Business_English_Course_Shayna_Oliveira

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Welcome!Welcome!
Welcome to the Business English Course! In these lessons, you’re going toWelcome to the Business English Course! In these lessons, you’re going to
learn hundreds of useful words and phrases for professional situations.learn hundreds of useful words and phrases for professional situations.
The first half of the course teaches more general business English that can beThe first half of the course teaches more general business English that can be
used in any job, such as phrases for phone calls, e-mails, interviews, andused in any job, such as phrases for phone calls, e-mails, interviews, and
networking.networking.
The second half of the course gets more specifically into different areas ofThe second half of the course gets more specifically into different areas of
business, including finance, sales, marketing, and legal and environmentalbusiness, including finance, sales, marketing, and legal and environmental
issues. It's good to learn English vocabulary for these areas even if you don'tissues. It's good to learn English vocabulary for these areas even if you don't
work in them.work in them.
Each lesson has a quiz at the end to help you review and practice, and thereEach lesson has a quiz at the end to help you review and practice, and there
are also four progress tests so that you can check whether you remember theare also four progress tests so that you can check whether you remember the
vocabulary from the previous lessons. The answers to both the quizzes andvocabulary from the previous lessons. The answers to both the quizzes and
the tests are at the end of this book.the tests are at the end of this book.
I hope you enjoy the course! If you have any questions, please e-mail me atI hope you enjoy the course! If you have any questions, please e-mail me at
shayna@espressoenglish.netshayna@espressoenglish.net
Your teacher,Your teacher,
ShaynaShayna
Lesson 1: Essential Job VocabularyLesson 1: Essential Job Vocabulary
Welcome to Lesson 1 of the Business English Course - Essential JobWelcome to Lesson 1 of the Business English Course - Essential Job
Vocabulary.Vocabulary.
Where do you work?Where do you work?
Let's begin by answering the question,Let's begin by answering the question, "Where do you work?""Where do you work?" This seemsThis seems
like a simple question, but there are many ways to answer it:like a simple question, but there are many ways to answer it:
I workI work atat......
I workI work inin......
I workI work forfor......
I workI work withwith......
You're going to learn when to use each preposition.You're going to learn when to use each preposition.
I work at/for... (name of company)I work at/for... (name of company)
For example, "I workFor example, "I work atat Espresso English" or "I work Espresso English" or "I work forfor Nike." You can Nike." You can
also use "for" if you work directly for a famous person: "I workalso use "for" if you work directly for a famous person: "I work forfor Tom Tom
Cruise. I'm his public relations manager.”Cruise. I'm his public relations manager.”
I work in...I work in...
a place:a place:
I work inI work in an office.an office.
I work inI work in a school.a school.
I work inI work in a factory.a factory.
a city/country:a city/country:
I work inI work in ParisParis..
I work inI work in FranceFrance..
a department:a department:
I work inI work in the marketing department.the marketing department.
I work inI work in human resources.human resources.
I work inI work in salessales..
a general area/industry:a general area/industry:
I work inI work in financefinance..
I work inI work in medical research.medical research.
I work inI work in consultingconsulting..
I work with... (things / people that are the objects of I work with... (things / people that are the objects of 
your day-to-day work)your day-to-day work)
I work withI work with computerscomputers..
I'm a teacher. I work withI'm a teacher. I work with special-needs children.special-needs children.
If you want to add more details about your work, you can say "I'mIf you want to add more details about your work, you can say "I'm
responsible for..." or "I'm in charge of..." or “My job involves…”responsible for..." or "I'm in charge of..." or “My job involves…”
I'm responsible forI'm responsible for updating the company website. updating the company website.
I'm in charge of I'm in charge of  interviewing candidates for jobs. interviewing candidates for jobs.
My job involvesMy job involves giving tours of the museum. giving tours of the museum.
After these phrases, use the -ING form of the verb.After these phrases, use the -ING form of the verb.
Let's review:Let's review:
I workI work atat (a company). (a company).
I workI work for for (a company / a person) (a company / a person)
I workI work in in (a place, city, country, department, or general (a place, city, country, department, or general
area/industry)area/industry)
I workI work withwith (people / things) (people / things)
In conversational English, the question "Where do you work?" is commonlyIn conversational English, the question "Where do you work?" is commonly
phrased asphrased as "What do you do?""What do you do?" oror "What do you do for a living?""What do you do for a living?"
You can answer with one of the "I work..." phrases we just learned, or youYou can answer with one of the "I work..." phrases we just learned, or you
can say "I'm a/an... (your job title)."can say "I'm a/an... (your job title)."
I'm aI'm a teacherteacher..
I'm anI'm an accountantaccountant..
How do you answer this question if you don't have a job?How do you answer this question if you don't have a job? You can say:You can say:
I'mI'm unemployedunemployed..
I'mI'm between jobs at the moment.between jobs at the moment.
Here are some other reasons you might not have a job:Here are some other reasons you might not have a job:
I'm aI'm a studentstudent..
I'm aI'm a stay-at-home mom/dad. stay-at-home mom/dad.
If you work for yourself, you can sayIf you work for yourself, you can say  "I'm self-employed." "I'm self-employed." If you have your If you have your
own company, you can say,own company, you can say, "I own a small "I own a small business,"business," or more or more
specifically,specifically, "I own a restaurant""I own a restaurant" or or "I own a graphic design company.""I own a graphic design company."
Describing your jobDescribing your job
Do you like your job? Here are some different ways to talk about how youDo you like your job? Here are some different ways to talk about how you
feel about your work:feel about your work:
My job isMy job is interesting / exciting.interesting / exciting.
I find my work veryI find my work very rewarding.rewarding.
(this means it satisfies you and makes you feel good)(this means it satisfies you and makes you feel good)
The work is quiteThe work is quite challenging.challenging.
(“challenging” can be a way to say it’s difficult, but with a(“challenging” can be a way to say it’s difficult, but with a
 positive connotation; you enjoy the difficulty) positive connotation; you enjoy the difficulty)
My job isMy job is tough / tiring / demanding.tough / tiring / demanding.
The work is ratherThe work is rather dull / boring / repetitive.dull / boring / repetitive.
(“dull” is another way to say “boring,” and “repetitive” means(“dull” is another way to say “boring,” and “repetitive” means
 you do the same type of task multiple times; there’s not much you do the same type of task multiple times; there’s not much
variation)variation)
Essential Employment VocabularyEssential Employment Vocabulary
When you are officially accepted into a new job at a company, youWhen you are officially accepted into a new job at a company, you
areare hiredhired by the company. For example, "I wasby the company. For example, "I was hiredhired by an insurance by an insurance
company just two weeks after graduating from college."company just two weeks after graduating from college."
When you'rehired, you become anWhen you're hired, you become an employeeemployee of the company. The companyof the company. The company
becomes yourbecomes your employer.employer. The other employees in the company areThe other employees in the company are
youryour colleaguescolleagues oror coworkers.coworkers. The person above you who is responsible forThe person above you who is responsible for
your work is youryour work is your bossboss oror supervisor.supervisor.
You can workYou can work full-timefull-time (usually about 40 hours per week) or(usually about 40 hours per week) or part-timepart-time
(usually 15-25 hours per week). A small number of companies offer(usually 15-25 hours per week). A small number of companies offer flex-flex-
time,time, meaning the employee can set his/her own schedule.meaning the employee can set his/her own schedule.
In some jobs, you workIn some jobs, you work shiftsshifts – meaning the hours aren’t the same every day; – meaning the hours aren’t the same every day;
instead, you work a specific block of hours that the manager schedules. If youinstead, you work a specific block of hours that the manager schedules. If you
workwork overtime,overtime, it means you work extra hours in addition to your normalit means you work extra hours in addition to your normal
schedule.schedule.
We typically use the expressionWe typically use the expression go to workgo to work for arriving at work, andfor arriving at work, and get off get off 
workwork for leaving work. For example, “I go to work at 8:30, and I get offfor leaving work. For example, “I go to work at 8:30, and I get off
work at 5.”work at 5.”
YourYour commutecommute is how long it takes you to arrive at work by car or publicis how long it takes you to arrive at work by car or public
transportation. For example, “I have a 20-minute commute.” Some jobs allowtransportation. For example, “I have a 20-minute commute.” Some jobs allow
you toyou to work remotelywork remotely – that means you can work from home or another – that means you can work from home or another
place with an internet connection, and you communicate with your coworkersplace with an internet connection, and you communicate with your coworkers
by phone, e-mail, and video conferencing.by phone, e-mail, and video conferencing.
As an employee of the company, youAs an employee of the company, you earn a salaryearn a salary - money you receive- money you receive
regularly for your work. Don't make the mistake of saying "win a salary" -
the correct verb is "earn."
If you're good at your job, you might get a pay raise (or a raise) - an increase
in your salary. You could also get a promotion - an increase in importance
and authority. At the end of the year, some companies give their employees
a bonus - extra money for work well done.
The opposite of "hire" is fire - when your company forces you to leave your
ob. For example, "Peter was fired because he never came to work on time."
Usually if someone is fired, it's because they did something bad.
If an employee loses his or her job because of a neutral reason, like the
company reducing its size, then we say the employee was laid off. For
example, "Donna was laid off when her company started having financial
problems."
If you decide to leave your job, there are three verbs you can use:
I'm going to quit my job.
I'm going to leave my job.
I'm going to resign.
"Quit" is informal, "resign" is formal, and "leave" can be formal or informal.
When an old person decides to stop working, the verb for this is retire. In
most countries, people retire around age 65. If you’re older than that and
you’ve stopped working, you can describe your current situation by saying,
“I’m retired.”
Now you can take the vocabulary quiz to practice using these words in
sentences. There's also a bonus quiz with extra vocabulary related to
professions.
That's it for Lesson 1 of the Business English Course! Come back tomorrow
for Lesson 2: Interview English.
Quiz: Lesson 1
1) We threw a big party for my father when he __________ after 35 years in
the company.
A. hired an employee
B. laid off
C. retired
2) "Good news - I __________!"
"Congratulations!"
A. got a raise
B. was fired
C. got demoted
3) The employee with the best work will ___________.
A. get laid off
B. get a boss
C. get a bonus
4) A lot of people ________________ during the global financial crisis.
A. got promotions
B. were laid off
C. earned a salary
5) After six months looking for a job, she was finally ________ by the
country's biggest TV station.
A. hired
B. fired
C. retired
6) I __________ because I didn't like working such long hours.
A. got a raise
B. quit my job
C. fired my colleague
7) I get along well with all of my __________. They're great to work with.
A. employers
B. colleagues
C. retires
8) You need to get approval from the _________ before signing that contract.
A. resign
B. pay raise
C. supervisor
9) I'm ______-employed; I do freelance web design.
A. auto
B. owner
C. self
10) Helping kids learn to read is very ___________ because it's a skill they'll
use for the rest of their lives.
A. demanding
B. rewarding
C. repetitive
Check your answers
Bonus Quiz: Identify The Job
1) "I'm responsible for taking care of patients and giving them their
medicine."
A. dentist
B. nurse
C. surgeon
2) "I'm responsible for creating artwork for our company publications."
A. graphic designer
B. editor
C. writer
3) "I'm responsible for designing buildings and bridges."
A. civil engineer
B. chemical engineer
C. software engineer
4) "I'm responsible for giving clients legal assistance."
A. guard
B. judge
C. lawyer
5) "I'm responsible for keeping track of the company's money."
A. telemarketer
B. accountant
C. CEO
6) "I'm responsible for answering phone calls and welcoming visitors."
A. manager
B. journalist
C. receptionist
7) "I'm responsible for supervising a department with 20 employees."
A. director
B. intern
C. president
8) "I'm responsible for preparing food for customers."
A. bartender
B. chef
C. waiter
9) "I'm responsible for selling houses, buildings, and land."
A. real estate agent
B. construction worker
C. janitor
10) "I'm responsible for helping clients resolve emotional problems."
A. scientist
B. doctor
C. psychologist
Check your answers
Lesson 2: Interview English
Today you're going to learn the most common questions asked in job
interviews - and some tips for answering them in English.
First, let's learn some vocabulary for finding a job. To look for a job, check
the job listings in the newspaper or online. You might also be contacted by a
recruiter or headhunter – that’s a person who helps find potential
employees for companies.
When you find a job you want to apply for, you need to prepare
your resume or CV - this is a document listing your education, work
experience, and skills.
You send your resume or CV to the company with a cover letter - this is a
letter or e-mail introducing yourself and explaining why you want the job.
If the company likes your resume and cover letter, you may be called in for
an interview to ask you additional questions. If the company wants to hire
you, it will offer you the job. You can accept the job (say yes) or turn it
down (say no).
1. Small Talk
When you arrive for the interview, you might have to interact with the
company receptionist first. Say “Hello” and then tell him/her the reason for
your visit to the office:
“I’m here for an interview at 2:00.”
“I have an appointment with Ms. Johnson at 3:15.”
When you meet the interviewer, he or she may start by making small talk.
Here are some common small talk comments and replies:
“Very nice to meet you!”
“Nice to meet you, too!”
“How are you doing?”
“Good – I’m glad to be here.”
“Did you have any trouble finding us?”
(asking if it was hard to find the location of the office)
“No, not at all.” / “It was a little difficult, but I made it.”
“Would you like any coffee?” / “Would you like a glassof water?”
“Yes, please.” / “No, thanks.” / “A cup of coffee would be great.”
Finally, the interviewer may say, "Have a seat." - this means "Please sit
down."
2. "Tell me a little bit about yourself."
One common question to start an interview is, "Tell me a little bit about
yourself." To answer this question, give a brief summary of your education,
experience, and goals. Here's a sample answer:
I studied chemistry at Colgate University, and I've been working
for Smith Pharmaceuticals for the last three years. I currently run
clinical tests there, using the latest techniques. I'm very interested
in the field of cancer research and I’d like to move into more of a
management position.
Notice the verb tenses used in this answer:
The past tense (studied) for events that started and finished in the
past.
The present perfect continuous (I've been working) for events
that started in the past and continue to the present.
The present tense (I currently run / I'm very interested) to
describe the current situation.
The use of I’d like to to describe your future hopes/goals.
Here's some additional vocabulary you can use to talk about your studies.
You can say:
"I studied chemistry."
"I majored in chemistry.”
“I have a degree in chemistry.”
The verb "major" in the context of a university means your concentration of
studies. If you want to be more specific about what type of degree you have,
you can say:
"I have an Associate Degree."
 An associate degree is a 2-year degree.
"I have a Bachelor's Degree."
That's a 4-year degree.
"I have a Master’s Degree."
"I have a Doctorate" or "I have a Ph.D."
"I have a technical certification."
 If you've done a specialized technical course.
It’s good to mention your experience and also your interest in the company’s
current activities:
“I have a lot of experience in… (areas of your past work)”
“I’m very interested in… (the company’s current activities)”
3. "What were some of your responsibilities at your last
 job?"
In the interview, you'll probably be asked questions about your previous job,
or your current job. To answer this question about a past job, you can say:
I was responsible for...
I was in charge of...
I worked with...
My day-to-day work involved…
Here are some examples:
I was responsible for negotiating contracts.
I was in charge of advertising.
I worked with farmers, helping them to follow environmental
laws.
My day-to-day work involved doing market research and
designing products.
4. Past Experience
In job interviews, it's also common to ask questions about past experience,
for example:
"Tell me about one of your biggest accomplishments."
"Tell me about a problem you faced, and how you handled it."
To answer these questions, you can use the STAR strategy:
Describe the Situation or Task
Tell the Action you took
Describe the R esults
Remember to use past tenses! Here's an example answer:
SITUATION/TASK: "While I was working as an HR manager, there were a
number of conflicts among international staff members due to
miscommunications and cultural differences."
ACTION: "I organized training sessions to teach staff about our company
culture and mission in all our international offices. I also established
scholarships for employees to take English classes, so we could improve
overall communication."
RESULTS: "More than 500 employees benefited from these programs, and
the number of staff complaints and conflicts decreased significantly."
5. "Why do you want this job?"
The interviewer may ask,
"Why do you want this job?"
“Why are you interested in this position?”
"Why do you want to work for this company?"
Never say, "Because I need a job" or "because I need some money" - even if
it's true! Instead, say some positive things about the company, and connect
your skills and interests to the company's needs or mission. Here's a sample
answer:
"Why do you want this job?"
"I know that this company has been developing innovative
 products, which is very exciting. I’d love to use my creative
 programming skills in these projects."
"Why are you interested in this position?"
“The job involves editing and proofreading, and those are two of 
my strongest skills. I really enjoy helping improve publications,
and I’d like to do that here at (company name).”
“Why do you want to work for this company?”
“One thing that impresses me about this company is how much
 you care about your customers. I also have a real passion for
customer service, so I’d love to join your team.”
6. "What are some of your strengths and weaknesses?"
Possible answers for strengths:
I have great communication skills.
I'm a people person.
(this means you enjoy working with people and using your social
skills)
I'm a quick learner.
I'm a hard worker.
I'm organized and punctual.
("punctual" means you arrive on time)
I'm creative and forward-thinking.
I take initiative. / I’m proactive.
(these mean you take action with your own motivation without 
needing to be told what to do)
To talk about your weaknesses, say your weak point and also say something
you are doing to improve it. Here are three examples:
"I need to be a little better organized. I'm working with a new time
management system to help me keep track of multiple projects and
meet all the deadlines."
"I work very independently, and I don't always look for feedback
from others. However, in my last job I joined some group projects,
and this really helped me learn to work as part of a team."
"I've realized I tend to get impatient with colleagues who don't
work as fast as I do, so I'm now making a conscious effort to
encourage and motivate co-workers in a positive way."
#7 – Why are you leaving your current job? /
Why did you leave your last job?
Don't complain about your previous job or boss, because it makes you sound
negative. Instead, it's good to emphasize the positive things you're hoping to
gain by changing jobs. Here are some diplomatic ways to answer:
Don’t say: Say:
I don’t enjoy the job/area/company. I'd like to take my career in a new
direction. I'm especially interested
in (this position/area) because (say
exactly why it appeals to you).
The salary was too low / There were
no promotions available.
There weren't very many
opportunities for advancement, so
I'm looking for a position where I
can grow with the company.
I’m bored in my current job. I feel like I've accomplished
everything I could in that role, so
now I'm looking for new challenges
and opportunities.
I didn’t like the work. I'd like to find a position that's a
better match for my skills and
career goals.
I lost my job. The company eliminated my
position, unfortunately – but my
former manager was always very
happy with my work.
I was fired. The job wasn’t a good fit for me,
and I was let go. Now I’m
committed to finding work that I
enjoy in a place where I can make a
real contribution.
#8 – Where do you see yourself in five years?
This question can be hard to answer. Basically, the interviewer wants to see if
your answer matches the company's long-term goals. Don’t say you plan to
move on to a different job, or that you hope to be in charge of the whole
company. Instead, talk more generally about how you hope to improve your
own skills and contribute to the company’s work:
Over the next five years, I want to continue developing my skills
so that I can become an expert in my work.
I hope to gain more experience and move into a management role
if possible.
I’m really passionate about this work and I could see myself doing
it for a long time.
I’d like to do the best job I can in this role, and I’d be interested in
opportunities for advancement in the company.
At the end of the interview, the interviewer might ask, “Do you have any
questions for me?” This is your opportunity to ask intelligent questions to get
more details about the job and show your interest – you should always have a
question ready, so keep this in mind during the interview!
When finishing the interview, you can also ask, “What’sthe next step?” to
find out the next action that the company will take, and when they will
contact you.
Here are more resources for how to answer interview questions:
http://www.talkenglish.com/speaking/interview/intbasic1.aspx
http://www.fluentu.com/english/blog/english-job-interview-
questions/
http://theinterviewguys.com/blog/
You've now finished lesson 2! Take the quiz to fill in the missing words in
the interview answers, and come back tomorrow for Lesson 3: Around the
Office.
Quiz: Lesson 2
1) "Did you have any trouble finding us?"
"No, not ________."
A. enough
B. in time
C. at all
2) "Can I get you anything to drink?"
"A glass of water _________ be great."
A. should
B. could
C. would
3) "Where did you go to college?"
"I got my Bachelor's __________ at the University of Sao Paulo, and now I'm
doing an MBA at Columbia University."
A. doctorate
B. degree
C. major
4) "Tell me about your last job."
"I was in _________ of maintaining the electrical systems of an oil refinery."
A. charge
B. change
C. share
5) "Do you have any teaching experience?"
"No, not officially, but I was responsible for _________ new employees at
my last job."
A. train
B. training
C. trained
6) "Tell me about a problem you faced and how you handled it."
"While I _________ at Dow Chemical, we had several emergency shutdowns
due to equipment failure..."
A. had worked
B. work
C. was working
7) "Why do you want this job?"
"I really admire the way this company works with the local population in
developing its projects, and I’d love to join your __________."
A. fit
B. team
C. value
8) "What are some of your main strengths?"
I'm a ___________. I do whatever it takes to get my work done on time, and
done well."
A. quick learner
B. hard worker
C. people person
9) "Can you tell me about one of your weaknesses?"
"I ________ to focus on the 'big picture' of the work so much that I'm
inattentive to the smaller details. That's why I always make sure to work with
a team member who is detail-oriented."
A. find
B. tend
C. realized
10) “Why are you leaving your current job?”
“I've been working in the construction industry for several years, and now I'd
like to take my career in a new ___________.”
A. advancement
B. direction
C. position
11) “Where do you see yourself in five years?”
“I'd like to gain more experience and eventually have a leading ___________ 
in community development projects.”
A. passion
B. role
C. skill
12) “Thanks for coming in for an interview.”
“My pleasure. What’s the next ___________?”
“You can expect to hear from us within the next week.”
A. contact
B. question
C. step
Check your answers
Lesson 3: Around the Office
In this lesson, you'll learn vocabulary for things in the office, as well as some
essential phrases for interacting with colleagues.
Listen and repeat to practice your pronunciation.
You will probably have a chair to sit in and a desk on which to do your
work. The desk may have several drawers where you can keep documents
and supplies.
lamp
outlets so you can plug in your electronic devices
printer
photocopier / copy machine
calendar
scissors
tape
The green thing is a "tape dispenser." The white/clear strip is the "tape."
stapler / staples / staple remover
post-it notes / sticky notes
folder and binder
filing cabinet
bulletin board
rubber bands / paper clips / tacks or thumbtacks
highlighter
pen drive / thumb drive / USB drive
conference room
A conference room is mainly used for meetings; your office might also have
a break room or lounge that is used for taking a few moments to relax.
whiteboard / markers / eraser
cubicle
Some offices have open spaces that are divided into cubicles – small square-
shaped areas for each employee to work with a bit of privacy.
If your workplace has secure areas, you might need to show a badge to get
in, or type a passcode onto a keypad:
You can test your memory of these vocabulary words with the quiz at the end
of the lesson.
Now let's learn some phrases for interacting with colleagues. These phrases
are called "functions" because they are useful phrases that can be used in
other everyday situations - both inside and outside work.
Function #1 - Asking for help
A polite way to ask for help is to start with "Could you...?"
Could you show me how to use the copy machine?
Could you tell me where the conference room is?
Could you help me prepare this presentation?
Could you lend me your stapler?
Function #2 - Promising
To make promises, use "I'll..."
I'll send you the information by Friday.
I'll call the client and resolve the problem.
I'll put these documents in the mail.
I'll schedule a meeting for the project team.
Function #3 - Asking for clarification
When you didn't hear what the other person said, you can use these phrases:
Pardon?
Sorry – I didn't catch what you said.
Could you say that again?
When you heard what the other person said, but you didn't understand it,
you can use these phrases:
What do you mean?
Sorry – I’m a bit lost.
Could you explain... (and then say the specific topic for which you
need more information, for example: "Could you explain how the
process works?")
Function #4 - Checking understanding
To confirm that the other person understood you, use these phrases:
Are you with me so far?
Are you following me?
Does that make sense?
In general, use the phrases "Are you with me so far?" and "Are you following
me?" in the middle of your explanation. The phrase "Does that make sense?"
can be used in the middle of your explanation or at the end.
Function #5 – Arranging a meeting
We’ll study more specific phrases to use in meetings in Lesson 13, but right
now let’s learn how to arrange a time to meet.
You can use these phrases to ask about someone’s availability:
Are you available/free on Monday (at 2:00)?
Can we meet next Tuesday afternoon?
Would Friday the 17th be OK?
If someone asks you, and you need a moment to find out if you’re available
or busy, you can say, “Let me check my schedule/calendar.”
To agree to the proposed meeting time/date, say:
Yes, that would be fine.
That works. I'll put it on my calendar.
All right. I'll see you then / talk to you then.
If you’re not going to be available, decline politely and then propose an
alternate time/date:
I'm afraid I can't. How about the following Tuesday?
That won't work for me. Could we do 10:30 instead?
I’m not available at 4, but I’m free anytime in the morning.
What should you say if you need to change a meeting? Use these phrases:
Sorry about this, but we're going to have to reschedule our
meeting.
I'm afraid I won't be able to make our meeting on Wednesday.
Could we change it to a different day/time?
You've finished Lesson 3! Now take the quiz to practice and review.
Quiz: Lesson 3
1) I need to get some more paper for the ______________.
A. copy machine
B. stapler
C. whiteboard
2) It's a large video file, so I can't send it by e-mail. I'll put it on this
 ____________ instead.
A. bulletin board
B. filing cabinet
C. pen drive
3) The new staff orientation meeting will be held in the ____________.
A. calendar
B. conference room
C. cubicle
4) My back hurts because my office _________ isn't very comfortable.
A. chair
B. desk
C. outlet
5) I need to cut open this packaging. Could I borrow your _____________ 
for a minute?
A. scissors
B. stapler
C. tacks
6) My desk is really disorganized. I should really put all these papers into a
 _____________.
A. badge
B. marker
C. folder
7) Did you see the announcement about the company's new policies? It was
posted on the _____________.
A. bulletin board
B. rubber band
C. post-it notes
8) Let me check my ___________ to see if I'm available to meet with you
next Thursday.
A. binder
B. calendar
C. copier
9) She was out to lunch, so I left her a message on a ____________ on her
desk.
A. keypad
B. marker
C. sticky note
10) I need a piece of ________ to close this envelope.
A. tack
B. tape
C. rubber band
Check your answers
Lesson 4: Company Structure,Careers, and Compensation
Company Structure
The top person in the company is the president. The president can also be
called the CEO. This stands for "Chief Executive Officer." Under the
president is the vice president. A large company may have multiple vice-
presidents of different areas – for example, Vice President of Sales, or Vice
President of Product Development.
Other top positions in a company often include the word “chief” – two
common ones are the Chief Financial Officer (CFO) and Chief Operating
Officer (COO).
Another senior role in a company is that of a director. Directors are often in
charge of entire divisions/departments (sections of the organization) – for
example, Director of Marketing or Director of Human Resources.
Under the directors are several managers, who are responsible for managing
teams of employees. All of the people working for a company, as a group,
are called the staff.
Some job titles might include the word assistant or associate, for example,
Assistant Director of Finance. This means the person helps the main Director
of Finance. The words senior and junior can also be used to indicate who
has more power and experience – a senior engineer has more authority than a
unior engineer.
Companies can use an organizational chart (or org chart) to show a visual
representation of the company hierarchy (structure of power). We often use
the expression “report to” to describe a lower employee’s relationship to
their supervisor – for example, a Social Media Specialist reports to the
Website Manager, who reports to the Director of Publications.
Some of the most common departments of a company include:
sales/marketing
communications/publications/public relations
finance/accounts
human resources
operations/logistics
information technology (IT)
research and development (R&D)
legal
When talking about a company’s history, we often say the company was
founded (established) on a certain date. For example, “Global Tech was
founded in 1983.” The person who originally created and set up the company
is called the founder. In the beginning, the founder is also the owner of the
company – but if he/she sells the company to someone else, then the new
person becomes the owner.
Companies can grow or expand – get bigger and increase their areas of
activity. Sometimes they acquire other companies (buy other companies).
When two companies combine to become a single company, that is called a
merger.
A company’s headquarters (HQ) is its main location, where most of its
important functions are handled. The additional locations can be called
branches or simply offices.
Careers and Compensation
When you first start your career, you might get an entry-level job, which is
for people who have little to no work experience. If you do your job well and
there are opportunities for advancement in the organization, then you might
be able to move up in the company by being promoted to a higher level of
responsibility and salary. Informally, this can also be called “climbing the
corporate ladder.”
If you perform poorly, you might be demoted – put down to a lower level of
responsibility and salary. If you’re not happy in your current area of work,
you might be able to transfer to a different department within the same
company. When you change to a new job that is at about the same level as
your old position, that is called a lateral move.
One thing that can be helpful for your career is to seek out a mentor – that’s
a person in your general field of work who is older and more experienced
than you. A mentor can give you advice, teach you about the industry, and
help you make good decisions to advance your career.
Let’s learn a little about compensation – what you receive in return for your
work. Some jobs pay minimum wage, which is the lowest salary allowed by
law. Some jobs pay hourly (so you would earn, for example, $12 per hour)
and others pay a salary (which is fixed at a certain amount per year,
regardless of how many hours you work). If you work in sales, you might
have the opportunity to get commissions – a percentage of every sale you
make.
Companies can offer other benefits in addition to paying their staff. Some of
the most common benefits are health/dental insurance (to help pay for your
medical expenses) and a retirement/pension plan (providing money for you
after you are older than 65 and stop working).
What about time off from work? Companies offer their employees vacation
time (time you can take off from work to travel or do other things, while still
receiving your salary) as well as a certain number of sick days per year (time
you can take off for medical reasons, while still receiving your salary).
Companies may also provide maternity leave (time off to have a baby).
Some companies offer additional perks (special “extra” benefits) such as:
relocation assistance (the company will help pay for your moving
expenses if you have to move to a new place for the job)
use of a company car
daycare / child care (a place for employees’ small children to stay
during the day)
tuition reimbursement (the company will pay you back for
money you spend on education and training)
profit sharing and stock options (these are ways to motivate
employees by allowing them to get paid more if the company
grows)
If a company has a good compensation program, it can attract and retain
(keep) top talent (very skilled/experienced workers).
Quiz: Lesson 4
1) The ___________ Financial Officer has to approve the company budget.
A. Chief
B. Main
C. Vice
2) I don't see Jen very often because she works in a different ____________.
A. associate
B. director
C. division
3) He has a team of eight designers who ____________ to him.
A. relate
B. report
C. reply
4) Our company has expanded by ___________ smaller companies in our
industry.
A. acquiring
B. branching
C. expiring
5) Frank was never able to _____________ up in the company even after
working there for many years.
A. go
B. move
C. take
6) In addition to your salary, you'll get a 5% ___________ for every new
client you bring in.
A. benefit
B. commission
C. compensation
7) I'm going to use three days of ____________ time to go camping, and then
save the rest for Christmas.
A. maternity
B. retirement
C. vacation
8) If you have a cold, you should take a __________ day. Don't come in to
work if you're contagious.
A. leave
B. perk
C. sick
9) The company is willing to help with your ______________ from Chicago
to New York.
A. reimbursement
B. relocation
C. retention
10) We're very selective in our hiring process; we only want ________ talent.
A. best
B. most
C. top
Check your answers
Lesson 5: Telephone English – Part 1
Many students, even at the advanced level, HATE talking on the phone in
English. This lesson will teach you phrases that you can use with confidence
in any phone call. Part 2 of this lesson, tomorrow, will help train your
listening.
Let's look at two example phone calls to see and hear the phrases in context.
Phone Call #1
"Paramount Marketing, Amanda speaking. How can I help you?"
"Hello, this is Peter Buirski. Could I speak with Linda Greene, please?
"I'll put you through – please hold."
[...]
"I'm sorry, Linda's not in her office right now. Would you like to leave a
message?"
"Yes, please ask her to call Peter Buirski from Starwood Photography Studio
as soon as possible. It's rather urgent."
"Of course. Could you spell your last name for me?"
"Sure, it's B as in Boston, U - I - R - S as in September, K - I, and my number
is 324-0506."
"Let me read that back to you - Peter Buirski from Storwood Photography
Studio - "
"Actually, it's Starwood, not Storwood."
"Starwood - got it. And the number is 324-0506."
"That's right."
"OK, Mr. Buirski, I'll give Linda the message."
"Thanks. When do you think she’ll be back?"
"She's probably still out for lunch, but she should be back any minute now."
"OK, thanks. Bye."
Phone Call #2
"Hello?"
"Hi Peter, this is Linda Greene returning your call."
"Hi Linda,thanks for getting back to me. We have a major problem - the new
brochures we ordered have a mistake in our company address."
"Oh, that's not good. Please e-mail me the corrections and I'll order new
brochures for you right away. You need 5,000, right?"
"Yes, and we need them for a conference next week. There's not much time,
so would it be possible to have them shipped directly to the conference
location?"
"Sure, no problem - just send me the details. Is there anything else I can help
you with?"
"No, I think that’s it. Thanks for your help, Linda. Let's touch base on this
again in a couple of days."
"Sounds good, Peter. Talk to you soon."
"Bye."
From these two conversations, you can learn four types of phrases for
phone calls:
Beginning the call
Taking & leaving messages
Clarifying information
Finishing the call
#1 - Beginning a call
When you call a company and speak to a receptionist, as in the first
conversation, you can use this phrase:
Hello, this is (your name) from (your company). Could I speak
with _________?
When you call a person directly, as in the second conversation, you can use
this phrase:
Hi (person’s name) this is (your name) (returning your call).
Add the phrase "returning your call" if you are calling the person back after
they called you and left a message.
You can also add the phrase "I'm calling about..." or “I’m calling to…” to
introduce the topic of your call or the action you want to take, for example:
"I'm calling about the brochures we need for the conference."
"I'm calling about the financial report you sent me yesterday."
"I'm calling to schedule the next health and safety inspection.”
“I’m calling to find out when my order will be ready.”
In the first conversation, the receptionist used the phrase "I'll put you through
 – please hold" to connect the call. A few other options for connecting a call
to another person are:
I'll transfer you.
One moment, please.
#2 - Taking & leaving messages
There are several possible phrases you can use to say someone is unavailable:
"I'm sorry, Linda's not in her office right now."
"I'm sorry, Linda's on another call at the moment."
(say this if Linda is in her office, but she's talking on the phone
with someone else)
"I'm sorry, Linda has left for the day."
(say this if Linda already left work and went home)
"I'm sorry, Linda's currently out of town."
(say this if Linda is traveling; she is outside the city)
Then you can say "Would you like to leave a message?"
To leave a message for somebody, start with "Please" followed by the
verb ask, tell, or remind. Each verb is followed by "him" (if the message is
for a man) or "her" (if the message is for a woman):
"Please ask him/her to call me."
"Please tell him/her that the documents are ready."
"Please remind him/her that he/she has a meeting tomorrow."
You can also phrase your request as a question with “Could you…?”
Could you ask her to call me?
#3 - Clarifying information
In the first call, the receptionist asks Peter:
"Could you spell your last name for me?"
The verb "spell" means to say the letters of the word. Peter replies:
"B as in Boston, U - I - R - S as in September, K - I.
It's common to use phrases like "B as in Boston" and "S as in September"
with letters that can be frequently confused with other letters, such as B and
D, S and F, or M and N.
To confirm the information, you can say:
"Let me read that back to you..."
“Let me see if I got that right…”
She makes a mistake when she says the name of Peter's company, so Peter
makes a correction by saying:
"Actually, it's Starwood, not Storwood."
Be careful not to confuse the words currently and actually.
Currently means "now" or "at the moment."
For example, "I'm currently taking the Business English Course."
Actually is used to make a correction.
For example, "Actually, Brazilians speak Portuguese, not
Spanish."
If you have difficulty hearing or understanding the other person on the phone,
you can use these phrases:
"I'm sorry, I didn't catch that."
"Would you mind speaking up a bit?”
(say this if the person is speaking too quietly)
"Could you speak a little more slowly?"
