue Practice
Call 1
Secretary
Triple M, you're speaking with Alice.
James
Hello, I am James Johnson from Future Innovation.
Secretary
Good afternoon, sir. What can I do for you?

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James
I would like to speak with Mr. Walker.
Secretary
I am afraid he is in a meeting at the moment.
James
Could you please take a message?
Secretary
Of course.
Call 2
Receptionist
Yes, sir. How may I help you?
James
I am looking for your company’s CEO, Josh Antua.
Receptionist
I am afraid you have the wrong number, sir. Our CEO is John Jackson.
James
Really? I apologize. I will check the number again.

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Receptionist
Have a great day, sir.
James
Thank you! You too!
Call 3
James
Hello, this is James Johnson and I am calling to inquire about...
Answering Machine
The recipient that you’ve dialed is currently unavailable. Please leave a message after
the beep.
James
Hello, Mr. Antua. This is James Johnson from Future Innovation. I am calling to inquire
about further details of our meeting. We decided that the meeting will be held on the
23rd of January. However, we haven’t decided on the exact time yet. Please let me
know when you will be available. The best way to reach me is to call or text me on my
cell at 555-1234. I am looking forward to your call. Speak to you soon!
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1 Why was James not able to talk to Mr. Walker in the first call?
2 Why was James not able to talk to the CEO, Josh Antua, in the second call?
3 Why did James try to reach Mr. Antua in the third call?
Study Manual
Guia de estudo
How to Make a Business Phone Call
Introduce yourself. Start the conversation by introducing yourself - state your name
and the name of your company. After that, state the purpose of your call.
Be polite, brief and informative. Make sure to use polite expressions (e.g. I'm afraid I
can't hear you.) and indirect questions when making requests. (e.g. I would like to...)
Repeat the important information. If you are deciding on some specific details such
as the date and place of a meeting, make sure to repeat it twice so there are no
misunderstandings.
Leave a message. If the recipient is busy, you can leave an informative message. Don’t
forget to mention your contact details before ending the call if you are calling for the
first time.
End the call in a pleasant manner. Thank the person for their time and wish them a
good day.
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Discussion
Discussão
1 Have you ever made a business phone call in English? If so, how did it go?
2 What would be the biggest obstacle for you when making a business phone call in
English?
3 Do you prefer to talk to the person you are calling or to leave a message? Why?
4 When you realize that you have called the wrong number by mistake, do you wait and
apologize to the person or do you just hang up? Why?
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Job Interviews
Useful Expressions
Expressões Úteis
Let me introduce myself.
The reason why I chose this company is...
I am applying for the manager’s position.
My main strengths are...
I believe my strongest trait is...
I am convinced that...
I believe that my experience in the field can make me a valuable asset to your
company.
Dialogue Practice
James arrives for a job interview.
James
Good afternoon. My name is James Johnson.
Mark Smith
James, nice to have you here. I'm Mark Smith. Please, make yourself comfortable.
James sits down.

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Mark Smith
If you're ready, we can start with the interview. So, why do you want to work for this
company?
James
I know that your company is currently working on expanding its international market
which is in line with my qualifications. Also, I find your latest campaign very
interesting. Those would be the main reasons I would like to join you.
Mark Smith
Why should we hire you?
James
I believe that my 10-year experience in international sales can make me a valuable asset
to your company.
Mark Smith
Very well. Now, what would you say are your main strengths?
James
I’ve always been a great team player. I’m also highly motivated and communicative.
Mark Smith
And what about your weaknesses?
James
Well, sometimes I spend a bit too much time checking my own work. I like to make
sure that everything is perfect.
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Mark Smith
Okay, James. Thank you very much for your time. We will call you in a few days.
James
Thank you, as well. Looking forward to your call!
1 Why is James interested in working for the company?
2 Why does he think he is the right person for the job?
3 What does he say about his strengths and weaknesses?
Study Manual
Guia de estudo
How to Prepare for a Job Interview
Research the company. When preparing for an interview, always take time to research
the company you are applying for. Find out about the company's history, their culture,
main goals and values.
Be prepared. Think about the most common interview questions and how you could
answer them. Practice answering the questions. Think of the specific examples you
could use to highlight your skills.
Act confident. Be polite, formal, keep eye contact and believe in yourself. Be ready to
talk about your best qualities and how you could contribute to the company. Don't be
shy to talk about what you have accomplished in your career. Also, don’t be afraid to
mention a few weaknesses.
Show that you are motivated. Make sure you know why you are applying for that
specific company. No company wants an employee who can work anywhere.
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Discussion
Discussão
1 Do you think you are generally good at job interviews? Why? Why not?
2 How do you feel when you talk about your own accomplishments?
3 Do you remember your first job interview? How was it?
4 What do you do in order to relax during a job interview?
5 What kind of questions do you hate being asked in a job interview?

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Discussions
Useful Expressions
Expressões Úteis
What is your opinion?
What do you say?
Do you have any ideas on...?
In my opinion...
I'm not so sure about that, to be honest.
I beg to differ.
That is an interesting point, but...
Hmm, I’m not sure whether that's possible.
I understand what you are saying, but...
You have a point there.
That is a great idea!
Dialogue Practice
James and Alejandro are discussing how to improve Future Innovation's marketing
strategy.
Alejandro
So, James, what do you think? Any ideas on how we could improve our marketing?
James
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Well... At first, I thought focusing on newspaper advertisements would be a good idea.

But now I'm not so sure about that, to be honest... I guess that's not very popular these
days.
Alejandro
Well, I beg to differ. I mean, I understand what you are saying, but, a lot of older people
might be interested in some of our products, and they don't really use computers. So,
perhaps, we could use newspaper advertisements for products aimed at the elderly.
James
Yes, that makes sense.
Alejandro
However, I think you also have a point: many young people don’t read newspapers.
James
Yes. I believe social media marketing might be the best way to reach younger
generations. Also, I was thinking, we could perhaps make discounts for the first, let's
say, fifty customers who buy our new product online.
Alejandro
That is a great idea! What about the number, how much of a discount do you think we
should offer?
James
Maybe around 25%. What do you say?
Alejandro
Hmm, I'm not sure we can offer that much. Maybe 15 to 20% would be better. But we
can discuss this later. Anyway, great idea, James!
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1. What is James's opinion about newspaper advertisements?
2. What was James's suggestion about targeting young generations?
3. What did Alejandro think about James's idea?
Study Manual
Guia de estudo
Read the following tips.
Leia as dicas a seguir.
How to Agree and Disagree in Business Situations
Be polite. The most important thing in business discussions is to stay polite and show
respect for the opinions of others.
Be considerate when disagreeing. When you disagree with someone, you need to
mention that their opinion is interesting, but you think in a different way. You can use
some of the following expressions: “In my opinion”, “If you ask me”, “To my mind”,
“Personally I believe that”, “As far as I’m concerned”, etc.
Ask for opinion of others. After expressing your opinion, it would be good to ask what
the other person thinks: “Do you like this idea?”, “What do you think about it?”, “What
are your thoughts on that?”, etc.
Be an active listener. Listen carefully to what the other person is saying and show that
you are paying attention by using brief verbal affirmations, such as: "I see", "Uh-huh",
"Yes", "That's interesting", etc.
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Discussion
Discussão
1. How do you feel when someone disagrees with you in a business meeting?
2. Is it easy for you to express disagreement with one of your colleagues without
offending them?
3. How do you feel about disagreeing with your boss?
4. What do you think about people who constantly interrupt others when they are
speaking?
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Meetings
Useful Expressions
Expressões Úteis
The purpose of today’s meeting is...
We're here today to...
First, let's go over the minutes from our last meeting.
Please take a look at the graph.
The research has shown that...
I think we've covered our main objectives for today.
I'm afraid we've run out of time for today.
For the next meeting I would like you to...
The next meeting will be on Monday, October 2nd at 9 am.
Opening a Meeting
Mr. Smith, the CEO of a company, is opening a meeting.
Good morning, everyone! Thank you for coming here today. Please, make yourselves
comfortable. Since we are all here, we can start the meeting.
The purpose of today’s meeting is to generate new ideas for our product marketing, in
order to ensure that we stay at the top of sales. Mark, I would like you to write the
minutes of this meeting. Please, take a look at the graph of our sales since 2009. As you
can see, until the autumn of 2013 our sales were gradually rising. However, from the
autumn of 2013 they have been decreasing little by little. I truly believe in the quality of
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our products, therefore, instead of lowering our prices, I would suggest rethinking our
marketing strategy.
Our research has shown that our brand is still very famous, but people do not pay much
attention to our advertisements nowadays. We need to find a different approach to
attract our potential customers. So let's discuss what can be done to improve the
situation.
30 minutes later.
I think we've covered our main objectives for today. For the next meeting, I would like
each of you to choose what you think is the best way to improve our marketing and
make an analysis of it. Thank you all for your participation and see you next Thursday.
Have a great day!
1.Why was the meeting conducted?
2.Why did the speaker suggest changing the strategy?
3.What did Mr. Smith ask attendees to do for the next meeting?
Study Manual
Guia de estudo
How to Conduct a Business Meeting
Open the meeting with a quick introduction and thank everyone for attending it.
Present the purpose of the meeting, so that everyone knows what to expect and what
should be accomplished by the end of the meeting.
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Good timing. Plan ahead how much time you intend to spend on each point of the
agenda. Keep an eye on the clock and try to stick to the schedule.
Use visuals, statistics and/or examples. When presenting issues, try to share some
statistics or examples with the participants, to make it easier for them to get a clear
picture of the situation.
Invite the audience to join the discussion. Try to get feedback from the participants
and get them involved in the discussion: ask questions, ask someone to write the
minutes, ask them to comment on the graphs, etc.
Close the meeting by summarizing what has been discussed/concluded. If needed,

state what each member must do from that point on. Make sure that everyone knows
when the next meeting will be held. Thank everyone for participating, once again.
Discussion
Discussão
1.Why are business meetings important?
2.Do you think regular meetings at work are a waste of time? Why? Why not?
3.What can be done in order to make meetings more effective?
4.Is it easy for you to speak up in a meeting?

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Presentations
Useful Expressions
Expressões Úteis
In today‘s presentation I would like to talk about...
The purpose of today’s presentation is to…
To begin with/First,...
Please take a look at...
This chart/graph illustrates...
Would you mind looking at...
In conclusion...
To summarize,...
I'd be glad to answer any questions you might have.
If you have any questions, I'll be happy to answer them.
Delivering a Presentation
Mr. Davis is delivering a presentation.
Good afternoon everyone and thank you for attending this presentation.
I am Charles Davis from the furniture company "Comfortable Environment”. I’m

responsible for the company‘s design choices. In today’s presentation I would like to
talk about the importance of good design. Why is good design so important, you may
ask?
To begin with, good design makes us want to buy products. We all strive to have
beautiful, unique things around us, as being surrounded by comfort and beauty makes
our daily tasks more enjoyable and pleasant. The more we like our environment, the
happier we are.
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Secondly, when designing a product, we have to think about its functionality. Nobody
wants to buy a beautiful, but inconvenient thing. So, creating a product that is both
attractive and comfortable is our top priority.
Last but not least, good design needs to match the lifestyle of our target audience. For
example, when buying an iPad case, a businessman is more likely to choose a simple,
black case instead of one that has yellow flowers on it, as it looks more formal. We
always need to have this in mind. Please take a look at several examples of amazing
design ideas and a few that were not well-thought-out.
Charles shows some pictures to the audience.
In conclusion, I want to emphasize that good design is much more than just beautiful
appearance. So, when creating a design for your product, don't settle for mediocrity,
take your time to make it perfect.
Thank you for your attention! If you have any questions or comments, I'll be happy to
answer them.
1.What is the topic of Charles's presentation?
2.What example did he give for matching the design with someone’s lifestyle?
3.What is the structure of his presentation?
Study Manual
Guia de estudo
How to Deliver a Presentation
Clear structure. Organize your presentation into an introduction, a main body and a
conclusion.
Introduction: Introduce yourself to the audience. State the topic of your presentation
and the reason why you chose it.
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Body: Present two or three main points, provide explanations and examples. Discuss
each point separately, in a clear and organized way.
Conclusion: State your opinion about the topic or give a brief summary of the
presentation.
Engage with the audience. (e.g. “So, why is it important, you may ask?”). Try to
engage your listeners, make them interested in what you are saying.
Examples. Use pictures and concrete examples to illustrate your ideas. This will make
your presentation more interesting and memorable.
Time for questions. Make sure to give the audience a chance to ask questions or
comment on your presentation.
Discussion
Discussão
1.Are you nervous when delivering a presentation in front of a lot of people? How do
you relax?
2.What do you think makes a good presentation?
3.What are some things that should be avoided when delivering a presentation?
4.Do you like when people ask questions about your presentation? Why? Why not?
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Email
Useful Expressions
Expressões Úteis
I am writing to...
I would like to inform you...
With reference to our meeting yesterday, ...
Should you have any questions or concerns, please feel free to contact us.
Please do not hesitate to contact us if you require any further information.
I look forward to hearing from you.
Email
To: josh.clinton@futureinnovations.com
Subject: A Business Opportunity
Dear Mr. Clinton,
I am Mike Johnson from "Simply Unique." I am writing to express my interest in

working with you on an innovative project I believe you might be interested in.
My partner James Workton and I are currently working on opening an innovative,

robotic coffee shop, which would be fully operated by machines. We already have a
designer, a machine engineer, a coffee specialist and an accountant in our team. We
only lack a good marketing specialist. As both my partner and I are familiar with your
skills and experience, we believe that you would be the perfect fit for this job.
If you are interested in hearing more about the project, please feel free to reach out to
me directly. We can arrange a meeting to discuss the matter in greater depth.
I look forward to hearing from you.
Yours sincerely,
Mike Johnson
44
1.What is the purpose of this email?
2.Why are Mike Johnson and his partner interested in working with Mr. Clinton?
3.How should Mr. Clinton contact Mike Johnson and his partner?
Study Manual
Guia de estudo
How to Write a Business Email
Standard structure. In order to sound formal and professional when sending business
emails, you need to follow the standard structure:
Greeting: If you know the name of the recipient, start your letter with “Dear Mr./Mrs. +
surname”. If you don’t know the name of the recipient, start with “Dear Sir/Madam”.
The purpose of the email: If you are writing to someone for the first time, you should
introduce yourself briefly (state your name, position and the name of the company you
work for). Then, write one or two sentences to explain your reason for writing.
Further detail: Provide the necessary background information or supporting detail in a

few sentences. Be clear and concise.
Closing: Include a closing remark saying what you expect the recipient to do.
Signature: You can use one of the following phrases: "Kind/Best Regards", “Yours
sincerely”, or “Yours faithfully”. Sign off with your full name and don't forget to
include your contact information.
Formal language. Make sure to use appropriate language. Avoid using slang, informal
language, and abbreviations. Don't forget to proofread your email before sending it.
45
Use an appropriate email address. Never use your personal email for business,
especially if it is something like sunshine84@yahoo.com. Your business email must
consist of a variation of your name and surname.
Discussion
Discussão
1.Which is easier to write, an email or a letter? Why?
2.Are emails an effective way to communicate in business? Why? Why not?
3.Do you immediately reply to emails sent to you? Why? Why not?
4.Do you check your work email after hours? Do you think this is a good practice?
Why? Why not?
46
Making Business Introductions
Useful Expressions
Expressões Úteis
Making Introductions
Allow me to introduce myself; my name is James Johnson.
Let me introduce you to my secretary, Ms. Patricia Jones.
I’d like to introduce you to my wife, Jennifer Smith.
Mr. Ronald, this is attorney Jeff Stanley from Micro Company.
Mr. Gail, I would like to introduce Mr. Frank from CBS.
Kevin, I’d like you to meet the manager of the marketing department, Mark
Brown.
Responding to an Introduction
Nice to meet you.
It’s a pleasure to meet you.
I’m pleased to meet you.
It’s great to finally meet you.
I’m looking forward to working with you!
Dialogue Practice
A new HR manager was hired in Micro Company. The boss is introducing him to all of
the employees.
47
Jonathan Abbott
Good morning, everyone. I would like to introduce our new Human Resource Manager,
Mr. Mark Smith.
Mark Smith
Good morning, everyone. I’m pleased to meet you all.
Grace
Nice to meet you.
Camille
Pleased to meet you!
James
It's a pleasure to meet you!
Mark Smith
I’m really looking forward to working with all of you.
Jessica, the company’s vice president, arrives.
Jonathan Abbott
Oh, good morning, Jessica! I'd like you to meet Mr. Mark Smith, our new HR Manager.
Mr. Smith, this is Ms. Jessica Stone, our vice president.
Jessica
It’s great to finally meet you, Mr. Smith.

48
Mark Smith
Likewise. I look forward to working with you!
1 What is the dialogue about?
2 What is Mr. Smith's position in the company?
3 Who is the vice president of the company?
Role Play
Interpretação de papéis
Situation 1
You are walking outside with your spouse and come across a new work colleague.
Introduce them to each other and have a small talk with your colleague. Your teacher
will act as your colleague.
Situation 2
You are the head of the marketing team and you have a new member. Welcome the new
employee and introduce him/her to the rest of the team. Your teacher will act as the
employee.
Situation 3
You are having dinner at a restaurant and you notice your boss and his wife sitting at
another table. You decide to approach them and greet them. Your boss introduces you
to his wife. Your teacher will act as your boss.
49
Discussion
Discussão
1.Do you find formal business introductions difficult? Why? Why not?
2.Do you feel nervous when you're being introduced to someone important?
3.What can you do in order to make a good first impression when being introduced to
someone?
4.What would you do if you had to introduce someone whose name you have forgotten?
50
Welcoming Visitors
Useful Expressions
Expressões Úteis
Welcome to Golden Shoes!
I’m Harry Smith of/from Golden Shoes.
You must be Mr./Ms. Jackson.
Please have a seat and make yourself comfortable.
Would you like something to drink?
Is this your first time in the city?
Did you have any trouble finding us?
Did you find your way here all right?
I can show you around the building, if you'd like.
I could give you a quick tour of the company, if you want.
Dialogue Practice
The manager of a company is welcoming a visitor, Mr. Adachi, who has just arrived at
the office.
Manager
You must be Mr. Adachi. Welcome to Golden Shoes!
Akio Adachi
Thank you.
51
Manager
I’m Hank Potter, the manager of this company.
Akio Adachi
So, you’re the person I’ve talked with over the phone, is that right?
Manager
That is correct. It’s great to finally meet you in person.
Akio Adachi
Nice to meet you, too, Mr. Potter!
Manager
How was your flight?
Akio Adachi
It was fine, but it was a very long flight.
Manager
I see. You must be very tired, then. Please have a seat and make yourself comfortable.
Would you like something to drink, perhaps a cup of coffee or tea?
Akio Adachi
Some water would be nice. Thank you.
Manager
52
Right away. So, is this your first time in the city?
Akio Adachi
Yes, this is my first time here.
Manager
I hope you didn't have any problems finding us.
Akio Adachi
No, not at all. Your directions were very clear. This is a lovely space you have here.
Have you been in this location long?
Manager
No, we actually just moved into this building a few months ago. After the meeting, I can
show you around the building, if you'd like.
Akio Adachi
Yes, I'd love that! Thank you.
1 What company was Mr. Adachi visiting?
2 Does Mr. Adachi already know the manager?
3 What will Mr. Adachi do after the meeting?

