新编剑桥商务英语(中级)Module_9

Module 9

Wordlist

on hold

displays

odour

subject line

aroma

distinguish a brand

put through

suit

attachment

quality assurance

turnover

bear with someone

fragrance

scent

unavailable

inbox

slogan

urgent

brand jingle

smell

voicemail

brand identity

logo

spam

whiff

capitals

luxury

speech recognition

consumers

obsession

technology

Expressions

All of our operators are currently unavailable to answer

your call.

Can I call you back?

Can I take your name, please?

Can you bear with me a second?

Could you connect me/put me through to...?

Do you mind if we put the meeting back to Tuesday?

Hold on a moment.

I'm just going to put you on hold.

I'm just looking his number up on the computer.

I'm just putting you on hold for a moment.

Let me call you back later.

Let me read that back to you.

One moment, please.

Please hold.

Sorry, he's tied up with something at the moment. Can I

help?

Sorry, the battery on my mobile is about to run out.

We'll bring the schedule forward by a week.

When would be convenient for you?

When would suit you?

9.1 Branding

What's the smell?

Reading

1

Students

discuss

the

questions

in

pairs

before

reporting back to the class. Encourage students to give

specific examples of brands that they

like or think are

particularly effective.

2

Students

complete

the

article

with

the

phrases.

A-G.

Note that while this task is very similar to Part Two of

the Reading Test, it is slightly more difficult because all

seven

phrases

need

to

be

put

in

the

text,

rather

than

only

five.

Also

note

that

in

the

test

the

sentences

are

complete, whereas in this exercise A-G are all parts of

sentences (relative clauses).

Answers

1 B

2 G

3 E

4 C

5 A

6 F

7 D

Extension

For more vocabulary and reading practice, ask students

to underline:

1

any

smell

they

may

need

bilingual

dictionaries

to

check understanding of these smells

2 examples of how companies have used these smells.

3 synonyms for the word smell.

Answers

1

Sugar

and

butter,

vanilla

and

mandarin,

white

tea,

lavender, cherry.

2

In

stores

to

put

customers

in

the

mood

for

buying,

attract

customers

to

displays,

make

shoppers

wait

longer,

visit

a

hotel

ice

cream

shop,

to

creat

the

perception

that

the

product

is

good,

on

mobile

phone

keypads and on billboards.

3 odour, scent, fragrance, aroma

Discussing branding

Speaking

3 Students work alone to complete the three beginnings

of

sentences.

Students

then

compare

their

views

and

continue discussing the article.

Possible answers

One thing that interests me about this is that smell can

have such an effect on humans.

One thing that surprises me is that ScentAir's turnover

has quadrupled as a result.

4

Put

students

into

groups

of

three

to

discuss

each

of

the five items. One person in each group should make

notes on their decisions and which smells they will use.

At the end, each group can report back to the class.

Photocopiable activity 9.1

See page 176.

Relative clauses

Grammar

Ask

students

to

read

the

information

about

relative

clauses. They could also refer to the grammar

summary on page 130 for more detailed information.

1

Students

complete

the

sentences

with

the

correct

relative pronoun. These pronouns should be familiar to

tell

them

that

if

there

is

a

comma

it

will

be

non-defining.

Defining:

...that his grandmother used to make

...who

walk

around

reception

will

get

a

whiff

of

a

chocolate chip cookie

...when it began 12 years ago

...why so

many companies are now association brands

students at this level.

Answers

1 which

2 when

3 who

4 whose

5 why

6 where

Extension

Write

the

following

on

the

board

and

the

relative

pronouns

in

a

jumbled

list.

Ask

students

to

match

the

pronoun to what it refers to: (answers in brackets)

person (who)

thing/item (which)

possession (whose)

location (where)

reason (why)

time (when)

2 The aim of this exercise is to draw student's attention

to

the

fact

that

there

are

two

types

of

relative

clauses

(defining and non-defining).

Answers

We're a Swedish company which has controlling shares

in

three

subsidiaries

and

a

large

stake

in

one

smaller

division. It is recommended therefore that we focus our

financial

interests

on

the

smaller

subsidiary,

which

incidentally is also based in Sweden.

3 Students analyse the key differences between the two

clauses by referring back to exercise 2. They may also

need to refer to and check their answers in the grammar

summary on page 130.

