0 English at Work Episodes 00-66-Christmas

8/12/2019 0 English at Work Episodes 00-66-Christmas

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English at WorkIntroduction

English at Work British Broadcasting Corporation 2012Page 1 of 3

bbclearningenglish.com

Hi I'm Neil. Thanks for joining me on English at Work - a new series of programmes set

in an office, full of top tips to help you learn some useful business language which you

could use in the workplace.

In the next few minutes you can join me on an introductory tour around one of London's

biggest imitation plastic fruit manufacturers, called Tip Top Trading. We're going to hear

from some of the employees that work so hard to keep the business running smoothly.

So come on then! Let's step into the office and eavesdrop on Tip Top Trading's possiblenewest recruit. I say 'possible' because she is still being interviewed for the job of Sales

Executive

Insert

Anna: Firstly, this job is an ideal match for my skills and experience: I've spentseveral years working in sales and I get on with people easily. Well, Imean, apart from the ones I don't like of course! Secondly, I know Tip TopTrading is one of the fastest-growing companies in London, and I want tobe part of that.

Paul: That's absolutely right. Tip Top Trading is the fastest-growing company inthe plastic fruits sector.

Well said, Anna! If she gets that job I'm sure she'll be an asset to the company. The

decision is in the hands of Manager, Paul, who we heard there. He's a nice guy really, a

little disorganised, but when things go wrong he's got to take chargea bit like this

Insert

Paul: Yesterday was not a great day. Two clients came in with seriouscomplaints. Mrs Kumquat received a delivery of imitation bananas thatwere purple not very convincing, and Mr Lime ordered grapefruits, butgot pineapples. Tom!

Tom: Yeah, listen...

Paul: Were you responsible for these errors?


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Tom: Well... yes, but -

Paul: Look, mistakes happen. But it seems that Mrs Kumquat left our officeseven angrier than when she came in and she says she will never use TipTop Trading again!

Tom: I tried my best.

Paul: Hmmm.

Ah yes, Tom! I hadn't warned you about Tom, one of the company's top Sales

Executives he's good.

Insert

Tom: (on phone) Tom speaking. Yah! Frankie! So what's the latest, are we on?

. but his interpersonal skills need working on. Listen to this!

Insert

Tom: My computer has crashed. I've lost my phone. And there's a big, BIGproblem with my timetable. I have two meetings scheduled at the sametime with two extremely important clients. I can't do them both at once!

See what I mean! Now, every office needs a good office assistant and Tip Top Trading

is no exception. It's got Denise, who's there to assist, organise and sometimes make thetea..

Insert

Denise: Oh sorry excuse me, here's your tea Paul.

Paul: Thanks Denise.

But goodness! She likes to talk

Insert

Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almosthad enough! I get treated like I'm some kind of servant!

That's Denise! I think we'll just leave the office now and let them get on with their work

(DOOR CLOSES)


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So that's Tip Top Trading. There are plenty of other people we'll meet along the way

so go on why don't you join me for English at Work from bbclearningenglish.com. See

ya!

Listening Challenge - Answer

What kind of company is Tip Top Trading?

Tip Top Trading is a plastic fruit manufacturer.


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English at Work British Broadcasting Corporation 2012

Page 1 of 3


nglish at WorkEpisode : The interviewLanguage for interviews

Narrator: Hold tight please! This is Anna, on a bus going to an interview for a job asa sales executive at Tip Top Trading one of London's fastest growingcompanies. How are you feeling Anna?

Anna: Oh, a little nervous but I really want this job.

Narrator: Well don't worry Anna, as long as you say the right things, you'll be fine.

Anna: The right things!? Like what?

Narrator: You need to sell yourself, be confident, not arrogant and give examples.Like:A good example that comes to mind.I'm particularly proud of.Timekeeping is important to me.

Anna: Oh right. Thanks. Perhaps you can come with me?

Narrator: Sorry Anna, you're on your own now but we'll be listening in. Look!You've just arrived. Good luck!

Paul: Come in. Hello, I'm Paul, the Manager of Tip Top Trading. And you mustbe.?

Anna: It's Anna.

Paul: Yes, very good. Thanks for coming. Now somewhere in this pile, I've gotyour CV

Anna: Err, is that it there?

Paul: Oh yes, thanks Hannah. Your qualifications look impressive but what salesexperience can you bring to our company?

Anna: I worked in a shop once.

Narrator: Ohhh Anna! Sell yourself. Give a good example!

Anna: Oh rightmmm.well a good example that comes to mind is when I wasinvolved with a campaign to promote and sell a new range ofclothes I loved doing it and it was


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Page 2 of 3


Denise: Oh sorry, excuse me, here's your tea Paul.

Paul: Thanks Denise. Now Anna, it looks like you've achieved a lot duringyour time at university. Could you give me an example of good teamworking during your time there?

Denise: Sorry! I forgot the sugar.

Paul: Thank you Denise.

Anna: Hmm, so you want an example? I was the treasurer of the debatingsociety at university. That was OK I suppose.

Narrator: Come on Anna. Be more enthusiastic the debating society is exciting!

Anna: I mean I'm particularly proud of how I organised the finances for thedebating society. We had a very small budget and I had to make decisionson what to buy.

Narrator: I like it! "I'm particularly proud of" - Positive but not boasting. You're doingwell.

Paul: Very impressive so you're a good planner Anna! We like organised peoplehere... ooops, silly me. I seemed to have spilt tea over your CV.

Anna: Oh, do you need some help?

Paul: Oh noI'm sure it'll dry out carry on please

Anna: Also timekeeping is important to me

Narrator: "Timekeeping is important to me" that's good!

Anna: I always try to complete my work on time. At university I neverhanded my assignments in late.

Paul: That's good to hear. We like punctuality here

Denise: Excuse me Paul. Sorry it's a bit late but I thought you might like a biscuitwith your tea.

Paul: Hmm thanks.oh lovely, custard creams mmm. Now Hannah, finally Iwanted to ask you what exactly made you apply for this job at thiscompany?

Anna: Errrr ooo well. The reason I applied is.

Narrator: Yes, yes, yes Anna? Do you need a bit more time to think?

Anna: Errrmmm


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Page 3 of 3


Narrator: What's she going to say? How would you answer that? Join us next timeto find out. Before we go, here's a reminder of some of the great linesAnna's used today

A good example that comes to mindI'm particularly proud of.

Timekeeping is important to me.

Until next time, bye bye!

Listening comprehension questionWhat was Anna's role in the university debating society?She was treasurer.


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nglish at WorkEpisode : The interruptionStructuring answers



Narrator: Hello! Welcome back to the offices of Tip Top Trading, where Anna'sinterview for a sales job continues. When we last said goodbye, Tip Topboss Paul had asked Anna why she wanted the job. First she said:

Anna: Errr... mmmmm...

Narrator: Since then, she's added:

Anna: Mmmm... errr...

Narrator: And as we join her again, Anna is saying:

Anna: Well, errrr... I'm errr.

Narrator: Come on Anna! If you can't think of the word you need, find another wayof saying it.

Anna: I am... Well, I really, really want this job and I am willing to work veryhard if I get it.

Paul: So youre very motivated, then?

Anna: Motivated! Yes, thats it. I am really motivated.

Paul: Good! Why?

Narrator: Now over to you Anna, structure your answer! Say 'firstly', then give yourfirst reason, 'secondly' and then a second reason. Then say 'above all' andgive a really, really good, enthusiastic final reason! Go for it: firstly!

Anna: Firstly!

Paul: Firstly...?

Anna: Firstly, this job is an ideal match for my skills and experience: I've spentseveral years working in sales and I get on with people easily. Well, Imean, apart from the ones I don't like, of course. Secondly, I know Tip TopTrading is one of the fastest-growing companies in London, and I want tobe part of that.

Paul: That's absolutely right, Tip Top Trading is the fastest growing company inthe plastic fruit sector. But enough about the company, this is all aboutyou, Annabel.


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Anna: Anna.

Paul: Sorry, Anna. Where were we?

Anna: Well, I said that firstly, this job is an ideal match for my skills andexperience, secondly, the company is growing fast...and and above all

the reason I want this job is-

Paul: Yes? (mnock on the door)Denise! Is everything all right?

Denise: No Paul, its not. Everything is not OK!

Paul: You look pale. Here, sit down, drink what's left of my tea.

Denise: Oh, thank you! Oh what are those bits floating in it?

Paul: Oh they're just lumps of soggy biscuit. In fact, if I can just... get that bitout... with my finger... for you Mmm, delicious! Now, tell me what

happened.

Denise: Well, it's terrible...

Narrator: Oh dear! Just as Anna was doing really well, it looks like her interview hascome to a sudden end. Whats happened? Join us next time to find out. Butbefore we go, here's a reminder of how Anna structured her response:

Firstly, this job is an ideal match for my skills and experienceSecondly, I know Tip Top Trading is one of the fastest-growing companies in Londonand above all the reason I want this job is..

