TAPESCRIPTS. 11, 12, 13, 14 AND 15.
UNIT 11
ts 11.1/5.A
1. This graph shows the total sales of a company in tens of millions of euros over a five year period, in six selected
countries in Europe, South America and Asia. In two of the European countries, sales rose steadily during the period,
but there was a fall of three million in the other European country. In the South American country sales increase
considerably, whereas in one of the Asian countries sales increase slightly.
2. This graph refers to exports and shows us the different ways in which they were transported in three different
years. In general there were noticeable, but not dramatic, changes during the period but the use of one type of
transport did decrease quite significantly.
3. In recent years there have been dramatic changes in this sector which is related to the way in which products and
services are launched and marketed to the public. Technology has played a very large part in these changes and there
was a significant drop in traditional media over the period 2008 to 2012
4. Another graph which relates to exports in selected countries, specifically the income which those exports have
generated in four selected countries. The graph aims to make a comparison between these countries by highlighting
the differences in one year: 2012.
ts 11.2/6.B
a) Turnover in Brazil has increased dramatically from 8 million euros to 26 million euros
b) Company expenditure on customer service has increased by 5 %.
c) The use of sea freight as a means of transporting exports remained steady at 30% from 2006 to 2009.
d) There has been a considerable increase in spending on advertising through social networks since 2008
e) There was a fall of 5% from 2008 to 2012.
ts 11.3/8.B
a) Airlines reported a sharp drop in the number of passengers between January and April, though air traffic picked up
in May and reached a peak in the summer months of June, July and August.
b) While there has been a slight increase in the number of road accidents, the number of deaths has actually
decreased considerably.
c) House prices fell sharply at the beginning of the year and declined steadily after that.
d) Share prices fluctuated dramatically in the first half of the year, but stabilised in the second half.
ts 11.4/9.B
Good morning everyone and welcome to the presentation of the company’s annual sales results. As you can see, last
year was quite successful, due to the hard work of our sales representatives who achieved most of their targets. After
the busy Christmas campaign, sales fell considerably in January and February, from 150,000 units in December to
50,000 in February. In March, sales started picking up again and over the next two months they continued rising
gradually until they reached 166,000 units at the beginning of June. There was a sharp increase in July because of the
start of the summer holiday period and sales peaked in August at 275,000 units. Lower temperatures and rainy
weather in September led to a slight decrease and in October sales were back at 200,000 units. In November, the
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
beginning of the Christmas sales resulted in a recovery when sales hit 250,000 units once more. As I said before, we
ended the year at 150,000 units.
ts 11.5/9.C
a) Last year was quite successful, due to the hard work of our sales representatives.
b) There was a sharp increase in July because of the start of the summer holiday period.
c) Rainy weather in September led to a slight decrease.
d) The beginning of the Christmas sales resulted in a recovery.
ts 11.6/15.A
/s/ deteriorates departments
/z/ recovers
directors
/Iz/ rises invoices
ts 11.7/15.B
marks, increases, employees, changes, graphs, meetings, announces, drops, catches, instalments, reservations, bills
ts 11.8/15.E
/s/ fluctuates desks forecasts spots
/z/ falls companies bookings
/Iz/ finishes despatches
Business Elements
hotels
bosses
answers chairs installations questions interviews numbers
advantages
2-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
UNIT 12
ts 12.1/3.B
seventeen, seventy,
seven hundred,
seven hundred and fifty six,
seven thousand three hundred and twenty three,
seventeen thousand three
hundred and four,
seventy five thousand five
seventy two thousand,
hundred and twenty,
fifty,
five hundred and fifty thousand,
three hundred and thirty,
and eighty thousand,
three million,
five hundred and
four million four hundred
six million three hundred and fifty thousand five hundred,
one million five hundred and nine thousand seven hundred and ten,
and ninety one thousand eight hundred and thirty five,
two million
eighteen million three
hundred thousand nine hundred and three,
one million two hundred and sixty seven thousand three hundred and
sixty three,
twenty seven million six hundred and seventy five thousand
three hundred and ninety six.
ts 12.2/3.D
a) eight euros twenty-five
d) fifteen cents
b) six pounds ninety nine
e) sixty per cent
h) one and a half
las dos opciones]
l) ten plus ten equals
c) five dollars eighty
f) four point six per cent
i) a third; one third [decir las dos opciones]
m) ten minus three
g) a / one half
j) three quarters
k) a fifth; one fifth [decir
n) ten divided by two
o) ten multiplied by four; ten times four [decir las dos opciones]
ts 12.3/4.A
Conversation 1
Alex Samuels: Ok Allan, what have we got?
Allan O’Brien: We’ve got this quarterly profit and loss account, haven’t you got a copy there?
AS: Ah, yes, showing revenue of 5,098,982 pounds?
AO: That’s the one, cost of sales 142,897 pounds.
AS: And gross profit of 4,956,085- What about those administrative expenses? 409,107 pounds, bit on the high side
perhaps?
AO: Possibly, but the profit before tax is 4,045,476 pounds. That’s quite healthy!
AS: Yes but how much tax are we paying?
AO: Well, 35% comes out at 1,415,916 and so that gives us a quarterly profit of
2,629,559.
AS: I don’t like that tax figure Allan. I don’t like it at all. We need to get it down, are you sure we don’t have any
other expenses …?
Conversation 2
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
AO: We need to look at this balance sheet as well. I think you’ve got a copy there haven’t you?
AS: Yes I have.
AO: I’m missing some information; could you tell me what the figure of 6.9 million euros refers to please?
AS: Yes of course, that’s property, plant and equipment.
AO: I see, and what about 3.9 million euros.
AS: That’s for inventories, do you have the figure for trade receivables?
AO: No I don’t.
AS: That’s 42.3 million and in case you don’t have it, 2.7 million for cash and cash equivalents.
AO: So, let me see, the total figure for current assets should be 48.9 million euros?
AS: Yes, that’s right with total assets of 70.3 million.
ts 12.4/6.A
Oliver Slater asking Marta Álvarez.
a) How much do people in your country earn?