Answers

1 defining

2 non-defining

3 commas

4

The

sentences

in

the

text

on

page

87

containing

relative

clauses

are

those

which

were

completed

with

A-G in exercise 2 on page 86. If students seem unsure,

with a scent

Non-defining:

...which typically includes more than six smells

...where

the

odour

of

waffle-cones

were

released

into

the

air

to

encourage

visitors

to

an

out-of-the

way

ice

cream shop

...whose

recently-introduced

cell

phone

keypad

was

lavender-scented

5 that

4

Students

study

the

example

and

complete

sentences

1-4.

Answers

1 Let me introduce you to David who's the direct of our

company.

2 This is the main factory where we produce car parts.

3

This

is

our

latest

product

which

is

also

our

biggest

seller.

4 The company had a turnover of about a million Euros

in 2004 when it was founded in 2004.

5

Students

personalise

the

grammar

focus

with

sentences of their own.

Possible answers

I worked for a company which produces software.

I study at a college that specialises in business courses.

The best kind of boss is someone who doesn't interfer.

Extension

Students

could

compare

their

sentences

in

pairs

or

groups.

6

Tell

students

to

make

the

sentences

non-defining.

They

should

insert

the

clause

in

the

middle

of

the

sentence.

Answers

1

My

company,

which

is

based

in

Sydney,

has

offices

all over the world.

2 Mrs. Sayers, who's waiting in reception, says she has

an appointment with you.

3 The man, whose briefcase we found last night, called

this morning to see if we had it.

4 The report, which I've just finished, is in your in-tray.

Pronunciation

You could help students focus on the pronunciation of

non-defining relative clauses at this stage by drilling the

four sentences in exercise 6. Students need to note that

there will be a slight pause where there are commas and

that the intonation often rises before the first comma to

indicate

the

speaker

has

more

to

say.

You

could

mark

the sentences on the board like this:

↗

↘

1 My company, /which is based in Sydney, /

↘

has offices all over the world.

↗

↘

2 Mrs. Sayers, /who's waiting in reception, /

↘

says she has an appointment with you.

↗

↘

3 The man, /whose briefcase we found last night, /

↘

called this morning to see if we had it.

↗

↘

4 The report, /which I've just finished, /

↘

is in your in-tray.

Chinese luxury obsession

Reading

7

This

task

requires

students

to

read

a

text

very

carefully,

and

correct

any

pronouns

or

features

of

relative clauses (such as commas).

Answers

1 which where

2 what who

3 who's whose

4 where, (delete comma)

5 when why

6 whose which

7 why where

8 nowadays, (delete comma)

9.2 Getting through

Automated voicemail systems

Listening

1

Ask

the

students

what

they

think

is

the

worst

invention

of

the

modern

age,

eg

the

car,

the

mobile

phone, etc. They then compare their ideas with the view

in the article. Find out at which point on the scale (1-10)

most

students

give

up

listening

to

an

automated

voice

mail system. Also find out if their companies use them.

2 9.1 Play the recording of someone having to deal with

an automated voicemail system.

Answers

1 GH Loans.

2 The caller presses 2 because he wants to speak to an

operator.

3

The

caller

reaches

3

on

the

scale

before

he

puts

the

phone

down

because

the

system

uses

speech

recognition

technology

which

requires

him

to

answer

9.1 Listening script

C = Caller

M = Machine

C Hello, I'd like to speak to...

M

Hello.

Thank

you

for

calling

GH

Loans

Customer

Care.

You

will

now

hear

a

number

of

options.

Please

press

the

option

you

require.

For

a

statement,

press

1,

for early repayment, press 2, for any other enquiry or to

speak to one of our operators, press 3...Thank you.

C Hello, I'm calling about...

M

Thank

you

for

calling

GH

Loans.

Please

note

that

your

call

may

be

monitored

for

quality

assurance

and

training purposes.

M

We're

sorry

but

all

of

our

operators

are

currently

unavailable to take your call. Please hold. Your call is

important to us.

M Hello. You're through to our loans department.

C Could you put me through to someone...

M To help us deal with your call quickly and efficiently,

please

answer

the

following

questions

with

or

3 9.2 This second call successfully reaches an operator.

Students listen and complete the information.

Answers