VORWORT - WKO.at · 2017. 3. 15. · ENGLISH AT WORK II VORWORT Es gibt heute kaum mehr einen Tätigkeitsbereich in der Arbeitswelt, in dem keine Fremdspra- chenkenntnisse gebraucht

ENGLISH AT WORK II

VORWORT

Es gibt heute kaum mehr einen Tätigkeitsbereich in der Arbeitswelt, in dem keine Fremdspra-

chenkenntnisse gebraucht werden. Ob beim Verkauf von Theatertickets an ausländische Touris-

tInnen, beim Bedienen nicht-deutschsprachiger Gäste im Restaurant, bei der telefonischen Bu-

chung eines Hotelzimmers im Ausland oder beim Verhandeln mit ausländischen Geschäftspart-

nern – in zahlreichen Situationen sind Fremdsprachenkenntnisse gefragt. Eine Fremdsprache

wird dabei überwiegend oft eingesetzt: Englisch. Nach einer im Juli 2005 durchgeführten Unter-

nehmensbefragung des Instituts für Bildungsforschung der Wirtschaft (ibw) unter mehr als 2.000

österreichischen Firmen ist Englisch die mit Abstand am häufigsten verlangte Fremdsprache.

Nicht nur Vorstandsmitglieder und AbteilungsleiterInnen müssen über Englischkenntnisse

verfügen. Auch von Lehrlingen und Fachkräften wird heutzutage erwartet, dass sie neben

ihrer Muttersprache auch in Englisch kommunizieren können.

Ob in der Schule oder in der Lehre – in der österreichischen Berufsausbildung ist die Vermitt-

lung von Fremdsprachen verpflichtend vorgesehen. Die Wirtschaft begrüßt diese Regelung, be-

deutet sie doch, dass die SchülerInnen und Lehrlinge sowohl sprachlich als auch interkulturell

auf die immer stärker international ausgerichtete Arbeitswelt optimal vorbereitet werden.

Um Lehrende und Lernende im Fremdsprachenbereich zu unterstützen, haben das Bundesmi-

nisterium für Wirtschaft und Arbeit (BMWA) und die Wirtschaftskammer Österreich

(WKÖ) beschlossen, im Rahmen der go international Initiative Lehr-/Lernmaterialien für den

Englisch-Unterricht zur Verfügung zu stellen. Das überaus positive Feedback zur ersten Aus-

gabe von English at Work (November 2005) hat uns zu einer neuen Ausgabe dieser Medien-

mappe motiviert.

English at Work II enthält zahlreiche aktuelle Unterlagen, die sich an BerufsschullehrerInnen

und Lehrlinge, aber auch an UnternehmerInnen und AusbilderInnen in Büro- und Tourismus-

berufen richten. Bei der Zusammenstellung dieser Materialien wurde darauf geachtet, aus-

schließlich authentische Texte aus dem beruflichen Alltag heranzuziehen. So zeigen sich

der praktische Nutzen und der tatsächliche Verwendungszweck des Gelernten noch deut-

licher! Die Themen sind abwechslungsreich aufbereitet und stellen eine gute Ergänzung zu den

bestehenden Schulbüchern dar.

Mit dieser Unterlage möchten das BMWA und die WKÖ einen Beitrag leisten, die Qualität der

Fremdsprachenausbildung in der Lehre weiter zu verbessern. Denn nur durch sprachlich ver-

sierte ArbeitnehmerInnen ist es möglich, dass Österreich seinem Ruf als „Export-Weltmeister“

auch in Zukunft gerecht wird.

Dr. Martin BartensteinBundesminister für Wirtschaft und Arbeit

Dr. Christoph LeitlPräsident der Wirtschaftskammer Österreich

ENGLISH AT WORK II1

2

Impressum

© English at Work 2Medieninhaber und Herausgeber

Bundesministerium

für Wirtschaft und Arbeit

Stubenring 1, 1011 Wien

www.bmwa.gv.at

Wirtschaftskammer Österreich

Wiedner Hauptstraße 63, 1043 Wien

http://wko.at

RedaktionInstitut für Bildungsforschung der Wirtschaft

AutorInnen: Mag. Sabine Archan,

Ingrid Garschall MEd, Paul Kingsburgy MEd, Martina Kralicek MEd

Rainergasse 38, 1050 Wien, www.ibw.at

Grafikdesign:ag, Alice Gutlederer, Capistrangasse 4/6, 1060 Wien, www.designag.at

HöraufnahmenAlle Audiotracks wurden aufgenommen und gemischt von Bernd Mazagg und Markus Jäger

Living Room Studios, Kreuzgasse 91/1204, 1170 Wien, [email protected]

Sprecher: Howard and Kathryn Nightingall, Argentinierstrasse 20/5, 1040 Wien, www.businessofacting.at

CD-ROM ProduktionCSM Production, Vorgartenstr. 129-143, 1020 Wien, www.csmproduction.at

DruckIng. H. Gradwohl GmbH, 3390 Melk

Wien, Okt. 2006, 1. Auflage

Die Rechtschreibung orientiert sich am American English.

Im Rahmen der

go international Initiative

TABLE OF CONTENTS

PART 1: ENGLISH FOR THE GLOBAL MARKETUnit 1: Looking for a job 4 – 13Unit 2: Applying for a job 14 – 23Unit 3: At the airport 24 – 33Unit 4: The interview 34 – 46

PART 2: IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONSUnit 1: Who’s calling? 4 – 13Unit 2: Yours sincerely 14 – 23Unit 3: We look forward to doing business with you 22 – 31Unit 4: Would you like to leave a message? 32 – 41

PART 3: AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONSUnit 1: At the reception 4 – 13Unit 2: In the restaurant 14 – 19Unit 3: Austrian wine 20 – 25Unit 4: Health and beauty at the hotel 26 – 31

CD – TABLE OF CONTENTS

PART 1: ENGLISH FOR THE GLOBAL MARKET1. Unit 2: The follow up 212. Unit 3: At the airport 243. Unit 3: Customs and immigration 284. Unit 3: The taxi 295. Unit 4: The interview 40

PART 2: IN THE OFFICE: ENGLISH FOR OFFICE PROFESSIONS6. Unit 1: Mohammed Musni Zaki calling 57. Unit 1: Spelling 118. Unit 4: Order no. 123456789 329. Unit 4: We need a visa 36

PART 3: AT THE HOTEL: ENGLISH FOR TOURISM AND SERVICE PROFESSIONS10. Unit 1: Answering the phone 611. Unit 1: Meeting the guests 812. Unit 2: Are you ready to order? 1613. Unit 3: What wine would you recommend? 2314. Unit 4: A personal treatment 29

3

ENGLISH AT WORK II 1

PART 1: ENGLISH FOR THE GLOBAL MARKET

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UNIT 1

4

1 LOOKING FOR A JOBBianca is preparing to find a job. She has already made some notes and gathered the information sheneeds to fill out a job application. Look at all of her information below.

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diplomaVocational School for Freight ForwardersHereby awards the degree of

Freight Forwarding Agent toB I A N C A G R O S S M A N

Bianca Grossmann

9236 220686

Name: Bianca GrossmannAddress: Porzellangasse 23/3/6, 1080 ViennaD.O.B: June 22nd, 1986

Skills: Sales, Customer service, Calculation of shipping costs, Calculation of customs fees, Transportation statistics, Shipping, Bookkeeping, Computers: MS Office, Telephone skills, Note taking, English

References: Ms. Ingrid Schutz (Teacher) +43 1 913 93 73Mr. George Brundl (Supervisor) +43 1 478 52 67Mr. Markus Reiner (Friend) +43 1 556 22 48

1. Getting started!

The first step in looking for a job is to get organized! Writing down all your important information will makeit easier for you to fill out application forms and answer questions during interviews.

Help Bianca organize her information by looking at the opposite page and filling in the grid below.

Compare your answers with a colleague. Did you find the same things?

5


PART 1: ENGLISH FOR THE GLOBAL MARKET | UNIT 1: LOOKING FOR A JOB

Personal InformationName:

Address:

Date of Birth:

Social Security Number:

Citizenship:

Driver’s License Yes/No

Education

Professional Experience

Skills

References

UNIT 1

6

2. What are your qualifications?

Use the space below to make a list of your qualifications. Be sure to include your education level, work experience, special skills and knowledge, licenses, certificates, references and any other information thatyou may need when applying for a job. This list will help make the job hunt easier!

SKILLS & QUALIFICATIONS YOU MAY HAVE:Computer skills, typing skills (words per minute - wpm), telephone skills, language skills, secretarialskills, people skills, bookkeeping, sales, marketing, customer service, 10-key, filing, logistics, organi-zation, planning, public relations, human resource management, programming, degree in... (businessadministration), certificate of... (work safety), training in... (HTML), certified... (travel agent)...

7



3. Ready to start looking!

Now that Bianca has the information she needs for an application, she is ready to start looking for herdream job! Her first stop is the internet. Look at the web page below and circle the job categories that fityour skills.

UNIT 1

8

4. Monster.com

Look at the web page on the previous page and tick ✔ the statements below that are true.

1. Monster.com can help you find a job.

2. You can post your resume at monster.com.

3. Monster.com only offers jobs in America.

4. You can search for a job by company name.

5. Moster.com does not offer a wide variety of jobs

6. You can print business cards using monster.com?

5. Jobs and categories

Monster.com has many jobs in many categories. You need to know which category to look in to find the right job!

Match the job titles on the left with the correct job categories on the right by drawing lines.

administrative assistant � � admin/support

CEO � � automotive

electrician journeyman � � healthcare

friendly visitor � � human resources

mechanic � � management

physical therapist � � restaurant & hotel

recruiter � � retail

sales assistant � � technology

systems engineer � � trades

sommelier � � volunteer

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6. Choices, choices!

Bianca has found three jobs that she thinks are interesting. Look at the job descriptions below and underlineall the job skills required for each job. Circle any other important information for each job such as salary, be-nefits, contact, etc. and compare with a colleague.

JOB 1

JOB 2

JOB 3

UNIT 1

10

7. Searching the web for a job

Use the information about Bianca’s qualifications from exercise 1 to help you answer the following questionsabout the three job descriptions on the previous page.

1. What job do you think would be best for Bianca?

2. Why would job 1 not be good for Bianca?

3. Why would job 2 not be good for Bianca?

4. Which jobs offer health benefits?

5. What skills would Bianca need for job 2?

6. Who would be Bianca’s employer if she took job 3?

7. Bonus question: Can you find the typo (typing mistake) in job 2? Hint: Look under job experience.

8. Taking notes

Now use monster.com to search for three interesting jobs for you. Use the grid below to take notes on themost important information for each job you find. Discuss your notes with a partner and decide which of the three jobs would be best for you!

Job title:

Contact

information:

Experience

required:

Skills

required:

Salary:

Benefits:

Other:

JOB 1 JOB 2 JOB 3

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9. Job application form

Now it is time to apply for a job! You can download a sample job application form from http://jobsearch.about.com and fill it out for practice. Correctly fill out the form below. Be sure to follow the instructions on the form closely!

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UNIT 1

12

Aims and objectives

In this chapter learners■ think about and list their qualifications■ gather information in preparation to write a CV■ search for jobs that match their skills■ take notes of key information■ fill out an employment application form

Furthermore they,■ practice their reading skills (skimming, scanning)■ practice their writing skills (note taking, filling in forms)■ learn/review job related vocabulary (titles, skills etc.)

Answers

1. Personal InformationName: Bianca GrossmannAddress: Porzellangasse 23/3/6, 1080 Vienna AustriaDate of Birth: June 22nd, 1986Social Security Number: 9236 220686Citizenship: AustrianDriver’s License Yes/No Yes

Education: Vocational School for Freight Forwarders, 1120 Wien, Längenfeldgasse 13-15Professional Experience: Hapag-Lloyd Austria Gesellschaft mbH, Singerstrasse 13/5, 1010 Vienna

3 years as an apprenticeSkills: Sales, customer service, calculation of shipping costs, calculation of customs fees, transportation statistics,shipping, bookkeeping, computers: MS Office, telephone skills, note taking, englishReferences: Ms. Ingrid Schutz - Teacher - +43 1 913 93 73, Mr. George Brundl - Supervisor - +43 1 478 52 67

Mr. Markus Reiner - Friend - +43 1 556 22 48

4. 1., 2., 4., 6.5. administrative assistant � � admin/supportCEO � � automotiveelectrician journeyman � � healthcarefriendly visitor � � human resources mechanic � � managementphysical therapist � � restaurant & hotelrecruiter � � retailsales assistant � � technologysystems engineer � � tradessommelier � � volunteer

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13



5. 1. Job number 3. She would make the most money and she is qualified for the job2. Bianca does not have 10 years of experience.3. Bianca can speak English, but not Spanish.4. All the jobs offer health benefits5. word, excel, telephones, language, customs, communication skills 6. Bianca would work for Titan Services7. Bonus question: Must past background check / correct: Must pass background check

Wordlist

401 k (four oh one kay) Pensionsplan (in Amerika)advancement/promotion Beförderungbe specific genau beschreibenbenefits (health benefits/ Arbeitgeberleistungretirement benefits) (Gesundheits-/

Pensionsversicherung)business card Visitenkartecandidate/applicant Bewerbercitizenship Staatsbürgerschaftdate of birth (D.O.B.) Geburtsdatumdesired (salary, position etc.) erwünscht

(Gehalt, Stelle usw.)driver’s license Führerscheinentry-level (position) Einstiegspositionexperience Erfahrungfirst step erster Schrittfreight forwarder Spediteurfull-time/part-time Voll-/TeilzeitHRM/HR Management PersonalmanagementHuman Resources ManagementI am responsible for... Ich bin für...(processing orders) (Bestellungen)

verantwortlichI have a degree in... Ich habe ein Diplom als...job application (job app) Bewerbungjob hunt Arbeitsuchemaiden name Mädchennamemeans of transportation Transport-/VerkehrsmittelMy duties include Zu meinen Aufgaben

zählen...opportunity Gelegenheit

people skills Fähigkeit, mit Menschen umzugehen/Personalkompetenzen

position/opening Stelleprestigious (company) angesehen (Firma)previous vorherigreasons for leaving Kündigungsgrundrecruiter Personalvermittlerreference Arbeitszeugnisresume/Curriculum Vitae (CV) Lebenslaufsalary/wages Gehalt/Lohnskills Fähigkeitensocial security number (SS#) Sozialversicherungs-

nummertemporary befristetto apply for a job sich um eine Stelle

bewerbento circle einkreisento fill in einfüllen (Feld)to fill out ausfüllen (Form)to gather information Information sammelnto inquire nachfragento prepare vorbereitento process verarbeitento relocate (for a job) umsiedeln

(arbeitsbedingt)to search for suchento submit einreichentypo Tippfehlerwpm/words per minute Wörter pro Minutezip code/postal code Postleitzahl

UNIT 2

14

2 APPLYING FOR A JOBBianca has found some jobs she would like. The next step isto write a good resume to help her get her dream job. Shehas decided to visit http://www.write-a-resume.org/ toget some tips for putting together a surefire resume.

Look at the webpage belowand see what it has to say about writing a great resume. Underline the most important tips and discussthem with a partner.

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15


PART 1: ENGLISH FOR THE GLOBAL MARKET | UNIT 2: APPLYING FOR A JOB

1. Getting Your Resume Organized

This resume is all mixed up! In small groups, use the information from the website on the previous page toput the sections in the correct order.

Education■ 1994

Hagerstown Business College, Hagerstown, MDA.A., Business Operations

Experience1998 – Present Administrative Assistant

Watts Pharmaceuticals, Atlanta, GA■ Handled all official company correspondence■ Upgraded office filing system■ Typed all company documents■ Created a computerized customer database■ Typed all company correspondence■ Responsible for new employee training

1994 – 1998 Administrative AssistantMartitta Chamber of Commerce, Martitta, GA■ Organized the Annual Marietta Chamber Gala■ Typed all company documents■ Responsible for production of company’s bi-monthly newsletter■ Answered phones and met with public to answer questions

Amy Smith123 Main StreetAtlanta, Georgia 30339Home: (555) 555-1234Cell: (555) [email protected]

ObjectiveA challenging position as an administrative assistant at a growth-oriented firm, which will allow me to both further utilize my skills and acquire new abilities.

Skills■ Typing: 80 wpm■ Strong analytical and organizational skills.■ Excellent interpersonal skills, phone manner, and office etiquette.■ Software: All Windows operating systems, Microsoft Word, Excel, WordPerfect.

A

B

C

D

E

1996 - 1999 Eire Optics, Sunnyvale, CAAdministrative Assistant 1. Coordinate daily schedule for the General Manager.2. Assisted with general accounting functions.3. Managed customer relations, resolving queries and troubleshoo-ting.

1996 - 1996 Dillon, Desmond & Associates, Oakland, CAReceptionist1. Provided telephone support at the reception area.2. Scheduled meetings for the senior management group.3. Responsible for meeting and greeting clients and providingassistance with hotel and restaurant reservations.

EDUCATION:Boston CollegeBS in Business Administration: 1994 - 1996St. Mathew High School, Boston MA.High School Diploma, Graduated with Honours.: 1989 - 1994

COMPUTER SKILLS:Proficient in the use of Microsoft Windows XP, Microsoft Office XP Professional, Microsoft Word, Excel, PowerPoint, Access and Out-look Express.

ADDITIONAL INFORMATION:In my spare time I have been studying web design through Internet tutorials.

UNIT 2

16

2. The Good, The Bad & The Ugly

Your resume is your first contact with a prospective employer. It can “make or break“ your chance at thatperfect job. You are the personnel manager at RightOn Co. Use the tips from the “Write A Resume“ websiteon page 14 to help you decide which of the three resumes below are the good, the bad, and the ugly! Circle all the “bad & ugly“ things and decide which resume was “good“ enough to get an interview... Discuss your decisions in small groups.

Derrik Andrews, 17 B St., Barstow, CAFon (213) 916 9859E-Mail: [email protected]

UPJEkTIVE: To obtain a position as an Executive Assistant where extensive expperience will be fully utilized.

EXPPERIENCE: Museum of History, Boston MA1999 - 2002Executive AssistantPrudential Insurance, Boston MA1998 - 1999Personal Assistant

EDUCATION:Boston University, Boston MA1996 - 1998BS in Business Administration

ADDITIONAL DETAILS:Excellent nowledge of computer programmes such as Microsoft Word, Excel, PowerPoint and Microsoft Project.Fluent in French, Spanish and Italian.

Hobbies include Kick Boxing, Yoga, Reading, Art and Drama

Amy Mathews 117 River St, Waltham, MA 02067

Home No: 617 4563908 Cell No: 617 3785637

E-Mail: [email protected]

OBJECTIVE

Seeking a position as a Financial Assistant

within a challenging environment.

EXPERIENCE

2000 - 2002 Merit Pharmaceuticals Ltd Boston MA

Financial Assistant

* Prepared and monitored budgets for three divisions within a

large pharmaceutical Company.

1997 - 2000 Drake Hotels Boston MA

Accounts Clerk

* Worked within a team preparing and managing the budgets for

the West Coast Hotel Group.