Jake Hudson asking David Patek.
b) Have you ever won any money?
Allie Smith asking Gita Jaffrey
c) Do you ever waste money?
Allan O’Brien asking Steve Mayo
d) Are you saving up for anything at the moment?
Karen Long asking Debbie Stoker
e) Is there anything you’d like to buy but can’t afford?
Sue Lomax asking Hattie Jones
f) Do you ever lend money to family or friends?
Julie Appleby asking Daniel Cook
g) Have you ever borrowed money from the bank?
Pattie Clark asking Caroline Lo
h) How much do you spend on clothes every month?
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
ts 12.5/6.B
Gita Jaffrey answering Allie Smith
1. Oh yes, lots. According to my husband I’m a shopaholic. He says I’m always buying completely unnecessary
things. Of course I don’t agree. It’s just there are so many fantastic cooking gadgets these days!
David Patek answering Jake Hudson
2. Yes I have, but not very much; the most I ever got was £50. I sometimes bet on the cricket results and from time to
time I get lucky. Don’t tell Roopa though, she doesn’t like betting!
Steve Mayo answering Allan O’Brien
3. I am actually. As you know, I’m still living with my parents at the moment, but I’d really like to rent my own
apartment. Unfortunately, most landlords want at least a two-month deposit.
Marta Alvarez answering Oliver Slater
4. Salaries in my country are quite low, especially compared to London. Of course, the cost of living here is higher
too, but still, when I tell my friends back home what I earn, they’re quite jealous.
Daniel Cook answering Julie Appleby
5. Of course I have; who hasn’t? I had to get a mortgage 20 years ago when I bought my house. I took out another
loan about 5 years ago when I had to do some renovation work.
Debbie Stoker answering Karen Long
6. I’d love to get a new car; something bigger, more comfortable and more reliable than my old one, but I’ll have to
wait a while. The type of car I’d really like is just too expensive for me. I’m absolutely broke after my last trip back
to Canada.
Caroline Lo answering Pattie Clark
7. Not as much as some people think. I like to look smart, but I don’t like wasting money. I try to shop in the sales
and look out for discounts. Of course I can’t resist a real bargain, like this dress; only sixty Pounds, reduced from a
hundred and twenty!
Hattie Jones answering Sue Lomax
8. I do sometimes, but it isn’t always a good idea. I lent a close friend some money six months ago, but he hasn’t
paid it back yet. He still owes me about five hundred Pounds!
ts 12.6/6.C
Oliver Slater asking Marta Álvarez.
a) How much do people in your country earn?
Marta Álvarez answering Oliver Slater
4. Salaries in my country are quite low, especially compared to London. Of course, the cost of living here is higher
too, but still, when I tell my friends back home what I earn, they’re quite jealous.
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
Jake Hudson asking David Patek.
b) Have you ever won any money?
David Patek answering Jake Hudson
2. Yes I have, but not very much; the most I ever got was £50. I sometimes bet on the cricket results and from time to
time I get lucky. Don’t tell Roopa though, she doesn’t like betting!
Allie Smith asking Gita Jaffrey
c) Do you ever waste money?
Gita Jaffrey answering Allie Smith
1. Oh yes, lots. According to my husband I’m a shopaholic. He says I’m always buying completely unnecessary
things. Of course I don’t agree. It’s just there are so many fantastic cooking gadgets these days!
Allan O’Brien asking Steve Mayo
d) Are you saving up for anything at the moment?
Steve Mayo answering Allan O’Brien
3. I am actually. As you know, I’m still living with my parents at the moment, but I’d really like to rent my own
apartment. Unfortunately, most landlords want at least a two-month deposit.
Karen Long asking Debbie Stoker
e) Is there anything you’d like to buy but can’t afford?
Debbie Stoker answering Karen Long
6. I’d love to get a new car; something bigger, more comfortable and more reliable than my old one, but I’ll have to
wait a while. The type of car I’d really like is just too expensive for me. I’m absolutely broke after my last trip back
to Canada.
Sue Lomax asking Hattie Jones
f) Do you ever lend money to family or friends?
Hattie Jones answering Sue Lomax
8. I do sometimes, but it isn’t always a good idea. I lent a close friend some money six months ago, but he hasn’t
paid it back yet. He still owes me about five hundred Pounds!
Julie Appleby asking Daniel Cook
g) Have you ever borrowed money?
Daniel Cook answering Julie Appleby
5. Of course I have; who hasn’t? I had to get a mortgage 20 years ago when I bought my house. I took out another
loan about 5 years ago when I had to do some renovation work.
Pattie Clark asking Caroline Lo
h) How much do you spend on clothes every month?
Business Elements
6-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
Caroline Lo answering Pattie Clark
7. Not as much as some people think. I like to look smart, but I don’t like wasting money. I try to shop in the sales
and look out for discounts. Of course I can’t resist a real bargain, like this dress; only sixty Pounds, reduced from a
hundred and twenty!
ts 12.7/15.A
/eə/ share
/ɜː/ first
ts 12.8/15.C
/eə/ share unfair
airport there square
/ɜː/ first early heard sir worth
Business Elements
third
careful fare pair wear
earth
urgent
world
7-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
UNIT 13
ts 13.1/4.A and 4.B
[1. David to Gita]
D: How did you respond to that first question, Gita? I know you spend a lot of time in the office and you’re always
busy. Do you have enough time for your family?
G: Well, actually, it’s not so bad now. Rajiv and Sachin are both at university; they only come home some weekends
and holidays. It was much worse when they were little.
D: I know what you mean; my kids are always complaining I don’t play with them enough. And Roopa would like
me to help more with the housework.
[2. Patty to Gina]
P: Gina, do you manage to disconnect when you’re not working, or are you always checking your phone?
G: I find it quite easy to disconnect. Unless Helena asks me to keep my company phone switched on for a special
reason, I switch it off as soon as I leave the office.
P: Really? I’d love to do that, but I always worry that Caroline might need me.
[3. Adam to Denis]
A: How do you feel about this Denis? You know that Karen suggested offering you an intensive Mandarin course?
