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How to Pass:English for Business Level 2

3d Edition 2oo4
@

Copyrght Logophon Lehrmittel-Verlag und Bildungsreisen GmbH

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All rights reserved;No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, photocopying, recording or otherwise, without prior permisson of the publisher.

ISBN Published by:

3-922514-294
Alte Grtnerei 2, 551 28 Mainz-BreEenheim,
Tel:

Logophon Lehrmittel-Verlag und Bildungsreisen GmbH Germany

Verlag@l=oqophon.de

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Fax:

Website: www.LogophgLde
ln cooperation

E-mail:

06131171645 06131172596

Section
- 16

with:

E-mail : nfo@lccieb-ge rmanLcofn Website : www. lccieb-oermanv. com

i

Platanenstr. 5, 07549 Gera Tel: 0365 l7 38 85 19 Fax: 0365 t 7 38 85 36

LCCIEB Germany

Section Section Section Section Section Bevision Test

Further Practice

Printed and bound in Stovakia.

OTHER BUSINESS ENGLISH TITLES PUBLISHED BY LOGOPHON VERI.AG GMBH: How to Pass English for Business Preliminary Level rsBN 3-922514-27-8 l-{ow to Pass English for Business Level 1 (3* edition) tsBN 3-922514-28-6 How to Pass English for Business Level 3 (3* edition) rsBN 3-922514-324
Student's Book Student's Cassette Teacher's Book Picture Book Student's Book Student's Cassette Teacher's Book Picture Book
How to Pass Spoken English for lndustry and Commerce Preliminary Level

rsBN rsBN rsBN lsBN tsBN rsBN isBN rsBN

3-922514-33-2 3-922514-38-3 3-922514-37-5 3-922514-39'1 3-9?2514-34-0 3-922514-41-3 3-9225X4-40-5 3-922514-42-1

-74

How to Pass Spoken English for lndustry and Commerce Level 2 (Threshold)

Answers: Sections 1

-7

How to Pass Spoken English for lndustry and Commerce Level 3 (lnterrnediate)' StuCent's Book tsBN 3-922514-35-9 Student's Cassette lsBN 3-92251444-8 Teacher's Book ISBN 3-92251443-x How to Pass Spoken English for lndustry and Commerce Level 4 (Advanced) Student's Book tsBN 3-922514-36-7 Student's Cassette rsBN 3-922514464 Teacher's Book lsBN 3-92251445-6

Answers: Further Practice Glossary - 162

Business English Tests More Business English Tests Advanced Business English Tests

lsBN tsBN

ISBN

3-922514-91-x 3-922514-92-8 3-922514-93-6

INTHODUCTION
This book can be used either as a class book or for self-study. lt contains 7 sections,
which cover the following tasks:

. .' .

Memos

Notices
Reports

Leaflets !rbr*t*o
r

Articles
Lists Letters

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1n7

Each section has an introduction, which explains the six-stage approach to answering the questions. The six stages are:

t iOentfyrhe task 2 Layoul i<>3^sx 3 ldentify rtffin, informarion 4 Group/orderrelevantinformation 5 Write the answer 6 Checkyourwork

oto*,!

This isollowed by an example where the six stages have already been completed. A :999nd example is provided and the student writes the answer compleling all six stages on his/her own' Following the student's example are six urther questions prwiding more practice material.

Answers to the questions in each section can be ound at the back of the book in the
section entitled'ANSWERS: SECTIONS 1 - 7.'

A'FlEVlsloN TEST'is

provided, which uses material from the completed examples in each section and requires the student to write all 7 orms o communication: memo, leaflet' notice, report, article, list, letter. The answers for the revision test are contained in the completed example at the front of each section. Following the revision test is a section entiiled 'FURTHER pRAcilcE.'This provides students with 20 urther questions requiring memos, leaflets, notices, reports, articles, lists and letters to be written' Answers to the urther practice questions can be ound at the' back o the book in the section entitled ,ANSWHS: FURTHEB PRAcTlcE.'

A'GLossARY'

section at the back of the book lists the main words used in the book.

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SECTION 1: MEMOS
STAGE 1: lDEl{TlFY HE TASK
memo tactfully."

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Read th question and work out exactly what you are req ired to do. The instruction at'the bottom of the question normally reads Write the memo." lt is useful to note down any additional instructions, eg 1 /rite the

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STAGE 2: LAYOUT
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A memo requires the ollowing information:

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o Who is the memo from? e What is the memo about? . What is the date? This information should be positioned next to the appropriate headings as in lhe example below. A job position may be added after the name of the sender (and/or recipient), eg To: James Douglas, Managing Director From: Janice Robertson, Marketing Manager. The initials o the writer may also be added at the bottom o th memo, eg J.R. Using paragraphs or difer nt points helps to getthe message across.

e Who is the memo to?

STAGE 3: IDENTIFY BELEVAI{T INFORMATION

A memo is usually fairly short. lt should include enough so that the correct inomation is communiiated, but should not include anything e}ato this.

The information and notes given are often in a suitable order. useul to group points relating to the same subject together.

STAGE 4:

cnoupl H'ffiLEvANT

lNFoRMATloN

lf the inormation iS not in a

suitable order'

itt}

it is

STAGE 5: WR|E THE MEMo

point, but The language used in memos is shorter and more direct than in letters. lt is important to stay to the receives the be polit . Wtch out or extra instuctions' such as 'Be tactful." Make sure that the person who memo will be able to understand the message.
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STAGE 6: CHECK YOUR

CHECKLIST: MEMOS

WORK

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message?) Have you completed the task? (Will the person who receives the memo understand the ls the layout correct? Are the details correct (To: From: Date:)? r'p;::1;;'; "i' Does thffiect line tell you briefly what the memo is about? Have you included all the relevant information? Have you ordered the lnformation in the best way? ls the language appropriate for a memo? rro,i'l ,,:i Have you checked spelling, grammar and punctuation'/
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COMPLETED EXAMPLE
You work at machines.

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STAGE 5: WHITE THE MEMO

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RJs cutting Machines, a company Which manufactues and service

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You have just received a telephone call rom Mr Lawdon, an important customer, who is very unhappy. Last week Mr Lawdon bought two machines from your company. Both the machins have broken down and you have agreed to go to his factory first thing in the morning to try and repair the machines. Write a memo to your assistant, Steve Hill, explining Why you will be out of the office tomorrow and asking him to carry out the duties listed below. ett nim you shoutd be back in the office by mid-afternoon.

MEMO
Stgve Hitl, , Your name t*J,,r*C*i Things to do tomorrow in my absedCe Today's date

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,' , tomorrow morning to try and repair them.

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ln my absence l would like you to,take care of a number g! things or mei

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Telephone Andrew in Enqiheering. Explain where l have gone nd why. Tell him l might need to,|calt,or-his help. :'
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Write the memo.

Telephone S_usan in Planningi

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Write the rnemo"

STAGE 1: IDENTIFY THE TASK

Ask her about the availability' of the new FxL 9000 cutt|ng
Take my ruejtinq at 10 am.

ilachine];

STAGE 2: LAYOUT
Subject:

Steve Hill Your name Things to do tomorrow in my absence Today's date

Telephone Valerie

STAGE 3: IDENTIFY RELEVANT INFORMATION

Ask

o " o " " ' . . 1 2 3 4 5 6 7

Say Why you're nol in oicetomorrow and reason 'jobs you had planned and now requie steve 10 do

q &***tL'nf $L components on the FXL 7500 has been resolved' Also ask her what the delivery time is for the FXL 7500.
if the situation with the aulty

on; Ext.

459.

telephoneAndrew(Engineering)

telephone Susan (Plannng) availability FXL 9000 10 am meeting Karen Locke (lngar Co.) new customer/ show around / demonstrate FXL goOO telephone Valerie (Ext. 459) situation aulty components FXL 7500 also delivery time FXL 7500 when you should be back

explain'situation/mightcall

should be back in the office by mid-afternoon.

STAGE 4: GROUP/OBDER RELEVANT TNFORMATION

Your absence rom office tomorow and the reason. The iobs you had planned and now require Steve lo dp. Telephone Andrew (Eng|neering). Explain Whee you are and Why you might call. Telephone Susan (Planning). Aak about tho availability o new FXL 9ooo.1 0 am meeting Wilh Karen Locke (lngar Co'). She is a new custome, show her around and demonstrate rhe FXL 9000. Telephone Valerie (Ext' 459). Ask i situation With faulty components FXL 75oo has been resolved. Also for delivery time o FXL 75oo? Should be back in the office by mid-afternoon.

1 2 3 4 5 6 7 I

STAGE 6: CHECK YOUR WORK CHECKLIST: MEMOS

Have you completed the task? ls the layout correct? Are the details correct (To: From: Date:)? Does the subject line tell you briefly what the memo is about? Have you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a memo? Have you checked spelling, grammar and punctuation?

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YOUR EXAMPLE
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STAGE 5: WRITE THE MEMO

situation:

you work in the Administration Department of.a.gold mirtb belonging to AG Corporation, an intemational mining company. Michael Rosselini is the Manager.
from Mr Rosselini on your desk' You have just retumed rom lunch to ind the ollowing note

Write the memo"

STAGE 1: IDENTIFY THE TASK

STAGE 2: I-AYOUT
To: From: Subject: Date:

sice biEnotjrnben pleVANTlNFoBMATloN

STAGE 6: CHECK YOUR WORK CHECKLIST: MEMOS

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1 2 3 4 5 6 7 I

Have you completed the task? ls the layout correct? Are the details correct (Io: From: Date:)? Does the subject line tell you briely what the memo is about? Have you included all the relevant information? hlave you ordered the information in the best way? ls the language appropriate for a memo? Have you checked spelling, grammar and punctuation?

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PRACTICE
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PRACTICE 4
Situation: sho

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You are Customer Services Manager at the Head Office of Lawson Shoes, a High Street
retailer.

You work in the office o Maple Garages, the main Ford car dealer in Norwich. The contractors who are redecorating your customer reception area have told you that they will need an extra day to finish the job" They had planned to be finished on Sunday night but will not be finished now until Monday evening. As a result the customer reception area will be closed on Monday. Write a memo to all staff informing them of the situation. Explain that customer access will have to be through the workshop and make the following points.

You are getting a lot of complaints from customers who have tried to exchange shoes or get a refund and who have been turned away. Write a memo to all retail stafi intoming them o the company's policy using the notes below.

Wite the memo.

Write the memo.

PRACTICE 2
Situation:
You work in the Head ofice o Anglo Energy plc. Mrc Hasten, Personnel Manag, says' ''christmas is apidly approaching and We need to know who is going to be on holiday and when. Can you write a memo to al| staf or me based on these notes lve made?'Hee are Ms Hastan's notes.

PRACTICE
Situation:

You are Personal Assistant to Sean Hay, Finance Director of RT Telecommunications.

At the last management meeting the Managing Director was very unhappy about the large increase in the Sales Department's photocopying bill. There had been a 500% increase compared to the same period last year. Mr Hay asks you to draft a memo for all sales staff in his name. He leaves the following notes for you.

Write the memo.

Wrlte the memo"

PRACTICE 3
Situation:
You are PA to Mr Robert Principal, Chairman of Atlantic Pharmaceuticals Co. The extended credit facility, which the company had with its bank, was terminated yesterday. This means that the company can't operate any longer. This morning the receivers were called in to take over the company" The Chairman has asked you to write a memo in his narne to all staff informing them of what has happened. He asks you to include the ollowing points"
3

PRACT'ICE 6
Situation:
You are Sales l/lanager of Enterprise Electronics.
poor Recently you have neceived several complaints from customers that goods nave arrived in packing' condition. ln all cases this was due to the fact that not enough care had been taken in very All the goods had to be returned and replaced" You know that your warehouse has been to busy relently and has had to employ students from a local college to help out' Write a memo tactful' Simon Wilson, Warehouse Managei, d"tailing the complaint. BeTow are your notes" Be

Write the memo. Write the memo.

SECTION 2: LEAFLETS
STAGE 1: ]DENTIFY THE TASK
Read the question and work out exacdy What you are equired to do. The instruction at the bottom o the tfre lealef or'\^/rite the lealet.'' question normally reads
There are no special rules or layot, however, a leaflet should be easy to read, e}"e_catc!ri1g and contain contact details and a date. Layout o lealets can be igppygt by:

STAGE

f;3rtl)u* 2: LAYOUT text bJrdP

lpt

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a a a a a a

centralising

writng impotant infomation in capital lettes

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keeping sentences short Uging questions and answers

i

portant infornnation

increasing the size of some text leaving space between lines underlining important information

A lealet is used to gve information about something, eg a sale or a special oer. ln every case certain inormation has to be given' contact details are essential. This is usually in the form of an address and/or telephone number. lt is important that all the information necessary is provided to ensure that whoever reads the lealet can understand the informalion and act onft The information and notes given are often in a suitable order. useu| to group inormation and order it in a logical Way.

STAGE 3: IDEIfiFY RELEVANT INFORMAflON

qt{(.lr(. t&.' STAGE 4: GBOUP/ORDEB RELEVANT INFORMATION

lf the inormation is not in a suitable order, it is

STAGE 5: WBITE THE LEAFLET The language usd n lealets must be clear and easy to.understand. Full'sentences are not necessary or the Whole text. slogans may be used i the |ealet is persuading people to buy. Figures, eg 25%, can be used to present inormation biefly and clearly' Watch out or extra instuctions' such as "Be pesuasive." STAGE 6: CHECK YOUR WORK CHECKLIST: LEAFLETS

2 3 4 5 6 7 I

Have you completed the task? (Will the person who eads the leaflet be able to underslahd lhe message?) iq tlp layout correct? Have you included contact details? Have you included a date o issue? Have you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a leaflet? Have you checked spelling, grammar and punctuation?

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or VlP Pass, a company oering access to over 25o

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STAGE 5: WHITE THE LEAFLET

LEAFLEI9

COMPLETED EXAMPLE
Situation: You work
VlP airport lounges worldwide.
Your boss, Mr Richard Crosby, asks you to write a leaflet for him, which can be handed out to passengers in airport departure lounges. He gives you the following inormation.

The VIP pass is

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SIMPLE, CONVENIENT AND AFFORDABLE .

and Wite the lealet'
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STAGE

Write the lealet.

IDENTIFY THE TASK

ACCESS TO,OVER 250 AIRPORT LOUNGES WORIDWIDE.

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gives you ,::.

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T}ere are no special rul s for layout, however,

details and a date.

STAGE 2: LAYOUT

t must

be easy to read,

ey _catching and contain contact

designed with the business traveller: in,mind:

STAGE 3: IDENTIFY RELEVAT{T TNFORMATION . VIP Pass . access to ove 250 VlP aipot lounges woldwide

TEI-EPHONE, FAX, access the INTERNET

i : read the FREE newsp newspaper , : '\ and have a COMPLIMENTARY cup of coffee: whilst waiting or your flight, then the VlP pass is for you.
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lf you need

to

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Vlp lounge

escapecrowdedairports peace and quiet

designed specially tor business traveller

or simply want to

offertelephone/axlinternetaccess
complimentary light rereshment ree newspaper

To get more details and to join on-line, visit our website

\,^lwvv.vrppass.ccm

simple/convenienvaffordable
or more ino join on{ine

2 3 4 5 o /

STAGE 4: GBOUP/oBDER RELEVANT INFoRMATIoN 1 Luxury o VlP lounoes.

VIP pass. Escape crowded airports. Relax in peace and buiet.

lssued on (today's date)

v Froe nowsDaDer. 1o Complimentary light refreshent r r For more ino.

12 Join on-line.

Access to over 2S0 lounges worldwide. uesigned specially for business traveller. oer telephon , ax and internet access'

Simple, convenient and atordable.

STAGE 6: CHECK YOUR WORK

1 2 3 4 5 6 7 I

CHECKLIST: LEAFLETS

Have you completed the task? ls the layout correct? Have you included contact details? Have you included a date of issue? Flave you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a leaflet? Have you checked spelling, grammar and punctuation?

sEcTloN,2

LEAFLETS
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YOUR EXAMPLE
Situation:
your family run a small picture framing business, Elliot's Art & Framing, at 17 Ashby Road, gBN. Tel: 01865 288 944. Headington, oxford oX2 your business offers. You decide to produce a lealet to inform customers about all the services
Here are Your notes.

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STAGE

5: WHITE

THE LEAFLET

Write the leaflet.

STAGE 1: IDENTIFY THE TASK

STAGE 2: LAYOUT

STAGE 3: IDENTIFY RELEVANT INFORMATION

STAGE 4: GROUP/ORDER RELEVANT INFORMATION

STAGE 6: CHECK YOUR WORK

CHECKLIST: LEAFLETS
1

2 3

4
5 6

Have you completed the task? ls the layout correct? Have you included contact details? Have you included a date of issue? Have you inctuded all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a leaflet? Have you ctrecked spelling, grammar and punctuation?
13

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PRACTICE
1

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PRACTICE 3
Situation:
You work at Monkerston Country House Hotel, Adderston Road, Monkerston, Derbyshire, NH1 6 sTR. Tel: 01659 7895 9685 Fax: 01 659 7894 5612 E-mail: ino@monkerstonhouse.co.uk Webs|te: www.monkerstonhouse.co.uk christmas cards to Send to all o their christmas and the horel n ,, "r"tEdjr'nn "Httfthn customes. You work in reception and have just received th ollowing e-mail rom your boss, James Dixon, asking you to prepare a leaflel to include in the Christmas card n

You work for Harvey Allen Fine Cashmere in their mill shop in Bradford, Yorkshire. The address is 74 New Leeds Road, Bradford, BD1 47AM. Tel:01274564555 Fax: 01 274 659 g5S Website. www.harueyallen.cQ.uk You decide to produce a leaflet, which can be used in Tourist lnformation Offices throughout Yorkshire, to encourage tourists to visit your mill shop. Use the ollowing article from your local newspaper.

dg'r_"t,

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PRACTICE 2
You work or a PB agency" one of your clients is Under the Sea Aquariums Ltd in Blackpool, Lancashire, FY1 1 BJH, a company who own several aquarium entertainment centres" Tel: 012S9 564 ggg Website. www.undertnesea.co.uk You are discussing a lealet wlth your client" You make the following notes during your meeting.

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Write the leaflet.

PRACTICE

4.

Client:

Situation: You work

Under the Sea 14 March New Leaflet

Date: Re:

balloon flights to coporate and private __ or Eagle Flights, a company which oes MC12 6TG' customers' Tne compny i' o"'"o at nit +g, Trafford lndustrI Estate, Manchestef, Freephone: oggo ss+ ogo' E_mail: jan@eaglelights.oom Website: www'eaoleIiqhts'com need all "l want you to produce a leaflet which we can use for mailing. We don't l'Ve made''' the address details, just ihe re"phone number and website. Here are some notes

your boss says,

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Write tne !ea{le!, 14

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COMPLETED EXAMPLE

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You work for Floberts Ltd, a manufacturer of sports clothing, based at Unit 78, Monument lndustrial Park, Chalgrove, Oxford OX4/- 7YB. Tel: 01865 400 987 Fax:01865 400 555. The Shop Manager, Mrs Patricia Nelson, asks you to write a notice for her to display the times of actory tours. The notice will be put in the window of the factory shop. Use her notes below.

Wilte the notice.

STAGE : IDENTIFY THE TASK

Wite the notice'

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Tour

Times

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A notice requires a clear hBading at

STAGE 2: LAYOUT

top. lt must have lhe name and poslion o the person who Wrote it at

...'.'..JanuarytoDecember
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the bottom. lt must have a date at the bottom.

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10.30am,

. . . . . . . o . . . . . . . .

1 1 .30am, 1 .30pm and 2.30Pm l,..:.'.....:.]...(oIbyappointment)

, Monday to Friday .r Tours at

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Roberts Ltd. manuactuers o sports cloihing Unil78, Monument lndustrial Park, chalgrove, oxodox44 7YB Tel: 01865 40O 987 Fax: 01865 400 555 Mrs Patricia Nelson, Shop Manager

'.;..:...]'.Friday(morningtoursonly)

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Elfluding public or local holidays

actorytours reeentry
tou limes Jan - Dec Mon - Fri

production rom concption to finished article

H

10.30, 11.30, 1.30, 2.30 (or by appointment) Fri (moming only) axcl. public / local hols tour lasts approx 40 mins purpose buill actory

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STAGE 4: GROUP/ORDER RELEVANT INFORMATION

Roberts Ltd. Manuactuers of sports clothing.