EDUCATION

1994 - 1997 Brown University, Boston MA

Diploma in Accounting Techniques

OTHER INFORMATION

Highly proficient in MS Word, MS Excel, PowerPoint and Access.

Fluent in Italian, French and German.

PERSONAL

Hobbies include horse riding, kayaking, skiing and travel.

page 3/3

page 2/3

Amy Mathews page 1/3

16 Coronado Ave. Burlingame, CA 94010

Phone 650 342-8546 E-mail: [email protected]

OBJECTIVE:

Seeking a position where my strong administrative background and my

ability to execute a variety of projects simultaneously will be utilised.

PROFILE:

1. Possess excellent problem solving skills.

2. Ability to multi-task effectively.

3. Excellent communication skills both written and oral.

4. Skilled organiser and problem solver with the ability to consider

all options before making a decision.

EXPERIENCE:

1999 - 2002 Gray Brothers Inc., San Francisco, CA

Administrative Assistant

1. Performed administrative and secretarial functions

for the Managing Director.

2. Scheduled appointments and maintained accurate

confidential client files.

3. Coordinated multiple priorities and projects.

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3. Write your own resume!

Use the template below to write your own super resume. For now, do not enter your name.

Street Number and NameCity, State and Zip Code

Phone NumberEmail Address

Your Name

Objective What do you want to do?

Work Experience Company NameStreet Number and NameCity, State and Zip CodeJob Title■ Duties or Achievements■ Duties or Achievements

Education Name of High SchoolStreet Number and NameCity, State and Zip CodeDates attended: From Date - Present

Name of Middle SchoolStreet Number and NameCity, State and Zip CodeDates attended: From Date - Present

Name of Elementary SchoolStreet Number and NameCity, State and Zip CodeDates attended: From Date - Present

Accomplishments List one or more things that you have done or a special skill you may have.

Activities List activities in which you have participated such as community groups, sports teams, academicgroups, etc.

Interests List hobbies, special interests, travel, etc.

References NameStreet Number and NameCity, State and Zip CodePhone Number

NameStreet Number and NameCity, State and Zip CodePhone Number

Divide into teams. Each team gives all of their resumes to the other team. Each team must now try to figureout which resume belongs to which member of the other team. Read the resume closely to find importantclues! Each team gets 1 point for each correctly guessed resume. The team with the most points wins! When the game is finished be sure to put your name on your resume!

UNIT 2

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4. What next?

A. You know what job you want. You have a resume. What is next? There is one more important thing weneed before sending everything off to our prospective employer. Complete the puzzle below to find outwhat we need.

STILL STUMPED? TRY THIS PUZZLE:

Find an alternative expression for the words/phrases on the left by unscrambling the words on the right.Copy the letters in the numbered cells to the cells at the bottom with the same number to find the answer.

B. Now that you know what we still need to write, what kind of information do you think it will include? Tick ✔ the information and phrases you think should be in the letter.

A � Your name and contact information

B � Your age and marital status

C � Company address

D � “To whom it may concern,“

E � Job title you are applying for

F � A long introduction

G � Why you should be given the job

H � Action words

I � Summary of your entire resume

J � Short simple sentences

K � Request for an interview

L � How/when you will follow up the letter.

M � Thank you

N � “Enclosed please find my resume.“

resume VC

work place CEFFIO

CV REEMUS

conversation with a potential employer WIVENIETR

profession OJB

ask for something (a job) LYAPP

important language SELHING

person other people work for PEOMYELR

future, potential (employer) VEPROITCEPS

skills YTICPAABIL

3

7

5

8

2

6

10

4

9

1

5

11

1 2 3 4 6 7 8 9 10 11

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5. The cover letter

A. A well-written cover letter can make the difference between being selected for an interview or not! So you want to make sure you get it right. Look at the list of do’s and don’ts below and check your answers from the previous exercise.

COVER LETTER DO’S AND DON’TS

■ Don’t send your resume without a cover letter. ■ Do address your letter to a named individual.■ Don’t waste your first paragraph by writing a boring introduction. Use the first paragraph to grab the

employer’s attention; give the employer the reasons you are qualified for the position. ■ Don’t use clichés such as “Enclosed please find my resume.”

Employers can see that your resume is enclosed; they don’t need you to tell them. ■ Don’t depend on the employer to take action. Request action. Request an interview,

and tell the employer how and when you will follow up to arrange it. Then, Do So. ■ Don’t send a cover letter that contains any typos, misspellings, incorrect grammar or punctuation,

smudges, or grease from yesterday’s lunch. ■ Do use simple language and uncomplicated sentence structure. Ruthlessly eliminate all unnecessary

words. Follow the journalist’s credo: Write tight! ■ Do keep your letter brief. Never, Never more than one page, and it’s best to keep it well under a full

page. Each paragraph should have no more than one to three sentences. ■ Do try to answer the question that the employer will be asking while reading your letter:

“Why should I hire this person?” ■ Don’t rehash your resume. You can use your cover letter to highlight the aspects of your resume that

are relevant to the position, but you’re wasting precious space – and the potential employer’s time – if you simply repeat your resume.

■ Do use action verbs. (e.g. I scheduled all appointments for the manager.)■ Don’t forget to personally sign the letter, preferably in blue ink. ■ Do use e-mailed cover letters, but keep them shorter and more concise.

by Randall S. Hansen, Ph.D. and Katharine Hansen; excerpt from: http://www.quintcareers.com/printable/cover_letter-dos-donts.html

B. Look at the excerpts from cover letters below and mark them as Do (+) or Don’t (–)! Explain your decision!

Dear Sir, Madam

As you can see from my resume, I am a recent graduate of...

I have long taken great interest in your company and was pleased to learn that you are seeking an

administrative assistant.

I wish to use my skills to become a valuable team member in a progressive business where growth

and creativity would not only be possible but expected.

My outstanding organizational skills and proven communication skills make me the ideal adminis-

trative assistant for a busy company such as yours.

Thank you four you’re time. I look forward to hearing from you soon.

I would greatly appreciate the chance to provide you more information about my qualifications in

person. I will phone your offices next week to arrange an interview.

Sincerely,

UNIT 2

20

6. Write a winning cover letter!

Employers often get many cover letters a day. You want to stand out from the rest, and the best way to do that is to write a cover letter especially for the job you are applying for. Now is your chance to write a cover letter especially for the job you chose in Unit 1. Use this template to put together an interview-getting cover letter.

Your Name Your Address Your City, State, Zip Code Your Phone Number Your Email Address

Date

Name of contact person at companyTitle Company nameAddress City, State, Zip Code

Dear Mr./Ms. Last Name:

First Paragraph: The first paragraph of your letter should include information on why you are writing. Mention theposition you are applying for. Include the name of a mutual contact, if you have one. Be clear andconcise regarding your request.

Middle Paragraphs: The next section of your cover letter should describe what you have to offer the employer. Convincethe reader that they should grant the interview or appointment you requested in the first para-graph. Make strong connections between your abilities and their needs. Mention specifically howyour skills and experience match the job you are applying for. Remember, you are interpreting yourresume, not repeating it. Try to support each statement you make with a piece of evidence. Use several shorter paragraphs or bullets rather than one large block of text.

Final Paragraph: Conclude your cover letter by thanking the employer for considering you for the position. Includeinformation on how you will follow up. State that you will do so and indicate when (one week’stime is typical). You may want to reduce the time between sending out your resume and follow up ifyou fax or e-mail it.

Respectfully yours, Handwritten Signature (for a mailed letter) Typed Signature

Extra task: Write a silly cover letter with hidden mistakes. Let your partner try to find them!

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7. The follow up

It has been a week since Bianca sent off her cover letter and resume. Now it is time for her to follow up. Listen to her telephone call.

Listen again and tick ✔ the correct answers. Some questions have more than one correct answer!

8. The brush off

Sometimes if you want a job you have to be persistent. Bianca didn’t let Mr. Kingsbury scare her away. When he was a bit rude, she used it as an opportunity to sell herself. You can do the same!

In pairs, write a dialogue and role play a follow-up call between a big bad boss and a job seeker who willstop at nothing to get an interview. If you come up with a really good or really funny dialogue you maywant to act it out for the class! Have fun!

1. Who did Bianca speak with?� a. Kevin Cassidy � b. Lynn Lewinski � c. Dan Applebee� d. Ken Kingsbury

2. They did not receive Bianca’s resume.� a. True� b. False

3. Ken is...?� a. happy to hear from Bianca.� b. quite busy.� c. free for an interview this week.� d. interested in Bianca’s experience.

4. Bianca...? � a. is very shy.� b. wants to know if her resume arrived.� c. would like an interview.� d. sells her self well.

5. When will the interview be? � a. Tuesday at 9 p.m.� b. Monday at 10 a.m.� c. Thursday at 9 a.m.� d. Friday at 2 p.m.

6. What is the number of the hotel? � a. (240) 917-1530� b. (214) 970-1530� c. (214) 917-5013� d. (240) 970-5013

7. What will Bianca send?� a. A thank you letter.� b. An email with her contact info.� c. A letter with more information

about herself.� d. A confirmation email.

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UNIT 2

22

Aims and objectives

In this chapter learners■ learn what makes a good CV■ write their own CV■ learn what makes a good cover letter■ write a cover letter■ learn about a follow-up call

Furthermore they,■ practice their reading skills (skimming, scanning)■ practice their writing skills (write a resume, cover letter)■ practice their listening skills (CD dialogue)■ learn/review job related vocabulary (skills, action verbs, phrases etc.)

Answers

1. C, D, B, A, E

4. Cover + Letter = cover letterCV, office, resume, interview, job, apply, English, employer, prospective, capabilityCOVER LETTER

4. B a; c; e; g; h; j; k; l

5. B don’t, don’t, do, do, do, don’t, do; do

7. 1. d; 2. b; 3. b and d; 4. b, c and d; 5. c; 6. b; 7. d

Wordlist action verbs (words) Aktive (Zeit)wörterappearance counts das Äußere zähltbond paper Hartpostpapierbrief kurzcapability Fähigkeit/das Können challenge Herausforderungcliché Klischeecommunity Gesellschaftconcise knapp und präziseconfirmation Bestätigung(call, letter, email) (Bestätigungsbrief usw.)grateful dankbargrowth-oriented WachstumsorientiertI’ll make a note of it Ich werde es notierenI’m staying at... Ich wohne bei...in case something comes up falls etwas dazwischen

kommtinterview Vorstellungsgesprächmake or break Alles oder Nichtsmarital status Ehestand

objectives Zielsetzungenoperating system (computer) Betriebssystem

(Computer)persistent hartnäckigpolite höflichpreferably vorzugsweiseprospective (employer, job) möglicher künftiger

(Arbeitgeber, Beruf)references Referenzenrude unhöflichruthless rücksichtslossales pitch Verkaufsargumentshort and sweet kurz und bündigsignature UnterschriftSincerely, Mit freundlichen GrüssenSounds like a plan! Hört sich gut an!summary Zusammenfassungsurefire todsicherThank you for your time. Danke für Ihre Zeit.to address adressieren

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23



CD Script – The follow up

Phone ringing...

Ken Kingsbury: Titan Services. This is Ken. May I help you?

Bianca Grossman: Yes. Is this Mr. Kingsbury?

K: Yes. What can I do for you?

B: My name is Bianca Grossman. I sent you my resume last week for the position of logistics expert

and wanted to make sure you received it.

K: Yes. Um... Yes I did... You’re the girl from Vienna right?

B: That’s right. The one with three years experience at a top European company who could offer you

valuable international contacts!

K: Hmm... sounds interesting...

B: If we could arrange an interview I would be happy to tell you more.

K: Well I am quite busy this week.

B: I will be in Dallas next week and could meet you any time you like.

K: Let me see... How about Thursday at 9 a.m.?

B: That would be perfect.

K: Good, I’ll make a note of it in my calendar.

Do you have a number where I can reach you here in Texas in case something comes up?

B: Well, I don’t have a number, but I am staying at the Westin City Center Dallas.

K: Do you have a phone number for the hotel?

B: One second please... Yes, here it is... (214) 970-1530

K: So one more time, that is two-one-four, nine-seven-zero, fifteen-thirty?

B: One-five-three-O. That’s correct.

K: Ok then. I’ll see you next week on Thursday.

B: At 9 o’clock. Great. I will send an email to confirm everything.

K: Sounds like a plan.

B: Thank you for your time.

K: No problem.

B: Have a nice afternoon. Bye.

K: You too. Bye.

to arrange (an interview) ausmachen, vereinbarento attend teilnehmento be fluent in spoken fließend in Wort and written... und Schriftto be in charge of... verantwortlich sein für...to be quite busy sehr beschäftigt seinto be responsible verantwortlich sein für...for somethingto brush someone off jemandem die kalte

Schulter zeigen, abblitzen lassen

to confirm bestätigento depend on someone/ auf jmdn./something etw. ankommento enclose beilegen

to follow up nachgehen, nachfassento get permission um Erlaubnis bittento grab attention Aufmerksamkeit

gewinnento grind an axe ein Hühnchen rupfento handle abwickelnto put together zusammensetzento rehash/repeat wiederholento request ersuchento sell yourself well sich selbst gut verkaufento sign unterschreibento supervise beaufsichtigen to volunteer sich freiwillig melden,

ehrenamtlich arbeiten

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UNIT 3

24

3 AT THE AIRPORT

Bianca has gotten her interview and now she is on her way to Dallas, Texas. She has just arrived at John F. Kennedy International Airport andneeds to find her way to her connecting flight to Dallas. With all the noise and people and things to worry about, she is findingthe airport pretty confusing!

1. Connecting flights

Listen to this airport announcement and see how well you understand what is being said.Now listen again and tick ✔ the correct answers. Some questions have more than one correct answer!

Make up your own airport announcement. Write three multiple choice questions and have a colleague tryto answer them! Do the same with their announcement.

1. Bianca is a(n)...?� a. United States Citizen� b. Domestic traveler� c. International Arrival � d. United States Immigrant

2. International arrivals traveling to furtherU.S. destinations must...?

� a. proceed to the ticket counter.� b. fill out the proper forms.� c. claim their baggage.� d. proceed to customs.

3. As a visitor, which forms must Bianca fill out?

� a. The blue customs form.� b. The white immigration form.� c. The green visa waiver form.� d. All of the forms.

4. The yellow AirTrain departs every...?� a. one to two minutes.� b. two to four minutes.� c. five minutes.� d. eight minutes.

5. Bianca is flying with American Airlines.Which terminal does she need to go to? � a. 4� b. 6� c. 8� d. 9

6. How can Bianca find out what gate herflight is departing from?

� a. By looking at the monitors.� b. By asking uniformed personnel.� c. By asking the pilot.� d. By looking in the internet.

7. What will happen to unattended bags?� a. They will be reported.� b. They will be stolen.� c. They will be destroyed.� d. They will be taken to the lost & found.

25


PART 1: ENGLISH FOR THE GLOBAL MARKET | UNIT 3: AT THE AIRPORT

2. Where do I go now?

Look at the flight information monitor below and help Bianca find her connecting flight to Dallas. Circle the terminal and gate numbers.

Bianca arrived with Austrian Airlines at terminal 1 - gate 7. Based on the information in the announcementand from the flight information monitor above, you can figure out where she has to go. She also wants to exchange money, buy a book and visit a duty free shop.

On the map below, draw a line from her starting point to her destination. Circle and label all the stops shemust make along the way.

UNIT 3

26

3. Forms, forms, forms!

A. There are always a ton of forms to fill out when traveling. The most common forms are for customs andimmigrations. Fill out these forms before proceeding to customs and immigrations. Have a friend checkyour forms to make sure they are all correct. We don’t want the customs officer sending you to the back of the line to fill out the forms again!

27



B. Don’t forget your customs form too! Choose at least three items from the list below and declare them onyour customs form. Remember you will have to pay duty if your items total more than 100 dollars!

Remember to check your forms with a classmate!

ITEM VALUE ITEM VALUE

fur coat $ 250 computer software $ 50bottle of wine $ 15 gifts / souvenirs $ 35mp3 player $ 75 clothes $ 65candy/chocolate $ 10 boots $ 125Books $ 25 sports articles $ 45

UNIT 3

28

4. Customs and immigration

Bianca has filled out her forms and now she is at the frontof the line. In a few moments she will have to talk to thecustoms and immigration officers. What questions do youthink they will ask? Write your questions in the space below.

Now listen to Bianca’s conversation with the customs and immigrations officer.How were your predictions? Listen to the dialogue again and circle the questions that you guessed correctly.Who guessed the most correct questions?

5. Play the customs officer card game!

But be careful... One wrong answer and you could wind up on a plane heading back home! Use the forms on theprevious page to help you decide if a question is right or wrong.

Copy and cut out the cards below. Play in pairs. One is the customs officer (CO), the other is the tourist (T).Each player takes five cards (CO from the question pile and T from the answers pile). CO reads a question cardout loud and T gives an answer from one of their answer cards. If the answer is correct, e.g. CO: “How long willyou be staying?“ T: “For two weeks“, then each player discards their card and draws a new one. CO then asksthe next question. If the answer is wrong, e.g. CO: “Are you carrying any fruits?“ T: “Yes“ (it is not permittedto bring fruits, etc. into other countries), then reshuffle the cards, change roles, and start again. When all thecards are gone, the tourist wins! Change roles and play again so each person plays each role at least once.

What is your country of citizenship? Austria.

What is the purpose of your visit? Sightseeing.

Where are you staying during your visit? I am staying with friends.

What is the address where you will be staying? I will be staying at 712 West Hampton Road, Long Beach

How long will you be staying? I am only staying for two weeks.

Have you ever been convicted of a crime? No, I haven’t.

Are you carrying any firearms? No, I am not.

Are you carrying fruits, vegetables or meats? No, I am not.

Did you pack your bags yourself? Yes, I did.

Have you completed all the forms? Yes, I have.

Have you been on a farm recently? No, I haven’t

Have you ever visited the U.S. before? Yes, I have

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6. The taxi

Bianca has finally made it to Dallas. She has her bags and is ready to go to her hotel. All she needs is a taxicab! Luckily one has just pulled up.Listen to her conversation with the taxi driver.

Now fill in the gap text of Bianca’s conversation with the cab driver. Use all the words listed below only once!

Taxi Driver: _____________ ma’am?Bianca: The Westin City Center Hotel please.TD: Ok. Here on ____________?B: Business actually. But I will do some ______________ too.TD: Is it your first time here?B: Yes, it is.TD: Well be sure to visit the ____________________________.B: Sounds nice. Can you go _____________ there?TD: Shop, eat, dance, go to the movies... You can do just about everything there.B: Great!TD: If you like _____________ you should visit the Swiss Avenue Historic District.B: Thank you for the ________.TD; Six Flags Over Texas is always fun too.B: What is that?TD: An ______________________. Say, where ya from anyway?B: Pardon?TD: What country are you from. I noticed your ___________.B: Oh. I am from Austria.TD: Australia?B: No, no (laugh). No kangaroos. Mozart!TD: Ahhh! Austria. The ___________________________ right?B: Pardon? TD: You know the Sound of Music. The Disney film about that singing family.B: Oh yes. I... I think I have heard of it.TD: Well, _____________________!B: Oh! That was quick.TD: __________ thirteen fifty.B: Thirty dollars?!?!TD: No, no. Thirteen. One three. And fifty cents.B: Oh. That was a shock. Here you are. _____________________________.TD: Thanks ma’am! Enjoy your stay in Texas!