D: I think it’s a great idea. I really enjoy practising, but I haven’t had many opportunities lately. An intensive course
must be expensive though.
A: Don’t worry about that. It’s worth investing in good language training because we do a lot of business abroad.
[4. Harry to Debbie]
H: How many hours did you put down Debbie; seven, eight? I sometimes feel glued to my chair, which can be quite
boring, and my back often hurts.
D: Speak for yourself Harry. I always seem to be running from one end of the office to the other, trying to solve
problems with programs, viruses and so on. For me, it would be quite nice to have a rest from time to time.
ts 13.2/8.A and 8.B
[The inspector sounds a little suspicious and sceptical throughout the interviews, trying to find fault; the employees
are proud of their company and convinced they are doing everything correctly]
1. [Inspector and Stan Brownlow]
I: How many of these are there in the warehouse?
SB: According to regulations, there should be one every 22 metres, but we prefer not to take any risks because some
of the products we store are highly inflammable. Employees can actually find an extinguisher every twenty metres.
I: How often do you check them?
SB: One of our employees checks them every month, to make sure they’re working. And once a year someone from
the company that manufactures and installs them comes round and inspects them too.
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
2. [Inspector and Stan Brownlow]
I: Who shows employees what to do in case of an emergency?
SB: We have a health and safety representative in every area of the warehouse.
I: Who appoints them?
SB: They are employees who volunteer for the position. They receive all the necessary training as well as a bonus for
the extra work that they do.
I: Who trains them?
SB: Some of the training is done by Human Resources, but we also get experts from outside the company to come in
and train staff.
3. [Inspector and Sophie Buskirk]
I: You work in packaging, don’t you?
SB: Yes I do.
I: And the company provides you with overalls and hard hats, doesn’t it?
SB: That’s right.
I: And you wear gloves all the time, don’t you?
SB: Absolutely. Some of the materials we handle can be quite rough or sharp.
I: You don’t smoke in the warehouse, do you?
SB: Of course not! Do you think I’m crazy! (indignant)
4. [Inspector and Juan]
I: Could you tell me what you’re doing?
J: I’m moving these boxes and putting them on that shelf.
I: Do you think the work is hurting your back?
J: No, I don’t. If you know how to lift things properly, you don’t damage your back. Besides, I’m a strong man
(boasting).
5. [Inspector and Steve Mayo]
I: What happened to you?
SM: I fell and twisted my ankle.
I: What caused the accident?
SM: I think I did. I was carrying a cup of coffee and I spilled some. (sheepish)
6. [Inspector and Stan Brownlow]
I: Mr. Brownlow, let me just check with you. This machine has a special safety mechanism, hasn’t it?
SB: Yes it has.
I: And employees can’t touch it without permission from a supervisor, can they?
SB: No they can’t.
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
7. [Inspector and Sophie]
I: Ms Buskirk, do you know what this means?
SB: Of course. The poster shows how important hygiene is. Some of the substances we work with can cause
allergies; others could be inflammable or even toxic.
I: Do you always know which substances are dangerous?
SB: Yes I do because there are labels on all the products we handle.
8. [Inspector and Juan]
I: Do you know what to do if you, or your colleagues, have an accident?
J: Yes I do. If the accident is not very serious, we have these boxes which contain bandages, plasters and various
types of medication. For example, if Sophie cuts herself, I can disinfect and bandage her wound. However, if the
accident is serious, I’ll call the emergency services.
I: Have you ever called them?
J: No never! Nothing serious has ever happened here. This is a very safe place.
ts 13.3/8.C
a) How often do you check them?
b) Have you ever called them?
c) Who shows employees what to do in case of an emergency?
d) What happened to you?
e) You work in packaging, don’t you?
f) Employees can’t touch it without permission from a supervisor, can they?
g) Could you tell me what you’re doing?
h) Do you know what this means?
ts 13.4/14.B
Manufacturing rubber
Latex is obtained from rubber trees by agricultural workers in tropical rainforests. They insert a tube into the bark of
the tree; this tube is attached to a recipient where the rubber collects.
Then the latex is taken to a factory where it’s poured into large tanks; an equal amount of water is added.
The mixture is strained to remove impurities and then it’s left until rubber particles rise to the surface.
The particles form into a white substance; this is called crude rubber.
Next, the crude rubber is rolled into sheets by a special machine; the sheets are then cut into small pieces which are
referred to as crumb rubber.
Agents such as polymers are now added to the crumb rubber to plasticize it; it is then ready to be shaped into the
final product.
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
Finally, the completed rubber product is vulcanized, which makes it stronger and harder. This can be done by
applying heat or by adding sulphur compounds.
ts 13.5/20.A
Roopa: Hi honey, have you seen this questionnaire the council has sent us?
David: No, what’s it about?
R:
It’s about public transport and getting around the city. Shall we fill it in together?
D:
Sure. Fire away.
(Roopa reads out the questions)
R:
Do you use public transport to get around the city?
D:
Of course I do.
R:
So do I. Next question: How often do you use it? Every day?
D:
Yes I do. During the week I use it to get to work and at the weekend to go to the gym, a cricket match, the
pub; whatever.
R:
I don’t. I often go by car when I’m picking up the kids or taking them somewhere.
…
R:
Here’s another one: Have you got a travel card?
D:
Yes I have. Well, it’s a bus pass really, because I use the bus most.
R:
So have I. But I’m not sure if I’ll get another one; they’re getting more and more expensive.
…
R:
Moving on to cars now: Can you drive?
D:
Yes I can.
R:
Me too.
D:
(getting impatient) Why are you asking me all those silly questions? You know that I drive. I’ve had my
driving license for 10 years.
R:
(calming him down) I know, I know. I’m just completing the form. What about this one: Can you get around
easily by car?
D:
(angry) No I can’t! Nobody can! Not with all those … cars on the road!
R:
Neither can I. You’re right; there are too many traffic jams.
…
R:
David, do you ever cycle or walk in the city?
D:
No, I don’t. I don’t like cycling or walking.
R:
I do. I sometimes cycle to my parents’ house. But, do you think the city is safe for cyclists and walkers?