Anna couldnt remember the word motivated so she just found anotherway of saying what she meant.

I really, really want the job and I am willing to work very hard if I get it.

Nice work, Anna! Let's hope you get the chance to finish your interviewnext week!

Listening comprehension questionWhat word is Anna struggling to remember that means being very enthusiasticand wanting very much to succeed?motivated


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English at WorkEpisode 3: The crisisMaking suggestions



Narrator: Here we are again at Tip Top Trading, where Anna's interview for a salesjob has been suddenly interrupted. Office assistant Denise has entered theroom, looking very worried. What's wrong? And will Anna have anysuggestions that might help?

Denise: I don't know what to do!

Paul: So what's the matter Denise?

Denise: You know the PowerPoint presentation?

Paul: The one we've been preparing for the last two months?

Denise: Yes.

Paul: The one that's very, very important and that we need thisafternoon?

Denise: That one.

Paul: Aha.

Denise: We've lost everything!

Paul: No!

Denise: I had it on a USB stick, to transfer it, but the stick has vanished!

Narrator: Right Anna, now is your chance to help them find solutions to the problem.You'll need phrases like:Can I make a suggestion?Why don't you...?Have you tried...?Maybe we could...?How about...?I have an idea!

Paul: But don't you have it saved on your computer?

Denise: No, it was taking up a lot of space, so I deleted it.

Paul: So you have lost the only copy we have.

Denise: Yes.


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Narrator: What idiots! I've never seen such a disorganised office. Go on, you'd betterhelp them, Anna.

Anna: Can I make a suggestion?

Paul: Yes, please do!

Anna: Why don't you try looking in your recycle bin? It might still be there.

Denise: I did. It isn't.

Anna: Have you tried asking your colleagues if they've seen the memory stick?

Denise: I did. They haven't.

Anna: How about looking through your rubbish bin to see if you threw it away bymistake?

Denise: (getting shirty) I don't do silly things like that!

Paul: All very sensible suggestions Anna, thank you.

Anna: Maybe I could do a big office search for you...? I'm good at finding things.

Denise: There are confidential documents in this office non-staff are not allowedto see them.

Paul: Now, now Denise. Why don't you drink up that nice tea?

Anna: I have an idea! Did you ever email the presentation to anyone?

Paul: Golly gosh, you did Denise! You emailed it to me to proof-read. It'll be inmy inbox somewhere. Good thinking Anna!

Denise: I was just about to suggest that myself actually.

Paul: Problem solved. Thank you Anna!

Anna: Pleasure.

Narrator: Well done Anna!

Paul: Right, now please leave us Denise. Anna and I will continue our interview.Would you like a biscuit Anna?

Anna: Thank you. Oh, what's that?

Paul: Oh golly gosh, the USB stick! It was mixed in with the plate of biscuits thatDenise brought in.

Anna: It's wet!


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Page 3 of 3


Paul: Yes, I think maybe I stirred my tea with it at one point. Oh well. Now,where were we...?

My goodness, it's 11 o'clock! I have a meeting right now! I'm afraid I'mgoing to have to go. But I've made up my mind about you anyway. Isuppose you'd like to know if you've got the job?

Anna: Yes please!

Narrator: Ah - Stop right there! I'm sure everybody would like to know if Anna's gotthe job but everybody's going to have to wait until we've heard herhelpful phrases once again:

Can I make a suggestion?Why don't you try looking in your recycle bin?Have you tried asking your colleagues if they've seen the memory stick?How about...?Maybe I could do a big office search for you...?

How about looking through your rubbish bin...?I have an idea!

Paul: Anna, we need someone who can think on her feet and who is a first-ratepeople person. Someone who sees solutions, not problems... someone likeyou! So if you want the job, it's yours!

Narrator: Ah, now think carefully Anna do you really want to work for thesepeople? They seem a bit... disorganised.

Anna: I would definitely like the job! Thank you!

Narrator: So be it. Join us again next week for Anna's first day as a sales executiveat Tip Top Trading.

Listening comprehension questionWhy was the memory stick wet?

Because it had been in Pauls tea.


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English at WorkEpisode 4: Doing lunchIntroducing yourself



Narrator: Last week, Anna got the job of sales executive at Tip Top Trading, thanksto her quick-thinking in an office crisis. Today it's her first day in the office.How are you feeling now, Anna?

Anna: Excited, but a bit worried. I really want to make a good first impression.

Narrator: Well, you're going to need some phrases to introduce yourself politely,such as:

Hello, I don't think we've met.You must be and say the person's name.I've just joined the team.Nice to meet you.Have you worked here long?

Why don't you start by saying hello to Tom Darcy, the Senior AccountManager?

Tom: (On the phone) Yah, yah, no, yah, yah, OK, yah. I'll seal the deal, yah, noworries. OK, see ya mate, bye! (Hangs up)

Anna: Hello, I don't think we've met.

Tom: No.

Anna: You must be Tom.I'm Anna. I've just joined the team.

Tom: Uh huh.

Anna: Nice to meet you. Have you worked here long?

Tom: Sorry, I'm quite busy right now I've got a big deal just coming through.But let's get together sometime. Um... can you do lunch tomorrow?

Anna: You want me to do lunch? Well, I'm not very -

(Telephone rings)

Tom: Sorry, important client. Lunch tomorrow at 12.30 then?(On the phone) Tom speaking. Yah! Frankie! So what's the latest, are weon?

Anna: Well, OK then.


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Narrator: Great Anna! You used some nice phrases to introduce yourself. It's ashame Tom thinks he's too important to do the same.

Anna: I'm sure he's just busy. But I'm a bit worried about tomorrow!

(The next day)

Anna: (Struggling into the office carrying cooking implements) Good morningPaul!

Paul: Good morning Anna, are you OK?

Anna: Fine, the kitchen's through there, isn't it?

Paul: Er, yes.

(Kitchen noises as Anna starts preparing lunch)

Denise: Anna!

Anna: Oh hi, Denise!

Denise: What are you doing?

Anna: Cooking lunch for Tom.

Denise: You what?

Anna: Tom asked me to have lunch ready for 12.30.

Denise: Did he indeed?

Tom: Er, Anna.

Anna: Hi Tom!

Tom: What are you doing?

Anna: Spring rolls, followed by crispy duck in black bean sauce.

Tom: No, I mean, why are you cooking?

Anna: Well, if I don't start now, it won't be ready for you by 12.30.

Tom: Oh, you misunderstood me, Anna. When I said "Can you do lunch?" itdidn't mean "Can you make lunch?" It meant "Are you available to come tolunch with me?" In a cafe or something.

Anna: Oh!

Paul: Mmm... something smells good, but what's going on here?


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Denise: Anna thinks it's her job to cook for people!

Anna: No, no, I misunderstood!

Tom: Anna just got a bit confused.

Paul: Well, never mind, it looks tasty.

Anna: There's enough for everyone if you want some.

Paul: I think that's a splendid idea, we can have an office picnic!

Anna: Yes!

Paul: Mmm, that sauce looks delicious.

Anna: Yes, it's my favourite.

Narrator: Well, once again everything has worked out well for Anna! Before we go, areminder of the phrases she used:

Hello, I don't think we've met.You must be Tom.I've just joined the team.Nice to meet you.Have you worked here long?

Narrator: Just remember - if somebody says "Would you like to do lunch?" they'renot usually expecting you to cook for them! Goodbye.

Listening comprehension questionWhat is Toms job title at Tip Top Trading?

Senior Account Manager.


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nglish at WorkEpisode : The Queen of ShebaPolite requests



Narrator: Welcome back to English at Work. We're still in Anna's first week in the

busy offices of Tip Top Trading. How's it going Anna?

Anna: Everything's still so new to me. I keep needing to ask people for help!

Narrator: Well, that's only natural at the beginning. To ask people politely for helpuse the words would and could. You can also use the word please, butdon't make the mistake of thinking's enough to make what you say polite.

Anna: Er, ok.

Paul: Hello Anna!

Anna: Oh hi, Paul!

Paul: I was wondering if you could do something for me?

Anna: Yes of course.

Paul: Would you be able to print out a file for me?It's a document on CBL Convincing Bananas Limited they're one of our suppliers. The file shouldbe on the system and could I have it in the next ten minutes please, as

they're on their way here for a meeting?

Anna: Yes. Oh no, I've no idea how to find it! Tom...?!

Tom: Er, ask Denise. She should know.

Anna: Ok, thanks Tom, I'll ask her.

Denise: (on the phone to Sharon)I'd warned her, you know, I said 'Victoria, if youdon't change your hairdresser-

Anna: Denise?

Denise: One day you'llhold on a moment. Anna?

Anna: Please email me the background file on CBL.

Denise: Er!

Anna: Thank you.


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Denise: (on the phone)Who does that girl think she is?... Anna... new girl... I toldyou about her... yes with the saucepans, that's the one. She's only beenhere five minutes and she's already acting like the Queen of Sheba...