(say this if the person is speaking too fast)
Sometimes you can't hear the other person because the telephone connection
is bad. In these cases, you can say:
"You're breaking up. Could you call me back?"
"We have a bad connection - I can barely hear you."
If the bad connection causes the call to fail, you can call the other person
back and say this:
"Hi, it's Peter again. Looks like we got cut off."
"Cut off" is a phrasal verb that means the call failed.
#4 - Finishing a phone call
You can ask these questions towards the end of the phone call to see if the
other person is finished and satisfied with the call:
Is there anything else I can help you with?
Is there anything else I can do for you?
To conclude the conversation, it’s good to thank the other person:
Thanks for calling.
Thanks for your help.
Thank you for your time.
If you want to promise future contact, you can say:
"Let's touch base on this again in a couple of days."
(this means "let's get in contact on this topic again in 2-3 days")
"Talk to you soon."
Then you can finish the conversation with one of these "final phrases":
Bye.
Take care.
Have a great day!
Response: You too. Bye.
You've finished Lesson 5! Try the quiz to test your memory of the telephone
phrases, and log in tomorrow for part 2 of the telephone English lesson.
Quiz: Lesson 5
1) "I'm sorry, Mr. Smith is not available. Would you like to _______ a
message?"
A. have
B. give
C. leave
2) "Is there anything else I can __________ you with?”
A. call
B. help
C. speak
3) "I'm calling _______ the contract I sent you yesterday - did you receive
it?"
A. about
B. to
C. with
4) "_______ I speak with Bob Johnson, please?"
A. Could
B. Do
C. Will
5) "Let's ________ base on this first thing tomorrow morning."
A. take
B. teach
C. touch
6) "Please ________ her about her dentist appointment on Thursday at noon."
A. remember
B. remind
C. reply
7) "Andrea's out of _________ for a few days - she'll be back on the 10th."
A. area
B. time
C. town
8) "_______ care."
A. Make
B. Take
C. Have
9) "One moment, I'll put you __________ to his office."
A. through
B. by
C. in
10) "Could you _______ your last name for me?"
A. ask
B. spell
C. tell
11) "I'm sorry, David has _______ for the day."
A. went
B. lost
C. left
12) "Please ask her to call me ___________ possible - it's an emergency."
A. as well as
B. as long as
C. as soon as
Check your answers
Lesson 6: Telephone English – Part 2
Yesterday, you learned phrases for having a conversation on the telephone -
but what if you call somebody and they're not available? You'll have to leave
a voicemail message on their answering machine or cell phone - so today
you're going to learn 5 simple steps to leaving a great voicemail in English.
Let's get started. There are 5 essential parts to a voicemail message:
Introduction
Time and Date
Reason for the call
Contact information
Closing
Introduction
There are two possible phrases for the introduction - formal and informal.
Use the formal introduction if this is your first contact with the person. Use
the informal introduction if it's a person you speak with regularly.
Hello, my name is Dana Klein from Impact Marketing.
Hello, this is Dana.
Time and Date
It's helpful to say the time and date when you are leaving the voicemail, for
example:
It's ten in the morning on Tuesday, October 3rd.
It's around 2:30 PM on Thursday, January 24th.
Make sure to use ordinal numbers when saying the date – say “October
third,” not “October three.” Say “January twenty-fourth,” not “January
twenty-four.”
Reason for the Call
I'm calling about... (noun)
I'm calling about the invoice you recently sent.
I'm calling to... (verb)
I'm calling to find out if you're going to the conference.
Contact Information
Could you call me back? My number is ....
Could you e-mail me? My e-mail address is...You can reach me at .... (phone number / e-mail address)
Closing
Informal: Thanks a lot, bye.
Formal: Thank you very much. Bye.
Informal: I'll talk to you later. Bye.
Formal: I hope to hear from you soon. Bye.
Listening Practice
Now you're ready to practice your listening - there are 6 voicemail messages.
Three are easy, and three are more difficult. Listen to each message and try to
answer the questions - then check your answers by reading the transcripts at
the end of this lesson.
Easy Messages:
Message 1
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06a.mp3
Why is Patty calling?
When is she available?
What's her phone number?
Message 2
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06b.mp3
What kind of document needs to be translated?
What languages does it need to be translated from/to?
When does it need to be finished?
What information does Jennifer request?
What's her phone number?
Message 3
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06c.mp3
What's the problem with the documents?
When does Marcie need the new documents?
What's her e-mail address?
Difficult Messages:
Message 4
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06d.mp3
What 3 types of courses does she mention?
How long is the shortest/longest course?
How much does it cost?
What's her phone number and e-mail address?
Message 5
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06e.mp3
What information does she need?
Why does she need it by tomorrow?
What reminder does she give?
What's her cell phone number?
Message 6
Click here to listen: https://www.espressoenglish.net/wp-
content/uploads/2012/03/06f.mp3
When was the order placed?
What 3 problems are there with the order?
What solution does she request?
What's her order number?
Transcripts
Message 1: Hi Joe, it's Patty. It's 8:30 on Monday morning, and I'm calling
about our meeting on Thursday - I'm afraid we need to reschedule it. There
are some visitors coming to our company in the morning, and I'm going to
have to stay with them the whole day. But I'm free Wednesday afternoon
after 3, or Friday morning anytime before 11 - just let me know what time
works best for you. Please give me a call at 864-1037, extension 995. Again,
that's 864-1037, extension 995. Talk to you later - bye.
Message 2: Hello, my name is Jennifer Bergen and I'm calling to request
some information about your translation services. I have a contract that needs
to be translated from French to Spanish as soon as possible. It's 40 pages long
and it needs to be translated by next Tuesday, so I'd like to know how much
this project would cost and what payment methods you accept. Please call me
back at 215-0339. Thanks - bye.
Message 3: Hi Barbara, this is Marcie Schoenfeld from the accounting
department. I'm calling because I got the financial reports you sent me, but it
looks like the data from 2010 and I really need the data from 2011. Could
you send me the 2011 reports by the end of the day? My e-mail address is M
as in mother, S - C - H - O - E - N - F - E - L - D at biz.com - that's B - I - Z
.com. Thanks a lot. Take care. (mschoenfeld@biz.com)
Message 4: Good afternoon. My name is Diane Samuel from the Techteam
Training Institute, and I'm calling to give you the information you requested
about our computer courses. We offer everything from general classes in
basic computer use to specializations in graphic design and network
maintenance. The courses can last anywhere from one week up to three
months, with prices beginning at $85 per student. We can customize the
programs to your company's needs, so please let me know how we can best
help your employees. You can reach me at 1-888-405-6267 or by e-mail at
dsamuel - that's D as in dog, S as in September, A - M - U - E - L at
techteam.net. I hope to hear from you soon - bye.
Message 5: Hello Dr. Stevens, this is Cathy Brown from the Biomedical
Engineering Conference. It's about one o'clock on Wednesday, and I'm
calling because I haven't yet received the title of your presentation. We're
getting ready to print the conference programs, so I really need to know your
title by tomorrow. As a reminder, you're presenting on Saturday, April 13th at
1:30 PM, but you should arrive half an hour earlier to confirm that you have
all the equipment you need. Please call me as soon as you can - you already
have my office number, but you can also reach me on my cell at 818-5340.
Thank you and have a good afternoon.
Message 6: Hello. My name is Sandy Myers and I ordered some office
supplies from your company on September 15th. We just received the
products, but there are several mistakes. For one thing, we ordered ink for our
photocopier, but you sent us printer ink instead, and it's not compatible with
the photocopier. Also, there aren't enough folders - we bought 200 boxes, but
we only received 100 - and we didn't get any of the envelopes we ordered.
Could you send us the missing products by overnight shipping ASAP? If you
need to check your records, my order number is 069ALX57B. Thank you,
bye.
Speaking Practice
Finally, today's homework is a 1-minute speaking challenge! You can go to
this link to "call" me and record a voicemail:
https://www.speakpipe.com/EspressoEnglish
In your message, say:
Your name
Date and time
Ask for information on future English courses
Tell me your English level and your English goals
Leave your phone number and e-mail address
When I receive your message, I'll get back to you with some tips on your
spoken English.
Lesson 7: Presentations
Have you ever given a presentation in English? If you have, you know it can
be quite difficult to think of the right words with the pressure of everyone
watching! Don't worry, because in this lesson you'll learn a number of
English phrases that will help your presentations sound polished and
professional.
Introduction
At the beginning of your presentation, it's good to do three things:
Introduce yourself and your topic
Give a summary/overview
Tell the audience how you will handle questions
To introduce yourself, say your name, what company you work for, and/or
what your specific job is:
"Good afternoon. My name is (your name) and I'm the (your job)
at (your company)."
For example: "Good afternoon. My name is Shayna and I'm the
Marketing Director at ABC English School."
You can say "good morning," "good afternoon," or "good evening"
depending on what time of day it is. Do NOT say "good night" - because that
is a phrase used to say "goodbye."
Then, you can tell the audience what your general topic is. Here are two
phrases you can use - you can complete these phrases by simply saying the
name of your presentation.name of your presentation.
"My presentation is about...""My presentation is about..."
"Today, I'd like to talk to "Today, I'd like to talk to you about..."you about..."
It's always a good idea to give the audience a summary or overview of yourIt's always a good idea to give the audience a summary or overview of your
presentation - this means you quickly tell them the main points:presentation - this means you quickly tell them the main points:
"Let me quickly take you through today's "Let me quickly take you through today's presentation."presentation."
"Let me give you an overview of the presentation.""Let me give you an overview of the presentation."
"First, I'm going to talk about..."First, I'm going to talk about... (topic 1)"(topic 1)"
"After that, we'll be taking a look "After that, we'll be taking a look at...at... (topic 2)"(topic 2)"
"Then, we'll consider..."Then, we'll consider... (topic 3)"(topic 3)"
"Finally, I'll explain..."Finally, I'll explain... (final topic)"(final topic)"
You can mix and match the phrases: for example, you can say "First, we'llYou can mix and match the phrases: for example, you can say "First, we'll
consider..." or"First, I'll explain..." The phrases "After that" and "Then" areconsider..." or "First, I'll explain..." The phrases "After that" and "Then" are
used to move to the next topic, and the word "finally" is used for describingused to move to the next topic, and the word "finally" is used for describing
the last topic in your presentation.the last topic in your presentation.
Next, tell the audience if you want people to ask you questions in the middleNext, tell the audience if you want people to ask you questions in the middle
of the presentation, or only at the end. Here's a phrase for each one:of the presentation, or only at the end. Here's a phrase for each one:
"Please feel free to interrupt me if you have any questions.""Please feel free to interrupt me if you have any questions."
"I'll leave some time for questions at the end of the presentation.""I'll leave some time for questions at the end of the presentation."
Making Transitions between TopicsMaking Transitions between Topics
To begin the first topic, you can use these phrases:To begin the first topic, you can use these phrases:
"I'd like to start by..."I'd like to start by... [showing you some data]." [showing you some data]."
"Let's begin by..."Let's begin by... [looking at the project's history]." [looking at the project's history]."
In this context, the words "start" and "begin" are the same. Notice that afterIn this context, the words "start" and "begin" are the same. Notice that after
the word "by," we use a verb in the -ING form. As an alternative, you can usethe word "by," we use a verb in the -ING form. As an alternative, you can use
"with" and a noun or noun phrase. For example:"with" and a noun or noun phrase. For example:
"I'd like to start with some "I'd like to start with some data."data."
"Let's begin with the project's history.""Let's begin with the project's history."
To transition to another topic, you can use these phrases:To transition to another topic, you can use these phrases:
"Now we'll move on to...""Now we'll move on to..."
"Now let's look at...""Now let's look at..."
"Now I'd like to discuss...""Now I'd like to discuss..."
"Now let me turn to...""Now let me turn to..."
You'll notice that all of them begin with the word "now" - this is a signal toYou'll notice that all of them begin with the word "now" - this is a signal to
your audience that you're introducing a new topic.your audience that you're introducing a new topic.
Referring to Slides / GraphicsReferring to Slides / Graphics
If you're giving a PowerPoint presentation, you'll want to refer to the slides,If you're giving a PowerPoint presentation, you'll want to refer to the slides,
which can show pictures, maps, graphs, charts, tables, etc.which can show pictures, maps, graphs, charts, tables, etc.
map:map:
graph:graph:
pie chart:pie chart:
flow chart:flow chart:
table:table:
Here are some phrases you can use:Here are some phrases you can use:
"This slide shows..."This slide shows... [a map of the area in which we plan to [a map of the area in which we plan to
expand]."expand]."
"Looking at this slide, we can see "Looking at this slide, we can see that...that... [the number of [the number of
accidents has decreased significantly in the past year]."accidents has decreased significantly in the past year]."
"As you can see from this slide..."As you can see from this slide... [sales are gradually increasing [sales are gradually increasing
among customers aged 18-24]."among customers aged 18-24]."
In the next lesson, you'll learn more about how to describe numbers, trends,In the next lesson, you'll learn more about how to describe numbers, trends,
and statistics.and statistics.
Talking about Cause and EffectTalking about Cause and Effect
One important element of your presentation is making logical connectionsOne important element of your presentation is making logical connections
between your ideas - especially cause and effect. The "cause" happens first,between your ideas - especially cause and effect. The "cause" happens first,
and the "effect" is the result. For example, if it is raining, and a baseball gameand the "effect" is the result. For example, if it is raining, and a baseball game
is cancelled, the rain is the "cause" and the cancellation is the "effect."is cancelled, the rain is the "cause" and the cancellation is the "effect."
Phrases to describe causes:Phrases to describe causes:
The reason is that...The reason is that...
The last three issues of the newsletter have been published late.The last three issues of the newsletter have been published late.
The reason is thatThe reason is that there have been delays in printing.there have been delays in printing.
This is due to…This is due to…
Our processing time has gotten 30% faster.Our processing time has gotten 30% faster. This is due toThis is due to
improvements in the software.improvements in the software.
SinceSince
The employees went home earlyThe employees went home early since since there was no more work tothere was no more work to
do.do.
Because / Because of Because / Because of 
The difference is thatThe difference is that becausebecause is followed by a is followed by a subject + verb,subject + verb, andand becausebecause
ofof is followed by a noun:is followed by a noun:
The game was canceledThe game was canceled because it wasbecause it was raining. raining.
(it = subject)(it = subject)
(was raining = verb)(was raining = verb)
The game was canceledThe game was canceled because of the rain. because of the rain.
(the rain = noun)(the rain = noun)
Phrases to describe effects:Phrases to describe effects:
ThereforeTherefore (usually used for a logical conclusion)(usually used for a logical conclusion)
This product is more expensive to produce.This product is more expensive to produce. Therefore,Therefore, the profit the profit 
margins are lower.margins are lower.
ConsequentlyConsequently (more formal)(more formal)
The company didn’t get the proper construction permit.The company didn’t get the proper construction permit.
Consequently,Consequently, we had to pay a fine for non-compliance.we had to pay a fine for non-compliance.
As a resultAs a result
We’ve invested in better safety equipment, and the number of We’ve invested in better safety equipment, and the number of 
accidents has gone downaccidents has gone down as a result.as a result.
SoSo
The advertisements were successful,The advertisements were successful, so so now we plan to expand thenow we plan to expand the
 program. program.
The words "therefore" and "consequently" are typically used at the beginningThe words "therefore" and "consequently" are typically used at the beginning
of a sentence. “As a result” can be used at the beginning or the end of aof a sentence. “As a result” can be used at the beginning or the end of a
sentence, and the word "so" is typically used in the middle of a sentence.sentence, and the word "so" is typically used in the middle of a sentence.
Rephrasing / CorrectingRephrasing / Correcting
What do you do if you say something incorrect or confusing during yourWhat do you do if you say something incorrect or confusing during your
presentation? First, don't panic! Native English speakers make mistakespresentation? First, don't panic! Native English speakers make mistakes
during presentations too - so it's not the end of the world. Then, use one ofduring presentations too - so it's not the end of the world. Then, use one of
these phrases to get back on track:these phrases to get back on track:
Phrases for saying something again using Phrases for saying something again using differentdifferent
words:words:
"Let me put that another way.""Let me put that another way."
"Let me rephrase that.""Let me rephrase that."
"In other words...""In other words..."
Phrases for correcting a mistake:Phrases for correcting a mistake:
"I'm sorry - that's not correct. I meant to say that..."I'm sorry - that's not correct. I meant to say that...
[we've hired15 new employees, not 50]."[we've hired 15 new employees, not 50]."
Excuse me + correction with emphasis.Excuse me + correction with emphasis.
For example: "The school was founded in 1999 - excuse me -For example: "The school was founded in 1999 - excuse me -
nineteen-nineteen-eightyeighty-nine.")-nine.")
ConclusionConclusion
At the end of your presentation, you can give a brief summary of your mainAt the end of your presentation, you can give a brief summary of your main
points or the most important message. Here are some phrases for that:points or the most important message. Here are some phrases for that:
"In conclusion...""In conclusion..."
“I’ll close by summing up the “I’ll close by summing up the main points.”main points.”
"Let me briefly remind you what we've covered.""Let me briefly remind you what we've covered."
As your final phrase, you can say:As your final phrase, you can say:
"Thank you for your attention.""Thank you for your attention."
QuestionsQuestions
To inform the audience that you are ready to answer questions, you can say:To inform the audience that you are ready to answer questions, you can say:
"Does anyone have any questions?""Does anyone have any questions?"
(usually done in a smaller meeting/group)(usually done in a smaller meeting/group)
"I'd like to open it up for questions now."
(usually done when presenting to a larger group)
If you didn't hear the person's question, you can say:
"I'm sorry, I didn't catch that – could you repeat it?"
If you didn't understand the question, you can say:
"I'm sorry, I don't quite understand your question - would
you mind rephrasing it?"
The expressions "I'm sorry" and "would you mind" are included for
politeness.
If the question requires information that you don't have at the moment, but
that you could find out later, you can say this:
"That's an interesting question. I don't actually know off the
top of my head, but I'll try to get back to you later with an
answer."
If you can't answer the question, but someone else can, then say:
"Unfortunately, I'm not the best person to answer that - but I
can put you in touch with a colleague of mine."
Finally, if the answer to the question will be very long, you can say:
"I'm afraid that would take a long time to explain, but maybe
you and I can talk about it more in-depth afterwards."
This means that you don't want to answer the question immediately, but you
are willing to talk to the person about it after the presentation.
You've finished Lesson 7! Try the quiz to test your vocabulary, and log in
tomorrow for lesson 8 - we'll go into more detail about how to talk about
numbers, statistics, and trends.
Quiz: Lesson 7
1) "Let me give you an __________ of the presentation."
A. overview
B. oversight
C. overlook
2) "I'll leave some time for questions at the ________ of the presentation."
A. conclude
B. final
C. end
3) "I'd like to start ______ some statistics from last year."
A. by
B. for
C. with
4) "Now we'll _______ on to the results of the training."
A. move
B. run
C. jump
5) "This slide ________ the damage caused by the equipment failure."
A. does
B. shows
C. sees
6) "The main ________ for the increase in sales was the online advertising
campaign we launched in June."
A. reason
B. motive
C. consequence
7) "There were three serious accidents in the factory last year. __________,
the company decided to close it until the infrastructure could be improved."
A. Because
B. However
C. Therefore
8) "_____ me say that in another way."
A. Let
B. Leave
C. Permit
9) "We now have operations in twelve - ____________ - thirteen countries in
Asia."
A. as a result
B. excuse me
C. in other words
10) "Thank you very much for your __________."
A. attendance
B. attraction
C. attention
11) "I'm sorry, I don't quite understand your question. Would you _______ 
rephrasing it?"
A. make
B. mind
C. think
12) "Unfortunately, I'm not the ________ person to answer that question."
A. most
B. best
C. worst
13) "I'm _________ that would take a long time to explain."
A. afraid
B. nervous
C. scared
Check your answers
Lesson 8: Numbers and Trends
Numbers were one of the first things you probably learned in English class -
but many students have difficulty saying very big and very small numbers in
English. In this lesson, you'll practice saying complicated numbers and learn
how to talk about trends.
Let's warm up with some pronunciation practice. It's common to confuse
numbers like 13 (thirteen) and 30 (thirty). This shows why it's important to
put the stress on the correct syllable: in 13, the stress is on the second
syllable, and in 30, the stress is on the first syllable.
13 thir - TEEN 30 THIR - ty
14 four - TEEN 40 FOUR - ty
15 fif - TEEN 50 FIF - ty
16 six - TEEN 60 SIX - ty
17 seven - TEEN 70 SEVEN - ty
18 eight - TEEN 80 EIGHT - y
19 nine - TEEN 90 NINE - ty
Big Numbers
Now let's move on to some bigger numbers.
100 = One hundred
(or "a hundred" in informal spoken English)
435 = Four hundred and thirty-five
(or "four hundred thirty-five" in informal spoken English)
1,000 = One thousand
(or "a thousand" in informal spoken English)
In numbers that are bigger than one thousand, you can use the comma (,) to
separate the parts of the number:
5,468 = Five thousand, four hundred and sixty-eight
10,000 = Ten thousand
75,120 = Seventy-five thousand, one hundred and twenty
100,000 = One hundred thousand
322,986 = Three hundred and twenty-two thousand, nine hundred
and eighty-six
Let's continue to the REALLY big numbers!
1,000,000 = One million
1,000,000,000 = One billion
1,000,000,000,000 = One trillion
Again, to say these numbers in English, read the number from left to right,
saying each part between the commas individually:
3,209,611
Three million, two hundred and nine thousand, six hundred
and eleven
Big Numbers Practice
I'm going to show you some numbers: try to say or write them, and then
check your answers at the end of this lesson.
84
723
112
2,506
9,999
18,275
360,200
8,985,310
(Answers at the end of this lesson)
Small Numbers
Now that you know how to say big numbers, let's learn small numbers -
decimals and fractions.
Decimals
1.5 = One point five
8.09 = Eight point zero nine / Eight point oh nine
0.317 = Zero point three one seven
Note that we say each number after the decimal point individually:
7.25 = seven point two five (not “seven point twenty-five”)
When saying an e-mail address or website, this (.) is called DOT:
www.espressoenglish.net = www dot espressoenglish dot net
But when saying a number, this (.) is called POINT:
3.6 = Three point six
Fractions
½ = One half
4 ½ = Four and a half
1/3 = One third
¼ = One fourth / One quarter
1/5 = One fifth
1/6 = One sixth
1/7 = One seventh
1/8 = One eighth
1/9 = One ninth
1/10 = One tenth / A tenth
The fractions can be difficult to pronounce because of the TH at the end - but
it's good to practice, because you'll need these words for dates and ordinal
numbers (1st place, 2nd place, 3rd place, 4th place, etc.)
Small Numbers Practice
I'm going to show you some numbers: try to say them first, and then check
your answer.
42.51
0.296
29.8
13 ½
1 2/3
5.04
2/5
3/4
70.99
(Answers at the end of this lesson)
Special Rules for Money & Dates
In English, prices are said differently from other decimals:
4.95 = Four point nine five
$4.95 = Four ninety-five
When talking about money, don't say "point," and say the numbers after the
point together (ninety-five) rather than separately. Here are more examples:
$12.42
Twelve forty-two
$36.80
Thirty-six eighty
$167.10
Short form: One sixty-seven ten
Long form: One hundred and sixty-seven dollars and ten cents
$395.23
Short form: Three ninety-five twenty-three
Long form: Three hundred and ninety five dollars and twenty-
three cents
With prices over $100, the short form can be confusing, so people often say
the long form to make the number clear.
Let's look at dates. When saying theyear in English, we divide it into two
parts and say them separately:
1981
One thousand nine hundred and eighty-one
Nineteen eighty-one
1762
Seventeen sixty-two
1500
Fifteen hundred
1609
Sixteen oh nine
There are some exceptions beginning with the year 2000 (two thousand):
Years 2001 - 2009
Two thousand one / Two thousand two / Two thousand three / etc.
Years 2010 and later
2010: Twenty ten OR  Two thousand ten
2015: Twenty fifteen OR  Two thousand fifteen
2023: Twenty twenty-three OR Two thousand twenty-three
I know it's confusing!
Finally, when saying days of the month, use the ordinal numbers (as in the
fractions):
September 3
September three
September third
January 25
January twenty-five
January twenty-fifth
Note that when writing the dates, it is different in American and British
English:
British English: 25/1/2012
American English: 1/25/2012
Money & Dates Practice
I'm going to show you some prices and dates: try to say them first, and then
check your answer.
$7.50
$12.85
$29.14
$209.20 (long form)
November 27, 1964
March 12, 2007
August 6, 2014
January 18, 1911
April 30, 1883
Changes & Trends
Now let's learn vocabulary for describing trends - if numbers are going up,
going down, or staying the same.
Sales went up
Sales increased
Sales rose
Sales climbed
Sales went down
Sales decreased
Sales fell
Sales dropped
Sales remained constant
Sales stayed the same
Sales fluctuated
Sales went up and down
Sales leveled out around 2006
Sales stabilized around 2006
Sales reached a high point in 2005
Sales peaked in 2005
Sales reached a low point in 2005
Sales bottomed out in 2005
In addition to talking about the direction of the change, we can also talk
about the degree of the change - if it was a big change or a small change:
Sales decreased slightly
There was a slight drop in sales
Sales decreased dramatically
There was a huge drop in sales
Sales gradually increased.
Sales of our red product suddenly increased.
Sales of our blue product suddenly decreased.
Sales of our red product jumped / took off.
Sales of our blue product plummeted / dropped / fell.
You've finished Lesson 8! Log in tomorrow for Lesson 9: Letters and E-
Mails.
Answers:
Big numbers:
84 = eighty-four
723 = seven hundred and twenty-three
112 = one hundred and twelve
2,506 = two thousand, five hundred and six
9,999 = nine thousand, nine hundred and ninety-nine
18,275 = eighteen thousand, two hundred and seventy-five
360,200 = three hundred and sixty thousand, two hundred
8,985,310 = eight million, nine hundred and eighty-five thousand, three
hundred and ten
Small numbers:
42.51 = forty-two point five one
0.296 = zero point two nine six
29.8 = twenty-nine point eight
13 ½ = thirteen and a half
1 2/3 = one and two-thirds
5.04 = five point zero four
2/5 = two-fifths
3/4 = three-quarters
70.99 = seventy point nine nine
Money and dates:
$7.50 = seven fifty
$12.85 = twelve eighty-five
$29.14 = twenty-nine fourteen
$209.20 (long form) = two hundred and nine dollars and twenty cents
November 27, 1964 = November twenty-seventh, nineteen sixty four
March 12, 2007 = March twelfth, two thousand seven
August 6, 2014 = August sixth, two thousand fourteen (or: twenty fourteen)
January 18, 1911 = January eighteenth, nineteen eleven
April 30, 1883 = April thirtieth, eighteen eighty-three
Lesson 9: Business Idioms – Part 1
Idioms are short phrases with meanings that are different from the meanings
of their individual words. Idioms are different from slang - idioms are in
between formal and informal, so they are acceptable in everyday English
conversations and e-mails - including some communication at work. Slang is
very informal, and is usually used in humor, music, and conversations
between close friends.
Formal: Official business, legal, academic English
Casual: Idioms, everyday conversation, e-mails
Informal: Slang, humor, music
Slang is almost never used in business English, but idioms are often used in
conversations and e-mails - so I'm going to introduce you to some common
idiomatic expressions.
This is the method we'll use for learning the idioms:
1. Look at the example of the idiom in context
2. Guess the meaning of the idiom
3. Wait for the answer and explanation
Why do I recommend these three steps? Well, it's important to try to figure
out the meanings of the idioms from the context. This helps you think
actively about the expressions and learn to understand new expressions faster.
Ready? Let's begin! (write your answers on a piece of paper, and then scroll
down to the end of the lesson to see the answers and explanations)
Idiom 1:
"We showed the president 20 ideas for new products, but she didn't like any
of them - so we had to go back to the drawing board."
a) ask other people for advice
b) start again from the beginning
c) reuse a good idea from the past
Idiom 2:
"Our sales estimates were way off the mark. We'd projected sales of $15M,
but the actual numbers were closer to $9M."
a) too optimistic
b) higher than average
c) very wrong/inaccurate
Idiom 3:
"The text for the article is almost perfect. I just want to tweak one or two
sentences."
a) remove
b) make small adjustments
c) make longer
Idiom 4:
"I need to submit a weekly report on this project, so please keep me  in the
loop."
a) informed / updated
b) working hard
c) in the office
Idiom 5:
"Three people from my department are on vacation, so I've got a lot on my
plate at the moment."
a) I have a lot of responsibilities
b) I wish I was on vacation, too
c) I have nothing to do
Idiom 6:
"The rule of thumb is to reinvest no more than 30%, but it's OK if you go
over that number occasionally."
a) minimum amount
b) strict limit
c) general practice
Idiom 7:
"Bob said I missed the deadline, but I want to set the record straight – I
submitted my work on time, but he didn’t check his e-mail."
a) correct a mistake and say the truth
b) express a different opinion
c) get permission
Idiom 8:
"We have until December to prepare these documents, so let's put them on
the back burner for now. We have other, more urgent projects."
a) send them back to their origin
b) give them low priority
c) finish them quickly
Idiom 9:
"That program never produced any significant results, so the director finally
decided to pull the plug."
a) get personally involved
b) improve the technology
c) stop, discontinue
Idiom 10:
"Yesterday's meeting lasted four hours... but in a nutshell, we decided to
close our office in India and open a branch in China."
a) in an argument
b) in the end
c) in summary
Idiom 11:
"Laura didn’t go to the meeting. Could you send her a summary of the
discussion to bring her up to speed?"
a) help her work faster
b) give her the most recent information
c) find out what her perspective is
Idiom 12:
"Don’t make any changes without talking to Peter. He’s the one calling the
shots on this project."
a) communicating with the supervisor
b) making the important decisions
c) working very hard
Answers and Explanations
1. go back to the drawing board
b) start again from the beginning
Designers and engineers often draw a picture of a product as the first step in
its development. So "going back to the drawing board" means to start again at
step 1 of a process.
2. way off the mark
c) very wrong/inaccurate
This idiom comes from the sport of archery, where arrows that do not hit the
target are said to be "off the mark." The word "way" means "very" - so "way
off the mark" means "very inaccurate."
3. tweak
b) make small adjustments
I don't know the origin of this word, but it can be used as either a noun or a
verb - you can say "I want to tweak one or two things" or "I want to make a
few tweaks" to talk about minor adjustments.
4. in the loop
a) informed / updated
You can also say the opposite - "out of the loop" - if you are not being
informed or updated about a project or news.
5. I've got a lot on my plate
a) I have a lot of responsibilities
If you go toa buffet and you put a lot of food on your plate, then you are
obligated to eat it all. So having "a lot on your plate" means you have many
tasks or responsibilities.
6. rule of thumb
c) general practice
A "rule of thumb" is a general rule or general practice that may have
exceptions in some situations. This is your "thumb":
If you use your thumb to measure something, you can get a general idea, but
the measurement will not be perfectly accurate. So a general rule with
exceptions permitted is called a "rule of thumb."
7. set the record straight
a) correct a mistake and say the truth
When there is a misunderstanding or something was falsely reported, you
should “set the record straight” – say what is true, so that people have the
correct understanding of the situation.
8. put something on the back burner
b) give it low priority
This idiom comes from cooking. This picture shows a stove with four
burners:
If you are cooking multiple things at the same time, you put the less
important items, which don't need your attention, on the back burner - and
you put the items on which you are actively working on the front burner. So
to "put something on the back burner" is to temporarily give it low priority
and less attention.
9. pull the plug
c) stop, discontinue
This is a plug:
 Image courtesy of jiggoja at FreeDigitalPhotos.net
If you pull (remove) the plug of your television from the source of electricity,
the television will stop working. So to "pull the plug" on a project or program
means to discontinue it.
10. in a nutshell
c) in summary
When you summarize a lot of information in a short phrase or explanation,
you can begin the statement with "in a nutshell." This picture shows nuts:
The "shell" is the hard exterior of the nut. A nutshell is very small - so when
you put a lot of information into a small number of words, you can say "in a
nutshell" to express the fact that you are giving a summary.
11. bring her up to speed
b) give her the most recent information
If someone is "up to speed," it means they are fully informed about the latest
information. To "bring" or "get" someone up to speed is to give them the
most recent information so that they can be up-to-date on the current
situation.
12. calling the shots
b) making the important decisions
The person who is "calling the shots" is the one who has authority to decide
what must be done, and other people must follow his/her instructions.
Quiz: Lesson 9
Choose the best idiom to complete each sentence in the dialogue below.
a lot on your plate calling the shots rule of
on the back burner in a nutshell tweak
bring me up to speed in the loop way off
back to the drawing board
Diane: I’ve been away for the past couple weeks – can you
(1)________________________ on this project?
Bill: All the specifications are in the shared folder… but
(2)______________________, the client wants us to create an e-commerce
site.
Diane: That sounds pretty straightforward. How’s it going?
Bill: It’s taking forever! They keep wanting to
(3)_______________________ the design, and they never seem satisfied.
Diane: But you must be getting close, right? At least they haven’t made you
go (4)____________________________.
Bill: Actually, they did that last month. I had to come up with a whole new
design.
Diane: Why are they being so picky? Who’s
(5)_________________________ on this project in the client’s company?
Bill: I’ve been working with the marketing director, but the problem is that
she’s been keeping the CEO (6)_________________________, and he makes
suggestions that are (7)___________________________. He doesn’t know a
thing about websites.
Diane: What kinds of things does he want?
Bill: Here’s an example – the (8)____________________ in web design is to
use font size 14 or greater, but he wants the text as small as possible so more
can fit on the page.
Diane: Sounds like you’ve got (9)_________________________. Anything I
can do to help make things easier?
Bill: You’ve got a way with words – maybe you can talk to them and explain
that if this site doesn’t get done soon, I’ll have to put it
(10)___________________________. We have other clients who need our
help, too.
Check your answers
Progress Test 1
1) As a _____________, we have five different people check over each
article before publication.
A. rule of thumb
B. back burner
C. drawing board
2) $29.95 = _____________ 
A. twenty-nine point nine five
B. twenty-nine and ninety fifths
C. twenty-nine ninety-five
3) As you can ____________ from this slide, our factory's safety record has
been excellent for the past twenty years.
A. see
B. view
C. show
4) I work ____ Ford.
A. with
B. at
C. on
5) I asked my secretary to order new _____________ for the year 2018.
A. staplers
B. calendars
C. printers
6) Could you call me back? You can ___________ me at 517-8893 anytime
up to 6 PM.
A. reach
B. touch
C. catch
7) I'm sorry, Mr. Stewart is on another ___________ at the moment.
A. town
B. office
C. call
8) My ___________ today is Environmental Preservation Efforts in the
Amazon Rainforest.
A. speak
B. area
C. topic
9) Doing volunteer work at a busy NGO helped me develop my
organizational and interpersonal ______________.
A. skills
B. responsibilities
C. positions
10) 1/3 = ____________ 
A. one-three
B. one-third
C. one-thirteenth
11) I'm sorry, I can't hear you. Could you speak ________ a little?
A. in
B. out
C. up
12) Excuse me - ___________ you tell me where I can get some extra
folders?
A. have
B. could
C. do
13) Hello, this is Kim. I'm calling __________ report a technical problem
with the company's internet service.
A. for
B. to
C. about
14) "Let's meet at ........-thirty in the conference room."
"Sorry, I didn't catch the time. Could you say it __________?"
"I said, 'let's meet at ten-thirty in the conference room.'"
A. again
B. repeat
C. twice
15) There's a __________ meeting on Monday morning. All employees are
required to attend.
A. staff
B. stuff
C. stiff
16) I've been an executive _____________ for the past three years.
A. assistant
B. department
C. junior
17) Being a waitress is ___________ because you never have a moment to
rest.