53
Role Play
Role-play the following situation with your teacher.
Interprete os papéis com seu professor na seguinte situação.
Situation
Situação
You are welcoming a guest, as a company's representative. Your teacher will act as the
guest. You may use the expressions below: Welcome to M&M!, You must be
Mr./Ms. Davis., It’s my pleasure., How was your trip/flight?, Did you find your
way here all right?, I could give you a quick tour of the company, if you want.
Discussion
Discussão
1.Have you ever welcomed a visitor to a company that you worked for?
2.What should be done to make new employees feel comfortable and welcome?
3.How important is reputation in business?
4.What companies have a good reputation in your opinion?

54
Starting A Conversation
Useful Expressions
Expressões Úteis
Do you mind if I sit here?
Is anyone sitting here?
What do you think of the conference?
How did you like the presentation?
Great conference, isn't it?
So, what brought you here today?
How did you hear about this event?
I really must be going.
It was great talking to you.
It was nice meeting you.
Enjoy the rest of the day.
Dialogue Practice
Alicia is sitting on a bench in front of the convention center where a conference has
been held. Alex approaches her and asks if he could take a seat.
Alex
Hi! Do you mind if I sit here?
Alicia
55
No, not at all. Go ahead.
Alex
Ah, you are also attending the conference, am I right? I think I saw you there.
Alicia
Yes, that’s right.
Alex
I’m Alex. It’s nice to meet you.
Alicia
Nice to meet you, too, Alex. I'm Alicia.
Alex
So, what do you think of the conference? How did you like the keynote speaker?
Alicia
Well... His presentation was quite interesting, but I think it was a bit long.
Alex
I agree. You can tell that he is really knowledgeable about the topic, but he talked too
much.
Alicia
Absolutely. It's impossible to stay focused for that long.

56
Alex
That's true.
Alicia
But overall, I really like the conference, so far. There were a lot of innovative ideas
presented today. And I think tomorrow will be even better.
Alex
Yes, from what I've seen in the conference program, there should be some interesting
discussions tomorrow. Let's just hope they will not last as long as today.
Alicia
I sure hope so! Oh, I really must be going. It's already 6 pm!
Alex
Yes, I guess I should be going as well. Anyway, it was nice meeting you.
Alicia
Yeah, it was good talking to you! And see you tomorrow, then!
Alex
See you! Enjoy the rest of the day!
Alicia
You, too!
57
1 How did Alex start the conversation with Alicia?
2 What did Alicia think of the keynote speaker?
3 What do they expect the next day of the conference to be like?
Role Play
Situation
Situação
You are at a presentation about a company’s latest product. You want to take a seat next
to a stranger, so you ask for permission. You start introducing yourselves. Your teacher
will act as the stranger.
Discussion
Discussão
1.Do you find it easy to start conversations with strangers? Why? Why not?
2.When was the last time you had a conversation with a stranger?
3.What do you think about business networking events? Have you ever been to one?
4.Have you ever attended a business/academic conference? If so, what was it like? If
not, would you like to?
58
Describing A Business
Useful Expressions
Expressões Úteis
Talking about the company's profile:
What does your company specialize in?
What kind of company is it?
What business are you in?
What kind of business do you do?
We design/produce/supply/manufacture/sell...
Our company provides/offers...
We are a construction company.
We are in the fashion design business.
Talking about one's position in the company:
What is your position in the company?
What kind of work do you do?
What exactly do you do at Future Innovation?
I am the marketing manager.
I’m the head of the Sales Department.
I design/operate/manage...
I work in the Customer Support Department.
I'm responsible for the training and orientation of employees.
I'm in charge of the sales team.

59
Dialogue Practice
Matt and Alex run into each other after a while.
Matt
Hi, Alex! I heard you started your own business. Congratulations!
Alex
Yes, finally! Thank you!
Matt
How's it going so far? And what does your company specialize in?
Alex
We design software applications for smartphones and tablets. We still have a long way
to go, but it's going well so far.
Matt
Nice! Glad to hear that you're satisfied.
Alex
How about you? Are you still in the same company? What exactly do you do there?
Matt
Yeah, I'm still at PB Consulting. We offer accounting and tax consulting services. And
I'm in charge of the Marketing Department.
60
Alex
Huh, I'll have to keep that in mind. We might need your services in the future.
Matt
Sure, just give me a call if there's anything I can do for you.
Alex
Thanks, Matt!
Matt
How's your wife, by the way? Does she work with you now?
Alex
Oh, she's fine, thank you. And nope, she's still in the fashion design business. You know
how much she loves that. She didn't want to let it go.
Matt
Well, that's nice. You can both chase your own dreams. Say hello to her for me.
Anyway I've got to go now. It was great talking to you!
Alex
Yeah, it was great seeing you, Matt!

61
1 What kind of business did Alex start?
2 Where does Matt work and what is his position in the company?
3 What does Alex's wife do?
Role Play
Situation
Situação
You meet a friend whom you haven’t seen in a while. You both have your own
businesses. Talk about what you both do at work. Ask about each other's family
members and what they do for living.
Discussion
Discussão
1.Would you like to start your own business? If so, what kind of business?
2.What do you think are the most important factors to consider when starting a new
business?
3.What risks are associated with starting a new business?
4.What do you think is the key to having a successful career?

62
Invitations
Useful Expressions
Expressões Úteis
Inviting Someone
I would like to invite you to...
If you have time, I’d like to invite you to...
Would you like to join us for lunch on Friday?
Would you care to join us for lunch?
I was wondering if you would like to...
We’d be pleased to have you as our guest.
Accepting an Invitation
Certainly!
I'd be glad to join you.
I’d be delighted to come.
It would be my pleasure.
Thank you for inviting me.
That's very kind of you.
Refusing an Invitation
I'm afraid I will not be able to attend...
I’m afraid I can’t make it on Friday.

63
I'm terribly sorry, but I already have plans for that evening.
I'd love to, but I'm afraid I have other plans.
Unfortunately, I have another engagement, but thank you for the invitation.
Dialogue Practice
Mr. Smith calls his company supplier, Ms. Jackson, to invite her for lunch.
Mark Smith
Good morning, may I speak to Ms. Jackson?
Ellen Jackson
Yes, speaking.
Mark Smith
Hello, Ms. Jackson, this is Mark Smith from Smith Leather Company.
Ellen Jackson
Oh, hello, Mr. Smith. What can I do for you?
Mark Smith
I was wondering if you would like to join me for lunch next week. I know a good
French restaurant and it would be a good opportunity to talk informally about our next
project.
Ellen Jackson
Oh, thank you for inviting me, I’d be glad to come. When would you like to meet?
64
Mark Smith
How about Tuesday? Let's say, 1 pm?
Ellen Jackson
Hmm, I’m afraid I can’t make it on Tuesday, I have another engagement on that day.
Mark Smith
Okay, so what would be a good time for you?
Ellen Jackson
Perhaps Thursday, 1 pm?
Mark Smith
That sounds good. Shall we meet at the restaurant?
Ellen Jackson
Yes, that would be good.
Mark Smith
Okay, I'll email you the name and address after I make a reservation.
Ellen Jackson
All right, and once again, thank you for the invitation!
65
1 Why did Mr. Smith invite Ms. Jackson to lunch?
2 When and where will they meet for lunch?
3 How will Ms. Jackson find the restaurant?
Role Play
Situation
Situação
You would like to invite one of your business partners to a presentation about your
latest product. Your teacher will act as the business partner and he/she will take you up
on your invitation. After that, you will also invite him/her to the company's 20-year
anniversary. Your teacher will decline that invitation and will present an excuse.
Discussion
Discussão
1.Have you ever invited someone to a business event?
2.Are there any special customs in your country, when sending invitations to business
events?
3.How do you think people should behave at business events?
4.Have you ever attended a memorable business event? If so, what was it like?
66
Cheering Up Your Co-Worker
Useful Expressions
Expressões Úteis
It can happen to the best of us.
It happens sometimes.
What’s done is done.
It’s not the end of the world.
We all have our ups and downs.
You’re doing a great job.
Don't let this get you down.
Don’t let it get to you.
You can do it!
You’re the best at this.
Cheer up!
Keep it up!
Keep up the good work.
Look at the bright side, ...
That's the spirit!
Dialogue Practice
Jessica seems a bit down, so James tries to cheer her up.

67
James
Hey Jessica! Why so glum? What’s wrong?
Jessica
I just had a talk with the boss. Apparently, I'm doing a lousy job.
James
What? You know that's not true! You're doing a great job! Did he actually say that?
What happened?
Jessica
Well, he didn't say it, but that's what he meant. He mentioned that I had made a couple
of mistakes in my last two reports. And he's right. And I was a bit slow on the last
project and failed to meet the deadline.
James
Oh, come on! That can happen to the best of us! It's not the end of the world. We all
make mistakes sometimes. He just wanted to bring it to your attention, so that you can
do even better in the future.
Jessica
The thing is, I was having a really tough time at home and I just couldn't concentrate.
James
Well, we all have our ups and downs. You know that you are doing great and no one
could ever replace you. You're the best at what you do. So don't let something like this
get you down.
Jessica
68
Thanks for the support, James. I guess you're right. I just need to focus more and it will
be okay.
James
That's the spirit! Now, let's go get a drink! You need to get this off your mind.
Jessica
You're the best, James!
1 Why was Jessica in a bad mood?
2 Why was Jessica not able to concentrate on her work?
3 What did James suggest they do?
Role Play
Situation
Situação
69
Your colleague had a really bad day at work today and his/her boss reprimanded
him/her for the mishaps. Your teacher will act as your colleague. Try to cheer him/her
up. You may use the expressions below: It happens to everyone. Look on the bright
side. You’re doing great. Don’t let it get to you.
Discussion
Discussão
1.Have you ever had to cheer up a colleague before? If so, what happened?
2.How do you deal with mishaps at work?
3.Is your work environment cheerful and friendly or somber and professional?
4.Do you get on well with your colleagues? Why? Why not?
70
Going Out For A Drink With Your Co-Workers
Useful Expressions
Expressões Úteis
Let’s go out for a drink.
Let's go grab a beer.
What do you say we go out for some drinks?
I’m buying.
It’s my treat.
It's on me.
I'll foot the bill.
Another round, please.
Let’s split the bill!
Let’s go Dutch.
Put it on my tab.
Dialogue Practice
James just got a promotion, so he invites his co-worker to go out for some drinks.
James
Hey Zach, are you doing anything after work?
Zach
71
Not really. I'm just going to walk home and watch a movie or something.
James
Perfect! What do you say we go out for some drinks instead? I'm buying. I finally got
that promotion I’ve been waiting for.
Zach
Nice! Congratulations, man! It was about time. Now, that's something to drink for.
James
It sure is! How about we go to that pub around the corner?
Zach
Sounds good!
Several hours later, Zach and James are in the pub. They see their co-worker, Jessica, in
front of the pub.
James
Hey, Jessica! Come on in! Why don't you join us for a drink? It’s my treat.
Jessica
Are you guys celebrating something?
James
As a matter of fact, we are. I got promoted! Come on, what are you drinking?
Jessica
Wow, congratulations, James! Okay, I could have one beer, I guess.

72
James
Waiter, one beer, please! Put it on my tab. And another round for the two of us.
A couple of hours later.
Zach
It's getting late. We should probably get going.
James
Yeah, you're right. I'll just go foot the bill.
Zach
No, I can't let you pay the whole bill, let's go Dutch.
James
No way, it's on me. When you get promoted, you'll pay.
Zach
Okay, it's a deal!
1 What did Zach plan to do after work?
2 Why did James invite Zach to go out for some drinks?
3 Who paid for the drinks?

73
Role Play
Situation
Situação
It's Friday, and after a long week, you decide it would be a good time to go out for a
drink with your colleagues. Your teacher will act as one of your colleagues. Ask
him/her out, and talk about who is going to pay the bill. You may use the following
expressions: Would you like to go out for some drinks?, Shall we go Dutch?, We
can split the bill., It’s my treat., I’ll foot the bill.
Discussion
Discussão
1.Do you and your colleagues often go out for a drink?
2.Are there any special customs or etiquette rules related to paying for things in your
country?
3.Do you engage in other activities with your colleagues? (e.g. teambuilding activities)
4.Do you prefer going out in small groups or large groups? Why?
74
Greeting A New Employee
Useful Expressions
Expressões Úteis
You're the new guy, right?
Are you new to the company?
I don't remember seeing you around here before.
Welcome to the team!
Welcome aboard!
I just wanted to welcome you to the team.
How do you like it here so far?
Are you from around here?
Where are you from?
Let me know if you need help with anything.
If there's anything I can help you with, don't hesitate to ask.
Looking forward to working with you.
See you around!
Dialogue Practice
Alex has recently joined the company. He is in the kitchen, making coffee, when David
shows up.
David
Hey, you’re the new guy, Alex, aren’t you?

75
Alex
Yes, I am. I’m afraid you have me at a disadvantage as you know my name but I don’t
know yours.
David
I’m David. We work in the same department, but I was on vacation till yesterday, so we
didn't have a chance to meet. I just wanted to welcome you to the team!
Alex
Thanks, David! It's great to meet you!
David
How do you like it here so far?
Alex
It's been great. Everyone's very nice, and I really like the atmosphere in the office. I
think I'm going to love working here.
David
Glad to hear that. Are you from around here?
Alex
No, I actually just moved from Boston. I am still trying to get used to life here. The
traffic is a bit too hectic, but other than that, I really enjoy living here.
David
You're right about that, but you'll get used to it. If you're up for it, we could meet this
weekend. I'd be happy to show you around, and can take you to some good bars.
76
Alex
Yeah, that would be great.
David
All right, it's a deal then. I should get back to my work now. I look forward to working
with you, Alex. And do let me know if you need help with anything.
Alex
Thanks a lot, David! See you around!
1 Does Alex like his new job?
2 What does Alex think about the city he moved to?
3 What will Alex and David do this weekend?
Role Play

77
Situation
Situação
A new employee has just joined your company. Welcome them to the company and
have small talk with them. Your teacher will act as the new employee. You may use the
following expressions: Are you new to the company?, I don't remember seeing you
around here before., Welcome aboard!, How do you like it here so far?, Where are
you from?, Feel free to ask, if there's anything I can help you with.
Discussion
Discussão
1.Do you usually feel nervous or excited on your first day of work at a new company?
Why?
2.How do you usually greet new employees? What do you do to make them feel
welcome?
3.Do you prefer becoming friends with your coworkers or do you think maintaining a
professional relationship is better? Why?
4.What are the pros and cons of developing friendships at work?

78
Answering A Call
Useful Expressions
Expressões Úteis
Hello, how may I help?
J&M Imports, Joanna Collins speaking, how can I help you?
Can I have your name, sir/madam?
May I ask who’s calling, please?
I'm sorry, I didn’t get your name.
Could you spell that for me, please?
Would you mind spelling that for me?
Where are you calling from?
Can you please tell me where you are calling from?
Just a moment, please.
Could you wait for a moment, please?
I’ll try to put you through.
Dialogue Practice
Mr. Adachi is trying to reach Mr. Carter. His secretary answers the phone.
Secretary
J&M Imports, Joanna Collins speaking. How may I help you?
Akio Adachi
79
Hello! May I speak with Mr. Carter?
Secretary
Can I have your name, sir?
Akio Adachi
My name is Akio Adachi.
Secretary
Would you mind spelling that for me?
Akio Adachi
Akio Adachi. That's A-K-I-O A-D-A-C-H-I.
Secretary
Thank you, sir. And where are you calling from?
Akio Adachi
I'm calling from HCA Shipping.
Secretary
Ok, Mr. Adachi, I’ll try to put you through. Kindly wait for a few seconds.
Akio Adachi
Thank you very much!

80
1 Which company did Mr. Adachi call?
2 What information did Mr. Adachi have to provide?
3 What company does Mr. Adachi work for?
Role Play
Situation
Situação
You work as a receptionist of a sales company. You receive a call from a web designer
that your company has recently hired. He/she would like to speak with the Accounting
Manager. Take the caller's details and put the call through. Your teacher will act as the
caller.
Discussion
Discussão
1.In your line of work, do you have to make many phone calls?
2.Do you prefer to talk on the phone or face-to-face?
3.Is your behavior different when making business phone calls, compared with informal
calls? How so?
4.Have you ever had to deal with a rude customer/client on the phone?
81
Taking And Leaving Messages
Useful Expressions
Expressões Úteis
Taking a Message
How may I be of assistance?
I’m afraid the line is engaged/busy.
I’m afraid he/she is in a meeting/not available at the moment.
I'm sorry, he/she's out of the office today.
Can I put you on hold?
Can I take a message?
Would you like to leave a message?
Could you give me your number, please?
I'll make sure he/she gets the message.
Leaving a Message
May I speak with Mr. Clarke, please?
I would like to speak with Mr. Clarke, please.
When do you expect him/her back in the office?
I need to speak with him/her on an urgent matter.
May I leave a message?
Would it be possible to leave a message?
Please tell him/her that...
Please ask him/her to call me as soon as he/she gets in.