Anna: Oh and Denise, please send it to me within five minutes, Paul needs it

soon. Thank you.

Denise: Really!

Tom: He he, good to see who's the boss, eh Denise?

Denise: Really!

Narrator: Er, Anna, I think you've upset Denise...?

Anna: Upset Denise?

Narrator: You were a bit rude when you asked her to help.

Anna: Was I?

Narrator: Remember what I said Anna. Just usingpleaseto ask someone to dosomething can sound a little rude.

Anna: Oh.

Narrator: Instead of saying 'Please send me the file' you could say 'Could youpossibly send me the file?' or 'Would you mind sending me the file?'

Anna: Oh! English is so confusing! I'll try to remember that. Oh no, the printerisn't even set up! Tom?

Tom: Yeah?

Anna: Please help me withI mean, could you possibly help me with the printer?

Tom: Er... I need to finish this email to a really important new client.

Anna: But it's really urgent. Would you mind writing your email later?

Tom: Okay, since you asked so nicely. Let's have a look...

Narrator: Well, it's a good thing Anna has understood how to use 'could' and 'would'

to ask for things, before she upsets anyone else. Let's hear those phrasesagain:

Paul: I was wondering if you could do something for me?

Paul: Would you be able to print out a file for me?


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Paul: Could I have it within ten minutes please?

Anna: Could you possibly help me with the printer?

Anna: Would you mind writing your email later?

Narrator: The printer seems to be working well, but how well are Anna and Deniseworking together? Are these two going to be enemies?

Denise: Really! 'Denise do this! Denise do that!' I'm telling you Sharon, I've almosthad enough! I get treated like I'm some kind of servant!

Listening comprehension questionWhat reason does Tom give for being too busy to help Anna with her printer?

Tom says he has to send an email to a client.


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nglish at WorkEpisode 6: Double bookedOffering to help



Anna: Look forward to hearing from you soon. Kind regards, Anna.

Denise: (on the phone) ... And Margery said: 'I don't think I've ever seenavegetable quite that size before...'

Paul: Where's that hole-punch?!

Narrator: Ah, business as usual in the offices of Tip Top Trading.

Tom: Oh for goodness sake! What a disaster! I can't believe it!

Narrator: But one member of the team seems bothered.

Tom: Arrgh!

Narrator: Anna, this is the moment to show youre willing to help.

Anna: Yes!

Narrator: Use phrases like 'Is there anything I can do?' 'Let me help!' or, to be moreinformal, you can say, 'Can I give you a hand?' or 'Give me a shout if youneed anything!'

Anna: Right.

Narrator: Go on!

Anna: Are you okay Tom?

Tom: (grumpily) No.

Anna: Is there anything I can do?

Tom: (grumpily) No.

Anna: Oh. What's wrong?

Tom: Everything.

Anna: I see. Can I give you a hand?


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Tom: My computer has crashed. I've lost my phone. And there's a big, bigproblem with my timetable. Ive got two meetings scheduled at the sametime with two extremelyimportant clients. I can't do them both at once!

Anna: Let me help.

Tom: Thanks Anna, but these are big, bigclients. They need someone ofexperience.

Anna: Well, give me a shout if you need anything!

Tom: I can handle this, alright?

Narrator: 'I can handle this'... ungrateful idiot. But you used all the right phrasesAnna, well done. Anyway, I bet he'll change his mind.

Denise: Oooh, I know, and the purple ones are so much more powerful...

Tom: Anna? Could you help me?

Narrator: Ha! I told you so!

Tom: They've both arrived at once! Oh god! I'll deal with Mrs Kumquat...

Anna: Okay.

Tom: You talk to Mr Lime, he's from a company called Citrus Ventures. They ownhundreds of juice bars.

Denise: Are you sure that's a good idea Tom?

Tom: I don't have much choice, do I?

Denise: WellIcould-

Tom: Just keep him occupied Anna, tell him how great he is... no, no, tell himhow great I am. Find out what he wants. If it's about the - well, nevermind, just be nice.

Anna: Understood.

Tom: Mr Lime! Are you well?

Mr Lime: Yes, but I'm actually rather angry too.

Tom: Ah, well let me introduce you to Anna!

Anna: Mr Lime, it's a pleasure to meet you! Let me help with your coat.


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Mr Lime: Oh er... Thank you.

Anna: Can I give you a hand with your scarf too, Mr Lime?

Mr Lime: Oh... Thanks.

Anna: Now, please come this way and you can tell me what's wrong.

Narrator: Well done! Anna used some good phrases to step in and help with thismess. Let's hear them again:

Is there anything I can do?Let me help.Can I give you a hand?Give me a shout if you need anything.

Narrator: But Mr Lime is obviously upset about something. What is it? And how willAnna deal with the problem? Let's hope it doesn't end in disaster!

Listening comprehension questionWhat does the company Citrus Ventures do?It runs juice bars.


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English at WorkEpisode 7: Mr Limes grapefruitsApologising



Narrator: Ah hello! Welcome back to Tip Top Trading the UK's leading wholesaler ofimitation fruit. Today you're joining us in the middle of the action! Anna iswith an important client Mr Lime, from Citrus Ventures. He's angry andshe'll have to calm him down. She could cope brilliantly here or this couldbe a horrible mess!

Anna: Well Mr Lime, how can I help you?

Mr Lime: On Monday I was meant to receive 8,000 plastic grapefruit from Tip TopTrading.

Anna: Yes.

Mr Lime: The delivery was made on Tuesday.

Anna: Oh dear.

Mr Lime: And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples!

Narrator: Right Anna, this is serious. You're going to have to apologise and showthat you really mean it. Say: I'm really sorry to hear that.

Anna: I'm really sorry to hear that, Mr Lime.

Mr Lime: What on earth am I going to do with 800,000 plastic pineapples?

Narrator: Show Mr Lime that you understand the problem. These are phrases youcan use:That's totally unacceptable.That must have been very inconvenient for you.

And then promise to fix the problem. Say:You have my word that we will sort this out.We can do something to make up for the inconvenience.It won't happen again.

Mr Lime: 800,000 plastic pineapples!

Anna: That's totally unacceptable.

Mr Lime: I didn't even have anywhere to put them - and pineapples are so muchbigger than grapefruit!


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Anna: It must have been very inconvenient for you.

Mr Lime: It certainly was! When he took my order, your colleague Tom told me thatTip Top Trading was the most reliable firm in the industry!

Anna: You have my word that we will sort this out. We'll remove the pineapplesand have your grapefruit sent via express delivery this afternoon.

Mr Lime: Good. Thank you.

Anna: And we could include some of our latest-edition imitation oranges to makeup for the inconvenience.

Mr Lime: Oh! Well, that would be nice!

Narrator: Tip top Anna! Excellent work and excellent words.

Anna: They're made with revolutionary premium faux-orange, laser-curve-definition technology... you will be the first to have them!

Mr Lime: Wow, now that's good customer service! Tell me, do you have any otherartificial fruits in this range?

Anna: Yes. Well, it's a bit of a secret, but you're a trusted client, so I think I cantell you...

Mr Lime: Go on...

Anna: We're about to unveil a new Imperial Lemon.

Mr Lime: Really?

Anna: I can't tell you any more for now. But

Mr Lime: Yes...

Anna: Maybe we could present it to you more formally in a couple of weeks, whenit's ready for release...?

Mr Lime: Sounds perfect.

Anna: You would be the first to see it!

Mr Lime: Excellent. Thank you, er... Anna, isn't it?

Anna: Yes.

Mr Lime: A very pretty name.

Anna: Thanks. It's spelled the same forwards and backwards.


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Mr Lime: Is it really?

Anna: Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promiseyou, it won't happen again.

Mr Lime: Good, good. You're new here, aren't you Anna?

Anna: Yes.

Mr Lime: Well I look forward to working with you.

Narrator: What a success! Mr Lime has come away a very happy customer! Here arethe phrases Anna used while apologising:

I'm really sorry to hear that, Mr Lime.That's totally unacceptable.

It must have been very inconvenient for you.You have my word that we will sort this out.And we could include some of our latest-edition imitation oranges to make up for theinconvenience.I promise you, it won't happen again.

What will Anna's boss Paul have to say about her work today? Join us nextweek to find out.

Listening comprehension questionHow many plastic grapefruit was Mr Lime meant to receive from Tip Top Trading?8,000


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English at WorkEpisode 8: Room 301Giving praise



Paul: Good afternoon.

Anna & Tom: Hi, good afternoon.

Paul: Anna, Tom, room 301 please. Now.

Narrator: Welcome back to Tip Top Trading, where things are a teeny bit tensetoday. Paul has called Tom and Anna into room 301, the place wheredifficult conversations happen. Perhaps Paul has found out aboutyesterday's unhappy clients.

Anna: Oh dear.

Narrator: You should be okay Anna. After the way you coped with Mr Lime, youshould be praised.

Anna: Really? What do you think Paul will say?

Narrator: Well, if he ispleased, he'll say things like:

Well done.You handled it well.Great job.