A. dull
B. tiring
C. repetitive
18) 1988 = ______________ 
A. nineteen hundred eight eight
B. eighteen eighty-nine
C. nineteen eighty-eight
19) “Why do you want this job?”
“I've always wanted to work with a small organization where I could make a
difference and __________ with the company.”
A. grow
B. expand
C. increase
20) July 8 = ___________ 
A. July eight
B. July eighth
C. July eightieth
21) Let me quickly take you _________ today's presentation. First...
A. through
B. over
C. around
22) Henry didn't like working in accounting, so he _______________ to the
Human Resources department.
A. transferred
B. translated
C. transported
23) I've ___________ for about 15 jobs, but so far I haven't been called in for
any interviews.
A. applied
B. entered
C. replied
24) My brother works __________ a hospital.
A. to
B. in
C. with
25) 2.4 = ____________ 
A. two point four
B. two fourths
C. two forty
26) Organizing the international conference is taking up all my time. I've had
to put everything else _____________.
A. in a nutshell
B. out of the loop
C. on the back burner
27) Hi, this is Pamela Gabler. I'm _____________ about the arrangements for
the end-of-the-year office party.
A. messaging
B. connecting
C. calling
28) If you want to dial a number inside the company, press 9 and then the
extension. If you need an outside line, dial *1 and then the telephone number.
Does that make ____________?
A. sense
B. following
C. pardon
29) I've been unsatisfied with my job for a while. I'm considering
 ___________.
A. desisting
B. quitting
C. stopping
30) Let's ________ with some facts about the current situation.
A. begin
B. discuss
C. explain
31) "I think this was the worst decision our CEO has ever made."
"Really? What do you _________?"
A. know
B. mean
C. say
32) The priceof oil rose until __________ in 2005, then started to fall.
A. climbing
B. dropping
C. peaking
33) Jack and Barbara are both counselors. They work primarily _________ 
couples who are having marital problems.
A. for
B. in
C. with
34) Would you like to leave a ____________? Ms. Davis should be back in
the office shortly.
A. call
B. message
C. reminder
35) ___________ help you as soon as I finish this e-mail - it should only take
a couple minutes.
A. I'll
B. I'm
C. I've
36) We decided to discontinue that product __________ it wasn't selling
well.
A. because
B. so
C. therefore
37) No company will ________ due to his criminal record.
A. hire him
B. fire him
C. lay him off
38) I'm sorry - that's not correct. I ____________ to say South Africa, not
South Asia.
A. meant
B. thought
C. tried
39) We've held to our values ever since the company was ______________ 
eighty years ago.
A. founded
B. owned
C. merger
40) I've always been interested in sports, and I ____________ in physical
therapy at university.
A. concentrated
B. degree
C. majored
41) The number of customers _________ from 1,000 to 1,500 in a single
month.
A. dropped
B. increased
C. peaked
42) She was offered a position with a great starting salary, but she
 ____________ because it was in a different city and she didn't want to move.
A. let it down
B. took it down
C. turned it down
43) I'll talk to you later. ___________ care.
A. Get
B. Have
C. Take
44) Please feel free to _________ me if you have any questions during the
presentation.
A. interact
B. interject
C. interrupt
45) March 2003 = ___________ 
A. March two thousand three
B. March two hundred three
C. March twenty oh three
46) At my job, I'm ______________ for checking the quality of the products.
A. responsive
B. responsible
C. responding
47) Our projections for the renovation costs weren't too far ___________ -
they were only about 2% lower than the actual expenses.
A. off the mark
B. on the plate
C. up to speed
48) I'd like to leave a message for Bob Daniels. Please tell _________ that I
need to make some changes in the contract before signing it.
A. he
B. his
C. him
49) 81,000 = eighty-one __________ 
A. hundred
B. thousand
C. point zero zero zero
50) Our headquarters are in Atlanta, but we have local ____________ 
throughout the state.
A. branches
B. charts
C. ladders
Check your answers
Lesson 11: Letters and E-Mails – Part
1
In this lesson, you'll learn a simple 3-part structure
to use in any business letter or e-mail. Before we begin, I want to remind you
of two important characteristics of business communication:
Business letters and e-mails are...
Polite. This means they use slightly more formal/professional
English. Do not use slang. Phrasal verbs and idioms are OK only
in e-mails to business associates who you know well and have a
friendly relationship with. You'll learn some useful formal English
phrases in this lesson.
Concise. This means they focus on the essential information and
they don't include lots of extra details or long explanations that are
not very relevant to the letter's purpose.
If you need to write a letter or e-mail, you can follow this structure:
1. INTRODUCTION
- Salutation to open the letter
- Reference to any recent contact
- Expresses your reason for writing
2. DETAILS - more information that is relevant to the letter's
purpose.
- Good / bad news
- Requests / offers
- Complaints
- Brief explanations
3. CONCLUSION
- Next action
- Deadlines or time limits
- Contact information (if necessary)
- Closing
Let's look at each part in more detail and learn some specific phrases to use.
 Note: In some of the example phrases, the words "I" and "me" are used. In
others, the words "we" and "us" are used. You should use "I" (first person
singular) if you are writing the letter representing yourself, and "we" (first
person plural) if you are writing the letter representing a group or company.
Introduction
Salutation
To open the letter, write "Dear" followed by:
Mr. (for a man)
Mrs. (for a married woman)
Miss (for a single woman)
Ms. (for a woman when you don't know if she's married or single)
...and then the person's last name. For example:
Dear Mr. Smith,
Dear Ms. Jones,
If the person has a special title, you can use that instead of "Mr." or "Ms.":
Dear Dr. Meyers,
(Dr. is short for Doctor)
Dear Professor Davis,
Dear Rev. Finch,
(Rev. is short for Reverend - a Christian religious leader)
Dear Pastor Anderson,
E-mails are a little less formal than letters, so when writing to a contact with
whom you frequently exchange messages, you can use this form (instead of
"Dear"):
Hello / Hi (first name),
Referencing Recent Contact
If you have recently had contact with the person you're writing to, you can
use one of these phrases:
Thank you for your message/letter/interest/inquiry.
(“inquiry” means the person asked a question)
This is in response to your request...
Regarding our telephone conversation yesterday...
It was a pleasure meeting you at the conference.
I enjoyed having lunch with you last week.
Reason for Writing
The final part of the introduction is the reason for writing. You can say:
I am writing...
to inform you that...
[your order was shipped on July 27.]
to tell you about...
[a new product that may be beneficial to your company.]
to confirm...
[your attendance at the international training conference.]
to request...
[information about your services.]
to inquire about...
[opportunities for partnership between our companies.]
to express my dissatisfaction with...
[the delay in receiving the material I purchased.]
Details
Now let's move on to the "details" part of the letter or e-mail.
Giving Good News
When giving good news, it's common to use the words "pleased" and
"delighted" - both of which mean "happy."
We are pleased to announce that...
[our company has agreed to sponsor your event].
I am delighted to inform you that...
[you have been accepted into New York University's MBA
program.]
You will be pleased to learn that...
[we are sending you a complimentary (free) sample of our
product.]
Giving Bad News
When giving bad news, it's common to express that you are sorry about the
bad news - with phrases like these.
I regret to inform you that...
[your order has been delayed approximately two weeks.]
I'm afraid...
[it will not be possible to customize the software for your
company.]
Unfortunately we are unable to...
[ship products to Japan due to high import taxes.]
After careful consideration, we have decided...
[to work with a different provider for our materials.]
Requests, Offers, and Additional Information
If you need to make a request, use these phrases:
I would like to know...
[if discount pricing is available.]
I would appreciate it if you could...
[send me the reports.]
To offer to do something for the other person, use these phrases:
Would you like us to...?
[design the artwork for the magazine cover?]
I would be happy to...
[meet you at the airport when you arrive.]
We are quite willing to...
[discuss alternatives to the current agreement.]
Sometimes you include additional information in the envelope along with
your letter. To call attention to this extra information, you can say:
Please refer to / see/ review the enclosed information. (in
physical letters)
Please refer to / see / review the attached information. (in e-
mails)
Conclusion
Next Action
In the conclusion, tell the person the next action that you want them to take:
Please advise as necessary.
(= send me your opinion)
I'd appreciate your immediate attention to this matter.
(= act now, the situation is urgent)
I look forward to your reply.
I look forward to hearing from you.
(= I'm waiting for you to contact me.)
If there is no next action, or if you already stated it earlier in the letter, then
you can restate the letter's purpose beginning with the phrase "Again" or
"Once again":
Once again, I apologize for the inconvenience.
Again,it is my pleasure to welcome you to the partnership.
If necessary, you can give contact information if the person might have
questions or need help:
If you require any further information, please call us at 1-800-
555-1212.
If you require assistance, please contact our technical support.
("require" is a formal word for "need")
Closing
To finish your letter or e-mail, use a closing, followed by a comma and by
your name.
More formal closings:
Sincerely,
Regards,
Respectfully yours,
More "personal" closings / E-mail closings:
Warm regards,
Best wishes,
Cordially,
Many thanks,
With appreciation,
This second group of closings is good to use if you already have a business or
social relationship with the person. They are also good for e-mails, which are
often less formal than letters.
Do not use “Love,” or “With hugs/kisses” – these are not appropriate for
business. They are only for family and close friends.
Here is a booklet with more phrases for professional letters and e-mails:
http://scribd.com/doc/25926027/Email-English-Phrase-Book#scribd
Now, take the quiz to help you review the phrases. Tomorrow the study of
letters and e-mails continues with punctuation and capitalization rules to
make your written English correct and professional.
Quiz: Lesson 11
1) I _________ for the delay in responding to your letter.
A. sorry
B. apologize
C. afraid
2) __________ the documents you requested, I am awaiting the final
approval from my supervisor.
A. Regarding
B. Responding
C. Inquiring
3) I am writing to ________ you that the location of the training session has
been changed.
A. request
B. express
C. inform
4) If you require ____________, please do not hesitate to contact me.
A. attachment
B. attention
C. assistance
5) It was a __________ to speak with you on the phone earlier this week.
A. pleased
B. pleasure
C. delight
6) I would _________ it if you could call me at your earliest convenience.
A. appreciate
B. approve
C. enjoy
7) I ____________ to hearing from you.
A. look forward
B. look toward
C. look around
8) I am writing to __________ more information about your consulting
services.
A. require
B. reply
C. request
9) After _________ consideration, we have decided not to purchase the
product.
A. cautious
B. careful
C. delicate
10) Unfortunately we are __________ to make a donation to your
organization due to budget constraints.
A. unable
B. impossible
C. cannot
11) Please refer to the __________ brochure for a complete description of
our internship program.
A. enclosed
B. welcomed
C. required
12) We are quite _________ to work with you to find a mutually beneficial
solution.
A. available
B. pleasure
C. willing
Check your answers
Lesson 12: Letters and E-Mails – Part
2
When writing a business letter or e-mail, it's important to have correct
punctuation and capitalization because this helps your writing look
professional. In this lesson, we're going to review the rules for capitalization
and punctuation marks in English.
You may already know some of these rules, but it's good to review them -
and you might learn something new, because the rules may be different from
those in your native language.
Capitalization
Always capitalize...
The word "I"
The first word of a sentence:
the budget for next year has been approved.
The budget for next year has been approved.
Names of cities, states, and countries, as well as their adjectives:
Our company's headquarters are located in paris, france.
Our company's headquarters are located in Paris, France.
We are currently investing in japanese technology.
We are currently investing in Japanese technology.
Names of languages:
The contract was translated from chinese into italian and
russian.
The contract was translated from Chinese into Italian and
Russian.
Days of the week and months:
I have a meeting next thursday.
I have a meeting next Thursday.
Let's plan a trip for november.
Let's plan a trip for November.
Names of companies, brands, and organizations:
We received a shipment from dow chemical.
We received a shipment from Dow Chemical.
I own two toyota trucks.
I own two Toyota trucks.
The world trade organization has created a new policy to
help developing countries.
The World Trade Organization has created a new policy to
help developing countries.
Names of official events:
Seven representatives from our company attended the
international conference on information and electronics
engineering.
Seven representatives from our company attended the
International Conference on Information and Electronics
Engineering.
You'll notice that it's not necessary to capitalize the "small" connecting words
like "on" or "and" - only the major words.
Titles of books, magazines, and newspapers:
Dale Carnegie is the author of the best-selling book how to win
friends and influence people.
Dale Carnegie is the author of the best-selling book  How to Win
 Friends and Influence People.
My letter was published in the wall street journal.
My letter was published in The Wall Street Journal.
Don’t capitalize...
Seasons:
We plan to launch a new product this Summer.
We plan to launch a new product this summer.
Directions:
This is the largest agricultural center in the North of Brazil.
This is the largest agricultural center in the north of Brazil.
Our factory is located 50 km West of Berlin.
Our factory is located 50 km west of Berlin.
 Exception:
 If the word north, south, east, or west is part of the official name of a
country/state/city, such as South Africa or North Carolina
Punctuation
Periods, Question Marks, and Exclamation Points
You can end a sentence with:
A period (.) for normal sentences
A question mark (?) for questions
An exclamation point (!) to express excitement or emphasis
 Exclamation points are rarely used in Business English. You'll
generally find them in e-mails, in phrases such as "Have a good
weekend!" - but they shouldn't be used too frequently.
Commas
Many students have difficulty knowing when and where to use commas (,) in
English sentences. The general rule is to use a comma where you would
naturally make a small pause when speaking.
However, this is not always easy for English learners to know - so here are
some more specific guidelines. Use a comma...
To separate items in a list:
Our company manufactures refrigerators, stoves, washing
machines, and other appliances.
To separate two parts of a sentence connected by BUT / AND / SO:
I worked all night, but I didn't finish the project.
All new employees must complete the training program, and
current employees must take a 2-hour review course.
The equipment failed, so we had to shut down the entire factory.
After an introductory phrase:
By the beginning of next year, we hope to expand our operations
into three new countries.
Although she works rather slowly, the quality of her work is
excellent.
Before and after "extra" information (relative clauses):
Our facilities, which are already the most advanced in the region,
will be equipped with new machinery next year.
I'll put you in touch with Keith Brown, who I met at a conference
in Amsterdam.
After an "if" phrase (if it begins the sentence):
If you would like to schedule an appointment, please contact my
assistant.
If we had been more organized, this project would have been
much easier.
It's not necessary to use a comma when the "if" phrase does not begin the
sentence:
Please contact my assistant if you would like to schedule an
appointment.
This project would have been much easier if we had been more
organized.
Semicolons (;) and Colons (:)
Use a semicolon (;) to separate two independent clauses. What is an
"independent clause"? It means a phrase that could be a complete sentence by
itself. Here's an example to help:
Our office is closed tomorrow. We will reopen on Friday.
= Our office is closed tomorrow; we will reopen on Friday.
Don't use a semicolon if one of the parts of the sentence could not be a
complete sentence by itself. In this case,use a comma instead.
Incorrect: After completing your job application; please send it to
human resources.
Correct: After completing your job application, please send it to
human resources.
"After completing your job application" could not be a complete sentence by
itself - so in this case we use a comma, not a semicolon.
Use a colon (:) to introduce a list or example(s) after a complete sentence:
There are three possible solutions to our financial problems:
cutting back on spending, borrowing money, or increasing our
profits.
Do not use a colon if the part of the sentence before the list is not a complete
sentence:
Incorrect
We need to: increase production and reduce waste.
Correct
We need to increase production and reduce waste.
We need to do two things: increase production and reduce waste.
Hyphens (-) and Dashes (--)
Hyphens (-) are used in the middle of certain words, for example:
ex-wife
all-inclusive
self-service
well-known
part-time job
twenty-one
thirty-eight
Dashes ( — ) are used to add an extra thought or extra information to a
sentence, either in the middle or at the end:
Our company offers a pleasant working environment and excellent
benefits—as well as numerous career advancement opportunities.
The New York City Cultural Tour—a popular option for all ages
 —includes a visit to Chinatown and lunch at a world-famous
Italian restaurant.
In many cases, you can use commas instead of dashes.
Apostrophes (')
Use an apostrophe in contractions (short forms):
can not = can't
do not = don't
I am = I'm
would not = wouldn't
he is = he's
they will = they'll
Although we avoid using contractions in formal business letters, they can be
used in less formal business e-mails.
Use an apostrophe + s in possessives:
Janet's car
Nick's office
This is true even if the word or name ends in "s":
My boss's phone number
Chris's wife
Exception:
If the word is plural and ends in "s," then add only the apostrophe but do
not add another "s":
Singular: One country's laws
Plural: Five countries' laws
Singular: The manager's approval
Plural: The managers' approval (approval of multiple managers)
Although there's no quiz today, there is some optional homework: I would
like to give you some personal feedback on your written English. If you send
me 2-3 paragraphs of text, I will correct it and give you some tips and
suggestions. You can write about your work, your experience, your current
projects, your plans for the future... anything you like! If you'd like to
participate, just e-mail me your text at homework@espressoenglish.net.
Lesson 13: Meetings
Today you're going to learn almost 100 practical English phrases to use in
meetings. Many of them - such as the phrases for expressing opinions,
agreeing, and disagreeing - can also be used in other situations outside of
work.
Let's begin with a few vocabulary words. The verbs typically used with
"meeting" are "have" and "hold":
We're going to have another department meeting on Friday.
Let's hold a meeting to discuss the policy changes.
You can also use "schedule," "arrange" or "organize" to talk about having a
meeting in the future.
When you participate in a meeting, you "attend" the meeting (formal) or "go
to" the meeting.
Did you go to the project team meeting?
Several people did not attend the development meeting.
A well-organized meeting will have an agenda - that's a list of topics (often
called items) that will be discussed. In some meetings, one person keeps
notes that will be the official record of the meeting - these are called the
meeting minutes.
Why hold a meeting? There are many different reasons. One is
to brainstorm. "Brainstorming" is creating a lot of different ideas, so that
they can later be analyzed, evaluated, and the best ones can be selected.
Brainstorming is often done as a first step in a project, before there is a
definite plan.
Another reason to hold a meeting is to develop a strategy and allocate tasks.
A strategy is a plan for completing a project, and to "allocate tasks" means to
assign specific items of work to specific people.
Meetings are also held to collaborate (work together) on projects and
give updates - reports of progress and current status. Finally, meetings are
held to make decisions.
Some meetings use a formal system of voting, in which a decision is made if
it receives the majority (more than 50%) of the votes. Other meetings use a
less formal system of decision-making, aiming for the group to come to
a consensus (a general agreement).
Beginning a Meeting
To start the meeting, the meeting leader (who is called
the chairperson or chair) may use one of these phrases:
Hello, everyone. Thank you for coming today.
Since everyone is here, let's get started.
First, I'd like to welcome you all.
If there are new people in the meeting, or people from different departments
who might not know each other, the chairperson may introduce them:
I'd like to take a moment to introduce... [name + description]
 I'd like to take a moment to introduce Carla, from the public
relations department.
Please join me in welcoming [name + description]
 Please join me in welcoming Jim, a consultant who will be helping
us with project management.
Sheila, would you like to introduce yourself?
Finally, it's good to state the specific topic or objective of the meeting, in
order to focus the discussion:
As you can see from the agenda, we'll be talking about...
[topic]
I've called this meeting in order to ... [goal]
Our main goal today is to ... [goal]
Our main goal today is to determine the budget for 2013.
Asking for Opinions
Meetings often begin with the presentation of some information and then a
request for opinions. To ask people for their opinions, you can say:
What does everyone think about...?
I'd like to get your feedback on...
What are your thoughts about... ?
What are your views on... ?
After one person has expressed his or her opinion, you can say "Thanks," to
acknowledge the opinion, then use these phrases to ask for more people to
respond:
What does everyone else think?
Are there any other comments?
If there's a specific person who you would like to hear from, you can ask him
or her directly by using these phrases:
Susan, can we get your input?
Would you like to add anything, Susan?
Giving Your Opinion
Now let's learn some phrases for giving your opinion - with some detail in
order to give you some flexibility in the way you express your opinion:
Strong
I strongly believe that...
I'm positive that...
I'm convinced that...
I have no doubt whatsoever that...
There's no question that...
(strongest)
Normal
I think / believe / feel that...
From my point of view...
In my experience... / I find that...
(use these phrases to base your opinion on your experience)
I'd say that...
If you want my honest opinion, I think that... / To be honest...
(use these phrases when you want to express a negative or critical
opinion. The word "honest" is a diplomatic way to signal that you
are going to say something negative or unpopular)
Weak
It seems to me that...
It's possible that...
I tend to think that...
My initial reaction is...
(use this phrase to show that this is an opinion you haven't thought 
very deeply about)
Agreeing / Disagreeing
Once other people in the meeting have expressed their opinions, you can
react by agreeing or disagreeing. Here are some appropriate phrases for this
purpose - again, based on degree of strength.
Strong agreement:
I completely agree.
I couldn't agree more.
You're absolutely right.
Normal agreement:
Exactly!
That's just how I see it.
I'm with Peter on this.
(you can use this phrase to refer to another colleague's opinion)
Partial agreement:
Well, it depends.
I agree with you up to a point, but...
(this means that you agree with some of the opinion, but not all of 
it)
I agree with you in principle, but...
(this means you agree with the opinion in theory, but not in
 practice)
Normal Disagreement:In English, saying "I disagree" can be a little too direct, and may be
considered impolite. Use one of these phrases instead, to disagree
diplomatically:
I'm afraid I disagree.
I'm not so sure about that.
I see it differently.
Yes, but...
Not necessarily.
Strong disagreement:
Finally, here are some phrases for disagreeing strongly. The words "I'm
sorry" make the phrase more polite.
I'm sorry, but I completely disagree.
I'm sorry, but I don't agree with that at all.
Settling a disagreement:
What do you do if you're in charge of a meeting and people are arguing? Use
one of these phrases to settle the disagreement and continue the meeting:
We don't seem to be getting anywhere with this, so maybe we
could discuss it further at another time.
Let's move on. I think we're going to have to agree to disagree.
Suggestions
If you'd like to make a suggestion or recommendation, you can use these
phrases. The "weaker" phrases introduce an option as a possibility. The
"stronger" phrases give more emphasis to your belief that it is a good idea.
Weak:
We could...
Why don't you/we....?
How about...?
What about...?
Strong:
I suggest...
I recommend...
We should...
Let's...
Note:
We could / Why don't we / We should / Let's are followed by the base form
of the verb:
We could invest in new technology.
How about / What about / I suggest / I recommend are followed by the -ING
form:
How about investing in new technology?
Interrupting
At times, you might want to interrupt the discussion to add a point. Here are
three polite ways to do that:
May I have a word?
Could I just say one thing?
Excuse me - sorry for interrupting, but...
Controlling the meeting
If you're controlling the meeting, you'll need these phrases to move the
discussion to the next item on the agenda:
I think we've spent enough time on this topic. Moving on...
If nobody has anything else to add, let's move on to the next
item.
We're running short on time, so let's move on.
I'd like to skip item 2 and go directly to item 3.
(This means you want to go from item 1 directly to item 3)
If you'd like to give control of the discussion to another person, you can say
this:
I'd like to hand it over to Brian, who is going to lead the next
point.
Next, Brian is going to tell us about...
Finally, it's common for discussions to go off topic - however, you can bring
the discussion back to the main point by using one of these phrases:
I'm afraid that's outside the scope of this meeting.
I think we're getting a bit off topic.
We'd better save that for another meeting.
Let's get back on track, OK?
Getting back to... [topic]
Closing
At the end of the meeting, use one of these phrases to close it:
It looks like we've covered the main items on the agenda.
That will be all for today.
If no one has anything else to add, then I think we'll wrap this
up.
You can also use a phrase similar to the ones used at the end of presentations,
such as "Let me quickly summarize the main points."
You can also set a date for the next meeting:
Our next meeting will be... / Let’s get together…
on January 29th.
on the first Monday of next month.
two weeks from today.
If the date of the next meeting is not yet scheduled, then you can say, "I'll let
you know the date of our next meeting."
Now you know all the phrases you need to participate in a meeting in
English! We covered a lot of material today, so make sure you take the quiz
to practice the vocabulary.
Quiz: Lesson 13
1) Since everyone is here, let's get _________.
A. beginning
B. moved on
C. started
2) Please _________ me in welcoming Patty, our HR director from the
London office.
A. hold
B. join
C. meet
3) What ________ everyone think about Dan's proposal?
A. does
B. has
C. is
4) Are there any other ____________ about this item before we continue?
A. comments
B. feedbacks
C. minutes
5) I ___________ believe that lowering our prices is a terrible idea.
A. urgently
B. strongly
C. very
6) From my _______ of view, the new employees are working well with our
team.
A. bit
B. place
C. point
7) To be _________, I think the downsides of that plan outweigh the benefits.
A. brief
B. direct
C. honest
8) I think you're 100% correct. I ___________ agree more.
A. couldn't
B. shouldn’t
C. wouldn’t
9) I'm not so ________ we should go ahead with this project. It just doesn't
seem like we've done enough planning.
A. agree
B. correct
C. sure
10) I have an idea - why _______ we outsource the manufacturing?
A. aren't
B. don’t
C. not
11) I suggest __________ to see if the economy improves before we take
action.
A. to wait
B. wait
C. waiting
12) We're running short on time, so let's _________.
A. take on
B. move on
C. run on
13) I'd like to ________ it over to Jackson for the discussion of the security
issue.
A. hand
B. have
C. hold
14) I think we're getting a bit ___________.
A. away-point
B. off-topic
C. out-of-focus
15) It looks like we've _________ the main items on the agenda.
A. covered
B. favored
C. showed
Check your answers
Lesson 14: Project Development and
Time Management
Today we'll be talking about project development and time management. This
vocabulary is important because all jobs require efficient use of time and
resources.
Project development contains five stages or phases:
Initiation
Planning
Execution / Implementation
Monitoring / Control
Completion
1. Initiation
Initiation is the beginning of the project. In the initiation stage, you need to
do three things:
- Set (establish) the objectives. This involves identifying the deliverables or
targets. A deliverable is an item that will result from the project, like a
product or report; and a target is a goal like a 15% increase in sales. If the
project will produce a physical item, then you'll also need to define
its specifications - the specific dimensions, materials, and features of the
product.
- Define the scope (establish limits on the area of the project). For example,
imagine you work for an advertising agency, and your project is to place ads
for a client in 10 major magazines. The scope of this project is limited to
magazines. If the client wanted to put ads in newspapers and websites as
well, this would be "outside the scope" of the original project.
- Assemble the project team (put together the group of people who will
work on the project). The leader of the project team is called the project
manager. This person is responsible for supervising the project's progress
and the work of the people on the team. It is the project manager who needs
to sign off on (approve) major changes and decisions.
2. Planning
In the planning stage, the project manager and project team develop a
detailed strategy for completing the project. In this strategy, they define
the time frame (the amount of time necessary to complete the entire project)
and timeline or schedule for finishing each part.
Key points on the project timeline are called milestones - identifying
milestones helps keep the project on schedule, especially in the case of long-
term projects (projects which take a long time to complete).
Sometimes the project planning includes identifying the critical path (the
sequence of project activities that are essential for completing the project on
time, versus non-essential activities that can be delayed without affecting the
completion date).
The planning stage also includes creating a budget - allocating money to
each part of the project. In some cases, the project team knows exactly how
much each part will cost; in other cases, they need to estimate (guess)
or project (predict) how much money will be needed. If very little money is
available, the project is operating on a tight budget (or, more informally,
a "shoestring budget").
3. Execution / Implementation
In this stage, the actual work of the project is performed. The work can be
done by the employees of a company, or alternatively by other people or
companies who are hired to do a specific task in a project.
If the workis done by employees inside the company, then the task is being
done in-house: "Our company has a great graphic designer on staff, so we do
all our design in-house."
The alternative is to outsource the work to another person/company – for
example, "We outsource our quality control. We've contracted a specialized
firm to perform regular evaluations."
At some points in the project, it may be necessary to hire a consultant - a
professional from outside the company who can provide an objective
evaluation and give advice.
4. Monitoring / Control
This stage can occur concurrently (simultaneously; at the same time) with
the execution stage, or it may occur afterwards to monitor the results of the
project or the product that was produced. The project manager receives
regular reports and updates to monitor the progress of the project.
All the people working on the project need to follow the timeline to reach
each milestone before its deadline (a deadline is a final date when it is
necessary to complete a task).
They also need to track (watch and keep records of) spending carefully in
order to avoid cost overrun - spending too much money.
5. Completion
The final stage - completion - is when the project is officially finished. There
may be an assessment (evaluation) of the project’s outcomes (results).
Sometimes this stage includes an in-depth review (an evaluation of the work
done in the past) and meetings to discuss the successes and failures of the
project.
Time Management
Using time effectively is important for both professional and personal
projects. One of the biggest tips for good time management is to make a to-
do list (a list of all the tasks you need to complete) and prioritize the
tasks (decide which ones are most important and/or most urgent).
If you want to work efficiently, you also need to
avoid procrastinating (delaying a task longer than you should). The phrasal
verb "put off" is used to describe this delay, for example:
"I really need to finish this report tonight. I've been putting it off
for two weeks, and it's due tomorrow morning!"
"Putting it off" means you've been delaying the work, and the
word "due" refers to the deadline - the report must be completed by
tomorrow morning.
Some people have a habit of leaving things till the last minute (waiting until
ust before the deadline to work on them). One expression for this period of
time just before the deadline, when you need to work very hard and there is
lots of pressure and stress, is "crunch time."
People who are good at time management often set aside time (reserve time)
to work on specific tasks. They try to minimize (reduce to a minimum)
distractions and interruptions, and they don't waste time (lose time on
activities that are not productive).
Unfortunately, sometimes unforeseen circumstances (unexpected events)
cause a delay in your work, making you fall behind schedule:
You'll then need to work faster to catch up or get back on track (get back to
the planned schedule) in order to complete the project on time (at or before
the deadline):
If you keep working extra-hard, you can even get ahead of schedule (when
your progress is at a more advanced point than the planned schedule):
If you're ahead of schedule, then you can take a break (a temporary pause in
your work).
Take the vocabulary quiz at the bottom of this lesson, and log in tomorrow
for the next lesson.
Quiz: Lesson 14
1) We're working with a _______ budget, so we need to keep expenses to a
minimum.
A. bit
B. short
C. tight
2) I like to _________ some time every month to organize the files on my
computer.
A. put off
B. set aside
C. catch up
3) We've been working for four hours straight. Let's ______ a break and meet
back here in half an hour.
A. do
B. make
C. take
4) I'm sorry, but this equipment doesn't meet the ____________. It will have
to be re-designed.
A. specifications
B. deliverables
C. stakeholders
5) According to the project _________, the electrical work should be finished
by January.
A. scope
B. timeline
C. outsource
6) If I could work from home, I wouldn't ________ so much time driving to
and from work.
A. waste
B. miss
C. lack
7) The director was thrilled that we finished everything a week _________ of
schedule.
A. ahead
B. advance
C. away
8) My biggest flaw is that I take care of easy tasks immediately, but I tend to
 _______ the big, important tasks.
A. back off
B. put off
C. stand off
9) The ________ of this project includes providing training for the client's
staff in how to use the new software.
A. budget
B. milestone
C. scope
10) We're going to _________ the manufacturing of this component because
we don't have the necessary equipment in our factory.
A. in-house
B. outsource
C. consultant
Check your answers
Lesson 15: Networking and Small Talk
“Small talk” refers to casual conversations that people have in order to pass
the time and get to know each other. It can help you develop social
connections with co-workers and business associates.
Small talk is light and easy conversation, usually about simple topics like the
weather, sports, travel, hobbies, and current events. Avoid getting too deep
into potentially controversial or personal topics like religion, politics, health
problems, romantic relationships, salary, etc.
Here are some good conversation starters:
Comment on the weather:
Beautiful day, isn't it?
It looks like it's going to rain/snow.
Sure is a hot/cold one today!
Ask about current activities/plans:
How's your day going?
What have you been up to lately?
Any plans for the weekend? / How was your weekend?
depending on whether the weekend is in the near future or the
recent past 
I'm looking for a good movie to see / book to read / restaurant. Got
any recommendations?
Mention current events:
Did you see the football game last night?
Are you following (sports competition / TV show)?
 Ex) Are you following American Idol?
Did you catch the news today?
Did you hear that/about...?
 Ex) Did you hear that the mall in Woodbury is closing?
 Ex) Did you hear about the scandal at the movie awards?
When you answer a question, give one or two additional details and/or ask a
question in return. This will provide material for continuing the conversation.
Bad example:
Any plans for the weekend?
No.
Oh. I’m planning on going to the local music festival on Saturday.
That’s interesting.
What kind of music do you like?
Jazz.
Good example:
Any plans for the weekend?
Nothing special. I’m actually hoping to catch up on some
housework. How about you?
I’m planning on going to the local music festival on Saturday.
That’s interesting – I’ve never been to that. Maybe I can make
some time to stop by.
It’s really nice – you should come in the afternoon; that’s when the
best bands are on stage. What kind of music do you like?
Jazz – especially instrumental. I once tried to learn to play the
saxophone, but I wasn’t very good at it.
Oh well. I took piano lessons when I was a kid, but it was only
because my mother made me!
Another small talk strategy is to try to find things you might have in common
with the other person – this helps establish a connection between the two of
you.
Beautiful day, isn’t it?
Sure is. I’m going to take my dog out for a walk as soon as I get
home from work.
Oh, you have a dog? Me too! Mine’s a golden retriever.
I have a German shepherd; we adopted him from an animal shelter
last year.
Did you have any issues training him? My dog’s pretty well
behaved now, but she was definitely mischievous when she was a
puppy…
“Networking” refers to interacting with other people with the goal of
exchanging information, making business connections and improving your
career.
Industry conferences and events are good places to network. There might also
be local events and meetups held specifically for networking, like a monthly
lunch for real estate agents or a regular meetup of people working in finance.
To introduce yourself to someone, you can use one of these phrases – it’s
common tosay your name and your company or the industry you work in:
I don’t think we’ve met. I’m Shayna from Espresso English.
I'm Jack Smith, of the Boston Consulting Group. And you are...?
Hi there – I'm Sarah Jones. I own several coffee shops in Atlanta.
I’m Paul; I’m an accountant at Baylor Pharmaceuticals. How
about you?
Another possibility is to join a conversation that’s already in progress – for
example, if you see a group of three people chatting, you can say, “Hi there.
Can I join you?” and they will probably welcome you in and mention the
topic of conversation.
If you’re at a conference, asking someone else’s opinion of the event is a
great way to start talking:
Are you enjoying the conference so far?
So, what did you think of that session?
That was an interesting presentation – I especially liked the
marketing strategies.
These questions and phrases can start conversations about work and help you
gather more information:
What's it like to work at [the other person’s company]?
How did you get started in that line of work?
That's an interesting field. Where did you study?
I'd love to know more about…
 Ex) I’d love to know more about how you keep your shipping costs
down.
What do you think about...?
 Ex) What do you think about the new health insurance laws?
How are things going at the company?
What kinds of things are you working on right now?
Do you have any exciting projects on the horizon?
“on the horizon” = in the future
When you want to end a conversation, you can use one of these signal
phrases:
Listen, it was nice talking to you.
Hey, it was great to meet you.
Anyway, I should let you go.
These are polite expressions that show you want to bring the conversation to
a close. If you want to contact this person again in the future, use one of these
phrases:
I'd love to talk a little more. Could I get your number / e-mail
address?
Let me know the next time you're in New York.
Maybe we could get together later.
Here's my card – feel free to get in touch anytime.
After meeting people at a networking event, it’s good to follow up – contact
them again to continue the relationship. A good way to do this is to remind
the person where you met and express that you enjoyed the conversation.
Then you can ask a question, share further information, or make a request, for
example:
Hi Tara,
It was great to meet you at the Travel Expo. I really enjoyed
hearing about your work in designing luxury trips to Asia. You
mentioned that your company is interested in expanding into
Europe, and my company has several contacts in France that might
be very useful. If you’d like to explore this further, please let me
know a day and time that you’d be available for a phone call.