Unit 78, Monument lndustrial Park, Chalgrove, Oxford OX44 Tel: 01865 400 987 Fax: 01865 400 555 (today's date)

7YB

FactoryTours.
Purpose built actory. Production from conceplion to inished article. Tour Times. Januaryto Decembe' Monday to Friday. Tours al 10.30 am, 1 L30 am, 1 .30 pm and 2.30 pm (or by appoinlment). Friday (morning tours only). Excluding public or local holidays. Tour duration - approximately 40 minutes. Free admission. Mrs Patricia Nelson, Shop Manager. Unit 78, Monument lndustrial Park, chalgrove' oxord oX44 7YB. Tel: 01865 400 987 Fax: 01865 400 555. Today's date.

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STAGE 6: CHECK YOUH WORK CHECKLIST; NOTICES

Have you completed the task? ls the layout correct? Have you included a date, and a name and position? Have you given the notice a heading? Have you included all the relevant information? l-{ave you ordered the information in the best way? ls the language appropriate for a notice? Have you checked spelling, grammar and punctuation?

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NOTICES

YOUR EXAMPLE
Situation:
You work in the Finchley Branch of the National Bank at 034 High Road, Finchley, London, N12 8PL. Tet: 020 4655 6299.

STAGE 5: WRITE THE NOTICE

Mrs Edith Knowles, the Branch Manager, say,s'to Vou, "As you know the Branch will be closing down at the end of June. Write a notici for customers using these notes I've made."

Write the notice.

STAGE 1: IDENTIFY THE TASK

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STAGE 2: LAYOUT

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STAGE 4: GROUP/ORDER RELEVANT TNFORMATION

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1 2 3 4 5 6 7 I

CHECKLIST: NOTICES

Have you compteted the task? ls the layout correct? Have you included a date, and a name and position? Have you given the notice a heaCing? Have you included all the relevant information? Have you ordered the inormation in the best way? ls the language approprate for a notice? Have you checked spelling, grammar and punctuation?

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You are Office Manager of Blue Star Taxis, 34 King Williarn Street, Aberdeen, AB7 1FG" Tel: 01 224 465 988. You are looking for a parttime member of staff to answer the phone in your busy inner-city taxi office. You ask your assistant to draft a notice to put up in the local college. You leave him the following hand-written notes.

You are secretary to Miss Rosie Hill, who is lvlanager of a Call Centre. Last week a safety inspector visited the Call Centre. Miss Hill has just received a letter frorn him in which he advises that on his visit he saw many potential safety risks throughout the Centre. ln particular he was critical of staff smoking in areas where they shouldn't have been, eating and drinking at their desks and in general being very careless about closing doors, drawers, cupboards or in puttinE things away when they were finished with them. He was also concerned that accidents could happen caused by staff running instead of walking. He advised Miss Hill to put up safety notices throughout the Centre"

Write the notice for Miss Hill.

Write the notice.

PRACTICE
Situation:

PRACTICE 2
Situation: You are Curator of the Bamord Museum in Heywood, |_ancashire, oL10 6TP" Tel: 01706 259 871" You have put together an exhibition on the town's history and think that it would be a good idea to produce a notice, which could be hung up in all public buildings in the town, informing the public absut the exhibition. Use your notes to write the notice.

You work for Mill Street Motors, a new and used Car Sales Centre. Tel: 01522 986 322. your boss, Tom Bowles, hands you a fax he has just received. He asks you to produce a notice in his name, which can be sent out immediately to all customers, who should call and make an appointment with Maureen Greene to bring their cars in. He asks you to make sure you apologise for any inconvenience"

Write the notice"

PRACTICE 3
Situation: You are lnformation officer on SS Titania, a erry operating between Hull, England and Arnsterdam, Holland" To welcome passengers aboard and to inorm them of what is available on board you decide to draft a notice, which you can put up in all the cabns. Here are your notes. Write the notice.

PHACTICE
Situation:

You are Manager of FutureWorldNow Entertainment Park. o the new rides' The park will open in half an hour|s time and you have just been told that one a fault and SpaceXpress, is not working. You speak to the engineers who say they hlY* found apd deci99 tn that you don't Jpen the ride this morni*ng You accept their advice recommend the notice' place a notice at ine main entrance to inform ffre pu6lic. use these notes to write

VQuchers required for meals - buy rom restauant or tnfo office. Hand-in valuabtes
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tilt;a,mvs in

sailing. Lounges.

' :.. "'doorinotinorwhenasleep

Write the notice.

Sund na lounge : enteftainers rom 18oo:- o1oo. inio,oice,open a;tl m;i'Rboiiieaiil-oc*"i;i:1'",,1i ntarn"9d a'q;1Peck4ext|1'eicn*g;ofiur;,1':[ii:i:];:;]-':;]';i.;:;'l: :1'

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SECTION 4: REPORTS
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STAGE 2: LAYOUT

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by 5 sub,o.ort reouires an underlined title at the top, describing biely What the repol is about, ollowed *itii headings as shown below' lt should have a signature and date at the bonom'

STAGE 3: IDENTIFY RELEVANT INFOHMATION

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you ound it out and Wht your A report iequires details o What you have been asked to ind out' how actual so all infomation must be elevant to the title' ilil;s;;";-;;. ft l"jn.'"ror.

STAGE 4: GBoP/oRDER FELEVANT lNFoRMATloN STAGE 5: WRITE THE REPORT

Group and order the intormation under the appropriate headings'

rne ranquage used

points is a useul technique' in reports is actual and neutral' Numbering

STAGE 6; cHcK YouB WORK CHECKLIST: REPOBTS _

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able to understand the inormation?) Have you completed the task? (Willthe person who reads it be ls theiayout conect? oo"" tt' ritl" t"ll you briefly what the report is about? Are the headings-correct aird in the conect order? H you inclu ed the conect information under the correct heading? Have you signed and dated it? ls theianguge appropriate tor a report? Have yoricncteb'sptting, grammar and punctuation?

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STAGE 2: LAYOUT A report requires a title and the following headings: 1 Terms of Reerence Z Proceedings 3 Findings 4 Conclusions 5 Flecommendations It also requires a signature and a date. STAGE 3; IDENTIFY RELEVANT INFORMATION
responses to customer satisfaction questionnaires report for Mr Sherwood about how satisfied customers are to be handed in asap 105 cars serviced and questionnaires sent out 78 replies received were customers satisfied with service? 51"/" are,39o/" aren't (no difference) are customers satisfied with cost? 23% are, 657o aren't (labour and replacement parts) are customers satisfied with length of seruice? 25% are, 48"/" aren't (problem for people not working fulltime) are customers satisfied with work carried out? 62% don't know (not mechanics - how do they know?) other comments & suggestions from customers showroom unattractive & dark suggest free coffee, TV, play area general opinions - customers not satisfied recommendations - improve pianning of services and implement customer suggestions

REPOHTS

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Situation:
You work in the Customer Services Department of Grangetown Garages in Newcastle-upon-Tyne. The Managing Director is Mr Flob Shenruood.
out to them. Mr Sherwood instructs you to write a repoft on customer responses to the

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questionnaire to see if they are happy with the services carried out on their cars. He wants the report as soon as possible. You have analysed customers' replies or the last 3 months and have made the following notes.

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1 Are customers satisied with service?] Yes (Y) 51% No (N) 39% Dont know (DK) 10%
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Mr B "don't notice any difference!! Mrs Y "car was fine before and is fne now''
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Mrs D ''replacing parts _ how do l:know Mr G "all the costs are for labou/f

Commgnts:

i they do?''

3 Are customers satisfied with length o service? Y 259 ,, N DR27%

'

48%

General

No problem for people working full-time - leave car in garage all day
-

- Have to wait in showroom (sometimes up to 4 hours!)

We can't tell them how long service will last

4 Are customers satisied with work carried out?

19%

19%

DK62%

Connments Mr B "l'm not a mechanic!" Mrs Fl "how do I know?" 5 Other comments Over half said showroom unfriendly ("not very light", "not very clean", "old cups lying aroundi') Other suggestions:
14 people suggested ree coffee:in:showroom

STAGE 4: GROUP/ORDER RELEVANT TNFORMATION I!!lg Evaluation o Responses to customer satisaction Questionnaire. Terms o Fleerence Mr Sherwood has asked or a repot on how satisfied customers are With the seNicing o their cars. To be completed as son as possible. Proceedinos Analysed the responses received. Findinos l 39% Were not satisied. Reasons given: people can't see difference after service. only 51% satisiied With srvice. 2 23"/" Were satisfied With the cost o the service. 657o were not satisied With the cost' Reasons given include thal all costs Were for labour and customers are charged or replacemenl parts but the!/ can't check whether they have been replaced or not. 48"/" were not satisfied with the amount of time a seruice takes. The main problem is that we can't inform them how long the service will last and customers have to wait in the showroom. On one occasion a customer had to wait 4 hours. Only 25% were happy with the length of the seruice" These
were all customers in full-time work, who left the car at the garage all day. 62/o replied that they didn't know whether they were satisfied with the work carried out; Customers

21 suggested TV in showroom 9 suggested play areafor kids

Other comments included that showroom was not very light or cfegn and 19-t verVrTtra:tjve: Several suggestions or improving facilities in the showroom, eg ree coffee, TV, play area for: kids.

repliedthattheyarenotfamiliarwithcarenginesandhowtheywork"

Write the report.

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STAGE 5: WRITE THE REPORT

YOUR EXAMPLE
Situation: Mrs Ann Cage is Managing Director
restaurants.
of Burger Express, a national chain o fast food

MrSherwood, Managing Dlrector; has asked me,to wr:ite a reportas soon aspossi6;g,s1','.;'!.' ''];.'''i customer satisfaction regarding the servicing o their cars over the tast 3 months. "

Terms,o, Reference

. '

Mrs Cage asks you to compile a report about the standard of service at 4 restaurants in the group. She is worried because several complaints have been received recentty about these restaurants. You visit the 4 restaurants which are situated in Chester, Shrewsbury, Bristol and Cheltenham and make the ollowlng notes.

questionnaires,whichcoveredthe5areas.detailedbelow.

Of the 105 questionnaires sentout to customers, 78 were retumed.

Proceedings

analysed'the.7A:compteteO

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1 The car servic.e. over one third (39%) were'not happy with the service as ther n;:' obvious improvement in their car's performance: Just over half (51%) were satisfied:With the service carried out.

Findings

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2 The cpst. Less than a quarte r (23%) Were hppy with the cost of the service. 657o.thouqht it'|' was too high and complained about the labour'pharges; There were also questions,as to- : ;,:.,. whether replacement parts had been replaced or not. 3 The-,length o time. Just under nailt (aa") wer, dissatisied witl'r the time taken. ln severai,: cases customers had to wait in the showroorn as we were unable to say how tong a servlce,.r' would take. The 25% who Were happy are atl in full-time emptoyment ao leave the car at the

garage all day.

4 The work Etried out. The majority of customers replied that they were unable questionbecausetheyarenotexpertsncarenginemechanics.

to answer,this

s other

creating a play area for children"

comme-nts. The general opinion is that our showroom is dark, dirty and unfrinory, suggestions for improving the facilities included providing free cofee, insdling a TV:and '

Conclusions

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showroom very friendly and attractive.

ln general customers are not satisfied with the service we are providing and do not ind the

Recommendations
I

recomrnend that we: Plan and timetable services more efficiently and inform customers how long their car service will take. lmprove the showroom and make it more customer-friendly by implementing some of the customer suggestions outlined above and by considerng reo corating i.

Dfferent reasons:
-

seas available but tables piled high with used plates.

1

Only

employee clearing tables.

Told many staff hadn't turned in that day (often happened).

Customers had to clear own tables.

Cheltenham

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1 2 3 4 ? 6

STAGE 6: CHECK YOUR WORK CHECKLIST: REpORTS

ls the layout correct?

Have you completed the task?

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STAGE 5: WHITE THE REPOBT

STAGE 2: LAYOUT
A report requires a

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STAGE 3: IDENilFY RELEVANT INFORMATION

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STAGE 6: CHECK YOUR WORK CHECKLIST: REPORTS

1 2 3 4 5 6 7 I

Have you completed the task? ls the layout correct? Does the title tell you briefly what the report is about? Are the headings correct and in the correct order? Have you included the correct information under the correct heading? Have you signed and dated it? ls the language appropriate for a report? l-{ave you checked spelling, grammar and punctuation?

sEcTtoN 4

REPORTS
1 of jewellery shops. You are Shop Manager of the

PRACTICE
Situation:

PRACTICE 3
AG

AG Gold Co. is an international chain

Shop in Edinburgh's Waverley Shopping Centre.

$ituation:

You are Sales Manager of the Worldwide Music Company (WMC), South Bank, London, SEl 8XC. You have iust returned from a sales conference and your Sales Director, Mr Gary Hayes, says, "That's the first time the company has used Roundtree Conference Centre. Let me have a report on the suitability of it for future conferences or training seminars." Use your notes.

over the last 6 months the shop's proits have falten dramatically. The Regional Manager, Andrew Sheringham, has asked you to write a report on the reasons for the decrease in sales. Here are some notes you have made"

Write the report. Write the eport.

PRACTICE 4 PRACTICE 2
Situation: There
has been much talk recently about the proposed merger of the UK company pylo Plastics With lhe US company Penn Plastics lnc. The Board o Directors o the UK company want to find out how their employees would feel about such a merger. They ask you, the Personnel Manager, to find out and to produce your indings in the form o a report. You speak to all Departmenl Heads individually and to staff in groups duing lunchbreaks in the staf canleen. These are the notes you make.

Situation:

You are Sales Manager of Mercury plc, a large electronics company. Your Personnel Department recently sent you two young men who were interested in a fulltime job in sales. lt was agreed to give them a one-month trial at the end of which one of the men would be offered a ull_time position. Your company's Personnel Manager, Ms Katy Dixon, will make this decision but she asks you for your opinion in the forrn of a report. Use the notes you have'kept.

Jake Sinclair and Barry Brewster

Staff in partcular not clear whether merger or takeover.

Started work in sales on Mon 3 Sept.

Both work directly under my supervision.

Heads of Depts clearer an this point but not clear exactly how merger could work, Nobady clear as to effects of merger. Witl there be job /osses?

JS & BB have been on time every day.

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You are Chie Sa6ty officer at cosmos Transport plc.

PRACTICE 6
Situation;
You are an Administrative Assistant in the Finance Department of Paul Kavanagh
Distribution Ltd.

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over the past 6 months there have been a number o minor accidents in your Central Warehouse in Exeter. Last Week an employee was badly iniured when a ork_lift truck reversed into him. Your MD, Sir Humphrey McAulay, has instructed you to go to Exeter and compile a report about this accident with recommendations as to how the safety record in the warehouse can be improved. You use the accidonl report card below and speak to staff who were present
at the time. Here are your notes.

Last week Mrs Gerard, the Financial Director, called you into her office and asked you to write a report on the increase in the amount of paper being used. You have done some research into the problem and made the following notes. Use the notes to write the report.

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,Reasons for this? Spoke to staff' I lncrease in e-mails sentl

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received
tontg (especiatty repted messages/

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Some messages severat pages

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messages very short (eg 'thanks!). Staff print out evey message, iryelspective of how long it is.

2 Faster printers
Very easy and quick to print'. eryployees dan't check work on screen'(careless) - they print out,
then correct and

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ACCTDENT REPORT CARD

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Name of injured
Date o accident:

now finding initformation through inte,met.;:Fina

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person:

then find another and print Wilred Smith

etc. Later thrown away.

Warehouse Assistant
14 April 18.45

4 Print dacuments every time they are needed

Particutarly young staff (tazy) - don't like filing, don't tike toaking for documents. Easier and
faster to print out again.

Time of accident: What happened?

A fork-lift truck which was driven by Henry Stevens reversed into Wilfred Smith in passage 3b of the warehouse.

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Action taken:
An ambulance was called at 18.48. wS was taken to the casualty
Department of Exeter General Hospital. His right leg was broken in two places.

Write the report.

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SECTION 5: ARTICLES
1 : IDENNFY THE TASK Bead the question and work out exactlY what You are required to do. The instruction at tho bottom o th ouestio1 normally reads 1l\lite the article.'' lt is useul to not down any addfuional instrubtions, eg add any other intomation you think may be uselul."

STAGE

STAGE 2: LAYOUT

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An article requires an undelned title and should consist of several paragraphs. The an anesting opening a middle a closing sentence or paragraph. Below is an example o layout for an aticle'

te}.t

should have:

Writino an {iclq
How do you make the opening of an article arresting? one Way is to start the irst paragraph with a question and then provide an answer.
l you Want to make the reader read on, you have to make it interesting and direct the text at the reader. One way is to use 'you' in the article.

Before you start, however, you should always read the question carefully and work out exacfly what you are required to do. Think about what the article is for - is it for a company newsletter or a magazine? Then Work out who the intended reader o the article is and decide what information is useful and important.

STAGE 3: IDENTIFY RELEVANT INFORMATION An article is Written to give information to the reader. Read the question and decide What inormation is important to the reader in order to complete the task. You are often asked to invent information. A$ain. decide What informaion is useful and important to the reader and make it up accordingly. STAGE 4: GROUP/ORDER RELEVANT INFORMATION The irst paragraph should make the reade Want to rad on. All the points you wanl to make should follow in a logical order and they should be drawn together or concluded in ihe final paragraph. .s STAGE 5: WRITE THE ARTICLE Articles are usually written to go into a magazine (eg company magazine or newsletter). They should be narrative and infomative' Watch out for extra instructions, eg questions which say, 'Your article should be interesting and persuasive" or ?dd anything else you think i relevant.'

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STAGE 6: CHECK YOUR WORK CHECKLIST: ARTTCLES

ls the layout conect?

Have you completed the task? ls th titl suitabl? Does it have an opening, a middle and an ending? Have you included all the relevant inormation? Have you ordered th information in the bgst Way? ls the language appropriate for an article? Have you checked spelling, grammar and punctuation? 37

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COMPLETED EXAMPLE
You work for CPI international airlines. You company has recently installed a new self-service check-in system called 'Check & Go'. Your boss asks you to write an anicle for your airline's passenger magazine explaining the new system and encouraging people to use it. Here are your notes.

ARTICLE

CHECK & GO SELF-SERVICE CHECI({N

i'::]. automatically and obtain a boaring:,pss or'your flioht without h"uingio-]queue:'

Write the article"

insert your: ticket into All you have to do is follow the,o"n"$creen istructions. You are asked'to r the machine after which your flight details appear on the screen. Once you have checked these details, you pressthe "conirrn",Lufton,'You]will then be asked all the]stnoro questions about

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STAGE

1: IDENTIFY THE

TASK

your hand-luggage, passport ano nlr visa requirements there rnay be; , -'

STAGE 2: LAYOUT An article requires a title, an arresting opening, a middle and an ending. STAGE 3: IDENTIFY RELEVANT TNFORMATTON
CPI international airlines 'Check & Go' new time-saving idea check in automatically & obtain boarding card no queue insert ticket into machine light details are shown on screen check details are correct & press 'conirm' button ansvi/er usual questions about luggage, passport, etc available seats appear on screen, choose seat & press 'confirm' boarding pass printed passengers car'! go straight to gate. 'C&G' computer terminals in all UK airports only passengers with pre-paid ticket & hand-luggage

Check & Go computer terminals have now been installed

which airport you are flying from.

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in all UK airports, so it doesn't matter

lf you haven't tried it yet you're missing out on one of the best time-saving ideas around"

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STAGE 4: GRoup/oRDER HELEVANT tNFoRMATtoN "t 'Check & Go' self-service check-in from CP! international airlines. ? 9nly passengers with a pre-paid ticket and hand-luggage.
Check in automatically and obtain boarding pass"
No queue.

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14 Time-saving

Passengers insert ticket into the machine. Flight details appear on the screen. Check details aie correct and press ,,conirm'' button. Usua!questions about hand-luggage, piu.port ut.. Available seats appear on screen" Choose a seat and press ,,confirm" button. Boarding pass printed. Passengers can go straight to gate. Computer terminls in alUK ai-rports.
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STAGE 6: CHECK YOUR WORK CHECKLIST: ARTICLES

Have you completed the task? ls the layout correct? ls the title suitable? Does it have an opening, a middle and an ending? Have you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for an article? Have you checked spelling, grammar and punctuation?