Listen to the dialogue again and check your answers for the gap text.Now make up your own crazy taxi conversations with a partner. Share any really funny dialogues with the class!

sightseeing shopping accent here we are

Where to West End Marketplace amusement park

Sound of Music Keep the changevacation

architecture tip That’ll be

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UNIT 3

30

Aims and objectives

In this chapter learners■ learn language and phrases for travel in American Airports.■ practice finding information and reading floor plans.■ practice filling out travel forms.■ learn phrases for traveling in a taxi.■ learn small talk for tourists.

Furthermore they,■ practice their listening skills (CD dialogues).■ practice their reading skills (scanning for information).■ practice their writing skills (filling out forms).■ learn/review travel related vocabulary.

Answers

1. 1. C 2. B, C, D 3. A, C 4. B 5. D 6. A 7. C 6. Terminal 9, Gate D49

Wordlist

amusement park Vergnügungsparkannouncement DurchsageAre you carrying...? Haben Sie ... bei Ihnen?baggage claim Gepäckausgabeboarding einsteigencancelled storniertcitizen (Staats)Bürgercitizenship Staatsangehörigkeitcommunicable disease ansteckende Krankheitconfusing verwirrendconnecting flight Anschlussflugcurrency Währungcustoms Zollbehörde,

Zollabfertigungdelayed verspätetdepartures Abflügedestination Reisezieldestroyed zerstörtDo you have anything Haben Sie etwasto declare? zu verzollen?domestic flight Inlandsflugduty ZollabgabeEnjoy your stay! Ein schönen Aufenthalt!firearm Schusswaffegate FlugsteigHave you been arrested or Sind Sie wegen einesconvicted of a crime? Verbrechens je verhaftet

oder verurteilt worden?Have your passport ready. Bitte halten Sie

Ihren Pass bereit.

Here we are! Wir sind da!hold still still haltenimmigrant Einwandererinternational flight AuslandsflugIs your trip for business Ist Ihr Aufenthaltszweckor pleasure? geschäftlich oder privat?Keep the change. Der Rest ist für Sie.livestock Viehlost & found Fundbüropermitted erlaubtresident Einwohnertaxicab/taxi/cab Taxiterminal FlugabfertigungshalleThat’ll be ($12.50) Das macht ($12.50)to continue a further weiterfliegendestinationto deny (a visa) ablehnento discard wegwerfento draw (card game) ziehento head home auf dem Heimwegto proceed weitergehento refuse admission abweisentotal value of all goods Gesamt wert aller Wareunattended (baggage) unbeaufsichtigtwaiver BefreiungWhat is the purpose Was ist der Zweckof your visit? Ihres Besuches?Where to? Wohin soll es gehen?

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31



CD Script – At the airport

Listen to this airport announcement and see how well you understand what is being said.

(Airport noises, hustle and bustle of people...)

Voice over loudspeaker:

Welcome to the John F. Kennedy International airport.

International arrivals continuing to further destinations within the continental U.S. are required to claim their che-

cked baggage at the central baggage claim terminal and proceed to customs and immigration for inspection.

All arrivals must fill out the blue customs declaration form. Visitors with visas fill out the white Immigration forms.

Visitors without visas fill out green visa-waiver forms. To keep waiting times short, be sure all your forms are comple-

ted correctly and have your passport ready.

The yellow AirTrain „all terminals loop“ provides quick and convenient transportation to your connecting flights with

departures every two to four minutes and stops at every terminal. A round-trip lasts only eight minutes.

Delta Airlines flights depart from terminal 3.

Northwest and Continental Airlines flights depart from terminal 4.

JetBlue Airways flights depart from terminal 6.

United Airlines flights depart from terminal 7.

American West Airlines flights depart from terminal 8.

American Airlines flights depart from terminal 9.

Consult the flight information monitors for connecting flight gate numbers.

Please do not leave your baggage unattended at any time. Unattended baggage will be destroyed. Please immediately

report any unattended baggage to uniformed personnel.

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UNIT 3

32

CD Script – Customs and immigration

Customs Officer: Passport and forms please.

Bianca: Here you are.

CO: Place your index finger on the scanner please.

B: Here?

CO: Yes. That’s right. And look into the camera please.

B: Ok.

CO: Hold still a moment.

B: ... Finished?

CO: Yes, that’s good, thank you.

CO: What’s your country of citizenship?

B: Austria.

CO: What is the purpose of your visit? Business or pleasure?

B: Business.

CO: Where are you staying during your visit?

B: The Westin City Center Hotel in Dallas.

CO: How long will you be staying in America?

B: Just for one week.

CO: Do you have anything to declare?

B: No.

CO: No gifts, alcohol or tobacco?

B: No.

CO: Are you carrying any fruits, vegetables or meats?

B: No.

CO: Do you live or have you been on a farm recently?

B: No.

CO: Did you accept anything from anyone before boarding your flight?

B: No.

CO: Did you pack your bags yourself?

B: Yes.

CO: Did your bags ever leave your sight or supervision before they were checked in?

B: No.

CO: Thank you. Enjoy your stay in the United States of America.

B: Thanks. I will!

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33



CD Script – The taxi

Taxi Driver: Where to ma’am?

Bianca: The Westin City Center Hotel please.

TD: Ok. Here on vacation?

B: Business actually. But I will do some sightseeing too.

TD: Is it your first time here?

B: Yes, it is.

TD: Well, be sure to visit the West End Marketplace.

B: Sounds nice. Can you go shopping there?

TD: Shop, eat, dance, go to the movies... You can do just about everything there.

B: Great!

TD: If you like architecture you should visit the Swiss Avenue Historic District.

B: Thank you for the tip.

TD; Six Flags Over Texas is always fun too.

B: What is that?

TD: An amusement park. Say, where ya from anyway?

B: Pardon?

TD: What country are you from. I noticed your accent.

B: Oh. I am from Austria.

TD: Australia?

B: No, no (laugh). No kangaroos. Mozart!

TD: Ahhh! Austria. The Sound of Music right?

B: Pardon?

TD: You know the Sound of Music. The Disney film about that singing family.

B: Oh yes. I... I think I have heard of it.

TD: Well here we are!

B: Oh! That was quick.

TD: That’ll be thirteen fifty.

B: Thirty dollars?!?!

TD: No, no. Thirteen. One three. And fifty cents.

B: Oh. That was a shock. Here you are. Keep the change.

TD: Thanks ma’am! Enjoy your stay in Texas!

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UNIT 4

34

4 THE INTERVIEW Bianca has arrived safely at her hotel and confirmed that her interview is on Thursday at 9:00 a.m. That doesn’t mean she can run out and go sightseeing however. If you want to get that dream job, you need to prepare for your interview!

1. Preparing for the interviewLook at the pictures below and try to guess what Bianca is doing to prepare for her interview. Write your answer in the space below the picture! If you are not sure what to write, talk about it with a neighbor. If you are still not sure, then go on to the next exercise.

Look at the list below and see if your guess was right. Write an answer for any you didn’t know. Circle and letter the tips in the list that match the pictures above.

JOB INTERVIEW TIPS/PREPARATION:

■ Learn about the company you want to work for.■ Review your qualifications for the job. ■ Prepare answers for questions the interviewer is likely to ask. ■ Look over your resume again. ■ Practice an interview with a friend or relative.■ Practice in front of a mirror. ■ Make sure you have suitable clothes and go shopping if you have to.■ Get to your interview early.

Now let’s look at a few points on this list in more detail.

a. b.

c. d.

35


PART 1: ENGLISH FOR THE GLOBAL MARKET | UNIT 4: THE INTERVIEW

2. What they want – key qualities?

A. A quick search in the internet should be all it takes to learn more about the company you want to work for. The information you find will help you make a list of what the company is looking for in its employees. Here are some examples of words you should look for. Do you know what they mean? Discuss them in groups of two with your partner and then with your teacher!

team player people skills hard workingindependent worker organizational skills problem solving skillsmotivated communication skills quick thinkercommitted work well under pressure analytical skillsquick learner fast paced honestInnovative creative individuality

B. Match the key qualities or skills on the left with the job descriptions on the right.

team player � � You must be able to work and make decisions on your own.

independent worker � � You must be able to budget your time and meet tight deadlines.

communication skills � � You must be willing to work long hours as well as weekends.

committed � � You must sort and file incoming mail and arrange meetings.

organizational skills � � You must work well together with other people.

work well under pressure � � You must give presentations and handle with customers.

C. Now look at the company profiles below. Underline the key qualities they are looking for in their employees.

At the San Francisco Chronicle we truly

believe that our people are our grea-

test asset. We depend on the hard work

and commitment of our employees as

we continue to grow in a highly com-

petitive market.

The Chronicle is an equal opportunity

employer and seeks to hire the best

and brightest and aspires to have a

workforce that mirrors the diversity of

the U.S. workforce.

Extraordinary people. Exciting possibi-

lities. Your success is what’s next with

Comerica.

In the highly competitive world of fi-

nancial services, there’s one thing that

sets a company apart - its talent. At

Comerica, over 11,000 employees bring

their expertise, enthusiasm and creati-

vity to work every day and help create a

force that’s leading the industry.

The spirit of H&M today is the same as it

was when the company started - an

open door policy, direct communica-

tion and of course common sense.

At H&M we believe in working with a

set of values rather than manuals. Our

basic values include believing in peo-

ple, teamwork, a fast pace of working

and constant improvement.

UNIT 4

36

3. Reviewing your skills

A. So now you know what the company wants. The next step is to review your skills so you can tell the inter-viewer how you can give them what they are looking for. Choose six qualities from the exercise above (or use the qualities from the job you found at www.monster.com in Unit 1) and fill in the grid below. The first one has been done for you.

Quality Company Wants Example showing you have the quality they want.

Communication Skills My previous job was in a call center. I dealt with up to 300 calls a day helping people solve problems with their online banking accounts. In the two years I worked there I only had happy customers.

B. Make up a company name and logo. Think about what kind of company you want it to be and write ashort company profile like on the previous page. Think of a position you would like to fill and write a shortwant ad as well. Exchange what you have written with a partner. Now find the qualities they are lookingfor by reading the profile and want ad and enter them into the grid above. Then provide examples showingyou have those qualities.

37



4. Appearance is everything!

The first few minutes of an interview are crucial. Interviewers usually know if they are going to hire you withinthe first five minutes! That is why it is so important to make a good first impression, and the first thing theyare going to notice is your appearance. You may know the saying „Don’t judge a book by its cover,“ and it is true that the cover won’t tell you what is inside, but a nice looking cover will still sell more books!A. Look at the pictures below. Who will make the best first impression at a job interview?

Circle the correct picture and discuss with a partner.

A

C

E

G

I

B

D

F

H

J

UNIT 4

38

B. Now read the tips on how to dress for an interview.

DRESS FOR INTERVIEW SUCCESS

1. Always make sure you are well-groomed.2. Always make sure your clothes are neat and clean.3. Always make sure you are dressed appropriately.

Men may have to wear a suit and tie and women may have to wear a business outfit.4. Never wear jeans and a t-shirt to an interview.5. Always make sure your shoes are appropriate and clean.6. Never wear too much jewelry.7. Never wear too much makeup.8. Never wear too much perfume or cologne.9. Never chew gum during an interview.10. Always dress conservatively.

Did you pick the right person for the job?

Now return to the previous page and write down the rules that apply to each picture.

EXTRA ACTIVITIES:

■ Work in groups. Look for pictures in a magazine or in the internet and put together a poster showing allthe things you need to be „dressed for success“!

■ Who is the best dressed in the class? Discuss the „do’s & don’ts“ of what you are wearing in terms of dressing for a job interview!

5. The big question!

Or rather questions, because the interviewer is going to ask a lot of them! To help you get ready for the interview it is a good idea to think of answers for the questions you think he/she might ask. Here is a list of fifteen common interview questions to help get you started!

Read and discuss the questions with a partner. Try to think of some answers.

15 STANDARD INTERVIEW QUESTIONS

1. Tell me about yourself.2. Do you have any actual work experience? 3. Why did you choose this career?4. If you had to live your life over again,

what would you change? 5. Why should I hire you?6. What do you think it takes to be successful in

this career? 7. Where do you want to be in ten years from now?

8. What is your greatest strength?9. Are you a team player? 10. What is your greatest weakness? 11. Do you handle conflict well?12. How has your education prepared

you for your career? 13. What do you know about our company? 14. Why are you interested in our company?15. Are you willing to travel?

39



6. Big question bingo!

Below you will find a blank bingo card with sixteen fields. Place a star in one field of your choice. This is abonus field. Now copy the 15 standard interview questions from the previous exercise into the remainingempty fields. Next, copy and cut out the bingo answers at the end of this unit. Now you are ready to play!

Instructions:A player draws an answer card and reads it to everyone. The players then cross off the matching question ontheir bingo cards. Example: Player reads: „Yes I am willing to travel“. Everyone now crosses off the field ontheir bingo card that reads „Are you willing to travel?“ Only cross off one field per turn! The goal is to crossoff four fields in a row (up, down, across, diagonally). The star is a bonus field and counts as a crossed offfield. Good luck!

ALTERNATIVE: As a group, write two answers for each of the 15 questions above. Now use these answers asyour answer cards instead of the ones provided at the end of the unit!

UNIT 4

40

7. The interview

It is Thursday at 9:00 a.m. Bianca made sure to get to the inter-view early, and in a few moments she will meet Mr. Kingsbury.

She is a little nervous, but she is well prepared and is sure to dofine. Let’s listen to her interview!

Now listen again and tick ✔ the questions on the left that Mr. Kingsbury asks.

� Tell me about yourself. � Well I guess it would have to be my courage andconfidence.

� Do you have any actual work experience? � I have lots of experience, am a hard worker andhave good people skills.

� What is your greatest strength? � My greatest weakness is also one of mystrengths. I am a perfectionist.

� Why should I hire you? � I like languages and travel and am a real teamplayer...

� Where do you want to be ten years from now? � Yes. During my apprenticeship I worked for...

� If you had to live your life over again, � Well your company is a world leader in logistics.what would you change?

� What is your greatest weakness? � Your company interests me because I believe inthe product you sell.

� How has your education prepared you � I hope to be a logistics manager...for your career?

� What do you know about our company? � I wouldn’t change anything.

� Why are you interested in our company? � My apprenticeship taught me everything I needto do my job well.

Now listen again and tick the answers that Bianca gives on the right.Finally, draw lines to match the questions with their answers.

8. Closing Activities

■ Discussion: Do you think Bianca got the job? What did she do well?■ Visit http://www.collegegrad.com/jobsearch/16-15.shtml and use the 50 questions to role play an

interview with a partner.

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UNIT 4

42

Aims and objectives

In this chapter learners■ prepare for a job interview.■ learn what to wear to a job interview■ learn vocabulary describing employee qualities■ review their job skills.■ learn interview questions and answers.

Furthermore they,■ practice their reading skills (scanning for keywords).■ practice their writing skills (answering interview questions).■ practice their listening skills (CD dialogue).■ learn/review job related vocabulary.

Answers

1. A. Research the company, B. Buy clothes for the interview, C. Review qualifications\Prepare answers, D. Practice in front of a mirror

2. B.team player � � You must be able to work and make decisions on your own.independent worker � � You must be able to budget your time and meet tight deadlines.communication skills � � You must be willing to work long hours as well as weekends.committed � � You must sort and file incoming mail and arrange meetings.organizational skills � � You must work well together with other people.work well under pressure � � You must give presentations and handle with customers.

4.A) Always dress appropriately! B) Never chew bubblegum!C) Always make sure your shoes are clean! D) Never wear too much makeup!E) Never wear too much jewelry F) Always be well-groomed!G) Never wear too much perfume! H) Always wear neat and clean clothes. He gets the job! I) Always dress conservatively! J) Never wear jeans and t-shirts!

7. � Tell me about yourself. � Well I guess it would have to be my courage and confidence.

� Do you have any actual work experience? � I have lots of experience, am a hard worker and have

good people skills.

� What is your greatest strength? � My greatest weakness is also one of my strengths.

I am a perfectionist.

� Why should I hire you? � I like languages and travel and am a real team player...

� Where do you want to be ten � Yes. During my apprenticeship I worked for...

years from now?

� If you had to live your life over again, � Well your company is a world leader in logistics.

what would you change?

� What is your greatest weakness? � Your company interests me because I believe in the product you sell.

� How has your education prepared you � I hope to be a logistics manager...

for your career?

� What do you know about our company? � I wouldn’t change anything.

� Why are you interested in our company? � My apprenticeship taught me everything I need

to do my job well.

� �

� �

� �

� �

� �

� �

� �

� �

� �

� �

▲

43



6. Big question bingo! - Answer cards

My name is Bianca and I am from Vienna. I have

completed my apprentice-ship and am happy to start

working full-time.

I am John. I was born in California. I enjoy foreign

languages and I am lookingfor a job where I can use my

language skills.

Yes. I have worked three years at a top company in Austria.

Yes. I have had extensive training and two years experience on the job.

I decided to become a programmer because I have

always liked computers.

I always wanted to be in thebanking business because

I love money!

I would not change anything in my life.

I am happy where I am.

I would live it just like I did.Our experiences make us

who we are, and they havemade me the perfect person

for the job.

You should hire me because I have the skills you are

looking for and I am motivated and dedicated.

My experience speaks for itself, I am a true team player, and I am sure I would be an asset to

your company.

I think to be successful in this career you need to

have very good communication skills.

I think it takes a lot of hard work to be successful

in this career.

In ten years time I would like to be in a middle

management position.

In ten years I want to still be in a job that I find

interesting and challenging.

My organizational skills are my greatest strength. At my previous company I

was responsible for organizing all of my bossesmeetings and travel plans.

I would say my greatest strength is my

communication skills. I amvery good with people and

at explaining things.

I have played soccer since I was kid, so I know how

important teamwork is. Yes, I am a team player.

Yes, I am a team player, but I also work well alone.

UNIT 4

44

I think your company can offer me a challenge as well

as the freedom to work independently.

I think traveling would be agreat opportunity to use my

language skills.Yes, I am willing to travel.

I see conflict as an opportunity to work

together for a common solution.

My education was very good. As an apprentice I

had a lot of hands-on experience.

Aside from the skills I learned in my courses,

school also helped me to develop my organizational

skills and taught me to budget my time.

Your company is one of the leaders in the field and isknown for its innovative

ideas.

Well, I know that you are ayoung dynamic company

looking for motivated employees like myself.

I have always been impressedby your company and wouldbe proud to be a member of a team that delivers such

great products.

My greatest weakness is probably that I am a bit of a perfectionist. I like to do a good job and sometimes

that takes time.

I would say my weakness isthat I tend to expect others to show the same dedication

to their work that I do.

I find the best way to deal with conflict is

to communicate.