Dear Dr. Jones,
It was a pleasure talking with you at the university dinner, and I
appreciate you taking the time to give me advice about my career
path. I’m very impressed by your work in particle physics, and I
would welcome the opportunity to learn more about this field.
Would you be able to meet with me sometime over the next couple
weeks?
More examples of follow-up messages: http://baab.biz/how-to-follow-up-
after-networking-events/
When you’re an English learner, networking and making small talk can feel
intimidating, and you might prefer to stay quiet. However, building
relationships is a wonderful thing for your career! You can use the phrases
and tips in this lesson to interact with confidence.
Quiz: Lesson 15
1) "Nice day, ________ it?"
"Yes - it looks like spring is finally here!"
A. aren't
B. doesn't
C. isn't
2) "So, what have you been up to __________?"
"I've been getting ready for our annual conference."
A. busily
B. lately
C. mostly
3) "Are you ___________ the World Cup?"
"No, I'm not really into soccer. Are you?"
A. catching
B. following
C. hearing
4) "I don't ___________ we've met - my name's Joanne."
A. feel
B. know
C. think
5) "Are you enjoying the conference so ________?"
A. far
B. long
C. well
6) "How did you get started in that ________ of work?"
A. lane
B. line
C. part
7) "Do you have any interesting projects on the __________?"
A. field
B. horizon
C. upcoming
8) "Anyway, I should __________ you go."
A. help
B. make
C. let
9) "Here's my card if you'd like to get in ___________."
A. talk
B. together
C. touch
10) "Would you be _________ to meet with me next week?"
A. able
B. impressed
C. welcome
Check your answers
Lesson 16: Discourse Markers – Part
1
Discourse markers are words or short phrases that help connect ideas. They
are often difficult to define or translate; instead, they show relationships
between ideas or express the speaker's attitude.
Here are three examples of discourse markers we've already studied in the
Business English Course:
Use the word "actually" to make a correction:
"I'll need to learn some Spanish for my trip to Brazil next month."
"Actually, they speak Portuguese in Brazil."
Use the word "now" to make a transition to a new topic.
"...and that's the final step in the manufacturing process. Now I'd like to
show you some potential uses for our product..."
Use the phrase "to be honest" to introduce a potentially negative/critical
opinion:
"To be honest, I don't really like the bright red packaging. I think we
should use a more conservative color."
Mastering the use of discourse markers is one thing that will help your
English sound more like a native speaker's - so this is the first of a two-part
lesson that will teach you some common discourse markers in spoken and
written English.
In this lesson, you're going to see examples of 12 discourse markers in short
dialogues, and try to guess their function based on the context. Tomorrow,
you'll learn 40 more discourse markers with more details about their use.
Because there isn't enough space on the video screen to display the dialogues
together with the possible answers, you'll need to scroll down and take this
lesson in text form. Read the conversations, write your answers on a piece of
paper, and then scroll down further to see the correct answers with
explanations.
#1 - Be that as it may
"I'm sorry, but I can't approve this order for 50 new computers. We're trying
to cut costs."
"But we really need them - some of our staff members are working on seven-
year-old computers, and it slows their work down considerably."
"Yes, well, be that as it may, our department's budget simply doesn't allow
for the purchase of any new equipment this year."
Use "be that as it may" to...
a) acknowledge that the other person's point is true, but express that it
doesn't change your opinion
b) make bad news easier for the other person to accept
c) imply that you'll think about the other person's request, and you
might change your mind later
#2 - believe it or not
"Before we prepare our advertising budget for the next quarter, I'd like to take
a look at last month's sales numbers. Jack, can you fill us in?"
"Believe it or not, our newest product isn't selling very well. Statistics show
that far more customers are buying the older products."
"Really? Wow. In that case, maybe we should change our marketing
strategy..."
Use "believe it or not"...
a) to convince the other person to believe in what you are going to say
b) to imply that the information is not true or not reliable
c) to introduce information that may be surprising
#3 - furthermore
"We have three main candidates for the job in our call center. What do you
think about Nancy?"
"She made a great impression in her interview, and she seems to have good
communication skills. Furthermore, she has some previous telemarketing
experience. I think she's the best candidate for the job."
Use "furthermore"...
a) to express a logical result of the previous fact
b) to give an additional fact
c) to make a strong recommendation
#4 - speaking of 
"Has that order for 1,000 DVDs been shipped to the university yet?"
"No, because we're still waiting on the final payment. They said it would take
a couple of days for the funds to be transferred to our account.""OK. Oh, speaking of payments, I wanted to talk to you about possibly
changing the credit card processor we use on our website..."
Use "speaking of" to...
a) talk about potential changes
b) introduce a new, related topic of conversation
c) say that you want to continue talking about this topic later
#5 - in the meantime
"I tried to send you the file, but my e-mail bounced back with an error
message."
"That's because they're doing some maintenance on our web server - you can
use my personal e-mail address in the meantime."
"In the meantime" means...
a) immediately
b) the time from a past moment until now
c) the time while something else is happening
#6 - I suppose so
"I heard that the new company policy is going to permit more employees to
work from home. Are you sure that's a good idea?"
"Seems like it. Statistics show that when employees are given flexible
schedules, they actually become more productive - and you have to admit that
it'll make the staff a lot happier to have the option of working from home."
"I suppose so - but I still think the employees will need to be carefully
supervised to make sure they're doing their work."
Use "I suppose so" to express...
a) emphasis on a particular point
b) polite disagreement
c) reluctant agreement
#7 - on the whole
"Now that we're two months into our partnership with HGC Industries, I'd
like to hear your opinions on how things are going. Tina?"
"We've had a few minor miscommunications with staff members at HGC, but
we were able to resolve them quickly. On the whole, I'd say things are
running pretty smoothly."
"On the whole" means...
a) in general
b) in my opinion
c) inside the company
#8 - frankly
"We need to get a financial analyst on our project development team. What
do you think about asking Paul to join us?"
"Frankly, I don't think Paul is the best person for this project. We need to
work fast, and although Paul's work is very accurate, he tends to miss
deadlines."
Start a sentence with "frankly" to...
a) disagree with the other person
b) introduce a negative/critical opinion
c) introduce information that must be kept secret
#9 - in short
"Did you visit the factory in Manila? How was it?"
"The equipment is outdated, the alarm system doesn't work, toxic chemicals
are not properly stored, and the operators don't always use personal safety
equipment. In short - working conditions are extremely dangerous."
Use the phrase "in short" to give...
a) an example
b) a small detail
c) a summary
#10 - instead
"You don't think we should do a Christmas sale?"
"No, because everyone's so busy in the days before Christmas that they won't
be paying attention to our sale. Let's do a New Year's promotion instead."
At the end of a phrase, "instead" means...
a) as an alternative
b) at the same time
c) in addition
#11 - harder and harder
"Why are you proposing such a large increase in our advertising budget?"
"Well, we have more competitors than we did five years ago, and the market
for our products is pretty small - so it's getting harder and harder to acquire
new customers."
Why is the word "harder" repeated?
a) because the other person didn't hear it
b) because the situation is getting worse
c) for emphasis
#12 - then again
"The director would like to eliminate our printed newsletter and send
customers our updates only by e-mail. Karen, what do you think?"
"I'm not so sure it's a good idea. Customers have given us great feedback on
the printed newsletter, and not everyone checks their e-mail regularly. Then
again, switching to e-mail only would save us a lot of money on printing and
mailing costs."
Start a sentence with "then again" to...
a) introduce a contrasting idea
b) introduce the most important idea
c) repeat an idea that was previously mentioned
Answers
1. a)
Use "be that as it may" to acknowledge that the other person’s point is true,
but express that it doesn’t change your opinion
This phrase means that you are understanding the other person's view as true
and valid, but you believe your opinion is still correct. This phrase is used at
the beginning of the sentence, not at the end:
"We need new computers."
"Be that as it may, we don't have enough money to buy them."
"We don't have enough money to buy them, be that as it may."
2. c)
"Believe it or not" is used to introduce information that is true, but that may
be surprising, unexpected, or difficult to believe. You can use "believe it or
not" at the beginning or at the end of a sentence.
• Believe it or not, giving employees more time off increases their
overall productivity.
3. b)
"Furthermore" is used to add an additional fact. Other ways to say this in
English are "in addition," "moreover," and "plus."
"She has great communication skills. Plus, she has some previous
experience."
4. b)
"Speaking of _______" is used to connect the previous or current
conversation to a new topic you want to talk about. It is usually connected by
a single word.
For example, imagine you're chatting with your co-workers about a good
Italian restaurant in the neighborhood. You could then say "Speaking of 
Italy, I'm going there next year for a conference..." and then the conversation
would turn to your trip and the conference.
5. c)
"In the meantime" refers to the time while something else is happening, for
example, if you and your husband or wife are cleaning up after dinner, you
could say:
"I'll wash the dishes. In the meantime, you can put the leftovers in the
fridge."
This means that the two activities (washing the dishes and putting the leftover
food into the refrigerator) will happen at the same time. You can express the
same idea with the word "while":
"While I wash the dishes, you can put the leftovers in the fridge."
"In the meantime" is frequently used to talk about the time between now and
a future moment, when you need to wait for something to happen in the
future:
"We're early - the meeting doesn't start for another 15 minutes. In the
meantime, I'm going to get a cup of coffee."
= While I am waiting for the meeting to start, I'm going to get coffee.
6. c)
You can say "I suppose so" when the other person says something you agree
with, but you agree reluctantly - that is, you don't really want to agree, but
you have to admit the other person is right.
Use "I suppose so" in response to a positive statement and "I suppose not" in
response to a negative statement:
"This is a really good idea."
"I suppose so."
"Don't worry, it's not dangerous."
"I suppose not."
You can also use "I suppose you're right" to agree reluctantly with a positive
or a negative statement.
7. a)
"On the whole" means "in general" - although there may be some specific
exceptions.
8. b)
"Frankly" is like "honestly" or "to be honest" - it is used to express your
honest opinion, when your honest opinion might be negative, critical, or
unpopular.
9. c)
"In short" introduces a summary of the situation. It is often used after giving
some description (as in the example) and then coming to a general conclusion
that summarizes all the details given. Here's another example:
“Bob is smart, funny, successful, and romantic - in short, he's the
perfect boyfriend."
10. a)
The word "instead" means "as an alternative" or "in place of." It can be used
at the end of a sentence, as in the example:
"Let's not do a Christmas sale. Let's do a New Year's promotion
instead."
It can also be used in the middle of a sentence, with "of":
"Let's do a New Year's promotion instead of a Christmas sale."
11. c)
Comparative adjectives (like harder, bigger, more difficult, etc.) can be
repeated to emphasize the increasing progress of a change (it can be a
positive or negative change):
"This problem is getting bigger and bigger."
"It's getting more and more difficult to find clients."
"Women are having fewer and fewer children."
12. a)
"Then again" is used to introduce a contrasting idea - when you are going to
say a point that contradicts the previous point. It is often used, as in the
example,when you are debating the advantages and disadvantages of
something, and you are considering various ideas before coming to a final
conclusion.
You've finished Lesson 16! Come back tomorrow for the continuation of our
lesson on discourse markers.
Lesson 17: Discourse Markers – Part
2
As you learned in the last lesson, discourse markers are linking words that
show relationships between ideas or express the speaker's attitude.
Today we're going to go into much more detail on how to use them in
sentences - since many students know the words, but make mistakes with the
word order or sentence formation.
I've organized the discourse markers into 4 categories:
comparing / contrasting
cause / effect
generalizing, specifying, and emphasizing
expressing attitude
1. Comparing and Contrasting
To compare two things, use these words:
similarly
likewise
as
Similarly and likewise are often used to start a sentence:
Our sales in Asia are excellent. Similarly, the market in the
Middle East has shown strong growth.
As is used in the middle of the sentence:
The employees in the call center need better training, as do the
members of the sales team.
To make a contrast, use these words:
however
whereas
unlike
differently from
However is usually used at the beginning of a sentence:
We lost money in December. However, we made record sales in
January.
Whereas is used in the middle:
We lost money in December, whereas we made record sales in
January.
Both however and whereas are followed by a subject + verb:
however, we made...
whereas we made...
The words unlike and differently from are followed directly by a noun.
We lost money in December - unlike January, when we made
record sales.
We lost money in December - differently from January, when we
made record sales.
2. Cause and effect
To introduce a cause, use:
Due to / owing to (most formal)
Because / because of
Since (most informal)
Due to, owing to, and because of  are followed by a noun:
The product was discontinued [due to / owing to / because
of] technical problems.
Because and since are followed by a subject + verb:
The product was discontinued [because / since] it had technical
problems.
To introduce an effect, use:
Therefore
Consequently
As a result
So (less formal)
Use therefore and consequently at the beginning of a sentence:
The product had technical problems. Therefore, / Consequently,
it was discontinued.
As a result can be used at the beginning or end of the sentence:
The product had technical problems. As a result, it was
discontinued.
The product had technical problems. It was discontinued as a
result.
Finally, so is used in the middle of a sentence, immediately before the
effect/result.
The product had technical problems, so it was discontinued.
3. Generalizing, Specifying, and Emphasizing
Use these phrases to generalize:
In general
On the whole
As a rule
Overall
For the most part
They can go at the beginning or at the end of a sentence:
For the most part, this company has a pleasant working
environment.
This company has a pleasant working environment, for the most
part.
When you want to summarize a lot of general information into a basic fact,
use these expressions:
Essentially
Basically
In short
These usually appear at the beginning of a sentence:
Basically, the project was a failure.
(this implies that there are many details about the situation, but 
the most important conclusion is that the project failed)
To give a specific example, use:
For example
For instance
such as
like (informal)
For example and for instance usually go at the beginning or end of a
sentence:
He has many good qualities. For example, he is dedicated and
honest.
This packaging should be a brighter color – orange, for instance.
Such as and like go in the middle of a sentence and are followed by a noun:
He has many good qualities, such as his dedication and honesty.
This packaging should be a brighter color – like orange.
Finally, to give special importance to one example, use:
Especially
In particular
Especially functions as an adverb, so it often goes before an adjective:
There are many opportunities in South America. Brazil has
an especially strong economy.
In particular often goes before or after the object you are describing:
There are lots of opportunities in South America. In
particular, Brazil has a strong economy.
4. Expressing attitude
The discourse markers are perhaps the most interesting, because they add a
subtle layer of extra meaning to the sentence.
Compare these two sentences:
"It's quiet in this office."
"It's oddly quiet in this office."
The first statement is a simple fact, with no attitude. But in the second
sentence, the addition of the word "oddly" shows that the speaker thinks the
silence is unusual or surprising.
Let's begin with discourse markers that introduce a positive fact that the
speaker thinks is good:
Fortunately,
Luckily,
Happily,
For example:
Fortunately, we've acquired 100 new clients this month.
To introduce something negative that the speaker thinks is bad, just use the
opposites:
Unfortunately,
Unluckily,
Sadly,
For example:
Sadly, we had to lay off 20 staff members due to budget
constraints.
To introduce something unusual or out of the ordinary, use these words:
curiously
surprisingly
strangely
oddly
These words can start a sentence:
Surprisingly, very few of our customers complained about the
delay.
Or they can be placed before an adjective:
The number of accidents was surprisingly high last year.
Another way to indicate attitude is to express the level of certainty.
If you are certain that what you are saying is true, include one of these words:
Obviously
Clearly
Undeniably
Unquestionably
Definitely
For example:
Our competitor has clearly stolen the design for our newest
product. Their product is almost identical to ours!
If you are not certain or if you have some doubt, include one of these words:
Apparently
(for something that appears to be true)
Presumably
(for something that you assume to be true)
Reportedly / Allegedly / Supposedly
(for something that other people are saying is true)
Finally, we have the discourse markers used to introduce an opinion that you
believe is true, but that other people might not like to hear:
Frankly
Honestly
To be honest
Personally, I think…
I'm sorry, but…
For example:
Honestly, this new policy won’t be good for the company.
Personally, I think it’s a mistake to invest in new equipment right
now.
Another way to make a criticism "softer" or easier for the other person to
accept is by using the words:
rather (more formal)
a bit
kind of / sort of (more informal)
For example:
Frankly, that supplier has been rather unreliable in the past.
I found this report a bit too complicated – can we simplify it?
Our employees are kind of upset about this deadline.
Homework: Choose 5 expressions from this lesson and use them each in a
sentence. Try to make the sentences true or applicable to your life. Send them
to me at: homework@espressoenglish.net
Lesson 18: Negotiation and Contracts
Negotiation is the ability to communicate with different people (who have
different interests) with the goal of finding a win-win situation: a solution
that benefits everyone. Having good negotiation skills is important for
resolving conflicts and reconciling differences of interest in business, politics,
and everyday life.
The different groups with different interests in a negotiation are called
the sides or parties. To begin the negotiation, one party makes an offer or
a proposal - that's the initial idea for the resolution of the problem. The other
party can then respond by making a counter-offer or counter-proposal - a
different idea for the solution - and the discussion progresses.
To reach an agreement, both sides in a negotiation will need
to compromise or make concessions - this means adjusting their
requirements to be more compatible with the other side's interests. The
parties will need to make trade-offs - exchange onething in return for
another.
One party may also "toss in" or "throw in" some bonuses in order
to sweeten the deal (make the proposed agreement better or more attractive
to the other side). However, some points may be considered non-negotiable -
this means they are not flexible and cannot be changed.
Because negotiations are often complex, they may need to be done in
several rounds (sessions). If the negotiation reaches a point where it is
stopped and the sides cannot agree, it is said that the negotiation
is deadlocked or the negotiation has reached an impasse.
In this case, it can be good to bring in a mediator - that's a neutral third party
who can help the parties come to an agreement. When a negotiation was
stopped for some time and then suddenly makes progress, we say there was
a breakthrough in the negotiation.
However, if the negotiation fails and the parties abandon efforts to find a
solution, then we say there was a breakdown in the negotiation. If one party
insists on a condition that the other party absolutely cannot accept, that point
is called a "deal breaker" because it prevents a deal (agreement) from being
made.
Phrases for Negotiating
Now that you know some general negotiation vocabulary, let's look at some
specific phrases. In all of these phrases, the word "we" is used because you
are probably speaking on behalf of  (representing) a company or group. If it's
an individual negotiation, just change "we" to "I."
To make a proposal, you can say:
We propose...
We would like to...
These expressions are more polite and more diplomatic than saying "We
want."
To respond to a proposal, you can use these phrases:
Regarding your proposal, our position is...
As far as your proposal is concerned, we think that...
If you'd like to make a counter-proposal, say this:
May we offer an alternative?
We have something a little different in mind.
From our perspective, a better solution is...
During a negotiation, you will probably need to make concessions. You can
introduce a concession like this:
We would be willing to ...
We'd be prepared to...
Sometimes you want to offer the concession with a condition - that means,
you will do it IF the other side does something in return. Add these three
phrases to your concession in order to make it clear that there is a condition:
if...
as long as...
provided that...
For example:
We'd be prepared to increase our offer if you give us a ten-year
guarantee.
We would be willing to sell you the property as long as full
payment is made within one year.
We would be willing to split the profits with you provided
that we retain ownership of the product's patent.
If the other party expresses doubts, you can use these phrases to reassure
them:
Let me assure you that...
I can promise you that...
Have no doubts that we will...
When the other side makes a proposal and you need to say "no," it's
important to do it politely to preserve a good relationship with the other
party. Here are two ways to say "no" in negotiations:
(weak): I'm afraid that doesn't work for us.
(strong): I'm afraid that's completely out of the question.
Both of these phrases are polite, but the second phrase is stronger because the
expression "completely out of the question" means "completely
unacceptable"; it is something you will not even consider.
If you need to delay the negotiation before giving an immediate response, use
these phrases:
We'd like to consult with our colleagues/lawyer/supervisor
about this.
We'd like to discuss this amongst ourselves before giving our
answer.
Let's meet again once we've had some time to think.
Finally, here are some expressions used to "close the deal" - that means
accept and finalize the agreement:
That's acceptable to us.
I believe we have an agreement.
(informal): You've got a deal!
(informal): Let's shake on it.
Let's get this in writing.
The expression "let's shake on it" means to shake hands, because this is a
common way to confirm an agreement. The phrase "let's get this in writing"
means to put the verbal (spoken) agreement into an official contract or
letter.
Contracts
Contracts are often divided into articles or clauses (the sections of a contract)
explaining the terms (conditions and requirements). They may also contain
an appendix (extra supporting information added to the end of the contract).
When a person writes their name at the end of a contract, this is
called signing the contract:
As soon as it is signed, the contract goes into effect - that means it becomes
legally valid and applicable. Another way to say this is that the contract
is legally binding, meaning that the parties are obligated to do what it says.
If one party does something that goes against the terms of the contract, this is
called a breach of the contract. In some situations, the contract may
be terminated (canceled). However, if the parties do everything the contract
says, then they have fulfilled (completed) the contract.
You've finished Lesson 18! Take the quiz to review the vocabulary and
phrases, and log in tomorrow for the next lesson.
Quiz: Lesson 18
1) After completing the negotiations, both parties _________ a
confidentiality agreement.
A. firmed
B. signed
C. effected
2) These negotiations are going to be very difficult, because the other side
refuses to make any ___________.
A. concerns
B. solutions
C. concessions
3) I'm afraid that's completely out of the __________. We are not willing to
consider changing the location of our headquarters.
A. question
B. round
C. proposal
4) The parties reached an agreement after more than twenty ________ of
negotiations.
A. rounds
B. offers
C. deals
5) The engineer committed a _________ of the contract by failing to do
performance tests on the equipment as was agreed.
A. clause
B. term
C. breach
6) We've considered your proposal - may we offer an __________?
A. effect
B. alternative
C. interest
7) I believe we have an agreement! Let's get this in _________.
A. paper
B. writing
C. text
8) We would be ________ to provide training for all your employees in using
the new system.
A. available
B. willing
C. offer
9) Let me assure you that we have _________ every single one of our
contracts with previous suppliers.
A. fulfilled
B. breakthrough
C. compromised
10) Negotiations for the sale of the company appear to be __________ -
maybe it's time to bring in a mediator.
A. traded off
B. deadlocked
C. deal breaker
Check your answers
Lesson 19: Business Idioms – Part 2
Today's lesson will teach you 12 more idioms related to business. Let me
remind you of the steps for our idioms lessons:
1. Look at the example of the idiom in context
2. Guess the meaning of the idiom
3. Wait for the correct answer and explanation
Again, this method helps you think actively about the expressions and learn
to figure them out from the context.
Ready? Let’s begin!
Idiom 1
"I'm working late today because I want to tie up some loose ends before the
weekend."
a) finish things completely
b) make decisions
c) secure sensitive information
Idiom 2
"No progress has been made because the managers are at loggerheads over
the best way to continue the project."
a) ignoring the problem
b) in conflict
c) working too slowly
Idiom 3
"Please do your research carefully; we need to cover all the bases to make
sure we don't violate any laws."
a) deal with every aspect of a situation
b) have lots of documentation
c) hide facts from an investigation
Idiom 4
"The decrease in manufacturing means there are fewer jobs available
for blue-collar workers."
a) does manual labor
b) wears a suit
c) works on a contract basis
Idiom 5
"When a flaw was discovered in the building plans, the project supervisor
tried to pass the buck to the engineers."
a) pass responsibility to someone else
b) to pay someone to fix something
c) to work closely with someone
Idiom 6
"The company is having financial problems. It’s a safe bet that some of the
staff will be let go – that’s what always happens."
a) it’s a smart idea
b)it’s certain to happen
c) it will reduce costs
Idiom 7
"Although our customers occasionally buy clothing, jewelry is the real cash
cow."
a) something expensive
b) a regularly repeating expense
c) a very profitable product or service
Idiom 8
"I'm really under the gun right now - I have five projects due in three days."
a) in danger of losing your job
b) out of favor with the boss
c) under a lot of pressure
Idiom 9
"How much did our expenses increase last month? No need to look it up, just
give me a ballpark figure."
a) an estimate
b) an exact number
c) a prediction
Idiom 10
"I wasn't happy with the work of that subcontractor. He has the tendency
to cut corners."
a) do something in a cheaper or easier way (but with less quality)
b) eliminate all your competitors
c) fail to appear for appointments
Idiom 11
"I have 15 publications to review by the end of the day. I have my work cut
out for me!"
a) I have a large/difficult task to do
b) I have no one to help me
c) I have to work longer than normal hours
Idiom 12
"Remember that this is a ten-year strategic development plan, so you can't
expect to see results right off the bat."
a) in practice
b) immediately
c) in the future
Answers and Explanations
1. tie up some loose ends
a) finish things completely
The expression "loose ends" means unfinished tasks or unresolved details. It
comes from the fact that a rope with loose ends is not finished; not complete.
So to "tie up loose ends" is to complete those unfinished tasks or details.
Another way to say this is "take care of loose ends."
2. at loggerheads
b) in conflict
The word "loggerhead" refers to a type of tool from the 17th century. It was
made of metal, and it could be used as a weapon. This is what probably gave
origin to the expression at loggerheads meaning "in conflict."
You can be at loggerheads with [someone] or at loggerheads over [an issue].
3. cover all the bases
a) deal with every aspect of a situation
This idiom comes from baseball, where the four corners in the field are called
"bases." If a player is "covering" the base, it means he is guarding or
protecting it. When the team is "covering all the bases," it means they are
taking all the action necessary in the situation, with no weak points.
4. blue-collar workers
a) a worker who does manual labor
Blue-collar workers are people who work in jobs that involve manual
(physical) labor, such as manufacturing, mining, construction, mechanical
work, and maintenance and repair. This is in contrast to white-collar workers,
who work in office and administrative jobs.
The origin of this idiom is the fact that in the past, it was typical for manual
laborers to wear a blue uniform, and for office workers to wear a white shirt.
5. pass the buck
a) to pass responsibility to someone
Today, this expression is usually used with a negative connotation - like a
person trying to avoid taking responsibility for a problem by shifting the
blame to someone else.
6. It's a safe bet
b) it's certain to happen
If you "bet" on something (like the outcome of a sports game), it means you
put your money at risk - if the outcome is different from what you expected,
you lose the money. The expressions "a safe bet" and "a sure bet" refer to
something that you are very certain will definitely happen.
7. cash cow
c) a very profitable product or service
A "cash cow" is a product or service with a high profit margin - that means
that the money it earns for the company is much greater than the money it
costs to provide it. This expression originated when British soldiers in India
saw Hindus offering money (in the form of sacred cows) to the temple gods.
8. under the gun
c) under a lot of pressure
When robbers want to pressure someone to give them money, they threaten
the person with a gun: "Hand over the cash fast or else I'll shoot you!" This is
how the expression "under the gun" came to be used for high-pressure
situations in general - especially when you have a lot of work to do in very
little time.
9. ballpark figure
a) an estimate
This is another idiom from baseball - the ballpark is the area where the game
is played. If the ball is inside the ballpark, then it is in play; it is in the right
area. (If the ball goes outside the ballpark, it is out of play or out of bounds).
A ballpark figure is an estimate that is "in the right area," it is approximately
correct.
10. cut corners
a) do something in a cheaper or easier way (but with less quality)
If you are driving and you need to go around the corner of a road, but you
"cut" across instead, you will arrive faster. However, you might hit some
things or do damage to your car, because you are off the established road.
This expression therefore has a negative connotation, because "cutting
corners" in your work means finding a "shortcut" to do it faster or cheaper,
but the quality of the work is not as good as if it had been done perfectly
correctly.
11. I have my work cut out for me
a) I have a large/difficult task to do
This is an informal expression to be used when you are facing a task that will
not be easy or quick.
12. right off the bat
b) immediately
Yet another baseball idiom! It references the ball coming off the bat
immediately after being hit.
Quiz: Lesson 19
Choose the best idiom to complete each sentence in the dialogue below.
ballpark figure cut corners sure bet
cash cow pass the buck tie up the loose
cover all the bases right off the bat under the gun
work cut out fo
Barbara: How many toy sales did we make last summer? Give me
(1)______________________.
Eric: About $5 million dollars' worth. Most of it was from the Spiderman
action figure - that was our (2)______________________.
Barbara: Toys based on movies always sell well. They're a
(3)______________________. We should do it again this year - there's a new
Superman movie coming out.
Eric: We don't have the rights to that character. If we want to get the license
before the movie comes out, I'll have my (4)______________________,
because there's not much time.
Barbara: You just get the contract in place, and don't worry about the rest. I
can (5)______________________.
Eric: I'd like to work with a different lawyer, though - not Jim. Last year we
almost lost the contract and he tried to (6)______________________ to his
assistant. He blamed her for not proofreading the documents.
Barbara: I'm not surprised. We only used Jim because he's the CEO's cousin,
and I knew (7)______________________ that he would cause problems.
Eric: I also noticed that he tends to (8)______________________ when
running out of time on a project. His research wasn't very thorough.
Barbara: We'll to find a lawyer who works better while
(9)______________________, since this year's timeline is even tighter.
Eric: Let's make a to-do list so that we (10)______________________ - we
don't want to forget anything.
Check your answers
Progress Test 2
1) A number of our products have been used by celebrities - _____________,
Madonna has been photographed with one of our purses.
A. as a rule
B. for instance
C. essentially
2) After months of negotiations, we finally had a ___________ and the
contract was signed.
A. breakthrough
B. concession
C. deadlock
3) Dear Mr. Jones,
This letter is in ___________ to your invoice of February 23.
A. conversation
B. interest
C. response
4) I'll need to ___________ with my lawyer before making any
commitments.
A. conspire
B. consult
C. comply
5) “Hi. Can I __________ you?”
“Sure - have a seat!”
A. join
B. enjoy
C. meet
6) Don't __________. This analysis needs to be perfect.
A. cover any bases
B. cut any corners
C. have your work cut out
7) Due to bad weather conditions, construction on the new apartment
complex is running ________ schedule.
A. after
B. back
C. behind
8) From our ______________, a better solution is to let customers prepay for
the books and ship them after they are published.
A. alternative
B. counter-proposal
C. perspective
9) I agree with youin _____________, but that plan is simply not cost-
effective enough to be practical.
A. particular
B. possibility
C. principle
10) I do my best work early in the morning, _____________ my partner
prefers to work late into the night.
A. due to
B. likewise
C. whereas
11) _________ again, we thank you for your continued business.
A. Best
B. Once
C. Regards
12) Hey Cathy. How's your day ___________?
A. being
B. doing
C. going
13) If our partner in China doesn't send us the necessary information soon,
we won't be able to finish this project before the ___________.
A. crunch time
B. deadline
C. timeline
14) Thank you for your consideration.
 ____________,
Brian Howard
A. Honestly,
B. Kindly,
C. Sincerely,
15) ___________ is a cold one today! I think my toes are frozen.
A. Looks
B. Now
C. Sure
16) I'm ____________ that this is the best opportunity for our company to
move forward.
A. convinced
B. experienced
C. motivated
17) I ___________ to inform you that your loan application has been denied.
A. pleased
B. regret
C. unfortunately
18) Investing in mutual funds is less lucrative - but ____________, it's more
stable.
A. in the meantime
B. then again
C. on the contrary
19) It's definitely time to expand our restaurant. The dining area is too
crowded, and there's always a wait during both the lunch and dinner hours.
 __________, the customers are starting to complain.
A. Furthermore
B. Speaking of
C. I suppose
20) I am writing to ___________ about job openings at your company. Please
let me know if you have any positions available.
A. confirm
B. inquire
C. request
21) I've called this meeting in order to _________ some decisions about next
year's budget.
A. do
B. make
C. have
22) Let's get this discussion ___________, everyone. I want to keep the focus
on our objectives.
A. back on track
B. off-topic
C. wrapped up
23) Here's my phone number - feel ________ to call if you'd like to chat a
little more.
A. free
B. good
C. time
24) _____________, the managers at this company let the employees work
pretty independently.
A. Be that as it may
B. On the whole
C. However
25) Our company has wasted months on unsuccessful advertising campaigns
- and ____________, our competitors have been developing promising new
products.
A. in the meantime
B. as a rule
C. similarly
26) Our financial records are going to be audited this year, so let's make sure
there are no __________.
A. cash cows
B. loggerheads
C. loose ends
27) Our operations in Colombia have been delayed _____________ the
complicated bureaucracy there.
A. because of
B. overall
C. such as
28) ___________, our best-performing manufacturer has just gone bankrupt.
A. Especially
B. Luckily
C. Sadly
29) That will be __________ for today. Our next meeting will be on
Thursday afternoon.
A. all
B. every
C. final
30) We are _____________ to inform you that you have received a
scholarship.
A. announce
B. delighted
C. expressed
31) The _________ opening date of the new processing plant will be in 2025.
A. budgeted
B. projected
C. prioritized
32) Biotech is a fascinating ____________. How did you get into that?
A. camp
B. field
C. road
33) Their initial ___________ to sell the building for $4 million is much too
high. We'll need to negotiate the price down.
A. offer
B. trade-off
C. win-win
34) Did you _________ that Dunkin Donuts is offering free coffee
tomorrow?
A. hear
B. listen
C. plan
35) There are only a few weeks left before the event, so the entire organizing
team is ____________.
A. blue-collar workers
B. right off the bat
C. under the gun
36) These new keyboards are ____________ better for your hands and wrists,
but I'm not convinced there's much of a difference.but I'm not convinced there's much of a difference.
A. franklyA. frankly
B. supposedlyB. supposedly
C. undeniablyC. undeniably
37) Let me __________ you that we will give you as much help as you need37) Let me __________ you that we will give you as much help as you need
to implement the new system.to implement the new system.
A. assureA. assure
B. ensureB. ensure
C. insureC. insure
38) Unfortunately, there was a breakdown in negotiations and we were38) Unfortunately, there was a breakdown in negotiations and we were
unable to _________ the deal with the supplier.unable to _________ the deal with the supplier.
A. closeA. close
B. finishB. finish
C. shakeC. shake
39) You went to Duke University? Me ________! When did you graduate?39) You went to Duke University? Me ________! When did you graduate?
A. alsoA. also
B. B. as as wellwell
C. tooC. too
40) We reached 40) We reached a major ___________ a major ___________ in the process in the process this week - this week - ourour
environmental permit was finally approved by the government.environmental permit was finally approved by the government.
A. estimateA. estimate
B. milestoneB. milestone
C. reportC. report
41) We transport our products by train __________ by truck because it's41) We transport our products by train __________ by truck because it's
more energy-efficient.more energy-efficient.
A. A. in in shortshort
B. B. instead instead ofof
C. C. on on the the wholewhole
42) Listen, it was _________ talking to you.42) Listen, it was _________ talking to you.
A. fineA. fine
B. niceB. nice
C. sweetC. sweet
43) Wearing professional clothing to job interviews makes a good impression43) Wearing professional clothing to job interviews makes a good impression
 _______________. _______________.
A. A. passing passing the the buckbuck
B. B. right right off off the the batbat
C. C. to to cover cover all all the the basesbases
44) You can work from home as _________ as you send me a detailed report44) You can work from home as _________ as you send me a detailed report
of your working hours each week.of your working hours each week.
A. longA. long
B. soonB. soon
C. wellC. well
45) Thanks for your analysis, Rachel. Jim, is there anything you'd like to45) Thanks for your analysis, Rachel. Jim, is there anything you'd like to
 __________? __________?
A. addA. add
B. giveB. give
C.C. inputinput
Check your answersCheck your answers
Lesson 21: Management and HR Lesson 21: Management and HR 
ManagementManagement
AA managermanager supervises a group or team of people. The employees “under” thesupervises a group or team of people. The employees “under” the
manager are called the manager’smanager are called the manager’s subordinates,subordinates, and theyand they report toreport to thethe
manager – meaning they are under his/her supervision.manager – meaning they are under his/her supervision.