I'm really impressed.

Anna: And if he's not?

Narrator: Well, I suppose oop. Heres Paul now!

Paul: Well, Tom, Anna... Yesterday was not a great day. Two clients came in withserious complaints. Mrs Kumquat received a delivery of imitation bananasthat were purple, not very convincing. And Mr Lime ordered grapefruits,but got pineapples. Tom.

Tom: Yes.

Paul: Were you responsible for these errors?

Tom: Well... yes, but

Paul: Look, mistakes happen. But it seems that Mrs Kumquat left our officeseven angrier than when she came in and she says she will never use TipTop Trading again.


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Tom: I tried my best.

Paul: Hmmm. I understand you told her to spray-paint the bananas and to 'stopbeing such a miserable old witch'.

Tom: Yeah, well look, she'd been very rude to me.

Paul: If you weren't such a good salesman I would fire you for that. Anna.

Anna: Yes.

Paul: Well done. Not only was Mr Lime satisfied that his problem would beresolved, but we might even get some extra business from him, thanks toyour Imperial Lemon proposal.

Anna: I hope so.

Paul: You were in a difficult situation and you handled it well. You remained

calm, friendly and professional. So, great job. I'm really impressed. I'mgoing to

(phone rings)

Paul: Who's that? Oh no. It's a call from the USA.

Tom: Oh god!

Anna: What?

Tom: Its the boss!

Anna: Whose boss?

Tom: Ours! The big, big boss, based in America.

Paul: Shhhh! (on the phone) Hellooo? Ah, good afternoon Mr Socrates, I mean,er- morning, ha ha, where you are it's yes, no, n-yes . I'm not sure.Mrs Kumquat did she? well, it was very unfortunate . purple, yes .totally unacceptable . I will. If you'd like I could . Mr Socrates? Hello?Mr Socrates? Oh, he's gone.

Right where was I? Tom, great work. Anna, I'm disappointed. No, no,Anna, great work, I want you to take charge of the Imperial Lemonpresentation. Tom, if you speak to a client like that again there will bedisciplinary action. Mrs Kumquat was so angry she even emailed MrSocrates. Ok, thats it.

Narrator: Phew! What a relief for Anna. Let's listen again to some of the phrases Paulused to praise her:

Well done.You were in a difficult situation and you handled it well.


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So, great job. I'm really impressed.

He also explained why he thought Anna had done a good job:

You remained calm, friendly and professional.

Excellent work Anna. But Tom's mistakes have given everyone a lot ofwork to do tomorrow.

Paul: First thing tomorrow we need to sort this mess out. Tom, I want you tophone every single client and check the orders. Anna, you can go to thewarehouse and find out what's going on in there!

Listening comprehension questionIn which country is the big boss of Tip Top Trading based?America / United States


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English at WorkEpisode 9: The warehouseChecking information



Narrator: Welcome back! This is what's happening today: as a result some of

embarrassing mistakes in deliveries, Tip Top Trading's big boss in America

has ordered a re-check of every order this month. So, Paul is talking to key

customers to see if they've got what they needed:

Paul: I just want to check you're happy with the grapes?

Narrator: Tom, whom we all know was responsible for the disaster, is phoning his

clients to make sure he has the correct information about what they want:

Tom: Ya, yah, I just want to make absolutely sure we get the order right for youand have the correct number of fruit...

Narrator: Denise is, well, talking on the phone to a friend.

Denise: Brown shoes don't look right on him! He's not a brown shoe sort ofperson...

Narrator: Anna has to go down to the warehouse, where the products are prepared

for delivery.

Anna: I have to speak to Mr Ingle. Apparently he's not very friendly! He might

not like me asking lots of questions!

Narrator: Well, be polite, and start your sentences with things like:

I just want to make sure that...

Could you possibly clarify...I just want to check...

Just to be absolutely clear...One thing I wasn't sure of was...

Narrator: Good luck!

Anna: Mr Ingle, I don't think we've met yet, I'm Anna.

Ingle: Hello. Oi! What are you doing with those boxes? I told you to put them instorage. Anna, eh?

Anna: Yes, sorry to bother you, I just want to check something. We've had a few

problems with orders.


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Page 2 of 3


Ingle: Well, that's not my fault. I do exactly what I'm asked to do. (To workers)

No, not there, in storage!

Anna: Oh, well, I just want to make sure that.

Ingle: Thirty years I've been doing this job, and I've never made a mistake.

Anna: Of course, but because we've had problems, we need to make absolutely

sure that all deliveries are correct.

Ingle: Humph.

Anna: Could you possibly clarify what went out in today's delivery to Mr Berry of,

er, Bluetree Enterprises?

Ingle: 500 redcurrants.

Anna: Right. That's fine.

Narrator: Well done Anna, this is going very well. Remember that other phrase "Ijust want to check"

Anna: OK. Now, I just want to check what was sent to Cocoline Limited it

should have been fifteen mangos

Ingle: That's right.

Anna: Great, and just to be absolutely clear, you sent the soft mangos, not theplastic ones?

Ingle: Yes, just like I was told to.

Anna: Good. One thing I wasn't sure of was whether we had enough yellowbananas in stock I know there are some purple ones, but-

Ingle: We do need more yellow bananas.

Anna: Okay, I'll just write that down. Thank you Mr Ingle. By the way, I like your

overalls!

Ingle: Oh thanks.

Narrator: Well he was a bit unfriendly, but Anna got what she needed. Here are thephrases she used:

I just want to make sure that...

Could you possibly clarify...

I just want to check...Just to be absolutely clear...

One thing I wasn't sure of was...


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Page 3 of 3


Well, everything in the warehouse seems to be okay. Back in the office,

Tom is having less luck.

Tom: (on the phone) Really? Here it says 5,000 not five... oh...

Narrator: It's going to be a long day for him! Until next time. Bye!

Listening ChallengeWhat kind of fruit was sent out to Mr Berry of Bluetree Enterprise?

Answer: redcurrants.


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nglish at WorkEpisode 1 : The brainstormLanguage for disagreeing



Narrator: Welcome! The team at Tip Top Trading are hard at work, making plans forthe launch and presentation of their latest product: the revolutionary,almost real Imperial Lemon. They are 'brainstorming', sharing ideas on howto make their lemon a success.

Tom: But it needs to be bright!

Anna: This is much more exciting.

Denise: But having three colours would work better.

Narrator: There is a lot of disagreement going on, which is putting Anna's vocabularyto the test!

Paul: Right, I'm taking the final decision: the colour scheme will be green andyellow, so that's that. Now, the first presentation will be to er, Mr, er,

Slime.

Anna: Mr Lime.

Paul: Oh, er, Mr Lime - that bit of biscuit looked like an 's' Mr Lime, thank you

Annabel.

Anna: Anna.

Paul: Mr Lime and his team at Citrus Ventures. Ideas please!

Anna: Why don't we offer Citrus Ventures a special opening offer: 20% offImperial Lemon orders made this month.

Paul: Hmm...

Anna: We could even do that for all our regular clients.

Denise: That would be a big risk.

Anna: No.

Denise: If we do that once, all our clients will start asking for 20% off everything.

Anna: No, I disagree.


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Denise: We'll be bankrupt!

Anna: No, you're wrong.

Narrator: Er- Anna, maybe you should find a better way of saying you disagreewith Denise.

Anna: I'm so frustrated! I can't think of the right words.

Narrator: It helps if you try phrases like:

Well, I'm not so sure about that...then explain why.Or start your sentence with 'but' when you want to disagree with what has

just been said.Or, to seem more polite, you can try:I see your point, but actually I think...

Anna: I'll try.

Narrator: And don't be aggressive Anna - and give your reasons too, or you'll upsetDenise again!

Anna: OK. Well, I'm not so sure about that. I think it will improve our sales oflemons and make our clients happy. Happy clients will come back to buymore.

Paul: Yes, that's a good point Annabe - Anna.

Tom: But 20% is a lot maybe 5% would be better.

Anna: But if we're going to make a special offer, we should make it so good thateveryone will say yes!

Denise: But people might think there's something wrong with our lemons and thatwe're desperate to get rid of them.

Anna: I see your point, but, if we explain this is just a special offer for specialclients, they'll understand.

Paul: I like that idea. Good: 20% off for all regular clients just for this month.Anna, you'll be making the presentation to Citrus Ventures, so make sureyou include that offer.

Tom: Uh-huh.

Anna: Yes.

Paul: Right, next, what photos do we have of the lemons...?


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Narrator: Finding the right words to disagree in meetings isn't always easy, but Annamanaged in the end. She started sentences with this short word to showthat she was about to disagree with what had just been said:

But...

And used these phrases:

I'm not so sure about that......I see your point, but actually I think...

The next big challenge for Anna will be her presentation to Citrus Ventures.Join us again soon to find out what happens!

Anna: I've got to do a good job but it's going to take me ages. Ah well, I hadbetter get started otherwise I'm going to be here all night!