▲

45



analytical skills analytische Fähigkeitenappearance AussehenAs you may have read in Wie Sie in meinem my resume, I... Lebenslauf entnehmen

können...asset Kapitalat my previous company... bei meiner vorherige

Firma...challenge Herausforderungcommitted engagiertcommunication skills kommunikative

Fähigkeitencompany profile Firmenprofilconflict Auseinandersetzungcrucial entscheidenddeadline Abgabetermin/Stichtagenthusiastic enthusiastischfast-paced hektischfirst impression der erste EindruckGiven the chance Falls ich die ChanceI am sure that... bekomme, bin ich mir

sicher, dass...go-getter Mensch mit Tatendranghard-working fleißighonest ehrlichI am certain that... Ich bin mir sicher, dass...I am looking for... Ich suche...I appreciate (team work) Ich schätze (Teamwork)I believe... Ich glaube... (meine(my skills fit the job) Fähigkeiten passen genau

zu der Stelle)I desire a position that... Ich möchte eine Stelle,

die...I have had extensive Ich bin gut ausgebildet training in... in...

I possess... (excellent Ich besitze...communication skills) (exzellente Kommunika-

tionsfähigkeiten)I would be happy to Ich gebe Ihnen gernprovide you with .... weitere Informationen.independent selbstständig,

unabhängigindividuality Individualitätmotivated motiviertopen door policy Politik der offenen Türorganizational skills organisatorische

Fähigkeitenoutgoing kontaktfreudigpeople skills soziale Kompetenzproblem solving skills Problemlösungs-

fähigkeitenquick learner schnelle Auffassungsgabequick thinker gute Kombinations-

fähigkeitsuitable/appropriate angemessen/geeignet/

passendteam player teamfähigto budget your time Zeit einteilento handle bewältigento hire einstellento prepare vorbereitento provide an example ein Beispiel gebento seize the opportunity die Möglichkeit ergreifento set apart hervorhebento wrap up zu Ende bringenwant ad Jobinseratwell-groomed gepflegtwilling to travel reisebereitwork well under pressure kann unter Druck

arbeiten

Wordlist

▲

CD Script – The interview

Kingsbury: Ah hello. You must be Bianca.

Bianca: Yes, good morning.

K: Have a seat!

B: Thank you!

K: So Bianca, tell me a little bit about yourself.

B: Well, as you know I am from Vienna, Austria. I attended the vocational school for freight forwarders

and have three years experience at a top shipping company. I like languages and travel and am a

real team player, and I think these qualities should fit right in at your company.

K: Well, we’ll see. What attracted you to our company?

B: Well, your company is a world leader in logistics. You offer shipping by land, sea and air. My

previous job brought me into contact with a lot of other freight forwarding companies, and Titan

Services is big enough for me to put those contacts to good use. I think working on an international

scale in a dynamic company like yours will also be very interesting.

K: Yes, we are quite busy. How do you work under pressure?

B: They may say that we Austrians are easy-going, but when it comes to freight forwarding we really

know how to work. Austria is at the center of Europe. There are many new markets opening to the

East too. It is very busy, but I like that. It keeps me on my toes.

K: Sounds good. We will certainly keep you on your toes here!

What would you say is your greatest strength?

B: I guess it would have to be my courage and confidence. Not everyone would fly to another country to

find a job. This courage also helps me to make independent decisions and seize opportunities.

K: You sound like a real go-getter. Where do you see yourself in ten years?

B: I hope to be a logistics manager at an international logistics company like yours. I would like to take

on more responsibility. I think it would be an interesting challenge to head a small team.

K: Sounds good. Well I think that just about wraps it up.

We will contact you next week. Do you have any questions before we finish?

B: Yes. I wanted to ask you about the systems you use.

K: Well, we use the... (fade out)

UNIT 4

46

ENGLISH AT WORK II2

2

Impressum


Bundesministerium



www.bmwa.gv.at



http://wko.at












Die Herausgeber danken der Battenfeld Kunststoffmaschinen GmbH für die Zurverfügungstellung von Text- und Bildmaterialien.


Im Rahmen der


3


PART 2: IN THE OFFICE

▲

TABLE OF CONTENTS

PART 1: ENGLISH FOR THE GLOBAL MARKETUnit 1: Looking for a job 4 – 13Unit 2: Applying for a job 14 – 23Unit 3: At the airport 24 – 33Unit 4: The Interview 34 – 46




PART 1: ENGLISH FOR THE GLOBAL MARKET1. Unit 2: The Follow Up 212. Unit 3: At the Airport 243. Unit 3: Customs and Immigration 284. Unit 3: The Taxi 295. Unit 4: The Interview 40



UNIT 1

4

1 WHO’S CALLING?

Our company has always been a trend setter in developing innova-tive process technology. We respond to the market’s needs for high-quality, reliable and user-friendly injection molding machines,paying special attention to application-oriented collaboration andquick, comprehensive customer support.

We help our customers to implement their productideas! This includes collaboration in the areas of product and mold design as well as choosing and opti-mizing the process to suit the application; in short wetake care of all details relevant to economic success inmanufacturing injection molded plastics components.

Being a good partner for our customers is always ourfirst priority.

▲

Headline:

Headline:

1. Auto industry parts

Read the two texts on the previous page. You have the choice between two headlines. Decide which headline goes with which text. Write it in the empty space above the text.

(a) Saudi to develop auto parts industry (b) Process technology is the key factor

2. What is made of plastic in a car?

Tick those accessories in a car which are made of plastic/plastic components. The correct solution will giveyou a key word and will show you what you can produce with an injection molding machine.

� P bumpers� E windows� L headlights� A door handles� K motor� S steering wheel� T mirrors� A seats� I gear stick� C handbrake handle Solution: ___________________________________

3. Mohammed Musni Zaki calling

Listen to the CD and answer the following questions.

(a) Where is the caller calling from?

(b) Who does the caller want to speak to?

(c) Where have they met before?

(d) What will happen after the telephone call?

Compare your results with a partner.

5


PART 2: IN THE OFFICE | UNIT 1: WHO’S CALLING?

UNIT 1

6

4. This is Melinda speaking

(a) Listen to the CD again and tick the phrases you hear in the left box.

✔ Who says what?

(This is) … speaking.

Can I help you?

Who is speaking, please?

The line is very bad, can you speak up, please?

I would like to speak to …

Could you connect me, please?

Hold on, I’ll put you through.

Nice to hear from you.

Thanks for calling and have a nice day!

(b) Listen again and find out who says what. Fill in M for Mohammed Musni Zaki, R for receptionist and K for Gerda Kartinger in the right box.

5. On the phone

Read the following text and think about how you act on the phone. Make a tick in the squares for thosethings you already do. What did you not tick? Do you think it is important for making a phone call?

The telephone is one of the most widely used and yet one of the most feared instruments of our daily lives. It is the front of every organization, and the person who answers the phone is the very first contact the callerhas with that organization. So it is very important indeed to answer the telephone correctly!

Remember to

� have pad and pencil at hand.

� say ‘Good morning/evening/afternoon’.

� identify your place of work.

� add: ‘Can I help you?’

� repeat the most important parts of the call.

� use the caller’s name when you learn it.

� finish the call politely.

7



6. Can you spell that?

(a) Here are a number of phrases and idioms that are only used when telephoning. There are some important differences to everyday English. Look at the phrases below and sort them into the grid on the next page.

■ Bank of England. Good morning/afternoon/evening. What can I do for you?

■ Can you hold the line?

■ This is Melinda Müller speaking from Battenfeld, Austria.

■ Can you hold on a moment please?

■ May I speak to Mr. Sephton, please?

■ Just a moment, I’ll put you through to the Marketing Department.

■ Oh, isn’t this MacMillan’s Publishers? I’m sorry I must have got the wrong number.

■ I’m afraid I didn’t quite catch what you just said.

■ May I ask who’s calling, please?

■ Could you give me your name again, please?

■ Could you possibly speak more slowly?

■ Could you spell that?

■ Can you give me the reference/order number?

■ I’d like to speak to somebody about …

■ Could you put me through to Mrs. Cooper, please?

■ I’m afraid this isn’t the number you wanted.

■ He is in a meeting right now. He will be back at around 4 o’clock.

■ What time could I reach him/her?

■ Could we call you back within the hour?

■ I will send you a fax.

■ Could you please repeat what you just said?

■ Can I have extension 321?

■ The line is busy at the moment.

UNIT 1

8

Introducing yourself Asking who is on the telephone

To avoid misunderstandings When you are in trouble

How to reply when someone is not available Wrong number

Asking for someone Connecting someone

9



(b) SELFTEST How good are you already? Below you find a random choice of typical situations you may encounter when receiving/making a tele-phone call in English. How many of the ten sentences can you answer correctly? Check your results andsee how good your English is.

A) Darf ich fragen wer spricht?

B) Hier spricht Lisa Fitzgerald.

C) Ich möchte mit jemandem sprechen bezüglich …

D) Er ist gerade in einer Besprechung. Er wird um vier Uhr wieder im Büro sein.

E) Könnten Sie bitte etwas langsamer sprechen?

F) Können Sie mir eine Bestellnummer nennen?

G) Einen Moment, ich verbinde Sie in die Marketingabteilung.

H) Könnten Sie das nochmals wiederholen?

I) Könnten Sie das buchstabieren?

J) Können Sie einen Moment am Telefon bleiben?

How many of the ten did you get right?10 – 9 Congrats! Impressive! You seem to be an expert on the telephone.8 You did very well! It shows you have ample experience.7 Not bad, really! But you could do even better if you practiced a little.6 Good, you passed! But do you really have enough phrases to deal with a phone call? You might

feel uncomfortable when you have to speak to someone on the phone in English, but with somemore practice you will be a pro!

5 You could use more training in telephone language. Go back and look at the phrases on the previous pages and try the test again!

UNIT 1

10

7. Can I help you?

Connect the parts of the sentences to make twelve typical phrases you might hear/need to say in a business call.

1. Can I help � �

2. What can I do � �

3. Could I ask � �

4. Can you hold � �

5. Can I get � �

6. Can you read that � �

7. Can you call me � �

8. I’ll get on � �

9. I’ll see what � �

10. I don’t normally deal � �

11. I’ll need to check � �

12. Right, I’ll wait � �

8. Call me

With a partner (one is the caller and the other receives the call) work out a short telephone conversationusing at least six of the above phrases. The situation is as follows: You want to speak to Ms. Braun about the offer you sent two weeks ago, say who you are, who you want tospeak to and what you want.

Role play

A:

B:

A:

B:

A:

B:

A:

B:

a. who’s calling please?b. back within the hour?c. that against the computer.d. back to you on that?e. with this, actually.f. I can do. g. to hear from you, then.h. you?i. back to me?j. on for a moment, please?k. to it right away.l. for you?

11



9. Spelling

(a) Do you know all the letters of the alphabet in English? Work with a partner. Say them and let your partner check and help you.

(b) Can you say the following in English? Work with a partner. To verify whether this has been said correctly listen to the CD.

(c) Say these numbers

(d) Say these fractions, decimals, percentages, PO numbers ...

(d) Work with a partner. Each of you shoud think up four difficult names and write them down here below. Now spell them to your partner who writes them down. Then compare and see if you got them right.

Write your names here: 1. ...........................................................................................

2. ...........................................................................................

3. ...........................................................................................

4. ...........................................................................................

Write the names dictated to you by your partner here:

1. ...........................................................................................

2. ...........................................................................................

3. ...........................................................................................

4. ...........................................................................................

VAT JRH GAP TWA IAEA HAIE

■ 13

■ 74

■ 30

■ 250

■ 17

■ 2,500

■ 71

■ 1,060

■ 18

■ 55,555

■ 80

■ 25,002

■ 47

■ 0

■ 1/2 ■ 1/3 ■ 1/4 ■ 15 % ■ 1.2 m ■ 12-454 ■ 33/044

▲▲

UNIT 1

12

Aims and objectivesIn this unit the learners■ read a technical text and a web text about the plastic industry and identify headlines for both■ listen to a telephone conversation and find relevant pieces of information■ use typical phrases in a telephone conversation■ practice spelling of numbers and names

Answers1. Auto industry parts – Text 1 + b, Text 2 + a2. What is made of plastic in a car? – PLASTIC3. Mohammed Musni Zaki calling(a) Saudi Arabia; (b) Mrs. Kartinger, the sales manager; (c) at the International Trade Fair AAME in Riyadh; (d) Mrs. Kartinger will send an offer by e-mail and additional material by DHL

4. This is Melinda speaking✔ (This is) ..... speaking. M

Can I help you?✔ Who is speaking, please? R✔ The line is very bad, can you speak up, please? R✔ I would like to speak to … M✔ Could you connect me, please? M✔ Hold on, I’ll put you through. R✔ Nice to hear from you. K✔ Thanks for calling and have a nice day! K

(b) A) May I ask who’s calling? B) This is Lisa Fitzgerald speaking. C) I would like to speak to someone regarding .... D) He is in a meeting right now. He will be back at around 4 o’clock. E) Could you possibly speak more slowly? F) Couldyou give me the order number? G) Just a moment, I will connect you to the marketing department. H) Could you please repeat what you just said? I) Could you spell that? J) Could you hold the line, please?

7. Polite language on the phone1 h, 2 l, 3 a, 4 j, 5 d, 6 i, 7 b, 8 k, 9 f, 10 e, 11 c, 12 g

6. Can you spell that?(a) Introducing yourself: - Bank of England. Good morning/afternoon/evening.What can I do for you?

- This is Melinda Müller speaking from Battenfeld,Austria.

Asking who is on the phone: - May I ask who’s calling please?- Could you give me your name again please?Asking for someone:- May I speak to Mr. Sephton, please?- I’d like to speak to somebody about …- Could you put me through to Mrs. Cooper, please?- What time can we reach him/her?- Can I have extension 321?Connecting someone:- Can you hold the line?- Can you hold on a moment, please?- Just a moment, I’ll put you through to the Marketing Department.

How to reply when someone is not available: - He is in a meeting right now. He will be back at around4 o’clock.

- What time could I reach him/her?- The line is busy at the moment.Wrong number:- Oh, isn’t this MacMillan’s Publishers? I’m sorry I must have got the wrong number.

- I’m afraid this isn’t the number you wanted.To avoid misunderstandings:- I’m afraid I didn’t quite catch what you just said.- Could you spell that?- Can you give me the reference/order number?- Could you please repeat what you just said? When you are in trouble:- Could you possibly speak more slowly?- Could we call you back within the hour? - I will send you a fax.

▲▲

13



Wordlist

CD Script – Mohammed Musni Zaki calling

Receptionist: Battenfeld, Sie sprechen mit Melinda Müller. Was kann ich für Sie tun?Musni Zaki: (bad line) Hello, this is Saudi Car Corporation, Mohammed Musni Zaki speaking.

I would like to speak …R: Hello?... Sir? I am sorry the line is very bad, can you speak up, please? Who’s speaking, please?M: Hello? Yes, … name’s Mohammed Musni Zaki from Saudi Car Corporation.

I would like to speak to your sales manager, Mrs. Kartinger. Could you connect me, please?R: Well, yes, certainly. Hold on, I will put you through.M: Thank you.Gerda Kartinger: Gerda Kartinger, Hallo?M: Mrs. Kartinger, this is Mohammed Musni Zaki speaking from Saudi Car Corporation. We met at the

International Trade Fair AAME in Riyadh earlier last year and discussed your injection molding technology systems at your stand.

K: Oh hello, … yes, of course, Mr. Musni Zaki, nice to hear from you. How are you? Have you thought about our offer?

M: Well, that’s exactly why I’m calling. The company management has given green light for the new production unit as we discussed at the fair and I would be much obliged if you could now send me an offer for the HM 400 Injection Molding Machine and additional material if you have any, you mentioned a video then …

K: With pleasure. I will make sure our offer will reach you before the end of this week by e-mail, andsupplementary material by DHL. I will also make sure you get the video and our catalogues as wellas product samples. … We hope for a favorable decision then …

M: Thank you. I’ll wait for your e-mail and we’ll be in touch. K: Right. Thanks for calling and have a nice day! Bye.

a stand Messestandaccessories Zubehörample vielfältig, umfassendbumpers Stoßstangecomponents Teile, Komponentencomprehensive umfassendcongrats (short for congratulations) Gratulation, Glückwünschecustomer support Kundenbetreuungeconomic success wirtschaftlicher Erfolgfair Messefavorable günstig, vorteilhaftgearstick Schaltknüppelhandbrake Handbremseheadlights FrontlichtI would be obliged if Ich wäre Ihnen

verbunden wenn …I’m afraid Ich fürchte, …injection molding Spritzgießtechnikoffer (noun, verb) Angebot, anbietenprocess technology Verfahrenstechnikproduct samples Produktmusterproduct/mold design Produktdesign/

Formgestaltung

production unit Produktionsliniereliable verlässlichsales manager Verkaufsleitersteering wheel Lenkradsupplementary zusätzlichthe line is very bad die Verbindung ist sehr schlecht to do business with mit jemandem

Geschäfte machento exceed überschreitento give green light grünes Licht gebento hold on Apparatto hold the line bleiben Sie dran/

bleiben Sie am Apparatto implement anwendento leave a message eine Nachricht hinterlassento meet a demand die Nachfrage befriedigento optimize verbessernto put someone through jem. durchstellento rely on sich auf jemanden verlassento reveal enthüllento speak up lauter sprechenuser-friendly anwenderfreundlichvehicle components Autoteilewithin the hour noch in dieser Stunde

UNIT 2

14

2 YOURS SINCERELY

▲

15


PART 2: IN THE OFFICE | UNIT 2: YOURS SINCERELY

1. Dear Mr. Musni Zaki

(a) Read the following statements which refer to the letter on the previous page. Decide whether they are true (T) or false (F).

(b) Can you put the false statements right?T F

1) The letter is addressed to Gregor Giebel.

2) There has been no previous contact between the two companies before this letter.

3) An offer for an injection molding machine is enclosed.

4) Before an order can be placed there is need to discuss further details.

5) Additional material, i.e. catalogues and product samples, has been sent by DHL.

2. Parts of a business letter

There are several main sections that are consistent with every business letter format. When writing a business letter, be sure to include all these components. Draw lines and match the corresponding description with the respective letter section.

letter heading �

inside address �

salutation �

body of the letter �

complimentary close �

your typed name �

your signature �

special notes �

It is common with every business letter format. It contains your address and the date of writing.

It appears two lines below the inside address.

Use it to explain the situation and to make your request or response.Make sure it is done in a straightforward and concise manner.

It includes the name of the addressee, that person’s title or office, the name of the company or institution, and the full address.

In all business letters, there are usually four lines between the complimentary close and the typed name as you intend to sign it

It is inserted three lines below the last line of the body. The most common formulas are: Sincerely, Sincerely yours, Yours truly, Yours sincerely.

It is the last element on the page, always flush left. It includes com-mon notations to indicate: carbon copies, enclosed documents, etc...

Always use blue or black ink. Match your signature and your typed name.

�

�

�

�

�

�

�

�

UNIT 2

16

3. Name it!

Go back to the letter on page 14 and name the respective parts of the letter by writing the correct description next to the letter part.