D:
No, I don’t.
R:
Me neither. There are far too many accidents.
…
D:
(more impatient) Haven’t we finished yet?
R:
Just a few more questions: would you like to have more pedestrianized areas?
D:
Yes I would. It would be nice for the kids.
Business Elements
11-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
R:
So would I.
…
R:
And finally: have you ever had a traffic accident?
D:
(exaggerating) No I haven’t.
R:
Neither have I.
D:
Can I watch the sports news now?
ts 13.6/20.B
Questions
David’s Answers
Roopa’s Answers
Do you use public transport to get around?
Of course I do.
So do I.
How often do you use it?
I use it every day.
I don’t.
Have you got a travel card?
I’ve got a bus pass.
So have I.
Can you drive?
Yes I can.
Me too.
Can you get around easily by car?
No I can’t.
Neither can I.
Do you ever cycle or walk in the city?
No I don’t.
I do.
Do you think the city is safe?
No I don’t.
Me neither.
Would you like more pedestrianized areas?
Yes I would.
So would I.
Have you ever had a traffic accident?
No I haven’t.
Neither have I.
ts 13.7/24.C
/aI/
/iː/
/ɪə
/
/I/
/ʌ/
/eə
/
/æ/
/a/
/aʊ/
/e/
/ə
eye
kne
e
ea
r
lip
hip
wrist
finger
s
stomac
h
hai
r
ankle
back
eyelas
h
calf
hear
t
mouth
eyebro
w
ches
t
leg
hea
d
nec
k
should
er
thig
h
spin
e
feet
teet
h
Business Elements
lungs
chin
12-24
ʊ/
toe
elbow
/ɔɪ/
/ɒ/
/eI/
/ʊə/
groi
n
botto
m
nostril
s
brai
n
vein
nail
toot
h
foot
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
UNIT 14
ts 14.1/5
a) If employees have good laptops, they can do part of their work from home.
b) When people call Customer Services we usually have to put them through to other departments.
c) People will be much more relaxed if they can start earlier and avoid the rush hour.
d) Unless we make a clear distinction between working time and free time, people teleworking won’t be able to
disconnect.
ts 14.2/7.A and 7.B
Rule number one: if you spend a lot of time on your computer, make sure the furniture and equipment you use are
comfortable. There are many different tables or desks and a wide variety of chairs. However, here are some common
guidelines that you should take into account when choosing office furniture.
Let’s talk about chairs first. If you sit down a lot, you’ll need a chair that supports your back. If you find it difficult to
place your feet flat on the floor, you should get a foot rest to put them on. This is particularly important for people
who aren’t very tall, or those who tend to cross their legs.
If you work on a laptop and place it directly on your knees, the air won’t be able to circulate and your laptop may
overheat. Moreover, if you bend forward too much, you’ll put pressure on your back and neck.
Tables are important too; if you cannot keep your forearms and hands in a straight line, adjust the height of your
table.
Whatever work you do, be careful with posture. If you don’t sit up straight and don’t relax your shoulders, they’ll
start to ache.
You also need to look after your eyes. Unless the top of your computer screen is slightly below eye level, you won’t
be able to see it properly. Besides, if your screen is positioned badly, you can get reflections or glare from artificial
lighting or from the sun.
ts 14.3/9.A
Once your work station and computer are perfectly aligned, you should start focusing on posture. Here are some easy
tips to help you feel better.
As soon as my neck starts feeling tense, I lower my right ear to my shoulder and hold it there for 10 seconds. I then
repeat the movement on the other side. I won’t stop until all the muscles in my neck feel relaxed.
Before I move on to my shoulders, I usually do a couple of head turns. If you turn your head slowly and look first
over your right shoulder, and then over your left, you’ll improve flexibility in your neck and back.
When I finish with my head, I concentrate on my shoulders. After I move my shoulders forwards in a circular
movement 3 to 5 times, I then move them backwards.
I can guarantee that as soon as you start doing these exercises on a regular basis, you’ll notice the benefits.
ts 14.4/11 A and B
Helena Downs: Good morning everyone; can you hear me Gustavo?
Gustavo Barrantes: Good morning! Yes, Helena, I can hear you very well.
Caroline Lo / Harry Brown: Good morning!
HD: Does everyone have a copy of the agenda?
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
CL / HB / GB: Yes!
HD: Now, as you all know, given the current worldwide economic situation, the position of MN Global Access Ltd.
is fairly strong.
CL: Yes Helena, but we really do seem to be losing ground in South America.
HD: I wouldn’t say we’re losing ground, but there’s certainly untapped potential in that region and if we exploited it
we could see some very positive results. And, as you know Caroline, that’s one of the issues we’re going to discuss
this morning.
HB: And ways of using new technologies to promote our business.
HD: Absolutely! That’s an area where we perhaps have lost ground.
GB: I agree, especially here in South America; social media networks as a means of promoting companies have
taken off quite dramatically. If MN Global Access Ltd. invested in this area it would be excellent for business.
HD: And that’s where you come in Gustavo, I’ve felt for quite a while that if we appointed regional consultants in
key geographical areas it would help us to maximise growth in those areas.
HB: And so Gustavo is going to be our regional consultant in South America?
HD: On a trial basis, yes.
CL: And what about south-east Asia? India in particular is a key growth area.
HD: South East Asia is the other region where I think we should pilot this idea. Of course, if the budget were
available we could pilot the plan in more regions, but if we had consultants working in those two regions for, let’s
say six months initially, we could monitor the results with a view to expanding the plan to other key regions.
GB: I’m sure it’ll be an enormous success!
HB: And so what will be the main focus of the work these consultants are going to do?
HD: Well, obviously to consolidate and expand existing business and to seek out and develop potential new
business.
GB: Using social media networks as a marketing tool.
HD: Which, as you both know, is one of Gustavo’s specialities; he has an excellent track record. Although given
your key roles in the company, the two of you and your departments are going to be very much involved.
CL: So lots of trips to Buenos Aires and Mumbai. I hate flying!