82
Dialogue Practice
Mr. Smith is calling to inform Mr. Clarke of something important.
Receptionist
Good morning, this is Happy Marketing. How may I be of assistance?
Mark Smith
I would like to speak with Mr. Clarke, please.
Receptionist
May I ask who's calling?
Mark Smith
This is Mr. Smith from the ACE Solutions company.
Receptionist
Mr. Smith, I'm afraid the line is engaged at the moment. Can I put you on hold?
Mark Smith
I'm afraid I have to go now, and I really needed to talk to him on an urgent matter...
Receptionist
Would you like to leave a message, then?

83
Mark Smith
That would be great. Please tell him that we revised the terms of the contract and that
we sent the document 2 days ago through e-mail. He needs to check it as soon as
possible and then get back to us. If he did not receive the e-mail, please tell him to call
my secretary and she will re-send it.
Receptionist
Duly noted, Mr. Smith. Could you give me that phone number, please?
Mark Smith
Yes, it’s 043-865-4821.
Receptionist
Thank you very much, Mr. Smith. I will make sure Mr. Clarke gets your message as
soon as possible.
1 Did Mr. Smith manage to talk to Mr. Clarke?
2 What did Mr. Smith decide to do?
3 What did Mr. Smith want to tell Mr. Clarke?

84
Role Play
Situation
Situação
You work as a receptionist and you receive a call from the secretary of a company you
collaborate with. They are calling to inform your manager that the date of the opening
ceremony for their new shop has been changed. Your manager is in a meeting, so you
will have to take a message. Your teacher will act as the secretary. Switch roles
afterwards.
Discussion
Discussão
1.In your line of work, do you often have to relay messages?
2.What do you think is the hardest part about taking messages?
3.What kind of skills must a good receptionist have?
4.If the person you are calling is not available, do you usually leave a message? Why?
Why not?
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Placing An Order
Useful Expressions
Expressões Úteis
I'd like to place an order.
We're going to need...
Do you have it in stock?
What kind of shipping do you provide?
What's the estimated delivery date?
When can we expect to receive the items?
How long does it take for delivery?
Would it be possible to deliver them by Monday?
We would appreciate it if...
Dialogue Practice
Mr. Smith is calling Mr. Abbott from Office Best to place an order for some office
furniture.
Jonathan Abbott
Office Best, John Abbott speaking. How may I help you?
Mark Smith
Hello, Mr. Abbott. This is Mark Smith from Future Innovation. I recently visited your
showroom, and I was impressed with your latest office collection. I'd like to place an
order, if possible.
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Jonathan Abbott
Of course, sir. What would you like to order?
Mark Smith
We're going to need 20 office chairs and 10 desks from your Linear collection.
Jonathan Abbott
Understood. I believe we have enough units available in the warehouse, but I will have
to check to make sure. Is there anything else you would like to purchase?
Mark Smith
Not for now.
Jonathan Abbott
Okay, great. Could you give me your email, please?
Mark Smith
Yes, it's marksmith@gmail.com. And one more thing. What kind of shipping do you
provide? When can we expect to receive the items?
Jonathan Abbott
We offer Standard and Express shipping. It takes 5 to 7 working days to deliver the
goods with the Standard option. If you choose Express shipping, we can have your
items delivered within 3 working days.
Mark Smith
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Hmm, would it be possible to deliver them by Monday with Express shipping? We are
moving into a new office and we would appreciate it if we could have everything ready
by then.
Jonathan Abbott
I will have to check with our shipping company, but It's likely that we can manage to do
that.
Mark Smith
Okay, please let me know.
Jonathan Abbott
Will do. Thank you, sir!
Mark Smith
Thank you!
1.Why is Mr. Smith purchasing items from Office Best?
2.What shipping options do Office Best provide?
3.Why does Mr. Smith need the items delivered by next Monday?
Role Play
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Situation
Situação
You are responsible for establishing a new office. Make a phone call to a construction
company and place an order to purchase ceramic floor tiles. Make sure to inquire about
the availability, the type of shipment and the delivery date. Your teacher will act as a
receptionist at the construction company.
Discussion
Discussão
1.What type of shipment do you prefer when ordering goods? Why?
2.What would you do if the goods you ordered did not arrive at the scheduled time?
3.What can you say about customer satisfaction?
4.Have you ever visited a showroom?

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Asking For Information
Useful Expressions
Expressões Úteis
I’m interested in…
I’m calling to find out...
I'd like to inquire about...
I'd like to know more about...
I was wondering if you could give me some information about...
What can you tell me about...?
I have some questions about...
I'd like to know if it's possible to...
Could you tell me…?
Dialogue Practice
Mr. Abbott is calling Bright Communications to make an inquiry.
Agent
Hello, this is Janet of Bright Communications. How can I help you today?
Jonathan Abbott
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Hello. I’m interested in buying one of your new products. I was wondering if you could
give me some more information about it.
Agent
Of course, sir. What product are you interested in?
Jonathan Abbott
The Xplora Z phone. I’d like to know more about its features.
Agent
No problem. The Xplora Z has a 5-inch 1080p display, a 1.5GHz quad-core Snap
processor and a 13-megapixel auto-focus camera.
Jonathan Abbott
Nice. What can you tell me about its operating system?
Agent
The operating system is Aeon 4.1.
Jonathan Abbott
Sounds great. I have a few questions about the payment, as well. First, I'd like to know
if it's possible to order it online.
Agent
Yes, sir. You can order it on our website and have it delivered to your home.
Jonathan Abbott
Could you tell me how long it takes to deliver it?

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Agent
We can have it delivered within 3 business days.
Jonathan Abbott
Perfect! And what about the methods of payment? Do you accept credit cards?
Agent
Yes, sir, we accept PayPal, credit and debit cards.
Jonathan Abbott
Great! Thank you so much for all the information.
Agent
Thank you for contacting us. Have a great day!
1 Why did Mr. Abbott call Bright Communications?
2 What kind of processor does the Xplora Z have?
3 What methods of payment do they accept for online orders?
Role Play
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Situation
Situação
You are responsible for purchasing some furniture for the new office your company is
opening soon. Make a phone call to an office-supplies company and ask about the price,
size, and other features of the tables and chairs for the new office. Your teacher will act
as the receptionist of the office-supply company.
Discussion
Discussão
1.Do you make inquiries to businesses over the phone on a regular basis? Why? Why
not?
2.Have you ever been misinformed about something you purchased? If so, what
happened?
3.Do you do a lot of shopping online? Why? Why not?
4.Are there any products that you would never buy online? Why?
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Making A Reservation
Useful Expressions
Expressões Úteis
I would like to make a reservation.
I would like to book a table for Friday evening.
I'd like to make a reservation for Friday evening.
Are there any tables available for Friday night?
I will need the reservation for Friday night.
I would prefer 8 pm.
There will be seven of us.
Could we get a table in the non-smoking area/by the window/in a quiet area?
Dialogue Practice
Mr. Abbott is calling Sunrise Restaurant to make a dinner reservation.
Receptionist
Hello, Sunrise Restaurant. How may I help you?
Jonathan Abbott
Hello, I would like to make a dinner reservation for Friday.
Receptionist
Certainly, sir. How many people will you need the reservation for?
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Jonathan Abbott
There will be 6 of us.
Receptionist
Okay, no problem. What time would suit you?
Jonathan Abbott
Ideally, I’d like it to be at 8 pm.
Receptionist
6 people, 8 pm. That won't be a problem. Would you prefer the smoking or non-
smoking area?
Jonathan Abbott
Non-smoking, please. And could we get a table in a quiet area of the restaurant?
Receptionist
Certainly. Can I have your name, please?
Jonathan Abbott
Jonathan Abbott.
Receptionist
Mr. Abbott, you have a table for 6 reserved for this Friday at 8 pm. See you then.
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Jonathan Abbott
Thank you very much! I look forward to it.
1 What kind of reservation did Mr. Abbott make?
2 How many guests will join Mr. Abbott for dinner?
3 What time did he make the reservation for?
Role Play
Situation
Situação
You are planning to hold a company party at the restaurant of Hotel L’Acole. Call the
hotel and make a reservation. The party will be held at 6 pm on this coming Friday. The
number of participants will be 20. Your teacher will be the hotel receptionist.
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Discussion
Discussão
1.Why do you think it is important to make reservations?
2.Why do you think some restaurants refuse to take reservations?
3.What things do you consider when choosing a restaurant?
4.Have you ever had to organize a large business event?

97
Accepting A Job Offer
Useful Expressions
Expressões Úteis
I was hoping to hear from you.
Thank you for giving me this opportunity.
I am looking forward to working with you.
It will be an honor to work with you.
I am eager to start working with you.
When can I expect to start?
How soon can I start?
I should be able to start from next Monday.
Dialogue Practice
Jessica receives a call from Mr. Smith who works in the HR department of a company
she is interested in working for. He informs her of the result of the interview she had a
few days earlier.
Mark Smith
Hello, Ms. Jessica Sharp? This is Mark Smith from UTC Company.
Jessica
Yes, I was hoping to hear from you!

98
Mark Smith
I'm calling to see if you are still interested in working for us.
Jessica
Yes, very much so!
Mark Smith
I'm glad to hear that. Ms. Sharp, we would like to offer you the PR position that you
have applied for.
Jessica
That is excellent news, Mr. Smith. I can't wait to start!
Mark Smith
That's great to hear. We're also looking forward to having you here.
Jessica
When do you need me to start?
Mark Smith
How soon would you be able to start? If I remember correctly, you are still employed at
another company.
Jessica
I have already sent my two weeks' notice to my boss. I should be able to start from next
Tuesday.
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Mark Smith
That sounds great. We will be expecting you on Tuesday at 8 am.
Jessica
Thank you very much, Mr. Smith. And thank you, once again, for giving me this
opportunity. I'm really looking forward to working with you.
1 Why did Mr. Smith call Jessica?
2 Is Jessica currently unemployed?
3 How soon can Jessica start working?
Role Play
Situation
Situação
You receive a call from the HR manager who interviewed you a week ago. You are told
that you have passed the interview. Your teacher will act as the HR manager. You may
use the following expressions:
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I was hoping to hear from you.
It’s an honor to be part of your company.
Thank you for giving me this opportunity.
I’m more than happy to be able to contribute to the growth/success of the company.
How soon can I start?
Discussion
Discussão
1.What do you consider before accepting a job offer? Why?
2.Do you ask for other people’s opinion before accepting a job offer? Why? Why not?
3.What do you look forward to, when joining a new company?
4.What is your dream job? Why?

101
Dealing With a Wrong Number
Useful Expressions
Expressões Úteis
I’m afraid you’ve dialed the wrong number.
You must have dialed the wrong number.
Sorry, I think you have the wrong number.
May I ask who you are trying to contact?
Who are you trying to reach?
There’s no Mark here.
Sorry, there's no one by that name here.
What number did you dial?
It’s not a problem at all.
Dialogue Practice
Mr. Abbott is calling one of his clients, Mr. Walters, to inquire about an appointment
that Mr. Walters did not show up for.
Jonathan Abbott
Hello, I am calling about the meeting we scheduled for today.
David
Hello, who is this?

102
Jonathan Abbott
I'm sorry, this is Jonathan Abbott, from Office Best. We were supposed to have a
meeting today.
David
I am sorry, you must have dialed the wrong number... Who are you trying to reach?
Jonathan Abbott
I am trying to reach Mr. Walters.
David
There is no Mr. Walters here. What number did you dial?
Jonathan Abbott
I was trying to call 555-5698.
David
Oh, I see. This is 555-5689. So it's 5689, not 5698.
Jonathan Abbott
Oh, I am so sorry for the inconvenience!
David
It’s not a problem at all.

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1 Who was Mr. Abbott trying to reach?
2 Why couldn't he reach his client?
3 Why did he want to talk to Mr. Walters?
Role Play
Situation
Situação
Somebody calls to make an appointment at the dentist but they’ve dialed the wrong
number. Your teacher will be the person calling the wrong number. You may use the
following expressions: I’m afraid you have dialed the wrong number., Who were
you trying to reach?, Sorry, there's no one of that name here., What number did
you dial?, Don't worry about it.
Discussion
Discussão
1.Have you ever had to deal with someone calling the wrong number? What did you
do?
2.How do you react when you realize you have called the wrong number?
3.Do you usually answer calls from unknown phone numbers?

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4.Have you ever had to deal with prank calls?

105
Giving Directions To The Office
Useful Expressions
Expressões Úteis
Go straight ahead.
Take a left/right/U-turn.
Can you see a supermarket up ahead/on your right/on your left/behind you?
Walk straight till you see...
You will notice/see...
Look for the...
Go past the...
Go straight until you reach...
Dialogue Practice
Nina is asking the secretary of a law firm how to get to their office.
Nina
Hello, this is Nina Richards. I called yesterday to make an appointment for today.
Secretary
Hello Ms. Richards, good to hear from you. How may I help?
Nina
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I am trying to get to your office, but I think I got a little lost. I know your office is
downtown, and I’m standing in front of the shopping center, but I'm not sure where to
go from here. Could you give me some directions?
Secretary
Certainly, I’d be glad to. First, look for a big billboard with a cellphone ad. Can you see
it?
Nina
Yes, I see it.
Secretary
Great. You should go in that direction. Go past the mall and take a left at the corner
with the newsstand. Does that make sense?
Nina
Yes, so far so good.
Secretary
Then just walk straight and take the third right and you’re there.
Nina
Ok, I got it. Sorry for the trouble.
Secretary
No problem at all. I will be here waiting for you at the front desk.
Nina
Thanks a lot! See you soon.

107
1 Why did Nina call the law firm?
2 In what area is the law firm located?
3 What was the first point of reference that the secretary gave?
Role Play
Situation
Situação
Somebody calls to ask for directions to get to your office. Help that person get there.
Your teacher will act as the caller. You may use the following expressions: Can you
see... ?, Go past the..., Walk straight ahead for about 500 m., You may notice a
convenience store on your right., Take a left/right turn.
Discussion
Discussão
1.Have you ever got lost? How did you find your way?
2.Are you good at following maps?
3.Do you use online maps when travelling? Why? Why not?
4.What would you do if a foreigner got lost and could not understand your directions?
108
Making An Appointment
Useful Expressions
Expressões Úteis
I’d like to make an appointment with Mr. Smith.
When would you be available?
Are you available on Tuesday?
Would that be ok for you?
Is Wednesday convenient for you?
Would that suit you?
I'm afraid I have another appointment at that time.
I'm sorry, but I won't be able to make it on Wednesday.
Could we meet on Thursday at 6 pm instead?
Dialogue Practice
Nicole has contacted Mr. Stein's office in order to make an appointment.
Nicole
Hello, my name is Nicole Daniels. Is this Mr. Stein's office?
Secretary
Hello, Ms. Daniels. Yes it is. How may I help you?

109
Nicole
I'd like to make an appointment with Mr. Stein. We talked a week ago about the
possibility of a business partnership and he told me to call and make an appointment for
this week.
Secretary
I understand. Let me see. Mr. Stein seems to have quite a busy schedule for this week.
The earliest time he could meet would be on Wednesday at 4 pm. Would that be ok for
you?
Nicole
I'm afraid I have another business meeting at that time. Would it be possible to set an
appointment for any other day?
Secretary
How about Thursday at 3 pm? Would that suit you?
Nicole
That would be perfect.
Secretary
Okay, Ms. Daniels. I have scheduled the appointment for Thursday, 3 pm. We will be
waiting for you.
1 Why did Nicole call Mr. Stein's office?
2 What does Nicole want to talk to Mr. Stein about?

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3 When will the meeting be held?
Role Play
Situation
Situação
You are calling to make an appointment for an interview at a company called Sunny
Days Inc. Your teacher will act as the secretary. You may use the following
expressions: I am calling to make an appointment., When would you be available?,
I'm sorry, but I won't be able to make it on Tuesday., Would it be possible to set an
appointment for any other day?, That would be perfect.
Discussion
Discussão
1.In your line of work, do you usually have to make appointments?
2.Do you prepare for your appointments in advance? If so, how?
3.Have you ever been late for an appointment? If so, what happened?
4.Are you typically a very punctual person?

111
Making An Apology
Useful Expressions
Expressões Úteis
Making an Apology
I am deeply/sincerely/terribly sorry.
I’m very sorry for...
I must apologize for...
Please accept my apologies for...
My apologies, sir/madam.
I didn’t realize that...
I didn't mean to...
I now realize that I should have...
I assure you it will not happen again.
Responding to an Apology
It’s all right.
No problem.
I understand.
Don't worry about it.
No harm done.
I accept your apology.
Apology accepted.
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Dialogue Practice
Matt was told to submit the sales report before the deadline, but he failed to do so. He
was called by his direct Manager.
Manager
Matt, please have a seat.
Matt
Thank you, sir.
Manager
As you already know, I asked you to submit the sales report by the end of last week.
And I still haven't received it. What happened?
Matt
Yes, sir, I'm terribly sorry about that. I was planning to finish it on Friday, but I got
caught up with another task. When I realized that I would not be able to finish it, I
decided to leave it for the weekend. However, I had to attend to some personal matters
during the weekend, so I failed to submit it. I'm really sorry about this, sir. Please accept
my sincere apologies.
Manager
Okay, I understand, but you need to know your priorities. If I ask you to do something
by a certain time, I expect it to be completed. And you need to let me know if anything
else gets in the way.
Matt
Yes, sir. Once again, I am very sorry. I now realize that I should have talked to you
about it on Friday, when I received the other task.
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Manager
That’s all right for now, but I hope this won't happen again, Matt.
Matt
Thank you very much, sir. I can assure you that it will not happen again. I am almost
done with the report and will submit it in a few hours.
Manager
Thank you, Matt!
1 Why did Matt fail to submit his sales report on time?
2 What other task was Matt working on?
3 Did Matt's manager accept his apology?
Role Play
Situation
Situação
You have been late for work every single day for the last week. Your manager has
called you into his/her office. Explain why you have been late and apologize. Your
teacher will act as the manager. You may use the following expressions: I admit that...,
I am deeply/sincerely sorry., Please accept my apologies., I now realize that I
should have..., I promise it won't happen again.
114
Discussion
Discussão
1.Is apologizing easy or difficult for you? Why?
2.Can you think of an instance in which you had to apologize to your boss or colleague?
What happened?
3.Why do you think some people struggle with apologies?
4.Do you find it hard to accept other people's apologies?