Listening Challenge:What discount does Anna suggest giving to their clients who order the Imperial Lemons?Answer: 20%


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nglish at WorkEpisode : OvertimeLanguage for working long hours



Narrator: It's late at the offices of Tip Top Trading. Anna is alone, working. Again.She's been doing this all week, she wants her presentation to Mr Lime to

be perfect so she's been spending hours and hours on it. Anna?

Anna: Don't interrupt! I'm busy.

Narrator: Woah!

Anna: Sorry.

Narrator: Anna, you're really burning the candle at both ends.

Anna: What?

Narrator: Burning the candle at both ends it means working very hard workinglate and getting up early to work all the time.

Anna: Oh. I didn't know that expression.

Narrator: Well here are some more:You're doing overtime; which means you're working longer than office

hours.You're putting in the hours; which means you are spending all the timeneeded to achieve something.

Anna: Yes, I'm putting in the hours to make sure my presentation is perfect.

Narrator: And if you don't mind me saying so, you might burn out; which means youare working so hard that you might get very tired and run out of energy.

Anna: I'm not burning out. I'm full of energy. I just need to finish this bit...

Denise: My goodness, nothing's locked. Do you think we've been burgled?

Tom: Oh no! I left my lap-book and my me-pad on the desk... and my i-top they're worth thousands! They're all the latest versions!

Denise: I left out my elephant mug and my lady-curve nail file. They better nothave stolen them!

Anna: (Talking in her sleep)but it's premium, premium, faux-orange premium!


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Page 2 of 3


Tom: Anna?

Denise: It's Anna, she's asleep. Anna!

Anna: (waking up with a jump)Oh! Lemons! Denise? Tom?

Tom: Have you spent the night asleep at your desk Anna?

Anna: Is it morning? Oh dear, yes I think so.

Denise: Well, at least we haven't been burgled then.

Tom: Anna, you've really been burning the candle at both ends lately.

Denise: Yes, you've been doing hours and hours of overtime. Most people get theirwork done within office hours and anyway, we don't pay overtime here.Youll never find me working late!

Tom: Yes, I'd noticed that Denise.

Anna: But this presentation must be perfect.

Denise: If you're not careful, you'll burn out! Then you'll reallybe of no use toanyone. You'll be as useful as a chocolate teapot.

Tom: It's good that you're putting in the hours Anna, but you should calm down.Look at me, I do very successful presentations without spending hourspreparing.

Denise: Ha!

Tom: In my presentation to Every Apple I just swooshed in with no preparationafter a night on the town. I charmed them. They loved me!

Narrator: Idiot. I bet he actually spent hours preparing he just can't admit it.

Anna: Well, maybe you're right. I can't think clearly anymore, I'm so tired. I needto sleep properly otherwise I'll end up trying to sell bananas instead oflemons.

Narrator: Anna has finally got the message: she's realised she's been working toomuch. She needs to be realistic. Here's a reminder of some of the phraseswe heard to talk about how much Anna had been working:

Burning the candle at both ends.

Doing overtime.

Putting in the hours.

Burning out.


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Page 3 of 3


Let's hope she's thinking clearly by the time she has to do herpresentation. Join us next time to find out! Bye.

Listening Challenge

What phrase does Denise use to mean Anna will be no use to anyone?Answer: As useful as a chocolate teapot


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nglish at WorkEpisode 2: The big dayOpening presentations



Narrator: Hello, welcome to the offices of Citrus Ventures! It's a big day for Anna,she's about to present Tip Top Trading's new Imperial Lemon to Mr Limeand his colleagues. This must not go wrong.

Anna: revoltionary laser-curve.... revolUtionary laser-curve... revol-

Narrator: How are you feeling today Anna?

Anna: Scared! I want to do really well. If I mess up and Citrus Ventures doesn'tplace an order, I'll be so upset.

Narrator: You're well prepared, that's the main thing. Remember that the beginningof your presentation is especially important. Explain clearly how your

presentation will be organised.

Anna: OK. Oh dear, I didn't think of the very beginning. Can you give meexamples of what I should say?

Narrator: After you've introduced yourself, you could say:Today I'm going to... and explain. Then say:I'll start by...And then I'm going to move on to discussAnd finally...

Anna: OK, like this:

Today I'm going to...I'll start by...And then I'm going to move on to discussAnd finally...

Narrator: Exactly.

Anna: Right, thanks, I'll try. Everything will be fine. I feel relaxed now.

Mr Lime: Anna!

Anna: Mr Lime!

Mr Lime: How lovely to see you. You look absolutely... I've been looking forward tothis for days! Everyone is waiting in the meeting room. Come this way....

Anna: Oh gosh.


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Mr Lime: Everyone in Citrus Ventures is very excited about this new Imperial Lemon,so I allowed a few extras to come and watch, I hope you don't mind. Allyour equipment has been set up so you can begin!

Anna: Hello, I'm Anna of Top Tip Trading I mean, Tip Top Trading, sorry!I'm very unhappy to be here.

Narrator: Anna- focus!

Anna: I mean, I'm very happyto be here.

Narrator: Anna, breathe deeply, then say:Today I'm going to...

Anna: Today I'm going to... Today I'm going to present our revolutionary, newImperial Lemon. I'll start by telling you a bit about Tip Top Trading andsome of the exciting new developments at our company. And thenImgoing to move on to explain how the Imperial Lemon is designed and what

makes it so revolutionary. And finally, you will all have a chance to see itclose up for yourselves and ask questions.So, let's begin. This picture shows...

Narrator: Well, as usual, Anna seems to be turning a difficult situation into a success.She used the phrases we discussed, which made her opening clear andwell-structured. She said:

Today I'm going to...I'll start by...

And then I'm going to move on to discussAnd finally...

But that's just the beginning, now she's got to get through the rest of thepitch how will that go?

Anna: this picture shows.oh no, why isnt it workingI should just click onthis.oh, whats wrong with this stupid computer!

Narrator: Uh oh! It was all going so well but now Annas got computer problems.What is she going to do? We'll find out next time. Bye!

Listening ChallengeWhere is Annas presentation taking place?The answer is at the end of the pdf transcript.

(Answer: In the meeting room at Citrus Ventures)


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nglish at WorkEpisode 3: The Imperial LemonMaking a pitch



Narrator: Hello, welcome back to the offices of Citrus Ventures!

(broken computer + murmur of people at meeting, as proceedings havebeen interrupted)

Anna's presentation to Mr Lime and his colleagues continues... Well,almost! Her computer has jammed and the presentation, along with hernotes, are frozen.

Anna: Oh no, this is terrible!

Narrator: Anna, you're going to have to manage without the slideshow or notes. Justtalk!

Anna: Just talk! Just talk! You just talk! What on earth am I going to say? Mymind is blank.

Narrator: Try to remember the keypoints you wanted to share, and give them oneby one. If you can, give somefacts that support each point. For example:Tip Top Trading is growing fast our number of clients doubled last year.

Use phrases like this:

The company has a strong track record of...Let me share with you...The Imperial Lemon's key strengths are...

Anna: OK. Ahem!

(murmurs die down)

Sorry about that, I'll just have to continue talking without the slideshow.So, ahem.... Tip Top Trading is growing fast our number of clientsdoubled last year. This is because our company-

Narrator: Yes, but try not to bark out information like a robot. Look people in theeye, slow down and try to be more conversational.oh, and smile!

Anna: (more conversationally) Tip Top Trading is growing fast our number ofclients doubled last year. This is because our company has a strong trackrecord of reliability and because, thanks to new technology, our fruits aremore and more convincing. Our bananas have won awards for being themost authentic-looking fruits in Europe.


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We are very happy that Citrus Ventures is already among our clients andwe hope to build on that by offering you more exciting new fruits.

Let me share with you our latest product: (sound of unzipping of a bag)the Imperial Lemon.

(impressed murmur from the audience)

The Imperial Lemon's key strengths are its design and flexibility. It ismade with revolutionary faux-orange-premium, laser-curve-definitiontechnology... (fade out)

Narrator: What an excellent performance from Anna. She focussed on some keypoints, supported them with facts and structured her answer clearly. Shealso managed to relax and sound more natural. She used these phrases:

The company has a strong track record of...

Let me share with you...The Imperial Lemon's key strengths are...

Let's fast-forward to after the meeting to see if she gets an order.

Anna: so thank you for your time, I hope you're impressed with our ImperialLemon.

Mr Lime: Fantastic Anna, fantastic!

Anna: Thank you.

Mr Lime: Those... lemons wow. I'd like to put in an order for three hundredthousand right away.

Anna: Of course.

Mr Lime: Now, what's your direct phone number?

Narrator: Good work. Although, I must say, Mr Lime seems just as excited aboutAnna as he is about the lemons. Hmm....watch out Anna! Until next time!

Listening ChallengeQuestion: What does Anna say are the key strengths of the Imperial Lemon?Answer: Its design and flexibility.