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YOUR EXAMPLE
Situation:
You work fo AEc Hydroelectric plc A year ago your company built a new Visitor Centre. Your boss gives you the following notes to wrte an article or a magazine produced by the National Tourist-ofiice. The article sh uld provide inormation about the clmpany and lts centre.

STAGE 5: WRITE THE ARTICLE

Write the article.

STAGE

1: IDENTIFY THE

TASK

STAGE 2: LAYOUT
An article requires a .........,..........

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STAGE 3: IDENilFY RELEVANT INFORMATTON

STAGE 4: GROUP/ORDER RELEVANT INFORMATION

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Have you completed the task? ls the layout corect? ls the tiile suitable? Does it have an openiog, a middle and an ending? Have you included all the relevant inormation? you ordered the inormation in the best way? |_lave |s the language appropriate for an artcte? Have you checked spelling, grammar and punctuation?

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PRACTICE
Situation:

PRACTICE 4
Situation:
You work for MultlPrint" The Managing Director !s Mr Chris Thompson.
Mr Thompson asks you to write an article for the company magazine about last Friday's official opening of the company's new head office at Ringway House. Here are his notes.

You work for VTFI, a UK car manufacturing co!'npany" Your company is planning to expand into Spain and your boss has just returned from a successful business trip to Barcelona. He hands you some notes and says, "The trip to Spain was very interesting. Hopefully we'll be sending one or two employees out in the next few months. There are a few things that they need to know before they go. Use my notes to write an article for the next newsletter."

Add any other inormation you think may be useful.

Write the article.

Write the article.

PRACTICE 5
Situation: You
are a student of lnternational Management in London. Last year you spent a year at le Faculte des Sciences Economiques in Geneva, Switzerland. Your year was funded by DGFI Consulting, an international management consultancy company.

PRACTICE 2
Situation: You work for DIDA Educational Publishing House, which is based in Prague, Czech Republic. You are preparing information for an international book fair that your company is attending. Your boss, Mrs Silanova, has asked you to write an article for the exhibition magazine which will be given free to all visitors. She gives you the following notes.

DGFT have asked you to write an article for their in-house magazine about your year abroad. The article should provide information about what you gained rorn your experience and how the year has helped prepare you for a future in international management. Here are your notes.

Write the article.

Write the article.

PRACTICE

,6

PRACTICE
Situation:

Situation:
,W{*

You are Training Officer at Wills Electronics. Your company has a very good record of investing in employee development. Write an article for your company's in-house magazine. Here are your notes.

You work for Glasden Chemieals. Your boss says to you, "Rita Powell has worked for the company for 40 years. I think we should put an article in the company magazine about this congratulatlng her and thanking her for her loyalty. Can you write it for me? Here are some notes I made at her presentation yesterday."

Add any other information you think may be useful.

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Read the question and wok out exactly what you arerequired.to do and What the list is to b use(t for. The instruction at the bottom of the question.normlty reads ,,iilrite the list."

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STAGE 2: LAYOUT

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STAGE 3: IDENT|FY BELEVAI.IT TNFORMATTON

The inormation given is often in a suitable order. l it is mixed up or epeated, make sure inormation concerning the same'theme is groupd together.

STAGE 4: GBOUP/ORDER RELEVANT INFoRMATIoN

STAGE 5: WRTTE THE L|ST The language used in lists is to the point. t is often or someone to refer to at a meeting so should be brie but contain all the information, so that the reader can talk from it. STAGE 6: CHECK YOUB WORK

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(Will the person who has to read it have allthe inormation lavout correct? you given the list a tiile? you used numbered poinb and headings if appropriate? you included all the relevant information? you ordered the information in the best way? language appropriate or a list? you checked spelling, grammar and punctuation?

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COMPLETED EXAMPLE
Situationi You work for Hearnsey Castle Gardens Ltd. This evening you are going to give a talk to a group of visiting French tourists. Use the information below and make a list to refer to durin$ your talk.-

STAGE 1: IDENTIFY THE TASK

Write the list.

A list requires a title and numbered points.

STAGE 2: I.AYOUT

STAGE 3: IDENTIFY RELEVANT INFORMATION

Hearnsey Castle Gardens are situated two and a hal miles from the town centre on the aszia' road, The gardens are open 7 days a week throughout the year. Bookings from organised groups:are welcome. During the summer months, which is from the end of March to the end of October, the gardens,,

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- 5"30pm, and visitors can enjoy the Walled and Wild Gardens, WoodlanJ Watks, Flestaurant, other attractions and events. Season tckets are available during summer season. ln the winter months, from the end of October to March, visitors can enjoy the Walled and Wild Gardens and Woodland Walks during daylight hours"

are open from 11am

lhe

o colour and charm for both

beautiful garden in peaceful surroundings.

The 12 acres o Wild Garden eature Woodland and Riverside Walks and provides a rich variety the keen gardener, or for the visitor simply wanting to enjoy a

The large Dornestic Garden is on a grand scale and lies at the centre of this traditional estate occupying a beautiul position on the River Severn. The garden is surrounded by magniicent hills and planted with a wide variety of mature specimen trees. Within the Walled Garden are greenhouses, which house many unusual species of plants, and an.enchanting rose garden.

located 2.5 miles from town centre on 83258 $rdens open 7 days a week all year bookings from organised groups welcome SUTlTler season opening - end Mar - end-Oct (1 1 - 5.30) - watled gardens, wild gardens, woodland walks, restaurant, other attractions and events - season tickets available winter season opening - end Oct - Mar (daylight hours) - walled & wild gardens and woodland walks domestic garden - large, grand scale at centre o estate - beautiful position on River Severn - surrounded by magnificent hills - wide variety of mature specimen trees walled garden - greenhouses - many unusual species of Plants - rose garden (enchanting) wild garden - 12 acres

- woodland and riverside walks - provide a variety of colour and charm for keen gardener - beautiful garden in peaceful surroundings for visitor

other attractions Gift Shop

Other attractions include a Gift Shop, Children's Corner, Art Gallery and Tearoom/Flestaurant. The Art Gallery is situated in the courtyard opposite the Restaurant and has regular exhibitions of invited artists throughout the summer. The Tearoom/Flestaurant serves morning coffee, lunches and afternoon teas, 1 1am - 5.30pm. Bookings for lunch are advisable. Coach parties
, H.rv !ve

and evening parties can be admitted by arrangement. Special events are held throughout the summer. lnformation can be obtained from the estate office or from the local press. During the summer months the admission charge is

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- regular exhibitions through summer Tearoom/Restaurant - morning coffee, lunches and afternoon teas (1 1 - 5.30) - bookings for lunch advisable - coach parties / evening parties by arrangement general - special events held throughout the summer - information from estate office or local press prices Summer: t2 lChildren (5 - 14) 50p / Under 5 free Winter: t1 I Children (5 - 14) 50p / Under 5 free Hearnsey not a National Trust garden, but privately owned and run by the family

Children's Corner Art Gallery

f2 or adults and 50p for children (aged

between 5 and 14), During the winter months the charge is f 1 for adults and sgp for children (5 - 14). There is no charge for children under S. Hearnsey is not a National Trust garden, but is privately owned and run by the Hearnsey family, We hope you will enjoy it with us.

STAGE 4: GROUP/ORDER RELEVANT INFORMATION

Location Gardens . Domestic Garden . Walled Garden . Wild Garden
Other attractions . Art Gallery

Write the list.

. Tearoom/Restaurant Opening times . Summer season . Winter season General Prices

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STAGE 5: WRITE THE LIST

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2.5 miles from town centre on B32Sg

You work for Mrs Carol Young, who owns a lot of proper$. You are responsible for the adrninistration of the lats she rents out"
Last week you installed a new washer dryer in the basement of one of Mrs Ylcung's btocks of flats, after the last one broke down. There are 10 flats in the block, all of which share the washing machine. Use the information from the usefs manual below and make a list of DO'S and DONT'S to hang on the wall above the machine.

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This machine should only:'be usd for its intended purpose as descrbed,in the manual which should be ully understood before operating. This machine includesmany safety features including a door interlocki which plevents the door being opened when there is water in the
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OJher attractions

Gift Shop Children's-Conlgf Art gallerv

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must be removed rom the dim before tumble drying. All foam and'rubber articles are not

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suitable for tumble drying and must not be placed in the dryer.
During tumble drying the drum inside the washing machine may get very hot. ln the interests of

' information rom the office or from the local press " Hearnsey not a Nationat Trust garden . privately owned and run by thelamily
Prices .
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. special events held throughout the summer

safety always allow the dryer to complete the cool down period before removing your washingWhen tumble drying it is imperative that the cold water supply is turned on. Under 5's ree Under 5's free
lf the machine appears to be faulty do not continue to use it. After use always make sure that

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CHECKLTST: LTSTS 1 Have you completed the task? 2 ls the tayout correct? 9 Have you given the list a tifle? 4 Have you used lupbered points and headings if appropriate? I Have you inctuded ail the retevant information? 6 Have you ordered the information in the best way? I ls the language appropriate 8 Have you chckeo'spetling, or a list? and punctuation? grammar

STAGE 6: CHECK YOUR WORK

Write the list.

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STAGE 5: WHITE THE LIST
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STAGE 6: CHECK YOUR WOHK CHECKLIST: LISTS

Have you completed the task? ls the layout correct? Have you given the list a title? Have you used numbered points and headings if appropriate? Have you included all the relevant inormation? Have you ordered the information in the best way? ls the language appropriate or a list? Have you checked spelling, grammar and punctuation?

tee

LtsTS.

PRAcTlcE
sltuation:

PRACTICE 3
Situation:
You are Assistant Manager of a shop, which sells electricai goods.

You work for Domestic Appliances Ltd, a company, which manuactures DAL ire extinguishers.

your talk.

You have been asked to give a talk on fire prevention and fire safety to a group of business people in your local town. List the important details rom the information nlow to refer to during

Iot

ELEC Fridge Freezer. Make a list

_Ugts

gives you the information below and says "Here's some information about the new of the main points for the sales staff to refer to."

Write the list. Write the list.

PRACTICE 4 PRACTICE 2
Situation: You work or the organisers of LinguaMarkt, an internationat language fair held every year.

Situation:

You work for Sunshine lnsurance and specialise in personal travel insurance. You have decided to draw up a list of the main points from this article, which you can give to all your company's reps to help them when selling travel insurance to customers.

You have been invited to give a talk at a local training college to inform teachers and students about the fair and encourage them to attend. Make Jlist otlne main points from this article to use as a hand-out during your talk.

According to new research travel agents and tour operators are still the major providers of travel insurance, but nearly one in six travellers now buy direct from an insurance company. Research has shown that as consumers have become more knowledgeable about the intricacies of travel insurance and the various types of cover on offer, they are beginning to demand lower prices and higher levels of service. The research has revealed that insurance premiums can vary by as much as 50% for the same level o cover. There are a number of key features, which should be included in any holiday insurance cover. lt is important that you are insured against cancellation of your holiday, and medical cover should be at least t1m for travel within Europe and double that i you are heading further afield. Adequate personal liability insurance is essential, especially if you are travelling to the United States where the cost of a lawsuit could bankrupt you. You may even be refused entry into the US unless you have at least E2 million public liability CoV .';You should also ensure that there,is' sufficient cover or lost, stolen.ordamaged

Write the list.

Write the list.

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PRACTICE 5
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one

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STAGE 1: IDENTIFY THE TASK
o the ead the question and Work out exactly What you ar equired to do. The instruction at the bottom -Writ the reply.'' question normally reads "Draft lhe lette" or

You are an Administrative Assistant in a medical practice.

Doctors gives you the article b low and says, "l'm giving a talk at a conference nsxt week. Here's an article l wole or a medical ioumal last month. Can you make a list o the major points which I can use as an overhead during my talk?"
o the

STAGE 2: LAYOUT

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The number o'ovgrw ight p ople worldwide has ndw caught up with the number eople vno :. ,':i ae ungeneo accorolng To slallsncs rom Us baseclresearch orcanisation. Ther 4re are underfed according to statistics om a US basedresearch organisation. There are 12 billiorn ,;';|i-"] 6i11;66" ,*l'": otFth pounds, along_with Wes|ern Euope, as poPlrlatlgnsmove away rom the'country io
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A letter requiIss the fol|owing inormation and examples of layout are given below: lnclude addess andtelephone number' otherdetails may also be included. Sender,s ecipient's name (and position): The title and namti'iif the person ollowed by their position (if appropriate). The postal address of the intended recipient. Recipient's address: An appropriate date (this will depend on any dates given in the question). Appropriate date: Dear (name) or Dear Sir/Madam or Dear Sirs Correct salutation: Correct complimentary close: Yours sincerely or Yours faithfully Your name or a space if your boss has said "ready for my signature." Sender's signature: Your name or the name o your boss. Sender's name: Your position or the position of your boss. Sender's position:

address:

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3i"jfisffiber _ i . Treating'obesty*lated illnesses

Greatereto'rsneJio

, tapefslo.reduceob , :,
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costs_Britain s bittion a vear. or az.ot trl" n"iioot n"nn budget The govemment has done little to crb.the oroblem and'indeed abandbnd''natioilai,',

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156 George Street, Preston, PRg 4HT Tel: 01772 631 8899 Fax: Afi72 631 8870

Tel: 01962 881446

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Winchester

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Purchasing Manager FGY Electrics Co. 14 Fyfde Avenue .

Kirkham

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PR35 TEE

Write the list.

PRACTICE 6
situation:
You are employed in th Markoting Department o x-Ways Supermarkets, one supermarksts in the UK.
o the

maior

Yours faithfully Jackie Grahams (Mrs) Sales Manager

You have been invited to give a talk about loyalty cards to a group o housewives in the local town hall. Make a list of the main points rom this article to us} as a hand-out during your talk.

There's no place like X-Ways. There's no card like SaveEX. We've been taking a closer look at what our customers want from X-Ways. The answers are leading to some exciting new changes to SaveEX. To simplify the SaveEX reward scheme it will now be calculated in points" You will earn points when you use your SaveEX card with bonus points being added when you !'each new spend levels throughout your personal year. Points will be shown on your statement, which you will be able to convert into SaveEX vouchers to spend in any X-Ways supermarket. Alternatively you can convert them into Air Miles. From your next personal year you will be able to enjoy earning points sooner and more often. You will start earning reward points as sootl as you have spent only f50 and continue to receive points for every additional,,,

STAGE 3: IDENTIFY RELEVANT INFORMATION The lette you are required to Write iS normally in response to a letter, Which your company has received' ln question Decide order to re'ply properly you will also need some other information, which is given in lhe exactty whthe iecipint wants to know and then identify the relevant information' STAG 4: GRouP/oRDER RELEVANT lNFoRMATION STAGE 5: WRITE THE LETTEB The language used in letters is usually fomal and polite.
,

Group the information according to theme and present it in a logical order'

STAGE 6: CHECK YOUR WORK

Write the list"

1 2 3 4 5 6 7 8

Have you completed the task? (Does your reply provide thg inormation requested in the original letter?) ls the layout correct? Are the sender's details and tho recipient's details correct? ls the dale appropriate? Have you included all the elevant intormation? Have you ordered the inormation in the best Way? ls the language appropriato for a letter? HaVe yoricnjcreu'splling, grammar and punctuation?

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You work at Fulton s Bookshopl llngway House, Kelvn Fload, Enfield, Middtesex, EN3 4RT. Tel: 020 5631 8Bg9 Fax: 020 s6gi ggzo E-mail:info@fuJtons.co.uk Website; www.ultons.co. uk The Manager is rrrs Ruih-[ea: Mrs Lea has just received the ollowing letter from Richard Hancock, a Wetl_known sports personalty' She hands it to you and asks you to draft a repty ready or her signature.

Draft the letter.

STAGE 1: IDENTIFY THE TASK

Write the letter.

STAGE 2: I-AYOUT
Sender's address: Flecipient's name: Recipient's address: Appropriate date: Fulton's Bookshop, Hin$wy Houie, Mr Richard Hancock
8 Mollison Avenue, Carmarthen, Dyfed, SAgg 15 February .."
t<tvin

oao,Enield, Middlesex, EN3 4RT

TEE

Conect salutation: Dear Mr Hancock Conect complimentary close: yours sincerely Sender's signature:
no signature Ruth Lea

Sende/s name:
Sender's position:

Manager

look fonruard to hearing from you"

Yours sincerely R. Hancock Richard Hancock

. r ,. n . e

STAGE 3: IDENT|FY RELEVANT TNFORMATTON

thanks for letter 12 Feb

pleased Mr H accepted details of day's plan directions to get to shop address of new shop
Sk i Mr H needs collecting from station/ airport

Mrs Lea adds, the plan.of the opening. Don't forget to include the ,Hg.t.'" address of the new shop and ask Mr Hancocx io iet me know if h needs collecting from the station.,,

1 2 3 4 5 6
ti

srAcE

4: GROUP/ORDER RELEVANT tNFoRMATtoN

Thank you for letter of 12 February Pleased Mr H able to accept invitation. Details of day's Ffan (from ptan of opening). Address of new shop in Reading. Directions to get to shop by car (and where to park). Ask if Mr H needs collecting from stiation.

I i
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ri

{ I !
,:f; $

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57
..

sEcfloi{

lqt J.t i- J-l i-l r- J-I n

7
Flingway House, Kelvin Road,:Enield, Middlesex, EN3 4RT Tel: 020 5631 8899 Fax: 020 5631 8870

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YOUR EXAMPLE
Situation:

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F!

FI

_F

LETfEHSi"

STAGE 5: WRITE THE LETTER

Fulton's Bookshop

You are Sales Assistant at ACE Worldwide Travel, 77 - 81 Bridge Street, Forrnby, Liverpool, L37 7WE. Tel: 01704 221 6594 Fax: 01704 221 9658" The Manager is Miss Dorothy MacArthur. Miss MacArthur asks you to reply to a letter rom Greenwood Juniors Football Club'

Tel: 0113 896 321

I Mollison
Dyfed

Mr Richard Hancock ,{venue

Greenwood,'.lunisrs, Football Club C/o Mr tan Pearson 24 Ashb Road'l ,]',l '

Carmarthen

Manchester, , ,,, M14 3HS

i,,,,,

SA33 7EE

ACE Worldwide Travel

15 Februy,r.'.

77 - 81 Bridge Street Formby Liverpool L37 7WE

29 July .,. Dear Mr Hancock

Dear Sirs
Thank you for your tetter of 1lFebruary- l'am pleased that you are able to accept our invitation to open Fulton's new bookshop in Reading on Saturday t yur.6.. !
1 and el September the Greenwood Juniors Football Club is taking part in an international schoolboys,footballournament in Paris. There.'will be_'a tol?| 91 22 people in the partyr inctuding l E,,who are under 16 years of age. We yvguld ideally like to depart from trrtancnester Airport on.ll'1" ;oming of 1 September returningrin the afternoon of 21 September. Could yo'please,quote your cheapest prices? Gan you also recornmend a hotel, preferablv.one near to a park, so that we cn uSe it or training?

Between

rr

The opening starts at 11 o'clock with a speech by Sally Taylor, the MP for Beading. The official opening of the shop is at 11.15 and this will be ollowed by,, speech of thanks by Roger Stanton, the Managing Director of Fulton's Bookshops. From 1 1 .30 to 12.30 there will be a buffet tunch followed by a book signing session by two well-known authors.

tf

you need any more information please do not hesitate to contactl'me

' ''''

The address othe shop is 24 _?6 High'Street, Fleading. lf you are coming by car' ollow signs for the town centre and then for Enton Car Park. We have 5 reserued .,' spaces on the first loor, which are marked. Park your car here. Go out of,the, ,' pedestrian entrance into High Street. Turn left and our new shop is 100 metres along High Street, on the right hand side of the road. l you are coming by train please let us know when you will arrive and we will collect you from the station.
,

Yoursfaithfully.....''
.."t'

Ian Pearson lan Pearson

'.

Yours sincerely

you check the flight details and see that there is only one flight frorn Manchester to Paris available, although there is a choice on the return flight. Write a letter to i\lr Pearson explaining the flignt details. Miss MacArthur says, "Dbn't forget to iell hirn that once the payable when . flight is booked, it can't be cancelled, so no refunds. We need 20% deposit he confirms the booking and the remainder 14 days before travel' Suggest the website sporthotel.com for hotel details. lf he hasn't got ac"ess to the internet then he can call into the shop and we can look it up with him."