115
Showing Interest And Appreciation
Useful Expressions
Expressões Úteis
Showing Interest
How's your day going so far?
Has your day been busy so far?
What are you working on?
How is it coming along?
I think you did a nice/great job with/on ...
Expressing Appreciation
Thanks for all your help.
I really appreciate your help.
Thanks a million.
Many thanks for your help.
I couldn’t have done it without you.
Dialogue Practice
Nina and Alex are having a conversation in the office.

116
Nina
Hey, Alex. What are you working on?
Alex
I’m making some charts for my presentation next week. Do you want to see them?
Nina
Sure!
Alex shows Nina the charts he's created so far.
Nina
Nice! You're really good at this. I think you did a great job with the last presentation. I
bet this one will look great, too!
Alex
Oh, thanks! I really appreciate your feedback. So, how's your day going so far?
Nina
Not that great, actually. I am a bit stressed about this report I have to prepare for one of
our investors.
Alex
What kind of report are you making? Perhaps I can help you with something?
Nina
Well, come to think of it, maybe you could help me prepare some charts to reflect the
stats I gathered. Since you're so good at it.
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Alex
Sure thing! Just give me a few minutes to wrap this up.
Nina
Wow, thanks, Alex! I wouldn't be able to do it without you.
Alex
Oh, I'm sure you would manage just fine!
1 What is Alex working on?
2 Why is Nina stressed?
3 How can Alex help her?
Role Play

118
Situation
Situação
You are talking to your colleague about a project you both worked on last week. Your
colleague recently held a presentation about the project and your manager was satisfied
with it. Talk about your current tasks and let your colleague know that you appreciate
their help on the completed project. Your teacher will act as your colleague. You may
use the expressions below: How is the new task coming along?, You did a great job
with the presentation!, I really appreciate..., I couldn’t have done it without you., It
was great working with you on that!
Discussion
Discussão
1.Do you usually check up on your colleagues to see how they're doing? Why? Why
not?
2.Does your job require a lot of collaboration? Why? Why not?
3.Do you help your colleagues with their tasks on a regular basis? Why? Why not?
4.Do you feel comfortable asking your colleagues for help? Why? Why not?
119
Describing A Product
Useful Expressions
Expressões Úteis
Asking About a Product
What can you tell us about this model/product?
What are the specifications of the product?
What features does it have?
How does it work?
What is the difference between the previous model and this one?
Can you give us some details about this?
How much does it cost?
Describing a Product
This is our newest product.
This is one of our latest designs.
This particular model is ...
It is made of ...
This is equipped with ...
This one features ...
It can be used for ...
It contains ...
This costs $500.
This is priced at $500.

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This comes with ...
It comes in a variety of colors/sizes.
Dialogue Practice
A sales agent from Bright Communications is presenting their latest product at a

conference. Some of the guests are asking questions about it.
Agent
Good morning, everyone! It is my honor to be here and present to you our newest
product, the X-plora phone. Dare I say, it is a revolutionary device, better than anything
you've seen so far!
James
What is the difference between the previous model, and this one?
Agent
This version is two times faster than the last model we produced.
James
And what can you tell us about the specifications of this phone?
Agent
The X-plora phone features a 41-megapixel camera. This particular model is also
waterproof and its battery life will be longer compared with other brands and models.
Hannah
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Can you give us some details about this? What supports your statement about the
battery life?
Agent
The phone is equipped with a battery protector and battery saver, and it also comes with
a solar charger.
Hannah
I admit that's rather extraordinary! Do you believe it will sell as well as the last model?
Agent
Absolutely!
Hannah
How much will it cost?
Agent
This model is priced at 500 US dollars. However, we are giving a 50-dollar discount to
the first twenty buyers. Thank you, everyone!
1 How is the new phone different from the previous version, according to the agent?
2 What is so special about the phone's battery?
3 How many people can buy the phone for lower than the market price?
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Role Play
Situation
Situação
Your company has released a smart-watch. Try to describe its features. You may get as
creative as possible (example features: GPS, heart-rate monitor or fitness monitor, water
resistance, payment application, calendar reminders, step tracking, weather forecast,
battery life). Your teacher will act as a potential client and will ask you questions about
the product.
Discussion
Discussão
1.Have you ever had to convince someone to buy something?
2.What skills does one need in order to be a successful salesperson?
3.How would you promote a new product? What marketing methods would you
employ?
4.What are the main features/specifications you take into consideration when
purchasing a cell phone?
123
Expressing An Opinion
Useful Expressions
Expressões Úteis
Asking for an Opinion
What do you think?
Care to share your opinion?
What are your thoughts on this?
What do you make of this?
What is your take/stand on this?
Stating an Opinion
Personally, I think/believe/feel...
In my opinion...
If you ask me...
As far as I'm concerned...
The way I see it...
Expressing Agreement
I agree with you.
I couldn't agree more.

124
You're absolutely right.
We’re on the same page.
Expressing Disagreement
I’m afraid I disagree.
I beg to differ.
I'm not so sure about that.
I don't see it that way.
With all due respect, I don’t think that is true/I think you’re wrong.
Dialogue Practice
After examining several web designers' portfolios, a team is trying to decide whom to
hire.
Nina
In my opinion, this designer, Luigi Rossi, had the best portfolio. What do you guys
think?
Saya
I agree with you. I also liked Marina's work. I cannot really decide between the two.
Zach
I’m afraid I disagree. Luigi's work is far too bold and unconventional. We don't want
our clients to be confused or taken aback when they visit our site. We should keep it
minimalistic. Take Sonya's work for example. It's so simple, clear, and beautiful.
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Nicole
Zach and I are on the same page here. Luigi's websites are too flashy. Also, if you ask
me, we should try to find someone with more experience under their belt, someone who
has already been working in the field for at least 5 years.
Nina
Saya
I beg to differ. There are plenty of young, talented people who just lack experience.
They're not any less competent than the more experienced applicants.
Nina
Well then, it seems like we won't reach an agreement on this easily. Let's submit this to
a vote.
1 What kind of style does Zach prefer for the company's website?
2 What kind of person does Nicole deem to be fit for the job?
3 Was an agreement reached in the end?
Role Play

126
Situation
Situação
You are a manager in a company. You are having a discussion with another manager
about whether you should let your employees work from home. One of you believes
that allowing your employees to work from home will bring positive results, whereas
the other one thinks it will only impede their productivity. Bring arguments to support
your opinion. Your teacher will be the other manager.
Discussion
Discussão
1.Do you usually engage in debates? Why? Why not?
2.Do you think disagreeing with someone can be beneficial? Why? Why not?
3.Do you think it is necessary for a company to have people with different opinions?
Why or why not?
4.Why is it important to learn about different opinions and perspectives?

127
Asking Your Co-Worker For Help
Useful Expressions
Expressões Úteis
Do you have a spare moment?
Do you have some free time?
Could you give me a hand?
Could you help me out with something?
Could you do me a favor?
I could use some help with this.
Sure thing.
I could give you a hand with that.
I’m happy to help.
I’m glad I could help.
Dialogue Practice
James is having trouble finishing a monthly report and asks Matt for help.
James
Hey, Matt! Do you have some spare time?
Matt
I think so. What's wrong?

128
James
This monthly report is killing me. I have so much data to analyze and not enough time.
Do you think you could help me out with it?
Matt
Sure thing, I could give you a hand. Where do you want me to start?
James
How about the sales report from the new shop?
Matt
Deal!
James
Thanks to you, I think I will be able to hand it in on time. I owe you one.
Matt
No problem. I’m happy to help.
1 Why did James ask for help?
2 Is Matt willing to help James?
3 Where does James want Matt to start?

129
Role Play
Situation
Situação
Your boss asks you to update the contents of the company's website, but you are new in
the office and you don’t know how to do it. You ask your colleague for help. Your
teacher will act as your colleague. You may use the following expressions: Do you
have a spare moment? Do you think you could lend me a hand? I owe you!
You're a life saver! If there's anything I can ever help you with, please let me
know.
Discussion
Discussão
1.Have you ever been in a situation where no one could help you? What did you do
then?
2.Has someone you helped ever taken credit for your work?
3.How do you deal with the time pressure/deadlines at work?
4.Do you work well under pressure? Can you give examples of situations where you
had to work under pressure?
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Welcoming A New Employee
Useful Expressions
Expressões Úteis
Welcome aboard!
Welcome to your new office.
We have been looking forward to your arrival.
How do you feel on your first day here?
Let me show you around.
Let me take you to your office.
I will show you to your cubicle.
I'll leave you alone so you can settle in.
Please feel free to ask me if you need anything.
Please come see me if you have any questions.
Dialogue Practice
It's Camille's first day at work. Mr. Smith welcomes her to the company.
Mark Smith
Camille! Welcome aboard! How are you? Did you get here all right?
Camille
Yes, great, thank you! I'm just really excited and can't wait to meet everyone.
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Mark Smith
Well, I'm glad to hear that. But first, let me show you around and to your office.
Camille
I have an office?
Mark Smith
Of course you do! You are the Project Manager. Okay, here we are.
Camille
So, this is my space. I like it!
Mark Smith
Yes, this will be your home away from home. So, feel free to organize this space in any
way you want.
Camille
Great, thank you! I think I'm going to enjoy working here.
Mark Smith
You will have six people working under you. After lunch, I will introduce you to your
subordinates and to everyone you will work closely with.
Camille
That sounds good. Where do you usually have lunch?
Mark Smith
132
There's a cafeteria on the second floor. The food is quite good there. But you can also
bring your own food and eat in the dining area.
Camille
That's good to know.
Mark Smith
Now, here's your schedule. We have a regular meeting every Tuesday. The other four
meetings in your schedule are the monthly meetings with the managers. Other than that,
you are free to organize your time and your tasks in any way you like, as long as you
are efficient and bring good results.
Camille
I'm quite good at time management, so that shouldn't be an issue.
Mark Smith
That's great to hear. Okay, I'll leave you alone now, so you can settle in. Please feel free
to ask me if you need anything. You know where to find me.
Camille
Thank you, sir! And thank you for taking the time to show me everything, I appreciate
it!
1.Is Camille going to manage a team?
2.Where will Camille eat lunch?
3.How many regular meetings will Camille have every month?

133
Role Play
Situation
Situação
You are the manager of a publishing company. Your teacher will act as a new
employee. Give him/her details about the workplace, the team and the tasks. You may
• Welcome aboard!
• I will show you to your cubicle and introduce you to the team.
• There's a weekly meeting every Monday at 9 am.
• I'll leave you alone so you can settle in.
• Let me know if you have any questions.
Discussion
Discussão
1.How do you usually feel on your first day at a new job?
2.What should people do to try to make a good first impression on their new boss or
colleagues?
3.Do you expect people to be friendly towards you on your first day at a new job?
4.Do you prefer to share your working space with someone or do you prefer to have
your own space? Why?
134
Assigning Tasks
Useful Expressions
Expressões Úteis
Could you do this/that?
I would like you to do this/that.
I need you to do this/that.
There’s a new task/project I’m hoping you can take on.
Hopefully, we can get this done by the end of the week.
We need to have this done by next Monday.
Have it in by 5 pm.
Please, get started ASAP.
Please, prioritize this task.
Dialogue Practice
Read the dialogue aloud with your teacher.
Mr. Smith is a senior manager at a well-known architecture firm. Alex is working as an

intern at the firm.
Mark Smith
Hey Alex, could you come to my office for a moment?

135
Alex
Right away, boss.
Mark Smith
There’s a new task I’m hoping you can take on. We have some potential clients coming
in who are interested in the new building that we are working on. I'd like you to make a
scale model of the building.
Alex
Of course, sir. What size would you like the building model to be?
Mark Smith
You could make it in 1:50 scale.
Alex
Understood. Do you want it to be in color or just white?
Mark Smith
In color would be better. These clients are very important, so make sure you prioritize
this task. We don't want to keep them waiting.
Alex
Got it. When is the deadline?
Mark Smith
It needs to be finished by noon on Tuesday, at the latest. Please get started on this
ASAP.
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Alex
Okay, I'll get to work on this straight away.
1 What task did Mr. Smith give to Alex?
2 What does Mr. Smith need the building model for?
3 When does Alex need to finish the task by?
Role Play
Situation
Situação
You are the manager of a publishing company. You need one of your staff members to
prepare and show you the cover of a magazine by the end of the week. Your teacher will
act as your subordinate. You may use the following expressions: I need you to ...,
Could you also...? Have it done by the end of the week. , Please, prioritize this task.
137
Discussion
Discussão
1.Have you ever had to manage other people's tasks?
2.How would you make sure that your subordinates met deadlines?
3.Do you prefer completing tasks alone or in a team? Why?
4.Do you ever feel overwhelmed by the amount of tasks that you have to do at work?
138
Getting A Promotion
Useful Expressions
Expressões Úteis
You are being considered for a promotion.
You have proven yourself to be...
We need more people like you.
I believe you are the best person for the job.
I'd like to offer you the position of...
I'm promoting you to...
Congratulations, you’ve earned it!
Keep up the good work!
Thank you for recognizing my efforts.
I hope I will fulfill your expectations.
I will do my best to meet your expectations.
I promise I won't let you down.
Dialogue Practice
Mr. Abbott is promoting one of his employees, David.
Jonathan Abbott
David, in the past three months you have been getting more and more tasks. The team
has also expanded a lot, we recently hired two new members.
139
David
That is correct, sir. And it is a great team, I am sure there's plenty of good things in store
for us.
Jonathan Abbott
As you know already, we were commissioned for a number of projects that we have to
finish in the next few months. That is why, I have been considering some of you for a
promotion. And I decided you are the best person for the job. I'm promoting you to
Project Manager.
David
Really? I don't know what to say, sir. Thank you so much for recognizing my efforts
and for trusting me.
Jonathan Abbott
You’ve earned it through your hard work, ambition and long hours.
David
Thank you, sir, it means a lot to me. I promise I will do my best to meet your
expectations.
Jonathan Abbott
Keep up the good work and you’ll be going even higher up the ladder in no time. Now,
for your first task in this position, I would like you to make a presentation and show me
the planned timeline for the new project. But first, let's make an announcement about
your promotion.
David
Understood, sir! Thank you so much!

140
1.Why did Mr. Abbott decide to promote David?
2.Was David the only candidate that Mr. Abbott had considered for the promotion?
3.What is David's first task as the Project Manager?
Role Play
Situation
Situação
You call one of your employees to your office to let them know that they are being
promoted. You may use the following expressions:
• I'd like to offer you the position of...
• You have proven yourself to be...
• You’ve earned this promotion.
• We need more people like you.
• Keep up the good work!

141
Discussion
Discussão
1.Have you ever been promoted? If so, how did it feel?
2.Have you ever had to promote or nominate somebody for a promotion?
3.What kind of people do you think deserve a promotion?
4.What are other ways to acknowledge an employee's work and efforts, aside from
promoting them?
142
Giving Advice To Your Co-Worker
Useful Expressions
Expressões Úteis
You should/need to/have to...
If I were you, I would...
Be more confident!
You might want to consider...
It might be a good idea to…
You could also try...
It helps if you...
It’s easier if you...
Just try not to...
Thanks for the pointers/heads-up.
Dialogue Practice
James is having issues getting a promotion. Carol is trying to give him some advice.
Carol
James, what's wrong? You seem upset.
James
It's the second time I lost the chance to be promoted. And to be honest, I don't know
what I am doing wrong! I've completed all of my tasks successfully and on time!
143
Carol
I am sorry to hear that. But you know, sometimes, work is more than just completing
your tasks. You need to show some initiative and have vision! If I were you, I would try
to come up with some new ideas and methods and present them to the boss. They may
not always be worth implementing, but it'll show you are doing more than just what
you're told.
James
You may be right. It can also show that I can work independently and responsibly, and
those are important qualities.
Carol
Exactly. You need to learn the ropes quickly. Try to learn from your superiors, or
leaders in other departments.
James
I'll try to do all that. Thanks for the pointers, Carol!
Carol
You're welcome. And here's one last piece of advice: be confident! You can do it!
1.What was troubling James?
2.Does James understand why he was not promoted?
3.What advice did Carol give him?

144
Role Play
Situation
Situação
You work in a currency trading company. You have a new co-worker who is trying to
learn the ropes. Help him out by giving him some advice. Your teacher will act as your
new colleague. You may use the following expressions: You should always..., When
talking to the client, try..., It helps if you..., Be confident when negotiating., You
could also try to...,
Discussion
Discussão
1.Have you ever had to give advice to a co-worker? How did it go?
2.Do you think you should ask for advice when starting a new job? Why do you think
so?
3.Do you think it’s better to ask for advice and tips than to find things out for yourself?
Why?
4.What kind of advice would you give to someone who just started working at your
company?
145
Reprimanding Your Staff
Useful Expressions
Expressões Úteis
It's come to my attention that...
I am quite disappointed.
We are not satisfied with your performance.
You can't let your personal life affect your performance.
This is not acceptable in our office/team.
Such behavior will not be tolerated.
You should apologize immediately.
You need to keep your composure.
Don’t let it happen again.
Dialogue Practice
James lost his temper at the office. He has been called to his boss’ office for an official
reprimand.
Jonathan Abbott
James, I must say I am quite disappointed with your behavior today. Care to tell me
what happened?
James
I lost my temper. I have been quite stressed both at home and at work lately, and I just
lost it today.
146
Jonathan Abbott
You must understand we do not tolerate such outbursts here. Your colleagues were a bit
shaken after the incident. You must apologize to them, especially Paul, whom you
shouted at.
James
I can't tell you how sorry I am. I promise it will never happen again.
Jonathan Abbott
You need to keep yourself together. If I cannot rely on you to do this, then there is no
point in working together. Please note that I will just give you a verbal warning this
time. But don't let it happen again.
James
Understood, sir. I'll go apologize right away.
1.What did James do that affected his colleagues?
2.How did his boss deal with the situation?
3.What does James need to do in the future in order to keep his job?
Role Play

147
Situation
Situação
One of your employees has not been performing well at work recently, and you need to
reprimand him. Your teacher will act as your employee. You may use the following
expressions: It's come to my attention that..., Can you tell me what happened?,
Make sure it doesn’t happen again., Please figure out what went wrong., You can't
let your personal life affect your performance.
Discussion
Discussão
1.Have you ever had to reprimand someone? What for?
2.Have you ever been reprimanded? What happened?
3.What do you think is the right way to reprimand someone?
4.What can we learn from our mistakes?