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Page 1 of 3


nglish at WorkEpisode 14: Telephone tell taleGiving feedback

Narrator: Hello. We're back at Tip Top Trading. Anna is very busy dealing with MrLime's big order for Imperial Lemons.

(phone rings)

Anna: Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know,you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back

later. Bye. (hangs up) Tom, Mr Hu called you.

Tom: Mr Hu-

Anna: Mr Hu: H-U

Tom: Anna, Mr Hu is a very important-

(phone rings)

Oh! What now?! (answers) Yes?

Tom:(to himself) I'm going to have to talk to the boss about this.

Anna: No. I'm busy, give me your number, I'll call you later. Yep, yep, 6... 8...thanks. Bye! (hangs up) Right, now where was I?

Paul: Anna, could I have a word?

Anna: Yes. (to herself) Ohhh, he must want to tell me how pleased he is with theCitrus Ventures deal.

(door closing)

Paul: Now, Anna... biscuit?

Anna: Thank you.

Paul: I'm a little bit concerned about something.

Anna: (to herself/whispering) "I'm a little bit concerned..." Doesn't that meansomething bad?


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Page 2 of 3


Narrator: Yes, Anna, Paul is using a polite turn of phrase to say he is unhappy aboutsomething. Let's see what he's got to say....

Paul: I think you need to work on your telephone manner.

Anna: Work on my telephone manner?

Narrator: It means the way you talk on the phone is not good enough and you haveto improve it to work on it to make it better.

Paul: Perhaps you should think about

Narrator: Perhaps you should think about that's a polite way of telling you to dosomething!

Paul: Anna, are you listening to me?

Anna: Yes, sorry, I was just sort of, err, talking to myself. Could you repeat what

you said please?

Paul: Right, I'll start again. I said: I'm a little bit concerned about your telephonemanner. You need to work on the way you speak to clients. Perhaps youshould think about being a bit more polite to clients; it's important for theimage of the company.

Anna: Oh (close to tears) okay.

Paul: You can go now take another biscuit with you that's my last chocolatewafer, you lucky thing!

(door opens and closes)

Denise: Anna? Is everything all right?

Anna: (crying) Yes.

Denise: What's the matter?

Anna: (between sobs) Paul says I need to w-w-w-work on my telephone manner.

Denise: Well I was a bit concerned about it myself. And I think Tom actuallymentioned it to Paul.

(Anna breaks down in renewed sobs).

But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'llgive you some lessons.

Anna: Oh thank you.

Denise: Come in early tomorrow morning, before the others get here and we'llpractise.


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Page 3 of 3


Anna: Thank you Denise, that's very kind.

Narrator: Wow! Denise is actually being nice to Anna. Amazing! Although from whatI've heard of Denise on the phone, she's only ever gossiping with friends.Paul was very gentle and polite in the way he explained to Anna there was

a problem and that she needed to improve some things. He used thesephrases:

I'm a little bit concerned about...You need to work on...Perhaps you should think about...

Let's see if Denise manages to teach Anna anything useful next time. Untilthen!

Listening ChallengeQuestion: What does Paul say Anna should be more of when she is on the phone

to clients?Answer: More polite.


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Page 1 of 3


nglish at WorkEpisode 5: Seb LimeMore about telephone manner

Anna: (answering the phone)Yes?

Denise: Stop! That's all wrong. I'm going to call you again. This time

Narrator: Hello. Here we are in the middle of a telephone training session with Denise

and Anna. What fun!

Denise: this time, you don't say 'yes' when you answer, it's rude. Call me and I'llshow you how it's done.

(sound of 4-digit dialling, then phone rings)

Hello? Tip Top Trading.

Anna: Wow, thats good.

Denise: And, you can say your name. Hello? Tip Top Trading. Denise speaking. Tryit.

(dialling, then ring)

Anna: Hello? Tip Top Trading. Denise speaking.

Denise: No!

Anna: What?

Denise: Say: "Anna speaking!"

Anna: Oh, sorry, I'm so stressed by all this. Hello Anna speaking.

Denise: You sound like you're sitting on a pineapple. Listen to my voice: Hello?Denise speaking.

Anna: Hello? Anna speaking.

Denise: Good. Now, when the person has introduced themself this is Mrs Smith orwhatever, say: Hello Mrs Smith, how can I help you? Or, if you know themalready, you might say: Hello Mrs Smith, how are you?


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Page 2 of 3


Anna: Okay, what if Mrs Smith wants to speak to Tom but he's not there?

Denise: You say: "I'm really sorry, he's not available at the moment. Can I take amessage?" Or: "I'm afraid he's busy, shall I ask him to call you back?"

Anna: Okay.

Denise: And, to end a conversation, you can say: "Thank you for calling, goodbye."

Let's do another practice!

(phone rings)

Anna: Hello? Tip Top Trading.

Denise: Hello, this is Mrs Smith.

Anna: Hello Mrs Smith, how can I help you?

Denise: I'd like to speak to Tom please.

Anna: I'm really sorry, he's not available at the moment. Can I take a message?

Denise: That's okay, I'll try again later.

Anna: Okay. Thank you for calling, goodbye.

Denise: Excellent!

(phone rings)

Oh!

Anna: How did you call me without dialling?

Denise: I didn't, that's a real call!

Anna: Oh no, I'm all nervous now. Hello? Tip Top Trading. This is Anna speaking.

Mr Lime: Hello Anna, this is Seb Lime.

Anna: Sublime?

Mr Lime: Mr Lime from Citrus Ventures. But I think we should be on first name termsnow, so call me Seb.

Anna: Okay, er, Seb. How can I help you?

Mr Lime: I just wanted to say again that your Imperial Lemon is fantastic... and Iwas wondering if you'd like to do lunch with me sometime?


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Page 3 of 3


Anna: Lunch? Er...

Narrator: I knew it! Mr Lime is interested in more than just your lemons!

Anna: Would you like to discuss the Imperial Lemon?

Mr Lime: Forget the lemons Anna! The reason I want to see you is more of apersonal nature.

Anna: Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at themoment...

Mr Lime: bbbut

Denise: Well Anna! Mr Lime eh?

Anna: Oh dear Denise, I think I need a bit more help from you. He wants to talk

about personnelpeople, staffing

Denise: Are you sure? I think he means a personal nature, not personnel! That MrLime!

Anna: Oh!

Narrator: Mr Lime indeed. Anyway, Anna had an excellent phone manner. Let's hearthose phrases again:

Hello? Tip Top Trading. This is Anna speaking.Hello? Anna speaking.

Hello Mrs Smith, how can I help you?Hello Mrs Smith, how are you?

I'm really sorry, he's not available at the moment. Can I take a message?I'm afraid he's busy shall I ask him to call you back?Thank you for calling, goodbye.

But how is Anna going to handle Mr Lime's request? I can't wait till nexttime! Bye!

Listening ChallengeWhat does Seb Lime want Anna to do?(Answer: To go for lunch with him)


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nglish at WorkEpisode 16: Slimy LimeyPolitely refusing

Narrator: Hello! You're joining us again after Anna's call from Mr Lime he asked herto lunch, remember. Now Anna and Denise are flapping.

Denise: ...and before you know it, he'll be asking you to marry him! Trust me Anna,this has happened to me dozens of times!

Anna: But I thought he was only interested in the lemons! Please promise me you

wont mention this to anyone.

Denise: OK, I promise.

Anna: Oh, shhhh!

Tom: Good morning. What's going on?

Denise: Mr Lime has asked Anna to lunch!

Anna: Please

Tom: And?

Denise: And it's not to talk business! I saw him looking at her with big eyes, fromthe moment he first saw her!

Anna: Denise!

Tom: Old Slimy Limey eh? Lucky Anna!

Anna: He's not slimy, it's just

Tom: Don't tell me you said yes?!

Anna: Well I didn't know what to say.

Tom: You didn't?

Anna: No, no, I said I was busy and would call back. I wanted to just say no, butwith everyone complaining that I'm not polite on the phone... I just... Ididn't know how to say it politely.

Tom: Ha ha, I'll tell you what to say.


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Anna: Hang on, let me write it down... why do all the pens keep disappearing?

Denise: Here's one.

Anna: Thanks. Okay, I'm listening Tom.

Tom: Say: go...

Anna: (writing)go...

Tom: ...away... Slimy Limey.

Anna: Go away Slimy Limey. Are you sure?

Tom: Of course!

Denise: Don't listen to him Anna. This is what you say:

Thank you for your offer. But I'm really sorry, I won't be able to.

Then explain why, say I'm afraid blah blah blah

Anna: Blah blah blah?

Denise: Say it's against company policy to have non-business lunches with clients.

Anna: Meaning?

Denise: You're not allowed to if it's not for business. Then say:

It wouldn't be appropriate. So, with regret, I'm going to have to say no.

Anna: Okay, I think I've got that all down. Thanks. He'll be waiting for my call.

(dials phone)

Mr Lime: Hello, Seb Lime speaking.

Anna: Hello Mr Lime.