4. Make sure you get it right!

Letter-writing is an essential part of business. In spite of the ever growing importance of telephone and electronic mails, letters are still as important as ever as evidence of an arrangement or a contract, and musttherefore be written with care. This is even more important when you write a letter in a foreign language.You will find a few guidelines below. Read through them and then complete the following exercises.

Work with a partner and see how much you know about the formal part of letter writing. If you are not sure consult the text above. Compare your answers in pairs.

(a) Dates – write them out in a correct form for a business letter.

4.5.06 2/7/2005 2006-08-03

Addresses (how to write the address)Mr./Ms. first name last name (or company name)Street number street nameCity Postal Code

DatesDates can be written in different ways

11 September 2006 (probably the simplest and clearest of all the forms used)11th September 2006September 11, 2006 (Americans put the name of the month first)

Note: Never use just numbers – 11.9.02, for example. In Europe this always means 11 September, but in America it can mean 9 November.

Salutation and complimentary closeYou start a letter with a salutation and finish it with a complimentary close: To a firm (contact person unknown) Dear Sir or Madam Yours faithfullyTo a person Dear Mr. Fox Yours sincerelyYou use Mr. to address a man and Ms. for a woman.

Special notesEncl. shows that you have put something else in the envelopeCc shows that you have sent a copy of the letter to someone else

17



(b) Which of these salutations should be used to address a man, a woman, a company where the contact person is not known?

(a) Dear Mr. ______________________________ (c) Dear Ms. ______________________________

(b) Dear Sir or Madam, _____________________

(c) Find the matching complimentary close for these salutations and connect them by drawing lines.

(A) Dear Ms. Jordan � � Yours faithfully(B) Dear William � � Yours sincerely(C) Dear Sir or Madam � � With best regards

(d) How do you show that you have

(A) included something in an envelope?(B) sent a copy of the letter to someone else (in the company)?

(e) Find the mistakes in the following addresses and correct them by writing it out correctly.

Ms. Hunter Fiona

123 Cromwell Road

London SW7 4ET

Mr.

Charles Chapman

109 Bay Walk

Carson City NV 89710

Peters Inc.

Ogden UT 84401

324 25th Street

Los Torros Motel

110 Mission Bay Drive

CA 192108

San Diego

Mountain Bikes Ltd

12 Avonmouth Road

BR7 8KL Bristol

UNIT 2

18

5. How to say it in a business letter

(a) Below, you will find typical phrases for an offer, though sentences have been cut into two parts. Find the matching parts to make it a meaningful sentence and connect them by drawing lines.

We are pleased to quote you � � are as follows:

As requested we enclose � � interest in our products.

Our terms of delivery and terms of payment � � the following price (excluding VAT) for ourinjection molding machine:

Thank you for � � herewith our catalogue and latest price list.

Should you need any further information � � for (orders over 400 units).

We are pleased about your � � your enquiry of 7 June.

We can offer a 30% trade discount � � please do not hesitate to contact us.

(b) The above phrases make quite a good outline for a simple offer letter. However, they got mixed up. Sort them out and rewrite them in the correct sequence.

19



6. Business letter BINGO

Have you ever played BINGO? No? Try it – you will have fun!

This is how it works: From the following words and phrases choose nine and write them on your BINGO Card. Then cut up the BINGO cards below and take turns in drawing a card. Say loud what’s written on it. If you have that phrase/word on your card cross it out.

The one who has three crosses in a row on his/her card says BINGO and is the winner.

YOUR BINGO CARDS

letter head salutation our terms of delivery are

complimentaryclose enclosure

Thank you for your

enquiry of …inside address postal code as follows our catalogue

and price list

Dear Sir or Madam, Dear Mr. Fox, Yours

sincerely,Yours

faithfully,With best regards,

offer as requestedWe are pleased

to quote as follows:

We enclose … our terms of payment are

▲▲

UNIT 2

20

Aims and objectivesIn this chapter the learners■ work on basics of letter writing (formatting, address, date etc.) in English. ■ deal with offers and typical phrases in offers. ■ draft an offer letter with given phrases.

Answers1. Our offer: a) 1 = F, 2 = F, 3 = T, 4 = T, 5 = T

b) 1 = addressed to Mohammed Musni Zaki2 = Company representatives have spoken on the telephone before.

2. Parts of a business letter

letter heading �

inside address �

salutation �

body of the letter �

complimentary close �

your typed name �

your signature �

special notes �

4. Make sure you get it right(a) Dates4.5.06 2/7/2005 2006-08-034 May 2006 2 July 2005 3 August 20064th May 2006 2nd July 2005 3rd August 2006

(b) Mr. = man, Ms. = woman, Dear Sir and Madam = a company where the contact person is not known(c) Dear Ms. Jordan + Yours sincerely, Dear Sir or Madam + Yours faithfully, Dear William + With best regards(d) (A) enclosure (B) cc

It is common with every business letter format.

It contains your address and the date of writing.

It appears two lines below the inside address.

Use it to explain the situation and to make your request or response.

Make sure it is done in a straightforward and concise manner.

It includes the name of the addressee, that person’s title or office,

the name of the company or institution, and the full address.

In all business letters, there are usually four lines between the

complimentary close and the typed name as you intend to sign it

It is inserted three lines below the last line of the body.

The most common formulas are: Sincerely, Sincerely yours,

Yours truly, Yours sincerely.

It is the last element on the page, always flush left. It includes com-

mon notations to indicate: carbon copies, enclosed documents, etc...

Always use blue or black ink.

Match your signature and your typed name.

�

�

�

�

�

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�

�

21



(e) Correct addressesMs. Fiona Hunter Los Torros Motel123 Cromwell Road 110 Mission Bay DriveLondon SW7 4ET San Diego CA 192108

Mr. Charles Chapman Mountain Bikes Ltd109 Bay Walk 12 Avonmouth RoadCarson City NV 89710Bristol BR7 8KL

Peter Inc.324 25th StreetOgden UT 84401

5. How to say it in a business letter (a) and (b)

We are pleased to quote you � � are as follows:

As requested we enclose � � interest in our products.

Our terms of delivery and terms of payment � � the following price (excluding VAT) for our injection molding machine:

Thank you for � � herewith our catalogue and latest price list.

Should you need any further information � � for (orders over 400 units).

We are pleased about your � � your enquiry of 7 June.

We can offer a 30% trade discount � � please do not hesitate to contact us.

Wordlist

▲as requested wie verlangtavailable options verfügbare Möglichkeitencarbon copy Durchschlag, Kopiecommon with üblich beicomplimentary close Grußformelconcise umfassendenclosed in der Beilageenclosure Beilageenquiry Anfrageflush left linksbündigfurther information weitere InformationI take pleasure in sending … Ich freue mich …

zu übersendeninside address Empfängeranschriftletter heading Briefkopfoffer (noun, verb) Angebot, anbietenpostal code Postleitzahlrequest eine Anfrage, Bitte

response Antwortsalutation Anredesamples Produktmusterspecial notes Vermerkestraight-forward direktterms of delivery Lieferbedingungenterms of payment Zahlungsbedingungento hesitate zögernto intend beabsichtigento quote anbietenunder separate cover in getrennter Postunit Einheit, Stückwe are pleased to offer you … wir freuen uns Ihnen …

anbieten zu können.your enquiry of 7 June Ihre Anfrage vom 7. Juniyours faithfully Hochachtungsvollyours sincerely Mit freundlichen Grüßen

▲

UNIT 3

22

3 WE LOOK FORWARD TO DOING BUSINESS WITH YOU

1. Our experience will be at your service

(a) Before a contract can be finalized various types of correspondence will be exchanged. Some will be necessary only if contract agreements are not fulfilled, others may be substituted by telephone discussions/personal meetings. You will find a complete list of typical business letters below. Put themin a meaningful sequence by numbering them 1 – 9 and then decide what type of letter the above is.

� order � enquiry � order confirmation

� offer � complaint � invoice

� delivery note � first reminder � final demand

23


PART 2: IN THE OFFICE | UNIT 3: WE LOOK FORWARD TO …

(b) Read through the letter on the previous page. Decide whether the following statements are true or false. (write here true or false)

T F1) The customer has visited his business partner for detailed technical

discussions to finalize the contracting.

2) The total price also includes cost of training.

3) The vendor offers a maximum of one year guarantee after start-up of the machine.

4) Payment is to be made in three installments

2. Terms of delivery

(a) Below, you will find various terms of delivery and terms of payment. Sort them out and connect what belongs together.

� FAS by lighter to SS Orient, Port of London Terms of delivery � � CIF Trieste

� Payment by bank draftTerms of payment � � Ex works Kottingbrunn

� Bank transfer� Letter of credit valid until 15 September. � DDU (delivery duty unpaid) Riyadh

(b) INCO Terms – from the list below find what the following abbreviated INCOTERMS stand for. Write them in full (both in German and English) underneath the abbreviated terms.

A) EXW

B) CIF

C) CFR

D) DDU

E) DDP

UNIT 3

24

3. How to say it

(a) In the following table you can find phrases for orders and order confirmation letters. The sentences are cut in half. Find the matching parts.

Thank you for your � � offer of 1 July.

We would like to place an order � � to your price list dated 10 January.

Prices are according � � for a dozen cartons of item 1245 in Ice Blue and Irish Moss.

As agreed in our telephone � � order for 5,000 units CIF Trieste.conversation, prices will be US$ 6.20 per

We are placing an � � be made by bank transfer.

We would like to confirm � � item less the usual 3% trade discount.that payment

We suggest payment by � � letter of credit.

As agreed, payment will � � is to be made with ten days of receipt of order.

The goods have to � � reach us in the course of next week.

Delivery must be made before � � delivered within two weeks.

The goods have to be � � the end of the month.

Your early attention to this order � � will be appreciated.

(b) Below, you will find a simple model order. Fill in the words from the box where they belong.

Thank you for your letter of 20 August and the ............. catalogue. Your Mr. J. Needham called on us afew days ago and left a range of ............ We think articles of this quality will find a ready market hereand we are prepared to order the following as a .................

10 Angela evening bags catalogue no 520 Veronica beauty boxes catalogue no 1750 Gloria handbags catalogue no 34a

Prices are as per your price ........... dated June 2006, minus an introductory .................... of 10% agreedon with Mr. Needham.We hope to receive our ........................... very soon and look forward to doing further ........................with you in ....................... .

1) Business 5) samples8) trial order 7) future

6) discount4) list

3) new2) consignment

25



4. Can you place an order?Draft an order using the phrases from the previous exercises. The situation is as follows:

Sie schreiben am 7. Mai eine Bestellung für das Restaurant The Magic Soper, Chestnut Lane, Saffron Walden, Essex CB 11 3DP, UK. Die Bestellung geht an Kühne & Söhne, Berggasse 27, 3350 Langenlois.Inhalt sinngemäß: Danke für das Angebot vom 3. März dJ. Da die Kostproben sehr zufrieden stellend waren und man von den guten Absatzchancen von österreichischen Weinen in England überzeugt ist, erfolgt folgender Probeauftrag: 50 Flaschen Veltliner € 5,20/Flasche100 Flaschen Muskat Ottonel € 6,50/Flasche100 Flaschen St. Laurent € 7,30/FlascheLieferung bis spätestens 1. Oktober. Bezahlung mittels Banküberweisung. SchlusssatzUnterschreiben Sie mit Ihrem Namen.

UNIT 3

26

5. Green light to go ahead

........................................ (inside address)

........................................

........................................

........................................

5 July 2006

DOWN PAYMENT INVOICE – ORDER NO. .............................. (ORDER NUMBER)

Dear Sirs,

.......% down payment for (item purchased)

Total package price: EUR 104,000.00

DOWN PAYMENT AMOUNT € ...............................

Payable after receipt of this down payment invoice to Volksbank Wiener Neustadt, account no 234-566-7890.

Yours faithfully,

BATTENFELDKunststoffmaschinen Ges.m.b.H

Martin Scheck

(a) What type of correspondence is this? ___________________________________

(b) As you can see there are parts missing – complete the letter by consulting previous correspondence for the missing pieces of information.

27



6. Order confirmation – word search

17 words are hidden in this word search – can you find them?

bank draft consignment deliverydiscount down payment duty unpaidenquiry ex works freightinsurance letter of credit offerorder samples start uptrial warranty

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▲▲

UNIT 3

28

Aims and objectivesIn this unit the learners■ work with typical phrases in an order and order confirmation.■ extract relevant information from a business letter.■ finalize a down payment invoice by inserting missing information from previous correspondence.

Answers1. Our experience will be at your service(a) 1. enquiry, 2. offer, 3. order, 4. order confirmation, 5. delivery note, 6. invoice,

7. complaint, 8. first reminder, 9. final demand(b) 1 = true, 2 = false, 3 = true, 4 = false

2. Terms of delivery� FAS by lighter to SS Orient, Port of London

Terms of delivery � � CIF Trieste

� Payment by bank draft

Terms of payment � � Ex works Kottingbrunn

� Bank transfer

� Letter of credit valid until 15 September.

� DDU (delivery duty unpaid) Riyadh

(b) A) EXW – Ex works, ab Werk; B) CIF – Cost, Insurance and Freight (named port of destination), Kosten, Versicherung und Fracht; C) CFR – Cost and Freight (named port of destination), Kosten und Fracht; D) DDU – Delivered Duty Unpaid (named place of destination), Geliefert unverzollt; E) DDP – Delivered Duty Paid (named place of destination), Geliefert, Verzollt

3. How to say it(a) Thank you for your offer of 1 July. We would like to place an order for a dozen cartons of item 1245 in Ice Blue and

Irish Moss. Prices are according to your price list dated 10 January. As agreed in our telephone conversation priceswill be US$ 6.20 per item less the usual 3% trade discount. We are placing an order for 5,000 units CIF Trieste. We would like to confirm that payment is to be made within ten days of receipt of order. We suggest payment byletter of credit. As agreed, payment will be made by bank transfer. The goods have to reach us in the course ofnext week. Delivery must be made before the end of the month. The goods have to be delivered within two weeks.Your early attention to this order will be appreciated.

(b) Model order letterThank you for your letter of 20 August and the new catalogue. Your Mr. J. Needham called on us a few days agoand left a range of samples. We think articles of this quality will find a ready market here and we are prepared toorder the following as a trial order. 10 Angela evening bags catalogue no 520 Veronica beauty boxes catalogue no 1750 Gloria handbags catalogue no 34a

Prices are as per your price list dated June 2006, minus an introductory discount of 10% agreed on with Mr. Needham. We hope to receive our consignment very soon and look forward to doing further business with you in future.

29



4. Can you place an order?

UNIT 3

30

5. Green light to go ahead

(a) Invoice (in this case down payment invoice)

(b)

SAUDI CAR INDUSTRIES CORPORATION P.O. Box 15Jubail Industrial City 31961SAUDI ARABIA

5 July 2006

DOWN PAYMENT INVOICE – ORDER NO. 123456789

Dear Sirs,

20% down payment for HM 400/130 UNILOG B4 injection molding machine

Total package price: EUR 104,000.00

DOWN PAYMENT AMOUNT € 20,800.00

Payable after receipt of this down payment invoice to Volksbank Wiener Neustadt, account no 234-566-7890.

Yours faithfully,

BATTENFELDKunststoffmaschinen Ges.m.b.H

Martin Scheck

▲

31



Wordlist

a dozen ein Dutzendbank draft Wechselbank transfer Überweisungcomplaint Beschwerde, Reklamationconsignment Lieferungdelivery note Versandbenachrichtigungdown payment invoice Teilzahlungsrechnungduty unpaid Zoll nicht bezahltenquiry Anfragefinal demand Letzte Mahnungfirst reminder Erste Mahnunggeneral conditions of supply and delivery Allgemeine Geschäftsbedingungenguarantee Garantieinstallment Rateninsurance paid Versicherung bezahltintroductory discount Einführungsrabattletter of credit Akkreditivoffer (verb,noun) Angebot, anbietenorder Bestellung, Auftragserteilungorder confirmation Auftragsbestätigungpayable after receipt of zahlbar nach Eingang von …payable to zahlbar anrange of samples eine Reihe von Kostproben, Musternready market ein Markt mit guten Absatzmöglichkeitenreceipt of order Auftragseingang, Bestellungseingangstart-up of the machine Inbetriebnahme der Maschineto call on someone jemanden besuchento countersign gegenzeichnento finalize abschließen, fertig stellento suggest vorschlagentrial order Probeauftrag, Probebestellungvendor Verkäufer

▲

UNIT 4

32

4 WOULD YOU LIKE TO LEAVE A MESSAGE?

1. Order No 123456789 – The machine is ready for shipment

(a) Look at the headline, the photo and the phrases in (b) below. What do you think the telephone conversation will be about? Write two sentences with your guess below.

Now listen to the telephone conversation and see whether you guessed right!

(b) Listen again to the recorded telephone conversation, decide whether the following statements are true orfalse and mark them T or F in the box next to the sentence.

T F

(1) Mrs. Kartinger from Battenfeld cannot be connected to Mr. Musni Zaki.

(2) Mustafa Jamail can take a message for Mr. Musni Zaki.

(3) The injection molding machine will be shipped tomorrow.

(4) Battenfeld will send technicians to assemble the machine in Saudi Arabia.

(5) A written delivery note will be e-mailed.

(c) Listen again and tick those phrases you hear in the dialogue.

✔ Who says what?

He is not in the office right now.

Can I ask him to ring you back?

Could you take a message for …?

Could you tell him please that …

Can … call me back?

Can I call back in the afternoon?

Would you like to leave a message?

I have jotted it all down.

I will ask him to get back to you as soon as possible.

33


PART 2: IN THE OFFICE | UNIT 4: WOULD YOU LIKE TO LEAVE A MESSAGE?

(d) Listen again to the telephone conversationand indicate the speaker using R for receptionist, K for Gerda Kartinger and J for Mustafa Jamail.

(e) Listen one more time: Imagine you areMustafa Jamail. You have to take the message. What would it read? Write it on the message pad on the right.

(f) Work with a partner – he is MohammedMusni Zaki. Tell him about the telephonecall from Battenfeld. Explain in more detail (but based on yournotes) what Gerda Kartinger has informedyou about.

2. Would you like to leave a message?

From the given phrases decide which would be appropriate in what situation and write them in the space underneath.

I am afraid he/she is not in at the moment. // Could you ask her to ring me back? // When will he be back/available? // Can I call back later/in the afternoon? // I’ll get Mr. M. to call youback. // Would you like to leave a message? // Can I take a message for him? //I can ask him to get back to you as soon as possible. // I will ask him to ring you back.

(a) Sie werden ihn bitten, so bald als möglich zurückzurufen.

(b) Sie wollen wissen, wann er erreichbar sein wird.

(c) Sie fragen, ob sie später nochmals anrufen können.

important

For

From

Time Date

Phone

❑ URGENT!

Message

message

UNIT 4

34

(d) Sie werden dafür sorgen, dass Herr M. den Anrufer zurückruft.

(e) Sie fragen dem Anrufer, ob sie eine Nachricht entgegennehmen können.

(f) Ihr(e) Vorgesetzte(r) ist zurzeit nicht im Büro.

(g) Sie bieten dem Anrufer an, eine Nachricht zu hinterlassen.

(h) Sie wollen, dass ihre Gesprächspartnerin zurückruft.