HD: Not necessarily Caroline, one of the advantages of having regional consultants is that it reduces the need for
business trips.
HB: Anyway, Gustavo does seem to visit the UK a lot. Will you be coming over again soon?
GB: As a matter of fact, I will be in Manchester next week, it’s a personal trip but, er, well, I’m sure I’ll have time to
visit the office …..
HB: Now, we also need to talk about …
ts 14.5/12.A
Gustavo B: If MN Global Access Ltd. invested in this area it would be excellent for business.
Helena D: If the budget were available we could pilot the plan in more regions.
ts 14.6/17.B
Marta Álvarez: Good morning, Ms. Downs, I’m Marta Álvarez, the assistant events organiser.
HD: Good morning, Ms. Álvarez, pleased to meet you.
MA: Pleased to meet you too, please, call me Marta.
Business Elements
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TAPESCRIPTS. 11, 12, 13, 14 AND 15.
HD: And I’m Helena.
MA: How can I help you, Helena?
HD: Well, as I explained in my email I’m looking for a venue for the AGM of the Importers’ and Exporters’
Federation, we have a rotating presidency and it’s my turn this year.
MA: Right, well, our conference centre is new, as you probably know, we have capacity for up to 250 delegates.
HD: That’s certainly big enough; we’re expecting about 220 people to attend.
MA: Would you like me to show you around?
HD: Yes please.
MA: Let’s start here; this is the place where the delegates can leave their belongings when they arrive.
HD: Like a cloakroom?
MA: Yes, I suppose so, there are lockers as you can see and there’s an attendant, she’s the person who looks after
everything so it’s very secure.
HD: I see.
MA: This is the main conference area.
HD: It’s very light and spacious.
MA: Yes it is. This is the area where the delegates sit and as you can see, around the side of the room, these are the
places where the delegates can work or meet in groups.
HD: Ok
MA: Here we’ve got the projector and the screen which you can use for visual presentations, and we’ve got state of
the art speakers that offer the latest technology in audio reproduction.
HD: It’s all very impressive.
MA: If you like, I’ll introduce you to Danny Collier; he’s the person that looks after the audio visual side of our
events.
HD: What about catering?
MA: Yes of course, we can talk to our chef Oliver Slater whose responsibilities include organising catering for
conferences. You might have seen him on Masterchef.
HD: (laughing) I haven’t actually, I don’t have much time to watch TV!
MA: You mentioned in your email that the 21st of February is the date when you’re thinking about having the
conference.
HD: Yes that’s right; I should be able to confirm that later this week.
MA: I believe your colleague Hattie Jones recommended us for your conference.
HD: Yes, that’s right. Hattie always stays here when she’s in London on business and one or two of my other
colleagues too.
MA: Yes, Ms. Jones is a very good customer. She has stayed here with her partner a couple of times as well, when
they have been in London for the weekend.
HD: Partner?
MA: Yes, Mr Barrantes; he’s her partner, isn’t he?
HD: Well, er, I’m not sure to be honest.
MA: Oh dear! I hope I haven’t said something I shouldn’t have said.
HD: (laughing) Don’t worry Marta, I’m very discrete ….
Business Elements
15-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
ts 14.7/18.B
a) The projector and the screen which you can use for visual presentations.
b) Our chef Oliver Slater whose responsibities include organising catering for conferences.
c) Speakers that offer the latest technology in audio reproduction.
d) This is the place where the delegates can leave their belongings.
e) He’s the person that looks after the audio visual side of our events.
f) She’s the person who looks after everything.
ts 14.8/20.A
a) A customer services manager is a person that deals with clients’ complaints.
b) A smart phone is a technological tool that we can use as a mini personal computer.
c) A fork lift truck is a piece of machinery that can be used to move heavy objects.
d) A lecturer is a person that teaches in a university.
ts 14.9/21.A
/ʒ/ television; /dʒ/ January
ts 14.10/21.C
/ʒ/ usually
pleasure
/dʒ/ judge
journey original injury badge luggage page June
Business Elements
beige fusion invasion
16-24
projector garage
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
UNIT 15
ts 15.1/1.B
Daniel: My job as a Customer Services manager is interesting, but stressful. I usually work long hours and I often
have to deal with difficult clients. My shoulders used to feel tense and my back was always hurting.
Daniel: I didn’t use to do any exercise. I was always too tired, or too busy. But now I’ve taken up Pilates and I love
it. I usually go to class twice week. I have improved my posture and learnt to relax.
Allie: Did I use to like my job? Not at all; I couldn’t stand it! The customers used to complain about their bills and
my boss used to shout at me. Telephone companies are not very popular with the public.
Allie: My new job as a marketing consultant is great! I’ve had to catch up with new marketing methods, but my boss
is happy with my performance; I don’t usually have to work overtime and I make a lot more money as well!
ts 15.2/4.A and 4.B
C:
So, Gustavo, has Hattie changed your life?
G:
Definitely. Before I met her, I’d never forgotten an appointment.
H:
(alarmed) What are you talking about?
G:
When we bumped into each other at Stanley’s hotel in London you took me for lunch. We drank some wine,
we talked and talked and talked… and I never made it to my 5 0’clock meeting.
H:
(embarrassed) Oh dear, I didn’t know that. I’m sorry Gustavo.
C:
Hattie, what about you? Has Gustavo changed your life?
H:
Oh yes. Before I met him, I’d never been to a modern art gallery. I always preferred more traditional art. To
be honest, I still do…
G:
(surprised) But Hattie, you never told me! Don’t worry; I’ll never take you to another gallery again!
C:
Seriously guys, what are your plans for the future?
H:
For the moment, we’ll continue as we are. I’ll continue working at the Manchester office and Gustavo will
stay in Buenos Aires.
G:
But we’ll visit each other regularly!
C:
Hmmm, I wouldn’t like to do that! All those long flights!
G:
That’s another change: I used to hate flying, but now I don’t mind it anymore. I just think about Hattie.
H:
And I used to be really absent-minded and disorganized.
C and G:
H:
(exclaim together and sound surprised) …Used to?!