1 2 3 4 5 6

STAGE 6: CHECK YOUH WORK CHECKLIST: LETTERS

Flight
.:geptember
i',Sotember
,

Dep. Time 0545

061 5
1
1

1' 8,

: l. the language appropriate for a letter?

l-lave you completed the task? ls the layout correct? Are the sende/s details and the recipient's detaits correct? ls the date appropriate? Have you included all the relevant inormation? Have you ordered the information in the best way?

Seats available
19

Price t48 f59 t49

!1 09

1 1

','.sptember 1 i:September 21 .,September 21

Septernb er 21 Draft the letter.

Manchester - Paris Manchester - Paris Manchester - Paris Paris - Manchester Paris - Manchester Paris - Manchester

un'der 16's 25%

Discounts for

22
12

105 335 1 500 1 630

25 40 32

t99

t128

4Ao/"

30%

Have you checked speiling, grammar and punctuation?

sEcTloN 7
STAGE 1: IDENTIFY THE TASK STAGE 5: WRITE TFIE LETTER
- i.,,,....'::...1,...,.f:ir,"..:r,i...r.:.....,j-....r.j..j...,

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STAGE 2: LAYOUT Sende/s address:Recipient's name: Recipient's address:

Appropriate date:

Correct comPlimentary close:

Sender's signature:

Sende/s name: Sende/s position: STAGE 3: IDENTIFY RELEVANT INFORMATION

STAGE 4: GHOUP/ORDER RELEVANT INFORMATION

1 2 3 4 5 6 7 B

STAGE 6: CHECK YOUR WORK CHECKLIST: LETTEHS

Have you completed the task? ls the layout correct? Are the sender"s details and the recipient's details correct? ls the date appropriate? Have you included all the relevant information? Have you ordered the inormation in the best way? ls the language appropriate for a letter? Have you checked spelling, grammar and punctuation?

F..1-Fl-F,-j.1 - i"l
sEcTloN 7

'J_1 =l_'"1---fl---l-lPRACTICE 2
situation:

j- -r-l

PRACTICE
Situation:

you work at Smith's Transport, a specialist hautage contractor' The address is Unit 350'

GlenfieldlndustrialEstate,Bury,Lancashire'BL8sDX'Tel:01617645896
Fax: 0161 765 5892. The Tansport Manager is M Brian Ferguson'

You work at Westbank Hotel and Conference cente, 23 - 25 New Mount steet, Bath' Avon, BA.l 8DF. Tel: 01225 456 666 Fax: 01225 456 600 E-mail: ino@westpank-hotel.co.uk

Websile:Www.Westbankhotel.co'ukTheMangerisMrsEstherWoodord'

processing Mr Ferguson has received the ollowing enquiry rom coolit Ltd, a large rozen ood company.
'i ',..: t.::. :.

Mrs Woodord gives you the following letter and asks you to draft a reply in her name"

22 W ardle Business Prk, King's Street. Knutsord, cheshire, WA'| Tel: 01565 98 32 65'Fax:,01565 98 3266

--.--

6.

6JD

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Mr Brian Ferguson Transport Manager Smith's Transpott Unit 350 Bury

..'

Glenfield lndustrial Estate Lancashire BL8 sDX

Dear Mr Ferguson

Your company has been recommended to us by our loca! Chamber of Commerce;

,'

Wearealargefrozenfoodprocessorandat'presentdeliveralloouroWn

produce. WJare now starting to supply throughout the UK and are looking or a contractor who has the equipment no expertse to take over all o our deliveries. Would you be interested in tendering or this contract?

Yours faithfullY Zoe Henry Zoe Henry (Miss)

problem With accommodation or ,,l,Ve checKed the reservations oalendar and there is no Mrs Woodord says' rooms and reply to her?.D n't orget to those dates. can you cnecr tne-avitauility tor tne conterence yes' need fina] igursby mid_September' oh mention the new Relaiation c"nir" n iirr ner that We Would

Yours sincerely J. Brown John Brown (Mr)

il,vF E'i( J1 wEry{ 41

*"*ouroalsoneedtoknowitheVegetarianseatishandeggsornot.,' - ----l stowe iCotswold

Availability
Capacity 10 October

-ffiMendip

_Colterence
UonTerelL;e

uCIi 90 Unrversrty_---.--l RTMreffi

I I

noom

Conference
/^^^{nrnnna.lve
llr\rl llgl v1

Room

Conference

Qoolit Ena+tirv Large fleet of 70+ refrigerated lorries

Daity deliveries to all parts of the UK Storage facilities if needed Sugges meeting to discuss detaits - either in their company or here

11 October

T&GTIes

R-t M -t

12 October
13 October 14 October 15 October

Conference Free Free

8pm Ladies Club Evening Meeting
tvtr

Conference Free

ecnnlcs:

Mr Tarre Flntirpment sr prc - orra

110

Room

Fartv

i rp*Free
'
| I

Conference Bgen!----i

-----

l
:

A&M - AGM Free

ffi t

Free

'-

ffi
^ ElL, n -L--, ftitl|!Jl T-arnrna

Free

Jackson

Wedding

Mr Hartfeld - Weqqlng--_

I lalrrt't!'

Tony Yair 4oth Birthdav Partu. ln-house Staff.Training

Fraa

Draft the letter.

53

Fl Fr
]i

SECTION 7

llJr

_i-1 --t-1

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Lr-1,-J-1 .-1
PRACTICE 2
Situation: you
work atWestbank Hotel and Conference Centre, 23 - 25 New Mount Street, Bath, Avon, BA1 8DF. Tel: 01225 456 666 Fax:0'1225 456 600 E-mail: ino@westbankhotel'co.uk Website: wWW.Westbankhotel.co.ukThe Manger is Mrs Esther Woodord' Mrs Woodford gives you the following letter and asks you to draft a reply in her name"

i
i

PRACTICE
situation:

,,

You work at Smith's Transpot, a specialist haulage contract9r' Th9 a-dgl9s_s is Unit 350' Glenfield lndustrial Estate, Bury, Lancashire, BLB sDX. Tel: 0161 7Bt 5896 Fax: 01 61 765 5A92. The Transport Manager is Mr Brian Ferguson' company. processing Mr Ferguson has received the ollowing enquiry rom Coolit Ltd, a large rozen ood

i i

'

,.''.Coolit]Ltd'..:]'
' i ":i

22 W ardte Business Prk, King's Streel''Knutsord, Cheshire' WAl 6 6JD Tel:01565 98 32 65,Fax:i01565 98 3266
,

]'

..

Mr Brian Ferguson Transport Manager Smith's Transpott Unit 350 Bury'

Westbank Hotel and Conerence Centre 23 - 25 New Mount Street

Glenfield lndustrial Estate Lancashire BL8 sDX

Dear Mr Ferguson
Your company has been recommenOed to us by our iocat Chamber of Commerce:

We are a large rozen ood processor and at present deliver all o our own produce. WJare now starting to supply throu$hout the UK and are looking or a contractor who has the equipment ano'expertse to take over all of our deliveries.
Would you be interested in tendering or this contract?

Yours faithfullY Zoe Henry Zoe Henry (Miss)

for and there is no problem wlth accommodation Mrs Woodford says, "l've checked the reservations calendar her? Don't foget to you cnecr. tne uvituoitity tor tne conerence rooms and reply to those dates. Can yes' inal figurs by mid-september' oh mention the new Relaxation c"r't.J i.ir her that we Would need Vegetarians eat ish and eggs or not.'' *" *""io also need to know if the
1ffEE{

Yours sincerely J. Brown

Mr Ferguson leaves you the notes below and asks you to draft a reply ready for his signature'

e;Wrty -1 10 October
11

AvailaUitity

41 Mendip
l i

._ffi*--lstowe
90
i

Stowe

Conerence Room
RTM Technics Conference RTM Technics Conference Free Greg Ltd Free Mr Hartfelcl - weoolng

iCotswold
I

Cgalit Enayrv Large fleet of 70+ refrigerated lorries

Daily deliveries to all parts of the

October T&CEAes
I

Conference
University

u0i

i
I

ltt

I^ - Fr-^s Coni"r"n"" E"om-- canlglence Boom

CheAdar

MrTarre-

RetirementFartv

!Free

-*-i----* AGM an't

12 October 13 October 14 October 15 October

Conference
Free Free
8pm Ladies Club Evening Meeting Mr Jackson - Wedding

UK

- Training

itr'^^ ----t |

'

'""

l= r;, lTonv Yair

-i

l4o'h-Birthdav Partv.

Storage facilities if needed

Sugges meetng to discuss defat'ls - ether in their company or here

l--

istaff Trqining

Draft the letter.

63,,
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PRACTICE 6
situation:
el: 0211/ 37 64 27 Fax:
You work at Adonis Model Agency, Knigsallee 15, 40210 Dsseldor, Germany. 02111 37 64 o. The Agency Manager is Mrs Ursula Zimmermann.

';'ill!

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56 Eldon Fload, 19q, eOinburgh'eHJ gWp Tel: 0131 225 878v Fax: 013j zs aaa-r
Mr Max Humphreys Sales Manager Global Office Supplies PO Box 340

Wisefilt Medical Supplies

t

Mrs Zimmermann says, "Look at this letter, this is great news. lT ashion magazin Want to interview Gisele, the model we signed up last month' and may Want to use her for the ont cover. Check Gisele's diary and write a reply in my name' l want to be theIe as this is her irst big interview."

'.'.''.'.
lT House, Edgware, London NWs sYH Tel: 020,3654 1 212 Fx:, 020'3654 9821 Website: www. itfashion,co.uk
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lT Fashion Magazine

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WD6 1LT

Borehamwood Herts

.ili
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22 January
Dear Mr Humphreys

Bookings Manager Konigsallee 15 D-40210 Dusseldot Germany

...
....''

ii

.
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'

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DearSir/Madam
may be aware we have a'regular interview spot in our international fashion magazine for and upcoming models. The aim of this is to find out something about the model and discuss

We have been working with your company for 3 years and so ar have been peectly happy with rs' "srv vevrr thg sgrvice we have rgceived
I

,,.'','...,

,,, ,;

,,.q,., new

,' As you

Recently, however, several mistakes have been made which give me cause for some concern.

','.,',,,, . i."1,.

his or her

intgrests.

,'

,.

.,.

on your invoice dated 10 January no discount was shown and your invoice dated 17 January listed 3 items which we had not ordered. Furthermore the deliv ry on 12 January contained some packing material which we did not request" The delivery wnich arrived yesterday did not contain the labels which we had requested urgently and ther sv "v v^Pr(r'rq'rrvll I s----'' clD tlJ Wlle as to where thgy Wgfg.

;;;.

,,.;,,;, ln one of our forthcoming issues we would like to interview Gisele who we have been informed ,1,' is contracted to your agency. We would like to interview her in an informal environment, perhaps ' .,',': in a hotel room or an apartment. lf we are satisfied with the photographs we may wish to use her '' face on the front cover of the issue. .
.

|':

"-pi"n"tion

As we supply medical goods to hospitals

packing materiars and tabgrs whgn we

,,,,.'' We would like the interviewto be held in the week beginning

-.,,1,

requir"lth",

it is of utnrost importance that we have the correct '$"vv urq( YY'rrqve tr'e t/L'r:*'ul
i,f;.
,:,

'
'

convenient.

Pleaselet us know

if you are:i1

agreement with the inierview and when

Monday 1zJune in Dusseldor.

/ where

would be

i;

'

lf your service does not improve immediately we wiil have to find an alternative supplier.

, ':':'i Jan Morgan

:
I

Yours faithfully

Director

Yours sincerely Pat Rhodes Patrick Fthodes (Mr)

Jancis Morgan (Ms)

I
I

You check the situation and make the following notes"

Mrs Zimmermann adds, "l can't change my meeting in the afternoon of the twelfth but I can manage any other day next week. ofer to collect them from the airport and ask them what ktnd of things they want to know about her." Look at the diary for Gisele and write the reply. _-._-* Model: GISELE June 12 Monday June l3 Tuesday June 14 Wednesday June 15 Thursday June 16 Friday

Missing labels sent by express courier - return other things at ourcoss Uury staff have been aff work due to flu epidemic other staff working tong hours / overtime io cover lnvoice errors - rssued by a temporary member of staff (no longer with us) ' he didn't know Wiseman etigible for discount - credit note will be issued Many apologies for all probtems First time it's happened - not prepared for epidemic Staff nearly all back at work Assure him it won't happen again

pn-ffi
Trade Fair
Hair & Beauty lnternational

Morning

n"r""*

__

Trial session with Jay Cooper, fashion designer 1 1-15.30 NJR hair products
demonstration on stand

Meeting with JEUNE Cosmetics (contract?) Photo session - GIL's new fashion collection Hans Braun meeting re HGH new mailorder catalogue

I fashion show

_=-:-_ Modelling at Dolitti & Marcus

Viewing Ralf Marines fashion show

Write the reply"

..fu:.

REVISION
ANSWER ON PAGE
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OUESTION
situation:
1

;-l I

You wok at BJS Cutting Machines, a company which manufactures and services abric cutting machines. You have just received a telephone call from Mr Lawdon, an irnportant customer, who was very unhappy. Last week Mr Lawdon bought two machines from your company. Both the machines have broken down and you have agreed to go to his actory first thing in the morning to try and repair the machines. Write a memo to your assistant, Steve Hill, explaining why you will be out of the office tomorrow and asking him to carry out the duties listed below. Tell him you should be back in the ofice by mid-afternoon.

Write the memo.

OUESTION 2
situation: You work
or VlP Pass, a company offering access to over 250

VlP aiport lounges Worldwide.

Your boss, Mr Richard Crosby asks you to write a lealet for him, which can be handed out to passengers in airport departure lounges. He gives you the following information.
::;,,VlR

from busy airport terminals and to,enjoy the peace and tranquiltity offered by;al'VlP,lounge. VIP Iounges provide the business travetler with everything they a,re:likely to need, Whether!!e!
ma,kes ii possible. or you ca;n simptly einjoy comptime(ay light refyesh?.?lltlhils.t reading the 1atest news in one of the matflf fi WSpapers available free of charge. VlP Pass s so easy to use, where and whenever you find yoursetf waitng for a flight. For more info and to see for yourself how inexpensive it is visit us at www.vppass.com For your ease and convenience you can even jon on-Iine.
,

Pass

offers frequent tra,vt

Write the lealet.

QUESTION 3
Situation:
You work for Robefis Ltd, a manufacturer of sports clothing, based at Unit 78, Monument lndustrial Park, Chalgrove, Oxford OX447YB. Tel: 01865 400 987 Fax:01865 400 555' The Shop Manager, Mrs patricia Nelson, asks you to write a notice for her to display the times of actory tours. he notice will be put in the window of the factory shop.

Write the notice.

REVISION TEST

ntsvtgtoN

EEI:

QUESTION 4
Situation:

ouEsfloN s
Situation:

i.1l'

you work in the Customer Services Department of Grangetown Garages in Newcastle-upon-Tyne. The Managing Director is Mr Rob Sherwood. Every tlme a customer has their car serviced you send a 'customer satisfaction questionnaire' out to them. Mr Sherwood instructs you to write a report on customer responses to the questionnaire to see if they are happy with the services carried out. He wants the repoft as sbon as possible. You have analysed customers' replies for the last 3 months and have made the following notes.

You work for CPI international airlines. You company has recently installed a new self-service check-in system called 'Check & Go,. Your boss asks you to write an article for your airline's passenger magazine explaining the new system and encouraging people to use it" Here are your notes:

1,:t:,

!r 'r,;t

2 Are customers satisfied with

Y
23"/"

': .:.:...
.'

'

li

Mr B ''don't notice any diteJgpgg|!,:: Mrs Y ''car was fine beore and:is fine nowu "'
N

.:

65%

DK

cost?

'

't

'

Write the article.

:,:

12"/"

QUESTION 6
Situation:
You work for Heamsey Castle Gardens Ltd. This evening you are going to give a talk to a group of visiting French tourists. Use the information below and make a list to use during your talk.

ffi
25/a

Comments: Yepiacing parts - how do'l know'i they do?" Mr G "all the costs are for labouf'

3 Are:customers N Y

48%

satisied with length o'service?

DK27"/"

4 Are customers satisied with work carried out?

Y 19% N 19%

DK62%

Qpmments Mr B "l'm not a mechanic!" Mrs R "how do I know?"

5 Other comments

'

Over half said showroom unfriendly ("not very lighf', "not very clean", "old cups lying around:')

. , l :'::''.

','' ' Wild Gardens; Woodland Walks; Resturant, other attractions and event:-Season tickets are available during the iummer season. ln the winter months, from the end of october to Mach, visitors can enjoy the Walled and Wild Gardens and Woodland Walks during daylight hours. The large Domostic Gaden is on a grand scale and lies at the centre o this traditional estate occupying a beautiul position on the River Svern. The garden is surrounded by magniicent hills and planted with a wide variety of mature specimen trees. Within the Walled Garden are greenhouses, which house many unusual species o p|ants, and an enchanting rose garden. The 'l2 acres o wild Garden eature Woodlahd and Riverside Walks and provides.a rich variety o colour and harm or both the keen gardener, o or the visitor simply Wanting to enjoy a beautiul garden in peaceul surroundings. other attractions include a Git shop; children's Corner, Art Gallery and Teaooy'Restaurant. The Art Gallery is situated in the courtyard opposite the.Bestaurant and has regular exhibitions oinvited artists throughoutthe summer. 'i'6'"'f""ro;;i1;.iniseila.;i"g.*fdJ' run"t's n tternoon t-as; l1am - 5-30pm. ;]
]':

b.^r-:_-^ a;l.-^L':;_':A;^iI^

:^:^ii-;*:

:;{:.'^;l;_

;i;*ba}h;Fii

rlmittAl lv;

-.

. '''_i:l

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';.

Write the report.

Write the list.

L,''L
OUESTION 7
situation:

L-t l -.l l-: l-l LJ l--r

l--r

You work at Fulton's Bookshop' Hingway House, Kelvin Road, Enield, Middlesex' EN3 4RT. Tel:020 5631 8899 Fax:020 5631 8870 E_mail: info@ultons.co.uk Website: Www.ultons'co.uk The Manager is Mrs Ruth Lea. Mrs Lea has just received the following letterrom Flichard Hancock, a W ll-known sports pesonality. she hands it to you and asks you to draft a reply ready or her signature.

Tel: 01227 789 653

'

Mrs Buth Lea Fulton's Bookshop Flingway House Kelvin Road

Enfield

FURTHER PRACTICE
this.
l

Middlesex EN3 4RT

Dear Mrs Lea

Thank you for your kind invitation to open Vour ne* bookshop in Reading on Saturday 3 March. I would be most happ11rto,'do

Please could you send me some mors details of the opening.

,.

., i.

l am not sure yet whether l will be travellint'b14

"",

or by train 5u1 if,you cout Et'me_l,,

Yours sincerely R. Hancock Richard Hancock

Mrs Lea adds, "He!'e's the plan of the opening. Don't orget to include the address of the new shop and ask Mlr Hancock to let me know if he needs collectng from the station.'' OPENING OF READING SHOP

24
1l

Sa. 3 March

26 High Street, Reading Speech by Sally Taylor, Mp for Reading officiat opening by Rchard Hancock Thanks by Roger Stanton, MD of Fulton's Bookshops Buffet lunch Boak signing by two wel!-known authors (stilt waiting far confirmation)
'i:

am 11.I5 1"!.25 t .30 - 12"30 13-00

1

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Draft the letter.

I I _[.-*,

ouEsTroN

(LEAFLET)

QUESTION
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TASK
LEAFLET
MEMO

Situation:

You are the Manager of Harthill House, a large country house in Walling{ord, Oxfordshire, OX10 7BN. Tel: 01865 256 588. The house was built in the I 1n century and now belongs to the National Trust lt is open to the public and rsgularly holds special events. You decide to produce a leaflet informing the public about your mid-summer fair. You send he following memo to your assistant Mike Ansell.

.aa

r a a.

a a r a r r.

a a r a.:

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r a r r a r a r r a r a aa

a.

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a...

a r a a a r.

r a t r a r t rt

REPORT
LIST

aat

t t l r a r t ! a.

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! r t r t a t a r a r r a t a r r l a a a a a r r aa

.,,
a:

rJ

r r l a r a a ! l r t a r ! r a a t r r a r a r a r rr

a r r l l a a a ! t lra

a a l a r r r.

a r r a a..

r a l a r a t a l r r l a.r

r r r r l a lr

a a a a a.

a.t

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a a r a a l.

r a a !:

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a t r.

r.

ar

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Write the leaflet.