(i) Sie werden ihn bitten zurückzurufen.

3. Who has got my message?

Work with a partner/with partners and imagine: The secretaries were absent from work today, so everybodyhad to take turns taking down messages for everyone else. However, the messages got mixed up. Find your message. Players take turns trying to guess who has the message cards that match the sendercards that they hold. Each player will choose someone that he/she thinks has the target message card. If the answer is affirmative, the message is delivered and the player collects his/her target message card.

Sender cards

FROM: lawyer

MESSAGE: Documents are ready.

Come and sign tomorrow.

from the lawyer from your secretary from the insurance from the bank

FROM: secretary

MESSAGE: In bed with the flu.

Won’t come the rest ofthe week.

FROM: insurance

MESSAGE: Documents authorizing

the repairs are ready. Cantake car to any garage.

FROM: bank

MESSAGE: Account is overdrawn.

Make a deposit urgently.

Message cards

You may want to think up more sender/message cards.

35



4. Delivery Note(a) This delivery note has got all mixed up. Can you help put it in order by numbering the parts 1 – 6?

Delivery NoteOrder no 123456789Seal No 4200Container No TRLU 23 079-0

01 1 Battenfeld Injection molding machine HM 400/130 UNILOG B4Screw diameter 45 mmLettering EnglishDocumentation EnglishScreen EnglishVoltage 230/400 V, 50 HzPainting Standard

02 F02 1 additional injection unit equipped for rigid PVC without internal cooling of screw and with external cooling of cylinder.......

03 X17 1 Euro package UNILOG B4 consisting of06 B21 Interface for robot 04 A31 1 Swivel pillar crane without hoist (800 kg)04 A34 1 Electrical change hoist (800 kg)04 E01 2 additional manuals in English05 F03 1 big spare parts package

5th November 2006

Saudi Car Industries CorporationPurchasing DepartmentPO Box 150Riyadh 11693SAUDI ARABIA

Weight: 4,600 kgs

(b) From the delivery note can you find out whether the following statements are true (T) or false (F)?

T F

(1) The type of injection molding machine packed is HM 1000/700.

(2) The diameter of the screw is 45 mm.

(3) All documentation is in Arabic.

(4) The voltage is 220V.

(5) The total weight of the consignment is less than 5,000 kgs.

UNIT 4

36

… to have the address of the Embassy at hand?

That’s ___________________________________

_________________________________________

… for a two-weeks-training at Battenfeld

________________________________________

________________________________________

Glad to invite ____________________________

________________________________________

________________________________________

Don’t forget to mention that

________________________________________

________________________________________

5. We need a visa!

(a) Listen to telephone conversation between Mohammed Musni Zaki and Gerda Kartinger. What is the problem?

(b) To be able to assist you will need to note down important pieces of information. Listen again and find out:

A) the address of the Embassy in Riyadh

B) the names of the two trainees

C) the duration and starting date of the training.

D) Who will pay for accommodation and travel of the trainees?

37



(c) Write an invitation letter to the Embassy with the required details based on the telephone conversationto assist in issuance of an entry visa for Austria.

▲▲

UNIT 4

38

Aims and objectivesIn this unit the students learn to■ take messages on the telephone and pass on information■ verify a delivery note for accuracy and completeness■ write a short letter based on comprehensive and detailed information available from a telephone call.

Answers1. Order No 123456789 – The machine is ready for shipment(b) A = true, B = true, C = false, D = true, E = true(c) and (d)✔ He is not in the office right now. R✔ Can I ask him to ring you back? R✔ Could you take a message for …? K✔ Could you please tell him that … K✔ Can … call me back? K

Can I call back in the afternoon?Would you like to leave a message?

✔ I have jotted it all down. J✔ I will ask him to get back to you as soon as possible. J

(e) Battenfeld, Gerda Kartinger called. Injection molding machine test run and being packed and shipped this week.Need to make sure foundations finished on site and crane available to unload.

2. Would you like to leave a message?(a) I can ask him to get back to you as soon as possible. (b) When will he be back/available?(c) Can I call back later/in the afternoon? (d) I’ll get Mr. M. to call you back.

4. Delivery Note(a)

(e) Can I take a message for him?(f) I’m afraid he/she is not in at the moment.(g) Would you like to leave a message?(h) Could you ask her to ring me back?(i) I will ask him to ring you back.

Saudi Car Industries CorporationPurchasing DepartmentPO Box 150Riyadh 11693SAUDI ARABIA

5th November 2006

Delivery NoteOrder no 123456789Seal No 4200Container No TRLU 23 079-0

01 1 Battenfeld Injection molding machine HM 400/130 UNILOG B4Screw diameter 45 mmLettering EnglishDocumentation EnglishScreen EnglishVoltage 230/400 V, 50 HzPainting Standard

02 F02 1 additional injection unit equipped for rigid PVC without internalcooling of screw and with external cooling of cylinder.......

03 X17 1 Euro package UNILOG B4 consisting of06 B21 Interface for robot 04 A31 1 Swivel pillar crane without hoist (800 kg)04 A34 1 Electrical change hoist (800 kg)04 E01 2 additional manuals in English05 F03 1 big spare parts package

Weight: 4,600 kgs

39



5. We need a visa!

(a) The trainees are having problems to get a visa for Austria.(b) A) Diplomatic Quarter, PO Box 94373, Riyadh 11 693

B) Abdullah Fahd and Saif YusufC) two weeks starting 5 OctoberE) Battenfeld will cover for travel costs and accommodation.

(c)

Embassy of the Republic of Austria Diplomatic Quarter P.O. Box 94373Riyadh 11693 SAUDI ARABIA

5 July 2006

Letter of Invitation

Dear Sirs,

We are glad to invite

Mr. Abdullah Fahd and Mr. Saif Yusuf

for a two-week training at our factory starting 5 October 2006. Travel and accommodation will be covered by the company.

Thank you for your assistance in issuing the visas.

Yours faithfully,

BATTENFELDKunststoffmaschinen GesmbH

Gerda KartingerSales Manager

▲▲

UNIT 4

40

CD Script: Order no 123456789

Order No 123456789 – Listen to the following telephone conversation!

Kartinger: This is Gerda Kartinger speaking, from Battenfeld Austria. I would like to speak to Mr. Mohammed Musni Zaki please.

Receptionist: Hold the line please, I will put you through … (phone rings, nobody answers it)R: I am afraid he isn’t answering his phone at the moment. It seems he is not in the office right now.

Can I ask him to ring you back or would you like to be connected to his assistant?K: Well, then put me through to his assistant please … (being connected …)Jamail: Mustafa Jamail speaking. Can I help you?K: Hope so. I actually wanted to speak to Mohammed Musni Zaki, but I was given to understand that he

isn’t available at the moment. I’m Gerda Kartinger from Battenfeld Austria. It’s about your order no123456789. Could you take a message for him?

J: Certainly, with pleasure.K: Well, could you tell him please that the injection molding machine has been trial run and is ready

for shipment. It is currently being dismantled and will be packed and shipped this week. Saudi Car Corporation will have to make sure that the concrete foundations are finished on site and that the crane will be available to unload the machine. Our technicians are booked to arrive in Riyadh on 15 December to assemble it and I just want to confirm that we are well within schedule, at least as far as we are concerned. Can Mohammed call me back in due course to confirm all arrangements have beenmade to receive the equipment and erect it? He has my number and extension.

J: I have jotted it all down for him and will ask him to get back to you as soon as possible.K: Thank you for your assistance. I will also make sure he receives our delivery note by e-mail today.

Good bye.J: Thanks for calling and have a nice day. Good bye.

CD script: We need a visa

(tuning in on conversation, tone increasing slowly)

Listen to the telephone conversation between Mohammed Musni Zaki and Gerda Kartinger. Ready?

Musni Zaki: … have just come out from this meeting and thought I had to call you right back. My assistant has just filled me in on the news. Be assured the necessary preparations have already been completedto receive the machine and the crane will also be available. However, there is one favor I have to askfrom you. We are facing certain difficulties with the visa formalities for our two technicians to be trained in Kottingbrunn, Abdullah Fahd and Saif Yusuf. If you could assist by sending a letter of invitation to the Embassy in Riyadh that would certainly help to speed up formalities.

Kartinger: Do you happen to have the address of the Embassy at hand? MZ: That’s Diplomatic Quarter, PO Box 94373, 11 693 Riyadh. I have already spoken to the diplomatic staff

there and they advised that a letter saying something like … Glad to invite Mr. Fahd, spelled A-b-d-u-l-l-a-h F-a-h-d and Mr. Saif Yusuf, spelled S-a-i-f Y-u-s-u-f, for a two-week training at Battenfeld from5 October would help. Don’t forget to mention that travel and accommodation will be covered by you.

K: I will see to it that such a letter gets sent today. By the way, we have arranged hotel rooms and transfer from the airport and I will make sure you will get this confirmed in writing as well. … (fading out off conversation)

▲

41



Wordlist

a favor ein Gefallenaccommodation Unterbringungat hand zur Handavailable verfügbarbe/rest assured that... seien Sie versichert, dass ...concrete foundations Betonfundamenteconsignment Warensendungcrane Krandelivery note Versandanzeigediplomatic staff diplomatisches Personaldo you happen to have haben Sie zufälligembassy Botschafthoist Aufzug, Windein writing schriftlichinterface Schnittstellelettering Beschriftungmanual Gebrauchsanweisungscrew diameter Schraubendurchmesserseal Siegel, Plombeshipment Versand, Verschiffungspare parts Ersatzteileto assemble zusammenbauento be ready for shipment bereit zum Versandto be well within schedule gut im Terminplan seinto dismantle abbauen, zerlegento erect aufstellen, aufrichtento fill someone in on ... jemanden darüber informieren, dass …to leave a message eine Nachricht hinterlassento ring back, to call back zurückrufento speed something up etwas beschleunigen, vorantreibento take a message eine Nachricht entgegennehmento unload abladen, ausladentrial run (noun), (verb) Problelauf (n), probelaufen (v)voltage Spannung

42

NOTES

43



ENGLISH AT WORK II3

2

Impressum


Bundesministerium



www.bmwa.gv.at



http://wko.at












Die Herausgeber danken dem LOISIUM Hotel für die Zurverfügungstellung von Text- und Bildmaterialien.


Im Rahmen der


▲

TABLE OF CONTENTS

PART 1: ENGLISH FOR THE GLOBAL MARKETUnit 1: Looking for a job 4 – 13Unit 2: Applying for a job 14 – 23Unit 3: At the airport 24 – 33Unit 4: The Interview 34 – 46




PART 1: ENGLISH FOR THE GLOBAL MARKET1. Unit 2: The Follow Up 212. Unit 3: At the Airport 243. Unit 3: Customs and Immigration 284. Unit 3: The Taxi 295. Unit 4: The Interview 40



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PART 3: AT THE HOTEL

UNIT 1

4

1 AT THE RECEPTION

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THE SCENT OF WINE COMBINED WITH THE SECRETS OF A NEW SPAEXPERIENCE…Have you ever seen the likes of this? ...

A fascinating hotel, architectural monument of the New Yorker architect Steven Holl, as "wine & spa hot spot" in the midst of romantic vineyards. A thrilling contrast – the baroque scenery of Austria’s largest wine town, Langenlois.

CONCENTRATED IN ONE SPOT WHERE LIFE IS BEAUTIFUL:■ The most sensuous wine & spa experience you ever had. ■ 82 lifestyle rooms & suites, positively floating over the

vineyards, conveying a feeling of infinite distance. ■ Restaurant Vineyard, creative interpretations of traditional

dishes in a wine restaurant of the superlative. ■ Bar and wine library around an open fireplace with

wonderful wines, schnapps, cigars and more – pure inspiration. ■ The stylishly arranged AVEDA Destination Spa with exclusive

wine therapy exudes feelings of pleasure and zest for life. ■ 3 Sauna rooms, 1 steam bath, Cardio Fitness zone and year-round

heated 20 x 5 m outdoor sports pool embedded in the midst of the vines.

■ Unusual architecture designed by the master of the abstract – the New Yorker architect Steven Holl combines timelessnesswith elegant sense of style.

■ Soulful discoveries, 900 year-old cellar labyrinths, a room fortasting & buying wine and a romantic wine tavern.

…THE PERFECT PLACE FOR YOUR ENTERTAINMENT

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PART 3: AT THE HOTEL | UNIT 1: AT THE RECEPTION

1. The Loisium Hotel

Read the homepage on the opposite page and tick the correct answers!

1. The hotel was built by� a. Cardio Aveda.� b. Steven Holl.� c. a famous American architect.

2. It is located� a. the middle of vineyards.� b. near New York.� c. in Langenlois.� d. near cellar labyrinths.� e. in Austrias largest wine town.

2. Describing facilities

Connect the expressions that go together!

a. Library �

b. SPA �

c. Vineyard �

d. Vinotheque �

3. More information

Read the homepage of the Loisium Hotel again and decide whether the following statements are true (T) or false (F).

T F

1. In Langenlois you can discover a wine tavern and a vinotheque.

2. The outdoor swimming pool is embedded in romantic cellars.

3. The architecture of the town of Langenlois is baroque.

4. Steven Holl is an architect and a master of the abstract.

5. The wine restaurant offers traditional dishes.

6. The open fireplace is surrounded by a library and by wines, schnapps and cigars.

7. The stylish aveda spa offers wine therapy only.

8. The cellar labyrinths in Langenlois are ninehundred years old.

9. The Loisium combines both spa and wine experience.

3. It offers the following facilities:

� a. a spa area. � i. a bar.� b. an open fire place. � j. 82 rooms and suites.� c. a wine restaurant. � k. wine therapy.� d. a sauna zone. � l. a fitness area.� e. a wine library. � m. live music.� f. a heated pool. � n. wine dishes.� g. stylisch rooms. � o. conference facilities.� h. an outdoor sports pool. � p. Aveda products.

� a. a place with a spring of mineral water where people come to be cured ofdesease or to improve their general health.

� b. a piece of land planted with vines for wine production.

� c. a collection of books which may be looked at or borrowed.

� d. a shop where you can taste and buy wine.

UNIT 1

6

4. Answering the phone

Listen to the conversation on CD and answer the following question by ticking the correct answers.

1. Who is calling?� a. an English gentleman� b. an English woman� c. an American citizen

2. What does the caller need? � a. a weekend package � b. a double room with half board� c. a single room with breakfast� d. a gift voucher

5. Filling in forms

Listen again to the CD and fill in the form according to the information given during the phone call.

3. How will he pay?� a. by Mastercard� b. cash� c. by cheque� d. via online banking

4. What will be posted to the caller ? � a. a magazine � b. an invoice� c. a voucher � d. an email

5. How much is an overnight stay?� a. € 18,– per person and room� b. € 80,– per room� c. € 80,– per person and room� d. € 88,– in a single room� e. € 110,– in a single room

6. What else does the price include? � a. overnight stay� b. single supplement� c. breakfast buffet� d. half board� e. fruits and juices in the spa bar

Personal data

Billing address

Shipping address

Worth

L O I S I U M H OT E L V O U C H E R

7



Good Morning, Anne speaking.

________________________________________.

Yes, ceratinly, sir.

Would you prefer ___________________________?

In low season _______________________________rooms are from eighty Euro per night,

__________________________we have to charge a supplement of thirty Euro.

Yes, that’s right. And it_____________________a large breakfast buffet, a welcome drink,

__________________________ at our spa bar.

Good Morning. I read about your hotel in the magazine “Vinaria” and I’m interested in

________________________________________

________________________________________.

How much is a weekend at your hotel and

____________________________________?

I think, a room with breakfast will do ...

Is this price per _____________________________?

Sounds great. So I’d like to order a voucher for

___________________________________________

__________________________________________.

How can I pay?

___________________________________________

Yes, __________________________ would be fine.

From _____________________________________

That would be _________________________ then.

We accept ________________________________.But you can also pay via online banking.

The voucher will be sent to you when we have

_________________________________________

7. Telephoning

Work out a dialogue together with a partner. One of you could be the receptionist, the other a customer. You can choose the situation, either ordering a voucher for a one week holiday or booking a weekend on the telephone. Present your dialogues to your colleagues. They will give you feedback.

6. Meeting guestsListen to the CD again and reconstruct the dialogue.

UNIT 1

8

8. Meeting the guests

Listen to the dialogue on CD and find a headline for the scene. Then listen again and tick the correct answers.

1. The guests’ room � a. is on the first floor.� b. is on the ground floor.� c. has got number 105.� d. has the number one-oh-five.� e. has a view over the vineyards.

2. The guests get � a. a key.� b. a key-card.� c. a glas of sparcling wine.� d. a drink at the hotel bar.� e. a form to fill in.

3. The hotel offers� a. an elevator.� b. help for the luggage.� c. a special wine hiking tour.� d. saunas and a steam bath.� e. an indoor swimming pool.

4. The room is equipped with� a. a flat screen TV set.� b. a mini bar.� c. a hair dryer.� d. a steam bath.� e. a ‘spa to go’ bag.

5. The guests will have breakfast� a. in the breakfast salon.� b. in their room.� c. between seven and nine thirty.� d. in the restaurant.

6. The hotel restaurant � a. is named ‘vineyard’.� b. offers a special wine menu.� c. offers a three, four or five course dinner special.

7. The ‘spa to go bag’ consists of� a. shower gel.� b. a bath robe.� c. an Aveda bath towel.� d. a pair of slippers.

8. Bernie’s restaurant is� a. not far away from the hotel.� b. cozy and informal.� c. just around the corner.� d. very expensive.

9. Inform your guests

Listen to the CD again and tick the questions you can hear. Add a „G“ forquestions guests are asking and an „R“ for the receptionist. Ready?

� a. Do you need help with your luggage?� b. Please could you fill in this registration form?� c. May I invite you to a welcome drink at the hotel bar?� d. Does our room provide a view over the vineyards?� e. When can we have breakfast?� f. Where could we have dinner tonight?� g. Could you recommend a cozy restaurant nearby?

Then find a partner, work out a dialogue and practice answering the questions from above.

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10. Filling in the registration form

Try to fill in the registration form for Mr. and Mrs. MacMillan. You can listen again to the two dialogues on the CD for missing information.

UNIT 1

10

Aims and objectivesThe students ■ answer and advice customers on the phone. ■ accept bookings for voucher orders on the phone and practice to note down names and addresses in forms.■ practice to meet guests at the reception and explain hotel facilities.■ review and practice phrases useful for telephoning and advising guests.

Answers1. 1. b, c 2. a, c, d, e. 3. all except: m,o.

2. a+c, b+a, c+b, d+d

3. 1=T; 2=F; 3=T; 4=T; 5= F; 6=T; 7= F ; 8=T ; 9=T

4. 1.a 2. d. 3. d 4. b,c 5. c,e 6. a,c,e

6. CD Script

8. 1.a,c,d,e 2. b.c.d.e. 3. a.b.d. 4.a.b.d. 5.c.d. 6. a.b.c. 7.b.c.d. 8. a.b.c.

9. a. c. e. f.