Managers are often responsible for organizing projects andManagers are often responsible for organizing projects and assigning tasksassigning tasks
to their subordinates (giving them things to do). They monitor progress andto their subordinates (giving them things to do). They monitor progress and
hold people accountablehold people accountable for getting the work done – that means thefor getting the work done – that means the
managers make sure their subordinates are fulfilling their responsibilities.managers make sure their subordinates are fulfilling their responsibilities.
Sometimes the team members will encounter a situation that they need toSometimes the team members will encounter a situation that they need to runrun
byby the manager – present it to the manager in order to get his/herthe manager – present it to the manager in order to get his/her inputinput
(opinion, advice, perspective) or approval. If a manager(opinion, advice, perspective) or approval. If a manager signs off onsigns off on a a
project, it means he/she gives official approval. If a managerproject, it means he/she gives official approval. If a manager gives the greengives the green
light,light, it means he/she gives permission to continue or go ahead with theit means he/she gives permission to continue or go ahead with the
proposed actions.proposed actions.
There are different styles of management. Some managers aremoreThere are different styles of management. Some managers are more
controlling,controlling, meaning they want their subordinates to domeaning they want their subordinates to do exactlyexactly what theywhat they
command. There are also managers whocommand. There are also managers who micromanage –micromanage – they try to controlthey try to control
every tiny detail of their subordinates’ work. These kinds of managers tend toevery tiny detail of their subordinates’ work. These kinds of managers tend to
imposeimpose (force; establish as obligatory) their own perspectives on the work.(force; establish as obligatory) their own perspectives on the work.
Other managers are moreOther managers are more hands-off –hands-off – they interfere as little as possible inthey interfere as little as possible in
their subordinates’ work, andtheir subordinates’ work, and give latitudegive latitude (give freedom) for the employees(give freedom) for the employees
to make their own decisions. Managers with this leadership style often ask forto make their own decisions. Managers with this leadership style often ask for
feedbackfeedback (comments, opinions) from their subordinates, and prefer for the(comments, opinions) from their subordinates, and prefer for the
team to come to ateam to come to a consensusconsensus (general agreement) about what should be done.(general agreement) about what should be done.
Some managers tend to beSome managers tend to be distantdistant oror remote,remote, meaning they are notmeaning they are not
especially friendly and it’s hard to get close to them. Others areespecially friendly and it’s hard to get close to them. Others are openopen oror
approachable,approachable, meaning they welcome interactions with others.meaning they welcome interactions with others.
One of a manager’s responsibilities is to doOne of a manager’s responsibilities is to do performance reviews,performance reviews,
evaluations of an employee’s work, skills, and attitude on the job. It can alsoevaluations of an employee’s work, skills, and attitude on the job. It can also
be called abe called a performance evaluationperformance evaluation or or performance appraisalperformance appraisal. These are. These are
usually doneusually done annuallyannually (once per year).(once per year).
Here are some positive and negative expressions that can be used to remarkHere are some positive and negative expressions that can be used to remark
on an employee’s performance:on an employee’s performance:
Positive expressions:Positive expressions:
stays up-to-date with developments in the fieldstays up-to-date with developments in the field
= the employee keeps his/her knowledge of the area current = the employee keeps his/her knowledge of the area current 
is conscientious and detail-orientedis conscientious and detail-oriented
= the employee pays careful attention to every detail= the employee pays careful attention to every detail
shows great initiative and is quite resourcefulshows great initiative and is quite resourceful
= the employee takes action and is creative in using resources= the employee takes action and is creative in using resources
is very versatile and has a positive outlookis very versatile and has a positive outlook
= the employee is capable of doing many different things well, and= the employee is capable of doing many different things well, and
has a good attitudehas a good attitude
is disciplined and punctualis disciplined and punctual
= the employee follows the rules, controls his/her own behavior,= the employee follows the rules, controls his/her own behavior,
and is on timeand is on time
is an excellent team playeris an excellent team player
= the employee works well in a group= the employee works well in a group
is driven to succeed and strives for maximum effectivenessis driven to succeed and strives for maximum effectiveness
= the employee is extremely motivated and ambitious, and tries= the employee is extremely motivated and ambitious, and tries
very hard to be effectivevery hard to be effective
Negative expressions:Negative expressions:
occasionally fails to follow instructionsoccasionally fails to follow instructions
= the employee does not do what he/she is told or taught = the employee does not do what he/she is told or taught 
is indecisive and often produces mediocre resultsis indecisive and often produces mediocre results
= hesitates too much before making decisions, and their work is of = hesitates too much before making decisions, and their work is of 
moderate to inferior quality; nothing specialmoderate to inferior quality; nothing special
is rather inconsistent in meeting deadlinesis rather inconsistent in meeting deadlines
= does not always finish the work on time= does not always finish the work on time
lacks the ability to prioritize projectslacks the ability to prioritize projects
= can’t decide which project is most and least important = can’t decide which project is most and least important 
needs to delegate moreneeds to delegate more
= needs to give tasks to other people, not try to do it all themselves= needs to give tasks to other people, not try to do it all themselves
areas for improvement include productivity and time managementareas for improvement include productivity and time management
= needs to improve how much work they do, and how they use= needs to improve how much work they do, and how they use
their timetheir time
is sometimes uncooperativeis sometimes uncooperative
= sometimes does not cooperate / work well with others= sometimes does not cooperate / work well with others
should work on improving the clarity and timeliness ofshould work on improving the clarity and timeliness of
communicationcommunication
= should try to communicate more clearly and at the right time= should try to communicate more clearly and at the right time
(not too late)(not too late)
Human ResourcesHuman Resources
The Human Resources department (often called HR) has several differentThe Human Resources department (often called HR) has several different
functions involving management of the company's staff.functions involving management of the company's staff.
HR is involved inHR is involved in recruiting/hiringrecruiting/hiring new employees tonew employees to fill positionsfill positions (occupy(occupy
obs/roles) that the company needs – then providingobs/roles) that the company needs – then providing trainingtraining to equipto equip newnew
staff members with the skills and knowledge they need.staff members with the skills and knowledge they need. PayrollPayroll (the payment(the payment
of salaries) andof salaries) and benefitsbenefits (other benefits of working at a company, such as(other benefits of working at a company, such as
health insurance or retirement plans) are also managed by HR.health insurance or retirement plans) are also managed by HR.
One goal many companies have is to improveOne goal many companies have is to improve retentionretention (how long(how long
employees stay with the company) and decreaseemployees stay with the company) and decrease turnoverturnover (when employees(when employees
leave the company and new employees must be hired). When someoneleave the company and new employees must be hired). When someone
chooses to leave their job, HR might conduct anchooses to leave their job, HR might conduct an exit interviewexit interview to find outto find out
more about that person’s experience with the company and why they aremore about that person’s experience with the company and why they are
leaving.leaving.
Sometimes employees need to take aSometimes employees need to take a leave of absenceleave of absence – leave the company – leave the company
temporarily. A few common reasons for this include:temporarily. A few common reasons for this include:
maternity leavematernity leave (time off to have a baby)(time off to have a baby)
bereavement leavebereavement leave (time off to grieve the death of a loved one)(time off to grieve the deathof a loved one)
medical leavemedical leave (extended time off to receive medical treatment)(extended time off to receive medical treatment)
HR also makes sure the company isHR also makes sure the company is in compliancein compliance with labor laws and with labor laws and
regulations – meaning it is following the laws and not doing anythingregulations – meaning it is following the laws and not doing anything
improper or illegal. This department also manages relations withimproper or illegal. This department also manages relations with unions,unions,
which are organized groups of workers in a particular industry that defend
workers’ rights.
Another job for Human Resources is to deal with (handle) cases of
discrimination (unfair treatment of someone based on race, gender,
sexuality, etc.), performance problems (when an employee is not doing
his/her job to the necessary standard), sexual harassment (when one
employee is making unwelcome sexual advances towards another employee),
misconduct (bad/inappropriate behavior) and interpersonal conflicts (fights
and arguments between people).
Sometimes, if an employee is behaving badly or failing to perform the work
properly, disciplinary action may be taken – the employee will be punished,
suspended, or monitored more carefully than usual.
Finally, HR can contribute to writing the employee handbook – that’s a
book describing the company’s policies for employees.
Click here to learn more HR and benefits terms:
http://www.hrmarketer.com/glossary-of-hr-and-benefits-terms/
Quiz: Lesson 21
1) You need to hold everyone _____________ for meeting their deadlines;
otherwise the project won't get done on time.
A. accountable
B. assigning
C. subordinate
2) Hi Donna - I'm not quite sure how to handle this situation. Can I get your
 ____________?
A. input
B. intake
C. invoice
3) Don't start working on that yet - Bill hasn't given the ____________.
A. green light
B. hands-off
C. micromanage
4) My supervisor sets the overall objective, and she gives me ___________ to
take care of the details.
A. approachable
B. consensus
C. latitude
5) The last boss I had was rather __________. He seemed to interact with the
staff as little as possible.
A. controlling
B. distant
C. open
6) Stephanie has great _____________ - she fixes problems on her own,
without having to be asked.
A. initiative
B. resources
C. versatility
7) When there are a lot of tasks competing for your attention, it's important to
know how to _____________.
A. be punctual
B. cooperate
C. prioritize
8) Thanks for your interest in the executive assistant job, but the position has
already been _____________.
A. filled
B. recruited
C. trained
9) Our HR director is out on medical _________ for the next month.
A. exit
B. leave
C. turnover
10) Employees who arrive late will receive two warnings, and after that
 _____________ action will be taken.
A. compliance
B. disciplinary
C. harassment
Check your answers
Lesson 22: Finance
This lesson is divided into five parts - banking, loans, investments, taxes, and
accounting. The first four parts contain vocabulary that is useful for
everyone, even if you don't work in the financial sector - and the last part will
have some terms that are specific to accounting.
Banking
Let's begin with banking, since going to the bank is part of everyday life.
There are three main types of bank accounts:
Checking accounts are where you can keep your money and write
checks to make payments. Checking accounts are usually used for
day-to-day spending.
Savings accounts are used to keep money for a long time - for
example, saving money to buy a car or house, or pay for a vacation
or your child's college tuition. Savings accounts usually earn
interest (a small percentage of extra money that the bank gives
you).
Investment accounts let you put your money into the stock
market. There is some risk, because you could earn more money -
or you could lose the money you invested.
Every month, you receive a bank statement in the mail or online. A
statement is a list of all the transactions (single financial activities) in your
account for the past month. It also shows your balance - the current amount
of money in your account.
You can put money into your account, or take money out. Putting money in is
called making a deposit, and taking money out is called making a
withdrawal.
Here are a few other things you can do at the bank:
Deposit a check - Put the money from a check you received
directly into your account
Cash a check - Exchange a check you received for cash
Apply for a credit card
Pay bills - The money you need to pay for services like electricity,
phone, water, heat, and internet.
Go through the drive-thru - A service that lets you use the bank
through a window, without leaving your car.
The employee of the bank who helps the customers is called the teller.
Now let's talk about a few financial problems. If you have $100 in your
account and you withdraw $150 so that the balance of your account goes
below zero, then your account is overdrawn. The bank will probably charge
you a fee (extra money you pay as a penalty).
If you overdraw your account by writing a check - again, if you have $100 in
your account, and you write a check for $150, then it is called a  "bounced
check" because there are insufficient funds (not enough money) to pay the
check.
Loans
Another thing you can do at the bank is  take out a loan - when the bank
gives you a large amount of money, usually to buy a house or open a business
 – and you have to pay the money back to the bank over time.
Let me explain the difference between the words "loan," "lend," and
"borrow," because they are commonly confused.
The bank lends you money - and the amount of money is called
a loan.
You borrow the money from the bank.
Over time, you repay the loan to the bank in installments (monthly
payments). You need to pay the original money (which is called
the principal) plus interest (a small percentage of extra money).
Before a bank will lend you money, it will often check your credit
score/history - that's your history of paying off credit cards and loans. If you
always pay the correct amount on time, then you'll have a good credit score.
If you miss repayments or make them late, then you'll have a bad credit score.
The bank performs this check so that it can be sure you won't default on the
loan - that means fail to repay it.
A loan that you take out for the specific purpose of buying a house is called
a mortgage. If you don't pay back the loan, the bank can repossess (take)
your house.
If a person (or company) has so many debts that it cannot repay them, it
can declare bankruptcy (or go bankrupt) - bankruptcy is the legal status of
not having enough money to pay for your obligations.
Investing
You can invest in the stock market - this is a network to buy and sell units of
ownership of companies (these units are called shares). People make money
in the stock market by buying shares of a company when the price is low and
selling when the price is high (as the company grows in value).
The stock market can be volatile - that means it can go up and down very
unpredictably. When the market is going up and people are making more
investments because they are confident they will make money in the future,
this is called a "bull market." When the stock market is going down and
investors are more pessimistic, this is called a "bear market."
A person who likes to take risks in their investments is called an aggressive
investor. Aggressive investors can make a lot of money - but they also run
the risk of losing it all. Someone who prefers to invest carefully in more
stable, reliable stocks is called a conservative investor.
Because of the unpredictable action of the stock market, a good piece of
advice is to diversify your portfolio. This means to invest a little bit in many
different companies and areas, and not to invest ALL your money in just one
thing. Your "portfolio" is your collection of investments.One way to diversify is by investing in mutual funds - these are groups that
spread your money out among a large number of companies, like 50 or more.
This way, if one of the companies loses money or goes bankrupt, it won't do
too much damage to your investment.
If all of this investment talk makes your head spin (makes you confused) then
you can hire a professional to handle your investments. This person is called
a stockbroker, investment adviser, or financial adviser.
Taxes
The word taxes refers to the money you pay to the government, which is your
responsibility as a working citizen of your country. The government then
uses this money to pay for public infrastructure, national defense, and other
projects to benefit everyone.
In the United States, and many other countries, a percentage of money
is withheld (removed) from your salary every month, to pay taxes. Once a
year, you need to file your tax return - that means you need to submit a
document that shows how much in taxes you paid in the last year and
compares it to how much you were required to pay.
People of different salary levels often need to pay different percentages of
taxes. These categories are called tax brackets.
If your tax return shows that you paid more than you needed to, then you will
receive money back from the government - this is called a refund.
The tax records of a person or company may be audited (investigated) by the
government. If fraud (illegal activity) is discovered, the person may be
convicted for the crime of tax evasion. The penalty may include paying back
taxes (taxes from the past) and/or going to prison.
Accounting
Accountants are the professionals who take care of the financial records and
financial administration of a person or company. Accountants work with
three essential reports:
The balance sheet shows the company's capital (money provided by
investors), reserves (money in savings), debts or liabilities (money the
company needs to pay to others), and assets (economic resources such as
buildings, equipment, inventory of products, and cash).
The second report is the cash flow statement. This shows the movement of
money in and out of a company. It's essential for a business to have money
available for payroll (payment of employee salaries) and payments
to suppliers (other companies that provide the materials).
The final report is the profit and loss statement (P&L). This shows the
company's revenues (money gained) from sales of products, as well as
its expenses (money spent) for making the products and
for overhead (operating expenses). The result is the company's profit before
tax.
Accountants provide the information that helps the company create
its budget - that's the plan of how to spend money in each different area - so
that the company can operate "in the black" (with a positive amount of
money) and not "in the red" (with a negative amount of money):
In the black: $500,000
In the red: - $200,000
For students who are working as accountants, you can find a great dictionary
of accounting terms in English on the website of the New York State Society
of Certified Public Accountants.
Quiz: Lesson 22
1) After years of financial mismanagement, the company finally __________.
A. made a withdrawal
B. repossessed
C. went bankrupt
2) I ________ about $20,000 to pay for my Master's degree.
A. borrowed
B. lent
C. loaned
3) I own 2,000 ________ of a steel company in South Africa.
A. assets
B. reserved
C. shares
4) My employer puts my paycheck directly into my bank account - this is
called direct _________.
A. deposit
B. refund
C. overdraw
5) My __________ gives me excellent investment advice.
A. budget
B. stockbroker
C. teller
6) Our electric __________ is higher in the summer because of the energy
used by the air conditioner.
A. bill
B. fee
C. tax
7) Our first five years in business were a struggle - we operated __________ 
for quite some time until becoming profitable.
A. in the black
B. in the red
C. in the blue
8) The bank blocked my credit card because of some suspicious
 ____________.
A. balances
B. statements
C. transactions
9) We've increased the __________ for marketing to $1,000,000 this year.
A. budget
B. capital
C. overhead
10) You should keep copies of all your financial documents in case you are
ever ___________.
A. audited
B. fraud
C. withheld
Check your answers
Lesson 23: Strategy, Competition, and
Analysis
The world of business is competitive, and companies need to have solid
strategies in order to achieve their objectives. The other companies in a
similar area of business are called competitors, and a competitor that is
especially challenging can be called a rival.
The company with the highest percentage of customers in an area is called
the market leader because it is “ahead” of all the other competitors.
Sometimes the market leader dominates, corners, or monopolizes the
market – this means it has an extremely large market share (percentage of
customers in that market). For example, if 90% of cell phone owners have an
iPhone, then Apple is dominating the cell phone market.
For a business to outperform its competitors (achieve more than its
competitors), it need to have a competitive advantage – that’s a reason for a
customer to buy from that specific business and not another one.
Some companies try to differentiate (make it clear that their products and
services are different) based on price. They might be able to
streamline/optimize operations – make the operations as efficient as possible
 – in order to offer the lowest price on the market for that product.
Another way to reduce the cost of production is for the company to use its
bargaining power (ability to influence someone else to achieve a desired
outcome) to negotiate lower prices from its suppliers. Prices also fall if a
company can cut out the middleman (eliminate intermediaries from the
supply chain) – for example, a factory selling directly to customers instead of
selling to stores which then sell to customers.
Other businesses focus their strategy on developing state-of-the-art
products, meaning products that are the most advanced in their category.
These companies might invest heavily in innovation, bringing new ideas to
market as quickly as possible. Their products won’t be the cheapest, but the
unique features provide a compelling (powerful, able to convince someone)
reason to buy.
Another business strategy is to make relationships with customers a priority.
Companies using this strategy will try to cultivate customer loyalty
(encourage the customers to buy only from them) and create advocates – 
customers who will tell others about the products/services.
How can a business create and implement a strategy? This can be done by the
leaders of the company, with the help of analysts or consultants who
specialize in this area.
The first step in analyzing a business is often to understand the current status
of the company and the vision it is hoping to achieve, meaning its long-term
goal for its impact in the world. It’s important to consider all the different
stakeholders – those are people who have an interest and are affected by the
business (customers, employees, suppliers, investors, etc.).
Next, the company must determine the objective for the project and decide
what the deliverables will be – deliverables are the items that must be
completed in order for the strategic project to be considered a success. The
business might make sales forecasts (predictions of sales) or base its goals
on benchmarks (statistics that are considered the standard).
Then, the company must come up with a viable plan to reach those goals,
meaning a plan that is able to be achieved successfully (not something
impossible). Some of the possible actions that might need to be taken include:
Redesigning or re-engineering (changing the structure of) their
processes
Adjusting their positioning (how the brand and its products are
viewed as distinct from others)
Looking for new distribution channels– ways of supplying and
delivering the product.
A more radical plan would involve changing the business model – 
that’s the way the company creates value and makes money.
To discover if the plan is having the desired effect, the company can monitor
KPIs – key performance indicators. These are statistics that show how well
each part of the company is doing. They will vary from area to area; for
example, a KPI for the sales department might be number of new customers,
a KPI for a factory might be getting the number of defects below 1%, and a
KPI for the IT department might involve increasing the speed of the
computer systems.
Read more about different business analysis techniques:
https://en.wikipedia.org/wiki/Business_analysis#Business_analysis
http://www.bridging-the-gap.com/business-analysis-process/
Quiz: Lesson 23
1) It looks like one of our ____________ has copied our product design!
A. competitors
B. market leaders
C. monopolizes
2) One company has essentially ____________ the market on eyeglasses by
acquiring all the other companies in the industry.
A. cornered
B. outperformed
C. rivaled
3) The software business failed because it didn't have much of a competitive
 ______________; it was pretty much the same as the other products on the
market.
A. advantage
B. dominate
C. share
4) When we ___________ our manufacturing process and eliminated
unnecessary steps, we cut costs by 20%.
A. bargained
B. differentiated
C. streamlined
5) Our "smart home" products use ____________ technology to customize
your user experience.
A. compelling
B. middleman
C. state-of-the-art
6) Their company's strong point is its customer ____________ - once people
sign up, they tend not to switch.
A. analyst
B. innovation
C. loyalty
7) We decided to abandon some initiatives that weren't contributing to our
company's overall ___________.
A. sight
B. view
C. vision
8) There are a lot of ______________ for this project, but I think our team is
up for the challenge.
A. consultants
B. deliverables
C. stakeholders
9) 50% of our students are leaving every semester - that's well above the
 _____________ in the education industry.
A. benchmark
B. distribution
C. positioning
10) One of the key performance ______________ for our customer service
department is how fast we reply to each contact.
A. channels
B. indicators
C. models
Check your answers
Lesson 24: Marketing and Advertising
Marketing
Marketing is a way to spread the word (tell many people) about a
company’s products or services, and convince people to buy them. One way
to do this is to show the product’s features (the different aspects of the
product itself) and benefits (how the product will improve someone’s life).
It’s important to make the product stand out – this means it catches people’s
attention and appears different or better than other similar products.
There are a lot of different marketing strategies:
direct mail – sending advertisements to peoples’ addresses
telemarketing / making cold calls – calling people to tell them
about the product. A “cold call” means the person has not
previously had contact with the company.
door-to-door sales – visiting people’s homes to tell them about
the product
online advertising such as banner ads – images displayed on
websites encouraging people to click on them to learn more about
the product or buy it
social media marketing – publishing content on social networks
like Facebook, Twitter, and Instagram. Marketers hope to have
their content go viral (get viewed/shared by thousands of people)
A product can get extra publicity if it is endorsed by a celebrity (used and
recommended by someone famous) or if it sponsors a sports team or event
(pays to have its name and logo displayed prominently).
Sometimes marketing happens “organically” by word of mouth – customers
naturally tell their friends about the product. If newspapers are writing stories
about the company/product and TV programs want to show it, then the
product is getting a lot of publicity.
Companies often try to measure ROI – return on investment – that’s how
many sales come in as a result of the money spent on marketing.
Sometimes marketing tries to encourage prospects (potential customers) to
buy the product immediately. Other marketing strategies aim to gather leads
 – collect contact information for people who might be interested in the
product, but will need a little more persuasion to buy.
Finally, marketing can also be used to increase brand awareness / brand
recognition – that is simply the number of people who know about the
company.
AdvertisingAdvertising
Every day, we see hundreds ofEvery day, we see hundreds of advertisementsadvertisements (called (called adsads for short). for short).
We seeWe see commercials commercials on TV and hear them on the radio. on TV and hear them on the radio.
We seeWe see billboardsbillboards next to the road. next to the road.
We seeWe see posters posters on walls. on walls.
We might receiveWe might receive brochuresbrochures and and pamphletspamphlets on the street.on the street.
When you open a magazine or newspaper, you see printed ads. WhenWhen you open a magazine or newspaper, you see printed ads. When
creating a printed ad, designers have to make ancreating a printed ad, designers have to make an eye-catching layouteye-catching layout - that - that
means a design that attracts your attention - and writemeans a design that attracts your attention - and write
interestinginteresting copycopy ("copy" refers to the text of an ad). Both printed ads and ("copy" refers to the text of an ad). Both printed ads and
websites might also includewebsites might also include testimonialstestimonials - short quotes or stories from the - short quotes or stories from the
company's satisfied customers.company's satisfied customers.
When a company publishes a series of ads over time, this is calledWhen a company publishes a series of ads over time, this is called
aa campaigncampaign. Advertisements can have a few different purposes. For example,. Advertisements can have a few different purposes. For example,
a company mighta company might run ads run ads for a specificfor a specific promotionpromotion or or salesale, like 25% off all, like 25% off all
products for the Christmas season. There might also be a special campaignproducts for the Christmas season. There might also be a special campaign
when the companywhen the company launches a new productlaunches a new product (makes it publicly available).(makes it publicly available).
One way that companies help people remember them is by using aOne way that companies help people remember them is by using a sloganslogan - -
this is a short phrase that describes the company or its purpose. For example,this is a short phrase that describes the company or its purpose. For example,
the slogan of Nike, which is a brand of athletic clothing and equipment, isthe slogan of Nike, which is a brand of athletic clothing and equipment, is
"Just do it.""Just do it."
Another advertising strategy is using aAnother advertising strategy is using a jingle jingle - this is a short piece of music - this is a short piece of music
used in TV and radio commercials. It's especially good if the jingleused in TV and radio commercials. It's especially good if the jingle getsgets
stuck in your headstuck in your head - this expression means when a piece of music keeps- this expression means when a piece of music keeps
playing in your imagination and you can't forget about it.playing in your imagination and you can't forget about it.
Before launching an ad, companies often doBefore launching an ad, companies often do market researchmarket research to discover to discover
information about their customers and potential customers. Market researchinformation about their customers and potential customers. Market research
can be done throughcan be done through surveyssurveys (questionnaires given to a large number of (questionnaires given to a large number of
people) focusingon the company'speople) focusing on the company's target audiencetarget audience - that's the specific group - that's the specific group
of people who the company hopes will become customers. For example, theof people who the company hopes will become customers. For example, the
target audience of a company that produces baby products is parents withtarget audience of a company that produces baby products is parents with
children under 2 years old.children under 2 years old.
Quiz: Lesson 24Quiz: Lesson 24
1) After our initial marketing efforts, word started to _________ naturally as1) After our initial marketing efforts, word started to _________ naturally as
people told their friends about it.people told their friends about it.
A. distributeA. distribute
B. runB. run
C. spreadC. spread
2) What really makes this product stand ________ is how easy it is to use.2) What really makes this product stand ________ is how easy it is to use.
A. offA. off
B. outB. out
C. upC. up
3) More than 10,000 potential customers have been called by our3) More than 10,000 potential customers have been called by our
 _______________ staff. _______________ staff.
A. door-to-doorA. door-to-door
B. B. social social mediamedia
C. telemarketingC. telemarketing
4) The country's top soccer player has ___________ our energy drink.4) The country's top soccer player has ___________ our energy drink.
A. endorsedA. endorsed
B. featuredB. featured
C. sponsoredC. sponsored
5) We get a better ____________ on investment with Facebook ads as5) We get a better ____________ on investment with Facebook ads as
opposed to Google ads.opposed to Google ads.
A. awarenessA. awareness
B. returnB. return
C. publicityC. publicity
6) There are several _____________ along the highway encouraging people6) There are several _____________ along the highway encouraging people
to stay at the hotel.to stay at the hotel.
A. billboardsA. billboards
B. commercialsB. commercials
C. postersC. posters
7) Our newspaper ad isn't performing very well. Let's write new7) Our newspaper ad isn't performing very well. Let's write new
 ___________ and run it for another week. ___________ and run it for another week.
A. brochureA. brochure
B. copyB. copy
C. layoutC. layout
8) We'll be doing a big back-to-school ____________ with ads in the8) We'll be doing a big back-to-school ____________ with ads in the
newspaper and online.newspaper and online.
A. campaignA. campaign
B. pamphletB. pamphlet
C. testimonialC. testimonial
9) The product __________ was delayed several months due to final quality9) The product __________ was delayed several months due to final quality
control checks.control checks.
A. launchA. launch
B. sloganB. slogan
C. targetC. target
10) They did a lot of market ____________ to find out what products are10) They did a lot of market ____________ to find out what products are
most needed by fitness instructors.most needed by fitness instructors.
A. audienceA. audience
B. jingleB. jingle
C. researchC. research
Check your answersCheck your answers
Lesson 25: Manufacturing & Lesson 25: Manufacturing & ShippingShipping
ManufacturingManufacturing is the process of making products. There are many differentis the process of making products. There are many different
industriesindustries (areas of activity) that manufacture products. Here are a few(areas of activity) that manufacture products. Here are a few
examples:examples:
thethe automotive industryautomotive industry makes cars, trucks, motorcycles, andmakes cars, trucks, motorcycles, and
other vehiclesother vehicles
thethe electronics industryelectronics industry makes devices that use electricity, suchmakes devices that use electricity, such
as TVs, cell phones, etc.as TVs, cell phones, etc.
thethe lumber industrylumber industry produces woodproduces wood
thethe coal/gas/petroleum industriescoal/gas/petroleum industries extract fuel from the earth andextract fuel from the earth and
process it so that it can be used to produce energyprocess it so that it can be used to produce energy
thethe pharmaceutical industrypharmaceutical industry researches and produces newresearches and produces new
medicinesmedicines
thethe textile industrytextile industry makes fabric that can be used in themakes fabric that can be used in the
apparel/clothing industryapparel/clothing industry to make clothes.to make clothes.
The creation of a new product often begins withThe creation of a new product often begins with R&D –R&D – research andresearch and
development. The engineers and product designers will often make adevelopment. The engineers and product designers will often make a
prototype,prototype, an early version of the product that can be tested, studied, andan early version of the product that can be tested, studied, and
later copied to produce more products. The new product will be tested inlater copied to produce more products. The new product will be tested in
order to discover anyorder to discover any bugsbugs (small problems in systems).(small problems in systems).
When the manufacturer is ready to beginWhen the manufacturer is ready to begin large-scale productionlarge-scale production (making a(making a
very large number of products), it buysvery large number of products), it buys raw materialsraw materials from a supplier. Thefrom a supplier. The
termterm raw materialsraw materials means unprocessed material (like metal or plastic), means unprocessed material (like metal or plastic),
before it becomes part of a product.before it becomes part of a product.
The place where the raw materials are transformed into finished products isThe place where the raw materials are transformed into finished products is
called acalled a factory.factory. In the past, people would do most of the work in making theIn the past, people would do most of the work in making the
products, but nowadays much of the process isproducts, but nowadays much of the process is automatedautomated with machineswith machines
and robots. The sequence where the products are put together can be calledand robots. The sequence where the products are put together can be called
thethe assembly lineassembly line oror production line.production line.
It’s common to talk about theIt’s common to talk about the capacitycapacity of a machine or a factory, meaningof a machine or a factory, meaning
how many units it is able to produce per hour or per day. The number of unitshow many units it is able to produce per hour or per day. The number of units
itit actuallyactually produces is called theproduces is called the output.output.
When the company is ready to put a new product on the market, we call thatWhen the company is ready to put a new product on the market, we call that
event aevent a rolloutrollout oror launch,launch, and companies often do extra advertising orand companies often do extra advertising or
special promotions to draw attention to the new product.special promotions to draw attention to the new product.
Companies try to innovate and createCompanies try to innovate and create cutting-edgecutting-edge products – meaningproducts – meaning
products that are very modern and advanced. Sometimes they make aproducts that are very modern and advanced. Sometimes they make a
breakthrough,breakthrough, meaning they suddenly overcome an obstacle or make a greatmeaning they suddenly overcome an obstacle or make a great
advance.advance.
When a unique product, technology, or design is invented, it’s a good idea toWhen a unique product, technology, or design is invented, it’s a good idea to
patentpatent it. The word “patent” refers to officially registering the invention soit. The word “patent” refers to officially registering the invention so
that only you or your company has the right to produce it. Eventually, olderthat only you or your company has the right to produce it. Eventually, older
products becomeproducts become obsolete,obsolete, meaning they are out of date and not really usedmeaning they are out of date andnot really used
anymore.anymore.
Occasionally, after the product is released to the public, a seriousOccasionally, after the product is released to the public, a serious defectdefect
(problem/weakness in the product) is discovered. If the defect is dangerous,(problem/weakness in the product) is discovered. If the defect is dangerous,
the manufacturer mightthe manufacturer might recallrecall the item – meaning they ask people whothe item – meaning they ask people who
bought the product to return it for repair or a refund.bought the product to return it for repair or a refund.
The manufacturer might use aThe manufacturer might use a distributordistributor to send the finished products to to send the finished products to
thethe retailers retailers - the stores where customers buy the products. We’ll learn more - the stores where customers buy the products. We’ll learn more
about retail in the next lesson.about retail in the next lesson.
The process of transporting products from one place to another is calledThe process of transporting products from one place to another is called
shipping.shipping. Products can be shipped by air, by sea, or by ground transport suchProducts can be shipped by air, by sea, or by ground transport such
as trains and trucks. The collection of items on the plane, ship, train, or truckas trains and trucks. The collection of items on the plane, ship, train, or truck
can be called thecan be called the cargocargo oror freight.freight.
The items can be placed on flat structures calledThe items can be placed on flat structures called pallets,pallets, which can be liftedwhich can be lifted
by aby a forklift.forklift. On large ships, products are usually placed inOn large ships, products are usually placed in containers,containers, andand
these are very heavy so they are lifted by athese are very heavy so they are lifted by a crane.crane. It’s important to It’s important to securesecure thethe
products and containers – make sure they are firmly held in position – so thatproducts and containers – make sure they are firmly held in position – so that
they do not break or move around inside the vehicle.they do not break or move around inside the vehicle.
palletpallet
forklift
containers
crane
Bringing products into a country is called importing products, and sending
products out of a country is called exporting products. When products are
crossing an international border (dividing line between countries), they must
be declared at customs – meaning a list of items must be presented to
government officials. There may be a tariff/duty (special tax) that needs to
be paid.
After clearing customs (passing through customs successfully), the products
can enter the country. They may be stored in a warehouse (a building
specifically for keeping things) until they are ready to be sold.
Quiz: Lesson 25
1) My uncle had a long career in the ______________ industry; he helped
develop cancer-fighting drugs.
A. lumber
B. pharmaceutical
C. textile
2) Our team can take the product from design to ____________ in as little as
three weeks.
A. apparel
B. prototype
C. output
3) We get most of our __________ materials from local sources.
A. crude
B. raw
C. scale
4) We haven't been able to ____________ the quality control; that's still done
by our staff.
A. assemble
B. automate
C. capacity
5) At least 100,000 units need to be available for the ______________ next
month.
A. patent
B. production
C. rollout
6) This factory uses _____________ technology to produce the most accurate
sensors on the market.
A. cutting-edge
B. launch
C. obsoleteC. obsolete
7) The 2013 model is being _____________ because there's a problem with7) The 2013 model is being _____________ because there's a problem with
the brakes.the brakes.
A. recalledA. recalled
B. reformedB. reformed
C. retailedC. retailed
8) The ship is carrying a total of 200 tons of ____________.8) The ship is carrying a total of 200 tons of ____________.
A. cargoA. cargo
B. craneB. crane
C. palletsC. pallets
9) The goods have been held at the _____________ because we don't have9) The goods have been held at the _____________ because we don't have
the proper permits to import them.the proper permits to import them.
A. borderA. border
B. freightB. freight
C. tariffC. tariff
10) After a customer places an order, the item is shipped from our10) After a customer places an order, the item is shipped from our
 _____________ within 24 hours. _____________ within 24 hours.
A. containerA. container
B. customsB. customs
C. warehouseC. warehouse
Check your answersCheck your answers
Lesson 26: Retail and PricingLesson 26: Retail and Pricing
RetailersRetailers are the stores that sell products directly to theare the stores that sell products directly to the consumersconsumers oror endend
usersusers (the regular people who buy and use the items). There are different(the regular people who buy and use the items). There are different
kinds of retailers.kinds of retailers.
AA department storedepartment store is a large store containing many different areas is a large store containing many different areas
(“departments”) such as clothing, electronics, household goods, food, etc. A(“departments”) such as clothing, electronics, household goods, food, etc. A
boutiqueboutique is a small shop selling fashionable items, especially clothes,is a small shop selling fashionable items, especially clothes,
ewelry, and accessories.ewelry, and accessories.