148
Resigning From A Job
Useful Expressions
Expressões Úteis
Unfortunately, I have to tell you that I am leaving the company.
I have come to a decision to leave the company.
I'd like to give you my two weeks' notice.
I'd like to hand in my letter of resignation.
I'd like to submit my resignation.
I really enjoyed my time working here.
I am grateful for all your help and support.
I would appreciate/be grateful if you could write a letter of recommendation for

me.
Dialogue Practice
Nicole has to resign from her workplace. She is informing her boss, Mr. Smith, of her
decision.
Nicole
Sir, do you have a moment?
Mark Smith
Of course! Have a seat.

149
Nicole
Thank you. I am afraid I have some bad news. Due to some family obligations, I find
myself forced to move back to my hometown. I would like to give you my two weeks'
notice and will hand in my letter of resignation by the end of the day.
Mark Smith
I’m so sorry to hear that we will be losing you. You have been a great asset to this firm
for the past ten years.
Nicole
Thank you, sir. I am really sorry to be leaving. This has been an amazing opportunity
for me, and I really enjoyed my time here. I'm truly grateful for everything you have
done for me.
Mark Smith
Thank you, as well, Nicole. It was a real pleasure working with you. Have you found
another job yet?
Nicole
Unfortunately, not. Actually, if you could write a letter of recommendation for me, that
would be most helpful.
Mark Smith
Of course Nicole, no problem.
Nicole
Also, if you’d like me to train someone for my position I’d be more than happy to do
that.
Mark Smith
150
Thank you. I’ll let you know once we find someone to replace you.
Nicole
Well then, I’ll go back to my work for the time being. Thank you for your time, sir.
1.What news did Nicole bring to her boss?
2.Why did Nicole decide to resign?
3.What did Nicole ask for from her boss?
Role Play
Situation
Situação
You have decided to resign and you have to inform your boss about your decision. Give
a reason for quitting. Your teacher will act as your boss. You may use the following
expressions: I'd like to tender my resignation., This is my one month's notice., I
have truly enjoyed working here., I am grateful for..., If you could write a letter of
recommendation, I'd be most grateful.
151
Discussion
Discussão
1.Have you ever resigned from a job before? How did it go?
2.Are you satisfied with your current workplace?
3.How would you feel if you were forced to resign from a job that you loved?
4.What is your "dream job"? What is the most appealing thing about that job?
152
Firing An Employee
Useful Expressions
Expressões Úteis
This is not an easy task for me to do.
There is no easy way to say this.
I'll cut to the chase.
I'm really sorry, but we will have to let you go.
I'm afraid we will no longer need your services.
We have already prepared a letter of recommendation for you.
We will give you a severance package.
We appreciate the contribution you have made to the company.
We appreciate all the hard work you did for us.
We wish you well in your future endeavors.
Dialogue Practice
Mr. Abbott is delivering some bad news to one of his employees, James.
Jonathan Abbott
James, please have a seat. I'm afraid I have some bad news. There is no easy way to say
this, so I'll cut to the chase. I'm really sorry, but we will have to let you go.
James
153
What?! Why? I mean, I know the company is going through some tough times, but I did
not see this coming. I don't know what to say. This is a lot to process right now.
Jonathan Abbott
Please understand that this was a very difficult decision, but it had to be made. The
company is in the red and we did not have any other options.
James
I understand, but... What am I supposed to do now? I have a family...
Jonathan Abbott
I understand that this might be difficult to deal with at the moment, but I'm sure that,
with your skills and commitment, you will very soon find a job at another company. We
have already prepared a letter of recommendation for you. And we will be more than
happy to speak on your behalf to any potential employer you contact.
James
Okay... Thank you. So, is that it? I'm free to go? I guess I should start cleaning out my
desk.
Jonathan Abbott
Yes, that is it. I'm really sorry, James. We have also prepared a severance package for
you that includes the current month’s and the next month’s pay. You can pick it up on
your way out. And I want you to know that we appreciate all the hard work. I'm very
sorry about this, James.
1.Why did Mr. Abbott call James to his office?
2.Why did Mr. Abbott make such a decision?

154
3.What was James offered as compensation?
Role Play
Situation
Situação
You have to fire an employee because he has been performing very poorly over the past
6 months. You may use some of the following expressions: This is not an easy task for
me to do., I'm afraid we will no longer need your services. Considering your
performance..., we will give you a severance package. We wish you well in your
future endeavors.
Discussion
Discussão
1.Have you ever had to fire someone? How did it go? If not, how do you imagine you'd
feel when firing someone?
2.What do you think is the best way to deal with being fired?
3.What are the main factors that employers take into consideration when deciding who
to fire?
4.Are you concerned or optimistic about the state of the economy in your country?
Please explain your answer.
155
Announcing A Pay Cut
Useful Expressions
Expressões Úteis
The company is in the red.
We are forced to impose a salary reduction.
We are left with no other option but to impose a salary reduction.
We're going to have to cut your pay by...
I know this is not the best news.
We didn’t take this decision lightly.
As soon as we break even, we will get your salaries back to where they were.
How big of a reduction are we talking about?
How long do you expect this pay cut to last?
Dialogue Practice
Mr. Smith has invited David to his office, to inform him of the pay cuts that are about to
be implemented.
Mark Smith
Hi, David. Please take a seat.
David
156
Thank you, sir.
Mark Smith
I called you here today, because I need to break some bad news to you. As you already
know, the economic crisis has hit us very hard and for the last few months the company
has been going in the red.
David
Yes, sir. We have all been working very hard, in an attempt to recover from the current
situation.
Mark Smith
And we appreciate all your hard work. Unfortunately, despite all of our efforts, we are
now forced to cut our expenses drastically. I am afraid we are left with no other option
but to impose a salary reduction on all employees. I know this is not the best news, but
this is just a temporary solution.
David
Okay... How big of a reduction are we talking about?
Mark Smith
Ten percent. And I want you to understand that we didn’t take this decision lightly. This
was the only way to avoid layoffs, and job security is our first priority.
David
I understand. How long do you expect this pay cut to last?
Mark Smith
We have developed a strategic plan and we are hoping to take care of most of the deficit
within the next four months. As soon as we break even, we will get your salaries back to
where they were.
157
David
Okay, that doesn't sound too bad. I hope the plan will prove to be effective.
Mark Smith
Thank you for your understanding, David.
1.Why did the company decide to impose pay cuts?
2.How much will salaries be lowered by?
3.When do they hope to recover from the crisis?
Role Play
Situation
Situação
As the head of your firm, you have to let your workers know that they will all be getting
a pay cut. Your teacher will act as one of your employees. You may use the following
expressions:
Considering the recent recession,...
We're going to have to cut your pay by...

158
Despite all of our efforts,...
We didn’t take this decision lightly.
We had to either fire staff or reduce salaries.
Discussion
Discussão
1.Do you think decreasing salaries is a necessary action sometimes? In what cases?
2.Would you agree to a salary cut if the reason was justified?
3.Is salary reduction common in your country?
4.What are some of the things that could compensate for a lower wage?
159
Interviews
Useful Expressions
Expressões Úteis
I will be conducting your interview today.
What was it about this position that caught your attention?
What do you find interesting about this position?
Why do you want to apply for this position?
What qualifications do you have?
What are your expectations about this job?
What are your strengths and weaknesses?
Thank you for your time.
Dialogue Practice
Mr. Smith is conducting an interview for a new research assistant position.
Mark Smith
Hello, Matt. I am Mark Smith, and I will be conducting your interview today. Have a
seat, please.
Matt
Thank you, Mr. Smith. It's a pleasure to meet you.

160
Mark Smith
I’d like to begin by asking, what was it about this research program that caught your
attention?
Matt
First of all, I'm very interested in genetics. I’ve been trying to find a good genetics
research program for about a year now. So, the moment I read about your program, I
was genuinely interested. I believe the scale and importance of what you are researching
are really astonishing, and I would like to be part of that.
Mark Smith
I see. What qualifications do you have that would make you suitable for this position?
Matt
I’ve been an honor student my entire life and I’ve been a research assistant before, on a
smaller project.
Mark Smith
What would you say your strengths and weaknesses are?
Matt
I am very passionate and I care a lot about my work. I’m very ambitious and I want to
make a name for myself in this field. I am also very attentive to details. As for my
weaknesses, I can only say that I sometimes work to exhaustion and that can be
detrimental to my health.
Mark Smith
What are your expectations about this job?

161
Matt
I hope to be challenged as often as possible. I am hoping this job will offer opportunities
for professional and personal growth.
Mark Smith
Well Matt, this is all I needed to know. Thank you for your time and we shall call you
soon to let you know the result.
Matt
Thank you very much as well! I look forward to your phone call. Good afternoon, Mr.
Smith.
1.Why is Matt interested in the research assistant job?
2.Why does Matt think he is qualified for the job?
3.What does Matt hope to get from this job?
Role Play

162
Situation
Situação
You are holding interviews for a secretary position. You may use some of the
expressions below. Switch roles after that, and play the role of the interviewee. Why
are you interested in this job?, What are your qualifications?, What are your
strengths and weaknesses?, What can you tell me about your ambitions?, Do you
have any expectations about this job?,
Discussion
Discussão
1.Have you ever conducted an interview? If so, for what job? If not, would you like to?
2.What do you think are some of the most important questions to ask in an interview?
3.Are you a good judge of character?
4.How do you try to sell yourself to a potential employer?

163
Making An Announcement
Useful Expressions
Expressões Úteis
Listen up, everyone!
I have an important announcement to make.
I am pleased to tell you that...
I am happy to inform you that...
It gives me great pleasure to announce that...
We are excited/delighted to announce that...
Drop whatever you are doing.
We've just heard from upstairs that...
It turned out that...
Dialogue Practice
Mr. Abbott is making an announcement.
Jonathan Abbott
Listen up, everyone! I have an important announcement to make. I am pleased to tell

you that, due to the expansion of our business, we will be moving to a new office!
Camille
Yay! That's great news!

164
Nicole
Where are we moving to?
Alex
And when?
Jonathan Abbott
One question at a time, please. We are moving into a bigger office, not far from here.
It's just a couple of blocks away.
Alex
And when are we going to move there?
Jonathan Abbott
We've just heard from upstairs that we should start moving right away. It turns out that
the space is ready so we can move in immediately. We should try to settle in by the end
of the week.
Alex
So, we should start packing our things now?
Jonathan Abbott
Yes. Please drop whatever you are doing and let's start packing. And, as soon as you get
everything ready, you're free to take the rest of the day off!
Camille
Now, that sounds like an incentive!

165
1.What is the reason they are moving into a new office?
2.When and where will they be moving to?
3.What did Mr. Abbott say to the employees in order to make them finish packing as
fast as possible?
Role Play
Situation
Situação
You work in a trading company and you have just heard that your team broke the
company's sales record. Make an announcement to your teammates, ask them to stop
what they are doing and invite them for a drink. Your teacher will act as one of your
teammates. You may use the following expressions: Listen up, everyone!, I am very
excited to announce that..., We've just heard from upstairs that..., It turned out
that.., Drop whatever you are doing.
Discussion
Discussão
1.Have you ever made an announcement at work? If so, what was it about?
2.Do you think it is important to share the company's accomplishments with all the
employees? Why? Why not?
3.How is success usually celebrated in your company?
4.What do you think are the best strategies for keeping employees happy and engaged?
166
Setting Up A Meeting
Useful Expressions
Expressões Úteis
I shall call for a meeting.
I'd like to set up a meeting for next week.
I need to schedule a meeting with the Marketing Team.
The focus of the agenda will be on...
The purpose of this meeting is to...
I'd like to discuss/prepare/present/examine/finalize...
I'd like to propose...
Can you check if... would work for everyone?
I've prepared an agenda.
Can you please share the agenda with all the attendees?
Please make it a priority to circulate this information.
Dialogue Practice
Mr. Abbott is asking his secretary to schedule a meeting for him.
Jonathan Abbott
I'd like to set up a meeting with the Board of Directors.
Secretary
167
Okay, sir. When would you like to schedule the meeting?
Jonathan Abbott
I'd like to propose Monday, April 2nd, at 9 am. Could you please check if that works for
everyone? If not, any time until 1 pm on the same day would be fine.
Secretary
Noted, sir. What will be the purpose of the meeting?
Jonathan Abbott
The focus of the agenda will be on the expansion of our business operations. I'd like to
discuss our options and establish the course of action.
Secretary
Very well, sir.
Jonathan Abbott
I'll prepare an agenda and send it to you shortly, so you can share it with all the
attendees.
Secretary
All right. Anything else, sir?
Jonathan Abbott
That would be all for now. Thank you. And, please, make it a priority to circulate this
information.
Secretary
Understood.
168
1.Who is going to attend the meeting?
2.What is the purpose of the meeting?
3.Did Mr. Abbott prepare an agenda for the meeting?
Role Play
Situation
Situação
You would like to schedule a meeting with the Marketing Team of your company in
order to discuss your next campaign. Ask your secretary to set up the meeting. You may
use the following expressions: Please set me an appointment with..., The purpose of
this meeting is to..., I'd like to discuss..., Can you check if... would work for
everyone?, I've prepared an agenda.
Discussion
Discussão
1.What kinds of meetings do you usually attend?
2.How often do you have meetings? Do you enjoy attending them? Why? Why not?
3.How do you usually schedule meetings: via email, phone or in person? Why?
4.Do you think regular meetings are necessary? Why? Why not?
169
Conducting a Business Meeting
Useful Expressions
Expressões Úteis
I'd like to welcome everyone to the meeting.
I'd like to thank you all for coming today.
The purpose of today's meeting is...
The meeting has been called to discuss...
Our aim today is to...
Let's go over the main points of the last meeting.
Let's go over the minutes from our last meeting.
Who would like to begin/go first?
Any questions or comments?
Does anyone have a question?
Are there any further questions?
Does anyone else have anything to add?
The next meeting will be on...
Thank you all for attending.
Dialogue Practice
A company's meeting is about to start.

170
Chairman
Good morning, everyone! First, I'd like to thank all of you for coming today. As you
already know, this meeting has been called to discuss ways to improve our recruitment
practices. Camille, will you take the minutes today?
Camille
Certainly, sir.
Chairman
All right. Before we begin, let's quickly go over the main points of our last meeting.
Alex, could you please give us a short summary of our last discussion?
Alex
Yes, sir. Last time, we discussed the sales of our latest product and the performance of
our new recruits. Regarding the sales, Mark updated us on the progress of the campaign.
As for the performance of the recruits, the meeting concluded with the decision to
change our recruitment process.
Chairman
Thank you, Alex. So, in today's meeting, I would like to hear your suggestions on what
we should do to improve the quality of our recruitment process. Who would like to
begin?
Camille
I would like to start, if that's okay. I believe that...
They each present their suggestions and back them up with arguments until a decision is
made.
Chairman
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Does anyone else have anything to add? No one? Okay, then, I guess we are done for
today. The next meeting will be on Tuesday, March 26 at 9 am. Thank you all for
attending and for your contributions.
1.What was the purpose of the meeting?
2.What did they discuss during the last meeting?
3.What decision did they make during the last meeting regarding recruitment?
Role Play
Situation
Situação
You are the chairman at a meeting. Open the meeting and present its purpose: to discuss
the design of your company's new product. Ask one of the attendees to take the minutes
and go over the main points of the last meeting. Your teacher will act as one of the
attendees. You may use the following expressions: I'd like to welcome everyone to the
meeting. The purpose of today's meeting is..., Let's summarize the main points of
our last discussion., Our aim today is to..., Who would like to go first?
Discussion
Discussão
1.Have you ever conducted a meeting? If so, how did it go?

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2.What is the role of the chairman at a meeting?
3.What kind of skills or characteristics should a good chairperson have?
4.What are the biggest obstacles to conducting an effective meeting?

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Meeting Agendas
Useful Expressions
Expressões Úteis
Have you all received a copy of the agenda?
You should all have a copy of the agenda before you.
There are three items on the agenda.
Let's start with the first item.
The first item on our agenda today is ...
If you don't mind, I'd like to skip ... and move on to ...
I suggest, we discuss ... last.
If no one has anything else to add, let's move on to ...
We're running short of time.
We'll have to leave that until another time.
Dialogue Practice
Mr. Smith is opening a meeting.
Mark Smith
Good morning, everyone! Let’s get started. You should all have a copy of the agenda
before you. As you can see, we have four items on the agenda today. But before we
begin, let's review the minutes from the last meeting which was held on October 15th.
Saya, could you please summarize the main points of the last meeting?
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Saya
Of course, Mr. Smith. We began the meeting by approving the changes in our sales
reporting system discussed on August 30th. After that, we moved on to a brainstorming
session concerning after-sales customer support improvements. You'll find a copy of the
main ideas developed and discussed in this session in the photocopies in front of you.
Mark Smith
Thank you, Saya. So, if there are no questions about that, let's move on to today's
agenda. The first item on our agenda is the Leon project. Alex, could you tell us how
the project is coming along?
Alex
Yes, sir. I am happy to say that we managed to reach our targets for the last month. We
decided to set our targets higher for this month and we're positive we will be able to
meet them as well. Here is the full report of our progress.
Alex hands in the report.
Mark Smith
Thank you, Alex. That's very good news. Any questions about this project? Okay, then
let's move on to the next item. If you don't mind, I'd like to skip item 2 and move on to
item 3: “Sales improvement in rural market areas”, as we are running short of time. Sam
has kindly agreed to give us a report on this matter. Let’s listen to him.
1 What had been discussed during their last meeting?
2 How is the Leon project progressing?
3 Why did Mr. Smith decide to skip item 2?