QUESTTON 2 {MEMO)
Situation: You work
at

GENUS Biotechnology plc.

Recenily a newspaper article reported details of a new product your company is developing to tight heart disease. Many of the details were correct and must have been supplied by an employee of the company. Your boss, Mrs Suzanne Hayes, is very angry and tells you to write a memo to a|l statf from her. She gives you the ollowing notes.
:::,.ii.: ..,..,...:.. . .t. .:
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ji,;$'ie'p.omperua:caniot-nappai'ppaiilinruij;aponn''111yLl'.9"m: if;.;-y""Jg.er"ejls.,liy 'i;''.-; sticil!anfidentiat,Donrd,scusswtltnyonenotfbnq'ri?ir:lPfuJ,tjlu!.usut,,...,',':,.,":; tetenhone eils. Anfthlng sWtciou t Mtact me. ,.' :,;r, ,..-,.=..':
'..:

.,

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-..-

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Write the memo.

l) l"r lt
QUESTTON 3 (REPORT)
Situation:
You are a Flesearch Assistant at lFlS, an independent market research company.

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oUESTION 5 (ARTTCLE)
Situation:
You work for Express Couriers Ltd" Jenny Ross, Marketing Manager of Express Couriers Ltd, has asked you to write an articte for the company's magazine Express News. Your company has recenily introduced a new guaranteed next day delivery service "Special Delivery" which has already had great success. She gives you this list of the main points she wants you to include.

Your company has been contacted by Dial-up Bank, which specialises in telephone banking. Three months ago Dial-up Bank introduced new guidelines for all its telephone operators following complaints from customers. Mrs Gaby Silver, Customer Services Manager of Dial-up Bank, has commissioned your company to write a report on whether these guidelines are being followed. Here are your notes.

Special Deliverv

','.:'
1 2
.. . ' 1.

"Special Delivery't:1SD) set up end of last year. SD takes over rom lNext':Day Plusu (ND+) service"

Wite the report.

ouEsTroN
Situation:

4 (LtsT)
. "mflY companies choosing
it, makes good business sense.

You work or Eyecare, a nationwido organisation o more than 500 opiicians throughout the UK. You are to give a talk to university students at a conference in London. Make a list of the main points to reer to during your talk from the article below'

Write the article.

QUESTTON 6 (NOTTCE)
i. $

Situaiion:

You own and run RJS Photographic Studio. You arrive at work to ind a hole in the roo o the reception area and rainwater pouring in. When the roofing contractor arrives he says that he will need all day to repair the roof. Write a notice to be placld in the ront Window. Explain the situation and apologise 10 custoiners. lnform them to use th side entrance in South Street.

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!

t
{

f
I I

i
I

Write the notice.

Write the list.

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t
,

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ouEsTroN I (LEAFLET)

QUESTION
1 . rr. aa r aa r tr rrr tr.. srr.a a. aa
a a

TASK
aaaa
a

situation:

You are the Manager o Harthill House, a large country house in Wallingord' oxordshire' OX10 7BN. Tel: 01865 256 588. The house was built in the I 1u century and now belongs to the NationalTrust. ll is open to the public and regularly holds special events. You decide to produce a leaflet inorming the public about your mid-summe air. You send the ollowing memo to your assistant Mike Ansell.

aa r.a

! aa

.aaal

l r

a a

r t r r t a a.

r: r

a a a a a

a.....

r r ! r. r..

r rl

a. r

r r r. r r r !

a a

r r arla r r

a a a a

r a: t !

a!

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r...

r r.

a r.l

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t r r r r..l..

a a l a r a r a a r a arr

. a r r r a . r a r l l t a a a r a r . . r a ! l a r l.r

r r t r r a l t l a r a a.

.at.

a.

a a.

a a l.

r a a r r a a a r.

t r t r r t a ! r.

a r r l:

! r a.r

a a r r ar

a t.

t a r..

r r.

a r a a r a a r a r r r a a r r a a a r a a l a..

Write the lealet.

QUESTTON 2 {MEMO)
Situation: You work
at

GENUS Biotechnology plc.

Recently a newspaper article reported details o a new product your company is developing to fight heart disease. Many o the details Were correct and must have been supplied by an employee of the company. Your boss, Mrs Suzanne Hayes, is very angry and tells yu to wite a memo to all staf from her. She gives you the following notes.

Write the memo"

l-#"."1,J,cE'l
Situation:

J I) I) l-t-_l;1 .rl-;]
ouEsTloN
Situation: 5 (ARTTCLE)
You work or Express Couriers Ltd" Jenny Ross, Marketing Manager of Express Couriers Ltd, has asked you to write an article for the company's magazine Express News. Your company has recently introduced a new guaranteed next day delivery service "Special Delivery" which has already had great success. She gives you this list of the main points she wants you to include"

QUESTTON 3 (REPORT)
You are a Flesearch Assistant at lFlS, an independent market research company. Your company has been contacted by Dial-up Bank, which specialises in telephone banking. Three months ago Dial-up Bank introduced new guidelines for all its telephone operators ollowing complaints from customers. Mrs Gaby Silver, Customer Services Manager of Dial-up Bank, has commissioned your company to write a report on whether these guidelines are being followed. Here are your notes.

Wite the report.

QUESTTON 4 (L|ST)
Situation:
You work or Eyecare, a nationwide organisation o more than 5oo opticians throughout the UK'

You are to give a talk to university students at a conerence in London. Make a list of the main points to reer to during your talk from the article below'
I I

*-i

Write the article.

QUESTTON 6 (NOTTCE)
i'

f
k

Situaiion:

You own and run RJS Photographic Studio. You arrive at work to find a hole in the roo of the reception area and rainwate pouing in' When the rooing contractor arrives he says that he will need all day to repair the roof' Write a notice lo be placid in the ront Window' Eiplain the situation and apologise to custoi'Tlers. lnform them to use the side ntrance in South Street.

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I

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ilil ja ii r,li
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Write the notice.

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'

Write the list.

t I t f I

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QUESTTON 11 (L!ST)
situation:

nEll t; t(;F I /:J [- t

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I

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QUESTTON 13 (LETTER)

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You are the ownr o Persian carpets Ltd, a large retailer of oriental carpets in Birmingham. You Want to produce an_inormation sheet for your customes, which will |ist all they need to know about Persian carpets. use the articb bw to produce a list.

Situation: You are Sales Assistant at Caver House Stationers, 4g Halten Road, ptymouth, pL6 zx;. Tel: 0752 506 399 Fax: afi525o0 453. The Sales Manager is tvtr Peter Richardson.
Mr Richardson gives you the following letter" He asks you to check the stock records and reply to it.

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Te!1,,$17'52 639 544;Fax: 01752 639 555-',:r:'

, Calf ington Way, Tavistock, TKl a

' BurEss and Cope Solicito'"

ONJ

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,

''

48 Halterl Fload Plymouth

Caver House Stationers Mr Peter Richardson Sales Manager

PL6 2XC

25 July "..
- Dear

Mr'Richardson

Write the list.

,-,,,2

packs

HB pencils

TPS233:,
PNCl

':,82.00 t6;25

766,,.r-,r,,.

81.75 E1.00

t12.50

[20.00

t16.00

f 1 1.00

Total t23.50 t50.50

QUESTIoN 12 (REPORT)
siluation:
10 days ago SPT Group held a party to thank all employees or their help lhe recent move o the company iro''it' rlo_'"""il i""r_,ii,v pi"'iil! and supporl during purpo."-ouirt actory in an out_oJ'town.lo Tfu;"..y],,i,.n''u. organiied by a local catering a complele disaster' tvr firm, was xen noams, no] iir. vou to proou"" meeting as to what went j;ys speaking " r"j *-ror-ti""next manager,s wront. v"; to over 50 employees to find out their opinions and note 'pJ; oo'n t"

Yours sincerely Janet Lawson Janet Lawson (Miss)

il'l

'ii."-o;pl;;".

You have checked the stock records and your current price list and made the,notes below. Some of the prices quoted in the letter are from your last year,s price list. Qty 1 pack 1 pack 10 sets 2 boxes
the catering firm She informs you

Were much more expensiv".'s" r"JH''Jfl Write the report.

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;'ffi::1il:':Jffff x'jl'"'li"Tr'J'%l''#.ffi Jllffi #t:*::::yl'ffi ;Jiffi;',i_J,"'^li. ''ffiil::#:xi: i::

2 packs 1 pack 2 packs

10 rolls

YELO post-it notes

STICKIT glue sticks (2S x 10g) LITE box files A-Z board dividers C4 envelopes (self-seal, window) Low-noise packaging tape clear l-{B pencils Large lipped paper clips

Description

TPS233
YEL991

Dlv101 ENVI 1 2

LlT01

Code sTK033
1

f1.10
8.50 82.00 86.25 f 1.75

850.s0

Price t23.50

Current price t55.00 - Check Only 9 in stock - sent" t to follow wrong total

Notes OK - sent

PAC556

PNCl766

t5.s0

OK - sent OK - sent Current price 85.75

Not available. Send normal

t|.50?

check

Draft the letter^

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FURTHER PRACTICE

ouEsTtoN
Situation:

14

(LEAFLET)

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You wo* or Scotia Ferries, Unit 7, Limestone Road-Technology Park, Belfast, co. Antrim, BT15 3AN' Tel 01232 632 144. The companvoDerates erry services between scotland and Saville, the Marke ;g rvanlger, is s Stranraer

ouEsTloN
siluation:

16 (REPORT)

uslJ;i

You are European sales Bepesentative at ProActive plc, a manuacturer of sports equipment' Mr Graham Roslin, the Sales Manager, is your boss. Last week you and a team of 3 sales statf were at the WRF lnternational Fitness Exhibition in Berlin. Your boss asks you to write.a report to justity the costs involved. Use the notes you made while you were at the exhibition to write the report.

You return from lunch to find the following telephone message left on your desk by one of your colleagues.

Writo the report.

Write the lealet.

ouEsTroN
Situation:
store in southall, London. Your boss, Mrs Wilson, is custome

17 (LEAFLET)

QuEsTtoN 5 (NoTlcE)
Sifuation:
services
You WoIk or Hills

You work or Sims Travel Co., who specialise in quality holiday villas in spain, Portugal and France. Their address is Abbey House, 87 St. John's Street, Luton, Bedfordshire, LU3 I BB. Tel: 01582 779il5 Freephone 0990 567 888. Mrs Heale, your boss, asks you to draft a leaflet to be sent out with a mailshot next month. Here are her notes.

Mrs Wilson hands you a memo concemng customer satisfaction, which has been sent by iliJ"fl::'i j'?|'trJi#,:Tiff;;i;'t?"" using the information in the merno and to place

'"n"n".o"o"*'ent

Great choice: cosy cottages / splendid villas I renovated, farmhouses. Beautiful locations: coasti countryside. All self-catering. Special offers for next year: 2O/o off a second holiday taken in same year / 4 weeks for price of 3 (low season only). Don't forget - our travel insurance (very competitive - f50 for year). More info - call freephone number.
Write the leaflet.

MEMO
From: Customer Services Managers, All Stores Head Office

QUESTTON 18 (MEMO)
Situation:

You are a secretary at Westhampton College, a private further education institute. The Principal of the college, Mrs Kirsty Doyle, is retiring at the end of next month after 27 years. Sara Hichardson, Deputy Principal, asks you to write a memo to all Facu{ty Heads her name" She gives you the following notes:
in

$.T,i'..r1'i:$$
il: kdtl
li
. l

,:1i$ssatri1ffi

-c*;'il;'.:H.#iT,*Ti:'?;ti:

,'|*$,

itf I

*,,i!l','Tir:i..lii.'tr'Y.F$lliffi

'

]'
.:

.i,''l'Mrs Dls retircment- 19 August,i4.30'/sinaairndffili#,ff,:Rffiyffi,1:9*j:;,ls.'.-*

:i': it{nop'ossible
to go

5$;*}]9j;l#"in'j:,::i:+;:,'r_'i,l;i::,

. -:'t]., '',. :

inbrm me:

:'

R'eti,Enerywrd!1pl9ffi.'ffi"T,
:..

:1r.- :.,;:.,:,.i11;:.-:.il$'

::ti:!, ',!9''::lh.

,'

,',

.:';..
:

84

Write the memo.

E[ii

85

;1 ,.l ;l
QUESTTON 1e (LrST)
Situation:
You are going for an interview at Gilberts Co, a producer of port. You want to make a good impression during the interview and are researching the company" You have downloaded some information from their website and to help you remember li Vou make a list of the major points"

nI

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n-

n-,-ilTll-,,-il]
Derby,

oUESTION 20 (LETTER)
ciruation: you are Marketing Assistant at Saracen Print Group, 17 Hammond Way, Swadlincote, oYioln. Tel: o2m 55o22g Fax: 01283 55o 294 Website:Www'saracenorint.co.uk
The Sales Manager is Ms Pam Lichfield'

Ms Lichield gives you the ollowing letler rom the Agency lvlanage at your local Regional DevelopmenlAgency. She asks you to drat a reply ready or her signature'

A familv storv of oort

Giiber:t's Was founded in Vila Nova de

Gaia;,tth" mouth

of the River Douro opposite,oporto' in

1815 by Alistair Gilbert, a member o a famous Scottish family.

Saracen Print GrouP '17 Hammond WaY Swadlincote

Derby

The crest

the Gilbert's amily shows an'eag '&fid 3 feathers. The symbol otthe eagi,].uou.

the 3 eathers has become a symbol of th cornpany and appears on the tabels o eve1y,bottle
of port produced by them.

DY12 6JH

rd his son, noi.rt, to open an office in London, as almost lt or

the port was exported to Britain. Additional partners, mainly from two other families, brought.,': further expertise into the company. The Fitzpatiick farnily joined the company in tg54

and

managedthePortugueseendofthecompany..TheMeNeillfamilyjoined7yearslater.Even
todaY, four Eenerations on, there is still a member o the Fitzpatrick family on the board of
..:....,.

Gilbert's Portugal.

Gilbert's value the close relationship which they have developed with the farmers who provide grapes and wine for the Gilbert's different blends of port. Many of these relationships go back
over several generations" Unusually nowadays, there are no written contracts; a handshake is enough to seal an agreement.

these points |'Ve noted down' Don't orget Ms Lichfie|d adds, "This could be an important contract so mention Was started in i 966 and now has over 1 00 employees'" ioiv tnt tn" company
Re:

DERDA letter
-

Gilbert's has managed to maintain the feel of a family business right into the 20th century, and has managed at the sarne time to absorb many influences from Portugal. Snce 1975 the Managing Director of Gilbert's portugal has been portuguese.

Got new premses ast year

purpose-buitt Iots of parking sqace - state-of-the-art 5-colour press

Write the list.

Draft the letter"

ANSWERS
sEciloNs
1n7

_t

MR*{-7-t
YOUR EXAMPLE
STAGE 1: IDENTIFY THE TASK
Write the merno.

SECTION 1:MEMOS

To: From: Subiect: Date:

STAGE 2: LAYOUT

All staff

Michael Flosselini Aaron Jackson's visit Today's date

. . o . . . . " .

STAGE 3: IDENTIFY RELEVANT INFORMATION Aaron Jackson CEO visiting

visit from 11 - 3 interested in new gold strike mainly meetings with management maV visit mine mY talk to staff first visit important to make good impression Aaron Jackson CEo will visit next Tuesday rom 11am - 3pm. First visit so important to make good impression. Main reason is new gold strike. Mainly management meetings but may visit mine I speak to staff.
5: WRITE

nextTuesday

STAGE 4: GROUP/ORDER RELEVANT INFORMATION

1 2 3 4

STAGE

THE MEMO

We have just had news that Aaron Jackson our Chief Executive Officer will visit the mine next Tuesday 'om 1 1am to 3pm. This will be his first visit to the mine and it is important that we make a good impression. The main reason for his visit is that he is interested in the gold strike we made 2 days ago" He may will manly be.involved in meetings with management but *"y wish to visit the mine and want to speak to statf
.

i
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STAGE 6: CHECK YOUR WORK CHECKLIST: MEMOS

. '
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, .

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r',.
'

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1r'-:,.!i,,-,..,..',. -''i,.:'.-),:....i;...'i:.:.:

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, ' ',','

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1 2 3 4 5 6 7 I

Have you completed the task? ls the layout correct? Are the details correct (To: From: Date)? Does the subject line tell you briefly what the rnemo is about? Have you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a memo? Have yor-rchecked spelling, grammar and punctuation?

.fu*.,,

hsw

,"*, , {17

il

PRACTICE

i..

PRACTICE 3

SECTION 1:MEMOS

will have to enter through the workshop,

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PRACTICE 4

PRACTICE 2
TO:

From: Subject:
Date:

To: From: Date:

Subject:

All staff Mrs Hasten, Personnel Manager Christmas holiday teave Today's date

when Many customers have complained recently about difficulties they have experienced please make sure returning shoes they were not happy with. To avoid any further confusion that you read the ollowing careully. their receipts and to When purchasing shoes customers should always be informed to keep return shoes within ten days if they are not satisfied.

As it is now December it is time that all employees arranged their Christmas holiday leave. lf you haven't already done so contact Simon in Administration (Room 245 Ext. 450) with the dates you would like, as soon as possible.

When customers return goods: 1 Ask for their receiPt:

^,"*ERsl

.,.J,o"rJ , -, I YOUR EXAMPLE

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,

n"*l-.-.tecnl

-!-t I

PRACTICE 5
,:l
i:i

SECTION 2: LEAFLETS

STAGE 1: IDENTIFY THE TASK

Write the leaflet.

ar!-trtY

1..

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f )t :.':

,,

,fronr..lr,.i:,i,,ll!iHay, Finance E)(c ssivo Subjec , Excessive photocopying Subi Dat: '' ,', Today's'daie

ctl

Director photocopying

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]:;';'::|:'

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STAGE 2: LAYOUT
There are no special ules for layout, however, it must be easy to read, eye_catching and contain contact details and a date.

Compar'ed;to,the;corresponding

period last,Year there.has been a 5oo% increase,in the,Sg!es.;'. ,"' .;

STAGE 3: IDENTIFY RELEVANT INFORMATION

rnis,.il e1elyunacceptiableanocarin9i:co1ti@l,'
' . : i:: l' :
:;:: il llll::

, 1,''

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Would sr sales staff take time to read the instruction manual for ihe photocopier and trvurv all oqree q

l.

"..'$l,'.:'L,,i. ;; li ::. :'l:l:li:::,il::':l:l:

make

surethattheyreullyawareof

howtoop rat itrA|o19wagiagq.'nbe'avoided]iLare'is'i.

llll

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i$

': ::'l;rirr::i': .i:

:'

.t''ltJijavaia;unnecessaryu".i*"'il.*'",.,
*T:T::jji:lPi:'^"P^y:9.'^'jti:::".|"" "
,,
,

,'lr

;:*:":"*l:-"*.:J*T:""", ''i'.' ' .,',. ''', I j,1,,,,'it'"t,'.tN:luiil.,ffiffi

I
"j',i"t| forbidden and will result iii diggjplln3ly

,our,"u"rt"lio"$$;;i;;1...i,..r; .,,",1.ii..tf:..ffi

,,,.,,j

,, ''_,

;,

[il.,H;"od.1yguggegtions'*""-'i:'ir,.llti$;i

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. o r . r . r . . r r r . r .

Etliot's Art & Framing

address
tel. no. large selection o frames contemporary and traditional rames made on site

eXP rience

in raming oil paintings etc.

certificate frames ready-made frames

extensive range of materials

materials for children
gift vouchers

exhibitions paintings, drawings, photographs or sale

welcome to browse

PRACTICE 6

STAGE 4: GROUPIORDER RELEVANT INFORMATION

MEMO

subject:

To: From: Date:

Simon Wiison, Warehouse Manager Your narne, Sales Manager customer complaints - inappropriate packing Today's date

1 2 3 4 5 6 7 I I

Elliot's Art & Framing.

|'_arge

selection of rames.

Contemporary and traditional. Experience in framing oil paintings etc"

Certificate frames.

Ready-made frames.
Exhibitions.

Paintings, drawings, photographs for sale. Welcome to browse. Extensive range of materials. Materials for children.
Gift vouchers.

10 11 12 13 14 15

Frarnes made on site. Address & tel" no.