Yes, Gita says I’m much better now. I try to organize my timetable so I have time to Skype with Gustavo.
(Sounds of eating)
C:
That was delicious. Hattie, Gustavo, you have changed my life too; I used to be so fussy about my food..
H and G: (exclaim together and sound surprised) …Used to?!
C:
I had never been to an Argentinian restaurant and I had never eaten half a cow before! Well, cheers
everybody; Hattie, Gustavo, I’m sure you’ll be very happy together!
(sound of glasses touching)
Business Elements
17-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
ts 15.3/5.D
He hadn’t been to Boston before.
Had he been to Boston before?
ts 15.4/6
[Helena Downs = HD / Caroline Lo =CL/ Hattie Jones = HJ/Sue Lomax = SL / Harry Brown = HB]
HD:
Good morning and thank you for coming. As you know, the purpose of this meeting is to discuss and assess
some of the recent changes we have introduced. The first point on the agenda is the appointment of regional
consultants. Caroline, could you give us an update on that?
CL:
Our new regional consultants are doing a very good job. Gustavo has been drumming up business in
Argentina, Chile and Brazil, while Latika has made some valuable contacts in Mumbai, New Delhi and Chennai.
HJ:
Could I just add something there? I’d like to confirm that my department has already seen an increase in
orders from those parts of the world.
HD:
So, we all agree that introducing regional consultants has been a good move?
CL:
Definitely. In my view, if we hadn’t appointed regional consultants, we wouldn’t have expanded our
business so rapidly.
HD:
Let’s move on to the next point: flexitime. Sue, could you explain how that scheme is going?
SL:
Of course. We started by introducing the flexitime scheme in the administration department and then
extended it to the IT department. So far the results have been encouraging. We conducted a survey which found that
stress levels among staff had been reduced and productivity had gone up.
HD:
Sorry, Sue, could you clarify that?
SL:
Well, if we hadn’t introduced flexitime, employees would have wasted a lot more valuable time sitting in
traffic jams or on crowded public transport. This would have affected their mood and consequently their
performance.
HD:
OK, that sounds logical. So do you think there is room for introducing the scheme in other departments?
SL:
Absolutely. I’m looking into that at the moment.
HD:
Good. Shall we go on to the final point? Harry, could you tell us about the technology project?
HB:
Sure. Following the needs analysis we designed a number of short, intensive workshops dealing with key
problem areas, such as the correct use of social media, the transfer and efficient storage of data, or simply making
optimal use of programs and applications.
HD:
And were these workshops successful?
HB:
Yes, we received very positive feedback from employees as well as managers. If we hadn’t offered
additional training and back-up, employees would have found it more difficult to meet deadlines.
HD:
Excellent. It seems that we’re on the right track, though there’s still a lot of work to do. Hattie, I believe
you’ve had to put off your report on better ways of delegating?
HJ:
That’s right. I’ve been too busy with the regional consultants’ project. If I hadn’t spent so much time on
that, I would have finished the report by now.
HD:
Indeed (drily). Finally, we also talked about providing guidelines for the use of social media networks.
Could someone fill me in on that?
HB:
We’re still working on it. In fact, I’d like to point out that we’ve arranged a very interesting presentation. I’ll
send you the details by email.
HD:
Good. Let’s call it a day then.
ts 15.5/7.A
a) [Caroline Lo] If we hadn’t appointed regional consultants, we wouldn’t have expanded our business so rapidly.
Business Elements
18-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
b) [Sue Lomax] If we hadn’t introduced flexitime, employees would have wasted a lot more valuable time sitting in
traffic jams.
c) [Harry Brown] If we hadn’t offered additional training and back-up, employees would have found it more difficult
to meet deadlines.
d) [Hattie Jones] If I hadn’t spent so much time on the regional consultants’ project, I would have finished the report.
ts 15.6/7.D
a) If we had woken up earlier, we wouldn’t have missed the bus.
b) What would you have done if you had missed the bus?
ts 15.7/11.A
Interviewer: Good morning everybody; this morning’s special guest on the Job Slot is Brian Smith, who’s going to
talk to us about presentations. Good morning, Brian, thank you for joining us.
Brian Smith: Good morning, thanks for inviting me.
I: First of all I’d like to mention that a lot of people, especially young people, get very stressed and anxious at the
thought of making a presentation. Why do you think that is?
BS: Well, most people get rather nervous about speaking in public; especially if they’re not used to it. I have to say
that making a presentation isn’t necessarily an easy task. But if you approach it step by step and bear in mind some
important points, you can reduce your stress levels and give a good presentation.
I: For example?
BS: It’s essential that you think about your audience and make sure that your presentation is going to be relevant to
their needs and interests. Make sure that you include all the relevant information they need and only that information.
Also, find out how many people are going to attend your presentation; there’s a big difference between making a
presentation to six people and one to sixty people. If possible, check the presentation room beforehand. Is it big
enough? Will you be able to use a microphone? If there’s no microphone and you have a large audience in a large
room, you need to make sure that everyone’s going to hear you. Speak up and speak clearly but make sure you don’t
speak too slowly and don’t shout!
I: What about planning?
BS: You can’t make a good presentation without a good plan. Try and divide your presentation into between three
and five main points. Write down a topic heading for each point and under each topic heading use key words to
identify the main things you’re going to talk about. It’s essential that you include important details like names or
dates or any statistical information. Write them in different colours so that they stand out.
I: So you wouldn’t write out the presentation in full and then read it aloud?
BS: Absolutely not! You could possibly write it out and use what you’ve written to form the basis of the plan which
I just talked about. But on the day, you should speak spontaneously.
I: What about slides and other visual aids?
BS: Be careful! Visual aids aren’t always essential. It depends on the topic you’re presenting so only use them if
they’re relevant and necessary. Make sure they only include relevant information which is clearly presented and easy
to see. Avoid including text on slides. You’re audience are there to listen to you! One thing I would like to emphasise
is the importance of explaining any words or technical terms that your audience might not be familiar with, before
the presentation. Especially if your presenting in a different language from the audience’s native language.
I: And you’d do that with slides?