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Role Play
Situation
Situação
You are the chairman at a meeting. Open the meeting, introduce the agenda and briefly
go over the report of the previous meeting. You may use the following expressions:
Let's start with..., Have you all received a copy of the agenda?, There are three
items on the agenda., If you don’t mind, I would like to discuss... first., I'm afraid
we'll have to leave that to another time.
Discussion
Discussão
1.If you were going to conduct a meeting, how would you prepare?
2.Have you ever made an agenda for a meeting? If so, how was it? Did you find it
difficult?
3.Why is it important to have an agenda for a meeting?
4.What kind of items should be discussed first in a meeting?

176
Graph Reports
Vocabulary
Vocabulário
Sharp increase
Quando algo sobe muito rápido.
There has been a sharp increase in imports from Italy lately. Ultimamente, houve um
forte aumento nas importações da Itália.
Steep drop
Queda acentuada
The steep drop in prices surprised locals. A queda acentuada nos preços surpreendeu
os habitantes locais.
Gradual rise
Quando algo sobe lentamente por um período de tempo.
Scientists have observed a gradual rise in temperatures in this region over the past 10
years. Os cientistas observaram um aumento gradual das temperaturas nessa
região nos últimos 10 anos.
Slight decline
Uma pequena diminuição (quando algo desce um pouco)
There has been a slight decline in the popularity of the brand recently. Houve um
ligeiro declínio na popularidade da marca recentemente.
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Spike
Quando algo sobe muito em um período muito curto de tempo
The recent software updates have caused a spike in calls to the help desk. As recentes
atualizações de software causaram um aumento nas chamadas para o suporte
técnico.
We usually experience a spike in sales this time of year. Normalmente,

experimentamos um aumento nas vendas nesta época do ano.
In late summer, the spike in air conditioner usage sometimes causes power outages. No
final do verão, o aumento no uso do ar condicionado às vezes causa quedas de
energia.
There was a spike in reported crimes following the blackout. Houve um aumento nos
crimes relatados após o blecaute.
Police are trying to determine why there has been a spike in criminal activity in this
neighborhood. A polícia está tentando determinar por que houve um aumento na
atividade criminosa neste bairro.
Peak
O tempo de desenvolvimento máximo, valor ou intensidade.
Well, at its peak, the city was the largest city in the Americas. Bem, no auge, a cidade
era a maior cidade das Américas.
Steady recovery
Período em que algo para de cair e sobe.
The country's economy is making a steady recovery. A economia do país está se

recuperando constantemente.
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Useful Expressions
Expressões Úteis
Verbs that describe a change:
Going up: increase, rise, grow, climb
Going down: fall, decrease, decline, drop
No change: stay the same, remain constant, show no change
Adverbs that describe a change:
Small change: slightly, gradually, slowly, steadily
Big change: sharply, suddenly, significantly, steeply
Other phrases:
Steady recovery
Reach a peak/spike
Fall to a low
Language Practice
Prática da linguagem
Graph Report
Over the first two quarters we can see a steady increase in sales, followed by a sharp
rise in July. In August, we experienced a spike in consumer demand. Our sales had risen
by 40% since June. Unfortunately, we've seen a gradual decline over the past four
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months. Now, if we take a look at Research and Development, we can see that the
spending has slowed down by 50% since January. As you can see, there has been a
slight decrease in spending from January through April, until May, when Research and
Development spending suddenly dropped by 25%. After that, there has been a steady
recovery in the next six months, followed by another steep drop in the last month.
1.When did sales reach their peak?
2.What has happened to sales during the last four months?
3.Were there any significant changes in the Research and Development spending?
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Fill in the Blanks
Preencha os espaços
• Reached a peak
• Steady recovery
• Steep decline
• Remained constant
• Sharp increase
• Slightly dropped
1. Between January and February there was a ____________in sales.
2. We've seen a __________ from February through June.
3. In July, there was a ____________ of 30%.
4. In August, sales have ____________.
5. Sales have ____________ after August.
6. They have _____________ over the last three months.
Discussion
Discussão
1.Have you ever used graphs in reports or presentations? Do you find it difficult to
make graphs?
2.What are the advantages of using graphs in reports and presentations? Are there any
disadvantages?
3.Do you think the use of graphs and charts makes presentations more interesting?
Why?
4.What are some things to keep in mind when making graphs?

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Dealing with Problems
Vocabulary
Vocabulário
Target
(Alvo) Visar algo ou alguém
We are targeting a big increase in profits this year. Estamos visando um grande
aumento nos lucros este ano.
Our company is targeting business customers. Nossa empresa tem como alvo clientes
empresariais.
Our business is targeting individual consumers. Nosso negócio tem como alvo
consumidores individuais.
We're targeting the children's market. Estamos visando o mercado infantil.
Companies in fourteen countries were targeted by the group of hackers. Empresas em

catorze países foram alvo do grupo de hackers.
Sales coverage
A proporção do número total de clientes em potencial e o número de clientes que podem

ser efetivamente segmentados em uma determinada área.
They are trying to increase their sales coverage. Eles estão tentando aumentar sua
cobertura de vendas.
Engage in
Participar de uma atividade (Envolver-se)
Everyone in the company is engaged in this project in one way or another. Todos na
empresa estão envolvidos neste projeto de uma maneira ou de outra.
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Useful Expressions
Expressões Úteis
We need to do something about this.
Our options are limited.
What are our options?
How can we go about this?
Another option/an alternative would be...
The best option would be...
We have no alternative, but to...
The only thing we can do at this point is...
On the upside,...
Dialogue Practice
Ms. Jackson, the director of Digital Photography, has called a meeting to discuss a
problem that the company is facing.
Ellen Jackson
Hello, everyone. I called this meeting to discuss a problem that has recently emerged.
After checking the statistics for our new branch offices, we have discovered that we
have a sales coverage problem to deal with. Our options are quite limited, but we need
to decide on a course of action. So, I'd like everyone’s attention. Our sales manager, Mr.
Thomas, will explain the situation.
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Manager
So, as you all know, three months ago we opened two new branch offices, one in New
York and another one in Chicago. However, it seems that we have made a mistake
evaluating our potential clients. It turns out that our office in New York is not able to
serve all of their customers. However, Chicago has more than enough resources to
handle all of their customers. We need to do something about this. So, what are our
options?
Alex
I believe our best option would be to transfer some workers from Chicago to New York.
That would solve the problems in both offices. An alternative would be to lay off some
workers in Chicago, and start hiring more people in New York.
Manager
We'd like to avoid layoffs if we can. So, I guess the only thing we can do at this point is
ask workers to relocate. I'm just not sure that many would be willing to do so. A lot of
them have families here...
Nina
Then maybe we shouldn't target people with families unless they want to relocate. We
could start by giving people the option to transfer to New York and see how that goes.
On the upside, it is New York, after all, and many people dream about living there.
Besides, the salary at the New York branch is higher. So, there might be a few
volunteers.
Manager
That might work. Any other ideas? How about we vote on this idea and if it gets a
majority, we forward it to management? It will then be discussed thoroughly in
tomorrow’s meeting.
The sales manager counts the votes.
Manager
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As we clearly see, the majority is for the proposal; therefore, I will forward it to
management. Thank you all for engaging in this discussion.
1 What problem is the company facing?
2 What kind of solution was proposed?
3 How did they reach a decision in the end?
Role Play
Situation
Situação
The deadline for an important project that your team is working on is approaching.
There is still a lot of work to be done and you realize that with the current tempo, you
won't be able to meet the deadline. Present the problem to other team leaders and ask for
ideas. Your teacher will act as one of the attendees. You may use the following
expressions: I called this meeting to..., Something needs to be done., How can we go
about this?, I'm just not sure that..., We have no alternative, but to..., On the
upside,..., That might work.,
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Discussion
Discussão
1.Do you often get a chance to discuss the problems that your company is facing? How
do you usually decide on the solutions?
2.What do you think is the best way to reach a decision in a group discussion? Why do
you think so?
3.What are the advantages and disadvantages of voting in order to reach a decision?
4.What do you think is the optimal group size for decision making? Why do you think
so?
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Brainstorming Sessions
Useful Expressions
Expressões Úteis
Let’s just bounce ideas off each other.
What do you all think?
Any ideas?
Perhaps we could...
How about...?
Why not...?
What if we...
Wouldn't it be smarter to...?
Adding to what... just said,...
I’m not too keen on that.
I don't think that would work.
That might be worth trying.
That’s not a bad idea.
Dialogue Practice
A toy company is having a brainstorming session in an attempt to come up with some

ideas for their new toy.
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Chairman
Okay, guys. We are here today to come up with some ideas for a new toy that we could
launch in spring.
Nina
What kind of a toy do we want? Something high-tech or something simple?
Chairman
I'm not sure yet, let’s just bounce ideas off each other and see where we get to.
Masa
Well, if we are thinking of launching it in spring, perhaps our best option would be
some kind of outdoor toy.
Chairman
Yes, you are probably right.
James
How about a helicopter? Drones are very popular these days, so I'm sure a toy drone for
kids would be a huge hit.
Chairman
I’m not too keen on that. We might not have the budget for it. Plus, many parents are
not that eager to buy such an expensive toy for their children. We should probably stick
to something more affordable.
Masa
A toy boat, perhaps? We could make a simple, plastic toy boat with a really cool design.
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Nina
Wouldn't it be smarter to make a wooden sailboat? Eco-friendly toys are becoming

increasingly popular, so I'm certain a wooden boat would sell better than a plastic one.
Chairman
That's not a bad idea. I think it could work. What do you all think?
Masa
It might be worth trying.
James
I really like the idea. I think we should go for it.
Chairman
All right, then. I think we've reached a decision. Let's all start thinking about the design
and discuss it in our next meeting.
1.What was the purpose of the brainstorming session?
2.Why was the idea of making a drone for kids rejected?
3.What did they all agree on in the end?

189
Role Play
Situation
Situação
You work in the HR Department of a company. You and one of your teammates are
having a brainstorming session in order to come up with ideas for the company's team
building event. Your teacher will act as your teammate. You may use the following
expressions: Let’s just bounce ideas off each other., Any ideas?, How about...?,
Wouldn't it be smarter to...?, I don't think that would work., That’s not a bad idea.
Discussion
Discussão
1.Have you ever participated in a brainstorming session? If so, how did it go?
2.Do you think you are good at coming up with new ideas?
3.What are the advantages and disadvantages of brainstorming?
4.Do you think children should learn how to brainstorm at school? Why or why not?
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Conveying Your Ideas
Vocabulary
Fund
Fornecer dinheiro para algo, geralmente algo oficial.
The government has agreed to fund our research for another year. O governo
concordou em financiar nossa pesquisa por mais um ano.
We will need more money to fund this service past the end of the year. Precisamos de
mais dinheiro para financiar esse serviço até o final do ano.
The company is looking for creative ways to fund new projects. A empresa está
procurando maneiras criativas de financiar novos projetos.
Revolutionize
Mudar a maneira como algo é feito
David Bowie revolutionized several genres of music. David Bowie revolucionou

vários gêneros musicais.
Pebble
Uma pedra pequena
The beach is completely covered in pebbles and shells. A praia é completamente

coberta de pedras (seixos) e conchas.
This necklace is made of colored pebbles. O colar é feito de pedras coloridas.

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Windshield
Uma tela de vidro ou plástico que fornece proteção contra o vento
There's a scratch on your windshield. Há um arranhão no seu para-brisa.
Nanotechnology
O ramo da tecnologia que lida com estruturas minúsculas.
She is currently developing a medical bot using nanotechnology. Atualmente, ela está
desenvolvendo um robô médico usando nanotecnologia.
Projection
Uma previsão, uma estimativa de algo no futuro.
Let's begin by looking at some of next year's sales projections. Vamos começar
examinando algumas das estimativas de vendas do próximo ano.
Revenue projections indicate that we will have a very good year. As estimativas da
receita indicam que teremos um ano muito bom.
I spent a quarter of my time this week doing sales projections. Passei um quarto do
meu tempo esta semana fazendo projeções de vendas. (Estimativas)
According to my projections, the company should be making a profit within three years.
De acordo com minhas estimativas, a empresa deve obter lucro dentro de três
anos.
Sound plan
Um bom plano sólido, financeiramente seguro ou baseado em raciocínio válido.

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They'll need a sound plan before they can start this project. Eles precisarão de um
plano sólido antes que possam iniciar este projeto.
Useful Expressions
Expressões Úteis
I'd like to begin by...
I believe/think...
Furthermore/Moreover/In addition/On top of that...
For example/For instance...
Let me offer an example.
Thus/Therefore...
What I mean is...
There is no doubt that...
It's obvious/clear that...
Regarding/concerning...
When it comes to...
Dialogue Practice
James was called to a meeting with some investors in order to convey his ideas
regarding the new project they were invited to fund.
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Akio Adachi
I have called James who works in our Research Department to come over and convey
his thoughts regarding this project.
James
Hello everyone. I would like to begin by saying that I believe this is a great investment
opportunity. This is a project that, if funded, has the potential to revolutionize much of
the technology we use today. It is becoming clear that nanotechnology is the way of the
future. It can be applied in virtually every field of our lives, from medicine, to travel, to
entertainment. Let me offer just one example. Imagine this: you are in your car and a
pebble hits your windshield, causing a big crack. At the press of a button or even
automatically, hundreds of tiny robots would get to work and could quickly repair your
windshield to make it as good as new. Furthermore, while nanotechnology might be a
bit expensive today, as soon as it gets to the stage where it is mass produced, it will
become more affordable. And there is no doubt that it will soon become a necessity.
Akio Adachi
We understand what you’re saying, but we would like some projections regarding the
financial gain.
James
Regarding the financial gain, you can rest assured that this project will be profitable. In
addition, you can always take the necessary action to ensure profitability. For example,
you could make the lifespan of the nanobots shorter, so that they would need to be
refilled with fuel. Customers would have to pay for the refill, which would assure that
you would make a consistent profit.
Mark Smith
That seems like a sound plan. We will discuss this amongst ourselves now and try to
make a decision. Thank you for your time and for the detailed explanation.
James
I am glad I could help. Thank you, as well.

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1.What fields did James say nanotechnology could be used in?
2.What were the investors more interested in?
3.According to James, how could nanobots provide a consistent profit?
Role Play
Situation
Situação
You are in a meeting and you are discussing whether you should be investing in social
media marketing or not. Your manager asks you to convey your thoughts on the topic.
You may use the following expressions: I believe..., It is clear that..., For instance,...,
Therefore,..., Moreover,..., When it comes to...
195
Discussion
Discussão
1.What do you think is most important when trying to convey your ideas to someone?
(e.g. confidence, good examples, good arguments, etc.)
2.Are you frequently asked to convey your thoughts on things at work? How do you
feel about that?
3.Are you good at persuading people that you are right? Why or why not?
4.Are you generally open to listening to the opinion of others? Do you change your
opinion easily?
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Delivering A Presentation
Vocabulary
Vocabulário
Invest
Gastar dinheiro com alguma coisa, na esperança de obter lucro.
Many people are investing in real estate these days. Muitas pessoas estão investindo
em imóveis nos dias de hoje.
He made his wealth by investing in the stock market. Ele fez sua riqueza investindo
no mercado de ações.
Every month I invest some of my salary in my retirement account. Todo mês invisto
parte do meu salário na minha conta de aposentadoria.
The sudden drop in stock prices a few months ago caused me to rethink my investing
strategy. A queda repentina nos preços das ações há alguns meses me levou a
repensar minha estratégia de investimentos.
I invested a lot of money in my brother's company. Eu investi muito dinheiro na

empresa do meu irmão.
Have high expectations
Esperar que algo / alguém tenha um bom desempenho
We have high expectations for this project. Temos grandes expectativas para este
projeto.
Projected sales
Vendas estimadas
The projected sales did not seem convincing to the investors. As vendas projetadas
não pareciam convincentes para os investidores.
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Pick up
Aumentar
Sales always pick up during the holiday season. As vendas sempre aumentam
durante a temporada de férias.
Prolong
Prolongar a duração
He liked to prolong meetings with his complicated questions and confusing opinions.
Gostava de prolongar as reuniões com perguntas complicadas e opiniões confusas.
Shelf life
(Validade) O período em que um item pode ser armazenado antes de se tornar impróprio
para uso ou consumo (geralmente usado para alimentos frescos e não cozidos, como
legumes)
This product doesn't have a long shelf life, so we should eat it soon. Este produto não
tem uma vida útil longa, portanto devemos comê-lo em breve.
Point out
Apontar
Could you point out my mistakes? Você poderia apontar meus erros?
Useful Expressions
Expressões Úteis
Today I am going to talk about/present/examine...
I would like to take this opportunity to talk to you about…
Firstly/First of all/I'll start with...
Secondly/Next/Then,...
198
Last but not least...
Please feel free to interrupt me if you have questions.
There will be time for questions at the end of the presentation.
As you may know,...
Before I move on, I'd like to ask...
Now that we've looked at..., let's move on/turn to...
I'd like to point out/emphasize that...
I'd like you to look at this...
If you look at this..., you will see...
This... illustrates/shows/indicates...
That brings me to the end of my presentation.
Thank you for your time.
Dialogue Practice
David is delivering a presentation about the new supplement his company is about to
sell.
David
Good afternoon, ladies and gentlemen. Today I am here to talk to you about our new
supplement. I’ll start by presenting the projected sales of this product. Then, I'll share
our plan for future improvements. There will be time for questions at the end of the
presentation. Before I begin, I'd like to know if anyone has any questions about the
product itself or are you all familiar with it?
Mark Smith
Thank you, David. I think everyone is familiar with the product, as we had a
presentation about it a few weeks back. So, feel free to continue.
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David
Very well, thank you, sir. As you may know, we have been working on this product for
over 5 months. We have invested a lot in it. Therefore, it is natural that we have high
expectations for it.
Mark Smith
Indeed.
David
Our Market Research has shown that it should have a good opening on the market. I'd
like you to take a look at this graph. As you can see, the projected sales are quite high.
Naturally, the sales are expected to move a bit more slowly initially, but they should
pick up quite quickly. We are optimistic we will reach our target of 500,000 units by the
end of the first month.
Nicole
The numbers look promising.
David
They sure do. Now that we've looked at the projected sales, let us turn to our plans for
future improvements. Once the product is established on the market, we are planning to
start adding other extra components to further prolong its shelf life. If you look at this
chart, you will see all the components that we intend to add, as well as their effects. I
would also like to point out that our test subjects have given us a lot of positive
feedback. So, I hope that this gives you a clear picture of what we intend to accomplish
in the near future. And that brings me to the end of my presentation. Thank you for your
time. Now, I will be happy to answer your questions.
Mark Smith
When will we be able to launch the product?