Date.

ANSWERS: SECTIONS

FtFiFFFJFFil
1

-7

ffi_
PRACTICE
1

ANSWERS: SECTIONS 1 -7

STAGE 5: WRITE THE LEAFLET

SECTION 2: LEAFLETS

We hold EXHIBITIONS

:',::i,

'

:.1

..',

.-

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PRACTICE 2

''

''.

_1

oil paints watercolouf paints paintbrushes and pencils sketch boards individual sheets- of paper and card We also have materials SUITABLE FOR CHILDREN:
.

I',1.:.:.'

."-.,!

..:.

..t.::.:1.

fabric paints face paints paper and card in many different colours GIFT

',:.1]

W_lk through

the'UNDERWATER

Glss TUNNEL.

the tongest!n the'world'

voucHERs

available from the value of

ts

upwards.

More than 200 different species of fish and other creatures

CRABS and STARFISH

All framing is carried out on site in our own workshop.

17 Ashby Road, Headington, Oxford OX2 gBN Tel: 01865 288 944 lssued on (today's date)

Large collection of PIRANHAS Visit the REPTILE CENTRE and see the snakes and crocodiles.

Free FACE PAINTING for everyone

Take a souvenir home with you from our GIFT SHOP.

1 Have you completed the task? 2 ls the layout correct? 3 Have you inctuded contact details? 4 Have you included a date of issue? I Have you included all the relevant inormation? 9 lave you ordered the information in the best way? ls the ! Have language appropriate for a leaflet? I you checked speiling, grammar and punctuation?

STAGE 6: CHECK YOUR WORK CHECKLIST: LEAFLETS

I 'p=rr{ aa

grvn{

PRACTICE 3

i__L_J at
SPECIAL OFFER

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PHACTICE 5
SPECIAL NEW YEAR OFFER

SECTION 2: LEAFLETS

sHoRT BREAKS between January 1"tand February

3 NIGHTS BED ANID

on all

[.inbeatable internet only SALE NOW ON

BREAKFAST FOH THE PRICE OF 2

LONDON
to

175,000 seats (Jan - Mar)

Normal price 72 pppn. Special prce 48 pppn"

I

LONDON
to

SAVING

t24

LONDON
to

All rooms en suite

'

BEI.FAST '825'.retum

t40

AMSTERDAM
retum

ATHENS

t7O

return

For more lnformation please contact; Monkerston Country House Hotel Adderston Road, Monkerston
_Derbyshire,

ofer must end rnidnight Tuesday 24 November.

BOOK NOWI

ExcLUslVELY AVA|LBLE

at www.flvoo,com

NHl6 sTR.

PRACTICE 6 PRACTICE 4
::1. ,

i.-rHe
rr:

'

aALLoot tTfillr oF A LtFEilME

l

EAGLEr cnrs

Flights NATloNWlDE from a varety of locations Book through your nearest office

Significant discounts for the over S0's Free 24 hour Legal and Home Emergency Helplines
Up to 30% extra discount for over SO's Additional discounts for low mileage drivers RAC breakdown cover at special rates

HOME INSURANCE

CEFlTlFlCATES

or all first time balloonists Corporate or private customers catered for Unique photographic opportunity

MOTON INSURANCE

DAILY FLIGHTS" All pilots are fully qualified" All equipment !s state of the art.

SPECIAL OFFER JANUARY TO MARCH FREE PHOTO at take_off : ;;

up to !300

if

Covers vets' fees up to f500 you lose your pet through theft or in an accident Third party liability up to fi miilion

PET INSURANCE

. GIFT VOUCHERS avlitabte ,' FreephoilBi 0990 SS4,696 www.eaqlefliqhts.com *weather permittng '' '' _
lssued on (today,s date)

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rSECTION 3: NOTICES PRACTICE

1 it

rat

ANSWEHS: SECTIONS

YOUR EXAMPLE
STAGE
1

SECTION 3: NOTICES

IDENFY TllE TASK

Write the notice.

A notice requires a clear heading at the top. lt must have the name and position of the peFon who wrote the bottom. lt must have a date at the bottom. INFOHMATION r Pinchley Branch of National Ban[ . 334 High Road, Finchley, London, N12 BpL r [el: 020 4655 6233 o ffirs Edith Knowles, Branch Manager . closing Tue 25 Jun . apologise/ inconvenience . improve efficiency customers to Branch in Hardy Street '
directions/ location new tel no.

STAGE 2: LAYOUT

STAGE 3: IDENTIFY RELEVANT

STAGE 4: GROUP/ORDER RELEVANT

. o

1 2 3 4 5 6 7 I I 10

INFORMATION

Branch closed from Tuesday z5th June. Use the National Bank at 45 Hardy Street. 200 yards opposite main railway station. New tel no: 020 4187 9853" Rationalisation rneasures" Regret inconvenience. Mrs Edith Knowles, Branch Manager. National Bank Finchley Branch. 334 High Road, Finchley, London, N12 gpl. Tel: 020 4655 O2gg.

STAGE 5: WRITE THE NOTICE

PRACTICE 2
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Mrs Edith Knowles, Branch Manager Nationat Bank Finchley Branch 334 High Road, Finchley London, N12 8PL Tel: 020 4655 6233 (today's date) An exhibition showing aspects of the town's past lie using photographs and captions. Exhibits on display doiument the town's involvement with the woollen trade. This is not merely a history o the woollen trade but covers modern subjects such as health & pollution etc. The main feature is the reurbished water turbine wheel, which is used to run a weaving loom' within the museum. Free admission Opening times Monday to Saturday from 9 am to 5 pm

CHECKLTST: NOTTCES 1 Have you completed the task? 2 ls the layout correct? 9 Have you inctuded a date, and a name and postion? I l-lave you given the notice a heading? : Have you included all the relevant iriormation? o |1"u",,ygu ordered the informatioh in the best way? language appropriate for a notice? T ls the you B Have checked sperfing, grammar and punctuation?

STAGE 6: CHECK YOUR WORK

100

PRACTICE 3
CRUISE INFORMATION
'

NOTICES

IMPORTANT NOTICE RECALL OF SONOPOR VENTURA

...'r.'.'

Welcome to SS Ttania
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Meal vouchers can be obtained in the restaurant ,' -,,, or,rom the lnformatiort ofice on Btue Deck (open throughout journey). ,
t'

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MEALS & RESTAURANT Access to the restaurant is by meal voucher

lrr-Ar ^ .hFA-

onry.

'r.

Alt SonoporVentura

manufaurer.

SHOPS ON

1700 until 23OO and 0600 until arrival in port.

BOARD

.] ,,.' ,,", '

SFl]r"o ' ']' '' oroiuced,between,loJan,'and ' ]] ' '

',,''

1o May are being recal|d by the

''

:.

ihoulo contact:Maureen Grene on 01'522]986 322 to arrange an appoinlment

ownersocarswithserialnumbersbetweenierzr-G19-82369]andrtzt.er9l99856

to bring'their

'1 :;',-:..' ' .

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Tom Bowles Sales Director Mill Street Motors

". ',.
.

:',(tody|s date1-'''

PRACTICE 6
TEMPORARY CLOSURE OF SpaceXpress RIDE

PRACTICE 4
IMPORTANT
would all staff make sure they read and implement the following:
2 3 '

Due to a slight technical problem SpaceXpress will not be in operation this morning.

This action is very much regretted but has been taken in the interests of public safety" the rio it will have to be thoroughly checked by our engineers. Before *" '"_o[en It is hoped that the ride will re-open around lunchtime" We apologise for any inconvenience this closure may cause:

',: ,Don't leave anything in aisles.

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Don't leave files out on desk.

4,

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Don:t eaVdrink at desk.

leave:drawers/cupboards

open.

Put away when you have finished using them. Put bags/coats, etc. in lockers or under desks. Glose drawers/cupboards when not in use, Go to staff canteen for meals and snacks.,,
:

Miss Rosie Hill Manager

(today's date)
'

(today's date)

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l!wE{ iEr!tr{ t
YOUR EXAMPLE
STAGE
1

tJl SECTION 4: REPOHTS

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REPORTS
I

STAGE 5: WRITE THE HEPORT

SECTION

: IDENTIFY THE

TASK

Write the repot.

te

Standard o Service at Re_stagranls_ iF Chester. ShrerrypEuJy' Bristol and ChPltepham

STAGE

2:

LAYOUT

Terms of

1 2 3 4 5 Recommendatons l
It

A report requires a title and the ollowing headings: Terms of Reerence Proceedings Findings Conclusions also requires a signafure and a date.

Mrs Ann Cage, Managing Director, has asked me to Write a report on the standard of servce at Burger Express restaurants in Chester, Shrewsbury, Bristol and Cheltenham.

Reference

customers and made

Proceedings lvisitedall4restaurantsandorderedsomethingtoeatanddrink.lobservedstaffand

notes.

'

Findings 1 thester The service was good and the staff were pleasant and very helpful. Dirty plates Were cleared away quickly and allthe tables Were kept clean" The ood was served quickly but
was not very warm. ln general the staff were very young, although they appeared to be
adequately trained" 2 thre.wsbUry I visited the Shrewsbury restaurant on a Saturday morning. The restaurant was full and it was extremely busy, although staff appeared to be coping well. People were queuing outside the door because there were no available seats inside. The problem was that customers were not leaving after their meal, and were sitting talking at the tables. People

. . o o . . . o .

STAGE 3: IDENTIFY RELEVANT tNFORMAnoN

report or Mrs

cage

standard of service at 4 restraurants

visited all 4 restaurants Chester - good points/bad points Shrewsbury- good points/bad points

Waitinginthequeuemadeseveralcomplaintsaboutthewaitingtime.

Bristol-good points/bad points

Qneral opinions

Cheltenham -good points/bad points

recommendations

rrtlc

Terms o Befernce Mrs Cage has asked or a repot on standard of service at the 4 restaurants above. Proceedinos Visited all 4 restaurants. Had something to eat. observed sh& customers and made notes. Findinos
1 chester' service was vry good. Frienclly, helpful staf. Plates were cleared away quickly and tiables Were clean.Foodservedquickly,butnotverywarm.Slafingeneralveryyoung,althougapp"","otou"

STAGE 4: GROUP/ORDER RELEVAI.|T TNFORMATTON standard o service at Restaurants in chester, shrewsbury, Bristoland cheltenham.

3 Briqtol When I arrived at the restaurant there were queues outside the door. Here the problem was slow service and uncleared tables. There was only one employee cleaning up and customers had to clear their own tables. When l asked about this l Was told that many staf hadn't come to work that day and that this had happened on many occasions before" 4 Cheltenham. The service was good and the ood Was served quickly. However, the burger l ordered had not been cooked properly and was still red inside, the onions were missing and the cheese tasted more like leather than cheese" When I went into the kitchen, all the staff doing the cooking were very young and did not appear to have much idea.

happened. 4 cheltenham

adequately trained. 2 Shrewsbury - Visited on saturday moming, very busy. Restaurant was ull and queues outside door. staff coping well' No seating available. Problem was customers not leaving after meal, sitting talking at tables. Customers in queue complaining about waiting time. 3 Bristol - Queues outside door. Problem was slow service and uncleared tables. Only 1 employee cleaning up' so customers had to clear their own tables. Told many staf hadn't tumed in that day and thar this oten

The standard of service at the Chester restaurant Was good. The standard o service at the other three restaurants was not satisactory, even though statf Were generally helpful. The Shrewsbury restaurant has serious seating problems for its customers. The Bristol restaurant appears to have a problem with staff absenteeism. At Cheltenham the ood Was not properly cooked.

Gonclusions

Hecommendations

2 3

All kitchen statf attend a training programme to ensure that the food they serve is properly cooked. All staff, particularly at Shrewsbury, are given instructions in how to deal with customers who do not leave A separte report is commissioned on the issue of staff absenteeism at the Bristol restaurant.

- service was good. Food served quickly, but burgers not cooked long enough. onions missing from my orde, cheese tasted like leather. Went to kitchen' Youngsters doing cooking appeared to have no idea.

good.

Conclusions standard o service at chster was good. At shrewsbury statf Were helpul and friendly but restaurant had serious seating problems. Standard of sevice at Bristol Was bad. There is problem a wth staf absenteeism. Standard of service at Cheltenham was good, however ood was not p]operly cloked and did not taste Very

STAGE 6: CHECK YOUR WORK CHECKLIST: REPORTS

1 2 3

Recommendations All kitchen staff attend a training programmo to ensure that food is properly cooked. lnstructions given to all staff (paticularly shrewsbury) in how to deal with customers who do not leave. A separate report is commissioned on staf absenteeism at Bristol.

1 2 3 4 5 6 7 I

Have you completed the task? ls the layout correct? Does the title tell you briefly what the report is about? Are the headings correct and in the correct order? Have you included the correct information under the correct heading? Have you signed and dated it? ls the language appropriate for a report? Have you checked spelling, grammar and punctuation?

PRACTICE

PHACTICE 2

SECTION 4: REPORTS

Pqssible Merqer between Pvlo Plastics alld Penn Plastics lnc

Terms of Reference Mr Andrew Sheringham, Regional Manager, has asked me to write a report on the reasons oll rv v' the decrease in sales at the AG Shop in the wavertey shopping centre, Eoino;rnn.-*v' t9
f

' "' -'t '"'

Terms of

Proceedings
ownefs and customers.

The Board of Directors have commissioned this report to find out how their employees would feel about a merger between Pylo Plastics and Penn Ptastics lnc.
'

Reference

:::::"'::i:::i:::s

igures for the

'"rn

"riod last year and have also spoken to]other shop

Proceedings
l spoke to all Department Heads individually and to staf in groups during their' lunchbreaks in the staff

Findings

canteen.

ffi';always me n rists ave,arway; ;*"n,, o" i""# ilffi ;;; :':ff: "T:.:: ::: prices jewellery at tax-free T1': f andf rast year maderup
:::^::*1.,
:::'::*;}i:':".p"n]".u|1rly *,:n tourists.from
mainland
to
u

:::.lioam4or.efct.onthenumberofforeigntouristsvisiting clear in
the all in sates or ou'
h

"'-ffi Europe.''rnenuml";;,.iil;;;;il';';'#;"I'
fi;;;i",a ;;il"

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Findings

3a

1 Everyone is unclear as to the gffects-o1 a merger.

to the right, This makes a bad impression

\-,.t

2 The shop location' This has been affected by the closure of neighbouring shops to the left and anom"nyffilu", walk , ' '

past.

' '

':'::

3 Heads of Departments are not,s'UrO,li6vv,a merger could work' . , , 4 Many employees are.worried'thtlthel,rnerger will mean job losses, vo|untary :redundancies, or the closure of the..fiVlo,Pfastics factory. They are also wolied that they , : will be transerred to other plants.aslstafknow that Penn Plastics {ready. has 2 factories
-''.'
,, .
..,,:

3 shoolifting" overthe last 6 months there has been a maior increase in shoplitting of :*;y,oo,',.,'. children' The girls' mostly aged between 14 and tz, com" in groups o up to 10; sQ it isditficult ,,, "', to observe'thern all at the same time. This shoplifting is costing the shop a lot o'on"u.- ,, ,
,
',

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'i.:".i,.i:).:.

4 No sales/Disco.unts' Many custorners have requested a sare or have asked for discounts. our.. company policy is nno sales, no discounts.'when customers are tord this ,n"v " "Y n; which have sates or offer

discounts

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..

Conctusions
The decrease in sales is a res.ttlt of 3 actors: Fewer people are coming into the shop. There are fewer tourists from abroad and many people just walk past. There has been a significant increase in stock rost due to shoprifting" Many customers have been lost because of company 'no sales, no discount, policy.

moved to the US. 6 Staff are unsure as to whether they will be consulted before the merger.

Conclusions

Recommendations

Heads are ln general there is a lot of uncertainty about the merger. Staff and Deparlment the current very worried about possible job losses, factory closure and major changes in structure of the company.

1 2

reconnmend that we: Install a video camera in the shop to prevent shoprifting. Change company policy on sales and discounts"

what the recommend that a memo is sent to all staff and Department Heads explaining infor'ming,staff'whther they merger would mean for the company:and its emptoyees and
I

Flecommendations

will be consulted or not.

Your name
Date

ANSWEHS: sEC

iirtj

llrna I /

PRACTICE 3

PRACTICE 4

SECTION

REPORTS

Suitebilitv El Roundtree Conference Centre

Terms'of Reference Mr Gary Hayes, Sales Director, has asked me to write a report on the suitability
Roundlree,Conference Centre for future conlerences and training seminars"

CONFIDENTIAL
Repprt on .lake Sinclair and sarrv
of the

gr;w;t;r

spent3 days

at a

sales conference at Floundtree Conerence Centre. During my'stay;,l

'made:

.-,.,,,
':,'

my own impressions and talked to

staff.

''lii

,,

'a*o',thetwostaff _*:\--.:.:,...,

''.',' '''

'

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Ms Katy Dixon, the Personnei Manager, has asked for a report on Jake Sinclir: and Barry

whoare*oikingooe-lTlonthtrial
'l

period"

_'.:

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i.ri:ir rieo on Monday s September,Tfiis

Jake Sinclair and Barry Brewster have been working directly under my supervision since they report is based ofi n! xperience;with'them and

2 ln the Highgrove conference room th tables]were,arranged very effectivebt:in'it'+shape'i,1'iii;i;;,,,,"',;

of various,sizes.

4:Th,e:

Helaxation Centre was well-equippedfut itliv6s l

..

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Conclusions
ln general the facilities Were satisactory apart rom the uncomfortable chairs in the conference room and the Relaxation Centre, which was too busy in the early evening.

*or"tarJully and if he can't answer a quelion'fre:will say so and then find out the answer; Jake Sinctair, on the other hand, just keeps on talkingchooses his word,

Conclusions
Recommendations
I

recommend that we use the Centre again but make sure that more comfortable chairs are

Both Jake Sinclair and Barry Brewster have made a good impression with customers, colleagues and myself. They have both been reliable and smart. They have different characters but both have good points.

provided.

Recommendations
I

time and will recommend Barry Brewster as I think he will become more self-confident over

give customers- accurate inormation"

Your name
Date
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PRACTICE 5

PRACTICE 6
ACCIDENT INVOLVING MR WILFRED SMITH

SECTION 4: REPORTS

TNCREASE rN PAPFR USE

TermsoReference
Mrs Gerard, Financial Director, has asked me to write a repoft on the increase in the amount of
paper being used.

':

Terms o Reference Sir Humphrey McAulay, MD, has asked me to write a repoft about the recent accident,:at'the Central Warehouse in Exeter involving Mr Wilfred Smith and a ork-lift truck.
I

Proceedings
l visited the Exeter Warehouse, checked the accident report card and spoke to staff wholwer,e present at the time o the accident.
| , ...i.1

Proceedings
I

checked with accounts to see how much paper had been bought and then spoke to staff and

management to find out reasons or the increase.

l,
1

. '...'I.:t:lt:ll1:l!,..."',

The accident happened on 14 April at6,45pm,'r,yhgn.Wilfred Smith was hitby']]'torr<.lift1ruck].ii, driven b11 Henry Stevens. As a result of this ne Orot<e his right teg in two plac;, il ;* il11|". was calld immediately and he was taken to ieter General Hospital. .rr't.
"a,':'' -l l !,',;''":'_"
t

Findings
Our costs for paper have tripled i1 the last 6 months. This is as a result of the following:
1 E-Mails. There has been a large increase in the number of e-maits sent and received. These

:''

messages are sometimes one word long and other times are several pages long. Staf print out every message sent and received, irrespective of length.

2 Priners. Faster printers makq

it.puch easier and quicker to print out documents. Employees don't check their wor!'on scrgen' They print it out, then correct it and print it out again - sometimes up to 4 times before they have the final version. Most o these print outs
are thrown into the wasiepaper bin.

3 lntemet. Many employees now find information on the internet. When they find useful websites they print out web::pges;,many gf which are later thrown away.

Many statf, and young'staff in particular, don't like filing documents. They find it easier and faster to print documents out every time they need them and then throw
them away.

t:

Conclusions
The accident appears to have been a result of employees not being aware o basic safety procedures.
ln general there is a huge amount of paper wastage, which is mainly due to laziness and carelessness on the part of staff.