BS: Yes, or on a handout or even a white board.
I: How important is it to involve the audience?
Business Elements
19-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
BS: It’s absolutely essential. I think the first thing that you have to do is to get them to feel comfortable with you.
They need to be able to identify with you. For example, try and dress in a similar way to them, if it’s a more formal
company I’d say that a suit and tie are essential, but if it’s a presentation to a group of students then you should
probably dress less formally.
I: But not jeans and a tee shirt?
BS: No! (laughs), think about your audience as always but as a general rule, keep it neutral. But clean and smart
obviously. The same goes for language. Avoid being excessively formal or informal. But try and avoid slang.
I: But getting back to involving the audience, what else can you do?
BS: Right. Well, you need to involve them, get their attention, right from the beginning so think carefully about how
you’re going to start your presentation. A good way is to ask a question. A question that’s relevant to the topic and
which gets them to think and focus on the topic. Or an interesting anecdote; anecdotes can also be very useful as well
for explaining points or giving examples, especially for complex subjects.
I: Some people open a presentation with a joke or a funny story, don’t they?
BS: Yes they do, but be very, very careful. Remember that you’re idea of a funny story isn’t necessarily everyone
else’s, particularly if you’re not from the same cultural background as your audience. Avoid anything that may cause
any kind of offence to anyone.
I: Good advice!
BS: You can also involve the audience by getting them to ask you questions.
I: But that would usually come at the end, wouldn’t it?
BS: Yes, always finish by asking if anyone has any questions, but if your presentation is quite long or if it covers
several fairly distinct points, you could invite questions before you move on to the next point; it also gives people the
chance to ask for clarification of anything they haven’t understood.
I: I see. Is there anything else you’d like to mention Brian?
BS: Yes, two things: first, think about movement, gestures and body language. Don’t stand still for too long, move
about – not too much though, once again it’s about balance – and make sure that you use hand and arm gestures to
emphasise points. And remember to smile and maintain eye contact with the audience!
I: And second?
BS: Make sure that you summarise all the main points of your presentation in your conclusion; before you invite
questions from the audience.
I: Once again, Brian, thank you very much.
BS: My pleasure.
ts 15.8/11.B
Interviewer: Good morning everybody; this morning’s special guest on the Job Slot is Brian Smith who’s going to
talk to us about presentations. Good morning, Brian, thank you for joining us.
BS: Good morning, thanks for inviting me.
I: First of all I’d like to mention that a lot of people, especially young people, get very stressed and anxious at the
thought of making a presentation. Why do you think that is?
BS: Well, most people get rather nervous about speaking in public; especially if they’re not used to it. I have to say
that making a presentation isn’t necessarily an easy task. But if you approach it step by step and bear in mind some
important points, you can reduce your stress levels and give a good presentation.
I: For example?
BS: It’s essential that you think about your audience and make sure that your presentation is going to be relevant to
their needs and interests. Make sure that you include all the relevant information they need and only that information.
Also, find out how many people are going to attend your presentation; there’s a big difference between making a
Business Elements
20-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
presentation to six people and one to sixty people. If possible, check the presentation room beforehand. Is it big
enough? Will you be able to use a microphone? If there’s no microphone and you have a large audience in a large
room, you need to make sure that everyone’s going to hear you. Speak up and speak clearly but make sure you don’t
speak too slowly and don’t shout!
I: What about planning?
BS: You can’t make a good presentation without a good plan. Try and divide your presentation into between three
and five main points. Write down a topic heading for each point and under each topic heading use key words to
identify the main things you’re going to talk about. It’s essential that you include important details like names or
dates or any statistical information. Write them in different colours so that they stand out.
I: So you wouldn’t write out the presentation in full and then read it aloud?
BS: Absolutely not! You could possibly write it out and use what you’ve written to form the basis of the plan which
I just talked about. But on the day, you should speak spontaneously.
I: What about slides and other visual aids?
BS: Be careful! Visual aids aren’t always essential. It depends on the topic you’re presenting so only use them if
they’re relevant and necessary. Make sure they only include relevant information which is clearly presented and easy
to see. Avoid including text on slides. You’re audience are there to listen to you! One thing I would like to emphasise
is the importance of explaining any words or technical terms that your audience might not be familiar with, before
the presentation. Especially if your presenting in a different language from the audience’s native language.
I: And you’d do that with slides?
BS: Yes, or on a handout or even a white board.
I: How important is it to involve the audience?
BS: It’s absolutely essential. I think the first thing that you have to do is to get them to feel comfortable with you.
They need to be able to identify with you. For example, try and dress in a similar way to them, if it’s a more formal
company I’d say that a suit and tie are essential, but if it’s a presentation to a group of students then you should
probably dress less formally.
I: But not jeans and a tee shirt?
BS: No! (laughs), think about your audience as always but as a general rule, keep it neutral. But clean and smart
obviously …
ts 15.9/11.D
BS. …The same goes for language. Avoid being excessively formal or informal. But try and avoid slang.
I: But getting back to involving the audience, what else can you do?
BS: Right. Well, you need to involve them, get their attention, right from the beginning so think carefully about how
you’re going to start your presentation. A good way is to ask a question. A question that’s relevant to the topic and
which gets them to think and focus on the topic. Or an interesting anecdote; anecdotes can also be very useful as well
for explaining points or giving examples, especially for complex subjects.
I: Some people open a presentation with a joke or a funny story, don’t they?
BS: Yes they do, but be very, very careful. Remember that you’re idea of a funny story isn’t necessarily everyone
else’s, particularly if you’re not from the same cultural background as your audience. Avoid anything that may cause
any kind of offence to anyone.
I: Good advice!
BS: You can also involve the audience by getting them to ask you questions.
I: But that would usually come at the end, wouldn’t it?
Business Elements
21-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
BS: Yes, always finish by asking if anyone has any questions, but if your presentation is quite long or if it covers
several fairly distinct points, you could invite questions before you move on the next point; it also gives people the
chance to ask for clarification of anything they haven’t understood.
I: I see. Is there anything else you’d like to mention Brian?