200
David
The product itself is ready. We are currently waiting for the Marketing Department to
agree on some details regarding the sales promotion. From what I know, it should be
ready in about two weeks.
Mark Smith
Thank you, David.
1.What was David's presentation about?
2.What are the projections regarding the sales?
3.What do they plan to add in the future and why?
Role Play
Situation
Situação
Imagine you want to get investors to support your project. Hold a short presentation
about the project, explaining your ideas. The project's subject is of your choosing
(related to your work, study, interests, etc.). Your teacher will act as one of the investors
and will ask questions. You may use the following expressions: I would like to take
this opportunity to talk to you about…, First/Next/Finally..., As you may know,...,
Let's now move on to..., Please, take a look at this graph., Thank you for listening.
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Discussion
Discussão
1.In your line of work, do you often need to deliver presentations? How do you feel
about giving presentations?
2.What kind of tools do you usually use when delivering a presentation? Do you find
them useful?
3.What do you think are some essential things to keep in mind when delivering a
presentation?
4.Are you good at public speaking? How can a person improve their public speaking
skills?
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Organizing An Event
Useful Expressions
Expressões Úteis
• I'd like to organize a dinner to welcome our new manager.
• We'd like to organize an event to raise money for a charity.
• We're organizing a conference.
• We're inviting 100 people.
• We're expecting 100 guests.
• We're planning on inviting about 100 people.
• There are a few details I would like you to take care of.
• There are a few things I would like you to arrange.
• I would like you to make some arrangements.
• Regarding the venue, ...
• The event will be held on...
Dialogue Practice
Mr. Abbot wants to hold a party to honor one of his oldest clients. He discusses details
of the party with his personal assistant.
Jonathan Abbott
Grace, could you come to my office, please?
Grace
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Right away, sir! What can I do for you?
Jonathan Abbott
As you may know, next month it will be ten years since we had our first client, Mr.
Walker. He is our oldest and our most loyal customer, and I would like to show him our
appreciation. So I would like us to host a party in his honor.
Grace
What a nice idea! Do you have anything in particular in mind? How many people do
you plan on inviting?
Jonathan Abbott
Nothing too big, about 50 people, tops. There are a few things I would like you to take
care of.
Grace
Of course, sir. Just let me grab a pen, so I can jot it down. Okay, here it is.
Jonathan Abbott
First, regarding the venue, I'd like you to find a really nice hotel. The party will be held
on March 15th, so please call the hotels and try to arrange for a hall from 7 pm. If there
are several options available, please consult with me before choosing one.
Grace
Understood, sir. Anything else?
Jonathan Abbott
I know that Mr. Walker likes Japanese cuisine, so find the best Japanese catering
company and have them bring the food to the venue. We might want some kind of
entertainment as well, but I still haven't decided about that. I'll probably think of more
things as time goes on. So, that’s it for now.
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Grace
Very well, sir. I will get to this right away.
Jonathan Abbott
Thank you, Grace. Please do let me know once you have all that arranged.
Grace
Of course, sir.
1.What does Mr. Abbott want to organize a party for?
2.When is the party supposed to take place?
3.What else did Mr. Abbott ask Grace to arrange?
Role Play

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Situation
Situação
You'd like to organize a small dinner party to celebrate a successful deal that your
company has signed. Talk with your personal assistant and give him/her some
directions. Your teacher will act as your assistant. You may use the following
expressions: I'd like to organize..., There are a few things I would like you to
arrange., Regarding the venue,..., I'm planning on inviting..., Do let me know once
you have it arranged.
Discussion
Discussão
1.Have you ever organized an event for your company? If so, how did it go?
2.What are the most important things to consider when organizing such an event?
3.What events does your company usually organize?
4.Do you enjoy attending company events? Why? Why not?

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Negotiating With A Client Company
Vocabulary
Vocabulário
Win-win
Uma situação que agrada a ambos os lados; benefício mútuo.
We believe this is a win-win situation for us all. Acreditamos que esta é uma situação
em que todos saem ganhando.
If we do this right, it should be a win-win for both of us. Se fizermos isso direito, deve
ser uma vitória para todos nós.
Bargain
Um acordo entre duas pessoas para obter algo em troca de outra coisa.
The two parties have finally managed to strike a bargain. As duas partes finalmente
conseguiram uma pechincha.
Close a deal
Fechar um negócio \ Acordo
We're very close to closing the deal. Estamos muito perto de fechar o acordo.
We closed the deal on Friday. Fechamos o acordo na sexta-feira.

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Evaluate
Julgar algo / alguém com base em características particulares.
The doctor is evaluating her patient's x-rays. O médico está avaliando os raios X do
paciente.
The suitability of the new building design is being evaluated. A adequação do novo
projeto de construção está sendo avaliada.
We evaluate employees based on their performance. Avaliamos os funcionários com

base em seu desempenho.
We're in the process of evaluating their proposal. Estamos avaliando a proposta deles.
We'll get back to you after we evaluate your proposal. Entraremos em contato com
você após avaliarmos sua proposta.
We're also evaluating a number of offers from other companies. Também estamos
avaliando várias ofertas de outras empresas.
After six months the board will evaluate your performance and decide whether to hire
you permanently. Após seis meses, o conselho avaliará seu desempenho e decidirá se
você o contratará permanentemente.
Supplier
Uma pessoa / empresa que fornece bens a alguém.
Our supplier just received a new shipment of goods. Nosso fornecedor acabou de
receber uma nova remessa de mercadorias.
Our supplier just delivered more wine to our restaurant. Nosso fornecedor acabou de
entregar mais vinho ao nosso restaurante.
It is better to have more than one supplier for each product. É melhor ter mais de um
fornecedor para cada produto.
South America is the world's major supplier of coffee beans. A América do Sul é o
maior fornecedor mundial de grãos de café.
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Useful Expressions
Expressões Úteis
Let’s not waste time.
What I have in mind is a win-win situation for both of us.
How much of a discount would you be willing to offer?
We are looking for a longtime partner.
You drive a hard bargain!
The competition is fierce.
We are evaluating offers from other companies, as well.
I'm afraid that is not an option.
I am afraid that might not be enough to close the deal.
That is my last word.
That is my final offer.
It is always a pleasure doing business with you.
Dialogue Practice
Mr. Smith is negotiating with a supplier company.
Mark Smith
Thank you for coming to talk to me today, Ms. Jackson. Let’s not waste each other’s
time and let's go straight to the topic.
Ellen Jackson
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I agree, Mr. Smith. What can I do for you?
Mark Smith
I would like to suggest a deal. What I have in mind is, I believe, a win-win situation for
both of us.
Ellen Jackson
Please, do go on, Mr. Smith. You have my full attention.
Mark Smith
We are establishing a new office in Tokyo, and we are interested in purchasing a large
amount of goods from your company. Of course, provided that you give us a good offer.
Ellen Jackson
What amount approximately are we talking about?
Mark Smith
We would need around 500 tables and twice that of chairs, as well as some other office
furniture. We will decide on the exact numbers no later than next Thursday.
Ellen Jackson
I see. We could definitely offer a discount for such an amount of goods. And what about
the delivery? When would you want the order to be shipped?
Mark Smith
We would like the goods delivered by the end of the month.
Ellen Jackson
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That is quite soon, Mr. Smith, it will be tight. I am afraid we would not be able to offer
a big discount in that case. Would it be possible to have the order shipped at a later
date?
Mark Smith
I'm afraid that is not an option for us. We need to get the office ready, so we can start
working from the beginning of next month.
Ellen Jackson
I see.
Mark Smith
So, how much of a discount would you be willing to offer? I know that this is on short
notice, but I'd like to add that we are on the hunt for a longtime partner.
Ellen Jackson
Well, with that mentioned, I could offer about 5% off for the upcoming purchase and
maybe a little bit more after the contract for a longer term relationship is signed.
Mark Smith
I am afraid that might not be enough to close the deal. We are evaluating offers from
other suppliers, too.
Ellen Jackson
You drive a hard bargain! I guess competition is fierce these days. What about a fixed
rate of 7% discount? That is my last word.
Mark Smith
Okay, deal! Thank you very much. It is always a pleasure doing business with you, Ms.
Jackson.
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1.What conditions did Ms. Jackson initially offer?
2.What did Mr. Smith say in order to get more benefits from the deal?
3.What conditions did Ms. Jackson offer in the end?
Role Play
Situation
Situação
You need to buy 50 computers for your company’s workers. There are 200 employees
in your company, so you might buy more if you are satisfied. The standard price per
computer is $900. Try to get the lowest price possible. Your teacher will act as the
salesperson. You may use the following expressions: We are thinking about
purchasing..., We are evaluating offers from other companies, as well., That might
not be enough to close the deal., It is a pleasure doing business with you.
Discussion
Discussão
1.Have you ever taken part in negotiations? If so, how did they go?
2.What qualities does a person need in order to be a good negotiator?
3.How well do you negotiate? Why?
4.Do you think business negotiations are difficult? Why? Why not?
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Proposing A Joint Venture
Useful Expressions
Expressões Úteis
Let's cut to the chase.
I don't like to beat around the bush.
I prefer to get straight to the point.
I'd like to propose a joint venture.
What are the risks involved?
That is open for discussion.
What I suggest is...
I might have to consult with...
I'm not sure that is the best offer we can get.
We're going to have to look for other companies' offers.
Let's not make any rash decisions.
I'm sorry but we can't drop our prices any lower than...
That is as low as we can go.
The deal is settled then.
Dialogue Practice
Mr. Abbot from Insider Telecommunications is negotiating with an electronics

company.
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Jonathan Abbott
Good to see you again, Mr. Smith. Please make yourself comfortable.
Mark Smith
Thank you for inviting me here. I'm afraid I don't have much time today, as my schedule
is tight, so, let's cut to the chase. What can I do for you?
Jonathan Abbott
I have invited you here because I'd like to propose a joint venture, that I believe, will
make a steady stream of revenue for both of our companies.
Mark Smith
Okay, you have got me interested. What kind of venture do you have in mind?
Jonathan Abbott
We’ve just launched a new product – a SIM card with extra memory to store more
phone numbers and other data. Our plan is to sell them together with economy class
smartphones.
Mark Smith
I'd like to hear more about this proposal. What exactly would be our role in this venture
and what are the risks involved?
Jonathan Abbott
There are no risks on your side. For the beginning, we would like to buy a number of
your smartphones and sell them together with our new SIM cards. Then, if all goes well,
we could think of a way to bring the two products closer together, and sell them as a
single entity. But that is open for discussion.
Mark Smith
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Okay, that sounds reasonable. Well, the price for our most popular economy class
smartphone is $260 per item. We could give you a huge discount if you make the
payment in advance. Let’s say... $200 per phone?
Jonathan Abbott
You run a tight ship here. I did not even start to negotiate and you have already offered
us your conditions!
Mark Smith
Well, you have negotiated with us before... You know that we don't like to beat around
the bush and prefer to get straight to the point.
Jonathan Abbott
Yes, and that's why we like doing business with you. Still, I am not sure we would be
able to make the full payment in advance. What I suggest is paying half in advance and
half after the first week of the sales.
Mark Smith
I might have to consult with my partner about these conditions. But in that case, we
would not be able to offer such a big discount. Without paying in advance, we could
agree on $210 per phone.
Jonathan Abbott
I'm not sure that is the best offer we can get. I'm sorry, but I'm going to have to look for
other companies' offers, before accepting this deal.
Mark Smith
Okay, let's not make any rash decisions. Please give me a few minutes and I'll see if
there is anything I can do.
Mr. Smith calls his partner to consult with him.

215
Mark Smith
All right, we can offer $203 per phone, that is as low as we can go. How does that
sound to you?
Jonathan Abbott
Now that's something we can agree on. The deal is settled then. It's nice doing business
with you.
1.What kind of a business venture did Mr. Abbott propose to Mr. Smith?
2.What conditions did Mr. Smith offer at first?
3.What did they agree on in the end?
Role Play

216
Situation
Situação
You work for a company that manufactures and sells backpacks. You're about to launch
a new waterproof cycling backpack and you want to sell them together with bicycles, as
part of a promotional campaign. Propose a joint venture to the representative of a
famous bicycle brand and negotiate the price per bicycle. Your teacher will act as the
representative. You may use the following expressions: I don't like to beat around the
bush., I'd like to propose a joint venture., What I suggest is..., I'm not sure that is
the best offer we can get., The deal is settled then., It's nice doing business with
you.
Discussion
Discussão
1.What are some strategies that can be used in negotiations?
2.Do you think negotiation skills can be learned?
3.What do you think are the advantages of a joint venture?
4.What are some things to consider before starting a joint venture?

217
Processing An Order
Vocabulary
Vocabulário
Standard shipping
Um tipo de entrega que leva uma quantidade média de tempo.
The parcel took a long time to be delivered because I chose standard shipping. A
encomenda demorou muito tempo a ser entregue porque escolhi o envio padrão.
Expedited shipping
Um tipo de entrega mais rápida, mas mais cara.
I can't afford expedited shipping! Não tenho condições de arcar com o envio
acelerado!
Out of stock
Esgotado; não disponível para compra no momento.
This item is out of stock. Este item está fora de estoque.
That book is out of stock right now, but we can order one for you. Esse livro está
esgotado no momento, mas podemos pedir um para você.
I see that item 12345 is currently out of stock. Vejo que o item 12345 está atualmente
fora de estoque.
Pending
Pendente (aguardando conclusão ou confirmação)

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Approval for this project is still pending. A aprovação para este projeto ainda está
pendente.
My application is pending for further review. Minha inscrição está pendente para
análise posterior.
The court's decision is pending while the judge is reviewing additional documents. A
decisão do tribunal está pendente enquanto o juiz está revendo documentos
adicionais.
Useful Expressions
Expressões Úteis
Could you give me a minute?
Let me check if we have it in the storeroom.
Please give me your name and your shipping address.
Would you prefer standard or expedited shipping?
Your order is pending.
You should receive an email within a couple of minutes.
Thank you for using our services.
Dialogue Practice
Nina, an employee in an online shop, answers a call from Nathan.
Nina
Hello, CS Shop, Nina speaking. How may I help you?
Nathan
Hello, I would like to check if you currently have an Ibanez 275 JK acoustic guitar?
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Nina
Could you give me a minute? I will have to check. Was it Ibanez 275 JK acoustic?
Nathan
Yes, that's right.
Nina
We do have it, but there is just one model left. It would be better to order it now since
this model is very popular and I'm not sure if we will manage to order more once we are
out of stock.
Nathan
Okay, in that case, I'd like to order it right away.
Nina
All right. Could you please give me your full name and the shipping address?
Nathan
It's Nathan Baker. And the address is 25 Medieval Street, Manhattan, United States.
Nina
Okay, so it's Nathan Baker, 25 Medieval Street, Manhattan. Is that correct? Also, would
you prefer standard or expedited shipping?
Nathan
That is correct. I'd like to use expedited shipping. Can I pay in cash?
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Nina
Yes, you can pay in cash on delivery. However, for paying in cash we add 2% tax for
proceeding with the transaction later on. On the other hand, if you pay via bank
transaction, you can save up to 4% of the price. We give discounts for bank transactions
since it makes the whole process easier.
Nathan
Okay, you have persuaded me! I will pay via bank transaction. Could you send me the
payment details via email?
Nina
Of course, sir. Also you will need to submit a purchase order via email in order to
confirm the order, for now your order is pending. Could you give me your email
address?
Nathan
My email is nathanbaker@yahoo.com. Did you catch that?
Nina
Yes, thank you. Okay, I have just sent an email to you. You should receive it within a
couple of minutes. And thank you so much for using our services.
Nathan
Thank you, as well!
1.What did Nathan order?
2.What did Nathan change his mind about and why?

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3.What is the status of his order?
Role Play
Situation
Situação
You work in an online shop. A customer calls you to order a laptop bag. Answer the call
and process the order. Your teacher will act as the customer. You may use the following
expressions: Let me check if we have it in the storeroom., Please give me your name
and your shipping address., Would you prefer standard or expedited shipping?,
You can pay..., Your order is pending., Thank you for using our services.,
Discussion
Discussão
1.Do you often shop online? What do you usually buy online?
2.What are the advantages and disadvantages of shopping online?
3.Have you ever had any bad experiences with online shopping? What happened?
4.Do you prefer ordering items via phone or on the internet? Why?
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Business Lunches
Useful Expressions
Expressões Úteis
Thank you for meeting me here today.
It's nice to meet you at long last.
I appreciate you working me into your schedule.
I’ve heard so much about you!
I am looking forward to doing business with you.
We have mostly communicated through emails.
Speaking of which,...
...will join us shortly.
Shall we order?
Let’s get down to business.
Dialogue Practice
Mr. Smith invited Mr. Adachi for a business lunch, to introduce their new accountant to
him and to discuss their future relationship.
Mark Smith
Mr. Adachi, thank you for meeting me here today. I really appreciate you working me
into your schedule.
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Akio Adachi
Nice to meet you in person at long last. I think we have mostly communicated through
our secretaries and accountants.
Mark Smith
True. Speaking of which, I would like to introduce our new accountant that will take
care of the things between our companies from now on. However, she seems to be a
little bit late. But I'm sure that she will join us shortly.
Akio Adachi
Not that we are in a hurry. By the way, I heard that you have just returned from your
vacation, how was it?
Mark Smith
Yes, it was great, I visited Hawaii for the first time. I really needed some time to relax
and clear my mind, so I could come back to work fresh and rested.
Akio Adachi
Yes, we all need some time off to recharge our batteries. Shall we order some drinks
while we're waiting?
Mark Smith
That's a good idea.
A few minutes later, Mr. Smith's accountant, Nina, joins them at the restaurant.
Mark Smith
Mr. Adachi, I would like to introduce to you our new accountant, Ms. Nina Roberts.
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Akio Adachi
It is a pleasure to meet you. I am looking forward to doing business with you.
Nina
It's great to finally meet you, Mr. Adachi. I’ve heard so much about you! And I'm really
sorry for being late, the traffic was terrible.
Akio Adachi
No problem, Ms. Roberts. I'm glad that you could make it.
Mark Smith
Okay, so, since we are all here now, and we don't have much time left, let's get down to
business.
1.Why did Mr. Smith and Mr. Adachi meet for a business lunch?
2.What did the two of them talk about while waiting for Nina?
3.Why was Nina late for the meeting?
Role Play

225
Situation
Situação
Your company has changed suppliers. You are having a business lunch with the
representative of the new supply company. This is your first time meeting with one
another. Introduce each other and start a conversation. Your teacher will act as the
representative. You may use the following expressions: It's nice to meet you at long
last., I appreciate you working me into your schedule., I‘ve heard so much about
you., I am looking forward to doing business with you., Shall we order?
Discussion
Discussão
1.Have you ever been to a business lunch? How did it go?
2.Do you think lunches provide good opportunities to talk business? Why? Why not?
3.How is having a business lunch different from a standard meeting?
4.Are business lunches a common practice in your country? Why?