Wordlist accommodation Unterbringungadditional zusätzlichbaroque Barockbill Rechnungbilling address Rechnungsadressecaller Anrufercitizen Staatsbürgercellar Kellercharge Gebührcreative kreativdistance Abstandembedded eingebettetexperience Erlebnisfeeling Gefühlgift Geschenkhalf board Halbpensionin the midst inmitteninfinite unendlichinspiration Inspirationinterpretation Interpretationinvoice Rechnungjuice Saftlibrary Bibliotheklow season Nebensaisonmonument Denkmalopen fireplace offener Kaminovernight stay Übernachtungpassport (Reise-)Paßpayment Zahlungpleasure Freudepost code Postleitzahl

pure reinregistration form Anmeldeformulat/

Gästeblattsensuous sinnlichshipping address Versandadressesingle room supplement Einzelzimmerzuschlagsoul Seelesparkling wine Sektspa Warmbadsubstantial ausgiebigsupplement Zuschlagthrilling aufregendtimelessness Zeitlosigkeitto accept annehmen, akzeptierento convey befördern, vermittelnto discover entdeckento exude ausströmen, aussondernto float treibento include beinhaltento offer anbietento receive erhaltento surround umgebento taste verkostenvine Weinstockvineyard Weingartenvinotheque Vinothekvintage Traubenlesevoucher Gutscheinwine Weinworth Wertzest Würze

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CD Script

4 Answering the phone

Listen to the recording of a phone call on CD. Ready?

Receptionist: Hotel Loisium. Guten Morgen.

Guest: Good morning. Mister MacMillan speaking. I’m calling from England.

Receptionist: Good morning, Anne speaking. What can I do for you?

Guest: I read about your hotel in the magazine „Vinaria“ and I’m interested in ordering a voucher.

Do you offer hotel vouchers?

Receptionist: Yes, certainly, sir.

Guest: How much is a weekend at your hotel and .... what does it include?

Receptionist: Would you prefer half board accommodation?

Guest: I think, a room with breakfast will do ...

Receptionist: In low season from April to August rooms are from eighty euro per night. For single use

we have to charge a supplement of thirty euro.

Guest: Is this price per person and night?

Receptionist: Yes, that’s right. And it includes a large breakfast buffet, a welcome drink, and fresh fruits and

juices at our spa bar.

Guest: Sounds great! So I’d like to order a voucher for one weekend for two people.

Receptionist: From Friday to Sunday?

Guest: No, from Friday to Monday.

Receptionist: That would be fourhundred and eighty euro.

Guest: How can I pay? Do you accept credit cards?

Receptionist: We accept Visa and Mastercard. But you can also pay via online banking.

Guest: Yes, online banking would be fine.

Receptionist: The voucher will be sent to you when we have received your payment.

Could you give me your name please?

Guest: MacMillan, Doctor Robert MacMillan. Capital M – A-C-capital M -I- double L-A-N.

Receptionist: Thank you! Can we phone you during the day?

Guest: Yes, my cell phone number is 00 44 999 234566

Receptionist: Zero four four for Great Britain, and nine nine nine two three four five six six, right.

What address should this voucher be sent to?

Guest: Please send it to my home address, that is 45, Elmstreet in Manchester, United Kingdom

Receptionist: Elmstreet 45, Manchester. Is there a postcode?

Guest: Yeah, Manchester WE 45 780.

Receptionist: Right, Manchester WE 45 780. Thank you, Doctor MacMillan. We will send you the invoice first and

post the voucher as soon as we have received your payment.

Guest: Thanks a lot!

Receptionist: Welcome, Dr. MacMillan. Have a good day! (fading out …)

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UNIT 1

12

CD Script

8 Meeting the guests

Dr. MacMillan received the hotel voucher some weeks later. He gave this voucher to his wife Catherine and they reserved a

weekend in the LOISIUM Hotel. They arrive on a late Friday afternoon in Langenlois.

Listen what happens at the reception. Ready?

Receptionist: Good afternoon!

Mr. Good afternoon, my name is MacMillan, Robert MacMillan.

I reserved a double room for my wife and me for this weekend ...

R Yes, I remember. Welcome to our hotel, Mrs. and Dr. MacMillan!

Mr. and Mrs. Nice to meet you!

R Please could you be so kind to fill in this registration form?

And I would need your credit card or a passport, please.

Mr. Yes, of course. Here is my Visa card.

Have you got a pen?

R Here you are. (Pause)

R Thank you. Here are your key-card and an information sheet about all the services we offer. Your

room is on the first floor, number one oh five.

Mr. On the first floor, right.

R There is an elevator just on your left. Do you need help with your luggage?

Mr. No, thanks, we have got only one suitcase.

R May I invite you to a welcome drink at the hotel bar?

There we can discuss all you need to know.

Mr. Yes, thanks.

Mrs. That’s a good idea! (Pause)

R Here you are, your welcome drinks.

Mr. Sparkling wine?

R Yes, sparkling wine produced here in Langenlois.

Prost and have a wonderful and relaxing weekend here in Langenlois!

Mr. and Mrs. Cheers! Hm, very refreshing.

By the way – has our room got a view over the vineyards?

R Yes, certainly.

Mr. Great. And what about a TV and a mini bar?

R Yes, a flat screen TV with satellite programs, and a mini-bar, of course.

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13



Mrs. And .... when can we have breakfast?

R Our vintage gourmet breakfast will be served in our restaurant

from seven to nine thirty. But we offer to serve it to your room, too.

Mrs. Nice, but thank you, we will come down.

But – where could we have dinner tonight?

R In our restaurant „Vineyard“ we offer a special wine menu with a

three, four or five course dinner including accompanying wine.

Mr. Sounds great. Catherine, what do you think?

Mrs. Hm .... I’m not that hungry.

Could you recommend a cozy and not so formal restaurant nearby?

R There is „Bernie’s restaurant“ just around the corner.

I could reserve a table for you, if you like.

Mr. No, thank you, that’s not necessary.

Mrs. We would love to try out the spa area first.

R The saunas and the steam bath are over there.

You should reserve special treatments in advance at the spa reception.

In your room you will find a ‘spa to go bag’ !

Mrs. ‘Spa to go bag’?

R It contains a bath robe, slippers and an Aveda bath towel.

These things are at your disposal during your stay here at the hotel.

Mr. and Mrs. That’s a great service, thank you! (fading out)

UNIT 2

14

2 IN THE RESTAURANT

Bernie’s Dinner SpecialsOur dinner specials are served for a minimum of two people from

6 p.m. till 8 p.m.:

Potatoe-cream soup with herb dumplings

* * * * *Medallions of pork fillet, gratinéed with blue cheese,

served on tomato sauce and herb noodles.

* * * * *Home-made banana and yoghurt ice cream

with a sour cherry sauce

per person € 19.50

Salmon fillet smoked in lime, on a horseradish cream,

served with herb bread, baked in a clay flowerpot.

* * * * *Tomato-essence with herb „Strudel“

* * * * *Sea bass fillet, pan fried with chili, served with tomato and

cucumber, two different pimento sauces and rice.


Sorbet

* * * * *Veal fillet, served with chanterelles in a creamy sauce,

assorted vegetable and herb noodles.

* * * * *Strawberry sorbet served in a biscuit basket,

fresh fruit and a vanilla and yogurt sauce.


Drinks Mineral Water (with or without gas) € 2.00

Pure fruit juices (apple, orange, grape,

apricot, black currant) € 2.50

Iced drinks (Coke, Sprite etc.) € 2.50

Aperitifs Î Mango-champagne-cocktail € 2.90

Î Elder blossom-champagne-cocktail € 2.90

StartersÎ Garlic bread with fresh herbs € 2.30

Î Assorted lettuce, tossed in a balsamic dressing,

served with marinated feta cheese and

garlic bread € 6.50

Î Salad of tomato and mozzarella cheese

with a basil dressing, lettuce and herb

baguettes € 6.50

Î Fried prawns, with a garlic-cottage

cheese-dip, garnished with salads and

served with a herb French bread € 8.00

Î Pan-fried slices of veal liver served with apple

chutney, assorted lettuce in a raspberry

dressing and French bread € 8.50

SoupsÎ Soup of the day € 2.50

Î A tasty bouillon with meat dumplings € 2.80

Î Tomato soup with semolina dumplings € 3.50

Main courses Î Grain patties served with tomato sauce,

spinach and a basmati and wild rice mixture € 8.00

Î Turkey escalope with cheese, fried

potatoes and a side salad € 9.00

Î „Jaegerchnitzel“ – escalope „hunter style“

in a mushroom sauce, served with „Spaetzle“

and mixed salad € 9.00

Î Pork fillet medallions gratinéed with blue

cheese, on tomato sauce, with herb noodles

and lettuce € 12.00

DessertsÎ Elder blossom sorbet on strawberry sauce € 5.00

Î Ice cream of Toblerone chocolate, in a

cocoa and marzipan wrapping, served

with fresh fruit € 6.50

Î Assorted ice cream with whipped cream € 2.80

Î Banana boat, vanilla ice cream, with

chocolate sauce and whipped cream € 4.20

Î „Gentle Angel“ – vanilla ice cream with

rum, orange juice and whipped cream € 3.50

Î „Kiddies Ice Cream“ – ice cream garnished

with jelly bears and whipped cream € 2.00

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Bernie’s restaurant {

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PART 3: AT THE HOTEL | UNIT 2: IN THE RESTAURANT

1. Reading the menu

A. Read the menu on the opposite page and mark or underline all the vegetables offered in green and the dif-ferent kinds of meat in red. How many can you find of each sort? Fill in the table and add also fruits thatyou can identify.

Vegetables Meat /Fish Fruits

B. Read the menu again and connect the menu parts. Which food goes together?

a. Salmon fillet � � a. served with whipped creamb Slices of veal liver � � b. tossed in balsamic dressing c. Assorted lettuce � � c. served with apple chutneyd. Assorted ice cream � � d. smoked in limee. Pork fillet medallions � � e. pan fried with chilif. Ice cream � � f. in a mushroom sauceg. Sea bass fillet � � g. gratinéed with blue cheeseh. Escalope hunter style � � h. garnished with jelly bears and whipped cream

2. My choice

You are invited for dinner. What will you choose? You can spend € 50.00. Try to come to this amount as closelyas possible. Then interview a colleague about what he or she would like to order and see how much he or shewould spend.

For finding out the guests wishes you can use the following structures:What would you like to drink? May I offer an aperitif? What would you like to have as a starter (main course, dessert)?

My choice Price My partner’s choice Price

Drink

Aperitif

Starter or soup

Main course

Dessert

UNIT 2

16

3. Explaining dumplings

Read the explanations and connect them with the correct terms.

1. dumpling � � A. a pot in which a plant can be grown; made of clay

2. clay flowerpot � � B. lump of boiled flour and water, often served with meat or with meat inside

3. stew � � C. a plant rather than onion which is used in cooking to give a strong taste

4. garlic � � D. dish of meat and vegetables cooked together slowly in liquid

5. grain � � E. the American word for a flat cake, usually sweetened

6. cookie � � F. crops from plants which produce seeds, especially wheat

4. Are you ready to order?

A. While listening to the CD, look at the menu on page 14 and mark the meals Mr. and Mrs. MacMillan are talking about in the menu card.

B. Listen again and write down what the guests order.

Mr. MacMillan Mrs. MacMillan

Drink

Starter/soup

Main course

Side order

Dessert

C. Listen again and tick the right answers.

1. Where are the guests seated?A. In the smoking section. B. In the non-smoking section. C. At the bar.

2. What kind of table do they get?A. A table for two. B. A table for three. C. They don’t get a table.

3. How long will they have to wait?A. Exactly three minutes B. They don’t need to wait. C. About five minutes.

4. Who of the guests seems to be a vegetarian? A. Mr. MacMillan B. Mrs. MacMillan C. Both of them.

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5. Reconstruct a restaurant dialogueListen to the dialogue again and find the correct sequence of the statements. Number them from 1 to 12. Then mark all the statements made by the waitress with a „W“.

____ What drinks can I get for you?

____ Are you ready to order your meals, too?

____ Mineral water with gas or without?

____ What’s the soup today?

____ And as a main course?

____ ... but could I have potatoes instead of Spaetzle?

____ I’ll have the vegetable bouillon, please.

____ We offer French fries and baked potatoes.

____ And for you, sir?

____ No, thank you, no dessert today.

____ I’ll be back with your starters in a moment.

____ But without whipped cream if that’s possible .

6. Meat and cooking methods

A. In English, words for meat are sometimes different from the animals’ names. Connect the names of thefollowing animals with the respective meat and enter its German equivalent in the last column.

Animal Meat in German

a. lamb a. pork

b. steer or bullock b. chicken

c. pig c. beef

d. turkey d. veal

e. chicken e. lamb

f. calf f. game

g. deer g. turkey

B. Read the menu on page 14 again and tick all the cooking methods that are mentioned. Then match the English and German expressions.

a. pan-fry � �

b. fry � �

c. stew � �

d. roast � �

e. grill � �

f. stir-fry � �

g. deep fry � �

h. gratiné � �

i. marinate � �

1

a. anbratenb. etwas in der Pfanne anbratenc. dünsten, schmorend. braten (im Backrohr)e. im Fett schwimmend herausbacken, frittierenf. grilleng. unter Rühren kurz anbratenh. mariniereni. mit Käse überbacken, gratinieren

UNIT 2

18

Aims and objectivesThe students ■ take part in restaurant dialogues.■ practice phrases and special terms which are necessary to advise customers in restaurants.■ read and understand menus and discuss details of food preparation with guests.

Answers1. AVegetables: tomato, herbs, horseradish, chili, lettuce, cucumber, spinach, potatoes, garlicMeat/fish: pork fillet, escalope, pork fillet medallions, salmon fillet, sea bass fillet, prawns, veal fillet, veal liver, turkeyFruits: mango, banana, sour cherry, elder blossoms, lime, strawberry, raspberry, orange, black currant, apple, grape,

apricot.

1. B a+d b+c c+b d+a e+g f+h g+e h+f3. 1B 2A 3D 4C 5F 6E

4. B Mr. MacMillan Mrs. MacMillanDrink coke, pitcher of water orange juice, mineral water (no gas)Starter/soup vegetable bouillon lettuce with fetaMain course Jaegerschnitzel grain pattiesSide order baked potatoes included: spinach, tomato sauce and riceDessert gentle angle ice cream —————

4.C 1.b 2.a 3.c 4.b5. CD Script6. A a+e, b+c, c+a, d+g, e+b, f+d, g+f6. B a+b, b+a, c+c, e+f, f+g, g+e, h+i, i+h

Wordlist apricot Marillebasket Korbblack currant Johannisbeereblossom Blüteclay Ton (gebrannt)crop Fruchtcucumber Gurkedeer Rehelder Holunderescalope Schnitzelflowerpot BlumentopfFrench fries Pommes Frittesfume Rauch, Dampfgame Wildgarlic Knoblauchgrain Getreidegrape Weintraubeherbs Kräuterhorseradish Kreninstead of anstelle vonjelly bear Gummibärchenjuice Saftlettuce Kopfsalat

liquid Flüssigkeitliver Leberlump Kloss, Brockenmushroom Pilzpan-fried In der Pfanne

gebratenpimento Pimentpitcher Krugpork Schweinefleischpotatoe Erdapfelprawns Garnelenpure reinraspberry Himbeeresalmon Lachssea bass Seebarschsemolina Grießshortly in Kürzesmoked geräuchertsmoking section Raucherabteilungspinach Spinatstarter Vorspeisestew Saftfleisch/Eintopftaste Geschmack

to deep-fry frittierento garnish garnierento invite einladento order bestellento pan-fry in der Pfanne

bratento prefer bevorzugento roast (im Rohr) bratento spend ausgeben (Geld)to stew dämpfen,

dünsten, garento stir-fry unter Rühren

anbratento toss (Salat) anmachen,

marinierenveal Kalbfleischvegetarian Vegetarierwheat Weizenwhipped cream Schlagoberswithout gas ohne Kohlensäurewrap Hülle, Wickel

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19



CD Script 4 – Are you ready to order?

Mr. and Mrs. MacMillan decide to go to Bernie’s restaurant. Listen what happens next.

Waitress Welcome to Bernies’ restaurant. A table for two?

Mr. MacMillan Yes.

Waitress Smoking or non-smoking?

Mr. and Mrs. Non-smoking please.

Waitress There’s going to be about a five minute wait for a table in the non-smoking section.

Do you want to wait, or would you rather take a table in the smoking section?

Mr. and Mrs. We’ll wait.

Waitress OK then. We’ll have the table ready for you as soon as possible.

After some minutes the waitress comes back, shows them to their table and gives each of them a menu.

After a while she returns to take their order.

Waitress Are you ready to order?

Mrs. Well,...yes....I think so...

Waitress OK. What drinks can I get for you?

Mrs. Mineral water, please. And a glass of orange juice.

Waitress Mineral water with gas or without?

Mrs. I’d prefer still water.

Waitress Yes. And for you sir?

Mr. A glass of Coke. And could we have a pitcher of water, please?

Waitress Yes, certainly. Are you ready to order your meals, too?

Mr. Eh,...not really...one moment please.

Waitress Have you made your decision?

Mr. Yes … What’s the soup of the day?

Waitress Cream of broccoli or vegetable bouillon.

Mr. I’ll have the vegetable bouillon, please.

Mrs. And for me a salad please and I’ll have it with balsamic dressing and feta cheese.

Waitress Right. Assorted lettuce with balsamic dressing. And as a main course?

Mrs. I’ll take the grain patties ...

Waitress ...that comes with tomato sauce, spinach and a selection of rice.

Mrs. Yes, that’s fine. And you Robert?

Mr. I’ll have the Jaegerschnitzel, please.

Waitress An escalope hunters’ style with ...

Mr. ... but could I have potatoes instead of Spaetzle?

Waitress Sure. What kind of potatoes – French fries or baked potatoes?

Mr.: Baked potatoes would be fine.

Waitress OK. And what would you like for dessert?

Mrs. No dessert for me today, thank you!

Waitress And you sir?

Mr. I’ll take a „Gentle Angel“ ice cream please. But without whipped cream if that’s possible.

Waitress Yes, all right then. I’ll be back with your starters in a moment.

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UNIT 3

20

3 AUSTRIAN WINE

Green Veltlinercolor: green / yellowother names for Green Veltliner: Veltliner, Veltlin Zelene, Veltlinske Zelene, Veltlini, Weißgipfler, Gruener Veltliner

Green Veltliner responds extremely well to the„Hochkultur“ method of vine training develo-ped in Lower Austria by Lenz Moser in the1930s. At that time Lower Austria was plantedprimarily with Sylvaner, but Green Veltliner responded so well to the microclimate, terrainand the high vine training method, that it soonwas more common than the Sylvaner vines.Austria’s most important grape makes up 36%of the country’s total vines. Wines are typicallydry, with grapefruit and pepper aromas. Thestyle can range from light and lively – bestdrunk young as „Heuriger“ – to powerful lateharvest wines that are rich in extracts and alcohol and thus age extremely well.