Conclusions

Flecommendations
l reccrnmend that all staff attend a one-day safety training course during their irst week of employment. This should be followed by further training sessions held every six months. ln order to reduce staff turnover the pay scale {or warehouse statf should be reviewed., ,,

,,

,,,

t recommend that guidelines are produced and issued to all staf concerning e_mail use, ghecking work on screen, internel usq and filing o documents with a view to making staff more

Recommendations

110

l-H YOUR

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EXAMPLE

.l

1 '

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T
SEC1ON
ARTICLES
PRACTICE
1

Write the article.

STAGE 1: IDENTIFY THE TASK

SECTION 5: ARTICLES

STAGE 2: LAYOUT The article requires a title, an arresting opening, a middle and an ending.

[TR's quidg to 9pain

. . . . . . . . r .

STAGE 3: IDENTIFY RELEVANT TNFORMATTON

AEC established l g8g

electricity to over s00,000 homes and businesses anniversary of visitor centre / opened last June already over 30,000 visitors r opening times free entry to exhibitions & displays ideal for children, school parties, famity days out exhibition, model, display, etc awards for design 0'he New Building Award from the cBl) newspapers quotes 4: GBOUP/ORDER

'

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! 8 I

1 AEC estabtished 1989. Electricity to ? Anniversary over 500,000 homes and businesses. 3 o visitor centre - opened last June. Already had over 4 Centre has won awards for design (The New Building waro from 3o,ooo visitors. the CBl). s . -. important architecturar proleci' (Dairy News). ! Exhibitions 6 Y"ry
'Y.ry entertaining and educationar" (Morning sta4. The exhibitions Were simply fascinaiing'' (Tte co.irie4.
& displays.

srAcE

RELEVANT tNFoRMATtoN

19 Moving 11 open

ldeal for children, schoor parties, family"days out. Watel exhibition, Model of power station, 'Power of Water" disptay, etc. T days,10am - gpm. crosed bant< horidays. Free entry"

STAGE 5: WRITE THE ARTICLE

PRACTICE 2
This month sees the first anniiversary of AEC's visitor centre, which has been visited and enjoyed by more than 90,000 visitors since op"ningl".tJu;;. To date the Centre has received numerous awards or its design, most notably "The New Building Award'' rom the CBl- The press nas been equalty kind, the Daily News referring to as a "Very important architecturat projecf'.

PIDA Publishinq House

:Jopr

partner for theiCzech Bppubliq

it

Founded in Prague in 1993, DIDA Educational Publishing House has specialised from |he beginning in the production of textbooks and resource material for teachers as well as selfstudy workbooks for students.
Our books are sold throughout the Czech Flepublic and users value them highly.

nyf19 the year AEC's Visitor C"ry* has staged a succession of exhibitions and whichhavewon.universalpraise.TheMornin!Starfoundthem,.Veryentertaininganddisplays educational'''and The Couiier delighted t 'The exhibitions were simply fascinating,,. "n'iounce

We print books under licence and distribute books or foreign publishers in the Czebh Republic through a chain o bookshops in 30 towns and cities. We also supply to many other bookshops in the Czech:Republic.

pleased to discuss your needs.

13

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YOUR EXAMPLE
STAGE 1: IDENTIFY THE TASK
Write the list.

SECTION 6: LISTS

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STAGE 5: WBITE THE LIST

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INSTRUCTIpNS FOR WA$HEHI/DRYER 1209 x456

DO
1

STAGE 2: LAYOUT
A tist requires a title and numbered points.
-.'....".;

STAGE 3: IDENTIFY RELEVANT TNFORMATTON

. . r

use only for intended

purpose

read manual before operating door interlock for safety

- door won't open when in use - don't force door, wait a minute

a a a

coins

don't put flamrnable garments (cleaning sprays / liquids) in machine / metal objects can damage drum
- wash in a balanced load

don't wash heavy items alone (bath mats, cotton sheets, towels) remove dispensers for washing powder etc beore tumble drying foam and rubber articles not suitable or tumble dryer _ don't put in drum gets hot during tumble drying
- allow the dryer to complete cool down period - then remove washing

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cold water supply must be tumed on for tumble drying if machine is faulty stop using it
aften use tum off water supply

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remove pluE from electricity supply

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STAGE 4: GROUP/ORDER RELEVANT TNFORMATTON

1 2 3 4 5 6 7 I 1 2 4 5 6

DO_

Only use for intended purpose. Read manual before operating.

Wait a minute if door won't open, then try again - machine has a doorlocking safety feature. Flemove all dispensers for washing powder etc before tumble drying. Don't wash heavy items on their own - always wash in a balanced load - eg bath mats, cotton sheets, towels. Don't put oam and rubber articles in the dryer - they are not suitable.

Allow dryer to complete cool down period before removing washing Make sure cold water supply is turned on when tumble drying. Make sure you turn off water supply after use. Always take plug out of electricity supply after use"

- the drum gets

very hot.

6.

Don't continue to use the machine if it appears to be faulty.

DON'T
Don't force door open if there is water in drum or drum is still tuming. Don't put flammable garments in machine (eg cleaning sprays / liquids). Don't wash heavy iterns alone (eg bath mats, cotton sheets, towels) Don't put foam and rubber articles in dryer - they are not suitable;
-

STAGE 6: CHECK YOUR WORK CHECKLIST: LISTS

wash in a batanced load.

Don't use the machine if it appears to be faulty

1 2 3 4 5 6 7 B

l-lave you completed the task? ls the layout correct? Have you given the list a title? Have you used numbered points and headings if appropriate? Have you included all the relevant information? Have you ordered the information in the bedt way? ls the language appropriate for a list?

Have you checked spelling, grammar and punctuation?

116
tLj

117

F"El

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PRACTICE

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SECTION 6: LISTS

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Language skills will be necessary for careers and jobs in a global market.

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in the safest possibre position"

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Peaceful cooperation between nations will depend on knowledge of languages.

Turn off ignition. Get out of vehicle. Call the Fire Brigade" Stand back if the fire is lntense.

l-earning languages is a life-long obligation for everybody"

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SECTION 6: LISTS

rRAVE!. INSI'RAN9E
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GENERAL POINTS
Major providers are:travel agents and tour operators.

NEW RESEARCH

Glass shelves

Tall bottle flap Tiltng upper shelf MeaVsalad box

. keeps corks wet when chilling wine

hygienic storage unique reversible lid seals for storing salad allows ventilation for storing meat

. . . .

BAGGAGE
. cover for lost, stolen, damaged baggage.

. "first needs" until luggage forwarded

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holdrr on"door for useful advice on home]freezing

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PRACTICE 5

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|NGREASE tN qBESTTY RATES

OBESITY RATES
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The number of overweight people worldwide equals the number of underfed people:
:

saveEx CARD.FRQM X-WAYS

SU

PERMARKETS

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.1.2 billion obese adults

" 1.2 billion underfed adults

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GLOBAL TREND
Not just Western Europe but poorer countries as well" Poputations are moving from country to a sedentary city life.

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15oko population ovenrueight in 1990's (9% in 1980's) - traditional - healthy

diet

Details can be found in any X-Ways supermarket' We will keep the HighX scheme so you won't lose existing points'

- non-dairy
-

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TREATING OBESITY-RELATED ILLNESSES

1'!

The costs in Britain are t2 billion a year

SaveEX scheme" At the end of your personal year you will be transferred to the

% of national health budget ).

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CHANGING THE TREND

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SECTION 7: LETTERS

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ANSWERS: SECTIONS 'l - 7 STAGE 5: WRITE THE LE]TER

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ANSWEHS: SECTIONS

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YOUR EXAMPLE
STAGE 1: IDENTIFY THE TASK
Write the letter.

SECTION 7: LETTERS

STAGE 2: LAYOUT
Sender's address: Flecipient's name: Flecipient's address: Appropriate date:
Correct salutation: Correct complimentary close: 77

77 -' 8 1, Brid g, S-t1et';'. Formb}' Liverpool,' L37

7WE

GJFC C/o Mr tan Pearson

24 Ashby Road, Manchester, M14 SHS 2 Augusrt ...
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81 Bridge Street, Formby, Liverpool, L37 TVVE

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Dear Mr Pearson Yours sincerely

(your signature) (your name)

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Sender's signature:

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C/o Mr lan Pearson ,24 Ashby Road Manchester M14 3HS

2 August
.

Sende/s name:
Sender's position:

...

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Sales Assistant
'

STAGE 3: IDENTIFY RELEVANT INFOBMATION

thanks for leer available flights - 22 people
- Manchester

'Dear Mr Pearson
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Thank you for your letter ot 79 July,,,We:have checked the available]lghts orthe dates

yot't

Paris

- 1 September (am)
- 0615, [48, no discounts

available flights - 22 people

- Paris
- 21 September (pm)

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9n the afternoon ot 21Septmber,thipii,a choice

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of lighJg

fromlaris,tolManchester. The

Manchester

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- 1335, t49, no discounts -

1500, 128,

4a"/o

discount or under 16's

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- 1630, t99, 3A% discount for under 16's

fares and discounts for under 16's booking terms and conditions
- no cancellation once booked

:i'*. *e recommend that you visit tho*o*i* Jpor.thotel.com to ind a suitable hotloryour We can visit their . i -' : needs. l you don't hve internet access plase-call in to the shop where
wb*it" ano *ho* you other possible hbtels in Paris. Yours sincerelY
{your signature) (your name)
.

b9 Please let me know if '.you wisll,io''9ox'.1!i'9P nights. once flights are booked'they'can't you conirm cancelleJ ;'d *a .aot offer'any 'refundS,;. We reQ uire Za"/o deposit payable,When

no refunds

- 20% deposit payable when customer conirms - remainder 14 days before travel hotel details - suggest website www.sporihotel.com
- call into shop

Sales Assistant

1 2 3 4 5

STAGE 4: GROUP/ORDEH RELEVANT INFORMATION

Thanks for letter. Available flights Manchester - Paris - 22 people on 1 September (am) / ares & discounts
- one flight.

STAGE 6: CHECK YOUH WORK CHECKI-IST: LETTEHS

Available flights Paris - Manchester - 22 people on 21 September (pm)./ fares & discounts - choice of flights Booking terms and ccnditions.
Hotel

1 2 3 4 5 6 7 I

l-lave you comPleted the task? ls the laYout correct? Are the sender's details and the recipient's details correct? ls the date aPProPriate? Have you included all the relevant information? Have you ordered the information in the best way? ls the language appropriate for a letter? Have you-cnJcked'spelling, grammar and punctuation?

suggest website.

124

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PHACTICE2

SECTION 7: LETTERS
Westbank Hotel and Conerence Centre

Tl: 0161 764 5896

Unit

Glenield lndustrial Estate Bury . ,,.-, l Lancashire BL8 SDX,

:Titl: 350

Transport:,,,,,i,
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23 -25 New Mount Street, Bath, Avon, BA1 8DF Tel: 01 225 456 666 Fax: 01225 456 60CI
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westban khotel. co.

k Website

www.westban khotel.co. uK

Properties MissZoeHenry..l:.'|.]'
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22Wardle Business park King's,Street

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44 Marylands Avenue
New Romney TN28 8FB
16 August ,..

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Dear Miss Henry

Dear. Mr,Bown

Thank you for your letter' o,,12]AtiQust;

l look orward to hearing from you.

Yours sincerely

All of our conference rooms nv]e*cellnt acoustics and refreshments re ineluded in the price. The hotel has recently completed a programme of improvements including wheelchair access to all accommodation and conference rooms, and the installation of a relaxation centre with swimming pol, Sauna, solarium and steambath, which is open every day from 1pm to 1Opm'
I

Brian Ferguson Transport Manager

have enclosed a brochure and current price list. We would need to have confirmation of the fish number of delegates by 15 September and would also need to know if the vegetarians eat and eggs or not.

Please do not hesitate to contact me to discuss any more details"

Yours

sincerely

r:

Esther Woodford (Mrs) Manager

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Great Southern Railways

SECTION 7: LETTERS

32 Church Road, Treganna; St lves, crnwatl, TR6 8BB Tei:01736 799 54 Fa,r:01736 785255

GSL lntrnatinal',Recr'uitment Agency Paris , ' 17-,Quai' d'Orsay; F-75007

':Te::33l:4062.55 41'Faxl 3311 40 62 56 92

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Mrs Janet Mills 47 Halland Street London

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Dear Mrs Mills Thank you for your letter of 18 September.

16 January .."

am sure you-can:understand

why we decideo

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our normal policy is

make the same again to see your clients because your meeting was cancelted, we are prepared to exchange your ticket or a new one. Please send me your old ticket and your new date(s) of traver and r wiil send you a varid ticketI apologise for the inconvenience caused and hope that you will understand the situation and continue to travel with Great southern Railways.

not to refund money unless trains are cancelled. However, if you have to journey

lf you would like us to arrange other candidates to attend interviews at the same time please let us know as we have several other candidates who have rnost of the requirements for the position with your company.
I

look forward to hearing from you"

Yours sincerely

Yours sincerely

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PRACTICE 6

SECTION 7: LETTERS

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Global Office: Supplies

FO Box 340, Borehamwood, Herts WD6 l LT
Tel: 020 2369 5846 Fax: 020 2369 5700

Adonis Model Agency

Tel: 021 1t 37 64 27 Fax: 021 1 / gZ 64

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Wisemanl n l"Oi.ut Supplies 56 Eldon Road Leith
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26 Janua! ;:..

lT Fashion Magazine Ms Jancis Morgan lT House Edgware London NW3 sYH England

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have made enquiries concerning the misJakes' which].you mention in your letter ot 22 Janury.: 2 weeks many staff have been of'work due to the lu epidemic. ln order to fulil,::.'. customer|' orders staff who were not ill had to w-ork long hours and overtime to cover foi,the.,.,' ,
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staff who were of sick"

We were very pleased to receive youl,fetter of 29 May concerning our model;rGisele, and are in agreement with your proposal to interview her for your magazine. We would be abte to hold lhe interview in our guest apartment in Dusseldorf old town and suggest the afternoon of Thursday 15 June. This would allow you to'fly into Dsseldorf and return on the same day. Please could you confirm that this date is convenient and let me know what time you will ai'rive So that We can arrange transport or you from the airport.

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The ernors on your invoice Were made by a temporary member of staff, now no longer w1ttr'u;"::.i' Who did'not know that Wiseman Medical Supplies were eligible or a discount and there;g1g 1,;.'l';, '.' issued an invoice With no discount. A credit note wili ne issireo or the difference. ' ,':.,,i'.;',-,:i'i!i..,
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The labels which Were missing rom the last delivery have been sent to you by express courier. Please return the packing rnaterial which was not requested at our cost"
I apologise for the problems which you have experienced. This is the flrst time that we have had Such problems and l admit that we Were unprepared or the situation caused by the flu epidemic. Nearly all of the staff are now back at work and we have taken steps to ensure that such a situation will not happen again.

Please let me kno.w if there is anything in particular which you want to know about Gisele or our agency, so that l can bring all the necessary information with me. We can also dscuss the possibility of using her face on the ront cover when we meet.
I

Yours sincerely

look fonruard to hearing from You.

Max Humphreys Sales Manager

Yours sincerely

Ursula Zimmermann (Mrs) Agency Manager

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Mrs Gaby Silver, Customer Services Manager of Dial:up: Bank, has commiss ,ioned IRS to write 3 'l
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called the bank 78 times over a two week period and carried out various tasks, from everyda\l transactions to very specific enquiries.
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5 I did not encounter any problems when executing simple everyday tasks, such as transferring, ..' "i money orordering a chequebook. However, when lenquired aboutexchange rates lwas putonr: ,:; ,:,i; hold for B minutes and when l was finally given the requested exchange rate it was incorgcl.'l:',,,i l,;:r',,id When I tr:ied to transfer money to an account I hold in another country I was passed on"to othei,':'r|::,i' ,r!,! operators 3-,limes and eventually the operator hung:up.
6 I contacted:the,bank
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transferred,to superior member of staff immeditey'

7 There were many times when lines were engaged.
I

to complain on 12 occasions.: During all but two of these catls,

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QUESTION 5 (ARTICLE)
$peciqLDeliyqrv servie,',taksmqrllgt bv storm

I1:

called the bank and could not get through because all of the

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Conciusions
l/ost

need attention: speaking clearly when giving name, informing customers that the call is recorded and executing unusual tasks.
1 Operators should be instructed to speak clearly when giving their name. 2 Operators should be informed that they must inform callers that the call is being recorded.
irii:. rl:
:.:;

of the guidelines are being followed by telephone operators. however, the following areas

Launched at the end of last year, "special Delivery" replaces the former "Next Day Plus" seruicO offered by Express Couriers. Already rated the best or cost, speed and reliability in a recent survey, "special Delivery" is being chosen by more and rnore companies who realise that choosing the right courier service makes sound business sense. Sales to date of "special Delivery" have shot up by z4%compared to the previous "Next Day Plus" service.

Recommendations

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QUESTION 6 (NOTICE)

QUESTION I (NOTICE)

QUESTTON 7 (LEITER)

Tel:, 01 392::426: 2S5,:

QUESTION e (MEMO)

JAMESTHOMSON

,,

. . , ,r

:..,

James Thomson was employed by PLT Cinema from June 1994 until December 1ggg. During this period he worked his way up from Assistant Cinematographer, to Chief Cinematographer and finally to Assistant Manager. He left PLT to work as Prornotional Manager for a taiger cinema company" This gave him the contact with people which he enjoyed o much. While he worked at PLT he was always well-dressed, punctual and reliable. He ad excellent people skills and was a good communicator. He was also well-liked and respected by staff and '
management. He was an exceltent employee, an asset to the company and I have no hesitation in recommending hirn for the job for which he has applied.

To: From: Date;

Subject:

All staff Your name, MD Japanese export order Today's date

As you probably know we have just won a major export order to Japan, which will be very important for the future of this company. The order was won as a result of long and difficult negotiations, which were finally completed when the Japanese delegation spent three days here in the factory" I am sure that the reception they received here and the impression they gained contributed greatly to us winning the order" For this I would like to thank you all'

] ;'i..{j.'l:.].i. . :'in-..,.r:,iIi".,:if.:.r,,rti l --'

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138

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ill iil

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QUESTTON 12 (REPORT)

QUEsTloN 0 (ARTICLE)

Staff Partv
'

'-'''.''-''.'-..'''''.''.'
Mr Ken Adams, Managing Director, has asked for a report about the,recent staf party which

Washeldtothankstafffortheir.helpduringthecompanymove

.":

ill

QuEsTloN 1 (LIST)

I
t
I
"t

The catering company provided a very low quality service. They were cheap and the reasons or this Were that they had cut costs on food preparation and seiection, had used disposable
5 o

Gonclusions

cups and saucers, and had neglected staff training.

i
I :

I
10
.:

I recommend that this company is not used again. For future parties ai quality firm should be contracted. This will require an increase in the budget but will be welcomed by all employebs.

Flecommendations

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.

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12
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QUESTTON 13 (LETTER)

'-!

QUESTION 14 (LEAFLET)
Caver House Stationers WELCOME ON BOARD THE WORLD'S LARGEST FAST FERRY

48 Halten Fload, Plymouth, PL6 2XC Tel: 01752 506 399 Fax: 01752 500 453

Miss Janet Lawson Burgess & Cope Solicitors Callington Way Tavistock TK14 3NJ
:

29 July Dear Miss Lawson Thank you for your order of 25 July.
I

".

"

have today sent you the following items:

1 pack STICKIT glue sticks 2 packs o HB'pencilg 1 pack large lipped paper clips

t6.25 per pack

I ''

1., '.1"

r!. r':.., r-.1 : " . ' ,t,

rrr

l have atso sent you 9 sets of A-Z board divioeli:at,,g;1 0 each. Unortunately this was alt wei:]:l.l;, ri mai n i n g,.61. ji-.'!t1:'r::t'ji

,-. I'- rl:::. "1': i:'ri ia'1:i1.!il:l:": tr' :,:.ii ,r.,- i ,.:.!r.......r, .ii,

We do not have any low-noise packaging tape and our suppliers are unable to supply us with any. Please confirm whether we should send normal clear packaging tape or whether you wish to cancel this item. The 2 packs of YELO post-it notes are priced at [5.75 a pack. The price of t5.50, which you quote, is from last year's catalogue. Please confirm that you wish to order these at the new
price.
:i
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).1 I

QUESTION 15 (NOTICE)

I
CUSTOMER SATISFACTION

"
It

Customer satisfaction is the number one priority at Hills Stores.