BS: Yes, two things: first, think about movement, gestures and body language. Don’t stand still for too long, move
about – not too much though, once again it’s about balance – and make sure that you use hand and arm gestures to
emphasise points. And remember to smile and maintain eye contact with the audience!
I: And second?
BS: Make sure that you summarise all the main points of your presentation in your conclusion; before you invite
questions from the audience.
I: Once again, Brian, thank you very much.
BS: My pleasure.
ts 15.10/12.A
Hattie Jones: Good afternoon everyone. Thank you for coming. Today I’m going to talk to you about the new
procedures for dealing with orders and despatching them. Now, have you all received a copy of the new MN Global
Access Ltd. Operations Manual?
Various Voices: Yes!
HJ: OK. And if you’ve read it you’ll know why we’ve decided to change the orders and despatch procedures. Can
anyone tell me?
Steve Mayo: To simplify the procedures and make them more efficient.
Jake Hudson: And to avoid some of the mix-ups we’ve had recently!
HJ: Exactly. First of all, I’m going to talk about the procedure for receiving an order. As you know, when we receive
an order, we pass it to administration to be processed. Although this works reasonably well, it does take time and it
involves paperwork that we could perhaps avoid, therefore, now that we have Jake Hudson working full time in the
department … (fade out)
(fade in) … so, from now on, when you receive an order, you’ll pass it to Jake for processing. Any questions?
Alright, let’s move on. Unfortunately, we’ve recently had a couple of problems with important shipments going to
the wrong client as a result of the purchase order numbers being very similar. We were able to recall the shipments
and as they were non-urgent, no harm was done. But we need to learn from these mistakes and make sure they don’t
happen again.
From now on, each PON will begin with the name of the client … (fade out)
(fade in) … in addition, each order must be cross checked by another member of staff before it’s despatched to make
absolutely sure that all details including the client name and address are correct… (fade out)
(fade in) .. To summarise, the main points to remember are that from now on, orders will be processed in the
department and not passed to administration and that you must use the new PON numbering system straightaway
too. And as well, please remember to cross check all orders before they’re despatched.
Thank you for attention. Would anyone like to ask a question?
ts 15.11/12.B
[Julie Appleby]
Hello everyone; thanks for attending. This presentation is about customer service and satisfaction. Obviously, we all
know that our customers must be satisfied at all times. And here at MN Global Access Ltd. we do have excellent
Business Elements
22-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
levels of customer satisfaction but we mustn’t be complacent, which is why we’ve decided to introduce a new three
point plan to try to ensure 100% customer satisfaction.
The first point I’m going to talk about is the importance of establishing customer needs. We’re proposing to
introduce a series of questionnaires to be sent to our main clients from time to time in order to find out what we
could be doing to improve our services … (fade out)
… (fade in) Now, secondly, let’s look at our after sales service. As you know, we provide a full after sales customer
service package, but until now, we haven’t given clients the opportunity to give specific feedback in relation to each
transaction, consequently we’re not necessarily able to offer … (fade out)
… (fade in) so hopefully that will that mean that we’ll be in a better position to meet each client’s individual needs.
My third point relates to dealing with complaints. We don’t receive very many but when we do receive them, as we
all know, they must be taken very seriously. On the one hand, as the old saying goes, “the customer is always right”,
on the other hand, we know that isn’t necessarily always the case! We have to strike a balance; so we’ve drawn up a
plan … (fade out)
… (fade in) So to sum up the three main points of our new customer service plan are … (fade out)
… (fade in) Thank you for listening. If anyone has any questions, I’ll be happy to answer them.
ts 15.12/12.C
[Allie Smith]
Good morning, my name’s Allie Smith and I’m here today to talk to you about social media in advertising
campaigns. I’d like to start with a question: how many of you have a social media account? Most of you; and like me
you probably use them to keep in touch with family and friends, post photographs, tell everyone about your holidays,
spread a bit of gossip, right? (laughs). They’re changing the way we communicate, they’re revolutionizing society.
But there’s a much more serious side to these media and furthermore, more and more companies are exploiting them
to promote and publicise their image and to market and sell their products and services.
To start, I’m going to talk about the main social media websites, their typical user profiles and demographics and
which sectors and services could best use each one … (fade out)
… (fade in) So, as you can see, there really is something for everyone here. The variety of user profiles means that
there really isn’t any sector, any company or any product or service that can’t be promoted, publicised or marketed
using one or other social media.
I’d like to move on now and look at how to present your product or service on a social media website. Now, contrary
to what a lot of people seem to think, you don’t have to be a computer expert or a top graphic designer in order to
start selling your company …… (fade out)
… (fade in) Couldn’t be easier, could it? Would anyone like me to clarify anything? Ok, finally, let’s take a look at
some statistics relating to the increase of social media advertising over the last few years….(fade out)
… (fade in) So I’m sure you’ll agree those dramatic increases are going to go on and on and we’re very likely so see
the disappearance of some of the more traditional advertising and marketing methods in the near future.
To conclude, I’d like to go over the main points again ….(fade out)
… (fade in) Thank you very much; I hope you’ve found my presentation useful. Please don’t hesitate if you have any
questions.
ts 15.13/19.A
Brian Smith: They need to be able to identify with you.
Hattie Jones: I’m going to talk about the procedure for receiving an order.
Business Elements
23-24
TAPESCRIPTS. 11, 12, 13, 14 AND 15.
Julie Appleby: My third point relates to dealing with complaints.
Allie Smith: So, as you can see, there really is something for everyone here.
ts 15.14/19.B and 19.D
Brian Smith: I have to say that making a presentation isn’t necessarily an easy task.
Hattie Jones: From now on, each P. O. N. will begin with the name of the client.
Julie Appleby: We all know that our customers must be satisfied at all times.
Allie Smith: To conclude, I’d like to go over the main points again.
ts 15.15/20.A
a) The new regional representatives will start work in January.
b) The new regional representatives will start work in January.
c) The new regional representatives will start work in January.
d) The new regional representatives will start work in January.
e) The new regional representatives will start work in January.
Business Elements
24-24