Saint Laurentcolor: red / blueother names for Saint Laurent: Laurenzitraube,Sankt Lorenz, Pinot St. Laurent, Saint Laurent

This vine is not yet common. It is found parti-cularly in Austria, Czech Republic, Germanyand France. This grape belongs to the Burgundy family and,like Pinot Noir, is difficult to grow. Wines fromthis grape have cherry, blackberry and boysen-berry aromas and good tannins. They are oftenelegant and reminiscent of a more powerful Pinot Noir. One of Austria’s most interesting varieties for red wines.

Zweigeltcolor: red / blueother names for Zweigelt: Blauer Zweigelt, Zweigeltrebe

Zweigelt is Austria’s most popular red grape. Itproduces serious wines, capable of long ageing,although often best drunk young. This winedisplays complex structure – a young-stylewine, easy to drink, fruity and uncomplicated.This grape makes up 8% of Austrian vines andproduces very fruity, medium bodied wineswith pleasant acidity and intensive cherry aromas. It is a crossing of Blaufraenkisch andSt. Laurent.

More information athttp://www.wine-types.comhttp://www.austrian.wine.co.at

White Rieslingcolor: green / yellowother names for White Riesling: Weißer Riesler, Riesling, Rössling, Rheinriesling, Gewürztraube, Pfefferl

This vine occurs most frequently in Germany, butalso in Italy, Austria and Luxembourg. The berrieshave a green yellow color and are black dotted. This grape makes up 9% of Austrian vineyards and isusually used to make dry white wines with freshgreen apple and sweet blossom aromas, but is alsoused to make late harvest wines with tremendousaging potential.

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PART 3: AT THE HOTEL | UNIT 3: AUSTRIAN WINE

1. Red or White?

A. Read the information about Austrian wines and underline all the different sorts of wine in the text. How many can you find?

B. Read the text again and try to find out important information about the four wines described in detail. Fill in the grid below.

2. High trained vines

Refer to the text again and add the following German expressions to the descriptions provided in the grid. You can work with a partner if you want to.

1. Reifung 2. Qualitätswein 3. Reberziehung 4. Spätlese 5. Hochkultur

percentage of

country Austrian vines character of the wine additional information

Green Veltliner

White Riesling

St. Laurent

Zweigelt

English expression German term Definiton

a. maturation Describes the ageing of wines

b. high trained vines Lenz Moser first introduced high trained vines in Austria

facilitating the use of modern machinery.

c. late harvest This rank of quality for Austrian wine requires that the

grapes have a minimum sugar weight of 19° KMW.

(KMW = Klosterneuburger Most Waage)

d. vine training Method of tying, trimming, and pruning vines to fit a specific

framework or trellis system.

e. certified quality wine This rank of quality for Austrian wine requires that the grapes

have a minimum must weight of 15° KMW. The wine must have at

least 9% alcohol and 4 g acidity per liter.

UNIT 3

22

3. Food & wine pairing guide

Matching food with wine is quite subjective, but there are some combinations that most people will agreeare more enjoyable than others. On the homepage http://www.austrian.wine.co.at you can find help. By following the prompts and making some simple choices about the dish that you will be eating, this homepage gives you suggestions for delicious Austrian wines that will compliment your food. Similarly you can choose one of your favorite Austrian wines and find a matching food suggestion. You should try it out!

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4. Describing winesYour guest asks you to describe a Pinot Blanc and a Zweigelt. Which adjectives can you use? Look them up on the opposite page and then fill in the gap texts.

5. What wine would you recommend?Listen to the dialogue on CD. Where does it take place? .......................................................................

A. What do they order to eat and what wine do they drink? Listen again and connect the sentences according to the CD.

a. roast beef in garlic sauce � �

b. spare ribs with french fries � �

c. grilled trout with sauce and potatoes � �

�

B. How does the waitress describe the wines? Which adjective fits which wine? Add a ‘G’ for the Green Veltliner and a ‘Z’ for the Zweigelt Cuvee.

____ spicy ____ floral ____ medium to full body ____ white____ non-oaked ____ robust ____ fresh ____ grapefruit____ elegant ____ red ____ green apples ____ oaked____ dry ____ dark cherry ____ organic

6. Red wine for dark meatDid you hear of the rule to recommend red wine to meals made of dark meat and white wines for fish andpale meat? But what about pasta and vegetables? Match the following wines to the dishes listed below. For some dishes are more than one possibility.

1. Zweigelt 2. Green Veltliner 3. Chardonnay 4. Riesling 5. Ice wine

a. grilled salmon � � d. roasted veal with brown sauceb. pasta with tomato sauce � � e. sheep cheesec. hot vegetable soup � � f. apple pie or ‘Apfelstrudel’

Now work out a dialogue in which you recommend a special wine to a meal from the list. Work with a partner and present the dialogue to your colleagues. Do they agree with your wine recommendation?

a. Green Veltlinerb. a Zweigelt Cuveee. red wined. white wine

BThe Zweigelt is a ................. wine with

.................. aroma and ................ acidity.

Its body is ....................... to ....................

and it has got a ...................... character.

The taste reminds of the fruits of ........................

It is a ................... wine and is ..........................

AThe Pinot Blanc is a ................. wine with

.................. aroma and ................ acidity.

Its body is ....................... to ................... and

it has got a ...................... character. The taste

reminds of the fruits of ........................ It is a

...................... wine and is ..........................

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UNIT 3

24

Aims and objectivesThe students ■ read and collect information about Austrian wines.■ practice the description of wines and advise customers to choose the right wine to the meal ordered.■ review and practice adjectives and phrases needed for advising customers and for discussing the character of wines.

Answers1. A: 8 (Green Veltliner, White Riesling, St. Laurent, Zweigelt, Blaufraenkisch, Burgundy, Sylvaner, Pinot Noir)

1.B.

2. a.1 b.5 c.4 d.3 e.2

4A. white, floral, lively, medium, full, rich, almond (exotic), dry, lightly oaked

4B. red, fruity, lively, medium, full, robust, cherry, dry, oaked

5A: a+b, c+a, a+e, c+d

5B: Green Veltliner: spicy, white, fresh, floral, non-oaked, grapefruit, green apples

Zweigelt: dark cherry, dry, medium to full body, robust , oaked, organic

6. a. 2,3 b. 1 c. 2 d. 1 e. 4, 1 f. 5

Wordlist

acid Säureacidity Säuregehaltageing Alterungsprozessberry Beereblackberry Brombeereblend Mischung,

Verschnittblossom Blütebody Körperboysenberry Boysenbeerecapable imstande seincommon üblichcomplex vielschichtig

crossing Kreuzungcuvée Cuvéedot Punktdry trockenfrequently oft, häufiggrapefruit Grapefruitgrape Traubeharvest Ernteice wine Eisweinlate harvest Spätleselively lebendigmaturation Reifungmicroclimate Kleinklima

organic biologischparticularly vorzugsweisepepper Pfefferpleasant angenehmpopular beliebtpowerful kraftvollrank of quality Qualitätsbe-

zeichnung, -rangreminiscent anklingendsalmon Lachssommelier Weinfachmann,

Kellermeisterstructure Struktur

percentage of country Austrian vines character of the wine additional information

Green Veltliner Austria, 36% dry, grapefruit and pepper can age extremely well, grows

Lower Austria aromas, light, in „Hochkultur“ training, is

lively to powerful, rich in more common than Sylvaner

extracts and alcohol ...

White Riesling Germany, 9% dry, fresh green apple, used also for late harvest

Austria, Italy, sweet blossom aroma wines; the berries are yellow,

Luxemburg (——) green with black dots

St. Laurent Austria, France, not very common boysenberry aromas, good grape belongs to the

Germany, Czech tannins, often elegant burgundy family, difficult

Republic to grow

Zweigelt Austria 8% fruity, medium bodied a crossing of Blaufraenkisch

with pleasant acidity and and St. Laurent, the wine is

intensive cherry, aroma, capable of long ageing,

easy to drink often best drunk young.

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25



tannin Tanninterrain Bodento age alternto belong to gehören zuto blend vermischento display zeigen, darstellento fit anpassento grow wachsento occur vorkommento prune ausschneiden,

auslauben

to respond reagierento trim zurechtschneidento tie anbindentotal Gesamtmengetrellis Rankgitter,

Spaliertremendous unglaublich,

enormuncomplicated unkompliziertvariety Sorte,

Mannigfaltigkeit

vine Weinstockvine training Reberziehungvintner Winzerwine Weinwinery Weingut

CD Script

Mr. and Mrs. MacMillan have dinner in the vineyard restaurant of the LOISIUM Hotel and want to order the perfect wine to accomplish their meal. Listen to what happens next. Ready?

Waitress Are you ready to order?Mr. MacMillan Yes, I think I’ll try out the roast beef in garlic sauce.Waitress Roast beef in garlic sauce. Mr. MacMillan And you, Kathy?Mrs. MacMillan Well, I’ll take the grilled trout with salad, sauce and parsley potatoes. What about the wine?

Which one should we take?Mr. Which wine would you recommend?Waitress For the fish I recommend a Grüner Veltliner from the winery Loimer in Langenlois.

It is a dry and spicy white wine with a fresh floral bouquet.Mrs. Is it oaked?Waitress No, it is not oaked.Mrs. Fine.Waitress You can taste the flavor of grapefruit and green apples.Mrs. Sounds great, I’ll have one glass, please.Mr. And for the beef? Which wine should I take?Waitress For the beef our sommellier recommends red wine.Mr. Austrian red wine?Waitress Yes, an Austrian Zweigelt cuvee from the Neudeggerhof, region Donauland.Mr. What is a ‘cuvee’?Waitress For a Zweigelt cuvee the grapes of Zweigelt vines are

put together with other red grape varieties.Mr. Is this blended wine then?Waitress Yes, with a very full and special taste.Mr. Can you describe this cuvee for me?Waitress It is a dry, robust red wine with a medium to full body

and the aroma of dark cherries. It is aged in oak barrels.Mr. Fine, I’ll try it out. What’s the vintner called?Waitress The wine was made by Mister Mehofer from Neudegg.

He produces wine following the rules of organic farming.Mr. Great. I’ll try that one. Waitress Yes, certainly. One glass of Veltliner and one glass of the Zweigelt cuvee.

Thank you – I’ll be right back!

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UNIT 4

26

4. HEALTH AND BEAUTY AT THE HOTEL

1. The Spa

Read the information on the poster displayed in the hotel lobby. Which of the treatmetns do they offer on the photo? Tick them in the list.

� a. wine therapy� b. massage� c. body treatment� d. facial treatment� e. pedicure� f. advice on Aveda products� g. bathing ceremony� h. cosmetic treatment

� i. eye-treatment� j. wax removal� k. body wrap� l. eye lash tint� m.manicure� n. eye brow tint and shape� o. skin resurfacing� p. hair cut

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PART 3: AT THE HOTEL | UNIT 4: HEALTH & BEAUTY

2. What does Aveda stand for?

The name A-veda comes from Sanskrit and means “all-knowledge – the knowledge of life“. The holistic spaphilosophy of Aveda establishes a wonderful sense of becoming one with the vitality of nature and your inner beauty.The company homepage www.aveda.com offers information on the company’s business policy. You can look up the site to find out more if you want to.

A. Read the text above and decide whether the following statements are true (=T) or false (=F).T F

1. Aveda cares for the world we live in.2. Business is made in a manner that protects the earth.3. Profit and environmental responsibility cannot work together.4. Mister Rechelbacher is the founder of Aveda.5. Aveda believes that nature works for sustainability only.6. Aveda produces beauty products. 7. Aveda wants to set an example for environmental responsibility and leadership.8. Examples of threats to biodiversity are global climate change, water and air polllution,

loss of species and waste generation.9. For Aveda sustainability means fighting against biodiversity.

B. What does it mean? Connect the words and their explanation.

a. sustainability � �

b. waste generation � �

c. responsibility � �

d. environment �

�

1. MISSION

Our mission at Aveda is to care for the world we live in, from the products we make to the ways inwhich we give back to society. At Aveda, we strive to set an example for environmental leadership andresponsibility, not just in the world of beauty, but around the world.

2. ENVIRONMENTAL SUSTAINABILITY VISION

Aveda believes there is no responsible alternative to doing business other than through environmentalsustainability. At Aveda, we also believe that profit and environmental responsibility will increasinglywork together as more industries find out that “nature works” for both sustainability and the bottom-line. At Aveda, we see the sustainability challenge as one of protecting biodiversity. We believe that the following issues are the main threats to biodiversity:global climate change, water pollution, loss of species and habitat destruction, air pollution,toxins in the environment and waste generation ... Dominique Conseil, President, Aveda CorporationHorst Rechelbacher, Founder of Aveda

a. the production of wasteb. to deal with important matters in a useful and correct wayc. the natural world of land, sea and air in which people plants

and animals lived. keeping something strong alive over a long period

UNIT 4

28

29



3. The Spa menue

A. Read the health and beauty offers on the opposite page. Read the text and underline all the parts of thebody you can find with a marker.Then write them into the box:

B. Read the text again and match the different facial and body treatments to the descriptions provided.

1. Wine special – � �

grape elixir facial2. Elemental nature facial � �

3. Elemental nature for men � �

4. Revitalizing eye treatment � �

5. Wine special – � �

barrique bath & body wrap

4. Effective treatmentsGo through the text and find out the treatment offering the following effects:

a. It forms your body. ______________________________________

b. It relaxes you completely. ______________________________________

c. It stimulates the natural healing system. ______________________________________

d. Fine lines will disappear around eyes. ______________________________________

e. Your complexion will be fresh and radiant. ______________________________________

f. Male skin will be smooth and rejuvenated. ______________________________________

5. A personal treatmentListen to the CD and tick the right answers. A. What kinds of treatment do they discuss?� a. Aroma massage� b. Wine special – barrique bath and body wrap� c. Foot reflexology massage� d. Wine special – grape elixir body� e. Hydrotherm massage� f. Scalp relax massage � g. Grape elixir bath� h. Grape elixir facial treatment

a. Being wrapped up after bathing in aromatic wine extracts and a massage with pure grape seed oil.

b. With the help of the elements, pure flower and plantessences and a special massage you get a healthylooking skin.

c. A cooling and revitalizing treatment for the eyezone that combines gentle massage and plant- andflower-based formulas.

d. An individual face treatment for men.

e. A luxury treatment for face and feet using anti-aging ingredients of grape seed oil.

B. Listen again and answer the questions.C. Which treatment will Mrs. MacMillan take?D. When will the treatment start? E. Who will be her therapist?F. Where is the meeting point?G. Which products will be used for

Mrs. MacMillan’s treatment?

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UNIT 4

30

Aims and objectivesThe students ■ discuss company policies by using the example of Aveda and review important terms and

phrases about environmental issues.■ practice dialogues in advising customers about health and beauty topics.■ discuss terms for beauty treatments, massages and special treatments.■ describe typical treatments offered in wellness and beauty departments.

Answers1. a, b, c, e, f, h, m2. A 1.T 2.T 3.F 4.T 5.F 6.T 7. T 8.T 9.F2. B a+d, b+a, c+b, d+c3. A face, feet, skin, eye, spine, head, neck3. B 1.+e 2.+b 3.+d 4.+c 5.+a4. a. anti-cellulite-massage b. hydrotherm massage c. foot reflexology massage

d. revitalizing eye treatment e. elemental nature facial f. elemental nature for men.5. A. a, b, d, e 5.B CD Script

Wordlist

age Alteraging Älter werdenappearance Erscheinungaromatic aromatisch,

duftendattraction Anziehungskraftbath Wannenbadbeneficial vorteilhaft,

günstigbiodiversity Artenvielfaltbottom-line Saldo,

Endgewinncare Pflegecellulite Zellulitischallenge Herausforderungcomplete vollständigcomplexion Teint,

Gesichtsfarbecushion Kissendelicate zartdelicious köstlichdestruction Zerstörungdevelopment Entwicklungenergizing anregendentire gesamtenvironment Umweltexperience Erfahrungfacial (treatment) Gesichts-

behandlung

favorite Lieblings-founder Gründergentle sanftgrape Weintraubehabitat Lebensraumheavenly himmlischholistic ganzheitlichindividual individuell,

einzelninfinity Unendlichkeitingredient Inhaltsstoffinterruption Unterbrechungissue Angelegenheitjet Düseleadership Führung, Leitungneck Hals, Nackenneed Bedürfnisnoticeable bemerkbarpollution Verschmutzungpuffiness Geschwollenheitpure reinradiance Strahlenreflexology Fußreflexzonen-

massagerelaxing entspannendrequirement Bedarf, Vorauss.response Reaktionresponsibility Verantwortungrevitalizing wiederbelebend

scalp Kopfhautseeds Samenkörnersense Sinn, Gefühlskin Hautsmooth glattsociety Gesellschaftspine Wirbelsäulestate-of-the-art zeitgemäßsustainability Nachhaltigkeitthreat Gefährdungthrough durchtime frame Zeitrahmento apply auftragen,

aufbringento assist helfento balance balanzieren,

ausgleichento be wrapped up eingewickelt

werdento bubble sprudelnto calm beruhigento complete vervollständigento conform anpassen,

entsprechento cradle wiegento deduce ableitento depend on abhängen vonto heal heilento heat heizen

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31



to pamper verwöhnento personalize personifizierento rejuvenate verjüngento relax entspannento rock schütteln,

schaukeln

to soothe beruhigen, lindern

to stimulate anregento turn over umdrehentouch Berührungtreatment Behandlung

valuable wertvollvariety Auswahlvitality Lebensfreude,

Lebenskraftwaste generation Müllerzeugungwrap Hülle, Wickel

CD Script

6 A personal treatment

Mrs. MacMillan decides to have a beauty treatment and contacts Anne at the reception for an appointment. Listen to what happens next.

Spa receptionist Good morning, what can I do for you?Mrs. MacMillan Good morning, this is Mrs. MacMillan. I’d like to have an appointment

for a massage today in the afternoon.S What kind of massage are you interested in?

Did you have a look at the information sheet?M Hm, I’m not quite sure about what kind of massage

I should take – an aroma massage, of maybe a hydrothermal massage. What do you recommend?

S It depends – for the hydrothermal massage the therapist uses warm water-filled cushions and you will be rocked gently.The massage is very relaxing.

M And the aroma massage?S The aroma massage can be chosen to be relaxing or

energizing. It is based upon the Aveda elements and your favorite Aveda aroma.M Which elements?S The Aveda elements are infinity, air, fire, water and earth.

Our therapist will interview you to find out your elements to personalize your treatment.M Right, and what about the wine specials?S We offer two treatments, the grape elixir body and the barrique bath and body wrap.M Which one of these has a positive effect on the skin?S For the skin I would recommend the first one, the grape elixir body treatment. It uses grape seeds

for a body peeling and afterwards you get a full body massage with grape seed oil. M Sounds interesting, but what is so special about this oil?S It contains ingredients that have an anti-aging effect and your

skin will be smooth and look much younger afterwards.M Fine. How long does this treatment last?S About sixty minutes. And you can relax in our special lounges afterwards.M Hm. The price is eighty euros, right?S Yes. When would you like to come in?M Today, at two p.m. would be fine.S I’ll note that down.

Today at two p.m., Mrs. MacMillan for a grape elixir body treatment. Martina will be your therapist.M Fine.S The meeting point is here at the spa reception. Martina will meet you there and .....

(fading out)