Mr Lime: Anna! Please, call me Seb. So, when can I invite you to lunch?

Denise: (whispering loudly)Thank you for your offer...

Anna: Well, thank you for your offer. But I'm really sorry, I won't be able to.

Mr Lime: Oh?

Denise: (whispering loudly)I'm afraid...

Anna: I'm afraid it's against company policy to have non-business lunches withpeople.


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Mr Lime: Really? Oh how tedious!

Denise: (whispering loudly)It wouldn't be-

Anna: Shhh!

Mr Lime: Pardon?

Anna: No, not shhh you Mr Slimy I meant shhhh Denise!

Mr Lime: Mr Slimy?

Anna: Oh no! I mean Mr Limey Lime er Seb! You see, it wouldn't beappropriate. So, with regret, I'm going to have to say no.

Mr Lime: I think I've understood. Goodbye Anna.

Anna: Goodbye.

Narrator: Oh dear, he didn't take that too well. But, apart from a little mistake, Annadid well there. Here are the phrases she used to politely refuse the offer oflunch:

Thank you for your offer. But I'm really sorry, I won't be able to.I'm afraid it is against company policyIt wouldn't be appropriate.With regret, I'm going to have to say no.

Good job Anna, bad luck Mr Slimy!

Listening ChallengeWhat excuse does Anna give Seb Lime for not going to lunch with him?(Answer: She says it is against company policy)


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nglish at WorkEpisode 17: Lemon sized luxury boxesHow to place an order

Narrator: Welcome to the offices of Tip Top Trading...

(ongoing sound of annoying mobile phone ringtone)

Tom: Anna, are you going to answer that?

Anna: Er, well, no. It's stopped now anyway.

Narrator: ...where Anna is behaving strangely.

(ringing starts again)

Denise: I gave you a long lesson on how to answer the phone and you're still tooscared!

Anna: It's not that.

(desk phone starts ringing)

Tom: For goodness sake!

Denise: Then what?

Anna: I recognise the number - it's Mr Lime!

Tom: Ha! Old Slimy Limy, he must be absolutely desperate to get you to havelunch with him even after your cruel rejection. Here, I'll answer for you.

Anna: No!

Denise: I'll answer. Hello, Tip Top Trading, Anna's phone... no, this is Denise

speaking, Anna's busy at the moment. Can I take a message?... Yes...right.... I'll pass that on to her thenthank you for calling. Goodbye.

Anna: Well.

Denise: Nothing about lunch. He wants each Imperial Lemon you deliver to come ina luxury green box like the one you had at the presentation.

Anna: My goodness, we don't have many in stock, I'll have to order some.Erm...(dials a number)Hello, this is Anna speaking from Tip Top Trading, Iwant some imperial lemon-sized luxury boxes.


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British Broadcasting Corporation 2012

Narrator: Woah, woah, woah.

Anna: What?

Narrator: Let's make this order a bit more politely okay?

Anna: Why are the English so obsessed with being polite!?

Narrator: Calm down Anna and listen to me. To put in an order for something, youneed phrases like:

I'd like to place an order for...We're going to need...Could you send...

Could we also have...When can we expect to receive them?

Anna: Right... Hello, sorry about that... I'd like to place an order for someimperial lemon-sized luxury boxes, please... we're going to need quite afew... could you send 300 please... yes... the green ones... could we alsohave the name of our company on the sides... when can we expect toreceive them...okay, thank you, goodbye.

There! How was that?

Narrator: Good, well done!

Denise: You'd better phone back Mr Lime to confirm he can have his boxes!

Anna: Oh no!

Denise: He's your client!

Tom: Yes Anna, he's yourclient!

Anna: I'm scared he'll try and ask about lunch again.

Denise: Then send him an email.

Anna: Good idea!

Denise: Copy in me, Tom and Paul, so its clear you mean business only.

Anna: Yes. Thanks Denise! An email is much safer.

Narrator: Is it, Anna, is it? Hmmm...

Anyway, here are the phrases Anna used to place her order:

I'd like to place an order for...We're going to need...

Could you send...


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Could we also have...When can we expect to receive them?

Let's see if Anna's email is really such a good idea. I have a bad feelingabout it. Until next time!

Listening ChallengeWhat colour are the Imperial lemon-sized luxury boxes?

(Answer: Green)


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nglish at WorkEpisode 8: The emailWriting an email

Narrator: Hello, Anna's just arrived at her desk to start the day at Tip Top Trading.Paul is walking towards her, eating a biscuit, he looks a bit bothered.

Paul: Anna?

Anna: Yes, Paul.

Paul: Come and have a biscuit in my office.

Now Anna, about Mr Lime.

Anna: I didn't say yes!

Paul: Pardon? Yes to what?

Anna: Oh, nothing.

Paul: You sent him an email yesterday and copied me in.

Anna: Yes.

Paul: Your email reads: boxes ok. pls c-d-u cfirm wnt 300 ta.

Anna: Yes: please could you confirm you want 300.

Paul: Right. Now that's not really the best way of writing an email to a client, isit?

Anna: Oh.

Paul: Please could you re-send your message to Mr Lime, using actual words

that make sense.

Anna: Okay.

Paul: Thank you. Have a chocolate crunchy!

Anna: Thanks.


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Tom: Morning Anna.

Anna: Hello.

Tom:Let me guess, Paul just spoke to you about your email?

Anna: How do you know?

Tom: You copied me in remember, I just read it or tried to.

Anna: But what's the problem? Other people write like that!

Tom: No, maybe some people write text messages like that in an SMS messageon their phones, but that is completely the wrong style for an email to aclient.

Narrator: Okay Anna, let's stop listening to Tom, he's a waste of space. These arethe kinds of phrases you need in a business-related email:

Dear Mr Lime...I hope you are well.I am writing regarding...Please could you confirm...Yours sincerely, orBest wishes.

Anna: Thank you! I'll rewrite my message. There! I'd better get it checked beforeI send. Denise?

Denise: (On the phone) yes... the other problem with Stephanie is that her legs arejust too long...

Anna: Oh, she's on the phone.

Denise: ... yes, like trees...

Anna: I'll have to ask Tom. Tom?

Tom: Mm?

Anna: Could you read this through before I send it?

Tom: Hang on, let me just finish this sentence. Its really important. Im ready,lets have a look. Okay. (reading) Dear Mr Lime, I hope you are well. I amwriting regarding your request for luxury boxes for the Imperial LemonDelivery. We will indeed be able to supply them. Please could you confirmthat you want 300. Best wishes, Anna.

Anna: Well?


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Tom: Its good, it's much better. Send it. Hopefully Mr Lime will think your lastmessage was just someone sitting on your keyboard by mistake.

Anna: Thanks.

Tom: You're not...

Anna: What?

Tom: Nothing. It's none of my business.

Anna: What?

Tom: You're not ever going to go to lunch with Mr Lime are you? I mean, in anon-business way...

Anna: No of course not!

Tom: I mean I dont careit's just... important to... stay professional.

Anna: Yes.

Narrator: Hmmm.... well, I had a feeling Anna's email was going to cause problems.But at least she won't make a mistake like that again. Heres a reminder ofthe phrases she used in her new, improved email.

Dear Mr Lime...

I hope you are well.

I am writing regarding...Please could you confirm...Best wishes.

Until next time, bye!

Listening ChallengeWhat is Anna trying to confirm in her email?

(Answer: That her company can provide 300 luxury boxes to Mr Lime)


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nglish at WorkEpisode 9: The open windowLanguage for explaining a misunderstanding

Narrator: Hello, it's a chilly start to the day at Tip Top Trading.

Anna: Hi Denise!

Denise: Good morning Anna.

Anna: Brrr... it's so cold in here.

Denise: The window was left open overnight.

Anna: My papers have been blown everywhere.

Denise: Mine too! Tom was the last one here last night it must've been him wholeft the window open.

Anna: Brrr....Right then, to work! Oh, there's a note from Paul, it must've fallenoff my desk: 'I would like your ideas on our stock management system forour new laser-curve fruit range, so we know we can keep up with demand.Please write me a couple of pages of suggestions and leave it on my desk.

I'll be back this afternoon.' Wow! I have to come up with ideas for a stockmanagement system! Gosh, where do I begin?!

Tom: Good morning.

Anna: Morning!

Tom: Hey, my certificate for Plastic Pear Salesman of the Year is on the floor!

Anna: Right... stock management systems... stock-up on your laser-curvedlemons My first idea is to calculate the total.

Later

Narrator: Well, Anna has finished her report and left it on Paul's desk, but thingsaren't that simple. Er, Anna, there's going to be a problem.

Anna: Oh? A problem, bbbbut

Narrator: Let me teach you some phrases you might need to explain that there's

been a mistake:

I think there's been a misunderstanding.


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Or:There's been a bit of a mix-up.

Anna: But what misunderstanding? What mix-up?

Narrator: You could also use:

Let me explain what happened...

Anna: But-

Paul: Ah, good afternoon everyone.