226
Mergers & Acquisitions
Vocabulary
Vocabulário
Mergers & Acquisitions
Prática comercial de combinar duas empresas (fusões) ou comprar outra empresa

(aquisição) para obter seus pontos fortes ou salvá-lo
Over 50% of businesses this year have been involved in Mergers & Acquisitions
activities. Mais de 50% dos negócios deste ano estão envolvidos em atividades de
Fusões e Aquisições.
Not at one's best
Enfrentando dificuldades ou em uma posição desvantajosa.
The tennis player was not at his best during that match. O tenista não estava no seu
melhor durante essa partida.
Start over
Começar de novo desde o início.
You need to start over. Você precisa começar de novo.
Assume
Acreditar que algo é verdadeiro sem evidências para apoiar essa opinião.
People generally assume that what they read in the newspaper is true. As pessoas
geralmente assumem que o que lêem no jornal é verdadeiro.
I assumed that you would handle this task. Presumi que você lidaria com essa tarefa.
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I assumed wrongly that everyone had read the report. Presumi erroneamente que
todos haviam lido o relatório.
Throw money around
Desperdiçar dinheiro com coisas desnecessárias; gastar descuidadamente
He kept throwing money around trying to impress his peers. Ele continuou jogando
dinheiro fora tentando impressionar seus colegas.
Useful Expressions
Expressões Úteis
If I may speak/If I may ask...
As you might know/As you know...
As for...
Now, regarding the...
You are correct on all points.
That is well thought through.
The sooner we..., the better.
I couldn’t agree more.
Dialogue Practice
Ms. Jackson of Digital Photography and her associates are discussing the details of their
merger with Photo Supply with their representative, Mr. Adachi.
Ellen Jackson
Good morning, everyone. Since we are all here, let's start the meeting. We are here
today to discuss merging with Photo Supply. Their representative, Mr. Adachi, is here
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with us today. As you may know, our company is not at its best these days. Competition
is harsh and despite all of our efforts, we are still struggling to make the ends meet.
Thus, as you all know, we've decided to merge with Photo Supply, to unify our
businesses as one single brand. So, I'd like to start by asking if any of you has any
questions about this merger.
Nina
I do, if I may. So, the way I understand it, we will have to start all over again. I imagine
our company’s name will be changed, isn’t that right? Also, where will our company be
based? I assume we will have to share the building.
Ellen Jackson
Yes, you are correct on all points. The first thing that we need to discuss is the
company's name. As for the building, from what I know, we still haven't decided on the
exact location. Is that right, Mr. Adachi?
Akio Adachi
Yes, that is correct. We will be sharing a building, as we cannot afford to throw money
around on the rent. We need to think carefully about each of our next moves and try to
cut our expenses as much as possible. Currently, we are looking for a building that will
be big enough for our business and all of our employees. As soon as we decide on the
location, you will be notified.
Ellen Jackson
All right, thank you Mr. Adachi for clearing that up. Now, regarding the name issue.
We need to come up with an idea for the name of our company as soon as possible.
Without the name we cannot start handling the legal procedures. So, let's set up a
meeting for next week to brainstorm ideas and decide on the name. In the meantime, I'd
like everyone to start thinking about it and come to the meeting prepared.
Akio Adachi
That is well thought through. What about marketing? We need to start advertising our
new company as soon as the name issue is settled. I believe we have a very good
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marketing team at Photo Supply. They can start working on our first marketing
campaign.
Ellen Jackson
Sounds good. We also have a few professionals who might be able to contribute, so they
can start working with your team on that. The sooner we start working together, the
better.
Akio Adachi
I couldn’t agree more.
1.What was the purpose of this meeting?
2.What has been decided regarding the name of the company?
3.Who will deal with the marketing campaign?
Role Play
Situation
Situação
Your company is suffering financial problems. Discuss the advantages and

disadvantages of merging and selling the company with your partner. Your teacher will
act as your business partner. You may use the following expressions: As you may
know, not at its best, You are correct on all points, As for..., The sooner we..., the
better, I couldn’t agree more,
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Discussion
Discussão
1.What are the most common reasons for mergers & acquisitions?
2.Have you ever been involved with a merger or acquisition? if so, how did it go?
3.What are the possible advantages of mergers & acquisitions?
4.What about the disadvantages?

231
Handling Customer Complaints
Vocabulary
Vocabulário
Violate
Violar ou desconsiderar uma lei, promessa ou regra.
He was arrested for violating the law. Ele foi preso por violar a lei.
He was punished for violating the rules. Ele foi punido por violar as regras.
The Japanese government has set tough penalties for companies that violate workers'
rights. O governo japonês estabeleceu penalidades duras para empresas que violam
os direitos dos trabalhadores.
Decent
Considerado moral, bom e / ou razoável
Donating blood is a very decent thing to do. Doar sangue é uma coisa muito decente a
se fazer.
The rooms in the hotel are decent, but not special. Os quartos do hotel são decentes,
mas não especiais.
I feel lucky to have a job that I like with a decent salary. Sinto-me com sorte por ter
um emprego que gosto com um salário decente.
Identify
Estabelecer a identidade de alguém; reconhecer uma pessoa.
He identified himself as a security officer. Ele se identificou como um oficial de

segurança.
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In class, the students learned to identify all the world's continents. Nas aulas, os alunos
aprenderam a identificar todos os continentes do mundo.
We identified several problems with the system. Identificamos vários problemas com
o sistema.
We need to identify our most important needs. Precisamos identificar nossas

necessidades mais importantes.
Doctors try to identify the cause of disease in their patients. Os médicos tentam
identificar a causa da doença em seus pacientes.
It is not an easy task for managers to identify critical employee issues before trouble
starts. Não é uma tarefa fácil para os gerentes identificar problemas críticos dos
funcionários antes que os problemas comecem.
Compensate
Fazer pagamento ou reparação satisfatória a alguém por experiências desagradáveis

específicas (Compensar).
The company had to compensate for the damage caused by its factory. A empresa teve
que compensar os danos causados por sua fábrica.
Many start-up companies compensate their employees with stock options. Muitas
empresas iniciantes compensam seus funcionários com opções de ações.
Complaint
Uma declaração que uma pessoa faz quando está insatisfeita com um serviço ou
produto.
She had a serious complaint. Ela tinha uma queixa séria.
The protesters had many complaints. Os manifestantes tiveram muitas queixas.
The manager received a complaint that the offices were too cold. O gerente recebeu
uma reclamação de que os escritórios estavam muito frios.
If you have a complaint about working conditions, please contact the Human Resource
division. Se você tiver alguma reclamação sobre condições de trabalho, entre em
contato com a divisão de Recursos Humanos.
233
Intern
Estagiário (a)
The intern is receiving training on the job. O estagiário está recebendo treinamento
no trabalho.
Each medical student will spend one year as an intern before becoming a doctor. Cada
estudante de medicina passará um ano como estagiário antes de se tornar médico.
We will have two interns from City University coming to our law office for the
summer. Teremos dois estagiários da City University chegando ao nosso escritório
de advocacia no verão.
Useful Expressions
Expressões Úteis
What seems to be the problem exactly?
Would you mind giving me some more details?
I'm terribly sorry about that.
I'm very sorry for the inconvenience.
Thank you so much for letting us know about this.
I completely understand how you feel.
I understand your position.
I’m going to see how we can make this better for you.
Please rest assured that...
We will make sure that/ensure that…
To make up for this/To compensate you for...
Due to the inconvenience we have caused you…
I would like to offer...

234
Would you possibly be willing to accept...?
Dialogue Practice
The secretary of Golden Shoes, Nicole, is dealing with a complaint.
Nicole
Good morning! Golden Shoes, Nicole speaking. How may I help you?
Nathan
I want to talk to the company manager.
Nicole
I am sorry, but he is out of the office today. Would you like to leave a message? Or,
perhaps I can be of assistance?
Nathan
Well, maybe you can. I want to make a complaint about one of your workers. He was
terribly rude and unprofessional.
Nicole
I am very sorry to hear that. Would you mind giving me some more details? What
happened exactly?
Nathan
Yesterday I was in one of your shops. I was trying on some shoes and I wanted to ask
the salesperson a few questions, but he had his earphones on and was listening to music.
He could barely hear when I called him!
235
Nicole
I'm terribly sorry about that. That kind of behavior is unacceptable and it will not be
tolerated. Thank you so much for letting us know about this. May I ask for the address
of the shop to identify the worker?
Nathan
It was the shop on the corner of Crimson Street. But that's not the end of the story!
When he packed the shoes I purchased, he placed two shoes of different sizes in the
box! I only noticed it when I came back home. So I went back to the store to return
them and to get the right size, but he said that my size was out of stock!
Nicole
I completely understand how you feel, sir, and I'm very sorry for the inconvenience. It
seems that we have an intern working in that shop. Please rest assured that he will be
sanctioned for violating our rules and regulations. I would like to apologize on his
behalf, and on the behalf of the company. We will refund the full price of the shoes you
purchased. Also, to make up for this, I would like to offer you a 20% discount on any
item that you choose in any of our shops.
Nathan
All right, thank you. I am glad to see that at least your management team is doing a
decent job.
1.Why did Nathan call the Golden Shoes company?
2.What did he complain about?
3.How did the secretary handle the complaint?

236
Role Play
Situation
Situação
You are working in a travel agency. An angry customer calls you to make a complaint
about one of the tour guides. Try to calm the customer, apologize and offer appropriate
compensation. Your teacher will act as the customer. You may use the following
expressions: What seems to be the problem exactly?, I'm terribly sorry about that.,
I understand how you feel., We will make sure that..., To compensate you for...
Discussion
Discussão
1.Have you ever had to deal with an angry customer? How did it go?
2.What do you think are the best practices for handling customer complaints?
3.How can a company benefit from customer complaints?
4.Is it common in your country to complain about poor service? Why? Why not?
237
[EXTRA]
Getting A Promotion
Useful Expressions
Expressões Úteis
You are being considered for a promotion.
You have proven yourself to be...
We need more people like you.
I believe you are the best person for the job.
I'd like to offer you the position of...
I'm promoting you to...
Congratulations, you’ve earned it!
Keep up the good work!
Thank you for recognizing my efforts.
I hope I will fulfill your expectations.
I will do my best to meet your expectations.
I promise I won't let you down.
Dialogue Practice
Mr. Abbott is promoting one of his employees, David.
Jonathan Abbott
David, in the past three months you have been getting more and more tasks. The team
has also expanded a lot, we recently hired two new members.
238
David
That is correct, sir. And it is a great team, I am sure there's plenty of good things in store
for us.
Jonathan Abbott
As you know already, we were commissioned for a number of projects that we have to
finish in the next few months. That is why, I have been considering some of you for a
promotion. And I decided you are the best person for the job. I'm promoting you to
Project Manager.
David
Really? I don't know what to say, sir. Thank you so much for recognizing my efforts
and for trusting me.
Jonathan Abbott
You’ve earned it through your hard work, ambition and long hours.
David
Thank you, sir, it means a lot to me. I promise I will do my best to meet your
expectations.
Jonathan Abbott
Keep up the good work and you’ll be going even higher up the ladder in no time. Now,
for your first task in this position, I would like you to make a presentation and show me
the planned timeline for the new project. But first, let's make an announcement about
your promotion.
David
Understood, sir! Thank you so much!

239
1.Why did Mr. Abbott decide to promote David?
2.Was David the only candidate that Mr. Abbott had considered for the promotion?
3.What is David's first task as the Project Manager?
Role Play
Situation
Situação
You call one of your employees to your office to let them know that they are being
promoted. You may use the following expressions: I'd like to offer you the position
of..., You have proven yourself to be..., You’ve earned this promotion., We need
more people like you., Keep up the good work!
Discussion
Discussão
1.Have you ever been promoted? If so, how did it feel?
2.Have you ever had to promote or nominate somebody for a promotion?
3.What kind of people do you think deserve a promotion?

240
4.What are other ways to acknowledge an employee's work and efforts, aside from
promoting them?
241
[EXTRA]
Welcoming A New Employee
Useful Expressions
Expressões Úteis
Welcome aboard!
Welcome to your new office.
We have been looking forward to your arrival.
How do you feel on your first day here?
Let me show you around.
Let me take you to your office.
I will show you to your cubicle.
I'll leave you alone so you can settle in.
Please feel free to ask me if you need anything.
Please come see me if you have any questions.
Dialogue Practice
It's Camille's first day at work. Mr. Smith welcomes her to the company.
Mark Smith
Camille! Welcome aboard! How are you? Did you get here all right?
Camille
Yes, great, thank you! I'm just really excited and can't wait to meet everyone.
242
Mark Smith
Well, I'm glad to hear that. But first, let me show you around and to your office.
Camille
I have an office?
Mark Smith
Of course you do! You are the Project Manager. Okay, here we are.
Camille
So, this is my space. I like it!
Mark Smith
Yes, this will be your home away from home. So, feel free to organize this space in any
way you want.
Camille
Great, thank you! I think I'm going to enjoy working here.
Mark Smith
You will have six people working under you. After lunch, I will introduce you to your
subordinates and to everyone you will work closely with.
Camille
That sounds good. Where do you usually have lunch?
Mark Smith
243
There's a cafeteria on the second floor. The food is quite good there. But you can also
bring your own food and eat in the dining area.
Camille
That's good to know.
Mark Smith
Now, here's your schedule. We have a regular meeting every Tuesday. The other four
meetings in your schedule are the monthly meetings with the managers. Other than that,
you are free to organize your time and your tasks in any way you like, as long as you
are efficient and bring good results.
Camille
I'm quite good at time management, so that shouldn't be an issue.
Mark Smith
That's great to hear. Okay, I'll leave you alone now, so you can settle in. Please feel free
to ask me if you need anything. You know where to find me.
Camille
Thank you, sir! And thank you for taking the time to show me everything, I appreciate
it!
1.Is Camille going to manage a team?
2.Where will Camille eat lunch?
3.How many regular meetings will Camille have every month?

244
Role Play
Situation
Situação
You are the manager of a publishing company. Your teacher will act as a new
employee. Give him/her details about the workplace, the team and the tasks. You may
• Welcome aboard!
• I will show you to your cubicle and introduce you to the team.
• There's a weekly meeting every Monday at 9 am.
• I'll leave you alone so you can settle in.
• Let me know if you have any questions.
Discussion
Discussão
1.How do you usually feel on your first day at a new job?
2.What should people do to try to make a good first impression on their new boss or
colleagues?
3.Do you expect people to be friendly towards you on your first day at a new job?
4.Do you prefer to share your working space with someone or do you prefer to have
your own space? Why?

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1

Patrick Jefferson P. Santos

As lições contidas neste livro abrangem uma ampla variedade de habilidades

The Basics \ Negócios Básico

Esta sessão ensina o vocabulário e as habilidades linguísticas necessárias para

Lição 03 Asking for Further Instructions

Lição 04 Making Requests

Lição 05 Business Calls

Lição 06 Job Interviews

Esta sessão ensina expressões comuns usadas em muitas situações informais de

Lição 01 Making Business Introductions

Lição 02 Welcoming Visitors

Lição 03 Starting a Conversation

Lição 04 Describing a Business

Lição 06 Cheering up Your Co-Worker

Lição 07 Going out for a Drink With Your Co-Workers

Lição 08 Greeting a New Employee

Telephone Skills \ Como fazer ligações

Esta sessão ensina as habilidades linguísticas e a etiqueta necessárias para conversas

Lição 01 Answering a Call

Lição 02 Taking and Leaving Messages

Lição 03 Placing an Order

Lição 04 Asking for Information

Lição 05 Making a Reservation

Lição 06 Accepting a Job Offer

Lição 07 Dealing With a Wrong Number

Lição 08 Giving Directions to the Office

Lição 09 Making an Appointment

Conversations \ Conversas [EXTENDED]

Lição 01 Making an Apology

Lição 02 Showing Interest and Appreciation

Lição 03 Describing a Product

Lição 04 Expressing an Opinion

Lição 05 Asking Your Co-Worker for Help

Lição 06 Welcoming a New Employee

Lição 07 Assigning Tasks

Lição 08 Getting a Promotion

Lição 09 Giving Advice to Your Co-Worker

Lição 10 Reprimanding Your Staff

Lição 11 Resigning From a Job

Lição 12 Firing an Employee

Lição 13 Announcing a Pay Cut

Lição 15 Making an Announcement

Esta sessão abrange diferentes tipos de reuniões de negócios e as tarefas que os

Lição 01 Setting Up a Meeting

Lição 02 Conducting a Business Meeting

Lição 03 Meeting Agendas

Lição 04 Graph Reports

Lição 05 Dealing with Problems

Lição 06 Brainstorming Sessions

Lição 07 Conveying Your Ideas

Lição 08 Delivering a Presentation

Lição 09 Organizing an Event

Esta sessão ensina as habilidades linguísticas necessárias para negociar efetivamente em

Lição 01 Negotiating with a Client Company

Lição 02 Proposing a Joint Venture

Lição 03 Processing an Order

Lição 04 Business Lunches

Lição 05 Mergers & Acquisitions

Lição 06 Handling Customer Complaints

Let me introduce myself.

Allow me to introduce myself.

I don't think we've been introduced.

I work for "Future Innovation".