Some stores are part of aSome stores are part of a chainchain oror franchisefranchise – this means multiple stores, – this means multiple stores,
restaurants, or hotels in various locations - such as McDonald's or Hiltonrestaurants, or hotels in various locations - such as McDonald's or Hilton
Hotels. The difference is that all the stores in aHotels. The difference is that all the stores in a chainchain are owned by a single,are owned by a single,
large, central company; whereas in alarge, central company; whereas in a franchisefranchise each store is owned by aneach store is owned by an
individual owner who pays a fee to use the brand and business concept.individual owner who pays a fee to use the brand and business concept.
You can also shop at aYou can also shop at a mallmall oror shopping center,shopping center, a large building containinga large building containing
many different individual stores. If you’re looking for discounts, check out anmany different individual stores. If you’re looking for discounts, check out an
outletoutlet – those are stores that sell items (often from famous brand names) at a – those are stores that sell items (often from famous brand names) at a
lower price, sometimes because they are extra items that weren’t sold inlower price, sometimes because they are extra items that weren’t sold in
regular stores.regular stores.
If you want to buyIf you want to buy second-handsecond-hand (used) items, you can go to a(used) items, you can go to a thrift shop.thrift shop.
Another place to buy used things is at aAnother place to buy used things is at a tag saletag sale oror garage salegarage sale – individuals – individuals
and families have these sales to sell items in their houses that they don’t wantand families have these sales to sell items in their houses that they don’t want
or use anymore.or use anymore.
Stores that have a physical building in a particular location are calledStores that have a physical building in a particular location are called brick-brick-
and-mortarand-mortar stores; this is in contrast tostores; this is in contrast to online stores,online stores, which sell things onwhich sell things on
the internet. The practice of selling things online is calledthe internet. The practice of selling things online is called e-commerce.e-commerce.
Many stores distributeMany stores distribute fliersfliers (pieces of paper for mass distribution) to(pieces of paper for mass distribution) to
advertise theiradvertise their merchandisemerchandise (products). They might alsoarrange a nice(products). They might also arrange a nice
window displaywindow display in thein the storefrontstorefront (the side of the store facing the street) in(the side of the store facing the street) in
order to attract customers.order to attract customers.
Stores usually keep a certain quantity of identical items available inside theStores usually keep a certain quantity of identical items available inside the
store for customers to buy. This is calledstore for customers to buy. This is called stockstock or or inventoryinventory. If so many. If so many
people buy the same item that eventually there are no more available insidepeople buy the same item that eventually there are no more available inside
the store, then the item is said to bethe store, then the item is said to be sold outsold out oror out of stock.out of stock.
Inside a store, the items can be arranged onInside a store, the items can be arranged on racksracks (for clothing) or(for clothing) or shelves,shelves, oror
put insideput inside bins:bins:
a clothing racka clothing rack
How much should a product cost? There’s a lot of strategy that goes into theHow much should a product cost? There’s a lot of strategy that goes into the
number that eventually ends up on thenumber that eventually ends up on the price tag.price tag.
Some products areSome products are high-endhigh-end products – that means they are higher-quality,products – that means they are higher-quality,
more sophisticated, and more expensive. The opposite is amore sophisticated, and more expensive. The opposite is a low-endlow-end product,product,
which is cheaper and made of more basic materials, with fewer features.which is cheaper and made of more basic materials, with fewer features.
Products that fall in between these two categories areProducts that fall in between these two categories are mid-rangemid-range products.products.
When a company starts to focus more on high-end products, it isWhen a company starts to focus more on high-end products, it is movingmoving
upmarket;upmarket; if it starts to focus more on low-end products, it isif it starts to focus more on low-end products, it is movingmoving
downmarket.downmarket. Both strategies can be successful, because although high-endBoth strategies can be successful, because although high-end
products sell for higher prices, low-end products appeal to a larger number ofproducts sell for higher prices, low-end products appeal to a larger number of
average people.average people.
The difference between the cost to make a product and the final selling priceThe difference between the cost to make a product and the final selling price
is called theis called the markupmarkup - for example, if it costs $10 to manufacture a product, - for example, if it costs $10 to manufacture a product,
and the customer buys it for $15, then the markup is $5. It's necessary forand the customer buys it for $15, then the markup is $5. It's necessary for
markup to be added so that the retailer can make amarkup to be added so that the retailer can make a profitprofit..
The wordThe word profit marginprofit margin refers to the percentage of the sale price thatrefers to the percentage of the sale price that
consists of profit. In the example above, the profit margin would be 33% ($5consists of profit. In the example above, the profit margin would be 33% ($5
profit on a $15 sale).profit on a $15 sale).
Sometimes retailers offer discounts forSometimes retailers offer discounts for wholesalewholesale or or bulk ordersbulk orders - that - that
means if you buy a very large quantity of the product. For example, if youmeans if you buy a very large quantity of the product. For example, if you
buy 1,000 or more units of the product, then you can get a discount of 20%.buy 1,000 or more units of the product, then you can get a discount of 20%.
Stores can do a number of special promotions to encourage customers to buy.Stores can do a number of special promotions to encourage customers to buy.
They can offer discounts,They can offer discounts, marking downmarking down (reducing) the price, usually for a(reducing) the price, usually for a
limited time. They can providelimited time. They can provide couponscoupons (small pieces of paper providing a(small pieces of paper providing a
discount). If a product is available at a reduced price, then it isdiscount). If a product is available at a reduced price, then it is on sale.on sale.
Another common strategy is to encourage customers to buy more. Stores canAnother common strategy is to encourage customers to buy more. Stores can
do this bydo this by bundlingbundling products (offering several items together, such as aproducts (offering several items together, such as a
camera and camera case) as well ascamera and camera case) as well as upsellingupselling (offering customers additional(offering customers additional
or more expensive related products after they have already boughtor more expensive related products after they have already bought
something). Asomething). A loyalty programloyalty program can also be an incentive for customers tocan also be an incentive for customers to
come back to the same store again and again.come back to the same store again and again.
When customers are ready to buy, they take the items to theWhen customers are ready to buy, they take the items to the checkout.checkout. TheThe
person who works there is theperson who works there is the cashier.cashier. The cashier willThe cashier will ring upring up the productsthe products
(scan them and calculate the total amount to be paid) and after the customer(scan them and calculate the total amount to be paid) and after the customer
pays, he/she will get apays, he/she will get a receiptreceipt – a piece of paper proving the items were – a piece of paper proving the items were
bought.bought.
Nowadays, an increasing number of people are shopping online. After theNowadays, an increasing number of people are shopping online. After the
customercustomer purchasespurchases (buys) a product on the website, the retailer (buys) a product on the website, the retailer packspacks the the
item (covers it with protective material) anditem (covers it with protective material) and ships ships the item (sends it through the item (sends it through
the mail) so that it will be delivered directly to the customer's house. Thethe mail) so that it will be delivered directly to the customer's house. The
retailer may also give the customer aretailer may also give the customer a tracking numbertracking number, which tells the, which tells the
customer exactly where the package is during the process of delivery.customer exactly where the package is during the process of delivery.
Unfortunately, sometimes the product does not arrive in perfect condition. IfUnfortunately, sometimes the product does not arrive in perfect condition. If
it got broken during transportation, then it wasit got broken during transportation, then it was damaged,damaged, and if the productand if the product
does not function correctly, it is said to bedoes not function correctly, it is said to be defectivedefective. If you receive a. If you receive a
damaged or defective product, you can usuallydamaged or defective product, you can usually exchangeexchange it for a new product it for a new product
or return it for aor return it for a refundrefund (get your money back). (get your money back).
Quiz: Lesson 26Quiz: Lesson 26
1) "I love your purse - it's so unique!"1) "I love your purse - it's so unique!"
"Thanks! I bought it at a little ___________ in New Orleans.""Thanks! I bought it at a little ___________ in New Orleans."
A. boutiqueA. boutique
B. B. department department storestore
C. mallC. mall
2) You can get up to 40% off at the Calvin Klein ____________.2) You can get up to 40% off at the Calvin Klein ____________.
A. franchiseA. franchise
B. B. shopping shopping centercenter
C. outletC. outlet
3) I was able to get a blender for just $5 at the local ___________shop.3) I was able to get a blender for just $5 at the local ___________ shop.
A. tagA. tag
B. thriftB. thrift
C. savingsC. savings
4) All of the summer _______________ starts going on sale at the beginning4) All of the summer _______________ starts going on sale at the beginning
of the season.of the season.
A. e-commerceA. e-commerce
B. fliersB. fliers
C. merchandiseC. merchandise
5) Could I try on the red dress that's in the window _____________?5) Could I try on the red dress that's in the window _____________?
A. displayA. display
B. inventoryB. inventory
C. showingC. showing
6) Our Bluetooth speakers are really popular. They're out of __________ at6) Our Bluetooth speakers are really popular. They're out of __________ at
the moment.the moment.
A. pocketA. pocket
B. rackB. rack
C. stockC. stock
7) My wife has expensive tastes; she only buys ____________ products.7) My wife has expensive tastes; she only buys ____________ products.
A. high-endA. high-end
B. B. price price tagtag
C. upper-rangeC. upper-range
8) Dollar stores have to sell a lot of products because the profit __________ 
on each one isn't very high.
A. margin
B. markdown
C. upmarket
9) I'd like to resell your products. Do you have a special price for
 ____________ orders?
A. brick-and-mortar
B. bundling
C. wholesale
10) My first job was working as a ____________ in the supermarket.
A. cashier
B. consumer
C. receipt
Check your answers
Lesson 27: Sales and Customer
Service
Sales
A person who works in sales can be called a salesperson,
salesman/saleswoman, or sales representative (sales rep for short).
Their job is to interact directly with potential customers, showcase the
products (display them in a positive way), overcome objections (provide
answers to the prospect’s hesitations or reasons for not buying), and try to
close the sale – that means successfully convince the customer to make a
purchase.
The salesperson’s presentation can be called a sales pitch. The word “pitch”
can also be used as a verb, for example, “She’s pitching a new line of
organic cosmetics.” Salespeople are often highly motivated because they may
receive commissions on each sale – meaning they receive a percentage of the
profit as a bonus.
To start the sales conversation, a salesperson might say:
Would you be interested in…?
Have you heard about…?
Would you like…
to have a closer look at this product?
me to show you how it works?
a free sample?
When showing a product to a prospective customer, the salesperson tries to
highlight (emphasize) the positive aspects of the product, and how it will
help the customer:
As you can see, it's...
 As you can see, it’s beautiful as well as functional.
It has… / There are…
 It has a high-definition screen that’s perfect for watching movies.
There are convenient handles on the sides, making it easy to move.
It's made of...
 It’s made of the finest cotton, which will feel great against your
skin.
You can use it to… / You’ll be able to…
You can use it to make smoothies, milkshakes, and much more.
With this software, you’ll be able to edit photos in a fraction of the
time.
The great thing about this product is...
The great thing about this product is that it’s environmentally
friendly.
What should you do if the prospective customer doesn’t seem very interested
in that product? Offer something else, of course!
Perhaps you’d like to see something (comparative).
 Perhaps you’d like to see something a little smaller.
 Perhaps you’d like to see something that’s more user-friendly.
If you’re looking for something different, then let me show
you…
 If you’re looking for something different, then let me show you our
newer models.
A good sales representative tries to match each customer with the best
product to meet his or her needs. Here are some questions to find out more
about the individual customer:
What type of thing are you looking for?
Could you tell me a little more about what you need?
To make the sales pitch especially convincing, the salesperson might offer a
free trial of the product. A guarantee or warranty can also help someone
make the decision to buy. A guarantee is a promise that the customer will be
satisfied or the product will work as advertised (and if not, the customer can
get their money back). A warranty means that if the product breaks or
malfunctions, the company will fix it for free within a certain time period.
The salesperson might also mention what great value the product is:
The price is unbeatable. / You won’t find a better deal
anywhere else.
= This is the best price possible anywhere for this product 
It’s on sale for 20% off. / If you buy two, you get one free.
These phrases are used for discounts and promotions.
You can pay in installments. / We offer financing.
This means the customer can divide a large payment into smaller
 parts.
Sometimes a customer might be uncertain or need more time to decide. If this
happens, the salesperson can say:
Let me give you my card in case you change your mind.
OK, take some time to think it over, then let me know.
I’ll follow up with you in a few days.
“follow up” means to check something to see its progress
If a customer decides to buy, he or she often says, “I’ll take it!”
The salesperson can say:
Great! Here you go.
Say “here you go” when giving something to someone.
Wonderful! I’ll draw up the paperwork.
= I’ll prepare the documents needed to finalize the sale.
All right! I’ll get you signed up for the service and send you an
invoice. An invoice is a request for payment.
Sometimes salespeople try to convince customers to add more products, for
example, by saying “We also have… (another product) that you might
like.”
Customer Service: Handling Problems
Customer service representatives are responsible for helping customers
resolve any issues or problems with products. The most common way to start
the conversation is by asking, “How can I help you?”
The customer might use one of these phrases to express the problem or
complaint:
I ordered __________, but I received __________.
ex) I ordered four bottles of perfume, but I received three.
I placed my order __________ ago, but I still haven't received
it.
ex) I placed my order three weeks ago, but I still haven't received
it.
When the product arrived, it was damaged / defective.
The product I received is the wrong size / color / model.
 _________ isn’t working.
ex) The flash on the camera isn’t working.
ex) I’m trying to log in, but my password isn’t working.
It’s good to show empathy to the customer by acknowledging their feelings:
I’m sorry to hear that.
I can understand why you’re disappointed.
I realize this must be frustrating.
You might need to ask for more information in order to investigate the
problem. Use these phrases for clarifying and checking:
Could you give me your order number?
Could you tell me exactly what happened / what the problem
is?
Just to clarify, you’re saying that… (then re-state your
understanding of the issue)
ex) Just to clarify, you’re saying that your debit card was working
 yesterday, but was blocked this morning?
Let me check on that. / I’ll take a look.
Bear with me for a moment.
(this is asking the customer to be patient if it will take a little bit of 
time to investigate the problem)
Once you’ve identified the problem, you can use these phrases to
communicate the reason for it:
It looks like… / Apparently…
ex) It looks like the camera’s battery is dead.
ex) Apparently there was an error in our database.
I’m afraid… (use this to deliver bad news)
ex) I’m afraid your payment never came through.
To offer solutions, you can say:
We're very sorry about that.
Would you like to exchange it, or would you prefer a refund?
We'll send you a replacement immediately.
 A "replacement" is a new product to substitute the defective
 product.
I’m happy to take care of this for you.
Say this if the problem is something you can resolve for the
customer.
I’ll have to look into it further and get back to you later.
What’s thebest way to reach you? Say this if you need more
time to investigate, and will contact the customer later.
Thanks for your patience.
Thank you for bringing this to our attention.
Is there anything else I can help you with today?
This is a common question to ask at the end of the conversation, to
check if the customer has any additional problems or complaints.
Quiz: Lesson 27
1) If the customer has ____________, make sure to listen to their concerns -
don't ignore them.
A. commissions
B. objections
C. obstructions
2) Have you _________ about our cordless power tools?
A. heard
B. interested
C. listened
3) As you can _________, this product is safe for children under 5.
A. make
B. see
C. use
4) We have the lowest prices. You won't find a better _________ anywhere
else.
A. deal
B. trial
C. warranty
5) Take some time to think it ____________ and let me know if you have any
questions.
A. about
B. over
C. up
6) I ____________ a white sweatshirt, but you sent me a gray one.
A. arrived
B. ordered
C. took
7) I'm sorry about the problem; I __________ it must be frustrating.
A. clarify
B. disappoint
C. realize
8) One moment please - let me _________ our system.
A. bear
B. check
C. look
9) I'll ship a new product right away - it'll arrive in about 3 days. Thanks for
your ____________.
A. patience
B. preference
C. replacement
10) Is there anything __________ I can help you with?
A. around
B. else
C. ever
Check your answers
Lesson 28: Safety & Insurance
Hazards
Workers in many jobs deal with hazards (dangers), so it’s important to have
good safety practices. In this lesson, we’ll learn about possible dangers in the
workplace and how workers can protect themselves from injury (being hurt)
and illness (becoming sick).
If you work with chemicals, some of those chemicals may be corrosive (able
to destroy other substances) or toxic (dangerous to plants, animals, or
people). There is also radioactive material, which gives off a form of energy
that can damage living things.
Symbols for corrosive, toxic, and radioactive materials
Some chemicals and reactions produce fumes – gas or vapor that can be
irritating or harmful. In this case, it’s important to have good ventilation
(circulation of air) in the area.
A substance that can catch fire can be called flammable or inflammable
material. Although those words look like opposites, they are actually the
same.
Another danger is high voltage, meaning that a very strong electrical current
is running through some equipment. If a person comes into contact with that
electricity, he or she will receive a shock.
Some factories produce hazardous waste – waste that could cause damage to
people’s health or to the environment. There are laws about how to properly
dispose of hazardous waste (throw it away or destroy it) in order to neutralize
or minimize the dangers.
Doctors, nurses, and other workers in the medical profession must be careful
with biohazards – biological substances that could be a danger to health.
These include medical waste such as used syringes, as well as samples of
bacteria and viruses that cause disease.
In construction sites and factories, workers must follow the proper
procedures (step-by-step instructions) when working with machines and
equipment. Otherwise, a part of their body could get caught in the machinery.
It’s also important to keep the work area clean and dry so that there is less
risk that a worker will trip or slip.
Safety Equipment
Companies should provide their workers with personal protective
equipment, such as the following items:
a hard hat to protect against falling tools or debris
a mask or a respirator prevents you from inhaling dust or
dangerous gases
earplugs or earmuffs to protect your ears from loud noises
safety glasses/goggles to protect your eyes
gloves protect your hands and boots protect your feet
a harness prevents you from falling if you are working at great
heights
a brightly-colored vest may be worn by a construction worker so
that he/she is more easily seen. Police officers sometimes wear a
ballistic/bulletproof vest to protect themselves from being shot
a hazmat suit protects your whole body from dangerous
substances
It’s also important for workplaces to have a first aid kit, which contains
some basic medical supplies. Many buildings also have a defibrillator, a
device that can re-start someone’s heart if the heart has stopped beating.
When a fire breaks out, the smoke detector will notice the presence of smoke
and sound the fire alarm (this alarm can also be activated manually). The
sprinklers may activate to spray water in the area of the fire; another way to
put out a fire is by using a fire extinguisher.
If the building needs to be evacuated (meaning everyone needs to leave the
building for safety reasons), the emergency exits provide additional ways to
get out.
More vocabulary:
http://www.englishandliteracy.ca/asset_library/page/rsbj/HealthandSafety101
3.pdf
Insurance
Although we try to prevent problems and disasters, they sometimes happen
anyway. Insurance is a way to mitigate risk (decrease the intensity of the
risk).
The basic premise of insurance is that you get an insurance policy (an
official contract for the insurance plan), and every month you pay an amount
of money to the insurance company – these payments are called premiums.
Then, if a disaster occurs, you can make a claim – tell the insurance
company what happened and ask for the money needed to handle the
problem. If the incident is covered by your insurance policy, they will either
pay for the expenses directly or if you have already paid, then they can
reimburse you (give you money to compensate for the expense).
Some insurance policies are very comprehensive, meaning they cover a wide
variety of possible problems. Others offer coverage for only a few things.
The more comprehensive the policy, the more expensive the premiums.
With some insurance plans, the benefits only become active after you have
surpassed your deductible – that’s an amount of money you need to pay out
of pocket (by yourself without assistance) per year. For example, if your plan
has a $5,000 deductible, then you have to pay for the first $5,000 in expenses
during the year; any expenses over a total of $5,000 will be paid by the
insurance. It’s also important to check your plan for any exemptions (things
that are excluded from the insurance coverage).
Some of the most common types of insurance include:
auto insurance – covers damage to your car and others’ cars in
case of an accident
health/dental insurance – helps pay medical/dental expenses
homeowner’s insurance – covers damage to your home from bad
weather, fires, vandalism, etc.
life insurance – pays your spouse/children a large amount of
money if you die and are no longer around to work and pay the
bills
public/general liability insurance – for companies, covering
damage or injuries they might cause to members of the public
workers’ compensation – for companies; pays for an employee’s
medical care and lost wages if he/she is injured on the job
Quiz: Lesson 28
1) These exposed electrical wires are a major ___________.
A. injury
B. hazard
C. toxic
2) We need to wear thick gloves when working with acids and other
 ___________ chemicals.
A. corrosive
B. flammable
C. high voltage
3) The factory was found to be ____________ its waste by dumping it in the
river.
A. disposing of
B. slipping
C. ventilating
4) The manager will teach you the _____________ for cleaning the engine.
A. respirator
B. protection
C. procedure
5) Everyone on the construction site must wear a _________ hat at all times.
A. hard
B. shock
C. tough
6) Make sure your ____________ is securely fastened before you climb up
the ladder.
A. harness
B. mark
C. vest
7) There's a fire ____________ on each floor of the office.
A. detector
B. extinguisher
C. kit
8) The government building was ____________ due to a possible bomb
threat.
A. alarm
B. defibrillated
C. evacuated
9) The company isswitching to a new, more comprehensive insurance
 ___________.
A. claim
B. policy
C. premium
10) When a tree fell on our house, the ______________ insurance paid for
the roof repairs.
A. homeowner's
B. household
C. public
Check your answers
Lesson 29: Business Idioms – Part 3
Welcome to our next business idioms lesson!
As a reminder, you'll need to interact with the idioms by guessing their
meanings from the context. Choose the option that you think is the best
definition for the idiom, and then scroll down to find out if you were correct.
Idiom #1 – go the extra mile
"Our sales reps must be willing to go the extra mile and do whatever it takes
to make the customer happy."
a) offer an additional bonus
b) do more than expected/required
c) travel a long distance
Idiom #2 - boost morale
"We're going to start celebrating staff birthdays to help  boost morale at the
office."
a) increase positive feelings
b) unite the community
c) improve productivity
Idiom #3 - come under fire
"The CEO came under fire for his statement that profits are more important
than people."
a) was criticized
b) lost his job
c) started an argument
Idiom #4 - selling like hotcakes
"Our products for adults aren't doing so well, but our kids' products
are selling like hotcakes."
a) becoming popular in restaurants
b) selling at a high price
c) selling fast and in large numbers
Idiom #5 - pull your own weight
"Don't expect anyone to help you if you fall behind in your work. You need
to pull your own weight."
a) compete to be the best
b) do your own part / responsibility
c) report directly to the boss
Idiom #6 - backfire
"Our big sale backfired - we got a lot of customers that week, but most of
them never came back."
a) damaged the reputation of the company
b) had financial disadvantages
c) had unexpected negative results
Idiom #7 - run a tight ship
"The new boss runs a tight ship. She yelled at me when I was two minutes
late to a meeting."
a) is in a rush all the time
b) gets angry over little things
c) manages with lots of discipline
Idiom #8 - work out the kinks
"The software isn't ready yet; the programming team still needs to work out
a few kinks."
a) finalize the packaging
b) contact some potential partners
c) solve some small problems
Idiom #9 - get the ball rolling
"Do you have a few minutes to talk? I'd like to get the ball rolling on this
new marketing project."
a) finalize plans
b) get advice
c) start a process
Idiom #10 - gaining traction
"Although e-books are gaining traction, print books still represent 80% of
total sales."
a) starting to be successful
b) becoming cheaper and cheaper
c) easily available
Idiom #11 - buck the trend
"The retail sector is struggling, but Zara is bucking the trend with its third
consecutive profitable year."
a) becoming a market leader
b) going against the tendency
c) profiting from innovation
Idiom #12 - in the pipeline
"We've already built five training centers, and seven more are in the
pipeline."
a) being proposed
b) expected to be completed
c) requested by employees
Answers and Explanation
#1 – go the extra mile
b) do more than expected/required
Someone who “goes the extra mile” does extra work beyond what is required
or expected. It doesn’t necessarily mean working longer hours, but rather
choosing to make above average efforts. Companies like employees who go
the extra mile.
#2 - boost morale
a) increase positive feelings
The word morale refers to the general feelings of a group of people. If you
say "morale is low," it means that people in the group are depressed.
To boost is to increase or raise - so boosting morale is to increase positive,
happy feelings in a group of people.
#3 - came under fire
a) was criticized
This idiom usually means criticized by many people, or criticized in the
media. Don't confuse:
"He came under fire" = He was criticized
"He got fired / He was fired" = He lost his job
#4 - selling like hotcakes
c) selling fast and in large numbers
A cake is most delicious when it is hot, immediately after it is made. "Hot
cakes" sell fast because a lot of people want to buy them. So a product that is
"selling like hotcakes" is selling fast and in large numbers because demand
for it is very high.
#5 - pull your own weight
b) do your part / responsibility
This idiom comes from the sport of rowing / crew:
In rowing / crew, each person in the boat needs to pull their own weight
Each person in the boat adds weight, which slows the boat down. So every
person needs to "pull their own weight" - contribute the power to move the
boat to compensate for his weight.
#6 - backfired
c) had an unexpected negative result
When you fire a gun, you want the bullet to go forward, out of the front of the
gun. If the gun malfunctions and the bullet goes back, it will injure you. So to
backfire is to have unexpected negative consequences that were the opposite
of what was intended.
#7 - runs a tight ship
c) manages with a lot of discipline
The captain of a ship needs to maintain discipline among the crew (the people
working on the ship) in order for the ship to run efficiently. This idiom is also
applied to management of businesses and groups in general. A person who
runs a tight ship has high standards for the behavior of their employees, and
requires everything to be as perfect as possible.
#8 - work out a few kinks
c) solve some small problems
Image source
A "kink" is a bend or twist in a wire. This is a problem; wires need to be
straight with no kinks. To "work out the kinks" means to resolve the small
problems in some project or system.
#9 - get the ball rolling
c) start a process
When a ball is in motion on the ground, it is "rolling." A rolling ball has
momentum - but someone needs to start this movement. "Get the ball rolling"
is used to describe beginning a process or project.
#10 - gaining traction
a) starting to be successful
"Traction" is friction. Imagine a car or truck that is stuck in the mud. The
tires have no traction because the ground is slippery, so the truck will not go
forward:
These tires have no traction, so the truck can't go forward.
If a product gains traction, it means it gains the ability to move forward - it is
starting to be successful, beginning to gain popularity and acceptance.
#11 - buck the trend
b) going against the tendency
 A male deer is called a buck 
A buck is a male deer. It uses the antlers on its head to fight, to resist. So to
"buck the trend" means to go against the general trend or tendency.
#12 - in the pipeline
b) expected to be completed
Oil pipelines deliver the oil to its final destination - so the idiom "in the
pipeline" means that something is in progress and expected to be completed
in the future.
Oil pipelines take oil to its final destination
You’ve finished Lesson 29! Come back tomorrow for your next progress test.
Quiz: Lesson 29
Choose the best idiom to complete each sentence in the dialogue below.
a tight ship buck the trend in the pipeline
backfired gain traction pull their own weight
boost morale go the extra mile sold like hotcakes
Laura: You’ve made a fortune in the clothing business. Do you remember
your first successful product?
Randall: It was a sporty spring jacket, and it
(1)________________________. I could barely keep up with the demand.
Laura: After you started to (2)________________________ with the jacket,
what was your next step?
Randall: Well, I tried to outsource the production, but it
(3)_________________________ and I lost a lot of money.
Laura: Did you ever think about giving up?
Randall: No, not really. I’ve always been the type of person to
(4)____________________________, so I figured I’d work twice as hard to
overcome that setback.
Laura: Most small businesses don’t survive their first few years, and you’ve
been doing this for a decade. How were you able to
(5)____________________________?
Randall: I’m constantly innovating. I’ve always got new products
(6)__________________________, and customers lovethe new stuff.
Laura: You’ve come under fire for the way you treat your staff; some former
employees say you’re very hard on them. Any comments on that?
Randall: I do run (7)________________________, and I have high
expectations for my staff. For the company to operate efficiently, each person
has to (8)______________________________. But everyone’s working on
something important; I find that giving people meaningful work helps
(9)___________________________.
Check your answers
Progress Test 3
1) As a manager, I always try to motivate my _____________ in a positive
way.
A. subcontractors
B. subdivisions
C. subordinates
2) When you finish the newsletter design, please __________ it by me before
publishing it.
A. give
B. hand
C. run
3) My boss isn't very open to _____________ from the team members; she
seems to reject everyone's suggestions.
A. consensus
B. feedback
C. micromanaging
4) We ______________ three new programmers fresh out of college. They'll
start next week.
A. recruited
B. retained
C. turned over
5) If you get a good _______________ review, then it's a good time to ask
for a raise.
A. implementation
B. effective
C. performance
6) He's a great speaker, but his writing skills are _______________.
A. mediate
B. medium
C. mediocre
7) The company might have to pay a fine if it's not in _______________ with
the laws.
A. absence
B. compliance
C. discrimination
8) You should keep at least 3 months of living expenses in your
 ____________ account to cover emergencies.
A. balance
B. interest
C. savings
9) There's a charge I don't recognize listed on my bank _______________.
A. bill
B. statement
C. withdrawal
10) The ____________ at my bank are friendly and helpful.
A. bouncers
B. checkers
C. tellers
11) I'm still waiting for my brother to pay back the money I ___________ 
him.
A. borrowed
B. deposited
C. lent
12) If you borrow $100,000, the _____________ will be about $500 per
month.
A. credit score
B. installments
C. principal
13) They fell behind on their ______________ payments and lost their house.
A. bankrupt
B. default
C. mortgage
14) A lot of people panic and sell off their investments during a __________ 
market.
A. bear
B. bull
C. conservative
15) April 15th is the deadline for filing your tax _____________ in the U.S.
A. bracket
B. refund
C. return
16) The company is in trouble - it doesn't have enough money to cover its
 _______________.
A. assets
B. liabilities
C. reserves
17) Sometimes small companies can innovate faster than the large market
 _____________.
A. leader
B. monopoly
C. share
18) Our products are made by hand. That's what ________________ them
from mass-produced items.
A. differentiates
B. optimizes
C. outperforms
19) The company hires a ________________ once a year to help improve its
direct mail campaigns.
A. consultant
B. middleman
C. stakeholder
20) If all goes well, we're _______________ a 30% increase in sales this
year.
A. redesigning
B. forecasting
C. positioning
21) She comes up with a lot of ideas, but only a few of them are realistic; the
rest aren't _____________.
A. deliverable
B. models
C. viable
22) Our software has more _______________ than any of our competitors'
products.
A. factors
B. features
C. futures
23) My first job was doing _________________ sales for a landscaping
company.
A. door-to-door
B. house-to-house
C. place-to-place
24) This race is being ______________ by Red Bull, and they're giving free
samples of their energy drinks at the starting line.
A. benefited
B. cold called
C. sponsored
25) If you don't follow up with interested ______________, you'll lose
potential customers.
A. pamphlets
B. prospects
C. publicity
26) Ford plans to _____________ a fully self-driving car within the next 5
years.
A. launch
B. layout
C. run
27) Our _____________ audience for this product is men ages 18-30 who
need to lose weight.
A. target
B. slogan
C. survey
28) With all the new construction going on, the _______________ industry is
doing quite well these days.
A. coal
B. lumber
C. textile
29) I like working in _______________ because I get to be on the forefront
of new projects.
A. KPI
B. R&D
C. ROI
30) Our ____________ operates 24 hours a day; we only shut the equipment
down for repairs and maintenance.
A. capacity
B. fabricate
C. factory
31) I don't think this product is ready for large-__________ production; there
ust hasn't been enough interest from the public yet.
A. line
B. output
C. scale
32) The company has ___________ the formula for their cleaning products
so that competitors can't copy it.
A. patented
B. recalled
C. rolled out
33) Cassette tapes are _____________. Music is all stored in MP3s these
days.
A. cutting-edge
B. defective
C. obsolete
34) The boxes were not properly ______________ and that's why they fell
down.
A. contained
B. retailed
C. secured
35) It's hard to sell electronics to that country because they have very high
 _____________ on imports.
A. customs
B. forklifts
C. tariffs
36) This juice bar expanded from a single location into a ______________.
A. chain
B. department store
C. mall
37) We bought all our furniture __________________ to save money.
A. brick-and-mortar
B. franchised
C. second-hand
38) This _____________ has a coupon for 10% off your first order.
A. bin
B. flier
C. stock
39) Can you help me reach that bottle on the top ____________?
A. rack
B. shelf
C. tag
40) Food that is expiring soon is often _______________ down to encourage
sales.
A. bulked
B. bundled
C. marked
41) If you join the _____________ program, every 10th haircut is free.
A. loyalty
B. upmarket
C. wholesale
42) Make sure to bring the ______________ to the store if you want to return
or exchange an item.
A. checkout
B. receipt
C. refund
43) I don't like it when salespeople use high-pressure tactics to
 ____________ a sale.
A. close
B. rep
C. shut
44) With this coffee maker, you'll be ___________ to make espresso, lattes,
cappuccinos, and more.
A. able
B. allowed
C. interested
45) _____________ you'd be interested in an upgrade to your home stereo
system.
A. Could
B. Perhaps
C. There
46) This month only, you can get a 7-day free ___________ of all our fitness
classes.
A. guarantee
B. trial
C. type
47) These products can be very affordable with ________________.
A. financing
B. paperwork
C. unbeatable
48) I ___________ haven't gotten the shoes I bought on your website last
month.
A. still
B. though
C. yet
49) Just to ___________, you're saying that we actually sent you too many
products by mistake?
A. bear
B. clarify
C. order
50) _______________ your package shipped yesterday - it should be there
within the next three days.
A. Apparently
B. Carefully
C. Patiently
51) I only eat organic food because I'm concerned about _____________ 
pesticides.
A. flammable
B. illness
C. toxic
52) He lost consciousness after breathing in the ___________ in the factory.
A. fumes
B. voltage
C. waste
53) Don't leave your tools on the floor where someone could ____________ 
over them.
A. flip
B. jump
C. trip
54) Surgeons wear _____________ so that they don't spread germs to the
patient.
A. boots
B. earplugs
C. masks
55) He has a bad cut on his arm - go get the first _____________ kit; there
are bandages in there.
A. aid
B. alarm
C. help
56) Keep in mind that the insurance policy doesn't ______________ 
accidents that may happen to non-employees on company property.
A. cover
B. hide
C. risk
57) My dental insurance excludes cosmetic procedures, so I had to pay out of
 _____________ to whiten my teeth.
A. deductible
B. pocket
C. purse
58) She's not afraid to say what she thinks about controversial topics, and she
often _______________ for her opinions.
A. boosts morale
B. comes under fire
C. sells like hotcakes
59) My attempts to fix the computer _______________ - I just ended up
breaking it further.
A. backfired
B. went the extra mile
C. worked out the kinks
60) We haven't made a ton of progress, but at least we've had a meetingto
 ________________.
A. get the ball rolling
B. pull our own weight
C. run a tight ship
Check your answers
Lesson 31: Computers and IT
There are several different types of computers:
A desktop computer is often used in homes, offices and internet
cafes.
Laptop or notebook computers are good for traveling.
Tablets have a touchscreen, so they are even smaller and lighter
than laptops.
And a cell phone with computer capabilities is called
a smartphone.
desktop computer
laptop/notebook
tablet and smartphone
For example, I have a laptop and a smartphone. I don't have a desktop
computer or a tablet.
Which types of computers do you have? Go ahead and say it: I have a
 ____________.
Computer Parts
Let's review the parts of a computer.
All computers have a screen - this is the part of the computer that displays
the information. Desktop and laptop computers have a keyboard - each unit
of a keyboard is called a "key." English has a specific verb for using the
keyboard to write on a computer: type. For example: I can type 100 words
per minute.
The mouse is a small round object that can be used to move the cursor (the
little arrow on the screen). Desktop computers often have cables to connect
the various parts of the computer.
Laptops don’t have a mouse – instead, they have an area you touch, called
a touchpad. Tablets and smartphones have a touchscreen, because you put
your finger directly on the screen to control the computer.