All: Hello.

Paul: Tom, this is an excellent piece of work!

Tom: Sorry?

Paul: These are by far the best ideas you've ever had.

Tom: I don't understand.

Paul: Our stock management system!

Tom: Can I see? Oh, that's not mine.

Paul: Eh?

Anna: I think there's been a misunderstanding. I did it.

Paul+Tom: You?

Anna: I got your note Paul, here.

Paul: No, no, that note was for Tom.

Anna: Oh, then there's been a bit of a mix up.

Tom: Did you take that note from my desk?

Anna: No, no!

Tom: I suppose you threw my pear salesman certificate on the floor atthe same

time too!

Anna: I didnt!Let me explain. The wind must have blown the note for Tom undermy desk.

Denise: Tom left the window open overnight. Our papers were blown all over theplace.


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Paul: I see, well, golly gosh. In that case, well done, Anna! Excellent work, eventhough you weren't meant to do it. And Tom, your ideas are still welcomeof course. Thanks.

Anna: Sorry Tom.

Tom: What? Oh, I'm not bothered. I've still got some great ideas in my headanyway.

Narrator: Yeah, right! Let's leave Tom to get on with his 'great ideas' and listen againthose phrases Anna used to explain the misunderstanding:

I think there's been a misunderstanding.There's been a bit of a mix-up.Let me explain what happened.

Well, the mix-up gave Anna a chance to shine Paul certainly seemedimpressed with her work. Maybe it will bring her new opportunities. Until

next time, bye!

Listening ChallengeTom found one of his certificates on the floor. What was it for?

Answer: Plastic Pear Salesman of the Year


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nglish at WorkEp isode 2 : The Team MeetingSetting an agenda for a m eeting



English at Work Episode 20 Team meeting

Narrator: Hello, welcome back to Tip Top Trading. An office meeting has been

scheduled, but Paul is running late. He's asked Anna to take charge and

start themeeting without him.

Denise: Here you go Anna, it's a print-out of the agenda for the meeting.

Anna: Thank you. Oh dear, I'm not sure if I know the right words to start meetings.

Narrator: Well, you can say something like:

Thank you for coming. There are five items on the agenda today.

Anna: Items?

Narrator: It's a fancy way of saying 'things'. Then you list them:

Firstly, secondly, after that, and then, finally...

Anna: Yes, that's easy.

Narrator: At the end there is often something called 'any other business'.

Anna: Any other business?

Narrator: That's anything else that wasn't listed on the agenda, but that people want

to talk about. I expect Tom will want to talk about how great he is and

Denise will want to talk about her newhairdresser or something. Then

when it's time for the meeting to end, you can say:

Let's wrap up. It means let's finish.

Anna: To wrap up. Okay, I'll do my best. Oop, it's time, everyone is gathering.

(The meeting starts)

Thank you.. thank you for coming. Paul will be here soon, but he asked me

tostart the meeting. There are (counting to herself)one, two, three,

items on the agenda today.

Firstly, the stock management systems. Secondly, plans for a team-

building activity (collective groan). After that, the colour of our new apples

and finally any other business, before we can wrap up.


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Page 2 of 2


Paul: (arriving)Oh golly gosh, there you are, here I am, good. Hello everyone.

Sorry I'm late.

Anna: I'd just opened the meeting.

Paul: Great. Remind me what the first item on the agenda is?

Anna: Stock.

Paul: Stock? Stock, stock, stock, stock. Ah yes, stock management systems,

yes, right. Well that's mainly to announce that we need to start developing

a good stock management system so we can meet the huge demand Im

expect ing for these laser-curved fruits. Anna, I'd like you to lead on that.

(quiet murmur of surprise)

Anna: Me? You want me to be in charge of the stock management systems?

Paul: Anna's had some excellent ideas already and I think she'll do a great job.

For these new fruits, stock control will be key to supplying our customers

with laser-curve oranges, laser-curve lemons, laser-curve

Narrator: Well, that was good news for Anna, but not surprising, after all her hard

work. She opened the meeting well, too. Here's a reminder of the phrases

she used:

Anna: Thank you for coming.

There are four items on the agenda today.

Firstly...Secondly...

After that...

Then...

And finally...

Any other business.

And then we can wrap up.

Narrator: Theres only one problem for Anna now, winning over Mr Ingle the

warehouse manager that wont be easy. Well, time for me to wrap up

now. See you soon! Bye!

Listening ChallengeWhat was the second item on the agenda for today's meeting?

(Answer: Plans for a team-building activity)


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nglish at WorkEpisode 21: Dont panicanguage for asking for help



Narrator: Hello, welcome back to Tip Top Trading where everyone is gossiping aboutPauls announcement that Anna is to lead the companys new stock

management system for the new laser-curved fruit.

(Denise on phone)

Denise: Yes Annathe new girlshes done really well although I dont know whatexperience shes got.anyway, about the hairdresser you mentioned, oh Iloved his aftershave

Tom: I cant understand it. Ive got all the experience and all the ideasshesjust such a

Anna: Tom. Sorry to interrupt, I just wanted to check youre ok with me leading

this strategy for stock management.

Tom: Oh of course not. You deserve it.

Narrator: That was a nice touch Anna.

Anna: But Tom, now you must help me.

Tom: Eh?!

Narrator: Anna! Thats not the best way to ask for help. Remember what Ive alwaystold you about politeness?

Anna: Be polite yes you keep telling me that.

Narrator: And if you want someone to help you, ask them, dont tell them even if itis Tom!

Anna: Oh right. Im in a bitof a panic. Ive never done this before. I dont knowwhere to begin.

Narrator: Well start by asking your colleagues for help like this:I would be most grateful if you could give me some helpPlease could I ask you for some advice?

I know youre busy but could you spare me a few minutes of your timeplease?Go on, give it a try!


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Page 2 of 3


Anna: Right, thanks. I'll try. Erm, excuse me Tom. Sorry about earlier. Im a littlenervous about leading this strategy thing and I would be most grateful ifyou could give me some help.please?

Tom: Of course Anna. Why didnt you say, Id be delighted. Ive lost count of thenumber of projects Ive lead over the years.

Anna: Great, thanks. Sowhere do you think I should begin?

Tom: Give me a few minutes and Ill findsome of the excellent work I did lastyear. Youll just need to copy it really. Hold on

Paul: Ah Annajust popping out for some biscuits.err, hows the stockmanagement strategy coming along?

Anna: Oh very good Paul.actually, please could I ask you for some advice?

Paul: Yes of course.although I dont know if Ill be much use!

Tom: now where did I save those damn documents?

Anna: Im very grateful for this opportunity but Im a little unsure of where tostart. Tom is looking for some his old work but

Paul: Really?! To be honest, this isnt Toms speciality. At a time like this I wouldask Denise.

Anna: Denise!?

Paul: Yesshe may only be the office assistant but she always has words of

wisdom. Rightcustard creams of chocolate digestives?

Anna: What?

Paul: Biscuits?

Anna: Ohcustard creams please. Err, Denise, I know youre busy but could youspare a few minutes of your time please?

Denise: Of course Anna, always happy to help you.

Anna: Well you know the stock management control system?

Denise: The one youve now got to work outwell done for getting that!

Anna: Thanks. I really dont know where to begin. It was OK writing it down forPaul but how do I put it in to practice? Theres just too much to do!

Denise: Calm down Anna. Youll be fine. The first thing you need to do is to look atour current system.

Anna: Look at our current system. How do I do that?


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Page 3 of 3


Denise: Easy! Just take the lift down to the warehouse and speak to Mr Ingle andthen write down what you find and draw up an action plan of tasks you

need to do like a shopping list Im very good at those.

Anna: Go and see Mr Ingle? Oh do I have to.

Denise: Hes ok really Anna. If you approach him in the right way he wont biteyour head off!

Anna: What? Bite my head off! Ohwell, if he wont bite methen I suppose I

should go and see him. Thanks for your advice Denise, I could kiss you.Right, Im going to go and see him right now.

Narrator: Make an action plan! A good idea. Well done Denise, youre smarter than

you look! And well done Anna, you eventually got the help you needed byusing these phrases:

I would be most grateful if you could give me some helpPlease could I ask you for some advice?I know youre busy but could you spare me a few minutes of yourtime

please?

Remember, if youre stuck for ideas just ask for helpbut maybe not Tom,I wonder how hes getting on?

Tom: (shouting across room)Here Anna, Ive got them. Look, all my ideas from

my last stock control projectpages and pages of them. Just copy these,theyre brilliant. Anna? Anna!

Paul: too late, Ive just seen her in the lift. Fancy a custard cream Tom?

Narrator: So Anna is off to speak to the prickly Mr Ingle. Lets hope she uses thosephrases to ask for help, otherwise she might get her head bitten off andit could get very messy! See you next time.

Listening challenge:

What does Denise advise Anna to do first when planning the stock managementstrategy?

(Answer: To look at the current system)


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nglish at WorkEpisode : The smoker

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