I have sent you a current catalogue and price list and look fonruard to hearing from you concerning the above items.

is essential that all customers are always satisfied with the service we provide'

lf a customer is not completely satisfied, he/she should speak,to the

Slore Manager: immediately,

Yours sincerely
illi

your signaturei;

-.

...'-

yourJam

SalesrAssistant

'/42

l' QUESTION 16 (REPORT) QUESTION 17 (LEAFLET)

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WR

F nternatio, -nal .Eilness FxhiFitipn

I

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...

.. DREAM HOTIDAV:HOMES'IN,iPAIN,. PONTUCNHAND.FRANCE

. .. . ". ... ,

22 :- 26' Februarv. Brlin

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of 'Reerence

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"na "orntry.io"

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QUESTION 18 (MEMO)
but who wanted very avourable credit terms.

The total value of the orders taken on the stand was just below the total cost involved. Many of these sales Were to first-time customers, particularly the trade visitors, and if they are satisied they will probably place further orders' A lot of useul contacts Were made which could result in sales at a later date. Our presence at this exhibition is also very important to establish our company and products on the international market.
;.
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Conclusions

Recommendations
I

recomrnend that we continue to take part in this exhibition in future

i | ,.i
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To: From: Subiect: Date:

!

All Heads of Faculties Sara Flichardson, Deputy Principal Presentation Party for Principal Today's date

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QUESTION 20 (LETTER)

GILBERT'S PORT

The

company . founded
. now one

1815

. expan{ed since then

of the largest port companies worldwide

Location

. Vila Nova de Gaia

(at mouth of River Douro opposite Oporto)

Family

crest

. eagle and

3 feathersr

'

. AnnArQ '\n labels of every bottle ' appears on

Flistory

1815
1 1 1

founded by;Alistair Gilbert

(Scottish)

830 854
861

Robert Gilbert (son) opened offlce in London Fitzpatrick amily brought in to manage Portugues,no

McNeill family: brought in

rnember of'Fitzpatrick farnily on the board in portog"t. still maintains the feel o a family business

Today

'

'

"

'.'''''

',]

Suppliers

. farmers (provide grapes and wine)

. relationships over many generations

" don't have written contracts

We offer competitive'rates and guarantee all delivery dates for any work we undertake. please contact me
I

. shake hands to seal agreements

if you would like to

visit our factory and see samples of the work we do'

look fonvard to hearing from You"

Portuguese

influence , , ,,,, , ,,

- much portuguese influence Portuguese MD since 1g7S (Gilbert's Fortugal)

,...

Yours sincerely

]Pm 1;ghfield (Ms) .Sales Manager

.,..1."
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GLOSSARY

airline
abandon abroad airport

,,

,:

automatically

rijt:.i..:

aisle all-day allow already

alternatively

absence absenteeism absorb abundance academically accept access accessible accident accommodation according to accordingly accountancy accounting accounts accredited accurate
ilry

availability, available ,
avoid

'

,i,, ll

awaiting delivery award

ambulance analyse anniversary announce annual annual leave annually

antique apartment

awarded aware back out background in back-up baggage balanced

balloon

balloon flight bank holiday

bankrupt

apologise apologise for inconvenience appear appliance application apply

appointrnent

based based on basement behalf

benefit bin

acoustics
action actually additional

apprentice approach
appropriate

adequate adequately
administration administrative assistant
iili
:li
Ii

blend block of flats

board of directors

approximately
aquarium architectural

admission
admit admitted adult

boarding
boarding card bomb bomb hoax bonnet

area arise around arrangement

arresting art art galley

'i

advanced advantage advice advisable advise

affect affected affordable

bonus book book fair

booking

aftcles
artist artistic artwork

bookshop
boot box

agency agenda
agree to

asap asset assistant

boxfile branch .
.,1

f::
.,-,",,

agreement air
air-conditioned

assurgd attend attended

..r ,.r

1,;,,

,
',t,,
,t.''.

bfeak

branch manger,, , , lii;,.

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i

break down

,,.,,, .,:

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;,,

' brewery

brgakdown

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,;,
;

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-Lbriefly brilliant broad

ilsl

n-I--.l-l -1
catering firm celebrate centralise centre centuries certificate chain chairman change character characterised charge

!-

-r-l rr-l- a I ,' Ll

compared to compartment compensation competitor compile compile a report complaint complimentary components comprehensive compressor
computer terminal

ri l r L-r' Lr
control control panel

l--*-ri

jl
I
'

catering company

custome
cut off

broad range brochure browse budget

buffet building building company bulk

convenience convenient conveniently conversation

convert cooking coolng cooperation

customer services manager customer-friendly cutlery

cutting

dairy damage damaged danger date of birth

date of issue

directions'*'"'-*-'-'"
disaster disciplinary disciplinary action discipline discount discuss dish dispense display dissatisfied distinguished
distribute distribution
.j

-:-'"--.--

bullets business business trip busy

butter butter dish

copier
corporate corporate colours corporation correct

check
check-in check-out chemical cheque book chief chief executive offcer children choice

computer concentrated conception concern conclude conclusion conditions conducted tour conerence conference centre
confidential confirm confrmation

day daylight daylght hours Dear Dear Mr Dear Mrs Dear Sir/Madam Dear Sirs
debit card

corresponding cosy
cottage cotton countryside

buy buyer cabin calculation calendar call centre camera cancel cancellation canddate canteen capital
caption

courier course course of action courss requirement courlyard cover

crafts

diver divide documen domestic domestic sales double download

dratt

choose
cinema cinematographer clearly clerk client climate close down closure clothing coach paty coast colleague collect collection column comment commission common communicate communicator

decade decision decrease deduct degree delay delegate delegation delighted delivery delivery time demand demonstrate demonstration depart depaftment
department head department store

confuse confusion congratulate congratulations consecutive consider constantly

construction

create
creature credit credit card credit controller credit facility credit note

dramatically drawings dream dress driver driving licence

drum duration

car car dealer card cardboard career careless carelessness

carpet carry out

consult consultancy consumer contact

contact details

crest
critical

cross cross contamination

crowded

duties

cashmere casino casual casualty catch catch up

catering

contact lenses container

contamination

eagle
earn

dye

,:

cruise
'

departure design designer detail detergent device

diagrarn

contemporary
contents contract contractor
contribute

culture curator

coinpany
company magazine cornpany policy

curb curious
current currently

153

GLossRY
eficiency
effort

except excessive exchange exchange goods exchange rate exclude excluding exclusive execgte exercise
exhibition exhibitor

fast food faulty

forthcoming fortnight forward founded fragile frame framing free free of charge reephone

government graduate graduate programme grammar

grant

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hoPefully

I :;:'.rf
,: I

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egg tray electrical goods electricity electricity supply

favourable feather
fee ferry

hospital host ',, i

housewife
hurry identify ignition ignition

hOfSg .

hOfiZOntal; l..,:.,i
.

r.: ,.,ir,:
';.
'

ii; .,..;: .:,.,

:..

r,:ri:

grape
grateul

electronics
eligible emboldening

fewer
igures
ile

gratitude greenhouse group

growth

emergency employ employee

employment enchanting

filing

finance department finance director

find findings fine fire fire brigade fire extinguisher firm

treezer
freezing frequent fridge treezer riendly
ront cover

illness immediate
imperative

guarantee guest Euidelines

gym hair product

expand expenses experience

expert

encircle enclosed
encounter

implement
important

expertise
explanation export export order extend

impress impressed impression

in case of

encourage
endtess endure

rozen frozen ood

ulfil

hall hallway hand in hand luggage hand out hand-rnade handshake hands-on
hand-written

engaged engineer
engineering engineering faculty enjoy enjoy enquiry en-suite

first-class
fir

full-board full-colour printing

in operation in particular
in stock

extinguisher
extra extract

fitness
ive-fold fix

fulltime
fund urther further education future gain

in the meantime,

inclusive inconvenience incorporate increaslngly incredible independent individually inexcusable inexpensive

influence informal inormation officer informative

eye eye-catching eyesight fabric

facility factory factory shop actual faculty faculty head failure fair faithfully familiar with

flammable
flat

hang up haulage haulage contractor head office heading

health

flavour
fleet flexibility flexible flexitime flight flight details flu epidemic fluent oam oods football pitch
for sale

ensure
enteftainment entertainment park entire entrance entry environment

gallery
gap

garage
garden

gardener
garment gate gather

healthier healthy healthy choice

heart disease

epidemic
equipment
. i.

gauge generally
generation get on with
gift gift voucher

helicopter
helpul

error

in-house

rtii

ill!

escape essential
establish: estate office

helpline hesitation history hoax hold holder holiday holiday leave home

rt il:

familiarise
amily family business

itii
ilti:

force
oregone oreign fork-lift truck formal formal dress former

rnner-clty
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injured , ,
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initials

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:

innovatiolls,:

llI
fiti

evaluate
event examining body

farmer farmhouse fascinating fashion

ast

glance
global glue gold

instalt

insgrt ,',,t..... inspector. r,,.''

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excellent
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catering company catering irm celebrate centralise centre centuries certiicate chain chairman change character characterised charge check check-in check-out chemical cheque book chief chief executive officer children choice

compared to compartment compensation competitor compile compile a report complaint complimentary components comprehensive compressor
computer terminal

control control panel

customer
cr.lstomer services manager

:l.::;t',

broad range
brochure

convenience convenient conveniently conversation

convert cooking cooling cooperation

customer-friendly
cut off

:. digital printing
digt
dinner
direct

:,,],-1,,..:.
'

;,,ri.ri

browse
budget buffet building building company bulk

cutlery
cutting

sales
ii

;. ,

dairy damage damaged danger

date of birth date o issue

directions'*'"" "*"*'--.',''

:*

disaster disciplinary disciplinary action discipline discount discuss dish dispense display dissatisied distinguished
distribute distribution

bullets business business trip busy

butter butter dish buy

copier
corporate corporate colours corporation correct

computer concentrated conception concern conclude conclusion conditions conducted tour conference conference centre
confidential conirm confirmation

day daylight daylight hours Dear Dear Mr Dear Mrs Dear Sir/Madam Dear Sirs
debit card

corresponding cosy
cottage cotton

buyer cabin calculation calendar call centre camera cancel cancellation candidate canteen capital
caption

countryside courier course course of action course requirement

courtyard

diver divide document domestic domestic sales double download

draft

choose
cinema cinematographer clearly clerk client climate close down closure clothing coach paty

decade decision decrease deduct degree delay delegate delegation delighted delivery delivery time demand demonstrate
demonstration

confuse confusion congratulate congratulations consecutive consider constantly

construction

cover
crafts create creature credit credit card credit controller credit facility credit note crest critical

dramatically drawings dream dress driver driving licence

drum duration

car car dealer card cardboard career careless carelessness

carpet carry out

coast
colleague collect collection column comment commission common communicate communicator co'mpany company magazine cornpany policy

consult consultancy consumer contact

contact details

depart depaftment
department head department store

cross cross contamination

crowded

duties

cashmere casino casual casualty catch catch up catering

contact lenses container

contamination

eagle
earn

dye

.:,,

cruise
culture curator

departure design designer

detail

'

contemporary contents contract contractor

contribute

curb curious
current currently

detergent device diagram

etficiency
effort

except excessive exchange exchange goods exchange rate exclude excluding exclusive execgte exercise
exhibition exhibitor

-'::t

fast food faulty

forthcoming fortnight forward founded fragile frame framing free free o charge

government graduate graduate programme grammar

grant

hopefullyr,,;r'

egg tray electrical goods electricity electricity supply

favourable feather
fee ferry

horse
host

horizontal,"

,.t,

hospital
housewife
hurry identify ignition ignition

"

grape
grateful

electronics
eligible emboldening

fewer figures
ile

gratitude greenhouse group

growth

emergency
employ

filing inance department

freephone treezer freezing

frequent fridge treezer riendly
ront cover

illness immediate
imperative implement important

employee
employment enchanting encircte

finance director
ind

guarantee guest guidelines

gym hair product

expand expenses experience

expert

findings
fine fire fire brigade
ire extinguisher irm

enclosed
encounter

impress impressed impression

in

expeftise
explanation export export order extend

frozen
frozen food fulfil full-board full-colour printing

encourage endless
endure

hall hallway hand in hand luggage hand out hand-rnade handshake hands-on
hand-written

case of

first-class
fir

engaged engineer
engineering engineering faculty enjoy enjoy enquiry en-suite

in operation

in particular
in stock in the meantime'

extinguisher
extra extract

itness five-fold fix

fulltime
fund further further education future gain

inclusive inconvenience incorporate increasingly incredible independent individually inexcusable inexpensive

influence informal inormation officer informative

eye eye-catching eyesight fabric

acility factory factory shop factual faculty faculty head failure fair faithfully familiar with

flammable
flat

hang up haulage haulage contractor head office heading

health

flavour
fleet flexibility flexible lexitime flight flight details
lu epdemic

gallery
gap

ensure
enteftainment entertainment park entire entrance entry environment

garage
garden

gardener
garment gate gather

healthier healthy healthy choice

heart disease

fluent foam oods football pitch

or sale

epidemic
equipment error

gauge
generally generation get on with gift
gift voucher

helicopter helpul helpline hesitation history hoax hold holder holiday holiday leave home

in-house
initials injured rnner-clty
,a

escape essential
establish: estate office

familiarise family
family business

force
oregone oreign
ork_lift truck

innovatio]S, ' . :r...,i

'." r'r'l:

farmer farmhouse fascinating fashion

ast
.,.

evatuate
event

glance
global glue gold

inseft
lnstruct

'ri-"'l

examining body excellent,,.

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ormal formal dress former

:r.:..

install

inspector"

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GLOSSARY

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latest
lawn

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tt
madam magazine magnificent
mailing mailorder catalogue major majority

l, -I
miner mining mistake mrsuse mobile model model agency modern mother motor multi-media multi-screen museum

fi rt
otfice manager office supplies officer
official

insurance insurance policy

intended international intemational transfer intemet lntemet access interview intricacies invent invest invitation

lawsuit layout

laziness
leaflets leak leaking leathry leave legal rights
length

OHP
oil oil painting oil paints

make make up manage management manager managing director manual manufacture manufacturer
market research marketing marketing manager

older on behalf o on hold on-board on-line on-screen operate operation operator opinion opportuni$ optician option order oriental
orientated originality

invoice irrespective
isolated

lenses
letters liability

nanative
natibn national standard nationwide naturally

issue issued
item

licence
lid life-long light rereshment lightweight

person personal assistant personal liability personalised personality

Japanese
jewellery job job losses join

necessary necessity
negtect neutral new

marvel masterpiece
mat material mature meal voucher

like
limited liquid listen to

personnel
personnel ile persuade persuasive
pet

joumal
jov junior justify keen

newest
newsletter

lists
literature

personnel manager

meantime measure mechanic mechanical mechanical failure medical medical care medical goods medical practice meet
meeting

nomadic
nomadic tribe non-dairy nonslip normal normally notably note noticeboard notices number numerous

outgoing outlet
out-of-town

local local press location lock logical

long-term loom

keep an eye on
key key feature knitwear knot know-how

outstanding overhead overtime overweight owe pack pack up packing packing material paintbrush paints panel panic paragraph park participant
participate

pharmaceuticals phone
photo session

photocopying
photograoh

loss lounge
low low season

pick up
picture pile pitch planning piant

knowledge knowledgeable
tabel

memorable memos
mention

labour labour charges lack of landing

,

low-noise loyal loyalty loyalty card luggage iunch lunchbreak luxury machine
:
:

obese
obligation obserue obstruct

merely merger message mileage

mill mill shop mine

plastic
play

platform
i

language
language course

obvous occupant occupy

offer office

'j:'ri

"

'..
'r'l

:ii

language,fir
tanguage provider

laPtoP
156

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particular

,!

L-*tARyl-J
policy
polite pollution popular population port position posteode potential pound pour

I-., I-J
problem

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, -1 ,-1 .,1--,-*l-r
requirement

t-, ,Ll

l--,

J-*a^""J

reception area
recipient

procedure proceedings processing

production

research reserved resolve resource

-l;.r.

sales
sales department sales figures sales goods sales person

sale

settings shake shake hands share shark sheepdog

"'

recommend recommendations
record recruit recruitment recruitment agency

proessional
profit

respected response
responsibility

:t r,:r- rr*

sales representative-*
atisfactory satisfied sauna saving

sheet shoe retailer shop shop around

shoplifting

programme
project promote
I

redecorate
reduce

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i.

responsible
restaurant restricted resulting retail retail outlet retail staff retailer
,

:r:l

properly
property protecton

redundancy
,.

pover$
powder power power station

ir!.]

referee

.*.\,:
,..,::'
l.,f'

scale
scale model schedule school party screen

short
short break

reference
refill relect refreshment refund refurbish refuse regional regional manger register regret regrettable

':i:r.
:,.t1

',:":

provider public public building public holiday

public transport

,ltl;

short-sleeved show round showroom side entrance

sign

PR agency
practical practice

'li,

-!

:.\.
'.i;:i!.

retire retirement retirement lat retum retum flight

seal
season season ticket seating

if.

irit.

praise
precautionary measure

publicise publisher publishing house

punctual punctuation

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signal signal ailure signature significant simplicity sincerely single single mother sir sister company site
situation

precous
premier

secreiary
section security check sedentary seem

'.i..

.',ir!'

premises
premium prepaid prerequisite

reveal

,.1i.:

reverse reversible
review reward ride rights

purchase purpose purpose-built

:,,'.

regular
relate

'.1

pfeSenOe pfeSs
presentation

:i:t .;:irl

select
selected selection self-catering self-confident self-service self-study semi-conductor seminar sender senior

qualification

relationship
relatively relaxation relevant reliable

qualified

.i.r:

. ::

quarter

press officer pressure pressure gauge

prevent prevention price price list primitive principal print print out printer printing printwork priority private private use 158

question questionnaire queue

quotation quote rainwater range rapidly rate rationalisation

risk
roll roofing roofing contractor rubber rug

sketch board skills

slight

remainder remember
rernind remove renovated rent re-open

slogan smart smooth snack

software software company

rules
rush

safekeeping
saety safety catch saety eature

sense
separate serial number serious serve service serviceability serviett session set

ready-made rearrange
recatl

: ;,,.._ .

repair fepeat
repeat

solarium
solicitor
solution

replace
report reptile

9r!er

safety' inspectol safety officer

receipt receiver receivership

reception

replacement parts

safety record
safety training

source space special special event

sailing salad

request

special offer special rate specialise specialising in specially species specification specimen spectacles speech spelling
spill

subject
subject to availability

telephone operator telephone voice temperature tender tent terminal terminate terms terms & conditions terms of reference textbook theme theme park thermostat third party thread throughout ticket tilting time time-saving
tip

transer transport travel trave! agent traveller tray treat treatment tremendous trend trial tribe triple tripled tumble drying turbine

value variety vary vegetable vegetable dye vegetarian vehicle ventilation venue version vet video camera villa visitor voice voluntary voluntary redundancY voucher
$/ages

r:wheelchair

subjects sub-section succession sudden sufficieni suggest suggestion suit

r suitability

i*no1e
,wie

:whether
!

wild willing

work placement workbook workforce working environment workmen workshop worldwide worn younger yours faithfullY yours sincerelY

suitable superb superior supervision supervisor supplies supply surf surface surrounded suruey suspicious switch symbol tablecloths
tactful tactfully

splendid sports sports club sports equipment sports personality spray stable
staff staff turnover

Turkish
turn away turn off turn on turnover

wages department walk walled wanted warehouse warning washer dryer washing washing powder wastage wastePaPer water
water supplY

stage
stall stand

unacceptable
unattractive

tipping
title

unbeatable
under licence undered underline unfortunatelY unique unit unit price universal

standard
statement state-of-the-art

token top top priority topical total tour tour operator tourist tourist information tournament towel town hall trade trade fair tradition traditional trainee training training course training oficer tranquillity transaction

stationers
steal

take advantage o take care of take over take place

take-off

steam bath
steering column stock

stock record stockbroker storage

store store manger straight strength

unnecessary
unusual upcoming upright urgent use used

water turbine watercolour

WEAVE

tape
target

task taste
tax clerk

weaver weaving weaving loom web page website wedding welcome well-dressed well-equiPPed well-established well-known

tax inspector
taxation. tax-free

stress stress-free
strike strong pound structure student sturdy 160

used car user user's manual usual

utmost valid

technical tgchnique technology telecommunications telephone banking

valuables