Inside the computer, your data is kept in files. You can put your files
into folders to keep them organized.
files
folders
Sometimes, if you need to send a big file - or multiple files - to someone, you
can compress the files into a zipped folder. The person who receives a
zipped folder needs to unzip or extract it to see the files inside it.
A zipped folder
Computers have hardware and software. The word "hardware" means the
physical elements of the computer - such as the keyboard, mouse, hard drive,
and CD drive. The word "software" refers to the programs on the computer,
which are also sometimes called applications.
Software has features - features are abilities of the program to do something.
For example, "This program has an audio-editing feature, but not a video-
editing feature." Often, software also has bugs - errors in the program.
Software developers fix the bugs by creating a new version of the program.
When you change to a more advanced version of a program, this is
called updating or upgrading.
One of the most commonly-used programs is Microsoft Word, so let's look at
a few features in Word. You can make your text  bold, italicized,
or underlined. You can also organize it into a bullet-point list:
Item 1
Item 2
Item 3
Finally, you can change the font - that's the style of the text:
Another common program is Microsoft Excel. Excel documents are
called spreadsheets. Each spreadsheet has horizontal rows and
vertical columns.
You can use Excel to add, subtract, multiply, or divide numbers. There are
also many more complicated calculations you can do in Excel.
Internet
There are a number of different expressions used for accessing the internet:
access the internet
connect to the internet
get online
go online
surf the web (informal, usually used for personal/fun internet use,
not work-related internet use)
You can connect to the internet through this equipment, which is called
an Ethernet cable:
Or, if you don't use a cable, you can connect through wireless internet (also
called WiFi).
The program you use to access the internet is called a browser. Some
common browsers are Safari, Firefox, Internet Explorer, and Chrome. After
opening the browser, you type in the URL (the address) of the website you
want to visit. For example, the URL of this site is www.espressoenglish.net
The internet contains many different types of sites, such as blogs, search
engines, and social networks. An increasing number of people and
companies are also using cloud-based computing - that means programs and
services that are delivered through a network/internet. Instead of keeping the
data on your computer, the data is kept on the internet ("in the cloud") so that
you can access it from any computer, tablet, or smartphone.
Finally, when a website, network, or internet service isn't working, we say it
is down. For example: "I haven't been able to check my e-mail yet today. The
internet in the office has been down all morning."
Speaking of e-mail, here are a few words that are frequently used with e-mail.
After you receive an e-mail, you can:
reply to the e-mail (that means write back to the original person
who sent you the message)
forward the e-mail (that means send the message to a third
person)
or delete the e-mail (that means putting it in the "digital trash can,"
because you don't need to keep it).
When you send an e-mail, you can also add an attachment - that means
including a file like a Word document or Excel spreadsheet with your
message.
Computer Problems
If a computer has a very serious problem that makes it stop working, we say
the computer crashed. A computer crash is a big disaster, and it often results
in losing data.
A less serious problem is when the computer freezes or locks up - this is
when the screen stops, and you can't type or move the mouse. This can
usually be fixed by restarting (or rebooting) the computer.
There are several things that can cause computers to crash or freeze. One of
them is a computer virus - a bad program designed to damage your
computer. There's also spyware - programs designed to secretly gather
information from your computer.
To protect against viruses and spyware, many companies use a firewall -
that's a program that protects the entire company network from suspicious
programs. Another security measure is installing anti-virus software on your
computer.
Finally, it's important to back up your data - this means to make a copy of
your data and keep it in a safe place. This way, if your computer ever crashes
or gets infected by a virus, you can recover your information from the
backup.
For some more advanced computer and IT vocabulary, check out the course
at http://www.english4it.com
You've finished Lesson 31! Try the quiz to test your vocabulary, and log in
tomorrow for the next lesson.
Quiz: Lesson 31
1) I can't watch YouTube videos at work because the site is blocked by the
company ___________.
A. backup
B. firewall
C. forward
2) The WiFi isn't working. Do you have ____________ I can borrow?
A. an Ethernet cable
B. a power cord
C. a search engine
3) My computer makes an automatic ________ of all my data every night.
A. software
B. restart
C. backup
4) To open this file, you need to download the latest _________ of Adobe
Acrobat.
A. hardware
B. type
C. version
5) I put all of the papers from the conference into a ________ on the server.
A. freeze
B. folder
C. browser
6) Call our IT department - the company website is ______!
A. down
B. off
C. out
7) Can you help me with a computer problem? I was trying to install a new
program, and the screen just _________.
A. locked up
B. backed up
C. zipped up
8) I like the new design of the magazine cover, but I think the _______ is a
little hard to read.
A. file
B. font
C. bug
9) I didn't get the message from the HR department. Could you __________ 
it to me?
A. reply
B. folder
C. forward
10) You should never open ___________ from someone you don't know - it
could contain a virus.
A. a spyware
B. an attachment
C. an Ethernet
Check your answers
Lesson 32: Medical and Dental
English
Today's lesson is an overview of vocabulary used in medicine and dentistry.
Even if you don't work in these areas, you'll learn many useful words for
talking about health problems and treatments in English.
Let's start with the people who work in the medical profession. We
have doctors - who identify medical problems and recommend treatment -
and nurses, who help care for the patients. A doctor who specializes in a
particular area is called aspecialist. Here are a few common types of
specialists:
surgeons - Perform surgery (operations)
pediatricians - Specialize in working with babies and children
cardiologists - Specialize in heart conditions
dermatologists - Specialize in skin conditions
psychiatrists - Specialize in mental health
orthopedists - Specialize in the skeletal and muscular systems
oncologists - Specialize in treating cancer
gynecologists - Specialize in the health of the female reproductive
system
For a more complete list of specialists, visit:
http://www.buzzle.com/articles/types-of-doctors-and-what-they-do.html
Routine Checkups
Everyone should go to the doctor regularly for a
routine checkup or physical - this is a general examination, usually done
once per year, to monitor your health and make sure you don't have any
problems. Checkups / physicals are a form of preventative care - things you
do to prevent health problems before they start.
At the checkup, the doctor usually:
Measures your height (how tall you are, in feet/inches or meters)
and weight (how heavy you are, in pounds or kilograms)
Listens to your heart and lungs with a piece of equipment called
a stethoscope. He will probably put the stethoscope on your chest and tell
you to "Take a deep breath" - that means "Inhale a lot of air."
Checks your blood pressure. If your blood pressure is too high, that is
called hypertension and it can lead to heart attacks and strokes, among
other serious medical conditions.
This is used to check your blood pressure.
Takes a blood sample and/or a urine sample. The doctor sends these to
the laboratory (or lab) for testing to check for potential problems.
Asks you general health questions, for example: "How have you been
feeling in general?" If everything is OK, you can respond with: "Fine - no
complaints." If you've been feeling under the weather (a little bit sick), then
it's important to tell the doctor, for example:
"I've been having frequent headaches lately."
"I've been feeling nauseous after eating."
"My back has been hurting."
Health Problems and Treatments
One way to help prevent illness is to get immunizations (or vaccinations) -
medicines that protect you from specific diseases. Unfortunately, not every
disease has a vaccination available, so everybody gets sick from time to time.
The doctor will ask you to describe your symptoms (the physical signals of
the health problem that you are experiencing). Here are a few ways you can
respond:
I have...
a fever (elevated body temperature)
a cough
a sore throat
a runny nose (nose is dripping liquid)
a stuffy nose (nose is blocked; difficulty breathing)
a headache
a stomachache
diarrhea
a rash (an unusual colored area on your skin)
I'm...
constipated
(your digestion is blocked; you have difficulty going to the
bathroom)
having trouble sleeping / breathing.
("having trouble" is another way to say "having difficulty")
feeling unusually tired
feeling lightheaded
(you feel like you might lose consciousness)
Telling the doctor about your symptoms will help him make
a diagnosis (identify your health problem specifically). If you want, you can
also get a second opinion (consult a different doctor).
To treat you, the doctor might give you a shot (an injection) or give you
a prescription (official permission to buy certain medicines)
for antibiotics (used to treat bacterial infections) or painkillers (used to
reduce pain). Hopefully, your medicine won't have any side
effects (unpleasant additional effects, like making you feel tired or making
you lose your appetite).
If there's a chance you might have cancer, the doctor will perform a biopsy -
that means removing a small sample of the potentially cancerous cells or
tissue for analysis in the lab. If the test shows that it is benign, that means it
is not cancer, and will not spread to other parts of your body. If the test shows
that it is malignant, that means it is cancer and can spread to other parts of
your body.
The treatments for cancer include surgery to remove the
cancer, chemotherapy (treatment with a combination of powerful drugs),
or radiation therapy to damage and kill the cancerous cells.
Now let's talk about injuries - when you hurt yourself in an accident.
Common types of injuries include:
Cuts, when something sharp breaks open your skin and you start to bleed. If
the cut is serious, you may need to get  stitches, which hold the cut together
until it heals.
Burns - injuries from fire or hot objects. The treatment involves applying a
special ointment (cream) and a bandage to cover the damaged skin and
protect it from infection.
Sprains / Strains - injuries to your tendons and ligaments (the connections
between your muscles and bones). Sprains and strains usually heal in several
weeks with rest. The doctor may also give you a brace to help support that
part of your body until it gets better.
Broken bones / Fractures - When you break your arm, leg, or another part
of your skeleton. Depending on the fracture, the doctor may need to "set"
the fracture (put the broken parts of the bone into alignment). Then you'll
get a cast (a hard, protective covering of plaster that keeps the broken bones
immobile until they heal).
If the injury was to your foot or leg, you'll need to walk with the help
of crutches or a wheelchair.
cast and crutches
wheelchair
Finally, you may need physical therapy (special exercises to help recover
normal function of your body).
Going to the Dentist
We'll finish up our study with a trip to the dentist - it's important to visit
frequently for a cleaning of your teeth, which is usually done by the dentist's
assistant, who is called a dental hygienist.
The cleaning removes plaque (a light yellow covering of bacteria that forms
naturally on teeth). If left untreated, plaque can lead to inflammation
(irritation) of the gums (the pink part around your teeth) as well
as cavities (holes in the teeth).
If you have a cavity, the dentist will first do some  X-rays to see the extent of
the damage. Then, she will give you local anesthesia - an injection that
makes that area of your mouth numb (meaning you can't feel anything). She
then removes the damaged area of the tooth and inserts a filling, which can
be made of gold, silver, ceramics, or a synthetic material.
If the tooth is badly decayed, then it might be necessary to perform a root
canal - when the nerves and blood vessels inside a tooth are completely
removed, filled with an artificial material, and the top of the tooth is protected
with a crown.
 Diagram of a root canal
Finally, if a tooth is very seriously damaged, it can be  extracted (removed).
Dentists can also repair chipped teeth (when you hit your tooth and break off
a small piece) and perform cosmetic procedures such as whitening. If your
teeth are crooked (out of alignment), then your dentist can refer you to a
specialist called an orthodontist, who can give you braces (equipment that
changes the position of your teeth over time).
Finally, let's learn the names for the different types of teeth.
Incisors are the teeth in the front of your mouth - you use these
for biting your food
Canines are the sharp, pointy teeth next to the incisors
Molars are the big teeth in the back of your mouth - you use these
for chewing your food
Wisdom teeth are the final set of molars, which usually appear
between the ages of 17 and 25. They often grow in the wrong
position and need to be extracted.
Children's teeth, which are temporary, are called "baby teeth" -
they eventually fall out and are replaced by permanent teeth
If you're interested in reading and listening to more articles with medical
English terms, go to http://www.manythings.org/voa/medical
Quiz: Lesson 32
1) You should see a _______________ if you notice any unusual marks on
your skin.
A. cardiologist
B. dermatologist
C. psychiatrist
2) My _____________ said this type of cancer has an 80% survival rate after
5 years.
A. gynecologist
B. oncologist
C. orthodontist
3) How long hasit been since your last ___________?
A. check-in
B. checkout
C. checkup
4) The doctor recommended some dietary changes in order to reduce my high
blood _______________.
A. attack
B. pressure
C. weight
5) We will need a urine ___________ to check for kidney problems.
A. lab
B. sample
C. vaccination
6) Sneezing, fatigue, and muscle aches are ____________ of the flu.
A. signals
B. symbols
C. symptoms
7) I'm going to take your temperature to see if you have a ____________.
A. fever
B. headache
C. rash
8) You need to show your ID at the pharmacy to pick up _____________ 
medication.
A. malignant
B. painkiller
C. prescription
9) After I broke my arm, I had to wear a __________ for six weeks.
A. bandage
B. cast
C. crutches
10) He needed several months of physical ___________ to recover a full
range of motion after his knee operation.
A. surgery
B. tendons
C. therapy
11) If you eat a lot of candy, you're more likely to get ____________.
A. cavities
B. gums
C. numb
12) Many teenagers get __________ to help straighten their teeth.
A. braces
B. crowns
C. molars
Check your answers
Lesson 33: Science
Scientific Method
Let's begin by talking about the scientific method - the process that scientists
use for exploring the natural world and making new discoveries. There are
five basic steps:
1. Formulate a question - State the purpose of the experiment
2. Research - Investigate and consider what is already known
3. Create a hypothesis - Predict the answer to the question
4. Experiment - Test the hypothesis
5. Analysis and conclusion - Did the results of the experiment prove
or disprove the hypothesis?
During the process, scientists need to collect and record data (information
and observations) very carefully. To be considered proof for the hypothesis,
the experiment must be repeatable - that means other people can do it and
get the same results. Also, the scientist's work usually undergoes a peer
review - it is published and other scientists evaluate its accuracy and
credibility.
When a number of experiments repeatedly confirm a hypothesis, it results in
a scientific theory - an idea that is generally accepted as true. Theories,
although they are well-established by the evidence, are not necessarily
permanent - they can be changed, modified, and abandoned over time.
For example, the Greek astronomer Ptolemy had a theory that the earth is at
the center of the solar system. This model was fairly accurate for predicting
the positions of the planets, and it was used for over 1500 years. Then,
another astronomer named Copernicus proposed the theory that the sun is at
the center. Later experiments and calculations supported this idea, so the new
theory was adopted and the old one was rejected.
Branches of Science
Science has dozens of different branches (areas), which can be sorted into
the following categories:
Physical Sciences
Life Sciences
Social Sciences
Formal Sciences
Applied Sciences
Physical Sciences
Physics is the study of matter (physical materials), energy, and
force. Classical mechanics, for example, predicts the motion of physical
objects within a system of forces - such as the earth's gravity (the force that
pulls objects "down" towards the earth).
A few other areas within physics are acoustics (the study
of sound) and optics (the study of light). Most physicists also need to have an
understanding of thermodynamics (the study of heat), electricity,
and magnetism.
Chemistry is the study of the properties of matter and how it changes during
chemical reactions - transformations of a substance into one or more different
substances. Chemists need to understand atoms - the basic units of
chemistry:
The different types of atoms are called elements, and they are displayed in
the periodic table (carbon, oxygen, lead, silver, and gold are all examples of
elements). Multiple atoms combine to form a molecule - for example, one
water molecule includes two hydrogen atoms and one oxygen atom (H2O).
Earth science is the study of our planet, including fields such
as geology (study of the rocky parts of the
earth), oceanography and hydrology (study of the earth's water),
and atmospheric sciences (study of the atmosphere).
The surface of the earth consists of large sections called plates, and the
boundaries between these plates are called faults. These are often areas of
high geological activity, with earthquakes and volcanoes.
 Diagram of the earth's plates
Geologists also study erosion - the way wind and water change the soil and
rock of the earth's surface. Erosion can also be caused by human activities
such as construction, deforestation, and agriculture.
Oceanographers study the ocean's currents (major directions of flow) as
well as marine organisms (plants and animals) and ecosystems (communities
of living beings).
Atmospheric scientists help predict the weather and keep track of climate
change. Nowadays, special attention is being paid to the harmful (bad)
effects caused by pollution, such as smog and acid rain.
Finally, we have astronomy - the study of stars, planets, galaxies, and other
objects in outer space. Astronomers use satellites and very
powerful telescopes to collect data.
Life Sciences
Biology is the general term for life science, and it can be divided into human
biology, zoology (study of animals), and botany (study of plants).
Biologists study cells, which are the fundamental units of life. Cells are
organized into tissue (living material), and in humans and animals, tissues are
organized into organs (such as your heart, lungs, and liver).
Another major area in biology is genetics - the study of heredity through
DNA. Understanding genetics can help discover treatments for health
problems caused by genetic mutations (accidental changes in the normal
DNA sequence).
red blood cells
 DNA
Social Sciences
There are many fields of social science, but I'll just mention a few.
Anthropology is the study of humanity, including art, culture, and language.
Economics studies the production, distribution, and consumption
of goods (material items) and services, considering trends
of supply (availability of products) and demand (desire from the public).
International relations studies interactions between countries, governments,
multinational corporations, and NGOs (non-governmental organizations).
And sociology studies social topics including class (economic
level), mobility (ability to change in social position), religion, crime, family,
and gender issues.
Formal Sciences
Formal sciences are not based on observation of the natural world. Instead,
they focus on the laws of systems based on definitions and
rules. Mathematics, statistics, logic, and computer science are a few
examples of formal sciences.
Applied Sciences & Engineering
Finally, we have applied sciences and engineering. Whereas the other
sciences aim to gain knowledge, applied sciences aim to apply this
knowledge to build or design useful things to solve practical problems.
For example, a physicist's goal might be to understand the laws of gravity,
acceleration, and wind resistance - but an aerospace engineer's goal might be
to design a new airplane that flies faster while using less fuel.
You've finished Lesson 33! In the quiz, you'll read statements by scientists
about their research - choose the correct type of scientist for the speaker of
each statement.
Quiz: Lesson 33
1) "I'm studying the role of women in ancient Egyptian culture."
A. international relations specialist
B. anthropologist
C. biologist
2) "I'm studying a new species of penguin recently discovered in Antarctica."
A. oceanographer
B. chemist
C. zoologist
3) "I'm studying the evolution of distant galaxies."
A. astronomer
B. biologist
C. atmospheric scientist
4) "I'm studying the effects of race on social mobility."
A. sociologist
B. economist
C. anthropologist
5) "I'm studying a rare human blood type."
A. botanist
B. biologist
C. geologist
6) "I'm designing a suspension bridge."
A. physicist
B. mathematicianC. civil engineer
7) "I'm monitoring the movement of a fault line after an earthquake."
A. chemist
B. hydrologist
C. geologist
8) "I'm studying the equilibrium of international markets."
A. economist
B. statistician
C. geneticist
9) "I'm developing a process for large-scale production of a pesticide."
A. electrical engineer
B. chemical engineer
C. mechanical engineer
10) "I'm studying the seasonal patterns of tropical storms."
A. oceanographer
B. atmospheric scientist
C. aerospace engineer
Check your answers
Lesson 34: Art, Fashion, Design
Art
Which is your favorite medium (type) of art?
There's drawing, which is done with pencil, pen, or charcoal on paper:
Painting involves applying paint to a canvas with a brush. A few specific
types of paintings are portraits (paintings of people) like the Mona
Lisa, landscapes (which show natural scenery), and still life
paintings (which show everyday objects).
The Mona Lisa is a famous portrait.
 A landscape
 A still life painting
Three-dimensional art is called sculpture. Sculptures can be made in stone,
metal, ceramics, wood, and other materials.
Finally, we have photography, the art of capturing images with a camera.
A work of art that uses more than one medium is called  "mixed media" -
such as a combination of painting and sculpture, or drawing and photography.
Art is usually displayed in a museum or art gallery. Museums often have
both permanent exhibitions and temporary exhibits featuring the work of a
particular artist.
People visit museums to contemplate the art (that means look at it attentively
and thoughtfully). In some galleries, you can also buy original works as well
as reproductions (a copy or imitation of the original artwork).
There's an infinite variety of artistic styles, but some of the major styles are:
Realism - Art that shows the subjects accurately as they exist in real life.
 A realist painting
Impressionism - Art that emphasizes visual effects rather than perfect detail.
 An impressionist painting
Baroque - Art that uses exaggeration to produce a dramatic effect.
 A baroque painting
Abstract Art - Art that is very different from reality.
 An abstract painting
Fashion
The art of designing clothes and accessories is called fashion, and the
professional who creates the new styles is called a designer.
Some of the most famous events in the world of fashion are fashion shows,
where designers showcase (display to the public)
their latest (newest) collections.
During the show, models walk out on the runway or catwalk dressed in the
clothing made by the designer. Fashion critics then analyze and comment on
both the individual pieces as well as the entire outfit (the total combination of
clothes, shoes, and accessories).
Two words often used in describing fashion trends are "in" and "out." If a
particular style is "in," that means it's popular and is currently considered
fashionable. If a style is "out," then it is not popular; it is currently considered
unfashionable.
Another way to describe the styles that are currently in fashion
is "hot." Magazines often report on "What's hot this season" - that means,
what is currently considered fashionable. It's also common to describe a
certain item as a "must-have" - that means this item is "essential," implying
that you need to own it if you want to be stylish and keep up with the fashion
trends.
There are some styles that never go out of fashion. These are often described
as "timeless" and "classic," because they are always fashionable throughout
the years.
Sometimes designers imitate styles from previous decades. Clothing that
imitates designs from the past is called retro or vintage. Of course,
sometimes the designers add a modern twist (a change) to these old styles.
There are a number of adjectives you can use to describe fashions. Here's a
small sample:
classy / refined = elegant
hip = modern, cool
eclectic = an unusual mix of various styles
edgy = daring, provocative, trend-setting
bold / striking = strong, gets your attention
minimalist = simple
sleek / tailored = clothing that is close to the body, it shows off
the body's natural shape
So... how would you describe your style?
Design
Our final area of study is design, which consists of interior design (that's the
design and decoration of the inside of a house or building)
and landscaping (the design and decoration of nature).
Many people consult an interior designer when they
are remodeling or renovating their house - that means changing and
improving the design and decoration.
Interior designers plan the layout (the arrangement and positioning) of
the furniture (tables, chairs, couches, etc.) as well as
the lighting (illumination). They use a variety of materials, such as metal,
plastic, wood, tile, stone, glass, and fabric, to achieve the "look" (the visual
style) that the client wants.
A landscape designer arranges grass, flowers, trees, and shrubs or bushes to
create a nice visual effect. Depending on the area, landscapers may also
plan walkways or paths, benches, and fountains.
Landscapers need to have both aesthetic talent (understanding of beauty)
and technical skills such as evaluating the soil type and
planning drainage (how excess water will leave the area).
People hire landscapers both for residential projects, such as designing a
personal garden or the yard of a house, and for designing the grounds (the
external area around a building) of a company.
Quiz: Lesson 34
1) By including a thin red stripe down the sides, Carolina Herrera has added
an innovative ____________ to the classic black dress.
A. edgy
B. retro
C. twist
2) I bought a beautiful ___________ painting of a sunset over the sea.
A. landscape
B. portrait
C. still life
3) I don't like the current __________ of my kitchen; there's not enough
space between the fridge and the stove.
A. furniture
B. layout
C. lighting
4) The ____________ sculpture in the park is beautiful, but I'm not sure what
exactly it's supposed to be.
A. abstract
B. baroque
C. realist
5) The bright yellow shoes provide a __________ contrast to the dark blue
pants.
A. refined
B. sleek
C. striking
6) The ________ has created a stunning new line of swimwear.
A. critic
B. designer
C. model
7) I can’t afford to buy original artwork, but I love getting
 __________________.
A. repetitions
B. replications
C. reproductions
8) This ___________ is elegant and sophisticated; perfect to wear to a formal
banquet.
A. runway
B. outfit
C. showcase
9) This tailored silk blouse is a __________ for the modern woman.
A. hot-hit
B. must-have
C. need-now
10) We're renting temporary offices downtown during the __________ of our
main headquarters.
A. grounds
B. landscaping
C. remodeling
Check your answers
Lesson 35: Legal Issues
There are two main areas of law - criminal law and civil law. Criminal law
deals with crime and punishment, whereas civil law involves settling
disputes (resolving conflicts) between individuals and/or organizations.
Criminal Law
Let's begin with criminal law, which decides if the suspect (the person who
might have done something illegal) is innocent or guilty of a crime (an illegal
act).
First, the person is arrested - that means the police catch him and take him to
the police station. If the person is acting violent, the police might also
use handcuffs:
Then, he is charged with a crime – that means he is formally accused of the
specific illegal act. A few examples of common crimes are:
assault (physically attacking someone)
drug dealing (buying/selling illegal drugs) or possession (having
illegal drugs)
murder (killing someone)
rape (forcing sexual relations on someone)
theft (stealing something)
vandalism (destroying another person's property)
You can read a more complete list of crimes here:
http://criminal.findlaw.com/criminal-charges/view-all-criminal-charges.html
Next, the case goes to trial - a trial is an evaluation of the evidence in a place
called court. The public official who supervisesthe process is called
the judge. In some cases, there is also a jury - a group of people who make
the final decision, which is called the verdict.
During the trial, evidence is presented, and often witnesses (people who saw
the events in question) are called to testify (make their official declaration
about what happened - their statement is called a testimony). The suspect
may give an alibi - saying that he was in a different place when the crime was
committed.
Anyone who will speak during a trial must take an oath (make a serious
promise before God) to tell the truth. If a person makes statements they know
to be false, this is a crime called perjury.
If the suspect is found to be innocent, then he is acquitted of the charges. If
he is found guilty, he is convicted of the crime and sentenced - that means
the judge decides what the punishment will be. Here are some possible
punishments:
paying a fine (paying money as a penalty)
doing community service (often used for misdemeanors - minor
crimes)
imprisonment / jail time
capital punishment (death penalty)
If the person believes the verdict was unjust, he can appeal the decision - that
means taking the case to a higher authority (for example, from a state court to
a federal court) for a new decision. The higher court can overturn (reverse or
change) the previous verdict or uphold it (keep it).
Civil Law
As mentioned earlier, civil law involves the resolution of conflicts between
individuals and/or organizations.
A few examples of civil law cases are:
divorce and child custody proceedings: When two parents are
separating and need to decide who will keep the children, and how
much child support (money for the kids' expenses) will be paid.
landlord/tenant disputes: Conflicts between property owners and
property renters (for example, regarding damage done to an
apartment or disagreements about the rental contract).
personal injury / property damage: When one
person sues (takes legal action against) another person or company
for damage to his body or his property. The legal case is called
a lawsuit. The judge needs to decide who was liable (responsible)
for the damage, and if there was any negligence (lack of care; not
doing things in a reasonable way).
In civil law, there are often two parties (sides): the plaintiff  and
the defendant. The plaintiff is the person who is making the accusation of
wrongdoing, and the defendant is the person who is trying to defend himself
from that accusation.
Each party may have a lawyer or attorney to help represent them in court.
The lawyer helping the accusing party is called the prosecutor, and the
lawyer helping the defending party is called the defense attorney.
Often, the settlement (final resolution) of a civil case involves one side
paying the other side damages - money paid as a compensation for loss or
injury.
Business Crimes
Here are specific crimes that are sometimes committed in the business world:
insider trading – buying and selling shares on the stock market
based on private, internal company information that is not
available to the public (thus giving an unfair advantage)
price fixing – when various companies collaborate to control the
price of a product (for example, all agreeing to keep the price
high)
bribery – a “bribe” is money given to someone in a position of
power in order to influence them to do you a favor – for example,
giving money to a safety inspector in exchange for him filing a
good inspection report
forgery – to “forge” a document means to create a fake document
or alter a real one with the intent to deceive – for example, using a
computer to put the CEO’s signature on a document that she did
not really sign. When someone creates fake money that appears
real, that is called counterfeit money.
embezzlement – taking money from the company for personal use
money laundering – hiding the source of the money coming from
illegal or corrupt activities. For example, taking profits from sales
of illegal drugs and disguising them as profits from legitimate
products.
violation of laws/regulations – general expression for when a
company does something that is illegal or against the rules of a
country.
Companies can help prevent business crimes by adopting good corporate
governance practices. Corporate governance refers to the processes that are
used to control the company’s activities and monitor the actions of the
organization and its staff.
Businesses should also try to hire people with integrity (people who follow a
moral/ethical standard), since they are more likely to be law-abiding citizens
 – people who follow the law and do not break it.
Companies can also encourage a culture of accountability (being required to
explain or take responsibility for one’s actions) and transparency (showing
things openly, not hiding things).
All of these measures help prevent abuse of power or money (using these
resources in bad and wrong ways) and keep everything above-board (honest,
without deceit).
You've finished Lesson 35! Take the quiz to test your vocabulary, and log in
tomorrow for the next lesson.
Quiz: Lesson 35
1) After Barney broke his leg in an accident on the job, he ___________ his
employer, claiming that the working conditions were unsafe.
A. damaged
B. settled
C. sued
2) Although there were no __________ to the crime, the suspect was
convicted based on DNA evidence.
A. judges
B. tenants
C. witnesses
3) He was __________ to ten years in prison.
A. arrested
B. handcuffed
C. sentenced
4) My lawyer advised me to ___________ the decision because not all the
evidence had been considered.
A. acquit
B. appeal
C. overturn
5) Robbers broke into the museum and stole a painting worth $5 million. The
 ___________ occurred at approximately 3 AM on January 1st.
A. assault
B. murder
C. theft
6) When celebrities are charged with crimes, the newspapers and magazines
report frequently on the progress of the ____________.
A. alibi
B. trial
C. testimony
7) When I was a teenager, I had to do 200 hours of community
 ____________ after I was caught vandalizing some equipment in the public
park.
A. sentence
B. service
C. support
8) The court ruled that the manufacturer was ___________ for the accident
because it did not perform the proper safety checks.
A. liable
B. disputed
C. upheld
9) The CFO discovered that several of the employees were involved in
insider ____________.
A. fixing
B. laundering
C. trading
10) In some countries, it's common for companies to __________ 
government officials to gain advantages.
A. bribe
B. forge
C. embezzle
Check your answers
Lesson 36: Environmental Issues
In this lesson, we're going to look at three major environmental issues -
pollution, endangered species and deforestation, and energy consumption.
Pollution
Pollution is the act of putting harmful substances (called pollutants) into the
environment. A harmful substance is one that has negative effects on plants,
animals, or humans, causing destruction and/or health problems. Three major
types of pollution are air pollution, water pollution, and soil contamination.
The main sources of air pollution are power plants, factories, motor vehicles,
and fumes (vapors or gases) from aerosol sprays. Breathing polluted air can
make you develop respiratory infections (such as pneumonia and chronic
conditions like asthma) as well as lung cancer.
Smog in New York City
In some areas, the air pollution is visible - it is called smog. Efforts to reduce
air pollution include regulation by government, such as limits on
the emissions (what is put into the air) of dangerous chemicals.
There is also development of more fuel-efficient vehicles (such as hybrid
vehicles, which use both gas and electricity) and conversion to "cleaner"
fuels - like biodiesel, which is made from vegetable oil or animal fat.
Water pollution comes from sewage (dirty water from bathrooms), accidents
like oil spills, and litter (garbage that was not put in the proper place).
Not only does water pollution kill offthe wildlife (plants and animals) but it
also results in a shortage of clean drinking water - the word "shortage"
means there is not enough - causing millions of people to suffer from diarrhea
and diseases.
Polluted water can be purified (made clean) through filters, chemical
treatments, and boiling. Another source of clean water is desalinization -
removing the salt from ocean water.
To reduce water pollution, waste treatment systems around the world must be
improved, since proper treatment can neutralize (make neutral or harmless,
without bad effects) or remove more than 90% of the pollutants.
Soil contamination is usually due to industrial waste, pesticides (chemicals
used to kill "pests" - bacteria or insects that destroy crops - which are plants
grown for food), and chemical fertilizers (fertilizers are used to help plants
grow).
It's essential for factories to have a process for treating their hazardous
waste (hazardous means dangerous - flammable, corrosive, or toxic). It can
be neutralized, recycled into new products, or incinerated (burned in a very
hot fire).
Everyday consumers can help support soil conservation by buying organic
food (which does not use synthetic - artificial, man-made - chemicals) and
supporting sustainable agriculture - growing food in a way that does not
damage the environment.
Endangered Species and Deforestation
The word species means a unique type of plant, insect, or animal. When the
last member of a species dies, we say the species is extinct. For example, the
dinosaurs are extinct. A species with very few animals remaining is called
an endangered species because it is in danger of extinction.
Natural phenomena like disease, climate change, natural disasters,
and predators (animals that eat other animals) cause species to become
extinct over time.
However, many extinctions are due to human activity - especially destruction
of the animal's habitat (the area where the animal lives). The main cause of
habitat destruction is clearing of land for agriculture, although urban
sprawl (expansion of developed areas), mining (digging down into the earth
to extract minerals), and logging (cutting down trees to use the wood for fuel
and construction) also play a part.
The destruction of forests (areas with a lot of trees) is called deforestation. It
is estimated that by 2011, half of the world's original forests had already been
destroyed. In addition to destroying animal habitats, deforestation contributes
to global warming.
Some countries have adopted measures to curb (control, restrain)
deforestation, although some say that these restrictions impede (block or
prevent) development that could benefit poor people. Another option is using
sustainable forest management and reforestation - planting new trees.
Endangered species can be protected by creating preserves (areas of land that
are kept in their natural state, with little or no development) and
prohibiting hunting (killing animals for sport or for food). Another measure
is captive breeding - when the endangered animals are kept in a controlled
environment so that they can reproduce and increase their numbers in a safe
place.
Energy Consumption
Fossil fuels are energy sources such as coal, petroleum, and natural gas. They
come from plant/animal matter that died millions of years ago, which was
compressed by the soil and rock and underwent chemical transformations.
Fossil fuels are called non-renewable resources because they take millions
of years to form, so the supply is limited.
 A piece of coal
Coal is found close to the surface and is extracted by mining. Oil and natural
gas are extracted by drilling - making a deep hole in the ground. The oil and
gas are pumped out and then sent to a refinery, where they are purified and
prepared for consumption.
 An oil pump
Burning fossil fuels produces energy, but also carbon dioxide - a greenhouse
gas that contributes to global warming. Only about half of the CO2 generated
is absorbed by natural processes, so the excess CO2 in the atmosphere keeps
increasing.
Energy consumption is going up, and the earth has limited reserves of fossil
fuels - so renewable energy sources must be developed. Renewable means
the supply is naturally replenished. About 19% of the world's energy today
comes from renewable sources such as solar, wind, hydroelectricity, biofuel
and geothermal power.
Solar power is collected with panels that convert the light into electricity.
The main obstacle to widespread adoption of solar power is the high cost to
install these panels.
 Photovoltaic panels collecting solar energy
Wind power uses equipment called turbines to convert the energy of the
wind to electricity. A group of wind turbines in the same location is called
a wind farm; they can be located on land or offshore (in the ocean).
Hydroelectric power comes from blocking the flow of a river with a big wall
called a dam. The power generated depends on the volume of the water and
the difference in height between the top and the bottom of the dam.
It's also possible to get hydroelectric power from the ocean, by using the
energy of tides. Tides are the temporary increases and decreases of the water
level due to the gravitational pull of the moon. One downside (disadvantage,
negative aspect) of hydroelectric power is the damage to the ecosystem
caused by construction of the dams and power stations.
Finally, there is geothermal energy from the heat of the earth itself. The
earth's core (center) is very hot, with temperatures up to 5000 C. This heat
radiates up to the earth's crust. Geothermal energy is cost-effective, stable,
and reliable, but only a few locations can make use of it - mainly the areas
along fault lines.
 Energy-efficient light bulbs
Governments often give incentives such as tax breaks (reduced taxes) to
encourage use of renewable energy sources. These are also called "clean
energy" because they don't pollute the environment. Another way to describe
them is "environmentally-friendly."
We can help reduce energy consumption by using energy-efficient appliances
and light bulbs, using public transportation and carpooling (sharing a car
with other people), and using technology such as videoconferencing to
reduce the need to travel.
Conserving the Environment
The method of environmental conservation can be summed up in three "Rs":
Reduce - Buy and consume less. Turn off lights, computers, and
TVs when you're not using them, take shorter showers, use items
for a longer time before throwing them away.
Reuse - Buy used items rather than new items, or exchange them
instead of buying something new. Find new and creative uses for
old things.
Recycle - Separate materials that can be broken down and used
again - such as paper, plastic, metal, and glass.
Quiz: Lesson 36
1) A major petroleum company wants to __________ for oil in the middle of
a national park.
A. drill
B. hunt
C. mine
2) Don't throw away those soda cans - they can be ____________.
A. purified
B. recycled
C. reduced
3) Expansion of industrial areas has affected the ___________ of the Asian
elephant.
A. crops
B. habitat
C. hunting
4) I made a donation to an organization that helps establish preserves for
 ____________ species.
A. endangered
B. non-renewable
C. extinct
5) If we don't balance our energy consumption with the earth's available
resources, we could have an energy ___________ in the future.
A. downside
B. pollution
C. shortage
6) Processed food contains a lot of ___________ chemicals.
A. greenhouse
B. respiratory
C. synthetic
7) Radioactive materials are one type of ____________ waste.
A. endangered
B. hazardous
C. incinerated
8) Ships can't go down that river because there is a __________ and a
hydroelectric power station.
A. dam
B. tide
C. turbine
9) The river is now so ___________ that the local residents can't use the
water for drinking or cooking.
A. extinct
B. litter
C. polluted
10) Three of my co-workers live in my neighborhood, so we often
 ___________ to getto the office.
A. carpool
B. use biofuel
C. videoconference
Check your answers
Lesson 37: Non-Profit Organizations
A non-profit organization is an organization that uses its surplus
revenues (extra money) to achieve its goals and advance its work, not to pay
profits to investors like a regular company does.
There are many different types of non-profit organizations, but in this lesson
we're going to focus on charitable organizations (usually called charities),
which focus on helping people, animals, and the environment. The activities
of a charity may include providing food, medicine, education, and disaster
relief  (help and supplies after a natural disaster like an earthquake or flood).
To get money for their work, charities do fundraising - asking for donations
from people. A person who donates money is called a donor. Many charities
also recruit volunteers - invite and train people to work for the charity
without getting paid. Volunteer work can be done on a short-term or long-
term basis.
Finally, in addition to working directly to help solve social and
environmental problems, charities often try to raise awareness of problems -
"raising awareness" means making more people know about the problem.
This can be done through publicity, campaigns, etc.
Today we're going to learn some key vocabulary words through 12
statements about charities and related topics.
#1 - Microfinance helps alleviate poverty by
empowering impoverished families to run their own
businesses.
Microfinance is giving small loans to poor (impoverished) people, so that
they can start a business or continue ("run") their business. This
helps alleviate (make less bad) poverty - poverty is the condition of being
poor, without money or basic necessities. Finally, the verb empower means
to give someone an ability or power.
#2 - Thousands of people in rural areas are starving due
to the drought.
The verb starving means suffering from lack of food. A drought is a long
period of no rain. Because of the drought, the people couldn't grow enough
food to eat - resulting in a famine (serious food shortage) in the rural
areas (areas outside of the big cities).
#3 - Many of the homeless people in this shelter are
mentally ill.
A homeless person is someone who has no place to live. Homeless people
often sleep on the streets, and some of them are also beggars (people who
ask for money from the people walking by). A shelter is a place where
homeless people can get a temporary place to sleep, and often a shower and
something to eat as well. The term mentally ill describes a person with a
psychological disease (such as schizophrenia, for example).
#4 - Our organization is lobbying for stricter laws to
punish discrimination.
The verb lobby means to try to influence governments or public officials.
You can lobby "for" something (that means you approve of it), or lobby
"against" something (that means you disapprove of it). In this case, the
organization is lobbying for stricter laws (more rigid laws, or laws with a
bigger penalty) punishing discrimination. Discrimination is treating a person
differently based on their race (skin color), gender (male or female), class
(economic level), sexual orientation, etc.
#5 - We're boycotting companies that exploit children
or utilize sweatshops.
Boycott means not to buy anything from or interact with a company, as way
to express your dislike of that company's actions. The verb exploit means to
take advantage of a person, so that you benefit but the person does
not. Sweatshops are factories where the employees work very long hours in
bad or dangerous conditions, and receive extremely low wages (salaries).
#6 - A number of celebrities have endorsed fair trade.
Fair trade is an organized social movement that supports producers of
coffee, sugar, bananas, etc. in developing countries by paying reasonable
prices (not extremely low prices) for their products. The verb endorse means
to publicly support and give your approval.
#7 - Our program provides tutoring for underprivileged
youth.
Tutoring is extra help with schoolwork. Someone who
is underprivileged doesn't have the opportunities or resources that regular
people enjoy. Youth is a general word for children and teenagers.
#8 - After his best friend died of an overdose, Mark
founded a grassroots organization to combat substance
abuse.
An overdose is taking too much of a drug or medicine. In response to this
tragedy, Mark founded (established) a grassroots organization - a
community-based group that begins at the local level (in contrast to a group
that comes from outside the community). The verb combat means to fight, to
resist. And substance abuse is a term used for both drinking too much
alcohol and using illegal drugs (like cocaine and heroin).
#9 - Donors have pledged over $200,000 to provide
scholarships for refugee children.
Refugees are people who leave their homes and travel because of danger
(such as from war, disease, or natural disaster). A scholarship is an amount
of money given to someone to pay for their education - usually at university.
Finally, the verb pledged means "promised" - that means that nobody has
given the money yet, but the donors have promised to give it in the future.
#10 - Barbara's will left half her estate to her son, and
the other half to charity.
A will is the legal document that tells where to give a person's money and
possessions after the person dies. The total of all money and possessions is
called the estate. Many people, after they die, want their children
to inherit (receive) their estate. However, some people make donations to
charities, too.
#11 - Michael was arrested for fraud after running a
charity scam claiming to help disabled veterans.
Remember the verb "arrested" from our lesson on legal English? It's when the
police catch a potential criminal. Fraud is the word for a crime of deliberate
deception. In this case, Michael created a scam - that's a strategy that lies to
donors or customers, so that they give money thinking it will be used for one
thing, but it will really be used for something else. Michael told people the
money would be used to help disabled veterans - a veteran is a person who
served in the military, and disabled means the person has a physical
disability (for example, a person who is blind, deaf, or who can't walk)
#12 - Over 5,000 people signed the petition to make the
city buses wheelchair-accessible.
A petition is a document trying to achieve a goal by getting a lot of people to
support it. The people write their names on the petition, and then the petition
is sent to the authorities. This particular petition was aiming to make the city
buses wheelchair-accessible - that means having special equipment so that
people in wheelchairs can access the buses.
That was a lot of vocabulary in just 12 sentences - so now it's time to put it
into practice with the quiz.
Quiz: Lesson 37
1) We're collecting blankets and toiletries to send to the __________ from the
civil war in Sudan.
A. beggars
B. estates
C. refugees
2) Environmental groups are ___________ against the construction of a new
petroleum pipeline in the forest.
A. exploiting
B. boycotting
C. lobbying
3) Amnesty International was __________ in 1961 to defend human rights.
A. alleviated
B. founded
C. underprivileged
4) A group of 20 people __________ to death after getting lost in the desert.
A. drought
B. impoverished
C. starved
5) We give new immigrants __________ in English and training in
professional skills.
A. grassroots
B. awareness
C. tutoring
6) The ____________ program has transformed the economy of this small
fishing village.
A. microfinance
B. sweatshop
C. pledged
7) My grandfather is a World War II ___________. He served in France and
Germany.
A. founder
B. veteran
C. youth
8) We have a team of twenty ______________ who help serve meals at the
soup kitchen.
A. donors
B. shelters
C. volunteers
9) We're starting a __________ to improve conditions for the animals at the
localzoo. Would you like to sign?
A. scam
B. petition
C. scholarship
10) The big businesses __________ workers in Thailand, paying them only
$1 for ten hours of work.
A. disable
B. exploit
C. endorse
Check your answers
Lesson 38: Entrepreneurship &
Acquisitions
Entrepreneurship refers to creating, starting, and running a new business,
and a person who does this is called an entrepreneur. Entrepreneurs must be
innovative and willing to take risks.
Money is necessary for starting a new business, and there are several ways to
get the initial capital (money that will be used to invest in the business and
generate more money).
Many entrepreneurs spend their early days bootstrapping, which means they
use their own money and the revenue from a few initial customers to invest in
the business. Another possibility is getting a loan from a bank.
You could also ask other people for money. Entrepreneurs can pitch their
ideas to investors, who can contribute money to the venture (business
effort). In return, the investors get equity, meaning they own a piece of the
company and will profit when it is later sold.
Two main types of investors are angel investors (rich people who enjoy
investing their own money into new businesses), and venture capitalists
(companies that are investing other people’s money into new businesses).
Angel investors typically invest smaller amounts earlier in the new business’
development, whereas venture capital firms often prefer to help a more
established business grow faster, and can invest larger amounts.
A new way of getting money to start a business is crowdfunding, in which a
company sets up a webpage asking for contributions from the public (usually
in exchange for receiving a product the company will develop).
One of the first things an entrepreneur must do is create a minimum viable
product – that’s the smallest, most basic version of the product that can be
sold. Its function is to validate (confirm) the fact that customers want this
product and are willing to pay for it.
It’s also a good idea to come up with a business plan – a statement of the
company’s goals and value proposition (how it will meet the needs of its
customers in a way that is different from other companies).
The business plan should also describe the customer segment, the type of
people the company will sell to – for example, will it try to reach the mass
market (a very large number of people; almost everyone) or a niche market
(a small, specialized group of people)? Will it sell B2B (a business selling
products to other businesses) or B2C (a business selling products to
individual consumers)?
It is also important to consider the financial aspects, such as the company’s
revenue streams (the various ways it receives money) and costs – there are
fixed costs (expenses that are the same every month, such as rent) and
variable costs (expenses that change based on quantity produced, such as
amount of raw materials).
After a new business has achieved product-market fit – meaning it is
providing the right product at the right price to satisfy the demand of the
market – it’s time to scale up (grow the company).
Some startups (new companies) join business incubators or accelerators – 
these are special programs that can provide resources, support, and education
to small businesses as they grow.
Unfortunately, not every new business succeeds. Some have problems with
cash flow (the movement of money through the business) and end up going
bankrupt.
Other businesses, however, become large and successful companies.
Sometimes they decide to “go public,” meaning to begin selling shares of the
company on the public stock market. The event when the shares are sold on
the stock market for the first time is called an IPO (Initial Public Offering).
The advantages of going public include getting more investors easily and
increasing the prestige (the reputation and level of respect) of the company.
One disadvantage is that the company is required to disclose (reveal)
financial and business information that was not previously public.
Alternatively, the founder may decide to sell the company to another
company – this event is often called an exit. The overall valuation of the
company (how much money it is worth) depends on a lot of factors, including
its cash flow, assets, and liabilities.
Acquisitions
When one company buys another, it is called an acquisition or takeover.
Before finalizing the purchase, the buying company must perform due
diligence – that means a careful investigation of the situation, checking all
the details in order to make an informed decision.
There are several reasons one company may want to buy another. There
might be synergy between the two companies – that means their activities
complement and enhance each other (ex. a company that produces cell
phones buying a company that produces cell phone cases).
A company may buy another company in a different area in order to
diversify – meaning it becomes more varied. This way, if one area of
business begins to decline, the other area may not be affected.
When two companies combine, it is called a merger. The two companies
may combine to form a new company – this is called consolidation – or the
purchased company may become a subsidiary (owned/controlled by) of the
parent company.
A horizontal merger is when a company buys another company in the same
area – for example, a beer company buying another beer company. This is
done to expand the company and to eliminate competition, thus increasing
the company’s market share.
A vertical merger is when a company buys another company that is part of
its supply chain – for example, a camera company buying the factory that
produces the electronics inside the cameras. This helps cut costs.
Sometimes the buying company is interested not so much in the other
company itself, but instead in the team of talented people working there. It
may buy the other company just to get the employees – this is called an
acqui-hire.
During a merger, there will be some restructuring (changing of the
organization’s structure) as the company works to integrate the other
company’s departments, products, and staff. It may be necessary to downsize
 – to lay off some employees – in order to make the new company’s
operations more efficient.
Quiz: Lesson 38
1) We're raising ____________ in order to open an innovative new
restaurant.
A. bootstrap
B. capital
C. venture
2) The investor put in $100,000 in exchange for 20% __________.
A. crowdfunding
B. entrepreneur
C. equity
3) If you don't __________ your product idea, how can you be sure people
will buy it?
A. validate
B. value
C. viable
4) The customer ___________ we are aiming for has a lot of disposable
income, but not much free time.
A. part
B. section
C. segment
5) If you only have one revenue __________, you might want to expand into
new products and services.
A. cost
B. fit
C. stream
6) They ___________ up their business from $1M/year to $10M/year in just
two years.
A. fixed
B. scaled
C. started
7) Our problems with cash ________ are because we bought a lot of
inventory that's not selling very fast.
A. flow
B. incubator
C. prestige
8) After a successful __________, she used the money to start a new
company.
A. exit
B. public
C. valuation
9) We found some discrepancies in the financial records during our due
 ____________.
A. diligence
B. synergy
C. takeover
10) The parent company decided to make our company a ______________ so
that they could maintain the brand recognition.
A. consolidation
B. merger
C. subsidiary
Check your answers
Lesson 39: Business Idioms – Part 4
Welcome to our final business idioms lesson! Let’s see if you can guess what
these expressions mean from the context. Choose the option that you think is
the best definition for the idiom, and then keep reading to find out if you
were correct.
Idiom #1 – call it a day
I'm glad we've been able to finalize the packaging. Let's call it a day, and
we'll discuss pricing tomorrow.a. telephone some co-workers
b. decide to end the day’s work
c. choose a name for something
Idiom #2 – down the drain
The social media campaign had no impact whatsoever. It was two months of
effort down the drain.
a. in the past
b. very stressful
c. wasted or lost
Idiom #3 – test the waters
We should release a small product to test the waters before developing an
entire line.
a. get people excited
b. make some money
c. try something to see if it will succeed
Idiom #4 – by the book
There's not much room for creativity in my work because the manager likes
everything to be done by the book.
a. following the rules exactly
b. in written format
c. with a lot of research
Idiom #5 – that’ll never fly
You're suggesting that we cancel the conference? That'll never fly - it's the
CEO's favorite event of the year.
a. it won’t be simple
b. it won’t be profitable
c. it won’t work / be accepted
Idiom #6 – smooth sailing
The price was the biggest obstacle to the sale - once we offered a discount,
the rest of the negotiation was smooth sailing.
a. a team effort
b. easy and quick progress
c. something creative
Idiom #7 – on the same page
We're promoting four different products at the same time. It doesn't seem like
everyone on the marketing team is on the same page.
a. talking to each other
b. thinking in a similar way
c. visiting the same websites
Idiom #8 – a long shot
I'm applying for a director-level position, but it's a long shot since I don't
have as much experience as they want.
a. a long time in the future
b. hard to understand
c. unlikely to succeed
Idiom #9 – not set in stone
The proposed dates for the summer sale are June 20-30, but it's not set in
stone.
a. not a good idea
b. not confirmed/definite
c. not sure to succeed
Idiom #10 – rock the boat
All my co-workers get along so well; I don't want to rock the boat by
making a complaint.
a. cause trouble
b. call attention to myself
c. offend someone
Idiom #11 – slack off 
Everyone else on my team has been slacking off , so that means more work
for me.
a. away from the office
b. being lazy
c. delaying projects
Idiom #12 – not do justice to
These photos are too dark and out of focus. They don't do justice to the
quality of the product.
a. slightly decrease
b. don’t like
c. don’t represent fairly
Answers and Explanation
#1 - call it a day
b) decide to end the day's work
"Let's call it a day" is an informal way to say "let's finish today's work." It is
often used when there will be more work to continue tomorrow, but you are
deciding to stop today.
#2 - down the drain
c) wasted or lost
A drain is a hole where water from your sink or shower goes away and out of
your house. If you accidentally drop a small object (like a ring) down the
drain, it will be lost. So if money, time, or resources go "down the drain," it
means they are wasted and do not produce any effect.
#3 - test the waters
c) try something to see if it will succeed
This expression is often used for a small experiment to see if it's a good idea
to go ahead with a larger project in the same area.
#4 - by the book
a) following the rules exactly
A person who does things "by the book" is someone who follows the rules
exactly, and does not permit/accept anything that is slightly different or
against the rules.
#5 - that'll never fly
c) it won't work / be accepted
Saying something "will never fly" means you are certain that it won't work or
won't be accepted/approved by someone else.
#6 - smooth sailing
b) easy and quick progress
If you're on a sailboat and the ocean water is calm and smooth, you will have
an easy and pleasant journey - so the expression "smooth sailing" refers to
any project or process that runs easily and well.
#7 - on the same page
b) thinking in a similar way
If everyone reading a book is reading the same page, then they will all be
focused on the same topic, with the same understanding. "On the same page"
is used in general for people thinking along similar lines or with similar
ideas.
#8 - a long shot
c) unlikely to succeed
If something is "a long shot," it's possible that it will succeed, but the chance
is very low.
#9 - not set in stone
b) not confirmed/definite
If you carve some letters into a stone, it is a very permanent record - different
from something like pencil on paper, which can be easily erased and
changed. If something is NOT set in stone, it means it is not definite (it could
be changed).
#10 - rock the boat
a) cause trouble
If you're in a small boat and you start "rocking" it (moving your weight from
side to side), the boat will become unstable. The expression "rock the boat"
means to create problems or trouble in what was previously a calm situation.
#11 - slacking off 
b) being lazy
Someone who is "slacking off" is not fulfilling their responsibilities; they are
being lazy and not doing what they are supposed to do.
#12 - not do justice to
c) don't represent fairly
If something - usually a picture or words - doesn't do justice to something
else, it means it doesn't represent it accurately. This is usually used when the
real thing is much better than the description or picture would imply.
You’ve finished lesson 39! Now take the quiz to put these expressions into
practice.
Quiz: Lesson 39
Complete each sentence with the best idiom:
a long shot down the drain rock the boat
by the book it won't fly slacking off
call it a day not set in stone smooth sailing
do justice to it on the same page test the waters
1. Before opening a restaurant, we should try doing a food truck to
 __________________________ and see if we get customers.
2. Getting 500 new customers in a week is
 __________________________. I think we'll get 100 at most.
3. He paid for a gym membership that he never even used, so his
money just went __________________________.
4. Hey, Gary! Stop __________________________ - put away your
cell phone and help me carry these boxes.
5. I know I can trust my realtor because she does things
 __________________________.
6. If the whole family wants to vacation in Italy this year, I'm not
going to __________________________ by disagreeing.
7. I'm determined to get these letters done - I'm not going to
 __________________________ until I finish them all.
8. Some students have missed class lately, so the teacher will do a
review session to make sure everyone is
 __________________________.
9. The recording of the concert doesn't
 __________________________. You had to be there to
experience it person.
10. This is the proposed design for the house, but it's
 __________________________.
11. We didn't hit any traffic on the drive, so the trip was
 __________________________.
12. I'm going to ask if I can work from home, but I have a feeling
 __________________________ because my boss likes to see us in
the office.
Check your answers
Progress Test 4
1) Do you have a spare power __________ so I can charge my laptop?
A. cable
B. port
C. screen
2) After the meeting, let's each take our notes and ____________ them up in
a Word document.
A. key
B. mouse
C. type
3) You need to install a special program to open that kind of ____________.
A. cursor
B. file
C. touchpad
4) ______________ this software to the more professional version would
cost $399.
A. Applying
B. Unzipping
C. Upgrading
5) The third _____________ of the spreadsheet lists the sales tax rate for
each state.
A. column
B. feature
C. font
6) If your computer seems to be slow, try ____________ it.
A. freezing
B. recovering
C. restarting
7) My kids just love their _______________ because he's always making
okes.
A. cardiologist
B. pediatrician
C. orthopedist
8) I feel a sharp pain in my side whenever I take a deep _____________.
A. breath
B. lung
C. pressure
9) My grandfather's in the hospital recovering from a heart _____________.
A. artery
B. attack
C. assault
10) You need to get ________________ for yellow fever before traveling to
certain countries.
A. preventative
B. symptoms
C. vaccinated
11) She'sbeen to three different doctors, but none of them have been able to
 _____________ her illness.
A. diagnose
B. diarrhea
C. prescribe
12) You may feel a little bit queasy - that can be a ____________ of this
medication.
A. sample
B. shot
C. side effect
13) I ___________ my ankle playing soccer and had to miss games for six
weeks.
A. burned
B. sprained
C. stitched
14) When I went to the dentist for the first time in several years, I found out I
had five ______________.
A. canals
B. cavities
C. fillings
15) It's hard to get up and down stairs when using ______________.
A. crutches
B. fractures
C. tendons
16) When I was a teenager, I had a gap between my front teeth - but that was
fixed with _____________.
A. braces
B. crowns
C. whitening
17) The results of the experiment didn't support our ____________, so we
need to come up with a new explanation.
A. hypothesis
B. method
C. review
18) Anyone designing a telescope needs to know a lot about ____________.
A. acoustics
B. optics
C. gravity
19) The foundation of the beach house is unstable due to _____________ of
the sand underneath it.
A. currents
B. erosion
C. plates
20) A ____________ was launched to study the outer planets of the solar
system.
A. galaxy
B. molecule
C. satellite
21) This virus attacks nerve __________, causing loss of movement and
sensation.
A. atoms
B. cells
C. mutations
22) The price of peanuts is going down because the ____________ has far
exceeded the demand, so producers are desperate to sell.
A. mobility
B. statistics
C. supply
23) There's a large ______________ of the king on the wall in every
government building.
A. exhibit
B. portrait
C. still life
24) My friend's work is being displayed at the local art ___________.
A. contemplate
B. gallery
C. medium
25) I love ______________ paintings; they look like a dream world.
A. impressionistic
B. realist
C. sculpture
26) This _____________ of business casual wear will make you look and
feel more confident.
A. collection
B. critic
C. runway
27) Dressing a little nicer than you normally do will make you look
 ____________ on a first date.
A. classy
B. eclectic
C. sleek
28) This house has a nice, big ___________; there's enough room for a pool.
A. drainage
B. grounds
C. yard
29) Police arrested a man who fit the description of the _____________, but
it turns out he was innocent.
A. dispute
B. handcuffs
C. suspect
30) Drug ____________ is a dangerous activity, but it can also be very
lucrative.
A. dealing
B. possession
C. vending
31) The school was ______________ by some teenagers who spray-painted
all over the walls.
A. assaulted
B. murdered
C. vandalized
32) The evidence against Joe was overwhelming, and everyone on the
 _____________ agreed that he was guilty.
A. court
B. jury
C. testimony
33) This is a serious crime; it's punishable by _________ time.
A. fine
B. jail
C. perjury
34) The woman got full ____________ of her kids because their father was
abusive.
A. custody
B. dispute
C. support
35) Cashiers often check $100 bills to make sure they're not
 _______________.
A. counterfeit
B. laundering
C. embezzled
36) The __________ is so thick that you can't see the buildings in the
distance.
A. asthma
B. hybrid
C. smog
37) It's such a shame this park is full of ___________. I wish people would
take better care of public places.
A. emissions
B. litter
C. sewage
38) You can get very sick if you drink water that hasn't been
 ______________.
A. incinerated
B. pesticide
C. purified
39) We closely monitor the soil quality to make sure we are growing crops in
a _______________ way.
A. fertilizer
B. sustainable
C. synthetic
40) I don't approve of ________________; I think it's cruel to kill animals for
fun.
A. breeding
B. hunting
C. logging
41) If you live in a sunny climate, you can save money by installing solar
 ___________ and generating your own energy.
A. panels
B. tides
C. turbines
42) I work for a _____________ that helps provide medical care to poor
children.
A. charity
B. donor
C. relief
43) We need to do more _______________ in order to have the money to
expand our work.
A. awareness
B. fundraising
C. microfinance
44) Our goal is to ______________ former gang members to leave a life of
crime.
A. alleviate
B. empower
C. impoverish
45) The church members distribute free meals to ______________ people.
A. boycott
B. homeless
C. famine
46) The rate of ______________ abuse is rising among unemployed young
people.
A. grassroots
B. substance
C. sweatshop
47) Companies must provide reasonable accommodations for employees who
are ________________.
A. disabled
B. overdosed
C. pledged
48) Our company _____________ for the first five years; we didn't take any
outside investment.
A. bootstrapped
B. crowdfunded
C. ventured
49) We moved into a smaller office in order to reduce our ____________ 
costs.
A. fixed
B. niche
C. variable
50) Companies often get a lot of publicity when they go ____________.
A. mass
B. prestige
C. public
51) My favorite product was discontinued after the company that makes it
was _______________.
A. acquired
B. diversified
C. synergy
52) A 15-person HR team is too big for a 50-person company - we need to
 _________________.
A. downsize
B. merger
C. takeover
53) My coworker is so lazy. We're supposed to stay until 5, but he likes to
 ______________ at 4:30.
A. call it a day
B. rock the boat
C. test the waters
54) That college is very selective, so I'm not sure if I'll get in. It's
 __________________.
A. a long shot
B. down the drain
C. on the same page
55) The sales rep was very helpful throughout the purchasing process - it was
 ______________ from start to finish.
A. not set in stone
B. by the book
C. smooth sailing
56) My ex-boyfriend was such a negative person; he always said my ideas
would _________________.
A. never fly
B. not do justice
C. slack off
Check your answers
Congratulations, you’ve finished the
Business English Course!
If you have a moment, could you please answer three quick questions about
the course? Click here to send your comments.
Here are some resources for continuing your studies:
On Other Websites:
The Business English Podcast has 200+ episodes about
professional life
Hundreds of online Business English exercises
Vocabulary for working in hotels, travel/tourism, and restaurant
 jobs
Cambridge Business English test
Business English news
On Espresso English:
Option #1:
Take the American English Pronunciation Course to help your speaking
sound more professional. I believe that everyone who is learning English for
their job should invest in improving their pronunciation.
Why?
Well, your pronunciation is one of the first things that other people will
notice about your English. It can make a good impression (if your
pronunciation is clear and natural) or a bad impression (if your pronunciation
is heavily accented and difficult to understand).
When it comes to your career, you want to make the best impression possible
- by speaking English that sounds great!
Option #2:
Take the Everyday English Speaking Course to continue
learning practical phrases for everyday situations. These will be useful in
interacting with your English-speaking colleagues - as well as if you ever
need to travel to an English-speaking country on business.
Many of the lessons also teach phrases that are good for discussing work -
such as those on presenting information, agreeing/disagreeing, decisions,
probability, and talking about similarities and differences.
Option #3:
If you'd like to get the complete Espresso English program (all courses and e-
books) at a discount, you can apply the credit from the Business English
Course and any other products you've already bought to reduce the total price
of the package.
Just e-mail me if you'd like to do this, and I'll send you a special link.
Wishing you success in your English learning and career!
Quiz & Test Answers
Quiz: Lesson 1
1.C, 2.A, 3.C, 4.B, 5.A, 6.B, 7.B, 8.C, 9.C, 10.B
Bonus Quiz: Lesson1
1.B, 2.A, 3.A, 4.C, 5.B, 6.C, 7.A, 8.B, 9.A, 10.C
Continue to Lesson 2
Quiz: Lesson 2
1.C, 2.C, 3.B, 4.A, 5.B, 6.C, 7.B, 8.B, 9.B, 10.B, 11.B, 12.C
Continue to Lesson 3
Quiz: Lesson 3
1.A, 2.C, 3.B, 4.A, 5.A, 6.C, 7.A, 8.B, 9.C, 10.B
Continue to Lesson 4
Quiz: Lesson 4
1.C, 2.C, 3.B, 4.A, 5.B, 6.B, 7.C, 8.C, 9.B, 10.C
Continue to Lesson 5
Quiz: Lesson 5
1.C, 2.B, 3.A, 4.A, 5.C, 6.B, 7.C, 8.B, 9.A, 10.B, 11.C, 12.C
Continue to Lesson 6
Quiz: Lesson 7
1.A, 2.C, 3.C, 4.A, 5.B, 6.A, 7.C, 8.A, 9.B, 10.C, 11.B, 12.B, 13.A
Continue to Lesson 8
Quiz: Lesson 9
1. bring me up to speed
2. in a nutshell
3. tweak
4. back to the drawing board
5. calling the shots
6. in the loop
7. way off the mark
8. rule of thumb
9. a lot on your plate
10. on the back burner
Continue to Lesson 10
Lesson 10: Progress Test 1
1.A, 2.C, 3.A, 4.B, 5.B, 6.A, 7.C, 8.C, 9.A, 10.B, 11.C, 12.B, 13.B, 14.A,
15.A, 16.A, 17.B, 18.C, 19.A, 20.B, 21.A, 22.A, 23.A, 24.B, 25.A, 26.C,
27.C, 28.A, 29.B, 30.A, 31.B, 32.C, 33.C, 34.B, 35.A, 36.A, 37.A, 38.A,
39.A, 40.C, 41.B, 42.C, 43.C, 44.C, 45.A, 46.B, 47.A, 48.C, 49.B, 50.A
Continue to Lesson 11
Quiz: Lesson 11
1.B, 2.A, 3.C, 4.C, 5.B, 6.A, 7.A, 8.C, 9.B, 10.A, 11.A, 12.C
Continue to Lesson 12
Quiz: Lesson 13
1.C, 2.B, 3.A, 4.A, 5.B, 6.C, 7.C, 8.A, 9.C, 10.B, 11.C, 12.B, 13.A, 14.B,
15.A
Continue to Lesson 14
Quiz: Lesson 14
1.C, 2.B, 3.C, 4.A, 5.B, 6.A, 7.A, 8.B, 9.C, 10.B
Continue to Lesson 15
Quiz: Lesson 15
1.C, 2.B, 3.B, 4.C, 5.A, 6.B, 7.B, 8.C, 9.C, 10.A
Continue to Lesson 16
Quiz: Lesson 18
1.B, 2.C, 3.A, 4.A, 5.C, 6.B, 7.B, 8.B, 9.A, 10.B
Continue to Lesson 19
Quiz: Lesson 19
1. a ballpark figure
2. cash cow
3. sure bet
4. work cut out for me
5. tie up the loose ends
6. pass the buck
7. right off the bat
8. cut corners
9. under the gun
10. cover all the bases
Continue to Lesson 20
Lesson 20: Progress Test 2
1.B, 2.A, 3.C, 4.B, 5.A, 6.B, 7.C, 8.C, 9.C, 10.C, 11.B, 12.C, 13.B, 14.C,
15.C, 16.A, 17.B, 18.B, 19.A, 20.B, 21.B, 22.A, 23.A, 24.B, 25.A, 26.C,
27.A, 28.C, 29.A, 30.B, 31.B, 32.B, 33.A, 34.A, 35.C, 36.B, 37.A, 38.A,
39.C, 40.B, 41.B, 42.B, 43.B, 44.A, 45.A
Continue to Lesson 21
Quiz: Lesson 21
1.A, 2.A, 3.A, 4.C, 5.B, 6.A, 7.C, 8.A, 9.B, 10.B
Continue to Lesson 22
Quiz: Lesson 22
1.C, 2.A, 3.C, 4.A, 5.B, 6.A, 7.B, 8.C, 9.A, 10.A
Continue to Lesson 23
Quiz: Lesson 23
1.A, 2.A, 3.A, 4.C, 5.C, 6.C, 7.C, 8.B, 9.A, 10.B
Continue to Lesson 24
Quiz: Lesson 24
1.C, 2.B, 3.C, 4.A, 5.B, 6.A, 7.B, 8.A, 9.A, 10.C
Continue to Lesson 25
Quiz: Lesson 25
1.B, 2.B, 3.B, 4.B, 5.C, 6.A, 7.A, 8.A, 9.A, 10.C
Continue to Lesson 26
Quiz: Lesson 26
1.A, 2.C, 3.B, 4.C, 5.A, 6.C, 7.A, 8.A, 9.C, 10.A
Continue to Lesson 27 
Quiz: Lesson 27
1.B, 2.A, 3.B, 4.A, 5.B, 6.B, 7.C, 8.B, 9.A, 10.B
Continue to Lesson 28
Quiz: Lesson 28
1.B, 2.A, 3.A, 4.C, 5.A, 6.A, 7.B, 8.C, 9.B, 10.A
Continue to Lesson 29
Quiz: Lesson 29
1. sold like hotcakes
2. gain traction
3. backfired
4. go the extra mile
5. buck the trend
6. in the pipeline
7. a tight ship
8. pull their own weight
9. boost morale
Continue to Lesson 30
Progress Test 3
1.C, 2.C, 3.B, 4.A, 5.C, 6.C, 7.B, 8.C, 9.B, 10.C, 11.C, 12.B, 13.C, 14.A,
15.C, 16.B, 17.A, 18.A, 19.A, 20.B, 21.C, 22.B, 23.A, 24.C, 25.B, 26.A,
27.A, 28.B, 29.B, 30.C, 31.C, 32.A, 33.C, 34.C, 35.C, 36.A, 37.C, 38.B,
39.B. 40.C, 41.A, 42.B, 43.A, 44.A, 45.B, 46.B, 47.A, 48.A, 49.B, 50.A,
51.C, 52.A, 53.C, 54.C, 55.A, 56.A, 57.B, 58.B, 59.A, 60.A
Continue to Lesson 31
Quiz: Lesson 31
1.B, 2.A, 3.C, 4.C, 5.B, 6.A, 7.A, 8.B, 9.C, 10.B
Continue to Lesson 32
Quiz: Lesson 32
1.B, 2.B, 3.C, 4.B, 5.B, 6.C, 7.A, 8.C, 9.B, 10.C, 11.A, 12.A
Continue to Lesson 33
Quiz: Lesson 33
1.B, 2.C, 3.A, 4.A, 5.B, 6.C, 7.C, 8.A, 9.B, 10.B
Continue to Lesson 34
Quiz: Lesson 34
1.C, 2.A, 3.B, 4.A, 5.C, 6.B, 7.C, 8.B, 9.B, 10.C
Continue to Lesson 35
Quiz: Lesson 35
1.C, 2.C, 3.C, 4.B, 5.C, 6.B, 7.B, 8.A, 9.C, 10.A
Continue to Lesson 36
Quiz: Lesson 36
1.A, 2.B, 3.B, 4.A, 5.C, 6.C, 7.B, 8.A, 9.C, 10.A
Continue to Lesson 37 
Quiz: Lesson 37
1.C, 2.C, 3.B, 4.C, 5.C, 6.A, 7.B, 8.C, 9.B, 10.B
Continue to Lesson 38
Quiz: Lesson 38
1.B, 2.C, 3.A, 4.C, 5.C, 6.B, 7.A, 8.A, 9.A, 10.C
Continue to Lesson 39
Quiz: Lesson 39
1. test the waters
2. a long shot
3. down the drain
4. slacking off
5. by the book
6. rock the boat
7. call it a day
8. on the same page
9. do justice to it
10. not set in stone
11. smooth sailing
12. it won't fly
Continue to Lesson 40
Progress Test 4 Answers
1.A, 2.C, 3.B, 4.C, 5.A, 6.C, 7.B, 8.A, 9.B, 10.C, 11.A, 12.C, 13.B, 14.B,
15.A, 16.A, 17.A, 18.B, 19.B, 20.C, 21.B, 22.C, 23.B, 24.B, 25.A, 26.A,
27.A, 28.C, 29.C, 30.A, 31.C, 32.B, 33.B, 34.A, 35.A, 36.C, 37.B, 38.C,
39.B, 40.B, 41.A, 42.A, 43.B, 44.B, 45.B, 46.B, 47.A, 48.A, 49.A, 50.C,
51.A, 52.A, 53.A, 54.A, 55.C, 56.A